From agabila at con.mdsnews.com  Wed Feb  1 00:15:26 2006
From: agabila at con.mdsnews.com (Anthony Gabila)
Date: Wed, 1 Feb 2006 16:15:26 +1100
Subject: [rt-users] which mod_perl?
Message-ID: <PJEIKCAAFDKMKEKBIPOFAEKECAAA.agabila@con.mdsnews.com>

Hello again...

when i restart httpd, httpd fails to start,
error in error.log is

[Wed Feb 01 13:11:10 2006] [error] RT does not support mod_perl 1.99. Please
upgrade to mod_perl 2.0 at /home/rt/bin/webmux.pl line 59.\nBEGIN
failed--compilation aborted at /home/rt/bin/webmux.pl line 63.\nCompilation
failed in require at (eval 39) line 1.\n


and when i try and upgrade mod_perl, i get
mod_perl/1.999_021 installation detected... not ok

Cannot install mod_perl/2.0.2 on top of mod_perl/1.999_021
due to a major API change between mod_perl 1.999_21 and 1.999_22.

Conflicting file: /usr/lib/perl5/vendor_perl/5.8.6/i386-linux/Apache2.pm
Conflicting dir: /usr/lib/perl5/vendor_perl/5.8.6/i386-linux/Apache2

Please nuke the prior mod_perl installation from your site_lib,
use a different perl to run the installation process, or use the
PREFIX option when creating your Makefile.

When i try and uninstall mod_perl by running "urpme mod_perl",
i get:

The following packages contain mod_perl:
mod_perl-common-1.3.33_1.29-5mdk.i586
apache2-mod_perl-2.0.53_2.0.0-0.RC4.6mdk.i586
apache-mod_perl-1.3.33_1.29-5mdk.i586

question is.... which ones do i remove? i cant find any 1.99 version.


thanking you in advance.

anthony g
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From hwagener at hamburg.fcb.com  Wed Feb  1 02:53:42 2006
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Wed, 1 Feb 2006 08:53:42 +0100
Subject: [rt-users] FastCGI vs/or FastCGId? System memory "leak"?
In-Reply-To: <Pine.LNX.4.63-L.0601131325000.28772@attila.uio.no>
References: <20060112170008.4119A4D8254@diesel.bestpractical.com>
	<Pine.LNX.4.63-L.0601131325000.28772@attila.uio.no>
Message-ID: <B097D110-B74D-4DD9-82F8-CE693F3E7AD1@hamburg.fcb.com>


Am 13.01.2006 um 13:52 schrieb Tomas Olaj:

>
> Hi,
[...]
>
> Jesse mentioned at the Amsterdam class that mod_FCGId is another  
> alternative (http://fastcgi.coremail.cn/) to mod_FastCGI, and I  
> will have a closer look at this source. And, the source code looks  
> newer and maintained. ;)


Hello,
did anybody use fcgid successfully to replace fascgi? I would love an  
rt-specific configuration sample.

Regards,
     Harald

-- 
Harald Wagener
Technischer Leiter

Foote Cone & Belding
FCB Wilkens
An der Alster 42
20099 Hamburg
Germany

T: +49 (0)40 2881 1252
F: +49 (0)40 2881 1217
hwagener at hamburg.fcb.com
http://www.footeconebelding.de


From wolf2k5 at gmail.com  Wed Feb  1 05:10:32 2006
From: wolf2k5 at gmail.com (wolf2k5)
Date: Wed, 1 Feb 2006 11:10:32 +0100
Subject: [rt-users] dedicated perl install
In-Reply-To: <1138741695.28259.125.camel@moola.futuresource.com>
References: <8d8ba2bb0601300845j19459f36h7f89135022c05fc9@mail.gmail.com>
	<1138723832.28259.24.camel@moola.futuresource.com>
	<8d8ba2bb0601311146y15b23bi551241e4f6e5b130@mail.gmail.com>
	<1138741695.28259.125.camel@moola.futuresource.com>
Message-ID: <8d8ba2bb0602010210m30fc1651ud5330e462673fe27@mail.gmail.com>

On 1/31/06, Les Mikesell <les at futuresource.com> wrote:
> If you build a custom perl and run mod_perl, you will
> also probably have to build a custom httpd and mod_perl
> and bind it to a different port or IP address.

You are right, I am think I'll go with a custom Perl build and fastcgi.

Thanks.


From rt at notreally.mine.nu  Wed Feb  1 05:47:49 2006
From: rt at notreally.mine.nu (Russ)
Date: Wed, 01 Feb 2006 18:47:49 +0800
Subject: [rt-users] Trouble with initializing database
Message-ID: <43E091D5.3030704@notreally.mine.nu>

Hi,

I am attempting a new installation of Request Tracker on Gentoo.  I have 
emerge'd rt using the provided ebuild and all required dependencies. I 
am at the stage where I am initializing the database for the first time, 
and this is where I am encountering some problems.

Running the command
/var/www/rt/rt-3.4.5/sbin/rt-setup-database --action init --dba root 
--prompt-for-dba-password
results in:

Now creating a database for RT.
Creating mysql database rt3.
Now populating database schema.
Creating database schema.
Done setting up database schema.
Now inserting database ACLs
DBD::mysql::db prepare warning:  at ./rt-setup-database line 347.
Died at ./rt-setup-database line 347.

The database and many tables have been created, but no data in any off 
them.  I have modified the rt-setup-database command switches to use the 
user account specified in the RT_Config.pm file after granting that 
account all the required privileges needed, same result. 

In case it was a faulty ebuild I grabbed the latest source and compiled 
it manually with the same result with 'make initialize-database'.

Version numbers:
Apache:  2.0.55-r1
mod_perl: 2.0.1-r2
MySQL: 5.0.18-r30

Let me know if I need to provide anymore information.

Thanks

Russell




From rfh at pipex.net  Wed Feb  1 06:51:39 2006
From: rfh at pipex.net (Roy El-Hames)
Date: Wed, 01 Feb 2006 11:51:39 +0000
Subject: [rt-users] We need a perl developer
Message-ID: <43E0A0CB.2080107@pipex.net>

Hi there;
I work in a company based in Oxford (England), We are a major internet 
service provider in the UK and are looking for a perl developer to work 
on our RT implementation as well as other perl/mysql based projects. if 
you are interested can you mail me directly please.
Many thanks.
Roy


From S.G.Tranter at lboro.ac.uk  Wed Feb  1 07:09:36 2006
From: S.G.Tranter at lboro.ac.uk (Stewart Tranter)
Date: Wed, 01 Feb 2006 12:09:36 +0000
Subject: [rt-users] Scrip not working
Message-ID: <43E0A500.1010109@lboro.ac.uk>

Hi,

I have written a scrip that on queue change, will change the due date to 
two days from now, but when I move a ticket from one queue to another, 
nothing seems to happen.  My scrip is:

Condition:  On Queue Change
Action:  User defined
Template:  Global template: Blank
Stage:  TransactionCreate
Custom condition:
Custom action preparation code:  return(1);
Custom action cleanup code:

my $today = RT::Date->new($self->TicketObj->CurrentUser());
$today->SetToNow();
my $whichq = $self->TicketObj->Queue();
my $queue = new RT::Queue($RT::SystemUser);
$queue->Load($whichq);
my $daysuntildue = $queue->DefaultDueIn();
$today->AddDays($daysuntildue);
$self->TicketObj->SetDueDate($today->ISO);
return(1);

Can anyone see what's wrong?  I'll be submitting this to the Wiki when 
it works!

TIA,

Stewart
------------------------------------------------
Stewart Tranter
Computing Services
Loughborough University

E:  s.g.tranter at lboro.ac.uk
W:  http://www.lboro.ac.uk/computing/
T:  +44 (0) 1509 223719
F:  +44 (0) 1509 223989
------------------------------------------------


From ben at energyradio.co.uk  Wed Feb  1 08:37:25 2006
From: ben at energyradio.co.uk (Ben Pintilie)
Date: Wed,  1 Feb 2006 13:37:25 +0000
Subject: [rt-users] Windows Based question about templates in new tickets
In-Reply-To: <20060131205045.7999A4D8293@diesel.bestpractical.com>
Message-ID: <20060201133725.bad00824@energyradio.co.uk>

Im 99% sure (as this is possible in V1...) it is possible to have a standard template in the body of a ticket when it is first created, that can be filled in by the person creating the ticket.

For example, click on create ticket and (name, address, telephone number headings) are already in ticket and just needs required headings filled in.

If this is possible how is it done?



--
Ben Pintilie
Head of Engineering
Energy Radio - Playing YOUR kind of music
e: ben at energyradio.co.uk
w: www.energyradio.co.uk
t: +44 (0)7005 805101
f: +44 (0)7005 805131



--IMPORTANT--
The information contained in or attached to this email is intended only for the use of the individual or entity to which it is addressed. If you are not the intended recipient, or a person responsible for delivering it to the intended recipient, you are not authorised to and must not disclose, copy, distribute, or retain this message or any part of it. It may contain information which is confidential and/or covered by legal professional or other privilege (or other rules or laws with similar effect in jurisdictions outside England and Wales).
The views expressed in this email are not necessarily the views of Energy Media Services, and the organisation, its founders, managers or volunteers make no representation or accept any liability for its accuracy or completeness unless expressly stated to the contrary.

You may contact us by the following methods:
w: www.energyradio.co.uk
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From dshannon at techfluent.com  Wed Feb  1 09:22:50 2006
From: dshannon at techfluent.com (Duncan Shannon)
Date: Wed, 1 Feb 2006 08:22:50 -0600
Subject: [rt-users] changing status via e-mail
Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB450EBCF1@TF-FS2.internal.techfluent.com>

> Hello,
> 
> Can someone tell me how to change the status of an RT ticket (i.e. -
> new,open,resolved etc..) via e-mail or point me in the right direction
in
> the manuals? I have been unable to find anything.

Hiya-

(from the footer)
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 


Speficifically:

http://www.gossamer-threads.com/lists/engine?list=rt&do=search_results&s
earch_forum=forum_3&search_string=change+status+via+email&search_type=AN
D


or the tinyurl version of the same thing: http://tinyurl.com/d82me


Generally:




From sturner at MIT.EDU  Wed Feb  1 10:02:39 2006
From: sturner at MIT.EDU (Stephen Turner)
Date: Wed, 01 Feb 2006 10:02:39 -0500
Subject: [rt-users] Scrip not working
In-Reply-To: <43E0A500.1010109@lboro.ac.uk>
References: <43E0A500.1010109@lboro.ac.uk>
Message-ID: <6.2.1.2.2.20060201100114.03620748@po14.mit.edu>

At Wednesday 2/1/2006 07:09 AM, Stewart Tranter wrote:
>Hi,
>
>I have written a scrip that on queue change, will change the due date to 
>two days from now, but when I move a ticket from one queue to another, 
>nothing seems to happen.  My scrip is:

Hello Stewart,

Are there any error messages in the RT log? Have you tried putting some 
debugging statements in the code to see where it's going?

Steve 



From robert_marier at mcad.edu  Wed Feb  1 11:09:38 2006
From: robert_marier at mcad.edu (Robert Marier)
Date: Wed, 01 Feb 2006 10:09:38 -0600
Subject: [rt-users] RTFM - Remove, Delete, Uninstall
In-Reply-To: <43E0009B.30000@mcad.edu>
References: <43E0009B.30000@mcad.edu>
Message-ID: <43E0DD42.2090309@mcad.edu>

I should add, I'm only looking for what changes need to be made to the
database (though if anyone has information on a complete uninstall that
would be helpful too).

It's obvious that all the tables starting with "FM_" should be removed,
but what other tables are affected and what would need to be removed
from them?

Thanks again,

Robert


On 1/31/2006 6:28 PM, Robert Marier wrote:
> Greetings.
>
> Is it possible to remove/delete/uninstall RTFM from RT?
>
> We are currently running version 3.4.1 of RT and 2.0.4 of RTFM.
>
> We are in the process of migrating RT from one server to another, and no
> longer require RTFM to be integrated.
>
> Thanks in advance,
>
> Robert


From jesse at bestpractical.com  Wed Feb  1 11:13:58 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 1 Feb 2006 11:13:58 -0500
Subject: [rt-users] RTFM - Remove, Delete, Uninstall
In-Reply-To: <43E0DD42.2090309@mcad.edu>
References: <43E0009B.30000@mcad.edu> <43E0DD42.2090309@mcad.edu>
Message-ID: <20060201161358.GF4888@bestpractical.com>




On Wed, Feb 01, 2006 at 10:09:38AM -0600, Robert Marier wrote:
> I should add, I'm only looking for what changes need to be made to the
> database (though if anyone has information on a complete uninstall that
> would be helpful too).

Have a look at the RTFM installation package. YOu want to remove the
libraries and .html (mason) files that were installed as part of the
installation.


> It's obvious that all the tables starting with "FM_" should be removed,
> but what other tables are affected and what would need to be removed
> from them?

There's a drop_schema file in the RTFM distribution. That should do it
for you.

> 
> Thanks again,
> 
> Robert
> 
> 


From robert_marier at mcad.edu  Wed Feb  1 11:20:49 2006
From: robert_marier at mcad.edu (Robert Marier)
Date: Wed, 01 Feb 2006 10:20:49 -0600
Subject: [rt-users] RTFM - Remove, Delete, Uninstall
In-Reply-To: <20060201161358.GF4888@bestpractical.com>
References: <43E0009B.30000@mcad.edu> <43E0DD42.2090309@mcad.edu>
	<20060201161358.GF4888@bestpractical.com>
Message-ID: <43E0DFE1.4050707@mcad.edu>

Much appreciated Jesse.

Looks like only the Links table needs to have several entries removed.

-R


On 2/1/2006 10:13 AM, Jesse Vincent wrote:
>
> On Wed, Feb 01, 2006 at 10:09:38AM -0600, Robert Marier wrote:
>   
>> I should add, I'm only looking for what changes need to be made to the
>> database (though if anyone has information on a complete uninstall that
>> would be helpful too).
>>     
>
> Have a look at the RTFM installation package. YOu want to remove the
> libraries and .html (mason) files that were installed as part of the
> installation.
>
>
>   
>> It's obvious that all the tables starting with "FM_" should be removed,
>> but what other tables are affected and what would need to be removed
>> from them?
>>     
>
> There's a drop_schema file in the RTFM distribution. That should do it
> for you.
>
>   
>> Thanks again,
>>
>> Robert
>>
>>
>>     
>
>   



From ESchultz at corp.untd.com  Wed Feb  1 11:27:27 2006
From: ESchultz at corp.untd.com (Schultz, Eric)
Date: Wed, 1 Feb 2006 08:27:27 -0800
Subject: [rt-users] emails with attachments keep inserting into RT
Message-ID: <5613F89D78D2F545A40423EBA5535C300CFFE3C1@LAXEVS01.lax.corp.int.untd.com>

Yes, but seems like you are just treating the symptom and not the
disease.  That is, why is it taking so long for the process to complete
that the timeout needs to be set to 5 minutes?

> -----Original Message-----
> From: Brandon Hall [mailto:brandonh.hall at gmail.com] 
> Sent: Tuesday, January 31, 2006 6:27 PM
> To: Jesse Vincent
> Cc: rt-users at lists.bestpractical.com; Schultz, Eric
> Subject: Re: [rt-users] emails with attachments keep inserting into RT
> 
> On 1/31/06, Jesse Vincent <jesse at bestpractical.com> wrote:
> >
> > >
> > > Like you said, while the server is processing an 
> attachment, a mason
> > > process causes a very high CPU spike for approximately 60 
> seconds. I
> > > imagine this is some how related.
> >
> > Just for kicks, turn up the --timeout on the fastcgi script 
> too and see
> > if it runs to completion?
> >
> > >
> > > libcgi-fast-perl                      5.8.7-7
> > > libapache-mod-fastcgi                 2.4.2-7
> > >
> > > 
> localhost:/var/spool/cyrus/mail/b/user/user_user_com/Drafts# cat 11. |
> > >FastCgiServer 
> /usr/share/request-tracker3.4/libexec/mason_handler.fcgi 
> -idle-timeout 300 -processes 3 /usr/bin/rt-mailgate --timeout 
> 999 --debug --queue General --action
> > > correspond --url http://tix.xyz.com
> > >
> > > Connecting to http://tix.xyz.com/REST/1.0/NoAuth/mail-gateway at
> > > /usr/bin/rt-mailgate line 99, <> line 1.
> > >
> > > An Error Occurred
> > > =================
> > >
> > > 500 Internal Server Error
> > > This is /usr/bin/rt-mailgate exiting because of an 
> undefined server
> > > error at /usr/bin/rt-mailgate line 147, <> line 1.
> > > localhost:/var/spool/cyrus/mail/b/user/user_user_com/Drafts#
> 
> 
> Excellent! That did it!
> 
> FastCgiServer /usr/share/request-tracker3.4/libexec/mason_handler.fcgi
> -idle-timeout 300 -processes 3
> 


From crsurf at gmail.com  Wed Feb  1 11:30:57 2006
From: crsurf at gmail.com (Cristiano da Costa)
Date: Wed, 1 Feb 2006 14:30:57 -0200
Subject: [rt-users] Filling Dates fields with scrip
Message-ID: <311334b60602010830k29dc7771od8b8ff3ac74d714c@mail.gmail.com>

Hello

I want to fill the fields Starts, Started and Due after ticket creation, for
this I?m using the code bellow on custom action in "on create" condition


my $now = RT::Date->new($RT::SystemUser);
my $sla = RT::Date->new($RT::SystemUser);
$now->SetToNow;
$sla->SetToNow;
$sla->AddSeconds(+3600);
$self->TicketObj->SetStarts( $now->ISO );
$self->TicketObj->SetStarted( $now->ISO );
$self->TicketObj->SetDue( $sla->ISO );
return 1;

This works, but if user that create tickts already fill these fields I don?t
want to overwrite the user information, I tryed the following code in place
of the code above, but doesn?t work.

my $now = RT::Date->new($RT::SystemUser);
my $sla = RT::Date->new($RT::SystemUser);
$now->SetToNow;
$sla->SetToNow;
$sla->AddSeconds(+3600);
if ( $self->TicketObj->Starts == undef ){
$self->TicketObj->SetStarts( $now->ISO );
}
if ( $self->TicketObj->Started == undef ){
$self->TicketObj->SetStarted( $now->ISO );
}
if ( $self->TicketObj->Due == undef ){
$self->TicketObj->SetDue( $sla->ISO );
}
return 1;

How can I test if user already fill these fields?



Thanks



Cristiano
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From ESchultz at corp.untd.com  Wed Feb  1 11:46:12 2006
From: ESchultz at corp.untd.com (Schultz, Eric)
Date: Wed, 1 Feb 2006 08:46:12 -0800
Subject: [rt-users] Filling Dates fields with scrip
Message-ID: <5613F89D78D2F545A40423EBA5535C300CFFE3D5@LAXEVS01.lax.corp.int.untd.com>

I don't think the dates will ever be 'undef'.  Instead, check for a default date.  I believe that date is '1970-01-01 00:00:00' in our system.
 
if ( $self->TicketObj->Started eq '1970-01-01 00:00:00' ) { 


________________________________

	From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Cristiano da Costa
	Sent: Wednesday, February 01, 2006 8:31 AM
	To: rt-users at lists.bestpractical.com
	Subject: [rt-users] Filling Dates fields with scrip
	
	
	 
	Hello
	 
	I want to fill the fields Starts, Started and Due after ticket creation, for this I?m using the code bellow on custom action in "on create" condition
	 

	my $now = RT::Date->new($RT::SystemUser);
	my $sla = RT::Date->new($RT::SystemUser);
	$now->SetToNow;
	$sla->SetToNow;
	$sla->AddSeconds(+3600);
	$self->TicketObj->SetStarts( $now->ISO ); 
	$self->TicketObj->SetStarted( $now->ISO );
	$self->TicketObj->SetDue( $sla->ISO );
	return 1;

	This works, but if user that create tickts already fill these fields I don?t want to overwrite the user information, I tryed the following code in place of the code above, but doesn?t work.

	my $now = RT::Date->new($RT::SystemUser);
	my $sla = RT::Date->new($RT::SystemUser);
	$now->SetToNow;
	$sla->SetToNow;
	$sla->AddSeconds(+3600);
	if ( $self->TicketObj->Starts == undef ){ 
	$self->TicketObj->SetStarts( $now->ISO );
	}
	if ( $self->TicketObj->Started == undef ){
	$self->TicketObj->SetStarted( $now->ISO );
	}
	if ( $self->TicketObj->Due == undef ){
	$self->TicketObj->SetDue( $sla->ISO );
	}
	return 1;

	How can I test if user already fill these fields?

	 

	Thanks

	 

	Cristiano 



From jesse at bestpractical.com  Wed Feb  1 11:47:05 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 1 Feb 2006 11:47:05 -0500
Subject: [rt-users] emails with attachments keep inserting into RT
In-Reply-To: <5613F89D78D2F545A40423EBA5535C300CFFE3C1@LAXEVS01.lax.corp.int.untd.com>
References: <5613F89D78D2F545A40423EBA5535C300CFFE3C1@LAXEVS01.lax.corp.int.untd.com>
Message-ID: <20060201164704.GH4888@bestpractical.com>




On Wed, Feb 01, 2006 at 08:27:27AM -0800, Schultz, Eric wrote:
> Yes, but seems like you are just treating the symptom and not the
> disease.  That is, why is it taking so long for the process to complete
> that the timeout needs to be set to 5 minutes?

There's a pessimal failure mode in MIME-Tools. I believe you may be
running into:

http://svn.bestpractical.com/cgi-bin/index.cgi/bps/revision/?rev=3892

> 
> > -----Original Message-----
> > From: Brandon Hall [mailto:brandonh.hall at gmail.com] 
> > Sent: Tuesday, January 31, 2006 6:27 PM
> > To: Jesse Vincent
> > Cc: rt-users at lists.bestpractical.com; Schultz, Eric
> > Subject: Re: [rt-users] emails with attachments keep inserting into RT
> > 
> > On 1/31/06, Jesse Vincent <jesse at bestpractical.com> wrote:
> > >
> > > >
> > > > Like you said, while the server is processing an 
> > attachment, a mason
> > > > process causes a very high CPU spike for approximately 60 
> > seconds. I
> > > > imagine this is some how related.
> > >
> > > Just for kicks, turn up the --timeout on the fastcgi script 
> > too and see
> > > if it runs to completion?
> > >
> > > >
> > > > libcgi-fast-perl                      5.8.7-7
> > > > libapache-mod-fastcgi                 2.4.2-7
> > > >
> > > > 
> > localhost:/var/spool/cyrus/mail/b/user/user_user_com/Drafts# cat 11. |
> > > >FastCgiServer 
> > /usr/share/request-tracker3.4/libexec/mason_handler.fcgi 
> > -idle-timeout 300 -processes 3 /usr/bin/rt-mailgate --timeout 
> > 999 --debug --queue General --action
> > > > correspond --url http://tix.xyz.com
> > > >
> > > > Connecting to http://tix.xyz.com/REST/1.0/NoAuth/mail-gateway at
> > > > /usr/bin/rt-mailgate line 99, <> line 1.
> > > >
> > > > An Error Occurred
> > > > =================
> > > >
> > > > 500 Internal Server Error
> > > > This is /usr/bin/rt-mailgate exiting because of an 
> > undefined server
> > > > error at /usr/bin/rt-mailgate line 147, <> line 1.
> > > > localhost:/var/spool/cyrus/mail/b/user/user_user_com/Drafts#
> > 
> > 
> > Excellent! That did it!
> > 
> > FastCgiServer /usr/share/request-tracker3.4/libexec/mason_handler.fcgi
> > -idle-timeout 300 -processes 3
> > 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
> 

-- 


From justin at cityfone.net  Wed Feb  1 11:53:25 2006
From: justin at cityfone.net (Justin Zygmont)
Date: Wed, 01 Feb 2006 08:53:25 -0800
Subject: [rt-users] FastCGI vs/or FastCGId? System memory "leak"?
In-Reply-To: <B097D110-B74D-4DD9-82F8-CE693F3E7AD1@hamburg.fcb.com>
References: <20060112170008.4119A4D8254@diesel.bestpractical.com>	<Pine.LNX.4.63-L.0601131325000.28772@attila.uio.no>
	<B097D110-B74D-4DD9-82F8-CE693F3E7AD1@hamburg.fcb.com>
Message-ID: <43E0E785.5030603@cityfone.net>

Harald Wagener wrote:
> 
> Am 13.01.2006 um 13:52 schrieb Tomas Olaj:
> 
>>
>> Hi,
> 
> [...]
> 
>>
>> Jesse mentioned at the Amsterdam class that mod_FCGId is another  
>> alternative (http://fastcgi.coremail.cn/) to mod_FastCGI, and I  will 
>> have a closer look at this source. And, the source code looks  newer 
>> and maintained. ;)
> 
> 
> 
> Hello,
> did anybody use fcgid successfully to replace fascgi? I would love an  
> rt-specific configuration sample.
> 
> Regards,
>     Harald

I tried it, and it seemed to work great, until a few users noticed a 
place where they could not create a ticket.  When I switched it back to 
cgi, or fastcgi, it worked again.  So much for using that...

Meanwhile, I can the fastcgi processes slowly taking up more and more ram.



-- 
Justin Zygmont
System Administrator
Cityfone Telecommunications Inc

direct 604.629.8841
cell 778.239.7215
email justin at cityfone.net


From mfinn at nbutexas.com  Wed Feb  1 12:11:08 2006
From: mfinn at nbutexas.com (Michael Finn)
Date: Wed, 1 Feb 2006 11:11:08 -0600
Subject: [rt-users] Best practices: Queues vs. Custom fields
Message-ID: <E78D127B0AD8EC449ED416A5F8EE24C23A4C@nbutexas.com>

Howdy.

We're beginning our test implementation of RT, and we currently plan to
have several queues for different types of requests: development,
repairs (one-time), maintenance (recurring, but not regularly), supplies
(printer toner, etc.).  Additionally, the powers that be want the
ability to generate reports based on departments (e.g., average time to
resolve tickets coming from Accounting).  For this, I propose adding a
Custom Field to tickets designating the requestor's department.

Would it make more sense to have Queues by department and handle request
type differently? 

Is there a recommended "best practice"?

On a related note, when a requestor creates a ticket via e-mail, could
the proposed department field be auto-populated based on the requestor's
address, or should the department field instead be part of the User
object?

TIA,
Mike


From ESchultz at corp.untd.com  Wed Feb  1 12:35:36 2006
From: ESchultz at corp.untd.com (Schultz, Eric)
Date: Wed, 1 Feb 2006 09:35:36 -0800
Subject: [rt-users] Best practices: Queues vs. Custom fields
Message-ID: <5613F89D78D2F545A40423EBA5535C300CFFE46E@LAXEVS01.lax.corp.int.untd.com>

I'll let someone else answer the more general question :-)

As for your last question - sure.  Only problem is, with "From", you
have a large number of people to check.  Better to have several
different email aliases that all point at the same queue, and then check
the "To" header.  Eg:

printers at tickets.yourcompany.com
pcrepair at tickets.yourcompany.com
software at tickets.yourcompany.com

Then, make a custom scrip for the queue that takes the first part (like
printers) and sets that as the CF value, but only if the new ticket is
created by email.

Description:  Change CF based on who this was sent to
Condition: On Create
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate

Custom condition:

Custom action preparation code:
# Get the message attachment
my $msgatt = $self->TransactionObj->Attachments->First;
return 0 if (!$msgatt);  # if no message attachment - assume web UI
return 0 if (!$msgatt->GetHeader('Received'));  # exit if not email
message

Custom action cleanup code:
my $msgatt = $self->TransactionObj->Attachments->First;
my $reqtype = $msgatt->GetHeader('To');
($reqtype) = ($team =~ /<(\w+)\@.+$/);

my $cf = RT::CustomField->new( $RT::SystemUser );
$self->TicketObj->AddCustomFieldValue( Field => 19, Value => $reqtype,
RecordTransaction => 0 ) if
($self->TicketObj->CustomFieldValues($cf->Id)->Count < 1);


> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
> Of Michael Finn
> Sent: Wednesday, February 01, 2006 9:11 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Best practices: Queues vs. Custom fields
> 
> Howdy.
> 
> We're beginning our test implementation of RT, and we 
> currently plan to
> have several queues for different types of requests: development,
> repairs (one-time), maintenance (recurring, but not 
> regularly), supplies
> (printer toner, etc.).  Additionally, the powers that be want the
> ability to generate reports based on departments (e.g., 
> average time to
> resolve tickets coming from Accounting).  For this, I propose adding a
> Custom Field to tickets designating the requestor's department.
> 
> Would it make more sense to have Queues by department and 
> handle request
> type differently? 
> 
> Is there a recommended "best practice"?
> 
> On a related note, when a requestor creates a ticket via e-mail, could
> the proposed department field be auto-populated based on the 
> requestor's
> address, or should the department field instead be part of the User
> object?
> 
> TIA,
> Mike


From ESchultz at corp.untd.com  Wed Feb  1 13:43:05 2006
From: ESchultz at corp.untd.com (Schultz, Eric)
Date: Wed, 1 Feb 2006 10:43:05 -0800
Subject: [rt-users] Using Oracle DB for Apache::Session data
Message-ID: <5613F89D78D2F545A40423EBA5535C300D124F42@LAXEVS01.lax.corp.int.untd.com>

I've been trying to figure out why my production instance of RT running
on Oracle is slower than my Dev instance on MySQL.  I saw something on
the mailing list that I thought could offer some help - someone
mentioned cleaning out the sessions table.  Okay, I'll take a look at
that, I thought.  But then I was surprised to find the table empty!
Instead, the session information is being written to disk at
/path-to-rt/var/session_data/.  Ah-ha!  I found that the file
Elements/SetupSessionCookie had this line:

#    Oracle      => 'Apache::Session::Oracle',

And of course, it's commented out, when the mysql and Pg lines were not.
So I uncommented this, restarted apache; the home page loaded about 20%
faster, and a row showed up in the Oracle database (dev now pointing to
a QA Oracle backend rather than MySQL for this test).  Sweet!  But then
I clicked on the logout button, and the page just hangs.  Anyone have
any thoughts?  I'm poking around at it now.

Eric Schultz

Call on God, but row away from the rocks.
  - Indian proverb
 


From MikeHamilton at clovisusd.k12.ca.us  Wed Feb  1 13:49:32 2006
From: MikeHamilton at clovisusd.k12.ca.us (MikeHamilton at clovisusd.k12.ca.us)
Date: Wed, 1 Feb 2006 10:49:32 -0800
Subject: [rt-users] Migrating existing RT to LDAP for Authentication
Message-ID: <OF18B648B7.048C236A-ON88257108.0065D514-88257108.0068E70F@clovisusd.k12.ca.us>

We've been using RT for over 2 years (and 34000 tickets) now. At the time, 
we had no LDAP for authentication. Now we do and I would like to know if 
anyone has any advice on migrating the authentication component from the 
RT built-in authentciation to an LDAP authentication piece. Specifically:

1) What happens to the existing accounts when someone logs in using LDAP 
after the conversion? This is a complex question in my brain anyway, so 
forgive the longevity here. Presently, our users do not login to RT at all 
to check ticket status. We would like for them to be able to do this now 
but we don't want them to have yet another password to remember (thus the 
desire to cutover to LDAP for authentication). So when a user submits a 
ticket after a cutover to LDAP,  RT already has a non-priv account for the 
user in question (I noticed that email address is an indexed field - no 
duplicates) from before the cutover, when the user logs in to the web 
interface (now via LDAP) to check ticket status, how does RT know that the 
LDAP username that they are logging in with will be associated with the 
email address that was already in RT (that they used to submit the ticket 
after the cutover to LDAP).

2) What RT user account fields (if any) are auto-populated when someone 
logs in with a valid LDAP account for the first time?

Thanks for the help!

Also, as a feature suggestion:
We have a spam filtering appliance that sends the user an email every day 
starting at a designated time to remind them to check their quarantine. 
There is a link in the message that, when clicked, takes them to the 
appliance web page and logs them in automatically. This is great, because 
most of our users do not want to remember another password (they usually 
login to the appliance via the link from the email message anyway) and for 
those rare users who do occasionally log in to the appliance directly 
(rather than using the link in the email), it gives them an opportunity to 
change their password if they forget it. Anyway, my suggestion is this:
Have a feature in RT (that is either on or off in the RT_SiteConfig.pm 
file) that allows the user to click a link present in any correspondence 
within a ticket that will take them to the RT webpage, log them in, and 
let them look at the status of the ticket. As an added feature, it might 
be nice to have a rule (once again that could be turned on or off) that 
would NOT allow this type of action for someone with a privileged account. 
In other words, Joe User can click a link in their ticket correspondence 
that will take them to the RT site for the organization, log them in, and 
let them look at the status and history of their ticket. Jane Tech 
however, a privileged user, would not have a link in correspondence for 
tickets that they are the requester for (so that someone cannot just click 
a link and login to RT as a privileged user). Just a thought.

Mike
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From MikeHamilton at clovisusd.k12.ca.us  Wed Feb  1 14:14:18 2006
From: MikeHamilton at clovisusd.k12.ca.us (MikeHamilton at clovisusd.k12.ca.us)
Date: Wed, 1 Feb 2006 11:14:18 -0800
Subject: [rt-users] Best practices: Queues vs. Custom fields
In-Reply-To: <E78D127B0AD8EC449ED416A5F8EE24C23A4C@nbutexas.com>
Message-ID: <OF0F8D03E8.24501180-ON88257108.006979EE-88257108.006B2CF3@clovisusd.k12.ca.us>

My advice would be to have a queue per department. Whether or not there is 
a best practice, I'm not sure, but since your tickets are going to be 
coming in via email, a custom field means that someone has to look at the 
ticket and then enter the correct data in the custom field. If you sort 
them as queues by department, then you can have an individual email 
address for each queue and the tickets would auto-sort by department since 
the queue is dedicated to that department. 
I'm sure someone clever will find a way to do an LDAP lookup and get the 
department field auto populated, but if you cannot do that, then each 
department having a queue would be much easier.




"Michael Finn" <mfinn at nbutexas.com> 
Sent by: rt-users-bounces at lists.bestpractical.com
02/01/2006 09:11 AM

To
<rt-users at lists.bestpractical.com>
cc

Subject
[rt-users] Best practices: Queues vs. Custom fields






Howdy.

We're beginning our test implementation of RT, and we currently plan to
have several queues for different types of requests: development,
repairs (one-time), maintenance (recurring, but not regularly), supplies
(printer toner, etc.).  Additionally, the powers that be want the
ability to generate reports based on departments (e.g., average time to
resolve tickets coming from Accounting).  For this, I propose adding a
Custom Field to tickets designating the requestor's department.

Would it make more sense to have Queues by department and handle request
type differently? 

Is there a recommended "best practice"?

On a related note, when a requestor creates a ticket via e-mail, could
the proposed department field be auto-populated based on the requestor's
address, or should the department field instead be part of the User
object?

TIA,
Mike
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

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http://rtbook.bestpractical.com

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From ESchultz at corp.untd.com  Wed Feb  1 14:43:25 2006
From: ESchultz at corp.untd.com (Schultz, Eric)
Date: Wed, 1 Feb 2006 11:43:25 -0800
Subject: [rt-users] Using Oracle DB for Apache::Session data
Message-ID: <5613F89D78D2F545A40423EBA5535C300D12504C@LAXEVS01.lax.corp.int.untd.com>

Nevermind, my problem appears to be related to changing how I did my
sessions without having first logged out :-)  Subsequent sessions worked
fine.  However, it's still interesting to note that this feature is
disabled in the latest versions of 3.4.x and 3.5.x.

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
> Of Schultz, Eric
> Sent: Wednesday, February 01, 2006 10:43 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Using Oracle DB for Apache::Session data
> 
> I've been trying to figure out why my production instance of 
> RT running
> on Oracle is slower than my Dev instance on MySQL.  I saw something on
> the mailing list that I thought could offer some help - someone
> mentioned cleaning out the sessions table.  Okay, I'll take a look at
> that, I thought.  But then I was surprised to find the table empty!
> Instead, the session information is being written to disk at
> /path-to-rt/var/session_data/.  Ah-ha!  I found that the file
> Elements/SetupSessionCookie had this line:
> 
> #    Oracle      => 'Apache::Session::Oracle',
> 
> And of course, it's commented out, when the mysql and Pg 
> lines were not.
> So I uncommented this, restarted apache; the home page loaded 
> about 20%
> faster, and a row showed up in the Oracle database (dev now 
> pointing to
> a QA Oracle backend rather than MySQL for this test).  Sweet! 
>  But then
> I clicked on the logout button, and the page just hangs.  Anyone have
> any thoughts?  I'm poking around at it now.
> 
> Eric Schultz
> 
> Call on God, but row away from the rocks.
>   - Indian proverb


From chad.osmond at holburn.com  Wed Feb  1 15:07:53 2006
From: chad.osmond at holburn.com (Chad Osmond)
Date: Wed, 1 Feb 2006 15:07:53 -0500
Subject: [rt-users] Include Resolve comment on resolve
Message-ID: <BF7E41CB8B19234CA7F24C2D798EE594D0F618@holburn97.holburn1000>

When I resolve a ticket, it e-mails the user the resolved template, but
that template doesn't include the information I entered. Do I need to
use the following?:

{
 my $resolution_comment;
 my $Transactions = $Ticket->Transactions;

 $Transactions->Limit( FIELD => 'Type', VALUE => 'Comment' );
 $Transactions->OrderByCols (
               { FIELD => 'Created',  ORDER => 'DESC' },
               { FIELD => 'id',     ORDER => 'DESC' },
               );

 my $CommentObj = $Transactions->First;
 if( $CommentObj && $CommentObj->id ) {
   $resolution_comment = $CommentObj->Content;
 }

 $resolution_comment;
}

Thanks,

Chad 


From dshannon at techfluent.com  Wed Feb  1 15:16:43 2006
From: dshannon at techfluent.com (Duncan Shannon)
Date: Wed, 1 Feb 2006 14:16:43 -0600
Subject: [rt-users] Include Resolve comment on resolve
Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB450EBD20@TF-FS2.internal.techfluent.com>


> 
> When I resolve a ticket, it e-mails the user the resolved template,
but
> that template doesn't include the information I entered. Do I need to
> use the following?:


You can just change the update type to "Reply" if that works for you.



From plummer at geneseo.edu  Wed Feb  1 15:41:11 2006
From: plummer at geneseo.edu (Shawn Plummer)
Date: Wed, 1 Feb 2006 15:41:11 -0500
Subject: [rt-users] Using Oracle DB for Apache::Session data
In-Reply-To: <5613F89D78D2F545A40423EBA5535C300D124F42@LAXEVS01.lax.corp.int.untd.com>
References: <5613F89D78D2F545A40423EBA5535C300D124F42@LAXEVS01.lax.corp.int.untd.com>
Message-ID: <3F4F3D19-6418-4865-9EF4-557B3DB8EDFB@geneseo.edu>

On Feb 1, 2006, at 1:43 PM, Schultz, Eric wrote:

> I've been trying to figure out why my production instance of RT  
> running
> on Oracle is slower than my Dev instance on MySQL.  I saw something on
> the mailing list that I thought could offer some help - someone
> mentioned cleaning out the sessions table.  Okay, I'll take a look at
> that, I thought.  But then I was surprised to find the table empty!
> Instead, the session information is being written to disk at
> /path-to-rt/var/session_data/.  Ah-ha!  I found that the file
> Elements/SetupSessionCookie had this line:
>
> #    Oracle      => 'Apache::Session::Oracle',
>
> And of course, it's commented out, when the mysql and Pg lines were  
> not.
> So I uncommented this, restarted apache; the home page loaded about  
> 20%
> faster, and a row showed up in the Oracle database (dev now  
> pointing to
> a QA Oracle backend rather than MySQL for this test).  Sweet!  But  
> then
> I clicked on the logout button, and the page just hangs.  Anyone have
> any thoughts?  I'm poking around at it now.


I tried this, in hopes of resolving a persistent logout issue we have  
where every link you click on you are asked to log back in. When I  
uncommented the line and restarted apache (after removing the  
contents of my session cache directory) it hangs when logging in and  
never actually loads the rt page. There is one entry in the session  
table though, so it gets at least that far.

My RT log shows this:
[Wed Feb  1 20:39:49 2006] [info]: Successful login for plummer from  
0.0.0.0 (/opt/rt3/share/ht
ml/autohandler:215)
[Wed Feb  1 20:39:53 2006] [debug]: RT::Date used date::parse to make  
1970-01-01 18000 (/opt/rt3/lib
/RT/Date.pm:212)

