From theillien at yahoo.com Fri Dec 1 00:00:59 2006 From: theillien at yahoo.com (Mathew Snyder) Date: Fri, 01 Dec 2006 00:00:59 -0500 Subject: [rt-users] Shredder User plugin mangling tickets? Message-ID: <456FB70B.9050503@yahoo.com> We have roughly 9500 illegitimate users that were created by incoming spam. I've been doing my best to eliminate these users by way of the Shredder Users plugin. For the most part, this has been a successful operation. However, due to the number of legitimate users, picking out the spam users is not a perfect science and I've inadvertently removed legitimate users. This has resulted in a ticket getting mangled...I think. I'm not sure why it would cause the transactions to get messed up or even if it has. But this is the output generated on the latest ticket to suffer the problem: error: Can't call method "Name" on an undefined value at /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm line 690. context: ... 686: AddWatcher => sub { 687: my $self = shift; 688: my $principal = RT::Principal->new($self->CurrentUser); 689: $principal->Load($self->NewValue); 690: return $self->loc( "[_1] [_2] added", $self->Field, $principal->Object->Name); 691: }, 692: DelWatcher => sub { 693: my $self = shift; 694: my $principal = RT::Principal->new($self->CurrentUser); ... code stack: /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm:690 /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm:602 /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowTransaction:54 /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowHistory:102 /usr/local/rt-3.6.1/share/html/Ticket/Display.html:63 /usr/local/rt-3.6.1/share/html/autohandler:279 The ticket displays a few of the transactions on the ticket then the above error. Is this a result of the Requestor being removed as a suspected spam created user or the indication of something else? I've removed roughly 8500 users already and have only seen this happen once before. If there is no cure for it I'm not too concerned as the nature of the method of removing these users is error prone and I've made that clear to my superiors. However, if there is a way to avoid this, I would love to know. Thanks, Mathew From jesse at bestpractical.com Fri Dec 1 00:07:41 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 1 Dec 2006 00:07:41 -0500 Subject: [rt-users] Shredder User plugin mangling tickets? In-Reply-To: <456FB70B.9050503@yahoo.com> References: <456FB70B.9050503@yahoo.com> Message-ID: <20061201050741.GG29914@bestpractical.com> > plugin. For the most part, this has been a successful operation. However, due > to the number of legitimate users, picking out the spam users is not a perfect > science and I've inadvertently removed legitimate users. > > This has resulted in a ticket getting mangled...I think. I'm not sure why it > would cause the transactions to get messed up or even if it has. But this is > the output generated on the latest ticket to suffer the problem: You've removed the user a transaction referred to. RT can't find something that's...well, never supposed to be removed. So it's exploding. From theillien at yahoo.com Fri Dec 1 00:14:12 2006 From: theillien at yahoo.com (Mathew Snyder) Date: Fri, 01 Dec 2006 00:14:12 -0500 Subject: [rt-users] Shredder User plugin mangling tickets? In-Reply-To: <20061201050741.GG29914@bestpractical.com> References: <456FB70B.9050503@yahoo.com> <20061201050741.GG29914@bestpractical.com> Message-ID: <456FBA24.8090108@yahoo.com> Jesse Vincent wrote: > >> plugin. For the most part, this has been a successful operation. However, due >> to the number of legitimate users, picking out the spam users is not a perfect >> science and I've inadvertently removed legitimate users. >> >> This has resulted in a ticket getting mangled...I think. I'm not sure why it >> would cause the transactions to get messed up or even if it has. But this is >> the output generated on the latest ticket to suffer the problem: > > You've removed the user a transaction referred to. RT can't find > something that's...well, never supposed to be removed. So it's > exploding. > Ok, so I guess my average is actually pretty good considering this has only happened twice out of the 8500 users I've removed. At least, that's all we've seen :) I assume there is no recovering? Mathew From theillien at yahoo.com Fri Dec 1 00:53:28 2006 From: theillien at yahoo.com (Mathew Snyder) Date: Fri, 01 Dec 2006 00:53:28 -0500 Subject: [rt-users] Shredder User plugin mangling tickets? In-Reply-To: <20061201050741.GG29914@bestpractical.com> References: <456FB70B.9050503@yahoo.com> <20061201050741.GG29914@bestpractical.com> Message-ID: <456FC358.3010004@yahoo.com> Jesse Vincent wrote: > >> plugin. For the most part, this has been a successful operation. However, due >> to the number of legitimate users, picking out the spam users is not a perfect >> science and I've inadvertently removed legitimate users. >> >> This has resulted in a ticket getting mangled...I think. I'm not sure why it >> would cause the transactions to get messed up or even if it has. But this is >> the output generated on the latest ticket to suffer the problem: > > You've removed the user a transaction referred to. RT can't find > something that's...well, never supposed to be removed. So it's > exploding. > Besides, if I set the replace_relations field to nobody, shouldn't it assign all those transactions to the Nobody user? Or would I have to use the id for Nobody? Or is using nobody with lowercase 'n' not the same as Nobody with uppercase 'N'? Mathew From filip.rembialkowski at eo.pl Fri Dec 1 04:01:06 2006 From: filip.rembialkowski at eo.pl (Filip Rembialkowski) Date: Fri, 1 Dec 2006 10:01:06 +0100 (CET) Subject: [rt-users] performance question Message-ID: <55477.10.2.1.1.1164963666.squirrel@poczta.eo.pl> On Thu, November 30, 2006 18:12, Jesse Vincent wrote: > >> I was talking about 3.4.1, because the results are very similar. >> >> to be precise, I made this test again, just for a single home page view, >> and have posted SQL log for single home page view here: >> http://depesz.com/various/rt-3.6.1-homepage-view-sql-log.html >> if you look at this, you will know what I mean >> >> so the question is still valid. >> is it needed to ask all these queries? > > That sure looks to me like 21 real queries and 156 "DEALLOCATE" commands > that are (I presume) the result of reading whatever the queries return. > I don't think things are as bad as you thought they were. > i'd be happy if it was so good :) first column is the query with placeholders, second column - number of times it was executed SELECT count(main.id) FROM Tickets main WHERE ((main.EffectiveId = main.id)) AND ((main.Status != ?)) AND ((main.Type = ?)) AND ((main.Queue = ?) AND (main.Status = ?)) -- 405 times EXECUTE [PREPARE: SELECT * FROM Queues WHERE LOWER(Name) = LOWER($1)] -- 135 times and so on... i'm just curious why does RT have to count tickets 405 times if there are only 135 queues? and why does it run "SELECT * FROM Queues" 135 times just do display the homepage? regards F. From azfarhusain at yahoo.com Fri Dec 1 05:13:47 2006 From: azfarhusain at yahoo.com (Its Azfar) Date: Fri, 1 Dec 2006 02:13:47 -0800 (PST) Subject: [rt-users] RTFM and Organization name and Site name. In-Reply-To: <55477.10.2.1.1.1164963666.squirrel@poczta.eo.pl> Message-ID: <983008.1870.qm@web39508.mail.mud.yahoo.com> I am using rt 3.6.1 with rtfm 2.0.4. My site name and org name was setted as www.eworld.net.pk. When I change them to eWorld (Pvt) Ltd. rtfm broke. I dont understand the logic behind it. Any one exaplin me the link between them. ____________________________________________________________________________________ Do you Yahoo!? Everyone is raving about the all-new Yahoo! Mail beta. http://new.mail.yahoo.com From rfh at pipex.net Fri Dec 1 06:23:30 2006 From: rfh at pipex.net (Roy El-Hames) Date: Fri, 01 Dec 2006 11:23:30 +0000 Subject: [rt-users] performance question In-Reply-To: <55477.10.2.1.1.1164963666.squirrel@poczta.eo.pl> References: <55477.10.2.1.1.1164963666.squirrel@poczta.eo.pl> Message-ID: <457010B2.2010601@pipex.net> Quick Search is the biggest culprit , typically 4 queries per queue .. so in your case (4 x 135 = 540 queries) just for the little column on the right .. in 3.6.x you have the ability to only display the queues you are interested in It will be nice if the Quick search queries changed to use Group by .. Roy Filip Rembialkowski wrote: > On Thu, November 30, 2006 18:12, Jesse Vincent wrote: > >>> I was talking about 3.4.1, because the results are very similar. >>> >>> to be precise, I made this test again, just for a single home page view, >>> and have posted SQL log for single home page view here: >>> http://depesz.com/various/rt-3.6.1-homepage-view-sql-log.html >>> if you look at this, you will know what I mean >>> >>> so the question is still valid. >>> is it needed to ask all these queries? >>> >> That sure looks to me like 21 real queries and 156 "DEALLOCATE" commands >> that are (I presume) the result of reading whatever the queries return. >> I don't think things are as bad as you thought they were. >> >> > > i'd be happy if it was so good :) > > first column is the query with placeholders, second column - number of > times it was executed > > SELECT count(main.id) FROM Tickets main WHERE ((main.EffectiveId = > main.id)) AND ((main.Status != ?)) AND ((main.Type = ?)) AND ((main.Queue > = ?) AND (main.Status = ?)) -- 405 times > > EXECUTE [PREPARE: SELECT * FROM Queues WHERE LOWER(Name) = > LOWER($1)] -- 135 times > > and so on... > > i'm just curious why does RT have to count tickets 405 times if there are > only 135 queues? > and why does it run "SELECT * FROM Queues" 135 times just do display the > homepage? > > > regards > F. > > > _______________________________________________ > 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 > > From rfh at pipex.net Fri Dec 1 06:54:10 2006 From: rfh at pipex.net (Roy El-Hames) Date: Fri, 01 Dec 2006 11:54:10 +0000 Subject: [rt-users] Shredder User plugin mangling tickets? In-Reply-To: <456FC358.3010004@yahoo.com> References: <456FB70B.9050503@yahoo.com> <20061201050741.GG29914@bestpractical.com> <456FC358.3010004@yahoo.com> Message-ID: <457017E2.7070805@pipex.net> Mathew; I think the problem is its trying to build a join and can't find the user id in the Users table, you need (from sql) to update the appropriate Transactions row changing the Creator value to the id of the User Nobody(or its safer to change it to your Id privileged user) Roy Mathew Snyder wrote: > Jesse Vincent wrote: > >>> plugin. For the most part, this has been a successful operation. However, due >>> to the number of legitimate users, picking out the spam users is not a perfect >>> science and I've inadvertently removed legitimate users. >>> >>> This has resulted in a ticket getting mangled...I think. I'm not sure why it >>> would cause the transactions to get messed up or even if it has. But this is >>> the output generated on the latest ticket to suffer the problem: >>> >> You've removed the user a transaction referred to. RT can't find >> something that's...well, never supposed to be removed. So it's >> exploding. >> >> > > Besides, if I set the replace_relations field to nobody, shouldn't it assign all > those transactions to the Nobody user? Or would I have to use the id for > Nobody? Or is using nobody with lowercase 'n' not the same as Nobody with > uppercase 'N'? > > 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 > > From theillien at yahoo.com Fri Dec 1 07:35:49 2006 From: theillien at yahoo.com (Mathew) Date: Fri, 01 Dec 2006 07:35:49 -0500 Subject: [rt-users] Shredder User plugin mangling tickets? In-Reply-To: <457017E2.7070805@pipex.net> References: <456FB70B.9050503@yahoo.com> <20061201050741.GG29914@bestpractical.com> <456FC358.3010004@yahoo.com> <457017E2.7070805@pipex.net> Message-ID: <457021A5.3000101@yahoo.com> I did some mucking about on our development server and discovered that the mangled tickets are a result of broken connections during the shred. The first ticket that displayed this error was after a user's browser hung up after clicking the Update button. While not documented, the latest ticket was likely a result of my system freezing while running Shredder. I'll see if I can manually assign a user to the transaction though. Hopefully it will only be one that needs it. Roy El-Hames wrote: > Mathew; > I think the problem is its trying to build a join and can't find the > user id in the Users table, you need (from sql) to update the appropriate > Transactions row changing the Creator value to the id of the User > Nobody(or its safer to change it to your Id privileged user) > Roy > Mathew Snyder wrote: >> Jesse Vincent wrote: >> >>>> plugin. For the most part, this has been a successful operation. >>>> However, due >>>> to the number of legitimate users, picking out the spam users is not >>>> a perfect >>>> science and I've inadvertently removed legitimate users. >>>> >>>> This has resulted in a ticket getting mangled...I think. I'm not >>>> sure why it >>>> would cause the transactions to get messed up or even if it has. >>>> But this is >>>> the output generated on the latest ticket to suffer the problem: >>>> >>> You've removed the user a transaction referred to. RT can't find >>> something that's...well, never supposed to be removed. So it's >>> exploding. >>> >>> >> >> Besides, if I set the replace_relations field to nobody, shouldn't it >> assign all >> those transactions to the Nobody user? Or would I have to use the id for >> Nobody? Or is using nobody with lowercase 'n' not the same as Nobody >> with >> uppercase 'N'? >> >> 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 >> >> > > > From jrandall at ziprealty.com Fri Dec 1 13:50:48 2006 From: jrandall at ziprealty.com (Jeremy Randall) Date: Fri, 1 Dec 2006 10:50:48 -0800 Subject: [rt-users] RT queue not sending emauil (was RT incoming email: "No permission to create ticketsinthe queue") Message-ID: The incoming email issue is resolved, but emails sent by RT users in that queue do not seem to be sending out. Is there a permission that needs to be set just to be able to send replies from a queue? Thanks, JR ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jeremy Randall Sent: Tuesday, November 28, 2006 4:37 PM To: Raed El-hames; rt-users at lists.bestpractical.com Subject: RE: [rt-users] RT incoming email: "No permission to create ticketsinthe queue" Sure enough. I assumed I had granted that globally, but of course had not. Thanks! JR ________________________________ From: Raed El-hames [mailto:roy at elhames.co.uk] Sent: Tuesday, November 28, 2006 2:53 PM To: Jeremy Randall; rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT incoming email: "No permission to create tickets inthe queue" >From the error messages you are getting it sounds like a permission issue .. try Configuartion/Queues/Select you Listings Queue Click on Group Rights and allow the Everyone group create ticket permission Roy ----- Original Message ----- From: Jeremy Randall To: rt-users at lists.bestpractical.com Sent: Tuesday, November 28, 2006 9:27 PM Subject: [rt-users] RT incoming email: "No permission to create tickets inthe queue" Hi folks, We've recently added a queue to our RT system called "Listings." It seems that messages in to this specific queue are being rejected. We can send messages from the same sender to another of our queues without a problem, but this one rejects them. I traced through our /etc/aliases and messages are getting past that point. Here's the error that RT is generating: [Tue Nov 28 13:09:17 2006] [error] [client 127.0.0.1] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: [Tue Nov 28 21:09:17 2006] [crit]: No permission to create tickets in the queue 'Listings' (/usr/local/rt3.4.5/lib/RT/Interface/Email.pm:773) [Tue Nov 28 13:09:17 2006] [error] [client 127.0.0.1] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: [Tue Nov 28 21:09:17 2006] [error]: Create failed: 0 / 0 / No permission to create tickets in the queue 'Listings' (/usr/local/rt3.4.5/lib/RT/Interface/Email.pm:779) For reference, this is the command we're using in /etc/aliases: listings: "|rt-mailgate --queue 'Listings' --action comment --url http://localhost/" Again, this does seem to be queue specific. If anyone can point me in the right direction, I'd appreciate it! JR ________________________________ _______________________________________________ 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 ________________________________ No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.1.409 / Virus Database: 268.14.19/555 - Release Date: 27/11/2006 -------------- next part -------------- An HTML attachment was scrubbed... URL: From yk22 at andrew.cmu.edu Fri Dec 1 14:03:52 2006 From: yk22 at andrew.cmu.edu (Yerin Kay) Date: Fri, 1 Dec 2006 14:03:52 -0500 Subject: [rt-users] Problems installing RT-Extension-MergeUsers Message-ID: <6D4EC5E5-5E0C-4C79-AD53-B81D345F18DE@andrew.cmu.edu> I've got an RT server running (v. 3.4.5) on a FC3 linux machine successfully. I'm attempting to install RT-Extension-MergeUsers, but when I run perl Makefile.PL, I'm getting the following error: Cannot find the location of RT.pm that defines $RT::LocalPath in: inc /usr/local/lib/perl5/5.8.6/i686-linux-thread-multi-64int-ld /usr/ local/lib/perl5/5.8.6 /usr/local/lib/perl5/site_perl/5.8.6/i686-linux- thread-multi-64int-ld /usr/local/lib/perl5/site_perl/5.8.6 /usr/local/ lib/perl5/site_perl . /usr/rt /usr/rt/lib /opt/rt3/lib /opt/lib/rt3 / opt/lib /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/ rt3/lib /home/lib/rt3 /home/lib /usr/rt3/lib /usr/lib/rt3 /usr/lib / sw/rt3/lib /sw/lib/rt3 /sw/lib RT is installed in /usr/rt and when I enter /usr/rt/lib when it asks for the Path to RT.pm, it returns: Path to your RT.pm: /usr/rt/lib Cannot find the location of RT.pm that defines $RT::LocalPath in: inc /usr/local/lib/perl5/5.8.6/i686-linux-thread-multi-64int-ld /usr/ local/lib/perl5/5.8.6 /usr/local/lib/perl5/site_perl/5.8.6/i686-linux- thread-multi-64int-ld /usr/local/lib/perl5/site_perl/5.8.6 /usr/local/ lib/perl5/site_perl . /usr/rt /usr/rt/lib /opt/rt3/lib /opt/lib/rt3 / opt/lib /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/ rt3/lib /home/lib/rt3 /home/lib /usr/rt3/lib /usr/lib/rt3 /usr/lib / sw/rt3/lib /sw/lib/rt3 /sw/lib /usr/rt/lib /usr/rt/lib/rt3/lib /usr/ rt/lib/lib/rt3 What am I missing? Sorry if this is a newbish question. I'm new to the list and to RT, but I've done plenty of searching around the archives to see if this was already addressed. Yerin Kay Computing Services Carnegie Mellon From jrandall at ziprealty.com Fri Dec 1 14:58:30 2006 From: jrandall at ziprealty.com (Jeremy Randall) Date: Fri, 1 Dec 2006 11:58:30 -0800 Subject: [rt-users] RE: RT queue not sending emauil (was RT incoming email: "No permission to create ticketsinthe queue") Message-ID: I should probably mention that the following Group Rights are assigned to this queue's user group: AssignCustomFields CommentOnTicket CreateTicket ModifyTicket OwnTicket ReplyToTicket SeeQueue ShowTicket ShowTicketComments StealTicket TakeTicket ________________________________ From: Jeremy Randall Sent: Friday, December 01, 2006 10:51 AM To: Jeremy Randall; Raed El-hames; rt-users at lists.bestpractical.com Subject: RT queue not sending emauil (was RT incoming email: "No permission to create ticketsinthe queue") The incoming email issue is resolved, but emails sent by RT users in that queue do not seem to be sending out. Is there a permission that needs to be set just to be able to send replies from a queue? Thanks, JR ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jeremy Randall Sent: Tuesday, November 28, 2006 4:37 PM To: Raed El-hames; rt-users at lists.bestpractical.com Subject: RE: [rt-users] RT incoming email: "No permission to create ticketsinthe queue" Sure enough. I assumed I had granted that globally, but of course had not. Thanks! JR ________________________________ From: Raed El-hames [mailto:roy at elhames.co.uk] Sent: Tuesday, November 28, 2006 2:53 PM To: Jeremy Randall; rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT incoming email: "No permission to create tickets inthe queue" >From the error messages you are getting it sounds like a permission issue .. try Configuartion/Queues/Select you Listings Queue Click on Group Rights and allow the Everyone group create ticket permission Roy ----- Original Message ----- From: Jeremy Randall To: rt-users at lists.bestpractical.com Sent: Tuesday, November 28, 2006 9:27 PM Subject: [rt-users] RT incoming email: "No permission to create tickets inthe queue" Hi folks, We've recently added a queue to our RT system called "Listings." It seems that messages in to this specific queue are being rejected. We can send messages from the same sender to another of our queues without a problem, but this one rejects them. I traced through our /etc/aliases and messages are getting past that point. Here's the error that RT is generating: [Tue Nov 28 13:09:17 2006] [error] [client 127.0.0.1] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: [Tue Nov 28 21:09:17 2006] [crit]: No permission to create tickets in the queue 'Listings' (/usr/local/rt3.4.5/lib/RT/Interface/Email.pm:773) [Tue Nov 28 13:09:17 2006] [error] [client 127.0.0.1] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: [Tue Nov 28 21:09:17 2006] [error]: Create failed: 0 / 0 / No permission to create tickets in the queue 'Listings' (/usr/local/rt3.4.5/lib/RT/Interface/Email.pm:779) For reference, this is the command we're using in /etc/aliases: listings: "|rt-mailgate --queue 'Listings' --action comment --url http://localhost/" Again, this does seem to be queue specific. If anyone can point me in the right direction, I'd appreciate it! JR ________________________________ _______________________________________________ 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 ________________________________ No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.1.409 / Virus Database: 268.14.19/555 - Release Date: 27/11/2006 -------------- next part -------------- An HTML attachment was scrubbed... URL: From david.chandek.stark at duke.edu Fri Dec 1 15:57:34 2006 From: david.chandek.stark at duke.edu (David Chandek-Stark) Date: Fri, 1 Dec 2006 15:57:34 -0500 Subject: [rt-users] AdminUsers right required to see some user info? Message-ID: I customized Ticket/Elements/ShowRequestor, removing the default content (Comments, User's Highest priority tickets, and group memberships) and using the 'AboutThisUser' callback. Here's the callback: % if ($requestor->EmailAddress) { % } % if ($requestor->WorkPhone) { % } % if ($requestor->Address1) { % my @office = split /\$/, $requestor->Address1; % }
Email: <%$requestor->EmailAddress%>
Phone: <%$requestor->WorkPhone%>
Office: <% $office[0] %>
<%ARGS> $requestor For some reason, it seems that the 'AdminUsers' right is required to access WorkPhone and Address1. Is there any way to change this? Viewing this contact information is obviously useful to supporters whom I don't necessarily want to be able to create/edit/disable users. Thanks, David From theillien at yahoo.com Sat Dec 2 01:40:23 2006 From: theillien at yahoo.com (Mathew Snyder) Date: Sat, 02 Dec 2006 01:40:23 -0500 Subject: [rt-users] Shredder User plugin mangling tickets? In-Reply-To: <457017E2.7070805@pipex.net> References: <456FB70B.9050503@yahoo.com> <20061201050741.GG29914@bestpractical.com> <456FC358.3010004@yahoo.com> <457017E2.7070805@pipex.net> Message-ID: <45711FD7.1040104@yahoo.com> I looked at all the creators of transactions for the ticket and found that none are users that have been removed. However, root owns a few but I don't know if it is typical to have root create transactions. If it is, I'm wondering if maybe a link to another table, say Attachments was broken. Roy El-Hames wrote: > Mathew; > I think the problem is its trying to build a join and can't find the > user id in the Users table, you need (from sql) to update the appropriate > Transactions row changing the Creator value to the id of the User > Nobody(or its safer to change it to your Id privileged user) > Roy > Mathew Snyder wrote: >> Jesse Vincent wrote: >> >>>> plugin. For the most part, this has been a successful operation. >>>> However, due >>>> to the number of legitimate users, picking out the spam users is not >>>> a perfect >>>> science and I've inadvertently removed legitimate users. >>>> >>>> This has resulted in a ticket getting mangled...I think. I'm not >>>> sure why it >>>> would cause the transactions to get messed up or even if it has. >>>> But this is >>>> the output generated on the latest ticket to suffer the problem: >>>> >>> You've removed the user a transaction referred to. RT can't find >>> something that's...well, never supposed to be removed. So it's >>> exploding. >>> >>> >> >> Besides, if I set the replace_relations field to nobody, shouldn't it >> assign all >> those transactions to the Nobody user? Or would I have to use the id for >> Nobody? Or is using nobody with lowercase 'n' not the same as Nobody >> with >> uppercase 'N'? >> >> 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 >> >> > > From theillien at yahoo.com Sat Dec 2 01:41:14 2006 From: theillien at yahoo.com (Mathew Snyder) Date: Sat, 02 Dec 2006 01:41:14 -0500 Subject: [rt-users] Shredder User plugin mangling tickets? In-Reply-To: <457017E2.7070805@pipex.net> References: <456FB70B.9050503@yahoo.com> <20061201050741.GG29914@bestpractical.com> <456FC358.3010004@yahoo.com> <457017E2.7070805@pipex.net> Message-ID: <4571200A.7080807@yahoo.com> This is the raw error: Can't call method "Name" on an undefined value at /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm line 690. Trace begun at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Exceptions.pm line 129 HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "Name" on an undefined value at /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm line 690.^J') called at /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm line 690 RT::Transaction::__ANON__('RT::Transaction=HASH(0xa45b39c)') called at /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm line 602 RT::Transaction::BriefDescription('RT::Transaction=HASH(0xa45b39c)') called at /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowTransaction line 54 HTML::Mason::Commands::__ANON__('Attachments', 'RT::Attachments=HASH(0xa4bc418)', 'Ticket', 'RT::Ticket=HASH(0xa4625ac)', 'AttachmentContent', 'RT::Attachments=HASH(0xa42ebd8)', 'ShowHeaders', undef, 'Collapsed', undef, 'Tickets', undef, 'AttachPath', '/Ticket/Attachment', 'UpdatePath', '/Ticket/Update.html', 'Ticket', 'RT::Ticket=HASH(0xa4625ac)', 'Transaction', 'RT::Transaction=HASH(0xa45b39c)', 'ShowHeaders', undef, 'Collapsed', undef, 'RowNum', 12, 'ShowTitleBarCommands', 1, 'Attachments', 'ARRAY(0xa40c70c)', 'AttachmentContent', 'HASH(0xa4a0288)', 'LastTransaction', 0) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa308b10)', 'Attachments', 'RT::Attachments=HASH(0xa4bc418)', 'Ticket', 'RT::Ticket=HASH(0xa4625ac)', 'AttachmentContent', 'RT::Attachments=HASH(0xa42ebd8)', 'ShowHeaders', undef, 'Collapsed', undef, 'Tickets', undef, 'AttachPath', '/Ticket/Attachment', 'UpdatePath', '/Ticket/Update.html', 'Ticket', 'RT::Ticket=HASH(0xa4625ac)', 'Transaction', 'RT::Transaction=HASH(0xa45b39c)', 'ShowHeaders', undef, 'Collapsed', undef, 'RowNum', 12, 'ShowTitleBarCommands', 1, 'Attachments', 'ARRAY(0xa40c70c)', 'AttachmentContent', 'HASH(0xa4a0288)', 'LastTransaction', 0) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251 eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef, 'Attachments', 'RT::Attachments=HASH(0xa4bc418)', 'Ticket', 'RT::Ticket=HASH(0xa4625ac)', 'AttachmentContent', 'RT::Attachments=HASH(0xa42ebd8)', 'ShowHeaders', undef, 'Collapsed', undef, 'Tickets', undef, 'AttachPath', '/Ticket/Attachment', 'UpdatePath', '/Ticket/Update.html', 'Ticket', 'RT::Ticket=HASH(0xa4625ac)', 'Transaction', 'RT::Transaction=HASH(0xa45b39c)', 'ShowHeaders', undef, 'Collapsed', undef, 'RowNum', 12, 'ShowTitleBarCommands', 1, 'Attachments', 'ARRAY(0xa40c70c)', 'AttachmentContent', 'HASH(0xa4a0288)', 'LastTransaction', 0) called at /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowHistory line 102 HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0xa4625ac)', 'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef, 'Attachments', 'RT::Attachments=HASH(0xa4bc418)', 'AttachmentContent', 'RT::Attachments=HASH(0xa42ebd8)') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa2ff7f0)', 'Ticket', 'RT::Ticket=HASH(0xa4625ac)', 'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef, 'Attachments', 'RT::Attachments=HASH(0xa4bc418)', 'AttachmentContent', 'RT::Attachments=HASH(0xa42ebd8)') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251 eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef, 'Ticket', 'RT::Ticket=HASH(0xa4625ac)', 'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef, 'Attachments', 'RT::Attachments=HASH(0xa4bc418)', 'AttachmentContent', 'RT::Attachments=HASH(0xa42ebd8)') called at /usr/local/rt-3.6.1/share/html/Ticket/Display.html line 63 HTML::Mason::Commands::__ANON__('id', 39852, 'id', 39852) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa207760)', 'id', 39852, 'id', 39852) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251 eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef, 'id', 39852, 'id', 39852) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 914 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xa4e966c)', 'id', 39852) called at /usr/local/rt-3.6.1/share/html/autohandler line 279 HTML::Mason::Commands::__ANON__('id', 39852) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9e1cf98)', 'id', 39852) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1246 eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef, undef, 'id', 39852) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 459 eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 459 eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 411 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa4e966c)') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa4e966c)') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 826 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x8f437b0)', 'Apache2::RequestRec=SCALAR(0xa4bc454)') called at /usr/local/rt-3.6.1/bin/webmux.pl line 123 eval {...} at /usr/local/rt-3.6.1/bin/webmux.pl line 123 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xa4bc454)') called at -e line 0 Mathew Roy El-Hames wrote: > Mathew; > I think the problem is its trying to build a join and can't find the > user id in the Users table, you need (from sql) to update the appropriate > Transactions row changing the Creator value to the id of the User > Nobody(or its safer to change it to your Id privileged user) > Roy > Mathew Snyder wrote: >> Jesse Vincent wrote: >> >>>> plugin. For the most part, this has been a successful operation. >>>> However, due >>>> to the number of legitimate users, picking out the spam users is not >>>> a perfect >>>> science and I've inadvertently removed legitimate users. >>>> >>>> This has resulted in a ticket getting mangled...I think. I'm not >>>> sure why it >>>> would cause the transactions to get messed up or even if it has. >>>> But this is >>>> the output generated on the latest ticket to suffer the problem: >>>> >>> You've removed the user a transaction referred to. RT can't find >>> something that's...well, never supposed to be removed. So it's >>> exploding. >>> >>> >> >> Besides, if I set the replace_relations field to nobody, shouldn't it >> assign all >> those transactions to the Nobody user? Or would I have to use the id for >> Nobody? Or is using nobody with lowercase 'n' not the same as Nobody >> with >> uppercase 'N'? >> >> 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 >> >> > > From bijayant4u at yahoo.com Sat Dec 2 08:47:47 2006 From: bijayant4u at yahoo.com (bijayant kumar) Date: Sat, 2 Dec 2006 13:47:47 +0000 (GMT) Subject: [rt-users] Customizing Auto Reply Message-ID: <230382.71005.qm@web32708.mail.mud.yahoo.com> Hi to all, I want that whenever a ticket is generated via an email than one copy of autoreply should go to the my emailid as well. As my support team is taking care of the RT. So that, whenever an issue is raised, RT administrator gets an email regarding this. Administrator have not to login again and again to see the newly created ticket. Now, the autoreply mail is going only to the requestor. So, what steps i have to follow for the same. Please help me regarding this. I have to configure it by the Monday. Thanks in advance. Bijayant Kumar Send instant messages to your online friends http://uk.messenger.yahoo.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From keith at midnighthax.com Sat Dec 2 13:13:46 2006 From: keith at midnighthax.com (Keith Edmunds) Date: Sat, 2 Dec 2006 18:13:46 +0000 Subject: [rt-users] CommandByMail and Custom Fields In-Reply-To: <456F0F72.5000900@clanhobbs.org> References: <456F0F72.5000900@clanhobbs.org> Message-ID: <20061202181346.3432a22a@ws.rg2.tiger-computing.com> On Thu, 30 Nov 2006 09:05:54 -0800 Chris Hobbs wrote: > I have a Custom Field called 'site' that is type 'Select One Value'. > If I send the following line in an e-m ail to rt: I have exactly the same problem (except I'm on RT 3.4.5). A custom field of type 'Select One Value' that I can't seem to select via CommandByMail. Can anyone shed any light on this? Thanks, Keith From theillien at yahoo.com Sat Dec 2 22:01:36 2006 From: theillien at yahoo.com (Mathew Snyder) Date: Sat, 02 Dec 2006 22:01:36 -0500 Subject: [rt-users] Shredder User plugin mangling tickets? In-Reply-To: <002a01c71627$35b3cd20$55c593c3@tiger> References: <456FB70B.9050503@yahoo.com> <20061201050741.GG29914@bestpractical.com><456FC358.3010004@yahoo.com> <457017E2.7070805@pipex.net> <4571200A.7080807@yahoo.com> <002a01c71627$35b3cd20$55c593c3@tiger> Message-ID: <45723E10.5010607@yahoo.com> I performed on my development server the steps you've laid out. However, there aren't any changes. Thanks though. Mathew Raed El-hames wrote: > You may have removed one of the watchers on this ticket , not necessarly > the requester, it can be cc or admin cc > What I would suggest that you get all users related to this ticket from > Groups , and CachedGroupMembers table, the easiest way if you don't want > to build joins is > from sql : > select * from Groups where Instance = YOUR Ticket ID and Domain = > 'RT::Ticket-Role' ==check the field names and Domain values > I am doing this from memory > from every Groups.id you get back do: > select MemberId from CachedGroupMembers where GroupId = The Groupid you got > For every Member Id you get check the users table that its still there: > select * from Users where id = The above MemberId > If its not there Scream .. > Kidding Just remove it from CachedGroupMembers > delete * from CachedGroupMembers where Memberid = your member id and > GroupId = Your group Id ... > I think deleting entries from CachedGroupMembers does n't break anything > (I donr it few times before).. but for liability sake do it at your own > risk. > BTW do not delete anything from the Groups table > > Roy > > ----- Original Message ----- From: "Mathew Snyder" > To: "Roy El-Hames" > Cc: > Sent: Saturday, December 02, 2006 6:41 AM > Subject: Re: [rt-users] Shredder User plugin mangling tickets? > > >> This is the raw error: >> >> Can't call method "Name" on an undefined value at >> /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm line 690. >> >> >> Trace begun at >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Exceptions.pm line 129 >> HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "Name" >> on an >> undefined value at /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm line >> 690.^J') called at /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm >> line 690 >> RT::Transaction::__ANON__('RT::Transaction=HASH(0xa45b39c)') called at >> /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm line 602 >> RT::Transaction::BriefDescription('RT::Transaction=HASH(0xa45b39c)') >> called at >> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowTransaction line 54 >> HTML::Mason::Commands::__ANON__('Attachments', >> 'RT::Attachments=HASH(0xa4bc418)', 'Ticket', >> 'RT::Ticket=HASH(0xa4625ac)', >> 'AttachmentContent', 'RT::Attachments=HASH(0xa42ebd8)', 'ShowHeaders', >> undef, >> 'Collapsed', undef, 'Tickets', undef, 'AttachPath', '/Ticket/Attachment', >> 'UpdatePath', '/Ticket/Update.html', 'Ticket', >> 'RT::Ticket=HASH(0xa4625ac)', >> 'Transaction', 'RT::Transaction=HASH(0xa45b39c)', 'ShowHeaders', undef, >> 'Collapsed', undef, 'RowNum', 12, 'ShowTitleBarCommands', 1, >> 'Attachments', >> 'ARRAY(0xa40c70c)', 'AttachmentContent', 'HASH(0xa4a0288)', >> 'LastTransaction', >> 0) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm >> line 135 >> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa308b10)', >> >> 'Attachments', 'RT::Attachments=HASH(0xa4bc418)', 'Ticket', >> 'RT::Ticket=HASH(0xa4625ac)', 'AttachmentContent', >> 'RT::Attachments=HASH(0xa42ebd8)', 'ShowHeaders', undef, 'Collapsed', >> undef, >> 'Tickets', undef, 'AttachPath', '/Ticket/Attachment', 'UpdatePath', >> '/Ticket/Update.html', 'Ticket', 'RT::Ticket=HASH(0xa4625ac)', >> 'Transaction', >> 'RT::Transaction=HASH(0xa45b39c)', 'ShowHeaders', undef, 'Collapsed', >> undef, >> 'RowNum', 12, 'ShowTitleBarCommands', 1, 'Attachments', >> 'ARRAY(0xa40c70c)', >> 'AttachmentContent', 'HASH(0xa4a0288)', 'LastTransaction', 0) called at >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251 >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm >> line 1245 >> HTML::Mason::Request::comp(undef, undef, 'Attachments', >> 'RT::Attachments=HASH(0xa4bc418)', 'Ticket', >> 'RT::Ticket=HASH(0xa4625ac)', >> 'AttachmentContent', 'RT::Attachments=HASH(0xa42ebd8)', 'ShowHeaders', >> undef, >> 'Collapsed', undef, 'Tickets', undef, 'AttachPath', '/Ticket/Attachment', >> 'UpdatePath', '/Ticket/Update.html', 'Ticket', >> 'RT::Ticket=HASH(0xa4625ac)', >> 'Transaction', 'RT::Transaction=HASH(0xa45b39c)', 'ShowHeaders', undef, >> 'Collapsed', undef, 'RowNum', 12, 'ShowTitleBarCommands', 1, >> 'Attachments', >> 'ARRAY(0xa40c70c)', 'AttachmentContent', 'HASH(0xa4a0288)', >> 'LastTransaction', >> 0) called at >> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowHistory line 102 >> HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0xa4625ac)', >> 'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef, >> 'Attachments', >> 'RT::Attachments=HASH(0xa4bc418)', 'AttachmentContent', >> 'RT::Attachments=HASH(0xa42ebd8)') called at >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 >> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa2ff7f0)', >> >> 'Ticket', 'RT::Ticket=HASH(0xa4625ac)', 'Tickets', undef, 'Collapsed', >> undef, >> 'ShowHeaders', undef, 'Attachments', 'RT::Attachments=HASH(0xa4bc418)', >> 'AttachmentContent', 'RT::Attachments=HASH(0xa42ebd8)') called at >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251 >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm >> line 1245 >> HTML::Mason::Request::comp(undef, undef, 'Ticket', >> 'RT::Ticket=HASH(0xa4625ac)', >> 'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef, >> 'Attachments', >> 'RT::Attachments=HASH(0xa4bc418)', 'AttachmentContent', >> 'RT::Attachments=HASH(0xa42ebd8)') called at >> /usr/local/rt-3.6.1/share/html/Ticket/Display.html line 63 >> HTML::Mason::Commands::__ANON__('id', 39852, 'id', 39852) called at >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 >> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa207760)', >> >> 'id', 39852, 'id', 39852) called at >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251 >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm >> line 1245 >> HTML::Mason::Request::comp(undef, undef, 'id', 39852, 'id', 39852) >> called at >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 914 >> HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xa4e966c)', >> >> 'id', 39852) called at /usr/local/rt-3.6.1/share/html/autohandler line >> 279 >> HTML::Mason::Commands::__ANON__('id', 39852) called at >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 >> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9e1cf98)', >> >> 'id', 39852) called at >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm >> line 1246 >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm >> line 1245 >> HTML::Mason::Request::comp(undef, undef, undef, 'id', 39852) called at >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 459 >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm >> line 459 >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm >> line 411 >> HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa4e966c)') >> >> called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm >> line 168 >> HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa4e966c)') >> >> called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm >> line 826 >> HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x8f437b0)', >> >> 'Apache2::RequestRec=SCALAR(0xa4bc454)') called at >> /usr/local/rt-3.6.1/bin/webmux.pl line 123 >> eval {...} at /usr/local/rt-3.6.1/bin/webmux.pl line 123 >> RT::Mason::handler('Apache2::RequestRec=SCALAR(0xa4bc454)') called at >> -e line 0 >> >> Mathew >> >> Roy El-Hames wrote: >>> Mathew; >>> I think the problem is its trying to build a join and can't find the >>> user id in the Users table, you need (from sql) to update the >>> appropriate >>> Transactions row changing the Creator value to the id of the User >>> Nobody(or its safer to change it to your Id privileged user) >>> Roy >>> Mathew Snyder wrote: >>>> Jesse Vincent wrote: >>>> >>>>>> plugin. For the most part, this has been a successful operation. >>>>>> However, due >>>>>> to the number of legitimate users, picking out the spam users is not >>>>>> a perfect >>>>>> science and I've inadvertently removed legitimate users. >>>>>> >>>>>> This has resulted in a ticket getting mangled...I think. I'm not >>>>>> sure why it >>>>>> would cause the transactions to get messed up or even if it has. >>>>>> But this is >>>>>> the output generated on the latest ticket to suffer the problem: >>>>>> >>>>> You've removed the user a transaction referred to. RT can't find >>>>> something that's...well, never supposed to be removed. So it's >>>>> exploding. >>>>> >>>>> >>>> >>>> Besides, if I set the replace_relations field to nobody, shouldn't it >>>> assign all >>>> those transactions to the Nobody user? Or would I have to use the >>>> id for >>>> Nobody? Or is using nobody with lowercase 'n' not the same as Nobody >>>> with >>>> uppercase 'N'? >>>> >>>> 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 >>>> >>>> >>> >>> >> _______________________________________________ >> 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 >> >> >> -- >> No virus found in this incoming message. >> Checked by AVG Free Edition. >> Version: 7.1.409 / Virus Database: 268.15.4/563 - Release Date: >> 02/12/2006 >> >> > > From royf at qballtech.net Sun Dec 3 04:46:03 2006 From: royf at qballtech.net (Roy Frenkiel) Date: Sun, 3 Dec 2006 11:46:03 +0200 Subject: [rt-users] Autoselect Asset on Customfield value Message-ID: <20061203114603.s1rl6okzzs44gc8w@qballtech.net> Hi, On the system we're using the asset system is used to manage customers. Currently, each ticket has a custom field value that indicates to which customer it is relevant, and it also has a link to the relevant customer in the asset tracker. This link to the asset tracker needs to be made manually, which is very uncomfortable. What I would like to do is a scrip, that links automatically the correct customer in the asset tracker to the ticket, based on the value selected in the "company" custom field. If anyone had already done something similar with their system I would like to get his input. I'm using RT 3.4.5 Thanks, Roy From keith at midnighthax.com Sun Dec 3 08:09:07 2006 From: keith at midnighthax.com (Keith Edmunds) Date: Sun, 3 Dec 2006 13:09:07 +0000 Subject: [rt-users] Hook on change custom field Message-ID: <20061203130907.4fcb8f6c@ws.rg2.tiger-computing.com> I have a custom field of type "Select one value", and I'd like to hook into any changes in that custom field so that I can run an external script. What's the best way of going about doing that? Thanks From todd at chaka.net Sun Dec 3 10:22:18 2006 From: todd at chaka.net (Todd Chapman) Date: Sun, 3 Dec 2006 10:22:18 -0500 Subject: [rt-users] Hook on change custom field In-Reply-To: <20061203130907.4fcb8f6c@ws.rg2.tiger-computing.com> References: <20061203130907.4fcb8f6c@ws.rg2.tiger-computing.com> Message-ID: <20061203152218.GA8218@chaka.net> On Sun, Dec 03, 2006 at 01:09:07PM +0000, Keith Edmunds wrote: > I have a custom field of type "Select one value", and I'd like to hook > into any changes in that custom field so that I can run an external > script. What's the best way of going about doing that? > Are you familiar with RT's scrips system? From srivasta at golden-gryphon.com Sun Dec 3 14:45:16 2006 From: srivasta at golden-gryphon.com (Manoj Srivastava) Date: Sun, 03 Dec 2006 13:45:16 -0600 Subject: [rt-users] Problem with an 'AdminCC.Name contains foo' Query Message-ID: <87slfwlq5v.fsf@glaurung.internal.golden-gryphon.com> Hi, I wanted to see tickets for which I was listed as an AdminCC, so I went into the query builder, "AdminCC Name" contains "srivasta"; clicked on "add and Search", and sure enough, it gave me the list of relevant tickets. However, if I try to go to edit the query, or go to the advanced tab, it says: EDIT Query: <* New Search * Edit Search * Advanced * Show Results * Bulk Update> Results Unknown field: AdminCc.Name ,---- | AdminCc.Name LIKE 'srivasta' `---- Well, yes, there is no table called AdminCc, so it must have been a temporary table. But I should be able to build on the query and save it for the future, no? I am using RT 3.6.1 on a Debian testing machine, with apache2.2 and postresql 8.1 (details below). manoj -- System Information: Debian Release: 4.0 APT prefers testing APT policy: (500, 'testing') Architecture: i386 (i686) Shell: /bin/sh linked to /bin/bash Kernel: Linux 2.6.18.1 Locale: LANG=en_US.UTF-8, LC_CTYPE=en_US.UTF-8 (charmap=UTF-8) (ignored: LC_ALL set to en_US.UTF8) Versions of packages request-tracker3.6 depends on: ii libapache-session-perl 1.81-1 Perl modules for keeping persisten ii libcache-cache-perl 1.05-2 Managed caches of persistent infor ii libcache-simple-timedexpiry- 0.26-1 Perl module to cache and expire ke ii libcalendar-simple-perl 1.17-2 Perl extension to create simple ca ii libclass-returnvalue-perl 0.53-1 A return-value object that lets yo ii libdbd-mysql-perl 3.0008-1 A Perl5 database interface to the ii libdbd-pg-perl 1.49-2 a PostgreSQL interface for Perl 5 ii libdbd-sqlite3-perl 1.13-1.1 Perl DBI driver with a self-contai ii libdbi-perl 1.53-1 Perl5 database interface by Tim Bu ii libdbix-searchbuilder-perl 1.45-1 Encapsulate SQL queries and rows i ii libexception-class-perl 1.21-1 a module that allows you to declar ii libfcgi-perl 0.67-2 FastCGI Perl module ii libfreezethaw-perl 0.43-3 converting Perl structures to stri ii libgd-graph-perl 1.43.08-2.1 Graph Plotting Module for Perl 5 ii libgd-text-perl 0.86-3 Text utilities for use with GD ii libhtml-mason-perl 1:1.35-1 HTML::Mason Perl module ii libhtml-parser-perl 3.55-1 A collection of modules that parse ii libhtml-scrubber-perl 0.08-3 Perl extension for scrubbing/sanit ii liblocale-maketext-fuzzy-per 0.02-2 Maketext from already interpolated ii liblocale-maketext-lexicon-p 0.62-1 Lexicon-handling backends for "Loc ii liblog-dispatch-perl 2.11-1 Dispatches messages to multiple Lo ii libmailtools-perl 1.74-0.1 Manipulate email in perl programs ii libmime-perl 5.420-0.1 Perl5 modules for MIME-compliant m ii libmldbm-perl 2.01-1 Store multidimensional hash struct ii libmodule-versions-report-pe 1.02-3 Report versions of all modules in ii libparams-validate-perl 0.77-1 validate parameters to Perl method ii libregexp-common-perl 2.120-4 Provide commonly requested regular ii libterm-readkey-perl 2.30-3 A perl module for simple terminal ii libtest-inline-perl 2.103-1 Perl extension for embed tests and ii libtext-autoformat-perl 1.13-1 Perl module for automatic text wra ii libtext-quoted-perl 1.8-3 Extract the structure of a quoted ii libtext-template-perl 1.44-1.1 Text::Template perl module ii libtext-wikiformat-perl 0.78-0.1 translates Wiki formatted text int ii libtext-wrapper-perl 1.000-2 Simple word wrapping routine ii libtime-modules-perl 2003.1126-2 Various Perl modules for time/date ii libtree-simple-perl 1.17-1 A simple tree object ii libuniversal-require-perl 0.10-1 Load modules from a variable ii libxml-rss-perl 1.05-1 Perl module for managing RSS (RDF ii libxml-simple-perl 2.14-5 Perl module for reading and writin ii perl 5.8.8-6.1 Larry Wall's Practical Extraction ii rt3.6-apache2 3.6.1-2 Apache 2 specific files for reques ii rt3.6-clients 3.6.1-2 Mail gateway and command-line inte ii sendmail-bin [mail-transport 8.13.8-2 powerful, efficient, and scalable ii sysklogd [system-log-daemon] 1.4.1-20 System Logging Daemon Versions of packages request-tracker3.6 recommends: ii mysql-server 5.0.27-1 mysql database server (meta packag ii mysql-server-5.0 [mysql-serve 5.0.27-1 mysql database server binaries ii postgresql 7.5.21 object-relational SQL database man ii postgresql-8.1 8.1.5-1 object-relational SQL database, ve -- Winning isn't everything, but losing isn't anything. Manoj Srivastava 1024D/BF24424C print 4966 F272 D093 B493 410B 924B 21BA DABB BF24 424C From ntyni+rt-users at mappi.helsinki.fi Sun Dec 3 17:00:23 2006 From: ntyni+rt-users at mappi.helsinki.fi (Niko Tyni) Date: Mon, 4 Dec 2006 00:00:23 +0200 Subject: [rt-users] Problem with an 'AdminCC.Name contains foo' Query In-Reply-To: <87slfwlq5v.fsf@glaurung.internal.golden-gryphon.com> References: <87slfwlq5v.fsf@glaurung.internal.golden-gryphon.com> Message-ID: <20061203220023.GA23929@punk.it.helsinki.fi> On Sun, Dec 03, 2006 at 01:45:16PM -0600, Manoj Srivastava wrote: > I wanted to see tickets for which I was listed as an AdminCC, > so I went into the query builder, > "AdminCC Name" contains "srivasta"; clicked on "add and Search", and > sure enough, it gave me the list of relevant tickets. > > However, if I try to go to edit the query, or go to the > advanced tab, it says: > EDIT Query: > <* New Search * Edit Search * Advanced * Show Results * Bulk Update> > Results > Unknown field: AdminCc.Name > ,---- > | AdminCc.Name LIKE 'srivasta' > `---- > I am using RT 3.6.1 on a Debian testing machine, with > apache2.2 and postresql 8.1 (details below). Hi, this is probably Debian bug #400655. Please check if the patch there, originally from svn.bestpractical.com r5782, helps. Cheers, -- Niko Tyni ntyni at iki.fi From srivasta at golden-gryphon.com Sun Dec 3 20:36:15 2006 From: srivasta at golden-gryphon.com (Manoj Srivastava) Date: Sun, 03 Dec 2006 19:36:15 -0600 Subject: [rt-users] Problem with an 'AdminCC.Name contains foo' Query In-Reply-To: <20061203220023.GA23929@punk.it.helsinki.fi> (Niko Tyni's message of "Mon\, 4 Dec 2006 00\:00\:23 +0200") References: <87slfwlq5v.fsf@glaurung.internal.golden-gryphon.com> <20061203220023.GA23929@punk.it.helsinki.fi> Message-ID: <87d570l9ww.fsf@glaurung.internal.golden-gryphon.com> On Mon, 4 Dec 2006 00:00:23 +0200, Niko Tyni said: > On Sun, Dec 03, 2006 at 01:45:16PM -0600, Manoj Srivastava wrote: >> I wanted to see tickets for which I was listed as an AdminCC, so I >> went into the query builder, "AdminCC Name" contains "srivasta"; >> clicked on "add and Search", and sure enough, it gave me the list >> of relevant tickets. >> However, if I try to go to edit the query, or go to the advanced >> tab, it says: Results Unknown field: AdminCc.Name > this is probably Debian bug #400655. Please check if the patch > there, originally from svn.bestpractical.com r5782, helps. Yes, it did help. The patched Build.html allows the query to be edited as normal. Thanks for the pointer. manoj -- Forty two. Manoj Srivastava 1024D/BF24424C print 4966 F272 D093 B493 410B 924B 21BA DABB BF24 424C From geek+rt at cmu.edu Mon Dec 4 02:30:00 2006 From: geek+rt at cmu.edu (Brian Gallew) Date: Mon, 04 Dec 2006 10:30:00 +0300 Subject: [rt-users] MIME::Entity upgrade problems Message-ID: <4573CE78.2030803@cmu.edu> I was attempting to upgrade parts of the perl backend on my RT installation, and discovered the following badness after updating MIME::Entity (among others): Can't locate auto/MIME/Entity/_Accessible.al in @INC (@INC contains: /home/rt/local/lib /home/rt/lib /home/rt/perl-5.8.5/lib/5.8.5/i686-linux /home/rt/perl-5.8.5/lib/5.8.5 /home/rt/perl-5.8.5/lib/site_perl/5.8.5/i686-linux /home/rt/perl-5.8.5/lib/site_perl/5.8.5 /home/rt/perl-5.8.5/lib/site_perl . /usr/www/ /usr/www/lib/perl) at /home/rt/perl-5.8.5/lib/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm line 424 Trace begun at /home/rt/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Exceptions.pm line 129 HTML::Mason::Exceptions::rethrow_exception('Can\'t locate auto/MIME/Entity/_Accessible.al in @INC (@INC contains: /home/rt/local/lib /home/rt/lib /home/rt/perl-5.8.5/lib/5.8.5/i686-linux /home/rt/perl-5.8.5/lib/5.8.5 /home/rt/perl-5.8.5/lib/site_perl/5.8.5/i686-linux /home/rt/perl-5.8.5/lib/site_perl/5.8.5 /home/rt/perl-5.8.5/lib/site_perl . /usr/www/ /usr/www/lib/perl) at /home/rt/perl-5.8.5/lib/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm line 424^J') called at /home/rt/perl-5.8.5/lib/5.8.5/Carp.pm line 201 Carp::croak('Can\'t locate auto/MIME/Entity/_Accessible.al in @INC (@INC contains: /home/rt/local/lib /home/rt/lib /home/rt/perl-5.8.5/lib/5.8.5/i686-linux /home/rt/perl-5.8.5/lib/5.8.5 /home/rt/perl-5.8.5/lib/site_perl/5.8.5/i686-linux /home/rt/perl-5.8.5/lib/site_perl/5.8.5 /home/rt/perl-5.8.5/lib/site_perl . /usr/www/ /usr/www/lib/perl)') called at /home/rt/perl-5.8.5/lib/5.8.5/AutoLoader.pm line 112 AutoLoader::AUTOLOAD('MIME::Entity=HASH(0x9e04628)', 'len', 'read') called at /home/rt/perl-5.8.5/lib/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm line 424 DBIx::SearchBuilder::Record::AUTOLOAD('MIME::Entity=HASH(0x9e04628)') called at /home/rt/lib/RT/Attachment_Overlay.pm line 153 RT::Attachment::Create('RT::Attachment=HASH(0x9e14534)', 'TransactionId', 47141, 'Attachment', 'MIME::Entity=HASH(0x9e04628)') called at /home/rt/lib/RT/Transaction_Overlay.pm line 485 RT::Transaction::_Attach('RT::Transaction=HASH(0x9e100a0)', 'MIME::Entity=HASH(0x9e04628)') called at /home/rt/lib/RT/Transaction_Overlay.pm line 156 RT::Transaction::Create('RT::Transaction=HASH(0x9e100a0)', 'ObjectId', 5119, 'ObjectType', 'RT::Ticket', 'TimeTaken', undef, 'Type', 'Comment', 'Data', 'No Subject', 'Field', undef, 'NewValue', undef, 'OldValue', undef, 'NewReference', undef, 'OldReference', undef, 'ReferenceType', undef, 'MIMEObj', 'MIME::Entity=HASH(0x9e04628)', 'ActivateScrips', 1, 'CommitScrips', 0) called at /home/rt/lib/RT/Record.pm line 1446 RT::Record::_NewTransaction('RT::Ticket=HASH(0x9cda6a8)', 'Type', 'Comment', 'Data', 'No Subject', 'TimeTaken', undef, 'MIMEObj', 'MIME::Entity=HASH(0x9e04628)', 'CommitScrips', 0) called at /home/rt/lib/RT/Ticket_Overlay.pm line 2442 RT::Ticket::_RecordNote('RT::Ticket=HASH(0x9cda6a8)', 'DryRun', 1, 'BccMessageTo', undef, 'CcMessageTo', undef, 'NoteType', 'Comment', 'TimeTaken', undef, 'MIMEObj', 'MIME::Entity=HASH(0x9e04628)', 'Content', undef, 'CommitScrips', 0) called at /home/rt/lib/RT/Ticket_Overlay.pm line 2306 RT::Ticket::Comment('RT::Ticket=HASH(0x9cda6a8)', 'CcMessageTo', undef, 'BccMessageTo', undef, 'MIMEObj', 'MIME::Entity=HASH(0x9e04628)', 'TimeTaken', undef, 'DryRun', 1) called at /home/rt/share/html/Ticket/Elements/PreviewScrips line 82 HTML::Mason::Commands::__ANON__('TicketObj', 'RT::Ticket=HASH(0x9cda6a8)', 'Action', 'Comment', 'id', 5119) called at /home/rt/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9e0adf8)', 'TicketObj', 'RT::Ticket=HASH(0x9cda6a8)', 'Action', 'Comment', 'id', 5119) called at /home/rt/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 1256 eval {...} at /home/rt/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 1250 HTML::Mason::Request::comp(undef, undef, 'TicketObj', 'RT::Ticket=HASH(0x9cda6a8)', 'Action', 'Comment', 'id', 5119) called at /home/rt/local/html/Ticket/Update.html line 137 HTML::Mason::Commands::__ANON__('Action', 'Comment', 'id', 5119, 'Action', 'Comment', 'id', 5119) called at /home/rt/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9bf8470)', 'Action', 'Comment', 'id', 5119, 'Action', 'Comment', 'id', 5119) called at /home/rt/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 1256 eval {...} at /home/rt/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 1250 HTML::Mason::Request::comp(undef, undef, 'Action', 'Comment', 'id', 5119, 'Action', 'Comment', 'id', 5119) called at /home/rt/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 915 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x9ce5690)', 'Action', 'Comment', 'id', 5119) called at /home/rt/share/html/autohandler line 279 HTML::Mason::Commands::__ANON__('Action', 'Comment', 'id', 5119) called at /home/rt/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9b32ce0)', 'Action', 'Comment', 'id', 5119) called at /home/rt/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 1251 eval {...} at /home/rt/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 1250 HTML::Mason::Request::comp(undef, undef, undef, 'Action', 'Comment', 'id', 5119) called at /home/rt/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 460 eval {...} at /home/rt/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 460 eval {...} at /home/rt/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 412 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9ce5690)') called at /home/rt/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9ce5690)') called at /home/rt/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 826 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x90e7524)', 'Apache=SCALAR(0x9ce2b38)') called at /home/rt/bin/webmux.pl line 123 eval {...} at /home/rt/bin/webmux.pl line 123 RT::Mason::handler('Apache=SCALAR(0x9ce2b38)') called at /dev/null line 0 eval {...} at /dev/null line 0 Here's my current config information: Perl v5.8.5 under linux Apache v1.27; Apache::Connection v1.00; Apache::Constants v1.09; Apache::Request v1.33; Apache::Server v1.01; Apache::Session v1.81; Apache::Session::Generate::MD5 v2.1; Apache::Session::Lock::MySQL v1.00; Apache::Session::MySQL v1.01; Apache::Session::Serialize::Storable v1.00; Apache::Session::Store::DBI v1.02; Apache::Session::Store::MySQL v1.04; Apache::Status v2.03; Apache::Table v0.01; AutoLoader v5.60; B v1.02; base v2.06; Benchmark v1.06; bytes v1.01; Cache::Simple::TimedExpiry v0.23; Carp v1.03; CGI v3.25; CGI::Cookie v1.27; CGI::Util v1.5; Class::Container v0.11; Class::Data::Inheritable v0.02; Class::ReturnValue v0.53; Clone v0.20; constant v1.04; Cwd v3.19; Data::Dumper v2.121; Date::Format v2.22; Date::Parse v2.27; DBD::mysql v3.0006; DBI v1.51; DBIx::SearchBuilder v1.43; DBIx::SearchBuilder::Union v0; DBIx::SearchBuilder::Unique v0.01; Devel::StackTrace v1.13; Devel::StackTraceFrame v0.6; Digest::base v1.00; Digest::MD5 v2.36; DynaLoader v1.05; Encode v2.01; Encode::Alias v2.00; Encode::Config v2.00; Encode::Encoding v2.00; Errno v1.09; Exception::Class v1.23; Exception::Class::Base v1.2; Exporter v5.58; Exporter::Heavy v5.58; Fcntl v1.05; File::Basename v2.73; File::Glob v1.03; File::Path v1.06; File::Spec v3.19; File::Spec::Unix v1.5; File::Temp v0.16; FileHandle v2.01; HTML::Element v3.16; HTML::Entities v1.35; HTML::Formatter v2.04; HTML::FormatText v2.04; HTML::Mason v1.33; 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 v3.55; HTML::Scrubber v0.08; HTML::Tagset v3.03; HTML::TreeBuilder v3.13; HTTP::Date v1.47; I18N::LangTags v0.33; integer v1.00; IO v1.21; IO::File v1.10; IO::Handle v1.24; IO::InnerFile v2.102 ; IO::Lines v2.103 ; IO::Scalar v2.105 ; IO::ScalarArray v2.103 ; IO::Seekable v1.09; IO::Wrap v2.102 ; IO::WrapTie v2.102 ; IPC::Open2 v1.01; IPC::Open3 v1.0106; lib v0.5565; List::Util v1.18; Locale::Maketext v1.10; Locale::Maketext::Fuzzy v0.02; Locale::Maketext::Lexicon v0.62; Locale::Maketext::Lexicon::Gettext v0.15; Log::Dispatch v2.14; 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 v5.420; MIME::Decoder v5.420; MIME::Entity v5.420; MIME::Field::ContDisp v5.420; MIME::Field::ConTraEnc v5.420; MIME::Field::ContType v5.420; MIME::Field::ParamVal v5.420; MIME::Head v5.420; MIME::Parser v5.420; MIME::QuotedPrint v3.07; MIME::Tools v5.420; MIME::Words v5.420; mod_perl v1.29; Module::Refresh v0.09; Module::Versions::Report v1.02; overload v1.01; Params::Validate v0.86; POSIX v1.08; re v0.04; Regexp::Common v2.120; Regexp::Common::delimited v2.104; RT v3.6.1; RT::Interface::Email v2; Scalar::Util v1.18; SelectSaver v1.00; Socket v1.77; Storable v2.15; strict v1.03; Symbol v1.05; Sys::Syslog v0.18; Text::Autoformat v1.13; Text::Quoted v1.8; Text::Reform v1.11; Text::Tabs v2007.1117; Text::Template v1.44; Text::Wrapper v1.000; Time::HiRes v1.97; Time::JulianDay v2003.1125; Time::Local v1.13; Time::ParseDate v2006.0814; Time::Timezone v2006.0814; Time::Zone v2.22; UNIVERSAL v1.01; UNIVERSAL::require v0.11; URI v1.34; URI::Escape v3.26; URI::URL v5.03; URI::WithBase v2.19; utf8 v1.04; vars v1.01; warnings v1.03; warnings::register v1.00; XSLoader v0.02; From urs.rau at uk.om.org Mon Dec 4 08:26:26 2006 From: urs.rau at uk.om.org (Urs Rau) Date: Mon, 04 Dec 2006 13:26:26 +0000 Subject: [rt-users] Dependency package Test-Simple fails to test Message-ID: <45742202.7070103@uk.om.org> Has anyone resolved this problem? Under CentOS 4.2 (rhel 4.x clone) I still can't build perl-Test-Simple cpan module. I get the same errors as Jean-Michel Barbet did at the beginning of the year. On Tue Jan 3 05:32:09 EST 2006 Jean-Michel.Barbet at subatech.in2p3.fr said: > Hello, > > Trying RT 3.4.4 with Scientific Linux 4.2 (This is exactly RHEL 4.2). > This distro comes with perl V5.8.5 built for i386-linux-thread-multi. > > I get problems with the perl package Test-Simple 0.62 : > > cd .cpan/build/Test-Simple-0.62/ > make test > PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e" > "test_harness(0, 'blib/lib', 'blib/arch')" t/*.t > [...] > t/sort_bug................dubious > Test returned status 255 (wstat -1, 0xffffffff) > test program seems to have generated a core > after all the subtests completed successfully > [...] > t/threads.................dubious > Test returned status 255 (wstat -1, 0xffffffff) > test program seems to have generated a core > after all the subtests completed successfully > [...] > Failed Test Stat Wstat Total Fail Failed List of Failed > ------------------------------------------------------------------------------- > t/sort_bug.t 255 -1 2 0 0.00% ?? > t/threads.t 255 -1 6 0 0.00% ?? > 2 tests and 9 subtests skipped. > Failed 2/63 test scripts, 96.83% okay. 0/487 subtests failed, 100.00% okay. > make: *** [test_dynamic] Error 255 -- Urs Rau Head of Operations Operation Mobilisation UK National Office Tel: +44-1691-773388 The Quinta, Weston Rhyn Fax: +44-1691-778378 Oswestry, Shropshire, SY10 7LT E-mail: urs.rau at uk.om.org United Kingdom http://www.uk.om.org From jb at smarterliving.com Mon Dec 4 16:34:23 2006 From: jb at smarterliving.com (JB Segal) Date: Mon, 4 Dec 2006 16:34:23 -0500 Subject: [rt-users] CFs visible on Reply/Comment screens? Message-ID: <20061204213423.GG27252@smarterliving.com> I didn't (knowingly) change anything, but a while ago one of my users commented: "all the custom fields for a queue used to show up when posting a reply or comment, and now they don't. this is annoying b/c there are a few fields that i always set when posting comments. where did they go?" As I didn't take them away, I don't really know what happened. Any pointers? Thanks, JB From leo at remc1.org Mon Dec 4 17:29:38 2006 From: leo at remc1.org (Leo C. Ureel II) Date: Mon, 04 Dec 2006 17:29:38 -0500 Subject: [rt-users] Help: How do I restrict user access by queue? Message-ID: <4574A152.6070200@remc1.org> Hello, How do I restrict user access by queue? I've some users who only have been granted rights in certain queues. And this limits their 'RT at a Glance' view, such that they only can browse tickets in their particular queues. However, the '10 newest unowned tickets' section still shows unowned tickets in other queues. In fact, it seems that any ticket that is not owned or assigned to a particular queue is potentially visible to these users. And if the user knows the number of a ticket - or can compose a search query that returns a ticket in another queue, they have the ability to view tickets that should otherwise be restricted. I'm not afraid to dive under the hood if need be. I hope somebody has a solution for me. Thank you, Leo C. Ureel II REMC #1 Copper Country Intermediate School District From chaim.rieger at gmail.com Mon Dec 4 19:33:54 2006 From: chaim.rieger at gmail.com (Chaim Rieger) Date: Mon, 04 Dec 2006 16:33:54 -0800 Subject: [rt-users] Help: How do I restrict user access by queue? In-Reply-To: <4574A152.6070200@remc1.org> References: <4574A152.6070200@remc1.org> Message-ID: <4574BE72.5000309@gmail.com> Leo C. Ureel II wrote: > Hello, > > How do I restrict user access by queue? I've some users who only have > been granted rights in certain queues. And this limits their 'RT at a > Glance' view, such that they only can browse tickets in their > particular queues. However, the '10 newest unowned tickets' section > still shows unowned tickets in other queues. In fact, it seems that > any ticket that is not owned or assigned to a particular queue is > potentially visible to these users. And if the user knows the number > of a ticket - or can compose a search query that returns a ticket in > another queue, they have the ability to view tickets that should > otherwise be restricted. > one question how can you have a ticket that is not assigned to a queue, afaik all tickets when opened/created belong to a queue, if your user only has access to queue 2 then all tickets in queue 1 no matter their status will not be visible to that user. do you perhaps have a global setting that allows anybody to view tickets/queues ? -- eats the blues for breakfast, does unix for rent, plays harp for food, will play the flute for kicks rides for the freedom www.up-south.com From chaim.rieger at gmail.com Mon Dec 4 19:34:37 2006 From: chaim.rieger at gmail.com (Chaim Rieger) Date: Mon, 04 Dec 2006 16:34:37 -0800 Subject: [rt-users] CFs visible on Reply/Comment screens? In-Reply-To: <20061204213423.GG27252@smarterliving.com> References: <20061204213423.GG27252@smarterliving.com> Message-ID: <4574BE9D.8030704@gmail.com> JB Segal wrote: > I didn't (knowingly) change anything, but a while ago one of my users > commented: > > "all the custom fields for a queue used to show up when posting a reply > or comment, and now they don't. this is annoying b/c there are a few > fields that i always set when posting comments. where did they go?" > > As I didn't take them away, I don't really know what happened. > Any pointers? > did you modify the permissions for that user or the group s/he belongs to ? -- eats the blues for breakfast, does unix for rent, plays harp for food, will play the flute for kicks rides for the freedom www.up-south.com From gcecchi at peviani.it Tue Dec 5 03:40:11 2006 From: gcecchi at peviani.it (Gianluca Cecchi) Date: Tue, 5 Dec 2006 09:40:11 +0100 Subject: [rt-users] How to optimize mail address to open a ticket? Message-ID: Hello all, I'm testing RT 3.6.1 on fc6 with mail gateway functionality. Mailserver on rt server is sendmail provided by fc6. At this moment unique aliases defined on it are the default ones: rt: "|/etc/smrsh/rt-mailgate --queue General --action correspond --url http://localhost/rt3" rt-comment: "|/etc/smrsh/rt-mailgate --queue General --action comment --url http://localhost/rt3" Users' mail server is exchange 2003 on another server that is the official one for our domain. I have configured rules on both exchange and rt server so that a user can send an e-mail to a particular defined exchange contact to open a ticket (that forward to rt @ rt server). All is ok in the bi-directional e-mail flow during ticket opening and closing operations. Through reading docs and archives I have some questions: 1) When a user opens a ticket probably knows the type of problem (hw, sw, office configuration, internet connection, ecc.). So it would be useful to let the users try to open a ticket in a particular queue (eventually then the ticket owner can change it if wrong). At the same time it is difficult to convince users to send e-mails to possibly 5-10 different e-mail address depending on the queue... Furthermore, configuring a different alias for every defined queue seems a little boring. Any way to have instead the users insert anything into the subyect line, like [queue-name] or similar, or in the body of the mail, so that the ticket could be opened in that particular queue? And changing accordingly the alias line? 2) When a guy takes in charge a ticket, can he/she assign (or change) in the same step also the queue? I didn't find this option into the web page... Also it seems that the queue can be changed only when you make a comment and not when you make a Respond action... Or ar there any other correct ways to change/assign a queue to a ticket? Thanks for your help. Bye, Gianluca -------------- next part -------------- An HTML attachment was scrubbed... URL: From si202 at cam.ac.uk Tue Dec 5 07:26:33 2006 From: si202 at cam.ac.uk (Steve Ison) Date: Tue, 5 Dec 2006 12:26:33 +0000 (GMT) Subject: [rt-users] RT hangs with 'SELECT GET_LOCK' slow query log entries Message-ID: Hello, My RT installation (3.6.1, MySQL 5, Apache 1.3, mod_perl 1.9, DBIx::SearchBuilder v1.45) has slowed considerably as the number of tickets has grown. In the MySQL slow query log I see: # Time: 061205 11:52:19 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 181 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 SELECT GET_LOCK('Apache-Session-b59f829ebcd37237783322425399eeb2', 3600); While this is happening apache just spins using all the cpu. While trawling back the the mailing-list archives I noticed others have had this problem, but I can't find any mention of a solution. Am I missing it or is this an ongoing problem? Thanks, Steve. -- Stephen Ison Unix Support University of Cambridge Computing Service si202 at cam.ac.uk From torsten.brumm at googlemail.com Tue Dec 5 08:15:36 2006 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Tue, 5 Dec 2006 14:15:36 +0100 Subject: [rt-users] RT hangs with 'SELECT GET_LOCK' slow query log entries In-Reply-To: References: Message-ID: Yes, me too, i have the same problem, killing after a time apache.....argh.. 2006/12/5, Steve Ison : > > Hello, > > My RT installation (3.6.1, MySQL 5, Apache 1.3, mod_perl 1.9, > DBIx::SearchBuilder v1.45) has slowed considerably as the number of > tickets has grown. In the MySQL slow query log I see: > > # Time: 061205 11:52:19 > # User at Host: rt_user[rt_user] @ localhost [] > # Query_time: 181 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 > SELECT GET_LOCK('Apache-Session-b59f829ebcd37237783322425399eeb2', 3600); > > While this is happening apache just spins using all the cpu. > > While trawling back the the mailing-list archives I noticed others have > had this problem, but I can't find any mention of a solution. Am I missing > it or is this an ongoing problem? > > Thanks, > Steve. > -- > Stephen Ison > Unix Support > University of Cambridge Computing Service > si202 at cam.ac.uk > _______________________________________________ > 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 > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at googlemail.com Tue Dec 5 08:16:43 2006 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Tue, 5 Dec 2006 14:16:43 +0100 Subject: [rt-users] RT hangs with 'SELECT GET_LOCK' slow query log entries In-Reply-To: References: Message-ID: But with MySQL 4.12 and apache 2 with FastCGI 2006/12/5, Steve Ison : > > Hello, > > My RT installation (3.6.1, MySQL 5, Apache 1.3, mod_perl 1.9, > DBIx::SearchBuilder v1.45) has slowed considerably as the number of > tickets has grown. In the MySQL slow query log I see: > > # Time: 061205 11:52:19 > # User at Host: rt_user[rt_user] @ localhost [] > # Query_time: 181 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 > SELECT GET_LOCK('Apache-Session-b59f829ebcd37237783322425399eeb2', 3600); > > While this is happening apache just spins using all the cpu. > > While trawling back the the mailing-list archives I noticed others have > had this problem, but I can't find any mention of a solution. Am I missing > it or is this an ongoing problem? > > Thanks, > Steve. > -- > Stephen Ison > Unix Support > University of Cambridge Computing Service > si202 at cam.ac.uk > _______________________________________________ > 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 > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From efeldhusen.lists at gmail.com Tue Dec 5 09:10:58 2006 From: efeldhusen.lists at gmail.com (Eric J. Feldhusen) Date: Tue, 05 Dec 2006 09:10:58 -0500 Subject: [rt-users] RT hangs with 'SELECT GET_LOCK' slow query log entries In-Reply-To: References: Message-ID: <45757DF2.8060507@gmail.com> Just curious, how many tickets are in your RT installation? Torsten Brumm wrote: > But with MySQL 4.12 and apache 2 with FastCGI > > 2006/12/5, Steve Ison >: > > Hello, > > My RT installation (3.6.1, MySQL 5, Apache 1.3, mod_perl 1.9, > DBIx::SearchBuilder v1.45) has slowed considerably as the number of > tickets has grown. In the MySQL slow query log I see: > > # Time: 061205 11:52:19 > # User at Host: rt_user[rt_user] @ localhost [] > # Query_time: 181 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 > SELECT GET_LOCK('Apache-Session-b59f829ebcd37237783322425399eeb2', > 3600); > > While this is happening apache just spins using all the cpu. > > While trawling back the the mailing-list archives I noticed others have > had this problem, but I can't find any mention of a solution. Am I > missing > it or is this an ongoing problem? -- Eric Feldhusen Network Administrator http://www.remc1.org eric at remc1.org PO Box 270 (906) 482-4520 x239 809 Hecla St (906) 482-5031 fax Hancock, MI 49930 (906) 370 6202 mobile From torsten.brumm at googlemail.com Tue Dec 5 09:30:23 2006 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Tue, 5 Dec 2006 15:30:23 +0100 Subject: [rt-users] RT hangs with 'SELECT GET_LOCK' slow query log entries In-Reply-To: <45757DF2.8060507@gmail.com> References: <45757DF2.8060507@gmail.com> Message-ID: At this moment, we have round about 500.000 Tickets in 700 Queues, 26.000Users Torsten 2006/12/5, Eric J. Feldhusen : > > Just curious, how many tickets are in your RT installation? > > Torsten Brumm wrote: > > But with MySQL 4.12 and apache 2 with FastCGI > > > > 2006/12/5, Steve Ison >: > > > > Hello, > > > > My RT installation (3.6.1, MySQL 5, Apache 1.3, mod_perl 1.9, > > DBIx::SearchBuilder v1.45) has slowed considerably as the number of > > tickets has grown. In the MySQL slow query log I see: > > > > # Time: 061205 11:52:19 > > # User at Host: rt_user[rt_user] @ localhost [] > > # Query_time: 181 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 > > SELECT GET_LOCK('Apache-Session-b59f829ebcd37237783322425399eeb2', > > 3600); > > > > While this is happening apache just spins using all the cpu. > > > > While trawling back the the mailing-list archives I noticed others > have > > had this problem, but I can't find any mention of a solution. Am I > > missing > > it or is this an ongoing problem? > > -- > Eric Feldhusen > Network Administrator http://www.remc1.org > eric at remc1.org > PO Box 270 (906) 482-4520 x239 > 809 Hecla St (906) 482-5031 fax > Hancock, MI 49930 (906) 370 6202 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 > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfh at pipex.net Tue Dec 5 09:42:39 2006 From: rfh at pipex.net (Roy El-Hames) Date: Tue, 05 Dec 2006 14:42:39 +0000 Subject: [rt-users] RT hangs with 'SELECT GET_LOCK' slow query log entries In-Reply-To: References: <45757DF2.8060507@gmail.com> Message-ID: <4575855F.6090006@pipex.net> Torsten; One other thing ..how big is your sessions table, do you clean it regularly (delete old sessions) Roy Torsten Brumm wrote: > At this moment, we have round about 500.000 Tickets in 700 Queues, > 26.000Users > > Torsten > > 2006/12/5, Eric J. Feldhusen : >> >> Just curious, how many tickets are in your RT installation? >> >> Torsten Brumm wrote: >> > But with MySQL 4.12 and apache 2 with FastCGI >> > >> > 2006/12/5, Steve Ison >: >> > >> > Hello, >> > >> > My RT installation (3.6.1, MySQL 5, Apache 1.3, mod_perl 1.9, >> > DBIx::SearchBuilder v1.45) has slowed considerably as the >> number of >> > tickets has grown. In the MySQL slow query log I see: >> > >> > # Time: 061205 11:52:19 >> > # User at Host: rt_user[rt_user] @ localhost [] >> > # Query_time: 181 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 >> > SELECT GET_LOCK('Apache-Session-b59f829ebcd37237783322425399eeb2', >> > 3600); >> > >> > While this is happening apache just spins using all the cpu. >> > >> > While trawling back the the mailing-list archives I noticed others >> have >> > had this problem, but I can't find any mention of a solution. Am I >> > missing >> > it or is this an ongoing problem? >> >> -- >> Eric Feldhusen >> Network Administrator http://www.remc1.org >> eric at remc1.org >> PO