From msnyder at servervault.com Sat Apr 1 22:31:29 2006 From: msnyder at servervault.com (Mathew Snyder) Date: Sat, 01 Apr 2006 22:31:29 -0500 Subject: [rt-users] You're almost there! and HTTPS Message-ID: <442F4591.3080205@servervault.com> I've installed v3.4.5 and have configured it properly to allow connections via HTTP. However, we need it accept connections via HTTPS. It would appear this is happening as I'm being directed to a page that says "You're almost there!" with something about setting up mod-perl, fastcgi, etc. This shouldn't be an issue since connecting via HTTP lands me at the login screen which tells me mod_perl is configured properly. I've created the certificates needed for ssl to work and have them in place. I've also configured ssl.conf and pointed it to the correct DocumentRoot and ServerName. I assume these are correct as I am getting to the page that I'm seeing. I've searched the wiki but didn't find anything regarding the greeting I'm getting. Any help would be appreciated. -- Mathew Snyder Systems Administrator Network+ ServerVault TechOps From mcdent at gmail.com Sun Apr 2 09:08:50 2006 From: mcdent at gmail.com (Mike Dent) Date: Sun, 2 Apr 2006 14:08:50 +0100 Subject: [rt-users] RT ticket from web page? Message-ID: <9e769e4e0604020608t78e9ebb9sd65ba2fd6a2b84cd@mail.gmail.com> Hi, I'd like to include some code to input a ticket to my RT box on one of my web pages. I need the ability to put data in to some custom fields too. I'd like to include some anti-spam capability on the web page too, such as one of those distorted images containing characters which you need to input correctly. The RT box and apache web server are located on different boxes, on different networks. Is this possible and could some kind soul point me in the right direction please? Thanks Mike From bobg at uic.edu Sun Apr 2 12:30:11 2006 From: bobg at uic.edu (Bob Goldstein) Date: Sun, 02 Apr 2006 11:30:11 -0500 Subject: [rt-users] RT ticket from web page? In-Reply-To: Your message of "Sun, 02 Apr 2006 14:08:50 BST." <9e769e4e0604020608t78e9ebb9sd65ba2fd6a2b84cd@mail.gmail.com> Message-ID: <200604021630.k32GUBhq017677@remora.cc.uic.edu> >Hi, >I'd like to include some code to input a ticket to my RT box on one of >my web pages. >I need the ability to put data in to some custom fields too. >I'd like to include some anti-spam capability on the web page too, >such as one of those distorted >images containing characters which you need to input correctly. > >The RT box and apache web server are located on different boxes, on >different networks. > >Is this possible and could some kind soul point me in the right >direction please? Sure it's possible. There are at least two directions, but I don't have all the details. Firstly, the distorted image stuff is up to you. Obviously when you finally submit your html form, it is presented to a CGI script, which processes the data and finally creates the RT ticket. Option 1. Have the CGI send email to RT. Easy, but if you need custom fields, you'll have to hack RT a little to parse out the custom field values from the email, and populate those fields. Option 2. Have the CGI invoke the RT command line program 'rt'. 'rt' is lightweight, does not require all the RT code, and can run from almost anywhere. My recollection is that it doesn't handle custom fields, but I think there was a recent patch for that. (You'd have to check list archives.) Option 3. RT already has a web page for creating tickets. You seem set on not running your new page directly on RT, so you probably don't like this option, or the idea of making a similar mason file on RT for your special needs. Personally, I'd not go with this option, either, but it does exist. bobg From putzoa at gmx.de Sun Apr 2 17:44:36 2006 From: putzoa at gmx.de (Andreas Putzo) Date: Sun, 2 Apr 2006 23:44:36 +0200 Subject: [rt-users] Change control In-Reply-To: <441711CC.1050208@lbl.gov> References: <4416F775.8020307@slac.stanford.edu> <441711CC.1050208@lbl.gov> Message-ID: <200604022344.36788.putzoa@gmx.de> Hi Ken, On Tuesday 14 March 2006 19:56, Ken Crocker wrote: > We are attempting to do just that here at LBNL. The "APPROVAL" setup > in RT does not seem to create the kind of audit trail we would like. We > would like a request to keep it's number, that way every stage, from > approval for work to approval for Acceptance testing to approval for > installation is in history for the same request numer and therefore > easier to track. If RT would allow for a few more options in the > drop-down selection for staus (like "pending approvel", "approved for > work", "approved for QA", "approved for inplementation"), we could write > scrips to move a request from a particular approval queue to a work > queue and back to another approval queue (for QA as an example) and on > to implemntation. That way queues can be used as steps in a work flow > and the history of a request remains intact with the same number, going > from queue to queue in the workflow. I managed the different approval stages with one queue for each stage, moving the ticket accordingly. For convenience, i used the callback in /Elements/RT__Ticket/ColumnMap to display the actual stage in the status field on the 'RT at a glance' page. Approval ist requested with a CustomField i created therefor, the stage status is saved in a hidden CustomField. You may also count the existing (resolved) dependencies for a ticket within the workflow, but the hidden custom field works more smoothly, i think. Just make sure, your co-workers aren't able to resolve tickets in between :) regards, andreas From ruslan.zakirov at gmail.com Sun Apr 2 18:12:15 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 3 Apr 2006 02:12:15 +0400 Subject: [rt-users] You're almost there! and HTTPS In-Reply-To: <442F4591.3080205@servervault.com> References: <442F4591.3080205@servervault.com> Message-ID: <589c94400604021512r161d9879i1dfe0eb1f7e7d356@mail.gmail.com> On 4/2/06, Mathew Snyder wrote: > I've installed v3.4.5 and have configured it properly to allow > connections via HTTP. However, we need it accept connections via HTTPS. > It would appear this is happening as I'm being directed to a page that > says "You're almost there!" with something about setting up mod-perl, > fastcgi, etc. This shouldn't be an issue since connecting via HTTP > lands me at the login screen which tells me mod_perl is configured properly. > > I've created the certificates needed for ssl to work and have them in > place. I've also configured ssl.conf and pointed it to the correct > DocumentRoot and ServerName. I assume these are correct as I am getting > to the page that I'm seeing. Share relative parts of the httpd config and and RT config and we'll try to help you out. > > I've searched the wiki but didn't find anything regarding the greeting > I'm getting. Any help would be appreciated. > > -- > Mathew Snyder > Systems Administrator > Network+ > ServerVault TechOps > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From anthony at bondimaging.com Sun Apr 2 20:59:09 2006 From: anthony at bondimaging.com (Anthony Goddard) Date: Mon, 3 Apr 2006 10:59:09 +1000 Subject: [rt-users] Editing custom fields for tickets Message-ID: Hi Guys, I hope this isn't a stupid question, I'm new to RT and I've been looking into this for a little while but havent found any info. I am using a few queues for users without e-mail, they use RT to track what work they have outsourced to another company. For this, they have a whole bunch of selectable custom fields in their new ticket creation. However, they don't use the e-mail "requestors, admin cc and cc" fields, and the "Subject" is really their "Job number" I am wondering how easy it is for me to change this new ticket creation window for that queue to remove things I don't need? If someone is able to point me in the right direction for this information it would be great. I know I can pay someone to do it for me, but I'm really interested in learning :) Thanks guys, Anthony -------------- next part -------------- An HTML attachment was scrubbed... URL: From lbergman at wtxs.net Sun Apr 2 23:30:09 2006 From: lbergman at wtxs.net (Lewis Bergman) Date: Sun, 02 Apr 2006 22:30:09 -0500 Subject: [rt-users] Don't display attachments Message-ID: <443096C1.80408@wtxs.net> RT-3.4.4 I have read the RT book, config files, and perused the list. This message: http://www.gossamer-threads.com/lists/rt/users/36052 details my same question but there was no response. I am looking for a way to get rt to upload an attachment, note that an attachment is there, but not display the attachment in line. Did I overlook a config var or do I need a script or maybe modify a template somewhere. -- Lewis Bergman Texas Communications 4309 Maple St. Abilene, TX 79602-8044 Off. 325-691-3301 Cell 325-439-0533 fax 325-695-6841 From Joerg.Ungermann at web.de Mon Apr 3 03:12:04 2006 From: Joerg.Ungermann at web.de (=?iso-8859-15?Q?J=F6rg_Ungermann?=) Date: Mon, 03 Apr 2006 09:12:04 +0200 Subject: [rt-users] More Flexible Email Gateway Message-ID: <493061905@web.de> Thanks for your answer. That might happen. For now i am evaluating to use PROCMAIL to serve these needs. When Procmail does pre-filtering, RT Gateway just has to push the results to queues. Thanks Joerg > -----Urspr?ngliche Nachricht----- > Von: Jason Fenner > Gesendet: 31.03.06 18:30:09 > An: J?rg Ungermann > CC: rt-users at lists.bestpractical.com > Betreff: Re: [rt-users] More Flexible Email Gateway > No. > > But if you are so inclined, why not write your own and share it with us? > > J?rg Ungermann wrote: > > >For incoming email we do need to have some more functions: > > > >1. If sender is a known user > Try to guess the topic from Header or body> Route to queue > >2. if sender is unknown > Create user in special group > Try to guess the topic from Header or body> Route to queue > > > >Has anyone used an alternativ to the Email Gatewy? > >Has anyone used something like natural language processing (NLP) for analysing the Emails in conjunction with RT? > > > >Kind regards > > > >JU > >_______________________________________________ > >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > >Community help: http://wiki.bestpractical.com > >Commercial support: sales at bestpractical.com > > > > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >Buy a copy at http://rtbook.bestpractical.com > > > > > >We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > > > > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From lwang at clusterfs.com Mon Apr 3 04:14:52 2006 From: lwang at clusterfs.com (lwang) Date: Mon, 03 Apr 2006 16:14:52 +0800 Subject: [rt-users] RT performance or feature request Message-ID: <4430D97C.7030908@clusterfs.com> Hi there, Now RT will list all children of a ticket including non-direct children. I have a ticket containing a very deep hierarchy tree, around 5,000 tickets, but with only 50 direct children. Disastrously, it takes RT around 20 minutes to opening the ticket. When I dived into this problem, I found that the time was spent on querying mysql database, around 15 minutes. Do you have any idea on improving the performance of mysql. My box: 4G mem, dual Intel 2.8 G. If we can't improve the performance of mysql, is it possible to list only the direct children? Thanks for any hint. - Wang From slav at zeos.net Mon Apr 3 04:48:09 2006 From: slav at zeos.net (Vyacheslav Graychenko) Date: Mon, 03 Apr 2006 11:48:09 +0300 Subject: [rt-users] RT perl modules documentation. In-Reply-To: <442D585F.7010802@vitamix.com> References: <442BAA06.6030804@zeos.net> <442D585F.7010802@vitamix.com> Message-ID: <4430E149.2060309@zeos.net> Thanx a lot ! Jason Fenner wrote: > I have wondered the same thing. > > So far, I've had success by reading: > > perldoc /opt/rt3/lib/rt/Modulenamehere.pm > > Also, keep searching the RT wiki. There is a ton of jewels in there. I > have found some snippets of information regarding module functions on > the wiki. > Finally, keep reading people's scrip examples....they shed a lot of light. > > Best of luck, > Jason > > Vyacheslav Graychenko wrote: > >> Hello everybody! >> >> Tell me plz where can I get documentation about RT perl modules tree? >> Structured and clear? >> >> Thanx >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> We're hiring! Come hack Perl for Best Practical: >> http://bestpractical.com/about/jobs.html >> > > > > From azfarhusain at yahoo.com Mon Apr 3 06:02:52 2006 From: azfarhusain at yahoo.com (Its Azfar) Date: Mon, 3 Apr 2006 03:02:52 -0700 (PDT) Subject: [rt-users] Reminder errors. In-Reply-To: <20060331080856.GD4283@bestpractical.com> Message-ID: <20060403100252.58557.qmail@web36901.mail.mud.yahoo.com> How do i upgrade it. I have RT installed in /op/rt3 dir how do i delete or upgrade database also. --- Jesse Vincent wrote: > > > > On Thu, Mar 30, 2006 at 11:46:47PM -0800, Its Azfar > wrote: > > I am geting following error on reminder page. > > How do i solve it. > > RT v 3.5.5 > > First, try upgrading to the latest RT 3.6.0pre > release. 3.5.5 is an > unsupported development release. > __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From ruslan.zakirov at gmail.com Mon Apr 3 06:17:30 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 3 Apr 2006 14:17:30 +0400 Subject: [rt-users] Reminder errors. In-Reply-To: <20060403100252.58557.qmail@web36901.mail.mud.yahoo.com> References: <20060331080856.GD4283@bestpractical.com> <20060403100252.58557.qmail@web36901.mail.mud.yahoo.com> Message-ID: <589c94400604030317y714d9a78v74b39a28482cf2a0@mail.gmail.com> Read documents that are shipped with tarball. On 4/3/06, Its Azfar wrote: > How do i upgrade it. > I have RT installed in /op/rt3 dir > how do i delete or upgrade database also. > > --- Jesse Vincent wrote: > > > > > > > > > On Thu, Mar 30, 2006 at 11:46:47PM -0800, Its Azfar > > wrote: > > > I am geting following error on reminder page. > > > How do i solve it. > > > RT v 3.5.5 > > > > First, try upgrading to the latest RT 3.6.0pre > > release. 3.5.5 is an > > unsupported development release. > > > > > __________________________________________________ > 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 > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Mon Apr 3 06:24:32 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 3 Apr 2006 14:24:32 +0400 Subject: [rt-users] Don't display attachments In-Reply-To: <443096C1.80408@wtxs.net> References: <443096C1.80408@wtxs.net> Message-ID: <589c94400604030324i41dae2bbh330426a2da139e70@mail.gmail.com> On 4/3/06, Lewis Bergman wrote: > RT-3.4.4 > I have read the RT book, config files, and perused the list. This > message: http://www.gossamer-threads.com/lists/rt/users/36052 details my > same question but there was no response. > > I am looking for a way to get rt to upload an attachment, note that an > attachment is there, but not display the attachment in line. Did I > overlook a config var or do I need a script or maybe modify a template > somewhere. Yep, it's a problem in RT code and require fix, patches are really welcome. > -- > Lewis Bergman > Texas Communications > 4309 Maple St. > Abilene, TX 79602-8044 > Off. 325-691-3301 > Cell 325-439-0533 > fax 325-695-6841 -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Mon Apr 3 06:28:29 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 3 Apr 2006 14:28:29 +0400 Subject: [rt-users] Editing custom fields for tickets In-Reply-To: References: Message-ID: <589c94400604030328i23acf2b8u1bf855bcf00faef5@mail.gmail.com> One of the ways to create custom workplace for users is to copy SelfService interface and modify it as you need. Also most probably you want to change main autohandler to redirect people to this interface. On 4/3/06, Anthony Goddard wrote: > > Hi Guys, > I hope this isn't a stupid question, I'm new to RT and I've been looking > into this for a little while but havent found any info. > > I am using a few queues for users without e-mail, they use RT to track what > work they have outsourced to another company. > > For this, they have a whole bunch of selectable custom fields in their new > ticket creation. However, they don't use the e-mail "requestors, admin cc > and cc" fields, and the "Subject" is really their "Job number" > > I am wondering how easy it is for me to change this new ticket creation > window for that queue to remove things I don't need? > > If someone is able to point me in the right direction for this information > it would be great. I know I can pay someone to do it for me, but I'm really > interested in learning :) > > > Thanks guys, > > Anthony > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > > -- Best regards, Ruslan. From mike at tekniq.org Mon Apr 3 06:59:37 2006 From: mike at tekniq.org (Michael Shanks) Date: Mon, 3 Apr 2006 11:59:37 +0100 Subject: [rt-users] Prevent queue mailing back Message-ID: <000101c6570d$ba58c910$0a02a8c0@PCMichael> Hello, Could someone point me in the right direction, I have several queues setup that I don't want mailing back when an e-mail is submitted, how is this achieved? From ruslan.zakirov at gmail.com Mon Apr 3 07:27:13 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 3 Apr 2006 15:27:13 +0400 Subject: [rt-users] Prevent queue mailing back In-Reply-To: <000101c6570d$ba58c910$0a02a8c0@PCMichael> References: <000101c6570d$ba58c910$0a02a8c0@PCMichael> Message-ID: <589c94400604030427v705715ccs90f662d388e29002@mail.gmail.com> Delte autoreply scrip. On 4/3/06, Michael Shanks wrote: > Hello, > > Could someone point me in the right direction, I have several queues setup > that I don't want mailing back when an e-mail is submitted, how is this > achieved? > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From dws at ee.ethz.ch Mon Apr 3 09:49:53 2006 From: dws at ee.ethz.ch (David Schweikert) Date: Mon, 3 Apr 2006 15:49:53 +0200 Subject: [rt-users] Stealing requests on the command-line Message-ID: <20060403134953.GA18366@ee.ethz.ch> Hi, I am in the process of migrating our RT 1 installation to RT 3. We use a lot the command-line tool 'rt'. What I am missing is the possibility to steal a request. If I do: rt edit ticket/1 set owner=dws I get: # owner: You can only reassign tickets that you own or that are unowned Is there any way to steal a ticket on the command-line? Thanks David -- David Schweikert | phone: +41 44 632 7019 System manager ISG.EE | walk: ETH Zentrum, ETL F24.1 ETH Zurich, Switzerland | web: http://people.ee.ethz.ch/dws From ESchultz at corp.untd.com Mon Apr 3 11:24:25 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Mon, 3 Apr 2006 08:24:25 -0700 Subject: [rt-users] RT performance or feature request Message-ID: <5613F89D78D2F545A40423EBA5535C300E75CF0B@LAXEVS01.lax.corp.int.untd.com> > I have a ticket containing a very deep hierarchy tree, around 5,000 > tickets, but with only 50 direct children. Disastrously, it takes RT > around 20 minutes to opening the ticket. > > When I dived into this problem, I found that the time was spent on > querying mysql database, around 15 minutes. > > Do you have any idea on improving the performance of mysql. > > My box: 4G mem, dual Intel 2.8 G. > > If we can't improve the performance of mysql, is it possible to list > only the direct children? > > Thanks for any hint. > > - Wang Why do you have such a deep/large heirarchy for one ticket? You really shouldn't do this in the future, I don't think there is anything you can do in the backend to speed things up. Eric Schultz United Online From ESchultz at corp.untd.com Mon Apr 3 11:31:37 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Mon, 3 Apr 2006 08:31:37 -0700 Subject: [rt-users] RT ticket from web page? Message-ID: <5613F89D78D2F545A40423EBA5535C300E75CF1D@LAXEVS01.lax.corp.int.untd.com> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Bob Goldstein > Sent: Sunday, April 02, 2006 9:30 AM > To: Mike Dent > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT ticket from web page? > > >Hi, > >I'd like to include some code to input a ticket to my RT box > on one of > >my web pages. > >I need the ability to put data in to some custom fields too. > >I'd like to include some anti-spam capability on the web page too, > >such as one of those distorted > >images containing characters which you need to input correctly. > > > >The RT box and apache web server are located on different boxes, on > >different networks. > > > >Is this possible and could some kind soul point me in the right > >direction please? > > Sure it's possible. There are at least two directions, > but I don't have all the details. > > Firstly, the distorted image stuff is up to you. Obviously > when you finally submit your html form, it is presented to a > CGI script, which processes the data and finally creates > the RT ticket. > > Option 1. Have the CGI send email to RT. Easy, but if you > need custom fields, you'll have to hack RT a little to > parse out the custom field values from the email, > and populate those fields. > > Option 2. Have the CGI invoke the RT command line program 'rt'. > 'rt' is lightweight, does not require all the RT code, and > can run from almost anywhere. My recollection is that > it doesn't handle custom fields, but I think there was > a recent patch for that. (You'd have to check list archives.) > > Option 3. RT already has a web page for creating tickets. You seem > set on not running your new page directly on RT, so you probably > don't like this option, or the idea of making a similar mason > file on RT for your special needs. Personally, I'd not go > with this option, either, but it does exist. For the anti-spam option, you are refering to what is called CAPTCHA. See this link for more info: http://en.wikipedia.org/wiki/Captcha. Also, here's a Perl module I found online: http://search.cpan.org/dist/Authen-Captcha/. Eric Schultz United Online From ESchultz at corp.untd.com Mon Apr 3 11:59:46 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Mon, 3 Apr 2006 08:59:46 -0700 Subject: [rt-users] Don't display attachments Message-ID: <5613F89D78D2F545A40423EBA5535C300E75CF3A@LAXEVS01.lax.corp.int.untd.com> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Ruslan Zakirov > Sent: Monday, April 03, 2006 3:25 AM > To: Lewis Bergman > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Don't display attachments > > On 4/3/06, Lewis Bergman wrote: > > RT-3.4.4 > > I have read the RT book, config files, and perused the list. This > > message: > http://www.gossamer-threads.com/lists/rt/users/36052 details my > > same question but there was no response. > > > > I am looking for a way to get rt to upload an attachment, > note that an > > attachment is there, but not display the attachment in line. Did I > > overlook a config var or do I need a script or maybe modify > a template > > somewhere. > > Yep, it's a problem in RT code and require fix, patches are > really welcome. > > > -- > > Lewis Bergman > > Texas Communications > > 4309 Maple St. > > Abilene, TX 79602-8044 > > Off. 325-691-3301 > > Cell 325-439-0533 > > fax 325-695-6841 > > -- > Best regards, Ruslan. In share/html/Ticket/Elements/ShowTransactionAttachments, here are the changes I made: ---------------------------------- @@ -138,13 +138,13 @@ # if it's a text/html clean the body and show it if ( $message->ContentType =~ m{^text/(?:html|enriched)$}i ) { - $content = - $m->comp( '/Elements/ScrubHTML', Content => $content ); - $m->out($content); +# $content = +# $m->comp( '/Elements/ScrubHTML', Content => $content ); +# $m->out($content); } # if it's a text/plain show the body - elsif ( $message->ContentType =~ m{^(text|message|text)}i ) { + elsif ( $message->ContentType =~ m{^(text|message|text)}i and not $message->Filename ) { ---------------------------------- Your line numbers may vary, as I had made about 5 or so revisions before this. Basically, I just commented out those three lines of code that scrub and print HTML, and later, I said to only print out something that doesn't have a "filename", which makes sense - anything that is a reply or comment won't have a filename, anything that is uploaded as an attachment will. I'm just now noticing that the code above is redundant, since I don't do anything in the first block. So the following should be able to replace all of the above: ---------------------------------- # only show content inline that isn't an attachment if ( $message->ContentType =~ m{^(text|message|text)}i and not $message->Filename ) { eval { $content = Text::Quoted::extract($content); }; if ($@) { 1; } $m->comp( 'ShowMessageStanza', Depth => 0, Message => $content, Transaction => $Transaction ); } ---------------------------------- Also, earlier in my revisions, I had disabled inline images by commenting out this code: ---------------------------------- # elsif ( $message->ContentType =~ /^image\//i ) { # $m->out('' ); # } ---------------------------------- Eric Schultz United Online From mcdent at gmail.com Mon Apr 3 12:45:04 2006 From: mcdent at gmail.com (Mike Dent) Date: Mon, 3 Apr 2006 17:45:04 +0100 Subject: [rt-users] RT ticket from web page? In-Reply-To: <200604021630.k32GUBhq017677@remora.cc.uic.edu> References: <9e769e4e0604020608t78e9ebb9sd65ba2fd6a2b84cd@mail.gmail.com> <200604021630.k32GUBhq017677@remora.cc.uic.edu> Message-ID: <9e769e4e0604030945g742f5904tf7fdcfb07865c8af@mail.gmail.com> On 4/2/06, Bob Goldstein wrote: > >Hi, > >I'd like to include some code to input a ticket to my RT box on one of > >my web pages. > >I need the ability to put data in to some custom fields too. > >I'd like to include some anti-spam capability on the web page too, > >such as one of those distorted > >images containing characters which you need to input correctly. > > > >The RT box and apache web server are located on different boxes, on > >different networks. > > > >Is this possible and could some kind soul point me in the right > >direction please? > > Sure it's possible. There are at least two directions, > but I don't have all the details. > > Firstly, the distorted image stuff is up to you. Obviously > when you finally submit your html form, it is presented to a > CGI script, which processes the data and finally creates > the RT ticket. > > Option 1. Have the CGI send email to RT. Easy, but if you > need custom fields, you'll have to hack RT a little to > parse out the custom field values from the email, > and populate those fields. > > Option 2. Have the CGI invoke the RT command line program 'rt'. > 'rt' is lightweight, does not require all the RT code, and > can run from almost anywhere. My recollection is that > it doesn't handle custom fields, but I think there was > a recent patch for that. (You'd have to check list archives.) Hi Bob, the command line rt does seem to handle custom fields at least I can query RT this way. However when I attempt to create a simple ticket using something like:- rt create -t ticket subject='new ticket' priority=10 \ add cc=foo at example.com This fails with: rt: edit: Unrecognised argument 'subject=new ticket'. Am I missing something? Thanks Mike > > Option 3. RT already has a web page for creating tickets. You seem > set on not running your new page directly on RT, so you probably > don't like this option, or the idea of making a similar mason > file on RT for your special needs. Personally, I'd not go > with this option, either, but it does exist. > > bobg > From Zul.Shariff at ca.trader.com Mon Apr 3 13:13:10 2006 From: Zul.Shariff at ca.trader.com (Zul Shariff) Date: Mon, 3 Apr 2006 11:13:10 -0600 Subject: [rt-users] email header question Message-ID: Hi My resolved ticket emails are being sent out with the following: From: Nobody [nobody at xxxxxx]; on behalf of; Zul Shariff via RT [xxxxx at xxxxxx] What do I need to do so that it says From: Zul Shariff via RT[xxxxxxx] without the Nobody.... The UserFriendlyFromLine parameter is enabled. Zul Shariff -------------- next part -------------- An HTML attachment was scrubbed... URL: From nmetrowsky at digitalglobe.com Mon Apr 3 13:29:05 2006 From: nmetrowsky at digitalglobe.com (Nick Metrowsky) Date: Mon, 3 Apr 2006 11:29:05 -0600 Subject: [rt-users] RTFM C2.20RC2 Message-ID: Hi Everyone, I just upgraded RTFM from V2.1.40 to V2.2.0RC2, and all went fine. I was able to create custom fields and classes without any problems. I have one question, how do I create Topics? There is a space for Topics on the article, but I do no see a method for actually creating them. Any ideas would be most welcome. Take care! Nick ------------------------------------------------------------------------ --------- Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax nmetrowsky at digitalglobe.com DigitalGlobe (r), An Imaging and Information Company http://www.digitalglobe.com ------------------------------------------------------------------------ --------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From payerle at physics.umd.edu Mon Apr 3 13:36:51 2006 From: payerle at physics.umd.edu (Thomas M. Payerle) Date: Mon, 3 Apr 2006 13:36:51 -0400 (EDT) Subject: [rt-users] Re: RT ticket from web page? (Mike Dent) In-Reply-To: <20060402160004.F37C14D8247@diesel.bestpractical.com> References: <20060402160004.F37C14D8247@diesel.bestpractical.com> Message-ID: > Hi, > I'd like to include some code to input a ticket to my RT box on one of > my web pages. > I need the ability to put data in to some custom fields too. > I'd like to include some anti-spam capability on the web page too, > such as one of those distorted > images containing characters which you need to input correctly. > > The RT box and apache web server are located on different boxes, on > different networks. > > Is this possible and could some kind soul point me in the right > direction please? > This can be done fairly easily. I've not done it with different boxes for RT and web server, but I do not think that is a big problem. I have a set up wherein via an anonymous web connection an user connects to a static html form I created, and when submit it gets processed by standard CGI to submit the request in a designated queue. The meat of the CGI code is ------ use RT::Interface::CLI qw(CleanEnv); CleanEnv(); use RT; RT::LoadConfig(); RT::Init(); use RT::Ticket; use RT::CustomField; my $system = $RT::SystemUser; my $customfield = new RT::CustomField($system); sub submit_request($) { my $hash = shift; my $ticket = new RT::Ticket($system); my $ticket_body = MIME::Entity->build(Data => $hash->{Content}, Type => 'text/plain'); my %ticket_vals = ( Queue => $queue, Subject => $hash->{Subject}, Requestor => $hash->{RequestorEmail}, ); my @custom_fields = qw( RequestorName RequestorEmail RequestorBuilding RequestorRoom RequestorPhone RequestorAltPhone RequestorAltEmail RequestorBestTime ); my ($fld, $val); foreach $fld (@custom_fields) { next unless exists $hash->{$fld}; $val = $hash->{$fld}; next unless defined $val && $val; set_custom_field(\%ticket_vals, $fld, $val); } set_custom_field(\%ticket_vals,'RequestorUsername',''); my ($id, $transaction_object, $err) = $ticket->Create(%ticket_vals); fatal_error($err) unless $err=~/created/; return $id; } sub set_custom_field($$$) { my $phash = shift; my $field = shift; my $val = shift; my $res = $customfield->LoadByName(Name=>$field); my $id = $customfield->Id; $phash->{"CustomField-$id"} = $val; } ----- The hash coming into submit_request() contains keys for each legit field in the form, with values being the values. (It is assumed to have been previously sanitized, checked for missing required values, etc.) I believe that in order for this to work, the CGI script needs ability to access to RT database. It seemed to just happen when the two are the same machine, but will likely need some tweaking if on different systems. An alternative route if that does not work too well is to cheat and use the rt-mailgate package, guts as follows: ------ sub submit_request($) { my $hash = shift; my $subj_line="Subject: " . $hash->{Subject}; my $queue = $hash->{Queue} || "General"; my $from_line = "From: " . $hash->{Username}; my $uidline = "Uid: " . $hash->{Username}; my $url = "https://physhelp.physics.umd.edu/rt"; my $description = $hash->{Description}; my $rtmailgate = "/dept/phys/software/rt/bin/rt-mailgate"; open(PIPE,"| $rtmailgate --queue $queue --url $url") or fatal_error("Unable to open pipe"); print PIPE < Hi Alex, Thank you for writing. I should have looked a bit claser at the Classe configuration option. Thank you for the information. Take care! Nick ------------------------------------------------------------------------ --------- Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax nmetrowsky at digitalglobe.com DigitalGlobe (r), An Imaging and Information Company http://www.digitalglobe.com ------------------------------------------------------------------------ --------- -----Original Message----- From: chmrr at zoq-fot-pik.mit.edu [mailto:chmrr at zoq-fot-pik.mit.edu] On Behalf Of Alex Vandiver Sent: Monday, April 03, 2006 11:45 AM To: Nick Metrowsky Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RTFM C2.20RC2 On Mon, 2006-04-03 at 11:29 -0600, Nick Metrowsky wrote: > I have one question, how do I create Topics? There is a space for > Topics on the article, but I do no see a method for actually creating > them. Any ideas would be most welcome. Topics are set per class -- via the menus, Configuration > RTFM > Classes > SomeClass > Topics - Alex From alexmv at bestpractical.com Mon Apr 3 13:45:23 2006 From: alexmv at bestpractical.com (Alex Vandiver) Date: Mon, 03 Apr 2006 13:45:23 -0400 Subject: [rt-users] RTFM C2.20RC2 In-Reply-To: References: Message-ID: <1144086323.9096.1.camel@localhost> On Mon, 2006-04-03 at 11:29 -0600, Nick Metrowsky wrote: > I have one question, how do I create Topics? There is a space for > Topics on the article, but I do no see a method for actually creating > them. Any ideas would be most welcome. Topics are set per class -- via the menus, Configuration > RTFM > Classes > SomeClass > Topics - Alex From KFCrocker at lbl.gov Mon Apr 3 14:45:28 2006 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 03 Apr 2006 11:45:28 -0700 Subject: [rt-users] Change control In-Reply-To: <200604022344.36788.putzoa@gmx.de> References: <4416F775.8020307@slac.stanford.edu> <441711CC.1050208@lbl.gov> <200604022344.36788.putzoa@gmx.de> Message-ID: <44316D48.9040305@lbl.gov> Andreas, Good comment on users approving between stages. We have one Approval Queue (visable to the users) that handles requests for several Queses where the work is done. The priviledges are set so the user/requestor can always see their request, regardless of Queue, but they can only create tickets in the Approval Queue. After review and approval, then the request is moved to the working Queue and at that time we have a script that kicks in for that move, which set stautses the way we want. We don't use any of the default global scripts for the Approval Queues. We think we have more control that way and the Tickets are more visable to the user as well. But hey, good ideas. I like exchanging thoughts and philosophies on work-flow and stuff. Thanks for your ideas. Kenn Andreas Putzo wrote: > Hi Ken, > > On Tuesday 14 March 2006 19:56, Ken Crocker wrote: > >> We are attempting to do just that here at LBNL. The "APPROVAL" setup >> in RT does not seem to create the kind of audit trail we would like. We >> would like a request to keep it's number, that way every stage, from >> approval for work to approval for Acceptance testing to approval for >> installation is in history for the same request numer and therefore >> easier to track. If RT would allow for a few more options in the >> drop-down selection for staus (like "pending approvel", "approved for >> work", "approved for QA", "approved for inplementation"), we could write >> scrips to move a request from a particular approval queue to a work >> queue and back to another approval queue (for QA as an example) and on >> to implemntation. That way queues can be used as steps in a work flow >> and the history of a request remains intact with the same number, going >> from queue to queue in the workflow. >> > > I managed the different approval stages with one queue for each stage, > moving the ticket accordingly. > For convenience, i used the callback in /Elements/RT__Ticket/ColumnMap to > display the actual stage in the status field on the 'RT at a glance' page. > Approval ist requested with a CustomField i created therefor, the stage > status is saved in a hidden CustomField. You may also count the existing > (resolved) dependencies for a ticket within the workflow, but the hidden > custom field works more smoothly, i think. > Just make sure, your co-workers aren't able to resolve tickets in > between :) > > regards, andreas > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From cfernandez at voicesignal.com Mon Apr 3 15:40:36 2006 From: cfernandez at voicesignal.com (Christian Fernandez) Date: Mon, 03 Apr 2006 15:40:36 -0400 Subject: [rt-users] I need some advice/help Message-ID: <44317A34.2040900@voicesignal.com> I have just finish installing RT under Gentoo, I added the apache config and mysql tables etc .. I can log in as root change the password etc.. now my problem or question is: my mail server is in another server, this server with RT is on have a mail server (postfix) but is only been configure for programs to sent email.. but have nothing to do with the real main company mail server(also running postfix) how can I make RT use this mail server? since I need people to use the web and email to open support tickets, as soon I get this figure out I can start testing it. I will love if any one have wrote a howto or a doc in how to get this working, if so please point me to it.. if not please illuminate me.. PS: I was reading how to change the logo... after my setup I have this under folder /var/www/support.lan.mycompany.com cgi-bin htdocs images rt rt have installed files under htdocs folder and under rt folder but in the howto to change the logo it wont say what files and some are similar Cheers Christian Fernandez -------------- next part -------------- A non-text attachment was scrubbed... Name: cfernandez.vcf Type: text/x-vcard Size: 572 bytes Desc: not available URL: From purp at acm.org Mon Apr 3 16:00:41 2006 From: purp at acm.org (Jim Meyer) Date: Mon, 03 Apr 2006 13:00:41 -0700 Subject: [rt-users] New Wiki Page: SiteConfig Message-ID: <1144094441.7484.6.camel@zodiac.pdi.com> Hello! I went looking in the wiki for someplace to document interesting config variables I find in the code and couldn't, so I made one: http://wiki.bestpractical.com/?SiteConfig It includes a brief sketch of the file's purpose and how to twiddle with it, then dives into listing interesting config variables, the sources in which they're used, and how to set and/or use them. Please feel free to add more; if you discover one you don't have time to write up, please add it to the "To Be Documented" section with the name of the source you found it in parenthesized (there are examples already since I don't have time to write up the WebExt* crowd at present =\) Cheers! --j -- Jim Meyer, Geek at Large purp at acm.org From dylan.masson at gmail.com Mon Apr 3 16:12:11 2006 From: dylan.masson at gmail.com (Dylan Masson) Date: Mon, 3 Apr 2006 16:12:11 -0400 Subject: [rt-users] Nothing displayed after selecting a quicksearch on a queue. Message-ID: Heya everyone, I have a bit of an odd one here. I imagine that there has to be something in a config file that's pointing to the wrong location, but I'm not sure where it's picking it up. Using RT 3.4.5, I get a page with no results displayed after selecting a queue that has tickets in it. If I open the spreadsheet link from the results, the data is there, and correct. Looking through my web error logs, I see the following: [Mon Apr 03 15:57:46 2006] [error] [Mason] File does not exist: /opt/rt3/share/html/Search/index.html [Mon Apr 03 15:57:46 2006] [error] [Mason] File does not exist: /opt/rt3/share/html/_vti_inf.html [Mon Apr 03 15:57:46 2006] [error] [Mason] File does not exist: /opt/rt3/share/html/_vti_bin/shtml.exe/_vti_rpc [Mon Apr 03 15:57:46 2006] [error] [Mason] File does not exist: /opt/rt3/share/html/Search/index.html I should also point out that I'm not running any FP Server Extension (and I doubt that RT put any on there). Any input on this would be appreciated. Thanks, Dyl From cfernandez at voicesignal.com Mon Apr 3 17:02:36 2006 From: cfernandez at voicesignal.com (Christian Fernandez) Date: Mon, 03 Apr 2006 17:02:36 -0400 Subject: [rt-users] [Fwd: Ticket creation failed] Message-ID: <44318D6C.2070608@voicesignal.com> ok I read about using procmail with my imap server in the wiki, I am trying this.. I added in my postfix server 4 alias to rt at mydomain.com of course I created an imap account for rt at mydomain.com I test from the rt server fetchmail and works.. t at matrix ~/etc $ fetchmail 1 message for rt at mail.mydomain.com. reading message rt at pisces.mycomain.com:1 of 1 (1459 header octets) . (1036 body octets) . flushed I know it works cause before I sent a test email it say no messages on server and now I sent a test email to and alias that is the same name of one of my created queues and I get this email below saying in spanish that I dont have permissions for queue General... but... I disable general and added 4 of my own and those are the ones I put in the alias and the email I sent it was to one of this alias.. -------- Original Message -------- Subject: Ticket creation failed Date: Mon, 3 Apr 2006 16:58:43 -0400 (EDT) From: RT_CorrespondAddressNotSet at voicesignal.com To: cfernandez at voicesignal.com No tiene privilegios para crear tickets en la cola 'General' -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: file:///tmp/nsmail-1.tmp URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: cfernandez.vcf Type: text/x-vcard Size: 572 bytes Desc: not available URL: From eric.horne at teradyne.com Mon Apr 3 16:53:35 2006 From: eric.horne at teradyne.com (Eric Horne) Date: Mon, 03 Apr 2006 13:53:35 -0700 Subject: [rt-users] Validation of workflow Message-ID: <44318B4F.1070304@teradyne.com> I'm using RT 3.4.4 fairly successfully at my company to handle day to day requests for my group. Some of these requests involve multiple groups (setting up for a new build, for example). So we've implemented a kind of workflow where the initial ticket is created, work is done, and when it reaches a certain milestone (as indicated by the owner of the ticket via transaction custom fields) another ticket is created so that part of the setup can be started in parallel. That second ticket is created in a different queue and copies some of the custom field values out of the original. We've found that there are times when the owner says the work has reached the milestone, but have not completely filled in all the required custom fields. Interally, we use the custom fields to record and communicate attributes of the work (build location, for example), so when that information is missing, people get confused. The owner indicates the milestone as a yes/no custom field on transactions. There is a Scrip that fires if there is a transaction custom field is set to "yes" and that creates the new ticket in the other queue. What I'd like is one of the following, and I was wondering if anyone has either implemented these or has any other ideas. 1)If the custom field was conditionally available on the WebRT form based on some generic condition (like the build location is not null), we can prevent anyone from indicating that milestone until criteria have been met. 2) There is an opportunity to feedback to the user that the milestone change is not valid prior to committing the transaction (in other words, the transaction is conditionally allowed to proceed). If the transaction fails to meet some criteria (generic condition code), it provides immediate feedback to the owner about why. This would obviously force the owner to meet criteria prior to setting the milestone. One problem we think we have with using scrips as they exist now is that the mechanism to create the second ticket may occur before the "milestone is valid" check. We could combine the two scrips into one, but then feedback is not very effective (send e-mail saying hey this didn't work). The fear is that the owner will in his mind think he is done, delete the e-mail stating he's not, resolve the ticket and never really create the second ticket. Any thoughts? Any other suggestions? Thanks -Eric -eric From jszabo at dilligaff.rutgers.edu Mon Apr 3 17:10:42 2006 From: jszabo at dilligaff.rutgers.edu (joe) Date: Mon, 3 Apr 2006 17:10:42 -0400 (EDT) Subject: [rt-users] can't locate Apache2.pm in Suse 10.0 with rt 3.4.5 Message-ID: Ok, I'm in suse 10 with rt 3.4.5. When I try to start apache2 it says this: Starting httpd2 (prefork) failed No root path(s) specified at /opt/rt3/bin/webmux.pl line 98 [Mon Apr 03 16:58:38 2006] [error] Can't locate Apache2.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib /srv/www/perl-lib /usr/lib/perl5/5.8.7/i586-linux-thread-multi /usr/lib/perl5/5.8.7 /usr/lib/perl5/site_perl/5.8.7/i586-linux-thread-multi /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.7/i586-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.7 /usr/lib/perl5/vendor_perl . /srv/www) at (eval 198) line 3.\n [Mon Apr 03 16:58:38 2006] [error] Can't load Perl module Apache2 for server xxx.xxx.xxx:0, exiting... Joe Szabo CCF Netops Rutgers University From travis.campbell at amd.com Mon Apr 3 16:31:31 2006 From: travis.campbell at amd.com (Travis Campbell) Date: Mon, 03 Apr 2006 15:31:31 -0500 Subject: [rt-users] Canned responses In-Reply-To: <8d4ad9b90603301318oe583a63s1ca04e6115de9a12@mail.gmail.com> References: <8d4ad9b90603301318oe583a63s1ca04e6115de9a12@mail.gmail.com> Message-ID: <44318623.8030306@amd.com> John Paul Hayes wrote: > > Therefore, would it be difficult to modify RT to include a canned response > facility where by in reply to > a support query you could select the appropiate response from a drop down > menu (by subject) and e-mail this in reply to the query. > It's already implemented. You're looking for RTFM (the RT FAQ Manager). It has the functionality you're looking for. 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 jag at fsf.org Mon Apr 3 18:07:08 2006 From: jag at fsf.org (Joshua Ginsberg) Date: Mon, 03 Apr 2006 18:07:08 -0400 Subject: [rt-users] RTFM error Message-ID: <1144102028.27938.20.camel@localhost.localdomain> Using RT 3.0.12 and RTFM 2.0.3 on Breezy installed from apt, trying to get to /RTFM/index.html I get the following error: error: Can't locate object method "new" via package "RT::FM::ArticleCollection" (perhaps you forgot to load "RT::FM::ArticleCollection"?) at /usr/share/request-tracker3/html/RTFM/Elements/NewestArticles line 60. context: ... 56: <%INIT> 57: my $rows = 10; 58: my $i; 59: my $MyArticles; 60: $MyArticles = new RT::FM::ArticleCollection ($session{'CurrentUser'}); 61: $MyArticles->UnLimit; 62: $MyArticles->RowsPerPage($rows); 63: $MyArticles->OrderBy(FIELD => 'LastUpdated', ORDER => 'DESC'); 64: ... code stack: /usr/share/request-tracker3/html/RTFM/Elements/NewestArticles:60 /usr/share/request-tracker3/html/RTFM/index.html:24 /usr/share/request-tracker3/html/autohandler:200 raw error Can't locate object method "new" via package "RT::FM::ArticleCollection" (perhaps you forgot to load "RT::FM::ArticleCollection"?) at /usr/share/request-tracker3/html/RTFM/Elements/NewestArticles line 60. Trace begun at /usr/share/perl5/HTML/Mason/Exceptions.pm line 128 HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method "new" via package "RT::FM::ArticleCollection" (perhaps you forgot to load "RT::FM::ArticleCollection"?) at /usr/share/request-tracker3/html/RTFM/Elements/NewestArticles line 60.^J') called at /usr/share/request-tracker3/html/RTFM/Elements/NewestArticles line 60 HTML::Mason::Commands::__ANON__ at /usr/share/perl5/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x995b944)') called at /usr/share/perl5/HTML/Mason/Request.pm line 1232 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 1226 HTML::Mason::Request::comp(undef, undef) called at /usr/share/request-tracker3/html/RTFM/index.html line 24 HTML::Mason::Commands::__ANON__ at /usr/share/perl5/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x98ae44c)') called at /usr/share/perl5/HTML/Mason/Request.pm line 1232 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 1226 HTML::Mason::Request::comp(undef, undef) called at /usr/share/perl5/HTML/Mason/Request.pm line 898 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x987f2b4)') called at /usr/share/request-tracker3/html/autohandler line 200 HTML::Mason::Commands::__ANON__ at /usr/share/perl5/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x98ad348)') called at /usr/share/perl5/HTML/Mason/Request.pm line 1227 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 1226 HTML::Mason::Request::comp(undef, undef, undef) called at /usr/share/perl5/HTML/Mason/Request.pm line 458 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 458 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 410 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x987f2b4)') called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 160 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x987f2b4)') called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 810 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x839baa8)', 'Apache=SCALAR(0x839bc4c)') called at /usr/share/request-tracker3/libexec/webmux.pl line 139 eval {...} at /usr/share/request-tracker3/libexec/webmux.pl line 139 RT::Mason::handler('Apache=SCALAR(0x839bc4c)') called at /dev/null line 0 eval {...} at /dev/null line 0 It seems I'm not the only one to have encountered this: http://www.gossamer-threads.com/lists/rt/devel/38405 And probably also this guy here: http://lists.fsck.com/pipermail/rt-users/2003-July/015156.html http://lists.fsck.com/pipermail/rt-users/2003-July/015358.html And for fear of invoking a link back to the Wiki's How to as questions: 1) "whether your problem is on a new installation, or a system which has been running properly in production." : This is after doing an apt-get dist-upgrade 2) "shell> uname-a - OS, Distribution" : "Linux rt 2.6.8.1-tyan-mini-tower #1 Tue Oct 11 11:50:27 EDT 2005 i686 GNU/Linux" on Breezy Badger 3) "RT, Perl, RTFM, DBIx::SearchBuilder, Apache, ModPerl, FastCGI, MySQL, PostgresSQL versions." ||/ Name Version Description +++-==============-==============-============================================ ii apache 1.3.33-8ubuntu versatile, high-performance HTTP server ii libapache-mod- 1.29.0.3-8ubun integration of perl with the Apache web serv ii libdbix-search 1.27-1 Encapsulate SQL queries and rows in simple p ii mysql-server 4.0.24-10ubunt mysql database server binaries ii perl 5.8.7-5ubuntu1 Larry Wall's Practical Extraction and Report ii request-tracke 3.0.12-8 Extensible trouble-ticket tracking system ii rtfm 2.0.3-1 RT FAQ Manager 4) "Don't forget to attach errors, logs, think about debug log level." - Output includes stack trace 5) "In any case try to search in the archives of the RT mailing lists." - Clearly I've searched 6) "If you are not running the most recent stable version of RT/RTFM/RTIR then upgrade before asking your question. " - No. :-) Thanks! -jag -- Joshua Ginsberg Free Software Foundation - Senior Systems Administrator -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 191 bytes Desc: This is a digitally signed message part URL: From phanoko at yahoo.com Mon Apr 3 18:17:17 2006 From: phanoko at yahoo.com (Phanoko) Date: Mon, 3 Apr 2006 15:17:17 -0700 (PDT) Subject: [rt-users] Priority Bumps Message-ID: <20060403221717.42932.qmail@web53908.mail.yahoo.com> Is there a way to have the priorities bump over time in a queue?? I have mine that go from 4 - 1, 4 being the lowest.. When they sit in the queue "BOB" for 24 hours can it change from a 4 to a 3 and remind the owner of the ticket they have? __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From jcolson at realm.ination.cc Mon Apr 3 18:38:49 2006 From: jcolson at realm.ination.cc (Joshua Colson) Date: Mon, 03 Apr 2006 15:38:49 -0700 Subject: [rt-users] Priority Bumps In-Reply-To: <20060403221717.42932.qmail@web53908.mail.yahoo.com> References: <20060403221717.42932.qmail@web53908.mail.yahoo.com> Message-ID: <1144103929.9317.3.camel@s60r.ination.com> Yes. Read about rt-crontool and Scrips. On Mon, 2006-04-03 at 15:17 -0700, Phanoko wrote: > Is there a way to have the priorities bump over time > in a queue?? I have mine that go from 4 - 1, 4 being > the lowest.. > When they sit in the queue "BOB" for 24 hours can it > change from a 4 to a 3 and remind the owner of the > ticket they have? > > __________________________________________________ > 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 > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > > !DSPAM:14,44319db1141052092689675! > > From ruslan.zakirov at gmail.com Mon Apr 3 18:39:13 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 4 Apr 2006 02:39:13 +0400 Subject: [rt-users] RT performance or feature request In-Reply-To: <4430D97C.7030908@clusterfs.com> References: <4430D97C.7030908@clusterfs.com> Message-ID: <589c94400604031539g1aabcbefn829f0c9f59f4b223@mail.gmail.com> On 4/3/06, lwang wrote: > Hi there, > Now RT will list all children of a ticket including non-direct children. > > I have a ticket containing a very deep hierarchy tree, around 5,000 > tickets, but with only 50 direct children. Disastrously, it takes RT > around 20 minutes to opening the ticket. Heh :( Most probably want to turn on logging in your DB. Start from mysql slow queries log. > > When I dived into this problem, I found that the time was spent on > querying mysql database, around 15 minutes. > > Do you have any idea on improving the performance of mysql. You can grab list of the queries RT runs to show you that ticket and check if all the queries use indexes. > > My box: 4G mem, dual Intel 2.8 G. > > If we can't improve the performance of mysql, is it possible to list > only the direct children? Yep. You can hack RT a little. > > Thanks for any hint. > > - Wang > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From msnyder at servervault.com Mon Apr 3 20:59:09 2006 From: msnyder at servervault.com (Mathew Snyder) Date: Mon, 03 Apr 2006 20:59:09 -0400 Subject: [rt-users] RTx::Shredder install failed, how to remove Message-ID: <4431C4DD.4050306@servervault.com> How does one unistall RTx::Shredder? -- Mathew Snyder Systems Administrator Network+ ServerVault TechOps From msnyder at servervault.com Mon Apr 3 21:05:38 2006 From: msnyder at servervault.com (Mathew Snyder) Date: Mon, 03 Apr 2006 21:05:38 -0400 Subject: [rt-users] problem with RT Message-ID: <4431C662.40801@servervault.com> Getting error after login: Can't locate object method "Table" via package "Tickets" (perhaps you forgot to load "Tickets"?) at /usr/local/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle/Pg.pm line 214 Any idea what the problem might be. Started after installing Shredder. -- Mathew Snyder Systems Administrator Network+ ServerVault TechOps From ruslan.zakirov at gmail.com Mon Apr 3 21:12:22 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 4 Apr 2006 05:12:22 +0400 Subject: [rt-users] problem with RT In-Reply-To: <4431C662.40801@servervault.com> References: <4431C662.40801@servervault.com> Message-ID: <589c94400604031812q2b817cb5r7333f41e59b74e57@mail.gmail.com> RT, Shredder versions? On 4/4/06, Mathew Snyder wrote: > Getting error after login: > > Can't locate object method "Table" via package "Tickets" (perhaps you > forgot to load "Tickets"?) at > /usr/local/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle/Pg.pm > line 214 > > Any idea what the problem might be. Started after installing Shredder. > > > -- > Mathew Snyder > Systems Administrator > Network+ > ServerVault TechOps > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Mon Apr 3 21:14:58 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 4 Apr 2006 05:14:58 +0400 Subject: [rt-users] RTx::Shredder install failed, how to remove In-Reply-To: <4431C4DD.4050306@servervault.com> References: <4431C4DD.4050306@servervault.com> Message-ID: <589c94400604031814h1c7f5e38ud94e963a99dcd930@mail.gmail.com> there is no easy way unless you used g-cpan (Gentoo) or cpan2rpm (RH) utils. There is MANIFEST file that is shipped with Shredder tarball that list all the files this extension has, you have to delete files from lib, html and sbin dirs. On 4/4/06, Mathew Snyder wrote: > How does one unistall RTx::Shredder? > > -- > Mathew Snyder > Systems Administrator > Network+ > ServerVault TechOps > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Mon Apr 3 21:31:01 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 4 Apr 2006 05:31:01 +0400 Subject: [rt-users] FW: [Rt-devel] Problem with Rt-Shredder In-Reply-To: <3E88364AF578694C9BBFE357115E2EDE01F05CD3@jsy-qr-is.is.foreshore.net> References: <3E88364AF578694C9BBFE357115E2EDE01F05CD3@jsy-qr-is.is.foreshore.net> Message-ID: <589c94400604031831g122ee16dg6fb73fa845265af8@mail.gmail.com> Could you try version 0.03_03? May be it's not yet on CPAN, but you can grab it from https://pause.perl.org/incoming/RTx-Shredder-0.03_03.tar.gz On 3/31/06, Dave Wells wrote: > Hi, > > Has anyone seen this before or got any updates, as this error is killing > the purges all the time on my systems. > > Regards > Dax > > -----Original Message----- > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > Sent: 24 March 2006 09:09 > To: Dave Wells > Cc: RT users > Subject: Re: [rt-users] FW: [Rt-devel] Problem with Rt-Shredder > > Dave, thanks for the good report. Now I have all info I need to > investigate problem. I'll poke at it today to see if I have easy > solution for this and send you note. > > On 3/24/06, Dave Wells wrote: > > > > > > Hi, > > > > Thanks for the pointers. > > > > RT Version: 3.4.4 > > Shredder: 0.03_01 > > > > I am running this on a secondary MySQL server to test timings. The > > error occurs when I run rt-shredder as below: > > > > /usr/local/rt3/local/sbin/rtx-shredder --plugin > > 'Tickets=status,deleted;updated_before,2003-10-05 > > 21:39:34;limit,10000' --sqldump /tmp/rt3_dump.sql > > > > Now I have tried the limit at various settings as low as 5 and up to > > 20000, the shredder will work for various periods of time from 30secs > > to over an hour before it hits this error but it does hit it this > > error more often than not and in fact the only times it doesn't is > > when there is a very low limit set "i.e up to 10". > > > > The other errors that the shredder reports around this error as below: > > > > [root at linuxserv02 root]# date > > Thu Mar 23 14:50:38 GMT 2006 > > [root at linuxserv02 root]# > > /usr/local/rt3/local/sbin/rtx-shredder --plugin > > 'Tickets=status,deleted;updated_before,2003-10-05 > > 21:39:34;limit,2000' --sqldump /tmp/rt3_dump.sql --force > > > > SQL dump file is '/tmp/rt3_dump.sql' > > [Thu Mar 23 14:52:59 2006] [crit]: RT::Ticket=HASH(0xa66112c) tried to > > > load a bogus ticket: 216 > > (/usr/local/rt3/lib/RT/Ticket_Overlay.pm:257) > > [Thu Mar 23 14:52:59 2006] [crit]: Can't locate object method "caught" > > > via package "RTx::Shredder::Exception::Info" at > > /usr/local/rt3/local/sbin/rtx-shredder line 107. > > > > (/usr/local/rt3/lib/RT.pm:295) > > [root at linuxserv02 root]# date > > Thu Mar 23 14:53:23 GMT 2006 > > > > After the above run the /tmp/rt3_dump.sql logfile was as attached. > > > > > > <> > > Regards > > > > > > Dax > > > > -----Original Message----- > > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > > Sent: 23 March 2006 12:55 > > To: Dave Wells > > Cc: RT users > > Subject: Re: [Rt-devel] Problem with Rt-Shredder > > > > RT version? Shredder version? > > What did you do when you got this? > > What other errors near that one? > > > > This thread should be in rt-users@ and also always Cc to the author of > > > the extension. > > > > On 3/23/06, Dave Wells wrote: > > > Hi, > > > > > > I am using rt-shredder to thin out my RT database. However I keep > > > getting the following error: > > > > > > [Thu Mar 23 11:31:48 2006] [crit]: Can't locate object method > "caught" > > > via package "RTx::Shredder::Exception::Info" > > > > > > Does anyone know how to fix this? > > > > > > Regards > > > > > > Dax > > > > > > > > ______________________________________________________________________ > > > This email has been scanned by the MessageLabs Email Security > System. > > > For more information please visit > > http://www.messagelabs.com/email > > > > > ______________________________________________________________________ > > > _______________________________________________ > > > List info: > > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel > > > > > > Best Practical is hiring! Come hack Perl for us: > > > http://bestpractical.com/about/jobs.html > > > > > > > > > -- > > Best regards, Ruslan. > > > > ______________________________________________________________________ > > This email has been scanned by the MessageLabs Email Security System. > > For more information please visit > > http://www.messagelabs.com/email > > ______________________________________________________________________ > > ______________________________________________________________________ > > This email has been scanned by the MessageLabs Email Security System. > > For more information please visit > > http://www.messagelabs.com/email > > ______________________________________________________________________ > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com Commercial support: > > sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > We're hiring! Come hack Perl for Best Practical: > > http://bestpractical.com/about/jobs.html > > > > > > > > > -- > Best regards, Ruslan. > > ______________________________________________________________________ > This email has been scanned by the MessageLabs Email Security System. > For more information please visit http://www.messagelabs.com/email > ______________________________________________________________________ > > ______________________________________________________________________ > This email has been scanned by the MessageLabs Email Security System. > For more information please visit http://www.messagelabs.com/email > ______________________________________________________________________ > -- Best regards, Ruslan. From rickr at rice.edu Mon Apr 3 21:49:27 2006 From: rickr at rice.edu (Rick Russell) Date: Mon, 03 Apr 2006 21:49:27 -0400 Subject: [rt-users] Validation of workflow In-Reply-To: <44318B4F.1070304@teradyne.com> References: <44318B4F.1070304@teradyne.com> Message-ID: <4431D0A7.6020908@rice.edu> Eric Horne wrote: > We've found that there are times when the owner says the work has > reached the milestone, but have not completely filled in all the > required custom fields. You could check the state of those custom fields before you commit anything. Doesn't RT->Logger have the ability to post messages that the user can see at the top of the page? Like $RT::Logger->error("Fill in the Building field, dingus!"); I've never actually used that, but I suppose I could. > The owner indicates the milestone as a yes/no custom field on > transactions. There is a Scrip that fires if there is a transaction > custom field is set to "yes" and that creates the new ticket in the > other queue. Remember you can have two different bits of commit code: the "prep" code that has to return true, and the "commit" code that has to return true. So you could perform these checks in the prep code, and fail to commit if the prep code doesn't check out. > 1)If the custom field was conditionally available on the WebRT form > based on some generic condition (like the build location is not null), Gack, no idea. > 2) There is an opportunity to feedback to the user that the milestone > change is not valid prior to committing the transaction (in other words, > the transaction is conditionally allowed to proceed). If the transaction > fails to meet some criteria (generic condition code), it provides > immediate feedback to the owner about why. Yeah, look into $RT->Logger. Rick R. From mark at langkau.org Mon Apr 3 22:55:32 2006 From: mark at langkau.org (Mark Langkau) Date: Mon, 03 Apr 2006 21:55:32 -0500 Subject: [rt-users] Need to approve ticket replies before sending to requestors Message-ID: <4431E024.5060702@langkau.org> I'm new to RT and I'm wondering how to accomplish a new task. (I do have a working RT 3.4.5 system) For certain queues I need to review all replies before sending them to the requestor. In a way, it is the opposite of the Customer Service configuration example in the RT Essentials book. In the book example, a Customer Service Review group can look at support requests but not modify them. Here, I need the support reps to comment (perhaps), never reply directly to the requestor, and have a separate review group approve and send the reply. In my scenario, I have a group of subcontracted support reps that will get a copy of each new ticket (by email) and will draft a reply. I need to have an internal staff group review each draft reply, and either approve it to be sent to the requestor, or correct the reply before sending (and send corrected copy, perhaps, back to the support rep). The requestor will see replies only from our company. A variation of this scenario is to review replies created by new support reps in training before allowing the reply to be sent to the requestor. I have been told to assume the subcontracted support reps may not have access to the RT web interface (they have their own proprietary system) and RT will email copies of tickets to them, and they will reply to us using the RT tracking ID in the email subject field. Has anyone else tried this? How would you approach this? Thanks! Mark -- From lwang at clusterfs.com Mon Apr 3 23:36:36 2006 From: lwang at clusterfs.com (lwang) Date: Tue, 04 Apr 2006 11:36:36 +0800 Subject: [rt-users] RT performance or feature request In-Reply-To: <5613F89D78D2F545A40423EBA5535C300E75CF0B@LAXEVS01.lax.corp.int.untd.com> References: <5613F89D78D2F545A40423EBA5535C300E75CF0B@LAXEVS01.lax.corp.int.untd.com> Message-ID: <4431E9C4.5010203@clusterfs.com> Schultz, Eric wrote: >>I have a ticket containing a very deep hierarchy tree, around 5,000 >>tickets, but with only 50 direct children. Disastrously, it takes RT >>around 20 minutes to opening the ticket. >> >>When I dived into this problem, I found that the time was spent on >>querying mysql database, around 15 minutes. >> >>Do you have any idea on improving the performance of mysql. >> >>My box: 4G mem, dual Intel 2.8 G. >> >>If we can't improve the performance of mysql, is it possible to list >>only the direct children? >> >>Thanks for any hint. >> >>- Wang > > > Why do you have such a deep/large heirarchy for one ticket? You really > shouldn't do this in the future, I don't think there is anything you can > do in the backend to speed things up. > > Eric Schultz > United Online This tree was migrated from Bugzilla. Typically, we have hundreds of tickets under a tree. Because of the simplicity of Bugzilla, it can handle such an extreme without difficulty. From azfarhusain at yahoo.com Tue Apr 4 02:04:29 2006 From: azfarhusain at yahoo.com (Its Azfar) Date: Mon, 3 Apr 2006 23:04:29 -0700 (PDT) Subject: [rt-users] Installing RTFM on RPM based RT. In-Reply-To: <589c94400604030317y714d9a78v74b39a28482cf2a0@mail.gmail.com> Message-ID: <20060404060429.95002.qmail@web36905.mail.mud.yahoo.com> I have installed RT 3.4.5 by RPMs on FC4 and its working fine. Now I need to install RTFM on it but i dont know whats the RT instance paths for Makefile.pl Any help regarding RTFM Makefile.pl Thanks. __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From anthony at bondimaging.com Tue Apr 4 02:39:39 2006 From: anthony at bondimaging.com (Anthony Goddard) Date: Tue, 4 Apr 2006 16:39:39 +1000 Subject: [rt-users] Public demos Message-ID: Hi Guys, are there any good publically available RT demo's that people know of? Particually ones that have been customised by users? I'd love to see what people have done / what's possible! Cheers, Anthony -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Tue Apr 4 03:26:19 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 4 Apr 2006 11:26:19 +0400 Subject: [rt-users] Public demos In-Reply-To: References: Message-ID: <589c94400604040026s175e7390scd62e767f455b6a9@mail.gmail.com> http://rt.cpan.org/ On 4/4/06, Anthony Goddard wrote: > > Hi Guys, are there any good publically available RT demo's that people know > of? Particually ones that have been customised by users? > I'd love to see what people have done / what's possible! > > Cheers, > > Anthony > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > > -- Best regards, Ruslan. From cto at lanusa.com Tue Apr 4 05:55:23 2006 From: cto at lanusa.com (Michael Erana) Date: Tue, 4 Apr 2006 05:55:23 -0400 Subject: [rt-users] New Wiki Page: SiteConfig Message-ID: Salutations! I added the LDAP vars into the "To Be Documented" section and also re-arranged the order of items in that list to keep it sane. I'll try to add some stuff to this once I get a bit more time but I wanted to put down the placeholder. Michael Era?a, CISSP CTO PC Network, Inc. eranam at lanusa.com |=> -----Original Message----- |=> From: rt-users-bounces at lists.bestpractical.com |=> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf |=> Of Jim Meyer |=> Sent: Monday, April 03, 2006 4:01 PM |=> To: Request Tracker Users Mailing List |=> Subject: [rt-users] New Wiki Page: SiteConfig |=> |=> Hello! |=> |=> I went looking in the wiki for someplace to document |=> interesting config variables I find in the code and |=> couldn't, so I made one: |=> |=> http://wiki.bestpractical.com/?SiteConfig |=> |=> It includes a brief sketch of the file's purpose and how to |=> twiddle with it, then dives into listing interesting config |=> variables, the sources in which they're used, and how to |=> set and/or use them. |=> |=> Please feel free to add more; if you discover one you don't |=> have time to write up, please add it to the "To Be |=> Documented" section with the name of the source you found |=> it in parenthesized (there are examples already since I |=> don't have time to write up the WebExt* crowd at present =\) |=> |=> Cheers! |=> |=> --j |=> -- |=> Jim Meyer, Geek at Large |=> purp at acm.org |=> |=> _______________________________________________ |=> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users |=> |=> Community help: http://wiki.bestpractical.com Commercial |=> support: sales at bestpractical.com |=> |=> |=> Discover RT's hidden secrets with RT Essentials from |=> O'Reilly Media. |=> Buy a copy at http://rtbook.bestpractical.com |=> |=> |=> We're hiring! Come hack Perl for Best Practical: |=> http://bestpractical.com/about/jobs.html |=> From andrew at abilene.com Tue Apr 4 09:40:24 2006 From: andrew at abilene.com (Andrew Rice) Date: Tue, 4 Apr 2006 08:40:24 -0500 Subject: [rt-users] Oldest Unowned Tickets In-Reply-To: <20060404063959.1D1A94D8346@diesel.bestpractical.com> References: <20060404063959.1D1A94D8346@diesel.bestpractical.com> Message-ID: <20060404134024.GA25566@zeus.linuxmountain.org> Hey all, Just curious if anyone might know how to manipulate the code into getting the oldest unowned tickets to appear in the main window instead of the newest unowned. Andrew From humberto at nexos.com.br Tue Apr 4 10:16:42 2006 From: humberto at nexos.com.br (Humberto Junior) Date: Tue, 04 Apr 2006 11:16:42 -0300 Subject: [rt-users] Oldest Unowned Tickets In-Reply-To: <20060404134024.GA25566@zeus.linuxmountain.org> References: <20060404063959.1D1A94D8346@diesel.bestpractical.com> <20060404134024.GA25566@zeus.linuxmountain.org> Message-ID: <44327FCA.7050707@nexos.com.br> Hi copy rt3/share/html/Elements/MyRequests to rt3/share/html/Elements/MyRequests Change de sort "Order" and change the title of TitleBox in MyRequest Does it worked? Andrew Rice wrote: >Hey all, > >Just curious if anyone might know how to manipulate the code into getting the oldest unowned tickets to appear >in the main window instead of the newest unowned. > >Andrew > > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com > > >We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > > > -------------- next part -------------- A non-text attachment was scrubbed... Name: humberto.vcf Type: text/x-vcard Size: 268 bytes Desc: not available URL: From jesse at bestpractical.com Tue Apr 4 11:59:24 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 4 Apr 2006 11:59:24 -0400 Subject: [rt-users] RT performance or feature request In-Reply-To: <4431E9C4.5010203@clusterfs.com> References: <5613F89D78D2F545A40423EBA5535C300E75CF0B@LAXEVS01.lax.corp.int.untd.com> <4431E9C4.5010203@clusterfs.com> Message-ID: <20060404155920.GC4283@bestpractical.com> > This tree was migrated from Bugzilla. Typically, we have hundreds of > tickets under a tree. > > Because of the simplicity of Bugzilla, it can handle such an extreme > without difficulty. I think we're autolimiting to a depth of "8 levels". I'd be thrilled to take a patch for 3.6 to make that configurable, so you could set it to one. (I also bet that we could recast it to be a ticket search, not a relationship search with ticket lookups for each item.) Jesse From jesse at bestpractical.com Tue Apr 4 12:46:41 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 4 Apr 2006 12:46:41 -0400 Subject: [rt-users] Cascading custom fields in 3.6.0pre0 In-Reply-To: <1143823476.5677.5.camel@s60r.ination.com> References: <1143823476.5677.5.camel@s60r.ination.com> Message-ID: <20060404164641.GN4283@bestpractical.com> On Fri, Mar 31, 2006 at 09:44:35AM -0700, Joshua Colson wrote: > I just installed RT 3.6.0pre0 in devel mode on a test system (using > SQLite and standalone_httpd if it matters). I read in a posting last > June to the rt-devel list that 3.5.1 included cascading custom fields. > However, I'm unable to figure out how to implement them. I've searched > the wiki without success (and the lists). Has anyone else used that > feature? If so, would you please shed some light on how I might do the > same? Try creating a select custom field and adding "categories" to that field. > Thanks. > > Joshua Colson > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- From purp at acm.org Tue Apr 4 13:07:26 2006 From: purp at acm.org (Jim Meyer) Date: Tue, 4 Apr 2006 10:07:26 -0700 Subject: [rt-users] Cascading custom fields in 3.6.0pre0 In-Reply-To: <20060404164641.GN4283@bestpractical.com> References: <1143823476.5677.5.camel@s60r.ination.com> <20060404164641.GN4283@bestpractical.com> Message-ID: Hello! On 4/4/06, Jesse Vincent wrote: > Try creating a select custom field and adding "categories" to that > field. Which reminds me ... how do you remove them if you've experimented and don't like the result? The intuitive "blank all fields and save changes" didn't work in 3.5.5; I'll check 3.6.0pre0 later today. Thanks! --j -- Jim Meyer, Geek at Large purp at acm.org From phanoko at yahoo.com Tue Apr 4 13:30:39 2006 From: phanoko at yahoo.com (Phanoko) Date: Tue, 4 Apr 2006 10:30:39 -0700 (PDT) Subject: [rt-users] Audit Logs Message-ID: <20060404173039.47725.qmail@web53911.mail.yahoo.com> Where can I find Audit logs for user logins, failures and attempts to do evil things like get to the config pages? RT 3.4.4 __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From huston at astro.princeton.edu Tue Apr 4 15:02:22 2006 From: huston at astro.princeton.edu (Steve Huston) Date: Tue, 04 Apr 2006 15:02:22 -0400 Subject: [rt-users] iCalendar export? Message-ID: <4432C2BE.6060501@astro.princeton.edu> I saw mention in the archives that someone c. 2004 was looking for a simple way to get RT tickets listed in his Palm's To-Do list. One of the suggestions was to get something that could export the tickets in iCalendar format. Unfortunately, I don't see anything else mentioned about it. As I'd love to have this all go together between my desktop, laptop, palm and phone, I'd love to see something like a "calendar" to which someone could subscribe to see the open tickets as to-dos. If there's somewhere I should put this as a feature request, say the word. Thanks! -- Steve Huston - W2SRH - Unix Sysadmin, Dept. of Astrophysical Sciences Princeton University | ICBM Address: 40.346525 -74.651285 126 Peyton Hall |"On my ship, the Rocinante, wheeling through Princeton, NJ 08544 | the galaxies; headed for the heart of Cygnus, (609) 258-7375 | headlong into mystery." -Rush, 'Cygnus X-1' From mcdent at gmail.com Tue Apr 4 15:46:49 2006 From: mcdent at gmail.com (Mike Dent) Date: Tue, 4 Apr 2006 20:46:49 +0100 Subject: [rt-users] iCalendar export? In-Reply-To: <4432C2BE.6060501@astro.princeton.edu> References: <4432C2BE.6060501@astro.princeton.edu> Message-ID: <9e769e4e0604041246r7078f39dm4a15045fd76b9fce@mail.gmail.com> On 4/4/06, Steve Huston wrote: > I saw mention in the archives that someone c. 2004 was looking for a > simple way to get RT tickets listed in his Palm's To-Do list. One of > the suggestions was to get something that could export the tickets in > iCalendar format. Unfortunately, I don't see anything else mentioned > about it. > > As I'd love to have this all go together between my desktop, laptop, > palm and phone, I'd love to see something like a "calendar" to which > someone could subscribe to see the open tickets as to-dos. > > If there's somewhere I should put this as a feature request, say the > word. Thanks! > Hi Steve, I'd like to have that functionality, at present I input a job in to RT but would like to be able to sync my Treo/Palm and have the tickets appear in the Datebook app on the palm using the 'Due' date set in RT. Mike From todd at chaka.net Tue Apr 4 16:13:28 2006 From: todd at chaka.net (Todd Chapman) Date: Tue, 4 Apr 2006 16:13:28 -0400 Subject: [rt-users] Announcing RTx::RightMatrix 0.03 Message-ID: <20060404201328.GX1221@chaka.net> RTx::RightsMatrix 0.03 has just been uploaded to CPAN and should be available on a CPAN mirror near you in the next day. What is RTx::RightsMatrix? It's an Request Tracker and Asset Tracker extension that makes it easier to understand and manage RT/AT rights. Changes in 0.03: * Added support for the customizable roles in AT 1.2.3. * Fixed code that didn't recognize that an RT SuperUser is an AT SuperUser. * Fixed bad labeling on some pages and improved description of where rights come from. Please report any bugs to todd at chaka.net. And while I have your attention: Fellow RT users and hackers, I hope everyone is getting a lot of use out of the RT/AT combo. We certainly do at our employer. It makes me proud to be able to contribute back to the community from which I receive so much. Open source software isn't my only cause though. I participate in a few charity organizations. My latest is the Leukemia and Lymphoma Society. Earlier this year a family member was diagnosed with Leukemia, a blood based cancer. To help raise money for the Leukemia and Lymphoma Society, I am participating in Hike for Discovery. Money raised helps fund cancer research and helps cover medical costs for cancer patients with financial needs. So if you have been wondering how you can give a little back to the guy who created Asset Tracker and set if free, please take a moment to visit my fund raising page, which has more details about the Leukemia and Lymphoma Society, and Hike for Discovery. Donations of any amount are greatly appreciated! http://www.active.com/donate/hfdmi/ToddChapman -Todd From rob at myinternetplace.net Tue Apr 4 17:06:25 2006 From: rob at myinternetplace.net (Rob Walker) Date: Tue, 4 Apr 2006 13:06:25 -0800 Subject: [rt-users] strip domain name from incoming emails Message-ID: <200604041406.25888.rob@myinternetplace.net> RT 3.4.3 We have emails coming in to our RT instance, and the submitter is set as user at company.com. We need the submitter to be set as 'user', so when they log in to the SelfService interface as 'user', they see the tickets that they submitted. I have tried to graft the information I saw at http://lists.bestpractical.com/pipermail/rt-users/2005-February/029050.html , but have so far come up short. I don't have a file local/lib/RT/Interface/Email_Local.pm , and when I try to put it into lib/RT/Interface/Email/Auth/MailFrom.pm , I am not certain that I understand what needs to be done. I can be certain that the stripping is not occurring as we want. :-) If anyone else has this working, I would be glad to see how you are doing it. Thanks, Rob From dshannon at techfluent.com Tue Apr 4 22:09:31 2006 From: dshannon at techfluent.com (Duncan Shannon) Date: Tue, 4 Apr 2006 21:09:31 -0500 Subject: [rt-users] iCalendar export? Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB4516EFCD@TF-FS2.internal.techfluent.com> > > If there's somewhere I should put this as a feature request, say the > > word. Thanks! > > > Hi Steve, > I'd like to have that functionality, at present I input a job in to RT > but would like to be able to sync my Treo/Palm and have the tickets > appear in the Datebook app on the palm using the 'Due' date set in RT. > Mike Oh oh! I'd love to sync my treo with my RT tasks. That would be very very nice. Even some basic outlook integration would be pretty swell for my organization. Anyone ever tie them together somehow? duncan From tyler.shen at vicscouts.asn.au Wed Apr 5 05:08:50 2006 From: tyler.shen at vicscouts.asn.au (Shen, Tyler) Date: Wed, 05 Apr 2006 19:08:50 +1000 Subject: [rt-users] Help: How to set up RT Message-ID: <1144228130.14378.14.camel@network-2.intranet.vicscouts.asn.au> Hi, Can anyone give me some suggestions how to set up RT under a web sub-directory. Below is my configuration and it seems problematic... ServerName test.server.net.au DocumentRoot /var/www/html AddHandler fastcgi-script fcgi ScriptAlias /servicedesk /opt/rt3/bin/mason_handler.fcgi/ Alias /servicedesk "/opt/rt3/share/html" AddDefaultCharset UTF-8 SetHandler fastcgi-script Thanks! From steffen at forskernet.dk Wed Apr 5 05:30:13 2006 From: steffen at forskernet.dk (Steffen Poulsen) Date: Wed, 05 Apr 2006 11:30:13 +0200 Subject: [rt-users] Problem creating initial rt3 database in mysql, DBD::mysql::db prepare warning: Message-ID: <44338E25.3090001@forskernet.dk> Hi all, I'm currently trying to set up a rt install at a gentoo installation at my daytime job. Im following the guide at http://wiki.bestpractical.com/index.cgi?GentooInstallGuide, and have recompiled mysql with support for innodb. When I'm trying to run the rt-setup-database script and I get something like this. sbin # ./rt-setup-database --action init --dba root --prompt-for-dba-password In order to create or update your RT database,this script needs to connect to your mysql instance on localhost as root. Please specify that user's database password below. If the user has no database password, just press return. Password: Now creating a database for RT. Creating mysql database rt3. Now populating database schema. Creating database schema. Done setting up database schema. Now inserting database ACLs DBD::mysql::db prepare warning: at ./rt-setup-database line 347. Died at ./rt-setup-database line 347. I wonder what is causing the last error message - any ideas on how to best debug this? Regards, Steffen, Denmark From rfh at pipex.net Wed Apr 5 05:46:54 2006 From: rfh at pipex.net (Roy El-Hames) Date: Wed, 05 Apr 2006 10:46:54 +0100 Subject: [rt-users] how to load templates Message-ID: <4433920E.1030908@pipex.net> Hi; The system: rt-3.4.4 on gentoo with apache2, dbix 1.33, mod_perl2 and mysql 4. The idea : certain staff members load update.html with a drop down so they can choose a pre-prepared updates, my thinking have these updates as templates. Created a customised Update.html , and I need to load the templates to it, but I am unable to do that , my code along the lines : use RT::Template my $Template = " A Template Name"; my $Templates = RT::Template->new($RT::SystemUser); $Templates->Load($Template); $ARGS{UpdateContent}= $Templates->Content() ; The above is not working for me .. can anyone help please.. Roy From steffen at forskernet.dk Wed Apr 5 06:09:04 2006 From: steffen at forskernet.dk (Steffen Poulsen) Date: Wed, 05 Apr 2006 12:09:04 +0200 Subject: [rt-users] Problem creating initial rt3 database in mysql, DBD::mysql::db prepare warning: In-Reply-To: <200604051142.52530.tknoezinger@datadirectnet.com> References: <44338E25.3090001@forskernet.dk> <200604051142.52530.tknoezinger@datadirectnet.com> Message-ID: <44339740.3010202@forskernet.dk> Thomas Knoezinger wrote: >./rt-setup-database --dba=${RT::DatabaseUser} --action=init --prompt-for-dba-password > >replace ${RT::DatabaseUser} with your database user from RT_SiteConfig.pm. > >This sould work. > > Thanks, it did take me a bit further :-) Now I get this instead: Done setting up database schema. Now inserting database ACLs Now inserting RT core system objects Can't call method "rollback" on an undefined value at /usr/lib/perl5/vendor_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line 713. Sounds like this may be related to my environment - any hints? >P.S: Please let me know if you installation of rt is eating a lot of memory >even for prompting login page. > > Looking forward to return to you on this one :-) // Steffen From rfh at pipex.net Wed Apr 5 06:17:23 2006 From: rfh at pipex.net (Roy El-Hames) Date: Wed, 05 Apr 2006 11:17:23 +0100 Subject: [rt-users] how to load templates In-Reply-To: <4433920E.1030908@pipex.net> References: <4433920E.1030908@pipex.net> Message-ID: <44339933.8000206@pipex.net> For those that may need to know , I changes my $Templates = RT::Template->new($RT::SystemUser); to $Templates = new RT::Template($RT::SystemUser); and that worked ..strange but true. Thanks; Roy Roy El-Hames wrote: > Hi; > The system: rt-3.4.4 on gentoo with apache2, dbix 1.33, mod_perl2 and > mysql 4. > The idea : certain staff members load update.html with a drop down so > they can choose a pre-prepared updates, my thinking have these updates > as templates. > Created a customised Update.html , and I need to load the templates to > it, but I am unable to do that , my code along the lines : > use RT::Template > my $Template = " A Template Name"; > my $Templates = RT::Template->new($RT::SystemUser); > $Templates->Load($Template); > $ARGS{UpdateContent}= $Templates->Content() ; > > The above is not working for me .. can anyone help please.. > Roy > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > From mustafa.badawi at gmail.com Wed Apr 5 07:51:15 2006 From: mustafa.badawi at gmail.com (Mustafa Badawi) Date: Wed, 5 Apr 2006 14:51:15 +0300 Subject: [rt-users] delegate permissions Message-ID: <6792fb9a0604050451t5a4c27a8sbfdb2772183f8004@mail.gmail.com> Dear All I would like a RT user to delegate his permissions (role) to other users if he/she is out for a meeting or is on vacation. I couldn't find such a feature in RT. Kindly let me know if I missed something. regards Mustafa -------------- next part -------------- An HTML attachment was scrubbed... URL: From mustafa.badawi at gmail.com Wed Apr 5 08:03:50 2006 From: mustafa.badawi at gmail.com (Mustafa Badawi) Date: Wed, 5 Apr 2006 15:03:50 +0300 Subject: [rt-users] rt bounce Message-ID: <6792fb9a0604050503t57e78e54q6bb2e31b077fa520@mail.gmail.com> I have created a que which is populated though emails sent to a certain email address. Everything is fine and the tickets are being created normally but I get the following email notification: RT thinks this message may be a bounce Any ideas ? Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From keith at midnighthax.com Wed Apr 5 08:10:30 2006 From: keith at midnighthax.com (Keith Edmunds) Date: Wed, 05 Apr 2006 13:10:30 +0100 Subject: [rt-users] On Owner Change not working Message-ID: <4433B3B6.7010202@midnighthax.com> I've set up a notification on owner change (as in part 2 of http://wiki.bestpractical.com/index.cgi?NotifyOwner). However, when a user changes the owner no notification is sent. This is in the log: =================================================================== [Wed Apr 5 12:06:52 2006] [debug]: About to think about scrips for transaction #55232 (/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:154) [Wed Apr 5 12:06:52 2006] [debug]: About to prepare scrips for transaction #55232 (/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:158) [Wed Apr 5 12:06:52 2006] [debug]: Found 0 scrips (/usr/share/request-tracker3.4/lib/RT/Scrips_Overlay.pm:354) [Wed Apr 5 12:06:52 2006] [debug]: About to commit scrips for transaction #55232 (/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:167) =================================================================== It doesn't look as if RT thinks any scrips should be run. This is RT 3.4.1. Any pointers as to where I should be looking or ways in which I can get more information? Thanks, Keith From todd at chaka.net Wed Apr 5 08:55:05 2006 From: todd at chaka.net (Todd Chapman) Date: Wed, 5 Apr 2006 08:55:05 -0400 Subject: [rt-users] delegate permissions In-Reply-To: <6792fb9a0604050451t5a4c27a8sbfdb2772183f8004@mail.gmail.com> References: <6792fb9a0604050451t5a4c27a8sbfdb2772183f8004@mail.gmail.com> Message-ID: <20060405125505.GB30820@chaka.net> On Wed, Apr 05, 2006 at 02:51:15PM +0300, Mustafa Badawi wrote: > Dear All > > I would like a RT user to delegate his permissions (role) to other users if > he/she is out for a meeting or is on vacation. I couldn't find such a > feature in RT. Kindly let me know if I missed something. > > regards > Mustafa Configuration -> Global -> Group Rights -> ( give DeletegateRights and AdminPersonalGroups to desired groups ) Preferences -> Delegation From todd at chaka.net Wed Apr 5 09:01:32 2006 From: todd at chaka.net (Todd Chapman) Date: Wed, 5 Apr 2006 09:01:32 -0400 Subject: [rt-users] rt bounce In-Reply-To: <6792fb9a0604050503t57e78e54q6bb2e31b077fa520@mail.gmail.com> References: <6792fb9a0604050503t57e78e54q6bb2e31b077fa520@mail.gmail.com> Message-ID: <20060405130132.GC30820@chaka.net> On Wed, Apr 05, 2006 at 03:03:50PM +0300, Mustafa Badawi wrote: > I have created a que which is populated though emails sent to a certain > email address. Everything is fine and the tickets are being created normally > but I get the following email notification: > > RT thinks this message may be a bounce > > Any ideas ? > > Thanks How are you generating these messages? That message is the result of mail to RT having the header: "X-RT-Loop-Prevention" -Todd From greg at si-works.net Wed Apr 5 09:03:03 2006 From: greg at si-works.net (Greg Shiers - SI Works Internet) Date: Wed, 05 Apr 2006 15:03:03 +0200 Subject: [rt-users] Request Tracker email problems and errors Message-ID: <4433C007.10402@si-works.net> Dear List We are getting this error in our error logs. *[Wed Apr 5 11:56:47 2006] [error]: Scrip Prepare 4 died. - Undefined subroutine &Scalar::Util::weaken called at /opt/rt3/lib/RT/Action/Generic.pm line 108.* Stack: [/opt/rt3/lib/RT/Action/Generic.pm:108] [/opt/rt3/lib/RT/Action/Generic.pm:80] [/opt/rt3/lib/RT/ScripAction_Overlay.pm:178] [/opt/rt3/lib/RT/Scrip_Overlay.pm:473] [/opt/rt3/lib/RT/Scrips_Overlay.pm:236] [/opt/rt3/lib/RT/Transaction_Overlay.pm:162] [/opt/rt3/lib/RT/Record.pm:1435] [/opt/rt3/lib/RT/Ticket_Overlay.pm:721] [/opt/rt3/lib/RT/Interface/Web.pm:386] [/opt/rt3/share/html/Ticket/Display.html:105] [/opt/rt3/share/html/Ticket/Create.html:299] [/opt/rt3/share/html/autohandler:247] (/opt/rt3/lib/RT/Scrip_Overlay.pm:481) and then we are getting this error about the user database *[Wed Apr 5 11:37:38 2006] [err]: Couldn't load from the users database. (/opt/rt3/lib/RT/CurrentUser.pm:146)* We installed RT a while back to start testing etc adding accounts etc etc, and never rebooted the server until yesterday, and now after the reboot, we are receiving NO email correspondence from RT when adding a new ticket or when adding a comment to the system, where as before we rebooted everything was working perfectly. Any help would be much appreciated. Thanks in Advance. Greg -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Wed Apr 5 09:03:34 2006 From: todd at chaka.net (Todd Chapman) Date: Wed, 5 Apr 2006 09:03:34 -0400 Subject: [rt-users] On Owner Change not working In-Reply-To: <4433B3B6.7010202@midnighthax.com> References: <4433B3B6.7010202@midnighthax.com> Message-ID: <20060405130334.GD30820@chaka.net> On Wed, Apr 05, 2006 at 01:10:30PM +0100, Keith Edmunds wrote: > I've set up a notification on owner change (as in part 2 of > http://wiki.bestpractical.com/index.cgi?NotifyOwner). However, when a > user changes the owner no notification is sent. This is in the log: > > =================================================================== > [Wed Apr 5 12:06:52 2006] [debug]: About to think about scrips for > transaction #55232 > (/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:154) > [Wed Apr 5 12:06:52 2006] [debug]: About to prepare scrips for > transaction #55232 > (/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:158) > [Wed Apr 5 12:06:52 2006] [debug]: Found 0 scrips > (/usr/share/request-tracker3.4/lib/RT/Scrips_Overlay.pm:354) > [Wed Apr 5 12:06:52 2006] [debug]: About to commit scrips for > transaction #55232 > (/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:167) > =================================================================== > > It doesn't look as if RT thinks any scrips should be run. > > This is RT 3.4.1. Any pointers as to where I should be looking or ways > in which I can get more information? > What Action, Template, and Stage did you set in the scrip? From todd at chaka.net Wed Apr 5 09:05:16 2006 From: todd at chaka.net (Todd Chapman) Date: Wed, 5 Apr 2006 09:05:16 -0400 Subject: [rt-users] how to load templates In-Reply-To: <4433920E.1030908@pipex.net> References: <4433920E.1030908@pipex.net> Message-ID: <20060405130516.GE30820@chaka.net> On Wed, Apr 05, 2006 at 10:46:54AM +0100, Roy El-Hames wrote: > Hi; > The system: rt-3.4.4 on gentoo with apache2, dbix 1.33, mod_perl2 and > mysql 4. > The idea : certain staff members load update.html with a drop down so > they can choose a pre-prepared updates, my thinking have these updates > as templates. > Created a customised Update.html , and I need to load the templates to > it, but I am unable to do that , my code along the lines : > use RT::Template > my $Template = " A Template Name"; > my $Templates = RT::Template->new($RT::SystemUser); > $Templates->Load($Template); > $ARGS{UpdateContent}= $Templates->Content() ; > For "pre-prepared updates" you should install RTFM. Done! http://bestpractical.com/rtfm/ -Todd From jesse at bestpractical.com Wed Apr 5 09:05:42 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 5 Apr 2006 09:05:42 -0400 Subject: [rt-users] Request Tracker email problems and errors In-Reply-To: <4433C007.10402@si-works.net> References: <4433C007.10402@si-works.net> Message-ID: <20060405130541.GV4283@bestpractical.com> On Wed, Apr 05, 2006 at 03:03:03PM +0200, Greg Shiers - SI Works Internet wrote: > Dear List > > We are getting this error in our error logs. > > *[Wed Apr 5 11:56:47 2006] [error]: Scrip Prepare 4 died. - Undefined > subroutine &Scalar::Util::weaken called at > /opt/rt3/lib/RT/Action/Generic.pm line 108.* You need to reinstall Scalar::Util, this time building it with support for the XS (compiled) version. > > Stack: > [/opt/rt3/lib/RT/Action/Generic.pm:108] > [/opt/rt3/lib/RT/Action/Generic.pm:80] > [/opt/rt3/lib/RT/ScripAction_Overlay.pm:178] > [/opt/rt3/lib/RT/Scrip_Overlay.pm:473] > [/opt/rt3/lib/RT/Scrips_Overlay.pm:236] > [/opt/rt3/lib/RT/Transaction_Overlay.pm:162] > [/opt/rt3/lib/RT/Record.pm:1435] > [/opt/rt3/lib/RT/Ticket_Overlay.pm:721] > [/opt/rt3/lib/RT/Interface/Web.pm:386] > [/opt/rt3/share/html/Ticket/Display.html:105] > [/opt/rt3/share/html/Ticket/Create.html:299] > [/opt/rt3/share/html/autohandler:247] > (/opt/rt3/lib/RT/Scrip_Overlay.pm:481) > > and then we are getting this error about the user database > > *[Wed Apr 5 11:37:38 2006] [err]: Couldn't load from the users > database. (/opt/rt3/lib/RT/CurrentUser.pm:146)* > > We installed RT a while back to start testing etc adding accounts etc > etc, and never rebooted the server until yesterday, and now after the > reboot, we are receiving NO email correspondence from RT when adding a > new ticket or when adding a comment to the system, where as before we > rebooted everything was working perfectly. > > Any help would be much appreciated. > > Thanks in Advance. > > Greg > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html -- From todd at chaka.net Wed Apr 5 09:07:04 2006 From: todd at chaka.net (Todd Chapman) Date: Wed, 5 Apr 2006 09:07:04 -0400 Subject: [rt-users] Request Tracker email problems and errors In-Reply-To: <4433C007.10402@si-works.net> References: <4433C007.10402@si-works.net> Message-ID: <20060405130704.GF30820@chaka.net> I would run RT's "make testdeps". It sounds like you don't have the Scalar::Utill module installed. On Wed, Apr 05, 2006 at 03:03:03PM +0200, Greg Shiers - SI Works Internet wrote: > Dear List > > We are getting this error in our error logs. > > *[Wed Apr 5 11:56:47 2006] [error]: Scrip Prepare 4 died. - Undefined > subroutine &Scalar::Util::weaken called at > /opt/rt3/lib/RT/Action/Generic.pm line 108.* > > Stack: > [/opt/rt3/lib/RT/Action/Generic.pm:108] > [/opt/rt3/lib/RT/Action/Generic.pm:80] > [/opt/rt3/lib/RT/ScripAction_Overlay.pm:178] > [/opt/rt3/lib/RT/Scrip_Overlay.pm:473] > [/opt/rt3/lib/RT/Scrips_Overlay.pm:236] > [/opt/rt3/lib/RT/Transaction_Overlay.pm:162] > [/opt/rt3/lib/RT/Record.pm:1435] > [/opt/rt3/lib/RT/Ticket_Overlay.pm:721] > [/opt/rt3/lib/RT/Interface/Web.pm:386] > [/opt/rt3/share/html/Ticket/Display.html:105] > [/opt/rt3/share/html/Ticket/Create.html:299] > [/opt/rt3/share/html/autohandler:247] > (/opt/rt3/lib/RT/Scrip_Overlay.pm:481) > > and then we are getting this error about the user database > > *[Wed Apr 5 11:37:38 2006] [err]: Couldn't load from the users > database. (/opt/rt3/lib/RT/CurrentUser.pm:146)* > > We installed RT a while back to start testing etc adding accounts etc > etc, and never rebooted the server until yesterday, and now after the > reboot, we are receiving NO email correspondence from RT when adding a > new ticket or when adding a comment to the system, where as before we > rebooted everything was working perfectly. > > Any help would be much appreciated. > > Thanks in Advance. > > Greg > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From greg at si-works.net Wed Apr 5 09:10:32 2006 From: greg at si-works.net (Greg Shiers - SI Works Internet) Date: Wed, 05 Apr 2006 15:10:32 +0200 Subject: [rt-users] Request Tracker email problems and errors In-Reply-To: <20060405130704.GF30820@chaka.net> References: <4433C007.10402@si-works.net> <20060405130704.GF30820@chaka.net> Message-ID: <4433C1C8.2000802@si-works.net> I'll give that a shot. Any idea why no emails are getting sent out, before we rebooted they were going out fine. A Strange thing that i have noticed now too is that previously it was set to record outgoing emails, which it did on all tickets, now the system doesnt seem to record emails in the ticket history at all any more. I'll give make testdeps a shot now and see what happens. Todd Chapman wrote: > I would run RT's "make testdeps". It sounds like you don't > have the Scalar::Utill module installed. > > On Wed, Apr 05, 2006 at 03:03:03PM +0200, Greg Shiers - SI Works Internet wrote: > >> Dear List >> >> We are getting this error in our error logs. >> >> *[Wed Apr 5 11:56:47 2006] [error]: Scrip Prepare 4 died. - Undefined >> subroutine &Scalar::Util::weaken called at >> /opt/rt3/lib/RT/Action/Generic.pm line 108.* >> >> Stack: >> [/opt/rt3/lib/RT/Action/Generic.pm:108] >> [/opt/rt3/lib/RT/Action/Generic.pm:80] >> [/opt/rt3/lib/RT/ScripAction_Overlay.pm:178] >> [/opt/rt3/lib/RT/Scrip_Overlay.pm:473] >> [/opt/rt3/lib/RT/Scrips_Overlay.pm:236] >> [/opt/rt3/lib/RT/Transaction_Overlay.pm:162] >> [/opt/rt3/lib/RT/Record.pm:1435] >> [/opt/rt3/lib/RT/Ticket_Overlay.pm:721] >> [/opt/rt3/lib/RT/Interface/Web.pm:386] >> [/opt/rt3/share/html/Ticket/Display.html:105] >> [/opt/rt3/share/html/Ticket/Create.html:299] >> [/opt/rt3/share/html/autohandler:247] >> (/opt/rt3/lib/RT/Scrip_Overlay.pm:481) >> >> and then we are getting this error about the user database >> >> *[Wed Apr 5 11:37:38 2006] [err]: Couldn't load from the users >> database. (/opt/rt3/lib/RT/CurrentUser.pm:146)* >> >> We installed RT a while back to start testing etc adding accounts etc >> etc, and never rebooted the server until yesterday, and now after the >> reboot, we are receiving NO email correspondence from RT when adding a >> new ticket or when adding a comment to the system, where as before we >> rebooted everything was working perfectly. >> >> Any help would be much appreciated. >> >> Thanks in Advance. >> >> Greg >> > > >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html >> -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Wed Apr 5 09:16:13 2006 From: todd at chaka.net (Todd Chapman) Date: Wed, 5 Apr 2006 09:16:13 -0400 Subject: [rt-users] Audit Logs In-Reply-To: <20060404173039.47725.qmail@web53911.mail.yahoo.com> References: <20060404173039.47725.qmail@web53911.mail.yahoo.com> Message-ID: <20060405131613.GI30820@chaka.net> On Tue, Apr 04, 2006 at 10:30:39AM -0700, Phanoko wrote: > Where can I find Audit logs for user logins, failures > and attempts to do evil things like get to the config > pages? > > RT 3.4.4 The closest you can get is database logs but that would be really difficult to do well. RT doesn't really have this, but it could be added by modifying a couple of autohandlers. -Todd From todd at chaka.net Wed Apr 5 09:09:57 2006 From: todd at chaka.net (Todd Chapman) Date: Wed, 5 Apr 2006 09:09:57 -0400 Subject: [rt-users] Help: How to set up RT In-Reply-To: <1144228130.14378.14.camel@network-2.intranet.vicscouts.asn.au> References: <1144228130.14378.14.camel@network-2.intranet.vicscouts.asn.au> Message-ID: <20060405130957.GG30820@chaka.net> On Wed, Apr 05, 2006 at 07:08:50PM +1000, Shen, Tyler wrote: > > Hi, > > Can anyone give me some suggestions how to set up RT under a > web sub-directory. > > Below is my configuration and it seems problematic... > > > ServerName test.server.net.au > DocumentRoot /var/www/html > > AddHandler fastcgi-script fcgi > ScriptAlias /servicedesk /opt/rt3/bin/mason_handler.fcgi/ > Alias /servicedesk "/opt/rt3/share/html" > > > AddDefaultCharset UTF-8 > SetHandler fastcgi-script > > > This doesn't look at all like the config example in the RT README file for FastCGI: # Pass through requests to display images Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ # Tell FastCGI to put its temporary files somewhere sane. FastCgiIpcDir /tmp FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 AddHandler fastcgi-script fcgi ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ From todd at chaka.net Wed Apr 5 09:13:29 2006 From: todd at chaka.net (Todd Chapman) Date: Wed, 5 Apr 2006 09:13:29 -0400 Subject: [rt-users] Request Tracker email problems and errors In-Reply-To: <4433C1C8.2000802@si-works.net> References: <4433C007.10402@si-works.net> <20060405130704.GF30820@chaka.net> <4433C1C8.2000802@si-works.net> Message-ID: <20060405131329.GH30820@chaka.net> On Wed, Apr 05, 2006 at 03:10:32PM +0200, Greg Shiers - SI Works Internet wrote: > I'll give that a shot. > > Any idea why no emails are getting sent out, before we rebooted they > were going out fine. > > A Strange thing that i have noticed now too is that previously it was > set to record outgoing emails, which it did on all tickets, now the > system doesnt seem to record emails in the ticket history at all any more. > > I'll give make testdeps a shot now and see what happens. > Perhaps you had changed your PATH to find the right perl and when you rebooted the past was lost and now the wrong perl is being found. Did you install a second perl? -Todd From greg at si-works.net Wed Apr 5 09:20:08 2006 From: greg at si-works.net (Greg Shiers - SI Works Internet) Date: Wed, 05 Apr 2006 15:20:08 +0200 Subject: [rt-users] Request Tracker email problems and errors In-Reply-To: <20060405131329.GH30820@chaka.net> References: <4433C007.10402@si-works.net> <20060405130704.GF30820@chaka.net> <4433C1C8.2000802@si-works.net> <20060405131329.GH30820@chaka.net> Message-ID: <4433C408.8090807@si-works.net> Todd Chapman wrote: > On Wed, Apr 05, 2006 at 03:10:32PM +0200, Greg Shiers - SI Works Internet wrote: > >> I'll give that a shot. >> >> Any idea why no emails are getting sent out, before we rebooted they >> were going out fine. >> >> A Strange thing that i have noticed now too is that previously it was >> set to record outgoing emails, which it did on all tickets, now the >> system doesnt seem to record emails in the ticket history at all any more. >> >> I'll give make testdeps a shot now and see what happens. >> >> > > Perhaps you had changed your PATH to find the right perl > and when you rebooted the past was lost and now the > wrong perl is being found. Did you install a second perl? > > -Todd > We didnt install a second perl STD Fedora Core 4 install [root at ftp1 ~]# which perl /usr/bin/perl [root at ftp1 ~]# perl -v This is perl, v5.8.6 built for i386-linux-thread-multi Emails used to be recorded in the history, and now they aren't at all. When I log out of RT for some reason we get this in the error log [Wed Apr 5 11:37:38 2006] [err]: Couldn't load from the users database. (/opt/rt3/lib/RT/CurrentUser.pm:146) Not sure if that has any relevance. -------------- next part -------------- An HTML attachment was scrubbed... URL: From keith at midnighthax.com Wed Apr 5 10:09:46 2006 From: keith at midnighthax.com (Keith Edmunds) Date: Wed, 05 Apr 2006 15:09:46 +0100 Subject: [rt-users] On Owner Change not working In-Reply-To: <20060405130334.GD30820@chaka.net> References: <4433B3B6.7010202@midnighthax.com> <20060405130334.GD30820@chaka.net> Message-ID: <4433CFAA.9040103@midnighthax.com> Todd Chapman wrote: > What Action, Template, and Stage did you set in the scrip? Action: Notify Owner Template: Global template: Transaction Stage: TransactionCreate Thanks, Keith From todd at chaka.net Wed Apr 5 10:39:17 2006 From: todd at chaka.net (Todd Chapman) Date: Wed, 5 Apr 2006 10:39:17 -0400 Subject: [rt-users] On Owner Change not working In-Reply-To: <4433CFAA.9040103@midnighthax.com> References: <4433B3B6.7010202@midnighthax.com> <20060405130334.GD30820@chaka.net> <4433CFAA.9040103@midnighthax.com> Message-ID: <20060405143917.GJ30820@chaka.net> On Wed, Apr 05, 2006 at 03:09:46PM +0100, Keith Edmunds wrote: > Todd Chapman wrote: > > What Action, Template, and Stage did you set in the scrip? > > Action: Notify Owner > Template: Global template: Transaction > Stage: TransactionCreate > Who is changing the owner? Perhaps this config file option is the problem: # By default, RT doesn't notify the person who performs an update, as they # already know what they've done. If you'd like to change this behaviour, # Set $NotifyActor to 1 Set($NotifyActor, 0); From rangarajan.radhakrishnan at bms.com Wed Apr 5 10:40:07 2006 From: rangarajan.radhakrishnan at bms.com (Rangarajan Radhakrishnan) Date: Wed, 05 Apr 2006 10:40:07 -0400 Subject: [rt-users] Configuring home page components for all users Message-ID: <4433D6C7.9010405@bms.com> Is there any way one can change the default home page configuration for all users. I can change the configuration for myself by going to home page and clicking Preferences, then click "RT at a glance" which brings up configuration section. But this needs to be done for all users, including ones that may get added in future. Changing "Homepagecomponents" in RT_Config.pm or redefining Homepagecomponents in RT_SiteConfig.pm does not seem to help. I can probably use a kluge (which I am trying to avoid) where I can change the following portion in /Elements/MyRT by ignoring some portlets: % for my $portlet (@{$portlets->{body}}) { <% _show($portlet) %>