Every login seems to show this date error, could that be the source  
of my forcing a login on each link clicked issue?

~~~~~~~~~~~~~
Shawn Plummer
Systems Manager
CIT SUNY Geneseo
"The mind can make substance, and people planets of its own with  
beings brighter than have been, and give a breath to forms which can  
outlive all flesh." -Lord Byron


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From jesse at bestpractical.com  Wed Feb  1 15:43:35 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 1 Feb 2006 15:43:35 -0500
Subject: [rt-users] Using Oracle DB for Apache::Session data
In-Reply-To: <5613F89D78D2F545A40423EBA5535C300D12504C@LAXEVS01.lax.corp.int.untd.com>
References: <5613F89D78D2F545A40423EBA5535C300D12504C@LAXEVS01.lax.corp.int.untd.com>
Message-ID: <20060201204335.GR4888@bestpractical.com>




On Wed, Feb 01, 2006 at 11:43:25AM -0800, Schultz, Eric wrote:
> Nevermind, my problem appears to be related to changing how I did my
> sessions without having first logged out :-)  Subsequent sessions worked
> fine.  However, it's still interesting to note that this feature is
> disabled in the latest versions of 3.4.x and 3.5.x.

It's disabled because it at least used to be horribly, horribly broken.


From mikep at uclink.berkeley.edu  Wed Feb  1 15:45:05 2006
From: mikep at uclink.berkeley.edu (Mike Patterson)
Date: Wed, 01 Feb 2006 12:45:05 -0800
Subject: [rt-users] Best practices: Queues vs. Custom fields
In-Reply-To: <OF0F8D03E8.24501180-ON88257108.006979EE-88257108.006B2CF3@clovisusd.k12.ca.us>
References: <OF0F8D03E8.24501180-ON88257108.006979EE-88257108.006B2CF3@clovisusd.k12.ca.us>
Message-ID: <43E11DD1.8010501@uclink.berkeley.edu>

I was able to add Dept information to a ticket custom field from LDAP 
based on the example in the RT Essentials book (pg 81).

--------
Note you need to add this at top of the code:
"use Net::LDAP;"
Also for my older build I had to use LoadByNameAndQueue instead of 
LoadByName
Queue '0' is for custom fields that apply to all queues.
#$cf->LoadByName( Name => 'Department' );
$cf->LoadByNameAndQueue( Name => 'Department', Queue => '0');
--------

If you want to use the existing statistics add-on for reporting 
(http://wiki.bestpractical.com/index.cgi?RT3StatisticsPackage) you 
should pick the most important attribute: either Department or Tasktype 
to base your queues on, since those stats are based on queues.

Currently I'm trying to figure out a better way to do custom reporting 
by department using the API. I'd like to write a CustomAction that 
writes some stats to a file and launch it using rtcrontool.  Any hints 
would be appreciated.

Working outside of the API to write reports on departments (PHP + MySQL) 
I've learned a few things:
-----------------
1) The Ticket.Creator and the Requestor don't always stay the same (e.g. 
someone sends a email to me, I forward it to RT, then afterwards change 
the "people" so that requestors email address used instead of mine.  
When this happens creator and requestor are different.

2) A query to match the requestor to a ticket is a complicated join 
(http://wiki.bestpractical.com/index.cgi?GetReqestorInfoByTicketId).  It 
is a simpler query to join a ticket custom field to the ticket.  I used 
to put Dept information in the existing Users.Organization field, but 
now I use a Ticket customfield for Dept instead.

3) Merged tickets can do funny things to statistics.  If I do a simple 
query counting all tickets created, then do another query grouping by 
department, the sum of the grouped-by-department won't equal all tickets 
unless I exclude tickets where (id != EffectiveId).
-----------------

MikeHamilton at clovisusd.k12.ca.us wrote:

>
> My advice would be to have a queue per department. Whether or not 
> there is a best practice, I'm not sure, but since your tickets are 
> going to be coming in via email, a custom field means that someone has 
> to look at the ticket and then enter the correct data in the custom 
> field. If you sort them as queues by department, then you can have an 
> individual email address for each queue and the tickets would 
> auto-sort by department since the queue is dedicated to that department.
> I'm sure someone clever will find a way to do an LDAP lookup and get 
> the department field auto populated, but if you cannot do that, then 
> each department having a queue would be much easier. 



-- 
Mike Patterson
Systems Manager
UC Berkeley Extension



From ESchultz at corp.untd.com  Wed Feb  1 15:48:53 2006
From: ESchultz at corp.untd.com (Schultz, Eric)
Date: Wed, 1 Feb 2006 12:48:53 -0800
Subject: [rt-users] Using Oracle DB for Apache::Session data
Message-ID: <5613F89D78D2F545A40423EBA5535C300D1250FE@LAXEVS01.lax.corp.int.untd.com>

Interesting.  I didn't have the persistent session problem you describe.
What version of RT are you running?  If seems like it would be worth
investigating that other log statement you get, especially if it happens
both when you try to do session maintenance on disk as well as in the
DB.

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
> Of Shawn Plummer
> Sent: Wednesday, February 01, 2006 12:41 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Using Oracle DB for Apache::Session data
> 
> On Feb 1, 2006, at 1:43 PM, Schultz, Eric wrote:
> 
> > I've been trying to figure out why my production instance of RT  
> > running
> > on Oracle is slower than my Dev instance on MySQL.  I saw 
> something on
> > the mailing list that I thought could offer some help - someone
> > mentioned cleaning out the sessions table.  Okay, I'll take 
> a look at
> > that, I thought.  But then I was surprised to find the table empty!
> > Instead, the session information is being written to disk at
> > /path-to-rt/var/session_data/.  Ah-ha!  I found that the file
> > Elements/SetupSessionCookie had this line:
> >
> > #    Oracle      => 'Apache::Session::Oracle',
> >
> > And of course, it's commented out, when the mysql and Pg 
> lines were  
> > not.
> > So I uncommented this, restarted apache; the home page 
> loaded about  
> > 20%
> > faster, and a row showed up in the Oracle database (dev now  
> > pointing to
> > a QA Oracle backend rather than MySQL for this test).  Sweet!  But  
> > then
> > I clicked on the logout button, and the page just hangs.  
> Anyone have
> > any thoughts?  I'm poking around at it now.
> 
> 
> I tried this, in hopes of resolving a persistent logout issue 
> we have  
> where every link you click on you are asked to log back in. When I  
> uncommented the line and restarted apache (after removing the  
> contents of my session cache directory) it hangs when logging in and  
> never actually loads the rt page. There is one entry in the session  
> table though, so it gets at least that far.
> 
> My RT log shows this:
> [Wed Feb  1 20:39:49 2006] [info]: Successful login for plummer from  
> 0.0.0.0 (/opt/rt3/share/ht
> ml/autohandler:215)
> [Wed Feb  1 20:39:53 2006] [debug]: RT::Date used date::parse 
> to make  
> 1970-01-01 18000 (/opt/rt3/lib
> /RT/Date.pm:212)
> 
> Every login seems to show this date error, could that be the source  
> of my forcing a login on each link clicked issue?
> 
> ~~~~~~~~~~~~~
> Shawn Plummer
> Systems Manager
> CIT SUNY Geneseo
> "The mind can make substance, and people planets of its own with  
> beings brighter than have been, and give a breath to forms which can  
> outlive all flesh." -Lord Byron
> 
> 
> 


From noyler at khimetrics.com  Wed Feb  1 12:56:46 2006
From: noyler at khimetrics.com (Nathan Oyler)
Date: Wed, 1 Feb 2006 10:56:46 -0700
Subject: [rt-users] Best practices: Queues vs. Custom fields
Message-ID: <59B15593F41BD24591D59436E7226EAD0335AA40@Khiphx2.khimetrics.com>

> Howdy.
> 
> We're beginning our test implementation of RT, and we currently plan
to
> have several queues for different types of requests: development,
> repairs (one-time), maintenance (recurring, but not regularly),
supplies
> (printer toner, etc.).  Additionally, the powers that be want the
> ability to generate reports based on departments (e.g., average time
to
> resolve tickets coming from Accounting).  For this, I propose adding a
> Custom Field to tickets designating the requestor's department.
> 
> Would it make more sense to have Queues by department and handle
request
> type differently?
> 

I choose to use queue's by department, and then issues on to that.

So Development::QA::Deployment
Or Development::Research::X

Or Services::Client::$client
Or Services::Internal::AccountManagers

Works well for me, ymmv.


> Is there a recommended "best practice"?
> 
> On a related note, when a requestor creates a ticket via e-mail, could
> the proposed department field be auto-populated based on the
requestor's
> address, or should the department field instead be part of the User
> object?
> 

If you are using LDAP, you should already have the department as a part
of their id in active directory. That can be filled in automatically to
the users object.

That being said, you could still auto-populate a ticket's custom field
based on the requestor address. What do you do with CC's? Add those as
well?

A Multiple select department list?

In my mind, having them separated by queues is easier. I find that
things like, specific custom fields are easily to deploy like that. I
can set permissions very easily by locking off views between
departments, and units.

Give managers an amount of control, view over their units tickets.

Do individual group reports based on each member of a group, which has
permissions to the queue. So Manager X in Development has a queue for
his team. Each member is in a group for permissions to that queue (and
subsequently any shared queues)

Can generate reports based on tickets open, for each member of group.
Which ends up being their team.

You may be able to do all of this without doing departmental queues.
Just what works for me.



From les at futuresource.com  Wed Feb  1 18:00:09 2006
From: les at futuresource.com (Les Mikesell)
Date: Wed, 01 Feb 2006 17:00:09 -0600
Subject: [rt-users] Best practices: Queues vs. Custom fields
In-Reply-To: <E78D127B0AD8EC449ED416A5F8EE24C23A4C@nbutexas.com>
References: <E78D127B0AD8EC449ED416A5F8EE24C23A4C@nbutexas.com>
Message-ID: <1138834808.15703.294.camel@moola.futuresource.com>

On Wed, 2006-02-01 at 11:11, Michael Finn wrote:

> Would it make more sense to have Queues by department and handle request
> type differently? 
> 
> Is there a recommended "best practice"?

I always thought it make sense to match the queues to the people
who are watching them and handling the requests.  If the same
people handle obviously different request types or you anticipate
splitting the work later you might want additional queues.

-- 
  Les Mikesell
    les at futuresource.com




From ryan.hardester at ci.tracy.ca.us  Wed Feb  1 18:21:30 2006
From: ryan.hardester at ci.tracy.ca.us (Ryan Hardester)
Date: Wed, 1 Feb 2006 15:21:30 -0800
Subject: [rt-users] Avoiding the login screen
Message-ID: <C7C9E0533C7E6A49AB4586C392C9650064E25B@mail1.cot.pvt>

Is there a way to embed the users username and password into the links
the RT server sends out? Allowing for someone who doesn't know their
password to still click and get in. Or is there a better option out
there? I have been working with the AD integration, but have been less
than successful. 
 
--Ryan
 
Ryan Hardester
Information Systems Technician II
City Of Tracy
 
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From adessauer at cctus.com  Wed Feb  1 18:32:05 2006
From: adessauer at cctus.com (Audrey Dessauer)
Date: Wed, 1 Feb 2006 16:32:05 -0700
Subject: [rt-users] Creating scripts for Custom fields for RT to be used in
	conjunction with CVS
Message-ID: <JHENJJAEHNLCPHCCOEOHGEJICAAA.adessauer@cctus.com>


We are using RT version 3.2.2  WE are also using CVS for our version control
tool.  One of our custom fields is called
"Fixed in Build"  RT version 3.6 will have the capability of making custom
fields mandatory. Until that time, does any one have experience with a
script that can be used with RT and CVS to allow for an RT/CVS integration?
Thank you.

Audrey



From agabila at con.mdsnews.com  Wed Feb  1 20:18:26 2006
From: agabila at con.mdsnews.com (Anthony Gabila)
Date: Thu, 2 Feb 2006 12:18:26 +1100
Subject: [rt-users] SavedSearch.pm
In-Reply-To: <JHENJJAEHNLCPHCCOEOHGEJICAAA.adessauer@cctus.com>
Message-ID: <PJEIKCAAFDKMKEKBIPOFOEKECAAA.agabila@con.mdsnews.com>

Hi,

Can someone please tell me what this means?


Can't locate RT/SavedSearch.pm in @INC (@INC contains: lib
/usr/lib/perl5/5.8.6/i386-linux /usr/lib/perl5/5.8.6
/usr/lib/perl5/site_perl/5.8.6/i386-linux /usr/lib/perl5/site_perl/5.8.6
/usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.6/i386-linux
/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/5.8.2
/usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl .) at
SavedSearches.pm line 76.
BEGIN failed--compilation aborted at SavedSearches.pm line 76.
Compilation failed in require at lib/t/00smoke.t line 11.
 (lib/RT.pm:295)
1..56


Anthony G



From brendon at brendon.com  Wed Feb  1 20:40:54 2006
From: brendon at brendon.com (Brendon Baumgartner)
Date: Wed, 1 Feb 2006 17:40:54 -0800
Subject: [rt-users] RTx:: Statistics Debian/Ubuntu
In-Reply-To: <F8BF89DA16DEE647A2DDBA30E6F507A2453EFB@mail_server.gowithips.com>
Message-ID: <003601c62799$b571a000$1405050a@c6>

> -----Original Message-----
> From: Newman, Austin [mailto:anewman at gowithips.com]
> Sent: Tuesday, January 31, 2006 6:00 AM
> To: Brendon Baumgartner; rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] RTx:: Statistics Debian/Ubuntu
> 
> Brendon:
> 
> Any tips you could pass on to me would be great! Specifically, did you
> have to do anything "special" to get it running? Kelly went over quite a
> bit of things with me as far as installation goes, and it looked like
> everything was in order.
> 
> We're running RT 3.4.2, with Apache 2.0.54, Perl 5.8.7, and FCGI 0.67.
> And oh yeah, I think I mentioned I'm using Ubuntu Breezy Badger (5.10)
> as my O/S. From everything I've read, it should be very similar Debian.
> 
> Thanks!
> 
> -Austin

I just dropped the statistics package into the appropriate directory and it
worked. Magical.

Some package info from my debian install
libapache-mod-fastcgi                 2.4.2-7
libcgi-fast-perl                      5.8.7-7   
rt3.4-apache                          3.4.4-1
apache                                1.3.34-1
perl                                  5.8.7-10

-- 
 _BB



From kfh at mqsoftware.com  Wed Feb  1 20:53:56 2006
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Wed, 1 Feb 2006 19:53:56 -0600
Subject: [rt-users] RTx:: Statistics Debian/Ubuntu
Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD01901012@mailservermn.mqsoftware.com>


> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Brendon Baumgartner
> Sent: Wednesday, February 01, 2006 7:41 PM
> To: 'Newman, Austin'; rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] RTx:: Statistics Debian/Ubuntu
> 
> > -----Original Message-----
> > From: Newman, Austin [mailto:anewman at gowithips.com]
> > Sent: Tuesday, January 31, 2006 6:00 AM
> > To: Brendon Baumgartner; rt-users at lists.bestpractical.com
> > Subject: RE: [rt-users] RTx:: Statistics Debian/Ubuntu
> >
> > Brendon:
> >
> > Any tips you could pass on to me would be great! Specifically, did
you
> > have to do anything "special" to get it running? Kelly went over
quite a
> > bit of things with me as far as installation goes, and it looked
like
> > everything was in order.
> >
> > We're running RT 3.4.2, with Apache 2.0.54, Perl 5.8.7, and FCGI
0.67.
> > And oh yeah, I think I mentioned I'm using Ubuntu Breezy Badger
(5.10)
> > as my O/S. From everything I've read, it should be very similar
Debian.
> >
> > Thanks!
> >
> > -Austin
> 
> I just dropped the statistics package into the appropriate directory
and
> it
> worked. Magical.
> 
> Some package info from my debian install
> libapache-mod-fastcgi                 2.4.2-7
> libcgi-fast-perl                      5.8.7-7
> rt3.4-apache                          3.4.4-1
> apache                                1.3.34-1
> perl                                  5.8.7-10
> 
> --
>  _BB
> 

Hmm, what version of statistics do you have? What was "the appropriate
directory" for you?

-Kelly



From brendon at brendon.com  Wed Feb  1 21:05:32 2006
From: brendon at brendon.com (Brendon Baumgartner)
Date: Wed, 1 Feb 2006 18:05:32 -0800
Subject: [rt-users] RTx:: Statistics Debian/Ubuntu
In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD01901012@mailservermn.mqsoftware.com>
Message-ID: <005901c6279d$267e54c0$1405050a@c6>

> -----Original Message-----
> From: Kelly F. Hickel [mailto:kfh at mqsoftware.com]
> Sent: Wednesday, February 01, 2006 5:54 PM
> To: Brendon Baumgartner; Newman, Austin; rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] RTx:: Statistics Debian/Ubuntu
> 
> 
> > -----Original Message-----
> > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> > bounces at lists.bestpractical.com] On Behalf Of Brendon Baumgartner
> > Sent: Wednesday, February 01, 2006 7:41 PM
> > To: 'Newman, Austin'; rt-users at lists.bestpractical.com
> > Subject: RE: [rt-users] RTx:: Statistics Debian/Ubuntu
> >
> > > -----Original Message-----
> > > From: Newman, Austin [mailto:anewman at gowithips.com]
> > > Sent: Tuesday, January 31, 2006 6:00 AM
> > > To: Brendon Baumgartner; rt-users at lists.bestpractical.com
> > > Subject: RE: [rt-users] RTx:: Statistics Debian/Ubuntu
> > >
> > > Brendon:
> > >
> > > Any tips you could pass on to me would be great! Specifically, did
> you
> > > have to do anything "special" to get it running? Kelly went over
> quite a
> > > bit of things with me as far as installation goes, and it looked
> like
> > > everything was in order.
> > >
> > > We're running RT 3.4.2, with Apache 2.0.54, Perl 5.8.7, and FCGI
> 0.67.
> > > And oh yeah, I think I mentioned I'm using Ubuntu Breezy Badger
> (5.10)
> > > as my O/S. From everything I've read, it should be very similar
> Debian.
> > >
> > > Thanks!
> > >
> > > -Austin
> >
> > I just dropped the statistics package into the appropriate directory
> and
> > it
> > worked. Magical.
> >
> > Some package info from my debian install
> > libapache-mod-fastcgi                 2.4.2-7
> > libcgi-fast-perl                      5.8.7-7
> > rt3.4-apache                          3.4.4-1
> > apache                                1.3.34-1
> > perl                                  5.8.7-10
> >
> > --
> >  _BB
> >
> 
> Hmm, what version of statistics do you have? What was "the appropriate
> directory" for you?
> 
> -Kelly


Directory
/usr/local/share/request-tracker3.4/html/Statistics

/usr/local/share/request-tracker3.4/html/Statistics$ head -2 README
RT3 Statistics package
VERSION:0.1.6RC1

I think it is really 1.6 final, but the author forgot to update the README
when he released it.
-- 
 _BB



From kfh at mqsoftware.com  Wed Feb  1 21:37:55 2006
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Wed, 1 Feb 2006 20:37:55 -0600
Subject: [rt-users] RTx:: Statistics Debian/Ubuntu
Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD01901014@mailservermn.mqsoftware.com>

<snip>
> > > >
> > > > Brendon:
> > > >
> > > > Any tips you could pass on to me would be great! Specifically,
did
> > you
> > > > have to do anything "special" to get it running? Kelly went over
> > quite a
> > > > bit of things with me as far as installation goes, and it looked
> > like
> > > > everything was in order.
> > > >
> > > > We're running RT 3.4.2, with Apache 2.0.54, Perl 5.8.7, and FCGI
> > 0.67.
> > > > And oh yeah, I think I mentioned I'm using Ubuntu Breezy Badger
> > (5.10)
> > > > as my O/S. From everything I've read, it should be very similar
> > Debian.
> > > >
> > > > Thanks!
> > > >
> > > > -Austin
> > >
> > > I just dropped the statistics package into the appropriate
directory
> > and
> > > it
> > > worked. Magical.
> > >
> > > Some package info from my debian install
> > > libapache-mod-fastcgi                 2.4.2-7
> > > libcgi-fast-perl                      5.8.7-7
> > > rt3.4-apache                          3.4.4-1
> > > apache                                1.3.34-1
> > > perl                                  5.8.7-10
> > >
> > > --
> > >  _BB
> > >
> >
> > Hmm, what version of statistics do you have? What was "the
appropriate
> > directory" for you?
> >
> > -Kelly
> 
> 
> Directory
> /usr/local/share/request-tracker3.4/html/Statistics
> 
> /usr/local/share/request-tracker3.4/html/Statistics$ head -2 README
> RT3 Statistics package
> VERSION:0.1.6RC1
> 
> I think it is really 1.6 final, but the author forgot to update the
README
> when he released it.
> --
>  _BB

Yes, I did, but this is also before the conversion to RTx, so doesn't
clear up all the issues....

Thanks,
Kelly



From supadupa at gmail.com  Wed Feb  1 21:47:41 2006
From: supadupa at gmail.com (Scott Edwards)
Date: Wed, 1 Feb 2006 19:47:41 -0700
Subject: [rt-users] Using different Organization based on Queue
Message-ID: <a53adc460602011847i77f1e3e4y38cf40e3fbe48bb7@mail.gmail.com>

Is there anyway, and how do I, customize the Organization based on the
Queue?  Eg, if I have an email sent to support at company1.example.com vs
support at company2.example.com, they can use distinct replies for the
Organization.

Awesome product btw.  RT saves my can on a daily basis.

Thanks,


Scott Edwards
-- Daxal Communications - http://www.daxal.com/?from=rt


From mikko.lipasti at polarcom.fi  Thu Feb  2 01:40:12 2006
From: mikko.lipasti at polarcom.fi (Mikko Lipasti)
Date: Thu, 02 Feb 2006 08:40:12 +0200
Subject: [rt-users] CustomField to both Users and Tickets?
Message-ID: <1138862412.5900.20.camel@fermi.polarcom.lan>

Hello list,

I'd like to configure users CustomerId CustomField, and On Create
automatically assign ticket's CustomerId CustomField accordingly. Is
this doable? With only one CustomField? I can't get RT 3.4.1 to apply
the same CF to both Users and Tickets..

-- 
Mikko Lipasti
Polarcom Consulting Oy



From lee.goddard at easa.eu.int  Thu Feb  2 04:01:45 2006
From: lee.goddard at easa.eu.int (Goddard Lee)
Date: Thu, 2 Feb 2006 10:01:45 +0100
Subject: [rt-users] Due Date: tomorrow bug?
Message-ID: <5E47282BEBB9CE4D9D2FF205A1E0BB8801846860@bleriot.easa.local>

In RT 345, I changed the due date to "tomorrow" and was told the change was:
2006-03-01 15:16:48 CET to 2006-02-03 09:43:02 CET 

>From rt.log:
[Thu Feb  2 08:43:52 2006] [debug]: RT::Date used date::parse to make tomorrow 1138956232

Looks like it is actually using Time::ParseDate::parsedate, which seems to return 1, as expected....				

Lee Goddard
Consultant Internet Application Analysis/Development
European Aviation Safety Agency
Administrative Directorate

E: Lee.Goddard at EASA.EU.int 
T: +49 221 89990 3221
F: +49 221 89990 3721
W: www.easa.eu.int
:: Ottoplat 1, D-50679 K?ln, Germany


From chris at filmlight.ltd.uk  Thu Feb  2 06:13:20 2006
From: chris at filmlight.ltd.uk (Chris Hall)
Date: Thu, 02 Feb 2006 11:13:20 +0000
Subject: [rt-users] fc4 install - no message recipients
Message-ID: <43E1E950.8020501@filmlight.ltd.uk>

Hello,

I've installed rt-3.4.5 on fedora core 4. The web interface is up, but 
no email is sent. What is strange is that clicking reply to a ticket, 
the web page lists:

This message will be sent to...
(Check boxes to disable notifications to the listed recipients)

Messages about this ticket will not be sent to...
(Check boxes to enable notifications to the listed recipients)

... i.e. no recipients are listed, even though there is a requestor, cc 
and admin cc.

Is this an issue with the scrips,
-- 
____________________
Chris Hall
FilmLight Ltd
14-15 Manette St
London W1D 4AP
+44 (0)20 7292 0400


From chris at filmlight.ltd.uk  Thu Feb  2 06:48:07 2006
From: chris at filmlight.ltd.uk (Chris Hall)
Date: Thu, 02 Feb 2006 11:48:07 +0000
Subject: [rt-users] Re: fc4 install - no message recipients
In-Reply-To: <43E1E950.8020501@filmlight.ltd.uk>
References: <43E1E950.8020501@filmlight.ltd.uk>
Message-ID: <43E1F177.6050002@filmlight.ltd.uk>

To answer myself:

A manual install of /Scalar-List-Utils-1.18/ seems to have fixed it.

I wonder if more perl modules are missing :/

Chris Hall wrote:
> Hello,
> 
> I've installed rt-3.4.5 on fedora core 4. The web interface is up, but 
> no email is sent. What is strange is that clicking reply to a ticket, 
> the web page lists:
> 
> This message will be sent to...
> (Check boxes to disable notifications to the listed recipients)
> 
> Messages about this ticket will not be sent to...
> (Check boxes to enable notifications to the listed recipients)
> 
> ... i.e. no recipients are listed, even though there is a requestor, cc 
> and admin cc.
> 
> Is this an issue with the scrips,

-- 
____________________
Chris Hall
FilmLight Ltd
14-15 Manette St
London W1D 4AP
+44 (0)20 7292 0400


From sturner at MIT.EDU  Thu Feb  2 10:17:30 2006
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 02 Feb 2006 10:17:30 -0500
Subject: [rt-users] SavedSearch.pm
In-Reply-To: <PJEIKCAAFDKMKEKBIPOFOEKECAAA.agabila@con.mdsnews.com>
References: <JHENJJAEHNLCPHCCOEOHGEJICAAA.adessauer@cctus.com>
	<PJEIKCAAFDKMKEKBIPOFOEKECAAA.agabila@con.mdsnews.com>
Message-ID: <6.2.1.2.2.20060202101355.035ccbb0@po14.mit.edu>

At Wednesday 2/1/2006 08:18 PM, Anthony Gabila wrote:
>Hi,
>
>Can someone please tell me what this means?
>
>
>Can't locate RT/SavedSearch.pm in @INC (@INC contains: lib
>/usr/lib/perl5/5.8.6/i386-linux /usr/lib/perl5/5.8.6
>/usr/lib/perl5/site_perl/5.8.6/i386-linux /usr/lib/perl5/site_perl/5.8.6
>/usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.6/i386-linux
>/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/5.8.2
>/usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl .) at
>SavedSearches.pm line 76.
>BEGIN failed--compilation aborted at SavedSearches.pm line 76.
>Compilation failed in require at lib/t/00smoke.t line 11.
>  (lib/RT.pm:295)
>1..56

Hello Anthony,

It means that Perl can't find the file RT/SavedSearch.pm - it looks in the 
locations defined in the @INC list. What were you doing when you saw this 
error?

Steve 



From chrisboothroyd at trentu.ca  Thu Feb  2 10:43:49 2006
From: chrisboothroyd at trentu.ca (Chris Boothroyd)
Date: Thu, 02 Feb 2006 10:43:49 -0500
Subject: [rt-users] Contribution: "Side by Side" Ticket Screen
Message-ID: <s3e1e28a.031@trentmail.trentu.ca>

Thanks so much for that addition - it a real enhancement to the functionality of the interface.
I think that our users basically will only need to see the ticket display information or this update screen.
Has anyone had any experience working with the left side menubar?
Under the ticket number I'd like to have it only display an update option - that takes them to this side by side presentation. 
Any advice would be appreciated,



Chris Boothroyd
Technical Support 
Trent University
(705) 748-1011 x7066

>>> Stephen Turner <sturner at MIT.EDU> 31/01/2006 11:10 am >>>
We've had several requests to share the code for our "Side by Side" ticket 
screen, that enables ticket updates while viewing the ticket history. For 
those interested, I've posted something on the wiki that should serve as a 
guide to making a similar page.

http://wiki.bestpractical.com/index.cgi?SideBySideTicketScreen 

Steve

_______________________________________________
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Be sure to check out the RT Wiki at http://wiki.bestpractical.com 

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WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
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From Bill at explosivo.com  Thu Feb  2 14:14:08 2006
From: Bill at explosivo.com (Bill)
Date: Thu, 2 Feb 2006 14:14:08 -0500
Subject: [rt-users] Contribution: "Side by Side" Ticket Screen
In-Reply-To: <6.2.1.2.2.20060131110730.0361d2b0@po14.mit.edu>
References: <6.2.1.2.2.20060131110730.0361d2b0@po14.mit.edu>
Message-ID: <20060202141408.66f751d4.Bill@explosivo.com>


On Tue, 31 Jan 2006 11:10:51 -0500
Stephen Turner <sturner at MIT.EDU> spake:

> We've had several requests to share the code for our "Side by Side" ticket 
> screen, that enables ticket updates while viewing the ticket history. For 
> those interested, I've posted something on the wiki that should serve as a 
> guide to making a similar page.
> 
> http://wiki.bestpractical.com/index.cgi?SideBySideTicketScreen
> 
> Steve

That IS nice!!

Thanks!

-- 

Bill Chmura
Director of Internet Technology
Explosivo ITG
Wolcott, CT

p: 860.621.8693
e: bill at Explosivo.com
w. http://www.explosivo.com


From joby at u.washington.edu  Thu Feb  2 14:27:07 2006
From: joby at u.washington.edu (Joby Walker)
Date: Thu, 02 Feb 2006 11:27:07 -0800
Subject: [rt-users] CustomField to both Users and Tickets?
In-Reply-To: <1138862412.5900.20.camel@fermi.polarcom.lan>
References: <1138862412.5900.20.camel@fermi.polarcom.lan>
Message-ID: <43E25D0B.8080804@u.washington.edu>

You will need to have two custom fields, and then have a scrip that
fires on create that takes the value from the requestor's CF and assigns
it to the ticket's CF.

Joby Walker
C&C SSG, University of Washington


Mikko Lipasti wrote:
> Hello list,
> 
> I'd like to configure users CustomerId CustomField, and On Create
> automatically assign ticket's CustomerId CustomField accordingly. Is
> this doable? With only one CustomField? I can't get RT 3.4.1 to apply
> the same CF to both Users and Tickets..
> 


From jjesse at ftpb.com  Thu Feb  2 15:03:37 2006
From: jjesse at ftpb.com (Jonathan Jesse)
Date: Thu, 2 Feb 2006 15:03:37 -0500
Subject: [rt-users] Problem w/ RT and using Active Directory
Message-ID: <A54229E93E23F34CB267F60E2E39D4FD014D6425@mail1.founderstrust.net>

I'm follow the notes on http://blank.org/memory/output/rt-ad-sso.html,
and am getting an error. I am prompted for Username and password, and am
trying to use the username/password I created in RT before adding Active
Directory integration.  Upon connecting IE prompts me to download a file
which looks like:

 

#!/usr/bin/perl # BEGIN BPS TAGGED BLOCK {{{ # # COPYRIGHT: # # This
software is Copyright (c) 1996-2005 Best Practical Solutions, LLC # # #
(Except where explicitly superseded by other copyright notices) # # #
LICENSE: # # This work is made available to you under the terms of
Version 2 of # the GNU General Public License. A copy of that license
should have # been provided with this software, but in any event can be
snarfed # from www.gnu.org. # # This work is distributed in the hope
that it will be useful, but # WITHOUT ANY WARRANTY; without even the
implied warranty of # MERCHANTABILITY or FITNESS FOR A PARTICULAR
PURPOSE. See the GNU # General Public License for more details. # # You
should have received a copy of the GNU General Public License # along
with this program; if not, write to the Free Software # Foundation,
Inc., 675 Mass Ave, Cambridge, MA 02139, USA. # # # CONTRIBUTION
SUBMISSION POLICY: # # (The following paragraph is not intended to limit
the rights granted # to you to modify and distribute this software under
the terms of # the GNU General Public License and is only of importance
to you if # you choose to contribute your changes and enhancements to
the # community by submitting them to Best Practical Solutions, LLC.) #
# By intentionally submitting any modifications, corrections or #
derivatives to this work, or any other work intended for use with #
Request Tracker, to Best Practical Solutions, LLC, you confirm that #
you are the copyright holder for those contributions and you grant #
Best Practical Solutions, LLC a nonexclusive, worldwide, irrevocable, #
royalty-free, perpetual, license to use, copy, create derivative # works
based on those contributions, and sublicense and distribute # those
contributions and any derivatives thereof. # # END BPS TAGGED BLOCK }}}
package RT::Mason; use strict; use vars '$Handler'; use File::Basename;
require ('/usr/share/request-tracker3.4/libexec/webmux.pl'); # Enter
CGI::Fast mode, which should also work as a vanilla CGI script. require
CGI::Fast; RT::Init(); while ( my $cgi = CGI::Fast->new ) { # the whole
point of fastcgi requires the env to get reset here.. # So we must
squash it again $ENV{'PATH'} = '/bin:/usr/bin'; $ENV{'CDPATH'} = '' if
defined $ENV{'CDPATH'}; $ENV{'SHELL'} = '/bin/sh' if defined
$ENV{'SHELL'}; $ENV{'ENV'} = '' if defined $ENV{'ENV'}; $ENV{'IFS'} = ''
if defined $ENV{'IFS'}; Module::Refresh->refresh if $RT::DevelMode;
RT::ConnectToDatabase(); if ( ( !$Handler->interp->comp_exists(
$cgi->path_info ) ) && ( $Handler->interp->comp_exists( $cgi->path_info
. "/index.html" ) ) ) { $cgi->path_info( $cgi->path_info . "/index.html"
); } eval { $Handler->handle_cgi_object($cgi); }; if ($@) {
$RT::Logger->crit($@); } RT::Interface::Web::Handler->CleanupRequest();
} 1;

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From jjesse at ftpb.com  Thu Feb  2 15:13:04 2006
From: jjesse at ftpb.com (Jonathan Jesse)
Date: Thu, 2 Feb 2006 15:13:04 -0500
Subject: [rt-users] Problem w/ RT and using Active Directory
Message-ID: <A54229E93E23F34CB267F60E2E39D4FD014D642A@mail1.founderstrust.net>

More information, Debian stable, installed RT through apt-get install
request-tracker3.4.

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jonathan
Jesse
Sent: Thursday, February 02, 2006 3:04 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Problem w/ RT and using Active Directory

 

I'm follow the notes on http://blank.org/memory/output/rt-ad-sso.html,
and am getting an error. I am prompted for Username and password, and am
trying to use the username/password I created in RT before adding Active
Directory integration.  Upon connecting IE prompts me to download a file
which looks like:

 

#!/usr/bin/perl # BEGIN BPS TAGGED BLOCK {{{ # # COPYRIGHT: # # This
software is Copyright (c) 1996-2005 Best Practical Solutions, LLC # # #
(Except where explicitly superseded by other copyright notices) # # #
LICENSE: # # This work is made available to you under the terms of
Version 2 of # the GNU General Public License. A copy of that license
should have # been provided with this software, but in any event can be
snarfed # from www.gnu.org. # # This work is distributed in the hope
that it will be useful, but # WITHOUT ANY WARRANTY; without even the
implied warranty of # MERCHANTABILITY or FITNESS FOR A PARTICULAR
PURPOSE. See the GNU # General Public License for more details. # # You
should have received a copy of the GNU General Public License # along
with this program; if not, write to the Free Software # Foundation,
Inc., 675 Mass Ave, Cambridge, MA 02139, USA. # # # CONTRIBUTION
SUBMISSION POLICY: # # (The following paragraph is not intended to limit
the rights granted # to you to modify and distribute this software under
the terms of # the GNU General Public License and is only of importance
to you if # you choose to contribute your changes and enhancements to
the # community by submitting them to Best Practical Solutions, LLC.) #
# By intentionally submitting any modifications, corrections or #
derivatives to this work, or any other work intended for use with #
Request Tracker, to Best Practical Solutions, LLC, you confirm that #
you are the copyright holder for those contributions and you grant #
Best Practical Solutions, LLC a nonexclusive, worldwide, irrevocable, #
royalty-free, perpetual, license to use, copy, create derivative # works
based on those contributions, and sublicense and distribute # those
contributions and any derivatives thereof. # # END BPS TAGGED BLOCK }}}
package RT::Mason; use strict; use vars '$Handler'; use File::Basename;
require ('/usr/share/request-tracker3.4/libexec/webmux.pl'); # Enter
CGI::Fast mode, which should also work as a vanilla CGI script. require
CGI::Fast; RT::Init(); while ( my $cgi = CGI::Fast->new ) { # the whole
point of fastcgi requires the env to get reset here.. # So we must
squash it again $ENV{'PATH'} = '/bin:/usr/bin'; $ENV{'CDPATH'} = '' if
defined $ENV{'CDPATH'}; $ENV{'SHELL'} = '/bin/sh' if defined
$ENV{'SHELL'}; $ENV{'ENV'} = '' if defined $ENV{'ENV'}; $ENV{'IFS'} = ''
if defined $ENV{'IFS'}; Module::Refresh->refresh if $RT::DevelMode;
RT::ConnectToDatabase(); if ( ( !$Handler->interp->comp_exists(
$cgi->path_info ) ) && ( $Handler->interp->comp_exists( $cgi->path_info
. "/index.html" ) ) ) { $cgi->path_info( $cgi->path_info . "/index.html"
); } eval { $Handler->handle_cgi_object($cgi); }; if ($@) {
$RT::Logger->crit($@); } RT::Interface::Web::Handler->CleanupRequest();
} 1;

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From jkaufman at footlocker.com  Thu Feb  2 15:46:09 2006
From: jkaufman at footlocker.com (jkaufman at footlocker.com)
Date: Thu, 2 Feb 2006 14:46:09 -0600
Subject: [rt-users] Scalar::Util::Weak Problem
Message-ID: <OFD6BCDE18.D73636A5-ON86257109.007165B0-86257109.0071B680@woolworth.com>

Hello all,

I am once again attempting (unsuccessfully at the moment) to get RT 3.5.7 
installed on AIX. I'm compiling everything from scratch on an AIX v5.2 
machine using IBM Vac 7.x.

I've compiled Perl v5.8.7 using the following Configure:

sh Configure -des -Dusenm -Dprefix=/sftw/perl  -Duseithreads 
-Dusemultiplicity -Duseperlio \
-Duselargefiles -Dd_sigaction -Dlibpth='/lib /usr/lib /usr/ccs/lib' \
-Dlibs='-lbind -lnsl -ldbm -ldb -ldl -lld -lm -lcrypt -lpthreads -lc -lbsd 
-lPW' \
-Dccflags='-q32 -D_LARGE_FILES -qlonglong' -Dlddlflags='-bM:SRE -lc_r' 
-Dldflags='-b32'

I "borrowed" the ccflags/lddlflags/ldflags/libs from the compile flags 
used on the perl that ships with Aix v5.2 BTW.


I've gotten a number of the perl modules to install, but the Weaken part 
of Scalar::Util doesn't want to compile, and that's causing other modules 
to barf during their tests.  I can only assume that this is an important 
part of Scalar::Util and I should try to figure out why it's not 
working...I don't have a clue, so I'm hoping someone else on the list 
knows...

Here is the output during the installation of Scalar::Util

[root at mlwitt30]:[/home/root/.cpan/build/Scalar-List-Utils-1.18] > perl 
Makefile.PL
Checking if your kit is complete...
Looks good
Writing Makefile for List::Util
[root at mlwitt30]:[/home/root/.cpan/build/Scalar-List-Utils-1.18] > make
cp lib/List/Util.pm blib/lib/List/Util.pm
cp lib/Scalar/Util.pm blib/lib/Scalar/Util.pm
/usr/bin/perl -Iinc -e 'use ExtUtils::Mksymlists; \
Mksymlists("NAME" => "List::Util", "DL_FUNCS" => {  }, "FUNCLIST" => [], 
"DL_VARS" => []);'
/usr/bin/perl -Iinc /sftw/perl/lib/5.8.7/ExtUtils/xsubpp  -typemap 
/sftw/perl/lib/5.8.7/ExtUtils/typemap  Util.xs > Util.xsc && mv Util.xsc 
Util.c
cc_r -c   -q32 -D_LARGE_FILES -qlonglong -D_ALL_SOURCE -D_ANSI_C_SOURCE 
-D_POSIX_SOURCE -qmaxmem=-1 -qnoansialias -DUSE_NATIVE_DLOPEN 
-DNEED_PTHREAD_INIT -I/usr/local/include -q32 -D_LARGE_FILES -qlonglong -O 
  -DVERSION=\"1.18\" -DXS_VERSION=\"1.18\" 
"-I/sftw/perl/lib/5.8.7/aix-thread-multi/CORE"  -DPERL_EXT Util.c
Running Mkbootstrap for List::Util ()
chmod 644 Util.bs
rm -f blib/arch/auto/List/Util/Util.so
ld  -bM:SRE -lc_r -bhalt:4 -bexpall -G -bnoentry -lpthreads -lc Util.o  -o 
blib/arch/auto/List/Util/Util.so     \
        \

chmod 755 blib/arch/auto/List/Util/Util.so
cp Util.bs blib/arch/auto/List/Util/Util.bs
chmod 644 blib/arch/auto/List/Util/Util.bs
Manifying blib/man3/List::Util.3
Manifying blib/man3/Scalar::Util.3
[root at mlwitt30]:[/home/root/.cpan/build/Scalar-List-Utils-1.18] > make 
test
PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e" 
"test_harness(0, 'inc', 'blib/lib', 'blib/arch')" t/*.t
t/00version.....ok
t/blessed.......ok
t/dualvar.......skipped
        all skipped: dualvar requires XS version
t/first.........ok
        2/17 skipped: Poor man's MULTICALL can't cope
t/isvstring.....skipped
        all skipped: isvstring requires XS version
t/lln...........ok
t/max...........ok
t/maxstr........ok
t/min...........ok
t/minstr........ok
t/openhan.......ok
t/p_blessed.....ok
t/p_first.......ok
t/p_lln.........ok
t/p_max.........ok
t/p_maxstr......ok
t/p_min.........ok
t/p_minstr......ok
t/p_openhan.....ok
t/p_readonly....ok
t/p_reduce......ok
t/p_refaddr.....ok
t/p_reftype.....ok
t/p_shuffle.....ok
t/p_sum.........ok
t/p_tainted.....ok
t/proto.........skipped
        all skipped: set_prototype requires XS version
t/readonly......ok
t/reduce........ok
        2/23 skipped: Poor man's MULTICALL can't cope
t/refaddr.......ok
t/reftype.......ok
t/shuffle.......ok
t/sum...........ok
t/tainted.......ok
t/weak..........skipped
        all skipped: weaken requires XS version
All tests successful, 4 tests and 4 subtests skipped.
Files=35, Tests=327,  5 wallclock secs ( 2.62 cusr +  2.13 csys =  4.75 
CPU)


As you can see, Weak complains about needing the XS version...What's an XS 
version? in the hopes of shotguning a fix I updated ExtUtils::MakeMaker, 
ExtUtils::Cbuilder, XSLoader, Params::Validate...All to no avail. 

Any ideas?

Jonathan Kaufman

Foot Locker Corporate Services, Inc.



Visit us on-line at footlocker.com. 

The information in this e-mail, and any attachment therein, is 
confidential and for use by the addressee only. If you are not the 
intended recipient, please return the e-mail to the sender and delete it 
from your computer. Although the Company attempts to sweep e-mail and 
attachments for viruses, it does not guarantee that either are virus-free 
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From alex at rnp.br  Thu Feb  2 16:00:55 2006
From: alex at rnp.br (Alex Moura)
Date: Thu, 02 Feb 2006 19:00:55 -0200
Subject: [rt-users] RT 3.0.12 and Mason >= 1.30
Message-ID: <43E27307.5000102@rnp.br>

Hello,

Any chances that I'll be able to run a RT 3.0.12 with mason-1.32, given [1]?
It's a new lab install to upgrade the system to latest RT version.

Best regards,

Alex

Ref.:
[1] http://marc.theaimsgroup.com/?l=rt-users&m=112437972905790&w=2




From jesse at bestpractical.com  Thu Feb  2 16:10:10 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 2 Feb 2006 16:10:10 -0500
Subject: [rt-users] RT 3.0.12 and Mason >= 1.30
In-Reply-To: <43E27307.5000102@rnp.br>
References: <43E27307.5000102@rnp.br>
Message-ID: <20060202211010.GO4283@bestpractical.com>




On Thu, Feb 02, 2006 at 07:00:55PM -0200, Alex Moura wrote:
> Hello,
> 
> Any chances that I'll be able to run a RT 3.0.12 with mason-1.32, given [1]?
> It's a new lab install to upgrade the system to latest RT version.

It's certainly possible to port backthe changes. RT 3.0 is very much in
a "paid or security fixes only" mode, but you could also
either deploy an older mason or upgrade RT ;)
> 
> Best regards,
> 
> Alex
> 
> Ref.:
> [1] http://marc.theaimsgroup.com/?l=rt-users&m=112437972905790&w=2
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at 
> http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at 
> http://bestpractical.com/services/training.html
> 

-- 


From napier at napiersys.bc.ca  Thu Feb  2 18:28:36 2006
From: napier at napiersys.bc.ca (Duncan Napier)
Date: Thu, 2 Feb 2006 15:28:36 -0800 (PST)
Subject: [rt-users] WebNoAuthRegex - what is this? 
Message-ID: <Pine.LNX.4.44.0602021528150.2069-100000@athens.ACTinc.bc.ca>

Hello,

I am having a problem with deploying RT on a Web-based authentication 
system that appends a ticket string

"?ticket=xxxxxxx"

to every URL that lies below the rt-doc root (ie the one that has the 
.htaccess restriction). I see 

"WebNoAuthRegex - What portion of RT's URLspace should not require
authentication." and wonder if that can fix it. I only need RT users to 
authenticate to my RT home page (index.html). How do you specify the 
non-authenticated URL space?

Here are the details:

I successfully have deployed RT 3.4.5-1 on Fedora Core
kernel-smp-2.6.14-1.1656_FC4 running with Apache 2.0.54/55, MySQL
4.1.16-1, PHP 5.1.2, mod_perl-2.0.2 and it works great.

I set up and tested Apache Basic authentication (ie .htpasswd/password 
file, AuthMySQLEnable off) and setting

Set($WebExternalAuth , '1');
Set($WebFallbackToInternalAuth , 'true');
Set($WebExternalAuto , '1');

in RT_SiteConfig.pm. Again, RT works as expected.

The university campus on which I work deploys Central Authentication
Service (CAS) a web-based, single-sign on authentication/authorization
system originally developed at Yale University:

http://www.ja-sig.org/wiki/display/CAS/Home

Users can authenticate and log on correctly (letting users use their 
University computing services account login/password). I can browse RT 
correctly, but whenever I try to make any  changes, I get errors like

RTWeb: Unable to load queue ''
RTWeb: Unable to load user ''

etc ('' is a null string). I believe the URL ticket appending on the URL 
is  messing up transactions on the system. I've compared full logs of 
MySQL with CAS turned on and Basic authentication turned on, and can see 
differences in the way queries are run. For example, the transactions 
run under CAS never do an autocommit. I'm pretty sure it is the 
"?ticket=xxxx" string at the end that is causing the problem. Can anyone 
suggest a fix otherwise?

			Regards,

			Duncan.  






From flatten at ecs.umass.edu  Thu Feb  2 18:30:32 2006
From: flatten at ecs.umass.edu (Davin Flatten)
Date: Thu, 02 Feb 2006 18:30:32 -0500
Subject: [rt-users] Stripping email history from reply mail body
Message-ID: <43E29618.8060609@ecs.umass.edu>

I don't know if this is possible or not, but has anyone figured out how 
to strip out the original message body from reply messages.  What is 
happening to us is when a ticket is a longer job each reply from our 
users contains the original message sent to them.  If I don't strip this 
by hand each new correspondence grows larger and the ticket history 
becomes really difficult to read.  Do you think I could safely regex the 
mail body in a scrip?  Maybe get rid of lines starting with '>'?

Anyone have a solution already short of educating our users?

Thanks!
Davin Flatten


From purp at acm.org  Thu Feb  2 19:43:07 2006
From: purp at acm.org (Jim Meyer)
Date: Thu, 02 Feb 2006 16:43:07 -0800
Subject: [rt-users] changing status via e-mail
In-Reply-To: <002201c626e6$bf8d4d40$6401a8c0@dmmobile>
References: <002201c626e6$bf8d4d40$6401a8c0@dmmobile>
Message-ID: <1138927387.20532.1.camel@zodiac.pdi.com>

Hello!

On Tue, 2006-01-31 at 20:19 -0800, Duncan Morgan wrote:
> Can someone tell me how to change the status of an RT ticket (i.e. -
> new,open,resolved etc..) via e-mail or point me in the right direction in
> the manuals? I have been unable to find anything.

http://wiki.bestpractical.com/index.cgi?SetTicketPropertiesViaMail

Works fairly well but must be extended for any properties you want to
set. Example includes Set-Status.

Cheers!

--j





From Bill at explosivo.com  Thu Feb  2 21:11:02 2006
From: Bill at explosivo.com (Bill)
Date: Thu, 2 Feb 2006 21:11:02 -0500
Subject: [rt-users] Stripping email history from reply mail body
In-Reply-To: <43E29618.8060609@ecs.umass.edu>
References: <43E29618.8060609@ecs.umass.edu>
Message-ID: <20060202211102.6beb6c03.Bill@explosivo.com>

On Thu, 02 Feb 2006 18:30:32 -0500
Davin Flatten <flatten at ecs.umass.edu> spake:

> I don't know if this is possible or not, but has anyone figured out how 
> to strip out the original message body from reply messages.  What is 
> happening to us is when a ticket is a longer job each reply from our 
> users contains the original message sent to them.  If I don't strip this 
> by hand each new correspondence grows larger and the ticket history 
> becomes really difficult to read.  Do you think I could safely regex the 
> mail body in a scrip?  Maybe get rid of lines starting with '>'?
> 
> Anyone have a solution already short of educating our users?
> 
> Thanks!
> Davin Flatten

I've been wondering this same thing.  In my wonderings though I've
thought of a few times that it would be a problem.  Mostly with people
who insert answers throughout the reply.  If you stripped it out
automatically you'd lose the context of the answers.

A cool feature would be an option to "Clean up this message" or
something.  I know PERL, but have little insight into RT, and my
proportion of available time versus desire for this feature factored by
the initial learning curve is not correct yet.

-- 

Bill Chmura
Director of Internet Technology
Explosivo ITG
Wolcott, CT

p: 860.621.8693
e: bill at Explosivo.com
w. http://www.explosivo.com


From mnichols at wayport.net  Thu Feb  2 22:06:49 2006
From: mnichols at wayport.net (Matt Nichols)
Date: Thu, 2 Feb 2006 21:06:49 -0600
Subject: [rt-users] AutoRedirectToSelfService
Message-ID: <52AD365BD79BA048B359E3F4411D45150CD165E2@exchange01.wayad.corp.wayport.net>

http://wiki.bestpractical.com/index.cgi?AutoRedirectToSelfService

 

Has anyone managed to get this working under RT 3.4.x? I'm not sure
which version this was designed for but after adding this code to
html/index.html this seems to have no effect. A user (who does not have
the OwnTicket right) is not being redirected to SelfService
automatically when logging in. 

 

Thanks.

 

-Matt

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From chris at filmlight.ltd.uk  Fri Feb  3 06:58:53 2006
From: chris at filmlight.ltd.uk (Chris Hall)
Date: Fri, 03 Feb 2006 11:58:53 +0000
Subject: [rt-users] Scalar::Util::Weak Problem
In-Reply-To: <OFD6BCDE18.D73636A5-ON86257109.007165B0-86257109.0071B680@woolworth.com>
References: <OFD6BCDE18.D73636A5-ON86257109.007165B0-86257109.0071B680@woolworth.com>
Message-ID: <43E3457D.7030505@filmlight.ltd.uk>

If you 'install XS' it will download PDL-1.99989 for some reason. 
Install that, then install scalar-utils again. That seemed to work for me.

- Chris

jkaufman at footlocker.com wrote:
> Hello all,
> 
> I am once again attempting (unsuccessfully at the moment) to get RT 3.5.7 
> installed on AIX. I'm compiling everything from scratch on an AIX v5.2 
> machine using IBM Vac 7.x.
> 
> I've compiled Perl v5.8.7 using the following Configure:
> 
> sh Configure -des -Dusenm -Dprefix=/sftw/perl  -Duseithreads 
> -Dusemultiplicity -Duseperlio \
> -Duselargefiles -Dd_sigaction -Dlibpth='/lib /usr/lib /usr/ccs/lib' \
> -Dlibs='-lbind -lnsl -ldbm -ldb -ldl -lld -lm -lcrypt -lpthreads -lc -lbsd 
> -lPW' \
> -Dccflags='-q32 -D_LARGE_FILES -qlonglong' -Dlddlflags='-bM:SRE -lc_r' 
> -Dldflags='-b32'
> 
> I "borrowed" the ccflags/lddlflags/ldflags/libs from the compile flags 
> used on the perl that ships with Aix v5.2 BTW.
> 
> 
> I've gotten a number of the perl modules to install, but the Weaken part 
> of Scalar::Util doesn't want to compile, and that's causing other modules 
> to barf during their tests.  I can only assume that this is an important 
> part of Scalar::Util and I should try to figure out why it's not 
> working...I don't have a clue, so I'm hoping someone else on the list 
> knows...
> 
> Here is the output during the installation of Scalar::Util
> 
> [root at mlwitt30]:[/home/root/.cpan/build/Scalar-List-Utils-1.18] > perl 
> Makefile.PL
> Checking if your kit is complete...
> Looks good
> Writing Makefile for List::Util
> [root at mlwitt30]:[/home/root/.cpan/build/Scalar-List-Utils-1.18] > make
> cp lib/List/Util.pm blib/lib/List/Util.pm
> cp lib/Scalar/Util.pm blib/lib/Scalar/Util.pm
> /usr/bin/perl -Iinc -e 'use ExtUtils::Mksymlists; \
> Mksymlists("NAME" => "List::Util", "DL_FUNCS" => {  }, "FUNCLIST" => [], 
> "DL_VARS" => []);'
> /usr/bin/perl -Iinc /sftw/perl/lib/5.8.7/ExtUtils/xsubpp  -typemap 
> /sftw/perl/lib/5.8.7/ExtUtils/typemap  Util.xs > Util.xsc && mv Util.xsc 
> Util.c
> cc_r -c   -q32 -D_LARGE_FILES -qlonglong -D_ALL_SOURCE -D_ANSI_C_SOURCE 
> -D_POSIX_SOURCE -qmaxmem=-1 -qnoansialias -DUSE_NATIVE_DLOPEN 
> -DNEED_PTHREAD_INIT -I/usr/local/include -q32 -D_LARGE_FILES -qlonglong -O 
>   -DVERSION=\"1.18\" -DXS_VERSION=\"1.18\" 
> "-I/sftw/perl/lib/5.8.7/aix-thread-multi/CORE"  -DPERL_EXT Util.c
> Running Mkbootstrap for List::Util ()
> chmod 644 Util.bs
> rm -f blib/arch/auto/List/Util/Util.so
> ld  -bM:SRE -lc_r -bhalt:4 -bexpall -G -bnoentry -lpthreads -lc Util.o  -o 
> blib/arch/auto/List/Util/Util.so     \
>         \
> 
> chmod 755 blib/arch/auto/List/Util/Util.so
> cp Util.bs blib/arch/auto/List/Util/Util.bs
> chmod 644 blib/arch/auto/List/Util/Util.bs
> Manifying blib/man3/List::Util.3
> Manifying blib/man3/Scalar::Util.3
> [root at mlwitt30]:[/home/root/.cpan/build/Scalar-List-Utils-1.18] > make 
> test
> PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e" 
> "test_harness(0, 'inc', 'blib/lib', 'blib/arch')" t/*.t
> t/00version.....ok
> t/blessed.......ok
> t/dualvar.......skipped
>         all skipped: dualvar requires XS version
> t/first.........ok
>         2/17 skipped: Poor man's MULTICALL can't cope
> t/isvstring.....skipped
>         all skipped: isvstring requires XS version
> t/lln...........ok
> t/max...........ok
> t/maxstr........ok
> t/min...........ok
> t/minstr........ok
> t/openhan.......ok
> t/p_blessed.....ok
> t/p_first.......ok
> t/p_lln.........ok
> t/p_max.........ok
> t/p_maxstr......ok
> t/p_min.........ok
> t/p_minstr......ok
> t/p_openhan.....ok
> t/p_readonly....ok
> t/p_reduce......ok
> t/p_refaddr.....ok
> t/p_reftype.....ok
> t/p_shuffle.....ok
> t/p_sum.........ok
> t/p_tainted.....ok
> t/proto.........skipped
>         all skipped: set_prototype requires XS version
> t/readonly......ok
> t/reduce........ok
>         2/23 skipped: Poor man's MULTICALL can't cope
> t/refaddr.......ok
> t/reftype.......ok
> t/shuffle.......ok
> t/sum...........ok
> t/tainted.......ok
> t/weak..........skipped
>         all skipped: weaken requires XS version
> All tests successful, 4 tests and 4 subtests skipped.
> Files=35, Tests=327,  5 wallclock secs ( 2.62 cusr +  2.13 csys =  4.75 
> CPU)
> 
> 
> As you can see, Weak complains about needing the XS version...What's an XS 
> version? in the hopes of shotguning a fix I updated ExtUtils::MakeMaker, 
> ExtUtils::Cbuilder, XSLoader, Params::Validate...All to no avail. 
> 
> Any ideas?
> 
> Jonathan Kaufman
> 
> Foot Locker Corporate Services, Inc.
> 
> 
> 
> Visit us on-line at footlocker.com. 
> 
> The information in this e-mail, and any attachment therein, is 
> confidential and for use by the addressee only. If you are not the 
> intended recipient, please return the e-mail to the sender and delete it 
> from your computer. Although the Company attempts to sweep e-mail and 
> attachments for viruses, it does not guarantee that either are virus-free 
> and accepts no liability for any damage sustained as a result of viruses.
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> 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

-- 
____________________
Chris Hall
FilmLight Ltd
14-15 Manette St
London W1D 4AP
+44 (0)20 7292 0400


From dshannon at techfluent.com  Fri Feb  3 08:26:24 2006
From: dshannon at techfluent.com (Duncan Shannon)
Date: Fri, 3 Feb 2006 07:26:24 -0600
Subject: [rt-users] Stripping email history from reply mail body
Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB450EBD7A@TF-FS2.internal.techfluent.com>

> A cool feature would be an option to "Clean up this message" or
> something.  I know PERL, but have little insight into RT, and my
> proportion of available time versus desire for this feature factored
by
> the initial learning curve is not correct yet.


That sounds like a cool feature indeed.

I know I get all sorts of complaints from people, and even more people
don't seem to care and as a result clutter things up (or perhaps they
don't feel they can spend all that time doing it manually... poor over
worked people ;) )

It would be kinda cool to have a way to make it an option... to clean it
up. What about even using some JS on the client side and then strip
everthing that starts with > or >>>>>

duncan


From jkaufman at footlocker.com  Fri Feb  3 08:44:18 2006
From: jkaufman at footlocker.com (jkaufman at footlocker.com)
Date: Fri, 3 Feb 2006 07:44:18 -0600
Subject: [rt-users] Scalar::Util::Weak Problem (Still Broken)
In-Reply-To: <43E3457D.7030505@filmlight.ltd.uk>
Message-ID: <OFE7F190AC.8643F9A8-ON8625710A.004B1B33-8625710A.004B1817@woolworth.com>

Once again denied...ugh..

  CPAN.pm: Going to build L/LU/LUKKA/PDL-1.99989.tar.gz

Checking if your kit is complete...
Looks good
Writing Makefile for PDL::pod
Writing Makefile for PDL::PP
Trying to figure out POSIX threads support ...
        Saw pthread.h. Fine.
        Nope, your perl was not linked against pthread library
        ==> PDL will be built without POSIX thread support. Shame on you.
Writing Makefile for PDL::Core
Writing Makefile for PDL::Ops
Writing Makefile for PDL::Primitive
Writing Makefile for PDL::Slices
Writing Makefile for PDL::Tests

Using distribution version of functions: ndtri blas eigens simq nan 
infinity acosh asinh atanh erf erfc rint j0 j1 y0 y1 jn yn
Using system version of functions:

Writing Makefile for PDL::Math
Writing Makefile for PDL
Writing Makefile for PDL::Demos
Writing Makefile for PDL::Pod::Parser
Writing Makefile for PDL::Doc
         Building TriD extension. Turn off WITH_3D if there are problems
Writing Makefile for PDL::Graphics::PGPLOT
Writing Makefile for PDL::Graphics::IIS

      Not building PDL::Graphics::Karma, turn on WITH_KARMA if this is 
incorrect

Note (probably harmless): No library found for -lMesaGL
Note (probably harmless): No library found for -lMesaGLU
Note (probably harmless): No library found for -lGL
Note (probably harmless): No library found for -lGLU
Writing Makefile for PDL::Graphics::OpenGL
Note (probably harmless): No library found for -lMesaGL
Note (probably harmless): No library found for -lMesaGLU
Note (probably harmless): No library found for -lGL
Note (probably harmless): No library found for -lGLU
Writing Makefile for PDL::Graphics::OpenGLQ
Writing Makefile for PDL::Graphics::TriD::Rout
Writing Makefile for PDL::Graphics::VRML
Writing Makefile for PDL::Graphics::TriD
Writing Makefile for PDL
Writing Makefile for PDL::IO::FastRaw
Writing Makefile for PDL::IO::Misc
Writing Makefile for PDL::IO::FlexRaw
Writing Makefile for PDL::IO::Pnm
Writing Makefile for PDL::IO::Browser
Writing Makefile for PDL::IO::NDF
Writing Makefile for PDL
WARNING: Dir is not a known parameter.
Writing Makefile for PDL::Opt::Simplex
Writing Makefile for PDL::Opt
Writing Makefile for PDL::ImageRGB
(ExtUtils Version 1.08)

Unable to find a fortran compiler using names: g77 f77 fort77 at 
ExtUtils/F77.pm line 405.
Compilation failed in require at (eval 105) line 2.
BEGIN failed--compilation aborted at (eval 105) line 2.

    ExtUtils::F77 module not found. Will not build PDL::Slatec

Writing Makefile for PDL::FFT
Writing Makefile for PDL::Filter
Writing Makefile for PDL::Image2D
Writing Makefile for PDL::ImageND
Writing Makefile for PDL::CallExt
Writing Makefile for PDL::Lib
Writing Makefile for PDL
Writing Basic/Core/Config.pm
make[1]: Entering directory `/home/root/.cpan/build/PDL-1.99989/Basic'
cp LiteF.pm ../blib/lib/PDL/LiteF.pm
cp default.perldlrc ../blib/lib/PDL/default.perldlrc
cp AutoLoader.pm ../blib/lib/PDL/AutoLoader.pm
cp PDL.pm ../blib/lib/PDL.pm
cp Lite.pm ../blib/lib/PDL/Lite.pm
cp Options.pm ../blib/lib/PDL/Options.pm
make[2]: Entering directory `/home/root/.cpan/build/PDL-1.99989/Basic/Pod'
cp Impatient.pod ../../blib/lib/PDL/Impatient.pod
cp Internals.pod ../../blib/lib/PDL/Internals.pod
cp Tips.pod ../../blib/lib/PDL/Tips.pod
cp Dataflow.pod ../../blib/lib/PDL/Dataflow.pod
cp Delta.pod ../../blib/lib/PDL/Delta.pod
cp FAQ.pod ../../blib/lib/PDL/FAQ.pod
cp Philosophy.pod ../../blib/lib/PDL/Philosophy.pod
cp Objects.pod ../../blib/lib/PDL/Objects.pod
cp Indexing.pod ../../blib/lib/PDL/Indexing.pod
cp Intro.pod ../../blib/lib/PDL/Intro.pod
cp PP.pod ../../blib/lib/PDL/PP.pod
Manifying ../../blib/man1/PDL::Impatient.1
Manifying ../../blib/man1/PDL::Internals.1
Manifying ../../blib/man1/PDL::Tips.1
Manifying ../../blib/man1/PDL::Dataflow.1
Manifying ../../blib/man1/PDL::Delta.1
Manifying ../../blib/man1/PDL::Philosophy.1
Manifying ../../blib/man1/PDL::FAQ.1
Manifying ../../blib/man1/PDL::Indexing.1
Manifying ../../blib/man1/PDL::Objects.1
Manifying ../../blib/man1/pdl.1
Manifying ../../blib/man1/PDL::PP.1
make[2]: Leaving directory `/home/root/.cpan/build/PDL-1.99989/Basic/Pod'
make[2]: Entering directory `/home/root/.cpan/build/PDL-1.99989/Basic/Gen'
/usr/bin/perl PP/dump.pp > PP/Dump.pm.tmp
mv PP/Dump.pm.tmp PP/Dump.pm
cp PP.pm ../../blib/lib/PDL/PP.pm
cp PP/Var.pm ../../blib/lib/PDL/PP/Var.pm
cp PP/CType.pm ../../blib/lib/PDL/PP/CType.pm
cp PP/PDLCode.pm ../../blib/lib/PDL/PP/PDLCode.pm
cp PP/SymTab.pm ../../blib/lib/PDL/PP/SymTab.pm
cp PP/PdlParObj.pm ../../blib/lib/PDL/PP/PdlParObj.pm
cp PP/Signature.pm ../../blib/lib/PDL/PP/Signature.pm
cp PP/XS.pm ../../blib/lib/PDL/PP/XS.pm
cp PP/Dump.pm ../../blib/lib/PDL/PP/Dump.pm
cp PP/Struct.pm ../../blib/lib/PDL/PP/Struct.pm
cp PP/Dims.pm ../../blib/lib/PDL/PP/Dims.pm
Manifying ../../blib/man3/PDL::PP::Signature.3
Manifying ../../blib/man3/PDL::PP::Dump.3
make[2]: Leaving directory `/home/root/.cpan/build/PDL-1.99989/Basic/Gen'
make[2]: Entering directory 
`/home/root/.cpan/build/PDL-1.99989/Basic/Core'
/usr/bin/perl "-I../../blib/arch" "-I../../blib/lib" Types.pm.PL Types.pm
Extracting Types.pm (with variable substitutions)
/usr/bin/perl "-I../../blib/arch" "-I../../blib/lib" pdl.h.PL pdl.h
Extracting pdl.h (with variable substitutions)
/usr/bin/perl "-I../../blib/arch" "-I../../blib/lib" pdlsimple.h.PL 
pdlsimple.h
Extracting pdlsimple.h (with variable substitutions)
cp Version.pm ../../blib/lib/PDL/Version.pm
cp Exporter.pm ../../blib/lib/PDL/Exporter.pm
cp pdlcore.h ../../blib/lib/PDL/Core/pdlcore.h
cp Dbg.pm ../../blib/lib/PDL/Dbg.pm
cp pdlsimple.h ../../blib/lib/PDL/Core/pdlsimple.h
cp pdl.h ../../blib/lib/PDL/Core/pdl.h
cp Core.pm ../../blib/lib/PDL/Core.pm
cp typemap.pdl ../../blib/lib/PDL/Core/typemap.pdl
cp Config.pm ../../blib/lib/PDL/Config.pm
cp Types.pm ../../blib/lib/PDL/Types.pm
cp Basic.pm ../../blib/lib/PDL/Basic.pm
cp pdlthread.h ../../blib/lib/PDL/Core/pdlthread.h
cp Dev.pm ../../blib/lib/PDL/Core/Dev.pm
cp pdlmagic.h ../../blib/lib/PDL/Core/pdlmagic.h
/usr/bin/perl -e 'use ExtUtils::Mksymlists; \
Mksymlists("NAME" => "PDL::Core", "DL_FUNCS" => {  }, "FUNCLIST" => [], 
"DL_VARS" => []);'
/usr/bin/perl /sftw/perl5.8.7/lib/5.8.7/ExtUtils/xsubpp  -typemap 
/sftw/perl/lib/5.8.7/ExtUtils/typemap -typemap typemap  Core.xs > Core.xsc 
&& mv Core.xsc Core.c
cc -c   -D_ALL_SOURCE -D_ANSI_C_SOURCE -D_POSIX_SOURCE -qmaxmem=-1 
-qnoansialias -DUSE_NATIVE_DLOPEN -I/usr/local/include -q32 -D_LARGE_FILES 
-qlonglong -O   -DVERSION=\"1.99989\" -DXS_VERSION=\"1.99989\" 
"-I/sftw/perl/lib/5.8.7/aix/CORE"   Core.c
"pdlmagic.h", line 123.8: 1506-234 (W) Expecting a new-line character on 
#endif directive.
"Core.xs", line 111.26: 1506-045 (S) Undeclared identifier sv_undef.
"Core.xs", line 617.45: 1506-045 (S) Undeclared identifier na.
make[2]: *** [Core.o] Error 1
make[2]: Leaving directory `/home/root/.cpan/build/PDL-1.99989/Basic/Core'
make[1]: *** [subdirs] Error 2
make[1]: Leaving directory `/home/root/.cpan/build/PDL-1.99989/Basic'
make: *** [subdirs] Error 2
  /opt/freeware/bin/make  -- NOT OK
Running make test
  Can't test without successful make
Running make install
  make had returned bad status, install seems impossible

I even went through the trouble of blowing away my perl install, and 
compiling without threads to see if it's a threading issue (same 
error)...Sigh... Anyone?


Jonathan Kaufman

Foot Locker Corporate Services, Inc.






Chris Hall
Sent by: rt-users-bounces at lists.bestpractical.com
02/03/2006 05:58 AM


To
rt-users at lists.bestpractical.com
cc

Subject
Re: [rt-users] Scalar::Util::Weak Problem






If you 'install XS' it will download PDL-1.99989 for some reason. 
Install that, then install scalar-utils again. That seemed to work for me.

- Chris

jkaufman at footlocker.com wrote:
> Hello all,
> 
> I am once again attempting (unsuccessfully at the moment) to get RT 
3.5.7 
> installed on AIX. I'm compiling everything from scratch on an AIX v5.2 
> machine using IBM Vac 7.x.
> 
> I've compiled Perl v5.8.7 using the following Configure:
> 
> sh Configure -des -Dusenm -Dprefix=/sftw/perl  -Duseithreads 
> -Dusemultiplicity -Duseperlio \
> -Duselargefiles -Dd_sigaction -Dlibpth='/lib /usr/lib /usr/ccs/lib' \
> -Dlibs='-lbind -lnsl -ldbm -ldb -ldl -lld -lm -lcrypt -lpthreads -lc 
-lbsd 
> -lPW' \
> -Dccflags='-q32 -D_LARGE_FILES -qlonglong' -Dlddlflags='-bM:SRE -lc_r' 
> -Dldflags='-b32'
> 
> I "borrowed" the ccflags/lddlflags/ldflags/libs from the compile flags 
> used on the perl that ships with Aix v5.2 BTW.
> 
> 
> I've gotten a number of the perl modules to install, but the Weaken part 

> of Scalar::Util doesn't want to compile, and that's causing other 
modules 
> to barf during their tests.  I can only assume that this is an important 

> part of Scalar::Util and I should try to figure out why it's not 
> working...I don't have a clue, so I'm hoping someone else on the list 
> knows...
> 
> Here is the output during the installation of Scalar::Util
> 
> [root at mlwitt30]:[/home/root/.cpan/build/Scalar-List-Utils-1.18] > perl 
> Makefile.PL
> Checking if your kit is complete...
> Looks good
> Writing Makefile for List::Util
> [root at mlwitt30]:[/home/root/.cpan/build/Scalar-List-Utils-1.18] > make
> cp lib/List/Util.pm blib/lib/List/Util.pm
> cp lib/Scalar/Util.pm blib/lib/Scalar/Util.pm
> /usr/bin/perl -Iinc -e 'use ExtUtils::Mksymlists; \
> Mksymlists("NAME" => "List::Util", "DL_FUNCS" => {  }, "FUNCLIST" => [], 

> "DL_VARS" => []);'
> /usr/bin/perl -Iinc /sftw/perl/lib/5.8.7/ExtUtils/xsubpp  -typemap 
> /sftw/perl/lib/5.8.7/ExtUtils/typemap  Util.xs > Util.xsc && mv Util.xsc 

> Util.c
> cc_r -c   -q32 -D_LARGE_FILES -qlonglong -D_ALL_SOURCE -D_ANSI_C_SOURCE 
> -D_POSIX_SOURCE -qmaxmem=-1 -qnoansialias -DUSE_NATIVE_DLOPEN 
> -DNEED_PTHREAD_INIT -I/usr/local/include -q32 -D_LARGE_FILES -qlonglong 
-O 
>   -DVERSION=\"1.18\" -DXS_VERSION=\"1.18\" 
> "-I/sftw/perl/lib/5.8.7/aix-thread-multi/CORE"  -DPERL_EXT Util.c
> Running Mkbootstrap for List::Util ()
> chmod 644 Util.bs
> rm -f blib/arch/auto/List/Util/Util.so
> ld  -bM:SRE -lc_r -bhalt:4 -bexpall -G -bnoentry -lpthreads -lc Util.o 
-o 
> blib/arch/auto/List/Util/Util.so     \
>         \
> 
> chmod 755 blib/arch/auto/List/Util/Util.so
> cp Util.bs blib/arch/auto/List/Util/Util.bs
> chmod 644 blib/arch/auto/List/Util/Util.bs
> Manifying blib/man3/List::Util.3
> Manifying blib/man3/Scalar::Util.3
> [root at mlwitt30]:[/home/root/.cpan/build/Scalar-List-Utils-1.18] > make 
> test
> PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e" 
> "test_harness(0, 'inc', 'blib/lib', 'blib/arch')" t/*.t
> t/00version.....ok
> t/blessed.......ok
> t/dualvar.......skipped
>         all skipped: dualvar requires XS version
> t/first.........ok
>         2/17 skipped: Poor man's MULTICALL can't cope
> t/isvstring.....skipped
>         all skipped: isvstring requires XS version
> t/lln...........ok
> t/max...........ok
> t/maxstr........ok
> t/min...........ok
> t/minstr........ok
> t/openhan.......ok
> t/p_blessed.....ok
> t/p_first.......ok
> t/p_lln.........ok
> t/p_max.........ok
> t/p_maxstr......ok
> t/p_min.........ok
> t/p_minstr......ok
> t/p_openhan.....ok
> t/p_readonly....ok
> t/p_reduce......ok
> t/p_refaddr.....ok
> t/p_reftype.....ok
> t/p_shuffle.....ok
> t/p_sum.........ok
> t/p_tainted.....ok
> t/proto.........skipped
>         all skipped: set_prototype requires XS version
> t/readonly......ok
> t/reduce........ok
>         2/23 skipped: Poor man's MULTICALL can't cope
> t/refaddr.......ok
> t/reftype.......ok
> t/shuffle.......ok
> t/sum...........ok
> t/tainted.......ok
> t/weak..........skipped
>         all skipped: weaken requires XS version
> All tests successful, 4 tests and 4 subtests skipped.
> Files=35, Tests=327,  5 wallclock secs ( 2.62 cusr +  2.13 csys =  4.75 
> CPU)
> 
> 
> As you can see, Weak complains about needing the XS version...What's an 
XS 
> version? in the hopes of shotguning a fix I updated ExtUtils::MakeMaker, 

> ExtUtils::Cbuilder, XSLoader, Params::Validate...All to no avail. 
> 
> Any ideas?
> 
> Jonathan Kaufman
> 
> Foot Locker Corporate Services, Inc.
> 
> 
> 
> Visit us on-line at footlocker.com. 
> 
> The information in this e-mail, and any attachment therein, is 
> confidential and for use by the addressee only. If you are not the 
> intended recipient, please return the e-mail to the sender and delete it 

> from your computer. Although the Company attempts to sweep e-mail and 
> attachments for viruses, it does not guarantee that either are 
virus-free 
> and accepts no liability for any damage sustained as a result of 
viruses.
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> 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

-- 
____________________
Chris Hall
FilmLight Ltd
14-15 Manette St
London W1D 4AP
+44 (0)20 7292 0400
_______________________________________________
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

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From rouilj at renesys.com  Fri Feb  3 09:00:30 2006
From: rouilj at renesys.com (John Rouillard)
Date: Fri, 3 Feb 2006 09:00:30 -0500
Subject: [rt-users] Stripping email history from reply mail body
In-Reply-To: <20060202211102.6beb6c03.Bill@explosivo.com>
References: <43E29618.8060609@ecs.umass.edu>
	<20060202211102.6beb6c03.Bill@explosivo.com>
Message-ID: <20060203140030.GB13352@renesys.com>

On Thu, Feb 02, 2006 at 09:11:02PM -0500, Bill wrote:
> On Thu, 02 Feb 2006 18:30:32 -0500
> Davin Flatten <flatten at ecs.umass.edu> spake:
> > I don't know if this is possible or not, but has anyone figured out how 
> > to strip out the original message body from reply messages.  What is 
> > happening to us is when a ticket is a longer job each reply from our 
> > users contains the original message sent to them.  [...]
> > Do you think I could safely regex the 
> > mail body in a scrip?  Maybe get rid of lines starting with '>'?
> I've been wondering this same thing.  In my wonderings though I've
> thought of a few times that it would be a problem.  Mostly with people
> who insert answers throughout the reply.  If you stripped it out
> automatically you'd lose the context of the answers.

Roundup's email gateway, has the options:

keep_quoted_text -- yes
   Keep email citations when accepting messages. Setting this to no
   strips out "quoted" text from the message. Signatures are also
   stripped. Allowed values: yes, no

leave_body_unchanged -- no
    Preserve the email body as is - that is, keep the citations and
    signatures. Allowed values: yes, no

leave_body_unchanged=no strips anything after a signature marker
(usually --), so this usually clears out quoted text when the user top
quotes.  You could also strip quoted text starting from the end of the
email. This would preserve the inline quotes (which is correct) but
strip the prior quoted message when somebody top quotes.

Another alternative is to allow the user (or the queue/site) to set
the number of quoted context lines and take say 3 lines at the
beginning of quoted text, insert a [...], and 3 lines at the end of
the quoted area to provide context for the response.

> A cool feature would be an option to "Clean up this message" or
> something.

Yup. As long as yu can unstrip the message it would be very neat.

-- 
				-- rouilj

John Rouillard
System Administrator
Renesys Corporation
603-643-9300 x 111


From chris at bluenoteweb.com  Fri Feb  3 09:18:34 2006
From: chris at bluenoteweb.com (Chris Dunning)
Date: Fri, 03 Feb 2006 08:18:34 -0600
Subject: [rt-users] Installation woes
Message-ID: <43E3663A.2080502@bluenoteweb.com>

I'm trying to get RT up and running on my server, it's been interesting 
to say the least.

I finally made it through "make testdeps" by compiling a few of the Perl 
modules by hand.  When I made the addition to httpd.conf and restarted 
Apache, I saw this in the error log and Apache refused to start:

> [Thu Feb 02 23:24:33 2006] [error] Can't locate loadable object for
>  module Apache::Constants in @INC (@INC contains:
> /usr/lib/perl5/5.8.3/i386-linux-thread-multi /usr/lib/perl5/5.8.3
>  /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi
>  /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi
>  /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi
>  /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi
>  /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2
>  /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0
>  /usr/lib/perl5/site_perl
>  /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi
>  /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi
>  /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi
>  /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi
>  /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl/5.8.2
>  /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0
>  /usr/lib/perl5/vendor_perl . /etc/httpd/ /etc/httpd/lib/perl) at
>  /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi/mod_perl.pm line
>  14\nCompilation failed in require at
>  /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi/Apache.pm line
>  6.\nBEGIN failed--compilation aborted at
>  /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi/Apache.pm line
>  6.\nCompilation failed in require at /usr/lib/perl5/5.8.3/CGI.pm line
>  189.\nCompilation failed in require at /opt/rt3/bin/webmux.pl line
>  56.\nBEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line
>  56.\nCompilation failed in require at (eval 2) line 1.\n


The first thing to try was installing Apache::Constants:

> cpan> install Apache::Constants
> CPAN: Storable loaded ok
> Going to read /root/.cpan/Metadata
>   Database was generated on Thu, 02 Feb 2006 22:14:25 GMT
> Apache::Constants is up to date (1.09).
>
I went to /usr/lib/perl5 and ran the command:
ls -lR | grep -i apache

This showed me a lot of output, including this:

> ./site_perl/5.8.0/i386-linux-thread-multi/Apache:
> ./site_perl/5.8.0/i386-linux-thread-multi/Apache/Constants:

Looks like the Apache::Constants module is installed in 
./site_per/5.8.0/i386-linux-thread-multi/ which is in the @INC list above.

Here's some information that may be pertinent:
-The server runs CentOS 3
-Using Apache 2
-DirectAdmin control panel manages most things
-RT was the latest version when I downloaded it a few days ago

What should I try next?



From joby at u.washington.edu  Fri Feb  3 11:28:23 2006
From: joby at u.washington.edu (Joby Walker)
Date: Fri, 03 Feb 2006 08:28:23 -0800
Subject: [rt-users] Stripping email history from reply mail body
In-Reply-To: <43E29618.8060609@ecs.umass.edu>
References: <43E29618.8060609@ecs.umass.edu>
Message-ID: <43E384A7.7090607@u.washington.edu>

Stripping history like this isn't as easy as you think.  There are many 
email clients (mostly webclients) that don't handle the history block 
well, and will wrap lines of history without indenting them.  And if 
someone replies inline stripping the history can make the response 
unintelligable.

We don't strip anything, but we do hide history.  In the history 
display, for each attachment, we wrap from the first quoted element to 
the end of the attachment in a Titlebox that's content is hidden by 
default.  So if the user wants to view the text all they need to do is 
expand the box.

If others are interested we can provide code.

jbw

Davin Flatten wrote:
> I don't know if this is possible or not, but has anyone figured out how 
> to strip out the original message body from reply messages.  What is 
> happening to us is when a ticket is a longer job each reply from our 
> users contains the original message sent to them.  If I don't strip this 
> by hand each new correspondence grows larger and the ticket history 
> becomes really difficult to read.  Do you think I could safely regex the 
> mail body in a scrip?  Maybe get rid of lines starting with '>'?
> 
> Anyone have a solution already short of educating our users?
> 
> Thanks!
> Davin Flatten



From chrisboothroyd at trentu.ca  Fri Feb  3 11:45:24 2006
From: chrisboothroyd at trentu.ca (Chris Boothroyd)
Date: Fri, 03 Feb 2006 11:45:24 -0500
Subject: [rt-users] Stripping email history from reply mail body
Message-ID: <s3e34265.090@trentmail.trentu.ca>

Very interested!
If you're willing to provide the code it would be much appreciated!

Chris Boothroyd
Technical Support 
Trent University
(705) 748-1011 x7066

>>> Joby Walker <joby at u.washington.edu> 03/02/2006 11:28 am >>>
Stripping history like this isn't as easy as you think.  There are many 
email clients (mostly webclients) that don't handle the history block 
well, and will wrap lines of history without indenting them.  And if 
someone replies inline stripping the history can make the response 
unintelligable.

We don't strip anything, but we do hide history.  In the history 
display, for each attachment, we wrap from the first quoted element to 
the end of the attachment in a Titlebox that's content is hidden by 
default.  So if the user wants to view the text all they need to do is 
expand the box.

If others are interested we can provide code.

jbw

Davin Flatten wrote:
> I don't know if this is possible or not, but has anyone figured out how 
> to strip out the original message body from reply messages.  What is 
> happening to us is when a ticket is a longer job each reply from our 
> users contains the original message sent to them.  If I don't strip this 
> by hand each new correspondence grows larger and the ticket history 
> becomes really difficult to read.  Do you think I could safely regex the 
> mail body in a scrip?  Maybe get rid of lines starting with '>'?
> 
> Anyone have a solution already short of educating our users?
> 
> Thanks!
> Davin Flatten

_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 

Be sure to check out the RT Wiki at http://wiki.bestpractical.com 

Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com 

WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at http://bestpractical.com/services/training.html 







From bam at miranda.org  Fri Feb  3 11:53:42 2006
From: bam at miranda.org (Bret Martin)
Date: Fri, 03 Feb 2006 11:53:42 -0500
Subject: [rt-users] Stripping email history from reply mail body 
In-Reply-To: Message from Davin Flatten <flatten@ecs.umass.edu> 
	of "Thu, 02 Feb 2006 18:30:32 -0500."
	<43E29618.8060609@ecs.umass.edu> 
Message-ID: <28486.1138985622@anasazi.miranda.org>

On Thu, 02 Feb 2006 18:30:32 EST Davin Flatten wrote:
> I don't know if this is possible or not, but has anyone figured out how
> to strip out the original message body from reply messages. What is
> happening to us is when a ticket is a longer job each reply from our
> users contains the original message sent to them. If I don't strip this
> by hand each new correspondence grows larger and the ticket history
> becomes really difficult to read. Do you think I could safely regex the
> mail body in a scrip? Maybe get rid of lines starting with '>'?
[...]

I've been thinking it would be cool to make deeply-quoted text
collapsible (defaulting to collapsed) like Google Groups' interface
does...

--Bret


From jesse at bestpractical.com  Fri Feb  3 12:02:07 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 3 Feb 2006 12:02:07 -0500
Subject: [rt-users] Stripping email history from reply mail body
In-Reply-To: <28486.1138985622@anasazi.miranda.org>
References: <43E29618.8060609@ecs.umass.edu>
	<28486.1138985622@anasazi.miranda.org>
Message-ID: <20060203170207.GE4283@bestpractical.com>




On Fri, Feb 03, 2006 at 11:53:42AM -0500, Bret Martin wrote:
> I've been thinking it would be cool to make deeply-quoted text
> collapsible (defaulting to collapsed) like Google Groups' interface
> does...
>

And really, that should be doable with a tiny, tiny bit of javascript,
since everything should already be depth-tagged in the HTML.


From sturner at MIT.EDU  Fri Feb  3 13:01:24 2006
From: sturner at MIT.EDU (Stephen Turner)
Date: Fri, 03 Feb 2006 13:01:24 -0500
Subject: [rt-users] CHALDEA - configure script
Message-ID: <6.2.1.2.2.20060203125842.03612cd0@po14.mit.edu>

Hi,

I just grabbed CHALDEA using svn, but there's no configure script with it - 
is there another place I could grab a script that would work with this 
distribution?

Thanks,
Steve


Stephen Turner
Senior Programmer/Analyst - Client Support Services
MIT Information Services and Technology (IS&T)




From jesse at bestpractical.com  Fri Feb  3 13:05:26 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 3 Feb 2006 13:05:26 -0500
Subject: [rt-users] CHALDEA - configure script
In-Reply-To: <6.2.1.2.2.20060203125842.03612cd0@po14.mit.edu>
References: <6.2.1.2.2.20060203125842.03612cd0@po14.mit.edu>
Message-ID: <20060203180526.GG4283@bestpractical.com>




On Fri, Feb 03, 2006 at 01:01:24PM -0500, Stephen Turner wrote:
> Hi,
> 
> I just grabbed CHALDEA using svn, but there's no configure script with it - 
> is there another place I could grab a script that would work with this 
> distribution?

From subversion, we don't check in the configure script, just the
configure.ac script used to generate it.

"autoconf" should fix things up for you.

(Or you can "sh configure.ac", since we stuck in a shebang line to do
the right thing ;)

> 
> Thanks,
> Steve
> 
> 
> Stephen Turner
> Senior Programmer/Analyst - Client Support Services
> MIT Information Services and Technology (IS&T)
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at 
> http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at 
> http://bestpractical.com/services/training.html
> 

-- 


From joby at u.washington.edu  Fri Feb  3 13:24:56 2006
From: joby at u.washington.edu (Joby Walker)
Date: Fri, 03 Feb 2006 10:24:56 -0800
Subject: [rt-users] Stripping email history from reply mail body
In-Reply-To: <43E39F99.9000700@u.washington.edu>
References: <43E29618.8060609@ecs.umass.edu>
	<43E384A7.7090607@u.washington.edu>
	<43E39F99.9000700@u.washington.edu>
Message-ID: <43E39FF8.9060308@u.washington.edu>

And just so the proper credit is known, this was done by Michael Gilbert
-- another member of our rt-mgmt team.

Joby Walker
C&C SSG, University of Washington


Joby Walker wrote:
> Diffs are attached.
> 
> *NOTE* this hides all text starting with the first quoted line, so if
> you reply inline or below the quoted text it will hide the response (of
> course you can just expand the text to view).  This isn't a problem for
> us because (as you can see from my email) SOP at the UW is to reply
> above the quote.
> 
> Joby Walker
> C&C SSG, University of Washington


From ed_santora at harvard.edu  Fri Feb  3 13:20:04 2006
From: ed_santora at harvard.edu (Ed Santora)
Date: Fri, 03 Feb 2006 13:20:04 -0500
Subject: [rt-users] RTFM error
Message-ID: <9EDFB45B2AB28287F965BF8C@[192.168.1.202]>

Hello,

I'm running RT 3.4.3 and just installed RTFM 2.2.0RC1. I'm getting the 
following error:

error:  Can't locate object method "new" via package 
"RT::FM::ArticleCollection" (perhaps you forgot to load 
"RT::FM::ArticleCollection"?) at 
/home/web/sites/rt.dce.harvard.edu/rt3/share/html/RTFM/Elements/NewestArticles 
line 60.

context:  ...
56:  <%INIT>
57:  my $rows = 10;
58:  my $i;
59:  my $MyArticles;
60:  $MyArticles = new RT::FM::ArticleCollection ($session{'CurrentUser'});
61:  $MyArticles->UnLimit;
62:  $MyArticles->RowsPerPage($rows);
63:  $MyArticles->OrderBy(FIELD => 'LastUpdated', ORDER => 'DESC');
64:
...

code stack: 
/home/web/sites/rt.dce.harvard.edu/rt3/share/html/RTFM/Elements/NewestArticles:60
/home/web/sites/rt.dce.harvard.edu/rt3/share/html/RTFM/index.html:24
/home/web/sites/rt.dce.harvard.edu/rt3/share/html/autohandler:215

raw error

I deleted var/mason_data/* and restarted the webserver, but still get the 
error. Also, the RTFM Admin page is blank.



From joby at u.washington.edu  Fri Feb  3 13:28:05 2006
From: joby at u.washington.edu (Joby Walker)
Date: Fri, 03 Feb 2006 10:28:05 -0800
Subject: [rt-users] Stripping email history from reply mail body
In-Reply-To: <43E39FF8.9060308@u.washington.edu>
References: <43E29618.8060609@ecs.umass.edu>
	<43E384A7.7090607@u.washington.edu>
	<43E39F99.9000700@u.washington.edu>
	<43E39FF8.9060308@u.washington.edu>
Message-ID: <43E3A0B5.7030902@u.washington.edu>

Michael just kicked me to remind us that we also added a CSS change to
colorize the bar:

----- And the css we used for the titlebar
.transaction-history .title { font-size: 10px; background-color: #cccccc; }

Joby Walker
C&C SSG, University of Washington


Joby Walker wrote:
> And just so the proper credit is known, this was done by Michael Gilbert
> -- another member of our rt-mgmt team.
> 
> Joby Walker
> C&C SSG, University of Washington
> 
> 
> Joby Walker wrote:
> 
>>Diffs are attached.
>>
>>*NOTE* this hides all text starting with the first quoted line, so if
>>you reply inline or below the quoted text it will hide the response (of
>>course you can just expand the text to view).  This isn't a problem for
>>us because (as you can see from my email) SOP at the UW is to reply
>>above the quote.
>>
>>Joby Walker
>>C&C SSG, University of Washington


From joby at u.washington.edu  Fri Feb  3 13:31:55 2006
From: joby at u.washington.edu (Joby Walker)
Date: Fri, 03 Feb 2006 10:31:55 -0800
Subject: [rt-users] Stripping email history from reply mail body
In-Reply-To: <43E3A0B5.7030902@u.washington.edu>
References: <43E29618.8060609@ecs.umass.edu>
	<43E384A7.7090607@u.washington.edu>
	<43E39F99.9000700@u.washington.edu>
	<43E39FF8.9060308@u.washington.edu>
	<43E3A0B5.7030902@u.washington.edu>
Message-ID: <43E3A19B.6010003@u.washington.edu>

Wow, I'm really doing poorly this morning...

attached is second diff that will cleanly apply via patch.

Joby Walker
C&C SSG, University of Washington
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From kurta59 at gmail.com  Fri Feb  3 13:35:33 2006
From: kurta59 at gmail.com (kurt)
Date: Fri, 3 Feb 2006 12:35:33 -0600
Subject: [rt-users] Subject HTML in Ticket comment
In-Reply-To: <26e0cca0601311201o2c2cc165o7dd7b276a0e176c0@mail.gmail.com>
References: <20060125161424.21814.qmail@web53909.mail.yahoo.com>
	<26e0cca0601311201o2c2cc165o7dd7b276a0e176c0@mail.gmail.com>
Message-ID: <26e0cca0602031035g59207ef9vf10409138cc7866a@mail.gmail.com>

I've had no replies to this problem.  Does anyone know what may be causing this?
I get the HTML garbage in the the Subject To Date and From when a
ticket is created via email.  Lotus Notes in my case.

Im trying to get my manager to approve using RT for our IT group, so I
need to resolve this soon.

Thanks in advance.




On 1/31/06, kurt <kurta59 at gmail.com> wrote:
> Have you seen any replies to this?  i get the same/similar thing.
>
> On 1/25/06, Phanoko <phanoko at yahoo.com> wrote:
> > Anyone else getting something like this when the
> > ticket is created and modified?
> >
> > Subject:        <A
> > HREF="/RTIR/Tools/Lookup.html?ticket=127&type=host&q=Naming_Convention_Guildelines_Policy.sxw">Naming_Convention_Guildelines_Policy.sxw</A><A
> > HREF="/RTIR/Tools/Lookup.html?ticket=127&type=handle&q=MIME-">MIME-</A>Version: 1.0
> >
> > __________________________________________________
> > Do You Yahoo!?
> > Tired of spam?  Yahoo! Mail has the best spam protection around
> > http://mail.yahoo.com
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >
> > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> >
> > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> > San Francisco - Find out more at http://bestpractical.com/services/training.html
> >
>


From jesse at bestpractical.com  Fri Feb  3 13:37:37 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 3 Feb 2006 13:37:37 -0500
Subject: [rt-users] Subject HTML in Ticket comment
In-Reply-To: <26e0cca0602031035g59207ef9vf10409138cc7866a@mail.gmail.com>
References: <20060125161424.21814.qmail@web53909.mail.yahoo.com>
	<26e0cca0601311201o2c2cc165o7dd7b276a0e176c0@mail.gmail.com>
	<26e0cca0602031035g59207ef9vf10409138cc7866a@mail.gmail.com>
Message-ID: <20060203183736.GJ4283@bestpractical.com>




On Fri, Feb 03, 2006 at 12:35:33PM -0600, kurt wrote:
> I've had no replies to this problem.  Does anyone know what may be causing this?
> I get the HTML garbage in the the Subject To Date and From when a
> ticket is created via email.  Lotus Notes in my case.
> 
> Im trying to get my manager to approve using RT for our IT group, so I
> need to resolve this soon.

You installed an old, incompatible version of RTIR on top of RT. You're
seeing an RTIR feature that doesn't work on the current RT. Unless you
know you want RTIR, you probably don't.

Jesse


From kurta59 at gmail.com  Fri Feb  3 13:43:22 2006
From: kurta59 at gmail.com (kurt)
Date: Fri, 3 Feb 2006 12:43:22 -0600
Subject: [rt-users] Subject HTML in Ticket comment
In-Reply-To: <20060203183736.GJ4283@bestpractical.com>
References: <20060125161424.21814.qmail@web53909.mail.yahoo.com>
	<26e0cca0601311201o2c2cc165o7dd7b276a0e176c0@mail.gmail.com>
	<26e0cca0602031035g59207ef9vf10409138cc7866a@mail.gmail.com>
	<20060203183736.GJ4283@bestpractical.com>
Message-ID: <26e0cca0602031043x2cabab90md1a016e47c77f050@mail.gmail.com>

I was about to add that i'm running RT 3.4.5 and RTIR.  My version od
RTIR was 1.0.x but after previously reading the maillist archive I
downloaded RTIR 1.1.5  and followed the upgrade procedure, with no
luck.  Do I need to remove the RTIR completely and do an RTIR install
(no upgrade)

btw, yes we do want RTIR

On 2/3/06, Jesse Vincent <jesse at bestpractical.com> wrote:
>
>
>
> On Fri, Feb 03, 2006 at 12:35:33PM -0600, kurt wrote:
> > I've had no replies to this problem.  Does anyone know what may be causing this?
> > I get the HTML garbage in the the Subject To Date and From when a
> > ticket is created via email.  Lotus Notes in my case.
> >
> > Im trying to get my manager to approve using RT for our IT group, so I
> > need to resolve this soon.
>
> You installed an old, incompatible version of RTIR on top of RT. You're
> seeing an RTIR feature that doesn't work on the current RT. Unless you
> know you want RTIR, you probably don't.
>
> Jesse
>


From jesse at bestpractical.com  Fri Feb  3 14:00:19 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 3 Feb 2006 14:00:19 -0500
Subject: [rt-users] Subject HTML in Ticket comment
In-Reply-To: <26e0cca0602031043x2cabab90md1a016e47c77f050@mail.gmail.com>
References: <20060125161424.21814.qmail@web53909.mail.yahoo.com>
	<26e0cca0601311201o2c2cc165o7dd7b276a0e176c0@mail.gmail.com>
	<26e0cca0602031035g59207ef9vf10409138cc7866a@mail.gmail.com>
	<20060203183736.GJ4283@bestpractical.com>
	<26e0cca0602031043x2cabab90md1a016e47c77f050@mail.gmail.com>
Message-ID: <20060203190019.GK4283@bestpractical.com>




On Fri, Feb 03, 2006 at 12:43:22PM -0600, kurt wrote:
> I was about to add that i'm running RT 3.4.5 and RTIR.  My version od
> RTIR was 1.0.x but after previously reading the maillist archive I
> downloaded RTIR 1.1.5  and followed the upgrade procedure, with no
> luck.  Do I need to remove the RTIR completely and do an RTIR install
> (no upgrade)


Well, I'd start by removing the RTIR 1.0 callbacks.


> 
> btw, yes we do want RTIR
> 
> On 2/3/06, Jesse Vincent <jesse at bestpractical.com> wrote:
> >
> >
> >
> > On Fri, Feb 03, 2006 at 12:35:33PM -0600, kurt wrote:
> > > I've had no replies to this problem.  Does anyone know what may be causing this?
> > > I get the HTML garbage in the the Subject To Date and From when a
> > > ticket is created via email.  Lotus Notes in my case.
> > >
> > > Im trying to get my manager to approve using RT for our IT group, so I
> > > need to resolve this soon.
> >
> > You installed an old, incompatible version of RTIR on top of RT. You're
> > seeing an RTIR feature that doesn't work on the current RT. Unless you
> > know you want RTIR, you probably don't.
> >
> > Jesse
> >
> 

-- 


From kurta59 at gmail.com  Fri Feb  3 14:38:02 2006
From: kurta59 at gmail.com (kurt)
Date: Fri, 3 Feb 2006 13:38:02 -0600
Subject: [rt-users] Subject HTML in Ticket comment
In-Reply-To: <20060203190019.GK4283@bestpractical.com>
References: <20060125161424.21814.qmail@web53909.mail.yahoo.com>
	<26e0cca0601311201o2c2cc165o7dd7b276a0e176c0@mail.gmail.com>
	<26e0cca0602031035g59207ef9vf10409138cc7866a@mail.gmail.com>
	<20060203183736.GJ4283@bestpractical.com>
	<26e0cca0602031043x2cabab90md1a016e47c77f050@mail.gmail.com>
	<20060203190019.GK4283@bestpractical.com>
Message-ID: <26e0cca0602031138y201b6299h42a1e926ed2f1429@mail.gmail.com>

That worked!  I removed the Callbacks dir and ran the RTIR install
processes again

Thank you vey much

On 2/3/06, Jesse Vincent <jesse at bestpractical.com> wrote:
>
>
>
> On Fri, Feb 03, 2006 at 12:43:22PM -0600, kurt wrote:
> > I was about to add that i'm running RT 3.4.5 and RTIR.  My version od
> > RTIR was 1.0.x but after previously reading the maillist archive I
> > downloaded RTIR 1.1.5  and followed the upgrade procedure, with no
> > luck.  Do I need to remove the RTIR completely and do an RTIR install
> > (no upgrade)
>
>
> Well, I'd start by removing the RTIR 1.0 callbacks.
>
>
> >
> > btw, yes we do want RTIR
> >
> > On 2/3/06, Jesse Vincent <jesse at bestpractical.com> wrote:
> > >
> > >
> > >
> > > On Fri, Feb 03, 2006 at 12:35:33PM -0600, kurt wrote:
> > > > I've had no replies to this problem.  Does anyone know what may be causing this?
> > > > I get the HTML garbage in the the Subject To Date and From when a
> > > > ticket is created via email.  Lotus Notes in my case.
> > > >
> > > > Im trying to get my manager to approve using RT for our IT group, so I
> > > > need to resolve this soon.
> > >
> > > You installed an old, incompatible version of RTIR on top of RT. You're
> > > seeing an RTIR feature that doesn't work on the current RT. Unless you
> > > know you want RTIR, you probably don't.
> > >
> > > Jesse
> > >
> >
>
> --
>


From joby at u.washington.edu  Fri Feb  3 13:23:21 2006
From: joby at u.washington.edu (Joby Walker)
Date: Fri, 03 Feb 2006 10:23:21 -0800
Subject: [rt-users] Stripping email history from reply mail body
In-Reply-To: <43E384A7.7090607@u.washington.edu>
References: <43E29618.8060609@ecs.umass.edu>
	<43E384A7.7090607@u.washington.edu>
Message-ID: <43E39F99.9000700@u.washington.edu>

Diffs are attached.

*NOTE* this hides all text starting with the first quoted line, so if
you reply inline or below the quoted text it will hide the response (of
course you can just expand the text to view).  This isn't a problem for
us because (as you can see from my email) SOP at the UW is to reply
above the quote.

Joby Walker
C&C SSG, University of Washington


Joby Walker wrote:
> Stripping history like this isn't as easy as you think.  There are many
> email clients (mostly webclients) that don't handle the history block
> well, and will wrap lines of history without indenting them.  And if
> someone replies inline stripping the history can make the response
> unintelligable.
> 
> We don't strip anything, but we do hide history.  In the history
> display, for each attachment, we wrap from the first quoted element to
> the end of the attachment in a Titlebox that's content is hidden by
> default.  So if the user wants to view the text all they need to do is
> expand the box.
> 
> If others are interested we can provide code.
> 
> jbw
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From gregh at cranite.com  Fri Feb  3 15:19:45 2006
From: gregh at cranite.com (Greg)
Date: Fri, 03 Feb 2006 12:19:45 -0800
Subject: [rt-users] Scalar::Util::Weak Problem (Still Broken)
In-Reply-To: <OFE7F190AC.8643F9A8-ON8625710A.004B1B33-8625710A.004B1817@woolworth.com>
References: <OFE7F190AC.8643F9A8-ON8625710A.004B1B33-8625710A.004B1817@woolworth.com>
Message-ID: <43E3BAE1.6070308@cranite.com>

jkaufman at footlocker.com wrote:

> Once again denied...ugh..   ... [snipped] ...
> make: *** [subdirs] Error 2
>   /opt/freeware/bin/make  -- NOT OK
> Running make test
>   Can't test without successful make
> Running make install
>   make had returned bad status, install seems impossible
>
> I even went through the trouble of blowing away my perl install, and 
> compiling without threads to see if it's a threading issue (same 
> error)...Sigh... Anyone?


I am wondering if there are incompatible instructions in your Makefile.

Incompatible with your version of 'make', that is. If the Makefile.PL
does not like the AIX /opt/freeware/bin/make, can you provide another one?

If your "freeware" make is GNU make, is it a modern version?

I have rarely gone wrong by forcing other members of the team to standardize
on GNU make. Well, technically wrong, at least. :)

If your system continues finding an incorrect version of a program or 
library, you
can create a UID zero user who is not root for the duration of the 
install. Then
you can hack the living ... umm, you can really make some profound 
changes to
that new user's environment, including adding or subtracting huge 
sections of
PATH to force certain code to be used in lieu of the system default.

After the install is in production, back up the environment of the hacked-up
superuser, and then delete that user.

Please let us know what you tried, and if it works.

Take care,

Greg



From Robert at directnetit.com.au  Fri Feb  3 15:25:40 2006
From: Robert at directnetit.com.au (Robert Rowland)
Date: Sat, 4 Feb 2006 07:25:40 +1100
Subject: [rt-users] Problem with Update.html and local modification,
	and evaluation of RT
Message-ID: <B4F36250D1D04D418C4C30FAC92D63BC06EE18@winserv1.DirectnetIT.lan>

Dear RT Users,
 
I don't know if this is the "done" thing - I have some questions about RT, as part of an evaluation trial, and I hope I can get some feedback on the product.
 
System details:
 
Gentoo Linux (up to date)
RT 3.4.5
Apache 2
 
First question. We want to make a change to Update.html (specifically, add a Javascript patch that puts a button on the Ticket/Update.html page, to count the time that the update has been opened and fill in the Time Worked field). We have modified the page and saved it as local/html/Ticket/Update.html however the page is still displaying the old version.
 
I've been bashing at this for a while and this is my latest effort to try to force load the new code:
 
- Rename all instances of Update.html (yes all of them, it was driving me nuts trying to work out which one was loading)
- try to load the Update page. Error (as expected) which specified which two files it was trying to load. One of them is my newly-created local/html/Ticket/Update.html.
- Rename the local/html/Ticket/Update.html back to it's correct name
- Restart Apache
- Try to update the ticket. The Update screen now loads, but without my new code. 
 
I have emptied my cache, restarted the server, tried from another computer that has never accessed Update.html before but I am always getting the old code, no matter what. Does anyone have any clues?
 
Secondly, do you find that the documentation is up to par? I have struggled to find information about how to use the local directory, callbacks, and so on. And other items. Maybe I just don't know my way around the wiki very well, and maybe I'm just not very clever. The next person who tells me that won't be the first ;-).
 
Thirdly, impressions of the product as a whole? Good, bad, reliable/trustworthy, annoying niggles?
 
Thanks all.
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From phanoko at yahoo.com  Fri Feb  3 15:55:30 2006
From: phanoko at yahoo.com (Phanoko)
Date: Fri, 3 Feb 2006 12:55:30 -0800 (PST)
Subject: [rt-users] HTTPS and "You're Almost There"
Message-ID: <20060203205530.21784.qmail@web53903.mail.yahoo.com>

every time I attempt to set it up for https I only go
to the "You're Almost There"  I can't see anything
that I'm doing different from any other HTTPS site..
Help Rt-one... you're my only hope

__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From m-liebman at northwestern.edu  Fri Feb  3 16:05:17 2006
From: m-liebman at northwestern.edu (Michael S. Liebman)
Date: Fri, 3 Feb 2006 16:05:17 -0500
Subject: [rt-users] Problem with Update.html and local modification,
	and evaluation of RT
In-Reply-To: <B4F36250D1D04D418C4C30FAC92D63BC06EE18@winserv1.DirectnetIT.lan>
References: <B4F36250D1D04D418C4C30FAC92D63BC06EE18@winserv1.DirectnetIT.lan>