Box 270 (906) 482-4520 x239 >> 809 Hecla St (906) 482-5031 fax >> Hancock, MI 49930 (906) 370 6202 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 >> > > > > ------------------------------------------------------------------------ > > _______________________________________________ > 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 From torsten.brumm at googlemail.com Tue Dec 5 09:44:51 2006 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Tue, 5 Dec 2006 15:44:51 +0100 Subject: [rt-users] RT hangs with 'SELECT GET_LOCK' slow query log entries In-Reply-To: <4575855F.6090006@pipex.net> References: <45757DF2.8060507@gmail.com> <4575855F.6090006@pipex.net> Message-ID: Roy, Yes, we clean it 4 times the day!!! A this moment, everytime rt goes slower, i pick up the process by hand and kill them, not the best way, but the only working at this moment :-( Torsten 2006/12/5, Roy El-Hames : > > Torsten; > One other thing ..how big is your sessions table, do you clean it > regularly (delete old sessions) > Roy > > Torsten Brumm wrote: > > At this moment, we have round about 500.000 Tickets in 700 Queues, > > 26.000Users > > > > Torsten > > > > 2006/12/5, Eric J. Feldhusen : > >> > >> Just curious, how many tickets are in your RT installation? > >> > >> Torsten Brumm wrote: > >> > But with MySQL 4.12 and apache 2 with FastCGI > >> > > >> > 2006/12/5, Steve Ison >: > >> > > >> > Hello, > >> > > >> > My RT installation (3.6.1, MySQL 5, Apache 1.3, mod_perl 1.9, > >> > DBIx::SearchBuilder v1.45) has slowed considerably as the > >> number of > >> > tickets has grown. In the MySQL slow query log I see: > >> > > >> > # Time: 061205 11:52:19 > >> > # User at Host: rt_user[rt_user] @ localhost [] > >> > # Query_time: 181 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 > >> > SELECT > GET_LOCK('Apache-Session-b59f829ebcd37237783322425399eeb2', > >> > 3600); > >> > > >> > While this is happening apache just spins using all the cpu. > >> > > >> > While trawling back the the mailing-list archives I noticed > others > >> have > >> > had this problem, but I can't find any mention of a solution. Am > I > >> > missing > >> > it or is this an ongoing problem? > >> > >> -- > >> Eric Feldhusen > >> Network Administrator http://www.remc1.org > >> eric at remc1.org > >> PO Box 270 (906) 482-4520 x239 > >> 809 Hecla St (906) 482-5031 fax > >> Hancock, MI 49930 (906) 370 6202 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 > >> > > > > > > > > ------------------------------------------------------------------------ > > > > _______________________________________________ > > 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 > > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From leo at remc1.org Tue Dec 5 09:50:35 2006 From: leo at remc1.org (Leo C. Ureel II) Date: Tue, 05 Dec 2006 09:50:35 -0500 Subject: [rt-users] Help: How do I restrict user access by queue? In-Reply-To: <4574BE72.5000309@gmail.com> References: <4574A152.6070200@remc1.org> <4574BE72.5000309@gmail.com> Message-ID: <4575873B.7070603@remc1.org> Thank you. After rearranging the global group permissions, all is well. -Leo Chaim Rieger wrote: > Leo C. Ureel II wrote: >> Hello, >> >> How do I restrict user access by queue? I've some users who only have >> been granted rights in certain queues. And this limits their 'RT at a >> Glance' view, such that they only can browse tickets in their >> particular queues. However, the '10 newest unowned tickets' section >> still shows unowned tickets in other queues. In fact, it seems that >> any ticket that is not owned or assigned to a particular queue is >> potentially visible to these users. And if the user knows the number >> of a ticket - or can compose a search query that returns a ticket in >> another queue, they have the ability to view tickets that should >> otherwise be restricted. >> > one question > > how can you have a ticket that is not assigned to a queue, afaik all > tickets when opened/created belong to a queue, if your user only has > access to queue 2 then all tickets in queue 1 no matter their status > will not be visible to that user. > > do you perhaps have a global setting that allows anybody to view > tickets/queues ? > From jesse at bestpractical.com Tue Dec 5 09:53:57 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 5 Dec 2006 09:53:57 -0500 Subject: [rt-users] RT hangs with 'SELECT GET_LOCK' slow query log entries In-Reply-To: References: Message-ID: <91449E25-683C-4B19-8E1C-C52D9B1CA164@bestpractical.com> On Dec 5, 2006, at 7:26 AM, Steve Ison wrote: > Hello, > > My RT installation (3.6.1, MySQL 5, Apache 1.3, mod_perl 1.9, > DBIx::SearchBuilder v1.45) has slowed considerably as the number of > tickets has grown. In the MySQL slow query log I see: > > # Time: 061205 11:52:19 > # User at Host: rt_user[rt_user] @ localhost [] > # Query_time: 181 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 > SELECT GET_LOCK('Apache-Session-b59f829ebcd37237783322425399eeb2', > 3600); > > While this is happening apache just spins using all the cpu. > > While trawling back the the mailing-list archives I noticed others > have had this problem, but I can't find any mention of a solution. > Am I missing it or is this an ongoing problem? > This happens when RT is still serving a page to the user with that session and the user requests another page. Sometimes, switching to another Apache::Session backend can help. > Thanks, > Steve. > -- > Stephen Ison > Unix Support > University of Cambridge Computing Service > si202 at cam.ac.uk > _______________________________________________ > 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 > From sturner at MIT.EDU Tue Dec 5 10:04:04 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 5 Dec 2006 10:04:04 -0500 Subject: [rt-users] Customizing Auto Reply In-Reply-To: <230382.71005.qm@web32708.mail.mud.yahoo.com> Message-ID: <01c101c7187e$9d90ffe0$8501e412@bjh> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of bijayant kumar Sent: Saturday, December 02, 2006 8:48 AM To: rt user Subject: [rt-users] Customizing Auto Reply Hi to all, I want that whenever a ticket is generated via an email than one copy of autoreply should go to the my emailid as well. As my support team is taking care of the RT. So that, whenever an issue is raised, RT administrator gets an email regarding this. Administrator have not to login again and again to see the newly created ticket. Now, the autoreply mail is going only to the requestor. So, what steps i have to follow for the same. Please help me regarding this. I have to configure it by the Monday. Thanks in advance. Bijayant Kumar *********************************************************** Bijayant, To notify admins when tickets are created, you can create a new scrip for the queue: On create notify AdminCcs using template transaction And add the people to be notified as AdminCc watchers for the queue. Steve ---------------------------------------- Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From torsten.brumm at googlemail.com Tue Dec 5 10:04:44 2006 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Tue, 5 Dec 2006 16:04:44 +0100 Subject: [rt-users] RT hangs with 'SELECT GET_LOCK' slow query log entries In-Reply-To: <91449E25-683C-4B19-8E1C-C52D9B1CA164@bestpractical.com> References: <91449E25-683C-4B19-8E1C-C52D9B1CA164@bestpractical.com> Message-ID: Hi Jesse, > > > This happens when RT is still serving a page to the user with that > session and the user requests another page. Sometimes, switching to > another Apache::Session backend can help. > What do you mean exactly? another perl module???? Torsten -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Tue Dec 5 10:07:11 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 5 Dec 2006 10:07:11 -0500 Subject: [rt-users] RT hangs with 'SELECT GET_LOCK' slow query log entries In-Reply-To: References: <91449E25-683C-4B19-8E1C-C52D9B1CA164@bestpractical.com> Message-ID: <20061205150710.GW29914@bestpractical.com> On Tue, Dec 05, 2006 at 04:04:44PM +0100, Torsten Brumm wrote: > Hi Jesse, > > > > > > >This happens when RT is still serving a page to the user with that > >session and the user requests another page. Sometimes, switching to > >another Apache::Session backend can help. > > > > What do you mean exactly? another perl module???? Apache::Session can store to the filesystem (among other things) perldoc Apache::Session to get started. -j > Torsten -- From torsten.brumm at googlemail.com Tue Dec 5 10:18:56 2006 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Tue, 5 Dec 2006 16:18:56 +0100 Subject: [rt-users] RT hangs with 'SELECT GET_LOCK' slow query log entries In-Reply-To: <20061205150710.GW29914@bestpractical.com> References: <91449E25-683C-4B19-8E1C-C52D9B1CA164@bestpractical.com> <20061205150710.GW29914@bestpractical.com> Message-ID: Hi Jesse, if i'm not completly wrong, then i think, we can set this at the RT_SiteConfig.pm? # $WebSessionClass is the class you wish to use for managing Sessions. # It defaults to use your SQL database, but if you are using MySQL 3.x and # plans to use non-ascii Queue names, uncomment and add this line to # RT_SiteConfig.pm will prevent session corruption. # Set($WebSessionClass , 'Apache::Session::File'); So, if i uncomment this, Apache:Session will write the session to the FS and not to the DB?!? Or is it only for the session corruption?!? Torsten 2006/12/5, Jesse Vincent : > > > > > On Tue, Dec 05, 2006 at 04:04:44PM +0100, Torsten Brumm wrote: > > Hi Jesse, > > > > > > > > > > >This happens when RT is still serving a page to the user with that > > >session and the user requests another page. Sometimes, switching to > > >another Apache::Session backend can help. > > > > > > > What do you mean exactly? another perl module???? > > Apache::Session can store to the filesystem (among other things) > perldoc Apache::Session to get started. > > -j > > > Torsten > > -- > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Tue Dec 5 10:20:54 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 5 Dec 2006 10:20:54 -0500 Subject: [rt-users] RT hangs with 'SELECT GET_LOCK' slow query log entries In-Reply-To: References: <91449E25-683C-4B19-8E1C-C52D9B1CA164@bestpractical.com> <20061205150710.GW29914@bestpractical.com> Message-ID: <20061205152054.GY29914@bestpractical.com> On Tue, Dec 05, 2006 at 04:18:56PM +0100, Torsten Brumm wrote: > Hi Jesse, > > if i'm not completly wrong, then i think, we can set this at the > RT_SiteConfig.pm? Correct. > # $WebSessionClass is the class you wish to use for managing Sessions. > # It defaults to use your SQL database, but if you are using MySQL 3.x and > # plans to use non-ascii Queue names, uncomment and add this line to > # RT_SiteConfig.pm will prevent session corruption. > > # Set($WebSessionClass , 'Apache::Session::File'); > > So, if i uncomment this, Apache:Session will write the session to the FS and > not to the DB?!? Or is it only for the session corruption?!? For all sessions. Be careful. It will log out all current users. > Torsten > > 2006/12/5, Jesse Vincent : > > > > > > > > > >On Tue, Dec 05, 2006 at 04:04:44PM +0100, Torsten Brumm wrote: > >> Hi Jesse, > >> > >> > > >> > > >> >This happens when RT is still serving a page to the user with that > >> >session and the user requests another page. Sometimes, switching to > >> >another Apache::Session backend can help. > >> > > >> > >> What do you mean exactly? another perl module???? > > > >Apache::Session can store to the filesystem (among other things) > >perldoc Apache::Session to get started. > > > >-j > > > >> Torsten > > > >-- > > > > > > -- > MFG > > Torsten Brumm > > http://www.torsten-brumm.de -- From torsten.brumm at googlemail.com Tue Dec 5 10:21:46 2006 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Tue, 5 Dec 2006 16:21:46 +0100 Subject: [rt-users] RT hangs with 'SELECT GET_LOCK' slow query log entries In-Reply-To: <20061205152054.GY29914@bestpractical.com> References: <91449E25-683C-4B19-8E1C-C52D9B1CA164@bestpractical.com> <20061205150710.GW29914@bestpractical.com> <20061205152054.GY29914@bestpractical.com> Message-ID: Log out all current users? Sounds good to me ;-) Thanks, will try it out... Torsten 2006/12/5, Jesse Vincent : > > > > > On Tue, Dec 05, 2006 at 04:18:56PM +0100, Torsten Brumm wrote: > > Hi Jesse, > > > > if i'm not completly wrong, then i think, we can set this at the > > RT_SiteConfig.pm? > > Correct. > > > # $WebSessionClass is the class you wish to use for managing Sessions. > > # It defaults to use your SQL database, but if you are using MySQL 3.xand > > # plans to use non-ascii Queue names, uncomment and add this line to > > # RT_SiteConfig.pm will prevent session corruption. > > > > # Set($WebSessionClass , 'Apache::Session::File'); > > > > So, if i uncomment this, Apache:Session will write the session to the FS > and > > not to the DB?!? Or is it only for the session corruption?!? > > For all sessions. Be careful. It will log out all current users. > > > Torsten > > > > 2006/12/5, Jesse Vincent : > > > > > > > > > > > > > > >On Tue, Dec 05, 2006 at 04:04:44PM +0100, Torsten Brumm wrote: > > >> Hi Jesse, > > >> > > >> > > > >> > > > >> >This happens when RT is still serving a page to the user with that > > >> >session and the user requests another page. Sometimes, switching > to > > >> >another Apache::Session backend can help. > > >> > > > >> > > >> What do you mean exactly? another perl module???? > > > > > >Apache::Session can store to the filesystem (among other things) > > >perldoc Apache::Session to get started. > > > > > >-j > > > > > >> Torsten > > > > > >-- > > > > > > > > > > > -- > > MFG > > > > Torsten Brumm > > > > http://www.torsten-brumm.de > > -- > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at googlemail.com Tue Dec 5 10:32:35 2006 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Tue, 5 Dec 2006 16:32:35 +0100 Subject: [rt-users] RT hangs with 'SELECT GET_LOCK' slow query log entries In-Reply-To: <20061205152054.GY29914@bestpractical.com> References: <91449E25-683C-4B19-8E1C-C52D9B1CA164@bestpractical.com> <20061205150710.GW29914@bestpractical.com> <20061205152054.GY29914@bestpractical.com> Message-ID: Hi Jesse, and this brings us back to a problem i remember some months ago. i have changed to Apache::Session::File and now, the users have to relogin everytime the click on another link inside RT....!?! I thought this was fixed...but can't remember.... ;-) Torsten 2006/12/5, Jesse Vincent : > > > > > On Tue, Dec 05, 2006 at 04:18:56PM +0100, Torsten Brumm wrote: > > Hi Jesse, > > > > if i'm not completly wrong, then i think, we can set this at the > > RT_SiteConfig.pm? > > Correct. > > > # $WebSessionClass is the class you wish to use for managing Sessions. > > # It defaults to use your SQL database, but if you are using MySQL 3.xand > > # plans to use non-ascii Queue names, uncomment and add this line to > > # RT_SiteConfig.pm will prevent session corruption. > > > > # Set($WebSessionClass , 'Apache::Session::File'); > > > > So, if i uncomment this, Apache:Session will write the session to the FS > and > > not to the DB?!? Or is it only for the session corruption?!? > > For all sessions. Be careful. It will log out all current users. > > > Torsten > > > > 2006/12/5, Jesse Vincent : > > > > > > > > > > > > > > >On Tue, Dec 05, 2006 at 04:04:44PM +0100, Torsten Brumm wrote: > > >> Hi Jesse, > > >> > > >> > > > >> > > > >> >This happens when RT is still serving a page to the user with that > > >> >session and the user requests another page. Sometimes, switching > to > > >> >another Apache::Session backend can help. > > >> > > > >> > > >> What do you mean exactly? another perl module???? > > > > > >Apache::Session can store to the filesystem (among other things) > > >perldoc Apache::Session to get started. > > > > > >-j > > > > > >> Torsten > > > > > >-- > > > > > > > > > > > -- > > MFG > > > > Torsten Brumm > > > > http://www.torsten-brumm.de > > -- > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Tue Dec 5 10:35:19 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 5 Dec 2006 10:35:19 -0500 Subject: [rt-users] RT hangs with 'SELECT GET_LOCK' slow query log entries In-Reply-To: References: <91449E25-683C-4B19-8E1C-C52D9B1CA164@bestpractical.com> <20061205150710.GW29914@bestpractical.com> <20061205152054.GY29914@bestpractical.com> Message-ID: <20061205153519.GC29914@bestpractical.com> On Tue, Dec 05, 2006 at 04:32:35PM +0100, Torsten Brumm wrote: > Hi Jesse, > > and this brings us back to a problem i remember some months ago. i have > changed to Apache::Session::File and now, the users have to relogin > everytime the click on another link inside RT....!?! I thought this was > fixed...but can't remember.... That probably means it can't write sessions to disk. Permissions problem, most likely. > ;-) > > Torsten > > 2006/12/5, Jesse Vincent : > > > > > > > > > >On Tue, Dec 05, 2006 at 04:18:56PM +0100, Torsten Brumm wrote: > >> Hi Jesse, > >> > >> if i'm not completly wrong, then i think, we can set this at the > >> RT_SiteConfig.pm? > > > >Correct. > > > >> # $WebSessionClass is the class you wish to use for managing Sessions. > >> # It defaults to use your SQL database, but if you are using MySQL 3.xand > >> # plans to use non-ascii Queue names, uncomment and add this line to > >> # RT_SiteConfig.pm will prevent session corruption. > >> > >> # Set($WebSessionClass , 'Apache::Session::File'); > >> > >> So, if i uncomment this, Apache:Session will write the session to the FS > >and > >> not to the DB?!? Or is it only for the session corruption?!? > > > >For all sessions. Be careful. It will log out all current users. > > > >> Torsten > >> > >> 2006/12/5, Jesse Vincent : > >> > > >> > > >> > > >> > > >> >On Tue, Dec 05, 2006 at 04:04:44PM +0100, Torsten Brumm wrote: > >> >> Hi Jesse, > >> >> > >> >> > > >> >> > > >> >> >This happens when RT is still serving a page to the user with that > >> >> >session and the user requests another page. Sometimes, switching > >to > >> >> >another Apache::Session backend can help. > >> >> > > >> >> > >> >> What do you mean exactly? another perl module???? > >> > > >> >Apache::Session can store to the filesystem (among other things) > >> >perldoc Apache::Session to get started. > >> > > >> >-j > >> > > >> >> Torsten > >> > > >> >-- > >> > > >> > >> > >> > >> -- > >> MFG > >> > >> Torsten Brumm > >> > >> http://www.torsten-brumm.de > > > >-- > > > > > > -- > MFG > > Torsten Brumm > > http://www.torsten-brumm.de -- From cbrandt at buffalo.edu Tue Dec 5 14:27:06 2006 From: cbrandt at buffalo.edu (Jim Brandt) Date: Tue, 05 Dec 2006 14:27:06 -0500 Subject: [rt-users] Calendar view of tickets? In-Reply-To: <0DD6BC9ABC0D2747AF8589AEA9722A4050F76D@rachael-reborn.letnet.net> References: <0DD6BC9ABC0D2747AF8589AEA9722A4050F76D@rachael-reborn.letnet.net> Message-ID: <4575C80A.2040404@buffalo.edu> Mark, I have a rough prototype of something like this working on our dev machine. In my case, I was playing around with creating a maintenance calendar that would allow us to track system changes in RT. My thought was to have a few designated queues set up as the maintenance queues. You'll see these hard-coded in the example. My thought was to make them a config option eventually. I installed the attached code under /opt/rt3/share/html/Tools so my Tools page has a menu with Offline, Reports, and Calendar. It's a bit ugly, but it works. Hope it helps. Jim Roedel, Mark wrote: > It occurred to me last night that it'd be useful sometimes to have a > calendar display with ticket on it according to their due dates. Before > I start hacking on something myself, is that something that anybody's > already attempted? > > -- > Mark Roedel > Senior Programmer / Analyst > LeTourneau University > Longview, Texas USA > _______________________________________________ > 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 -- Jim Brandt Administrative Computing Services University at Buffalo -------------- next part -------------- A non-text attachment was scrubbed... Name: rt_calendar.tar.gz Type: application/x-gzip Size: 2849 bytes Desc: not available URL: From nazark at auska.com Tue Dec 5 14:38:36 2006 From: nazark at auska.com (Nazar Kulynych) Date: Tue, 05 Dec 2006 14:38:36 -0500 Subject: [rt-users] Tickets Comments Message-ID: <4575CABC.2090200@auska.com> Hello, Is there a way to configure RT-3.6.1 so that every time someone takes a ticket, or adds comments an independent user could be notified of such actions? Thanks From ruslan.zakirov at gmail.com Tue Dec 5 17:01:41 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 6 Dec 2006 01:01:41 +0300 Subject: [rt-users] performance question In-Reply-To: <49650.10.2.1.1.1164881631.squirrel@poczta.eo.pl> References: <41330.10.2.1.1.1164800052.squirrel@poczta.eo.pl> <15ABD784-9EC0-45EE-A7B9-790C7A131494@bestpractical.com> <49650.10.2.1.1.1164881631.squirrel@poczta.eo.pl> Message-ID: <589c94400612051401m7c3af20bo2c8872845d02b5be@mail.gmail.com> On 11/30/06, Filip Rembialkowski wrote: [snip] > > > > That sounds surprisingly high. But you're also testing with > > an...older RT. And I know we've made some big performance > > improvements since then. I can't guarantee that we've fixed whatever > > you're running into, but coming up to 3.4.6 or 3.6 is strongly > > recommended. > > > > > actually i discovered this while evaluating RT 3.6.1 :) > I was talking about 3.4.1, because the results are very similar. > > to be precise, I made this test again, just for a single home page view, > and have posted SQL log for single home page view here: > http://depesz.com/various/rt-3.6.1-homepage-view-sql-log.html > if you look at this, you will know what I mean Thanks for great report and good representation. Could you spend some time and write instructions about how to create such report? :) > > so the question is still valid. > is it needed to ask all these queries? > can we optimize it somehow? yep, at least get rid of the second line in your log. try attached patch. don't forget to purge mason cache. > > greets, > Filip > > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Tue Dec 5 17:02:28 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 6 Dec 2006 01:02:28 +0300 Subject: [rt-users] performance question In-Reply-To: <589c94400612051401m7c3af20bo2c8872845d02b5be@mail.gmail.com> References: <41330.10.2.1.1.1164800052.squirrel@poczta.eo.pl> <15ABD784-9EC0-45EE-A7B9-790C7A131494@bestpractical.com> <49650.10.2.1.1.1164881631.squirrel@poczta.eo.pl> <589c94400612051401m7c3af20bo2c8872845d02b5be@mail.gmail.com> Message-ID: <589c94400612051402x2c2e4334p8c41c2d1b79fb98a@mail.gmail.com> forgot patch On 12/6/06, Ruslan Zakirov wrote: > On 11/30/06, Filip Rembialkowski wrote: > > [snip] > > > > > > > That sounds surprisingly high. But you're also testing with > > > an...older RT. And I know we've made some big performance > > > improvements since then. I can't guarantee that we've fixed whatever > > > you're running into, but coming up to 3.4.6 or 3.6 is strongly > > > recommended. > > > > > > > > actually i discovered this while evaluating RT 3.6.1 :) > > I was talking about 3.4.1, because the results are very similar. > > > > to be precise, I made this test again, just for a single home page view, > > and have posted SQL log for single home page view here: > > http://depesz.com/various/rt-3.6.1-homepage-view-sql-log.html > > if you look at this, you will know what I mean > Thanks for great report and good representation. Could you spend some > time and write instructions about how to create such report? :) > > > > > so the question is still valid. > > is it needed to ask all these queries? > > can we optimize it somehow? > yep, at least get rid of the second line in your log. try attached > patch. don't forget to purge mason cache. > > > > > greets, > > Filip > > > > > > -- > Best regards, Ruslan. > -- Best regards, Ruslan. -------------- next part -------------- A non-text attachment was scrubbed... Name: 3.6-queue_summary_performance.patch Type: text/x-patch Size: 719 bytes Desc: not available URL: From ruslan.zakirov at gmail.com Tue Dec 5 17:04:46 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 6 Dec 2006 01:04:46 +0300 Subject: [rt-users] performance question In-Reply-To: <457010B2.2010601@pipex.net> References: <55477.10.2.1.1.1164963666.squirrel@poczta.eo.pl> <457010B2.2010601@pipex.net> Message-ID: <589c94400612051404o688c6f85g748807cf1de3bb46@mail.gmail.com> Yep, this could help, however in this case we have to make step back from generalized component /Elements/QueuesSummary we implemented in 3.6 branch. On 12/1/06, Roy El-Hames wrote: > Quick Search is the biggest culprit , typically 4 queries per queue .. > so in your case (4 x 135 = 540 queries) just for the little column on > the right .. > in 3.6.x you have the ability to only display the queues you are > interested in > It will be nice if the Quick search queries changed to use Group by .. > Roy > > Filip Rembialkowski wrote: > > On Thu, November 30, 2006 18:12, Jesse Vincent wrote: > > > >>> I was talking about 3.4.1, because the results are very similar. > >>> > >>> to be precise, I made this test again, just for a single home page view, > >>> and have posted SQL log for single home page view here: > >>> http://depesz.com/various/rt-3.6.1-homepage-view-sql-log.html > >>> if you look at this, you will know what I mean > >>> > >>> so the question is still valid. > >>> is it needed to ask all these queries? > >>> > >> That sure looks to me like 21 real queries and 156 "DEALLOCATE" commands > >> that are (I presume) the result of reading whatever the queries return. > >> I don't think things are as bad as you thought they were. > >> > >> > > > > i'd be happy if it was so good :) > > > > first column is the query with placeholders, second column - number of > > times it was executed > > > > SELECT count(main.id) FROM Tickets main WHERE ((main.EffectiveId = > > main.id)) AND ((main.Status != ?)) AND ((main.Type = ?)) AND ((main.Queue > > = ?) AND (main.Status = ?)) -- 405 times > > > > EXECUTE [PREPARE: SELECT * FROM Queues WHERE LOWER(Name) = > > LOWER($1)] -- 135 times > > > > and so on... > > > > i'm just curious why does RT have to count tickets 405 times if there are > > only 135 queues? > > and why does it run "SELECT * FROM Queues" 135 times just do display the > > homepage? > > > > > > regards > > F. > > -- Best regards, Ruslan. From jarends at uiuc.edu Tue Dec 5 17:24:23 2006 From: jarends at uiuc.edu (John Arends) Date: Tue, 05 Dec 2006 16:24:23 -0600 Subject: [rt-users] What kind of hardware setup are you using? Message-ID: <4575F197.20301@uiuc.edu> I'm curious what type of machine people here using to run RT as well as what sort of database, and if the machines have anything else running on them. At the moment I'm thinking about running the RT instance in a VMWare server pointing the database to our departmental MySQL server. I'm looking xen instead of VMWare server because it might allow for quicker disaster recovery. Either way I figure we'd be covered by a once a day snapshot of the virtual machine and we can use our current database backup schemes so nothing new would have to be done for RT on the db server. How do you all handle backups/DR? Is anyone else running RT in a virtual machine? From jmhanks1373 at hotmail.com Tue Dec 5 19:18:12 2006 From: jmhanks1373 at hotmail.com (Jared Hanks) Date: Tue, 5 Dec 2006 16:18:12 -0800 Subject: [rt-users] Merge Ticket problem in 3.4.3 and 3.6.1, possible bug??? Message-ID: Hello, I just did a fresh install of RT 3.6.1 and merge tickets isn't working correctly. I created 2 queues (Queue1 and Queue2) and 2 Groups (Group1 and Group2). I granted the following permissions to Group1 on Queue1, and Group2 on Queue2. AdminQueue AssignCustomFields CommentOnTicket CreateTicket DeleteTicket ModifyACL ModifyQueueWatchers ModifyScrips ModifyTemplate ModifyTicket OwnTicket ReplyToTicket SeeQueue ShowACL ShowOutgoingEmail ShowScrips ShowTemplate ShowTicket ShowTicketComments StealTicket TakeTicketWatchWatchAsAdminCc I then created a user for each group (user 1 member of Group1, and user2 member of Group2). I then used the users to create a ticket (Ticket1, Ticket2) in their respective queues. I then tried to merge Ticket1 into Ticket2, and was hoping to get a "Permission Denied" since User1 doesn't have access to tickets in Queue2. BUT, I was wrong....I received "Merge Successful". Why would I be able to merge a ticket from one queue to another if I don't have access to the ticket in the other queue? I first ran into this problem a little while ago after I upgraded from 3.4.3 to 3.6.1 and thought it might just been something that "broke" during the upgrade. The fresh install didn't work, so I tested it on my 3.4.3 system, but same thing happened...Merge Successful. I then tried to use the other links "Refers to, Refers to by, Parent, Child, etc." and NONE of these would allow me to link to a ticket I didn't have access to view. Why would I be able to merge a ticket into another ticket I don't have access to (thus making it so I can't see the ticket I merged from), but I couldn't just link a ticket? This, to me, seems like a big deal and a bug in RT. You should not be able to merge a ticket into another ticket unless I have the appropriate privileges to do so. What permissions do users need to be able to merge tickets? I thought users must have ModifyTicket rights on both tickets to be able to merge. Has anyone had issues with this? Anyone found a work around? Thanks, Jared _________________________________________________________________ Use Messenger to talk to your IM friends, even those on Yahoo! http://ideas.live.com/programpage.aspx?versionId=7adb59de-a857-45ba-81cc-685ee3e858fe -------------- next part -------------- An HTML attachment was scrubbed... URL: From chaim.rieger at gmail.com Tue Dec 5 19:59:42 2006 From: chaim.rieger at gmail.com (Chaim Rieger) Date: Tue, 05 Dec 2006 16:59:42 -0800 Subject: [rt-users] What kind of hardware setup are you using? In-Reply-To: <4575F197.20301@uiuc.edu> References: <4575F197.20301@uiuc.edu> Message-ID: <457615FE.4040307@gmail.com> John Arends wrote: > I'm curious what type of machine people here using to run RT as well > as what sort of database, and if the machines have anything else > running on them. > > How do you all handle backups/DR? Is anyone else running RT in a > virtual machine? i run rt on a real host (non virt) mysql resides on a netapp filer which gets mirrored 3000 miles away every 30 minutes, in addition i dump full db nightly. we do DR testing once a month, and so far have not had any issues, we tend to rely on the mysql dump though, the netapp mirror will only be used for reading the tickets opened within the past 12 -/+ hours because the mysql db is pretty much always in a constant state of writing, i would not rely on a snapshot too much, the *.FYI files usually get a bit messed up.. -- eats the blues for breakfast, does unix for rent, plays harp for food, will play the flute for kicks rides for the freedom www.up-south.com From geek+rt at cmu.edu Wed Dec 6 01:13:33 2006 From: geek+rt at cmu.edu (Brian Gallew) Date: Wed, 06 Dec 2006 09:13:33 +0300 Subject: [rt-users] What kind of hardware setup are you using? In-Reply-To: <4575F197.20301@uiuc.edu> References: <4575F197.20301@uiuc.edu> Message-ID: <45765F8D.3080401@cmu.edu> John Arends wrote: > I'm curious what type of machine people here using to run RT as well > as what sort of database, and if the machines have anything else > running on them. > > At the moment I'm thinking about running the RT instance in a VMWare > server pointing the database to our departmental MySQL server. I've built a pair of MySQL servers configured for circular replication as VMware images, and have both my production and development RT systems running as VMware images also. It works just peachy, though I will admit that I don't have a very large database. From torsten.brumm at googlemail.com Wed Dec 6 02:09:30 2006 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Wed, 6 Dec 2006 08:09:30 +0100 Subject: [rt-users] Calendar view of tickets? In-Reply-To: <4575C80A.2040404@buffalo.edu> References: <0DD6BC9ABC0D2747AF8589AEA9722A4050F76D@rachael-reborn.letnet.net> <4575C80A.2040404@buffalo.edu> Message-ID: Hi Jim, sounds good to me a Calendar per Queue base, tried yours but got the following error: Error during compilation of /opt/rt36/local/html/Tools/Calendar/Calendar: Can't locate HTML/CalendarMonth.pm in @INC (@INC contains: /opt/rt36/local/lib /opt/rt36/lib /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.6/i386-linux-thread-multi /usr/lib/perl5/5.8.6 .) at /opt/rt36/local/html/Tools/Calendar/Calendar line 9, line 40. BEGIN failed--compilation aborted at /opt/rt36/local/html/Tools/Calendar/Calendar line 9, line 40. I think there are some missing files?!? Thanks Torsten 2006/12/5, Jim Brandt : > > Mark, > > I have a rough prototype of something like this working on our dev > machine. In my case, I was playing around with creating a maintenance > calendar that would allow us to track system changes in RT. My thought > was to have a few designated queues set up as the maintenance queues. > You'll see these hard-coded in the example. My thought was to make them > a config option eventually. > > I installed the attached code under /opt/rt3/share/html/Tools so my > Tools page has a menu with Offline, Reports, and Calendar. > > It's a bit ugly, but it works. Hope it helps. > > Jim > > Roedel, Mark wrote: > > It occurred to me last night that it'd be useful sometimes to have a > > calendar display with ticket on it according to their due dates. Before > > I start hacking on something myself, is that something that anybody's > > already attempted? > > > > -- > > Mark Roedel > > Senior Programmer / Analyst > > LeTourneau University > > Longview, Texas USA > > _______________________________________________ > > 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 > > -- > Jim Brandt > Administrative Computing Services > University at Buffalo > > > > > _______________________________________________ > 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 > > > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at googlemail.com Wed Dec 6 02:18:52 2006 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Wed, 6 Dec 2006 08:18:52 +0100 Subject: [rt-users] RT hangs with 'SELECT GET_LOCK' slow query log entries In-Reply-To: <20061205153519.GC29914@bestpractical.com> References: <91449E25-683C-4B19-8E1C-C52D9B1CA164@bestpractical.com> <20061205150710.GW29914@bestpractical.com> <20061205152054.GY29914@bestpractical.com> <20061205153519.GC29914@bestpractical.com> Message-ID: Hi Jesse, i've checked the permissions twice, apache is running as user/group apache and has more permission in that directory as needed. I played around a bit and came now to the point, that it works with fucking IE7 but not in NS7, NS8 and Firefox 1.6 and 2.0. I'm not sure whats wrong, i can see, for each session an new file is created, nothing at the error logs from apache/rt....could be a problem with the browsers=?! Torsten 2006/12/5, Jesse Vincent : > > > > > On Tue, Dec 05, 2006 at 04:32:35PM +0100, Torsten Brumm wrote: > > Hi Jesse, > > > > and this brings us back to a problem i remember some months ago. i have > > changed to Apache::Session::File and now, the users have to relogin > > everytime the click on another link inside RT....!?! I thought this was > > fixed...but can't remember.... > > That probably means it can't write sessions to disk. Permissions > problem, most likely. > > > > ;-) > > > > Torsten > > > > 2006/12/5, Jesse Vincent : > > > > > > > > > > > > > > >On Tue, Dec 05, 2006 at 04:18:56PM +0100, Torsten Brumm wrote: > > >> Hi Jesse, > > >> > > >> if i'm not completly wrong, then i think, we can set this at the > > >> RT_SiteConfig.pm? > > > > > >Correct. > > > > > >> # $WebSessionClass is the class you wish to use for managing > Sessions. > > >> # It defaults to use your SQL database, but if you are using MySQL > 3.xand > > >> # plans to use non-ascii Queue names, uncomment and add this line to > > >> # RT_SiteConfig.pm will prevent session corruption. > > >> > > >> # Set($WebSessionClass , 'Apache::Session::File'); > > >> > > >> So, if i uncomment this, Apache:Session will write the session to the > FS > > >and > > >> not to the DB?!? Or is it only for the session corruption?!? > > > > > >For all sessions. Be careful. It will log out all current users. > > > > > >> Torsten > > >> > > >> 2006/12/5, Jesse Vincent : > > >> > > > >> > > > >> > > > >> > > > >> >On Tue, Dec 05, 2006 at 04:04:44PM +0100, Torsten Brumm wrote: > > >> >> Hi Jesse, > > >> >> > > >> >> > > > >> >> > > > >> >> >This happens when RT is still serving a page to the user with > that > > >> >> >session and the user requests another page. Sometimes, > switching > > >to > > >> >> >another Apache::Session backend can help. > > >> >> > > > >> >> > > >> >> What do you mean exactly? another perl module???? > > >> > > > >> >Apache::Session can store to the filesystem (among other things) > > >> >perldoc Apache::Session to get started. > > >> > > > >> >-j > > >> > > > >> >> Torsten > > >> > > > >> >-- > > >> > > > >> > > >> > > >> > > >> -- > > >> MFG > > >> > > >> Torsten Brumm > > >> > > >> http://www.torsten-brumm.de > > > > > >-- > > > > > > > > > > > -- > > MFG > > > > Torsten Brumm > > > > http://www.torsten-brumm.de > > -- > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From JoopvandeWege at mococo.nl Wed Dec 6 02:38:40 2006 From: JoopvandeWege at mococo.nl (Joop) Date: Wed, 06 Dec 2006 08:38:40 +0100 Subject: [rt-users] What kind of hardware setup are you using? In-Reply-To: <20061206001836.5C0A14D890C@diesel.bestpractical.com> References: <20061206001836.5C0A14D890C@diesel.bestpractical.com> Message-ID: <45767380.2050705@mococo.nl> Hello John, > I'm curious what type of machine people here using to run RT as well as > what sort of database, and if the machines have anything else running on > them. At the moment in a VM running as on one cpu on a Tyan B4882T46U2H with dual core AMD Opterons at 2Ghz with 4Gb memory. The RT VM has 768Mb memory. We are running RT-3.6.1 using Oracle XE with RTFM-2.2RC2 and AT-1.2.3 Number of tickets is about 33000 with a couple of groups and about 20 priviledged users. This machine has multiple RT VM's (prod 2x/test/demo/) and further a couple of small and big test/production linux/MS installations. CPU usage is rarely over 15% and memory usage around 2Gb. > At the moment I'm thinking about running the RT instance in a VMWare > server pointing the database to our departmental MySQL server. > > I'm looking xen instead of VMWare server because it might allow for > quicker disaster recovery. > > Either way I figure we'd be covered by a once a day snapshot of the > virtual machine and we can use our current database backup schemes so > nothing new would have to be done for RT on the db server. We make snapshots everyday of the complete VM but might switch to a dedicated database server VM with multiple RT VM's pointing to it and then the backup of the RT VM's will probably change to once a week or only when upgrading RT or one of its components because I don't mind loosing things like rt session info. Joop From alien at 12inch.com Wed Dec 6 02:47:10 2006 From: alien at 12inch.com (Alan Premselaar) Date: Wed, 06 Dec 2006 16:47:10 +0900 Subject: [rt-users] How to send mail when a ticket comes in In-Reply-To: References: Message-ID: <4576757E.3040008@12inch.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 you have spaces between -- and action ... you don't want those. it should read something like: general: "|/etc/smrsh/rt-mailgate --queue general --action respond --url http://rt.domain.com/" Also, although sendmail requires rt-mailgate to reside in /etc/smrsh for security purposes, you don't necessarily need to call it from /etc/smrsh. so the following would also work (assuming an install path of /opt/rt3 ) general: "|/opt/rt3/bin/rt-mailgate --queue general --action respond - --url http://rt.domain.com/" if memory serves, the queue names are case sensitive, so General is different from general. lastly, make sure that your URL actually matches the URL of your machine, I've had problems in the past where although the URL was resolvable to the machine, it was different than the installed URL (or local hostname, i don't remember which) and thus caused problems. hope this helps, Alan Carvajal, Roberto A. wrote: > My understanding was you only need quotes for queues with spaces and > that the queue names were not case sensitive. It has previously received > mail and sorted it into queues witht eh following: > > "general: "|/etc/smrsh/rt-mailgate --queue general -- action respond > --url > http://rt.domain.com/ > > surveillance: "|/etc/smrsh/rt-mailgate --queue surveillance -- action > respond --url > http://rt.domain.com/ > > firewall: "|/etc/smrsh/rt-mailgate --queue firewall -- action respond > --url > http://rt.domain.com/ > > ops: "|/etc/smrsh/rt-mailgate --queue ops -- action respond --url > http://rt.domain.com/ > > foreign: "|/etc/smrsh/rt-mailgate --queue foreign -- action respond > --url > http://rt.domain.com/" > > But now that it sends e-mails it no longer receives. > > -Robert ...snip... -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.1 (Darwin) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFFdnV4E2gsBSKjZHQRAtehAJ9tDiZhVD0c8F5iReEw8qaO52YAqACffc2w aO1bfNUTI40jgi6y5SV2KEc= =D9O5 -----END PGP SIGNATURE----- From Robert.Grasso at cedrat.com Wed Dec 6 07:22:21 2006 From: Robert.Grasso at cedrat.com (Robert Grasso) Date: Wed, 6 Dec 2006 13:22:21 +0100 Subject: [rt-users] rt 3.4.5 : apache load sometimes climbs to 100% Message-ID: Hello, I installed RT v3.4.5 on CentOS 4.4 with yum. Opening a ticket takes 1 or 2 seconds. But after having performed a search, opening the first ticket makes Apache load the cpu to 100% for roughly 30 seconds ! Then the ticket displays normally. Further tickets opened from the same page take 1 or 2 seconds to open. If I go to the "Next page", again the Apache load when opening the first ticket climbs to 100%, and further tickets open in 1 or 2 seconds. I don't see any valuable info neither in the RT logs (even with Set($LogToFile , 'debug');) nor in the Mysql logs nor in the Apache logs. I tried to use debug tools such as mentioned on Debug - RT Wiki http://wiki.bestpractical.com/index.cgi?Debug but I was not able to get any output from DBI::ProfileDumper::Apache nor from MasonX-Profiler. I carefully read the doc though ... I am running httpd-2.0.52-28.ent.centos4 mod_perl-2.0.1-1.rhel4 mysql-4.1.20-1.RHEL4.1 I tried to install RT v3.6.1, but the required DBIx::SearchBuilder was so new, it looked like I had to install a brand new Perl by hand ! Thus losing the automatic upgrades from yum ... Can anybody give me some help ? I am getting sort of desperate ! Here are more details about my config : --------------------------------------- I am upgrading from RT2; RT2 currently runs on a Dell server, running at 1.1 GHz, with 512 MB ram and 512 MB swap, two RAID 1 SCSI disk, the hdparm -t test ports roughly 15 MB/sec. With such a configuration, opening any ticket in RT2 is immediate (it takes much less than one second !). Without much tuning. For test purposes, I installed RT3 on a simple PC with a P4 at 1.7 GHz, 1GB ram, 1GB swap. The hard disk is a SCSI one, the hdparm -t test may report 34 MB/sec I imported our RT2 database into RT3 without problems. There are many large attachments in the database. I limited them to 10 MB. I tuned the kernel with ----------------------- kernel.shmmax=536870912 kernel.shmmni=4096 kernel.shmall=2097152 Mysql : here is my my.cnf : ------------------------- [root at cedrat-rt ~]# grep '^[^#]' /etc/my.cnf [client] port = 3306 socket = /var/lib/mysql/mysql.sock [mysqld] port = 3306 datadir=/var/lib/mysql socket = /var/lib/mysql/mysql.sock skip-locking old_passwords=1 key_buffer = 384M max_allowed_packet = 10M table_cache = 512 sort_buffer_size = 2M read_buffer_size = 2M read_rnd_buffer_size = 8M myisam_sort_buffer_size = 64M thread_cache_size = 8 query_cache_size= 32M thread_concurrency = 8 log-bin = /var/lib/mysql/backup_rt3/rt3_bin server-id = 1 innodb_mirrored_log_groups = 1 innodb_log_files_in_group = 3 innodb_buffer_pool_size = 384M innodb_additional_mem_pool_size = 20M innodb_log_file_size = 200M innodb_log_buffer_size = 8M innodb_flush_log_at_trx_commit = 1 innodb_log_archive = 0 innodb_file_io_threads = 4 innodb_lock_wait_timeout = 50 [mysqldump] quick max_allowed_packet = 16M [mysql] no-auto-rehash [isamchk] key_buffer = 128M sort_buffer_size = 128M read_buffer = 2M write_buffer = 2M [myisamchk] key_buffer = 128M sort_buffer_size = 128M read_buffer = 2M write_buffer = 2M [mysqlhotcopy] interactive-timeout [mysql.server] user=mysql basedir=/var/lib [mysqld_safe] err-log=/var/log/mysqld.log pid-file=/var/run/mysqld/mysqld.pid Apache config: -------------- in httpd.conf, I enabled KeepAlive On LogLevel debug Here is my rt.conf ------------------ [root at cedrat-rt conf.d]# grep '^[^#]' rt.conf ServerName rt3.cedrat.lan ServerAlias rt3.cedrat.com DocumentRoot /var/rt/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /usr/bin/webmux.pl PerlModule MasonX::Profiler PerlSetVar MasonPreamble "my $p = MasonX::Profiler->new($m, $r);" Order Deny,Allow Allow from all Options None ExpiresActive On ExpiresByType text/css A3600 ExpiresByType image/png A3600 ExpiresByType application/x-javascript A3600 ExpiresByType image/gif A3600 SetHandler perl-script PerlResponseHandler RT::Mason PerlFixupHandler Apache::SmallProf SetHandler default-handler # To use this you have to start apache with -DPerlStatus. # # In RHEL, add the following line to /etc/sysconfig/httpd: # # OPTIONS=-DPerlStatus SetHandler perl-script PerlResponseHandler Apache2::Status PerlSetVar StatusOptionsAll On PerlSetVar StatusTerse On PerlSetVar StatusTerseSize On PerlSetVar StatusTerseSizeMainSummary On PerlSetVar StatusLexInfo On --- Robert GRASSO System Engineer CEDRAT 15, Chemin de Malacher - Inovall?e - 38246 MEYLAN Cedex - FRANCE Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09 mailto:Robert.Grasso at cedrat.com --- Support service : mailto:support at cedrat.com Commercial service : mailto:cedrat at cedrat.com Web site : http://www.cedrat.com From tomas.olaj at usit.uio.no Wed Dec 6 06:50:41 2006 From: tomas.olaj at usit.uio.no (Tomas Olaj) Date: Wed, 6 Dec 2006 12:50:41 +0100 (CET) Subject: [rt-users] RT 3.6 error and IE6 Message-ID: Hello, We are entering production phase next week on 3.6.1, but we noticed a problem among Internet Explorer version 6 users (yes, there are some of these at our university), ;), where they are getting an "Error on page" error-message in browser trying to _open_ a ticket in RT 3.6.1. This error message is not reproducable in other browsers (even IE version 7). The typical error message is described on: http://support.microsoft.com/kb/306831 but it doesn't solve the problem, since it's only a work-a-round. Is it something incompatible in the HTML-code? Best regars, 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 filip.rembialkowski at eo.pl Wed Dec 6 08:44:16 2006 From: filip.rembialkowski at eo.pl (=?UTF-8?B?RmlsaXAgUmVtYmlhxYJrb3dza2k=?=) Date: Wed, 06 Dec 2006 14:44:16 +0100 Subject: [rt-users] performance question In-Reply-To: <589c94400612051401m7c3af20bo2c8872845d02b5be@mail.gmail.com> References: <41330.10.2.1.1.1164800052.squirrel@poczta.eo.pl> <15ABD784-9EC0-45EE-A7B9-790C7A131494@bestpractical.com> <49650.10.2.1.1.1164881631.squirrel@poczta.eo.pl> <589c94400612051401m7c3af20bo2c8872845d02b5be@mail.gmail.com> Message-ID: <4576C930.50300@eo.pl> Ruslan Zakirov napisa?(a): > Could you spend some > time and write instructions about how to create such report? :) sure. 1) login to rt (probably ou want to login as root, to see all queues) 2) enable logging of all SQL queries. - for postgresql you can do it by putting these lines in your postgresql.conf log_destination = 'stderr' redirect_stderr = on log_line_prefix = '[%t] [%p] <%u@%d> ' log_min_duration_statement = 0 - for mysql you could use 'log' option 3) restart your database (or do whatever is needed to create fresh logfile) 4) click "Home" in browser window - this will display the home page and fill your SQL log 5) copy out this logfile to avoid polluting it with other queries 6) transform the logfile to following format: it can be tricky if queries have newlines or tabs 7) anonymize queries by replacing some literals by placeholders 8) calculate some statistics in tabular format tools I have used: step 6) http://filip.rembialkowski.net/tool/pglogstat/pglogtimes step 7) http://filip.rembialkowski.net/tool/pglogstat/sqa step 8) http://filip.rembialkowski.net/tool/pglogstat/pgtimestat one-liner: pglogtimes < sample.log | sqa | pgtimestat > sample.csv Filip -- Filip Rembia?kowski eo Networks sp. z o.o. tel:+48-604-065651 mailto:filip at eo.pl jabber:filip at jabber.eo.pl From tobias at formelheinz.de Wed Dec 6 08:50:39 2006 From: tobias at formelheinz.de (Tobias Heinz) Date: Wed, 06 Dec 2006 14:50:39 +0100 Subject: [rt-users] Permission denied Problem Message-ID: <4576CAAF.7090404@formelheinz.de> Dear All, I am running an rt installation (3.4 on Debian, with seperate postgres backend) for about a year now. Currently I have around 50 call centre agents working on tickets submitted by a community of around 100.000 clients. I have set-up the system to allow creation of tickets for everyone (following the instructions in the bestpractical-Wiki) by just sending a mail to service at something.com which works fine. At this point in time the amount of users that have been "autocreated on ticket creation" has hit 35.000 and the number of tickets currently in my database is around 60.000. For the past weeks I have had clients that were sending a mail with a new ticket, that received a "Message not recorded" "permission denied" bounce back from the request tracker. I have checked the entries and there are no differences between other users. At the same time, other tickets are recorded by the system just fine. In two cases the clients were creating another different ticket a few minutes later - and this time without a problem. Any hint or idea what might be happening? Best regards and many thanks in advance ... T. Heinz -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3253 bytes Desc: S/MIME Cryptographic Signature URL: From cbrandt at buffalo.edu Wed Dec 6 09:28:24 2006 From: cbrandt at buffalo.edu (Jim Brandt) Date: Wed, 06 Dec 2006 09:28:24 -0500 Subject: [rt-users] Calendar view of tickets? In-Reply-To: References: <0DD6BC9ABC0D2747AF8589AEA9722A4050F76D@rachael-reborn.letnet.net> <4575C80A.2040404@buffalo.edu> Message-ID: <4576D388.3030007@buffalo.edu> Torsten, I used the following modules that you'll need to install from CPAN: * HTML::CalendarMonth (I think this has some dependencies like HTML::Element, etc. Just follow them and install all dependencies.) * Date::Calc Also, I should mention I got this working on 3.6.1. I think it could work in 3.4.5, but the Tools menu is different so you'd need to make some changes. Let me know if I left anything else out. Jim Torsten Brumm wrote: > Hi Jim, > > sounds good to me a Calendar per Queue base, tried yours but got the > following error: > > Error during compilation of /opt/rt36/local/html/Tools/Calendar/Calendar: > Can't locate HTML/CalendarMonth.pm in @INC (@INC contains: > /opt/rt36/local/lib /opt/rt36/lib > /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 > /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 > /usr/lib/perl5/site_perl > /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 > /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 > /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.6/i386-linux-thread-multi > /usr/lib/perl5/5.8.6 .) at /opt/rt36/local/html/Tools/Calendar/Calendar > line 9, line 40. > BEGIN failed--compilation aborted at > /opt/rt36/local/html/Tools/Calendar/Calendar line 9, line 40. > > > I think there are some missing files?!? > > Thanks > > Torsten > > 2006/12/5, Jim Brandt >: > > Mark, > > I have a rough prototype of something like this working on our dev > machine. In my case, I was playing around with creating a maintenance > calendar that would allow us to track system changes in RT. My thought > was to have a few designated queues set up as the maintenance queues. > You'll see these hard-coded in the example. My thought was to make them > a config option eventually. > > I installed the attached code under /opt/rt3/share/html/Tools so my > Tools page has a menu with Offline, Reports, and Calendar. > > It's a bit ugly, but it works. Hope it helps. > > Jim > > Roedel, Mark wrote: > > It occurred to me last night that it'd be useful sometimes to have a > > calendar display with ticket on it according to their due > dates. Before > > I start hacking on something myself, is that something that anybody's > > already attempted? > > > > -- > > Mark Roedel > > Senior Programmer / Analyst > > LeTourneau University > > Longview, Texas USA > > _______________________________________________ > > 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 > > -- > Jim Brandt > Administrative Computing Services > University at Buffalo > > > > > _______________________________________________ > 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 > > > > > > -- > MFG > > Torsten Brumm > > http://www.torsten-brumm.de -- Jim Brandt Administrative Computing Services University at Buffalo From hk at kapper.net Wed Dec 6 09:57:45 2006 From: hk at kapper.net (Harald Kapper) Date: Wed, 6 Dec 2006 15:57:45 +0100 Subject: [rt-users] RT 3.6.1 stops sending out emails In-Reply-To: <31B2D1EC-4033-4946-B7C0-29EB7A22AFF3@bestpractical.com> Message-ID: Hi he've a perfectly working RT 3.6.1 (on debian etch). Only problem is that sometimes RT simply stops to send out emails (comments, replys) to just anyone - as if it lost it's email-interface somehow, also no correspondences are then tracked in the ticket (which is quite right, but basically not the wanted functionality). Restarting the apache2 it's running in helps. But having to worry about outgoing-correspondence is really a pain... Anyone any ideas on this one? Thank you in advance Harald Kapper -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3720 bytes Desc: not available URL: From torsten.brumm at googlemail.com Wed Dec 6 10:18:29 2006 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Wed, 6 Dec 2006 16:18:29 +0100 Subject: [rt-users] Calendar view of tickets? In-Reply-To: <4576D388.3030007@buffalo.edu> References: <0DD6BC9ABC0D2747AF8589AEA9722A4050F76D@rachael-reborn.letnet.net> <4575C80A.2040404@buffalo.edu> <4576D388.3030007@buffalo.edu> Message-ID: Hi Jim, OK, now it works. But it renders only a calender, nothing else....i have changed the SelectCalendar.html Values from your ACS Queues to the ones i have but nothing happens...how does your result looks like??? Torsten 2006/12/6, Jim Brandt : > > Torsten, > > I used the following modules that you'll need to install from CPAN: > > * HTML::CalendarMonth (I think this has some dependencies like > HTML::Element, etc. Just follow them and install all dependencies.) > > * Date::Calc > > Also, I should mention I got this working on 3.6.1. I think it could > work in 3.4.5, but the Tools menu is different so you'd need to make > some changes. > > Let me know if I left anything else out. > > Jim > > > Torsten Brumm wrote: > > Hi Jim, > > > > sounds good to me a Calendar per Queue base, tried yours but got the > > following error: > > > > Error during compilation of > /opt/rt36/local/html/Tools/Calendar/Calendar: > > Can't locate HTML/CalendarMonth.pm in @INC (@INC contains: > > /opt/rt36/local/lib /opt/rt36/lib > > /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi > > /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi > > /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi > > /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi > > /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 > > /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 > > /usr/lib/perl5/site_perl > > /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi > > /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi > > /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi > > /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi > > /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 > > /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 > > /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.6/i386-linux-thread-multi > > /usr/lib/perl5/5.8.6 .) at /opt/rt36/local/html/Tools/Calendar/Calendar > > line 9, line 40. > > BEGIN failed--compilation aborted at > > /opt/rt36/local/html/Tools/Calendar/Calendar line 9, line 40. > > > > > > I think there are some missing files?!? > > > > Thanks > > > > Torsten > > > > 2006/12/5, Jim Brandt >>: > > > > Mark, > > > > I have a rough prototype of something like this working on our dev > > machine. In my case, I was playing around with creating a > maintenance > > calendar that would allow us to track system changes in RT. My > thought > > was to have a few designated queues set up as the maintenance > queues. > > You'll see these hard-coded in the example. My thought was to make > them > > a config option eventually. > > > > I installed the attached code under /opt/rt3/share/html/Tools so my > > Tools page has a menu with Offline, Reports, and Calendar. > > > > It's a bit ugly, but it works. Hope it helps. > > > > Jim > > > > Roedel, Mark wrote: > > > It occurred to me last night that it'd be useful sometimes to > have a > > > calendar display with ticket on it according to their due > > dates. Before > > > I start hacking on something myself, is that something that > anybody's > > > already attempted? > > > > > > -- > > > Mark Roedel > > > Senior Programmer / Analyst > > > LeTourneau University > > > Longview, Texas USA > > > _______________________________________________ > > > 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 > > > > -- > > Jim Brandt > > Administrative Computing Services > > University at Buffalo > > > > > > > > > > _______________________________________________ > > 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 > > > > > > > > > > > > -- > > MFG > > > > Torsten Brumm > > > > http://www.torsten-brumm.de > > -- > Jim Brandt > Administrative Computing Services > University at Buffalo > > > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Wed Dec 6 10:46:21 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 6 Dec 2006 10:46:21 -0500 Subject: [rt-users] RT 3.6 error and IE6 In-Reply-To: References: Message-ID: <20061206154619.GS29914@bestpractical.com> On Wed, Dec 06, 2006 at 12:50:41PM +0100, Tomas Olaj wrote: > > Hello, > > We are entering production phase next week on 3.6.1, but we noticed a > problem among Internet Explorer version 6 users (yes, there are some of > these at our university), ;), where they are getting an "Error on page" > error-message in browser trying to _open_ a ticket in RT 3.6.1. Do you have any more details of the error message? > This error message is not reproducable in other browsers (even IE version > 7). > > The typical error message is described on: > http://support.microsoft.com/kb/306831 > > but it doesn't solve the problem, since it's only a work-a-round. > > Is it something incompatible in the HTML-code? > > Best regars, > 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 > _______________________________________________ > 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 > -- From cbrandt at buffalo.edu Wed Dec 6 11:08:28 2006 From: cbrandt at buffalo.edu (Jim Brandt) Date: Wed, 06 Dec 2006 11:08:28 -0500 Subject: [rt-users] Calendar view of tickets? In-Reply-To: References: <0DD6BC9ABC0D2747AF8589AEA9722A4050F76D@rachael-reborn.letnet.net> <4575C80A.2040404@buffalo.edu> <4576D388.3030007@buffalo.edu> Message-ID: <4576EAFC.8050602@buffalo.edu> When I run it, for the month I pick, it shows links with the ticket subject in the day indicated by the due date on the ticket. Do your tickets have due dates? Torsten Brumm wrote: > Hi Jim, > > OK, now it works. But it renders only a calender, nothing else....i have > changed the SelectCalendar.html Values from your ACS Queues to the ones > i have but nothing happens...how does your result looks like??? > > Torsten > > 2006/12/6, Jim Brandt >: > > Torsten, > > I used the following modules that you'll need to install from CPAN: > > * HTML::CalendarMonth (I think this has some dependencies like > HTML::Element, etc. Just follow them and install all dependencies.) > > * Date::Calc > > Also, I should mention I got this working on 3.6.1. I think it could > work in 3.4.5, but the Tools menu is different so you'd need to make > some changes. > > Let me know if I left anything else out. > > Jim > > > Torsten Brumm wrote: > > Hi Jim, > > > > sounds good to me a Calendar per Queue base, tried yours but got the > > following error: > > > > Error during compilation of > /opt/rt36/local/html/Tools/Calendar/Calendar: > > Can't locate HTML/CalendarMonth.pm in @INC (@INC contains: > > /opt/rt36/local/lib /opt/rt36/lib > > /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi > > /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi > > /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi > > /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi > > /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 > > /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 > > /usr/lib/perl5/site_perl > > /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi > > /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi > > /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi > > /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi > > /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 > > /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 > > /usr/lib/perl5/vendor_perl > /usr/lib/perl5/5.8.6/i386-linux-thread-multi > > /usr/lib/perl5/5.8.6 .) at > /opt/rt36/local/html/Tools/Calendar/Calendar > > line 9, line 40. > > BEGIN failed--compilation aborted at > > /opt/rt36/local/html/Tools/Calendar/Calendar line 9, line > 40. > > > > > > I think there are some missing files?!? > > > > Thanks > > > > Torsten > > > > 2006/12/5, Jim Brandt >>: > > > > Mark, > > > > I have a rough prototype of something like this working on > our dev > > machine. In my case, I was playing around with creating a > maintenance > > calendar that would allow us to track system changes in RT. > My thought > > was to have a few designated queues set up as the maintenance > queues. > > You'll see these hard-coded in the example. My thought was to > make them > > a config option eventually. > > > > I installed the attached code under /opt/rt3/share/html/Tools > so my > > Tools page has a menu with Offline, Reports, and Calendar. > > > > It's a bit ugly, but it works. Hope it helps. > > > > Jim > > > > Roedel, Mark wrote: > > > It occurred to me last night that it'd be useful sometimes > to have a > > > calendar display with ticket on it according to their due > > dates. Before > > > I start hacking on something myself, is that something > that anybody's > > > already attempted? > > > > > > -- > > > Mark Roedel > > > Senior Programmer / Analyst > > > LeTourneau University > > > Longview, Texas USA > > > _______________________________________________ > > > > 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 > > > > -- > > Jim Brandt > > Administrative Computing Services > > University at Buffalo > > > > > > > > > > _______________________________________________ > > > 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 > > > > > > > > > > > > -- > > MFG > > > > Torsten Brumm > > > > http://www.torsten-brumm.de > > -- > Jim Brandt > Administrative Computing Services > University at Buffalo > > > > > > -- > MFG > > Torsten Brumm > > http://www.torsten-brumm.de -- Jim Brandt Administrative Computing Services University at Buffalo From torsten.brumm at googlemail.com Wed Dec 6 11:12:30 2006 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Wed, 6 Dec 2006 17:12:30 +0100 Subject: [rt-users] Calendar view of tickets? In-Reply-To: <4576EAFC.8050602@buffalo.edu> References: <0DD6BC9ABC0D2747AF8589AEA9722A4050F76D@rachael-reborn.letnet.net> <4575C80A.2040404@buffalo.edu> <4576D388.3030007@buffalo.edu> <4576EAFC.8050602@buffalo.edu> Message-ID: Argh, no...... 2006/12/6, Jim Brandt : > > When I run it, for the month I pick, it shows links with the ticket > subject in the day indicated by the due date on the ticket. Do your > tickets have due dates? > > > Torsten Brumm wrote: > > Hi Jim, > > > > OK, now it works. But it renders only a calender, nothing else....i have > > changed the SelectCalendar.html Values from your ACS Queues to the ones > > i have but nothing happens...how does your result looks like??? > > > > Torsten > > > > 2006/12/6, Jim Brandt >>: > > > > Torsten, > > > > I used the following modules that you'll need to install from CPAN: > > > > * HTML::CalendarMonth (I think this has some dependencies like > > HTML::Element, etc. Just follow them and install all dependencies.) > > > > * Date::Calc > > > > Also, I should mention I got this working on 3.6.1. I think it could > > work in 3.4.5, but the Tools menu is different so you'd need to make > > some changes. > > > > Let me know if I left anything else out. > > > > Jim > > > > > > Torsten Brumm wrote: > > > Hi Jim, > > > > > > sounds good to me a Calendar per Queue base, tried yours but got > the > > > following error: > > > > > > Error during compilation of > > /opt/rt36/local/html/Tools/Calendar/Calendar: > > > Can't locate HTML/CalendarMonth.pm in @INC (@INC contains: > > > /opt/rt36/local/lib /opt/rt36/lib > > > /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi > > > /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi > > > /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi > > > /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi > > > /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 > > > /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 > > > /usr/lib/perl5/site_perl > > > /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi > > > /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi > > > /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi > > > /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi > > > /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 > > > /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 > > > /usr/lib/perl5/vendor_perl > > /usr/lib/perl5/5.8.6/i386-linux-thread-multi > > > /usr/lib/perl5/5.8.6 .) at > > /opt/rt36/local/html/Tools/Calendar/Calendar > > > line 9, line 40. > > > BEGIN failed--compilation aborted at > > > /opt/rt36/local/html/Tools/Calendar/Calendar line 9, line > > 40. > > > > > > > > > I think there are some missing files?!? > > > > > > Thanks > > > > > > Torsten > > > > > > 2006/12/5, Jim Brandt > > >>: > > > > > > Mark, > > > > > > I have a rough prototype of something like this working on > > our dev > > > machine. In my case, I was playing around with creating a > > maintenance > > > calendar that would allow us to track system changes in RT. > > My thought > > > was to have a few designated queues set up as the maintenance > > queues. > > > You'll see these hard-coded in the example. My thought was to > > make them > > > a config option eventually. > > > > > > I installed the attached code under /opt/rt3/share/html/Tools > > so my > > > Tools page has a menu with Offline, Reports, and Calendar. > > > > > > It's a bit ugly, but it works. Hope it helps. > > > > > > Jim > > > > > > Roedel, Mark wrote: > > > > It occurred to me last night that it'd be useful sometimes > > to have a > > > > calendar display with ticket on it according to their due > > > dates. Before > > > > I start hacking on something myself, is that something > > that anybody's > > > > already attempted? > > > > > > > > -- > > > > Mark Roedel > > > > Senior Programmer / Analyst > > > > LeTourneau University > > > > Longview, Texas USA > > > > _______________________________________________ > > > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > > > Community help: http://wiki.bestpractical.com > > > > Commercial support: sales at bestpractical.com > > > > > sales at bestpractical.com>> > > > > > > > > > > > > Discover RT's hidden secrets with RT Essentials from > > O'Reilly Media. > > > > Buy a copy at http://rtbook.bestpractical.com > > > > > > -- > > > Jim Brandt > > > Administrative Computing Services > > > University at Buffalo > > > > > > > > > > > > > > > _______________________________________________ > > > > > 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 > > > > > > > > > > > > > > > > > > -- > > > MFG > > > > > > Torsten Brumm > > > > > > http://www.torsten-brumm.de > > > > -- > > Jim Brandt > > Administrative Computing Services > > University at Buffalo > > > > > > > > > > > > -- > > MFG > > > > Torsten Brumm > > > > http://www.torsten-brumm.de > > -- > Jim Brandt > Administrative Computing Services > University at Buffalo > > > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From vivek at khera.org Wed Dec 6 11:34:10 2006 From: vivek at khera.org (Vivek Khera) Date: Wed, 6 Dec 2006 11:34:10 -0500 Subject: [rt-users] What kind of hardware setup are you using? In-Reply-To: <4575F197.20301@uiuc.edu> References: <4575F197.20301@uiuc.edu> Message-ID: On Dec 5, 2006, at 5:24 PM, John Arends wrote: > How do you all handle backups/DR? Is anyone else running RT in a > virtual machine? We use a live replication system to keep the DB up-to-the-second on another DB server. If the main DB dies, we just "failover" and point RT at the backup. We also take nightly snapshots of the database on yet another machine dedicated to that purpose on our network. Once per month, a set of snapshots is archived off to DVD and tossed into a safe. That pretty much covers our DB back up for RT... As for system backup, the only thing we backup of our RT installation is the etc/RT*Config.pm files and httpd+mailserver config files. To recover the RT installation, just re-install the software and copy those handful of configs files back in place. I suppose having a snapshot of the VM would be faster to recover :-) Our primary RT instance runs on a dedicated Dell 1950 with a hardware- mirrored drive and a local Postgres database. The replica runs on a dedicated 'backup' db server which also backs up several other databases. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2530 bytes Desc: not available URL: From l.bauer at mailclub.fr Wed Dec 6 11:10:32 2006 From: l.bauer at mailclub.fr ([Mailclub] - Laurent Bauer) Date: Wed, 06 Dec 2006 17:10:32 +0100 Subject: [rt-users] Removing garbage from mail replies Message-ID: <4576EB78.6090601@mailclub.fr> Hello, I searched the wiki and mailing list archives, but couldn't find a solution to do that : - when RT sends an e-mail, add a line like "[Reply below this line]" - when a user replies to the mail, only log the text added below That way, the recipient keeps getting a normal e-mail (with quote), while RT only logs the last response (without quote) on its interface. Example : User creates a ticket, Admin fixes it and sends an e-mail : ===== User wrote : > Subject : any bug > > I have a problem with ... > Please fix [Reply below] Ok, fixed ===== RT History would show : ===== User : Ticket created I have a problem with ... Please fix ===== Admin : E-mail Ok, fixed ===== Admin : Ticket closed Instead of : ===== User : Ticket created I have a problem with ... Please fix ===== Admin : E-mail User wrote : > Subject : any bug > > I have a problem with ... > Please fix [Reply below] Ok, fixed Hope I made it clear, since I use a French GUI and guessed the english labels Thanks for helping. Laurent From jesse at bestpractical.com Wed Dec 6 12:07:30 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 6 Dec 2006 12:07:30 -0500 Subject: [rt-users] RT hangs with 'SELECT GET_LOCK' slow query log entries In-Reply-To: References: <91449E25-683C-4B19-8E1C-C52D9B1CA164@bestpractical.com> <20061205150710.GW29914@bestpractical.com> <20061205152054.GY29914@bestpractical.com> <20061205153519.GC29914@bestpractical.com> Message-ID: <3174A72D-4B3C-48CC-8D41-7DE4F29916C3@bestpractical.com> On Dec 6, 2006, at 2:18 AM, Torsten Brumm wrote: > Hi Jesse, > > i've checked the permissions twice, apache is running as user/group > apache and has more permission in that directory as needed. I > played around a bit and came now to the point, that it works with > fucking IE7 but not in NS7, NS8 and Firefox 1.6 and 2.0. I'm not > sure whats wrong, i can see, for each session an new file is > created, nothing at the error logs from apache/rt....could be a > problem with the browsers=?! > No idea off the top of my head. > Torsten > From jmhanks1373 at hotmail.com Wed Dec 6 12:16:28 2006 From: jmhanks1373 at hotmail.com (Jared Hanks) Date: Wed, 6 Dec 2006 09:16:28 -0800 Subject: [rt-users] Calendar view of tickets? Message-ID: I had the same problem, it was only displaying tickets with that have a Due date. I changed Calendar and SelectCalendar.html to search for Created, not Due, and it display the tickets the way I wanted. Date: Wed, 6 Dec 2006 17:12:30 +0100From: torsten.brumm at googlemail.comTo: cbrandt at buffalo.eduSubject: Re: [rt-users] Calendar view of tickets?CC: rt-users at lists.bestpractical.comArgh, no...... 2006/12/6, Jim Brandt : When I run it, for the month I pick, it shows links with the ticketsubject in the day indicated by the due date on the ticket. Do yourtickets have due dates?Torsten Brumm wrote:> Hi Jim,> > OK, now it works. But it renders only a calender, nothing else....i have> changed the SelectCalendar.html Values from your ACS Queues to the ones> i have but nothing happens...how does your result looks like??? >> Torsten>> 2006/12/6, Jim Brandt >:>> Torsten, >> I used the following modules that you'll need to install from CPAN:>> * HTML::CalendarMonth (I think this has some dependencies like> HTML::Element, etc. Just follow them and install all dependencies.) >> * Date::Calc>> Also, I should mention I got this working on 3.6.1. I think it could> work in 3.4.5, but the Tools menu is different so you'd need to make> some changes. >> Let me know if I left anything else out.>> Jim>>> Torsten Brumm wrote:> > Hi Jim,> >> > sounds good to me a Calendar per Queue base, tried yours but got the > > following error:> >> > Error during compilation of> /opt/rt36/local/html/Tools/Calendar/Calendar:> > Can't locate HTML/CalendarMonth.pm in @INC (@INC contains: > > /opt/rt36/local/lib /opt/rt36/lib> > /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi> > /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi> > /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi > > /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi> > /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5> > /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 > > /usr/lib/perl5/site_perl> > /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi> > /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi> > /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi > > /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi> > /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5> > /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 > > /usr/lib/perl5/vendor_perl> /usr/lib/perl5/5.8.6/i386-linux-thread-multi> > /usr/lib/perl5/5.8.6 .) at> /opt/rt36/local/html/Tools/Calendar/Calendar> > line 9, line 40. > > BEGIN failed--compilation aborted at> > /opt/rt36/local/html/Tools/Calendar/Calendar line 9, line> 40.> >> >> > I think there are some missing files?!? > >> > Thanks> >> > Torsten> >> > 2006/12/5, Jim Brandt >>:> >> > Mark,> >> > I have a rough prototype of something like this working on> our dev> > machine. In my case, I was playing around with creating a > maintenance> > calendar that would allow us to track system changes in RT.> My thought> > was to have a few designated queues set up as the maintenance> queues. > > You'll see these hard-coded in the example. My thought was to> make them> > a config option eventually.> >> > I installed the attached code under /opt/rt3/share/html/Tools > so my> > Tools page has a menu with Offline, Reports, and Calendar.> >> > It's a bit ugly, but it works. Hope it helps.> >> > Jim > >> > Roedel, Mark wrote:> > > It occurred to me last night that it'd be useful sometimes> to have a> > > calendar display with ticket on it according to their due > > dates. Before> > > I start hacking on something myself, is that something> that anybody's> > > already attempted?