% } I am trying to remove "10 newst unowned tickets", "10 highest priority tickets I own" and "QuickCreate" from the home page. Is there a better way? Thanks From klusk at brit.com Wed Apr 5 11:54:49 2006 From: klusk at brit.com (Kristopher Lusk) Date: Wed, 5 Apr 2006 10:54:49 -0500 Subject: [rt-users] How can I get Cc:-ed people to receive email on Ticket Creation? Message-ID: <20060405155245.F3612A3AED@mail.brit.com> My problem: People I list in a comma-delimited list in the Cc: field on ticket creation don't get notified of the tickets creation via email. Only the requestor receives an email on ticket creation. I'm very new to RT and I've been searching online for a while to find a solution. The Wiki documentation is not helpful, because again I am new to RT, and it seems to be written geared toward those with more advanced knowledge of the system. Searching online hasn't gotten me anywhere either. It seems that other people are having or have had similar problems, but I haven't seen any solutions out there - at least none that I understand. I don't know, but to me it would seem logical that people you want to Cc: on a tickets creation actually be notified that the ticket was created if they are listed as CCs - like when you Cc: someone with your favorite email application, they also get the email. From reading other messages here, I vaguely understand that I need to change "some scrip" to say something like "On Create Notify Requestors and *Cc*s with template Autoreply". But, I ask, which scrip would that be? Where is it? And I where is "NotifyRequestorsAndCcs" in the documentation? I think I've even read that this was a default setting in RT somewhere. If so, and anyone knows why, I would love to understand why as well. I thought I knew how this worked, but my attempts have all failed and searching both the Wiki and the mailing list archives hasn't improved my understanding enough to get anywhere. I'm using RT version 3.2 on Windows/Linux Can anyone point me in the right direction? Preferably in layman's terms. Thanks a Million. -------------- next part -------------- An HTML attachment was scrubbed... URL: From keith at midnighthax.com Wed Apr 5 12:51:18 2006 From: keith at midnighthax.com (Keith Edmunds) Date: Wed, 05 Apr 2006 17:51:18 +0100 Subject: [rt-users] On Owner Change not working In-Reply-To: <20060405143917.GJ30820@chaka.net> References: <4433B3B6.7010202@midnighthax.com> <20060405130334.GD30820@chaka.net> <4433CFAA.9040103@midnighthax.com> <20060405143917.GJ30820@chaka.net> Message-ID: <4433F586.9030707@midnighthax.com> Todd Chapman wrote: > Who is changing the owner? User A is the owner and User A is changing the ownership to User B, so it isn't the $NotifyActor option. Thanks, Keith From joakim.andersson at netintact.se Wed Apr 5 12:37:39 2006 From: joakim.andersson at netintact.se (Joakim Andersson) Date: Wed, 05 Apr 2006 18:37:39 +0200 Subject: [rt-users] Adding User as CC based on requestor email. Message-ID: <4433F253.80004@netintact.se> Hi, I was wondering what the best way of implementing the functionality of adding certain users as CC or even AdminCC only on emails requested from a certain email/domain. I've tried to create a scrip with no luck. Maybe someone can point me in the right direction? Thanks in advance. -- // Joakim Andersson Phone: +46-(0)340-483808 Fax: +46-(0)340-483828 Url: http://www.netintact.se From joakim.andersson at netintact.se Wed Apr 5 12:33:16 2006 From: joakim.andersson at netintact.se (Joakim Andersson) Date: Wed, 05 Apr 2006 18:33:16 +0200 Subject: [rt-users] How can I get Cc:-ed people to receive email on Ticket Creation? In-Reply-To: <20060405155245.F3612A3AED@mail.brit.com> References: <20060405155245.F3612A3AED@mail.brit.com> Message-ID: <4433F14C.7020402@netintact.se> Kristopher Lusk wrote: > My problem: People I list in a comma-delimited list in the Cc: field on > ticket creation don?t get notified of the tickets creation via email. > Only the requestor receives an email on ticket creation. Hi, Kristopher. http://wiki.bestpractical.com/index.cgi?ParseNewMessageForTicketCcs If that is what you're looking for. regards -- // Joakim Andersson Phone: +46-(0)340-483808 Fax: +46-(0)340-483828 Url: http://www.netintact.se From jesse at bestpractical.com Wed Apr 5 13:35:25 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 5 Apr 2006 13:35:25 -0400 Subject: [rt-users] iCalendar export? In-Reply-To: <4432C2BE.6060501@astro.princeton.edu> References: <4432C2BE.6060501@astro.princeton.edu> Message-ID: <20060405173525.GF4283@bestpractical.com> On Tue, Apr 04, 2006 at 03:02:22PM -0400, Steve Huston wrote: > I saw mention in the archives that someone c. 2004 was looking for a > simple way to get RT tickets listed in his Palm's To-Do list. One of > the suggestions was to get something that could export the tickets in > iCalendar format. Unfortunately, I don't see anything else mentioned > about it. Funny you should mention it. I've actually got something like this about 80% done, as we need it in house. If it works all right once I get to a mac for testing, I'll release it to CPAN. From jszabo at dilligaff.rutgers.edu Wed Apr 5 13:44:10 2006 From: jszabo at dilligaff.rutgers.edu (joe) Date: Wed, 5 Apr 2006 13:44:10 -0400 (EDT) Subject: [rt-users] can't locate Apache2.pm in Suse 10.0 with rt 3.4.5 In-Reply-To: References: Message-ID: Is there no one with suse linux 10 or apache2/mod_perl2 that had to deal with this problem? Joe On Mon, 3 Apr 2006, joe wrote: > Ok, I'm in suse 10 with rt 3.4.5. When I try to start apache2 it says > this: > > Starting httpd2 (prefork) > failed > No root path(s) specified at /opt/rt3/bin/webmux.pl line 98 > [Mon Apr 03 16:58:38 2006] [error] Can't locate Apache2.pm in @INC (@INC > contains: /opt/rt3/local/lib /opt/rt3/lib /srv/www/perl-lib > /usr/lib/perl5/5.8.7/i586-linux-thread-multi /usr/lib/perl5/5.8.7 > /usr/lib/perl5/site_perl/5.8.7/i586-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl > /usr/lib/perl5/vendor_perl/5.8.7/i586-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.7 /usr/lib/perl5/vendor_perl . /srv/www) at > (eval 198) line 3.\n > [Mon Apr 03 16:58:38 2006] [error] Can't load Perl module Apache2 for > server xxx.xxx.xxx:0, exiting... > > > Joe Szabo > CCF Netops > Rutgers University > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > From jag at fsf.org Wed Apr 5 13:53:10 2006 From: jag at fsf.org (Joshua Ginsberg) Date: Wed, 05 Apr 2006 13:53:10 -0400 Subject: [rt-users] RTFM error In-Reply-To: <1144102028.27938.20.camel@localhost.localdomain> References: <1144102028.27938.20.camel@localhost.localdomain> Message-ID: <1144259590.4092.5.camel@localhost.localdomain> Any thoughts about where to look to solve this would be very much appreciated. Thanks! -jag On Mon, 2006-04-03 at 18:07 -0400, Joshua Ginsberg wrote: > Using RT 3.0.12 and RTFM 2.0.3 on Breezy installed from apt, trying to > get to /RTFM/index.html I get the following error: > > error: > Can't locate object method "new" via package "RT::FM::ArticleCollection" (perhaps you forgot to load "RT::FM::ArticleCollection"?) at /usr/share/request-tracker3/html/RTFM/Elements/NewestArticles line 60. > > context: > ... > > 56: > <%INIT> > 57: > my $rows = 10; > 58: > my $i; > 59: > my $MyArticles; > 60: > $MyArticles = new RT::FM::ArticleCollection ($session{'CurrentUser'}); > 61: > $MyArticles->UnLimit; > 62: > $MyArticles->RowsPerPage($rows); > 63: > $MyArticles->OrderBy(FIELD => 'LastUpdated', ORDER => 'DESC'); > 64: > > ... > > code stack: > /usr/share/request-tracker3/html/RTFM/Elements/NewestArticles:60 > /usr/share/request-tracker3/html/RTFM/index.html:24 > /usr/share/request-tracker3/html/autohandler:200 > > raw error > > > Can't locate object method "new" via package "RT::FM::ArticleCollection" (perhaps you forgot to load "RT::FM::ArticleCollection"?) at /usr/share/request-tracker3/html/RTFM/Elements/NewestArticles line 60. > > > Trace begun at /usr/share/perl5/HTML/Mason/Exceptions.pm line 128 > HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method "new" via package "RT::FM::ArticleCollection" (perhaps you forgot to load "RT::FM::ArticleCollection"?) at /usr/share/request-tracker3/html/RTFM/Elements/NewestArticles line 60.^J') called at /usr/share/request-tracker3/html/RTFM/Elements/NewestArticles line 60 > HTML::Mason::Commands::__ANON__ at /usr/share/perl5/HTML/Mason/Component.pm line 134 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x995b944)') called at /usr/share/perl5/HTML/Mason/Request.pm line 1232 > eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 1226 > HTML::Mason::Request::comp(undef, undef) called at /usr/share/request-tracker3/html/RTFM/index.html line 24 > HTML::Mason::Commands::__ANON__ at /usr/share/perl5/HTML/Mason/Component.pm line 134 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x98ae44c)') called at /usr/share/perl5/HTML/Mason/Request.pm line 1232 > eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 1226 > HTML::Mason::Request::comp(undef, undef) called at /usr/share/perl5/HTML/Mason/Request.pm line 898 > HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x987f2b4)') called at /usr/share/request-tracker3/html/autohandler line 200 > HTML::Mason::Commands::__ANON__ at /usr/share/perl5/HTML/Mason/Component.pm line 134 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x98ad348)') called at /usr/share/perl5/HTML/Mason/Request.pm line 1227 > eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 1226 > HTML::Mason::Request::comp(undef, undef, undef) called at /usr/share/perl5/HTML/Mason/Request.pm line 458 > eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 458 > eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 410 > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x987f2b4)') called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 160 > HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x987f2b4)') called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 810 > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x839baa8)', 'Apache=SCALAR(0x839bc4c)') called at /usr/share/request-tracker3/libexec/webmux.pl line 139 > eval {...} at /usr/share/request-tracker3/libexec/webmux.pl line 139 > RT::Mason::handler('Apache=SCALAR(0x839bc4c)') called at /dev/null line 0 > eval {...} at /dev/null line 0 > > It seems I'm not the only one to have encountered this: > http://www.gossamer-threads.com/lists/rt/devel/38405 > > And probably also this guy here: > http://lists.fsck.com/pipermail/rt-users/2003-July/015156.html > http://lists.fsck.com/pipermail/rt-users/2003-July/015358.html > > And for fear of invoking a link back to the Wiki's How to as questions: > > 1) "whether your problem is on a new installation, or a system which has > been running properly in production." : This is after doing an apt-get > dist-upgrade > 2) "shell> uname-a - OS, Distribution" : "Linux rt > 2.6.8.1-tyan-mini-tower #1 Tue Oct 11 11:50:27 EDT 2005 i686 GNU/Linux" > on Breezy Badger > 3) "RT, Perl, RTFM, DBIx::SearchBuilder, Apache, ModPerl, FastCGI, > MySQL, PostgresSQL versions." > ||/ Name Version Description > +++-==============-==============-============================================ > ii apache 1.3.33-8ubuntu versatile, high-performance HTTP server > ii libapache-mod- 1.29.0.3-8ubun integration of perl with the Apache web serv > ii libdbix-search 1.27-1 Encapsulate SQL queries and rows in simple p > ii mysql-server 4.0.24-10ubunt mysql database server binaries > ii perl 5.8.7-5ubuntu1 Larry Wall's Practical Extraction and Report > ii request-tracke 3.0.12-8 Extensible trouble-ticket tracking system > ii rtfm 2.0.3-1 RT FAQ Manager > > 4) "Don't forget to attach errors, logs, think about debug log level." - Output includes stack trace > 5) "In any case try to search in the archives of the RT mailing lists." - Clearly I've searched > 6) "If you are not running the most recent stable version of RT/RTFM/RTIR then upgrade before asking your question. > " - No. :-) > > Thanks! > > -jag > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html -- Joshua Ginsberg Free Software Foundation - Senior Systems Administrator -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 191 bytes Desc: This is a digitally signed message part URL: From jesse at bestpractical.com Wed Apr 5 13:57:03 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 5 Apr 2006 13:57:03 -0400 Subject: [rt-users] RTFM error In-Reply-To: <1144259590.4092.5.camel@localhost.localdomain> References: <1144102028.27938.20.camel@localhost.localdomain> <1144259590.4092.5.camel@localhost.localdomain> Message-ID: <20060405175703.GH4283@bestpractical.com> On Wed, Apr 05, 2006 at 01:53:10PM -0400, Joshua Ginsberg wrote: > Any thoughts about where to look to solve this would be very much - appreciated. Thanks! You might want to start with newer versions of RT and RTFM. Those are...so old that I don't expect you'll find many people able to help. -rw-r--r-- 1 jesse releng 1073930 Sep 14 2004 rt-3.0.12.tar.gz -rw-rwxr-- 1 jesse releng 81094 Mar 28 2004 RTFM-2.0.3.tar.gz > > -jag > > On Mon, 2006-04-03 at 18:07 -0400, Joshua Ginsberg wrote: > > Using RT 3.0.12 and RTFM 2.0.3 on Breezy installed from apt, trying to > > get to /RTFM/index.html I get the following error: > > > > error: > > Can't locate object method "new" via package "RT::FM::ArticleCollection" (perhaps you forgot to load "RT::FM::ArticleCollection"?) at /usr/share/request-tracker3/html/RTFM/Elements/NewestArticles line 60. > > > > context: > > ... > > > > 56: > > <%INIT> > > 57: > > my $rows = 10; > > 58: > > my $i; > > 59: > > my $MyArticles; > > 60: > > $MyArticles = new RT::FM::ArticleCollection ($session{'CurrentUser'}); > > 61: > > $MyArticles->UnLimit; > > 62: > > $MyArticles->RowsPerPage($rows); > > 63: > > $MyArticles->OrderBy(FIELD => 'LastUpdated', ORDER => 'DESC'); > > 64: > > > > ... > > > > code stack: > > /usr/share/request-tracker3/html/RTFM/Elements/NewestArticles:60 > > /usr/share/request-tracker3/html/RTFM/index.html:24 > > /usr/share/request-tracker3/html/autohandler:200 > > > > raw error > > > > > > Can't locate object method "new" via package "RT::FM::ArticleCollection" (perhaps you forgot to load "RT::FM::ArticleCollection"?) at /usr/share/request-tracker3/html/RTFM/Elements/NewestArticles line 60. > > > > > > Trace begun at /usr/share/perl5/HTML/Mason/Exceptions.pm line 128 > > HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method "new" via package "RT::FM::ArticleCollection" (perhaps you forgot to load "RT::FM::ArticleCollection"?) at /usr/share/request-tracker3/html/RTFM/Elements/NewestArticles line 60.^J') called at /usr/share/request-tracker3/html/RTFM/Elements/NewestArticles line 60 > > HTML::Mason::Commands::__ANON__ at /usr/share/perl5/HTML/Mason/Component.pm line 134 > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x995b944)') called at /usr/share/perl5/HTML/Mason/Request.pm line 1232 > > eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 1226 > > HTML::Mason::Request::comp(undef, undef) called at /usr/share/request-tracker3/html/RTFM/index.html line 24 > > HTML::Mason::Commands::__ANON__ at /usr/share/perl5/HTML/Mason/Component.pm line 134 > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x98ae44c)') called at /usr/share/perl5/HTML/Mason/Request.pm line 1232 > > eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 1226 > > HTML::Mason::Request::comp(undef, undef) called at /usr/share/perl5/HTML/Mason/Request.pm line 898 > > HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x987f2b4)') called at /usr/share/request-tracker3/html/autohandler line 200 > > HTML::Mason::Commands::__ANON__ at /usr/share/perl5/HTML/Mason/Component.pm line 134 > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x98ad348)') called at /usr/share/perl5/HTML/Mason/Request.pm line 1227 > > eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 1226 > > HTML::Mason::Request::comp(undef, undef, undef) called at /usr/share/perl5/HTML/Mason/Request.pm line 458 > > eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 458 > > eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 410 > > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x987f2b4)') called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 160 > > HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x987f2b4)') called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 810 > > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x839baa8)', 'Apache=SCALAR(0x839bc4c)') called at /usr/share/request-tracker3/libexec/webmux.pl line 139 > > eval {...} at /usr/share/request-tracker3/libexec/webmux.pl line 139 > > RT::Mason::handler('Apache=SCALAR(0x839bc4c)') called at /dev/null line 0 > > eval {...} at /dev/null line 0 > > > > It seems I'm not the only one to have encountered this: > > http://www.gossamer-threads.com/lists/rt/devel/38405 > > > > And probably also this guy here: > > http://lists.fsck.com/pipermail/rt-users/2003-July/015156.html > > http://lists.fsck.com/pipermail/rt-users/2003-July/015358.html > > > > And for fear of invoking a link back to the Wiki's How to as questions: > > > > 1) "whether your problem is on a new installation, or a system which has > > been running properly in production." : This is after doing an apt-get > > dist-upgrade > > 2) "shell> uname-a - OS, Distribution" : "Linux rt > > 2.6.8.1-tyan-mini-tower #1 Tue Oct 11 11:50:27 EDT 2005 i686 GNU/Linux" > > on Breezy Badger > > 3) "RT, Perl, RTFM, DBIx::SearchBuilder, Apache, ModPerl, FastCGI, > > MySQL, PostgresSQL versions." > > ||/ Name Version Description > > +++-==============-==============-============================================ > > ii apache 1.3.33-8ubuntu versatile, high-performance HTTP server > > ii libapache-mod- 1.29.0.3-8ubun integration of perl with the Apache web serv > > ii libdbix-search 1.27-1 Encapsulate SQL queries and rows in simple p > > ii mysql-server 4.0.24-10ubunt mysql database server binaries > > ii perl 5.8.7-5ubuntu1 Larry Wall's Practical Extraction and Report > > ii request-tracke 3.0.12-8 Extensible trouble-ticket tracking system > > ii rtfm 2.0.3-1 RT FAQ Manager > > > > 4) "Don't forget to attach errors, logs, think about debug log level." - Output includes stack trace > > 5) "In any case try to search in the archives of the RT mailing lists." - Clearly I've searched > > 6) "If you are not running the most recent stable version of RT/RTFM/RTIR then upgrade before asking your question. > > " - No. :-) > > > > Thanks! > > > > -jag > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- > Joshua Ginsberg > Free Software Foundation - Senior Systems Administrator > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html -- From jfenner at vitamix.com Wed Apr 5 14:37:44 2006 From: jfenner at vitamix.com (Jason Fenner) Date: Wed, 05 Apr 2006 14:37:44 -0400 Subject: [rt-users] Script to build timeworked report based on CustomField Message-ID: <44340E78.2010001@vitamix.com> Hi everyone. I am pretty new at writing scripts to use with RT. Recently I wrote a script that I use to build a report on how much time we have spent working for the different departments in the company I work for. The departments are set through a RT::Ticket Custom Field. This is my first RT script so, I'm sure that it needs a lot of improvements. Feel free to post your thoughts and ideas. I hope that other in the RT community will also find it useful. My fire proof suit is on and I look forward to hearing your input. Jason Fenner ------------------------BEGIN SCRIPT------------------------- #!/usr/bin/perl ########################################################################## # # Author: Jason Fenner # Date: 04-05-2006 # Email: jfenner at vitamix.com # License: GPL # Description: Creates a report of time worked based on a ticket # custom field named "Department". Report contains # total time worked and percent of total time per # department. # # Note: Please email me with any improvements. # Load all modules we are going to use. use DBI; use POSIX(strftime); use FileHandle; use strict; use Date::Manip; use Math::Round; # I use sendmail here. Adjust this to match your system. my $sendmail = "/usr/sbin/sendmail -oi -t"; # Set your email settings, these settings are used to create the email containing the report. my $reply_to = "Reply-to: noreply\@foo.bar.com"; my $subject = "Subject: RT Department Reporting\n\n"; my $to = "To: foo\@bar.com\n"; my $cc = "Cc: foo\@bar.com,foo\@bar.com\n"; my $from = "From: rt-bot\@foo.bar.com\n"; # # Define the rest of the variables. # my $i; my $today = strftime("%a %m/%d/%Y %H:%M:%S",localtime()); my $department; my $TimeWorkedsql; my $ttotal; # This line is here for if you want to use a manual start time. #my $startdate = "2006-03-13 00:00:00"; my $sdate = DateCalc("today","- 1 month",\ my $err); my $bdate = &UnixDate("$sdate","%Y:%m:%d"); my $parsedate = ParseDate("$bdate"); my $startdate = Date_ConvTZ($parsedate,"","GMT"); my $refdate = &UnixDate("$sdate","%a %m/%d/%Y %H:%M:%S"); undef $/; my $percent; my $prepercent; my $percentTotal; my $percentTotalf; $= = 200000; # # Define our report format # format STDOUT_TOP = ================================================================================ Department Time Worked Report Foo-Bar RT Generated on: @<<<<<<<<<<<<<<<<<<< $today From: @<<<<<<<<<<<<<<<<<<<<<<<<<<< To: @<<<<<<<<<<<<<<<<<<<<<<< $refdate,$today ================================================================================ Department Time Worked % of Total -------------------------------------------------------------------------------- . format STDOUT= @<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<< @<<<<<<<<<< @<<% $department,$TimeWorkedsql,$percent . format FOOTER= -------------------------------------------------------------------------------- Total number of departments worked for: @<<<<<< Total Percentage: @<<<% $i,$percentTotalf Total time spent for departments: @<<<<<< $ttotal ================================================================================ . # # Open cache file for writing # open(TEMP, ">/tmp/testtemp.text") or die "Can't open temp: $!"; # # SQL Database Access time. # # Note: You need to edit the line below here with your db's username and password. # my $dbh = DBI->connect("dbi:mysql:rt3","dbuser","dbpassword"); my $sth = $dbh->prepare_cached('select CustomFieldValues.Name, sum(Transactions.TimeTaken)+sum(if(Transactions.Field = "TimeWorked",Transactions.NewValue,0)) AS TotalTime from Transactions INNER JOIN CustomFieldValues ON CustomFieldValues.Name = ObjectCustomFieldValues.Content INNER JOIN ObjectCustomFieldValues ON ObjectCustomFieldValues.ObjectId = Transactions.ObjectId INNER JOIN Tickets ON Tickets.id = Transactions.ObjectId where Transactions.Created > ? AND ObjectCustomFieldValues.CustomField =2 GROUP BY CustomFieldValues.Name;') or die "Couldn't prepare statement: " . $dbh->errstr; $sth->execute($startdate) or die "Couldn't execute statement: " . $sth->errstr; TEMP->format_name("STDOUT"); TEMP->format_top_name("STDOUT_TOP"); TEMP->format_lines_per_page(20000); #Read our results my @datafirst; # # Note: Below, I run the SQL query twice. I think this is not needed and slows the script down quite a bit. If you figure out how not to run it # twice, please let me know. # while (@datafirst = $sth->fetchrow_array()) { #print $datafirst[0] . "\n"; #print $datafirst[1] . "\n"; $TimeWorkedsql = $datafirst[1]; $ttotal = $ttotal + $TimeWorkedsql; } #print "Total was: $ttotal\n"; $TimeWorkedsql = 0; #$ttotal = 0; $sth->execute($startdate) or die "Couldn't execute statement: " . $sth->errstr; my @data; while (@data = $sth->fetchrow_array()) { $i++; $department = $data[0]; $TimeWorkedsql = $data[1]; $prepercent = $TimeWorkedsql / $ttotal; $prepercent = $prepercent * 100; $percentTotal = $percentTotal + $prepercent; $percent = (round($prepercent)); chomp; #$ttotal = $ttotal + $TimeWorkedsql; #$content = $content."\t$i: $name\t$address\n"; write(TEMP); } $percentTotalf = (round($percentTotal)); TEMP->format_name("FOOTER"); write(TEMP); close(TEMP); $dbh->disconnect; # # Suck our cache file in # open(TEMP, "/tmp/testtemp.text") or die "Can't open temp: $!"; my $content = ; # # Send the report via email # open(SENDMAIL, "|$sendmail") or die "Cannot open $sendmail: $!"; print SENDMAIL $from; print SENDMAIL $to; print SENDMAIL $cc; print SENDMAIL $subject; print SENDMAIL $content; close(SENDMAIL); close(TEMP); #print $to; #print "Message sent!\n"; ------------------------------------END SCRIPT----------------------------------- From rob at myinternetplace.net Wed Apr 5 14:45:29 2006 From: rob at myinternetplace.net (Rob Walker) Date: Wed, 5 Apr 2006 11:45:29 -0700 Subject: [rt-users] Ticket->Requestor is email address, are there other Ticket-> values? Message-ID: <200604051145.29287.rob@myinternetplace.net> I am trying to make all of the auto-reply templates have the userid in the subject line as well, but Ticket->Requestor is long, it is the entire email address. We would prefer to have just the requestor name if possible. I have not seen anything which points me to this in the source, but I was wondering if I was simply missing it. Thanks, Rob From klusk at brit.com Wed Apr 5 15:39:22 2006 From: klusk at brit.com (Kristopher Lusk) Date: Wed, 5 Apr 2006 14:39:22 -0500 Subject: [rt-users] RE: How can I get Cc:-ed people to receive email on Ticket Creation? Message-ID: <20060405193716.E6328A3AE4@mail.brit.com> Nevermind, I figured it out. It was simple, I just needed Admin rights to the actual RT ticket webpage so I could go in and configure a new Scrip that did what I wanted to do. Thanks _____ From: Kristopher Lusk [mailto:klusk at brit.com] Sent: Wednesday, April 05, 2006 10:55 AM To: 'rt-users at lists.bestpractical.com' Cc: 'klusk at brit.com' Subject: How can I get Cc:-ed people to receive email on Ticket Creation? My problem: People I list in a comma-delimited list in the Cc: field on ticket creation don't get notified of the tickets creation via email. Only the requestor receives an email on ticket creation. I'm very new to RT and I've been searching online for a while to find a solution. The Wiki documentation is not helpful, because again I am new to RT, and it seems to be written geared toward those with more advanced knowledge of the system. Searching online hasn't gotten me anywhere either. It seems that other people are having or have had similar problems, but I haven't seen any solutions out there - at least none that I understand. I don't know, but to me it would seem logical that people you want to Cc: on a tickets creation actually be notified that the ticket was created if they are listed as CCs - like when you Cc: someone with your favorite email application, they also get the email. From reading other messages here, I vaguely understand that I need to change "some scrip" to say something like "On Create Notify Requestors and *Cc*s with template Autoreply". But, I ask, which scrip would that be? Where is it? And I where is "NotifyRequestorsAndCcs" in the documentation? I think I've even read that this was a default setting in RT somewhere. If so, and anyone knows why, I would love to understand why as well. I thought I knew how this worked, but my attempts have all failed and searching both the Wiki and the mailing list archives hasn't improved my understanding enough to get anywhere. I'm using RT version 3.2 on Windows/Linux Can anyone point me in the right direction? Preferably in layman's terms. Thanks a Million. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jmhanks1373 at hotmail.com Wed Apr 5 15:46:44 2006 From: jmhanks1373 at hotmail.com (Jared Hanks) Date: Wed, 05 Apr 2006 12:46:44 -0700 Subject: [rt-users] Setting Custom Fields upon autocreation of ticket In-Reply-To: <20060405191825.GK30820@chaka.net> Message-ID: Hello, When a ticket is created via Email with TemporaryAccess in the subject the following scrip runs to create 2 tickets. The second ticket is created and refers to the first ticket. if($self->TicketObj->Subject =~/TemporaryAccess/i) { my $TicketObjItem = RT::Ticket->new(RT::CurrentUser->new($RT::SystemUser)); my $TicketId = $TicketObjItem->Create(Queue => $count, Type => "Ticket", Subject => "Delete Temporary Login", RefersTo => $self->TicketObj->Id); } This is working fine, but I would like set some custom fields in the second ticket. How do I go about this? The custom field ID's of the custom fields I need to set are 37 and 38 and are named TicketType and AccessManagementType. The custom field value ID's are 116 and 119 and are named Access and Separation. I have tried to use CustomField37 => "Access", CustomField38 => "Separation", and CustomField37 => 116, CustomField38 => 119, but neither has worked. I think this can be done but am just unsure of how to accomplish this. Any help would be greatly appreciated. Thanks, Jared _________________________________________________________________ Don?t just search. Find. Check out the new MSN Search! http://search.msn.click-url.com/go/onm00200636ave/direct/01/ From jfenner at vitamix.com Wed Apr 5 15:54:02 2006 From: jfenner at vitamix.com (Jason Fenner) Date: Wed, 05 Apr 2006 15:54:02 -0400 Subject: [rt-users] Setting Custom Fields upon autocreation of ticket In-Reply-To: References: Message-ID: <4434205A.7070300@vitamix.com> Jared, I just solved that same puzzle myself. Take a look at this snippet and see if it helps you out: unless( $self->TicketObj->FirstCustomFieldValue( '2' ) ) { my( $st, $msg ) = $self->TicketObj->AddCustomFieldValue( Field => '2', Value => $DefaultValue, RecordTransaction => $RecTransaction ); unless( $st ) { $RT::Logger->warning( "Couldn't set $DefaultValue as value for CF :". $msg ); --Jason Jared Hanks wrote: > Hello, > > When a ticket is created via Email with TemporaryAccess in the subject > the following scrip runs to create 2 tickets. The second ticket is > created and refers to the first ticket. > > if($self->TicketObj->Subject =~/TemporaryAccess/i) > { > my $TicketObjItem = > RT::Ticket->new(RT::CurrentUser->new($RT::SystemUser)); > my $TicketId = $TicketObjItem->Create(Queue => $count, Type => > "Ticket", Subject => "Delete Temporary Login", RefersTo => > $self->TicketObj->Id); > } > > This is working fine, but I would like set some custom fields in the > second ticket. How do I go about this? The custom field ID's of the > custom fields I need to set are 37 and 38 and are named TicketType and > AccessManagementType. The custom field value ID's are 116 and 119 and > are named Access and Separation. > > I have tried to use CustomField37 => "Access", CustomField38 => > "Separation", and CustomField37 => 116, CustomField38 => 119, but > neither has worked. I think this can be done but am just unsure of how > to accomplish this. > > Any help would be greatly appreciated. > > Thanks, > Jared > > _________________________________________________________________ > Don?t just search. Find. Check out the new MSN Search! > http://search.msn.click-url.com/go/onm00200636ave/direct/01/ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > From mcdent at gmail.com Wed Apr 5 16:04:19 2006 From: mcdent at gmail.com (Mike Dent) Date: Wed, 5 Apr 2006 21:04:19 +0100 Subject: [rt-users] iCalendar export? In-Reply-To: <20060405173525.GF4283@bestpractical.com> References: <4432C2BE.6060501@astro.princeton.edu> <20060405173525.GF4283@bestpractical.com> Message-ID: <9e769e4e0604051304v3b8dfcbck963855265afbeb22@mail.gmail.com> On 4/5/06, Jesse Vincent wrote: > Funny you should mention it. I've actually got something like this about > 80% done, as we need it in house. If it works all right once I get to a > mac for testing, I'll release it to CPAN. Jesse, that sounds promising. I look forward to testing it when its ready. Are you able to say what exactly it does at this stage? Thanks Mike From rickr at rice.edu Wed Apr 5 16:32:12 2006 From: rickr at rice.edu (Rick Russell) Date: Wed, 05 Apr 2006 15:32:12 -0500 Subject: [rt-users] Script to build timeworked report based on CustomField In-Reply-To: <44340E78.2010001@vitamix.com> References: <44340E78.2010001@vitamix.com> Message-ID: <4434294C.5050507@rice.edu> Jason Fenner wrote: > use POSIX(strftime); Be careful! RT uses a default PERL package called CTime that includes its own versions of strftime, localtime, etc. In my own scrips, I found that even if I specified use POSIX; up front, RT would occasionally pull the functions from CTime instead of POSIX, and produce garbage as a result. localtime() seems to work differently between the two packages. For safety, I suggest using explicit function calls like POSIX::strftime(argument) and POSIX::localtime() Rick R. -------------- next part -------------- A non-text attachment was scrubbed... Name: rickr.vcf Type: text/x-vcard Size: 182 bytes Desc: not available URL: From jesse at bestpractical.com Wed Apr 5 17:01:44 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 5 Apr 2006 17:01:44 -0400 Subject: [rt-users] Script to build timeworked report based on CustomField In-Reply-To: <4434294C.5050507@rice.edu> References: <44340E78.2010001@vitamix.com> <4434294C.5050507@rice.edu> Message-ID: <20060405210144.GN4283@bestpractical.com> On Wed, Apr 05, 2006 at 03:32:12PM -0500, Rick Russell wrote: > > > Jason Fenner wrote: > > > use POSIX(strftime); > > Be careful! RT uses a default PERL package called CTime that includes > its own versions of strftime, localtime, etc. Huh? From jmhanks1373 at hotmail.com Wed Apr 5 17:28:32 2006 From: jmhanks1373 at hotmail.com (Jared Hanks) Date: Wed, 05 Apr 2006 14:28:32 -0700 Subject: [rt-users] Setting Custom Fields upon autocreation of ticket In-Reply-To: <4434205A.7070300@vitamix.com> Message-ID: I was able to get it to work using the following: if($self->TicketObj->Subject =~/TemporaryAccess/i) { my $TicketObjItem = RT::Ticket->new(RT::CurrentUser->new($RT::SystemUser)); my $TicketId = $TicketObjItem->Create(Queue => $count, Type => "Ticket", Subject => "Delete Temporary Login", RefersTo => $self->TicketObj->Id); $TicketObjItem->AddCustomFieldValue( Field => '37', Value => "Access", RecordTransaction => 1 ); unless( $status ) { $RT::Logger->warning( "Couldn't set Access as value for CF TicketType". $msg ); return undef; } $TicketObjItem->AddCustomFieldValue( Field => '38', Value => "Separation", RecordTransaction => 1 ); unless( $status ) { $RT::Logger->warning( "Couldn't set Separation as value for CF AccessManagementType". $msg ); return undef; } } Thanks for the help. Jared >From: Jason Fenner >To: Jared Hanks >CC: rt-users at lists.bestpractical.com >Subject: Re: [rt-users] Setting Custom Fields upon autocreation of ticket >Date: Wed, 05 Apr 2006 15:54:02 -0400 > >Jared, I just solved that same puzzle myself. Take a look at this snippet >and see if it helps you out: > >unless( $self->TicketObj->FirstCustomFieldValue( '2' ) ) { >my( $st, $msg ) = $self->TicketObj->AddCustomFieldValue( >Field => '2', >Value => $DefaultValue, >RecordTransaction => $RecTransaction ); >unless( $st ) { >$RT::Logger->warning( "Couldn't set $DefaultValue as value for CF :". $msg >); > >--Jason > >Jared Hanks wrote: > >>Hello, >> >>When a ticket is created via Email with TemporaryAccess in the subject the >>following scrip runs to create 2 tickets. The second ticket is created and >>refers to the first ticket. >> >>if($self->TicketObj->Subject =~/TemporaryAccess/i) >>{ >>my $TicketObjItem = >>RT::Ticket->new(RT::CurrentUser->new($RT::SystemUser)); >>my $TicketId = $TicketObjItem->Create(Queue => $count, Type => "Ticket", >>Subject => "Delete Temporary Login", RefersTo => $self->TicketObj->Id); >>} >> >>This is working fine, but I would like set some custom fields in the >>second ticket. How do I go about this? The custom field ID's of the custom >>fields I need to set are 37 and 38 and are named TicketType and >>AccessManagementType. The custom field value ID's are 116 and 119 and are >>named Access and Separation. >> >>I have tried to use CustomField37 => "Access", CustomField38 => >>"Separation", and CustomField37 => 116, CustomField38 => 119, but neither >>has worked. I think this can be done but am just unsure of how to >>accomplish this. >> >>Any help would be greatly appreciated. >> >>Thanks, >>Jared >> >>_________________________________________________________________ >>Don?t just search. Find. Check out the new MSN Search! >>http://search.msn.click-url.com/go/onm00200636ave/direct/01/ >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Community help: http://wiki.bestpractical.com >>Commercial support: sales at bestpractical.com >> >> >>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a >>copy at http://rtbook.bestpractical.com >> >> >>We're hiring! Come hack Perl for Best Practical: >>http://bestpractical.com/about/jobs.html >> > > _________________________________________________________________ Don?t just search. Find. Check out the new MSN Search! http://search.msn.click-url.com/go/onm00200636ave/direct/01/ From rjansen at vub.ac.be Wed Apr 5 20:17:50 2006 From: rjansen at vub.ac.be (rjansen at vub.ac.be) Date: Thu, 6 Apr 2006 02:17:50 +0200 (CEST) Subject: [rt-users] Apache/PHP 5.1.2/mod_perl Solaris 10 Problem Message-ID: <62005.212.68.229.154.1144282670.squirrel@triage.vub.ac.be> Hi, After several days of debugging I think I figured out that perl 5.8.3 with a default config doesn't work properly on Solaris 10. I installed on a Solaris 10 (doing a major upgrade from a working Solaris 9 similar setup ) the following: Apache/1.3.34 (Unix) PHP/5.1.2 mod_perl/1.29 using the Solaris malloc (perl 5.8.3 configured with -Uusemyalloc (means: don't use perl's malloc) and the rest default) (All compiled with the Sunfreeware gcc 3.3.2 package and APACI for PHP and mod_perl) RT 3.4.5 with RTFM-2.2.0RC2. >From time to time one of the Apache processes simply bails out with the following message: "Out of memory!" (This message is perl related) (grep through the docs,.. seems that it's perlio related (Changes5.8)) (seems to be after PHP activity in the same Apache) I also tried with perl 5.8.8 (plus mod_perl and Apache rebuild ofcourse,.. no go ,.. even more errors. Tried running Apache with debugging perl in standalone,... Tried perl profiling,... No answer found,.. Apache processes keep bailing out... So I added the 2 option in the perl config to NOT use perlio (non-default) and NO faststdio (non-default) (Watch out here,.. the perl config will use a different naming scheme for it's @INC dir's. Solved this by editing the perl's config.sh file before the perl build. It also means that this will break any statically linked Perl Modules from a same versioned Perl with different config options, because the PerLio is gone) As far I can see, repairing the RT required modules involves: CPAN break's on Term::Readkey (install it manually) then use CPAN shell to force install (in this order): -DBI -DBIx::SearchBuilder -HTML::Mason -Scalar::Util -Tree::Simple Seems that the "Out of Memory!" error is still there !! Arrghh,... I'm at a loss here,... The Solaris installed perl isn't an option because we need a more recent one than Sun's 5.8.4 (see above ,.. 5.8.8 default fails to) Any hints ? A working recipe ? TIA Jansen Robert From dshannon at techfluent.com Wed Apr 5 21:10:56 2006 From: dshannon at techfluent.com (Duncan Shannon) Date: Wed, 5 Apr 2006 20:10:56 -0500 Subject: [rt-users] RT as a HIPAA comliant messaging system? Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB4509CB71@TF-FS2.internal.techfluent.com> I have some customers that need to follow HIPAA. They need to be able to send secure emails... which is a total pain in the butt, esp. if you are using Outlook. I have vanguard account... I can 'email' them securely... thru a web client over https. When I get my response, that stays in my account on line, but I get an email that says, you have a response. Has anyone implemented RT in such a fashion? It seems like it could very well be used out of the box to implement such a system... maybe some customization to make it friendlier or more tailored to hipaa compliance. Anyways... any thoughts? Anyone using RT for such a system? What do you think? duncan Duncan Shannon Techfluent, Inc. (P) 612-338-1300 (F) 612-638-1310 dshannon at techfluent.com www.techfluent.com From dshannon at techfluent.com Wed Apr 5 21:12:24 2006 From: dshannon at techfluent.com (Duncan Shannon) Date: Wed, 5 Apr 2006 20:12:24 -0500 Subject: [rt-users] iCalendar export? Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB4509CB72@TF-FS2.internal.techfluent.com> > > I saw mention in the archives that someone c. 2004 was looking for a > > simple way to get RT tickets listed in his Palm's To-Do list. One of > > the suggestions was to get something that could export the tickets in > > iCalendar format. Unfortunately, I don't see anything else mentioned > > about it. > > Funny you should mention it. I've actually got something like this about > 80% done, as we need it in house. If it works all right once I get to a > mac for testing, I'll release it to CPAN. Very cool. Why the Mac? For iCal testing? What about other iCalendar format systems... dunacn From jesse at bestpractical.com Wed Apr 5 21:11:50 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 5 Apr 2006 21:11:50 -0400 Subject: [rt-users] iCalendar export? In-Reply-To: <2B7B7880538AA440B5FBCE7A56E8CB4509CB72@TF-FS2.internal.techfluent.com> References: <2B7B7880538AA440B5FBCE7A56E8CB4509CB72@TF-FS2.internal.techfluent.com> Message-ID: <20060406011150.GW4283@bestpractical.com> > Why the Mac? For iCal testing? What about other iCalendar format > systems... Because iCal on a Mac is the plaform my salesperson runs. And What I'm doing is for her use. > dunacn > -- From dshannon at techfluent.com Wed Apr 5 21:13:46 2006 From: dshannon at techfluent.com (Duncan Shannon) Date: Wed, 5 Apr 2006 20:13:46 -0500 Subject: [rt-users] RE: How can I get Cc:-ed people to receive email onTicket Creation? Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB4509CB73@TF-FS2.internal.techfluent.com> >Nevermind, I figured it out.? It was simple, I just needed Admin rights to >the actual RT ticket webpage so I could go in and configure a new Scrip that >did what I wanted to do. Can you expand on what you did for the benefit of the list/archives and maybe even a page in the wiki? Thanks dunacn From smuller at netcommplete.com.au Wed Apr 5 04:36:28 2006 From: smuller at netcommplete.com.au (Scott Muller) Date: Wed, 05 Apr 2006 18:36:28 +1000 Subject: [rt-users] Help: How to set up RT In-Reply-To: <1144228130.14378.14.camel@network-2.intranet.vicscouts.asn.au> References: <1144228130.14378.14.camel@network-2.intranet.vicscouts.asn.au> Message-ID: <4433818C.4070609@netcommplete.com.au> Shen, Tyler wrote: > Hi, > Tyler we use the following #> vi httpd.conf # Tell FastCGI to put its temporary files somewhere sane. FastCgiIpcDir /tmp FastCgiServer /usr/local/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 9 DocumentRoot /usr/local/rt3/ ServerName xxxx.netcommplete.com.au # Pass through requests to display images Alias /NoAuth/images/ /usr/local/rt3/share/html/NoAuth/images/ AddHandler fastcgi-script fcgi ScriptAlias / /usr/local/rt3/bin/mason_handler.fcgi/ AllowOverride None Order Deny,Allow Allow from all -- Scott From matthew.watson at staff.netspace.net.au Wed Apr 5 22:24:53 2006 From: matthew.watson at staff.netspace.net.au (Matthew Watson) Date: Thu, 6 Apr 2006 12:24:53 +1000 Subject: [rt-users] VMWare appliance Message-ID: <56F211C5E3F24F47B103EA1B253822BED5ABDB@vic-cr-ex1.staff.netspace.net.au> Heya. Jesse, did you end up getting this hosting anywhere? Would be very interesting to look at this. Chers. Regards -- Matthew Watson Netspace Online Systems (03) 98110010 -------------- next part -------------- An HTML attachment was scrubbed... URL: From lwang at clusterfs.com Wed Apr 5 22:45:30 2006 From: lwang at clusterfs.com (lwang) Date: Thu, 06 Apr 2006 10:45:30 +0800 Subject: [rt-users] RT performance or feature request In-Reply-To: <20060404155920.GC4283@bestpractical.com> References: <5613F89D78D2F545A40423EBA5535C300E75CF0B@LAXEVS01.lax.corp.int.untd.com> <4431E9C4.5010203@clusterfs.com> <20060404155920.GC4283@bestpractical.com> Message-ID: <443480CA.40508@clusterfs.com> Jesse Vincent wrote: >>This tree was migrated from Bugzilla. Typically, we have hundreds of >>tickets under a tree. >> >>Because of the simplicity of Bugzilla, it can handle such an extreme >>without difficulty. > > > I think we're autolimiting to a depth of "8 levels". I'd be thrilled to > take a patch for 3.6 to make that configurable, so you could set it to > one. (I also bet that we could recast it to be a ticket search, not a > relationship search with ticket lookups for each item.) > > Jesse This will be a very useful extend for some customers. Thanks for the great tool. - Wang From lwang at clusterfs.com Wed Apr 5 22:54:39 2006 From: lwang at clusterfs.com (lwang) Date: Thu, 06 Apr 2006 10:54:39 +0800 Subject: [rt-users] RT performance or feature request In-Reply-To: <20060404155920.GC4283@bestpractical.com> References: <5613F89D78D2F545A40423EBA5535C300E75CF0B@LAXEVS01.lax.corp.int.untd.com> <4431E9C4.5010203@clusterfs.com> <20060404155920.GC4283@bestpractical.com> Message-ID: <443482EF.8090900@clusterfs.com> Jesse Vincent wrote: >>This tree was migrated from Bugzilla. Typically, we have hundreds of >>tickets under a tree. >> >>Because of the simplicity of Bugzilla, it can handle such an extreme >>without difficulty. > > > I think we're autolimiting to a depth of "8 levels". I'd be thrilled to > take a patch for 3.6 to make that configurable, so you could set it to > one. (I also bet that we could recast it to be a ticket search, not a > relationship search with ticket lookups for each item.) > > Jesse Jesse, It might be a good idea to add a link "Expand the hierarchy" if the hierarchy is not completely displayed. Thanks. - Wang From msnyder at servervault.com Wed Apr 5 23:27:14 2006 From: msnyder at servervault.com (Mathew Snyder) Date: Wed, 05 Apr 2006 23:27:14 -0400 Subject: [rt-users] Search Problem Message-ID: <44348A92.80400@servervault.com> After recently screwing up with RTx::Shredder on an incompatible system it has been found that our Search function no longer works as intended. We have a custom field called Profiles which consists of approximately 85 different options in a Select Multiple. So theoretically, by selecting one of the options, I should be able to pull up a list of all tickets containing the profile selected and only the profile selected (it is the only search option selected). However, instead, I get a list of all 10,000 tickets in the database. I've checked other options such as owner, and owner with status of open and even a blank search. These searches worked as expected. It is only the custom field that is not doing what we want. Any ideas what might need to be fixed? -- Mathew Snyder Systems Administrator Network+ ServerVault TechOps From fatearthling at gmail.com Thu Apr 6 02:00:44 2006 From: fatearthling at gmail.com (Howard Kao) Date: Thu, 6 Apr 2006 14:00:44 +0800 Subject: [rt-users] RT problem causing 500 error for httpd Message-ID: Hi all, We have a weird error in our RT. From the error log, it looks like FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: Malformed UTF-8 character (UTF-16 surrogate 0xdacf) in substitution iterator at /usr/local/lib/perl5/site_perl/5.8.6/Devel/StackTrace.pm line 312. FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: Malformed UTF-8 character (UTF-16 surrogate 0xdacf) in substitution iterator at /usr/local/lib/perl5/site_perl/5.8.6/Devel/StackTrace.pm line 312. Since these two lines happened, when we tried to access RT, the apache would return error 500, "Internal Server Error", and the log after the previous 2 lines are always these 2 lines: (2)No such file or directory: FastCGI: failed to connect to server "/usr/l ocal/rt3/bin/mason_handler.fcgi": connect() failed FastCGI: incomplete headers (0 bytes) received from server "/usr/local/rt3 /bin/mason_handler.fcgi" Everything looks fine and we cannot figure out what caused this error. Can someone please advice on how to fix this problem? The system spec: FreeBSD 4.10-RELEASE-p4 i386 Perl 5.8.6_2 apache-2.0.52_4 mod_fastcgi-2.4.2 mysql 4.1.9 Thanks. From mustafa.badawi at gmail.com Thu Apr 6 02:26:10 2006 From: mustafa.badawi at gmail.com (Mustafa Badawi) Date: Thu, 6 Apr 2006 09:26:10 +0300 Subject: [rt-users] delegate permissions In-Reply-To: <20060405125505.GB30820@chaka.net> References: <6792fb9a0604050451t5a4c27a8sbfdb2772183f8004@mail.gmail.com> <20060405125505.GB30820@chaka.net> Message-ID: <6792fb9a0604052326p3a5762fbwd930d2d307658bbe@mail.gmail.com> can you please provide more details or point to a link which might help. thanks and regards Mustafa Badawi On 4/5/06, Todd Chapman wrote: > > On Wed, Apr 05, 2006 at 02:51:15PM +0300, Mustafa Badawi wrote: > > Dear All > > > > I would like a RT user to delegate his permissions (role) to other users > if > > he/she is out for a meeting or is on vacation. I couldn't find such a > > feature in RT. Kindly let me know if I missed something. > > > > regards > > Mustafa > > Configuration -> Global -> Group Rights -> ( give DeletegateRights > and AdminPersonalGroups to desired groups ) > > Preferences -> Delegation > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From steffen at forskernet.dk Thu Apr 6 03:37:21 2006 From: steffen at forskernet.dk (Steffen Poulsen) Date: Thu, 06 Apr 2006 09:37:21 +0200 Subject: [rt-users] Problem creating initial rt3 database in mysql, DBD::mysql::db prepare warning: In-Reply-To: <44339740.3010202@forskernet.dk> References: <44338E25.3090001@forskernet.dk> <200604051142.52530.tknoezinger@datadirectnet.com> <44339740.3010202@forskernet.dk> Message-ID: <4434C531.3080001@forskernet.dk> What is the easiest way to debug this - can I insert a statement that will check if the database connection is alive before doing the core objects? // Steffen Steffen Poulsen wrote: >Thomas Knoezinger wrote: > > > >>./rt-setup-database --dba=${RT::DatabaseUser} --action=init --prompt-for-dba-password >> >>replace ${RT::DatabaseUser} with your database user from RT_SiteConfig.pm. >> >>This sould work. >> >> >> >> >Thanks, it did take me a bit further :-) Now I get this instead: > >Done setting up database schema. >Now inserting database ACLs >Now inserting RT core system objects >Can't call method "rollback" on an undefined value at >/usr/lib/perl5/vendor_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line 713. > >Sounds like this may be related to my environment - any hints? > > > >>P.S: Please let me know if you installation of rt is eating a lot of memory >>even for prompting login page. >> >> >> >> >Looking forward to return to you on this one :-) > >// Steffen >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com > > >We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From rob at hooft.net Thu Apr 6 03:18:20 2006 From: rob at hooft.net (Rob W.W. Hooft) Date: Thu, 06 Apr 2006 09:18:20 +0200 Subject: [rt-users] Problem searching on a particular custom field Message-ID: <4434C0BC.7060105@hooft.net> In our RT 3.4.4 setup, there is one queue with the following custom field: "Closed Because" of style "select one" With possible values: "Done" "Duplicate" "Won't do - can't reproduce" "Won't do - it works as advertised" "Won't do - not our fault" "Won't do - might reconsider in the future" "Spam, Virus, etc" Since our custom fields are coming from upgrades from older RT versions, all of them are global, and there are different ones with the same name that are used in different queues. We have terrible problems using this CF in searches: % rt list "queue = 'pilot' AND Status = 'Resolved'" | wc -l 119 % rt list "queue = 'pilot' AND Status = 'Resolved' AND 'CF.{Closed Because}' = 'Done'" | wc -l 89 % rt list "queue = 'pilot' AND Status = 'Resolved' AND 'CF.{Closed Because}' != 'Done'" | wc -l 119 Here it looks like the "equals" test is working, but the unequal test is not (it matches everything). The same is true for LIKE and NOT LIKE. However, if I do similar tests with the "Won't do" selections (using the Web interface, because I did not manage to find the right syntax for escaping the quote on the command line), the positive test also matches other unintended "Won't do" values..... Now I do suspect that this is a bug that may be triggered by the single quotes in the value text, but I am not sure whether I can change the value text of this CustomField without breaking all past tickets. I also didn't see anything that looks like a fix in the 3.4.5 update. What can I do to make this work? Rob Hooft -- Rob W.W. Hooft || rob at hooft.net || http://www.hooft.net/people/rob/ From steffen at forskernet.dk Thu Apr 6 05:16:04 2006 From: steffen at forskernet.dk (Steffen Poulsen) Date: Thu, 06 Apr 2006 11:16:04 +0200 Subject: [rt-users] Problem creating initial rt3 database in mysql, DBD::mysql::db prepare warning: In-Reply-To: <4434C531.3080001@forskernet.dk> References: <44338E25.3090001@forskernet.dk> <200604051142.52530.tknoezinger@datadirectnet.com> <44339740.3010202@forskernet.dk> <4434C531.3080001@forskernet.dk> Message-ID: <4434DC54.6080508@forskernet.dk> Steffen Poulsen wrote: >>Thanks, it did take me a bit further :-) Now I get this instead: >> >>Done setting up database schema. >>Now inserting database ACLs >>Now inserting RT core system objects >>Can't call method "rollback" on an undefined value at >>/usr/lib/perl5/vendor_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line 713. >> >>Sounds like this may be related to my environment - any hints? >> >> Seems this had something to do with local environment: emerge -u dev-perl/dbix-searchbuilder dev-perl/DBIx-DBSchema dev-perl/DBIx-ContextualFetch dev-perl/DBI seems to have solved it. I had to install default password / username while running rt-setup-database (even though overwritten in ../etc/RT_SiteConfig.pm), possibly this has to do with Gentoo way of doing things (?). Looking forward to get on with this :-) // Steffen From steffen at forskernet.dk Thu Apr 6 07:44:09 2006 From: steffen at forskernet.dk (Steffen Poulsen) Date: Thu, 06 Apr 2006 13:44:09 +0200 Subject: [rt-users] Problem creating initial rt3 database in mysql, DBD::mysql::db prepare warning: In-Reply-To: <200604051142.52530.tknoezinger@datadirectnet.com> References: <44338E25.3090001@forskernet.dk> <200604051142.52530.tknoezinger@datadirectnet.com> Message-ID: <4434FF09.9080409@forskernet.dk> Thomas Knoezinger wrote: >P.S: Please let me know if you installation of rt is eating a lot of memory >even for prompting login page. > > Seems like it's finally getting to run, after mason was compiled for modperl support :-) But you're right, it only managed to show the login-page once - subsequent requests just puts this in apache error log: Out of memory! Callback called exit. Any ideas? // Steffen, Denmark From mustafa.badawi at gmail.com Thu Apr 6 08:08:29 2006 From: mustafa.badawi at gmail.com (Mustafa Badawi) Date: Thu, 6 Apr 2006 15:08:29 +0300 Subject: [rt-users] Default owner Message-ID: <6792fb9a0604060508u6237d437u62e4538e7006a9bc@mail.gmail.com> I want a certain support engineer to be the default owner of all tickets created in a certain queue. I have tried doing this using scrips (on create set owner to the specific rt user). The tickets, however. remain unowned and no errors are displayed. $self->TicketObj->owner eq 'engineer'; Is there another way to set the default owner on a certain queue and if not, what is wrong with my scrip? thanks in advance -------------- next part -------------- An HTML attachment was scrubbed... URL: From jfenner at vitamix.com Thu Apr 6 09:02:03 2006 From: jfenner at vitamix.com (Jason Fenner) Date: Thu, 06 Apr 2006 09:02:03 -0400 Subject: [rt-users] VMWare appliance In-Reply-To: <56F211C5E3F24F47B103EA1B253822BED5ABDB@vic-cr-ex1.staff.netspace.net.au> References: <56F211C5E3F24F47B103EA1B253822BED5ABDB@vic-cr-ex1.staff.netspace.net.au> Message-ID: <4435114B.3090506@vitamix.com> Funny you should mention this. I was just starting planning to build a RT VMWare appliance to submit to VMWare's site. Has this appliance already been built? Jason Fenner Matthew Watson wrote: >Heya. > > > > Jesse, did you end up getting this hosting anywhere? Would be very >interesting to look at this. > > > >Chers. > > > > > >Regards > > > >-- > >Matthew Watson > >Netspace Online Systems > >(03) 98110010 > > > > > > >------------------------------------------------------------------------ > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com > > >We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > From jfenner at vitamix.com Thu Apr 6 09:16:48 2006 From: jfenner at vitamix.com (Jason Fenner) Date: Thu, 06 Apr 2006 09:16:48 -0400 Subject: [rt-users] Default owner In-Reply-To: <6792fb9a0604060508u6237d437u62e4538e7006a9bc@mail.gmail.com> References: <6792fb9a0604060508u6237d437u62e4538e7006a9bc@mail.gmail.com> Message-ID: <443514C0.6090000@vitamix.com> Try this on for size. Add this scrip to the queue you want. Condition: OnCreate Template: Blank Action: UserDefined ---------------------------------------------BEGIN SCRIP------------------------------------ # get actor ID #my $Actor = $self->TransactionObj->Creator; #Set $Actor below to user you want to auto set to. my $Actor = "Username"; # if actor is RT_SystemUser then get out of here #return 1 if $Actor == $RT::SystemUser->id; # get out unless ticket owner is nobody #return 1 unless $self->TicketObj->Owner == $RT::Nobody->id; # ok, try to change owner $RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to user #". $Actor ); my ($status, $msg) = $self->TicketObj->SetOwner( $Actor ); unless( $status ) { $RT::Logger->error( "Impossible to assign the ticket to $Actor: $msg" ); return undef; } return 1; ----------------------------------END SCRIP--------------------------------------------------------- Mustafa Badawi wrote: >I want a certain support engineer to be the default owner of all tickets >created in a certain queue. I have tried doing this using scrips (on create >set owner to the specific rt user). The tickets, however. remain unowned and >no errors are displayed. > >$self->TicketObj->owner eq 'engineer'; > >Is there another way to set the default owner on a certain queue and if not, >what is wrong with my scrip? > >thanks in advance > > > >------------------------------------------------------------------------ > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com > > >We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > From mustafa.badawi at gmail.com Thu Apr 6 09:45:14 2006 From: mustafa.badawi at gmail.com (Mustafa Badawi) Date: Thu, 6 Apr 2006 16:45:14 +0300 Subject: [rt-users] Default owner In-Reply-To: <443514C0.6090000@vitamix.com> References: <6792fb9a0604060508u6237d437u62e4538e7006a9bc@mail.gmail.com> <443514C0.6090000@vitamix.com> Message-ID: <6792fb9a0604060645u920034dv698a98149b497e8a@mail.gmail.com> didn't work for me, tickets are still unowned. anywhere I can debug? On 4/6/06, Jason Fenner wrote: > > Try this on for size. > > Add this scrip to the queue you want. > > Condition: OnCreate > Template: Blank > Action: UserDefined > ---------------------------------------------BEGIN > SCRIP------------------------------------ > # get actor ID > #my $Actor = $self->TransactionObj->Creator; > #Set $Actor below to user you want to auto set to. > my $Actor = "Username"; > > # if actor is RT_SystemUser then get out of here > #return 1 if $Actor == $RT::SystemUser->id; > > # get out unless ticket owner is nobody > #return 1 unless $self->TicketObj->Owner == $RT::Nobody->id; > > # ok, try to change owner > $RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to > user #". $Actor ); > my ($status, $msg) = $self->TicketObj->SetOwner( $Actor ); > unless( $status ) { > $RT::Logger->error( "Impossible to assign the ticket to $Actor: $msg" > ); > return undef; > } > return 1; > > ----------------------------------END > SCRIP--------------------------------------------------------- > > Mustafa Badawi wrote: > > >I want a certain support engineer to be the default owner of all tickets > >created in a certain queue. I have tried doing this using scrips (on > create > >set owner to the specific rt user). The tickets, however. remain unowned > and > >no errors are displayed. > > > >$self->TicketObj->owner eq 'engineer'; > > > >Is there another way to set the default owner on a certain queue and if > not, > >what is wrong with my scrip? > > > >thanks in advance > > > > > > > >------------------------------------------------------------------------ > > > >_______________________________________________ > >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > >Community help: http://wiki.bestpractical.com > >Commercial support: sales at bestpractical.com > > > > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >Buy a copy at http://rtbook.bestpractical.com > > > > > >We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From steffen at forskernet.dk Thu Apr 6 09:49:09 2006 From: steffen at forskernet.dk (Steffen Poulsen) Date: Thu, 06 Apr 2006 15:49:09 +0200 Subject: [rt-users] Problem creating initial rt3 database in mysql, DBD::mysql::db prepare warning: In-Reply-To: <200604061401.53731.knoezi@knoezi.homedns.org> References: <44338E25.3090001@forskernet.dk> <200604051142.52530.tknoezinger@datadirectnet.com> <4434FF09.9080409@forskernet.dk> <200604061401.53731.knoezi@knoezi.homedns.org> Message-ID: <44351C55.8000305@forskernet.dk> Installing an earlier version of DBD-mysql got me past the login screen - hope this issue won't cause any surprises later on! :-) # emerge -p --oneshot =DBD-mysql-3.0002 // Steffen Thomas Knoezinger wrote: >Hello Steffen, > >have the same issue. Tested with debian with out this issue. Seems to be a >gentoo only issue. You can find some email about this issue. I have no idea >till now. >Even last comment to try running apache with mpm_worker is not solving the >issue. > >Thanks, >Thomas > >On Thursday 06 April 2006 13:44, Steffen Poulsen wrote: > > >>Thomas Knoezinger wrote: >> >> >>>P.S: Please let me know if you installation of rt is eating a lot of >>>memory even for prompting login page. >>> >>> >>Seems like it's finally getting to run, after mason was compiled for >>modperl support :-) >> >>But you're right, it only managed to show the login-page once - >>subsequent requests just puts this in apache error log: >> >>Out of memory! >>Callback called exit. >> >>Any ideas? >> >>// Steffen, Denmark >> >> From jfenner at vitamix.com Thu Apr 6 10:18:55 2006 From: jfenner at vitamix.com (Jason Fenner) Date: Thu, 06 Apr 2006 10:18:55 -0400 Subject: [rt-users] Default owner In-Reply-To: <6792fb9a0604060645u920034dv698a98149b497e8a@mail.gmail.com> References: <6792fb9a0604060508u6237d437u62e4538e7006a9bc@mail.gmail.com> <443514C0.6090000@vitamix.com> <6792fb9a0604060645u920034dv698a98149b497e8a@mail.gmail.com> Message-ID: <4435234F.2020507@vitamix.com> Some more details: Set Custom action preparation code: to say return 1; Put the code I sent to you in: Custom action cleanup code For debug information check your rt log file. This is normally located in: /var/logs/rt/rt.log Also, quit CCing rt-list-owners every time you post to the list. Mustafa Badawi wrote: >didn't work for me, tickets are still unowned. anywhere I can debug? > >On 4/6/06, Jason Fenner wrote: > > >>Try this on for size. >> >>Add this scrip to the queue you want. >> >>Condition: OnCreate >>Template: Blank >>Action: UserDefined >>---------------------------------------------BEGIN >>SCRIP------------------------------------ >># get actor ID >> #my $Actor = $self->TransactionObj->Creator; >> #Set $Actor below to user you want to auto set to. >> my $Actor = "Username"; >> >> # if actor is RT_SystemUser then get out of here >> #return 1 if $Actor == $RT::SystemUser->id; >> >> # get out unless ticket owner is nobody >> #return 1 unless $self->TicketObj->Owner == $RT::Nobody->id; >> >> # ok, try to change owner >> $RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to >>user #". $Actor ); >> my ($status, $msg) = $self->TicketObj->SetOwner( $Actor ); >> unless( $status ) { >> $RT::Logger->error( "Impossible to assign the ticket to $Actor: $msg" >>); >> return undef; >> } >> return 1; >> >>----------------------------------END >>SCRIP--------------------------------------------------------- >> >>Mustafa Badawi wrote: >> >> >> >>>I want a certain support engineer to be the default owner of all tickets >>>created in a certain queue. I have tried doing this using scrips (on >>> >>> >>create >> >> >>>set owner to the specific rt user). The tickets, however. remain unowned >>> >>> >>and >> >> >>>no errors are displayed. >>> >>>$self->TicketObj->owner eq 'engineer'; >>> >>>Is there another way to set the default owner on a certain queue and if >>> >>> >>not, >> >> >>>what is wrong with my scrip? >>> >>>thanks in advance >>> >>> >>> >>>------------------------------------------------------------------------ >>> >>>_______________________________________________ >>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>>Community help: http://wiki.bestpractical.com >>>Commercial support: sales at bestpractical.com >>> >>> >>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>Buy a copy at http://rtbook.bestpractical.com >>> >>> >>>We're hiring! Come hack Perl for Best Practical: >>> >>> >>http://bestpractical.com/about/jobs.html >> >> >> >> >> > > > From mike at tekniq.org Thu Apr 6 10:31:46 2006 From: mike at tekniq.org (Michael Shanks) Date: Thu, 6 Apr 2006 15:31:46 +0100 Subject: [rt-users] Colour scheme Message-ID: <20060406143155.DDCB54D84BE@diesel.bestpractical.com> Hello, I need to rebrand RT to bring it in line with the rest of our networks design, I am having trouble finding out how I can accomplish this Can anyone help point me in the correct direction? Mike -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.385 / Virus Database: 268.3.5/302 - Release Date: 05/04/2006 -------------- next part -------------- An HTML attachment was scrubbed... URL: From klusk at brit.com Thu Apr 6 10:47:40 2006 From: klusk at brit.com (Kristopher Lusk) Date: Thu, 6 Apr 2006 09:47:40 -0500 Subject: [rt-users] RE: How can I get Cc:-ed people to receive email onTicket Creation? In-Reply-To: <2B7B7880538AA440B5FBCE7A56E8CB4509CB73@TF-FS2.internal.techfluent.com> Message-ID: <20060406144539.331CDA3AEC@mail.brit.com> Oh, I'm sorry. Well, if you've got Admin rights on your RT System (specifically, the web interface), then when you sign in you should have more options on the left of your Home Page than would a normal user (e.g. "Configuration", "Approval"). Select Configuration, select Global, select Scrips... You will see a list of the current Global scrips you/your company uses there. RT can have both Global Scrips and Scrips for each queue. What I had to do to solve my problem was to create a new Global scrip to do what I needed. Under Global, I chose "New Scrip" (to the left) and filled out the webform provided to create the new Scrip. I just needed one that said "On Create Notify Requestors and Ccs with Template Autoreply". If you only wanted to do this for a particular queue, I suppose you could navigate to the Scrips for that queue and add a new one there. But this is what solved my problem. Hope this helps! -----Original Message----- From: Duncan Shannon [mailto:dshannon at techfluent.com] Sent: Wednesday, April 05, 2006 8:14 PM To: Kristopher Lusk; rt-users at lists.bestpractical.com Subject: RE: [rt-users] RE: How can I get Cc:-ed people to receive email onTicket Creation? >Nevermind, I figured it out.? It was simple, I just needed Admin rights to >the actual RT ticket webpage so I could go in and configure a new Scrip that >did what I wanted to do. Can you expand on what you did for the benefit of the list/archives and maybe even a page in the wiki? Thanks dunacn From jfenner at vitamix.com Thu Apr 6 10:57:53 2006 From: jfenner at vitamix.com (Jason Fenner) Date: Thu, 06 Apr 2006 10:57:53 -0400 Subject: [rt-users] Colour scheme In-Reply-To: <20060406143155.DDCB54D84BE@diesel.bestpractical.com> References: <20060406143155.DDCB54D84BE@diesel.bestpractical.com> Message-ID: <44352C71.30705@vitamix.com> There is plenty of information on the wiki about this. I suggest you do some searching on there. Most of the customizing is done through CSS since RT makes use of that. Michael Shanks wrote: >Hello, I need to rebrand RT to bring it in line with the rest of our >networks design, I am having trouble finding out how I can accomplish this > > > >Can anyone help point me in the correct direction? > > > >Mike > > > > >------------------------------------------------------------------------ > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com > > >We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > From atonns at corsis.com Thu Apr 6 10:54:26 2006 From: atonns at corsis.com (Anthony Tonns) Date: Thu, 6 Apr 2006 10:54:26 -0400 Subject: [rt-users] rt exchange? Message-ID: <2627F8DAA3B0C8438E8FC1BAAFBC068104FD0F@CORSIS-EXCH.corsisny.com> RT Community: I used RT v1 for a long, long, LONG time. Recently, I upgraded - I've got RT 3.4.5 up and working great. I even have RTx::Statistics running as well. I'm looking for more customizations, scripts, etc. etc. that help manage custom fields, custom reports, etc. Is there are site dedicated to exchanging customization to RT? I'm thinking of something similar to http://www.nagiosexchange.org/ for Nagios. I see there's all sorts of stuff in the wiki - but nothing all-encompassing. Thanks, Tony -- "Replicants are like any other machine, they're either a benefit or a hazard. If they're a benefit, it's not my problem." -- Deckard ------------------------------------------------------------------- Anthony Tonns, UNIX Administrator - atonns at corsis.com From dmbeethe at fedex.com Thu Apr 6 12:35:43 2006 From: dmbeethe at fedex.com (Don Beethe) Date: Thu, 6 Apr 2006 11:35:43 -0500 Subject: [rt-users] Timed notifications Message-ID: Found an entry on how to do this, but it mentions using the advanced option on Query Builder. I must be missing something as I don't see any advanced button. Was this on a previous version? I'm running rt 3.4.5 on RedHat Linux AS3.5... Thanks From todd at chaka.net Thu Apr 6 12:53:39 2006 From: todd at chaka.net (Todd Chapman) Date: Thu, 6 Apr 2006 12:53:39 -0400 Subject: [rt-users] Weird, fleeting RT bug. Message-ID: <20060406165339.GL30820@chaka.net> Has anyone seen this? I replied to a ticket using the web UI, quoting a correspondence, and at the same time changed the status field from new to resolved. The stock "Notify Requestor on Resolve" scrip ran, using the stock Global Resolve template which includes the "most recent information about your request." Well the most recent information that was sent was from another ticket! I changed the status back to new and repeated the steps. This time the template had no content, as expected. This looks like a hard bug to catch. Wondering if anyone has ever seen it. -Todd From Joerg.Ungermann at web.de Thu Apr 6 13:39:57 2006 From: Joerg.Ungermann at web.de (=?iso-8859-15?Q?J=F6rg_Ungermann?=) Date: Thu, 06 Apr 2006 19:39:57 +0200 Subject: [rt-users] Agents Enter New Users Message-ID: <495996407@web.de> We do have the following to solve: Our customer base is in th eusers table. We integrated a search function to query the users table and take customer name into new tickets. Now we need a solution for new contacs: If person is not found there must be a mask which enables to enter a new user and make him member of a "new contacts" group. Then the new user should be taken over into the ticket. This is for call agents who shell not mess with the admin functions for users. Anybody have had similar things solved? Kind regards JU From cervin at intelenet.net Thu Apr 6 13:54:24 2006 From: cervin at intelenet.net (Chance Ervin) Date: Thu, 6 Apr 2006 10:54:24 -0700 Subject: [rt-users] Sorting tickets by ID Message-ID: <9C104AD2CBB9CD419C8B1C11A294BB1A6D8909@webmail.intelenet.net> We are looking to set our rt homepage to show tickets by id --> desc. We think we found the right file at : /opt/rt3/local/html/Elements/MyTickets This shows the following content: <& /Elements/TicketList, Format => "'__id__/TITLE:#', '__Subject__/TITL E:Subject', Priority, QueueName, ExtendedStatus", Query => $Query, OrderBy => 'Status', Order => 'DESC', # Order => 'ASC', Rows => $rows, ShowNavigation => 0 &> We changed OrderBy => 'Status', to OrderBy => 'id', but didn't see the sort results we thought we would. Do we need to use a different keyword than 'id'? Thank you. Chance Ervin Intelenet Communications Inc. OCP, SCSA, MCP Systems Engineer -------------------------------------------------------------------- From telemole at gmail.com Thu Apr 6 13:55:17 2006 From: telemole at gmail.com (TeleMole) Date: Thu, 6 Apr 2006 13:55:17 -0400 Subject: [rt-users] stripping email address from user name Message-ID: Hi list! We have people submit tickets via email - which of course created a user account for them. We also use LDAP lookup - and we'd like to strip off the @domain.ca upon creation - this would allow them to log into the web side of RT immediately. Anyone know how we can do this? From klusk at brit.com Thu Apr 6 13:59:17 2006 From: klusk at brit.com (Kristopher Lusk) Date: Thu, 6 Apr 2006 12:59:17 -0500 Subject: [rt-users] Changing Owners Message-ID: <20060406175714.93CE4A3AEC@mail.brit.com> I thought that changing the owner of a ticket would be as simple as going to People, selecting a different person in the Owner drop down, and Saving my change. Apparently that is not the case. Can someone tell me how to change the owner of a ticket? Thank You -------------- next part -------------- An HTML attachment was scrubbed... URL: From mike at tekniq.org Thu Apr 6 14:46:48 2006 From: mike at tekniq.org (Michael Shanks) Date: Thu, 6 Apr 2006 19:46:48 +0100 Subject: [rt-users] Force details input Message-ID: <20060406184658.1B7864D80A7@diesel.bestpractical.com> Is it possible to force a user to input their details ? IE address and custom fields the first time they log into RT? -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.385 / Virus Database: 268.3.5/302 - Release Date: 05/04/2006 -------------- next part -------------- An HTML attachment was scrubbed... URL: From javoskam at uwaterloo.ca Thu Apr 6 14:57:53 2006 From: javoskam at uwaterloo.ca (Jeff Voskamp) Date: Thu, 06 Apr 2006 14:57:53 -0400 Subject: [rt-users] RT performance or feature request In-Reply-To: <44329D35.7060504@ist> References: <5613F89D78D2F545A40423EBA5535C300E75CF0B@LAXEVS01.lax.corp.int.untd.com> <4431E9C4.5010203@clusterfs.com> <20060404155920.GC4283@bestpractical.com> <44329D35.7060504@ist> Message-ID: <443564B1.4050200@uwaterloo.ca> Jeff Voskamp wrote: > Jesse Vincent wrote: >>> This tree was migrated from Bugzilla. Typically, we have hundreds >>> of tickets under a tree. >>> >>> Because of the simplicity of Bugzilla, it can handle such an extreme >>> without difficulty. >>> >> >> I think we're autolimiting to a depth of "8 levels". I'd be thrilled to >> take a patch for 3.6 to make that configurable, so you could set it to >> one. (I also bet that we could recast it to be a ticket search, not a >> relationship search with ticket lookups for each item.) >> >> Jesse This is for 3.5-TESTING. You may have to do it -R since I'm forever getting that backwards. Feel free to tweak to apply locally, but at least you get the idea. Jeff -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: MaxChild URL: From sturner at MIT.EDU Thu Apr 6 15:28:40 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 06 Apr 2006 15:28:40 -0400 Subject: [rt-users] Canned responses In-Reply-To: <6.2.3.4.2.20060330162733.03334938@po14.mit.edu> References: <8d4ad9b90603301318oe583a63s1ca04e6115de9a12@mail.gmail.com> <6.2.3.4.2.20060330162733.03334938@po14.mit.edu> Message-ID: <6.2.3.4.2.20060406152654.0336bda8@po14.mit.edu> At Thursday 3/30/2006 05:30 PM, Stephen Turner wrote: >At Thursday 3/30/2006 04:18 PM, John Paul Hayes wrote: >>Hi rt-users, >> >>An interesting idea just occured to me: >> >>An integral part of my companies support function orbits around RT. >>Since we get a large amount of queries from clients, it stands to >>reason that you will get multiple >>questions of the same type. >> >>Therefore, would it be difficult to modify RT to include a canned >>response facility where by in reply to >>a support query you could select the appropiate response from a >>drop down menu (by subject) and e-mail this in reply to the query. >> >>Has anybody out there implemented such a facility or even tried to? RTFM does provide this functionality & more. I posted some code that uses a simpler, less full-featured solution at: http://wiki.bestpractical.com/index.cgi?CannedReplies Steve From jesse at bestpractical.com Thu Apr 6 15:34:42 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 6 Apr 2006 15:34:42 -0400 Subject: [rt-users] Timed notifications In-Reply-To: References: Message-ID: <20060406193441.GA4283@bestpractical.com> On Thu, Apr 06, 2006 at 11:35:43AM -0500, Don Beethe wrote: > Found an entry on how to do this, but it mentions using the advanced > option on Query Builder. I must be missing something as I don't see any > advanced button. Was this on a previous version? I'm running rt 3.4.5 on > RedHat Linux AS3.5... It's a menu option, not really a button. Jesse From JoopvandeWege at mococo.nl Thu Apr 6 16:29:59 2006 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Thu, 06 Apr 2006 22:29:59 +0200 Subject: [rt-users] VMWare appliance In-Reply-To: <20060406134937.640864D84C5@diesel.bestpractical.com> References: <20060406134937.640864D84C5@diesel.bestpractical.com> Message-ID: <20060406203801.2AD6.JOOPVANDEWEGE@mococo.nl> On Thu, 6 Apr 2006 09:49:37 -0400 (EDT) Jason wrote: > > Funny you should mention this. I was just starting planning to build a > RT VMWare appliance to submit to VMWare's site. > > Has this appliance already been built? > > Jason Fenner > > Matthew Watson wrote: > > >Heya. > > > > > > > > Jesse, did you end up getting this hosting anywhere? Would be very > >interesting to look at this. > > I have one ready. See a previous post of mine in this thread for details. I said I would put it up last weekend but didn't have the time. Will see if it is going to work this weekend. I might post it to alt.binaries.comp so people can get it from there, its about 320Mb big, 7z archive. Joop -- Joop van de Wege From putzoa at gmx.de Thu Apr 6 16:42:32 2006 From: putzoa at gmx.de (Andreas Putzo) Date: Thu, 6 Apr 2006 22:42:32 +0200 Subject: [rt-users] Script to build timeworked report based on CustomField In-Reply-To: <44340E78.2010001@vitamix.com> References: <44340E78.2010001@vitamix.com> Message-ID: <200604062242.32758.putzoa@gmx.de> On Wednesday 05 April 2006 20:37, Jason Fenner wrote: > Hi everyone. > > I am pretty new at writing scripts to use with RT. Recently I wrote a > script that I use to build a report on how much time we have spent > working for the different departments in the company I work for. The > departments are set through a RT::Ticket Custom Field. > > This is my first RT script so, I'm sure that it needs a lot of > improvements. Feel free to post your thoughts and ideas. I hope that > other in the RT community will also find it useful. > > My fire proof suit is on and I look forward to hearing your input. > > Jason Fenner If you don't want to access the sql database directly, you may also use some of the modules which come with RT. This could also be useful in case, the DB structure is changed in the future. You can find some example code in $rtroot/bin/. The modules are also well documented. eg: cd $rtroot/lib/RT perldoc Tickets_Overlay hth, andreas From jfenner at vitamix.com Thu Apr 6 16:44:33 2006 From: jfenner at vitamix.com (Jason Fenner) Date: Thu, 06 Apr 2006 16:44:33 -0400 Subject: [rt-users] Script to build timeworked report based on CustomField In-Reply-To: <200604062242.32758.putzoa@gmx.de> References: <44340E78.2010001@vitamix.com> <200604062242.32758.putzoa@gmx.de> Message-ID: <44357DB1.6040706@vitamix.com> Very good idea to incorporate in a future version. Excellent point in regards to keeping version portability. Thank You for your input. Andreas Putzo wrote: >On Wednesday 05 April 2006 20:37, Jason Fenner wrote: > > >>Hi everyone. >> >>I am pretty new at writing scripts to use with RT. Recently I wrote a >>script that I use to build a report on how much time we have spent >>working for the different departments in the company I work for. The >>departments are set through a RT::Ticket Custom Field. >> >>This is my first RT script so, I'm sure that it needs a lot of >>improvements. Feel free to post your thoughts and ideas. I hope that >>other in the RT community will also find it useful. >> >>My fire proof suit is on and I look forward to hearing your input. >> >>Jason Fenner >> >> > >If you don't want to access the sql database directly, you may also use >some of the modules which come with RT. This could also be useful in case, >the DB structure is changed in the future. >You can find some example code in $rtroot/bin/. >The modules are also well documented. >eg: >cd $rtroot/lib/RT >perldoc Tickets_Overlay > >hth, >andreas > > > From petipp at hotmail.com Thu Apr 6 17:32:53 2006 From: petipp at hotmail.com (peti peti) Date: Thu, 06 Apr 2006 21:32:53 +0000 Subject: [rt-users] How to determine the value of a transaction custom field in Scrip Message-ID: How do I install this patch? I am new at RT. My installation is: RT 3.4.4 Apache 1.3.34 Perl 5.8.7 I need to transfer tickets between queues when a "Transaction Custom Field" takes a determined value, and I will create a scrip to do so. I was searching the mailing list and find this patch. And it sounds me interesting. Thanks in advance. Gabriela -----Mensaje original----- De: lwang [mailto:lwang at clusterfs.com] Enviado el: jueves, 30 de marzo de 2006 4:24 Para: Jesse Vincent CC: rt-ursers Asunto: Re: [rt-users] How to determine the value of a transaction custom field in ScripCondition Jesse, Thank you very much! It works! Jesse Vincent wrote: > > >On Thu, Mar 30, 2006 at 11:40:38AM +0800, lwang wrote: > >>Jesse, >>Did you post your patch in rt-user list or rt-devel list? > > >I think it was rt-devel. But I found and attached the patch. Thanks to >svk ;) > > > >>Thanks. >> >>Jesse Vincent wrote: >> >>>Sometime around 6 months ago, I sent out mail with a patch to enable >>>this feature. It was way too hacky to be reasonable to include in the >>>core, but might be reasonable to use in your situation. >>> >>> >>>On Wed, Mar 29, 2006 at 11:43:20AM +0800, lwang wrote: >>> >>> >>>>Hi there, >>>> >>>>I would like to check the value of a transaction custom field in a scrip >>>>condition to trigger an action. >>>> >>>>It seems, however, that I can't achieve this purpose. I found that the >>>>custom field for a transaction is not set when IsApplicable() is called. >>>> >>>>The transaction custom field is set in Interface/Web.pm separately after >>>>the transaction is created. >>>> >>>>Any alternatives are available? >>>> >>>>Any suggestion is appreciated. >>>> >>>>- Wang >>>>_______________________________________________ >>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>>Community help: http://wiki.bestpractical.com >>>>Commercial support: sales at bestpractical.com >>>> >>>> >>>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy >>>>a copy at http://rtbook.bestpractical.com >>>> >>>> >>>>We're hiring! Come hack Perl for Best Practical: >>>>http://bestpractical.com/about/jobs.html >>>> >>> >>> > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From petipp at hotmail.com Thu Apr 6 18:26:21 2006 From: petipp at hotmail.com (peti peti) Date: Thu, 06 Apr 2006 22:26:21 +0000 Subject: [rt-users] problem with Transaction Custom Field Message-ID: Hi, I have defined a "Transaction CF". I go to #TicketId =>Jumbo menu option, and set the Value for the "Transaction CF". And it fails with this error when I click the Save button (I use this menu option because I need to move the ticket to another queue.) Does somebody know how to deal with it? Thanks in advanced, Gabriela Here I paste the error: System error error: Can't locate object method "Id" via package "No object mapping for field" (perhaps you forgot to load "No object mapping for field"?) at /soft/app/rt/product/rt-3.4.4/lib/RT/Record.pm line 1523, line 22. context: ... 1519: my $method = "${class}Obj"; 1520: $object = $object->$method; 1521: } 1522: 1523: return $object->Id; 1524: } 1525: 1526: 1527: =head2 CustomFieldLookupType ... code stack: /soft/app/rt/product/rt-3.4.4/lib/RT/Record.pm:1523 /soft/app/rt/product/rt-3.4.4/lib/RT/Record.pm:1504 /soft/app/rt/product/rt-3.4.4/lib/RT/Record.pm:1583 /soft/app/rt/product/rt-3.4.4/lib/RT/Record.pm:1565 /soft/app/rt/product/rt-3.4.4/lib/RT/Interface/Web.pm:1239 /soft/app/rt/product/rt-3.4.4/share/html/Ticket/ModifyAll.html:152 /soft/app/rt/product/rt-3.4.4/share/html/autohandler:215 From anthony at bondimaging.com Thu Apr 6 21:29:47 2006 From: anthony at bondimaging.com (Anthony Goddard) Date: Fri, 7 Apr 2006 11:29:47 +1000 Subject: [rt-users] Form - Ticket Message-ID: Hi Guys, I'm looking for a simple way to create a form (with drop down menus) on a publiclly accesable website that submits it's contents to RT. The only catch is that I was the drop down menu values in the form to be entered into custom fields in the ticket, rather than just the body of the ticket. I hope that makes sense... is there a good place for me to research this? Cheers, Anthony P.S. I am now using Joomla's newsfeeds and RT's RSS syndication to display new tickets to my users over an intraNet, it's working really well at the moment! Love the RSS feature in RT!!! Cheers, Ant. -------------- next part -------------- An HTML attachment was scrubbed... URL: From vivek at khera.org Thu Apr 6 21:38:05 2006 From: vivek at khera.org (Vivek Khera) Date: Thu, 6 Apr 2006 21:38:05 -0400 Subject: [rt-users] top 10 view pruned to < 10 by permissions Message-ID: <3AE35B09-4F92-423E-AAC5-7318D3569321@khera.org> I just set up some groups to split off queues from people who don't need to see them. However, now the top 10 tickets view shows < 10 tickets to some people because they don't have permissions to see them. This looks really funny when they only see 3 tickets when there are enough for them to see 10 from queues to which they do have permission. Is there some way to make that top 10 view really be the 10 that the user is allowed to see rather than the subset of the top 10 overall? I just set up some groups to split off queues from people who don't need to see them. However, now the top 10 tickets view shows < 10 tickets to some people because they don't have permissions to see them. This looks really funny when they only see 3 tickets when there are enough for them to see 10 from queues to which they do have permission. Is there some way to make that top 10 view really be the 10 that the user is allowed to see rather than the subset of the top 10 overall? From mustafa.badawi at gmail.com Fri Apr 7 03:36:53 2006 From: mustafa.badawi at gmail.com (Mustafa Badawi) Date: Fri, 7 Apr 2006 10:36:53 +0300 Subject: [rt-users] Global Scrips Message-ID: <6792fb9a0604070036r4324be47id29229e322a5a09f@mail.gmail.com> Hi Is there a way to disable global scrips from being propagated to all queues. I want to define custom scrips per queue without having to delelte the global scrips. thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From dshannon at techfluent.com Fri Apr 7 07:27:47 2006 From: dshannon at techfluent.com (Duncan Shannon) Date: Fri, 7 Apr 2006 06:27:47 -0500 Subject: [rt-users] Changing Owners References: <20060406175714.93CE4A3AEC@mail.brit.com> Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB451B5A9A@TF-FS2.internal.techfluent.com> that will do it* * make sure permissions will let you do it. * you can steal tickets and you can pass on tickets typically. Eg, if Joe has a ticket and you want Tim to have it. You may need to steal from Joe (so you now own it) and then assign it to Tim. duncan ________________________________ From: rt-users-bounces at lists.bestpractical.com on behalf of Kristopher Lusk Sent: Thu 4/6/2006 12:59 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Changing Owners I thought that changing the owner of a ticket would be as simple as going to People, selecting a different person in the Owner drop down, and Saving my change. Apparently that is not the case. Can someone tell me how to change the owner of a ticket? Thank You -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Fri Apr 7 09:19:08 2006 From: todd at chaka.net (Todd Chapman) Date: Fri, 7 Apr 2006 09:19:08 -0400 Subject: [rt-users] Global Scrips In-Reply-To: <6792fb9a0604070036r4324be47id29229e322a5a09f@mail.gmail.com> References: <6792fb9a0604070036r4324be47id29229e322a5a09f@mail.gmail.com> Message-ID: <20060407131908.GN30820@chaka.net> On Fri, Apr 07, 2006 at 10:36:53AM +0300, Mustafa Badawi wrote: > Hi > Is there a way to disable global scrips from being propagated to all queues. > I want to define custom scrips per queue without having to delelte the > global scrips. > > thanks Change their Stage to Disabled. From mmethe at ci.keene.nh.us Fri Apr 7 09:09:50 2006 From: mmethe at ci.keene.nh.us (Michael Methe) Date: Fri, 7 Apr 2006 09:09:50 -0400 Subject: [rt-users] Email Problem RT3 Message-ID: When I create a new ticket in RT, an email is sent the address specified in the ticket. The problem is the FROM address in the email is not the rt address. It is apache at upsilon. Here's some background rt is on hostname rhel upsilon is an ms exchange 2000 server (our primary internal mail server) Why would the email show up as form apache at upsilon.domain.name (domain.name is our internal DNS domain name) My /etc/hosts file contians this: 127.0.0.1 rhel rhel.servers.ci.keene.nh.us localhost.localdomain localhost my /etc/aliases file contains this: # RT Aliases rt: "|/etc/smrsh/rt-mailgate --queue unassigned --action correspond --url http://rhel/" rt-comment: "|/etc/smrsh/rt-mailgate --queue unassigned --action comment --url http://rhel/" What I have done wrong? Any ideas? Thanks -Mike M -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Fri Apr 7 09:22:34 2006 From: todd at chaka.net (Todd Chapman) Date: Fri, 7 Apr 2006 09:22:34 -0400 Subject: [rt-users] Form - Ticket In-Reply-To: References: Message-ID: <20060407132234.GO30820@chaka.net> On Fri, Apr 07, 2006 at 11:29:47AM +1000, Anthony Goddard wrote: > Hi Guys, I'm looking for a simple way to create a form (with drop down > menus) on a publiclly accesable website that submits it's contents to > RT. > The only catch is that I was the drop down menu values in the form to be > entered into custom fields in the ticket, rather than just the body of > the ticket. > I hope that makes sense... is there a good place for me to research > this? > > Cheers, > Anthony > Use http://www.bestpractical.com/pub/rt/contrib/3.0/ScripActions/ExtractCustomFieldValues.tgz and have the web page send e-mail to RT. From mmethe at ci.keene.nh.us Fri Apr 7 09:34:40 2006 From: mmethe at ci.keene.nh.us (Michael Methe) Date: Fri, 7 Apr 2006 09:34:40 -0400 Subject: [rt-users] Reply from user not working Message-ID: Here is what I see in my messages log: Apr 7 09:26:10 rhel RT: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:247) Obviously there is an email address not config'd prperly but I cant find it... Thanks -Mike M -------------- next part -------------- An HTML attachment was scrubbed... URL: From klusk at brit.com Fri Apr 7 09:49:51 2006 From: klusk at brit.com (Kristopher Lusk) Date: Fri, 7 Apr 2006 08:49:51 -0500 Subject: [rt-users] Changing Owners In-Reply-To: <2B7B7880538AA440B5FBCE7A56E8CB451B5A9A@TF-FS2.internal.techfluent.com> Message-ID: <20060407134752.8A6BDA3AE4@mail.brit.com> Thanks, that did it! _____ From: Duncan Shannon [mailto:dshannon at techfluent.com] Sent: Friday, April 07, 2006 6:28 AM To: Kristopher Lusk; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Changing Owners that will do it* * make sure permissions will let you do it. * you can steal tickets and you can pass on tickets typically. Eg, if Joe has a ticket and you want Tim to have it. You may need to steal from Joe (so you now own it) and then assign it to Tim. duncan _____ From: rt-users-bounces at lists.bestpractical.com on behalf of Kristopher Lusk Sent: Thu 4/6/2006 12:59 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Changing Owners I thought that changing the owner of a ticket would be as simple as going to People, selecting a different person in the Owner drop down, and Saving my change. Apparently that is not the case. Can someone tell me how to change the owner of a ticket? Thank You -------------- next part -------------- An HTML attachment was scrubbed... URL: From rjansen at vub.ac.be Fri Apr 7 10:32:09 2006 From: rjansen at vub.ac.be (rjansen at vub.ac.be) Date: Fri, 7 Apr 2006 16:32:09 +0200 (CEST) Subject: [rt-users] Apache/PHP 5.1.2/mod_perl Solaris 10 Problem: followup In-Reply-To: <62005.212.68.229.154.1144282670.squirrel@triage.vub.ac.be> References: <62005.212.68.229.154.1144282670.squirrel@triage.vub.ac.be> Message-ID: <62164.134.184.64.106.1144420329.squirrel@triage.vub.ac.be> Remember this ? > > > Seems that the "Out of Memory!" error is still there !! > > Arrghh,... I'm at a loss here,... > > > The Solaris installed perl isn't an option because we need a more recent > one than Sun's 5.8.4 (see above ,.. 5.8.8 default fails to) > > Any hints ? A working recipe ? > For all the folks thinking of using Perl on Solaris 10,... DON'T !!!!!!!!!!! Perl is broken on Solaris 10 !!!! Well, after digging a bit deeper on the web, I found this: http://guest:guest at rt.perl.org/rt3/index.html?q=37376 !!!!!!!! It's a PERL BUG !! which should be fixed in perl 5.9.3. A perl 5.9.3 default settings compile (only 64 bit int support expl. chosen) with gcc 3.3.2 will show the following options set: Compile-time options: PERL_DONT_CREATE_GVSV PERL_MALLOC_WRAP PERL_USE_SAFE_PUTENV USE_64_BIT_INT USE_LARGE_FILES USE_PERLIO So I installed 5.9.3,... but,... and surely some other another problems popped up. (2 RT problems mentioned below. but several required perl modules for rt show strange test results under perl 5.9.3) 1) Tree::Simple has the "use 5.6.0" on line 4, which breaks RT under perl 5.9.3 (disabling the line in the .pm works around the bug) 2) from time to time,.... (not always !!) the "RT at a glance" page breaks with the following: HTTP/1.1 200 OK Date: Fri, 07 Apr 2006 14:02:31 GMT Server: Apache/1.3.34 (Unix) PHP/5.1.2 mod_perl/1.29 Pragma: no-cache Cache-control: no-cache Keep-Alive: timeout=15, max=97 Connection: Keep-Alive, Keep-Alive Transfer-Encoding: chunked, chunked Content-Type: text/html; charset=UTF-8 System error error: Error during compilation of /usr/local/packages/rt3/share/html/Elements/CollectionAsTable/ParseFormat: Variable "$s" is not available at (re_eval 363) line 1. Variable "$x" is not available at (re_eval 363) line 1. context: 1: %# BEGIN BPS TAGGED BLOCK {{{ 2: %# 3: %# COPYRIGHT: 4: %# 5: %# This software is Copyright (c) 1996-2005 Best Practical Solutions, LLC ... code stack: /usr/local/lib/perl5/site_perl/5.9.3/HTML/Mason/Interp.pm:454 /usr/local/lib/perl5/site_perl/5.9.3/HTML/Mason/Request.pm:1088 /usr/local/lib/perl5/site_perl/5.9.3/HTML/Mason/Request.pm:1002 /usr/local/lib/perl5/site_perl/5.9.3/HTML/Mason/Request.pm:1197 /usr/local/packages/rt3/share/html/Elements/TicketList:120 /usr/local/packages/rt3/share/html/Elements/MyTickets:49 /usr/local/packages/rt3/share/html/Elements/TitleBox:48 /usr/local/packages/rt3/share/html/Elements/MyTickets:58 /usr/local/packages/rt3/share/html/index.html:80 /usr/local/packages/rt3/share/html/autohandler:215 raw error Th rt.log shows similar messages: (this is an example) [Fri Apr 7 14:18:42 2006] [warning]: Use of uninitialized value in string eq at /usr/local/packages/rt3/lib/RT/User_Overlay.pm line 1100. (/usr/local/packages/rt3/lib/RT.pm:287) By clicking on "Home" to reload the page displays the page correctly 9 out of 10 ) It seemes that somehow perl is "loosing" variables (be it through expiry and or pointer misalignment,... or else,... I don't know,...) For all the folks thinking of using Perl on Solaris 10,... DON'T !!!!!!!!!!! Perl is broken on Solaris 10 !!!! Jesse , we need your help here,... Any ideas ? -------------------------- Brussels University Pleinlaan 2 Computer Center VUB/ULB (VUBnet) Ing. Robert Jansen B-1050 Brussels Belgium (Europe) email: rjansen at vub.ac.be Tel: +32-2-650.36.94 Secr: +32-2-650.37.38 Fax: +32-2-650.37.40 -------------------------- From timothy-flynn at uiowa.edu Fri Apr 7 10:37:59 2006 From: timothy-flynn at uiowa.edu (Flynn, Timothy J) Date: Fri, 7 Apr 2006 09:37:59 -0500 Subject: [rt-users] Custom condition help Message-ID: I have a custom condition setup in the web interface under global-scrips with the following in the custom condition box: $self->TicketObj->status eq 'open' Based on the example in RT Essentials pg 78 this should fire whenever the ticket status changes to open. Then for action I have the drop down notify requestors set and a notify owner template set. In the condition dropdown I have user defined selected. I'm not the requestor either so NotifyActor doesn't play in here. Any ideas why an email isn't being sent to the requestor? I'm looking at the ticket history to verify that it's no working. Thanks, -Tim From timothy-flynn at uiowa.edu Fri Apr 7 10:42:43 2006 From: timothy-flynn at uiowa.edu (Flynn, Timothy J) Date: Fri, 7 Apr 2006 09:42:43 -0500 Subject: [rt-users] Custom condition help Message-ID: Just thought to look in the logs and this is what is recorded: IsApplicable failed: RT::Ticket::status Unimplemented in RT::Condition::UserDefined. Does this mean the book example is bogus? -----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: Friday, April 07, 2006 9:38 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Custom condition help I have a custom condition setup in the web interface under global-scrips with the following in the custom condition box: $self->TicketObj->status eq 'open' Based on the example in RT Essentials pg 78 this should fire whenever the ticket status changes to open. Then for action I have the drop down notify requestors set and a notify owner template set. In the condition dropdown I have user defined selected. I'm not the requestor either so NotifyActor doesn't play in here. Any ideas why an email isn't being sent to the requestor? I'm looking at the ticket history to verify that it's no working. Thanks, -Tim _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From jesse at bestpractical.com Fri Apr 7 10:43:51 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 7 Apr 2006 10:43:51 -0400 Subject: [rt-users] Custom condition help In-Reply-To: References: Message-ID: <20060407144351.GI4283@bestpractical.com> On Fri, Apr 07, 2006 at 09:42:43AM -0500, Flynn, Timothy J wrote: > Just thought to look in the logs and this is what is recorded: > > IsApplicable failed: RT::Ticket::status Unimplemented in > RT::Condition::UserDefined. > > > Does this mean the book example is bogus? It means you've typed "status" when you meant to type "Status" From timothy-flynn at uiowa.edu Fri Apr 7 10:46:42 2006 From: timothy-flynn at uiowa.edu (Flynn, Timothy J) Date: Fri, 7 Apr 2006 09:46:42 -0500 Subject: [rt-users] Custom condition help Message-ID: Thanks Jesse, It is lowercase in the book. I'll try that... It works! -Tim -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Friday, April 07, 2006 9:44 AM To: Flynn, Timothy J Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Custom condition help On Fri, Apr 07, 2006 at 09:42:43AM -0500, Flynn, Timothy J wrote: > Just thought to look in the logs and this is what is recorded: > > IsApplicable failed: RT::Ticket::status Unimplemented in > RT::Condition::UserDefined. > > > Does this mean the book example is bogus? It means you've typed "status" when you meant to type "Status" From ESchultz at corp.untd.com Fri Apr 7 11:58:28 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Fri, 7 Apr 2006 08:58:28 -0700 Subject: [rt-users] top 10 view pruned to < 10 by permissions Message-ID: <5613F89D78D2F545A40423EBA5535C300E931C1F@LAXEVS01.lax.corp.int.untd.com> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Vivek Khera > Sent: Thursday, April 06, 2006 6:38 PM > To: RT-Users list > Subject: [rt-users] top 10 view pruned to < 10 by permissions > > I just set up some groups to split off queues from people who don't > need to see them. However, now the top 10 tickets view shows < 10 > tickets to some people because they don't have permissions to see > them. This looks really funny when they only see 3 tickets when > there are enough for them to see 10 from queues to which they > do have > permission. > > Is there some way to make that top 10 view really be the 10 that the > user is allowed to see rather than the subset of the top 10 overall? Which section are you talking about? If this is the "10 newest unowned tickets", what I did was made sure that I only showed tickets in queues that that could person could own tickets in. Here's the code I have in my <%init> section: <%init> my $rows = $RT::MyRequestsLength; # This next section of code will limit unowned tickets to only be # those that are in a queue that a user can own tickets in. my $q = new RT::Queues($session{'CurrentUser'}); $q->UnLimit; my @queues; while (my $queue = $q->Next) { if ($queue->CurrentUserHasRight( 'OwnTicket' )) { push( @queues, "Queue = \'" . $queue->Name . "\'" ); } } my $Query = ""; if (@queues) { $Query = "Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open') AND ( " . join( " OR ", @queues ) . " )"; } my $QueryString = '?' . $m->comp('/Elements/QueryString', Query => $Query, Order => 'DESC', OrderBy => 'Priority') if ($Query); Hope that solves your problem! Eric Schultz United Online From johnp at fmgsupport.com Fri Apr 7 12:03:16 2006 From: johnp at fmgsupport.com (John Parker) Date: Fri, 7 Apr 2006 17:03:16 +0100 Subject: [rt-users] Colour scheme Message-ID: On the same subject, Can you edit the visual elements of RT in Dreamweaver or Nvu?. I only get the "You're almost there.." index.html page. Regards John -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jason Fenner Sent: 06 April 2006 15:58 To: Michael Shanks Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Colour scheme There is plenty of information on the wiki about this. I suggest you do some searching on there. Most of the customizing is done through CSS since RT makes use of that. Michael Shanks wrote: >Hello, I need to rebrand RT to bring it in line with the rest of our >networks design, I am having trouble finding out how I can accomplish this > > > >Can anyone help point me in the correct direction? > > > >Mike > > > > >----------------------------------------------------------------------- - > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com > > >We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html ********************************************************************************************** We have taken all reasonable precautions to ensure that no viruses are transmitted from FMG Support to any third party. FMG Support accept no responsibility for any damage or loss resulting directly or indirectly from the use of this e-mail or its contents. This e-mail and any files transmitted with it are confidential and solely for the use of the addressee. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on this e-mail, is prohibited and may be unlawful. Opinions expressed in this e-mail are those of the individual and not those of the Company unless specifically indicated to that effect. If you have received this e-mail in error please inform us and delete it from your mailbox and/or any other storage mechanism. FMG Support Ltd T:0870 830 3830 mailto:support at fmgsupport.com. ********************************************************************************************** From putzoa at gmx.de Fri Apr 7 12:55:43 2006 From: putzoa at gmx.de (Andreas Putzo) Date: Fri, 7 Apr 2006 18:55:43 +0200 Subject: [rt-users] Global Scrips In-Reply-To: <20060407131908.GN30820@chaka.net> References: <6792fb9a0604070036r4324be47id29229e322a5a09f@mail.gmail.com> <20060407131908.GN30820@chaka.net> Message-ID: <200604071855.43309.putzoa@gmx.de> On Friday 07 April 2006 15:19, Todd Chapman wrote: > On Fri, Apr 07, 2006 at 10:36:53AM +0300, Mustafa Badawi wrote: > > Hi > > Is there a way to disable global scrips from being propagated to all > > queues. I want to define custom scrips per queue without having to > > delelte the global scrips. > > > > thanks > > Change their Stage to Disabled. But then the global scrip is disabled for _all queues, isn't it? If i remember correctly, there is an extension somewhere in the wiki to disable global scrips on a per queue base. regards, Andreas From putzoa at gmx.de Fri Apr 7 13:02:29 2006 From: putzoa at gmx.de (Andreas Putzo) Date: Fri, 7 Apr 2006 19:02:29 +0200 Subject: [rt-users] Email Problem RT3 In-Reply-To: References: Message-ID: <200604071902.29926.putzoa@gmx.de> On Friday 07 April 2006 15:09, Michael Methe wrote: > When I create a new ticket in RT, an email is sent the address specified > in the ticket. The problem is the FROM address in the email is not the > rt address. It is apache at upsilon. Here's some background > > rt is on hostname rhel > upsilon is an ms exchange 2000 server (our primary internal mail server) > > Why would the email show up as form apache at upsilon.domain.name > (domain.name is our internal DNS domain name) Did you set $CorrespondAddress and $CommentAddress in your RT_SiteConfig.pm correctly? How do you forward the mail to your exchange server? I had a similar issue with ssmtp until i allowed from line override. regards, andreas From barnesaw at ucrwcu.rwc.uc.edu Fri Apr 7 13:12:25 2006 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 07 Apr 2006 13:12:25 -0400 Subject: [rt-users] Global Scrips In-Reply-To: <200604071855.43309.putzoa@gmx.de> References: <6792fb9a0604070036r4324be47id29229e322a5a09f@mail.gmail.com> <20060407131908.GN30820@chaka.net> <200604071855.43309.putzoa@gmx.de> Message-ID: <44369D79.309@ucrwcu.rwc.uc.edu> Check Dirk Pape's web page. Should be several links on the wiki. Andreas Putzo wrote: > On Friday 07 April 2006 15:19, Todd Chapman wrote: > >> On Fri, Apr 07, 2006 at 10:36:53AM +0300, Mustafa Badawi wrote: >> >>> Hi >>> Is there a way to disable global scrips from being propagated to all >>> queues. I want to define custom scrips per queue without having to >>> delelte the global scrips. >>> >>> thanks >>> >> Change their Stage to Disabled. >> > > But then the global scrip is disabled for _all queues, isn't it? > > If i remember correctly, there is an extension somewhere in the wiki > to disable global scrips on a per queue base. > > regards, > Andreas > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From graham at historicalengineering.com Fri Apr 7 13:25:13 2006 From: graham at historicalengineering.com (Graham Briggs) Date: Fri, 7 Apr 2006 18:25:13 +0100 Subject: [rt-users] Colour scheme In-Reply-To: <20060406143155.DDCB54D84BE@diesel.bestpractical.com> References: <20060406143155.DDCB54D84BE@diesel.bestpractical.com> Message-ID: Hi, I mainly edited the CSS file when I did the changes for RT last year for my company. I also did some (probably a lot relatively, but when you're absorbed in something creative you don't notice how much you're actually doing) editing of the actual code that generated the interface, which was quite simple once I'd read the wiki and other documentation. http://homepage.ntlworld.com/lucysprite/RT/FrontPage.png I promised someone the patches for that, but i lost their email address. Now it'd be more sensible to write a tutorial saying what to do, as it's now an old version of RT. Graham On 6 Apr 2006, at 15:31, Michael Shanks wrote: > Hello, I need to rebrand RT to bring it in line with the rest of > our networks design, I am having trouble finding out how I can > accomplish this > > > > Can anyone help point me in the correct direction? > > > > Mike > > > -- > No virus found in this outgoing message. > Checked by AVG Free Edition. > Version: 7.1.385 / Virus Database: 268.3.5/302 - Release Date: > 05/04/2006 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http:// > bestpractical.com/about/jobs.html From jesse at bestpractical.com Fri Apr 7 15:15:43 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 7 Apr 2006 15:15:43 -0400 Subject: [rt-users] top 10 view pruned to < 10 by permissions In-Reply-To: <3AE35B09-4F92-423E-AAC5-7318D3569321@khera.org> References: <3AE35B09-4F92-423E-AAC5-7318D3569321@khera.org> Message-ID: <20060407191543.GS4283@bestpractical.com> > > Is there some way to make that top 10 view really be the 10 that the > user is allowed to see rather than the subset of the top 10 overall? > The hack that was posted to the list should definitely do what you want. The reason we can't do that in "core RT" is that it would really badly break RT (in a more catastrophic fashion than the current breakage) on systems with many queues. The downside of RT having a rich access control system is that it's not really plausible to express it entirely inside a SQL query. At least not inside one that will run in finite time. So we end up having to do the ACL tests after loading the tickets. We've got a design for a sliding window to keep loading pages of tickets until we get the ones you want. But it's still a design. Jesse From elze at bytemine.net Fri Apr 7 17:03:48 2006 From: elze at bytemine.net (David Elze) Date: Fri, 07 Apr 2006 23:03:48 +0200 Subject: [rt-users] Upgrade problem from 3.2.2 to 3.4.5 regarding mysql schema Message-ID: <1144443828.5670.41.camel@aero64.datenschrott.de> Hi, I successfully updated from rt 3.2.2 to 3.4.5 on OpenBSD 3.8 using mysql, following the instructions in the readme regarding the upgrade process and set up the schema-changes via 'rt-setup-database' like mentioned without any errors on the command line. Furthermore, I removed mason_data/obj and restarted my apache. RT works (meaning ticket creation, comments, answers, ticket closing, usual stuff), but unfortunately I can see the following error three times in my logfile everytime I click on a ticket to see its details: RT: DBD::mysql::st execute failed: Unknown column 'Transactions_1.Ticket' in 'where clause' at /usr/local/libdata/perl5/site_perl/DBIx/SearchBuilder/Handle.pm line 492. (/usr/local/lib/RT.pm:287) This seems to be the reason that in the history of a Ticket, I can only see lines like "Mon Apr 03 21:56:52 2006 RT_System - Outgoing email recorded" but no content below it (which I can only view via clicking [Show]). In the mailinglist archives, I found this error but the only hints were to clean the mason-cache (done) and adapt the database schema via rt-setup-database (done). So I reviewed my table 'Transactions' and the file etc/upgrade/3.3.0/schema.mysql in the source-tree and found out, that in rt 3.2.2 there was the column 'Ticket' but it is not in rt 3.4.5 any more. Additionally, I find the following error message in the logfile, maybe this is related to my problem: RT: Queue->CustomFields is deprecated, use Queue->TicketCustomFields instead at (HTML::Mason::Commands:/var/www/htdocs/rt/html/Ticket/Elements/ShowSummary:56) at /usr/local/lib/RT/Queue_Overlay.pm line 524. (/usr/local/lib/RT.pm:287) If anyone has a hint or even a rtfm for me I would really appreciate it! Thanks a lot for your time... CU David -- David Elze Tel: (+49)(0)441 - 36116410 elze at bytemine.net Fax: (+49)(0)441 - 36116419 http://www.bytemine.net/ PGP/GPG: 5F83FEA2 bytemine - Entwicklungsmanufaktur fuer innovative Loesungen -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Dies ist ein digital signierter Nachrichtenteil URL: From vivek at khera.org Fri Apr 7 17:08:02 2006 From: vivek at khera.org (Vivek Khera) Date: Fri, 7 Apr 2006 17:08:02 -0400 Subject: [rt-users] top 10 view pruned to < 10 by permissions In-Reply-To: <20060407191543.GS4283@bestpractical.com> References: <3AE35B09-4F92-423E-AAC5-7318D3569321@khera.org> <20060407191543.GS4283@bestpractical.com> Message-ID: <92CC0B0E-49D8-486D-8407-1DB30E574364@khera.org> On Apr 7, 2006, at 3:15 PM, Jesse Vincent wrote: > The downside of RT having a rich access control system is that it's > not > really plausible to express it entirely inside a SQL query. At > least not > inside one that will run in finite time. So we end up having to do the Yeah... I'm now very intimately familiar with the permissions :-) I'll try the other hack. Hopefully 15 queues is not too much to kill it. From jesse at bestpractical.com Fri Apr 7 17:25:38 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 7 Apr 2006 17:25:38 -0400 Subject: [rt-users] Upgrade problem from 3.2.2 to 3.4.5 regarding mysql schema In-Reply-To: <1144443828.5670.41.camel@aero64.datenschrott.de> References: <1144443828.5670.41.camel@aero64.datenschrott.de> Message-ID: <20060407212538.GZ4283@bestpractical.com> On Fri, Apr 07, 2006 at 11:03:48PM +0200, David Elze wrote: > Hi, > > I successfully updated from rt 3.2.2 to 3.4.5 on OpenBSD 3.8 using > mysql, following the instructions in the readme regarding the upgrade > process and set up the schema-changes via 'rt-setup-database' like > mentioned without any errors on the command line. Furthermore, I removed > mason_data/obj and restarted my apache. > The error strongly suggests that you either have stale RT 3.2 mason/obj code lying around, which might be the case if you didn't stop apache fully during the upgrade, or that you have some local customization or addon that's not compatible with 3.4. Jesse From joseph85750 at yahoo.com Fri Apr 7 18:29:36 2006 From: joseph85750 at yahoo.com (Joseph Spenner) Date: Fri, 7 Apr 2006 15:29:36 -0700 (PDT) Subject: [rt-users] attachment problem Message-ID: <20060407222936.92706.qmail@web30307.mail.mud.yahoo.com> I'm still using RT 2.0.15. It's been working great so far, so never thought about upgrading. I've never seen this problem, but I've never played around much with attachments. I have someone trying to attach a 1M pdf to a message, but the attachment never shows up. There are no errors. In my config.pm, I have: $MaxAttachmentSize = 10000000; So, I should be covered. Is there a log somewhere that might tell me what the problem is? Or was there a bug causing this problem? I notice in the config file there is also reference to a MaxAttachmentLength. Should this be defined as well? __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From azfarhusain at yahoo.com Sat Apr 8 03:32:37 2006 From: azfarhusain at yahoo.com (Its Azfar) Date: Sat, 8 Apr 2006 00:32:37 -0700 (PDT) Subject: [rt-users] Few Questions. In-Reply-To: <20060404060429.95002.qmail@web36905.mail.mud.yahoo.com> Message-ID: <20060408073237.3867.qmail@web36915.mail.mud.yahoo.com> Where do i see tickets archive or those tickets which are solved or closed. Can I increase the no of tickets on RT home page from Top 10 to Top X. How to see the whole list of non Privileged users. Waitingf for help. __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From dshannon at techfluent.com Sat Apr 8 08:20:09 2006 From: dshannon at techfluent.com (Duncan Shannon) Date: Sat, 8 Apr 2006 07:20:09 -0500 Subject: [rt-users] Few Questions. Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB4516F061@TF-FS2.internal.techfluent.com> Im gonna suggest searching the wiki and the mailing list archive. The first two questions are FAQ's. Links to the wiki and mailing list archives should be in your welcome message. > > Where do i see tickets archive or those tickets which > are solved or closed. Build a query, search for them. > > Can I increase the no of tickets on RT home page from > Top 10 to Top X. > Yes. > How to see the whole list of non Privileged users. > Not exactly sure about that one. > Waitingf for help. > Hoping you are searching for answers while waiting ;) duncan From elze at bytemine.net Sat Apr 8 12:09:03 2006 From: elze at bytemine.net (David Elze) Date: Sat, 08 Apr 2006 18:09:03 +0200 Subject: [rt-users] Upgrade problem from 3.2.2 to 3.4.5 regarding mysql schema In-Reply-To: <20060407212538.GZ4283@bestpractical.com> References: <1144443828.5670.41.camel@aero64.datenschrott.de> <20060407212538.GZ4283@bestpractical.com> Message-ID: <1144512543.12769.9.camel@mobili666.datenschrott.de> Am Freitag, den 07.04.2006, 17:25 -0400 schrieb Jesse Vincent: Hi, first of all, thanks a lot for your reaction 'cause I really running out of ideas to get rt working again :-) > The error strongly suggests that you either have stale RT 3.2 mason/obj > code lying around, which might be the case if you didn't stop apache > fully during the upgrade, Well, I really made sure that there is absolutely no mason/obj code lying around anywhere on the machine. You're right, I didn't stop apache while upgrading rt but did this afterwards. So I did the upgrade-procedure again (make upgrade) while apache was shut down and also made sure that really no mason-obj is anywhere on the machine but the error remains the same. > or that you have some local customization or addon that's not compatible with 3.4. Apart from rtfm 2.0.4 there are no special knobs on my installation and this thing should not interfere with the "normal" display of tickets, should it!? If there is any lead left I could follow this would be great. CU David -- David Elze Tel: (+49)(0)441 - 36116410 elze at bytemine.net Fax: (+49)(0)441 - 36116419 http://www.bytemine.net/ PGP/GPG: 5F83FEA2 bytemine - Entwicklungsmanufaktur fuer innovative Loesungen -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 191 bytes Desc: Dies ist ein digital signierter Nachrichtenteil URL: From msnyder at servervault.com Sat Apr 8 21:32:31 2006 From: msnyder at servervault.com (Mathew Snyder) Date: Sat, 08 Apr 2006 21:32:31 -0400 Subject: [rt-users] Earliest Postgres Support Message-ID: <4438642F.3000707@servervault.com> We are currently using v3.0.9 with a Postgres database. Someone around here said that the two had to be "shoehorned" together because v3.0.9 doesn't support Postgres. Is this correct? The reason I ask is that we're experiencing problems with search functions on custom fields. I think there may be some currupt code as a result of the forced installation of Shredder into RT. I would like to set up a fresh install of RT next to the current one, point apache to the new one and see if that fixes the problem. I would also like to use the same version so as not to cause any more problems. -- Mathew Snyder Systems Administrator Network+ ServerVault TechOps From elze at bytemine.net Sun Apr 9 12:27:52 2006 From: elze at bytemine.net (David Elze) Date: Sun, 09 Apr 2006 18:27:52 +0200 Subject: [rt-users] Upgrade problem from 3.2.2 to 3.4.5 regarding mysql schema [SOLVED] In-Reply-To: <1144512543.12769.9.camel@mobili666.datenschrott.de> References: <1144443828.5670.41.camel@aero64.datenschrott.de> <20060407212538.GZ4283@bestpractical.com> <1144512543.12769.9.camel@mobili666.datenschrott.de> Message-ID: <1144600072.20064.5.camel@mobili666.datenschrott.de> Hi, for the archives: I solved it by simply deleting my old rt/html-directory completely (datadir), copying the new files from the rt3.4.5 source directory to it and copying my old Callbacks. I thought 'make upgrade' would make the appropriate changes but with my configuration, this didn't work out. Again, thanks for your help Jesse! CU David -- David Elze Tel: (+49)(0)441 - 36116410 elze at bytemine.net Fax: (+49)(0)441 - 36116419 http://www.bytemine.net/ PGP/GPG: 5F83FEA2 bytemine - Entwicklungsmanufaktur fuer innovative Loesungen -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 191 bytes Desc: Dies ist ein digital signierter Nachrichtenteil URL: From elze at bytemine.net Sun Apr 9 12:40:55 2006 From: elze at bytemine.net (David Elze) Date: Sun, 09 Apr 2006 18:40:55 +0200 Subject: [rt-users] Simple directory listing within a Callback Message-ID: <1144600855.20064.14.camel@mobili666.datenschrott.de> Hi, within a callback, I'm calling a file that contains an iframe that should display a directory listing. The directory has its +Indexes in httpd.conf but doesn't get displayed, instead I get a 404 and the following error message in my apache error.log: [error] [Mason] File does not exist: /var/www/htdocs/rt/html/foo/bar/index.html/ So it seems that the mason handler wants to call a file index.html instead of just display the content of the directory 'bar'. I tried to set a default handler for that location in my httpd.conf but the mason error remains. Is there any possibility to tell mason not to search for a index.html for that specific directory or can I disable mason for the directory or is there any other way to display files (contained in a directory) inside of RT? Thanks for any hint or something :-) CU David -- David Elze Tel: (+49)(0)441 - 36116410 elze at bytemine.net Fax: (+49)(0)441 - 36116419 http://www.bytemine.net/ PGP/GPG: 5F83FEA2 bytemine - Entwicklungsmanufaktur fuer innovative Loesungen -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 191 bytes Desc: Dies ist ein digital signierter Nachrichtenteil URL: From todd at chaka.net Sun Apr 9 12:56:07 2006 From: todd at chaka.net (Todd Chapman) Date: Sun, 9 Apr 2006 12:56:07 -0400 Subject: [rt-users] Simple directory listing within a Callback In-Reply-To: <1144600855.20064.14.camel@mobili666.datenschrott.de> References: <1144600855.20064.14.camel@mobili666.datenschrott.de> Message-ID: <20060409165607.GP30820@chaka.net> On Sun, Apr 09, 2006 at 06:40:55PM +0200, David Elze wrote: > Hi, > > within a callback, I'm calling a file that contains an iframe that > should display a directory listing. The directory has its +Indexes in > httpd.conf but doesn't get displayed, instead I get a 404 and the > following error message in my apache error.log: > > [error] [Mason] File does not > exist: /var/www/htdocs/rt/html/foo/bar/index.html/ > > So it seems that the mason handler wants to call a file index.html > instead of just display the content of the directory 'bar'. I tried to > set a default handler for that location in my httpd.conf but the mason > error remains. > > Is there any possibility to tell mason not to search for a index.html > for that specific directory or can I disable mason for the directory or > is there any other way to display files (contained in a directory) > inside of RT? > > Thanks for any hint or something :-) > Directory indexes are for when a directory is requested from the server. They also return an entire HTML page. What you want (and probably exists somewhere in the Mason community) is a component that takes a directory as an argument and produces the listing for you. It would look something like this: % for my $entry ( @ls ) { <% $entry %> % } <%INIT> open(DIR, $dir); my @ls = readdir DIR: close DIR; <%ARGS> $dir And you would call it like this: <& MyComponent, dir => 'foo/bar' &> -Todd From sthomson at uua.org Sun Apr 9 13:37:44 2006 From: sthomson at uua.org (Scott Thomson) Date: Sun, 9 Apr 2006 13:37:44 -0400 Subject: [rt-users] attachment problem In-Reply-To: <20060407222936.92706.qmail@web30307.mail.mud.yahoo.com> References: <20060407222936.92706.qmail@web30307.mail.mud.yahoo.com> Message-ID: <1326BA40-EA2B-4BCA-83DB-19B84BEA3CB3@uua.org> Check the version of PERL you're running. Certain versions cause attachement corruptions. I ran into the same issue, and my workaround since RHEL 3 didn't support a newer version of at the time was to alias the queue address to the queue and to a mailbox on our exchange server. That way I could get the attachments and provide a very basic backup of RT. This is on the Wiki somewhere, IIRC. Scott On Apr 7, 2006, at 6:29 PM, Joseph Spenner wrote: > I'm still using RT 2.0.15. It's been working great so > far, so never thought about upgrading. > > I've never seen this problem, but I've never played > around much with attachments. I have someone trying > to attach a 1M pdf to a message, but the attachment > never shows up. There are no errors. > In my config.pm, I have: > $MaxAttachmentSize = 10000000; > So, I should be covered. Is there a log somewhere > that might tell me what the problem is? Or was there > a bug causing this problem? > > I notice in the config file there is also reference to > a MaxAttachmentLength. Should this be defined as > well? > > > __________________________________________________ > 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 > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http:// > bestpractical.com/about/jobs.html From ruslan.zakirov at gmail.com Sun Apr 9 18:32:07 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 10 Apr 2006 02:32:07 +0400 Subject: [rt-users] attachment problem In-Reply-To: <20060407222936.92706.qmail@web30307.mail.mud.yahoo.com> References: <20060407222936.92706.qmail@web30307.mail.mud.yahoo.com> Message-ID: <589c94400604091532sd024f29j9bace07473984bef@mail.gmail.com> check mysql's option max_packet_size. On 4/8/06, Joseph Spenner wrote: > I'm still using RT 2.0.15. It's been working great so > far, so never thought about upgrading. > > I've never seen this problem, but I've never played > around much with attachments. I have someone trying > to attach a 1M pdf to a message, but the attachment > never shows up. There are no errors. > In my config.pm, I have: > $MaxAttachmentSize = 10000000; > So, I should be covered. Is there a log somewhere > that might tell me what the problem is? Or was there > a bug causing this problem? > > I notice in the config file there is also reference to > a MaxAttachmentLength. Should this be defined as > well? > > > __________________________________________________ > 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 > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From putzoa at gmx.de Sun Apr 9 18:56:47 2006 From: putzoa at gmx.de (Andreas Putzo) Date: Mon, 10 Apr 2006 00:56:47 +0200 Subject: [rt-users] attachment problem In-Reply-To: <20060407222936.92706.qmail@web30307.mail.mud.yahoo.com> References: <20060407222936.92706.qmail@web30307.mail.mud.yahoo.com> Message-ID: <200604100056.49002.putzoa@gmx.de> Remember, if you send the attachment via Mail, the size usually becomes larger ( ~x0.3) due to base64 encoding. If the size of an attachment is too big, RT silently discards it :/ regards, andreas On Saturday 08 April 2006 00:29, Joseph Spenner wrote: > I'm still using RT 2.0.15. It's been working great so > far, so never thought about upgrading. > > I've never seen this problem, but I've never played > around much with attachments. I have someone trying > to attach a 1M pdf to a message, but the attachment > never shows up. There are no errors. > In my config.pm, I have: > $MaxAttachmentSize = 10000000; > So, I should be covered. Is there a log somewhere > that might tell me what the problem is? Or was there > a bug causing this problem? > > I notice in the config file there is also reference to > a MaxAttachmentLength. Should this be defined as > well? > > > __________________________________________________ > 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 > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html From azfarhusain at yahoo.com Mon Apr 10 02:42:14 2006 From: azfarhusain at yahoo.com (Its Azfar) Date: Sun, 9 Apr 2006 23:42:14 -0700 (PDT) Subject: [rt-users] Few Questions. In-Reply-To: <2B7B7880538AA440B5FBCE7A56E8CB4516F061@TF-FS2.internal.techfluent.com> Message-ID: <20060410064214.24942.qmail@web36903.mail.mud.yahoo.com> Thnks. I check the query builder and found it very usefull. The closed and resolved tickets found by it. --- Duncan Shannon wrote: > Im gonna suggest searching the wiki and the mailing > list archive. The > first two questions are FAQ's. Links to the wiki > and mailing list > archives should be in your welcome message. > > > > > Where do i see tickets archive or those tickets > which > > are solved or closed. > > Build a query, search for them. > > > > > > > > Can I increase the no of tickets on RT home page > from > > Top 10 to Top X. > > > > Yes. > > > > How to see the whole list of non Privileged users. > > > > Not exactly sure about that one. > > > Waitingf for help. > > > > Hoping you are searching for answers while waiting > ;) > > duncan > > __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From mustafa.badawi at gmail.com Mon Apr 10 05:52:28 2006 From: mustafa.badawi at gmail.com (Mustafa Badawi) Date: Mon, 10 Apr 2006 12:52:28 +0300 Subject: [rt-users] RT SOAP SERVER Message-ID: <6792fb9a0604100252lf30d0fncde826df3ca8d366@mail.gmail.com> Hello all I have used asterisk voice mail to create tickets in rt but have not been able to use rt soap server for my rt instance to communicate with my asterisk. I am using what seems to be a very old version of the soap server. Is there any similar software out there which provides the same functionality? thanks Mustafa -------------- next part -------------- An HTML attachment was scrubbed... URL: From tomas.olaj at usit.uio.no Mon Apr 10 06:00:13 2006 From: tomas.olaj at usit.uio.no (Tomas Olaj) Date: Mon, 10 Apr 2006 12:00:13 +0200 (CEST) Subject: [rt-users] Performance problem with SG-clusteren and postgres 8.0.7 Message-ID: Just translating a message from our DBA Rafael Martinez, --> We have a huge problem ahead of us which may delay our Service Guard Cluster project. Our last performance test with our new cluster and RT shows that we have a SQL statement that 'planner" in Postgres 8.0.7 doesn't manage to find a good 'plan' for and takes to long to execute. I have sent an e-mail to pgsql-performance and got a reply back, and a solution that implies to upgrade to 8.1.4 when it's shipped. The e-mail I sent (including the SQL) to pgsql-performance: http://archives.postgresql.org/pgsql-performance/2006-04/msg00125.php Answers from Tom Lane (one of the major developers in the PostgreSQL project): http://archives.postgresql.org/pgsql-performance/2006-04/msg00138.php http://archives.postgresql.org/pgsql-performance/2006-04/msg00142.php -- Rafael Martinez, Center for Information Technology Services University of Oslo, Norway PGP Public Key: http://folk.uio.no/rafael/ --> Tomas, RT management -- ________________________________________________________________________ Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso University of Oslo / USIT (Center for Information Technology Services) System- and Application Management / Applications Management Group From ruslan.zakirov at gmail.com Mon Apr 10 07:22:20 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 10 Apr 2006 15:22:20 +0400 Subject: [rt-users] Performance problem with SG-clusteren and postgres 8.0.7 In-Reply-To: References: Message-ID: <589c94400604100422uf98d4cdhd37f1256dcbd704@mail.gmail.com> This is one of the most problematic query in RT. I only can confirm that the first plan (on Pg 7.x) is almost optimal one (there is still way to optimize it with planner) and this is plan we wanted to achive when were changing this query in RT-3.4.5. I hope Pg 8.1.4 would be available soon and we could recommend that instead of Pg 8.0.x. Thanks to you and your team for the report and help. On 4/10/06, Tomas Olaj wrote: > > Just translating a message from our DBA Rafael Martinez, > > --> > > We have a huge problem ahead of us which may delay our Service Guard > Cluster project. > > Our last performance test with our new cluster and RT shows that we > have a SQL statement that 'planner" in Postgres 8.0.7 doesn't manage to > find a good 'plan' for and takes to long to execute. > > I have sent an e-mail to pgsql-performance and got a reply back, and a > solution that implies to upgrade to 8.1.4 when it's shipped. > > The e-mail I sent (including the SQL) to pgsql-performance: > http://archives.postgresql.org/pgsql-performance/2006-04/msg00125.php > > Answers from Tom Lane (one of the major developers in the PostgreSQL project): > http://archives.postgresql.org/pgsql-performance/2006-04/msg00138.php > http://archives.postgresql.org/pgsql-performance/2006-04/msg00142.php > > -- > Rafael Martinez, > Center for Information Technology Services > University of Oslo, Norway > > PGP Public Key: http://folk.uio.no/rafael/ > > --> > > Tomas, RT management > > -- > ________________________________________________________________________ > Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso > University of Oslo / USIT (Center for Information Technology Services) > System- and Application Management / Applications Management Group -- Best regards, Ruslan. From tomas.olaj at usit.uio.no Mon Apr 10 07:41:19 2006 From: tomas.olaj at usit.uio.no (Tomas Olaj) Date: Mon, 10 Apr 2006 13:41:19 +0200 (CEST) Subject: [rt-users] Performance problem with SG-clusteren and postgres 8.0.7 In-Reply-To: <589c94400604100422uf98d4cdhd37f1256dcbd704@mail.gmail.com> References: <589c94400604100422uf98d4cdhd37f1256dcbd704@mail.gmail.com> Message-ID: On the marvelous Mon, 10 Apr 2006, Ruslan Zakirov wrote kindly to me ... > This is one of the most problematic query in RT. I only can confirm > that the first plan (on Pg 7.x) is almost optimal one (there is still > way to optimize it with planner) and this is plan we wanted to achive > when were changing this query in RT-3.4.5. > > I hope Pg 8.1.4 would be available soon and we could recommend that > instead of Pg 8.0.x. > -- > Best regards, Ruslan. Our production environment is still on RT 3.4.2. We're waiting on BP to approve our spec to include mailadministration in RT that our perl developer Petter Reinholdtsen sent earlier to BP to continue our upgrade, since it's a feature many of our users want, and a new upgrade would imply that we have to rewrite the add-on code once more. We would rather pay BP to include it in the source code as a regular feature of RT. Currently we run RT and PostgreSQL on the same production server, but this is just temporarly. Our new Pg hotel on a SG cluster combined with the appserver will be our future production platform. We will use a 64 bit amd Linux app-server to run RT/Perl/webserver on. Probably we will have two 64 bits machines in an app-cluster for failover with LVS in front. I guess this won't be any problem? We run Apache 2, but I was curious if lighttpd ("lighty") was another alternative? Another thing is the MTA. We run exim, and the best solution would be to outsource this to Postmaster? Today, exim is also run on the same production server. "Chtob vse byli zdorovy", i.e. "Let everybody be healthy" Tomas, RT management -- ________________________________________________________________________ Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso University of Oslo / USIT (Center for Information Technology Services) System- and Application Management / Applications Management Group From tomas.olaj at usit.uio.no Mon Apr 10 08:37:45 2006 From: tomas.olaj at usit.uio.no (Tomas Olaj) Date: Mon, 10 Apr 2006 14:37:45 +0200 (CEST) Subject: [rt-users] Performance problem with SG-clusteren and postgres 8.0.7 In-Reply-To: <589c94400604100422uf98d4cdhd37f1256dcbd704@mail.gmail.com> References: <589c94400604100422uf98d4cdhd37f1256dcbd704@mail.gmail.com> Message-ID: On the marvelous Mon, 10 Apr 2006, Ruslan Zakirov wrote kindly to me ... > This is one of the most problematic query in RT. I only can confirm > that the first plan (on Pg 7.x) is almost optimal one (there is still > way to optimize it with planner) and this is plan we wanted to achive > when were changing this query in RT-3.4.5. > > I hope Pg 8.1.4 would be available soon and we could recommend that > instead of Pg 8.0.x. http://archives.postgresql.org/pgsql-performance/2006-02/msg00089.php A proposal from the PostgreSQL developers how this SQL can be improved. Tomas -- ________________________________________________________________________ Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso University of Oslo / USIT (Center for Information Technology Services) System- and Application Management / Applications Management Group From jesse at bestpractical.com Mon Apr 10 08:41:29 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 10 Apr 2006 08:41:29 -0400 Subject: [rt-users] Performance problem with SG-clusteren and postgres 8.0.7 In-Reply-To: References: <589c94400604100422uf98d4cdhd37f1256dcbd704@mail.gmail.com> Message-ID: <20060410124129.GL4283@bestpractical.com> On Mon, Apr 10, 2006 at 02:37:45PM +0200, Tomas Olaj wrote: > On the marvelous Mon, 10 Apr 2006, Ruslan Zakirov wrote kindly to me ... > > http://archives.postgresql.org/pgsql-performance/2006-02/msg00089.php > > A proposal from the PostgreSQL developers how this SQL can be improved. I believe this is something that's already fixed in RT 3.4.5. It would be very useful if you could test with the current release to see if the behaviour more suits you. Best, Jesse > Tomas From tomas.olaj at usit.uio.no Mon Apr 10 09:01:39 2006 From: tomas.olaj at usit.uio.no (Tomas Olaj) Date: Mon, 10 Apr 2006 15:01:39 +0200 (CEST) Subject: [rt-users] RT - Test performance (I) (fwd) Message-ID: This test performance was done by our Postgres DBA Rafael Martinez. I am translating this so You can agree or disagree if this makes sense or not. Adding indexes can for sure improve performance. -- ________________________________________________________________________ Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso University of Oslo / USIT (Center for Information Technology Services) System- and Application Management / Applications Management Group ---------- Forwarded message ---------- Date: Wed, 29 Mar 2006 11:30:14 +0200 From: Rafael Martinez Guerrero To: rt-drift at usit.uio.no Subject: RT - Test performance (I) Hello I'm finished with the performance test of RT with and without the new indexes. The test has been done on a test server with 2 x Intel(R) Xeon(TM) CPU 2.40GHz and 4GB RAM. We installed a copy of the production environment on this server with RT.3.4.2 and postgresql.7.4.12. The backup file rtprod-000012-all-2006-03-27_140101.sql (includes the new indexes) was installed and a 'VACUUM VERBOSE ANALYZE' was run before we started to test. Both postgresql and apache has been stopped and restarted before every test type. We assumend that things that was cached by the OS did not affect the result. We have tested both from command line and web, with and without the new indexes. We have run some of the most common tasks done in RT on every test. We generated a SQL file with all the sql-statement tasks sent to the database, so we could to the test from the command line without web processing of data (this file contained 1920 sql-statements). The test on the command line was run with: -bash-2.05b$ time psql rtprod < /postgres/log_test_rt.sql > /dev/null The test via web was done using RT via web, the time that was used was the time that is showned down on the RT pages when they were finished processing. The test contucted like this: - Postgres/apache stopped/started - Commandline test with indexes run 3 times after each other. - Postgres/apache stopped/started - Web test with indexes run 3 times after each other. - DROP new indexes - 'VACUUM VERBOSE ANALYZE' run - Postgres/apache stopped/started - Commandline test without indexes run 3 times after each other. - Postgres/apache stopped/started - Web test without indexes run 3 times after each other. - Postgres/apache stopped/started Total sum of times: - without indexes via commandline: 28.166s - with indexes via commandline: 11.473s - without indexes via web: 31.5618s - with indexes via web: 20.2351s Total result: **************************************** Some numbers from the RT database **************************************** Num.tickets: 34 096 Num.transactions: 610 556 Num.users: 15 880 Num.queues: 53 Num.groups: 152 548 **************************************** **************************************** Tasks: **************************************** 1- Load main page 2- Login 3- Open queue (www-drift) 4- Open ticket from queue side (#34054) 5- Open 'Home' 6- Open 'Tickets' 7- Load saved search (rafa_resolved) 8- Run Search 9- Open 'Home' 10- Logout ***************************************** ***************************************** New indexes: ***************************************** CREATE INDEX acl2 on acl (principalid,principaltype); CREATE INDEX acl3 on acl (objecttype); CREATE INDEX groups4 on groups (domain); CREATE INDEX attributes3 on attributes (objectid,objecttype); CREATE INDEX groupmembers1 on groupmembers (groupid,memberid); CREATE INDEX groups3 on groups(LOWER(Domain), LOWER(Type)); CREATE INDEX users5 on users (LOWER(Name)); CREATE INDEX groups5 on groups (instance,LOWER(Domain),LOWER(Type)); CREATE INDEX groupmembers2 on groupmembers (memberid); CREATE INDEX tickets6 on tickets (status); CREATE INDEX objectcustomfieldvalues3 on objectcustomfieldvalues(disabled,objectid,objecttype); ***************************************** **************************************** Tests: **************************************** ----------------------------- * Without new indexes / via psql: ----------------------------- real 0m28.191s real 0m28.133s real 0m28.175s Average: 84.499 / 3 = 28.166s -------------------------- * With new indexes / via psql: -------------------------- real 0m11.576s real 0m11.419s real 0m11.426s Average: 34.421 / 3 = 11.473s ---------------------------- * Without new indexes / via web: ---------------------------- 1- 0.174703 2- 3.505841 3- 0.944324 4- 4.735964 5- 2.444698 6- 5.307809 7- 5.160225 8- 7.987324 9- 2.648068 10- 0.025291 Total: 32.9338s 1- 0.026303 2- 2.99801 3- 0.824755 4- 4.546013 5- 2.47372 6- 4.927333 7- 4.756017 8- 7.743986 9- 2.647696 10- 0.045746 Total: 30.9892s 1- 0.025872 2- 3.037854 3- 0.710582 4- 4.559498 5- 2.415181 6- 4.685646 7- 4.944309 8- 7.686661 9- 2.660198 10- 0.037399 Total: 30.7625 Average: 94.6855 / 3 = 31.5618s -------------------------- * With new indexes / via web: -------------------------- 1- 0.03583 2- 2.897222 3- 0.394071 4-2.198648 5- 2.08015 6- 4.457699 7- 4.458629 8- 2.215953 9- 2.255062 10- 0.024364 Total: 21.1072s 1- 0.01439 2- 2.736695 3- 0.191751 4- 2.068953 5- 2.022578 6- 4.413129 7- 4.427378 8- 1.981398 9- 2.047436 10- 0.035024 Total: 19.9381s 1- 0.026164 2- 2.6012 3- 0.184858 4- 2.052559 5- 2.0721 6- 4.269218 7- 4.326582 8- 2.027836 9- 2.07491 10- 0.02493 Total: 19.66s Average: 60.7053 / 3 = 20.2351s **************************************** Comments? From cto at lanusa.com Mon Apr 10 10:17:36 2006 From: cto at lanusa.com (Michael Erana) Date: Mon, 10 Apr 2006 10:17:36 -0400 Subject: [rt-users] Problems Installing RTx-Shredder Message-ID: Ok... This isn't as cut and dried as the title suggests... First of the environmental information: Perl v5.8.7 under linux RT v3.4.4; Running under Debian Stable Apache2 Fastcgi Also it is running in a multi-instance mode. I've created a directory called /usr/loca/rtinst/<> that contain what would have normally been in /usr/local/share/request-tracker3.4/ I the shredder install as directed giving the path for RT.pm as being: /usr/share/request-tracker/lib And it outputs the following: Using RT configurations from /usr/share/request-tracker3.4/lib/RT.pm: ./html => /usr/share/request-tracker3.4/html ./lib => /usr/local/share/request-tracker3.4/lib ./sbin => /usr/local/share/request-tracker3.4/sbin Open input '/root/install/RTx-Shredder/sbin/rtx-shredder' file for substitution Open output '/root/install/RTx-Shredder/sbin/rtx-shredder' file for substitution Open input '/root/install/RTx-Shredder/sbin/rtx-validator' file for substitution Open output '/root/install/RTx-Shredder/sbin/rtx-validator' file for substitution Open input '/root/install/RTx-Shredder/lib/RTx/Shredder.pm' file for substitution Open output '/root/install/RTx-Shredder/lib/RTx/Shredder.pm' file for substitution Open input '/root/install/RTx-Shredder/t/utils.pl' file for substitution Open output '/root/install/RTx-Shredder/t/utils.pl' file for substitution Warning: prerequisite DBD::SQLite 0 not found. Warning: prerequisite Test::Deep 0 not found. Writing Makefile for RTx::Shredder I then try the next command and that outputs the following: root at rtserver:~/install/RTx-Shredder # perl Makefile.PL PREFIX=/usr/share/request-tracker3.4/lib Using RT configurations from /usr/share/request-tracker3.4/lib/lib/RT.pm: ./html => /usr/share/request-tracker3.4/lib/html ./lib => /usr/share/request-tracker3.4/lib/lib ./sbin => /usr/share/request-tracker3.4/lib/sbin Open input '/root/install/RTx-Shredder/sbin/rtx-shredder' file for substitution Open output '/root/install/RTx-Shredder/sbin/rtx-shredder' file for substitution Open input '/root/install/RTx-Shredder/sbin/rtx-validator' file for substitution Open output '/root/install/RTx-Shredder/sbin/rtx-validator' file for substitution Open input '/root/install/RTx-Shredder/lib/RTx/Shredder.pm' file for substitution Open output '/root/install/RTx-Shredder/lib/RTx/Shredder.pm' file for substitution Open input '/root/install/RTx-Shredder/t/utils.pl' file for substitution Open output '/root/install/RTx-Shredder/t/utils.pl' file for substitution Warning: prerequisite DBD::SQLite 0 not found. Warning: prerequisite RT 3.4 not found. We have unknown version. Warning: prerequisite Test::Deep 0 not found. Writing Makefile for RTx::Shredder I notice that it does not find RT 3.4.... What should I be pointing that path to? Also what are the ramifications of the instanced RT sets? Comments/Suggestions appreciated... Michael Era?a, CISSP CTO PC Network, Inc. eranam at lanusa.com From keith at midnighthax.com Mon Apr 10 10:32:24 2006 From: keith at midnighthax.com (Keith Edmunds) Date: Mon, 10 Apr 2006 15:32:24 +0100 Subject: [rt-users] On Owner Change not working In-Reply-To: <4433B3B6.7010202@midnighthax.com> References: <4433B3B6.7010202@midnighthax.com> Message-ID: <443A6C78.9020001@midnighthax.com> At the risk of being boring or irritating, can anyone suggest any steps I can take to try to isolate the problem detailed below? I've removed all customisation; I've tried reassigning from various users to various other users; I've even tried setting NotifyActor to 1 (although it shouldn't be necessary); none of these made any difference. The only clue might be that the database was updated from 3.0.12 to 3.4.1 (on Debian) using: for x in /etc/request-tracker3.4/upgrade/*; do \ for y in schema acl insert; do \ /usr/sbin/rt-setup-database-3.4 --action $y --datadir $x \ --dba rtuser --dba-password wibble; \ done;\ done What would be the next sensible step to take to resolve this? Thanks, Keith Keith Edmunds wrote: > I've set up a notification on owner change (as in part 2 of > http://wiki.bestpractical.com/index.cgi?NotifyOwner). However, when a > user changes the owner no notification is sent. This is in the log: > > =================================================================== > [Wed Apr 5 12:06:52 2006] [debug]: About to think about scrips for > transaction #55232 > (/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:154) > [Wed Apr 5 12:06:52 2006] [debug]: About to prepare scrips for > transaction #55232 > (/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:158) > [Wed Apr 5 12:06:52 2006] [debug]: Found 0 scrips > (/usr/share/request-tracker3.4/lib/RT/Scrips_Overlay.pm:354) > [Wed Apr 5 12:06:52 2006] [debug]: About to commit scrips for > transaction #55232 > (/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:167) > =================================================================== > > It doesn't look as if RT thinks any scrips should be run. > > This is RT 3.4.1. Any pointers as to where I should be looking or ways > in which I can get more information? > > Thanks, > Keith From vivek at khera.org Mon Apr 10 14:51:50 2006 From: vivek at khera.org (Vivek Khera) Date: Mon, 10 Apr 2006 14:51:50 -0400 Subject: [rt-users] Earliest Postgres Support In-Reply-To: <4438642F.3000707@servervault.com> References: <4438642F.3000707@servervault.com> Message-ID: <3FA3D86D-5BD6-4DE8-A52B-0668E81FC77E@khera.org> On Apr 8, 2006, at 9:32 PM, Mathew Snyder wrote: > We are currently using v3.0.9 with a Postgres database. Someone > around > here said that the two had to be "shoehorned" together because v3.0.9 > doesn't support Postgres. Is this correct? Take that shoehorn and hit the guy upside the head with it. Postgres has worked fine with RT since at least version 2 which is when I started using it. I'd recommend upgrading to 3.4.5 since it is *way* faster and has many fixes since 3.0. The upgrade is pretty straightforward and you just run some simple scripts to update the DB schema (no dump/reload like the 2.x to 3.x jump). From travis.campbell at amd.com Mon Apr 10 15:11:17 2006 From: travis.campbell at amd.com (Travis Campbell) Date: Mon, 10 Apr 2006 14:11:17 -0500 Subject: [rt-users] Searching for the To: field within RT? Message-ID: <443AADD5.3030307@amd.com> Hello, Is there an easy way to search for an email address that has a specific To: address? Here's why I want to do this: I have RT set up so that isRTAddress() recognizes some of our legacy support addresses that we've been required to keep for non-technical reasons. I'm trying to find out which of our customers is still using these old addresses, so I'd like to search for any tickets that came into that address. Is there any way to use RT's search interface to do this or am I going to have to grovel through the Attachments table and work my way backwards to find this information? 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 barnesaw at ucrwcu.rwc.uc.edu Mon Apr 10 15:30:24 2006 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Mon, 10 Apr 2006 15:30:24 -0400 Subject: [rt-users] Searching for the To: field within RT? In-Reply-To: <443AADD5.3030307@amd.com> References: <443AADD5.3030307@amd.com> Message-ID: <443AB250.1010601@ucrwcu.rwc.uc.edu> Why not have sendmail/postfix log which mails come to those address? Travis Campbell wrote: > Hello, > > Is there an easy way to search for an email address that has a > specific To: > address? > > Here's why I want to do this: > > I have RT set up so that isRTAddress() recognizes some of our legacy > support > addresses that we've been required to keep for non-technical reasons. > I'm > trying to find out which of our customers is still using these old > addresses, > so I'd like to search for any tickets that came into that address. > > Is there any way to use RT's search interface to do this or am I going to > have to grovel through the Attachments table and work my way backwards to > find this information? > > Travis -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From ESchultz at corp.untd.com Mon Apr 10 15:39:51 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Mon, 10 Apr 2006 12:39:51 -0700 Subject: [rt-users] Searching for the To: field within RT? Message-ID: <5613F89D78D2F545A40423EBA5535C300EA65CC1@LAXEVS01.lax.corp.int.untd.com> > Why not have sendmail/postfix log which mails come to those address? > > > Travis Campbell wrote: > > Hello, > > > > Is there an easy way to search for an email address that has a > > specific To: > > address? > > > > Here's why I want to do this: > > > > I have RT set up so that isRTAddress() recognizes some of > our legacy > > support > > addresses that we've been required to keep for > non-technical reasons. > > I'm > > trying to find out which of our customers is still using these old > > addresses, > > so I'd like to search for any tickets that came into that address. > > > > Is there any way to use RT's search interface to do this or > am I going to > > have to grovel through the Attachments table and work my > way backwards to > > find this information? > > > > Travis > > -- > Drew Barnes > Applications Analyst > Raymond Walters College > University of Cincinnati Or have a scrip that changes the subject, sets a custom field, moves it to a "legacy" queue, or emails you when you get an email sent to such an address? Eric Schultz United Online From travis.campbell at amd.com Mon Apr 10 16:18:23 2006 From: travis.campbell at amd.com (Travis Campbell) Date: Mon, 10 Apr 2006 15:18:23 -0500 Subject: [rt-users] Searching for the To: field within RT? In-Reply-To: <5613F89D78D2F545A40423EBA5535C300EA65CC1@LAXEVS01.lax.corp.int.untd.com> References: <5613F89D78D2F545A40423EBA5535C300EA65CC1@LAXEVS01.lax.corp.int.untd.com> Message-ID: <443ABD8F.4020801@amd.com> Schultz, Eric wrote: >> Why not have sendmail/postfix log which mails come to those address? >> > Or have a scrip that changes the subject, sets a custom field, moves it > to a "legacy" queue, or emails you when you get an email sent to such an > address? Because I'm just looking for the tickets. This particular configuration has been in place for six months and I've been asked to find out which tickets already match this condition. 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 blkline at attglobal.net Mon Apr 10 15:21:55 2006 From: blkline at attglobal.net (Barry L. Kline) Date: Mon, 10 Apr 2006 15:21:55 -0400 Subject: [rt-users] RT in one company sending to RT in another Message-ID: <443AB053.5080304@attglobal.net> I have an interesting problem. One of my vendors uses RT, as do I. When I send a request to the vendor, I do so through my instance of RT, putting myself (or whatever employee made the verbal request to me) as the requester and the vendor's mailgate address as a CC:. The vendor gets a ticket generated in his queue as expected, but I get no "Thank you for contacting" message from his machine giving me his ticket number. E-mails that I send to his mailgate from outside of RT are answered instantly, returning the On Create message like I expect. Any subsequent correspondence from him (through his RT) triggers a copy sent into my RT ticket, and I can send replies back through my RT to his instance. Something is obviously amiss here -- his RT instance seems to become somewhat befuddled by my ticket's "[myexampledomain.com #xxxx] subject." Something in the "On Create trigger" is not working as expected. Before I start digging into the source (and I'm no Perl guru) to figure out why this is, can anyone offer the reason? Thank you for your suggestions. Barry From iqbala-rt-users at qwestip.net Mon Apr 10 16:37:48 2006 From: iqbala-rt-users at qwestip.net (Asif Iqbal) Date: Mon, 10 Apr 2006 16:37:48 -0400 Subject: Using Asterisk voicemail to generate tkt (was Re: [rt-users] RT SOAP SERVER) In-Reply-To: <6792fb9a0604100252lf30d0fncde826df3ca8d366@mail.gmail.com> References: <6792fb9a0604100252lf30d0fncde826df3ca8d366@mail.gmail.com> Message-ID: <20060410203747.GA5710@qwestip.net> On Mon, Apr 10, 2006 at 12:52:28PM, Mustafa Badawi wrote: > Hello all > > I have used asterisk voice mail to create tickets in rt but have not been Care to share on the steps to have voicemail/voice to create a ticket? I am in the process of tetsing out asterisk so even if it is just for asterisk I like to see how it is done. Thanks -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu "..there are two kinds of people: those who work and those who take the credit...try to be in the first group;...less competition there." - Indira Gandhi From flatten at ecs.umass.edu Mon Apr 10 16:19:31 2006 From: flatten at ecs.umass.edu (Davin Flatten) Date: Mon, 10 Apr 2006 16:19:31 -0400 Subject: [rt-users] Spontaneous Logouts and Mason Errors Message-ID: <443ABDD3.2000206@ecs.umass.edu> I am getting the following errors in my Apache log accompanied by spontaneous logouts forcing users to log back in after they have already authenticated: [Mon Apr 10 15:26:45 2006] [error] [client xxx.xxx.xxx.xxx] FastCGI: server "/www/webapps/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Commands::__ANON__('Title', 'Login', 'Focus', 'user') called at /usr/local/share/perl/5.8.7/HTML/Mason/Component.pm line 135, referer: https://xxx.xxx.xxx.xxx]/ecs-admin/rt3/Ticket/Display.html?id=919 [Mon Apr 10 15:26:45 2006] [error] [client xxx.xxx.xxx.xxx]] FastCGI: server "/www/webapps/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x2f8c290)', 'Title', 'Login', 'Focus', 'user') called at /usr/local/share/perl/5.8.7/HTML/Mason/Request.pm line 1251, referer: https://xxx.xxx.xxx.xxx]/ecs-admin/rt3/Ticket/Display.html?id=919 [Mon Apr 10 15:26:45 2006] [error] [client xxx.xxx.xxx.xxx]] FastCGI: server "/www/webapps/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /usr/local/share/perl/5.8.7/HTML/Mason/Request.pm line 1245, referer: https://xxx.xxx.xxx.xxx]/ecs-admin/rt3/Ticket/Display.html?id=919 [Mon Apr 10 15:26:45 2006] [error] [client xxx.xxx.xxx.xxx]] FastCGI: server "/www/webapps/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Request::comp('undef', 'undef', 'Title', 'Login', 'Focus', 'user') called at /www/webapps/rt3/share/html/Elements/Login line 68, referer: https://xxx.xxx.xxx.xxx]/ecs-admin/rt3/Ticket/Display.html?id=919 [Mon Apr 10 15:26:45 2006] [error] [client xxx.xxx.xxx.xxx]] FastCGI: server "/www/webapps/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Commands::__ANON__('id', 919) called at /usr/local/share/perl/5.8.7/HTML/Mason/Component.pm line 135, referer: https://xxx.xxx.xxx.xxx]/ecs-admin/rt3/Ticket/Display.html?id=919 We are running RT 3.5.6 and Apache 2.0.55 and Mason Ver 1.32 Any help would be appreciated. Thank you, Davin Flatten From ESchultz at corp.untd.com Mon Apr 10 17:05:37 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Mon, 10 Apr 2006 14:05:37 -0700 Subject: [rt-users] Searching for the To: field within RT? Message-ID: <5613F89D78D2F545A40423EBA5535C300EA65DE0@LAXEVS01.lax.corp.int.untd.com> > -----Original Message----- > From: Travis Campbell [mailto:travis.campbell at amd.com] > Sent: Monday, April 10, 2006 1:18 PM > To: Schultz, Eric > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Searching for the To: field within RT? > > Schultz, Eric wrote: > >> Why not have sendmail/postfix log which mails come to > those address? > >> > > > Or have a scrip that changes the subject, sets a custom > field, moves it > > to a "legacy" queue, or emails you when you get an email > sent to such an > > address? > > Because I'm just looking for the tickets. This particular > configuration > has been in place for six months and I've been asked to find out which > tickets already match this condition. > > Travis In that case, you would have to do a SQL query: SELECT Headers FROM Attachments WHERE Headers LIKE '%To: %'; If you only want this for when a new ticket was created via email (rather than for responses to those tickets), add: AND Headers NOT LIKE '%Thread-Topic: [%' Or whatever you have set as $rtname in RT_SiteConfig.pm. And then have a Perl script that just greps out the From: line from all of those headers. Eric Schultz United Online From Kris.Boutilier at scrd.bc.ca Mon Apr 10 17:20:04 2006 From: Kris.Boutilier at scrd.bc.ca (Kris Boutilier) Date: Mon, 10 Apr 2006 14:20:04 -0700 Subject: Using Asterisk voicemail to generate tkt (was Re: [rt-users] RT SOAPSERVER) Message-ID: <2A80CD54CCAF3846A1029DA4653D2A65669FEB@trillian.scrd.ad> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Asif Iqbal > Sent: Monday, April 10, 2006 1:38 PM > To: rt-users at lists.bestpractical.com > Subject: Using Asterisk voicemail to generate tkt (was Re: > [rt-users] RT SOAPSERVER) > > On Mon, Apr 10, 2006 at 12:52:28PM, Mustafa Badawi wrote: > > Hello all > > > > I have used asterisk voice mail to create tickets in rt but > have not > > been > > Care to share on the steps to have voicemail/voice to create > a ticket? I am in the process of tetsing out asterisk so even > if it is just for asterisk I like to see how it is done. > Essentially, just set Asterisk to deliver the voicemail message as an attachment and then point it at the email submission address for RT. Ideally use a special submission address into RT and a separate queue that an operator reviews and transcribes the salient points of into the body of the ticket. There was glue in the past to use the SOAP interface, but that went away with the enhanced security architecture that came as part of RT3. Hopefully SOAP, or a suitable replacement, will come back soon. See http://www.voip-info.org/wiki/view/Asterisk+Request+Tracker The possibilities afforded by bolting a fully customizable IVR platform to RT would make it a _killer_ package. Consider that you don't even need physical lines to plumb Asterisk into the world - Vonage, SIP from an existing corporate PBX etc... roll in some Sphinx glue: http://www.voip-info.org/wiki/view/Sphinx... :-) Kris Boutilier Information Services Coordinator Sunshine Coast Regional District From travis.campbell at amd.com Mon Apr 10 17:46:28 2006 From: travis.campbell at amd.com (Travis Campbell) Date: Mon, 10 Apr 2006 16:46:28 -0500 Subject: [rt-users] Searching for the To: field within RT? In-Reply-To: <5613F89D78D2F545A40423EBA5535C300EA65DE0@LAXEVS01.lax.corp.int.untd.com> References: <5613F89D78D2F545A40423EBA5535C300EA65DE0@LAXEVS01.lax.corp.int.untd.com> Message-ID: <443AD234.80007@amd.com> > In that case, you would have to do a SQL query: > > SELECT Headers FROM Attachments WHERE Headers LIKE '%To: > %'; > > If you only want this for when a new ticket was created via email > (rather than for responses to those tickets), add: > > AND Headers NOT LIKE '%Thread-Topic: [%' > > Or whatever you have set as $rtname in RT_SiteConfig.pm. And then have > a Perl script that just greps out the From: line from all of those > headers. Thanks. That's what I was leaning towards if RT didn't have an explicit way to do it via the search API. 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 jesse at bestpractical.com Mon Apr 10 17:58:34 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 10 Apr 2006 17:58:34 -0400 Subject: [rt-users] RT in one company sending to RT in another In-Reply-To: <443AB053.5080304@attglobal.net> References: <443AB053.5080304@attglobal.net> Message-ID: <20060410215834.GH4283@bestpractical.com> On Mon, Apr 10, 2006 at 03:21:55PM -0400, Barry L. Kline wrote: > I have an interesting problem. > > One of my vendors uses RT, as do I. When I send a request to the > vendor, I do so through my instance of RT, putting myself (or whatever > employee made the verbal request to me) as the requester and the > vendor's mailgate address as a CC:. > > The vendor gets a ticket generated in his queue as expected, but I get > no "Thank you for contacting" message from his machine giving me his > ticket number. What versions of RT? What address are you sending from? I suspect some of the "stop painful loops" behaviour is hurting you. From iqbala-rt-users at qwestip.net Mon Apr 10 18:16:42 2006 From: iqbala-rt-users at qwestip.net (Asif Iqbal) Date: Mon, 10 Apr 2006 18:16:42 -0400 Subject: Using Asterisk voicemail to generate tkt (was Re: [rt-users] RT SOAP SERVER) In-Reply-To: <57489.165.236.149.10.1144703317.squirrel@webmail.adapsnet.com> References: <6792fb9a0604100252lf30d0fncde826df3ca8d366@mail.gmail.com> <20060410203747.GA5710@qwestip.net> <57489.165.236.149.10.1144703317.squirrel@webmail.adapsnet.com> Message-ID: <20060410221642.GB5710@qwestip.net> On Mon, Apr 10, 2006 at 03:08:37PM, Greg Talbot wrote: > Asterisk is a PBX framework, so the sky is the limit. > You could have IVR prompts that allow for validation, etc. then call a > voice to text application for the forms. Depends on how complcated it I played with Festival which does text-to-voice. Is there one tool works with Solaris that does voice-to-text? > needs to be and how much code you want to write. > Or just have the .wav file sent as an attachment to RT. I rather do text-to-voice if possible Thanks for the feedback > > --gt > > > > > > On Mon, Apr 10, 2006 at 12:52:28PM, Mustafa Badawi wrote: > >> Hello all > >> > >> I have used asterisk voice mail to create tickets in rt but have not > >> been > > > > Care to share on the steps to have voicemail/voice to create a ticket? I > > am in the process of tetsing out asterisk so even if it is just for > > asterisk I like to see how it is done. > > > > Thanks > > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu "..there are two kinds of people: those who work and those who take the credit...try to be in the first group;...less competition there." - Indira Gandhi From jb at smarterliving.com Mon Apr 10 18:04:04 2006 From: jb at smarterliving.com (JB Segal) Date: Mon, 10 Apr 2006 18:04:04 -0400 Subject: [rt-users] Tools for auditing user/group permissions? (3.4.5) Message-ID: <20060410220404.GB29320@smarterliving.com> Is there any good way - a built-in that I'm not aware of, a nice external add-on, whatever - to get a readable report on all my users and what permissions they have? I've got someone noting > > Ok, got it. But I still argue that either: > > > > 1. I should be able to see any comment I have posted regardless of the > > lists I'm on, or > > > > 2. I should not be able to post comments if I'm not privileged to see > > them. > > > > and my boss replying: > Agreed with #2. That you can suggests that something is incorrect in the > permissions somewhere. JB should fix that. So it seems that it's time for me to do a full system user(-and-thus-group) audit and figure out who can do what where (and via what permissions grant.) Anyone have any ideas? Thanks in advance, JB -- JB Segal 617-886-5575 www.smartertravel.com Systems/Network Admin. 465 Medford St. Ste 400 www.bookingbuddy.com Smarter Living, Inc. Boston, MA 02129 www.tripmania.com From ESchultz at corp.untd.com Mon Apr 10 18:42:05 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Mon, 10 Apr 2006 15:42:05 -0700 Subject: [rt-users] Tools for auditing user/group permissions? (3.4.5) Message-ID: <5613F89D78D2F545A40423EBA5535C300EA65F50@LAXEVS01.lax.corp.int.untd.com> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of JB Segal > Sent: Monday, April 10, 2006 3:04 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Tools for auditing user/group permissions? (3.4.5) > > Is there any good way - a built-in that I'm not aware of, a nice > external add-on, whatever - to get a readable report on all > my users and > what permissions they have? > > I've got someone noting > > > Ok, got it. But I still argue that either: > > > > > > 1. I should be able to see any comment I have posted > regardless of the > > > lists I'm on, or > > > > > > 2. I should not be able to post comments if I'm not > privileged to see > > > them. > > > > > > > and my boss replying: > > > Agreed with #2. That you can suggests that something is > incorrect in the > > permissions somewhere. JB should fix that. > > So it seems that it's time for me to do a full system > user(-and-thus-group) audit and figure out who can do what where (and > via what permissions grant.) > > Anyone have any ideas? > > Thanks in advance, > JB > -- RTx::RightsMatrix... http://search.cpan.org/~htchapman/RTx-RightsMatrix-0.03.00/lib/RTx/Right sMatrix.pm From todd at chaka.net Mon Apr 10 20:27:42 2006 From: todd at chaka.net (Todd Chapman) Date: Mon, 10 Apr 2006 20:27:42 -0400 Subject: [rt-users] Tools for auditing user/group permissions? (3.4.5) In-Reply-To: <20060410220404.GB29320@smarterliving.com> References: <20060410220404.GB29320@smarterliving.com> Message-ID: <20060411002742.GQ30820@chaka.net> Someone mentioned RTx::RightsMatrix, which I wrote, but it only gives you the permissions for one user, group, or role at a time. I guess it could be extended to do what you want, but depending on the number of users, groups, queues, and custom fields, this could be a very expensive (in terms of CPU) report. -Todd From todd at chaka.net Mon Apr 10 22:33:00 2006 From: todd at chaka.net (Todd Chapman) Date: Mon, 10 Apr 2006 22:33:00 -0400 Subject: [rt-users] RT Customizations for charity! Message-ID: <20060411023300.GR30820@chaka.net> Fellow RT users, I'm trying to raise money for the Leukemia and Lymphoma Society. One idea I have for raising money is to do RT cusomtizations for donations to the cause. Here's how it would work: 1. Send me your customization idea and how much you would be willing to donate. 2. I'll evaluate it, ask questions, and then tell you if I can do it. 3. Once I complete the customization I'll mail it to you and post it to the wiki for others to enjoy. 4. You donate the agreed amount by credit card to my fund raising page. If you want to read about the cause or just make a donation, go to: http://www.active.com/donate/hfdmi/ToddChapman Any questions? Any takers? :) -Todd From lvanderf at internode.com.au Mon Apr 10 23:46:59 2006 From: lvanderf at internode.com.au (Luke Vanderfluit) Date: Tue, 11 Apr 2006 13:16:59 +0930 Subject: [rt-users] 'strange' performance bottlenecks Message-ID: <443B26B3.70902@internode.com.au> Hi. We have a large RT system, consisting of nearly 400000 tickets. Our set up is as follows: We have 2 machines: ticket1 (sun solaris 9) ======= apache 1.3.27 rt345 mysql4 client ticket2 (sun X4100 solaris 10) ======= mysql5 The RT instance on ticket1 is talking successfully to ticket2 and producing mostly very good speeds. However we have a 'strange problem' occurring. Every so often, twice a day, the mysql instance (on ticket2) maxes out at 99% cpu use. Then RT starts running very slowly. This bottleneck can occur unpredictably and last for up to an hour. I am currently trying to track down this problem but not having a lot of success. When the congestion occurs the mysql processlist shows around 10 similar queries such as this one: /~~~~~~~~~~~~~~~~~~~~~~~~~~~ SELECT COUNT(DISTINCT main.id) FROM Users main , Principals Principals_1, CachedGroupMembers CachedGroupMembers_2, Groups Groups_3, ACL ACL_4 WHERE ((ACL_4.PrincipalType = Groups_3.Type)) AND ((ACL_4.RightName = 'OwnTicket')) AND ((CachedGroupMembers_2.MemberId = Principals_1.id)) AND ((Groups_3.id = CachedGroupMembers_2.GroupId)) AND ((Principals_1.PrincipalType = 'User')) AND ((Principals_1.id != '1')) AND ((main.id = Principals_1.id)) AND ((ACL_4.ObjectType = 'RT::Ticket' AND ACL_4.ObjectId = 113141) OR (ACL_4.ObjectType = 'RT::Queue' AND ACL_4.ObjectId = 5) OR (ACL_4.ObjectType = 'RT::System')) AND ((Groups_3.Domain = 'RT::Ticket-Role' AND Groups_3.Instance = '113141') OR (Groups_3.Domain = 'RT::Queue-Role' AND Groups_3.Instance = '5') OR (Groups_3.Domain = 'RT::System-Role')); \___________________________ Each of these queries can take up to 100 or more seconds to complete during the bottleneck. If I run the query at 'normal' times, it returns almost immediately. It seems that the bulk of the these queries together, stifles RT and causes it to grind to a very slow pace. And maybe there is an underlying query that could cause it. My theory at present is that somewhere in the organisation someone is doing a task that includes a specific query or group of queries that causes RT to flounder. I am running rt in debug mode, but have no clues as yet as to what is causing the problem. Any help would be appreciated. Kind regards. -- Luke From msnyder at servervault.com Tue Apr 11 03:52:52 2006 From: msnyder at servervault.com (Mathew Snyder) Date: Tue, 11 Apr 2006 03:52:52 -0400 Subject: [rt-users] Custom Fields in Query Builder Message-ID: <443B6054.4010902@servervault.com> I have a single custom field that I've created. How do I get it to show up in Query Builder? -- Mathew Snyder Systems Administrator Network+ ServerVault TechOps From ruslan.zakirov at gmail.com Tue Apr 11 05:31:32 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 11 Apr 2006 13:31:32 +0400 Subject: [rt-users] Custom Fields in Query Builder In-Reply-To: <443B6054.4010902@servervault.com> References: <443B6054.4010902@servervault.com> Message-ID: <589c94400604110231t1c39d8e3of926566da65aabb@mail.gmail.com> If it's not global then add queue restriction first On 4/11/06, Mathew Snyder wrote: > I have a single custom field that I've created. How do I get it to show > up in Query Builder? > > -- > Mathew Snyder > Systems Administrator > Network+ > ServerVault TechOps > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Tue Apr 11 05:39:17 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 11 Apr 2006 13:39:17 +0400 Subject: [rt-users] Sorting tickets by ID In-Reply-To: <9C104AD2CBB9CD419C8B1C11A294BB1A6D8909@webmail.intelenet.net> References: <9C104AD2CBB9CD419C8B1C11A294BB1A6D8909@webmail.intelenet.net> Message-ID: <589c94400604110239m36f037d9w6ea3d896131af3c0@mail.gmail.com> Most probably you want to clean mason cache to see changes. On 4/6/06, Chance Ervin wrote: > We are looking to set our rt homepage to show tickets by id --> desc. > > We think we found the right file at : > /opt/rt3/local/html/Elements/MyTickets > > This shows the following content: > > <& /Elements/TicketList, > Format => "' href=\"$RT::WebPath/Ticket/Display.html?id=__id__\">__id__/TITLE:#', > ' href=\"$RT::WebPath/Ticket/Display.html?id=__id__\">__Subject__/TITL > E:Subject', Priority, QueueName, ExtendedStatus", > > Query => $Query, > OrderBy => 'Status', > Order => 'DESC', > # Order => 'ASC', > Rows => $rows, > ShowNavigation => 0 > &> > > > We changed OrderBy => 'Status', to OrderBy => 'id', but didn't see the > sort results we thought we would. Do we need to use a different keyword > than 'id'? > > Thank you. > > Chance Ervin > Intelenet Communications Inc. > OCP, SCSA, MCP > Systems Engineer > > -------------------------------------------------------------------- > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Tue Apr 11 05:40:23 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 11 Apr 2006 13:40:23 +0400 Subject: [rt-users] Force details input In-Reply-To: <20060406184658.1B7864D80A7@diesel.bestpractical.com> References: <20060406184658.1B7864D80A7@diesel.bestpractical.com> Message-ID: <589c94400604110240w530eea42vb1a0bdeaf5640716@mail.gmail.com> Only with customizations. On 4/6/06, Michael Shanks wrote: > > > > Is it possible to force a user to input their details ? IE address and > custom fields the first time they log into RT? > > > > > > > -- > No virus found in this outgoing message. > Checked by AVG Free Edition. > Version: 7.1.385 / Virus Database: 268.3.5/302 - Release Date: 05/04/2006 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Tue Apr 11 05:44:15 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 11 Apr 2006 13:44:15 +0400 Subject: [rt-users] Reply from user not working In-Reply-To: References: Message-ID: <589c94400604110244sc53796ay58e80e798b0e09d1@mail.gmail.com> It's not an error, but information. Look in the archives and in FAQ on the wiki. On 4/7/06, Michael Methe wrote: > > Here is what I see in my messages log: > > Apr 7 09:26:10 rhel RT: > No > recipients found. Not sending. > (/opt/rt3/lib/RT/Action/SendEmail.pm:247) > > Obviously there is an email address not config'd prperly but I cant find > it... > > Thanks > > -Mike M > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Tue Apr 11 06:16:55 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 11 Apr 2006 14:16:55 +0400 Subject: [rt-users] 'strange' performance bottlenecks In-Reply-To: <443B26B3.70902@internode.com.au> References: <443B26B3.70902@internode.com.au> Message-ID: <589c94400604110316y1c8ba74dq6ea45c71353c2958@mail.gmail.com> You wouldn't find anything special in RT logs. It's problem with MySQL query optimizer/planner. Could you run EXPLAIN SELECT from mysql shell several times and look if plan changes between. Also you need to run: ANALYZE TABLE ACL, CachedGroupMembers, GroupMembers, Groups, Principals, Users; From MySQL shell to update server statistics for RT tables. On 4/11/06, Luke Vanderfluit wrote: > Hi. > > We have a large RT system, consisting of nearly 400000 tickets. > Our set up is as follows: > > We have 2 machines: > > ticket1 (sun solaris 9) > ======= > apache 1.3.27 > rt345 > mysql4 client > > ticket2 (sun X4100 solaris 10) > ======= > mysql5 > > The RT instance on ticket1 is talking successfully to ticket2 and > producing mostly very good speeds. > However we have a 'strange problem' occurring. > Every so often, twice a day, the mysql instance (on ticket2) maxes out > at 99% cpu use. > Then RT starts running very slowly. > This bottleneck can occur unpredictably and last for up to an hour. > > I am currently trying to track down this problem but not having a lot of > success. > When the congestion occurs the mysql processlist shows around 10 similar > queries such as this one: > /~~~~~~~~~~~~~~~~~~~~~~~~~~~ > SELECT COUNT(DISTINCT main.id) FROM Users main , Principals > Principals_1, CachedGroupMembers CachedGroupMembers_2, Groups Groups_3, > ACL ACL_4 WHERE ((ACL_4.PrincipalType = Groups_3.Type)) AND > ((ACL_4.RightName = 'OwnTicket')) AND ((CachedGroupMembers_2.MemberId = > Principals_1.id)) AND ((Groups_3.id = CachedGroupMembers_2.GroupId)) AND > ((Principals_1.PrincipalType = 'User')) AND ((Principals_1.id != '1')) > AND ((main.id = Principals_1.id)) AND ((ACL_4.ObjectType = 'RT::Ticket' > AND ACL_4.ObjectId = 113141) OR (ACL_4.ObjectType = 'RT::Queue' AND > ACL_4.ObjectId = 5) OR (ACL_4.ObjectType = 'RT::System')) AND > ((Groups_3.Domain = 'RT::Ticket-Role' AND Groups_3.Instance = '113141') > OR (Groups_3.Domain = 'RT::Queue-Role' AND Groups_3.Instance = '5') OR > (Groups_3.Domain = 'RT::System-Role')); > \___________________________ > > Each of these queries can take up to 100 or more seconds to complete > during the bottleneck. > If I run the query at 'normal' times, it returns almost immediately. > It seems that the bulk of the these queries together, stifles RT and > causes it to grind to a very slow pace. And maybe there is an underlying > query that could cause it. > > My theory at present is that somewhere in the organisation someone is > doing a task that includes a specific query or group of queries that > causes RT to flounder. > > I am running rt in debug mode, but have no clues as yet as to what is > causing the problem. > > Any help would be appreciated. > Kind regards. > > -- > Luke > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From dshannon at techfluent.com Tue Apr 11 10:36:05 2006 From: dshannon at techfluent.com (Duncan Shannon) Date: Tue, 11 Apr 2006 09:36:05 -0500 Subject: [rt-users] RT Customizations for charity! Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB4516F0B4@TF-FS2.internal.techfluent.com> > > I'm trying to raise money for the Leukemia and Lymphoma Society. One > idea I have for raising money is to do RT cusomtizations for donations > to the cause. Here's how it would work: Great idea Todd. duncan From phanoko at yahoo.com Tue Apr 11 11:02:20 2006 From: phanoko at yahoo.com (Phanoko) Date: Tue, 11 Apr 2006 08:02:20 -0700 (PDT) Subject: [rt-users] Extract Custom Field Message-ID: <20060411150220.76699.qmail@web53905.mail.yahoo.com> I have a custom field called "phone number" in a queue called "problems" and I want the email alert to extract that custom field in the outgoing email. How do I pull a custom field like that?? __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From phanoko at yahoo.com Tue Apr 11 11:37:00 2006 From: phanoko at yahoo.com (Phanoko) Date: Tue, 11 Apr 2006 08:37:00 -0700 (PDT) Subject: [rt-users] Extract Custom Field In-Reply-To: <20060411150220.76699.qmail@web53905.mail.yahoo.com> Message-ID: <20060411153700.77888.qmail@web53913.mail.yahoo.com> Sorry all I went through the archives and found what I was looking for. Should start there every time. --- Phanoko wrote: > I have a custom field called "phone number" in a > queue > called "problems" and I want the email alert to > extract that custom field in the outgoing email. > How > do I pull a custom field like that?? > > > __________________________________________________ > 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 > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from > O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From phanoko at yahoo.com Tue Apr 11 12:23:22 2006 From: phanoko at yahoo.com (Phanoko) Date: Tue, 11 Apr 2006 09:23:22 -0700 (PDT) Subject: [rt-users] Extract Article Message-ID: <20060411162322.12452.qmail@web53903.mail.yahoo.com> This time I went all over the archives... I'm having the error with extracting articles and I found this from http://lists.bestpractical.com/pipermail/rt-users/2004-January/020191.html ... ___________ Confirmed - I was having the same issue, and I turned a FreeformSingle field into a TextSingle and it went away. Although Extract Article still doesn't seem to actually work - no errors are thrown, but when I select transactions to go into my fields, the next screen does not have any of that data actually filled in - all customfields are still blank. RT 3.0.8, RTFM 2.0.2 . - Justin ____________ I created a TextSingle called "Extract Article" and when I use it I get carried to the next page with nothing in the block. The subject carries but not the article. This is with any user including Root. As Justin in the above article I also am not seeing errors. __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From jesse at bestpractical.com Tue Apr 11 12:25:02 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 11 Apr 2006 12:25:02 -0400 Subject: [rt-users] Extract Article In-Reply-To: <20060411162322.12452.qmail@web53903.mail.yahoo.com> References: <20060411162322.12452.qmail@web53903.mail.yahoo.com> Message-ID: <20060411162502.GC4283@bestpractical.com> > > Although Extract Article still doesn't seem to > actually work - no > errors are thrown, but when I select transactions to > > RT 3.0.8, RTFM 2.0.2 . Can you try current versions? We've fixed a LOT of bugs since those days. > - Justin From cfernandez at voicesignal.com Tue Apr 11 13:23:18 2006 From: cfernandez at voicesignal.com (Christian Fernandez) Date: Tue, 11 Apr 2006 13:23:18 -0400 Subject: [rt-users] ldap? Message-ID: <443BE606.5020706@voicesignal.com> can RT get its users from any source or ldap? so we can centralized with our environment? is there any modifications done for this? does any one here writes customizations and will like to check this possible scenario for us? Thanks -------------- next part -------------- A non-text attachment was scrubbed... Name: cfernandez.vcf Type: text/x-vcard Size: 572 bytes Desc: not available URL: From barnesaw at ucrwcu.rwc.uc.edu Tue Apr 11 13:25:18 2006 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 11 Apr 2006 13:25:18 -0400 Subject: [rt-users] ldap? In-Reply-To: <443BE606.5020706@voicesignal.com> References: <443BE606.5020706@voicesignal.com> Message-ID: <443BE67E.9060106@ucrwcu.rwc.uc.edu> Search the mailing list archives. http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Search the wiki. http://wiki.bestpractical.com Do a little research. http://www.google.com Christian Fernandez wrote: > can RT get its users from any source or ldap? so we can centralized with > our environment? > is there any modifications done for this? does any one here writes > customizations and will like to check this possible scenario for us? > > Thanks > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From rrindels at gmail.com Tue Apr 11 13:46:04 2006 From: rrindels at gmail.com (Rodney Rindels) Date: Tue, 11 Apr 2006 11:46:04 -0600 Subject: [rt-users] Merging Custom Field Values Message-ID: Hello, I've gotten a little ways here on defining a custom scrip that launches on merge, not sure about if I can limit the queues like I'm doing though... ---condition--- my $txn = $self->TransactionObj; return undef unless $txn->Type =~ /^AddLink$/i; return undef unless $txn->Field =~ /^MergedInto$/i; my @queues = qw(Enrollment/Recruitment Installation Accounting HealthCheck/Follow-up); my $queue = $txn->Queue; my $qCount = grep(/\Q$queue\E/, at queues); my $cfv = $self->TicketObj->FirstCustomFieldValue('Lead Source'); return undef if (length($cfv > 0)); return undef unless $qCount >= 1; return 1; My question is really when your merging two tickets, the $self->TransactionObj is for which the ticket your merging from or the ticket your merging into? If so how do you get the other ticket in the transaction, so I can pull the custom field values I need from it to set in the merged ticket, right now, if you merge a ticket, into another, custom fields dont get merged. ... Thanks in advance, Rodney -------------- next part -------------- An HTML attachment was scrubbed... URL: From Zul.Shariff at ca.trader.com Tue Apr 11 13:51:11 2006 From: Zul.Shariff at ca.trader.com (Zul Shariff) Date: Tue, 11 Apr 2006 11:51:11 -0600 Subject: [rt-users] rt and sendmail Message-ID: Hi When an email is sent out for a resolved ticket, I notice in the maillog that the control address is listed as apache at .... Apache is the user name in my apache conf file. How does sendmail pick that up? Zul Shariff -------------- next part -------------- An HTML attachment was scrubbed... URL: From purp at acm.org Tue Apr 11 13:53:47 2006 From: purp at acm.org (Jim Meyer) Date: Tue, 11 Apr 2006 10:53:47 -0700 Subject: [rt-users] ldap? In-Reply-To: <443BE606.5020706@voicesignal.com> References: <443BE606.5020706@voicesignal.com> Message-ID: Hello! On 4/11/06, Christian Fernandez wrote: > can RT get its users from any source or ldap? so we can centralized with > our environment? > is there any modifications done for this? does any one here writes > customizations and will like to check this possible scenario for us? Yes. http://wiki.bestpractical.com/?LDAP Cheers! --j -- Jim Meyer, Geek at Large purp at acm.org From les at futuresource.com Tue Apr 11 14:03:53 2006 From: les at futuresource.com (Les Mikesell) Date: Tue, 11 Apr 2006 13:03:53 -0500 Subject: [rt-users] rt and sendmail In-Reply-To: References: Message-ID: <1144778632.22448.1.camel@les-home.futuresource.com> On Tue, 2006-04-11 at 12:51, Zul Shariff wrote: > When an email is sent out for a resolved ticket, I notice in the > maillog that the control address is listed as apache at .... > > Apache is the user name in my apache conf file. How does sendmail pick > that up? It is the unix user id of the process submitting the mail. Your web server must run as user apache. -- Les Mikesell les at futuresource.com From eric.valor at daimlerchrysler.com Tue Apr 11 14:04:06 2006 From: eric.valor at daimlerchrysler.com (eric.valor at daimlerchrysler.com) Date: Tue, 11 Apr 2006 14:04:06 -0400 Subject: [rt-users] ldap? In-Reply-To: <443BE606.5020706@voicesignal.com> Message-ID: http://lists.bestpractical.com/pipermail/rt-users/2005-May/031026.html This appears to handle LDAP (and Active Directory). I haven't implemented it (yet) but apparently there are many reports of success. The wiki has an entry about an attempt to (finally) add this into the regular code: http://wiki.bestpractical.com/index.cgi?LDAP. The Mosemann contribution appears to obsolete the Mehl contribution (which has a potentially bad security side effect). Again, I haven't tested either personally so your mileage may vary. Here's a compilation of various LDAP solutions: http://wiki.bestpractical.com/index.cgi?LdapSummary -- Eric N. Valor Sr. Systems Administrator DaimlerChrysler Research & Technology North America, Inc. eric.valor at daimlerchrysler.com 1510 Page Mill Road, Palo Alto, CA 94304 CIMS 931-00-00 650-845-2536 : This Space Intentionally Left Blank : Christian Fernandez Sent by: rt-users-bounces at lists.bestpractical.com 04/11/2006 10:23 AM To RT Users cc Subject [rt-users] ldap? can RT get its users from any source or ldap? so we can centralized with our environment? is there any modifications done for this? does any one here writes customizations and will like to check this possible scenario for us? Thanks _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: cfernandez.vcf Type: application/octet-stream Size: 593 bytes Desc: not available URL: From purp at acm.org Tue Apr 11 15:02:10 2006 From: purp at acm.org (Jim Meyer) Date: Tue, 11 Apr 2006 12:02:10 -0700 Subject: [rt-users] ldap? In-Reply-To: References: <443BE606.5020706@voicesignal.com> Message-ID: Hello! On 4/11/06, eric.valor at daimlerchrysler.com wrote: > > > http://lists.bestpractical.com/pipermail/rt-users/2005-May/031026.html > [...] > The Mosemann contribution appears to obsolete the Mehl contribution (which > has a potentially bad security side effect). Again, I haven't tested either > personally so your mileage may vary. > > Here's a compilation of various LDAP solutions: > http://wiki.bestpractical.com/index.cgi?LdapSummary > Added the Mosemann contrib to that page as well. If anyone knows of others, please feel free to tag them onto the end of that page. One stop shopping is good. =] Cheers! --j -- Jim Meyer, Geek at Large purp at acm.org -------------- next part -------------- An HTML attachment was scrubbed... URL: From sherman.boyd at gmail.com Tue Apr 11 15:17:33 2006 From: sherman.boyd at gmail.com (Sherman Boyd) Date: Tue, 11 Apr 2006 12:17:33 -0700 Subject: [rt-users] RT organization Message-ID: <40bf2c5f0604111217r6b608ce9p77a351ac2726e2e6@mail.gmail.com> Hi, I've installed RT and have been playing around with it and am ready to implement. I'm a small computer consultant shop, and my clients are small to medium sized businesses (10-50 employees). I'd like to have the flexibility to either assign one user and password for the whole organization, or multiple users per company. When there is more than one user, I want them to be able to view the entire history for that organization. My first idea was to give each company a different queue, and give each company a group. Add each member of the company to the group and set the permission on the queue so that group could view it. But it appears I can't add non-privileged users to a group. The only solution I can find is to have one queue with one user per company. Does anyone have some advice? What's the best way to organize my customers and queues in this situation? -- Best regards, Sherman Boyd From jcolson at realm.ination.cc Tue Apr 11 15:40:05 2006 From: jcolson at realm.ination.cc (Joshua Colson) Date: Tue, 11 Apr 2006 12:40:05 -0700 Subject: [rt-users] RT organization In-Reply-To: <40bf2c5f0604111217r6b608ce9p77a351ac2726e2e6@mail.gmail.com> References: <40bf2c5f0604111217r6b608ce9p77a351ac2726e2e6@mail.gmail.com> Message-ID: <1144784406.10170.3.camel@s60r.ination.com> On Tue, 2006-04-11 at 12:17 -0700, Sherman Boyd wrote: > Hi, > > I've installed RT and have been playing around with it and am ready to > implement. I'm a small computer consultant shop, and my clients are > small to medium sized businesses (10-50 employees). I'd like to have > the flexibility to either assign one user and password for the whole > organization, or multiple users per company. When there is more than > one user, I want them to be able to view the entire history for that > organization. > > My first idea was to give each company a different queue, and give > each company a group. Add each member of the company to the group and > set the permission on the queue so that group could view it. But it > appears I can't add non-privileged users to a group. Non privileged users can only see their own tickets, so it shouldn't matter that you cannot assign them to a group. From putzoa at gmx.de Tue Apr 11 15:47:14 2006 From: putzoa at gmx.de (Andreas Putzo) Date: Tue, 11 Apr 2006 21:47:14 +0200 Subject: [rt-users] RT organization In-Reply-To: <40bf2c5f0604111217r6b608ce9p77a351ac2726e2e6@mail.gmail.com> References: <40bf2c5f0604111217r6b608ce9p77a351ac2726e2e6@mail.gmail.com> Message-ID: <200604112147.14813.putzoa@gmx.de> On Tuesday 11 April 2006 21:17, Sherman Boyd wrote: > My first idea was to give each company a different queue, and give > each company a group. Add each member of the company to the group and > set the permission on the queue so that group could view it. But it > appears I can't add non-privileged users to a group. You can create a privileged user, add it to the group, and set the user as unprivileged afterwards. The user will still be member of the group. Bug or feature? :) Why do you want the users to be non-privileged? You still can assign all the rights via group rights. regards, Andreas Putzo From rrindels at gmail.com Tue Apr 11 16:13:21 2006 From: rrindels at gmail.com (Rodney Rindels) Date: Tue, 11 Apr 2006 14:13:21 -0600 Subject: [rt-users] On Queue Change Message-ID: I have a custom scrip that were trying to get to fire on a Queue Change to Round Robin the owner assignment. Description: QueueChangeHCAutoAssign Condition: On Queue Change Action: user Defined Template: Global Template Transaction Stage: Transaction Complete Custom Condition: return 1; Custom Action Preperation Code: return 1; Custom Action Cleanup Code: my $QueueName = "HealthCheck/Follow-up"; return 1 unless $self->TicketObj->QueueObj->Name eq $QueueName; my %hash = ( '0' => 'user0', '1' => 'user1', '2' => 'user2', '3' => 'user3', '4' => 'user4', '5' => 'user5', '6' => 'user6', '7' => 'user7'); my $user = $hash{int(rand(8))}; $RT::Logger->info("Auto assigning ticket #". $self->TicketObj->id ." to user $user" ); my ($status, $msg) = $self->TicketObj->SetOwner( $user ); unless( $status ) { $RT::Logger->warning( "Impossible to assign the ticket to $user: $msg" ); return undef; } 1; Looking at the log, it seems as if this Global Scrip is never firing? Is there a problem with the On Queue Change, or Do I have something Borked up here? 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URL: From todd at chaka.net Tue Apr 11 16:23:51 2006 From: todd at chaka.net (Todd Chapman) Date: Tue, 11 Apr 2006 16:23:51 -0400 Subject: [rt-users] On Queue Change In-Reply-To: References: Message-ID: <20060411202351.GU30820@chaka.net> Maybe "return 1 unless" should be "return 1 if"? -Todd On Tue, Apr 11, 2006 at 02:13:21PM -0600, Rodney Rindels wrote: > I have a custom scrip that were trying to get to fire on a Queue Change to > Round Robin the owner assignment. > > Description: QueueChangeHCAutoAssign > Condition: On Queue Change > Action: user Defined > Template: Global Template Transaction > Stage: Transaction Complete > > Custom Condition: return 1; > Custom Action Preperation Code: return 1; > Custom Action Cleanup Code: > my $QueueName = "HealthCheck/Follow-up"; > return 1 unless $self->TicketObj->QueueObj->Name eq $QueueName; > my %hash = ( > '0' => 'user0', > '1' => 'user1', > '2' => 'user2', > '3' => 'user3', > '4' => 'user4', > '5' => 'user5', > '6' => 'user6', > '7' => 'user7'); > > my $user = $hash{int(rand(8))}; > > $RT::Logger->info("Auto assigning ticket #". $self->TicketObj->id ." to user > $user" ); > > my ($status, $msg) = $self->TicketObj->SetOwner( $user ); > > unless( $status ) { > $RT::Logger->warning( "Impossible to assign the ticket to $user: $msg" ); > return undef; > } > > 1; > > Looking at the log, it seems as if this Global Scrip is never firing? Is > there a problem with the On Queue Change, or Do I have something Borked up > here? > > Thanks, > > Rodney > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From rrindels at gmail.com Tue Apr 11 16:26:34 2006 From: rrindels at gmail.com (Rodney Rindels) Date: Tue, 11 Apr 2006 14:26:34 -0600 Subject: [rt-users] On Queue Change In-Reply-To: <20060411202351.GU30820@chaka.net> References: <20060411202351.GU30820@chaka.net> Message-ID: Maybe "return 1 unless" should be "return 1 if"? -Todd Tried both ways, seems as if the scrip never fires even..Like it can't detect on "On Change Queue" Thanks Anyway :-) Rodney -------------- next part -------------- An HTML attachment was scrubbed... URL: From putzoa at gmx.de Tue Apr 11 16:48:26 2006 From: putzoa at gmx.de (Andreas Putzo) Date: Tue, 11 Apr 2006 22:48:26 +0200 Subject: [rt-users] On Queue Change In-Reply-To: References: <20060411202351.GU30820@chaka.net> Message-ID: <200604112248.26312.putzoa@gmx.de> On Tuesday 11 April 2006 22:26, Rodney Rindels wrote: > Tried both ways, seems as if the scrip never fires even..Like it can't > detect on "On Change Queue" try the following :) Custom Action Cleanup Code: > my $QueueName = "HealthCheck/Follow-up"; $RT::Logger->info("scrip fired with queue name: ".$self->blabla->Name); > return 1 unless $self->TicketObj->QueueObj->Name eq $QueueName; > > Thanks Anyway :-) > Rodney From rrindels at gmail.com Tue Apr 11 17:27:44 2006 From: rrindels at gmail.com (Rodney Rindels) Date: Tue, 11 Apr 2006 15:27:44 -0600 Subject: [rt-users] On Queue Change In-Reply-To: <200604112248.26312.putzoa@gmx.de> References: <20060411202351.GU30820@chaka.net> <200604112248.26312.putzoa@gmx.de> Message-ID: Custom Action Cleanup Code: > my $QueueName = "HealthCheck/Follow-up"; $RT::Logger->info("scrip fired with queue name: ".$self->blabla->Name); Nope, never fires...ug. I dont get it... -------------- next part -------------- An HTML attachment was scrubbed... URL: From blkline at attglobal.net Tue Apr 11 17:48:02 2006 From: blkline at attglobal.net (Barry L. Kline) Date: Tue, 11 Apr 2006 17:48:02 -0400 Subject: [rt-users] RT in one company sending to RT in another In-Reply-To: <20060410215834.GH4283@bestpractical.com> References: <443AB053.5080304@attglobal.net> <20060410215834.GH4283@bestpractical.com> Message-ID: <443C2412.8020301@attglobal.net> Jesse Vincent wrote: > > What versions of RT? What address are you sending from? I suspect some > of the "stop painful loops" behaviour is hurting you. > Hi Jesse, thanks for the reply. My version is 3.4.5. His version is 3.4.4. My mailgate address is it-support at mycompany.com. His mailgate address is contact at hiscompany.com. Thus, I add contact at hiscompany.com as a CC address. Barry From jesse at bestpractical.com Tue Apr 11 18:05:05 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 11 Apr 2006 18:05:05 -0400 Subject: [rt-users] "Official" RT IRC channel. Message-ID: <20060411220505.GI4283@bestpractical.com> For some time now, RT irc channels have been around, but not that populous. A fair number of folks have started to hang out on #rt on irc.perl.org. A nontrivial number of those folks are BPS Staff. Today, one user remarked: man this place is like going back stage at an RT rock concert I think it's time to make that place _center_ stage at the perpetual RT rock concert. Please join us on #rt on irc.perl.org to chatter about RT until local noise ordinances or complaints from the neighbors force us to shut down and move the party elsewhere. Best, Jesse -- From mikef at ack.Berkeley.EDU Wed Apr 12 00:04:28 2006 From: mikef at ack.Berkeley.EDU (Mike Friedman) Date: Tue, 11 Apr 2006 21:04:28 -0700 (PDT) Subject: [rt-users] RT 3.4.2 problem after upgrading perl In-Reply-To: References: <20060411202351.GU30820@chaka.net> Message-ID: <20060411195541.R85141@malcolm.berkeley.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Today, we upgraded our perl to a new version (from 5.8.6 to 5.8.8). We then rebuilt RT (3.4.2). RT still works, except for the following: (1) Every time we access an RT web page, these messages appear in the httpd-error.log: FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value in concatenation (.) or string at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Resolver/File.pm line 51. FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value in length at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Resolver/File.pm line 52. (2) The BrandedQueues extension that was running before is not being picked up by RT. I tried reinstalling it, but am told it already exists, so the install doesn't seem to complete cleanly. When I try to uninstall it (make uninstall), I'm told that the 'uninstall' target is deprecated and to delete the two perl module files manually. I did that, but reinstalling behaves the same way and RT is not picking up the Extension. Any 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/AwUBRDx8Uq0bf1iNr4mCEQJY7wCg7K8DRf3/lZfy0m3ieLZiclNS9RUAoNgQ uZs8i+InK0r02QXLjWG95+um =rzim -----END PGP SIGNATURE----- From astrachan at inter-systems.com.au Wed Apr 12 00:30:47 2006 From: astrachan at inter-systems.com.au (Alex Strachan) Date: Wed, 12 Apr 2006 14:30:47 +1000 Subject: [rt-users] TicketSQL, QueryBuilder search construction for returning ticket id's which don't have a specifc Requestor.Name Message-ID: <200604120430.k3C4UmfQ003674@mail-pop3-1.server101.com> TicketSQL question when searching on Requestor.Name. I have reviewed the Wiki and the RT book but been unable to construct a TicketSQL statement to return my requirements. The QueryBuilder shows the same result set. Is it something to do with joins? OS: RHES4, RT: 3.4.5 Setup: ticket/100 contains Requestors: ReqA, ReqB ticket/101 contains Requestors: ReqA Command: rt list -i "Requestor.Name != 'ReqB'" ->ticket/100 ->ticket/101 What is the TicketSQL construct that would return ticket/101 only ? Using LIKE, NOT LIKE I'm still unable to return the single ticket. Alex Strachan From msnyder at servervault.com Wed Apr 12 00:34:13 2006 From: msnyder at servervault.com (Mathew Snyder) Date: Wed, 12 Apr 2006 00:34:13 -0400 Subject: [rt-users] Shredder Link Message-ID: <443C8345.3030402@servervault.com> I've noticed a link called "Shredder" at the bottom right. This apparently points to /Admin/Tools/Shredder/Search.html. However, when clicking the link I get a 404 error telling me it isn't found. Am I missing a something? -- Mathew Snyder Systems Administrator Network+ ServerVault TechOps From msnyder at servervault.com Wed Apr 12 00:39:18 2006 From: msnyder at servervault.com (Mathew Snyder) Date: Wed, 12 Apr 2006 00:39:18 -0400 Subject: [rt-users] Shredder Link In-Reply-To: <443C8345.3030402@servervault.com> References: <443C8345.3030402@servervault.com> Message-ID: <443C8476.3070803@servervault.com> To clarify, the link is at the bottom, right of pages listing found tickets after a search. Mathew Snyder Systems Administrator Network+ ServerVault TechOps Mathew Snyder wrote: > I've noticed a link called "Shredder" at the bottom right. This > apparently points to /Admin/Tools/Shredder/Search.html. However, when > clicking the link I get a 404 error telling me it isn't found. Am I > missing a something? > From yusy at clusterfs.com Wed Apr 12 00:31:42 2006 From: yusy at clusterfs.com (Yu Suyuan) Date: Wed, 12 Apr 2006 12:31:42 +0800 Subject: [rt-users] password for the user who is autocreated on ticket submission Message-ID: <443C82AE.80509@clusterfs.com> Hello all, When a new user send to RT, RT will create a unpriviledged user by default, then how about its password? the user can login RT web interface only after administrator set its password, right? Any reply will be appreciated, yusy From todd at chaka.net Wed Apr 12 01:01:15 2006 From: todd at chaka.net (Todd Chapman) Date: Wed, 12 Apr 2006 01:01:15 -0400 Subject: [rt-users] Shredder Link In-Reply-To: <443C8476.3070803@servervault.com> References: <443C8345.3030402@servervault.com> <443C8476.3070803@servervault.com> Message-ID: <20060412050115.GZ30820@chaka.net> That means someone has installed RTx::Shredder from CPAN. On Wed, Apr 12, 2006 at 12:39:18AM -0400, Mathew Snyder wrote: > To clarify, the link is at the bottom, right of pages listing found > tickets after a search. > > Mathew Snyder > Systems Administrator > Network+ > ServerVault TechOps > > > > Mathew Snyder wrote: > > I've noticed a link called "Shredder" at the bottom right. This > > apparently points to /Admin/Tools/Shredder/Search.html. However, when > > clicking the link I get a 404 error telling me it isn't found. Am I > > missing a something? > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From putzoa at gmx.de Wed Apr 12 01:01:31 2006 From: putzoa at gmx.de (Andreas Putzo) Date: Wed, 12 Apr 2006 07:01:31 +0200 Subject: [rt-users] Variables in Ticket Search Message-ID: <200604120701.31695.putzoa@gmx.de> Hi all, is it possible to use variables in ticket search? I'd like to create saved searches a la Status = 'stalled' AND Owner = $session{CurrentUser}. regards, Andreas Putzo From msnyder at servervault.com Wed Apr 12 01:11:53 2006 From: msnyder at servervault.com (Mathew Snyder) Date: Wed, 12 Apr 2006 01:11:53 -0400 Subject: [rt-users] Shredder Link In-Reply-To: <20060412050115.GZ30820@chaka.net> References: <443C8345.3030402@servervault.com> <443C8476.3070803@servervault.com> <20060412050115.GZ30820@chaka.net> Message-ID: <443C8C19.9030604@servervault.com> How does one fix this? Mathew Snyder Systems Administrator Network+ ServerVault TechOps Todd Chapman wrote: > That means someone has installed RTx::Shredder from CPAN. > > On Wed, Apr 12, 2006 at 12:39:18AM -0400, Mathew Snyder wrote: >> To clarify, the link is at the bottom, right of pages listing found >> tickets after a search. >> >> Mathew Snyder >> Systems Administrator >> Network+ >> ServerVault TechOps >> >> >> >> Mathew Snyder wrote: >>> I've noticed a link called "Shredder" at the bottom right. This >>> apparently points to /Admin/Tools/Shredder/Search.html. However, when >>> clicking the link I get a 404 error telling me it isn't found. Am I >>> missing a something? >>> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > From telemole at gmail.com Wed Apr 12 09:35:32 2006 From: telemole at gmail.com (TeleMole) Date: Wed, 12 Apr 2006 09:35:32 -0400 Subject: [rt-users] shredder guide? Message-ID: Hi all, We've recently started using RT in production and I am hoping to find a very simple way to install and use rt-shredder to keep the DB under control. Does anyone know of any guides to this installation? I have had a peek in the RT-Wiki and it simply points to the C-Pan site which then confuses me silly :) Any help would be appreciated. Cheers, Sean Daniels From frederic.vandevelde at paradigmo.com Wed Apr 12 10:25:24 2006 From: frederic.vandevelde at paradigmo.com (Frederic Van De Velde) Date: Wed, 12 Apr 2006 16:25:24 +0200 Subject: [rt-users] onMerge template Message-ID: <443D0DD4.8090007@paradigmo.com> Hi, I wanted to notify the requestor when a ticket merge occurs. I have created a user defined scrips action that only trigger my template when a merge occurs (as described on http://wiki.bestpractical.com/index.cgi?OnMerge) This works perfectly but I have problems defining what to report in my template. I want to include the subject of the ticket getting merge into the new one, is it possible ? Example: Subject: {$MergedTicket->Subject} - merged into #{$Ticket->Id} Dear {$Ticket->CreatorObj->RealName}, This is to notify you that your ticket: #{$Transaction->ObjectId} - {$MergedTicket->Subject} has been merged into ticket: #{$Ticket->Id} - {$Ticket->Subject} Any idea on how to retrieve the merged ticket subject ? Regards, Frederic. From jesse at bestpractical.com Wed Apr 12 10:56:43 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 12 Apr 2006 10:56:43 -0400 Subject: [rt-users] RT in one company sending to RT in another In-Reply-To: <443C2412.8020301@attglobal.net> References: <443AB053.5080304@attglobal.net> <20060410215834.GH4283@bestpractical.com> <443C2412.8020301@attglobal.net> Message-ID: <20060412145643.GV4283@bestpractical.com> On Tue, Apr 11, 2006 at 05:48:02PM -0400, Barry L. Kline wrote: > Jesse Vincent wrote: > > > > >What versions of RT? What address are you sending from? I suspect some > >of the "stop painful loops" behaviour is hurting you. > > > > Hi Jesse, thanks for the reply. > > My version is 3.4.5. His version is 3.4.4. > > My mailgate address is it-support at mycompany.com. His mailgate address > is contact at hiscompany.com. > > Thus, I add contact at hiscompany.com as a CC address. That should work ok. (We've done it with customers before.) From ESchultz at corp.untd.com Wed Apr 12 11:15:55 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Wed, 12 Apr 2006 08:15:55 -0700 Subject: [rt-users] TicketSQL, QueryBuilder search construction for returning ticketid's which don't have a specifc Requestor.Name Message-ID: <5613F89D78D2F545A40423EBA5535C300EB2E2A2@LAXEVS01.lax.corp.int.untd.com> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Alex Strachan > Sent: Tuesday, April 11, 2006 9:31 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] TicketSQL,QueryBuilder search > construction for returning ticketid's which don't have a > specifc Requestor.Name > > TicketSQL question when searching on Requestor.Name. I have > reviewed the > Wiki and the RT book but been unable to construct a TicketSQL > statement to > return my requirements. > > The QueryBuilder shows the same result set. Is it something > to do with > joins? > > OS: RHES4, RT: 3.4.5 > > Setup: > ticket/100 contains > Requestors: ReqA, ReqB > > ticket/101 contains > Requestors: ReqA > > Command: > rt list -i "Requestor.Name != 'ReqB'" > ->ticket/100 > ->ticket/101 > > What is the TicketSQL construct that would return ticket/101 only ? > > > Using LIKE, NOT LIKE I'm still unable to return the single ticket. > > > Alex Strachan It has to do with how the schema is set up. I ran into the same problem, and unfortunately, there doesn't appear to be a solution other than refactoring the DB schema. In fact, I filed a bug for this: http://rt3.fsck.com/Ticket/Display.html?id=7197. You'll see the kind of queries I am trying to do there. It wasn't working in any of the 3.4.x or 3.5.x code. I had thought that something like doing a UNION somewhere in the query might be the solution, but I hadn't sat down to think it through. The problem is getting that into the searchbuilder code abstractly. Eric Schultz United Online From sr at pacwan.net Wed Apr 12 10:21:21 2006 From: sr at pacwan.net (Stephane Robert - PacWan) Date: Wed, 12 Apr 2006 16:21:21 +0200 Subject: [rt-users] give view access with login/password Message-ID: <7.0.1.0.2.20060412160928.0355aec8@pacwan.net> Hello, I'm quite new to customizing RT even if I use it for a while now, as a technical support ticketing system. I'd like to get some common advices to help me find how to do what I'd like. Here's the situation : there are 3 people opening ticket when they received some phone calls. In the ticket there is a custom filed corresponding to a unique customer number. What I'd like to do would be to give web access to a customer toi our ticketing system, so that with a unique login/password, he would be able to see (only see, and maybe comment) all ticket that have been opened for him (and not opened by him as customers don't open ticket, only hotliners open ticket for them). Is there an easy way to do this with out-of-the-box version of RT, or do I need to develop some web pages with clever PHP/SQL requests?? Couldn't I create a user for the customer, make this user CCd (for example) of a ticket opened for him, and then the customer, when he'd log on RT's start page could search/see all ticket opened for him? Thanks in advance for any advice! From asparks at doublesparks.net Wed Apr 12 11:06:02 2006 From: asparks at doublesparks.net (Alan Sparks) Date: Wed, 12 Apr 2006 09:06:02 -0600 (MDT) Subject: [rt-users] Cleaning up users table after new email domain Message-ID: <34866.216.150.62.80.1144854362.squirrel@216.150.62.80> Company I work for just changed names, and email address domains. This has led unfortunately to our RT system now having autocreated users with these new email address accounts, as well as the original accounts. Question: Is there a tool or procedure that can help me "collapse" these new accounts to the original account names? In other words, if "userx" exists, reset the tickets etc. for "userx at newdomain.com" to "userx"? Thanks for any references. -Alan =========== Alan Sparks, UNIX/Linux Systems Administrator From saw at absoft.com Wed Apr 12 11:40:50 2006 From: saw at absoft.com (Stephanie Woulfe) Date: Wed, 12 Apr 2006 11:40:50 -0400 Subject: [rt-users] Accidently deleted global template "Status Change" Message-ID: I accidently deleted the Status Change template under 'Configuration' -> 'Global' -> 'Templates' - > 'Status Change' Can someone share the contents of what should be in the 'Content' section of that template as default? Thanks in advance. From jcolson at realm.ination.cc Wed Apr 12 11:48:58 2006 From: jcolson at realm.ination.cc (Joshua Colson) Date: Wed, 12 Apr 2006 08:48:58 -0700 Subject: [rt-users] give view access with login/password In-Reply-To: <7.0.1.0.2.20060412160928.0355aec8@pacwan.net> References: <7.0.1.0.2.20060412160928.0355aec8@pacwan.net> Message-ID: <1144856938.12720.2.camel@s60r.ination.com> On Wed, 2006-04-12 at 16:21 +0200, Stephane Robert - PacWan wrote: > Hello, > I'm quite new to customizing RT even if I use it for a while now, as > a technical support ticketing system. > I'd like to get some common advices to help me find how to do what I'd like. > Here's the situation : there are 3 people opening ticket when they > received some phone calls. In the ticket there is a custom filed > corresponding to a unique customer number. > What I'd like to do would be to give web access to a customer toi our > ticketing system, so that with a unique login/password, he would be > able to see (only see, and maybe comment) all ticket that have been > opened for him (and not opened by him as customers don't open ticket, > only hotliners open ticket for them). > Is there an easy way to do this with out-of-the-box version of RT, or > do I need to develop some web pages with clever PHP/SQL requests?? > Couldn't I create a user for the customer, make this user CCd (for > example) of a ticket opened for him, and then the customer, when > he'd log on RT's start page could search/see all ticket opened for him? > Thanks in advance for any advice! > Maybe I don't understand what you're asking for, but it seems this is precisely what the RT Self Service interface does. Just have your 'hotliners' set the requester to the customer's email address when they open the ticket. Then the customer can log in to RT's Self Service interface and see their ticket(s). > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > > !DSPAM:14,443d1b2b141057810311426! > > From mike at tekniq.org Wed Apr 12 11:52:49 2006 From: mike at tekniq.org (Michael Shanks) Date: Wed, 12 Apr 2006 16:52:49 +0100 Subject: [rt-users] rt create cli Message-ID: <002501c65e49$27c34510$0a02a8c0@PCMichael> Hello I can create users on the CLI perfectly... well nearly perfectly, I have several custom fields created and I would like to set these up at the same time however... ./rt create -t user set name=clitest6 emailaddress=test6 at test.com password=testing maidenname=humphrey results in # User 182 created. # maidenname: Unknown field. I have created this field in the custom field and assigned it to users and can fill it in on the webbased form, do I need to pass a different command to "rt" Mike From sr at pacwan.net Wed Apr 12 11:55:20 2006 From: sr at pacwan.net (Stephane Robert - PacWan) Date: Wed, 12 Apr 2006 17:55:20 +0200 Subject: [rt-users] give view access with login/password In-Reply-To: <1144856938.12720.2.camel@s60r.ination.com> References: <7.0.1.0.2.20060412160928.0355aec8@pacwan.net> <1144856938.12720.2.camel@s60r.ination.com> Message-ID: <7.0.1.0.2.20060412175437.03420f48@pacwan.net> My god, yes it seems :-/ I'm going to have a look, sorry if it was indeef what I'm looking for !! >On Wed, 2006-04-12 at 16:21 +0200, Stephane Robert - PacWan wrote: > > Hello, > > I'm quite new to customizing RT even if I use it for a while now, as > > a technical support ticketing system. > > I'd like to get some common advices to help me find how to do > what I'd like. > > Here's the situation : there are 3 people opening ticket when they > > received some phone calls. In the ticket there is a custom filed > > corresponding to a unique customer number. > > What I'd like to do would be to give web access to a customer toi our > > ticketing system, so that with a unique login/password, he would be > > able to see (only see, and maybe comment) all ticket that have been > > opened for him (and not opened by him as customers don't open ticket, > > only hotliners open ticket for them). > > Is there an easy way to do this with out-of-the-box version of RT, or > > do I need to develop some web pages with clever PHP/SQL requests?? > > Couldn't I create a user for the customer, make this user CCd (for > > example) of a ticket opened for him, and then the customer, when > > he'd log on RT's start page could search/see all ticket opened for him? > > Thanks in advance for any advice! > > > >Maybe I don't understand what you're asking for, but it seems this is >precisely what the RT Self Service interface does. Just have your >'hotliners' set the requester to the customer's email address when they >open the ticket. Then the customer can log in to RT's Self Service >interface and see their ticket(s). > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > > > > !DSPAM:14,443d1b2b141057810311426! > > > > From barnesaw at ucrwcu.rwc.uc.edu Wed Apr 12 12:09:56 2006 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 12 Apr 2006 12:09:56 -0400 Subject: [rt-users] give view access with login/password In-Reply-To: <7.0.1.0.2.20060412175437.03420f48@pacwan.net> References: <7.0.1.0.2.20060412160928.0355aec8@pacwan.net> <1144856938.12720.2.camel@s60r.ination.com> <7.0.1.0.2.20060412175437.03420f48@pacwan.net> Message-ID: <443D2654.7060508@ucrwcu.rwc.uc.edu> Since they will need passwords to use SelfService, you may also want to look at http://wiki.bestpractical.com/index.cgi?AutogeneratedPassword Stephane Robert - PacWan wrote: > My god, yes it seems :-/ > I'm going to have a look, sorry if it was indeef what I'm looking for !! > >> On Wed, 2006-04-12 at 16:21 +0200, Stephane Robert - PacWan wrote: >> > Hello, >> > I'm quite new to customizing RT even if I use it for a while now, as >> > a technical support ticketing system. >> > I'd like to get some common advices to help me find how to do what >> I'd like. >> > Here's the situation : there are 3 people opening ticket when they >> > received some phone calls. In the ticket there is a custom filed >> > corresponding to a unique customer number. >> > What I'd like to do would be to give web access to a customer toi our >> > ticketing system, so that with a unique login/password, he would be >> > able to see (only see, and maybe comment) all ticket that have been >> > opened for him (and not opened by him as customers don't open ticket, >> > only hotliners open ticket for them). >> > Is there an easy way to do this with out-of-the-box version of RT, or >> > do I need to develop some web pages with clever PHP/SQL requests?? >> > Couldn't I create a user for the customer, make this user CCd (for >> > example) of a ticket opened for him, and then the customer, when >> > he'd log on RT's start page could search/see all ticket opened for >> him? >> > Thanks in advance for any advice! >> > >> >> Maybe I don't understand what you're asking for, but it seems this is >> precisely what the RT Self Service interface does. Just have your >> 'hotliners' set the requester to the customer's email address when they >> open the ticket. Then the customer can log in to RT's Self Service >> interface and see their ticket(s). >> >> > _______________________________________________ >> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> > >> > Community help: http://wiki.bestpractical.com >> > Commercial support: sales at bestpractical.com >> > >> > >> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> > Buy a copy at http://rtbook.bestpractical.com >> > >> > >> > We're hiring! Come hack Perl for Best Practical: >> http://bestpractical.com/about/jobs.html >> > >> > !DSPAM:14,443d1b2b141057810311426! >> > >> > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From bobg at uic.edu Wed Apr 12 12:33:56 2006 From: bobg at uic.edu (Bob Goldstein) Date: Wed, 12 Apr 2006 11:33:56 -0500 Subject: [rt-users] Accidently deleted global template "Status Change" In-Reply-To: Your message of "Wed, 12 Apr 2006 11:40:50 EDT." Message-ID: <200604121633.k3CGXuu3011538@remora.cc.uic.edu> >I accidently deleted the Status Change template under 'Configuration' -> >'Global' -> 'Templates' - > 'Status Change' > >Can someone share the contents of what should be in the 'Content' section >of that template as default? > >Thanks in advance. Just this. bobg Subject: Status Changed to: {$Transaction->NewValue} {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} {$Transaction->Content()} From bradp at newmediagateway.com Wed Apr 12 13:25:08 2006 From: bradp at newmediagateway.com (Brad Pinkston) Date: Wed, 12 Apr 2006 12:25:08 -0500 Subject: [rt-users] Custom Statuses Message-ID: Is adding custom statuses like this really work this easily? Has anyone had any trouble with this procedure? http://wiki.bestpractical.com/index.cgi?CustomStatuses Brad Pinkston Senior Systems Administrator New Media Gateway O: 214.206.3485 M: 469.682.6487 F: 303.496.2712 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 1711 bytes Desc: image001.jpg URL: From jrandall at ziprealty.com Wed Apr 12 13:04:02 2006 From: jrandall at ziprealty.com (Jeremy Randall) Date: Wed, 12 Apr 2006 10:04:02 -0700 Subject: [rt-users] .org email address error Message-ID: Hello, I am trying to change my email address in my RT 3.4.5 profile; my new address uses a .org address. When I try to save it, I get: User jrandall: Illegal value for EmailAddress I have tried several different addresses to test. .com addresses work fine, .org addresses get the error. Has anyone encountered this, and know a fix? Thanks, JR --- Jeremy Randall Systems and Network Administrator ZipRealty, Inc. 510-735-2684 (office) 415-827-1037 (mobile) -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Wed Apr 12 14:01:13 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 12 Apr 2006 14:01:13 -0400 Subject: [rt-users] .org email address error In-Reply-To: References: Message-ID: <20060412180112.GG4283@bestpractical.com> > User jrandall: Illegal value for EmailAddress > > > I have tried several different addresses to test. .com addresses work > fine, .org addresses get the error. That suggests that RT already has a user by that email address. From ESchultz at corp.untd.com Wed Apr 12 14:17:10 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Wed, 12 Apr 2006 11:17:10 -0700 Subject: [rt-users] Custom Statuses Message-ID: <5613F89D78D2F545A40423EBA5535C300EB2E5AC@LAXEVS01.lax.corp.int.untd.com> I noticed that the link you reference says you can't have a status longer than 10 characters. Does anyone know why this is? That explains why I got the error it describes for a status of "resolved_notdone". I thought it may have been the underscore, but I never looked into it. ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Brad Pinkston Sent: Wednesday, April 12, 2006 10:25 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Custom Statuses Is adding custom statuses like this really work this easily? Has anyone had any trouble with this procedure? http://wiki.bestpractical.com/index.cgi?CustomStatuses Brad Pinkston Senior Systems Administrator New Media Gateway O: 214.206.3485 M: 469.682.6487 F: 303.496.2712 From jcolson at realm.ination.cc Wed Apr 12 14:33:28 2006 From: jcolson at realm.ination.cc (Joshua Colson) Date: Wed, 12 Apr 2006 11:33:28 -0700 Subject: [rt-users] Custom Statuses In-Reply-To: <5613F89D78D2F545A40423EBA5535C300EB2E5AC@LAXEVS01.lax.corp.int.untd.com> References: <5613F89D78D2F545A40423EBA5535C300EB2E5AC@LAXEVS01.lax.corp.int.untd.com> Message-ID: <1144866808.12720.19.camel@s60r.ination.com> On Wed, 2006-04-12 at 11:17 -0700, Schultz, Eric wrote: > I noticed that the link you reference says you can't have a status > longer than 10 characters. Does anyone know why this is? That explains > why I got the error it describes for a status of "resolved_notdone". I > thought it may have been the underscore, but I never looked into it. Because the field in the database is defined as 'Status VARCHAR(10)'. Which means that the database will not accept a value of Status longer than 10 characters. HTH Joshua Colson From ESchultz at corp.untd.com Wed Apr 12 14:54:05 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Wed, 12 Apr 2006 11:54:05 -0700 Subject: [rt-users] Custom Statuses Message-ID: <5613F89D78D2F545A40423EBA5535C300EB2E659@LAXEVS01.lax.corp.int.untd.com> > -----Original Message----- > From: Joshua Colson [mailto:jcolson at realm.ination.cc] > Sent: Wednesday, April 12, 2006 11:33 AM > To: rt-users at lists.bestpractical.com > Cc: Schultz, Eric > Subject: RE: [rt-users] Custom Statuses > > On Wed, 2006-04-12 at 11:17 -0700, Schultz, Eric wrote: > > I noticed that the link you reference says you can't have a status > > longer than 10 characters. Does anyone know why this is? > That explains > > why I got the error it describes for a status of > "resolved_notdone". I > > thought it may have been the underscore, but I never looked into it. > > Because the field in the database is defined as 'Status VARCHAR(10)'. > Which means that the database will not accept a value of Status longer > than 10 characters. > > HTH > > Joshua Colson Oh, DUH :-) Guess I could have checked this myself. In that case, issue this command to increase the upper limit on Status in MySQL: ALTER TABLE Tickets CHANGE Status Status varchar(32); Yes, "Status" should be there twice. I chose 32 because I like powers of 2 in my schema :-) Of course, the smarter thing would be to make all the columns char rather than varchar so you don't have to worry about irregular length records, and don't make the fixed-length field much larger than you need. If you can get by with 16 or 24 above, then do it. Once they are all fixed length, you get speedier queries. Other changes I would make include making Disabled and all of the Priority columns a tinyint (this puts a hard limit of 255 for the largest value, and uses half as much storage), and using timestamp rather than datetime for the date fields (since we don't extract the time separately and the former uses half the storage). When you get into the realm of 100,000 tickets, you can save a few megabytes in doing this. From maxime.levasseur at b3g-telecom.com Wed Apr 12 14:33:07 2006 From: maxime.levasseur at b3g-telecom.com (Maxime Levasseur) Date: Wed, 12 Apr 2006 20:33:07 +0200 Subject: [rt-users] Escalations by mail / rt-remind Message-ID: <443D47E3.30605@b3g-telecom.com> Hi all, I think that rt-remind is a potential answer to my problem but i'm not sure about it. RT 3.4.4 is used and works perfectly on my Linux box. Off course i tried to find an answer myself but without success for the moment .. maybe you can help. My need : I just want to send emails to 'managers' when some conditions are true for some tickets. I don't want any priority escalation through RT::Action::SetPriority module. The script will be put in my crontab. For example, if a ticket stays untouched in the queue 'Alpha' during 2 hours and if its status is 'new' or 'opened', i need to notify the management about it through an email sent to an email adress ( always the same ) .. I understood that rt-crontool is not a possible way to send emails. However and as i'm not a perl addict, i can't see how to modify rt-remind to answer my need. Now i'm not just sure that rt-remind is the best response to my problem and any suggestion / how to / example will be really appreciated. Best regards, max. From ruslan.zakirov at gmail.com Wed Apr 12 15:25:04 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 12 Apr 2006 23:25:04 +0400 Subject: [rt-users] shredder guide? In-Reply-To: References: Message-ID: <589c94400604121225q62c291f4j92be3df550692c44@mail.gmail.com> http://search.cpan.org/src/RUZ/RTx-Shredder-0.03_03/INSTALL http://search.cpan.org/~ruz/RTx-Shredder-0.03_03/sbin/rtx-shredder On 4/12/06, TeleMole wrote: > Hi all, > > We've recently started using RT in production and I am hoping to find > a very simple way to install and use rt-shredder to keep the DB under > control. Does anyone know of any guides to this installation? > > I have had a peek in the RT-Wiki and it simply points to the C-Pan > site which then confuses me silly :) Any help would be appreciated. > > Cheers, > Sean Daniels > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From sturner at MIT.EDU Wed Apr 12 16:13:36 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 12 Apr 2006 16:13:36 -0400 Subject: [rt-users] Searching for tickets with null date Message-ID: <6.2.3.4.2.20060412160738.03372c60@po14.mit.edu> I'm trying to do a search in the Query Builder interface for tickets with null Told (Last Contacted) date - I can't figure out how to do it. Does anyone know how? Thanks, Steve From travis.campbell at amd.com Wed Apr 12 16:20:06 2006 From: travis.campbell at amd.com (Travis Campbell) Date: Wed, 12 Apr 2006 15:20:06 -0500 Subject: [rt-users] Debugging EX_TEMPFAIL with 3.4.3 and mailgate Message-ID: <443D60F6.3020400@amd.com> Hello, One of our users has sent our RT system a message that keeps dumping rt-mailgate with EX_TEMPFAIL errors. I managed to grab a copy of the message from the mail queue and recreate it so I could manually inject it in with debugging turned on. I get the following: $ cat cyrus |/opt/rt3/bin/rt-mailgate --queue Mask --action correspond --url http://helpus/ --debug Connecting to http://helpus//REST/1.0/NoAuth/mail-gateway at /opt/rt3/bin/rt-mailgate line 99, <> line 1. An Error Occurred ================= 500 read timeout This is /opt/rt3/bin/rt-mailgate exiting because of an undefined server error at /opt/rt3/bin/rt-mailgate line 147, <> line 1. The email doesn't seem anything out of the ordinary. It's about 2.5 megabytes, has five attachments, and originated from Outlook. I've verified that mysql's max packet size is well above the message size and that RT will accept attachments greater than 2.5MB. The httpd process jumps to 99% of the available CPU and consumes about 150MB of memory while processing It appears that the size of one of the attachments is causing RT to spin wildly for longer than the default timeout and I don't understand why. The specific attachment causing the most processing time is a 973KB powerpoint slide set. For now, I'm going to increase the timeout to 5 minutes, but I'd like to know what I can do to further debug what RT is doing on the backend. Anyone have suggestions or pointers on where to go to determine why RT is spinning it's wheels? It's like the MIME handling features are going off in the weeds for a bit for this message, but setting the log level to debug and watching rt.log shows nothing fruitful to chase. 