Message-ID: <20060203210517.GA10106@SDF.LONESTAR.ORG>

On Sat, Feb 04, 2006 at 07:25:40AM +1100, Robert Rowland wrote:
> I've been bashing at this for a while and this is my latest effort to try to force load the new code:
>  
> - Rename all instances of Update.html (yes all of them, it was driving me nuts trying to work out which one was loading)
> - try to load the Update page. Error (as expected) which specified which two files it was trying to load. One of them is my newly-created local/html/Ticket/Update.html.
> - Rename the local/html/Ticket/Update.html back to it's correct name
> - Restart Apache
> - Try to update the ticket. The Update screen now loads, but without my new code. 
>  
> I have emptied my cache, restarted the server, tried from another
> computer that has never accessed Update.html before but I am always
> getting the old code, no matter what. Does anyone have any clues?

"My cache" being the browswer cache or the Mason cache?
  
> I have struggled to find information about how to use the local
> directory, callbacks, and so on. And other items.

Have you read http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT ?

Michael
-- 
Michael S. Liebman                      m-liebman at northwestern.edu
                  http://msl521.freeshell.org/
"I have vision and the rest of the world wears bifocals."
        -Paul Newman in "Butch Cassidy & the Sundance Kid"


From chaim.rieger at gmail.com  Fri Feb  3 19:39:21 2006
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Fri, 3 Feb 2006 16:39:21 -0800
Subject: [rt-users] Stalled in the "MyRequests"
Message-ID: <95D263A1-A864-43F4-8335-F2B825DF9617@gmail.com>

edited as follows

[root at test1 Elements]# diff MyRequests MyRequests-
62c62
< my $Query = "Owner = 'Nobody' AND ( Status = 'new' OR Status =  
'stalled' OR Status = 'open')";
---
 > my $Query = "Owner = 'Nobody' AND ( Status = 'new' OR Status =  
'open')";

this should let the requestor see any tickets s/he reqested that are  
also stalled, is that correct.




From chaim.rieger at gmail.com  Fri Feb  3 19:43:28 2006
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Fri, 3 Feb 2006 16:43:28 -0800
Subject: [rt-users] stalled view
Message-ID: <C277BFC3-E8C8-42C5-B618-D95C76BEF109@gmail.com>

as stated in the previous email

i deited the MyRequests page to include stalled, but the stalled  
ticket does not show up on the
" 10 highest priority tickets I own  " view

how can i add everything except for resolved.




From dustinkanske at gmail.com  Fri Feb  3 20:14:08 2006
From: dustinkanske at gmail.com (Dustin Kanske)
Date: Fri, 3 Feb 2006 17:14:08 -0800
Subject: [rt-users] Multiple Outgoing rtname values in Tags.
Message-ID: <ad4b53d0602031714p453fefc9l24c078024a1526c8@mail.gmail.com>

Hello all,

Through the RT Site configuration file it is possible to define
Set($EmailSubjectTagRegex, qr/\Q$rtname\E/ ); so that RT will accept
multiple RT tags in the event that you change your rtname. I have a
situation where I would like to have the tag defined based on a property of
the ticket, such as queue name or a custom field. I was curious if anyone
else has come across this need before, and what if any were the solutions?
So far what I have planned to try is to change the SetSubjectToken sub in
lib/RT/Action/SendEmail.pm (RT 3.4.2) as follows:

sub SetSubjectToken {
    my $self = shift;

    my $rtname_map = {
             'QueueName1' => 'tag1',
             'QueueName2' => 'tag2',
    };

    my $tag  = "[$RT::rtname #" . $self->TicketObj->id . "]";

    my $new_rtname = $rtname_map->{$self->TicketObj->QueueObj->Name};
    if ($new_rtname) {
        $tag  = "[$new_rtname #" . $self->TicketObj->id . "]";
    }

    my $sub  = $self->TemplateObj->MIMEObj->head->get('Subject');
    unless ( $sub =~ /\Q$tag\E/ ) {
        $sub =~ s/(\r\n|\n|\s)/ /gi;
        chomp $sub;
        $self->TemplateObj->MIMEObj->head->replace( 'Subject', "$tag $sub"
);
    }
}

And also modify any templates and/or scrips as needed

Does this look like it would do the trick?

Regards,
Dustin
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From Bill at explosivo.com  Fri Feb  3 21:24:09 2006
From: Bill at explosivo.com (Bill)
Date: Fri, 3 Feb 2006 21:24:09 -0500
Subject: [rt-users] Problem with Update.html and local modification, and
	evaluation of RT
In-Reply-To: <B4F36250D1D04D418C4C30FAC92D63BC06EE18@winserv1.DirectnetIT.lan>
References: <B4F36250D1D04D418C4C30FAC92D63BC06EE18@winserv1.DirectnetIT.lan>
Message-ID: <20060203212409.d2580a3f.Bill@explosivo.com>

On Sat, 4 Feb 2006 07:25:40 +1100
"Robert Rowland" <Robert at directnetit.com.au> spake:

> Secondly, do you find that the documentation is up to par? I have struggled to find information about how to use the local directory, callbacks, and so on. And other items. Maybe I just don't know my way around the wiki very well, and 
maybe I'm just not very clever. The next person who tells me that won't
be the first ;-).

We are just getting started with it in the big scheme of things.  I
found the wiki to be good enough to get going, and plan on acquiring
the book so I have something to hit users with when they ask about
using it.  The nice part about the wiki is that you can add onto the
documentation as you see fit.  After wallowing a bit getting it working
on OpenBSD, I added an OpenBSD page to the wiki.  Its worth spending
time in there and reading a lot on this list.  
 
> Thirdly, impressions of the product as a whole? Good, bad, reliable/trustworthy, annoying niggles?

So far it seems excellent for the price.  We've written our own in the
past, then were considering a commercial package, then found this.
Feature wise I think RT hits it nicely with not overdoing the fields
and tracking, but also does not do too little. 




  

-- 

Bill Chmura
Director of Internet Technology
Explosivo ITG
Wolcott, CT

p: 860.621.8693
e: bill at Explosivo.com
w. http://www.explosivo.com


From john.habermann at wilderness.org.au  Fri Feb  3 21:49:27 2006
From: john.habermann at wilderness.org.au (john habermann)
Date: Sat, 4 Feb 2006 13:49:27 +1100
Subject: [rt-users] Creating scripts for Custom fields for RT to be used
	in conjunction with CVS
In-Reply-To: <JHENJJAEHNLCPHCCOEOHGEJICAAA.adessauer@cctus.com>
References: <JHENJJAEHNLCPHCCOEOHGEJICAAA.adessauer@cctus.com>
Message-ID: <a03253580602031849w494817e2g90c693e74b46761f@mail.gmail.com>

Not sure if this is useful to you or not as it refers to Subversion
rather than CVS but I came across a mention in the RT Essentials book
of the RT-Integration-SVN package which is available from CPAN.

cheers
John

On 2/2/06, Audrey Dessauer <adessauer at cctus.com> wrote:
>
> We are using RT version 3.2.2  WE are also using CVS for our version control
> tool.  One of our custom fields is called
> "Fixed in Build"  RT version 3.6 will have the capability of making custom
> fields mandatory. Until that time, does any one have experience with a
> script that can be used with RT and CVS to allow for an RT/CVS integration?
> Thank you.
>
> Audrey
>
> _______________________________________________
> 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
>


--
John Habermann
The Wilderness Society
www.wilderness.org.au


From jesse at bestpractical.com  Fri Feb  3 22:01:49 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 3 Feb 2006 22:01:49 -0500
Subject: [rt-users] Problem with Update.html and local modification,
	and evaluation of RT
In-Reply-To: <B4F36250D1D04D418C4C30FAC92D63BC06EE18@winserv1.DirectnetIT.lan>
References: <B4F36250D1D04D418C4C30FAC92D63BC06EE18@winserv1.DirectnetIT.lan>
Message-ID: <20060204030149.GZ4283@bestpractical.com>


> Secondly, do you find that the documentation is up to par? I have struggled to find information about how to use the local directory, callbacks, and so on. And other items. Maybe I just don't know my way around the wiki very well, and maybe I'm just not very clever. The next person who tells me that won't be the first ;-).
>  

We've got this book. It's likely the right place to start if you're not
happy with the user-built wiki. http://rtbook.bestpractical.com.


Jesse


From dshannon at techfluent.com  Sat Feb  4 12:28:51 2006
From: dshannon at techfluent.com (Duncan Shannon)
Date: Sat, 4 Feb 2006 11:28:51 -0600
Subject: [rt-users] Problem with Update.html and local modification,
	and evaluation of RT
Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB4516E446@TF-FS2.internal.techfluent.com>

> We've got this book. It's likely the right place to start if you're
not
> happy with the user-built wiki. http://rtbook.bestpractical.com.


Also, I hope to be contributing more to the wiki over the next months. I
love RT, but im not anywhere near a programmer so I cant really
contribute code...

duncan


From FLengyel at gc.cuny.edu  Sat Feb  4 12:54:28 2006
From: FLengyel at gc.cuny.edu (Lengyel, Florian)
Date: Sat, 4 Feb 2006 12:54:28 -0500
Subject: [rt-users] Error starting httpd: No root path(s) specified at
	/usr/local/rt3/bin/webmux.pl line 98
Message-ID: <6889DDC1CE0D7845912CB738AEE21A0A481496@MAILBE.acad.gc.cuny.edu>

I have a new installation of RT version 3.4.5 under Debian 3.1 (stable).
The web server is a compiled apache 1.13.34 with mod_perl version 1.29.
There are several perl directories; it wasn't obvious to me which one is
being used:
/usr/lib/perl/5.8.7
/usr/local/lib/perl/5.8.7
/usr/local/share/lib/perl/5.8.7
apt-get seems to update the first of these. The second was probably created
with an attempt to install mod_perl2 with apache 2.2.0; this was abandoned for
mod_perl 1.29 and apache 1.13.34, since the BestrPractical online documentation
seems to suggest this is the most stable; FastCGI also wanted to refer to the
ap compatibility library; resolving ap_null_handler was a losing proposition.


Initially on startup, http reported that CGI::Cookie.pm had an error reported elsewhere; 
this was resolved with
  perl -MCPAN -e 'install CGI::Cookie'
I could see that /usr/local/share/lib/perl/5.8.7 was updated; this also had the ModPerl
subdirectory (these observations aren't those of a seasoned PERL veteran).

Initially, I had this error when starting httpd: 

Starting httpd: No root path(s) specified at /usr/local/rt3/bin/webmux.pl line 98

This seemed to go away after I set the /perl/ alias in the httpd.conf to
/usr/local/share/lib/perl/5.8.7

I had a few moments of joy as the RT screens came up without broken links for the first
time.

However, the problem has reared its ugly head again. I have no idea what caused it.
A possible change in one of the PERL installations (I might have done an apt-get of
one of the perl libraries--though my guess is that would have affected the first of the
three PERL directories above)? Only last night I found out about
compiling PERL modules with PREFIX=<PERL lib dir>, after reading http://www.perl.com/pub/a/2002/04/10/mod_perl.html; should I do a rebuild with this?
How do I keep a PERL upgrade, which might happen after an "apt-get update; apt-get upgrade" 
from undermining hours and hours of work?

More to the point: what do I do to fix this error:

No root path(s) specified at /usr/local/rt3/bin/webmux.pl line 98


Thanks,
FL
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From JonathanG at pyramidcorporation.com  Sat Feb  4 15:37:03 2006
From: JonathanG at pyramidcorporation.com (Jonathan Godbeer)
Date: Sat, 4 Feb 2006 13:37:03 -0700
Subject: [rt-users] Fickle owner changes
Message-ID: <4B068AAC3504884EA9ECCC14B636D574CFC8EB@gir.PyramidCorp.Pyramidcorporation.com>

In one of my queues, I have set up a scrip to send a template which is a form that needs printing. That part works fine, now it only sends the form to the new owner on owner change.

Here's the catch. If owner A creates a ticket and sets it to nobody initially, then takes ownership once the necessary information is sent out, the scrip does not run and the form is not sent to them. However, if owner A sets it to nobody as before and completes it then sets it to owner B, owner B does receive the e-mail.

This tells me that the system does recognize the change in ownership from nobody to somebdy as a change.

Basically, if someone Takes a ticket, it isn't classifying this as an owner change. If they assign it from unowned, it does. Why? Any thoughts on how to correct this behaviour?
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From Robert at directnetit.com.au  Sat Feb  4 15:42:46 2006
From: Robert at directnetit.com.au (Robert Rowland)
Date: Sun, 5 Feb 2006 07:42:46 +1100
Subject: [rt-users] Problem with Update.html and local modification,
	and evaluation of RT
Message-ID: <B4F36250D1D04D418C4C30FAC92D63BC06EE1C@winserv1.DirectnetIT.lan>


>> I have emptied my cache, restarted the server, tried from another
>> computer that has never accessed Update.html before but I am always
>> getting the old code, no matter what. Does anyone have any clues?

> "My cache" being the browswer cache or the Mason cache?
Browser cache. Didn't know about Mason cache, but now I do. Thanks for the tip you solved my problem - may your next project be 30% easier than you expected.

  
>> I have struggled to find information about how to use the local
>> directory, callbacks, and so on. And other items.

> Have you read http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT ?
Yes I have, and I'm glad I found it before diving in and making changes.  I had difficulty with its brevity and relating it to the install paths that Gentoo uses. Still learning tho... 

Thanks for your help.

Also thanks to others who replied with thoughts on RT generally and its documentation. We will get the book, and if we go ahead with using RT (looks likely) I will probably be in the Wiki from time to time. 

Cheers,


Rob.

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From FLengyel at gc.cuny.edu  Sat Feb  4 18:10:26 2006
From: FLengyel at gc.cuny.edu (Lengyel, Florian)
Date: Sat, 4 Feb 2006 18:10:26 -0500
Subject: [rt-users] Error starting httpd: No root path(s) specified
	at/usr/local/rt3/bin/webmux.pl line 98
References: <6889DDC1CE0D7845912CB738AEE21A0A481496@MAILBE.acad.gc.cuny.edu>
Message-ID: <6889DDC1CE0D7845912CB738AEE21A0A48149A@MAILBE.acad.gc.cuny.edu>

The suspense was unbearable: I went back to the office to took a look
at the server. Despite the http error at the start:

root at rt:/etc/init.d# ./httpd start
No root path(s) specified at /usr/local/rt3/bin/webmux.pl line 98
./httpd start: httpd started
root at rt:/etc/init.d# 

RT seems to be working fine. 

No interesting errors in /usr/local/apache/logs:

[Sun Feb  5 00:20:09 2006] [notice] Apache/1.3.34 (Unix) mod_perl/1.29 configured -- resuming normal operations
[Sun Feb  5 00:20:09 2006] [notice] Accept mutex: sysvsem (Default: sysvsem)
[Sun Feb  5 00:22:20 2006] [error] [client 146.96.242.13] File does not exist: /usr/local/rt3/share/html/favicon.ico
[Sun Feb  5 00:32:19 2006] [error] [client 146.96.242.13] File does not exist: /usr/local/rt3/share/html/favicon.ico
root at rt:/usr/local/apache/logs# 


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com on behalf of Lengyel, Florian
Sent: Sat 2/4/2006 12:54 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Error starting httpd: No root path(s) specified at/usr/local/rt3/bin/webmux.pl line 98
 
I have a new installation of RT version 3.4.5 under Debian 3.1 (stable).
The web server is a compiled apache 1.13.34 with mod_perl version 1.29.
There are several perl directories; it wasn't obvious to me which one is
being used:
/usr/lib/perl/5.8.7
/usr/local/lib/perl/5.8.7
/usr/local/share/lib/perl/5.8.7
apt-get seems to update the first of these. The second was probably created
with an attempt to install mod_perl2 with apache 2.2.0; this was abandoned for
mod_perl 1.29 and apache 1.13.34, since the BestrPractical online documentation
seems to suggest this is the most stable; FastCGI also wanted to refer to the
ap compatibility library; resolving ap_null_handler was a losing proposition.


Initially on startup, http reported that CGI::Cookie.pm had an error reported elsewhere; 
this was resolved with
  perl -MCPAN -e 'install CGI::Cookie'
I could see that /usr/local/share/lib/perl/5.8.7 was updated; this also had the ModPerl
subdirectory (these observations aren't those of a seasoned PERL veteran).

Initially, I had this error when starting httpd: 

Starting httpd: No root path(s) specified at /usr/local/rt3/bin/webmux.pl line 98

This seemed to go away after I set the /perl/ alias in the httpd.conf to
/usr/local/share/lib/perl/5.8.7

I had a few moments of joy as the RT screens came up without broken links for the first
time.

However, the problem has reared its ugly head again. I have no idea what caused it.
A possible change in one of the PERL installations (I might have done an apt-get of
one of the perl libraries--though my guess is that would have affected the first of the
three PERL directories above)? Only last night I found out about
compiling PERL modules with PREFIX=<PERL lib dir>, after reading http://www.perl.com/pub/a/2002/04/10/mod_perl.html; should I do a rebuild with this?
How do I keep a PERL upgrade, which might happen after an "apt-get update; apt-get upgrade" 
from undermining hours and hours of work?

More to the point: what do I do to fix this error:

No root path(s) specified at /usr/local/rt3/bin/webmux.pl line 98


Thanks,
FL

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From alexmv at bestpractical.com  Sat Feb  4 18:24:56 2006
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Sat, 04 Feb 2006 18:24:56 -0500
Subject: [rt-users] Error starting httpd: No root path(s) specified
	at/usr/local/rt3/bin/webmux.pl line 98
In-Reply-To: <6889DDC1CE0D7845912CB738AEE21A0A48149A@MAILBE.acad.gc.cuny.edu>
References: <6889DDC1CE0D7845912CB738AEE21A0A481496@MAILBE.acad.gc.cuny.edu>
	<6889DDC1CE0D7845912CB738AEE21A0A48149A@MAILBE.acad.gc.cuny.edu>
Message-ID: <1139095496.24429.15.camel@localhost>

On Sat, 2006-02-04 at 18:10 -0500, Lengyel, Florian wrote:
> The suspense was unbearable: I went back to the office to took a look
> at the server. Despite the http error at the start:
>
> root at rt:/etc/init.d# ./httpd start
> No root path(s) specified at /usr/local/rt3/bin/webmux.pl line 98
> ./httpd start: httpd started
> root at rt:/etc/init.d#
>
> RT seems to be working fine.

..that turns out to be a harmless error that only shows up the first
time you start it.  It's now fixed in SVN.
 - Alex


From FLengyel at gc.cuny.edu  Sat Feb  4 19:25:27 2006
From: FLengyel at gc.cuny.edu (Lengyel, Florian)
Date: Sat, 4 Feb 2006 19:25:27 -0500
Subject: [rt-users] Error starting httpd: No root path(s)
	specifiedat/usr/local/rt3/bin/webmux.pl line 98
References: <6889DDC1CE0D7845912CB738AEE21A0A481496@MAILBE.acad.gc.cuny.edu><6889DDC1CE0D7845912CB738AEE21A0A48149A@MAILBE.acad.gc.cuny.edu>
	<1139095496.24429.15.camel@localhost>
Message-ID: <6889DDC1CE0D7845912CB738AEE21A0A48149B@MAILBE.acad.gc.cuny.edu>

Thanks. Incidentally, after adding two the lines to
RT_SiteConfigfile.pm for outbound sendmail (which works),
following p28 of RT Essentials, the error went away:

root at rt:/usr/local/rt3/etc# /etc/init.d/httpd start
/etc/init.d/httpd start: httpd started
root at rt:/usr/local/rt3/etc# 

So this seems to be an intermittent innocuous error.

F



-----Original Message-----
From: chmrr at zoq-fot-pik.mit.edu on behalf of Alex Vandiver
Sent: Sat 2/4/2006 6:24 PM
To: Lengyel, Florian
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Error starting httpd: No root path(s) specifiedat/usr/local/rt3/bin/webmux.pl line 98
 
On Sat, 2006-02-04 at 18:10 -0500, Lengyel, Florian wrote:
> The suspense was unbearable: I went back to the office to took a look
> at the server. Despite the http error at the start:
>
> root at rt:/etc/init.d# ./httpd start
> No root path(s) specified at /usr/local/rt3/bin/webmux.pl line 98
> ./httpd start: httpd started
> root at rt:/etc/init.d#
>
> RT seems to be working fine.

..that turns out to be a harmless error that only shows up the first
time you start it.  It's now fixed in SVN.
 - Alex

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From dthacker at omnihotels.com  Sat Feb  4 20:00:55 2006
From: dthacker at omnihotels.com (Dave Thacker)
Date: Sat, 04 Feb 2006 19:00:55 -0600
Subject: [rt-users] Install Problems with
Message-ID: <1139101256.6167.11.camel@dthacker.omnihotels.com>

I'm in a real fix.  I need to get an RT 3.10 instance installed so we
can migrate a test system to decent hardware.  I'm using a minimal build
of Suse 9.3 with locally compiled Apache 2.0.52 and mod_perl 2.01.  I've
satisfied all the perl dependencies, but when I start up Apache, I'm
getting this error message (from webmux.pl?)

[Sat Feb 04 18:45:27 2006] [error] Can't locate object method
"require_version" via package "DBI"
at /usr/local/lib/perl5/site_perl/5.8.7/Apache/DBI.pm line
23.\nCompilation failed in require at (eval 221) line 3.\n

DBI is version 1.5 

Any ideas?  TIA   Dave




From dthacker at omnihotels.com  Sat Feb  4 20:44:40 2006
From: dthacker at omnihotels.com (Dave Thacker)
Date: Sat, 04 Feb 2006 19:44:40 -0600
Subject: [rt-users] Install Problems with
In-Reply-To: <c2a36ce50602041737o4e3f7336g79508dc45bbf7a08@mail.gmail.com>
References: <1139101256.6167.11.camel@dthacker.omnihotels.com>
	<c2a36ce50602041737o4e3f7336g79508dc45bbf7a08@mail.gmail.com>
Message-ID: <1139103881.6167.13.camel@dthacker.omnihotels.com>

On Sat, 2006-02-04 at 17:37 -0800, Victor Gregorio wrote:
> Dave,
> 
> Are you using the Suse mod_perl / Apache / perl-DBI / MySQL ?
> Or your own packages? cpan installs?

Sorry, locally compiled Perl (5.8.7), and downloads from CPAN. 
MySQL is a binary.  None of this stuff is from the SuSE distro.

DT
> 
> On 2/4/06, Dave Thacker <dthacker at omnihotels.com> wrote:
>         I'm in a real fix.  I need to get an RT 3.10 instance
>         installed so we 
>         can migrate a test system to decent hardware.  I'm using a
>         minimal build
>         of Suse 9.3 with locally compiled Apache 2.0.52 and mod_perl
>         2.01.  I've
>         satisfied all the perl dependencies, but when I start up
>         Apache, I'm 
>         getting this error message (from webmux.pl?)
>         
>         [Sat Feb 04 18:45:27 2006] [error] Can't locate object method
>         "require_version" via package "DBI"
>         at /usr/local/lib/perl5/site_perl/5.8.7/Apache/DBI.pm line 
>         23.\nCompilation failed in require at (eval 221) line 3.\n
>         
>         DBI is version 1.5
>         
>         Any ideas?  TIA   Dave
>         
>         
>         _______________________________________________
>         http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>         
>         Be sure to check out the RT Wiki at
>         http://wiki.bestpractical.com
>         
>         Download a free sample chapter of RT Essentials from O'Reilly
>         Media at http://rtbook.bestpractical.com
>         
>         WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam,
>         Boston and
>         San Francisco - Find out more at
>         http://bestpractical.com/services/training.html
> 



From FLengyel at gc.cuny.edu  Sun Feb  5 04:09:39 2006
From: FLengyel at gc.cuny.edu (Lengyel, Florian)
Date: Sun, 5 Feb 2006 04:09:39 -0500
Subject: [rt-users] RT not sending mail (no recipients)
Message-ID: <6889DDC1CE0D7845912CB738AEE21A0A48149D@MAILBE.acad.gc.cuny.edu>

I have the suggested (minimal) sendmail configuration in RT_SiteConfig.pm:


Set($SendmailPath , "/usr/sbin/sendmail");
Set($SendmailArguments , "-oi -t");


I created a ticket, added myself as an AdminCC, and hoped to see some email
from RT. Sendmail works, as the following relevant error messages were obtained
with the command tail /var/log/messages | mail flengyel at gc.cuny.edu.

Feb  5 09:16:08 rt RT: Use of uninitialized value in substitution (s///) at template line 1. (/usr/local/rt3/lib/RT.pm:287) 
Feb  5 09:16:08 rt RT: <rt-3.4.5-7332-1139148968-1955.4-8-0 at rt.gc.cuny.edu> #4/117 - Scrip 8  (/usr/local/rt3/lib/RT/Action/SendEmail.pm:237) 
Feb  5 09:16:08 rt RT: <rt-3.4.5-7332-1139148968-1955.4-8-0 at rt.gc.cuny.edu> No recipients found. Not sending.  (/usr/local/rt3/lib/RT/Action/SendEmail.pm:249) 
Feb  5 09:16:08 rt RT: <rt-3.4.5-7332-1139148968-1955.4-9-0 at rt.gc.cuny.edu> #4/117 - Scrip 9  (/usr/local/rt3/lib/RT/Action/SendEmail.pm:237) 
Feb  5 09:16:08 rt RT: <rt-3.4.5-7332-1139148968-1955.4-9-0 at rt.gc.cuny.edu> No recipients found. Not sending.  (/usr/local/rt3/lib/RT/Action/SendEmail.pm:249) 
Feb  5 09:16:09 rt RT: <rt-3.4.5-7332-1139148969-1406.4-10-0 at rt.gc.cuny.edu> #4/118 - Scrip 10  (/usr/local/rt3/lib/RT/Action/SendEmail.pm:237) 
Feb  5 09:16:09 rt RT: <rt-3.4.5-7332-1139148969-1406.4-10-0 at rt.gc.cuny.edu> No recipients found. Not sending.  (/usr/local/rt3/lib/RT/Action/SendEmail.pm:249) 

FL
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From lengyel at gmail.com  Sun Feb  5 05:32:31 2006
From: lengyel at gmail.com (Florian Lengyel)
Date: Sun, 5 Feb 2006 05:32:31 -0500
Subject: [rt-users] RT not sending mail (no recipients)
In-Reply-To: <6889DDC1CE0D7845912CB738AEE21A0A48149D@MAILBE.acad.gc.cuny.edu>
References: <6889DDC1CE0D7845912CB738AEE21A0A48149D@MAILBE.acad.gc.cuny.edu>
Message-ID: <d170611f0602050232w11955ff4u9a0dd0a87faa0f21@mail.gmail.com>

My fault: $Organization in RT_SiteConfig.pm should have been what the
comments
state it should have been: the DNS domain name of my site; it was set to the

hostname of the rt server instead of the DNS. Now sendmailpipe works as
advertised,

F
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From chris-lists at pipelinewireless.us  Sun Feb  5 12:06:22 2006
From: chris-lists at pipelinewireless.us (Chris Hale)
Date: Sun, 5 Feb 2006 12:06:22 -0500
Subject: [rt-users] RT sending mail as Apache - getting bounced
Message-ID: <037601c62a76$7f704710$800101df@pipelinewireless.local>

All -

 

I have an existing setup where we are starting to receive error messages on
our final SMTP server.  We're receiving the following messages when someone
sends an e-mail from RT - either through an incoming e-mail, or a new ticket
that was created in RT.

 

Here's the error:

 

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From chris-lists at pipelinewireless.us  Sun Feb  5 12:19:03 2006
From: chris-lists at pipelinewireless.us (Chris Hale)
Date: Sun, 5 Feb 2006 12:19:03 -0500
Subject: [rt-users] RT sending mail as Apache - getting bounced
Message-ID: <038101c62a78$441e0ce0$800101df@pipelinewireless.local>

All -

 

I have an existing setup where we are starting to receive error messages on
our final SMTP server.  We're receiving the following messages when someone
sends an e-mail from RT - either through an incoming e-mail, or a new ticket
that was created in RT.  This has been working fine for about 6 months.

 

Local server is Centos4, running postfix 2.2.5 and RT 3.4.4.  Destination
mail server is FC1, running Exim 4.

 

Here's the error we're receiving from our server where the destination
e-mail accounts reside (running Exim 4):

 

Error on RT box:

 

Reporting-MTA: dns; netmon.pipelinewireless.us

X-Postfix-Queue-ID: 21BD63F4B79

X-Postfix-Sender: rfc822; apache at netmon.pipelinewireless.us

Arrival-Date: Sun,  5 Feb 2006 11:31:46 -0500 (EST)

Content-Type: text/plain

 

Final-Recipient: rfc822; clane at pipeline-wireless.com

Action: failed

Status: 5.0.0

Diagnostic-Code: X-Postfix; host 66.197.151.197[66.197.151.197] said: 550

    Administrative prohibition (in reply to end of DATA command)

 

Final-Recipient: rfc822; chale at pipelinewireless.us

Action: failed

Status: 5.0.0

Diagnostic-Code: X-Postfix; host 66.197.151.197[66.197.151.197] said: 550

    Administrative prohibition (in reply to end of DATA command)

 

Error on mail server:

 

2006-02-05 11:31:46 1F5mni-0007m1-5o H=netmon.pipelinewireless.us
[67.99.82.5] F=<apache at netmon.pipelinewireless.us> rejected after DATA:
there is no valid sender in any header line

 

It seems to be a sender verification issue, but I'm not sure why.  I did
notice the maillogs are showing mail coming from
<mailto:apache at netmon.pipelinewireless.us> apache at netmon.pipelinewireless.us
- could this be an issue?  Apache is listed in the /etc/aliases and goes to
root.  I've tried to whitelist @netmon.pipelinewireless.us on the FC1 box.

 

I also wonder since we redirect all of our ops/support/abuse to
ops/support/abuse at support.pipelinewireless.us (the
netmon.pipelinewireless.us box is aliased or CNAME'd to
support.pipelinewireless.us), when RT sends an e-mail from a
ops-comment/support-comment/etc-comment, there is no valid e-mail address on
the mail server.  It appears as though the reply is coming from
ops-comment at pipelinewireless.us:

 

Received: from localhost (localhost [127.0.0.1])

                by netmon.pipelinewireless.us (Postfix) with ESMTP id
21BD63F4B79;

                Sun,  5 Feb 2006 11:31:46 -0500 (EST)

Received: from netmon.pipelinewireless.us ([127.0.0.1])

 by localhost (netmon.pipelinewireless.us [127.0.0.1]) (amavisd-new, port
10024)

 with ESMTP id 19552-06; Sun,  5 Feb 2006 11:31:44 -0500 (EST)

Received: by netmon.pipelinewireless.us (Postfix, from userid 48)

                id E80663F4B96; Sun,  5 Feb 2006 11:31:44 -0500 (EST)

Subject: [Comment] RE: [pipeline-wireless.com #10623] AutoReply: testing
again - delete me

From: "chale at pipeline-wireless.com via RT" <ops-comment at pipelinewireless.us>

Reply-To: ops-comment at pipelinewireless.us

In-Reply-To: <037501c62a71$e41af200$800101df at pipelinewireless.local>

References: <RT-Ticket-10623 at pipeline-wireless.com>
<rt-3.4.4-32222-1139156802-215.10623-3-0 at pipeline-wireless.com>
<037501c62a71$e41af200$800101df at pipelinewireless.local>

Message-ID: <rt-3.4.4-32222-1139157104-932.10623-8-0 at pipeline-wireless.com>

Precedence: bulk

X-RT-Loop-Prevention: pipeline-wireless.com

RT-Ticket: pipeline-wireless.com #10623

Managed-by: RT 3.4.4 (http://www.bestpractical.com/rt/)

RT-Originator: chale at pipeline-wireless.com

To: "AdminCc of pipeline-wireless.com Ticket #10623": ;

MIME-Version: 1.0

X-RT-Original-Encoding: utf-8

Date: Sun,  5 Feb 2006 11:31:44 -0500 (EST)

X-Virus-Scanned: by amavisd-new at http://www.pipelinewireless.us - Contact
postmaster at pipelinewireless.us for additional

 information.

Content-Type: text/plain; charset=utf-8

Content-Transfer-Encoding: quoted-printable

 

Still not sure why this is not working anymore.  This has been working since
day 1.  Ideas?

 

Chris

 

 

 

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From bendis at bendis.cz  Sun Feb  5 16:51:53 2006
From: bendis at bendis.cz (Martin Benda)
Date: Sun, 5 Feb 2006 21:51:53 +0000 (UTC)
Subject: [rt-users] Re: RT Bug -> was: problem creating ticket - Found
	no	sequence for Tickets
References: <0a0d01c625c0$bca7a610$37cba1cd@emerytelcom.com>
Message-ID: <loom.20060205T224111-59@post.gmane.org>

Elliot Finley <efinleywork <at> efinley.com> writes:  
  
>   
> Still no response from anyone on this problem.  I downgraded Postgres from  
> 8.1.2 to 8.0.6 and all is well again.  So it appears that RT doesn't like  
> Postgres 8.1.2.  Can anyone confirm this?  
>   
 
Hi,  
  
I had the same problem with RT 3.4.4 and PostgreSQL 8.1.2, downgrading  
dbix-searchbuilder from 1.38 to 1.35 solved it - but I'm not sure if this is  
the primary source of problems...  
 
Bendis 



From ben.robson at classicblue.com.au  Sun Feb  5 23:02:12 2006
From: ben.robson at classicblue.com.au (Ben Robson)
Date: Mon, 6 Feb 2006 15:02:12 +1100
Subject: [rt-users] Context Sensitive Help
Message-ID: <E5D4E084CDBAF84C8D69BC83ACAC58827C04B9@sydcbsexc001.classicblue.corp>

Hey all,

 

I have been looking in to the concept of implementing a context
sensitive help system in to RT.

 

The best way I can see to achieve this, so far, is to modify the "Tabs"
such that a new entry exists titled "Help" with its link pointing to
something like "~/local/html/help/$Title"  (yes this syntax is wrong,
but you get the idea).

 

This method means that the help page used changes with the title of the
page displayed, thus meaning that each different page view (title) can
have it's own help entry.  If you wanted to use a wiki instead you could
even have the link point to a wiki entry with the wiki entry page being
titled the same as the page entry in RT.

 

The biggest issue I am working through right now is that $Title can
contain spaces, which of course a file system can struggle with.  So I
was wondering, within the context of "Tabs" what is the best way to
strip the spaces from $Title, possible in to a new variable label?

 

BenR

 

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From todd at chaka.net  Mon Feb  6 00:44:43 2006
From: todd at chaka.net (Todd Chapman)
Date: Mon, 6 Feb 2006 00:44:43 -0500
Subject: [rt-users] Context Sensitive Help
In-Reply-To: <E5D4E084CDBAF84C8D69BC83ACAC58827C04B9@sydcbsexc001.classicblue.corp>
References: <E5D4E084CDBAF84C8D69BC83ACAC58827C04B9@sydcbsexc001.classicblue.corp>
Message-ID: <20060206054443.GD26666@chaka.net>

On Mon, Feb 06, 2006 at 03:02:12PM +1100, Ben Robson wrote:
> Hey all,
> 
>  
> 
> I have been looking in to the concept of implementing a context
> sensitive help system in to RT.
> 
>  
> 
> The best way I can see to achieve this, so far, is to modify the "Tabs"
> such that a new entry exists titled "Help" with its link pointing to
> something like "~/local/html/help/$Title"  (yes this syntax is wrong,
> but you get the idea).
> 
>  
> 
> This method means that the help page used changes with the title of the
> page displayed, thus meaning that each different page view (title) can
> have it's own help entry.  If you wanted to use a wiki instead you could
> even have the link point to a wiki entry with the wiki entry page being
> titled the same as the page entry in RT.
> 
>  
> 
> The biggest issue I am working through right now is that $Title can
> contain spaces, which of course a file system can struggle with.  So I
> was wondering, within the context of "Tabs" what is the best way to
> strip the spaces from $Title, possible in to a new variable label?

What kind of help are you adding? I'm planning on some sort
of per field pop-up help that explains what is expected in each
field.

-Todd


From joby at u.washington.edu  Mon Feb  6 00:59:38 2006
From: joby at u.washington.edu (Joby Walker)
Date: Sun, 05 Feb 2006 21:59:38 -0800
Subject: [rt-users] Context Sensitive Help
In-Reply-To: <20060206054443.GD26666@chaka.net>
References: <E5D4E084CDBAF84C8D69BC83ACAC58827C04B9@sydcbsexc001.classicblue.corp>
	<20060206054443.GD26666@chaka.net>
Message-ID: <43E6E5CA.4080605@u.washington.edu>

Todd Chapman wrote:
> What kind of help are you adding? I'm planning on some sort
> of per field pop-up help that explains what is expected in each
> field.
> 

I'd been hoping to try to use this JS library to have some cool 
incontext help tooltips:

http://tooltip.crtx.org/

jbw


From ben.robson at classicblue.com.au  Mon Feb  6 01:02:07 2006
From: ben.robson at classicblue.com.au (Ben Robson)
Date: Mon, 6 Feb 2006 17:02:07 +1100
Subject: [rt-users] Context Sensitive Help
Message-ID: <E5D4E084CDBAF84C8D69BC83ACAC58827C055B@sydcbsexc001.classicblue.corp>

> -----Original Message-----
> From: Todd Chapman [mailto:todd at chaka.net]
> Sent: Monday, 6 February 2006 4:45 PM
> To: Ben Robson
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Context Sensitive Help
> 
> On Mon, Feb 06, 2006 at 03:02:12PM +1100, Ben Robson wrote:
> > Hey all,
> >
> >
> >
> > I have been looking in to the concept of implementing a context
> > sensitive help system in to RT.
> >
> >
> >
> > The best way I can see to achieve this, so far, is to modify the
"Tabs"
> > such that a new entry exists titled "Help" with its link pointing to
> > something like "~/local/html/help/$Title"  (yes this syntax is
wrong,
> > but you get the idea).
> >
> >
> >
> > This method means that the help page used changes with the title of
the
> > page displayed, thus meaning that each different page view (title)
can
> > have it's own help entry.  If you wanted to use a wiki instead you
could
> > even have the link point to a wiki entry with the wiki entry page
being
> > titled the same as the page entry in RT.
> >
> >
> >
> > The biggest issue I am working through right now is that $Title can
> > contain spaces, which of course a file system can struggle with.  So
I
> > was wondering, within the context of "Tabs" what is the best way to
> > strip the spaces from $Title, possible in to a new variable label?
> 
> What kind of help are you adding? I'm planning on some sort
> of per field pop-up help that explains what is expected in each
> field.
> 
> -Todd

My current plan was to implement a user help system.  The help provided
would be contextualised by the "Help" link being tied to the $Title
value, as available in the Tabs component.

My first cut was going to have the link content be static HTML files
(likely located in ~/local/html/help/$Title.html.  But in time I might
link it to a wiki of some type, where by the wiki page label will be the
$Title value in the Tabs.

The first significant issue I face is stripping the spaces from the
$Title value and getting that value in to a new variable label (e.g.
$HelpTitle), but doing this from within the Tabs file.

If I can't use the $Title value, I was going to se if I could create
some sort of generic Help system, and look up the referrer value to
determine where the link came from and hence what help content should be
displayed.

In time I too was going to look in to per-field style help, but
initially I just want a master help document framework linked to the
main menu bar (Tabs).

BenR


From tomas.olaj at usit.uio.no  Mon Feb  6 03:55:21 2006
From: tomas.olaj at usit.uio.no (Tomas Olaj)
Date: Mon, 6 Feb 2006 09:55:21 +0100 (CET)
Subject: [rt-users] FastCGI vs/or FastCGId? System memory "leak"?
In-Reply-To: <43E0E785.5030603@cityfone.net>
References: <20060112170008.4119A4D8254@diesel.bestpractical.com>
	<Pine.LNX.4.63-L.0601131325000.28772@attila.uio.no>
	<B097D110-B74D-4DD9-82F8-CE693F3E7AD1@hamburg.fcb.com>
	<43E0E785.5030603@cityfone.net>
Message-ID: <Pine.LNX.4.63-L.0602060952450.30228@attila.uio.no>

On the marvelous Wed, 1 Feb 2006, Justin Zygmont wrote kindly to me ...

>>> Jesse mentioned at the Amsterdam class that mod_FCGId is another 
>>> alternative (http://fastcgi.coremail.cn/) to mod_FastCGI, and I  will have 
>>> a closer look at this source. And, the source code looks  newer and 
>>> maintained. ;)
>> 
>> 
>> 
>> Hello,
>> did anybody use fcgid successfully to replace fascgi? I would love an 
>> rt-specific configuration sample.
>> 
>> Regards,
>>     Harald
>
> I tried it, and it seemed to work great, until a few users noticed a place 
> where they could not create a ticket.  When I switched it back to cgi, or 
> fastcgi, it worked again.  So much for using that...
>
> Meanwhile, I can the fastcgi processes slowly taking up more and more ram.

I really haven't got time to test FCGId. Do You say that this software 
is not recommendable? Could there be other alternatives than FastCGI? 
FastCGI works, but it consumes memory, and I worry because no one 
maintains the source code.

-- 
________________________________________________________________________
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 FLengyel at gc.cuny.edu  Mon Feb  6 05:02:22 2006
From: FLengyel at gc.cuny.edu (Lengyel, Florian)
Date: Mon, 6 Feb 2006 05:02:22 -0500
Subject: [rt-users] FastCGI vs/or FastCGId? System memory "leak"?
References: <20060112170008.4119A4D8254@diesel.bestpractical.com><Pine.LNX.4.63-L.0601131325000.28772@attila.uio.no><B097D110-B74D-4DD9-82F8-CE693F3E7AD1@hamburg.fcb.com><43E0E785.5030603@cityfone.net>
	<Pine.LNX.4.63-L.0602060952450.30228@attila.uio.no>
Message-ID: <6889DDC1CE0D7845912CB738AEE21A0A4814AB@MAILBE.acad.gc.cuny.edu>


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com on behalf of Tomas Olaj
Sent: Mon 2/6/2006 3:55 AM
To: Justin Zygmont
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] FastCGI vs/or FastCGId? System memory "leak"?
 
On the marvelous Wed, 1 Feb 2006, Justin Zygmont wrote kindly to me ...

>>> Jesse mentioned at the Amsterdam class that mod_FCGId is another 
>>> alternative (http://fastcgi.coremail.cn/) to mod_FastCGI, and I  will have 
>>> a closer look at this source. And, the source code looks  newer and 
>>> maintained. ;)
>> 
>> 
>> 
>> Hello,
>> did anybody use fcgid successfully to replace fascgi? I would love an 
>> rt-specific configuration sample.
>> 
>> Regards,
>>     Harald
>
> I tried it, and it seemed to work great, until a few users noticed a place 
> where they could not create a ticket.  When I switched it back to cgi, or 
> fastcgi, it worked again.  So much for using that...
>
> Meanwhile, I can the fastcgi processes slowly taking up more and more ram.

I really haven't got time to test FCGId. Do You say that this software 
is not recommendable? Could there be other alternatives than FastCGI? 
FastCGI works, but it consumes memory, and I worry because no one 
maintains the source code.

-- 
________________________________________________________________________
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

I gave up on FastCGI when I saw what was involved getting it to work
with apache2 under red Hat Enterprose linux. The endless HTML rubbish that
FastCGI will dump into the syslog when it throws an exception 
completely defeats the purpose of system logs with one line informative 
messages. The punishment for FastCGI's lack of consideration for my system
was a corresponding lack of consideration of it. I decided to use mod_perl. 
At first, the situation with Apache 2.2.0 and mod_perl2 weren't much better. 
The calls to the Apache  compatibility library begin with ap_null_handler, 
and descended from there to abysmal depths...Apparently, Apache 2.x jettisoned 
the apache compatibility library at some point (perhaps Apache 2.1). I would 
have had to revert to an earlier Apache 2. I ended up compiling mod_perl1 
version 1.26  with apache 1.13.34, since this combination seems to be 
the one recommended (ever so slightly more than FastCGI on the bestpractical site), 
and mod_perl1 seems to be considered more stable than mod_perl2. This choice
resulted in my first working system, though it could have been influenced by
"learning experiences" I had during the process. This was on a Debian sarge system.
I avoided apt-get and chose to compile the necessary software.

FL
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From stephen at hknet.com  Mon Feb  6 04:58:42 2006
From: stephen at hknet.com (Stephen Fung)
Date: Mon, 06 Feb 2006 17:58:42 +0800
Subject: [rt-users] Set CustomField value on 'Quick ticket creation'
Message-ID: <43E71DD2.4000505@hknet.com>

Hi all,

Is it possible to set the value of a global custom field by using the 
'Quick ticket creation' form?

I've modified the form to show that custom field but I found the custom 
field is not updated while the ticket is created.

Below is contents of my '/Elements/QuickCreate':

<& /Elements/TitleBoxStart, title => loc('Quick ticket creation') &>
<form method="post" action="<%$RT::WebPath%>/index.html">
<input type="hidden" name="QuickCreate" value="1">
<table>
<tr>
<td>
<font size="-2"><&|/l&><% $CF->Name %></&>:<br><& 
/Elements/EditCustomField, CustomField => $CF, NamePrefix => 
"Object-RT::Transaction--CustomField-" &></font>
</td>
<td>
<font size="-2"><&|/l&>Subject</&>:<br><input size="40" 
name="Subject"></font>
</td>
<td>
<font size="-2"><&|/l&>Queue</&>:<br><& /Elements/SelectQueue, Name => 
'Queue', ShowNullOption => 0, ShowAllQueues => 0 &></font>
</td>
</tr>
<tr><td colspan="3"><font size="-2"><textarea cols="50" 
rows="3"></textarea></font></td></tr>
</table>
<div align="right"><input type="submit" value="<%loc('Create')%>"></div>
</form>
<& /Elements/TitleBoxEnd &>

<%init>
my $CF = RT::CustomField->new( $session{'CurrentUser'});
$CF->LoadByName(Queue => 0, Name => 'Area');
</%init>


Any idea?

Regards,
Stephen


From jkaufman at footlocker.com  Mon Feb  6 08:08:36 2006
From: jkaufman at footlocker.com (jkaufman at footlocker.com)
Date: Mon, 6 Feb 2006 07:08:36 -0600
Subject: [rt-users] Scalar::Util::Weak Problem (Still Broken)
In-Reply-To: <43E3BAE1.6070308@cranite.com>
Message-ID: <OF0D6DDC5F.B0A4B7CA-ON8625710D.0047416F-8625710D.0047D323@woolworth.com>

I suppose I should have mentioned that. The 'make' that ships with AIX 
seems to be bad when it comes to compiling OSS type stuff. So I've 
replaced it with GNU Make v3.8, along with gettext v0.10.40, flex v2.5.4a, 
libtool v1.5.8, readline v4.3, bison v1.875, autoconf v2.59, automake 
v1.8.5, expat v1.95.2, m4 v1.4.1

They are all official IBM rpms from the Linux Toolbox for AIX.

I don't suppose anyone notices a version conflict in what I've just 
mentioned?

I've already changed the LIBPATH to /opt/freeware/lib:/lib:/usr/lib (and 
kept it unset) to no avail. I've tried using GCC v3.3.2, and VAC v5.0, 7.0 
and 8.0. 

Nothing seems to be working. I've tried starting from source using all the 
aformentioned C compilers....Nada..

I expect there is an incompatibility *somewhere*....But where that is...I 
have no idea. 

Jonathan Kaufman

Foot Locker Corporate Services, Inc.
E-Mail: jkaufman at footlocker.com
Tel:414-357-4062
Fax:717-972-3700
Tie Line:89-221-4062





Greg
02/03/2006 02:19 PM


To
jkaufman at footlocker.com
cc
rt-users at lists.bestpractical.com
Subject
Re: [rt-users] Scalar::Util::Weak Problem (Still Broken)






jkaufman at footlocker.com wrote:

> Once again denied...ugh..   ... [snipped] ...
> make: *** [subdirs] Error 2
>   /opt/freeware/bin/make  -- NOT OK
> Running make test
>   Can't test without successful make
> Running make install
>   make had returned bad status, install seems impossible
>
> I even went through the trouble of blowing away my perl install, and 
> compiling without threads to see if it's a threading issue (same 
> error)...Sigh... Anyone?


I am wondering if there are incompatible instructions in your Makefile.

Incompatible with your version of 'make', that is. If the Makefile.PL
does not like the AIX /opt/freeware/bin/make, can you provide another one?

If your "freeware" make is GNU make, is it a modern version?

I have rarely gone wrong by forcing other members of the team to 
standardize
on GNU make. Well, technically wrong, at least. :)

If your system continues finding an incorrect version of a program or 
library, you
can create a UID zero user who is not root for the duration of the 
install. Then
you can hack the living ... umm, you can really make some profound 
changes to
that new user's environment, including adding or subtracting huge 
sections of
PATH to force certain code to be used in lieu of the system default.

After the install is in production, back up the environment of the 
hacked-up
superuser, and then delete that user.

Please let us know what you tried, and if it works.

Take care,

Greg


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From tomas.olaj at usit.uio.no  Mon Feb  6 09:13:10 2006
From: tomas.olaj at usit.uio.no (Tomas Olaj)
Date: Mon, 6 Feb 2006 15:13:10 +0100 (CET)
Subject: [rt-users] FastCGI vs/or FastCGId? System memory "leak"?
In-Reply-To: <B097D110-B74D-4DD9-82F8-CE693F3E7AD1@hamburg.fcb.com>
References: <20060112170008.4119A4D8254@diesel.bestpractical.com>
	<Pine.LNX.4.63-L.0601131325000.28772@attila.uio.no>
	<B097D110-B74D-4DD9-82F8-CE693F3E7AD1@hamburg.fcb.com>
Message-ID: <Pine.LNX.4.63-L.0602061510560.30228@attila.uio.no>

On the marvelous Wed, 1 Feb 2006, Harald Wagener wrote kindly to me ...

>> Jesse mentioned at the Amsterdam class that mod_FCGId is another 
>> alternative (http://fastcgi.coremail.cn/) to mod_FastCGI, and I will have a 
>> closer look at this source. And, the source code looks newer and 
>> maintained. ;)
>
> Hello,
> did anybody use fcgid successfully to replace fascgi? I would love an 
> rt-specific configuration sample.
>
> Regards,
>   Harald

Jesse, what do BP use in their labs? Have BP testet Apache1|2 and 
mod_FastCGI|mod_FCGId? But You do recommend fcgi contra mod_perl?

cheers,
Tomas

-- 
________________________________________________________________________
Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso
  University of Oslo / USIT (Center for Information Technology Services)
    System- and Application Management / Applications Management Group


From crsurf at gmail.com  Mon Feb  6 10:05:32 2006
From: crsurf at gmail.com (Cristiano da Costa)
Date: Mon, 6 Feb 2006 13:05:32 -0200
Subject: [rt-users] Different SLA: Setting Due in scrip based on Starts
Message-ID: <311334b60602060705g749b4d60ic019ad62eab91fce@mail.gmail.com>

Hello

I want to set a different SLA if user filled the field Start, bellow is my
code, but doesn?t work.


my $now = RT::Date->new($RT::SystemUser);
my $sla = RT::Date->new($RT::SystemUser);
$now->SetToNow;
$sla->SetToNow;
$sla->AddSeconds(+14400);

if ( $self->TicketObj->Starts eq '1970-01-01 00:00:00' ) {
$self->TicketObj->SetStarts( $now->ISO );
}
else {
$sla = $self->TicketObj->Starts;
$sla->AddSeconds(+14400);
}

if ( $self->TicketObj->Started eq '1970-01-01 00:00:00' ) {
$self->TicketObj->SetStarted( $now->ISO );
}
if ( $self->TicketObj->Due eq '1970-01-01 00:00:00' ) {
$self->TicketObj->SetDue( $sla->ISO );
}
return 1;



Sds



Cristiano
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From rfh at pipex.net  Mon Feb  6 10:50:16 2006
From: rfh at pipex.net (Roy El-Hames)
Date: Mon, 06 Feb 2006 15:50:16 +0000
Subject: [rt-users] RT::Handle->SimpleQuery
Message-ID: <43E77038.8060409@pipex.net>

Hi;
rt-3.4.4, DBIx::SearchBuilder v1.33, mysql 4.18,mod_perl v2.000001;perl5 
(revision 5 version 8 subversion 7) .

In using RT::Handle->SimpleQuery to update/delete is there any way it 
can return to the number of records deleted/updated ..
I'll even be  happy if it just return a success or failure ;
eg what I would like:
 my $update = $RT::Handle->SimpleQuery("update mytable set record='rec' 
where condition='con');
if ($update) {
    hay it works
}else{
    it did n't
}
at the moment it returns true even if  'con' does not exist.
Thanks;
Roy



From S.G.Tranter at lboro.ac.uk  Mon Feb  6 12:06:31 2006
From: S.G.Tranter at lboro.ac.uk (Stewart Tranter)
Date: Mon, 06 Feb 2006 17:06:31 +0000
Subject: [rt-users] RT at a glance user preferences
Message-ID: <43E78217.2070709@lboro.ac.uk>

Hi,

I'm using RT 3.5.5 and I was wondering if is anyway to change the 
standard RT at a glance page for all users?

I want to remove the Quick Create tab at the bottom, but to go through 
each user's preferences would be a bit tedious, can I change the default 
setup somewhere?

Thanks in advance,

Stewart
------------------------------------------------
Stewart Tranter
Computing Services
Loughborough University

E:  s.g.tranter at lboro.ac.uk
W:  http://www.lboro.ac.uk/computing/
T:  +44 (0) 1509 223719
F:  +44 (0) 1509 223989
------------------------------------------------


From JonathanG at pyramidcorporation.com  Mon Feb  6 12:13:09 2006
From: JonathanG at pyramidcorporation.com (Jonathan Godbeer)
Date: Mon, 6 Feb 2006 10:13:09 -0700
Subject: [rt-users] Fickle owner changes
Message-ID: <4B068AAC3504884EA9ECCC14B636D574CFC8ED@gir.PyramidCorp.Pyramidcorporation.com>

I started looking into my issue and realized that part of the problem is I am creating a scrip to run off of OnOwnerChange when I should be making a custom condition.
 
This queue is used for purchasing. We get a request and fill out what information we are given. We then do the footwork and fill in the remaining fields after researching needs and costs. Once that is done I wanted to have a specific template sent to the owner to be printed out and handed off to the paper bureaucracy.
 
I had initially set it up so that once the information was inputted, the person working the ticket would assign themself ownership and receive the form to print in the e-mail. The system is not recognizing the owner change in certain situations.
 
What I would like to do now then is to have the template I have created be sent to the owner when a specific custom field is set from a null value to a string value.
 
Here is what I have so far from reading through related articles:
 
if (($self->TransactionObj->Type eq "CustomField") and
 
($self->TransactionObj->Field eq "purch_vendor") and
 
($self->TransactionObj->NewValue ne 0)) {
 
return(1);
 
} else {
 
return(undef);
 
} 
 
Now one thing that I realized from reading up is that the Field eq "purch_vendor" will probably not work. I read that you need to specify the field's ID. How do I call on that information?
 
Thanks
 
 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Jonathan Godbeer
Sent: Saturday, February 04, 2006 1:37 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Fickle owner changes



In one of my queues, I have set up a scrip to send a template which is a form that needs printing. That part works fine, now it only sends the form to the new owner on owner change.

Here's the catch. If owner A creates a ticket and sets it to nobody initially, then takes ownership once the necessary information is sent out, the scrip does not run and the form is not sent to them. However, if owner A sets it to nobody as before and completes it then sets it to owner B, owner B does receive the e-mail.

This tells me that the system does recognize the change in ownership from nobody to somebdy as a change. 

Basically, if someone Takes a ticket, it isn't classifying this as an owner change. If they assign it from unowned, it does. Why? Any thoughts on how to correct this behaviour?

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From chaim.rieger at gmail.com  Mon Feb  6 12:42:54 2006
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Mon, 6 Feb 2006 09:42:54 -0800
Subject: [rt-users] CF values based on incoming To: address (question)
Message-ID: <779BB5EF-0EA5-4395-B8B8-192E105B6A40@gmail.com>

Created this scrip according to the wiki,


$self->TicketObj->Transactions->First->Attachments->First->GetHeader 
("To");

my $cf_value = "";
$cf_value = "DBA" if ($to =~ /^dba-request\@rt.bizsys.com/i);
$cf_value = "SAP" if ($to =~ /^sap-request\@rt.bizsys.com/i);
$cf_value = "IR (Phoenix)"  if ($to =~ /^ir-request\@rt.bizsys.com/i);
$cf_value = "Sys Admin"  if ($to =~ /^sa-request\@rt.bizsys.com/i);
$cf_value = "No Value" if ($to =~ /^rt\@rt.bizsys.com/i);

my $CF_Obj = RT::CustomField->new($RT::SystemUser);
my $cf_name = "Requestor-Org";

$RT::Logger->debug( $self . " cf_value = ". $cf_value . "\n" );

$CF_Obj->LoadByName( Name => $cf_name, Queue => '0',);
    $RT::Logger->debug( "Loaded \$CF_Obj->Name = ". $CF_Obj->Name 
() ."\n" );
$CF_Obj->AddValueForObject( Object  => $self->TicketObj,
                            Content => $cf_value, );
return 1;
############################################


created a scrip with the above, but getting this in the logs


############################################
[Mon Feb  6 17:34:34 2006] [debug]: RT::Action::UserDefined=HASH 
(0xb562968) cf_value = Sys Admin
((eval 411):13)
[Mon Feb  6 17:34:34 2006] [debug]: Loaded $CF_Obj->Name =
((eval 411):16)



--
Chaim Rieger

chaim.rieger at gmail.com



From chaim.rieger at gmail.com  Mon Feb  6 12:45:19 2006
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Mon, 6 Feb 2006 09:45:19 -0800
Subject: [rt-users] RT at a glance user preferences
In-Reply-To: <43E78217.2070709@lboro.ac.uk>
References: <43E78217.2070709@lboro.ac.uk>
Message-ID: <BC1FFD1F-AC7E-432A-9E46-472CB408F0F4@gmail.com>


On Feb 6, 2006, at 9:06 AM, Stewart Tranter wrote:

> Hi,
>
> I'm using RT 3.5.5 and I was wondering if is anyway to change the  
> standard RT at a glance page for all users?
>
> I want to remove the Quick Create tab at the bottom, but to go  
> through each user's preferences would be a bit tedious, can I  
> change the default setup somewhere?
>
> Thanks in advance,


yes you can,

in the archives is all the info you need,
in brief you can modify the code and comment out what you do want to  
show up via http





--
Chaim Rieger

chaim.rieger at gmail.com



From justin at cityfone.net  Mon Feb  6 12:52:19 2006
From: justin at cityfone.net (Justin Zygmont)
Date: Mon, 06 Feb 2006 09:52:19 -0800
Subject: [rt-users] FastCGI vs/or FastCGId? System memory "leak"?
In-Reply-To: <Pine.LNX.4.63-L.0602060952450.30228@attila.uio.no>
References: <20060112170008.4119A4D8254@diesel.bestpractical.com>
	<Pine.LNX.4.63-L.0601131325000.28772@attila.uio.no>
	<B097D110-B74D-4DD9-82F8-CE693F3E7AD1@hamburg.fcb.com>
	<43E0E785.5030603@cityfone.net>
	<Pine.LNX.4.63-L.0602060952450.30228@attila.uio.no>
Message-ID: <43E78CD3.2020203@cityfone.net>

Tomas Olaj wrote:
> On the marvelous Wed, 1 Feb 2006, Justin Zygmont wrote kindly to me ...
> 
>>>> Jesse mentioned at the Amsterdam class that mod_FCGId is another 
>>>> alternative (http://fastcgi.coremail.cn/) to mod_FastCGI, and I  
>>>> will have a closer look at this source. And, the source code looks  
>>>> newer and maintained. ;)
>>>
>>>
>>>
>>>
>>> Hello,
>>> did anybody use fcgid successfully to replace fascgi? I would love an 
>>> rt-specific configuration sample.
>>>
>>> Regards,
>>>     Harald
>>
>>
>> I tried it, and it seemed to work great, until a few users noticed a 
>> place where they could not create a ticket.  When I switched it back 
>> to cgi, or fastcgi, it worked again.  So much for using that...
>>
>> Meanwhile, I can the fastcgi processes slowly taking up more and more 
>> ram.
> 
> 
> I really haven't got time to test FCGId. Do You say that this software 
> is not recommendable? Could there be other alternatives than FastCGI? 
> FastCGI works, but it consumes memory, and I worry because no one 
> maintains the source code.

It's really easy to test, I think it would work as a drop in replacement 
for fastcgi, but when I tried it, I noticed there was 1 situation where 
I used to be able to create a ticket that would not work anymore.  When 
I switched back to fastcgi, it worked again.  so I know fcgid can't be 
100%, it's too bad, I don't know why something as useful as fastcgi 
wouldn't be maintained anymore.  I'm not sure where the problem was, I 
was hoping for feedback from other people about it too, i'd have to 
recommend to stay with fastcgi, the memory leak doesnt seem huge, it 
just needs a restart once in a while.  I can't wait for RHEL5 with 
modperl 2 :) I sure hope it will use it.



-- 
Justin Zygmont
System Administrator
Cityfone Telecommunications Inc

direct 604.629.8841
cell 778.239.7215
email justin at cityfone.net


From les at futuresource.com  Mon Feb  6 13:15:48 2006
From: les at futuresource.com (Les Mikesell)
Date: Mon, 06 Feb 2006 12:15:48 -0600
Subject: [rt-users] FastCGI vs/or FastCGId? System memory "leak"?
In-Reply-To: <43E78CD3.2020203@cityfone.net>
References: <20060112170008.4119A4D8254@diesel.bestpractical.com>
	<Pine.LNX.4.63-L.0601131325000.28772@attila.uio.no>
	<B097D110-B74D-4DD9-82F8-CE693F3E7AD1@hamburg.fcb.com>
	<43E0E785.5030603@cityfone.net>
	<Pine.LNX.4.63-L.0602060952450.30228@attila.uio.no>
	<43E78CD3.2020203@cityfone.net>
Message-ID: <1139249748.14121.40.camel@moola.futuresource.com>

On Mon, 2006-02-06 at 11:52, Justin Zygmont wrote:

> I switched back to fastcgi, it worked again.  so I know fcgid can't be 
> 100%, it's too bad, I don't know why something as useful as fastcgi 
> wouldn't be maintained anymore.

When something works there's not much need to be maintained. I
haven't had any problems that I'd blame on fastcgi after installing
according to:
http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide

The one thing that might be different between mod_perl and
fastcgi is that apache has a directive for how many pages
to let a child process serve before killing it and starting
a new one that work with mod_perl processes.  You can use this
to balance between speed and memory leaks by forcing the
perl processes to restart regularly. I don't think fastcgi
has a similar option, although if the program exited on its
own it should restart a new one.  Is there any RT option to
say that if it is consuming some amount of memory and has served
some number of pages that it should die at the end of a request?

-- 
  Les Mikesell
   lesmikesell at gmail.com




From sseibl at seibl.com  Mon Feb  6 13:35:02 2006
From: sseibl at seibl.com (SSeibl)
Date: Mon, 06 Feb 2006 10:35:02 -0800
Subject: [rt-users] RT Gmt Time  issue
Message-ID: <43E796D6.40907@seibl.com>


Everything is working fine with the exception of Custom Scrips. I am 
really confused. mysql is set to US/Pacific, RT is set to US/Pacific, 
the server is set to US/Pacific but the rt logs are timestamped GMT and 
the script that uses time thusly "return 0 unless $hour >= 6 || $hour <= 
18;" operate as if it is GMT. Right now it is 12:54PST, the log entries 
are time stamped in GMT "[[Fri Jan 4 20:56:18 2006] [info]: Successful 
login for root from

10.40.1.17 (/opt/rt3/share/html/autohandler:197) and the script times 
are assuming GMT. Any clues?



From justin at cityfone.net  Mon Feb  6 13:54:19 2006
From: justin at cityfone.net (Justin Zygmont)
Date: Mon, 06 Feb 2006 10:54:19 -0800
Subject: [rt-users] FastCGI vs/or FastCGId? System memory "leak"?
In-Reply-To: <1139249748.14121.40.camel@moola.futuresource.com>
References: <20060112170008.4119A4D8254@diesel.bestpractical.com>	
	<Pine.LNX.4.63-L.0601131325000.28772@attila.uio.no>	
	<B097D110-B74D-4DD9-82F8-CE693F3E7AD1@hamburg.fcb.com>	
	<43E0E785.5030603@cityfone.net>	
	<Pine.LNX.4.63-L.0602060952450.30228@attila.uio.no>	
	<43E78CD3.2020203@cityfone.net>
	<1139249748.14121.40.camel@moola.futuresource.com>
Message-ID: <43E79B5B.3070108@cityfone.net>

Les Mikesell wrote:
> On Mon, 2006-02-06 at 11:52, Justin Zygmont wrote:
> 
> 
>>I switched back to fastcgi, it worked again.  so I know fcgid can't be 
>>100%, it's too bad, I don't know why something as useful as fastcgi 
>>wouldn't be maintained anymore.
> 
> 
> When something works there's not much need to be maintained. I
> haven't had any problems that I'd blame on fastcgi after installing
> according to:
> http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide
> 
> The one thing that might be different between mod_perl and
> fastcgi is that apache has a directive for how many pages
> to let a child process serve before killing it and starting
> a new one that work with mod_perl processes.  You can use this
> to balance between speed and memory leaks by forcing the
> perl processes to restart regularly. I don't think fastcgi
> has a similar option, although if the program exited on its
> own it should restart a new one.  Is there any RT option to
> say that if it is consuming some amount of memory and has served
> some number of pages that it should die at the end of a request?

If it has a memory leak, there's a reason to maintain the code, it hasnt 
been changed since 2003, which is why some of us are thinking it may no 
longer be maintained.

Is that MaxRequestsPerChild ?  such a setting for fastcgi could provide 
a way to control the problem.  Just watch the memory usage for your fcgi 
processes, as long as you dont restart apache, you'll se them slowly get 
bigger and bigger.



-- 
Justin Zygmont
System Administrator
Cityfone Telecommunications Inc

direct 604.629.8841
cell 778.239.7215
email justin at cityfone.net


From purp at acm.org  Mon Feb  6 14:13:52 2006
From: purp at acm.org (Jim Meyer)
Date: Mon, 06 Feb 2006 11:13:52 -0800
Subject: [rt-users] RT at a glance user preferences
In-Reply-To: <BC1FFD1F-AC7E-432A-9E46-472CB408F0F4@gmail.com>
References: <43E78217.2070709@lboro.ac.uk>
	<BC1FFD1F-AC7E-432A-9E46-472CB408F0F4@gmail.com>
Message-ID: <1139253232.28382.50.camel@zodiac.pdi.com>

On Mon, 2006-02-06 at 09:45 -0800, Chaim Rieger wrote:
> On Feb 6, 2006, at 9:06 AM, Stewart Tranter wrote:
> 
> > Hi,
> >
> > I'm using RT 3.5.5 and I was wondering if is anyway to change the  
> > standard RT at a glance page for all users?
> >
> > I want to remove the Quick Create tab at the bottom, but to go  
> > through each user's preferences would be a bit tedious, can I  
> > change the default setup somewhere?
> >
> > Thanks in advance,
> 
> 
> yes you can,
> 
> in the archives is all the info you need,
> in brief you can modify the code and comment out what you do want to  
> show up via http

That's a very bad idea for 3.5.x as these are now user-modifiable
preferences and the default is stored in the database. You can see it
with this query:

  select * from attributes where name='HomepageSettings';

#####################################################################
WARNING: IF YOU DON'T KNOW YOUR WAY AROUND A DATABASE, STOP HERE. 
It may sound harsh, but you can bugger your RT database with a
slightly wrong command and, unless you've backed it up, you're
hosed, hosed, hosed.
#####################################################################

The way I changed the default user setup was:

1. Run this query and copy/paste the results into a text file.
   This is your emergency backup just in case:

   select * from attributes where name='HomepageSettings';

2. Create a test user and use /Prefs/MyRT.html to set that 
   user's prefs to be your new default. NOTE: You shouldn't
   use any user-owned saved searches or they'll break for
   everyone else.

3. Get the test user's user ID. You can get this from the
   web interface by choosing Configuration->Users->testuser
   and noting the "id=..." part of the URL or you can query
   it from the database:

   select id,name,realname from users where name=testuser;

4. Get the content field of testuser's preferences:

   select content from attributes where 
     name='Pref-HomepageSettings' and objectid=600;

   The content is just a serialized hash ref; if you want to
   see what's inside it, look at the code in _SerializeContent
   and/or _DeserializeContent in /lib/RT/Attribute_Overlay.pm
   and adapt accordingly.

5. Copy-and-paste the content you got above into this query.
   It's okay that the content is multi-line; just be sure to
   paste it immediately after a single-quote and to type a single
   quote immediately after the content (no spaces before or after).

   NOTE: If you goof this you'll potentially hose the default 
   view of RT for your users and you'll need the backup from
   step 1 to recover. Be very, very careful.

   update attributes set content='COPY-AND-PASTE-GOES-HERE' where
     name='HomepageSettings';

...and that should do it.

Cheers!

--j
-- 
Jim Meyer, Geek at Large                                    purp at acm.org



From les at futuresource.com  Mon Feb  6 14:48:33 2006
From: les at futuresource.com (Les Mikesell)
Date: Mon, 06 Feb 2006 13:48:33 -0600
Subject: [rt-users] FastCGI vs/or FastCGId? System memory "leak"?
In-Reply-To: <43E79B5B.3070108@cityfone.net>
References: <20060112170008.4119A4D8254@diesel.bestpractical.com>
	<Pine.LNX.4.63-L.0601131325000.28772@attila.uio.no>
	<B097D110-B74D-4DD9-82F8-CE693F3E7AD1@hamburg.fcb.com>
	<43E0E785.5030603@cityfone.net>
	<Pine.LNX.4.63-L.0602060952450.30228@attila.uio.no>
	<43E78CD3.2020203@cityfone.net>
	<1139249748.14121.40.camel@moola.futuresource.com>
	<43E79B5B.3070108@cityfone.net>
Message-ID: <1139255313.14121.89.camel@moola.futuresource.com>

On Mon, 2006-02-06 at 12:54, Justin Zygmont wrote:
> > 
> > When something works there's not much need to be maintained. I
> > haven't had any problems that I'd blame on fastcgi after installing
> > according to:
> > http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide
> > 
> > The one thing that might be different between mod_perl and
> > fastcgi is that apache has a directive for how many pages
> > to let a child process serve before killing it and starting
> > a new one that work with mod_perl processes.  You can use this
> > to balance between speed and memory leaks by forcing the
> > perl processes to restart regularly. I don't think fastcgi
> > has a similar option, although if the program exited on its
> > own it should restart a new one.  Is there any RT option to
> > say that if it is consuming some amount of memory and has served
> > some number of pages that it should die at the end of a request?
> 
> If it has a memory leak, there's a reason to maintain the code, it hasnt 
> been changed since 2003, which is why some of us are thinking it may no 
> longer be maintained.

The memory leak probably isn't in fastcgi itself. It is just a
framework to start as many instances of some perl program as
you tell it and keep them running.

> Is that MaxRequestsPerChild ?  such a setting for fastcgi could provide 
> a way to control the problem.  Just watch the memory usage for your fcgi 
> processes, as long as you dont restart apache, you'll se them slowly get 
> bigger and bigger.

Yes, apache uses MaxRequestsPerChild to kill the process regardless
of the language extension and I don't think there is an equivalent
for fastcgi.  However, note that if you kill one of the running
mason_handler.fcgi processes, it will start a new one, so if that
program could be modified to exit gracefully at appropriate times
things would take care of themselves.

-- 
  Les Mikesell
   les at futuresource.com




From Paul.Crossman at tvguide.com  Mon Feb  6 14:58:57 2006
From: Paul.Crossman at tvguide.com (Paul Crossman)
Date: Mon, 6 Feb 2006 14:58:57 -0500
Subject: [rt-users] Global custom fields and queues
Message-ID: <4A183CFA7B97984D81F8B70E0D9B0D82064F3E@bed1mail1.tvguide.com>

I've recently migrated an RT system from Windows (3.0.12) to Linux
(3.4.2).

Within the installation there are two Global Custom Fields.  I'm setting
up a queue within RT that I do not want or need these Global Custom
Fields for.

Is it possible to either 

a)  Hide the Global Custom Fields from this queue but still use other
custom fields?
Or
b)  Convert the Global Custom Fields to normal Custom fields for the 3
queues I'd like them to be in without losing the 3500 some odd tickets
that I've got data for?

The wiki and the archive have very little to go on for this.

Paul C.


From wgriffin at sparta.com  Mon Feb  6 15:36:33 2006
From: wgriffin at sparta.com (Wesley Griffin)
Date: Mon, 6 Feb 2006 15:36:33 -0500
Subject: [rt-users] No recipients in 'Reply' to ticket on RT3.4.5 on FC4
Message-ID: <45850344-AA02-4523-B5F3-E0391997C4EC@sparta.com>

I'm trying to complete an installation of RT 3.4.5 on Fedora Core 4.  
Everything appears to be working, except for replying to tickets.  
When I try to reply, no recipients are listed in the "This message  
will be sent to..." area, it just says:

(Check boxes to disable notifications to the listed recipients)

On Correspond Notify AdminCcs with template Admin Correspondence

On Correspond Notify Requestors and Ccs with template Correspondence

On Correspond Notify Other Recipients with template Correspondence

When I hit the 'Update Ticket' button, no reply is sent, there is no  
'Outgoing email recorded' from RT_System in the ticket history, and  
my debug log shows the output at the bottom of this mail.

The ticket I'm testing with (although this happens to any ticket I've  
tried with) has just an owner and request set, no watchers are  
configured.

I've been digging through the wiki and list archives but haven't  
found anything relevant. There was one message from a Chris Hall a  
few days ago indicating that he had the same problem and it was  
solved by installing Scalar-List-Utils manually. CPAN tells me that  
module is installed properly and manually installing it hasn't helped.

RT _can_ send email when a new ticket is created, it is just when  
trying to reply to a ticket that it doesn't send anything.

Anyone have any ideas or suggestions? Thanks.

debug log output:

[Mon Feb  6 19:49:22 2006] [debug]: About to think about scrips for  
transaction #125 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
[Mon Feb  6 19:49:22 2006] [debug]: About to prepare scrips for  
transaction #125 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
[Mon Feb  6 19:49:22 2006] [debug]: Found 5 scrips (/opt/rt3/lib/RT/ 
Scrips_Overlay.pm:356)
[Mon Feb  6 19:49:22 2006] [debug]: About to commit scrips for  
transaction #125 (/opt/rt3/lib/RT/Transaction_Overlay.pm:169)
[Mon Feb  6 19:49:22 2006] [info]:  
<rt-3.4.5-2445-1139255362-1674.7-5-0 at sparta.com> #7/125 - Scrip 5  (/ 
opt/rt3/lib/RT/Action/SendEmail.pm:237)
[Mon Feb  6 19:49:22 2006] [info]:  
<rt-3.4.5-2445-1139255362-1674.7-5-0 at sparta.com> No recipients found.  
Not sending.
(/opt/rt3/lib/RT/Action/SendEmail.pm:249)
[Mon Feb  6 19:49:22 2006] [info]:  
<rt-3.4.5-2445-1139255362-1674.7-6-0 at sparta.com> #7/125 - Scrip 6  (/ 
opt/rt3/lib/RT/Action/SendEmail.pm:237)
[Mon Feb  6 19:49:22 2006] [info]:  
<rt-3.4.5-2445-1139255362-1674.7-6-0 at sparta.com> No recipients found.  
Not sending.
(/opt/rt3/lib/RT/Action/SendEmail.pm:249)
[Mon Feb  6 19:49:22 2006] [info]:  
<rt-3.4.5-2445-1139255362-1674.7-7-0 at sparta.com> #7/125 - Scrip 7  (/ 
opt/rt3/lib/RT/Action/SendEmail.pm:237)
[Mon Feb  6 19:49:22 2006] [info]:  
<rt-3.4.5-2445-1139255362-1674.7-7-0 at sparta.com> No recipients found.  
Not sending.
(/opt/rt3/lib/RT/Action/SendEmail.pm:249)
[Mon Feb  6 19:49:22 2006] [debug]: About to think about scrips for  
transaction #126 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
[Mon Feb  6 19:49:22 2006] [debug]: About to prepare scrips for  
transaction #126 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
[Mon Feb  6 19:49:22 2006] [debug]: Found 2 scrips (/opt/rt3/lib/RT/ 
Scrips_Overlay.pm:356)


From Paul.Crossman at tvguide.com  Mon Feb  6 16:35:23 2006
From: Paul.Crossman at tvguide.com (Paul Crossman)
Date: Mon, 6 Feb 2006 16:35:23 -0500
Subject: [rt-users] Looking for confirmation on searching RT tickets
Message-ID: <4A183CFA7B97984D81F8B70E0D9B0D82064F41@bed1mail1.tvguide.com>

Something else I've been getting questioned about after migrating from
the RT for Windows, and I guess I'm looking for confirmation from the
user community on this...

Under the RT for Windows, the search button would search more than just
the subject and ticket number for results.  I'm told by the folks that
used it regularly that it was a free text search.  Is this really the
case?

What I've been able to gather is that the folks that package RT for
windows don't have anything to do with Best Practical and thus could or
might have added features not in the original source release.

The RT Wiki states that all "Search" gets you is subject and ticket
number.  

I found a message in the rt-user archives in hopes to search the history
of a ticket (the end result of what the users want) and I tried the
following:

>
>To do a full text search on the contents of the history fields, you
will
>need to add criteria to your query using the 'Advanced' section.
>
> 1. click advanced and add ' ContentType LIKE 'text/plain' AND
> Content LIKE 'simple text you want to find here'
> 2. click Apply

I could not get a result of the ticket I was testing a search for from
some text in its history.

Does anyone out there have experience with this?

Paul C.



From chaim.rieger at gmail.com  Mon Feb  6 16:33:49 2006
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Mon, 6 Feb 2006 13:33:49 -0800
Subject: [rt-users] No recipients in 'Reply' to ticket on RT3.4.5 on FC4
In-Reply-To: <45850344-AA02-4523-B5F3-E0391997C4EC@sparta.com>
References: <45850344-AA02-4523-B5F3-E0391997C4EC@sparta.com>
Message-ID: <F48E831D-45FF-4F8D-961F-004EEE7F968A@gmail.com>

are you commenting or replying


On Feb 6, 2006, at 12:36 PM, Wesley Griffin wrote:

> I'm trying to complete an installation of RT 3.4.5 on Fedora Core  
> 4. Everything appears to be working, except for replying to  
> tickets. When I try to reply, no recipients are listed in the "This  
> message will be sent to..." area, it just says:
>
> (Check boxes to disable notifications to the listed recipients)
>
> On Correspond Notify AdminCcs with template Admin Correspondence
>
> On Correspond Notify Requestors and Ccs with template Correspondence
>
> On Correspond Notify Other Recipients with template Correspondence
>
> When I hit the 'Update Ticket' button, no reply is sent, there is  
> no 'Outgoing email recorded' from RT_System in the ticket history,  
> and my debug log shows the output at the bottom of this mail.
>
> The ticket I'm testing with (although this happens to any ticket  
> I've tried with) has just an owner and request set, no watchers are  
> configured.
>
> I've been digging through the wiki and list archives but haven't  
> found anything relevant. There was one message from a Chris Hall a  
> few days ago indicating that he had the same problem and it was  
> solved by installing Scalar-List-Utils manually. CPAN tells me that  
> module is installed properly and manually installing it hasn't helped.
>
> RT _can_ send email when a new ticket is created, it is just when  
> trying to reply to a ticket that it doesn't send anything.
>
> Anyone have any ideas or suggestions? Thanks.
>
> debug log output:
>
> [Mon Feb  6 19:49:22 2006] [debug]: About to think about scrips for  
> transaction #125 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
> [Mon Feb  6 19:49:22 2006] [debug]: About to prepare scrips for  
> transaction #125 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
> [Mon Feb  6 19:49:22 2006] [debug]: Found 5 scrips (/opt/rt3/lib/RT/ 
> Scrips_Overlay.pm:356)
> [Mon Feb  6 19:49:22 2006] [debug]: About to commit scrips for  
> transaction #125 (/opt/rt3/lib/RT/Transaction_Overlay.pm:169)
> [Mon Feb  6 19:49:22 2006] [info]:  
> <rt-3.4.5-2445-1139255362-1674.7-5-0 at sparta.com> #7/125 - Scrip 5   
> (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
> [Mon Feb  6 19:49:22 2006] [info]:  
> <rt-3.4.5-2445-1139255362-1674.7-5-0 at sparta.com> No recipients  
> found. Not sending.
> (/opt/rt3/lib/RT/Action/SendEmail.pm:249)
> [Mon Feb  6 19:49:22 2006] [info]:  
> <rt-3.4.5-2445-1139255362-1674.7-6-0 at sparta.com> #7/125 - Scrip 6   
> (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
> [Mon Feb  6 19:49:22 2006] [info]:  
> <rt-3.4.5-2445-1139255362-1674.7-6-0 at sparta.com> No recipients  
> found. Not sending.
> (/opt/rt3/lib/RT/Action/SendEmail.pm:249)
> [Mon Feb  6 19:49:22 2006] [info]:  
> <rt-3.4.5-2445-1139255362-1674.7-7-0 at sparta.com> #7/125 - Scrip 7   
> (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
> [Mon Feb  6 19:49:22 2006] [info]:  
> <rt-3.4.5-2445-1139255362-1674.7-7-0 at sparta.com> No recipients  
> found. Not sending.
> (/opt/rt3/lib/RT/Action/SendEmail.pm:249)
> [Mon Feb  6 19:49:22 2006] [debug]: About to think about scrips for  
> transaction #126 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
> [Mon Feb  6 19:49:22 2006] [debug]: About to prepare scrips for  
> transaction #126 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
> [Mon Feb  6 19:49:22 2006] [debug]: Found 2 scrips (/opt/rt3/lib/RT/ 
> Scrips_Overlay.pm:356)
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media  
> at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/ 
> training.html



From wgriffin at sparta.com  Mon Feb  6 16:57:06 2006
From: wgriffin at sparta.com (Wesley Griffin)
Date: Mon, 6 Feb 2006 16:57:06 -0500
Subject: [rt-users] No recipients in 'Reply' to ticket on RT3.4.5 on FC4
In-Reply-To: <F48E831D-45FF-4F8D-961F-004EEE7F968A@gmail.com>
References: <45850344-AA02-4523-B5F3-E0391997C4EC@sparta.com>
	<F48E831D-45FF-4F8D-961F-004EEE7F968A@gmail.com>
Message-ID: <F426630C-0293-4FE1-A247-095F66630272@sparta.com>

Replying, and the 'Update Type' drop-box has 'Reply to requestors'  
selected as well.

On Feb 6, 2006, at 4:33 PM, Chaim Rieger wrote:

> are you commenting or replying
>
>
> On Feb 6, 2006, at 12:36 PM, Wesley Griffin wrote:
>
>> I'm trying to complete an installation of RT 3.4.5 on Fedora Core  
>> 4. Everything appears to be working, except for replying to  
>> tickets. When I try to reply, no recipients are listed in the  
>> "This message will be sent to..." area, it just says:
>>
>> (Check boxes to disable notifications to the listed recipients)
>>
>> On Correspond Notify AdminCcs with template Admin Correspondence
>>
>> On Correspond Notify Requestors and Ccs with template Correspondence
>>
>> On Correspond Notify Other Recipients with template Correspondence
>>
>> When I hit the 'Update Ticket' button, no reply is sent, there is  
>> no 'Outgoing email recorded' from RT_System in the ticket history,  
>> and my debug log shows the output at the bottom of this mail.
>>
>> The ticket I'm testing with (although this happens to any ticket  
>> I've tried with) has just an owner and request set, no watchers  
>> are configured.
>>
>> I've been digging through the wiki and list archives but haven't  
>> found anything relevant. There was one message from a Chris Hall a  
>> few days ago indicating that he had the same problem and it was  
>> solved by installing Scalar-List-Utils manually. CPAN tells me  
>> that module is installed properly and manually installing it  
>> hasn't helped.
>>
>> RT _can_ send email when a new ticket is created, it is just when  
>> trying to reply to a ticket that it doesn't send anything.
>>
>> Anyone have any ideas or suggestions? Thanks.
>>
>> debug log output:
>>
>> [Mon Feb  6 19:49:22 2006] [debug]: About to think about scrips  
>> for transaction #125 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
>> [Mon Feb  6 19:49:22 2006] [debug]: About to prepare scrips for  
>> transaction #125 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
>> [Mon Feb  6 19:49:22 2006] [debug]: Found 5 scrips (/opt/rt3/lib/ 
>> RT/Scrips_Overlay.pm:356)
>> [Mon Feb  6 19:49:22 2006] [debug]: About to commit scrips for  
>> transaction #125 (/opt/rt3/lib/RT/Transaction_Overlay.pm:169)
>> [Mon Feb  6 19:49:22 2006] [info]:  
>> <rt-3.4.5-2445-1139255362-1674.7-5-0 at sparta.com> #7/125 - Scrip 5   
>> (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
>> [Mon Feb  6 19:49:22 2006] [info]:  
>> <rt-3.4.5-2445-1139255362-1674.7-5-0 at sparta.com> No recipients  
>> found. Not sending.
>> (/opt/rt3/lib/RT/Action/SendEmail.pm:249)
>> [Mon Feb  6 19:49:22 2006] [info]:  
>> <rt-3.4.5-2445-1139255362-1674.7-6-0 at sparta.com> #7/125 - Scrip 6   
>> (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
>> [Mon Feb  6 19:49:22 2006] [info]:  
>> <rt-3.4.5-2445-1139255362-1674.7-6-0 at sparta.com> No recipients  
>> found. Not sending.
>> (/opt/rt3/lib/RT/Action/SendEmail.pm:249)
>> [Mon Feb  6 19:49:22 2006] [info]:  
>> <rt-3.4.5-2445-1139255362-1674.7-7-0 at sparta.com> #7/125 - Scrip 7   
>> (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
>> [Mon Feb  6 19:49:22 2006] [info]:  
>> <rt-3.4.5-2445-1139255362-1674.7-7-0 at sparta.com> No recipients  
>> found. Not sending.
>> (/opt/rt3/lib/RT/Action/SendEmail.pm:249)
>> [Mon Feb  6 19:49:22 2006] [debug]: About to think about scrips  
>> for transaction #126 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
>> [Mon Feb  6 19:49:22 2006] [debug]: About to prepare scrips for  
>> transaction #126 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
>> [Mon Feb  6 19:49:22 2006] [debug]: Found 2 scrips (/opt/rt3/lib/ 
>> RT/Scrips_Overlay.pm:356)
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>
>> Download a free sample chapter of RT Essentials from O'Reilly  
>> Media at http://rtbook.bestpractical.com
>>
>> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>> San Francisco - Find out more at http://bestpractical.com/services/ 
>> training.html
>



From bartelt at slac.stanford.edu  Mon Feb  6 17:12:47 2006
From: bartelt at slac.stanford.edu (John Bartelt)
Date: Mon, 6 Feb 2006 14:12:47 -0800 (PST)
Subject: [rt-users] 'ticket creation failed' goes to wrong address
In-Reply-To: <20060202205501.805FD4D8406@diesel.bestpractical.com>
References: <20060202205501.805FD4D8406@diesel.bestpractical.com>
Message-ID: <Pine.LNX.4.58.0602022052520.2723@gamera.slac.stanford.edu>

We deliberately disable some email addresses from being able to
create tickets.  If an email comes from one of these addresses, it
generates an email "Ticket Creation Failed" which is supposd to go
to me, since I'm the RT admin email address (in our RT_SiteConfig).

Recently I've become aware that some of these emails are
actually going to wrong addresses.  The examples I've found
(so far) are generated by emails from mailer-daemons saying
that delivery failed and it will be retried.  In the worst
case, this generated a mailloop with a listserv daemon
at another institution (fortunately, it was smart enough
to block us after 50 tries).

I suspect the problem is that sendmail is making a
mistake in parsing the recipients.

Has anyone else seen anything like this?  Any fixes?
I wouldn't mind disabling this email altogether.
(If anyone has a suggestion for this, let me know.
I guess it comes from RT/Interface/Email.pm.)

In principle we could block these addresses at our procmail
script.  It's just simpler to disable the "user" in RT
than keep editing the script.

We're using RT 3.4.2 with apache 1.3.33, mod_perl; mysql 4.0;
RHE Linux 3; sendmail version 8.12.11.

thanks, John

+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=
John Bartelt                             bartelt at SLAC.Stanford.edu
Stanford Linear Accelerator Center       650-926-4591
MS 97
2575 Sand Hill Road
Menlo Park, CA 94025                     office: SCCS room 380


From todd at chaka.net  Mon Feb  6 17:21:23 2006
From: todd at chaka.net (Todd Chapman)
Date: Mon, 6 Feb 2006 17:21:23 -0500
Subject: [rt-users] Global custom fields and queues
In-Reply-To: <4A183CFA7B97984D81F8B70E0D9B0D82064F3E@bed1mail1.tvguide.com>
References: <4A183CFA7B97984D81F8B70E0D9B0D82064F3E@bed1mail1.tvguide.com>
Message-ID: <20060206222123.GE26666@chaka.net>

Configuration -> Custom Fields -> (select CF ) ->
Applies To -> ( apply to specific queues)

Configuration -> Global -> Custom Fields -> Tickets ->
(Deselect CFs you no longer want global)

There is no way to set a CF as global except for
certain queues.

-Todd

On Mon, Feb 06, 2006 at 02:58:57PM -0500, Paul Crossman wrote:
> I've recently migrated an RT system from Windows (3.0.12) to Linux
> (3.4.2).
> 
> Within the installation there are two Global Custom Fields.  I'm setting
> up a queue within RT that I do not want or need these Global Custom
> Fields for.
> 
> Is it possible to either 
> 
> a)  Hide the Global Custom Fields from this queue but still use other
> custom fields?
> Or
> b)  Convert the Global Custom Fields to normal Custom fields for the 3
> queues I'd like them to be in without losing the 3500 some odd tickets
> that I've got data for?
> 
> The wiki and the archive have very little to go on for this.
> 
> Paul C.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html


From jesse at bestpractical.com  Mon Feb  6 18:05:14 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 6 Feb 2006 18:05:14 -0500
Subject: [rt-users] FastCGI vs/or FastCGId? System memory "leak"?
In-Reply-To: <Pine.LNX.4.63-L.0602061510560.30228@attila.uio.no>
References: <20060112170008.4119A4D8254@diesel.bestpractical.com>
	<Pine.LNX.4.63-L.0601131325000.28772@attila.uio.no>
	<B097D110-B74D-4DD9-82F8-CE693F3E7AD1@hamburg.fcb.com>
	<Pine.LNX.4.63-L.0602061510560.30228@attila.uio.no>
Message-ID: <20060206230514.GP2774@bestpractical.com>



> Jesse, what do BP use in their labs? Have BP testet Apache1|2 and 
> mod_FastCGI|mod_FCGId? But You do recommend fcgi contra mod_perl?

we use mod_fastcgi most of the time. We test mod_perl1, mod_perl2 and
mod_fastcgi here. I'm hearing good things about mod_fcgid, but it's
still fairly new for me.

Jesse

> 
> cheers,
> Tomas
> 
> -- 
> ________________________________________________________________________
> Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso
>  University of Oslo / USIT (Center for Information Technology Services)
>    System- and Application Management / Applications Management Group
> 

-- 


From KFCrocker at lbl.gov  Mon Feb  6 18:40:30 2006
From: KFCrocker at lbl.gov (Ken Crocker)
Date: Mon, 06 Feb 2006 15:40:30 -0800
Subject: [rt-users] No recipients in 'Reply' to ticket on RT3.4.5 on FC4
In-Reply-To: <F426630C-0293-4FE1-A247-095F66630272@sparta.com>
References: <45850344-AA02-4523-B5F3-E0391997C4EC@sparta.com>
	<F48E831D-45FF-4F8D-961F-004EEE7F968A@gmail.com>
	<F426630C-0293-4FE1-A247-095F66630272@sparta.com>
Message-ID: <43E7DE6E.80505@lbl.gov>

Wes,

    If you re-named a Queue or changed any part of the Queue name, then 
the e_mail address will not match and nothing sent. Also, how have you 
set up rights for "roles". Do you have SeeOutgoingMail as a right for 
your requestor, owner, everyone, what?

Kenn

Wesley Griffin wrote:

> Replying, and the 'Update Type' drop-box has 'Reply to requestors'  
> selected as well.
>
> On Feb 6, 2006, at 4:33 PM, Chaim Rieger wrote:
>
>> are you commenting or replying
>>
>>
>> On Feb 6, 2006, at 12:36 PM, Wesley Griffin wrote:
>>
>>> I'm trying to complete an installation of RT 3.4.5 on Fedora Core  
>>> 4. Everything appears to be working, except for replying to  
>>> tickets. When I try to reply, no recipients are listed in the  "This 
>>> message will be sent to..." area, it just says:
>>>
>>> (Check boxes to disable notifications to the listed recipients)
>>>
>>> On Correspond Notify AdminCcs with template Admin Correspondence
>>>
>>> On Correspond Notify Requestors and Ccs with template Correspondence
>>>
>>> On Correspond Notify Other Recipients with template Correspondence
>>>
>>> When I hit the 'Update Ticket' button, no reply is sent, there is  
>>> no 'Outgoing email recorded' from RT_System in the ticket history,  
>>> and my debug log shows the output at the bottom of this mail.
>>>
>>> The ticket I'm testing with (although this happens to any ticket  
>>> I've tried with) has just an owner and request set, no watchers  are 
>>> configured.
>>>
>>> I've been digging through the wiki and list archives but haven't  
>>> found anything relevant. There was one message from a Chris Hall a  
>>> few days ago indicating that he had the same problem and it was  
>>> solved by installing Scalar-List-Utils manually. CPAN tells me  that 
>>> module is installed properly and manually installing it  hasn't helped.
>>>
>>> RT _can_ send email when a new ticket is created, it is just when  
>>> trying to reply to a ticket that it doesn't send anything.
>>>
>>> Anyone have any ideas or suggestions? Thanks.
>>>
>>> debug log output:
>>>
>>> [Mon Feb  6 19:49:22 2006] [debug]: About to think about scrips  for 
>>> transaction #125 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
>>> [Mon Feb  6 19:49:22 2006] [debug]: About to prepare scrips for  
>>> transaction #125 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
>>> [Mon Feb  6 19:49:22 2006] [debug]: Found 5 scrips (/opt/rt3/lib/ 
>>> RT/Scrips_Overlay.pm:356)
>>> [Mon Feb  6 19:49:22 2006] [debug]: About to commit scrips for  
>>> transaction #125 (/opt/rt3/lib/RT/Transaction_Overlay.pm:169)
>>> [Mon Feb  6 19:49:22 2006] [info]:  
>>> <rt-3.4.5-2445-1139255362-1674.7-5-0 at sparta.com> #7/125 - Scrip 5   
>>> (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
>>> [Mon Feb  6 19:49:22 2006] [info]:  
>>> <rt-3.4.5-2445-1139255362-1674.7-5-0 at sparta.com> No recipients  
>>> found. Not sending.
>>> (/opt/rt3/lib/RT/Action/SendEmail.pm:249)
>>> [Mon Feb  6 19:49:22 2006] [info]:  
>>> <rt-3.4.5-2445-1139255362-1674.7-6-0 at sparta.com> #7/125 - Scrip 6   
>>> (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
>>> [Mon Feb  6 19:49:22 2006] [info]:  
>>> <rt-3.4.5-2445-1139255362-1674.7-6-0 at sparta.com> No recipients  
>>> found. Not sending.
>>> (/opt/rt3/lib/RT/Action/SendEmail.pm:249)
>>> [Mon Feb  6 19:49:22 2006] [info]:  
>>> <rt-3.4.5-2445-1139255362-1674.7-7-0 at sparta.com> #7/125 - Scrip 7   
>>> (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
>>> [Mon Feb  6 19:49:22 2006] [info]:  
>>> <rt-3.4.5-2445-1139255362-1674.7-7-0 at sparta.com> No recipients  
>>> found. Not sending.
>>> (/opt/rt3/lib/RT/Action/SendEmail.pm:249)
>>> [Mon Feb  6 19:49:22 2006] [debug]: About to think about scrips  for 
>>> transaction #126 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
>>> [Mon Feb  6 19:49:22 2006] [debug]: About to prepare scrips for  
>>> transaction #126 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
>>> [Mon Feb  6 19:49:22 2006] [debug]: Found 2 scrips (/opt/rt3/lib/ 
>>> RT/Scrips_Overlay.pm:356)
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>>
>>> Download a free sample chapter of RT Essentials from O'Reilly  Media 
>>> at http://rtbook.bestpractical.com
>>>
>>> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>>> San Francisco - Find out more at http://bestpractical.com/services/ 
>>> training.html
>>
>>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at 
> http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at 
> http://bestpractical.com/services/training.html
>


From purp at acm.org  Mon Feb  6 21:07:26 2006
From: purp at acm.org (Jim Meyer)
Date: Mon, 06 Feb 2006 18:07:26 -0800
Subject: [rt-users] Set CustomField value on 'Quick ticket creation'
In-Reply-To: <43E71DD2.4000505@hknet.com>
References: <43E71DD2.4000505@hknet.com>
Message-ID: <1139278046.28382.143.camel@zodiac.pdi.com>

Hello!

On Mon, 2006-02-06 at 17:58 +0800, Stephen Fung wrote:
> Is it possible to set the value of a global custom field by using the 
> 'Quick ticket creation' form?
> 
> I've modified the form to show that custom field but I found the custom 
> field is not updated while the ticket is created.

I'd toss those modifications and make a scrip (either global or for that
queue only) which on ticket creation (OnCreate) uses the user-defined
bits to set the proper value. You can access the Custom Field from
within the TicketObj like so:

my $cf_name = 'My Custom Field';
my $default_value = 'Foo';

my $queue_obj = $self->TicketObj->QueueObj;
my $cf_obj = RT::CustomField->new($queue_obj->CurrentUser);
$cf_obj->LoadByNameAndQueue(Name => $cf_name, 
                            Queue => $queue_obj->id);
unless( $cf_obj->id ) {
  $RT::Logger->warning("$cf_name doesn't exist for Queue ". 
      $queue_obj->Name);
  return undef;
}

# Get the first CF value for this ticket/field combo
my $cf_val = $self->TicketObj->FirstCustomFieldValue($cf_obj->id);

# Set the CF value
my($st, $msg) = 
    $self->TicketObj->AddCustomFieldValue(
        Field => $cf_obj->id,
        Value => $default_value,
        RecordTransaction =>1                    
    );

Credit for this bit of code goes to my cohort, Russell Dumornay, who
puzzled out what was needed to do this trick.

Cheers!

--j
-- 
Jim Meyer, Geek at Large                                    purp at acm.org



From wgriffin at sparta.com  Tue Feb  7 10:25:21 2006
From: wgriffin at sparta.com (Wesley Griffin)
Date: Tue, 7 Feb 2006 10:25:21 -0500
Subject: [rt-users] No recipients in 'Reply' to ticket on RT3.4.5 on FC4
In-Reply-To: <43E7DE6E.80505@lbl.gov>
References: <45850344-AA02-4523-B5F3-E0391997C4EC@sparta.com>
	<F48E831D-45FF-4F8D-961F-004EEE7F968A@gmail.com>
	<F426630C-0293-4FE1-A247-095F66630272@sparta.com>
	<43E7DE6E.80505@lbl.gov>
Message-ID: <34ED60C5-17D6-4BC8-8983-2104DE80E827@sparta.com>

For posterity in the archives, RT is smart enough to remove the  
address of the person replying in the WebUI. So my 'problem' was that  
I was testing the system with a single account, so I was the  
requestor, owner, and replier all at the same time. RT realized that  
I didn't need an email to myself, so it didn't send one. Creating a  
second testing user with a different email address 'solved' my problem.

On Feb 6, 2006, at 6:40 PM, Ken Crocker wrote:

> Wes,
>
>    If you re-named a Queue or changed any part of the Queue name,  
> then the e_mail address will not match and nothing sent. Also, how  
> have you set up rights for "roles". Do you have SeeOutgoingMail as  
> a right for your requestor, owner, everyone, what?
>
> Kenn
>
> Wesley Griffin wrote:
>
>> Replying, and the 'Update Type' drop-box has 'Reply to  
>> requestors'  selected as well.
>>
>> On Feb 6, 2006, at 4:33 PM, Chaim Rieger wrote:
>>
>>> are you commenting or replying
>>>
>>>
>>> On Feb 6, 2006, at 12:36 PM, Wesley Griffin wrote:
>>>
>>>> I'm trying to complete an installation of RT 3.4.5 on Fedora  
>>>> Core  4. Everything appears to be working, except for replying  
>>>> to  tickets. When I try to reply, no recipients are listed in  
>>>> the  "This message will be sent to..." area, it just says:
>>>>
>>>> (Check boxes to disable notifications to the listed recipients)
>>>>
>>>> On Correspond Notify AdminCcs with template Admin Correspondence
>>>>
>>>> On Correspond Notify Requestors and Ccs with template  
>>>> Correspondence
>>>>
>>>> On Correspond Notify Other Recipients with template Correspondence
>>>>
>>>> When I hit the 'Update Ticket' button, no reply is sent, there  
>>>> is  no 'Outgoing email recorded' from RT_System in the ticket  
>>>> history,  and my debug log shows the output at the bottom of  
>>>> this mail.
>>>>
>>>> The ticket I'm testing with (although this happens to any  
>>>> ticket  I've tried with) has just an owner and request set, no  
>>>> watchers  are configured.
>>>>
>>>> I've been digging through the wiki and list archives but  
>>>> haven't  found anything relevant. There was one message from a  
>>>> Chris Hall a  few days ago indicating that he had the same  
>>>> problem and it was  solved by installing Scalar-List-Utils  
>>>> manually. CPAN tells me  that module is installed properly and  
>>>> manually installing it  hasn't helped.
>>>>
>>>> RT _can_ send email when a new ticket is created, it is just  
>>>> when  trying to reply to a ticket that it doesn't send anything.
>>>>
>>>> Anyone have any ideas or suggestions? Thanks.
>>>>
>>>> debug log output:
>>>>
>>>> [Mon Feb  6 19:49:22 2006] [debug]: About to think about scrips   
>>>> for transaction #125 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
>>>> [Mon Feb  6 19:49:22 2006] [debug]: About to prepare scrips for   
>>>> transaction #125 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
>>>> [Mon Feb  6 19:49:22 2006] [debug]: Found 5 scrips (/opt/rt3/ 
>>>> lib/ RT/Scrips_Overlay.pm:356)
>>>> [Mon Feb  6 19:49:22 2006] [debug]: About to commit scrips for   
>>>> transaction #125 (/opt/rt3/lib/RT/Transaction_Overlay.pm:169)
>>>> [Mon Feb  6 19:49:22 2006] [info]:   
>>>> <rt-3.4.5-2445-1139255362-1674.7-5-0 at sparta.com> #7/125 - Scrip  
>>>> 5   (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
>>>> [Mon Feb  6 19:49:22 2006] [info]:   
>>>> <rt-3.4.5-2445-1139255362-1674.7-5-0 at sparta.com> No recipients   
>>>> found. Not sending.
>>>> (/opt/rt3/lib/RT/Action/SendEmail.pm:249)
>>>> [Mon Feb  6 19:49:22 2006] [info]:   
>>>> <rt-3.4.5-2445-1139255362-1674.7-6-0 at sparta.com> #7/125 - Scrip  
>>>> 6   (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
>>>> [Mon Feb  6 19:49:22 2006] [info]:   
>>>> <rt-3.4.5-2445-1139255362-1674.7-6-0 at sparta.com> No recipients   
>>>> found. Not sending.
>>>> (/opt/rt3/lib/RT/Action/SendEmail.pm:249)
>>>> [Mon Feb  6 19:49:22 2006] [info]:   
>>>> <rt-3.4.5-2445-1139255362-1674.7-7-0 at sparta.com> #7/125 - Scrip  
>>>> 7   (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
>>>> [Mon Feb  6 19:49:22 2006] [info]:   
>>>> <rt-3.4.5-2445-1139255362-1674.7-7-0 at sparta.com> No recipients   
>>>> found. Not sending.
>>>> (/opt/rt3/lib/RT/Action/SendEmail.pm:249)
>>>> [Mon Feb  6 19:49:22 2006] [debug]: About to think about scrips   
>>>> for transaction #126 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
>>>> [Mon Feb  6 19:49:22 2006] [debug]: About to prepare scrips for   
>>>> transaction #126 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
>>>> [Mon Feb  6 19:49:22 2006] [debug]: Found 2 scrips (/opt/rt3/ 
>>>> lib/ RT/Scrips_Overlay.pm:356)
>>>> _______________________________________________
>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>