> > > > > > --> > > Mark Roedel> > > Senior Programmer / Analyst> > > LeTourneau University> > > Longview, Texas USA > > > _______________________________________________> > >> 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> >> > --> > Jim Brandt > > Administrative Computing Services> > University at Buffalo> >> >> >> >> > _______________________________________________ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users> < 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> >> >> >> >> > > > --> > MFG> >> > Torsten Brumm> >> > http://www.torsten-brumm.de>> -- > Jim Brandt> Administrative Computing Services> University at Buffalo>>>>>> --> MFG>> Torsten Brumm>> http://www.torsten-brumm.de --Jim BrandtAdministrative Computing ServicesUniversity at Buffalo-- MFGTorsten Brummhttp://www.torsten-brumm.de _________________________________________________________________ Express yourself with gadgets on Windows Live Spaces http://discoverspaces.live.com?source=hmtag1&loc=us -------------- next part -------------- An HTML attachment was scrubbed... URL: From dparsons at luxtera.com Wed Dec 6 12:58:48 2006 From: dparsons at luxtera.com (Dan Parsons) Date: Wed, 6 Dec 2006 09:58:48 -0800 Subject: [rt-users] including custom fields in a template Message-ID: <39483F27-7E3C-45B7-B9FF-C7AAF4A0CD25@luxtera.com> I want to include the value of 3 custom fields in the template used for emailing admins when a ticket is created. The custom fields are named "Linux computer name", "Impact" and "Deadline" ... What exactly is the syntax for this? Especially for a field with spaces in its name? Dan Parsons Sr. Systems Administrator Luxtera, Inc. From torsten.brumm at googlemail.com Wed Dec 6 13:04:37 2006 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Wed, 6 Dec 2006 19:04:37 +0100 Subject: [rt-users] Calendar view of tickets? In-Reply-To: References: Message-ID: Just an idea, let us try to make it more flexible, just as an option to select all (makes not the most sense) and Starts and Due, also a view for Reminder entries could be great. i'm just playing around to make the queue selection more flexible...hopefully i can sent tomorrow some files. Torsten 2006/12/6, Jared Hanks : > > > I had the same problem, it was only displaying tickets with that have a > Due date. I changed Calendar and SelectCalendar.html to search for > Created, not Due, and it display the tickets the way I wanted. > > ------------------------------ > Date: Wed, 6 Dec 2006 17:12:30 +0100 > From: torsten.brumm at googlemail.com > To: cbrandt at buffalo.edu > Subject: Re: [rt-users] Calendar view of tickets? > CC: rt-users at lists.bestpractical.com > > Argh, no...... > > 2006/12/6, Jim Brandt : > > When I run it, for the month I pick, it shows links with the ticket > subject in the day indicated by the due date on the ticket. Do your > tickets have due dates? > > > Torsten Brumm wrote: > > Hi Jim, > > > > OK, now it works. But it renders only a calender, nothing else....i have > > changed the SelectCalendar.html Values from your ACS Queues to the ones > > i have but nothing happens...how does your result looks like??? > > > > Torsten > > > > 2006/12/6, Jim Brandt >>: > > > > Torsten, > > > > I used the following modules that you'll need to install from CPAN: > > > > * HTML::CalendarMonth (I think this has some dependencies like > > HTML::Element, etc. Just follow them and install all dependencies.) > > > > * Date::Calc > > > > Also, I should mention I got this working on 3.6.1. I think it could > > work in 3.4.5, but the Tools menu is different so you'd need to make > > some changes. > > > > Let me know if I left anything else out. > > > > Jim > > > > > > Torsten Brumm wrote: > > > Hi Jim, > > > > > > sounds good to me a Calendar per Queue base, tried yours but got > the > > > following error: > > > > > > Error during compilation of > > /opt/rt36/local/html/Tools/Calendar/Calendar: > > > Can't locate HTML/CalendarMonth.pm in @INC (@INC contains: > > > /opt/rt36/local/lib /opt/rt36/lib > > > /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi > > > /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi > > > /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi > > > /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi > > > /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 > > > /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 > > > /usr/lib/perl5/site_perl > > > /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi > > > /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi > > > /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi > > > /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi > > > /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 > > > /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 > > > > /usr/lib/perl5/vendor_perl > > /usr/lib/perl5/5.8.6/i386-linux-thread-multi > > > /usr/lib/perl5/5.8.6 .) at > > /opt/rt36/local/html/Tools/Calendar/Calendar > > > line 9, line 40. > > > BEGIN failed--compilation aborted at > > > /opt/rt36/local/html/Tools/Calendar/Calendar line 9, line > > 40. > > > > > > > > > I think there are some missing files?!? > > > > > > Thanks > > > > > > Torsten > > > > > > 2006/12/5, Jim Brandt > > >>: > > > > > > Mark, > > > > > > I have a rough prototype of something like this working on > > our dev > > > machine. In my case, I was playing around with creating a > > maintenance > > > calendar that would allow us to track system changes in RT. > > My thought > > > was to have a few designated queues set up as the maintenance > > queues. > > > You'll see these hard-coded in the example. My thought was to > > make them > > > a config option eventually. > > > > > > I installed the attached code under /opt/rt3/share/html/Tools > > > so my > > > Tools page has a menu with Offline, Reports, and Calendar. > > > > > > It's a bit ugly, but it works. Hope it helps. > > > > > > Jim > > > > > > Roedel, Mark wrote: > > > > It occurred to me last night that it'd be useful sometimes > > to have a > > > > calendar display with ticket on it according to their due > > > dates. Before > > > > I start hacking on something myself, is that something > > that anybody's > > > > already attempted? > > > > > > > > -- > > > > Mark Roedel > > > > Senior Programmer / Analyst > > > > LeTourneau University > > > > Longview, Texas USA > > > > _______________________________________________ > > > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > > > Community help: http://wiki.bestpractical.com > > > > Commercial support: sales at bestpractical.com > > > > > sales at bestpractical.com>> > > > > > > > > > > > > Discover RT's hidden secrets with RT Essentials from > > O'Reilly Media. > > > > Buy a copy at http://rtbook.bestpractical.com > > > > > > -- > > > Jim Brandt > > > Administrative Computing Services > > > University at Buffalo > > > > > > > > > > > > > > > _______________________________________________ > > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > < 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 > > > > > > > > > > > > > > > > > > -- > > > MFG > > > > > > Torsten Brumm > > > > > > http://www.torsten-brumm.de > > > > -- > > Jim Brandt > > Administrative Computing Services > > University at Buffalo > > > > > > > > > > > > -- > > MFG > > > > Torsten Brumm > > > > http://www.torsten-brumm.de > > -- > Jim Brandt > Administrative Computing Services > University at Buffalo > > > > > > -- > MFG > > Torsten Brumm > > http://www.torsten-brumm.de > > > ------------------------------ > Express yourself with gadgets on Windows Live Spaces Try it! > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at googlemail.com Wed Dec 6 13:07:03 2006 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Wed, 6 Dec 2006 19:07:03 +0100 Subject: [rt-users] RT hangs with 'SELECT GET_LOCK' slow query log entries In-Reply-To: <3174A72D-4B3C-48CC-8D41-7DE4F29916C3@bestpractical.com> References: <91449E25-683C-4B19-8E1C-C52D9B1CA164@bestpractical.com> <20061205150710.GW29914@bestpractical.com> <20061205152054.GY29914@bestpractical.com> <20061205153519.GC29914@bestpractical.com> <3174A72D-4B3C-48CC-8D41-7DE4F29916C3@bestpractical.com> Message-ID: Any chance to figure out more details? I can test a lot and i have played around a lot, this relogin occurs until i pressed the first Time the Tools link, afterwards it is finished and the worst part, i have the same situation under each Firefox and NS Browser.... Will try more tomorrow... 2006/12/6, Jesse Vincent : > > > On Dec 6, 2006, at 2:18 AM, Torsten Brumm wrote: > > > Hi Jesse, > > > > i've checked the permissions twice, apache is running as user/group > > apache and has more permission in that directory as needed. I > > played around a bit and came now to the point, that it works with > > fucking IE7 but not in NS7, NS8 and Firefox 1.6 and 2.0. I'm not > > sure whats wrong, i can see, for each session an new file is > > created, nothing at the error logs from apache/rt....could be a > > problem with the browsers=?! > > > > No idea off the top of my head. > > > Torsten > > > > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From ldriggers at fncinc.com Wed Dec 6 14:38:54 2006 From: ldriggers at fncinc.com (Les Driggers) Date: Wed, 6 Dec 2006 13:38:54 -0600 Subject: [rt-users] RT 3.6.1 stops sending out emails In-Reply-To: Message-ID: <2788D5DC2F58B24280FC3F99956AE1C9039D585B@ox-exch01.fncinc.com> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Harald Kapper > Sent: Wednesday, December 06, 2006 8:58 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] RT 3.6.1 stops sending out emails > > Hi > he've a perfectly working RT 3.6.1 (on debian etch). > > Only problem is that sometimes RT simply stops to send out > emails (comments, > replys) to just anyone - as if it lost it's email-interface > somehow, also no correspondences are then tracked in the > ticket (which is quite right, but basically not the wanted > functionality). > > Restarting the apache2 it's running in helps. > > But having to worry about outgoing-correspondence is really a pain... > > Anyone any ideas on this one? > > Thank you in advance > Harald Kapper I am having this issue as well. rt-3.6.1 Apache-2.0.52 Sendmail-8.13.1 CentOS-4.4 I think my issue is related to a custom scrip I wrote to send alerts to my cell phone when a ticket is created during the weekend. It is based on a similar example in the RT Essentials book. I have deleted that scrip, so now I just have to wait and see if that fixed the problem. I'll post an update when I know more. Thanks, Les Confidentiality Notice: This message is for the sole use of the intended recipient(s). It may contain confidential or proprietary information and may be subject to the attorney-client privilege or other confidentiality protections. If this message was misdirected, neither FNC Holding Company, Inc. nor any of its subsidiaries waive any confidentiality, privilege, or trade secrets. If you are not a designated recipient, you may not review, print, copy, retransmit, disseminate, or otherwise use this message. If you have received this message in error, please notify the sender by reply e-mail and delete this message. From beilman at sinecurve.com Wed Dec 6 15:10:10 2006 From: beilman at sinecurve.com (=?iso-8859-1?Q?beilman?=) Date: Wed, 06 Dec 2006 15:10:10 -0500 Subject: [rt-users] Query Questions Message-ID: <20061206201010.12250.qmail@server267.com> I have been asked to see if I can get RT to show the Ticket Content, using the basic Query Builder tool. In the actual query results window, I need to show the initial part of the request. I know I can do this via an outside Perl script, or using the Rt command line, but I am trying to do it within the actual RT web interface. From what I can tell the RT Query tool, queries the Ticket Table, and what I am after is in the Attachment table. I am trying to use the advanced query tool to both query and display the first element of the content. Is this possible, or do I have to do it via a Scrip? Most of the Scrips I have seen relate to an action, and some Email event. My other option is to create another Custom Field and then write a scrip to populate that field with the content data. Bryon From Michael.Peer at eurac.edu Wed Dec 6 15:31:27 2006 From: Michael.Peer at eurac.edu (Peer Michael) Date: Wed, 6 Dec 2006 21:31:27 +0100 Subject: [rt-users] Reply to stalled tickets Message-ID: Greetings I am using rt-3.4.5. My problem is, when i reply to a stalled ticket and i don't want change the status, the rt-system set the status to open. I know, that the reason of this is the autoopen-script. But i don't understand, why rt-2.0.4, the system that i used before, Doesn't do that, nevertheless the script exists. Thanks for helping Michael Peer I&CT _______________________ EURAC research Viale Druso/Drususallee 1 39100 Bolzano/Bozen Italy Email: michael.peer at eurac.edu Website: www.eurac.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Wed Dec 6 15:46:40 2006 From: todd at chaka.net (Todd Chapman) Date: Wed, 6 Dec 2006 15:46:40 -0500 Subject: [rt-users] Query Questions In-Reply-To: <20061206201010.12250.qmail@server267.com> References: <20061206201010.12250.qmail@server267.com> Message-ID: <20061206204640.GA1912@chaka.net> On Wed, Dec 06, 2006 at 03:10:10PM -0500, beilman wrote: > I have been asked to see if I can get RT to show the Ticket Content, using the basic Query Builder tool. In the actual query results window, I need to show the initial part of the request. > > I know I can do this via an outside Perl script, or using the Rt command line, but I am trying to do it within the actual RT web interface. > > From what I can tell the RT Query tool, queries the Ticket Table, and what I am after is in the Attachment table. > > I am trying to use the advanced query tool to both query and display the first element of the content. > > Is this possible, or do I have to do it via a Scrip? Most of the Scrips I have seen relate to an action, and some Email event. > > My other option is to create another Custom Field and then write a scrip to populate that field with the content data. > > > > Bryon > Bryon, To do what you want you will have to write some perl code. html/Elements/RT__Ticket/ColumnMap defines translations from columns to callbacks that are run when display search results. You can augment this mapping with a callback called ColumnMap. So you need to: 1. Create a callback. 2. Insert the correct code into the callback. (grok RT API?) 3. Get your new column name to show up in the query builder. The last step involves a local copy of html/Search/Elements/BuildFormatString. Is that enought to get you started? -Todd From beilman at sinecurve.com Wed Dec 6 16:26:04 2006 From: beilman at sinecurve.com (=?iso-8859-1?Q?beilman?=) Date: Wed, 06 Dec 2006 16:26:04 -0500 Subject: [rt-users] Query Questions Message-ID: <20061206212604.24596.qmail@server267.com> I think so, inside html/Elements/RT__Ticket/ColumnMap I see references to things like LastUpdated => { attribute => 'LastUpdated', title => 'Last Updated', value => sub { return $_[0]->LastUpdatedObj->AsString } }, So I need to figure out how to reference what I need and insert something like Content=> { attribute => 'Content', title => 'Content, value => sub { return $_[0]->Appropriate_stuff_here>AsString } }, Or whatever the RT API indicates. I am a mild PERL programmer, but it looks like I will have to dig in. It's a starting place. If anyone out there already did this,I would love it if you shared your code. In the mean time, I will dig in. > -------Original Message------- > From: Todd Chapman > Subject: Re: [rt-users] Query Questions > Sent: 06 Dec '06 15:46 > > On Wed, Dec 06, 2006 at 03:10:10PM -0500, beilman wrote: > > I have been asked to see if I can get RT to show the Ticket Content, using the basic Query Builder tool. In the actual query results window, I need to show the initial part of the request. > > > > I know I can do this via an outside Perl script, or using the Rt command line, but I am trying to do it within the actual RT web interface. > > > > From what I can tell the RT Query tool, queries the Ticket Table, and what I am after is in the Attachment table. > > > > I am trying to use the advanced query tool to both query and display the first element of the content. > > > > Is this possible, or do I have to do it via a Scrip? Most of the Scrips I have seen relate to an action, and some Email event. > > > > My other option is to create another Custom Field and then write a scrip to populate that field with the content data. > > > > > > > > Bryon > > > > Bryon, > > To do what you want you will have to write some perl code. > > html/Elements/RT__Ticket/ColumnMap defines translations from > columns to callbacks that are run when display search results. > > You can augment this mapping with a callback called ColumnMap. > > So you need to: > > 1. Create a callback. > 2. Insert the correct code into the callback. (grok RT API?) > 3. Get your new column name to show up in the query builder. > > The last step involves a local copy of html/Search/Elements/BuildFormatString. > > Is that enought to get you started? > > -Todd > From todd at chaka.net Wed Dec 6 16:58:12 2006 From: todd at chaka.net (Todd Chapman) Date: Wed, 6 Dec 2006 16:58:12 -0500 Subject: [rt-users] Query Questions In-Reply-To: <20061206212604.24596.qmail@server267.com> References: <20061206212604.24596.qmail@server267.com> Message-ID: <20061206215811.GB1912@chaka.net> On Wed, Dec 06, 2006 at 04:26:04PM -0500, beilman wrote: > I think so, inside html/Elements/RT__Ticket/ColumnMap I see references to things like > LastUpdated => { > attribute => 'LastUpdated', > title => 'Last Updated', > value => sub { return $_[0]->LastUpdatedObj->AsString } > }, > > So I need to figure out how to reference what I need and insert something like > Content=> { > attribute => 'Content', > title => 'Content, > value => sub { return $_[0]->Appropriate_stuff_here>AsString } > }, > > Or whatever the RT API indicates. > > I am a mild PERL programmer, but it looks like I will have to dig in. > > It's a starting place. > > If anyone out there already did this,I would love it if you shared your code. In the mean time, I will dig in. > Something like: $_[0]->Transactions->First->Content; From winn_johnston at yahoo.com Wed Dec 6 18:46:55 2006 From: winn_johnston at yahoo.com (Winn Johnston) Date: Wed, 6 Dec 2006 15:46:55 -0800 (PST) Subject: [rt-users] Can't view newly created ticket Message-ID: <20061206234655.53490.qmail@web52915.mail.yahoo.com> This just started happening, no changes were made to the system. mysql v 4.01 apache2 Is there something i can check in the ACL table? Wed Dec 6 23:36:03 2006] [info]: #6421/28782 - Scrip 2 (/opt/rt3/lib/RT/Action/SendEmail.pm:237) [Wed Dec 6 23:36:03 2006] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm li ne 492. (/opt/rt3/lib/RT.pm:287) [Wed Dec 6 23:36:03 2006] [warning]: RT::Handle=HASH(0x96f8200) couldn't execute the query 'INSERT INTO Transactions (OldReference, Type, Field, OldValue, NewReferenc e, NewValue, Creator, ObjectId, ReferenceType, Created, Data, ObjectType) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/local/lib/perl5/site_perl/5.8.3/DBIx/Sea rchBuilder/Handle.pm line 505 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x96f8200)','INSERT INTO Transactions (OldReference, Type, Field, OldValue...','undef','EmailRecord', 'undef','undef','undef','undef',1,...) called at /usr/local/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 365 DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x96f8200)','Transactions','OldReference','undef','Type','EmailRecord','Field','undef','OldValue',...) cal led at /usr/local/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle/mysql.pm line 39 DBIx::SearchBuilder::Handle::mysql::Insert('RT::Handle=HASH(0x96f8200)','Transactions','OldReference','undef','Type','EmailRecord','Field','undef','OldValue',. ..) called at /usr/local/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm line 1291 DBIx::SearchBuilder::Record::Create('RT::Transaction=HASH(0xa484984)','OldReference','undef','Field','undef','Type','EmailRecord','OldValue','undef',...) calle d at /opt/rt3/lib/RT/Record.pm line 300 Thanks Winn Johnston ____________________________________________________________________________________ Do you Yahoo!? Everyone is raving about the all-new Yahoo! Mail beta. http://new.mail.yahoo.com From trosmus at nwnexus.net Wed Dec 6 19:44:49 2006 From: trosmus at nwnexus.net (Tim Rosmus) Date: Wed, 6 Dec 2006 16:44:49 -0800 (PST) Subject: [rt-users] RT/Opera Text alignment problem Message-ID: Seems to be a bug in all Opera 9.x (any OS) that causes nested DIVs to be centered. The headers for each history entry are correct, but the actual ticket history content is all centered, making it a pain to read. Has anybody seen this and/or have a fix or is this a problem with Opera, Thanks. Running RT 3.6.2rc1 (new style interface) -- Tim Rosmus Postmaster / USENET / DNS Northwest Nexus Inc. / NetOS Inc. From theillien at yahoo.com Wed Dec 6 23:22:39 2006 From: theillien at yahoo.com (Mathew Snyder) Date: Wed, 06 Dec 2006 23:22:39 -0500 Subject: [rt-users] Shredder Users plugin error about invalid characters Message-ID: <4577970F.8060400@yahoo.com> I have a script that gathers up all the newest spam users created over the course of a day and iterates over each one calling rtx-shredder with the Users plugin. It occassionaly spits out an error thusly: Couldn't load plugin Error: Invalid characters in email 'aecrhirzjm at directline-holidays.co.uk' The email address that cause the error are pretty much the same format as that above with the hyphen in the domain part. I'm guessing that is the error's cause. The strange thing though is that I've never received this error when running the plugin from the UI. Also, how do I call Shredder as RT::SystemUser so I don't get the "RT::User=HASH(0xb01b258) was created without a CurrentUser" error? Mathew From theillien at yahoo.com Thu Dec 7 02:53:58 2006 From: theillien at yahoo.com (Mathew Snyder) Date: Thu, 07 Dec 2006 02:53:58 -0500 Subject: [rt-users] Pulling CustomFieldValues In-Reply-To: <00f401c713c0$b3bcec60$76059812@bjh> References: <00f401c713c0$b3bcec60$76059812@bjh> Message-ID: <4577C896.1080508@yahoo.com> Stephen Turner wrote: > > >> -----Original Message----- >> From: Mathew Snyder [mailto:theillien at yahoo.com] >> Sent: Wednesday, November 29, 2006 4:29 AM >> To: sturner at MIT.EDU >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Pulling CustomFieldValues >> >> Steve, >> >> This is the code I now have: >> >> my $cf = RT::CustomField->new(RT::SystemUser); >> $cf->Values($cf_name); >> foreach my $cf_key (${cf}){ >> print $$cf_key{"KEY"} . "\n"; >> }; >> >> Values() appears to return a reference to a hash. If I run >> this code I get one >> blank line back. I guess I don't know how to iterate through >> the hash to print >> out each item. How would I go about that? >> >> Mathew >> > > Hi Mathew, > > You're getting close! The Values method actually returns a CustomFieldValues > object, even though a print will show a hash. This object represents a > collection of CustomFieldValue objects and you can iterate through the value > objects using the RT collections API (see RTx::SearchBuilder): > > My $cfvalues = $cf->Values($cf_name); > while (my $cfval = $cfvalues->Next() ){ > print $cfval->Name . "\n"; > }; > > You can see this in action on the custom field 'modify' screen - ( > /Admin/CustomFields/Modify.html ). This calls > /Admin/Elements/EditCustomFieldValues which displays a list of the existing > values for the CF. > > Steve > > I guess it's time to revisit this after taking a break for a bit. The code I now have, based on the above is thus: !/usr/bin/perl use warnings; use strict; use lib "/usr/local/rt-3.6.1/lib"; use RT; use RT::CustomField; use RT::Interface::CLI qw(CleanEnv); CleanEnv(); RT::LoadConfig(); RT::Init(); my $cf_name = "Profiles"; my $cf = RT::CustomField->new(RT::SystemUser); my $cfvalues = $cf->Values($cf_name); while (my $cfval = $cfvalues->Next() ){ print $cfval->Name . "\n"; }; exit; This will run and place me right back at the prompt without any output. I guess I just don't understand how to get the values of the custom field. Mathew From theillien at yahoo.com Thu Dec 7 04:23:24 2006 From: theillien at yahoo.com (Mathew Snyder) Date: Thu, 07 Dec 2006 04:23:24 -0500 Subject: [rt-users] Pulling CustomFieldValues In-Reply-To: <00f401c713c0$b3bcec60$76059812@bjh> References: <00f401c713c0$b3bcec60$76059812@bjh> Message-ID: <4577DD8C.9010308@yahoo.com> Stephen Turner wrote: > > >> -----Original Message----- >> From: Mathew Snyder [mailto:theillien at yahoo.com] >> Sent: Wednesday, November 29, 2006 4:29 AM >> To: sturner at MIT.EDU >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Pulling CustomFieldValues >> >> Steve, >> >> This is the code I now have: >> >> my $cf = RT::CustomField->new(RT::SystemUser); >> $cf->Values($cf_name); >> foreach my $cf_key (${cf}){ >> print $$cf_key{"KEY"} . "\n"; >> }; >> >> Values() appears to return a reference to a hash. If I run >> this code I get one >> blank line back. I guess I don't know how to iterate through >> the hash to print >> out each item. How would I go about that? >> >> Mathew >> > > Hi Mathew, > > You're getting close! The Values method actually returns a CustomFieldValues > object, even though a print will show a hash. This object represents a > collection of CustomFieldValue objects and you can iterate through the value > objects using the RT collections API (see RTx::SearchBuilder): > > My $cfvalues = $cf->Values($cf_name); > while (my $cfval = $cfvalues->Next() ){ > print $cfval->Name . "\n"; > }; > > You can see this in action on the custom field 'modify' screen - ( > /Admin/CustomFields/Modify.html ). This calls > /Admin/Elements/EditCustomFieldValues which displays a list of the existing > values for the CF. > > Steve > > This is another version that will print out the names of all privileged users and is supposed to, again, print out the values of a particular custom field. It will print out the users but not the values. #!/usr/bin/perl use lib "/usr/local/rt-3.6.1/lib"; use RT; use RT::Users ; ## you may not need this but what the he use RT::CustomFieldValues; use RT::Interface::CLI qw(CleanEnv); use warnings; use strict; CleanEnv(); ##Cleaning the env RT::LoadConfig(); ## Loading RT config RT::Init(); ## Initialise RT my $cf_name = 'Profiles'; my $users = new RT::Users(RT::SystemUser); $users->LimitToPrivileged; my $cf = new RT::CustomField(RT::SystemUser); my $cfvalues = $cf->Values($cf_name); while (my $user = $users->Next) { next if $user->Name eq "root"; print $user->Name . "\n"; } while (my $cfval = $cfvalues->Next) { print $cfval . "\n"; } exit; I tried looking at Modify.html to see how it goes about loading the values into the fields but that was mostly a jumble of text to me. Mathew From Robert.Grasso at cedrat.com Thu Dec 7 06:29:06 2006 From: Robert.Grasso at cedrat.com (Robert Grasso) Date: Thu, 7 Dec 2006 12:29:06 +0100 Subject: [rt-users] rt 3.6.1 : apache load sometimes climbs to 100% Message-ID: I succeeded to install v3.6.1 on CentOS 4.4 - but I have the same apache high load than described in my previous post "rt 3.4.5 : apache load sometimes climbs to 100%" this is confirmed at the bottom of the ticket : "Time to display: 23.227586" : a bit long isnt'it ? Is there anybody who have clues ? Regards --- Robert GRASSO System Engineer CEDRAT 15, Chemin de Malacher - Inovall?e - 38246 MEYLAN Cedex - FRANCE Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09 mailto:Robert.Grasso at cedrat.com --- Support service : mailto:support at cedrat.com Commercial service : mailto:cedrat at cedrat.com Web site : http://www.cedrat.com From rfh at pipex.net Thu Dec 7 07:05:13 2006 From: rfh at pipex.net (Roy El-Hames) Date: Thu, 07 Dec 2006 12:05:13 +0000 Subject: [rt-users] RT::Client::REST Message-ID: <45780379.9040308@pipex.net> Hi Folks; RT-3.6.1 apache2/mod_perl2 I am looking for pointers to use RT::Client::REST in particular how to populate/update custom fields,any one used this for 3.6.1 (Dmitri ??); Thanks; Roy From Robert.Grasso at cedrat.com Thu Dec 7 07:17:16 2006 From: Robert.Grasso at cedrat.com (Robert Grasso) Date: Thu, 7 Dec 2006 13:17:16 +0100 Subject: [rt-users] rt 3.6.1 : apache load sometimes climbs to 100% : it's RT fault ? In-Reply-To: Message-ID: I just discovered http://rt3.fsck.com/?user=guest&pass=guest and well : it's just as slow as mine, exactly in the SAME way. When you open the first ticket after having performed a search, it takes 20 seconds to display the page - further pages take nearly 1 second to open. So it's not my tuning nor my configuration. Do you RT developers were aware of this weakness ? Do you plan to solve it ? Regards --- Robert GRASSO System Engineer CEDRAT 15, Chemin de Malacher - Inovall?e - 38246 MEYLAN Cedex - FRANCE Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09 mailto:Robert.Grasso at cedrat.com --- Support service : mailto:support at cedrat.com Commercial service : mailto:cedrat at cedrat.com Web site : http://www.cedrat.com > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Robert > Grasso > Sent: Thursday, December 07, 2006 12:29 PM > To: Rt-Users > Subject: [rt-users] rt 3.6.1 : apache load sometimes climbs to 100% > > > I succeeded to install v3.6.1 on CentOS 4.4 - but I have the same apache high load than > described in > my previous post > > "rt 3.4.5 : apache load sometimes climbs to 100%" > > this is confirmed at the bottom of the ticket : > > "Time to display: 23.227586" : a bit long isnt'it ? > > Is there anybody who have clues ? > > Regards > > --- > Robert GRASSO > System Engineer > > CEDRAT > 15, Chemin de Malacher - Inovall?e - 38246 MEYLAN Cedex - FRANCE > Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09 > mailto:Robert.Grasso at cedrat.com > --- > Support service : mailto:support at cedrat.com > Commercial service : mailto:cedrat at cedrat.com > Web site : http://www.cedrat.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 From jesse at bestpractical.com Thu Dec 7 07:56:14 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 7 Dec 2006 07:56:14 -0500 Subject: [rt-users] rt 3.6.1 : apache load sometimes climbs to 100% : it's RT fault ? In-Reply-To: References: Message-ID: <20061207125613.GA29914@bestpractical.com> On Thu, Dec 07, 2006 at 01:17:16PM +0100, Robert Grasso wrote: > I just discovered > > http://rt3.fsck.com/?user=guest&pass=guest > > and well : it's just as slow as mine, exactly in the SAME way. When you open the first ticket after > having performed a search, it takes 20 seconds to display the page - further pages take nearly 1 > second to open. I really should get around to updating that RT to something released within the past year. (Also, for better or for worse, the box running rt3.fsck.com is also running our Kwiki and our spam filtering. Both of which are...heavy users of CPU and disk: 07:54:41 up 101 days, 15:00, 16 users, load average: 12.28, 9.07, 6.91 Also, please don't cross-post to both mailing lists. generally, topics really belong on one or the other. Best, Jesse From jkikpole at cairodurham.org Thu Dec 7 07:34:11 2006 From: jkikpole at cairodurham.org (Jaime Kikpole) Date: Thu, 7 Dec 2006 07:34:11 -0500 Subject: [rt-users] Old user getting Watcher messages Message-ID: <5D975C52-4E1C-4A44-A922-BD9640CAD4DC@cairodurham.org> I have an old user, who was a Watcher on my "general" queue since version 2.0.x (we're now running 3.4.x), who should not be receiving messages any more. She still is receiving messages. I've looked at the queue's Watcher list and the global Watcher list and she isn't listed on either. Any suggestions? Jaime -- Network Administrator Cairo-Durham Central School District http://cns.cairodurham.org From Jacob at buschs.com Thu Dec 7 08:15:37 2006 From: Jacob at buschs.com (Jacob Helwig) Date: Thu, 7 Dec 2006 08:15:37 -0500 Subject: [rt-users] Pulling CustomFieldValues In-Reply-To: <4577C896.1080508@yahoo.com> References: <00f401c713c0$b3bcec60$76059812@bjh> <4577C896.1080508@yahoo.com> Message-ID: Try using $cfval->Content instead of $cfval->Name, this seems to work for me. > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Mathew Snyder > Sent: Thursday, December 07, 2006 02:54 > To: sturner at MIT.EDU > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Pulling CustomFieldValues > > Stephen Turner wrote: > > > > > >> -----Original Message----- > >> From: Mathew Snyder [mailto:theillien at yahoo.com] > >> Sent: Wednesday, November 29, 2006 4:29 AM > >> To: sturner at MIT.EDU > >> Cc: rt-users at lists.bestpractical.com > >> Subject: Re: [rt-users] Pulling CustomFieldValues > >> > >> Steve, > >> > >> This is the code I now have: > >> > >> my $cf = RT::CustomField->new(RT::SystemUser); > >> $cf->Values($cf_name); > >> foreach my $cf_key (${cf}){ > >> print $$cf_key{"KEY"} . "\n"; > >> }; > >> > >> Values() appears to return a reference to a hash. If I run > >> this code I get one > >> blank line back. I guess I don't know how to iterate through > >> the hash to print > >> out each item. How would I go about that? > >> > >> Mathew > >> > > > > Hi Mathew, > > > > You're getting close! The Values method actually returns a > CustomFieldValues > > object, even though a print will show a hash. This object represents > a > > collection of CustomFieldValue objects and you can iterate through > the value > > objects using the RT collections API (see RTx::SearchBuilder): > > > > My $cfvalues = $cf->Values($cf_name); > > while (my $cfval = $cfvalues->Next() ){ > > print $cfval->Name . "\n"; > > }; > > > > You can see this in action on the custom field 'modify' screen - ( > > /Admin/CustomFields/Modify.html ). This calls > > /Admin/Elements/EditCustomFieldValues which displays a list of the > existing > > values for the CF. > > > > Steve > > > > > > I guess it's time to revisit this after taking a break for a bit. > > The code I now have, based on the above is thus: > !/usr/bin/perl > use warnings; > use strict; > use lib "/usr/local/rt-3.6.1/lib"; > use RT; > use RT::CustomField; > use RT::Interface::CLI qw(CleanEnv); > > CleanEnv(); > RT::LoadConfig(); > RT::Init(); > my $cf_name = "Profiles"; > > my $cf = RT::CustomField->new(RT::SystemUser); > my $cfvalues = $cf->Values($cf_name); > while (my $cfval = $cfvalues->Next() ){ > print $cfval->Name . "\n"; > }; > > exit; > > This will run and place me right back at the prompt without any output. > I guess > I just don't understand how to get the values of the custom field. > > 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 From theillien at yahoo.com Thu Dec 7 10:06:56 2006 From: theillien at yahoo.com (Mathew) Date: Thu, 07 Dec 2006 10:06:56 -0500 Subject: [rt-users] Pulling CustomFieldValues In-Reply-To: References: <00f401c713c0$b3bcec60$76059812@bjh> <4577C896.1080508@yahoo.com> Message-ID: <45782E10.3030301@yahoo.com> I'll have to try that when I get to work again tonight. Thanks Mathew Jacob Helwig wrote: > Try using $cfval->Content instead of $cfval->Name, this seems to work > for me. > >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- >> bounces at lists.bestpractical.com] On Behalf Of Mathew Snyder >> Sent: Thursday, December 07, 2006 02:54 >> To: sturner at MIT.EDU >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Pulling CustomFieldValues >> >> Stephen Turner wrote: >>> >>>> -----Original Message----- >>>> From: Mathew Snyder [mailto:theillien at yahoo.com] >>>> Sent: Wednesday, November 29, 2006 4:29 AM >>>> To: sturner at MIT.EDU >>>> Cc: rt-users at lists.bestpractical.com >>>> Subject: Re: [rt-users] Pulling CustomFieldValues >>>> >>>> Steve, >>>> >>>> This is the code I now have: >>>> >>>> my $cf = RT::CustomField->new(RT::SystemUser); >>>> $cf->Values($cf_name); >>>> foreach my $cf_key (${cf}){ >>>> print $$cf_key{"KEY"} . "\n"; >>>> }; >>>> >>>> Values() appears to return a reference to a hash. If I run >>>> this code I get one >>>> blank line back. I guess I don't know how to iterate through >>>> the hash to print >>>> out each item. How would I go about that? >>>> >>>> Mathew >>>> >>> Hi Mathew, >>> >>> You're getting close! The Values method actually returns a >> CustomFieldValues >>> object, even though a print will show a hash. This object represents >> a >>> collection of CustomFieldValue objects and you can iterate through >> the value >>> objects using the RT collections API (see RTx::SearchBuilder): >>> >>> My $cfvalues = $cf->Values($cf_name); >>> while (my $cfval = $cfvalues->Next() ){ >>> print $cfval->Name . "\n"; >>> }; >>> >>> You can see this in action on the custom field 'modify' screen - ( >>> /Admin/CustomFields/Modify.html ). This calls >>> /Admin/Elements/EditCustomFieldValues which displays a list of the >> existing >>> values for the CF. >>> >>> Steve >>> >>> >> I guess it's time to revisit this after taking a break for a bit. >> >> The code I now have, based on the above is thus: >> !/usr/bin/perl >> use warnings; >> use strict; >> use lib "/usr/local/rt-3.6.1/lib"; >> use RT; >> use RT::CustomField; >> use RT::Interface::CLI qw(CleanEnv); >> >> CleanEnv(); >> RT::LoadConfig(); >> RT::Init(); >> my $cf_name = "Profiles"; >> >> my $cf = RT::CustomField->new(RT::SystemUser); >> my $cfvalues = $cf->Values($cf_name); >> while (my $cfval = $cfvalues->Next() ){ >> print $cfval->Name . "\n"; >> }; >> >> exit; >> >> This will run and place me right back at the prompt without any > output. >> I guess >> I just don't understand how to get the values of the custom field. >> >> 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 > > _______________________________________________ > 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 > > From tomas.olaj at usit.uio.no Thu Dec 7 10:16:24 2006 From: tomas.olaj at usit.uio.no (Tomas Olaj) Date: Thu, 7 Dec 2006 16:16:24 +0100 (CET) Subject: [rt-users] RT 3.6 error and IE6 In-Reply-To: <20061206154619.GS29914@bestpractical.com> References: <20061206154619.GS29914@bestpractical.com> Message-ID: On the marvelous Wed, 6 Dec 2006, Jesse Vincent wrote kindly to me ... >> We are entering production phase next week on 3.6.1, but we noticed a >> problem among Internet Explorer version 6 users (yes, there are some of >> these at our university), ;), where they are getting an "Error on page" >> error-message in browser trying to _open_ a ticket in RT 3.6.1. > > Do you have any more details of the error message? I don't, I've asked Sverre to give an answer on this, since I actually can't find anything on the terminal server I've tested it on. I am not a IE 6 user. ;) Cheers, Tomas >> This error message is not reproducable in other browsers (even IE version >> 7). >> >> The typical error message is described on: >> http://support.microsoft.com/kb/306831 >> >> but it doesn't solve the problem, since it's only a work-a-round. >> >> Is it something incompatible in the HTML-code? >> >> Best regars, >> 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 caralomi at hotmail.com Thu Dec 7 10:35:54 2006 From: caralomi at hotmail.com (Carlos Ramon Lopez Midence) Date: Thu, 07 Dec 2006 10:35:54 -0500 Subject: [rt-users] Are comments only recorded from a Superuser? Message-ID: I am using RT-3.6.1 on Debian 3.1, thanks to great instructions from the RT_Wiki site. I have this situation where I have some custom fields that are used on comment or reply only (Ticket Transaction)... and comments are added by the supervisors group. The only thing is that after a supervisor writes his comments he gets a message saying "Message Recorded", but if he checks the history link of the ticket it does not display any of the custom fields or comments that he just wrote. I have set up the Everyone and Supervisors group to the following permissions: Comment on Ticket Create Ticket Reply to ticket See custom field See Queue Show Ticket Show Ticket comments However when the comments are written by root or a superuser, they display as expected get the Message Recorded, and all works fine... Am I missing a set of permissions for the Supervisors group? or it is part of RT's funcionality to have comments displayed only by a superuser ( but that grants access to other parts that the supervisors should not see, only our managers should? I am terribly sorry, if this posting is extermely long and if it has been discussed earlier.... Any help will be appreciated... Carlos Lopez -- Glad to announce that Boyne.com is using RT as a Helpdesk System for our 3 resorts _________________________________________________________________ MSN Shopping has everything on your holiday list. Get expert picks by style, age, and price. Try it! http://shopping.msn.com/content/shp/?ctId=8000,ptnrid=176,ptnrdata=200601&tcode=wlmtagline From dtikhonov at vonage.com Thu Dec 7 08:54:29 2006 From: dtikhonov at vonage.com (Dmitri Tikhonov) Date: Thu, 07 Dec 2006 08:54:29 -0500 Subject: [rt-users] RT::Client::REST In-Reply-To: <45780379.9040308@pipex.net> References: <45780379.9040308@pipex.net> Message-ID: <1165499669.14583.5.camel@localhost.localdomain> On Thu, 2006-12-07 at 07:05 -0500, Roy El-Hames wrote: > I am looking for pointers to use RT::Client::REST in particular how to > populate/update custom fields,any one used this for 3.6.1 > (Dmitri ??); Gosh, it's been a while since I touched this :) RT::Client::REST::Object (and, therefore, RT::Client::REST::Object::Ticket) has method 'cf' which should work. If it does not, file a bug and I'll take care of it. - Dmitri. From Jacob at buschs.com Thu Dec 7 11:20:36 2006 From: Jacob at buschs.com (Jacob Helwig) Date: Thu, 7 Dec 2006 11:20:36 -0500 Subject: [rt-users] Adding custom field values from Perl script. Message-ID: I'm trying to add some values to a few tickets after I've gotten the ticket object for them, without much luck. I'm able to see any existing values, no problem, but running $ticket->AddCustomFieldValue({ Field => $field_id, Value => $field_value }) doesn't appear to be doing anything other than returning 1. Checking the custom field values before and after running AddCustomFieldValue shows no changes, as does showing the ticket through the web interface. I know I'm using the right field id, since it's the same one I'm using to check what the current values are, and field_value shouldn't be a problem, since it's just an int. Am I going about this entirely the wrong way? Something obvious that I'm just not seeing, after having stared at this for so long? Thanks, Jacob -- Jacob Helwig PC Technician Busch's Help Desk Desk: x35221 Direct: 734-214-8221 -------------- next part -------------- An HTML attachment was scrubbed... URL: From winn_johnston at yahoo.com Thu Dec 7 11:36:27 2006 From: winn_johnston at yahoo.com (Winn Johnston) Date: Thu, 7 Dec 2006 08:36:27 -0800 (PST) Subject: [rt-users] Can't view newly created ticket - Solved In-Reply-To: <20061206234655.53490.qmail@web52915.mail.yahoo.com> Message-ID: <842948.11362.qm@web52911.mail.yahoo.com> Problem Solved. It seemed that suse, likes to create sendmail cf files for your convenience. One of their cf files worked its way into the config and broke RT. Hmm should RT be giving strange errors when sendmail breaks? Guess so. -winn --- Winn Johnston wrote: > This just started happening, no changes were made to > the system. > > mysql v 4.01 > apache2 > > Is there something i can check in the ACL table? > > > Wed Dec 6 23:36:03 2006] [info]: > > #6421/28782 - Scrip 2 > (/opt/rt3/lib/RT/Action/SendEmail.pm:237) > [Wed Dec 6 23:36:03 2006] [warning]: DBD::mysql::st > execute failed: MySQL server has gone away at > /usr/local/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm > li > ne 492. (/opt/rt3/lib/RT.pm:287) > [Wed Dec 6 23:36:03 2006] [warning]: > RT::Handle=HASH(0x96f8200) couldn't execute the > query > 'INSERT INTO Transactions (OldReference, Type, > Field, > OldValue, NewReferenc > e, NewValue, Creator, ObjectId, ReferenceType, > Created, Data, ObjectType) VALUES (?, ?, ?, ?, ?, ?, > ?, ?, ?, ?, ?, ?)' at > /usr/local/lib/perl5/site_perl/5.8.3/DBIx/Sea > rchBuilder/Handle.pm line 505 > > DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x96f8200)','INSERT > INTO Transactions (OldReference, Type, Field, > OldValue...','undef','EmailRecord', > 'undef','undef','undef','undef',1,...) called at > /usr/local/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm > line 365 > > DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x96f8200)','Transactions','OldReference','undef','Type','EmailRecord','Field','undef','OldValue',...) > cal > led at > /usr/local/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle/mysql.pm > line 39 > > DBIx::SearchBuilder::Handle::mysql::Insert('RT::Handle=HASH(0x96f8200)','Transactions','OldReference','undef','Type','EmailRecord','Field','undef','OldValue',. > ..) called at > /usr/local/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm > line 1291 > > DBIx::SearchBuilder::Record::Create('RT::Transaction=HASH(0xa484984)','OldReference','undef','Field','undef','Type','EmailRecord','OldValue','undef',...) > calle > d at /opt/rt3/lib/RT/Record.pm line 300 > > > > Thanks > Winn Johnston > > > > ____________________________________________________________________________________ > Do you Yahoo!? > Everyone is raving about the all-new Yahoo! Mail > beta. > http://new.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 > ____________________________________________________________________________________ Do you Yahoo!? Everyone is raving about the all-new Yahoo! Mail beta. http://new.mail.yahoo.com From mhogan30 at gmail.com Thu Dec 7 15:48:26 2006 From: mhogan30 at gmail.com (Michael Hogan) Date: Thu, 7 Dec 2006 15:48:26 -0500 Subject: [rt-users] Approvals code Message-ID: Below is the code I have in a scrip for RT approvals when the approval is resolved by the approver. For some reason the reply appears 2 times though and I don't see how that can be in this code. So if I write a note saying that "this person is allowed..." It comes up as "this person is allowed" "this person is allowed" Any hints would be helpful. Thanks. # ------------------------------------------------------------------- # return(0) unless ($self->TicketObj->Type eq 'approval'); my $note; my $t = $self->TicketObj->Transactions; while (my $o = $t->Next) { $note .= $o->Content . "\n" if $o->ContentObj and $o->Content !~ /Default Approval/; } foreach my $obj ($self->TicketObj->AllDependedOnBy( Type => 'ticket' )) { $obj->Comment( Content => $self->loc( "Your request has been approved by [_1]. Other approvals may still be pending.", # loc $self->TransactionObj->CreatorObj->Name, ) . "\n" . $self->loc( "Approver's notes: [_1]", # loc $note ), ); $T::Approval = $self->TicketObj; # so we can access it inside templates $self->{TicketObj} = $obj; # we want the original id in the token line } # Now magically turn myself into a Requestor Notify object... require RT::Action::Notify; bless($self, 'RT::Action::Notify'); $self->{Argument} = 'Requestor'; $self->Prepare; return 1; # ------------------------------------------------------------------- # Thanks again. Mike -------------- next part -------------- An HTML attachment was scrubbed... URL: From mpressly at claborn.net Thu Dec 7 17:39:47 2006 From: mpressly at claborn.net (Matthew Pressly) Date: Thu, 7 Dec 2006 16:39:47 -0600 Subject: [rt-users] Trigger email from complex custom scrip action Message-ID: <20061207223947.GT19437@pyrite.graphics> I am having trouble figuring out how to trigger email sending from with a custom scrip action. I've searched the wiki and list archives but haven't found enough information to figure out how to do this. I have custom scrip action that runs in "Queue A" on an OnResolve Condition. The scrip makes these changes to the ticket: 1. Changes the queue to "Queue B" or "Queue C". 2. Changes the owner. 3. Changes status from "resolved" to "new" 4. Sets a custom field values 5. Adds AdminCc and Cc watchers 6. Adds links I need to somehow configure RT to send email to the AdminCc and Cc users after these are set in step 5. This email should only be sent when this scrip runs -- basically, it should be sent on this ticket becoming a new ticket to "Queue B/C". I've thought of a number of approaches that won't work: * Send email on Queue change -- won't work because Queue change has to happen before AdminCc change due to queue/group permissions. * Send email on AdminCc change won't work because other (manual) AdminCc changes later would also trigger the email. Is there some way to trigger an event or transaction during the scrip whose sole purpose would be to trigger a separate scrip to run from "Queue B/C" to send the email? How would I go about doing this? I'm using RT 3.6.1 on debian with Apache 1.3 + mod_perl. -- Matthew From theillien at yahoo.com Fri Dec 8 03:06:39 2006 From: theillien at yahoo.com (Mathew Snyder) Date: Fri, 08 Dec 2006 03:06:39 -0500 Subject: [rt-users] Pulling CustomFieldValues In-Reply-To: References: <00f401c713c0$b3bcec60$76059812@bjh> <4577C896.1080508@yahoo.com> Message-ID: <45791D0F.8050205@yahoo.com> Jacob Helwig wrote: > Try using $cfval->Content instead of $cfval->Name, this seems to work > for me. > >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- >> bounces at lists.bestpractical.com] On Behalf Of Mathew Snyder >> Sent: Thursday, December 07, 2006 02:54 >> To: sturner at MIT.EDU >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Pulling CustomFieldValues >> >> Stephen Turner wrote: >>> >>>> -----Original Message----- >>>> From: Mathew Snyder [mailto:theillien at yahoo.com] >>>> Sent: Wednesday, November 29, 2006 4:29 AM >>>> To: sturner at MIT.EDU >>>> Cc: rt-users at lists.bestpractical.com >>>> Subject: Re: [rt-users] Pulling CustomFieldValues >>>> >>>> Steve, >>>> >>>> This is the code I now have: >>>> >>>> my $cf = RT::CustomField->new(RT::SystemUser); >>>> $cf->Values($cf_name); >>>> foreach my $cf_key (${cf}){ >>>> print $$cf_key{"KEY"} . "\n"; >>>> }; >>>> >>>> Values() appears to return a reference to a hash. If I run >>>> this code I get one >>>> blank line back. I guess I don't know how to iterate through >>>> the hash to print >>>> out each item. How would I go about that? >>>> >>>> Mathew >>>> >>> Hi Mathew, >>> >>> You're getting close! The Values method actually returns a >> CustomFieldValues >>> object, even though a print will show a hash. This object represents >> a >>> collection of CustomFieldValue objects and you can iterate through >> the value >>> objects using the RT collections API (see RTx::SearchBuilder): >>> >>> My $cfvalues = $cf->Values($cf_name); >>> while (my $cfval = $cfvalues->Next() ){ >>> print $cfval->Name . "\n"; >>> }; >>> >>> You can see this in action on the custom field 'modify' screen - ( >>> /Admin/CustomFields/Modify.html ). This calls >>> /Admin/Elements/EditCustomFieldValues which displays a list of the >> existing >>> values for the CF. >>> >>> Steve >>> >>> >> I guess it's time to revisit this after taking a break for a bit. >> >> The code I now have, based on the above is thus: >> !/usr/bin/perl >> use warnings; >> use strict; >> use lib "/usr/local/rt-3.6.1/lib"; >> use RT; >> use RT::CustomField; >> use RT::Interface::CLI qw(CleanEnv); >> >> CleanEnv(); >> RT::LoadConfig(); >> RT::Init(); >> my $cf_name = "Profiles"; >> >> my $cf = RT::CustomField->new(RT::SystemUser); >> my $cfvalues = $cf->Values($cf_name); >> while (my $cfval = $cfvalues->Next() ){ >> print $cfval->Name . "\n"; >> }; >> >> exit; >> >> This will run and place me right back at the prompt without any > output. >> I guess >> I just don't understand how to get the values of the custom field. >> >> 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 > > _______________________________________________ > 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 > Nope, that still just returns me to the prompt with no output. Mathew From sturner at MIT.EDU Fri Dec 8 10:21:10 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 8 Dec 2006 10:21:10 -0500 Subject: [rt-users] Pulling CustomFieldValues In-Reply-To: <45791D0F.8050205@yahoo.com> Message-ID: <030601c71adc$7e01c140$8501e412@bjh> > > Nope, that still just returns me to the prompt with no output. > > Mathew > Mathew, I'd suggest using the perl debugger to step through and examine the variables. The result you describe (no output, no error message) suggests that there are no values attached to the CF. Is this a 'select' type CF? Steve ---------------------------------------- Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From theillien at yahoo.com Fri Dec 8 10:25:41 2006 From: theillien at yahoo.com (Mathew) Date: Fri, 08 Dec 2006 10:25:41 -0500 Subject: [rt-users] Pulling CustomFieldValues In-Reply-To: <030601c71adc$7e01c140$8501e412@bjh> References: <030601c71adc$7e01c140$8501e412@bjh> Message-ID: <457983F5.9040107@yahoo.com> Stephen Turner wrote: >> Nope, that still just returns me to the prompt with no output. >> >> Mathew >> > Mathew, > > I'd suggest using the perl debugger to step through and examine the > variables. The result you describe (no output, no error message) suggests > that there are no values attached to the CF. Is this a 'select' type CF? > > Steve > > ---------------------------------------- > Stephen Turner > Senior Programmer/Analyst - Client Support Services > MIT Information Services and Technology (IS&T) > > > > Yes, it is a select type. Mathew From sturner at MIT.EDU Fri Dec 8 10:25:32 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 8 Dec 2006 10:25:32 -0500 Subject: [rt-users] Adding custom field values from Perl script. In-Reply-To: Message-ID: <030701c71add$1a0ca780$8501e412@bjh> I'm trying to add some values to a few tickets after I've gotten the ticket object for them, without much luck. I'm able to see any existing values, no problem, but running $ticket->AddCustomFieldValue({ Field => $field_id, Value => $field_value }) doesn't appear to be doing anything other than returning 1. Checking the custom field values before and after running AddCustomFieldValue shows no changes, as does showing the ticket through the web interface. I know I'm using the right field id, since it's the same one I'm using to check what the current values are, and field_value shouldn't be a problem, since it's just an int. Am I going about this entirely the wrong way? Something obvious that I'm just not seeing, after having stared at this for so long? --------------------------------------------- Jacob, could you post the relevant section of your script? Steve ---------------------------------------- Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From ntyni+rt-users at mappi.helsinki.fi Fri Dec 8 12:27:51 2006 From: ntyni+rt-users at mappi.helsinki.fi (Niko Tyni) Date: Fri, 8 Dec 2006 19:27:51 +0200 Subject: [rt-users] RT 3.6.1 stops sending out emails In-Reply-To: References: <31B2D1EC-4033-4946-B7C0-29EB7A22AFF3@bestpractical.com> Message-ID: <20061208172751.GA12831@punk.it.helsinki.fi> On Wed, Dec 06, 2006 at 03:57:45PM +0100, Harald Kapper wrote: > he've a perfectly working RT 3.6.1 (on debian etch). > > Only problem is that sometimes RT simply stops to send out emails (comments, > replys) to just anyone - as if it lost it's email-interface somehow, also no > correspondences are then tracked in the ticket (which is quite right, but > basically not the wanted functionality). > > Restarting the apache2 it's running in helps. Hi, are you using mod_perl2? Is there anything in the error log? What's in $RT::MailCommand, ie. have you set it to something else than the default 'sendmailpipe'? I think you might be hitting a Debian bug #384622 [1] in mod_perl2: "localizing %ENV causes a segmentation fault". The code in 3.6.1 lib/RT/Action/SendEmail.pm uses 'local $ENV{MAILADDRESS}'. [1] http://bugs.debian.org/384622 Cheers, -- Niko Tyni ntyni at iki.fi From ges at wingfoot.org Fri Dec 8 15:00:30 2006 From: ges at wingfoot.org (Glenn E. Sieb) Date: Fri, 08 Dec 2006 15:00:30 -0500 Subject: [rt-users] NIS/automatic user creation question... Message-ID: <4579C45E.70901@wingfoot.org> So we use NIS here for our cluster of boxes, and I'm setting up RT for our use for my help queues. So, I tied RT into NIS. (We're using 3.4.5 here for now.) Is there a way to have a scrip run that would go "Hey, you don't have an email address set!" and would bring you to the screen so you could edit your own account info? Since NIS doesn't have all the nifty LDAP stuff like email address(es) and such, I can't just populate people's email automatically. (Or does a later version of RT handle this already?) Thanks in advance! Best, --Glenn From Jacob at buschs.com Sat Dec 9 09:37:42 2006 From: Jacob at buschs.com (Jacob Helwig) Date: Sat, 9 Dec 2006 09:37:42 -0500 Subject: [rt-users] Adding custom field values from Perl script. In-Reply-To: <030701c71add$1a0ca780$8501e412@bjh> References: <030701c71add$1a0ca780$8501e412@bjh> Message-ID: Certainly: #! /usr/bin/perl use strict; use DBI; use DBD::Pg qw(:pg_types); my $dbname = "feedback"; my $dbuser = "rt-feedback"; my $dbpass = "********************"; # Location of RT3's libs use lib ("/usr/share/request-tracker3.6/lib/", "/usr/local/share/request-tracker3.6/lib/"); # Pull in the RT stuff package RT; use RT::Interface::CLI qw(CleanEnv GetCurrentUser GetMessageContent loc); # Clean out the environment CleanEnv(); # Load the RT configuration RT::LoadConfig(); # Initialise RT RT::Init(); use RT::Queue; use RT::Tickets; use RT::Group; use RT::Record; use Data::Dumper; my $queue = new RT::Queue($RT::SystemUser); $queue->Load("Help Desk"); my $tickets = new RT::Tickets($RT::SystemUser); $tickets->FromSQL("id = 1"); my $user = RT::User->new($RT::SystemUser); my $dbh = DBI->connect("dbi:Pg:dbname=$dbname", $dbuser, $dbpass, {AutoCommit => 0, Username => $dbuser, pg_server_prepare => 1}); my $sth = $dbh->prepare("SELECT new_survey(?,?,?) AS survey_id"); my $sth_auth = $dbh->prepare("SELECT authcode FROM survey WHERE id = ?"); while (my $ticket = $tickets->Next) { my $creator = RT::User->new($RT::SystemUser); my $owner = RT::User->new($RT::SystemUser); $creator->Load($ticket->Creator()); $owner->Load($ticket->Owner()); print "Ticket #" . $ticket->id() . ": " . $ticket->Subject() . "\n"; print "\tCreated by " . $creator->RealName() . " on " . $ticket->Created() . " owner " . $owner->RealName() . "\n"; print "\tCustom field \"Store Number\" value: "; my $values = $ticket->CustomFieldValues("Store Number"); while (my $value = $values->Next) { print $value->Content . "\n"; } print "\tCustom field \"Feedback\" values:"; my $values = $ticket->CustomFieldValues("Feedback"); my $values = $ticket->CustomFieldValues(7); while (my $value = $values->Next) { print " " . $value->Content; } print "\n"; my ($requestors) = $ticket->Requestors; ($requestors) = $requestors->MembersObj; print "\tFound " . $requestors->Count . " requestors:\n"; while (my $requestor = $requestors->Next()) { $dbh->pg_savepoint("requestor_entry"); my $realname; my ($address) = $requestor->MemberObj->Object->EmailAddress; if ($address) { ($realname) = $requestor->MemberObj->Object->RealName; my ($a) = "\"$realname\" <$address>"; print "\t\t" . $a . "\n"; } $sth->execute($realname, $address, $ticket->id()) or print "Error executing SQL: " . $sth->errstr . "\n"; my @surveyid = $sth->fetchrow_array(); print "\tAdding feedback form #" . $surveyid[0] . " for requestor: " . $realname . "\n"; $sth_auth->execute($surveyid[0]) or print "Error executing SQL: " . $sth_auth->errstr . "\n"; my @authcode = $sth_auth->fetchrow_array(); print "\t\tAuth code: " . $authcode[0] . "\n"; if ($ticket->AddCustomFieldValue({ Field => 7, Value => "" . $surveyid[0] . "" })) { print "\tOK!\n"; } else { print "\tFAILED!\n"; $dbh->pg_rollback_to("requestor_entry"); } $dbh->commit; $dbh->pg_release("requestor_entry"); } print "\tCustom field \"Feedback\" values:"; my $values = $ticket->CustomFieldValues("Feedback"); my $values = $ticket->CustomFieldValues(7); while (my $value = $values->Next) { print " " . $value->Content; } print "\n"; } $dbh->commit; #$dbh->rollback; $dbh->disconnect; # Disconnect before we finish off $RT::Handle->Disconnect(); exit 0; > -----Original Message----- > From: Stephen Turner [mailto:sturner at MIT.EDU] > Sent: Friday, December 08, 2006 10:26 > To: Jacob Helwig; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] Adding custom field values from Perl script. > > > I'm trying to add some values to a few tickets after I've gotten > the > ticket object for them, without much luck. I'm able to see any > existing > values, no problem, but running $ticket->AddCustomFieldValue({ Field => > $field_id, Value => $field_value }) doesn't appear to be doing anything > other than returning 1. Checking the custom field values before and > after > running AddCustomFieldValue shows no changes, as does showing the > ticket > through the web interface. I know I'm using the right field id, since > it's > the same one I'm using to check what the current values are, and > field_value > shouldn't be a problem, since it's just an int. Am I going about this > entirely the wrong way? Something obvious that I'm just not seeing, > after > having stared at this for so long? > > --------------------------------------------- > > Jacob, could you post the relevant section of your script? > > Steve > > ---------------------------------------- > Stephen Turner > Senior Programmer/Analyst - Client Support Services > MIT Information Services and Technology (IS&T) > > From keith at midnighthax.com Sun Dec 10 13:26:59 2006 From: keith at midnighthax.com (Keith Edmunds) Date: Sun, 10 Dec 2006 18:26:59 +0000 Subject: [rt-users] CommandByMail and Custom Fields In-Reply-To: <20061202181346.3432a22a@ws.rg2.tiger-computing.com> References: <456F0F72.5000900@clanhobbs.org> <20061202181346.3432a22a@ws.rg2.tiger-computing.com> Message-ID: <20061210182659.3264f946@taplock.rg2.tiger-computing.com> I've done a bit more research on this, and to keep it simple I created an "Enter one value" custom field called 'Textline'. I added some debug lines to TakeAction.pm as follows (my lines marked ">>>"): # Canonicalize custom fields >>> $RT::Logger->warning("X1"); my $custom_fields = $queue->TicketCustomFields; while ( my $cf = $custom_fields->Next ) { >>> $RT::Logger->warning("X2: cf=$cf"); my %tmp = _ParseAdditiveCommand( \%cmds, 0, "CustomField{". $cf->Name ."}" ); next unless keys %tmp; $create_args{ 'CustomField-' . $cf->id } = [ _CompileAdditiveForCreate(%tmp) ]; } When I create a new ticket with the mail below, the status is set to 'stalled' (so it looks as if the mail is being parsed), the 'X1' line above is logged, but there is no 'X2' line logged. It looks to me as if $queue->TicketCustomFields is not returning the custom fields for this queue. I don't know Perl very well so I'm not sure how to examine what "custom_fields" is sent to - a simple output of that variable to the log shows it is "RT::CustomFields=HASH(0x9bf5044)" The mail used to test: ------------------------------------------------------- Subject: test Status: stalled CustomField.{Textline}: ABC blah blah blah ------------------------------------------------------- RT version 3.4.5, CommandByMail version 0.5. What more information can I give to help resolve this problem? Thanks, Keith From sturner at MIT.EDU Mon Dec 11 10:03:40 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 11 Dec 2006 10:03:40 -0500 Subject: [rt-users] Adding custom field values from Perl script. In-Reply-To: Message-ID: <037d01c71d35$8dd88d00$1e01e412@bjh> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Jacob Helwig > Sent: Saturday, December 09, 2006 9:38 AM > To: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] Adding custom field values from Perl script. > > Certainly: > > if ($ticket->AddCustomFieldValue({ Field => 7, Value => >"" . $surveyid[0] . "" })) { > print "\tOK!\n"; > } else { > print "\tFAILED!\n"; > $dbh->pg_rollback_to("requestor_entry"); > } > Jacob, I can't see anything obviously wrong with the AddCustomFieldValue statement - I'd recommend using the Perl debugger to step into the AddCustomFieldValue method (in Record.pm) and see what it does. I'm wondering about the use of the transaction control on the $dbh handle though. The only database updates in the script are done through the RT API using a separate database handle ($RT::Handle) - so the rollbacks, commits, etc that you do on $dbh have no effect on these updates. The RT API has methods to control transactions, so it might be better to use those. Steve From sturner at MIT.EDU Mon Dec 11 10:15:28 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 11 Dec 2006 10:15:28 -0500 Subject: [rt-users] CommandByMail and Custom Fields In-Reply-To: <20061210182659.3264f946@taplock.rg2.tiger-computing.com> Message-ID: <038801c71d37$353c75b0$1e01e412@bjh> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Keith Edmunds > Sent: Sunday, December 10, 2006 1:27 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] CommandByMail and Custom Fields > > I've done a bit more research on this, and to keep it simple I created > an "Enter one value" custom field called 'Textline'. > > I added some debug lines to TakeAction.pm as follows (my lines marked > ">>>"): > > # Canonicalize custom fields > >>> $RT::Logger->warning("X1"); > my $custom_fields = $queue->TicketCustomFields; > while ( my $cf = $custom_fields->Next ) { > >>> $RT::Logger->warning("X2: cf=$cf"); > my %tmp = _ParseAdditiveCommand( \%cmds, 0, > "CustomField{". > $cf->Name ."}" ); next unless keys %tmp; > $create_args{ 'CustomField-' . $cf->id } = > [ _CompileAdditiveForCreate(%tmp) ]; } > > When I create a new ticket with the mail below, the status is set to > 'stalled' (so it looks as if the mail is being parsed), the 'X1' line > above is logged, but there is no 'X2' line logged. It looks to me as > if $queue->TicketCustomFields is not returning the custom fields for > this queue. > > I don't know Perl very well so I'm not sure how to examine what > "custom_fields" is sent to - a simple output of that variable to the > log shows it is "RT::CustomFields=HASH(0x9bf5044)" Keith, The value "RT::CustomFields=HASH(0x9bf5044)" just shows you that the variable is an object of type RT::CustomFields. You can get more info about the object by using the appropriate methods & attributes for that object. These are in CustomFields_Overlay.pm, CustomFields.pm, RT::SearchBuilder, and DBIx::SearchBuilder. For example you can see how many custom fields are represented by this object by logging $custom_fields->Count just before the loop. The fact that the X2 line doesn't get logged indicates that there are no CF objects in $custom_fields. A couple of reasons why this might be true: the queue has no ticket custom fields defined or it could be a permissions issue. Steve ---------------------------------------- Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From Jacob at buschs.com Mon Dec 11 10:17:17 2006 From: Jacob at buschs.com (Jacob Helwig) Date: Mon, 11 Dec 2006 10:17:17 -0500 Subject: [rt-users] Adding custom field values from Perl script. In-Reply-To: <037d01c71d35$8dd88d00$1e01e412@bjh> References: <037d01c71d35$8dd88d00$1e01e412@bjh> Message-ID: That $dbh is for a separate database for storing feedback "forms" sent out to people that have used our help desk. Any changes to the RT database, I am doing through the RT interface. my $sth = $dbh->prepare("SELECT * FROM new_survey(?,?,?)"); actually inserts into the feedback database, and returns the id of the inserted row, updating a few other tables in that database, as necessary. I will take a closer look at AddCustomFieldValue, though. > -----Original Message----- > From: Stephen Turner [mailto:sturner at MIT.EDU] > Sent: Monday, December 11, 2006 10:04 > To: Jacob Helwig; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] Adding custom field values from Perl script. > > Jacob, > > I can't see anything obviously wrong with the AddCustomFieldValue > statement > - I'd recommend using the Perl debugger to step into the > AddCustomFieldValue > method (in Record.pm) and see what it does. > > I'm wondering about the use of the transaction control on the $dbh > handle > though. The only database updates in the script are done through the RT > API > using a separate database handle ($RT::Handle) - so the rollbacks, > commits, > etc that you do on $dbh have no effect on these updates. The RT API has > methods to control transactions, so it might be better to use those. > > Steve > From diablo at iasi.roedu.net Mon Dec 11 10:22:52 2006 From: diablo at iasi.roedu.net (Subredu Manuel) Date: Mon, 11 Dec 2006 17:22:52 +0200 Subject: [rt-users] migrating a part of rt database Message-ID: <457D77CC.30005@iasi.roedu.net> Hi, we have a RT 3.6 installed on our server and 8 queues. Each queue is project specific. Now, I have to install another RT instance and move all the tickets from one of the queues, into the other RT instance. Is there any way to do this using the RT command line tools ? From sturner at MIT.EDU Mon Dec 11 10:29:39 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 11 Dec 2006 10:29:39 -0500 Subject: [rt-users] Adding custom field values from Perl script. In-Reply-To: Message-ID: <03a101c71d39$2c998b30$1e01e412@bjh> > > That $dbh is for a separate database for storing feedback "forms" sent > out to people that have used our help desk. Any changes to the RT > database, I am doing through the RT interface. my $sth = > $dbh->prepare("SELECT * FROM new_survey(?,?,?)"); actually > inserts into > the feedback database, and returns the id of the inserted > row, updating > a few other tables in that database, as necessary. Ah, got it - I just saw the SELECT and just assumed no updates. Steve From jodok.o.mullers at deu.mci.com Mon Dec 11 10:37:30 2006 From: jodok.o.mullers at deu.mci.com (Jodok Ole Muellers) Date: Mon, 11 Dec 2006 16:37:30 +0100 Subject: [rt-users] RTFM howto modify the way how articles are inserted ? Message-ID: <20061211163730.355be9b5@localhost.localdomain> Hello, We created a custom field for RTFM Articles called "Description" which is an textarea that usually contains an HOWTO that gets replied from our helpdesk to the requestors. It will be inserted like this in the ticket: 1 #9: HOWTO request a password reset. 2 ----------------------------------- 3 4 Description: 5 ----------- 6 To request a password reset please submit the web form at: 7 http://somewhere.nowhere.tld/passwords/reset/ We would like to get rid of line 1-5 and only get the content of the custom field inserted but not the name "Description" nor the Titel of the RTFM article. We do not want that text as displayed in line 1-5 in the ticket and the reply. How could we achieve this ? I think it could be related to this file ./share/html/Callbacks/RTFM/Ticket/Update.html/BeforeMessageBox But I have no clue how to modify it. Hints are much appreciated! cheers, jodok From keith at midnighthax.com Mon Dec 11 11:19:08 2006 From: keith at midnighthax.com (Keith Edmunds) Date: Mon, 11 Dec 2006 16:19:08 +0000 Subject: [rt-users] CommandByMail and Custom Fields In-Reply-To: <038801c71d37$353c75b0$1e01e412@bjh> References: <20061210182659.3264f946@taplock.rg2.tiger-computing.com> <038801c71d37$353c75b0$1e01e412@bjh> Message-ID: <20061211161908.38123de6@ws.rg2.tiger-computing.com> On Mon, 11 Dec 2006 10:15:28 -0500 "Stephen Turner" wrote: > The fact that the X2 line doesn't get logged indicates that there are > no CF objects in $custom_fields. A couple of reasons why this might > be true: the queue has no ticket custom fields defined or it could be > a permissions issue. Thank you, Steve - it was a permissions problem. Rhetorical question: why doesn't RT log anything when a CommandByEmail command fails due to insufficient permissions? Keith From Jacob at buschs.com Mon Dec 11 11:32:24 2006 From: Jacob at buschs.com (Jacob Helwig) Date: Mon, 11 Dec 2006 11:32:24 -0500 Subject: [rt-users] Adding custom field values from Perl script. In-Reply-To: References: <030701c71add$1a0ca780$8501e412@bjh> Message-ID: Found the error. I had an unnessicary set of curly braces around the params for AddCustomFieldValue. Changed: $ticket->AddCustomFieldValue({ Field => 7, Value => $surveyid[0] }) To: $ticket->AddCustomFieldValue( Field => 7, Value => $surveyid[0] ) Now it's all working. > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Jacob Helwig > Sent: Saturday, December 09, 2006 09:38 > To: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] Adding custom field values from Perl script. > > Certainly: > > #! /usr/bin/perl > > use strict; > use DBI; > use DBD::Pg qw(:pg_types); > > my $dbname = "feedback"; > my $dbuser = "rt-feedback"; > my $dbpass = "********************"; > > # Location of RT3's libs > use lib ("/usr/share/request-tracker3.6/lib/", > "/usr/local/share/request-tracker3.6/lib/"); > # Pull in the RT stuff > package RT; > use RT::Interface::CLI qw(CleanEnv GetCurrentUser GetMessageContent > loc); > > # Clean out the environment > CleanEnv(); > > # Load the RT configuration > RT::LoadConfig(); > > # Initialise RT > RT::Init(); > > use RT::Queue; > use RT::Tickets; > use RT::Group; > use RT::Record; > > use Data::Dumper; > > my $queue = new RT::Queue($RT::SystemUser); > $queue->Load("Help Desk"); > > my $tickets = new RT::Tickets($RT::SystemUser); > > $tickets->FromSQL("id = 1"); > > my $user = RT::User->new($RT::SystemUser); > > my $dbh = DBI->connect("dbi:Pg:dbname=$dbname", $dbuser, $dbpass, > {AutoCommit => 0, Username => $dbuser, pg_server_prepare => 1}); > my $sth = $dbh->prepare("SELECT new_survey(?,?,?) AS survey_id"); > my $sth_auth = $dbh->prepare("SELECT authcode FROM survey WHERE id = > ?"); > > while (my $ticket = $tickets->Next) { > my $creator = RT::User->new($RT::SystemUser); > my $owner = RT::User->new($RT::SystemUser); > $creator->Load($ticket->Creator()); > $owner->Load($ticket->Owner()); > > print "Ticket #" . $ticket->id() . ": " . $ticket->Subject() . > "\n"; > print "\tCreated by " . $creator->RealName() . " on " . > $ticket->Created() . " owner " . $owner->RealName() . "\n"; > > print "\tCustom field \"Store Number\" value: "; > my $values = $ticket->CustomFieldValues("Store Number"); > while (my $value = $values->Next) { > print $value->Content . "\n"; > } > > print "\tCustom field \"Feedback\" values:"; > my $values = $ticket->CustomFieldValues("Feedback"); > my $values = $ticket->CustomFieldValues(7); > while (my $value = $values->Next) { > print " " . $value->Content; > } > print "\n"; > > my ($requestors) = $ticket->Requestors; > ($requestors) = $requestors->MembersObj; > print "\tFound " . $requestors->Count . " requestors:\n"; > while (my $requestor = $requestors->Next()) { > $dbh->pg_savepoint("requestor_entry"); > my $realname; > my ($address) = > $requestor->MemberObj->Object->EmailAddress; > if ($address) { > ($realname) = > $requestor->MemberObj->Object->RealName; > my ($a) = "\"$realname\" <$address>"; > print "\t\t" . $a . "\n"; > } > $sth->execute($realname, $address, $ticket->id()) or > print "Error executing SQL: " . $sth->errstr . "\n"; > my @surveyid = $sth->fetchrow_array(); > > print "\tAdding feedback form #" . $surveyid[0] . " for > requestor: " . $realname . "\n"; > > $sth_auth->execute($surveyid[0]) or print "Error > executing SQL: " . $sth_auth->errstr . "\n"; > my @authcode = $sth_auth->fetchrow_array(); > print "\t\tAuth code: " . $authcode[0] . "\n"; > > if ($ticket->AddCustomFieldValue({ Field => 7, Value => > "" . $surveyid[0] . "" })) { > print "\tOK!\n"; > } else { > print "\tFAILED!\n"; > $dbh->pg_rollback_to("requestor_entry"); > } > $dbh->commit; > $dbh->pg_release("requestor_entry"); > } > print "\tCustom field \"Feedback\" values:"; > my $values = $ticket->CustomFieldValues("Feedback"); > my $values = $ticket->CustomFieldValues(7); > while (my $value = $values->Next) { > print " " . $value->Content; > } > print "\n"; > } > > $dbh->commit; > #$dbh->rollback; > > $dbh->disconnect; > > # Disconnect before we finish off > $RT::Handle->Disconnect(); > > exit 0; > > > -----Original Message----- > > From: Stephen Turner [mailto:sturner at MIT.EDU] > > Sent: Friday, December 08, 2006 10:26 > > To: Jacob Helwig; rt-users at lists.bestpractical.com > > Subject: RE: [rt-users] Adding custom field values from Perl script. > > > > > > I'm trying to add some values to a few tickets after I've gotten > > the > > ticket object for them, without much luck. I'm able to see any > > existing > > values, no problem, but running $ticket->AddCustomFieldValue({ Field > => > > $field_id, Value => $field_value }) doesn't appear to be doing > anything > > other than returning 1. Checking the custom field values before and > > after > > running AddCustomFieldValue shows no changes, as does showing the > > ticket > > through the web interface. I know I'm using the right field id, > since > > it's > > the same one I'm using to check what the current values are, and > > field_value > > shouldn't be a problem, since it's just an int. Am I going about > this > > entirely the wrong way? Something obvious that I'm just not seeing, > > after > > having stared at this for so long? > > > > --------------------------------------------- > > > > Jacob, could you post the relevant section of your script? > > > > Steve > > > > ---------------------------------------- > > Stephen Turner > > Senior Programmer/Analyst - Client Support Services > > MIT Information Services and Technology (IS&T) > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > 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 From i.norton at lancaster.ac.uk Mon Dec 11 11:15:34 2006 From: i.norton at lancaster.ac.uk (Norton, Ian) Date: Mon, 11 Dec 2006 16:15:34 -0000 Subject: [rt-users] RTFM howto modify the way how articles are inserted ? In-Reply-To: <20061211163730.355be9b5@localhost.localdomain> Message-ID: Hi Jodok, > We created a custom field for RTFM Articles called "Description" > which is an textarea that usually contains an HOWTO that gets > replied from our helpdesk to the requestors. > > It will be inserted like this in the ticket: > > 1 #9: HOWTO request a password reset. > 2 ----------------------------------- > 3 > 4 Description: > 5 ----------- > 6 To request a password reset please submit the web form at: > 7 http://somewhere.nowhere.tld/passwords/reset/ > > We would like to get rid of line 1-5 and only get the content > of the custom field inserted but not the name "Description" > nor the Titel of the RTFM article. > We do not want that text as displayed in line 1-5 in the > ticket and the reply. > > How could we achieve this ? The newest version of RTFM has this as a configurable option. Alternatively, copy html/RTFM/Article/Elements/Preformatted to your local tree and apply this patch: --- local/html/RTFM/Article/Elements/Preformatted 2004-03-31 00:57:43.000000000 +0100 +++ local/html/RTFM/Article/Elements/Preformatted 2006-02-21 19:19:47.000000000 +0000 @@ -16,10 +16,10 @@ %# %# END LICENSE BLOCK -#<%$Article->Id%>: <%$Article->Name%> -<%'-' x length("#".