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 mm at elabnet.de Wed Apr 12 18:02:44 2006 From: mm at elabnet.de (Michael Markstaller) Date: Thu, 13 Apr 2006 00:02:44 +0200 Subject: [rt-users] Customer Survey for RT 3.4 Message-ID: <57403EFC11A7D24F99E37576E21C5E330C20EB@elab4vm1.elabnet.com> once again I'm with setting up some customer survey.. Now having upgraded to RT 3.4.1 from 3.0.12 (on Debian sarge) the problem being unable to allow everyone to change/submit custom fields is resolved but the stuff posted here: http://rt3.fsck.com/Ticket/Display.html?id=3317 doesn't seem to work with RT 3.4.1 (it used to with 3.0.12 besides that noone was able to submit the survey without logging on..) I'd really love to have this integrated within RT, but I'm missing some deeper insight into RT to fix it myself, it breaks something basic with RT:Ticket using it with RT 3.4.1 If it *should* still be possible to get this to work easy I can maybe search a bit further with some hints.. Anybody updated this or is any other solution around ? tia Michael Markstaller From msnyder at servervault.com Wed Apr 12 22:53:15 2006 From: msnyder at servervault.com (Mathew Snyder) Date: Wed, 12 Apr 2006 22:53:15 -0400 Subject: [rt-users] user permissions Message-ID: <443DBD1B.1010403@servervault.com> What permission needs to be set to allow someone to see the tickets assigned to him? He can see tickets that aren't owned but anything he has either taken or has been assigned won't show up in his list of tickets owned. RT v3.5.7 -- Mathew Snyder Systems Administrator Network+ ServerVault TechOps From mikef at ack.Berkeley.EDU Wed Apr 12 23:58:41 2006 From: mikef at ack.Berkeley.EDU (Mike Friedman) Date: Wed, 12 Apr 2006 20:58:41 -0700 (PDT) Subject: [rt-users] RT 3.4.2 problem after upgrading perl Message-ID: <20060412205033.T20489@malcolm.berkeley.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 OK, I'm still having a problem getting RT::Extension::BrandedQueues to work, even though it was working before. All the pieces seem to be installed in the right places. And QueueObj->Tag is recognized by my scripts. But when I go to the web page to configure a queue, the place where you're supposed to enter the queue brand value is not there. I looked at the modules installed by the Extension and I can see where the Callback should be inserting the correct piece of html on that page. Yet, it's not happening! I've restarted Apache many times, after cleaning out the Mason cache, with no luck. Any suggestions on how I should go about figuring this out? Also, do you think the following error messages that appear in my httpd-error.log whenever I do ANY web access on an RT page: FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value in concatenation (.) or string at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Resolver/File.pm line 51. FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value in length at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Resolver/File.pm line 52. are related to my problem with the Queue Branding extension? Thanks in advance for any helpful suggestions. 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: Tue, 11 Apr 2006 21:04:28 -0700 (PDT) From: Mike Friedman Subject: [rt-users] RT 3.4.2 problem after upgrading perl Today, we upgraded our perl to a new version (from 5.8.6 to 5.8.8). We then rebuilt RT (3.4.2). RT still works, except for the following: (1) Every time we access an RT web page, these messages appear in the httpd-error.log: FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value in concatenation (.) or string at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Resolver/File.pm line 51. FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value in length at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Resolver/File.pm line 52. (2) The BrandedQueues extension that was running before is not being picked up by RT. I tried reinstalling it, but am told it already exists, so the install doesn't seem to complete cleanly. When I try to uninstall it (make uninstall), I'm told that the 'uninstall' target is deprecated and to delete the two perl module files manually. I did that, but reinstalling behaves the same way and RT is not picking up the Extension. Any ideas? Thanks. Mike -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQA/AwUBRD3MdK0bf1iNr4mCEQIcywCeKoG96RoRp4y2mf8dhYf9zmC0rnIAn2bL SnVs+tud/G/FFHM7W1GsbVhM =1xgY -----END PGP SIGNATURE----- From todd at chaka.net Thu Apr 13 00:09:46 2006 From: todd at chaka.net (Todd Chapman) Date: Thu, 13 Apr 2006 00:09:46 -0400 Subject: [rt-users] user permissions In-Reply-To: <443DBD1B.1010403@servervault.com> References: <443DBD1B.1010403@servervault.com> Message-ID: <20060413040946.GA30820@chaka.net> On Wed, Apr 12, 2006 at 10:53:15PM -0400, Mathew Snyder wrote: > What permission needs to be set to allow someone to see the tickets > assigned to him? He can see tickets that aren't owned but anything he > has either taken or has been assigned won't show up in his list of > tickets owned. > > RT v3.5.7 > Give the owner role ShowTicket. Configuration -> Global -> Group Rights -> Roles ->> Owner -> ShowTicket From yusy at clusterfs.com Thu Apr 13 00:10:18 2006 From: yusy at clusterfs.com (Yu Suyuan) Date: Thu, 13 Apr 2006 12:10:18 +0800 Subject: [rt-users] probelm on preference/search options Message-ID: <443DCF2A.1090500@clusterfs.com> Hello all, If I set Preference -> Search options -> Order by to 'id' and 'Desc' then save, it comes back 'AdminCc.EmailAddress' and 'Asc' Who can tell me what is wrong? RT v3.5.7 Many thanks, Yusy From msnyder at servervault.com Thu Apr 13 01:42:36 2006 From: msnyder at servervault.com (Mathew Snyder) Date: Thu, 13 Apr 2006 01:42:36 -0400 Subject: [rt-users] css question Message-ID: <443DE4CC.60708@servervault.com> I'm trying to find the location to change to colors for the following: The titlebox that says Ticket metadata, the titlebox that says Reminders, and the titlebox that says Custom Fields. These are some of the widgets that can be collapsed on each ticket's page. RT v3.5.7 -- Mathew Snyder Systems Administrator Network+ ServerVault TechOps From msnyder at servervault.com Thu Apr 13 04:17:18 2006 From: msnyder at servervault.com (Mathew Snyder) Date: Thu, 13 Apr 2006 04:17:18 -0400 Subject: [rt-users] css question No. 2 In-Reply-To: <443DE4CC.60708@servervault.com> References: <443DE4CC.60708@servervault.com> Message-ID: <443E090E.8010702@servervault.com> Ok, nevermind that last part. I figured it out. However, now I have another question. On pages with forms, such as the Edit Query page, there is a section that has the Reset, Submit, Add and Search, etc buttons. This is colored the default blue color (#006699). I've added a background setting to the .submit function of the forms.css file as well as all the sub-functions of .submit (.button, .extra-buttons, etc.). I just can't seem to find where I need to be changing the color for this. Any input? Mathew Snyder Systems Administrator Network+ ServerVault TechOps Mathew Snyder wrote: > I'm trying to find the location to change to colors for the following: > > The titlebox that says Ticket metadata, the titlebox that says > Reminders, and the titlebox that says Custom Fields. > > These are some of the widgets that can be collapsed on each ticket's page. > > RT v3.5.7 > From yusy at clusterfs.com Thu Apr 13 05:47:35 2006 From: yusy at clusterfs.com (Yu Suyuan) Date: Thu, 13 Apr 2006 17:47:35 +0800 Subject: [rt-users] probelm on preference/search options In-Reply-To: <443DCF2A.1090500@clusterfs.com> References: <443DCF2A.1090500@clusterfs.com> Message-ID: <443E1E37.4030908@clusterfs.com> Yu Suyuan wrote: > Hello all, > > If I set Preference -> Search options -> Order by to 'id' and 'Desc' > then save, it comes back 'AdminCc.EmailAddress' and 'Asc' > > Who can tell me what is wrong? > > RT v3.5.7 > Above also happened when editing RT at a glance, my operation is 'RT at a glance->10 highest tickets I own->edit->Order by to 'id' and 'Desc' then save', it comes back preference saved, but display order by 'AdminCc.EmailAddress' and 'Asc', then badly, 10 highest priority tickets I own disappear when return to RT at glance, I can not find them back. Any help will be appreciated, Yusy > ______________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html From Steven.Platt at HPA.org.uk Thu Apr 13 08:32:49 2006 From: Steven.Platt at HPA.org.uk (Steven Platt) Date: Thu, 13 Apr 2006 13:32:49 +0100 Subject: [rt-users] Intermittent display of changed Quick Search Message-ID: Hi, I'm trying to include stalled tickets in the Quick Search on RT at a Glance. I've followed the advice from the mailing list archives ( http://www.gossamer-threads.com/lists/engine?list=rt &do=search_results&search_forum=forum_3&search_string=quick+search&search_ty pe=AND ) and copied Quicksearch from /share/html/Elements to /local/html/Elements, where a few simple changes were made (modified Quicksearch attached). I've tried with & without 'chmod 755' if it makes a difference. The changes are only displayed periodically. They're usually OK when I first log in, but sometimes page refreshes and returning to the Home page cause the original Quicksearch table to be displayed. I'm at a loss!! We've only got 4 queues and all SQL queries return < 10 tickets in each status so I don't think there's a problem anywhere other than in RT ... but I could be wrong. Any help appreciated. TIA RT v3.4.2 (I know later versions already have what I need but we're not looking to upgrade yet) Perl v5.8.6 Steve Steve Platt Bioinformatics Support Co-ordinator Bioinformatics Unit: Statistics, Modelling & Bioinformatics Department Center for Infections Health Protection Agency 61 Colindale Avenue London UK NW9 5EQ Tel: 0208 327 6618 http://www.hpa.org.uk/srmd/bioinformatics/index.htm -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: Quicksearch Type: application/octet-stream Size: 4114 bytes Desc: not available URL: From rangarajan.radhakrishnan at bms.com Thu Apr 13 09:03:22 2006 From: rangarajan.radhakrishnan at bms.com (Rangarajan Radhakrishnan) Date: Thu, 13 Apr 2006 09:03:22 -0400 Subject: [rt-users] probelm on preference/search options In-Reply-To: <443E1E37.4030908@clusterfs.com> References: <443DCF2A.1090500@clusterfs.com> <443E1E37.4030908@clusterfs.com> Message-ID: <443E4C1A.4090201@bms.com> Yu Suyuan wrote: > Yu Suyuan wrote: > >> Hello all, >> >> If I set Preference -> Search options -> Order by to 'id' and 'Desc' >> then save, it comes back 'AdminCc.EmailAddress' and 'Asc' >> >> Who can tell me what is wrong? >> >> RT v3.5.7 >> > Above also happened when editing RT at a glance, my operation is 'RT > at a glance->10 highest tickets I own->edit->Order by to 'id' and > 'Desc' then save', it comes back preference saved, but display order > by 'AdminCc.EmailAddress' and 'Asc', then badly, 10 highest priority > tickets I own disappear when return to RT at glance, I can not find > them back. > > Any help will be appreciated, > Yusy > >> ______________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> We're hiring! Come hack Perl for Best Practical: >> http://bestpractical.com/about/jobs.html > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > I had seen this before and had reported it: http://lists.bestpractical.com/pipermail/rt-devel/2006-March/008259.html The problem that I face is that to fix this, I need to know a lot more about how the things work under the hood. It appears that: - if you do not touch those (ordering) preferences everything works fine. - if you touch it once and go back to not ordering things break - The solution I thought would work breaks down in the following scenario: When out of 4 columns (lets say cols A, B, C, D) available for sorting, if you choose A and C (not choosing B), it breaks down. From ruslan.zakirov at gmail.com Thu Apr 13 09:13:45 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 13 Apr 2006 17:13:45 +0400 Subject: [rt-users] Intermittent display of changed Quick Search In-Reply-To: References: Message-ID: <589c94400604130613t52c1d1ebp1aeec0a7e9b67dff@mail.gmail.com> Have you deleted mason cache and restarted server? On 4/13/06, Steven Platt wrote: > > > > Hi, > > > > I'm trying to include stalled tickets in the Quick Search on RT at a Glance. > > > > I've followed the advice from the mailing list archives ( > http://www.gossamer-threads.com/lists/engine?list=rt&do=search_results&search_forum=forum_3&search_string=quick+search&search_type=AND > ) and copied Quicksearch from /share/html/Elements to RT>/local/html/Elements, where a few simple changes were made (modified > Quicksearch attached). I've tried with & without 'chmod 755' if it makes a > difference. > > > > The changes are only displayed periodically. They're usually OK when I first > log in, but sometimes page refreshes and returning to the Home page cause > the original Quicksearch table to be displayed. I'm at a loss!! > > We've only got 4 queues and all SQL queries return < 10 tickets in each > status so I don't think there's a problem anywhere other than in RT ... but > I could be wrong. > > > > Any help appreciated. TIA > > > > RT v3.4.2 (I know later versions already have what I need but we're not > looking to upgrade yet) > > Perl v5.8.6 > > > > Steve > > > > Steve Platt > > Bioinformatics Support Co-ordinator > > Bioinformatics Unit: Statistics, Modelling & Bioinformatics Department > > Center for Infections > > Health Protection Agency > > 61 Colindale Avenue > > London > > UK > > NW9 5EQ > > Tel: 0208 327 6618 > > http://www.hpa.org.uk/srmd/bioinformatics/index.htm > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > > > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Thu Apr 13 09:16:47 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 13 Apr 2006 17:16:47 +0400 Subject: [rt-users] probelm on preference/search options In-Reply-To: <443E4C1A.4090201@bms.com> References: <443DCF2A.1090500@clusterfs.com> <443E1E37.4030908@clusterfs.com> <443E4C1A.4090201@bms.com> Message-ID: <589c94400604130616k5cb6d4bcn60b90716c6cc597e@mail.gmail.com> 3.6.0pre1 should fix this I think. Check it and report back. On 4/13/06, Rangarajan Radhakrishnan wrote: > > > Yu Suyuan wrote: > > > Yu Suyuan wrote: > > > >> Hello all, > >> > >> If I set Preference -> Search options -> Order by to 'id' and 'Desc' > >> then save, it comes back 'AdminCc.EmailAddress' and 'Asc' > >> > >> Who can tell me what is wrong? > >> > >> RT v3.5.7 > >> > > Above also happened when editing RT at a glance, my operation is 'RT > > at a glance->10 highest tickets I own->edit->Order by to 'id' and > > 'Desc' then save', it comes back preference saved, but display order > > by 'AdminCc.EmailAddress' and 'Asc', then badly, 10 highest priority > > tickets I own disappear when return to RT at glance, I can not find > > them back. > > > > Any help will be appreciated, > > Yusy > > > >> ______________________________________ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> Community help: http://wiki.bestpractical.com > >> Commercial support: sales at bestpractical.com > >> > >> > >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >> Buy a copy at http://rtbook.bestpractical.com > >> > >> > >> We're hiring! Come hack Perl for Best Practical: > >> http://bestpractical.com/about/jobs.html > > > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > We're hiring! Come hack Perl for Best Practical: > > http://bestpractical.com/about/jobs.html > > > I had seen this before and had reported it: > http://lists.bestpractical.com/pipermail/rt-devel/2006-March/008259.html > > The problem that I face is that to fix this, I need to know a lot more > about how the things work under the hood. It appears that: > - if you do not touch those (ordering) preferences everything works fine. > - if you touch it once and go back to not ordering things break > - The solution I thought would work breaks down in the following scenario: > When out of 4 columns (lets say cols A, B, C, D) available for > sorting, if you choose A and C (not choosing B), it breaks down. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From Steven.Platt at HPA.org.uk Thu Apr 13 09:31:43 2006 From: Steven.Platt at HPA.org.uk (Steven Platt) Date: Thu, 13 Apr 2006 14:31:43 +0100 Subject: [rt-users] Intermittent display of changed Quick Search Message-ID: That seems to have done it... I'd restarted the server but not cleared the cache (doh!) Thanks Ruslan. Steve -----Original Message----- From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] Sent: Thursday,13 April 2006 14:14 To: Steven Platt Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Intermittent display of changed Quick Search Have you deleted mason cache and restarted server? On 4/13/06, Steven Platt wrote: > > > > Hi, > > > > I'm trying to include stalled tickets in the Quick Search on RT at a Glance. > > > > I've followed the advice from the mailing list archives ( > http://www.gossamer-threads.com/lists/engine?list=rt&do=search_results&searc h_forum=forum_3&search_string=quick+search&search_type=AND > ) and copied Quicksearch from /share/html/Elements to RT>/local/html/Elements, where a few simple changes were made (modified > Quicksearch attached). I've tried with & without 'chmod 755' if it makes a > difference. > > > > The changes are only displayed periodically. They're usually OK when I first > log in, but sometimes page refreshes and returning to the Home page cause > the original Quicksearch table to be displayed. I'm at a loss!! > > We've only got 4 queues and all SQL queries return < 10 tickets in each > status so I don't think there's a problem anywhere other than in RT ... but > I could be wrong. > > > > Any help appreciated. TIA > > > > RT v3.4.2 (I know later versions already have what I need but we're not > looking to upgrade yet) > > Perl v5.8.6 > > > > Steve > > > > Steve Platt > > Bioinformatics Support Co-ordinator > > Bioinformatics Unit: Statistics, Modelling & Bioinformatics Department > > Center for Infections > > Health Protection Agency > > 61 Colindale Avenue > > London > > UK > > NW9 5EQ > > Tel: 0208 327 6618 > > http://www.hpa.org.uk/srmd/bioinformatics/index.htm > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > > > -- Best regards, Ruslan. From eichhorn at ponton-consulting.de Thu Apr 13 09:22:48 2006 From: eichhorn at ponton-consulting.de (=?UTF-8?B?SsO2cmcgRWljaGhvcm4=?=) Date: Thu, 13 Apr 2006 15:22:48 +0200 Subject: [rt-users] Searching for all tickets created on a specific date does not work as expected Message-ID: <443E50A8.6070904@ponton-consulting.de> Hello, i am trying to search for all tickets created on a specific date. In the query builder i only added the criteria "Created = '2006-04-13'" Somehow get all tickets listed which were created the day before. By entering the date of the next day, i get the results from today. The date in the column 'Created' is correct. I think there is a problem with the string -> date conversion. Is this a bug, or just a misconfiguration? I use RT 3.4.5 running on debian/stable. I installed RT manually an not used the debian package. Thanks for help. J?rg Eichhorn From Chris.Covington at plusone.com Thu Apr 13 11:45:27 2006 From: Chris.Covington at plusone.com (Covington, Chris) Date: Thu, 13 Apr 2006 11:45:27 -0400 Subject: [rt-users] 3.4.5 relogin problems Message-ID: <20060413154527.GA31255@grendel.plusone.com> Hi all, For some reason it seems our Request Tracker keeps insisting on logging users in over and over again, say each time you click on a ticket or a queue. This is RT 3.4.5 w/MySQL 4.1.14 and perl 5.8.7. RT is called with fastcgi and Apache 2.0.54. I've tried restarting MySQL and Apache to no avail. I can't find any errors in the logs. How can I troubleshoot this? thanks --- Chris Covington IT Plus One Health Management 75 Maiden Lane Suite 801 NY, NY 10038 646-312-6269 http://www.plusoneactive.com From kfh at mqsoftware.com Thu Apr 13 12:28:31 2006 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Thu, 13 Apr 2006 11:28:31 -0500 Subject: [rt-users] Integrate RT and bugzilla? Message-ID: <63BEA5E623E09F4D92233FB12A9F794309B7FB@emailmn.mqsoftware.com> We're considering using RT for our developers for day to day task management. Our defect database would stay in bugzilla, so I'm looking for a way to integrate the two. I know that I can put links on RT tickets to link them to bugzilla tickets, but I'm hoping there's some higher degree of integration possible. Has anyone got any experience with this? Google shows that people have been playing with this as far back as 2000, but I couldn't find anything constructive for RT3, and the wiki has nothing...... -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From rrindels at gmail.com Thu Apr 13 12:43:54 2006 From: rrindels at gmail.com (Rodney Rindels) Date: Thu, 13 Apr 2006 10:43:54 -0600 Subject: [rt-users] Integrate RT and bugzilla? In-Reply-To: <63BEA5E623E09F4D92233FB12A9F794309B7FB@emailmn.mqsoftware.com> References: <63BEA5E623E09F4D92233FB12A9F794309B7FB@emailmn.mqsoftware.com> Message-ID: Kelly, I know this isn't the answer to your question, but after trying what your doing, we found that just creating Custom Fields in RT, we pulled off a better integrated solution. We just wrote a few dandy scripts to pull the data out of bugzilla and hurl it into RT, including setting the custom field values to quasi-match what Bugzilla gave us, were quite happy with doing our defect tracking in RT now. That was our experience with it, Rodney On 4/13/06, Kelly F. Hickel wrote: > > We're considering using RT for our developers for day to day task > management. Our defect database would stay in bugzilla, so I'm looking for > a way to integrate the two. I know that I can put links on RT tickets to > link them to bugzilla tickets, but I'm hoping there's some higher degree of > integration possible. > > > > Has anyone got any experience with this? Google shows that people have > been playing with this as far back as 2000, but I couldn't find anything > constructive for RT3, and the wiki has nothing?? > > > > -- > > Kelly F. Hickel > Senior Software Architect > MQSoftware, Inc > 952.345.8677 > kfh at mqsoftware.com > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ESchultz at corp.untd.com Thu Apr 13 12:59:24 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Thu, 13 Apr 2006 09:59:24 -0700 Subject: [rt-users] Searching for tickets with null date Message-ID: <5613F89D78D2F545A40423EBA5535C300EB2ECCD@LAXEVS01.lax.corp.int.untd.com> > I'm trying to do a search in the Query Builder interface for tickets > with null Told (Last Contacted) date - I can't figure out how to do > it. Does anyone know how? Here's what I suggest, since this seems to be a problem with RT not knowing how to query for null dates. 1. mysql> alter table Tickets change Told Told datetime not null default '0000-00-00 00:00:00'; 2. mysql> update Tickets set Told='0000-00-00 00:00:00' where Told is null; 3. TicketSQL: Told < '1980-01-01 00:00:00' Or you can use some other really old date for 3. But now, you're dealing with valid datetime values rather than NULL, so the query with the comparison operator will work. Also note, this will not affect how "Last Contact" is displayed in the ticket display screen (it will still say "Not set"). Funny thing, however, is that this TicketSQL: Told = '0000-00-00 00:00:00' will not work. Probably due to a problem someone else posted in the list in the past day, about there being some weird off by one date calculation/string conversion or something. Eric Schultz United Online From jdenisco at evergreensolar.com Thu Apr 13 14:08:16 2006 From: jdenisco at evergreensolar.com (Jim Denisco) Date: Thu, 13 Apr 2006 14:08:16 -0400 Subject: [rt-users] Two emails sent on resolved Message-ID: Hi all, I have an issue that I'm having a problem with and was hoping someone here could help. We are running rt 3.4.5 and every time a ticket is marked resolved a comment email gets sent out with the comment and a resolve ticket gets sent with Your request on ticket [helpdesk #362]has been completed with the following comments (if any); This transaction appears to have no content How would I have just one resolved email be send with the comments Thanks Jimd -------------- next part -------------- An HTML attachment was scrubbed... URL: From plummer at geneseo.edu Thu Apr 13 15:10:27 2006 From: plummer at geneseo.edu (Shawn Plummer) Date: Thu, 13 Apr 2006 15:10:27 -0400 Subject: [rt-users] RT 3.6 Editing Searches Message-ID: <6C56516B-8370-4F43-BFDE-49E8B78CB710@geneseo.edu> I was trying to edit a saved search's display characteristics in RT 3.6 today and there was no way to insert a blank column. If you look at the default view for queues it shows a second line for each ticket with the requester and a few other fields, and pushed the requester over from the ID column to the Subject column by having a value of in the show columns entry. I was wondering if there is a way in the web interface of inserting I see NEWLINE in the options to insert but not . Does anyone know? ~~~~~~~~~~~~~ Shawn Plummer Systems Manager CIT SUNY Geneseo "The mind can make substance, and people planets of its own with beings brighter than have been, and give a breath to forms which can outlive all flesh." -Lord Byron From mike at tekniq.org Thu Apr 13 16:20:14 2006 From: mike at tekniq.org (Michael Shanks) Date: Thu, 13 Apr 2006 21:20:14 +0100 Subject: [rt-users] selfservice Message-ID: <20060413202024.DA9A74D82B1@diesel.bestpractical.com> My users selfservice only allows them to change their password, is it possible to allow them to change more details? -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.385 / Virus Database: 268.4.1/310 - Release Date: 12/04/2006 -------------- next part -------------- An HTML attachment was scrubbed... URL: From Chris.Covington at plusone.com Thu Apr 13 17:14:49 2006 From: Chris.Covington at plusone.com (Covington, Chris) Date: Thu, 13 Apr 2006 17:14:49 -0400 Subject: [rt-users] 3.4.5 relogin problems In-Reply-To: <20060413154527.GA31255@grendel.plusone.com> References: <20060413154527.GA31255@grendel.plusone.com> Message-ID: <20060413211449.GB31255@grendel.plusone.com> On Thu, Apr 13, 2006 at 11:45:27AM -0400, Covington, Chris wrote: > Hi all, > > For some reason it seems our Request Tracker keeps insisting on logging > users in over and over again, say each time you click on a ticket or a > queue. This is RT 3.4.5 w/MySQL 4.1.14 and perl 5.8.7. > RT is called with fastcgi and Apache 2.0.54. > > I've tried restarting MySQL and Apache to no avail. I can't find any > errors in the logs. How can I troubleshoot this? Finally got something in the logs: [Thu Apr 13 16:21:45 2006] [warn] FastCGI: server "/var/www/localhost/rt-3.4.5/bin/mason_handler.fcgi" (pid 21434) terminated by calling exit with status '1' [Thu Apr 13 16:21:45 2006] [warn] FastCGI: server "/var/www/localhost/rt-3.4.5/bin/mason_handler.fcgi" (uid 10015, gid 10197) restarted (pid 22132) --- Chris Covington IT Plus One Health Management 75 Maiden Lane Suite 801 NY, NY 10038 646-312-6269 http://www.plusoneactive.com From greg at wwc.edu Thu Apr 13 18:07:22 2006 From: greg at wwc.edu (Greg Cornell) Date: Thu, 13 Apr 2006 15:07:22 -0700 Subject: [rt-users] LDAP Authentication Message-ID: <443ECB9A.10006@wwc.edu> Hi All, I guess this message is really for the RT developers. Will RT ever work with LDAP "out of the box"? Meaning, will it look up user info from LDAP and authenticate to LDAP. After spending a couple of weeks so far unsuccessfully trying to get RT to authenticate and create users from LDAP, I've got to think that this is something RT should just do. Cause frankly, this is a whole lot of work, and like I mentioned, I haven't been able to get it to work (yet). (Maybe it's just me though.) It also seems that this would benefit quite a lot of RT users. Anyway, RT is wonderful, just wish it worked with LDAP. Thank you for your time, Greg From chaim.rieger at gmail.com Thu Apr 13 18:19:20 2006 From: chaim.rieger at gmail.com (Chaim Rieger) Date: Thu, 13 Apr 2006 15:19:20 -0700 Subject: [rt-users] mysql issues after a restart Message-ID: <595E05F2-7DFB-4D12-A9FE-3C63BFBE3061@gmail.com> #1016 - Can't open file: 'ACL.ibd' (errno: 1) where did this file go, and how can i recover. From Chris.Covington at plusone.com Thu Apr 13 18:36:50 2006 From: Chris.Covington at plusone.com (Covington, Chris) Date: Thu, 13 Apr 2006 18:36:50 -0400 Subject: [rt-users] 3.4.5 relogin problems Message-ID: I'm guessing that RT isn't storing the sessions properly. Is there a way I can rebuild the sessions table (MySQL 4.1.14) w/o losing data? Thanks --- Chris Covington IT Plus One Health Management 75 Maiden Lane Suite 801 NY, NY 10038 646-312-6269 http://www.plusoneactive.com From jesse at bestpractical.com Thu Apr 13 18:39:15 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 13 Apr 2006 18:39:15 -0400 Subject: [rt-users] 3.4.5 relogin problems In-Reply-To: References: Message-ID: <20060413223914.GR4283@bestpractical.com> On Thu, Apr 13, 2006 at 06:36:50PM -0400, Covington, Chris wrote: > I'm guessing that RT isn't storing the sessions properly. Is there a way I can rebuild the sessions table (MySQL 4.1.14) w/o losing data? It's more likely an issue with the cookie RT is sending and your browser, but the sessions table is safe to delete everything from. the only consequence is that all currently logged in users will be logged out. From eric.valor at daimlerchrysler.com Thu Apr 13 18:42:34 2006 From: eric.valor at daimlerchrysler.com (eric.valor at daimlerchrysler.com) Date: Thu, 13 Apr 2006 15:42:34 -0700 Subject: [rt-users] LDAP Authentication In-Reply-To: <443ECB9A.10006@wwc.edu> Message-ID: Greg: Have a look at http://wiki.bestpractical.com/index.cgi?LdapSummary. I just recently got my RT authenticating against an Active Directory server (Bill-of-Borg's modified LDAP). I used the Mosemann package with the RT_SiteConfig.pm settings modified a bit with the settings given in the Mehl documentation (to account for the different field names between LDAP and AD). For more instant feedback, check out the IRC site at irc.perl.org/#rt. The folks hanging out there are terrific. Good luck and let me know if I can help further. -- Eric N. Valor Sr. Systems Administrator DaimlerChrysler Research & Technology North America, Inc. eric.valor at daimlerchrysler.com 1510 Page Mill Road, Palo Alto, CA 94304 CIMS 931-00-00 650-845-2536 : This Space Intentionally Left Blank : Greg Cornell Sent by: rt-users-bounces at lists.bestpractical.com 04/13/2006 03:07 PM To rt-users at lists.bestpractical.com cc Subject [rt-users] LDAP Authentication Hi All, I guess this message is really for the RT developers. Will RT ever work with LDAP "out of the box"? Meaning, will it look up user info from LDAP and authenticate to LDAP. After spending a couple of weeks so far unsuccessfully trying to get RT to authenticate and create users from LDAP, I've got to think that this is something RT should just do. Cause frankly, this is a whole lot of work, and like I mentioned, I haven't been able to get it to work (yet). (Maybe it's just me though.) It also seems that this would benefit quite a lot of RT users. Anyway, RT is wonderful, just wish it worked with LDAP. Thank you for your time, Greg _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html -------------- next part -------------- An HTML attachment was scrubbed... URL: From ted at impulse.net Thu Apr 13 18:46:59 2006 From: ted at impulse.net (Ted Cabeen) Date: Thu, 13 Apr 2006 15:46:59 -0700 Subject: [rt-users] Errors when replying to a ticket with a very long subject In-Reply-To: <589c94400603231806g1142db0chbdad9673a1ac36a6@mail.gmail.com> (Ruslan Zakirov's message of "Fri, 24 Mar 2006 05:06:37 +0300") References: <87y7z3gx80.fsf@gray.impulse.net> <20060322022754.GY4283@bestpractical.com> <87r74udqpc.fsf@gray.impulse.net> <20060323003835.GD4283@bestpractical.com> <87zmjic720.fsf@gray.impulse.net> <589c94400603231806g1142db0chbdad9673a1ac36a6@mail.gmail.com> Message-ID: <87zmipum8s.fsf@gray.impulse.net> "Ruslan Zakirov" writes: > I think this was changed in some early releases of the RT 3.0, but > this was never add to the upgrade scripts or may be there were no such > scripts that time. > > http://www.gossamer-threads.com/lists/rt/commit/32003 looks as related. > > Ted, you can alter Tickets table and set length of the Subject field to 200. I went to a VARCHAR(255). We could probably use a TEXT field, but I figured I'd stick with VARCHAR for now. > We also need this ALTER TABLE queries in etc/upgrade/3.4.6/schema.* > files. Ted, could you make patch for this? :) Sure. Here's the alter table statements you'll need: ALTER TABLE transactions ADD COLUMN temp VARCHAR(255); UPDATE transactions SET temp = data; ALTER TABLE transactions RENAME COLUMN data TO deleteme; ALTER TABLE transactions RENAME COLUMN temp TO data; ALTER TABLE transactions DROP COLUMN deleteme; -- Ted Cabeen Sr. Systems/Network Administrator Impulse Internet Services LLC From chaim.rieger at gmail.com Thu Apr 13 18:54:51 2006 From: chaim.rieger at gmail.com (Chaim Rieger) Date: Thu, 13 Apr 2006 15:54:51 -0700 Subject: [rt-users] mysqlcheck rt3 -a output References: <20060413225227.0F74D56827@stg2.bizsys.tmcs> Message-ID: <2BD8355F-44E2-4B31-A077-1459F8FF35DE@gmail.com> seems that all my ibd files are gone, i believe that this has to do with LOCK/UNLOCK TABLES can somebody shed some more light. at this point i cant even do a dump, otherwise i would and reimport Begin forwarded message: > > rt3.ACL > error : Can't open file: 'ACL.ibd' (errno: 1) > rt3.Attachments > error : Can't open file: 'Attachments.ibd' (errno: 1) > rt3.Attributes > error : Can't open file: 'Attributes.ibd' (errno: 1) > rt3.CachedGroupMembers > error : Can't open file: 'CachedGroupMembers.ibd' (errno: 1) > rt3.CustomFieldValues > error : Can't open file: 'CustomFieldValues.ibd' (errno: 1) > rt3.CustomFields > error : Can't open file: 'CustomFields.ibd' (errno: 1) > rt3.GroupMembers > error : Can't open file: 'GroupMembers.ibd' (errno: 1) > rt3.Groups > error : Can't open file: 'Groups.ibd' (errno: 1) > rt3.Links > error : Can't open file: 'Links.ibd' (errno: 1) > rt3.ObjectCustomFieldValues > error : Can't open file: 'ObjectCustomFieldValues.ibd' (errno: 1) > rt3.ObjectCustomFields > error : Can't open file: 'ObjectCustomFields.ibd' (errno: 1) > rt3.Principals > error : Can't open file: 'Principals.ibd' (errno: 1) > rt3.Queues > error : Can't open file: 'Queues.ibd' (errno: 1) > rt3.ScripActions > error : Can't open file: 'ScripActions.ibd' (errno: 1) > rt3.ScripConditions > error : Can't open file: 'ScripConditions.ibd' (errno: 1) > rt3.Scrips > error : Can't open file: 'Scrips.ibd' (errno: 1) > rt3.Templates > error : Can't open file: 'Templates.ibd' (errno: 1) > rt3.Tickets > error : Can't open file: 'Tickets.ibd' (errno: 1) > rt3.Transactions > error : Can't open file: 'Transactions.ibd' (errno: 1) > rt3.Users > error : Can't open file: 'Users.ibd' (errno: 1) > rt3.sessions Table is already > up to date From greg at wwc.edu Thu Apr 13 19:28:33 2006 From: greg at wwc.edu (Greg Cornell) Date: Thu, 13 Apr 2006 16:28:33 -0700 Subject: [rt-users] LDAP Authentication In-Reply-To: References: Message-ID: <443EDEA1.7010804@wwc.edu> Hi Eric, eric.valor at daimlerchrysler.com wrote: > Have a look at http://wiki.bestpractical.com/index.cgi?LdapSummary. I > just recently got my RT authenticating against an Active Directory > server (Bill-of-Borg's modified LDAP). Yup. This is where I've got most of my information from. Still having trouble getting the auto-create stuff working. I think I have it at least trying to look up info from LDAP. > For more instant feedback, check out the IRC site at irc.perl.org/#rt. > The folks hanging out there are terrific. Thanks, I'll give it a try. Greg From Chris.Covington at plusone.com Thu Apr 13 21:23:25 2006 From: Chris.Covington at plusone.com (Covington, Chris) Date: Thu, 13 Apr 2006 21:23:25 -0400 Subject: [rt-users] 3.4.5 relogin problems In-Reply-To: <20060413223914.GR4283@bestpractical.com> References: <20060413223914.GR4283@bestpractical.com> Message-ID: <20060414012325.GA30938@grendel.plusone.com> On Thu, Apr 13, 2006 at 06:39:15PM -0400, Jesse Vincent wrote: > It's more likely an issue with the cookie RT is sending and your > browser, but the sessions table is safe to delete everything from. the > only consequence is that all currently logged in users will be logged > out. You're right, it's a cookie problem. The site uses SSL and the problem exists with lynx, IE, firefox, etc. on lots of different clients. Cookies are offered: www.plusone.com cookie: RT_SID_plusone.com.443=6931da507474885e94770aafd4b8d24a And once I accept and click on a different element like another queue, I'm asked to login again. Strange... I'm not aware of any changes on the RT server which would cause this to happen either. Suggestions? --- Chris Covington IT Plus One Health Management 75 Maiden Lane Suite 801 NY, NY 10038 646-312-6269 http://www.plusoneactive.com From ruslan.zakirov at gmail.com Thu Apr 13 22:47:27 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 14 Apr 2006 06:47:27 +0400 Subject: [rt-users] Two emails sent on resolved In-Reply-To: References: Message-ID: <589c94400604131947g747d5657j20f9726b42abbb74@mail.gmail.com> http://wiki.bestpractical.com/?FAQ On 4/13/06, Jim Denisco wrote: > > > > Hi all, > > > > I have an issue that I'm having a problem with and was hoping someone here > could help. > > > > We are running rt 3.4.5 and every time a ticket is marked resolved a comment > email gets sent out with the comment and a resolve ticket gets sent with > > > > Your request on ticket [helpdesk #362]has been completed with the following > comments (if any); > > > > This transaction appears to have no content > > > > > > How would I have just one resolved email be send with the comments > > > > > > Thanks > > > > Jimd > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Thu Apr 13 22:45:24 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 14 Apr 2006 06:45:24 +0400 Subject: [rt-users] mysql issues after a restart In-Reply-To: <595E05F2-7DFB-4D12-A9FE-3C63BFBE3061@gmail.com> References: <595E05F2-7DFB-4D12-A9FE-3C63BFBE3061@gmail.com> Message-ID: <589c94400604131945x4b8ebbf0y295ea684da5d1a57@mail.gmail.com> Did you change mysql config or update server? On 4/14/06, Chaim Rieger wrote: > #1016 - Can't open file: 'ACL.ibd' (errno: 1) > > where did this file go, > > and how can i recover. From yusy at clusterfs.com Fri Apr 14 00:19:46 2006 From: yusy at clusterfs.com (Yu Suyuan) Date: Fri, 14 Apr 2006 12:19:46 +0800 Subject: [rt-users] probelm on preference/search options In-Reply-To: <589c94400604130616k5cb6d4bcn60b90716c6cc597e@mail.gmail.com> References: <443DCF2A.1090500@clusterfs.com> <443E1E37.4030908@clusterfs.com> <443E4C1A.4090201@bms.com> <589c94400604130616k5cb6d4bcn60b90716c6cc597e@mail.gmail.com> Message-ID: <443F22E2.7040506@clusterfs.com> Ruslan Zakirov wrote: >3.6.0pre1 should fix this I think. Check it and report back. > > Ruslan, I just removed the corresponding entries in the table Attributes and things are all right. But I wonder if this is safe enough to solve this issue temporarily? I will try rt-3.6.0-pre1. Thanks. >On 4/13/06, Rangarajan Radhakrishnan wrote: > > >>Yu Suyuan wrote: >> >> >> >>>Yu Suyuan wrote: >>> >>> >>> >>>>Hello all, >>>> >>>>If I set Preference -> Search options -> Order by to 'id' and 'Desc' >>>>then save, it comes back 'AdminCc.EmailAddress' and 'Asc' >>>> >>>>Who can tell me what is wrong? >>>> >>>>RT v3.5.7 >>>> >>>> >>>> >>>Above also happened when editing RT at a glance, my operation is 'RT >>>at a glance->10 highest tickets I own->edit->Order by to 'id' and >>>'Desc' then save', it comes back preference saved, but display order >>>by 'AdminCc.EmailAddress' and 'Asc', then badly, 10 highest priority >>>tickets I own disappear when return to RT at glance, I can not find >>>them back. >>> >>>Any help will be appreciated, >>>Yusy >>> >>> >>> >>>>______________________________________ >>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>>Community help: http://wiki.bestpractical.com >>>>Commercial support: sales at bestpractical.com >>>> >>>> >>>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>>Buy a copy at http://rtbook.bestpractical.com >>>> >>>> >>>>We're hiring! Come hack Perl for Best Practical: >>>>http://bestpractical.com/about/jobs.html >>>> >>>> >>> >>>_______________________________________________ >>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>>Community help: http://wiki.bestpractical.com >>>Commercial support: sales at bestpractical.com >>> >>> >>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>Buy a copy at http://rtbook.bestpractical.com >>> >>> >>>We're hiring! Come hack Perl for Best Practical: >>>http://bestpractical.com/about/jobs.html >>> >>> >>> >>I had seen this before and had reported it: >>http://lists.bestpractical.com/pipermail/rt-devel/2006-March/008259.html >> >>The problem that I face is that to fix this, I need to know a lot more >>about how the things work under the hood. It appears that: >>- if you do not touch those (ordering) preferences everything works fine. >>- if you touch it once and go back to not ordering things break >>- The solution I thought would work breaks down in the following scenario: >> When out of 4 columns (lets say cols A, B, C, D) available for >>sorting, if you choose A and C (not choosing B), it breaks down. >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Community help: http://wiki.bestpractical.com >>Commercial support: sales at bestpractical.com >> >> >>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>Buy a copy at http://rtbook.bestpractical.com >> >> >>We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html >> >> >> > > >-- >Best regards, Ruslan. > > >------------------------------------------------------------------------ > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com > > >We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > From Chris.Covington at plusone.com Fri Apr 14 09:54:53 2006 From: Chris.Covington at plusone.com (Covington, Chris) Date: Fri, 14 Apr 2006 09:54:53 -0400 Subject: #rt was Re: [rt-users] LDAP Authentication In-Reply-To: References: <443ECB9A.10006@wwc.edu> Message-ID: <20060414135452.GC31255@grendel.plusone.com> On Thu, Apr 13, 2006 at 03:42:34PM -0700, eric.valor at daimlerchrysler.com wrote: > For more instant feedback, check out the IRC site at irc.perl.org/#rt. The > folks hanging out there are terrific. I've been trying to join that channel for the last 2 days but it's +k: *** Connected to port 6667 of server irc.perl.org *** #rt Cannot join channel (+k) (Bad channel key) --- Chris Covington IT Plus One Health Management 75 Maiden Lane Suite 801 NY, NY 10038 646-312-6269 http://www.plusoneactive.com From Chris.Covington at plusone.com Fri Apr 14 11:24:11 2006 From: Chris.Covington at plusone.com (Covington, Chris) Date: Fri, 14 Apr 2006 11:24:11 -0400 Subject: [rt-users] 3.4.5 relogin problems In-Reply-To: <20060414012325.GA30938@grendel.plusone.com> References: <20060413223914.GR4283@bestpractical.com> <20060414012325.GA30938@grendel.plusone.com> Message-ID: <20060414152411.GD31255@grendel.plusone.com> On Thu, Apr 13, 2006 at 09:23:25PM -0400, Covington, Chris wrote: > On Thu, Apr 13, 2006 at 06:39:15PM -0400, Jesse Vincent wrote: > > It's more likely an issue with the cookie RT is sending and your > > browser, but the sessions table is safe to delete everything from. the > > only consequence is that all currently logged in users will be logged > > out. > > You're right, it's a cookie problem. The site uses SSL and the problem > exists with lynx, IE, firefox, etc. on lots of different clients. > Cookies are offered: > > www.plusone.com cookie: > RT_SID_plusone.com.443=6931da507474885e94770aafd4b8d24a > > And once I accept and click on a different element like another queue, > I'm asked to login again. Strange... I'm not aware of any changes on > the RT server which would cause this to happen either. Suggestions? If I set RT to use: Set($WebExternalAuth , '1'); Set($WebFallbackToInternalAuth , '1'); Set($WebExternalGecos , undef); Set($WebExternalAuto , '1'); And configure Apache to do the auth everyone works OK. How can I keep the cookie-based system working? --- Chris Covington IT Plus One Health Management 75 Maiden Lane Suite 801 NY, NY 10038 646-312-6269 http://www.plusoneactive.com From nate at seekio.com Fri Apr 14 14:21:19 2006 From: nate at seekio.com (nate) Date: Fri, 14 Apr 2006 11:21:19 -0700 Subject: [rt-users] Collapse email reply quotes Message-ID: <443FE81F.6090703@seekio.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 We've been using RT for a couple months now quite happily, I just have a small feature request to make. One thing that I noticed is that during back-and-forth correspondence with people through email, the length of the quoted text in people's replies grows very large. I'm talking about the lines they're replying to that start with one or more '>' characters. Gmail has a nice feature where it will collapse all that text automatically, but let you click on a button to expand it if you want. Would it be possible to add a feature like this to RT? I've looked around a bit and not seen any discussion on this before. Thanks, Nate - -- :wq -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.1 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFEP+geRMRYK1K/wKQRAnP9AKCHlK3yyofEveyOVdlZAhbgETNEdwCeN1Rk 24vYeuSNlxMdFBLR2rGb+nY= =bSMh -----END PGP SIGNATURE----- From mouse at Rodents.Montreal.QC.CA Fri Apr 14 14:29:43 2006 From: mouse at Rodents.Montreal.QC.CA (der Mouse) Date: Fri, 14 Apr 2006 14:29:43 -0400 (EDT) Subject: [rt-users] Collapse email reply quotes In-Reply-To: <443FE81F.6090703@seekio.com> References: <443FE81F.6090703@seekio.com> Message-ID: <200604141832.OAA20138@Sparkle.Rodents.Montreal.QC.CA> > One thing that I noticed is that during back-and-forth correspondence > with people through email, the length of the quoted text in people's > replies grows very large. Surely the right thing to do here is to educate the people in question on rudimentary email etiquette? You may not have the luxury of doing that for the people on the customer side, but surely all the people on *your* side can be trained in basic email quoting practice, ie, to edit that stuff down to what's actually relevant and useful to quote? /~\ The ASCII der Mouse \ / Ribbon Campaign X Against HTML mouse at rodents.montreal.qc.ca / \ Email! 7D C8 61 52 5D E7 2D 39 4E F1 31 3E E8 B3 27 4B From winn_johnston at yahoo.com Fri Apr 14 16:38:15 2006 From: winn_johnston at yahoo.com (Winn Johnston) Date: Fri, 14 Apr 2006 13:38:15 -0700 (PDT) Subject: [rt-users] CachedGroupMember Message-ID: <20060414203815.49059.qmail@web52915.mail.yahoo.com> Would someone tell me how the CachedGroupMember table is built? I have migrated from 3.0.1 to 3.4.5, and everything is working in RT as it should. However we authenticate against the RT user table, and i am having a problem with part of my authentication. The passwords and user name are correctly auth'd, but the group relationship is off. We use the authmysqlgrouptable and link to the CachedGroupMember table. Now when i migrated that table did not come over with the same number of records as on the previous machine. Thanks In Advance winn __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From winn_johnston at yahoo.com Fri Apr 14 16:40:39 2006 From: winn_johnston at yahoo.com (Winn Johnston) Date: Fri, 14 Apr 2006 13:40:39 -0700 (PDT) Subject: [rt-users] Password Fix Message-ID: <20060414204039.17560.qmail@web52908.mail.yahoo.com> I am looking for a script that will parse the newly upgraded (3.0.1 -> 3.4.5)Users Password fields. The change takes place once a userlogs in for the first time on the new system. However it would be nice if there was a script that would commit the change for me, becuase we auth against that user database, and i need one standard encryption method to be ussed. Thanks in adavance winn johnston __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From ruslan.zakirov at gmail.com Fri Apr 14 16:56:07 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sat, 15 Apr 2006 00:56:07 +0400 Subject: [rt-users] Password Fix In-Reply-To: <20060414204039.17560.qmail@web52908.mail.yahoo.com> References: <20060414204039.17560.qmail@web52908.mail.yahoo.com> Message-ID: <589c94400604141356u4f9547f6wd18c8dc0851b6fc8@mail.gmail.com> As I know there were no change since RT-3.0.0 at least, Password field is MD5 base64 encoded. On 4/15/06, Winn Johnston wrote: > I am looking for a script that will parse the newly > upgraded (3.0.1 -> 3.4.5)Users Password fields. The > change takes place once a userlogs in for the first > time on the new system. However it would be nice if > there was a script that would commit the change for > me, becuase we auth against that user database, and i > need one standard encryption method to be ussed. > > Thanks in adavance > winn johnston > > __________________________________________________ > 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 > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From jesse at bestpractical.com Fri Apr 14 17:02:00 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: 14 Apr 2006 17:02:00 -0400 Subject: #rt was Re: [rt-users] LDAP Authentication Message-ID: <3227878965.80478@www.chatteremail.com> I'm not seeing that. Best, Jesse -- This message was sent from my Treo. Please accept my apologies for its brevity and for any typos. -----Original Message----- From: "Covington, Chris" I've been trying to join that channel for the last 2 days but it's +k: *** Connected to port 6667 of server irc.perl.org *** #rt Cannot join channel (+k) (Bad channel key) --- From rrindels at gmail.com Fri Apr 14 17:07:06 2006 From: rrindels at gmail.com (Rodney Rindels) Date: Fri, 14 Apr 2006 15:07:06 -0600 Subject: #rt was Re: [rt-users] LDAP Authentication In-Reply-To: <3227878965.80478@www.chatteremail.com> References: <3227878965.80478@www.chatteremail.com> Message-ID: I'm not seeing that. > Best, > Jesse been fine for me also, even more stable than most IRC channels... could you have a firewall issue? --Rod -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Fri Apr 14 20:08:48 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sat, 15 Apr 2006 04:08:48 +0400 Subject: [rt-users] password for the user who is autocreated on ticket submission In-Reply-To: <443C82AE.80509@clusterfs.com> References: <443C82AE.80509@clusterfs.com> Message-ID: <589c94400604141708p1654dd2cp996fee55b05d5877@mail.gmail.com> There is scrip on the wiki that sets password on user creation and send it to user with autoreply. On 4/12/06, Yu Suyuan wrote: > Hello all, > > When a new user send to RT, RT will create a unpriviledged user by > default, then how about its password? the user can login RT web > interface only after administrator set its password, right? > > Any reply will be appreciated, > yusy > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From rt at kenrobertson.com Fri Apr 14 21:34:21 2006 From: rt at kenrobertson.com (ken robertson) Date: Sat, 15 Apr 2006 11:34:21 +1000 Subject: [rt-users] Collapse email reply quotes In-Reply-To: <443FE81F.6090703@seekio.com> References: <443FE81F.6090703@seekio.com> Message-ID: <44404D9D.9080903@kenrobertson.com> nate said the following on 2006-04-15 04:21: > We've been using RT for a couple months now quite happily, I just have a > small feature request to make. One thing that I noticed is that during > back-and-forth correspondence with people through email, the length of > the quoted text in people's replies grows very large. I'm talking about > the lines they're replying to that start with one or more '>' > characters. Gmail has a nice feature where it will collapse all that > text automatically, but let you click on a button to expand it if you > want. Would it be possible to add a feature like this to RT? I've > looked around a bit and not seen any discussion on this before. G'day Nate, It's not the answer you're asking about, but there are utilities for Outlook, OE, & Thunderbird that address this topic. OE & Outlook are dealt with by: http://home.in.tum.de/~jain/software/oe-quotefix/ http://home.in.tum.de/~jain/software/outlook-quotefix/ Thunderbird has a couple of extensions: Quote Colors 0.2.7 https://addons.mozilla.org/thunderbird/170/ QuoteCollapse 0.7 https://addons.mozilla.org/thunderbird/347/ -- Regards Ken Murphy's Second Law: Everything takes longer than you think. From flatten at ecs.umass.edu Sat Apr 15 22:38:13 2006 From: flatten at ecs.umass.edu (Davin Flatten) Date: Sat, 15 Apr 2006 22:38:13 -0400 Subject: [rt-users] 3.4.5 relogin problems In-Reply-To: <20060413154527.GA31255@grendel.plusone.com> References: <20060413154527.GA31255@grendel.plusone.com> Message-ID: <4441AE15.8040100@ecs.umass.edu> Chris- We are experiencing the exact same problem with our RT installation. See the post I made several days ago. I have not figured out the problem either. We are experiencing Mason errors in our logs like the ones below. We are running RT 3.5.6 and Apache 2.0.55 and Mason Ver 1.32 I have not received any idea where to start looking into this, but our users are getting tired of having to login. We are also using Apache to do a rewrite to ssl. Are you doing this as well? If I figure it out I will let you know. -Davin Flatten [Mon Apr 10 15:26:45 2006] [error] [client xxx.xxx.xxx.xxx] FastCGI: server "/www/webapps/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Commands::__ANON__('Title', 'Login', 'Focus', 'user') called at /usr/local/share/perl/5.8.7/HTML/Mason/Component.pm line 135, referer: https://xxx.xxx.xxx.xxx]/ecs-admin/rt3/Ticket/Display.html?id=919 [Mon Apr 10 15:26:45 2006] [error] [client xxx.xxx.xxx.xxx]] FastCGI: server "/www/webapps/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x2f8c290)', 'Title', 'Login', 'Focus', 'user') called at /usr/local/share/perl/5.8.7/HTML/Mason/Request.pm line 1251, referer: https://xxx.xxx.xxx.xxx]/ecs-admin/rt3/Ticket/Display.html?id=919 [Mon Apr 10 15:26:45 2006] [error] [client xxx.xxx.xxx.xxx]] FastCGI: server "/www/webapps/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /usr/local/share/perl/5.8.7/HTML/Mason/Request.pm line 1245, referer: https://xxx.xxx.xxx.xxx]/ecs-admin/rt3/Ticket/Display.html?id=919 [Mon Apr 10 15:26:45 2006] [error] [client xxx.xxx.xxx.xxx]] FastCGI: server "/www/webapps/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Request::comp('undef', 'undef', 'Title', 'Login', 'Focus', 'user') called at /www/webapps/rt3/share/html/Elements/Login line 68, referer: https://xxx.xxx.xxx.xxx]/ecs-admin/rt3/Ticket/Display.html?id=919 [Mon Apr 10 15:26:45 2006] [error] [client xxx.xxx.xxx.xxx]] FastCGI: server "/www/webapps/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Commands::__ANON__('id', 919) called at /usr/local/share/perl/5.8.7/HTML/Mason/Component.pm line 135, referer: https://xxx.xxx.xxx.xxx]/ecs-admin/rt3/Ticket/Display.html?id=919 From msnyder at servervault.com Sat Apr 15 22:46:43 2006 From: msnyder at servervault.com (Mathew Snyder) Date: Sat, 15 Apr 2006 22:46:43 -0400 Subject: [rt-users] user permissions In-Reply-To: <20060413124936.GB30820@chaka.net> References: <443DBD1B.1010403@servervault.com> <20060413040946.GA30820@chaka.net> <443DD1EB.2010206@servervault.com> <20060413124936.GB30820@chaka.net> Message-ID: <4441B013.9040901@servervault.com> This is what I have. I've created a group called RT_Users to which I've assigned everyone that isn't an admin. To this group I've assigned Global Rights for tickets: CommentOnTicket, CreateTicket, DeleteTicket, ModifyTicket, OwnTicket, ReplyToTicket, SeeQueue, ShowTicket, ShowTicketComments, StealTicket, TakeTicket, and Watch; as well as other rights. I would have thought that these being Global rights, that they would apply to anything and everything. But to be safe, I applied them to an individual queue and the user as well. Having the rights in three different places didn't change anything. It isn't just the one user either. It is all of them. Mathew Snyder Systems Administrator Network+ ServerVault TechOps Todd Chapman wrote: > Hmmmm. Does he have See Queue? > > On Thu, Apr 13, 2006 at 12:22:03AM -0400, Mathew Snyder wrote: >> That didn't fix it. In fact, he can't see ANY tickets. >> >> Mathew Snyder >> Systems Administrator >> Network+ >> ServerVault TechOps >> >> >> >> Todd Chapman wrote: >>> On Wed, Apr 12, 2006 at 10:53:15PM -0400, Mathew Snyder wrote: >>>> What permission needs to be set to allow someone to see the tickets >>>> assigned to him? He can see tickets that aren't owned but anything he >>>> has either taken or has been assigned won't show up in his list of >>>> tickets owned. >>>> >>>> RT v3.5.7 >>>> >>> Give the owner role ShowTicket. >>> >>> Configuration -> Global -> Group Rights -> Roles ->> Owner -> ShowTicket >>> > From msnyder at servervault.com Sat Apr 15 23:06:10 2006 From: msnyder at servervault.com (Mathew Snyder) Date: Sat, 15 Apr 2006 23:06:10 -0400 Subject: [rt-users] user permissions In-Reply-To: <20060413124936.GB30820@chaka.net> References: <443DBD1B.1010403@servervault.com> <20060413040946.GA30820@chaka.net> <443DD1EB.2010206@servervault.com> <20060413124936.GB30820@chaka.net> Message-ID: <4441B4A2.9000608@servervault.com> To add: the users can actually open tickets, view them and and modify them. They simply can't see anything listed on the opening page where the 10 newest unowned tickets are as well as the 10 tickets that each person owns. Mathew Snyder Systems Administrator Network+ ServerVault TechOps Todd Chapman wrote: > Hmmmm. Does he have See Queue? > > On Thu, Apr 13, 2006 at 12:22:03AM -0400, Mathew Snyder wrote: >> That didn't fix it. In fact, he can't see ANY tickets. >> >> Mathew Snyder >> Systems Administrator >> Network+ >> ServerVault TechOps >> >> >> >> Todd Chapman wrote: >>> On Wed, Apr 12, 2006 at 10:53:15PM -0400, Mathew Snyder wrote: >>>> What permission needs to be set to allow someone to see the tickets >>>> assigned to him? He can see tickets that aren't owned but anything he >>>> has either taken or has been assigned won't show up in his list of >>>> tickets owned. >>>> >>>> RT v3.5.7 >>>> >>> Give the owner role ShowTicket. >>> >>> Configuration -> Global -> Group Rights -> Roles ->> Owner -> ShowTicket >>> > From todd at chaka.net Sun Apr 16 00:26:03 2006 From: todd at chaka.net (Todd Chapman) Date: Sun, 16 Apr 2006 00:26:03 -0400 Subject: [rt-users] user permissions In-Reply-To: <4441B013.9040901@servervault.com> References: <443DBD1B.1010403@servervault.com> <20060413040946.GA30820@chaka.net> <443DD1EB.2010206@servervault.com> <20060413124936.GB30820@chaka.net> <4441B013.9040901@servervault.com> Message-ID: <20060416042602.GO1221@chaka.net> Turn on query logging in your SQL server and see what queries are being run and from there we can figure out what is going on. -Todd On Sat, Apr 15, 2006 at 10:46:43PM -0400, Mathew Snyder wrote: > This is what I have. I've created a group called RT_Users to which I've > assigned everyone that isn't an admin. To this group I've assigned > Global Rights for tickets: CommentOnTicket, CreateTicket, DeleteTicket, > ModifyTicket, OwnTicket, ReplyToTicket, SeeQueue, ShowTicket, > ShowTicketComments, StealTicket, TakeTicket, and Watch; as well as other > rights. I would have thought that these being Global rights, that they > would apply to anything and everything. But to be safe, I applied them > to an individual queue and the user as well. Having the rights in three > different places didn't change anything. It isn't just the one user > either. It is all of them. > > Mathew Snyder > Systems Administrator > Network+ > ServerVault TechOps > > > > Todd Chapman wrote: > > Hmmmm. Does he have See Queue? > > > > On Thu, Apr 13, 2006 at 12:22:03AM -0400, Mathew Snyder wrote: > >> That didn't fix it. In fact, he can't see ANY tickets. > >> > >> Mathew Snyder > >> Systems Administrator > >> Network+ > >> ServerVault TechOps > >> > >> > >> > >> Todd Chapman wrote: > >>> On Wed, Apr 12, 2006 at 10:53:15PM -0400, Mathew Snyder wrote: > >>>> What permission needs to be set to allow someone to see the tickets > >>>> assigned to him? He can see tickets that aren't owned but anything he > >>>> has either taken or has been assigned won't show up in his list of > >>>> tickets owned. > >>>> > >>>> RT v3.5.7 > >>>> > >>> Give the owner role ShowTicket. > >>> > >>> Configuration -> Global -> Group Rights -> Roles ->> Owner -> ShowTicket > >>> > > From msnyder at servervault.com Sun Apr 16 22:15:30 2006 From: msnyder at servervault.com (Mathew Snyder) Date: Sun, 16 Apr 2006 22:15:30 -0400 Subject: [rt-users] Company Logo Message-ID: <4442FA42.9060505@servervault.com> I'm trying to use a .png image of our company's logo instead of bplogo.gif. It isn't working. All that shows up is the alt text. I've used a .gif and it's worked. Why can't I use a .png? -- Mathew Snyder Systems Administrator Network+ ServerVault TechOps From angel.blazquez at es.easynet.net Mon Apr 17 07:25:28 2006 From: angel.blazquez at es.easynet.net (Angel Blazquez) Date: Mon, 17 Apr 2006 13:25:28 +0200 Subject: [rt-users] RT web interface displaying issues with special iso-8859-1 characters Message-ID: <20060417112528.GA2864@es.easynet.net> Hello folks, We are expecting web interface displaying issues with iso-8859-1 / iso-8859-15 special characters like accents (? ? ? ? ?) and ?. Everything is stored properly (encoded in utf-8) in the database, and sent correctly via e-mail, but is not shown properly in the web interface. In the Content-Type of the page the charset appears as utf-8, but even when manually setting the encoding in the browser to utf-8 it does not display the text properly. AddDefaultCharset UTF-8 is set in apache. Having a look to the html source code of the page, the sample text ("?") appears decoded from utf-8. I mean, it appears as it should appear in the rendered web: Download(untitled)
text/plain 3b
?
<===== sample text (comment)
But looking in RT sandboxes around the Web (RT installations with guest access and that work properly) I see a different behaviour. The sample text ("?") appears encoded in utf-8, so the browser properly decodes it and displays it correctly: Download (untitled)
text/plain 3b
??
<===== sample text (comment)
So i guess the problem is that the text in the source code of the page is already decoded (when it shouldn't be), and when the browser tries to decode it (because it thinks its in utf-8) the text gets messy. rt version: 3.2.2 perl version: 5.8.5 OS version: FreeBSD 5.3 apache version: 1.3.33_1 mod_fastcgi: 2.4.2 SearchBuilder: 1.35 mysql version: 4.1 I could add any other detail in perl module versions or whatever is required. Thanks in advance guys. --- ?ngel Bl?zquez Systems Engineer/Administrator Easynet Espa?a S.A.U. http://www.es.easynet.net From tim.harkin at gmail.com Mon Apr 17 09:25:42 2006 From: tim.harkin at gmail.com (Tim Harkin) Date: Mon, 17 Apr 2006 09:25:42 -0400 Subject: [rt-users] Deleting a user Message-ID: <511f9d5e0604170625m6270535cqa9c831ebb217b4bb@mail.gmail.com> We have a test instance of RT that we want to delete a user account from. We are trying to alter the scrip for Autoreply on create, to have one reply if the sending email is from our email domain, and another for all others (our web server will not be available outside of our company, so we do not want to have links to the tix and such for external users, but we do want them to have the ability to send in tickets.) -------------- next part -------------- An HTML attachment was scrubbed... URL: From HaneJ at gsicommerce.com Mon Apr 17 11:36:33 2006 From: HaneJ at gsicommerce.com (Jason Hane) Date: Mon, 17 Apr 2006 11:36:33 -0400 Subject: [rt-users] RTx-Statistics Permissions Question Message-ID: I have other groups in the company that want to use the RTx-Statistics package. I have it all set up and my group has access to it, but other groups don't. What permissions do they need to be able to use it? Thanks, Jason Hane Systems Administrator GSI Commerce Solutions, Inc. -------------- next part -------------- An HTML attachment was scrubbed... URL: From rrindels at gmail.com Mon Apr 17 12:14:34 2006 From: rrindels at gmail.com (Rodney Rindels) Date: Mon, 17 Apr 2006 10:14:34 -0600 Subject: [rt-users] Company Logo In-Reply-To: <4442FA42.9060505@servervault.com> References: <4442FA42.9060505@servervault.com> Message-ID: On 4/16/06, Mathew Snyder wrote: > > I'm trying to use a .png image of our company's logo instead of > bplogo.gif. It isn't working. All that shows up is the alt text. I've > used a .gif and it's worked. Why can't I use a .png? > > -- > Mathew Snyder > Systems Administrator > Network+ > ServerVault TechOps > wonder if it could be something in the autohandler they use to fire off images since thats just a mason wrapper. They include png in the if ($file =~ /\.(gif|png|jpe?g)$/i) { type building handler so, I'm not sure whats misfiring for you? Maybe some looking and testing there might help ya in NoAuth/images/autohandler or if your server is configured to not use mason for png, maybe a misconfiguration there? Rod -------------- next part -------------- An HTML attachment was scrubbed... URL: From jcolson at voidgate.org Mon Apr 17 13:54:12 2006 From: jcolson at voidgate.org (Joshua Colson) Date: Mon, 17 Apr 2006 10:54:12 -0700 Subject: [rt-users] Update ticket fields via email Message-ID: <1145296452.7054.12.camel@s60r.ination.com> I know this question has been beaten into the ground but I'm unable to find the answer to it on the wiki, gossamer-threads, list archives or Google. I had seen somewhere an extension that allowed updating field via email with simple name/value pairs in the email headers. Does anyone know where I can find it (or something similar)? Thanks. -- Joshua Colson From Chris.Covington at plusone.com Mon Apr 17 14:16:28 2006 From: Chris.Covington at plusone.com (Covington, Chris) Date: Mon, 17 Apr 2006 14:16:28 -0400 Subject: [rt-users] 3.4.5 relogin problems In-Reply-To: <4441AE15.8040100@ecs.umass.edu> References: <20060413154527.GA31255@grendel.plusone.com> <4441AE15.8040100@ecs.umass.edu> Message-ID: <20060417181628.GF31255@grendel.plusone.com> On Sat, Apr 15, 2006 at 10:38:13PM -0400, Davin Flatten wrote: > Chris- > > We are experiencing the exact same problem with our RT installation. > See the post I made several days ago. I have not figured out the > problem either. We are experiencing Mason errors in our logs like the > ones below. We are running RT 3.5.6 and Apache 2.0.55 and Mason Ver > 1.32 I have not received any idea where to start looking into this, but > our users are getting tired of having to login. We are also using > Apache to do a rewrite to ssl. Are you doing this as well? Yes I'm rewriting to SSL. To workaround the issue as I've mentioned I've switched to WebExternalAuth. Perhaps Mason 1.32 is the problem? Unfortunately I don't recall if Mason was also upgraded around the same time, but I would deduce so given that nothing else makes sense. HTML-Mason 1.32 is also what I'm using. --- Chris Covington IT Plus One Health Management 75 Maiden Lane Suite 801 NY, NY 10038 646-312-6269 http://www.plusoneactive.com From kfh at mqsoftware.com Mon Apr 17 14:45:16 2006 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Mon, 17 Apr 2006 13:45:16 -0500 Subject: [rt-users] RTx-Statistics Permissions Question Message-ID: <63BEA5E623E09F4D92233FB12A9F794309B877@emailmn.mqsoftware.com> Check Statistics.pm, if the line below is set to 1 instead of the default of zero, then users must have the ShowConfigTab right. # Set to one to prevent users without the ShowConfigTab right from seeing Statistics $RestrictAccess = 0; -- 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 Jason Hane Sent: Monday, April 17, 2006 10:37 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] RTx-Statistics Permissions Question I have other groups in the company that want to use the RTx-Statistics package. I have it all set up and my group has access to it, but other groups don't. What permissions do they need to be able to use it? Thanks, Jason Hane Systems Administrator GSI Commerce Solutions, Inc. -------------- next part -------------- An HTML attachment was scrubbed... URL: From HaneJ at gsicommerce.com Mon Apr 17 18:04:32 2006 From: HaneJ at gsicommerce.com (Jason Hane) Date: Mon, 17 Apr 2006 18:04:32 -0400 Subject: [rt-users] RTx-Statistics Permissions Question Message-ID: Great! Thank you. ________________________________ From: Kelly F. Hickel [mailto:kfh at mqsoftware.com] Sent: Monday, April 17, 2006 2:45 PM To: Jason Hane; rt-users at lists.bestpractical.com Subject: RE: [rt-users] RTx-Statistics Permissions Question Check Statistics.pm, if the line below is set to 1 instead of the default of zero, then users must have the ShowConfigTab right. # Set to one to prevent users without the ShowConfigTab right from seeing Statistics $RestrictAccess = 0; -- 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 Jason Hane Sent: Monday, April 17, 2006 10:37 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] RTx-Statistics Permissions Question I have other groups in the company that want to use the RTx-Statistics package. I have it all set up and my group has access to it, but other groups don't. What permissions do they need to be able to use it? Thanks, Jason Hane Systems Administrator GSI Commerce Solutions, Inc. -------------- next part -------------- An HTML attachment was scrubbed... URL: From msnyder at servervault.com Mon Apr 17 22:46:43 2006 From: msnyder at servervault.com (Mathew Snyder) Date: Mon, 17 Apr 2006 22:46:43 -0400 Subject: [rt-users] Interesting problem with preferences Message-ID: <44445313.7020103@servervault.com> While looking at, playing with and working out the kinks of our new, (hopefully) soon to be live server, a user found something interesting. He was attempting to change his preferrences for "My Tickets" under RT at a glance. The specific change was to add a column to the "Show Columns" list. This change resulted in successfully adding the column to the list. However, the unexpected result is the loss of his ability to view the tickets he owns on the home page. The title bar is there with all the column headers, but no tickets. This has been repeated using other users, new tickets and other settings. For example, by changing the "Order by:" option to something and saving, the same result is achieved. In addition, after any change is saved, the "Order by:" list is reset with AdminCc.EmailAddress as the setting to order by. This cannot be changed as it merely resets. Has this been experienced by others? How can I fix it? -- Mathew Snyder Systems Administrator Network+ ServerVault TechOps From jesse at bestpractical.com Mon Apr 17 23:18:29 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 17 Apr 2006 23:18:29 -0400 Subject: [rt-users] Interesting problem with preferences In-Reply-To: <44445313.7020103@servervault.com> References: <44445313.7020103@servervault.com> Message-ID: <20060418031829.GM4283@bestpractical.com> On Mon, Apr 17, 2006 at 10:46:43PM -0400, Mathew Snyder wrote: > While looking at, playing with and working out the kinks of our new, > (hopefully) soon to be live server, a user found something interesting. > He was attempting to change his preferrences for "My Tickets" under RT > at a glance. The specific change was to add a column to the "Show > Columns" list. Nobody will be able to help you unless you tell them that you're running RT 3.6.0pre1. > This change resulted in successfully adding the column to the list. > However, the unexpected result is the loss of his ability to view the > tickets he owns on the home page. The title bar is there with all the > column headers, but no tickets. > > This has been repeated using other users, new tickets and other > settings. For example, by changing the "Order by:" option to something > and saving, the same result is achieved. In addition, after any change > is saved, the "Order by:" list is reset with AdminCc.EmailAddress as the > setting to order by. This cannot be changed as it merely resets. > > Has this been experienced by others? How can I fix it? > > -- > Mathew Snyder > Systems Administrator > Network+ > ServerVault TechOps > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- From msnyder at servervault.com Mon Apr 17 23:33:52 2006 From: msnyder at servervault.com (Mathew Snyder) Date: Mon, 17 Apr 2006 23:33:52 -0400 Subject: [rt-users] Interesting problem with preferences In-Reply-To: <20060418032936.GN4283@bestpractical.com> References: <44445313.7020103@servervault.com> <20060418031829.GM4283@bestpractical.com> <44445BE3.1040001@servervault.com> <20060418032936.GN4283@bestpractical.com> Message-ID: <44445E20.80902@servervault.com> Jesse Vincent wrote: > > > On Mon, Apr 17, 2006 at 11:24:19PM -0400, Mathew Snyder wrote: >> Jesse Vincent wrote: >>> >>> On Mon, Apr 17, 2006 at 10:46:43PM -0400, Mathew Snyder wrote: >>>> While looking at, playing with and working out the kinks of our new, >>>> (hopefully) soon to be live server, a user found something interesting. >>>> He was attempting to change his preferrences for "My Tickets" under RT >>>> at a glance. The specific change was to add a column to the "Show >>>> Columns" list. >>> Nobody will be able to help you unless you tell them that you're running >>> RT 3.6.0pre1. >>> >> Are you saying I SHOULD be using 3.6.0pre1? I ask because the version >> I'm referring to is 3.5.7. I added this info in a second posting when I >> realized I forgot it in the first. >> > > Well, 3.5.7 was a random developer snapshot along the way to 3.6. And > we've fixed a whole lot of bugs since then. (If you'd been reading the > lists closely, you'd have seen others report this bug and confirm that > we fixed it in 3.6.0pre1.) So yeah, I'm pretty sure that you shouldn't be > running 3.5.7 in production. And also pretty sure that 3.6.0pre1 will > treat you better. But it's certainly not something we've called > production ready yet. We're waiting for a bit more of your feedback > before we do. > Ah... Assuming I use 3.6.0pre1 instead, are all the css files transferrable? Are there changes to them that might make it difficult to swap over? From jesse at bestpractical.com Mon Apr 17 23:35:29 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 17 Apr 2006 23:35:29 -0400 Subject: [rt-users] Interesting problem with preferences In-Reply-To: <44445E20.80902@servervault.com> References: <44445313.7020103@servervault.com> <20060418031829.GM4283@bestpractical.com> <44445BE3.1040001@servervault.com> <20060418032936.GN4283@bestpractical.com> <44445E20.80902@servervault.com> Message-ID: <20060418033527.GO4283@bestpractical.com> > > Ah... > > Assuming I use 3.6.0pre1 instead, are all the css files transferrable? I believe so > Are there changes to them that might make it difficult to swap over? Not to my knowledge. How much have you customized 3.5.x's look and feel? I'm sure there are others out there who would love to see what you've done. -- From msnyder at servervault.com Mon Apr 17 23:36:33 2006 From: msnyder at servervault.com (Mathew Snyder) Date: Mon, 17 Apr 2006 23:36:33 -0400 Subject: [rt-users] Interesting problem with preferences In-Reply-To: <20060418033527.GO4283@bestpractical.com> References: <44445313.7020103@servervault.com> <20060418031829.GM4283@bestpractical.com> <44445BE3.1040001@servervault.com> <20060418032936.GN4283@bestpractical.com> <44445E20.80902@servervault.com> <20060418033527.GO4283@bestpractical.com> Message-ID: <44445EC1.3020702@servervault.com> Jesse Vincent wrote: > >> Ah... >> >> Assuming I use 3.6.0pre1 instead, are all the css files transferrable? > > I believe so > >> Are there changes to them that might make it difficult to swap over? > > Not to my knowledge. How much have you customized 3.5.x's look and feel? > I'm sure there are others out there who would love to see what you've > done. > r Don't give me too much credit. I've merely changed the color scheme. Otherwise it looks the same. From msnyder at servervault.com Tue Apr 18 03:18:39 2006 From: msnyder at servervault.com (Mathew Snyder) Date: Tue, 18 Apr 2006 03:18:39 -0400 Subject: [rt-users] Interesting problem with preferences In-Reply-To: <20060418033527.GO4283@bestpractical.com> References: <44445313.7020103@servervault.com> <20060418031829.GM4283@bestpractical.com> <44445BE3.1040001@servervault.com> <20060418032936.GN4283@bestpractical.com> <44445E20.80902@servervault.com> <20060418033527.GO4283@bestpractical.com> Message-ID: <444492CF.8070703@servervault.com> Does this bug exist in 3.4.5? Mathew Snyder Systems Administrator Network+ ServerVault TechOps Jesse Vincent wrote: > >> Ah... >> >> Assuming I use 3.6.0pre1 instead, are all the css files transferrable? > > I believe so > >> Are there changes to them that might make it difficult to swap over? > > Not to my knowledge. How much have you customized 3.5.x's look and feel? > I'm sure there are others out there who would love to see what you've > done. > From futurahost at futurahost.com Tue Apr 18 05:40:57 2006 From: futurahost at futurahost.com (Pablo Povarchik - FuturaHost.Com) Date: Tue, 18 Apr 2006 11:40:57 +0200 Subject: [rt-users] permission problem users can see others tickets Message-ID: <1145353257.3905.13.camel@notebook.futurahostdns.com> Hello We have a problem, non-privileged users (final users) can see any ticket simply modifying the URL (replacing the ticket number). How can we avoid this? Thanks -- Pablo Povarchik de Carrasquedo Quality Colocation and Dedicated Servers services Colocation facilities include Fremont California, London UK and Trento Italy +-- FuturaHost.Com (AS39317) - Industrial & Business Class ISP --+ | Web Hosting - Dedicated Servers - Colocation | info at futurahost.com - http://futurahost.com/ - (+39) 0461 592710 | Get a high quality full cabinet with 5Mbps full burst included | for only ?700/month, availability also in London +----------------------------------------------------------------+ From cto at lanusa.com Tue Apr 18 08:57:12 2006 From: cto at lanusa.com (Michael Erana) Date: Tue, 18 Apr 2006 08:57:12 -0400 Subject: [rt-users] permission problem users can see others tickets Message-ID: You'ce likely granted the "See Ticket" privilege to a system or ticket role. Check your rights assignments in those areas. Michael Era?a, CISSP CTO PC Network, Inc. eranam at lanusa.com |=> -----Original Message----- |=> From: rt-users-bounces at lists.bestpractical.com |=> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf |=> Of Pablo Povarchik - FuturaHost.Com |=> Sent: Tuesday, April 18, 2006 5:41 AM |=> To: rt-users at lists.bestpractical.com |=> Subject: [rt-users] permission problem users can see others tickets |=> |=> |=> Hello |=> |=> We have a problem, non-privileged users (final users) |=> can see any ticket simply modifying the URL (replacing the |=> ticket number). |=> |=> How can we avoid this? |=> |=> Thanks << Snippage >> From sternford.gapu at telone.co.zw Tue Apr 18 09:28:01 2006 From: sternford.gapu at telone.co.zw (Stern) Date: Tue, 18 Apr 2006 15:28:01 +0200 Subject: [rt-users] Any one running RT3.4 ON FreeBSD5.4 with Apache2 and Modperl2 References: Message-ID: <000601c662eb$eabcb4b0$d29f85c2@gapu> If any one out there is running RT3.4.4 on a freeBSD 5.4 machine using Apache2 & Modperl2 or anyone knowledgeable on these, please help a poor lot who are failing to start up RT under these circumstances. Its an initial setup which is failing really. I get this error on trying to open RT page::::::::::: [Tue Apr 18 15:10:10 2006] [error] [client xx.xx.xx.xx] Can't locate object method "content_type" via package "Apache2::RequestRec" at /opt/rt3/bin/webmux.pl line 108.\n My httpd.conf settings for RT are:::::::::::: Servername cc.telone.co.zw DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 # PerlModule Apache2 Apache::compat PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl # RedirectMatch permanent (.*)/$ http://cc.telone.co.zw/rt3$1/index.html SetHandler perl-script PerlHandler RT::Mason ErrorLog logs/coc.telone.co.zw-errors # CustomLog logs/dummy-host.example.com-access_log common Your help will be very much appreciated Kind regards, Sternford Gapu _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html -------------- next part -------------- An HTML attachment was scrubbed... URL: From rickr at rice.edu Tue Apr 18 11:59:11 2006 From: rickr at rice.edu (Rick Russell) Date: Tue, 18 Apr 2006 10:59:11 -0500 Subject: [rt-users] Script to build timeworked report based on CustomField In-Reply-To: <20060405210144.GN4283@bestpractical.com> References: <44340E78.2010001@vitamix.com> <4434294C.5050507@rice.edu> <20060405210144.GN4283@bestpractical.com> Message-ID: <44450CCF.6000308@rice.edu> Jesse Vincent wrote: > On Wed, Apr 05, 2006 at 03:32:12PM -0500, Rick Russell wrote: >> Jason Fenner wrote: >>> use POSIX(strftime); >> Be careful! RT uses a default PERL package called CTime that includes >> its own versions of strftime, localtime, etc. > Huh? Sorry for the "huh"-worthy comment :-) When I attempted to use common time functions like localtime & strftime in my custom scripts, I found that I was getting unpredictable results. Careful debugging revealed the strftime was rarely barfing with an error because the output of localtime was not what it expected. I suspect that the problem was a conflict between CTime & POSIX modules: http://search.cpan.org/~nwclark/perl-5.8.8/ext/POSIX/POSIX.pod http://search.cpan.org/~muir/Time-modules-2003.1126/lib/Time/CTime.pm which has a version of localtime that returns a different data structure than POSIX localtime. Or maybe it was pulling the wrong version of strftime instead. Is RT dependent on CTime? I'm not really sure. The POSIX module is a default for sure. Either way, the problem went away when I referred to the functions explicitly as POSIX::localtime & POSIX::strftime. BTW, I read _RT Essentials_. I liked it, but I wish there was more coverage of scripting and the various data structures in RT. Figuring out what data structures are associated with tickets & transactions is often an exercise in trial-and-error. Rick R. -------------- next part -------------- A non-text attachment was scrubbed... Name: rickr.vcf Type: text/x-vcard Size: 182 bytes Desc: not available URL: From jszabo at dilligaff.rutgers.edu Tue Apr 18 12:12:16 2006 From: jszabo at dilligaff.rutgers.edu (joe) Date: Tue, 18 Apr 2006 12:12:16 -0400 (EDT) Subject: [rt-users] suse 10 perl modules rpm? In-Reply-To: <44450CCF.6000308@rice.edu> References: <44340E78.2010001@vitamix.com> <4434294C.5050507@rice.edu> <20060405210144.GN4283@bestpractical.com> <44450CCF.6000308@rice.edu> Message-ID: Did someone ever put that online? Joe Szabo CCF Netops Rutgers University From jcolson at voidgate.org Tue Apr 18 12:22:08 2006 From: jcolson at voidgate.org (Joshua Colson) Date: Tue, 18 Apr 2006 09:22:08 -0700 Subject: [rt-users] suse 10 perl modules rpm? In-Reply-To: References: <44340E78.2010001@vitamix.com> <4434294C.5050507@rice.edu> <20060405210144.GN4283@bestpractical.com> <44450CCF.6000308@rice.edu> Message-ID: <92535329e18012fb5fdfe7225a9a1eb8@voidgate.org> On Apr 18, 2006, at 9:12 AM, joe wrote: > Did someone ever put that online? > > Joe Szabo > CCF Netops > Rutgers University > I have not yet. I realized that I had built all my rpms for x86_64 arch and I was in the process of rebuilding them for i386 when I got distracted. If you would like them, I'll try to get them posted somewhere in the next couple of days. Alternatively, I could just send you the spec files and you could build them too, although that is a little less fun/easy than just installing an rpm. From nate at seekio.com Tue Apr 18 12:55:02 2006 From: nate at seekio.com (nate) Date: Tue, 18 Apr 2006 09:55:02 -0700 Subject: [rt-users] Collapse email reply quotes In-Reply-To: <200604141832.OAA20138@Sparkle.Rodents.Montreal.QC.CA> References: <443FE81F.6090703@seekio.com> <200604141832.OAA20138@Sparkle.Rodents.Montreal.QC.CA> Message-ID: <444519E6.2050300@seekio.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Agreed, education would be the most preferable way to attain this, but we of course don't live in a perfect world. It is mainly the users that cause the problem, so I thought it might just be a nice little feature. Thanks for the reply, though! Thanks, Nate der Mouse wrote: > Surely the right thing to do here is to educate the people in question > on rudimentary email etiquette? > > You may not have the luxury of doing that for the people on the > customer side, but surely all the people on *your* side can be trained > in basic email quoting practice, ie, to edit that stuff down to what's > actually relevant and useful to quote? - -- :wq -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.1 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFERRnlRMRYK1K/wKQRArFvAKCheWEWs3amGw1dXSduUAPJd3xt7ACgoYbr HqITKfyrLlp1jmT7HjuGBiE= =9NnD -----END PGP SIGNATURE----- From karsik at enterprise-systems.de Tue Apr 18 12:00:06 2006 From: karsik at enterprise-systems.de (Dennis) Date: Tue, 18 Apr 2006 18:00:06 +0200 Subject: [rt-users] howto use SearchBuilder with more tables Message-ID: <1145376006.2202.16.camel@localhost.localdomain> Hi, I am try to find out how to work with SearchBuilder. I have to make a search (with fields Name, Phone, some customer fields, ...) for all User with role 'Requestor'. In Result must be show User data and Ticket( open or new) for this users. I write allreade some SQL: select distinct Users.id, Users.Name, Users.Organization, User.Zip, User.City, User.Address1,Tickets.id from Tickets , Groups , CachedGroupMembers , Principals , Users where Tickets.Status='open' or Tickets.Status='new' and Groups.Domain='RT::Ticket-Role' and Groups.Instance=Tickets.id and CachedGroupMembers.GroupId = Groups.id and Principals.id = CachedGroupMembers.MemberId and Principals.Disabled = 0 and Principals.PrincipalType='User' and Users.id=Principals.id and Groups.Type='Requestor'; but i don't known how to integrate it with RT (SearchBuilds) Thanks for help From asefu at fooie.net Tue Apr 18 12:18:46 2006 From: asefu at fooie.net (Alois Sefu) Date: Tue, 18 Apr 2006 12:18:46 -0400 Subject: [rt-users] rt-3.4.5 on Mandriva2006 - perl errors?? (method "new") Message-ID: <44451166.2070407@fooie.net> Hello, I'm running rt-3.4.5 on mandriva2006 w/ apache 1.3.34, mod_perl -1.29 (DSO). I also tried with apache-2.0.2 that came stock with the system with mandriva2006 updates applied - I get the same errors. I can log into RT via the browser, but when I try to create a ticket or view queues I get errors shown below (showing only two to keep it brief). (env info below) clicked "Tickets" http://tickets.sys02.dl:8080/Search/Build.html *** START ERROR from browser *** Can't locate object method "new" via package "RT::Interface::Web::QueryBuilder::Tree" at /opt/rt3/share/html/Search/Build.html line 288. Trace begun at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/Exceptions.pm line 129 HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method "new" via package "RT::Interface::Web::QueryBuilder::Tree" at /opt/rt3/share/html/Search/Build.html line 288.^J') called at /opt/rt3/share/html/Search/Build.html line 288 HTML::Mason::Commands::__ANON__(undef, 'SCALAR(0x99bec34)', 'ARRAY(0x99be91c)') called at /opt/rt3/share/html/Search/Build.html line 451 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x99c7dec)') called at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm line 1251 eval {...} at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef) called at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm line 914 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x99a49a8)') called at /opt/rt3/share/html/autohandler line 215 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x84fd9e4)') called at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm line 1246 eval {...} at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef, undef) called at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm line 459 eval {...} at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm line 459 eval {...} at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm line 411 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x99a49a8)') called at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x99a49a8)') called at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 826 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x924ab30)', 'Apache=SCALAR(0x8ef3b0c)') called at /opt/rt3/bin/webmux.pl line 123 eval {...} at /opt/rt3/bin/webmux.pl line 123 RT::Mason::handler('Apache=SCALAR(0x8ef3b0c)') called at /dev/null line 0 eval {...} at /dev/null line 0 *** END ERROR from browser *** clicked "Tools" http://tickets.sys02.dl:8080/Tools/Offline.html *** START ERROR from browser *** Undefined subroutine &Scalar::Util::weaken called at /opt/rt3/lib/RT/Action/Generic.pm line 108. Trace begun at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/Exceptions.pm line 129 HTML::Mason::Exceptions::rethrow_exception('Undefined subroutine &Scalar::Util::weaken called at /opt/rt3/lib/RT/Action/Generic.pm line 108.^J') called at /opt/rt3/lib/RT/Action/Generic.pm line 108 RT::Action::Generic::_Init('RT::Action::CreateTickets=HASH(0x9b889b4)', 'CurrentUser', 'RT::CurrentUser=HASH(0x84fa3c0)') called at /opt/rt3/lib/RT/Action/Generic.pm line 80 RT::Action::Generic::new('RT::Action::CreateTickets', 'CurrentUser', 'RT::CurrentUser=HASH(0x84fa3c0)') called at /opt/rt3/share/html/Tools/Offline.html line 107 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9b88ad4)') called at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm line 1251 eval {...} at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef) called at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm line 914 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x96b4234)') called at /opt/rt3/share/html/autohandler line 215 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x99143d0)') called at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm line 1246 eval {...} at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef, undef) called at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm line 459 eval {...} at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm line 459 eval {...} at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm line 411 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x96b4234)') called at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x96b4234)') called at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 826 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x924ab30)', 'Apache=SCALAR(0x8ef3b0c)') called at /opt/rt3/bin/webmux.pl line 123 eval {...} at /opt/rt3/bin/webmux.pl line 123 RT::Mason::handler('Apache=SCALAR(0x8ef3b0c)') called at /dev/null line 0 eval {...} at /dev/null line 0 *** END ERROR from browser *** ** Apache Conf ** ServerName tickets.sys02.dl DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason ** apache ** /opt/apache-1.3.34/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_info.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 Server Version: Apache/1.3.34 (Unix) mod_perl/1.29 Server Built: Apr 18 2006 12:00:34 API Version: 19990320:18 Run Mode: standalone User/Group: apache(71)/65534 Hostname/port: sys02.dl:80 Daemons: start: 5 min idle: 5 max idle: 10 max: 150 Max Requests: per child: 0 keep alive: on max per connection: 100 Threads: per child: 0 Excess requests: per child: 0 Timeouts: connection: 300 keep-alive: 15 Server Root: /opt/apache-1.3.34 Config File: conf/httpd.conf PID File: /opt/apache-1.3.34/logs/httpd.pid Scoreboard File: /opt/apache-1.3.34/logs/httpd.scoreboard mod_perl was install with "perl Makefile.PL USE_APXS=1 WITH_APXS=/opt/apache-1.3.34/bin/apxs EVERYTHING=1" rt configure with "./configure --with-web-user=apache --with-web-group=apache" apache is in rt group. ***** Thanks for reading ... Alois. From lists at akphs.com Tue Apr 18 13:11:07 2006 From: lists at akphs.com (Phil Smith III) Date: Tue, 18 Apr 2006 13:11:07 -0400 Subject: [rt-users] RT-3.0.6pre1 installation report In-Reply-To: <20060418155934.4E35D4D8142@diesel.bestpractical.com> Message-ID: <000201c6630b$15788d90$6a01090a@Basement2> Caveats: I'm an experienced sysprog/PC weenie (25+ years) but a relative Linux tyro. I just upgraded from 3.4.4 to 3.6.0pre1. Aside from my own stupidity here and there, the upgrade went pretty smoothly. A couple of notes: 1) The "make fixdeps" process had problems, as Jim Meyer noted in http://lists.bestpractical.com/pipermail/rt-users/2006-March/037702.html; issuing: export set RT_FIX_DEPS_CMD=cpan allowed it to complete. I had some problems with it because I was running as root; the nicely verbose warnings (I think these are probably from CPAN, not RT) about not running as root solved these. 2) On completion, the README and UPGRADING documents, and the output of "make upgrade", say to look in etc/upgrade, and: For each item in that directory whose name is greater than your previously installed RT version, run: /opt/rt3/sbin/rt-setup-database --action schema \ --datadir etc/upgrade/ /opt/rt3/sbin/rt-setup-database --action acl \ --datadir etc/upgrade/ /opt/rt3/sbin/rt-setup-database --action insert \ --datadir etc/upgrade/ Well, after my upgrade, I found a 3.5.1 subdirectory, so I followed the dictum. The first two of the above commands failed (the "schema" and "acl"), however, as there was apparently nothing for them to do; the "insert" was successful. Seems bad-ish that they fail so ugly-like ("uglyly"?); perhaps at the least, the instructions should note that they may fail. Anyway, the new RT is up and running happily, once I remembered to rename my locally modified versions of the components that were what prompted the upgrade in the first place...! ...phsiii From lists at akphs.com Tue Apr 18 13:20:12 2006 From: lists at akphs.com (Phil Smith III) Date: Tue, 18 Apr 2006 13:20:12 -0400 Subject: [rt-users] Possible RTFM rights bug Message-ID: <001401c6630c$59f8c1f0$6a01090a@Basement2> I'm configuring RTFM on RT 3.6.0pre1. All my internal users are members of a group called Internal, and that group has global rights to queues. I have a user that's for an external customer login; let's call it xyz. That user can be assigned rights, is NOT a member of Internal, and has SeeClass and ShowArticle rights to one of the RTFM classes. The user has no Global rights, either in RTFM or RT. BUT the user can create RTFM articles in that class! Shouldn't he need the CreateArticle right to do so? I'm willing to believe I've done something dumb, but I checked all this twice (I think!). Is there a good way to diagnose rights issues like this? Thanks, ...phsiii From jcolson at voidgate.org Tue Apr 18 13:46:23 2006 From: jcolson at voidgate.org (Joshua Colson) Date: Tue, 18 Apr 2006 10:46:23 -0700 Subject: [rt-users] Possible RTFM rights bug In-Reply-To: <001401c6630c$59f8c1f0$6a01090a@Basement2> References: <001401c6630c$59f8c1f0$6a01090a@Basement2> Message-ID: <1145382383.13645.10.camel@s60r.ination.com> On Tue, 2006-04-18 at 13:20 -0400, Phil Smith III wrote: > I'm configuring RTFM on RT 3.6.0pre1. > > All my internal users are members of a group called Internal, and that group has global rights to queues. > > I have a user that's for an external customer login; let's call it xyz. That user can be assigned rights, is NOT a member of Internal, and has SeeClass and ShowArticle rights to one of the RTFM classes. The user has no Global rights, either in RTFM or RT. > > BUT the user can create RTFM articles in that class! Shouldn't he need the CreateArticle right to do so? > > I'm willing to believe I've done something dumb, but I checked all this twice (I think!). Is there a good way to diagnose rights issues like this? > > Thanks, > ...phsiii Although I've not used it, there is an extension (http://wiki.bestpractical.com/index.cgi?WhoHasRightsToWhat) that is supposed to do show you who has rights to what. HTH -- Joshua Colson From jszabo at dilligaff.rutgers.edu Tue Apr 18 13:53:41 2006 From: jszabo at dilligaff.rutgers.edu (joe) Date: Tue, 18 Apr 2006 13:53:41 -0400 (EDT) Subject: [rt-users] suse 10 perl modules rpm? In-Reply-To: <92535329e18012fb5fdfe7225a9a1eb8@voidgate.org> References: <44340E78.2010001@vitamix.com> <4434294C.5050507@rice.edu> <20060405210144.GN4283@bestpractical.com> <44450CCF.6000308@rice.edu> <92535329e18012fb5fdfe7225a9a1eb8@voidgate.org> Message-ID: I wouldn't mind seeing the spec file. What version of rt is it for? You didn't get the "Can't locate Apache2.pm in @INC" message in /var/log/apache2/error_log? Does the spec file list the versions of all the modules? Joe On Tue, 18 Apr 2006, Joshua Colson wrote: > > On Apr 18, 2006, at 9:12 AM, joe wrote: > > > Did someone ever put that online? > > > > Joe Szabo > > CCF Netops > > Rutgers University > > > I have not yet. I realized that I had built all my rpms for x86_64 arch > and I was in the process of rebuilding them for i386 when I got > distracted. If you would like them, I'll try to get them posted > somewhere in the next couple of days. > > Alternatively, I could just send you the spec files and you could build > them too, although that is a little less fun/easy than just installing > an rpm. > > From jcolson at voidgate.org Tue Apr 18 14:03:39 2006 From: jcolson at voidgate.org (Joshua Colson) Date: Tue, 18 Apr 2006 11:03:39 -0700 Subject: [rt-users] suse 10 perl modules rpm? In-Reply-To: References: <44340E78.2010001@vitamix.com> <4434294C.5050507@rice.edu> <20060405210144.GN4283@bestpractical.com> <44450CCF.6000308@rice.edu> <92535329e18012fb5fdfe7225a9a1eb8@voidgate.org> Message-ID: <1145383419.13645.17.camel@s60r.ination.com> On Tue, 2006-04-18 at 13:53 -0400, joe wrote: > I wouldn't mind seeing the spec file. What version of rt is it for? You > didn't get the "Can't locate Apache2.pm in @INC" message in > /var/log/apache2/error_log? Does the spec file list the versions of all > the modules? > > Joe It is a bunch of spec files. Actually, I don't think that I built any modules for Apache2. I'm running on a dev box with the standalone_httpd. I'm attaching a tar of the spec files that I built for 3.6.0pre0. -- Joshua Colson -------------- next part -------------- A non-text attachment was scrubbed... Name: rt-3.6.0pre0-perl-deps-rpm-specs.tar.bz2 Type: application/x-bzip-compressed-tar Size: 12046 bytes Desc: not available URL: From tmaciak at ci.grand-rapids.mi.us Tue Apr 18 14:37:51 2006 From: tmaciak at ci.grand-rapids.mi.us (tmaciak at ci.grand-rapids.mi.us) Date: Tue, 18 Apr 2006 14:37:51 -0400 Subject: [rt-users] possible bug? can not query for deleted tickets Message-ID: <"H0000c1a01520d4e.1145385470.frozone1.grand-rapids.mi.us*"@MHS> I am using RT v3.4.2 since last August and just found out that you can not query for tickets that have a "Deleted" status in them. I can still view these tickets by entering the ticket number but am not able to search for them. This problem applies to both the Query Builder general and "Advanced" query builder as well. I think it would be nice to have an option to be able to search under deleted tickets since they are still in the database. On a side note - is there a specific place to send bug and/or overall RT feature requests to? Thanks, T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 -------------- next part -------------- An HTML attachment was scrubbed... URL: From lists at akphs.com Tue Apr 18 15:13:59 2006 From: lists at akphs.com (Phil Smith III) Date: Tue, 18 Apr 2006 15:13:59 -0400 Subject: [rt-users] Possible RTFM rights bug In-Reply-To: <1145382383.13645.10.camel@s60r.ination.com> Message-ID: <005e01c6631c$3f3ca150$6a01090a@Basement2> I appreciate the pointer -- it actually says it's been superseded by RTx::RightsMatrix, which I have now installed. Alas, that doesn't know about RTFM! I'll keep tinkering... ...phsiii -----Original Message----- From: Joshua Colson [mailto:jcolson at voidgate.org] Sent: Tuesday, April 18, 2006 1:46 PM To: Phil Smith III Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Possible RTFM rights bug On Tue, 2006-04-18 at 13:20 -0400, Phil Smith III wrote: > I'm configuring RTFM on RT 3.6.0pre1. > > All my internal users are members of a group called Internal, and that group has global rights to queues. > > I have a user that's for an external customer login; let's call it xyz. That user can be assigned rights, is NOT a member of Internal, and has SeeClass and ShowArticle rights to one of the RTFM classes. The user has no Global rights, either in RTFM or RT. > > BUT the user can create RTFM articles in that class! Shouldn't he need the CreateArticle right to do so? > > I'm willing to believe I've done something dumb, but I checked all this twice (I think!). Is there a good way to diagnose rights issues like this? > > Thanks, > ...phsiii Although I've not used it, there is an extension (http://wiki.bestpractical.com/index.cgi?WhoHasRightsToWhat) that is supposed to do show you who has rights to what. HTH -- Joshua Colson From lois.bennett at channing.harvard.edu Tue Apr 18 15:01:16 2006 From: lois.bennett at channing.harvard.edu (Lois Bennett) Date: Tue, 18 Apr 2006 15:01:16 -0400 Subject: [rt-users] New install problems Message-ID: Hi All, I am in the process of installing RT on a new server. We run RT 3.2.1 on another server. I am moving it and upgrading it to 3.4.5 using openpackage sources. This is running on solaris 9. I am able to bring up the web page and change the root password. I get an error when I got to the Configuration page which is below and I get an error if I try to look at the tickets contents also below. Can anyone suggest where I should start trying to solve this? There is nothing in the error log. Any suggestions are very much appreciated. Thanks, Lois This is the error on the Configuration page: error: Invalid <%init> section line at /ilocal/libexec/rt/WebRT/html/Admin/autohandler line 46 context: ... 42: %# works based on those contributions, and sublicense and distribute 43: %# those contributions and any derivatives thereof. 44: %# 45: %# END BPS TAGGED BLOCK }}} 46: <%init> 47: $m->call_next(%ARGS) if $session{'CurrentUser'}->UserObj->HasRight( 48: Right => 'ShowConfigTab', 49: Object => $RT::System, 50: ); ... code stack: /ilocal/libexec/rt/HTML/Mason/Lexer.pm:331 /ilocal/libexec/rt/HTML/Mason/Lexer.pm:184 /ilocal/libexec/rt/HTML/Mason/Lexer.pm:204 /ilocal/libexec/rt/HTML/Mason/Lexer.pm:173 /ilocal/libexec/rt/HTML/Mason/Lexer.pm:121 /ilocal/libexec/rt/HTML/Mason/Lexer.pm:99 /ilocal/libexec/rt/HTML/Mason/Compiler.pm:214 /ilocal/libexec/rt/HTML/Mason/Compiler/ToObject.pm:75 /ilocal/libexec/rt/HTML/Mason/Compiler/ToObject.pm:114 /ilocal/libexec/rt/HTML/Mason/Interp.pm:440 /ilocal/libexec/rt/HTML/Mason/Interp.pm:767 /ilocal/libexec/rt/HTML/Mason/Component.pm:328 /ilocal/libexec/rt/HTML/Mason/Request.pm:422 I was able to create a test ticket and take it as root but the content is missing and I get this What I get(Raw data at the bottom I have left off): X Ticket metadata X The Basics Id: 1 Status: new Left: 0 min Priority: 0/0 Queue: General HTTP/1.1 200 OK Date: Tue, 18 Apr 2006 18:55:26 GMT Server: Apache Pragma: no-cache Cache-control: no-cache Keep-Alive: timeout=15, max=96 Connection: Keep-Alive, Keep-Alive Transfer-Encoding: chunked, chunked Content-Type: text/html System error error: Invalid <%args> section line at /ilocal/libexec/rt/WebRT/html/Ticket/Elements/ShowUserEntry line 55 context: ... 51: % } 52: 53: <%ARGS> 54: $User => undef 55: code stack: /ilocal/libexec/rt/HTML/Mason/Lexer.pm:331 /ilocal/libexec/rt/HTML/Mason/Lexer.pm:267 /ilocal/libexec/rt/HTML/Mason/Lexer.pm:173 /ilocal/libexec/rt/HTML/Mason/Lexer.pm:121 /ilocal/libexec/rt/HTML/Mason/Lexer.pm:99 /ilocal/libexec/rt/HTML/Mason/Compiler.pm:214 /ilocal/libexec/rt/HTML/Mason/Compiler/ToObject.pm:75 /ilocal/libexec/rt/HTML/Mason/Compiler/ToObject.pm:114 /ilocal/libexec/rt/HTML/Mason/Interp.pm:440 /ilocal/libexec/rt/HTML/Mason/Request.pm:1088 /ilocal/libexec/rt/HTML/Mason/Request.pm:1021 /ilocal/libexec/rt/HTML/Mason/Request.pm:1197 /ilocal/libexec/rt/WebRT/html/Ticket/Elements/ShowPeople:49 /ilocal/libexec/rt/WebRT/html/Ticket/Elements/ShowSummary:70 /ilocal/libexec/rt/WebRT/html/Ticket/Display.html:57 /ilocal/libexec/rt/WebRT/html/autohandler:215 From bradp at newmediagateway.com Tue Apr 18 16:03:13 2006 From: bradp at newmediagateway.com (Brad Pinkston) Date: Tue, 18 Apr 2006 15:03:13 -0500 Subject: [rt-users] Custom Statuses Message-ID: So is this a yes? Is everything working 100% with this setup? Does the HTML automatically give you the new statuses as the option, or is that hardcoded? Brad Pinkston Senior Systems Administrator New Media Gateway O: 214.206.3485 M: 469.682.6487 F: 303.496.2712 -----Original Message----- From: Schultz, Eric [mailto:ESchultz at corp.untd.com] Sent: Wednesday, April 12, 2006 1:17 PM To: Brad Pinkston; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Custom Statuses I noticed that the link you reference says you can't have a status longer than 10 characters. Does anyone know why this is? That explains why I got the error it describes for a status of "resolved_notdone". I thought it may have been the underscore, but I never looked into it. ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Brad Pinkston Sent: Wednesday, April 12, 2006 10:25 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Custom Statuses Is adding custom statuses like this really work this easily? Has anyone had any trouble with this procedure? http://wiki.bestpractical.com/index.cgi?CustomStatuses Brad Pinkston Senior Systems Administrator New Media Gateway O: 214.206.3485 M: 469.682.6487 F: 303.496.2712 From ESchultz at corp.untd.com Tue Apr 18 16:07:05 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Tue, 18 Apr 2006 13:07:05 -0700 Subject: [rt-users] Custom Statuses Message-ID: <5613F89D78D2F545A40423EBA5535C300ECEB663@LAXEVS01.lax.corp.int.untd.com> Yes, it should all work automatically. You don't have a dev/test instance to test this on? Eric Schultz United Online > -----Original Message----- > From: Brad Pinkston [mailto:bradp at newmediagateway.com] > Sent: Tuesday, April 18, 2006 1:03 PM > To: Schultz, Eric; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] Custom Statuses > > So is this a yes? Is everything working 100% with this > setup? Does the > HTML automatically give you the new statuses as the option, or is that > hardcoded? > > > Brad Pinkston > Senior Systems Administrator > New Media Gateway > O: 214.206.3485 > M: 469.682.6487 > F: 303.496.2712 > > > -----Original Message----- > From: Schultz, Eric [mailto:ESchultz at corp.untd.com] > Sent: Wednesday, April 12, 2006 1:17 PM > To: Brad Pinkston; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] Custom Statuses > > I noticed that the link you reference says you can't have a status > longer than 10 characters. Does anyone know why this is? > That explains > why I got the error it describes for a status of > "resolved_notdone". I > thought it may have been the underscore, but I never looked into it. > > ________________________________ > > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Brad > Pinkston > Sent: Wednesday, April 12, 2006 10:25 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Custom Statuses > > > Is adding custom statuses like this really work this easily? > Has anyone had any trouble with this procedure? > > http://wiki.bestpractical.com/index.cgi?CustomStatuses > > > > Brad Pinkston > Senior Systems Administrator > New Media Gateway > O: 214.206.3485 > M: 469.682.6487 > F: 303.496.2712 > From vance.vagell at audiumcorp.com Tue Apr 18 17:40:48 2006 From: vance.vagell at audiumcorp.com (Vance Vagell) Date: Tue, 18 Apr 2006 17:40:48 -0400 Subject: [rt-users] SelfService custom fields, howto? Message-ID: <1145396448.29427.5.camel@rhodium.audiumcorp.com> Hello, I have been toiling with this issue for a while now -- how to get custom fields to show up on the SelfService ticket creation page (the page regsitered but unprivileged users see). For reference, the HTML file that powers this page is: RT_DIR/share/html/SelfService/Create.html (though of course we edit the copy in "local" so as to not overwrite this original) I've created a bunch of custom fields, and given the Everyone group rights to see and edit these fields in our main queue. Then, I took a look at Create.html from the Ticket directory (this is the file that privileged users see when they request a ticket) to see how that page includes the custom fields. The following code is used in this Create.html: <& /Ticket/Elements/EditCustomFields, QueueObj => $QueueObj &> % if ($TxnCFs->Count) { % while (my $CF = $TxnCFs->Next()) { <% $CF->Name %>: <& /Elements/EditCustomField, CustomField => $CF, NamePrefix => "Object-RT::Transaction--CustomField-" &><% $CF->FriendlyType % > % } % } However, I found that including this same code in the SelfService's Create.html did not do the trick -- it resulted in some empty tables on the page. My current thinking is that maybe the includes in this code (e.g. /Ticket/Elements/EditCustomFields, etc.) aren't available from the SelfService directory. I noticed that the RT Wiki mentioned that someone had once posted a code snippet to get this to work, but the Wiki doesn't know where to find it (see http://wiki.bestpractical.com/index.cgi?PostQuestionsHere ). Does anyone know how this can be done? Any suggestions would be greatly appreciated. Regards, Vance -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Tue Apr 18 17:53:05 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 18 Apr 2006 17:53:05 -0400 Subject: [rt-users] SelfService custom fields, howto? In-Reply-To: <1145396448.29427.5.camel@rhodium.audiumcorp.com> References: <1145396448.29427.5.camel@rhodium.audiumcorp.com> Message-ID: <20060418215304.GB4283@bestpractical.com> On Tue, Apr 18, 2006 at 05:40:48PM -0400, Vance Vagell wrote: > Hello, > > I have been toiling with this issue for a while now -- how to get custom > fields to show up on the SelfService ticket creation page (the page > regsitered but unprivileged users see). For reference, the HTML file > that powers this page is: Try grantin unprivileged users the rights to see and modify the custom field directly? > RT_DIR/share/html/SelfService/Create.html > (though of course we edit the copy in "local" so as to not overwrite > this original) > > I've created a bunch of custom fields, and given the Everyone group > rights to see and edit these fields in our main queue. Then, I took a > look at Create.html from the Ticket directory (this is the file that > privileged users see when they request a ticket) to see how that page > includes the custom fields. The following code is used in this > Create.html: > > > > <& /Ticket/Elements/EditCustomFields, QueueObj => $QueueObj &> > > > % if ($TxnCFs->Count) { > % while (my $CF = $TxnCFs->Next()) { > > <% $CF->Name %>: > <& /Elements/EditCustomField, CustomField => $CF, NamePrefix => > "Object-RT::Transaction--CustomField-" &><% $CF->FriendlyType % > > > > % } > % } > > However, I found that including this same code in the SelfService's > Create.html did not do the trick -- it resulted in some empty tables on > the page. My current thinking is that maybe the includes in this code > (e.g. /Ticket/Elements/EditCustomFields, etc.) aren't available from the > SelfService directory. > > I noticed that the RT Wiki mentioned that someone had once posted a code > snippet to get this to work, but the Wiki doesn't know where to find it > (see http://wiki.bestpractical.com/index.cgi?PostQuestionsHere ). Does > anyone know how this can be done? Any suggestions would be greatly > appreciated. > > Regards, > Vance > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html -- From jcolson at voidgate.org Tue Apr 18 19:53:59 2006 From: jcolson at voidgate.org (Joshua Colson) Date: Tue, 18 Apr 2006 16:53:59 -0700 Subject: [rt-users] Group permissions problem. Message-ID: <1145404439.13645.66.camel@s60r.ination.com> I have the following group setup (rt-3.6.0pre1): ----------------------- GroupStaff: Members: User1 User2 User3 GroupManagers Rights: SeeQueue OwnTicket TakeTicket ...etc GroupManagers: Members: Manager1 Manager2 Rights: AdminQueue Watch ------------------------ My question is, shouldn't Manager1 and Manager2 have the right to SeeQueue, OwnTicket, etc by virtue of the fact that the 'GroupManagers' group is a member of the 'GroupStaff' group? Thanks. From jesse at bestpractical.com Tue Apr 18 19:56:25 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 18 Apr 2006 19:56:25 -0400 Subject: [rt-users] Group permissions problem. In-Reply-To: <1145404439.13645.66.camel@s60r.ination.com> References: <1145404439.13645.66.camel@s60r.ination.com> Message-ID: <20060418235625.GC4283@bestpractical.com> > > My question is, shouldn't Manager1 and Manager2 have the right to > SeeQueue, OwnTicket, etc by virtue of the fact that the 'GroupManagers' > group is a member of the 'GroupStaff' group? Yes. > > Thanks. From todd at chaka.net Tue Apr 18 20:13:31 2006 From: todd at chaka.net (Todd Chapman) Date: Tue, 18 Apr 2006 20:13:31 -0400 Subject: [rt-users] Group permissions problem. In-Reply-To: <1145404439.13645.66.camel@s60r.ination.com> References: <1145404439.13645.66.camel@s60r.ination.com> Message-ID: <20060419001331.GC30820@chaka.net> RTx::RightsMatrix can help you view and manage rights. It's on CPAN. -Todd On Tue, Apr 18, 2006 at 04:53:59PM -0700, Joshua Colson wrote: > I have the following group setup (rt-3.6.0pre1): > > ----------------------- > > GroupStaff: > Members: > User1 > User2 > User3 > GroupManagers > Rights: > SeeQueue > OwnTicket > TakeTicket > ...etc > > GroupManagers: > Members: > Manager1 > Manager2 > Rights: > AdminQueue > Watch > > ------------------------ > > My question is, shouldn't Manager1 and Manager2 have the right > to > SeeQueue, OwnTicket, etc by virtue of the fact that the > 'GroupManagers' > group is a member of the 'GroupStaff' group? > > Thanks. > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From eric.valor at daimlerchrysler.com Tue Apr 18 20:37:43 2006 From: eric.valor at daimlerchrysler.com (eric.valor at daimlerchrysler.com) Date: Tue, 18 Apr 2006 17:37:43 -0700 Subject: [rt-users] Problem creating new user account with LDAP auth In-Reply-To: <6792fb9a0604070036r4324be47id29229e322a5a09f@mail.gmail.com> Message-ID: All: While my users authenticate and a very basic account is created on RT, apparently the full account creation fails. I've attached the final relevant bits from my logging. You can see that the user (myuser) is successfully logged in and authenticated against my Active Directory server at domain.com. But the population of info into the account fails. Apparently the account information is not being read from the AD server. I've used the Mosemann LDAP contribution with a more AD-friendly modified RT_SiteConfig.pm. I've also tried using the Automatic Account Creation via LDAP (http://wiki.bestpractical.com/index.cgi?AutoCreateFromExternalUserInfo). Any ideas? I suspect that nobody is really doing a full account dump from an AD server into RT. I'm a medium-weight PERL hacker, but not at the level of attacking RT code unguided. Logging: [Wed Apr 19 00:09:35 2006] [warning]: DBD::mysql::st execute failed: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL server version for the right syntax to use near 'user paramater, LastUpdated) VALUES ('Autocreated with LDAP Dat at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 480. (/usr/share/request-tracker3.4/lib/RT.pm:277) [Wed Apr 19 00:09:35 2006] [warning]: RT::Handle=HASH(0x99adbdc) couldn't execute the query 'INSERT INTO Users (Comments, RealName, EmailAddress, Creator, LastUpdatedBy, Password, Created, id, Name, RT user paramater, LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 494. (/usr/share/request-tracker3.4/lib/RT.pm:277) [Wed Apr 19 00:09:35 2006] [error]: Could not create a new user - (/usr/share/request-tracker3.4/lib/RT/User_Overlay.pm:267) [Wed Apr 19 00:09:36 2006] [debug]: About to think about scrips for transaction #30 (/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:154) [Wed Apr 19 00:09:36 2006] [debug]: About to think about scrips for transaction #31 (/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:154) [Wed Apr 19 00:09:36 2006] [info]: Using LDAP External Authentication (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:101) [Wed Apr 19 00:09:36 2006] [debug]: LDAPAuth: First search filter '(&(sAMAccountName=)(objectclass=user))' (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:136) [Wed Apr 19 00:09:36 2006] [debug]: LDAPAuth: First search produced 1 results (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:146) [Wed Apr 19 00:09:36 2006] [debug]: LDAP DN: CN=,CN=Users,DC=,DC=com (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:154) [Wed Apr 19 00:09:36 2006] [debug]: AUTH OK: - LDAP (CN=,CN=Users,DC=,DC=com) (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:162) [Wed Apr 19 00:09:36 2006] [info]: Successful login for from 111.222.333.444 (/usr/local/share/request-tracker3.4/html/autohandler:153) Here's my RT_SiteConfig relevant parts: $LdapBase="cn=Users,dc=,dc=com"; # search base $LdapUidAttr="sAMAccountName"; # attribute for RT account name $LdapNameAttr="cn"; # attribute for RT user name $LdapMailAttr="mail"; # attribute for RT email addy $LdapFilter="(objectclass=user)"; # filter LDAP entries (e.g., only people) $LdapMailBase="cn=Users,cn=,cn=com"; # set email entries $LdapMailFilter="(objectclass=user)"; # filter LDAP entries (e.g., only people) $LdapMailScope="sub"; # $LdapMap = { # map LDAP attributes to RT3 'RT user paramater' => 'LDAP entry', 'Name' => $RT::LdapUidAttr, 'EmailAddress' => 'mail', 'RealName' => 'cn', }; -- Eric N. Valor Sr. Systems Administrator DaimlerChrysler Research & Technology North America, Inc. eric.valor at daimlerchrysler.com 1510 Page Mill Road, Palo Alto, CA 94304 CIMS 931-00-00 650-845-2536 : This Space Intentionally Left Blank : -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Tue Apr 18 21:01:22 2006 From: todd at chaka.net (Todd Chapman) Date: Tue, 18 Apr 2006 21:01:22 -0400 Subject: [rt-users] Problem creating new user account with LDAP auth In-Reply-To: References: <6792fb9a0604070036r4324be47id29229e322a5a09f@mail.gmail.com> Message-ID: <20060419010122.GE30820@chaka.net> What is this? couldn't execute the query 'INSERT INTO Users (Comments, RealName, EmailAddress, Creator, LastUpdatedBy, Password, Created, id, Name, RT user paramater, LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at That "RT user paramater" part looks wrong... On Tue, Apr 18, 2006 at 05:37:43PM -0700, eric.valor at daimlerchrysler.com wrote: > All: > > While my users authenticate and a very basic account is created on RT, > apparently the full account creation fails. I've attached the final > relevant bits from my logging. > > You can see that the user (myuser) is successfully logged in and > authenticated against my Active Directory server at domain.com. But the > population of info into the account fails. Apparently the account > information is not being read from the AD server. > > I've used the Mosemann LDAP contribution with a more AD-friendly modified > RT_SiteConfig.pm. I've also tried using the Automatic Account Creation > via LDAP > (http://wiki.bestpractical.com/index.cgi?AutoCreateFromExternalUserInfo). > > Any ideas? I suspect that nobody is really doing a full account dump from > an AD server into RT. I'm a medium-weight PERL hacker, but not at the > level of attacking RT code unguided. > > Logging: > > [Wed Apr 19 00:09:35 2006] [warning]: DBD::mysql::st execute failed: You > have an error in your SQL syntax. Check the manual that corresponds to > your MySQL server version for the right syntax to use near 'user > paramater, LastUpdated) VALUES ('Autocreated with LDAP Dat at > /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 480. > (/usr/share/request-tracker3.4/lib/RT.pm:277) > [Wed Apr 19 00:09:35 2006] [warning]: RT::Handle=HASH(0x99adbdc) couldn't > execute the query 'INSERT INTO Users (Comments, RealName, EmailAddress, > Creator, LastUpdatedBy, Password, Created, id, Name, RT user paramater, > LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at > /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 494. > (/usr/share/request-tracker3.4/lib/RT.pm:277) > [Wed Apr 19 00:09:35 2006] [error]: Could not create a new user - > (/usr/share/request-tracker3.4/lib/RT/User_Overlay.pm:267) > [Wed Apr 19 00:09:36 2006] [debug]: About to think about scrips for > transaction #30 > (/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:154) > [Wed Apr 19 00:09:36 2006] [debug]: About to think about scrips for > transaction #31 > (/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:154) > [Wed Apr 19 00:09:36 2006] [info]: Using LDAP External Authentication > (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:101) > [Wed Apr 19 00:09:36 2006] [debug]: LDAPAuth: First search filter > '(&(sAMAccountName=)(objectclass=user))' > (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:136) > [Wed Apr 19 00:09:36 2006] [debug]: LDAPAuth: First search produced 1 > results > (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:146) > [Wed Apr 19 00:09:36 2006] [debug]: LDAP DN: > CN=,CN=Users,DC=,DC=com > (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:154) > [Wed Apr 19 00:09:36 2006] [debug]: AUTH OK: - LDAP > (CN=,CN=Users,DC=,DC=com) > (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:162) > [Wed Apr 19 00:09:36 2006] [info]: Successful login for from > 111.222.333.444 (/usr/local/share/request-tracker3.4/html/autohandler:153) > > Here's my RT_SiteConfig relevant parts: > > $LdapBase="cn=Users,dc=,dc=com"; # search base > $LdapUidAttr="sAMAccountName"; # attribute for RT account > name > $LdapNameAttr="cn"; # attribute for RT user > name > $LdapMailAttr="mail"; # attribute for RT email > addy > $LdapFilter="(objectclass=user)"; # filter LDAP entries > (e.g., only people) > $LdapMailBase="cn=Users,cn=,cn=com"; # set email entries > $LdapMailFilter="(objectclass=user)"; # filter LDAP entries > (e.g., only people) > $LdapMailScope="sub"; # > $LdapMap = { # map LDAP attributes to RT3 > 'RT user paramater' => 'LDAP entry', > 'Name' => $RT::LdapUidAttr, > 'EmailAddress' => 'mail', > 'RealName' => 'cn', > }; > > > -- > Eric N. Valor > Sr. Systems Administrator > DaimlerChrysler Research & Technology North America, Inc. > eric.valor at daimlerchrysler.com > 1510 Page Mill Road, Palo Alto, CA 94304 > CIMS 931-00-00 > 650-845-2536 > > : This Space Intentionally Left Blank : > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From eric.valor at daimlerchrysler.com Tue Apr 18 21:09:46 2006 From: eric.valor at daimlerchrysler.com (eric.valor at daimlerchrysler.com) Date: Tue, 18 Apr 2006 18:09:46 -0700 Subject: [rt-users] Problem creating new user account with LDAP auth In-Reply-To: <20060419010122.GE30820@chaka.net> Message-ID: Looks like part of the RT_SiteConfig, based upon the misspelling. But I'm not sure whether the fault lies in Handle.pm or RT.pm (or my Config). -- Eric N. Valor Sr. Systems Administrator DaimlerChrysler Research & Technology North America, Inc. eric.valor at daimlerchrysler.com 1510 Page Mill Road, Palo Alto, CA 94304 CIMS 931-00-00 650-845-2536 : This Space Intentionally Left Blank : Todd Chapman 04/18/2006 06:01 PM To eric.valor at daimlerchrysler.com cc rt-users at lists.bestpractical.com Subject Re: [rt-users] Problem creating new user account with LDAP auth What is this? couldn't execute the query 'INSERT INTO Users (Comments, RealName, EmailAddress, Creator, LastUpdatedBy, Password, Created, id, Name, RT user paramater, LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at That "RT user paramater" part looks wrong... On Tue, Apr 18, 2006 at 05:37:43PM -0700, eric.valor at daimlerchrysler.com wrote: > All: > > While my users authenticate and a very basic account is created on RT, > apparently the full account creation fails. I've attached the final > relevant bits from my logging. > > You can see that the user (myuser) is successfully logged in and > authenticated against my Active Directory server at domain.com. But the > population of info into the account fails. Apparently the account > information is not being read from the AD server. > > I've used the Mosemann LDAP contribution with a more AD-friendly modified > RT_SiteConfig.pm. I've also tried using the Automatic Account Creation > via LDAP > (http://wiki.bestpractical.com/index.cgi?AutoCreateFromExternalUserInfo ). > > Any ideas? I suspect that nobody is really doing a full account dump from > an AD server into RT. I'm a medium-weight PERL hacker, but not at the > level of attacking RT code unguided. > > Logging: > > [Wed Apr 19 00:09:35 2006] [warning]: DBD::mysql::st execute failed: You > have an error in your SQL syntax. Check the manual that corresponds to > your MySQL server version for the right syntax to use near 'user > paramater, LastUpdated) VALUES ('Autocreated with LDAP Dat at > /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 480. > (/usr/share/request-tracker3.4/lib/RT.pm:277) > [Wed Apr 19 00:09:35 2006] [warning]: RT::Handle=HASH(0x99adbdc) couldn't > execute the query 'INSERT INTO Users (Comments, RealName, EmailAddress, > Creator, LastUpdatedBy, Password, Created, id, Name, RT user paramater, > LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at > /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 494. > (/usr/share/request-tracker3.4/lib/RT.pm:277) > [Wed Apr 19 00:09:35 2006] [error]: Could not create a new user - > (/usr/share/request-tracker3.4/lib/RT/User_Overlay.pm:267) > [Wed Apr 19 00:09:36 2006] [debug]: About to think about scrips for > transaction #30 > (/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:154) > [Wed Apr 19 00:09:36 2006] [debug]: About to think about scrips for > transaction #31 > (/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:154) > [Wed Apr 19 00:09:36 2006] [info]: Using LDAP External Authentication > (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:101) > [Wed Apr 19 00:09:36 2006] [debug]: LDAPAuth: First search filter > '(&(sAMAccountName=)(objectclass=user))' > (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:136) > [Wed Apr 19 00:09:36 2006] [debug]: LDAPAuth: First search produced 1 > results > (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:146) > [Wed Apr 19 00:09:36 2006] [debug]: LDAP DN: > CN=,CN=Users,DC=,DC=com > (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:154) > [Wed Apr 19 00:09:36 2006] [debug]: AUTH OK: - LDAP > (CN=,CN=Users,DC=,DC=com) > (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:162) > [Wed Apr 19 00:09:36 2006] [info]: Successful login for from > 111.222.333.444 (/usr/local/share/request-tracker3.4/html/autohandler:153) > > Here's my RT_SiteConfig relevant parts: > > $LdapBase="cn=Users,dc=,dc=com"; # search base > $LdapUidAttr="sAMAccountName"; # attribute for RT account > name > $LdapNameAttr="cn"; # attribute for RT user > name > $LdapMailAttr="mail"; # attribute for RT email > addy > $LdapFilter="(objectclass=user)"; # filter LDAP entries > (e.g., only people) > $LdapMailBase="cn=Users,cn=,cn=com"; # set email entries > $LdapMailFilter="(objectclass=user)"; # filter LDAP entries > (e.g., only people) > $LdapMailScope="sub"; # > $LdapMap = { # map LDAP attributes to RT3 > 'RT user paramater' => 'LDAP entry', > 'Name' => $RT::LdapUidAttr, > 'EmailAddress' => 'mail', > 'RealName' => 'cn', > }; > > > -- > Eric N. Valor > Sr. Systems Administrator > DaimlerChrysler Research & Technology North America, Inc. > eric.valor at daimlerchrysler.com > 1510 Page Mill Road, Palo Alto, CA 94304 > CIMS 931-00-00 > 650-845-2536 > > : This Space Intentionally Left Blank : > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Tue Apr 18 22:43:47 2006 From: todd at chaka.net (Todd Chapman) Date: Tue, 18 Apr 2006 22:43:47 -0400 Subject: [rt-users] Problem creating new user account with LDAP auth In-Reply-To: References: <20060419010122.GE30820@chaka.net> Message-ID: <20060419024347.GF30820@chaka.net> I would take that line out of config. Doesn't make sense. On Tue, Apr 18, 2006 at 06:09:46PM -0700, eric.valor at daimlerchrysler.com wrote: > Looks like part of the RT_SiteConfig, based upon the misspelling. But I'm > not sure whether the fault lies in Handle.pm or RT.pm (or my Config). > > > -- > Eric N. Valor > Sr. Systems Administrator > DaimlerChrysler Research & Technology North America, Inc. > eric.valor at daimlerchrysler.com > 1510 Page Mill Road, Palo Alto, CA 94304 > CIMS 931-00-00 > 650-845-2536 > > : This Space Intentionally Left Blank : > > > > > Todd Chapman > 04/18/2006 06:01 PM > > To > eric.valor at daimlerchrysler.com > cc > rt-users at lists.bestpractical.com > Subject > Re: [rt-users] Problem creating new user account with LDAP auth > > > > > > > What is this? > > couldn't > execute the query 'INSERT INTO Users (Comments, RealName, EmailAddress, > Creator, LastUpdatedBy, Password, Created, id, Name, RT user paramater, > LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at > > > That "RT user paramater" part looks wrong... > > On Tue, Apr 18, 2006 at 05:37:43PM -0700, eric.valor at daimlerchrysler.com > wrote: > > All: > > > > While my users authenticate and a very basic account is created on RT, > > apparently the full account creation fails. I've attached the final > > relevant bits from my logging. > > > > You can see that the user (myuser) is successfully logged in and > > authenticated against my Active Directory server at domain.com. But the > > > population of info into the account fails. Apparently the account > > information is not being read from the AD server. > > > > I've used the Mosemann LDAP contribution with a more AD-friendly > modified > > RT_SiteConfig.pm. I've also tried using the Automatic Account Creation > > via LDAP > > (http://wiki.bestpractical.com/index.cgi?AutoCreateFromExternalUserInfo > ). > > > > Any ideas? I suspect that nobody is really doing a full account dump > from > > an AD server into RT. I'm a medium-weight PERL hacker, but not at the > > level of attacking RT code unguided. > > > > Logging: > > > > [Wed Apr 19 00:09:35 2006] [warning]: DBD::mysql::st execute failed: You > > > have an error in your SQL syntax. Check the manual that corresponds to > > your MySQL server version for the right syntax to use near 'user > > paramater, LastUpdated) VALUES ('Autocreated with LDAP Dat at > > /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 480. > > (/usr/share/request-tracker3.4/lib/RT.pm:277) > > [Wed Apr 19 00:09:35 2006] [warning]: RT::Handle=HASH(0x99adbdc) > couldn't > > execute the query 'INSERT INTO Users (Comments, RealName, EmailAddress, > > Creator, LastUpdatedBy, Password, Created, id, Name, RT user paramater, > > LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at > > /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 494. > > (/usr/share/request-tracker3.4/lib/RT.pm:277) > > [Wed Apr 19 00:09:35 2006] [error]: Could not create a new user - > > (/usr/share/request-tracker3.4/lib/RT/User_Overlay.pm:267) > > [Wed Apr 19 00:09:36 2006] [debug]: About to think about scrips for > > transaction #30 > > (/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:154) > > [Wed Apr 19 00:09:36 2006] [debug]: About to think about scrips for > > transaction #31 > > (/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:154) > > [Wed Apr 19 00:09:36 2006] [info]: Using LDAP External Authentication > > (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:101) > > [Wed Apr 19 00:09:36 2006] [debug]: LDAPAuth: First search filter > > '(&(sAMAccountName=)(objectclass=user))' > > (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:136) > > [Wed Apr 19 00:09:36 2006] [debug]: LDAPAuth: First search produced 1 > > results > > (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:146) > > [Wed Apr 19 00:09:36 2006] [debug]: LDAP DN: > > CN=,CN=Users,DC=,DC=com > > (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:154) > > [Wed Apr 19 00:09:36 2006] [debug]: AUTH OK: - LDAP > > (CN=,CN=Users,DC=,DC=com) > > (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:162) > > [Wed Apr 19 00:09:36 2006] [info]: Successful login for from > > 111.222.333.444 > (/usr/local/share/request-tracker3.4/html/autohandler:153) > > > > Here's my RT_SiteConfig relevant parts: > > > > $LdapBase="cn=Users,dc=,dc=com"; # search base > > $LdapUidAttr="sAMAccountName"; # attribute for RT > account > > name > > $LdapNameAttr="cn"; # attribute for RT user > > name > > $LdapMailAttr="mail"; # attribute for RT email > > > addy > > $LdapFilter="(objectclass=user)"; # filter LDAP entries > > (e.g., only people) > > $LdapMailBase="cn=Users,cn=,cn=com"; # set email entries > > $LdapMailFilter="(objectclass=user)"; # filter LDAP entries > > (e.g., only people) > > $LdapMailScope="sub"; # > > $LdapMap = { # map LDAP attributes to RT3 > > 'RT user paramater' => 'LDAP entry', > > 'Name' => $RT::LdapUidAttr, > > 'EmailAddress' => 'mail', > > 'RealName' => 'cn', > > }; > > > > > > -- > > Eric N. Valor > > Sr. Systems Administrator > > DaimlerChrysler Research & Technology North America, Inc. > > eric.valor at daimlerchrysler.com > > 1510 Page Mill Road, Palo Alto, CA 94304 > > CIMS 931-00-00 > > 650-845-2536 > > > > : This Space Intentionally Left Blank : > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > From joelp35 at yahoo.com Tue Apr 18 22:50:05 2006 From: joelp35 at yahoo.com (Joel p) Date: Tue, 18 Apr 2006 19:50:05 -0700 (PDT) Subject: [rt-users] Request racker and exchange server In-Reply-To: <20060419024347.GF30820@chaka.net> Message-ID: <20060419025005.60794.qmail@web60912.mail.yahoo.com> I was wondering if anyone has got RT to work with Exchange server? Thank you, Joel Pogue --------------------------------- Love cheap thrills? Enjoy PC-to-Phone calls to 30+ countries for just 2?/min with Yahoo! Messenger with Voice. -------------- next part -------------- An HTML attachment was scrubbed... URL: From dshannon at techfluent.com Tue Apr 18 23:14:24 2006 From: dshannon at techfluent.com (Duncan Shannon) Date: Tue, 18 Apr 2006 22:14:24 -0500 Subject: [rt-users] Request racker and exchange server Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB4527C0A7@TF-FS2.internal.techfluent.com> >I was wondering if anyone has got RT to work with Exchange server? We use exchange and request tracker. However, we still have an MTA on the RT server. Email goes to support at myco.com (which is email address that lives on an exchange server) which then in exchange, it actually delivers that to a "Contact" that has an email address of support at myrtserver.myco.com and enters the RT gateway. The RT queue still uses support at myco.com as its email. Will that do what you need/want or were you hoping to do something else... you didn't really specify much in your email. duncan From eric.valor at daimlerchrysler.com Tue Apr 18 23:17:39 2006 From: eric.valor at daimlerchrysler.com (eric.valor at daimlerchrysler.com) Date: Tue, 18 Apr 2006 20:17:39 -0700 Subject: [rt-users] Problem creating new user account with LDAP auth In-Reply-To: <20060419024347.GF30820@chaka.net> Message-ID: It appears to be the bit that passes LDAP info to RT in order to fill out fields in the new user creation (first time logging into RT authenticated against my AD server). Taking it out removes the error but now I get user records with just the username and none of the LDAP info. $LdapMap is used in EmailParser_Local.pm in the Mosemann LDAP/SMB contribution I'm using: $LdapMap = { # map LDAP attributes to RT3 'RT user paramater' => 'LDAP entry', 'Name' => $RT::LdapUidAttr, 'EmailAddress' => 'mail', 'RealName' => 'cn', }; I'd contact Mr. Mosemann, but his Readme says he's not supporting the code. I'll play around with this a bit (now where did I put that Camel book..?). Thanks for the guidance. -- Eric N. Valor Sr. Systems Administrator DaimlerChrysler Research & Technology North America, Inc. eric.valor at daimlerchrysler.com 1510 Page Mill Road, Palo Alto, CA 94304 CIMS 931-00-00 650-845-2536 : This Space Intentionally Left Blank : Todd Chapman 04/18/2006 07:43 PM To eric.valor at daimlerchrysler.com cc rt-users at lists.bestpractical.com Subject Re: [rt-users] Problem creating new user account with LDAP auth I would take that line out of config. Doesn't make sense. On Tue, Apr 18, 2006 at 06:09:46PM -0700, eric.valor at daimlerchrysler.com wrote: > Looks like part of the RT_SiteConfig, based upon the misspelling. But I'm > not sure whether the fault lies in Handle.pm or RT.pm (or my Config). > > > -- > Eric N. Valor > Sr. Systems Administrator > DaimlerChrysler Research & Technology North America, Inc. > eric.valor at daimlerchrysler.com > 1510 Page Mill Road, Palo Alto, CA 94304 > CIMS 931-00-00 > 650-845-2536 > > : This Space Intentionally Left Blank : > > > > > Todd Chapman > 04/18/2006 06:01 PM > > To > eric.valor at daimlerchrysler.com > cc > rt-users at lists.bestpractical.com > Subject > Re: [rt-users] Problem creating new user account with LDAP auth > > > > > > > What is this? > > couldn't > execute the query 'INSERT INTO Users (Comments, RealName, EmailAddress, > Creator, LastUpdatedBy, Password, Created, id, Name, RT user paramater, > LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at > > > That "RT user paramater" part looks wrong... > > On Tue, Apr 18, 2006 at 05:37:43PM -0700, eric.valor at daimlerchrysler.com > wrote: > > All: > > > > While my users authenticate and a very basic account is created on RT, > > apparently the full account creation fails. I've attached the final > > relevant bits from my logging. > > > > You can see that the user (myuser) is successfully logged in and > > authenticated against my Active Directory server at domain.com. But the > > > population of info into the account fails. Apparently the account > > information is not being read from the AD server. > > > > I've used the Mosemann LDAP contribution with a more AD-friendly > modified > > RT_SiteConfig.pm. I've also tried using the Automatic Account Creation > > via LDAP > > ( http://wiki.bestpractical.com/index.cgi?AutoCreateFromExternalUserInfo > ). > > > > Any ideas? I suspect that nobody is really doing a full account dump > from > > an AD server into RT. I'm a medium-weight PERL hacker, but not at the > > level of attacking RT code unguided. > > > > Logging: > > > > [Wed Apr 19 00:09:35 2006] [warning]: DBD::mysql::st execute failed: You > > > have an error in your SQL syntax. Check the manual that corresponds to > > your MySQL server version for the right syntax to use near 'user > > paramater, LastUpdated) VALUES ('Autocreated with LDAP Dat at > > /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 480. > > (/usr/share/request-tracker3.4/lib/RT.pm:277) > > [Wed Apr 19 00:09:35 2006] [warning]: RT::Handle=HASH(0x99adbdc) > couldn't > > execute the query 'INSERT INTO Users (Comments, RealName, EmailAddress, > > Creator, LastUpdatedBy, Password, Created, id, Name, RT user paramater, > > LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at > > /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 494. > > (/usr/share/request-tracker3.4/lib/RT.pm:277) > > [Wed Apr 19 00:09:35 2006] [error]: Could not create a new user - > > (/usr/share/request-tracker3.4/lib/RT/User_Overlay.pm:267) > > [Wed Apr 19 00:09:36 2006] [debug]: About to think about scrips for > > transaction #30 > > (/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:154) > > [Wed Apr 19 00:09:36 2006] [debug]: About to think about scrips for > > transaction #31 > > (/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:154) > > [Wed Apr 19 00:09:36 2006] [info]: Using LDAP External Authentication > > (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:101) > > [Wed Apr 19 00:09:36 2006] [debug]: LDAPAuth: First search filter > > '(&(sAMAccountName=)(objectclass=user))' > > (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:136) > > [Wed Apr 19 00:09:36 2006] [debug]: LDAPAuth: First search produced 1 > > results > > (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:146) > > [Wed Apr 19 00:09:36 2006] [debug]: LDAP DN: > > CN=,CN=Users,DC=,DC=com > > (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:154) > > [Wed Apr 19 00:09:36 2006] [debug]: AUTH OK: - LDAP > > (CN=,CN=Users,DC=,DC=com) > > (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:162) > > [Wed Apr 19 00:09:36 2006] [info]: Successful login for from > > 111.222.333.444 > (/usr/local/share/request-tracker3.4/html/autohandler:153) > > > > Here's my RT_SiteConfig relevant parts: > > > > $LdapBase="cn=Users,dc=,dc=com"; # search base > > $LdapUidAttr="sAMAccountName"; # attribute for RT > account > > name > > $LdapNameAttr="cn"; # attribute for RT user > > name > > $LdapMailAttr="mail"; # attribute for RT email > > > addy > > $LdapFilter="(objectclass=user)"; # filter LDAP entries > > (e.g., only people) > > $LdapMailBase="cn=Users,cn=,cn=com"; # set email entries > > $LdapMailFilter="(objectclass=user)"; # filter LDAP entries > > (e.g., only people) > > $LdapMailScope="sub"; # > > $LdapMap = { # map LDAP attributes to RT3 > > 'RT user paramater' => 'LDAP entry', > > 'Name' => $RT::LdapUidAttr, > > 'EmailAddress' => 'mail', > > 'RealName' => 'cn', > > }; > > > > > > -- > > Eric N. Valor > > Sr. Systems Administrator > > DaimlerChrysler Research & Technology North America, Inc. > > eric.valor at daimlerchrysler.com > > 1510 Page Mill Road, Palo Alto, CA 94304 > > CIMS 931-00-00 > > 650-845-2536 > > > > : This Space Intentionally Left Blank : > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jcolson at voidgate.org Tue Apr 18 23:25:29 2006 From: jcolson at voidgate.org (Joshua Colson) Date: Tue, 18 Apr 2006 20:25:29 -0700 Subject: [rt-users] Group permissions problem. In-Reply-To: <20060418235625.GC4283@bestpractical.com> References: <1145404439.13645.66.camel@s60r.ination.com> <20060418235625.GC4283@bestpractical.com> Message-ID: <1145417129.20674.3.camel@red-dwarf.voidgate.org> On Tue, 2006-04-18 at 19:56 -0400, Jesse Vincent wrote: > > > > My question is, shouldn't Manager1 and Manager2 have the right to > > SeeQueue, OwnTicket, etc by virtue of the fact that the 'GroupManagers' > > group is a member of the 'GroupStaff' group? > > Yes. > > > > > Thanks. It is not working that way then. I'll investigate further and get back to the list with my findings. Thanks. -- Joshua Colson VoidGate InterNetworks From jcolson at voidgate.org Tue Apr 18 23:26:40 2006 From: jcolson at voidgate.org (Joshua Colson) Date: Tue, 18 Apr 2006 20:26:40 -0700 Subject: [rt-users] Group permissions problem. In-Reply-To: <20060419001331.GC30820@chaka.net> References: <1145404439.13645.66.camel@s60r.ination.com> <20060419001331.GC30820@chaka.net> Message-ID: <1145417200.20680.5.camel@red-dwarf.voidgate.org> On Tue, 2006-04-18 at 20:13 -0400, Todd Chapman wrote: > RTx::RightsMatrix can help you view and manage rights. > It's on CPAN. > > -Todd > Yes. That is how I discovered the problem. (by the way, Good Work Todd!) > On Tue, Apr 18, 2006 at 04:53:59PM -0700, Joshua Colson wrote: > > I have the following group setup (rt-3.6.0pre1): > > > > ----------------------- > > > > GroupStaff: > > Members: > > User1 > > User2 > > User3 > > GroupManagers > > Rights: > > SeeQueue > > OwnTicket > > TakeTicket > > ...etc > > > > GroupManagers: > > Members: > > Manager1 > > Manager2 > > Rights: > > AdminQueue > > Watch > > > > ------------------------ > > > > My question is, shouldn't Manager1 and Manager2 have the right > > to > > SeeQueue, OwnTicket, etc by virtue of the fact that the > > 'GroupManagers' > > group is a member of the 'GroupStaff' group? > > > > Thanks. > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html -- Joshua Colson VoidGate InterNetworks From rt3 at acerhomes.com Wed Apr 19 00:25:36 2006 From: rt3 at acerhomes.com (rt3 at acerhomes.com) Date: Wed, 19 Apr 2006 12:25:36 +0800 (PHT) Subject: [rt-users] Moving to a new server and upgrading from 3.0.5 to 3.4.5 Message-ID: <4261.203.87.145.65.1145420736.squirrel@mail.acerhomes.com> hello guys, I already spent some days already doing this. My new system is running at Fedora 5 distro. and using the latest Postgresql and Apache with mod_perl. My old system is running at Redhat 9, Postgres 7.3.2, Apache 2.0.40 with fastcgi installed. What i did first, i successfully installed RT 3.4.5 in new system but I tried first to connect to old postgres from old system so that I can still retrieve our existing data. Here are some initial issues I found. 1. ticket details are displayed except the issue messages itself 2. internal error when I created a new ticket. 3. can't take ownership of one ticket 4. i can no longer log-in from old RT 3.0.5 I tried to compare the new data structures with old one and changed accordingly but still not working. Hopefully, you can give some lights on what should I do. From asefu at fooie.net Wed Apr 19 00:52:32 2006 From: asefu at fooie.net (Alois Sefu) Date: Wed, 19 Apr 2006 00:52:32 -0400 Subject: [rt-users] Moving to a new server and upgrading from 3.0.5 to 3.4.5 In-Reply-To: <4261.203.87.145.65.1145420736.squirrel@mail.acerhomes.com> References: <4261.203.87.145.65.1145420736.squirrel@mail.acerhomes.com> Message-ID: <4445C210.1010608@fooie.net> Can you please post your errors for "2. internal error when I created a new ticket. " are they similar to the ones I posted on 4/18/2006 12:18 PM [rt-users] rt-3.4.5 on Mandriva2006 - perl errors?? (method "new") rt3 at acerhomes.com wrote: > hello guys, > > I already spent some days already doing this. > My new system is running at Fedora 5 distro. and using the latest > Postgresql and Apache with mod_perl. > > My old system is running at Redhat 9, Postgres 7.3.2, Apache 2.0.40 with > fastcgi installed. > > What i did first, i successfully installed RT 3.4.5 in new system but I > tried first to connect to old postgres from old system so that I can still > retrieve our existing data. Here are some initial issues I found. > > 1. ticket details are displayed except the issue messages itself > 2. internal error when I created a new ticket. > 3. can't take ownership of one ticket > 4. i can no longer log-in from old RT 3.0.5 > > I tried to compare the new data structures with old one and changed > accordingly but still not working. > > Hopefully, you can give some lights on what should I do. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > From phanoko at yahoo.com Wed Apr 19 00:54:19 2006 From: phanoko at yahoo.com (Phanoko) Date: Tue, 18 Apr 2006 21:54:19 -0700 (PDT) Subject: [rt-users] Template and Global Custom Field Message-ID: <20060419045419.3516.qmail@web53906.mail.yahoo.com> I've looked on the boards/wiki and archive and found some items on this but none work. I'm using RT 3.4.4 and attempting to get get a "Contact Number" global custom field onto a template for the "NOC" queue. Nothing seems to work. How does one get that into the template? __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From rt3 at acerhomes.com Wed Apr 19 01:47:35 2006 From: rt3 at acerhomes.com (rt3 at acerhomes.com) Date: Wed, 19 Apr 2006 13:47:35 +0800 (PHT) Subject: [rt-users] Moving to a new server and upgrading from 3.0.5 to 3.4.5 In-Reply-To: <4445C210.1010608@fooie.net> References: <4261.203.87.145.65.1145420736.squirrel@mail.acerhomes.com> <4445C210.1010608@fooie.net> Message-ID: <6287.203.87.145.65.1145425655.squirrel@mail.acerhomes.com> Here is the error I got from error_log [Wed Apr 19 06:21:03 2006] [crit]: Couldn't create a ticket: Internal Error: Found no sequence for Tickets (/web/rt3/lib/RT/Ticket_Overlay.pm:590) [Wed Apr 19 06:21:03 2006] [error]: WebRT: Ticket could not be created due to an internal error () (/web/rt3/share/html/Elements/Error:78) > Can you please post your errors for "2. internal error when I created a > new ticket. " > > are they similar to the ones I posted on 4/18/2006 12:18 PM > [rt-users] rt-3.4.5 on Mandriva2006 - perl errors?? (method "new") > > rt3 at acerhomes.com wrote: >> hello guys, >> >> I already spent some days already doing this. >> My new system is running at Fedora 5 distro. and using the latest >> Postgresql and Apache with mod_perl. >> >> My old system is running at Redhat 9, Postgres 7.3.2, Apache 2.0.40 with >> fastcgi installed. >> >> What i did first, i successfully installed RT 3.4.5 in new system but I >> tried first to connect to old postgres from old system so that I can >> still >> retrieve our existing data. Here are some initial issues I found. >> >> 1. ticket details are displayed except the issue messages itself >> 2. internal error when I created a new ticket. >> 3. can't take ownership of one ticket >> 4. i can no longer log-in from old RT 3.0.5 >> >> I tried to compare the new data structures with old one and changed >> accordingly but still not working. >> >> Hopefully, you can give some lights on what should I do. >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> We're hiring! Come hack Perl for Best Practical: >> http://bestpractical.com/about/jobs.html >> > > From angel.blazquez at es.easynet.net Wed Apr 19 03:08:39 2006 From: angel.blazquez at es.easynet.net (Angel Blazquez) Date: Wed, 19 Apr 2006 09:08:39 +0200 Subject: [rt-users] RT web interface displaying issues with special iso-8859-1 characters Message-ID: <20060419070839.GB8324@es.easynet.net> Hello folks, We are expecting web interface displaying issues with iso-8859-1 / iso-8859-15 special characters like accents (? ? ? ? ?) and ?. Everything is stored properly (encoded in utf-8) in the database, and sent correctly via e-mail, but is not shown properly in the web interface. In the Content-Type of the page the charset appears as utf-8, but even when manually setting the encoding in the browser to utf-8 it does not display the text properly. AddDefaultCharset UTF-8 is set in apache. Having a look to the html source code of the page, the sample text ("?") appears decoded from utf-8. I mean, it appears as it should appear in the rendered web: Download(untitled)
text/plain 3b
?
<===== sample text (comment)
But looking in RT sandboxes around the Web (RT installations with guest access and that work properly) I see a different behaviour. The sample text ("?") appears encoded in utf-8, so the browser properly decodes it and displays it correctly: Download (untitled)
text/plain 3b
??
<===== sample text (comment)
So i guess the problem is that the text in the source code of the page is already decoded (when it shouldn't be), and when the browser tries to decode it (because it thinks its in utf-8) the text gets messy. rt version: 3.2.2 perl version: 5.8.5 OS version: FreeBSD 5.3 apache version: 1.3.33_1 mod_fastcgi: 2.4.2 SearchBuilder: 1.35 mysql version: 4.1 I could add any other detail in perl module versions or whatever is required. Thanks in advance guys. --- ?ngel Bl?zquez Systems Engineer/Administrator Easynet Espa?a S.A.U. http://www.es.easynet.net From Joerg.Ungermann at web.de Wed Apr 19 03:12:57 2006 From: Joerg.Ungermann at web.de (=?iso-8859-15?Q?J=F6rg_Ungermann?=) Date: Wed, 19 Apr 2006 09:12:57 +0200 Subject: [rt-users] Serious performance problems Message-ID: <11381610@web.de> Dear Sirs, we do run RT 3.4.2 on Debian Sarge and Postgres 8 We do have 20 users and 2500 Tickets at the moment. There have been performance issues ever since, but we blaimed them on the shared server. There shell be 10 new users in nnear future. Now we moved to a brand new PC Server with contemporary hardware (it is powerfull). Still opening ticktes, replying or creating tickets takes sometimes 10- 20 seconds. I have scanned the RT Lists and found some hinds. Since we are under pressure i would apreciate if someone has mastered these problems and can give guidance what is to be done. What is most promising to concentrate on (database, Perl, DBI::Search? Please help us make our RT the lean fast and handy tool we need it to be! I attach the system report for an overview to libraries etc. ##Start system report## Perl v5.8.8 under linux Apache v1.27; Apache::Connection v1.00; Apache::Constants v1.09; Apache::DBI v0.94; Apache::Request v1.33; Apache::Server v1.01; Apache::Session v1.80; Apache::Session::Generate::MD5 v2.1; Apache::Session::Lock::Null v1.01; Apache::Session::Postgres v1.01; Apache::Session::Serialize::Base64 v1.00; Apache::Session::Store::DBI v1.02; Apache::Session::Store::Postgres v1.03; Apache::Status v2.03; Apache::Symbol v1.31; Apache::Table v0.01; AutoLoader v5.60; B v1.09_01; base v2.07; Benchmark v1.07; bytes v1.02; Cache::Simple::TimedExpiry v0.21; Carp v1.04; CGI v3.15; CGI::Cookie v1.26; CGI::Util v1.5; Class::Container v0.12; Class::Data::Inheritable v0.04; Class::ReturnValue v0.53; Clone v0.18; constant v1.05; Cwd v3.12; Data::Dumper v2.121_08; Date::Format v2.22; Date::Parse v2.27; DBD::Pg v1.45; DBD::Sponge v11.10; DBI v1.50; DBIx::SearchBuilder v1.39; DBIx::SearchBuilder::Unique v0.01; Devel::StackTrace v1.11; Devel::StackTraceFrame v0.6; Devel::Symdump v2.03; Digest::base v1.00; Digest::MD5 v2.36; DynaLoader v1.04; Encode v2.12; Encode::Alias v2.04; Encode::Config v2.01; Encode::Encoding v2.02; Errno v1.0901; Exception::Class v1.21; Exception::Class::Base v1.2; Exporter v5.58; Exporter::Heavy v5.58; Fcntl v1.05; fields v2.03; File::Basename v2.74; File::Glob v1.05; File::Path v1.08; File::Spec v3.12; File::Spec::Unix v1.5; File::Temp v0.16; FileHandle v2.01; HTML::Entities v1.35; HTML::Mason v1.32; HTML::Mason::ApacheHandler v1.69; HTML::Mason::Exception v1.1; HTML::Mason::Exception::Abort v1.1; HTML::Mason::Exception::Compilation v1.1; HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1; HTML::Mason::Exception::Compiler v1.1; HTML::Mason::Exception::Decline v1.1; HTML::Mason::Exception::Params v1.1; HTML::Mason::Exception::Syntax v1.1; HTML::Mason::Exception::System v1.1; HTML::Mason::Exception::TopLevelNotFound v1.1; HTML::Mason::Exception::VirtualMethod v1.1; HTML::Mason::Exceptions v1.43; HTML::Parser v3.51; HTML::Scrubber v0.08; I18N::LangTags v0.35; I18N::LangTags::Detect v1.03; integer v1.00; IO v1.22; IO::File v1.13; IO::Handle v1.25; IO::InnerFile v2.110; IO::Lines v2.110; IO::Scalar v2.110; IO::ScalarArray v2.110; IO::Seekable v1.1; IO::Wrap v2.110; IO::WrapTie v2.110; IPC::Open2 v1.02; IPC::Open3 v1.02; lib v0.5565; List::Util v1.18; Locale::Maketext v1.09; Locale::Maketext::Fuzzy v0.02; Locale::Maketext::Lexicon v0.53; Locale::Maketext::Lexicon::Gettext v0.14; Log::Dispatch v2.11; Log::Dispatch::Base v1.09; Log::Dispatch::Output v1.26; Log::Dispatch::Screen v1.17; Log::Dispatch::Syslog v1.18; Mail::Address v1.74; Mail::Field v1.74; Mail::Field::AddrList v1.74; Mail::Field::Date v1.74; Mail::Header v1.74; Mail::Internet v1.74; MIME::Base64 v3.07; MIME::Body v5.419; MIME::Decoder v5.419; MIME::Decoder::NBit v5.419; MIME::Entity v5.419; MIME::Field::ContDisp v5.419; MIME::Field::ConTraEnc v5.419; MIME::Field::ContType v5.419; MIME::Field::ParamVal v5.419; MIME::Head v5.419; MIME::Parser v5.419; MIME::QuotedPrint v3.07; MIME::Tools v5.419; MIME::Words v5.419; mod_perl v1.29; Module::Versions::Report v1.02; overload v1.04; Params::Validate v0.77; POSIX v1.09; re v0.05; 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 v3.4.2; RT::Interface::Email v1.02; Scalar::Util v1.18; SelectSaver v1.01; Socket v1.78; Storable v2.15; strict v1.03; Symbol v1.06; Sys::Syslog v0.13; Text::Autoformat v1.13; Text::Quoted v1.8; Text::Reform v1.11; Text::Tabs v2005.0824; Text::Template v1.44; Text::Wrapper v1.000; Time::HiRes v1.86; Time::JulianDay v2003.1125; Time::Local v1.11; Time::ParseDate v2003.1126; Time::Timezone v2003.0211; Time::Zone v2.22; URI v1.35; URI::Escape v3.28; URI::URL v5.03; URI::WithBase v2.19; utf8 v1.06; vars v1.01; Want v0.09; warnings v1.05; warnings::register v1.01; XSLoader v0.06; RT Variablen RT::AmbiguousDayInPast 1 RT::BasePath /usr/share/request-tracker3.4 RT::BinPath /usr/bin RT::CORE_CONFIG_FILE /etc/request-tracker3.4/RT_Config.pm RT::CommentAddress rt-comment at localhost RT::CorrespondAddress rt at localhost RT::DatabaseHost localhost RT::DatabaseName Request-Tracker RT::DatabasePassword Password not printed RT::DatabaseRTHost localhost RT::DatabaseType Pg RT::DatabaseUser rtuser RT::DateDayBeforeMonth 1 RT::DefaultSearchResultFormat '__id__/TITLE:#', '__Subject__/TITLE:Subject', Status, QueueName, OwnerName, Priority, '__NEWLINE__', '', '__Requestors__', '__CreatedRelative__', '__ToldRelative__', '__LastUpdatedRelative__', '__TimeLeft__' RT::EmailOutputEncoding utf-8 RT::EtcPath /etc/request-tracker3.4 RT::FriendlyFromLineFormat "%s via RT" <%s> RT::FriendlyToLineFormat "%s of DBD - Troubleticketing Ticket #%s":; RT::LocalEtcPath /usr/local/share/request-tracker3.4/etc RT::LocalLexiconPath /usr/local/share/request-tracker3.4/po RT::LocalPath /usr/local/share/request-tracker3.4 RT::LogDir /var/log/request-tracker3.4 RT::LogToFileNamed rt.log RT::LogToScreen error RT::LogToSyslog debug RT::LogoURL /RT/NoAuth/images/bplogo.gif RT::LoopsToRTOwner 1 RT::MailCommand sendmailpipe RT::MasonComponentRoot /usr/share/request-tracker3.4/html RT::MasonDataDir /var/cache/request-tracker3.4/mason_data RT::MasonLocalComponentRoot /usr/local/share/request-tracker3.4/html RT::MasonSessionDir /var/cache/request-tracker3.4/session_data RT::MaxAttachmentSize 10000000 RT::MaxInlineBody 13456 RT::MessageBoxWidth 72 RT::MessageBoxWrap HARD RT::MinimumPasswordLength 5 RT::MyRequestsLength 10 RT::MyTicketsLength 10 RT::Organization DBD RT::OwnerEmail root RT::RTAddressRegexp ^rt\@example.com$ RT::RecordOutgoingEmail 1 RT::RedistributeAutoGeneratedMessages 1 RT::SITE_CONFIG_FILE /etc/request-tracker3.4/RT_SiteConfig.pm RT::SendmailArguments -oi -t RT::SendmailPath /usr/sbin/sendmail RT::Timezone Europe/London RT::UseFriendlyFromLine 1 RT::VERSION 3.4.2 RT::VarPath /var/cache/request-tracker3.4 RT::WebBaseURL http://nagios RT::WebFlushDbCacheEveryRequest 1 RT::WebImagesURL /RT/NoAuth/images/ RT::WebPath /RT RT::WebURL http://nagios/RT/ RT::rtname DBD - Troubleticketing Perl Konfiguration Summary of my perl5 (revision 5 version 8 subversion 8) configuration: Platform: osname=linux, osvers=2.6.15.4, archname=i486-linux-gnu-thread-multi uname='linux ninsei 2.6.15.4 #1 smp preempt mon feb 20 09:48:53 pst 2006 i686 gnulinux ' config_args='-Dusethreads -Duselargefiles -Dccflags=-DDEBIAN -Dcccdlflags=-fPIC -Darchname=i486-linux-gnu -Dprefix=/usr -Dprivlib=/usr/share/perl/5.8 -Darchlib=/usr/lib/perl/5.8 -Dvendorprefix=/usr -Dvendorlib=/usr/share/perl5 -Dvendorarch=/usr/lib/perl5 -Dsiteprefix=/usr/local -Dsitelib=/usr/local/share/perl/5.8.8 -Dsitearch=/usr/local/lib/perl/5.8.8 -Dman1dir=/usr/share/man/man1 -Dman3dir=/usr/share/man/man3 -Dsiteman1dir=/usr/local/man/man1 -Dsiteman3dir=/usr/local/man/man3 -Dman1ext=1 -Dman3ext=3perl -Dpager=/usr/bin/sensible-pager -Uafs -Ud_csh -Uusesfio -Uusenm -Duseshrplib -Dlibperl=libperl.so.5.8.8 -Dd_dosuid -des' hint=recommended, useposix=true, d_sigaction=define usethreads=define use5005threads=undef useithreads=define usemultiplicity=define useperlio=define d_sfio=undef uselargefiles=define usesocks=undef use64bitint=undef use64bitall=undef uselongdouble=undef usemymalloc=n, bincompat5005=undef Compiler: cc='cc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS -DDEBIAN -fno-strict-aliasing -pipe -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64', optimize='-O2', cppflags='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS -DDEBIAN -fno-strict-aliasing -pipe -I/usr/local/include' ccversion='', gccversion='4.0.3 20060212 (prerelease) (Debian 4.0.2-9)', gccosandvers='' intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234 d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12 ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8 alignbytes=4, prototype=define Linker and Libraries: ld='cc', ldflags =' -L/usr/local/lib' libpth=/usr/local/lib /lib /usr/lib libs=-lgdbm -lgdbm_compat -ldb -ldl -lm -lpthread -lc -lcrypt perllibs=-ldl -lm -lpthread -lc -lcrypt libc=/lib/libc-2.3.6.so, so=so, useshrplib=true, libperl=libperl.so.5.8.8 gnulibc_version='2.3.6' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E' cccdlflags='-fPIC', lddlflags='-shared -L/usr/local/lib' _______________________________________________________________ SMS schreiben mit WEB.DE FreeMail - einfach, schnell und kostenguenstig. Jetzt gleich testen! http://f.web.de/?mc=021192 From rt3 at acerhomes.com Wed Apr 19 04:09:10 2006 From: rt3 at acerhomes.com (rt3 at acerhomes.com) Date: Wed, 19 Apr 2006 16:09:10 +0800 (PHT) Subject: [rt-users] Moving to a new server and upgrading from 3.0.5 to 3.4.5 In-Reply-To: <6287.203.87.145.65.1145425655.squirrel@mail.acerhomes.com> References: <4261.203.87.145.65.1145420736.squirrel@mail.acerhomes.com> <4445C210.1010608@fooie.net> <6287.203.87.145.65.1145425655.squirrel@mail.acerhomes.com> Message-ID: <6989.203.87.145.65.1145434150.squirrel@mail.acerhomes.com> >>> 1. ticket details are displayed except the issue messages itself This solved already. I restored RT3 database from Postgres 7.3.2 to 8.1.3. Then I followed database upgrade running all the etc/upgrade. >>> 2. internal error when I created a new ticket. Same result. Log Error Couldn't create a ticket: Internal Error: Found no sequence for Tickets (/web/rt3/lib/RT/Ticket_Overlay.pm:590) >>> 3. can't take ownership of one ticket Same result. Error. Could not change owner. Couldn't add member to group >>> 4. i can no longer log-in from old RT 3.0.5 But other users can. From sternford.gapu at telone.co.zw Wed Apr 19 04:24:33 2006 From: sternford.gapu at telone.co.zw (Stern) Date: Wed, 19 Apr 2006 10:24:33 +0200 Subject: [rt-users] Any one running RT3.4 ON FreeBSD5.4 with Apache2 andModperl2 References: <000601c662eb$eabcb4b0$d29f85c2@gapu> Message-ID: <003e01c6638a$b00c4a70$d29f85c2@gapu> Following up on my problem. Let me add some more findings. It looks like my system is trying to load a backward compatible module which may not be there or the definitions of its location have not been given. Can anyone help me to locate Apache2.pm or specify its location in the @INC directives? Do I have to manually install this file? How ? My attempts are yielding just a blank response. Kind regards, Sternford Gapu Tel.One Harare Main Exchange Building, Cnr S. Machel/S. Nujoma, P. O Box CY792, Causeway, Harare Office: +263 (0) 4 791 701 Extn 5516 Mobile: +263 (0) 11 879 137 Mail: sternford.gapu at telone.co.zw ----- Original Message ----- From: Stern To: rt-users at lists.bestpractical.com Sent: Tuesday, April 18, 2006 3:28 PM Subject: Re: [rt-users] Any one running RT3.4 ON FreeBSD5.4 with Apache2 andModperl2 If any one out there is running RT3.4.4 on a freeBSD 5.4 machine using Apache2 & Modperl2 or anyone knowledgeable on these, please help a poor lot who are failing to start up RT under these circumstances. Its an initial setup which is failing really. I get this error on trying to open RT page::::::::::: [Tue Apr 18 15:10:10 2006] [error] [client xx.xx.xx.xx] Can't locate object method "content_type" via package "Apache2::RequestRec" at /opt/rt3/bin/webmux.pl line 108.\n My httpd.conf settings for RT are:::::::::::: Servername cc.telone.co.zw DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 # PerlModule Apache2 Apache::compat PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl # RedirectMatch permanent (.*)/$ http://cc.telone.co.zw/rt3$1/index.html SetHandler perl-script PerlHandler RT::Mason ErrorLog logs/coc.telone.co.zw-errors # CustomLog logs/dummy-host.example.com-access_log common Your help will be very much appreciated Kind regards, Sternford Gapu _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html ------------------------------------------------------------------------------ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: Stern-Signature_clip_image002_0005.jpg Type: image/jpeg Size: 913 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: Stern-Signature_clip_image002_0000.gif Type: image/gif Size: 358 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: Stern-Signature_clip_image002_0003.jpg Type: image/jpeg Size: 863 bytes Desc: not available URL: From mm at elabnet.de Wed Apr 19 05:14:05 2006 From: mm at elabnet.de (Michael Markstaller) Date: Wed, 19 Apr 2006 11:14:05 +0200 Subject: [rt-users] Serious performance problems Message-ID: <57403EFC11A7D24F99E37576E21C5E330C20FD@elab4vm1.elabnet.com> We're running 3.4.1 on Debain Sarge with Apache1,modperl & Mysql (all packages on this system are from stable) and response times are "realtime" - 15 user approx 5000 tickets We had RT 3.0.12 before on the same box, also no problems. I'll post my config below, maybe it helps you to see a problem source (your versions look like being partially from sid) > -----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: Wednesday, April 19, 2006 9:13 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Serious performance problems > > Dear Sirs, > > we do run RT 3.4.2 on Debian Sarge and Postgres 8 3.4.2 ? The latest package from sarge is 3.4.1, you should give it a try, it works like a charme away from apt-get install.. At least if your problems don't work out, I'd try to pull everything to stable.. Michael --- config -- Perl v5.8.4 under linux Apache v1.27; Apache::Connection v1.00; Apache::Constants v1.09; Apache::DBI v0.94; Apache::Request v1.1; Apache::Server v1.01; Apache::Session v1.6; Apache::Session::Generate::MD5 v2.1; Apache::Session::Lock::MySQL v1.00; Apache::Session::MySQL v1.01; Apache::Session::Serialize::Storable v1.00; Apache::Session::Store::DBI v1.02; Apache::Session::Store::MySQL v1.04; Apache::Status v2.03; Apache::Symbol v1.31; Apache::Table v0.01; AutoLoader v5.60; B v1.02; base v2.05; Benchmark v1.06; bytes v1.01; Cache::Simple::TimedExpiry v0.21; Carp v1.02; CGI v3.04; CGI::Cookie v1.24; CGI::Util v1.4; Class::Container v0.11; Class::Data::Inheritable v0.02; Class::ReturnValue v0.52; constant v1.04; Cwd v2.17; Data::Dumper v2.121; Date::Format v2.22; Date::Parse v2.27; DBD::mysql v2.9006; DBI v1.46; DBIx::SearchBuilder v1.26; Devel::StackTrace v1.11; Devel::StackTraceFrame v0.6; Devel::Symdump v2.03; Digest::base v1.00; Digest::MD5 v2.33; DynaLoader v1.04; Encode v1.99_01; Encode::Alias v1.38; Encode::Config v1.07; Encode::Encoding v1.33; Errno v1.09; Exception::Class v1.20; Exception::Class::Base v1.2; Exporter v5.58; Exporter::Heavy v5.58; Fcntl v1.05; fields v2.03; File::Basename v2.72; File::Glob v1.02; File::Path v1.06; File::Spec v0.87; File::Spec::Unix v1.5; File::Temp v0.14; FileHandle v2.01; HTML::Entities v1.29; HTML::Mason v1.26; HTML::Mason::ApacheHandler v1.69; HTML::Mason::Exception v1.1; HTML::Mason::Exception::Abort v1.1; HTML::Mason::Exception::Compilation v1.1; HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1; HTML::Mason::Exception::Compiler v1.1; HTML::Mason::Exception::Decline v1.1; HTML::Mason::Exception::Params v1.1; HTML::Mason::Exception::Syntax v1.1; HTML::Mason::Exception::System v1.1; HTML::Mason::Exception::TopLevelNotFound v1.1; HTML::Mason::Exception::VirtualMethod v1.1; HTML::Mason::Exceptions v1.43; HTML::Parser v3.45; HTML::Scrubber v0.08; I18N::LangTags v0.29; 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 v1.13; locale v1.00; Locale::Maketext v1.08; Locale::Maketext::Fuzzy v0.02; Locale::Maketext::Lexicon v0.49; Locale::Maketext::Lexicon::Gettext v0.14; Log::Agent v0.306; Log::Dispatch v2.10; Log::Dispatch::Base v1.09; Log::Dispatch::File v1.22; Log::Dispatch::Output v1.26; Log::Dispatch::Screen v1.17; Log::Dispatch::Syslog v1.18; Mail::Address v1.62; Mail::Field v1.62; Mail::Field::AddrList v1.62; Mail::Field::Date v1.62; Mail::Header v1.62; Mail::Internet v1.62; MIME::Base64 v3.04; MIME::Body v5.417; MIME::Decoder v5.417; MIME::Entity v5.417; MIME::Field::ContDisp v5.417; MIME::Field::ConTraEnc v5.417; MIME::Field::ContType v5.417; MIME::Field::ParamVal v5.417; MIME::Head v5.417; MIME::Parser v5.417; MIME::QuotedPrint v3.03; MIME::Tools v5.417; MIME::Words v5.417; mod_perl v1.29; Module::Versions::Report v1.02; overload v1.01; Params::Validate v0.76; POSIX v1.08; re v0.04; Regexp::Common v2.120; Regexp::Common::delimited v2.104; RT v3.4.1; RT::Interface::Email v1.02; Scalar::Util v1.13; SelectSaver v1.00; Socket v1.77; Storable v2.12; strict v1.03; Symbol v1.05; Sys::Hostname v1.11; Sys::Syslog v0.05; Text::Autoformat v1.12; Text::Quoted v1.8; Text::Reform v1.11; Text::Tabs v98.112801; Text::Template v1.44; Text::WikiFormat v0.71; Text::Wrapper v1.000; Time::HiRes v1.59; Time::JulianDay v2003.1125; Time::Local v1.07; Time::ParseDate v2003.1126; Time::Timezone v2003.0211; Time::Zone v2.22; URI v1.35; URI::Escape v3.28; utf8 v1.03; vars v1.01; warnings v1.03; warnings::register v1.00; XSLoader v0.02; RT Variables RT::BasePath /usr/share/request-tracker3.4 RT::BinPath /usr/bin RT::CORE_CONFIG_FILE /etc/request-tracker3.4/RT_Config.pm RT::CanonicalizeEmailAddressMatch elabx.xxx.de$ RT::CanonicalizeEmailAddressReplace xxx.de RT::CommentAddress ssc-comment at xxx.de RT::CorrespondAddress ssc at xxx.de RT::DatabaseHost localhost RT::DatabaseName rt34 RT::DatabasePassword Password not printed RT::DatabaseRTHost localhost RT::DatabaseType mysql RT::DatabaseUser rt_user RT::DateDayBeforeMonth 1 RT::DefaultSearchResultFormat '__id__/TITLE:#', '__Subject__/TITLE:Subject', Status, QueueName, OwnerName, Priority, '__NEWLINE__', '', '__Requestors__', '__CreatedRelative__', '__ToldRelative__', '__LastUpdatedRelative__', '__TimeLeft__' RT::DropLongAttachments 1 RT::EmailOutputEncoding iso-8859-1 RT::EtcPath /etc/request-tracker3.4 RT::FriendlyFromLineFormat "%s (SSC)" <%s> RT::FriendlyToLineFormat "%s (SSC) Ticket #%s":; RT::LocalEtcPath /usr/local/share/request-tracker3.4/etc RT::LocalLexiconPath /usr/local/share/request-tracker3.4/po RT::LocalPath /usr/local/share/request-tracker3.4 RT::LogDir /var/log/request-tracker3.4 RT::LogToFile info RT::LogToFileNamed rt.log RT::LogToScreen error RT::LogToSyslog error RT::LogoURL https://xxx.de/NoAuth/images/ssc_logo.gif RT::LoopsToRTOwner 1 RT::MailCommand sendmailpipe RT::MasonComponentRoot /usr/share/request-tracker3.4/html RT::MasonDataDir /var/cache/request-tracker3.4/mason_data RT::MasonLocalComponentRoot /usr/local/share/request-tracker3.4/html RT::MasonSessionDir /var/cache/request-tracker3.4/session_data RT::MaxAttachmentSize 500000 RT::MaxInlineBody 13456 RT::MessageBoxWidth 72 RT::MessageBoxWrap HARD RT::MinimumPasswordLength 5 RT::MyRequestsLength 10 RT::MyTicketsLength 10 RT::Organization xxx.de RT::OwnerEmail mm at xxx.de RT::ParseNewMessageForTicketCcs 1 RT::RTAddressRegexp ^ssc\@xxx.de$ RT::RecordOutgoingEmail 1 RT::RedistributeAutoGeneratedMessages 1 RT::SITE_CONFIG_FILE /etc/request-tracker3.4/RT_SiteConfig.pm RT::SendmailArguments -oi -t -f postmaster at elabnet.com RT::SendmailPath /usr/sbin/sendmail RT::Timezone Europe/Berlin RT::UseFriendlyFromLine 1 RT::VERSION 3.4.1 RT::VarPath /var/cache/request-tracker3.4 RT::WebBaseURL https://xxx.de RT::WebExternalAuth true RT::WebFallbackToInternalAuth true RT::WebFlushDbCacheEveryRequest 1 RT::WebImagesURL https://xxx.de/NoAuth/images/ RT::WebURL https://xxx.de/ RT::rtname SSC Perl configuration Summary of my perl5 (revision 5 version 8 subversion 4) configuration: Platform: osname=linux, osvers=2.6.15, archname=i386-linux-thread-multi uname='linux ninsei 2.6.15 #1 smp preempt sat jan 7 12:47:52 pst 2006 i686 gnulinux ' config_args='-Dusethreads -Duselargefiles -Dccflags=-DDEBIAN -Dcccdlflags=-fPIC -Darchname=i386-linux -Dprefix=/usr -Dprivlib=/usr/share/perl/5.8 -Darchlib=/usr/lib/perl/5.8 -Dvendorprefix=/usr -Dvendorlib=/usr/share/perl5 -Dvendorarch=/usr/lib/perl5 -Dsiteprefix=/usr/local -Dsitelib=/usr/local/share/perl/5.8.4 -Dsitearch=/usr/local/lib/perl/5.8.4 -Dman1dir=/usr/share/man/man1 -Dman3dir=/usr/share/man/man3 -Dsiteman1dir=/usr/local/man/man1 -Dsiteman3dir=/usr/local/man/man3 -Dman1ext=1 -Dman3ext=3perl -Dpager=/usr/bin/sensible-pager -Uafs -Ud_csh -Uusesfio -Uusenm -Duseshrplib -Dlibperl=libperl.so.5.8.4 -Dd_dosuid -des' hint=recommended, useposix=true, d_sigaction=define usethreads=define use5005threads=undef useithreads=define usemultiplicity=define useperlio=define d_sfio=undef uselargefiles=define usesocks=undef use64bitint=undef use64bitall=undef uselongdouble=undef usemymalloc=n, bincompat5005=undef Compiler: cc='cc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS -DDEBIAN -fno-strict-aliasing -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64', optimize='-O2', cppflags='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS -DDEBIAN -fno-strict-aliasing -I/usr/local/include' ccversion='', gccversion='3.3.5 (Debian 1:3.3.5-13)', gccosandvers='' intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234 d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12 ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8 alignbytes=4, prototype=define Linker and Libraries: ld='cc', ldflags =' -L/usr/local/lib' libpth=/usr/local/lib /lib /usr/lib libs=-lgdbm -lgdbm_compat -ldb -ldl -lm -lpthread -lc -lcrypt perllibs=-ldl -lm -lpthread -lc -lcrypt libc=/lib/libc-2.3.2.so, so=so, useshrplib=true, libperl=libperl.so.5.8.4 gnulibc_version='2.3.2' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E' cccdlflags='-fPIC', lddlflags='-shared -L/usr/local/lib' From msnyder at servervault.com Wed Apr 19 05:20:08 2006 From: msnyder at servervault.com (Mathew Snyder) Date: Wed, 19 Apr 2006 05:20:08 -0400 Subject: [rt-users] Earliest version allowing search against custom fields Message-ID: <444600C8.3060703@servervault.com> We currently have v3.0.9 in place and will soon be replacing it with 3.6.0pre1. Lately, people haven't been able to search against the custom field that we have in place. I know it was fixed in a later release but I don't know which one. I would like to put in place the earliest version which has this fixed to hold over until our new server is ready for production. Does anyone know exactly which version it was? Thanks, Mathew From antonio at bemfi.ca Wed Apr 19 06:31:23 2006 From: antonio at bemfi.ca (Antonio Bemfica) Date: Wed, 19 Apr 2006 06:31:23 -0400 Subject: [rt-users] Any one running RT3.4 ON FreeBSD5.4 with Apache2 andModperl2 In-Reply-To: <003e01c6638a$b00c4a70$d29f85c2@gapu> References: <000601c662eb$eabcb4b0$d29f85c2@gapu> <003e01c6638a$b00c4a70$d29f85c2@gapu> Message-ID: <1145442683.91015.602.camel@home.bemfi.ca> Did you use the FreeBSD port to do your installation? If not then that is something to try... The current version of RT in the ports is 3.4.5. I do run RT3.4.4 under FreeBSD5.4, but use FastCGI instead of mod_perl - it runs well for me. A. On Wed, 2006-04-19 at 10:24 +0200, Stern wrote: > Following up on my problem. Let me add some more findings. > > It looks like my system is trying to load a backward compatible module > which may not be there or the definitions of its location have not > been given. Can anyone help me to locate Apache2.pm or specify its > location in the @INC directives? Do I have to manually install this > file? How ? My attempts are yielding just a blank response. > Kind regards, > > Sternford Gapu > > ----- Original Message ----- > From: Stern > To: rt-users at lists.bestpractical.com > Sent: Tuesday, April 18, 2006 3:28 PM > Subject: Re: [rt-users] Any one running RT3.4 ON FreeBSD5.4 > with Apache2 andModperl2 > > > If any one out there is running RT3.4.4 on a freeBSD 5.4 > machine using Apache2 & Modperl2 or anyone knowledgeable on > these, please help a poor lot who are failing to start up RT > under these circumstances. Its an initial setup which is > failing really. > > I get this error on trying to open RT page::::::::::: > > [Tue Apr 18 15:10:10 2006] [error] [client xx.xx.xx.xx] Can't > locate object method "content_type" via package > "Apache2::RequestRec" at /opt/rt3/bin/webmux.pl line 108.\n > > My httpd.conf settings for RT are:::::::::::: > > > Servername cc.telone.co.zw > DocumentRoot /opt/rt3/share/html > AddDefaultCharset UTF-8 > # PerlModule Apache2 Apache::compat > PerlModule Apache::DBI > PerlRequire /opt/rt3/bin/webmux.pl > > > # RedirectMatch permanent (.*)/$ > http://cc.telone.co.zw/rt3$1/index.html > SetHandler perl-script > PerlHandler RT::Mason > > ErrorLog logs/coc.telone.co.zw-errors > # CustomLog logs/dummy-host.example.com-access_log common > > > Your help will be very much appreciated > Kind regards, > Sternford Gapu From romansteve at gmail.com Wed Apr 19 07:02:00 2006 From: romansteve at gmail.com (Roman Steven) Date: Wed, 19 Apr 2006 07:02:00 -0400 Subject: [rt-users] Add to Description Message-ID: <552eaa670604190402s22ce9ec8x70f0eaa00f6858e9@mail.gmail.com> I would like to add information to the Description field using a scrip. Which method should I use? Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Wed Apr 19 07:57:28 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 19 Apr 2006 15:57:28 +0400 Subject: [rt-users] Any one running RT3.4 ON FreeBSD5.4 with Apache2 andModperl2 In-Reply-To: <003e01c6638a$b00c4a70$d29f85c2@gapu> References: <000601c662eb$eabcb4b0$d29f85c2@gapu> <003e01c6638a$b00c4a70$d29f85c2@gapu> Message-ID: <589c94400604190457q620d49ffh6baf0e37f0af954b@mail.gmail.com> Try update HTML::Mason module to the latest available and also check that it's mod_perl 2.0 (not a 1.99_XX). On 4/19/06, Stern wrote: > > > Following up on my problem. Let me add some more findings. > > It looks like my system is trying to load a backward compatible module which may not be there or the definitions of its location have not been given. Can anyone help me to locate Apache2.pm or specify its location in the @INC directives? Do I have to manually install this file? How ? My attempts are yielding just a blank response. > > > Kind regards, > > > Sternford Gapu [snipt] > > > ----- Original Message ----- > From: Stern > To: rt-users at lists.bestpractical.com > Sent: Tuesday, April 18, 2006 3:28 PM > Subject: Re: [rt-users] Any one running RT3.4 ON FreeBSD5.4 with Apache2 andModperl2 > > > If any one out there is running RT3.4.4 on a freeBSD 5.4 machine using Apache2 & Modperl2 or anyone knowledgeable on these, please help a poor lot who are failing to start up RT under these circumstances. Its an initial setup which is failing really. > > I get this error on trying to open RT page::::::::::: > > [Tue Apr 18 15:10:10 2006] [error] [client xx.xx.xx.xx] Can't locate object method "content_type" via package "Apache2::RequestRec" at /opt/rt3/bin/webmux.pl line 108.\n > > My httpd.conf settings for RT are:::::::::::: > > > Servername cc.telone.co.zw > DocumentRoot /opt/rt3/share/html > AddDefaultCharset UTF-8 > # PerlModule Apache2 Apache::compat > PerlModule Apache::DBI > PerlRequire /opt/rt3/bin/webmux.pl > > > # RedirectMatch permanent (.*)/$ http://cc.telone.co.zw/rt3$1/index.html > SetHandler perl-script > PerlHandler RT::Mason > > ErrorLog logs/coc.telone.co.zw-errors > # CustomLog logs/dummy-host.example.com-access_log common > > > Your help will be very much appreciated > > > Kind regards, > > > Sternford Gapu -- Best regards, Ruslan. From jesse at bestpractical.com Wed Apr 19 08:19:00 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: 19 Apr 2006 08:19:00 -0400 Subject: [rt-users] Moving to a new server and upgrading from 3.0.5 to 3.4.5 Message-ID: <3228279594.1866396@www.chatteremail.com> Can you try upgrading to the latest DBIx::SearchBuilder from CPAN? Best, Jesse -- This message was sent from my Treo. Please accept my apologies for its brevity and for any typos. -----Original Message----- From: rt3 at acerhomes.com Date: Wednesday, Apr 19, 2006 4:09 am Subject: Re: [rt-users] Moving to a new server and upgrading from 3.0.5 to 3.4.5 >>> 1. ticket details are displayed except the issue messages itself This solved already. I restored RT3 database from Postgres 7.3.2 to 8.1.3. Then I followed database upgrade running all the etc/upgrade. >>> 2. internal error when I created a new ticket. Same result. Log Error Couldn't create a ticket: Internal Error: Found no sequence for Tickets (/web/rt3/lib/RT/Ticket_Overlay.pm:590) >>> 3. can't take ownership of one ticket Same result. Error. Could not change owner. Couldn't add member to group >>> 4. i can no longer log-in from old RT 3.0.5 But other users can. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From Joerg.Ungermann at web.de Wed Apr 19 08:47:40 2006 From: Joerg.Ungermann at web.de (=?iso-8859-15?Q?J=F6rg_Ungermann?=) Date: Wed, 19 Apr 2006 14:47:40 +0200 Subject: [rt-users] Performance problem: Customers in Users Table Message-ID: <11440770@web.de> Rehearsing on our performance problems i thought about the users table: we do have 1300 unpriviledged users in the users table. They represent the customer base to link tickets to. Will that result in bad perfomance when opening, creating or doing other trasactions on tickets? Thanks J?rg _______________________________________________________________ SMS schreiben mit WEB.DE FreeMail - einfach, schnell und kostenguenstig. Jetzt gleich testen! http://f.web.de/?mc=021192 From ruslan.zakirov at gmail.com Wed Apr 19 08:54:57 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 19 Apr 2006 16:54:57 +0400 Subject: [rt-users] Add to Description In-Reply-To: <552eaa670604190402s22ce9ec8x70f0eaa00f6858e9@mail.gmail.com> References: <552eaa670604190402s22ce9ec8x70f0eaa00f6858e9@mail.gmail.com> Message-ID: <589c94400604190554u29a0d862jf72c577abaed8ba1@mail.gmail.com> SetDescription On 4/19/06, Roman Steven wrote: > I would like to add information to the Description field using a scrip. > Which method should I use? > > Thanks > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Wed Apr 19 09:03:13 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 19 Apr 2006 17:03:13 +0400 Subject: [rt-users] Earliest version allowing search against custom fields In-Reply-To: <444600C8.3060703@servervault.com> References: <444600C8.3060703@servervault.com> Message-ID: <589c94400604190603o5cadcf1cmf079de2716ca62b4@mail.gmail.com> I really don't remember all changes in RT 3.0.x versions, but anyway it worth to try 3.0.12 On 4/19/06, Mathew Snyder wrote: > We currently have v3.0.9 in place and will soon be replacing it with > 3.6.0pre1. Lately, people haven't been able to search against the > custom field that we have in place. I know it was fixed in a later > release but I don't know which one. I would like to put in place the > earliest version which has this fixed to hold over until our new server > is ready for production. > > Does anyone know exactly which version it was? > > Thanks, > Mathew > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Wed Apr 19 09:09:32 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 19 Apr 2006 17:09:32 +0400 Subject: [rt-users] Serious performance problems In-Reply-To: <11381610@web.de> References: <11381610@web.de> Message-ID: <589c94400604190609q5be8e75kf712722bef212f17@mail.gmail.com> You really want to try RT-3.4.5. I'm not Pg guru, but there is thread on the list that is related to performance on Pg 7.x vs. 8.0.x. Find it, it should be really useful. On 4/19/06, J?rg Ungermann wrote: > Dear Sirs, > > we do run RT 3.4.2 on Debian Sarge and Postgres 8 > > We do have 20 users and 2500 Tickets at the moment. > There have been performance issues ever since, but we blaimed them on the shared server. > There shell be 10 new users in nnear future. > > Now we moved to a brand new PC Server with contemporary hardware (it is powerfull). > Still opening ticktes, replying or creating tickets takes sometimes 10- 20 seconds. > > I have scanned the RT Lists and found some hinds. > Since we are under pressure i would apreciate if someone has mastered these problems and can give guidance what is to be done. What is most promising to concentrate on (database, Perl, DBI::Search? > > Please help us make our RT the lean fast and handy tool we need it to be! > > I attach the system report for an overview to libraries etc. [snip] -- Best regards, Ruslan. From spydrrrrr at gmail.com Wed Apr 19 09:27:43 2006 From: spydrrrrr at gmail.com (spydrrrrr at gmail.com) Date: Wed, 19 Apr 2006 09:27:43 -0400 Subject: [rt-users] Autofill custom fields Message-ID: Does anyone have a code snippet for autofilling custom fields based on the entries of other custom fields? For instance say you have a custom field for Location Name: XXXX Then address custom field would autfill based on the entry for Location Name... Jim -------------- next part -------------- An HTML attachment was scrubbed... URL: From vance.vagell at audiumcorp.com Wed Apr 19 10:06:14 2006 From: vance.vagell at audiumcorp.com (Vance Vagell) Date: Wed, 19 Apr 2006 10:06:14 -0400 Subject: [rt-users] SelfService custom fields, howto? In-Reply-To: <20060418215304.GB4283@bestpractical.com> References: <1145396448.29427.5.camel@rhodium.audiumcorp.com> <20060418215304.GB4283@bestpractical.com> Message-ID: <1145455574.5029.1.camel@rhodium.audiumcorp.com> Hi Jesse, The problem seems to be that there is no HTML in SelfService's Create.html to include the custom fields on the SelfService page. No matter what rights I give, the fields won't show up if this HTML file doesn't include code to display them. Has anyone in RT-Users ever added custom fields to the SelfService page? If so, any points would be greatly appreciated. Regards, Vance On Tue, 2006-04-18 at 17:53 -0400, Jesse Vincent wrote: > > On Tue, Apr 18, 2006 at 05:40:48PM -0400, Vance Vagell wrote: > > Hello, > > > > I have been toiling with this issue for a while now -- how to get custom > > fields to show up on the SelfService ticket creation page (the page > > regsitered but unprivileged users see). For reference, the HTML file > > that powers this page is: > > Try grantin unprivileged users the rights to see and modify the custom > field directly? > > > RT_DIR/share/html/SelfService/Create.html > > (though of course we edit the copy in "local" so as to not overwrite > > this original) > > > > I've created a bunch of custom fields, and given the Everyone group > > rights to see and edit these fields in our main queue. Then, I took a > > look at Create.html from the Ticket directory (this is the file that > > privileged users see when they request a ticket) to see how that page > > includes the custom fields. The following code is used in this > > Create.html: > > > > > > > > <& /Ticket/Elements/EditCustomFields, QueueObj => $QueueObj &> > > > > > > % if ($TxnCFs->Count) { > > % while (my $CF = $TxnCFs->Next()) { > > > > <% $CF->Name %>: > > <& /Elements/EditCustomField, CustomField => $CF, NamePrefix => > > "Object-RT::Transaction--CustomField-" &><% $CF->FriendlyType % > > > > > > > % } > > % } > > > > However, I found that including this same code in the SelfService's > > Create.html did not do the trick -- it resulted in some empty tables on > > the page. My current thinking is that maybe the includes in this code > > (e.g. /Ticket/Elements/EditCustomFields, etc.) aren't available from the > > SelfService directory. > > > > I noticed that the RT Wiki mentioned that someone had once posted a code > > snippet to get this to work, but the Wiki doesn't know where to find it > > (see http://wiki.bestpractical.com/index.cgi?PostQuestionsHere ). Does > > anyone know how this can be done? Any suggestions would be greatly > > appreciated. > > > > Regards, > > Vance > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Wed Apr 19 10:15:06 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 19 Apr 2006 10:15:06 -0400 Subject: [rt-users] Performance problem: Customers in Users Table In-Reply-To: <11440770@web.de> References: <11440770@web.de> Message-ID: <20060419141505.GH4283@bestpractical.com> To echo what Ruslan said: We fixed this in 3.4.5. Upgrading is likely the right answer. Jesse On Wed, Apr 19, 2006 at 02:47:40PM +0200, Jrg Ungermann wrote: > Rehearsing on our performance problems i thought about the users table: > > we do have 1300 unpriviledged users in the users table. > They represent the customer base to link tickets to. > > Will that result in bad perfomance when opening, creating or doing other trasactions on tickets? > > Thanks > > J?rg > _______________________________________________________________ > SMS schreiben mit WEB.DE FreeMail - einfach, schnell und > kostenguenstig. Jetzt gleich testen! http://f.web.de/?mc=021192 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- From ronn at emm.org Wed Apr 19 10:03:27 2006 From: ronn at emm.org (Ronald Nissley) Date: Wed, 19 Apr 2006 10:03:27 -0400 Subject: [rt-users] (no subject) Message-ID: What is the significance of 'ORC' in some RTFM preview releases? Curious, Ronald Nissley -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Wed Apr 19 10:20:50 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 19 Apr 2006 10:20:50 -0400 Subject: [rt-users] SelfService custom fields, howto? In-Reply-To: <1145455574.5029.1.camel@rhodium.audiumcorp.com> References: <1145396448.29427.5.camel@rhodium.audiumcorp.com> <20060418215304.GB4283@bestpractical.com> <1145455574.5029.1.camel@rhodium.audiumcorp.com> Message-ID: <20060419142050.GI4283@bestpractical.com> On Wed, Apr 19, 2006 at 10:06:14AM -0400, Vance Vagell wrote: > Hi Jesse, > > The problem seems to be that there is no HTML in SelfService's > Create.html to include the custom fields on the SelfService page. No > matter what rights I give, the fields won't show up if this HTML file > doesn't include code to display them. There sure is, at least as of RT 3.4.5, the current production release. From rrindels at gmail.com Wed Apr 19 11:43:56 2006 From: rrindels at gmail.com (Rodney Rindels) Date: Wed, 19 Apr 2006 09:43:56 -0600 Subject: [rt-users] Autofill custom fields In-Reply-To: References: Message-ID: On 4/19/06, spydrrrrr at gmail.com wrote: > > Does anyone have a code snippet for autofilling custom fields based on the > entries of other custom fields? > For instance say you have a custom field for Location Name: XXXX > Then address custom field would autfill based on the entry for Location > Name... > > Jim > Jim, I would do something like this , although I'm sure there are more elegant solutions. I added more than you would need to accomplish it to show how to get at certain bits. I use this in the Custom Action Cleanup with an On Transaction Scrip Hope this helps, Rodney ----------------------------------------------------------------------------------------------------- #Define the Custom Field Names Were Going to Play with. > my $CFName = 'Location Name; > my $CFToChange = 'Address'; > > #Transaction Association > my $txnObj = $self->TransactionObj; > > my $ticketObj = $self->TicketObj; > > my $queueObj = $self->TicketObj->QueueObj; > > my $CFObj = RT::CustomField->new($RT::SystemUser); > my $CFNewObj = RT::CustomField->new($RT::SystemUser); > > #Grab the Custom Field were using for the switch. > #We dont necessarily need this, but hey here it is... $CFObj->LoadByNameAndQueue(Name => $CFName, Queue => $queueObj->id); > unless($CFObj->id) { > $CFObj->LoadByNameAndQueue(Name => $CFName, Queue=>0); > unless($CFObj->id){ > $RT::Logger->warning("Custom Field: $CFName not for this > Queue"); > return undef; > }; > }; > > #Grab the Custom Field we want to set. > $CFNewObj->LoadByNameAndQueue(Name => $CFToChange, Queue => > $queueObj->id); > unless($CFNewObj->id) { > $CFNewObj->LoadByNameAndQueue(Name => $CFToChange, Queue=>0); > unless($CFNewObj->id){ > $RT::Logger->warning("Custom Field: $CFToChange not for this > Queue"); > return undef; > }; > }; > > my $cfv = $ticketObj->FirstCustomFieldValue($CFName); > > #ok lets set this.. > #Your relevant logic to determine what you want to set the address to > here....... > my $address = undef; > if ($cfv eq 'Shop') > { > $address = '4001 Pine Avenue'; > }; > > my ($st, $msg) = $ticketObj->AddCustomFieldValue( > Field => $CFNewObj->id, > Value => $address, > RecordTransaction => 1 > ); > > unless ($st){ > $RT::Logger->warning("Odd we couldn't set $CFToChange to > $address"); > }; > return 1; > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mikef at packetstate.com Wed Apr 19 12:27:41 2006 From: mikef at packetstate.com (Mike Forrester) Date: Wed, 19 Apr 2006 10:27:41 -0600 Subject: [rt-users] Release Status? Message-ID: <20060419162741.GA17526@bandsaw.packetstate.com> What is the current status of the upcoming releases? I've been waiting for the next release (now I can't even remember the feature I was waiting for) before I go through an upgrade. It sounded that 3.5 was nearing gold status soon several months back. Now there is a decent amount of chatter about 3.6. Mind you, I'm not complaining, just curious for a roadmap update. From jesse at bestpractical.com Wed Apr 19 12:56:04 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 19 Apr 2006 12:56:04 -0400 Subject: [rt-users] Release Status? In-Reply-To: <20060419162741.GA17526@bandsaw.packetstate.com> References: <20060419162741.GA17526@bandsaw.packetstate.com> Message-ID: <20060419165604.GU4283@bestpractical.com> On Wed, Apr 19, 2006 at 10:27:41AM -0600, Mike Forrester wrote: > What is the current status of the upcoming releases? I've been waiting for the next release (now I can't even remember the feature I was waiting for) before I go through an upgrade. It sounded that 3.5 was nearing gold status soon several months back. Now there is a decent amount of chatter about 3.6. Mind you, I'm not complaining, just curious for a roadmap update. RT 3.5 is the development series for RT 3.6. Nobody has reported any showstoppers for 3.6.0rc1. You'll likely see a release candidate within a week. Jesse From winn_johnston at yahoo.com Wed Apr 19 13:47:07 2006 From: winn_johnston at yahoo.com (Winn Johnston) Date: Wed, 19 Apr 2006 10:47:07 -0700 (PDT) Subject: [rt-users] Converting md5 base64 to md5 hex In-Reply-To: Message-ID: <20060419174707.48598.qmail@web52902.mail.yahoo.com> Thanks to Ruslan and his piece of code i was able to right this script. It will be helpfull to anyone upgrading to RT 3.4.5 , and people who use to rt database to authentacate users for other pieces of software. It seems RT 3.4.5 uses an MD5 HEX encoding system, but for backwards compatability it can read MD5 base64 encoded passwords. However as users log into the new system the passwords are re-encoded and stored in the new HEX format. This script will change all the passwords to HEX and leave any blank passwords alone. Hope this helps :) #!/usr/bin/perl # load module use DBI; use MIME::Base64 qw(); use bytes; #query my $query = qq( SELECT * From Users WHERE CHAR_LENGTH(Password)< 32 AND (CHAR_LENGTH(Password) != 0) AND (CHAR_LENGTH(Password) != 13) ); # connect my $dbh = DBI->connect("DBI:mysql:database=rt3;host=localhost", "root", "", {'RaiseError' => 1}); my $sth = $dbh->prepare($query); $sth->execute(); # iterate through resultset # print values while(my $ref = $sth->fetchrow_hashref()) { $old_encoded_pwd = $ref->{'Password'}; my $md5 = MIME::Base64::decode($old_encoded_pwd); $md5 =~ s/(.)/sprintf "%02x",ord($1)/gmse; print "User: $ref->{'Name'}\n"; print "Password: $ref->{'Password'}\n"; print "New Password: '$md5'\n"; # execute INSERT query my $rows = $dbh->do("update Users SET Password= '$md5' WHERE Name='$ref->{Name}';"); print "$rows row(s) affected\n"; print "----------\n"; } # clean up $dbh->disconnect(); --------------------------------- Yahoo! Messenger with Voice. Make PC-to-Phone Calls to the US (and 30+ countries) for 2?/min or less. -------------- next part -------------- An HTML attachment was scrubbed... URL: From mnichols at wayport.net Wed Apr 19 14:24:10 2006 From: mnichols at wayport.net (Matt Nichols) Date: Wed, 19 Apr 2006 13:24:10 -0500 Subject: [rt-users] RT + Apache2 + FastCGI + mod_auth_kerb Message-ID: <52AD365BD79BA048B359E3F4411D45150D848FCC@exchange01.wayad.corp.wayport.net> Hello, Anyone else out there using Apache2 + FastCGI + mod_auth_kerb with RT? If so could I please see your apache2 httpd.conf or appropriate section? I'm unsure where to embed the mod_auth_kerb directives within my virtual host/fastcgi section. Thanks for any tips. -Matt -------------- next part -------------- An HTML attachment was scrubbed... URL: From lists at akphs.com Wed Apr 19 14:25:53 2006 From: lists at akphs.com (Phil Smith III) Date: Wed, 19 Apr 2006 14:25:53 -0400 Subject: [rt-users] Charting not working (3.6.0pre1) -- how to debug? Message-ID: <02dc01c663de$b18ff910$6a01090a@Basement2> Could someone else who is running 3.6.0pre1 try the oddly-spaced "chart grouped by " option at the bottom of a list of tickets (for example, if you click on a queue name under "Quick Search" from the homepage)? When I do it, I get no chart: IE shows me a busted graphic symbol above a tabular list of tickets, and Firefox shows me the same tabular list with nothing above it. I've searched the logs and don't see any errors; I've reinstalled GD::Graph manually to be sure it's happy, and run the samples. I think that it's share/html/Search/Chart that does the charting. How can I debug this? I'm trying to learn to fish here; if someone can give me a hint I promise to learn from it! What I'd like to do is turn on tracing in that component so I can see what it's really doing, but I don't know how to do that. I've read the Wiki page on Debug and have tried to log to disk, but that doesn't seem to work. I have: Set($LogToFileNamed , "rt.log"); Set($LogToFile , 'debug'); In RT_SiteConfig.pm And: -rw-r--r-- 1 apache apache 0 Apr 19 12:16 rt.log In /opt/rt3/var/log. I've restarted httpd and the file never gets updated. ...phsiii From jesse at bestpractical.com Wed Apr 19 14:46:35 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 19 Apr 2006 14:46:35 -0400 Subject: [rt-users] Charting not working (3.6.0pre1) -- how to debug? In-Reply-To: <02dc01c663de$b18ff910$6a01090a@Basement2> References: <02dc01c663de$b18ff910$6a01090a@Basement2> Message-ID: <20060419184635.GW4283@bestpractical.com> On Wed, Apr 19, 2006 at 02:25:53PM -0400, Phil Smith III wrote: > Could someone else who is running 3.6.0pre1 try the oddly-spaced "chart grouped by " option at the bottom of a list of tickets (for example, if you click on a queue name under "Quick Search" from the homepage)? When I do it, I get no chart: IE shows me a busted graphic symbol above a tabular list of tickets, and Firefox shows me the same tabular list with nothing above it. > Right click on the image and open it in its own window? That should get you an error. What's it say? From winn_johnston at yahoo.com Wed Apr 19 15:09:52 2006 From: winn_johnston at yahoo.com (Winn Johnston) Date: Wed, 19 Apr 2006 12:09:52 -0700 (PDT) Subject: [rt-users] Apache won't start at boot But will from the command line In-Reply-To: <20060419184635.GW4283@bestpractical.com> Message-ID: <20060419190952.30429.qmail@web52901.mail.yahoo.com> I have a very strange issue. It seems when i enable apache2 to start at boot, during the boot process i get an error about PerlModule Apache::DBI that is in my vhost.conf for RT 3.4.5. However when i start apache at the command line it doesn't throw-up all over the place and the program runs fine. I started looking on CPAN for Apache2::DBI but found nothing. Has anyone else seen this issue? Is there an Apache2::DBI i could download? System nfo: SuSe 9.0 Network Enterpise RT 3.4.5 Apache2 Mod_Perl2 RT.vhost.conf Listen 443 LoadModule apreq_module /usr/lib/apache2/mod_apreq2.so ServerName rt.newrt.dnc.org:443 DocumentRoot /opt/rt3/share/html LogLevel debug ErrorLog /var/log/apache2/rt_error_log TransferLog /var/log/apache2/rt_access_log PerlSetVar MasonArgsMethod CGI RewriteEngine On RewriteRule ^(.*)/$ $1/index.html PerlModule Apache::DBI SetHandler perl-script PerlHandler RT::Mason SSLEngine on SSLCipherSuite ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2:+EXP:+eNULL SSLCertificateFile /etc/apache2/ssl.crt/newcert.crt SSLCertificateKeyFile /etc/apache2/ssl.key/newkey.pem SSLOptions +StdEnvVars SSLOptions +StdEnvVars SetEnvIf User-Agent ".*MSIE.*" \ nokeepalive ssl-unclean-shutdown \ downgrade-1.0 force-response-1.0 CustomLog /var/log/apache2/rt_ssl_error_log ssl_combined Error Msg at boot: [Wed Apr 19 13:56:32 2006] [error] Can't locate Apache/DBI.pm in @INC (@INC contains: /usr/lib/perl5/5.8.3/i586-linux-thread-multi /usr/lib/perl5/5.8.3 /usr/lib/perl5/site_perl/5.8.3/i586-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.3/i586-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl . /srv/www) at (_eval 2) line 3.\n [Wed Apr 19 13:56:32 2006] [error] Can't load Perl module Apache::DBI for server rt.newrt.dnc.org:443, exiting... __________________________________________________ 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 cfernandez at voicesignal.com Wed Apr 19 14:58:43 2006 From: cfernandez at voicesignal.com (Christian Fernandez) Date: Wed, 19 Apr 2006 14:58:43 -0400 Subject: [rt-users] LDAP In-Reply-To: References: Message-ID: <44468863.9000707@voicesignal.com> I posted not long a go about ldap and RT I got a couple replys with different methods.. none oficially supported.. this makes me have to ask everyone which method is the best and less painfull to install.. we use openldap under gentoo GNU/Linux. Chris -------------- next part -------------- A non-text attachment was scrubbed... Name: cfernandez.vcf Type: text/x-vcard Size: 572 bytes Desc: not available URL: From lists at akphs.com Wed Apr 19 15:24:46 2006 From: lists at akphs.com (Phil Smith III) Date: Wed, 19 Apr 2006 15:24:46 -0400 Subject: [rt-users] Charting not working (3.6.0pre1) -- how to debug? In-Reply-To: <20060419184635.GW4283@bestpractical.com> Message-ID: <034701c663e6$eb4d2fd0$6a01090a@Basement2> I don't have that option in IE. But looking at the source, I see: "KnowledgeBase" is the queue name (yes, we're moving to RTFM instead, but that's another issue). Does that help? ...phsiii -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Wednesday, April 19, 2006 2:47 PM To: Phil Smith III Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Charting not working (3.6.0pre1) -- how to debug? On Wed, Apr 19, 2006 at 02:25:53PM -0400, Phil Smith III wrote: > Could someone else who is running 3.6.0pre1 try the oddly-spaced "chart grouped by " option at the bottom of a list of tickets (for example, if you click on a queue name under "Quick Search" from the homepage)? When I do it, I get no chart: IE shows me a busted graphic symbol above a tabular list of tickets, and Firefox shows me the same tabular list with nothing above it. > Right click on the image and open it in its own window? That should get you an error. What's it say? From payerle at physics.umd.edu Wed Apr 19 15:26:17 2006 From: payerle at physics.umd.edu (Thomas M. Payerle) Date: Wed, 19 Apr 2006 15:26:17 -0400 (EDT) Subject: [rt-users] Config Advice and Question re Unpriv'ed User Web Interface Message-ID: I am looking into using RT to replace an old homegrow request tracking system. The old system was command line based, although we had a mail gateway and a CGI based web page for submitting initial tickets. The web page was quite popular, and thought the change to a more web based system like RT would go well with our users. I have installed RT and am now running 3.6.0pre1 (some of the stuff about required custom fields was desirable). Although generally quite impressed with the application, I was somewhat disappointed when noticed that RT seems to be somewhat lacking with regard to the web interface for 'unprivileged' users (users without the "can be granted rights" flag checked). In particular, I wanted a nice web interface wherein unpriv'ed users can enter new tickets, view their existing tickets, and respond to their existing tickets. Based on experience with the old system, I expect this would be heavily used by our users. Also, in the old system we would frequently run into users who submitted tickets with little useful information about the problem and even in some cases barely identifying who they are. So I really wanted mandatory custom fields for the user to put information in. The SelfService area allows submitting tickets (but does not validate/mandate Custom fields), and allows viewing existing tickets, but does not appear to allow for responding to tickets. I replaced (in local tree) /SelfService/Create.html with a link to /Ticket/Create.html, and made some hacks so that the latter would work when invoked by an unpriv'ed user. Also made some hacks to "hide" certain links, etc. from unpriv'ed user, and to improve the display of custom fields (no invalid messages first time seeing the page, listing invalid fields and other problems at the top of the page, making subject and content fields required, plus a mechanism to allow custom fields to placed in different places in the form without repeating and for per queue custom displays of the custom form variables)(if there is interest, I can put any or all of these on the wiki or elsewhere as appropriate). Although I believe everything is working, I am somewhat concerned with things breaking down the line or being difficult to maintain. I also hacked /SelfService/Display.html to display the same header as in the /Ticket/Display.html (including a "Reply" button if user has reply rights, which I have granted globally to the requestor role) and then added a symlink from /SelfService/Update.html to /Ticket/Update.html. /Ticket/Update.html was tweaked to make somewhat (I did not test much beyond the "Reply" action) usable for unpriv'ed users. Although comments, advice, gotchas are welcome, my main question is in regard to the Reply action. The default text label for Update Type is "Reply to requestors" with value "response". Although this seems to mostly do what I want, I am unable to find a list of valid values for this field, and am not sure what the appropriate value for a response from requestors should be. The text message suggests that this may not be the best fit (and while I can easily change the text message, if there is a better fit wrt what is stored in the DB, I would like to use it). Thanks in advance for any assistance. Although I think the above scenario will work, I am also interested in hearing what people with more experience with the product think. Tom Payerle Tom Payerle Dept of Physics payerle at physics.umd.edu University of Maryland (301) 405-6973 College Park, MD 20742-4111 Fax: (301) 314-9525 From jesse at bestpractical.com Wed Apr 19 15:34:29 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 19 Apr 2006 15:34:29 -0400 Subject: [rt-users] Charting not working (3.6.0pre1) -- how to debug? In-Reply-To: <034701c663e6$eb4d2fd0$6a01090a@Basement2> References: <20060419184635.GW4283@bestpractical.com> <034701c663e6$eb4d2fd0$6a01090a@Basement2> Message-ID: <20060419193429.GX4283@bestpractical.com> > > What happens if you open that URL in your browser? (with http:/my.rt.server/ first) > > "KnowledgeBase" is the queue name (yes, we're moving to RTFM instead, but that's another issue). > > Does that help? > > ...phsiii > -----Original Message----- > From: Jesse Vincent [mailto:jesse at bestpractical.com] > Sent: Wednesday, April 19, 2006 2:47 PM > To: Phil Smith III > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Charting not working (3.6.0pre1) -- how to debug? > > > > On Wed, Apr 19, 2006 at 02:25:53PM -0400, Phil Smith III wrote: > > Could someone else who is running 3.6.0pre1 try the oddly-spaced "chart grouped by " option at the bottom of a list of tickets (for example, if you click on a queue name under "Quick Search" from the homepage)? When I do it, I get no chart: IE shows me a busted graphic symbol above a tabular list of tickets, and Firefox shows me the same tabular list with nothing above it. > > > > Right click on the image and open it in its own window? > > That should get you an error. What's it say? > -- From jszabo at dilligaff.rutgers.edu Wed Apr 19 15:54:08 2006 From: jszabo at dilligaff.rutgers.edu (joe) Date: Wed, 19 Apr 2006 15:54:08 -0400 (EDT) Subject: [rt-users] suse 10 perl modules rpm? In-Reply-To: <1145383419.13645.17.camel@s60r.ination.com> References: <44340E78.2010001@vitamix.com> <4434294C.5050507@rice.edu> <20060405210144.GN4283@bestpractical.com> <44450CCF.6000308@rice.edu> <92535329e18012fb5fdfe7225a9a1eb8@voidgate.org> <1145383419.13645.17.camel@s60r.ination.com> Message-ID: I'm sorry. Is standalone_httpd a suse rpm? Or are you just saying you compiled apache 1 on your own? Joe On Tue, 18 Apr 2006, Joshua Colson wrote: > It is a bunch of spec files. Actually, I don't think that I built any > modules for Apache2. I'm running on a dev box with the standalone_httpd. > I'm attaching a tar of the spec files that I built for 3.6.0pre0. > > > -- > Joshua Colson > From klusk at brit.com Wed Apr 19 15:47:09 2006 From: klusk at brit.com (Kristopher Lusk) Date: Wed, 19 Apr 2006 14:47:09 -0500 Subject: [rt-users] Other Recipients? Message-ID: <20060419194707.5B64FA3AE7@mail.brit.com> List, This is probably a dumb question, but who all is included in "Other Recipients" in the Scrips? Does that include "Owner"? I'm new to RT. Thanks! -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Wed Apr 19 16:12:22 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 20 Apr 2006 00:12:22 +0400 Subject: [rt-users] Other Recipients? In-Reply-To: <20060419194707.5B64FA3AE7@mail.brit.com> References: <20060419194707.5B64FA3AE7@mail.brit.com> Message-ID: <589c94400604191312t48e716bfi3d5f65fab5cec6fd@mail.gmail.com> On 4/19/06, Kristopher Lusk wrote: > > > > List, > > > > This is probably a dumb question, but who all is included in "Other > Recipients" in the Scrips? Does that include "Owner"? I'm new to RT. No, "other recipients" are Ccs and Bccs on the reply page. If have scrip that notifies other recipients for queue then you could put anybody in those fields and send reply/comment as Cc or Bcc. > > > > Thanks! > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Wed Apr 19 16:22:53 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 20 Apr 2006 00:22:53 +0400 Subject: [rt-users] Apache won't start at boot But will from the command line In-Reply-To: <20060419190952.30429.qmail@web52901.mail.yahoo.com> References: <20060419184635.GW4283@bestpractical.com> <20060419190952.30429.qmail@web52901.mail.yahoo.com> Message-ID: <589c94400604191322k3d029c72gc90fe03c9a2eab03@mail.gmail.com> 1) Apache::DBI works with both versions MP1 and MP2 2) Try to comment this module at all, it's optional On 4/19/06, Winn Johnston wrote: > > I have a very strange issue. It seems when i enable apache2 to start at > boot, during the boot process i get an error about PerlModule Apache::DBI > that is in my vhost.conf for RT 3.4.5. However when i start apache at the > command line it doesn't throw-up all over the place and the program runs > fine. I started looking on CPAN for Apache2::DBI but found nothing. Has > anyone else seen this issue? Is there an Apache2::DBI i could download? > > System nfo: > SuSe 9.0 Network Enterpise > RT 3.4.5 > Apache2 > Mod_Perl2 > > RT.vhost.conf > > > > Listen 443 > LoadModule apreq_module /usr/lib/apache2/mod_apreq2.so > > ServerName rt.newrt.dnc.org:443 > DocumentRoot /opt/rt3/share/html > LogLevel debug > ErrorLog /var/log/apache2/rt_error_log > TransferLog /var/log/apache2/rt_access_log > PerlSetVar MasonArgsMethod CGI > RewriteEngine On > RewriteRule ^(.*)/$ $1/index.html > PerlModule Apache::DBI > > SetHandler perl-script > PerlHandler RT::Mason > > SSLEngine on > SSLCipherSuite > ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2:+EXP:+eNULL > SSLCertificateFile /etc/apache2/ssl.crt/newcert.crt > SSLCertificateKeyFile /etc/apache2/ssl.key/newkey.pem > > > > SSLOptions +StdEnvVars > > > SSLOptions +StdEnvVars > > > SetEnvIf User-Agent ".*MSIE.*" \ > nokeepalive ssl-unclean-shutdown \ > downgrade-1.0 force-response-1.0 > > CustomLog /var/log/apache2/rt_ssl_error_log ssl_combined > > > > > > Error Msg at boot: > [Wed Apr 19 13:56:32 2006] [error] Can't locate Apache/DBI.pm in @INC (@INC > contains: /usr/lib/perl5/5.8.3/i586-linux-thread-multi > /usr/lib/perl5/5.8.3 > /usr/lib/perl5/site_perl/5.8.3/i586-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl > /usr/lib/perl5/vendor_perl/5.8.3/i586-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl > . /srv/www) at (_eval 2) line 3.\n > [Wed Apr 19 13:56:32 2006] [error] Can't load Perl module Apache::DBI for > server rt.newrt.dnc.org:443, exiting... > > > __________________________________________________ > 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 > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Wed Apr 19 16:27:57 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 20 Apr 2006 00:27:57 +0400 Subject: [rt-users] suse 10 perl modules rpm? In-Reply-To: References: <44340E78.2010001@vitamix.com> <4434294C.5050507@rice.edu> <20060405210144.GN4283@bestpractical.com> <44450CCF.6000308@rice.edu> <92535329e18012fb5fdfe7225a9a1eb8@voidgate.org> <1145383419.13645.17.camel@s60r.ination.com> Message-ID: <589c94400604191327u4726e5deqe20f0c9713f1d4c5@mail.gmail.com> On 4/19/06, joe wrote: > I'm sorry. Is standalone_httpd a suse rpm? Or are you just saying you standalone_httpd is shipped with RT and used for development it could serve only one person at a time. > compiled apache 1 on your own? > > Joe > > On Tue, 18 Apr 2006, Joshua Colson wrote: > > > It is a bunch of spec files. Actually, I don't think that I built any > > modules for Apache2. I'm running on a dev box with the standalone_httpd. > > I'm attaching a tar of the spec files that I built for 3.6.0pre0. > > > > > > -- > > Joshua Colson > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From winn_johnston at yahoo.com Wed Apr 19 16:35:57 2006 From: winn_johnston at yahoo.com (Winn Johnston) Date: Wed, 19 Apr 2006 13:35:57 -0700 (PDT) Subject: [Rt-Users] Apache2 Starting at boot time In-Reply-To: <4A708EFA-BF42-4B22-B12D-A79086F6A7EB@khera.org> Message-ID: <20060419203557.20932.qmail@web52902.mail.yahoo.com> Vivek, bash env some more nfo: I have a very strange issue. It seems when i enable apache2 to start at boot, during the boot process i get an error about PerlModule Apache::DBI that is in my vhost.conf for RT 3.4.5. However when i start apache at the command line it doesn't throw-up all over the place and the program runs fine. I started looking on CPAN for Apache2::DBI but found nothing. Has anyone else seen this issue? Is there an Apache2::DBI i could download? System nfo: SuSe 9.0 Network Enterpise RT 3.4.5 Apache2 Mod_Perl2 Vivek Khera wrote: On Apr 19, 2006, at 1:59 PM, Winn Johnston wrote: > I have a very strange issue. It seems when i enable apache2 to > start at boot, during the boot process i get an error about > PerlModule Apache::DBI that is in my vhost.conf for RT 3.4.5. > However when i start apache at the command line it doesn't throw-up > all over the place and the program runs fine. I started looking on > CPAN for Apache2::DBI but found nothing. Has anyone else seen this > issue? Is there an Apache2::DBI i could download? > > what's in your environment on your login shell? i bet you set some PERL paths. and what does this have to do with RT development? seems like a users issue to me. _______________________________________________ List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel Best Practical is hiring! Come hack Perl for us: http://bestpractical.com/about/jobs.html --------------------------------- New Yahoo! Messenger with Voice. Call regular phones from your PC and save big. -------------- next part -------------- An HTML attachment was scrubbed... URL: From heather at pcg.wustl.edu Wed Apr 19 16:49:49 2006 From: heather at pcg.wustl.edu (Heather Drury) Date: Wed, 19 Apr 2006 15:49:49 -0500 Subject: [rt-users] Can't load Perl file: /opt/rt345/bin/webmux.pl Message-ID: <4446A26D.10608@pcg.wustl.edu> Hello, I have installed Apace2 + mod2 + MySql + rt3. When I start apache (for some reason) I am getting the error in the apache log file (Mandrake): ./apachectl start [Wed Apr 19 14:31:28 2006] [error] Can't load Perl file: /opt/rt345/bin/webmux.pl for server xxx:0, exiting... I'm not sure what other information I should be providing but I have scoured this list for posts and this looks like a problem that has occurred before: http://lists.fsck.com/pipermail/rt-devel/2004-December/006510.html but the solution for this doesn't seem applicable to me (e.g., SELinux). I have also added the following lines to webmux.pl per someone else's suggestion: require Apache::RequestUtil; no warnings 'redefine'; my $sub = *Apache::request{CODE}; *Apache::request = sub { my $r; eval { $r = $sub->('Apache'); }; # # warn $@ if $@; return $r; }; But this changes nothing. I am out of ideas and desperate to find another way to debug (or better yet, a solution). Thanks in advance for any words of wisdom. heather From ruslan.zakirov at gmail.com Wed Apr 19 17:15:52 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 20 Apr 2006 01:15:52 +0400 Subject: [rt-users] rt create cli In-Reply-To: <002501c65e49$27c34510$0a02a8c0@PCMichael> References: <002501c65e49$27c34510$0a02a8c0@PCMichael> Message-ID: <589c94400604191415m495bffc4uab6bf450969d81ed@mail.gmail.com> CLI doesn't work with CFs as I know. There is more work on this in 3.5 branch. We hope that 3.6.0rc1 would be released soon. You could test it a little and speed up release. On 4/12/06, Michael Shanks wrote: > Hello > > I can create users on the CLI perfectly... well nearly perfectly, I have > several custom fields created and I would like to set these up at the same > time however... > > > ./rt create -t user set name=clitest6 emailaddress=test6 at test.com > password=testing maidenname=humphrey > > results in > > # User 182 created. > # maidenname: Unknown field. > > > I have created this field in the custom field and assigned it to users and > can fill it in on the webbased form, do I need to pass a different command > to "rt" > > Mike > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From jcolson at voidgate.org Wed Apr 19 17:24:12 2006 From: jcolson at voidgate.org (Joshua Colson) Date: Wed, 19 Apr 2006 14:24:12 -0700 Subject: [rt-users] suse 10 perl modules rpm? In-Reply-To: References: <44340E78.2010001@vitamix.com> <4434294C.5050507@rice.edu> <20060405210144.GN4283@bestpractical.com> <44450CCF.6000308@rice.edu> <92535329e18012fb5fdfe7225a9a1eb8@voidgate.org> <1145383419.13645.17.camel@s60r.ination.com> Message-ID: <1145481852.8338.21.camel@s60r.ination.com> On Wed, 2006-04-19 at 15:54 -0400, joe wrote: > I'm sorry. Is standalone_httpd a suse rpm? Or are you just saying you > compiled apache 1 on your own? > > Joe standalone_httpd is a perl script distributed with RT that uses a perl module to act as a simple HTTP server (just like apache, but extremely simple). Using the standalone_httpd there is no need for apache, although that is just for testing purposes and in a production environment I would use apache. Thanks. -- Joshua Colson From ruslan.zakirov at gmail.com Wed Apr 19 17:29:13 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 20 Apr 2006 01:29:13 +0400 Subject: [rt-users] rt-3.4.5 on Mandriva2006 - perl errors?? (method "new") In-Reply-To: <44451166.2070407@fooie.net> References: <44451166.2070407@fooie.net> Message-ID: <589c94400604191429y2ec4795fkf6ceb0a570d94415@mail.gmail.com> It was discussed on the list several times with resolution: Problem is that Scalar::Util module couldn't load its XS part, there is several reasons: 1) module was compiled without this library, first of all try to recompile this module 2) libperl and perl are compiled with different options, for example Gentoo allow to do such a mess 3) module was compiled against one perl when mod_perl is compiled against another one In all this situations I can suggest you next thing: 1) if you're going to use perl from RPMs then compile it from SRPMs, then build mod_perl from SRPMs and Scalar::Util too(if mandriva has rpm for this) 2) if you use own builds, just reinstall the module from CPAN and be sure to use correct perl command when you install it and also recompile mod_perl. On 4/18/06, Alois Sefu wrote: > Hello, > > I'm running rt-3.4.5 on mandriva2006 w/ apache 1.3.34, mod_perl -1.29 > (DSO). > I also tried with apache-2.0.2 that came stock with the system with > mandriva2006 updates applied - I get the same errors. > > I can log into RT via the browser, but when I try to create a ticket or > view queues I get errors shown below (showing only two to keep it brief). > (env info below) > > clicked "Tickets" http://tickets.sys02.dl:8080/Search/Build.html > > *** START ERROR from browser *** > > Can't locate object method "new" via package "RT::Interface::Web::QueryBuilder::Tree" at /opt/rt3/share/html/Search/Build.html line 288. > > > Trace begun at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/Exceptions.pm line 129 > HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method "new" via package "RT::Interface::Web::QueryBuilder::Tree" at /opt/rt3/share/html/Search/Build.html line 288.^J') called at /opt/rt3/share/html/Search/Build.html line 288 > HTML::Mason::Commands::__ANON__(undef, 'SCALAR(0x99bec34)', 'ARRAY(0x99be91c)') called at /opt/rt3/share/html/Search/Build.html line 451 > HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x99c7dec)') called at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm line 1251 > eval {...