>>>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>>>
>>>> Download a free sample chapter of RT Essentials from O'Reilly   
>>>> Media at http://rtbook.bestpractical.com
>>>>
>>>> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam,  
>>>> Boston and
>>>> San Francisco - Find out more at http://bestpractical.com/ 
>>>> services/ training.html
>>>
>>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>
>> Download a free sample chapter of RT Essentials from O'Reilly  
>> Media at http://rtbook.bestpractical.com
>>
>> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>> San Francisco - Find out more at http://bestpractical.com/services/ 
>> training.html
>>



From barnesaw at ucrwcu.rwc.uc.edu  Tue Feb  7 10:28:40 2006
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Tue, 07 Feb 2006 10:28:40 -0500
Subject: [rt-users] No recipients in 'Reply' to ticket on RT3.4.5 on FC4
In-Reply-To: <34ED60C5-17D6-4BC8-8983-2104DE80E827@sparta.com>
References: <45850344-AA02-4523-B5F3-E0391997C4EC@sparta.com>	<F48E831D-45FF-4F8D-961F-004EEE7F968A@gmail.com>	<F426630C-0293-4FE1-A247-095F66630272@sparta.com>	<43E7DE6E.80505@lbl.gov>
	<34ED60C5-17D6-4BC8-8983-2104DE80E827@sparta.com>
Message-ID: <43E8BCA8.6000007@ucrwcu.rwc.uc.edu>

Check the $NotifyActor variable in RT_SiteConfig.pm too.  For future 
reference.


Wesley Griffin wrote:
> For posterity in the archives, RT is smart enough to remove the 
> address of the person replying in the WebUI. So my 'problem' was that 
> I was testing the system with a single account, so I was the 
> requestor, owner, and replier all at the same time. RT realized that I 
> didn't need an email to myself, so it didn't send one. Creating a 
> second testing user with a different email address 'solved' my problem.
>
> On Feb 6, 2006, at 6:40 PM, Ken Crocker wrote:
>
>> Wes,
>>
>>    If you re-named a Queue or changed any part of the Queue name, 
>> then the e_mail address will not match and nothing sent. Also, how 
>> have you set up rights for "roles". Do you have SeeOutgoingMail as a 
>> right for your requestor, owner, everyone, what?
>>
>> Kenn
>>
>> Wesley Griffin wrote:
>>
>>> Replying, and the 'Update Type' drop-box has 'Reply to requestors'  
>>> selected as well.
>>>
>>> On Feb 6, 2006, at 4:33 PM, Chaim Rieger wrote:
>>>
>>>> are you commenting or replying
>>>>
>>>>
>>>> On Feb 6, 2006, at 12:36 PM, Wesley Griffin wrote:
>>>>
>>>>> I'm trying to complete an installation of RT 3.4.5 on Fedora Core  
>>>>> 4. Everything appears to be working, except for replying to  
>>>>> tickets. When I try to reply, no recipients are listed in the  
>>>>> "This message will be sent to..." area, it just says:
>>>>>
>>>>> (Check boxes to disable notifications to the listed recipients)
>>>>>
>>>>> On Correspond Notify AdminCcs with template Admin Correspondence
>>>>>
>>>>> On Correspond Notify Requestors and Ccs with template Correspondence
>>>>>
>>>>> On Correspond Notify Other Recipients with template Correspondence
>>>>>
>>>>> When I hit the 'Update Ticket' button, no reply is sent, there is  
>>>>> no 'Outgoing email recorded' from RT_System in the ticket 
>>>>> history,  and my debug log shows the output at the bottom of this 
>>>>> mail.
>>>>>
>>>>> The ticket I'm testing with (although this happens to any ticket  
>>>>> I've tried with) has just an owner and request set, no watchers  
>>>>> are configured.
>>>>>
>>>>> I've been digging through the wiki and list archives but haven't  
>>>>> found anything relevant. There was one message from a Chris Hall 
>>>>> a  few days ago indicating that he had the same problem and it 
>>>>> was  solved by installing Scalar-List-Utils manually. CPAN tells 
>>>>> me  that module is installed properly and manually installing it  
>>>>> hasn't helped.
>>>>>
>>>>> RT _can_ send email when a new ticket is created, it is just when  
>>>>> trying to reply to a ticket that it doesn't send anything.
>>>>>
>>>>> Anyone have any ideas or suggestions? Thanks.
>>>>>
>>>>> debug log output:
>>>>>
>>>>> [Mon Feb  6 19:49:22 2006] [debug]: About to think about scrips  
>>>>> for transaction #125 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
>>>>> [Mon Feb  6 19:49:22 2006] [debug]: About to prepare scrips for  
>>>>> transaction #125 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
>>>>> [Mon Feb  6 19:49:22 2006] [debug]: Found 5 scrips (/opt/rt3/lib/ 
>>>>> RT/Scrips_Overlay.pm:356)
>>>>> [Mon Feb  6 19:49:22 2006] [debug]: About to commit scrips for  
>>>>> transaction #125 (/opt/rt3/lib/RT/Transaction_Overlay.pm:169)
>>>>> [Mon Feb  6 19:49:22 2006] [info]:  
>>>>> <rt-3.4.5-2445-1139255362-1674.7-5-0 at sparta.com> #7/125 - Scrip 
>>>>> 5   (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
>>>>> [Mon Feb  6 19:49:22 2006] [info]:  
>>>>> <rt-3.4.5-2445-1139255362-1674.7-5-0 at sparta.com> No recipients  
>>>>> found. Not sending.
>>>>> (/opt/rt3/lib/RT/Action/SendEmail.pm:249)
>>>>> [Mon Feb  6 19:49:22 2006] [info]:  
>>>>> <rt-3.4.5-2445-1139255362-1674.7-6-0 at sparta.com> #7/125 - Scrip 
>>>>> 6   (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
>>>>> [Mon Feb  6 19:49:22 2006] [info]:  
>>>>> <rt-3.4.5-2445-1139255362-1674.7-6-0 at sparta.com> No recipients  
>>>>> found. Not sending.
>>>>> (/opt/rt3/lib/RT/Action/SendEmail.pm:249)
>>>>> [Mon Feb  6 19:49:22 2006] [info]:  
>>>>> <rt-3.4.5-2445-1139255362-1674.7-7-0 at sparta.com> #7/125 - Scrip 
>>>>> 7   (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
>>>>> [Mon Feb  6 19:49:22 2006] [info]:  
>>>>> <rt-3.4.5-2445-1139255362-1674.7-7-0 at sparta.com> No recipients  
>>>>> found. Not sending.
>>>>> (/opt/rt3/lib/RT/Action/SendEmail.pm:249)
>>>>> [Mon Feb  6 19:49:22 2006] [debug]: About to think about scrips  
>>>>> for transaction #126 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
>>>>> [Mon Feb  6 19:49:22 2006] [debug]: About to prepare scrips for  
>>>>> transaction #126 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
>>>>> [Mon Feb  6 19:49:22 2006] [debug]: Found 2 scrips (/opt/rt3/lib/ 
>>>>> RT/Scrips_Overlay.pm:356)
>>>>> _______________________________________________
>>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>>
>>>>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>>>>
>>>>> Download a free sample chapter of RT Essentials from O'Reilly  
>>>>> Media at http://rtbook.bestpractical.com
>>>>>
>>>>> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>>>>> San Francisco - Find out more at 
>>>>> http://bestpractical.com/services/ training.html
>>>>
>>>>
>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>>
>>> Download a free sample chapter of RT Essentials from O'Reilly Media 
>>> at http://rtbook.bestpractical.com
>>>
>>> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>>> San Francisco - Find out more at 
>>> http://bestpractical.com/services/training.html
>>>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at 
> http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at 
> http://bestpractical.com/services/training.html

-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati



From chrisboothroyd at trentu.ca  Tue Feb  7 11:09:26 2006
From: chrisboothroyd at trentu.ca (Chris Boothroyd)
Date: Tue, 07 Feb 2006 11:09:26 -0500
Subject: [rt-users] Adding descriptions to Custom field inputs
Message-ID: <s3e87fef.054@trentmail.trentu.ca>

Hi,

I'm currently adding a number of custom fields to various queues and would like to have the description of the field appear on the create ticket form rather than the "enter one value" label. Is there a known way of doing this? 
The enter one value label is not helpful or descriptive. 

Chris Boothroyd
Technical Support 
Trent University
(705) 748-1011 x7066





From rsmall at solidcad.ca  Tue Feb  7 12:23:29 2006
From: rsmall at solidcad.ca (Ryan Small)
Date: Tue, 7 Feb 2006 12:23:29 -0500
Subject: [rt-users] Can RT be used with Shared/Virtual webhosting?
Message-ID: <55D9C44CD0938F4F803E68A70D31F31818F1D7@exchange.SOLIDCAD.COM>

I'm evaluating RT and have what should be a basic question: "Can RT be used with Shared/Virtual webhosting?"
 
Let me clarify: For example, lets suppose our company has a website, HYPERLINK "http://www.mycompany.com"www.mycompany.com, which is hosted with another company on a shared server.  As a result, our ability to configure this server is limited.  Assuming that the server at the webhost is running the necessary software (Apache, MySql, Perl, etc.), can RT be used in this environment?
 
The reason I ask is because it seems according to the documentation, including the RT Essentials book which I purchased, that some of the configuration is only possible if you have unrestricted access to the server.
 
Thanks,
 
  Ryan

-- 
No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.1.375 / Virus Database: 267.15.2/252 - Release Date: 2/06/06
 
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From chaim.rieger at gmail.com  Tue Feb  7 12:48:57 2006
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Tue, 7 Feb 2006 09:48:57 -0800
Subject: [rt-users] Can RT be used with Shared/Virtual webhosting?
In-Reply-To: <55D9C44CD0938F4F803E68A70D31F31818F1D7@exchange.SOLIDCAD.COM>
References: <55D9C44CD0938F4F803E68A70D31F31818F1D7@exchange.SOLIDCAD.COM>
Message-ID: <E9071806-C573-4087-A6A9-897030229E91@gmail.com>


On Feb 7, 2006, at 9:23 AM, Ryan Small wrote:

> I'm evaluating RT and have what should be a basic question: "Can RT  
> be used with Shared/Virtual webhosting?"
>
> Let me clarify: For example, lets suppose our company has a  
> website, www.mycompany.com, which is hosted with another company on  
> a shared server.  As a result, our ability to configure this server  
> is limited.  Assuming that the server at the webhost is running the  
> necessary software (Apache, MySql, Perl, etc.), can RT be used in  
> this environment?
>
> The reason I ask is because it seems according to the  
> documentation, including the RT Essentials book which I purchased,  
> that some of the configuration is only possible if you have  
> unrestricted access to the server.
>
> Thanks,
>
>   Ryan
>

you can run rt as rt.company.com or as www.company.com/rt

you dont need mod_perl you can use fcgi, mod_fcgi etc....

as long as you can install cpan stuff (perl) you can run rt.

any questions feel free to ask



--
Chaim Rieger
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From tim.l.casada at sherwin.com  Tue Feb  7 08:55:08 2006
From: tim.l.casada at sherwin.com (Tim Casada)
Date: Tue, 07 Feb 2006 08:55:08 -0500
Subject: [rt-users] subscribe
Message-ID: <43E8A6BC.9070807@sherwin.com>

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From tracy.phillips at rackeasy.com  Tue Feb  7 12:54:12 2006
From: tracy.phillips at rackeasy.com (Tracy Phillips - Rackeasy.com)
Date: Tue, 07 Feb 2006 11:54:12 -0600
Subject: [rt-users] Can RT be used with Shared/Virtual webhosting?
In-Reply-To: <55D9C44CD0938F4F803E68A70D31F31818F1D7@exchange.SOLIDCAD.COM>
References: <55D9C44CD0938F4F803E68A70D31F31818F1D7@exchange.SOLIDCAD.COM>
Message-ID: <43E8DEC4.1030001@rackeasy.com>

Ryan Small wrote:
> I'm evaluating RT and have what should be a basic question: "Can RT be 
> used with Shared/Virtual webhosting?"

Ryan,

In theory, you should be able to run RT in a shared environment. It all 
depends on how well your hosting company is willing to work with you. If 
you do not have access to the command line, life is going to be pretty 
rough for you.

-- 
Tracy Phillips
Rackeasy.com
Tel: 1-800-596-0906
Tel: 1-404-704-0457 ext 1001
Fax: 1-775-205-0590

Rackeasy.com
370 S. Lowe Ave.
Ste. A-105
Cookeville, TN 38501


From Paul.Crossman at tvguide.com  Tue Feb  7 14:55:23 2006
From: Paul.Crossman at tvguide.com (Paul Crossman)
Date: Tue, 7 Feb 2006 14:55:23 -0500
Subject: [rt-users] Global custom fields and queues
Message-ID: <4A183CFA7B97984D81F8B70E0D9B0D82064F44@bed1mail1.tvguide.com>

Thanks very much.  This worked great!!!

The way the texts I have read on global custom fields reads appeared to
indicate that they were a bit different.  Thanks for setting me straight
on this.

Paul C.

> -----Original Message-----
> From: Todd Chapman [mailto:todd at chaka.net]
> Sent: Monday, February 06, 2006 5:21 PM
> To: Paul Crossman
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Global custom fields and queues
> 
> Configuration -> Custom Fields -> (select CF ) ->
> Applies To -> ( apply to specific queues)
> 
> Configuration -> Global -> Custom Fields -> Tickets ->
> (Deselect CFs you no longer want global)
> 
> There is no way to set a CF as global except for
> certain queues.
> 
> -Todd
> 
> On Mon, Feb 06, 2006 at 02:58:57PM -0500, Paul Crossman wrote:
> > I've recently migrated an RT system from Windows (3.0.12) to Linux
> > (3.4.2).
> >
> > Within the installation there are two Global Custom Fields.  I'm
setting
> > up a queue within RT that I do not want or need these Global Custom
> > Fields for.
> >
> > Is it possible to either
> >
> > a)  Hide the Global Custom Fields from this queue but still use
other
> > custom fields?
> > Or
> > b)  Convert the Global Custom Fields to normal Custom fields for the
3
> > queues I'd like them to be in without losing the 3500 some odd
tickets
> > that I've got data for?
> >
> > The wiki and the archive have very little to go on for this.
> >
> > Paul C.
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >
> > Download a free sample chapter of RT Essentials from O'Reilly Media
at
> http://rtbook.bestpractical.com
> >
> > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston
and
> > San Francisco - Find out more at
> http://bestpractical.com/services/training.html


From sturner at MIT.EDU  Tue Feb  7 16:02:22 2006
From: sturner at MIT.EDU (Stephen Turner)
Date: Tue, 07 Feb 2006 16:02:22 -0500
Subject: [rt-users] Approvals not working with 3.4rc6
In-Reply-To: <20050203141817.C97A.JOOPVANDEWEGE@mococo.nl>
References: <20050203141817.C97A.JOOPVANDEWEGE@mococo.nl>
Message-ID: <6.2.1.2.2.20060207160116.0361e600@po14.mit.edu>

At Thursday 2/3/2005 08:38 AM, Joop van de Wege wrote:
>Hello List,
>
>I'm currently implenting Approvals and following the instructions at the
>Wiki and mailinglist I'm having a problem which I think is really a bug
>in RT.
>Configuration:
>RT3.4rc6, RTFM 2.04, Oracle9i, perl 5.8.6, fastcgi apache 1.3.31
>
>Like a lot of people I couldn't get approvals to work and after adding a
>couple of debug statements to CreateTickets.pm I found an error in de
>logfiles which pointed me to the fact that my template was wrong. I had
>forgotten to start with an empty line.
>After that it still didn't work and the logs show the following:
>[Thu Feb  3 13:08:44 2005] [debug]: In Parse 
>(/opt/rt_test/rt3.4rc6/local/lib/RT/Action/CreateTickets.pm:760)
>[Thu Feb  3 13:08:44 2005] [debug]: Content:
>===Create-Ticket: codereview
>Subject: Code review for {$Tickets{'TOP'}->Subject}
>Depended-On-By: {$Tickets{'TOP'}->Id}
>Type: approval
>Queue: ___Approvals
>Content: Someone has created a ticket. you should review and approve it,
>ENDOFCONTENT
>
>  (/opt/rt_test/rt3.4rc6/local/lib/RT/Action/CreateTickets.pm:768)
>
>Now I didn't spot it right away but after adding a bit more debugging I
>found something interesting, look closely at this:
>[Thu Feb  3 13:42:18 2005] [debug]: T-A ===T-A 
>(/opt/rt_test/rt3.4rc6/local/lib/RT/Action/CreateTickets.pm:770)
>
>This is produced by the following lines I added to CreateTicket.pm
>      $t=substr( $args{'Content'}, 0, 3 );
>      $RT::Logger->debug("$t ===" . $t);
>  I know, my perl sucks but it gave me the clue I needed and I don't
>understand why not more people are having problems because the
>substr(..0,3) takes the first 3 characters from the template but ignores
>the fact that the very first line is either empty or contains a MIME
>object (header) which is the true for my case in the latter example. The
>first piece of log is without RT-Attach-Message:Yes.
>
>So if I use a template without a MIME header and thus starts with an
>empty line and I change the substr(..,0,3) to substr(..,1,3) then RT
>starts creating approval tickets.
>
>Anyone knows whats going on? This is a plain rt3.4rc6 install (test). I
>looked and in my 3.2.1 (old) and 3.2.2 (current production) installs the
>code is identical.

I don't think you should have the blank line at the top of the template - 
the first line should start with '==='. Then substr(...,0,3) will match 
'==='. I'm guessing that with the blank line, $args{'Content'} starts with 
"\n===", so substr(..,0,3) would give "\n==" and substr(..,1,3) would give 
"===".

Steve



From lists at nabble.com  Tue Feb  7 16:46:02 2006
From: lists at nabble.com (eclipse (sent by Nabble.com))
Date: Tue, 7 Feb 2006 13:46:02 -0800 (PST)
Subject: [rt-users] Error creating queue: Queue not set
Message-ID: <2810700.post@talk.nabble.com>


Hello Members,

I just started learning RT and the interface will not let me create demo tickets. Anyone knows what's going on here? Please reply.

Thanks!
--
View this message in context: http://www.nabble.com/Error-creating-queue%3A-Queue-not-set-t1079052.html#a2810700
Sent from the Request Tracker - User forum at Nabble.com.
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From chaim.rieger at gmail.com  Tue Feb  7 16:54:29 2006
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Tue, 7 Feb 2006 13:54:29 -0800
Subject: [rt-users] Error creating queue: Queue not set
In-Reply-To: <2810700.post@talk.nabble.com>
References: <2810700.post@talk.nabble.com>
Message-ID: <086C9611-69C6-46E3-88A9-0C28F3CC702D@gmail.com>


On Feb 7, 2006, at 1:46 PM, eclipse (sent by Nabble.com) wrote:

> Hello Members,
>
> I just started learning RT and the interface will not let me create  
> demo tickets. Anyone knows what's going on here? Please reply.

do you have permissions set properly




--
Chaim Rieger


From Bill at explosivo.com  Tue Feb  7 17:16:18 2006
From: Bill at explosivo.com (Bill)
Date: Tue, 7 Feb 2006 17:16:18 -0500
Subject: [rt-users] RTFM Deleting articles,
	does not seem to actually delete them
Message-ID: <20060207171618.8353857d.Bill@explosivo.com>


I have RT 3.4.4 and RTFM 2.2.0RC1 installed using Apache 1.3.29 on
OpenBSD with a PostGres database. Oh and mod_perl.

All seems ducky, except that I want to delete an RTFM article and it
does not seem to want to let me.

I am logged in as a user that has "superuser" privaleges... I click on
Delete for that article and and say okay

It comes back and tells me the article is deleted.

Yet, it still appears everywhere and still has its contents.

Nothing in my apache logs.

Has anyone seen this, or can point out what stupid thing I am doing?


From futurahost at futurahost.com  Tue Feb  7 18:10:15 2006
From: futurahost at futurahost.com (Pablo Povarchik - FuturaHost.Com)
Date: Wed, 08 Feb 2006 00:10:15 +0100
Subject: [rt-users] marging tickets
In-Reply-To: <20060207170005.216C94D820F@diesel.bestpractical.com>
References: <20060207170005.216C94D820F@diesel.bestpractical.com>
Message-ID: <1139353815.3527.101.camel@notebook.futurahostdns.com>


	Hello

	Merged ticket 134 into 411, and now i also need to merge ticket 2917
into 411, but when trying i get "Merge failed. Couldn't set Status"

	Any clues?

Thanks

-- 
Pablo Povarchik de Carrasquedo

Quality Colocation and Dedicated Servers services
Colocation facilities include Fremont California, 
London UK and Trento Italy

+------- FuturaHost.Com - Industrial & Business Class ISP --------+
|          Web Hosting - Dedicated Servers - Colocation
| info at futurahost.com - http://futurahost.com/ - (+39) 0461 592710
| Get a high quality full cabinet with 5Mbps full burst included
|        for only ?700/month, availability also in London
+-----------------------------------------------------------------+



From purp at acm.org  Tue Feb  7 18:21:52 2006
From: purp at acm.org (Jim Meyer)
Date: Tue, 07 Feb 2006 15:21:52 -0800
Subject: [rt-users] marging tickets
In-Reply-To: <1139353815.3527.101.camel@notebook.futurahostdns.com>
References: <20060207170005.216C94D820F@diesel.bestpractical.com>
	<1139353815.3527.101.camel@notebook.futurahostdns.com>
Message-ID: <1139354512.28382.219.camel@zodiac.pdi.com>

Hello!

On Wed, 2006-02-08 at 00:10 +0100, Pablo Povarchik - FuturaHost.Com
wrote:
> 	Merged ticket 134 into 411, and now i also need to merge ticket 2917
> into 411, but when trying i get "Merge failed. Couldn't set Status"
> 
> 	Any clues?

Try merging to 134; I'm betting that's what the original merge created.

You can check this by seeing which ticket
http://your.rt.server/Ticket/Display.html?id=411 shows you.

Cheers!

--j
-- 
Jim Meyer, Geek at Large                                    purp at acm.org



From efinleywork at efinley.com  Tue Feb  7 19:11:07 2006
From: efinleywork at efinley.com (Elliot Finley)
Date: Tue, 7 Feb 2006 17:11:07 -0700
Subject: [rt-users] Re: RT Bug -> was: problem creating ticket -
	Foundno	sequence for Tickets
References: <0a0d01c625c0$bca7a610$37cba1cd@emerytelcom.com>
	<loom.20060205T224111-59@post.gmane.org>
Message-ID: <02e801c62c44$29080eb0$37cba1cd@emerytelcom.com>

----- Original Message ----- 
From: "Martin Benda" <bendis at bendis.cz>
> Elliot Finley <efinleywork <at> efinley.com> writes:
>
> >
> > Still no response from anyone on this problem.  I downgraded Postgres
from
> > 8.1.2 to 8.0.6 and all is well again.  So it appears that RT doesn't
like
> > Postgres 8.1.2.  Can anyone confirm this?
> >
>
> Hi,
>
> I had the same problem with RT 3.4.4 and PostgreSQL 8.1.2, downgrading
> dbix-searchbuilder from 1.38 to 1.35 solved it - but I'm not sure if this
is
> the primary source of problems...

I upgraded searchbuilder to 1.38 the same day that I upgraded Postgres to
8.1.2 and they don't work together.  Currently I'm at Postgres 8.0.6 and
searchbuilder 1.38 and it works.  So the obvious conclusion is that
searchbuilder 1.38 doesn't like the way that Postgres 8.1.2 returns its
sequences on inserted rows.

Elliot



From jesse at bestpractical.com  Tue Feb  7 21:15:02 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 7 Feb 2006 21:15:02 -0500
Subject: [rt-users] Re: RT Bug -> was: problem creating ticket -
	Foundno	sequence for Tickets
In-Reply-To: <02e801c62c44$29080eb0$37cba1cd@emerytelcom.com>
References: <0a0d01c625c0$bca7a610$37cba1cd@emerytelcom.com>
	<loom.20060205T224111-59@post.gmane.org>
	<02e801c62c44$29080eb0$37cba1cd@emerytelcom.com>
Message-ID: <20060208021502.GB4170@bestpractical.com>

> 
> I upgraded searchbuilder to 1.38 the same day that I upgraded Postgres to
> 8.1.2 and they don't work together.  Currently I'm at Postgres 8.0.6 and
> searchbuilder 1.38 and it works.  So the obvious conclusion is that
> searchbuilder 1.38 doesn't like the way that Postgres 8.1.2 returns its
> sequences on inserted rows.

I'd _greatly_ appreciate any more debugging information you can give me
about this. 1.38 actually has a bunch of work to explicitly support 8.1
properly (since 1.35 and earlier don't support the "right" way to do
things.)

Jesse
> 
> Elliot
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
> 

-- 


From agabila at con.mdsnews.com  Tue Feb  7 22:24:36 2006
From: agabila at con.mdsnews.com (Anthony Gabila)
Date: Wed, 8 Feb 2006 14:24:36 +1100
Subject: [rt-users] forbidden
Message-ID: <PJEIKCAAFDKMKEKBIPOFMELFCAAA.agabila@con.mdsnews.com>

Hi,

not quite sure what to do here...

installed rt successfully... then when i try and view the web interface,
i get...

Forbidden
You don't have permission to access /index.html on this server.
Additionally, a 404 Not Found error was encountered while trying to use an
ErrorDocument to handle the request.

---
these are the properties of my index.html

-rwxr-xr-x   1 root bin  4836 Feb  2  2005 index.html*


anyone know what to do?

anthony g



From agabila at con.mdsnews.com  Tue Feb  7 22:48:42 2006
From: agabila at con.mdsnews.com (Anthony Gabila)
Date: Wed, 8 Feb 2006 14:48:42 +1100
Subject: [rt-users] forbidden
In-Reply-To: <PJEIKCAAFDKMKEKBIPOFMELFCAAA.agabila@con.mdsnews.com>
Message-ID: <PJEIKCAAFDKMKEKBIPOFGELGCAAA.agabila@con.mdsnews.com>


disregard the previous query.
my only question now is, what do i use to login to the login screen?

regards,
Anthony G



-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Anthony
Gabila
Sent: Wednesday, February 08, 2006 2:25 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] forbidden


Hi,

not quite sure what to do here...

installed rt successfully... then when i try and view the web interface,
i get...

Forbidden
You don't have permission to access /index.html on this server.
Additionally, a 404 Not Found error was encountered while trying to use an
ErrorDocument to handle the request.

---
these are the properties of my index.html

-rwxr-xr-x   1 root bin  4836 Feb  2  2005 index.html*


anyone know what to do?

anthony g

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From alexmv at bestpractical.com  Tue Feb  7 22:59:26 2006
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Tue, 07 Feb 2006 22:59:26 -0500
Subject: [rt-users] forbidden
In-Reply-To: <PJEIKCAAFDKMKEKBIPOFGELGCAAA.agabila@con.mdsnews.com>
References: <PJEIKCAAFDKMKEKBIPOFGELGCAAA.agabila@con.mdsnews.com>
Message-ID: <1139371166.1376.1.camel@localhost>

On Wed, 2006-02-08 at 14:48 +1100, Anthony Gabila wrote:
> my only question now is, what do i use to login to the login screen?

Please read the README file supplied with RT -- it will tell you,
amongst other useful things, that the default password for the "root"
user is "password".
 - Alex


From claude.lebel at u-picardie.fr  Wed Feb  8 04:00:27 2006
From: claude.lebel at u-picardie.fr (claude LEBEL)
Date: Wed, 8 Feb 2006 10:00:27 +0100
Subject: [rt-users] create a user
Message-ID: <004601c62c8e$1b233c30$b208080a@CLAUDE>

I am a supervisor of a queue on RT. 
I want to create users who cant take a request, answer but need an approval from me before send the answer.
what must I do ?

Thanks
Claude LEBEL
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From jens.andersson at teleservice.net  Wed Feb  8 06:16:22 2006
From: jens.andersson at teleservice.net (Jens Andersson)
Date: Wed, 8 Feb 2006 12:16:22 +0100
Subject: [rt-users] Question about RT CLI custom field / web-interface
Message-ID: <0BCD4AFDA07A9049928A34359243F70511D5DC@sato.internal.teleservice.net>

We're planning to build our own webinterface to use when creating
tickets. We need to use custom fields, what I can see RT CLI are not
supporting CF, have I understand this correct? 

What's the best way to do this, create a perl script that make the job
or send the data as mail and let the mail-gate do the job?

// Jens



From claude.lebel at u-picardie.fr  Wed Feb  8 08:38:39 2006
From: claude.lebel at u-picardie.fr (claude LEBEL)
Date: Wed, 8 Feb 2006 14:38:39 +0100
Subject: [rt-users] variable date in RT
Message-ID: <001001c62cb4$f8e6f9a0$b208080a@CLAUDE>

I begin the experimentation of Tracker Request.
In a model of document I want to put a sentence containing the dispatch date of the mail of the requestor using the french format dd/mm/aaaa.
I want to know the name of the variable which contains this date and how to format it ?

Thanks
Claude LEBEL


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From Joerg.Ungermann at web.de  Wed Feb  8 07:21:55 2006
From: Joerg.Ungermann at web.de (=?iso-8859-1?Q?J=F6rg=20Ungermann?=)
Date: Wed, 08 Feb 2006 13:21:55 +0100
Subject: [rt-users] Scaling RT to Enterprise tool
Message-ID: <985437581@web.de>

Dear RT Users,


we do have a very successful implementtion of Rt 3.4.1.
We did reach ticket number 1000 within 2 months.

Since the toll shell be expanded to a much broader base, we are looking for people having experience with large installations.
This is mainly because we already found performance shortcomings and tremendous growth of certain database tables (transactios).

In future we expect to have something like 400 users (agents), 5- 10 000 customers (requestors) and mor than 1000 tickets a month.
 
Anyone having a comparable installation?
How is a distributed installation handled (we think of 1 database and severeal webservers hosting RT)?
How must maintenance be done to control database size and keep up performance?

We also want to open RT to Partners. Therefor we need an extended self service, embedded into a portal.
Single Sign on would be very good. How can this be done with RT?
As we do use Open Source intensively we suggest Typo3 (www.typo3.org) as a portal.
Anyone having linked Typo3 and RT (for single sign on?)

It would be great to exchange experience for large user installations.
Thanks for answers

Joerg
______________________________________________________________________
XXL-Speicher, PC-Virenschutz, Spartarife & mehr: Nur im WEB.DE Club!		
Jetzt gratis testen! http://freemail.web.de/home/landingpad/?mc=021130



From gmitsos at gmail.com  Wed Feb  8 10:08:08 2006
From: gmitsos at gmail.com (Yannis Mitsos)
Date: Wed, 8 Feb 2006 17:08:08 +0200
Subject: [rt-users] Exim4 & RT3.4 issues
Message-ID: <c9c755d70602080708q4f62e64cg49dc1053c7313caf@mail.gmail.com>

Dear All,

As a new member of the rt family, I have some questions related to the
installation of RT3.4 in a Debian box. As you already know Debian prefers
exim. I have to admit that I do not have much experience with this MTA,
though I decided to keep exim instead of replacing it with sendmail or
qmail.
I have also went through the existing Wiki and most of the archives of this
list but unfortunately I have not a clear picture on how the MTA should act.
Therefore, I would like your comments.

In the /etc/aliases file I did not add anything since exim4 doe's not allow
addresses piping to other programs.
In the /etc/exim4/conf.d/router:
=========================
rt:
  debug_print = "rt for $local_part@$domain \n local_part: $local_part \n
local_part_suffix: $local_part_suffix"
  driver = accept
  transport = rt_pipe
  domains = "rt.seeren.org"
  #local_parts = "^rt(-.*)?"
  local_part_prefix = "rt-"
  local_part_suffix = "-action:-comment:-correspond"
  #local_part_suffix = +*
  #local_part_prefix = *-
  #new_address = ${quote:${lc:${local_part}}}@${domain}
  local_part_suffix_optional
=========================

In the /etc/exim4/conf.d/transport:
=========================
rt_pipe:
  driver = pipe
  command = "RTPATH/rt-mailgate \
             --action ${quote:${substr_1:$local_part_suffix}} \
             --queue ${quote:$local_part} \
             --url http://rt.seeren.org/"
  #new_address = ${quote:${lc:${local_part}}}@${domain}
  #return_path_add
  return_output
  log_output
  #local_part_prefix = ""
  #local_part_suffix = ""
  user = www-data
=========================

To create a new ticket I have to send an email to:
rt-<list-name>-action@<domain_name>
Sending to rt@<domain_name> or to rt-<list-name>@<domain_name> always fails.
Is this normal behaviour?
When I receive the auto-reply message, the Reply-To field points to
rt@<domain_name>. Should this be corrected from the exim config files or
from the queues configuration via the web interface?


Regards and sorry for the long-winded mail

Yannis
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From werner at ghs.com  Wed Feb  8 10:08:09 2006
From: werner at ghs.com (Werner van den Berg)
Date: Wed, 8 Feb 2006 16:08:09 +0100
Subject: [rt-users] Feature request: Who's online?
Message-ID: <006b01c62cc1$78ed84a0$1774a8c0@pcwerner>

Hi,


Could it be possible to display the logged on users of RT? E.g. in a small
list on the left hand side (under the Menu items).

This would be a nice feature for our organization, with multiple users
worldwide.

Anyone an idea how I can extract the "currently logged on users" information
from the database?

Best Regards,
Werner

---------------------------------------------------------------------
Werner van den Berg                           
Support Administrator                         
---------------------------------------------------------------------





From sven.sternberger at desy.de  Wed Feb  8 10:51:25 2006
From: sven.sternberger at desy.de (Sven Sternberger)
Date: Wed, 08 Feb 2006 16:51:25 +0100
Subject: [rt-users] Scaling RT to Enterprise tool
In-Reply-To: <985437581@web.de>
References: <985437581@web.de>
Message-ID: <1139413886.11979.9.camel@pcx4546.desy.de>



On Wed, 2006-02-08 at 13:21 +0100, J?rg Ungermann wrote:
> In future we expect to have something like 400 users (agents), 5- 10 000 customers (requestors) and mor than 1000 tickets a month.
>  
> Anyone having a comparable installation?
thats sounds familar to me ;-)

> How is a distributed installation handled (we think of 1 database and severeal webservers hosting RT)?
> How must maintenance be done to control database size and keep up performance?
after two years we are reaching the 200000 ticket line soon. we just run
on one server (2 xenon 3.0ghz, 2gb ram, scsi mirror). to distrbute an
application is always problematic and it never scales linear. so my tip
buy big iron with a lot of memory, make regular backups, have a cold
standby machine or ask best practical for consultancy.

> We also want to open RT to Partners. Therefor we need an extended self service, embedded into a portal.
> Single Sign on would be very good. How can this be done with RT?
you can authenticate through the web server mechanism, for example with
mod_auth_pam, in pam you can configure whatever you like (kerberos, ldap
and so on), but be aware that this don't work very well with the CLI

> As we do use Open Source intensively we suggest Typo3 (www.typo3.org) as a portal.
> Anyone having linked Typo3 and RT (for single sign on?)
this sounds not very clever, because rt is coded in perl. they provide
an perl-API to access the application from the outside. 

best regards!



From sturner at MIT.EDU  Wed Feb  8 11:22:48 2006
From: sturner at MIT.EDU (Stephen Turner)
Date: Wed, 08 Feb 2006 11:22:48 -0500
Subject: [rt-users] Approvals Question
Message-ID: <6.2.1.2.2.20060208111736.03701280@po14.mit.edu>

I've been starting to get to grips with the Approval functionality (RT 
3.4.2)  and I'm wondering what determines who is allowed to approve tickets 
and who can see approvals on the Approvals screen.

Thanks for any help,
Steve



From rickr at rice.edu  Wed Feb  8 12:18:50 2006
From: rickr at rice.edu (Rick Russell)
Date: Wed, 08 Feb 2006 11:18:50 -0600
Subject: [rt-users] Scaling RT to Enterprise tool
In-Reply-To: <985437581@web.de>
References: <985437581@web.de>
Message-ID: <43EA27FA.9060704@rice.edu>



J?rg Ungermann wrote:
> In future we expect to have 
> something like 400 users (agents),
> 5- 10 000 customers (requestors) and mor than 
> 1000 tickets a month.

We've got about 150 agents, 10000 active customers and about 3000
tickets a month. The help desk alone processes 1000 tickets a month.
Works great.

> Anyone having a comparable installation?
> How is a distributed installation handled (we think of 1 database and severeal webservers hosting RT)?

We're currently running the web & e-mail front ends and other stuff on
one server, and the database on another server. Works fine. In a pinch,
one server could probably do both.

> How must maintenance be done to control database size and keep up performance?

With about 60000 tickets in the system, we're doing OK. We've taken no
special measures to reduce database size.

-- 
Rick Russell
For computer help, call xHELP (x4357 or 713-348-4357)
OpenPGP/GnuPG Public Key at ldap://certificate.rice.edu
761D 1C20 6428 580F BD98  F5E5 5C8C 56CA C7CB B669
--
Helpdesk Supervisor, Client Services
IT/Academic & Research Computing
Rice University
Voice: 713.348.5267  Fax: 713.348.6099


From jesse at bestpractical.com  Wed Feb  8 12:26:00 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: 08 Feb 2006 12:26:00 -0500
Subject: [rt-users] Approvals Question
Message-ID: <3222246382.5634614@www.chatteremail.com>

Out of the box, that's the owner. It should also be the adminccs, but I don't think that's there yet.
-----------------------
Sent with ChatterEmail
True push email for the Treo Smartphone
http://get.chatteremail.com


-----Original Message-----
From: Stephen Turner <sturner at MIT.EDU>
Date: Wednesday, Feb 8, 2006 11:22 am
Subject: [rt-users] Approvals Question

I've been starting to get to grips with the Approval functionality (RT 3.4.2)  and I'm wondering what determines who is allowed to approve tickets and who can see approvals on the Approvals screen.

Thanks for any help,
Steve

_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com

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From ESchultz at corp.untd.com  Wed Feb  8 12:38:57 2006
From: ESchultz at corp.untd.com (Schultz, Eric)
Date: Wed, 8 Feb 2006 09:38:57 -0800
Subject: [rt-users] Scaling RT to Enterprise tool
Message-ID: <5613F89D78D2F545A40423EBA5535C300D3EC53B@LAXEVS01.lax.corp.int.untd.com>

Could you share what your hardware/software setup is?  What version of RT, what database and version, etc.  Thanks. 

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
> Of Rick Russell
> Sent: Wednesday, February 08, 2006 9:19 AM
> To: J?rg Ungermann; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Scaling RT to Enterprise tool
> 
> 
> 
> J?rg Ungermann wrote:
> > In future we expect to have 
> > something like 400 users (agents),
> > 5- 10 000 customers (requestors) and mor than 
> > 1000 tickets a month.
> 
> We've got about 150 agents, 10000 active customers and about 3000
> tickets a month. The help desk alone processes 1000 tickets a month.
> Works great.
> 
> > Anyone having a comparable installation?
> > How is a distributed installation handled (we think of 1 
> database and severeal webservers hosting RT)?
> 
> We're currently running the web & e-mail front ends and other stuff on
> one server, and the database on another server. Works fine. 
> In a pinch,
> one server could probably do both.
> 
> > How must maintenance be done to control database size and 
> keep up performance?
> 
> With about 60000 tickets in the system, we're doing OK. We've taken no
> special measures to reduce database size.
> 
> -- 
> Rick Russell
> For computer help, call xHELP (x4357 or 713-348-4357)
> OpenPGP/GnuPG Public Key at ldap://certificate.rice.edu
> 761D 1C20 6428 580F BD98  F5E5 5C8C 56CA C7CB B669
> --
> Helpdesk Supervisor, Client Services
> IT/Academic & Research Computing
> Rice University
> Voice: 713.348.5267  Fax: 713.348.6099
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly 
> Media at http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at 
> http://bestpractical.com/services/training.html
> 


From purp at acm.org  Wed Feb  8 12:40:28 2006
From: purp at acm.org (Jim Meyer)
Date: Wed, 08 Feb 2006 09:40:28 -0800
Subject: [rt-users] Scaling RT to Enterprise tool
In-Reply-To: <985437581@web.de>
References: <985437581@web.de>
Message-ID: <1139420428.28382.266.camel@zodiac.pdi.com>

Hello!

On Wed, 2006-02-08 at 13:21 +0100, J?rg Ungermann wrote:
> Anyone having a comparable installation?

You should search the archives for the word "performance" ... I asked
similar questions roughly a year ago and got answers from folks with
500K to 2M tickets in db.

We also did some in-house testing to punish RT with several hundred
thousand tickets and found that while there might be some useful indexes
to add (and no, Jesse, we didn't pin it down as it was speculative at
best =) when your installation grows, by and large RT seems to scale
very well.

Cheers!

--j
-- 
Jim Meyer, Geek at Large                                    purp at acm.org



From jkaufman at footlocker.com  Wed Feb  8 12:46:36 2006
From: jkaufman at footlocker.com (jkaufman at footlocker.com)
Date: Wed, 8 Feb 2006 11:46:36 -0600
Subject: [rt-users] Scalar::Util::Weak Problem (Fixed!)
In-Reply-To: <OF0D6DDC5F.B0A4B7CA-ON8625710D.0047416F-8625710D.0047D323@woolworth.com>
Message-ID: <OFCADE5F0E.65CB396E-ON8625710F.00615259-8625710F.0061477D@woolworth.com>

It would seem the end fix would be to upgrade to perl 5.8.8 :)

Along the way I also upgraded

Aix v5.3 ML03+
GCC v4.0.2
Automake v1.9.6
Bison 2.0
Libtool 1.5.22
m4 1.4.3
pkgconfig 0.19

But nothing was working until I noticed 5.8.8 on the perl website and then 
like magic...it works now :)


Jonathan Kaufman

Foot Locker Corporate Services, Inc.
E-Mail: jkaufman at footlocker.com
Tel:414-357-4062
Fax:717-972-3700
Tie Line:89-221-4062





jkaufman
Sent by: rt-users-bounces at lists.bestpractical.com
02/06/2006 07:08 AM


To
rt-users at lists.bestpractical.com
cc

Subject
Re: [rt-users] Scalar::Util::Weak Problem (Still Broken)







I suppose I should have mentioned that. The 'make' that ships with AIX 
seems to be bad when it comes to compiling OSS type stuff. So I've 
replaced it with GNU Make v3.8, along with gettext v0.10.40, flex v2.5.4a, 
libtool v1.5.8, readline v4.3, bison v1.875, autoconf v2.59, automake 
v1.8.5, expat v1.95.2, m4 v1.4.1 

They are all official IBM rpms from the Linux Toolbox for AIX. 

I don't suppose anyone notices a version conflict in what I've just 
mentioned? 

I've already changed the LIBPATH to /opt/freeware/lib:/lib:/usr/lib (and 
kept it unset) to no avail. I've tried using GCC v3.3.2, and VAC v5.0, 7.0 
and 8.0. 

Nothing seems to be working. I've tried starting from source using all the 
aformentioned C compilers....Nada.. 

I expect there is an incompatibility *somewhere*....But where that is...I 
have no idea.   

Jonathan Kaufman

Foot Locker Corporate Services, Inc.
E-Mail: jkaufman at footlocker.com
Tel:414-357-4062
Fax:717-972-3700
Tie Line:89-221-4062 




Greg 
02/03/2006 02:19 PM


To
jkaufman at footlocker.com 
cc
rt-users at lists.bestpractical.com 
Subject
Re: [rt-users] Scalar::Util::Weak Problem (Still Broken)








jkaufman at footlocker.com wrote:

> Once again denied...ugh..   ... [snipped] ...
> make: *** [subdirs] Error 2
>   /opt/freeware/bin/make  -- NOT OK
> Running make test
>   Can't test without successful make
> Running make install
>   make had returned bad status, install seems impossible
>
> I even went through the trouble of blowing away my perl install, and 
> compiling without threads to see if it's a threading issue (same 
> error)...Sigh... Anyone?


I am wondering if there are incompatible instructions in your Makefile.

Incompatible with your version of 'make', that is. If the Makefile.PL
does not like the AIX /opt/freeware/bin/make, can you provide another one?

If your "freeware" make is GNU make, is it a modern version?

I have rarely gone wrong by forcing other members of the team to 
standardize
on GNU make. Well, technically wrong, at least. :)

If your system continues finding an incorrect version of a program or 
library, you
can create a UID zero user who is not root for the duration of the 
install. Then
you can hack the living ... umm, you can really make some profound 
changes to
that new user's environment, including adding or subtracting huge 
sections of
PATH to force certain code to be used in lieu of the system default.

After the install is in production, back up the environment of the 
hacked-up
superuser, and then delete that user.

Please let us know what you tried, and if it works.

Take care,

Greg

_______________________________________________
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
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http://bestpractical.com/services/training.html
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From gregh at cranite.com  Wed Feb  8 12:51:28 2006
From: gregh at cranite.com (Greg)
Date: Wed, 08 Feb 2006 09:51:28 -0800
Subject: [rt-users] Scalar::Util::Weak Problem (Fixed!)
In-Reply-To: <OFCADE5F0E.65CB396E-ON8625710F.00615259-8625710F.0061477D@woolworth.com>
References: <OFCADE5F0E.65CB396E-ON8625710F.00615259-8625710F.0061477D@woolworth.com>
Message-ID: <43EA2FA0.70207@cranite.com>

jkaufman at footlocker.com wrote:

> It would seem the end fix would be to upgrade to perl 5.8.8 :)
>
> Along the way I also upgraded
>
> Aix v5.3 ML03+
> GCC v4.0.2
> Automake v1.9.6
> Bison 2.0
> Libtool 1.5.22
> m4 1.4.3
> pkgconfig 0.19
>
> But nothing was working until I noticed 5.8.8 on the perl website and 
> then like magic...it works now :)


Grief. What an epic.

It would not have occurred to me to try that. You are a
champion problem-solver. I wonder which item in the
5.8.8 Changelog covers your situation?

Best regards,

Greg


From napier at napiersys.bc.ca  Wed Feb  8 13:13:33 2006
From: napier at napiersys.bc.ca (Duncan Napier)
Date: Wed, 8 Feb 2006 10:13:33 -0800 (PST)
Subject: [rt-users] RT works with CAS - was "WebNoAuthRegex - what is this?"
In-Reply-To: <Pine.LNX.4.44.0602021528150.2069-100000@athens.ACTinc.bc.ca>
Message-ID: <Pine.LNX.4.44.0602081003020.17413-100000@athens.ACTinc.bc.ca>

Hello,

I have RT working with the Central Authentication System (CAS) for 
Web-based single sign-on/automation using an implementation of the 
Apache2 mod_cas add-on:

http://www.ja-sig.org/wiki/display/CAS/Home

Turns out the Central Authentication "?ticket" parameter, appended onto 
every  URL can be eliminated by setting up ticket caching on the Apache2 
server (mod_cas directive CASLocalCacheFile enabled). After that only the 
first access appends the ticket string. Once the ticket parameter is 
gone, the MySQL autocommits (which the ticket parameter was breaking) 
works fine. CAS users may experience a problem attempting to alter the 
database on the first re-login after their ticket expires, but I have not 
personally encountered this.  

			Duncan. 



On Thu, 2 Feb 2006, Duncan Napier wrote:

> Hello,
> 
> I am having a problem with deploying RT on a Web-based authentication 
> system that appends a ticket string
> 
> "?ticket=xxxxxxx"
> 
> to every URL that lies below the rt-doc root (ie the one that has the 
> .htaccess restriction). I see 
> 
> "WebNoAuthRegex - What portion of RT's URLspace should not require
> authentication." and wonder if that can fix it. I only need RT users to 
> authenticate to my RT home page (index.html). How do you specify the 
> non-authenticated URL space?
> 
> Here are the details:
> 
> I successfully have deployed RT 3.4.5-1 on Fedora Core
> kernel-smp-2.6.14-1.1656_FC4 running with Apache 2.0.54/55, MySQL
> 4.1.16-1, PHP 5.1.2, mod_perl-2.0.2 and it works great.
> 
> I set up and tested Apache Basic authentication (ie .htpasswd/password 
> file, AuthMySQLEnable off) and setting
> 
> Set($WebExternalAuth , '1');
> Set($WebFallbackToInternalAuth , 'true');
> Set($WebExternalAuto , '1');
> 
> in RT_SiteConfig.pm. Again, RT works as expected.
> 
> The university campus on which I work deploys Central Authentication
> Service (CAS) a web-based, single-sign on authentication/authorization
> system originally developed at Yale University:
> 
> http://www.ja-sig.org/wiki/display/CAS/Home
> 
> Users can authenticate and log on correctly (letting users use their 
> University computing services account login/password). I can browse RT 
> correctly, but whenever I try to make any  changes, I get errors like
> 
> RTWeb: Unable to load queue ''
> RTWeb: Unable to load user ''
> 
> etc ('' is a null string). I believe the URL ticket appending on the URL 
> is  messing up transactions on the system. I've compared full logs of 
> MySQL with CAS turned on and Basic authentication turned on, and can see 
> differences in the way queries are run. For example, the transactions 
> run under CAS never do an autocommit. I'm pretty sure it is the 
> "?ticket=xxxx" string at the end that is causing the problem. Can anyone 
> suggest a fix otherwise?
> 
> 			Regards,
> 
> 			Duncan.  
> 
> 
> 
> 
> 

-- 
--------------------------------------------------------------------------
Duncan Napier                                   email:napier at napiersys.com
Napier Systems Research                         Ph:(604) 812-8321
http://www.napiersys.bc.ca




From joby at u.washington.edu  Wed Feb  8 13:24:29 2006
From: joby at u.washington.edu (Joby Walker)
Date: Wed, 08 Feb 2006 10:24:29 -0800
Subject: [rt-users] Scaling RT to Enterprise tool
In-Reply-To: <985437581@web.de>
References: <985437581@web.de>
Message-ID: <43EA375D.1000408@u.washington.edu>

We're getting there.  We started production use (just by my group) in
mid September, and then started slowly rolling out use to teams within
C&C.  We'll probably cross 12,000 tickets today -- with ~5600 of those
just in 2006.  Our use will probably go up by a factor of 2x to 4x in
the next year.

Currently we have 2 web/email frontends and a pgsql backend, but we've
just put in a request for 2 servers that will exclusively handle
incoming email, reporting, and other automated processes, leaving our
current web frontends for only user web sessions.  We're not doing this
for load, but for isolation.  We've had two outages with RT, both were
related to incoming email.

1) RT got in a fight with Mailman -- a battle RT will always lose.  But
RT did pretty well.  By the time we stopped the fight, RT had a ticket
with 200,000 attachments (and 40K messages in the sendmail queue), which
I had to purge manually since RTx::Shredder can't handle a ticket that big.

2) Due to a configuration error by another sysadmin a mail loop was
created and when corrected RT got hit with 800 emails that RT could not
process and was exiting Gateway with Temp_Fail (a bug in some of our
custom code) so they never went away.

In both cases rt-mailgate was hogging all of the web sessions so no
users were able to connect via the production hardware -- though we
could redirect users to our eval server (which connects to the same
database) and they were able to work just fine.

We're using rt-3.4.4, with a lot of custom code.

The web/email frontends are Dell 1850s, ~3GHz CPU, 2GB Mem.
The database server +failover are Dell 2850s, 2x ~3GHz CPU, 4GB Mem,
200GB of disk on Raid5.

Joby Walker
C&C SSG, University of Washington


J?rg Ungermann wrote:
> Dear RT Users,
> 
> 
> we do have a very successful implementtion of Rt 3.4.1.
> We did reach ticket number 1000 within 2 months.
> 
> Since the toll shell be expanded to a much broader base, we are looking for people having experience with large installations.
> This is mainly because we already found performance shortcomings and tremendous growth of certain database tables (transactios).
> 
> In future we expect to have something like 400 users (agents), 5- 10 000 customers (requestors) and mor than 1000 tickets a month.
>  
> Anyone having a comparable installation?
> How is a distributed installation handled (we think of 1 database and severeal webservers hosting RT)?
> How must maintenance be done to control database size and keep up performance?
> 
> We also want to open RT to Partners. Therefor we need an extended self service, embedded into a portal.
> Single Sign on would be very good. How can this be done with RT?
> As we do use Open Source intensively we suggest Typo3 (www.typo3.org) as a portal.
> Anyone having linked Typo3 and RT (for single sign on?)
> 
> It would be great to exchange experience for large user installations.
> Thanks for answers
> 
> Joerg
> ______________________________________________________________________
> XXL-Speicher, PC-Virenschutz, Spartarife & mehr: Nur im WEB.DE Club!		
> Jetzt gratis testen! http://freemail.web.de/home/landingpad/?mc=021130
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html


From rsmall at solidcad.ca  Wed Feb  8 15:55:54 2006
From: rsmall at solidcad.ca (Ryan Small)
Date: Wed, 8 Feb 2006 15:55:54 -0500
Subject: [rt-users] Can RT be used with Shared/Virtual webhosting?
Message-ID: <55D9C44CD0938F4F803E68A70D31F31818F297@exchange.SOLIDCAD.COM>

 


Thanks,

 That's what I figured.  As much as our webhost package includes Perl
and MySQL, it doesn't appear that I would have the level of access to
the server that I would need to configure RT.  Therefore, it looks like
relocating our website/domain onto our own server is the only way.

-Ryan


-----Original Message-----
From: Tracy Phillips - Rackeasy.com [mailto:tracy.phillips at rackeasy.com]

Sent: February 7, 2006 12:54 PM
To: Ryan Small
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Can RT be used with Shared/Virtual webhosting?

Ryan Small wrote:
> I'm evaluating RT and have what should be a basic question: "Can RT be

> used with Shared/Virtual webhosting?"

Ryan,

In theory, you should be able to run RT in a shared environment. It all
depends on how well your hosting company is willing to work with you. If
you do not have access to the command line, life is going to be pretty
rough for you.

--
Tracy Phillips
Rackeasy.com
Tel: 1-800-596-0906
Tel: 1-404-704-0457 ext 1001
Fax: 1-775-205-0590

Rackeasy.com
370 S. Lowe Ave.
Ste. A-105
Cookeville, TN 38501

--
No virus found in this incoming message.
Checked by AVG Free Edition.
Version: 7.1.375 / Virus Database: 267.15.2/252 - Release Date: 2/06/06
 


From purp at acm.org  Wed Feb  8 17:29:59 2006
From: purp at acm.org (Jim Meyer)
Date: Wed, 08 Feb 2006 14:29:59 -0800
Subject: [rt-users] Can RT be used with Shared/Virtual webhosting?
In-Reply-To: <55D9C44CD0938F4F803E68A70D31F31818F297@exchange.SOLIDCAD.COM>
References: <55D9C44CD0938F4F803E68A70D31F31818F297@exchange.SOLIDCAD.COM>
Message-ID: <1139437799.28382.300.camel@zodiac.pdi.com>

Hello!

On Wed, 2006-02-08 at 15:55 -0500, Ryan Small wrote:
>  
> 
> Thanks,
> 
>  That's what I figured.  As much as our webhost package includes Perl
> and MySQL, it doesn't appear that I would have the level of access to
> the server that I would need to configure RT.  Therefore, it looks like
> relocating our website/domain onto our own server is the only way.

You might consider putting your RT instance on your server as a
subdomain (e.g. rt.solidcad.ca), then having your provider's DNS point
that name at your own server -- leaving the rest of your setup alone.

Might be easier to get going.

--j
-- 
Jim Meyer, Geek at Large                                    purp at acm.org



From tim.l.casada at sherwin.com  Wed Feb  8 19:13:02 2006
From: tim.l.casada at sherwin.com (Tim Casada)
Date: Wed, 08 Feb 2006 19:13:02 -0500
Subject: [rt-users] Custom Scrip and Send Notification
Message-ID: <43EA890E.90906@sherwin.com>

Hi I'm new to RT and looking to implement the following functionality.  
Any help would be appreciated!

When a user sets a custom field value to a particular value, I wish to 
add an AdminCC to the ticket and then send a notification to the AdminCC 
group.  I currently have the add the AdminCC part working with the code 
below, but I cannot figure out how then to instruct RT to then send a 
notification to the group.

Description: My Custom Scrip
Condition: User Defined
Action: User Defined

Custom condition: if (($self->TransactionObj->Type eq "CustomField") and
                             ($self->TransactionObj->NewValue eq 
"Enhancement")) {
                              return(1);
                            } else {
                              return(undef);
                            }

Custom action preparation code: return 1;

Custom action cleanup code: my $admincclist = $self->TicketObj->AdminCc;
                                            my $user = 
RT::User->new($RT::SystemUser);
                                            
$user->LoadByEmail('mynewadminCC at domain.com');
                                            
$admincclist->AddMember($user->Id);


From crsurf at gmail.com  Thu Feb  9 08:32:53 2006
From: crsurf at gmail.com (Cristiano da Costa)
Date: Thu, 9 Feb 2006 11:32:53 -0200
Subject: [rt-users] Filling Dates fields with scrip
In-Reply-To: <5613F89D78D2F545A40423EBA5535C300CFFE3D5@LAXEVS01.lax.corp.int.untd.com>
References: <5613F89D78D2F545A40423EBA5535C300CFFE3D5@LAXEVS01.lax.corp.int.untd.com>
Message-ID: <311334b60602090532r4e8f984du71ffedf1605c9e2d@mail.gmail.com>

Hello Eric

I want to set a different SLA if user filled the field Start, bellow is my
code, but doesn?t work.

Can you give me some tip?


my $now = RT::Date->new($RT::SystemUser);
my $sla = RT::Date->new($RT::SystemUser);
$now->SetToNow;
$sla->SetToNow;
$sla->AddSeconds(+14400);

if ( $self->TicketObj->Starts eq '1970-01-01 00:00:00' ) {
$self->TicketObj->SetStarts( $now->ISO );
}
else {
$sla = $self->TicketObj->Starts;
$sla->AddSeconds(+14400);
}

if ( $self->TicketObj->Started eq '1970-01-01 00:00:00' ) {
$self->TicketObj->SetStarted( $now->ISO );
}
if ( $self->TicketObj->Due eq '1970-01-01 00:00:00' ) {
$self->TicketObj->SetDue( $sla->ISO );
}
return 1;

Sds

Cristiano


On 2/1/06, Schultz, Eric <ESchultz at corp.untd.com> wrote:
>
> I don't think the dates will ever be 'undef'.  Instead, check for a
> default date.  I believe that date is '1970-01-01 00:00:00' in our system.
>
> if ( $self->TicketObj->Started eq '1970-01-01 00:00:00' ) {
>
>
> ________________________________
>
>         From: rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] On Behalf Of Cristiano da Costa
>         Sent: Wednesday, February 01, 2006 8:31 AM
>         To: rt-users at lists.bestpractical.com
>         Subject: [rt-users] Filling Dates fields with scrip
>
>
>
>         Hello
>
>         I want to fill the fields Starts, Started and Due after ticket
> creation, for this I?m using the code bellow on custom action in "on create"
> condition
>
>
>         my $now = RT::Date->new($RT::SystemUser);
>         my $sla = RT::Date->new($RT::SystemUser);
>         $now->SetToNow;
>         $sla->SetToNow;
>         $sla->AddSeconds(+3600);
>         $self->TicketObj->SetStarts( $now->ISO );
>         $self->TicketObj->SetStarted( $now->ISO );
>         $self->TicketObj->SetDue( $sla->ISO );
>         return 1;
>
>         This works, but if user that create tickts already fill these
> fields I don?t want to overwrite the user information, I tryed the following
> code in place of the code above, but doesn?t work.
>
>         my $now = RT::Date->new($RT::SystemUser);
>         my $sla = RT::Date->new($RT::SystemUser);
>         $now->SetToNow;
>         $sla->SetToNow;
>         $sla->AddSeconds(+3600);
>         if ( $self->TicketObj->Starts == undef ){
>         $self->TicketObj->SetStarts( $now->ISO );
>         }
>         if ( $self->TicketObj->Started == undef ){
>         $self->TicketObj->SetStarted( $now->ISO );
>         }
>         if ( $self->TicketObj->Due == undef ){
>         $self->TicketObj->SetDue( $sla->ISO );
>         }
>         return 1;
>
>         How can I test if user already fill these fields?
>
>
>
>         Thanks
>
>
>
>         Cristiano
>
>
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From nmetrowsky at digitalglobe.com  Thu Feb  9 10:46:29 2006
From: nmetrowsky at digitalglobe.com (Nick Metrowsky)
Date: Thu, 9 Feb 2006 08:46:29 -0700
Subject: [rt-users] Resolved Tickets being Reopened
Message-ID: <C1BF1C58F42A304A899E2933C220F48A2AE8C8@COMAIL02.digitalglobe.com>

Hi Everyone,

 

This may have been discussed before, but I hope to get the definitive
answer.

 

A ticket is resolved and the user is informed that it was done so. They
reply to the e-mail sent by Request Tracker that the ticket has been
Resolved. Because the user replied to the message sent by Request
Tracker, the ticket status is then changed from the Resolved state to
the Open state. Is there a way to prevent this from happening? We are
running Request Tracker V3.4.4.

 

Thank you for your help,

 

Take care!

 

Nick

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From barnesaw at ucrwcu.rwc.uc.edu  Thu Feb  9 10:49:38 2006
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 09 Feb 2006 10:49:38 -0500
Subject: [rt-users] Resolved Tickets being Reopened
In-Reply-To: <C1BF1C58F42A304A899E2933C220F48A2AE8C8@COMAIL02.digitalglobe.com>
References: <C1BF1C58F42A304A899E2933C220F48A2AE8C8@COMAIL02.digitalglobe.com>
Message-ID: <43EB6492.5010404@ucrwcu.rwc.uc.edu>

We are using the OnResolveOnce contribution from the wiki.  the second 
time you close a ticket, they are not notified and don't reply saying 
"Thanks".  The other option would be to find or write a scrip which will 
check to see if the ticket is resolved and create a new ticket.  This 
would need to replace your standard OnCorrespond condition.  There may 
be something you can draw from on the wiki.  Always, always, always wiki.

DB


Nick Metrowsky wrote:
>
> Hi Everyone,
>
>  
>
> This may have been discussed before, but I hope to get the definitive 
> answer.
>
>  
>
> A ticket is resolved and the user is informed that it was done so. 
> They reply to the e-mail sent by Request Tracker that the ticket has 
> been Resolved. Because the user replied to the message sent by Request 
> Tracker, the ticket status is then changed from the Resolved state to 
> the Open state. Is there a way to prevent this from happening? We are 
> running Request Tracker V3.4.4.
>
>  
>
> Thank you for your help,
>
>  
>
> Take care!
>
>  
>
> Nick
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html

-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati



From ESchultz at corp.untd.com  Thu Feb  9 11:25:47 2006
From: ESchultz at corp.untd.com (Schultz, Eric)
Date: Thu, 9 Feb 2006 08:25:47 -0800
Subject: [rt-users] Filling Dates fields with scrip
Message-ID: <5613F89D78D2F545A40423EBA5535C300D3ECC1E@LAXEVS01.lax.corp.int.untd.com>

What doesn't work about it?  It doesn't reset the date?  It always resets the date even if information was already filled out?


________________________________

	From: Cristiano da Costa [mailto:crsurf at gmail.com] 
	Sent: Thursday, February 09, 2006 5:33 AM
	To: Schultz, Eric
	Cc: rt-users at lists.bestpractical.com
	Subject: Re: [rt-users] Filling Dates fields with scrip
	
	
	Hello Eric
	
	 
	I want to set a different SLA if user filled the field Start, bellow is my code, but doesn?t work.
	
	Can you give me some tip?
	
	 

	my $now = RT::Date->new($RT::SystemUser);
	my $sla = RT::Date->new($RT::SystemUser);
	$now->SetToNow;
	$sla->SetToNow;
	$sla->AddSeconds(+14400);

	if ( $self->TicketObj->Starts eq '1970-01-01 00:00:00' ) {
	$self->TicketObj->SetStarts( $now->ISO );
	}
	else {
	$sla = $self->TicketObj->Starts;
	$sla->AddSeconds(+14400);
	}

	if ( $self->TicketObj->Started eq '1970-01-01 00:00:00' ) {
	$self->TicketObj->SetStarted( $now->ISO );
	}
	if ( $self->TicketObj->Due eq '1970-01-01 00:00:00' ) {
	$self->TicketObj->SetDue( $sla->ISO ); 
	}
	return 1;

	Sds

	Cristiano



	On 2/1/06, Schultz, Eric <ESchultz at corp.untd.com> wrote: 

		I don't think the dates will ever be 'undef'.  Instead, check for a default date.  I believe that date is '1970-01-01 00:00:00' in our system.
		
		if ( $self->TicketObj->Started eq '1970-01-01 00:00:00' ) {
		
		
		________________________________
		
		        From: rt-users-bounces at lists.bestpractical.com [mailto: rt-users-bounces at lists.bestpractical.com <mailto:rt-users-bounces at lists.bestpractical.com> ] On Behalf Of Cristiano da Costa
		        Sent: Wednesday, February 01, 2006 8:31 AM
		        To: rt-users at lists.bestpractical.com 
		        Subject: [rt-users] Filling Dates fields with scrip
		
		
		
		        Hello
		
		        I want to fill the fields Starts, Started and Due after ticket creation, for this I?m using the code bellow on custom action in "on create" condition 
		
		
		        my $now = RT::Date->new($RT::SystemUser);
		        my $sla = RT::Date->new($RT::SystemUser);
		        $now->SetToNow;
		        $sla->SetToNow;
		        $sla->AddSeconds(+3600);
		        $self->TicketObj->SetStarts( $now->ISO );
		        $self->TicketObj->SetStarted( $now->ISO );
		        $self->TicketObj->SetDue( $sla->ISO );
		        return 1;
		
		        This works, but if user that create tickts already fill these fields I don?t want to overwrite the user information, I tryed the following code in place of the code above, but doesn?t work. 
		
		        my $now = RT::Date->new($RT::SystemUser);
		        my $sla = RT::Date->new($RT::SystemUser);
		        $now->SetToNow;
		        $sla->SetToNow;
		        $sla->AddSeconds(+3600);
		        if ( $self->TicketObj->Starts == undef ){ 
		        $self->TicketObj->SetStarts( $now->ISO );
		        }
		        if ( $self->TicketObj->Started == undef ){
		        $self->TicketObj->SetStarted( $now->ISO );
		        }
		        if ( $self->TicketObj->Due == undef ){ 
		        $self->TicketObj->SetDue( $sla->ISO );
		        }
		        return 1;
		
		        How can I test if user already fill these fields?
		
		
		
		        Thanks
		
		
		
		        Cristiano 
		
		


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From ESchultz at corp.untd.com  Thu Feb  9 11:40:37 2006
From: ESchultz at corp.untd.com (Schultz, Eric)
Date: Thu, 9 Feb 2006 08:40:37 -0800
Subject: [rt-users] Filling Dates fields with scrip
Message-ID: <5613F89D78D2F545A40423EBA5535C300D3ECC39@LAXEVS01.lax.corp.int.untd.com>

Not sure if this will help, but this was from a scrip in my test RT database (for the customcommitcode):

# ------------------------------------------------------------------- #
my $date = RT::Date->new($RT::SystemUser);
$date->SetToNow;
if ($self->TicketObj->StartsObj->AsString eq "Not set") {
  $self->TicketObj->SetStarts($date->ISO);
}
if ($self->TicketObj->DueObj->AsString eq "Not set") {
  $date->AddDays($RT::OverdueAfter);
  use Business::Hours;
  my $bizhours = new Business::Hours;
  if ($RT::BusinessHours) {
    $bizhours->business_hours(%$RT::BusinessHours);
  }
  my $due = $bizhours->first_after($date->Unix);
  $date->Set(Format => 'unix', Value => $due);
  $self->TicketObj->SetDue($date->ISO);
}
  return 1;
# ------------------------------------------------------------------- #

I believe that shows you how to "properly" check if one of the date portions of the ticket object is set.


________________________________

	From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Schultz, Eric
	Sent: Thursday, February 09, 2006 8:26 AM
	To: Cristiano da Costa
	Cc: rt-users at lists.bestpractical.com
	Subject: RE: [rt-users] Filling Dates fields with scrip
	
	
	What doesn't work about it?  It doesn't reset the date?  It always resets the date even if information was already filled out?


________________________________

		From: Cristiano da Costa [mailto:crsurf at gmail.com] 
		Sent: Thursday, February 09, 2006 5:33 AM
		To: Schultz, Eric
		Cc: rt-users at lists.bestpractical.com
		Subject: Re: [rt-users] Filling Dates fields with scrip
		
		
		Hello Eric
		
		 
		I want to set a different SLA if user filled the field Start, bellow is my code, but doesn?t work.
		
		Can you give me some tip?
		
		 

		my $now = RT::Date->new($RT::SystemUser);
		my $sla = RT::Date->new($RT::SystemUser);
		$now->SetToNow;
		$sla->SetToNow;
		$sla->AddSeconds(+14400);

		if ( $self->TicketObj->Starts eq '1970-01-01 00:00:00' ) {
		$self->TicketObj->SetStarts( $now->ISO );
		}
		else {
		$sla = $self->TicketObj->Starts;
		$sla->AddSeconds(+14400);
		}

		if ( $self->TicketObj->Started eq '1970-01-01 00:00:00' ) {
		$self->TicketObj->SetStarted( $now->ISO );
		}
		if ( $self->TicketObj->Due eq '1970-01-01 00:00:00' ) {
		$self->TicketObj->SetDue( $sla->ISO ); 
		}
		return 1;

		Sds

		Cristiano



		On 2/1/06, Schultz, Eric <ESchultz at corp.untd.com> wrote: 

			I don't think the dates will ever be 'undef'.  Instead, check for a default date.  I believe that date is '1970-01-01 00:00:00' in our system.
			
			if ( $self->TicketObj->Started eq '1970-01-01 00:00:00' ) {
			
			
			________________________________
			
			        From: rt-users-bounces at lists.bestpractical.com [mailto: rt-users-bounces at lists.bestpractical.com <mailto:rt-users-bounces at lists.bestpractical.com> ] On Behalf Of Cristiano da Costa
			        Sent: Wednesday, February 01, 2006 8:31 AM
			        To: rt-users at lists.bestpractical.com <mailto:rt-users at lists.bestpractical.com> 
			        Subject: [rt-users] Filling Dates fields with scrip
			
			
			
			        Hello
			
			        I want to fill the fields Starts, Started and Due after ticket creation, for this I?m using the code bellow on custom action in "on create" condition 
			
			
			        my $now = RT::Date->new($RT::SystemUser);
			        my $sla = RT::Date->new($RT::SystemUser);
			        $now->SetToNow;
			        $sla->SetToNow;
			        $sla->AddSeconds(+3600);
			        $self->TicketObj->SetStarts( $now->ISO );
			        $self->TicketObj->SetStarted( $now->ISO );
			        $self->TicketObj->SetDue( $sla->ISO );
			        return 1;
			
			        This works, but if user that create tickts already fill these fields I don?t want to overwrite the user information, I tryed the following code in place of the code above, but doesn?t work. 
			
			        my $now = RT::Date->new($RT::SystemUser);
			        my $sla = RT::Date->new($RT::SystemUser);
			        $now->SetToNow;
			        $sla->SetToNow;
			        $sla->AddSeconds(+3600);
			        if ( $self->TicketObj->Starts == undef ){ 
			        $self->TicketObj->SetStarts( $now->ISO );
			        }
			        if ( $self->TicketObj->Started == undef ){
			        $self->TicketObj->SetStarted( $now->ISO );
			        }
			        if ( $self->TicketObj->Due == undef ){ 
			        $self->TicketObj->SetDue( $sla->ISO );
			        }
			        return 1;
			
			        How can I test if user already fill these fields?
			
			
			
			        Thanks
			
			
			
			        Cristiano 
			
			




From ESchultz at corp.untd.com  Thu Feb  9 11:54:46 2006
From: ESchultz at corp.untd.com (Schultz, Eric)
Date: Thu, 9 Feb 2006 08:54:46 -0800
Subject: [rt-users] Resolved Tickets being Reopened
Message-ID: <5613F89D78D2F545A40423EBA5535C300D3ECC5A@LAXEVS01.lax.corp.int.untd.com>

I believe that I first had to disable a problematic scrip that would
re-open a ticket with a response.  But I can't find that now since I
would have deleted it :-)

I remember changing share/html/Ticket/Update.html so that new tickets
weren't auto-opened without explicitly changing the status.  But I don't
remember exactly how I fixed the resolved one.  I know there is a module
in lib/RT/Action called AutoOpen.pm - I think the scrip that I can't
find may have used this module.  As you see in there, the Commit
subroutine will set a ticket to open with the message "Ticket
auto-opened on incoming correspondence".  If that's what you're seeing
in your ticket history, then you should be able to track down the
problem now. 


________________________________

	From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nick
Metrowsky
	Sent: Thursday, February 09, 2006 7:46 AM
	To: rt-users at lists.bestpractical.com
	Subject: [rt-users] Resolved Tickets being Reopened
	
	

	Hi Everyone,

	 

	This may have been discussed before, but I hope to get the
definitive answer.

	 

	A ticket is resolved and the user is informed that it was done
so. They reply to the e-mail sent by Request Tracker that the ticket has
been Resolved. Because the user replied to the message sent by Request
Tracker, the ticket status is then changed from the Resolved state to
the Open state. Is there a way to prevent this from happening? We are
running Request Tracker V3.4.4.

	 

	Thank you for your help,

	 

	Take care!

	 

	Nick



From JonathanG at pyramidcorporation.com  Thu Feb  9 11:55:34 2006
From: JonathanG at pyramidcorporation.com (Jonathan Godbeer)
Date: Thu, 9 Feb 2006 09:55:34 -0700
Subject: [rt-users] Fickle owner changes
Message-ID: <4B068AAC3504884EA9ECCC14B636D574CFC8FF@gir.PyramidCorp.Pyramidcorporation.com>

Ok. Still looking for help on this one.
 
The problem is I need to have owner notification when a certain condition occurs. I even went so far as to make a new custom field called purch_send_form in my queue and make a custom condition stating that when the word "Send" is entered in that field, it will send the form (template to owner).
 
Here is that code:
 
if (($self->TransactionObj->Type eq "CustomField") &&
($self->TransactionObj->NewValue eq "Send")) {
return(1);
} else {
return(undef);
} 
 
Again, nothing is happening when i take one of the tickets in my test instance and set that field. Any suggestions? 
 
I'm not a heavy programmer, I am just trying to use this tool to improve our work flow. Any assistance would be greatly appreciated.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Jonathan Godbeer
Sent: Monday, February 06, 2006 10:13 AM
To: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Fickle owner changes


I started looking into my issue and realized that part of the problem is I am creating a scrip to run off of OnOwnerChange when I should be making a custom condition.
 
This queue is used for purchasing. We get a request and fill out what information we are given. We then do the footwork and fill in the remaining fields after researching needs and costs. Once that is done I wanted to have a specific template sent to the owner to be printed out and handed off to the paper bureaucracy.
 
I had initially set it up so that once the information was inputted, the person working the ticket would assign themself ownership and receive the form to print in the e-mail. The system is not recognizing the owner change in certain situations.
 
What I would like to do now then is to have the template I have created be sent to the owner when a specific custom field is set from a null value to a string value.
 
Here is what I have so far from reading through related articles:
 
if (($self->TransactionObj->Type eq "CustomField") and
 
($self->TransactionObj->Field eq "purch_vendor") and
 
($self->TransactionObj->NewValue ne 0)) {
 
return(1);
 
} else {
 
return(undef);
 
} 
 
Now one thing that I realized from reading up is that the Field eq "purch_vendor" will probably not work. I read that you need to specify the field's ID. How do I call on that information?
 
Thanks
 
 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Jonathan Godbeer
Sent: Saturday, February 04, 2006 1:37 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Fickle owner changes



In one of my queues, I have set up a scrip to send a template which is a form that needs printing. That part works fine, now it only sends the form to the new owner on owner change.

Here's the catch. If owner A creates a ticket and sets it to nobody initially, then takes ownership once the necessary information is sent out, the scrip does not run and the form is not sent to them. However, if owner A sets it to nobody as before and completes it then sets it to owner B, owner B does receive the e-mail.

This tells me that the system does recognize the change in ownership from nobody to somebdy as a change. 

Basically, if someone Takes a ticket, it isn't classifying this as an owner change. If they assign it from unowned, it does. Why? Any thoughts on how to correct this behaviour?

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From chris at filmlight.ltd.uk  Thu Feb  9 12:09:37 2006
From: chris at filmlight.ltd.uk (Chris Hall)
Date: Thu, 09 Feb 2006 17:09:37 +0000
Subject: [rt-users] Resolved Tickets being Reopened
In-Reply-To: <5613F89D78D2F545A40423EBA5535C300D3ECC5A@LAXEVS01.lax.corp.int.untd.com>
References: <5613F89D78D2F545A40423EBA5535C300D3ECC5A@LAXEVS01.lax.corp.int.untd.com>
Message-ID: <43EB7751.4090501@filmlight.ltd.uk>

I'd seriously suggest getting rid of the automatic email on 'resolve'. I 
mean, would you really want to send that?

Schultz, Eric wrote:
> I believe that I first had to disable a problematic scrip that would
> re-open a ticket with a response.  But I can't find that now since I
> would have deleted it :-)
> 
> I remember changing share/html/Ticket/Update.html so that new tickets
> weren't auto-opened without explicitly changing the status.  But I don't
> remember exactly how I fixed the resolved one.  I know there is a module
> in lib/RT/Action called AutoOpen.pm - I think the scrip that I can't
> find may have used this module.  As you see in there, the Commit
> subroutine will set a ticket to open with the message "Ticket
> auto-opened on incoming correspondence".  If that's what you're seeing
> in your ticket history, then you should be able to track down the
> problem now. 
> 
> 
> ________________________________
> 
> 	From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nick
> Metrowsky
> 	Sent: Thursday, February 09, 2006 7:46 AM
> 	To: rt-users at lists.bestpractical.com
> 	Subject: [rt-users] Resolved Tickets being Reopened
> 	
> 	
> 
> 	Hi Everyone,
> 
> 	 
> 
> 	This may have been discussed before, but I hope to get the
> definitive answer.
> 
> 	 
> 
> 	A ticket is resolved and the user is informed that it was done
> so. They reply to the e-mail sent by Request Tracker that the ticket has
> been Resolved. Because the user replied to the message sent by Request
> Tracker, the ticket status is then changed from the Resolved state to
> the Open state. Is there a way to prevent this from happening? We are
> running Request Tracker V3.4.4.
> 
> 	 
> 
> 	Thank you for your help,
> 
> 	 
> 
> 	Take care!
> 
> 	 
> 
> 	Nick
> 
> _______________________________________________
> 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
> 

-- 
____________________
Chris Hall
FilmLight Ltd
14-15 Manette St
London W1D 4AP
+44 (0)20 7292 0400


From nmetrowsky at digitalglobe.com  Thu Feb  9 12:13:15 2006
From: nmetrowsky at digitalglobe.com (Nick Metrowsky)
Date: Thu, 9 Feb 2006 10:13:15 -0700
Subject: [rt-users] The dreaded "MySQL server has gone away"
Message-ID: <C1BF1C58F42A304A899E2933C220F48A2AE901@COMAIL02.digitalglobe.com>

Hi Everyone,

 

While I am generally please with Request Tracker V3, and I know it is
free software and does more than commercial products selling for
thousands of dollars, it does have it glitches. We are running RT-3.4.4,
MySQL V4.1.5, Apache 2.0.55, mod_per2, perl 5.8.7,
DBIx-SearchBuilder-1.35.

 

We get hundreds of tickets per day, without any issues. So far, since we
upgraded to 3.4.4 from 2.x, we have had about 25 incidents out of 2500+
tickets submitted (since 21 December, 2005) with the following result:

 

error: 

DBD::mysql::st execute failed: MySQL server has gone away at
/usr/local/lib/perl5/site_perl/5.8.7/Apache/Session/Lock/MySQL.pm line
70.

context: 

... 

 

66: 

if ($self->{lock}) {

67: 

local $self->{dbh}->{RaiseError} = 1;

68: 

 

69: 

my $sth = $self->{dbh}->prepare_cached(q{SELECT RELEASE_LOCK(?)}, {},
1);

70: 

$sth->execute($self->{lockid});

71: 

 

72: 

$self->{lock} = 0;

73: 

} 

74: 

}

... 

 

code stack: 

/usr/local/lib/perl5/site_perl/5.8.7/Apache/Session/Lock/MySQL.pm:70
/usr/local/lib/perl5/site_perl/5.8.7/Apache/Session/Lock/MySQL.pm:81
/usr/local/lib/perl5/site_perl/5.8.7/Apache/Session/Lock/MySQL.pm:87
/usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm:1258

 

The worse part it sends out e-mail to everyone and the ticket never is
created in the database.

 

As far as the system goes, the MySQL server and the various software
components are not being restarted or manipulated in any way. It looking
at /var/log/messages, it looks like Request Tracker cannot access the
MySQL server. Yet, the MySQL logs indicate there are no errors related
to the software. Matter of, the only thing in the logs was when the
server was started.

 

Any information about this issue would be most helpful.

 

Take care!

 

Nick

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From purp at acm.org  Thu Feb  9 12:16:19 2006
From: purp at acm.org (Jim Meyer)
Date: Thu, 09 Feb 2006 09:16:19 -0800
Subject: [rt-users] NEEDED: OnResolveDependency condition
Message-ID: <1139505379.28382.342.camel@zodiac.pdi.com>

Hello!

I was pondering how to take a few of our more complex internal
processes, the sorts which have both serial and parallel tasks, and
cause them to be submitted as a set of dependent tickets when it
occurred to me that when we resolve a ticket which is depended upon by
other tickets, the owners of the other tickets need to get a
notification that the dependency has been resolved.

I didn't see anything in the wiki like this ... is there an easy way to
do this, does someone already have such a thing they can share, or am I
breaking new ground?

Thanks!

--j
-- 
Jim Meyer, Geek at Large                                    purp at acm.org



From nmetrowsky at digitalglobe.com  Thu Feb  9 12:16:45 2006
From: nmetrowsky at digitalglobe.com (Nick Metrowsky)
Date: Thu, 9 Feb 2006 10:16:45 -0700
Subject: [rt-users] Resolved Tickets being Reopened
Message-ID: <C1BF1C58F42A304A899E2933C220F48A2AE905@COMAIL02.digitalglobe.com>

Hi Chris,

Do you know how to turn it off?

Take care!

Nick

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Chris
Hall
Sent: Thursday, February 09, 2006 10:10 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Resolved Tickets being Reopened

I'd seriously suggest getting rid of the automatic email on 'resolve'. I

mean, would you really want to send that?

Schultz, Eric wrote:
> I believe that I first had to disable a problematic scrip that would
> re-open a ticket with a response.  But I can't find that now since I
> would have deleted it :-)
> 
> I remember changing share/html/Ticket/Update.html so that new tickets
> weren't auto-opened without explicitly changing the status.  But I
don't
> remember exactly how I fixed the resolved one.  I know there is a
module
> in lib/RT/Action called AutoOpen.pm - I think the scrip that I can't
> find may have used this module.  As you see in there, the Commit
> subroutine will set a ticket to open with the message "Ticket
> auto-opened on incoming correspondence".  If that's what you're seeing
> in your ticket history, then you should be able to track down the
> problem now. 
> 
> 
> ________________________________
> 
> 	From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nick
> Metrowsky
> 	Sent: Thursday, February 09, 2006 7:46 AM
> 	To: rt-users at lists.bestpractical.com
> 	Subject: [rt-users] Resolved Tickets being Reopened
> 	
> 	
> 
> 	Hi Everyone,
> 
> 	 
> 
> 	This may have been discussed before, but I hope to get the
> definitive answer.
> 
> 	 
> 
> 	A ticket is resolved and the user is informed that it was done
> so. They reply to the e-mail sent by Request Tracker that the ticket
has
> been Resolved. Because the user replied to the message sent by Request
> Tracker, the ticket status is then changed from the Resolved state to
> the Open state. Is there a way to prevent this from happening? We are
> running Request Tracker V3.4.4.
> 
> 	 
> 
> 	Thank you for your help,
> 
> 	 
> 
> 	Take care!
> 
> 	 
> 
> 	Nick
> 
> _______________________________________________
> 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
> 

-- 
____________________
Chris Hall
FilmLight Ltd
14-15 Manette St
London W1D 4AP
+44 (0)20 7292 0400
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O'Reilly Media at
http://rtbook.bestpractical.com

WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at
http://bestpractical.com/services/training.html


From ESchultz at corp.untd.com  Thu Feb  9 12:24:40 2006
From: ESchultz at corp.untd.com (Schultz, Eric)
Date: Thu, 9 Feb 2006 09:24:40 -0800
Subject: [rt-users] Fickle owner changes
Message-ID: <5613F89D78D2F545A40423EBA5535C300D3ECCB8@LAXEVS01.lax.corp.int.untd.com>

Here are some wiki entries on custom fields that may help you to write
your scrip/template:

http://wiki.bestpractical.com/index.cgi?AddCustomFieldstoTemplates
http://wiki.bestpractical.com/index.cgi?AddCustomFieldsValuesToMail 

Basically, just search for "CustomField" (or some variation thereof) on
the BP wiki to see examples of what other people are trying to do.

________________________________

	From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jonathan
Godbeer
	Sent: Thursday, February 09, 2006 8:56 AM
	To: Jonathan Godbeer; rt-users at lists.bestpractical.com
	Subject: RE: [rt-users] Fickle owner changes
	
	
	Ok. Still looking for help on this one.
	 
	The problem is I need to have owner notification when a certain
condition occurs. I even went so far as to make a new custom field
called purch_send_form in my queue and make a custom condition stating
that when the word "Send" is entered in that field, it will send the
form (template to owner).
	 
	Here is that code:
	 
	if (($self->TransactionObj->Type eq "CustomField") &&
	($self->TransactionObj->NewValue eq "Send")) {
	return(1);
	} else {
	return(undef);
	} 
	 
	Again, nothing is happening when i take one of the tickets in my
test instance and set that field. Any suggestions? 
	 
	I'm not a heavy programmer, I am just trying to use this tool to
improve our work flow. Any assistance would be greatly appreciated.

		-----Original Message-----
		From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Jonathan
Godbeer
		Sent: Monday, February 06, 2006 10:13 AM
		To: rt-users at lists.bestpractical.com
		Subject: RE: [rt-users] Fickle owner changes
		
		
		I started looking into my issue and realized that part
of the problem is I am creating a scrip to run off of OnOwnerChange when
I should be making a custom condition.
		 
		This queue is used for purchasing. We get a request and
fill out what information we are given. We then do the footwork and fill
in the remaining fields after researching needs and costs. Once that is
done I wanted to have a specific template sent to the owner to be
printed out and handed off to the paper bureaucracy.
		 
		I had initially set it up so that once the information
was inputted, the person working the ticket would assign themself
ownership and receive the form to print in the e-mail. The system is not
recognizing the owner change in certain situations.
		 
		What I would like to do now then is to have the template
I have created be sent to the owner when a specific custom field is set
from a null value to a string value.
		 
		Here is what I have so far from reading through related
articles:
		 
		if (($self->TransactionObj->Type eq "CustomField") and
		 
		($self->TransactionObj->Field eq "purch_vendor") and
		 
		($self->TransactionObj->NewValue ne 0)) {
		 
		return(1);
		 
		} else {
		 
		return(undef);
		 
		} 
		 
		Now one thing that I realized from reading up is that
the Field eq "purch_vendor" will probably not work. I read that you need
to specify the field's ID. How do I call on that information?
		 
		Thanks
		 
		 

			-----Original Message-----
			From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Jonathan
Godbeer
			Sent: Saturday, February 04, 2006 1:37 PM
			To: rt-users at lists.bestpractical.com
			Subject: [rt-users] Fickle owner changes
			
			

			In one of my queues, I have set up a scrip to
send a template which is a form that needs printing. That part works
fine, now it only sends the form to the new owner on owner change.

			Here's the catch. If owner A creates a ticket
and sets it to nobody initially, then takes ownership once the necessary
information is sent out, the scrip does not run and the form is not sent
to them. However, if owner A sets it to nobody as before and completes
it then sets it to owner B, owner B does receive the e-mail.

			This tells me that the system does recognize the
change in ownership from nobody to somebdy as a change. 

			Basically, if someone Takes a ticket, it isn't
classifying this as an owner change. If they assign it from unowned, it
does. Why? Any thoughts on how to correct this behaviour?



From chris at filmlight.ltd.uk  Thu Feb  9 12:34:52 2006
From: chris at filmlight.ltd.uk (Chris Hall)
Date: Thu, 09 Feb 2006 17:34:52 +0000
Subject: [rt-users] Resolved Tickets being Reopened
In-Reply-To: <C1BF1C58F42A304A899E2933C220F48A2AE905@COMAIL02.digitalglobe.com>
References: <C1BF1C58F42A304A899E2933C220F48A2AE905@COMAIL02.digitalglobe.com>
Message-ID: <43EB7D3C.2070808@filmlight.ltd.uk>

Go to:

configuration->global->scrips

..then check the box to delete the scrip.

Its still handy to inform your queue watchers (staff) that the ticket is 
resolved - make a new scrip for "On status change" "Notify admin cc's" etc.

Cheers,

- Chris

Nick Metrowsky wrote:
> Hi Chris,
> 
> Do you know how to turn it off?
> 
> Take care!
> 
> Nick
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Chris
> Hall
> Sent: Thursday, February 09, 2006 10:10 AM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Resolved Tickets being Reopened
> 
> I'd seriously suggest getting rid of the automatic email on 'resolve'. I
> 
> mean, would you really want to send that?
> 
> Schultz, Eric wrote:
> 
>>I believe that I first had to disable a problematic scrip that would
>>re-open a ticket with a response.  But I can't find that now since I
>>would have deleted it :-)
>>
>>I remember changing share/html/Ticket/Update.html so that new tickets
>>weren't auto-opened without explicitly changing the status.  But I
> 
> don't
> 
>>remember exactly how I fixed the resolved one.  I know there is a
> 
> module
> 
>>in lib/RT/Action called AutoOpen.pm - I think the scrip that I can't
>>find may have used this module.  As you see in there, the Commit
>>subroutine will set a ticket to open with the message "Ticket
>>auto-opened on incoming correspondence".  If that's what you're seeing
>>in your ticket history, then you should be able to track down the
>>problem now. 
>>
>>
>>________________________________
>>
>>	From: rt-users-bounces at lists.bestpractical.com
>>[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nick
>>Metrowsky
>>	Sent: Thursday, February 09, 2006 7:46 AM
>>	To: rt-users at lists.bestpractical.com
>>	Subject: [rt-users] Resolved Tickets being Reopened
>>	
>>	
>>
>>	Hi Everyone,
>>
>>	 
>>
>>	This may have been discussed before, but I hope to get the
>>definitive answer.
>>
>>	 
>>
>>	A ticket is resolved and the user is informed that it was done
>>so. They reply to the e-mail sent by Request Tracker that the ticket
> 
> has
> 
>>been Resolved. Because the user replied to the message sent by Request
>>Tracker, the ticket status is then changed from the Resolved state to
>>the Open state. Is there a way to prevent this from happening? We are
>>running Request Tracker V3.4.4.
>>
>>	 
>>
>>	Thank you for your help,
>>
>>	 
>>
>>	Take care!
>>
>>	 
>>
>>	Nick
>>
>>_______________________________________________
>>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
> 
> 

-- 
____________________
Chris Hall
FilmLight Ltd
14-15 Manette St
London W1D 4AP
+44 (0)20 7292 0400


From c.a.foster at larc.nasa.gov  Thu Feb  9 12:33:29 2006
From: c.a.foster at larc.nasa.gov (Carlton Foster)
Date: Thu, 9 Feb 2006 12:33:29 -0500
Subject: [rt-users] RTx Statistics - Version and home
Message-ID: <p06230905c0112d079b40@[146.165.42.106]>

Can someone tell me what the current version is and where to get it? 
I see messages talking about 1.8 and 0.1.8 (which I am assuming are 
the same) but so far I have only found an install for 1.6.

Thanks,
Carl
-- 


From mfreeman at netcogov.com  Thu Feb  9 13:30:10 2006
From: mfreeman at netcogov.com (Freeman, Michael)
Date: Thu, 9 Feb 2006 12:30:10 -0600
Subject: [rt-users] Email notification to arbitrary addresses upon ticket
	creation in particular queues
Message-ID: <A9909DFFEBC8C5498745592D9899EFAC5B1669@MSPEXBE01.wamnet.inc>

Is there anybody out there willing to share their scrips with me that
might allow me to send an email to an arbitrary e-mail address upon
creation of a ticket in a particular queue? We'd like to have each group
get notified whenever there is a ticket created. I think you can setup
the AdminCC stuff but isn't that somewhat chatty?

Thanks in advance,
Michael J. Freeman


From kfh at mqsoftware.com  Thu Feb  9 13:48:12 2006
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Thu, 9 Feb 2006 12:48:12 -0600
Subject: [rt-users] RTx Statistics - Version and home
Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD019010F1@mailservermn.mqsoftware.com>

The wiki entry says where to get the files, 0.1.8 is the latest version.

However there's new place to get them, as well as being on open SVN
repo, I just haven't updated the wiki yet, use the link below and go
into whichever release directory you want and get the .tgz file.....


http://opensvn.csie.org/RTx_Statistics/releases/

-- 

Kelly F. Hickel
Senior Software Architect
MQSoftware, Inc
952.345.8677
kfh at mqsoftware.com


> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Carlton Foster
> Sent: Thursday, February 09, 2006 11:33 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] RTx Statistics - Version and home
> 
> Can someone tell me what the current version is and where to get it?
> I see messages talking about 1.8 and 0.1.8 (which I am assuming are
> the same) but so far I have only found an install for 1.6.
> 
> Thanks,
> Carl
> --
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at
> http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at
> http://bestpractical.com/services/training.html



From purp at acm.org  Thu Feb  9 13:57:14 2006
From: purp at acm.org (Jim Meyer)
Date: Thu, 09 Feb 2006 10:57:14 -0800
Subject: [rt-users] Email notification to arbitrary addresses upon
	ticket creation in particular queues
In-Reply-To: <A9909DFFEBC8C5498745592D9899EFAC5B1669@MSPEXBE01.wamnet.inc>
References: <A9909DFFEBC8C5498745592D9899EFAC5B1669@MSPEXBE01.wamnet.inc>
Message-ID: <1139511434.28382.381.camel@zodiac.pdi.com>

Hello!

On Thu, 2006-02-09 at 12:30 -0600, Freeman, Michael wrote:
> Is there anybody out there willing to share their scrips with me that
> might allow me to send an email to an arbitrary e-mail address upon
> creation of a ticket in a particular queue? We'd like to have each group
> get notified whenever there is a ticket created. I think you can setup
> the AdminCC stuff but isn't that somewhat chatty?

Not if the only notification you choose to send to AdminCCs is ticket
creation and resolution. =]

Configurability-is-wonderful'ly yrs,

--j
-- 
Jim Meyer, Geek at Large                                    purp at acm.org



From joby at u.washington.edu  Thu Feb  9 12:31:18 2006
From: joby at u.washington.edu (Joby Walker)
Date: Thu, 09 Feb 2006 09:31:18 -0800
Subject: [rt-users] NEEDED: OnResolveDependency condition
In-Reply-To: <1139505379.28382.342.camel@zodiac.pdi.com>
References: <1139505379.28382.342.camel@zodiac.pdi.com>
Message-ID: <43EB7C66.80902@u.washington.edu>

Not sure a OnResolveDependancy would work, but using OnResolve and then
a new action (or UserDefined) of InformDependants would be pretty easy.
 You'd just need to define exactly what you want to happen.

Joby Walker
C&C SSG, University of Washington


Jim Meyer wrote:
> Hello!
> 
> I was pondering how to take a few of our more complex internal
> processes, the sorts which have both serial and parallel tasks, and
> cause them to be submitted as a set of dependent tickets when it
> occurred to me that when we resolve a ticket which is depended upon by
> other tickets, the owners of the other tickets need to get a
> notification that the dependency has been resolved.
> 
> I didn't see anything in the wiki like this ... is there an easy way to
> do this, does someone already have such a thing they can share, or am I
> breaking new ground?
> 
> Thanks!
> 
> --j


From purp at acm.org  Thu Feb  9 14:15:28 2006
From: purp at acm.org (Jim Meyer)
Date: Thu, 09 Feb 2006 11:15:28 -0800
Subject: [rt-users] Email notification to arbitrary addresses
	uponticket creation in particular queues
In-Reply-To: <A9909DFFEBC8C5498745592D9899EFAC5B1670@MSPEXBE01.wamnet.inc>
References: <A9909DFFEBC8C5498745592D9899EFAC5B1670@MSPEXBE01.wamnet.inc>
Message-ID: <1139512528.28382.392.camel@zodiac.pdi.com>

Hello!

Copying the list back in so the answer's google-able someday and
reformatting for in-line reply which makes context so nice. =]

On Thu, 2006-02-09 at 13:04 -0600, Freeman, Michael wrote:
> Jim Meyer said:
> > On Thu, 2006-02-09 at 12:30 -0600, Freeman, Michael wrote:
> > > Is there anybody out there willing to share their scrips with me that 
> > > might allow me to send an email to an arbitrary e-mail address upon 
> > > creation of a ticket in a particular queue? We'd like to have each 
> > > group get notified whenever there is a ticket created. I think you can
> > > setup the AdminCC stuff but isn't that somewhat chatty?
> > 
> > Not if the only notification you choose to send to AdminCCs is ticket
> > creation and resolution. =]
> 
> This can be done through the web interface? 

Yup! If you look in the Configuration -> Global -> Scrips area, you'll
see the various actions which are sending notifications and to whom. If
you edit the ones you want to silence and change the "Stage" to
"Disabled" (rather than outright deleting them in case you change your
mind later =) they quiet right down.

Cheers!

--j
-- 
Jim Meyer, Geek at Large                                    purp at acm.org



From JonathanG at pyramidcorporation.com  Thu Feb  9 15:02:53 2006
From: JonathanG at pyramidcorporation.com (Jonathan Godbeer)
Date: Thu, 9 Feb 2006 13:02:53 -0700
Subject: [rt-users] Fickle owner changes
Message-ID: <4B068AAC3504884EA9ECCC14B636D574CFC900@gir.PyramidCorp.Pyramidcorporation.com>

I have that part complete. My template sends a form with information from the ticket. That works. It has been the process of establishing a condition to send it under that has been the hassle.

Initially I tried to send it on owner change, which works sometimes. The only time it doesnt work is when the original ticket requestor assigns the ticket to themself. This tends to be the case quite often, so in order to print out the form, we would have to have someone else assign the ticket we created to us...kind of awkward.

So I tried to change it once a specific field is filled in. In my own response I detailed the problem I am having with that. I was trying to check that a sepcific field was NOT null and it it wasnt, to send the form to the owner. No go.

Finally I made a whole seperate field to fill in with the word Send when you want the form to print. I thought I had the code right, as per what I had discovered from the mailing list archives, but it is not working at all. I do not receive an e-mail when I set that field.

So...thats where I am at.

-----Original Message-----
From: Schultz, Eric [mailto:ESchultz at corp.untd.com]
Sent: Thursday, February 09, 2006 10:25 AM
To: Jonathan Godbeer; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Fickle owner changes


Here are some wiki entries on custom fields that may help you to write
your scrip/template:

http://wiki.bestpractical.com/index.cgi?AddCustomFieldstoTemplates
http://wiki.bestpractical.com/index.cgi?AddCustomFieldsValuesToMail 

Basically, just search for "CustomField" (or some variation thereof) on
the BP wiki to see examples of what other people are trying to do.

________________________________

	From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jonathan
Godbeer
	Sent: Thursday, February 09, 2006 8:56 AM
	To: Jonathan Godbeer; rt-users at lists.bestpractical.com
	Subject: RE: [rt-users] Fickle owner changes
	
	
	Ok. Still looking for help on this one.
	 
	The problem is I need to have owner notification when a certain
condition occurs. I even went so far as to make a new custom field
called purch_send_form in my queue and make a custom condition stating
that when the word "Send" is entered in that field, it will send the
form (template to owner).
	 
	Here is that code:
	 
	if (($self->TransactionObj->Type eq "CustomField") &&
	($self->TransactionObj->NewValue eq "Send")) {
	return(1);
	} else {
	return(undef);
	} 
	 
	Again, nothing is happening when i take one of the tickets in my
test instance and set that field. Any suggestions? 
	 
	I'm not a heavy programmer, I am just trying to use this tool to
improve our work flow. Any assistance would be greatly appreciated.

		-----Original Message-----
		From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Jonathan
Godbeer
		Sent: Monday, February 06, 2006 10:13 AM
		To: rt-users at lists.bestpractical.com
		Subject: RE: [rt-users] Fickle owner changes
		
		
		I started looking into my issue and realized that part
of the problem is I am creating a scrip to run off of OnOwnerChange when
I should be making a custom condition.
		 
		This queue is used for purchasing. We get a request and