$Article->Id.": ".$Article->Name) %> +%# #<%$Article->Id%>: <%$Article->Name%> +%# <%'-' x length("#".$Article->Id.": ".$Article->Name) %> -<% $Article->Summary%> +%# <% $Article->Summary%> %my $cfs = $Article->ClassObj->CustomFields; % while (my $cf = $cfs->Next) { @@ -31,8 +31,8 @@ % if ($content =~ /<(.{1,5})>/) { % $content = de_htmlify($content); % } -<%$cf->Name%>: -<%'-' x length($cf->Name) %> +%# <%$cf->Name%>: +%# <%'-' x length($cf->Name) %> <%$content%> % } else { % my $val = $values->Next; That's based on RTFM-2.0.4. YMMV, there might be better ways of achieving this. Regards, Ian. From frances.cincinattus at gmail.com Mon Dec 11 11:38:00 2006 From: frances.cincinattus at gmail.com (Frances Albemuth) Date: Mon, 11 Dec 2006 08:38:00 -0800 Subject: [rt-users] Using rt-crontool w/ MySQL date and time functions. Message-ID: Hi, I've been building cron jobs for automated auditing of ticket status in my organization similar to what's described in the "TimedNotifications" article in the Wiki. Because the "3 days" nomenclature for the query seems to be incorrect and doesn't produce results (any longer? Using RT 3.6.1), I modified the query to exploit MySQL's date/time functions. In this vein, I'm using the same query syntax that is functional when run directly against the DB, namely something like this: LastUpdated < now() - interval 3 day AND Status != 'stalled' AND Status != 'resolved' AND Status != 'rejected' This works fine when run directly against the DB, as mentioned above, but rt-crontool complains: Error near ->now<- expecting a VALUE in LastUpdated < now() - interval 3 day AND Status != 'stalled' AND Status != 'resolved' AND Status != 'rejected' (/opt/rt3/local/lib/RT/Tickets_Overlay_SQL.pm:487) Any pointers? Thanks in advance, -FC From jesse at bestpractical.com Mon Dec 11 13:23:47 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 11 Dec 2006 13:23:47 -0500 Subject: [rt-users] RTFM howto modify the way how articles are inserted ? In-Reply-To: <20061211163730.355be9b5@localhost.localdomain> References: <20061211163730.355be9b5@localhost.localdomain> Message-ID: <20061211182347.GV29914@bestpractical.com> On Mon, Dec 11, 2006 at 04:37:30PM +0100, Jodok Ole Muellers wrote: > Hello, > > We created a custom field for RTFM Articles called "Description" > which is an textarea that usually contains an HOWTO that gets replied from > our helpdesk to the requestors. Give the latest RTFM 2.2RC a shot. It has options to modify this output. -j > > It will be inserted like this in the ticket: > > 1 #9: HOWTO request a password reset. > 2 ----------------------------------- > 3 > 4 Description: > 5 ----------- > 6 To request a password reset please submit the web form at: > 7 http://somewhere.nowhere.tld/passwords/reset/ > > We would like to get rid of line 1-5 and only get the content of > the custom field inserted but not the name "Description" nor the Titel of the RTFM article. > We do not want that text as displayed in line 1-5 in the ticket and the reply. > > How could we achieve this ? > > I think it could be related to this file > ./share/html/Callbacks/RTFM/Ticket/Update.html/BeforeMessageBox > But I have no clue how to modify it. > > Hints are much appreciated! > > > > cheers, jodok > _______________________________________________ > 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 > -- From hk at kapper.net Mon Dec 11 16:31:51 2006 From: hk at kapper.net (Harald Kapper) Date: Mon, 11 Dec 2006 22:31:51 +0100 Subject: [rt-users] RE: RT-Users Digest, Vol 33, Issue 21 In-Reply-To: <20061209170242.DEA134D80E9@diesel.bestpractical.com> Message-ID: > ---------------------------------------------------------------------- > > Message: 1 > Date: Fri, 8 Dec 2006 19:27:51 +0200 > From: Niko Tyni > Subject: Re: [rt-users] RT 3.6.1 stops sending out emails > To: rt-users at lists.bestpractical.com > Message-ID: <20061208172751.GA12831 at punk.it.helsinki.fi> > Content-Type: text/plain; charset=us-ascii > > On Wed, Dec 06, 2006 at 03:57:45PM +0100, Harald Kapper wrote: > > > he've a perfectly working RT 3.6.1 (on debian etch). > > > > Only problem is that sometimes RT simply stops to send out > emails (comments, > > replys) to just anyone - as if it lost it's email-interface > somehow, also no > > correspondences are then tracked in the ticket (which is > quite right, but > > basically not the wanted functionality). > > > > Restarting the apache2 it's running in helps. > > Hi, > > are you using mod_perl2? Is there anything in the error log? > > What's in $RT::MailCommand, ie. have you set it to something else than > the default 'sendmailpipe'? > > I think you might be hitting a Debian bug #384622 [1] in mod_perl2: > "localizing %ENV causes a segmentation fault". The code in 3.6.1 > lib/RT/Action/SendEmail.pm uses 'local $ENV{MAILADDRESS}'. > > [1] http://bugs.debian.org/384622 > > Cheers, > -- > Niko Tyni ntyni at iki.fi Dear Niko, Thank you for your suggestions - it might indeed be related but the MailCommand is in default (aka sendmailpipe) the point is that this behaviour is not regular, it hits us eg. Once a week then it comes back on a daily basis - basically we have no rule here, so I'd not expect the mentioned env-bug to be hitting this as this setup usually works for days or weeks before stopping to send emails out. Thank you in advance Harald Kapper -------------- next part -------------- A non-text attachment was scrubbed... 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Name: smime.p7s Type: application/pkcs7-signature Size: 2530 bytes Desc: not available URL: From Bill at explosivo.com Mon Dec 11 17:02:41 2006 From: Bill at explosivo.com (Bill) Date: Mon, 11 Dec 2006 17:02:41 -0500 Subject: [rt-users] Tracking requestors by type? Message-ID: <20061211170241.de14df7c.Bill@explosivo.com> Hi, I have a feeling I know the answer to this already, but thought I would ask around a bit. We have a bunch of people who e-mail into RT for support. We'd like to be able to query and report on three different kinds of users - basically students, staff and teachers. We can accept doing the latter two and assuming everyone else is a student. Is it possible to edit the users who just e-mail in so that we can tag them as something the first time they e-mail in? I was thinking custom field, but I cannot figure out how to do that with all the users without a formal account in RT. Otherwise, we will be creating accounts for the teachers and staff and tagging them. Any help or pointers would be appreciated... From taan at cryologic.com Mon Dec 11 17:46:27 2006 From: taan at cryologic.com (taan) Date: Tue, 12 Dec 2006 09:46:27 +1100 Subject: [rt-users] Tracking requestors by type? In-Reply-To: <20061211170241.de14df7c.Bill@explosivo.com> References: <20061211170241.de14df7c.Bill@explosivo.com> Message-ID: <457DDFC3.6050207@cryologic.com> If you allow Tickets to be created in a queue by "Everyone", an unprivileged user account is created when RT receives an email from a new user, hence you should be able to use custom fields. Taan Bill wrote: > Hi, > > I have a feeling I know the answer to this already, but thought I > would ask around a bit. > > We have a bunch of people who e-mail into RT for support. We'd like > to be able to query and report on three different kinds of users - > basically students, staff and teachers. We can accept doing the > latter two and assuming everyone else is a student. > > Is it possible to edit the users who just e-mail in so that we can > tag them as something the first time they e-mail in? I was thinking > custom field, but I cannot figure out how to do that with all the > users without a formal account in RT. > > Otherwise, we will be creating accounts for the teachers and staff > and tagging them. > > Any help or pointers would be appreciated... From dparsons at luxtera.com Mon Dec 11 18:10:11 2006 From: dparsons at luxtera.com (Dan Parsons) Date: Mon, 11 Dec 2006 15:10:11 -0800 Subject: [rt-users] displaying custom field in "RT at a glance"? Message-ID: I need to display the value of a custom field for each ticket shown on the "RT at a glance" page, which shows a predefined search named "Search - My Tickets". I see how to add/remove columns, that part is easy, but my custom field isn't one of the choices. What am I doing wrong? Dan Parsons Sr. Systems Administrator Luxtera, Inc. From theillien at yahoo.com Mon Dec 11 18:18:04 2006 From: theillien at yahoo.com (Mathew) Date: Mon, 11 Dec 2006 18:18:04 -0500 Subject: [rt-users] displaying custom field in "RT at a glance"? In-Reply-To: References: Message-ID: <457DE72C.1060201@yahoo.com> Dan Parsons wrote: > I need to display the value of a custom field for each ticket shown on > the "RT at a glance" page, which shows a predefined search named "Search > - My Tickets". I see how to add/remove columns, that part is easy, but > my custom field isn't one of the choices. What am I doing wrong? > > Dan Parsons > Sr. Systems Administrator > Luxtera, Inc. > Do you have the "SeeCustomField" right? Mathew From dparsons at luxtera.com Mon Dec 11 18:28:00 2006 From: dparsons at luxtera.com (Dan Parsons) Date: Mon, 11 Dec 2006 15:28:00 -0800 Subject: [rt-users] displaying custom field in "RT at a glance"? In-Reply-To: <457DE72C.1060201@yahoo.com> References: <457DE72C.1060201@yahoo.com> Message-ID: Yes, and it's granted to me, along with everything else. Dan Parsons Sr. Systems Administrator Luxtera, Inc. On Dec 11, 2006, at 3:18 PM, Mathew wrote: > Dan Parsons wrote: >> I need to display the value of a custom field for each ticket >> shown on >> the "RT at a glance" page, which shows a predefined search named >> "Search >> - My Tickets". I see how to add/remove columns, that part is easy, >> but >> my custom field isn't one of the choices. What am I doing wrong? >> >> Dan Parsons >> Sr. Systems Administrator >> Luxtera, Inc. >> > > Do you have the "SeeCustomField" right? > > Mathew > From theillien at yahoo.com Mon Dec 11 22:16:59 2006 From: theillien at yahoo.com (Mathew) Date: Mon, 11 Dec 2006 22:16:59 -0500 Subject: [rt-users] bounce handling In-Reply-To: References: Message-ID: <457E1F2B.7000908@yahoo.com> We have database at work that has all of our customer contacts. We have a script which polls it regularly and builds a procmail ruleset based on all of those contact email addresses. If an incoming email is directed at the queue to which the procmail ruleset belongs and the address is not found it is sent a bounce message. Basically, the 'From' address is compared to everything in the procmail ruleset. If the email address exists it is passed to the RT mailgate. If the address doesn't exist, postfix sends a bounce with a prebuilt message indicating the address is not an authorized address and to have someone that is already authorized to contact our NOC to add the new user. If they contact us we add them to an authorized users list until they are added to the database. This list is checked immediately after the database is polled by our script. This led to an issue of emails being bounced to likely non-existent email addresses since they are primarily spam induced. The servers for these bounced messages then would return another bounce to us indicating that the email address doesn't exist. This was solved by setting the 'From' address in OUR bounces to no-reply@ which we then configured Exchange to send to the bit bucket. HTH, Mathew Vivek Khera wrote: > I'm trying to figure out how to append bounce notices to tickets. > Basically, if a bounce comes in to my return-path address, I want to > scan it for evidence of a bounce from RT. If it finds it, append the > message (or just the DSN report part if it is a DSN) to the offending > ticket. > > Has anyone written such a beastie? If not, I will write my own and then > share it. I'm just looking to save some work :-) > From theillien at yahoo.com Mon Dec 11 22:27:54 2006 From: theillien at yahoo.com (Mathew) Date: Mon, 11 Dec 2006 22:27:54 -0500 Subject: [rt-users] bounce handling In-Reply-To: References: Message-ID: <457E21BA.9060201@yahoo.com> I should note that this has literally eliminated all spam in our customer ticket queue. In order to manage the spam received by way of our other public facing queue I have the owner of the queue assign all tickets to me and open them. I then have a script which accesses the page via WWW::Mechanize and then scrape the addresses using HTML::TokeParser. These addresses are then passed to rtx-shredder on a daily basis. We only have two public facing queues though. The one which our customers submit work tickets to and the security queue which also receives all info requests as well as any abuse related issue. I'm not sure that this solution would scale well. Mathew Vivek Khera wrote: > I'm trying to figure out how to append bounce notices to tickets. > Basically, if a bounce comes in to my return-path address, I want to > scan it for evidence of a bounce from RT. If it finds it, append the > message (or just the DSN report part if it is a DSN) to the offending > ticket. > > Has anyone written such a beastie? If not, I will write my own and then > share it. I'm just looking to save some work :-) > > > ------------------------------------------------------------------------ > > _______________________________________________ > 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 From Bill at explosivo.com Tue Dec 12 00:24:39 2006 From: Bill at explosivo.com (Bill) Date: Tue, 12 Dec 2006 00:24:39 -0500 Subject: [rt-users] Tracking requestors by type? In-Reply-To: <457DDFC3.6050207@cryologic.com> References: <20061211170241.de14df7c.Bill@explosivo.com> <457DDFC3.6050207@cryologic.com> Message-ID: <20061212002439.eeffdb70.Bill@explosivo.com> Okay, I am doing something wrong then... I cannot get the user custom fields to display. I thought it was just with the unpriv users, but it does not display for the others either. I've restarted apache Insured rights to view, set, etc on the field... Nobody can see the field Nothing helps. It's something stupid I am missing right? RT 3.6.1 On Tue, 12 Dec 2006 09:46:27 +1100 taan spake: > If you allow Tickets to be created in a queue by "Everyone", an > unprivileged user account is created when RT receives an email from a > new user, hence you should be able to use custom fields. > > Taan > > > Bill wrote: > > Hi, > > > > I have a feeling I know the answer to this already, but thought I > > would ask around a bit. > > > > We have a bunch of people who e-mail into RT for support. We'd like > > to be able to query and report on three different kinds of users - > > basically students, staff and teachers. We can accept doing the > > latter two and assuming everyone else is a student. > > > > Is it possible to edit the users who just e-mail in so that we can > > tag them as something the first time they e-mail in? I was thinking > > custom field, but I cannot figure out how to do that with all the > > users without a formal account in RT. > > > > Otherwise, we will be creating accounts for the teachers and staff > > and tagging them. > > > > Any help or pointers would be appreciated... > _______________________________________________ > 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 From jrandall at ziprealty.com Tue Dec 12 00:38:04 2006 From: jrandall at ziprealty.com (Jeremy Randall) Date: Mon, 11 Dec 2006 21:38:04 -0800 Subject: [rt-users] No mail to CC's using "On Correspond Notify Requestors, Ccs and AdminCcs with template Correspondence" scrip Message-ID: Hi folks, I have a queue that is not sending mail to the CC addresses, but everything else is working as expected. The queue has the following scrips: On Resolve Notify AdminCcs with template On Create Notify AdminCcs with template Transaction On Comment Notify AdminCcs with template Admin Comment On Owner Change Notify Owner with template New Owner On Correspond Open Tickets with template Blank On Queue Change Notify AdminCcs with template New Queue On Correspond Notify Requestors, Ccs and AdminCcs with template Correspondence I believe the last scrip, "On Correspond Notify Requestors, Ccs and AdminCcs with template Correspondence," should send to the CC addresses. When I tail the mail logs messages are not going to the CC addresses, but the others are clearly getting through. This is RT 3.4.5. Any guidance is appreciated. Thanks, JR -------------- next part -------------- An HTML attachment was scrubbed... URL: From taan at cryologic.com Tue Dec 12 00:53:32 2006 From: taan at cryologic.com (taan) Date: Tue, 12 Dec 2006 16:53:32 +1100 Subject: [rt-users] Tracking requestors by type? In-Reply-To: <20061212002439.eeffdb70.Bill@explosivo.com> References: <20061211170241.de14df7c.Bill@explosivo.com> <457DDFC3.6050207@cryologic.com> <20061212002439.eeffdb70.Bill@explosivo.com> Message-ID: <457E43DC.8070308@cryologic.com> You need to go to "Configuration-Global-Custom Fields-Users to enable a custom field for Users Taan Bill wrote: > Okay, I am doing something wrong then... I cannot get the user custom > fields to display. I thought it was just with the unpriv users, but it > does not display for the others either. > > I've restarted apache > Insured rights to view, set, etc on the field... Nobody can see the > field > > Nothing helps. It's something stupid I am missing right? > > RT 3.6.1 From taan at cryologic.com Tue Dec 12 00:55:34 2006 From: taan at cryologic.com (taan) Date: Tue, 12 Dec 2006 16:55:34 +1100 Subject: [rt-users] No mail to CC's using "On Correspond Notify Requestors, Ccs and AdminCcs with template Correspondence" scrip In-Reply-To: References: Message-ID: <457E4456.3020502@cryologic.com> "Correspond" refers to Replies only - not Comments. Taan Jeremy Randall wrote: > Hi folks, > > > > I have a queue that is not sending mail to the CC addresses, but > everything else is working as expected. The queue has the following scrips: > > > > On Resolve Notify AdminCcs with template > > On Create Notify AdminCcs with template Transaction > > On Comment Notify AdminCcs with template Admin Comment > > On Owner Change Notify Owner with template New Owner > > On Correspond Open Tickets with template Blank > > On Queue Change Notify AdminCcs with template New Queue > > On Correspond Notify Requestors, Ccs and AdminCcs with template > Correspondence > > > > I believe the last scrip, ?On Correspond Notify Requestors, Ccs and > AdminCcs with template Correspondence,? should send to the CC > addresses. When I tail the mail logs messages are not going to the CC > addresses, but the others are clearly getting through. This is RT > 3.4.5. Any guidance is appreciated. > > > > Thanks, > > > > JR From jrandall at ziprealty.com Tue Dec 12 00:58:41 2006 From: jrandall at ziprealty.com (Jeremy Randall) Date: Mon, 11 Dec 2006 21:58:41 -0800 Subject: [rt-users] No mail to CC's using "On Correspond Notify Requestors, Ccs and AdminCcs with template Correspondence" scrip Message-ID: Ah, discovered the manual-entry CC field is considered "Other Recipients." Please disregard! ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jeremy Randall Sent: Monday, December 11, 2006 9:38 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] No mail to CC's using "On Correspond Notify Requestors,Ccs and AdminCcs with template Correspondence" scrip Hi folks, I have a queue that is not sending mail to the CC addresses, but everything else is working as expected. The queue has the following scrips: On Resolve Notify AdminCcs with template On Create Notify AdminCcs with template Transaction On Comment Notify AdminCcs with template Admin Comment On Owner Change Notify Owner with template New Owner On Correspond Open Tickets with template Blank On Queue Change Notify AdminCcs with template New Queue On Correspond Notify Requestors, Ccs and AdminCcs with template Correspondence I believe the last scrip, "On Correspond Notify Requestors, Ccs and AdminCcs with template Correspondence," should send to the CC addresses. When I tail the mail logs messages are not going to the CC addresses, but the others are clearly getting through. This is RT 3.4.5. Any guidance is appreciated. Thanks, JR -------------- next part -------------- An HTML attachment was scrubbed... URL: From tobias at formelheinz.de Wed Dec 6 03:17:50 2006 From: tobias at formelheinz.de (Tobias Heinz) Date: Wed, 06 Dec 2006 09:17:50 +0100 Subject: [rt-users] Permission denied Problem Message-ID: <45767CAE.40908@formelheinz.de> Dear All, I am running an rt installation (3.4 on Debian, with seperate postgres backend) for about a year now. Currently I have around 50 call centre agents working on tickets submitted by a community of around 100.000 clients. I have set-up the system to allow creation of tickets for everyone (following the instructions in the bestpractical-Wiki) by just sending a mail to service at something.com which works fine. At this point in time the amount of users that have been "autocreated on ticket creation" has hit 35.000 and the number of tickets currently in my database is around 60.000. For the past weeks I have had clients that were sending a mail with a new ticket, that received a "Message not recorded" "permission denied" bounce back from the request tracker. I have checked the entries and there are no differences between other users. At the same time, other tickets are recorded by the system just fine. In two cases the clients were creating another different ticket a few minutes later - and this time without a problem. Any hint or idea what might be happening? Best regards and many thanks in advance ... T. Heinz -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3253 bytes Desc: S/MIME Cryptographic Signature URL: From torsten.brumm at googlemail.com Tue Dec 12 05:51:42 2006 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Tue, 12 Dec 2006 11:51:42 +0100 Subject: [rt-users] Bulk Ticket Update Question Message-ID: Hi RT Users, i'm stepping in the dark at this moment. My Users like to have the Bulk Update Page modified for easier life.. They need the checked Checkboxes per ticket unchecked as default and also set as default the owner to the current user and the Status to resolved by default.... At the Bulk.html i can find for the first point a function to check and uncheck the Checkboxes, but no way to set this as default for each request: <& /Elements/Submit, Label => loc('Update'), CheckAll => 1, ClearAll => 1 &> Infront of this Element, the Ticketlist is created by: <& /Elements/TicketList, Query => $Query, DisplayFormat => $Format, Format => $ARGS{'Format'}, Verbatim => 1, AllowSorting => 1, OrderBy => $OrderBy, Order => $Order, Rows => $Rows, Page => $Page, BaseURL => $RT::WebPath."/Search/Bulk.html?" &> I'm not sure how to change this to a default for the Ticketlist. The second problem, the defaults for owner and status: For the Owner i think, the following lines are important: <&|/l&>Make Owner: <& /Elements/SelectOwner, Name => "Owner", Value => $session{'CurrentUser'} &> ( <&|/l&>Force change) But my try with Value => $session{CurrentUser} wont work :-( Any hints for this??? Same with the Status: <&|/l&>Make Status: <& /Elements/SelectStatus, Name => "Status" &> Any hints to this points? Thank you... Torsten -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From royf at qballtech.net Tue Dec 12 07:42:28 2006 From: royf at qballtech.net (Roy Frenkiel) Date: Tue, 12 Dec 2006 14:42:28 +0200 Subject: [rt-users] Help with Addlink In-Reply-To: References: Message-ID: <20061212144228.7xkvcdwvc48kc4gc@qballtech.net> Hi, I wish to use a scrip in order to add a link from a ticket to an asset. I know the function "Addlink" exists, but I haven't found in the perldocs or anywhere else how to use it (even to link a ticket to a ticket). If someone has a running scrip or knows the syntax, I would very much appreciate sharing it with me. I'm using RT 3.4.5 Thanks a lot, Roy From bestpractical at jon.limedaley.com Tue Dec 12 08:18:08 2006 From: bestpractical at jon.limedaley.com (Jon Daley) Date: Tue, 12 Dec 2006 08:18:08 -0500 (EST) Subject: [rt-users] bounce handling In-Reply-To: <457E21BA.9060201@yahoo.com> References: <457E21BA.9060201@yahoo.com> Message-ID: It also people like me have to deal with your bounce messages, when the spammers fake my address as the sender. That is currently the largest source of junk that I get. They seem to not use the guys who don't include the original message in the bounce as much, though I still get quite a number of faked bounces and vacation messages. As one example, spamcop.net now considers those bad bounces as spam, and will send reports to your upstream provider. A better solution would be to bounce them earlier. I haven't tried to bounce based on From address, since that is so easy to change, but I imagine it should be possible. On Mon, 11 Dec 2006, Mathew wrote: > I should note that this has literally eliminated all spam in our > customer ticket queue. > > In order to manage the spam received by way of our other public facing > queue I have the owner of the queue assign all tickets to me and open > them. I then have a script which accesses the page via WWW::Mechanize > and then scrape the addresses using HTML::TokeParser. These addresses > are then passed to rtx-shredder on a daily basis. > > We only have two public facing queues though. The one which our > customers submit work tickets to and the security queue which also > receives all info requests as well as any abuse related issue. > > I'm not sure that this solution would scale well. > > Mathew > > Vivek Khera wrote: >> I'm trying to figure out how to append bounce notices to tickets. >> Basically, if a bounce comes in to my return-path address, I want to >> scan it for evidence of a bounce from RT. If it finds it, append the >> message (or just the DSN report part if it is a DSN) to the offending >> ticket. >> >> Has anyone written such a beastie? If not, I will write my own and then >> share it. I'm just looking to save some work :-) >> >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> 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 > > _______________________________________________ > 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 > From theillien at yahoo.com Tue Dec 12 08:32:29 2006 From: theillien at yahoo.com (Mathew) Date: Tue, 12 Dec 2006 08:32:29 -0500 Subject: [rt-users] bounce handling In-Reply-To: References: <457E21BA.9060201@yahoo.com> Message-ID: <457EAF6D.4030509@yahoo.com> Some things can't be helped I guess. Mathew Jon Daley wrote: > It also people like me have to deal with your bounce messages, when > the spammers fake my address as the sender. That is currently the > largest source of junk that I get. They seem to not use the guys who > don't include the original message in the bounce as much, though I still > get quite a number of faked bounces and vacation messages. > As one example, spamcop.net now considers those bad bounces as spam, > and will send reports to your upstream provider. > > A better solution would be to bounce them earlier. I haven't tried > to bounce based on From address, since that is so easy to change, but I > imagine it should be possible. > > On Mon, 11 Dec 2006, Mathew wrote: > >> I should note that this has literally eliminated all spam in our >> customer ticket queue. >> >> In order to manage the spam received by way of our other public facing >> queue I have the owner of the queue assign all tickets to me and open >> them. I then have a script which accesses the page via WWW::Mechanize >> and then scrape the addresses using HTML::TokeParser. These addresses >> are then passed to rtx-shredder on a daily basis. >> >> We only have two public facing queues though. The one which our >> customers submit work tickets to and the security queue which also >> receives all info requests as well as any abuse related issue. >> >> I'm not sure that this solution would scale well. >> >> Mathew >> >> Vivek Khera wrote: >>> I'm trying to figure out how to append bounce notices to tickets. >>> Basically, if a bounce comes in to my return-path address, I want to >>> scan it for evidence of a bounce from RT. If it finds it, append the >>> message (or just the DSN report part if it is a DSN) to the offending >>> ticket. >>> >>> Has anyone written such a beastie? If not, I will write my own and then >>> share it. I'm just looking to save some work :-) >>> >>> >>> ------------------------------------------------------------------------ >>> >>> _______________________________________________ >>> 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 >> >> _______________________________________________ >> 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 >> > _______________________________________________ > 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 > > From jodok.o.mullers at deu.mci.com Tue Dec 12 08:59:02 2006 From: jodok.o.mullers at deu.mci.com (Jodok Ole Muellers) Date: Tue, 12 Dec 2006 14:59:02 +0100 Subject: [rt-users] RTFM howto modify the way how articles are inserted ? In-Reply-To: <20061211182347.GV29914@bestpractical.com> References: <20061211163730.355be9b5@localhost.localdomain> <20061211182347.GV29914@bestpractical.com> Message-ID: <20061212145902.4ef44635@localhost.localdomain> Thanks Jesse, I am already running RTFM v2.2.0RC2, I simply didn't find that option. I was just to blind to see it. For the list: It can be found here: Configuration -> Classes -> -> Basics or https://rt3.myserver.tld/rt3/Admin/RTFM/Classes/Modify.html?id=1 Is a bunch of checkboxes like these: [ ] Include article name [ ] Include article summary [ ] Include custom field 'Description' [ ] Title [X] Value > Give the latest RTFM 2.2RC a shot. It has options to modify this output. Thanks, Jodok From Bill at explosivo.com Tue Dec 12 09:01:09 2006 From: Bill at explosivo.com (Bill) Date: Tue, 12 Dec 2006 09:01:09 -0500 Subject: [rt-users] Tracking requestors by type? In-Reply-To: <457E43DC.8070308@cryologic.com> References: <20061211170241.de14df7c.Bill@explosivo.com> <457DDFC3.6050207@cryologic.com> <20061212002439.eeffdb70.Bill@explosivo.com> <457E43DC.8070308@cryologic.com> Message-ID: <20061212090109.77efa816.Bill@explosivo.com> Yeah, I had done that... the enabled check box is even checked, and I added rights to view it for everyone (will be removed later when I get it working) Is there anything else that needs to be done???? Thanks! On Tue, 12 Dec 2006 16:53:32 +1100 taan spake: > You need to go to "Configuration-Global-Custom Fields-Users to enable a > custom field for Users > > Taan > > Bill wrote: > > Okay, I am doing something wrong then... I cannot get the user custom > > fields to display. I thought it was just with the unpriv users, but it > > does not display for the others either. > > > > I've restarted apache > > Insured rights to view, set, etc on the field... Nobody can see the > > field > > > > Nothing helps. It's something stupid I am missing right? > > > > RT 3.6.1 > _______________________________________________ > 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 From sturner at MIT.EDU Tue Dec 12 09:28:13 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 12 Dec 2006 09:28:13 -0500 Subject: [rt-users] Bulk Ticket Update Question In-Reply-To: Message-ID: <018501c71df9$c4215710$f9059812@bjh> Hi Torsten, How goes it? Which version of RT are you using? This works differently in 3.4 and 3.6. Steve ---------------------------------------- Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Torsten Brumm Sent: Tuesday, December 12, 2006 5:52 AM To: RT Users Subject: [rt-users] Bulk Ticket Update Question Hi RT Users, i'm stepping in the dark at this moment. My Users like to have the Bulk Update Page modified for easier life.. They need the checked Checkboxes per ticket unchecked as default and also set as default the owner to the current user and the Status to resolved by default.... From torsten.brumm at googlemail.com Tue Dec 12 09:30:56 2006 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Tue, 12 Dec 2006 15:30:56 +0100 Subject: [rt-users] Bulk Ticket Update Question In-Reply-To: <018501c71df9$c4215710$f9059812@bjh> References: <018501c71df9$c4215710$f9059812@bjh> Message-ID: Hi Stephen, its going worse at this moment ;-). we use RT 3.6.1. Whats going on at the MIT? Torsten 2006/12/12, Stephen Turner : > > Hi Torsten, > > How goes it? Which version of RT are you using? This works differently in > 3.4 and 3.6. > > Steve > ---------------------------------------- > Stephen Turner > Senior Programmer/Analyst - Client Support Services > MIT Information Services and Technology (IS&T) > > > > ________________________________ > > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Torsten > Brumm > Sent: Tuesday, December 12, 2006 5:52 AM > To: RT Users > Subject: [rt-users] Bulk Ticket Update Question > > > Hi RT Users, > > i'm stepping in the dark at this moment. My Users like to have the > Bulk Update Page modified for easier life.. > > They need the checked Checkboxes per ticket unchecked as default > and > also set as default the owner to the current user and the Status to > resolved > by default.... > > > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfh at pipex.net Tue Dec 12 09:30:07 2006 From: rfh at pipex.net (Roy El-Hames) Date: Tue, 12 Dec 2006 14:30:07 +0000 Subject: [rt-users] Tracking requestors by type? In-Reply-To: <20061212090109.77efa816.Bill@explosivo.com> References: <20061211170241.de14df7c.Bill@explosivo.com> <457DDFC3.6050207@cryologic.com> <20061212002439.eeffdb70.Bill@explosivo.com> <457E43DC.8070308@cryologic.com> <20061212090109.77efa816.Bill@explosivo.com> Message-ID: <457EBCEF.4050500@pipex.net> Bill; The problem is with /opt/rt3/share/html/Admin/Elements/UserTabs its missing the Custom Field link add the below to html/Admin/Elements/UserTabs CustomFields => { title => loc('Custom Fields'), path => "Admin/Users/CustomFields.html?id=".$id } within the subtabs { } Roy Bill wrote: > Yeah, I had done that... the enabled check box is even checked, and I > added rights to view it for everyone (will be removed later when I get > it working) > > Is there anything else that needs to be done???? > > Thanks! > > > On Tue, 12 Dec 2006 16:53:32 +1100 > taan spake: > > >> You need to go to "Configuration-Global-Custom Fields-Users to enable a >> custom field for Users >> >> Taan >> >> Bill wrote: >> >>> Okay, I am doing something wrong then... I cannot get the user custom >>> fields to display. I thought it was just with the unpriv users, but it >>> does not display for the others either. >>> >>> I've restarted apache >>> Insured rights to view, set, etc on the field... Nobody can see the >>> field >>> >>> Nothing helps. It's something stupid I am missing right? >>> >>> RT 3.6.1 >>> >> _______________________________________________ >> 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 >> > _______________________________________________ > 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 > > From sturner at MIT.EDU Tue Dec 12 10:08:27 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 12 Dec 2006 10:08:27 -0500 Subject: [rt-users] Bulk Ticket Update Question In-Reply-To: Message-ID: <01c001c71dff$61431240$f9059812@bjh> > From: Torsten Brumm [mailto:torsten.brumm at googlemail.com] > Sent: Tuesday, December 12, 2006 9:31 AM > To: sturner at mit.edu > Cc: RT Users > Subject: Re: [rt-users] Bulk Ticket Update Question > > Hi Stephen, Hey Torsten, > its going worse at this moment ;-). we use RT 3.6.1. Too bad - you need to find youself some Gl?hwein and Erbsensuppe ... > Whats going on at the MIT? Still plugging away with RT 3.4.2, fully in production since June. I have copied some 3.6.1 features though, which is why I was looking at the Bulk check boxes yesterday. The default setting for the ticket list boxes is in /Elements/RT__Ticket/ColumnMap - there's an entry '_CHECKBOX' => { attribute => 'checkbox', title => loc('Update'), align => 'right', value => sub { return \('') } }, You can change this file or override this particular column definition in a callback. Good luck, Steve From Bill at Explosivo.com Tue Dec 12 10:33:22 2006 From: Bill at Explosivo.com (Bill Chmura) Date: Tue, 12 Dec 2006 10:33:22 -0500 Subject: [rt-users] Tracking requestors by type? In-Reply-To: <457EBCEF.4050500@pipex.net> References: <20061211170241.de14df7c.Bill@explosivo.com> <457DDFC3.6050207@cryologic.com> <20061212002439.eeffdb70.Bill@explosivo.com> <457E43DC.8070308@cryologic.com> <20061212090109.77efa816.Bill@explosivo.com> <457EBCEF.4050500@pipex.net> Message-ID: <20061212103322.1d83cd52.Bill@Explosivo.com> Damnit, I knew I was missing something obvious! :) Thanks Roy! On Tue, 12 Dec 2006 14:30:07 +0000 Roy El-Hames wrote: > Bill; > The problem is with /opt/rt3/share/html/Admin/Elements/UserTabs its > missing the Custom Field link > add the below to html/Admin/Elements/UserTabs > CustomFields => { title => loc('Custom Fields'), > path => "Admin/Users/CustomFields.html?id=".$id > } > within the subtabs { > } > > Roy > > Bill wrote: > > Yeah, I had done that... the enabled check box is even checked, and I > > added rights to view it for everyone (will be removed later when I get > > it working) > > > > Is there anything else that needs to be done???? > > > > Thanks! > > > > > > On Tue, 12 Dec 2006 16:53:32 +1100 > > taan spake: > > > > > >> You need to go to "Configuration-Global-Custom Fields-Users to enable a > >> custom field for Users > >> > >> Taan > >> > >> Bill wrote: > >> > >>> Okay, I am doing something wrong then... I cannot get the user custom > >>> fields to display. I thought it was just with the unpriv users, but it > >>> does not display for the others either. > >>> > >>> I've restarted apache > >>> Insured rights to view, set, etc on the field... Nobody can see the > >>> field > >>> > >>> Nothing helps. It's something stupid I am missing right? > >>> > >>> RT 3.6.1 > >>> > >> _______________________________________________ > >> 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 > >> > > _______________________________________________ > > 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 > > > > > From dparsons at luxtera.com Tue Dec 12 11:34:09 2006 From: dparsons at luxtera.com (Dan Parsons) Date: Tue, 12 Dec 2006 08:34:09 -0800 Subject: [rt-users] displaying custom field in "RT at a glance"? In-Reply-To: References: <457DE72C.1060201@yahoo.com> Message-ID: <659D9723-436F-42AE-92BE-82E31DC1965A@luxtera.com> Does anyone have any more information on this? Dan Parsons Sr. Systems Administrator Luxtera, Inc. On Dec 11, 2006, at 3:28 PM, Dan Parsons wrote: > Yes, and it's granted to me, along with everything else. > > Dan Parsons > Sr. Systems Administrator > Luxtera, Inc. > > > On Dec 11, 2006, at 3:18 PM, Mathew wrote: > >> Dan Parsons wrote: >>> I need to display the value of a custom field for each ticket >>> shown on >>> the "RT at a glance" page, which shows a predefined search named >>> "Search >>> - My Tickets". I see how to add/remove columns, that part is easy, >>> but >>> my custom field isn't one of the choices. What am I doing wrong? >>> >>> Dan Parsons >>> Sr. Systems Administrator >>> Luxtera, Inc. >>> >> >> Do you have the "SeeCustomField" right? >> >> 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 From rfh at pipex.net Tue Dec 12 11:37:33 2006 From: rfh at pipex.net (Roy El-Hames) Date: Tue, 12 Dec 2006 16:37:33 +0000 Subject: [rt-users] displaying custom field in "RT at a glance"? In-Reply-To: <659D9723-436F-42AE-92BE-82E31DC1965A@luxtera.com> References: <457DE72C.1060201@yahoo.com> <659D9723-436F-42AE-92BE-82E31DC1965A@luxtera.com> Message-ID: <457EDACD.9020103@pipex.net> Dan; CustomFields apply to queues, when constructing your search add the Queue first, then you would notice the list of Custom fields appearing at the bottom of Search fields criteria in Build.html, and then these CFs will be available to be selected in the ShowColumns section. Regards; Roy Dan Parsons wrote: > Does anyone have any more information on this? > > Dan Parsons > Sr. Systems Administrator > Luxtera, Inc. > > > On Dec 11, 2006, at 3:28 PM, Dan Parsons wrote: > >> Yes, and it's granted to me, along with everything else. >> >> Dan Parsons >> Sr. Systems Administrator >> Luxtera, Inc. >> >> >> On Dec 11, 2006, at 3:18 PM, Mathew wrote: >> >>> Dan Parsons wrote: >>>> I need to display the value of a custom field for each ticket >>>> shown on >>>> the "RT at a glance" page, which shows a predefined search named >>>> "Search >>>> - My Tickets". I see how to add/remove columns, that part is easy, >>>> but >>>> my custom field isn't one of the choices. What am I doing wrong? >>>> >>>> Dan Parsons >>>> Sr. Systems Administrator >>>> Luxtera, Inc. >>>> >>> >>> Do you have the "SeeCustomField" right? >>> >>> 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 > > _______________________________________________ > 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 > From dparsons at luxtera.com Tue Dec 12 16:00:42 2006 From: dparsons at luxtera.com (Dan Parsons) Date: Tue, 12 Dec 2006 13:00:42 -0800 Subject: [rt-users] displaying custom field in "RT at a glance"? In-Reply-To: <457EDACD.9020103@pipex.net> References: <457DE72C.1060201@yahoo.com> <659D9723-436F-42AE-92BE-82E31DC1965A@luxtera.com> <457EDACD.9020103@pipex.net> Message-ID: <48B387E9-6B51-448E-AFB1-09E76BAD3242@luxtera.com> Thank you VERY much. That fixed it! Dan Parsons Sr. Systems Administrator Luxtera, Inc. On Dec 12, 2006, at 8:37 AM, Roy El-Hames wrote: > Dan; > CustomFields apply to queues, when constructing your search add the > Queue first, then you would notice the list of Custom fields appearing > at the bottom of Search fields criteria in Build.html, and then these > CFs will be available to be selected in the ShowColumns section. > Regards; > Roy > > Dan Parsons wrote: >> Does anyone have any more information on this? >> >> Dan Parsons >> Sr. Systems Administrator >> Luxtera, Inc. >> >> >> On Dec 11, 2006, at 3:28 PM, Dan Parsons wrote: >> >>> Yes, and it's granted to me, along with everything else. >>> >>> Dan Parsons >>> Sr. Systems Administrator >>> Luxtera, Inc. >>> >>> >>> On Dec 11, 2006, at 3:18 PM, Mathew wrote: >>> >>>> Dan Parsons wrote: >>>>> I need to display the value of a custom field for each ticket >>>>> shown on >>>>> the "RT at a glance" page, which shows a predefined search named >>>>> "Search >>>>> - My Tickets". I see how to add/remove columns, that part is easy, >>>>> but >>>>> my custom field isn't one of the choices. What am I doing wrong? >>>>> >>>>> Dan Parsons >>>>> Sr. Systems Administrator >>>>> Luxtera, Inc. >>>>> >>>> >>>> Do you have the "SeeCustomField" right? >>>> >>>> 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 >> >> _______________________________________________ >> 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 >> > From matthew at sorbs.net Tue Dec 12 23:10:14 2006 From: matthew at sorbs.net (Matthew Sullivan) Date: Wed, 13 Dec 2006 15:10:14 +1100 Subject: [rt-users] Re: [Rt-devel] Help: How do I restrict user access by queue? In-Reply-To: <4574A152.6070200@remc1.org> References: <4574A152.6070200@remc1.org> Message-ID: <457F7D26.1070701@sorbs.net> Leo C. Ureel II wrote: > Hello, > > How do I restrict user access by queue? I've some users who only have > been granted rights in certain queues. And this limits their 'RT at a > Glance' view, such that they only can browse tickets in their > particular queues. However, the '10 newest unowned tickets' section > still shows unowned tickets in other queues. In fact, it seems that > any ticket that is not owned or assigned to a particular queue is > potentially visible to these users. And if the user knows the number > of a ticket - or can compose a search query that returns a ticket in > another queue, they have the ability to view tickets that should > otherwise be restricted. > > I'm not afraid to dive under the hood if need be. I hope somebody has > a solution for me. This what you're looking for...? --- share/html/Elements/MyRequests.orig Wed Feb 2 00:20:40 2005 +++ share/html/Elements/MyRequests Mon Sep 18 21:37:08 2006 @@ -58,8 +58,17 @@ <%init> my $rows = $RT::MyRequestsLength; +my $Queues = RT::Queues->new($session{'CurrentUser'}); +$Queues->UnLimit(); +my $myQueues = ""; +while (my $queue = $Queues->Next) { + next unless ($queue->CurrentUserHasRight('ShowTicket')); + $myQueues .= " OR Queue = '" . $queue->Name . "'"; +} +$myQueues =~ s/^ OR //g; + -my $Query = "Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open')"; +my $Query = "Owner = 'Nobody' AND $myQueues AND ( Status = 'new' OR Status = 'open')"; my $QueryString = '?' . $m->comp('/Elements/QueryString', Query => $Query, From torsten.brumm at googlemail.com Wed Dec 13 03:31:51 2006 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Wed, 13 Dec 2006 09:31:51 +0100 Subject: [rt-users] Bulk Ticket Update Question In-Reply-To: <01c001c71dff$61431240$f9059812@bjh> References: <01c001c71dff$61431240$f9059812@bjh> Message-ID: Hi Stephen, thanks for this hint, its working, i never had a look at this file till now Torsten 2006/12/12, Stephen Turner : > > > From: Torsten Brumm [mailto:torsten.brumm at googlemail.com] > > Sent: Tuesday, December 12, 2006 9:31 AM > > To: sturner at mit.edu > > Cc: RT Users > > Subject: Re: [rt-users] Bulk Ticket Update Question > > > > Hi Stephen, > > Hey Torsten, > > > its going worse at this moment ;-). we use RT 3.6.1. > > Too bad - you need to find youself some Gl?hwein and Erbsensuppe ... > > > Whats going on at the MIT? > > Still plugging away with RT 3.4.2, fully in production since June. I have > copied some 3.6.1 features though, which is why I was looking at the Bulk > check boxes yesterday. The default setting for the ticket list boxes is in > /Elements/RT__Ticket/ColumnMap - there's an entry > > '_CHECKBOX' => { > attribute => 'checkbox', > title => loc('Update'), > align => 'right', > value => sub { return \(' class="checkbox" > name="UpdateTicket'.$_[0]->id.'" value="1" checked />') } > }, > > You can change this file or override this particular column definition in > a > callback. > > Good luck, > Steve > > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From bijayant4u at yahoo.com Wed Dec 13 04:54:31 2006 From: bijayant4u at yahoo.com (bijayant kumar) Date: Wed, 13 Dec 2006 09:54:31 +0000 (GMT) Subject: [rt-users] Rt -3.6.1 giving problem with dev-db/mysql-5.0.26-r1 Message-ID: <160506.43067.qm@web32703.mail.mud.yahoo.com> Hi to all, I was running rt-3.6.1 with dev-db/mysql-4.1.21. But in my server, mysql has upgraded to dev-db/mysql-5.0.26-r1. Now the RT is not running after the upgradation of mysql. Here i am giving my apache log [Wed Dec 13 15:07:13 2006] [error] [client 192.168.99.183] install_driver(mysql) failed: Can't load '/usr/lib/perl5/vendor_perl/5.8.7/i686-linux/auto/DBD/mysql/mysql.so' for module DBD::mysql: libmysqlclient.so.14: cannot open shared object file: No such file or directory at /usr/lib/perl5/5.8.8/i686-linux/DynaLoader.pm line 230.\n at (eval 200) line 3\nCompilation failed in require at (eval 200) line 3.\nPerhaps a required shared library or dll isn't installed where expected\n at /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 106\n Have any one came across to this problem, then please give me the required solution. I will be very thankful to you all. Regards Bijayant Kumar Bijayant Kumar Send instant messages to your online friends http://uk.messenger.yahoo.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From alain.forcioli at gmail.com Wed Dec 13 05:18:06 2006 From: alain.forcioli at gmail.com (Alain Forcioli) Date: Wed, 13 Dec 2006 11:18:06 +0100 Subject: [rt-users] Saved Searches for users Message-ID: <6766210612130218m2b66d359m63ac9e1cb5631958@mail.gmail.com> Hello, I'm using RT 3.4.4. I have a customer for which I want to provide some predefined saved searches. So I added the following rights on Global > Users > mycustomeruser : - *SavedSearch* - ModifySelf When my customer open a RT session, he doesn't see the Ticket menu in the right panel and he can't acces to the saved searches. No panel or tab is displayed to acces them. Thank you for your help. -- Alain FORCIOLI -------------- next part -------------- An HTML attachment was scrubbed... URL: From jarends at uiuc.edu Wed Dec 13 10:16:40 2006 From: jarends at uiuc.edu (John Arends) Date: Wed, 13 Dec 2006 09:16:40 -0600 Subject: [rt-users] Time Left Message-ID: <45801958.7010009@uiuc.edu> This may be something simple, but it does not appear that the "Time Left" field gets updated automatically as people make changes to the time worked as each comment is appended to a ticket. If Time Left does not get updated automatically, it does not seem to be that useful of a field. Has anyone tried this? From theillien at yahoo.com Wed Dec 13 10:38:26 2006 From: theillien at yahoo.com (Mathew) Date: Wed, 13 Dec 2006 10:38:26 -0500 Subject: [rt-users] Shredder User Plugin - Email Regex Message-ID: <45801E72.8020705@yahoo.com> I've been running a script that calls rtx-shredder directly passing an email from an array. However, I get a lot of emails that I need to get rid of which contain hyphens. What do I add those to the Users plugin email regex in order to allow hyphens? Mathew From vivek at khera.org Wed Dec 13 11:43:38 2006 From: vivek at khera.org (Vivek Khera) Date: Wed, 13 Dec 2006 11:43:38 -0500 Subject: [rt-users] bounce handling In-Reply-To: References: Message-ID: On Dec 11, 2006, at 4:56 PM, Vivek Khera wrote: > I'm trying to figure out how to append bounce notices to tickets. > Basically, if a bounce comes in to my return-path address, I want > to scan it for evidence of a bounce from RT. If it finds it, > append the message (or just the DSN report part if it is a DSN) to > the offending ticket. Written, tested, and posted to http://wiki.bestpractical.com/index.cgi?RtBounceHandler That page needs to be "despammed" as the links in it are flagged in red, which hopefully can be cleared up. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2530 bytes Desc: not available URL: From vivek at khera.org Wed Dec 13 11:54:42 2006 From: vivek at khera.org (Vivek Khera) Date: Wed, 13 Dec 2006 11:54:42 -0500 Subject: [rt-users] bounce handling In-Reply-To: References: Message-ID: <865E0235-D628-4B29-928D-B95CADE632AA@khera.org> On Dec 13, 2006, at 11:43 AM, Vivek Khera wrote: > http://wiki.bestpractical.com/index.cgi?RtBounceHandler > > That page needs to be "despammed" as the links in it are flagged in > red, which hopefully can be cleared up. > Apparently mere mortals are not allowed to download attachments, so if anyone wants it email me until that is fixed on the wiki... or is there some other way to post scripts into the wiki without painful reformatting? -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2530 bytes Desc: not available URL: From jesse at bestpractical.com Wed Dec 13 12:24:05 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 13 Dec 2006 12:24:05 -0500 Subject: [rt-users] Rt -3.6.1 giving problem with dev-db/mysql-5.0.26-r1 In-Reply-To: <160506.43067.qm@web32703.mail.mud.yahoo.com> References: <160506.43067.qm@web32703.mail.mud.yahoo.com> Message-ID: You likely need to rebuild DBD::mysq ince the library it uses has been changed out from under it. l On Dec 13, 2006, at 4:54 AM, bijayant kumar wrote: > Hi to all, > I was running rt-3.6.1 with dev-db/mysql-4.1.21. But in > my server, mysql has upgraded to dev-db/mysql-5.0.26-r1. Now the RT > is not running after the upgradation of mysql. > > Here i am giving my apache log > > [Wed Dec 13 15:07:13 2006] [error] [client 192.168.99.183] > install_driver(mysql) failed: Can't load '/usr/lib/perl5/ > vendor_perl/5.8.7/i686-linux/auto/DBD/mysql/mysql.so' for module > DBD::mysql: libmysqlclient.so.14: cannot open shared object file: > No such file or directory at /usr/lib/perl5/5.8.8/i686-linux/ > DynaLoader.pm line 230.\n at (eval 200) line 3\nCompilation failed > in require at (eval 200) line 3.\nPerhaps a required shared library > or dll isn't installed where expected\n at /usr/lib/perl5/ > vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 106\n > > > Have any one came across to this problem, then please give me the > required solution. I will be very thankful to you all. > > Regards > Bijayant Kumar > > > Bijayant Kumar > Send instant messages to your online friends http:// > uk.messenger.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 -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2495 bytes Desc: not available URL: From phil at ticketmaster.com Wed Dec 13 15:36:44 2006 From: phil at ticketmaster.com (Phil Dibowitz) Date: Wed, 13 Dec 2006 12:36:44 -0800 Subject: [rt-users] Bug with rights granted to roles. (RT#8071) Message-ID: <4580645C.9090403@ticketmaster.com> Hey folks, I opened RT 8071 (http://rt3.fsck.com/Ticket/Display.html?id=8071) for this, but I wanted to jump on the list and see if anyone can help me debug further or offer any other help. After an upgrade from 3.0.8 to 3.6.1, rights granted to roles (in this case AdminCC, done globally), don't work. I picked one specific access and followed it through the code... ModifyCustomFields. I modified Principal_Overlay.pm to print out the SQL query, and it's: SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'ModifyCustomField') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND Principals.PrincipalType = 'Group' AND Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = 38665 AND ((ACL.ObjectType = 'RT::CustomField' AND ACL.ObjectId = 19) OR (ACL.ObjectType = 'RT::System')) AND ACL.PrincipalType = Groups.Type AND ((Groups.Domain = 'RT::CustomField-Role' AND Groups.Instance = '19') OR (Groups.Domain = 'RT::System-Role')) LIMIT 1; Everyone of those conditions is true... EXCEPT for: CachedGroupMembers.MemberId = 38665 That query converges on Principals.id 9 (and GroupId 9), but none of the rows in CachedGroupMembers have a GroupId=9. I suspect a bug in the updating of that CachedGroupMembers table - but I can't figure out where. On a very related note, it turns out that you cannot assign the ModifyCustomFields permission within a queue to a given group. In other words, if I go to Configuration -> Queues -> -> Group rights the ModifyCustomField right isn't in the list for any of the groups! So the only way I can give people access to modify custom fields at this point is to give it to people globally rather than at their queue level, which is fairly problematic. Any help would be appreciated. -- Phil Dibowitz P: 310-360-2330 C: 213-923-5115 Unix Admin, Ticketmaster.com "Never write it in C if you can do it in 'awk'; Never do it in 'awk' if 'sed' can handle it; Never use 'sed' when 'tr' can do the job; Never invoke 'tr' when 'cat' is sufficient; Avoid using 'cat' whenever possible" -- Taylor's Laws of Programming -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 252 bytes Desc: OpenPGP digital signature URL: From jarends at uiuc.edu Wed Dec 13 16:41:20 2006 From: jarends at uiuc.edu (John Arends) Date: Wed, 13 Dec 2006 15:41:20 -0600 Subject: [rt-users] Defaults for My RT Message-ID: <45807380.80400@uiuc.edu> I can go into Preferences for my user and decide which elements I want to appear as a part of my home screen. Is there a way I can set this up as a default for other users so the first time they log in we have it set up the way we want them to see it? From chris at clanhobbs.org Wed Dec 13 16:45:28 2006 From: chris at clanhobbs.org (Chris Hobbs) Date: Wed, 13 Dec 2006 13:45:28 -0800 Subject: [rt-users] Defaults for My RT In-Reply-To: <45807380.80400@uiuc.edu> References: <45807380.80400@uiuc.edu> Message-ID: <45807478.1090308@clanhobbs.org> Is this what you're after? It's in 3.6.1, not sure when it was added. It does not appear to be in my 3.4.5 install. # $HomepageComponents is an arrayref of allowed components on a user's # customized homepage ("RT at a glance"). Set($HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage)]); John Arends wrote: > I can go into Preferences for my user and decide which elements I want > to appear as a part of my home screen. > > Is there a way I can set this up as a default for other users so the > first time they log in we have it set up the way we want them to see it? > _______________________________________________ > 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 From alecclews at gmail.com Wed Dec 13 19:00:46 2006 From: alecclews at gmail.com (Alec Clews) Date: Thu, 14 Dec 2006 11:00:46 +1100 Subject: [rt-users] Eclipse Mylar task interface and RT Message-ID: <3c2b63c00612131600i6e56c98fh708d507bdf94f0b1@mail.gmail.com> G'Day, Has anyone seen the Eclipse Mylar project? (http://www.eclipse.org/mylar/) According to the site blurb it is an attempt to integrate tickets into Eclipse. You can vote for an RT integration using bug 154257 Cheers -- Alec Clews Melbourne, Australia. Jabber: alecclews at jabber.org.au PGPKey ID: 0x9BBBFC7C blog:http://alecthegeek.wordpress.com/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Wed Dec 13 21:27:32 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 13 Dec 2006 18:27:32 -0800 Subject: [rt-users] Defaults for My RT In-Reply-To: <45807380.80400@uiuc.edu> Message-ID: <20061214023713.ED6E44D809E@diesel.bestpractical.com> This feature is coming in rt 3.6.2. ------- Original message ------- From: John Arends Sent: 12/13, 15:41 > I can go into Preferences for my user and decide which elements I want > to appear as a part of my home screen. > > Is there a way I can set this up as a default for other users so the > first time they log in we have it set up the way we want them to see it? > _______________________________________________ > 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 > From jarends at uiuc.edu Thu Dec 14 00:51:20 2006 From: jarends at uiuc.edu (John Arends) Date: Wed, 13 Dec 2006 23:51:20 -0600 Subject: [rt-users] Defaults for My RT In-Reply-To: <20061214023713.ED6E44D809E@diesel.bestpractical.com> References: <20061214023713.ED6E44D809E@diesel.bestpractical.com> Message-ID: <33DEF1F0-D076-4F73-9738-B7F58A89609E@uiuc.edu> How far off is 3.6.2? On Dec 13, 2006, at 8:27 PM, Jesse Vincent wrote: > This feature is coming in rt 3.6.2. > > ------- Original message ------- > From: John Arends > Sent: 12/13, 15:41 > >> I can go into Preferences for my user and decide which elements I >> want >> to appear as a part of my home screen. >> >> Is there a way I can set this up as a default for other users so the >> first time they log in we have it set up the way we want them to >> see it? >> _______________________________________________ >> 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 >> From eichhorn at ponton-consulting.de Thu Dec 14 05:57:17 2006 From: eichhorn at ponton-consulting.de (=?UTF-8?B?SsO2cmcgRWljaGhvcm4=?=) Date: Thu, 14 Dec 2006 11:57:17 +0100 Subject: [rt-users] Eclipse Mylar task interface and RT In-Reply-To: <3c2b63c00612131600i6e56c98fh708d507bdf94f0b1@mail.gmail.com> References: <3c2b63c00612131600i6e56c98fh708d507bdf94f0b1@mail.gmail.com> Message-ID: <45812E0D.2090500@ponton-consulting.de> Here is the direct link for the ticket on the Mylar site: https://bugs.eclipse.org/bugs/show_bug.cgi?id=154257 From ruslan.zakirov at gmail.com Thu Dec 14 07:25:03 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 14 Dec 2006 15:25:03 +0300 Subject: [rt-users] bounce handling In-Reply-To: References: Message-ID: <589c94400612140425i13a62dd0v78c0fd49a370d335@mail.gmail.com> I saw http://search.cpan.org/dist/Mail-DeliveryStatus-BounceParser/ on the CPAN that could help parse bounces. On 12/13/06, Vivek Khera wrote: > > On Dec 11, 2006, at 4:56 PM, Vivek Khera wrote: > > > I'm trying to figure out how to append bounce notices to tickets. > > Basically, if a bounce comes in to my return-path address, I want > > to scan it for evidence of a bounce from RT. If it finds it, > > append the message (or just the DSN report part if it is a DSN) to > > the offending ticket. > > Written, tested, and posted to > > http://wiki.bestpractical.com/index.cgi?RtBounceHandler > > That page needs to be "despammed" as the links in it are flagged in > red, which hopefully can be cleared up. > > > > _______________________________________________ > 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 > > > -- Best regards, Ruslan. From rmo at eurotux.com Thu Dec 14 07:40:30 2006 From: rmo at eurotux.com (Ricardo Manuel Oliveira) Date: Thu, 14 Dec 2006 12:40:30 +0000 Subject: [rt-users] images in RTFM articles Message-ID: <4581463E.8080306@eurotux.com> Hi, We're using RT and TFM for several years now, but recently we started using RTFM to store information regarding our clients's infra-structures. Appart from a lot of textual information regarding the support & maintenance of the infra-structures, we have an image which describes the network of the client. I've implemented this with a custom field (upload one image) in these classes of articles. Apparently, RTFM limits the height of the image to 64 pixels while displaying the article. We can, obviously, click the image and see it in its real size, but experience tells me that we need all the information available in one screen, so that our techs can get to it more quickly. Is this a bug, a known limitation, a feature or something you thing makes sense? How can I change this behaviour? BTW, the generated HTML code (regarding the "upload one image" field) is: mvti-braga.png Best of regards, Ricardo Oliveira -- Ricardo Manuel Oliveira Eurotux Inform?tica, SA Tel: +351 253257395 // +351 919475934 Fax: +351 253257396 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 251 bytes Desc: OpenPGP digital signature URL: From vivek at khera.org Thu Dec 14 10:03:56 2006 From: vivek at khera.org (Vivek Khera) Date: Thu, 14 Dec 2006 10:03:56 -0500 Subject: [rt-users] bounce handling In-Reply-To: <589c94400612140425i13a62dd0v78c0fd49a370d335@mail.gmail.com> References: <589c94400612140425i13a62dd0v78c0fd49a370d335@mail.gmail.com> Message-ID: On Dec 14, 2006, at 7:25 AM, Ruslan Zakirov wrote: > I saw http://search.cpan.org/dist/Mail-DeliveryStatus-BounceParser/ on > the CPAN that could help parse bounces. Nice! I'll be updating my script today ;-) -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2530 bytes Desc: not available URL: From marek.dabrowski at infor.pl Thu Dec 14 10:16:36 2006 From: marek.dabrowski at infor.pl (Marek Dabrowski) Date: Thu, 14 Dec 2006 16:16:36 +0100 Subject: [rt-users] Email attachments with no ASCI chars Message-ID: <45816AD4.7030704@infor.pl> Hello firends Last week I introduced RT in my company. It's working great, but appear litle problem with attachments send by users. Attachments which have no ASCI chars in name of file (ISO-8859-2 or Windows-1251) RT is showing as binary data. It's any manner to resolve this problem? Regards Marek From scott at MIT.EDU Thu Dec 14 10:30:05 2006 From: scott at MIT.EDU (Scott Ehrlich) Date: Thu, 14 Dec 2006 10:30:05 -0500 (EST) Subject: [rt-users] RT, FC5 and questions Message-ID: I've got RT successfully installed on Redhat's Fedora Core 5. It will probably be used for manual ticket creation (granted rt is designed to autocreate a ticket via an email queue). For manual creation, it would be nice to enter a person's name and have rt query an existing LDAP server to show available people from whom to select. Secondly, what is the easiest way, via the web interface, to create a monthly report of tickets closed? We will also want to create queues for different departments, so having a monthly summary reflecting closed tickets per department, in a single-page, would be most appreciated. Thanks for any help. Scott From jarends at uiuc.edu Thu Dec 14 10:32:35 2006 From: jarends at uiuc.edu (John Arends) Date: Thu, 14 Dec 2006 09:32:35 -0600 Subject: [rt-users] Difference between Message-ID: <45816E93.1010207@uiuc.edu> In the RT config file, what is the difference between $DatabaseHost and $DatabaseRTHost? They both have the same initial value of localhost. Why are there two values? From johnp at fmgsupport.com Thu Dec 14 10:22:37 2006 From: johnp at fmgsupport.com (John Parker) Date: Thu, 14 Dec 2006 15:22:37 -0000 Subject: [rt-users] FW: Crystal/ Ice l Reports Message-ID: <9F5C85218E0B6341ABA8C63A9E142B800232E417@RALPH.fmggroup.com> -----Original Message----- From: Terry Primus Sent: 14 December 2006 15:12 To: Andy Dunning; John Parker Subject: Crystal/ Ice l Reports Could you please add Jason Williams to my team for the purpose of Ice Monitor & Crystal reports please. Many thanks Terry Have you received exemplary service from one of our employees? You can nominate them for Spirit06 awards by emailing us at mailto:spirit06 at fmgsupport.com The awards are designed to recognise and celebrate those employees who make a difference to the company by living the FMG Support values as they carry out their role. ********************************************************************************************** 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 ruslan.zakirov at gmail.com Thu Dec 14 10:34:39 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 14 Dec 2006 18:34:39 +0300 Subject: [rt-users] Email attachments with no ASCI chars In-Reply-To: <45816AD4.7030704@infor.pl> References: <45816AD4.7030704@infor.pl> Message-ID: <589c94400612140734l1cb7f6b7td5d69b1dea471a8e@mail.gmail.com> try the latest release candidate of RT 3.6.2. On 12/14/06, Marek Dabrowski wrote: > Hello firends > > Last week I introduced RT in my company. It's working great, but appear > litle problem with attachments send by users. Attachments which have no > ASCI chars in name of file (ISO-8859-2 or Windows-1251) RT is showing as > binary data. It's any manner to resolve this problem? > > Regards > Marek > _______________________________________________ > 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 > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Thu Dec 14 11:01:55 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 14 Dec 2006 19:01:55 +0300 Subject: [rt-users] Shredder User Plugin - Email Regex In-Reply-To: <45801E72.8020705@yahoo.com> References: <45801E72.8020705@yahoo.com> Message-ID: <589c94400612140801k4f8fe0a4i8d12769db5a8b9d@mail.gmail.com> I've dropped that validation part and uploaded shredder 0.04_01 to the CPAN. Also, it has new option 'no_tickets' in Users plugin. On 12/13/06, Mathew wrote: > I've been running a script that calls rtx-shredder directly passing an > email from an array. However, I get a lot of emails that I need to get > rid of which contain hyphens. What do I add those to the Users plugin > email regex in order to allow hyphens? > > 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 > -- Best regards, Ruslan. From law at nellymoser.com Thu Dec 14 12:13:52 2006 From: law at nellymoser.com (Lee Whalen) Date: Thu, 14 Dec 2006 12:13:52 -0500 Subject: [rt-users] blew away /opt/rt3, saved the db. Now things "ain't right" Message-ID: <45818650.9040806@nellymoser.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA256 So, for various reasons (all of them stupid), I found that I have blown away my /opt partition and with it the perl files for RT and RT_SiteConfig.pm. Thankfully, the database is intact, but I'm running into some display problems. When I access RT now, all my java and stylesheets have gone away. Viewing the source shows that the page is generated referencing the following: etc. Note the "//NoAuth/css/print.css" Shouldn't that be something like "rt.mycompany.com/NoAuth/css/print.css"? I've got my $WebBaseURL and $WebPath set correctly ("http://rt.mycompany.com" and "/", respectively), what else could be causing that? Any help or suggestions would be well appreciated! Many thanks! - --Lee -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.5 (MingW32) iD8DBQFFgYZQ/GIjcntH9rURCBxLAKDGoP3LiJlV6LCEO43oylp8NoqmpACg4d9A v12f7B481tBagjgTWSocbQM= =iFMO -----END PGP SIGNATURE----- From epeterson at edc.org Thu Dec 14 12:46:57 2006 From: epeterson at edc.org (Peterson, Erik) Date: Thu, 14 Dec 2006 12:46:57 -0500 Subject: [rt-users] blew away /opt/rt3, saved the db. Now things "ain't right" In-Reply-To: <45818650.9040806@nellymoser.com> Message-ID: > etc. Note the "//NoAuth/css/print.css" Shouldn't that be something > like "rt.mycompany.com/NoAuth/css/print.css"? I've got my $WebBaseURL > and $WebPath set correctly ("http://rt.mycompany.com" and "/", > respectively), what else could be causing that? Hi Lee, You shouldn't need the server path in front since it is a "relative" URL. My installations all have the same URL as you show above and they work fine. The problem is probably that they aren't being interpreted correctly. Can you access them directly? If you go to: http://rt.mycompany.com/NoAuth/css/print.css You should either see the CSS file as a text file or download, what you don't want to see is something that starts with: > %# BEGIN BPS TAGGED BLOCK {{{ > %# > %# COPYRIGHT: > %# Also, if you're using Apache, check the config to make sure that you're not using the default handler for all of /NoAuth, but rather just images: > > SetHandler default-handler > From kerrboy at gmail.com Thu Dec 14 13:04:23 2006 From: kerrboy at gmail.com (Brian Kerr) Date: Thu, 14 Dec 2006 13:04:23 -0500 Subject: [rt-users] more full context search mysql problems Message-ID: RT 3.4.5, MySQL 4.1.18 If I perform a search for "Content like mysearchterm" the following long-running queries are run on the DB: # Time: 061214 12:52:16 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 13 Lock_time: 0 Rows_sent: 1 Rows_examined: 546064 SELECT COUNT(DISTINCT main.id) FROM Tickets main , Transactions Transactions_1, Attachments Attachments_2 WHERE ((Transactions_1.ObjectType = 'RT::Ticket')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( ( (Attachments_2.Content LIKE '%mycontentsearch%')AND(Attachments_2.TransactionId = Transactions_1.id)AND(main.id = Transactions_1.ObjectId) ) ); # Time: 061214 12:52:28 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 12 Lock_time: 0 Rows_sent: 1 Rows_examined: 546064 SELECT COUNT(DISTINCT main.id) FROM Tickets main , Transactions Transactions_1, Attachments Attachments_2 WHERE ((Transactions_1.ObjectType = 'RT::Ticket')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( ( (Attachments_2.Content LIKE '%mycontentsearch%')AND(Attachments_2.TransactionId = Transactions_1.id)AND(main.id = Transactions_1.ObjectId) ) ); # Time: 061214 12:52:41 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 13 Lock_time: 0 Rows_sent: 1 Rows_examined: 546066 SELECT COUNT(DISTINCT main.id) FROM Tickets main , Transactions Transactions_1, Attachments Attachments_2 WHERE ((Transactions_1.ObjectType = 'RT::Ticket')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( ( (Attachments_2.Content LIKE '%mycontentsearch%')AND(Attachments_2.TransactionId = Transactions_1.id)AND(main.id = Transactions_1.ObjectId) ) ); # Time: 061214 12:52:53 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 12 Lock_time: 0 Rows_sent: 563 Rows_examined: 547192 SELECT DISTINCT main.