} at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm line 1245 > HTML::Mason::Request::comp(undef, undef) called at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm line 914 > HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x99a49a8)') called at /opt/rt3/share/html/autohandler line 215 > HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x84fd9e4)') called at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm line 1246 > eval {...} at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm line 1245 > HTML::Mason::Request::comp(undef, undef, undef) called at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm line 459 > eval {...} at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm line 459 > eval {...} at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm line 411 > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x99a49a8)') called at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 168 > HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x99a49a8)') called at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 826 > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x924ab30)', 'Apache=SCALAR(0x8ef3b0c)') called at /opt/rt3/bin/webmux.pl line 123 > eval {...} at /opt/rt3/bin/webmux.pl line 123 > RT::Mason::handler('Apache=SCALAR(0x8ef3b0c)') called at /dev/null line 0 > eval {...} at /dev/null line 0 > > > *** END ERROR from browser *** > > > clicked "Tools" http://tickets.sys02.dl:8080/Tools/Offline.html > > *** START ERROR from browser *** > > Undefined subroutine &Scalar::Util::weaken called at /opt/rt3/lib/RT/Action/Generic.pm line 108. > > > Trace begun at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/Exceptions.pm line 129 > HTML::Mason::Exceptions::rethrow_exception('Undefined subroutine &Scalar::Util::weaken called at /opt/rt3/lib/RT/Action/Generic.pm line 108.^J') called at /opt/rt3/lib/RT/Action/Generic.pm line 108 > RT::Action::Generic::_Init('RT::Action::CreateTickets=HASH(0x9b889b4)', 'CurrentUser', 'RT::CurrentUser=HASH(0x84fa3c0)') called at /opt/rt3/lib/RT/Action/Generic.pm line 80 > RT::Action::Generic::new('RT::Action::CreateTickets', 'CurrentUser', 'RT::CurrentUser=HASH(0x84fa3c0)') called at /opt/rt3/share/html/Tools/Offline.html line 107 > HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9b88ad4)') called at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm line 1251 > eval {...} at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm line 1245 > HTML::Mason::Request::comp(undef, undef) called at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm line 914 > HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x96b4234)') called at /opt/rt3/share/html/autohandler line 215 > HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x99143d0)') called at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm line 1246 > eval {...} at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm line 1245 > HTML::Mason::Request::comp(undef, undef, undef) called at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm line 459 > eval {...} at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm line 459 > eval {...} at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm line 411 > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x96b4234)') called at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 168 > HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x96b4234)') called at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 826 > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x924ab30)', 'Apache=SCALAR(0x8ef3b0c)') called at /opt/rt3/bin/webmux.pl line 123 > eval {...} at /opt/rt3/bin/webmux.pl line 123 > RT::Mason::handler('Apache=SCALAR(0x8ef3b0c)') called at /dev/null line 0 > eval {...} at /dev/null line 0 > > *** END ERROR from browser *** > > > > ** Apache Conf ** > > > ServerName tickets.sys02.dl > DocumentRoot /opt/rt3/share/html > AddDefaultCharset UTF-8 > PerlModule Apache::DBI > PerlRequire /opt/rt3/bin/webmux.pl > > > SetHandler perl-script > PerlHandler RT::Mason > > > > > ** apache ** > > /opt/apache-1.3.34/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_info.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 > > > Server Version: Apache/1.3.34 (Unix) mod_perl/1.29 > Server Built: Apr 18 2006 12:00:34 > API Version: 19990320:18 > Run Mode: standalone > User/Group: apache(71)/65534 > Hostname/port: sys02.dl:80 > Daemons: start: 5 min idle: 5 max idle: 10 max: 150 > Max Requests: per child: 0 keep alive: on max per connection: 100 > Threads: per child: 0 > Excess requests: per child: 0 > Timeouts: connection: 300 keep-alive: 15 > Server Root: /opt/apache-1.3.34 > Config File: conf/httpd.conf > PID File: /opt/apache-1.3.34/logs/httpd.pid > Scoreboard File: /opt/apache-1.3.34/logs/httpd.scoreboard > > > > mod_perl was install with "perl Makefile.PL USE_APXS=1 > WITH_APXS=/opt/apache-1.3.34/bin/apxs EVERYTHING=1" > > rt configure with "./configure --with-web-user=apache > --with-web-group=apache" > > apache is in rt group. > > > ***** > > > Thanks for reading ... > > Alois. > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Wed Apr 19 17:44:37 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 20 Apr 2006 01:44:37 +0400 Subject: [rt-users] Can't load Perl file: /opt/rt345/bin/webmux.pl In-Reply-To: <4446A26D.10608@pcg.wustl.edu> References: <4446A26D.10608@pcg.wustl.edu> Message-ID: <589c94400604191444i637ee687g2f95415a571fb640@mail.gmail.com> First of all check that Apache process has access to that file! when you run RT's cunfigure script you have to provide option --with-web-user if Apache runs under user different from 'www'. On 4/20/06, Heather Drury wrote: > Hello, > > I have installed Apace2 + mod2 + MySql + rt3. When I start apache (for > some reason) I am getting the error in the apache log file (Mandrake): > > ./apachectl start > > [Wed Apr 19 14:31:28 2006] [error] Can't load Perl file: > /opt/rt345/bin/webmux.pl for server xxx:0, exiting... > > I'm not sure what other information I should be providing but I have > scoured this list for posts and this looks like a problem that has > occurred before: > > http://lists.fsck.com/pipermail/rt-devel/2004-December/006510.html > > but the solution for this doesn't seem applicable to me (e.g., SELinux). > I have also added the following lines to webmux.pl per someone else's > suggestion: > > require Apache::RequestUtil; > no warnings 'redefine'; > my $sub = *Apache::request{CODE}; > *Apache::request = sub { > my $r; > eval { $r = $sub->('Apache'); }; > # # warn $@ if $@; > return $r; > }; > > But this changes nothing. I am out of ideas and desperate to find > another way to debug (or better yet, a solution). > > Thanks in advance for any words of wisdom. > > heather > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Wed Apr 19 17:47:49 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 20 Apr 2006 01:47:49 +0400 Subject: [rt-users] possible bug? can not query for deleted tickets In-Reply-To: References: Message-ID: <589c94400604191447o6a55801die618b1a7c7504f8a@mail.gmail.com> It's a feature. On 4/18/06, tmaciak at ci.grand-rapids.mi.us wrote: > > > > I am using RT v3.4.2 since last August and just found out that you can not > query for tickets that have a "Deleted" status in them. > > I can still view these tickets by entering the ticket number but am not able > to search for them. > > This problem applies to both the Query Builder general and "Advanced" query > builder as well. > > > > I think it would be nice to have an option to be able to search under > deleted tickets since they are still in the database. > > > > On a side note ? is there a specific place to send bug and/or overall RT > feature requests to? > > > Thanks, > > > > T.J. Maciak > > > > Internet/Intranet Developer > Department of IT > City of Grand Rapids > P: (616)456-3713 > > F: (616)456-3448 > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Wed Apr 19 17:51:44 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 20 Apr 2006 01:51:44 +0400 Subject: [rt-users] Variables in Ticket Search In-Reply-To: <200604120701.31695.putzoa@gmx.de> References: <200604120701.31695.putzoa@gmx.de> Message-ID: <589c94400604191451s2830176bob42bdc7893dbe692@mail.gmail.com> Special key '__CurrentUser__' should work you can write it on the advanced query builder page. On 4/12/06, Andreas Putzo wrote: > Hi all, > > is it possible to use variables in ticket search? > I'd like to create saved searches a la > Status = 'stalled' AND Owner = $session{CurrentUser}. > > regards, > Andreas Putzo > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Wed Apr 19 18:00:50 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 20 Apr 2006 02:00:50 +0400 Subject: [rt-users] onMerge template In-Reply-To: <443D0DD4.8090007@paradigmo.com> References: <443D0DD4.8090007@paradigmo.com> Message-ID: <589c94400604191500y46172ac8w9e93e8e53cce8b80@mail.gmail.com> I think you can use something like this: my $oldTicket = RT::Ticket->new( $RT::SystemUser ); $oldTicket->LoadById( $txn->ObjectId ); $oldTicket->Subject; On 4/12/06, Frederic Van De Velde wrote: > Hi, > > I wanted to notify the requestor when a ticket merge occurs. > I have created a user defined scrips action that only trigger my > template when a merge occurs > (as described on http://wiki.bestpractical.com/index.cgi?OnMerge) > > This works perfectly but I have problems defining what to report in my > template. > I want to include the subject of the ticket getting merge into the new > one, is it possible ? > > Example: > > Subject: {$MergedTicket->Subject} - merged into #{$Ticket->Id} > > Dear {$Ticket->CreatorObj->RealName}, > > This is to notify you that your ticket: > > #{$Transaction->ObjectId} - {$MergedTicket->Subject} > > has been merged into ticket: > > #{$Ticket->Id} - {$Ticket->Subject} > > > > > Any idea on how to retrieve the merged ticket subject ? > > Regards, > Frederic. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From purp at acm.org Wed Apr 19 18:18:52 2006 From: purp at acm.org (Jim Meyer) Date: Wed, 19 Apr 2006 15:18:52 -0700 Subject: [rt-users] LDAP Summary and supported implementations Message-ID: Hello! If you're pondering LDAP and RT, please be sure to read the summary of LDAP implementations in the BP wiki: http://wiki.bestpractical.com/?LdapSummary Also, I've seen some notes implying there's no "supported" LDAP implementation; while there's not one that Best Practical supports, there is one that I support: http://wiki.bestpractical.com/?LDAP ...though my support level has been a bit low lately due to lack of sleep and a backlog of diapers to change. ;] Cheers! --j -- Jim Meyer, Geek at Large purp at acm.org From Chris.Covington at plusone.com Wed Apr 19 18:24:50 2006 From: Chris.Covington at plusone.com (Covington, Chris) Date: Wed, 19 Apr 2006 18:24:50 -0400 Subject: [rt-users] LDAP Message-ID: The easiest way to setup LDAP with vanilla RT is to set WebExternalAuth=1 and configure Apache to do LDAP Authentication. --- Chris Covington IT Plus One Health Management 75 Maiden Lane Suite 801 NY, NY 10038 646-312-6269 http://www.plusoneactive.com From cfernandez at voicesignal.com Wed Apr 19 18:56:03 2006 From: cfernandez at voicesignal.com (Christian Fernandez) Date: Wed, 19 Apr 2006 18:56:03 -0400 Subject: [rt-users] LDAP In-Reply-To: References: Message-ID: <4446C003.3050009@voicesignal.com> ohhh interesting.. this sounds like a good idea till RT supports ldap from the vanilla RT.. now.. if I use apache mod_ldap for example... how does RT gets the list of users... this may be lacking that and one of the points o have ldap is that when we get a new employee we just add it once to one place.. etc. so I think I cant realy use the apache solution cause it will be just to access RT not to actually have the users.. Covington, Chris wrote: >The easiest way to setup LDAP with vanilla RT is to set WebExternalAuth=1 and configure Apache to do LDAP Authentication. > > >--- >Chris Covington >IT >Plus One Health Management >75 Maiden Lane Suite 801 >NY, NY 10038 >646-312-6269 >http://www.plusoneactive.com >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com > > >We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > > > -------------- next part -------------- A non-text attachment was scrubbed... Name: cfernandez.vcf Type: text/x-vcard Size: 572 bytes Desc: not available URL: From rt3 at acerhomes.com Thu Apr 20 02:42:08 2006 From: rt3 at acerhomes.com (rt3 at acerhomes.com) Date: Thu, 20 Apr 2006 14:42:08 +0800 (PHT) Subject: [rt-users] Moving to a new server and upgrading from 3.0.5 to 3.4.5 In-Reply-To: <3228279594.1866396@www.chatteremail.com> References: <3228279594.1866396@www.chatteremail.com> Message-ID: <4339.177.177.177.65.1145515328.squirrel@177.177.177.101> yes. This solve my problem for #2, 3#. Thanks to you and ruslan. Right now, it seems something changed on Approval. Nothing is listed there. is there changes from 3.0.5 to 3.4.5 approval system? > Can you try upgrading to the latest DBIx::SearchBuilder from CPAN? > Best, > Jesse > -- > This message was sent from my Treo. Please accept my apologies for its > brevity and for any typos. > > -----Original Message----- > From: rt3 at acerhomes.com > Date: Wednesday, Apr 19, 2006 4:09 am > Subject: Re: [rt-users] Moving to a new server and upgrading from 3.0.5 to > 3.4.5 > >>>> 1. ticket details are displayed except the issue messages itself > This solved already. I restored RT3 database from Postgres 7.3.2 to 8.1.3. > Then I followed database upgrade running all the etc/upgrade. > >>>> 2. internal error when I created a new ticket. > Same result. > Log Error > Couldn't create a ticket: Internal Error: Found no sequence for Tickets > (/web/rt3/lib/RT/Ticket_Overlay.pm:590) > >>>> 3. can't take ownership of one ticket > Same result. > Error. > Could not change owner. Couldn't add member to group > >>>> 4. i can no longer log-in from old RT 3.0.5 > But other users can. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy > a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > > > > From rt3 at acerhomes.com Thu Apr 20 07:04:38 2006 From: rt3 at acerhomes.com (rt3 at acerhomes.com) Date: Thu, 20 Apr 2006 19:04:38 +0800 (PHT) Subject: [rt-users] Moving to a new server and upgrading from 3.0.5 to 3.4.5 In-Reply-To: <4339.177.177.177.65.1145515328.squirrel@177.177.177.101> References: <3228279594.1866396@www.chatteremail.com> <4339.177.177.177.65.1145515328.squirrel@177.177.177.101> Message-ID: <5916.177.177.177.65.1145531078.squirrel@177.177.177.101> I stucked here. I think my only problem here is when I click the My Approval link, nothing is displayed. But when I worked on individual ticket such as resolving the ticket approval, the original request ticket gets approved. I checked already the approval queue rights. > yes. This solve my problem for #2, 3#. Thanks to you and ruslan. Right > now, it seems something changed on Approval. Nothing is listed there. is > there changes from 3.0.5 to 3.4.5 approval system? From telemole at gmail.com Thu Apr 20 09:19:10 2006 From: telemole at gmail.com (TeleMole) Date: Thu, 20 Apr 2006 09:19:10 -0400 Subject: [rt-users] custom scrip help - mail to GROUP Message-ID: Hi all, We use RT to distribute tickets to various groups within our IT dept. Tickets are created in a master drop queue called IT - then our helpdesk folks assign this ticket to another queue which has a specific work group associated with it (network, workstation etc...) I want a mail to go out to the group associated with that newly assigned queue when a job is moved from IT to that queue (ie. "There is new work in your queue - someone please take the ticket") This way the appropriate person can take the ticket. We don't want them to have to sit and monitor the queue all day - and an email to the gropu would be perfect - anyone doing this? or know how? Cheers, Sean Daniels From dyoung-rtusers at techsafari.com Thu Apr 20 09:48:28 2006 From: dyoung-rtusers at techsafari.com (dyoung-rtusers at techsafari.com) Date: Thu, 20 Apr 2006 09:48:28 -0400 Subject: [rt-users] Any resolution on apache2/mod_perl2 "Out of Memory!" error on GenToo? Message-ID: <013201c66481$1a8a2e20$ad141eac@TSDYoung> Please accept my apologies if this particular dead horse has been sufficiently beaten, but I'm new to this list and I've already searched through Google as well as the mailing list archives to no avail. I'm running: rt-3.4.5 apache-2.0.55-r1 mod_perl-2.0.1-r2 gentoo-sources-2.6.15-r1 mysql-5.0.19-r1 (was using mysql-4, but found something during my searches that suggested upgrading mysql. No apparent effect) (I'm not sure what other info would be helpful, please let me know and I'll be happy to supply) I was wondering (read: hoping) if this list had already discovered a fix or workaround to the "Out of Memory! Callback called exit" error seen in the Apache2 error_log when attempting to perform a Ticket Search from within the RT website. If so, could someone point me in the proper direction (URL, email, carrier pigeon)? Thanks in advance! Donovan dyoung rtusers techsafari com From klusk at brit.com Thu Apr 20 10:24:40 2006 From: klusk at brit.com (Kristopher Lusk) Date: Thu, 20 Apr 2006 09:24:40 -0500 Subject: [rt-users] custom scrip help - mail to GROUP In-Reply-To: Message-ID: <20060420142442.7363AA3AE3@mail.brit.com> So, do you not have group email addresses like that in your organization? Addresses like network at yourorg.com or workstation at yourorg.com? I thought most organizations did. Of course, everyone also has their own email address, but their address also belongs to the "larger", group address (typically the name of their department). If you did this, you could create Users on you installation of RT with the appropriate department names and email addresses (e.g. Username - Network; Email - network at yourorg.com), and your helpdesk could just make the "Owner" of the ticket one of those "group accounts". For example if Helpdesk Lady selected 'Network' from the Owner dropdown, then RT would Notify network at yourorg.com via email that they have a new ticket (On Owner Change Notify Owner as Comment with template Transaction). It kind of works the same way on our list here, right? We all belong to rt-users at lists.bestpractical.com, and when one of us sends an email we all get it. Anyway, then the Network/Workstation team lead or the team "ticketmaster" (if it's a rolling role) can distribute the ticket to the appropriate person on the team. Or if you don't have anyone like that, then once everyone reads the ticket, the appropriate person will know to take it. How about that? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of TeleMole Sent: Thursday, April 20, 2006 8:19 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] custom scrip help - mail to GROUP Hi all, We use RT to distribute tickets to various groups within our IT dept. Tickets are created in a master drop queue called IT - then our helpdesk folks assign this ticket to another queue which has a specific work group associated with it (network, workstation etc...) I want a mail to go out to the group associated with that newly assigned queue when a job is moved from IT to that queue (ie. "There is new work in your queue - someone please take the ticket") This way the appropriate person can take the ticket. We don't want them to have to sit and monitor the queue all day - and an email to the gropu would be perfect - anyone doing this? or know how? Cheers, Sean Daniels _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From klusk at brit.com Thu Apr 20 10:48:27 2006 From: klusk at brit.com (Kristopher Lusk) Date: Thu, 20 Apr 2006 09:48:27 -0500 Subject: [rt-users] custom scrip help - mail to GROUP In-Reply-To: <20060420142442.7363AA3AE3@mail.brit.com> Message-ID: <20060420144829.4F134A3AE3@mail.brit.com> So just to be clear, when your Helpdesk sends the ticket to another queue, with what I've suggested they'd also need to change the Owner of the ticket. This may not be the best way, but I'm new to RT myself. Hypothetically, and not knowing the code, this seems like it should work. Email Fundamentals 101, you know? That's just my suggestion. I'd love to see others. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kristopher Lusk Sent: Thursday, April 20, 2006 9:25 AM To: 'TeleMole'; rt-users at lists.bestpractical.com Subject: RE: [rt-users] custom scrip help - mail to GROUP So, do you not have group email addresses like that in your organization? Addresses like network at yourorg.com or workstation at yourorg.com? I thought most organizations did. Of course, everyone also has their own email address, but their address also belongs to the "larger", group address (typically the name of their department). If you did this, you could create Users on you installation of RT with the appropriate department names and email addresses (e.g. Username - Network; Email - network at yourorg.com), and your helpdesk could just make the "Owner" of the ticket one of those "group accounts". For example if Helpdesk Lady selected 'Network' from the Owner dropdown, then RT would Notify network at yourorg.com via email that they have a new ticket (On Owner Change Notify Owner as Comment with template Transaction). It kind of works the same way on our list here, right? We all belong to rt-users at lists.bestpractical.com, and when one of us sends an email we all get it. Anyway, then the Network/Workstation team lead or the team "ticketmaster" (if it's a rolling role) can distribute the ticket to the appropriate person on the team. Or if you don't have anyone like that, then once everyone reads the ticket, the appropriate person will know to take it. How about that? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of TeleMole Sent: Thursday, April 20, 2006 8:19 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] custom scrip help - mail to GROUP Hi all, We use RT to distribute tickets to various groups within our IT dept. Tickets are created in a master drop queue called IT - then our helpdesk folks assign this ticket to another queue which has a specific work group associated with it (network, workstation etc...) I want a mail to go out to the group associated with that newly assigned queue when a job is moved from IT to that queue (ie. "There is new work in your queue - someone please take the ticket") This way the appropriate person can take the ticket. We don't want them to have to sit and monitor the queue all day - and an email to the gropu would be perfect - anyone doing this? or know how? Cheers, Sean Daniels _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From Joerg.Ungermann at web.de Thu Apr 20 11:38:50 2006 From: Joerg.Ungermann at web.de (=?iso-8859-15?Q?J=F6rg_Ungermann?=) Date: Thu, 20 Apr 2006 17:38:50 +0200 Subject: [rt-users] Duplicate users hinder login Message-ID: <13669946@web.de> There is an additonal problem with the customer base in the user table There are similar User names in the database. (Peter Pan) For instance there is one agent Peter Pan(provileged) having the same name than a customer Peter Pan (unpriviledged). By default RT does not login our agent. Can for instance the organisation field be taken as additional Login parameter? Would that be done in Autohandler.pm? Kind regards JU > -----Urspr?ngliche Nachricht----- > Von: Jesse Vincent > Gesendet: 19.04.06 16:15:07 > An: Joerg.Ungermann at web.de > CC: rt-users at lists.bestpractical.com > Betreff: Re: [rt-users] Performance problem: Customers in Users Table > To echo what Ruslan said: > > We fixed this in 3.4.5. Upgrading is likely the right answer. > > Jesse > > > On Wed, Apr 19, 2006 at 02:47:40PM +0200, Jrg Ungermann wrote: > > Rehearsing on our performance problems i thought about the users table: > > > > we do have 1300 unpriviledged users in the users table. > > They represent the customer base to link tickets to. > > > > Will that result in bad perfomance when opening, creating or doing other trasactions on tickets? > > > > Thanks > > > > J?rg > > _______________________________________________________________ > > SMS schreiben mit WEB.DE FreeMail - einfach, schnell und > > kostenguenstig. Jetzt gleich testen! http://f.web.de/?mc=021192 > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > > > > -- _______________________________________________________________ SMS schreiben mit WEB.DE FreeMail - einfach, schnell und kostenguenstig. Jetzt gleich testen! http://f.web.de/?mc=021192 From telemole at gmail.com Thu Apr 20 12:06:14 2006 From: telemole at gmail.com (TeleMole) Date: Thu, 20 Apr 2006 12:06:14 -0400 Subject: [rt-users] custom scrip help - mail to GROUP In-Reply-To: <589c94400604200805t5da209beo18c597fcf13c4547@mail.gmail.com> References: <589c94400604200805t5da209beo18c597fcf13c4547@mail.gmail.com> Message-ID: this looks great - seems exactly what i am looking for - But I am unsure how to use it? Can you show me an exaple scrip that would call this? I really need to see it detect the change of queue and then send the notification - is this possible? On 4/20/06, Ruslan Zakirov wrote: > http://search.cpan.org/dist/RTx-Action-NotifyGroup ? > > > On 4/20/06, TeleMole wrote: > > Hi all, > > > > We use RT to distribute tickets to various groups within our IT dept. > > Tickets are created in a master drop queue called IT - then our > > helpdesk folks assign this ticket to another queue which has a > > specific work group associated with it (network, workstation etc...) > > > > I want a mail to go out to the group associated with that newly > > assigned queue when a job is moved from IT to that queue (ie. "There > > is new work in your queue - someone please take the ticket") This way > > the appropriate person can take the ticket. We don't want them to > > have to sit and monitor the queue all day - and an email to the gropu > > would be perfect - anyone doing this? or know how? > > > > Cheers, > > Sean Daniels > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > > > > > -- > Best regards, Ruslan. > From cervin at intelenet.net Thu Apr 20 12:42:59 2006 From: cervin at intelenet.net (Chance Ervin) Date: Thu, 20 Apr 2006 09:42:59 -0700 Subject: [rt-users] Sorting tickets by ID Message-ID: <9C104AD2CBB9CD419C8B1C11A294BB1A6D8CDE@webmail.intelenet.net> I asked about this a couple weeks ago, but didn't see any responses. So, I thought I would try again. Chance Ervin Intelenet Communications Inc. OCP, SCSA, MCP Systems Engineer -----Original Message----- From: Chance Ervin Sent: Thursday, April 06, 2006 10:54 AM To: 'rt-users at lists.bestpractical.com' Subject: Sorting tickets by ID We are looking to set our rt homepage to show tickets by id --> desc. We think we found the right file at : /opt/rt3/local/html/Elements/MyTickets This shows the following content: <& /Elements/TicketList, Format => "'__id__/TITLE:#', '__Subject__/TITL E:Subject', Priority, QueueName, ExtendedStatus", Query => $Query, OrderBy => 'Status', Order => 'DESC', # Order => 'ASC', Rows => $rows, ShowNavigation => 0 &> We changed OrderBy => 'Status', to OrderBy => 'id', but didn't see the sort results we thought we would. Do we need to use a different keyword than 'id'? Or are we looking at the wrong file altogether? Thank you. Chance Ervin Intelenet Communications Inc. OCP, SCSA, MCP Systems Engineer -------------------------------------------------------------------- From barnesaw at ucrwcu.rwc.uc.edu Thu Apr 20 12:58:55 2006 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 20 Apr 2006 12:58:55 -0400 Subject: [rt-users] Sorting tickets by ID In-Reply-To: <9C104AD2CBB9CD419C8B1C11A294BB1A6D8CDE@webmail.intelenet.net> References: <9C104AD2CBB9CD419C8B1C11A294BB1A6D8CDE@webmail.intelenet.net> Message-ID: <4447BDCF.4070901@ucrwcu.rwc.uc.edu> Ruslan replied on the 11th. His advice sounds good since you make no mention of anything besides changing the contents of the file. Chance Ervin wrote: > I asked about this a couple weeks ago, but didn't see any responses. > So, I thought I would try again. > > Chance Ervin > Intelenet Communications Inc. > OCP, SCSA, MCP > Systems Engineer > > -----Original Message----- > From: Chance Ervin > Sent: Thursday, April 06, 2006 10:54 AM > To: 'rt-users at lists.bestpractical.com' > Subject: Sorting tickets by ID > > We are looking to set our rt homepage to show tickets by id --> desc. > > We think we found the right file at : > /opt/rt3/local/html/Elements/MyTickets > > This shows the following content: > > <& /Elements/TicketList, > Format => "' href=\"$RT::WebPath/Ticket/Display.html?id=__id__\">__id__/TITLE:#', > ' href=\"$RT::WebPath/Ticket/Display.html?id=__id__\">__Subject__/TITL > E:Subject', Priority, QueueName, ExtendedStatus", > > Query => $Query, > OrderBy => 'Status', > Order => 'DESC', > # Order => 'ASC', > Rows => $rows, > ShowNavigation => 0 > &> > > > We changed OrderBy => 'Status', to OrderBy => 'id', but didn't see the > sort results we thought we would. Do we need to use a different keyword > than 'id'? Or are we looking at the wrong file altogether? > > Thank you. > > Chance Ervin > Intelenet Communications Inc. > OCP, SCSA, MCP > Systems Engineer > > -------------------------------------------------------------------- > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From mnichols at wayport.net Thu Apr 20 13:15:53 2006 From: mnichols at wayport.net (Matt Nichols) Date: Thu, 20 Apr 2006 12:15:53 -0500 Subject: [rt-users] LDAP Summary and supported implementations Message-ID: <52AD365BD79BA048B359E3F4411D45150D849143@exchange01.wayad.corp.wayport.net> Jim, I understand that you use OpenLDAP yourself, but have you heard from anyone that managed to get your LDAP implementation working with Active Directory? Jim or anyone else on the list, could I see some example LdapSiteConfigSettings specifically for AD? Thanks. -Matt -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jim Meyer Sent: Wednesday, April 19, 2006 5:19 PM To: RT Users Mailing List Subject: [rt-users] LDAP Summary and supported implementations Hello! If you're pondering LDAP and RT, please be sure to read the summary of LDAP implementations in the BP wiki: http://wiki.bestpractical.com/?LdapSummary Also, I've seen some notes implying there's no "supported" LDAP implementation; while there's not one that Best Practical supports, there is one that I support: http://wiki.bestpractical.com/?LDAP ...though my support level has been a bit low lately due to lack of sleep and a backlog of diapers to change. ;] Cheers! --j -- Jim Meyer, Geek at Large purp at acm.org _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From brendanarnold at gmail.com Thu Apr 20 14:02:20 2006 From: brendanarnold at gmail.com (Brendan Arnold) Date: Thu, 20 Apr 2006 19:02:20 +0100 Subject: [rt-users] Lack of trailing slash causing porblems in IE Message-ID: <5ed41c130604201102l5674de49of1f27a568ea19daa@mail.gmail.com> Hi there, When submitting form information such as logging in, updating a page etc. Internet Explorer (6) returns a 'The page cannot be found' error intermittently. This happens consistently if I first load my RT login page as https://example.com/rt But not if I load it as https://example.com/rt/ With the trailng slash. I think this may not be exclusively linked to RT since there have been reports that similar intermittent problems have been encountered with our Phorum installation (a PHP bulletin board), however the problem with RT is much more frequent. Some stats, Solaris 9 Apache 2.0.55 (also happened with 1.3) RT 3.4.5 (also happened with 3.4.2) Perl 5.8.5 # httpd.conf # # OVERVIEW # # This is a httpd.conf file written from scratch for server burs-unx004 # production. # # The structure also loosely follows the FHS standard for location of # files etc. See http://www.pathname.com/fhs/ for details. # # Load the modules # Used to allow password protected directories LoadModule auth_module modules/mod_auth.so # PHP 4 used for performance LoadModule php4_module modules/libphp4.so # Enable SSL LoadModule ssl_module modules/mod_ssl.so # Allows AddType directive LoadModule mime_module modules/mod_mime.so # Allows DirectoryIndex directive LoadModule dir_module modules/mod_dir.so # access_module for 2.0, authz_host_module for 2.2 LoadModule access_module modules/mod_access.so # LoadModule authz_host_module modules/mod_authz_host.so # Allows TransferLog directive LoadModule log_config_module modules/mod_log_config.so # Allows Alias directive LoadModule alias_module modules/mod_alias.so # Allows CGI scripting LoadModule cgi_module modules/mod_cgi.so # Improve CGI performance, currently not compiled LoadModule fastcgi_module modules/mod_fastcgi.so # Let Apache run as a powerless user and powerless group for security # reasons User www Group www # Set the domain name for this server root ServerName estates.bris.ac.uk # Set contact name ServerAdmin webmaster-estates at bris.ac.uk # Set the system path to the server root DocumentRoot /srv/www/htdocs # Set the location of the log relative to the ServerRoot TransferLog logs/access_log # Set port on which main sets of static docs are listened on Listen 80 Listen 443 # Set it so links can be followed, hence cgi-bin etc. can be accessed # Don't allow CGIs, indexing of directories and server side includes #Options +FollowSymLinks -ExecCGI -Indexes -Includes # Configure so that the cgi-bin directory can be used and accessed # through ServerName/cgi-bin #ScriptAlias /cgi-bin /srv/www/cgi-bin # make sure Apache knows to pass .php files though PHP before serving AddType application/x-httpd-php .php # make sure Apache know what to do with certificate files AddType application/x-x509-ca-cert .crt AddType application/x-pkcs7-crl .crl # Server-wide FastCGI directives FastCgiIpcDir /tmp FastCgiServer /usr/local/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 4 # Ordinary content served on port 80 ServerAdmin webmaster at example.com DocumentRoot /srv/www/htdocs ServerName example.com Redirect /rt https://example.com/rt # Secure content served on port 443 ServerAdmin webmaster at example.com DocumentRoot /srv/www/htdocs ServerName example.comk # Entry for Request Tracker, only for encrypted connections # More info found at http://www.fastcgi.com/mod_fastcgi/docs/mod_fastcgi.html AddHandler fastcgi-script fcgi ScriptAlias /rt /usr/local/rt3/bin/mason_handler.fcgi # Alias /rt/NoAuth/images /usr/local/rt3/html/NoAuth/images # The SSL configuration directives SSLEngine on # List the ciphers that the client is permitted to negotiate SSLCipherSuite ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2:+EXP:+eNULL # List all locations for OpenSSL certificates SSLCertificateFile /var/ssl/public/estates-public.crt SSLCertificateKeyFile /var/ssl/private/estates-private.key SSLCertificateChainFile /var/ssl/public/estates-public-chain.crt # SSL cache, uses DBM, may suffer reliability under high loads SSLSessionCache dbm:/usr/local/apache-2.0.55/logs/ssl_scache # Configure the path to the mutual exclusion semaphore the # SSL engine uses internally for inter-process synchronization. SSLMutex file:/usr/local/apache-2.0.55/logs/ssl_mutex # Random number source SSLRandomSeed startup builtin SSLRandomSeed connect builtin # Allow various type of file to be served as index file DirectoryIndex index.php index.html index.cgi index.pl # Don't serve up .htaccess and htpasswd files Order Allow,Deny Deny from all Satisfy all # Don't serve up directories called 'no-serve' Order Allow,Deny Deny from all Satisfy all Regards, Brendan From rgeller at lnrproperty.com Thu Apr 20 14:40:57 2006 From: rgeller at lnrproperty.com (Robert Geller) Date: Thu, 20 Apr 2006 14:40:57 -0400 Subject: [rt-users] Install issues Message-ID: <7A95FF51FB071E42A3D035F09AE7347D6BEB@MDCEXCH03.lnrproperty.com> On FC4, using httpd 2.0.54 with mod_perl DS0. My httpd config: LoadModule perl_module modules/mod_perl.so ServerAdmin root at localhost DocumentRoot /var/www/rt3/share/html ServerName rt.adm ServerAlias rt.adm.XX.com AddDefaultCharset UTF-8 PerlModule Apache2 Apache::compat PerlModule Apache::DBI PerlRequire /var/www/rt3/bin/webmux.pl AllowOverride ALL Options ExecCGI FollowSymLinks Order allow,deny Allow from all Im getting the "Youre Almost There" page. -Robert Geller LNR Property Corporation Network Infrastructure 1601 Washington Avenue Miami Beach, Florida 33139 (305) 695 - 5400 (office main) (305) 695 - 5829 (office direct) (305) 695 - 5409 (fax) (786) 282 - 1102 (mobile) From pkime at Shopzilla.com Thu Apr 20 14:52:48 2006 From: pkime at Shopzilla.com (Philip Kime) Date: Thu, 20 Apr 2006 11:52:48 -0700 Subject: [rt-users] File-Temp errors in apache logs - cannot delete temp directory Message-ID: <58B1112F0EEB7349AE14A0AA46F9CEC00137AACE@szexchange.Shopzilla.inc> I'm using RT 3.4.5 and it's all working fine except I notice a lot of lines like this in the Apache logs: Can't remove directory /tmp/vPv8lB4xKh (Directory not empty) at /opt/ActivePerl- 5.8/lib/5.8.7/File/Temp.pm line 898 There are a lot (1500+) of these directories in /tmp now ... the permissions seem fine: drwx------ 2 apache apache 4096 Apr 20 10:57 . -rw-r--r-- 1 apache apache 198 Apr 20 10:57 part-24501-6.txt -rw-r--r-- 1 apache apache 2420 Apr 20 10:57 part-24501-7.html Anybody else seen this? Philip Kime -------------- next part -------------- An HTML attachment was scrubbed... URL: From cfernandez at voicesignal.com Thu Apr 20 15:25:57 2006 From: cfernandez at voicesignal.com (Christian Fernandez) Date: Thu, 20 Apr 2006 15:25:57 -0400 Subject: [rt-users] LDAP Summary and supported implementations In-Reply-To: <52AD365BD79BA048B359E3F4411D45150D849143@exchange01.wayad.corp.wayport.net> References: <52AD365BD79BA048B359E3F4411D45150D849143@exchange01.wayad.corp.wayport.net> Message-ID: <4447E045.2050403@voicesignal.com> Hi Jim I am interested in using LDap *a lot* but have not much experience with RT. any howto or stepby step install for this? if there is not, I will be willing to help. Thanks. Matt Nichols wrote: > Jim, > > I understand that you use OpenLDAP yourself, but have you heard from > anyone that managed to get your LDAP implementation working with Active > Directory? Jim or anyone else on the list, could I see some example > LdapSiteConfigSettings specifically for AD? > > Thanks. > > -Matt > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jim Meyer > Sent: Wednesday, April 19, 2006 5:19 PM > To: RT Users Mailing List > Subject: [rt-users] LDAP Summary and supported implementations > > Hello! > > If you're pondering LDAP and RT, please be sure to read the summary of > LDAP implementations in the BP wiki: > > http://wiki.bestpractical.com/?LdapSummary > > Also, I've seen some notes implying there's no "supported" LDAP > implementation; while there's not one that Best Practical supports, > there is one that I support: > > http://wiki.bestpractical.com/?LDAP > > ...though my support level has been a bit low lately due to lack of > sleep and a backlog of diapers to change. ;] > > Cheers! > > --j > -- > Jim Meyer, Geek at Large purp at acm.org > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > > -------------- next part -------------- A non-text attachment was scrubbed... Name: cfernandez.vcf Type: text/x-vcard Size: 572 bytes Desc: not available URL: From ruslan.zakirov at gmail.com Thu Apr 20 15:36:24 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 20 Apr 2006 23:36:24 +0400 Subject: [rt-users] custom scrip help - mail to GROUP In-Reply-To: References: <589c94400604200805t5da209beo18c597fcf13c4547@mail.gmail.com> Message-ID: <589c94400604201236i6946774fh8f1b5e46b43f886b@mail.gmail.com> This distribution comes with script rtx-notify-group-admin with this script you can add ScripActions, for example "Notify Group XXX and User YYY". And use such actions within your scrips. You need scrip: On Queue Change Notify Group Xxx with Template Yyy. As I recall On Queue Change is standard condition, in Template you can use anything you want. On 4/20/06, TeleMole wrote: > this looks great - seems exactly what i am looking for - But I am > unsure how to use it? Can you show me an exaple scrip that would call > this? I really need to see it detect the change of queue and then send > the notification - is this possible? > > > On 4/20/06, Ruslan Zakirov wrote: > > http://search.cpan.org/dist/RTx-Action-NotifyGroup ? > > > > > > On 4/20/06, TeleMole wrote: > > > Hi all, > > > > > > We use RT to distribute tickets to various groups within our IT dept. > > > Tickets are created in a master drop queue called IT - then our > > > helpdesk folks assign this ticket to another queue which has a > > > specific work group associated with it (network, workstation etc...) > > > > > > I want a mail to go out to the group associated with that newly > > > assigned queue when a job is moved from IT to that queue (ie. "There > > > is new work in your queue - someone please take the ticket") This way > > > the appropriate person can take the ticket. We don't want them to > > > have to sit and monitor the queue all day - and an email to the gropu > > > would be perfect - anyone doing this? or know how? > > > > > > Cheers, > > > Sean Daniels > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Community help: http://wiki.bestpractical.com > > > Commercial support: sales at bestpractical.com > > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > > Buy a copy at http://rtbook.bestpractical.com > > > > > > > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > > > > > > > > > -- > > Best regards, Ruslan. > > > -- Best regards, Ruslan. From eric.valor at daimlerchrysler.com Thu Apr 20 15:46:38 2006 From: eric.valor at daimlerchrysler.com (eric.valor at daimlerchrysler.com) Date: Thu, 20 Apr 2006 12:46:38 -0700 Subject: [rt-users] LDAP Summary and supported implementations Message-ID: Matt: I've gotten this working with AD. The trick for AD is making sure you search for "sAMAccountName" instead of "uid". Here are the bare essentials you'll need: Set($LdapUser, 'cn=,CN=Users,dc=,dc=com'); # LDAP bind user Set($LdapPass, ''); # LDAP bind user pass Set($LdapUidAttr, 'sAMAccountName'); # attribute for RT account name Set($LdapFilter, 'objectclass=user'); # filter LDAP entries (e.g., only people) Set($LdapNameAttr, 'cn'); # attribute for RT user name Set($LdapMailAttr, 'mail'); # attribute for RT email addy Note that "Users" requires the capital U... Bear in mind this won't auto-populate the RT database from the LDAP database. Your users will fail unless they already have an RT account. The Moseman contribution allows for setting up accounts on-the-fly, but I've had some difficulty in getting it to pull in all the LDAP (AD) records (SQL errors are reported in the logging). I haven't been able to put in much time in debugging.. The Mehl contribution does a better job and has good instructions, but has the drawback of requiring mod_ntlm and the NT LanMan hash vulnerability. Hope this helps. -- Eric N. Valor Sr. Systems Administrator DaimlerChrysler Research & Technology North America, Inc. eric.valor at daimlerchrysler.com 1510 Page Mill Road, Palo Alto, CA 94304 CIMS 931-00-00 650-845-2536 : This Space Intentionally Left Blank : -------------- next part -------------- An HTML attachment was scrubbed... URL: From mnichols at wayport.net Thu Apr 20 15:59:08 2006 From: mnichols at wayport.net (Matt Nichols) Date: Thu, 20 Apr 2006 14:59:08 -0500 Subject: [rt-users] LDAP Summary and supported implementations Message-ID: <52AD365BD79BA048B359E3F4411D45150D8491A5@exchange01.wayad.corp.wayport.net> Do you define an LdapBase variable in your config? Thanks again. -Matt ________________________________ From: eric.valor at daimlerchrysler.com [mailto:eric.valor at daimlerchrysler.com] Sent: Thursday, April 20, 2006 2:47 PM To: Matt Nichols Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] LDAP Summary and supported implementations Matt: I've gotten this working with AD. The trick for AD is making sure you search for "sAMAccountName" instead of "uid". Here are the bare essentials you'll need: Set($LdapUser, 'cn=,CN=Users,dc=,dc=com'); # LDAP bind user Set($LdapPass, ''); # LDAP bind user pass Set($LdapUidAttr, 'sAMAccountName'); # attribute for RT account name Set($LdapFilter, 'objectclass=user'); # filter LDAP entries (e.g., only people) Set($LdapNameAttr, 'cn'); # attribute for RT user name Set($LdapMailAttr, 'mail'); # attribute for RT email addy Note that "Users" requires the capital U... Bear in mind this won't auto-populate the RT database from the LDAP database. Your users will fail unless they already have an RT account. The Moseman contribution allows for setting up accounts on-the-fly, but I've had some difficulty in getting it to pull in all the LDAP (AD) records (SQL errors are reported in the logging). I haven't been able to put in much time in debugging.. The Mehl contribution does a better job and has good instructions, but has the drawback of requiring mod_ntlm and the NT LanMan hash vulnerability. Hope this helps. -- Eric N. Valor Sr. Systems Administrator DaimlerChrysler Research & Technology North America, Inc. eric.valor at daimlerchrysler.com 1510 Page Mill Road, Palo Alto, CA 94304 CIMS 931-00-00 650-845-2536 : This Space Intentionally Left Blank : -------------- next part -------------- An HTML attachment was scrubbed... URL: From eric.valor at daimlerchrysler.com Thu Apr 20 16:03:05 2006 From: eric.valor at daimlerchrysler.com (eric.valor at daimlerchrysler.com) Date: Thu, 20 Apr 2006 13:03:05 -0700 Subject: [rt-users] LDAP Summary and supported implementations In-Reply-To: <52AD365BD79BA048B359E3F4411D45150D8491A5@exchange01.wayad.corp.wayport.net> Message-ID: Oh crap.. how'd that miss the cut-n-paste? Set($LdapBase, 'cn=Users,dc=,dc=com'); # search base :-) (again, note the Capital U in "Users") -- Eric N. Valor Sr. Systems Administrator DaimlerChrysler Research & Technology North America, Inc. eric.valor at daimlerchrysler.com 1510 Page Mill Road, Palo Alto, CA 94304 CIMS 931-00-00 650-845-2536 : This Space Intentionally Left Blank : "Matt Nichols" 04/20/2006 12:59 PM To cc Subject RE: [rt-users] LDAP Summary and supported implementations Do you define an LdapBase variable in your config? Thanks again. -Matt From: eric.valor at daimlerchrysler.com [mailto:eric.valor at daimlerchrysler.com] Sent: Thursday, April 20, 2006 2:47 PM To: Matt Nichols Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] LDAP Summary and supported implementations Matt: I've gotten this working with AD. The trick for AD is making sure you search for "sAMAccountName" instead of "uid". Here are the bare essentials you'll need: Set($LdapUser, 'cn=,CN=Users,dc=,dc=com'); # LDAP bind user Set($LdapPass, ''); # LDAP bind user pass Set($LdapUidAttr, 'sAMAccountName'); # attribute for RT account name Set($LdapFilter, 'objectclass=user'); # filter LDAP entries (e.g., only people) Set($LdapNameAttr, 'cn'); # attribute for RT user name Set($LdapMailAttr, 'mail'); # attribute for RT email addy Note that "Users" requires the capital U... Bear in mind this won't auto-populate the RT database from the LDAP database. Your users will fail unless they already have an RT account. The Moseman contribution allows for setting up accounts on-the-fly, but I've had some difficulty in getting it to pull in all the LDAP (AD) records (SQL errors are reported in the logging). I haven't been able to put in much time in debugging.. The Mehl contribution does a better job and has good instructions, but has the drawback of requiring mod_ntlm and the NT LanMan hash vulnerability. Hope this helps. -- Eric N. Valor Sr. Systems Administrator DaimlerChrysler Research & Technology North America, Inc. eric.valor at daimlerchrysler.com 1510 Page Mill Road, Palo Alto, CA 94304 CIMS 931-00-00 650-845-2536 : This Space Intentionally Left Blank : -------------- next part -------------- An HTML attachment was scrubbed... URL: From pkime at Shopzilla.com Thu Apr 20 16:27:18 2006 From: pkime at Shopzilla.com (Philip Kime) Date: Thu, 20 Apr 2006 13:27:18 -0700 Subject: [rt-users] RE: RT-Users Digest, Vol 25, Issue 63 Message-ID: <58B1112F0EEB7349AE14A0AA46F9CEC00137AAD0@szexchange.Shopzilla.inc> Replying to myself ... The error is coming from /lib/RT/EmailParser.pm line 624 At the File::Temp::rmtree command The error says "Directory not empty", which is somewhat beside the point since it's rm*tree* ... but this usually denotes permissions problems, but the permissions seem to be ok. From ronn at emm.org Thu Apr 20 17:00:31 2006 From: ronn at emm.org (Ronald Nissley) Date: Thu, 20 Apr 2006 17:00:31 -0400 Subject: [rt-users] RTFM preview release names Message-ID: What is the significance of 'ORC' in some RTFM preview releases? I'm sending this again because I neglected to include a subject the first time. Sorry about that. Curious, Ronald Nissley From jesse at bestpractical.com Thu Apr 20 17:05:24 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 20 Apr 2006 17:05:24 -0400 Subject: [rt-users] RTFM preview release names In-Reply-To: References: Message-ID: <20060420210524.GU4283@bestpractical.com> On Thu, Apr 20, 2006 at 05:00:31PM -0400, Ronald Nissley wrote: > What is the significance of 'ORC' in some RTFM preview releases? foo.0 release candidate. > I'm sending this again because I neglected to include a subject the > first time. Sorry about that. > > Curious, > > Ronald Nissley > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- From rickr at rice.edu Thu Apr 20 17:51:28 2006 From: rickr at rice.edu (Rick Russell) Date: Thu, 20 Apr 2006 16:51:28 -0500 Subject: [rt-users] custom scrip help - mail to GROUP In-Reply-To: References: Message-ID: <44480260.9000309@rice.edu> All the solutions presented so far seem WAY too complicated. It's really easy, and requires no custom programming. (1) Set up groups of privileged RT users in Configuration, Groups for each of the work groups in your organization. The nice thing about making the groups now is that you can leverage these groups for other purposes, like permissions & access control on queues and custom fields. (2) For each queue that requires notification, go to Configuration, Queues, choose the queue, and then Watchers. Use "Find groups whose Name contains [ ]" to locate the corresponding work group, then specify them as an "AdminCC". (3) Go to Configuration, Global, Scrips and make sure you've got a scrip that reads On Queue Change Notify AdminCCs Global Template: Transaction This may be a default scrip; my scrips page has 50 lines of custom-made scrips Done. No programming required. Of course, you might want to make your own Global template ("Queue Change Notification" or something like that, such as: Subject: Ticket moved to your queue ({$Ticket->Queue}) Hi, {$Transaction->CreatorObj->RealName} just moved ticket {$Ticket->id} into your group queue. Please work on this ticket as soon as possible. This ticket was created {$Ticket->CreatedObj->AsString} and it's due in {$Ticket->DueObj->AsString}. Thank you, RequestTracker, Esq. Anyway, you get the idea. Rick R. TeleMole wrote: > Hi all, > > We use RT to distribute tickets to various groups within our IT dept. > Tickets are created in a master drop queue called IT - then our ... -------------- next part -------------- A non-text attachment was scrubbed... Name: rickr.vcf Type: text/x-vcard Size: 182 bytes Desc: not available URL: From phanoko at yahoo.com Thu Apr 20 18:50:46 2006 From: phanoko at yahoo.com (Phanoko) Date: Thu, 20 Apr 2006 15:50:46 -0700 (PDT) Subject: [rt-users] Business Hours Alerts Message-ID: <20060420225046.95667.qmail@web53910.mail.yahoo.com> Is there a way only send email alerts during work hours? __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From rickr at rice.edu Thu Apr 20 19:12:48 2006 From: rickr at rice.edu (Rick Russell) Date: Thu, 20 Apr 2006 18:12:48 -0500 Subject: [rt-users] Business Hours Alerts In-Reply-To: <20060420225046.95667.qmail@web53910.mail.yahoo.com> References: <20060420225046.95667.qmail@web53910.mail.yahoo.com> Message-ID: <44481570.4070908@rice.edu> The best way is to use Jesse Vincent's Business::Hours module to set up a business hours schedule, then use the methods (like first_after) to quickly determine whether the current time is in the business hours schedule. http://search.cpan.org/~jesse/Business-Hours-0.07/lib/Business/Hours.pm But it's also not hard to roll up your own using POSIX::localtime() and POSIX::strftime(). Rick R. From jcolson at voidgate.org Thu Apr 20 19:37:09 2006 From: jcolson at voidgate.org (Joshua Colson) Date: Thu, 20 Apr 2006 16:37:09 -0700 Subject: [rt-users] Group permissions problem. In-Reply-To: <1145417129.20674.3.camel@red-dwarf.voidgate.org> References: <1145404439.13645.66.camel@s60r.ination.com> <20060418235625.GC4283@bestpractical.com> <1145417129.20674.3.camel@red-dwarf.voidgate.org> Message-ID: <1145576229.7195.5.camel@s60r.ination.com> On Tue, 2006-04-18 at 20:25 -0700, Joshua Colson wrote: > On Tue, 2006-04-18 at 19:56 -0400, Jesse Vincent wrote: > > > > > > My question is, shouldn't Manager1 and Manager2 have the right to > > > SeeQueue, OwnTicket, etc by virtue of the fact that the 'GroupManagers' > > > group is a member of the 'GroupStaff' group? > > > > Yes. > > > > > > > > Thanks. > > It is not working that way then. I'll investigate further and get back > to the list with my findings. > > Thanks. > This was a stupid human error (me). I had the wrong management group as a member of the lower level group. Thanks all. -- Joshua Colson From heather at pcg.wustl.edu Thu Apr 20 21:10:14 2006 From: heather at pcg.wustl.edu (Heather Drury) Date: Thu, 20 Apr 2006 20:10:14 -0500 Subject: [rt-users] unknown mailer error 2 when sending mail to rt-mailgate program Message-ID: <444830F6.3010901@pcg.wustl.edu> Hi, I have rt3+mod_perl2+mysql and everything is running except when I try to email the alias for the queue...Here is my /etc/mail/aliases pcg-support:"|/opt/rt345/bin/rt-mailgate --queue pcg-support --debug --action correspond --url http://xxx" pcg-support-comment: "|/opt/rt345/bin/rt-mailgate --queue pcg-support --debug --action comment --url http://xxx" I have tested rt-mailgate manually and it works fine and adds a ticket to the queue: cat msg.txt | /etc/smrsh/rt-mailgate --queue pcg-support --action correspond --url http://xxx However, when I try to use senmail to create a ticket I get this in my log: Apr 20 19:01:54 pcglinux sendmail[11476]: k3L01qFs011476: to=pcg-support at xxx, ctladdr=root (0/0), delay=00:00:02, xdelay=00:00:02, mailer=relay, pri=30050, relay=xxx. [127.0.0.1], dsn=2.0.0, stat=Sent (k3L01s0Q011477 Message accepted for delivery) Apr 20 19:01:54 pcglinux sendmail[11478]: k3L01s0Q011477: to="|/opt/rt345/bin/rt-mailgate --queue pcg-support --debug --action correspond --url http://xxx", ctladdr= (2/0), delay=00:00:00, xdelay=00:00:00, mailer=prog, pri=30577, dsn=5.3.0, stat=unknown mailer error 2 Apr 20 19:01:54 pcglinux sendmail[11478]: k3L01s0Q011477: k3L01s0Q011478: DSN: unknown mailer error 2 I do not have a clue as to how to go about debugging this.but I believe it has to do with sendmail not being able to run a program (rt-mailgate) because of (perhaps) a permission problem? Any help/suggestions appreciated. thx, heather From rt3 at acerhomes.com Fri Apr 21 00:13:32 2006 From: rt3 at acerhomes.com (rt3 at acerhomes.com) Date: Fri, 21 Apr 2006 12:13:32 +0800 (PHT) Subject: [rt-users] After upgrading from 3.0.5 to 3.4.5, approval list is not working Message-ID: <2205.177.177.177.65.1145592812.squirrel@177.177.177.101> It seems everything works fine already except my approval list displays nothing. I already verified my setup with http://wiki.bestpractical.com/index.cgi?ApprovalCreation My new RT system can successfully create approval ticket. Even I can individually resolve this ticket to make the original request ticket tag as approved. My problem is when click the Approval link, nothing is display there even I choose pending, approved, denied. Did I missed something when I upgrade. From purp at acm.org Fri Apr 21 00:31:19 2006 From: purp at acm.org (Jim Meyer) Date: Thu, 20 Apr 2006 21:31:19 -0700 Subject: [rt-users] LDAP Summary and supported implementations In-Reply-To: <52AD365BD79BA048B359E3F4411D45150D849143@exchange01.wayad.corp.wayport.net> References: <52AD365BD79BA048B359E3F4411D45150D849143@exchange01.wayad.corp.wayport.net> Message-ID: Hello! On 4/20/06, Matt Nichols wrote: > I understand that you use OpenLDAP yourself, but have you heard from > anyone that managed to get your LDAP implementation working with Active > Directory? Jim or anyone else on the list, could I see some example > LdapSiteConfigSettings specifically for AD? I do have notes in the install instructions of the LDAP page which specify that, for Windows Active Directory, you must map the "Name" attribute to "sAMAccountName". In order to draw more attention to that, though, I've added a wiki page to further explain how to set $RT::LdapAttrMap properly: http://wiki.bestpractical.com/?LdapAttrMap Please let me know if that doesn't help enough; also, please feel free to extend the Active Directory chunk of that page as I don't know the first thing about it other than it seems to generate a lot of questions here lately. ;] Cheers! --j -- Jim Meyer, Geek at Large purp at acm.org From purp at acm.org Fri Apr 21 00:45:35 2006 From: purp at acm.org (Jim Meyer) Date: Thu, 20 Apr 2006 21:45:35 -0700 Subject: [rt-users] LDAP Summary and supported implementations In-Reply-To: <4447E045.2050403@voicesignal.com> References: <52AD365BD79BA048B359E3F4411D45150D849143@exchange01.wayad.corp.wayport.net> <4447E045.2050403@voicesignal.com> Message-ID: Hello! On 4/20/06, Christian Fernandez wrote: > Hi Jim I am interested in using LDap *a lot* but have not much > experience with RT. > any howto or stepby step install for this? There is, indeed, on the wiki page: http://wiki.bestpractical.com/?LDAP ...under the "Installation" section. Please feel free to extend it, though; that's the joy of wiki. =] Cheers! --j -- Jim Meyer, Geek at Large purp at acm.org From sternford.gapu at telone.co.zw Tue Apr 18 05:51:03 2006 From: sternford.gapu at telone.co.zw (Stern) Date: Tue, 18 Apr 2006 11:51:03 +0200 Subject: [rt-users] Cannot start RT/httpd with Apache2 and mod_perl2 References: <44338E25.3090001@forskernet.dk><200604051142.52530.tknoezinger@datadirectnet.com><4434FF09.9080409@forskernet.dk><200604061401.53731.knoezi@knoezi.homedns.org> <44351C55.8000305@forskernet.dk> Message-ID: <000601c662cd$9b4fbdf0$d29f85c2@gapu> I was trying to reinstall RT so that it can run on apache2 with mod_perl 2 on a FreeBSD machine. I am getting the following error on restarting the apache Daemon: [Tue Apr 18 11:41:14 2006] [error] Can't locate Apache2.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/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 . /usr/local/apache2) at (eval 197) line 3.\n I had modified the httpd.conf by adding these lines ServerName coc.telone.co.zw ServerAdmin sgapu at telone.co.zw Alias /rt3 "/opt/rt3/share/html" PerlModule Apache::DBI PerlModule Apache2 Apache::compat 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 ErrorLog logs/coc.telone.co.zw-errors # CustomLog logs/dummy-host.example.com-access_log common Can anyone assist????????? Kind regards, Sternford Gapu ----- From: Steffen Poulsen To: Thomas Knoezinger Cc: rt-users at lists.bestpractical.com Sent: Thursday, April 06, 2006 3:49 PM Subject: Re: [rt-users] Problem creating initial rt3 database in mysql,DBD::mysql::db prepare warning: Installing an earlier version of DBD-mysql got me past the login screen - hope this issue won't cause any surprises later on! :-) # emerge -p --oneshot =DBD-mysql-3.0002 // Steffen Thomas Knoezinger wrote: >Hello Steffen, > >have the same issue. Tested with debian with out this issue. Seems to be a >gentoo only issue. You can find some email about this issue. I have no idea >till now. >Even last comment to try running apache with mpm_worker is not solving the >issue. > >Thanks, >Thomas > >On Thursday 06 April 2006 13:44, Steffen Poulsen wrote: > > >>Thomas Knoezinger wrote: >> >> >>>P.S: Please let me know if you installation of rt is eating a lot of >>>memory even for prompting login page. >>> >>> >>Seems like it's finally getting to run, after mason was compiled for >>modperl support :-) >> >>But you're right, it only managed to show the login-page once - >>subsequent requests just puts this in apache error log: >> >>Out of memory! >>Callback called exit. >> >>Any ideas? >> >>// Steffen, Denmark >> >> _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html -------------- next part -------------- An HTML attachment was scrubbed... URL: From prasaddeshpande at bajajfinance.in Fri Apr 21 02:49:08 2006 From: prasaddeshpande at bajajfinance.in (Prasad Deshpande) Date: Fri, 21 Apr 2006 12:19:08 +0530 Subject: [rt-users] Configuring helpdesk Message-ID: <39849E3E98E2CC47BB85B08735347FE3041F5F30@balakexmb01.bajajauto.co.in> Hi, I am using RT Ver 3.2.3 on RH 9 for implementing helpdesk in our IT Dept. My requirement is as mentioned below. I want the helpdesk operators to see the requests which are only assigned to them. Currently they can see all the un owned requests. I have tried creating two separate groups for operators and admins with difference rights but could get the required functionality. Is any anyone doing this? know how to configure it? Thanks in advance. 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If this message contains such material, please report it to abuse at bajajauto.co.in. -------------- next part -------------- An HTML attachment was scrubbed... URL: From msnyder at servervault.com Fri Apr 21 03:23:49 2006 From: msnyder at servervault.com (Mathew Snyder) Date: Fri, 21 Apr 2006 03:23:49 -0400 Subject: [rt-users] random question about columns Message-ID: <44488885.2010505@servervault.com> I've installed and am soon to put v3.6.0pre1 into production as it seems to work quite well. The only question I have is regarding the column alignment. The ticket information doesn't line up with the the headers. They are placed far to the left instead. What does one edit in order to add more space to various columns to fix this? Or is it not fixable? -- Mathew Snyder Systems Administrator Network+ ServerVault TechOps From meier at fuh.de Fri Apr 21 04:21:38 2006 From: meier at fuh.de (Matthias Meier) Date: Fri, 21 Apr 2006 10:21:38 +0200 Subject: [rt-users] RTFM Problem upgrating to RTFM-2.2.0RC2 Message-ID: <44489612.7080705@fuh.de> Hello, i'm using RT3 3.4.2 and just upgrated RTFM from 2.0.4 to 2.2.0RC2. Now my custom field disapeared and th RTFM configuration-page (Admin/RTFM/index.html) ist blank. Thanks for any help, Matthias From brendanarnold at gmail.com Fri Apr 21 06:20:00 2006 From: brendanarnold at gmail.com (Brendan Arnold) Date: Fri, 21 Apr 2006 11:20:00 +0100 Subject: [rt-users] Re: Lack of trailing slash causing porblems in IE In-Reply-To: <5ed41c130604201102l5674de49of1f27a568ea19daa@mail.gmail.com> References: <5ed41c130604201102l5674de49of1f27a568ea19daa@mail.gmail.com> Message-ID: <5ed41c130604210320t1d1c6251q4c324b32afd9e9d6@mail.gmail.com> I may have found the solution. After including a RewriteRule directive that adds a trailing slash to the end of the RT url it seems to work OK. Add this to your virtual host entry (or general server config) RewriteEngine on RewriteRule /(rt)$ /$1/ [R} Redirect /rt https://example.com/rt ... RewriteEngine on RewriteRule /(rt)$ /$1/ [R] ... If you use DSOs you need to load mod_rewrite I am pretty sure that you should be able to combine the Redirect directive into the RewriteRule however for some reason RewriteRule /(rt)$ https://example.com/$1/ [R] does not work. On 4/20/06, Brendan Arnold wrote: > Hi there, > > When submitting form information such as logging in, updating a page > etc. Internet Explorer (6) returns a 'The page cannot be found' error > intermittently. > > This happens consistently if I first load my RT login page as > > https://example.com/rt > > But not if I load it as > > https://example.com/rt/ > > With the trailng slash. I think this may not be exclusively linked to > RT since there have been reports that similar intermittent problems > have been encountered with our Phorum installation (a PHP bulletin > board), however the problem with RT is much more frequent. > > Some stats, > > Solaris 9 > Apache 2.0.55 (also happened with 1.3) > RT 3.4.5 (also happened with 3.4.2) > Perl 5.8.5 > > # httpd.conf > # > # OVERVIEW > # > # This is a httpd.conf file written from scratch for server burs-unx004 > # production. > # > # The structure also loosely follows the FHS standard for location of > # files etc. See http://www.pathname.com/fhs/ for details. > # > > # Load the modules > > # Used to allow password protected directories > LoadModule auth_module modules/mod_auth.so > # PHP 4 used for performance > LoadModule php4_module modules/libphp4.so > # Enable SSL > LoadModule ssl_module modules/mod_ssl.so > # Allows AddType directive > LoadModule mime_module modules/mod_mime.so > # Allows DirectoryIndex directive > LoadModule dir_module modules/mod_dir.so > # access_module for 2.0, authz_host_module for 2.2 > LoadModule access_module modules/mod_access.so > # LoadModule authz_host_module modules/mod_authz_host.so > # Allows TransferLog directive > LoadModule log_config_module modules/mod_log_config.so > # Allows Alias directive > LoadModule alias_module modules/mod_alias.so > # Allows CGI scripting > LoadModule cgi_module modules/mod_cgi.so > # Improve CGI performance, currently not compiled > LoadModule fastcgi_module modules/mod_fastcgi.so > > # Let Apache run as a powerless user and powerless group for security > # reasons > User www > Group www > > # Set the domain name for this server root > ServerName estates.bris.ac.uk > > # Set contact name > ServerAdmin webmaster-estates at bris.ac.uk > > # Set the system path to the server root > DocumentRoot /srv/www/htdocs > > # Set the location of the log relative to the ServerRoot > TransferLog logs/access_log > > # Set port on which main sets of static docs are listened on > Listen 80 > Listen 443 > > # Set it so links can be followed, hence cgi-bin etc. can be accessed > # Don't allow CGIs, indexing of directories and server side includes > #Options +FollowSymLinks -ExecCGI -Indexes -Includes > > # Configure so that the cgi-bin directory can be used and accessed > # through ServerName/cgi-bin > #ScriptAlias /cgi-bin /srv/www/cgi-bin > > # make sure Apache knows to pass .php files though PHP before serving > AddType application/x-httpd-php .php > > # make sure Apache know what to do with certificate files > AddType application/x-x509-ca-cert .crt > AddType application/x-pkcs7-crl .crl > > # Server-wide FastCGI directives > FastCgiIpcDir /tmp > FastCgiServer /usr/local/rt3/bin/mason_handler.fcgi -idle-timeout 120 > -processes 4 > > # Ordinary content served on port 80 > > ServerAdmin webmaster at example.com > DocumentRoot /srv/www/htdocs > ServerName example.com > Redirect /rt https://example.com/rt > > > # Secure content served on port 443 > > > ServerAdmin webmaster at example.com > DocumentRoot /srv/www/htdocs > ServerName example.comk > > # Entry for Request Tracker, only for encrypted connections > # More info found at > http://www.fastcgi.com/mod_fastcgi/docs/mod_fastcgi.html > AddHandler fastcgi-script fcgi > ScriptAlias /rt /usr/local/rt3/bin/mason_handler.fcgi > # Alias /rt/NoAuth/images /usr/local/rt3/html/NoAuth/images > > # The SSL configuration directives > SSLEngine on > # List the ciphers that the client is permitted to negotiate > SSLCipherSuite > ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2:+EXP:+eNULL > # List all locations for OpenSSL certificates > SSLCertificateFile /var/ssl/public/estates-public.crt > SSLCertificateKeyFile /var/ssl/private/estates-private.key > SSLCertificateChainFile /var/ssl/public/estates-public-chain.crt > > > > # SSL cache, uses DBM, may suffer reliability under high loads > SSLSessionCache dbm:/usr/local/apache-2.0.55/logs/ssl_scache > > # Configure the path to the mutual exclusion semaphore the > # SSL engine uses internally for inter-process synchronization. > SSLMutex file:/usr/local/apache-2.0.55/logs/ssl_mutex > > # Random number source > SSLRandomSeed startup builtin > SSLRandomSeed connect builtin > > # Allow various type of file to be served as index file > DirectoryIndex index.php index.html index.cgi index.pl > > # Don't serve up .htaccess and htpasswd files > > Order Allow,Deny > Deny from all > Satisfy all > > > # Don't serve up directories called 'no-serve' > > Order Allow,Deny > Deny from all > Satisfy all > > > > Regards, > > Brendan > From Lutz.Jaenicke at aet.TU-Cottbus.DE Fri Apr 21 07:16:00 2006 From: Lutz.Jaenicke at aet.TU-Cottbus.DE (Lutz Jaenicke) Date: Fri, 21 Apr 2006 13:16:00 +0200 Subject: [rt-users] Installation Problem Message-ID: <20060421111600.GA9979@serv01.aet.tu-cottbus.de> Hi! we are trying to install rt-3.4.5 on a FreeBSD system under OpenPKG. So far it seems that all dependencies have been satisfied, nevertheless connecting to RT fails with Assert_Defined failed: Cache::BaseCache line 194 The environment is Apache with mod_perl, Perl version is 5.8.7. Any idea what may be causing the problem? Best regards, Lutz -- Lutz Jaenicke Lutz.Jaenicke at aet.TU-Cottbus.DE http://www.aet.TU-Cottbus.DE/personen/jaenicke/ BTU Cottbus, Allgemeine Elektrotechnik Universitaetsplatz 3-4, D-03044 Cottbus From ruslan.zakirov at gmail.com Fri Apr 21 08:20:37 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 21 Apr 2006 16:20:37 +0400 Subject: [rt-users] Re: Lack of trailing slash causing porblems in IE In-Reply-To: <5ed41c130604210320t1d1c6251q4c324b32afd9e9d6@mail.gmail.com> References: <5ed41c130604201102l5674de49of1f27a568ea19daa@mail.gmail.com> <5ed41c130604210320t1d1c6251q4c324b32afd9e9d6@mail.gmail.com> Message-ID: <589c94400604210520q309fdcc1n7831eb3ffa7a2d9a@mail.gmail.com> I think correct ScripAlias string is: ScriptAlias /rt/ /usr/local/rt3/bin/mason_handler.fcgi On 4/21/06, Brendan Arnold wrote: > I may have found the solution. After including a RewriteRule directive > that adds a trailing slash to the end of the RT url it seems to work > OK. > > Add this to your virtual host entry (or general server config) > > > RewriteEngine on > RewriteRule /(rt)$ /$1/ [R} > Redirect /rt https://example.com/rt > ... > > > > RewriteEngine on > RewriteRule /(rt)$ /$1/ [R] > ... > > > If you use DSOs you need to load mod_rewrite > > I am pretty sure that you should be able to combine the Redirect > directive into the RewriteRule however for some reason RewriteRule > /(rt)$ https://example.com/$1/ [R] does not work. > > > On 4/20/06, Brendan Arnold wrote: > > Hi there, > > > > When submitting form information such as logging in, updating a page > > etc. Internet Explorer (6) returns a 'The page cannot be found' error > > intermittently. > > > > This happens consistently if I first load my RT login page as > > > > https://example.com/rt > > > > But not if I load it as > > > > https://example.com/rt/ > > > > With the trailng slash. I think this may not be exclusively linked to > > RT since there have been reports that similar intermittent problems > > have been encountered with our Phorum installation (a PHP bulletin > > board), however the problem with RT is much more frequent. > > > > Some stats, > > > > Solaris 9 > > Apache 2.0.55 (also happened with 1.3) > > RT 3.4.5 (also happened with 3.4.2) > > Perl 5.8.5 > > > > # httpd.conf > > # > > # OVERVIEW > > # > > # This is a httpd.conf file written from scratch for server burs-unx004 > > # production. > > # > > # The structure also loosely follows the FHS standard for location of > > # files etc. See http://www.pathname.com/fhs/ for details. > > # > > > > # Load the modules > > > > # Used to allow password protected directories > > LoadModule auth_module modules/mod_auth.so > > # PHP 4 used for performance > > LoadModule php4_module modules/libphp4.so > > # Enable SSL > > LoadModule ssl_module modules/mod_ssl.so > > # Allows AddType directive > > LoadModule mime_module modules/mod_mime.so > > # Allows DirectoryIndex directive > > LoadModule dir_module modules/mod_dir.so > > # access_module for 2.0, authz_host_module for 2.2 > > LoadModule access_module modules/mod_access.so > > # LoadModule authz_host_module modules/mod_authz_host.so > > # Allows TransferLog directive > > LoadModule log_config_module modules/mod_log_config.so > > # Allows Alias directive > > LoadModule alias_module modules/mod_alias.so > > # Allows CGI scripting > > LoadModule cgi_module modules/mod_cgi.so > > # Improve CGI performance, currently not compiled > > LoadModule fastcgi_module modules/mod_fastcgi.so > > > > # Let Apache run as a powerless user and powerless group for security > > # reasons > > User www > > Group www > > > > # Set the domain name for this server root > > ServerName estates.bris.ac.uk > > > > # Set contact name > > ServerAdmin webmaster-estates at bris.ac.uk > > > > # Set the system path to the server root > > DocumentRoot /srv/www/htdocs > > > > # Set the location of the log relative to the ServerRoot > > TransferLog logs/access_log > > > > # Set port on which main sets of static docs are listened on > > Listen 80 > > Listen 443 > > > > # Set it so links can be followed, hence cgi-bin etc. can be accessed > > # Don't allow CGIs, indexing of directories and server side includes > > #Options +FollowSymLinks -ExecCGI -Indexes -Includes > > > > # Configure so that the cgi-bin directory can be used and accessed > > # through ServerName/cgi-bin > > #ScriptAlias /cgi-bin /srv/www/cgi-bin > > > > # make sure Apache knows to pass .php files though PHP before serving > > AddType application/x-httpd-php .php > > > > # make sure Apache know what to do with certificate files > > AddType application/x-x509-ca-cert .crt > > AddType application/x-pkcs7-crl .crl > > > > # Server-wide FastCGI directives > > FastCgiIpcDir /tmp > > FastCgiServer /usr/local/rt3/bin/mason_handler.fcgi -idle-timeout 120 > > -processes 4 > > > > # Ordinary content served on port 80 > > > > ServerAdmin webmaster at example.com > > DocumentRoot /srv/www/htdocs > > ServerName example.com > > Redirect /rt https://example.com/rt > > > > > > # Secure content served on port 443 > > > > > > ServerAdmin webmaster at example.com > > DocumentRoot /srv/www/htdocs > > ServerName example.comk > > > > # Entry for Request Tracker, only for encrypted connections > > # More info found at > > http://www.fastcgi.com/mod_fastcgi/docs/mod_fastcgi.html > > AddHandler fastcgi-script fcgi > > ScriptAlias /rt /usr/local/rt3/bin/mason_handler.fcgi > > # Alias /rt/NoAuth/images /usr/local/rt3/html/NoAuth/images > > > > # The SSL configuration directives > > SSLEngine on > > # List the ciphers that the client is permitted to negotiate > > SSLCipherSuite > > ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2:+EXP:+eNULL > > # List all locations for OpenSSL certificates > > SSLCertificateFile /var/ssl/public/estates-public.crt > > SSLCertificateKeyFile /var/ssl/private/estates-private.key > > SSLCertificateChainFile /var/ssl/public/estates-public-chain.crt > > > > > > > > # SSL cache, uses DBM, may suffer reliability under high loads > > SSLSessionCache dbm:/usr/local/apache-2.0.55/logs/ssl_scache > > > > # Configure the path to the mutual exclusion semaphore the > > # SSL engine uses internally for inter-process synchronization. > > SSLMutex file:/usr/local/apache-2.0.55/logs/ssl_mutex > > > > # Random number source > > SSLRandomSeed startup builtin > > SSLRandomSeed connect builtin > > > > # Allow various type of file to be served as index file > > DirectoryIndex index.php index.html index.cgi index.pl > > > > # Don't serve up .htaccess and htpasswd files > > > > Order Allow,Deny > > Deny from all > > Satisfy all > > > > > > # Don't serve up directories called 'no-serve' > > > > Order Allow,Deny > > Deny from all > > Satisfy all > > > > > > > > Regards, > > > > Brendan > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Fri Apr 21 08:31:52 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 21 Apr 2006 16:31:52 +0400 Subject: [rt-users] random question about columns In-Reply-To: <44488885.2010505@servervault.com> References: <44488885.2010505@servervault.com> Message-ID: <589c94400604210531s510a2ef2h94ab9c773fa6b808@mail.gmail.com> Add th.collection-as-table { padding: 0.1em 0.5em 0.1em 0.5em; text-align: left; } to the misc.css On 4/21/06, Mathew Snyder wrote: > I've installed and am soon to put v3.6.0pre1 into production as it seems > to work quite well. The only question I have is regarding the column > alignment. The ticket information doesn't line up with the the headers. > They are placed far to the left instead. What does one edit in order > to add more space to various columns to fix this? Or is it not fixable? > > -- > Mathew Snyder > Systems Administrator > Network+ > ServerVault TechOps > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Fri Apr 21 08:55:37 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 21 Apr 2006 16:55:37 +0400 Subject: [rt-users] RTFM Problem upgrating to RTFM-2.2.0RC2 In-Reply-To: <44489612.7080705@fuh.de> References: <44489612.7080705@fuh.de> Message-ID: <589c94400604210555sceb66aamba3bea9b8f478112@mail.gmail.com> Did you read README? On 4/21/06, Matthias Meier wrote: > Hello, > > i'm using RT3 3.4.2 and just upgrated RTFM > from 2.0.4 to 2.2.0RC2. > > Now my custom field disapeared and th RTFM configuration-page (Admin/RTFM/index.html) > ist blank. > > Thanks for any help, > Matthias > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Fri Apr 21 08:57:26 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 21 Apr 2006 16:57:26 +0400 Subject: [rt-users] Configuring helpdesk In-Reply-To: <39849E3E98E2CC47BB85B08735347FE3041F5F30@balakexmb01.bajajauto.co.in> References: <39849E3E98E2CC47BB85B08735347FE3041F5F30@balakexmb01.bajajauto.co.in> Message-ID: <589c94400604210557o1fe68622mfe87f0a9f61101c6@mail.gmail.com> http://wiki.bestpractical.com/?Rights On 4/21/06, Prasad Deshpande wrote: > > > > Hi, > > > > I am using RT Ver 3.2.3 on RH 9 for implementing helpdesk in our IT Dept. > My requirement is as mentioned below. > > > > I want the helpdesk operators to see the requests which are only assigned to > them. Currently they can see all the un owned requests. I have tried > creating two separate groups for operators and admins with difference rights > but could get the required functionality. > > > > Is any anyone doing this? know how to configure it? > > > > Thanks in advance. > > > > Regards, > > Prasad Deshpande > > > > > > > > DISCLAIMER: > This message,including any attachments contains confidential and privileged > information for the sole use of the intended recipient(s), and is protected > by law. If you are not the intended recipient, please destroy all copies of > the original message. Any unauthorized review, use, disclosure, > dissemination, forwarding, printing or copying of this email or any action > taken in reliance on this e-mail is strictly prohibited and may be unlawful. > Bajaj Auto reserves the right to record, monitor, and inspect all email > communications through its internal and external networks. Your messages > shall be subject to such lawful supervision as Bajaj Auto deems necessary in > order to protect its information, interests and reputation. Bajaj Auto > prohibits and takes steps to prevent its information systems from being used > to view, store or forward offensive or discriminatory material. If this > message contains such material, please report it to abuse at bajajauto.co.in. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Fri Apr 21 09:00:09 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 21 Apr 2006 17:00:09 +0400 Subject: [rt-users] Installation Problem In-Reply-To: <20060421111600.GA9979@serv01.aet.tu-cottbus.de> References: <20060421111600.GA9979@serv01.aet.tu-cottbus.de> Message-ID: <589c94400604210600n46b77d50i21c06545bac5687e@mail.gmail.com> On 4/21/06, Lutz Jaenicke wrote: > Hi! > > we are trying to install rt-3.4.5 on a FreeBSD system under OpenPKG. > So far it seems that all dependencies have been satisfied, nevertheless > connecting to RT fails with What exactly fails? Does it blow up your monitor? > Assert_Defined failed: Cache::BaseCache line 194 Paste whole errors! > The environment is Apache with mod_perl, Perl version is 5.8.7. > Any idea what may be causing the problem? No, unless you provide details. > > Best regards, > Lutz > -- > Lutz Jaenicke Lutz.Jaenicke at aet.TU-Cottbus.DE > http://www.aet.TU-Cottbus.DE/personen/jaenicke/ > BTU Cottbus, Allgemeine Elektrotechnik > Universitaetsplatz 3-4, D-03044 Cottbus > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Fri Apr 21 09:01:28 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 21 Apr 2006 17:01:28 +0400 Subject: [rt-users] After upgrading from 3.0.5 to 3.4.5, approval list is not working In-Reply-To: <2205.177.177.177.65.1145592812.squirrel@177.177.177.101> References: <2205.177.177.177.65.1145592812.squirrel@177.177.177.101> Message-ID: <589c94400604210601t580ad7cbw88f352e859335017@mail.gmail.com> Is there something in the debug logs when you open Approvals page? On 4/21/06, rt3 at acerhomes.com wrote: > It seems everything works fine already except my approval list displays > nothing. I already verified my setup with > http://wiki.bestpractical.com/index.cgi?ApprovalCreation > > My new RT system can successfully create approval ticket. Even I can > individually resolve this ticket to make the original request ticket tag > as approved. > > My problem is when click the Approval link, nothing is display there even > I choose pending, approved, denied. Did I missed something when I > upgrade. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Fri Apr 21 09:09:36 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 21 Apr 2006 17:09:36 +0400 Subject: [rt-users] Cannot start RT/httpd with Apache2 and mod_perl2 In-Reply-To: <000601c662cd$9b4fbdf0$d29f85c2@gapu> References: <44338E25.3090001@forskernet.dk> <200604051142.52530.tknoezinger@datadirectnet.com> <4434FF09.9080409@forskernet.dk> <200604061401.53731.knoezi@knoezi.homedns.org> <44351C55.8000305@forskernet.dk> <000601c662cd$9b4fbdf0$d29f85c2@gapu> Message-ID: <589c94400604210609o54eb433qa5d68e7fb3fcabe1@mail.gmail.com> Guys, I don't know where you take this apache+MP2 config, but it's wrong! ServerName coc.telone.co.zw ServerAdmin sgapu at telone.co.zw ErrorLog logs/coc.telone.co.zw-errors # CustomLog logs/dummy-host.example.com-access_log common DocumentRoot /opt/rt3/share/html Order allow,deny Allow from all # this is optional, try without it first # PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason On 4/18/06, Stern wrote: > > I was trying to reinstall RT so that it can run on apache2 with mod_perl 2 > on a FreeBSD machine. I am getting the following error on restarting the > apache Daemon: > > [Tue Apr 18 11:41:14 2006] [error] Can't locate Apache2.pm in @INC (@INC > contains: /opt/rt3/local/lib /opt/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 . /usr/local/apache2) at (eval 197) line 3.\n > > I had modified the httpd.conf by adding these lines > > > ServerName coc.telone.co.zw > ServerAdmin sgapu at telone.co.zw > Alias /rt3 "/opt/rt3/share/html" > PerlModule Apache::DBI > PerlModule Apache2 Apache::compat > 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 > > ErrorLog logs/coc.telone.co.zw-errors > # CustomLog logs/dummy-host.example.com-access_log common > > > > Can anyone assist????????? > > Kind regards, > > > Sternford Gapu > > ----- > From: Steffen Poulsen > To: Thomas Knoezinger > Cc: rt-users at lists.bestpractical.com > Sent: Thursday, April 06, 2006 3:49 PM > Subject: Re: [rt-users] Problem creating initial rt3 database in > mysql,DBD::mysql::db prepare warning: > > Installing an earlier version of DBD-mysql got me past the login screen > - hope this issue won't cause any surprises later on! :-) > > # emerge -p --oneshot =DBD-mysql-3.0002 > > // Steffen > > Thomas Knoezinger wrote: > > >Hello Steffen, > > > >have the same issue. Tested with debian with out this issue. Seems to be a > >gentoo only issue. You can find some email about this issue. I have no idea > >till now. > >Even last comment to try running apache with mpm_worker is not solving the > >issue. > > > >Thanks, > >Thomas > > > >On Thursday 06 April 2006 13:44, Steffen Poulsen wrote: > > > > > >>Thomas Knoezinger wrote: > >> > >> > >>>P.S: Please let me know if you installation of rt is eating a lot of > >>>memory even for prompting login page. > >>> > >>> > >>Seems like it's finally getting to run, after mason was compiled for > >>modperl support :-) > >> > >>But you're right, it only managed to show the login-page once - > >>subsequent requests just puts this in apache error log: > >> > >>Out of memory! > >>Callback called exit. > >> > >>Any ideas? > >> > >>// Steffen, Denmark > >> > >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > > -- Best regards, Ruslan. From lists at akphs.com Fri Apr 21 09:51:41 2006 From: lists at akphs.com (Phil Smith III) Date: Fri, 21 Apr 2006 09:51:41 -0400 Subject: [rt-users] Still having problems with GD and RT 3.6.0pre1 Message-ID: <20060421135204.7FF9E4D80AE@diesel.bestpractical.com> Thanks to Jesse's kind advice, I've at least figured out that the reason graphing isn't working is because GD doesn't have PNG support installed. But I've managed to get GD happy -- at least, it CLAIMS it's happy, has PNG support -- and graphing still isn't working. Weirder, the RT 'make testdeps' says GD is missing still; and if I run 'make fixdeps', I get (snipped, of course): GD ...MISSING Install module GD Going to read /home/psmith/.cpan/Metadata Database was generated on Fri, 21 Apr 2006 10:47:17 GMT GD is up to date (2.32). Then 'make fixdeps' says "SOMETHING WAS MISSING!" at the end again. Same results with/without export set RT_FIX_DEPS_CMD=cpan before the 'make fixdeps'. Any ideas? ...phsiii From barnesaw at ucrwcu.rwc.uc.edu Fri Apr 21 10:13:37 2006 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 21 Apr 2006 10:13:37 -0400 Subject: [rt-users] Still having problems with GD and RT 3.6.0pre1 In-Reply-To: <20060421135204.7FF9E4D80AE@diesel.bestpractical.com> References: <20060421135204.7FF9E4D80AE@diesel.bestpractical.com> Message-ID: <4448E891.1070702@ucrwcu.rwc.uc.edu> Go to /home/psmith/.cpan/build and rebuild the GD module manually. It sounds like you recompiled the GD libraries and probably need to recompile the module. Phil Smith III wrote: > Thanks to Jesse's kind advice, I've at least figured out that the reason graphing isn't working is because GD doesn't have PNG support installed. > > But I've managed to get GD happy -- at least, it CLAIMS it's happy, has PNG support -- and graphing still isn't working. > > Weirder, the RT 'make testdeps' says GD is missing still; and if I run 'make fixdeps', I get (snipped, of course): > > GD ...MISSING > Install module GD > Going to read /home/psmith/.cpan/Metadata > Database was generated on Fri, 21 Apr 2006 10:47:17 GMT > GD is up to date (2.32). > > Then 'make fixdeps' says "SOMETHING WAS MISSING!" at the end again. Same results with/without > export set RT_FIX_DEPS_CMD=cpan > before the 'make fixdeps'. > > Any ideas? > > ...phsiii > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From ruslan.zakirov at gmail.com Fri Apr 21 10:58:44 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 21 Apr 2006 18:58:44 +0400 Subject: [rt-users] RTFM Problem upgrating to RTFM-2.2.0RC2 In-Reply-To: <4448F25B.9070102@fuh.de> References: <44489612.7080705@fuh.de> <589c94400604210555sceb66aamba3bea9b8f478112@mail.gmail.com> <4448F25B.9070102@fuh.de> Message-ID: <589c94400604210758l34301ea3o9934d93bcf5f5de7@mail.gmail.com> From README: Upgrade instructions (From any 2.0.x release): ----------------------------------------------------- 1) perl Makefile.PL 2) perl -I/path/to/your/rt/lib sbin/migrate-2.0-to-2.1 3) Type "make install" 4) Type "ls etc/upgrade"; For each item in that directory whose name is greater than your previously installed RT version, run: /opt/rt3/sbin/rt-setup-database --action schema \ --datadir etc/upgrade/ /opt/rt3/sbin/rt-setup-database --action acl \ --datadir etc/upgrade/ /opt/rt3/sbin/rt-setup-database --action insert \ --datadir etc/upgrade/ 5) stop and start your web server On 4/21/06, Matthias Meier wrote: > Yes, > > i got a error during > perl -MCPAN -e'install HTML::Format' > > Warning: Cannot install HTML::Format, don't know what it is. > > and > perl -MCPAN -e'install YAML' > was needed but not listed in the README-file. > > RT works fine - therefore i thought the error in installing HTML::Format is no Problem. Is it? > > Matthias > > > Ruslan Zakirov schrieb: > > Did you read README? > > > > On 4/21/06, Matthias Meier wrote: > > > >>Hello, > >> > >>i'm using RT3 3.4.2 and just upgrated RTFM > >>from 2.0.4 to 2.2.0RC2. > >> > >>Now my custom field disapeared and th RTFM configuration-page (Admin/RTFM/index.html) > >>ist blank. > >> > >>Thanks for any help, > >>Matthias > >> > >> > >>_______________________________________________ > >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >>Community help: http://wiki.bestpractical.com > >>Commercial support: sales at bestpractical.com > >> > >> > >>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >>Buy a copy at http://rtbook.bestpractical.com > >> > >> > >>We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > >> > > > > > > > > -- > > Best regards, Ruslan. > > > -- > _______________________________________________ > Matthias Meier > Fornoff und Heintzenberg GmbH > Consulting, DV-Systeme, Dienstleistungen > Hauptstr. 4, D-79224 Umkirch > Tel +49 7665 937-0, Fax -150 > -- Best regards, Ruslan. From rgeller at lnrproperty.com Fri Apr 21 11:34:08 2006 From: rgeller at lnrproperty.com (Robert Geller) Date: Fri, 21 Apr 2006 11:34:08 -0400 Subject: [rt-users] Cannot start RT/httpd with Apache2 and mod_perl2 Message-ID: <7A95FF51FB071E42A3D035F09AE7347D6BF0@MDCEXCH03.lnrproperty.com> It looks very similar to my config and very similar to the installation guide: http://wiki.bestpractical.com/index.cgi?FedoraCore4InstallGuide What is the right way if it is wrong. I am in a similar boat with the "Youre Almost There" page. I had this problem in the past, but was able to resolve it, but for whatever reason, Im having problems. I posted my config a few days ago, but got no replies. -R -----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, April 21, 2006 9:10 AM To: Stern Cc: rt-users at lists.bestpractical.com; ccTLD workshop; Thomas Knoezinger Subject: Re: [rt-users] Cannot start RT/httpd with Apache2 and mod_perl2 Guys, I don't know where you take this apache+MP2 config, but it's wrong! ServerName coc.telone.co.zw ServerAdmin sgapu at telone.co.zw ErrorLog logs/coc.telone.co.zw-errors # CustomLog logs/dummy-host.example.com-access_log common DocumentRoot /opt/rt3/share/html Order allow,deny Allow from all # this is optional, try without it first # PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason On 4/18/06, Stern wrote: > > I was trying to reinstall RT so that it can run on apache2 with > mod_perl 2 on a FreeBSD machine. I am getting the following error on > restarting the apache Daemon: > > [Tue Apr 18 11:41:14 2006] [error] Can't locate Apache2.pm in @INC > (@INC > contains: /opt/rt3/local/lib /opt/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 . /usr/local/apache2) at (eval 197) line > 3.\n > > I had modified the httpd.conf by adding these lines > > > ServerName coc.telone.co.zw > ServerAdmin sgapu at telone.co.zw > Alias /rt3 "/opt/rt3/share/html" > PerlModule Apache::DBI > PerlModule Apache2 Apache::compat > 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 > > ErrorLog logs/coc.telone.co.zw-errors > # CustomLog logs/dummy-host.example.com-access_log common > > > > Can anyone assist????????? > > Kind regards, > > > Sternford Gapu > > ----- > From: Steffen Poulsen > To: Thomas Knoezinger > Cc: rt-users at lists.bestpractical.com > Sent: Thursday, April 06, 2006 3:49 PM > Subject: Re: [rt-users] Problem creating initial rt3 database in > mysql,DBD::mysql::db prepare warning: > > Installing an earlier version of DBD-mysql got me past the login > screen > - hope this issue won't cause any surprises later on! :-) > > # emerge -p --oneshot =DBD-mysql-3.0002 > > // Steffen > > Thomas Knoezinger wrote: > > >Hello Steffen, > > > >have the same issue. Tested with debian with out this issue. Seems to > >be a gentoo only issue. You can find some email about this issue. I > >have no idea till now. > >Even last comment to try running apache with mpm_worker is not > >solving the issue. > > > >Thanks, > >Thomas > > > >On Thursday 06 April 2006 13:44, Steffen Poulsen wrote: > > > > > >>Thomas Knoezinger wrote: > >> > >> > >>>P.S: Please let me know if you installation of rt is eating a lot > >>>of memory even for prompting login page. > >>> > >>> > >>Seems like it's finally getting to run, after mason was compiled for > >>modperl support :-) > >> > >>But you're right, it only managed to show the login-page once - > >>subsequent requests just puts this in apache error log: > >> > >>Out of memory! > >>Callback called exit. > >> > >>Any ideas? > >> > >>// Steffen, Denmark > >> > >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > > -- Best regards, Ruslan. From jesse at bestpractical.com Fri Apr 21 11:36:47 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 21 Apr 2006 11:36:47 -0400 Subject: [rt-users] Lack of trailing slash causing porblems in IE In-Reply-To: <5ed41c130604201102l5674de49of1f27a568ea19daa@mail.gmail.com> References: <5ed41c130604201102l5674de49of1f27a568ea19daa@mail.gmail.com> Message-ID: <20060421153647.GH24532@bestpractical.com> On Thu, Apr 20, 2006 at 07:02:20PM +0100, Brendan Arnold wrote: > Hi there, > > When submitting form information such as logging in, updating a page > etc. Internet Explorer (6) returns a 'The page cannot be found' error > intermittently. Your scriptalias is wrong. ScriptAlias / /opt/rt/rt3.fsck.com/bin/mason_handler.fcgi/ is what we use. Note the slash after .fcgi From ruslan.zakirov at gmail.com Fri Apr 21 12:12:10 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 21 Apr 2006 20:12:10 +0400 Subject: [rt-users] Lack of trailing slash causing porblems in IE In-Reply-To: <20060421153647.GH24532@bestpractical.com> References: <5ed41c130604201102l5674de49of1f27a568ea19daa@mail.gmail.com> <20060421153647.GH24532@bestpractical.com> Message-ID: <589c94400604210912j40656e1cxf9de8c05a02ac515@mail.gmail.com> On 4/21/06, Jesse Vincent wrote: > > > > On Thu, Apr 20, 2006 at 07:02:20PM +0100, Brendan Arnold wrote: > > Hi there, > > > > When submitting form information such as logging in, updating a page > > etc. Internet Explorer (6) returns a 'The page cannot be found' error > > intermittently. > > Your scriptalias is wrong. > > ScriptAlias / /opt/rt/rt3.fsck.com/bin/mason_handler.fcgi/ > > is what we use. Note the slash after .fcgi I think main problem is that he is using /rt as root with next alias: ScriptAlias /rt /opt/rt/rt3.fsck.com/bin/mason_handler.fcgi First part should contain trailing slash ScriptAlias /rt/ /opt/rt/rt3.fsck.com/bin/mason_handler.fcgi ^^^^^^ I don't think slash is required after "...in/mason_handler.fcgi", but he could try both variants. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From Lutz.Jaenicke at aet.TU-Cottbus.DE Fri Apr 21 12:32:37 2006 From: Lutz.Jaenicke at aet.TU-Cottbus.DE (Lutz Jaenicke) Date: Fri, 21 Apr 2006 18:32:37 +0200 Subject: [rt-users] Installation Problem Message-ID: <20060421163237.GA18446@serv01.aet.tu-cottbus.de> On Fri, Apr 21, 2006 at 05:00:09PM +0400, Ruslan Zakirov wrote: > On 4/21/06, Lutz Jaenicke wrote: > > Hi! > > > > we are trying to install rt-3.4.5 on a FreeBSD system under OpenPKG. > > So far it seems that all dependencies have been satisfied, nevertheless > > connecting to RT fails with > What exactly fails? Does it blow up your monitor? Fortunately not. It fails just like that. I do have an Apache instance running just for RT. Apache starts up fine without problems. As soon as I try to access the first RT page just the one single error message is shown: > > Assert_Defined failed: Cache::BaseCache line 194 > Paste whole errors! No Problem: [Tue Mar 28 20:10:14 2006] [notice] Apache configured -- resuming normal operations [Tue Mar 28 20:10:14 2006] [notice] suEXEC mechanism enabled (wrapper: /v/openssl/sw/sbin/suexec) [Tue Mar 28 20:10:14 2006] [notice] Accept mutex: flock (Default: flock) [Tue Mar 28 20:10:19 2006] [error] Assert_Defined failed: Cache::BaseCache line 194\n Yes, that was all. > > The environment is Apache with mod_perl, Perl version is 5.8.7. > > Any idea what may be causing the problem? > No, unless you provide details. The assertion is thrown inside perl's basics routines, or so it seems. As I however did not find any way to obtain a backtrace I just have the information above. If I would have found more information I probably would have come furrther mysef. The main system (and OpenPKG) adminstrator has installed all of the latest Perl components and guesses that it might be a version incompatibility of some module -- but we did not yet find a clue where to exactly search... Google does not list anything useful, so it does not seem to be a day to day problem usually discussed on mailing lists... Best regards, Lutz -- Lutz Jaenicke Lutz.Jaenicke at aet.TU-Cottbus.DE http://www.aet.TU-Cottbus.DE/personen/jaenicke/ BTU Cottbus, Allgemeine Elektrotechnik Universitaetsplatz 3-4, D-03044 Cottbus From winn_johnston at yahoo.com Fri Apr 21 12:46:41 2006 From: winn_johnston at yahoo.com (Winn Johnston) Date: Fri, 21 Apr 2006 09:46:41 -0700 (PDT) Subject: [rt-users] Ticket Display Customizing In-Reply-To: <7A95FF51FB071E42A3D035F09AE7347D6BF0@MDCEXCH03.lnrproperty.com> Message-ID: <20060421164642.53858.qmail@web52907.mail.yahoo.com> I have just completed upgrading from RT 3.0.1 to RT 3.4.5, My supervisor has asked me to show the priority level sorted from lowest to highest. I also noticed some diffrences on the layout of the main screen. RT 3.0.1 (layout left most part of the screen) 10 highest priority tickets I own... 10 highest priority tickets I requested... 10 longest-neglected high-priority tickets... RT 3.4.5 (layout left most part of the screen) 10 highest priority tickets I own 10 newest unowned tickets Are the "10 highest priority tickets I requested..." and "10 longest-neglected high-priority tickets..." custom templates, or is there a way to configure this from within the program interface it self? Also changing how the sort takes place, again is this a custom mod or am i just missing some configuration tool? Thanks In Advance Winn Johnston --------------------------------- Celebrate Earth Day everyday! Discover 10 things you can do to help slow climate change. Yahoo! Earth Day -------------- next part -------------- An HTML attachment was scrubbed... URL: From lists at akphs.com Fri Apr 21 13:26:44 2006 From: lists at akphs.com (Phil Smith III) Date: Fri, 21 Apr 2006 13:26:44 -0400 Subject: [rt-users] Still having problems with GD and RT 3.6.0pre1 In-Reply-To: <4448E891.1070702@ucrwcu.rwc.uc.edu> Message-ID: <20060421172707.E1F424D832F@diesel.bestpractical.com> I am only an egg: how do I 'rebuild the GD module manually'? ...phsiii -----Original Message----- From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] Sent: Friday, April 21, 2006 10:14 AM To: Phil Smith III Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Still having problems with GD and RT 3.6.0pre1 Go to /home/psmith/.cpan/build and rebuild the GD module manually. It sounds like you recompiled the GD libraries and probably need to recompile the module. Phil Smith III wrote: > Thanks to Jesse's kind advice, I've at least figured out that the reason graphing isn't working is because GD doesn't have PNG support installed. > > But I've managed to get GD happy -- at least, it CLAIMS it's happy, has PNG support -- and graphing still isn't working. > > Weirder, the RT 'make testdeps' says GD is missing still; and if I run 'make fixdeps', I get (snipped, of course): > > GD ...MISSING > Install module GD > Going to read /home/psmith/.cpan/Metadata > Database was generated on Fri, 21 Apr 2006 10:47:17 GMT > GD is up to date (2.32). > > Then 'make fixdeps' says "SOMETHING WAS MISSING!" at the end again. Same results with/without > export set RT_FIX_DEPS_CMD=cpan > before the 'make fixdeps'. > > Any ideas? From ruslan.zakirov at gmail.com Fri Apr 21 14:35:23 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 21 Apr 2006 22:35:23 +0400 Subject: [rt-users] Still having problems with GD and RT 3.6.0pre1 In-Reply-To: <20060421172707.E1F424D832F@diesel.bestpractical.com> References: <4448E891.1070702@ucrwcu.rwc.uc.edu> <20060421172707.E1F424D832F@diesel.bestpractical.com> Message-ID: <589c94400604211135y456948c8sc805463f3036b7f@mail.gmail.com> Run `cpan` shell (or perl -MCPAN -e shell) as root and from shell try next: cpan> install GD if it says it's up to date run cpan> force test GD if all tests are OK then run cpan> force install GD On 4/21/06, Phil Smith III wrote: > I am only an egg: how do I 'rebuild the GD module manually'? > > ...phsiii > > -----Original Message----- > From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] > Sent: Friday, April 21, 2006 10:14 AM > To: Phil Smith III > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Still having problems with GD and RT 3.6.0pre1 > > Go to /home/psmith/.cpan/build and rebuild the GD module manually. It > sounds like you recompiled the GD libraries and probably need to > recompile the module. > > > Phil Smith III wrote: > > Thanks to Jesse's kind advice, I've at least figured out that the reason graphing isn't working is because GD doesn't have PNG support installed. > > > > But I've managed to get GD happy -- at least, it CLAIMS it's happy, has PNG support -- and graphing still isn't working. > > > > Weirder, the RT 'make testdeps' says GD is missing still; and if I run 'make fixdeps', I get (snipped, of course): > > > > GD ...MISSING > > Install module GD > > Going to read /home/psmith/.cpan/Metadata > > Database was generated on Fri, 21 Apr 2006 10:47:17 GMT > > GD is up to date (2.32). > > > > Then 'make fixdeps' says "SOMETHING WAS MISSING!" at the end again. Same results with/without > > export set RT_FIX_DEPS_CMD=cpan > > before the 'make fixdeps'. > > > > Any ideas? > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From lists at akphs.com Fri Apr 21 14:40:54 2006 From: lists at akphs.com (Phil Smith III) Date: Fri, 21 Apr 2006 14:40:54 -0400 Subject: [rt-users] Still having problems with GD and RT 3.6.0pre1 In-Reply-To: <589c94400604211135y456948c8sc805463f3036b7f@mail.gmail.com> Message-ID: <20060421184118.8B7F54D831D@diesel.bestpractical.com> Ah. "install GD" says up-to-date; "force test GD" fails: cpan> force test GD Running test for module GD Running make for L/LD/LDS/GD-2.32.tar.gz WARNING: This key is not certified with a trusted signature! Primary key fingerprint: 2E66 557A B97C 19C7 91AF 8E20 328D A867 450F 89EC Signature for /home/psmith/.cpan/sources/authors/id/L/LD/LDS/CHECKSUMS ok Checksum for /home/psmith/.cpan/sources/authors/id/L/LD/LDS/GD-2.32.tar.gz ok GD-2.32/ GD-2.32/t/ GD-2.32/t/test.out.3.jpeg GD-2.32/t/GD.t GD-2.32/t/tile.jpeg GD-2.32/t/test.out.4.jpeg GD-2.32/t/test.out.5.jpeg GD-2.32/t/test.out.6.jpeg GD-2.32/t/test.out.7.jpeg GD-2.32/t/test.out.8.jpeg GD-2.32/t/test.out.9.jpeg GD-2.32/t/test.out.3.png-1 GD-2.32/t/Polyline.t GD-2.32/t/test.out.4.png-1 GD-2.32/t/test.out.4.png-2 GD-2.32/t/test.out.10.png-1 GD-2.32/t/test.out.10.png-2 GD-2.32/t/test.out.10.png-3 GD-2.32/t/test.out.1.png GD-2.32/t/test.out.2.gif GD-2.32/t/test.out.2.png GD-2.32/t/test.out.3.gif GD-2.32/t/test.out.3.png GD-2.32/t/test.out.4.gif GD-2.32/t/test.out.4.png GD-2.32/t/test.out.5.gif GD-2.32/t/test.out.5.png GD-2.32/t/test.out.6.gif GD-2.32/t/test.out.6.png GD-2.32/t/test.out.7.gif GD-2.32/t/test.out.7.png GD-2.32/t/test.out.8.gif GD-2.32/t/test.out.8.png GD-2.32/t/test.out.9.gif GD-2.32/t/test.out.9.png GD-2.32/t/test.out.5.png-1 GD-2.32/t/Generic.ttf GD-2.32/t/test.out.6.png-1 GD-2.32/t/test.out.7.png-1 GD-2.32/t/frog.jpg GD-2.32/t/frog.xpm GD-2.32/t/test.out.10.jpeg GD-2.32/t/test.out.8.png-1 GD-2.32/t/test.out.8.png-2 GD-2.32/t/test.out.8.png-3 GD-2.32/t/test.out.8.png-4 GD-2.32/t/test.out.8.png-5 GD-2.32/t/test.out.8.png-6 GD-2.32/t/tile.gif GD-2.32/t/tile.png GD-2.32/t/test.out.2.png-1 GD-2.32/t/test.out.9.png-1 GD-2.32/t/test.out.9.png-2 GD-2.32/t/palettemap.png GD-2.32/t/test.out.10.gif GD-2.32/t/test.out.10.png GD-2.32/t/test.out.2.jpeg GD-2.32/GD/ GD-2.32/GD/Polygon.pm GD-2.32/GD/Simple.pm GD-2.32/GD/Image.pm.PLS GD-2.32/GD/Polyline.pm GD-2.32/GD.pm GD-2.32/GD.xs GD-2.32/demos/ GD-2.32/demos/brushes.pl GD-2.32/demos/font_list.png GD-2.32/demos/fonttest GD-2.32/demos/polys.pl GD-2.32/demos/fills.pl GD-2.32/demos/truetype_test GD-2.32/demos/shapes.pl GD-2.32/demos/copies.pl GD-2.32/demos/ttf.pl GD-2.32/demos/gd_example.cgi GD-2.32/demos/tile.png GD-2.32/demos/polyline.pl GD-2.32/demos/transform.pl GD-2.32/qd.pl GD-2.32/README GD-2.32/Makefile.PL GD-2.32/README.QUICKDRAW GD-2.32/META.yml GD-2.32/typemap GD-2.32/bdf_scripts/ GD-2.32/bdf_scripts/README GD-2.32/bdf_scripts/bdf2gdfont.PLS GD-2.32/bdf_scripts/bdftogd GD-2.32/bdf_scripts/bdf2gdfont.pl GD-2.32/README.unix GD-2.32/ChangeLog GD-2.32/MANIFEST Removing previously used /home/psmith/.cpan/build/GD-2.32 Package came without SIGNATURE CPAN.pm: Going to build L/LD/LDS/GD-2.32.tar.gz NOTICE: This module requires libgd 2.0.28 or higher. it will NOT work with earlier versions. If you are getting compile or link errors, then please get and install a new version of libgd from www.boutell.com. Do NOT ask Lincoln for help until you try this. If you are using Math::Trig 1.01 or lower, it has a bug that causes a "prerequisite not found" warning to be issued. You may safely ignore this warning. Type perl Makefile.PL -h for command-line option summary Configuring for libgd version 2.0.33. Included Features: GD_JPEG GD_PNG GD_GIF GD_UNCLOSEDPOLY GD_ANIMGIF GD_FTCIRCLE VERSION_33 GD library used from: /usr/local If you experience compile problems, please check the @INC, @LIBPATH and @LIBS arrays defined in Makefile.PL and manually adjust, if necessary. Checking if your kit is complete... Looks good Writing Makefile for GD /usr/bin/perl "-Iblib/arch" "-Iblib/lib" GD/Image.pm.PLS GD/Image.pm Extracting Image.pm (with variable substitutions) cp GD/Polyline.pm blib/lib/GD/Polyline.pm cp qd.pl blib/lib/qd.pl cp GD/Image.pm blib/lib/GD/Image.pm cp GD.pm blib/lib/GD.pm AutoSplitting blib/lib/GD.pm (blib/lib/auto/GD) cp GD/Simple.pm blib/lib/GD/Simple.pm cp GD/Polygon.pm blib/lib/GD/Polygon.pm /usr/bin/perl /usr/lib/perl5/5.8.5/ExtUtils/xsubpp -typemap /usr/lib/perl5/5.8.5/ExtUtils/typemap -typemap typemap GD.xs > GD.xsc && mv GD.xsc GD.c gcc -c -I/usr/local/include -D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS -DDEBUGGING -fno-strict-aliasing -pipe -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64 -I/usr/include/gdbm -O2 -g -pipe -m32 -march=i386 -mtune=pentium4 -DVERSION=\"2.32\" -DXS_VERSION=\"2.32\" -fPIC "-I/usr/lib/perl5/5.8.5/i386-linux-thread-multi/CORE" -DHAVE_JPEG -DHAVE_FT -DHAVE_GIF -DHAVE_PNG -DHAVE_ANIMGIF -DVERSION_33 -DHAVE_UNCLOSEDPOLY -DHAVE_FTCIRCLE GD.c Running Mkbootstrap for GD () chmod 644 GD.bs rm -f blib/arch/auto/GD/GD.so gcc -shared -L/usr/local/lib GD.o -o blib/arch/auto/GD/GD.so -L/usr/lib -L/usr/local/lib -ljpeg -lpng12 -lz -lm -lgd chmod 755 blib/arch/auto/GD/GD.so cp GD.bs blib/arch/auto/GD/GD.bs chmod 644 blib/arch/auto/GD/GD.bs cp bdf_scripts/bdf2gdfont.pl blib/script/bdf2gdfont.pl /usr/bin/perl "-MExtUtils::MY" -e "MY->fixin(shift)" blib/script/bdf2gdfont.pl Manifying blib/man1/bdf2gdfont.pl.1 Manifying blib/man3/GD::Polyline.3pm Manifying blib/man3/GD::Image.3pm Manifying blib/man3/GD::Simple.3pm Manifying blib/man3/GD.3pm Manifying blib/man3/GD::Polygon.3pm /usr/bin/make -- OK Running make test PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e" "test_harness(0, 'blib/lib', 'blib/arch')" t/*.t t/GD..........Can't load './blib/arch/auto/GD/GD.so' for module GD: /usr/lib/libgd.so.2: undefined symbol: overflow2 at /usr/lib/perl5/5.8.5/i386-linux-thread-multi/DynaLoader.pm line 230. at t/GD.t line 14 Compilation failed in require at t/GD.t line 14. BEGIN failed--compilation aborted at t/GD.t line 14. t/GD..........dubious Test returned status 255 (wstat 65280, 0xff00) DIED. FAILED tests 1-12 Failed 12/12 tests, 0.00% okay t/Polyline....Can't load '/home/psmith/.cpan/build/GD-2.32/blib/arch/auto/GD/GD.so' for module GD: /usr/lib/libgd.so.2: undefined symbol: overflow2 at /usr/lib/perl5/5.8.5/i386-linux-thread-multi/DynaLoader.pm line 230. at /home/psmith/.cpan/build/GD-2.32/blib/lib/GD/Polyline.pm line 45 Compilation failed in require at /home/psmith/.cpan/build/GD-2.32/blib/lib/GD/Polyline.pm line 45. BEGIN failed--compilation aborted at /home/psmith/.cpan/build/GD-2.32/blib/lib/GD/Polyline.pm line 45. Compilation failed in require at t/Polyline.t line 10. BEGIN failed--compilation aborted at t/Polyline.t line 10. t/Polyline....dubious Test returned status 255 (wstat 65280, 0xff00) DIED. FAILED test 1 Failed 1/1 tests, 0.00% okay Failed Test Stat Wstat Total Fail Failed List of Failed ------------------------------------------------------------------------------- t/GD.t 255 65280 12 23 191.67% 1-12 t/Polyline.t 255 65280 1 2 200.00% 1 Failed 2/2 test scripts, 0.00% okay. 13/13 subtests failed, 0.00% okay. make: *** [test_dynamic] Error 255 /usr/bin/make test -- NOT OK Failed during this command: LDS/GD-2.32.tar.gz : make_test NO -----Original Message----- From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] Sent: Friday, April 21, 2006 2:35 PM To: Phil Smith III Cc: Drew Barnes; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Still having problems with GD and RT 3.6.0pre1 Run `cpan` shell (or perl -MCPAN -e shell) as root and from shell try next: cpan> install GD if it says it's up to date run cpan> force test GD if all tests are OK then run cpan> force install GD On 4/21/06, Phil Smith III wrote: > I am only an egg: how do I 'rebuild the GD module manually'? > > ...phsiii > > -----Original Message----- > From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] > Sent: Friday, April 21, 2006 10:14 AM > To: Phil Smith III > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Still having problems with GD and RT 3.6.0pre1 > > Go to /home/psmith/.cpan/build and rebuild the GD module manually. It > sounds like you recompiled the GD libraries and probably need to > recompile the module. > > > Phil Smith III wrote: > > Thanks to Jesse's kind advice, I've at least figured out that the reason graphing isn't working is because GD doesn't have PNG support installed. > > > > But I've managed to get GD happy -- at least, it CLAIMS it's happy, has PNG support -- and graphing still isn't working. > > > > Weirder, the RT 'make testdeps' says GD is missing still; and if I run 'make fixdeps', I get (snipped, of course): > > > > GD ...MISSING > > Install module GD > > Going to read /home/psmith/.cpan/Metadata > > Database was generated on Fri, 21 Apr 2006 10:47:17 GMT > > GD is up to date (2.32). > > > > Then 'make fixdeps' says "SOMETHING WAS MISSING!" at the end again. Same results with/without > > export set RT_FIX_DEPS_CMD=cpan > > before the 'make fixdeps'. > > > > Any ideas? > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From winn_johnston at yahoo.com Fri Apr 21 14:51:57 2006 From: winn_johnston at yahoo.com (Winn Johnston) Date: Fri, 21 Apr 2006 11:51:57 -0700 (PDT) Subject: [rt-users] Ticket Display Customizing In-Reply-To: <20060421164642.53858.qmail@web52907.mail.yahoo.com> Message-ID: <20060421185157.65277.qmail@web52914.mail.yahoo.com> I have found the custom files on old RT 3.0.1 they are located in /local/html/Elements. I tried just copying the files to the new 3.4.5 local/html/Elements directory, however that directory does not exist. So i created it, but i can't figure out how to activate them. Any ideas would be appreciated. Thanks winn johnston Winn Johnston wrote: I have just completed upgrading from RT 3.0.1 to RT 3.4.5, My supervisor has asked me to show the priority level sorted from lowest to highest. I also noticed some diffrences on the layout of the main screen. RT 3.0.1 (layout left most part of the screen) 10 highest priority tickets I own... 10 highest priority tickets I requested... 