fill out what information we are given. We then do the footwork and fill
in the remaining fields after researching needs and costs. Once that is
done I wanted to have a specific template sent to the owner to be
printed out and handed off to the paper bureaucracy.
		 
		I had initially set it up so that once the information
was inputted, the person working the ticket would assign themself
ownership and receive the form to print in the e-mail. The system is not
recognizing the owner change in certain situations.
		 
		What I would like to do now then is to have the template
I have created be sent to the owner when a specific custom field is set
from a null value to a string value.
		 
		Here is what I have so far from reading through related
articles:
		 
		if (($self->TransactionObj->Type eq "CustomField") and
		 
		($self->TransactionObj->Field eq "purch_vendor") and
		 
		($self->TransactionObj->NewValue ne 0)) {
		 
		return(1);
		 
		} else {
		 
		return(undef);
		 
		} 
		 
		Now one thing that I realized from reading up is that
the Field eq "purch_vendor" will probably not work. I read that you need
to specify the field's ID. How do I call on that information?
		 
		Thanks
		 
		 

			-----Original Message-----
			From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Jonathan
Godbeer
			Sent: Saturday, February 04, 2006 1:37 PM
			To: rt-users at lists.bestpractical.com
			Subject: [rt-users] Fickle owner changes
			
			

			In one of my queues, I have set up a scrip to
send a template which is a form that needs printing. That part works
fine, now it only sends the form to the new owner on owner change.

			Here's the catch. If owner A creates a ticket
and sets it to nobody initially, then takes ownership once the necessary
information is sent out, the scrip does not run and the form is not sent
to them. However, if owner A sets it to nobody as before and completes
it then sets it to owner B, owner B does receive the e-mail.

			This tells me that the system does recognize the
change in ownership from nobody to somebdy as a change. 

			Basically, if someone Takes a ticket, it isn't
classifying this as an owner change. If they assign it from unowned, it
does. Why? Any thoughts on how to correct this behaviour?



From sturner at MIT.EDU  Thu Feb  9 15:15:29 2006
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 09 Feb 2006 15:15:29 -0500
Subject: [rt-users] Fickle owner changes
In-Reply-To: <4B068AAC3504884EA9ECCC14B636D574CFC900@gir.PyramidCorp.Pyr
	amidcorporation.com>
References: <4B068AAC3504884EA9ECCC14B636D574CFC900@gir.PyramidCorp.Pyramidcorporation.com>
Message-ID: <6.2.1.2.2.20060209150548.0363e8b0@po14.mit.edu>

At Thursday 2/9/2006 03:02 PM, Jonathan Godbeer wrote:
>I have that part complete. My template sends a form with information from 
>the ticket. That works. It has been the process of establishing a 
>condition to send it under that has been the hassle.
>
>Initially I tried to send it on owner change, which works sometimes. The 
>only time it doesnt work is when the original ticket requestor assigns the 
>ticket to themself. This tends to be the case quite often, so in order to 
>print out the form, we would have to have someone else assign the ticket 
>we created to us...kind of awkward.

Jonathan,

I think you were on the right track with your first attempt, using the On 
Owner Change condition. Bear in mind that if you have the config variable 
NotifyActor set to 0, you will not get notified of your own updates - this 
may be why  the mail isn't being sent to you when you take the ticket.

http://wiki.bestpractical.com/index.cgi?FAQ under Mailgate gives more info. 
It implies that Autoreply actions WILL send mail regardless of the 
NotifyActor setting, so perhaps if you could create an "Autoreply to Owner" 
action, it would do what you want.

Steve 



From joseph85750 at yahoo.com  Thu Feb  9 15:33:18 2006
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Thu, 9 Feb 2006 12:33:18 -0800 (PST)
Subject: [rt-users] RT2 statistics?
In-Reply-To: <4B068AAC3504884EA9ECCC14B636D574CFC900@gir.PyramidCorp.Pyramidcorporation.com>
Message-ID: <20060209203318.93202.qmail@web30312.mail.mud.yahoo.com>

Does there still exist a statistics package somewhere
for RT2?  I found info in the various FAQs pointing to
sites, but these are both dead:

http://users.ox.ac.uk/~simon/stats.tar.gz
http://www.tzi.de/~hollow/stats.tar.gz

Any current sites would be great.
Thanks!


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From JonathanG at pyramidcorporation.com  Thu Feb  9 15:57:11 2006
From: JonathanG at pyramidcorporation.com (Jonathan Godbeer)
Date: Thu, 9 Feb 2006 13:57:11 -0700
Subject: [rt-users] Fickle owner changes
Message-ID: <4B068AAC3504884EA9ECCC14B636D574CFC901@gir.PyramidCorp.Pyramidcorporation.com>

Well, after a bit more reading I managed to get into and edit the config file. NotifyActors was set to 0 and I changed it to 1. It still will not send after I take ownership.

Now since I changed the config file, will I need to restart RT for it to take effect? And if so, how do I go about that? Regrettably, I was not the one to set this system up and the one who did is gone =\

I'll keep poking through the FAQ/Manual for an answer.

Thanks for the help thus far.

-----Original Message-----
From: Stephen Turner [mailto:sturner at MIT.EDU]
Sent: Thursday, February 09, 2006 1:15 PM
To: Jonathan Godbeer; Schultz, Eric; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Fickle owner changes


At Thursday 2/9/2006 03:02 PM, Jonathan Godbeer wrote:
>I have that part complete. My template sends a form with information from 
>the ticket. That works. It has been the process of establishing a 
>condition to send it under that has been the hassle.
>
>Initially I tried to send it on owner change, which works sometimes. The 
>only time it doesnt work is when the original ticket requestor assigns the 
>ticket to themself. This tends to be the case quite often, so in order to 
>print out the form, we would have to have someone else assign the ticket 
>we created to us...kind of awkward.

Jonathan,

I think you were on the right track with your first attempt, using the On 
Owner Change condition. Bear in mind that if you have the config variable 
NotifyActor set to 0, you will not get notified of your own updates - this 
may be why  the mail isn't being sent to you when you take the ticket.

http://wiki.bestpractical.com/index.cgi?FAQ under Mailgate gives more info. 
It implies that Autoreply actions WILL send mail regardless of the 
NotifyActor setting, so perhaps if you could create an "Autoreply to Owner" 
action, it would do what you want.

Steve 



From barnesaw at ucrwcu.rwc.uc.edu  Thu Feb  9 15:59:41 2006
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 09 Feb 2006 15:59:41 -0500
Subject: [rt-users] Fickle owner changes
In-Reply-To: <4B068AAC3504884EA9ECCC14B636D574CFC901@gir.PyramidCorp.Pyramidcorporation.com>
References: <4B068AAC3504884EA9ECCC14B636D574CFC901@gir.PyramidCorp.Pyramidcorporation.com>
Message-ID: <43EBAD3D.6010708@ucrwcu.rwc.uc.edu>

Usually
# service httpd stop
# rm -rf rt_dir/var/mason_data/*
# service httpd start


Jonathan Godbeer wrote:
> Well, after a bit more reading I managed to get into and edit the config file. NotifyActors was set to 0 and I changed it to 1. It still will not send after I take ownership.
>
> Now since I changed the config file, will I need to restart RT for it to take effect? And if so, how do I go about that? Regrettably, I was not the one to set this system up and the one who did is gone =\
>
> I'll keep poking through the FAQ/Manual for an answer.
>
> Thanks for the help thus far.
>
> -----Original Message-----
> From: Stephen Turner [mailto:sturner at MIT.EDU]
> Sent: Thursday, February 09, 2006 1:15 PM
> To: Jonathan Godbeer; Schultz, Eric; rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] Fickle owner changes
>
>
> At Thursday 2/9/2006 03:02 PM, Jonathan Godbeer wrote:
>   
>> I have that part complete. My template sends a form with information from 
>> the ticket. That works. It has been the process of establishing a 
>> condition to send it under that has been the hassle.
>>
>> Initially I tried to send it on owner change, which works sometimes. The 
>> only time it doesnt work is when the original ticket requestor assigns the 
>> ticket to themself. This tends to be the case quite often, so in order to 
>> print out the form, we would have to have someone else assign the ticket 
>> we created to us...kind of awkward.
>>     
>
> Jonathan,
>
> I think you were on the right track with your first attempt, using the On 
> Owner Change condition. Bear in mind that if you have the config variable 
> NotifyActor set to 0, you will not get notified of your own updates - this 
> may be why  the mail isn't being sent to you when you take the ticket.
>
> http://wiki.bestpractical.com/index.cgi?FAQ under Mailgate gives more info. 
> It implies that Autoreply actions WILL send mail regardless of the 
> NotifyActor setting, so perhaps if you could create an "Autoreply to Owner" 
> action, it would do what you want.
>
> Steve 
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
>   

-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati



From sturner at MIT.EDU  Thu Feb  9 16:03:30 2006
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 09 Feb 2006 16:03:30 -0500
Subject: [rt-users] Fickle owner changes
In-Reply-To: <4B068AAC3504884EA9ECCC14B636D574CFC901@gir.PyramidCorp.Pyr
	amidcorporation.com>
References: <4B068AAC3504884EA9ECCC14B636D574CFC901@gir.PyramidCorp.Pyramidcorporation.com>
Message-ID: <6.2.1.2.2.20060209160056.0364f008@po14.mit.edu>

At Thursday 2/9/2006 03:57 PM, Jonathan Godbeer wrote:
>Well, after a bit more reading I managed to get into and edit the config 
>file. NotifyActors was set to 0 and I changed it to 1. It still will not 
>send after I take ownership.
>
>Now since I changed the config file, will I need to restart RT for it to 
>take effect? And if so, how do I go about that? Regrettably, I was not the 
>one to set this system up and the one who did is gone =\

Yes, you need to do separately stop and then start RT for config changes to 
take effect . It's typically done by stopping & starting the web server -

Steve 



From dshannon at techfluent.com  Thu Feb  9 17:13:43 2006
From: dshannon at techfluent.com (Duncan Shannon)
Date: Thu, 9 Feb 2006 16:13:43 -0600
Subject: [rt-users] Resolved Tickets being Reopened
Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB4516E546@TF-FS2.internal.techfluent.com>

>This may have been discussed before, but I hope to get the definitive
>answer.


This certainly is a FAQ.

Try searching the archives[1]... im hoping to be contributing to the
wiki more soon... if you find the answer (and let me know), ill throw it
in the wiki.



Duncan


[1] http://www.gossamer-threads.com/lists/rt/users/


From ruslan.zakirov at gmail.com  Thu Feb  9 18:01:43 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 10 Feb 2006 02:01:43 +0300
Subject: [rt-users] NEEDED: OnResolveDependency condition
In-Reply-To: <1139505379.28382.342.camel@zodiac.pdi.com>
References: <1139505379.28382.342.camel@zodiac.pdi.com>
Message-ID: <589c94400602091501k2e8ee81idd03ca7d558a6a2f@mail.gmail.com>

http://wiki.bestpractical.com/index.cgi?OpenDependantsOnResolve

On 2/9/06, Jim Meyer <purp at acm.org> wrote:
> Hello!
>
> I was pondering how to take a few of our more complex internal
> processes, the sorts which have both serial and parallel tasks, and
> cause them to be submitted as a set of dependent tickets when it
> occurred to me that when we resolve a ticket which is depended upon by
> other tickets, the owners of the other tickets need to get a
> notification that the dependency has been resolved.
>
> I didn't see anything in the wiki like this ... is there an easy way to
> do this, does someone already have such a thing they can share, or am I
> breaking new ground?
>
> Thanks!
>
> --j
> --
> Jim Meyer, Geek at Large                                    purp at acm.org
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
>


--
Best regards, Ruslan.

From markh at infoarch.com  Thu Feb  9 18:24:46 2006
From: markh at infoarch.com (Mark Holm)
Date: Thu, 9 Feb 2006 15:24:46 -0800
Subject: [rt-users] Newbie question - Clone users and groups
Message-ID: <4534BE485054BA4B95D3F3479C7B1BEE0EDB81@infoarch-sbs.InfoArchInc.local>

I've searched the archives, but I haven't found the answer to this. Is
it possible to clone an existing user and/or group? We are looking to
use RT as a ticket processing system for our consulting group and I am
in the process of setting up each of our clients as a separate groups
and then adding in the allowed contacts in each group. It would save a
lot of time if I could clone an existing group (without users, but with
the rights structure), and then add one user to that group and clone it
and it's rights, changing just the name/account/password information.

Has anybody else done something similar?

	markh

==================================================== 
Mark A. Holm President 
InfoArch, Inc. 					Cell:    (503) 750-9741
7456 SW Baseline, PMB#123. 			Office: (503) 943-3202 
Hillsboro, OR 97123 				Fax:    (503) 591-8584 
http://www.infoarch.com  <http://www.infoarch.com />
<mailto:markh at infoarch.com>


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From dev.crash at gmail.com  Thu Feb  9 18:18:15 2006
From: dev.crash at gmail.com (David)
Date: Fri, 10 Feb 2006 10:18:15 +1100
Subject: [rt-users] DelRequestor usage
Message-ID: <f9ce84ff0602091518k5066f1b6yc5b4a2afdde5de03@mail.gmail.com>

Hi List,

Can someone please shed some light on how to use DelRequestor and
AddRequestor in a custom scrip.  I currently have a urgent situation
where I need to remove the requestor and replace it with a "real" user
as the requester is a non valid address.

Thanks Again.

David.


From purp at acm.org  Thu Feb  9 18:46:19 2006
From: purp at acm.org (Jim Meyer)
Date: Thu, 09 Feb 2006 15:46:19 -0800
Subject: [rt-users] NEEDED: OnResolveDependency condition
In-Reply-To: <589c94400602091501k2e8ee81idd03ca7d558a6a2f@mail.gmail.com>
References: <1139505379.28382.342.camel@zodiac.pdi.com>
	<589c94400602091501k2e8ee81idd03ca7d558a6a2f@mail.gmail.com>
Message-ID: <1139528779.28382.400.camel@zodiac.pdi.com>

On Fri, 2006-02-10 at 02:01 +0300, Ruslan Zakirov wrote:
> http://wiki.bestpractical.com/index.cgi?OpenDependantsOnResolve

Perfect! Thanks!

--j, who needs remedial wiki searching classes.
-- 
Jim Meyer, Geek at Large                                    purp at acm.org



From todd at chaka.net  Fri Feb 10 11:20:18 2006
From: todd at chaka.net (Todd Chapman)
Date: Fri, 10 Feb 2006 11:20:18 -0500
Subject: [rt-users] Problem getting new RT install to work with mod_perl2.
Message-ID: <20060210162018.GF26666@chaka.net>

I'm doing an RT install for a new customer. I've installed
RT many times before, but this is my first mod_perl2 install.

This is what I'm getting in the Apache errorlog:

[Fri Feb 10 01:01:24 2006] [notice] Apache/2.0.55 (Unix) mod_apreq2-20050712/2.1.3-dev mod_perl/2.0.2 Perl/v5.8.6 configured -- resuming normal operations
[Fri Feb 10 01:01:32 2006] [error] [client 10.136.147.56] Can't locate object method "content_type" via package "Apache2::RequestRec" at /opt/rt3/bin/webmux.pl line 108.\n


Here is the relevant section from httpd.conf:

<VirtualHost *:80>
    ServerName vrt.us.myroot
    DocumentRoot /opt/rt3/share/html
    AddDefaultCharset UTF-8

    PerlModule Apache::DBI
    PerlRequire /opt/rt3/bin/webmux.pl

    <Location />
     SetHandler perl-script
     PerlHandler RT::Mason
    </Location>
</VirtualHost>


Any ideas? Thanks!

-Todd


From dshannon at techfluent.com  Fri Feb 10 11:26:53 2006
From: dshannon at techfluent.com (Duncan Shannon)
Date: Fri, 10 Feb 2006 10:26:53 -0600
Subject: [rt-users] Problem getting new RT install to work with mod_perl2.
Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB4516E562@TF-FS2.internal.techfluent.com>

> 
> I'm doing an RT install for a new customer. I've installed
> RT many times before, but this is my first mod_perl2 install.

Is it safe to assume make test deps went ok?


From todd at chaka.net  Fri Feb 10 11:30:01 2006
From: todd at chaka.net (Todd Chapman)
Date: Fri, 10 Feb 2006 11:30:01 -0500
Subject: [rt-users] Problem getting new RT install to work with mod_perl2.
In-Reply-To: <2B7B7880538AA440B5FBCE7A56E8CB4516E562@TF-FS2.internal.techfluent.com>
References: <2B7B7880538AA440B5FBCE7A56E8CB4516E562@TF-FS2.internal.techfluent.com>
Message-ID: <20060210163001.GG26666@chaka.net>

On Fri, Feb 10, 2006 at 10:26:53AM -0600, Duncan Shannon wrote:
> > 
> > I'm doing an RT install for a new customer. I've installed
> > RT many times before, but this is my first mod_perl2 install.
> 
> Is it safe to assume make test deps went ok?

Yes. :)


From dshannon at techfluent.com  Fri Feb 10 12:50:31 2006
From: dshannon at techfluent.com (Duncan Shannon)
Date: Fri, 10 Feb 2006 11:50:31 -0600
Subject: [rt-users] Daily Stats - different versions (per user / per tech) ?
Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB4516E572@TF-FS2.internal.techfluent.com>

Hi All-

This daily stats script is great script.  

http://wiki.bestpractical.com/index.cgi?DailyStat

I have it setup, and it worked beautifully with RT 3.4.4.

Has anyone modified this at all to make different but similar reports?

Eg - a report of # of new and # of open (and then totals) tickets per
owner?

I wish my sql was better, but I tried to hack thru the query that was
there a bit, and I was afraid I'd break something.

Anyone do this already or have some suggestions?

Thanks
duncan




From mfinn at nbutexas.com  Fri Feb 10 13:28:13 2006
From: mfinn at nbutexas.com (Michael Finn)
Date: Fri, 10 Feb 2006 12:28:13 -0600
Subject: [rt-users] Daily Stats - different versions (per user / per tech)
	?
Message-ID: <E78D127B0AD8EC449ED416A5F8EE24C23A78@nbutexas.com>

Here's a modification of the SQL query to give a current count of new
and open tickets for each Owner:

SELECT CONCAT(t.count,',',t.Status,',',u.realname)
FROM (SELECT Owner, Status, COUNT(Owner) AS count
      FROM Tickets
      WHERE Status = 'new' OR Status = 'open'
      GROUP BY Owner, Status) AS t
     LEFT JOIN Users u ON t.owner = u.id
ORDER BY u.realname, t.Status;

Works on RT 3.4.4, FCore4, mysql 4.1.11

Mike

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Duncan
Shannon
Sent: Friday, February 10, 2006 11:51 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Daily Stats - different versions (per user / per
tech) ?

Hi All-

This daily stats script is great script.  

http://wiki.bestpractical.com/index.cgi?DailyStat

I have it setup, and it worked beautifully with RT 3.4.4.

Has anyone modified this at all to make different but similar reports?

Eg - a report of # of new and # of open (and then totals) tickets per
owner?

I wish my sql was better, but I tried to hack thru the query that was
there a bit, and I was afraid I'd break something.

Anyone do this already or have some suggestions?

Thanks
duncan


_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O'Reilly Media at
http://rtbook.bestpractical.com

WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at
http://bestpractical.com/services/training.html


From dshannon at techfluent.com  Fri Feb 10 13:37:35 2006
From: dshannon at techfluent.com (Duncan Shannon)
Date: Fri, 10 Feb 2006 12:37:35 -0600
Subject: [rt-users] Daily Stats - different versions (per user / per tech)
	?
Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB4516E57F@TF-FS2.internal.techfluent.com>

> 
> Here's a modification of the SQL query to give a current count of new
> and open tickets for each Owner:
> 
> SELECT CONCAT(t.count,',',t.Status,',',u.realname)
> FROM (SELECT Owner, Status, COUNT(Owner) AS count
>       FROM Tickets
>       WHERE Status = 'new' OR Status = 'open'
>       GROUP BY Owner, Status) AS t
>      LEFT JOIN Users u ON t.owner = u.id
> ORDER BY u.realname, t.Status;
> 

Wicked!

I added it (and credited 'mike') to the wiki page.

Thanks Mike!

Duncan


From chad.osmond at holburn.com  Fri Feb 10 13:43:28 2006
From: chad.osmond at holburn.com (Chad Osmond)
Date: Fri, 10 Feb 2006 13:43:28 -0500
Subject: [rt-users] Bug in 3.5.7? I've lost my RT at a Glance Tickets
Message-ID: <BF7E41CB8B19234CA7F24C2D798EE594D0F7BA@holburn97.holburn1000>

Hi,

I tried to add a new column to my "20 highest priority tickets I own"
area and now I don't get any tickets.

I am on 3.5.7 and it is working ok for other users.

If I click on the "20 highest..." it says "Found 8 tickets" but also
doesn't display any in the results area.
If I click on one of the "sort" fields like Subject, then it will
display the tickets.

Any one have an idea how to reset this back to default and maybe track
the bug down?

Thanks,

Chad


From andy at wildbrain.com  Fri Feb 10 14:23:49 2006
From: andy at wildbrain.com (Andy Moran)
Date: Fri, 10 Feb 2006 11:23:49 -0800
Subject: [rt-users] Your ticket was stolen   in  RT 3.4.5
Message-ID: <43ECE845.4070201@wildbrain.com>


I'm trying to figure out why the "Your Ticket was Stolen" custom scrip
isn't working for me.   I'm using the example from the RT Essentials
book  using RT 3.4.5.

The scrip uses Condition: User Defined, Action: Notify Other Recipients,
Template: Custom Stolen Ticket

Here is the custom condition:

my $trans = $self->TransactionObj;
return 0 unless $trans->Field eq 'Owner';
return 1 if $trans->OldValue != RT::Nobody()->id();
return 0;


Here is the template:

To: { my $old_owner = RT::User->new( $self->CurrentUser );
      $old_owner->Load( $Transaction->OldValue );
      $old_owner->EmailAddress() }
Subject:  Ticket #{ $Ticket->Id() } taken by { $Ticket->OwnerObj->Name() }

A ticket you owned:

   { $Ticket->Subject() }

has been taken by {$Ticket->OwnerObj->Name()}.

{ $RT::WebURL }Ticket/Display.html?id={ $Ticket->Id }



Has the API changed since hte book was published?  Do I have a typo
somewhere I cannot see?   There doesn't seem to be any complaints, just
no email gets sent out.  Any help would be appreciated!

--Andy




From todd at chaka.net  Fri Feb 10 14:38:39 2006
From: todd at chaka.net (Todd Chapman)
Date: Fri, 10 Feb 2006 14:38:39 -0500
Subject: [rt-users] Problem getting new RT install to work with mod_perl2.
In-Reply-To: <20060210162018.GF26666@chaka.net>
References: <20060210162018.GF26666@chaka.net>
Message-ID: <20060210193839.GH26666@chaka.net>

On Fri, Feb 10, 2006 at 11:20:18AM -0500, Todd Chapman wrote:
> I'm doing an RT install for a new customer. I've installed
> RT many times before, but this is my first mod_perl2 install.
> 
> This is what I'm getting in the Apache errorlog:
> 
> [Fri Feb 10 01:01:24 2006] [notice] Apache/2.0.55 (Unix) mod_apreq2-20050712/2.1.3-dev mod_perl/2.0.2 Perl/v5.8.6 configured -- resuming normal operations
> [Fri Feb 10 01:01:32 2006] [error] [client 10.136.147.56] Can't locate object method "content_type" via package "Apache2::RequestRec" at /opt/rt3/bin/webmux.pl line 108.\n
> 

Fixed. CGI.pm version 3.08 is needed for mod_perl2 compatibility.

-Todd


From MarkRoedel at letu.edu  Fri Feb 10 17:46:25 2006
From: MarkRoedel at letu.edu (Roedel, Mark)
Date: Fri, 10 Feb 2006 16:46:25 -0600
Subject: [rt-users] Bug in 3.5.7? I've lost my RT at a Glance Tickets
Message-ID: <FF6E50DCA69478499B1C992A435EF5F0011ACD11@rachael-reborn.letnet.net>


No helpful advice towards a bugfix (not yet, anyway -- I've
unfortunately had other fish to fry here), but I can at least confirm
that we've experienced the same thing.

I fixed it (in a band-aid sort of way) by finding and removing the row
in the RT 'Attributes' table that corresponded to the saved preference
(Creator set to the numeric ID of the user, and name set to -- I think
-- something like 'Pref-SearchDisplay').

--
Mark Roedel
Web Programmer / Analyst
LeTourneau University

 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Chad
Osmond
Sent: Friday, February 10, 2006 12:43 PM
To: RT Users
Subject: [rt-users] Bug in 3.5.7? I've lost my RT at a Glance Tickets

Hi,

I tried to add a new column to my "20 highest priority tickets I own"
area and now I don't get any tickets.

I am on 3.5.7 and it is working ok for other users.

If I click on the "20 highest..." it says "Found 8 tickets" but also
doesn't display any in the results area.
If I click on one of the "sort" fields like Subject, then it will
display the tickets.

Any one have an idea how to reset this back to default and maybe track
the bug down?


From k_b0000 at yahoo.se  Sat Feb 11 03:15:35 2006
From: k_b0000 at yahoo.se (k b)
Date: Sat, 11 Feb 2006 00:15:35 -0800 (PST)
Subject: [rt-users] RT is redirecting to http://localhost:80/
Message-ID: <20060211081535.52954.qmail@web26902.mail.ukl.yahoo.com>

Hello.
I am trying out RT and run into a problem with
redirection.

i have set up RT 3.5.5 to run at
http://our.domain.some:83/

apache 2.0.54 is used on a FC4 system.

the configuration for apache looks like this

NameVirtualHost our.domain.some:83
<VirtualHost our.domain.some:83>
    ServerName our.domain.some:83

    DocumentRoot /opt/rt3/share/html

    PerlModule Apache::DBI
    PerlRequire /opt/rt3/bin/webmux.pl

    <Location />
	AllowOverride All
	Options ExecCGI FollowSymLinks
	RewriteEngine on
	RedirectMatch Permanent (.*)/$ $1/index.html
	AddDefaultCharset UTF-8
	SetHandler perl-script
	PerlHandler RT::Mason
    </Location>
</VirtualHost>



in most cases RT and apache will correctly rewrite the
urls and display pages at the location
http://our.domain.some:83/Path/Page.html

but when we do some specific task, such as:
Take a newly arrived ticket, instead of getting back
to our domain, we get redirected to
http://localhost:80//Ticket/Display.html?id=5

or when opening a taken ticket, the link that opens
the ticket looks like:
http://our.domain.some:83/Ticket/Display.html?Status=open&id=2

after the ticket is opened we get redirected to:
http://localhost:80//Ticket/Display.html?id=2


what can we do about the faulty redirections?

i looked in the settings but could not find anything
redirecting to localhost.


many thanks in advance
karl

__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From todd at chaka.net  Sat Feb 11 15:48:54 2006
From: todd at chaka.net (Todd Chapman)
Date: Sat, 11 Feb 2006 15:48:54 -0500
Subject: [rt-users] RT is redirecting to http://localhost:80/
In-Reply-To: <20060211081535.52954.qmail@web26902.mail.ukl.yahoo.com>
References: <20060211081535.52954.qmail@web26902.mail.ukl.yahoo.com>
Message-ID: <20060211204854.GJ26666@chaka.net>

You need to set WebBaseURL in RT_SiteConfig.pm (see RT_Config.pm)

-Todd


From k_b0000 at yahoo.se  Sat Feb 11 16:41:45 2006
From: k_b0000 at yahoo.se (k b)
Date: Sat, 11 Feb 2006 13:41:45 -0800 (PST)
Subject: [rt-users] RT is redirecting to http://localhost:80/
In-Reply-To: <20060211204854.GJ26666@chaka.net>
Message-ID: <20060211214145.76264.qmail@web26908.mail.ukl.yahoo.com>

thanks, that helped out.


--- Todd Chapman <todd at chaka.net> wrote:

> You need to set WebBaseURL in RT_SiteConfig.pm (see
> RT_Config.pm)
> 
> -Todd
> 


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From lengyel at gmail.com  Sat Feb 11 18:48:43 2006
From: lengyel at gmail.com (Florian Lengyel)
Date: Sat, 11 Feb 2006 18:48:43 -0500
Subject: [rt-users] RT is redirecting to http://localhost:80/
In-Reply-To: <20060211081535.52954.qmail@web26902.mail.ukl.yahoo.com>
References: <20060211081535.52954.qmail@web26902.mail.ukl.yahoo.com>
Message-ID: <d170611f0602111548q936bcdayf80adccaec57bb66@mail.gmail.com>

I have a similar trouble, only I'm using mod_proxy to
translate the URL track.my.domain.edu to
rt.my.domain.edu:8887

Sometimes the links appear as track.my.domain.edu
and sometimes they appear as rt.my.domain.edu, with a missing
port number.

And the emails always refer to rt.my.domain.edu instead of
the proxy.

FL

On 2/11/06, k b <k_b0000 at yahoo.se> wrote:
>
> Hello.
> I am trying out RT and run into a problem with
> redirection.
>
> i have set up RT 3.5.5 to run at
> http://our.domain.some:83/
>
> apache 2.0.54 is used on a FC4 system.
>
> the configuration for apache looks like this
>
> NameVirtualHost our.domain.some:83
> <VirtualHost our.domain.some:83>
>     ServerName our.domain.some:83
>
>     DocumentRoot /opt/rt3/share/html
>
>     PerlModule Apache::DBI
>     PerlRequire /opt/rt3/bin/webmux.pl
>
>     <Location />
>         AllowOverride All
>         Options ExecCGI FollowSymLinks
>         RewriteEngine on
>         RedirectMatch Permanent (.*)/$ $1/index.html
>         AddDefaultCharset UTF-8
>         SetHandler perl-script
>         PerlHandler RT::Mason
>     </Location>
> </VirtualHost>
>
>
>
> in most cases RT and apache will correctly rewrite the
> urls and display pages at the location
> http://our.domain.some:83/Path/Page.html
>
> but when we do some specific task, such as:
> Take a newly arrived ticket, instead of getting back
> to our domain, we get redirected to
> http://localhost:80//Ticket/Display.html?id=5
>
> or when opening a taken ticket, the link that opens
> the ticket looks like:
> http://our.domain.some:83/Ticket/Display.html?Status=open&id=2
>
> after the ticket is opened we get redirected to:
> http://localhost:80//Ticket/Display.html?id=2
>
>
> what can we do about the faulty redirections?
>
> i looked in the settings but could not find anything
> redirecting to localhost.
>
>
> many thanks in advance
> karl
>
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam protection around
> http://mail.yahoo.com
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> 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
>
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From k_b0000 at yahoo.se  Sun Feb 12 02:09:33 2006
From: k_b0000 at yahoo.se (k b)
Date: Sat, 11 Feb 2006 23:09:33 -0800 (PST)
Subject: [rt-users] 3 question about RT
Message-ID: <20060212070933.26367.qmail@web26907.mail.ukl.yahoo.com>

hello.
i am trying out RT and now have three questions.

1.
is there a web interface to add new tickets that can
be used without having to log in?
or do we have to create a form that sends an e-mail to
RT?

2.
The RT at a glance page can be globally edited
following the instructions found here:
http://wiki.bestpractical.com/index.cgi?ChangeDefaultRTAtAGlance
those worked.

in the same manner i tried to change the content
(showed columns)  of "10 highest priority tickets I
own", when i did that the content changed but no
tickets showed up for the users even though there were
tickets.

is it possible to change the default content of "10
highest priority tickets I own" or "10 newest unowned
tickets", and if so, how?

3.
if the server that runs RT does not have an outgoing
email service, how do i set up RT to use an
SMTP-server (or something else) on another server?
please point me to the correct documentation.


from testing RT this far, RT seems to suite our needs
better then many other request tracking systems. too
bad it quite a bit harder to set up.

karl

__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From chaim.rieger at gmail.com  Sun Feb 12 03:01:11 2006
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Sun, 12 Feb 2006 00:01:11 -0800
Subject: [rt-users] 3 question about RT
In-Reply-To: <20060212070933.26367.qmail@web26907.mail.ukl.yahoo.com>
References: <20060212070933.26367.qmail@web26907.mail.ukl.yahoo.com>
Message-ID: <3F0E2D01-DB8B-47F7-8D58-96C8134F9C6A@gmail.com>

one at a time in line


On Feb 11, 2006, at 11:09 PM, k b wrote:

> hello.
> i am trying out RT and now have three questions.
>
> 1.
> is there a web interface to add new tickets that can
> be used without having to log in?
> or do we have to create a form that sends an e-mail to
> RT?
>

i wrote a desktop app and a php web page that does this,

tis not hard at all.  (cant share cause its corp property)


> 2.
> The RT at a glance page can be globally edited
> following the instructions found here:
> http://wiki.bestpractical.com/index.cgi?ChangeDefaultRTAtAGlance
> those worked.
>
> in the same manner i tried to change the content
> (showed columns)  of "10 highest priority tickets I
> own", when i did that the content changed but no
> tickets showed up for the users even though there were
> tickets.
>
> is it possible to change the default content of "10
> highest priority tickets I own" or "10 newest unowned
> tickets", and if so, how?
>

what are you trying to show , what did you change


> 3.
> if the server that runs RT does not have an outgoing
> email service, how do i set up RT to use an
> SMTP-server (or something else) on another server?
> please point me to the correct documentation.
>
>
> from testing RT this far, RT seems to suite our needs
> better then many other request tracking systems. too
> bad it quite a bit harder to set up.
>


the same way you relay your crons mail, setup sendmail/postfix or  
whatever to relay through your relay server.


rt dont know much about mail, it send it to the mailq, and the mailq,  
will relay it for ya. rt does not run a smtp daemon.



Chaim Rieger



From chaim.rieger at gmail.com  Sun Feb 12 03:01:43 2006
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Sun, 12 Feb 2006 00:01:43 -0800
Subject: [rt-users] RT is redirecting to http://localhost:80/
In-Reply-To: <d170611f0602111548q936bcdayf80adccaec57bb66@mail.gmail.com>
References: <20060211081535.52954.qmail@web26902.mail.ukl.yahoo.com>
	<d170611f0602111548q936bcdayf80adccaec57bb66@mail.gmail.com>
Message-ID: <F92F720F-F0DA-4527-A515-C874D9AA9817@gmail.com>

can  you post your site config file.



On Feb 11, 2006, at 3:48 PM, Florian Lengyel wrote:

> I have a similar trouble, only I'm using mod_proxy to
> translate the URL track.my.domain.edu to
> rt.my.domain.edu:8887
>
> Sometimes the links appear as track.my.domain.edu
> and sometimes they appear as rt.my.domain.edu, with a missing
> port number.
>
> And the emails always refer to rt.my.domain.edu instead of
> the proxy.
>
> FL
>
> On 2/11/06, k b <k_b0000 at yahoo.se> wrote:
> Hello.
> I am trying out RT and run into a problem with
> redirection.
>
> i have set up RT 3.5.5 to run at
> http://our.domain.some:83/
>
> apache 2.0.54 is used on a FC4 system.
>
> the configuration for apache looks like this
>
> NameVirtualHost our.domain.some:83
> <VirtualHost our.domain.some:83>
>     ServerName our.domain.some:83
>
>     DocumentRoot /opt/rt3/share/html
>
>     PerlModule Apache::DBI
>     PerlRequire /opt/rt3/bin/webmux.pl
>
>     <Location />
>         AllowOverride All
>         Options ExecCGI FollowSymLinks
>         RewriteEngine on
>         RedirectMatch Permanent (.*)/$ $1/index.html
>         AddDefaultCharset UTF-8
>         SetHandler perl-script
>         PerlHandler RT::Mason
>     </Location>
> </VirtualHost>
>
>
>
> in most cases RT and apache will correctly rewrite the
> urls and display pages at the location
> http://our.domain.some:83/Path/Page.html
>
> but when we do some specific task, such as:
> Take a newly arrived ticket, instead of getting back
> to our domain, we get redirected to
> http://localhost:80//Ticket/Display.html?id=5
>
> or when opening a taken ticket, the link that opens
> the ticket looks like:
> http://our.domain.some:83/Ticket/Display.html?Status=open&id=2
>
> after the ticket is opened we get redirected to:
> http://localhost:80//Ticket/Display.html?id=2
>
>
> what can we do about the faulty redirections?
>
> i looked in the settings but could not find anything
> redirecting to localhost.
>
>
> many thanks in advance
> karl
>
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam protection around
> http://mail.yahoo.com
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media  
> at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/ 
> training.html
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media  
> at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/ 
> training.html

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From k_b0000 at yahoo.se  Sun Feb 12 04:14:32 2006
From: k_b0000 at yahoo.se (k b)
Date: Sun, 12 Feb 2006 01:14:32 -0800 (PST)
Subject: [rt-users] 3 question about RT
In-Reply-To: <3F0E2D01-DB8B-47F7-8D58-96C8134F9C6A@gmail.com>
Message-ID: <20060212091432.1951.qmail@web26906.mail.ukl.yahoo.com>


> > 2.
> > The RT at a glance page can be globally edited
> > following the instructions found here:
> >
>
http://wiki.bestpractical.com/index.cgi?ChangeDefaultRTAtAGlance
> > those worked.
> >
> > in the same manner i tried to change the content
> > (showed columns)  of "10 highest priority tickets
> I
> > own", when i did that the content changed but no
> > tickets showed up for the users even though there
> were
> > tickets.
> >
> > is it possible to change the default content of
> "10
> > highest priority tickets I own" or "10 newest
> unowned
> > tickets", and if so, how?
> >
> 
> what are you trying to show , what did you change
> 
> 


on the RT at a glance page, i would like the "N 
highest priority tickets I own"
to display:
#
Requestors
Subject
Priority
Queue
Status
Priority
Created (relative)
Started (relative)
Due (relative)


i did change this for the root user, and then executed
the following SQL:

update attributes
set content=
 (SELECT content FROM attributes where id='7' and
  objectid='12' and name='Pref-RT::Attribute-1' )
WHERE id='1'
and description='[_1] highest priority tickets I own';

the query actually only needs the id-columns in the
where clauses, the extra where criteria are there only
for human redability.

in other words, i copy the content from the root user
to the content of the system settings.


after  i have done this, all users will see the
correct layout of "N  highest priority tickets I own"
but no one will see any tickets they own.


the question was, how can i change the default layout
of "N  highest priority tickets I own"?

karl

__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From k_b0000 at yahoo.se  Sun Feb 12 05:22:58 2006
From: k_b0000 at yahoo.se (k b)
Date: Sun, 12 Feb 2006 02:22:58 -0800 (PST)
Subject: [rt-users] swedish language for RT
Message-ID: <20060212102258.49469.qmail@web26911.mail.ukl.yahoo.com>

hi.

i found out that RT supports a number of languages,
but not swedish. i am willing to give the translation
a try. which files or database tables do need to
modify to add swedish language support?

if i do make translation to swedish i will contribute
it to RT.

yet again, thanks in advance.
karl


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From Ahalya_Nathan at mudnebr.com  Sun Feb 12 08:44:11 2006
From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya)
Date: Sun, 12 Feb 2006 07:44:11 -0600
Subject: [rt-users] Why does RT crash with RT::Attribute::Name?
Message-ID: <D822A1AD37DDBB4CA20C434BA9BA10EF01A5DB1A@MALCWH02.mud.com>

Hi all,

RT crashes with an Unimplemented RT::Attribute::Name method: 

 

 457: else { 

 458: my ($package, $filename, $line); 

 459: ($package, $filename, $line) = caller; 

 460: 

 461: die "$AUTOLOAD Unimplemented in $package. ($filename line $line)
\n"; 

 462: } 

 463: 

 464: } 

 465: 

 ... 

 code stack: 

 /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm:461 

 /opt/rt-3.2.2-iris.ch/lib/RT/Attributes_Overlay.pm:99 

 /opt/rt-3.2.2-iris.ch/lib/RT/Attributes_Overlay.pm:91 

 /opt/rt-3.2.2-iris.ch/lib/RT/Attributes_Overlay.pm:106 

 /opt/rt-3.2.2-iris.ch/lib/RT/Attributes_Overlay.pm:137 

 
/opt/rt-3.2.2-iris.ch/share/html/Search/Elements/SelectSearchesForObject
s:58 

 /opt/rt-3.2.2-iris.ch/share/html/Search/Elements/EditSearches:70 

 /opt/rt-3.2.2-iris.ch/share/html/Search/Build.html:88 

 /opt/rt-3.2.2-iris.ch/share/html/autohandler:221

 

I was trying to do a simple query of finding a ticket equal to 6636 and
RT crashed with this error. I went to the homepage and then all started
working fine. Can anyone tell me why I am getting this?

 

Thanks

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

(402) 504-5180 fax

 

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From todd at chaka.net  Sun Feb 12 11:42:12 2006
From: todd at chaka.net (Todd Chapman)
Date: Sun, 12 Feb 2006 11:42:12 -0500
Subject: [rt-users] 3 question about RT
In-Reply-To: <20060212070933.26367.qmail@web26907.mail.ukl.yahoo.com>
References: <20060212070933.26367.qmail@web26907.mail.ukl.yahoo.com>
Message-ID: <20060212164212.GK26666@chaka.net>

On Sat, Feb 11, 2006 at 11:09:33PM -0800, k b wrote:
> hello.
> i am trying out RT and now have three questions.
> 
> 1.
> is there a web interface to add new tickets that can
> be used without having to log in?
> or do we have to create a form that sends an e-mail to
> RT?
> 

You could just have a link to a guest account...


From todd at chaka.net  Sun Feb 12 11:45:01 2006
From: todd at chaka.net (Todd Chapman)
Date: Sun, 12 Feb 2006 11:45:01 -0500
Subject: [rt-users] swedish language for RT
In-Reply-To: <20060212102258.49469.qmail@web26911.mail.ukl.yahoo.com>
References: <20060212102258.49469.qmail@web26911.mail.ukl.yahoo.com>
Message-ID: <20060212164501.GL26666@chaka.net>

On Sun, Feb 12, 2006 at 02:22:58AM -0800, k b wrote:
> hi.
> 
> i found out that RT supports a number of languages,
> but not swedish. i am willing to give the translation
> a try. which files or database tables do need to
> modify to add swedish language support?
> 
> if i do make translation to swedish i will contribute
> it to RT.
> 
> yet again, thanks in advance.
> karl
> 

You don't need to touch the database. You need to make
a translation (po) file. See /opt/rt3/lib/RT/I18N/

-Todd


From jesse at bestpractical.com  Sun Feb 12 13:16:42 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 12 Feb 2006 13:16:42 -0500
Subject: [rt-users] Why does RT crash with RT::Attribute::Name?
In-Reply-To: <D822A1AD37DDBB4CA20C434BA9BA10EF01A5DB1A@MALCWH02.mud.com>
References: <D822A1AD37DDBB4CA20C434BA9BA10EF01A5DB1A@MALCWH02.mud.com>
Message-ID: <20060212181641.GP4170@bestpractical.com>

What version of DBIx::SearchBuilder are you running?


On Sun, Feb 12, 2006 at 07:44:11AM -0600, Nathan, Ahalya wrote:
> Hi all,
> 
> RT crashes with an Unimplemented RT::Attribute::Name method: 
> 
>  
> 
>  457: else { 
> 
>  458: my ($package, $filename, $line); 
> 
>  459: ($package, $filename, $line) = caller; 
> 
>  460: 
> 
>  461: die "$AUTOLOAD Unimplemented in $package. ($filename line $line)
> \n"; 
> 
>  462: } 
> 
>  463: 
> 
>  464: } 
> 
>  465: 
> 
>  ... 
> 
>  code stack: 
> 
>  /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm:461 
> 
>  /opt/rt-3.2.2-iris.ch/lib/RT/Attributes_Overlay.pm:99 
> 
>  /opt/rt-3.2.2-iris.ch/lib/RT/Attributes_Overlay.pm:91 
> 
>  /opt/rt-3.2.2-iris.ch/lib/RT/Attributes_Overlay.pm:106 
> 
>  /opt/rt-3.2.2-iris.ch/lib/RT/Attributes_Overlay.pm:137 
> 
>  
> /opt/rt-3.2.2-iris.ch/share/html/Search/Elements/SelectSearchesForObject
> s:58 
> 
>  /opt/rt-3.2.2-iris.ch/share/html/Search/Elements/EditSearches:70 
> 
>  /opt/rt-3.2.2-iris.ch/share/html/Search/Build.html:88 
> 
>  /opt/rt-3.2.2-iris.ch/share/html/autohandler:221
> 
>  
> 
> I was trying to do a simple query of finding a ticket equal to 6636 and
> RT crashed with this error. I went to the homepage and then all started
> working fine. Can anyone tell me why I am getting this?
> 
>  
> 
> Thanks
> 
> Ahalya Nathan
> Senior Programmer / Analyst
> Information Technology, Metropolitan Utilities District 
> (402) 504-7180 phone
> 
> (402) 504-5180 fax
> 
>  
> 

> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html

-- 


From corey_s at qwest.net  Sun Feb 12 16:24:11 2006
From: corey_s at qwest.net (Corey)
Date: Sun, 12 Feb 2006 14:24:11 -0700
Subject: [rt-users] rt-3.5.7  new install issues
Message-ID: <200602121424.11889.corey_s@qwest.net>


Hello!

I wanted to check out the latest dev release of rt, to see how far along it 
is, and generality evaluate its usability. ( I heard that it's easier to 
extend/customize due to more extensive use of css and whatnot ) 

Anyhow, I went through the install on two separate machines -- and ran into 
the same issue both times:

At the initial login screen, the bplogo.gif appears as a broken link ( no 
image ), and below it displays the "RT for example.com" text -- despite the 
fact that I configured my RT_SiteConfig.pm appropriately ( or so I think? ).

I've been completely unable to determine/fathom what may be causing this ( I'm 
still quite new to RT ); I'm hoping someone could throw me some clues?

( the installs were done on two separate gentoo linux boxes )


Many thanks!

Cheers,

Corey


From scott at 4th.com  Sun Feb 12 16:40:23 2006
From: scott at 4th.com (Scott Courtney)
Date: Sun, 12 Feb 2006 16:40:23 -0500
Subject: [rt-users] Scalar::Util::Weak Problem (Fixed!)
In-Reply-To: <OFCADE5F0E.65CB396E-ON8625710F.00615259-8625710F.0061477D@woolworth.com>
References: <OFCADE5F0E.65CB396E-ON8625710F.00615259-8625710F.0061477D@woolworth.com>
Message-ID: <200602121640.23608.scott@4th.com>

On Wednesday 08 February 2006 12:46, jkaufman at footlocker.com wrote:
> It would seem the end fix would be to upgrade to perl 5.8.8 :)

I suspect you may have actually been bitten by the same bug that bit me a
couple of months ago. Some precompiled versions of Perl (notably the one that
ships with RHEL 4.0's "up2date" utility) have weak references disabled at
compile time. RHEL 4 ships with weak refs enabled in the distributed version,
but a later "security update" from "up2date" turns it off -- and this is not
documented. My server got updated from Perl 5.8.5 build (something) to Perl
5.8.5 build (something slightly later) that way, and it utterly broke RT.
I ripped out what little hair I have trying to find that one -- you don't
instinctively look for version compatibility issues when the version didn't
change.

I'm glad you got it working, whatever the underlying cause.

Scott

-- 
------------------------------------------------------------------------------
Scott Courtney         | "I don't mind Microsoft making money. I mind them
scott at 4th.com          | having a bad operating system."    -- Linus Torvalds
http://4th.com/        | ("The Rebel Code," NY Times, 21 February 1999)
                       | PGP Public Key at http://4th.com/keys/scott.pubkey


From markh at infoarch.com  Sun Feb 12 17:15:54 2006
From: markh at infoarch.com (Mark Holm)
Date: Sun, 12 Feb 2006 14:15:54 -0800
Subject: [rt-users] Changing the "RT at Glance" page - No attributes table?
Message-ID: <4534BE485054BA4B95D3F3479C7B1BEE0EDBB7@infoarch-sbs.InfoArchInc.local>

I have a new installation of 3.4.5 and have been trying to follow along on some of the updates outlined in the wiki, specifically http://wiki.bestpractical.com/index.cgi?ChangeDefaultRTAtAGlance. In trying to change the At a Glance page, I tried to do the first step and found that the database doesn't appear to have a table called attributes. I do have a table called Attributes, but that appears to be from adding the Asset tracking plug-in from Todd Chapman. Am I doing something wrong or is the page out of date?

	markh

====================================================
Mark A. Holm President
InfoArch, Inc.                                  Cell:    (503) 750-9741
7456 SW Baseline, PMB#123.         Office: (503) 943-3202
Hillsboro, OR 97123                         Fax:   (503) 591-8584
http://www.infoarch.com <BLOCKED::http://www.infoarch.com />                   <mailto:markh at infoarch.com <BLOCKED::mailto:markh at infoarch.com> > 


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From markh at infoarch.com  Sun Feb 12 17:29:48 2006
From: markh at infoarch.com (Mark Holm)
Date: Sun, 12 Feb 2006 14:29:48 -0800
Subject: [rt-users] RTx Statistics - Time Worked Report?
Message-ID: <4534BE485054BA4B95D3F3479C7B1BEE0EDBB9@infoarch-sbs.InfoArchInc.local>

Has anybody been able to get the Time Worked report added to their system? I've been trying and keep getting missing components. I added it as a separate  subdirectory under the Statistics directory in parallel with the other reports as an index.html file. Where is it supposed to be placed?

	markh

====================================================
Mark A. Holm President
InfoArch, Inc.                                  Cell:    (503) 750-9741
7456 SW Baseline, PMB#123.         Office: (503) 943-3202
Hillsboro, OR 97123                         Fax:   (503) 591-8584
http://www.infoarch.com <BLOCKED::http://www.infoarch.com />                   <mailto:markh at infoarch.com <BLOCKED::mailto:markh at infoarch.com> > 


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From corey_s at qwest.net  Sun Feb 12 18:00:07 2006
From: corey_s at qwest.net (Corey)
Date: Sun, 12 Feb 2006 16:00:07 -0700
Subject: [rt-users] rt-3.5.7  new install issues
In-Reply-To: <200602121424.11889.corey_s@qwest.net>
References: <200602121424.11889.corey_s@qwest.net>
Message-ID: <200602121600.07391.corey_s@qwest.net>


Is there something different about the way rt 3.5 reads the RT_SiteConfig.pm?

I've been able to pinpoint at least one problem so far down to the fact that 
it seems my RT_SiteConfig.pm isn't being used by rt.

mysite etc # pwd
/var/www/support.mysite.org/rt-3.5.7/etc
mysite etc # ls -l RT_*.pm
-r-xr-x---  2 rt rt 18253 Feb 12 16:42 RT_Config.pm
-r-xr-x---  1 rt rt    72 Feb 12 16:43 RT_SiteConfig.pm
mysite etc # cat RT_SiteConfig.pm
package RT;

Set($rtname , "mysite.org");

Set($DevelMode, '1');

1;
mysite etc #
mysite etc # grep rtname RT_Config.pm
Set($rtname , "example.com");


Despite what I've change in RT_SiteConfig.pm; RT is still setting $rtname to 
what's RT_Config.pm, i.e. example.com rather than mysite.org.

Is there something I'm missing or doing wrong? Has behavior changed?


Thanks,

Corey


On Sunday February 12 2006 2:24 pm, Corey wrote:
> Hello!
>
> I wanted to check out the latest dev release of rt, to see how far along it
> is, and generality evaluate its usability. ( I heard that it's easier to
> extend/customize due to more extensive use of css and whatnot )
>
> Anyhow, I went through the install on two separate machines -- and ran into
> the same issue both times:
>
> At the initial login screen, the bplogo.gif appears as a broken link ( no
> image ), and below it displays the "RT for example.com" text -- despite the
> fact that I configured my RT_SiteConfig.pm appropriately ( or so I think?
> ).
>
> I've been completely unable to determine/fathom what may be causing this (
> I'm still quite new to RT ); I'm hoping someone could throw me some clues?
>
> ( the installs were done on two separate gentoo linux boxes )
>
>
> Many thanks!
>
> Cheers,
>
> Corey
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at
> http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at
> http://bestpractical.com/services/training.html


From todd at chaka.net  Sun Feb 12 20:03:07 2006
From: todd at chaka.net (Todd Chapman)
Date: Sun, 12 Feb 2006 20:03:07 -0500
Subject: [rt-users] Changing the "RT at Glance" page - No attributes table?
In-Reply-To: <4534BE485054BA4B95D3F3479C7B1BEE0EDBB7@infoarch-sbs.InfoArchInc.local>
References: <4534BE485054BA4B95D3F3479C7B1BEE0EDBB7@infoarch-sbs.InfoArchInc.local>
Message-ID: <20060213010307.GM26666@chaka.net>

On Sun, Feb 12, 2006 at 02:15:54PM -0800, Mark Holm wrote:
> I have a new installation of 3.4.5 and have been trying to follow along on some of the updates outlined in the wiki, specifically http://wiki.bestpractical.com/index.cgi?ChangeDefaultRTAtAGlance. In trying to change the At a Glance page, I tried to do the first step and found that the database doesn't appear to have a table called attributes. I do have a table called Attributes, but that appears to be from adding the Asset tracking plug-in from Todd Chapman. Am I doing something wrong or is the page out of date?
> 
> 	markh

The attributes table comes with RT, not AT.

If you are asking an AT related question, the proper place
for that is the AT mailing lists. See the wiki for list
info: http://atwiki.chaka.net/

-Todd


From chris.poupart at mcgill.ca  Sun Feb 12 20:18:25 2006
From: chris.poupart at mcgill.ca (chris.poupart at mcgill.ca)
Date: Sun, 12 Feb 2006 20:18:25 -0500
Subject: [rt-users] Changing the \"RT at Glance\" page - No attributes
	table?
In-Reply-To: 20060213010307.GM26666@chaka.net
Message-ID: <06073081d60b5683f4892fee7b1c175b@exchange.mcgill.ca>



On Sun, 12 Feb 2006 20:03:07 -0500, Todd Chapman <todd at chaka.net> wrote:
> On Sun, Feb 12, 2006 at 02:15:54PM -0800, Mark Holm wrote:
>> I have a new installation of 3.4.5 and have been trying to follow along
> on some of the updates outlined in the wiki, specifically
> http://wiki.bestpractical.com/index.cgi?ChangeDefaultRTAtAGlance. In
> trying to change the At a Glance page, I tried to do the first step and
> found that the database doesn\'t appear to have a table called attributes.
> I do have a table called Attributes, but that appears to be from adding
> the Asset tracking plug-in from Todd Chapman. Am I doing something wrong
> or is the page out of date?
>>
>> 	markh

The very first note on the page that you linked to states:

\"NOTE: This applies only to RT 3.5.x and beyond; RT 3.4.x and prior users should search the mailing list archives, wherein will be described how to reorganize the index.html page to suit.\"

Since you are running 3.4.5, those instructions do not apply.

-- Chris



From markh at infoarch.com  Sun Feb 12 21:08:34 2006
From: markh at infoarch.com (Mark Holm)
Date: Sun, 12 Feb 2006 18:08:34 -0800
Subject: [rt-users] Changing the "RT at Glance" page - No attributes table?
Message-ID: <4534BE485054BA4B95D3F3479C7B1BEE0EDBBC@infoarch-sbs.InfoArchInc.local>

Todd,

That was where I asked the question. I assumed that the Attributes table
was from your SW based on the capitalization causing the query to fail,
and the fact that the only thing in it was a reference to something I
created in AT.  

List at large,

So is there something I need to do to get the default entry back into
the table? It seems to work without it...

	markh

-----Original Message-----
From: Todd Chapman [mailto:todd at chaka.net] 
Sent: Sunday, February 12, 2006 5:03 PM
To: Mark Holm
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Changing the "RT at Glance" page - No attributes
table?

On Sun, Feb 12, 2006 at 02:15:54PM -0800, Mark Holm wrote:
> I have a new installation of 3.4.5 and have been trying to follow
along on some of the updates outlined in the wiki, specifically
http://wiki.bestpractical.com/index.cgi?ChangeDefaultRTAtAGlance. In
trying to change the At a Glance page, I tried to do the first step and
found that the database doesn't appear to have a table called
attributes. I do have a table called Attributes, but that appears to be
from adding the Asset tracking plug-in from Todd Chapman. Am I doing
something wrong or is the page out of date?
> 
> 	markh

The attributes table comes with RT, not AT.

If you are asking an AT related question, the proper place for that is
the AT mailing lists. See the wiki for list
info: http://atwiki.chaka.net/

-Todd


From sgcarr at civeng.adelaide.edu.au  Sun Feb 12 20:23:04 2006
From: sgcarr at civeng.adelaide.edu.au (Stephen Carr)
Date: Mon, 13 Feb 2006 11:53:04 +1030 (CST)
Subject: [rt-users] Opening / downloading Attachments rt-3.4.4
Message-ID: <2778.129.127.16.33.1139793784.squirrel@brooks.civeng.adelaide.edu.au>

Dear Users

I can see an attachment in a ticket but it just appears as a file name
with no option to download/view  the file ie there seems to be no
underline. It is actually a jpeg file.

RT is 3..4.4
Perl is 5.8.6

Running on Linux 2.4.29

Any Ideas

Regards
Stephen Carr


-- 
Stephen Carr
Computing Officer
School of Civil and Environmental Engineering
The University of Adelaide
Tel +618-8303-4313
Fax +618-8303-4359
Email sgcarr at civeng.adelaide.edu.au

CRICOS Provider Number 00123M
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From dturner at metrobridge.com  Sun Feb 12 21:32:04 2006
From: dturner at metrobridge.com (Dayton Turner)
Date: Sun, 12 Feb 2006 18:32:04 -0800
Subject: [rt-users] Multiple Domains inside RT?
Message-ID: <1B4931EBA2763A4093D511BE382BB3DFD5241C@2k3ad01.van.metrobridge.com>

Hi List,

I'm trying to determine the best way to run multiple domains inside an RT system.  I have multiple queues set up currently, and would like it so that when a user corresponds with a particular queue, all email correspondance is marked with a different domain than the one specified in RT_SiteConfig.pm.  Is this possible?  

I tried going down the Multiple Instances path, but fastcgi under apache2 is giving me nothing but problems hanging after startup, etc.

If there is a way to do this without having to run multiple instances of RT, that would be ideal, any feedback is appreciated.

Thanks
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From markh at infoarch.com  Sun Feb 12 21:47:49 2006
From: markh at infoarch.com (Mark Holm)
Date: Sun, 12 Feb 2006 18:47:49 -0800
Subject: [rt-users] Changing the \"RT at Glance\" page - No
	attributestable?
Message-ID: <4534BE485054BA4B95D3F3479C7B1BEE0EDBBE@infoarch-sbs.InfoArchInc.local>

Sorry, Read that and got Dyslexic. I'll dig through the archives ...

	markh

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
chris.poupart at mcgill.ca
Sent: Sunday, February 12, 2006 5:18 PM
To: Todd Chapman
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Changing the \"RT at Glance\" page - No
attributestable?



On Sun, 12 Feb 2006 20:03:07 -0500, Todd Chapman <todd at chaka.net> wrote:
> On Sun, Feb 12, 2006 at 02:15:54PM -0800, Mark Holm wrote:
>> I have a new installation of 3.4.5 and have been trying to follow 
>> along
> on some of the updates outlined in the wiki, specifically 
> http://wiki.bestpractical.com/index.cgi?ChangeDefaultRTAtAGlance. In 
> trying to change the At a Glance page, I tried to do the first step 
> and found that the database doesn\'t appear to have a table called
attributes.
> I do have a table called Attributes, but that appears to be from 
> adding the Asset tracking plug-in from Todd Chapman. Am I doing 
> something wrong or is the page out of date?
>>
>> 	markh

The very first note on the page that you linked to states:

\"NOTE: This applies only to RT 3.5.x and beyond; RT 3.4.x and prior
users should search the mailing list archives, wherein will be described
how to reorganize the index.html page to suit.\"

Since you are running 3.4.5, those instructions do not apply.

-- Chris

_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O'Reilly Media at
http://rtbook.bestpractical.com

WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at
http://bestpractical.com/services/training.html


From murrah at aspect1.net  Sun Feb 12 21:38:24 2006
From: murrah at aspect1.net (murrah boswell)
Date: Sun, 12 Feb 2006 19:38:24 -0700
Subject: [rt-users] Wierd reinstall problem
Message-ID: <000c01c63046$90138480$fe01a8c0@sirak>

hello all,

i am new to rt, and have been setting it up for testing.

i had rt installed on one machine (it was working fine) and took it off
(deleted /opt/rt3 directory, deleted rt3 database from mysql) to install it
on another (again, it was working fine), then i decided to reinstall it on
the original machine.

now though, after a complete reinstall on the original machine, i am having
problems.  i can get rt running on the original machine, but when i log in
as 'root,' and select the Configuration tab to add users and queues, i just
get the root home page back.  i am never presented with options to add users
or queues.  it acts like it is trying to do something, but then drops me
back into the root home page.

anybody have any idea what i might have done wrong here the second time
around?  are there some control variables in other places beside /opt/rt3
and mysql that i need to purge before i reinstall?


thanks,

murrah boswell
systems administrator
aspect1/infomagic/digitalresources dot nets



From lwang at clusterfs.com  Sun Feb 12 22:11:38 2006
From: lwang at clusterfs.com (lwang)
Date: Mon, 13 Feb 2006 11:11:38 +0800
Subject: [rt-users] Question about RT CLI custom field / web-interface
In-Reply-To: <0BCD4AFDA07A9049928A34359243F70511D5DC@sato.internal.teleservice.net>
References: <0BCD4AFDA07A9049928A34359243F70511D5DC@sato.internal.teleservice.net>
Message-ID: <43EFF8EA.6090306@clusterfs.com>

Jens,
RT-3.5.8 supports CF.

Jens Andersson wrote:
> We're planning to build our own webinterface to use when creating
> tickets. We need to use custom fields, what I can see RT CLI are not
> supporting CF, have I understand this correct? 
> 
> What's the best way to do this, create a perl script that make the job
> or send the data as mail and let the mail-gate do the job?
> 
> // Jens
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html



From danno at internet2.edu  Sun Feb 12 22:21:49 2006
From: danno at internet2.edu (Dan Pritts)
Date: Sun, 12 Feb 2006 22:21:49 -0500
Subject: [rt-users] FastCGI vs/or FastCGId? System memory "leak"?
In-Reply-To: <1139255313.14121.89.camel@moola.futuresource.com>
References: <20060112170008.4119A4D8254@diesel.bestpractical.com>
	<Pine.LNX.4.63-L.0601131325000.28772@attila.uio.no>
	<B097D110-B74D-4DD9-82F8-CE693F3E7AD1@hamburg.fcb.com>
	<43E0E785.5030603@cityfone.net>
	<Pine.LNX.4.63-L.0602060952450.30228@attila.uio.no>
	<43E78CD3.2020203@cityfone.net>
	<1139249748.14121.40.camel@moola.futuresource.com>
	<43E79B5B.3070108@cityfone.net>
	<1139255313.14121.89.camel@moola.futuresource.com>
Message-ID: <20060213032149.GA28741@internet2.edu>

On Mon, Feb 06, 2006 at 01:48:33PM -0600, Les Mikesell wrote:
> Yes, apache uses MaxRequestsPerChild to kill the process regardless
> of the language extension and I don't think there is an equivalent
> for fastcgi.  However, note that if you kill one of the running
> mason_handler.fcgi processes, it will start a new one, so if that
> program could be modified to exit gracefully at appropriate times
> things would take care of themselves.

Or just have a shell script run out of cron and kill them occasionally.

danno
--
dan pritts - systems administrator - internet2
734/352-4953 office        734/834-7224 mobile


From tracy.phillips at rackeasy.com  Sun Feb 12 23:12:54 2006
From: tracy.phillips at rackeasy.com (Tracy Phillips)
Date: Sun, 12 Feb 2006 22:12:54 -0600
Subject: [rt-users] rt-3.5.7  new install issues
In-Reply-To: <200602121600.07391.corey_s@qwest.net>
References: <200602121424.11889.corey_s@qwest.net>
	<200602121600.07391.corey_s@qwest.net>
Message-ID: <43F00746.10707@rackeasy.com>

Corey wrote:
> Is there something different about the way rt 3.5 reads the RT_SiteConfig.pm?

You have probably already tried this but, have you restarted or stopped 
and started apache?

-- 
Tracy Phillips
Rackeasy.com
370 South Lowe Ave.
Suite A-105
Cookeville, TN 38501

Tel: 1-800-596-0906
Tel: 1-404-704-0457 ext 1001
Fax: 1-775-205-0590


From lwang at clusterfs.com  Sun Feb 12 23:41:19 2006
From: lwang at clusterfs.com (lwang)
Date: Mon, 13 Feb 2006 12:41:19 +0800
Subject: [rt-users] RT CLI small bug?
Message-ID: <43F00DEF.6090701@clusterfs.com>

Hi there,

When I issue the following command to get the history of a ticket, I got 
the following result.

$ rt show ticket/9/history/id/171428

# 4/4 (id/171428/total)

id: 171428
Ticket: 9600
TimeTaken: 0
Type: Comment
Field:
OldValue:
NewValue:
Data: No Subject
Description: Comments added by root
Content: test
Creator: root
Created: 2006-02-10 08:39:32
Attachments:

History 171428 is for ticket 9600, but I can get it from ticket/9.

A small bug of RT CLI?

Thanks.

- Wang


From jesse at bestpractical.com  Sun Feb 12 23:46:22 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 12 Feb 2006 23:46:22 -0500
Subject: [rt-users] RT CLI small bug?
In-Reply-To: <43F00DEF.6090701@clusterfs.com>
References: <43F00DEF.6090701@clusterfs.com>
Message-ID: <20060213044622.GX4170@bestpractical.com>



> History 171428 is for ticket 9600, but I can get it from ticket/9.

It should still respect RT's ACLs. Is there really a win to prohibiting
it?
> 
> A small bug of RT CLI?
> 
> Thanks.
> 
> - Wang
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at 
> http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at 
> http://bestpractical.com/services/training.html
> 

-- 


From andrew at staff.esc.net.au  Sun Feb 12 23:54:15 2006
From: andrew at staff.esc.net.au (Andrew Xenides)
Date: Mon, 13 Feb 2006 04:54:15 -0000
Subject: [rt-users] RT CLI small bug?
In-Reply-To: <20060213044622.GX4170@bestpractical.com>
Message-ID: <20060213045330.DC2C9622E42@sr-gw.esc.net.au>

I guess the history id supersedes the ticket id?

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jesse Vincent
Sent: Monday, February 13, 2006 3:16 PM
To: lwang
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT CLI small bug?



> History 171428 is for ticket 9600, but I can get it from ticket/9.

It should still respect RT's ACLs. Is there really a win to prohibiting
it?
> 
> A small bug of RT CLI?
> 
> Thanks.
> 
> - Wang
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at 
> http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at 
> http://bestpractical.com/services/training.html
> 

-- 
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O'Reilly Media at
http://rtbook.bestpractical.com

WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at
http://bestpractical.com/services/training.html



From corey_s at qwest.net  Sun Feb 12 23:52:44 2006
From: corey_s at qwest.net (Corey)
Date: Sun, 12 Feb 2006 21:52:44 -0700
Subject: [rt-users] rt-3.5.7  new install issues
In-Reply-To: <43F00746.10707@rackeasy.com>
References: <200602121424.11889.corey_s@qwest.net>
	<200602121600.07391.corey_s@qwest.net>
	<43F00746.10707@rackeasy.com>
Message-ID: <200602122152.44346.corey_s@qwest.net>

On Sunday February 12 2006 9:12 pm, Tracy Phillips wrote:
> Corey wrote:
> > Is there something different about the way rt 3.5 reads the
> > RT_SiteConfig.pm?
>
> You have probably already tried this but, have you restarted or stopped
> and started apache?
>


Hi!

Thanks for the response - but yep, I had tried restarting apache several 
times, among quite a few other things.

However, looks like the issue turned out to be with the gentoo ebuild I was 
using -- I had modified the known working 3.4.5 ebuild, so that it would 
build/install/configure 3.5.7.  It appeared to have... "mostly worked".

When I tried doing a fresh install using the vanilla rt-3.5.7.tar.gz, I was 
able to confirm that everything worked as expected - aside from that 
secondary issue with the images ( like the bplogo.gif ) still not working; 
which, I later figured out was due to an apparent problem with the 
autohandler that's in .../NoAuth/images/ - when I removed it, the images 
showed up just fine.


Cheers,

Corey


From torsten.brumm at kuehne-nagel.com  Mon Feb 13 03:46:06 2006
From: torsten.brumm at kuehne-nagel.com (Torsten Brumm)
Date: Mon, 13 Feb 2006 09:46:06 +0100
Subject: AW: [rt-users] NEEDED: OnResolveDependency condition
In-Reply-To: <589c94400602091501k2e8ee81idd03ca7d558a6a2f@mail.gmail.com>
Message-ID: <003101c63079$ee6b66f0$ca0aa8c0@dew04041>

Hi Ruslan, Jim,

thanks for the link, thee srcips seams to work, but only if there is one
dependencies. How does it look like if Ticket A as example has two depon
tickets? Couldn't get this working so far.

Torsten

--
 Thanks in advance
 ....
    : Torsten Brumm
    :
    : Kuehne + Nagel
    : HAM - MI-H
    :
    : Ferdinand Strasse 29-33
    : 20095 Hamburg
    :
    : +49 (40) 329 15 199
    : +49 (40) 329 15 500
    :
    : torsten.brumm at kuehne-nagel.com
    : www.kn-portal.com
    ....  

> -----Urspr?ngliche Nachricht-----
> Von: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag 
> von Ruslan Zakirov
> Gesendet: Freitag, 10. Februar 2006 00:02
> An: Jim Meyer
> Cc: Request Users Mailing List
> Betreff: Re: [rt-users] NEEDED: OnResolveDependency condition
> 
> http://wiki.bestpractical.com/index.cgi?OpenDependantsOnResolve
> 
> On 2/9/06, Jim Meyer <purp at acm.org> wrote:
> > Hello!
> >
> > I was pondering how to take a few of our more complex internal 
> > processes, the sorts which have both serial and parallel tasks, and 
> > cause them to be submitted as a set of dependent tickets when it 
> > occurred to me that when we resolve a ticket which is 
> depended upon by 
> > other tickets, the owners of the other tickets need to get a 
> > notification that the dependency has been resolved.
> >
> > I didn't see anything in the wiki like this ... is there an 
> easy way 
> > to do this, does someone already have such a thing they can 
> share, or 
> > am I breaking new ground?
> >
> > Thanks!
> >
> > --j
> > --
> > Jim Meyer, Geek at Large                                    
> purp at acm.org
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >
> > Download a free sample chapter of RT Essentials from 
> O'Reilly Media at 
> > http://rtbook.bestpractical.com
> >
> > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, 
> Boston and 
> > San Francisco - Find out more at 
> > http://bestpractical.com/services/training.html
> >
> 
> 
> --
> Best regards, Ruslan.
> 



From doogles at doogles.com  Mon Feb 13 05:46:37 2006
From: doogles at doogles.com (doogles at doogles.com)
Date: Mon, 13 Feb 2006 05:46:37 -0500 (EST)
Subject: [rt-users] Building Upon the Concept from AutogeneratedPassword
Message-ID: <20060213054041.G54284@spaceball1.doogles.com>

RT Users--

(I'm running RT 3.4.5.)

I recently modified my Autocreate templates to include the logic suggested 
in the AutogeneratedPassword page in the BestPractical wiki.  This works 
well.  However, my user base has a usage pattern which has them 
interfacing with RT "once and awhile", and they tend to forget what their 
password is.

I would like to build upon the AutogeneratedPassword template to email 
username/password every time they open up a ticket.

I tried a couple of different things without success.  Would anyone care 
to suggest the 'right' way to accomplish this?  I would be happy to update 
the Wiki after I successfully implement this.

Thanks!,
-jd


From ruslan.zakirov at gmail.com  Mon Feb 13 06:50:58 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Mon, 13 Feb 2006 14:50:58 +0300
Subject: [rt-users] NEEDED: OnResolveDependency condition
In-Reply-To: <003101c63079$ee6b66f0$ca0aa8c0@dew04041>
References: <589c94400602091501k2e8ee81idd03ca7d558a6a2f@mail.gmail.com>
	<003101c63079$ee6b66f0$ca0aa8c0@dew04041>
Message-ID: <589c94400602130350o3d1432co18128344b628c568@mail.gmail.com>

On 2/13/06, Torsten Brumm <torsten.brumm at kuehne-nagel.com> wrote:
> Hi Ruslan, Jim,
>
> thanks for the link, thee srcips seams to work, but only if there is one
> dependencies. How does it look like if Ticket A as example has two depon
> tickets? Couldn't get this working so far.
AFAIR this scrip open (or comment) all tickets that depend on resolved ticket.

There is another scrip
(http://wiki.bestpractical.com/index.cgi?OpenTicketOnAllMemberResolve)
that open/comment parent ticket(s) only if all children are resolved.

>
> Torsten
>
> --
>  Thanks in advance
>  ....
>     : Torsten Brumm
>     :
>     : Kuehne + Nagel
>     : HAM - MI-H
>     :
>     : Ferdinand Strasse 29-33
>     : 20095 Hamburg
>     :
>     : +49 (40) 329 15 199
>     : +49 (40) 329 15 500
>     :
>     : torsten.brumm at kuehne-nagel.com
>     : www.kn-portal.com
>     ....
>
> > -----Urspr?ngliche Nachricht-----
> > Von: rt-users-bounces at lists.bestpractical.com
> > [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag
> > von Ruslan Zakirov
> > Gesendet: Freitag, 10. Februar 2006 00:02
> > An: Jim Meyer
> > Cc: Request Users Mailing List
> > Betreff: Re: [rt-users] NEEDED: OnResolveDependency condition
> >
> > http://wiki.bestpractical.com/index.cgi?OpenDependantsOnResolve
> >
> > On 2/9/06, Jim Meyer <purp at acm.org> wrote:
> > > Hello!
> > >
> > > I was pondering how to take a few of our more complex internal
> > > processes, the sorts which have both serial and parallel tasks, and
> > > cause them to be submitted as a set of dependent tickets when it
> > > occurred to me that when we resolve a ticket which is
> > depended upon by
> > > other tickets, the owners of the other tickets need to get a
> > > notification that the dependency has been resolved.
> > >
> > > I didn't see anything in the wiki like this ... is there an
> > easy way
> > > to do this, does someone already have such a thing they can
> > share, or
> > > am I breaking new ground?
> > >
> > > Thanks!
> > >
> > > --j
> > > --
> > > Jim Meyer, Geek at Large
> > purp at acm.org
> > >
> > > _______________________________________________
> > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > >
> > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> > >
> > > Download a free sample chapter of RT Essentials from
> > O'Reilly Media at
> > > http://rtbook.bestpractical.com
> > >
> > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam,
> > Boston and
> > > San Francisco - Find out more at
> > > http://bestpractical.com/services/training.html
> > >
> >
> >
> > --
> > Best regards, Ruslan.
> >
>
>


--
Best regards, Ruslan.

From StakowskiM at prokom.pl  Mon Feb 13 06:38:10 2006
From: StakowskiM at prokom.pl (Mariusz Stakowski)
Date: Mon, 13 Feb 2006 12:38:10 +0100
Subject: [rt-users] installing RT in Windows 2000 environment
Message-ID: <OFE9F7E82B.6CA2A100-ONC1257114.0037FFE5-C1257114.003F08B7@prokom.pl>

                                        Hello list,

                I'm trying to install RT in Windows 2000 environment. 
Everything go well until the moment of execution of cgi script at 
http://localhost:8284/cgi-bin/initdb.cgi. At this moment I receive the 
folowing message:
The page cannot be displayed.

                I have tried to look for the help in RT archives but could 
not find the answer. I have found similar question in the mails, but the 
answer for it was to look for a help in FAQs. But there too - there was 
nothing concernig my problem. I have browsed though RT mail archives for 
last two years but with no success. Or maybe I am not smart enough to find 
it ? Or I am the only one to have this problem ? It is true - I am 
beginner in Apache/WWW/RT world. 

                                Could someone give me a hint , please ?
 
 Best regards

 Mariusz Stakowski


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From kfh at mqsoftware.com  Mon Feb 13 07:48:44 2006
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Mon, 13 Feb 2006 06:48:44 -0600
Subject: [rt-users] RTx Statistics - Time Worked Report?
Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD01901140@mailservermn.mqsoftware.com>

 

________________________________

	From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mark Holm
	Sent: Sunday, February 12, 2006 4:30 PM
	To: rt-users at lists.bestpractical.com
	Subject: [rt-users] RTx Statistics - Time Worked Report?
	
	

	Has anybody been able to get the Time Worked report added to
their system? I've been trying and keep getting missing components. I
added it as a separate  subdirectory under the Statistics directory in
parallel with the other reports as an index.html file. Where is it
supposed to be placed?

	        markh 

	====================================================
	Mark A. Holm President
	InfoArch, Inc.                                  Cell:    (503)
750-9741
	7456 SW Baseline, PMB#123.         Office: (503) 943-3202
	Hillsboro, OR 97123                         Fax:   (503)
591-8584
	http://www.infoarch.com <BLOCKED::http://www.infoarch.com />
<mailto:markh at infoarch.com <BLOCKED::mailto:markh at infoarch.com> > 


Mark,
	What version of statistics?  There have been a lot of
organizational changes since that report was contributed....


 
-- 

Kelly F. Hickel
Senior Software Architect
MQSoftware, Inc
952.345.8677
kfh at mqsoftware.com

 



From jkaufman at footlocker.com  Mon Feb 13 08:14:12 2006
From: jkaufman at footlocker.com (jkaufman at footlocker.com)
Date: Mon, 13 Feb 2006 07:14:12 -0600
Subject: [rt-users] Scalar::Util::Weak Problem (Fixed!)
In-Reply-To: <200602121640.23608.scott@4th.com>
Message-ID: <OF5554EA78.6C581E8D-ON86257114.0047E149-86257114.00485318@woolworth.com>

It's possible. How does one go about disabling weak references? I was 
unable to get it to compile using 5.8.7 (self compiled), 5.8.0 (Shipped 
with AIX), 5.8.5 (Compiled on a previous release of Aix v5.2), and 5.8.7 
(PDSLIB compile). Nothing worked until I tried 5.8.8 (self compiled).  I 
can't say I have any idea WHY 5.8.8 worked, but it worked on 
Scalar::Util::Weak...  Sub::Uplevel is now the problem child :)

A whole bunch of:

Use of uninitialized value in string eq at 
/home/root/.cpan/build/Sub-Uplevel-0.09/blib/lib/Sub/Uplevel.pm line 123.

It will install, but anything that uses it sometimes will fail their make 
test...sigh...  Hopefully this will not be a future problem...


Jonathan Kaufman







Scott Courtney
Sent by: rt-users-bounces at lists.bestpractical.com
02/12/2006 03:40 PM


To
rt-users at lists.bestpractical.com
cc

Subject
Re: [rt-users] Scalar::Util::Weak Problem (Fixed!)






On Wednesday 08 February 2006 12:46, jkaufman at footlocker.com wrote:
> It would seem the end fix would be to upgrade to perl 5.8.8 :)

I suspect you may have actually been bitten by the same bug that bit me a
couple of months ago. Some precompiled versions of Perl (notably the one 
that
ships with RHEL 4.0's "up2date" utility) have weak references disabled at
compile time. RHEL 4 ships with weak refs enabled in the distributed 
version,
but a later "security update" from "up2date" turns it off -- and this is 
not
documented. My server got updated from Perl 5.8.5 build (something) to 
Perl
5.8.5 build (something slightly later) that way, and it utterly broke RT.
I ripped out what little hair I have trying to find that one -- you don't
instinctively look for version compatibility issues when the version 
didn't
change.

I'm glad you got it working, whatever the underlying cause.

Scott

-- 
------------------------------------------------------------------------------
Scott Courtney         | "I don't mind Microsoft making money. I mind them
scott at 4th.com          | having a bad operating system."    -- Linus 
Torvalds
http://4th.com/        | ("The Rebel Code," NY Times, 21 February 1999)
                       | PGP Public Key at 
http://4th.com/keys/scott.pubkey
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O'Reilly Media at 
http://rtbook.bestpractical.com

WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at 
http://bestpractical.com/services/training.html

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From scott at 4th.com  Mon Feb 13 08:58:50 2006
From: scott at 4th.com (Scott Courtney)
Date: Mon, 13 Feb 2006 08:58:50 -0500
Subject: [rt-users] Scalar::Util::Weak Problem (Fixed!)
In-Reply-To: <OF5554EA78.6C581E8D-ON86257114.0047E149-86257114.00485318@woolworth.com>
References: <OF5554EA78.6C581E8D-ON86257114.0047E149-86257114.00485318@woolworth.com>
Message-ID: <200602130858.50652.scott@4th.com>

On Monday 13 February 2006 08:14, jkaufman at footlocker.com wrote:
> It's possible. How does one go about disabling weak references? I was 
> unable to get it to compile using 5.8.7 (self compiled), 5.8.0 (Shipped 
> with AIX), 5.8.5 (Compiled on a previous release of Aix v5.2), and 5.8.7 
> (PDSLIB compile). Nothing worked until I tried 5.8.8 (self compiled). ?I 
> can't say I have any idea WHY 5.8.8 worked, but it worked on 
> Scalar::Util::Weak... ?Sub::Uplevel is now the problem child :)
> 
> A whole bunch of:
> 
> Use of uninitialized value in string eq at 
> /home/root/.cpan/build/Sub-Uplevel-0.09/blib/lib/Sub/Uplevel.pm line 123.
> 
> It will install, but anything that uses it sometimes will fail their make 
> test...sigh... ?Hopefully this will not be a future problem...

I don't happen to have a Perl source tree on my server right now, but there is
a configure-time option in the Perl source that lets you turn this feature on
or off.

Sorry I can't be more help. I'll be the first to admit I'm not a Perl guru.

Scott

-- 
------------------------------------------------------------------------------
Scott Courtney         | "I don't mind Microsoft making money. I mind them
scott at 4th.com          | having a bad operating system."    -- Linus Torvalds
http://4th.com/        | ("The Rebel Code," NY Times, 21 February 1999)
                       | PGP Public Key at http://4th.com/keys/scott.pubkey


From Ahalya_Nathan at mudnebr.com  Mon Feb 13 09:34:40 2006
From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya)
Date: Mon, 13 Feb 2006 08:34:40 -0600
Subject: [rt-users] Why does RT crash with RT::Attribute::Name?
Message-ID: <D822A1AD37DDBB4CA20C434BA9BA10EF01A5DB1B@MALCWH02.mud.com>

How do I find which version I am running? 

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


-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: Sunday, February 12, 2006 12:17 PM
To: Nathan, Ahalya
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Why does RT crash with RT::Attribute::Name?

What version of DBIx::SearchBuilder are you running?


On Sun, Feb 12, 2006 at 07:44:11AM -0600, Nathan, Ahalya wrote:
> Hi all,
> 
> RT crashes with an Unimplemented RT::Attribute::Name method: 
> 
>  
> 
>  457: else { 
> 
>  458: my ($package, $filename, $line); 
> 
>  459: ($package, $filename, $line) = caller; 
> 
>  460: 
> 
>  461: die "$AUTOLOAD Unimplemented in $package. ($filename line $line)
> \n"; 
> 
>  462: } 
> 
>  463: 
> 
>  464: } 
> 
>  465: 
> 
>  ... 
> 
>  code stack: 
> 
>  /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm:461 
> 
>  /opt/rt-3.2.2-iris.ch/lib/RT/Attributes_Overlay.pm:99 
> 
>  /opt/rt-3.2.2-iris.ch/lib/RT/Attributes_Overlay.pm:91 
> 
>  /opt/rt-3.2.2-iris.ch/lib/RT/Attributes_Overlay.pm:106 
> 
>  /opt/rt-3.2.2-iris.ch/lib/RT/Attributes_Overlay.pm:137 
> 
>  
>
/opt/rt-3.2.2-iris.ch/share/html/Search/Elements/SelectSearchesForObject
> s:58 
> 
>  /opt/rt-3.2.2-iris.ch/share/html/Search/Elements/EditSearches:70 
> 
>  /opt/rt-3.2.2-iris.ch/share/html/Search/Build.html:88 
> 
>  /opt/rt-3.2.2-iris.ch/share/html/autohandler:221
> 
>  
> 
> I was trying to do a simple query of finding a ticket equal to 6636
and
> RT crashed with this error. I went to the homepage and then all
started
> working fine. Can anyone tell me why I am getting this?
> 
>  
> 
> Thanks
> 
> Ahalya Nathan
> Senior Programmer / Analyst
> Information Technology, Metropolitan Utilities District 
> (402) 504-7180 phone
> 
> (402) 504-5180 fax
> 
>  
> 

> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at
http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at
http://bestpractical.com/services/training.html

-- 


From sturner at MIT.EDU  Mon Feb 13 10:01:10 2006
From: sturner at MIT.EDU (Stephen Turner)
Date: Mon, 13 Feb 2006 10:01:10 -0500
Subject: [rt-users] Why does RT crash with RT::Attribute::Name?
In-Reply-To: <D822A1AD37DDBB4CA20C434BA9BA10EF01A5DB1B@MALCWH02.mud.com>
References: <D822A1AD37DDBB4CA20C434BA9BA10EF01A5DB1B@MALCWH02.mud.com>
Message-ID: <6.2.1.2.2.20060213100002.03661a10@po14.mit.edu>

At Monday 2/13/2006 09:34 AM, Nathan, Ahalya wrote:
>How do I find which version I am running?

If you look in DBIx/SearchBuilder.pm under your perl installation, the 
version is near the top of the file.

Steve 



From Ahalya_Nathan at mudnebr.com  Mon Feb 13 10:04:41 2006
From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya)
Date: Mon, 13 Feb 2006 09:04:41 -0600
Subject: [rt-users] Why does RT crash with RT::Attribute::Name?
Message-ID: <D822A1AD37DDBB4CA20C434BA9BA10EF01A5DB1C@MALCWH02.mud.com>

Thanks Steve, I found it. Jesse, the version that I am running is 1.35.

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



-----Original Message-----
From: Stephen Turner [mailto:sturner at MIT.EDU] 
Sent: Monday, February 13, 2006 9:01 AM
To: Nathan, Ahalya; Jesse Vincent
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Why does RT crash with RT::Attribute::Name?

At Monday 2/13/2006 09:34 AM, Nathan, Ahalya wrote:
>How do I find which version I am running?

If you look in DBIx/SearchBuilder.pm under your perl installation, the 
version is near the top of the file.

Steve 



From Ahalya_Nathan at mudnebr.com  Mon Feb 13 10:15:45 2006
From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya)
Date: Mon, 13 Feb 2006 09:15:45 -0600
Subject: [rt-users] Why does RT crash with RT::Attribute::Name?
Message-ID: <D822A1AD37DDBB4CA20C434BA9BA10EF01A5DB1D@MALCWH02.mud.com>

This is a more detailed description that I got from the log:

Scrip Prepare 41 died. - RT::Attribute::Name Unimplemented in
RT::Attributes. (/usr/local/rt/lib/RT/Attributes_Overlay.pm line 81)

Stack:
 
[/usr/local/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Record.pm:496]
  [/usr/local/rt/lib/RT/Attributes_Overlay.pm:81]
  [/usr/local/rt/lib/RT/Attributes_Overlay.pm:73]
  [/usr/local/rt/lib/RT/Attributes_Overlay.pm:88]
  [/usr/local/rt/lib/RT/Attributes_Overlay.pm:119]
  [/usr/local/rt/local/lib/RT/Ticket_Overlay.pm:1624]
  [/usr/local/rt/lib/RT/Action/SendEmail.pm:563]
  [/usr/local/rt/lib/RT/Action/SendEmail.pm:126]
  [/usr/local/rt/lib/RT/Action/Notify.pm:65]
  [/usr/local/rt/lib/RT/ScripAction_Overlay.pm:233]
  [/usr/local/rt/lib/RT/Scrip_Overlay.pm:478]
  [/usr/local/rt/lib/RT/Scrips_Overlay.pm:236]
  [/usr/local/rt/local/lib/RT/Transaction_Overlay.pm:169]
  [/usr/local/rt/lib/RT/Record.pm:1431]
  [/usr/local/rt/local/lib/RT/Ticket_Overlay.pm:3052]
  [/usr/local/rt/lib/RT/Interface/Web.pm:1096]
  [/usr/local/rt/share/html/Ticket/ModifyAll.html:178]
  [/usr/local/rt/local/html/autohandler:194]
 (/usr/local/rt/lib/RT/Scrip_Overlay.pm:481)

It says the scrip prepare died, what does that mean?

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



-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nathan,
Ahalya
Sent: Monday, February 13, 2006 9:05 AM
To: Stephen Turner; Jesse Vincent
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Why does RT crash with RT::Attribute::Name?

Thanks Steve, I found it. Jesse, the version that I am running is 1.35.

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



-----Original Message-----
From: Stephen Turner [mailto:sturner at MIT.EDU] 
Sent: Monday, February 13, 2006 9:01 AM
To: Nathan, Ahalya; Jesse Vincent
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Why does RT crash with RT::Attribute::Name?

At Monday 2/13/2006 09:34 AM, Nathan, Ahalya wrote:
>How do I find which version I am running?

If you look in DBIx/SearchBuilder.pm under your perl installation, the 
version is near the top of the file.

Steve 

_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O'Reilly Media at
http://rtbook.bestpractical.com

WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at
http://bestpractical.com/services/training.html


From jfenner at vitamix.com  Mon Feb 13 11:41:31 2006
From: jfenner at vitamix.com (Jason Fenner)
Date: Mon, 13 Feb 2006 11:41:31 -0500
Subject: [rt-users] Active Directory integration with RT3?
Message-ID: <43F0B6BB.5020701@vitamix.com>

Hello list:

I am looking to deploy RT for ticket tracking at my corp.  We need RT to 
integrate into our existing Active Directory database of users for 
account creation and RT authentication.  I have been researching the RT 
wiki and found some references to LDAP Overlay, etc.  I have tried to 
implement several of them and so far have gotten zero positive results 
at all.  I can't even get unencrypted authentication to work.

The latest User_Local.pm that I am testing is from: 
http://www.justatheory.com/computers/programming/perl/rt/ldap_auth.html

I am getting the following error message:
[Mon Feb 13 16:19:14 2006] [critical]: GetExternalUserWithLDAP: Cannot 
bind to LDAP:  49
 (/opt/rt3/local/lib/RT/User_Local.pm:64)

My RT_Site_Config.pm looks like:

Set($LDAPExternalAuth , '1');
 $LdapServer="dc1.domain.com";
 $LdapUser="cn=Administrator,dc=domain,dc=com";
$LdapPass="adminpass";
 $LdapBase="dc=domain,dc=com";
 $LdapUidAttr="uid";
 $LdapFilter="(objectclass=*)";
 $LdapTLS = 0;
 $LdapGroup ="dc=domain,dc=com";
 $LdapGroupAttribute = 'uniqueMember';
 #$LdapSSLVersion = 3;

Does anyone have any idea what might be going wrong here? 
Has anyone gotten RT integrated with AD yet?
At the very least, can you point me to some accurate documentation?

Thanks a million!
Jason




From nmetrowsky at digitalglobe.com  Mon Feb 13 11:49:43 2006
From: nmetrowsky at digitalglobe.com (Nick Metrowsky)
Date: Mon, 13 Feb 2006 09:49:43 -0700
Subject: [rt-users] Attaching Ticket Comments on Resolve
Message-ID: <C1BF1C58F42A304A899E2933C220F48A2AEB7C@COMAIL02.digitalglobe.com>

Hi Everyone,

 

Hs anyone modified, or know a way to modify, the Resolve template to
display the original ticket request and subsequent correspondence to the
requestor, upon resolving a ticket? 

 

By doing this, this may eliminate the issue of tickets being opened
again by requestor, as the requestor will have a complete summary.
Also, when the ticket is resolved, by displaying all the ticket
comments, it would eliminate two messages sent on Resolve, as the person
handling the ticket can use the default "comment" setting. Finally, the
user gets a more meaningful message for their records.

 

Thank you for your help.

 

Take care!

 

Nick

 

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

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com> 

DigitalGlobe (r), An Imaging and Information Company

http://www.digitalglobe.com <http://www.digitalglobe.com> 

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

 

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From jfenner at vitamix.com  Mon Feb 13 12:02:19 2006
From: jfenner at vitamix.com (Jason Fenner)
Date: Mon, 13 Feb 2006 12:02:19 -0500
Subject: [rt-users] Activate changes?
Message-ID: <43F0BB9B.6090206@vitamix.com>

It looks like RT doesn't see changes to it's config files even after 
httpd has been stopped and restarted.  What is the proper procedure to 
get it to re-read it's config files?

Jason



From giles.constant at wtg.cw.com  Mon Feb 13 12:06:28 2006
From: giles.constant at wtg.cw.com (Giles Constant)
Date: Mon, 13 Feb 2006 17:06:28 +0000
Subject: [rt-users] HUGE memory usage
Message-ID: <200602131706.28718.giles.constant@wtg.cw.com>

Hiya,

I'm using rt 3.4.5 on gentoo, and I've tried both apache 1 and apache 2 
through mod_perl and mod_fastcgi, and every time I click a link or button in 
rt, it uses about 2 gigs of ram and takes about a minute of swapping to 
process the click.  It's configured to use mysql.

During this time, no strange errors are dumped, and various stracing doesn't 
show anything suspicious.  I would provide more information than this, but 
I'm running out of places to look.  Has anyone come across this?

Thanks,

Giles

-- 
Giles Constant
Systems Programmer
C&W Web Technology Group

Tel +44 (0) 20 7339 8600
DDI +44 (0) 20 7339 8728


From jfenner at vitamix.com  Mon Feb 13 12:29:07 2006
From: jfenner at vitamix.com (Jason Fenner)
Date: Mon, 13 Feb 2006 12:29:07 -0500
Subject: [rt-users] HUGE memory usage
In-Reply-To: <200602131706.28718.giles.constant@wtg.cw.com>
References: <200602131706.28718.giles.constant@wtg.cw.com>
Message-ID: <43F0C1E3.6040104@vitamix.com>

That's strange.  Is the MySQL DB really large or something?  Is the 
ambient load average on the gentoo box high?

Giles Constant wrote:

>Hiya,
>
>I'm using rt 3.4.5 on gentoo, and I've tried both apache 1 and apache 2 
>through mod_perl and mod_fastcgi, and every time I click a link or button in 
>rt, it uses about 2 gigs of ram and takes about a minute of swapping to 
>process the click.  It's configured to use mysql.
>
>During this time, no strange errors are dumped, and various stracing doesn't 
>show anything suspicious.  I would provide more information than this, but 
>I'm running out of places to look.  Has anyone come across this?
>
>Thanks,
>
>Giles
>
>  
>




From vivek at khera.org  Mon Feb 13 12:31:59 2006
From: vivek at khera.org (Vivek Khera)
Date: Mon, 13 Feb 2006 12:31:59 -0500
Subject: [rt-users] Activate changes?
In-Reply-To: <43F0BB9B.6090206@vitamix.com>
References: <43F0BB9B.6090206@vitamix.com>
Message-ID: <CB205999-6256-4FD4-840C-653DC93E8193@khera.org>


On Feb 13, 2006, at 12:02 PM, Jason Fenner wrote:

> It looks like RT doesn't see changes to it's config files even  
> after httpd has been stopped and restarted.  What is the proper  
> procedure to get it to re-read it's config files?

are you sure you stopped + restarted or just did a "restart"?

and are you running mod_perl or something else?



From jfenner at vitamix.com  Mon Feb 13 12:32:25 2006
From: jfenner at vitamix.com (Jason Fenner)
Date: Mon, 13 Feb 2006 12:32:25 -0500
Subject: [rt-users] mailing list misconfigured
Message-ID: <43F0C2A9.60908@vitamix.com>

BTW:

Has anyone noticed that this mailing list is misconfigured?  When it 
sends you an email, it sets the "Reply-To" to the original sender's 
email address instead of the list's address.  So if you hit reply, it 
doesn't go back to the mailing list.  It'd be nice is the list admin 
could fix this for us :)



From jfenner at vitamix.com  Mon Feb 13 12:35:23 2006
From: jfenner at vitamix.com (Jason Fenner)
Date: Mon, 13 Feb 2006 12:35:23 -0500
Subject: [rt-users] Activate changes?
In-Reply-To: <CB205999-6256-4FD4-840C-653DC93E8193@khera.org>
References: <43F0BB9B.6090206@vitamix.com>
	<CB205999-6256-4FD4-840C-653DC93E8193@khera.org>
Message-ID: <43F0C35B.6000706@vitamix.com>

I've tried stopping and restarting  AND just doing a "restart".

I am running mod_perl

So, far RT is looking pretty "squirrely".  I can't get consistent 
behavior from it. 

Vivek Khera wrote:

>
> On Feb 13, 2006, at 12:02 PM, Jason Fenner wrote:
>
>> It looks like RT doesn't see changes to it's config files even  after 
>> httpd has been stopped and restarted.  What is the proper  procedure 
>> to get it to re-read it's config files?
>
>
> are you sure you stopped + restarted or just did a "restart"?
>
> and are you running mod_perl or something else?
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at 
> http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at 
> http://bestpractical.com/services/training.html
>




From giles.constant at wtg.cw.com  Mon Feb 13 12:36:27 2006
From: giles.constant at wtg.cw.com (Giles Constant)
Date: Mon, 13 Feb 2006 17:36:27 +0000
Subject: [rt-users] HUGE memory usage
In-Reply-To: <43F0C1E3.6040104@vitamix.com>
References: <200602131706.28718.giles.constant@wtg.cw.com>
	<43F0C1E3.6040104@vitamix.com>
Message-ID: <200602131736.27165.giles.constant@wtg.cw.com>

On Monday 13 February 2006 17:29, Jason Fenner wrote:
> That's strange.  Is the MySQL DB really large or something?  Is the
> ambient load average on the gentoo box high?

Nope - it's a fresh install with nothing but the auto-generated content in it.  
Load average is otherwise 0.0.

-- 
Giles Constant
Systems Programmer
C&W Web Technology Group

Tel +44 (0) 20 7339 8600
DDI +44 (0) 20 7339 8728


From jfenner at vitamix.com  Mon Feb 13 12:43:06 2006
From: jfenner at vitamix.com (Jason Fenner)
Date: Mon, 13 Feb 2006 12:43:06 -0500
Subject: [rt-users] Activate changes?
In-Reply-To: <43F0C35B.6000706@vitamix.com>
References: <43F0BB9B.6090206@vitamix.com>	<CB205999-6256-4FD4-840C-653DC93E8193@khera.org>
	<43F0C35B.6000706@vitamix.com>
Message-ID: <43F0C52A.8040707@vitamix.com>

Wow...I just verified....

I can put anything I want in /opt/rt3/local/lib/RT/User_Local.pm  and 
stop/start httpd  and no errors come out at all.  This guarantees that 
RT is not even reading in the file.

Jason Fenner wrote:

> I've tried stopping and restarting  AND just doing a "restart".
>
> I am running mod_perl
>
> So, far RT is looking pretty "squirrely".  I can't get consistent 
> behavior from it.
> Vivek Khera wrote:
>
>>
>> On Feb 13, 2006, at 12:02 PM, Jason Fenner wrote:
>>
>>> It looks like RT doesn't see changes to it's config files even  
>>> after httpd has been stopped and restarted.  What is the proper  
>>> procedure to get it to re-read it's config files?
>>
>>
>>
>> are you sure you stopped + restarted or just did a "restart"?
>>
>> and are you running mod_perl or something else?
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>
>> Download a free sample chapter of RT Essentials from O'Reilly Media 
>> at http://rtbook.bestpractical.com
>>
>> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>> San Francisco - Find out more at 
>> http://bestpractical.com/services/training.html
>>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at 
> http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at 
> http://bestpractical.com/services/training.html
>




From Ahalya_Nathan at mudnebr.com  Mon Feb 13 12:43:53 2006
From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya)
Date: Mon, 13 Feb 2006 11:43:53 -0600
Subject: [rt-users] Active Directory integration with RT3?
Message-ID: <D822A1AD37DDBB4CA20C434BA9BA10EF01A5DB21@MALCWH02.mud.com>

Check out this site by Nathan, Oyler:
http://blank.org/memory/output/rt-ad-sso.html

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



-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jason
Fenner
Sent: Monday, February 13, 2006 10:42 AM
To: RT-Users at lists.bestpractical.com
Subject: [rt-users] Active Directory integration with RT3?

Hello list:

I am looking to deploy RT for ticket tracking at my corp.  We need RT to

integrate into our existing Active Directory database of users for 
account creation and RT authentication.  I have been researching the RT 
wiki and found some references to LDAP Overlay, etc.  I have tried to 
implement several of them and so far have gotten zero positive results 
at all.  I can't even get unencrypted authentication to work.

The latest User_Local.pm that I am testing is from: 
http://www.justatheory.com/computers/programming/perl/rt/ldap_auth.html

I am getting the following error message:
[Mon Feb 13 16:19:14 2006] [critical]: GetExternalUserWithLDAP: Cannot 
bind to LDAP:  49
 (/opt/rt3/local/lib/RT/User_Local.pm:64)

My RT_Site_Config.pm looks like:

Set($LDAPExternalAuth , '1');
 $LdapServer="dc1.domain.com";
 $LdapUser="cn=Administrator,dc=domain,dc=com";
$LdapPass="adminpass";
 $LdapBase="dc=domain,dc=com";
 $LdapUidAttr="uid";
 $LdapFilter="(objectclass=*)";
 $LdapTLS = 0;
 $LdapGroup ="dc=domain,dc=com";
 $LdapGroupAttribute = 'uniqueMember';
 #$LdapSSLVersion = 3;

Does anyone have any idea what might be going wrong here? 
Has anyone gotten RT integrated with AD yet?
At the very least, can you point me to some accurate documentation?

Thanks a million!
Jason


_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O'Reilly Media at
http://rtbook.bestpractical.com

WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at
http://bestpractical.com/services/training.html


From andy at wildbrain.com  Mon Feb 13 12:52:12 2006
From: andy at wildbrain.com (Andy Moran)
Date: Mon, 13 Feb 2006 09:52:12 -0800
Subject: [rt-users] Activate changes?
In-Reply-To: <43F0C52A.8040707@vitamix.com>
References: <43F0BB9B.6090206@vitamix.com>	<CB205999-6256-4FD4-840C-653DC93E8193@khera.org>
	<43F0C35B.6000706@vitamix.com> <43F0C52A.8040707@vitamix.com>
Message-ID: <43F0C74C.8020607@wildbrain.com>


You should try clearing your Mason cache.   You'll find it in
/opt/rt3/var/mason_data.  Just do an

rm -rf /opt/rt3/var/mason_data/*

Then restart httpd and see if that worked.

--Andy

Jason Fenner wrote:
> Wow...I just verified....
>
> I can put anything I want in /opt/rt3/local/lib/RT/User_Local.pm  and 
> stop/start httpd  and no errors come out at all.  This guarantees that 
> RT is not even reading in the file.
>
> Jason Fenner wrote:
>
>   
>> I've tried stopping and restarting  AND just doing a "restart".
>>
>> I am running mod_perl
>>
>> So, far RT is looking pretty "squirrely".  I can't get consistent 
>> behavior from it.
>> Vivek Khera wrote:
>>
>>     
>>> On Feb 13, 2006, at 12:02 PM, Jason Fenner wrote:
>>>
>>>       
>>>> It looks like RT doesn't see changes to it's config files even  
>>>> after httpd has been stopped and restarted.  What is the proper  