* FROM Tickets main , Transactions Transactions_1, Attachments Attachments_2 WHERE ((Transactions_1.ObjectType = 'RT::Ticket')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( ( (Attachments_2.Content LIKE '%mycontentsearch%')AND(Attachments_2.TransactionId = Transactions_1.id)AND(main.id = Transactions_1.ObjectId) ) ) ORDER BY main.id ASC; It looks like it is running the same expensive query 3 times in a row for some reason. Is this nessecary? Also, do you guys add indices to your attachments tables? mysql> explain SELECT COUNT(DISTINCT main.id) FROM Tickets main , Transactions Transactions_1, Attachments Attachments_2 WHERE ((Transactions_1.ObjectType = 'RT::Ticket')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( ( (Attachments_2.Content LIKE '%mycontentsearch%')AND(Attachments_2.TransactionId = Transactions_1.id)AND(main.id = Transactions_1.ObjectId) ) ); +----+-------------+----------------+--------+---------------------------+---------+---------+---------------------------------+--------+-------------+ | id | select_type | table | type | possible_keys | key | key_len | ref | rows | Extra | +----+-------------+----------------+--------+---------------------------+---------+---------+---------------------------------+--------+-------------+ | 1 | SIMPLE | Attachments_2 | ALL | Attachments2 | NULL | NULL | NULL | 409952 | Using where | | 1 | SIMPLE | Transactions_1 | eq_ref | PRIMARY,Transactions1 | PRIMARY | 4 | rt3.Attachments_2.TransactionId | 1 | Using where | | 1 | SIMPLE | main | eq_ref | PRIMARY,Tickets4,Tickets5 | PRIMARY | 4 | rt3.Transactions_1.ObjectId | 1 | Using where | +----+-------------+----------------+--------+---------------------------+---------+---------+---------------------------------+--------+-------------+ 3 rows in set (0.00 sec) From chris at bluenoteweb.com Thu Dec 14 13:17:59 2006 From: chris at bluenoteweb.com (Chris Dunning) Date: Thu, 14 Dec 2006 12:17:59 -0600 Subject: [rt-users] "could not load valid user" Message-ID: <45819557.6000909@bluenoteweb.com> I've been using RT 3.4.5 for some time now and with much success. Today I upgraded to the latest 3.6.1. The web interface is looking good but I can't get email piping to work - we make heavy use of that. My alias file has this line: helpdesk: "|/usr/local/rt/bin/rt-mailgate --queue 'General' --url http://rt.bluenoteweb.com/" Using 3.4.5 I did not have the "--queue 'General'" in there, it automatically created the ticket in the General queue if nothing else was specified. After the upgrade it gave me an error about not being able to find the queue, so I added that. Now I am seeing this error in the logs: Dec 14 12:17:44 beethoven RT: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email (chris at bluenoteweb.com). You might need to grant 'Everyone' the right 'CreateTicket' for the queue General. (/usr/local/rt/lib/RT/Interface/Email.pm:241) Dec 14 12:17:44 beethoven RT: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email. (/usr/local/rt/lib/RT/Interface/Email.pm:241) Dec 14 12:17:44 beethoven RT: Could not record email: Could not load a valid user (/usr/local/rt/share/html/REST/1.0/NoAuth/mail-gateway:73) The second error message is returned to the requester and copied to me. I have tried this using non-privileged users, email addresses that were not previously in the database, and privileged users. In all cases an emailed message is returned with this same error. I tried replying to a ticket through the web interface and then replying to the reply - same error. The group "everybody" definitely has rights to "createticket" in the general queue. I have double and triple checked that setting. I have looked through the wiki and the mailing list archives. Everything I've found I've tried and with no luck. The rights are set correctly. We are not using LDAP or any external authentication. What's the next step to try? From ruslan.zakirov at gmail.com Thu Dec 14 15:06:25 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 14 Dec 2006 23:06:25 +0300 Subject: [rt-users] Difference between In-Reply-To: <45816E93.1010207@uiuc.edu> References: <45816E93.1010207@uiuc.edu> Message-ID: <589c94400612141206r2d432562ne28f487e233e0bd6@mail.gmail.com> The latter one is important for setups with RT server and RT's DB on different hosts. On 12/14/06, John Arends wrote: > In the RT config file, what is the difference between $DatabaseHost and > $DatabaseRTHost? They both have the same initial value of localhost. Why > are there two values? > _______________________________________________ > 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 > -- Best regards, Ruslan. From jesse at bestpractical.com Thu Dec 14 12:53:40 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 14 Dec 2006 09:53:40 -0800 Subject: [rt-users] Difference between In-Reply-To: <45816E93.1010207@uiuc.edu> References: <45816E93.1010207@uiuc.edu> Message-ID: <696B2D5F-228D-4884-A128-FAB0EC9FBC9E@bestpractical.com> On Dec 14, 2006, at 7:32 AM, John Arends wrote: > In the RT config file, what is the difference between $DatabaseHost > and $DatabaseRTHost? They both have the same initial value of > localhost. Why are there two values? > DatabaseHost is "where should RT find the database" DatabaseRTHost is "where should the database expect RT to be coming from?" > _______________________________________________ > 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 > -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2495 bytes Desc: not available URL: From jarends at uiuc.edu Thu Dec 14 16:17:15 2006 From: jarends at uiuc.edu (John Arends) Date: Thu, 14 Dec 2006 15:17:15 -0600 Subject: [rt-users] Difference between In-Reply-To: <589c94400612141206r2d432562ne28f487e233e0bd6@mail.gmail.com> References: <45816E93.1010207@uiuc.edu> <589c94400612141206r2d432562ne28f487e233e0bd6@mail.gmail.com> Message-ID: <4581BF5B.50204@uiuc.edu> I'm not sure I understand the difference from your explanation. If RT's database is on an external host, I'd want to use $DatabaseHost with the value of the database server's hostname. So what is $DatabaseRTHost? Ruslan Zakirov wrote: > The latter one is important for setups with RT server and RT's DB on > different hosts. > > On 12/14/06, John Arends wrote: >> In the RT config file, what is the difference between $DatabaseHost and >> $DatabaseRTHost? They both have the same initial value of localhost. Why >> are there two values? >> _______________________________________________ >> 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 >> > > From chris at bluenoteweb.com Thu Dec 14 16:22:31 2006 From: chris at bluenoteweb.com (Chris Dunning) Date: Thu, 14 Dec 2006 15:22:31 -0600 Subject: [rt-users] "could not load valid user" In-Reply-To: <45819557.6000909@bluenoteweb.com> References: <45819557.6000909@bluenoteweb.com> Message-ID: <4581C097.8010803@bluenoteweb.com> After entirely too much time spent working with this, I figured out the problem. In 3.4.5, RT assumed that if 'action' was not given it was 'correspond.' Adding '--action correspond' to the aliases line takes care of it. I think the error message is quite a bit misleading, but I did figure it out eventually. I'll see if there's a place in the wiki where I can put this. Chris Dunning wrote: > Using 3.4.5 I did not have the "--queue 'General'" in there, it > automatically created the ticket in the General queue if nothing else > was specified. After the upgrade it gave me an error about not being > able to find the queue, so I added that. Now I am seeing this error in > the logs: > > Dec 14 12:17:44 beethoven RT: RT could not load a valid user, and RT's > configuration does not allow for the creation of a new user for this > email (chris at bluenoteweb.com). You might need to grant 'Everyone' the > right 'CreateTicket' for the queue General. > (/usr/local/rt/lib/RT/Interface/Email.pm:241) > Dec 14 12:17:44 beethoven RT: RT could not load a valid user, and RT's > configuration does not allow for the creation of a new user for your > email. (/usr/local/rt/lib/RT/Interface/Email.pm:241) > Dec 14 12:17:44 beethoven RT: Could not record email: Could not load a > valid user (/usr/local/rt/share/html/REST/1.0/NoAuth/mail-gateway:73) > From mpressly at claborn.net Thu Dec 14 16:21:50 2006 From: mpressly at claborn.net (Matthew Pressly) Date: Thu, 14 Dec 2006 15:21:50 -0600 Subject: [rt-users] Trigger email from complex custom scrip action In-Reply-To: <20061207223947.GT19437@pyrite.graphics> References: <20061207223947.GT19437@pyrite.graphics> Message-ID: <20061214212150.GA7261@pyrite.graphics> On Thu, Dec 07, 2006 at 04:39:47PM -0600, Matthew Pressly wrote: [...] > Is there some way to trigger an event or transaction during the > scrip whose sole purpose would be to trigger a separate scrip to > run from "Queue B/C" to send the email? How would I go about doing > this? > I used a workaround and rearranged the order of some of the steps done in the custom scrip action, but I still would like to find out the answer to this question: does anyone have any examples they could share of how to create a (custom) transaction from within a scrip action to use for triggering subsequent events? -- Matthew From ruslan.zakirov at gmail.com Thu Dec 14 16:47:42 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 15 Dec 2006 00:47:42 +0300 Subject: [rt-users] Difference between In-Reply-To: <4581BF5B.50204@uiuc.edu> References: <45816E93.1010207@uiuc.edu> <589c94400612141206r2d432562ne28f487e233e0bd6@mail.gmail.com> <4581BF5B.50204@uiuc.edu> Message-ID: <589c94400612141347pc9926fdx22b42f707163b76c@mail.gmail.com> On 12/15/06, John Arends wrote: > I'm not sure I understand the difference from your explanation. If RT's > database is on an external host, I'd want to use $DatabaseHost with the > value of the database server's hostname. > > So what is $DatabaseRTHost? http://www.gossamer-threads.com/lists/rt/users/60014?search_string=DatabaseRTHost;#60014 Are you setting up RT and its DB on different hosts? > > Ruslan Zakirov wrote: > > The latter one is important for setups with RT server and RT's DB on > > different hosts. > > > > On 12/14/06, John Arends wrote: > >> In the RT config file, what is the difference between $DatabaseHost and > >> $DatabaseRTHost? They both have the same initial value of localhost. Why > >> are there two values? > >> _______________________________________________ > >> 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 > >> > > > > > -- Best regards, Ruslan. From jarends at uiuc.edu Thu Dec 14 16:50:47 2006 From: jarends at uiuc.edu (John Arends) Date: Thu, 14 Dec 2006 15:50:47 -0600 Subject: [rt-users] Difference between In-Reply-To: <589c94400612141347pc9926fdx22b42f707163b76c@mail.gmail.com> References: <45816E93.1010207@uiuc.edu> <589c94400612141206r2d432562ne28f487e233e0bd6@mail.gmail.com> <4581BF5B.50204@uiuc.edu> <589c94400612141347pc9926fdx22b42f707163b76c@mail.gmail.com> Message-ID: <4581C737.4090208@uiuc.edu> Yes. The database will be on a different host than RT. So $DatabaseRTHost is the host that RT is running on and is used for security? While $DatabaseHost is the host that the database is running on Ruslan Zakirov wrote: > On 12/15/06, John Arends wrote: >> I'm not sure I understand the difference from your explanation. If RT's >> database is on an external host, I'd want to use $DatabaseHost with the >> value of the database server's hostname. >> >> So what is $DatabaseRTHost? > http://www.gossamer-threads.com/lists/rt/users/60014?search_string=DatabaseRTHost;#60014 > > > Are you setting up RT and its DB on different hosts? > >> >> Ruslan Zakirov wrote: >> > The latter one is important for setups with RT server and RT's DB on >> > different hosts. >> > >> > On 12/14/06, John Arends wrote: >> >> In the RT config file, what is the difference between $DatabaseHost >> and >> >> $DatabaseRTHost? They both have the same initial value of >> localhost. Why >> >> are there two values? >> >> _______________________________________________ >> >> 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 >> >> >> > >> > >> > > From scott at MIT.EDU Thu Dec 14 16:48:34 2006 From: scott at MIT.EDU (Scott Ehrlich) Date: Thu, 14 Dec 2006 16:48:34 -0500 (EST) Subject: [rt-users] Help with LDAP and ticket stats Message-ID: I've got RT successfully installed on Redhat's Fedora Core 5 via a yum install. It will probably be used for manual ticket creation (granted rt is designed to autocreate a ticket via an email queue). For manual creation, it would be nice to enter a person's name and have rt query an existing LDAP server to show available people from whom to select. Secondly, what is the easiest way, via the web interface, to create a monthly report of tickets closed? We will also want to create queues for different departments, so having a monthly summary reflecting closed tickets per department, in a single-page, would be most appreciated. Thanks for any help. Scott From jmhanks1373 at hotmail.com Thu Dec 14 19:46:57 2006 From: jmhanks1373 at hotmail.com (Jared Hanks) Date: Thu, 14 Dec 2006 16:46:57 -0800 Subject: [rt-users] Rt3.6.1, Custom Field rights for certain field Message-ID: I have RT3.6.1 installed and have a bunch of queues set up for use for our IT department for service request/issues/etc. I would like for another department to have their own queue and be able to create/modify/assign custom fields and create/own/modify tickets for their queue, but I don't want them to be able to modify/assign any custom field that doesn't apply to them, or apply their own custom field to a queue that they don't have access to modify a ticket. Each group has access to 2 queues: A queue for technology related issues (has CreateTicket, ReplyToTicket, SeeQueue, and ShowTicket) A new queue for department related issues (has CreateTicket, ModifyTicket, OwnTicket, SeeQueue, ShowOutgoingEmail, ShowTicket, ShowTicketComments, StealTicket, TakeTicket) I would basically like a department to be able to do a lot of admin related things, but don't want them to be able to see/modify the other queue that they only have (has CreateTicket, ReplyToTicket, SeeQueue, and ShowTicket). Does anyone have any ideas about how I can go about doing this? Anyone done something similar? Any ideas would be greatly appreciated. Thanks, Jared _________________________________________________________________ Express yourself with gadgets on Windows Live Spaces http://discoverspaces.live.com?source=hmtag1&loc=us -------------- next part -------------- An HTML attachment was scrubbed... URL: From jmhanks1373 at hotmail.com Thu Dec 14 20:35:10 2006 From: jmhanks1373 at hotmail.com (Jared Hanks) Date: Thu, 14 Dec 2006 17:35:10 -0800 Subject: [rt-users] Rt3.6.1 "N" newest unowned tickets, returns wrong count and tickets not on one page Message-ID: I have a group that only has access to certain queues. In the "N" newest tickets on the homepage there are only 2 tickets listed, but when I select the link for "N" newest tickets it says it found 53 tickets and lists only 4 tickets on the first page and 2 tickets on the next page, instead of returning 6 tickets on the first page of the results. I thought that I might have seen someone post something on this, but am not able to find it. Does anyone know why this is happening, is it a bug, is it going to be fixed in the next release? Thanks, Jared _________________________________________________________________ Search from any Web page with powerful protection. Get the FREE Windows Live Toolbar Today! http://get.live.com/toolbar/overview -------------- next part -------------- An HTML attachment was scrubbed... URL: From theillien at yahoo.com Fri Dec 15 07:53:23 2006 From: theillien at yahoo.com (Mathew) Date: Fri, 15 Dec 2006 07:53:23 -0500 Subject: [rt-users] Shredder User Plugin - Email Regex In-Reply-To: <589c94400612140801k4f8fe0a4i8d12769db5a8b9d@mail.gmail.com> References: <45801E72.8020705@yahoo.com> <589c94400612140801k4f8fe0a4i8d12769db5a8b9d@mail.gmail.com> Message-ID: <45829AC3.1040003@yahoo.com> Very nice to hear. Thank you so much Mathew Ruslan Zakirov wrote: > I've dropped that validation part and uploaded shredder 0.04_01 to the > CPAN. > Also, it has new option 'no_tickets' in Users plugin. > > On 12/13/06, Mathew wrote: >> I've been running a script that calls rtx-shredder directly passing an >> email from an array. However, I get a lot of emails that I need to get >> rid of which contain hyphens. What do I add those to the Users plugin >> email regex in order to allow hyphens? >> >> 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 >> > > From theillien at yahoo.com Fri Dec 15 08:07:32 2006 From: theillien at yahoo.com (Mathew) Date: Fri, 15 Dec 2006 08:07:32 -0500 Subject: [rt-users] Shredder User Plugin - Email Regex In-Reply-To: <589c94400612140801k4f8fe0a4i8d12769db5a8b9d@mail.gmail.com> References: <45801E72.8020705@yahoo.com> <589c94400612140801k4f8fe0a4i8d12769db5a8b9d@mail.gmail.com> Message-ID: <45829E14.3010504@yahoo.com> One other quick question though. How do I prevent the message that I ran it without a CurrentUser? Mathew Ruslan Zakirov wrote: > I've dropped that validation part and uploaded shredder 0.04_01 to the > CPAN. > Also, it has new option 'no_tickets' in Users plugin. > > On 12/13/06, Mathew wrote: >> I've been running a script that calls rtx-shredder directly passing an >> email from an array. However, I get a lot of emails that I need to get >> rid of which contain hyphens. What do I add those to the Users plugin >> email regex in order to allow hyphens? >> >> 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 >> > > From Richard.Ellis at Sun.COM Fri Dec 15 07:31:30 2006 From: Richard.Ellis at Sun.COM (Richard Ellis) Date: Fri, 15 Dec 2006 12:31:30 +0000 Subject: [rt-users] queues not emailing Message-ID: <458295A2.50903@sun.com> Hi guys, On a well established RT 3.4.5 install on Solaris 9, I am seeing a problem with some queues not sending the mail back to the requester and/or Admin CC's, but others are. This isn't just new queues, but some long established and previously working queues. Nothing obvious in the RT.log, although I do have the following, which I think may be unrelated: root# tail rt.log (/opt/rt3/lib/RT/I18N.pm:226) [Fri Dec 15 10:59:32 2006] [info]: Successful login for root from xxx.xxx.xxx.xxx (/opt/rt3/share/html/autohandler:197) [Fri Dec 15 11:09:39 2006] [debug]: Guessed encoding: ascii (/opt/rt3/lib/RT/I18N.pm:396) [Fri Dec 15 11:09:39 2006] [debug]: Guessed encoding: ascii (/opt/rt3/lib/RT/I18N.pm:396) [Fri Dec 15 11:09:39 2006] [debug]: Converting 'ascii' to 'utf-8' for text/plain - Pricing Configuration (/opt/rt3/lib/RT/I18N.pm:226) [Fri Dec 15 11:11:28 2006] [debug]: Guessed encoding: ascii (/opt/rt3/lib/RT/I18N.pm:396) [Fri Dec 15 11:11:28 2006] [debug]: Guessed encoding: ascii (/opt/rt3/lib/RT/I18N.pm:396) [Fri Dec 15 11:11:28 2006] [debug]: Converting 'ascii' to 'utf-8' for text/plain - Pricing Configuration (/opt/rt3/lib/RT/I18N.pm:226) The sendmail aliases file is correct and validates, I can test using the general queue and some others that I know work, but cannot find a cause for the broken ones. Anyone any ideas on tracking this down. Thanks Richard From kelly.terry.jones at gmail.com Fri Dec 15 09:27:31 2006 From: kelly.terry.jones at gmail.com (Kelly Jones) Date: Fri, 15 Dec 2006 07:27:31 -0700 Subject: [rt-users] Suggestion: use checksum digits to avoid similar sounding numbers Message-ID: <26face530612150627j5b03417cg3920e255408d8abb@mail.gmail.com> RT currently numbers tickets sequentially. This works well in many cases, but, over the phone (for example), it's easy to confuse 76676 and 76767, for example. I suggest numbering tickets in such a way that there's a checksum digit (a la ISBN codes), perhaps something as simple as incrementing the count by 11 each time. A more sophisticated solution: generate the numbers so that 1 error can be detected *and* corrected. I'm guessing infinite sequences of numbers meeting the above property already exist and are well-known? -- We're just a Bunch Of Regular Guys, a collective group that's trying to understand and assimilate technology. We feel that resistance to new ideas and technology is unwise and ultimately futile. From ruslan.zakirov at gmail.com Fri Dec 15 14:14:08 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 15 Dec 2006 22:14:08 +0300 Subject: [rt-users] Shredder User Plugin - Email Regex In-Reply-To: <45829E14.3010504@yahoo.com> References: <45801E72.8020705@yahoo.com> <589c94400612140801k4f8fe0a4i8d12769db5a8b9d@mail.gmail.com> <45829E14.3010504@yahoo.com> Message-ID: <589c94400612151114y7620b2b8g311a31118b6239a2@mail.gmail.com> On 12/15/06, Mathew wrote: > One other quick question though. How do I prevent the message that I > ran it without a CurrentUser? I need more info, I don't see such message. > > Mathew > > Ruslan Zakirov wrote: > > I've dropped that validation part and uploaded shredder 0.04_01 to the > > CPAN. > > Also, it has new option 'no_tickets' in Users plugin. > > > > On 12/13/06, Mathew wrote: > >> I've been running a script that calls rtx-shredder directly passing an > >> email from an array. However, I get a lot of emails that I need to get > >> rid of which contain hyphens. What do I add those to the Users plugin > >> email regex in order to allow hyphens? > >> > >> 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 > >> > > > > > > -- Best regards, Ruslan. From c-gilmore at northwestern.edu Fri Dec 15 16:02:02 2006 From: c-gilmore at northwestern.edu (Christopher P. Gilmore) Date: Fri, 15 Dec 2006 15:02:02 -0600 Subject: [rt-users] The return of "Use of uninitialized value in substitution (s///) at /usr/local/rt3/lib/RT/Interface/Web.pm line 617" Message-ID: <45830D4A.2060107@northwestern.edu> I've got a brand new install of RT 3.6.1 installed on a FreeBSD 6.1 (p11) box via ports. Everything is mostly working. When any user goes into ticket management and selects Comment, Reply, or Resolve, an error is logged: Comment/Reply: Dec 15 14:12:02 mail RT: Use of uninitialized value in substitution (s///) at /usr/local/rt3/lib/RT/Interface/Web.pm line 617. (/usr/local/rt3/lib/RT/Interface/Web.pm:617) Resolve: Dec 15 14:12:35 mail RT: Use of uninitialized value in substitution (s///) at /usr/local/rt3/lib/RT/Interface/Web.pm line 617, line 1662. (/usr/local/rt3/lib/RT/Interface/Web.pm:617) I don't see anything broken. Comments, replies, resolving tickets... all work. I can stop the flood of error messages by setting the log level up to critical, but this obviously isn't a good long term solution. I saw the problems from a few months ago with CGI.pm, but I'm both running the current version (3.25) and am not having the same symptoms. Version info: RT 3.6.1 perl 5.8.8 DBIx::SearchBuilder v1.45 apache 2.2.3 mod_perl2 2.0.3 mysql 4.1.21 rt-test-dependencies -v can be summed up as "Everything was found." Thanks in advance for any help. -- Christopher Gilmore Systems Administrator, McCormick Administration From phil at ticketmaster.com Fri Dec 15 16:41:43 2006 From: phil at ticketmaster.com (Phil Dibowitz) Date: Fri, 15 Dec 2006 13:41:43 -0800 Subject: [rt-users] Request.* doesn't exist? Message-ID: <45831697.8060207@ticketmaster.com> If I try to create a new search with Requestor _anything_ ("Requestor Realname", "Requestor Email", etc.), then I get an error: Results Unknown field: Requestor.EmailAddress RT 3.6.1 Perl 5.8.4 Nothing interesting in the logs other than the usual unitialized values warnings. -- Phil Dibowitz P: 310-360-2330 C: 213-923-5115 Unix Admin, Ticketmaster.com "Never write it in C if you can do it in 'awk'; Never do it in 'awk' if 'sed' can handle it; Never use 'sed' when 'tr' can do the job; Never invoke 'tr' when 'cat' is sufficient; Avoid using 'cat' whenever possible" -- Taylor's Laws of Programming -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 252 bytes Desc: OpenPGP digital signature URL: From gentgeen at linuxmail.org Fri Dec 15 17:17:10 2006 From: gentgeen at linuxmail.org (Gentgeen) Date: Fri, 15 Dec 2006 17:17:10 -0500 Subject: [rt-users] Installing RT on an XO.com hosted server Message-ID: <20061215171710.2af7dff3@localhost.localdomain> I am wondering if anyone has tried installing RT on an XO.com hosted server. I have installed RT on my Debian test box, and the PHB liked it, so I would like to put it on the "offical" server. Looking over the wiki Install docs, it looks like everything will go OK, but just wanted to see if anyone else had tried already or not. -- http://gentgeen.homelinux.org ############################################################# Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company. - George Washington, Rules of Civility From ruslan.zakirov at gmail.com Fri Dec 15 17:41:20 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sat, 16 Dec 2006 01:41:20 +0300 Subject: [rt-users] Request.* doesn't exist? In-Reply-To: <45831697.8060207@ticketmaster.com> References: <45831697.8060207@ticketmaster.com> Message-ID: <589c94400612151441p2a2cdd3hf2f77a026d6f03cd@mail.gmail.com> try the latest release candidate of 3.6.2. On 12/16/06, Phil Dibowitz wrote: > If I try to create a new search with Requestor _anything_ ("Requestor > Realname", "Requestor Email", etc.), then I get an error: > > Results > Unknown field: Requestor.EmailAddress > > RT 3.6.1 > Perl 5.8.4 > > Nothing interesting in the logs other than the usual unitialized values > warnings. > > -- > Phil Dibowitz > P: 310-360-2330 C: 213-923-5115 > Unix Admin, Ticketmaster.com > > "Never write it in C if you can do it in 'awk'; > Never do it in 'awk' if 'sed' can handle it; > Never use 'sed' when 'tr' can do the job; > Never invoke 'tr' when 'cat' is sufficient; > Avoid using 'cat' whenever possible" -- Taylor's Laws of Programming > > > > > _______________________________________________ > 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 > > > -- Best regards, Ruslan. From nmetrowsky at digitalglobe.com Fri Dec 15 18:24:15 2006 From: nmetrowsky at digitalglobe.com (Nick Metrowsky) Date: Fri, 15 Dec 2006 16:24:15 -0700 Subject: [rt-users] Looking for an extension for keeping track of time on worked tickets Message-ID: Hi Everyone, My management wants the capability of having a running time capability for tickets that are opened and have the time from not accumulating when the ticket is in the stalled state. Has someone developed a utility which can keep track of a ticket's running time so when a user view the ticket, they can see how much time has elapsed since the ticket has been opened. Ideally, it would be nice to see this information displayed in the "Time Worked" field. The end result of this would be that reports can be generating showing the actual time it took someone to work on a ticket. I have the RTx::Statistics package, but these reports based the amount of time from when the ticket was created to the time it was closed, without taking into account the amount of time the ticket was in stalled state. Any ideas or code snippets would be most welcome. 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 theillien at yahoo.com Fri Dec 15 21:26:12 2006 From: theillien at yahoo.com (Mathew Snyder) Date: Fri, 15 Dec 2006 21:26:12 -0500 Subject: [rt-users] Shredder User Plugin - Email Regex In-Reply-To: <589c94400612151114y7620b2b8g311a31118b6239a2@mail.gmail.com> References: <45801E72.8020705@yahoo.com> <589c94400612140801k4f8fe0a4i8d12769db5a8b9d@mail.gmail.com> <45829E14.3010504@yahoo.com> <589c94400612151114y7620b2b8g311a31118b6239a2@mail.gmail.com> Message-ID: <45835944.2040409@yahoo.com> When running from the command line and executing this command: ./rtx-shredder --plugin 'Users=email,anyemail at address.com;status,any;replace_relations,Nobody' I get this output: SQL dump file is '/usr/local/rt-3.6.1/local/sbin/20061216T032436-0001.sql' [Sat Dec 16 03:24:36 2006] [err]: RT::User=HASH(0x98668f8) was created without a CurrentUser 1 (/usr/local/rt-3.6.1/lib/RT/Base.pm:92) Mathew Ruslan Zakirov wrote: > On 12/15/06, Mathew wrote: >> One other quick question though. How do I prevent the message that I >> ran it without a CurrentUser? > I need more info, I don't see such message. > >> >> Mathew >> >> Ruslan Zakirov wrote: >> > I've dropped that validation part and uploaded shredder 0.04_01 to the >> > CPAN. >> > Also, it has new option 'no_tickets' in Users plugin. >> > >> > On 12/13/06, Mathew wrote: >> >> I've been running a script that calls rtx-shredder directly passing an >> >> email from an array. However, I get a lot of emails that I need to >> get >> >> rid of which contain hyphens. What do I add those to the Users plugin >> >> email regex in order to allow hyphens? >> >> >> >> 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 >> >> >> > >> > >> >> > > From tharney at connectedlearning.net Sat Dec 16 17:47:10 2006 From: tharney at connectedlearning.net (Tom Harney) Date: Sat, 16 Dec 2006 17:47:10 -0500 Subject: [rt-users] Request Tracker 3.0.12 Installer for Windows - Fetchmail Problem Message-ID: <4584776E.50409@connectedlearning.net> Hello, I downloaded the 3.0.12 Installer for Windows from http://p4.elixus.org/dist/ per the instuctions on the Wiki. Everything works great with the exception of fetchmail. I have been doing some digging through the archives and everything told me to update the cygwin dll and I did. I also gave Everyone Global permission to Create a Ticket. However, I'm still receiving this error message. reading message test@***.com at mail.nyc10.simplicato.com:1 of 2 (4718 octets) ..fetchmail: SIGPIPE thrown from an MDA or a stream socket error fetchmail: socket error while delivering to SMTP host mail.nyc10.simplicato.com fetchmail: Query status=2 (SOCKET) fetchmail: sleeping at Sat Dec 16 17:33:53 2006 I tried to execute fetchmail from the command prompt but I still couldn't determine the cause of the error. What I'm confused about is the part in the error message "while delivering to SMTP". I thought it was supposed to retrieve the message and then pass it to the rt-mailgate process so that it dumps it into the database. Is there an outgoing port that needs to be open other than port 110 for POP3? Something else that may be causing a problem is the fact I'm running IIS SMTP service on port 25. Could that be conflicting somehow with fetchmail? Here's what's in my rt-mailgate.conf file: poll mail.nyc10.simplicato.com proto pop3: username test@***.com password ***** mda "c:/Progra~1/OurInternet/Common/perl/bin/perl.exe c:/Progra~1/Ourinternet/Reques~1/rt/bin/rt-mailgate.in --url http://localhost:8284/ --queue General --action correspond" I understand this version of RT is quite old, I believe the current version is 3.6.1? Should I do an upgrade of RT to the current version? I'm not sure what kind of impact that would have in a Windows environment but I would assume little since it's written in PERL. I'm just stuck and I've run out of options. Any insights would be appreciated immensely. Thanks, Tom *Tom Harney* /*Information Technology Manager*/ Connected Learning Network 323 W Broadway, Suite 400 Louisville, KY 40202 PHONE: (502) 583-0083, Ext. 4389 FAX: (502) 583-0092 EMAIL: tharney at connectedlearning.net CORPORATE WEBSITE: www.connectedlearning.net ------------------------------------------------------------------------ CONFIDENTIALITY NOTICE: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. -------------- next part -------------- An HTML attachment was scrubbed... URL: From tharney at connectedlearning.net Sat Dec 16 19:45:29 2006 From: tharney at connectedlearning.net (Tom Harney) Date: Sat, 16 Dec 2006 19:45:29 -0500 Subject: [rt-users] Request Tracker 3.0.12 Installer for Windows - Fetchmail Problem In-Reply-To: <4584776E.50409@connectedlearning.net> References: <4584776E.50409@connectedlearning.net> Message-ID: <45849329.7080504@connectedlearning.net> Installing Cygwin solved the problem! I found the answer in this message.... http://archives.free.net.ph/message/20040608.215758.3c0edc42.en.html *Tom Harney* /*Information Technology Manager*/ Connected Learning Network 323 W Broadway, Suite 400 Louisville, KY 40202 PHONE: (502) 583-0083, Ext. 4389 FAX: (502) 583-0092 EMAIL: tharney at connectedlearning.net CORPORATE WEBSITE: www.connectedlearning.net ------------------------------------------------------------------------ CONFIDENTIALITY NOTICE: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. Tom Harney wrote: > Hello, > > I downloaded the 3.0.12 Installer for Windows from > http://p4.elixus.org/dist/ per the instuctions on the Wiki. > > Everything works great with the exception of fetchmail. I have been > doing some digging through the archives and everything told me to > update the cygwin dll and I did. I also gave Everyone Global > permission to Create a Ticket. However, I'm still receiving this > error message. > > reading message test@***.com at mail.nyc10.simplicato.com:1 of 2 (4718 > octets) ..fetchmail: SIGPIPE thrown from an MDA or a stream socket error > fetchmail: socket error while delivering to SMTP host > mail.nyc10.simplicato.com > fetchmail: Query status=2 (SOCKET) > fetchmail: sleeping at Sat Dec 16 17:33:53 2006 > > I tried to execute fetchmail from the command prompt but I still > couldn't determine the cause of the error. What I'm confused about is > the part in the error message "while delivering to SMTP". I thought > it was supposed to retrieve the message and then pass it to the > rt-mailgate process so that it dumps it into the database. Is there > an outgoing port that needs to be open other than port 110 for POP3? > > Something else that may be causing a problem is the fact I'm running > IIS SMTP service on port 25. Could that be conflicting somehow with > fetchmail? > > Here's what's in my rt-mailgate.conf file: > poll mail.nyc10.simplicato.com proto pop3: > username test@***.com password ***** mda > "c:/Progra~1/OurInternet/Common/perl/bin/perl.exe > c:/Progra~1/Ourinternet/Reques~1/rt/bin/rt-mailgate.in --url > http://localhost:8284/ --queue General --action correspond" > > I understand this version of RT is quite old, I believe the current > version is 3.6.1? Should I do an upgrade of RT to the current > version? I'm not sure what kind of impact that would have in a > Windows environment but I would assume little since it's written in PERL. > > I'm just stuck and I've run out of options. Any insights would be > appreciated immensely. > > Thanks, > Tom > > *Tom Harney* > /*Information Technology Manager*/ > Connected Learning Network > 323 W Broadway, Suite 400 > Louisville, KY 40202 > PHONE: (502) 583-0083, Ext. 4389 > FAX: (502) 583-0092 > EMAIL: tharney at connectedlearning.net > > CORPORATE WEBSITE: www.connectedlearning.net > > > ------------------------------------------------------------------------ > > CONFIDENTIALITY NOTICE: This e-mail message, including any attachments, > is for the sole use of the intended recipient(s) and may contain > confidential and privileged information. Any unauthorized review, use, > disclosure or distribution is prohibited. If you are not the intended > recipient, please contact the sender by reply e-mail and destroy all > copies of the original message. > > ------------------------------------------------------------------------ > > _______________________________________________ > 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From laas.toom at eenet.ee Mon Dec 18 04:15:46 2006 From: laas.toom at eenet.ee (Laas Toom) Date: Mon, 18 Dec 2006 11:15:46 +0200 Subject: [rt-users] AddReminder and OnOwnerChange condition Message-ID: <45865C42.1070201@eenet.ee> Hello! We have a custom scrip condition (see below) to detect when a ticket is Given (not Taken) to a user to alert the user by e-mail (which contains direct link to this ticket). The problem is that adding a reminder to a ticket triggers this condition and sends out an e-mail containing direct link to the empty reminder ticket not to the actual ticket the reminder is about. Is there any way to detect AddReminder and diferenciate it from common SetOwner. It would even do if I were able to detect it inside a template and just add a link to the correct ticket. The scrip condition we use is: my $transaction = $self->TransactionObj; if (($transaction->Field eq 'Owner') && ($transaction->Type ne 'Take') && $transaction->Creator != 1){ return 1; } return 0; Best regards, Laas Toom From rs at plusw.de Mon Dec 18 08:27:30 2006 From: rs at plusw.de (Rolf Schaufelberger) Date: Mon, 18 Dec 2006 14:27:30 +0100 Subject: [rt-users] Using different Templates depending on Ticket attributes Message-ID: <200612181427.30472.rs@plusw.de> Hi, what's the recommended way to use different Templates for the same action (and same queue) depending for instance to the subject of the Ticket ? I want to send different answers in my Autoreply mail. Currently I have implemented it by using perl code in my (queue specific) template (Solution I). Another way would be, to have two scrips with the same conditions , different prep. code and using two templates (II) or changing the templates name within my scrip action (how? ) (III) . Another usage for this requirement would be to have templates in different languages an switching the language by using a custom field. Which solution is the best to this ? Rolf Schaufelberger From Richard.Ellis at Sun.COM Mon Dec 18 11:30:39 2006 From: Richard.Ellis at Sun.COM (Richard Ellis) Date: Mon, 18 Dec 2006 16:30:39 +0000 Subject: [rt-users] Auto Reply not sending Message-ID: <4586C22F.8030908@sun.com> Hi Guys, I really could use some ideas to track this one down. RT3.4.5 on Solaris 9, Perl 5.8.1 using MySQL and Sendmail. When an email is received, the ticket is parsed correctly, custom fields are created and filled, ticket is put in the right queue etc, but the email to the requestor and to the Admin CC's to notify of arrival are not being sent. After that, everything works fine. This only affects a few queues, some of which have been working for ages. I have compared the config to queues that are working and they are identical, even down to the same template files and scrip names. Anyone any ideas how to find this? -- Richard Ellis .Sun B2B Operations Sun Microsystems x24727 http://sun.com From jesse at bestpractical.com Sat Dec 16 14:47:05 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 16 Dec 2006 11:47:05 -0800 Subject: [rt-users] Looking for an extension for keeping track of time on worked tickets In-Reply-To: References: Message-ID: <5F9F3E88-1B7A-47E6-B860-D1B90FE03F80@bestpractical.com> Attached is a draft of something like this we did for a customer. I can't promise that it still works, but it likely needs only a little work to be made to go. Patches welcome. (And if I get some success reports, i'll publish it) -j ? On Dec 15, 2006, at 3:24 PM, Nick Metrowsky wrote: > Hi Everyone, > > > > My management wants the capability of having a running time > capability for tickets that are opened and have the time from not > accumulating when the ticket is in the stalled state. Has someone > developed a utility which can keep track of a ticket?s running > time so when a user view the ticket, they can see how much time has > elapsed since the ticket has been opened. Ideally, it would be nice > to see this information displayed in the ?Time Worked? field. > > > > The end result of this would be that reports can be generating > showing the actual time it took someone to work on a ticket. I have > the RTx::Statistics package, but these reports based the amount of > time from when the ticket was created to the time it was closed, > without taking into account the amount of time the ticket was in > stalled state. > > > > Any ideas or code snippets would be most welcome. > > > > Nick > > > > ---------------------------------------------------------------------- > ----------- > Nick Metrowsky > Consulting System Administrator > 303-684-4785 Office > 303-684-4100 Fax > nmetrowsky at digitalglobe.com > DigitalGlobe ?, An Imaging and Information Company > http://www.digitalglobe.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 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: RT-Extension-TimedWork-0.3.tar.gz Type: application/x-gzip Size: 22581 bytes Desc: not available URL: -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2495 bytes Desc: not available URL: From jesse at bestpractical.com Mon Dec 18 17:54:50 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 18 Dec 2006 17:54:50 -0500 Subject: [rt-users] [Rt-announce] RT 3.6.2 now available Message-ID: I'm pleased to announce RT 3.6.2. This release features some fairly major improvments to customization of the "RT at a glance" portlet, as well as a slew of bugfixes and other improvements. You can, as always, download the latest release of RT at http://download.bestpractical.com/pub/rt/release/rt.tar.gz Best, Jesse Features * finer-grained control of what's displayed on ticket approval from Drew Taylor * Kevin Murphy added support for the following config options ** SuppressInlineTextFiles ** DontSearchFileAttachments * added support for marking RT's HTTP cookie as "secure", patch from Pavel Ruzicka * Give Freeform form elements an id. This will be useful in combination with the EditComponentName callback. With a few local mods, date CFs will be able to use the date picker. Without an id the date picker doesn't work. Thanks to Todd Chapman * Added the ability to search on TimeEstimated * new method $User->WatchedQueues * made LoadConfig a lot more vocal about why it can't read your config files and offer some hints and warnings about fixing it * Savable charts * Switch saved searches management to RT::SavedSearche(s) classes * Global MyRT configuration interface, allow resetting MyRT * Refactoring to add a method to just _send_ a MIME::Entity as email * Allow admins to set custom field values on user create Fixes * CullRTAddresses in RT::Interface::Email was using reversed filter logic * rt-mailgate without --action argument was failing * fixed balancing of HTML tags, thanks to Erik Peterson * we now sort chart results before displaying them, thanks to Petter Reinholdtsen * added fix for "Search by requestor" appearing to break in 3.6.1, also, known as 'Requestor.EmailAddress' bug * correct a hardcoded RT::WebPath in initialdata and upgrade scripts, the RT homepage no longer explodes if you upgrade from 3.4 * MIME::Entity was dropping non-standard headers * on ticket creation safe entered dates when validation of custom fields fails * fix a debug message when ticket created with inactive status and resolved date is not set * Tobias Kremer pointed out a typo in Ticket_Overlay.pm that caused an error when a user got a certain permission denied message [rt3.fsck.com #7852] * Handle Apache::Session database errors a bit more gracefully * POSIX::strftime on Solaris isn't robust enough to deal with our Date: header generation. Switched to Date::Format::strftime instead. As well fixes incorrect field on systems with not english locale. thanks to Tim Bishop * Brian Gallew spotted that we have no tab for Tools -> My Day, so it's fix that brings new feature alive * fixed a problem with setting value of custom fields with category during ticket creation [rt3.fsck.com #7903] * fine tuned [Take] and [Steal] actions according to ACL, so users would be able to see this actions only when they have all required rights * added a workaround for parsing headers from broken MUAs * applied SelfService cleanup and regularization patches from David Chandek-Stark * fixed problems in building queries with conditions based on CFs with not-ascii names [rt3.fsck.com #8012] * fixed [rt3.fsck.com #5248] * scrip management [rt3.fsck.com #7445] Performance * don't run multiple times a quite expensive ACL check in html/Ticket/ Elements/Tabs * minor improvements in SetOwner method I18N * Updated Spanish translation from Carlos Velasco * Updated Russian translation from Andrew Kornilov * Updated Polish translation from Arkadiusz Miskiewicz Callbacks * FailedLogin and SuccessfulLogin callbacks in the autohandler * AfterShowHistory and BeforeShowSummary callbacks in Ticket/ Display.html * ModifySearch callback in Elements/ShowSearch * FormEnd callback in User/Prefs.html Tests * new tests for mailgate, query builder, mime headers parsing, emails with a long subject * Todd Chapman spotted that a missing plan was masking test failures * test syntax of comps with a mason compiler -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2495 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: -------------- next part -------------- _______________________________________________ RT-Announce mailing list RT-Announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From torsten.brumm at googlemail.com Mon Dec 11 05:58:02 2006 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Mon, 11 Dec 2006 11:58:02 +0100 Subject: [rt-users] Calendar view of tickets? In-Reply-To: <4575C80A.2040404@buffalo.edu> References: <0DD6BC9ABC0D2747AF8589AEA9722A4050F76D@rachael-reborn.letnet.net> <4575C80A.2040404@buffalo.edu> Message-ID: Hi, a small update. i have created a small Callback for the Submenu of the Tools Menu. 2006/12/5, Jim Brandt : > > Mark, > > I have a rough prototype of something like this working on our dev > machine. In my case, I was playing around with creating a maintenance > calendar that would allow us to track system changes in RT. My thought > was to have a few designated queues set up as the maintenance queues. > You'll see these hard-coded in the example. My thought was to make them > a config option eventually. > > I installed the attached code under /opt/rt3/share/html/Tools so my > Tools page has a menu with Offline, Reports, and Calendar. > > It's a bit ugly, but it works. Hope it helps. > > Jim > > Roedel, Mark wrote: > > It occurred to me last night that it'd be useful sometimes to have a > > calendar display with ticket on it according to their due dates. Before > > I start hacking on something myself, is that something that anybody's > > already attempted? > > > > -- > > Mark Roedel > > Senior Programmer / Analyst > > LeTourneau University > > Longview, Texas USA > > _______________________________________________ > > 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 > > -- > Jim Brandt > Administrative Computing Services > University at Buffalo > > > > > _______________________________________________ > 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 > > > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: rt3-calendar.tar Type: application/x-tar Size: 40960 bytes Desc: not available URL: From bijayant4u at yahoo.com Fri Dec 15 03:13:36 2006 From: bijayant4u at yahoo.com (bijayant kumar) Date: Fri, 15 Dec 2006 08:13:36 +0000 (GMT) Subject: [rt-users] dev-db/mysql giving problems after upgrading from 4.1.21 to 5.0.26-r1 Message-ID: <266416.81632.qm@web32709.mail.mud.yahoo.com> Hi to all, I am in very big problem, please help me. My dev-db/mysql has upgraded from dev-db/mysql-4.1.21 to dev-db/mysql-5.0.26-r1. Because of this, i am getting this error : - Undefined subroutine &DBD::mysql::db::_login called at /usr/lib/perl5/vendor_perl/5.8.7/i686-linux/DBD/mysql.pm line 129.\n -> Previously after upgrading i was getting the error like [Thu Dec 14 12:41:35 2006] [error] [client 192.168.99.183] install_driver(mysql) failed: Can't load '/usr/lib/perl5/vendor_perl/5.8.7/i686-linux/auto/DBD/mysql/mysql.so' for module DBD::mysql: libmysqlclient.so.14: cannot open shared object file: No such file or directory at /usr/lib/perl5/5.8.8/i686-linux/DynaLoader.pm line 230.\n at (eval 200) line 3\nCompilation failed in require at (eval 200) line 3.\nPerhaps a required shared library or dll isn't installed where expected\n at /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 106\n -> In order to removing this error, i have once again compiled DBD::mysql module. But it was giving me error although it is not compiled yet. I did some workaround after reading some archives msgs and the README file provided with DBD::mysql module. My workaround was something like that mkdir /tmp/mysql-static cp /usr/lib/mysql/*.a /tmp/mysql-static perl Makefile.PL --libs="-L/tmp/mysql-static -lmysqlclient" make make test make install rm -rf /tmp/mysql-static -> After doing all these stuff, now i am getting the error above mentioned like [Thu Dec 14 16:17:05 2006] [error] [client 192.168.99.183] Undefined subroutine &DBD::mysql::db::_login called at /usr/lib/perl5/vendor_perl/5.8.7/i686-linux/DBD/mysql.pm line 129.\n Now, i dont know how to tackle this. Please Please help me. I have read all the archives till date, but didnt find any solution. Bijayant Kumar Send instant messages to your online friends http://uk.messenger.yahoo.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Mon Dec 18 18:13:26 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 18 Dec 2006 18:13:26 -0500 Subject: [rt-users] [Rt-announce] RESEND: RT 3.6.2 now available [Signature was invalid] In-Reply-To: References: Message-ID: <1D252AAC-BFBB-463F-82C3-F4E818F4D053@bestpractical.com> [The PGP signature on my previous message was invalid. We _always_ sign production releases of RT with the same PGP key I use to sign my email messages. ] On Dec 18, 2006, at 5:54 PM, Jesse Vincent wrote: > I'm pleased to announce RT 3.6.2. This release features some fairly > major improvments to customization of the "RT at a glance" portlet, > as well as a slew of bugfixes and other improvements. > > You can, as always, download the latest release of RT at > > http://download.bestpractical.com/pub/rt/release/rt.tar.gz > > > Best, > > Jesse > > > > Features > > * finer-grained control of what's displayed on ticket approval from > Drew Taylor > * Kevin Murphy added support for the following config options > ** SuppressInlineTextFiles > ** DontSearchFileAttachments > * added support for marking RT's HTTP cookie as "secure", patch > from Pavel Ruzicka > * Give Freeform form elements an id. This will be useful in > combination with > the EditComponentName callback. With a few local mods, date CFs > will be able > to use the date picker. Without an id the date picker doesn't > work. Thanks > to Todd Chapman > * Added the ability to search on TimeEstimated > * new method $User->WatchedQueues > * made LoadConfig a lot more vocal about why it can't read your > config files > and offer some hints and warnings about fixing it > * Savable charts > * Switch saved searches management to RT::SavedSearche(s) classes > * Global MyRT configuration interface, allow resetting MyRT > * Refactoring to add a method to just _send_ a MIME::Entity as email > * Allow admins to set custom field values on user create > > > > Fixes > > * CullRTAddresses in RT::Interface::Email was using reversed filter > logic > * rt-mailgate without --action argument was failing > * fixed balancing of HTML tags, thanks to Erik Peterson > * we now sort chart results before displaying them, thanks to Petter > Reinholdtsen > * added fix for "Search by requestor" appearing to break in 3.6.1, > also, > known as 'Requestor.EmailAddress' bug > * correct a hardcoded RT::WebPath in initialdata and upgrade scripts, > the RT homepage no longer explodes if you upgrade from 3.4 > * MIME::Entity was dropping non-standard headers > * on ticket creation safe entered dates when validation of custom > fields > fails > * fix a debug message when ticket created with inactive status and > resolved > date is not set > * Tobias Kremer pointed out a typo in Ticket_Overlay.pm that caused > an error when a user got a certain permission denied message > [rt3.fsck.com #7852] > * Handle Apache::Session database errors a bit more gracefully > * POSIX::strftime on Solaris isn't robust enough to deal with our > Date: > header generation. Switched to Date::Format::strftime instead. As > well > fixes incorrect field on systems with not english locale. thanks > to Tim Bishop > * Brian Gallew spotted that we have no tab for Tools -> My Day, so > it's fix > that brings new feature alive > * fixed a problem with setting value of custom fields with category > during > ticket creation [rt3.fsck.com #7903] > * fine tuned [Take] and [Steal] actions according to ACL, so users > would be > able to see this actions only when they have all required rights > * added a workaround for parsing headers from broken MUAs > * applied SelfService cleanup and regularization patches from David > Chandek-Stark > * fixed problems in building queries with conditions based on CFs with > not-ascii names [rt3.fsck.com #8012] > * fixed [rt3.fsck.com #5248] > * scrip management [rt3.fsck.com #7445] > > Performance > > * don't run multiple times a quite expensive ACL check in html/ > Ticket/Elements/Tabs > * minor improvements in SetOwner method > I18N > > * Updated Spanish translation from Carlos Velasco > * Updated Russian translation from Andrew Kornilov > * Updated Polish translation from Arkadiusz Miskiewicz > > Callbacks > > * FailedLogin and SuccessfulLogin callbacks in the autohandler > * AfterShowHistory and BeforeShowSummary callbacks in Ticket/ > Display.html > * ModifySearch callback in Elements/ShowSearch > * FormEnd callback in User/Prefs.html > > Tests > > * new tests for mailgate, query builder, mime headers parsing, > emails with a > long subject > * Todd Chapman spotted that a missing plan was masking test failures > * test syntax of comps with a mason compiler > > > > > _______________________________________________ > RT-Announce mailing list > RT-Announce at lists.bestpractical.com > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce > _______________________________________________ > List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/ > rt-devel -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: -------------- next part -------------- _______________________________________________ RT-Announce mailing list RT-Announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From daviswj at comcast.net Mon Dec 18 20:02:22 2006 From: daviswj at comcast.net (Bill Davis) Date: Mon, 18 Dec 2006 18:02:22 -0700 Subject: [rt-users] Problems upgrading RTFM to 2.2.0RC4 Message-ID: <45873A1E.7040306@comcast.net> I'm using RT 3.6.1 with an unknown version of RTFM installed (though I think it is probably RTFM 2.1.40 based on the time frame installed) and am trying to migrate to RTFM 2.2.0RC4. Downloaded the file, read the README file, didn't seem to fit the upgrade instructions (not upgrading from a 2.0.x release), ... so tried the normal install instructions (make Makefile.PL, make install), omitted "make initdb" because it wasn't an "initial install", stopped and started the webserver. Appears I now have an upgraded version, however all previous RTFM articles, while they still exist, have no content. Before I muck it up further would appreciate some advice: 1. How do you tell what version of RTFM is installed? ... I can't seem to find it anywhere? 2. How can I get my article content back & properly complete the upgrade? ... should I run the "make initdb" command or will this overwrite the existing tables in the database? Any assistance greatly appreciated ... Bill Davis From bobg at uic.edu Mon Dec 18 23:25:12 2006 From: bobg at uic.edu (Bob Goldstein) Date: Mon, 18 Dec 2006 22:25:12 -0600 Subject: [rt-users] Problems upgrading RTFM to 2.2.0RC4 In-Reply-To: Your message of "Mon, 18 Dec 2006 18:02:22 MST." <45873A1E.7040306@comcast.net> Message-ID: <200612190425.kBJ4PCE6018920@remora.cc.uic.edu> >I'm using RT 3.6.1 with an unknown version of RTFM installed (though I >think it is probably RTFM 2.1.40 based on the time frame installed) and >am trying to migrate to RTFM 2.2.0RC4. Downloaded the file, read the >README file, didn't seem to fit the upgrade instructions (not upgrading >from a 2.0.x release), ... so tried the normal install instructions >(make Makefile.PL, make install), omitted "make initdb" because it >wasn't an "initial install", stopped and started the webserver. > >Appears I now have an upgraded version, however all previous RTFM >articles, while they still exist, have no content. > >Before I muck it up further would appreciate some advice: > >1. How do you tell what version of RTFM is installed? ... I can't seem >to find it anywhere? >2. How can I get my article content back & properly complete the >upgrade? ... should I run the "make initdb" command or will this >overwrite the existing tables in the database? > Notice that /etc/upgrades has three directories: 2.1.0 2.1.30 2.2.0RC2 You must apply the upgrade from these for each version later than the one you are upgrading. If you are starting with 2.1.40, then you need apply 2.2.0RC2 But also, the README left out a critical piece. That is, the upgrade will break the association of which custom fields go with which classes (which is why your articles now appear to have no content.) To get it back: Login the RT web interface-> Config->RTFM->Custom Fields->->Apply-> Select the classes the customfield will apply to (the common is to select all) and then click Send bobg From a.fattorini at abanet.it Tue Dec 19 03:35:17 2006 From: a.fattorini at abanet.it (Alessio Fattorini) Date: Tue, 19 Dec 2006 09:35:17 +0100 Subject: [rt-users] What's new in 3.6.2? Message-ID: <1166517318.6606.0.camel@localhost.localdomain> I have 3.6.1, what's new? What bug fix? What features? Tell me thanks.. Alessio -------------- next part -------------- An HTML attachment was scrubbed... URL: From Richard.Ellis at Sun.COM Tue Dec 19 04:58:07 2006 From: Richard.Ellis at Sun.COM (Richard Ellis) Date: Tue, 19 Dec 2006 09:58:07 +0000 Subject: [rt-users] Re: Auto Reply not sending In-Reply-To: <20061218170014.22D074D8109@diesel.bestpractical.com> References: <20061218170014.22D074D8109@diesel.bestpractical.com> Message-ID: <4587B7AF.2080408@sun.com> Hi, Looks like this may be indicative. Anyone any ideas how to fix it? This has only just started to happen, on a system which hasn't been updated since 3.4.5 was released. Dec 18 16:45:17 gpsummit RT: RT::Action::ExtractCustomFieldValues=HASH(0x272c454) was created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n Dec 18 16:45:17 gpsummit RT: RT::Action::Autoreply=HASH(0x2625f60) was created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n Dec 18 16:45:17 gpsummit RT: error: unexpected end of header\n\n (/opt/rt3/lib/RT/Template_Overlay.pm:369)\n Dec 18 16:45:17 gpsummit RT: RT::Action::Notify=HASH(0x21c9d20) was created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n Dec 18 17:17:25 gpsummit RT: RT::Action::AutoOpen=HASH(0x24c6e14) was created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n Dec 18 17:17:25 gpsummit RT: RT::Action::Notify=HASH(0x217b290) was created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n Dec 18 17:17:26 gpsummit RT: RT::Action::Notify=HASH(0x2513fb4) was created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n Dec 18 21:06:00 gpsummit RT: RT::Action::Notify=HASH(0x24945fc) was created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n Dec 18 21:06:01 gpsummit RT: RT::Action::Notify=HASH(0x25ee4d8) was created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n Dec 18 21:06:01 gpsummit RT: RT::Action::AutoOpen=HASH(0x24af7a0) was created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n Dec 18 23:22:25 gpsummit RT: RT::Action::Notify=HASH(0x240e6c4) was created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n Dec 18 23:22:59 gpsummit RT: RT::Action::Notify=HASH(0x24db27c) was created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n Dec 19 00:12:45 gpsummit RT: RT::Action::Notify=HASH(0x2496e60) was created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n Dec 19 00:12:47 gpsummit RT: RT::Action::Notify=HASH(0x25019e0) was created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n Dec 19 00:21:25 gpsummit RT: RT::Action::ExtractCustomFieldValues=HASH(0x2371e38) was created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n Dec 19 00:21:25 gpsummit RT: RT::Action::ExtractCustomFieldValues=HASH(0x23c21e4) was created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n Dec 19 01:17:49 gpsummit RT: RT::Action::Notify=HASH(0x22f98f4) was created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n Dec 19 01:17:51 gpsummit RT: RT::Action::Notify=HASH(0x24e3554) was created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n Any advice would be fantastic Message: 3 Date: Mon, 18 Dec 2006 16:30:39 +0000 From: Richard Ellis Subject: [rt-users] Auto Reply not sending To: rt-users at lists.bestpractical.com > Message-ID: <4586C22F.8030908 at sun.com> > Content-Type: text/plain; format=flowed; charset=ISO-8859-1 > > Hi Guys, > > I really could use some ideas to track this one down. > RT3.4.5 on Solaris 9, Perl 5.8.1 using MySQL and Sendmail. > > When an email is received, the ticket is parsed correctly, custom fields > are created and filled, ticket is put in the right queue etc, but the > email to the requestor and to the Admin CC's to notify of arrival are > not being sent. After that, everything works fine. > > This only affects a few queues, some of which have been working for > ages. I have compared the config to queues that are working and they are > identical, even down to the same template files and scrip names. > > Anyone any ideas how to find this? > > -- Richard Ellis .Sun B2B Operations Sun Microsystems x24727 http://sun.com From daviswj at comcast.net Tue Dec 19 04:56:55 2006 From: daviswj at comcast.net (Bill Davis) Date: Tue, 19 Dec 2006 02:56:55 -0700 Subject: [rt-users] Problems upgrading RTFM to 2.2.0RC4 In-Reply-To: <200612190425.kBJ4PCE6018920@remora.cc.uic.edu> References: <200612190425.kBJ4PCE6018920@remora.cc.uic.edu> Message-ID: <4587B767.9000607@comcast.net> Bob Goldstein wrote: >> I'm using RT 3.6.1 with an unknown version of RTFM installed (though I >> think it is probably RTFM 2.1.40 based on the time frame installed) and >> am trying to migrate to RTFM 2.2.0RC4. Downloaded the file, read the >> README file, didn't seem to fit the upgrade instructions (not upgrading >> > >from a 2.0.x release), ... so tried the normal install instructions > >> (make Makefile.PL, make install), omitted "make initdb" because it >> wasn't an "initial install", stopped and started the webserver. >> >> Appears I now have an upgraded version, however all previous RTFM >> articles, while they still exist, have no content. >> >> Before I muck it up further would appreciate some advice: >> >> 1. How do you tell what version of RTFM is installed? ... I can't seem >> to find it anywhere? >> 2. How can I get my article content back & properly complete the >> upgrade? ... should I run the "make initdb" command or will this >> overwrite the existing tables in the database? >> >> > > Notice that /etc/upgrades has three directories: > 2.1.0 2.1.30 2.2.0RC2 > > You must apply the upgrade from these for each version > later than the one you are upgrading. If you are starting with > 2.1.40, then you need apply 2.2.0RC2 > > But also, the README left out a critical piece. > That is, the upgrade will break the association of > which custom fields go with which classes (which is why > your articles now appear to have no content.) To get it back: > > Login the RT web interface-> > Config->RTFM->Custom Fields->->Apply-> Select the classes > the customfield will apply to (the common is to select all) and then click Send > > bobg Thanks for the reply. Since I'd already run "make Makefile.PL" & "make install", picked up the update instructions with (producing the responses indicated): > [root at BlackHole RTFM-2.2.0RC4]# /opt/rt3/sbin/rt-setup-database > --action schema \ --datadir etc/upgrade/2.2.0RC2 --dba root > --dba-password xxxxxx > Creating database schema. > readline() on closed filehandle SCHEMA_LOCAL at > /opt/rt3/sbin/rt-setup-database line 192. > Problem with statement: > > CREATE TABLE Attachments ( > id INTEGER NOT NULL AUTO_INCREMENT, > TransactionId integer NOT NULL , > Parent integer NOT NULL DEFAULT 0 , > MessageId varchar(160) NULL , > Subject varchar(255) NULL , > Filename varchar(255) NULL , > ContentType varchar(80) NULL , > ContentEncoding varchar(80) NULL , > Content LONGTEXT NULL , > Headers LONGTEXT NULL , > Creator integer NOT NULL DEFAULT 0 , > Created DATETIME NULL , > PRIMARY KEY (id) > ) TYPE=InnoDB > Table 'Attachments' already exists at > /opt/rt3/sbin/rt-setup-database line 212. > [root at BlackHole RTFM-2.2.0RC4]# /opt/rt3/sbin/rt-setup-database > --action acl \ - -datadir etc/upgrade/2.2.0RC2 --dba root > --dba-password xxxxxx > Done setting up database ACLs. > [root at BlackHole RTFM-2.2.0RC4]# /opt/rt3/sbin/rt-setup-database > --action insert \ --datadir etc/upgrade/2.2.0RC2 --dba root > --dba-password xxxxxx > Use of uninitialized value in concatenation (.) or string at > /opt/rt3/sbin/rt-se tup-database line 162. > [Tue Dec 19 09:25:12 2006] [crit]: Can't locate /content in @INC > (@INC contains: /opt/rt3/lib /opt/rt3/local/lib > /usr/lib/perl5/site_perl/5.8.8/i386-linux-threa d-multi > /usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi > /usr/lib/perl5/si te_perl/5.8.6/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.5/i386-linux- thread-multi > /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi > /usr/lib/per l5/site_perl/5.8.3/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.8 /usr/l ib/perl5/site_perl/5.8.7 > /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl /5.8.5 > /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 > /usr/lib/pe rl5/site_perl > /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi /usr/lib/ > perl5/vendor_perl/5.8.7/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.6 /i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-mult i > /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi > /usr/lib/perl5/vendor _perl/5.8.3/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/pe rl5/vendor_perl/5.8.7 > /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_per l/5.8.5 > /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 > /usr/l ib/perl5/vendor_perl > /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5 /5.8.8 > .) at /opt/rt3/sbin/rt-setup-database line 456. > (/opt/rt3/lib/RT.pm:317) > Can't locate /content in @INC (@INC contains: /opt/rt3/lib > /opt/rt3/local/lib /u > sr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5. 8.7/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-mul ti > /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi > /usr/lib/perl5/site_pe rl/5.8.4/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.3/i386-linux-threa d-multi > /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 > /usr/lib/p erl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 > /usr/lib/perl5/site_perl/5.8 .4 /usr/lib/perl5/site_perl/5.8.3 > /usr/lib/perl5/site_perl /usr/lib/perl5/vendor > _perl/5.8.8/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.7/i386-linux- thread-multi > /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi > /usr/lib/p erl5/vendor_perl/5.8.5/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.4/ i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7 > /usr/lib/perl 5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 > /usr/lib/perl5/vendor_perl/ 5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 > /usr/lib/perl5/vendor_perl /usr/lib/perl5 > /5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 .) at > /opt/rt3/sbin/rt-setup -database line 456. > [root at BlackHole RTFM-2.2.0RC4]# This collection of errors messages didn't give me a warm fuzzy feeling & stopping & restarting the webserver, I'm seeing the same results: previous articles listed, but with no contents. The configuration for RTFM also seems to have no custom fields listed. Ideas welcome ... Bill Davis From theillien at yahoo.com Tue Dec 19 05:09:29 2006 From: theillien at yahoo.com (Mathew) Date: Tue, 19 Dec 2006 05:09:29 -0500 Subject: [rt-users] Re: Auto Reply not sending In-Reply-To: <4587B7AF.2080408@sun.com> References: <20061218170014.22D074D8109@diesel.bestpractical.com> <4587B7AF.2080408@sun.com> Message-ID: <4587BA59.6040203@yahoo.com> Interesting. I'm getting that exact same error message when running rtx-shredder from the command line. I'm eager to see what the outcome is. Mathew Richard Ellis wrote: > Hi, > > Looks like this may be indicative. Anyone any ideas how to fix it? This > has only just started to happen, on a system which hasn't been updated > since 3.4.5 was released. > > Dec 18 16:45:17 gpsummit RT: > RT::Action::ExtractCustomFieldValues=HASH(0x272c454) was created without > a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n > Dec 18 16:45:17 gpsummit RT: RT::Action::Autoreply=HASH(0x2625f60) was > created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n > Dec 18 16:45:17 gpsummit RT: error: unexpected end of header\n\n > (/opt/rt3/lib/RT/Template_Overlay.pm:369)\n > Dec 18 16:45:17 gpsummit RT: RT::Action::Notify=HASH(0x21c9d20) was > created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n > Dec 18 17:17:25 gpsummit RT: RT::Action::AutoOpen=HASH(0x24c6e14) was > created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n > Dec 18 17:17:25 gpsummit RT: RT::Action::Notify=HASH(0x217b290) was > created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n > Dec 18 17:17:26 gpsummit RT: RT::Action::Notify=HASH(0x2513fb4) was > created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n > Dec 18 21:06:00 gpsummit RT: RT::Action::Notify=HASH(0x24945fc) was > created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n > Dec 18 21:06:01 gpsummit RT: RT::Action::Notify=HASH(0x25ee4d8) was > created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n > Dec 18 21:06:01 gpsummit RT: RT::Action::AutoOpen=HASH(0x24af7a0) was > created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n > Dec 18 23:22:25 gpsummit RT: RT::Action::Notify=HASH(0x240e6c4) was > created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n > Dec 18 23:22:59 gpsummit RT: RT::Action::Notify=HASH(0x24db27c) was > created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n > Dec 19 00:12:45 gpsummit RT: RT::Action::Notify=HASH(0x2496e60) was > created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n > Dec 19 00:12:47 gpsummit RT: RT::Action::Notify=HASH(0x25019e0) was > created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n > Dec 19 00:21:25 gpsummit RT: > RT::Action::ExtractCustomFieldValues=HASH(0x2371e38) was created without > a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n > Dec 19 00:21:25 gpsummit RT: > RT::Action::ExtractCustomFieldValues=HASH(0x23c21e4) was created without > a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n > Dec 19 01:17:49 gpsummit RT: RT::Action::Notify=HASH(0x22f98f4) was > created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n > Dec 19 01:17:51 gpsummit RT: RT::Action::Notify=HASH(0x24e3554) was > created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n > > > Any advice would be fantastic > > Message: 3 > Date: Mon, 18 Dec 2006 16:30:39 +0000 > From: Richard Ellis > Subject: [rt-users] Auto Reply not sending > To: rt-users at lists.bestpractical.com >> Message-ID: <4586C22F.8030908 at sun.com> >> Content-Type: text/plain; format=flowed; charset=ISO-8859-1 >> >> Hi Guys, >> >> I really could use some ideas to track this one down. >> RT3.4.5 on Solaris 9, Perl 5.8.1 using MySQL and Sendmail. >> >> When an email is received, the ticket is parsed correctly, custom >> fields are created and filled, ticket is put in the right queue etc, >> but the email to the requestor and to the Admin CC's to notify of >> arrival are not being sent. After that, everything works fine. >> >> This only affects a few queues, some of which have been working for >> ages. I have compared the config to queues that are working and they >> are identical, even down to the same template files and scrip names. >> >> Anyone any ideas how to find this? >> >> > > From Richard.Ellis at Sun.COM Tue Dec 19 05:54:29 2006 From: Richard.Ellis at Sun.COM (Richard Ellis) Date: Tue, 19 Dec 2006 10:54:29 +0000 Subject: [rt-users] Re: Auto Reply not sending In-Reply-To: <4587B7AF.2080408@sun.com> References: <20061218170014.22D074D8109@diesel.bestpractical.com> <4587B7AF.2080408@sun.com> Message-ID: <4587C4E5.30807@sun.com> Hi, Also seeing the following in rt.log: [Tue Dec 19 09:17:49 2006] [err]: RT::Action::Notify=HASH(0x22f98f4) was created without a CurrentUser 1 (/opt/rt3/lib/RT/Base.pm:92) [Tue Dec 19 09:17:51 2006] [warning]: at /opt/rt3/lib/RT/Base.pm line 92 RT::Base::CurrentUser('RT::Action::Notify=HASH(0x24e3554)', 'undef') called at /opt/rt3/lib/RT/Action/Generic.pm line 100 RT::Action::Generic::_Init('RT::Action::Notify=HASH(0x24e3554)', 'ScripActionObj', 'RT::ScripAction=HASH(0x24a78b0)', 'TicketObj', 'RT::Ticket=HASH(0x24a9a64)', 'ScripObj', 'RT::Scrip=HASH(0x227f514)', 'TransactionObj', 'RT::Transaction=HASH(0x24a3554)', ...) called at /opt/rt3/lib/RT/Action/Generic.pm line 80 RT::Action::Generic::new('RT::Action::Notify', 'ScripActionObj', 'RT::ScripAction=HASH(0x24a78b0)', 'TicketObj', 'RT::Ticket=HASH(0x24a9a64)', 'ScripObj', 'RT::Scrip=HASH(0x227f514)', 'TransactionObj', 'RT::Transaction=HASH(0x24a3554)', ...) called at /opt/rt3/lib/RT/ScripAction_Vendor.pm line 26 RT::ScripAction::LoadAction('RT::ScripAction=HASH(0x24a78b0)', 'ScripObj', 'RT::Scrip=HASH(0x227f514)', 'TicketObj', 'RT::Ticket=HASH(0x24a9a64)', 'TransactionObj', 'RT::Transaction=HASH(0x24a3554)') called at /opt/rt3/lib/RT/Scrip_Overlay.pm line 473 eval {...} called at /opt/rt3/lib/RT/Scrip_Overlay.pm line 472 RT::Scrip::Prepare('RT::Scrip=HASH(0x227f514)', 'TicketObj', 'RT::Ticket=HASH(0x24a9a64)', 'TransactionObj', 'RT::Transaction=HASH(0x24a3554)') called at /opt/rt3/lib/RT/Scrips_Overlay.pm line 236 RT::Scrips::Prepare('RT::Scrips=HASH(0x22b2234)', 'Stage', 'TransactionCreate', 'Type', 'Correspond', 'Ticket', 5076, 'Transaction', 85594, ...) called at /opt/rt3/lib/RT/Transaction_Overlay.pm line 162 RT::Transaction::Create('RT::Transaction=HASH(0x24a5a1c)', 'ObjectId', 5076, 'ObjectType', 'RT::Ticket', 'TimeTaken', 0, 'Type', 'Correspond', ...) called at /opt/rt3/lib/RT/Record.pm line 1438 RT::Record::_NewTransaction('RT::Ticket=HASH(0x2193210)', 'Type', 'Correspond', 'Data', 'Re: [Partner Web Support #5076] Training Competency\x{a}', 'TimeTaken', 0, 'MIMEObj', 'MIME::Entity=HASH(0x208211c)', ...) called at /opt/rt3/lib/RT/Ticket_Overlay.pm line 2404 RT::Ticket::_RecordNote('RT::Ticket=HASH(0x2193210)', 'BccMessageTo', 'undef', 'CcMessageTo', 'undef', 'MIMEObj', 'MIME::Entity=HASH(0x208211c)', 'NoteType', 'Correspond', ...) called at /opt/rt3/lib/RT/Ticket_Overlay.pm line 2319 RT::Ticket::Correspond('RT::Ticket=HASH(0x2193210)', 'MIMEObj', 'MIME::Entity=HASH(0x208211c)') called at /opt/rt3/lib/RT/Interface/Email.pm line 807 RT::Interface::Email::Gateway('HASH(0x1bfa4c4)') called at /opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway line 58 HTML::Mason::Commands::__ANON__('SessionType', 'REST', 'action', 'correspond', 'queue', 'ww-pw-competency', 'message', 'From sun-partnerweb-ww-competency-ext-request at sun.com Tue Dec...') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x1befce8)', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'ww-pw-competency', 'message', 'From sun-partnerweb-ww-competency-ext-request at sun.com Tue Dec...', ...) called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1069 eval {...} called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp('undef', 'undef', 'undef', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'ww-pw-competency', ...) called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 338 eval {...} called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 338 eval {...} called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 297 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x22eee3c)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line 134 eval {...} called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line 134 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x22eee3c)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line 827 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x16e6198)', 'Apache=SCALAR(0x24a0700)') called at /opt/rt3/bin/webmux.pl line 123 eval {...} called at /opt/rt3/bin/webmux.pl line 123 RT::Mason::handler('Apache=SCALAR(0x24a0700)') called at /dev/null line 0 eval {...} called at /dev/null line 0 (/opt/rt3/lib/RT.pm:287) Thanks Rik Richard Ellis wrote: > Hi, > > Looks like this may be indicative. Anyone any ideas how to fix it? > This has only just started to happen, on a system which hasn't been > updated since 3.4.5 was released. > > Dec 18 16:45:17 gpsummit RT: > RT::Action::ExtractCustomFieldValues=HASH(0x272c454) was created > without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n > Dec 18 16:45:17 gpsummit RT: RT::Action::Autoreply=HASH(0x2625f60) was > created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n > Dec 18 16:45:17 gpsummit RT: error: unexpected end of header\n\n > (/opt/rt3/lib/RT/Template_Overlay.pm:369)\n > Dec 18 16:45:17 gpsummit RT: RT::Action::Notify=HASH(0x21c9d20) was > created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n > Dec 18 17:17:25 gpsummit RT: RT::Action::AutoOpen=HASH(0x24c6e14) was > created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n > Dec 18 17:17:25 gpsummit RT: RT::Action::Notify=HASH(0x217b290) was > created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n > Dec 18 17:17:26 gpsummit RT: RT::Action::Notify=HASH(0x2513fb4) was > created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n > Dec 18 21:06:00 gpsummit RT: RT::Action::Notify=HASH(0x24945fc) was > created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n > Dec 18 21:06:01 gpsummit RT: RT::Action::Notify=HASH(0x25ee4d8) was > created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n > Dec 18 21:06:01 gpsummit RT: RT::Action::AutoOpen=HASH(0x24af7a0) was > created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n > Dec 18 23:22:25 gpsummit RT: RT::Action::Notify=HASH(0x240e6c4) was > created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n > Dec 18 23:22:59 gpsummit RT: RT::Action::Notify=HASH(0x24db27c) was > created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n > Dec 19 00:12:45 gpsummit RT: RT::Action::Notify=HASH(0x2496e60) was > created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n > Dec 19 00:12:47 gpsummit RT: RT::Action::Notify=HASH(0x25019e0) was > created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n > Dec 19 00:21:25 gpsummit RT: > RT::Action::ExtractCustomFieldValues=HASH(0x2371e38) was created > without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n > Dec 19 00:21:25 gpsummit RT: > RT::Action::ExtractCustomFieldValues=HASH(0x23c21e4) was created > without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n > Dec 19 01:17:49 gpsummit RT: RT::Action::Notify=HASH(0x22f98f4) was > created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n > Dec 19 01:17:51 gpsummit RT: RT::Action::Notify=HASH(0x24e3554) was > created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n > > > Any advice would be fantastic > > Message: 3 > Date: Mon, 18 Dec 2006 16:30:39 +0000 > From: Richard Ellis > Subject: [rt-users] Auto Reply not sending > To: rt-users at lists.bestpractical.com >> Message-ID: <4586C22F.8030908 at sun.com> >> Content-Type: text/plain; format=flowed; charset=ISO-8859-1 >> >> Hi Guys, >> >> I really could use some ideas to track this one down. >> RT3.4.5 on Solaris 9, Perl 5.8.1 using MySQL and Sendmail. >> >> When an email is received, the ticket is parsed correctly, custom >> fields are created and filled, ticket is put in the right queue etc, >> but the email to the requestor and to the Admin CC's to notify of >> arrival are not being sent. After that, everything works fine. >> >> This only affects a few queues, some of which have been working for >> ages. I have compared the config to queues that are working and they >> are identical, even down to the same template files and scrip names. >> >> Anyone any ideas how to find this? >> >> > > -- Richard Ellis .Sun B2B Operations Sun Microsystems x24727 http://sun.com From Richard.Ellis at Sun.COM Tue Dec 19 07:52:56 2006 From: Richard.Ellis at Sun.COM (Richard Ellis) Date: Tue, 19 Dec 2006 12:52:56 +0000 Subject: [rt-users] Multiple values for $rtname Message-ID: <4587E0A8.9020007@sun.com> Hi, Is it possible to have multiple values for $rtname? I have been asked by some of the queue owners if their tickets can be differentiated from the standard config by making it appear that they are separate instance I suspect the answer may be no, but........... -- Richard Ellis .Sun B2B Operations Sun Microsystems x24727 http://sun.com From spydrrrrr at gmail.com Tue Dec 19 09:13:15 2006 From: spydrrrrr at gmail.com (spydrrrrr at gmail.com) Date: Tue, 19 Dec 2006 09:13:15 -0500 Subject: [rt-users] Which version to upgrade to? Message-ID: I am a little confused with the two versions that appear to be updated? the 3.4.X and the 3.6.x versions... I have version 3.4.2 and I want to upgrade soon... What is the best upgrade path to the latest version? and I am assuming that is the 3.6.2 correct? From kbrust at levanta.com Tue Dec 19 09:47:33 2006 From: kbrust at levanta.com (Kurt A. Brust) Date: Tue, 19 Dec 2006 09:47:33 -0500 Subject: [rt-users] BACKING UP RT WITH POSTGRES Message-ID: <1166539653.7377.57.camel@linux.site> What is the best way to do this? also what should be backed up? thanks From murphy at genome.chop.edu Tue Dec 19 10:19:14 2006 From: murphy at genome.chop.edu (Kevin Murphy) Date: Tue, 19 Dec 2006 10:19:14 -0500 Subject: [rt-users] BACKING UP RT WITH POSTGRES In-Reply-To: <1166539653.7377.57.camel@linux.site> References: <1166539653.7377.57.camel@linux.site> Message-ID: <458802F2.8040304@genome.chop.edu> Kurt A. Brust wrote: > What is the best way to do this? also what should be backed up? > Just use pg_dump to create a self-consistent snapshot of the database. Hopefully you have some general backup scheme to back up your systems, which will safeguard your RT customizations (RT_SiteConfig.pm at a minimum) as well as the database snapshot you create. E.g., I have a crontab for the 'postgres' superuser, which backs up my RT database (called rt3) to a single compressed SQL file: # Do a dump every day at 6:45pm 45 18 * * * /usr/local/pgsql/bin/pg_dump rt3 | gzip -c >/usr/local/pgsql/dumps/rt3.daily.dump.gz This dump can be slurped right into psql to restore the database if needed: gunzip -c rt3.daily.dump.gz | psql You could also use the 'custom' option on pg_dump, which can be used in concert with the pg_restore utility for greater flexibility. See the man page for pg_dump. When you do major postgresql version upgrades, you need to do dumps/restores, so it's good to know how to do this. -Kevin Murphy From sgolby at freshdirect.com Tue Dec 19 11:26:46 2006 From: sgolby at freshdirect.com (Scott Golby) Date: Tue, 19 Dec 2006 11:26:46 -0500 Subject: [rt-users] BACKING UP RT WITH POSTGRES Message-ID: <2D3D2157189440469065F42BBF3F9B3B0128E6A6@NYC1MS01.lic.corp.freshdirect.com> > What is the best way to do this? also what should be backed up? I'm doing a Dump of the DB /usr/bin/pg_dump rt3 > /root/backups/rt3-db-$TODAY_DATE.sql Then running tar and picking up that file, the whole of /opt/rt3 and rolling them into one package. You might also want to pick up the Apache config if you're not back it up elsewhere. - Scott From jmoseley at pgtv.com Tue Dec 19 11:20:12 2006 From: jmoseley at pgtv.com (jmoseley at pgtv.com) Date: Tue, 19 Dec 2006 10:20:12 -0600 Subject: [rt-users] search error in 3.6.2 Message-ID: I have applied the 3.6.1 patch referenced by the bug report at http://bugs.debian.org/cgi-bin/bugreport.cgi?bug=400655. It works. That patch did make it into the 3.6.2 release, but it appears there is a different search bug. When displaying a saved search on your home page (in 3.6.2), you get the following error. Not sure if this will show up when you try to perform a manual search using the same search parameters: could not find component for path '/Search/Elements/' Trace begun at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1197 HTML::Mason::Request::comp('HTML::Mason::Request::CGI=HASH(0xb5b1e98)', '/Search/Elements/', 'Order', 'ASC|ASC|ASC|ASC', 'Query', ' ( Status = \'new\' OR Status = \'open\' ) AND ( Cc.Name = \'jmoseley\' OR AdminCc.Name = \'jmoseley\' )', 'OrderBy', 'id|||', 'RowsPerPage', 50, 'Format', '\' __id__/TITLE:#\',^J\'__Subject__/TITLE:Subject\',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J\'__Priority__\',^J\'__NEWLINE__\',^J\'\',^J\'__Requestors__\',^J\'__CreatedRelative__\',^J\'__ToldRelative__\',^J\'__LastUpdatedRelative__\',^J\'__TimeLeft__\'', 'ShowNavigation', 0) called at /opt/rt3-3.6.2 /share/html/Elements/ShowSearch line 51 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.5 /HTML/Mason/Request.pm line 1315 HTML::Mason::Request::content('HTML::Mason::Request::CGI=HASH(0xb5b1e98)') called at /opt/rt3-3.6.2/share/html/Widgets/TitleBox line 49 HTML::Mason::Commands::__ANON__('title', 'cc tickets', 'title_href', 'Search/.html?Order=ASC%7CASC%7CASC%7CASC&Query=%20%20(%20%20Status%20%3D%20\'new\'%20OR%20Status%20%3D%20\'open\'%20)%20AND%20%20(%20%20Cc.Name%20%3D%20\'jmoseley\'%20OR%20AdminCc.Name%20%3D%20\'jmoseley\'%20)&OrderBy=id%7C%7C%7C&Format=\'%20%20%20%3Cb%3E%3Ca%20href%3D%22%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23\'%2C%0A\'%3Cb%3E%3Ca%20href%3D%22%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject\'%2C%0A\'__Status__\'%2C%0A\'__QueueName__\'%2C%0A\'__OwnerName__\'%2C%0A\'__Priority__\'%2C%0A\'__NEWLINE__\'%2C%0A\'\'%2C%0A\'%3Csmall%3E__Requestors__%3C%2Fsmall%3E\'%2C%0A\'%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E\'%2C%0A\'%3Csmall%3E__ToldRelative__%3C%2Fsmall%3E\'%2C%0A\'%3Csmall%3E__LastUpdatedRelative__%3C%2Fsmall%3E\'%2C%0A\'%3Csmall%3E__TimeLeft__%3C%2Fsmall%3E\'&RowsPerPage=50', 'titleright', '', 'titleright_href', undef) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb6e30f8)', 'title', 'cc tickets', 'title_href', 'Search/.html?Order=ASC%7CASC%7CASC%7CASC&Query=%20%20(%20%20Status%20%3D%20\'new\'%20OR%20Status%20%3D%20\'open\'%20)%20AND%20%20(%20%20Cc.Name%20%3D%20\'jmoseley\'%20OR%20AdminCc.Name%20%3D%20\'jmoseley\'%20)&OrderBy=id%7C%7C%7C&Format=\'%20%20%20%3Cb%3E%3Ca%20href%3D%22%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23\'%2C%0A\'%3Cb%3E%3Ca%20href%3D%22%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject\'%2C%0A\'__Status__\'%2C%0A\'__QueueName__\'%2C%0A\'__OwnerName__\'%2C%0A\'__Priority__\'%2C%0A\'__NEWLINE__\'%2C%0A\'\'%2C%0A\'%3Csmall%3E__Requestors__%3C%2Fsmall%3E\'%2C%0A\'%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E\'%2C%0A\'%3Csmall%3E__ToldRelative__%3C%2Fsmall%3E\'%2C%0A\'%3Csmall%3E__LastUpdatedRelative__%3C%2Fsmall%3E\'%2C%0A\'%3Csmall%3E__TimeLeft__%3C%2Fsmall%3E\'&RowsPerPage=50', 'titleright', '', 'titleright_href', undef) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1251 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef, undef, 'title', 'cc tickets', 'title_href', 'Search/.html?Order=ASC%7CASC%7CASC%7CASC&Query=%20%20(%20%20Status%20%3D%20\'new\'%20OR%20Status%20%3D%20\'open\'%20)%20AND%20%20(%20%20Cc.Name%20%3D%20\'jmoseley\'%20OR%20AdminCc.Name%20%3D%20\'jmoseley\'%20)&OrderBy=id%7C%7C%7C&Format=\'%20%20%20%3Cb%3E%3Ca%20href%3D%22%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23\'%2C%0A\'%3Cb%3E%3Ca%20href%3D%22%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject\'%2C%0A\'__Status__\'%2C%0A\'__QueueName__\'%2C%0A\'__OwnerName__\'%2C%0A\'__Priority__\'%2C%0A\'__NEWLINE__\'%2C%0A\'\'%2C%0A\'%3Csmall%3E__Requestors__%3C%2Fsmall%3E\'%2C%0A\'%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E\'%2C%0A\'%3Csmall%3E__ToldRelative__%3C%2Fsmall%3E\'%2C%0A\'%3Csmall%3E__LastUpdatedRelative__%3C%2Fsmall%3E\'%2C%0A\'%3Csmall%3E__TimeLeft__%3C%2Fsmall%3E\'&RowsPerPage=50', 'titleright', '', 'titleright_href', undef) called at /opt/rt3-3.6.2 /share/html/Elements/ShowSearch line 54 HTML::Mason::Commands::__ANON__('SavedSearch', 'RT::User-26-SavedSearch-43') called at /usr/lib/perl5/site_perl/5.8.5 /HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb6dba90)', 'SavedSearch', 'RT::User-26-SavedSearch-43') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1246 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef, 'SavedSearch', 'RT::User-26-SavedSearch-43') called at /opt/rt3-3.6.2 /share/html/Elements/MyRT line 97 HTML::Mason::Commands::_show('HASH(0xb6d2ae8)') called at /opt/rt3-3.6.2 /share/html/Elements/MyRT line 60 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.5 /HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb6c6d28)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1251 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef) called at /opt/rt3-3.6.2 /share/html/index.html line 79 HTML::Mason::Commands::__ANON__('pass', '****', 'user', 'jmoseley') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb5b39b0)', 'pass', '****', 'user', 'jmoseley') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1251 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef, undef, 'pass', '****', 'user', 'jmoseley') called at /opt/rt3-3.6.2/share/html/autohandler line 292 HTML::Mason::Commands::__ANON__('pass', '****', 'user', 'jmoseley') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb5d1bb0)', 'pass', '****', 'user', 'jmoseley') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1246 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef, undef, 'pass', '****', 'user', 'jmoseley') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 459 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 459 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 411 HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0xb5b1e98)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 192 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 192 HTML::Mason::Request::CGI::exec('HTML::Mason::Request::CGI=HASH(0xb5b1e98)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm line 342 HTML::Mason::Interp::exec(undef, undef, 'pass', '*****', 'user', 'jmoseley') called at /usr/lib/perl5/site_perl/5.8.5 /HTML/Mason/CGIHandler.pm line 123 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 123 HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0xb29e364)', 'HASH(0xb5b1ad0)') called at /usr/lib/perl5/site_perl/5.8.5 /HTML/Mason/CGIHandler.pm line 73 HTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH(0xb29e364)', 'CGI::Fast=HASH(0xb51660c)') called at /opt/rt3/bin/mason_handler.fcgi line 76 eval {...