10 longest-neglected high-priority tickets... RT 3.4.5 (layout left most part of the screen) 10 highest priority tickets I own 10 newest unowned tickets Are the "10 highest priority tickets I requested..." and "10 longest-neglected high-priority tickets..." custom templates, or is there a way to configure this from within the program interface it self? Also changing how the sort takes place, again is this a custom mod or am i just missing some configuration tool? Thanks In Advance Winn Johnston --------------------------------- Celebrate Earth Day everyday! Discover 10 things you can do to help slow climate change. Yahoo! Earth Day -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnesaw at ucrwcu.rwc.uc.edu Fri Apr 21 15:00:06 2006 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 21 Apr 2006 15:00:06 -0400 Subject: [rt-users] Still having problems with GD and RT 3.6.0pre1 In-Reply-To: <20060421184109.CDF3118129@ucrwcu.rwc.uc.edu> References: <20060421184109.CDF3118129@ucrwcu.rwc.uc.edu> Message-ID: <44492BB6.10307@ucrwcu.rwc.uc.edu> Try this: cd to /home/psmith/.cpan/build/GD-2.32 perl Makefile.pl make make test make install Phil Smith III wrote: > Ah. "install GD" says up-to-date; "force test GD" fails: > > cpan> force test GD > Running test for module GD > Running make for L/LD/LDS/GD-2.32.tar.gz > WARNING: This key is not certified with a trusted signature! > Primary key fingerprint: 2E66 557A B97C 19C7 91AF 8E20 328D A867 450F 89EC > Signature for /home/psmith/.cpan/sources/authors/id/L/LD/LDS/CHECKSUMS ok > Checksum for /home/psmith/.cpan/sources/authors/id/L/LD/LDS/GD-2.32.tar.gz ok > GD-2.32/ > GD-2.32/t/ > GD-2.32/t/test.out.3.jpeg > GD-2.32/t/GD.t > GD-2.32/t/tile.jpeg > GD-2.32/t/test.out.4.jpeg > GD-2.32/t/test.out.5.jpeg > GD-2.32/t/test.out.6.jpeg > GD-2.32/t/test.out.7.jpeg > GD-2.32/t/test.out.8.jpeg > GD-2.32/t/test.out.9.jpeg > GD-2.32/t/test.out.3.png-1 > GD-2.32/t/Polyline.t > GD-2.32/t/test.out.4.png-1 > GD-2.32/t/test.out.4.png-2 > GD-2.32/t/test.out.10.png-1 > GD-2.32/t/test.out.10.png-2 > GD-2.32/t/test.out.10.png-3 > GD-2.32/t/test.out.1.png > GD-2.32/t/test.out.2.gif > GD-2.32/t/test.out.2.png > GD-2.32/t/test.out.3.gif > GD-2.32/t/test.out.3.png > GD-2.32/t/test.out.4.gif > GD-2.32/t/test.out.4.png > GD-2.32/t/test.out.5.gif > GD-2.32/t/test.out.5.png > GD-2.32/t/test.out.6.gif > GD-2.32/t/test.out.6.png > GD-2.32/t/test.out.7.gif > GD-2.32/t/test.out.7.png > GD-2.32/t/test.out.8.gif > GD-2.32/t/test.out.8.png > GD-2.32/t/test.out.9.gif > GD-2.32/t/test.out.9.png > GD-2.32/t/test.out.5.png-1 > GD-2.32/t/Generic.ttf > GD-2.32/t/test.out.6.png-1 > GD-2.32/t/test.out.7.png-1 > GD-2.32/t/frog.jpg > GD-2.32/t/frog.xpm > GD-2.32/t/test.out.10.jpeg > GD-2.32/t/test.out.8.png-1 > GD-2.32/t/test.out.8.png-2 > GD-2.32/t/test.out.8.png-3 > GD-2.32/t/test.out.8.png-4 > GD-2.32/t/test.out.8.png-5 > GD-2.32/t/test.out.8.png-6 > GD-2.32/t/tile.gif > GD-2.32/t/tile.png > GD-2.32/t/test.out.2.png-1 > GD-2.32/t/test.out.9.png-1 > GD-2.32/t/test.out.9.png-2 > GD-2.32/t/palettemap.png > GD-2.32/t/test.out.10.gif > GD-2.32/t/test.out.10.png > GD-2.32/t/test.out.2.jpeg > GD-2.32/GD/ > GD-2.32/GD/Polygon.pm > GD-2.32/GD/Simple.pm > GD-2.32/GD/Image.pm.PLS > GD-2.32/GD/Polyline.pm > GD-2.32/GD.pm > GD-2.32/GD.xs > GD-2.32/demos/ > GD-2.32/demos/brushes.pl > GD-2.32/demos/font_list.png > GD-2.32/demos/fonttest > GD-2.32/demos/polys.pl > GD-2.32/demos/fills.pl > GD-2.32/demos/truetype_test > GD-2.32/demos/shapes.pl > GD-2.32/demos/copies.pl > GD-2.32/demos/ttf.pl > GD-2.32/demos/gd_example.cgi > GD-2.32/demos/tile.png > GD-2.32/demos/polyline.pl > GD-2.32/demos/transform.pl > GD-2.32/qd.pl > GD-2.32/README > GD-2.32/Makefile.PL > GD-2.32/README.QUICKDRAW > GD-2.32/META.yml > GD-2.32/typemap > GD-2.32/bdf_scripts/ > GD-2.32/bdf_scripts/README > GD-2.32/bdf_scripts/bdf2gdfont.PLS > GD-2.32/bdf_scripts/bdftogd > GD-2.32/bdf_scripts/bdf2gdfont.pl > GD-2.32/README.unix > GD-2.32/ChangeLog > GD-2.32/MANIFEST > Removing previously used /home/psmith/.cpan/build/GD-2.32 > Package came without SIGNATURE > > > CPAN.pm: Going to build L/LD/LDS/GD-2.32.tar.gz > > NOTICE: This module requires libgd 2.0.28 or higher. > it will NOT work with earlier versions. If you are getting > compile or link errors, then please get and install a new > version of libgd from www.boutell.com. Do NOT ask Lincoln > for help until you try this. > > If you are using Math::Trig 1.01 or lower, it has a bug that > causes a "prerequisite not found" warning to be issued. You may > safely ignore this warning. > > Type perl Makefile.PL -h for command-line option summary > > Configuring for libgd version 2.0.33. > Included Features: GD_JPEG GD_PNG GD_GIF GD_UNCLOSEDPOLY GD_ANIMGIF GD_FTCIRCLE VERSION_33 > GD library used from: /usr/local > > If you experience compile problems, please check the @INC, @LIBPATH and @LIBS > arrays defined in Makefile.PL and manually adjust, if necessary. > > Checking if your kit is complete... > Looks good > Writing Makefile for GD > /usr/bin/perl "-Iblib/arch" "-Iblib/lib" GD/Image.pm.PLS GD/Image.pm > Extracting Image.pm (with variable substitutions) > cp GD/Polyline.pm blib/lib/GD/Polyline.pm > cp qd.pl blib/lib/qd.pl > cp GD/Image.pm blib/lib/GD/Image.pm > cp GD.pm blib/lib/GD.pm > AutoSplitting blib/lib/GD.pm (blib/lib/auto/GD) > cp GD/Simple.pm blib/lib/GD/Simple.pm > cp GD/Polygon.pm blib/lib/GD/Polygon.pm > /usr/bin/perl /usr/lib/perl5/5.8.5/ExtUtils/xsubpp -typemap /usr/lib/perl5/5.8.5/ExtUtils/typemap -typemap typemap GD.xs > GD.xsc && mv GD.xsc GD.c > gcc -c -I/usr/local/include -D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS -DDEBUGGING -fno-strict-aliasing -pipe -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64 -I/usr/include/gdbm -O2 -g -pipe -m32 -march=i386 -mtune=pentium4 -DVERSION=\"2.32\" -DXS_VERSION=\"2.32\" -fPIC "-I/usr/lib/perl5/5.8.5/i386-linux-thread-multi/CORE" -DHAVE_JPEG -DHAVE_FT -DHAVE_GIF -DHAVE_PNG -DHAVE_ANIMGIF -DVERSION_33 -DHAVE_UNCLOSEDPOLY -DHAVE_FTCIRCLE GD.c > Running Mkbootstrap for GD () > chmod 644 GD.bs > rm -f blib/arch/auto/GD/GD.so > gcc -shared -L/usr/local/lib GD.o -o blib/arch/auto/GD/GD.so -L/usr/lib -L/usr/local/lib -ljpeg -lpng12 -lz -lm -lgd > chmod 755 blib/arch/auto/GD/GD.so > cp GD.bs blib/arch/auto/GD/GD.bs > chmod 644 blib/arch/auto/GD/GD.bs > cp bdf_scripts/bdf2gdfont.pl blib/script/bdf2gdfont.pl > /usr/bin/perl "-MExtUtils::MY" -e "MY->fixin(shift)" blib/script/bdf2gdfont.pl > Manifying blib/man1/bdf2gdfont.pl.1 > Manifying blib/man3/GD::Polyline.3pm > Manifying blib/man3/GD::Image.3pm > Manifying blib/man3/GD::Simple.3pm > Manifying blib/man3/GD.3pm > Manifying blib/man3/GD::Polygon.3pm > /usr/bin/make -- OK > Running make test > PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e" "test_harness(0, 'blib/lib', 'blib/arch')" t/*.t > t/GD..........Can't load './blib/arch/auto/GD/GD.so' for module GD: /usr/lib/libgd.so.2: undefined symbol: overflow2 at /usr/lib/perl5/5.8.5/i386-linux-thread-multi/DynaLoader.pm line 230. > at t/GD.t line 14 > Compilation failed in require at t/GD.t line 14. > BEGIN failed--compilation aborted at t/GD.t line 14. > t/GD..........dubious > Test returned status 255 (wstat 65280, 0xff00) > DIED. FAILED tests 1-12 > Failed 12/12 tests, 0.00% okay > t/Polyline....Can't load '/home/psmith/.cpan/build/GD-2.32/blib/arch/auto/GD/GD.so' for module GD: /usr/lib/libgd.so.2: undefined symbol: overflow2 at /usr/lib/perl5/5.8.5/i386-linux-thread-multi/DynaLoader.pm line 230. > at /home/psmith/.cpan/build/GD-2.32/blib/lib/GD/Polyline.pm line 45 > Compilation failed in require at /home/psmith/.cpan/build/GD-2.32/blib/lib/GD/Polyline.pm line 45. > BEGIN failed--compilation aborted at /home/psmith/.cpan/build/GD-2.32/blib/lib/GD/Polyline.pm line 45. > Compilation failed in require at t/Polyline.t line 10. > BEGIN failed--compilation aborted at t/Polyline.t line 10. > t/Polyline....dubious > Test returned status 255 (wstat 65280, 0xff00) > DIED. FAILED test 1 > Failed 1/1 tests, 0.00% okay > Failed Test Stat Wstat Total Fail Failed List of Failed > ------------------------------------------------------------------------------- > t/GD.t 255 65280 12 23 191.67% 1-12 > t/Polyline.t 255 65280 1 2 200.00% 1 > Failed 2/2 test scripts, 0.00% okay. 13/13 subtests failed, 0.00% okay. > make: *** [test_dynamic] Error 255 > /usr/bin/make test -- NOT OK > Failed during this command: > LDS/GD-2.32.tar.gz : make_test NO > > -----Original Message----- > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > Sent: Friday, April 21, 2006 2:35 PM > To: Phil Smith III > Cc: Drew Barnes; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Still having problems with GD and RT 3.6.0pre1 > > Run `cpan` shell (or perl -MCPAN -e shell) as root and from shell try next: > cpan> install GD > if it says it's up to date run > cpan> force test GD > if all tests are OK then run > cpan> force install GD > > > On 4/21/06, Phil Smith III wrote: > >> I am only an egg: how do I 'rebuild the GD module manually'? >> >> ...phsiii >> >> -----Original Message----- >> From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] >> Sent: Friday, April 21, 2006 10:14 AM >> To: Phil Smith III >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Still having problems with GD and RT 3.6.0pre1 >> >> Go to /home/psmith/.cpan/build and rebuild the GD module manually. It >> sounds like you recompiled the GD libraries and probably need to >> recompile the module. >> >> >> Phil Smith III wrote: >> >>> Thanks to Jesse's kind advice, I've at least figured out that the reason graphing isn't working is because GD doesn't have PNG support installed. >>> >>> But I've managed to get GD happy -- at least, it CLAIMS it's happy, has PNG support -- and graphing still isn't working. >>> >>> Weirder, the RT 'make testdeps' says GD is missing still; and if I run 'make fixdeps', I get (snipped, of course): >>> >>> GD ...MISSING >>> Install module GD >>> Going to read /home/psmith/.cpan/Metadata >>> Database was generated on Fri, 21 Apr 2006 10:47:17 GMT >>> GD is up to date (2.32). >>> >>> Then 'make fixdeps' says "SOMETHING WAS MISSING!" at the end again. Same results with/without >>> export set RT_FIX_DEPS_CMD=cpan >>> before the 'make fixdeps'. >>> >>> Any ideas? >>> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html >> >> > > > -- > Best regards, Ruslan. > > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From heather at pcg.wustl.edu Fri Apr 21 15:06:53 2006 From: heather at pcg.wustl.edu (Heather Drury) Date: Fri, 21 Apr 2006 14:06:53 -0500 Subject: [rt-users] unknown mailer error 2 when sending mail to rt-mailgate program In-Reply-To: <444830F6.3010901@pcg.wustl.edu> References: <444830F6.3010901@pcg.wustl.edu> Message-ID: <44492D4D.6020808@pcg.wustl.edu> Does anyone have *any* debugging ideas on why I continue to see a "unknown mailer error 2" when attempting to mail to rt-mailgate via sendmail? any suggestions *greatly* appreciated. heather Heather Drury wrote: > Hi, > > I have rt3+mod_perl2+mysql and everything is running except when I try > to email the alias for the queue...Here is my /etc/mail/aliases > > pcg-support:"|/opt/rt345/bin/rt-mailgate --queue pcg-support --debug > --action correspond --url http://xxx" > pcg-support-comment: "|/opt/rt345/bin/rt-mailgate --queue pcg-support > --debug --action comment --url http://xxx" > > I have tested rt-mailgate manually and it works fine and adds a ticket > to the queue: > > cat msg.txt | /etc/smrsh/rt-mailgate --queue pcg-support --action > correspond --url http://xxx > > > However, when I try to use senmail to create a ticket I get this in my > log: > > Apr 20 19:01:54 pcglinux sendmail[11476]: k3L01qFs011476: > to=pcg-support at xxx, ctladdr=root (0/0), delay=00:00:02, > xdelay=00:00:02, mailer=relay, pri=30050, relay=xxx. [127.0.0.1], > dsn=2.0.0, stat=Sent (k3L01s0Q011477 Message accepted for delivery) > Apr 20 19:01:54 pcglinux sendmail[11478]: k3L01s0Q011477: > to="|/opt/rt345/bin/rt-mailgate --queue pcg-support --debug --action > correspond --url http://xxx", ctladdr= (2/0), > delay=00:00:00, xdelay=00:00:00, mailer=prog, pri=30577, dsn=5.3.0, > stat=unknown mailer error 2 > Apr 20 19:01:54 pcglinux sendmail[11478]: k3L01s0Q011477: > k3L01s0Q011478: DSN: unknown mailer error 2 > > I do not have a clue as to how to go about debugging this.but I > believe it has to do with sendmail not being able to run a program > (rt-mailgate) because of (perhaps) a permission problem? > > Any help/suggestions appreciated. > > thx, heather > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > > > From mnichols at wayport.net Fri Apr 21 15:21:44 2006 From: mnichols at wayport.net (Matt Nichols) Date: Fri, 21 Apr 2006 14:21:44 -0500 Subject: [rt-users] LDAP Summary and supported implementations Message-ID: <52AD365BD79BA048B359E3F4411D45150D849295@exchange01.wayad.corp.wayport.net> Jim, I now have your overlay working to auth and lookup/autocreate users against AD now. I have a couple of questions: 1) It appears that the only way to have an account auto created is if a user sends an email to rt at rt.site.com (which opens a ticket in the general/default queue). While I think auto account creation on web login would be better this will still work fine. Is there a way around a ticket being created for the first email a user sends? I'd rather a user get an email saying their account has been created rather than a ticket opening up just to have an account created. (This will require people to go find and kill those dubious tickets). 2) When a new user sends an email to RT right now, their account is created with the email address from ad/ldap. Is there a way to have the overlay create the account with just the user, rather than user at host.com? Thanks for your work on this overlay. -Matt -----Original Message----- From: sciocco at gmail.com [mailto:sciocco at gmail.com] On Behalf Of Jim Meyer Sent: Thursday, April 20, 2006 11:31 PM To: Matt Nichols Cc: RT Users Mailing List Subject: Re: [rt-users] LDAP Summary and supported implementations Hello! On 4/20/06, Matt Nichols wrote: > I understand that you use OpenLDAP yourself, but have you heard from > anyone that managed to get your LDAP implementation working with Active > Directory? Jim or anyone else on the list, could I see some example > LdapSiteConfigSettings specifically for AD? I do have notes in the install instructions of the LDAP page which specify that, for Windows Active Directory, you must map the "Name" attribute to "sAMAccountName". In order to draw more attention to that, though, I've added a wiki page to further explain how to set $RT::LdapAttrMap properly: http://wiki.bestpractical.com/?LdapAttrMap Please let me know if that doesn't help enough; also, please feel free to extend the Active Directory chunk of that page as I don't know the first thing about it other than it seems to generate a lot of questions here lately. ;] Cheers! --j -- Jim Meyer, Geek at Large purp at acm.org From eric.valor at daimlerchrysler.com Fri Apr 21 15:32:08 2006 From: eric.valor at daimlerchrysler.com (eric.valor at daimlerchrysler.com) Date: Fri, 21 Apr 2006 12:32:08 -0700 Subject: [rt-users] LDAP Summary and supported implementations Message-ID: I've updated the Wiki with settings which should work with an Active Directory server. If they don't work for somebody, please let me know. The output of "ldapsearch" against your ADS would be helpful in that case. -- Eric N. Valor Sr. Systems Administrator DaimlerChrysler Research & Technology North America, Inc. eric.valor at daimlerchrysler.com 1510 Page Mill Road, Palo Alto, CA 94304 CIMS 931-00-00 650-845-2536 : This Space Intentionally Left Blank : -------------- next part -------------- An HTML attachment was scrubbed... URL: From rangarajan.radhakrishnan at bms.com Fri Apr 21 17:41:21 2006 From: rangarajan.radhakrishnan at bms.com (Rangarajan Radhakrishnan) Date: Fri, 21 Apr 2006 17:41:21 -0400 Subject: [rt-users] Custom field search on RT 3.6.0pre0 Message-ID: <44495181.6070501@bms.com> I have read a few posts on this and I am not sure those posts apply in this case. I am dealing with RT 3.6.0pre0 under Oracle 10g: When doing searches, I have this in the Current search area: Queue = '/queuename/' AND 'CF.{/customfieldname/}' = '/Customvalue/' Where customfield expects a single value (a string). On clicking add and search the query returns no rows, even though there are rows satisfying the criteria. Additional info: (1) The customfield is queue specific (2) I have already tried adding search criteria using GUI which adds 'CF.{/customfieldname/}' = '/Customvalue/' (3) I have also tried things (using Advanced) such as: (a) 'CF.{/queuename/./customfieldname/}' = '/Customvalue/' (b) 'CF.{/queuename/}.{/customfieldname/}' = '/Customvalue/' I am in trying to get access to V$ views so that I can see what is getting executed on the oracle side. am I missing something very simple? Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From jcolson at voidgate.org Fri Apr 21 19:44:08 2006 From: jcolson at voidgate.org (Joshua Colson) Date: Fri, 21 Apr 2006 16:44:08 -0700 Subject: [rt-users] Mason attempting to parse image files Message-ID: <1145663048.6921.39.camel@s60r.ination.com> I'm running rt 3.6.0pre1 using sqlite and standalone_httpd in a test environment. I'm trying to update the logo by following the instructions at http://wiki.bestpractical.com/index.cgi?ChangeLogo which works but the image that I'm attempting to use is unable to load in the WebUI. It seems that the standalone_httpd is allowing Mason to process the image file(s) in /NoAuth/images/ and the image that I want to use has the string '<%' or '<&' in it somewhere. I've looked on the Mason website and found instructions for preventing Mason from attempting to parse image files but they are specific to using Apache. Is there a way to do the same with the standalone_httpd? Thanks -- Joshua Colson From jesse at bestpractical.com Fri Apr 21 19:50:04 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 21 Apr 2006 19:50:04 -0400 Subject: [rt-users] Mason attempting to parse image files In-Reply-To: <1145663048.6921.39.camel@s60r.ination.com> References: <1145663048.6921.39.camel@s60r.ination.com> Message-ID: <20060421235004.GQ24532@bestpractical.com> On Fri, Apr 21, 2006 at 04:44:08PM -0700, Joshua Colson wrote: > I'm running rt 3.6.0pre1 using sqlite and standalone_httpd in a test > environment. > > I'm trying to update the logo by following the instructions at > http://wiki.bestpractical.com/index.cgi?ChangeLogo which works but the > image that I'm attempting to use is unable to load in the WebUI. > It seems that the standalone_httpd is allowing Mason to process the > image file(s) in /NoAuth/images/ and the image that I want to use has > the string '<%' or '<&' in it somewhere. I've looked on the Mason > website and found instructions for preventing Mason from attempting to > parse image files but they are specific to using Apache. Is there a way > to do the same with the standalone_httpd? Isn't there an autohanler in that directory that does this for you? > Thanks > > -- > Joshua Colson > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- From pkime at Shopzilla.com Sat Apr 22 00:25:29 2006 From: pkime at Shopzilla.com (Philip Kime) Date: Fri, 21 Apr 2006 21:25:29 -0700 Subject: [rt-users] SOLVED: temp directories and File::Temp problem Message-ID: <58B1112F0EEB7349AE14A0AA46F9CEC00137AAF7@szexchange.Shopzilla.inc> Just for the record. I had the following problem: I noticed that there were lots of temporary directories filling up /tmp with random names on my RT 3.4.5 system. Names like those used by File::Temp. Also lots of errors in syslog and apache error logs about not being able to delete these directories because they weren't empty. These directories are temporary disk storage for incoming emails into RT. I eventually traced the problem to the readdir() function in File::Path which was returning the right number of entries for the files in these directories but with the empty string as their name. So the unlink's were failing and the subsequent rmdir() was failing because the files in the dirs were still there. A related problem was that the RT OnlineDocs module doesn't work - the index of modules isn't built. I didn't realise that they were the same problem at first. Well, it's a known problem - this from the mod_perl troubleshooting guide: ---- If readdir() either fails with an exception, or in the list context it returns the correct number of items but each item as an empty string, you have a binary compatibility between mod_perl and Perl problem. Most likely the two have been built against different glibc versions, which have incompatible struct dirent. To solve this problem rebuild mod_perl and Perl against the same glibc version or get new binary packages built against the same glibc version. ---- This was my problem. It was horrible. Even the latest Activestate binary Perl release is linked against the ancient glibc 2.1.3 wheras I built mod_perl2 with glibc 2.3.4. I had to rebuild Perl from scratch, including all of the RT required modules. Thank heavens for the CPAN module. So, if you see odd readdir() behaviour that you can't reproduce by just running the code in perl (this works - it's when it's run under mod_perl that there is a problem), it's almost certainly this. PK -- Philip Kime NOPS Systems Architect 310 401 0407 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jcolson at voidgate.org Sat Apr 22 00:46:21 2006 From: jcolson at voidgate.org (Joshua Colson) Date: Fri, 21 Apr 2006 21:46:21 -0700 Subject: [rt-users] (SOLVED) Mason attempting to parse image files In-Reply-To: <20060421235004.GQ24532@bestpractical.com> References: <1145663048.6921.39.camel@s60r.ination.com> <20060421235004.GQ24532@bestpractical.com> Message-ID: <1145681181.1563.3.camel@red-dwarf.voidgate.org> On Fri, 2006-04-21 at 19:50 -0400, Jesse Vincent wrote: > > > On Fri, Apr 21, 2006 at 04:44:08PM -0700, Joshua Colson wrote: > > I'm running rt 3.6.0pre1 using sqlite and standalone_httpd in a test > > environment. > > > > I'm trying to update the logo by following the instructions at > > http://wiki.bestpractical.com/index.cgi?ChangeLogo which works but the > > image that I'm attempting to use is unable to load in the WebUI. > > It seems that the standalone_httpd is allowing Mason to process the > > image file(s) in /NoAuth/images/ and the image that I want to use has > > the string '<%' or '<&' in it somewhere. I've looked on the Mason > > website and found instructions for preventing Mason from attempting to > > parse image files but they are specific to using Apache. Is there a way > > to do the same with the standalone_httpd? > > Isn't there an autohanler in that directory that does this for you? > In fact, there is. I'm shooting for the award for most stupid human mistakes on a mailing list in a week. }8-/ I was adding the content into local/html/NoAuth/images but I didn't copy over the autohandler. Thanks Jesse. -- Joshua Colson VoidGate InterNetworks From rt3 at acerhomes.com Sat Apr 22 01:17:00 2006 From: rt3 at acerhomes.com (rt3 at acerhomes.com) Date: Sat, 22 Apr 2006 13:17:00 +0800 (PHT) Subject: [rt-users] After upgrading from 3.0.5 to 3.4.5, approval list is not working In-Reply-To: <589c94400604210601t580ad7cbw88f352e859335017@mail.gmail.com> References: <2205.177.177.177.65.1145592812.squirrel@177.177.177.101> <589c94400604210601t580ad7cbw88f352e859335017@mail.gmail.com> Message-ID: <1277.177.177.177.65.1145683020.squirrel@177.177.177.101> Hi ruslan, nothing is logged on rt.log > Is there something in the debug logs when you open Approvals page? > > On 4/21/06, rt3 at acerhomes.com wrote: >> It seems everything works fine already except my approval list displays >> nothing. I already verified my setup with >> http://wiki.bestpractical.com/index.cgi?ApprovalCreation >> >> My new RT system can successfully create approval ticket. Even I can >> individually resolve this ticket to make the original request ticket tag >> as approved. >> >> My problem is when click the Approval link, nothing is display there >> even >> I choose pending, approved, denied. Did I missed something when I >> upgrade. >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> We're hiring! Come hack Perl for Best Practical: >> http://bestpractical.com/about/jobs.html >> > > > -- > Best regards, Ruslan. > From lvanderf at internode.com.au Sun Apr 23 18:57:00 2006 From: lvanderf at internode.com.au (Luke Vanderfluit) Date: Mon, 24 Apr 2006 08:27:00 +0930 Subject: [rt-users] unknown mailer error 2 when sending mail to rt-mailgate program In-Reply-To: <44492D4D.6020808@pcg.wustl.edu> References: <444830F6.3010901@pcg.wustl.edu> <44492D4D.6020808@pcg.wustl.edu> Message-ID: <444C063C.2060208@internode.com.au> Hi Heather. Heather Drury wrote: > Does anyone have *any* debugging ideas on why I continue to see a > "unknown mailer error 2" when attempting to mail to rt-mailgate via > sendmail? > > any suggestions *greatly* appreciated. > > heather > > Heather Drury wrote: > >> Hi, >> >> I have rt3+mod_perl2+mysql and everything is running except when I >> try to email the alias for the queue...Here is my /etc/mail/aliases >> >> pcg-support:"|/opt/rt345/bin/rt-mailgate --queue pcg-support --debug >> --action correspond --url http://xxx" >> pcg-support-comment: "|/opt/rt345/bin/rt-mailgate --queue pcg-support >> --debug --action comment --url http://xxx" >> >> I have tested rt-mailgate manually and it works fine and adds a >> ticket to the queue: >> >> cat msg.txt | /etc/smrsh/rt-mailgate --queue pcg-support --action >> correspond --url http://xxx >> >> >> However, when I try to use senmail to create a ticket I get this in >> my log: >> >> Apr 20 19:01:54 pcglinux sendmail[11476]: k3L01qFs011476: >> to=pcg-support at xxx, ctladdr=root (0/0), delay=00:00:02, >> xdelay=00:00:02, mailer=relay, pri=30050, relay=xxx. [127.0.0.1], >> dsn=2.0.0, stat=Sent (k3L01s0Q011477 Message accepted for delivery) >> Apr 20 19:01:54 pcglinux sendmail[11478]: k3L01s0Q011477: >> to="|/opt/rt345/bin/rt-mailgate --queue pcg-support --debug --action >> correspond --url http://xxx", ctladdr= (2/0), >> delay=00:00:00, xdelay=00:00:00, mailer=prog, pri=30577, dsn=5.3.0, >> stat=unknown mailer error 2 >> Apr 20 19:01:54 pcglinux sendmail[11478]: k3L01s0Q011477: >> k3L01s0Q011478: DSN: unknown mailer error 2 >> It looks like your first email is ok, but your second is failing. If you look at the 'to' field in the log for the second email you'll see that it's trying to send to the rt-mailgate command. That won't work! I think maybe the space after the colon. so instead of pcg-support-comment:"| pcg-support-comment: "| HTH. Kind regards. Luke. >> I do not have a clue as to how to go about debugging this.but I >> believe it has to do with sendmail not being able to run a program >> (rt-mailgate) because of (perhaps) a permission problem? >> >> Any help/suggestions appreciated. >> >> thx, heather >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> We're hiring! Come hack Perl for Best Practical: >> http://bestpractical.com/about/jobs.html >> >> >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html -- Luke From rt3 at acerhomes.com Sun Apr 23 23:06:12 2006 From: rt3 at acerhomes.com (rt3 at acerhomes.com) Date: Mon, 24 Apr 2006 11:06:12 +0800 (PHT) Subject: [rt-users] Moving to a new server and upgrading from 3.0.5 to 3.4.5 In-Reply-To: <20060422231410.89796.qmail@web52904.mail.yahoo.com> References: <4261.203.87.145.65.1145420736.squirrel@mail.acerhomes.com> <20060422231410.89796.qmail@web52904.mail.yahoo.com> Message-ID: <1518.177.177.177.65.1145847972.squirrel@177.177.177.101> You're right, Winn. I can't run simultenously 3.0.5 and 3.4.5 using the same database. I just reset the root password to go back to 3.0.5. On my new system, upgrading the database solved #1 and upgrading the DBIx::Searchbuilder solved my problem #2,3. Right now, my problem is still on Approval link. Even I select pending, approved, denied, etc, nothing is displayed. This works on 3.0.5. On 3.4.5, the approval ticket creation is working fine. But I still need the My approval so that I can approve or denied in multiples instead of going to individual ticket approving it by resolving the approval ticket. > I can only help with > "4. i can no longer log-in from old RT 3.0.5" > The new RT system uses a MD5 HEX encryption method. Once a user log's > into the new system the passwords are changed from the old MD5 Base 64. > If this is the case, i posted a script that will change all the > passwords to MD5 HEX. It doesn't effect RT 3.4.5 becuase it can read > eaither hex or base64, but the old RT can only read the base64. We use > mod_auth_mysql and had to recompile it with the " > -Dmysqlpwauth=md5 option, and it reads the HEX format just not the > base64 anymore. > > Hope this helps if it does please repost it to the board so other can > benifit. > > thanks > winn johnston > > > rt3 at acerhomes.com wrote: > hello guys, > > I already spent some days already doing this. > My new system is running at Fedora 5 distro. and using the latest > Postgresql and Apache with mod_perl. > > My old system is running at Redhat 9, Postgres 7.3.2, Apache 2.0.40 with > fastcgi installed. > > What i did first, i successfully installed RT 3.4.5 in new system but I > tried first to connect to old postgres from old system so that I can still > retrieve our existing data. Here are some initial issues I found. > > 1. ticket details are displayed except the issue messages itself > 2. internal error when I created a new ticket. > 3. can't take ownership of one ticket > > > I tried to compare the new data structures with old one and changed > accordingly but still not working. > > Hopefully, you can give some lights on what should I do. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > > > > --------------------------------- > Blab-away for as little as 1?/min. Make PC-to-Phone Calls using Yahoo! > Messenger with Voice. From mike at tekniq.org Mon Apr 24 05:29:17 2006 From: mike at tekniq.org (Michael Shanks) Date: Mon, 24 Apr 2006 10:29:17 +0100 Subject: [rt-users] Update custom fields via the command line Message-ID: <000801c66781$8f2f9460$0a02a8c0@PCMichael> Is it possible to update the custom fields associated to users via the command line? Mike From Joerg.Ungermann at web.de Mon Apr 24 07:07:46 2006 From: Joerg.Ungermann at web.de (=?iso-8859-15?Q?J=F6rg_Ungermann?=) Date: Mon, 24 Apr 2006 13:07:46 +0200 Subject: [rt-users] Non unique User Names Message-ID: <21738615@web.de> We found duplicate user names in our users table. One priviledged, one unpriviledged. It is not sure how they came in for RT should prevent this situation. Result is that the priviledged user cannot login an more. Since there is always possibility that names match, can we take a field like organization in addition for name and pass in Login? Where is the code for internal auth. ? Thanks JU _______________________________________________________________ SMS schreiben mit WEB.DE FreeMail - einfach, schnell und kostenguenstig. Jetzt gleich testen! http://f.web.de/?mc=021192 From ruslan.zakirov at gmail.com Mon Apr 24 07:38:32 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 24 Apr 2006 15:38:32 +0400 Subject: [rt-users] Non unique User Names In-Reply-To: <21738615@web.de> References: <21738615@web.de> Message-ID: <589c94400604240438p48507e19r6cd1ce506a18b8ef@mail.gmail.com> On 4/24/06, J?rg Ungermann wrote: > We found duplicate user names in our users table. > One priviledged, one unpriviledged. > It is not sure how they came in for RT should prevent this situation. Yep, should. > > Result is that the priviledged user cannot login an more. > > Since there is always possibility that names match, can we take a field like organization in addition for name and pass in Login? RT allow you to login with email address also and > > Where is the code for internal auth. ? It's handled in html/autohandler and in RT::User class > > Thanks > > JU -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Mon Apr 24 08:40:39 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 24 Apr 2006 16:40:39 +0400 Subject: [rt-users] Install issues In-Reply-To: <7A95FF51FB071E42A3D035F09AE7347D6BEB@MDCEXCH03.lnrproperty.com> References: <7A95FF51FB071E42A3D035F09AE7347D6BEB@MDCEXCH03.lnrproperty.com> Message-ID: <589c94400604240540m48b75a0n2c4eecfcac2d2db8@mail.gmail.com> I sent few days ago working configs for mod_perl2.x setups. Could you check them? On 4/20/06, Robert Geller wrote: > On FC4, using httpd 2.0.54 with mod_perl DS0. > > My httpd config: > > LoadModule perl_module modules/mod_perl.so > > > ServerAdmin root at localhost > DocumentRoot /var/www/rt3/share/html > ServerName rt.adm > ServerAlias rt.adm.XX.com > > AddDefaultCharset UTF-8 > PerlModule Apache2 Apache::compat > > PerlModule Apache::DBI > PerlRequire /var/www/rt3/bin/webmux.pl > > AllowOverride ALL > Options ExecCGI FollowSymLinks > > Order allow,deny > Allow from all > > > > > > Im getting the "Youre Almost There" page. > > -Robert Geller > > LNR Property Corporation > Network Infrastructure > 1601 Washington Avenue > Miami Beach, Florida 33139 > > (305) 695 - 5400 (office main) > (305) 695 - 5829 (office direct) > (305) 695 - 5409 (fax) > (786) 282 - 1102 (mobile) > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Mon Apr 24 08:47:54 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 24 Apr 2006 16:47:54 +0400 Subject: [rt-users] Duplicate users hinder login In-Reply-To: <13669946@web.de> References: <13669946@web.de> Message-ID: <589c94400604240547n1f08e869x8dd5bb1f0823fb0@mail.gmail.com> RT has two fields for users 'Username' and 'Real Name': first one must be unique across the system and can be used as login, when the second one should be used to store real name and can be not unique and user can't use it as login. Email address also can be used to login into RT. If you use RT 3.4.5 and it allows you to create two users with the same Username then we should fix it. Does it? On 4/20/06, J?rg Ungermann wrote: > There is an additonal problem with the customer base in the user table > > There are similar User names in the database. (Peter Pan) > > For instance there is one agent Peter Pan(provileged) having the same name than a customer Peter Pan (unpriviledged). > By default RT does not login our agent. > > Can for instance the organisation field be taken as additional Login parameter? > Would that be done in Autohandler.pm? > > Kind regards > > JU > > > > > -----Urspr?ngliche Nachricht----- > > Von: Jesse Vincent > > Gesendet: 19.04.06 16:15:07 > > An: Joerg.Ungermann at web.de > > CC: rt-users at lists.bestpractical.com > > Betreff: Re: [rt-users] Performance problem: Customers in Users Table > > > > To echo what Ruslan said: > > > > We fixed this in 3.4.5. Upgrading is likely the right answer. > > > > Jesse > > > > > > On Wed, Apr 19, 2006 at 02:47:40PM +0200, Jrg Ungermann wrote: > > > Rehearsing on our performance problems i thought about the users table: > > > > > > we do have 1300 unpriviledged users in the users table. > > > They represent the customer base to link tickets to. > > > > > > Will that result in bad perfomance when opening, creating or doing other trasactions on tickets? > > > > > > Thanks > > > > > > J?rg > > > _______________________________________________________________ > > > SMS schreiben mit WEB.DE FreeMail - einfach, schnell und > > > kostenguenstig. Jetzt gleich testen! http://f.web.de/?mc=021192 > > > > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Community help: http://wiki.bestpractical.com > > > Commercial support: sales at bestpractical.com > > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > > Buy a copy at http://rtbook.bestpractical.com > > > > > > > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > > > > > > > -- > > > _______________________________________________________________ > SMS schreiben mit WEB.DE FreeMail - einfach, schnell und > kostenguenstig. Jetzt gleich testen! http://f.web.de/?mc=021192 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Mon Apr 24 09:10:50 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 24 Apr 2006 17:10:50 +0400 Subject: [rt-users] (SOLVED) Mason attempting to parse image files In-Reply-To: <1145681181.1563.3.camel@red-dwarf.voidgate.org> References: <1145663048.6921.39.camel@s60r.ination.com> <20060421235004.GQ24532@bestpractical.com> <1145681181.1563.3.camel@red-dwarf.voidgate.org> Message-ID: <589c94400604240610t64d221e2j3e48e09c8219ede8@mail.gmail.com> On 4/22/06, Joshua Colson wrote: > On Fri, 2006-04-21 at 19:50 -0400, Jesse Vincent wrote: > > > > > > On Fri, Apr 21, 2006 at 04:44:08PM -0700, Joshua Colson wrote: > > > I'm running rt 3.6.0pre1 using sqlite and standalone_httpd in a test > > > environment. > > > > > > I'm trying to update the logo by following the instructions at > > > http://wiki.bestpractical.com/index.cgi?ChangeLogo which works but the > > > image that I'm attempting to use is unable to load in the WebUI. > > > It seems that the standalone_httpd is allowing Mason to process the > > > image file(s) in /NoAuth/images/ and the image that I want to use has > > > the string '<%' or '<&' in it somewhere. I've looked on the Mason > > > website and found instructions for preventing Mason from attempting to > > > parse image files but they are specific to using Apache. Is there a way > > > to do the same with the standalone_httpd? > > > > Isn't there an autohanler in that directory that does this for you? > > > > In fact, there is. I'm shooting for the award for most stupid human > mistakes on a mailing list in a week. }8-/ > > I was adding the content into local/html/NoAuth/images but I didn't copy > over the autohandler. Hm, does it mean that if you create local/html/NoAuth/images/xxx.gif (without copy of autohandler) then RT doesn't run autohandler from share/html? If so then it sounds like bug in HTML::Mason. > > Thanks Jesse. > > -- > Joshua Colson > VoidGate InterNetworks > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From telemole at gmail.com Mon Apr 24 10:10:25 2006 From: telemole at gmail.com (TeleMole) Date: Mon, 24 Apr 2006 10:10:25 -0400 Subject: [rt-users] Can't find a saved search to work with Message-ID: Hi all, i am trying to allow my helpdesk staff group to save and edit their own group of searches - when I give group rights, create a new query and attempt to save to 'my saved searches' they get this message on the top of the query screen : "Can't find a saved search to work with" I assume I am making an error with rights somewhere along the line - but can't determine where. Any thoughts? Cheers, Sean Daniels From jcolson at voidgate.org Mon Apr 24 11:01:16 2006 From: jcolson at voidgate.org (Joshua Colson) Date: Mon, 24 Apr 2006 08:01:16 -0700 Subject: [rt-users] (SOLVED) Mason attempting to parse image files In-Reply-To: <589c94400604240610t64d221e2j3e48e09c8219ede8@mail.gmail.com> References: <1145663048.6921.39.camel@s60r.ination.com> <20060421235004.GQ24532@bestpractical.com> <1145681181.1563.3.camel@red-dwarf.voidgate.org> <589c94400604240610t64d221e2j3e48e09c8219ede8@mail.gmail.com> Message-ID: <1145890876.7027.2.camel@s60r.ination.com> On Mon, 2006-04-24 at 17:10 +0400, Ruslan Zakirov wrote: > > > > > > Isn't there an autohanler in that directory that does this for you? > > > > > > > In fact, there is. I'm shooting for the award for most stupid human > > mistakes on a mailing list in a week. }8-/ > > > > I was adding the content into local/html/NoAuth/images but I didn't copy > > over the autohandler. > Hm, does it mean that if you create local/html/NoAuth/images/xxx.gif > (without copy of autohandler) then RT doesn't run autohandler from > share/html? If so then it sounds like bug in HTML::Mason. Yes. It does not automatically use the autohandler in the distribution html/NoAuth/images directory. So the autohandler should work like the rest of the overlays? If so, I'll subscribe/post this problem to the HTML::Mason list. > -- > Best regards, Ruslan. -- Joshua Colson From SThomson at uua.org Mon Apr 24 12:18:13 2006 From: SThomson at uua.org (Scott Thomson) Date: Mon, 24 Apr 2006 12:18:13 -0400 Subject: [rt-users] Upgrade/migration path for RT 3.2.0 -> Current Rev Message-ID: Hey Folks, I have RT 3.2.0 running on RHEL 3.0 on an old server that is on its way out the door. I have a new server running RHEL 4.0 that I want to run the current version of RT on. I do need to move my data over. I think there are two ways to do that. Scenario one: Upgrade RT on the old server, install RT on new server, migrate data to new server. Scenario Two: Migrate database to the new server, do an update/upgrade to the database and install latest RT. I'm strongly leaning towards the second path because of the state of the old server. Have any of you done an upgrade like that? What are the drawbacks? Once I have the new RT installed and running on the new server, what testing should I do before making a production server? I was thinking I'd verify the data, create a new ticket via email and resolve a few tickets. I also use RTFM, so that will also have to be installed. When doing a migration like this, do I need to do anything special for RTFM? Anything I'm missing? Thanks, Scott ----------------------------- Scott Thomson Unitarian Universalist Association 25 Beacon Street Boston, MA 02108 Phone: 617-948-6109 Fax: 617-725-8886 From jrandall at ziprealty.com Mon Apr 24 13:03:33 2006 From: jrandall at ziprealty.com (Jeremy Randall) Date: Mon, 24 Apr 2006 10:03:33 -0700 Subject: [rt-users] EditCustomFieldsOnUpdate Message-ID: Hi folks, I have attempted the EditCustomFieldsOnUpdate as documented in the wiki: http://wiki.bestpractical.com/index.cgi?EditCustomFieldsOnUpdate I created the directory: /usr/local/rt3/local/html/Callbacks/CustomFields/Ticket/Update.html/ In that directory I created a file called "BeforeMessageBox" which contains the code listed on the wiki. Then I created a directory called: /usr/local/rt3/local/html/Callbacks/CustomFields/Ticket/Display.html/ In that directory I created a file called "BeforeDisplay" which contains the code listed on the wiki. I restarted apache. There is no change on my system when updating tickets. First, did I understand the directions correctly as far as creating directories that match the file name structure? And if so, do I need to do something to enable the Callbacks feature? The directions were also somewhat unclear as to the patch files. It seemed like the patches are an alternative method; did I misunderstand and actually they are part of what is required? Thanks for your assistance! JR -------------- next part -------------- An HTML attachment was scrubbed... URL: From cjayaprakashreddy at yahoo.com Mon Apr 24 13:54:55 2006 From: cjayaprakashreddy at yahoo.com (JP Chilumula) Date: Mon, 24 Apr 2006 10:54:55 -0700 (PDT) Subject: [rt-users] changing resolve default to "reply to request" Message-ID: <20060424175456.20370.qmail@web36915.mail.mud.yahoo.com> Amigos, Hi!! When I click on Resolve, the Update Type dropdown defaults to "Comments(Not Sent to requestors)". However I want it to default to Reply to Requestors. If someone could point me where I can change this, I'd highly appreciate it!! Warmest Regards, JP. -------------- next part -------------- An HTML attachment was scrubbed... URL: From stevefink at gmail.com Mon Apr 24 14:03:10 2006 From: stevefink at gmail.com (Steve Finkelstein) Date: Mon, 24 Apr 2006 14:03:10 -0400 Subject: [rt-users] Bouncing Replies in RT 3.4.4 Message-ID: Hi all, Has anyone dealt with random bouncing, specifically when hitting reply to an RT comment? This happens randomly and not all of the time. The mailbox does indeed exist and is currently populated. Any suggestions would be greatly appreciated! Here's a sample excerpt in RT 3.4.4: Microsoft Mail Internet Headers Version 2.0 Received: from foo.com ([10.0.0.3]) by foo.com with Microsoft SMTPSVC( 5.0.2195.6713); Mon, 24 Apr 2006 12:16:03 -0400 Received: (qmail 7603 invoked for bounce); 24 Apr 2006 16:15:20 -0000 Date: 24 Apr 2006 16:15:20 -0000 From: MAILER-DAEMON at foo.com To: admin at foo.com Subject: failure notice Return-Path: <> Message-ID: X-OriginalArrivalTime: 24 Apr 2006 16:16:03.0178 (UTC) FILETIME= [61F6CCA0:01C667BA] Hi. This is the qmail-send program at foo.com. I'm afraid I wasn't able to deliver your message to the following addresses. This is a permanent error; I've given up. Sorry it didn't work out. : Sorry, no mailbox here by that name. (#5.1.1) -- Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From ESchultz at corp.untd.com Mon Apr 24 14:17:34 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Mon, 24 Apr 2006 11:17:34 -0700 Subject: [rt-users] changing resolve default to "reply to request" Message-ID: <5613F89D78D2F545A40423EBA5535C300EEC4560@LAXEVS01.lax.corp.int.untd.com> In /share/html/Ticket/Elements/Tabs, search for the part where it says title => loc('Resolve'), (which, in my code, is $actions->{'B'}), and change it from Action=Comment to Action=Respond in the Update.html URL. Eric Schultz United Online ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of JP Chilumula Sent: Monday, April 24, 2006 10:55 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] changing resolve default to "reply to request" Amigos, Hi!! When I click on Resolve, the Update Type dropdown defaults to "Comments(Not Sent to requestors)". However I want it to default to Reply to Requestors. If someone could point me where I can change this, I'd highly appreciate it!! Warmest Regards, JP. From winn_johnston at yahoo.com Mon Apr 24 14:32:31 2006 From: winn_johnston at yahoo.com (Winn Johnston) Date: Mon, 24 Apr 2006 11:32:31 -0700 (PDT) Subject: [rt-users] 255 Unknown Mailer In-Reply-To: Message-ID: <20060424183232.71547.qmail@web52907.mail.yahoo.com> what's up everyone, I am getting a unknown mailer error 255 when ever i try and send something to the rt system. datamart: "|/usr/local/rt3/bin/rt-mailgate --queue datamart --action correspond --url https://rt.xxx.xxx.org/" usr/bin/perl /usr/local/bin/rt-mailgate --queue datamart --action correspond --url https://xxxxx.org --debug < /etc/aliases Connecting to https://rt.xxxx.xx.xxorg/REST/1.0/NoAuth/mail-gateway at /usr/local/bin/rt-mailgate line 444, <> chunk 1. okTicket: 6146Queue: datamartOwner: NobodyStatus: newSubject: Requestor: at /usr/local/bin/rt-mailgate line 453, <> chunk 1. Running the rt-mailgate from the command line works fine, it is just when i format an e-mail with mail datamart at rtserver.org i get that darn 255 mailer unknown error. Any ideas winn johnston --------------------------------- New Yahoo! Messenger with Voice. Call regular phones from your PC and save big. -------------- next part -------------- An HTML attachment was scrubbed... URL: From cjayaprakashreddy at yahoo.com Mon Apr 24 14:42:41 2006 From: cjayaprakashreddy at yahoo.com (JP Chilumula) Date: Mon, 24 Apr 2006 11:42:41 -0700 (PDT) Subject: [rt-users] changing resolve default to "reply to request" In-Reply-To: <5613F89D78D2F545A40423EBA5535C300EEC4560@LAXEVS01.lax.corp.int.untd.com> Message-ID: <20060424184241.44358.qmail@web36915.mail.mud.yahoo.com> Eric, That worked!! Thanks so much!! Regards, JP. "Schultz, Eric" wrote: In /share/html/Ticket/Elements/Tabs, search for the part where it says title => loc('Resolve'), (which, in my code, is $actions->{'B'}), and change it from Action=Comment to Action=Respond in the Update.html URL. Eric Schultz United Online ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of JP Chilumula Sent: Monday, April 24, 2006 10:55 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] changing resolve default to "reply to request" Amigos, Hi!! When I click on Resolve, the Update Type dropdown defaults to "Comments(Not Sent to requestors)". However I want it to default to Reply to Requestors. If someone could point me where I can change this, I'd highly appreciate it!! Warmest Regards, JP. -------------- next part -------------- An HTML attachment was scrubbed... URL: From pkime at Shopzilla.com Mon Apr 24 16:18:34 2006 From: pkime at Shopzilla.com (Philip Kime) Date: Mon, 24 Apr 2006 13:18:34 -0700 Subject: [rt-users] Re: Upgrade/migration path for RT 3.2.0 -> Current Rev Message-ID: <58B1112F0EEB7349AE14A0AA46F9CEC00137AAFC@szexchange.Shopzilla.inc> > I have RT 3.2.0 running on RHEL 3.0 on an old server that is on its way out the door. I have literally just done this from 3.2.1 to 3.4.5+AT. I have a detailed migration plan that I wrote for it and I would be happy to send it to you. It's not a big deal to do. I even upgraded the Perl and mysql from version 4 to 5 plus moved from apache/mod_perl 1.x to versions 2/2. There are only a couple of little permissions things you have to be aware of - nothing major. Send me a mail at pkime at shopzilla.com. PK From dshannon at techfluent.com Mon Apr 24 21:57:29 2006 From: dshannon at techfluent.com (Duncan Shannon) Date: Mon, 24 Apr 2006 20:57:29 -0500 Subject: [rt-users] Re: Upgrade/migration path for RT 3.2.0 -> Current Rev Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB4527C0FC@TF-FS2.internal.techfluent.com> > > I have literally just done this from 3.2.1 to 3.4.5+AT. I have a > detailed migration plan that I wrote for it and I would be happy to send Hi PK- Can you post/share it in the wiki? duncan From pkime at Shopzilla.com Mon Apr 24 23:03:19 2006 From: pkime at Shopzilla.com (Philip Kime) Date: Mon, 24 Apr 2006 20:03:19 -0700 Subject: [rt-users] Migration notes on the Wiki Message-ID: <58B1112F0EEB7349AE14A0AA46F9CEC00137AB01@szexchange.Shopzilla.inc> I have put my notes from a recent 3.2.1 -> 3.4.5 migration on the Wiki http://wiki.bestpractical.com/index.cgi?MigrateToNewServer It's in the Documentation section. -- Philip Kime NOPS Systems Architect 310 401 0407 -------------- next part -------------- An HTML attachment was scrubbed... URL: From lvanderf at internode.com.au Mon Apr 24 23:48:09 2006 From: lvanderf at internode.com.au (Luke Vanderfluit) Date: Tue, 25 Apr 2006 13:18:09 +0930 Subject: [rt-users] Re: New install RT-user : Please answer to my question In-Reply-To: <23954218A637D211AEF90060943F185E018FEA7B@mail.amisco.com> References: <23954218A637D211AEF90060943F185E018FEA7B@mail.amisco.com> Message-ID: <444D9BF9.80303@internode.com.au> Hi Nathalie. Nathalie Gagnon wrote: >Hi, > >I'm a new user of RT 3.4.5 on Linux. I write to you because, in all email >that I receive from rt-users, you answered to an interesting question to >another user. > >You probably ask yourself why I don't submit my question to >rt-users at lists.bestpractical.com ? > >That's because I have a reply from System Administrator saying that it is >unable to contact it. > > >It's about three weeks I'm searching an answer. > >My question is : What is the way of attaching a link to a document into a >ticket and being able to open it by clicking on it? >I don't want to use attachment because the document is fixed in RT and never >up-to-date. >I have tried to put link of the document in the comment bloc of the ticket, >but unable to click on; however, the user that receive the Email in Outlook >is able to click on. > > > It's possible to do this. There are 2 ways I can think of. 1. customise share/html/Ticket/Elements/ShowTransactionAttachments 2. use URI:Find to transform urls into clickable links. HTH. Kind regards. Luke. >Someone at RT's sales department talked about 'linking interface', but he >don't say anymore. > >Can you help me? > >Thank's > > >Nathalie Gagnon >Programmeure >Les Industries Amisco Lt?e >L'Islet QC, G0R 2C0 >nathalie.gagnon at amisco.com > > > > > > -- Luke Vanderfluit. Analyst/Programmer. Internode Systems Pty. Ltd. From lesmikesell at gmail.com Tue Apr 25 00:37:47 2006 From: lesmikesell at gmail.com (Les Mikesell) Date: Mon, 24 Apr 2006 23:37:47 -0500 Subject: [rt-users] Asset tracker vs. RPM installed RT Message-ID: <1145939867.1573.5.camel@les-home.futuresource.com> The yum/RPM based install described at: http://wiki.bestpractical.com/index.cgi?RPMInstall works great but appears to move the install layout around to match RedHat's style. Does anyone know the correct invocation to asset tracker's 'configure' to work with this layout? -- Les Mikesell lesmikesell at gmail.com From daniel.stanescu at nchadvisors.ro Tue Apr 25 16:23:19 2006 From: daniel.stanescu at nchadvisors.ro (dan) Date: Tue, 25 Apr 2006 13:23:19 -0700 Subject: [rt-users] RT instalation error Message-ID: <444E8537.7080609@nchadvisors.ro> I'm trying to install rt on suse 9 and I get this error. linux:~/rt-3.4.4 # make initialize-database /usr/bin/perl //opt/rt3/sbin/rt-setup-database --action init --dba postgres --prompt-for-dba-password In order to create or update your RT database,this script needs to connect to your Pg instance on localhost as postgres. Please specify that user's database password below. If the user has no database password, just press return. Password: DBI connect('dbname=template1;host=localhost','postgres',...) failed: could not connect to server: ?f@?%D Is the server running on host "localhost" and accepting TCP/IP connections on port 5432? at //opt/rt3/sbin/rt-setup-database line 101 Failed to connect to dbi:Pg:dbname=template1;host=localhost as postgres: could not connect to server: ?f@?%D Is the server running on host "localhost" and accepting TCP/IP connections on port 5432? make: *** [initialize-database] Error 255 Can anyone tell me the version o mod_per and apache that rt is usinig Thank you. From rt3 at acerhomes.com Tue Apr 25 07:35:10 2006 From: rt3 at acerhomes.com (rt3 at acerhomes.com) Date: Tue, 25 Apr 2006 19:35:10 +0800 (PHT) Subject: [rt-users] After upgrading from 3.0.5 to 3.4.5, approval list is not working In-Reply-To: <1277.177.177.177.65.1145683020.squirrel@177.177.177.101> References: <2205.177.177.177.65.1145592812.squirrel@177.177.177.101> <589c94400604210601t580ad7cbw88f352e859335017@mail.gmail.com> <1277.177.177.177.65.1145683020.squirrel@177.177.177.101> Message-ID: <1558.203.87.145.65.1145964910.squirrel@mail.acerhomes.com> I already stucked here. How can I debug this problem? > Hi ruslan, nothing is logged on rt.log > >> Is there something in the debug logs when you open Approvals page? >> >> On 4/21/06, rt3 at acerhomes.com wrote: >>> It seems everything works fine already except my approval list displays >>> nothing. I already verified my setup with >>> http://wiki.bestpractical.com/index.cgi?ApprovalCreation >>> >>> My new RT system can successfully create approval ticket. Even I can >>> individually resolve this ticket to make the original request ticket >>> tag >>> as approved. >>> >>> My problem is when click the Approval link, nothing is display there >>> even >>> I choose pending, approved, denied. Did I missed something when I >>> upgrade. >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >>> >>> We're hiring! Come hack Perl for Best Practical: >>> http://bestpractical.com/about/jobs.html >>> >> >> >> -- >> Best regards, Ruslan. >> > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > From dshannon at techfluent.com Tue Apr 25 11:59:07 2006 From: dshannon at techfluent.com (Duncan Shannon) Date: Tue, 25 Apr 2006 10:59:07 -0500 Subject: [rt-users] Migration notes on the Wiki Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB4527C10E@TF-FS2.internal.techfluent.com> >I have put my notes from a recent 3.2.1 -> 3.4.5 migration on the Wiki >http://wiki.bestpractical.com/index.cgi?MigrateToNewServer Nicely done. That will surely benefit others. duncan ? ? -- Philip Kime NOPS Systems Architect 310 401 0407 ? From mike at tekniq.org Tue Apr 25 12:09:45 2006 From: mike at tekniq.org (Michael Shanks) Date: Tue, 25 Apr 2006 17:09:45 +0100 Subject: [rt-users] Displaying html pages without logging in Message-ID: <002f01c66882$ab5d8d70$0a02a8c0@PCMichael> Hello I have created a page shared in /opt/rt3/html say test.html When I go to my URL Rt.domain.com/test.html It requests I login before I access this page, any way around this? Mike From payerle at physics.umd.edu Tue Apr 25 12:42:32 2006 From: payerle at physics.umd.edu (Thomas M. Payerle) Date: Tue, 25 Apr 2006 12:42:32 -0400 (EDT) Subject: [rt-users] Config Advice & Q re Unpriv'ed User Web Int'face, Replying from Web Message-ID: I am looking into using RT to replace an old homegrow request tracking system. The old system was command line based, although we had a mail gateway and a CGI based web page for submitting initial tickets. The web page was quite popular, and thought the change to a more web based system like RT would go well with our users. I have installed RT and am now running 3.6.0pre1 (some of the stuff about required custom fields was desirable). Although generally quite impressed with the application, I was somewhat disappointed when noticed that RT seems to be somewhat lacking with regard to the web interface for 'unprivileged' users (users without the "can be granted rights" flag checked). In particular, I wanted a nice web interface wherein unpriv'ed users can enter new tickets, view their existing tickets, and respond to their existing tickets. Based on experience with the old system, I expect this would be heavily used by our users. Also, in the old system we would frequently run into users who submitted tickets with little useful information about the problem and even in some cases barely identifying who they are. So I really wanted mandatory custom fields for the user to put information in. The SelfService area allows submitting tickets (but does not validate/mandate Custom fields), and allows viewing existing tickets, but does not appear to allow for responding to tickets. I replaced (in local tree) /SelfService/Create.html with a link to /Ticket/Create.html, and made some hacks so that the latter would work when invoked by an unpriv'ed user. Also made some hacks to "hide" certain links, etc. from unpriv'ed user, and to improve the display of custom fields (no invalid messages first time seeing the page, listing invalid fields and other problems at the top of the page, making subject and content fields required, plus a mechanism to allow custom fields to placed in different places in the form without repeating and for per queue custom displays of the custom form variables)(if there is interest, I can put any or all of these on the wiki or elsewhere as appropriate). Although I believe everything is working, I am somewhat concerned with things breaking down the line or being difficult to maintain. I also hacked /SelfService/Display.html to display the same header as in the /Ticket/Display.html (including a "Reply" button if user has reply rights, which I have granted globally to the requestor role) and then added a symlink from /SelfService/Update.html to /Ticket/Update.html. /Ticket/Update.html was tweaked to make somewhat (I did not test much beyond the "Reply" action) usable for unpriv'ed users. Although comments, advice, gotchas are welcome, my main question is in regard to the Reply action. The default text label for Update Type is "Reply to requestors" with value "response". Although this seems to mostly do what I want, I am unable to find a list of valid values for this field, and am not sure what the appropriate value for a response from requestors should be. The text message suggests that this may not be the best fit (and while I can easily change the text message, if there is a better fit wrt what is stored in the DB, I would like to use it). Thanks in advance for any assistance. Although I think the above scenario will work, I am also interested in hearing what people with more experience with the product think. Tom Payerle Tom Payerle Dept of Physics payerle at physics.umd.edu University of Maryland (301) 405-6973 College Park, MD 20742-4111 Fax: (301) 314-9525 From bparish at workscape.com Tue Apr 25 12:55:15 2006 From: bparish at workscape.com (Parish, Brent) Date: Tue, 25 Apr 2006 12:55:15 -0400 Subject: [rt-users] My ShowConfigTab is missing!?!? Message-ID: Ok, so I'm trying not to be an idiot here, but I cannot find the ShowConfigTab! I recently upgraded from 3.0.10 to 3.4.5 (Sun Solaris 9 sparc to Solaris 10 x86) and suspect the install went awry. Unfortunately, I did not discover this soon enough and am in a tough spot as far as reverting and re-doing the upgrade (30,000 tickets in db, 8 queues, heavy activity, lots of new tickets since upgrade). Found this in the "UPGRADING" text: UPGRADING FROM 3.2 and earlier - Changes: = Rights changes = Now, if you want any user to be able to access the Admin tools (a.k.a. the Configuration tab), you must grant that user the "ShowConfigTab" right. Making the user a privileged user is no longer sufficient. So I assume it SHOULD be there, somewhere! When I try to edit the Queue Admin's permissions, this ShowConfigTab is not an available option on the pull down menus and they can therefore not see the Configuration link in RT. Can someone please tell me what I need to modify to add this in by hand? Do I insert something into the ACL table? Or are there files to be edited? I've searched through the entire installation bundle and can't find reference to it. PS - for those who (like me) suffered through MAJOR RT slowness, try on Solaris x86 or Linux, even Windows XP on a fast PC - amazing difference! (sure wish I'd tried that earlier!!) :-) As an idea of the difference, I ran RT on a 420R 4x4 and saw "home" page loads consistently in the 11 second range. Some tickets and searches stretched into minutes!! Now, on a single CPU (desktop) PC, I am getting instant page loads! The DB import on the 420R ran 8.5 hours. 1.5 hours on the PC! Yow! Jesse and team, thanks for an amazing product and all your hard work!!! Thanks! Brent ********************************************************************************************** IMPORTANT: The contents are intended for the named recipient(s) only and may contain information that is PRIVILEGED and/or CONFIDENTIAL. If you have received this email in error, please destroy all copies of this message and it's attachments and then notify the system manager or the sender immediately. Do not disclose the contents to anyone or make copies thereof. *** eSafe scanned this email for viruses, vandals, and malicious content. *** ********************************************************************************************** -------------- next part -------------- An HTML attachment was scrubbed... URL: From evan at mtvn.com Tue Apr 25 15:05:24 2006 From: evan at mtvn.com (Rappaport, Evan) Date: Tue, 25 Apr 2006 15:05:24 -0400 Subject: [rt-users] Creating a parent/child with the rt CLI Message-ID: <2C970140D4F23248A43FDED8B85C9593030B8E15@DISMISSED.mtvn.ad.viacom.com> I've looked through the rt CLI help and the wiki but I don't seem to see any information about how to create parent/child ticket relationships or edit pre-existing tickets' parent/child relationships. I'm looking for something like. ./rt edit ticket/89999 set MemberOf=87472 or ./rt edit ticket/89999 set Parents=87472 This seems to work for other fields like status ./rt edit ticket/89999 set status='open' But setting trying to set the parents field (or any of the other associative fields) gives the error ... # memberof: Unknown field. Thanks for the help Evan -------------- next part -------------- An HTML attachment was scrubbed... URL: From lists at akphs.com Tue Apr 25 16:49:27 2006 From: lists at akphs.com (Phil Smith III) Date: Tue, 25 Apr 2006 16:49:27 -0400 Subject: [rt-users] Deleting RTFM with RT 3.6.0pre1 and RTFM 2.2.0RC1 Message-ID: <049101c668a9$bfadfbd0$6a01090a@Basement2> Well, I still haven't gotten the graphing working, but it's a background task at this point. Now I'm trying to delete a test RTFM ticket. The Web UI says it worked, but it still shows up in all searches and in the Overview. Nothing in any logs that I can see. Is anyone else running this combination, can try it? ...phsiii From winn_johnston at yahoo.com Tue Apr 25 17:09:25 2006 From: winn_johnston at yahoo.com (Winn Johnston) Date: Tue, 25 Apr 2006 14:09:25 -0700 (PDT) Subject: [rt-users] rt mailgate reply to field In-Reply-To: <049101c668a9$bfadfbd0$6a01090a@Basement2> Message-ID: <20060425210925.3974.qmail@web52910.mail.yahoo.com> hello all, i am working on a development box, and the last thing i have to do is test the rt-mailgate. It seems like everything is working except for the replyto field. It still refrences the old box. example. website2 at rt.xxx.org i need it to say website2 at newrt.xxx.org i am sure it is in the site config, but i just can't find it. thanks in advance winn johnston --------------------------------- Talk is cheap. Use Yahoo! Messenger to make PC-to-Phone calls. Great rates starting at 1¢/min. -------------- next part -------------- An HTML attachment was scrubbed... URL: From per at gathering.org Wed Apr 26 03:46:03 2006 From: per at gathering.org (Per Kristiansen) Date: Wed, 26 Apr 2006 09:46:03 +0200 Subject: [rt-users] Upgrading from 2.0.15 to the latest Message-ID: <20060426074603.GS9545@gathering.org> I just started a new job and lo and behold I found they were using a VERY old version of RT, 2.0.15 Running on Mysql 3.24.57, RedHat 7.2 and Perl 5.6.1 So I started looking at upgrading to the latest. but the docs for 3.4.5 only goes back to 3.0.x :).. I'm considering going to 3.0.0 first and then do 3.4.5 after that. Any major snafus I should be aware of ? -- Per Kristiansen per at gathering.org From flatten at ecs.umass.edu Wed Apr 26 07:34:55 2006 From: flatten at ecs.umass.edu (Davin Flatten) Date: Wed, 26 Apr 2006 07:34:55 -0400 Subject: [rt-users] Users being logged out. Message-ID: <444F5ADF.2070405@ecs.umass.edu> I have been trying to figure this one out for weeks. When our users first log into RT they succeed but when you click on any link you are taken back to the login page. I looked at my logs and this is what I am getting in my rt.log: [Wed Apr 26 10:14:36 2006] [err]: Error loading user with id: RT::CurrentUser=HASH(0x3f76830)->Id (/www/webapps/rt3/lib/RT/CurrentUser.pm:146) and in my apache logs I am getting: [Wed Apr 26 06:14:36 2006] [error] [client 128.119.91.13] FastCGI: server "/www/webapps/rt3/bin/mason_handler.fcgi" stderr: [Wed Apr 26 10:14:36 2006] [err]: Error loading user with id: RT::CurrentUser=HASH(0x3f76830)->Id (/www/webapps/rt3/lib/RT/CurrentUser.pm:146) The load user method is being called with an undefined $self-Id Does anyone have any ideas as to what might cause this? RT 3.5.6 Apache 2.0 FastCGI Thank you, Davin Flatten From futurahost at futurahost.com Wed Apr 26 07:55:06 2006 From: futurahost at futurahost.com (Pablo Povarchik - FuturaHost.Com) Date: Wed, 26 Apr 2006 13:55:06 +0200 Subject: [rt-users] RTFM Message-ID: <1146052506.3259.58.camel@notebook.futurahostdns.com> Hello All priveleged users can access and configure RTFM even if there are no rights at all configured on it (RTFM). Non-privileged users cannot see the RTFM link at all, even if i tried all the permission configurations possible... Any hints? Thanks -- Pablo Povarchik de Carrasquedo Quality Colocation and Dedicated Servers services Colocation facilities include Fremont California, London UK and Trento Italy +-- FuturaHost.Com (AS39317) - Industrial & Business Class ISP --+ | Web Hosting - Dedicated Servers - Colocation | info at futurahost.com - http://futurahost.com/ - (+39) 0461 592710 | Get a high quality full cabinet with 5Mbps full burst included | for only ?700/month, availability also in London +----------------------------------------------------------------+ From spydrrrrr at gmail.com Wed Apr 26 09:50:26 2006 From: spydrrrrr at gmail.com (SystemAdmin) Date: Wed, 26 Apr 2006 09:50:26 -0400 Subject: Fwd: [rt-users] rt mailgate reply to field In-Reply-To: References: <049101c668a9$bfadfbd0$6a01090a@Basement2> <20060425210925.3974.qmail@web52910.mail.yahoo.com> Message-ID: You set that in the Queue configuration..., Configuration, queues then select the queue and you can set Reply-To On 4/25/06, Winn Johnston wrote: > hello all, i am working on a development box, and the last thing i have to do is test the rt-mailgate. It seems like everything is working except for the replyto field. It still refrences the old box. example. website2 at rt.xxx.org i need it to say website2 at newrt.xxx.org i am sure it is in the site config, but i just can't find it. thanks in advance winn johnston ------------------------------ Talk is cheap. Use Yahoo! Messenger to make PC-to-Phone calls. Great rates starting at 1?/min. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html -------------- next part -------------- An HTML attachment was scrubbed... URL: From spydrrrrr at gmail.com Wed Apr 26 09:50:45 2006 From: spydrrrrr at gmail.com (SystemAdmin) Date: Wed, 26 Apr 2006 09:50:45 -0400 Subject: Fwd: [rt-users] RTFM In-Reply-To: References: <1146052506.3259.58.camel@notebook.futurahostdns.com> Message-ID: Have you set rights under, RTFM, Configuration, Global, Group rights? What is your current configuration under RTFM? On 4/26/06, Pablo Povarchik - FuturaHost.Com wrote: > > > Hello > > All priveleged users can access and configure RTFM even if there > are no > rights at all configured on it (RTFM). > > Non-privileged users cannot see the RTFM link at all, even if i > tried > all the permission configurations possible... > > Any hints? > > Thanks > > -- > Pablo Povarchik de Carrasquedo > > Quality Colocation and Dedicated Servers services > Colocation facilities include Fremont California, > London UK and Trento Italy > > +-- FuturaHost.Com (AS39317) - Industrial & Business Class ISP --+ > | Web Hosting - Dedicated Servers - Colocation > | info at futurahost.com - http://futurahost.com/ - (+39) 0461 592710 > | Get a high quality full cabinet with 5Mbps full burst included > | for only ?700/month, availability also in London > +----------------------------------------------------------------+ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > -------------- next part -------------- An HTML attachment was scrubbed... URL: From spydrrrrr at gmail.com Wed Apr 26 09:51:12 2006 From: spydrrrrr at gmail.com (SystemAdmin) Date: Wed, 26 Apr 2006 09:51:12 -0400 Subject: Fwd: [rt-users] Ticket Display Customizing In-Reply-To: References: <20060421164642.53858.qmail@web52907.mail.yahoo.com> <20060421185157.65277.qmail@web52914.mail.yahoo.com> Message-ID: No sure about the first part of your question however to change the sort order and the number of tickets shown edit the the RT_SiteConfig file in the etc directory of the install folder. Set($MyTicketsLength, 20); Set($MyRequestsLength, 20); Change 20 to whatever amount you like... as for the sort order I am not sure... I know you can change it, you will have to modify one of the template I am pretty sure. On 4/21/06, Winn Johnston wrote: > I have found the custom files on old RT 3.0.1 they are located in /local/html/Elements. I tried just copying the files to the new 3.4.5local/html/Elements directory, however that directory does not exist. So i created it, but i can't figure out how to activate them. Any ideas would be appreciated. Thanks winn johnston *Winn Johnston * wrote: I have just completed upgrading from RT 3.0.1 to RT 3.4.5, My supervisor has asked me to show the priority level sorted from lowest to highest. I also noticed some diffrences on the layout of the main screen. *RT 3.0.1 (layout left most part of the screen)* 10 highest priority tickets I own... 10 highest priority tickets I requested... 10 longest-neglected high-priority tickets... *RT 3.4.5 (layout left most part of the screen)* 10 highest priority tickets I own 10 newest unowned tickets Are the "*10 highest priority tickets I requested...*" and "*10 longest-neglected high-priority tickets...*" custom templates, or is there a way to configure this from within the program interface it self? Also changing how the sort takes place, again is this a custom mod or am i just missing some configuration tool? Thanks In Advance Winn Johnston ------------------------------ Celebrate Earth Day everyday! Discover 10 things you can do to help slow climate change. Yahoo! Earth Day _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html -------------- next part -------------- An HTML attachment was scrubbed... URL: From payerle at physics.umd.edu Wed Apr 26 12:08:34 2006 From: payerle at physics.umd.edu (Thomas M. Payerle) Date: Wed, 26 Apr 2006 12:08:34 -0400 (EDT) Subject: [rt-users] Re: Displaying html pages without logging in In-Reply-To: <20060425210947.CEAC24D8149@diesel.bestpractical.com> References: <20060425210947.CEAC24D8149@diesel.bestpractical.com> Message-ID: >Michael Shanks wrote > Hello > > I have created a page shared in /opt/rt3/html say test.html > > When I go to my URL > > Rt.domain.com/test.html > > It requests I login before I access this page, any way around this? > > Mike > You should have a NoAuth directory underneath /opt/rt3/html. Pages put in there should not need authentication/authorization to access. Alternatively, if you did not put rt at the root of your htdocs, you can install docs outside of the RT root without (or with, if you choose) authentication/ authorization. Tom Payerle Dept of Physics University of Maryland College Park, MD 20742-4111 From Joerg.Ungermann at web.de Wed Apr 26 14:13:09 2006 From: Joerg.Ungermann at web.de (=?iso-8859-15?Q?J=F6rg_Ungermann?=) Date: Wed, 26 Apr 2006 20:13:09 +0200 Subject: [rt-users] Message-ID: <30667747@web.de> We have a urgent issue with search builder: In an customized Module we used SearchBuilder. What is does is: In order to allow People to enter new users we auto generate user Ids and use the Realname fpor display. In RT 3.4 on Mysql the code worked just fine. On RT 3.4 on Postgres 8.0 we had the following error: It seems that SearchBuilder is not capable of getting $users->OrderBy(FIELD=>'id'); Any ideas why this is happening? START RT error message: error: Can't call method "Id" on an undefined value at /usr/local/share/request-tracker3.4/html/Elements/CustomiseCreateUser.html line 285. context: ... 281: 282: my $users = new RT::Users($session{'CurrentUser'}); 283: $users->OrderBy(FIELD=>'id'); 284: my $user = $users->Last; 285: my $uid = $user->Id+1; 286: #my $uid='tst45'; 287: 288: my $current_tab; 289: my $UserObj = new RT::User($session{'CurrentUser'}); ... code stack: /usr/local/share/request-tracker3.4/html/Elements/CustomiseCreateUser.html:285 /usr/local/share/request-tracker3.4/html/autohandler:215 Can't call method "Id" on an undefined value at /usr/local/share/request-tracker3.4/html/Elements/CustomiseCreateUser.html line 285. Trace begun at /usr/share/perl5/HTML/Mason/Exceptions.pm line 129 HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "Id" on an undefined value at /usr/local/share/request-tracker3.4/html/Elements/CustomiseCreateUser.html line 285.^J') called at /usr/local/share/request-tracker3.4/html/Elements/CustomiseCreateUser.html line 285 HTML::Mason::Commands::__ANON__('Create', 1, 'Create', 1) called at /usr/share/perl5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9e5d1b0)', 'Create', 1, 'Create', 1) called at /usr/share/perl5/HTML/Mason/Request.pm line 1251 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef, 'Create', 1, 'Create', 1) called at /usr/share/perl5/HTML/Mason/Request.pm line 914 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x9d4c8c8)', 'Create', 1) called at /usr/local/share/request-tracker3.4/html/autohandler line 215 HTML::Mason::Commands::__ANON__('Create', 1) called at /usr/share/perl5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9ca42a0)', 'Create', 1) called at /usr/share/perl5/HTML/Mason/Request.pm line 1246 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef, undef, 'Create', 1) called at /usr/share/perl5/HTML/Mason/Request.pm line 459 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 459 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 411 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9d4c8c8)') called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 165 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9d4c8c8)') called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 832 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x85227c0)', 'Apache=SCALAR(0x8526494)') called at /usr/share/request-tracker3.4/libexec/webmux.pl line 125 eval {...} at /usr/share/request-tracker3.4/libexec/webmux.pl line 125 RT::Mason::handler('Apache=SCALAR(0x8526494)') called at /dev/null line 0 eval {...} at /dev/null line 0 _________________________________________________________________________ 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 jesse at bestpractical.com Wed Apr 26 14:16:37 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 26 Apr 2006 14:16:37 -0400 Subject: [rt-users] In-Reply-To: <30667747@web.de> References: <30667747@web.de> Message-ID: <444FB905.4070501@bestpractical.com> J?rg Ungermann wrote: > We have a urgent issue with search builder: > > In an customized Module we used SearchBuilder. > What is does is: In order to allow People to enter new users we auto generate user Ids and use the Realname fpor display. > > In RT 3.4 on Mysql the code worked just fine. I'd expect it to fail. > On RT 3.4 on Postgres 8.0 we had the following error: > > It seems that SearchBuilder is not capable of getting $users->OrderBy(FIELD=>'id'); > > Any ideas why this is happening? > > > 282: > my $users = new RT::Users($session{'CurrentUser'}); > > > 283: > $users->OrderBy(FIELD=>'id'); > > You need a $users->UnLimit here. > 284: > my $user = $users->Last; > > > 285: > my $uid = $user->Id+1; > > > 286: > #my $uid='tst45'; > > > 287: > > > 288: > my $current_tab; > > > 289: > my $UserObj = new RT::User($session{'CurrentUser'}); > > > ... > > -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 191 bytes Desc: OpenPGP digital signature URL: From kfh at mqsoftware.com Wed Apr 26 14:08:35 2006 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Wed, 26 Apr 2006 13:08:35 -0500 Subject: [rt-users] getting RT to work with mod_perl 2.0 (specifically on Centos 4) (updated wiki) Message-ID: <63BEA5E623E09F4D92233FB12A9F794309BA05@emailmn.mqsoftware.com> I just rebuild a box with the latest Centos and put RT on it. I ran into the usual problems with mod_perl 2.0, and didn't remember how I solved it before, so I worked it out again. This time, I was smart enough to put it on the wiki! http://wiki.bestpractical.com/index.cgi?RPMInstall (incidentally, I used to be able to log into the wiki so that changes were flagged with my name, this time I couldn't find a way to login. Does anyone know what's up with that?) -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From bparish at workscape.com Wed Apr 26 14:22:01 2006 From: bparish at workscape.com (Parish, Brent) Date: Wed, 26 Apr 2006 14:22:01 -0400 Subject: [rt-users] My ShowConfigTab is missing!?!? Message-ID: Hi. This is fixed now. I am still not clear on what it was supposed to look like, or if what I did fixed anything. Its quite possible (likely?) that I just overlooked it in the first place. In any case, I added a line into the ACL table, following the examples already there and now I see the ShowConfigTab option in the permissions pull down lists. The queue admins can now see that Configuration link and all is well. -Brent ********************************************************************************************** IMPORTANT: The contents are intended for the named recipient(s) only and may contain information that is PRIVILEGED and/or CONFIDENTIAL. If you have received this email in error, please destroy all copies of this message and it's attachments and then notify the system manager or the sender immediately. Do not disclose the contents to anyone or make copies thereof. *** eSafe scanned this email for viruses, vandals, and malicious content. *** ********************************************************************************************** -------------- next part -------------- An HTML attachment was scrubbed... URL: From cschrader at dca.net Wed Apr 26 14:16:33 2006 From: cschrader at dca.net (Claude M. Schrader) Date: Wed, 26 Apr 2006 14:16:33 -0400 Subject: [rt-users] possible permissions (ModifyTicket) bug in 3.4.5? Message-ID: <20060426181633.GD27261@dca.net> Hello, We have been removing all global permissions from the Privileged user group on our RT install, to let some important customers have access to their own support queue. In doing this, we seem to have stumbled on what appears to be a bug with the ModifyTicket setting. The user is able to search for email addresses through the "People" area of a ticket, and return a list of every email address known to rt. Users in the CustnameEmployees group have the following permissions for their queue. The users are privileged, and I have spent most of the morning ensuring the Privleged group does not have any global rights. CreateTicket ReplyToTicket SeeQueue ShowTicket Watch Logging in as one of those users, I can see the queue, and open tickets, and I can not edit any values for the ticket information, as expected. However, when you click on the blue "People" bar at the top of a ticket, you can search for email addresses, and have valid addresses returned. The real danger comes when you search for people whose userid contains %. This returns a list of every email address known to rt. *Warning* this potentially puts a very big load on the server, and your browser. It seems that a user without ModifyTicket should not be able to search for email addresses, and nobody should be able to search for %. Has anyone else noticed this behavior? Thanks, Claude Schrader ps. thanks for RT, its been great for us. - we have managed to roll a number of legacy tools into it, having one place for everything *************************************************************************** Claude M. Schrader 302-295-4707 Network Technician 215-701-6500 x4707 Consult Dynamics/DCANet 888-4DCANet (888-432-2638) cschrader at dca.net http://www.dca.net **************************************************************************** -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From kate.wilson at inforonics.com Wed Apr 26 15:04:24 2006 From: kate.wilson at inforonics.com (kate.wilson) Date: Wed, 26 Apr 2006 15:04:24 -0400 Subject: [rt-users] cc only kinda working Message-ID: <33B899FC85A1D31194F700508B0EF40F15DF4A4E@nsinf03.inforonics.net> I have RT 3.4.4 installed and has been used for a while now. Here's my problem: In a ticket that already exists, a user click reply. IF the user adds an email address into "CC" at the top of the ticket (right above the "subject" field) the email does not go to that recipient. Now, anyone that is on the "cc" list below the "Message" box on the ticket gets a copy of it just fine (i.e. the watch as cc people). What am i obviosuly overlooking here? Thanks! _Kate Wilson From klusk at brit.com Wed Apr 26 15:25:47 2006 From: klusk at brit.com (Kristopher Lusk) Date: Wed, 26 Apr 2006 14:25:47 -0500 Subject: [rt-users] cc only kinda working In-Reply-To: <33B899FC85A1D31194F700508B0EF40F15DF4A4E@nsinf03.inforonics.net> Message-ID: <20060426192546.97EE7A3AE6@mail.brit.com> You need a Scrip that says "On Correspond Notify Ccs with template Correspondence". You probably just have one that says "On Correspond Notify AdminCcs with template Correspondence". Kris -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of kate.wilson Sent: Wednesday, April 26, 2006 2:04 PM To: 'rt-users at lists.bestpractical.com' Subject: [rt-users] cc only kinda working I have RT 3.4.4 installed and has been used for a while now. Here's my problem: In a ticket that already exists, a user click reply. IF the user adds an email address into "CC" at the top of the ticket (right above the "subject" field) the email does not go to that recipient. Now, anyone that is on the "cc" list below the "Message" box on the ticket gets a copy of it just fine (i.e. the watch as cc people). What am i obviosuly overlooking here? Thanks! _Kate Wilson _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From kate.wilson at inforonics.com Wed Apr 26 15:31:41 2006 From: kate.wilson at inforonics.com (kate.wilson) Date: Wed, 26 Apr 2006 15:31:41 -0400 Subject: [rt-users] cc only kinda working Message-ID: <33B899FC85A1D31194F700508B0EF40F15DF4A51@nsinf03.inforonics.net> Thank you for the response! I have the default already set up: "On Correspond Notify Requestors and Ccs with template Correspondence" and it does notify CC's that have been assigned below the message text bow, just not the one above it. -----Original Message----- From: Kristopher Lusk [mailto:klusk at brit.com] Sent: Wednesday, April 26, 2006 3:26 PM To: 'kate.wilson'; rt-users at lists.bestpractical.com Subject: RE: [rt-users] cc only kinda working You need a Scrip that says "On Correspond Notify Ccs with template Correspondence". You probably just have one that says "On Correspond Notify AdminCcs with template Correspondence". Kris -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of kate.wilson Sent: Wednesday, April 26, 2006 2:04 PM To: 'rt-users at lists.bestpractical.com' Subject: [rt-users] cc only kinda working I have RT 3.4.4 installed and has been used for a while now. Here's my problem: In a ticket that already exists, a user click reply. IF the user adds an email address into "CC" at the top of the ticket (right above the "subject" field) the email does not go to that recipient. Now, anyone that is on the "cc" list below the "Message" box on the ticket gets a copy of it just fine (i.e. the watch as cc people). What am i obviosuly overlooking here? Thanks! _Kate Wilson _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From jcolson at voidgate.org Wed Apr 26 15:36:38 2006 From: jcolson at voidgate.org (Joshua Colson) Date: Wed, 26 Apr 2006 12:36:38 -0700 Subject: [rt-users] possible permissions (ModifyTicket) bug in 3.4.5? In-Reply-To: <20060426181633.GD27261@dca.net> References: <20060426181633.GD27261@dca.net> Message-ID: <1146080198.7027.90.camel@s60r.ination.com> On Wed, 2006-04-26 at 14:16 -0400, Claude M. Schrader wrote: > Hello, > We have been removing all global permissions from the Privileged user > group on our RT install, to let some important customers have access to > their own support queue. In doing this, we seem to have stumbled on what > appears to be a bug with the ModifyTicket setting. The user is able to > search for email addresses through the "People" area of a ticket, and > return a list of every email address known to rt. > I don't think this is a bug, more like a feature. RT makes the assumption that Privileged users are just that, privileged. What it seems you're attempting to do (setup mini-instances using queues) is not how RT is designed to operate (to my understanding). However, that being said, you should be able to add your own custom Rights to handle your situation. There may even be somebody who has done it already. -- Joshua Colson From paul at boldra.com Wed Apr 26 15:33:19 2006 From: paul at boldra.com (Boldra) Date: Wed, 26 Apr 2006 21:33:19 +0200 Subject: [rt-users] setQueue or SetQueue? Message-ID: <444FCAFF.5040408@boldra.com> I'm using 3.5.6 and was having problems debugging a scrip with setQueue. I don't know quite what the difference between setQueue and SetQueue is, but when I called setQueue from my scrip, I got a positive return code and success message, but the ticket wasn't moved. It only worked properly when I used SetQueue. Boldra Lead Developer ticketsystem.de From klusk at brit.com Wed Apr 26 15:42:52 2006 From: klusk at brit.com (Kristopher Lusk) Date: Wed, 26 Apr 2006 14:42:52 -0500 Subject: [rt-users] cc only kinda working In-Reply-To: <33B899FC85A1D31194F700508B0EF40F15DF4A51@nsinf03.inforonics.net> Message-ID: <20060426194251.5101DA3AE3@mail.brit.com> You're welcome. Hmmm that's interesting. Well, I'm not sure how to fix that in the code. But if you click the [Save Changes] button before you click the [Update Ticket] button, don't the new CCs you add in the 'CC:' text box get added to the list of recipients below the 'Message:' text box? Kris -----Original Message----- From: kate.wilson [mailto:kate.wilson at inforonics.com] Sent: Wednesday, April 26, 2006 2:32 PM To: 'Kristopher Lusk'; kate.wilson; rt-users at lists.bestpractical.com Subject: RE: [rt-users] cc only kinda working Thank you for the response! I have the default already set up: "On Correspond Notify Requestors and Ccs with template Correspondence" and it does notify CC's that have been assigned below the message text bow, just not the one above it. -----Original Message----- From: Kristopher Lusk [mailto:klusk at brit.com] Sent: Wednesday, April 26, 2006 3:26 PM To: 'kate.wilson'; rt-users at lists.bestpractical.com Subject: RE: [rt-users] cc only kinda working You need a Scrip that says "On Correspond Notify Ccs with template Correspondence". You probably just have one that says "On Correspond Notify AdminCcs with template Correspondence". Kris -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of kate.wilson Sent: Wednesday, April 26, 2006 2:04 PM To: 'rt-users at lists.bestpractical.com' Subject: [rt-users] cc only kinda working I have RT 3.4.4 installed and has been used for a while now. Here's my problem: In a ticket that already exists, a user click reply. IF the user adds an email address into "CC" at the top of the ticket (right above the "subject" field) the email does not go to that recipient. Now, anyone that is on the "cc" list below the "Message" box on the ticket gets a copy of it just fine (i.e. the watch as cc people). What am i obviosuly overlooking here? Thanks! _Kate Wilson _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From kate.wilson at inforonics.com Wed Apr 26 16:01:23 2006 From: kate.wilson at inforonics.com (kate.wilson) Date: Wed, 26 Apr 2006 16:01:23 -0400 Subject: [rt-users] cc only kinda working Message-ID: <33B899FC85A1D31194F700508B0EF40F15DF4A52@nsinf03.inforonics.net> If add kate.wilson at inforonics.com into the cc field and then click save changes then update the following gets placed in the ticket: "RT-Send-CC: kate.wilson at inforonics.com" But in the outgoing email, the cc does not get added. this is very strange. could it be a permissioning thing or perhaps a scrip issue? thanks for helping me try to sort this out! _kate -----Original Message----- From: Kristopher Lusk [mailto:klusk at brit.com] Sent: Wednesday, April 26, 2006 3:43 PM To: 'kate.wilson'; rt-users at lists.bestpractical.com Subject: RE: [rt-users] cc only kinda working You're welcome. Hmmm that's interesting. Well, I'm not sure how to fix that in the code. But if you click the [Save Changes] button before you click the [Update Ticket] button, don't the new CCs you add in the 'CC:' text box get added to the list of recipients below the 'Message:' text box? Kris -----Original Message----- From: kate.wilson [mailto:kate.wilson at inforonics.com] Sent: Wednesday, April 26, 2006 2:32 PM To: 'Kristopher Lusk'; kate.wilson; rt-users at lists.bestpractical.com Subject: RE: [rt-users] cc only kinda working Thank you for the response! I have the default already set up: "On Correspond Notify Requestors and Ccs with template Correspondence" and it does notify CC's that have been assigned below the message text bow, just not the one above it. -----Original Message----- From: Kristopher Lusk [mailto:klusk at brit.com] Sent: Wednesday, April 26, 2006 3:26 PM To: 'kate.wilson'; rt-users at lists.bestpractical.com Subject: RE: [rt-users] cc only kinda working You need a Scrip that says "On Correspond Notify Ccs with template Correspondence". You probably just have one that says "On Correspond Notify AdminCcs with template Correspondence". Kris -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of kate.wilson Sent: Wednesday, April 26, 2006 2:04 PM To: 'rt-users at lists.bestpractical.com' Subject: [rt-users] cc only kinda working I have RT 3.4.4 installed and has been used for a while now. Here's my problem: In a ticket that already exists, a user click reply. IF the user adds an email address into "CC" at the top of the ticket (right above the "subject" field) the email does not go to that recipient. Now, anyone that is on the "cc" list below the "Message" box on the ticket gets a copy of it just fine (i.e. the watch as cc people). What am i obviosuly overlooking here? Thanks! _Kate Wilson _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From kate.wilson at inforonics.com Wed Apr 26 16:07:44 2006 From: kate.wilson at inforonics.com (kate.wilson) Date: Wed, 26 Apr 2006 16:07:44 -0400 Subject: [rt-users] cc only kinda working Message-ID: <33B899FC85A1D31194F700508B0EF40F15DF4A54@nsinf03.inforonics.net> it doesn't work even if it's someone else's email address. i have also tried google and yahoo addresses. thanks, at least i know now not to test with my own email. _kate -----Original Message----- From: tmaciak at ci.grand-rapids.mi.us [mailto:tmaciak at ci.grand-rapids.mi.us] Sent: Wednesday, April 26, 2006 4:05 PM To: kate.wilson at inforonics.com; klusk at brit.com; rt-users at lists.bestpractical.com Subject: RE: [rt-users] cc only kinda working I have found that RT never emails you if you enter your address and are logged in as that user (with that address). Yes indeed kind of strange, but maybe it figures why send an email to yourself when you are the one doing the updating/creating etc. ?? T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 -----Original Message----- From: kate.wilson [mailto:kate.wilson at inforonics.com] Sent: Wednesday, April 26, 2006 4:01 PM To: 'Kristopher Lusk'; kate.wilson; rt-users at lists.bestpractical.com Subject: RE: [rt-users] cc only kinda working If add kate.wilson at inforonics.com into the cc field and then click save changes then update the following gets placed in the ticket: "RT-Send-CC: kate.wilson at inforonics.com" But in the outgoing email, the cc does not get added. this is very strange. could it be a permissioning thing or perhaps a scrip issue? thanks for helping me try to sort this out! _kate -----Original Message----- From: Kristopher Lusk [mailto:klusk at brit.com] Sent: Wednesday, April 26, 2006 3:43 PM To: 'kate.wilson'; rt-users at lists.bestpractical.com Subject: RE: [rt-users] cc only kinda working You're welcome. Hmmm that's interesting. Well, I'm not sure how to fix that in the code. But if you click the [Save Changes] button before you click the [Update Ticket] button, don't the new CCs you add in the 'CC:' text box get added to the list of recipients below the 'Message:' text box? Kris -----Original Message----- From: kate.wilson [mailto:kate.wilson at inforonics.com] Sent: Wednesday, April 26, 2006 2:32 PM To: 'Kristopher Lusk'; kate.wilson; rt-users at lists.bestpractical.com Subject: RE: [rt-users] cc only kinda working Thank you for the response! I have the default already set up: "On Correspond Notify Requestors and Ccs with template Correspondence" and it does notify CC's that have been assigned below the message text bow, just not the one above it. -----Original Message----- From: Kristopher Lusk [mailto:klusk at brit.com] Sent: Wednesday, April 26, 2006 3:26 PM To: 'kate.wilson'; rt-users at lists.bestpractical.com Subject: RE: [rt-users] cc only kinda working You need a Scrip that says "On Correspond Notify Ccs with template Correspondence". You probably just have one that says "On Correspond Notify AdminCcs with template Correspondence". Kris -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of kate.wilson Sent: Wednesday, April 26, 2006 2:04 PM To: 'rt-users at lists.bestpractical.com' Subject: [rt-users] cc only kinda working I have RT 3.4.4 installed and has been used for a while now. Here's my problem: In a ticket that already exists, a user click reply. IF the user adds an email address into "CC" at the top of the ticket (right above the "subject" field) the email does not go to that recipient. Now, anyone that is on the "cc" list below the "Message" box on the ticket gets a copy of it just fine (i.e. the watch as cc people). What am i obviosuly overlooking here? Thanks! _Kate Wilson _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From tmaciak at ci.grand-rapids.mi.us Wed Apr 26 16:04:47 2006 From: tmaciak at ci.grand-rapids.mi.us (tmaciak at ci.grand-rapids.mi.us) Date: Wed, 26 Apr 2006 16:04:47 -0400 Subject: [rt-users] cc only kinda working Message-ID: <"H0000c1a015b792f.1146081886.frozone1.grand-rapids.mi.us*"@MHS> I have found that RT never emails you if you enter your address and are logged in as that user (with that address). Yes indeed kind of strange, but maybe it figures why send an email to yourself when you are the one doing the updating/creating etc. ?? T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 -----Original Message----- From: kate.wilson [mailto:kate.wilson at inforonics.com] Sent: Wednesday, April 26, 2006 4:01 PM To: 'Kristopher Lusk'; kate.wilson; rt-users at lists.bestpractical.com Subject: RE: [rt-users] cc only kinda working If add kate.wilson at inforonics.com into the cc field and then click save changes then update the following gets placed in the ticket: "RT-Send-CC: kate.wilson at inforonics.com" But in the outgoing email, the cc does not get added. this is very strange. could it be a permissioning thing or perhaps a scrip issue? thanks for helping me try to sort this out! _kate -----Original Message----- From: Kristopher Lusk [mailto:klusk at brit.com] Sent: Wednesday, April 26, 2006 3:43 PM To: 'kate.wilson'; rt-users at lists.bestpractical.com Subject: RE: [rt-users] cc only kinda working You're welcome. Hmmm that's interesting. Well, I'm not sure how to fix that in the code. But if you click the [Save Changes] button before you click the [Update Ticket] button, don't the new CCs you add in the 'CC:' text box get added to the list of recipients below the 'Message:' text box? Kris -----Original Message----- From: kate.wilson [mailto:kate.wilson at inforonics.com] Sent: Wednesday, April 26, 2006 2:32 PM To: 'Kristopher Lusk'; kate.wilson; rt-users at lists.bestpractical.com Subject: RE: [rt-users] cc only kinda working Thank you for the response! I have the default already set up: "On Correspond Notify Requestors and Ccs with template Correspondence" and it does notify CC's that have been assigned below the message text bow, just not the one above it. -----Original Message----- From: Kristopher Lusk [mailto:klusk at brit.com] Sent: Wednesday, April 26, 2006 3:26 PM To: 'kate.wilson'; rt-users at lists.bestpractical.com Subject: RE: [rt-users] cc only kinda working You need a Scrip that says "On Correspond Notify Ccs with template Correspondence". You probably just have one that says "On Correspond Notify AdminCcs with template Correspondence". Kris -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of kate.wilson Sent: Wednesday, April 26, 2006 2:04 PM To: 'rt-users at lists.bestpractical.com' Subject: [rt-users] cc only kinda working I have RT 3.4.4 installed and has been used for a while now. Here's my problem: In a ticket that already exists, a user click reply. IF the user adds an email address into "CC" at the top of the ticket (right above the "subject" field) the email does not go to that recipient. Now, anyone that is on the "cc" list below the "Message" box on the ticket gets a copy of it just fine (i.e. the watch as cc people). What am i obviosuly overlooking here? Thanks! _Kate Wilson _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From kfh at mqsoftware.com Wed Apr 26 16:17:21 2006 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Wed, 26 Apr 2006 15:17:21 -0500 Subject: [rt-users] cc only kinda working Message-ID: <63BEA5E623E09F4D92233FB12A9F794309BA1A@emailmn.mqsoftware.com> This is the default behavior. Clipped from /opt/rt3/etc/RT_Config.pm: # By default, RT doesn't notify the person who performs an update, as they # already know what they've done. If you'd like to change this behaviour, # Set $NotifyActor to 1 Set($NotifyActor, 0); NOTE: if you want to change this, add: Set($NotifyActor, 1); To /opt/rt3/etc/RT_SiteConfig.pm (don't ever change RT_Config.pm itself). -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of tmaciak at ci.grand- > rapids.mi.us > Sent: Wednesday, April 26, 2006 3:05 PM > To: kate.wilson at inforonics.com; klusk at brit.com; rt- > users at lists.bestpractical.com > Subject: RE: [rt-users] cc only kinda working > > I have found that RT never emails you if you enter your address and > are logged in as that user (with that address). > > Yes indeed kind of strange, but maybe it figures why send an email to > yourself when you are the one doing the updating/creating etc. ?? > > T.J. Maciak > > Internet/Intranet Developer > Department of IT > City of Grand Rapids > P: (616)456-3713 > F: (616)456-3448 > > > -----Original Message----- > From: kate.wilson [mailto:kate.wilson at inforonics.com] > Sent: Wednesday, April 26, 2006 4:01 PM > To: 'Kristopher Lusk'; kate.wilson; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] cc only kinda working > > If add kate.wilson at inforonics.com into the cc field and then click > save > changes then update the following gets placed in the ticket: > > "RT-Send-CC: kate.wilson at inforonics.com" > > But in the outgoing email, the cc does not get added. this is very > strange. > could it be a permissioning thing or perhaps a scrip issue? > > thanks for helping me try to sort this out! > > _kate > > -----Original Message----- > From: Kristopher Lusk [mailto:klusk at brit.com] > Sent: Wednesday, April 26, 2006 3:43 PM > To: 'kate.wilson'; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] cc only kinda working > > > You're welcome. > > Hmmm that's interesting. Well, I'm not sure how to fix that in the > code. > But if you click the [Save Changes] button before you click the > [Update > Ticket] button, don't the new CCs you add in the 'CC:' text box get > added to > the list of recipients below the 'Message:' text box? > > Kris > > -----Original Message----- > From: kate.wilson [mailto:kate.wilson at inforonics.com] > Sent: Wednesday, April 26, 2006 2:32 PM > To: 'Kristopher Lusk'; kate.wilson; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] cc only kinda working > > Thank you for the response! > > I have the default already set up: > "On Correspond Notify Requestors and Ccs with template Correspondence" > > and it does notify CC's that have been assigned below the message text > bow, > just not the one above it. > > > > > -----Original Message----- > From: Kristopher Lusk [mailto:klusk at brit.com] > Sent: Wednesday, April 26, 2006 3:26 PM > To: 'kate.wilson'; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] cc only kinda working > > > You need a Scrip that says "On Correspond Notify Ccs with template > Correspondence". You probably just have one that says "On Correspond > Notify > AdminCcs with template Correspondence". > > Kris > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of > kate.wilson > Sent: Wednesday, April 26, 2006 2:04 PM > To: 'rt-users at lists.bestpractical.com' > Subject: [rt-users] cc only kinda working > > I have RT 3.4.4 installed and has been used for a while now. Here's my > problem: > > In a ticket that already exists, a user click reply. IF the user adds > an > email address into "CC" at the top of the ticket (right above the > "subject" > field) the email does not go to that recipient. Now, anyone that is on > the > "cc" list below the "Message" box on the ticket gets a copy of it just > fine > (i.e. the watch as cc people). > > What am i obviosuly overlooking here? > > Thanks! > > _Kate Wilson > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html From kate.wilson at inforonics.com Wed Apr 26 16:23:05 2006 From: kate.wilson at inforonics.com (kate.wilson) Date: Wed, 26 Apr 2006 16:23:05 -0400 Subject: [rt-users] cc only kinda working Message-ID: <33B899FC85A1D31194F700508B0EF40F15DF4A56@nsinf03.inforonics.net> Hi, Ok so the problem is fixed thanks to many responses to my email. this list rocks! anyway... so i added a global scrip that is "on transaction", "notify other recipients" using "global template transaction". thank you joseph for your help!!! I'm sure there may be other ways to "fix" it, but this seems to be working. Thanks everyone =) _kate -----Original Message----- From: Kelly F. Hickel [mailto:kfh at mqsoftware.com] Sent: Wednesday, April 26, 2006 4:17 PM To: tmaciak at ci.grand-rapids.mi.us; kate.wilson at inforonics.com; klusk at brit.com; rt-users at lists.bestpractical.com Subject: RE: [rt-users] cc only kinda working This is the default behavior. Clipped from /opt/rt3/etc/RT_Config.pm: # By default, RT doesn't notify the person who performs an update, as they # already know what they've done. If you'd like to change this behaviour, # Set $NotifyActor to 1 Set($NotifyActor, 0); NOTE: if you want to change this, add: Set($NotifyActor, 1); To /opt/rt3/etc/RT_SiteConfig.pm (don't ever change RT_Config.pm itself). -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of tmaciak at ci.grand- > rapids.mi.us > Sent: Wednesday, April 26, 2006 3:05 PM > To: kate.wilson at inforonics.com; klusk at brit.com; rt- > users at lists.bestpractical.com > Subject: RE: [rt-users] cc only kinda working > > I have found that RT never emails you if you enter your address and > are logged in as that user (with that address). > > Yes indeed kind of strange, but maybe it figures why send an email to > yourself when you are the one doing the updating/creating etc. ?? > > T.J. Maciak > > Internet/Intranet Developer > Department of IT > City of Grand Rapids > P: (616)456-3713 > F: (616)456-3448 > > > -----Original Message----- > From: kate.wilson [mailto:kate.wilson at inforonics.com] > Sent: Wednesday, April 26, 2006 4:01 PM > To: 'Kristopher Lusk'; kate.wilson; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] cc only kinda working > > If add kate.wilson at inforonics.com into the cc field and then click > save > changes then update the following gets placed in the ticket: > > "RT-Send-CC: kate.wilson at inforonics.com" > > But in the outgoing email, the cc does not get added. this is very > strange. > could it be a permissioning thing or perhaps a scrip issue? > > thanks for helping me try to sort this out! > > _kate > > -----Original Message----- > From: Kristopher Lusk [mailto:klusk at brit.com] > Sent: Wednesday, April 26, 2006 3:43 PM > To: 'kate.wilson'; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] cc only kinda working > > > You're welcome. > > Hmmm that's interesting. Well, I'm not sure how to fix that in the > code. > But if you click the [Save Changes] button before you click the > [Update > Ticket] button, don't the new CCs you add in the 'CC:' text box get > added to > the list of recipients below the 'Message:' text box? > > Kris > > -----Original Message----- > From: kate.wilson [mailto:kate.wilson at inforonics.com] > Sent: Wednesday, April 26, 2006 2:32 PM > To: 'Kristopher Lusk'; kate.wilson; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] cc only kinda working > > Thank you for the response! > > I have the default already set up: > "On Correspond Notify Requestors and Ccs with template Correspondence" > > and it does notify CC's that have been assigned below the message text > bow, > just not the one above it. > > > > > -----Original Message----- > From: Kristopher Lusk [mailto:klusk at brit.com] > Sent: Wednesday, April 26, 2006 3:26 PM > To: 'kate.wilson'; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] cc only kinda working > > > You need a Scrip that says "On Correspond Notify Ccs with template > Correspondence". You probably just have one that says "On Correspond > Notify > AdminCcs with template Correspondence". > > Kris > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of > kate.wilson > Sent: Wednesday, April 26, 2006 2:04 PM > To: 'rt-users at lists.bestpractical.com' > Subject: [rt-users] cc only kinda working > > I have RT 3.4.4 installed and has been used for a while now. Here's my > problem: > > In a ticket that already exists, a user click reply. IF the user adds > an > email address into "CC" at the top of the ticket (right above the > "subject" > field) the email does not go to that recipient. Now, anyone that is on > the > "cc" list below the "Message" box on the ticket gets a copy of it just > fine > (i.e. the watch as cc people). > > What am i obviosuly overlooking here? > > Thanks! > > _Kate Wilson > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html From putzoa at gmx.de Wed Apr 26 16:28:02 2006 From: putzoa at gmx.de (Andreas Putzo) Date: Wed, 26 Apr 2006 22:28:02 +0200 Subject: [rt-users] cc only kinda working In-Reply-To: <33B899FC85A1D31194F700508B0EF40F15DF4A51@nsinf03.inforonics.net> References: <33B899FC85A1D31194F700508B0EF40F15DF4A51@nsinf03.inforonics.net> Message-ID: <200604262228.02507.putzoa@gmx.de> On Wednesday 26 April 2006 21:31, kate.wilson wrote: > I have the default already set up: > "On Correspond Notify Requestors and Ccs with template Correspondence" > > and it does notify CC's that have been assigned below the message text > bow, just not the one above it. You have to create a scrip "On Correspond Notify Other Recipients". The Cc and Bcc fields are not the same as ticket watchers, which is imho somewhat confusing. regards, Andreas Putzo From taan at cryologic.com Wed Apr 26 17:22:15 2006 From: taan at cryologic.com (taan lindemans) Date: Thu, 27 Apr 2006 07:22:15 +1000 Subject: [rt-users] Admin Cc Message-ID: <1146086535.444fe4878a462@webmail3.comcen.com.au> I was wondering if it is possible to display the queue Admin CC in the Create a new ticket Web interface. Currently there is a field for adding a new Admin CC but it does not display the Admin CC already assigned to the queue. I can understand why you wouldn't want to display this when unpriveleged users enter tickets, but it could be shown to users with correct ACL's. Taan From victor at ambra.ro Wed Apr 26 17:42:30 2006 From: victor at ambra.ro (Sterpu Victor) Date: Thu, 27 Apr 2006 00:42:30 +0300 Subject: [rt-users] javascript hideshow function Message-ID: <001e01c6697a$52363a50$eb186150@ambrac11> I use mozilla and the hideshow function sometimes does not work. The chunk always dissepears, but sometimes I can't make it appear back. I don't have this problem in internet explorer. This is the function: 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"; } } -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Wed Apr 26 19:22:10 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 27 Apr 2006 03:22:10 +0400 Subject: [rt-users] possible permissions (ModifyTicket) bug in 3.4.5? In-Reply-To: <1146080198.7027.90.camel@s60r.ination.com> References: <20060426181633.GD27261@dca.net> <1146080198.7027.90.camel@s60r.ination.com> Message-ID: <589c94400604261622v8e2e854g42cef91410c3efaf@mail.gmail.com> On 4/26/06, Joshua Colson wrote: > On Wed, 2006-04-26 at 14:16 -0400, Claude M. Schrader wrote: > > Hello, > > We have been removing all global permissions from the Privileged user > > group on our RT install, to let some important customers have access to > > their own support queue. In doing this, we seem to have stumbled on what > > appears to be a bug with the ModifyTicket setting. The user is able to > > search for email addresses through the "People" area of a ticket, and > > return a list of every email address known to rt. > > '%' in searches is really feature and works like wildcard. I agree that if you couldn't modify people then you shouldn't be able to get list of the users. > > I don't think this is a bug, more like a feature. RT makes the > assumption that Privileged users are just that, privileged. I don't agree with this. Privileged are people who can have some privileges given to them directly or via groups membership. > > What it seems you're attempting to do (setup mini-instances using > queues) is not how RT is designed to operate (to my understanding). > However, that being said, you should be able to add your own custom > Rights to handle your situation. There may even be somebody who has done > it already. And I don't agree with this too. RT is not well designed for setups with many queues (one queue per customer for example), but works good with one 'support' queue for all support requests from customers. > > > -- > Joshua Colson > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From ted at serreyn.com Wed Apr 26 21:49:37 2006 From: ted at serreyn.com (Ted Serreyn) Date: Wed, 26 Apr 2006 20:49:37 -0500 Subject: [rt-users] issues with RT on gentoo suddenly? Message-ID: <001201c6699c$d9e25020$0e14140a@ad.serreyn.com> Have you seen any issues with RT suddenly requiring a login for every link that is clicked? Very annoying, and I am finding nothing in the logs. -- Ted Serreyn Phone: 262-432-0260 Fax: 262-432-0232 Serreyn Network Services, LLC http://www.serreyn.com/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From mouse at Rodents.Montreal.QC.CA Wed Apr 26 22:57:05 2006 From: mouse at Rodents.Montreal.QC.CA (der Mouse) Date: Wed, 26 Apr 2006 22:57:05 -0400 (EDT) Subject: [rt-users] issues with RT on gentoo suddenly? In-Reply-To: <001201c6699c$d9e25020$0e14140a@ad.serreyn.com> References: <001201c6699c$d9e25020$0e14140a@ad.serreyn.com> Message-ID: <200604270258.WAA09918@Sparkle.Rodents.Montreal.QC.CA> > Have you seen any issues with RT suddenly requiring a login for every > link that is clicked? Very annoying, and I am finding nothing in the > logs. Offhand, this sounds like "cookies are disabled". Have you checked out that possibility? /~\ The ASCII der Mouse \ / Ribbon Campaign X Against HTML mouse at rodents.montreal.qc.ca / \ Email! 