>>>> procedure to get it to re-read it's config files?
>>>>         
>>>
>>> are you sure you stopped + restarted or just did a "restart"?
>>>
>>> and are you running mod_perl or something else?
>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>>
>>> Download a free sample chapter of RT Essentials from O'Reilly Media 
>>> at http://rtbook.bestpractical.com
>>>
>>> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>>> San Francisco - Find out more at 
>>> http://bestpractical.com/services/training.html
>>>
>>>       
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>
>> Download a free sample chapter of RT Essentials from O'Reilly Media at 
>> http://rtbook.bestpractical.com
>>
>> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>> San Francisco - Find out more at 
>> http://bestpractical.com/services/training.html
>>
>>     
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
>   



From Hossein.Rafighi at triumf.ca  Mon Feb 13 12:58:18 2006
From: Hossein.Rafighi at triumf.ca (Hossein Rafighi)
Date: Mon, 13 Feb 2006 09:58:18 -0800
Subject: [rt-users] Users can't see articles
Message-ID: <43F0C8BA.2010904@triumf.ca>

Hi,

Has anybody on the list been able to make RTFM and its articles visible 
to all users?
I have tried every rights (groups, queues, RTFM Global,...), but no luck!
Unless I set the "Let this user be granted rights" they don't see RTFM! 
Is this the way RTFM works?

Cheers,
Hossein

-- 
  _____  _____   _____  _   _  _   _  ____ Hossein Rafighi
 |_   _||  _  \ |_   _|| | | || \_/ ||  __|TRIUMF, 4004 Wesbrook Mall
   | |  | |_|  )  | |  | | | ||     || |__ Vancouver BC, Canada, V6T 2A3
   | |  |  _  /   | |  | \_/ || \_/ ||  __|Voice: (604) 222-1047
   | |  | | \ \  _| |_ |     || | | || |   Fax:   (604) 222-1074
   |_|  |_|  \_\|_____| \___/ |_| |_||_|   Website: http://www.triumf.ca



From jesse at bestpractical.com  Mon Feb 13 13:06:56 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 13 Feb 2006 13:06:56 -0500
Subject: [rt-users] HUGE memory usage
In-Reply-To: <200602131706.28718.giles.constant@wtg.cw.com>
References: <200602131706.28718.giles.constant@wtg.cw.com>
Message-ID: <20060213180656.GA4170@bestpractical.com>




On Mon, Feb 13, 2006 at 05:06:28PM +0000, Giles Constant wrote:
> Hiya,
> 
> I'm using rt 3.4.5 on gentoo, and I've tried both apache 1 and apache 2 
> through mod_perl and mod_fastcgi, and every time I click a link or button in 
> rt, it uses about 2 gigs of ram and takes about a minute of swapping to 
> process the click.  It's configured to use mysql.

That's _very_ strange. What processes specifically use two gigs of ram?
What do top and mytop (http://jeremy.zawodny.com/mysql/mytop/) say?

Jesse



From andy at wildbrain.com  Mon Feb 13 13:10:32 2006
From: andy at wildbrain.com (Andy Moran)
Date: Mon, 13 Feb 2006 10:10:32 -0800
Subject: [rt-users] Your ticket was stolen   in  RT 3.4.5
In-Reply-To: <43ECE845.4070201@wildbrain.com>
References: <43ECE845.4070201@wildbrain.com>
Message-ID: <43F0CB98.70209@wildbrain.com>


I'm adding rt-devel to this since I didn't get any response on
rt-users.  Also, I found an error so I think it has to do with the
$self->CurrentUser bit.  Here is the error I'm getting in /var/log/messages:

Feb 13 10:02:00 constantinople RT: error:    unexpected end of header  
(/usr/local/rt3/lib/RT/Template_Overlay.pm:369) 
Feb 13 10:02:00 constantinople RT: Template parsing error: Can't call
method "CurrentUser" on an undefined value at template line 1.  Stack:  
[template:1]   [/usr/local/rt3/lib/RT/Template_Overlay.pm:419]  
[/usr/local/rt3/lib/RT/Template_Overlay.pm:343]  
[/usr/local/rt3/lib/RT/Action/SendEmail.pm:112]  
[/usr/local/rt3/lib/RT/Action/Notify.pm:65]  
[/usr/local/rt3/lib/RT/ScripAction_Overlay.pm:233]  
[/usr/local/rt3/lib/RT/Scrip_Overlay.pm:478]  
[/usr/local/rt3/lib/RT/Scrips_Overlay.pm:236]  
[/usr/local/rt3/lib/RT/Transaction_Overlay.pm:162]  
[/usr/local/rt3/lib/RT/Record.pm:1438]  
[/usr/local/rt3/lib/RT/Ticket_Overlay.pm:3021]  
[/usr/local/rt3/lib/RT/Ticket_Overlay.pm:3086]  
[/usr/local/rt3/local/html/Ticket/Display.html:125]  
[/usr/local/rt3/share/html/autohandler:215] 
(/usr/local/rt3/lib/RT/Template_Overlay.pm:415) 
Feb 13 10:02:00 constantinople RT: error:    unexpected end of header  
(/usr/local/rt3/lib/RT/Template_Overlay.pm:369) 

I double checked with RT Essentials and the Template looks right.  Is
there an error in the RT Essentials code?   What should it say instead of:
my $old_owner = RT::User->new( $self->CurrentUser );

I think that's the line it's dying on.   Any help would be appreciated! 

Thanks.
--Andy

Andy Moran wrote:
> I'm trying to figure out why the "Your Ticket was Stolen" custom scrip
> isn't working for me.   I'm using the example from the RT Essentials
> book  using RT 3.4.5.
>
> The scrip uses Condition: User Defined, Action: Notify Other Recipients,
> Template: Custom Stolen Ticket
>
> Here is the custom condition:
>
> my $trans = $self->TransactionObj;
> return 0 unless $trans->Field eq 'Owner';
> return 1 if $trans->OldValue != RT::Nobody()->id();
> return 0;
>
>
> Here is the template:
>
> To: { my $old_owner = RT::User->new( $self->CurrentUser );
>       $old_owner->Load( $Transaction->OldValue );
>       $old_owner->EmailAddress() }
> Subject:  Ticket #{ $Ticket->Id() } taken by { $Ticket->OwnerObj->Name() }
>
> A ticket you owned:
>
>    { $Ticket->Subject() }
>
> has been taken by {$Ticket->OwnerObj->Name()}.
>
> { $RT::WebURL }Ticket/Display.html?id={ $Ticket->Id }
>
>
>
> Has the API changed since hte book was published?  Do I have a typo
> somewhere I cannot see?   There doesn't seem to be any complaints, just
> no email gets sent out.  Any help would be appreciated!
>
> --Andy
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
>   



From jfenner at vitamix.com  Mon Feb 13 13:13:05 2006
From: jfenner at vitamix.com (Jason Fenner)
Date: Mon, 13 Feb 2006 13:13:05 -0500
Subject: [rt-users] mailing list misconfigured
In-Reply-To: <20060213180153.GE28983@alsanet.us>
References: <43F0C2A9.60908@vitamix.com> <20060213180153.GE28983@alsanet.us>
Message-ID: <43F0CC31.3020105@vitamix.com>

That works too :)

David Bronson wrote:

>Many lists are configured this way. When you reply, just reply to all.
>
>DB
>
>On Mon, Feb 13, 2006 at 12:32:25PM -0500, Jason Fenner wrote:
>  
>
>>BTW:
>>
>>Has anyone noticed that this mailing list is misconfigured?  When it 
>>sends you an email, it sets the "Reply-To" to the original sender's 
>>email address instead of the list's address.  So if you hit reply, it 
>>doesn't go back to the mailing list.  It'd be nice is the list admin 
>>could fix this for us :)
>>
>>_______________________________________________
>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>
>>Download a free sample chapter of RT Essentials from O'Reilly Media at 
>>http://rtbook.bestpractical.com
>>
>>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>>San Francisco - Find out more at 
>>http://bestpractical.com/services/training.html
>>
>>
>>    
>>




From dave at frankandbeans.org  Mon Feb 13 13:17:10 2006
From: dave at frankandbeans.org (Dave Surmon)
Date: Mon, 13 Feb 2006 12:17:10 -0600
Subject: [rt-users] import users
Message-ID: <15A56185-6ACB-42A3-ACC8-8A0A2088A9B3@frankandbeans.org>

I would like to import existing users within our Active Server  
Directory into Request Tracker.  Once there I will then authenticate  
from Apache.  I found this great link (http://www.gossamer- 
threads.com/lists/rt/users/17084?search_string=ldap%20user;#17084)  
with a tar attachment (rtimportldap.tar) that does just the thing but  
it's now more than three years old.  Is it still valid or has  
something else come along to replace it?

Thanks!




From jfenner at vitamix.com  Mon Feb 13 13:17:28 2006
From: jfenner at vitamix.com (Jason Fenner)
Date: Mon, 13 Feb 2006 13:17:28 -0500
Subject: [rt-users] Activate changes?
In-Reply-To: <43F0C74C.8020607@wildbrain.com>
References: <43F0BB9B.6090206@vitamix.com>	<CB205999-6256-4FD4-840C-653DC93E8193@khera.org>
	<43F0C35B.6000706@vitamix.com> <43F0C52A.8040707@vitamix.com>
	<43F0C74C.8020607@wildbrain.com>
Message-ID: <43F0CD38.8060102@vitamix.com>

OK, tried that....still no go.

How do you get RT to load /opt/rt3/local/lib/RT/User_Local.pm?
On apache restart, mod_perl isn't even parsing it.

Andy Moran wrote:

>You should try clearing your Mason cache.   You'll find it in
>/opt/rt3/var/mason_data.  Just do an
>
>rm -rf /opt/rt3/var/mason_data/*
>
>Then restart httpd and see if that worked.
>
>--Andy
>
>Jason Fenner wrote:
>  
>
>>Wow...I just verified....
>>
>>I can put anything I want in /opt/rt3/local/lib/RT/User_Local.pm  and 
>>stop/start httpd  and no errors come out at all.  This guarantees that 
>>RT is not even reading in the file.
>>
>>Jason Fenner wrote:
>>
>>  
>>    
>>
>>>I've tried stopping and restarting  AND just doing a "restart".
>>>
>>>I am running mod_perl
>>>
>>>So, far RT is looking pretty "squirrely".  I can't get consistent 
>>>behavior from it.
>>>Vivek Khera wrote:
>>>
>>>    
>>>      
>>>
>>>>On Feb 13, 2006, at 12:02 PM, Jason Fenner wrote:
>>>>
>>>>      
>>>>        
>>>>
>>>>>It looks like RT doesn't see changes to it's config files even  
>>>>>after httpd has been stopped and restarted.  What is the proper  
>>>>>procedure to get it to re-read it's config files?
>>>>>        
>>>>>          
>>>>>
>>>>are you sure you stopped + restarted or just did a "restart"?
>>>>
>>>>and are you running mod_perl or something else?
>>>>
>>>>_______________________________________________
>>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>
>>>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>>>
>>>>Download a free sample chapter of RT Essentials from O'Reilly Media 
>>>>at http://rtbook.bestpractical.com
>>>>
>>>>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>>>>San Francisco - Find out more at 
>>>>http://bestpractical.com/services/training.html
>>>>
>>>>      
>>>>        
>>>>
>>>_______________________________________________
>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>>
>>>Download a free sample chapter of RT Essentials from O'Reilly Media at 
>>>http://rtbook.bestpractical.com
>>>
>>>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>>>San Francisco - Find out more at 
>>>http://bestpractical.com/services/training.html
>>>
>>>    
>>>      
>>>
>>_______________________________________________
>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>
>>Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>>
>>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>>San Francisco - Find out more at http://bestpractical.com/services/training.html
>>  
>>    
>>
>
>
>  
>




From jesse at bestpractical.com  Mon Feb 13 13:23:09 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 13 Feb 2006 13:23:09 -0500
Subject: [rt-users] Activate changes?
In-Reply-To: <43F0CD38.8060102@vitamix.com>
References: <43F0BB9B.6090206@vitamix.com>
	<CB205999-6256-4FD4-840C-653DC93E8193@khera.org>
	<43F0C35B.6000706@vitamix.com> <43F0C52A.8040707@vitamix.com>
	<43F0C74C.8020607@wildbrain.com> <43F0CD38.8060102@vitamix.com>
Message-ID: <20060213182309.GD4170@bestpractical.com>




On Mon, Feb 13, 2006 at 01:17:28PM -0500, Jason Fenner wrote:
> OK, tried that....still no go.
> 
> How do you get RT to load /opt/rt3/local/lib/RT/User_Local.pm?
> On apache restart, mod_perl isn't even parsing it.

First guess: permissions.


From jfenner at vitamix.com  Mon Feb 13 13:24:51 2006
From: jfenner at vitamix.com (Jason Fenner)
Date: Mon, 13 Feb 2006 13:24:51 -0500
Subject: [rt-users] Activate changes?
In-Reply-To: <20060213182309.GD4170@bestpractical.com>
References: <43F0BB9B.6090206@vitamix.com>
	<CB205999-6256-4FD4-840C-653DC93E8193@khera.org>
	<43F0C35B.6000706@vitamix.com> <43F0C52A.8040707@vitamix.com>
	<43F0C74C.8020607@wildbrain.com> <43F0CD38.8060102@vitamix.com>
	<20060213182309.GD4170@bestpractical.com>
Message-ID: <43F0CEF3.8040505@vitamix.com>

The file is world readable and world writable.  I noticed while trying 
to log into RT and monitoring the log output, User_Local.pm was 
sometimes being hit and sometimes not....very strange.  It has me puzzeled.

Jesse Vincent wrote:

>
>On Mon, Feb 13, 2006 at 01:17:28PM -0500, Jason Fenner wrote:
>  
>
>>OK, tried that....still no go.
>>
>>How do you get RT to load /opt/rt3/local/lib/RT/User_Local.pm?
>>On apache restart, mod_perl isn't even parsing it.
>>    
>>
>
>First guess: permissions.
>
>  
>




From nixon at nsc.liu.se  Mon Feb 13 13:04:28 2006
From: nixon at nsc.liu.se (Leif Nixon)
Date: Mon, 13 Feb 2006 19:04:28 +0100
Subject: [rt-users] mailing list misconfigured
In-Reply-To: <43F0C2A9.60908@vitamix.com> (Jason Fenner's message of "Mon,
	13 Feb 2006 12:32:25 -0500")
References: <43F0C2A9.60908@vitamix.com>
Message-ID: <m3r767jftf.fsf@nammatj.nsc.liu.se>

Jason Fenner <jfenner at vitamix.com> writes:

> Has anyone noticed that this mailing list is misconfigured?  When it
> sends you an email, it sets the "Reply-To" to the original sender's
> email address instead of the list's address.

No, the list doesn't set a Reply-To header at all. This is popularly
considered to be a good thing.

http://www.unicom.com/pw/reply-to-harmful.html

-- 
Leif Nixon                       -            Systems expert
------------------------------------------------------------
National Supercomputer Centre    -      Linkoping University
------------------------------------------------------------


From dbron at alsanet.us  Mon Feb 13 13:01:53 2006
From: dbron at alsanet.us (David Bronson)
Date: Mon, 13 Feb 2006 13:01:53 -0500
Subject: [rt-users] mailing list misconfigured
In-Reply-To: <43F0C2A9.60908@vitamix.com>
References: <43F0C2A9.60908@vitamix.com>
Message-ID: <20060213180153.GE28983@alsanet.us>

Many lists are configured this way. When you reply, just reply to all.

DB

On Mon, Feb 13, 2006 at 12:32:25PM -0500, Jason Fenner wrote:
> BTW:
> 
> Has anyone noticed that this mailing list is misconfigured?  When it 
> sends you an email, it sets the "Reply-To" to the original sender's 
> email address instead of the list's address.  So if you hit reply, it 
> doesn't go back to the mailing list.  It'd be nice is the list admin 
> could fix this for us :)
> 
> _______________________________________________
> 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
> 
> 
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From jfenner at vitamix.com  Mon Feb 13 13:28:48 2006
From: jfenner at vitamix.com (Jason Fenner)
Date: Mon, 13 Feb 2006 13:28:48 -0500
Subject: [rt-users] mailing list misconfigured
In-Reply-To: <m3r767jftf.fsf@nammatj.nsc.liu.se>
References: <43F0C2A9.60908@vitamix.com> <m3r767jftf.fsf@nammatj.nsc.liu.se>
Message-ID: <43F0CFE0.2060705@vitamix.com>

That's strange...

I use Thunderbird for mail reading.  If I say "view full headers", it 
shows that in deed the "Reply-To" IS set.  Your mail reader doesn't show 
this?

Leif Nixon wrote:

>Jason Fenner <jfenner at vitamix.com> writes:
>
>  
>
>>Has anyone noticed that this mailing list is misconfigured?  When it
>>sends you an email, it sets the "Reply-To" to the original sender's
>>email address instead of the list's address.
>>    
>>
>
>No, the list doesn't set a Reply-To header at all. This is popularly
>considered to be a good thing.
>
>http://www.unicom.com/pw/reply-to-harmful.html
>
>  
>




From jfenner at vitamix.com  Mon Feb 13 13:29:18 2006
From: jfenner at vitamix.com (Jason Fenner)
Date: Mon, 13 Feb 2006 13:29:18 -0500
Subject: [rt-users] Activate changes?
In-Reply-To: <43F0CEF3.8040505@vitamix.com>
References: <43F0BB9B.6090206@vitamix.com>	<CB205999-6256-4FD4-840C-653DC93E8193@khera.org>	<43F0C35B.6000706@vitamix.com>
	<43F0C52A.8040707@vitamix.com>	<43F0C74C.8020607@wildbrain.com>
	<43F0CD38.8060102@vitamix.com>	<20060213182309.GD4170@bestpractical.com>
	<43F0CEF3.8040505@vitamix.com>
Message-ID: <43F0CFFE.7020607@vitamix.com>

Oh...AND world executable.

Jason Fenner wrote:

> The file is world readable and world writable.  I noticed while trying 
> to log into RT and monitoring the log output, User_Local.pm was 
> sometimes being hit and sometimes not....very strange.  It has me 
> puzzeled.
>
> Jesse Vincent wrote:
>
>>
>> On Mon, Feb 13, 2006 at 01:17:28PM -0500, Jason Fenner wrote:
>>  
>>
>>> OK, tried that....still no go.
>>>
>>> How do you get RT to load /opt/rt3/local/lib/RT/User_Local.pm?
>>> On apache restart, mod_perl isn't even parsing it.
>>>   
>>
>>
>> First guess: permissions.
>>
>>  
>>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at 
> http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at 
> http://bestpractical.com/services/training.html
>




From jfenner at vitamix.com  Mon Feb 13 13:32:12 2006
From: jfenner at vitamix.com (Jason Fenner)
Date: Mon, 13 Feb 2006 13:32:12 -0500
Subject: [rt-users] Active Directory integration with RT3?
In-Reply-To: <D822A1AD37DDBB4CA20C434BA9BA10EF01A5DB21@MALCWH02.mud.com>
References: <D822A1AD37DDBB4CA20C434BA9BA10EF01A5DB21@MALCWH02.mud.com>
Message-ID: <43F0D0AC.5090308@vitamix.com>

Yea, I tried that one too...but NTLM doesn't appear to work with 
apache2...the article was written with apache1.  Have you gotten this to 
work without relying on NTLM?

Nathan, Ahalya wrote:

>Check out this site by Nathan, Oyler:
>http://blank.org/memory/output/rt-ad-sso.html
>
>Ahalya Nathan
>Senior Programmer / Analyst
>Information Technology, Metropolitan Utilities District 
>(402) 504-7180 phone
>(402) 504-5180 fax
>
>
>
>-----Original Message-----
>From: rt-users-bounces at lists.bestpractical.com
>[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jason
>Fenner
>Sent: Monday, February 13, 2006 10:42 AM
>To: RT-Users at lists.bestpractical.com
>Subject: [rt-users] Active Directory integration with RT3?
>
>Hello list:
>
>I am looking to deploy RT for ticket tracking at my corp.  We need RT to
>
>integrate into our existing Active Directory database of users for 
>account creation and RT authentication.  I have been researching the RT 
>wiki and found some references to LDAP Overlay, etc.  I have tried to 
>implement several of them and so far have gotten zero positive results 
>at all.  I can't even get unencrypted authentication to work.
>
>The latest User_Local.pm that I am testing is from: 
>http://www.justatheory.com/computers/programming/perl/rt/ldap_auth.html
>
>I am getting the following error message:
>[Mon Feb 13 16:19:14 2006] [critical]: GetExternalUserWithLDAP: Cannot 
>bind to LDAP:  49
> (/opt/rt3/local/lib/RT/User_Local.pm:64)
>
>My RT_Site_Config.pm looks like:
>
>Set($LDAPExternalAuth , '1');
> $LdapServer="dc1.domain.com";
> $LdapUser="cn=Administrator,dc=domain,dc=com";
>$LdapPass="adminpass";
> $LdapBase="dc=domain,dc=com";
> $LdapUidAttr="uid";
> $LdapFilter="(objectclass=*)";
> $LdapTLS = 0;
> $LdapGroup ="dc=domain,dc=com";
> $LdapGroupAttribute = 'uniqueMember';
> #$LdapSSLVersion = 3;
>
>Does anyone have any idea what might be going wrong here? 
>Has anyone gotten RT integrated with AD yet?
>At the very least, can you point me to some accurate documentation?
>
>Thanks a million!
>Jason
>
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
>Download a free sample chapter of RT Essentials from O'Reilly Media at
>http://rtbook.bestpractical.com
>
>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>San Francisco - Find out more at
>http://bestpractical.com/services/training.html
>
>  
>




From jfenner at vitamix.com  Mon Feb 13 13:33:54 2006
From: jfenner at vitamix.com (Jason Fenner)
Date: Mon, 13 Feb 2006 13:33:54 -0500
Subject: [rt-users] import users
In-Reply-To: <15A56185-6ACB-42A3-ACC8-8A0A2088A9B3@frankandbeans.org>
References: <15A56185-6ACB-42A3-ACC8-8A0A2088A9B3@frankandbeans.org>
Message-ID: <43F0D112.4000007@vitamix.com>

Why not jsut authenticate against the ADS server live?

Dave Surmon wrote:

> I would like to import existing users within our Active Server  
> Directory into Request Tracker.  Once there I will then authenticate  
> from Apache.  I found this great link (http://www.gossamer- 
> threads.com/lists/rt/users/17084?search_string=ldap%20user;#17084)  
> with a tar attachment (rtimportldap.tar) that does just the thing but  
> it's now more than three years old.  Is it still valid or has  
> something else come along to replace it?
>
> Thanks!
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at 
> http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at 
> http://bestpractical.com/services/training.html
>




From dave at frankandbeans.org  Mon Feb 13 13:39:59 2006
From: dave at frankandbeans.org (Dave Surmon)
Date: Mon, 13 Feb 2006 12:39:59 -0600
Subject: [rt-users] import users
In-Reply-To: <43F0D112.4000007@vitamix.com>
References: <15A56185-6ACB-42A3-ACC8-8A0A2088A9B3@frankandbeans.org>
	<43F0D112.4000007@vitamix.com>
Message-ID: <B47D3E09-50F6-4161-AC3F-9AA2E51C1C8A@frankandbeans.org>

because I want users and their information within RT and I need them  
within RT before the creation of tickets.

On Feb 13, 2006, at 12:33 PM, Jason Fenner wrote:

> Why not jsut authenticate against the ADS server live?
>
> Dave Surmon wrote:
>
>> I would like to import existing users within our Active Server   
>> Directory into Request Tracker.  Once there I will then  
>> authenticate  from Apache.  I found this great link (http:// 
>> www.gossamer- threads.com/lists/rt/users/17084?search_string=ldap% 
>> 20user;#17084)  with a tar attachment (rtimportldap.tar) that does  
>> just the thing but  it's now more than three years old.  Is it  
>> still valid or has  something else come along to replace it?
>>
>> Thanks!
>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>
>> Download a free sample chapter of RT Essentials from O'Reilly  
>> Media at http://rtbook.bestpractical.com
>>
>> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>> San Francisco - Find out more at http://bestpractical.com/services/ 
>> training.html
>>
>
>
>



From jfenner at vitamix.com  Mon Feb 13 13:54:52 2006
From: jfenner at vitamix.com (Jason Fenner)
Date: Mon, 13 Feb 2006 13:54:52 -0500
Subject: [rt-users] import users
In-Reply-To: <B47D3E09-50F6-4161-AC3F-9AA2E51C1C8A@frankandbeans.org>
References: <15A56185-6ACB-42A3-ACC8-8A0A2088A9B3@frankandbeans.org>
	<43F0D112.4000007@vitamix.com>
	<B47D3E09-50F6-4161-AC3F-9AA2E51C1C8A@frankandbeans.org>
Message-ID: <43F0D5FC.2080908@vitamix.com>

This would do that for you, wouldn't it?

http://blank.org/memory/output/rt-ad-sso.html

Dave Surmon wrote:

> because I want users and their information within RT and I need them  
> within RT before the creation of tickets.
>
> On Feb 13, 2006, at 12:33 PM, Jason Fenner wrote:
>
>> Why not jsut authenticate against the ADS server live?
>>
>> Dave Surmon wrote:
>>
>>> I would like to import existing users within our Active Server   
>>> Directory into Request Tracker.  Once there I will then  
>>> authenticate  from Apache.  I found this great link (http:// 
>>> www.gossamer- threads.com/lists/rt/users/17084?search_string=ldap% 
>>> 20user;#17084)  with a tar attachment (rtimportldap.tar) that does  
>>> just the thing but  it's now more than three years old.  Is it  
>>> still valid or has  something else come along to replace it?
>>>
>>> Thanks!
>>>
>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>>
>>> Download a free sample chapter of RT Essentials from O'Reilly  Media 
>>> at http://rtbook.bestpractical.com
>>>
>>> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>>> San Francisco - Find out more at http://bestpractical.com/services/ 
>>> training.html
>>>
>>
>>
>>
>
>




From nixon at nsc.liu.se  Mon Feb 13 13:56:38 2006
From: nixon at nsc.liu.se (Leif Nixon)
Date: Mon, 13 Feb 2006 19:56:38 +0100
Subject: [rt-users] mailing list misconfigured
In-Reply-To: <43F0CFE0.2060705@vitamix.com> (Jason Fenner's message of "Mon,
	13 Feb 2006 13:28:48 -0500")
References: <43F0C2A9.60908@vitamix.com> <m3r767jftf.fsf@nammatj.nsc.liu.se>
	<43F0CFE0.2060705@vitamix.com>
Message-ID: <m3mzgvjdeh.fsf@nammatj.nsc.liu.se>

Jason Fenner <jfenner at vitamix.com> writes:

> I use Thunderbird for mail reading.  If I say "view full headers", it 
> shows that in deed the "Reply-To" IS set.  Your mail reader doesn't show 
> this?

No, the list mails I receive do not contain Reply-To headers. I don't
think this is configurable per user in Mailman, so Thunderbird is
probably playing tricks on you.

Anyway, let's drop this, it's off topic.

-- 
Leif Nixon                       -            Systems expert
------------------------------------------------------------
National Supercomputer Centre    -      Linkoping University
------------------------------------------------------------


From jesse at bestpractical.com  Mon Feb 13 15:01:23 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 13 Feb 2006 15:01:23 -0500
Subject: [rt-users] Your ticket was stolen   in  RT 3.4.5
In-Reply-To: <43F0CB98.70209@wildbrain.com>
References: <43ECE845.4070201@wildbrain.com> <43F0CB98.70209@wildbrain.com>
Message-ID: <20060213200123.GJ4170@bestpractical.com>




On Mon, Feb 13, 2006 at 10:10:32AM -0800, Andy Moran wrote:
> 
> I'm adding rt-devel to this since I didn't get any response on
> rt-users.  Also, I found an error so I think it has to do with the
> $self->CurrentUser bit.  Here is the error I'm getting in /var/log/messages:
> 
> Feb 13 10:02:00 constantinople RT: error:    unexpected end of header  
> (/usr/local/rt3/lib/RT/Template_Overlay.pm:369) 
> Feb 13 10:02:00 constantinople RT: Template parsing error: Can't call
> method "CurrentUser" on an undefined value at template line 1.  Stack:  
> [template:1]   [/usr/local/rt3/lib/RT/Template_Overlay.pm:419]  
> [/usr/local/rt3/lib/RT/Template_Overlay.pm:343]  
> [/usr/local/rt3/lib/RT/Action/SendEmail.pm:112]  
> [/usr/local/rt3/lib/RT/Action/Notify.pm:65]  
> [/usr/local/rt3/lib/RT/ScripAction_Overlay.pm:233]  
> [/usr/local/rt3/lib/RT/Scrip_Overlay.pm:478]  
> [/usr/local/rt3/lib/RT/Scrips_Overlay.pm:236]  
> [/usr/local/rt3/lib/RT/Transaction_Overlay.pm:162]  
> [/usr/local/rt3/lib/RT/Record.pm:1438]  
> [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:3021]  
> [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:3086]  
> [/usr/local/rt3/local/html/Ticket/Display.html:125]  
> [/usr/local/rt3/share/html/autohandler:215] 
> (/usr/local/rt3/lib/RT/Template_Overlay.pm:415) 
> Feb 13 10:02:00 constantinople RT: error:    unexpected end of header  
> (/usr/local/rt3/lib/RT/Template_Overlay.pm:369) 
> 
> I double checked with RT Essentials and the Template looks right.  Is
> there an error in the RT Essentials code?   What should it say instead of:
> my $old_owner = RT::User->new( $self->CurrentUser );

$self there sounds suspect. I'd expect $TemplateObj or somesuch.

> 
> I think that's the line it's dying on.   Any help would be appreciated! 
> 
> Thanks.
> --Andy
> 
> Andy Moran wrote:
> > I'm trying to figure out why the "Your Ticket was Stolen" custom scrip
> > isn't working for me.   I'm using the example from the RT Essentials
> > book  using RT 3.4.5.
> >
> > The scrip uses Condition: User Defined, Action: Notify Other Recipients,
> > Template: Custom Stolen Ticket
> >
> > Here is the custom condition:
> >
> > my $trans = $self->TransactionObj;
> > return 0 unless $trans->Field eq 'Owner';
> > return 1 if $trans->OldValue != RT::Nobody()->id();
> > return 0;
> >
> >
> > Here is the template:
> >
> > To: { my $old_owner = RT::User->new( $self->CurrentUser );
> >       $old_owner->Load( $Transaction->OldValue );
> >       $old_owner->EmailAddress() }
> > Subject:  Ticket #{ $Ticket->Id() } taken by { $Ticket->OwnerObj->Name() }
> >
> > A ticket you owned:
> >
> >    { $Ticket->Subject() }
> >
> > has been taken by {$Ticket->OwnerObj->Name()}.
> >
> > { $RT::WebURL }Ticket/Display.html?id={ $Ticket->Id }
> >
> >
> >
> > Has the API changed since hte book was published?  Do I have a typo
> > somewhere I cannot see?   There doesn't seem to be any complaints, just
> > no email gets sent out.  Any help would be appreciated!
> >
> > --Andy
> >
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >
> > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> >
> > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> > San Francisco - Find out more at http://bestpractical.com/services/training.html
> >   
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
> 

-- 


From andy at wildbrain.com  Mon Feb 13 16:29:51 2006
From: andy at wildbrain.com (Andy Moran)
Date: Mon, 13 Feb 2006 13:29:51 -0800
Subject: [rt-users] Your ticket was stolen   in  RT 3.4.5
In-Reply-To: <20060213200123.GJ4170@bestpractical.com>
References: <43ECE845.4070201@wildbrain.com> <43F0CB98.70209@wildbrain.com>
	<20060213200123.GJ4170@bestpractical.com>
Message-ID: <43F0FA4F.7080902@wildbrain.com>

Jesse Vincent wrote:
> $self there sounds suspect. I'd expect $TemplateObj or somesuch.
>
>
>
>   

You tell me, it's from your book ^_^ 

It was in the template for Your Ticket was stolen.  Here is the full
template:

To: { my $old_owner = RT::User->new( $self->CurrentUser );
      $old_owner->Load( $Transaction->OldValue );
      $old_owner->EmailAddress() }
Subject:  Ticket #{ $Ticket->Id() } taken by { $Ticket->OwnerObj->Name() }

A ticket you owned:

   { $Ticket->Subject() }

has been taken by {$Ticket->OwnerObj->Name()}.

{ $RT::WebURL }Ticket/Display.html?id={ $Ticket->Id }



Does it need to be updated?   I can try $templateObj->CurrentUser  there
if that is the correct thing to do.
Cheers!

--Andy
> On Mon, Feb 13, 2006 at 10:10:32AM -0800, Andy Moran wrote:
>   
>> I'm adding rt-devel to this since I didn't get any response on
>> rt-users.  Also, I found an error so I think it has to do with the
>> $self->CurrentUser bit.  Here is the error I'm getting in /var/log/messages:
>>
>> Feb 13 10:02:00 constantinople RT: error:    unexpected end of header  
>> (/usr/local/rt3/lib/RT/Template_Overlay.pm:369) 
>> Feb 13 10:02:00 constantinople RT: Template parsing error: Can't call
>> method "CurrentUser" on an undefined value at template line 1.  Stack:  
>> [template:1]   [/usr/local/rt3/lib/RT/Template_Overlay.pm:419]  
>> [/usr/local/rt3/lib/RT/Template_Overlay.pm:343]  
>> [/usr/local/rt3/lib/RT/Action/SendEmail.pm:112]  
>> [/usr/local/rt3/lib/RT/Action/Notify.pm:65]  
>> [/usr/local/rt3/lib/RT/ScripAction_Overlay.pm:233]  
>> [/usr/local/rt3/lib/RT/Scrip_Overlay.pm:478]  
>> [/usr/local/rt3/lib/RT/Scrips_Overlay.pm:236]  
>> [/usr/local/rt3/lib/RT/Transaction_Overlay.pm:162]  
>> [/usr/local/rt3/lib/RT/Record.pm:1438]  
>> [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:3021]  
>> [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:3086]  
>> [/usr/local/rt3/local/html/Ticket/Display.html:125]  
>> [/usr/local/rt3/share/html/autohandler:215] 
>> (/usr/local/rt3/lib/RT/Template_Overlay.pm:415) 
>> Feb 13 10:02:00 constantinople RT: error:    unexpected end of header  
>> (/usr/local/rt3/lib/RT/Template_Overlay.pm:369) 
>>
>> I double checked with RT Essentials and the Template looks right.  Is
>> there an error in the RT Essentials code?   What should it say instead of:
>> my $old_owner = RT::User->new( $self->CurrentUser );
>>     
>
>   
>> I think that's the line it's dying on.   Any help would be appreciated! 
>>
>> Thanks.
>> --Andy
>>
>> Andy Moran wrote:
>>     
>>> I'm trying to figure out why the "Your Ticket was Stolen" custom scrip
>>> isn't working for me.   I'm using the example from the RT Essentials
>>> book  using RT 3.4.5.
>>>
>>> The scrip uses Condition: User Defined, Action: Notify Other Recipients,
>>> Template: Custom Stolen Ticket
>>>
>>> Here is the custom condition:
>>>
>>> my $trans = $self->TransactionObj;
>>> return 0 unless $trans->Field eq 'Owner';
>>> return 1 if $trans->OldValue != RT::Nobody()->id();
>>> return 0;
>>>
>>>
>>> Here is the template:
>>>
>>> To: { my $old_owner = RT::User->new( $self->CurrentUser );
>>>       $old_owner->Load( $Transaction->OldValue );
>>>       $old_owner->EmailAddress() }
>>> Subject:  Ticket #{ $Ticket->Id() } taken by { $Ticket->OwnerObj->Name() }
>>>
>>> A ticket you owned:
>>>
>>>    { $Ticket->Subject() }
>>>
>>> has been taken by {$Ticket->OwnerObj->Name()}.
>>>
>>> { $RT::WebURL }Ticket/Display.html?id={ $Ticket->Id }
>>>
>>>
>>>
>>> Has the API changed since hte book was published?  Do I have a typo
>>> somewhere I cannot see?   There doesn't seem to be any complaints, just
>>> no email gets sent out.  Any help would be appreciated!
>>>
>>> --Andy
>>>
>>>       


From AMyers at abacus-us.com  Mon Feb 13 16:38:21 2006
From: AMyers at abacus-us.com (Myers, Adam)
Date: Mon, 13 Feb 2006 14:38:21 -0700
Subject: [rt-users] Your ticket was stolen   in  RT 3.4.5
Message-ID: <205D20196806AE41A9D8A9E982659E27036C0DF2@THN-EXCLS2.dc1.doubleclick.corp>

I had to change '$self->CurrentUser' to '$RT::System' and it works fine
for me.

Adam
---------------------------------
To: {my $old_owner = RT::User->new($RT::System);
      $old_owner->Load($Transaction->OldValue);
      $old_owner->EmailAddress()}
Subject: Ticket #{$Ticket->Id()} taken by {$Ticket->OwnerObj->Name()}

A ticket you owned:

   "{$Ticket->Subject()}"

has been taken by {$Ticket->OwnerObj->Name()}

{$RT::WebURL}Ticket/Display.html?id={$Ticket->Id()}
-------------------------------------------
* NOTE: This message is intended only for the use of the individual or entity to whom it is addressed and contains information that is privileged, confidential and exempt from disclosure. If the reader of this message is not the intended recipient or an employee or agent responsible for delivering the message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify me immediately via reply e-mail and please delete this communication.


From Ahalya_Nathan at mudnebr.com  Mon Feb 13 16:39:37 2006
From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya)
Date: Mon, 13 Feb 2006 15:39:37 -0600
Subject: [rt-users] Why does RT crash with RT::Attribute::Name?
Message-ID: <D822A1AD37DDBB4CA20C434BA9BA10EF01A5DB28@MALCWH02.mud.com>

Jesse,
Do you think that the 1.35 version of DBIx/SearchBuilder caused RT to
crash? Do I need to upgrade it?

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



-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nathan,
Ahalya
Sent: Monday, February 13, 2006 9:16 AM
To: Jesse Vincent
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Why does RT crash with RT::Attribute::Name?

This is a more detailed description that I got from the log:

Scrip Prepare 41 died. - RT::Attribute::Name Unimplemented in
RT::Attributes. (/usr/local/rt/lib/RT/Attributes_Overlay.pm line 81)

Stack:
 
[/usr/local/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Record.pm:496]
  [/usr/local/rt/lib/RT/Attributes_Overlay.pm:81]
  [/usr/local/rt/lib/RT/Attributes_Overlay.pm:73]
  [/usr/local/rt/lib/RT/Attributes_Overlay.pm:88]
  [/usr/local/rt/lib/RT/Attributes_Overlay.pm:119]
  [/usr/local/rt/local/lib/RT/Ticket_Overlay.pm:1624]
  [/usr/local/rt/lib/RT/Action/SendEmail.pm:563]
  [/usr/local/rt/lib/RT/Action/SendEmail.pm:126]
  [/usr/local/rt/lib/RT/Action/Notify.pm:65]
  [/usr/local/rt/lib/RT/ScripAction_Overlay.pm:233]
  [/usr/local/rt/lib/RT/Scrip_Overlay.pm:478]
  [/usr/local/rt/lib/RT/Scrips_Overlay.pm:236]
  [/usr/local/rt/local/lib/RT/Transaction_Overlay.pm:169]
  [/usr/local/rt/lib/RT/Record.pm:1431]
  [/usr/local/rt/local/lib/RT/Ticket_Overlay.pm:3052]
  [/usr/local/rt/lib/RT/Interface/Web.pm:1096]
  [/usr/local/rt/share/html/Ticket/ModifyAll.html:178]
  [/usr/local/rt/local/html/autohandler:194]
 (/usr/local/rt/lib/RT/Scrip_Overlay.pm:481)

It says the scrip prepare died, what does that mean?

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



-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nathan,
Ahalya
Sent: Monday, February 13, 2006 9:05 AM
To: Stephen Turner; Jesse Vincent
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Why does RT crash with RT::Attribute::Name?

Thanks Steve, I found it. Jesse, the version that I am running is 1.35.

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



-----Original Message-----
From: Stephen Turner [mailto:sturner at MIT.EDU] 
Sent: Monday, February 13, 2006 9:01 AM
To: Nathan, Ahalya; Jesse Vincent
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Why does RT crash with RT::Attribute::Name?

At Monday 2/13/2006 09:34 AM, Nathan, Ahalya wrote:
>How do I find which version I am running?

If you look in DBIx/SearchBuilder.pm under your perl installation, the 
version is near the top of the file.

Steve 

_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O'Reilly Media at
http://rtbook.bestpractical.com

WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at
http://bestpractical.com/services/training.html
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O'Reilly Media at
http://rtbook.bestpractical.com

WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at
http://bestpractical.com/services/training.html


From jesse at bestpractical.com  Mon Feb 13 16:44:32 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 13 Feb 2006 16:44:32 -0500
Subject: [rt-users] Why does RT crash with RT::Attribute::Name?
In-Reply-To: <D822A1AD37DDBB4CA20C434BA9BA10EF01A5DB28@MALCWH02.mud.com>
References: <D822A1AD37DDBB4CA20C434BA9BA10EF01A5DB28@MALCWH02.mud.com>
Message-ID: <20060213214432.GQ4170@bestpractical.com>




On Mon, Feb 13, 2006 at 03:39:37PM -0600, Nathan, Ahalya wrote:
> Jesse,
> Do you think that the 1.35 version of DBIx/SearchBuilder caused RT to
> crash? Do I need to upgrade it?

It'd be interesting to know if you still see this issue with 1.38

> 
> Thanks,
> Ahalya Nathan
> Senior Programmer / Analyst
> Information Technology, Metropolitan Utilities District 
> (402) 504-7180 phone
> (402) 504-5180 fax
> 
> 
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nathan,
> Ahalya
> Sent: Monday, February 13, 2006 9:16 AM
> To: Jesse Vincent
> Cc: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] Why does RT crash with RT::Attribute::Name?
> 
> This is a more detailed description that I got from the log:
> 
> Scrip Prepare 41 died. - RT::Attribute::Name Unimplemented in
> RT::Attributes. (/usr/local/rt/lib/RT/Attributes_Overlay.pm line 81)
> 
> Stack:
>  
> [/usr/local/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Record.pm:496]
>   [/usr/local/rt/lib/RT/Attributes_Overlay.pm:81]
>   [/usr/local/rt/lib/RT/Attributes_Overlay.pm:73]
>   [/usr/local/rt/lib/RT/Attributes_Overlay.pm:88]
>   [/usr/local/rt/lib/RT/Attributes_Overlay.pm:119]
>   [/usr/local/rt/local/lib/RT/Ticket_Overlay.pm:1624]
>   [/usr/local/rt/lib/RT/Action/SendEmail.pm:563]
>   [/usr/local/rt/lib/RT/Action/SendEmail.pm:126]
>   [/usr/local/rt/lib/RT/Action/Notify.pm:65]
>   [/usr/local/rt/lib/RT/ScripAction_Overlay.pm:233]
>   [/usr/local/rt/lib/RT/Scrip_Overlay.pm:478]
>   [/usr/local/rt/lib/RT/Scrips_Overlay.pm:236]
>   [/usr/local/rt/local/lib/RT/Transaction_Overlay.pm:169]
>   [/usr/local/rt/lib/RT/Record.pm:1431]
>   [/usr/local/rt/local/lib/RT/Ticket_Overlay.pm:3052]
>   [/usr/local/rt/lib/RT/Interface/Web.pm:1096]
>   [/usr/local/rt/share/html/Ticket/ModifyAll.html:178]
>   [/usr/local/rt/local/html/autohandler:194]
>  (/usr/local/rt/lib/RT/Scrip_Overlay.pm:481)
> 
> It says the scrip prepare died, what does that mean?
> 
> Thanks,
> Ahalya Nathan
> Senior Programmer / Analyst
> Information Technology, Metropolitan Utilities District 
> (402) 504-7180 phone
> (402) 504-5180 fax
> 
> 
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nathan,
> Ahalya
> Sent: Monday, February 13, 2006 9:05 AM
> To: Stephen Turner; Jesse Vincent
> Cc: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] Why does RT crash with RT::Attribute::Name?
> 
> Thanks Steve, I found it. Jesse, the version that I am running is 1.35.
> 
> Ahalya Nathan
> Senior Programmer / Analyst
> Information Technology, Metropolitan Utilities District 
> (402) 504-7180 phone
> (402) 504-5180 fax
> 
> 
> 
> -----Original Message-----
> From: Stephen Turner [mailto:sturner at MIT.EDU] 
> Sent: Monday, February 13, 2006 9:01 AM
> To: Nathan, Ahalya; Jesse Vincent
> Cc: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] Why does RT crash with RT::Attribute::Name?
> 
> At Monday 2/13/2006 09:34 AM, Nathan, Ahalya wrote:
> >How do I find which version I am running?
> 
> If you look in DBIx/SearchBuilder.pm under your perl installation, the 
> version is near the top of the file.
> 
> Steve 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at
> http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at
> http://bestpractical.com/services/training.html
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at
> http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at
> http://bestpractical.com/services/training.html
> 

-- 


From Ahalya_Nathan at mudnebr.com  Mon Feb 13 16:46:02 2006
From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya)
Date: Mon, 13 Feb 2006 15:46:02 -0600
Subject: [rt-users] Why does RT crash with RT::Attribute::Name?
Message-ID: <D822A1AD37DDBB4CA20C434BA9BA10EF01A5DB29@MALCWH02.mud.com>

Any idea why this is happening since the error says that:
Scrip Prepare 41 died. - RT::Attribute::Name Unimplemented in
RT::Attributes. (/usr/local/rt/lib/RT/Attributes_Overlay.pm line 81

Is it because, the records are not fetched by the DBIX handle?

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



-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: Monday, February 13, 2006 3:45 PM
To: Nathan, Ahalya
Cc: Jesse Vincent; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Why does RT crash with RT::Attribute::Name?




On Mon, Feb 13, 2006 at 03:39:37PM -0600, Nathan, Ahalya wrote:
> Jesse,
> Do you think that the 1.35 version of DBIx/SearchBuilder caused RT to
> crash? Do I need to upgrade it?

It'd be interesting to know if you still see this issue with 1.38

> 
> Thanks,
> Ahalya Nathan
> Senior Programmer / Analyst
> Information Technology, Metropolitan Utilities District 
> (402) 504-7180 phone
> (402) 504-5180 fax
> 
> 
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nathan,
> Ahalya
> Sent: Monday, February 13, 2006 9:16 AM
> To: Jesse Vincent
> Cc: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] Why does RT crash with RT::Attribute::Name?
> 
> This is a more detailed description that I got from the log:
> 
> Scrip Prepare 41 died. - RT::Attribute::Name Unimplemented in
> RT::Attributes. (/usr/local/rt/lib/RT/Attributes_Overlay.pm line 81)
> 
> Stack:
>  
>
[/usr/local/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Record.pm:496]
>   [/usr/local/rt/lib/RT/Attributes_Overlay.pm:81]
>   [/usr/local/rt/lib/RT/Attributes_Overlay.pm:73]
>   [/usr/local/rt/lib/RT/Attributes_Overlay.pm:88]
>   [/usr/local/rt/lib/RT/Attributes_Overlay.pm:119]
>   [/usr/local/rt/local/lib/RT/Ticket_Overlay.pm:1624]
>   [/usr/local/rt/lib/RT/Action/SendEmail.pm:563]
>   [/usr/local/rt/lib/RT/Action/SendEmail.pm:126]
>   [/usr/local/rt/lib/RT/Action/Notify.pm:65]
>   [/usr/local/rt/lib/RT/ScripAction_Overlay.pm:233]
>   [/usr/local/rt/lib/RT/Scrip_Overlay.pm:478]
>   [/usr/local/rt/lib/RT/Scrips_Overlay.pm:236]
>   [/usr/local/rt/local/lib/RT/Transaction_Overlay.pm:169]
>   [/usr/local/rt/lib/RT/Record.pm:1431]
>   [/usr/local/rt/local/lib/RT/Ticket_Overlay.pm:3052]
>   [/usr/local/rt/lib/RT/Interface/Web.pm:1096]
>   [/usr/local/rt/share/html/Ticket/ModifyAll.html:178]
>   [/usr/local/rt/local/html/autohandler:194]
>  (/usr/local/rt/lib/RT/Scrip_Overlay.pm:481)
> 
> It says the scrip prepare died, what does that mean?
> 
> Thanks,
> Ahalya Nathan
> Senior Programmer / Analyst
> Information Technology, Metropolitan Utilities District 
> (402) 504-7180 phone
> (402) 504-5180 fax
> 
> 
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nathan,
> Ahalya
> Sent: Monday, February 13, 2006 9:05 AM
> To: Stephen Turner; Jesse Vincent
> Cc: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] Why does RT crash with RT::Attribute::Name?
> 
> Thanks Steve, I found it. Jesse, the version that I am running is
1.35.
> 
> Ahalya Nathan
> Senior Programmer / Analyst
> Information Technology, Metropolitan Utilities District 
> (402) 504-7180 phone
> (402) 504-5180 fax
> 
> 
> 
> -----Original Message-----
> From: Stephen Turner [mailto:sturner at MIT.EDU] 
> Sent: Monday, February 13, 2006 9:01 AM
> To: Nathan, Ahalya; Jesse Vincent
> Cc: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] Why does RT crash with RT::Attribute::Name?
> 
> At Monday 2/13/2006 09:34 AM, Nathan, Ahalya wrote:
> >How do I find which version I am running?
> 
> If you look in DBIx/SearchBuilder.pm under your perl installation, the

> version is near the top of the file.
> 
> Steve 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at
> http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at
> http://bestpractical.com/services/training.html
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at
> http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at
> http://bestpractical.com/services/training.html
> 

-- 


From jesse at bestpractical.com  Mon Feb 13 16:48:52 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 13 Feb 2006 16:48:52 -0500
Subject: [rt-users] Why does RT crash with RT::Attribute::Name?
In-Reply-To: <D822A1AD37DDBB4CA20C434BA9BA10EF01A5DB29@MALCWH02.mud.com>
References: <D822A1AD37DDBB4CA20C434BA9BA10EF01A5DB29@MALCWH02.mud.com>
Message-ID: <20060213214852.GS4170@bestpractical.com>




On Mon, Feb 13, 2006 at 03:46:02PM -0600, Nathan, Ahalya wrote:
> Any idea why this is happening since the error says that:
> Scrip Prepare 41 died. - RT::Attribute::Name Unimplemented in
> RT::Attributes. (/usr/local/rt/lib/RT/Attributes_Overlay.pm line 81
> 
> Is it because, the records are not fetched by the DBIX handle?

There's been extensive discussion of this on rt-users and rt-devel over
the past several months. Please have a look through the archives.

> 
> Ahalya Nathan
> Senior Programmer / Analyst
> Information Technology, Metropolitan Utilities District 
> (402) 504-7180 phone
> (402) 504-5180 fax
> 
> 
> 
> -----Original Message-----
> From: Jesse Vincent [mailto:jesse at bestpractical.com] 
> Sent: Monday, February 13, 2006 3:45 PM
> To: Nathan, Ahalya
> Cc: Jesse Vincent; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Why does RT crash with RT::Attribute::Name?
> 
> 
> 
> 
> On Mon, Feb 13, 2006 at 03:39:37PM -0600, Nathan, Ahalya wrote:
> > Jesse,
> > Do you think that the 1.35 version of DBIx/SearchBuilder caused RT to
> > crash? Do I need to upgrade it?
> 
> It'd be interesting to know if you still see this issue with 1.38
> 
> > 
> > Thanks,
> > Ahalya Nathan
> > Senior Programmer / Analyst
> > Information Technology, Metropolitan Utilities District 
> > (402) 504-7180 phone
> > (402) 504-5180 fax
> > 
> > 
> > 
> > -----Original Message-----
> > From: rt-users-bounces at lists.bestpractical.com
> > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nathan,
> > Ahalya
> > Sent: Monday, February 13, 2006 9:16 AM
> > To: Jesse Vincent
> > Cc: rt-users at lists.bestpractical.com
> > Subject: RE: [rt-users] Why does RT crash with RT::Attribute::Name?
> > 
> > This is a more detailed description that I got from the log:
> > 
> > Scrip Prepare 41 died. - RT::Attribute::Name Unimplemented in
> > RT::Attributes. (/usr/local/rt/lib/RT/Attributes_Overlay.pm line 81)
> > 
> > Stack:
> >  
> >
> [/usr/local/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Record.pm:496]
> >   [/usr/local/rt/lib/RT/Attributes_Overlay.pm:81]
> >   [/usr/local/rt/lib/RT/Attributes_Overlay.pm:73]
> >   [/usr/local/rt/lib/RT/Attributes_Overlay.pm:88]
> >   [/usr/local/rt/lib/RT/Attributes_Overlay.pm:119]
> >   [/usr/local/rt/local/lib/RT/Ticket_Overlay.pm:1624]
> >   [/usr/local/rt/lib/RT/Action/SendEmail.pm:563]
> >   [/usr/local/rt/lib/RT/Action/SendEmail.pm:126]
> >   [/usr/local/rt/lib/RT/Action/Notify.pm:65]
> >   [/usr/local/rt/lib/RT/ScripAction_Overlay.pm:233]
> >   [/usr/local/rt/lib/RT/Scrip_Overlay.pm:478]
> >   [/usr/local/rt/lib/RT/Scrips_Overlay.pm:236]
> >   [/usr/local/rt/local/lib/RT/Transaction_Overlay.pm:169]
> >   [/usr/local/rt/lib/RT/Record.pm:1431]
> >   [/usr/local/rt/local/lib/RT/Ticket_Overlay.pm:3052]
> >   [/usr/local/rt/lib/RT/Interface/Web.pm:1096]
> >   [/usr/local/rt/share/html/Ticket/ModifyAll.html:178]
> >   [/usr/local/rt/local/html/autohandler:194]
> >  (/usr/local/rt/lib/RT/Scrip_Overlay.pm:481)
> > 
> > It says the scrip prepare died, what does that mean?
> > 
> > Thanks,
> > Ahalya Nathan
> > Senior Programmer / Analyst
> > Information Technology, Metropolitan Utilities District 
> > (402) 504-7180 phone
> > (402) 504-5180 fax
> > 
> > 
> > 
> > -----Original Message-----
> > From: rt-users-bounces at lists.bestpractical.com
> > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nathan,
> > Ahalya
> > Sent: Monday, February 13, 2006 9:05 AM
> > To: Stephen Turner; Jesse Vincent
> > Cc: rt-users at lists.bestpractical.com
> > Subject: RE: [rt-users] Why does RT crash with RT::Attribute::Name?
> > 
> > Thanks Steve, I found it. Jesse, the version that I am running is
> 1.35.
> > 
> > Ahalya Nathan
> > Senior Programmer / Analyst
> > Information Technology, Metropolitan Utilities District 
> > (402) 504-7180 phone
> > (402) 504-5180 fax
> > 
> > 
> > 
> > -----Original Message-----
> > From: Stephen Turner [mailto:sturner at MIT.EDU] 
> > Sent: Monday, February 13, 2006 9:01 AM
> > To: Nathan, Ahalya; Jesse Vincent
> > Cc: rt-users at lists.bestpractical.com
> > Subject: RE: [rt-users] Why does RT crash with RT::Attribute::Name?
> > 
> > At Monday 2/13/2006 09:34 AM, Nathan, Ahalya wrote:
> > >How do I find which version I am running?
> > 
> > If you look in DBIx/SearchBuilder.pm under your perl installation, the
> 
> > version is near the top of the file.
> > 
> > Steve 
> > 
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> > 
> > Download a free sample chapter of RT Essentials from O'Reilly Media at
> > http://rtbook.bestpractical.com
> > 
> > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> > San Francisco - Find out more at
> > http://bestpractical.com/services/training.html
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> > 
> > Download a free sample chapter of RT Essentials from O'Reilly Media at
> > http://rtbook.bestpractical.com
> > 
> > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> > San Francisco - Find out more at
> > http://bestpractical.com/services/training.html
> > 
> 
> -- 
> 

-- 


From Ahalya_Nathan at mudnebr.com  Mon Feb 13 16:56:51 2006
From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya)
Date: Mon, 13 Feb 2006 15:56:51 -0600
Subject: [rt-users] Why does RT crash with RT::Attribute::Name?
Message-ID: <D822A1AD37DDBB4CA20C434BA9BA10EF01A5DB2A@MALCWH02.mud.com>

Thanks Jesse. I will check out the archives. Will upgrade to 1.38 and
see if I still have a problem.

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



-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: Monday, February 13, 2006 3:49 PM
To: Nathan, Ahalya
Cc: Jesse Vincent; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Why does RT crash with RT::Attribute::Name?




On Mon, Feb 13, 2006 at 03:46:02PM -0600, Nathan, Ahalya wrote:
> Any idea why this is happening since the error says that:
> Scrip Prepare 41 died. - RT::Attribute::Name Unimplemented in
> RT::Attributes. (/usr/local/rt/lib/RT/Attributes_Overlay.pm line 81
> 
> Is it because, the records are not fetched by the DBIX handle?

There's been extensive discussion of this on rt-users and rt-devel over
the past several months. Please have a look through the archives.

> 
> Ahalya Nathan
> Senior Programmer / Analyst
> Information Technology, Metropolitan Utilities District 
> (402) 504-7180 phone
> (402) 504-5180 fax
> 
> 
> 
> -----Original Message-----
> From: Jesse Vincent [mailto:jesse at bestpractical.com] 
> Sent: Monday, February 13, 2006 3:45 PM
> To: Nathan, Ahalya
> Cc: Jesse Vincent; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Why does RT crash with RT::Attribute::Name?
> 
> 
> 
> 
> On Mon, Feb 13, 2006 at 03:39:37PM -0600, Nathan, Ahalya wrote:
> > Jesse,
> > Do you think that the 1.35 version of DBIx/SearchBuilder caused RT
to
> > crash? Do I need to upgrade it?
> 
> It'd be interesting to know if you still see this issue with 1.38
> 
> > 
> > Thanks,
> > Ahalya Nathan
> > Senior Programmer / Analyst
> > Information Technology, Metropolitan Utilities District 
> > (402) 504-7180 phone
> > (402) 504-5180 fax
> > 
> > 
> > 
> > -----Original Message-----
> > From: rt-users-bounces at lists.bestpractical.com
> > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
Nathan,
> > Ahalya
> > Sent: Monday, February 13, 2006 9:16 AM
> > To: Jesse Vincent
> > Cc: rt-users at lists.bestpractical.com
> > Subject: RE: [rt-users] Why does RT crash with RT::Attribute::Name?
> > 
> > This is a more detailed description that I got from the log:
> > 
> > Scrip Prepare 41 died. - RT::Attribute::Name Unimplemented in
> > RT::Attributes. (/usr/local/rt/lib/RT/Attributes_Overlay.pm line 81)
> > 
> > Stack:
> >  
> >
>
[/usr/local/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Record.pm:496]
> >   [/usr/local/rt/lib/RT/Attributes_Overlay.pm:81]
> >   [/usr/local/rt/lib/RT/Attributes_Overlay.pm:73]
> >   [/usr/local/rt/lib/RT/Attributes_Overlay.pm:88]
> >   [/usr/local/rt/lib/RT/Attributes_Overlay.pm:119]
> >   [/usr/local/rt/local/lib/RT/Ticket_Overlay.pm:1624]
> >   [/usr/local/rt/lib/RT/Action/SendEmail.pm:563]
> >   [/usr/local/rt/lib/RT/Action/SendEmail.pm:126]
> >   [/usr/local/rt/lib/RT/Action/Notify.pm:65]
> >   [/usr/local/rt/lib/RT/ScripAction_Overlay.pm:233]
> >   [/usr/local/rt/lib/RT/Scrip_Overlay.pm:478]
> >   [/usr/local/rt/lib/RT/Scrips_Overlay.pm:236]
> >   [/usr/local/rt/local/lib/RT/Transaction_Overlay.pm:169]
> >   [/usr/local/rt/lib/RT/Record.pm:1431]
> >   [/usr/local/rt/local/lib/RT/Ticket_Overlay.pm:3052]
> >   [/usr/local/rt/lib/RT/Interface/Web.pm:1096]
> >   [/usr/local/rt/share/html/Ticket/ModifyAll.html:178]
> >   [/usr/local/rt/local/html/autohandler:194]
> >  (/usr/local/rt/lib/RT/Scrip_Overlay.pm:481)
> > 
> > It says the scrip prepare died, what does that mean?
> > 
> > Thanks,
> > Ahalya Nathan
> > Senior Programmer / Analyst
> > Information Technology, Metropolitan Utilities District 
> > (402) 504-7180 phone
> > (402) 504-5180 fax
> > 
> > 
> > 
> > -----Original Message-----
> > From: rt-users-bounces at lists.bestpractical.com
> > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
Nathan,
> > Ahalya
> > Sent: Monday, February 13, 2006 9:05 AM
> > To: Stephen Turner; Jesse Vincent
> > Cc: rt-users at lists.bestpractical.com
> > Subject: RE: [rt-users] Why does RT crash with RT::Attribute::Name?
> > 
> > Thanks Steve, I found it. Jesse, the version that I am running is
> 1.35.
> > 
> > Ahalya Nathan
> > Senior Programmer / Analyst
> > Information Technology, Metropolitan Utilities District 
> > (402) 504-7180 phone
> > (402) 504-5180 fax
> > 
> > 
> > 
> > -----Original Message-----
> > From: Stephen Turner [mailto:sturner at MIT.EDU] 
> > Sent: Monday, February 13, 2006 9:01 AM
> > To: Nathan, Ahalya; Jesse Vincent
> > Cc: rt-users at lists.bestpractical.com
> > Subject: RE: [rt-users] Why does RT crash with RT::Attribute::Name?
> > 
> > At Monday 2/13/2006 09:34 AM, Nathan, Ahalya wrote:
> > >How do I find which version I am running?
> > 
> > If you look in DBIx/SearchBuilder.pm under your perl installation,
the
> 
> > version is near the top of the file.
> > 
> > Steve 
> > 
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> > 
> > Download a free sample chapter of RT Essentials from O'Reilly Media
at
> > http://rtbook.bestpractical.com
> > 
> > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston
and
> > San Francisco - Find out more at
> > http://bestpractical.com/services/training.html
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> > 
> > Download a free sample chapter of RT Essentials from O'Reilly Media
at
> > http://rtbook.bestpractical.com
> > 
> > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston
and
> > San Francisco - Find out more at
> > http://bestpractical.com/services/training.html
> > 
> 
> -- 
> 

-- 


From andy at wildbrain.com  Mon Feb 13 19:25:45 2006
From: andy at wildbrain.com (Andy Moran)
Date: Mon, 13 Feb 2006 16:25:45 -0800
Subject: [rt-users] Your ticket was stolen   in  RT 3.4.5
In-Reply-To: <205D20196806AE41A9D8A9E982659E27036C0DF2@THN-EXCLS2.dc1.doubleclick.corp>
References: <205D20196806AE41A9D8A9E982659E27036C0DF2@THN-EXCLS2.dc1.doubleclick.corp>
Message-ID: <43F12389.4020106@wildbrain.com>


Thank you!  that fixed it!  Works like a charm now.

--Andy

Myers, Adam wrote:
> I had to change '$self->CurrentUser' to '$RT::System' and it works fine
> for me.
>
> Adam
> ---------------------------------
> To: {my $old_owner = RT::User->new($RT::System);
>       $old_owner->Load($Transaction->OldValue);
>       $old_owner->EmailAddress()}
> Subject: Ticket #{$Ticket->Id()} taken by {$Ticket->OwnerObj->Name()}
>
> A ticket you owned:
>
>    "{$Ticket->Subject()}"
>
> has been taken by {$Ticket->OwnerObj->Name()}
>
> {$RT::WebURL}Ticket/Display.html?id={$Ticket->Id()}
> -------------------------------------------
> * NOTE: This message is intended only for the use of the individual or entity to whom it is addressed and contains information that is privileged, confidential and exempt from disclosure. If the reader of this message is not the intended recipient or an employee or agent responsible for delivering the message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify me immediately via reply e-mail and please delete this communication.
>   



From k_b0000 at yahoo.se  Mon Feb 13 20:52:17 2006
From: k_b0000 at yahoo.se (k b)
Date: Mon, 13 Feb 2006 17:52:17 -0800 (PST)
Subject: [rt-users] installing RT in Windows 2000 environment
In-Reply-To: <OFE9F7E82B.6CA2A100-ONC1257114.0037FFE5-C1257114.003F08B7@prokom.pl>
Message-ID: <20060214015217.42966.qmail@web26914.mail.ukl.yahoo.com>

--- Mariusz Stakowski <StakowskiM at prokom.pl> wrote:

>                                         Hello list,
> 
>                 I'm trying to install RT in Windows
> 2000 environment. 
> Everything go well until the moment of execution of
> cgi script at 
> http://localhost:8284/cgi-bin/initdb.cgi. At this
> moment I receive the 
> folowing message:
> The page cannot be displayed.
> 
>                 I have tried to look for the help in
> RT archives but could 
> not find the answer. I have found similar question
> in the mails, but the 
> answer for it was to look for a help in FAQs. But
> there too - there was 
> nothing concernig my problem. I have browsed though
> RT mail archives for 
> last two years but with no success. Or maybe I am
> not smart enough to find 
> it ? Or I am the only one to have this problem ? It
> is true - I am 
> beginner in Apache/WWW/RT world. 
> 
>                                 Could someone give
> me a hint , please ?
>  
>  Best regards
> 
>  Mariusz Stakowski



i am guessing from the fact that the script you are
executing is initdb.cgi
1. is your database up and running. does it have a
user for rt? (typically rt_user with a password).

i had to run the initialize-database script manually
when i set my system up.

which database do you use?


2. look in your error_log file for apache, there is
probably some info there, for example you might be
able to see on which row the script fails out. look in
the script and see what happens there and post again
if needed.
i don't know where apaches logfiles are stored on
windows machines but you can always search after a
file called error_log.

3. consider setting up the system on a unix machine
(or linux).



__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From rt at notreally.mine.nu  Mon Feb 13 22:31:23 2006
From: rt at notreally.mine.nu (Russell)
Date: Tue, 14 Feb 2006 11:31:23 +0800
Subject: [rt-users] HUGE memory usage
In-Reply-To: <43F0C1E3.6040104@vitamix.com>
References: <200602131706.28718.giles.constant@wtg.cw.com>
	<43F0C1E3.6040104@vitamix.com>
Message-ID: <43F14F0B.6070205@notreally.mine.nu>

I had the same problem on my Gentoo machine.  It was a newly installed 
system with a clean database, its only roll was RT .

Apache 2.0.55
Perl 5.8.7
mod_perl 2.0.1-r2
MySQL 5.0.18

I tried both perl and fastcgi, only with apache2, but found the same 
thing via both.  Due to time constraints I had to move to another distro 
to get it up and running ASAP but if a cause is found I would love to 
migrate it back to my Gentoo server.

Russell

Network Manager SSSC

Jason Fenner wrote:
> That's strange.  Is the MySQL DB really large or something?  Is the 
> ambient load average on the gentoo box high?
>
> Giles Constant wrote:
>
>> Hiya,
>>
>> I'm using rt 3.4.5 on gentoo, and I've tried both apache 1 and apache 
>> 2 through mod_perl and mod_fastcgi, and every time I click a link or 
>> button in rt, it uses about 2 gigs of ram and takes about a minute of 
>> swapping to process the click.  It's configured to use mysql.
>>
>> During this time, no strange errors are dumped, and various stracing 
>> doesn't show anything suspicious.  I would provide more information 
>> than this, but I'm running out of places to look.  Has anyone come 
>> across this?
>>
>> Thanks,
>>
>> Giles
>>
>>  
>>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at 
> http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at 
> http://bestpractical.com/services/training.html



From rickm at mailguard.com.au  Tue Feb 14 04:44:56 2006
From: rickm at mailguard.com.au (Rick Measham)
Date: Tue, 14 Feb 2006 20:44:56 +1100
Subject: [rt-users] This transaction appears to have no content -- on
	internal transactions
Message-ID: <43F1A698.5090300@mailguard.com.au>

We're getting this annoying message from RT all the time. For example, I
just replied to a ticket and CCd the requestor while changing the owner
(and the ticket auto-opens too).

 From the history:
Tue Feb 14 13:29:40 2006  	rickm - Correspondence added
			Blah blah blah
Tue Feb 14 13:29:42 2006  	RT_System - Outgoing email recorded
Tue Feb 14 13:29:42 2006  	rickm - Status changed from 'new' to 'open' 	  	
Tue Feb 14 13:29:42 2006  	rickm - Given to craigb 	  	
Tue Feb 14 13:29:42 2006  	RT_System - Outgoing email recorded


The system sent the requestor the reply I made (Blah blah blah), but the
new owner got a ticket that just says "This transaction appears to have
no content"

The template concerned is (AFAIK) the default transaction template. The
code that outputs this message is:
	{$Transaction->Content()}
So I assume the 'Transaction' concerned is the 'give' rather than my
reply. Is there any way to get more useful transaction content? I'd
prefer it to at least have the same message as the ticket history "rickm
- Given to craigb"

Cheers!
Rick Measham

-- 
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Melbourne 68-72 York Street South Melbourne VIC 3205  P  61 3 9694 4444
Sydney    Lv 20 Twr 2, 201 Sussex St Sydney NSW 2000  P  61 2 9004 7889


Message protected by MailGuard: e-mail anti-virus, anti-spam and content filtering.
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From giles.constant at wtg.cw.com  Tue Feb 14 05:31:00 2006
From: giles.constant at wtg.cw.com (Giles Constant)
Date: Tue, 14 Feb 2006 10:31:00 +0000
Subject: [rt-users] HUGE memory usage
In-Reply-To: <20060213180656.GA4170@bestpractical.com>
References: <200602131706.28718.giles.constant@wtg.cw.com>
	<20060213180656.GA4170@bestpractical.com>
Message-ID: <200602141031.00892.giles.constant@wtg.cw.com>

On Monday 13 February 2006 18:06, Jesse Vincent wrote:
> On Mon, Feb 13, 2006 at 05:06:28PM +0000, Giles Constant wrote:
> > Hiya,
> >
> > I'm using rt 3.4.5 on gentoo, and I've tried both apache 1 and apache 2
> > through mod_perl and mod_fastcgi, and every time I click a link or button
> > in rt, it uses about 2 gigs of ram and takes about a minute of swapping
> > to process the click.  It's configured to use mysql.
>
> That's _very_ strange. What processes specifically use two gigs of ram?
> What do top and mytop (http://jeremy.zawodny.com/mysql/mytop/) say?

It's quite difficult to get this output, due to the fact that one can't move 
the mouse pointer at the time (!!), but I imanged to discover that when 
running with mod_perl, the process hogging the memory was apache.

It's running on my desktop machine (I installed it with the intention of 
developing scrips), but the only processes running are the waiting browser, 
and the occasional mp3 player (which would start skipping at this point).

-- 
Giles Constant
Systems Programmer
C&W Web Technology Group

Tel +44 (0) 20 7339 8600
DDI +44 (0) 20 7339 8728


From giles.constant at wtg.cw.com  Tue Feb 14 05:31:35 2006
From: giles.constant at wtg.cw.com (Giles Constant)
Date: Tue, 14 Feb 2006 10:31:35 +0000
Subject: [rt-users] HUGE memory usage
In-Reply-To: <43F14F0B.6070205@notreally.mine.nu>
References: <200602131706.28718.giles.constant@wtg.cw.com>
	<43F0C1E3.6040104@vitamix.com> <43F14F0B.6070205@notreally.mine.nu>
Message-ID: <200602141031.35077.giles.constant@wtg.cw.com>

On Tuesday 14 February 2006 03:31, Russell wrote:
> I had the same problem on my Gentoo machine.  It was a newly installed
> system with a clean database, its only roll was RT .
>
> Apache 2.0.55
> Perl 5.8.7
> mod_perl 2.0.1-r2
> MySQL 5.0.18
>
> I tried both perl and fastcgi, only with apache2, but found the same
> thing via both.  Due to time constraints I had to move to another distro
> to get it up and running ASAP but if a cause is found I would love to
> migrate it back to my Gentoo server.

Anyone on this list got it to work on gentoo then? :-)

-- 
Giles Constant
Systems Programmer
C&W Web Technology Group

Tel +44 (0) 20 7339 8600
DDI +44 (0) 20 7339 8728


From barnesaw at ucrwcu.rwc.uc.edu  Tue Feb 14 08:39:22 2006
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Tue, 14 Feb 2006 08:39:22 -0500
Subject: [rt-users] This transaction appears to have no content -- on
	internal transactions
In-Reply-To: <43F1A698.5090300@mailguard.com.au>
References: <43F1A698.5090300@mailguard.com.au>
Message-ID: <43F1DD8A.3090507@ucrwcu.rwc.uc.edu>

I created a custom template to use with OnOwnerChange as follows:


Subject: {$Ticket->id} has been assigned to you

You have been assigned ticket #{$Ticket->id} by { 
$Ticket->LastUpdatedByObj->Name }
Requestors: {$Ticket->RequestorAddresses}
Subject: {$Transaction->Subject || $Ticket->Subject || "(No subject given)"}

The ticket was initially created with the following data:
{ $Ticket->Transactions->First->Content; }
{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}


That should give you all the info you needed and then some.


Rick Measham wrote:
> We're getting this annoying message from RT all the time. For example, I
> just replied to a ticket and CCd the requestor while changing the owner
> (and the ticket auto-opens too).
>
> From the history:
> Tue Feb 14 13:29:40 2006      rickm - Correspondence added
>             Blah blah blah
> Tue Feb 14 13:29:42 2006      RT_System - Outgoing email recorded
> Tue Feb 14 13:29:42 2006      rickm - Status changed from 'new' to 
> 'open'          
> Tue Feb 14 13:29:42 2006      rickm - Given to craigb          
> Tue Feb 14 13:29:42 2006      RT_System - Outgoing email recorded
>
>
> The system sent the requestor the reply I made (Blah blah blah), but the
> new owner got a ticket that just says "This transaction appears to have
> no content"
>
> The template concerned is (AFAIK) the default transaction template. The
> code that outputs this message is:
>     {$Transaction->Content()}
> So I assume the 'Transaction' concerned is the 'give' rather than my
> reply. Is there any way to get more useful transaction content? I'd
> prefer it to at least have the same message as the ticket history "rickm
> - Given to craigb"
>
> Cheers!
> Rick Measham
>

-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati



From jfenner at vitamix.com  Tue Feb 14 08:56:59 2006
From: jfenner at vitamix.com (Jason Fenner)
Date: Tue, 14 Feb 2006 08:56:59 -0500
Subject: [rt-users] installing RT in Windows 2000 environment
In-Reply-To: <20060214015217.42966.qmail@web26914.mail.ukl.yahoo.com>
References: <20060214015217.42966.qmail@web26914.mail.ukl.yahoo.com>
Message-ID: <43F1E1AB.8060400@vitamix.com>

Yea, I'd reccomend setting it up on a Linux machine.  You'll find the 
install and config much easier.

k b wrote:

>--- Mariusz Stakowski <StakowskiM at prokom.pl> wrote:
>
>  
>
>>                                        Hello list,
>>
>>                I'm trying to install RT in Windows
>>2000 environment. 
>>Everything go well until the moment of execution of
>>cgi script at 
>>http://localhost:8284/cgi-bin/initdb.cgi. At this
>>moment I receive the 
>>folowing message:
>>The page cannot be displayed.
>>
>>                I have tried to look for the help in
>>RT archives but could 
>>not find the answer. I have found similar question
>>in the mails, but the 
>>answer for it was to look for a help in FAQs. But
>>there too - there was 
>>nothing concernig my problem. I have browsed though
>>RT mail archives for 
>>last two years but with no success. Or maybe I am
>>not smart enough to find 
>>it ? Or I am the only one to have this problem ? It
>>is true - I am 
>>beginner in Apache/WWW/RT world. 
>>
>>                                Could someone give
>>me a hint , please ?
>> 
>> Best regards
>>
>> Mariusz Stakowski
>>    
>>
>
>
>
>i am guessing from the fact that the script you are
>executing is initdb.cgi
>1. is your database up and running. does it have a
>user for rt? (typically rt_user with a password).
>
>i had to run the initialize-database script manually
>when i set my system up.
>
>which database do you use?
>
>
>2. look in your error_log file for apache, there is
>probably some info there, for example you might be
>able to see on which row the script fails out. look in
>the script and see what happens there and post again
>if needed.
>i don't know where apaches logfiles are stored on
>windows machines but you can always search after a
>file called error_log.
>
>3. consider setting up the system on a unix machine
>(or linux).
>
>
>
>__________________________________________________
>Do You Yahoo!?
>Tired of spam?  Yahoo! Mail has the best spam protection around 
>http://mail.yahoo.com 
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
>Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>San Francisco - Find out more at http://bestpractical.com/services/training.html
>
>  
>




From rt at tux.datalink.co.za  Tue Feb 14 09:21:05 2006
From: rt at tux.datalink.co.za (Leon)
Date: Tue, 14 Feb 2006 16:21:05 +0200
Subject: [rt-users] blocking responce on resolved emailed
Message-ID: <43F1E751.1000700@tux.datalink.co.za>

Hi
I have a strange requirement, I need to setup a custom scrip that will 
ignore all emails that are sent to a resolved ticket. I don't want an 
email to go to the watchers and I don't want anything to be replied back 
to the sender.

I have already disabled the scrip that replies to the sender, but I need 
a scrip that will disregard the email that was received.

I have looked through the contributions on the wiki page and can't find 
what I am looking for there. Can someone help me with this?

Regards
Leon

-- 
This message has been scanned for viruses and
dangerous content by MailScanner, and is
believed to be clean.



From Ahalya_Nathan at mudnebr.com  Tue Feb 14 10:04:29 2006
From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya)
Date: Tue, 14 Feb 2006 09:04:29 -0600
Subject: [rt-users] Why does RT crash with RT::Attribute::Name?
Message-ID: <D822A1AD37DDBB4CA20C434BA9BA10EF01A5DB32@MALCWH02.mud.com>

Jesse,
When I tried installing the latest version of SearchBuilder from CPAN,
it gave me this error. Any idea what I am doing wrong?

Running make test
PERL_DL_NONLAZY=1 /usr/local/bin/perl "-MExtUtils::Command::MM" "-e"
"test_harness(0, 'inc', 'blib/lib', 'blib/arch')" t/00.load.t
t/01basics.t t/01nocap_api.t t/01records.t t/01searches.t
t/02records_object.t t/03rebless.t t/10schema.t t/11schema_records.t
t/pod.t
t/00.load.............
#     Failed test (t/00.load.t at line 3)
#     Tried to use 'DBIx::SearchBuilder'.
#     Error:  Can't locate Clone.pm in @INC (@INC contains:
/root/.cpan/build/DBIx-SearchBuilder-1.38/inc
/root/.cpan/build/DBIx-SearchBuilder-1.38/blib/lib
/root/.cpan/build/DBIx-SearchBuilder-1.38/blib/arch
/usr/local/lib/perl5/5.8.6/i686-linux
/usr/local/lib/perl5/5.8.6/i686-linux /usr/local/lib/perl5/5.8.6
/usr/local/lib/perl5/site_perl/5.8.6/i686-linux
/usr/local/lib/perl5/site_perl/5.8.6/i686-linux
/usr/local/lib/perl5/site_perl/5.8.6
/usr/local/lib/perl5/site_perl/5.8.6/i686-linux
/usr/local/lib/perl5/site_perl/5.8.6 /usr/local/lib/perl5/site_perl .
/usr/local/lib/perl5/5.8.6/i686-linux /usr/local/lib/perl5/5.8.6
/usr/local/lib/perl5/site_perl/5.8.6/i686-linux
/usr/local/lib/perl5/site_perl/5.8.6 /usr/local/lib/perl5/site_perl .)
at
/root/.cpan/build/DBIx-SearchBuilder-1.38/blib/lib/DBIx/SearchBuilder.pm
line 9.
# BEGIN failed--compilation aborted at t/00.load.t line 3.
# Compilation failed in require at (eval 3) line 2.
# BEGIN failed--compilation aborted at (eval 3) line 2.
t/00.load.............ok 12/12# Looks like you failed 1 test of 12.
t/00.load.............dubious
        Test returned status 1 (wstat 256, 0x100)
DIED. FAILED test 1
        Failed 1/12 tests, 91.67% okay
t/01basics............ok
t/01nocap_api.........skipped
        all skipped: capitalization pragma is not installed
t/01records...........ok
        65/130 skipped: No schema for 'Oracle' driver
        4/8 skipped: ENV is not defined for driver 'Oracle'
t/10schema............ok
        28/31 skipped: first goal is to work on Pg
t/11schema_records....Can't locate Clone.pm in @INC (@INC contains:
/root/.cpan/build/DBIx-SearchBuilder-1.38/inc
/root/.cpan/build/DBIx-SearchBuilder-1.38/blib/lib
/root/.cpan/build/DBIx-SearchBuilder-1.38/blib/arch
/usr/local/lib/perl5/5.8.6/i686-linux
/usr/local/lib/perl5/5.8.6/i686-linux /usr/local/lib/perl5/5.8.6
/usr/local/lib/perl5/site_perl/5.8.6/i686-linux
/usr/local/lib/perl5/site_perl/5.8.6/i686-linux
/usr/local/lib/perl5/site_perl/5.8.6
/usr/local/lib/perl5/site_perl/5.8.6/i686-linux
/usr/local/lib/perl5/site_perl/5.8.6 /usr/local/lib/perl5/site_perl .
/usr/local/lib/perl5/5.8.6/i686-linux /usr/local/lib/perl5/5.8.6
/usr/local/lib/perl5/site_perl/5.8.6/i686-linux
/usr/local/lib/perl5/site_perl/5.8.6 /usr/local/lib/perl5/site_perl .)
at
/root/.cpan/build/DBIx-SearchBuilder-1.38/blib/lib/DBIx/SearchBuilder.pm
line 9.
BEGIN failed--compilation aborted at
/root/.cpan/build/DBIx-SearchBuilder-1.38/blib/lib/DBIx/SearchBuilder.pm
line 9.
Compilation failed in require at (eval 14) line 3.
        ...propagated at /usr/local/lib/perl5/5.8.6/base.pm line 85.
BEGIN failed--compilation aborted at t/11schema_records.t line 276.
# Looks like your test died before it could output anything.
t/11schema_records....dubious
        Test returned status 255 (wstat 65280, 0xff00)
t/pod.................skipped
        all skipped: Test::Pod 1.00 required for testing POD
Failed Test          Stat Wstat Total Fail  Failed  List of Failed
------------------------------------------------------------------------
-------
t/00.load.t             1   256    12    1   8.33%  1
t/01searches.t        255 65280    ??   ??       %  ??
t/11schema_records.t  255 65280    ??   ??       %  ??
2 tests and 108 subtests skipped.
Failed 3/10 test scripts, 70.00% okay. 1/211 subtests failed, 99.53%
okay.
make: *** [test_dynamic] Error 255
  /usr/bin/make test -- NOT OK
Running make install
  make test had returned bad status, won't install without force

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



-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: Monday, February 13, 2006 3:49 PM
To: Nathan, Ahalya
Cc: Jesse Vincent; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Why does RT crash with RT::Attribute::Name?




On Mon, Feb 13, 2006 at 03:46:02PM -0600, Nathan, Ahalya wrote:
> Any idea why this is happening since the error says that:
> Scrip Prepare 41 died. - RT::Attribute::Name Unimplemented in
> RT::Attributes. (/usr/local/rt/lib/RT/Attributes_Overlay.pm line 81
> 
> Is it because, the records are not fetched by the DBIX handle?

There's been extensive discussion of this on rt-users and rt-devel over
the past several months. Please have a look through the archives.

> 
> Ahalya Nathan
> Senior Programmer / Analyst
> Information Technology, Metropolitan Utilities District 
> (402) 504-7180 phone
> (402) 504-5180 fax
> 
> 
> 
> -----Original Message-----
> From: Jesse Vincent [mailto:jesse at bestpractical.com] 
> Sent: Monday, February 13, 2006 3:45 PM
> To: Nathan, Ahalya
> Cc: Jesse Vincent; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Why does RT crash with RT::Attribute::Name?
> 
> 
> 
> 
> On Mon, Feb 13, 2006 at 03:39:37PM -0600, Nathan, Ahalya wrote:
> > Jesse,
> > Do you think that the 1.35 version of DBIx/SearchBuilder caused RT
to
> > crash? Do I need to upgrade it?
> 
> It'd be interesting to know if you still see this issue with 1.38
> 
> > 
> > Thanks,
> > Ahalya Nathan
> > Senior Programmer / Analyst
> > Information Technology, Metropolitan Utilities District 
> > (402) 504-7180 phone
> > (402) 504-5180 fax
> > 
> > 
> > 
> > -----Original Message-----
> > From: rt-users-bounces at lists.bestpractical.com
> > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
Nathan,
> > Ahalya
> > Sent: Monday, February 13, 2006 9:16 AM
> > To: Jesse Vincent
> > Cc: rt-users at lists.bestpractical.com
> > Subject: RE: [rt-users] Why does RT crash with RT::Attribute::Name?
> > 
> > This is a more detailed description that I got from the log:
> > 
> > Scrip Prepare 41 died. - RT::Attribute::Name Unimplemented in
> > RT::Attributes. (/usr/local/rt/lib/RT/Attributes_Overlay.pm line 81)
> > 
> > Stack:
> >  
> >
>
[/usr/local/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Record.pm:496]
> >   [/usr/local/rt/lib/RT/Attributes_Overlay.pm:81]
> >   [/usr/local/rt/lib/RT/Attributes_Overlay.pm:73]
> >   [/usr/local/rt/lib/RT/Attributes_Overlay.pm:88]
> >   [/usr/local/rt/lib/RT/Attributes_Overlay.pm:119]
> >   [/usr/local/rt/local/lib/RT/Ticket_Overlay.pm:1624]
> >   [/usr/local/rt/lib/RT/Action/SendEmail.pm:563]
> >   [/usr/local/rt/lib/RT/Action/SendEmail.pm:126]
> >   [/usr/local/rt/lib/RT/Action/Notify.pm:65]
> >   [/usr/local/rt/lib/RT/ScripAction_Overlay.pm:233]
> >   [/usr/local/rt/lib/RT/Scrip_Overlay.pm:478]
> >   [/usr/local/rt/lib/RT/Scrips_Overlay.pm:236]
> >   [/usr/local/rt/local/lib/RT/Transaction_Overlay.pm:169]
> >   [/usr/local/rt/lib/RT/Record.pm:1431]
> >   [/usr/local/rt/local/lib/RT/Ticket_Overlay.pm:3052]
> >   [/usr/local/rt/lib/RT/Interface/Web.pm:1096]
> >   [/usr/local/rt/share/html/Ticket/ModifyAll.html:178]
> >   [/usr/local/rt/local/html/autohandler:194]
> >  (/usr/local/rt/lib/RT/Scrip_Overlay.pm:481)
> > 
> > It says the scrip prepare died, what does that mean?
> > 
> > Thanks,
> > Ahalya Nathan
> > Senior Programmer / Analyst
> > Information Technology, Metropolitan Utilities District 
> > (402) 504-7180 phone
> > (402) 504-5180 fax
> > 
> > 
> > 
> > -----Original Message-----
> > From: rt-users-bounces at lists.bestpractical.com
> > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
Nathan,
> > Ahalya
> > Sent: Monday, February 13, 2006 9:05 AM
> > To: Stephen Turner; Jesse Vincent
> > Cc: rt-users at lists.bestpractical.com
> > Subject: RE: [rt-users] Why does RT crash with RT::Attribute::Name?
> > 
> > Thanks Steve, I found it. Jesse, the version that I am running is
> 1.35.
> > 
> > Ahalya Nathan
> > Senior Programmer / Analyst
> > Information Technology, Metropolitan Utilities District 
> > (402) 504-7180 phone
> > (402) 504-5180 fax
> > 
> > 
> > 
> > -----Original Message-----
> > From: Stephen Turner [mailto:sturner at MIT.EDU] 
> > Sent: Monday, February 13, 2006 9:01 AM
> > To: Nathan, Ahalya; Jesse Vincent
> > Cc: rt-users at lists.bestpractical.com
> > Subject: RE: [rt-users] Why does RT crash with RT::Attribute::Name?
> > 
> > At Monday 2/13/2006 09:34 AM, Nathan, Ahalya wrote:
> > >How do I find which version I am running?
> > 
> > If you look in DBIx/SearchBuilder.pm under your perl installation,
the
> 
> > version is near the top of the file.
> > 
> > Steve 
> > 
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> > 
> > Download a free sample chapter of RT Essentials from O'Reilly Media
at
> > http://rtbook.bestpractical.com
> > 
> > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston
and
> > San Francisco - Find out more at
> > http://bestpractical.com/services/training.html
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> > 
> > Download a free sample chapter of RT Essentials from O'Reilly Media
at
> > http://rtbook.bestpractical.com
> > 
> > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston
and
> > San Francisco - Find out more at
> > http://bestpractical.com/services/training.html
> > 
> 
> -- 
> 

-- 


From m-liebman at northwestern.edu  Tue Feb 14 10:28:18 2006
From: m-liebman at northwestern.edu (Michael S. Liebman)
Date: Tue, 14 Feb 2006 10:28:18 -0500
Subject: [rt-users] blocking responce on resolved emailed
In-Reply-To: <43F1E751.1000700@tux.datalink.co.za>
References: <43F1E751.1000700@tux.datalink.co.za>
Message-ID: <20060214152817.GA16092@SDF.LONESTAR.ORG>

On Tue, Feb 14, 2006 at 04:21:05PM +0200, Leon wrote:
> Hi
> I have a strange requirement, I need to setup a custom scrip that will 
> ignore all emails that are sent to a resolved ticket. I don't want an 
> email to go to the watchers and I don't want anything to be replied back 
> to the sender.
> 
> I have already disabled the scrip that replies to the sender, but I need 
> a scrip that will disregard the email that was received.

Do you mean not save the incoming email to the history at all? If
that's what you want, then it's too late for a scrip to stop
that. Scrips run in response to a transaction. At the point the scrip
is firing, the email will already be in the database.

If your goal is not to have the ticket reopen, then there are
instructions for disabling auto reopening or sending a resolved email
only once around.

Michael
-- 
Michael S. Liebman                      m-liebman at northwestern.edu
                  http://msl521.freeshell.org/
"I have vision and the rest of the world wears bifocals."
        -Paul Newman in "Butch Cassidy & the Sundance Kid"


From jesse at bestpractical.com  Tue Feb 14 11:18:04 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 14 Feb 2006 11:18:04 -0500
Subject: [rt-users] Why does RT crash with RT::Attribute::Name?
In-Reply-To: <D822A1AD37DDBB4CA20C434BA9BA10EF01A5DB32@MALCWH02.mud.com>
References: <D822A1AD37DDBB4CA20C434BA9BA10EF01A5DB32@MALCWH02.mud.com>
Message-ID: <20060214161804.GC4170@bestpractical.com>




On Tue, Feb 14, 2006 at 09:04:29AM -0600, Nathan, Ahalya wrote:
> Jesse,
> When I tried installing the latest version of SearchBuilder from CPAN,
> it gave me this error. Any idea what I am doing wrong?
> 
> Running make test

when you ran "perl Makefile.PL" did it warn you that you were missing
the 'Clone' module?

Jesse

> PERL_DL_NONLAZY=1 /usr/local/bin/perl "-MExtUtils::Command::MM" "-e"
> "test_harness(0, 'inc', 'blib/lib', 'blib/arch')" t/00.load.t
> t/01basics.t t/01nocap_api.t t/01records.t t/01searches.t
> t/02records_object.t t/03rebless.t t/10schema.t t/11schema_records.t
> t/pod.t
> t/00.load.............
> #     Failed test (t/00.load.t at line 3)
> #     Tried to use 'DBIx::SearchBuilder'.
> #     Error:  Can't locate Clone.pm in @INC (@INC contains:


From Ahalya_Nathan at mudnebr.com  Tue Feb 14 11:34:09 2006
From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya)
Date: Tue, 14 Feb 2006 10:34:09 -0600
Subject: [rt-users] Why does RT crash with RT::Attribute::Name?
Message-ID: <D822A1AD37DDBB4CA20C434BA9BA10EF01A5DB37@MALCWH02.mud.com>

The way I ran I tried installing SearchBuilder was :
$cpan
cpan> install DBIx::SearchBuilder

That is when I go the error. Is there some other way how I should try
installing the SearchBuilder?

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



-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: Tuesday, February 14, 2006 10:18 AM
To: Nathan, Ahalya
Cc: Jesse Vincent; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Why does RT crash with RT::Attribute::Name?




On Tue, Feb 14, 2006 at 09:04:29AM -0600, Nathan, Ahalya wrote:
> Jesse,
> When I tried installing the latest version of SearchBuilder from CPAN,
> it gave me this error. Any idea what I am doing wrong?
> 
> Running make test

when you ran "perl Makefile.PL" did it warn you that you were missing
the 'Clone' module?

Jesse

> PERL_DL_NONLAZY=1 /usr/local/bin/perl "-MExtUtils::Command::MM" "-e"
> "test_harness(0, 'inc', 'blib/lib', 'blib/arch')" t/00.load.t
> t/01basics.t t/01nocap_api.t t/01records.t t/01searches.t
> t/02records_object.t t/03rebless.t t/10schema.t t/11schema_records.t
> t/pod.t
> t/00.load.............
> #     Failed test (t/00.load.t at line 3)
> #     Tried to use 'DBIx::SearchBuilder'.
> #     Error:  Can't locate Clone.pm in @INC (@INC contains:


From admin at libra-linux.com  Tue Feb 14 11:38:47 2006
From: admin at libra-linux.com (Admin)
Date: Tue, 14 Feb 2006 17:38:47 +0100
Subject: [rt-users] ShowCustomField in SelfService preference page
Message-ID: <43F20797.40605@libra-linux.com>

Hi,

Is it possible to configure rt to show Users CustomFields in their
preference for non-privilege users ?
Actually, only changing password title display in Self Service user
preference's page. I added the group right "ShowCustomField" in the User
CustomField global configuration, and added this level in the group my
users belongs to.
But nothing displays in SelfService preference pages....

If not possible, could someone help me inserting perl code in the
preferences page (SelfService/Prefs.html or in /Elements/Header, to make
available this function : Displaying all the User CustomField  and their
value... without the possibility to edit them by the user himself.
i dont know perl coding, just  tried several  line like this but without
success (seeing the customfield name but no value )  :


--- SelfService/Prefs.html.save 2006-02-14 13:10:35.000000000 +0100
+++ SelfService/Prefs.html      2006-02-14 17:05:38.000000000 +0100
@@ -55,11 +55,32 @@
 <& /Elements/TitleBoxEnd &>
 <BR>
 % }
+
+<& /Elements/TitleBoxStart, title => loc('Custom Fields') &>
+<TABLE>
+% my $CFs = $UserObj->CustomFields;
+% while (my $CF = $CFs->Next) {
+<TR VALIGN="TOP"><TD ALIGN="RIGHT">
+<% $CF->Name %>:
+</TD><TD>
+<& /Elements/ShowCustomFields, ,Object => $UserObj, CustomFields => $CF &>
+</TD></TR>
+% }
+<TR>
+</TR>
+</TABLE>
+<& /Elements/TitleBoxEnd &>
+
+
 <& /Elements/Submit, Label => loc('Save Changes') &>
          </form>


 <%INIT>
+my $UserObj = new RT::User($session{'CurrentUser'});

Thanks for your support



From timothy-flynn at uiowa.edu  Tue Feb 14 11:58:47 2006
From: timothy-flynn at uiowa.edu (Flynn, Timothy J)
Date: Tue, 14 Feb 2006 10:58:47 -0600
Subject: [rt-users] ExtractCustomFieldValues and ContentObj question
Message-ID: <B5007EEF41F3D311B80500805F31A6B62EF6BF21@uihc-mail.uihc.uiowa.edu>

This is on RT 3.4.4, redhat.


I'm using the ExtractCustomFieldValues add on to read in the fields from
an email.  This doesn't seem to be compatible with attachments so I came
up with what I thought was a fix, but it only works 50% of the time.  In
ExtractCustomFieldValues.pm I made the changes below:


I changed the line:
my $FirstAttachment = $Transaction->Attachments->First;

To read:
my $FirstAttachment = $Transaction->ContentObj;



Based on the description for ContentObj in the Transaction_Overlay.pm it
looks for the text part of the content which is exactly what I am after,
and returns that attachment.  Seemed to work good at first, attachments
came in fine along with custom fields.  

Then, when I would send the exact same email (generated from a program,
no changes) I would get this error in the RT log, ... Sometimes :) .

Can't locate object method "ContentObj" via package
"RT::Action::ExtractCustomFieldValues"

And a stack dump...


Any idea why the ContentObj would exist sometimes and not others with
the same data on a new ticket each time?  Is there something in the
background that is just completing before I call this sometimes and not
others?

I didn't really want to just duplicate what ContentObj does in
ExtractCustomFieldValues.pm but I guess I can if that's what it needs.

Thanks!

-Tim


From justin at cityfone.net  Tue Feb 14 12:26:00 2006
From: justin at cityfone.net (Justin Zygmont)
Date: Tue, 14 Feb 2006 09:26:00 -0800
Subject: [rt-users] HUGE memory usage
In-Reply-To: <200602141031.00892.giles.constant@wtg.cw.com>
References: <200602131706.28718.giles.constant@wtg.cw.com>	<20060213180656.GA4170@bestpractical.com>
	<200602141031.00892.giles.constant@wtg.cw.com>
Message-ID: <43F212A8.1040004@cityfone.net>

Are you able to try with the worker MPM and see if that solves it?


Giles Constant wrote:
> On Monday 13 February 2006 18:06, Jesse Vincent wrote:
> 
>>On Mon, Feb 13, 2006 at 05:06:28PM +0000, Giles Constant wrote:
>>
>>>Hiya,
>>>
>>>I'm using rt 3.4.5 on gentoo, and I've tried both apache 1 and apache 2
>>>through mod_perl and mod_fastcgi, and every time I click a link or button
>>>in rt, it uses about 2 gigs of ram and takes about a minute of swapping
>>>to process the click.  It's configured to use mysql.
>>
>>That's _very_ strange. What processes specifically use two gigs of ram?
>>What do top and mytop (http://jeremy.zawodny.com/mysql/mytop/) say?
> 
> 
> It's quite difficult to get this output, due to the fact that one can't move 
> the mouse pointer at the time (!!), but I imanged to discover that when 
> running with mod_perl, the process hogging the memory was apache.
> 
> It's running on my desktop machine (I installed it with the intention of 
> developing scrips), but the only processes running are the waiting browser, 
> and the occasional mp3 player (which would start skipping at this point).


From jesse at bestpractical.com  Tue Feb 14 12:40:48 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 14 Feb 2006 12:40:48 -0500
Subject: [rt-users] Why does RT crash with RT::Attribute::Name?
In-Reply-To: <D822A1AD37DDBB4CA20C434BA9BA10EF01A5DB37@MALCWH02.mud.com>
References: <D822A1AD37DDBB4CA20C434BA9BA10EF01A5DB37@MALCWH02.mud.com>
Message-ID: <20060214174048.GL4170@bestpractical.com>




On Tue, Feb 14, 2006 at 10:34:09AM -0600, Nathan, Ahalya wrote:
> The way I ran I tried installing SearchBuilder was :
> $cpan
> cpan> install DBIx::SearchBuilder
> 
> That is when I go the error. Is there some other way how I should try
> installing the SearchBuilder?
> 
> Thanks,
> Ahalya Nathan
> Senior Programmer / Analyst
> Information Technology, Metropolitan Utilities District 
> (402) 504-7180 phone
> (402) 504-5180 fax
> 
> 
> 
> -----Original Message-----
> From: Jesse Vincent [mailto:jesse at bestpractical.com] 
> Sent: Tuesday, February 14, 2006 10:18 AM
> To: Nathan, Ahalya
> Cc: Jesse Vincent; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Why does RT crash with RT::Attribute::Name?
> 
> 
> 
> 
> On Tue, Feb 14, 2006 at 09:04:29AM -0600, Nathan, Ahalya wrote:
> > Jesse,
> > When I tried installing the latest version of SearchBuilder from CPAN,
> > it gave me this error. Any idea what I am doing wrong?

You're likely not quoting enough of the logs. You probably configured
CPAN to not install dependencies.

cpan Clone

then try again


From Ahalya_Nathan at mudnebr.com  Tue Feb 14 12:41:56 2006
From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya)
Date: Tue, 14 Feb 2006 11:41:56 -0600
Subject: [rt-users] Why does RT crash with RT::Attribute::Name?
Message-ID: <D822A1AD37DDBB4CA20C434BA9BA10EF01A5DB3C@MALCWH02.mud.com>

Got it to work. Thanks Jesse. 

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



-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: Tuesday, February 14, 2006 11:41 AM
To: Nathan, Ahalya
Cc: Jesse Vincent; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Why does RT crash with RT::Attribute::Name?




On Tue, Feb 14, 2006 at 10:34:09AM -0600, Nathan, Ahalya wrote:
> The way I ran I tried installing SearchBuilder was :
> $cpan
> cpan> install DBIx::SearchBuilder
> 
> That is when I go the error. Is there some other way how I should try
> installing the SearchBuilder?
> 
> Thanks,
> Ahalya Nathan
> Senior Programmer / Analyst
> Information Technology, Metropolitan Utilities District 
> (402) 504-7180 phone
> (402) 504-5180 fax
> 
> 
> 
> -----Original Message-----
> From: Jesse Vincent [mailto:jesse at bestpractical.com] 
> Sent: Tuesday, February 14, 2006 10:18 AM
> To: Nathan, Ahalya
> Cc: Jesse Vincent; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Why does RT crash with RT::Attribute::Name?
> 
> 
> 
> 
> On Tue, Feb 14, 2006 at 09:04:29AM -0600, Nathan, Ahalya wrote:
> > Jesse,
> > When I tried installing the latest version of SearchBuilder from
CPAN,
> > it gave me this error. Any idea what I am doing wrong?

You're likely not quoting enough of the logs. You probably configured
CPAN to not install dependencies.

cpan Clone

then try again


From chaim.rieger at gmail.com  Tue Feb 14 13:38:04 2006
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Tue, 14 Feb 2006 10:38:04 -0800
Subject: [rt-users] approvals
Message-ID: <47115ABF-15C2-404D-B233-9BA3D3259FC5@gmail.com>

am a bit lost here,

which way is the proper way (i read the docs but dont quite  
understand them)

i create a ticket with the following words in them

Approval for Change Request


this would create a ticket in the approval queue

or


i create a ticket in the approval queue directly


this is the content from my template in the approval queue


===Create-Ticket: Approval for Change Request
Subject: Approve Change Request for {$Tickets{'TOP'}->Subject}
Depended-On-By: TOP
Queue: Approvals
Type: approval
Owner: stever
Content: Someone has created a Change Request.  Please review and  
approve it, so they can implement.
ENDOFCONTENT


From timothy-flynn at uiowa.edu  Tue Feb 14 14:41:26 2006
From: timothy-flynn at uiowa.edu (Flynn, Timothy J)
Date: Tue, 14 Feb 2006 13:41:26 -0600
Subject: [rt-users] ExtractCustomFieldValues and ContentObj question
Message-ID: <B5007EEF41F3D311B80500805F31A6B62EF6BF28@uihc-mail.uihc.uiowa.edu>

False alarm.  I bounced apache a couple times and it seems to have gone
away.  Hopefully that is all it was.  Anyway, if this works as it is now
it is an easy change for those of you using ExtractCustomFields to make
attachments work.

I noticed that I didn't included the version of ExtractCustomFieldValues
I was using.  It is 1.2b1

Only other issue I am trying to solve now is how to read in data that is
multiple lines.  Some email clients autowrap outbound messages and they
are being truncated.  Only way I can think of is reading content into a
scalar and removing the linebreaks and doing the matching against that.

Thanks,
-Tim
 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Flynn,
Timothy J
Sent: Tuesday, February 14, 2006 10:59 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] ExtractCustomFieldValues and ContentObj question

This is on RT 3.4.4, redhat.


I'm using the ExtractCustomFieldValues add on to read in the fields from
an email.  This doesn't seem to be compatible with attachments so I came
up with what I thought was a fix, but it only works 50% of the time.  In
ExtractCustomFieldValues.pm I made the changes below:


I changed the line:
my $FirstAttachment = $Transaction->Attachments->First;

To read:
my $FirstAttachment = $Transaction->ContentObj;



Based on the description for ContentObj in the Transaction_Overlay.pm it
looks for the text part of the content which is exactly what I am after,
and returns that attachment.  Seemed to work good at first, attachments
came in fine along with custom fields.  

Then, when I would send the exact same email (generated from a program,
no changes) I would get this error in the RT log, ... Sometimes :) .

Can't locate object method "ContentObj" via package
"RT::Action::ExtractCustomFieldValues"

And a stack dump...


Any idea why the ContentObj would exist sometimes and not others with
the same data on a new ticket each time?  Is there something in the
background that is just completing before I call this sometimes and not
others?

I didn't really want to just duplicate what ContentObj does in
ExtractCustomFieldValues.pm but I guess I can if that's what it needs.

Thanks!

-Tim
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O'Reilly Media at
http://rtbook.bestpractical.com

WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at
http://bestpractical.com/services/training.html




From mikef at ack.Berkeley.EDU  Tue Feb 14 16:46:42 2006
From: mikef at ack.Berkeley.EDU (Mike Friedman)
Date: Tue, 14 Feb 2006 13:46:42 -0800 (PST)
Subject: [rt-users] Inserting tickets at unused ticket numbers
Message-ID: <20060214133100.L62973@malcolm.berkeley.edu>

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

When we moved from RT 2.0.15 to 3.4.2 a while back, we decided not to 
carry over our old tickets.  Instead we just built a new RT with a fresh 
database.  But in order to avoid confusion with our ticket history, we 
told RT3 to begin ticket numbering at a higher number than that of the 
last RT2 ticket (i.e., we started RT3 with ticket #60000).

Now we'd like to see if we can move the RT2 tickets (we're still running 
RT2 on another machine) to RT3, *preserving* their old ticket numbers 
(which are unused numbers in RT3).

Is there a safe way to do this?  Could we, for example, temporarily reset 
the ticket id auto-increment starting value from 60000 to 1, feed the old 
tickets in with their original numbers, then reset the auto-increment 
starting value back to 60000?  Would new tickets subsequently created 
start at the next available number after our highest RT3 ticket number, or 
would RT get confused because it would try to start creating new tickets 
with number 60001?

I have a feeling this will cause problems, but I'd like to find out for 
sure.

Of course we can always move the tickets from RT2 to RT3 with newly 
assigned ticket numbers, but it would be preferable for us if we can 
preserve the old ticket numbers in the new RT, for tracking purposes.  (I 
know, we should have thought of all this at the time we upgraded!).

Thanks.

Mike

_____________________________________________________________________
Mike Friedman                   System and Network Security
mikef at ack.Berkeley.EDU          2484 Shattuck Avenue
1-510-642-1410                  University of California at Berkeley
http://ack.Berkeley.EDU/~mikef  http://security.berkeley.edu
_____________________________________________________________________

-----BEGIN PGP SIGNATURE-----
Version: PGP 6.5.8

iQA/AwUBQ/JPxa0bf1iNr4mCEQK1nACg/ksChQVEAWbolYb7Gz0G1gYwK08Ani0B
V5HZSl7IIHXhsBCOcv/OovB9
=igSW
-----END PGP SIGNATURE-----


From nmetrowsky at digitalglobe.com  Tue Feb 14 17:24:45 2006
From: nmetrowsky at digitalglobe.com (Nick Metrowsky)
Date: Tue, 14 Feb 2006 15:24:45 -0700
Subject: [rt-users] URL in a Ticket?
Message-ID: <C1BF1C58F42A304A899E2933C220F48A2AED9B@COMAIL02.digitalglobe.com>

Hi Everyone,

 

Does anyone know of a way to create a clickable HTTP link (URL) that can
go into the body of a Ticket using Request Tracker V3?

 

I have tried a few things, including an HREF, but I do not get a
clickable link.

 

Thank you for your help in advance.

 

Take care!

 

Nick

 

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

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com> 

DigitalGlobe (r), An Imaging and Information Company

http://www.digitalglobe.com <http://www.digitalglobe.com> 

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

 

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From ESchultz at corp.untd.com  Tue Feb 14 17:37:24 2006
From: ESchultz at corp.untd.com (Schultz, Eric)
Date: Tue, 14 Feb 2006 14:37:24 -0800