} at /opt/rt3/bin/mason_handler.fcgi line 76 James Moseley From Ulrike.Lindemann at desy.de Tue Dec 19 11:39:34 2006 From: Ulrike.Lindemann at desy.de (Ulrike Lindemann) Date: Tue, 19 Dec 2006 17:39:34 +0100 Subject: [rt-users] Problems with RTFM, e.g. search on custom fields Message-ID: <458815C6.8060304@desy.de> Hi, we run RT 3.6.1, RTFM 2.2.0RC4 on a Scientific Linux (RHEL based) and we have problems concerning the Search function namely the search on the custom fields. 1) When replying to a ticket, we put a search term in "Search for RTFM articles matching" Every article is listed twice, if the search term occurs in the title and in a custom field. A occurence in the summary is not listed twice. 2) We defined several custom fields for an article of the RTFM and would like to search on these custom fields. We do it as follows: - click on Overview in the RTFM - click on one class - then edit the search criteria - select in the advanced search a custom field and enter a search term - results in a list of all articles of that class Bookmarkable Link is e.g. https://..../RTFM/Article/Search.html?Problem~=outlook&class=6 3) In addition we have a request concerning the layout of the articles. Would it be possible to eliminate the bullets, which leads the fields. Any ideas or questions to the setup are welcome! Thanks, Ulrike From jlee at pbu.edu Tue Dec 19 11:45:36 2006 From: jlee at pbu.edu (Jay Lee) Date: Tue, 19 Dec 2006 11:45:36 -0500 Subject: [rt-users] search error in 3.6.2 In-Reply-To: References: Message-ID: <45881730.8030205@pbu.edu> jmoseley at pgtv.com wrote: > I have applied the 3.6.1 patch referenced by the bug report at > http://bugs.debian.org/cgi-bin/bugreport.cgi?bug=400655. It works. That > patch did make it into the 3.6.2 release, but it appears there is a > different search bug. > > When displaying a saved search on your home page (in 3.6.2), you get the > following error. Not sure if this will show up when you try to perform a > manual search using the same search parameters: > > could not find component for path '/Search/Elements/' > I can confirm this bug, I'm having similar experiences and have had to roll back to 3.6.1 for now. It seems if I recreate the Saved Search from scratch in 3.6.2 then it will show properly on the At a Glance page. However, it doesn't seem to honor the "Rows per box" setting nor any other max rows setting (for the Search itself or the one under search options). It always shows the unlimited query results which of course was killing my server with SQL and HTML generation load... Jay From jlee at pbu.edu Tue Dec 19 11:48:50 2006 From: jlee at pbu.edu (Jay Lee) Date: Tue, 19 Dec 2006 11:48:50 -0500 Subject: [rt-users] Feature Request: List of Saved Searches on RT at a Glance Message-ID: <458817F2.4060500@pbu.edu> My boss likes to be able to quickly view any of his employees open tickets at any given time. To do this now from the At a Glance page, he adds them to his RT at a glance: body list. This generates a very long page for him and also hammers the server everytime he refreshes. What I'd like to be able to do is add links to the Query itself to his At a Glance page without actually running the query every time he refreshes. Any way to do this? Something similar to Quick Search but using Saved Searches instead of a list of queues. Jay From jarends at uiuc.edu Tue Dec 19 12:01:18 2006 From: jarends at uiuc.edu (John Arends) Date: Tue, 19 Dec 2006 11:01:18 -0600 Subject: [rt-users] Bug in 3.6.2 with MyRT Global Config Message-ID: <45881ADE.6070000@uiuc.edu> On the global config screen, the link to edit global MyRT settings is working in the blue tool bar, but the link is bad in the white list area underneath it. The correct link is Admin/Global/MyRT.html but the link in the white area is Admin/Global/Admin/Global/MyRT.html I found the offending line here in /opt/rt3/share/html/Admin/Global/index.html: }, I => { title => loc('RT at a glance'), text => loc('Modify the default "RT at a glance" view'), path => 'Admin/Global/MyRT.html', }, but changing it has no effect, even if I restart Apache. The line should read: path => 'MyRT.html', Any idea how I can fix this? It seems like I should be able to just fix this line and restart Apache, but it didn't work. From jesse at bestpractical.com Tue Dec 19 12:24:00 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 19 Dec 2006 12:24:00 -0500 Subject: [rt-users] Bug in 3.6.2 with MyRT Global Config In-Reply-To: <45881ADE.6070000@uiuc.edu> References: <45881ADE.6070000@uiuc.edu> Message-ID: <20061219172400.GZ8974@bestpractical.com> On Tue, Dec 19, 2006 at 11:01:18AM -0600, John Arends wrote: > On the global config screen, the link to edit global MyRT settings is > working in the blue tool bar, but the link is bad in the white list area > underneath it. > Thanks. This will be fixed in 3.6.3, which, due to the saved search issue reported this morning, will likely appear today. > The correct link is Admin/Global/MyRT.html but the link in the white > area is Admin/Global/Admin/Global/MyRT.html > > but changing it has no effect, even if I restart Apache. The line should > read: path => 'MyRT.html', > > Any idea how I can fix this? It seems like I should be able to just fix > this line and restart Apache, but it didn't work. After you stop apache, rm /opt/rt3/var/mason_data/obj That should take care of it > > > _______________________________________________ > 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 > -- From Thomas.Dietmaier at dataphone.at Tue Dec 19 12:29:01 2006 From: Thomas.Dietmaier at dataphone.at (Thomas Dietmaier) Date: Tue, 19 Dec 2006 18:29:01 +0100 Subject: [rt-users] How to send a one-shot email on ticket creation Message-ID: Hello all, I am looking for a custom scrip action to send an email to a fixed address on creation of a ticket. The recipient should not become a watcher on the ticket. I did not manage to scavenge some code from the wiki -- any pointers are much appreciated. Thanks in advance Thomas Dietmaier. -- Dataphone GmbH Ottakringer Strasse 54, A-1170 Wien Tel. +43-(0)1-406 74 45-25 thomas.dietmaier at dataphone.at From jesse at bestpractical.com Tue Dec 19 12:53:22 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 19 Dec 2006 12:53:22 -0500 Subject: [rt-users] search error in 3.6.2 In-Reply-To: References: Message-ID: <20061219175322.GB8974@bestpractical.com> On Tue, Dec 19, 2006 at 10:20:12AM -0600, jmoseley at pgtv.com wrote: > > I have applied the 3.6.1 patch referenced by the bug report at > http://bugs.debian.org/cgi-bin/bugreport.cgi?bug=400655. It works. That > patch did make it into the 3.6.2 release, but it appears there is a > different search bug. Thanks! Sorry! We've reproduced this new bug and hope to have 3.6.3 out within the next couple hours. > > When displaying a saved search on your home page (in 3.6.2), you get the > following error. Not sure if this will show up when you try to perform a > manual search using the same search parameters: > > could not find component for path '/Search/Elements/' > > > Trace begun at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line > 1197 > HTML::Mason::Request::comp('HTML::Mason::Request::CGI=HASH(0xb5b1e98)', > '/Search/Elements/', 'Order', 'ASC|ASC|ASC|ASC', 'Query', ' ( Status = > \'new\' OR Status = \'open\' ) AND ( Cc.Name = \'jmoseley\' OR > AdminCc.Name = \'jmoseley\' )', 'OrderBy', 'id|||', 'RowsPerPage', 50, > 'Format', '\' href="/rt/Ticket/Display.html?id=__id__">__id__/TITLE:#\',^J\' href="/rt/Ticket/Display.html?id=__id__">__Subject__/TITLE:Subject\',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J\'__Priority__\',^J\'__NEWLINE__\',^J\'\',^J\'__Requestors__\',^J\'__CreatedRelative__\',^J\'__ToldRelative__\',^J\'__LastUpdatedRelative__\',^J\'__TimeLeft__\'', > 'ShowNavigation', 0) called at /opt/rt3-3.6.2 > /share/html/Elements/ShowSearch line 51 > HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.5 > /HTML/Mason/Request.pm line 1315 > HTML::Mason::Request::content('HTML::Mason::Request::CGI=HASH(0xb5b1e98)') > called at /opt/rt3-3.6.2/share/html/Widgets/TitleBox line 49 > HTML::Mason::Commands::__ANON__('title', 'cc tickets', 'title_href', > 'Search/.html?Order=ASC%7CASC%7CASC%7CASC&Query=%20%20(%20%20Status%20%3D%20\'new\'%20OR%20Status%20%3D%20\'open\'%20)%20AND%20%20(%20%20Cc.Name%20%3D%20\'jmoseley\'%20OR%20AdminCc.Name%20%3D%20\'jmoseley\'%20)&OrderBy=id%7C%7C%7C&Format=\'%20%20%20%3Cb%3E%3Ca%20href%3D%22%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23\'%2C%0A\'%3Cb%3E%3Ca%20href%3D%22%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject\'%2C%0A\'__Status__\'%2C%0A\'__QueueName__\'%2C%0A\'__OwnerName__\'%2C%0A\'__Priority__\'%2C%0A\'__NEWLINE__\'%2C%0A\'\'%2C%0A\'%3Csmall%3E__Requestors__%3C%2Fsmall%3E\'%2C%0A\'%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E\'%2C%0A\'%3Csmall%3E__ToldRelative__%3C%2Fsmall%3E\'%2C%0A\'%3Csmall%3E__LastUpdatedRelative__%3C%2Fsmall%3E\'%2C%0A\'%3Csmall%3E__TimeLeft__%3C%2Fsmall%3E\'&RowsPerPage=50', > 'titleright', '', 'titleright_href', undef) called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb6e30f8)', > 'title', 'cc tickets', 'title_href', > 'Search/.html?Order=ASC%7CASC%7CASC%7CASC&Query=%20%20(%20%20Status%20%3D%20\'new\'%20OR%20Status%20%3D%20\'open\'%20)%20AND%20%20(%20%20Cc.Name%20%3D%20\'jmoseley\'%20OR%20AdminCc.Name%20%3D%20\'jmoseley\'%20)&OrderBy=id%7C%7C%7C&Format=\'%20%20%20%3Cb%3E%3Ca%20href%3D%22%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23\'%2C%0A\'%3Cb%3E%3Ca%20href%3D%22%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject\'%2C%0A\'__Status__\'%2C%0A\'__QueueName__\'%2C%0A\'__OwnerName__\'%2C%0A\'__Priority__\'%2C%0A\'__NEWLINE__\'%2C%0A\'\'%2C%0A\'%3Csmall%3E__Requestors__%3C%2Fsmall%3E\'%2C%0A\'%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E\'%2C%0A\'%3Csmall%3E__ToldRelative__%3C%2Fsmall%3E\'%2C%0A\'%3Csmall%3E__LastUpdatedRelative__%3C%2Fsmall%3E\'%2C%0A\'%3Csmall%3E__TimeLeft__%3C%2Fsmall%3E\'&RowsPerPage=50', > 'titleright', '', 'titleright_href', undef) called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1251 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line > 1245 > HTML::Mason::Request::comp(undef, undef, undef, 'title', 'cc tickets', > 'title_href', > 'Search/.html?Order=ASC%7CASC%7CASC%7CASC&Query=%20%20(%20%20Status%20%3D%20\'new\'%20OR%20Status%20%3D%20\'open\'%20)%20AND%20%20(%20%20Cc.Name%20%3D%20\'jmoseley\'%20OR%20AdminCc.Name%20%3D%20\'jmoseley\'%20)&OrderBy=id%7C%7C%7C&Format=\'%20%20%20%3Cb%3E%3Ca%20href%3D%22%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23\'%2C%0A\'%3Cb%3E%3Ca%20href%3D%22%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject\'%2C%0A\'__Status__\'%2C%0A\'__QueueName__\'%2C%0A\'__OwnerName__\'%2C%0A\'__Priority__\'%2C%0A\'__NEWLINE__\'%2C%0A\'\'%2C%0A\'%3Csmall%3E__Requestors__%3C%2Fsmall%3E\'%2C%0A\'%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E\'%2C%0A\'%3Csmall%3E__ToldRelative__%3C%2Fsmall%3E\'%2C%0A\'%3Csmall%3E__LastUpdatedRelative__%3C%2Fsmall%3E\'%2C%0A\'%3Csmall%3E__TimeLeft__%3C%2Fsmall%3E\'&RowsPerPage=50', > 'titleright', '', 'titleright_href', undef) called at /opt/rt3-3.6.2 > /share/html/Elements/ShowSearch line 54 > HTML::Mason::Commands::__ANON__('SavedSearch', > 'RT::User-26-SavedSearch-43') called at /usr/lib/perl5/site_perl/5.8.5 > /HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb6dba90)', > 'SavedSearch', 'RT::User-26-SavedSearch-43') called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1246 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line > 1245 > HTML::Mason::Request::comp(undef, undef, 'SavedSearch', > 'RT::User-26-SavedSearch-43') called at /opt/rt3-3.6.2 > /share/html/Elements/MyRT line 97 > HTML::Mason::Commands::_show('HASH(0xb6d2ae8)') called at /opt/rt3-3.6.2 > /share/html/Elements/MyRT line 60 > HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.5 > /HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb6c6d28)') > called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1251 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line > 1245 > HTML::Mason::Request::comp(undef, undef) called at /opt/rt3-3.6.2 > /share/html/index.html line 79 > HTML::Mason::Commands::__ANON__('pass', '****', 'user', 'jmoseley') called > at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb5b39b0)', > 'pass', '****', 'user', 'jmoseley') called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1251 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line > 1245 > HTML::Mason::Request::comp(undef, undef, undef, 'pass', '****', 'user', > 'jmoseley') called at /opt/rt3-3.6.2/share/html/autohandler line 292 > HTML::Mason::Commands::__ANON__('pass', '****', 'user', 'jmoseley') called > at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb5d1bb0)', > 'pass', '****', 'user', 'jmoseley') called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1246 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line > 1245 > HTML::Mason::Request::comp(undef, undef, undef, 'pass', '****', 'user', > 'jmoseley') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm > line 459 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 459 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 411 > HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0xb5b1e98)') > called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 192 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line > 192 > HTML::Mason::Request::CGI::exec('HTML::Mason::Request::CGI=HASH(0xb5b1e98)') > called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm line 342 > HTML::Mason::Interp::exec(undef, undef, 'pass', '*****', 'user', > 'jmoseley') called at /usr/lib/perl5/site_perl/5.8.5 > /HTML/Mason/CGIHandler.pm line 123 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line > 123 > HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0xb29e364)', > 'HASH(0xb5b1ad0)') called at /usr/lib/perl5/site_perl/5.8.5 > /HTML/Mason/CGIHandler.pm line 73 > HTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH(0xb29e364)', > 'CGI::Fast=HASH(0xb51660c)') called at /opt/rt3/bin/mason_handler.fcgi > line 76 > eval {...} at /opt/rt3/bin/mason_handler.fcgi line 76 > > > > > James Moseley > > > _______________________________________________ > 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 > -- From nmetrowsky at digitalglobe.com Tue Dec 19 13:25:39 2006 From: nmetrowsky at digitalglobe.com (Nick Metrowsky) Date: Tue, 19 Dec 2006 11:25:39 -0700 Subject: [rt-users] Comment on 3.6.x - Quick Search and "Unowned" tickets Message-ID: To The Request Tracker Authors: After looking a bit at the 3.6.2 interface, I have one comment. The user can configure Request Tracker to display only certain queues of interest in the Quick Search box. Unfortunately, the same cannot be said for the "newest unowned tickets" box. It would be nice to only display tickets which are applicable to the queues that the user desires in the "Quick Search" box"or at least give the user the opportunity to select the queues they would like to see displayed in the "newest unowned tickets" box. A change of this nature would be beneficial to our user community and to Request Tracker users in general. Thank you for your time. 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 jesse at bestpractical.com Tue Dec 19 13:28:09 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 19 Dec 2006 13:28:09 -0500 Subject: [rt-users] Comment on 3.6.x - Quick Search and "Unowned" tickets In-Reply-To: References: Message-ID: On Dec 19, 2006, at 1:25 PM, Nick Metrowsky wrote: > To The Request Tracker Authors: > > > > After looking a bit at the 3.6.2 interface, I have one comment. The > user can configure Request Tracker to display only certain queues > of interest in the Quick Search box. Unfortunately, the same cannot > be said for the ?newest unowned tickets? box. It would be nice to > only display tickets which are applicable to the queues that the > user desires in the ?Quick Search? box?or at least give the user > the opportunity to select the queues they would like to see > displayed in the ?newest unowned tickets? box. A change of this > nature would be beneficial to our user community and to Request > Tracker users in general. > > Nick, Using RT's saved searches, it's quite easy for a user to construct his or her own "newest unowned tickets I care about" search and place it on his or her own portal. Best, Jesse > > > Thank you for your time. > > > > Nick > > > > ---------------------------------------------------------------------- > ----------- > Nick Metrowsky > Consulting System Administrator > 303-684-4785 Office > 303-684-4100 Fax > nmetrowsky at digitalglobe.com > DigitalGlobe ?, An Imaging and Information Company > http://www.digitalglobe.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 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From vivek at khera.org Tue Dec 19 15:32:08 2006 From: vivek at khera.org (Vivek Khera) Date: Tue, 19 Dec 2006 15:32:08 -0500 Subject: [rt-users] permissions on etc dir files. Message-ID: <3F222CFE-F176-41A3-97A4-CA0C27F3C82C@khera.org> I was just updating the FreeBSD port to rt 3.6.2 and finally got around to digging into why there are funky file permissions on the etc files. For some reason they are all set to 0500 permissions, but not a single file there needs to be executable... Shouldn't they get 0400 instead? Also, I'd like to suggest that the config files be chgrp'd to the WEB_GROUP group to ensure that the http server can read them. Otherwise RT fails to run. I'm patching these changes into the FreeBSD port for now, but I think they ought to be in the original sources. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2530 bytes Desc: not available URL: From jlee at pbu.edu Tue Dec 19 15:37:52 2006 From: jlee at pbu.edu (Jay Lee) Date: Tue, 19 Dec 2006 15:37:52 -0500 Subject: [rt-users] Bug in 3.6.2 with MyRT Global Config In-Reply-To: <20061219172400.GZ8974@bestpractical.com> References: <45881ADE.6070000@uiuc.edu> <20061219172400.GZ8974@bestpractical.com> Message-ID: <45884DA0.2090808@pbu.edu> Jesse Vincent wrote: > > On Tue, Dec 19, 2006 at 11:01:18AM -0600, John Arends wrote: > >> On the global config screen, the link to edit global MyRT settings is >> working in the blue tool bar, but the link is bad in the white list area >> underneath it. >> >> > > Thanks. This will be fixed in 3.6.3, which, due to the saved search > issue reported this morning, will likely appear today. > Excellent, did you see my email earlier about an additional issue with Saved Searches returning unlimited results on the At a glance page? This seems to occur even when the search is created in 3.6.2. No setting seems to limit the number of rows returned... Not sure if this one should go in 3.6.3 also. Thanks for your hard work Jesse, Jay -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Tue Dec 19 15:39:56 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 19 Dec 2006 15:39:56 -0500 Subject: [rt-users] search error in 3.6.2 In-Reply-To: <45881730.8030205@pbu.edu> References: <45881730.8030205@pbu.edu> Message-ID: <20061219203956.GH8974@bestpractical.com> Can the two of you give RT 3.6.3rc1 a shot to see if it does the right thing? On Tue, Dec 19, 2006 at 11:45:36AM -0500, Jay Lee wrote: > jmoseley at pgtv.com wrote: > >I have applied the 3.6.1 patch referenced by the bug report at > >http://bugs.debian.org/cgi-bin/bugreport.cgi?bug=400655. It works. That > >patch did make it into the 3.6.2 release, but it appears there is a > >different search bug. > > > >When displaying a saved search on your home page (in 3.6.2), you get the > >following error. Not sure if this will show up when you try to perform a > >manual search using the same search parameters: > > > >could not find component for path '/Search/Elements/' > > > I can confirm this bug, I'm having similar experiences and have had to > roll back to 3.6.1 for now. > > It seems if I recreate the Saved Search from scratch in 3.6.2 then it > will show properly on the At a Glance page. However, it doesn't seem to > honor the "Rows per box" setting nor any other max rows setting (for the > Search itself or the one under search options). It always shows the > unlimited query results which of course was killing my server with SQL > and HTML generation load... > > Jay > _______________________________________________ > 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 > -- From jesse at bestpractical.com Tue Dec 19 15:44:00 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 19 Dec 2006 15:44:00 -0500 Subject: [rt-users] Bug in 3.6.2 with MyRT Global Config In-Reply-To: <45884DA0.2090808@pbu.edu> References: <45881ADE.6070000@uiuc.edu> <20061219172400.GZ8974@bestpractical.com> <45884DA0.2090808@pbu.edu> Message-ID: <20061219204359.GI8974@bestpractical.com> On Tue, Dec 19, 2006 at 03:37:52PM -0500, Jay Lee wrote: > Jesse Vincent wrote: > > > >On Tue, Dec 19, 2006 at 11:01:18AM -0600, John Arends wrote: > > > >>On the global config screen, the link to edit global MyRT settings is > >>working in the blue tool bar, but the link is bad in the white list area > >>underneath it. > >> > >> > > > >Thanks. This will be fixed in 3.6.3, which, due to the saved search > >issue reported this morning, will likely appear today. > > > Excellent, did you see my email earlier about an additional issue with > Saved Searches returning unlimited results on the At a glance page? > This seems to occur even when the search is created in 3.6.2. No > setting seems to limit the number of rows returned... Not sure if this > one should go in 3.6.3 also. I believe Ruslan has fixed both issues. If you can give me a shout about whether rc1 works, I'll release 3.6.3 before I get on a plane today. > Thanks for your hard work Jesse, > > Jay -- From vivek at khera.org Tue Dec 19 15:56:40 2006 From: vivek at khera.org (Vivek Khera) Date: Tue, 19 Dec 2006 15:56:40 -0500 Subject: [rt-users] Auto Reply not sending In-Reply-To: <4586C22F.8030908@sun.com> References: <4586C22F.8030908@sun.com> Message-ID: <0B16ED29-C3CC-453A-BD68-1C7649B85FC0@khera.org> anything in the mail logs? are the autoreplies configured per-queue or globally? On Dec 18, 2006, at 11:30 AM, Richard Ellis wrote: > When an email is received, the ticket is parsed correctly, custom > fields are created and filled, ticket is put in the right queue > etc, but the email to the requestor and to the Admin CC's to notify > of arrival are not being sent. After that, everything works fine. > > This only affects a few queues, some of which have been working for > ages. I have compared the config to queues that are working and > they are identical, even down to the same template files and scrip > names. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2530 bytes Desc: not available URL: From vivek at khera.org Tue Dec 19 16:01:59 2006 From: vivek at khera.org (Vivek Khera) Date: Tue, 19 Dec 2006 16:01:59 -0500 Subject: [rt-users] What's new in 3.6.2? In-Reply-To: <1166517318.6606.0.camel@localhost.localdomain> References: <1166517318.6606.0.camel@localhost.localdomain> Message-ID: <85E867B5-AAE9-4608-9FF4-CA71FAB7F232@khera.org> On Dec 19, 2006, at 3:35 AM, Alessio Fattorini wrote: > I have 3.6.1, what's new? > What bug fix? What features? > Tell me thanks.. > Alessio Jesse's release announcement had a list of fixes and features. You might want to go back and read that. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2530 bytes Desc: not available URL: From vivek at khera.org Tue Dec 19 16:03:11 2006 From: vivek at khera.org (Vivek Khera) Date: Tue, 19 Dec 2006 16:03:11 -0500 Subject: [rt-users] Multiple values for $rtname In-Reply-To: <4587E0A8.9020007@sun.com> References: <4587E0A8.9020007@sun.com> Message-ID: On Dec 19, 2006, at 7:52 AM, Richard Ellis wrote: > Is it possible to have multiple values for $rtname? Not on a single RT instance. With fastcgi, you could actually run multiple instances with minimal extra resources. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2530 bytes Desc: not available URL: From vivek at khera.org Tue Dec 19 16:06:20 2006 From: vivek at khera.org (Vivek Khera) Date: Tue, 19 Dec 2006 16:06:20 -0500 Subject: [rt-users] permissions on etc dir files. In-Reply-To: <3F222CFE-F176-41A3-97A4-CA0C27F3C82C@khera.org> References: <3F222CFE-F176-41A3-97A4-CA0C27F3C82C@khera.org> Message-ID: On Dec 19, 2006, at 3:32 PM, Vivek Khera wrote: > I was just updating the FreeBSD port to rt 3.6.2 and finally got > around to digging into why there are funky file permissions on the > etc files. For some reason they are all set to 0500 permissions, > but not a single file there needs to be executable... Shouldn't > they get 0400 instead? Also, I'd like to suggest that the config > files be chgrp'd to the WEB_GROUP group to ensure that the http > server can read them. Otherwise RT fails to run. Also, the config files themselves don't need to be 0550 mode, but 0440. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2530 bytes Desc: not available URL: From jesse at bestpractical.com Tue Dec 19 16:07:03 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 19 Dec 2006 16:07:03 -0500 Subject: [rt-users] Multiple values for $rtname In-Reply-To: References: <4587E0A8.9020007@sun.com> Message-ID: <20061219210702.GK8974@bestpractical.com> On Tue, Dec 19, 2006 at 04:03:11PM -0500, Vivek Khera wrote: > > On Dec 19, 2006, at 7:52 AM, Richard Ellis wrote: > > >Is it possible to have multiple values for $rtname? > > Not on a single RT instance. Au contraire: http://search.cpan.org/~jesse/RT-Extension-BrandedQueues-0.1/ > With fastcgi, you could actually run multiple instances with minimal > extra resources. > _______________________________________________ > 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 -- From jmoseley at pgtv.com Tue Dec 19 16:14:52 2006 From: jmoseley at pgtv.com (jmoseley at pgtv.com) Date: Tue, 19 Dec 2006 15:14:52 -0600 Subject: [rt-users] search error in 3.6.2 In-Reply-To: <20061219203956.GH8974@bestpractical.com> Message-ID: All, 3.6.3 rc1 seems to have fixed the 'saved search' error. Additionally, the number of rows displays correctly as well. Cursorily, things look just fine. James Moseley Jesse Vincent To Jay Lee 12/19/2006 02:39 cc PM jmoseley at pgtv.com, rt-users at lists.bestpractical.com Subject Re: [rt-users] search error in 3.6.2 Can the two of you give RT 3.6.3rc1 a shot to see if it does the right thing? On Tue, Dec 19, 2006 at 11:45:36AM -0500, Jay Lee wrote: > jmoseley at pgtv.com wrote: > >I have applied the 3.6.1 patch referenced by the bug report at > >http://bugs.debian.org/cgi-bin/bugreport.cgi?bug=400655. It works. That > >patch did make it into the 3.6.2 release, but it appears there is a > >different search bug. > > > >When displaying a saved search on your home page (in 3.6.2), you get the > >following error. Not sure if this will show up when you try to perform a > >manual search using the same search parameters: > > > >could not find component for path '/Search/Elements/' > > > I can confirm this bug, I'm having similar experiences and have had to > roll back to 3.6.1 for now. > > It seems if I recreate the Saved Search from scratch in 3.6.2 then it > will show properly on the At a Glance page. However, it doesn't seem to > honor the "Rows per box" setting nor any other max rows setting (for the > Search itself or the one under search options). It always shows the > unlimited query results which of course was killing my server with SQL > and HTML generation load... > > Jay > _______________________________________________ > 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 > -- From Jose.Viegas at embrapa.br Tue Dec 19 16:18:32 2006 From: Jose.Viegas at embrapa.br (Jose Viegas Cardoso - DTI) Date: Tue, 19 Dec 2006 19:18:32 -0200 Subject: [rt-users] "Right could not be revoked" from Everyone and Unprivileged Message-ID: <45885728.1090603@embrapa.br> Can someone tell me if there is a solution for this problem ? Or the only solution is to delete all the database and start from begining again ? I have been using RT for three years and it would not be a good choice ! Problem: "Right could not be revoked" from Everyone and Unprivileged There seems to be an issue with revoking DelegateRights and SuperUser privileges from the Unprivileged and Everyone system accounts. Granting and revoking privileges from the Privileged system group works fine, it's just the two others that hang up. Attempting to delete the rights separately shows the same behavior and log entries. RT version = 3.6.1 I have tried with 3.6.2 too and the problem persists ! -- Atenciosamente, -- Jose Viegas Cardoso - Jose.Viegas at embrapa.br - Fone: (61) 3448-4355 EMBRAPA/DTI - Brasilia, DF, Brasil - http://www.embrapa.br/ -- Aviso de confidencialidade Esta mensagem da Empresa Brasileira de Pesquisa Agropecu?ria (Embrapa), empresa p?blica federal regida pelo disposto na Lei Federal no. 5.851, de 7 de dezembro de 1972, ? enviada exclusivamente a seu destinat?rio e pode conter informa??es confidenciais, protegidas por sigilo profissional. Sua utiliza??o desautorizada ? ilegal e sujeita o infrator ?s penas da lei. Se voc? a recebeu indevidamente, queira, por gentileza, reenvi?-la ao emitente, esclarecendo o equivoco. Confidentiality note This message from Empresa Brasileira de Pesquisa Agropecu?ria (Embrapa) a government company established under Brazilian law (5.851/72) is directed exclusively to its addresse and may contain confidential data, protected under professional secrecy rules. Its unauthorized use is illegal and may subject the transgressor to the law's penalties. If you're not the addresse, please send it back, elucidating the failure. From baloo at ursine.ca Tue Dec 19 15:44:46 2006 From: baloo at ursine.ca (Paul Johnson) Date: Tue, 19 Dec 2006 12:44:46 -0800 Subject: [rt-users] Re: What's new in 3.6.2? References: <1166517318.6606.0.camel@localhost.localdomain> Message-ID: Alessio Fattorini wrote: > I have 3.6.1, what's new? > What bug fix? What features? Did you check the changelog? It comes with the tarball... From daviswj at comcast.net Tue Dec 19 18:51:01 2006 From: daviswj at comcast.net (Bill Davis) Date: Tue, 19 Dec 2006 16:51:01 -0700 Subject: [rt-users] Problems upgrading RTFM to 2.2.0RC4 In-Reply-To: <200612190425.kBJ4PCE6018920@remora.cc.uic.edu> References: <200612190425.kBJ4PCE6018920@remora.cc.uic.edu> Message-ID: <45887AE5.8070509@comcast.net> I'm stuck, can't seem to go forward to 2.2.RC4, can't seem to go back to where I was, even though I suspect my articles are still in the database somewhere ... Still hoping somebody (with more knowledge of RTFM & RT than me) can help ... Bill Davis Bob Goldstein wrote: >> I'm using RT 3.6.1 with an unknown version of RTFM installed (though I >> think it is probably RTFM 2.1.40 based on the time frame installed) and >> am trying to migrate to RTFM 2.2.0RC4. Downloaded the file, read the >> README file, didn't seem to fit the upgrade instructions (not upgrading >> > >from a 2.0.x release), ... so tried the normal install instructions > >> (make Makefile.PL, make install), omitted "make initdb" because it >> wasn't an "initial install", stopped and started the webserver. >> >> Appears I now have an upgraded version, however all previous RTFM >> articles, while they still exist, have no content. >> >> Before I muck it up further would appreciate some advice: >> >> 1. How do you tell what version of RTFM is installed? ... I can't seem >> to find it anywhere? >> 2. How can I get my article content back & properly complete the >> upgrade? ... should I run the "make initdb" command or will this >> overwrite the existing tables in the database? >> >> > > Notice that /etc/upgrades has three directories: > 2.1.0 2.1.30 2.2.0RC2 > > You must apply the upgrade from these for each version > later than the one you are upgrading. If you are starting with > 2.1.40, then you need apply 2.2.0RC2 > > But also, the README left out a critical piece. > That is, the upgrade will break the association of > which custom fields go with which classes (which is why > your articles now appear to have no content.) To get it back: > > Login the RT web interface-> > Config->RTFM->Custom Fields->->Apply-> Select the classes > the customfield will apply to (the common is to select all) and then click Send > > bobg Thanks for the reply. Since I'd already run "make Makefile.PL" & "make install", picked up the update instructions with the following (producing the responses indicated): > [root at BlackHole RTFM-2.2.0RC4]# /opt/rt3/sbin/rt-setup-database > --action schema \ --datadir etc/upgrade/2.2.0RC2 --dba root > --dba-password xxxxxx > Creating database schema. > readline() on closed filehandle SCHEMA_LOCAL at > /opt/rt3/sbin/rt-setup-database line 192. > Problem with statement: > > CREATE TABLE Attachments ( > id INTEGER NOT NULL AUTO_INCREMENT, > TransactionId integer NOT NULL , > Parent integer NOT NULL DEFAULT 0 , > MessageId varchar(160) NULL , > Subject varchar(255) NULL , > Filename varchar(255) NULL , > ContentType varchar(80) NULL , > ContentEncoding varchar(80) NULL , > Content LONGTEXT NULL , > Headers LONGTEXT NULL , > Creator integer NOT NULL DEFAULT 0 , > Created DATETIME NULL , > PRIMARY KEY (id) > ) TYPE=InnoDB > Table 'Attachments' already exists at > /opt/rt3/sbin/rt-setup-database line 212. > [root at BlackHole RTFM-2.2.0RC4]# /opt/rt3/sbin/rt-setup-database > --action acl \ - -datadir etc/upgrade/2.2.0RC2 --dba root > --dba-password xxxxxx > Done setting up database ACLs. > [root at BlackHole RTFM-2.2.0RC4]# /opt/rt3/sbin/rt-setup-database > --action insert \ --datadir etc/upgrade/2.2.0RC2 --dba root > --dba-password xxxxxx > Use of uninitialized value in concatenation (.) or string at > /opt/rt3/sbin/rt-se tup-database line 162. > [Tue Dec 19 09:25:12 2006] [crit]: Can't locate /content in @INC > (@INC contains: /opt/rt3/lib /opt/rt3/local/lib > /usr/lib/perl5/site_perl/5.8.8/i386-linux-threa d-multi > /usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi > /usr/lib/perl5/si te_perl/5.8.6/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.5/i386-linux- thread-multi > /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi > /usr/lib/per l5/site_perl/5.8.3/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.8 /usr/l ib/perl5/site_perl/5.8.7 > /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl /5.8.5 > /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 > /usr/lib/pe rl5/site_perl > /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi /usr/lib/ > perl5/vendor_perl/5.8.7/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.6 /i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-mult i > /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi > /usr/lib/perl5/vendor _perl/5.8.3/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/pe rl5/vendor_perl/5.8.7 > /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_per l/5.8.5 > /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 > /usr/l ib/perl5/vendor_perl > /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5 /5.8.8 > .) at /opt/rt3/sbin/rt-setup-database line 456. > (/opt/rt3/lib/RT.pm:317) > Can't locate /content in @INC (@INC contains: /opt/rt3/lib > /opt/rt3/local/lib /u > sr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5. 8.7/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-mul ti > /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi > /usr/lib/perl5/site_pe rl/5.8.4/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.3/i386-linux-threa d-multi > /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 > /usr/lib/p erl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 > /usr/lib/perl5/site_perl/5.8 .4 /usr/lib/perl5/site_perl/5.8.3 > /usr/lib/perl5/site_perl /usr/lib/perl5/vendor > _perl/5.8.8/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.7/i386-linux- thread-multi > /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi > /usr/lib/p erl5/vendor_perl/5.8.5/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.4/ i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7 > /usr/lib/perl 5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 > /usr/lib/perl5/vendor_perl/ 5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 > /usr/lib/perl5/vendor_perl /usr/lib/perl5 > /5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 .) at > /opt/rt3/sbin/rt-setup -database line 456. > [root at BlackHole RTFM-2.2.0RC4]# This collection of errors messages didn't give me a warm fuzzy feeling & stopping & restarting the webserver, I'm seeing the same results: previous articles listed, but with no contents. The configuration for RTFM also seems to have no custom fields listed. Ideas welcome ... Bill Davis From rwerner at usscript.com Tue Dec 19 19:30:55 2006 From: rwerner at usscript.com (Robert G. Werner) Date: Tue, 19 Dec 2006 16:30:55 -0800 Subject: [rt-users] search error in 3.6.2 In-Reply-To: <45881730.8030205@pbu.edu> References: <45881730.8030205@pbu.edu> Message-ID: <4588843F.3040705@usscript.com> Jay Lee wrote: > jmoseley at pgtv.com wrote: >> I have applied the 3.6.1 patch referenced by the bug report at >> http://bugs.debian.org/cgi-bin/bugreport.cgi?bug=400655. It works. That >> patch did make it into the 3.6.2 release, but it appears there is a >> different search bug. [snip]ls from O'Reilly Media. Buy > a copy at http://rtbook.bestpractical.com Me 3. I just blew away the saved search and recreated it. Sucks but ... -- Robert G. Werner (Network Systems Administrator) rwerner at usscript.com 559.244.3734 "But Huey, you PROMISED!" "Tell 'em I lied." From ruslan.zakirov at gmail.com Tue Dec 19 20:38:35 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 20 Dec 2006 04:38:35 +0300 Subject: [rt-users] search error in 3.6.2 In-Reply-To: <45881730.8030205@pbu.edu> References: <45881730.8030205@pbu.edu> Message-ID: <589c94400612191738h7496de1avbdbbb64ad609bbdb@mail.gmail.com> Please, check 3.6.3-RC2, I hope we fixed issue with unlimited saved searches. On 12/19/06, Jay Lee wrote: > jmoseley at pgtv.com wrote: > > I have applied the 3.6.1 patch referenced by the bug report at > > http://bugs.debian.org/cgi-bin/bugreport.cgi?bug=400655. It works. That > > patch did make it into the 3.6.2 release, but it appears there is a > > different search bug. > > > > When displaying a saved search on your home page (in 3.6.2), you get the > > following error. Not sure if this will show up when you try to perform a > > manual search using the same search parameters: > > > > could not find component for path '/Search/Elements/' > > > I can confirm this bug, I'm having similar experiences and have had to > roll back to 3.6.1 for now. > > It seems if I recreate the Saved Search from scratch in 3.6.2 then it > will show properly on the At a Glance page. However, it doesn't seem to > honor the "Rows per box" setting nor any other max rows setting (for the > Search itself or the one under search options). It always shows the > unlimited query results which of course was killing my server with SQL > and HTML generation load... > > Jay > _______________________________________________ > 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 > -- Best regards, Ruslan. From todd at chaka.net Tue Dec 19 20:54:33 2006 From: todd at chaka.net (Todd Chapman) Date: Tue, 19 Dec 2006 20:54:33 -0500 Subject: [rt-users] Outgoing e-mail being recorded when there are no recipeints. Message-ID: <20061220015433.GA869@chaka.net> All, Is/was there a recent bug where an outgoing e-mail would be recorded even though there were no recipients? I am experiencing this with RT 3.6.2. Thanks. -Todd From bobg at uic.edu Tue Dec 19 21:33:53 2006 From: bobg at uic.edu (Bob Goldstein) Date: Tue, 19 Dec 2006 20:33:53 -0600 Subject: [rt-users] Problems upgrading RTFM to 2.2.0RC4 In-Reply-To: Your message of "Tue, 19 Dec 2006 16:51:01 MST." <45887AE5.8070509@comcast.net> Message-ID: <200612200233.kBK2XrZA025317@remora.cc.uic.edu> >I'm stuck, can't seem to go forward to 2.2.RC4, can't seem to go back to >where I was, even though I suspect my articles are still in the database >somewhere ... > >Still hoping somebody (with more knowledge of RTFM & RT than me) can >help ... > Did you try this? >> >> Login the RT web interface-> >> Config->RTFM->Custom Fields->->Apply-> Select the classes >> the customfield will apply to (the common is to select all) and then click S >end >> bobg From todd at chaka.net Tue Dec 19 21:41:46 2006 From: todd at chaka.net (Todd Chapman) Date: Tue, 19 Dec 2006 21:41:46 -0500 Subject: [rt-users] Outgoing e-mail being recorded when there are no recipeints. In-Reply-To: <20061220015433.GA869@chaka.net> References: <20061220015433.GA869@chaka.net> Message-ID: <20061220024146.GB869@chaka.net> On Tue, Dec 19, 2006 at 08:54:33PM -0500, Todd Chapman wrote: > All, > > Is/was there a recent bug where an outgoing e-mail would > be recorded even though there were no recipients? I am > experiencing this with RT 3.6.2. > > Thanks. > >From talking to Ruslan it appears this is a bug as a result of recent refactoring. I have a temporary local workaround but hope a permanent fix is in 3.6.>2. As it stands now there can be as many as three worthless EmailRecord transactions for every correspondence using RT's default scrips. -Todd From theillien at yahoo.com Tue Dec 19 22:33:12 2006 From: theillien at yahoo.com (Mathew Snyder) Date: Tue, 19 Dec 2006 22:33:12 -0500 Subject: [rt-users] Auto Reply not sending In-Reply-To: <4586C22F.8030908@sun.com> References: <4586C22F.8030908@sun.com> Message-ID: <4588AEF8.1010707@yahoo.com> Still no word on this? Mathew Richard Ellis wrote: > Hi Guys, > > I really could use some ideas to track this one down. > RT3.4.5 on Solaris 9, Perl 5.8.1 using MySQL and Sendmail. > > When an email is received, the ticket is parsed correctly, custom fields > are created and filled, ticket is put in the right queue etc, but the > email to the requestor and to the Admin CC's to notify of arrival are > not being sent. After that, everything works fine. > > This only affects a few queues, some of which have been working for > ages. I have compared the config to queues that are working and they are > identical, even down to the same template files and scrip names. > > Anyone any ideas how to find this? > From pkime at Shopzilla.com Wed Dec 20 00:56:59 2006 From: pkime at Shopzilla.com (Philip Kime) Date: Tue, 19 Dec 2006 21:56:59 -0800 Subject: [rt-users] RT on database in read-only mode? Message-ID: <9C0091F428E697439E7A773FFD083427435CA6@szexchange.Shopzilla.inc> Running mysql 5 under RT with a master/slave configuration and I would like to be able to make one of the slaved read-only. This is impossible using RT rights because that means altering the database on the slave which eventually (or quickly ...) breaks mysql replication because of duplicate IDs in the RT transaction table. Starting Mysql on the slave "read-only" would be nicer but RT won't start at all in this case because it complains about not being able to write session data. It mentioned /usr/local/rt/var/session_data. Is there any way to force RT to use the filesystem locations for session data etc. so that the DB can be completely read-only? PK -- Philip Kime NOPS Systems Architect 310 401 0407 -------------- next part -------------- An HTML attachment was scrubbed... URL: From daviswj at comcast.net Wed Dec 20 00:49:48 2006 From: daviswj at comcast.net (Bill Davis) Date: Tue, 19 Dec 2006 22:49:48 -0700 Subject: [rt-users] Problems upgrading RTFM to 2.2.0RC4 In-Reply-To: <200612200233.kBK2XrZA025317@remora.cc.uic.edu> References: <200612200233.kBK2XrZA025317@remora.cc.uic.edu> Message-ID: <4588CEFC.9000101@comcast.net> An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Wed Dec 20 02:33:35 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 20 Dec 2006 02:33:35 -0500 Subject: [rt-users] Problems upgrading RTFM to 2.2.0RC4 In-Reply-To: <4588CEFC.9000101@comcast.net> Message-ID: <20061220073345.16D534D81C8@diesel.bestpractical.com> The readme mentions a special post-2.0 upgrade script. Did the output from that look ok? ------- Original message ------- From: Bill Davis Sent: 12/19, 22:49 > Thanks Bob ...., > > Yes I did, ... but it has no effect because there are now no custom fields listed under Config->RTFM->Custom Fields-> > > ... the drop-down list is empty. > > Bill Davis > > Bob Goldstein wrote: > I'm stuck, can't seem to go forward to 2.2.RC4, can't seem to go back to > where I was, even though I suspect my articles are still in the database > somewhere ... > > Still hoping somebody (with more knowledge of RTFM & RT than me) can > help ... > > > > > Did you try this? > > > Login the RT web interface-> > Config->RTFM->Custom Fields->->Apply-> Select the classes > the customfield will apply to (the common is to select all) and then click S > > > end > > > > bobg > > > From a.fattorini at abanet.it Wed Dec 20 03:07:17 2006 From: a.fattorini at abanet.it (Alessio Fattorini) Date: Wed, 20 Dec 2006 09:07:17 +0100 Subject: [rt-users] What's new in 3.6.2? In-Reply-To: <589c94400612190929u41ee0390sb8ba4ceae8179f69@mail.gmail.com> References: <1166517318.6606.0.camel@localhost.localdomain> <589c94400612190929u41ee0390sb8ba4ceae8179f69@mail.gmail.com> Message-ID: <1166602038.6606.10.camel@localhost.localdomain> Il giorno mar, 19/12/2006 alle 20.29 +0300, Ruslan Zakirov ha scritto: > look into announcement letter. I cannot read it in archive, i'm new in ML I read: Skipped content of type multipart/signed-------------- next part -------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From Richard.Ellis at Sun.COM Wed Dec 20 04:17:52 2006 From: Richard.Ellis at Sun.COM (Richard Ellis) Date: Wed, 20 Dec 2006 09:17:52 +0000 Subject: [rt-users] Auto Reply not sending In-Reply-To: <20061219210340.689DB4D81A7@diesel.bestpractical.com> References: <20061219210340.689DB4D81A7@diesel.bestpractical.com> Message-ID: <4588FFC0.8090307@sun.com> Hi, Auto Replies are configured per queue. I'm using AutoAssign as a workaround at the moment, so that triggers an email. This affects 4 queues out of 125, 2 are long established queues that have always worked and 2 are reasonably new. I have verified that all the scrips are built the same, with the exception of the first on, which is specific to the main queue afected. xxxxx Custom Fields On Create Extract Custom Field Values with template xxxxx Custom Data AutoReply On Create Autoreply To Requestors with template Autoreply-English Comment1 On Comment Notify Requestors, Ccs and AdminCcs as Comment with template Comment-English Correspond1 On Correspond Notify Requestors, Ccs and AdminCcs as Comment with template Correspondence-English Correspond2 On Correspond Notify Other Recipients with template Correspondence-English Comment2 On Comment Notify Other Recipients as Comment with template Comment-English resolved On Resolve Notify Requestors, Ccs and AdminCcs with template Resolved-English Admin CC's On Create Notify AdminCcs with template Transaction-English Anyone any suggestions at all, no matter how wild? Rik Message: 5 Date: Tue, 19 Dec 2006 15:56:40 -0500 From: Vivek Khera Subject: Re: [rt-users] Auto Reply not sending To: RT Users Message-ID: <0B16ED29-C3CC-453A-BD68-1C7649B85FC0 at khera.org> Content-Type: text/plain; charset="us-ascii" anything in the mail logs? are the autoreplies configured per-queue or globally? On Dec 18, 2006, at 11:30 AM, Richard Ellis wrote: > > When an email is received, the ticket is parsed correctly, custom > > fields are created and filled, ticket is put in the right queue > > etc, but the email to the requestor and to the Admin CC's to notify > > of arrival are not being sent. After that, everything works fine. > > > > This only affects a few queues, some of which have been working for > > ages. I have compared the config to queues that are working and > > they are identical, even down to the same template files and scrip > > names. > -- Richard Ellis .Sun B2B Operations Sun Microsystems x24727 http://sun.com From Richard.Ellis at Sun.COM Wed Dec 20 04:28:17 2006 From: Richard.Ellis at Sun.COM (Richard Ellis) Date: Wed, 20 Dec 2006 09:28:17 +0000 Subject: [rt-users] Re: Multiple values for $rtname In-Reply-To: <20061219210340.689DB4D81A7@diesel.bestpractical.com> References: <20061219210340.689DB4D81A7@diesel.bestpractical.com> Message-ID: <45890231.50906@sun.com> Hi Jesse, That gives warnings: ># perl Makefile.PL Using RT configurations from /opt/rt3/lib/RT.pm: ./html => /opt/rt3/share/html ./lib => /opt/rt3/local/lib Checking if your kit is complete... Warning: the following files are missing in your kit: html/Callbacks/RT-Extension-BrandedQueues/Admin/Queues/Modify.html/Default html/Callbacks/RT-Extension-BrandedQueues/Admin/Queues/Modify.html/ProcessLinks Please inform the author. Writing Makefile for RT::Extension::BrandedQueues Don't think that is supposed to happen :) Rik -- Richard Ellis .Sun B2B Operations Sun Microsystems x24727 http://sun.com From daviswj at comcast.net Wed Dec 20 04:49:48 2006 From: daviswj at comcast.net (Bill Davis) Date: Wed, 20 Dec 2006 02:49:48 -0700 Subject: [rt-users] Problems upgrading RTFM to 2.2.0RC4 In-Reply-To: <20061220073345.16D534D81C8@diesel.bestpractical.com> References: <20061220073345.16D534D81C8@diesel.bestpractical.com> Message-ID: <4589073C.3020203@comcast.net> After scratching my head a bit trying to figure out what "special post-2.0 upgrade script", decided it had to be the 2nd step in the README's upgrade procedures: "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" I had omitted that step because my best guess had been that the original RTFM install was already a 2.1.xx version (still wondering how the user can tell for sure which RTFM version is currently installed?) & was unsure if it applied because the upgrade instructions are labeled "(From any 2.0.x release)". Decided to retrace my steps and go thru the upgrade instructions step by step (omitting nothing) including executing step 4 for 2.1.0, 2.1.30, & 2.2.0RC2. Step 1 threw up the warning: Warning: prerequisite RT 3.4.2 not found. We have 3.006001. ... ignored. Step 2 appeared to properly migrate my custom fields & transactions. Step 4 warned that for each version's "--action schema" command that "Table 'Attachments' already exists at /opt/rt3/sbin/rt-setup-database line 212." & for each version's "--action insert" command that "Use of uninitialized value in concatenation (.) or string at /opt/rt3/sbin/rt-setup-database line 162. [Wed Dec 20 08:53:08 2006] [crit]: Can't locate /content in @INC ..." At the end of the process followed Bob's advice and reassociated my RTFM custom fields (which were now again present) with the appropriate classes. My articles are now back & I appear to have a fully operable version 2.2 RTFM. Mega-thanks to both Bob & Jesse for your assistance. Suggestion: the upgrade instructions could be much clearer as to which procedures apply to which versions. Thanks again for both the help & an outstanding piece of software ... Bill Davis Jesse Vincent wrote: > The readme mentions a special post-2.0 upgrade script. Did the output from that look ok? > > ------- Original message ------- > From: Bill Davis > Sent: 12/19, 22:49 > > >> Thanks Bob ...., >> >> Yes I did, ... but it has no effect because there are now no custom fields listed under Config->RTFM->Custom Fields-> >> >> ... the drop-down list is empty. >> >> Bill Davis >> >> Bob Goldstein wrote: >> I'm stuck, can't seem to go forward to 2.2.RC4, can't seem to go back to >> where I was, even though I suspect my articles are still in the database >> somewhere ... >> >> Still hoping somebody (with more knowledge of RTFM & RT than me) can >> help ... >> >> >> >> >> Did you try this? >> >> >> Login the RT web interface-> >> Config->RTFM->Custom Fields->->Apply-> Select the classes >> the customfield will apply to (the common is to select all) and then click S >> >> >> end >> >> >> >> bobg >> >> >> >> > > > > From romansteve at gmail.com Wed Dec 20 06:22:54 2006 From: romansteve at gmail.com (Roman Steven) Date: Wed, 20 Dec 2006 06:22:54 -0500 Subject: [rt-users] rt361 reporting question Message-ID: <552eaa670612200322o1021a7ech221bf5cd7fe3e979@mail.gmail.com> Hi all, We have rt361. We have several groups per queue. Is there any way to create a search/report, without using direct sql, to group by groups? We would like to see how many requests are handled per group in a particular queue. If this is not possible yet, can it be added to some future release? Thanks for listening! Roman Steven From torsten.brumm at googlemail.com Wed Dec 20 06:59:54 2006 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Wed, 20 Dec 2006 12:59:54 +0100 Subject: [rt-users] Feature Request: List of Saved Searches on RT at a Glance In-Reply-To: <458817F2.4060500@pbu.edu> References: <458817F2.4060500@pbu.edu> Message-ID: Hi, I'm not sure who has wrote this, but i found it several months ago at the list: -- <& /Elements/TitleBoxStart, title => loc('My Saved Searches') &> % my $i=0; % foreach my $srch (@user_attrs) { % $m->out( '' ); % $i++ % } % for my $grp (@grouparr) { % my @gattrs = $grp->Attributes->Named('SavedSearch'); % foreach my $srch (@gattrs) { % $m->out( '' ); % $i++ % } % }
% if ($srch->Id == $user_attrs[0]->Id) { My saved searches: % } else {   % } % $format = $srch->SubValue('Format'); % $format =~ s/%23/#/g; % $format =~ s/%26/&/g; comp('/Elements/QueryString', Query => $srch->SubValue('Query'), Format => $format, Rows => 50, Page => 1) %>"><% $srch->Description %>
% if ($srch->Id == $gattrs[0]->Id) { Group <% $grp->Name %> saved searches: % } else {   % } % $format = $srch->SubValue('Format'); % $format =~ s/%23/#/g; % $format =~ s/%26/&/g; comp('/Elements/QueryString', Query => $srch->SubValue('Query'), Format => $format, Rows => 50, Page => 1) %>"><% $srch->Description %>
<& /Elements/TitleBoxEnd &> <%init> my $format; my @user_attrs = $session{'CurrentUser'}->UserObj->Attributes->Named('SavedSearch'); # Get any group saved searches: (Steve Turner 7/23/04) my @attrs; my $groups = RT::Groups->new($session{'CurrentUser'}); $groups->LimitToUserDefinedGroups; $groups->WithMember(PrincipalId => $session{'CurrentUser'}->Id, Recursively => 1); my $ref = $groups->ItemsArrayRef(); my @grouparr = @$ref; <%ARGS> $user_attrs => undef -- Put it into local/html/Elements my one is called SavedSearchList and add this ooption to RT_SiteConfig.pm as Option for MyRT Torsten 2006/12/19, Jay Lee : > > My boss likes to be able to quickly view any of his employees open > tickets at any given time. To do this now from the At a Glance page, he > adds them to his RT at a glance: body list. This generates a very long > page for him and also hammers the server everytime he refreshes. > > What I'd like to be able to do is add links to the Query itself to his > At a Glance page without actually running the query every time he > refreshes. Any way to do this? Something similar to Quick Search but > using Saved Searches instead of a list of queues. > > Jay > _______________________________________________ > 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 > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From johnp at fmgsupport.com Wed Dec 20 08:00:20 2006 From: johnp at fmgsupport.com (John Parker) Date: Wed, 20 Dec 2006 13:00:20 -0000 Subject: [rt-users] Problems upgrading RTFM to 2.2.0RC4 In-Reply-To: <4589073C.3020203@comcast.net> Message-ID: <9F5C85218E0B6341ABA8C63A9E142B80024237C2@RALPH.fmggroup.com> You can see the RTFM version by going to the configuration tab and choosing system configuration from the tools menu. On my box this is http://myrtserver.mydomain/Admin/Tools/Configuration.html. Loaded perl modules Perl v5.8.8 under freebsd RT v3.6.0; RT::FM v2.2.0RC2; RT::Interface::Email v1.02; Regards John -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bill Davis Sent: 20 December 2006 09:50 To: Jesse Vincent Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Problems upgrading RTFM to 2.2.0RC4 After scratching my head a bit trying to figure out what "special post-2.0 upgrade script", decided it had to be the 2nd step in the README's upgrade procedures: "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" I had omitted that step because my best guess had been that the original RTFM install was already a 2.1.xx version (still wondering how the user can tell for sure which RTFM version is currently installed?) & was unsure if it applied because the upgrade instructions are labeled "(From any 2.0.x release)". Decided to retrace my steps and go thru the upgrade instructions step by step (omitting nothing) including executing step 4 for 2.1.0, 2.1.30, & 2.2.0RC2. Step 1 threw up the warning: Warning: prerequisite RT 3.4.2 not found. We have 3.006001. ... ignored. Step 2 appeared to properly migrate my custom fields & transactions. Step 4 warned that for each version's "--action schema" command that "Table 'Attachments' already exists at /opt/rt3/sbin/rt-setup-database line 212." & for each version's "--action insert" command that "Use of uninitialized value in concatenation (.) or string at /opt/rt3/sbin/rt-setup-database line 162. [Wed Dec 20 08:53:08 2006] [crit]: Can't locate /content in @INC ..." At the end of the process followed Bob's advice and reassociated my RTFM custom fields (which were now again present) with the appropriate classes. My articles are now back & I appear to have a fully operable version 2.2 RTFM. Mega-thanks to both Bob & Jesse for your assistance. Suggestion: the upgrade instructions could be much clearer as to which procedures apply to which versions. Thanks again for both the help & an outstanding piece of software ... Bill Davis Jesse Vincent wrote: > The readme mentions a special post-2.0 upgrade script. Did the output from that look ok? > > ------- Original message ------- > From: Bill Davis > Sent: 12/19, 22:49 > > >> Thanks Bob ...., >> >> Yes I did, ... but it has no effect because there are now no custom fields listed under Config->RTFM->Custom Fields-> >> >> ... the drop-down list is empty. >> >> Bill Davis >> >> Bob Goldstein wrote: >> I'm stuck, can't seem to go forward to 2.2.RC4, can't seem to go back to >> where I was, even though I suspect my articles are still in the database >> somewhere ... >> >> Still hoping somebody (with more knowledge of RTFM & RT than me) can >> help ... >> >> >> >> >> Did you try this? >> >> >> Login the RT web interface-> >> Config->RTFM->Custom Fields->->Apply-> Select the classes >> the customfield will apply to (the common is to select all) and then click S >> >> >> end >> >> >> >> bobg >> >> >> >> > > > > _______________________________________________ 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 Have you received exemplary service from one of our employees? You can nominate them for Spirit06 awards by emailing us at mailto:spirit06 at fmgsupport.com The awards are designed to recognise and celebrate those employees who make a difference to the company by living the FMG Support values as they carry out their role. ********************************************************************************************** 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 mqyvonet at kia.ca Wed Dec 20 10:02:45 2006 From: mqyvonet at kia.ca (Minh Quang Yvonet) Date: Wed, 20 Dec 2006 10:02:45 -0500 Subject: [rt-users] 3.6.2 - My Day screen does not update data Message-ID: <6DA3CC872CED544CAD7458EBBC233161038D20AC@kcimail.kia.ca> Hi, I recently made an installation of RT 3.6.1 and applied the upgrade to 3.6.2. There is a new "Tools/My Day" screen which shows the tickets I am currently working on and from which I should be able to update comments, time worked and status on shown tickets all from one single page (neat feature, especially for time tracking). However none of the changes I try to submit through this page seems to take effect, there is no change in the tickets history, it is as if I had not submitted anything. There doesn't seem to be any change in the (MySQL) database schema between 3.6.1 and 3.6.2 and the upgrade process did not return any errors (I gather it just overwrote old files, and all my customizations are in the local tree). Did I miss something in the upgrade process? Minh Quang -------------- next part -------------- An HTML attachment was scrubbed... URL: From jarends at uiuc.edu Wed Dec 20 10:17:26 2006 From: jarends at uiuc.edu (John Arends) Date: Wed, 20 Dec 2006 09:17:26 -0600 Subject: [rt-users] 3.6.2 - My Day screen does not update data In-Reply-To: <6DA3CC872CED544CAD7458EBBC233161038D20AC@kcimail.kia.ca> References: <6DA3CC872CED544CAD7458EBBC233161038D20AC@kcimail.kia.ca> Message-ID: <45895406.803@uiuc.edu> I briefly looked at this feature, but since it was on an installation of RT that had no real data in it, I did not spend a lot of time figuring it out. I was confused as to how it worked also. I entered total time worked for the day, and it did not appears anything had been updated. Can anyone explain what this is and how it works? Minh Quang Yvonet wrote: > --> > > Hi, I recently made an installation of RT 3.6.1 and applied the upgrade > to 3.6.2. > > > > There is a new ?Tools/My Day? screen which shows the tickets I am > currently working on and from which I should be able to update comments, > time worked and status on shown tickets all from one single page (neat > feature, especially for time tracking). > > > > However none of the changes I try to submit through this page seems to > take effect, there is no change in the tickets history, it is as if I > had not submitted anything. > > > > There doesn?t seem to be any change in the (MySQL) database schema > between 3.6.1 and 3.6.2 and the upgrade process did not return any > errors (I gather it just overwrote old files, and all my customizations > are in the local tree). > > > > Did I miss something in the upgrade process? > > > > Minh Quang > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > 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 From bobg at uic.edu Wed Dec 20 10:37:55 2006 From: bobg at uic.edu (Bob Goldstein) Date: Wed, 20 Dec 2006 09:37:55 -0600 Subject: [rt-users] Problems upgrading RTFM to 2.2.0RC4 In-Reply-To: Your message of "Wed, 20 Dec 2006 13:00:20 GMT." <9F5C85218E0B6341ABA8C63A9E142B80024237C2@RALPH.fmggroup.com> Message-ID: <200612201537.kBKFbtUv027812@remora.cc.uic.edu> >You can see the RTFM version by going to the configuration tab and >choosing system configuration from the tools menu. On my box this is >http://myrtserver.mydomain/Admin/Tools/Configuration.html. This works for RTFM 2.2.0RC2. Not for 2.0.x. I don't know about 2.1.x In 2.2, the FM.pm file has a $VERSION defined, but it's missing in 2.0 I also had a difficult time upgrading RTFM (in my case, from RT 3.4.2 / RTFM 2.0) I'd suggest a few small changes in this procedure before removing the 'RC': - State clearly in the README that the 'migrate' script must be run *before* installing the new RTFM code. Yes, this is implied by the order of operations. But I, for one, would have found this warning useful. (My RT install is customized for multiple instances with common code, so I need to coordinate the upgrades for all the instances. It isn't only that I can't read :-) - Write the 'migrate' script so that it works for any base RTFM version. If it sniffs out a version for which it doesn't need to run, that's fine. But this would have saved Bill some grief, particularly since the early versions of RTFM didn't have their versions well marked. - Note in the README about manually re-associating classes and custom fields. I don't know if this is always needed. But I nearly gave up on RTFM, and was lucky enough to see a post helping someone else on this point. (Sorry, I've lost the name of the person to thank for that post. But THANK YOU anyway!) bobg > >Loaded perl modules >Perl v5.8.8 under freebsd > >RT v3.6.0; >RT::FM v2.2.0RC2; >RT::Interface::Email v1.02; > >Regards > >John > >-----Original Message----- >From: rt-users-bounces at lists.bestpractical.com >[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bill >Davis >Sent: 20 December 2006 09:50 >To: Jesse Vincent >Cc: rt-users at lists.bestpractical.com >Subject: Re: [rt-users] Problems upgrading RTFM to 2.2.0RC4 > >After scratching my head a bit trying to figure out what "special >post-2.0 upgrade script", decided it had to be the 2nd step in the >README's upgrade procedures: > > "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" > >I had omitted that step because my best guess had been that the original > >RTFM install was already a 2.1.xx version (still wondering how the user >can tell for sure which RTFM version is currently installed?) & was >unsure if it applied because the upgrade instructions are labeled "(From > >any 2.0.x release)". Decided to retrace my steps and go thru the >upgrade instructions step by step (omitting nothing) including executing > >step 4 for 2.1.0, 2.1.30, & 2.2.0RC2. > >Step 1 threw up the warning: Warning: prerequisite RT 3.4.2 not found. >We have 3.006001. ... ignored. >Step 2 appeared to properly migrate my custom fields & transactions. >Step 4 warned that for each version's "--action schema" command that >"Table 'Attachments' already exists at /opt/rt3/sbin/rt-setup-database >line 212." & for each version's "--action insert" command that "Use of >uninitialized value in concatenation (.) or string at >/opt/rt3/sbin/rt-setup-database line 162. >[Wed Dec 20 08:53:08 2006] [crit]: Can't locate /content in @INC ..." > >At the end of the process followed Bob's advice and reassociated my RTFM > >custom fields (which were now again present) with the appropriate >classes. My articles are now back & I appear to have a fully operable >version 2.2 RTFM. Mega-thanks to both Bob & Jesse for your assistance. > >Suggestion: the upgrade instructions could be much clearer as to which >procedures apply to which versions. > >Thanks again for both the help & an outstanding piece of software ... >Bill Davis > >Jesse Vincent wrote: >> The readme mentions a special post-2.0 upgrade script. Did the output >from that look ok? >> >> ------- Original message ------- >> From: Bill Davis >> Sent: 12/19, 22:49 >> >> >>> Thanks Bob ...., >>> >>> Yes I did, ... but it has no effect because there are now no custom >fields listed under Config->RTFM->Custom Fields-> >>> >>> ... the drop-down list is empty. >>> >>> Bill Davis >>> >>> Bob Goldstein wrote: >>> I'm stuck, can't seem to go forward to 2.2.RC4, can't seem to go back >to >>> where I was, even though I suspect my articles are still in the >database >>> somewhere ... >>> >>> Still hoping somebody (with more knowledge of RTFM & RT than me) can >>> help ... >>> >>> >>> >>> >>> Did you try this? >>> >>> >>> Login the RT web interface-> >>> Config->RTFM->Custom Fields->->Apply-> Select the >classes >>> the customfield will apply to (the common is to select all) and then >click S >>> >>> >>> end >>> >>> >>> >>> bobg >>> >>> >>> >>> >> >> >> >> > >_______________________________________________ >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 > >Have you received exemplary service from one of our employees? You can nominat >e them for Spirit06 awards by emailing us at mailto:spirit06 at fmgsupport.com > >The awards are designed to recognise and celebrate those employees who make a >difference to the company by living the FMG Support values as they carry out t >heir role. > > >****************************************************************************** >**************** >We have taken all reasonable precautions to ensure that no viruses are transmi >tted 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 disclosu >re, copying, distribution or any action taken or omitted to be taken in relian >ce on this e-mail, is prohibited and may be unlawful. Opinions expressed in th >is e-mail are those of the individual and not those of the Company unless spec >ifically 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. > >****************************************************************************** >**************** > >_______________________________________________ >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 > From pwood at christianbook.com Wed Dec 20 10:38:20 2006 From: pwood at christianbook.com (Peter Wood) Date: Wed, 20 Dec 2006 10:38:20 -0500 Subject: [rt-users] Saved searches broken on RT at a glance in RT 3.6.2 Message-ID: Greetings, I've just upgraded RT from 3.6.1 to 3.6.2, and I am no longer able to see my saved searches on the RT at a glance page. Instead, I see the following error message: ===== error: could not find component for path '/Search/Elements/' context: ... 47: title => loc($search->Description, $SearchArg->{'Rows'}), 48: title_href => $query_link_url.$QueryString, 49: titleright => $customize ? loc('Edit') : '', 50: titleright_href => $customize &> 51: <& $query_display_component, %$SearchArg, 52: ShowNavigation => 0 53: &> 54: 55: <%init> ... code stack: /opt/rt3/share/html/Elements/ShowSearch:51 /opt/rt3/share/html/Widgets/TitleBox:49 /opt/rt3/share/html/Elements/ShowSearch:54 /opt/rt3/share/html/Elements/MyRT:97 /opt/rt3/share/html/Elements/MyRT:51 /opt/rt3/share/html/index.html:79 /opt/rt3/share/html/autohandler:292 ===== (I can send the raw error if desired.) This seems to happen regardless of the nature of my saved search. I am running this on Fedora Core 5 (i686) with Perl 5.8.8 and Apache 2.2.0. Any suggestions on how to fix this? As a workaround, I have removed my saved searches from RT at a glance. Thanks, Peter From jmoseley at pgtv.com Wed Dec 20 10:52:37 2006 From: jmoseley at pgtv.com (jmoseley at pgtv.com) Date: Wed, 20 Dec 2006 09:52:37 -0600 Subject: [rt-users] Saved searches broken on RT at a glance in RT 3.6.2 In-Reply-To: Message-ID: This was discussed at length in yesterday's posts... James Moseley "Peter Wood" To Sent by: rt-users-bounces@ cc lists.bestpractic al.com Subject [rt-users] Saved searches broken on RT at a glance in RT 3.6.2 12/20/2006 09:38 AM Greetings, I've just upgraded RT from 3.6.1 to 3.6.2, and I am no longer able to see my saved searches on the RT at a glance page. Instead, I see the following error message: ===== error: could not find component for path '/Search/Elements/' context: ... 47: title => loc($search->Description, $SearchArg->{'Rows'}), 48: title_href => $query_link_url.$QueryString, 49: titleright => $customize ? loc('Edit') : '', 50: titleright_href => $customize &> 51: <& $query_display_component, %$SearchArg, 52: ShowNavigation => 0 53: &> 54: 55: <%init> ... code stack: /opt/rt3/share/html/Elements/ShowSearch:51 /opt/rt3/share/html/Widgets/TitleBox:49 /opt/rt3/share/html/Elements/ShowSearch:54 /opt/rt3/share/html/Elements/MyRT:97 /opt/rt3/share/html/Elements/MyRT:51 /opt/rt3/share/html/index.html:79 /opt/rt3/share/html/autohandler:292 ===== (I can send the raw error if desired.) This seems to happen regardless of the nature of my saved search. I am running this on Fedora Core 5 (i686) with Perl 5.8.8 and Apache 2.2.0. Any suggestions on how to fix this? As a workaround, I have removed my saved searches from RT at a glance. Thanks, Peter _______________________________________________ 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 From pwood at christianbook.com Wed Dec 20 11:02:32 2006 From: pwood at christianbook.com (Peter Wood) Date: Wed, 20 Dec 2006 11:02:32 -0500 Subject: [rt-users] Saved searches broken on RT at a glance in RT 3.6.2 Message-ID: Apologies - I had looked at the list archives, but had clicked on the top link in the list, thinking it was for the current month's archives. Turns out it's messages from the future... January 2007. :-) > -----Original Message----- > From: jmoseley at pgtv.com [mailto:jmoseley at pgtv.com] > Sent: Wednesday, December 20, 2006 10:53 AM > To: Peter Wood > Cc: rt-users at lists.bestpractical.com; > rt-users-bounces at lists.bestpractical.com > Subject: Re: [rt-users] Saved searches broken on RT at a > glance in RT 3.6.2 > > > This was discussed at length in yesterday's posts... > > > James Moseley > > > > > > > "Peter Wood" > > > ook.com> > To > Sent by: > > rt-users-bounces@ > cc > lists.bestpractic > > al.com > Subject > [rt-users] Saved > searches broken on > RT at a glance in RT > 3.6.2 > 12/20/2006 09:38 > > AM > > > > > > > > > > > > > > Greetings, > > I've just upgraded RT from 3.6.1 to 3.6.2, and I am no longer able to > see my saved searches on the RT at a glance page. Instead, I see the > following error message: > > ===== > error: could not find component for path > '/Search/Elements/' > context: > ... > 47: title => loc($search->Description, $SearchArg->{'Rows'}), > 48: title_href => $query_link_url.