7D C8 61 52 5D E7 2D 39 4E F1 31 3E E8 B3 27 4B From ted at serreyn.com Wed Apr 26 23:16:54 2006 From: ted at serreyn.com (Ted Serreyn) Date: Wed, 26 Apr 2006 22:16:54 -0500 Subject: [rt-users] issues with RT on gentoo suddenly? In-Reply-To: <200604270258.WAA09918@Sparkle.Rodents.Montreal.QC.CA> Message-ID: <006c01c669a9$09118350$0e14140a@ad.serreyn.com> Checked, cookies are still enabled, no changes to my RT config, more likely some supporting software upgrade broke things (mason?). more details. Rt-3.4.5, apache2, mod_perl2, gentoo based system I just finished re-installing latest version of the RT perl modules, mason, and apache, with no change in how it works. -- Ted Serreyn Phone: 262-432-0260 Fax: 262-432-0232 Serreyn Network Services, LLC http://www.serreyn.com/ -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of der Mouse Sent: Wednesday, April 26, 2006 9:57 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] issues with RT on gentoo suddenly? > Have you seen any issues with RT suddenly requiring a login for every > link that is clicked? Very annoying, and I am finding nothing in the > logs. Offhand, this sounds like "cookies are disabled". Have you checked out that possibility? /~\ The ASCII der Mouse \ / Ribbon Campaign X Against HTML mouse at rodents.montreal.qc.ca / \ Email! 7D C8 61 52 5D E7 2D 39 4E F1 31 3E E8 B3 27 4B _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From ted at serreyn.com Wed Apr 26 23:35:19 2006 From: ted at serreyn.com (Ted Serreyn) Date: Wed, 26 Apr 2006 22:35:19 -0500 Subject: [rt-users] issues with RT on gentoo suddenly? In-Reply-To: <008f01c669aa$b3ecb870$1cc6a8c0@CCF068A4B0192D> Message-ID: <006d01c669ab$a42833a0$0e14140a@ad.serreyn.com> Specifically what did you change, as I have my support site in my trusted sites list and I see nothing blocked. I have also explicitly allowed cookies from the site. Ted -- Ted Serreyn Phone: 262-432-0260 Fax: 262-432-0232 Serreyn Network Services, LLC http://www.serreyn.com/ -----Original Message----- From: ?? [mailto:ran.chen at net263.com] Sent: Wednesday, April 26, 2006 10:29 PM To: Ted Serreyn; 'der Mouse'; rt-users at lists.bestpractical.com Subject: Re: [rt-users] issues with RT on gentoo suddenly? I met the same situation a few days ago. I enabled cookies but it didn't work. Finally after I checked the setings of my Internet Explore, I found out that my RT site was blocked by Security and Privacy setings of my Internet Explore. I changed those setings back and it worked. ----- Original Message ----- From: "Ted Serreyn" To: "'der Mouse'" ; Sent: Thursday, April 27, 2006 11:16 AM Subject: RE: [rt-users] issues with RT on gentoo suddenly? > Checked, cookies are still enabled, no changes to my RT config, more likely > some supporting software upgrade broke things (mason?). > > more details. > Rt-3.4.5, apache2, mod_perl2, gentoo based system > > > I just finished re-installing latest version of the RT perl modules, mason, > and apache, with no change in how it works. > > > -- > Ted Serreyn Phone: 262-432-0260 Fax: 262-432-0232 > Serreyn Network Services, LLC http://www.serreyn.com/ > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of der Mouse > Sent: Wednesday, April 26, 2006 9:57 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] issues with RT on gentoo suddenly? > >> Have you seen any issues with RT suddenly requiring a login for every >> link that is clicked? Very annoying, and I am finding nothing in the >> logs. > > Offhand, this sounds like "cookies are disabled". Have you checked out > that possibility? > > /~\ The ASCII der Mouse > \ / Ribbon Campaign > X Against HTML mouse at rodents.montreal.qc.ca > / \ Email! 7D C8 61 52 5D E7 2D 39 4E F1 31 3E E8 B3 27 4B > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > From ted at serreyn.com Wed Apr 26 23:38:00 2006 From: ted at serreyn.com (Ted Serreyn) Date: Wed, 26 Apr 2006 22:38:00 -0500 Subject: [rt-users] issues with RT on gentoo suddenly? In-Reply-To: <008f01c669aa$b3ecb870$1cc6a8c0@CCF068A4B0192D> Message-ID: <006e01c669ab$fb34e670$0e14140a@ad.serreyn.com> Also happens on a fresh install of firefox. I think this is server side. -- Ted Serreyn Phone: 262-432-0260 Fax: 262-432-0232 Serreyn Network Services, LLC http://www.serreyn.com/ -----Original Message----- From: ?? [mailto:ran.chen at net263.com] Sent: Wednesday, April 26, 2006 10:29 PM To: Ted Serreyn; 'der Mouse'; rt-users at lists.bestpractical.com Subject: Re: [rt-users] issues with RT on gentoo suddenly? I met the same situation a few days ago. I enabled cookies but it didn't work. Finally after I checked the setings of my Internet Explore, I found out that my RT site was blocked by Security and Privacy setings of my Internet Explore. I changed those setings back and it worked. ----- Original Message ----- From: "Ted Serreyn" To: "'der Mouse'" ; Sent: Thursday, April 27, 2006 11:16 AM Subject: RE: [rt-users] issues with RT on gentoo suddenly? > Checked, cookies are still enabled, no changes to my RT config, more likely > some supporting software upgrade broke things (mason?). > > more details. > Rt-3.4.5, apache2, mod_perl2, gentoo based system > > > I just finished re-installing latest version of the RT perl modules, mason, > and apache, with no change in how it works. > > > -- > Ted Serreyn Phone: 262-432-0260 Fax: 262-432-0232 > Serreyn Network Services, LLC http://www.serreyn.com/ > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of der Mouse > Sent: Wednesday, April 26, 2006 9:57 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] issues with RT on gentoo suddenly? > >> Have you seen any issues with RT suddenly requiring a login for every >> link that is clicked? Very annoying, and I am finding nothing in the >> logs. > > Offhand, this sounds like "cookies are disabled". Have you checked out > that possibility? > > /~\ The ASCII der Mouse > \ / Ribbon Campaign > X Against HTML mouse at rodents.montreal.qc.ca > / \ Email! 7D C8 61 52 5D E7 2D 39 4E F1 31 3E E8 B3 27 4B > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > From prasaddeshpande at bajajfinance.in Thu Apr 27 00:13:23 2006 From: prasaddeshpande at bajajfinance.in (Prasad Deshpande) Date: Thu, 27 Apr 2006 09:43:23 +0530 Subject: [rt-users] Moving a ticket based on the subject line Message-ID: <39849E3E98E2CC47BB85B08735347FE3041F5F6E@balakexmb01.bajajauto.co.in> Hi, I am using RT 3.2.3, I have set one email-id for the helpdesk. Now based on the subject I want to transfer the tickets to different queues. For example, I have assigned helpdesk at xyz.com email-id to queue called general. Now based on the subject like 'PC', 'Software', 'Email' I want to move the tickets to PCQueue, SoftwareQueue, EmailQueue respectively. Is anybody had implement this? Any help will be greatly appreciated. Thanks. Prasad Deshpande DISCLAIMER: This message,including any attachments contains confidential and privileged information for the sole use of the intended recipient(s), and is protected by law. If you are not the intended recipient, please destroy all copies of the original message. Any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful. Bajaj Auto reserves the right to record, monitor, and inspect all email communications through its internal and external networks. Your messages shall be subject to such lawful supervision as Bajaj Auto deems necessary in order to protect its information, interests and reputation. Bajaj Auto prohibits and takes steps to prevent its information systems from being used to view, store or forward offensive or discriminatory material. If this message contains such material, please report it to abuse at bajajauto.co.in. -------------- next part -------------- An HTML attachment was scrubbed... URL: From rrindels at gmail.com Thu Apr 27 00:27:47 2006 From: rrindels at gmail.com (Rodney Rindels) Date: Wed, 26 Apr 2006 22:27:47 -0600 Subject: [rt-users] Moving a ticket based on the subject line In-Reply-To: <39849E3E98E2CC47BB85B08735347FE3041F5F6E@balakexmb01.bajajauto.co.in> References: <39849E3E98E2CC47BB85B08735347FE3041F5F6E@balakexmb01.bajajauto.co.in> Message-ID: Two ways I know of to accomplish this, most easy would be to create seperate emails for each one, and have your email handler do it for you, but if you must do it after the fact an on transaction scrip could pull this off for you. something like this perhaps in your on "action cleanup" my $ticketObj = $self->TicketObj; #Map where item to find in subject,Queue to assign to. my %queuemap = ('PC','PCQueue', 'SOFTWARE','SoftwareQueue', 'EMAIL','EmailQueue'); foreach my $search(sort keys %queuemap) { if ($ticketObj->subject =~/\Q$search\E/) { my ($status, $msg) = $ticketObj->SetQueue($queuemap{$search}); unless ($status) { $RT::Logger->warning("unable to set new queue: $msg"); return undef; } last; }; }; return 1; of course this will map the first occurrance , so a subject saying "PC SOFTWARE" would get placed in the PC queue. Hope this helps (I'm sure somebody will have a more elegant solution)... Rodney On 4/26/06, Prasad Deshpande wrote: > > Hi, > > > > I am using RT 3.2.3, I have set one email-id for the helpdesk. Now based > on the subject I want to transfer the tickets to different queues. > > > > For example, I have assigned helpdesk at xyz.com email-id to queue called > general. Now based on the subject like 'PC', 'Software', 'Email' I want to > move the tickets to PCQueue, SoftwareQueue, EmailQueue respectively. > > > > Is anybody had implement this? Any help will be greatly appreciated. > > > > Thanks. > > Prasad Deshpande > > > > > > DISCLAIMER: > This message,including any attachments contains confidential and > privileged information for the sole use of the intended recipient(s), and is > protected by law. If you are not the intended recipient, please destroy all > copies of the original message. Any unauthorized review, use, disclosure, > dissemination, forwarding, printing or copying of this email or any action > taken in reliance on this e-mail is strictly prohibited and may be unlawful. > Bajaj Auto reserves the right to record, monitor, and inspect all email > communications through its internal and external networks. Your messages > shall be subject to such lawful supervision as Bajaj Auto deems necessary in > order to protect its information, interests and reputation. Bajaj Auto > prohibits and takes steps to prevent its information systems from being used > to view, store or forward offensive or discriminatory material. If this > message contains such material, please report it to abuse at bajajauto.co.in. > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ran.chen at net263.com Wed Apr 26 23:28:41 2006 From: ran.chen at net263.com (=?UTF-8?B?6ZmI54S2?=) Date: Thu, 27 Apr 2006 11:28:41 +0800 Subject: [rt-users] issues with RT on gentoo suddenly? References: <006c01c669a9$09118350$0e14140a@ad.serreyn.com> Message-ID: <008c01c669aa$ae813d20$1cc6a8c0@CCF068A4B0192D> I met the same situation a few days ago. I enabled cookies but it didn't work. Finally after I checked the setings of my Internet Explore, I found out that my RT site was blocked by Security and Privacy setings of my Internet Explore. I changed those setings back and it worked. ----- Original Message ----- From: "Ted Serreyn" To: "'der Mouse'" ; Sent: Thursday, April 27, 2006 11:16 AM Subject: RE: [rt-users] issues with RT on gentoo suddenly? > Checked, cookies are still enabled, no changes to my RT config, more likely > some supporting software upgrade broke things (mason?). > > more details. > Rt-3.4.5, apache2, mod_perl2, gentoo based system > > > I just finished re-installing latest version of the RT perl modules, mason, > and apache, with no change in how it works. > > > -- > Ted Serreyn Phone: 262-432-0260 Fax: 262-432-0232 > Serreyn Network Services, LLC http://www.serreyn.com/ > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of der Mouse > Sent: Wednesday, April 26, 2006 9:57 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] issues with RT on gentoo suddenly? > >> Have you seen any issues with RT suddenly requiring a login for every >> link that is clicked? Very annoying, and I am finding nothing in the >> logs. > > Offhand, this sounds like "cookies are disabled". Have you checked out > that possibility? > > /~\ The ASCII der Mouse > \ / Ribbon Campaign > X Against HTML mouse at rodents.montreal.qc.ca > / \ Email! 7D C8 61 52 5D E7 2D 39 4E F1 31 3E E8 B3 27 4B > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > From putzoa at gmx.de Thu Apr 27 00:38:44 2006 From: putzoa at gmx.de (Andreas Putzo) Date: Thu, 27 Apr 2006 06:38:44 +0200 Subject: [rt-users] Moving a ticket based on the subject line In-Reply-To: <39849E3E98E2CC47BB85B08735347FE3041F5F6E@balakexmb01.bajajauto.co.in> References: <39849E3E98E2CC47BB85B08735347FE3041F5F6E@balakexmb01.bajajauto.co.in> Message-ID: <200604270638.44546.putzoa@gmx.de> Hi, On Thursday 27 April 2006 06:13, Prasad Deshpande wrote: > I am using RT 3.2.3, I have set one email-id for the helpdesk. Now > based on the subject I want to transfer the tickets to different > queues. > > For example, I have assigned helpdesk at xyz.com email-id to queue called > general. Now based on the subject like 'PC', 'Software', 'Email' I > want to move the tickets to PCQueue, SoftwareQueue, EmailQueue > respectively. > > Is anybody had implement this? Any help will be greatly appreciated. I had used procmail or maildrop for this. You have to configure your MTA to forward all mails to procmail or maildrop, which then calls rt-mailgate with a different queue based on the subject line. Another way would be a scrip in queue general, which changes the queue accordingly. if ($self->TicketObj->Subject =~ /Software/) { my ($status, $msg) = $self->TicketObj->SetQeue("SoftwareQueue"); ... } regards, andreas From Sam.Howard at GMxTechnologies.com Thu Apr 27 00:59:51 2006 From: Sam.Howard at GMxTechnologies.com (Samuel P. Howard) Date: Wed, 26 Apr 2006 22:59:51 -0600 Subject: [rt-users] Detecting "new" ticket in a template In-Reply-To: <44298811.8020804@lbl.gov> References: <200603141930.k2EJU2gi023333@remora.cc.uic.edu> <44298811.8020804@lbl.gov> Message-ID: <44504FC7.5020906@GMxTechnologies.com> Hi. I have a customer who wants to tailor his template verbiage based upon if the ticket is New, Updated, or Resolved ... I was originally just going by the $Ticket->Status in the template, but they have a funny habit of creating the ticket with the "open" status. Obviously, this throws off the template. I have been trying to figure out if I can access the previous value of the $Ticket->Status, but so far have struck out. I've played with trying to get the list of transactions for the ticket, but if it's in there, I can't get the right magic to work. Currently, they are maintaining 3 different scrips so they can use 3 slightly different templates ... that seems sort of silly, and there should be a better way. Any suggestions or code fragments? Thanks! Sam From john.habermann at wilderness.org.au Thu Apr 27 03:05:03 2006 From: john.habermann at wilderness.org.au (john habermann) Date: Thu, 27 Apr 2006 17:05:03 +1000 Subject: [rt-users] Calling method Headers in Custom Condition Message-ID: Hi I have a queue called database which had been setup to recieve emails from a form. I had set up a simple approval process by following the wiki so I created an approv-database queue and then have a template in the database queue that creates a Ticket in the approv-database queue when a ticket is created in the database queue. The usage of the database queue has expanded beyond just accepting emails from the form and other tickets that are created in it don't need to be approved so I have been trying to change the database queue so that only tickets created by the form emails will trigger an approval. To do this I have the form inserting a header "RT-Formname" and I then changed the "Request Approval" scip in the database queue so it used a custom condition rather than the default "On create" condition. This is what I have in my Custom Condition: -------------------------------- my $header = $self->TransactionObj->Attachments->First->Headers(); $header =~ s/\n\s+/ /g; my $formname = ''; if ($header =~ /^Formname: (.*?)$/m) { $formname = $1; $RT::Logger->debug("the headers are $formname"); } else { $RT::Logger->debug("didn't match"); } $RT::Logger->debug("the formname is $formname"); return undef unless ($formname eq "Database"); return 1; ------------------------------- This appears to work fine as if I create a ticket through the web interface in RT then the Request Approval scrip is not called and a ticket is created that doesn't trigger the approval process. When I send in a email from the form the approval process is triggered as before so a ticket is created that is pending approval but even though it appears to work fine and the tickets are created I am getting this in the rt.log file: ------------------------------ [Thu Apr 27 06:24:25 2006] [error]: Scrip 16 IsApplicable failed: Can't call method "Headers" on an undefined value at (eval 602) line 1. Stack: [(eval 602):1] [/usr/share/request-tracker3.4/lib/RT/ScripCondition_Overlay.pm:219] [/usr/share/request-tracker3.4/lib/RT/Scrip_Overlay.pm:438] [/usr/share/request-tracker3.4/lib/RT/Scrips_Overlay.pm:228] [/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:160] [/usr/share/request-tracker3.4/lib/RT/Record.pm:1373] [/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:3439] [/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:3176] [(eval 579):14] [/usr/share/request-tracker3.4/lib/RT/ScripAction_Overlay.pm:220] [/usr/share/request-tracker3.4/lib/RT/Scrip_Overlay.pm:477] [/usr/share/request-tracker3.4/lib/RT/Scrips_Overlay.pm:235] [/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:160] [/usr/share/request-tracker3.4/lib/RT/Record.pm:1373] [/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:3439] [/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:3176] [/usr/share/request-tracker3.4/html/Approvals/index.html:80] [/usr/share/request-tracker3.4/html/autohandler:215] (/usr/share/request-tracker3.4/lib/RT/Condition/UserDefined.pm:67) [Thu Apr 27 06:24:25 2006] [debug]: About to commit scrips for transaction #7809 (/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:167) ----------------------------------- I also appear to be getting this notice when other tickets are being created in other queues as I just noticed that it appeared in the log when some created a ticket in the support queue. I am thinking that it is something to do with IsApplicable but not quite sure that is supposed to apply given that the code is being executed through the Userdefinied.pm condition. If anyone can shed any light or point me to some more info on this subject I would appreciate it, have looked on the Wiki and also in the RT Essentials book but couldn't find much that helped me figure out why this error was happening although it helped me figure out how to to get this far. cheers John -- John Habermann The Wilderness Society www.wilderness.org.au From brendanarnold at gmail.com Thu Apr 27 08:46:14 2006 From: brendanarnold at gmail.com (Brendan Arnold) Date: Thu, 27 Apr 2006 13:46:14 +0100 Subject: [rt-users] Lack of trailing slash causing porblems in IE In-Reply-To: <589c94400604210912j40656e1cxf9de8c05a02ac515@mail.gmail.com> References: <5ed41c130604201102l5674de49of1f27a568ea19daa@mail.gmail.com> <20060421153647.GH24532@bestpractical.com> <589c94400604210912j40656e1cxf9de8c05a02ac515@mail.gmail.com> Message-ID: <5ed41c130604270546l3660a2a0r33c0423b607a120a@mail.gmail.com> Hmm, it appears that the Rewrite rule did not save the day (the nature of intermittent errors!). I still get the problem. I have since tried all of the following combinations, ScriptAlias /rt/ /usr/local/rt3/bin/mason_handler.fcgi/ (IE error persisted) ScriptAlias /rt /usr/local/rt3/bin/mason_handler.fcgi/ (IE error persisted) ScriptAlias /rt/ /usr/local/rt3/bin/mason_handler.fcgi (Images etc not displayed, URLS do not work at all) ScriptAlias /rt /usr/local/rt3/bin/mason_handler.fcgi (original with IE error) Bu none, as noted, worked. I noticed at the foot of the IE error page it listed this as a 'Cannot find server or DNS Error', I'm starting to think it may be an SSL problem ... Regards, Brendan On 4/21/06, Ruslan Zakirov wrote: > On 4/21/06, Jesse Vincent wrote: > > > > > > > > On Thu, Apr 20, 2006 at 07:02:20PM +0100, Brendan Arnold wrote: > > > Hi there, > > > > > > When submitting form information such as logging in, updating a page > > > etc. Internet Explorer (6) returns a 'The page cannot be found' error > > > intermittently. > > > > Your scriptalias is wrong. > > > > ScriptAlias / /opt/rt/rt3.fsck.com/bin/mason_handler.fcgi/ > > > > is what we use. Note the slash after .fcgi > > I think main problem is that he is using /rt as root with next alias: > ScriptAlias /rt /opt/rt/rt3.fsck.com/bin/mason_handler.fcgi > > First part should contain trailing slash > ScriptAlias /rt/ /opt/rt/rt3.fsck.com/bin/mason_handler.fcgi > ^^^^^^ > I don't think slash is required after "...in/mason_handler.fcgi", but > he could try both variants. > > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > > > > > -- > Best regards, Ruslan. > From cschrader at dca.net Thu Apr 27 10:26:24 2006 From: cschrader at dca.net (Claude M. Schrader) Date: Thu, 27 Apr 2006 10:26:24 -0400 Subject: [rt-users] possible permissions (ModifyTicket) bug in 3.4.5? In-Reply-To: <589c94400604261622v8e2e854g42cef91410c3efaf@mail.gmail.com> References: <20060426181633.GD27261@dca.net> <1146080198.7027.90.camel@s60r.ination.com> <589c94400604261622v8e2e854g42cef91410c3efaf@mail.gmail.com> Message-ID: <20060427142624.GI27261@dca.net> On Thu, Apr 27, 2006 at 03:22:10AM +0400, Ruslan Zakirov wrote: > > I don't think this is a bug, more like a feature. RT makes the > > assumption that Privileged users are just that, privileged. by that logic, everybody in the system should be a superuser. Just because you have a login to my network, it doesnt mean that I shouldn't be able to limit your access > > And I don't agree with this too. RT is not well designed for setups > with many queues (one queue per customer for example), but works good > with one 'support' queue for all support requests from customers. Yeah, we have a general support queue too, but this is a very big customer, so its nice to have all their requests seperate. Thanks, Claude **************************************************************************** Claude M. Schrader 302-295-4707 Network Technician 215-701-6500 x4707 Consult Dynamics/DCANet 888-4DCANet (888-432-2638) cschrader at dca.net http://www.dca.net **************************************************************************** -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From MarkRoedel at letu.edu Thu Apr 27 10:52:00 2006 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Thu, 27 Apr 2006 09:52:00 -0500 Subject: [rt-users] RT-3.6: prevent closing a ticket if it still has open reminders Message-ID: Before I go inventing my own wheel... By default, a ticket can be closed even if some of its associated reminders are not completed. Has anybody modified their RT installation so that open reminders will keep a ticket open (just like open "depends-on" tickets do)? -- Mark Roedel Web Programmer / Analyst LeTourneau University Longview, Texas USA From ESchultz at corp.untd.com Thu Apr 27 11:57:14 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Thu, 27 Apr 2006 08:57:14 -0700 Subject: [rt-users] Detecting "new" ticket in a template Message-ID: <5613F89D78D2F545A40423EBA5535C300EF9C820@LAXEVS01.lax.corp.int.untd.com> > I have a customer who wants to tailor his template verbiage > based upon > if the ticket is New, Updated, or Resolved ... I was originally just > going by the $Ticket->Status in the template, but they have a funny > habit of creating the ticket with the "open" status. Obviously, this > throws off the template. > > I have been trying to figure out if I can access the previous > value of > the $Ticket->Status, but so far have struck out. I've played with > trying to get the list of transactions for the ticket, but if it's in > there, I can't get the right magic to work. I believe you want this in your Custom Condition section: # Process only if this is a new ticket. return 1 if ($self->TransactionObj->Type eq 'Create'); And set Condition to "User Defined". This will help you determine if the ticket has just been created (whether it's a status of "new" or "open" or whatever). I believe you can also use this to check other transactions, like 'Resolve'. From jcolson at voidgate.org Thu Apr 27 12:06:33 2006 From: jcolson at voidgate.org (Joshua Colson) Date: Thu, 27 Apr 2006 09:06:33 -0700 Subject: [rt-users] Detecting "new" ticket in a template In-Reply-To: <5613F89D78D2F545A40423EBA5535C300EF9C820@LAXEVS01.lax.corp.int.untd.com> References: <5613F89D78D2F545A40423EBA5535C300EF9C820@LAXEVS01.lax.corp.int.untd.com> Message-ID: <1146153994.7027.142.camel@s60r.ination.com> On Thu, 2006-04-27 at 08:57 -0700, Schultz, Eric wrote: > I believe you want this in your Custom Condition section: > > # Process only if this is a new ticket. > return 1 if ($self->TransactionObj->Type eq 'Create'); > Isn't that just what the 'On Create' standard condition does? -- Joshua Colson From Sam.Howard at GMxTechnologies.com Thu Apr 27 12:10:30 2006 From: Sam.Howard at GMxTechnologies.com (Samuel P. Howard) Date: Thu, 27 Apr 2006 10:10:30 -0600 Subject: [rt-users] Detecting "new" ticket in a template In-Reply-To: <1146153994.7027.142.camel@s60r.ination.com> References: <5613F89D78D2F545A40423EBA5535C300EF9C820@LAXEVS01.lax.corp.int.untd.com> <1146153994.7027.142.camel@s60r.ination.com> Message-ID: <4450ECF6.9010901@GMxTechnologies.com> Right, and this brings us back to having 3 scrips and 3 templates again .... :( That's why I am trying to figure out how to do it in the template. Thanks, Sam Joshua Colson wrote: > On Thu, 2006-04-27 at 08:57 -0700, Schultz, Eric wrote: > > >> I believe you want this in your Custom Condition section: >> >> # Process only if this is a new ticket. >> return 1 if ($self->TransactionObj->Type eq 'Create'); >> >> > > Isn't that just what the 'On Create' standard condition does? > > From ESchultz at corp.untd.com Thu Apr 27 12:13:39 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Thu, 27 Apr 2006 09:13:39 -0700 Subject: [rt-users] Detecting "new" ticket in a template Message-ID: <5613F89D78D2F545A40423EBA5535C300EF9C85D@LAXEVS01.lax.corp.int.untd.com> Whoops, neglected to see that you wanted to do something in the template. Sorry. > Right, and this brings us back to having 3 scrips and 3 > templates again > .... :( > > That's why I am trying to figure out how to do it in the template. > > Thanks, > Sam > > Joshua Colson wrote: > > On Thu, 2006-04-27 at 08:57 -0700, Schultz, Eric wrote: > > > > > >> I believe you want this in your Custom Condition section: > >> > >> # Process only if this is a new ticket. > >> return 1 if ($self->TransactionObj->Type eq 'Create'); > >> > >> > > > > Isn't that just what the 'On Create' standard condition does? From dylan.masson at gmail.com Thu Apr 27 12:36:17 2006 From: dylan.masson at gmail.com (Dylan Masson) Date: Thu, 27 Apr 2006 12:36:17 -0400 Subject: [rt-users] RTFM 2.1.21 error - Revisited... Message-ID: Hey Everyone, I'm encountering the 'Can't locate object method "new" via package "RT::FM::ArticleCollection" ' error in RTFM, that causes the blank output on web pages. I've seen the error referenced in the list archives, but I haven't been able to locate the fix. I'm running RT 3.4.5 and RTFM 2.2.orc2. Here are examples from the lists: http://lists.fsck.com/pipermail/rt-devel/2004-March/005500.html http://lists.bestpractical.com/pipermail/rt-users/2005-June/031765.html Anyone have a fix for this? Thanks, Dyl From murphy at genome.chop.edu Thu Apr 27 12:23:30 2006 From: murphy at genome.chop.edu (Kevin Murphy) Date: Thu, 27 Apr 2006 12:23:30 -0400 Subject: [rt-users] Message could not be recorded Message-ID: <4450F002.7020100@genome.chop.edu> Have mercy on me. I'm a sleep-deprived new father not supposed to be back at work yet, and I could use a hint on this one ;-) I looked through the wiki but didn't have success. I just created a new feedback queue for testing, and everything seems to work, except: When a requester replies to a "resolved" email, the ticket is not re-opened, and the requester receives an email with the subject "Message not recorded". In the Apache error log, I see: [Thu Apr 27 15:01:52 2006] [crit]: RT::Attachment->Create couldn't, as you didn't specify a transaction (/usr/local/rt3/lib/RT/Attachment_Overlay.pm:147) [Thu Apr 27 15:01:52 2006] [err]: RT::Ticket=HASH(0x431f2a0) couldn't init a transaction Transaction Created (/usr/local/rt3/lib/RT/Ticket_Overlay.pm:2413) [Thu Apr 27 15:01:52 2006] [crit]: Message could not be recorded (/usr/local/rt3/lib/RT/Interface/Email.pm:802) Please throw my befuddled brain a bone. I'm using RT 3.4.4. Thanks, Kevin Murphy From dunne at ntms1.accuweather.com Thu Apr 27 12:43:45 2006 From: dunne at ntms1.accuweather.com (Michael Dunne) Date: Thu, 27 Apr 2006 12:43:45 -0400 Subject: [rt-users] Priority status messages Message-ID: Greetings, Hopefully someone has a tip as to how to accomplish this :-) Our call center would like to have priority system messages appear on their RT at a glance page. An example would be if our company were experiencing a problem with our PBX, data ingestion, or anything that affects a large number of clients. A call center employee could then post a message that would propagate to all users referencing the issue and ticket number. I apologize for the vagueness of the question, I am new to RT and am still getting a feel for what can and can't be done with this wonderful program. Any suggestions or tips would be greatly appreciated. Thanks, Mike From jesse at bestpractical.com Thu Apr 27 13:02:16 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 27 Apr 2006 13:02:16 -0400 Subject: [rt-users] Priority status messages In-Reply-To: References: Message-ID: <20060427170215.GR24532@bestpractical.com> On Thu, Apr 27, 2006 at 12:43:45PM -0400, Michael Dunne wrote: > Greetings, > > Hopefully someone has a tip as to how to accomplish this :-) > > Our call center would like to have priority system messages appear on their > RT at a glance page. An example would be if our company were experiencing a > problem with our PBX, data ingestion, or anything that affects a large > number of clients. A call center employee could then post a message that > would propagate to all users referencing the issue and ticket number. You want RT::Extension::ServiceUpdates...Which we built a while back and failed to release. I've remedied that problem. It should be on CPAN today. > > I apologize for the vagueness of the question, I am new to RT and am still > getting a feel for what can and can't be done with this wonderful program. > Any suggestions or tips would be greatly appreciated. > > Thanks, > > Mike > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- From rickr at rice.edu Thu Apr 27 14:54:58 2006 From: rickr at rice.edu (Rick Russell) Date: Thu, 27 Apr 2006 13:54:58 -0500 Subject: [rt-users] Detecting "new" ticket in a template In-Reply-To: <44504FC7.5020906@GMxTechnologies.com> References: <200603141930.k2EJU2gi023333@remora.cc.uic.edu> <44298811.8020804@lbl.gov> <44504FC7.5020906@GMxTechnologies.com> Message-ID: <44511382.90904@rice.edu> Samuel P. Howard wrote: > Any suggestions or code fragments? Template code: Subject: {$Ticket->Subject} { if ( ($Ticket->Status eq 'new') || ($Ticket->Status eq 'open') || ($Ticket->Status eq 'stalled') ) { $OUT .= "Thank you for submitting a request regarding blah blah blah yada yada yada "; } elsif ($Ticket->Status eq 'resolved') { $OUT .= "Thank you for contacting the Information Technology Help Desk. For record-keeping purposes, we have assigned a ticket number to your request blah blah blah yada yada yada "; } } You may review this request at {$RT::WebURL}SelfService/Display.html?id={$Ticket->id} Thank you, Rice University, Information Technology {$Ticket->QueueObj->CorrespondAddress()} ------------------------------------------------------------------------- {$Transaction->Content()} end code! Rick R. -------------- next part -------------- A non-text attachment was scrubbed... Name: rickr.vcf Type: text/x-vcard Size: 182 bytes Desc: not available URL: From ruslan.zakirov at gmail.com Thu Apr 27 17:10:56 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 28 Apr 2006 01:10:56 +0400 Subject: [rt-users] Lack of trailing slash causing porblems in IE In-Reply-To: <5ed41c130604270546l3660a2a0r33c0423b607a120a@mail.gmail.com> References: <5ed41c130604201102l5674de49of1f27a568ea19daa@mail.gmail.com> <20060421153647.GH24532@bestpractical.com> <589c94400604210912j40656e1cxf9de8c05a02ac515@mail.gmail.com> <5ed41c130604270546l3660a2a0r33c0423b607a120a@mail.gmail.com> Message-ID: <589c94400604271410n7c85069bjbb7120c01e6d205d@mail.gmail.com> We've discussed with Jesse this problem a little and have a conclusion that ScriptAlias /rt/ /usr/local/rt3/bin/mason_handler.fcgi/ is right and you need both trailing slashes. Also note that in this situation URL http://www.example.com/rt (without trailing slash) is incorrect. You should use URL with trailing slash everywhere on your site and/or could add reqrite rule that convert '/rt' into '/rt/'. And of course this problem couldn't be related to the "Cannot find server or DNS Error" error message unless Web* options are not properly configured in RT site config. On 4/27/06, Brendan Arnold wrote: > Hmm, it appears that the Rewrite rule did not save the day (the nature > of intermittent errors!). I still get the problem. I have since tried > all of the following combinations, > > ScriptAlias /rt/ /usr/local/rt3/bin/mason_handler.fcgi/ (IE error persisted) > ScriptAlias /rt /usr/local/rt3/bin/mason_handler.fcgi/ (IE error persisted) > ScriptAlias /rt/ /usr/local/rt3/bin/mason_handler.fcgi (Images etc not > displayed, URLS do not work at all) > ScriptAlias /rt /usr/local/rt3/bin/mason_handler.fcgi (original with IE error) > > Bu none, as noted, worked. I noticed at the foot of the IE error page > it listed this as a 'Cannot find server or DNS Error', I'm starting to > think it may be an SSL problem ... > > Regards, > > Brendan > > On 4/21/06, Ruslan Zakirov wrote: > > On 4/21/06, Jesse Vincent wrote: > > > > > > > > > > > > On Thu, Apr 20, 2006 at 07:02:20PM +0100, Brendan Arnold wrote: > > > > Hi there, > > > > > > > > When submitting form information such as logging in, updating a page > > > > etc. Internet Explorer (6) returns a 'The page cannot be found' error > > > > intermittently. > > > > > > Your scriptalias is wrong. > > > > > > ScriptAlias / /opt/rt/rt3.fsck.com/bin/mason_handler.fcgi/ > > > > > > is what we use. Note the slash after .fcgi > > > > I think main problem is that he is using /rt as root with next alias: > > ScriptAlias /rt /opt/rt/rt3.fsck.com/bin/mason_handler.fcgi > > > > First part should contain trailing slash > > ScriptAlias /rt/ /opt/rt/rt3.fsck.com/bin/mason_handler.fcgi > > ^^^^^^ > > I don't think slash is required after "...in/mason_handler.fcgi", but > > he could try both variants. > > > > > > > > > > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Community help: http://wiki.bestpractical.com > > > Commercial support: sales at bestpractical.com > > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > > Buy a copy at http://rtbook.bestpractical.com > > > > > > > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > > > > > > > > > -- > > Best regards, Ruslan. > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From eric.valor at daimlerchrysler.com Thu Apr 27 18:12:09 2006 From: eric.valor at daimlerchrysler.com (eric.valor at daimlerchrysler.com) Date: Thu, 27 Apr 2006 15:12:09 -0700 Subject: [rt-users] (non?) problem starting RT3.4 Message-ID: All: Whenever I start up RT3.4, I always get this message: Starting web server: apacheNo root path(s) specified at /usr/share/request-tracker3.4/libexec/webmux.pl line 112 . It doesn't appear to be causing any problems, but I don't like odd error messages. Any ideas? I'm using the Debian Sarge package. -- Eric N. Valor Sr. Systems Administrator DaimlerChrysler Research & Technology North America, Inc. eric.valor at daimlerchrysler.com 1510 Page Mill Road, Palo Alto, CA 94304 CIMS 931-00-00 650-845-2536 : This Space Intentionally Left Blank : -------------- next part -------------- An HTML attachment was scrubbed... URL: From jfindlay at gmail.com Thu Apr 27 18:49:07 2006 From: jfindlay at gmail.com (Justin Findlay) Date: Thu, 27 Apr 2006 16:49:07 -0600 Subject: [rt-users] Database problems installing RT on Gentoo Message-ID: <86ba12520604271549n54df61aeq12950ff2ddcfa6d2@mail.gmail.com> I've been following the http://wiki.bestpractical.com/index.cgi?GentooInstallGuide HOWTO to install RT on Gentoo with PostgreSQL and Postfix but I've encountered a perplexing problem. After initializing the postgres database I run the following command which seems to expect to find a MySQL database. # /var/www/rt/rt-3.4.5/sbin/rt-setup-database --action init --dba postgres --prompt-for-dba-password ... In order to create or update your RT database,this script needs to connect to your mysql instance on localhost as postgres. Please specify that user's database password below. If the user has no database password, just press return. Password: install_driver(mysql) failed: Can't locate DBD/mysql.pm in @INC (@INC contains: //var/www/rt/rt-3.4.5/lib /etc/perl /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux /usr/lib64/perl5/vendor_perl/5.8.8 /usr/lib64/perl5/vendor_perl /usr/lib64/perl5/site_perl/5.8.8/x86_64-linux /usr/lib64/perl5/site_perl/5.8.8 /usr/lib64/perl5/site_perl /usr/lib64/perl5/5.8.8/x86_64-linux /usr/lib64/perl5/5.8.8 /usr/local/lib/site_perl .) at (eval 189) line 3, line 1. Perhaps the DBD::mysql perl module hasn't been fully installed, or perhaps the capitalisation of 'mysql' isn't right. Available drivers: DBM, ExampleP, File, Pg, Proxy, SQLite, Sponge. at /var/www/rt/rt-3.4.5/sbin/rt-setup-database line 101 I hacked around this by adding the line $RT::DatabaseType = "Pg"; to /var/www/rt/rt-3.4.5/sbin/rt-setup-database and then the script succeeded, but now when trying to connect to the virtual host 'rt' my apache error log says: [Thu Apr 27 16:33:08 2006] [error] [client 127.0.0.1] install_driver(mysql) failed: Can't locate DBD/mysql.pm in @INC (@INC contains: //var/www/rt/rt-3.4.5/local/lib //var/www/rt/rt-3.4.5/lib /home/httpd/perl /etc/perl /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux /usr/lib64/perl5/vendor_perl/5.8.8 /usr/lib64/perl5/vendor_perl /usr/lib64/perl5/site_perl/5.8.8/x86_64-linux /usr/lib64/perl5/site_perl/5.8.8 /usr/lib64/perl5/site_perl /usr/lib64/perl5/5.8.8/x86_64-linux /usr/lib64/perl5/5.8.8 /usr/local/lib/site_perl . /usr/lib64/apache2) at (eval 201) line 3.\nPerhaps the DBD::mysql perl module hasn't been fully installed,\nor perhaps the capitalisation of 'mysql' isn't right.\nAvailable drivers: DBM, ExampleP, File, Pg, Proxy, SQLite, Sponge.\n at /usr/lib64/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 108\n So why is there this implicit assumption about MySQL? Justin From jfindlay at gmail.com Thu Apr 27 19:33:14 2006 From: jfindlay at gmail.com (Justin Findlay) Date: Thu, 27 Apr 2006 17:33:14 -0600 Subject: [rt-users] Database problems installing RT on Gentoo In-Reply-To: <589c94400604271627vbcd3752xb7f347c7cb58485b@mail.gmail.com> References: <86ba12520604271549n54df61aeq12950ff2ddcfa6d2@mail.gmail.com> <589c94400604271627vbcd3752xb7f347c7cb58485b@mail.gmail.com> Message-ID: <86ba12520604271633w8627f93of78dd28f9df3841e@mail.gmail.com> On 4/27/06, Ruslan Zakirov wrote: > > Solution: open RT_SiteConfig and set $DatabaseType properly. This was it. I had unfortunately brushed by that earlier. I'm still looking at the ebuild and hopefully I can come up with a patch if that seems appropriate. Justin From ruslan.zakirov at gmail.com Thu Apr 27 19:41:14 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 28 Apr 2006 03:41:14 +0400 Subject: [rt-users] issues with RT on gentoo suddenly? In-Reply-To: <001201c6699c$d9e25020$0e14140a@ad.serreyn.com> References: <001201c6699c$d9e25020$0e14140a@ad.serreyn.com> Message-ID: <589c94400604271641u130029a8vb248da88eb3fd48a@mail.gmail.com> Are you using mysql? If so then which default-character-set are you using? On 4/27/06, Ted Serreyn wrote: > > > > Have you seen any issues with RT suddenly requiring a login for every link > that is clicked? Very annoying, and I am finding nothing in the logs. > > > > -- > Ted Serreyn Phone: 262-432-0260 Fax: 262-432-0232 > Serreyn Network Services, LLC http://www.serreyn.com/ > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Thu Apr 27 20:49:20 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 28 Apr 2006 04:49:20 +0400 Subject: [rt-users] javascript hideshow function In-Reply-To: <001e01c6697a$52363a50$eb186150@ambrac11> References: <001e01c6697a$52363a50$eb186150@ambrac11> Message-ID: <589c94400604271749o386f3d4dw69170d88093d522b@mail.gmail.com> This function doesn't follow standard and has been changed in RT-3.5 branch. On 4/27/06, Sterpu Victor wrote: > > I use mozilla and the hideshow function sometimes does not work. > The chunk always dissepears, but sometimes I can't make it appear back. > I don't have this problem in internet explorer. > > > This is the function: > 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"; > } > } -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Thu Apr 27 20:54:06 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 28 Apr 2006 04:54:06 +0400 Subject: [rt-users] Database problems installing RT on Gentoo In-Reply-To: <86ba12520604271633w8627f93of78dd28f9df3841e@mail.gmail.com> References: <86ba12520604271549n54df61aeq12950ff2ddcfa6d2@mail.gmail.com> <589c94400604271627vbcd3752xb7f347c7cb58485b@mail.gmail.com> <86ba12520604271633w8627f93of78dd28f9df3841e@mail.gmail.com> Message-ID: <589c94400604271754x5b5ecbcp56326e375c4e501e@mail.gmail.com> On 4/28/06, Justin Findlay wrote: > On 4/27/06, Ruslan Zakirov wrote: > > > > Solution: open RT_SiteConfig and set $DatabaseType properly. > > This was it. I had unfortunately brushed by that earlier. I'm still > looking at the ebuild and hopefully I can come up with a patch if that > seems appropriate. I don't know much about ebuilds syntax :( (shame on me, /me 's using gentoo). Attachment is draft of the patch. > > > Justin > -- Best regards, Ruslan. -------------- next part -------------- A non-text attachment was scrubbed... Name: rt-3.4.5.ebuild.patch Type: text/x-patch Size: 1077 bytes Desc: not available URL: From todd at chaka.net Thu Apr 27 21:59:45 2006 From: todd at chaka.net (Todd Chapman) Date: Thu, 27 Apr 2006 21:59:45 -0400 Subject: [rt-users] Calling method Headers in Custom Condition In-Reply-To: References: Message-ID: <20060428015945.GH30820@chaka.net> Your scrip runs on every transaction that happens on the ticket. Not every transaction has attachments. You need to see if it is a Create transaction before checking headers. return 0 if $self->TransactionObj->Type eq 'Create'; -Todd On Thu, Apr 27, 2006 at 05:05:03PM +1000, john habermann wrote: > Hi > > I have a queue called database which had been setup to recieve emails > from a form. I had set up a simple approval process by following the > wiki so I created an approv-database queue and then have a template in > the database queue that creates a Ticket in the approv-database queue > when a ticket is created in the database queue. > > The usage of the database queue has expanded beyond just accepting > emails from the form and other tickets that are created in it don't > need to be approved so I have been trying to change the database queue > so that only tickets created by the form emails will trigger an > approval. > > To do this I have the form inserting a header "RT-Formname" and I then > changed the "Request Approval" scip in the database queue so it used a > custom condition rather than the default "On create" condition. This > is what I have in my Custom Condition: > -------------------------------- > my $header = $self->TransactionObj->Attachments->First->Headers(); > $header =~ s/\n\s+/ /g; > my $formname = ''; > if ($header =~ /^Formname: (.*?)$/m) { > $formname = $1; > $RT::Logger->debug("the headers are $formname"); > } > else { > $RT::Logger->debug("didn't match"); > } > $RT::Logger->debug("the formname is $formname"); > return undef unless ($formname eq "Database"); > return 1; > ------------------------------- > > This appears to work fine as if I create a ticket through the web > interface in RT then the Request Approval scrip is not called and a > ticket is created that doesn't trigger the approval process. When I > send in a email from the form the approval process is triggered as > before so a ticket is created that is pending approval but even though > it appears to work fine and the tickets are created I am getting this > in the rt.log file: > > ------------------------------ > [Thu Apr 27 06:24:25 2006] [error]: Scrip 16 IsApplicable failed: > Can't call method "Headers" on an undefined value at (eval 602) line > 1. > > Stack: > [(eval 602):1] > [/usr/share/request-tracker3.4/lib/RT/ScripCondition_Overlay.pm:219] > [/usr/share/request-tracker3.4/lib/RT/Scrip_Overlay.pm:438] > [/usr/share/request-tracker3.4/lib/RT/Scrips_Overlay.pm:228] > [/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:160] > [/usr/share/request-tracker3.4/lib/RT/Record.pm:1373] > [/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:3439] > [/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:3176] > [(eval 579):14] > [/usr/share/request-tracker3.4/lib/RT/ScripAction_Overlay.pm:220] > [/usr/share/request-tracker3.4/lib/RT/Scrip_Overlay.pm:477] > [/usr/share/request-tracker3.4/lib/RT/Scrips_Overlay.pm:235] > [/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:160] > [/usr/share/request-tracker3.4/lib/RT/Record.pm:1373] > [/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:3439] > [/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:3176] > [/usr/share/request-tracker3.4/html/Approvals/index.html:80] > [/usr/share/request-tracker3.4/html/autohandler:215] > (/usr/share/request-tracker3.4/lib/RT/Condition/UserDefined.pm:67) > [Thu Apr 27 06:24:25 2006] [debug]: About to commit scrips for > transaction #7809 > (/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:167) > ----------------------------------- > I also appear to be getting this notice when other tickets are being > created in other queues as I just noticed that it appeared in the log > when some created a ticket in the support queue. > > I am thinking that it is something to do with IsApplicable but not > quite sure that is supposed to apply given that the code is being > executed through the Userdefinied.pm condition. If anyone can shed any > light or point me to some more info on this subject I would > appreciate it, have looked on the Wiki and also in the RT Essentials > book but couldn't find much that helped me figure out why this error > was happening although it helped me figure out how to to get this far. > > cheers > John > -- > John Habermann > The Wilderness Society > www.wilderness.org.au > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From ruslan.zakirov at gmail.com Thu Apr 27 22:43:17 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 28 Apr 2006 06:43:17 +0400 Subject: [rt-users] Calling method Headers in Custom Condition In-Reply-To: <20060428015945.GH30820@chaka.net> References: <20060428015945.GH30820@chaka.net> Message-ID: <589c94400604271943m3c805838hfb1879795383a019@mail.gmail.com> Or check that the transaction has attachments. On 4/28/06, Todd Chapman wrote: > Your scrip runs on every transaction that happens on the > ticket. Not every transaction has attachments. You need > to see if it is a Create transaction before checking > headers. > > return 0 if $self->TransactionObj->Type eq 'Create'; > > -Todd > > On Thu, Apr 27, 2006 at 05:05:03PM +1000, john habermann wrote: > > Hi > > > > I have a queue called database which had been setup to recieve emails > > from a form. I had set up a simple approval process by following the > > wiki so I created an approv-database queue and then have a template in > > the database queue that creates a Ticket in the approv-database queue > > when a ticket is created in the database queue. > > > > The usage of the database queue has expanded beyond just accepting > > emails from the form and other tickets that are created in it don't > > need to be approved so I have been trying to change the database queue > > so that only tickets created by the form emails will trigger an > > approval. > > > > To do this I have the form inserting a header "RT-Formname" and I then > > changed the "Request Approval" scip in the database queue so it used a > > custom condition rather than the default "On create" condition. This > > is what I have in my Custom Condition: > > -------------------------------- > > my $header = $self->TransactionObj->Attachments->First->Headers(); > > $header =~ s/\n\s+/ /g; > > my $formname = ''; > > if ($header =~ /^Formname: (.*?)$/m) { > > $formname = $1; > > $RT::Logger->debug("the headers are $formname"); > > } > > else { > > $RT::Logger->debug("didn't match"); > > } > > $RT::Logger->debug("the formname is $formname"); > > return undef unless ($formname eq "Database"); > > return 1; > > ------------------------------- > > > > This appears to work fine as if I create a ticket through the web > > interface in RT then the Request Approval scrip is not called and a > > ticket is created that doesn't trigger the approval process. When I > > send in a email from the form the approval process is triggered as > > before so a ticket is created that is pending approval but even though > > it appears to work fine and the tickets are created I am getting this > > in the rt.log file: > > > > ------------------------------ > > [Thu Apr 27 06:24:25 2006] [error]: Scrip 16 IsApplicable failed: > > Can't call method "Headers" on an undefined value at (eval 602) line > > 1. > > > > Stack: > > [(eval 602):1] > > [/usr/share/request-tracker3.4/lib/RT/ScripCondition_Overlay.pm:219] > > [/usr/share/request-tracker3.4/lib/RT/Scrip_Overlay.pm:438] > > [/usr/share/request-tracker3.4/lib/RT/Scrips_Overlay.pm:228] > > [/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:160] > > [/usr/share/request-tracker3.4/lib/RT/Record.pm:1373] > > [/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:3439] > > [/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:3176] > > [(eval 579):14] > > [/usr/share/request-tracker3.4/lib/RT/ScripAction_Overlay.pm:220] > > [/usr/share/request-tracker3.4/lib/RT/Scrip_Overlay.pm:477] > > [/usr/share/request-tracker3.4/lib/RT/Scrips_Overlay.pm:235] > > [/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:160] > > [/usr/share/request-tracker3.4/lib/RT/Record.pm:1373] > > [/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:3439] > > [/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:3176] > > [/usr/share/request-tracker3.4/html/Approvals/index.html:80] > > [/usr/share/request-tracker3.4/html/autohandler:215] > > (/usr/share/request-tracker3.4/lib/RT/Condition/UserDefined.pm:67) > > [Thu Apr 27 06:24:25 2006] [debug]: About to commit scrips for > > transaction #7809 > > (/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:167) > > ----------------------------------- > > I also appear to be getting this notice when other tickets are being > > created in other queues as I just noticed that it appeared in the log > > when some created a ticket in the support queue. > > > > I am thinking that it is something to do with IsApplicable but not > > quite sure that is supposed to apply given that the code is being > > executed through the Userdefinied.pm condition. If anyone can shed any > > light or point me to some more info on this subject I would > > appreciate it, have looked on the Wiki and also in the RT Essentials > > book but couldn't find much that helped me figure out why this error > > was happening although it helped me figure out how to to get this far. > > > > cheers > > John > > -- > > John Habermann > > The Wilderness Society > > www.wilderness.org.au > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From john.habermann at wilderness.org.au Thu Apr 27 22:41:19 2006 From: john.habermann at wilderness.org.au (john habermann) Date: Fri, 28 Apr 2006 12:41:19 +1000 Subject: [rt-users] Calling method Headers in Custom Condition In-Reply-To: <20060428015945.GH30820@chaka.net> References: <20060428015945.GH30820@chaka.net> Message-ID: Hi Todd On 4/28/06, Todd Chapman wrote: > Your scrip runs on every transaction that happens on the > ticket. Not every transaction has attachments. You need > to see if it is a Create transaction before checking > headers. > > return 0 if $self->TransactionObj->Type eq 'Create'; Thank you very much for your help. I now have the following code and it works great. return 0 if $self->TransactionObj->Type ne 'Create'; my $header = $self->TransactionObj->Attachments->First->Headers(); $header =~ s/\n\s+/ /g; my $formname = ''; if ($header =~ /^RT-Formname: (.*?)$/m) { $formname = $1; $RT::Logger->debug("the headers are $formname"); } else { $RT::Logger->debug("didn't match"); } $RT::Logger->debug("the formname is $formname"); return undef unless ($formname eq "Database"); return 1; cheers john > > -Todd > > On Thu, Apr 27, 2006 at 05:05:03PM +1000, john habermann wrote: > > Hi > > > > I have a queue called database which had been setup to recieve emails > > from a form. I had set up a simple approval process by following the > > wiki so I created an approv-database queue and then have a template in > > the database queue that creates a Ticket in the approv-database queue > > when a ticket is created in the database queue. > > > > The usage of the database queue has expanded beyond just accepting > > emails from the form and other tickets that are created in it don't > > need to be approved so I have been trying to change the database queue > > so that only tickets created by the form emails will trigger an > > approval. > > > > To do this I have the form inserting a header "RT-Formname" and I then > > changed the "Request Approval" scip in the database queue so it used a > > custom condition rather than the default "On create" condition. This > > is what I have in my Custom Condition: > > -------------------------------- > > my $header = $self->TransactionObj->Attachments->First->Headers(); > > $header =~ s/\n\s+/ /g; > > my $formname = ''; > > if ($header =~ /^Formname: (.*?)$/m) { > > $formname = $1; > > $RT::Logger->debug("the headers are $formname"); > > } > > else { > > $RT::Logger->debug("didn't match"); > > } > > $RT::Logger->debug("the formname is $formname"); > > return undef unless ($formname eq "Database"); > > return 1; > > ------------------------------- > > > > This appears to work fine as if I create a ticket through the web > > interface in RT then the Request Approval scrip is not called and a > > ticket is created that doesn't trigger the approval process. When I > > send in a email from the form the approval process is triggered as > > before so a ticket is created that is pending approval but even though > > it appears to work fine and the tickets are created I am getting this > > in the rt.log file: > > > > ------------------------------ > > [Thu Apr 27 06:24:25 2006] [error]: Scrip 16 IsApplicable failed: > > Can't call method "Headers" on an undefined value at (eval 602) line > > 1. > > > > Stack: > > [(eval 602):1] > > [/usr/share/request-tracker3.4/lib/RT/ScripCondition_Overlay.pm:219] > > [/usr/share/request-tracker3.4/lib/RT/Scrip_Overlay.pm:438] > > [/usr/share/request-tracker3.4/lib/RT/Scrips_Overlay.pm:228] > > [/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:160] > > [/usr/share/request-tracker3.4/lib/RT/Record.pm:1373] > > [/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:3439] > > [/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:3176] > > [(eval 579):14] > > [/usr/share/request-tracker3.4/lib/RT/ScripAction_Overlay.pm:220] > > [/usr/share/request-tracker3.4/lib/RT/Scrip_Overlay.pm:477] > > [/usr/share/request-tracker3.4/lib/RT/Scrips_Overlay.pm:235] > > [/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:160] > > [/usr/share/request-tracker3.4/lib/RT/Record.pm:1373] > > [/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:3439] > > [/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:3176] > > [/usr/share/request-tracker3.4/html/Approvals/index.html:80] > > [/usr/share/request-tracker3.4/html/autohandler:215] > > (/usr/share/request-tracker3.4/lib/RT/Condition/UserDefined.pm:67) > > [Thu Apr 27 06:24:25 2006] [debug]: About to commit scrips for > > transaction #7809 > > (/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:167) > > ----------------------------------- > > I also appear to be getting this notice when other tickets are being > > created in other queues as I just noticed that it appeared in the log > > when some created a ticket in the support queue. > > > > I am thinking that it is something to do with IsApplicable but not > > quite sure that is supposed to apply given that the code is being > > executed through the Userdefinied.pm condition. If anyone can shed any > > light or point me to some more info on this subject I would > > appreciate it, have looked on the Wiki and also in the RT Essentials > > book but couldn't find much that helped me figure out why this error > > was happening although it helped me figure out how to to get this far. > > > > cheers > > John > > -- > > John Habermann > > The Wilderness Society > > www.wilderness.org.au > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- John Habermann The Wilderness Society www.wilderness.org.au From ruslan.zakirov at gmail.com Thu Apr 27 23:00:41 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 28 Apr 2006 07:00:41 +0400 Subject: [rt-users] Calling method Headers in Custom Condition In-Reply-To: References: <20060428015945.GH30820@chaka.net> Message-ID: <589c94400604272000va2f1337r30a58118d9bf8fea@mail.gmail.com> Create transactions may have no attachments too. You have to check that the object is defined: my $attachment = $self->TransactionObj->Attachments->First; return 0 unless $attachment; On 4/28/06, john habermann wrote: > Hi Todd > > On 4/28/06, Todd Chapman wrote: > > Your scrip runs on every transaction that happens on the > > ticket. Not every transaction has attachments. You need > > to see if it is a Create transaction before checking > > headers. > > > > return 0 if $self->TransactionObj->Type eq 'Create'; > > Thank you very much for your help. I now have the following code and > it works great. > > return 0 if $self->TransactionObj->Type ne 'Create'; > my $header = $self->TransactionObj->Attachments->First->Headers(); > $header =~ s/\n\s+/ /g; > my $formname = ''; > if ($header =~ /^RT-Formname: (.*?)$/m) { > $formname = $1; > $RT::Logger->debug("the headers are $formname"); > } > else { > $RT::Logger->debug("didn't match"); > } > $RT::Logger->debug("the formname is $formname"); > return undef unless ($formname eq "Database"); > return 1; > > cheers > john > > > > > -Todd > > > > On Thu, Apr 27, 2006 at 05:05:03PM +1000, john habermann wrote: > > > Hi > > > > > > I have a queue called database which had been setup to recieve emails > > > from a form. I had set up a simple approval process by following the > > > wiki so I created an approv-database queue and then have a template in > > > the database queue that creates a Ticket in the approv-database queue > > > when a ticket is created in the database queue. > > > > > > The usage of the database queue has expanded beyond just accepting > > > emails from the form and other tickets that are created in it don't > > > need to be approved so I have been trying to change the database queue > > > so that only tickets created by the form emails will trigger an > > > approval. > > > > > > To do this I have the form inserting a header "RT-Formname" and I then > > > changed the "Request Approval" scip in the database queue so it used a > > > custom condition rather than the default "On create" condition. This > > > is what I have in my Custom Condition: > > > -------------------------------- > > > my $header = $self->TransactionObj->Attachments->First->Headers(); > > > $header =~ s/\n\s+/ /g; > > > my $formname = ''; > > > if ($header =~ /^Formname: (.*?)$/m) { > > > $formname = $1; > > > $RT::Logger->debug("the headers are $formname"); > > > } > > > else { > > > $RT::Logger->debug("didn't match"); > > > } > > > $RT::Logger->debug("the formname is $formname"); > > > return undef unless ($formname eq "Database"); > > > return 1; > > > ------------------------------- > > > > > > This appears to work fine as if I create a ticket through the web > > > interface in RT then the Request Approval scrip is not called and a > > > ticket is created that doesn't trigger the approval process. When I > > > send in a email from the form the approval process is triggered as > > > before so a ticket is created that is pending approval but even though > > > it appears to work fine and the tickets are created I am getting this > > > in the rt.log file: > > > > > > ------------------------------ > > > [Thu Apr 27 06:24:25 2006] [error]: Scrip 16 IsApplicable failed: > > > Can't call method "Headers" on an undefined value at (eval 602) line > > > 1. > > > > > > Stack: > > > [(eval 602):1] > > > [/usr/share/request-tracker3.4/lib/RT/ScripCondition_Overlay.pm:219] > > > [/usr/share/request-tracker3.4/lib/RT/Scrip_Overlay.pm:438] > > > [/usr/share/request-tracker3.4/lib/RT/Scrips_Overlay.pm:228] > > > [/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:160] > > > [/usr/share/request-tracker3.4/lib/RT/Record.pm:1373] > > > [/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:3439] > > > [/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:3176] > > > [(eval 579):14] > > > [/usr/share/request-tracker3.4/lib/RT/ScripAction_Overlay.pm:220] > > > [/usr/share/request-tracker3.4/lib/RT/Scrip_Overlay.pm:477] > > > [/usr/share/request-tracker3.4/lib/RT/Scrips_Overlay.pm:235] > > > [/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:160] > > > [/usr/share/request-tracker3.4/lib/RT/Record.pm:1373] > > > [/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:3439] > > > [/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:3176] > > > [/usr/share/request-tracker3.4/html/Approvals/index.html:80] > > > [/usr/share/request-tracker3.4/html/autohandler:215] > > > (/usr/share/request-tracker3.4/lib/RT/Condition/UserDefined.pm:67) > > > [Thu Apr 27 06:24:25 2006] [debug]: About to commit scrips for > > > transaction #7809 > > > (/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:167) > > > ----------------------------------- > > > I also appear to be getting this notice when other tickets are being > > > created in other queues as I just noticed that it appeared in the log > > > when some created a ticket in the support queue. > > > > > > I am thinking that it is something to do with IsApplicable but not > > > quite sure that is supposed to apply given that the code is being > > > executed through the Userdefinied.pm condition. If anyone can shed any > > > light or point me to some more info on this subject I would > > > appreciate it, have looked on the Wiki and also in the RT Essentials > > > book but couldn't find much that helped me figure out why this error > > > was happening although it helped me figure out how to to get this far. > > > > > > cheers > > > John > > > -- > > > John Habermann > > > The Wilderness Society > > > www.wilderness.org.au > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Community help: http://wiki.bestpractical.com > > > Commercial support: sales at bestpractical.com > > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > > Buy a copy at http://rtbook.bestpractical.com > > > > > > > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > > > > > -- > John Habermann > The Wilderness Society > www.wilderness.org.au > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From john.habermann at wilderness.org.au Fri Apr 28 00:18:43 2006 From: john.habermann at wilderness.org.au (john habermann) Date: Fri, 28 Apr 2006 14:18:43 +1000 Subject: [rt-users] Calling method Headers in Custom Condition In-Reply-To: <589c94400604272000va2f1337r30a58118d9bf8fea@mail.gmail.com> References: <20060428015945.GH30820@chaka.net> <589c94400604272000va2f1337r30a58118d9bf8fea@mail.gmail.com> Message-ID: Cheers Ruslan I have fixed it so am now using the following: return 0 if $self->TransactionObj->Type ne 'Create'; my $attachment = $self->TransactionObj->Attachments->First; return 0 unless $attachment; my $header = $attachment->Headers(); $header =~ s/\n\s+/ /g; my $formname = ''; if ($header =~ /^RT-Formname: (.*?)$/m) { $formname = $1; $RT::Logger->debug("the headers are $formname"); } else { $RT::Logger->debug("didn't match"); } $RT::Logger->debug("the formname is $formname"); return undef unless ($formname eq "Database"); return 1; Thanks very much for you help cheers John On 4/28/06, Ruslan Zakirov wrote: > Create transactions may have no attachments too. You have to check > that the object is defined: > > my $attachment = $self->TransactionObj->Attachments->First; > return 0 unless $attachment; > > On 4/28/06, john habermann wrote: > > Hi Todd > > > > On 4/28/06, Todd Chapman wrote: > > > Your scrip runs on every transaction that happens on the > > > ticket. Not every transaction has attachments. You need > > > to see if it is a Create transaction before checking > > > headers. > > > > > > return 0 if $self->TransactionObj->Type eq 'Create'; > > > > Thank you very much for your help. I now have the following code and > > it works great. > > > > return 0 if $self->TransactionObj->Type ne 'Create'; > > my $header = $self->TransactionObj->Attachments->First->Headers(); > > $header =~ s/\n\s+/ /g; > > my $formname = ''; > > if ($header =~ /^RT-Formname: (.*?)$/m) { > > $formname = $1; > > $RT::Logger->debug("the headers are $formname"); > > } > > else { > > $RT::Logger->debug("didn't match"); > > } > > $RT::Logger->debug("the formname is $formname"); > > return undef unless ($formname eq "Database"); > > return 1; > > > > cheers > > john > > > > > > > > -Todd > > > > > > On Thu, Apr 27, 2006 at 05:05:03PM +1000, john habermann wrote: > > > > Hi > > > > > > > > I have a queue called database which had been setup to recieve emails > > > > from a form. I had set up a simple approval process by following the > > > > wiki so I created an approv-database queue and then have a template in > > > > the database queue that creates a Ticket in the approv-database queue > > > > when a ticket is created in the database queue. > > > > > > > > The usage of the database queue has expanded beyond just accepting > > > > emails from the form and other tickets that are created in it don't > > > > need to be approved so I have been trying to change the database queue > > > > so that only tickets created by the form emails will trigger an > > > > approval. > > > > > > > > To do this I have the form inserting a header "RT-Formname" and I then > > > > changed the "Request Approval" scip in the database queue so it used a > > > > custom condition rather than the default "On create" condition. This > > > > is what I have in my Custom Condition: > > > > -------------------------------- > > > > my $header = $self->TransactionObj->Attachments->First->Headers(); > > > > $header =~ s/\n\s+/ /g; > > > > my $formname = ''; > > > > if ($header =~ /^Formname: (.*?)$/m) { > > > > $formname = $1; > > > > $RT::Logger->debug("the headers are $formname"); > > > > } > > > > else { > > > > $RT::Logger->debug("didn't match"); > > > > } > > > > $RT::Logger->debug("the formname is $formname"); > > > > return undef unless ($formname eq "Database"); > > > > return 1; > > > > ------------------------------- > > > > > > > > This appears to work fine as if I create a ticket through the web > > > > interface in RT then the Request Approval scrip is not called and a > > > > ticket is created that doesn't trigger the approval process. When I > > > > send in a email from the form the approval process is triggered as > > > > before so a ticket is created that is pending approval but even though > > > > it appears to work fine and the tickets are created I am getting this > > > > in the rt.log file: > > > > > > > > ------------------------------ > > > > [Thu Apr 27 06:24:25 2006] [error]: Scrip 16 IsApplicable failed: > > > > Can't call method "Headers" on an undefined value at (eval 602) line > > > > 1. > > > > > > > > Stack: > > > > [(eval 602):1] > > > > [/usr/share/request-tracker3.4/lib/RT/ScripCondition_Overlay.pm:219] > > > > [/usr/share/request-tracker3.4/lib/RT/Scrip_Overlay.pm:438] > > > > [/usr/share/request-tracker3.4/lib/RT/Scrips_Overlay.pm:228] > > > > [/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:160] > > > > [/usr/share/request-tracker3.4/lib/RT/Record.pm:1373] > > > > [/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:3439] > > > > [/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:3176] > > > > [(eval 579):14] > > > > [/usr/share/request-tracker3.4/lib/RT/ScripAction_Overlay.pm:220] > > > > [/usr/share/request-tracker3.4/lib/RT/Scrip_Overlay.pm:477] > > > > [/usr/share/request-tracker3.4/lib/RT/Scrips_Overlay.pm:235] > > > > [/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:160] > > > > [/usr/share/request-tracker3.4/lib/RT/Record.pm:1373] > > > > [/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:3439] > > > > [/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:3176] > > > > [/usr/share/request-tracker3.4/html/Approvals/index.html:80] > > > > [/usr/share/request-tracker3.4/html/autohandler:215] > > > > (/usr/share/request-tracker3.4/lib/RT/Condition/UserDefined.pm:67) > > > > [Thu Apr 27 06:24:25 2006] [debug]: About to commit scrips for > > > > transaction #7809 > > > > (/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:167) > > > > ----------------------------------- > > > > I also appear to be getting this notice when other tickets are being > > > > created in other queues as I just noticed that it appeared in the log > > > > when some created a ticket in the support queue. > > > > > > > > I am thinking that it is something to do with IsApplicable but not > > > > quite sure that is supposed to apply given that the code is being > > > > executed through the Userdefinied.pm condition. If anyone can shed any > > > > light or point me to some more info on this subject I would > > > > appreciate it, have looked on the Wiki and also in the RT Essentials > > > > book but couldn't find much that helped me figure out why this error > > > > was happening although it helped me figure out how to to get this far. > > > > > > > > cheers > > > > John > > > > -- > > > > John Habermann > > > > The Wilderness Society > > > > www.wilderness.org.au > > > > _______________________________________________ > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > > > Community help: http://wiki.bestpractical.com > > > > Commercial support: sales at bestpractical.com > > > > > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > > > Buy a copy at http://rtbook.bestpractical.com > > > > > > > > > > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > > > > > > > > > -- > > John Habermann > > The Wilderness Society > > www.wilderness.org.au > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > > > > > -- > Best regards, Ruslan. > -- John Habermann The Wilderness Society www.wilderness.org.au From thealbs at yahoo.co.uk Fri Apr 28 02:02:40 2006 From: thealbs at yahoo.co.uk (brian mccabe) Date: Fri, 28 Apr 2006 07:02:40 +0100 (BST) Subject: [rt-users] time-based Admincc: changes per queue? Message-ID: <20060428060240.68372.qmail@web25707.mail.ukl.yahoo.com> Hi Does anyone have a neat way of changing the AdminCC:'s on a queue dynamically, based on the day and time of day? Because we operate 24/7 there are certain queues which are managed by different teams outside of normal working hours. During those times the call volume is also significantly less. Hence, outside normal hours I am interested in a way to generate emails to an RT group whenever something changes in that queue. This is equivalent to the AdminCC: behaviour but I want to dynamically switch the setting on and off. I guess I could run a cron job that went straight at the underlying data but wondered if anyone had come up with a neater way of doing this perhaps? Thanks in advance Regards Brian ___________________________________________________________ Introducing the new Yahoo! Answers Beta ? A new place to get answers to your questions ? Try it http://uk.answers.yahoo.com From flatten at ecs.umass.edu Fri Apr 28 09:20:45 2006 From: flatten at ecs.umass.edu (Davin Flatten) Date: Fri, 28 Apr 2006 09:20:45 -0400 Subject: [rt-users] Users being logged out. In-Reply-To: <003e01c6699d$f5784640$0e14140a@ad.serreyn.com> References: <003e01c6699d$f5784640$0e14140a@ad.serreyn.com> Message-ID: <445216AD.3050406@ecs.umass.edu> I am still having this problem but I have ruled out the session cache by using Apache::Session::File and my PgSQL database for sessions. Both show the same problem. I also made sure I have a good network connection. I have the problem with both SSL and nonSSL connections. The problem is reproducible. If I log into RT the first time and then click on 'Preferences' while on the 'Home' page I will be redirected to the login page every time. It looks like I am going to have to spend time to debug the code for this problem. Anyone have any success with this bug? -Davin -- Davin Flatten Unix Systems Administrator University of Massachusetts Amherst, MA 01003 Phone: 413-545-1580 Email: flatten at ecs.umass.edu From rickr at rice.edu Fri Apr 28 09:34:58 2006 From: rickr at rice.edu (Rick Russell) Date: Fri, 28 Apr 2006 08:34:58 -0500 Subject: [rt-users] Users being logged out. In-Reply-To: <445216AD.3050406@ecs.umass.edu> References: <003e01c6699d$f5784640$0e14140a@ad.serreyn.com> <445216AD.3050406@ecs.umass.edu> Message-ID: <44521A02.4000601@rice.edu> Are you waiting long enough for the entire page to load? The pages sets an authentication cookie; if the page doesn't completely load, the auth cookie isn't set correctly and you're not authenticated. The authentication is strictly cookie based, so there's no issue with apache sessions or anything like that. I've left my computer asleep and off the net for hours, then I come back to my browser and continue without needing to log back in. As long as you don't toss the cookie, you're golden. Rick R. Davin Flatten wrote: > I am still having this problem but I have ruled out the session cache by > using Apache::Session::File and my PgSQL database for sessions. Both > show the same problem. I also made sure I have a good network > connection. I have the problem with both SSL and nonSSL connections. > The problem is reproducible. If I log into RT the first time and then > click on 'Preferences' while on the 'Home' page I will be redirected to > the login page every time. It looks like I am going to have to spend > time to debug the code for this problem. Anyone have any success with > this bug? > > -Davin > -------------- next part -------------- A non-text attachment was scrubbed... Name: rickr.vcf Type: text/x-vcard Size: 182 bytes Desc: not available URL: From rickr at rice.edu Fri Apr 28 09:46:37 2006 From: rickr at rice.edu (Rick Russell) Date: Fri, 28 Apr 2006 08:46:37 -0500 Subject: [rt-users] time-based Admincc: changes per queue? In-Reply-To: <20060428060240.68372.qmail@web25707.mail.ukl.yahoo.com> References: <20060428060240.68372.qmail@web25707.mail.ukl.yahoo.com> Message-ID: <44521CBD.6040109@rice.edu> brian mccabe wrote: > Does anyone have a neat way of changing the AdminCC:'s > on a queue dynamically, based on the day and time of > day? I can think of a few ways to do it. The AdminCC watcher list for a Queue can be modified by scrips. So you could have a script that does the following. -- Fires on an appropriate transaction ("correspond" and "comment" are obvious choices) -- Checks the current time and Queue watcher list. -- Based on the time, changes the Queue watcher list. Jesse Vincent's Business::Hours module would be most useful for this purpose. Example: Custom condition: if ( ($self->TransactionObj->Type eq 'Create') || ($self->TransactionObj->Type eq 'Correspond') || ($self->TransactionObj->Type eq 'Comment') ## Add other transaction types as appropriate, depending on ## when & why you want to send notifications. ) { return (1); } else { return (undef); } Custom action prep: # Check to see if day group is currently on the Watcher list # but it's night so now we need to switch my $Queue = $self->$TicketObj->QueueObj; if ( ( # your custom time condition here # to determine that it's now night/off-hours # may be really complicated ) && ( $Queue->IsWatcher(Type => 'AdminCc', Email => 'daygroup at blah.co.uk') ) ) { return (1); } else { return (undef); } Custom action cleanup: my $Queue = $self->$TicketObj->QueueObj; $Queue->DeleteWatcher(Type => 'AdminCc', Email => 'daygroup at blah.co.uk'); $Queue->AddWatcher(Type => 'AdminCc', Email => 'nightgroup at blah.co.uk'); return(1); end code! Another way to do it would be to write a custom template that pumps in a predefined "To" list based on the time of day, then use your custom condition with the Notify Other Recipients action to send the notifications. Forget about the whole AdminCc thing at all. In fact, now that I think about it, that would probably be a whole lot easier than dorking around with the Watcher lists for the Queue. Yet a Third Way to do it: set up a custom notification e-mail list that has its own timer that switches between the on-call service groups, and abstract the whole thing out of RT. This would have the secondary advantage that you could use the notification e-mail list for other things, like sending non-RT-related notes to the current on-call service group. OK, I can only think of 3 ways to do it. Rick R. -------------- next part -------------- A non-text attachment was scrubbed... Name: rickr.vcf Type: text/x-vcard Size: 182 bytes Desc: not available URL: From brendanarnold at gmail.com Fri Apr 28 09:54:05 2006 From: brendanarnold at gmail.com (Brendan Arnold) Date: Fri, 28 Apr 2006 14:54:05 +0100 Subject: [rt-users] Lack of trailing slash causing porblems in IE In-Reply-To: <589c94400604271410n7c85069bjbb7120c01e6d205d@mail.gmail.com> References: <5ed41c130604201102l5674de49of1f27a568ea19daa@mail.gmail.com> <20060421153647.GH24532@bestpractical.com> <589c94400604210912j40656e1cxf9de8c05a02ac515@mail.gmail.com> <5ed41c130604270546l3660a2a0r33c0423b607a120a@mail.gmail.com> <589c94400604271410n7c85069bjbb7120c01e6d205d@mail.gmail.com> Message-ID: <5ed41c130604280654q5f383202if164ab7aee3cc94f@mail.gmail.com> OK I have set ScriptAlias as suggested, although the problems still persist on occasion. The Web* vars from RT_SiteConfig are as follows, Set($WebPath , "/rt"); Set($WebBaseURL , "https://example.com"); Set($WebURL , $WebBaseURL . $WebPath . "/"); Should this be instead... Set($WebPath , "/rt/"); Set($WebBaseURL , "https://example.com"); Set($WebURL , $WebBaseURL . $WebPath); Regards, Brendan From plummer at geneseo.edu Fri Apr 28 10:19:38 2006 From: plummer at geneseo.edu (Shawn Plummer) Date: Fri, 28 Apr 2006 10:19:38 -0400 Subject: [rt-users] Saved Search display columns Message-ID: Hello, I am attempting to modify the global saved search parameters on the RT at a glance page. My goal it to make it more like the results returned when clicking on a queue by including a second row of information our users have deemed important regarding requester, age of the ticket etc. My question is this. In the saved searches for the default queue view there is a line listed in the Display Column's section. How do I insert that values so that my searches can have that value in them to format the output? I do not see it as an option in the "add columns:" box My other question is if it is possible to display a requestor's organization information as a display column in a search result, or any other arbitrary requestor information. Thanks! ~~~~~~~~~~~~~ Shawn Plummer Systems Manager CIT SUNY Geneseo "The mind can make substance, and people planets of its own with beings brighter than have been, and give a breath to forms which can outlive all flesh." -Lord Byron -------------- next part -------------- An HTML attachment was scrubbed... URL: From klusk at brit.com Fri Apr 28 10:25:50 2006 From: klusk at brit.com (Kristopher Lusk) Date: Fri, 28 Apr 2006 09:25:50 -0500 Subject: [rt-users] Replying to Commenter - not Watchers Message-ID: <20060428142555.25DC5A3AE7@mail.brit.com> Hello All, Forgive me if this is trivial. How would I go about setting up RT to allow for the following? PersonA replies to a comment that PersonB put into a ticket - neither is the owner nor are they watchers; they are just parties adding information to the ticket. I want PersonB to be notified by email that PersonA has just "replied" to the comment that they (PersonB) made. If your question is, why not just have them email each other? Well, I want all ticket correspondence to be kept in the ticket. Is the only way to do this manually adding PersonB as a CC or BCC when PersonA is updating the ticket? Is there a better way? Thanks, Kris -------------- next part -------------- An HTML attachment was scrubbed... URL: From MarkRoedel at letu.edu Fri Apr 28 10:59:02 2006 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Fri, 28 Apr 2006 09:59:02 -0500 Subject: [rt-users] Priority status messages Message-ID: -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jesse Vincent Sent: Thursday, April 27, 2006 12:02 PM To: Michael Dunne Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Priority status messages On Thu, Apr 27, 2006 at 12:43:45PM -0400, Michael Dunne wrote: >> Our call center would like to have priority system messages appear on >> their RT at a glance page. An example would be if our company were >> experiencing a problem with our PBX, data ingestion, or anything that >> affects a large number of clients. A call center employee could then >> post a message that would propagate to all users referencing the issue >> and ticket number. > > You want RT::Extension::ServiceUpdates...Which we built a while back > and failed to release. I've remedied that problem. It should be on CPAN today. Sounds handy...in its current state, what (if any) control does it offer over who has permission to create updates and who has permission to view them? -- Mark Roedel Web Programmer / Analyst LeTourneau University From jesse at bestpractical.com Fri Apr 28 12:07:53 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 28 Apr 2006 12:07:53 -0400 Subject: [rt-users] Message could not be recorded In-Reply-To: <4450F002.7020100@genome.chop.edu> References: <4450F002.7020100@genome.chop.edu> Message-ID: <20060428160753.GZ24532@bestpractical.com> On Thu, Apr 27, 2006 at 12:23:30PM -0400, Kevin Murphy wrote: > Have mercy on me. I'm a sleep-deprived new father not supposed to be > back at work yet, and I could use a hint on this one ;-) I looked > through the wiki but didn't have success. Congrats. I think RT's jealous that you're splitting your affections. This looks kind of weird. Is there a chance that the resolved email is getting to a queue they don't have permissions to or something? (That looks really broken). Show us the message the user sends in? > I just created a new feedback queue for testing, and everything seems to > work, except: > > When a requester replies to a "resolved" email, the ticket is not > re-opened, and the requester receives an email with the subject "Message > not recorded". > > In the Apache error log, I see: > > [Thu Apr 27 15:01:52 2006] [crit]: RT::Attachment->Create couldn't, as > you didn't specify a transaction > (/usr/local/rt3/lib/RT/Attachment_Overlay.pm:147) > [Thu Apr 27 15:01:52 2006] [err]: RT::Ticket=HASH(0x431f2a0) couldn't > init a transaction Transaction Created > (/usr/local/rt3/lib/RT/Ticket_Overlay.pm:2413) > [Thu Apr 27 15:01:52 2006] [crit]: Message could not be recorded > (/usr/local/rt3/lib/RT/Interface/Email.pm:802) > > Please throw my befuddled brain a bone. > > I'm using RT 3.4.4. > > Thanks, > Kevin Murphy > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > -- From jesse at bestpractical.com Fri Apr 28 12:22:59 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 28 Apr 2006 12:22:59 -0400 Subject: [rt-users] Still having problems with GD and RT 3.6.0pre1 In-Reply-To: <20060421184118.8B7F54D831D@diesel.bestpractical.com> References: <589c94400604211135y456948c8sc805463f3036b7f@mail.gmail.com> <20060421184118.8B7F54D831D@diesel.bestpractical.com> Message-ID: <20060428162259.GD24532@bestpractical.com> Can you try this patch to RT? It should work with other GD versions --- Chart (revision 12018) +++ Chart (local) @@ -76,7 +76,15 @@ while ( my $entry = $tix->Next ) { } my $plot = $chart->plot( [ [@keys], [@values] ] ) or die $chart->error; - $r->content_type('image/png'); - $m->out( $plot->png ); + if ($plot->can('png') ) { + $r->content_type('image/png'); + $m->out( $plot->png ); + } elsif ($plot->can('gif')) { + $r->content_type('image/gif'); + $m->out( $plot->gif ); + + } else { + die "Your GD library appears to support neither PNG nor GIF"; + } $m->abort(); From nate at seekio.com Fri Apr 28 12:32:16 2006 From: nate at seekio.com (nate) Date: Fri, 28 Apr 2006 09:32:16 -0700 Subject: [rt-users] RTFM text formatting problem Message-ID: <44524390.10305@seekio.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I've installed RTFM, following the install instructions by creating a class, creating a custom text field, and assigning rights. The problem is that text entered doesn't seem to print very well. My custom field is of the Text type. When I enter text like so: - ----------- This is a 1. test of 2. RTFM text 3. formatting. - ----------- What I see when I view the article is this: - ----------- This is a 1. test of 2. RTFM text 3. formatting. - ----------- Which makes it hard to read pre-formatted text. Now is something wrong with my installation, or is this Working As Intended? If so, then I guess I'll just stick in a text output filter in the code, so that carriage returns (\n) are replace with (
\n) and more than one space is replaced with ( ). It just doesn't make sense to me that this is the way that it was intended to work, since any text with any formatting, even just paragraph breaks, is all jumbled together. Any insight is appreciated. Thanks, Nate - -- :wq -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.1 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFEUkN9RMRYK1K/wKQRAnXPAJoCwfzZM5YfVHTKy96HWHOqSqv43wCePJFj C6rVSJn07ApIHCb76JJKBaQ= =4Kex -----END PGP SIGNATURE----- From jesse at bestpractical.com Fri Apr 28 12:34:08 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 28 Apr 2006 12:34:08 -0400 Subject: [rt-users] RTFM text formatting problem In-Reply-To: <44524390.10305@seekio.com> References: <44524390.10305@seekio.com> Message-ID: <20060428163407.GF24532@bestpractical.com> On Fri, Apr 28, 2006 at 09:32:16AM -0700, nate wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > I've installed RTFM, following the install instructions by creating a > class, creating a custom text field, and assigning rights. The problem > is that text entered doesn't seem to print very well. My custom field > is of the Text type. When I enter text like so: You're using an "enter many lines" not "enter a big block of text" custom field. > - ----------- > This is a > > 1. test of > 2. RTFM text > 3. formatting. > - ----------- > > What I see when I view the article is this: > > - ----------- > This is a 1. test of 2. RTFM text 3. formatting. > - ----------- > > Which makes it hard to read pre-formatted text. Now is something wrong > with my installation, or is this Working As Intended? If so, then I > guess I'll just stick in a text output filter in the code, so that > carriage returns (\n) are replace with (
\n) and more than one space > is replaced with ( ). It just doesn't make sense to me that > this is the way that it was intended to work, since any text with any > formatting, even just paragraph breaks, is all jumbled together. Any > insight is appreciated. > > Thanks, > Nate > > - -- > :wq > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.4.1 (GNU/Linux) > Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org > > iD8DBQFEUkN9RMRYK1K/wKQRAnXPAJoCwfzZM5YfVHTKy96HWHOqSqv43wCePJFj > C6rVSJn07ApIHCb76JJKBaQ= > =4Kex > -----END PGP SIGNATURE----- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- From shildreth at allantgroup.com Fri Apr 28 13:14:17 2006 From: shildreth at allantgroup.com (Scott T. Hildreth) Date: Fri, 28 Apr 2006 12:14:17 -0500 Subject: [rt-users] Jesse Will Be At YAPC Message-ID: <1146244457.95791.154.camel@scotth.emsphone.com> My Plug for Jesse: ------------------ I thought I would mention, that if you haven't noticed, Jesse will be giving a talk on Jifty at YAPC. http://yapcchicago.org/the-schedule/tuesday ..so if you are in Chicago June 26-28 attend YAPC and go see Jesse talk about Jifty, I am. :-) My Sales Pitch for YAPC : ------------------------ There is a early-register discount until April 30th, $85 for the three days, normally a $100 (still a bargain). http://yapcchicago.org/zencart/ Thanks for listening, hope to see you there! STH -- Scott T. Hildreth From Lutz.Jaenicke at aet.TU-Cottbus.DE Fri Apr 28 13:55:39 2006 From: Lutz.Jaenicke at aet.TU-Cottbus.DE (Lutz Jaenicke) Date: Fri, 28 Apr 2006 19:55:39 +0200 Subject: [rt-users] Installation Problem In-Reply-To: <589c94400604210600n46b77d50i21c06545bac5687e@mail.gmail.com> References: <20060421111600.GA9979@serv01.aet.tu-cottbus.de> <589c94400604210600n46b77d50i21c06545bac5687e@mail.gmail.com> Message-ID: <20060428175539.GA25128@serv01.aet.tu-cottbus.de> On Fri, Apr 21, 2006 at 05:00:09PM +0400, Ruslan Zakirov wrote: > On 4/21/06, Lutz Jaenicke wrote: > > Hi! > > > > we are trying to install rt-3.4.5 on a FreeBSD system under OpenPKG. > > So far it seems that all dependencies have been satisfied, nevertheless > > connecting to RT fails with > What exactly fails? Does it blow up your monitor? > > > Assert_Defined failed: Cache::BaseCache line 194 > Paste whole errors! > > > The environment is Apache with mod_perl, Perl version is 5.8.7. > > Any idea what may be causing the problem? > No, unless you provide details. Ok, I have hacked up perl deep enough to not just "throw Error::Simple" but to provide me with a stacktrace. (Long original lines preserved intentionally) [Fri Apr 28 19:00:32 2006] [error] Assert_Defined for p_key at /v/openssl/sw/lib/perl/vendor_perl/5.8.7/Cache/BaseCache.pm line 194 Cache::BaseCache::get('Cache::MemoryCache=HASH(0x99bc0fc)', 'Name=RT_System') called at /v/openssl/sw/lib/perl/vendor_perl/5.8.7/DBIx/SearchBuilder/Record/Cachable.pm line 311 DBIx::SearchBuilder::Record::Cachable::_lookup_primary_RecordCache_key('RT::CurrentUser=HASH(0x9989bd0)', 'Name=RT_System') called at /v/openssl/sw/lib/perl/vendor_perl/5.8.7/DBIx/SearchBuilder/Record/Cachable.pm line 131 DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::CurrentUser=HASH(0x9989bd0)', 'Name', 'RT_System') called at /v/openssl/sw/libexec/rt/RT/Record.pm line 392 RT::Record::LoadByCols('RT::CurrentUser=HASH(0x9989bd0)', 'Name', 'RT_System') called at /v/openssl/sw/lib/perl/vendor_perl/5.8.7/DBIx/SearchBuilder/Record.pm line 1078 DBIx::SearchBuilder::Record::LoadByCol('RT::CurrentUser=HASH(0x9989bd0)', 'Name', 'RT_System') called at /v/openssl/sw/libexec/rt/RT/CurrentUser.pm line 254 RT::CurrentUser::LoadByName('RT::CurrentUser=HASH(0x9989bd0)', 'RT_System') called at /v/openssl/sw/libexec/rt/RT.pm line 152 RT::Init() called at /v/openssl/sw/cgi/rt/webmux.pl line 122 RT::Mason::handler('Apache=SCALAR(0x98a1c54)') called at /dev/null line 0 eval {...} called at /dev/null line 0\n Having seen this I found that there was no RT_System user in the database and a drop of the database with re-init resulted in: ... Now creating a database for RT. Creating mysql database rt. Now populating database schema. Creating database schema. Done setting up database schema. Now inserting database ACLs Done setting up database ACLs. Now inserting RT core system objects Checking for existing system user...[Fri Apr 28 17:52:21 2006] [crit]: (/v/openssl/sw/libexec/rt/RT.pm:295) So quite obviously something odd is going on here. How to continue to debug??? Best regards, Lutz -- Lutz Jaenicke Lutz.Jaenicke at aet.TU-Cottbus.DE http://www.aet.TU-Cottbus.DE/personen/jaenicke/ BTU Cottbus, Allgemeine Elektrotechnik Universitaetsplatz 3-4, D-03044 Cottbus From nate at seekio.com Fri Apr 28 13:58:23 2006 From: nate at seekio.com (nate) Date: Fri, 28 Apr 2006 10:58:23 -0700 Subject: [rt-users] RTFM text formatting problem In-Reply-To: <20060428163407.GF24532@bestpractical.com> References: <44524390.10305@seekio.com> <20060428163407.GF24532@bestpractical.com> Message-ID: <445257BF.50505@seekio.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hmm... I didn't think I was. For CustomFields I see these options: Enter one value Enter multiple values Fill in one wikitext area Fill in multiple wikitext areas Upload one image Upload multiple images Select one value Select multiple values Upload one file Upload multiple files Fill in one text area And I selected, "Fill in one text area." It shows up as type "Text" in the CustomFields table. Is that not the right type? Thanks, Nate Jesse Vincent wrote: > > > On Fri, Apr 28, 2006 at 09:32:16AM -0700, nate wrote: > I've installed RTFM, following the install instructions by creating a > class, creating a custom text field, and assigning rights. The problem > is that text entered doesn't seem to print very well. My custom field > is of the Text type. When I enter text like so: > >> You're using an "enter many lines" not "enter a big block of text" >> custom field. > > > ----------- > This is a > > 1. test of > 2. RTFM text > 3. formatting. > ----------- > > What I see when I view the article is this: > > ----------- > This is a 1. test of 2. RTFM text 3. formatting. > ----------- > > Which makes it hard to read pre-formatted text. Now is something wrong > with my installation, or is this Working As Intended? If so, then I > guess I'll just stick in a text output filter in the code, so that > carriage returns (\n) are replace with (
\n) and more than one space > is replaced with ( ). It just doesn't make sense to me that > this is the way that it was intended to work, since any text with any > formatting, even just paragraph breaks, is all jumbled together. Any > insight is appreciated. > > Thanks, > Nate > > -- > :wq _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com >> >> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html >> - -- :wq -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.1 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFEUle+RMRYK1K/wKQRAjQaAJ9IWCp5MXxzB5LzuaMclBDAF/UmwQCePJ1j n65NXX/3VBJNyG0GLqedJnw= =O34c -----END PGP SIGNATURE----- From Lutz.Jaenicke at aet.TU-Cottbus.DE Fri Apr 28 14:15:07 2006 From: Lutz.Jaenicke at aet.TU-Cottbus.DE (Lutz Jaenicke) Date: Fri, 28 Apr 2006 20:15:07 +0200 Subject: [rt-users] Installation Problem In-Reply-To: <20060428175539.GA25128@serv01.aet.tu-cottbus.de> References: <20060421111600.GA9979@serv01.aet.tu-cottbus.de> <589c94400604210600n46b77d50i21c06545bac5687e@mail.gmail.com> <20060428175539.GA25128@serv01.aet.tu-cottbus.de> Message-ID: <20060428181507.GA25940@serv01.aet.tu-cottbus.de> On Fri, Apr 28, 2006 at 07:55:39PM +0200, Lutz Jaenicke wrote: > On Fri, Apr 21, 2006 at 05:00:09PM +0400, Ruslan Zakirov wrote: > > On 4/21/06, Lutz Jaenicke wrote: > > > Hi! > > > > > > we are trying to install rt-3.4.5 on a FreeBSD system under OpenPKG. > > > So far it seems that all dependencies have been satisfied, nevertheless > > > connecting to RT fails with > > What exactly fails? Does it blow up your monitor? > > > > > Assert_Defined failed: Cache::BaseCache line 194 > > Paste whole errors! > > > > > The environment is Apache with mod_perl, Perl version is 5.8.7. > > > Any idea what may be causing the problem? > > No, unless you provide details. > > Ok, I have hacked up perl deep enough to not just "throw Error::Simple" > but to provide me with a stacktrace. (Long original lines preserved intentionally) .... Ok, please stop any thinking, problem found. I will have a talk to the guy who messed around by manually editing SearchBuilder's internals.. Best regards, Lutz -- Lutz Jaenicke Lutz.Jaenicke at aet.TU-Cottbus.DE http://www.aet.TU-Cottbus.DE/personen/jaenicke/ BTU Cottbus, Allgemeine Elektrotechnik Universitaetsplatz 3-4, D-03044 Cottbus From rickr at rice.edu Fri Apr 28 16:04:02 2006 From: rickr at rice.edu (Rick Russell) Date: Fri, 28 Apr 2006 15:04:02 -0500 Subject: [rt-users] Message could not be recorded In-Reply-To: <20060428160753.GZ24532@bestpractical.com> References: <4450F002.7020100@genome.chop.edu> <20060428160753.GZ24532@bestpractical.com> Message-ID: <44527532.8000405@rice.edu> Jesse Vincent wrote: > getting to a queue they don't have permissions to or something? (That > looks really broken). Show us the message the user sends in? I can verify that "Message not recorded" is the error you get if you do not have permission to Reply to a ticket. Make sure that Requestors have (Global) Reply permissions. Also keep in mind that if the Requestor uses a different mail alias (whatever at mail.blah.com instead of whatever at blah.com, for example), RT won't know who they are and it will post the error. -------------- next part -------------- A non-text attachment was scrubbed... Name: rickr.vcf Type: text/x-vcard Size: 182 bytes Desc: not available URL: From flatten at ecs.umass.edu Fri Apr 28 16:10:30 2006 From: flatten at ecs.umass.edu (Davin Flatten) Date: Fri, 28 Apr 2006 16:10:30 -0400 Subject: [rt-users] Users being logged out. In-Reply-To: <44521A02.4000601@rice.edu> References: <003e01c6699d$f5784640$0e14140a@ad.serreyn.com> <445216AD.3050406@ecs.umass.edu> <44521A02.4000601@rice.edu> Message-ID: <445276B6.5090709@ecs.umass.edu> Rick- I thought the same, but these logouts are occurring immediately after you have already logged in. They occur when the user clicks a page that is not the index.html page. It also occurs across browsers (IE, Thunderbird, etc...) I can see in the logs for both rt and apache that errors are being generated when rt attempts to load the user object but the $self->Id value is undefined. This causes a series of errors to occur until finally ( probably default behavior ) the user is redirected to the login page. Still frustrated! Thanks Davin -- Davin Flatten Unix Systems Administrator University of Massachusetts Amherst, MA 01003 Phone: 413-545-1580 Email: flatten at ecs.umass.edu From ruslan.zakirov at gmail.com Fri Apr 28 17:33:51 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sat, 29 Apr 2006 01:33:51 +0400 Subject: [rt-users] Lack of trailing slash causing porblems in IE In-Reply-To: <5ed41c130604280654q5f383202if164ab7aee3cc94f@mail.gmail.com> References: <5ed41c130604201102l5674de49of1f27a568ea19daa@mail.gmail.com> <20060421153647.GH24532@bestpractical.com> <589c94400604210912j40656e1cxf9de8c05a02ac515@mail.gmail.com> <5ed41c130604270546l3660a2a0r33c0423b607a120a@mail.gmail.com> <589c94400604271410n7c85069bjbb7120c01e6d205d@mail.gmail.com> <5ed41c130604280654q5f383202if164ab7aee3cc94f@mail.gmail.com> Message-ID: <589c94400604281433h4eeec5a8p8ea1746bdca81723@mail.gmail.com> The first variant of the settings is correct. On 4/28/06, Brendan Arnold wrote: > OK I have set ScriptAlias as suggested, although the problems still > persist on occasion. > > The Web* vars from RT_SiteConfig are as follows, > > Set($WebPath , "/rt"); > Set($WebBaseURL , "https://example.com"); > Set($WebURL , $WebBaseURL . $WebPath . "/"); > > Should this be instead... > > Set($WebPath , "/rt/"); > Set($WebBaseURL , "https://example.com"); > Set($WebURL , $WebBaseURL . $WebPath); > > Regards, > > Brendan > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From rt3 at acerhomes.com Sat Apr 29 02:26:51 2006 From: rt3 at acerhomes.com (rt3 at acerhomes.com) Date: Sat, 29 Apr 2006 14:26:51 +0800 (PHT) Subject: [rt-users] How to debug RT3 better Message-ID: <6061.203.87.145.65.1146292011.squirrel@mail.acerhomes.com> I'm really don't know about perl syntax but I'm very familiar with SQL. I have still some problem with RT3 when upgraded from 3.0.5 to 3.4.5. It's currently working except from the approval link which doesn't show anything even I selected pending, approved or denied, etc. I already posted my problem but no one seems bother to answer. I think I have some problem with SQL query passing to database (PSQL). My question how I can debug this problem? From m-liebman at northwestern.edu Sat Apr 29 07:58:18 2006 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Sat, 29 Apr 2006 07:58:18 -0400 Subject: [rt-users] How to debug RT3 better In-Reply-To: <6061.203.87.145.65.1146292011.squirrel@mail.acerhomes.com> References: <6061.203.87.145.65.1146292011.squirrel@mail.acerhomes.com> Message-ID: <445354DA.7080500@northwestern.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On 4/29/2006 2:26 AM, rt3 at acerhomes.com wrote: > I think I have some problem with SQL query passing to database > (PSQL). My question how I can debug this problem? http://wiki.bestpractical.com/index.cgi?Debug - -- 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" -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.3 (MingW32) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFEU1Ta6UheVG5j+1cRAtRYAJ93wGlZOaPZ8aUIN6G6LdabxjdYEACgq8tH /G8+p7PwQep/cC+9LT4IIu0= =Su+w -----END PGP SIGNATURE----- From flatten at ecs.umass.edu Sat Apr 29 08:38:13 2006 From: flatten at ecs.umass.edu (Davin Flatten) Date: Sat, 29 Apr 2006 08:38:13 -0400 Subject: [rt-users] Users being logged out. In-Reply-To: <445276B6.5090709@ecs.umass.edu> References: <003e01c6699d$f5784640$0e14140a@ad.serreyn.com> <445216AD.3050406@ecs.umass.edu> <44521A02.4000601@rice.edu> <445276B6.5090709@ecs.umass.edu> Message-ID: <44535E35.8050405@ecs.umass.edu> Well I went ahead and upgraded our RT installation to 3.6.0pre1and the problem still exists. Still wondering? -Davin From sockmonk at gmail.com Sat Apr 29 15:19:35 2006 From: sockmonk at gmail.com (sockmonk at gmail.com) Date: Sat, 29 Apr 2006 15:19:35 -0400 Subject: [rt-users] first time login fails Message-ID: Hi, I'm having a little trouble getting off the ground with a basic install of RT 3.4.5. I'm installing it on a Fedora Core 4 box. After first trying to install from source and never quite getting all the mod_perl dependencies straightened out, I deleted that and tried the RPM instructions from the wiki. Now I at least have Apache and mod_perl up and running, and I have the initial login screen. However, I can't seem to login as 'root' for the first time to start setting things up. One departure from the instructions I made was to comment out the SSL config lines in rt.conf. Will having that commented out cause a problem either now or down the road? Another anomaly I've noticed is that in apache's error_log, the "FAILED LOGIN for root" messages are timestamped UTC, whereas the normal apache stop/restart messages are timestamped local time. I set the time zone in my RT_SiteConfig.pm. Any thoughts on what could be wrong there? Thanks, -- sockmonk -------------- next part -------------- An HTML attachment was scrubbed... URL: From msnyder at servervault.com Sun Apr 30 01:23:50 2006 From: msnyder at servervault.com (Mathew Snyder) Date: Sun, 30 Apr 2006 01:23:50 -0400 Subject: [rt-users] rt3-on-pg-to-mysql problem Message-ID: <445449E6.7010803@servervault.com> I've run into a problem with this script that I'm hoping someone can help me out with. It seems to work fine; connecting to both databases (old and new) and transferring data. However, when it gets to CustomFields is kicks out an error that says DBD::mysql::st execute failed: Unknown column 'queue' in 'field list' at ./rt3-on-pg-to-mysql line 64. 0,12,Profiles,1,Company Profile,2004-05-18 18:46:35,2004-05-18 20:37:39,1,SelectMultiple,0,12 at ./rt3-on-pg-to-mysql line 64. Company Profile being the custom field. I looked at the information about the CustomField table but there aren't any columns called "queue." Has anyone else run into this problem? -- Mathew Snyder Systems Administrator Network+ ServerVault TechOps From rajeshkodali at rediffmail.com Sun Apr 30 06:10:43 2006 From: rajeshkodali at rediffmail.com (rajesh kodali) Date: 30 Apr 2006 10:10:43 -0000 Subject: [rt-users] How to remove default logos and Page titles in 3.4.2 Message-ID: <20060430101043.16045.qmail@webmail7.rediffmail.com> Hi, I am using RT 3.4.2 and I'ld like to customize RT and remove default logos and page titles .. can any one help out .. Thanks in advance .. Rajesh.K -------------- next part -------------- An HTML attachment was scrubbed... URL: From m-liebman at northwestern.edu Sun Apr 30 08:45:51 2006 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Sun, 30 Apr 2006 08:45:51 -0400 Subject: [rt-users] How to remove default logos and Page titles in 3.4.2 In-Reply-To: <20060430101043.16045.qmail@webmail7.rediffmail.com> References: <20060430101043.16045.qmail@webmail7.rediffmail.com> Message-ID: <4454B17F.6080804@northwestern.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On 4/30/2006 6:10 AM, rajesh kodali wrote: > Hi, > > I am using RT 3.4.2 and I'ld like to customize RT and remove default > logos and page titles .. can any one help out .. http://wiki.bestpractical.com/index.cgi?ChangeLogo http://wiki.bestpractical.com/index.cgi?action=revisions&page_name=CleanlyCustomizeRT&revision_id=-1 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" -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.3 (MingW32) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFEVLF/6UheVG5j+1cRAkLZAJ4hI9catWayvOLcRgHsdfSnCT5WQwCgxJdg G2QNfy5Rf3P3y7LMc2weyWM= =hcNt -----END PGP SIGNATURE----- From lists at allermann.net Sun Apr 30 12:52:06 2006 From: lists at allermann.net (Chris Allermann) Date: Sun, 30 Apr 2006 12:52:06 -0400 Subject: [rt-users] Migrating From Zentrack Message-ID: <4454EB36.4080004@allermann.net> For the last couple of years I have been running Zentrack internally for my groups ticketing solution. I am currently looking at moving over to RT in the near future because of some flaws and missing features with zentrack. Has anybody seen/written any migration scripts to move between the two packages? Basically I just want to dump my old zentrack tickets/logs/attachments into zentrack to avoid having to keep the old ticket system up for archival purposes. Any help/pointers would be appreciated. From pkime at Shopzilla.com Sun Apr 30 17:13:00 2006 From: pkime at Shopzilla.com (Philip Kime) Date: Sun, 30 Apr 2006 14:13:00 -0700 Subject: [rt-users] Re: How to debug RT3 better Message-ID: <58B1112F0EEB7349AE14A0AA46F9CEC00137AB1C@szexchange.Shopzilla.inc> > It's currently working except from the approval link which doesn't show anything even I > selected pending, approved or denied, etc. One thing I found when implementing an Approvals system was that testing is impossible without two user IDs. If you try to open a ticket needing approval and try to approve it yourself etc., the RT mechanisms to prevent viscious circle emails and spurious replies mess this up. Create a test user to open tickets needing approval and if you're using the GUI, log them in in a separate browser (I even used IE for the test user and firefox for the approver because if you've every selected "remember my password" or whatever in a broswer, it'll auto-log you in when you click links in the GUI etc.). I could get nothing to appear in the approvals section until I did this. Approvals is pretty tricky to set up. You need lots of custom scrips and an idea of how you want it to work. I have a system for it which may or may not be of use to people which I can wikify if desireable. It took me a long time to make it work but it's not complex once it's all working. From mnichols at wayport.net Sun Apr 30 21:35:29 2006 From: mnichols at wayport.net (Matt Nichols) Date: Sun, 30 Apr 2006 20:35:29 -0500 Subject: [rt-users] Wiki vandalism Message-ID: <52AD365BD79BA048B359E3F4411D45150D849A40@exchange01.wayad.corp.wayport.net> I've noticed a few pages that have been wiped out. Here is an example: http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT Can someone revert this page to it's previous version? -------------- next part -------------- An HTML attachment was scrubbed... URL: From flatten at ecs.umass.edu Sun Apr 30 21:38:40 2006 From: flatten at ecs.umass.edu (Davin Flatten) Date: Sun, 30 Apr 2006 21:38:40 -0400 Subject: [rt-users] Users being logged out. In-Reply-To: <007801c66c13$e8702580$2914140a@ad.serreyn.com> References: <007801c66c13$e8702580$2914140a@ad.serreyn.com> Message-ID: <445566A0.3090105@ecs.umass.edu> Ted- Thanks! I will look into this as a possible solution. Seems to me though this is a pretty annoying bug that would affect many users, and I am surprised that no one has addressed it. Once again thank you for the suggestion. -Davin