$QueryString, > 49: titleright => $customize ? loc('Edit') : '', > 50: titleright_href => $customize &> > 51: <& $query_display_component, %$SearchArg, > 52: ShowNavigation => 0 > 53: &> > 54: > 55: <%init> > ... > code stack: /opt/rt3/share/html/Elements/ShowSearch:51 > /opt/rt3/share/html/Widgets/TitleBox:49 > /opt/rt3/share/html/Elements/ShowSearch:54 > /opt/rt3/share/html/Elements/MyRT:97 > /opt/rt3/share/html/Elements/MyRT:51 > /opt/rt3/share/html/index.html:79 > /opt/rt3/share/html/autohandler:292 > ===== > > (I can send the raw error if desired.) > > This seems to happen regardless of the nature of my saved search. > > I am running this on Fedora Core 5 (i686) with Perl 5.8.8 and Apache > 2.2.0. > > Any suggestions on how to fix this? As a workaround, I have removed my > saved searches from RT at a glance. > > Thanks, > > Peter > _______________________________________________ > 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 > > > From daviswj at comcast.net Wed Dec 20 11:34:42 2006 From: daviswj at comcast.net (Bill Davis) Date: Wed, 20 Dec 2006 09:34:42 -0700 Subject: [rt-users] Problems upgrading RTFM to 2.2.0RC4 In-Reply-To: <9F5C85218E0B6341ABA8C63A9E142B80024237C2@RALPH.fmggroup.com> References: <9F5C85218E0B6341ABA8C63A9E142B80024237C2@RALPH.fmggroup.com> Message-ID: <45896622.6060408@comcast.net> An HTML attachment was scrubbed... URL: From murphy at genome.chop.edu Wed Dec 20 11:40:49 2006 From: murphy at genome.chop.edu (Kevin Murphy) Date: Wed, 20 Dec 2006 11:40:49 -0500 Subject: [rt-users] Re: What's new in 3.6.2? In-Reply-To: References: <1166517318.6606.0.camel@localhost.localdomain> Message-ID: <45896791.4070007@genome.chop.edu> Paul Johnson wrote: > Alessio Fattorini wrote: > >> I have 3.6.1, what's new? >> What bug fix? What features? >> > > Did you check the changelog? It comes with the tarball... > That's not a practical suggestion. Jesse's release notes are vastly more helpful for users. I've always thought that the RT download page should have a release notes link next to each tarball and that the real release notes should also be included with the source tarball (in addition to the change log, of course). And it is disappointing that the release notes were stripped from the mail archive. Maybe a resend with the text inline would be appropriate? Thanks, Kevin Murphy From bestpractical at jon.limedaley.com Wed Dec 20 11:56:48 2006 From: bestpractical at jon.limedaley.com (Jon Daley) Date: Wed, 20 Dec 2006 11:56:48 -0500 (EST) Subject: [rt-users] Re: What's new in 3.6.2? In-Reply-To: <45896791.4070007@genome.chop.edu> References: <1166517318.6606.0.camel@localhost.localdomain> <45896791.4070007@genome.chop.edu> Message-ID: On Wed, 20 Dec 2006, Kevin Murphy wrote: >>> I have 3.6.1, what's new? >>> What bug fix? What features? >> Did you check the changelog? It comes with the tarball... > > That's not a practical suggestion. Jesse's release notes are vastly more > helpful for users. I've always thought that the RT download page should have > a release notes link next to each tarball and that the real release notes > should also be included with the source tarball (in addition to the change > log, of course). > > And it is disappointing that the release notes were stripped from the mail > archive. Maybe a resend with the text inline would be appropriate? I think the text was inline, but anyway, here it is. Features * finer-grained control of what's displayed on ticket approval from Drew Taylor * Kevin Murphy added support for the following config options ** SuppressInlineTextFiles ** DontSearchFileAttachments * added support for marking RT's HTTP cookie as "secure", patch from Pavel Ruzicka * Give Freeform form elements an id. This will be useful in combination with the EditComponentName callback. With a few local mods, date CFs will be able to use the date picker. Without an id the date picker doesn't work. Thanks to Todd Chapman * Added the ability to search on TimeEstimated * new method $User->WatchedQueues * made LoadConfig a lot more vocal about why it can't read your config files and offer some hints and warnings about fixing it * Savable charts * Switch saved searches management to RT::SavedSearche(s) classes * Global MyRT configuration interface, allow resetting MyRT * Refactoring to add a method to just _send_ a MIME::Entity as email * Allow admins to set custom field values on user create Fixes * CullRTAddresses in RT::Interface::Email was using reversed filter logic * rt-mailgate without --action argument was failing * fixed balancing of HTML tags, thanks to Erik Peterson * we now sort chart results before displaying them, thanks to Petter Reinholdtsen * added fix for "Search by requestor" appearing to break in 3.6.1, also, known as 'Requestor.EmailAddress' bug * correct a hardcoded RT::WebPath in initialdata and upgrade scripts, the RT homepage no longer explodes if you upgrade from 3.4 * MIME::Entity was dropping non-standard headers * on ticket creation safe entered dates when validation of custom fields fails * fix a debug message when ticket created with inactive status and resolved date is not set * Tobias Kremer pointed out a typo in Ticket_Overlay.pm that caused an error when a user got a certain permission denied message [rt3.fsck.com #7852] * Handle Apache::Session database errors a bit more gracefully * POSIX::strftime on Solaris isn't robust enough to deal with our Date: header generation. Switched to Date::Format::strftime instead. As well fixes incorrect field on systems with not english locale. thanks to Tim Bishop * Brian Gallew spotted that we have no tab for Tools -> My Day, so it's fix that brings new feature alive * fixed a problem with setting value of custom fields with category during ticket creation [rt3.fsck.com #7903] * fine tuned [Take] and [Steal] actions according to ACL, so users would be able to see this actions only when they have all required rights * added a workaround for parsing headers from broken MUAs * applied SelfService cleanup and regularization patches from David Chandek-Stark * fixed problems in building queries with conditions based on CFs with not-ascii names [rt3.fsck.com #8012] * fixed [rt3.fsck.com #5248] * scrip management [rt3.fsck.com #7445] Performance * don't run multiple times a quite expensive ACL check in html/Ticket/Elements/Tabs * minor improvements in SetOwner method I18N * Updated Spanish translation from Carlos Velasco * Updated Russian translation from Andrew Kornilov * Updated Polish translation from Arkadiusz Miskiewicz Callbacks * FailedLogin and SuccessfulLogin callbacks in the autohandler * AfterShowHistory and BeforeShowSummary callbacks in Ticket/Display.html * ModifySearch callback in Elements/ShowSearch * FormEnd callback in User/Prefs.html Tests * new tests for mailgate, query builder, mime headers parsing, emails with a long subject * Todd Chapman spotted that a missing plan was masking test failures * test syntax of comps with a mason compiler From epeterson at edc.org Wed Dec 20 11:58:49 2006 From: epeterson at edc.org (Peterson, Erik) Date: Wed, 20 Dec 2006 11:58:49 -0500 Subject: [rt-users] Saved searches error even in 3.6.3rc2 Message-ID: Hi, In testing 3.6.2, I noticed the saved searches error on the At A Glance page, and upgrading to 3.6.3rc2 certainly seemed to fix this, but now I am getting an error on the /Search/Build.html page in the Saved Searches Element. ####### error: Can't locate object method "new" via package "RT::SavedSearches" (perhaps you forgot to load "RT::SavedSearches"?) at /usr/local/rt/share/html/Search/Elements/EditSearches line 84. context: ... 80: Object=> $RT::System )) { 81: return; 82: } 83: 84: my @Objects = RT::SavedSearches->new($session{CurrentUser})->_PrivacyObjects; 85: push @Objects, RT::System->new($session{'CurrentUser'}) 86: if $session{'CurrentUser'}->HasRight( Object=> $RT::System, 87: Right => 'SuperUser'); 88: ... code stack: /usr/local/rt/share/html/Search/Elements/EditSearches:84 /usr/local/rt/share/html/Search/Build.html:100 /usr/local/rt/share/html/autohandler:292 ####### This goes away when I roll back to 3.6.1 and I have tried 3.6.3rc2 without /local customizations and it still occurs. I do have RTx-Shredder and RT-OnlineDocs installed, but they don't seem to have overlays for EditSearches Thanks, Erik From jesse at bestpractical.com Wed Dec 20 12:44:32 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 20 Dec 2006 09:44:32 -0800 Subject: [rt-users] Re: What's new in 3.6.2? In-Reply-To: <45896791.4070007@genome.chop.edu> References: <1166517318.6606.0.camel@localhost.localdomain> <45896791.4070007@genome.chop.edu> Message-ID: <3ECB75F6-FAED-430C-A124-62CA0158AC0C@bestpractical.com> On Dec 20, 2006, at 8:40 AM, Kevin Murphy wrote: > Paul Johnson wrote: >> Alessio Fattorini wrote: >> >>> I have 3.6.1, what's new? >>> What bug fix? What features? >>> >> >> Did you check the changelog? It comes with the tarball... >> > > That's not a practical suggestion. Jesse's release notes are > vastly more helpful for users. I've always thought that the RT > download page should have a release notes link next to each tarball > and that the real release notes should also be included with the > source tarball (in addition to the change log, of course). > > And it is disappointing that the release notes were stripped from > the mail archive. Maybe a resend with the text inline would be > appropriate? > It was, when I did it yesterday ;) http://lists.bestpractical.com/pipermail/rt-announce/2006-December/ 000146.html > Thanks, > Kevin Murphy > -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From jesse at bestpractical.com Wed Dec 20 12:51:05 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 20 Dec 2006 09:51:05 -0800 Subject: [rt-users] Re: Multiple values for $rtname In-Reply-To: <45890231.50906@sun.com> References: <20061219210340.689DB4D81A7@diesel.bestpractical.com> <45890231.50906@sun.com> Message-ID: <22381F73-8C50-435E-ADD6-4F911A8499FE@bestpractical.com> Try grabbing it from svn? On Dec 20, 2006, at 1:28 AM, Richard Ellis wrote: > Hi Jesse, > > That gives warnings: > > ># perl Makefile.PL > Using RT configurations from /opt/rt3/lib/RT.pm: > ./html => /opt/rt3/share/html > ./lib => /opt/rt3/local/lib > Checking if your kit is complete... > Warning: the following files are missing in your kit: > html/Callbacks/RT-Extension-BrandedQueues/Admin/Queues/ > Modify.html/Default > html/Callbacks/RT-Extension-BrandedQueues/Admin/Queues/ > Modify.html/ProcessLinks > Please inform the author. > Writing Makefile for RT::Extension::BrandedQueues > > Don't think that is supposed to happen :) > > > Rik > > -- > Richard Ellis > .Sun B2B Operations > Sun Microsystems x24727 > http://sun.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 > -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From jmhanks1373 at hotmail.com Wed Dec 20 12:56:11 2006 From: jmhanks1373 at hotmail.com (Jared Hanks) Date: Wed, 20 Dec 2006 09:56:11 -0800 Subject: [rt-users] Rights for CustomFields / Adding list of "Applies to Queues" when creating a new custom field. Message-ID: Hello, I have been trying to figure out the best way for someone to create/modify/assign a custom field to a specific queue, but can't seem to figure out the correct rights to be able to do this. I have a group of users that have access to 2 queues. One queue they can only create, comment, and reply to a ticket. The second queue they have the ability to "work" tickets (i.e. they can create/take/reply/comment/resolve/etc tickets in this queue). I would like to be able to have a user create a new custom field for tickets in their "workable" queue, but not make any changes to any custom fields that aren't applicable to their "non-workable" queues. Any one have any ideas on how to make this happen? I can create custom fields for their "workable" queue and manually set the custom fields to have the correct rights in the "workable" queue, but I would rather them have the ability to create a custom field and assign it to their queue and be able to modify the custom field in their tickets. I have the following permissions set up: Global Group Rights: AdminCustomFieldShowConfigTab Group Rights for Queue: AssignCustomFieldsCreateTicketModifyTicketOwnTicketSeeQueueShowACLShowOutgoingEmailShowTicketShowTicketCommentsStealTicketTakeTicket These rights allow a user to create a custom field, but they can't see it once created, only people with the Global right SeeCustomField and ModifyCustomField can access these. After the custom field is created I have to modify the custom field to have the SeeCustomField and ModifyCustomField for the group of users to modify the custom field. Is there a way that when a custom field is created the "Applies to Queues" can show up in the new custom field form? Is there a way to have a user have "admin" access to any custom field that "Applies to" their queue that they have ModifyTicket in? Any help would be greatly appreciated. Thanks, Jared _________________________________________________________________ Fixing up the home? Live Search can help. http://imagine-windowslive.com/search/kits/default.aspx?kit=improve&locale=en-US&source=wlmemailtaglinenov06 -------------- next part -------------- An HTML attachment was scrubbed... URL: From nmetrowsky at digitalglobe.com Wed Dec 20 13:04:07 2006 From: nmetrowsky at digitalglobe.com (Nick Metrowsky) Date: Wed, 20 Dec 2006 11:04:07 -0700 Subject: [rt-users] Not Displaying tickets in "Stalled" state in 3.6.2/3.6.3 on the RT at a glance page Message-ID: Hi Everyone, In several places within the 3.6.x release of Request Tracker, the code has been modified to only display "open" and "new" tickets. Even though the "stalled" state now show up on the Qucksearch menu. I have made the changes to the various modules, about 8 or so, as we use the "stalled" state when we have to put a ticket on hold. To the authors, where in the code does Request Tracker generate the links for "highest priority tickets I own" and "newest unowned tickets" show on the "RT at a glance" page? I want to add the "stalled" state to the links, but I cannot find where this information is maintained. I used the grep command on virtual every module in the share/html directory structure and in the RT lib directory, without finding what I am looking for. The links contain only the "open" and "new" states, but not the "stalled" state. The preferences for the above at a glance areas, do not allow you to add or change ticket statuses as an option, when you chose "Edit" for the at a glance areas. Any help with this would be most welcome. 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 torsten.brumm at googlemail.com Wed Dec 20 13:39:49 2006 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Wed, 20 Dec 2006 19:39:49 +0100 Subject: [rt-users] Not Displaying tickets in "Stalled" state in 3.6.2/3.6.3 on the RT at a glance page In-Reply-To: References: Message-ID: Hi Nick, i thhink at the releases starting from 3.5 the newest ticket etc. are loaded by a saved search, i think if you load the search and edit it, this will work. Tob 2006/12/20, Nick Metrowsky : > > Hi Everyone, > > > > In several places within the 3.6.x release of Request Tracker, the code > has been modified to only display "open" and "new" tickets. Even though the > "stalled" state now show up on the Qucksearch menu. I have made the changes > to the various modules, about 8 or so, as we use the "stalled" state when we > have to put a ticket on hold. > > > > To the authors, where in the code does Request Tracker generate the links > for "highest priority tickets I own" and "newest unowned tickets" show on > the "RT at a glance" page? I want to add the "stalled" state to the links, > but I cannot find where this information is maintained. I used the grep > command on virtual every module in the share/html directory structure and in > the RT lib directory, without finding what I am looking for. The links > contain only the "open" and "new" states, but not the "stalled" state. The > preferences for the above at a glance areas, do not allow you to add or > change ticket statuses as an option, when you chose "Edit" for the at a > glance areas. > > > > Any help with this would be most welcome. > > > > 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* > > * > --------------------------------------------------------------------------------- > * > > > > _______________________________________________ > 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 > > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From jlong at messiah.edu Wed Dec 20 13:47:30 2006 From: jlong at messiah.edu (Jason Long) Date: Wed, 20 Dec 2006 13:47:30 -0500 Subject: [rt-users] How to send a one-shot email on ticket creation In-Reply-To: References: Message-ID: <45898542.3080905@messiah.edu> Thomas Dietmaier wrote: > Hello all, > > I am looking for a custom scrip action to send an email to a fixed address on creation of a ticket. The recipient should not become a watcher on the ticket. I did not manage to scavenge some code from the wiki -- any pointers are much appreciated. > > Thanks in advance > Thomas Dietmaier. I had to do this. I managed to do this (using RT 3.6.1) by adding an action called "Send Email". This is a database edit. I used an install file like this: # Used to install a scrip action. # # To install, # execute # /path/to/rt3/sbin/rt-setup-database --action insert \ # --datafile /path/to/SendEmailAction.install # @ScripActions = ( { Name => 'Send Email', Description => 'Sends a message to those specified in the template', ExecModule => 'SendEmail', Argument => '' }, ); Then create a template that looks something like this: To: user1 at example.org, user2 at example.org Bcc: user3 at example.org Subject: {$Ticket->Subject} A ticket has been created in (or moved to) this queue. {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} ------------- {$Transaction->Content()} Finally, create a scrip for "on create", action "send email", and specify your template. The template specifies who receives the email. Jason From sturner at MIT.EDU Wed Dec 20 14:17:46 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 20 Dec 2006 14:17:46 -0500 Subject: [rt-users] How to send a one-shot email on ticket creation In-Reply-To: <45898542.3080905@messiah.edu> Message-ID: <00f301c7246b$8b4b0a80$1e01e412@bjh> > -----Original Message----- > > I had to do this. I managed to do this (using RT 3.6.1) by adding an > action called "Send Email". This is a database edit. I used > an install > file like this: > > # Used to install a scrip action. > # > # To install, > # execute > # /path/to/rt3/sbin/rt-setup-database --action insert \ > # --datafile /path/to/SendEmailAction.install > # > @ScripActions = ( > { Name => 'Send Email', > Description => 'Sends a message to those specified in > the template', > ExecModule => 'SendEmail', > Argument => '' }, > ); > > Then create a template that looks something like this: > > To: user1 at example.org, user2 at example.org > Bcc: user3 at example.org > Subject: {$Ticket->Subject} > > A ticket has been created in (or moved to) this queue. > > {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} > > ------------- > > {$Transaction->Content()} > > Finally, create a scrip for "on create", action "send email", and > specify your template. The template specifies who receives the email. > > Jason > I don't think you need to create a database entry for the action - we've done similar by a scrip like this: On Create Notify Other Recipients using template whatever As in Jason's example, the template has the email addresses hard-coded at the top. Steve ---------------------------------------- Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From ruslan.zakirov at gmail.com Wed Dec 20 14:32:17 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 20 Dec 2006 22:32:17 +0300 Subject: [rt-users] Saved searches broken on RT at a glance in RT 3.6.2 In-Reply-To: References: Message-ID: <589c94400612201132h5c1459a2q9aae22b408f848e3@mail.gmail.com> Try RT 3.6.3 RC3. On 12/20/06, Peter Wood wrote: > Apologies - I had looked at the list archives, but had clicked on the > top link in the list, thinking it was for the current month's archives. > Turns out it's messages from the future... January 2007. :-) > > > -----Original Message----- > > From: jmoseley at pgtv.com [mailto:jmoseley at pgtv.com] > > Sent: Wednesday, December 20, 2006 10:53 AM > > To: Peter Wood > > Cc: rt-users at lists.bestpractical.com; > > rt-users-bounces at lists.bestpractical.com > > Subject: Re: [rt-users] Saved searches broken on RT at a > > glance in RT 3.6.2 > > > > > > This was discussed at length in yesterday's posts... > > > > > > James Moseley > > > > > > > > > > > > > > "Peter Wood" > > > > > > > ook.com> > > To > > Sent by: > > > > rt-users-bounces@ > > cc > > lists.bestpractic > > > > al.com > > Subject > > [rt-users] Saved > > searches broken on > > RT at a glance in RT > > 3.6.2 > > 12/20/2006 09:38 > > > > AM > > > > > > > > > > > > > > > > > > > > > > > > > > > > Greetings, > > > > I've just upgraded RT from 3.6.1 to 3.6.2, and I am no longer able to > > see my saved searches on the RT at a glance page. Instead, I see the > > following error message: > > > > ===== > > error: could not find component for path > > '/Search/Elements/' > > context: > > ... > > 47: title => loc($search->Description, $SearchArg->{'Rows'}), > > 48: title_href => $query_link_url.$QueryString, > > 49: titleright => $customize ? loc('Edit') : '', > > 50: titleright_href => $customize &> > > 51: <& $query_display_component, %$SearchArg, > > 52: ShowNavigation => 0 > > 53: &> > > 54: > > 55: <%init> > > ... > > code stack: /opt/rt3/share/html/Elements/ShowSearch:51 > > /opt/rt3/share/html/Widgets/TitleBox:49 > > /opt/rt3/share/html/Elements/ShowSearch:54 > > /opt/rt3/share/html/Elements/MyRT:97 > > /opt/rt3/share/html/Elements/MyRT:51 > > /opt/rt3/share/html/index.html:79 > > /opt/rt3/share/html/autohandler:292 > > ===== > > > > (I can send the raw error if desired.) > > > > This seems to happen regardless of the nature of my saved search. > > > > I am running this on Fedora Core 5 (i686) with Perl 5.8.8 and Apache > > 2.2.0. > > > > Any suggestions on how to fix this? As a workaround, I have removed my > > saved searches from RT at a glance. > > > > Thanks, > > > > Peter > > _______________________________________________ > > 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 > > > > > > > _______________________________________________ > 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 > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Wed Dec 20 14:43:43 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 20 Dec 2006 22:43:43 +0300 Subject: [rt-users] HOTFIXES 3.6.3-RC3 Message-ID: <589c94400612201143g2337951m60b86466f8232fd3@mail.gmail.com> Hi, guys. RT-3.6.3 RC3 is available for download. Looks like 3.6.3 would be a bugfixing release, as 3.6.2 has several very annoying problems. 3.6.3 change log: * several fixes for saved searches on the "RT at glance" page * fix for problem with "outgoing email" records, we were writing them even if there is no recipients * fix for corrupted de.po * update for Russian translation Please, help testing this. We'll release 3.6.3 as soon as people confirm that problems they see in 3.6.2 are resolved in this version. -- Best regards, Ruslan. From pwood at christianbook.com Wed Dec 20 14:49:27 2006 From: pwood at christianbook.com (Peter Wood) Date: Wed, 20 Dec 2006 14:49:27 -0500 Subject: [rt-users] HOTFIXES 3.6.3-RC3 Message-ID: I can confirm that RT 3.6.3-RC3 fixes the problems I was seeing in 3.6.2 with saved searches in RT at a glance. > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Ruslan Zakirov > Sent: Wednesday, December 20, 2006 2:44 PM > To: RT users; RT developers > Subject: [rt-users] HOTFIXES 3.6.3-RC3 > > > Hi, guys. > > RT-3.6.3 RC3 is available for download. Looks like 3.6.3 would be a > bugfixing release, as 3.6.2 has several very annoying problems. > > 3.6.3 change log: > * several fixes for saved searches on the "RT at glance" page > * fix for problem with "outgoing email" records, we were writing them > even if there is no recipients > * fix for corrupted de.po > * update for Russian translation > > Please, help testing this. We'll release 3.6.3 as soon as people > confirm that problems they see in 3.6.2 are resolved in this version. > > -- > 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 > From ruslan.zakirov at gmail.com Wed Dec 20 18:21:31 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 21 Dec 2006 02:21:31 +0300 Subject: [rt-users] RT 3.6.3 RC4 - PO files cleanup Message-ID: <589c94400612201521p28d1562aqb7d06fd0ab70dc0d@mail.gmail.com> We hope this is the latest release candidate. Since the previous one we've fixed several bugs in PO files. As well we've updated messages from the source code, so translation updates are very welcome. -- Best regards, Ruslan. From farrellb at studentsonly.com Wed Dec 20 18:11:28 2006 From: farrellb at studentsonly.com (Farrell,Bob) Date: Wed, 20 Dec 2006 18:11:28 -0500 Subject: [rt-users] RT 3.6.1 and TikiWiki 1.9.7 Message-ID: I have been running RT 3.6.1 for several months now on a very beefy box hardware-wise, and wanted to add TikiWiki to it. Has anyone tried this? I am not having much luck. Any tips, or solutions found by others in the past would be greatly appreciated. Bob F -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Wed Dec 20 19:08:12 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 20 Dec 2006 16:08:12 -0800 Subject: [rt-users] RT 3.6.3rc4 Message-ID: Ruslan has done work to fix outgoing email and internationalization issues found with 3.6.2. Could folks give 3.6.3rc4 a shot? Thanks, jesse -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From ruslan.zakirov at gmail.com Wed Dec 20 23:27:51 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 21 Dec 2006 07:27:51 +0300 Subject: [rt-users] How to send a one-shot email on ticket creation In-Reply-To: References: Message-ID: <589c94400612202027v52a83cb0gfd5de314a53e120a@mail.gmail.com> Extension RTx-Notify-Group as well works for users. It's available from the CPAN. I'm not saying that solution with hacking a template doesn't work, but I really don't think it's good idea to store this info inside a template. On 12/19/06, Thomas Dietmaier wrote: > Hello all, > > I am looking for a custom scrip action to send an email to a fixed address on creation of a ticket. The recipient should not become a watcher on the ticket. I did not manage to scavenge some code from the wiki -- any pointers are much appreciated. > > Thanks in advance > Thomas Dietmaier. > > > -- > Dataphone GmbH > Ottakringer Strasse 54, A-1170 Wien > Tel. +43-(0)1-406 74 45-25 > thomas.dietmaier at dataphone.at > > > _______________________________________________ > 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 > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Thu Dec 21 00:08:15 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 21 Dec 2006 08:08:15 +0300 Subject: [rt-users] RT on database in read-only mode? In-Reply-To: <9C0091F428E697439E7A773FFD083427435CA6@szexchange.Shopzilla.inc> References: <9C0091F428E697439E7A773FFD083427435CA6@szexchange.Shopzilla.inc> Message-ID: <589c94400612202108i7bb15a5asaf7cb4bf96b0bb2@mail.gmail.com> On 12/20/06, Philip Kime wrote: > > Running mysql 5 under RT with a master/slave configuration and I would like > to be able to make one of the slaved read-only. This is impossible using RT > rights because that means altering the database on the slave which > eventually (or quickly ...) breaks mysql replication because of duplicate > IDs in the RT transaction table. Starting Mysql on the slave "read-only" > would be nicer but RT won't start at all in this case because it complains > about not being able to write session data. It mentioned > /usr/local/rt/var/session_data. Is there any way to force RT to use the > filesystem locations for session data etc. so that the DB can be completely > read-only? Look into config. Change session class to Apache::Session::File. > > PK > > -- > Philip Kime > NOPS Systems Architect > 310 401 0407 > > _______________________________________________ > 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 > > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Thu Dec 21 00:12:23 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 21 Dec 2006 08:12:23 +0300 Subject: [rt-users] Which version to upgrade to? In-Reply-To: References: Message-ID: <589c94400612202112j2b541c21ka0fcd36c773e1e51@mail.gmail.com> On 12/19/06, spydrrrrr at gmail.com wrote: > I am a little confused with the two versions that appear to be updated? > the 3.4.X and the 3.6.x versions... > > I have version 3.4.2 and I want to upgrade soon... > > What is the best upgrade path to the latest version? and I am assuming > that is the 3.6.2 correct? RT 3.6.3 (there is only RCs today, but final release will be available ASAP). We maintain 3.4.X and release new versions with bug fixes for users who couldn't upgrade to 3.6.x branch. > _______________________________________________ > 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 > -- Best regards, Ruslan. From gcecchi at peviani.it Thu Dec 21 04:10:18 2006 From: gcecchi at peviani.it (Gianluca Cecchi) Date: Thu, 21 Dec 2006 10:10:18 +0100 Subject: R: [rt-users] RT 3.6.3rc4 Message-ID: Excuse me all... I found it under pub/rt/devel/ I thought the download related web page was shorter than actually was... Sorry > -----Messaggio originale----- > Da: Gianluca Cecchi > Inviato: gioved? 21 dicembre 2006 10.07 > A: 'RT Users' > Oggetto: R: [rt-users] RT 3.6.3rc4 > > Is there a tar.gz file or do I have to check out form cvs or similar? > Thanks. > > > -----Messaggio originale----- > > Da: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] Per conto > di Jesse > > Vincent > > Inviato: gioved? 21 dicembre 2006 1.08 > > A: RT Users; rt-devel at lists.bestpractical.com > > Oggetto: [rt-users] RT 3.6.3rc4 > > > > Ruslan has done work to fix outgoing email and internationalization > > issues found with 3.6.2. Could folks give 3.6.3rc4 a shot? > > > > Thanks, > > jesse > > From gcecchi at peviani.it Thu Dec 21 04:06:36 2006 From: gcecchi at peviani.it (Gianluca Cecchi) Date: Thu, 21 Dec 2006 10:06:36 +0100 Subject: R: [rt-users] RT 3.6.3rc4 Message-ID: Is there a tar.gz file or do I have to check out form cvs or similar? Thanks. > -----Messaggio originale----- > Da: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] Per conto > di Jesse Vincent > Inviato: gioved? 21 dicembre 2006 1.08 > A: RT Users; rt-devel at lists.bestpractical.com > Oggetto: [rt-users] RT 3.6.3rc4 > > Ruslan has done work to fix outgoing email and > internationalization issues found with 3.6.2. Could folks > give 3.6.3rc4 a shot? > > Thanks, > jesse > From theillien at yahoo.com Thu Dec 21 04:21:46 2006 From: theillien at yahoo.com (Mathew Snyder) Date: Thu, 21 Dec 2006 04:21:46 -0500 Subject: R: [rt-users] RT 3.6.3rc4 In-Reply-To: References: Message-ID: <458A522A.2060507@yahoo.com> Down near the bottom of the download page is a link called Development or something to that effect. The version you are looking for will be in there. Mathew Gianluca Cecchi wrote: > Is there a tar.gz file or do I have to check out form cvs or similar? > Thanks. > >> -----Messaggio originale----- >> Da: rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] Per conto >> di Jesse Vincent >> Inviato: gioved? 21 dicembre 2006 1.08 >> A: RT Users; rt-devel at lists.bestpractical.com >> Oggetto: [rt-users] RT 3.6.3rc4 >> >> Ruslan has done work to fix outgoing email and >> internationalization issues found with 3.6.2. Could folks >> give 3.6.3rc4 a shot? >> >> Thanks, >> jesse >> > _______________________________________________ > 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 > From oliveros at cpqd.com.br Thu Dec 21 06:39:08 2006 From: oliveros at cpqd.com.br (Dario Luis Coneglian Oliveros) Date: Thu, 21 Dec 2006 09:39:08 -0200 Subject: [rt-users] 3.6.1 - how to customize unowned tickets (rt at a glance) for all users ? Message-ID: <458A725C.5080105@cpqd.com.br> Is there a way to add more fields to unowned tickets window (rt at a glance) that could be viewed for all users ? I know how to do it for specific users, but not for everyone. FYI, I've tried to achieve that by changing administrator preferences in order to have those changes applied to all users, but it did not work that way. So I was wondering if someone had an idea about how to do that. Thanks, D?rio From tobias at formelheinz.de Thu Dec 21 07:22:50 2006 From: tobias at formelheinz.de (Tobias Heinz) Date: Thu, 21 Dec 2006 13:22:50 +0100 Subject: [rt-users] Increasing Number of e-Mail rejected: permission denied Message-ID: <458A7C9A.9050007@formelheinz.de> Dear All, my rt 3.4.1 installation is rejecting an increasing number of incoming e-Mail. I am totally out of ideas. I checked permissions for "everybody" and temporaryly increased rights for the "everybody" group - it now has All possible rights. The majority (approx. 300-400 per day) of all incoming tickets via mail is still listed in all queues - some (currently 20 - 50) tickets are getting rejected with a "permission denied" error, some more with a "message not recorded" error via mail. I am wondering what could be the cause for this. While in the past this only occured for tickets coming in via e-Mail from outside the installation it now occurs for e-Mail sent by our problem reporting forms (forms that collect user feedback in a structured manner and then send a mail to rt to open the ticket. Any ideas or starting point or solution suggestions would be really appreciated. Best regards, Tobias Heinz -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3253 bytes Desc: S/MIME Cryptographic Signature URL: From oliveros at cpqd.com.br Thu Dec 21 07:40:49 2006 From: oliveros at cpqd.com.br (Dario Luis Coneglian Oliveros) Date: Thu, 21 Dec 2006 10:40:49 -0200 Subject: [rt-users] 3.6.1 - how to set default language for all users ? Message-ID: <458A80D1.7050205@cpqd.com.br> Does anyone know how to set a default language for all users ? I wonder if there's any property to set in RT_SiteConfig.pm or via web. Thanks, D?rio From oliveros at cpqd.com.br Thu Dec 21 11:05:40 2006 From: oliveros at cpqd.com.br (Dario Luis Coneglian Oliveros) Date: Thu, 21 Dec 2006 14:05:40 -0200 Subject: [rt-users] 3.6.1 - how to set default language for all users ? In-Reply-To: <458A80D1.7050205@cpqd.com.br> References: <458A80D1.7050205@cpqd.com.br> Message-ID: <458AB0D4.3030103@cpqd.com.br> I just figured out how to do it. I've added to my RT_SiteConfig.pm the following excerpt: Set($AutoCreate, {Privileged => 1, Lang => 'pt-br'}); FYI, I am using LdapOverlay and users are being created automatically once they login via LDAP. Regards, D?rio Dario Luis Coneglian Oliveros wrote: > Does anyone know how to set a default language for all users ? > I wonder if there's any property to set in RT_SiteConfig.pm or via web. > > Thanks, > D?rio > _______________________________________________ > 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 From pkime at Shopzilla.com Thu Dec 21 13:30:30 2006 From: pkime at Shopzilla.com (Philip Kime) Date: Thu, 21 Dec 2006 10:30:30 -0800 Subject: [rt-users] RE: RT on database in read-only mode? Message-ID: <9C0091F428E697439E7A773FFD083427435CBC@szexchange.Shopzilla.inc> > Look into config. Change session class to Apache::Session::File. Excellent- that's exactly what I needed, I had missed this when looking through the config. I had done it by changing the permissions for the rt_user DB user on all tables except the sessions table but this is much neater. Many thanks. PK From jesse at bestpractical.com Thu Dec 21 13:47:08 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 21 Dec 2006 10:47:08 -0800 Subject: [rt-users] [Rt-announce] RT 3.6.3 now available Message-ID: <9C551A3C-8AE7-4591-B360-F2CA09BCBA80@bestpractical.com> Hot on the heels of RT 3.6.2, Best Practical brings you a small early holiday gift: RT 3.6.3. This release is primarily a bugfix release, though it also features some internationalization improvements. You can download RT 3.6.3 at: http://download.bestpractical.com/pub/rt/release/rt-3.6.3.tar.gz Best, Jesse Vincent Best Practical * several fixes for saved searches on the "RT at glance" page * fix for problem a with "outgoing email" records, we were writing them even if there were no recipients of a message. This could result in records of blank email messages * fix for corrupted de.po and several updates * update for Russian translation * fixes in all po files, all files are up to date with source, so translation updates are welcome -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: -------------- next part -------------- _______________________________________________ RT-Announce mailing list RT-Announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From marc.jones at uconn.edu Thu Dec 21 18:21:45 2006 From: marc.jones at uconn.edu (Jones, Marc T) Date: Thu, 21 Dec 2006 18:21:45 -0500 Subject: [rt-users] rt 3.6.1 : apache load sometimes climbs to 100% : it'sRT fault ? Message-ID: I had a similar problem were an apache process would starting up all of the cycles on the CPU it was running on. If I did not restart apache every day Apache would stop serving RT requests while using %100 of the cycles on all four processors. I fixed the problem by moving from Apache 2.0.48 using the worker MPM (The default for Debian Stable Apache2 installs) to using the prefork MPM. The problem went away and I have not seen it reoccur in over a month. I was also experiencing incredibly slow start times when launching apache initially and now it still takes a little while but not as bad as before. I recall reading that one of the CPAN packages that RT requires is not thread safe, so I assume that that is what the problem was. This did not ever occur on my testing box, so I am assuming it is related to something that one of my users does on a frequent basis, possibly related save searches, but I am just guessing. I am also not (%100) sure that this was RT library problem it might be related to mod_kerberos, since I am also using that. Marc Jones Systems Administrator Student Affairs Information Technology -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Thursday, December 07, 2006 7:56 AM To: Robert Grasso Cc: Rt-Users Subject: Re: [rt-users] rt 3.6.1 : apache load sometimes climbs to 100% : it'sRT fault ? On Thu, Dec 07, 2006 at 01:17:16PM +0100, Robert Grasso wrote: > I just discovered > > http://rt3.fsck.com/?user=guest&pass=guest > > and well : it's just as slow as mine, exactly in the SAME way. When you open the first ticket after > having performed a search, it takes 20 seconds to display the page - further pages take nearly 1 > second to open. I really should get around to updating that RT to something released within the past year. (Also, for better or for worse, the box running rt3.fsck.com is also running our Kwiki and our spam filtering. Both of which are...heavy users of CPU and disk: 07:54:41 up 101 days, 15:00, 16 users, load average: 12.28, 9.07, 6.91 Also, please don't cross-post to both mailing lists. generally, topics really belong on one or the other. Best, Jesse From dlbewley at lib.ucdavis.edu Thu Dec 21 19:01:12 2006 From: dlbewley at lib.ucdavis.edu (Dale Bewley) Date: Thu, 21 Dec 2006 16:01:12 -0800 Subject: [rt-users] 3.6.1 - how to customize unowned tickets (rt at a glance) for all users ? In-Reply-To: <458A725C.5080105@cpqd.com.br> References: <458A725C.5080105@cpqd.com.br> Message-ID: <1166745672.19162.136.camel@tofu.lib.ucdavis.edu> On Thu, 2006-12-21 at 09:39 -0200, Dario Luis Coneglian Oliveros wrote: > Is there a way to add more fields to unowned tickets window (rt at a > glance) that could be viewed for all users ? > I know how to do it for specific users, but not for everyone. > FYI, I've tried to achieve that by changing administrator preferences in > order to have those changes applied to all users, but it did not work > that way. > So I was wondering if someone had an idea about how to do that. I'm on 3.4.5 and ran into that same issue with custom fields when testing 3.6.1. Today I'm testing 3.6.3 and just started searching the archives for an answer. Maybe I'll find the answer shortly. :) Here's my post on the issue previously. http://lists.bestpractical.com/pipermail/rt-users/2006-October/042302.html I really want to be able to do this before I'll upgrade. -- Dale Bewley - Unix Administrator - Shields Library - UC Davis GPG: 0xB098A0F3 0D5A 9AEB 43F4 F84C 7EFD 1753 064D 2583 B098 A0F3 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part URL: From jesse at bestpractical.com Thu Dec 21 19:24:59 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 21 Dec 2006 19:24:59 -0500 Subject: [rt-users] 3.6.1 - how to customize unowned tickets (rt at a glance) for all users ? In-Reply-To: <1166745672.19162.136.camel@tofu.lib.ucdavis.edu> References: <458A725C.5080105@cpqd.com.br> <1166745672.19162.136.camel@tofu.lib.ucdavis.edu> Message-ID: <20061222002458.GD28785@bestpractical.com> 3.6.3 lets the admin customize the RT at a glance view ;) On Thu, Dec 21, 2006 at 04:01:12PM -0800, Dale Bewley wrote: > On Thu, 2006-12-21 at 09:39 -0200, Dario Luis Coneglian Oliveros wrote: > > Is there a way to add more fields to unowned tickets window (rt at a > > glance) that could be viewed for all users ? > > I know how to do it for specific users, but not for everyone. > > FYI, I've tried to achieve that by changing administrator preferences in > > order to have those changes applied to all users, but it did not work > > that way. > > So I was wondering if someone had an idea about how to do that. > > I'm on 3.4.5 and ran into that same issue with custom fields when > testing 3.6.1. Today I'm testing 3.6.3 and just started searching the > archives for an answer. Maybe I'll find the answer shortly. :) > > Here's my post on the issue previously. > > http://lists.bestpractical.com/pipermail/rt-users/2006-October/042302.html > > I really want to be able to do this before I'll upgrade. > -- > Dale Bewley - Unix Administrator - Shields Library - UC Davis > GPG: 0xB098A0F3 0D5A 9AEB 43F4 F84C 7EFD 1753 064D 2583 B098 A0F3 > _______________________________________________ > 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 -- From dlbewley at lib.ucdavis.edu Thu Dec 21 19:35:06 2006 From: dlbewley at lib.ucdavis.edu (Dale Bewley) Date: Thu, 21 Dec 2006 16:35:06 -0800 Subject: [rt-users] 3.6.1 - how to customize unowned tickets (rt at a glance) for all users ? In-Reply-To: <20061222002458.GD28785@bestpractical.com> References: <458A725C.5080105@cpqd.com.br> <1166745672.19162.136.camel@tofu.lib.ucdavis.edu> <20061222002458.GD28785@bestpractical.com> Message-ID: <1166747706.19162.147.camel@tofu.lib.ucdavis.edu> On Thu, 2006-12-21 at 19:24 -0500, Jesse Vincent wrote: > 3.6.3 lets the admin customize the RT at a glance view ;) Configuration -> Global -> RT At A Glance Lets me decide what things to show: MyAdminQueues, MyReminders, etc. However, I do not yet see where I can modify the format of "My Tickets" and "Unowned Tickets" to show custom fields. Clicking "Edit" above the "Unowned Tickets" display on the At A Glance Page when logged in as root and adding custom fields also does not appear to modify the display for all other users. -- Dale Bewley - Unix Administrator - Shields Library - UC Davis GPG: 0xB098A0F3 0D5A 9AEB 43F4 F84C 7EFD 1753 064D 2583 B098 A0F3 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part URL: From jesse at bestpractical.com Thu Dec 21 19:35:55 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 21 Dec 2006 19:35:55 -0500 Subject: [rt-users] 3.6.1 - how to customize unowned tickets (rt at a glance) for all users ? In-Reply-To: <1166747706.19162.147.camel@tofu.lib.ucdavis.edu> References: <458A725C.5080105@cpqd.com.br> <1166745672.19162.136.camel@tofu.lib.ucdavis.edu> <20061222002458.GD28785@bestpractical.com> <1166747706.19162.147.camel@tofu.lib.ucdavis.edu> Message-ID: <20061222003554.GE28785@bestpractical.com> On Thu, Dec 21, 2006 at 04:35:06PM -0800, Dale Bewley wrote: > On Thu, 2006-12-21 at 19:24 -0500, Jesse Vincent wrote: > > 3.6.3 lets the admin customize the RT at a glance view ;) > > Configuration -> Global -> RT At A Glance > Lets me decide what things to show: MyAdminQueues, MyReminders, etc. > > However, I do not yet see where I can modify the format of "My Tickets" > and "Unowned Tickets" to show custom fields. You can put any saved search there ;) > Clicking "Edit" above the "Unowned Tickets" display on the At A Glance > Page when logged in as root and adding custom fields also does not > appear to modify the display for all other users. > > -- > Dale Bewley - Unix Administrator - Shields Library - UC Davis > GPG: 0xB098A0F3 0D5A 9AEB 43F4 F84C 7EFD 1753 064D 2583 B098 A0F3 > _______________________________________________ > 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 -- From dlbewley at lib.ucdavis.edu Thu Dec 21 19:40:17 2006 From: dlbewley at lib.ucdavis.edu (Dale Bewley) Date: Thu, 21 Dec 2006 16:40:17 -0800 Subject: [rt-users] 3.6.1 - how to customize unowned tickets (rt at a glance) for all users ? In-Reply-To: <20061222003554.GE28785@bestpractical.com> References: <458A725C.5080105@cpqd.com.br> <1166745672.19162.136.camel@tofu.lib.ucdavis.edu> <20061222002458.GD28785@bestpractical.com> <1166747706.19162.147.camel@tofu.lib.ucdavis.edu> <20061222003554.GE28785@bestpractical.com> Message-ID: <1166748017.19162.150.camel@tofu.lib.ucdavis.edu> On Thu, 2006-12-21 at 19:35 -0500, Jesse Vincent wrote: > On Thu, Dec 21, 2006 at 04:35:06PM -0800, Dale Bewley wrote: > > On Thu, 2006-12-21 at 19:24 -0500, Jesse Vincent wrote: > > > 3.6.3 lets the admin customize the RT at a glance view ;) > > > > Configuration -> Global -> RT At A Glance > > Lets me decide what things to show: MyAdminQueues, MyReminders, etc. > > > > However, I do not yet see where I can modify the format of "My Tickets" > > and "Unowned Tickets" to show custom fields. > > You can put any saved search there ;) AH! OK. I'll shut up now and look into saved searches. Thanks for the whack with the clue stick. -- Dale Bewley - Unix Administrator - Shields Library - UC Davis GPG: 0xB098A0F3 0D5A 9AEB 43F4 F84C 7EFD 1753 064D 2583 B098 A0F3 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part URL: From matthew.seaman at thebunker.net Fri Dec 22 04:19:57 2006 From: matthew.seaman at thebunker.net (Matthew Seaman) Date: Fri, 22 Dec 2006 09:19:57 +0000 Subject: [rt-users] RT -- IRC integration? Message-ID: <458BA33D.1050401@thebunker.net> Dear List, We're thinking about proving an IRC service for our customers to communicate with us, and as part of that we'd like to be able to integrate it with RT for ticketing and ultimately billing purposes. RT already does WWW and SMTP -- why not IRC too? Searching with google finds a lot of references to chat rooms about RT, but not what I'm looking for. Searching the RT Wiki and CPAN has turned up nothing appropriate, although the RT bot at http://www.dmo.ca/projects/hacks/RT/RT.bm is more like it. Alas, it doesn't have the sort of functionality I'm after. I guess the sort of thing I'm looking for hasn't been done yet, but I thought I'd ask if anyone knew of some all-singing all-dancing RT-capable chat-bots out there? I'd be interested to hear of anyone's experiences in doing something similar. At the moment I'm only gathering the information we'll need before we decide whether to go ahead with this IRC project or not; part of that will be to evaluate what we can afford to spend on programmer and admin time in setting it up. Cheers, Matthew -- Dr Matthew Seaman The Bunker, Ash Radar Station PGP: 0x60AE908C on servers Marshborough Rd Tel: +44 1304 814800 Sandwich Fax: +44 1304 814899 Kent, CT13 0PL, UK -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 250 bytes Desc: OpenPGP digital signature URL: From oliveros at cpqd.com.br Fri Dec 22 06:55:35 2006 From: oliveros at cpqd.com.br (Dario Luis Coneglian Oliveros) Date: Fri, 22 Dec 2006 09:55:35 -0200 Subject: [rt-users] 3.6.1 - how to customize unowned tickets (rt at a glance) for all users ? In-Reply-To: <20061222002458.GD28785@bestpractical.com> References: <458A725C.5080105@cpqd.com.br> <1166745672.19162.136.camel@tofu.lib.ucdavis.edu> <20061222002458.GD28785@bestpractical.com> Message-ID: <458BC7B7.4030302@cpqd.com.br> Sounds great ! Is there an easy way to migrate from 3.6.1 to 3.6.3 without any data and customization (LDAP, look-and-feel) losses ? Thanks, D?rio Jesse Vincent wrote: >3.6.3 lets the admin customize the RT at a glance view ;) > > > >On Thu, Dec 21, 2006 at 04:01:12PM -0800, Dale Bewley wrote: > > >>On Thu, 2006-12-21 at 09:39 -0200, Dario Luis Coneglian Oliveros wrote: >> >> >>>Is there a way to add more fields to unowned tickets window (rt at a >>>glance) that could be viewed for all users ? >>>I know how to do it for specific users, but not for everyone. >>>FYI, I've tried to achieve that by changing administrator preferences in >>>order to have those changes applied to all users, but it did not work >>>that way. >>>So I was wondering if someone had an idea about how to do that. >>> >>> >>I'm on 3.4.5 and ran into that same issue with custom fields when >>testing 3.6.1. Today I'm testing 3.6.3 and just started searching the >>archives for an answer. Maybe I'll find the answer shortly. :) >> >>Here's my post on the issue previously. >> >>http://lists.bestpractical.com/pipermail/rt-users/2006-October/042302.html >> >>I really want to be able to do this before I'll upgrade. >>-- >>Dale Bewley - Unix Administrator - Shields Library - UC Davis >>GPG: 0xB098A0F3 0D5A 9AEB 43F4 F84C 7EFD 1753 064D 2583 B098 A0F3 >> >> > > > > > >>_______________________________________________ >>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 >> >> > > > From Bill at explosivo.com Fri Dec 22 11:43:48 2006 From: Bill at explosivo.com (Bill) Date: Fri, 22 Dec 2006 11:43:48 -0500 Subject: [rt-users] RT -- IRC integration? In-Reply-To: <458BA33D.1050401@thebunker.net> References: <458BA33D.1050401@thebunker.net> Message-ID: <20061222114348.3bc83e59.Bill@explosivo.com> On Fri, 22 Dec 2006 09:19:57 +0000 Matthew Seaman wrote: > > Dear List, > > We're thinking about proving an IRC service for our customers to > communicate with us, and as part of that we'd like to be able to > integrate it with RT for ticketing and ultimately billing purposes. > RT already does WWW and SMTP -- why not IRC too? > > Searching with google finds a lot of references to chat rooms about > RT, but not what I'm looking for. Searching the RT Wiki and CPAN has > turned up nothing appropriate, although the RT bot at > http://www.dmo.ca/projects/hacks/RT/RT.bm is more like it. Alas, it > doesn't have the sort of functionality I'm after. > > I guess the sort of thing I'm looking for hasn't been done yet, but I > thought I'd ask if anyone knew of some all-singing all-dancing RT-capable > chat-bots out there? I'd be interested to hear of anyone's experiences > in doing something similar. > > At the moment I'm only gathering the information we'll need before we > decide whether to go ahead with this IRC project or not; part of that > will be to evaluate what we can afford to spend on programmer and admin > time in setting it up. the Bunker eh? Way cool - I would love to work there - but I am on the other side of the pond so to speak... You must feel very safe when you are at work... emf aside. Anyway, what kind of functionlity are you looking for from an IRC bot? I did one a while back to handle querying servers for information / status / etc... but found some of the limitations on IRC annoying (try passing large amounts of text data over irc... ewwww). I probably can't help you, but I was really curious about what you see it doing for you... From matthew.seaman at thebunker.net Fri Dec 22 12:07:43 2006 From: matthew.seaman at thebunker.net (Matthew Seaman) Date: Fri, 22 Dec 2006 17:07:43 +0000 Subject: [rt-users] RT -- IRC integration? In-Reply-To: <20061222114348.3bc83e59.Bill@explosivo.com> References: <458BA33D.1050401@thebunker.net> <20061222114348.3bc83e59.Bill@explosivo.com> Message-ID: <458C10DF.7080107@thebunker.net> Bill wrote: > the Bunker eh? Way cool - I would love to work there - but I am on > the other side of the pond so to speak... You must feel very safe > when you are at work... emf aside. Actually The Bunker is designed to survive a 250 kilotonne airburst directly over it, including all the EMP effects. The main technical areas are within a double layer Faraday cage and there are within that some special areas with even more shielding. As it is, we believe that our clients will be immune from any plausible EMP weapons powered by anything less than a nuclear bomb... Of course, we just keep the computers down there. Most of the time we work in some fairly ordinary offices above ground. > Anyway, what kind of functionlity are you looking for from an IRC > bot? I did one a while back to handle querying servers for > information / status / etc... but found some of the limitations on > IRC annoying (try passing large amounts of text data over irc... > ewwww). Yeah -- it's mostly about tracking and logging chat sessions against tickets, plus we need to keep the different clients separated into their own channels -- it wouldn't do for them to be able to see each other's sessions -- so we need a mechanism for alerting the support techs. to go and join a particular channel when there's any activity. > I probably can't help you, but I was really curious about what you > see it doing for you...> It's pretty much the same sort of functionality as you'ld get with the e-mail or web interfaces to RT only slightly modified to cope with the particular idiosyncrasies of IRC. Cheers, Matthew -- Dr Matthew Seaman The Bunker, Ash Radar Station PGP: 0x60AE908C on servers Marshborough Rd Tel: +44 1304 814800 Sandwich Fax: +44 1304 814899 Kent, CT13 0PL, UK -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 250 bytes Desc: OpenPGP digital signature URL: From nmetrowsky at digitalglobe.com Fri Dec 22 12:47:46 2006 From: nmetrowsky at digitalglobe.com (Nick Metrowsky) Date: Fri, 22 Dec 2006 10:47:46 -0700 Subject: [rt-users] 3.6.3:Query Bulder help to Limit 10 unowned tickets display to queues the user has rights to only Message-ID: Hi Everyone, As you probably are aware that RT 3.6.3 has a major change which affects the "10 newest unowned tickets" display on the "RT at a glance" page. The information displayed in this area of the screen is now a saved search contained within the database. The attached code snippet was written by Eric Schultz back in January, 2006. This code is designed to display unassigned tickets to those users that have rights to the various queues they support. So, instead of getting a display for all Request Tracker queues, a user will only get a display of tickets for queues that they service. This feature has proven to be very useful at our site, so it would be a nice thing to have in for RT 3.6.3. My question, how would one go about adding this logic to a Query Builder search element? Any ideas would be most welcome. Nick The Query Builder search for "10 unowned tickets" in 3.6.3 contains: User = 'Nobody' AND (Status = 'new') OR (Status = 'open') The following is the logic to limit unowned tickets to the queues a user has rights to only: ** MyRequests 2005/07/05 23:47:16 1.11 --- MyRequests 2005/10/04 21:56:46 1.12 *************** *** 77,90 **** <%init> my $rows = $RT::MyRequestsLength; ! my $Query = "Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open')"; my $QueryString = '?' . $m->comp('/Elements/QueryString', Query => $Query, --- 77,102 ---- <%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 = "Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open') AND ( " . join( " OR ", @queues ) . " )"; + my $QueryString = '?' . $m->comp('/Elements/QueryString', Query => $Query, ------------------------------------------------------------------------ --------- 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 pete at smtl.co.uk Fri Dec 22 12:51:21 2006 From: pete at smtl.co.uk (Pete Phillips) Date: Fri, 22 Dec 2006 17:51:21 +0000 Subject: [rt-users] Shredder problems "objects list os empty" In-Reply-To: <4577970F.8060400@yahoo.com> References: <4577970F.8060400@yahoo.com> Message-ID: <458C1B19.9060905@smtl.co.uk> I'm trying to delete spam addresses from RT 3.4.2, vanilla install, with the latest shredder from CPAN. If I run this command: /opt/rt3/local/sbin/rtx-shredder --plugin "Users=status,any;email,emailaddress at yahoo.com" I get this: SQL dump file is '/tmp/20061215T134640-0001.sql' Objects list is empty, try refine search options The address I use is definitely in the database. Any help appreciated. Regards, Pete From erek at blumenthals.com Fri Dec 22 12:36:33 2006 From: erek at blumenthals.com (Erek Dyskant) Date: Fri, 22 Dec 2006 12:36:33 -0500 Subject: [rt-users] RT -- IRC integration? In-Reply-To: <458BA33D.1050401@thebunker.net> References: <458BA33D.1050401@thebunker.net> Message-ID: <1166808994.16363.105.camel@localhost> Heya Matthew, I think that you'll find that as IRC is a more free-flowing medium than email, you'll have a hard time integrating it into RT. It's not clear to the system which conversation items are connected to which tickets. In email, you have subjects that can be connected to a ticket #, but there's no equivalent structure in IRC to separate issues. Also, you may want to look at IM/web-based chat as an alternative to IRC. When handling support issues, a one on one chat session can be preferable to a channel-based system. People generally want to talk to a company representative rather than other customers looking for help. In addition, if you go with a web-based solution, it can be SSL and you can integrate it with your authentication system so that the user's identity is verified before they're connected to a tech. We provide AIM and MSN support to our customers, and the way that we handle it is that in the event that their request requires either billing or followup action, we paste the conversation into a ticket and then let it go through our normal support handling/billing workflow. If it's just a simple question that doesn't require followup, we won't add it into the system. I hope that you find this helpful. Best of luck optimizing your customer contact. Cheers, Erek Dyskant System Administrator Blumenthals.com On Fri, 2006-12-22 at 09:19 +0000, Matthew Seaman wrote: > Dear List, > > We're thinking about proving an IRC service for our customers to > communicate with us, and as part of that we'd like to be able to > integrate it with RT for ticketing and ultimately billing purposes. > RT already does WWW and SMTP -- why not IRC too? > > Searching with google finds a lot of references to chat rooms about > RT, but not what I'm looking for. Searching the RT Wiki and CPAN has > turned up nothing appropriate, although the RT bot at > http://www.dmo.ca/projects/hacks/RT/RT.bm is more like it. Alas, it > doesn't have the sort of functionality I'm after. > > I guess the sort of thing I'm looking for hasn't been done yet, but I > thought I'd ask if anyone knew of some all-singing all-dancing RT-capable > chat-bots out there? I'd be interested to hear of anyone's experiences > in doing something similar. > > At the moment I'm only gathering the information we'll need before we > decide whether to go ahead with this IRC project or not; part of that > will be to evaluate what we can afford to spend on programmer and admin > time in setting it up. > > Cheers, > > Matthew > > _______________________________________________ > 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 From jmhanks1373 at hotmail.com Fri Dec 22 14:38:44 2006 From: jmhanks1373 at hotmail.com (Jared Hanks) Date: Fri, 22 Dec 2006 11:38:44 -0800 Subject: [rt-users] Order of Custom Fields in a Queue Message-ID: Hello, I'm not sure if this is possible or not, or if it is just a feature request, but is it possible to sort the order of custom fields in a queue to be set by a number? I have a bunch of queues that I would like the custom fields sorted in a certain way, but right now the only way to sort the CF's is to "Move Up" or "Move Down" a custom field. This wouldn't be so bad if I didn't have 15 custom fields that I would like sorted, and I would like the order of these custom fields to be applied to certain queues. Is this possible to be in a future release, or can it be done in a current release? Thanks, Jared _________________________________________________________________ Type your favorite song.? Get a customized station.? Try MSN Radio powered by Pandora. http://radio.msn.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From gleduc at mail.sdsu.edu Fri Dec 22 14:45:57 2006 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Fri, 22 Dec 2006 11:45:57 -0800 Subject: [rt-users] Error in e-mail dates Message-ID: <6.2.1.2.2.20061222114556.036d0570@mail.sdsu.edu> Hi, I've finished installing rt 3.6.1 on a solaris 9 box and am seeing an error in the date processing for e-mails. E-mails sent from rt have a date field that looks like "Date: Fri, 22 Dec 2006 10:39:36 %z". The time listed is local time, but because the timezone is bogus (%z) my mail client assumes it is GMT and shows me a time that is way off. For example, the above time shows up as "02:39 AM" (Local time is 10:39 and GMT is 18:39) in my mail client. The time and timezone on the Solaris box are correct. In rt.log I'm seeing this message: [Fri Dec 22 18:39:58 2006] [debug]: RT::Date used date::parse to make 1970-01-01 28800 (/opt/local/lib/RT/Date.pm:211) The timestamps in the web interface are correct local times. Here's what is in my RT_SiteConfig.pm: Set($Timezone , 'US/Pacific'); Can anyone suggest what the problem is here? Thanks, Gene -- Gene LeDuc, GSEC Security Analyst San Diego State University From twilson at buffalo.k12.mn.us Fri Dec 22 14:31:09 2006 From: twilson at buffalo.k12.mn.us (Tim Wilson) Date: Fri, 22 Dec 2006 13:31:09 -0600 Subject: [rt-users] Using custom conditions with custom fields Message-ID: <458BDE1C.F8B4.0061.0@buffalo.k12.mn.us> Hi all, I have what would seem to be a fairly typical situation here. I've got a certain queue with two custom fields for each ticket contained there. Let's call the custom fields "Foo" and "Bar." I would like to trigger a scrip when the value of the "Foo" custom field is set to "Baz." I've got the following custom condition for my scrip (adapted from the wiki): if ( ($self->TransactionObj->Type eq "CustomField" || $self->TransactionObj->Type eq "Create" ) && ($self->TicketObj->FirstCustomFieldValue('Foo') =~ /Baz/i) ) { return 1; } return 0; This doesn't quite work because it also gets triggered when the "Bar" custom field is modified. I only want this to run when "Foo" is set to "Baz" regardless of the value of "Bar" and whether it was changed. It would seem that I need a way to have the scrip ignore changes to custom fields other than "Foo." Is this possible? -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us From todd at chaka.net Fri Dec 22 17:56:25 2006 From: todd at chaka.net (Todd Chapman) Date: Fri, 22 Dec 2006 17:56:25 -0500 Subject: [rt-users] Using custom conditions with custom fields In-Reply-To: <458BDE1C.F8B4.0061.0@buffalo.k12.mn.us> References: <458BDE1C.F8B4.0061.0@buffalo.k12.mn.us> Message-ID: <20061222225531.GC869@chaka.net> On Fri, Dec 22, 2006 at 01:31:09PM -0600, Tim Wilson wrote: > Hi all, > > I have what would seem to be a fairly typical situation here. I've got > a certain queue with two custom fields for each ticket contained there. > Let's call the custom fields "Foo" and "Bar." I would like to trigger a > scrip when the value of the "Foo" custom field is set to "Baz." I've got > the following custom condition for my scrip (adapted from the wiki): > > if ( ($self->TransactionObj->Type eq "CustomField" || > $self->TransactionObj->Type eq "Create" ) && > ($self->TicketObj->FirstCustomFieldValue('Foo') =~ /Baz/i) ) { > return 1; > } > return 0; > > This doesn't quite work because it also gets triggered when the "Bar" > custom field is modified. I only want this to run when "Foo" is set to > "Baz" regardless of the value of "Bar" and whether it was changed. > > It would seem that I need a way to have the scrip ignore changes to > custom fields other than "Foo." Is this possible? > $self->TransactionObj->Field has the Id of the custom field being changed. So you would have: unless ( ( $self->TransactionObj->Type eq "CustomField" && $self->TransactionObj->Field == $my_id ) || $self->TransactionObj->Type eq "Create" ) { return 0; } return 0 unless $self->TicketObj->FirstCustomFieldValue('Foo') =~ /Baz/i; 1; From twilson at buffalo.k12.mn.us Fri Dec 22 21:16:08 2006 From: twilson at buffalo.k12.mn.us (Tim Wilson) Date: Fri, 22 Dec 2006 20:16:08 -0600 Subject: [rt-users] Using custom conditions with custom fields Message-ID: <458C3D080200006100008BEE@staffmail.buffalo.k12.mn.us> Todd (and others), Thanks for the help. That makes sense to me except for one thing. I'm not sure where the $my_id comes from. More precisely, I don't see how comparing $self->TransactionObj->Field to $my_id works in this case. I realize this isn't a perl tutorial list, but I'm puzzled. -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us >>> Todd Chapman 12/22/06 4:56 PM >>> On Fri, Dec 22, 2006 at 01:31:09PM -0600, Tim Wilson wrote: > Hi all, > > I have what would seem to be a fairly typical situation here. I've got > a certain queue with two custom fields for each ticket contained there. > Let's call the custom fields "Foo" and "Bar." I would like to trigger a > scrip when the value of the "Foo" custom field is set to "Baz." I've got > the following custom condition for my scrip (adapted from the wiki): > > if ( ($self->TransactionObj->Type eq "CustomField" || > $self->TransactionObj->Type eq "Create" ) && > ($self->TicketObj->FirstCustomFieldValue('Foo') =~ /Baz/i) ) { > return 1; > } > return 0; > > This doesn't quite work because it also gets triggered when the "Bar" > custom field is modified. I only want this to run when "Foo" is set to > "Baz" regardless of the value of "Bar" and whether it was changed. > > It would seem that I need a way to have the scrip ignore changes to > custom fields other than "Foo." Is this possible? > $self->TransactionObj->Field has the Id of the custom field being changed. So you would have: unless ( ( $self->TransactionObj->Type eq "CustomField" && $self->TransactionObj->Field == $my_id ) || $self->TransactionObj->Type eq "Create" ) { return 0; } return 0 unless $self->TicketObj->FirstCustomFieldValue('Foo') =~ /Baz/i; 1; From rspier at pobox.com Fri Dec 22 21:07:51 2006 From: rspier at pobox.com (Robert Spier) Date: Fri, 22 Dec 2006 18:07:51 -0800 Subject: [rt-users] Error in e-mail dates In-Reply-To: <6.2.1.2.2.20061222114556.036d0570@mail.sdsu.edu> References: <6.2.1.2.2.20061222114556.036d0570@mail.sdsu.edu> Message-ID: <87r6urs6tk.wl_rs@pobox.com> Gene, What version of perl? What does: /usr/local/bin/perl -MDate::Format -le'@a=localtime; print strftime("%z", at a)' output? use the same perl that your RT is running with. Your Date::Format may be out of date. -R At Fri, 22 Dec 2006 11:45:57 -0800, Gene LeDuc wrote: > > Hi, > > I've finished installing rt 3.6.1 on a solaris 9 box and am seeing an > error in the date processing for e-mails. E-mails sent from rt have a > date field that looks like "Date: Fri, 22 Dec 2006 10:39:36 %z". The > time listed is local time, but because the timezone is bogus (%z) my > mail client assumes it is GMT and shows me a time that is way off. > For example, the above time shows up as "02:39 AM" (Local time is > 10:39 and GMT is 18:39) in my mail client. The time and timezone on > the Solaris box are correct. > > In rt.log I'm seeing this message: > [Fri Dec 22 18:39:58 2006] [debug]: RT::Date used date::parse to make > 1970-01-01 28800 (/opt/local/lib/RT/Date.pm:211) > > The timestamps in the web interface are correct local times. > > Here's what is in my RT_SiteConfig.pm: > Set($Timezone , 'US/Pacific'); > > Can anyone suggest what the problem is here? > > Thanks, > Gene > > > > -- > Gene LeDuc, GSEC > Security Analyst > San Diego State 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 From raju at linux-delhi.org Sat Dec 23 02:21:51 2006 From: raju at linux-delhi.org (Raj Mathur) Date: Sat, 23 Dec 2006 12:51:51 +0530 Subject: [rt-users] Disabled User: 1 failed access check for SeeQueue / Ticket XXXX created in queue '' Message-ID: <200612231251.52249.raju@linux-delhi.org> Using request-tracker3 on Debian testing with the following packages: request-tracker3 3.0.12-2 apache-perl 1.3.33-2 postgresql 7.4.7-6sarge1 perl 5.8.4-3 This was working just fine until a couple of weeks back, but now I'm getting error/warning messages in the logs and mails are not getting sent out when a ticket is created. The log messages are: Dec 23 12:12:18 logging RT: Disabled User: 1 failed access check for SeeQueue (/usr/share/request-tracker3/lib/RT/Principal_Overlay.pm:228) Dec 23 12:12:18 logging RT: Disabled User: 1 failed access check for ShowScrips (/usr/share/request-tracker3/lib/RT/Principal_Overlay.pm:228) Dec 23 12:12:18 logging RT: Disabled User: 1 failed access check for ShowScrips (/usr/share/request-tracker3/lib/RT/Principal_Overlay.pm:228) Dec 23 12:12:18 logging RT: Disabled User: 1 failed access check for SeeQueue (/usr/share/request-tracker3/lib/RT/Principal_Overlay.pm:228) Dec 23 12:12:18 logging RT: Disabled User: 1 failed access check for SeeQueue (/usr/share/request-tracker3/lib/RT/Principal_Overlay.pm:228) Dec 23 12:12:18 logging RT: Ticket 6054 created in queue '' by helpdesk (/usr/share/request-tracker3/lib/RT/Ticket_Overlay.pm:642) The last message is specially odd -- no queue name, but the ticket does show up under the correct queue. Looks like a permissions problem, but I can't see anything amiss in the web interface, and don't know the RT database well enough to be able to debug it. Any suggestions and help appreciated. Regards, -- Raju -- Raj Mathur ? ? ? ? ? ?raju at kandalaya.org ? http://kandalaya.org/ ? ? ? ?GPG: 78D4 FC67 367F 40E2 0DD5 ?0FEF C968 D0EF CC68 D17F ? ? ? ? ? ? ? ? ? ? ? It is the mind that moves From tomas.valenta at trustica.cz Sat Dec 23 12:40:12 2006 From: tomas.valenta at trustica.cz (Ing. Tomas Valenta) Date: Sat, 23 Dec 2006 18:40:12 +0100 Subject: [rt-users] Order of actions on ticket Message-ID: Hello there, when I add comment or corespondence to ticket AND change the owner, the message is recorded first and then the owner changed. This is problem. I have a scrip that sends any new entry to owner so I need the owner change to come first. Now I first have to change owner in ticket properties and then add the message. Could anyone help with this? I was unable to find solution in ML or hack it myself. Thanks. -- Ing. Tom?? Valenta Tel: 777 210 635 www.Trustica.cz From ruslan.zakirov at gmail.com Sat Dec 23 20:49:37 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sun, 24 Dec 2006 04:49:37 +0300 Subject: [rt-users] Disabled User: 1 failed access check for SeeQueue / Ticket XXXX created in queue '' In-Reply-To: <200612231251.52249.raju@linux-delhi.org> References: <200612231251.52249.raju@linux-delhi.org> Message-ID: <589c94400612231749m3659758bmb829fd3455f058ad@mail.gmail.com> Usually User #1 is RT_System and that's very-very bad if you have disabled him. On 12/23/06, Raj Mathur wrote: > Using request-tracker3 on Debian testing with the following packages: > > request-tracker3 3.0.12-2 > apache-perl 1.3.33-2 > postgresql 7.4.7-6sarge1 > perl 5.8.4-3 > > This was working just fine until a couple of weeks back, but now I'm > getting error/warning messages in the logs and mails are not getting > sent out when a ticket is created. The log messages are: > > Dec 23 12:12:18 logging RT: Disabled User: 1 failed access check for > SeeQueue > (/usr/share/request-tracker3/lib/RT/Principal_Overlay.pm:228) > Dec 23 12:12:18 logging RT: Disabled User: 1 failed access check for > ShowScrips > (/usr/share/request-tracker3/lib/RT/Principal_Overlay.pm:228) > Dec 23 12:12:18 logging RT: Disabled User: 1 failed access check for > ShowScrips > (/usr/share/request-tracker3/lib/RT/Principal_Overlay.pm:228) > Dec 23 12:12:18 logging RT: Disabled User: 1 failed access check for > SeeQueue > (/usr/share/request-tracker3/lib/RT/Principal_Overlay.pm:228) > Dec 23 12:12:18 logging RT: Disabled User: 1 failed access check for > SeeQueue > (/usr/share/request-tracker3/lib/RT/Principal_Overlay.pm:228) > Dec 23 12:12:18 logging RT: Ticket 6054 created in queue '' by > helpdesk (/usr/share/request-tracker3/lib/RT/Ticket_Overlay.pm:642) > > The last message is specially odd -- no queue name, but the ticket > does show up under the correct queue. > > Looks like a permissions problem, but I can't see anything amiss in > the web interface, and don't know the RT database well enough to be > able to debug it. Any suggestions and help appreciated. > > Regards, > > -- Raju > -- > Raj Mathur raju at kandalaya.org http://kandalaya.org/ > GPG: 78D4 FC67 367F 40E2 0DD5 0FEF C968 D0EF CC68 D17F > It is the mind that moves -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Sat Dec 23 21:17:18 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sun, 24 Dec 2006 05:17:18 +0300 Subject: [rt-users] Error in e-mail dates In-Reply-To: <87r6urs6tk.wl_rs@pobox.com> References: <6.2.1.2.2.20061222114556.036d0570@mail.sdsu.edu> <87r6urs6tk.wl_rs@pobox.com> Message-ID: <589c94400612231817r454568d7tb85cc984378b4743@mail.gmail.com> In RT 3.6.1 we're using POSIX module, as I understand it's using system's functions. Format %z is marked as GNU extension... But all this doesn't matter as we found other problems with strftime function from POSIX lib and switched to a different solution in RT 3.6.3. So you have to upgrade instead digging into it. You also can fetch a patch from the repository. On 12/23/06, Robert Spier wrote: > > Gene, > > What version of perl? > > What does: > > /usr/local/bin/perl -MDate::Format -le'@a=localtime; print strftime("%z", at a)' > > output? use the same perl that your RT is running with. > > Your Date::Format may be out of date. > > -R > > At Fri, 22 Dec 2006 11:45:57 -0800, > Gene LeDuc wrote: > > > > Hi, > > > > I've finished installing rt 3.6.1 on a solaris 9 box and am seeing an > > error in the date processing for e-mails. E-mails sent from rt have a > > date field that looks like "Date: Fri, 22 Dec 2006 10:39:36 %z". The > > time listed is local time, but because the timezone is bogus (%z) my > > mail client assumes it is GMT and shows me a time that is way off. > > For example, the above time shows up as "02:39 AM" (Local time is > > 10:39 and GMT is 18:39) in my mail client. The time and timezone on > > the Solaris box are correct. > > > > In rt.log I'm seeing this message: > > [Fri Dec 22 18:39:58 2006] [debug]: RT::Date used date::parse to make > > 1970-01-01 28800 (/opt/local/lib/RT/Date.pm:211) > > > > The timestamps in the web interface are correct local times. > > > > Here's what is in my RT_SiteConfig.pm: > > Set($Timezone , 'US/Pacific'); > > > > Can anyone suggest what the problem is here? > > > > Thanks, > > Gene > > > > > > > > -- > > Gene LeDuc, GSEC > > Security Analyst > > San Diego State 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 > _______________________________________________ > 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 > -- Best regards, Ruslan. From rickr at rice.edu Sun Dec 24 07:58:49 2006 From: rickr at rice.edu (Rick Russell) Date: Sun, 24 Dec 2006 06:58:49 -0600 Subject: [rt-users] Using custom conditions with custom fields In-Reply-To: <458C3D080200006100008BEE@staffmail.buffalo.k12.mn.us> References: <458C3D080200006100008BEE@staffmail.buffalo.k12.mn.us> Message-ID: <458E7989.80308@rice.edu> Tim Wilson wrote: > Thanks for the help. That makes sense to me except for one thing. I'm > not sure where the $my_id comes from. It's the numerical ID of the custom field. As a superuser, go to Configuration, Custom Fields and open the Foo custom field. Then look at the URL in your web browser: https://rt.example.com/Admin/CustomFields/Modify.html?id=NN NN is the ID number of the custom field. Rick R. From todd at chaka.net Sun Dec 24 11:15:46 2006 From: todd at chaka.net (Todd Chapman) Date: Sun, 24 Dec 2006 11:15:46 -0500 Subject: [rt-users] Using custom conditions with custom fields In-Reply-To: <458C3D080200006100008BEE@staffmail.buffalo.k12.mn.us> References: <458C3D080200006100008BEE@staffmail.buffalo.k12.mn.us> Message-ID: <20061224161546.GA24346@chaka.net> On Fri, Dec 22, 2006 at 08:16:08PM -0600, Tim Wilson wrote: > Todd (and others), > > Thanks for the help. That makes sense to me except for one thing. I'm > not sure where the $my_id comes from. More precisely, I don't see how > comparing $self->TransactionObj->Field to $my_id works in this case. I > realize this isn't a perl tutorial list, but I'm puzzled. > > -Tim You have to do something like: my $cf = RT::CustomField->new( $RT::SystemUser ); $cf->LoadByName( NAME => 'my_cf', QUEUE => 'my_queue' ); $cf->id; From hornetmadness at gmail.com Sun Dec 24 14:45:31 2006 From: hornetmadness at gmail.com (Hornet) Date: Sun, 24 Dec 2006 14:45:31 -0500 Subject: [rt-users] Search on Ticket Transaction custom fields In-Reply-To: References: Message-ID: On 10/10/06, Hersker, Steve wrote: > > > > > Hello! > > > > I think this has been an mentioned in the past and I dug through the lists > again but no luck but I may have missed it? > > > > Is there a way to search for values in a custom field associated with a > Ticket Transaction, not a Ticket? > > > > We track our after-hours support calls by flagging the Ticket Transaction as > No, Yes (Emergency), Yes (non-emergency). I'd prefer to keep it on the > Ticket Transaction level because we may continue working on a particular > issue during regular hours. So, perhaps 30 minutes was after hours but we > continued and resolved the ticket after another 60 minutes during business > hours. I need to report the 30 minutes, not the total 90 minutes. > > > > Depending on the responses to this, I'll likely just have to move the custom > field up to the Ticket level and advise my engineers that if it's not > resolved after hours, they'll need to open a new ticket for the "business > hours" portion and reference the other ticket. > > > > Does anyone have any suggestions for handling this better? (The goal being > to report to mgmt the # of and time worked for after hours support calls). > > > > Thanks > > Steve > > > _______________________________________________ > 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 > > Steve, I've been trying to do something similar. I have Close codes that needs to be selected upon the resolve or closure of a ticket. What I think I (we) need to do is make a scrip to pull the selection and pack it into a ticket level CF. That would make it search able. Now actually doing this is a royal pain. I poured over google, thw wiki and alike looking for the answer. I've even posted the same basic question on this mailing list. I never got a response. Looking back in the mailing list archives, others have asked also with no response. So I think either no one knows how to do this, so its to trivial to answer. I even got the RT essentials book, and that has poor coverage on CF's in general. -- -Erik- From wash at wananchi.com Tue Dec 26 11:10:57 2006 From: wash at wananchi.com (Odhiambo Washington) Date: Tue, 26 Dec 2006 19:10:57 +0300 Subject: [rt-users] Order of actions on ticket In-Reply-To: References: Message-ID: <20061226161057.GA66480@wananchi.com> * On 23/12/06 18:40 +0100, Ing. Tomas Valenta wrote: | | Hello there, | | when I add comment or corespondence to ticket AND change the owner, the message | is recorded first and then the owner changed. This is problem. I have a scrip | that sends any new entry to owner so I need the owner change to come first. | Now I first have to change owner in ticket properties and then add the message. | | Could anyone help with this? I was unable to find solution in ML or hack it myself. Why do you think RT should be able to read your mind? It follows the order of events, but cannot contemplate that order. cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington . WANANCHI ONLINE LTD (Nairobi, KE) | wash () WANANCHI ! com . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | GSM: (+254) 733 744 121 . (+254) 020 313 985 - 9 | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post From vivek at khera.org Tue Dec 26 12:05:20 2006 From: vivek at khera.org (Vivek Khera) Date: Tue, 26 Dec 2006 12:05:20 -0500 Subject: [rt-users] RT -- IRC integration? In-Reply-To: <458BA33D.1050401@thebunker.net> References: <458BA33D.1050401@thebunker.net> Message-ID: <3A4F712A-03EF-4482-A6D4-137BED4A1490@khera.org> On Dec 22, 2006, at 4:19 AM, Matthew Seaman wrote: > We're thinking about proving an IRC service for our customers to > communicate with us, and as part of that we'd like to be able to > integrate it with RT for ticketing and ultimately billing purposes. > RT already does WWW and SMTP -- why not IRC too? When I first read this, I thought IRC would not be right for this task: it is a shared discussion and tracking who's talking about what is troublesome. It did seem logical though to add an IM interface, probably based on jabber. You'd "chat" with your ticket. Though this would probably be more of a cool interface for an admin to manage tickets instead of using the CLI program. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2530 bytes Desc: not available URL: From baloo at ursine.ca Tue Dec 26 15:02:57 2006 From: baloo at ursine.ca (Paul Johnson) Date: Tue, 26 Dec 2006 12:02:57 -0800 Subject: [rt-users] Disabling autoreplies for just one queue Message-ID: Is it possible to completely disable autoreplies for a specific queue? Doing so would make RT suitable for use to check the postmaster@ mailbox without causing inadvertent spam backscatter with RT autoreplies going to forged From: addresses. From rickr at rice.edu Tue Dec 26 18:20:19 2006 From: rickr at rice.edu (Rick Russell) Date: Tue, 26 Dec 2006 17:20:19 -0600 Subject: [rt-users] Order of actions on ticket In-Reply-To: <20061226161057.GA66480@wananchi.com> References: <20061226161057.GA66480@wananchi.com> Message-ID: <4591AE33.6030506@rice.edu> Odhiambo Washington wrote: > Why do you think RT should be able to read your mind? It follows the > order of events, but cannot contemplate that order. That is a very eloquent way to put it :-) In response to the original poster, you could experiment with TransactionBatch mode and your "On Correspond" and "On Comment" scrips so that the notification to the owner is posted after the owner change, rather than before. Also, according to the BP Wiki (but not tested by me), scrips are executed in alphanumeric order according to the description. This was a huge surprise to me when I read it a couple of days ago :-) So you might be able to order the scrips by putting numbers in front of them or something. Rick R. From rickr at rice.edu Tue Dec 26 18:12:41 2006 From: rickr at rice.edu (Rick Russell) Date: Tue, 26 Dec 2006 17:12:41 -0600 Subject: [rt-users] Disabling autoreplies for just one queue In-Reply-To: References: Message-ID: <4591AC69.3030404@rice.edu> You have to replace the default autoreply scrip with a new scrip with a custom condition like so: > my $Ticket = $self->TicketObj; > my $Transaction = $self->TransactionObj; > > if ( ($Transaction -> Type eq 'Create') > && !($Ticket->Queue eq '55') > && !($Ticket->Queue eq '65') > && !($Ticket->Queue eq '67') > && !($Ticket->Queue eq '68') > && !($Ticket->Queue eq '70') > && !($Ticket->Queue eq '77') > && !($Ticket->Queue eq '78') ) > { return (1); } > else > {return (undef); } As you can see, I've got a whole bunch of exceptions in there. If you prefer to match by name, I suppose you could use $Ticket->QueueObj->Name eq 'Whatever' instead. Rick R. Paul Johnson wrote: > Is it possible to completely disable autoreplies for a specific queue? > Doing so would make RT suitable for use to check the postmaster@ mailbox > without causing inadvertent spam backscatter with RT autoreplies going to > forged From: addresses. > > > _______________________________________________ > 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 > From nmetrowsky at digitalglobe.com Tue Dec 26 21:43:52 2006 From: nmetrowsky at digitalglobe.com (Nick Metrowsky) Date: Tue, 26 Dec 2006 19:43:52 -0700 Subject: [rt-users] Comment on 3.6.x - Quick Search and "Unowned" tickets Message-ID: Hi Jesse, I understand that a user can create their own search. We want it so that it is universal and automatic, so that the user doesn't have to do anything special. Removing the capability from the scripts (easy to put in a patch) to a database specific search script may not have been the best "move" in this instance. Having the capability of listing unonwed tickets specific to the queues that a user services, is much better, than displaying all the unowned tickets which come into Request Tracker. We have over 15 queues, and most of users only service one or two queues. Many watch the "RT at a glance" screen to look for tickets. They do not have the time or desire to click on a manual search, when RT can be set up to display the information automatically. So, I need to know how I can add to the unowned ticket search the capability which will give a list of tickets that are unowned for the queues that a user is allowed to service. In our case, queues that have AdminCc or Cc watcher turned on for the specific user when they view the "RT at a glance" page. 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 ------------------------------------------------------------------------ --------- ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jesse Vincent Sent: Tuesday, December 19, 2006 11:28 AM To: Nick Metrowsky Cc: RT Users Subject: Re: [rt-users] Comment on 3.6.x - Quick Search and "Unowned" tickets On Dec 19, 2006, at 1:25 PM, Nick Metrowsky wrote: To The Request Tracker Authors: After looking a bit at the 3.6.2 interface, I have one comment. The user can configure Request Tracker to display only certain queues of interest in the Quick Search box. Unfortunately, the same cannot be said for the "newest unowned tickets" box. It would be nice to only display tickets which are applicable to the queues that the user desires in the "Quick Search" box"or at least give the user the opportunity to select the queues they would like to see displayed in the "newest unowned tickets" box. A change of this nature would be beneficial to our user community and to Request Tracker users in general. Nick, Using RT's saved searches, it's quite easy for a user to construct his or her own "newest unowned tickets I care about" search and place it on his or her own portal. Best, Jesse Thank you for your time. 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 ------------------------------------------------------------------------ --------- _______________________________________________ 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Wed Dec 27 00:55:44 2006 From: todd at chaka.net (Todd Chapman) Date: Wed, 27 Dec 2006 00:55:44 -0500 Subject: [rt-users] Order of Custom Fields in a Queue In-Reply-To: References: Message-ID: <20061227055544.GA1392@chaka.net> On Fri, Dec 22, 2006 at 11:38:44AM -0800, Jared Hanks wrote: > Hello, > > I'm not sure if this is possible or not, or if it is just a feature request, but is it possible to sort the order of custom fields in a queue to be set by a number? I have a bunch of queues that I would like the custom fields sorted in a certain way, but right now the only way to sort the CF's is to "Move Up" or "Move Down" a custom field. This wouldn't be so bad if I didn't have 15 custom fields that I would like sorted, and I would like the order of these custom fields to be applied to certain queues. > > Is this possible to be in a future release, or can it be done in a current release? > Best way would be to submit a patch. But there is another way. Notice that the Move Up and Move Down links have a URL with the number of position to move up/down? When I need to move a CF up 10, I click the Move Up link once, then I edit the URL in my browser address bar to move the CF up 9 more spaces. Not elegant but it works well for me. -Todd From kellermg at potsdam.edu Wed Dec 27 01:59:51 2006 From: kellermg at potsdam.edu (Matthew Keller) Date: Wed, 27 Dec 2006 01:59:51 -0500 Subject: [rt-users] Comment on 3.6.x - Quick Search and "Unowned" tickets In-Reply-To: References: Message-ID: <1167202791.1818.3.camel@mlap> A user will only see unowned tix in queues they have permission to. If the user is seeing more tix than you'd like, then you need to tighten up your permissions. We have a couple dozen queues, and people would go batty if they saw all of the unowned tix. On Tue, 2006-12-26 at 19:43 -0700, Nick Metrowsky wrote: > Hi Jesse, > > I understand that a user can create their own search. We want it so > that it is universal and automatic, so that the user doesn?t have to > do anything special. Removing the capability from the scripts (easy to > put in a patch) to a database specific search script may not have been > the best ?move? in this instance. Having the capability of listing > unonwed tickets specific to the queues that a user services, is much > better, than displaying all the unowned tickets which come into > Request Tracker. We have over 15 queues, and most of users only > service one or two queues. Many watch the ?RT at a glance? screen to > look for tickets. They do not have the time or desire to click on a > manual search, when RT can be set up to display the information > automatically. > > From theillien at yahoo.com Wed Dec 27 05:28:32 2006 From: theillien at yahoo.com (Mathew Snyder) Date: Wed, 27 Dec 2006 05:28:32 -0500 Subject: [rt-users] Statistics revisitation Message-ID: <45924AD0.5050800@yahoo.com> Does anyone know about or have any intentions of updating the RTx::Statistics package? I'm finding the built-in reports are not sufficient and I don't know enough perl to make my way around the RT codebase. Mathew From matthew.seaman at thebunker.net Wed Dec 27 07:18:46 2006 From: matthew.seaman at thebunker.net (Matthew Seaman) Date: Wed, 27 Dec 2006 12:18:46 +0000 Subject: [rt-users] RT -- IRC integration? In-Reply-To: <3A4F712A-03EF-4482-A6D4-137BED4A1490@khera.org> References: <458BA33D.1050401@thebunker.net> <3A4F712A-03EF-4482-A6D4-137BED4A1490@khera.org> Message-ID: <459264A6.6060404@thebunker.net> Vivek Khera wrote: > > On Dec 22, 2006, at 4:19 AM, Matthew Seaman wrote: > >> We're thinking about proving an IRC service for our customers to >> communicate with us, and as part of that we'd like to be able to >> integrate it with RT for ticketing and ultimately billing purposes. >> RT already does WWW and SMTP -- why not IRC too? > > When I first read this, I thought IRC would not be right for this task: > it is a shared discussion and tracking who's talking about what is > troublesome. > > It did seem logical though to add an IM interface, probably based on > jabber. You'd "chat" with your ticket. Though this would probably be > more of a cool interface for an admin to manage tickets instead of using > the CLI program. Hmmm.... yes. IM(XMPP) certainly does seem like a better choice rather than IRC. I particularly like the difference in the way authentication is done -- especially if we can get it hooked up using SASL to a common back-end directory for authentication to various other services as per RFC 3920. Nice. Using this interface as an administrative means of managing ticket status is certainly a cool idea, but not a primary objective. The big win, as I see it, is that you get all the immediacy of a telephone call with the added ability of the client to cut'n'paste from the screen. Cheers, Matthew -- Dr Matthew Seaman The Bunker, Ash Radar Station PGP: 0x60AE908C on servers Marshborough Rd Tel: +44 1304 814800 Sandwich Fax: +44 1304 814899 Kent, CT13 0PL, UK -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 250 bytes Desc: OpenPGP digital signature URL: From diablo at iasi.roedu.net Wed Dec 27 08:13:23 2006 From: diablo at iasi.roedu.net (Subredu Manuel) Date: Wed, 27 Dec 2006 15:13:23 +0200 Subject: [rt-users] translation Message-ID: <45927173.3080009@iasi.roedu.net> Hi, I want to translate RT into Romanian, but I don't know were to start from (source files, etc). Can anyone give me some pointers ? From torsten.brumm at googlemail.com Wed Dec 27 08:21:14 2006 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Wed, 27 Dec 2006 14:21:14 +0100 Subject: [rt-users] translation In-Reply-To: <45927173.3080009@iasi.roedu.net> References: <45927173.3080009@iasi.roedu.net> Message-ID: have a look into another translation file, its stored unter lib/RT/I18N and then you only need a lot of Time ;-) 2006/12/27, Subredu Manuel : > > Hi, > > I want to translate RT into Romanian, but I don't know were to start > from (source files, etc). Can anyone give me some pointers ? > _______________________________________________ > 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 > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Wed Dec 27 08:27:31 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 27 Dec 2006 16:27:31 +0300 Subject: [rt-users] translation In-Reply-To: References: <45927173.3080009@iasi.roedu.net> Message-ID: <589c94400612270527y396f3f8fpaad6df249a8ec598@mail.gmail.com> 1) tar -xzvf rt-3.6.3.tar,gz; cd rt-3.6.3; ./configure ...some opts... 2) touch lib/RT/I18N/ro.po This will create a blank file for Romanian RT 3) make regenerate-catalogs This will fill it with blanks for all the strings in RT 4) edit the file. It's just as you guessed it was ;) 5) Send the file to us, so we can package it with RT and share it with everybody else. On 12/27/06, Torsten Brumm wrote: > have a look into another translation file, its stored unter lib/RT/I18N and > then you only need a lot of Time ;-) > > 2006/12/27, Subredu Manuel : > > Hi, > > > > I want to translate RT into Romanian, but I don't know were to start > > from (source files, etc). Can anyone give me some pointers ? -- Best regards, Ruslan. From jscheidell at secnap.net Wed Dec 27 14:17:46 2006 From: jscheidell at secnap.net (Jonathan Scheidell) Date: Wed, 27 Dec 2006 14:17:46 -0500 Subject: [rt-users] How to read custom email headers Message-ID: I'm trying to read an email address from a custom header I created and assign that variable as a ticket cc. I have RT pulling addresses from the From:, and Cc: fields in the header, but I want it to pull an address from a custom header (ie. X-Custom: joe at somewhere.com). I have been testing some custom script actions to try and read the header, but as of yet have been unsuccessful. I looked through the wiki, and historic rt-users lists, but didn't find anything that helped much. I got this to work once on RT3.4 by manually changing the source code (I think it was the Notify.pm script) but can't seem to find documentation on that. This time around, with RT3.6 I would like to do this with custom script actions, that seems to be the "cleanest" way to do it. Here is some of my bumbling so far, I'm trying to tackle the reading portion first: The header field is "X-Isp:" Condition: On Create Action: User Defined Cleanup Code: my $MIMEObj = $self->TemplateObj->MIMEObj; my $isp = $MIMEObj->head->get('X-Isp'); $RT::Logger->notice($isp. " <-- this is X-ISP.\n"); return 1; This yields me an error in the rt.log: Commit failed: Can't call method "head" on an undefined value at (eval 475) line 3. I'm not sure if there is some additional functions library I need to include that is not in General.pm, but with my limited knowledge of perl I'm having a hard time getting through this. -- Jon Scheidell Security Engineer Secnap Network Security (561) 999-5000 x:4110 www.secnap.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From twilson at buffalo.k12.mn.us Wed Dec 27 14:48:43 2006 From: twilson at buffalo.k12.mn.us (Tim Wilson) Date: Wed, 27 Dec 2006 13:48:43 -0600 Subject: [rt-users] How to read custom email headers In-Reply-To: References: Message-ID: <459279BA.F8B4.0061.0@buffalo.k12.mn.us> >>> On Wed, Dec 27, 2006 at 1:17 PM, in message , "Jonathan Scheidell" wrote: > I'm trying to read an email address from a custom header I created and > assign that variable as a ticket cc. I believe you're looking for ExtractCustomFieldValues. You'll find it in the ScripActions section at: http://wiki.bestpractical.com/index.cgi?Contributions -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us From ruslan.zakirov at gmail.com Wed Dec 27 14:49:50 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 27 Dec 2006 22:49:50 +0300 Subject: [rt-users] How to read custom email headers In-Reply-To: References: Message-ID: <589c94400612271149t1fc54f18x14960d7159580c7@mail.gmail.com> my $attachment = $self->TransactionObj->Attachments->First; my $isp = $attachment->GetHeader('X-ISP'); I think this should work. On 12/27/06, Jonathan Scheidell wrote: > > > > > I'm trying to read an email address from a custom header I created and > assign that variable as a ticket cc. > > > > I have RT pulling addresses from the From:, and Cc: fields in the header, > but I want it to pull an address from a custom header (ie. X-Custom: > joe at somewhere.com). > > > > I have been testing some custom script actions to try and read the header, > but as of yet have been unsuccessful. > > > > I looked through the wiki, and historic rt-users lists, but didn't find > anything that helped much. > > > > I got this to work once on RT3.4 by manually changing the source code (I > think it was the Notify.pm script) but can't seem to find documentation on > that. > > > > This time around, with RT3.6 I would like to do this with custom script > actions, that seems to be the "cleanest" way to do it. > > > > Here is some of my bumbling so far, I'm trying to tackle the reading portion > first: > > The header field is "X-Isp:" > > > > Condition: On Create > > Action: User Defined > > > > Cleanup Code: > > > > my $MIMEObj = $self->TemplateObj->MIMEObj; > > my $isp = $MIMEObj->head->get('X-Isp'); > > > > $RT::Logger->notice($isp. " <-- this is X-ISP.\n"); > > > > return 1; > > > > > > This yields me an error in the rt.log: > > Commit failed: Can't call method "head" on an undefined value at (eval 475) > line 3. > > > > I'm not sure if there is some additional functions library I need to include > that is not in General.pm, but with my limited knowledge of perl I'm having > a hard time getting through this. > > > > -- > > Jon Scheidell > > Security Engineer > > Secnap Network Security > > (561) 999-5000 x:4110 > > www.secnap.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 > > -- Best regards, Ruslan. From jscheidell at secnap.net Wed Dec 27 14:57:13 2006 From: jscheidell at secnap.net (Jonathan Scheidell) Date: Wed, 27 Dec 2006 14:57:13 -0500 Subject: [rt-users] How to read custom email headers Message-ID: Thanks!! That worked perfect I added some logging to the script action. [Wed Dec 27 19:56:34 2006] [notice]: joe at blow.com <-- this is X-ISP. -- Jon Scheidell Security Engineer Secnap Network Security (561) 999-5000 x:4110 www.secnap.com -----Original Message----- From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] Sent: Wednesday, December 27, 2006 2:50 PM To: Jonathan Scheidell Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] How to read custom email headers my $attachment = $self->TransactionObj->Attachments->First; my $isp = $attachment->GetHeader('X-ISP'); I think this should work. On 12/27/06, Jonathan Scheidell wrote: > > > > > I'm trying to read an email address from a custom header I created and > assign that variable as a ticket cc. > > > > I have RT pulling addresses from the From:, and Cc: fields in the header, > but I want it to pull an address from a custom header (ie. X-Custom: > joe at somewhere.com). > > > > I have been testing some custom script actions to try and read the header, > but as of yet have been unsuccessful. > > > > I looked through the wiki, and historic rt-users lists, but didn't find > anything that helped much. > > > > I got this to work once on RT3.4 by manually changing the source code (I > think it was the Notify.pm script) but can't seem to find documentation on > that. > > > > This time around, with RT3.6 I would like to do this with custom script > actions, that seems to be the "cleanest" way to do it. > > > > Here is some of my bumbling so far, I'm trying to tackle the reading portion > first: > > The header field is "X-Isp:" > > > > Condition: On Create > > Action: User Defined > > > > Cleanup Code: > > > > my $MIMEObj = $self->TemplateObj->MIMEObj; > > my $isp = $MIMEObj->head->get('X-Isp'); > > > > $RT::Logger->notice($isp. " <-- this is X-ISP.\n"); > > > > return 1; > > > > > > This yields me an error in the rt.log: > > Commit failed: Can't call method "head" on an undefined value at (eval 475) > line 3. > > > > I'm not sure if there is some additional functions library I need to include > that is not in General.pm, but with my limited knowledge of perl I'm having > a hard time getting through this. > > > > -- > > Jon Scheidell > > Security Engineer > > Secnap Network Security > > (561) 999-5000 x:4110 > > www.secnap.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 > > -- Best regards, Ruslan. From baloo at ursine.ca Wed Dec 27 14:49:15 2006 From: baloo at ursine.ca (Paul Johnson) Date: Wed, 27 Dec 2006 11:49:15 -0800 Subject: [rt-users] Re: Disabling autoreplies for just one queue References: <4591AC69.3030404@rice.edu> Message-ID: http://wiki.ursine.ca/Top_posting Rick Russell wrote: > You have to replace the default autoreply scrip with a new scrip with a > custom condition like so: OK, I think I follow now. I take it I was correct in thinking that scrips can only be set universally and not overridden on a per-queue basis? From vadud3 at gmail.com Wed Dec 27 15:07:12 2006 From: vadud3 at gmail.com (Asif Iqbal) Date: Wed, 27 Dec 2006 15:07:12 -0500 Subject: [rt-users] Message Full Headers In-Reply-To: References: <20051218223028.GF23335@qwestip.net> Message-ID: On 11/2/06, Asif Iqbal wrote: > On 9/14/06, Asif Iqbal wrote: > > On 12/18/05, Asif Iqbal wrote: > > > Hi All > > > > > > Does anyone know what part of rt cli (REST version) to modify to get the > > > full headers? I can use old rt cli to get that but that requires all the > > > RT libraries and hence need to run locally. > > > > > > The other option of getting the content remotely is using `curl' or > > > `LWP'. > > > > > > OLD CLI: (first two lines) > > > > > > # $Header: /raid/cvsroot/rt/bin/rt,v 1.3 2001/11/13 16:33:28 jesse Exp $ > > > # RT is (c) 1996-2001 Jesse Vincent > > > > > > Any suggestion on modifying the REST version rt cli? OR should I go > > > ahead and use `curl'? > > > > > > Still trying to find out how to extract full header along with a > > original message--first transaction--of a ticket in cli. > > > Has anyone since my last email found a way to collect the full headers > of a Ticket using CLI? I still like to find out if there is a way to collect full headers of the first transaction of a ticket and store it to a text file either using CLI or someother method that is kosher to RT > > > > > > > > > > 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 > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > > > > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > > > San Francisco - Find out more at http://bestpractical.com/services/training.html > > > > > > > > > -- > > Asif Iqbal > > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > > > > > -- > Asif Iqbal > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu From rob at ladle.net Wed Dec 27 14:46:21 2006 From: rob at ladle.net (Rob Walker) Date: Wed, 27 Dec 2006 11:46:21 -0800 Subject: [rt-users] LDAP not updating RT data when LDAP data changes Message-ID: <4592CD8D.8000809@ladle.net> I set up the LDAP overlay. To be specific, I set up LdapUserLocalOverlay from the wiki. It is doing autocreate for our users just fine. It is also working ("username/password is incorrect") when we set the user to "disabled" in LDAP. However, when I change an attribute for the user (I am using City for my test), RT doesn't update the city field in my database. I turned up logging, and found the following in my log file: [Wed Dec 27 18:52:03 2006] [debug]: UPDATED user rwalker from LDAP * (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:621) I looked at that file. My version now is a little bit different than the one which was first there. The if statement at the end of the file now looks like this, pardon the gratuitous line wraps): if ($disabled_users->count) { my $UserObj = RT::User->new($RT::SystemUser); $UserObj->Load($self->Name); my ($val, $message) = $UserObj->SetDisabled(1); $RT::Logger->info("DISABLED user " . $self->Name . " per LDAP ($val, $message)\n"); $msg = "User disabled"; } else { # Update their info from LDAP my %args = (Name => $self->Name); $self->CanonicalizeUserInfo(\%args); foreach my $key (sort(keys(%args))) { next unless $args{$key}; my $method = "Set$key"; $self->$method($args{$key}); $RT::Logger->debug("UPDATED user " . $self->Name . "\ from LDAP -- \$key is $key\n"); $RT::Logger->debug("UPDATED user " . $self->Name . "\ from LDAP -- \$args is $args{$key}\n"); } $updated = 1; $RT::Logger->debug("UPDATED user " . $self->Name . " from\ LDAP\n"); $msg = 'User updated'; } So I copied the debug statements into the foreach loop, and now my debugs look like this (datestamps and other data elided): [] [debug]: UPDATED user rwalker from LDAP -- $key is Address1 (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:618) [] [debug]: UPDATED user rwalker from LDAP -- $args is myaddress (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:619) [] [debug]: UPDATED user rwalker from LDAP -- $key is City (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:618) [] [debug]: UPDATED user rwalker from LDAP -- $args is mycity (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:619) [] [debug]: UPDATED user rwalker from LDAP -- $key is Country (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:618) [] [debug]: UPDATED user rwalker from LDAP -- $args is mycountry (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:619) [] [debug]: UPDATED user rwalker from LDAP -- $key is EmailAddress (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:618) [] [debug]: UPDATED user rwalker from LDAP -- $args is myemail (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:619) [] [debug]: UPDATED user rwalker from LDAP -- $key is ExternalAuthId (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:618) [] [debug]: UPDATED user rwalker from LDAP -- $args is myid (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:619) [] [debug]: UPDATED user rwalker from LDAP -- $key is ExternalContactInfoId (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:618) [] [debug]: UPDATED user rwalker from LDAP -- $args is ldapgook (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:619) [] [debug]: UPDATED user rwalker from LDAP -- $key is Gecos (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:618) [] [debug]: UPDATED user rwalker from LDAP -- $args is mygecosfield (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:619) [] [debug]: UPDATED user rwalker from LDAP -- $key is Name (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:618) [] [debug]: UPDATED user rwalker from LDAP -- $args is myname (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:619) [] [debug]: UPDATED user rwalker from LDAP -- $key is Organization (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:618) [] [debug]: UPDATED user rwalker from LDAP -- $args is myorg (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:619) [] [debug]: UPDATED user rwalker from LDAP -- $key is RealName (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:618) [] [debug]: UPDATED user rwalker from LDAP -- $args is myrealname (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:619) [] [debug]: UPDATED user rwalker from LDAP -- $key is State (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:618) [] [debug]: UPDATED user rwalker from LDAP -- $args is mystate (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:619) [] [debug]: UPDATED user rwalker from LDAP -- $key is WorkPhone (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:618) [] [debug]: UPDATED user rwalker from LDAP -- $args is myphone (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:619) [] [debug]: UPDATED user rwalker from LDAP -- $key is Zip (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:618) [] [debug]: UPDATED user rwalker from LDAP -- $args is myzip (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:619) [] [debug]: UPDATED user rwalker from LDAP (/usr/local/share/request-tracker3.4/lib/RT/User_Local.pm:623) After this is finished, the database shows the old information still in the database. I am not really sure where to look on this, line 616-617 is my $method = "Set$key"; $self->$method($args{$key}); So I thought that there might be a function somewhere called SetCity . ~$ cd /usr/share/request-tracker3.4/ /usr/share/request-tracker3.4$ grep -rni SetCity * lib/RT/User.pm:625:=head2 SetCity VALUE After looking at that file, I wonder if my problem here is a problem with DBIx::SearchBuilder ... ? dpkg -l libdbix-searchbuilder-perl returns me 1.38-1 (We are running Ubuntu Dapper Drake, would love to see an install guide for RT3.6 on Dapper Drake!) Thanks in advance for any ideas. Rob From pape-rt at inf.fu-berlin.de Wed Dec 27 16:15:52 2006 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Wed, 27 Dec 2006 22:15:52 +0100 Subject: [rt-users] Re: Disabling autoreplies for just one queue Message-ID: <0AEDEE6B86B5D91B1F24A384@erehome> Hello, --Am 27. Dezember 2006 11:49:15 -0800 schrieb Paul Johnson : > OK, I think I follow now. I take it I was correct in thinking that scrips > can only be set universally and not overridden on a per-queue basis? you can use my addition/patch shown at to add this ability to rt. (Bottom of the page, [download]), see the README in the download directory to know how to proceed with either version of rt. regards, Dirk. From rob at ladle.net Wed Dec 27 20:25:42 2006 From: rob at ladle.net (Rob Walker) Date: Wed, 27 Dec 2006 17:25:42 -0800 Subject: [rt-users] LDAP not updating RT data when LDAP data changes In-Reply-To: <4592CD8D.8000809@ladle.net> References: <4592CD8D.8000809@ladle.net> Message-ID: <45931D16.3040301@ladle.net> Rob Walker wrote: > I set up the LDAP overlay. To be specific, I set up > LdapUserLocalOverlay from the wiki. It is doing autocreate for our > users just fine. It is also working ("username/password is incorrect") > when we set the user to "disabled" in LDAP. > > However, when I change an attribute for the user (I am using City for my > test), RT doesn't update the city field in my database. > Thanks in advance for any ideas. I was wrong. It works. It looks like you have to either 1. Give AD a few minutes to start serving up the new data or 2. Give RT some time to get it. Either way, my AD changes are propagating to RT now. Rob From ZFortna at cxtec.com Thu Dec 28 07:59:21 2006 From: ZFortna at cxtec.com (Zachary Fortna) Date: Thu, 28 Dec 2006 07:59:21 -0500 Subject: [rt-users] Custom Fields and Save Serachs malfunctioning Message-ID: <25AC2CBEEFA22F49BC36DED1250EB6A80C674C56@cxmailx.ad.cxtec.com> I have 4 custom fields for one of my queues which will not allow me to change them. Everytime i change the value and attempt to save them, they revert back to being unset. I don't see any error messages in the logs either. At the same time this happened the saved searches block disappeared for all users except for the root user. I verified that the appropriate users have the create and view saved search permissions, but the block still won't show up. The only thing that changed is that i installed the ExtractCustomFieldValues Addon. I've removed that and it doesn't seem to make any difference. Any ideas? -------------- next part -------------- An HTML attachment was scrubbed... URL: From baloo at ursine.ca Thu Dec 28 03:47:10 2006 From: baloo at ursine.ca (Paul Johnson) Date: Thu, 28 Dec 2006 00:47:10 -0800 Subject: [rt-users] Re: Disabling autoreplies for just one queue References: <4591AC69.3030404@rice.edu> Message-ID: Rick Russell wrote: > > You have to replace the default autoreply scrip with a new scrip with a > custom condition like so: > >> my $Ticket = $self->TicketObj; >> my $Transaction = $self->TransactionObj; >> >> if ( ($Transaction -> Type eq 'Create') >> && !($Ticket->Queue eq '55') >> && !($Ticket->Queue eq '65') >> && !($Ticket->Queue eq '67') >> && !($Ticket->Queue eq '68') >> && !($Ticket->Queue eq '70') >> && !($Ticket->Queue eq '77') >> && !($Ticket->Queue eq '78') ) >> { return (1); } >> else >> {return (undef); } > > As you can see, I've got a whole bunch of exceptions in there. If you > prefer to match by name, I suppose you could use > > $Ticket->QueueObj->Name eq 'Whatever' > > instead. OK, I'm not sure this works as advertised, as I get lines like this in my log... Dec 27 23:02:45 ursine RT: Scrip 3 IsApplicable failed: Global symbol "$Transaction" requires explicit package name at (eval 1086) line 2. Global symbol "$Ticket" requires explicit package name at (eval 1086) line 3. (/usr/share/request-tracker3.6/lib/RT/Condition/UserDefined.pm:67) Dec 27 23:56:33 ursine RT: Scrip 3 IsApplicable failed: Global symbol "$Transaction" requires explicit package name at (eval 1108) line 2. Global symbol "$Ticket" requires explicit package name at (eval 1108) line 3. (/usr/share/request-tracker3.6/lib/RT/Condition/UserDefined.pm:67) From Raphael.berlamont at raphux.com Thu Dec 28 09:11:39 2006 From: Raphael.berlamont at raphux.com (Raphael Berlamont) Date: Thu, 28 Dec 2006 15:11:39 +0100 (CET) Subject: [rt-users] Automatic Wake Up a stalled ticket Message-ID: <34787.88.191.12.192.1167315099.squirrel@webmail2.raphux.com> Hello list, My RT users would like to have the following feature : For example when someone Open a Ticket for a device that seems not to be working, but the real reason is that the device is beeing repaired, the L1 support team makes that ticket "Stalled". They would like RT to automaticaly "re-open" that ticket at a given date/time. As we don't use the "due" field (didn't find how/where to configure it), we thought we could use it to enter a "wake up" date, and then, with a cron job, regurally get all stalled ticket, and makes "open" those which need to. I have two questions : - Is it a good way to do this? - Why, when I open a ticket, the due field is automatically filled? Thanks for any help, Best Regards, -- Raph. From vivek at khera.org Thu Dec 28 15:58:01 2006 From: vivek at khera.org (Vivek Khera) Date: Thu, 28 Dec 2006 15:58:01 -0500 Subject: [rt-users] Re: Disabling autoreplies for just one queue In-Reply-To: References: <4591AC69.3030404@rice.edu> Message-ID: <3BFF47AF-86AD-44FB-AD0B-C4CCD9D9FEA6@khera.org> On Dec 27, 2006, at 2:49 PM, Paul Johnson wrote: > http://wiki.ursine.ca/Top_posting > > Rick Russell wrote: > >> You have to replace the default autoreply scrip with a new scrip >> with a >> custom condition like so: > > OK, I think I follow now. I take it I was correct in thinking that > scrips > can only be set universally and not overridden on a per-queue basis? Disable the global scrip, and add an auto-reply per queue for the queues which need it. We use a custom template per queue so it was natural to do this anyhow. The other global scrips are all sensible for all queues the way we use them. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2530 bytes Desc: not available URL: From oliveros at cpqd.com.br Thu Dec 21 06:29:06 2006 From: oliveros at cpqd.com.br (Dario Luis Coneglian Oliveros) Date: Thu, 21 Dec 2006 09:29:06 -0200 Subject: [rt-users] 3.6.1 - how to set default language for all users ? Message-ID: <458A7002.7070507@cpqd.com.br> Does anyone know how to set a default language for all users ? I wonder if there's any property to set in RT_SiteConfig.pm or via web. Thanks, D?rio From ocraig at stillsecure.com Fri Dec 29 02:16:01 2006 From: ocraig at stillsecure.com (Ole Craig) Date: Fri, 29 Dec 2006 00:16:01 -0700 Subject: [rt-users] Sort Order of Custom Fields in rt 3.6.1 -- possible lead? In-Reply-To: <1160002291.31136.364.camel@hex.latis.com> References: <5489525.1159283856384.SLOX.WebMail.wwwrun@imap.multamedio.de> <20060928184652.GU10042@bestpractical.com> <1159984647.31136.297.camel@hex.latis.com> <589c94400610041440n184535afi3c6f8d2d8232a2e4@mail.gmail.com> <1160002291.31136.364.camel@hex.latis.com> Message-ID: <1167376561.9645.32.camel@ook> On Wed, 2006-10-04 at 16:51 -0600, Ole Craig wrote: > > Guess I'm just lucky... I've got a select-one-value Ticket CF named > "Severity" which currently has the following possible name values: > > '1 - CRITICAL' > '2 - Major' > '3 - Minor' > '4 - Informational' > > (sort ordering is 1234 and the value name begins with the appropriate > digit as well.) > > If I sort my "N" highest priority tickets at-a-glance page on that CF > (and that CF alone, all other sort bars are set to "none") I get a > random list. At the moment, it looks like this: > > 3 - Minor > 3 - Minor > 1 - CRITICAL > 2 - Major > 2 - Major > 4 - Informational > 2 - Major > 3 - Minor > [...] > > No other order is apparent in the ticket list. So... after digging through the changelogs for both RT 3.6.3-RCx and DBIx::Searchbuilder-1.45 and seeing no mention of this bug, I got frustrated and decided to dig a little. I've been playing with queries all night, and it looks to me like this bug is exercised when you have more than one custom field defined for your queue; RT (or SB) passes a query to mysql that is not sufficiently constrained, so you get ordering by the SortOrder of all custom fields rather than just the one you specified. I stripped an RT search down to just a few fields and sorted on my custom "severity" field while running mysql with general query logging, and the query that came through looks like the attached sql-1.txt. When I ran that by hand it returned the seemingly random order I was seeing in RT (result-1.txt) but when I added an extra SELECT field (CustomFieldValues_4.Name) I noticed that the values returned for CustomFieldValues.Name were from every possible custom field defined for the queue, not just the Severity CF. (sql-2.txt, result-2.txt). So I added an extra JOIN and an extra WHERE clause to the original query, to link CustomFieldValues_4 to the severity CF, and lo and behold the results came out in correct order! (sql-3.txt, result-3.txt) Lastly, for the sake of completeness I added the extra JOIN and WHERE clauses to the second query with the extra SELECT, and this time it displayed only names from the Severity CF, instead of all possible CFs defined on my support queue. (sql-4.txt, result-4.txt.) Unfortunately, I'm not (yet?) intelligent enough to chase this through the perl, but I'm hopeful this might narrow the problem domain enough that someone who's familiar with RT and SearchBuilder is able to recognize what's happening, and suggest a fix for this pernicious bug that's plagued RT for so long... -- /Ole Craig Security Engineer Team lead, customer support ocraig at stillsecure.com 303-381-3824 direct 303-381-3802 support 303-381-3880 fax www.stillsecure.com -------------- next part -------------- mysql> source /var/tmp/sql-1.txt +------+-------------+-------+--------+----------------+------------+-------+----------------------------------------------------------+-----------------+---------------+----------+---------------+------------+-----------+----------+---------------------+---------------------+---------------------+---------------------+---------------------+---------------+---------------------+---------+---------------------+----------+ | id | EffectiveId | Queue | Type | IssueStatement | Resolution | Owner | Subject | InitialPriority | FinalPriority | Priority | TimeEstimated | TimeWorked | Status | TimeLeft | Told | Starts | Started | Due | Resolved | LastUpdatedBy | LastUpdated | Creator | Created | Disabled | +------+-------------+-------+--------+----------------+------------+-------+----------------------------------------------------------+-----------------+---------------+----------+---------------+------------+-----------+----------+---------------------+---------------------+---------------------+---------------------+---------------------+---------------+---------------------+---------+---------------------+----------+ | 2787 | 2787 | 3 | ticket | 0 | 0 | 33 | Re: Traveling | 30 | 0 | 30 | 0 | 0 | developmt | 0 | NULL | 1970-01-01 00:00:00 | 2006-11-02 22:54:40 | 2006-10-29 18:56:06 | 1970-01-01 00:00:00 | 626 | 2006-12-08 20:23:20 | 1008 | 2006-10-22 18:56:06 | 0 | | 2889 | 2889 | 3 | ticket | 0 | 0 | 73 | SA is not moving machines to VLANs, IAS is working fine. | 30 | 0 | 30 | 0 | 0 | developmt | 0 | 2006-11-08 18:43:37 | 1970-01-01 00:00:00 | 2006-11-03 21:04:45 | 2006-11-11 03:50:14 | 1970-01-01 00:00:00 | 403 | 2006-11-29 20:34:20 | 73 | 2006-11-03 20:50:14 | 0 | | 2586 | 2586 | 3 | ticket | 0 | 0 | 10 | SA AV test for "Verizon Internet Security Suite?" | 30 | 0 | 30 | 0 | 0 | developmt | 0 | NULL | 1970-01-01 00:00:00 | 2006-10-09 21:34:24 | 2006-10-17 03:10:58 | 1970-01-01 00:00:00 | 403 | 2006-10-19 19:29:33 | 33 | 2006-10-09 21:10:58 | 0 | | 2949 | 2949 | 3 | ticket | 0 | 0 | 626 | IE7 Error | 30 | 0 | 30 | 0 | 0 | developmt | 0 | 2006-12-05 18:49:05 | 1970-01-01 00:00:00 | 2006-12-05 18:49:03 | 2006-12-06 19:50:37 | 1970-01-01 00:00:00 | 626 | 2006-12-05 18:51:10 | 331 | 2006-11-29 19:50:37 | 0 | +------+-------------+-------+--------+----------------+------------+-------+----------------------------------------------------------+-----------------+---------------+----------+---------------+------------+-----------+----------+---------------------+---------------------+---------------------+---------------------+---------------------+---------------+---------------------+---------+---------------------+----------+ 4 rows in set (0.01 sec) mysql> tee /var/tmp/result-2.txt -------------- next part -------------- mysql> source /var/tmp/sql-3.txt +------+-------------+-------+--------+----------------+------------+-------+----------------------------------------------------------+-----------------+---------------+----------+---------------+------------+-----------+----------+---------------------+---------------------+---------------------+---------------------+---------------------+---------------+---------------------+---------+---------------------+----------+ | id | EffectiveId | Queue | Type | IssueStatement | Resolution | Owner | Subject | InitialPriority | FinalPriority | Priority | TimeEstimated | TimeWorked | Status | TimeLeft | Told | Starts | Started | Due | Resolved | LastUpdatedBy | LastUpdated | Creator | Created | Disabled | +------+-------------+-------+--------+----------------+------------+-------+----------------------------------------------------------+-----------------+---------------+----------+---------------+------------+-----------+----------+---------------------+---------------------+---------------------+---------------------+---------------------+---------------+---------------------+---------+---------------------+----------+ | 2949 | 2949 | 3 | ticket | 0 | 0 | 626 | IE7 Error | 30 | 0 | 30 | 0 | 0 | developmt | 0 | 2006-12-05 18:49:05 | 1970-01-01 00:00:00 | 2006-12-05 18:49:03 | 2006-12-06 19:50:37 | 1970-01-01 00:00:00 | 626 | 2006-12-05 18:51:10 | 331 | 2006-11-29 19:50:37 | 0 | | 2787 | 2787 | 3 | ticket | 0 | 0 | 33 | Re: Traveling | 30 | 0 | 30 | 0 | 0 | developmt | 0 | NULL | 1970-01-01 00:00:00 | 2006-11-02 22:54:40 | 2006-10-29 18:56:06 | 1970-01-01 00:00:00 | 626 | 2006-12-08 20:23:20 | 1008 | 2006-10-22 18:56:06 | 0 | | 2889 | 2889 | 3 | ticket | 0 | 0 | 73 | SA is not moving machines to VLANs, IAS is working fine. | 30 | 0 | 30 | 0 | 0 | developmt | 0 | 2006-11-08 18:43:37 | 1970-01-01 00:00:00 | 2006-11-03 21:04:45 | 2006-11-11 03:50:14 | 1970-01-01 00:00:00 | 403 | 2006-11-29 20:34:20 | 73 | 2006-11-03 20:50:14 | 0 | | 2586 | 2586 | 3 | ticket | 0 | 0 | 10 | SA AV test for "Verizon Internet Security Suite?" | 30 | 0 | 30 | 0 | 0 | developmt | 0 | NULL | 1970-01-01 00:00:00 | 2006-10-09 21:34:24 | 2006-10-17 03:10:58 | 1970-01-01 00:00:00 | 403 | 2006-10-19 19:29:33 | 33 | 2006-10-09 21:10:58 | 0 | +------+-------------+-------+--------+----------------+------------+-------+----------------------------------------------------------+-----------------+---------------+----------+---------------+------------+-----------+----------+---------------------+---------------------+---------------------+---------------------+---------------------+---------------+---------------------+---------+---------------------+----------+ 4 rows in set (0.00 sec) mysql> tee /var/tmp/result-4.txt -------------- next part -------------- mysql> source /var/tmp/sql-4.txt +--------------+------+-------------+-------+--------+----------------+------------+-------+----------------------------------------------------------+-----------------+---------------+----------+---------------+------------+-----------+----------+---------------------+---------------------+---------------------+---------------------+---------------------+---------------+---------------------+---------+---------------------+----------+ | Name | id | EffectiveId | Queue | Type | IssueStatement | Resolution | Owner | Subject | InitialPriority | FinalPriority | Priority | TimeEstimated | TimeWorked | Status | TimeLeft | Told | Starts | Started | Due | Resolved | LastUpdatedBy | LastUpdated | Creator | Created | Disabled | +--------------+------+-------------+-------+--------+----------------+------------+-------+----------------------------------------------------------+-----------------+---------------+----------+---------------+------------+-----------+----------+---------------------+---------------------+---------------------+---------------------+---------------------+---------------+---------------------+---------+---------------------+----------+ | 1 - CRITICAL | 2949 | 2949 | 3 | ticket | 0 | 0 | 626 | IE7 Error | 30 | 0 | 30 | 0 | 0 | developmt | 0 | 2006-12-05 18:49:05 | 1970-01-01 00:00:00 | 2006-12-05 18:49:03 | 2006-12-06 19:50:37 | 1970-01-01 00:00:00 | 626 | 2006-12-05 18:51:10 | 331 | 2006-11-29 19:50:37 | 0 | | 2 - Major | 2889 | 2889 | 3 | ticket | 0 | 0 | 73 | SA is not moving machines to VLANs, IAS is working fine. | 30 | 0 | 30 | 0 | 0 | developmt | 0 | 2006-11-08 18:43:37 | 1970-01-01 00:00:00 | 2006-11-03 21:04:45 | 2006-11-11 03:50:14 | 1970-01-01 00:00:00 | 403 | 2006-11-29 20:34:20 | 73 | 2006-11-03 20:50:14 | 0 | | 2 - Major | 2787 | 2787 | 3 | ticket | 0 | 0 | 33 | Re: Traveling | 30 | 0 | 30 | 0 | 0 | developmt | 0 | NULL | 1970-01-01 00:00:00 | 2006-11-02 22:54:40 | 2006-10-29 18:56:06 | 1970-01-01 00:00:00 | 626 | 2006-12-08 20:23:20 | 1008 | 2006-10-22 18:56:06 | 0 | | 3 - Minor | 2586 | 2586 | 3 | ticket | 0 | 0 | 10 | SA AV test for "Verizon Internet Security Suite?" | 30 | 0 | 30 | 0 | 0 | developmt | 0 | NULL | 1970-01-01 00:00:00 | 2006-10-09 21:34:24 | 2006-10-17 03:10:58 | 1970-01-01 00:00:00 | 403 | 2006-10-19 19:29:33 | 33 | 2006-10-09 21:10:58 | 0 | +--------------+------+-------------+-------+--------+----------------+------------+-------+----------------------------------------------------------+-----------------+---------------+----------+---------------+------------+-----------+----------+---------------------+---------------------+---------------------+---------------------+---------------------+---------------+---------------------+---------+---------------------+----------+ 4 rows in set (0.01 sec) -------------- next part -------------- SELECT DISTINCT main.* FROM ((((Tickets main LEFT JOIN ObjectCustomFields ObjectCustomFields_1 ON ((ObjectCustomFields_1.ObjectId = '0')) OR ( ObjectCustomFields_1.ObjectId = main.Queue)) LEFT JOIN CustomFields CustomFields_2 ON ( CustomFields_2.id = ObjectCustomFields_1.CustomField)) LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_3 ON ((ObjectCustomFieldValues_3.ObjectId = main.id)) AND ( ObjectCustomFieldValues_3.CustomField = CustomFields_2.id) AND ( (ObjectCustomFieldValues_3.Disabled = '0')) AND ( (ObjectCustomFieldValues_3.ObjectType = 'RT::Ticket'))) LEFT JOIN CustomFieldValues CustomFieldValues_4 ON ((CustomFieldValues_4.Name = ObjectCustomFieldValues_3.Content)) AND ( CustomFieldValues_4.CustomField = ObjectCustomFieldValues_3.CustomField)) WHERE ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ((main.Status = 'developmt')) ORDER BY CustomFieldValues_4.SortOrder ASC, ObjectCustomFieldValues_3.Content ASC LIMIT 100 -------------- next part -------------- SELECT DISTINCT CustomFieldValues_4.Name, main.* FROM ((((Tickets main LEFT JOIN ObjectCustomFields ObjectCustomFields_1 ON ((ObjectCustomFields_1.ObjectId = '0')) OR ( ObjectCustomFields_1.ObjectId = main.Queue)) LEFT JOIN CustomFields CustomFields_2 ON ( CustomFields_2.id = ObjectCustomFields_1.CustomField)) LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_3 ON ((ObjectCustomFieldValues_3.ObjectId = main.id)) AND ( ObjectCustomFieldValues_3.CustomField = CustomFields_2.id) AND ( (ObjectCustomFieldValues_3.Disabled = '0')) AND ( (ObjectCustomFieldValues_3.ObjectType = 'RT::Ticket'))) LEFT JOIN CustomFieldValues CustomFieldValues_4 ON ((CustomFieldValues_4.Name = ObjectCustomFieldValues_3.Content)) AND ( CustomFieldValues_4.CustomField = ObjectCustomFieldValues_3.CustomField)) WHERE ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ((main.Status = 'developmt')) ORDER BY CustomFieldValues_4.SortOrder ASC, ObjectCustomFieldValues_3.Content ASC LIMIT 100 -------------- next part -------------- SELECT DISTINCT main.* FROM ((((Tickets main LEFT JOIN ObjectCustomFields ObjectCustomFields_1 ON ((ObjectCustomFields_1.ObjectId = '0')) OR ( ObjectCustomFields_1.ObjectId = main.Queue)) LEFT JOIN CustomFields CustomFields_2 ON ( CustomFields_2.id = ObjectCustomFields_1.CustomField)) LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_3 ON ((ObjectCustomFieldValues_3.ObjectId = main.id)) AND ( ObjectCustomFieldValues_3.CustomField = CustomFields_2.id) AND ( (ObjectCustomFieldValues_3.Disabled = '0')) AND ( (ObjectCustomFieldValues_3.ObjectType = 'RT::Ticket'))) LEFT JOIN CustomFieldValues CustomFieldValues_4 ON ((CustomFieldValues_4.Name = ObjectCustomFieldValues_3.Content)) AND ( CustomFieldValues_4.CustomField = ObjectCustomFieldValues_3.CustomField) LEFT JOIN CustomFields as CustomFields_5 ON ( CustomFields_5.id = ObjectCustomFields_1.CustomField)) WHERE ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ((main.Status = 'developmt')) AND ((CustomFields_5.Name = 'severity' )) ORDER BY CustomFieldValues_4.SortOrder ASC, ObjectCustomFieldValues_3.Content ASC LIMIT 100 -------------- next part -------------- SELECT DISTINCT CustomFieldValues_4.Name, main.* FROM ((((Tickets main LEFT JOIN ObjectCustomFields ObjectCustomFields_1 ON ((ObjectCustomFields_1.ObjectId = '0')) OR ( ObjectCustomFields_1.ObjectId = main.Queue)) LEFT JOIN CustomFields CustomFields_2 ON ( CustomFields_2.id = ObjectCustomFields_1.CustomField)) LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_3 ON ((ObjectCustomFieldValues_3.ObjectId = main.id)) AND ( ObjectCustomFieldValues_3.CustomField = CustomFields_2.id) AND ( (ObjectCustomFieldValues_3.Disabled = '0')) AND ( (ObjectCustomFieldValues_3.ObjectType = 'RT::Ticket'))) LEFT JOIN CustomFieldValues CustomFieldValues_4 ON ((CustomFieldValues_4.Name = ObjectCustomFieldValues_3.Content)) AND ( CustomFieldValues_4.CustomField = ObjectCustomFieldValues_3.CustomField) LEFT JOIN CustomFields as CustomFields_5 ON ( CustomFields_5.id = ObjectCustomFields_1.CustomField)) WHERE ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ((main.Status = 'developmt')) AND ((CustomFields_5.Name = 'severity' )) ORDER BY CustomFieldValues_4.SortOrder ASC, ObjectCustomFieldValues_3.Content ASC LIMIT 100 -------------- next part -------------- mysql> source /var/tmp/sql-2.txt +----------------------+------+-------------+-------+--------+----------------+------------+-------+----------------------------------------------------------+-----------------+---------------+----------+---------------+------------+-----------+----------+---------------------+---------------------+---------------------+---------------------+---------------------+---------------+---------------------+---------+---------------------+----------+ | Name | id | EffectiveId | Queue | Type | IssueStatement | Resolution | Owner | Subject | InitialPriority | FinalPriority | Priority | TimeEstimated | TimeWorked | Status | TimeLeft | Told | Starts | Started | Due | Resolved | LastUpdatedBy | LastUpdated | Creator | Created | Disabled | +----------------------+------+-------------+-------+--------+----------------+------------+-------+----------------------------------------------------------+-----------------+---------------+----------+---------------+------------+-----------+----------+---------------------+---------------------+---------------------+---------------------+---------------------+---------------+---------------------+---------+---------------------+----------+ | NULL | 2949 | 2949 | 3 | ticket | 0 | 0 | 626 | IE7 Error | 30 | 0 | 30 | 0 | 0 | developmt | 0 | 2006-12-05 18:49:05 | 1970-01-01 00:00:00 | 2006-12-05 18:49:03 | 2006-12-06 19:50:37 | 1970-01-01 00:00:00 | 626 | 2006-12-05 18:51:10 | 331 | 2006-11-29 19:50:37 | 0 | | NULL | 2586 | 2586 | 3 | ticket | 0 | 0 | 10 | SA AV test for "Verizon Internet Security Suite?" | 30 | 0 | 30 | 0 | 0 | developmt | 0 | NULL | 1970-01-01 00:00:00 | 2006-10-09 21:34:24 | 2006-10-17 03:10:58 | 1970-01-01 00:00:00 | 403 | 2006-10-19 19:29:33 | 33 | 2006-10-09 21:10:58 | 0 | | NULL | 2889 | 2889 | 3 | ticket | 0 | 0 | 73 | SA is not moving machines to VLANs, IAS is working fine. | 30 | 0 | 30 | 0 | 0 | developmt | 0 | 2006-11-08 18:43:37 | 1970-01-01 00:00:00 | 2006-11-03 21:04:45 | 2006-11-11 03:50:14 | 1970-01-01 00:00:00 | 403 | 2006-11-29 20:34:20 | 73 | 2006-11-03 20:50:14 | 0 | | NULL | 2787 | 2787 | 3 | ticket | 0 | 0 | 33 | Re: Traveling | 30 | 0 | 30 | 0 | 0 | developmt | 0 | NULL | 1970-01-01 00:00:00 | 2006-11-02 22:54:40 | 2006-10-29 18:56:06 | 1970-01-01 00:00:00 | 626 | 2006-12-08 20:23:20 | 1008 | 2006-10-22 18:56:06 | 0 | | 1 | 2949 | 2949 | 3 | ticket | 0 | 0 | 626 | IE7 Error | 30 | 0 | 30 | 0 | 0 | developmt | 0 | 2006-12-05 18:49:05 | 1970-01-01 00:00:00 | 2006-12-05 18:49:03 | 2006-12-06 19:50:37 | 1970-01-01 00:00:00 | 626 | 2006-12-05 18:51:10 | 331 | 2006-11-29 19:50:37 | 0 | | 1 | 2787 | 2787 | 3 | ticket | 0 | 0 | 33 | Re: Traveling | 30 | 0 | 30 | 0 | 0 | developmt | 0 | NULL | 1970-01-01 00:00:00 | 2006-11-02 22:54:40 | 2006-10-29 18:56:06 | 1970-01-01 00:00:00 | 626 | 2006-12-08 20:23:20 | 1008 | 2006-10-22 18:56:06 | 0 | | 1 | 2586 | 2586 | 3 | ticket | 0 | 0 | 10 | SA AV test for "Verizon Internet Security Suite?" | 30 | 0 | 30 | 0 | 0 | developmt | 0 | NULL | 1970-01-01 00:00:00 | 2006-10-09 21:34:24 | 2006-10-17 03:10:58 | 1970-01-01 00:00:00 | 403 | 2006-10-19 19:29:33 | 33 | 2006-10-09 21:10:58 | 0 | | customer foo | 2889 | 2889 | 3 | ticket | 0 | 0 | 73 | SA is not moving machines to VLANs, IAS is working fine. | 30 | 0 | 30 | 0 | 0 | developmt | 0 | 2006-11-08 18:43:37 | 1970-01-01 00:00:00 | 2006-11-03 21:04:45 | 2006-11-11 03:50:14 | 1970-01-01 00:00:00 | 403 | 2006-11-29 20:34:20 | 73 | 2006-11-03 20:50:14 | 0 | | Full | 2586 | 2586 | 3 | ticket | 0 | 0 | 10 | SA AV test for "Verizon Internet Security Suite?" | 30 | 0 | 30 | 0 | 0 | developmt | 0 | NULL | 1970-01-01 00:00:00 | 2006-10-09 21:34:24 | 2006-10-17 03:10:58 | 1970-01-01 00:00:00 | 403 | 2006-10-19 19:29:33 | 33 | 2006-10-09 21:10:58 | 0 | | Full | 2787 | 2787 | 3 | ticket | 0 | 0 | 33 | Re: Traveling | 30 | 0 | 30 | 0 | 0 | developmt | 0 | NULL | 1970-01-01 00:00:00 | 2006-11-02 22:54:40 | 2006-10-29 18:56:06 | 1970-01-01 00:00:00 | 626 | 2006-12-08 20:23:20 | 1008 | 2006-10-22 18:56:06 | 0 | | Full | 2949 | 2949 | 3 | ticket | 0 | 0 | 626 | IE7 Error | 30 | 0 | 30 | 0 | 0 | developmt | 0 | 2006-12-05 18:49:05 | 1970-01-01 00:00:00 | 2006-12-05 18:49:03 | 2006-12-06 19:50:37 | 1970-01-01 00:00:00 | 626 | 2006-12-05 18:51:10 | 331 | 2006-11-29 19:50:37 | 0 | | customer bar | 2949 | 2949 | 3 | ticket | 0 | 0 | 626 | IE7 Error | 30 | 0 | 30 | 0 | 0 | developmt | 0 | 2006-12-05 18:49:05 | 1970-01-01 00:00:00 | 2006-12-05 18:49:03 | 2006-12-06 19:50:37 | 1970-01-01 00:00:00 | 626 | 2006-12-05 18:51:10 | 331 | 2006-11-29 19:50:37 | 0 | | problem | 2949 | 2949 | 3 | ticket | 0 | 0 | 626 | IE7 Error | 30 | 0 | 30 | 0 | 0 | developmt | 0 | 2006-12-05 18:49:05 | 1970-01-01 00:00:00 | 2006-12-05 18:49:03 | 2006-12-06 19:50:37 | 1970-01-01 00:00:00 | 626 | 2006-12-05 18:51:10 | 331 | 2006-11-29 19:50:37 | 0 | | problem | 2586 | 2586 | 3 | ticket | 0 | 0 | 10 | SA AV test for "Verizon Internet Security Suite?" | 30 | 0 | 30 | 0 | 0 | developmt | 0 | NULL | 1970-01-01 00:00:00 | 2006-10-09 21:34:24 | 2006-10-17 03:10:58 | 1970-01-01 00:00:00 | 403 | 2006-10-19 19:29:33 | 33 | 2006-10-09 21:10:58 | 0 | | problem | 2889 | 2889 | 3 | ticket | 0 | 0 | 73 | SA is not moving machines to VLANs, IAS is working fine. | 30 | 0 | 30 | 0 | 0 | developmt | 0 | 2006-11-08 18:43:37 | 1970-01-01 00:00:00 | 2006-11-03 21:04:45 | 2006-11-11 03:50:14 | 1970-01-01 00:00:00 | 403 | 2006-11-29 20:34:20 | 73 | 2006-11-03 20:50:14 | 0 | | problem | 2787 | 2787 | 3 | ticket | 0 | 0 | 33 | Re: Traveling | 30 | 0 | 30 | 0 | 0 | developmt | 0 | NULL | 1970-01-01 00:00:00 | 2006-11-02 22:54:40 | 2006-10-29 18:56:06 | 1970-01-01 00:00:00 | 626 | 2006-12-08 20:23:20 | 1008 | 2006-10-22 18:56:06 | 0 | | Update (tests/rules) | 2586 | 2586 | 3 | ticket | 0 | 0 | 10 | SA AV test for "Verizon Internet Security Suite?" | 30 | 0 | 30 | 0 | 0 | developmt | 0 | NULL | 1970-01-01 00:00:00 | 2006-10-09 21:34:24 | 2006-10-17 03:10:58 | 1970-01-01 00:00:00 | 403 | 2006-10-19 19:29:33 | 33 | 2006-10-09 21:10:58 | 0 | | 1 - CRITICAL | 2949 | 2949 | 3 | ticket | 0 | 0 | 626 | IE7 Error | 30 | 0 | 30 | 0 | 0 | developmt | 0 | 2006-12-05 18:49:05 | 1970-01-01 00:00:00 | 2006-12-05 18:49:03 | 2006-12-06 19:50:37 | 1970-01-01 00:00:00 | 626 | 2006-12-05 18:51:10 | 331 | 2006-11-29 19:50:37 | 0 | | 2 - Major | 2889 | 2889 | 3 | ticket | 0 | 0 | 73 | SA is not moving machines to VLANs, IAS is working fine. | 30 | 0 | 30 | 0 | 0 | developmt | 0 | 2006-11-08 18:43:37 | 1970-01-01 00:00:00 | 2006-11-03 21:04:45 | 2006-11-11 03:50:14 | 1970-01-01 00:00:00 | 403 | 2006-11-29 20:34:20 | 73 | 2006-11-03 20:50:14 | 0 | | 2 - Major | 2787 | 2787 | 3 | ticket | 0 | 0 | 33 | Re: Traveling | 30 | 0 | 30 | 0 | 0 | developmt | 0 | NULL | 1970-01-01 00:00:00 | 2006-11-02 22:54:40 | 2006-10-29 18:56:06 | 1970-01-01 00:00:00 | 626 | 2006-12-08 20:23:20 | 1008 | 2006-10-22 18:56:06 | 0 | | SA | 2949 | 2949 | 3 | ticket | 0 | 0 | 626 | IE7 Error | 30 | 0 | 30 | 0 | 0 | developmt | 0 | 2006-12-05 18:49:05 | 1970-01-01 00:00:00 | 2006-12-05 18:49:03 | 2006-12-06 19:50:37 | 1970-01-01 00:00:00 | 626 | 2006-12-05 18:51:10 | 331 | 2006-11-29 19:50:37 | 0 | | SA | 2586 | 2586 | 3 | ticket | 0 | 0 | 10 | SA AV test for "Verizon Internet Security Suite?" | 30 | 0 | 30 | 0 | 0 | developmt | 0 | NULL | 1970-01-01 00:00:00 | 2006-10-09 21:34:24 | 2006-10-17 03:10:58 | 1970-01-01 00:00:00 | 403 | 2006-10-19 19:29:33 | 33 | 2006-10-09 21:10:58 | 0 | | SA | 2889 | 2889 | 3 | ticket | 0 | 0 | 73 | SA is not moving machines to VLANs, IAS is working fine. | 30 | 0 | 30 | 0 | 0 | developmt | 0 | 2006-11-08 18:43:37 | 1970-01-01 00:00:00 | 2006-11-03 21:04:45 | 2006-11-11 03:50:14 | 1970-01-01 00:00:00 | 403 | 2006-11-29 20:34:20 | 73 | 2006-11-03 20:50:14 | 0 | | SA | 2787 | 2787 | 3 | ticket | 0 | 0 | 33 | Re: Traveling | 30 | 0 | 30 | 0 | 0 | developmt | 0 | NULL | 1970-01-01 00:00:00 | 2006-11-02 22:54:40 | 2006-10-29 18:56:06 | 1970-01-01 00:00:00 | 626 | 2006-12-08 20:23:20 | 1008 | 2006-10-22 18:56:06 | 0 | | 3 - Minor | 2586 | 2586 | 3 | ticket | 0 | 0 | 10 | SA AV test for "Verizon Internet Security Suite?" | 30 | 0 | 30 | 0 | 0 | developmt | 0 | NULL | 1970-01-01 00:00:00 | 2006-10-09 21:34:24 | 2006-10-17 03:10:58 | 1970-01-01 00:00:00 | 403 | 2006-10-19 19:29:33 | 33 | 2006-10-09 21:10:58 | 0 | +----------------------+------+-------------+-------+--------+----------------+------------+-------+----------------------------------------------------------+-----------------+---------------+----------+---------------+------------+-----------+----------+---------------------+---------------------+---------------------+---------------------+---------------------+---------------+---------------------+---------+---------------------+----------+ 25 rows in set (0.02 sec) mysql> tee /var/tmp/result-3.txt From twilson at buffalo.k12.mn.us Fri Dec 29 12:59:51 2006 From: twilson at buffalo.k12.mn.us (Tim Wilson) Date: Fri, 29 Dec 2006 11:59:51 -0600 Subject: [rt-users] Adding an entire group as ticket Cc Message-ID: <45950335.F8B4.0061.0@buffalo.k12.mn.us> Hi all, Is it supposed to be possible to add an entire group as Ccs to a ticket? It would seem to be from the Web interface when I look at the screen to modify people. When I enter a name in the "Find groups whose..." dialog it doesn't find anything and I get what appears to be an interface bug. I've posted a screenshot here: http://technosavvy.org/wp-content/uploads/RT_modify_people.jpg Any thoughts? This is RT 3.6.3 running on Linux with apache-ssl and mod_perl. -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us From brendon at brendon.com Fri Dec 29 13:18:51 2006 From: brendon at brendon.com (Brendon Baumgartner) Date: Fri, 29 Dec 2006 10:18:51 -0800 (PST) Subject: [rt-users] URL / link for tickets incorrect Message-ID: <1576.76.21.113.2.1167416331.squirrel@webmail.brendon.com> I'm in the process of upgrading from 3.4.4 to 3.6.1. I copied the database to a new server and updated the schema. I also installed RT 3.6.1. The problem I'm experiencing is that upon accessing the Web UI, I can see the existing tickets but the links to tickets under "10 highest priority tickets I own" have an extra "/rt" in the URL. Links listed for tickets under "10 newest unowned tickets" are fine though. I looked all over by config and cleared the mason cache, nothing has helped. Any clues? -Brendon From sdg0919 at gmail.com Fri Dec 29 14:08:33 2006 From: sdg0919 at gmail.com (David Gohara) Date: Fri, 29 Dec 2006 13:08:33 -0600 Subject: [rt-users] RT 3.6.3 - WebURL not Expanding for Ticket Display Message-ID: <4e7688580612291108u3e50019eub0a8bf4c13cc02ec@mail.gmail.com> Hi All, We were given an RT server that has RT 3.6.3 on it. The setup is working fine with the exception that when a user clicks on a ticket that under "10 Highest Priority Tickets I Own" the path to the ticket isn't listed correctly. For example: WebBaseURL: mydomain.edu WebPath: /rt When I click on a ticket I own I get: http://mydomain.edu/Ticket/Display.html?id=44 Instead of: http://mydomain.edu/rt/Ticket/Display.html?id=44 All other links on the page work properly (that is the 'rt' is added between the base URL and the any other parameter). More confusing is the fact that new tickets that aren't owned display fine (and the URL is resolved correctly). I'm not terribly familiar with the setup/operation of RT. I did find one message that sounded similar to this at: http://www.gossamer-threads.com/lists/rt/devel/62073?page=last But the fix suggested there didn't seem to take on this system. Any help would greatly appreciated. Thanks in advance, Dave -- David W. Gohara, Ph.D. Center for Computational Biology Washington University School of Medicine http://www.sbgrid.org http://www.macresearch.org 314-362-1583 (phone) <=== NEW New Number 617-216-8616 (cell) From Daniel.Iseminger at safe.com Fri Dec 29 18:15:04 2006 From: Daniel.Iseminger at safe.com (Daniel Iseminger) Date: Fri, 29 Dec 2006 15:15:04 -0800 Subject: [rt-users] Can I add a link to a ticket via a URL? Message-ID: Hello, I don't have access to command-line RT, but I have somehow figured out some shortcuts via the URL, such as Changing a ticket's status, e.g. http://rt/Ticket/Modify.html?&Status=deleted&id=12345 Changing the owner, e.g. http://rt/Ticket/ModifyPeople.html?&Owner=Nobody&id=54321 Or evening deleting a link, e.g. http://rt/Ticket/ModifyLinks.html?&DeleteLink--RefersTo-12345&id=54321 I haven't found any documentation for this at all. What I'd really like to do is add a new link to RefersTo or DependsOn in a similar way. If this is possible, can anyone tell me the syntax? Thanks, Dan From tyler.shen at vicscouts.asn.au Fri Dec 29 23:34:40 2006 From: tyler.shen at vicscouts.asn.au (Shen, Tyler) Date: Sat, 30 Dec 2006 15:34:40 +1100 Subject: [rt-users] Multiple instances of RT Message-ID: <1167453280.21949.46.camel@network-2.intranet.vicscouts.asn.au> Does anyone know how I can run multiple instances of RT at a time? For some reason, I can only run one instance of RT or another, but never both. There seemed to be some conflicts when apache were loading two rt3/bin/webmux.pl. Any suggestion is appreciated. Shen, Tyler Extranet Service Delivery Team Scouts Australia Victorian Branch From jesse at bestpractical.com Sat Dec 30 00:40:22 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 30 Dec 2006 00:40:22 -0500 Subject: [rt-users] Multiple instances of RT In-Reply-To: <1167453280.21949.46.camel@network-2.intranet.vicscouts.asn.au> References: <1167453280.21949.46.camel@network-2.intranet.vicscouts.asn.au> Message-ID: <20061230054021.GD6599@bestpractical.com> On Sat, Dec 30, 2006 at 03:34:40PM +1100, Shen, Tyler wrote: > Does anyone know how I can run multiple instances of RT at a time? For > some reason, I can only run one instance of RT or another, but never > both. There seemed to be some conflicts when apache were loading two > rt3/bin/webmux.pl. Any suggestion is appreciated. > Switching from mod_perl to FastCGI will sort you out there. > > Shen, Tyler > Extranet Service Delivery Team > Scouts Australia Victorian Branch > > > > _______________________________________________ > 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 > -- From garrison at zeta.org.au Sat Dec 30 01:45:26 2006 From: garrison at zeta.org.au (Charlie Garrison) Date: Sat, 30 Dec 2006 17:45:26 +1100 Subject: [rt-users] Multiple instances of RT Message-ID: Good afternoon, On 30/12/06 at 3:34 PM +1100, Shen, Tyler wrote: >Does anyone know how I can run multiple instances of RT at a time? For >some reason, I can only run one instance of RT or another, but never >both. There seemed to be some conflicts when apache were loading two >rt3/bin/webmux.pl. Any suggestion is appreciated. Have you followed the suggestions on this page: Charlie -- Charlie Garrison PO Box 141, Windsor, NSW 2756, Australia From theillien at yahoo.com Sat Dec 30 02:07:42 2006 From: theillien at yahoo.com (Mathew Snyder) Date: Sat, 30 Dec 2006 02:07:42 -0500 Subject: [rt-users] Shredder API questions Message-ID: <4596103E.2050908@yahoo.com> I'm rewriting a script that will eliminate all spam users accrued over the course of a day. Presently, it is using the least efficient way of executing the wipeout by performing a system call to rtx-shredder. I would prefer to run the wipeout by way of the Shredder API. I'm guessing along the lines of this: # load plugin by preformatted string my $pluginString = "'Users=status,any;email,$email;replace_relations,Nobody'"; my $plugin = new RTx::Shredder::Plugin; my( $status, $msg ) = $plugin->LoadByString( $pluginString ); unless( $status ) { print STDERR "Couldn?t load plugin: $msg\n"; exit(1); } } Another question is in regards to the sql dump. I've looked at rtx-shredder and have seen referrence to the SetFile method but haven't seen anything about the DumpSQl method that is mentioned in Shredder.pm. Is this automatically accounted for when if I use my ($fname, $fh) = $shredder-SetFile;? The portion of my script this relates to is below. foreach my $email (sort(@emails)){ print $email . "\n"; } print "\nDelete the email addresses from the RT database [y/N]: "; chomp($ans = ); if ($ans =~ m/^(y|yes)$/i){ my $email; foreach $email (@emails){ # system "/usr/local/rt-3.6.1/local/sbin/rtx-shredder --force --plugin \ 'Users=status,any;email,$email;replace_relations,Nobody'"; # load plugin by preformatted string my $pluginString = \ "'Users=status,any;email,$email;replace_relations,Nobody'"; my $plugin = new RTx::Shredder::Plugin; my( $status, $msg ) = $plugin->LoadByString( $pluginString ); unless( $status ) { print STDERR "Couldn?t load plugin: $msg\n"; exit(1); } } } else{ exit; } One problem I can already see with the above snippet is that Shredder is called seperately for each email address. How do I set this up to run as one continuous execution for the entire array of addresses? Any and all help will be greatly appreciated. Mathew From richard at merula.net Sat Dec 30 09:26:07 2006 From: richard at merula.net (Richard J Palmer) Date: Sat, 30 Dec 2006 14:26:07 GMT Subject: [rt-users] Limiting ParseNewMessageForTicketCcs Message-ID: <20061230142241.8876.RICHARD@merula.net> We use ParseNewMessageForTicketCcs on our system mainly beause a few of our support requests come in with a couple of related cc's in the same company and all is well. However every so often (yesterday was a good nexample ...) We get spam into the system that has over 100 CCs which we obviously don't want to add. What I'd ideally like to do is limit the process to only add cc's if there are say 5 or 10 maximum cc fields (the ultimate would be to set a customisable limit. How I have looked at the code, and in theory it seems quite easy to do *BUT* I don't have the confidence to do this without breaking things ;) Could anyone provide s snippint of code to edit Email.pm as need be ? Thanks! -- Richard Palmer Merula Limited http://www.merula.net From hk at kapper.net Sat Dec 30 13:59:39 2006 From: hk at kapper.net (Harald Kapper) Date: Sat, 30 Dec 2006 19:59:39 +0100 Subject: [rt-users] RT 3.6.1 stops sending out emails In-Reply-To: <20061206235358.1058A4D8199@diesel.bestpractical.com> Message-ID: Date: Wed, 6 Dec 2006 13:38:54 -0600 From: "Les Driggers" Subject: RE: [rt-users] RT 3.6.1 stops sending out emails To: Message-ID: <2788D5DC2F58B24280FC3F99956AE1C9039D585B at ox-exch01.fncinc.com> Content-Type: text/plain; charset="us-ascii" > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > > Of Harald Kapper > > Sent: Wednesday, December 06, 2006 8:58 AM > > To: rt-users at lists.bestpractical.com > > Subject: [rt-users] RT 3.6.1 stops sending out emails > > > > Hi > > he've a perfectly working RT 3.6.1 (on debian etch). > > > > Only problem is that sometimes RT simply stops to send out > > emails (comments, > > replys) to just anyone - as if it lost it's email-interface > > somehow, also no correspondences are then tracked in the > > ticket (which is quite right, but basically not the wanted > > functionality). > > > > Restarting the apache2 it's running in helps. > > > > But having to worry about outgoing-correspondence is really > a pain... > > > > Anyone any ideas on this one? > > > > Thank you in advance > > Harald Kapper > > > I am having this issue as well. > > rt-3.6.1 > Apache-2.0.52 > Sendmail-8.13.1 > CentOS-4.4 > > I think my issue is related to a custom scrip I wrote to send > alerts to my cell phone when a ticket is created during the weekend. > It is based on a similar example in the RT Essentials book. > > I have deleted that scrip, so now I just have to wait and see if that > fixed the problem. I'll post an update when I know more. hi after changing to the apache2-mpm-prefork model this issue seems to go away on debian, also thankfully the debian request-tracker3.6 maintainer also has fixed the Requestor.Email-searchproblem the not-patched 3.6.1 release had. regards harald kapper -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3720 bytes Desc: not available URL: From theillien at yahoo.com Sat Dec 30 22:05:07 2006 From: theillien at yahoo.com (Mathew Snyder) Date: Sat, 30 Dec 2006 22:05:07 -0500 Subject: [rt-users] Shredder API questions In-Reply-To: <4596103E.2050908@yahoo.com> References: <4596103E.2050908@yahoo.com> Message-ID: <459728E3.4070804@yahoo.com> Mathew Snyder wrote: > I'm rewriting a script that will eliminate all spam users accrued over the > course of a day. Presently, it is using the least efficient way of executing > the wipeout by performing a system call to rtx-shredder. I would prefer to run > the wipeout by way of the Shredder API. I'm guessing along the lines of this: > > # load plugin by preformatted string > my $pluginString = "'Users=status,any;email,$email;replace_relations,Nobody'"; > my $plugin = new RTx::Shredder::Plugin; > my( $status, $msg ) = $plugin->LoadByString( $pluginString ); > unless( $status ) { > print STDERR "Couldn?t load plugin: $msg\n"; > exit(1); > } > } > > Another question is in regards to the sql dump. I've looked at rtx-shredder and > have seen referrence to the SetFile method but haven't seen anything about the > DumpSQl method that is mentioned in Shredder.pm. Is this automatically > accounted for when if I use my ($fname, $fh) = $shredder-SetFile;? > > The portion of my script this relates to is below. > > > foreach my $email (sort(@emails)){ > print $email . "\n"; > } > > print "\nDelete the email addresses from the RT database [y/N]: "; > chomp($ans = ); > > if ($ans =~ m/^(y|yes)$/i){ > my $email; > foreach $email (@emails){ > # system "/usr/local/rt-3.6.1/local/sbin/rtx-shredder --force --plugin \ > 'Users=status,any;email,$email;replace_relations,Nobody'"; > # load plugin by preformatted string > my $pluginString = \ > "'Users=status,any;email,$email;replace_relations,Nobody'"; > my $plugin = new RTx::Shredder::Plugin; > my( $status, $msg ) = $plugin->LoadByString( $pluginString ); > unless( $status ) { > print STDERR "Couldn?t load plugin: $msg\n"; > exit(1); > } > } > } > else{ > exit; > } > > > One problem I can already see with the above snippet is that Shredder is called > seperately for each email address. How do I set this up to run as one > continuous execution for the entire array of addresses? > > Any and all help will be greatly appreciated. > > Mathew Can no one help with this? Mathew