Subject: [rt-users] URL in a Ticket?
Message-ID: <5613F89D78D2F545A40423EBA5535C300D682CC3@LAXEVS01.lax.corp.int.untd.com>

The problem is that RT will Scrub the HTML for you before it is
displayed.  I believe you can muck with the ScrubHTML file to possibly
remove the 'A' element?  Either that, or have a callback that looks for
the scrubbed characters and reverts them before display.


________________________________

	From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nick
Metrowsky
	Sent: Tuesday, February 14, 2006 2:25 PM
	To: rt-users at lists.bestpractical.com
	Subject: [rt-users] URL in a Ticket?
	
	

	Hi Everyone,

	 

	Does anyone know of a way to create a clickable HTTP link (URL)
that can go into the body of a Ticket using Request Tracker V3?

	 

	I have tried a few things, including an HREF, but I do not get a
clickable link.

	 

	Thank you for your help in advance.

	 

	Take care!

	 

	Nick

	 

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

	Nick Metrowsky

	Consulting System Administrator

	303-684-4785 Office

	303-684-4100 Fax

	nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com>


	DigitalGlobe (r), An Imaging and Information Company

	http://www.digitalglobe.com <http://www.digitalglobe.com> 

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

	 



From nmetrowsky at digitalglobe.com  Tue Feb 14 17:51:08 2006
From: nmetrowsky at digitalglobe.com (Nick Metrowsky)
Date: Tue, 14 Feb 2006 15:51:08 -0700
Subject: [rt-users] URL in a Ticket?
Message-ID: <C1BF1C58F42A304A899E2933C220F48A2AEDA5@COMAIL02.digitalglobe.com>

Hi Eric,

Thank you for your info. I can see why this is done, because mail sent
via Exchange is in HTML format, and htmlSCRUB's purpose in life is just
to allow text through. This makes logical sense. Now, I need to explain
this to the user who wanted the capability.

Take care!

Nick

------------------------------------------------------------------------
---------
Nick Metrowsky
Consulting System Administrator
303-684-4785 Office
303-684-4100 Fax
nmetrowsky at digitalglobe.com
DigitalGlobe (r), An Imaging and Information Company
http://www.digitalglobe.com
------------------------------------------------------------------------
---------

-----Original Message-----
From: Schultz, Eric [mailto:ESchultz at corp.untd.com] 
Sent: Tuesday, February 14, 2006 3:37 PM
To: Nick Metrowsky; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] URL in a Ticket?

The problem is that RT will Scrub the HTML for you before it is
displayed.  I believe you can muck with the ScrubHTML file to possibly
remove the 'A' element?  Either that, or have a callback that looks for
the scrubbed characters and reverts them before display.


________________________________

	From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nick
Metrowsky
	Sent: Tuesday, February 14, 2006 2:25 PM
	To: rt-users at lists.bestpractical.com
	Subject: [rt-users] URL in a Ticket?
	
	

	Hi Everyone,

	 

	Does anyone know of a way to create a clickable HTTP link (URL)
that can go into the body of a Ticket using Request Tracker V3?

	 

	I have tried a few things, including an HREF, but I do not get a
clickable link.

	 

	Thank you for your help in advance.

	 

	Take care!

	 

	Nick

	 

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

	Nick Metrowsky

	Consulting System Administrator

	303-684-4785 Office

	303-684-4100 Fax

	nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com>


	DigitalGlobe (r), An Imaging and Information Company

	http://www.digitalglobe.com <http://www.digitalglobe.com> 

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

	 



From andrew at staff.esc.net.au  Tue Feb 14 18:02:06 2006
From: andrew at staff.esc.net.au (Andrew Xenides)
Date: Tue, 14 Feb 2006 23:02:06 -0000
Subject: [rt-users] URL in a Ticket?
In-Reply-To: <C1BF1C58F42A304A899E2933C220F48A2AEDA5@COMAIL02.digitalglobe.com>
Message-ID: <20060214230119.28FA56230FC@sr-gw.esc.net.au>

This can be done, I have used this patch from the wiki in my ticket

http://wiki.bestpractical.com/index.cgi?ClickableLinks

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nick
Metrowsky
Sent: Wednesday, February 15, 2006 9:21 AM
To: Schultz, Eric; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] URL in a Ticket?

Hi Eric,

Thank you for your info. I can see why this is done, because mail sent
via Exchange is in HTML format, and htmlSCRUB's purpose in life is just
to allow text through. This makes logical sense. Now, I need to explain
this to the user who wanted the capability.

Take care!

Nick

------------------------------------------------------------------------
---------
Nick Metrowsky
Consulting System Administrator
303-684-4785 Office
303-684-4100 Fax
nmetrowsky at digitalglobe.com
DigitalGlobe (r), An Imaging and Information Company
http://www.digitalglobe.com
------------------------------------------------------------------------
---------

-----Original Message-----
From: Schultz, Eric [mailto:ESchultz at corp.untd.com] 
Sent: Tuesday, February 14, 2006 3:37 PM
To: Nick Metrowsky; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] URL in a Ticket?

The problem is that RT will Scrub the HTML for you before it is
displayed.  I believe you can muck with the ScrubHTML file to possibly
remove the 'A' element?  Either that, or have a callback that looks for
the scrubbed characters and reverts them before display.


________________________________

	From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nick
Metrowsky
	Sent: Tuesday, February 14, 2006 2:25 PM
	To: rt-users at lists.bestpractical.com
	Subject: [rt-users] URL in a Ticket?
	
	

	Hi Everyone,

	 

	Does anyone know of a way to create a clickable HTTP link (URL)
that can go into the body of a Ticket using Request Tracker V3?

	 

	I have tried a few things, including an HREF, but I do not get a
clickable link.

	 

	Thank you for your help in advance.

	 

	Take care!

	 

	Nick

	 

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

	Nick Metrowsky

	Consulting System Administrator

	303-684-4785 Office

	303-684-4100 Fax

	nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com>


	DigitalGlobe (r), An Imaging and Information Company

	http://www.digitalglobe.com <http://www.digitalglobe.com> 

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

	 

_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O'Reilly Media at
http://rtbook.bestpractical.com

WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at
http://bestpractical.com/services/training.html



From nmetrowsky at digitalglobe.com  Tue Feb 14 18:07:02 2006
From: nmetrowsky at digitalglobe.com (Nick Metrowsky)
Date: Tue, 14 Feb 2006 16:07:02 -0700
Subject: [rt-users] URL in a Ticket?
Message-ID: <C1BF1C58F42A304A899E2933C220F48A2AEDB1@COMAIL02.digitalglobe.com>

Hi Andrew,

Thank you for your response. I must have missed it in the Wiki. Thank
you for pointing it out for me.

Take care!

Nick

------------------------------------------------------------------------
---------
Nick Metrowsky
Consulting System Administrator
303-684-4785 Office
303-684-4100 Fax
nmetrowsky at digitalglobe.com
DigitalGlobe (r), An Imaging and Information Company
http://www.digitalglobe.com
------------------------------------------------------------------------
---------

-----Original Message-----
From: Andrew Xenides [mailto:andrew at staff.esc.net.au] 
Sent: Tuesday, January 14, 2003 2:52 AM
To: Nick Metrowsky; 'Schultz, Eric'; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] URL in a Ticket?

This can be done, I have used this patch from the wiki in my ticket

http://wiki.bestpractical.com/index.cgi?ClickableLinks

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nick
Metrowsky
Sent: Wednesday, February 15, 2006 9:21 AM
To: Schultz, Eric; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] URL in a Ticket?

Hi Eric,

Thank you for your info. I can see why this is done, because mail sent
via Exchange is in HTML format, and htmlSCRUB's purpose in life is just
to allow text through. This makes logical sense. Now, I need to explain
this to the user who wanted the capability.

Take care!

Nick

------------------------------------------------------------------------
---------
Nick Metrowsky
Consulting System Administrator
303-684-4785 Office
303-684-4100 Fax
nmetrowsky at digitalglobe.com
DigitalGlobe (r), An Imaging and Information Company
http://www.digitalglobe.com
------------------------------------------------------------------------
---------

-----Original Message-----
From: Schultz, Eric [mailto:ESchultz at corp.untd.com] 
Sent: Tuesday, February 14, 2006 3:37 PM
To: Nick Metrowsky; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] URL in a Ticket?

The problem is that RT will Scrub the HTML for you before it is
displayed.  I believe you can muck with the ScrubHTML file to possibly
remove the 'A' element?  Either that, or have a callback that looks for
the scrubbed characters and reverts them before display.


________________________________

	From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nick
Metrowsky
	Sent: Tuesday, February 14, 2006 2:25 PM
	To: rt-users at lists.bestpractical.com
	Subject: [rt-users] URL in a Ticket?
	
	

	Hi Everyone,

	 

	Does anyone know of a way to create a clickable HTTP link (URL)
that can go into the body of a Ticket using Request Tracker V3?

	 

	I have tried a few things, including an HREF, but I do not get a
clickable link.

	 

	Thank you for your help in advance.

	 

	Take care!

	 

	Nick

	 

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

	Nick Metrowsky

	Consulting System Administrator

	303-684-4785 Office

	303-684-4100 Fax

	nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com>


	DigitalGlobe (r), An Imaging and Information Company

	http://www.digitalglobe.com <http://www.digitalglobe.com> 

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

	 

_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O'Reilly Media at
http://rtbook.bestpractical.com

WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at
http://bestpractical.com/services/training.html



From nmetrowsky at digitalglobe.com  Tue Feb 14 18:19:38 2006
From: nmetrowsky at digitalglobe.com (Nick Metrowsky)
Date: Tue, 14 Feb 2006 16:19:38 -0700
Subject: [rt-users] URL in a Ticket?
Message-ID: <C1BF1C58F42A304A899E2933C220F48A2AEDBF@COMAIL02.digitalglobe.com>

Hi Andrew,

I tried the second patch and it works like a charm. Thanks again!

Take care!

Nick

------------------------------------------------------------------------
---------
Nick Metrowsky
Consulting System Administrator
303-684-4785 Office
303-684-4100 Fax
nmetrowsky at digitalglobe.com
DigitalGlobe (r), An Imaging and Information Company
http://www.digitalglobe.com
------------------------------------------------------------------------
---------

-----Original Message-----
From: Andrew Xenides [mailto:andrew at staff.esc.net.au] 
Sent: Tuesday, January 14, 2003 2:52 AM
To: Nick Metrowsky; 'Schultz, Eric'; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] URL in a Ticket?

This can be done, I have used this patch from the wiki in my ticket

http://wiki.bestpractical.com/index.cgi?ClickableLinks

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nick
Metrowsky
Sent: Wednesday, February 15, 2006 9:21 AM
To: Schultz, Eric; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] URL in a Ticket?

Hi Eric,

Thank you for your info. I can see why this is done, because mail sent
via Exchange is in HTML format, and htmlSCRUB's purpose in life is just
to allow text through. This makes logical sense. Now, I need to explain
this to the user who wanted the capability.

Take care!

Nick

------------------------------------------------------------------------
---------
Nick Metrowsky
Consulting System Administrator
303-684-4785 Office
303-684-4100 Fax
nmetrowsky at digitalglobe.com
DigitalGlobe (r), An Imaging and Information Company
http://www.digitalglobe.com
------------------------------------------------------------------------
---------

-----Original Message-----
From: Schultz, Eric [mailto:ESchultz at corp.untd.com] 
Sent: Tuesday, February 14, 2006 3:37 PM
To: Nick Metrowsky; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] URL in a Ticket?

The problem is that RT will Scrub the HTML for you before it is
displayed.  I believe you can muck with the ScrubHTML file to possibly
remove the 'A' element?  Either that, or have a callback that looks for
the scrubbed characters and reverts them before display.


________________________________

	From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nick
Metrowsky
	Sent: Tuesday, February 14, 2006 2:25 PM
	To: rt-users at lists.bestpractical.com
	Subject: [rt-users] URL in a Ticket?
	
	

	Hi Everyone,

	 

	Does anyone know of a way to create a clickable HTTP link (URL)
that can go into the body of a Ticket using Request Tracker V3?

	 

	I have tried a few things, including an HREF, but I do not get a
clickable link.

	 

	Thank you for your help in advance.

	 

	Take care!

	 

	Nick

	 

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

	Nick Metrowsky

	Consulting System Administrator

	303-684-4785 Office

	303-684-4100 Fax

	nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com>


	DigitalGlobe (r), An Imaging and Information Company

	http://www.digitalglobe.com <http://www.digitalglobe.com> 

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

	 

_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O'Reilly Media at
http://rtbook.bestpractical.com

WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at
http://bestpractical.com/services/training.html



From Robert at directnetit.com.au  Wed Feb 15 02:09:24 2006
From: Robert at directnetit.com.au (Robert Rowland)
Date: Wed, 15 Feb 2006 18:09:24 +1100
Subject: [rt-users] HUGE memory usage
Message-ID: <B4F36250D1D04D418C4C30FAC92D63BC0DE7AD@winserv1.DirectnetIT.lan>

>> I had the same problem on my Gentoo machine.  It was a newly
installed 
>> system with a clean database, its only roll was RT .
>>
>> Apache 2.0.55
>> Perl 5.8.7
>> mod_perl 2.0.1-r2
>> MySQL 5.0.18
>>
>> I tried both perl and fastcgi, only with apache2, but found the same 
>> thing via both.  Due to time constraints I had to move to another 
>> distro to get it up and running ASAP but if a cause is found I would 
>> love to migrate it back to my Gentoo server.

> Anyone on this list got it to work on gentoo then? :-)

Yes, we have no problems with 3.4.5 on a Gentoo server

Perl 5.8.7
MySQL 5.0.16
mod_perl 2.0.1-r2
mod_fastcgi 2.4.2-r1

Using FastCGI on Apache2

Installed mostly according to the Gentoo guide in the wiki, with some
tweaking when the app didn't work at first...

Regards,
 
 
Robert Rowland


From rt at tux.datalink.co.za  Wed Feb 15 03:30:03 2006
From: rt at tux.datalink.co.za (Leon)
Date: Wed, 15 Feb 2006 10:30:03 +0200
Subject: [rt-users] blocking responce on resolved emailed
Message-ID: <43F2E68B.9020301@tux.datalink.co.za>

The "OnResolveOnce" in the Wiki almost does what I need. It checks to 
see if the ticket has been resolved once and then doesn't send a mail to 
the requester if it is resolved again. I have already disabled the scrip 
that re-opens the ticket if it is already resolved. I just need the 
scrip to prevent sending any email at all if someone replies to the 
RESOLVED ticket. It is ok to store it as a transaction, but no emails. 
(not even to the internal users of the RT system.

Would it be possible to just change the "OnResolveOnce" Scrip to do this 
or do I have to change all the correspondents scrips?
If so what do I need to change on the scrips to accomplish this?

Regards
Leon

-- 
This message has been scanned for viruses and
dangerous content by MailScanner, and is
believed to be clean.



From rt at tux.datalink.co.za  Wed Feb 15 04:45:01 2006
From: rt at tux.datalink.co.za (Leon)
Date: Wed, 15 Feb 2006 11:45:01 +0200
Subject: [rt-users] Blocking mail to RT
Message-ID: <43F2F81D.5030203@tux.datalink.co.za>

I need to block certain mail from being accepted by RT.

Will the email plugin facility help for this? I know now that at scrip 
time, it is to late, since it has already been loaded into the database 
at that time.
I need to block any new email coming in, that has CC addresses.

Regards
Leon

-- 
This message has been scanned for viruses and
dangerous content by MailScanner, and is
believed to be clean.



From giles.constant at wtg.cw.com  Wed Feb 15 06:47:18 2006
From: giles.constant at wtg.cw.com (Giles Constant)
Date: Wed, 15 Feb 2006 11:47:18 +0000
Subject: [rt-users] HUGE memory usage
In-Reply-To: <B4F36250D1D04D418C4C30FAC92D63BC0DE7AD@winserv1.DirectnetIT.lan>
References: <B4F36250D1D04D418C4C30FAC92D63BC0DE7AD@winserv1.DirectnetIT.lan>
Message-ID: <200602151147.19197.giles.constant@wtg.cw.com>

On Wednesday 15 February 2006 07:09, Robert Rowland wrote:
> > Anyone on this list got it to work on gentoo then? :-)
>
> Yes, we have no problems with 3.4.5 on a Gentoo server
>
> Perl 5.8.7
> MySQL 5.0.16
> mod_perl 2.0.1-r2
> mod_fastcgi 2.4.2-r1
>
> Using FastCGI on Apache2
>
> Installed mostly according to the Gentoo guide in the wiki, with some
> tweaking when the app didn't work at first...

Hmm.. me too.  I'm in the process of an "emerge --deep --update world", to see 
if that fixes it.. 140 packages to go :-/

Thing is, other then the fact that it takes 5 minutes to do anything, rt is 
working.  I'm wondering if there's some sort of allocation loop or something 
in a stray perl module somewhere.

-- 
Giles Constant
Systems Programmer
C&W Web Technology Group

Tel +44 (0) 20 7339 8600
DDI +44 (0) 20 7339 8728


From lwang at clusterfs.com  Wed Feb 15 06:55:55 2006
From: lwang at clusterfs.com (lwang)
Date: Wed, 15 Feb 2006 19:55:55 +0800
Subject: [rt-users] Blocking mail to RT
In-Reply-To: <43F2F81D.5030203@tux.datalink.co.za>
References: <43F2F81D.5030203@tux.datalink.co.za>
Message-ID: <43F316CB.7080607@clusterfs.com>

I am very interesting on this area too.

Any suggestion is much appreciated.

- Wang

Leon wrote:
> I need to block certain mail from being accepted by RT.
> 
> Will the email plugin facility help for this? I know now that at scrip 
> time, it is to late, since it has already been loaded into the database 
> at that time.
> I need to block any new email coming in, that has CC addresses.
> 
> Regards
> Leon
> 



From rt at tux.datalink.co.za  Wed Feb 15 07:48:33 2006
From: rt at tux.datalink.co.za (Leon)
Date: Wed, 15 Feb 2006 14:48:33 +0200
Subject: [rt-users] SetStatus with rt-Crontoll
Message-ID: <43F32321.9070501@tux.datalink.co.za>

I have used the SetPriority example from the Wiki and I am trying to 
resolve tickets after a couple of days, but when I try to SetStatus  in 
place of SetPriority, I get the following error:

[Wed Feb 15 12:41:45 2006] [crit]: Failed to load module 
RT::Action::SetStatus. () at /opt/rt3/bin/rt-crontool line 163. 
(/opt/rt3/lib/RT.pm:295)

I am trying to execute this:
/opt/rt3/bin/rt-crontool \
   --search RT::Search::ActiveTicketsInQueue  --search-arg onyxplus \
   --condition RT::Condition::UntouchedInHours --condition-arg 0 \
   --action RT::Action::SetStatus --action-arg resolved \
   --verbose

Any Ideas what could be wrong?

Regards
leon

-- 
This message has been scanned for viruses and
dangerous content by MailScanner, and is
believed to be clean.



From barnesaw at ucrwcu.rwc.uc.edu  Wed Feb 15 08:02:19 2006
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Wed, 15 Feb 2006 08:02:19 -0500
Subject: [rt-users] Inserting tickets at unused ticket numbers
In-Reply-To: <20060214133100.L62973@malcolm.berkeley.edu>
References: <20060214133100.L62973@malcolm.berkeley.edu>
Message-ID: <43F3265B.8010500@ucrwcu.rwc.uc.edu>

I suspect that you'll run into problems with transaction numbers.  In 
fact, I'm quite certain of this.  I would call this a BAD idea, 
especially if you want all data preserved such as creation and last 
updated dates.


Mike Friedman wrote:
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
>
> When we moved from RT 2.0.15 to 3.4.2 a while back, we decided not to 
> carry over our old tickets.  Instead we just built a new RT with a 
> fresh database.  But in order to avoid confusion with our ticket 
> history, we told RT3 to begin ticket numbering at a higher number than 
> that of the last RT2 ticket (i.e., we started RT3 with ticket #60000).
>
> Now we'd like to see if we can move the RT2 tickets (we're still 
> running RT2 on another machine) to RT3, *preserving* their old ticket 
> numbers (which are unused numbers in RT3).
>
> Is there a safe way to do this?  Could we, for example, temporarily 
> reset the ticket id auto-increment starting value from 60000 to 1, 
> feed the old tickets in with their original numbers, then reset the 
> auto-increment starting value back to 60000?  Would new tickets 
> subsequently created start at the next available number after our 
> highest RT3 ticket number, or would RT get confused because it would 
> try to start creating new tickets with number 60001?
>
> I have a feeling this will cause problems, but I'd like to find out 
> for sure.
>
> Of course we can always move the tickets from RT2 to RT3 with newly 
> assigned ticket numbers, but it would be preferable for us if we can 
> preserve the old ticket numbers in the new RT, for tracking purposes.  
> (I know, we should have thought of all this at the time we upgraded!).
>
> Thanks.
>
> Mike
>
> _____________________________________________________________________
> Mike Friedman                   System and Network Security
> mikef at ack.Berkeley.EDU          2484 Shattuck Avenue
> 1-510-642-1410                  University of California at Berkeley
> http://ack.Berkeley.EDU/~mikef  http://security.berkeley.edu
> _____________________________________________________________________
>
> -----BEGIN PGP SIGNATURE-----
> Version: PGP 6.5.8
>
> iQA/AwUBQ/JPxa0bf1iNr4mCEQK1nACg/ksChQVEAWbolYb7Gz0G1gYwK08Ani0B
> V5HZSl7IIHXhsBCOcv/OovB9
> =igSW
> -----END PGP SIGNATURE-----
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at 
> http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at 
> http://bestpractical.com/services/training.html

-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati



From barnesaw at ucrwcu.rwc.uc.edu  Wed Feb 15 08:06:40 2006
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Wed, 15 Feb 2006 08:06:40 -0500
Subject: [rt-users] Blocking mail to RT
In-Reply-To: <43F2F81D.5030203@tux.datalink.co.za>
References: <43F2F81D.5030203@tux.datalink.co.za>
Message-ID: <43F32760.6070208@ucrwcu.rwc.uc.edu>

I suspect that you will need to scrub the CC addresses before it hits 
RT.  Or check RT_SiteConfig.pm for $ParseNewMessageForTicketCcs to 
prevent RT from adding them as ticket watchers.


Leon wrote:
> I need to block certain mail from being accepted by RT.
>
> Will the email plugin facility help for this? I know now that at scrip 
> time, it is to late, since it has already been loaded into the 
> database at that time.
> I need to block any new email coming in, that has CC addresses.
>
> Regards
> Leon
>

-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati



From sturner at MIT.EDU  Wed Feb 15 10:13:12 2006
From: sturner at MIT.EDU (Stephen Turner)
Date: Wed, 15 Feb 2006 10:13:12 -0500
Subject: [rt-users] Blocking mail to RT
In-Reply-To: <43F2F81D.5030203@tux.datalink.co.za>
References: <43F2F81D.5030203@tux.datalink.co.za>
Message-ID: <6.2.1.2.2.20060215095459.0387db88@po14.mit.edu>

At Wednesday 2/15/2006 04:45 AM, Leon wrote:
>I need to block certain mail from being accepted by RT.
>
>Will the email plugin facility help for this? I know now that at scrip 
>time, it is to late, since it has already been loaded into the database at 
>that time.
>I need to block any new email coming in, that has CC addresses.
>
>Regards
>Leon

You could use a scrip to immediately delete these tickets - that's not 
really blocking, but at least you wouldn't see the tickets.

Alternatively, assuming you want RT to handle this task, you could write a 
mail filter. I couldn't see anything on the wiki about this - here's a 
quick summary of something we did:

1. Create a perl module to handle the filtering - call it MyFilter.pm or 
whatever, and put it in $RT_HOME/local/lib/RT/Interface/Email/Filter (see 3 
below for detail).

2. Tell RT to use the filter. In RT_SiteConfig.pm:

        @RT::MailPlugins = ("Filter::MyFilter", "Auth::MailFrom");

3.  The code for the filter is (briefly):

# BEGIN FILTER CODE
package RT::Interface::Email::Filter::MyFilter;

# The plugin engine calls GetCurrentUser to pass judgement on a message.
# Return (undef, 0) when mail is allowed, (undef, -1) when it should be 
dropped.
sub GetCurrentUser {
     local $_;

     my %args = (
         Message     => undef,
         CurrentUser => undef,
         AuthLevel   => undef,
         @_
     );

# YOUR LOGIC HERE

}
1;
# END FILTER CODE

where pseudocode for the "YOUR LOGIC HERE" piece would be:

IF you want the mail
        return (undef, 0)
ELSE
        return (undef, -1)
ENDIF

You can look at  mail headers in this code like this:

$args{'Message'}->head()->get('Some-Mail-Header');


Hope this all makes sense and that I haven't missed anything out.
Steve



From jfenner at vitamix.com  Wed Feb 15 10:20:29 2006
From: jfenner at vitamix.com (Jason Fenner)
Date: Wed, 15 Feb 2006 10:20:29 -0500
Subject: [rt-users] Delete RT User?
Message-ID: <43F346BD.50402@vitamix.com>

This may sound like a dumb question, but I'm going to ask...

How do I delete a RT user through the web interface.  I'm logged in as 
root and I just can't find where you can delete users.

Tahnk You!



From sturner at MIT.EDU  Wed Feb 15 10:24:37 2006
From: sturner at MIT.EDU (Stephen Turner)
Date: Wed, 15 Feb 2006 10:24:37 -0500
Subject: [rt-users] Inserting tickets at unused ticket numbers
In-Reply-To: <20060214133100.L62973@malcolm.berkeley.edu>
References: <20060214133100.L62973@malcolm.berkeley.edu>
Message-ID: <6.2.1.2.2.20060215101617.0385dd08@po14.mit.edu>

At Tuesday 2/14/2006 04:46 PM, Mike Friedman wrote:
>-----BEGIN PGP SIGNED MESSAGE-----
>Hash: SHA1
>
>When we moved from RT 2.0.15 to 3.4.2 a while back, we decided not to 
>carry over our old tickets.  Instead we just built a new RT with a fresh 
>database.  But in order to avoid confusion with our ticket history, we 
>told RT3 to begin ticket numbering at a higher number than that of the 
>last RT2 ticket (i.e., we started RT3 with ticket #60000).
>
>Now we'd like to see if we can move the RT2 tickets (we're still running 
>RT2 on another machine) to RT3, *preserving* their old ticket numbers 
>(which are unused numbers in RT3).
>
>Is there a safe way to do this?  Could we, for example, temporarily reset 
>the ticket id auto-increment starting value from 60000 to 1, feed the old 
>tickets in with their original numbers, then reset the auto-increment 
>starting value back to 60000?  Would new tickets subsequently created 
>start at the next available number after our highest RT3 ticket number, or 
>would RT get confused because it would try to start creating new tickets 
>with number 60001?

How are you planning to insert the latest batch of tickets? If you use the 
API to create a ticket and you supply a ticket number, I think it might be 
true that your supplied value will be used, rather than an autogenned 
value, but I can't be absolutely sure about that - it's worth a try.

Playing with the ticket ID auto-increment might not do what you want - can 
you guarantee that your old tickets have IDs in an unbroken sequence 
starting from 1? If there are gaps in the old ticket numbers, you'll end up 
with mismatches.

Steve



From sturner at MIT.EDU  Wed Feb 15 10:27:02 2006
From: sturner at MIT.EDU (Stephen Turner)
Date: Wed, 15 Feb 2006 10:27:02 -0500
Subject: [rt-users] Delete RT User?
In-Reply-To: <43F346BD.50402@vitamix.com>
References: <43F346BD.50402@vitamix.com>
Message-ID: <6.2.1.2.2.20060215102555.03925210@po14.mit.edu>

At Wednesday 2/15/2006 10:20 AM, Jason Fenner wrote:
>This may sound like a dumb question, but I'm going to ask...
>
>How do I delete a RT user through the web interface.  I'm logged in as 
>root and I just can't find where you can delete users.

You can't - unless you install Ruslan's excellent RTx::Shredder package. 
See  http://wiki.bestpractical.com/index.cgi?Contributions under "Packages"

Steve



From asmoore at edge.net  Wed Feb 15 11:24:14 2006
From: asmoore at edge.net (Alex Moore)
Date: Wed, 15 Feb 2006 10:24:14 -0600
Subject: [rt-users] uninitialized value in pattern match (m//)
Message-ID: <20060215102414.00002df6@sws602.mcsun.local>

Using rt 3.4.5, apache 1.3.33, mod perl 1.29 on Solaris

I was using perl 5.8.7 and I did not see this message.  Now that I am
using perl 5.8.8, I see this message a lot.  It appears to be from
custom value processing, but I do not know how to fix this.

Is this a known problem with perl 5.8.8 and if so, is there a patch
that I need?

Thanks,

Alex

-- 


From jesse at bestpractical.com  Wed Feb 15 11:39:45 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 15 Feb 2006 11:39:45 -0500
Subject: [rt-users] uninitialized value in pattern match (m//)
In-Reply-To: <20060215102414.00002df6@sws602.mcsun.local>
References: <20060215102414.00002df6@sws602.mcsun.local>
Message-ID: <20060215163945.GL4170@bestpractical.com>




On Wed, Feb 15, 2006 at 10:24:14AM -0600, Alex Moore wrote:
> Using rt 3.4.5, apache 1.3.33, mod perl 1.29 on Solaris
> 
> I was using perl 5.8.7 and I did not see this message.  Now that I am
> using perl 5.8.8, I see this message a lot.  It appears to be from
> custom value processing, but I do not know how to fix this.
> 
> Is this a known problem with perl 5.8.8 and if so, is there a patch
> that I need?

Perl 5.8.8 got a lot stricter about processing some things and is better
able to unmask issues like this in apps like RT. It's harmless but we
should be cleaning it up in the nearish future.

> 
> Thanks,
> 
> Alex
> 
> -- 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
> 

-- 


From beer at cmu.edu  Wed Feb 15 11:19:13 2006
From: beer at cmu.edu (beer)
Date: Wed, 15 Feb 2006 11:19:13 -0500 (EST)
Subject: [rt-users] Global scrip failure 
Message-ID: <1330.128.237.240.95.1140020353.squirrel@128.237.240.95>

Hello

The global scrip to generate mail to Requestors and CC's on Correspond is not working in my system.  I get the following error in syslog:

Feb 15 10:26:05 hostname RT: error:    unexpected end of header  error:   
couldn't parse head; error near: Foo  
(/opt/rt3/lib/RT/Template_Overlay.pm:341)
Feb 15 10:26:06 hostname RT:
<rt-3.2.1-10206-817-5.17.5684272561923 at foo.org> #10206/817 - Scrip 5 
(/opt/rt3/lib/RT/Action/SendEmail.pm:209)
Feb 15 10:26:06 hostname RT:
<rt-3.2.1-10206-817-5.17.5684272561923 at foo.org> No recipients found.
Not sending.  (/opt/rt3/lib/RT/Action/SendEmail.pm:221)

Anyone have any insights on what might be causing this?

Thanks

-bill



From sturner at MIT.EDU  Wed Feb 15 11:43:30 2006
From: sturner at MIT.EDU (Stephen Turner)
Date: Wed, 15 Feb 2006 11:43:30 -0500
Subject: [rt-users] Global scrip failure 
In-Reply-To: <1330.128.237.240.95.1140020353.squirrel@128.237.240.95>
References: <1330.128.237.240.95.1140020353.squirrel@128.237.240.95>
Message-ID: <6.2.1.2.2.20060215114151.039b9a60@po14.mit.edu>


At Wednesday 2/15/2006 11:19 AM, beer wrote:
>Hello
>
>The global scrip to generate mail to Requestors and CC's on Correspond is 
>not working in my system.  I get the following error in syslog:
>
>Feb 15 10:26:05 hostname RT: error:    unexpected end of header  error:
>couldn't parse head; error near: Foo
>(/opt/rt3/lib/RT/Template_Overlay.pm:341)
>Feb 15 10:26:06 hostname RT:
><rt-3.2.1-10206-817-5.17.5684272561923 at foo.org> #10206/817 - Scrip 5
>(/opt/rt3/lib/RT/Action/SendEmail.pm:209)
>Feb 15 10:26:06 hostname RT:
><rt-3.2.1-10206-817-5.17.5684272561923 at foo.org> No recipients found.
>Not sending.  (/opt/rt3/lib/RT/Action/SendEmail.pm:221)
>
>Anyone have any insights on what might be causing this?
>
>Thanks
>
>-bill

Bill,

I'm guessing your template doesn't have a blank line (or mail headers) at 
the top. If that's not it, can you post the template content?

Steve 



From fjonckers at Interconnect.be  Wed Feb 15 12:05:57 2006
From: fjonckers at Interconnect.be (Filip Jonckers)
Date: Wed, 15 Feb 2006 18:05:57 +0100
Subject: [rt-users] adding normal HTML pages
Message-ID: <DA947DDAB9D3114E9F99129C654D1F862DFFD9@sicnt01.INTERCONNECT.LOCAL>

I would like to add a separate folder with normal HTML files
Inside the RT website (/rt3/shared/html)
For testing I added:  /rt3/shared/html/test/index.htm

My current apache config looks like:


# load fastcgi
LoadModule fastcgi_module /usr/lib/apache2/mod_fastcgi.so
# Tell FastCGI to put its temporary files somewhere sane.
FastCgiIpcDir /tmp
# Number of processes is tunable, but you need at least 3 or 4
# "FastCgiServer" is illegal in the VirtualHost section
FastCgiServer /rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 4
ServerName helpdesk.interconnect.be
DocumentRoot /rt3/share/html
AddHandler fastcgi-script fcgi
ScriptAlias / /rt3/bin/mason_handler.fcgi/
ErrorLog /var/log/apache2/rt_error
CustomLog /var/log/apache2/rt-access_log common
<Location />
   AddDefaultCharset UTF-8
   SetHandler fastcgi-script
</Location>
<Directory "/rt3">
  Order allow,deny
  Allow from all
</Directory>


I tried to add the following - but it keeps starting the the mason
handler :-/

<Location /test>
   AddDefaultCharset UTF-8
   SetHandler None
</Location>

Can someone help me out ?

Thanks,
Filip




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From AMyers at abacus-us.com  Wed Feb 15 12:44:13 2006
From: AMyers at abacus-us.com (Myers, Adam)
Date: Wed, 15 Feb 2006 10:44:13 -0700
Subject: [rt-users] adding normal HTML pages
Message-ID: <205D20196806AE41A9D8A9E982659E27036C0DFE@THN-EXCLS2.dc1.doubleclick.corp>

Try This:

<Location /test>
   SetHandler default-handler
</Location> 

Works for me when I want to load regular web pages and documents.

Adam
* NOTE: This message is intended only for the use of the individual or entity to whom it is addressed and contains information that is privileged, confidential and exempt from disclosure. If the reader of this message is not the intended recipient or an employee or agent responsible for delivering the message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify me immediately via reply e-mail and please delete this communication.


From nixon at nsc.liu.se  Wed Feb 15 11:44:04 2006
From: nixon at nsc.liu.se (Leif Nixon)
Date: Wed, 15 Feb 2006 17:44:04 +0100
Subject: [rt-users] Blocking mail to RT
In-Reply-To: <43F2F81D.5030203@tux.datalink.co.za> (rt@tux.datalink.co.za's
	message of "Wed, 15 Feb 2006 11:45:01 +0200")
References: <43F2F81D.5030203@tux.datalink.co.za>
Message-ID: <m3irrg608b.fsf@nammatj.nsc.liu.se>

Leon <rt at tux.datalink.co.za> writes:

> I need to block certain mail from being accepted by RT.

So never send it to RT.

Things like this is better implemented outside RT. For example, I use
procmail to stop spam from entering RT at all.

-- 
Leif Nixon                       -            Systems expert
------------------------------------------------------------
National Supercomputer Centre    -      Linkoping University
------------------------------------------------------------


From chaim.rieger at gmail.com  Wed Feb 15 14:15:06 2006
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Wed, 15 Feb 2006 11:15:06 -0800
Subject: [rt-users] approvals question
Message-ID: <9B04A2DF-C454-4E07-8180-D2D219B2F9CF@gmail.com>


when i send an email to the approvals queue it spawns a new ticket  
that requires approval, this is great,

can i somehow make it so that when i send an email to the general  
queue, with "Approval request" in the subject line, to have it do the  
same, or can this only happen to the approval queue.





From ruslan.zakirov at gmail.com  Wed Feb 15 18:44:02 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 16 Feb 2006 02:44:02 +0300
Subject: [rt-users] SetStatus with rt-Crontoll
In-Reply-To: <43F32321.9070501@tux.datalink.co.za>
References: <43F32321.9070501@tux.datalink.co.za>
Message-ID: <589c94400602151544m4cb1b963te9a99069d210fcc0@mail.gmail.com>

On 2/15/06, Leon <rt at tux.datalink.co.za> wrote:
> I have used the SetPriority example from the Wiki and I am trying to
> resolve tickets after a couple of days, but when I try to SetStatus  in
> place of SetPriority, I get the following error:
>
> [Wed Feb 15 12:41:45 2006] [crit]: Failed to load module
> RT::Action::SetStatus. () at /opt/rt3/bin/rt-crontool line 163.
> (/opt/rt3/lib/RT.pm:295)
>
> I am trying to execute this:
> /opt/rt3/bin/rt-crontool \
>    --search RT::Search::ActiveTicketsInQueue  --search-arg onyxplus \
>    --condition RT::Condition::UntouchedInHours --condition-arg 0 \
>    --action RT::Action::SetStatus --action-arg resolved \
>    --verbose
>
> Any Ideas what could be wrong?
Yes, there is no SetStatus action in the RT.

>
> Regards
> leon
>
> --
> This message has been scanned for viruses and
> dangerous content by MailScanner, and is
> believed to be clean.
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
>


--
Best regards, Ruslan.

From ruslan.zakirov at gmail.com  Wed Feb 15 18:49:16 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 16 Feb 2006 02:49:16 +0300
Subject: [rt-users] HUGE memory usage
In-Reply-To: <200602151147.19197.giles.constant@wtg.cw.com>
References: <B4F36250D1D04D418C4C30FAC92D63BC0DE7AD@winserv1.DirectnetIT.lan>
	<200602151147.19197.giles.constant@wtg.cw.com>
Message-ID: <589c94400602151549v5c096fcfvd3e91af59d273e66@mail.gmail.com>

From time to time run RT on Gentoo with stock perl+mp2 for tests. Can
recommend to don't use perl compiled with threads support and apache
with threaded MPM.

On 2/15/06, Giles Constant <giles.constant at wtg.cw.com> wrote:
> On Wednesday 15 February 2006 07:09, Robert Rowland wrote:
> > > Anyone on this list got it to work on gentoo then? :-)
> >
> > Yes, we have no problems with 3.4.5 on a Gentoo server
> >
> > Perl 5.8.7
> > MySQL 5.0.16
> > mod_perl 2.0.1-r2
> > mod_fastcgi 2.4.2-r1
> >
> > Using FastCGI on Apache2
> >
> > Installed mostly according to the Gentoo guide in the wiki, with some
> > tweaking when the app didn't work at first...
>
> Hmm.. me too.  I'm in the process of an "emerge --deep --update world", to see
> if that fixes it.. 140 packages to go :-/
>
> Thing is, other then the fact that it takes 5 minutes to do anything, rt is
> working.  I'm wondering if there's some sort of allocation loop or something
> in a stray perl module somewhere.
>
> --
> Giles Constant
> Systems Programmer
> C&W Web Technology Group
>
> Tel +44 (0) 20 7339 8600
> DDI +44 (0) 20 7339 8728

--
Best regards, Ruslan.

From trask at lyris.com  Wed Feb 15 19:17:41 2006
From: trask at lyris.com (Trask Rogers)
Date: Wed, 15 Feb 2006 16:17:41 -0800
Subject: [rt-users] SetStatus with rt-Crontoll
Message-ID: <P3596T2832C15101@mx1.corp.lyris.com>


> > Any Ideas what could be wrong?
> Yes, there is no SetStatus action in the RT.


Here's the SetStatus.pm I am using in RT 3.4.4:

http://www.amsterdamned.org/~bc/rt/devel/SetStatus.pm

Should go here, I believe:

/opt/rt3/local/lib/RT/Action/

~trask



From rickm at mailguard.com.au  Wed Feb 15 20:00:44 2006
From: rickm at mailguard.com.au (Rick Measham)
Date: Thu, 16 Feb 2006 12:00:44 +1100
Subject: [rt-users] This transaction appears to have no content -- on
	internal transactions
In-Reply-To: <43F1DD8A.3090507@ucrwcu.rwc.uc.edu>
References: <43F1A698.5090300@mailguard.com.au>
	<43F1DD8A.3090507@ucrwcu.rwc.uc.edu>
Message-ID: <43F3CEBC.90203@mailguard.com.au>

Drew Barnes wrote:
> I created a custom template to use with OnOwnerChange as follows:
-- snip --
> The ticket was initially created with the following data:
> { $Ticket->Transactions->First->Content; }
> {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}

Thanks Drew!
I've taken your suggestion as inspiration and come up with the following 
template. It gives the new owner the original request, and also the 
latest update to the ticket (which probably helps the recipient work out 
WHY it got assigned to them). Next task is to wrap the whole 'latest 
update' part in an 'if' to make sure there's been at least one 
transaction that isn't the first.

Cheers!
Rick Measham




RT-Attach-Message: yes


{$Transaction->CreatedAsString}: Request {$Ticket->id} was acted upon.
Transaction: {$Transaction->Description}
        Queue: {$Ticket->QueueObj->Name}
      Subject: {$Transaction->Subject || $Ticket->Subject || "(No 
subject given)"}
        Owner: {$Ticket->OwnerObj->Name}
   Requestors: {$Ticket->RequestorAddresses}
       Status: {$Ticket->Status}
  Ticket <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >


This ticket has been assigned to you by {$Transaction->CreatorObj->Name}

=========================================================
The original request:
=========================================================
{ $Ticket->Transactions->First->Content; }

=========================================================
The latest update:
=========================================================
{ my @trans = reverse @{ $Ticket->Transactions->ItemsArrayRef }; my 
$x=0; while((!$trans[$x]->ContentObj) or ($trans[$x]->CreatorObj->Name 
eq 'RT_System')){ $x++ }; $trans[$x]->Content }


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From bwc_lr1 at easy48.com  Wed Feb 15 00:28:32 2006
From: bwc_lr1 at easy48.com (Lee Roth)
Date: Wed, 15 Feb 2006 00:28:32 -0500
Subject: [rt-users] Seeking queue setup wisdom
Message-ID: <6.2.1.2.0.20060215000707.03717fb0@WGEXPDC2.bwcad.ad.bwc.state.oh.us>

I've been running/using RT (V3.2.3, just upgraded to V3.4.5) for some 
months now for a small group of network/sysadmin folks and I'm not 100% 
satisfied with the RT operation that I currently have.

Background: My initial setup of queues was based on type of gear, e.g. 
Routers, firewalls, servers, etc. All of these queues have a default 
priority range of 0 to 29 and escalation period of 7 days from min to max. 
I also have a queue for 'projects' that are long-term, back-burner kinds of 
things, so the escalation period is very long (6 months). I have a daily 
script that does the auto-escalate of priorities.

The problem is that the 'one-priority-scheme-fits-mostly-all' approach 
isn't working too well... calls that are 'hot' don't escalate as fast as 
they should from their initial logging (via email interface), while others 
get worked for a while and then need to migrate to a 'back-burner' lower 
priority and escalate much more slowly than default.

I like the ability to do end-of-month type reports and use the queue name 
to simply categorize the type of calls that have been worked, so I'm 
reluctant to create a plethora of queues with name based on priority + 
equipment category. Ick.

I've been toying with creating a custom field that mimics my current queue 
names and then have the queues be strictly named according to priority 
(urgent, important, routine, low), but then I lose my nice end-of-month 
ease of reporting what kind of gear that was worked on. (Read: Yes, I can 
craft reports on that custom field but I guess I am trying to avoid that.)

Big Question: For those of you that are successfully using RT to track 
technical requests and tasks, are your queues equipment/activity centric or 
priority-centric? Can you describe your RT implementation and how/why it 
works well for you?

Thanks!


Lee Roth
Email:  bwc_lr1 at easy48.com
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From doogles at doogles.com  Wed Feb 15 21:20:13 2006
From: doogles at doogles.com (doogles at doogles.com)
Date: Wed, 15 Feb 2006 21:20:13 -0500 (EST)
Subject: [rt-users] Building Upon the Concept from AutogeneratedPassword (fwd)
Message-ID: <20060215211836.K13120@spaceball1.doogles.com>

It occured to me that the passwords are encrypted in the database, which 
is likely the reason this isn't trivial.  Is the password encryption 
one-way?  Is this something I could turn off?

The customers we have using RT love the SelfService interface, but as I 
mentioned, they tend to forget their password.  Has anyone else done up 
something like a "Forgot password, send me a new one"-type functionality 
that they would be willing to share?  This has become quite an 
administration headache for me.

-jd

---------- Forwarded message ----------
Date: Mon, 13 Feb 2006 05:46:37 -0500 (EST)
From: doogles at doogles.com
To: rt-users at lists.fsck.com
Subject: [rt-users] Building Upon the Concept from AutogeneratedPassword

RT Users--

(I'm running RT 3.4.5.)

I recently modified my Autocreate templates to include the logic suggested in 
the AutogeneratedPassword page in the BestPractical wiki.  This works well. 
However, my user base has a usage pattern which has them interfacing with RT 
"once and awhile", and they tend to forget what their password is.

I would like to build upon the AutogeneratedPassword template to email 
username/password every time they open up a ticket.

I tried a couple of different things without success.  Would anyone care to 
suggest the 'right' way to accomplish this?  I would be happy to update the 
Wiki after I successfully implement this.

Thanks!,
-jd
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O'Reilly Media at 
http://rtbook.bestpractical.com

WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at 
http://bestpractical.com/services/training.html


From luis at cantv.net  Wed Feb 15 14:14:09 2006
From: luis at cantv.net (Luis Moreno)
Date: Wed, 15 Feb 2006 15:14:09 -0400
Subject: [rt-users] Blocking mail to RT
In-Reply-To: <20060215152531.61AE34D8312@diesel.bestpractical.com>
Message-ID: <200602151913.k1FJDm9J020100@rs25s3.datacenter.cha.cantv.net>

Hello.

I?m using procmail in a linux box to block the undesired mail going to rt
system. A sample of my .procmailrc its at the end

Hope it helps

Regards

-luis

$ cat $HOME/.procmailrc
SHELL=/bin/bash
SPAMDIR= /var/tmp/spam/`date +%Y-%m`
DUMMY=`test -d $SPAMDIR || (mkdir -p $SPAMDIR; chmod 755 $SPAMDIR)`

# Spam
:0 c
* ? formail -x"Subject:" \
        | egrep -i '[SPAM]';
$SPAMDIR/

# Refuse mail from myself
:0
* ? formail -x"From:" -x"Reply-To:" -x"Errors-To:" \
        | egrep -i 'mydomain'
! spamtrap at mydomain

# Cron mail should be looked upon
:0
* ? formail -x"From:" -x"Reply-To:" -x"Errors-To:" \
        | egrep -i 'Cron Daemon'
! Root

# Refuse bounces
:0
* ? formail -x"From:" | egrep -i MAILER-DAEMON
/dev/null

# All mails bigger than 1.5 Mb are sent to an administrator instead
:0
* > 1500000
! root

# Send the mail to rt engine
:0
|perl -MMail::Message -e '$msg = Mail::Message->read(\*STDIN); if
(length($msg->
subject)>= 70) {my $newsubject = substr($msg->subject,0,67) . "..."; my
Mail::Me
ssage::Head $head = $msg->head; $head->delete('Subject');
$head->add(Subject =>
 $newsubject)} $msg->print()'|/opt/rt3/bin/rt-mailgate --queue dnsbls
--action c
orrespond --url http://myrt/




From mikko.lipasti at polarcom.fi  Thu Feb 16 05:45:24 2006
From: mikko.lipasti at polarcom.fi (Mikko Lipasti)
Date: Thu, 16 Feb 2006 12:45:24 +0200
Subject: [rt-users] Attaching an existing attachment to outbound email
Message-ID: <1140086724.7851.150.camel@fermi.polarcom.lan>

Hello,

Is there a way to send an existing file attachment as email attachment
(e.g. to requestor)? Currently (rt 3.4.1) I have to download the
attachment only to upload it again on the Reply page.

-- 
Mikko Lipasti
Polarcom Consulting Oy



From fjonckers at Interconnect.be  Thu Feb 16 06:38:04 2006
From: fjonckers at Interconnect.be (Filip Jonckers)
Date: Thu, 16 Feb 2006 12:38:04 +0100
Subject: [rt-users] adding normal HTML pages
Message-ID: <DA947DDAB9D3114E9F99129C654D1F862DFFF5@sicnt01.INTERCONNECT.LOCAL>

Thanks Adam !

It works.... ;-)



-----Original Message-----
From: Myers, Adam [mailto:AMyers at abacus-us.com] 
Sent: woensdag 15 februari 2006 18:44
To: Filip Jonckers; rt users
Subject: RE: [rt-users] adding normal HTML pages

Try This:

<Location /test>
   SetHandler default-handler
</Location> 

Works for me when I want to load regular web pages and documents.

Adam
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From rt at tux.datalink.co.za  Thu Feb 16 07:34:14 2006
From: rt at tux.datalink.co.za (Leon)
Date: Thu, 16 Feb 2006 14:34:14 +0200
Subject: [rt-users] Condition error
Message-ID: <43F47146.10900@tux.datalink.co.za>

I have used the Reply to resolved ticket condition from the wiki 
contribution page and I can?t get it to work.

I have found an old post where someone tried to copy the Base.pm and 
Generic.pm to the Local folders and that worked for them ( not for me), 
I tried copying the ReplyToResolvedTicket.pm to the lib folder, but it 
also didn?t work.



It looks like it can?t create an object of type ReplyToResolvedTicket 
for some reason, but I am not sure if this is the case or why. Any help 
would really be appreciated.



I get the following errors:



[Thu Feb 16 11:51:30 2006] [error]: Scrip IsApplicable 15 died. - Can't 
locate object method "new" via package 
"RT::Condition::ReplyToResolvedTicket" at 
/opt/rt3/lib/RT/ScripCondition_Overlay.pm line 181.



Stack:
   [/opt/rt3/lib/RT/ScripCondition_Overlay.pm:181]
   [/opt/rt3/lib/RT/Scrip_Overlay.pm:433]
   [/opt/rt3/lib/RT/Scrips_Overlay.pm:229]
   [/opt/rt3/lib/RT/Transaction_Overlay.pm:162]
   [/opt/rt3/lib/RT/Record.pm:1431]
   [/opt/rt3/lib/RT/Ticket_Overlay.pm:2404]
   [/opt/rt3/lib/RT/Ticket_Overlay.pm:2319]
   [/opt/rt3/lib/RT/Interface/Email.pm:793]
   [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:56]
  (/opt/rt3/lib/RT/Scrip_Overlay.pm:447)



Here is the ReplyToResolvedTicket.pm file, that is located in
/opt/rt3/local/RT/Condition/
--------------
package RT::Condition::ReplyToResolved;
require RT::Condition::Generic;

use strict;
use vars qw/@ISA/;
@ISA = qw(RT::Condition::Generic);

##use base qw(RT::Condition::Generic); # thanks Ruslan for the suggestion

sub IsApplicable {
     my $self = shift;
     my $ticket = $self->TicketObj;
     my $transaction = $self->TransactionObj;
     if ((($transaction->Type eq 'Correspond') || ($transaction->Type eq 
'Comment')) && $ticket->Status eq 'resolved' && $transaction->Creator != 1)
     { # prevent loop
         return(1);
     }
     else {
         return(undef);
     }
}
eval "require RT::Condition::ReplyToResolvedTicket_Vendor";
die $@ if ($@ && $@ !~ qr{^Can't locate 
RT/Condition/ReplyToResolved_Vendor.pm});
eval "require RT::Condition::ReplyToResolved_Local";
die $@ if ($@ && $@ !~ qr{^Can't locate 
RT/Condition/ReplyToResolved_Local.pm});
1;
--------------------------

Here is the script that I used to add the condition to the database:
--------------------------
#!/usr/local/bin/perl
use strict;
use Unicode::String qw(utf8 latin1);

# Replace this with your RT_LIB_PATH
use lib "/opt/rt3/lib";

# Replace this with your RT_ETC_PATH
use lib "/opt/rt3/etc";

use RT;
use RT::Interface::CLI qw( CleanEnv GetCurrentUser );
use RT::ScripCondition;
CleanEnv();
RT::LoadConfig();
RT::Init();

##Drop setgid permissions
##RT::DropSetGIDPermissions();
##Get the current user all loaded
our $CurrentUser = GetCurrentUser();

unless( $CurrentUser->Id ) {
    print "No RT user found. Please consult your RT administrator.\n";
    exit 1;
}
my $sc = new RT::ScripCondition($CurrentUser);

$sc->Create(
             Name                 => 'On Reply to Resolved Ticket',
             Description          => "On Reply to Resolved Ticket",
             ExecModule           => 'ReplyToResolvedTicket',
             ApplicableTransTypes => 'Any'
             );
--------------------------

This is the scrip that I added to RT to test with:
Desc: ReplyToResolved
Condition: On Reply to Resolved Ticket
Action: Userdefined
Template: Global Template: Blank
Stage:TransactionCreate

Custom action Prepration code: 1;
Custom action cleanup code: 1;

-- 
This message has been scanned for viruses and
dangerous content by MailScanner, and is
believed to be clean.



From beer at cmu.edu  Thu Feb 16 11:16:59 2006
From: beer at cmu.edu (beer)
Date: Thu, 16 Feb 2006 11:16:59 -0500 (EST)
Subject: [rt-users] Global scrip failure
In-Reply-To: <6.2.1.2.2.20060215114151.039b9a60@po14.mit.edu>
References: <1330.128.237.240.95.1140020353.squirrel@128.237.240.95>
	<6.2.1.2.2.20060215114151.039b9a60@po14.mit.edu>
Message-ID: <1296.128.237.240.95.1140106619.squirrel@128.237.240.95>

Thanks Stephen,

I was missing a blank line in the template.

-b

On Wed, February 15, 2006 11:43 am, Stephen Turner said:
> 

> At Wednesday 2/15/2006 11:19 AM, beer wrote:
>> Hello
>> 
>> The global scrip to generate mail to Requestors and CC's on Correspond
>> is not working in my system.  I get the following error in syslog:
>> 
>> Feb 15 10:26:05 hostname RT: error:    unexpected end of header  error:
>>  couldn't parse head; error near: Foo 
>> (/opt/rt3/lib/RT/Template_Overlay.pm:341) Feb 15 10:26:06 hostname RT: 
>> <rt-3.2.1-10206-817-5.17.5684272561923 at foo.org> #10206/817 - Scrip 5 
>> (/opt/rt3/lib/RT/Action/SendEmail.pm:209) Feb 15 10:26:06 hostname RT: 
>> <rt-3.2.1-10206-817-5.17.5684272561923 at foo.org> No recipients found. Not
>> sending.  (/opt/rt3/lib/RT/Action/SendEmail.pm:221)
>> 
>> Anyone have any insights on what might be causing this?
>> 
>> Thanks
>> 
>> -bill
> 
> Bill,
> 
> I'm guessing your template doesn't have a blank line (or mail headers) at
>  the top. If that's not it, can you post the template content?
> 
> Steve
> 
> 
> 



From jfenner at vitamix.com  Thu Feb 16 11:39:29 2006
From: jfenner at vitamix.com (Jason Fenner)
Date: Thu, 16 Feb 2006 11:39:29 -0500
Subject: [rt-users] approvals question
In-Reply-To: <9B04A2DF-C454-4E07-8180-D2D219B2F9CF@gmail.com>
References: <9B04A2DF-C454-4E07-8180-D2D219B2F9CF@gmail.com>
Message-ID: <43F4AAC1.4080605@vitamix.com>

I am not aware that the approval queue work that way either.  I think 
that you would have to make an overlay to add that functionality.

Chaim Rieger wrote:

>
> when i send an email to the approvals queue it spawns a new ticket  
> that requires approval, this is great,
>
> can i somehow make it so that when i send an email to the general  
> queue, with "Approval request" in the subject line, to have it do the  
> same, or can this only happen to the approval queue.
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at 
> http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at 
> http://bestpractical.com/services/training.html
>




From timothy-flynn at uiowa.edu  Thu Feb 16 11:44:24 2006
From: timothy-flynn at uiowa.edu (Flynn, Timothy J)
Date: Thu, 16 Feb 2006 10:44:24 -0600
Subject: [rt-users] Quick fix to display stalled tickets
Message-ID: <B5007EEF41F3D311B80500805F31A6B62EF6BF3E@uihc-mail.uihc.uiowa.edu>

Hi,

I needed to display the stalled tickets as well, so in version 3.4.5 I
edited the following files:

In /share/html/Elements

Files that need to be edited (that I know of)
Quicksearch
MyTickets
MyRequests


Basically you just need to edit the lines below to include the stalled
part to the query string.


File MyTickets:

my $Query = " Owner = '".$session{'CurrentUser'}->Id."' AND ( Status =
'new' OR Status = 'open' OR Status = 'stalled')";

File MyRequests:

my $Query = "Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open' OR
Status = 'stalled')";

File Quicksearch:

 my $open_q = "Queue = '$name' AND (Status = 'open' OR Status =
'stalled')";
 my $all_q = "Queue = '$name' AND (Status = 'open' OR Status = 'new' OR
Status = 'stalled')";



Make sure you restart apache after this to reset the cache.

Thanks,
-Tim


From Steven.Platt at HPA.org.uk  Thu Feb 16 11:32:25 2006
From: Steven.Platt at HPA.org.uk (Steven Platt)
Date: Thu, 16 Feb 2006 16:32:25 -0000
Subject: [rt-users] Building Upon the Concept from AutogeneratedPasswo
	rd (fwd)
Message-ID: <FA47DE603DEA244FBD10EE3F852A88A3DF13F7@WILBUR.phls.org.uk>

Hi jd,

We've recently implemented a PHP driven password reminder system for our
self-service users. They enter an e-mail address which is checked against
the DB (we use postgres8). Valid addresses get login details e-mailed back
out to the supplied address. 
http://www.hpa-bioinfosupport.org.uk/RT/

AFAIK it's not possible to easily backtrack from an MD5 encrypted string, so
our system involves resetting the password to a standard pattern within the
system. Resetting the password seems to be the best way, but I'm prepared
(and expecting) to be corrected.

Steve

Steve Platt
Bioinformatics Support Co-ordinator
Bioinformatics Unit: Statistics, Modelling & Bioinformatics Department
Center for Infections
Health Protection Agency
61 Colindale Avenue
London
UK
NW9 5EQ
http://www.hpa.org.uk/srmd/bioinformatics/index.htm

 -----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
doogles at doogles.com
Sent: Thursday,16 February 2006 02:20
To: rt-users at lists.fsck.com
Subject: [rt-users] Building Upon the Concept from AutogeneratedPassword
(fwd)

It occured to me that the passwords are encrypted in the database, which 
is likely the reason this isn't trivial.  Is the password encryption 
one-way?  Is this something I could turn off?

The customers we have using RT love the SelfService interface, but as I 
mentioned, they tend to forget their password.  Has anyone else done up 
something like a "Forgot password, send me a new one"-type functionality 
that they would be willing to share?  This has become quite an 
administration headache for me.

-jd

---------- Forwarded message ----------
Date: Mon, 13 Feb 2006 05:46:37 -0500 (EST)
From: doogles at doogles.com
To: rt-users at lists.fsck.com
Subject: [rt-users] Building Upon the Concept from AutogeneratedPassword

RT Users--

(I'm running RT 3.4.5.)

I recently modified my Autocreate templates to include the logic suggested
in 
the AutogeneratedPassword page in the BestPractical wiki.  This works well. 
However, my user base has a usage pattern which has them interfacing with RT

"once and awhile", and they tend to forget what their password is.

I would like to build upon the AutogeneratedPassword template to email 
username/password every time they open up a ticket.

I tried a couple of different things without success.  Would anyone care to 
suggest the 'right' way to accomplish this?  I would be happy to update the 
Wiki after I successfully implement this.

Thanks!,
-jd
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O'Reilly Media at 
http://rtbook.bestpractical.com

WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at 
http://bestpractical.com/services/training.html
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O'Reilly Media at
http://rtbook.bestpractical.com

WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at
http://bestpractical.com/services/training.html

-----------------------------------------
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The information contained in the EMail and any attachments is
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From thealbs at yahoo.co.uk  Thu Feb 16 12:01:15 2006
From: thealbs at yahoo.co.uk (brian mccabe)
Date: Thu, 16 Feb 2006 17:01:15 +0000 (GMT)
Subject: [rt-users] Approvals - has anyone got it working?
Message-ID: <20060216170115.93179.qmail@web25710.mail.ukl.yahoo.com>

Hi All

I am struggling to get the Approvals system working. I
have followed the instructions in Appendix 5 and the
ApprovalCreation wiki but it still does not work as I
expect it to.

I have created a Queue called "Change Requests" and -
other than that - have followed the ApprovalCreation
wiki to the letter.

When I submit a new ticket to the Change Requests
queue, it spawns a separate "depended on by" approval
ticket as expected - however -

* both tickets are owned by Nobody. My understanding
is that the approval ticket should somehow become
automatically owned by the person(s) who need to
approve/reject it. Without the owner being set, the
ticket does not show in the Approvals tab on the
approvers screen. I have set the approvers as
AdminCC's for the queue but this appears to have no
impact. How does the system identify which person(s)
need to approve a change and where is this set?

* the un-approved child ticket is visible in the
Change Requests queue with a status of NEW even though
the approval ticket has not been approved. Someone
could very easily work on this and only find out it
wasn't approved when they finally got around to
resolving it and was hit with the dependency
restriction. I thought the child ticket would be
'invisible' (or at least have a UNAPPROVED status of
some sort) until the approval ticket was approved or
not?

I'm sure I must have missed something basic here but
have checked and double-checked against the
documentation and can't get it to work.

Any help would be appreciated. RT Version 3.4.5.1

Thanks in advance

Brian


		
___________________________________________________________ 
To help you stay safe and secure online, we've developed the all new Yahoo! Security Centre. http://uk.security.yahoo.com


From usaaib at qualcomm.com  Thu Feb 16 12:17:44 2006
From: usaaib at qualcomm.com (Flores-Saaib, Urivan)
Date: Thu, 16 Feb 2006 09:17:44 -0800
Subject: [rt-users] Building Upon the Concept from AutogeneratedPassword
	(fwd)
Message-ID: <D87321304A516F44971551FFD16D17B70B940D@NAEX06.na.qualcomm.com>

Hi Steven, All

New to RT software, but was thinking on this scenario:

- User A logs into RT
- User A is really busy changing tickets
- User B requests a password change using User A's email

Will the system prompt User A in the next submit he makes?

Regards,

-Urivan Flores Saaib

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Steven
Platt
Sent: Thursday, February 16, 2006 8:32 AM
To: 'doogles at doogles.com'; rt-users at lists.fsck.com
Subject: RE: [rt-users] Building Upon the Concept from
AutogeneratedPassword (fwd)

Hi jd,

We've recently implemented a PHP driven password reminder system for our
self-service users. They enter an e-mail address which is checked
against
the DB (we use postgres8). Valid addresses get login details e-mailed
back
out to the supplied address. 
http://www.hpa-bioinfosupport.org.uk/RT/

AFAIK it's not possible to easily backtrack from an MD5 encrypted
string, so
our system involves resetting the password to a standard pattern within
the
system. Resetting the password seems to be the best way, but I'm
prepared
(and expecting) to be corrected.

Steve

Steve Platt
Bioinformatics Support Co-ordinator
Bioinformatics Unit: Statistics, Modelling & Bioinformatics Department
Center for Infections
Health Protection Agency
61 Colindale Avenue
London
UK
NW9 5EQ
http://www.hpa.org.uk/srmd/bioinformatics/index.htm



From admin at libra-linux.com  Thu Feb 16 12:34:48 2006
From: admin at libra-linux.com (Admin)
Date: Thu, 16 Feb 2006 18:34:48 +0100
Subject: [rt-users] Howto Display User CustomFields in SelfService
	Preference Pages
Message-ID: <43F4B7B8.1020806@libra-linux.com>

Hi,

Is it possible to configure rt to show Users CustomFields in their
preference for non-privilege users ?

I have created 2 user customfields regarding type of support contract hey own
and would like to display their informations on their preference pages.

Actually, only "changing password" title display in Self Service user
preference's page. I added the group right "ShowCustomField" in the User
CustomField global configuration, and added this level in the group my
users belongs to.
But nothing displays in SelfService preference pages....

If not possible, could someone help me inserting perl code in the
preferences page (SelfService/Prefs.html or in /Elements/Header, to make
available this function : Displaying all the User CustomField  and their
value... without the possibility to edit them by the user himself.
i dont know perl coding, just  tried several  line like this but without
success ...

Thanks for your support



From matt.robinson at appliansys.com  Thu Feb 16 12:39:59 2006
From: matt.robinson at appliansys.com (Matt Robinson)
Date: Thu, 16 Feb 2006 17:39:59 +0000
Subject: [rt-users] 'Organisation' stuck as 'example.com' in RT 3.4.5 on
	Gentoo
Message-ID: <43F4B8EF.50101@appliansys.com>

Hi,

I'm in the middle of configuring an RT 3.4.5 system on Gentoo and 
everything is running beautifully except for one thing - the 
organisation string is stuck as "example.com". E.g. "RT for example.com" 
on the front screen.

This is my 2nd shot at setting up RT on this same box, the first time 
was RT 3.4.3 and the organisation string was fine but the general 
functioning of RT wasn't.

I followed the install HOWTO for Gentoo both times, except for the fact 
that the 3.4.5 install was an *upgrade* (using webapp-config) from the 
previous 3.4.3 system.

As recommended I copied RT_Config.pm to RT_SiteConfig.pm, made my 
changes to both $rtname and $Organization (plus a few other things, like 
timezone). The changes to RT_SiteConfig.pm were made immediately after 
install.

Since having this trouble I've tried doing a full uninstall using 
webapp-config, dropping the database and recreating, then reinstalling 
via webapp-config. I also tried editing RT_Config.pm directly and it 
didn't help. In case it matters, this install is in a vhost environment 
and I'm running the FastCGI Apache2 config.

If anyone has any ideas of anything I can check I'd be most grateful. 
I've double checked everything I'm aware of and am still scratching my head.

Thanks in advance,

Matt

-- 

Matthew Robinson
Senior Technical Officer
ApplianSys Ltd
(d) +44 (0)2476 430 091
(m) +44 (0)7980 805 418
(e) matt.robinson at appliansys.com


From jfenner at vitamix.com  Thu Feb 16 13:24:59 2006
From: jfenner at vitamix.com (Jason Fenner)
Date: Thu, 16 Feb 2006 13:24:59 -0500
Subject: [rt-users] Approvals - has anyone got it working?
In-Reply-To: <20060216170115.93179.qmail@web25710.mail.ukl.yahoo.com>
References: <20060216170115.93179.qmail@web25710.mail.ukl.yahoo.com>
Message-ID: <43F4C37B.5000203@vitamix.com>

I have just gotten this working today actually.

brian mccabe wrote:

>Hi All
>
>I am struggling to get the Approvals system working. I
>have followed the instructions in Appendix 5 and the
>ApprovalCreation wiki but it still does not work as I
>expect it to.
>
>I have created a Queue called "Change Requests" and -
>other than that - have followed the ApprovalCreation
>wiki to the letter.
>
>  
>
Sounds good so far.

>When I submit a new ticket to the Change Requests
>queue, it spawns a separate "depended on by" approval
>ticket as expected - however -
>
>* both tickets are owned by Nobody. My understanding
>is that the approval ticket should somehow become
>automatically owned by the person(s) who need to
>approve/reject it. Without the owner being set, the
>ticket does not show in the Approvals tab on the
>approvers screen. I have set the approvers as
>AdminCC's for the queue but this appears to have no
>impact. How does the system identify which person(s)
>need to approve a change and where is this set?
>
>  
>

As you already know, the approval system works simply be generating new 
tickets that the TOP ticket depends upon the resolution of.  Therefore 
in the scrip that executes CreateTicket it has to be specified who the 
generated tickets are supposed to belong to.  Somone has to own the 
generated tickets.  Hence why your template needs to have the pragma 
"Owner:" set.  You can set the template to create tickets, one for each 
user of a specific group and assign them to the users of the group. Look 
again at the two wiki pages you refereced, example template code is there.

>* the un-approved child ticket is visible in the
>Change Requests queue with a status of NEW even though
>the approval ticket has not been approved. Someone
>could very easily work on this and only find out it
>wasn't approved when they finally got around to
>resolving it and was hit with the dependency
>restriction. I thought the child ticket would be
>'invisible' (or at least have a UNAPPROVED status of
>some sort) until the approval ticket was approved or
>not?
>  
>
Well, the unapproved ticket is visible to a user who has rights to see 
it.  But it does correctly label it as un-approved.  But the ticket IS 
new, so the status is correct.  Also, if you click on the ticket it 
shows the staff memeber that the ticket is still depending on a 
unresolved ticket.  The tech CAN change status to Open if allowed by his 
rights.  But as with ANY dependent tickets, it cannot be resolved until 
the dependency is cleared.  You can fine tune some of this by adjusting 
security settings...for instance set it so that staff memeber cannot 
change status on these tickets, etc.

>I'm sure I must have missed something basic here but
>have checked and double-checked against the
>documentation and can't get it to work.
>
>Any help would be appreciated. RT Version 3.4.5.1
>
>Thanks in advance
>
>Brian
>
>
>		
>___________________________________________________________ 
>To help you stay safe and secure online, we've developed the all new Yahoo! Security Centre. http://uk.security.yahoo.com
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
>Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>San Francisco - Find out more at http://bestpractical.com/services/training.html
>
>  
>




From chaim.rieger at gmail.com  Thu Feb 16 13:58:52 2006
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Thu, 16 Feb 2006 10:58:52 -0800
Subject: [rt-users] approvals question
In-Reply-To: <43F4AAC1.4080605@vitamix.com>
References: <9B04A2DF-C454-4E07-8180-D2D219B2F9CF@gmail.com>
	<43F4AAC1.4080605@vitamix.com>
Message-ID: <2F11736C-ED61-4801-BC77-D2BE78F1E988@gmail.com>


On Feb 16, 2006, at 8:39 AM, Jason Fenner wrote:

> I am not aware that the approval queue work that way either.  I  
> think that you would have to make an overlay to add that  
> functionality.
>
> Chaim Rieger wrote:
>
>>
>> when i send an email to the approvals queue it spawns a new  
>> ticket  that requires approval, this is great,
>>
>> can i somehow make it so that when i send an email to the general   
>> queue, with "Approval request" in the subject line, to have it do  
>> the  same, or can this only happen to the approval queue.
>>

so the rules are as follows


any mail(ticket) thats genereated to the approval queue, will spawn a  
new "approval required ticket"
it does not make a difference what the content is,
i would like to have an approval requirement based on content not  
queues,

did anybody implement this yet, if not i will.




From les at futuresource.com  Thu Feb 16 13:59:22 2006
From: les at futuresource.com (Les Mikesell)
Date: Thu, 16 Feb 2006 12:59:22 -0600
Subject: [rt-users] VMware player RT anyone?
Message-ID: <1140116362.15269.141.camel@moola.futuresource.com>

Now that VMware has released the free player and beta server
programs people are starting to build canned applications
as virtual machine images along with the different free
OS versions at http://www.vmware.com/vmtn/vm/community.html.
I see twiki is there (on a debian stable base).  Having
RT also in a download/run package would be a great way
to avoid the perl module mess when installing at least
for proof of concept testing and low volume sites - and
it could even run on a windows host if necessary.  I can
barely muddle through my own installs though.  Is anyone
interested in building the image?

-- 
   Les Mikesell
    lesmikesell at gmail.com




From k_b0000 at yahoo.se  Thu Feb 16 14:29:19 2006
From: k_b0000 at yahoo.se (k b)
Date: Thu, 16 Feb 2006 11:29:19 -0800 (PST)
Subject: [rt-users] 'Organisation' stuck as 'example.com' in RT 3.4.5 on
	Gentoo
In-Reply-To: <43F4B8EF.50101@appliansys.com>
Message-ID: <20060216192919.67665.qmail@web26910.mail.ukl.yahoo.com>



--- Matt Robinson <matt.robinson at appliansys.com>
wrote:

> Hi,
> 
> I'm in the middle of configuring an RT 3.4.5 system
> on Gentoo and 
> everything is running beautifully except for one
> thing - the 
> organisation string is stuck as "example.com". E.g.
> "RT for example.com" 
> on the front screen.
> 
> This is my 2nd shot at setting up RT on this same
> box, the first time 
> was RT 3.4.3 and the organisation string was fine
> but the general 
> functioning of RT wasn't.
> 
> I followed the install HOWTO for Gentoo both times,
> except for the fact 
> that the 3.4.5 install was an *upgrade* (using
> webapp-config) from the 
> previous 3.4.3 system.
> 
> As recommended I copied RT_Config.pm to
> RT_SiteConfig.pm, made my 
> changes to both $rtname and $Organization (plus a
> few other things, like 
> timezone). The changes to RT_SiteConfig.pm were made
> immediately after 
> install.
> 
> Since having this trouble I've tried doing a full
> uninstall using 
> webapp-config, dropping the database and recreating,
> then reinstalling 
> via webapp-config. I also tried editing RT_Config.pm
> directly and it 
> didn't help. In case it matters, this install is in
> a vhost environment 
> and I'm running the FastCGI Apache2 config.
> 
> If anyone has any ideas of anything I can check I'd
> be most grateful. 
> I've double checked everything I'm aware of and am
> still scratching my head.
> 
> Thanks in advance,
> 
> Matt
> 
> -- 
> 
> Matthew Robinson
> Senior Technical Officer
> ApplianSys Ltd
> (d) +44 (0)2476 430 091
> (m) +44 (0)7980 805 418
> (e) matt.robinson at appliansys.com
> _______________________________________________
>
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at
> http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from
> O'Reilly Media at http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in
> Amsterdam, Boston and
> San Francisco - Find out more at
> http://bestpractical.com/services/training.html
> 


make your changes in /opt/rt3/etc/RT_Siteconfig.pm
(or wherever you installed rt)

restart apache.

reload page.



__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From k_b0000 at yahoo.se  Thu Feb 16 14:35:41 2006
From: k_b0000 at yahoo.se (k b)
Date: Thu, 16 Feb 2006 11:35:41 -0800 (PST)
Subject: [rt-users] how do i customize the default RT at a glance page
	globally?
Message-ID: <20060216193541.69695.qmail@web26910.mail.ukl.yahoo.com>

(i have asked about this before, but didnt get any
answer, so i will try again).



The original question was:
--------
the RT at a glance page can be globally edited
following the instructions found here:
http://wiki.bestpractical.com/index.cgi?ChangeDefaultRTAtAGlance

those worked.

n the same manner i tried to change the content
(showed columns)  of "10 highest priority tickets
I own", when i did that the content changed but no
tickets showed up for the users even though there
were tickets.

is it possible to change the default content of
"10 highest priority tickets I own" or "10 newest
unowned tickets", and if so, how?


Then i was asked if i could specify what i did


Here is my answer:
-------
on the RT at a glance page, i would like the "N 
highest priority tickets I own"
to display:
#
Requestors
Subject
Priority
Queue
Status
Priority
Created (relative)
Started (relative)
Due (relative)


i did change this for the root user, and then executed
the following SQL:

update attributes
set content=
 (SELECT content FROM attributes where id='7' and
  objectid='12' and name='Pref-RT::Attribute-1' )
WHERE id='1'
and description='[_1] highest priority tickets I own';

the query actually only needs the id-columns in the
where clauses, the extra where criteria are there only
for human redability.

in other words, i copy the content from the root user
to the content of the system settings.


after  i have done this, all users will see the
correct layout of "N  highest priority tickets I own"
but no one will see any tickets they own.


the question still remains, how can i change the
default layout of "N  highest priority tickets I own"?

karl

__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From rfox at findlay.edu  Thu Feb 16 14:56:23 2006
From: rfox at findlay.edu (Ryan Fox)
Date: Thu, 16 Feb 2006 14:56:23 -0500
Subject: [rt-users] how do i customize the default RT at a glance page
	globally?
In-Reply-To: <20060216193541.69695.qmail@web26910.mail.ukl.yahoo.com>
References: <20060216193541.69695.qmail@web26910.mail.ukl.yahoo.com>
Message-ID: <43F4D8E7.7090407@findlay.edu>

k b wrote:
> n the same manner i tried to change the content
> (showed columns)  of "10 highest priority tickets
> I own", when i did that the content changed but no
> tickets showed up for the users even though there
> were tickets.
>   
> to display:
> #
> Requestors
> Subject
> Priority
> Queue
> Status
> Priority
> Created (relative)
> Started (relative)
> Due (relative)
>   
Change the Format line in html/Elements/MyTickets

+        Format => "'<a 
href=\"$RT::WebPath/Ticket/Display.html?id=__id__\">__id__</a>/TITLE:#', 
'<a 
href=\"$RT::WebPath/Ticket/Display.html?id=__id__\">__Subject__</a>/TITLE:Subject', 
Priority, QueueName, 
ExtendedStatus,CreatedRelative,StartedRelative,DueRelative,Requestors",

> i did change this for the root user, and then executed
> the following SQL:
>
> update attributes
> set content=
>  (SELECT content FROM attributes where id='7' and
>   objectid='12' and name='Pref-RT::Attribute-1' )
> WHERE id='1'
> and description='[_1] highest priority tickets I own';
>   
uh... yeah.  I have no idea what this does, or why you did this.


Ryan
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From jb at smarterliving.com  Thu Feb 16 15:25:14 2006
From: jb at smarterliving.com (JB Segal)
Date: Thu, 16 Feb 2006 15:25:14 -0500
Subject: [rt-users] 3.2.1 to 3.4.5 upgrade
Message-ID: <20060216202514.GG30079@smarterliving.com>

So, back in August, there was the discussion that started at
http://lists.bestpractical.com/pipermail/rt-users/2005-August/033042.html
and continued with alexmv saying
"It looks like you're upgrading from something earlier than 3.3.0, not
from 3.4 -- 3.4 already contains a "NewReference" column.  Please read
the README file that comes with the distribution, specifically the part
labeled 'If you're upgrading from RT 3.0 or newer'.  'make upgrade' does
not upgrade your database tables; you will need to run rt-setup-database
to do that."

So, I'm doing a test upgrade on a non-live server of an rsync of our
live server. I've got 3.2.1 working (though gods know it took long
enough - perl upgrade issues).

The README says:
 - - - -
./configure {--with-appropriate-options}
make testdeps
make fixdeps
make upgrade

Update etc/RT_SiteConfig.pm

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 {various}
 - - - -

So, the make procedes and echos the same instructions about looking in
etc/upgrade and dealing as appropriate.

HOWEVER:

[root at braintree etc]# pwd
/usr/local/rt/etc
[root at braintree etc]# ls up*
ls: up*: No such file or directory

which will, sometime shortly, leave me with the same problem Alex was
replying to... a database without the correct Tables/Columns/Whatever.

I'll happily take any advice.

Thanks,
JB
--
JB Segal		617-886-5575		www.smartertravel.com
Systems/Network Admin.	465 Medford St. Ste 400	www.bookingbuddy.com
Smarter Living, Inc.	Boston, MA 02129	www.tripmania.com


From alexmv at bestpractical.com  Thu Feb 16 16:00:14 2006
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Thu, 16 Feb 2006 16:00:14 -0500
Subject: [rt-users] 3.2.1 to 3.4.5 upgrade
In-Reply-To: <20060216202514.GG30079@smarterliving.com>
References: <20060216202514.GG30079@smarterliving.com>
Message-ID: <1140123615.1461.41.camel@localhost>

On Thu, 2006-02-16 at 15:25 -0500, JB Segal wrote:
> [...snip...]
> [root at braintree etc]# pwd
> /usr/local/rt/etc
> [root at braintree etc]# ls up*
> ls: up*: No such file or directory
> 
> which will, sometime shortly, leave me with the same problem Alex was
> replying to... a database without the correct Tables/Columns/Whatever.
> 
> I'll happily take any advice.

Sounds like your RT package is incomplete.  I suggest you download the
official tarball for the release in question (or pull from svn) and look
at the etc/upgrade/ directory therein.
 - Alex


From m-liebman at northwestern.edu  Thu Feb 16 16:00:28 2006
From: m-liebman at northwestern.edu (Michael S. Liebman)
Date: Thu, 16 Feb 2006 16:00:28 -0500
Subject: [rt-users] 3.2.1 to 3.4.5 upgrade
In-Reply-To: <20060216202514.GG30079@smarterliving.com>
References: <20060216202514.GG30079@smarterliving.com>
Message-ID: <20060216210028.GA6769@SDF.LONESTAR.ORG>

On Thu, Feb 16, 2006 at 03:25:14PM -0500, JB Segal wrote:
> Update etc/RT_SiteConfig.pm
> 
> 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 {various}
>  - - - -
> 
> So, the make procedes and echos the same instructions about looking in
> etc/upgrade and dealing as appropriate.
> 
> HOWEVER:
> 
> [root at braintree etc]# pwd
> /usr/local/rt/etc
> [root at braintree etc]# ls up*
> ls: up*: No such file or directory

The etc directory of the *build tree*, not the etc directory that you
install to.

Michael
-- 
Michael S. Liebman                      m-liebman at northwestern.edu
                  http://msl521.freeshell.org/
"I have vision and the rest of the world wears bifocals."
        -Paul Newman in "Butch Cassidy & the Sundance Kid"


From jb at smarterliving.com  Thu Feb 16 16:11:02 2006
From: jb at smarterliving.com (JB Segal)
Date: Thu, 16 Feb 2006 16:11:02 -0500
Subject: [rt-users] 3.2.1 to 3.4.5 upgrade
In-Reply-To: <1140123615.1461.41.camel@localhost>
References: <20060216202514.GG30079@smarterliving.com>
	<1140123615.1461.41.camel@localhost>
Message-ID: <20060216211102.GH30079@smarterliving.com>

Quoth Alex Vandiver (alexmv at bestpractical.com):
> On Thu, 2006-02-16 at 15:25 -0500, JB Segal wrote:
> > [...snip...]
> > [root at braintree etc]# pwd
> > /usr/local/rt/etc
> > [root at braintree etc]# ls up*
> > ls: up*: No such file or directory
> > 
> > which will, sometime shortly, leave me with the same problem Alex was
> > replying to... a database without the correct Tables/Columns/Whatever.
> > 
> > I'll happily take any advice.
> 
> Sounds like your RT package is incomplete.  I suggest you download the
> official tarball for the release in question (or pull from svn) and look
> at the etc/upgrade/ directory therein.
>  - Alex

Ah. etc in $SRC_DIR, rather than etc in $RT_DIR.

That could be much clearer, as the previous instruction has you editing
$RT_DIR/etc/RT_SiteConfig.pm

("   Update etc/RT_SiteConfig.pm in your RT installation directory.
     You'll need to add any new values you need to change from the defaults 
     in etc/RT_Config.pm

     You may also need to update RT's database.  To find out, type:

       ls etc/upgrade
 . . .")

Thanks,
JB
--
JB Segal		617-886-5575		www.smartertravel.com
Systems/Network Admin.	465 Medford St. Ste 400	www.bookingbuddy.com
Smarter Living, Inc.	Boston, MA 02129	www.tripmania.com


From brw at etsu.edu  Thu Feb 16 16:16:10 2006
From: brw at etsu.edu (Bill R. Williams)
Date: Thu, 16 Feb 2006 16:16:10 -0500
Subject: [rt-users] RT 3.4.5 FastCGIexternal Apache2
Message-ID: <20060216211610.GA15416@brwms.etsu.edu>

I have just installed a "captive" RT 3.4.5 using FastCgiExternalServer
hosted on Apache/2.0.52.  (perl 5.8.7, mysql Ver 5.0.18)

And it's sorta working: that is it will run, but something between the
apache and RT urls is just really strange.  I have tried variations on
all sorts of the example "How To RT ... Apache2" and haven't found the
magic bean.  Also, I am *very* vanilla in the RT_SiteConfig.pm in that
I am using the defaults for the $Web... things.  (I did try fiddling
with those, but things got worse instead of better!)

I have the RT in a <Virtualhost rt.mydomain.ext:>
and it works *IF* I use two (2) slashes at the end of the URL!
Example:
* http://rt.mydomain.ext
  http://rt.mydomain.ext/
  http://rt.mydomain.ext/index.html
	Either of these will end up routed to apache's default server
	document root / homepage  which is not 'rt's!
BUT...
* http://rt.mydomain.ext//
  http://rt.mydomain.ext//index.html
  	Either of these will get me the RT login, and I can proceed
	from there to enter RT and do whatever.  As long as I don't
	click [Home] which will send me to the default server again.

Anybody got a clue about this?
All the stuff that I *thougt* would be really problematic
(FastCgiExternalServer for example) turned out to be rather easy.

-- 
 ---------------------------------------------
 Bill R.  Williams       <brw AT etsu DOT edu>
 ------------------------ ETSU Library Systems


From jritchie at bible.edu  Thu Feb 16 16:15:40 2006
From: jritchie at bible.edu (Ritchie, Josiah S.)
Date: Thu, 16 Feb 2006 16:15:40 -0500
Subject: [rt-users] 'Organisation' stuck as 'example.com' in RT 3.4.5
	onGentoo
Message-ID: <6EB812DA48A19740BE7CD3BC07C792FAC60DCA@rebekah.bible.edu>

> > If anyone has any ideas of anything I can check I'd
> > be most grateful.
> > I've double checked everything I'm aware of and am
> > still scratching my head.
> >
> 
> 
> make your changes in /opt/rt3/etc/RT_Siteconfig.pm
> (or wherever you installed rt)
> 
> restart apache.
> 
> reload page.

You may also just want to clear your cache and give it some time.

JSR/


From barnesaw at ucrwcu.rwc.uc.edu  Thu Feb 16 16:05:31 2006
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 16 Feb 2006 16:05:31 -0500
Subject: [rt-users] 3.2.1 to 3.4.5 upgrade
In-Reply-To: <1140123615.1461.41.camel@localhost>
References: <20060216202514.GG30079@smarterliving.com>
	<1140123615.1461.41.camel@localhost>
Message-ID: <43F4E91B.9050905@ucrwcu.rwc.uc.edu>

As a follow-up, notice the difference in the directory prefixes in the 
directions:
 /opt/rt3/sbin/rt-setup-database --action schema \
           --datadir etc/upgrade/<version>

The rt-setup-databse is in the INSTALLED location, while the DB schema 
is in the untarred location.

Alex Vandiver wrote:
> On Thu, 2006-02-16 at 15:25 -0500, JB Segal wrote:
>   
>> [...snip...]
>> [root at braintree etc]# pwd
>> /usr/local/rt/etc
>> [root at braintree etc]# ls up*
>> ls: up*: No such file or directory
>>
>> which will, sometime shortly, leave me with the same problem Alex was
>> replying to... a database without the correct Tables/Columns/Whatever.
>>
>> I'll happily take any advice.
>>     
>
> Sounds like your RT package is incomplete.  I suggest you download the
> official tarball for the release in question (or pull from svn) and look
> at the etc/upgrade/ directory therein.
>  - Alex
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
>   

-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati



From barnesaw at ucrwcu.rwc.uc.edu  Thu Feb 16 16:02:01 2006
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 16 Feb 2006 16:02:01 -0500
Subject: [rt-users] 3.2.1 to 3.4.5 upgrade
In-Reply-To: <20060216202514.GG30079@smarterliving.com>
References: <20060216202514.GG30079@smarterliving.com>
Message-ID: <43F4E849.8020800@ucrwcu.rwc.uc.edu>

Look in the directory you untarred and ran configure in.


JB Segal wrote:
> So, back in August, there was the discussion that started at
> http://lists.bestpractical.com/pipermail/rt-users/2005-August/033042.html
> and continued with alexmv saying
> "It looks like you're upgrading from something earlier than 3.3.0, not
> from 3.4 -- 3.4 already contains a "NewReference" column.  Please read
> the README file that comes with the distribution, specifically the part
> labeled 'If you're upgrading from RT 3.0 or newer'.  'make upgrade' does
> not upgrade your database tables; you will need to run rt-setup-database
> to do that."
>
> So, I'm doing a test upgrade on a non-live server of an rsync of our
> live server. I've got 3.2.1 working (though gods know it took long
> enough - perl upgrade issues).
>
> The README says:
>  - - - -
> ./configure {--with-appropriate-options}
> make testdeps
> make fixdeps
> make upgrade
>
> Update etc/RT_SiteConfig.pm
>
> 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 {various}
>  - - - -
>
> So, the make procedes and echos the same instructions about looking in
> etc/upgrade and dealing as appropriate.
>
> HOWEVER:
>
> [root at braintree etc]# pwd
> /usr/local/rt/etc
> [root at braintree etc]# ls up*
> ls: up*: No such file or directory
>
> which will, sometime shortly, leave me with the same problem Alex was
> replying to... a database without the correct Tables/Columns/Whatever.
>
> I'll happily take any advice.
>
> Thanks,
> JB
> --
> JB Segal		617-886-5575		www.smartertravel.com
> Systems/Network Admin.	465 Medford St. Ste 400	www.bookingbuddy.com
> Smarter Living, Inc.	Boston, MA 02129	www.tripmania.com
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
>   

-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati



From corey_s at qwest.net  Thu Feb 16 17:44:28 2006
From: corey_s at qwest.net (Corey)
Date: Thu, 16 Feb 2006 15:44:28 -0700
Subject: [rt-users] 'Organisation' stuck as 'example.com' in RT 3.4.5 on
	Gentoo
In-Reply-To: <43F4B8EF.50101@appliansys.com>
References: <43F4B8EF.50101@appliansys.com>
Message-ID: <200602161544.29051.corey_s@qwest.net>

On Thursday February 16 2006 10:39 am, Matt Robinson wrote:
> I'm in the middle of configuring an RT 3.4.5 system on Gentoo and
> everything is running beautifully except for one thing - the
> organisation string is stuck as "example.com". E.g. "RT for example.com"
> on the front screen.
>
> If anyone has any ideas of anything I can check I'd be most grateful.
> I've double checked everything I'm aware of and am still scratching my
> head.
>


/etc/init.d/apache2 stop

rm -rf /var/www/<vhost>/rt-3.4.5/var/mason_data/

/etc/init.d/apache2 start


You're possibly seeing the mason cache at works; clear it, then restart 
apache, which will restart your fcgi handlers for rt.

While you're modding your RT instance, you may want to temporarily set the 
devel mode, so that the mason cache is turned off, and so that any changes you 
do to the templates will be seen immediately w/o an apache restart. Be sure 
to unset the flag again when your ready to put in production, because devel 
mode is extremely inefficient.

In your .../etc/RT_SiteConfig.pm:

Set($DevelMode, '1');


Hope that helps!


Beers,

Corey


From corey_s at qwest.net  Thu Feb 16 17:52:16 2006
From: corey_s at qwest.net (Corey)
Date: Thu, 16 Feb 2006 15:52:16 -0700
Subject: [rt-users] 'Organisation' stuck as 'example.com' in RT 3.4.5 on
	Gentoo
In-Reply-To: <200602161544.29051.corey_s@qwest.net>
References: <43F4B8EF.50101@appliansys.com>
	<200602161544.29051.corey_s@qwest.net>
Message-ID: <200602161552.16200.corey_s@qwest.net>

On Thursday February 16 2006 3:44 pm, Corey wrote:
<snip>
> rm -rf /var/www/<vhost>/rt-3.4.5/var/mason_data/
<snip>

Whoops, typo.  Make that:

rm -rf /var/www/<vhost>/rt-3.4.5/var/mason_data/*


i.e., keep the mason_data dir; you can destroy everything inside of it, which 
will be regenerated when you fire up rt again.

Sorry about that.




From lvanderf at internode.com.au  Thu Feb 16 18:31:41 2006
From: lvanderf at internode.com.au (Luke Vanderfluit)
Date: Fri, 17 Feb 2006 10:01:41 +1030
Subject: [rt-users] don't send email to requestor when ticket is resolved
Message-ID: <43F50B5D.2090909@internode.com.au>

Hi.

How can I disable sending an email to the requestor when a ticket is 
resolved?

Kind regards.

-- 
Luke



From doogles at doogles.com  Thu Feb 16 20:23:31 2006
From: doogles at doogles.com (doogles at doogles.com)
Date: Thu, 16 Feb 2006 20:23:31 -0500 (EST)
Subject: [rt-users] Building Upon the Concept from AutogeneratedPasswo
	rd (fwd)
In-Reply-To: <FA47DE603DEA244FBD10EE3F852A88A3DF13F7@WILBUR.phls.org.uk>
References: <FA47DE603DEA244FBD10EE3F852A88A3DF13F7@WILBUR.phls.org.uk>
Message-ID: <20060216202144.F13120@spaceball1.doogles.com>

Steven--

Hrm, is there any authentication to this?  I'm thinking something like the 
e-commerce folks use, email out a big long string that needs to be passed 
back to the server.  If you don't really have access to that email 
address, you can't change the password.  If you do, then you click the 
link and are given the option to reset your password.

What do you think?

-jd

On Thu, 16 Feb 2006, Steven Platt wrote:

> Hi jd,
>
> We've recently implemented a PHP driven password reminder system for our
> self-service users. They enter an e-mail address which is checked against
> the DB (we use postgres8). Valid addresses get login details e-mailed back
> out to the supplied address.
> http://www.hpa-bioinfosupport.org.uk/RT/
>
> AFAIK it's not possible to easily backtrack from an MD5 encrypted string, so
> our system involves resetting the password to a standard pattern within the
> system. Resetting the password seems to be the best way, but I'm prepared
> (and expecting) to be corrected.
>
> Steve
>
> Steve Platt
> Bioinformatics Support Co-ordinator
> Bioinformatics Unit: Statistics, Modelling & Bioinformatics Department
> Center for Infections
> Health Protection Agency
> 61 Colindale Avenue
> London
> UK
> NW9 5EQ
> http://www.hpa.org.uk/srmd/bioinformatics/index.htm
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
> doogles at doogles.com
> Sent: Thursday,16 February 2006 02:20
> To: rt-users at lists.fsck.com
> Subject: [rt-users] Building Upon the Concept from AutogeneratedPassword
> (fwd)
>
> It occured to me that the passwords are encrypted in the database, which
> is likely the reason this isn't trivial.  Is the password encryption
> one-way?  Is this something I could turn off?
>
> The customers we have using RT love the SelfService interface, but as I
> mentioned, they tend to forget their password.  Has anyone else done up
> something like a "Forgot password, send me a new one"-type functionality
> that they would be willing to share?  This has become quite an
> administration headache for me.
>
> -jd
>
> ---------- Forwarded message ----------
> Date: Mon, 13 Feb 2006 05:46:37 -0500 (EST)
> From: doogles at doogles.com
> To: rt-users at lists.fsck.com
> Subject: [rt-users] Building Upon the Concept from AutogeneratedPassword
>
> RT Users--
>
> (I'm running RT 3.4.5.)
>
> I recently modified my Autocreate templates to include the logic suggested
> in
> the AutogeneratedPassword page in the BestPractical wiki.  This works well.
> However, my user base has a usage pattern which has them interfacing with RT
>
> "once and awhile", and they tend to forget what their password is.
>
> I would like to build upon the AutogeneratedPassword template to email
> username/password every time they open up a ticket.
>
> I tried a couple of different things without success.  Would anyone care to
> suggest the 'right' way to accomplish this?  I would be happy to update the
> Wiki after I successfully implement this.
>
> Thanks!,
> -jd
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at
> http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at
> http://bestpractical.com/services/training.html
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at
> http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at
> http://bestpractical.com/services/training.html
>
> -----------------------------------------
> ***********************************************************************
> ***
> The information contained in the EMail and any attachments is
> confidential and intended solely and for the attention and use of the
> named addressee(s). It may not be disclosed to any other person without
> the express authority of the HPA, or the intended recipient, or both.
> If you are not the intended recipient, you must not disclose, copy,
> distribute or retain this message or any part of it. This footnote also
> confirms that this EMail has been swept for computer viruses, but
> please re-sweep any attachments before opening or saving.
> HTTP://www.HPA.org.uk *************************************************
> *************************
>


From lengyel at gmail.com  Thu Feb 16 23:03:04 2006
From: lengyel at gmail.com (Florian Lengyel)
Date: Thu, 16 Feb 2006 23:03:04 -0500
Subject: [rt-users] Seeking queue setup wisdom
In-Reply-To: <6.2.1.2.0.20060215000707.03717fb0@WGEXPDC2.bwcad.ad.bwc.state.oh.us>
References: <6.2.1.2.0.20060215000707.03717fb0@WGEXPDC2.bwcad.ad.bwc.state.oh.us>
Message-ID: <d170611f0602162003p568ab5c2m88c090579c7ea795@mail.gmail.com>

I've implemented queues based on where the work originates, and which group
it involves.

General (research computing administrative business)

Operations (network and server operations) for tickets originating within
the research computing system administration group

ICPSR - for duties related to the inter-university consortium for political
and social research, such as the Summer Program for Quantitative Methods in
Social Research.

Helpdesk - for tickets related to applications running on LAMP servers, or
for troubles with rsearch computing applications software; these come from
outside the  systems group. Also, trouble reports for the research computing
network that have to be referred to another group go here.

ComputerScience - for work relating to computer science doctoral program (I
may get a request to referee a paper, give a talk, etc).

I've found categorization by general areas of responsibility and the
affected group to be useful. This cuts down on the number of queues (I don't
have queues by product line, for example, though I might if RT implemented
queue collections, as opposed to individual queues) and it simplifies
configuration of the different views of the system that the various
interested parties have.


On 2/15/06, Lee Roth <bwc_lr1 at easy48.com> wrote:
>
> I've been running/using RT (V3.2.3, just upgraded to V3.4.5) for some
> months now for a small group of network/sysadmin folks and I'm not 100%
> satisfied with the RT operation that I currently have.
>
> *Background: *My initial setup of queues was based on type of gear, e.g.
> Routers, firewalls, servers, etc. All of these queues have a default
> priority range of 0 to 29 and escalation period of 7 days from min to max. I
> also have a queue for 'projects' that are long-term, back-burner kinds of
> things, so the escalation period is very long (6 months). I have a daily
> script that does the auto-escalate of priorities.
>
> The problem is that the 'one-priority-scheme-fits-mostly-all' approach
> isn't working too well... calls that are 'hot' don't escalate as fast as
> they should from their initial logging (via email interface), while others
> get worked for a while and then need to migrate to a 'back-burner' lower
> priority and escalate much more slowly than default.
>
> I like the ability to do end-of-month type reports and use the queue name
> to simply categorize the type of calls that have been worked, so I'm
> reluctant to create a plethora of queues with name based on priority +
> equipment category. Ick.
>
> I've been toying with creating a custom field that mimics my current queue
> names and then have the queues be strictly named according to priority
> (urgent, important, routine, low), but then I lose my nice end-of-month ease
> of reporting what kind of gear that was worked on. (Read: Yes, I can craft
> reports on that custom field but I guess I am trying to avoid that.)
>
> *Big Question:* For those of you that are successfully using RT to track
> technical requests and tasks, are your queues equipment/activity centric or
> priority-centric? Can you describe your RT implementation and how/why it
> works well for you?
>
> Thanks!
>
>  *Lee Roth
> *Email:  bwc_lr1 at easy48.com
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at
> http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at
> http://bestpractical.com/services/training.html
>
>
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From les at futuresource.com  Fri Feb 17 00:17:36 2006
From: les at futuresource.com (Les Mikesell)
Date: Thu, 16 Feb 2006 23:17:36 -0600
Subject: [rt-users] don't send email to requestor when ticket is resolved
In-Reply-To: <43F50B5D.2090909@internode.com.au>
References: <43F50B5D.2090909@internode.com.au>
Message-ID: <1140153456.25397.56.camel@les-home.futuresource.com>

On Thu, 2006-02-16 at 17:31, Luke Vanderfluit wrote:

> How can I disable sending an email to the requestor when a ticket is 
> resolved?

One way is to click the 'basics' link on the ticket display
and set the status to resolved there.

-- 
  Les Mikesell
   les at futuresource.com




From JoopvandeWege at mococo.nl  Fri Feb 17 02:44:06 2006
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Fri, 17 Feb 2006 08:44:06 +0100
Subject: [rt-users] VMware player RT anyone?
In-Reply-To: <20060216193006.35E324D83FF@diesel.bestpractical.com>
References: <20060216193006.35E324D83FF@diesel.bestpractical.com>
Message-ID: <20060217084138.498E.JOOPVANDEWEGE@mococo.nl>


On Thu, 16 Feb 2006 14:30:06 -0500 (EST)
rt-users-request at lists.bestpractical.com wrote:

> Date: Thu, 16 Feb 2006 12:59:22 -0600
> From: Les Mikesell <les at futuresource.com>
> Subject: [rt-users] VMware player RT anyone?
> To: rt-users at lists.bestpractical.com
> Message-ID: <1140116362.15269.141.camel at moola.futuresource.com>
> Content-Type: text/plain
> 
> Now that VMware has released the free player and beta server
> programs people are starting to build canned applications
> as virtual machine images along with the different free
> OS versions at http://www.vmware.com/vmtn/vm/community.html.
> I see twiki is there (on a debian stable base).  Having
> RT also in a download/run package would be a great way
> to avoid the perl module mess when installing at least
> for proof of concept testing and low volume sites - and
> it could even run on a windows host if necessary.  I can
> barely muddle through my own installs though.  Is anyone
> interested in building the image?
I'm working on this.
System will be a working rt-3.4.5 install with AT and RTFM-2.2.RC1 and
probably using Oracle XE as a backend.
Further I might setup one or two selfcontained 'demo' rt's using
'in-place' configure option  and sqlite.

Joop

PS:
I have this setup running on a FC4 VMware VM right now.

-- 
Joop van de Wege <JoopvandeWege at mococo.nl>



From matt.robinson at appliansys.com  Fri Feb 17 04:19:22 2006
From: matt.robinson at appliansys.com (Matt Robinson)
Date: Fri, 17 Feb 2006 09:19:22 +0000
Subject: [rt-users] 'Organisation' stuck as 'example.com' in RT 3.4.5
	on Gentoo
In-Reply-To: <200602161544.29051.corey_s@qwest.net>
References: <43F4B8EF.50101@appliansys.com>
	<200602161544.29051.corey_s@qwest.net>
Message-ID: <43F5951A.6080702@appliansys.com>

Hi,

Corey wrote:
> /etc/init.d/apache2 stop
> 
> rm -rf /var/www/<vhost>/rt-3.4.5/var/mason_data/
> 
> /etc/init.d/apache2 start
> 
> You're possibly seeing the mason cache at works; clear it, then restart 
> apache, which will restart your fcgi handlers for rt.

Thanks to everyone that responded - I've now got it working, but not in 
an ideal manner.

Corey - your suggestion really helped in finding what was going on. I 
checked the mason_data directories and did as you suggested in my vhost 
location, no joy. I then checked in the central webapp-config repository 
(/usr/share/webapps/rt/3.4.5/hostroot/rt-3.4.5/var/mason_data) and found 
that apache2 was actually using *this* location for the mason cache!

 From there I found that it was also using the RT_Config.pm file from 
this location too. Changing this copy of RT_Config.pm, clearing mason 
cache and restarting apache solved my issue.

So now I'm not sure if there is something wrong with the Gentoo ebuild 
of 3.4.5 or if this is somehow a local issue. The vhost/webapp-config 
stuff certainly isn't working correctly on my box.

Has anyone else seen this behaviour with 3.4.5 on Gentoo? Any 
suggestions of how to tackle this also appreciated :)

Many thanks,

Matt


-- 

Matthew Robinson
Senior Technical Officer
ApplianSys Ltd
(d) +44 (0)2476 430 091
(m) +44 (0)7980 805 418
(e) matt.robinson at appliansys.com


From rassy at math.TU-Berlin.DE  Fri Feb 17 08:30:11 2006
From: rassy at math.TU-Berlin.DE (Tilman Rassy)
Date: Fri, 17 Feb 2006 14:30:11 +0100
Subject: [rt-users] Can not change ticket owner
Message-ID: <200602171430.11937.rassy@math.tu-berlin.de>

Hello,

I can not change the ticket owner if the ticket is already owned by someone, 
even though I checked the StealTicket right. Even root can not do this.

I use RT 3.4.1.

Can anybody help?

Thanks in advance,
Tilman


From k_b0000 at yahoo.se  Fri Feb 17 08:53:57 2006
From: k_b0000 at yahoo.se (k b)
Date: Fri, 17 Feb 2006 05:53:57 -0800 (PST)
Subject: [rt-users] Can not change ticket owner
In-Reply-To: <200602171430.11937.rassy@math.tu-berlin.de>
Message-ID: <20060217135358.28947.qmail@web26910.mail.ukl.yahoo.com>

--- Tilman Rassy <rassy at math.TU-Berlin.DE> wrote:
> Hello,
> 
> I can not change the ticket owner if the ticket is
> already owned by someone, 
> even though I checked the StealTicket right. Even
> root can not do this.
> 
> I use RT 3.4.1.
> 
> Can anybody help?
> 
> Thanks in advance,
> Tilman


You are experiencing a permission problem.
The user or group for the user who is logged in must
have permission to steal ticket, own ticket, take
ticket and possibly some thing else.

have a look at your group or queue setting.



__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From rfox at findlay.edu  Fri Feb 17 08:54:50 2006
From: rfox at findlay.edu (Ryan Fox)
Date: Fri, 17 Feb 2006 08:54:50 -0500
Subject: [rt-users] Can not change ticket owner
In-Reply-To: <200602171430.11937.rassy@math.tu-berlin.de>
References: <200602171430.11937.rassy@math.tu-berlin.de>
Message-ID: <43F5D5AA.6020001@findlay.edu>

Tilman Rassy wrote:
> Hello,
>
> I can not change the ticket owner if the ticket is already owned by someone, 
> even though I checked the StealTicket right. Even root can not do this.
>
> I use RT 3.4.1.
>   
I'm having that same behavior in 3.4.4.  Changing the ticket owner in 
EditBasics gives a permission denied error.  I don't know if it is by 
design or not.  The way that works for me is to use the 'Steal' ticket 
link at the top of the ticket.

Ryan
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From m-liebman at northwestern.edu  Fri Feb 17 08:56:42 2006
From: m-liebman at northwestern.edu (Michael S. Liebman)
Date: Fri, 17 Feb 2006 08:56:42 -0500
Subject: [rt-users] Can not change ticket owner
In-Reply-To: <43F5D5AA.6020001@findlay.edu>
References: <200602171430.11937.rassy@math.tu-berlin.de>
	<43F5D5AA.6020001@findlay.edu>
Message-ID: <20060217135642.GA7716@SDF.LONESTAR.ORG>

On Fri, Feb 17, 2006 at 08:54:50AM -0500, Ryan Fox wrote:
> I'm having that same behavior in 3.4.4.  Changing the ticket owner in 
> EditBasics gives a permission denied error.  I don't know if it is by 
> design or not.  The way that works for me is to use the 'Steal' ticket 
> link at the top of the ticket.

Yes, that is the design. Steal the ticket first so you become the
owner. Then set the owner to the new owner.

Michael
-- 
Michael S. Liebman                      m-liebman at northwestern.edu
                  http://msl521.freeshell.org/
"I have vision and the rest of the world wears bifocals."
        -Paul Newman in "Butch Cassidy & the Sundance Kid"


From jfenner at vitamix.com  Fri Feb 17 09:14:51 2006
From: jfenner at vitamix.com (Jason Fenner)
Date: Fri, 17 Feb 2006 09:14:51 -0500
Subject: [rt-users] don't send email to requestor when ticket is resolved
In-Reply-To: <43F50B5D.2090909@internode.com.au>
References: <43F50B5D.2090909@internode.com.au>
Message-ID: <43F5DA5B.4090100@vitamix.com>

If you don't want that email sent out on a global basis, you can disable 
the scrip for it under: Configuration -> Global --> Scrips

Luke Vanderfluit wrote:

> Hi.
>
> How can I disable sending an email to the requestor when a ticket is 
> resolved?
>
> Kind regards.
>




From jfenner at vitamix.com  Fri Feb 17 09:16:56 2006
From: jfenner at vitamix.com (Jason Fenner)
Date: Fri, 17 Feb 2006 09:16:56 -0500
Subject: [rt-users] VMware player RT anyone?
In-Reply-To: <20060217084138.498E.JOOPVANDEWEGE@mococo.nl>
References: <20060216193006.35E324D83FF@diesel.bestpractical.com>
	<20060217084138.498E.JOOPVANDEWEGE@mococo.nl>
Message-ID: <43F5DAD8.6060709@vitamix.com>

It would be nice to see one submitted using MySQL for the backend.  More 
people would likely find MySQL more friendly and easier to use.

Joop van de Wege wrote:

>On Thu, 16 Feb 2006 14:30:06 -0500 (EST)
>rt-users-request at lists.bestpractical.com wrote:
>
>  
>
>>Date: Thu, 16 Feb 2006 12:59:22 -0600
>>From: Les Mikesell <les at futuresource.com>
>>Subject: [rt-users] VMware player RT anyone?
>>To: rt-users at lists.bestpractical.com
>>Message-ID: <1140116362.15269.141.camel at moola.futuresource.com>
>>Content-Type: text/plain
>>
>>Now that VMware has released the free player and beta server
>>programs people are starting to build canned applications
>>as virtual machine images along with the different free
>>OS versions at http://www.vmware.com/vmtn/vm/community.html.
>>I see twiki is there (on a debian stable base).  Having
>>RT also in a download/run package would be a great way
>>to avoid the perl module mess when installing at least
>>for proof of concept testing and low volume sites - and
>>it could even run on a windows host if necessary.  I can
>>barely muddle through my own installs though.  Is anyone
>>interested in building the image?
>>    
>>
>I'm working on this.
>System will be a working rt-3.4.5 install with AT and RTFM-2.2.RC1 and
>probably using Oracle XE as a backend.
>Further I might setup one or two selfcontained 'demo' rt's using
>'in-place' configure option  and sqlite.
>
>Joop
>
>PS:
>I have this setup running on a FC4 VMware VM right now.
>
>  
>




From S.G.Tranter at lboro.ac.uk  Fri Feb 17 09:40:24 2006
From: S.G.Tranter at lboro.ac.uk (Stewart Tranter)
Date: Fri, 17 Feb 2006 14:40:24 +0000
Subject: [rt-users] RT::Shredder error: Can't call method "IsLocal" on an
 undefined value at /opt/rt3/lib/RT/URI.pm line 247.
Message-ID: <43F5E058.4050101@lboro.ac.uk>

Hi,

I am getting a "Can't call method "IsLocal" on an undefined value at 
/opt/rt3/lib/RT/URI.pm line 247." error when I try to delete a 
particular ticket in RT 3.5.5.  This error happens in the web interface 
and at the command line.

I have attached the raw error output from the web UI in case it's of any 
  use to someone in solving the problem.

Has anyone else experienced this problem?

Thanks in advance,

Stewart
------------------------------------------------
Stewart Tranter
Computing Services
Loughborough University

E:  s.g.tranter at lboro.ac.uk
W:  http://www.lboro.ac.uk/computing/
T:  +44 (0) 1509 223719
F:  +44 (0) 1509 223989
------------------------------------------------
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From JoopvandeWege at mococo.nl  Fri Feb 17 10:51:11 2006
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Fri, 17 Feb 2006 16:51:11 +0100
Subject: [rt-users] VMware player RT anyone?
In-Reply-To: <43F5DAD8.6060709@vitamix.com>
References: <20060217084138.498E.JOOPVANDEWEGE@mococo.nl>
	<43F5DAD8.6060709@vitamix.com>
Message-ID: <20060217164004.8351.JOOPVANDEWEGE@mococo.nl>


On Fri, 17 Feb 2006 09:16:56 -0500
Jason Fenner <jfenner at Vitamix.com> wrote:

> It would be nice to see one submitted using MySQL for the backend.  More 
> people would likely find MySQL more friendly and easier to use.
> >System will be a working rt-3.4.5 install with AT and RTFM-2.2.RC1 and
> >probably using Oracle XE as a backend.
> >Further I might setup one or two selfcontained 'demo' rt's using
> >'in-place' configure option  and sqlite.
Mysql is about as 'friendly' as OracleXE depending largely on the amount
of experience you have. If I look back at how I setup FC4, using
packages, and how much trouble it did cost me I still wonder what I have
been doing wrong. Normally I setup RT on Sun Solaris(8) and compile the
whole thing from source, Apache, SSL, PHP, Perl, and install it in its
own directory tree, except for the time I have to wait for the compiler
and the perl dependancies I can do this in 4h or less.
FC4 took me 3 tries and just as much days ;-(
(One problem being DBD::Oracle and OracleXE to be honest)

If I package Oracle with RT into a VM than more people get a chance to
play with RT without the hassle of setting it up, because, yes RT and
Oracle are a tougher combination than Mysql and RT but it can also give
you a better (subjective; my point of view) system, database wise
(performance, scalability, search on ticket contents, etc).

 But be my guest and make a VM with Mysql and RT ;-)

Joop

-- 
Joop van de Wege <JoopvandeWege at mococo.nl>



From ESchultz at corp.untd.com  Fri Feb 17 11:09:06 2006
From: ESchultz at corp.untd.com (Schultz, Eric)
Date: Fri, 17 Feb 2006 08:09:06 -0800
Subject: [rt-users] Can not change ticket owner
Message-ID: <5613F89D78D2F545A40423EBA5535C300D7A1F76@LAXEVS01.lax.corp.int.untd.com>

Since I didn't like the design, I created a new right called
"ReAssignTicket", and give it to manager types, so that they can change
the owner of a ticket without having to first steal it. 

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
> Of Michael S. Liebman
> Sent: Friday, February 17, 2006 5:57 AM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Can not change ticket owner
> 
> On Fri, Feb 17, 2006 at 08:54:50AM -0500, Ryan Fox wrote:
> > I'm having that same behavior in 3.4.4.  Changing the 
> ticket owner in 
> > EditBasics gives a permission denied error.  I don't know 
> if it is by 
> > design or not.  The way that works for me is to use the 
> 'Steal' ticket 
> > link at the top of the ticket.
> 
> Yes, that is the design. Steal the ticket first so you become the
> owner. Then set the owner to the new owner.
> 
> Michael
> -- 
> Michael S. Liebman                      m-liebman at northwestern.edu
>                   http://msl521.freeshell.org/
> "I have vision and the rest of the world wears bifocals."
>         -Paul Newman in "Butch Cassidy & the Sundance Kid"
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly 
> Media at http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at 
> http://bestpractical.com/services/training.html
> 


From rt at tux.datalink.co.za  Fri Feb 17 11:01:23 2006
From: rt at tux.datalink.co.za (Leon)
Date: Fri, 17 Feb 2006 18:01:23 +0200
Subject: [rt-users] Condition for non resolved only.
Message-ID: <43F5F353.4050304@tux.datalink.co.za>

Thanks to everyone for all the help:
I have been working on this the whole week and have finally got 
something that works. I thought I would share it with you since I see 
there are other people that are looking for the same code. If someone 
can point out any obvious mistakes, please do.



To prevent any replies to resolved tickets and sending of emails on 
already resolved tickets I changed all the ?On Correspond? events to 
rather use this user defined code:

Condition:

if( $self->TransactionObj->Type eq 'Correspond' &&
     ($self->TicketObj->Status eq 'open' || $self->TicketObj->Status eq 
'external' || $self->TicketObj->Status eq 'new') ) {
        return 1; }
     else
     { return undef; }

Another condition that we use, is to only automatically ?open? tickets 
that are marked as ?external?

Condition2:
if( $self->TransactionObj->Type eq 'Correspond' &&
      $self->TicketObj->Status eq 'external' ) {
        return 1;
} else {
        return undef;
}

(BTW, external is a custom status that we use, while we are waiting for 
external feedback)



-- 
This message has been scanned for viruses and
dangerous content by MailScanner, and is
believed to be clean.



From brw at etsu.edu  Fri Feb 17 11:27:05 2006
From: brw at etsu.edu (Bill R. Williams)
Date: Fri, 17 Feb 2006 11:27:05 -0500
Subject: [rt-users] MORE -- Re: RT 3.4.5 FastCGIexternal Apache2
In-Reply-To: <20060216211610.GA15416@brwms.etsu.edu>
References: <20060216211610.GA15416@brwms.etsu.edu>
Message-ID: <20060217162705.GA17408@brwms.etsu.edu>

Replying to my own post (request for HELP!!) to suppliment the
original information.

It appears that the need for the double slash after the hostname
> * http://rt.mydomain.ext//
is introduced/needed somewhere in RT.  Possbily a redirection?
Why do I say this?  (And I could be jumping to the wrong conclusion...)

I modified my apache definition from:
  <Virtualhost xxx.xxx.xxx.xxx:80>
to answer on port 8008:
  Listen 8008
  <Virtualhost xxx.xxx.xxx.xxx:8008>
NO other changes.

And these:
   http://rt.mydomain.ext:8008
   http://rt.mydomain.ext:8008/index.html
work like a charm.

SURELY somebody has encountered this before.
Maybe one of you on the rt-devel list knows something?

Just to be complete, here are the actual Apache directives I am using,
but with fake host/IP.domain:
----------------------------------------------------------------------
LoadModule fastcgi_module modules/mod_fastcgi.so

# (FastCgiExternalServer -- ONE LONG LINE in .conf file)
FastCgiExternalServer /usr/local/RT/rt/bin/mason_handler.fcgi \
	-host localhost:50080 -idle-timeout 120

Listen 8008
<VirtualHost 192.168.200.200:8008>
        UseCanonicalName Off
        ServerName rt.mydomain.ext

        ErrorLog logs/rt.error_log
        CustomLog logs/rt.access_log combined

        DocumentRoot /usr/local/RT/rt/share/html
        AddHandler fastcgi-script fcgi
        ScriptAlias / /usr/local/RT/rt/bin/mason_handler.fcgi/
</VirtualHost>
----------------------------------------------------------------------

I appreciate any help.
-- 
 ---------------------------------------------
 Bill R.  Williams       <brw AT etsu DOT edu>
 ------------------------ ETSU Library Systems

On Thu, Feb 16, 2006 at 04:16:10PM -0500, Bill R. Williams wrote:
> I have just installed a "captive" RT 3.4.5 using FastCgiExternalServer
> hosted on Apache/2.0.52.  (perl 5.8.7, mysql Ver 5.0.18)
> 
> And it's sorta working: that is it will run, but something between the
> apache and RT urls is just really strange.  I have tried variations on
> all sorts of the example "How To RT ... Apache2" and haven't found the
> magic bean.  Also, I am *very* vanilla in the RT_SiteConfig.pm in that
> I am using the defaults for the $Web... things.  (I did try fiddling
> with those, but things got worse instead of better!)
> 
> I have the RT in a <Virtualhost rt.mydomain.ext:>
> and it works *IF* I use two (2) slashes at the end of the URL!
> Example:
> * http://rt.mydomain.ext
>   http://rt.mydomain.ext/
>   http://rt.mydomain.ext/index.html
> 	Either of these will end up routed to apache's default server
> 	document root / homepage  which is not 'rt's!
> BUT...
> * http://rt.mydomain.ext//
>   http://rt.mydomain.ext//index.html
>   	Either of these will get me the RT login, and I can proceed
> 	from there to enter RT and do whatever.  As long as I don't
> 	click [Home] which will send me to the default server again.
> 
> Anybody got a clue about this?
> All the stuff that I *thougt* would be really problematic
> (FastCgiExternalServer for example) turned out to be rather easy.


From MarkRoedel at letu.edu  Fri Feb 17 11:39:19 2006
From: MarkRoedel at letu.edu (Roedel, Mark)
Date: Fri, 17 Feb 2006 10:39:19 -0600
Subject: [rt-users] Can not change ticket owner
Message-ID: <FF6E50DCA69478499B1C992A435EF5F00121946D@rachael-reborn.letnet.net>

 
Is that code you'd be willing to share?

--
Mark Roedel
Web Programmer / Analyst
LeTourneau University



-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Schultz,
Eric
Sent: Friday, February 17, 2006 10:09 AM
To: m-liebman at northwestern.edu; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Can not change ticket owner

Since I didn't like the design, I created a new right called
"ReAssignTicket", and give it to manager types, so that they can change
the owner of a ticket without having to first steal it. 


From m-liebman at northwestern.edu  Fri Feb 17 11:46:54 2006
From: m-liebman at northwestern.edu (Michael S. Liebman)
Date: Fri, 17 Feb 2006 11:46:54 -0500
Subject: [rt-users] MORE -- Re: RT 3.4.5 FastCGIexternal Apache2
In-Reply-To: <20060217162705.GA17408@brwms.etsu.edu>
References: <20060216211610.GA15416@brwms.etsu.edu>
	<20060217162705.GA17408@brwms.etsu.edu>
Message-ID: <20060217164654.GA9629@SDF.LONESTAR.ORG>

On Fri, Feb 17, 2006 at 11:27:05AM -0500, Bill R. Williams wrote:
> It appears that the need for the double slash after the hostname
> > * http://rt.mydomain.ext//
> is introduced/needed somewhere in RT.  Possbily a redirection?
> Why do I say this?  (And I could be jumping to the wrong conclusion...)

> On Thu, Feb 16, 2006 at 04:16:10PM -0500, Bill R. Williams wrote:
> > Also, I am *very* vanilla in the RT_SiteConfig.pm in that
> > I am using the defaults for the $Web... things.  (I did try fiddling
> > with those, but things got worse instead of better!)

What are $WebPath and $WebBaseURL set to?

Michael
-- 
Michael S. Liebman                      m-liebman at northwestern.edu
                  http://msl521.freeshell.org/
"I have vision and the rest of the world wears bifocals."
        -Paul Newman in "Butch Cassidy & the Sundance Kid"


From Steven.Platt at HPA.org.uk  Fri Feb 17 11:46:21 2006
From: Steven.Platt at HPA.org.uk (Steven Platt)
Date: Fri, 17 Feb 2006 16:46:21 -0000
Subject: [rt-users] Building Upon the Concept from AutogeneratedPasswo
	rd (fwd)
Message-ID: <FA47DE603DEA244FBD10EE3F852A88A3DF13FE@WILBUR.phls.org.uk>


JD, Urivan & all,

<Urivan wrote: snip>
- User A logs into RT
- User A is really busy changing tickets
- User B requests a password change using User A's email

Will the system prompt User A in the next submit he makes?
<snip>

I probably should've explained what we've done more clearly.

As it's not possible to recover an MD5 encrypted string we just overwrite
the old pwd with the new one. Both pwds conform to a standard format so what
happens is that both old & new pwds are the same. 
The system doesn't allow a user to specify their pwd, it's generated from
the e-mail address they give the reminder script (the potential problem
spotted by Urivan should never crop up). 
This is also the check...the address must be linked to an RT self service
account or else no reminder.

We've got a fairly low ticket turnover and a localised user base of only a
couple of hundred people, each with access to the e-mail accounts they use
to access RT, so more advanced authentication systems aren't really
necessary.

Despite the small setup, it was a nightmare to manage our helpdesk before we
started with RT. Excellent system!

Steve
Bioinformatics
Health Protection Agency, UK


-----Original Message-----
From: doogles at doogles.com [mailto:doogles at doogles.com] 
Sent: Friday,17 February 2006 01:24
To: Steven Platt; rt-users at lists.fsck.com
Subject: RE: [rt-users] Building Upon the Concept from AutogeneratedPasswo
rd (fwd)

Steven--

Hrm, is there any authentication to this?  I'm thinking something like the 
e-commerce folks use, email out a big long string that needs to be passed 
back to the server.  If you don't really have access to that email 
address, you can't change the password.  If you do, then you click the 
link and are given the option to reset your password.

What do you think?

-jd

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From brw at etsu.edu  Fri Feb 17 12:54:46 2006
From: brw at etsu.edu (Bill R. Williams)
Date: Fri, 17 Feb 2006 12:54:46 -0500
Subject: [rt-users] Re: MORE -- Re: RT 3.4.5 FastCGIexternal Apache2
In-Reply-To: <20060217164654.GA9629@SDF.LONESTAR.ORG>
References: <20060216211610.GA15416@brwms.etsu.edu>
	<20060217162705.GA17408@brwms.etsu.edu>
	<20060217164654.GA9629@SDF.LONESTAR.ORG>
Message-ID: <20060217175446.GA17904@brwms.etsu.edu>

Hi Michael,

Thanks for your response...

> What are $WebPath and $WebBaseURL set to?
They are currently (as defined in the RT_Config.pm):
 Set($WebPath , "");
 Set($WebBaseURL , "http://localhost");
and just to be complete there are also ...
 Set($WebURL , $WebBaseURL . $WebPath . "/");
 Set($WebImagesURL , $WebPath . "/NoAuth/images/");
 Set($LogoURL , $WebImagesURL . "bplogo.gif");

I tried variations (in RT_SiteConfig.pm) on:
	$WebPath: Set($WebPath , "/");
	$WebBaseURL Set($WebBaseURL , "http://rt.mydomain.ext");
and even piddled with the $WebURL (removing the . "/").
And I ended up with pretty much the same problem.

My Apache's default server(s) are port:80.
Using the default $Web... items we see these behaviors:
Default: 80
	With the <VirtualHost xxx.xxx.xxx.xxx:80> my Apache logs for
	'rt' show GETs as related to "http://rt.mydomain.ext//".
Only Change: 8008
	With the <VirtualHost xxx.xxx.xxx.xxx:8008> my Apache logs for
	'rt' show GETs as related to "http://rt.mydomain.ext:8008/".

BTW:  I also tried the various suggested Apache 'RedirectMatch...'
directives.  Works the same with or without them.
Also FWIW: My Apache config specifies:
	NameVirtualHost xxx.xxx.xxx.xxx:80

Summary: On default port (80) any URL which does not have the double
slash following the http://HOSTNAME will be redirected to the default
port 80 server which is NOT rt.  Using an alternate port (8008) things
work as expected/desired: http://HOSTNAME:8008 will send me to 'rt'.

-- 
 ---------------------------------------------
 Bill R. Williams               <brw at etsu.edu>
 ------------------------ ETSU Library Systems

On Fri, Feb 17, 2006 at 11:46:54AM -0500, Michael S. Liebman wrote:
> On Fri, Feb 17, 2006 at 11:27:05AM -0500, Bill R. Williams wrote:
> > It appears that the need for the double slash after the hostname
> > > * http://rt.mydomain.ext//
> > is introduced/needed somewhere in RT.  Possbily a redirection?
> > Why do I say this?  (And I could be jumping to the wrong conclusion...)
> 
> > On Thu, Feb 16, 2006 at 04:16:10PM -0500, Bill R. Williams wrote:
> > > Also, I am *very* vanilla in the RT_SiteConfig.pm in that
> > > I am using the defaults for the $Web... things.  (I did try fiddling
> > > with those, but things got worse instead of better!)
> 
> What are $WebPath and $WebBaseURL set to?
> 
> Michael
> -- 
> Michael S. Liebman                      m-liebman at northwestern.edu
>                   http://msl521.freeshell.org/
> "I have vision and the rest of the world wears bifocals."
>         -Paul Newman in "Butch Cassidy & the Sundance Kid"


From rickr at rice.edu  Fri Feb 17 12:46:43 2006
From: rickr at rice.edu (Rick Russell)
Date: Fri, 17 Feb 2006 11:46:43 -0600
Subject: [rt-users] Building Upon the Concept from AutogeneratedPasswo
	rd (fwd)
In-Reply-To: <20060216202144.F13120@spaceball1.doogles.com>
References: <FA47DE603DEA244FBD10EE3F852A88A3DF13F7@WILBUR.phls.org.uk>
	<20060216202144.F13120@spaceball1.doogles.com>
Message-ID: <43F60C03.6050805@rice.edu>



doogles at doogles.com wrote:
> Hrm, is there any authentication to this?  I'm thinking something like
> the e-commerce folks use, email out a big long string that needs to be
..

We do something along those lines at Rice -- if a user requests a new
password, RT sends a confirmation e-mail to them, and they must reply to
the confirmation e-mail leaving the Subject line intact to get a new
password. It's all done with custom scrips on a special queue.

Rick R.

-- 
Rick Russell
For computer help, call xHELP (x4357 or 713-348-4357)
OpenPGP/GnuPG Public Key at ldap://certificate.rice.edu
761D 1C20 6428 580F BD98  F5E5 5C8C 56CA C7CB B669
--
Helpdesk Supervisor, Client Services
IT/Academic & Research Computing
Rice University
Voice: 713.348.5267  Fax: 713.348.6099


From jeff at cepheid.org  Fri Feb 17 13:53:32 2006
From: jeff at cepheid.org (Jeff Bachtel)
Date: Fri, 17 Feb 2006 12:53:32 -0600
Subject: [rt-users] $self not exposed to templates,
	RT Essentials example failing
Message-ID: <20060217185332.GX71577@cepheid.org>

I was trying to implement the OnSteal scrip example in RT Essentials.
The Template given creates a new temporary RT::User object (so that it
can rewind and get the old owner). The problem that I'm seeing is that
$self->CurrentUser is not being exposed to the Template engine when
the scrip is processed, ie:

[Fri Feb 17 18:24:01 2006] [error]: Template parsing error: Can't call
method "C
urrentUser" on an undefined value at template line 1.

Stack:
  [template:1]
  [/usr/local/rt3/lib/RT/Template_Overlay.pm:419]
  [/usr/local/rt3/lib/RT/Template_Overlay.pm:343]
  [/usr/local/rt3/lib/RT/Action/SendEmail.pm:112]
  [/usr/local/rt3/lib/RT/Action/Notify.pm:65]
  [/usr/local/rt3/lib/RT/ScripAction_Overlay.pm:233]
  [/usr/local/rt3/lib/RT/Scrip_Overlay.pm:478]
  [/usr/local/rt3/lib/RT/Scrips_Overlay.pm:236]
  [/usr/local/rt3/lib/RT/Transaction_Overlay.pm:162]
  [/usr/local/rt3/lib/RT/Record.pm:1431]
  [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:3043]
  [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:3108]
  [/usr/local/rt3/share/html/Ticket/Display.html:122]
  [/usr/local/rt3/share/html/autohandler:215]
 (/usr/local/rt3/lib/RT/Template_Overlay.pm:415)
[Fri Feb 17 18:24:01 2006] [error]: error:    unexpected end of header

Is there another object that can be used to expose $CurrentUser ? I
tried $session{'CurrentUser'}, but it's apparently an empty hash value
at that point.

Thanks,

Jeff

-- 
Jeff Bachtel  (root at VPR,TAMU)     http://www.cepheid.org/~jeff
"The sciences, each straining in  [finger jeff at cepheid.org for PGP key]
its own direction, have hitherto harmed us little;" - HPL, TCoC


From chaim.rieger at gmail.com  Fri Feb 17 14:42:14 2006
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Fri, 17 Feb 2006 11:42:14 -0800
Subject: [rt-users] Global, vs, Specific queue, outgoing email
Message-ID: <DB999AA9-D5C1-45C4-9AB1-2B5A42F7CA8E@gmail.com>

the standard setup is that global config states that outgoing email  
is recorded when a ticket is opened, and when correspondences are  
added etc....

which is all fine and dandy but.

if i were to create a queue "Cron Jobs" in which some of my cron  
output will be sent to, i do not want this one queue to reply to the  
sebder because its root, which is aliased to me, and since i am on  
the AdminCC for this queue i will get an email anyways telling me  
that a new ticket was opened.

so in essence, how does one disable outgoing emails (an absolute  
rule) for one queue without affecting the other queues ?

is the best way to copy templates and scrips from global to this one  
queue and edit them. ?




From mmethe at ci.keene.nh.us  Fri Feb 17 15:40:40 2006
From: mmethe at ci.keene.nh.us (Michael Methe)
Date: Fri, 17 Feb 2006 15:40:40 -0500
Subject: [rt-users] Login Problem
Message-ID: <DEFF0849E7AF434FA5082F8329DF33CF0548CA46@upsilon.servers.ci.keene.nh.us>

I am working on an intial install on Fedora Core 4.  I have followed all
instructiions (I think) and have gotten to the login page in my browser.
I think I read to log in as root but I dont know what to use for a
password.  Help!
 
Thanks
 
-Mike M
 
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From barnesaw at ucrwcu.rwc.uc.edu  Fri Feb 17 15:43:53 2006
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Fri, 17 Feb 2006 15:43:53 -0500
Subject: [rt-users] Login Problem
In-Reply-To: <DEFF0849E7AF434FA5082F8329DF33CF0548CA46@upsilon.servers.ci.keene.nh.us>
References: <DEFF0849E7AF434FA5082F8329DF33CF0548CA46@upsilon.servers.ci.keene.nh.us>
Message-ID: <43F63589.8090904@ucrwcu.rwc.uc.edu>

README

Michael Methe wrote:
> I am working on an intial install on Fedora Core 4.  I have followed 
> all instructiions (I think) and have gotten to the login page in my 
> browser.  I think I read to log in as root but I dont know what to use 
> for a password.  Help!
>  
> Thanks
>  
> -Mike M
>  
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html

-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati



From sunzhoujian at yahoo.com  Fri Feb 17 16:15:31 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Fri, 17 Feb 2006 13:15:31 -0800 (PST)
Subject: [rt-users] Can't install the PerlModule 5.8.3?
In-Reply-To: <mailman.0.1140210699.29082.rt-users@lists.bestpractical.com>
Message-ID: <20060217211531.2588.qmail@web33806.mail.mud.yahoo.com>

Hello,

I used the Yum to install RT correctly, however, I
encountered a lot of problem in the configuration
stages.
Did anyone encounter the following problem?

[root at osg-tg2 bin]# ./httpd -k start
Syntax error on line 421 of
/usr/local/apache2/conf/httpd.conf:
Invalid command 'PerlModule', perhaps misspelled or
defined by a module not included in the server
configuration


Then I tried to install this PerlModule, however, I
couldn't do it successfully even with CPAN. Can anyone
give me a hand?

Thanks,
--Paul


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From dylan.masson at gmail.com  Fri Feb 17 16:26:23 2006
From: dylan.masson at gmail.com (Dylan Masson)
Date: Fri, 17 Feb 2006 16:26:23 -0500
Subject: [rt-users] RT 3.4.5 Setup Issue
Message-ID: <d7d1e1ce0602171326o2270d3bat62d0ec9ced39bb40@mail.gmail.com>

   Hey Everyone,
   I'm new to the list, so I apologize if this has already been covered. I'm
building out our new RT 3.4.5 box to replace our existing RT 3.0.x box. I
got past the installation dependencies, and got it installed on the server,
but when I try to run the following:

 ./rt-test-dependencies --install --with-mysql --with-modperl2

I get the following output:
-----Begin-----

perl:
        5.8.3...found
users:
        rt group (apache)...found
        bin owner (root)...found
        libs owner (root)...found
        libs group (bin)...found
        web owner (apache)...found
        web group (apache)...found
MASON dependencies:
CLI dependencies:
DEV dependencies:
MODPERL2 dependencies:
MYSQL dependencies:
MAILGATE dependencies:
CORE dependencies:
        Tree::Simple 1.04...MISSING
CPAN: Storable loaded ok
Going to read /root/.cpan/Metadata
  Database was generated on Thu, 16 Feb 2006 11:16:45 GMT
Tree::Simple is up to date.

SOMETHING WAS MISSING!

-----END-----

I have Tree::Simple 1.16 installed on this server.

To test if this was just a nuisance error related to the version, I tried
the rt-setup-database script, and it blew up at line 98. Has anyone seen
this before? Any help would be most appreciated.

Thanks in advance!

Dyl
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From chaim.rieger at gmail.com  Fri Feb 17 16:28:00 2006
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Fri, 17 Feb 2006 13:28:00 -0800
Subject: [rt-users] Can't install the PerlModule 5.8.3?
In-Reply-To: <20060217211531.2588.qmail@web33806.mail.mud.yahoo.com>
References: <20060217211531.2588.qmail@web33806.mail.mud.yahoo.com>
Message-ID: <7D4503BF-8D46-42DE-96EA-CE0333A3D6EE@gmail.com>


On Feb 17, 2006, at 1:15 PM, zhou jian wrote:

> Hello,
>
> I used the Yum to install RT correctly, however, I
> encountered a lot of problem in the configuration
> stages.
> Did anyone encounter the following problem?
>
> [root at osg-tg2 bin]# ./httpd -k start
> Syntax error on line 421 of
> /usr/local/apache2/conf/httpd.conf:
> Invalid command 'PerlModule', perhaps misspelled or
> defined by a module not included in the server
> configuration
>
>
> Then I tried to install this PerlModule, however, I
> couldn't do it successfully even with CPAN. Can anyone
> give me a hand?


is ypu installing rt with mod_perl of *cgi

are you trying to install mod_perl 1 or 2 ?


can you post the error log please.





From chaim.rieger at gmail.com  Fri Feb 17 16:32:30 2006
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Fri, 17 Feb 2006 13:32:30 -0800
Subject: [rt-users] RT 3.4.5 Setup Issue
In-Reply-To: <d7d1e1ce0602171326o2270d3bat62d0ec9ced39bb40@mail.gmail.com>
References: <d7d1e1ce0602171326o2270d3bat62d0ec9ced39bb40@mail.gmail.com>
Message-ID: <359E6958-A18D-4785-983D-01F9C8BC5988@gmail.com>


On Feb 17, 2006, at 1:26 PM, Dylan Masson wrote:

>    Hey Everyone,
>    I'm new to the list, so I apologize if this has already been  
> covered. I'm building out our new RT 3.4.5 box to replace our  
> existing RT 3.0.x box. I got past the installation dependencies,  
> and got it installed on the server, but when I try to run the  
> following:
>
>  ./rt-test-dependencies --install --with-mysql --with-modperl2
>
> I get the following output:
> -----Begin-----
> perl:
>         5.8.3...found
> users:
>         rt group (apache)...found
>         bin owner (root)...found
>         libs owner (root)...found
>         libs group (bin)...found
>         web owner (apache)...found
>         web group (apache)...found
> MASON dependencies:
> CLI dependencies:
> DEV dependencies:
> MODPERL2 dependencies:
> MYSQL dependencies:
> MAILGATE dependencies:
> CORE dependencies:
>         Tree::Simple 1.04...MISSING
> CPAN: Storable loaded ok
> Going to read /root/.cpan/Metadata
>   Database was generated on Thu, 16 Feb 2006 11:16:45 GMT
> Tree::Simple is up to date.


post the output of
which perl
please




From sunzhoujian at yahoo.com  Fri Feb 17 16:36:16 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Fri, 17 Feb 2006 13:36:16 -0800 (PST)
Subject: [rt-users] Can't install the PerlModule 5.8.3?
In-Reply-To: <7D4503BF-8D46-42DE-96EA-CE0333A3D6EE@gmail.com>
Message-ID: <20060217213616.86865.qmail@web33802.mail.mud.yahoo.com>

[root at osg-tg2 rt-3.4.5]# yum install rt
Gathering header information file(s) from server(s)
Server: Fedora Linux / stable for Red Hat Linux 9
(i386)
Server: Macromedia Flash Player for Red Hat Linux 9
Server: Red Hat Linux 9 (i386)
Server: Red Hat Linux 9 (i386) updates
Server: RT 3.4.x, updates and extra perl module
packages
Finding updated packages
Downloading needed headers
rt is installed and is the latest version.


I checked the yum installation again. It looks like
above. Actually I am not quite sure what type of
mod-perl I was installing. I just followed the
instructions to install that. Because it is mentioned
in the document we have to use Perl 5.8.3 or later. I
suspect that it is the reason that the http server
complains.

Actually I checked the version of perl in my machine.

/////////////////////////////////////////
[root at osg-tg2 bin]# perl -v
 
This is perl, v5.8.8 built for i686-linux
the Perl Home Page.
////////////////////////////////////////

But I don't know where to check the perl module you
mentioned and could you give me some hints? And where
should I find the log file? There is no log file for
my httpd server since it even didn't start up.

--Paul




--- Chaim Rieger <chaim.rieger at gmail.com> wrote:

> 
> On Feb 17, 2006, at 1:15 PM, zhou jian wrote:
> 
> > Hello,
> >
> > I used the Yum to install RT correctly, however, I
> > encountered a lot of problem in the configuration
> > stages.
> > Did anyone encounter the following problem?
> >
> > [root at osg-tg2 bin]# ./httpd -k start
> > Syntax error on line 421 of
> > /usr/local/apache2/conf/httpd.conf:
> > Invalid command 'PerlModule', perhaps misspelled
> or
> > defined by a module not included in the server
> > configuration
> >
> >
> > Then I tried to install this PerlModule, however,
> I
> > couldn't do it successfully even with CPAN. Can
> anyone
> > give me a hand?
> 
> 
> is ypu installing rt with mod_perl of *cgi
> 
> are you trying to install mod_perl 1 or 2 ?
> 
> 
> can you post the error log please.
> 
> 
> 
> 


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
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From sunzhoujian at yahoo.com  Fri Feb 17 16:41:11 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Fri, 17 Feb 2006 13:41:11 -0800 (PST)
Subject: [rt-users] Can't install the PerlModule 5.8.3?
In-Reply-To: <7D4503BF-8D46-42DE-96EA-CE0333A3D6EE@gmail.com>
Message-ID: <20060217214111.52473.qmail@web33804.mail.mud.yahoo.com>

I just simply followed with yum installation as below.
And because we are students and don't have money to
buy commercial support, do you know where can I find
some good document to configure the installation?

http://wiki.bestpractical.com/index.cgi?RPMInstall
Installation Notes
With yum

RT's three step install procedure:

1) Download the file:
http://campus.fct.unl.pt/paulomatos/rt/repository/3.4.x/rt-3.4.x.repo

2) Copy it to /etc/yum.repos.d/ or

cat rt-3.4.x.repo >> /etc/yum.conf

3) Then type, as 'root':

yum install rt rt-mail-dispatcher

You'll have rt installed in no time... then all you
have to do is configure a few settings as the messages
suggest.

Note: Depending upon which Perl modules you had
installed in the past, you may have to update before
installing via yum. If a whole lot of dependency
errors display when you run yum install, then type the
following:

yum update
yum install rt rt-mail-dispatcher

Without yum

Just download everything to a directory and do:

rpm -Uvh *.rpm

Post Installation Notes

A user pointed me out that he was in such a hurry to
try it out he lost the messages that appeared after
install. He also suggested I created a file with those
messages inside. Meanwhile here they are:

    * rt

cp /etc/rt/RT_Config.pm /etc/rt/RT_SiteConfig.pm 

to generate an editable site config file.

You must now configure RT by editing
/etc/rt/RT_SiteConfig.pm and
/etc/httpd/conf.d/rt.conf.

(You will definitely need to set RT's database
password before continuing.
 Not doing so could be very dangerous)

After that, you need to initialize RT's database by
running

/usr/sbin/rt-setup-database --action init \ 
    --dba root --prompt-for-dba-password

If something goes wrong you can always drop
everything, by executing

/usr/sbin/rt-setup-database --action drop \ 
    --dba root --prompt-for-dba-password

    * rt-mail-dispatcher

You must now configure somethings by editing
/var/rt/home/.procmailrc,
please read
/usr/share/doc/rt-3.4.4/README.mail-dispatcher.

Upgrading Notes

If you are upgrading, take a look at
/usr/share/doc/rt-3.4.4/README, step 7 (the files
are under /etc/rt/upgrade) and
/usr/share/doc/rt-3.4.4/UPGRADING.

To Do / Future directions

    * Integrate RT3StatisticsPackage as a RPM package
and its dependencies;
    * Provide a sample HTTPS configuration and the
dependencies associated (done);
    * Apply patches to solve current known and solved
problems with RT;
    * Update to new RT release when it's out;
    * Support RT on PostgreSQL;

Although there are some interdependencies among this
list there is in no particular order at the moment.


--- Chaim Rieger <chaim.rieger at gmail.com> wrote:

> 
> On Feb 17, 2006, at 1:15 PM, zhou jian wrote:
> 
> > Hello,
> >
> > I used the Yum to install RT correctly, however, I
> > encountered a lot of problem in the configuration
> > stages.
> > Did anyone encounter the following problem?
> >
> > [root at osg-tg2 bin]# ./httpd -k start
> > Syntax error on line 421 of
> > /usr/local/apache2/conf/httpd.conf:
> > Invalid command 'PerlModule', perhaps misspelled
> or
> > defined by a module not included in the server
> > configuration
> >
> >
> > Then I tried to install this PerlModule, however,
> I
> > couldn't do it successfully even with CPAN. Can
> anyone
> > give me a hand?
> 
> 
> is ypu installing rt with mod_perl of *cgi
> 
> are you trying to install mod_perl 1 or 2 ?
> 
> 
> can you post the error log please.
> 
> 
> 
> 

__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From nadeem.shahbaz at prog.awpdc.com  Fri Feb 17 16:43:00 2006
From: nadeem.shahbaz at prog.awpdc.com (Nadeem Shahbaz)
Date: Sat, 18 Feb 2006 02:43:00 +0500
Subject: [rt-users] RT 3.4.5 Setup Issue
In-Reply-To: <d7d1e1ce0602171326o2270d3bat62d0ec9ced39bb40@mail.gmail.com>
References: <d7d1e1ce0602171326o2270d3bat62d0ec9ced39bb40@mail.gmail.com>
Message-ID: <43F64364.1050005@prog.awpdc.com>



Dylan Masson wrote:
> CORE dependencies:
>         Tree::Simple 1.04...MISSING


Quick Solution: Force re-install Perl and then install Tree::Simple

Description:
http://archives.free.net.ph/message/20060120.150350.9edeae80.en.html

~nadeem


From Ray.Walters at kiffanalytical.com  Fri Feb 17 16:33:26 2006
From: Ray.Walters at kiffanalytical.com (Ray Walters)
Date: Fri, 17 Feb 2006 13:33:26 -0800
Subject: [rt-users] RT 3.4.5 Setup Issue
Message-ID: <E707353CEC0C2643A63747BD2BD1FCD2090F2E@server.KiffAnalytical.local>

I had a similar problem install RT onto a Gentoo box where some of the
dependencies were emerged and others installed via CPAN.  I solved it by
finding the "missing" module and creating a symlink to it somewhere that
rt-test-dependencies could find it.

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dylan
Masson
Sent: Friday, February 17, 2006 1:26 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] RT 3.4.5 Setup Issue


   Hey Everyone,
   I'm new to the list, so I apologize if this has already been covered.
I'm building out our new RT 3.4.5 box to replace our existing RT 3.0.x
box. I got past the installation dependencies, and got it installed on
the server, but when I try to run the following: 
 
 ./rt-test-dependencies --install --with-mysql --with-modperl2
 
I get the following output:
-----Begin-----

perl:
        5.8.3...found
users:
        rt group (apache)...found
        bin owner (root)...found
        libs owner (root)...found
        libs group (bin)...found
        web owner (apache)...found 
        web group (apache)...found
MASON dependencies:
CLI dependencies:
DEV dependencies:
MODPERL2 dependencies:
MYSQL dependencies:
MAILGATE dependencies:
CORE dependencies:
        Tree::Simple 1.04...MISSING
CPAN: Storable loaded ok
Going to read /root/.cpan/Metadata
  Database was generated on Thu, 16 Feb 2006 11:16:45 GMT
Tree::Simple is up to date.

SOMETHING WAS MISSING!

-----END-----

I have Tree::Simple 1.16 installed on this server. 

To test if this was just a nuisance error related to the version, I
tried the rt-setup-database script, and it blew up at line 98. Has
anyone seen this before? Any help would be most appreciated.

Thanks in advance!

Dyl


 

 
 
 
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From chaim.rieger at gmail.com  Fri Feb 17 16:50:36 2006
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Fri, 17 Feb 2006 13:50:36 -0800
Subject: [rt-users] Can't install the PerlModule 5.8.3?
In-Reply-To: <20060217214111.52473.qmail@web33804.mail.mud.yahoo.com>
References: <20060217214111.52473.qmail@web33804.mail.mud.yahoo.com>
Message-ID: <546589BF-AA43-42FD-82DD-779DFA57A6CD@gmail.com>

ok lets start over,


are you having instalation questions/issues, or are you asking for  
help in doing a local config (which means its installed properly)

if you are having trouble with the instalation, please post your  
problem,

if you need help with confiiguration please start a new thread.



thanx




From sunzhoujian at yahoo.com  Fri Feb 17 16:57:11 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Fri, 17 Feb 2006 13:57:11 -0800 (PST)
Subject: [rt-users] Can't install the PerlModule 5.8.3?
In-Reply-To: <546589BF-AA43-42FD-82DD-779DFA57A6CD@gmail.com>
Message-ID: <20060217215711.96778.qmail@web33814.mail.mud.yahoo.com>

http://wiki.bestpractical.com/index.cgi?ManualInstallation
SETTING UP THE WEB INTERFACE

RT's web interface is based around HTML::Mason, which
works best with the mod_perl perl interpreter within
Apache httpd. Alternatively, support for the FastCGI
(and plain CGI) interface is also provided as
'bin/mason_handler.fcgi'. Setting up either of these
can be fairly intricate; don't get discouraged if it
takes you some time to get this right. 


Probably I didn't address more background to my
problem. I am setting up the WEB INTERFACE right now.
By your definition, it should be a configuration
problem. I configured like below:

Alias /rt "/opt/rt3/share/html"
PerlModule Apache::DBI
PerlRequire /opt/rt3/bin/webmux.pl
<Directory /opt/rt3/share/html>
  AllowOverride All
  Options ExecCGI FollowSymLinks
  <IfModule mod_access.c>
        Order allow,deny
      Allow from all
  </IfModule>
</Directory>

<Location /rt>
  RewriteEngine On
  RedirectMatch permanent (.*)/$ $1/index.html
  AddDefaultCharset UTF-8
  SetHandler perl-script
  PerlHandler RT::Mason
</Location>

Then I tried to start the httpd server and encountered
the PerlModule problem.

I checked that my rt is installed in directly 
/usr/local/rt
however, my apache server also installed the same
level,
/usr/local/apache
 
[root at osg-tg2 rt]# pwd
/usr/local/rt
[root at osg-tg2 rt]# ls
etc  html  lib  po


I hope that I have given you enough information.
Thanks!

--Paul


--- Chaim Rieger <chaim.rieger at gmail.com> wrote:

> ok lets start over,
> 
> 
> are you having instalation questions/issues, or are
> you asking for  
> help in doing a local config (which means its
> installed properly)
> 
> if you are having trouble with the instalation,
> please post your  
> problem,
> 
> if you need help with confiiguration please start a
> new thread.
> 
> 
> 
> thanx
> 
> 
> 


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From chaim.rieger at gmail.com  Fri Feb 17 17:00:24 2006
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Fri, 17 Feb 2006 14:00:24 -0800
Subject: [rt-users] Can't install the PerlModule 5.8.3?
In-Reply-To: <20060217215711.96778.qmail@web33814.mail.mud.yahoo.com>
References: <20060217215711.96778.qmail@web33814.mail.mud.yahoo.com>
Message-ID: <33EE3E22-F2C8-43F2-B883-FAC822601369@gmail.com>


On Feb 17, 2006, at 1:57 PM, zhou jian wrote:
>
> Probably I didn't address more background to my
> problem. I am setting up the WEB INTERFACE right now.
> By your definition, it should be a configuration
> problem. I configured like below:
>
> Alias /rt "/opt/rt3/share/html"
> PerlModule Apache::DBI
> PerlRequire /opt/rt3/bin/webmux.pl
> <Directory /opt/rt3/share/html>
>   AllowOverride All
>   Options ExecCGI FollowSymLinks
>   <IfModule mod_access.c>
>         Order allow,deny
>       Allow from all
>   </IfModule>
> </Directory>
>
> <Location /rt>
>   RewriteEngine On
>   RedirectMatch permanent (.*)/$ $1/index.html
>   AddDefaultCharset UTF-8
>   SetHandler perl-script
>   PerlHandler RT::Mason
> </Location>
>
> Then I tried to start the httpd server and encountered
> the PerlModule problem.
>
> I checked that my rt is installed in directly
> /usr/local/rt
> however, my apache server also installed the same
> level,
> /usr/local/apache


ok so your rt is installed in /usr/local/rt but in apache you defined  
it as /opt/rt3

please correct,

also can you please post the erros from your error log as well as the  
output of which perl.



thanx




From sunzhoujian at yahoo.com  Fri Feb 17 17:51:10 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Fri, 17 Feb 2006 14:51:10 -0800 (PST)
Subject: [rt-users] What type of resource do you use for installing RT?
Message-ID: <20060217225110.11989.qmail@web33803.mail.mud.yahoo.com>


Thanks.

__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From chaim.rieger at gmail.com  Fri Feb 17 17:56:51 2006
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Fri, 17 Feb 2006 14:56:51 -0800
Subject: [rt-users] Re: What type of resource do you use for installing RT?
In-Reply-To: <20060217225110.11989.qmail@web33803.mail.mud.yahoo.com>
References: <20060217225110.11989.qmail@web33803.mail.mud.yahoo.com>
Message-ID: <755B212D-3ECA-4D74-9333-39C9C7A56EE6@gmail.com>

source, all the way,


i dont knonw how to yum, and i cant quite swallow rpm's very well, in  
the past the bsd ports, gave me stomachaches sometimes as well.
On Feb 17, 2006, at 2:51 PM, zhou jian wrote:

>
> Thanks.
>
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam protection around
> http://mail.yahoo.com



From corey_s at qwest.net  Fri Feb 17 18:00:07 2006
From: corey_s at qwest.net (Corey)
Date: Fri, 17 Feb 2006 16:00:07 -0700
Subject: [rt-users] 'Organisation' stuck as 'example.com' in RT 3.4.5 on
	Gentoo
In-Reply-To: <43F5951A.6080702@appliansys.com>
References: <43F4B8EF.50101@appliansys.com>
	<200602161544.29051.corey_s@qwest.net>
	<43F5951A.6080702@appliansys.com>
Message-ID: <200602171600.07859.corey_s@qwest.net>

On Friday February 17 2006 2:19 am, Matt Robinson wrote:
<snip>
> Corey - your suggestion really helped in finding what was going on. I
> checked the mason_data directories and did as you suggested in my vhost
> location, no joy. I then checked in the central webapp-config repository
> (/usr/share/webapps/rt/3.4.5/hostroot/rt-3.4.5/var/mason_data) and found
> that apache2 was actually using *this* location for the mason cache!
>
> From there I found that it was also using the RT_Config.pm file from
> this location too. Changing this copy of RT_Config.pm, clearing mason
> cache and restarting apache solved my issue.
>

Quite possibly a bug either in the rt ebuild, or in webapp-config.

I recently had run into this very same issue, but figured it was something I 
had done wrong in the install or due to the fact that I had 'ported' the 
3.4.5 ebuild to use the 3.5.7 release of RT.

I'll see if I can reproduce this again using the 3.4.5 ebuild.

The whole point of webapp-config is to ensure that you can have multiple 
separate instances of the app in question running; so if the /usr/share/ base 
is being used rather than the /var/www/ base, then something's definitely 
amiss.



From corey_s at qwest.net  Fri Feb 17 19:43:25 2006
From: corey_s at qwest.net (Corey)
Date: Fri, 17 Feb 2006 17:43:25 -0700
Subject: [rt-users] 'Organisation' stuck as 'example.com' in RT 3.4.5 on
	Gentoo
In-Reply-To: <200602171600.07859.corey_s@qwest.net>
References: <43F4B8EF.50101@appliansys.com> <43F5951A.6080702@appliansys.com>
	<200602171600.07859.corey_s@qwest.net>
Message-ID: <200602171743.25901.corey_s@qwest.net>


Think I found the issue.

cd /usr/share/webapps/rt/3.4.5/hostroot/rt-3.4.5
grep -R webapps


cd /var/www/<vhost>/rt-3.4.5
grep -R webapps


... I'm guessing that even in your /var/www/<vhost>/rt-3.4.5 dir, everything 
is pointing to /usr/share/webapps/rt/3.4.5/hostroot/rt-3.4.5; that stuff 
_should_ be pointing, of course, to  /var/www/<vhost> 

I don't yet know whether this is a bug in the ebuild, or in webapp-config.

I'll check things out a little deeper then send a bug report to the proper 
channels.

In the mean time, you could edit things properly within 
your /var/www/<vhost>/rt-3.4.5 dirs.

Cheers,

Corey

On Friday February 17 2006 4:00 pm, Corey wrote:
> On Friday February 17 2006 2:19 am, Matt Robinson wrote:
> <snip>
>
> > Corey - your suggestion really helped in finding what was going on. I
> > checked the mason_data directories and did as you suggested in my vhost
> > location, no joy. I then checked in the central webapp-config repository
> > (/usr/share/webapps/rt/3.4.5/hostroot/rt-3.4.5/var/mason_data) and found
> > that apache2 was actually using *this* location for the mason cache!
> >
> > From there I found that it was also using the RT_Config.pm file from
> > this location too. Changing this copy of RT_Config.pm, clearing mason
> > cache and restarting apache solved my issue.
>
> Quite possibly a bug either in the rt ebuild, or in webapp-config.
>
> I recently had run into this very same issue, but figured it was something
> I had done wrong in the install or due to the fact that I had 'ported' the
> 3.4.5 ebuild to use the 3.5.7 release of RT.
>
> I'll see if I can reproduce this again using the 3.4.5 ebuild.
>
> The whole point of webapp-config is to ensure that you can have multiple
> separate instances of the app in question running; so if the /usr/share/
> base is being used rather than the /var/www/ base, then something's
> definitely amiss.
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at
> http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at
> http://bestpractical.com/services/training.html


From corey_s at qwest.net  Fri Feb 17 19:49:18 2006
From: corey_s at qwest.net (Corey)
Date: Fri, 17 Feb 2006 17:49:18 -0700
Subject: [rt-users] 'Organisation' stuck as 'example.com' in RT 3.4.5 on
	Gentoo
In-Reply-To: <200602171743.25901.corey_s@qwest.net>
References: <43F4B8EF.50101@appliansys.com>
	<200602171600.07859.corey_s@qwest.net>
	<200602171743.25901.corey_s@qwest.net>
Message-ID: <200602171749.18820.corey_s@qwest.net>

On Friday February 17 2006 5:43 pm, Corey wrote:
<snip>
> cd /usr/share/webapps/rt/3.4.5/hostroot/rt-3.4.5
> grep -R webapps
>
> cd /var/www/<vhost>/rt-3.4.5
> grep -R webapps
>

grep -R webapps *


heh, whoops.




From corey_s at qwest.net  Sat Feb 18 00:07:12 2006
From: corey_s at qwest.net (Corey)
Date: Fri, 17 Feb 2006 22:07:12 -0700
Subject: [rt-users] 'Organisation' stuck as 'example.com' in RT 3.4.5 on
	Gentoo
In-Reply-To: <43F5951A.6080702@appliansys.com>
References: <43F4B8EF.50101@appliansys.com>
	<200602161544.29051.corey_s@qwest.net>
	<43F5951A.6080702@appliansys.com>
Message-ID: <200602172207.12838.corey_s@qwest.net>

On Friday February 17 2006 2:19 am, Matt Robinson wrote:
<snip>
> So now I'm not sure if there is something wrong with the Gentoo ebuild
> of 3.4.5 or if this is somehow a local issue. The vhost/webapp-config
> stuff certainly isn't working correctly on my box.
>

Ok, found the bugger!

Before you run the "webapp-config -I -h myrt -d rt rt 3.4.5" command, as per 
the GentooInstallGuide, first do the following:

PN=rt; PVR=3.4.5; export PN PVR

The problem is in the 'reconfig' script that the rt ebuild provides.  It uses 
two environment variables that aren't actually set when you run the 
webapp-config. Since they're not set, a very crucial bit of final 
processing/configuration gets skipped - which is the cause of the problem
you're seeing:

the 
/var/www/<vhost>/rt-<version>/*/*.pm's
end up with config variables that point to
/usr/share/webapps/rt/<version>/hostroot/rt-<version>/*/*.pm's 

I'll send a patch to the rt ebuild maintainer.

Until then, you can get things working correctly by doing the following:

# remove current (broken) rt instance
webapp-config -C -h <vhost> -d rt rt 3.4.5

# set the env vars that the reconfig script wants
PN=rt; PVR=3.4.5; export PN PVR

# install the new rt instance 
webapp-config -I -h <vhost> -d rt rt 3.4.5

# now create/edit the .../etc/RT_SiteConfig.pm as you would normally,
# remembering to chown to rt:rt.

# you'll of course need to remember to HUP apache


Cheers,

Corey




From corey_s at qwest.net  Sat Feb 18 16:09:46 2006
From: corey_s at qwest.net (Corey)
Date: Sat, 18 Feb 2006 14:09:46 -0700
Subject: [rt-users] rt database w/ multiple instances
Message-ID: <200602181409.46923.corey_s@qwest.net>


Probably an obvious question, but I just want to be certain.

If I have multiple virtual-hosts on a server, should each vhost have it's own 
rt database created, such as 'rt3_<vhost>' - or can they all use the same 
database: 'rt3'?

I get the feeling either way would work, but I'm wondering what the "best 
practice" would be - advice?

If the vhosts in question were wholly separate/non-associated 
domains/users/accounts/whatever, it seems that sharing the same database 
would be a poor choice.


Thanks,

Corey


From bobg at uic.edu  Sat Feb 18 18:03:50 2006
From: bobg at uic.edu (Bob Goldstein)
Date: Sat, 18 Feb 2006 17:03:50 -0600
Subject: [rt-users] rt database w/ multiple instances 
In-Reply-To: Your message of "Sat, 18 Feb 2006 14:09:46 MST."
	<200602181409.46923.corey_s@qwest.net> 
Message-ID: <200602182303.k1IN3oed031960@remora.cc.uic.edu>

>
>Probably an obvious question, but I just want to be certain.
>
>If I have multiple virtual-hosts on a server, should each vhost have it's own 
>rt database created, such as 'rt3_<vhost>' - or can they all use the same 
>database: 'rt3'?
>
>I get the feeling either way would work, but I'm wondering what the "best 
>practice" would be - advice?
>
>If the vhosts in question were wholly separate/non-associated 
>domains/users/accounts/whatever, it seems that sharing the same database 
>would be a poor choice.


   If I understand your question correctly, you MUST
   have separate databases, although you can certainly share the
   same database engine.  The whole point of separate instances
   is so they can be, well, separate.  Use the same database,
   and all your instances will have exactly the same queues,
   tickets, users, and so on.

      bobg


From corey_s at qwest.net  Sat Feb 18 19:43:09 2006
From: corey_s at qwest.net (Corey)
Date: Sat, 18 Feb 2006 17:43:09 -0700
Subject: [rt-users] rt database w/ multiple instances
In-Reply-To: <200602182303.k1IN3oed031960@remora.cc.uic.edu>
References: <200602182303.k1IN3oed031960@remora.cc.uic.edu>
Message-ID: <200602181743.10088.corey_s@qwest.net>

On Saturday February 18 2006 4:03 pm, Bob Goldstein wrote:
> >If I have multiple virtual-hosts on a server, should each vhost have it's
> > own rt database created, such as 'rt3_<vhost>' - or can they all use the
> > same database: 'rt3'?
> >
<snip>
>    If I understand your question correctly, you MUST
>    have separate databases, 
>

Thanks - and uh yeah, you understood my question correctly, as ridiculous as 
it was. 

Due to a rather creative interpretation of the $rtname option, I had got the 
sudden notion that there was a possibility that RT was (somehow) able to 
internally separate different instances within the same database... 


Cheers,

Corey



From todd at chaka.net  Sun Feb 19 13:54:26 2006
From: todd at chaka.net (Todd Chapman)
Date: Sun, 19 Feb 2006 13:54:26 -0500
Subject: [rt-users] rt database w/ multiple instances
In-Reply-To: <200602181743.10088.corey_s@qwest.net>
References: <200602182303.k1IN3oed031960@remora.cc.uic.edu>
	<200602181743.10088.corey_s@qwest.net>
Message-ID: <20060219185426.GP26666@chaka.net>

On Sat, Feb 18, 2006 at 05:43:09PM -0700, Corey wrote:
> On Saturday February 18 2006 4:03 pm, Bob Goldstein wrote:
> > >If I have multiple virtual-hosts on a server, should each vhost have it's
> > > own rt database created, such as 'rt3_<vhost>' - or can they all use the
> > > same database: 'rt3'?
> > >
> <snip>
> >    If I understand your question correctly, you MUST
> >    have separate databases, 
> >
> 
> Thanks - and uh yeah, you understood my question correctly, as ridiculous as 
> it was. 
> 
> Due to a rather creative interpretation of the $rtname option, I had got the 
> sudden notion that there was a possibility that RT was (somehow) able to 
> internally separate different instances within the same database... 

You also need separate RT/perl instances. If you are using mod_perl
you will need to switch to FastCGI.

-Todd


From jesse at bestpractical.com  Sun Feb 19 16:36:00 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: 19 Feb 2006 13:36:00 -0800
Subject: [rt-users] Why does RT crash with RT::Attribute::Name?
Message-ID: <3223200960.86015@www.chatteremail.com>

How's 1.38 working out for you?
-----------------------
Sent with ChatterEmail
True push email for the Treo Smartphone
http://get.chatteremail.com


-----Original Message-----
From: "Nathan, Ahalya" <Ahalya_Nathan at mudnebr.com>
Date: Monday, Feb 13, 2006 4:56 pm
Subject: RE: [rt-users] Why does RT crash with RT::Attribute::Name?

Thanks Jesse. I will check out the archives. Will upgrade to 1.38 and
see if I still have a problem.

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



-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com]Sent: Monday, February 13, 2006 3:49 PM
To: Nathan, Ahalya
Cc: Jesse Vincent; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Why does RT crash with RT::Attribute::Name?




On Mon, Feb 13, 2006 at 03:46:02PM -0600, Nathan, Ahalya wrote:
> Any idea why this is happening since the error says that:
> Scrip Prepare 41 died. - RT::Attribute::Name Unimplemented in
> RT::Attributes. (/usr/local/rt/lib/RT/Attributes_Overlay.pm line 81
>> Is it because, the records are not fetched by the DBIX handle?

There's been extensive discussion of this on rt-users and rt-devel over the past several months. Please have a look through the archives.

>> Ahalya Nathan
> Senior Programmer / Analyst
> Information Technology, Metropolitan Utilities District> (402) 504-7180 phone
> (402) 504-5180 fax
>>>> -----Original Message-----
> From: Jesse Vincent [mailto:jesse at bestpractical.com]> Sent: Monday, February 13, 2006 3:45 PM
> To: Nathan, Ahalya
> Cc: Jesse Vincent; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Why does RT crash with RT::Attribute::Name?
>>>>> On Mon, Feb 13, 2006 at 03:39:37PM -0600, Nathan, Ahalya wrote:
> > Jesse,
> > Do you think that the 1.35 version of DBIx/SearchBuilder caused RT to
> > crash? Do I need to upgrade it?
>> It'd be interesting to know if you still see this issue with 1.38
>> >> > Thanks,
> > Ahalya Nathan
> > Senior Programmer / Analyst
> > Information Technology, Metropolitan Utilities District> > (402) 504-7180 phone
> > (402) 504-5180 fax
> >> >> >> > -----Original Message-----
> > From: rt-users-bounces at lists.bestpractical.com
> > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
Nathan,
> > Ahalya
> > Sent: Monday, February 13, 2006 9:16 AM
> > To: Jesse Vincent
> > Cc: rt-users at lists.bestpractical.com
> > Subject: RE: [rt-users] Why does RT crash with RT::Attribute::Name?
> >> > This is a more detailed description that I got from the log:
> >> > Scrip Prepare 41 died. - RT::Attribute::Name Unimplemented in
> > RT::Attributes. (/usr/local/rt/lib/RT/Attributes_Overlay.pm line 81)
> >> > Stack:
> > > >
>
[/usr/local/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Record.pm:496]
> >   [/usr/local/rt/lib/RT/Attributes_Overlay.pm:81]
> >   [/usr/local/rt/lib/RT/Attributes_Overlay.pm:73]
> >   [/usr/local/rt/lib/RT/Attributes_Overlay.pm:88]
> >   [/usr/local/rt/lib/RT/Attributes_Overlay.pm:119]
> >   [/usr/local/rt/local/lib/RT/Ticket_Overlay.pm:1624]
> >   [/usr/local/rt/lib/RT/Action/SendEmail.pm:563]
> >   [/usr/local/rt/lib/RT/Action/SendEmail.pm:126]
> >   [/usr/local/rt/lib/RT/Action/Notify.pm:65]
> >   [/usr/local/rt/lib/RT/ScripAction_Overlay.pm:233]
> >   [/usr/local/rt/lib/RT/Scrip_Overlay.pm:478]
> >   [/usr/local/rt/lib/RT/Scrips_Overlay.pm:236]
> >   [/usr/local/rt/local/lib/RT/Transaction_Overlay.pm:169]
> >   [/usr/local/rt/lib/RT/Record.pm:1431]
> >   [/usr/local/rt/local/lib/RT/Ticket_Overlay.pm:3052]
> >   [/usr/local/rt/lib/RT/Interface/Web.pm:1096]
> >   [/usr/local/rt/share/html/Ticket/ModifyAll.html:178]
> >   [/usr/local/rt/local/html/autohandler:194]
> >  (/usr/local/rt/lib/RT/Scrip_Overlay.pm:481)
> >> > It says the scrip prepare died, what does that mean?
> >> > Thanks,
> > Ahalya Nathan
> > Senior Programmer / Analyst
> > Information Technology, Metropolitan Utilities District> > (402) 504-7180 phone
> > (402) 504-5180 fax
> >> >> >> > -----Original Message-----
> > From: rt-users-bounces at lists.bestpractical.com
> > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
Nathan,
> > Ahalya
> > Sent: Monday, February 13, 2006 9:05 AM
> > To: Stephen Turner; Jesse Vincent
> > Cc: rt-users at lists.bestpractical.com
> > Subject: RE: [rt-users] Why does RT crash with RT::Attribute::Name?
> >> > Thanks Steve, I found it. Jesse, the version that I am running is
> 1.35.
> >> > Ahalya Nathan
> > Senior Programmer / Analyst
> > Information Technology, Metropolitan Utilities District> > (402) 504-7180 phone
> > (402) 504-5180 fax
> >> >> >> > -----Original Message-----
> > From: Stephen Turner [mailto:sturner at MIT.EDU]> > Sent: Monday, February 13, 2006 9:01 AM
> > To: Nathan, Ahalya; Jesse Vincent
> > Cc: rt-users at lists.bestpractical.com
> > Subject: RE: [rt-users] Why does RT crash with RT::Attribute::Name?
> >> > At Monday 2/13/2006 09:34 AM, Nathan, Ahalya wrote:
> > >How do I find which version I am running?
> >> > If you look in DBIx/SearchBuilder.pm under your perl installation,
the
>> > version is near the top of the file.
> >> > Steve> >> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >> > Download a free sample chapter of RT Essentials from O'Reilly Media at
> > http://rtbook.bestpractical.com
> >> > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston
and
> > San Francisco - Find out more at
> > http://bestpractical.com/services/training.html
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >> > Download a free sample chapter of RT Essentials from O'Reilly Media at
> > http://rtbook.bestpractical.com
> >> > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston
and
> > San Francisco - Find out more at
> > http://bestpractical.com/services/training.html
> >>> -->
--




From lvanderf at internode.com.au  Sun Feb 19 17:47:41 2006
From: lvanderf at internode.com.au (Luke Vanderfluit)
Date: Mon, 20 Feb 2006 09:17:41 +1030
Subject: [rt-users] send email to a few people on ticket create
Message-ID: <43F8F58D.3010607@internode.com.au>

Hi.

In one queue I need to send an email to 2 people, only when a ticket is 
created.

They shouldn't receive emails on correspond or on comment.

So I think I should write a custom scrip for that queue, right?

Any tips would be appreciated.

Thanks.
Kind regards.

-- 
Luke



From bruno at marmier.net  Sun Feb 19 14:28:41 2006
From: bruno at marmier.net (Bruno Marmier)
Date: Sun, 19 Feb 2006 14:28:41 -0500
Subject: [rt-users] command line interface: rt merge issue
Message-ID: <43F8C6E9.2040705@marmier.net>

Hello everybody

I am using RT 3.4.5 and I am trying to use the command line interface to 
merge two ticket:

For example:
rt merge 120 345
the result is:
Ticket merge does not exist

If somebody knows how to merge ticket with the CLI, I would appreciate 
the help.
Best regards
Bruno


From lwang at clusterfs.com  Sun Feb 19 22:40:28 2006
From: lwang at clusterfs.com (lwang)
Date: Mon, 20 Feb 2006 11:40:28 +0800
Subject: [rt-users] Convert Bugzilla to RT
In-Reply-To: <5E47282BEBB9CE4D9D2FF205A1E0BB88018467F9@bleriot.easa.local>
References: <5E47282BEBB9CE4D9D2FF205A1E0BB88018467F9@bleriot.easa.local>
Message-ID: <43F93A2C.3090705@clusterfs.com>

Hi,
The attachment is a well tested tool to convert bugzilla to RT.

Enjoy it :)

- Wang

Goddard Lee wrote:
> Ah, that looks like it will be very useful to me in the future.
> 
> Any chance of someone at BP putting on the FTP server?
> 
> Thanks
> lee

-------------- next part --------------
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From kruz at chariot.net.au  Sun Feb 19 23:07:33 2006
From: kruz at chariot.net.au (Tim)
Date: Mon, 20 Feb 2006 14:37:33 +1030
Subject: [rt-users] RT 3.4.5 slow loading/large query for RT: At a Glance
	page
Message-ID: <43F94085.8060808@chariot.net.au>

Hi All,

I was recently tasked with upgrading RT from 3.0.11 to 3.4.5 for my 
company, basicaly we use RT to handle all incoming requests from 
customers as well as internal requests between branches, so the database 
is very large 650k + tickets from a large number of individual users - 
pretty much anyone that emails the company on the specified support 
address.

We have a front end box with SearchBuilder 1.38, Apache 2.0.54, mod_perl 
2,RT 3.4.5 (p4 2.8 ghz 1.5 gig ram) and a backend box, running the mysql 
RT database Fedora Core 4, Mysql 4.1.16 (p4 3 ghz 4 gig ram 10k rpm WD 
raptor drive. The upgrade process was all very smooth ( I dumped the old 
DB - transferred it to the new server, configured the appropriate my.cnf 
settings, imported the database and then ran the schema upgrades) and in 
initial testing everything seemed fine, however when all the support 
staff started logging on this particular query grinds the server to a 
halt by maxing out the CPU on the rt-sql server.

The offending query is:

SELECT DISTINCT main.* FROM (((Tickets main  JOIN Groups Groups_1  ON ( 
Groups_1.Instance = main.id))  LEFT JOIN CachedGroupMembers 
CachedGroupMembers_2  ON ( CachedGroupMembers_2.GroupId = Groups_1.id) 
AND( (CachedGroupMembers_2.GroupId != CachedGroupMembers_2.MemberId)))  
LEFT JOIN Users Users_3  ON ( Users_3.id = 
CachedGroupMembers_2.MemberId))   WHERE ((Groups_1.Domain = 
'RT::Ticket-Role')) AND ((Groups_1.Type = 'Requestor')) AND 
((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND 
((main.Type = 'ticket')) AND ( ( (main.Status = 'new')OR(main.Status = 
'open')OR(main.Status = 'stalled') ) AND ( (Users_3.EmailAddress = 
'blah at blah.com.au') ) )

When this is run by multiple people logging on to RT (seems to be run 
when loading the Rt:At a glance page) the CPU hits 99.9 percent and just 
grinds away until it can eventually complete the query. 3~5 minutes later

With maybe 5 people using RT it takes roughly 3 minutes to run that 
query get the more people logging on symaltaneously the worse it gets. 
At present we are looking at running shredder on the database and nuking 
tickets over 2 years old and their associated users Although the same 
database was being used with 3.0.11 (prior to upgrading schema etc) and 
it did not seem to suffer from the same problem. It was just generally 
slow overall. Hence the reason for upgrading in the first place.

If anyone has any suggestions or if there is any more info that is 
needed to help determine the problem im more than happy to help out =]

Cheers

Tim


From jesse at bestpractical.com  Sun Feb 19 23:14:06 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 19 Feb 2006 23:14:06 -0500
Subject: [rt-users] RT 3.4.5 slow loading/large query for RT: At a Glance
	page
In-Reply-To: <43F94085.8060808@chariot.net.au>
References: <43F94085.8060808@chariot.net.au>
Message-ID: <20060220041406.GA31943@bestpractical.com>




On Mon, Feb 20, 2006 at 02:37:33PM +1030, Tim wrote:
> Hi All,
> 
> I was recently tasked with upgrading RT from 3.0.11 to 3.4.5 for my 
> company, basicaly we use RT to handle all incoming requests from 
> customers as well as internal requests between branches, so the database 
> is very large 650k + tickets from a large number of individual users - 
> pretty much anyone that emails the company on the specified support 
> address.
> 
> We have a front end box with SearchBuilder 1.38, Apache 2.0.54, mod_perl 
> 2,RT 3.4.5 (p4 2.8 ghz 1.5 gig ram) and a backend box, running the mysql 
> RT database Fedora Core 4, Mysql 4.1.16 (p4 3 ghz 4 gig ram 10k rpm WD 
> raptor drive. The upgrade process was all very smooth ( I dumped the old 
> DB - transferred it to the new server, configured the appropriate my.cnf 
> settings, imported the database and then ran the schema upgrades) and in 
> initial testing everything seemed fine, however when all the support 
> staff started logging on this particular query grinds the server to a 
> halt by maxing out the CPU on the rt-sql server.
>

Can you tell us how you've tuned and optimized your mysql instance?


From futurahost at futurahost.com  Mon Feb 20 03:39:19 2006
From: futurahost at futurahost.com (Pablo Povarchik - FuturaHost.Com)
Date: Mon, 20 Feb 2006 09:39:19 +0100
Subject: [rt-users] marging tickets
In-Reply-To: <1139354512.28382.219.camel@zodiac.pdi.com>
References: <20060207170005.216C94D820F@diesel.bestpractical.com>
	<1139353815.3527.101.camel@notebook.futurahostdns.com>
	<1139354512.28382.219.camel@zodiac.pdi.com>
Message-ID: <1140424760.3591.0.camel@notebook.futurahostdns.com>


	Hello

> > 	Merged ticket 134 into 411, and now i also need to merge ticket 2917
> > into 411, but when trying i get "Merge failed. Couldn't set Status"
> > 
> > 	Any clues?
> 
> Try merging to 134; I'm betting that's what the original merge created.

	That worked.

Thanks

> 
> You can check this by seeing which ticket
> http://your.rt.server/Ticket/Display.html?id=411 shows you.
> 
> Cheers!
> 
> --j
-- 
Pablo Povarchik de Carrasquedo

Quality Colocation and Dedicated Servers services
Colocation facilities include Fremont California, 
London UK and Trento Italy

+------- FuturaHost.Com - Industrial & Business Class ISP --------+
|          Web Hosting - Dedicated Servers - Colocation
| info at futurahost.com - http://futurahost.com/ - (+39) 0461 592710
| Get a high quality full cabinet with 5Mbps full burst included
|        for only ?700/month, availability also in London
+-----------------------------------------------------------------+



From tomas.olaj at usit.uio.no  Mon Feb 20 07:22:16 2006
From: tomas.olaj at usit.uio.no (Tomas Olaj)
Date: Mon, 20 Feb 2006 13:22:16 +0100 (CET)
Subject: [rt-users] Wrong DBIx::SearchBuilder version?
Message-ID: <Pine.LNX.4.63-L.0602201318510.2981@attila.uio.no>


Running 3.4.2 in production, and DBIx::SearchBuilder 1.39

Got the following error when managing searches:

error:   	RT::Attribute::Name Unimplemented in RT::Attributes. 
(/site/rt-3.4.2/lib/RT/Attributes_Overlay.pm line 79)
context:
...
492:  	else {
493:  	my ( $package, $filename, $line );
494:  	( $package, $filename, $line ) = caller;
495:
496:  	die "$AUTOLOAD Unimplemented in $package. ($filename line $line) 
\n";
497:  	}
498:
499:  	}
500:
...
code stack: 
/site/perl-5.8.6/lib/site_perl/5.8.6/DBIx/SearchBuilder/Record.pm:496
/site/rt-3.4.2/lib/RT/Attributes_Overlay.pm:79
/site/rt-3.4.2/lib/RT/Attributes_Overlay.pm:71
/site/rt-3.4.2/lib/RT/Attributes_Overlay.pm:86
/site/rt-3.4.2/lib/RT/Attributes_Overlay.pm:117
/site/rt-3.4.2/share/html/Search/Elements/SelectSearchesForObjects:58
/site/rt-3.4.2/share/html/Search/Elements/EditSearches:75
/site/rt-3.4.2/share/html/Search/Build.html:79
/site/rt-3.4.2/share/html/autohandler:215
raw error
RT::Attribute::Name Unimplemented in RT::Attributes. 
(/site/rt-3.4.2/lib/RT/Attributes_Overlay.pm line 79)


Trace begun at 
/site/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Exceptions.pm line 131
HTML::Mason::Exceptions::rethrow_exception('RT::Attribute::Name 
Unimplemented in RT::Attributes. 
(/site/rt-3.4.2/lib/RT/Attributes_Overlay.pm line 79) ^J') called at 
/site/perl-5.8.6/lib/site_perl/5.8.6/DBIx/SearchBuilder/Record.pm line 496
DBIx::SearchBuilder::Record::AUTOLOAD('RT::Attribute=HASH(0xacd832c)') 
called at /site/rt-3.4.2/lib/RT/Attributes_Overlay.pm line 79
RT::Attributes::_BuildAccessTable('RT::Attributes=HASH(0xacd7634)') called 
at /site/rt-3.4.2/lib/RT/Attributes_Overlay.pm line 71
RT::Attributes::_DoSearch('RT::Attributes=HASH(0xacd7634)') called at 
/site/rt-3.4.2/lib/RT/Attributes_Overlay.pm line 86
RT::Attributes::_AttrHash('RT::Attributes=HASH(0xacd7634)') called at 
/site/rt-3.4.2/lib/RT/Attributes_Overlay.pm line 117
RT::Attributes::Named('RT::Attributes=HASH(0xacd7634)', 'SavedSearch') 
called at 
/site/rt-3.4.2/share/html/Search/Elements/SelectSearchesForObjects line 58
HTML::Mason::Commands::__ANON__('Name', 'LoadSavedSearch', 'Objects', 
'ARRAY(0xacd1094)') called at 
/site/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Component.pm line 136
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xacd76ac)', 
'Name', 'LoadSavedSearch', 'Objects', 'ARRAY(0xacd1094)') called at 
/site/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Request.pm line 1074
eval {...} at /site/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Request.pm 
line 1068
HTML::Mason::Request::comp(undef, undef, 'Name', 'LoadSavedSearch', 
'Objects', 'ARRAY(0xacd1094)') called at 
/site/rt-3.4.2/share/html/Search/Elements/EditSearches line 75
HTML::Mason::Commands::__ANON__('CurrentSearch', 'HASH(0xa9e0528)', 
'Dirty', 1, 'SearchId', 'RT::User-158-SavedSearch-1135') called at 
/site/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Component.pm line 136
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xacd3178)', 
'CurrentSearch', 'HASH(0xa9e0528)', 'Dirty', 1, 'SearchId', 
'RT::User-158-SavedSearch-1135') called at 
/site/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Request.pm line 1074
eval {...} at /site/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Request.pm 
line 1068
HTML::Mason::Request::comp(undef, undef, 'CurrentSearch', 
'HASH(0xa9e0528)', 'Dirty', 1, 'SearchId', 
'RT::User-158-SavedSearch-1135') called at 
/site/rt-3.4.2/share/html/Search/Build.html line 79
HTML::Mason::Commands::__ANON__('WatcherGroupField', '', 
'ValueOfWatcherGroup', '', 'ActorOp', '=', 'AndOr', 'AND', 'ValueOfActor', 
'', 'WatcherOp', 'LIKE', 'Format', '\'   <b><a 
href="/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#\',^M^J\'<b><a 
href="/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject\',^M^J\'__Status__\',^M^J\'__QueueName__\',^M^J\'__OwnerName__\',^M^J\'__Priority__\',^M^J\'__NEWLINE__\',^M^J\'\',^M^J\'<small>__Requestors__</small>\',^M^J\'<small>__CreatedRelative__</small>\',^M^J\'<small>__ToldRelative__</small>\',^M^J\'<small>__LastUpdatedRelative__</small>\',^M^J\'<small>__TimeLeft__</small>\'', 
'PriorityOp', '<', 'LinksOp', '=', 'idOp', '<', 'SearchId', 
'RT::User-158-SavedSearch-1135', 'ActorField', 'Owner', 'Size', '', 
'PriorityField', 'Priority', 'AddClause', 'Add', 'LinksField', 
'HasMember', 'ValueOfStatus', '', 'ValueOfPriority', '', 'ValueOfLinks', 
'', 'Query', '', 'ValueOfTime', '', 'WatcherGroupOp', '=', 'AttachmentOp', 
'LIKE', 'ValueOfDate', '', 'TimeOp', '<', 'QueueOp', '=', 'Title', '', 
'Order', 'ASC', 'AttachmentField', 'Subject', 'Face', '', 'Link', 'None', 
'StatusOp', '=', 'TimeField', 'TimeWorked', 'DateField', 'Created', 
'RowsPerPage', 50, 'ValueOfQueue', 'oracle-drift', 'ValueOfid', '', 
'WatcherField', 'Requestor.EmailAddress', 'LoadSavedSearch', '', 
'ValueOfWatcher', '', 'DateOp', '<', 'ValueOfAttachment', 'test', 
'Description', 'test', 'OrderBy', 'id', 'WatcherGroupField', '', 
'ValueOfWatcherGroup', '', 'ActorOp', '=', 'AndOr', 'AND', 'ValueOfActor', 
'', 'WatcherOp', 'LIKE', 'Format', '\'   <b><a 
href="/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#\',^M^J\'<b><a 
href="/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject\',^M^J\'__Status__\',^M^J\'__QueueName__\',^M^J\'__OwnerName__\',^M^J\'__Priority__\',^M^J\'__NEWLINE__\',^M^J\'\',^M^J\'<small>__Requestors__</small>\',^M^J\'<small>__CreatedRelative__</small>\',^M^J\'<small>__ToldRelative__</small>\',^M^J\'<small>__LastUpdatedRelative__</small>\',^M^J\'<small>__TimeLeft__</small>\'', 
'PriorityOp', '<', 'LinksOp', '=', 'idOp', '<', 'SearchId', 
'RT::User-158-SavedSearch-1135', 'ActorField', 'Owner', 'Size', '', 
'PriorityField', 'Priority', 'AddClause', 'Add', 'ValueOfStatus', '', 
'LinksField', 'HasMember', 'ValueOfPriority', '', 'ValueOfLinks', '', 
'Query', '', 'ValueOfTime', '', 'WatcherGroupOp', '=', 'AttachmentOp', 
'LIKE', 'ValueOfDate', '', 'TimeOp', '<', 'QueueOp', '=', 'Title', '', 
'Order', 'ASC', 'AttachmentField', 'Subject', 'Face', '', 'Link', 'None', 
'StatusOp', '=', 'TimeField', 'TimeWorked', 'DateField', 'Created', 
'RowsPerPage', 50, 'ValueOfQueue', 'oracle-drift', 'ValueOfid', '', 
'WatcherField', 'Requestor.EmailAddress', 'LoadSavedSearch', '', 
'ValueOfWatcher', '', 'DateOp', '<', 'ValueOfAttachment', 'test', 
'Description', 'test', 'OrderBy', 'id') called at 
/site/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Component.pm line 136
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa9cc240)', 
'WatcherGroupField', '', 'ValueOfWatcherGroup', '', 'ActorOp', '=', 
'AndOr', 'AND', 'ValueOfActor', '', 'WatcherOp', 'LIKE', 'Format', '\' 
<b><a 
href="/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#\',^M^J\'<b><a 
href="/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject\',^M^J\'__Status__\',^M^J\'__QueueName__\',^M^J\'__OwnerName__\',^M^J\'__Priority__\',^M^J\'__NEWLINE__\',^M^J\'\',^M^J\'<small>__Requestors__</small>\',^M^J\'<small>__CreatedRelative__</small>\',^M^J\'<small>__ToldRelative__</small>\',^M^J\'<small>__LastUpdatedRelative__</small>\',^M^J\'<small>__TimeLeft__</small>\'', 
'PriorityOp', '<', 'LinksOp', '=', 'idOp', '<', 'SearchId', 
'RT::User-158-SavedSearch-1135', 'ActorField', 'Owner', 'Size', '', 
'PriorityField', 'Priority', 'AddClause', 'Add', 'LinksField', 
'HasMember', 'ValueOfStatus', '', 'ValueOfPriority', '', 'ValueOfLinks', 
'', 'Query', '', 'ValueOfTime', '', 'WatcherGroupOp', '=', 'AttachmentOp', 
'LIKE', 'ValueOfDate', '', 'TimeOp', '<', 'QueueOp', '=', 'Title', '', 
'Order', 'ASC', 'AttachmentField', 'Subject', 'Face', '', 'Link', 'None', 
'StatusOp', '=', 'TimeField', 'TimeWorked', 'DateField', 'Created', 
'RowsPerPage', 50, 'ValueOfQueue', 'oracle-drift', 'ValueOfid', '', 
'WatcherField', 'Requestor.EmailAddress', 'LoadSavedSearch', '', 
'ValueOfWatcher', '', 'DateOp', '<', 'ValueOfAttachment', 'test', 
'Description', 'test', 'OrderBy', 'id', 'WatcherGroupField', '', 
'ValueOfWatcherGroup', '', 'ActorOp', '=', 'AndOr', 'AND', 'ValueOfActor', 
'', 'WatcherOp', 'LIKE', 'Format', '\'   <b><a 
href="/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#\',^M^J\'<b><a 
href="/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject\',^M^J\'__Status__\',^M^J\'__QueueName__\',^M^J\'__OwnerName__\',^M^J\'__Priority__\',^M^J\'__NEWLINE__\',^M^J\'\',^M^J\'<small>__Requestors__</small>\',^M^J\'<small>__CreatedRelative__</small>\',^M^J\'<small>__ToldRelative__</small>\',^M^J\'<small>__LastUpdatedRelative__</small>\',^M^J\'<small>__TimeLeft__</small>\'', 
'PriorityOp', '<', 'LinksOp', '=', 'idOp', '<', 'SearchId', 
'RT::User-158-SavedSearch-1135', 'ActorField', 'Owner', 'Size', '', 
'PriorityField', 'Priority', 'AddClause', 'Add', 'ValueOfStatus', '', 
'LinksField', 'HasMember', 'ValueOfPriority', '', 'ValueOfLinks', '', 
'Query', '', 'ValueOfTime', '', 'WatcherGroupOp', '=', 'AttachmentOp', 
'LIKE', 'ValueOfDate', '', 'TimeOp', '<', 'QueueOp', '=', 'Title', '', 
'Order', 'ASC', 'AttachmentField', 'Subject', 'Face', '', 'Link', 'None', 
'StatusOp', '=', 'TimeField', 'TimeWorked', 'DateField', 'Created', 
'RowsPerPage', 50, 'ValueOfQueue', 'oracle-drift', 'ValueOfid', '', 
'WatcherField', 'Requestor.EmailAddress', 'LoadSavedSearch', '', 
'ValueOfWatcher', '', 'DateOp', '<', 'ValueOfAttachment', 'test', 
'Description', 'test', 'OrderBy', 'id') called at 
/site/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Request.pm line 1074
eval {...} at /site/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Request.pm 
line 1068
HTML::Mason::Request::comp(undef, undef, 'WatcherGroupField', '', 
'ValueOfWatcherGroup', '', 'ActorOp', '=', 'AndOr', 'AND', 'ValueOfActor', 
'', 'WatcherOp', 'LIKE', 'Format', '\'   <b><a 
href="/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#\',^M^J\'<b><a 
href="/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject\',^M^J\'__Status__\',^M^J\'__QueueName__\',^M^J\'__OwnerName__\',^M^J\'__Priority__\',^M^J\'__NEWLINE__\',^M^J\'\',^M^J\'<small>__Requestors__</small>\',^M^J\'<small>__CreatedRelative__</small>\',^M^J\'<small>__ToldRelative__</small>\',^M^J\'<small>__LastUpdatedRelative__</small>\',^M^J\'<small>__TimeLeft__</small>\'', 
'PriorityOp', '<', 'LinksOp', '=', 'idOp', '<', 'SearchId', 
'RT::User-158-SavedSearch-1135', 'ActorField', 'Owner', 'Size', '', 
'PriorityField', 'Priority', 'AddClause', 'Add', 'LinksField', 
'HasMember', 'ValueOfStatus', '', 'ValueOfPriority', '', 'ValueOfLinks', 
'', 'Query', '', 'ValueOfTime', '', 'WatcherGroupOp', '=', 'AttachmentOp', 
'LIKE', 'ValueOfDate', '', 'TimeOp', '<', 'QueueOp', '=', 'Title', '', 
'Order', 'ASC', 'AttachmentField', 'Subject', 'Face', '', 'Link', 'None', 
'StatusOp', '=', 'TimeField', 'TimeWorked', 'DateField', 'Created', 
'RowsPerPage', 50, 'ValueOfQueue', 'oracle-drift', 'ValueOfid', '', 
'WatcherField', 'Requestor.EmailAddress', 'LoadSavedSearch', '', 
'ValueOfWatcher', '', 'DateOp', '<', 'ValueOfAttachment', 'test', 
'Description', 'test', 'OrderBy', 'id', 'WatcherGroupField', '', 
'ValueOfWatcherGroup', '', 'ActorOp', '=', 'AndOr', 'AND', 'ValueOfActor', 
'', 'WatcherOp', 'LIKE', 'Format', '\'   <b><a 
href="/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#\',^M^J\'<b><a 
href="/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject\',^M^J\'__Status__\',^M^J\'__QueueName__\',^M^J\'__OwnerName__\',^M^J\'__Priority__\',^M^J\'__NEWLINE__\',^M^J\'\',^M^J\'<small>__Requestors__</small>\',^M^J\'<small>__CreatedRelative__</small>\',^M^J\'<small>__ToldRelative__</small>\',^M^J\'<small>__LastUpdatedRelative__</small>\',^M^J\'<small>__TimeLeft__</small>\'', 
'PriorityOp', '<', 'LinksOp', '=', 'idOp', '<', 'SearchId', 
'RT::User-158-SavedSearch-1135', 'ActorField', 'Owner', 'Size', '', 
'PriorityField', 'Priority', 'AddClause', 'Add', 'ValueOfStatus', '', 
'LinksField', 'HasMember', 'ValueOfPriority', '', 'ValueOfLinks', '', 
'Query', '', 'ValueOfTime', '', 'WatcherGroupOp', '=', 'AttachmentOp', 
'LIKE', 'ValueOfDate', '', 'TimeOp', '<', 'QueueOp', '=', 'Title', '', 
'Order', 'ASC', 'AttachmentField', 'Subject', 'Face', '', 'Link', 'None', 
'StatusOp', '=', 'TimeField', 'TimeWorked', 'DateField', 'Created', 
'RowsPerPage', 50, 'ValueOfQueue', 'oracle-drift', 'ValueOfid', '', 
'WatcherField', 'Requestor.EmailAddress', 'LoadSavedSearch', '', 
'ValueOfWatcher', '', 'DateOp', '<', 'ValueOfAttachment', 'test', 
'Description', 'test', 'OrderBy', 'id') called at 
/site/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Request.pm line 760
HTML::Mason::Request::call_next('HTML::Mason::Request::CGI=HASH(0x9fef630)', 
'WatcherGroupField', '', 'ValueOfWatcherGroup', '', 'ActorOp', '=', 
'AndOr', 'AND', 'ValueOfActor', '', 'WatcherOp', 'LIKE', 'Format', '\' 
<b><a 
href="/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#\',^M^J\'<b><a 
href="/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject\',^M^J\'__Status__\',^M^J\'__QueueName__\',^M^J\'__OwnerName__\',^M^J\'__Priority__\',^M^J\'__NEWLINE__\',^M^J\'\',^M^J\'<small>__Requestors__</small>\',^M^J\'<small>__CreatedRelative__</small>\',^M^J\'<small>__ToldRelative__</small>\',^M^J\'<small>__LastUpdatedRelative__</small>\',^M^J\'<small>__TimeLeft__</small>\'', 
'PriorityOp', '<', 'LinksOp', '=', 'idOp', '<', 'SearchId', 
'RT::User-158-SavedSearch-1135', 'ActorField', 'Owner', 'Size', '', 
'PriorityField', 'Priority', 'AddClause', 'Add', 'ValueOfStatus', '', 
'LinksField', 'HasMember', 'ValueOfPriority', '', 'ValueOfLinks', '', 
'Query', '', 'ValueOfTime', '', 'WatcherGroupOp', '=', 'AttachmentOp', 
'LIKE', 'ValueOfDate', '', 'TimeOp', '<', 'QueueOp', '=', 'Title', '', 
'Order', 'ASC', 'AttachmentField', 'Subject', 'Face', '', 'Link', 'None', 
'StatusOp', '=', 'TimeField', 'TimeWorked', 'DateField', 'Created', 
'RowsPerPage', 50, 'ValueOfQueue', 'oracle-drift', 'ValueOfid', '', 
'WatcherField', 'Requestor.EmailAddress', 'LoadSavedSearch', '', 
'ValueOfWatcher', '', 'DateOp', '<', 'ValueOfAttachment', 'test', 
'Description', 'test', 'OrderBy', 'id') called at 
/site/rt-3.4.2/share/html/autohandler line 215
HTML::Mason::Commands::__ANON__('WatcherGroupField', '', 
'ValueOfWatcherGroup', '', 'ActorOp', '=', 'AndOr', 'AND', 'ValueOfActor', 
'', 'WatcherOp', 'LIKE', 'Format', '\'   <b><a 
href="/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#\',^M^J\'<b><a 
href="/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject\',^M^J\'__Status__\',^M^J\'__QueueName__\',^M^J\'__OwnerName__\',^M^J\'__Priority__\',^M^J\'__NEWLINE__\',^M^J\'\',^M^J\'<small>__Requestors__</small>\',^M^J\'<small>__CreatedRelative__</small>\',^M^J\'<small>__ToldRelative__</small>\',^M^J\'<small>__LastUpdatedRelative__</small>\',^M^J\'<small>__TimeLeft__</small>\'', 
'PriorityOp', '<', 'LinksOp', '=', 'idOp', '<', 'SearchId', 
'RT::User-158-SavedSearch-1135', 'ActorField', 'Owner', 'Size', '', 
'PriorityField', 'Priority', 'AddClause', 'Add', 'LinksField', 
'HasMember', 'ValueOfStatus', '', 'ValueOfPriority', '', 'ValueOfLinks', 
'', 'Query', '', 'ValueOfTime', '', 'WatcherGroupOp', '=', 'AttachmentOp', 
'LIKE', 'ValueOfDate', '', 'TimeOp', '<', 'QueueOp', '=', 'Title', '', 
'Order', 'ASC', 'AttachmentField', 'Subject', 'Face', '', 'Link', 'None', 
'StatusOp', '=', 'TimeField', 'TimeWorked', 'DateField', 'Created', 
'RowsPerPage', 50, 'ValueOfQueue', 'oracle-drift', 'ValueOfid', '', 
'WatcherField', 'Requestor.EmailAddress', 'LoadSavedSearch', '', 
'ValueOfWatcher', '', 'DateOp', '<', 'ValueOfAttachment', 'test', 
'Description', 'test', 'OrderBy', 'id') called at 
/site/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Component.pm line 136
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9ff3c8c)', 
'WatcherGroupField', '', 'ValueOfWatcherGroup', '', 'ActorOp', '=', 
'AndOr', 'AND', 'ValueOfActor', '', 'WatcherOp', 'LIKE', 'Format', '\' 
<b><a 
href="/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#\',^M^J\'<b><a 
href="/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject\',^M^J\'__Status__\',^M^J\'__QueueName__\',^M^J\'__OwnerName__\',^M^J\'__Priority__\',^M^J\'__NEWLINE__\',^M^J\'\',^M^J\'<small>__Requestors__</small>\',^M^J\'<small>__CreatedRelative__</small>\',^M^J\'<small>__ToldRelative__</small>\',^M^J\'<small>__LastUpdatedRelative__</small>\',^M^J\'<small>__TimeLeft__</small>\'', 
'PriorityOp', '<', 'LinksOp', '=', 'idOp', '<', 'SearchId', 
'RT::User-158-SavedSearch-1135', 'ActorField', 'Owner', 'Size', '', 
'PriorityField', 'Priority', 'AddClause', 'Add', 'LinksField', 
'HasMember', 'ValueOfStatus', '', 'ValueOfPriority', '', 'ValueOfLinks', 
'', 'Query', '', 'ValueOfTime', '', 'WatcherGroupOp', '=', 'AttachmentOp', 
'LIKE', 'ValueOfDate', '', 'TimeOp', '<', 'QueueOp', '=', 'Title', '', 
'Order', 'ASC', 'AttachmentField', 'Subject', 'Face', '', 'Link', 'None', 
'StatusOp', '=', 'TimeField', 'TimeWorked', 'DateField', 'Created', 
'RowsPerPage', 50, 'ValueOfQueue', 'oracle-drift', 'ValueOfid', '', 
'WatcherField', 'Requestor.EmailAddress', 'LoadSavedSearch', '', 
'ValueOfWatcher', '', 'DateOp', '<', 'ValueOfAttachment', 'test', 
'Description', 'test', 'OrderBy', 'id') called at 
/site/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Request.pm line 1069
eval {...} at /site/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Request.pm 
line 1068
HTML::Mason::Request::comp(undef, undef, undef, 'WatcherGroupField', '', 
'ValueOfWatcherGroup', '', 'ActorOp', '=', 'AndOr', 'AND', 'ValueOfActor', 
'', 'WatcherOp', 'LIKE', 'Format', '\'   <b><a 
href="/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#\',^M^J\'<b><a 
href="/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject\',^M^J\'__Status__\',^M^J\'__QueueName__\',^M^J\'__OwnerName__\',^M^J\'__Priority__\',^M^J\'__NEWLINE__\',^M^J\'\',^M^J\'<small>__Requestors__</small>\',^M^J\'<small>__CreatedRelative__</small>\',^M^J\'<small>__ToldRelative__</small>\',^M^J\'<small>__LastUpdatedRelative__</small>\',^M^J\'<small>__TimeLeft__</small>\'', 
'PriorityOp', '<', 'LinksOp', '=', 'idOp', '<', 'SearchId', 
'RT::User-158-SavedSearch-1135', 'ActorField', 'Owner', 'Size', '', 
'PriorityField', 'Priority', 'AddClause', 'Add', 'LinksField', 
'HasMember', 'ValueOfStatus', '', 'ValueOfPriority', '', 'ValueOfLinks', 
'', 'Query', '', 'ValueOfTime', '', 'WatcherGroupOp', '=', 'AttachmentOp', 
'LIKE', 'ValueOfDate', '', 'TimeOp', '<', 'QueueOp', '=', 'Title', '', 
'Order', 'ASC', 'AttachmentField', 'Subject', 'Face', '', 'Link', 'None', 
'StatusOp', '=', 'TimeField', 'TimeWorked', 'DateField', 'Created', 
'RowsPerPage', 50, 'ValueOfQueue', 'oracle-drift', 'ValueOfid', '', 
'WatcherField', 'Requestor.EmailAddress', 'LoadSavedSearch', '', 
'ValueOfWatcher', '', 'DateOp', '<', 'ValueOfAttachment', 'test', 
'Description', 'test', 'OrderBy', 'id') called at 
/site/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Request.pm line 338
eval {...} at /site/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Request.pm 
line 338
eval {...} at /site/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Request.pm 
line 297
HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0x9fef630)') 
called at /site/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/CGIHandler.pm 
line 197
eval {...} at 
/site/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/CGIHandler.pm line 197
HTML::Mason::Request::CGI::exec('HTML::Mason::Request::CGI=HASH(0x9fef630)') 
called at /site/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Interp.pm line 
216
HTML::Mason::Interp::exec(undef, undef, 'WatcherGroupField', '', 
'ValueOfWatcherGroup', '', 'ActorOp', '=', 'AndOr', 'AND', 'ValueOfActor', 
'', 'WatcherOp', 'LIKE', 'Format', '\'   <b><a 
href="/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#\',^M^J\'<b><a 
href="/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject\',^M^J\'__Status__\',^M^J\'__QueueName__\',^M^J\'__OwnerName__\',^M^J\'__Priority__\',^M^J\'__NEWLINE__\',^M^J\'\',^M^J\'<small>__Requestors__</small>\',^M^J\'<small>__CreatedRelative__</small>\',^M^J\'<small>__ToldRelative__</small>\',^M^J\'<small>__LastUpdatedRelative__</small>\',^M^J\'<small>__TimeLeft__</small>\'', 
'PriorityOp', '<', 'LinksOp', '=', 'idOp', '<', 'SearchId', 
'RT::User-158-SavedSearch-1135', 'ActorField', 'Owner', 'Size', '', 
'PriorityField', 'Priority', 'AddClause', 'Add', 'LinksField', 
'HasMember', 'ValueOfStatus', '', 'ValueOfPriority', '', 'ValueOfLinks', 
'', 'Query', '', 'ValueOfTime', '', 'WatcherGroupOp', '=', 'AttachmentOp', 
'LIKE', 'ValueOfDate', '', 'TimeOp', '<', 'QueueOp', '=', 'Title', '', 
'Order', 'ASC', 'AttachmentField', 'Subject', 'Face', '', 'Link', 'None', 
'StatusOp', '=', 'TimeField', 'TimeWorked', 'DateField', 'Created', 
'RowsPerPage', 50, 'ValueOfQueue', 'oracle-drift', 'ValueOfid', '', 
'WatcherField', 'Requestor.EmailAddress', 'LoadSavedSearch', '', 
'ValueOfWatcher', '', 'DateOp', '<', 'ValueOfAttachment', 'test', 
'Description', 'test', 'OrderBy', 'id') called at 
/site/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/CGIHandler.pm line 127
eval {...} at 
/site/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/CGIHandler.pm line 127
HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0xa5daed8)', 
'HASH(0x9ff0464)') called at 
/site/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/CGIHandler.pm line 76
HTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH(0xa5daed8)', 
'CGI::Fast=HASH(0x9ff01c4)') called at 
/site/rt-3.4.2/bin/mason_handler.fcgi line 76
eval {...} at /site/rt-3.4.2/bin/mason_handler.fcgi line 76


-- 
________________________________________________________________________
Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso
  University of Oslo / USIT (Center for Information Technology Services)
    System- and Application Management / Applications Management Group


From tomas.olaj at usit.uio.no  Mon Feb 20 08:24:25 2006
From: tomas.olaj at usit.uio.no (Tomas Olaj)
Date: Mon, 20 Feb 2006 14:24:25 +0100 (CET)
Subject: [rt-users] Re: Wrong DBIx::SearchBuilder version?
In-Reply-To: <Pine.LNX.4.63-L.0602201318510.2981@attila.uio.no>
References: <Pine.LNX.4.63-L.0602201318510.2981@attila.uio.no>
Message-ID: <Pine.LNX.4.63-L.0602201422450.2981@attila.uio.no>

On the marvelous Mon, 20 Feb 2006, Tomas Olaj wrote kindly to me ...

> Running 3.4.2 in production, and DBIx::SearchBuilder 1.39
>
> Got the following error when managing searches:
>
> error:   	RT::Attribute::Name Unimplemented in RT::Attributes. 
> (/site/rt-3.4.2/lib/RT/Attributes_Overlay.pm line 79)
> context:
> ...
> 492:  	else {
> 493:  	my ( $package, $filename, $line );
> 494:  	( $package, $filename, $line ) = caller;
> 495:
> 496:  	die "$AUTOLOAD Unimplemented in $package. ($filename line $line) \n";
> 497:  	}
> 498:
> 499:  	}
> 500:

Seems like the problem is solved. Not sure actually. Did upgrade some 
other modules, and restarted Apache a couple of times.

 	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 tob at brummix.de  Mon Feb 20 11:52:03 2006
From: tob at brummix.de (Torsten Brumm)
Date: Mon, 20 Feb 2006 17:52:03 +0100
Subject: [rt-users] error: Can't call method "type" on an undefined value at
	/usr/lib/perl5/vendor_perl/5.8.6/Text/WikiFormat.pm 
Message-ID: <20060220165203.GD2047@box061.elkhouse.de>

Hi RT Users,

today we played around with a lot of Scrips and we're permanently stepping
into the following error:

error:   	Can't call method "type" on an undefined value at
/usr/lib/perl5/vendor_perl/5.8.6/Text/WikiFormat.pm line 234.
context:  	
...  	
230:  	
231:  	my @open;
232:  	for my $block (@$blocks)
233:  	{
234:  	push @open, process_block( $block, $tags, $opts )
235:  	unless $block->type() eq 'end';
236:  	}
237:  	
238:  	return join('', @open);
...  	
code stack:  	/usr/lib/perl5/vendor_perl/5.8.6/Text/WikiFormat.pm:234
/usr/lib/perl5/vendor_perl/5.8.6/Text/WikiFormat.pm:136
/opt/rt3/share/html/Elements/ShowCustomFieldWikitext:49
/opt/rt3/local/html/Elements/ShowCustomFields:59
/opt/rt3/local/html/Ticket/Elements/ShowCustomFields:46
/opt/rt3/local/html/Ticket/Elements/ShowSummary:61
/opt/rt3/share/html/Widgets/TitleBox:49
/opt/rt3/local/html/Ticket/Elements/ShowSummary:62
/opt/rt3/local/html/Ticket/Display.html:56
/opt/rt3/share/html/Widgets/TitleBox:49
/opt/rt3/local/html/Ticket/Display.html:57
/opt/rt3/share/html/autohandler:247
raw error

The Scrip which triggers in front of this error will check for different CF
Values in a "Subticket" and give the Values Back to the "Masterticket". If a
CF of type wiki text has no value, the error occurs, if the wiki text field
has a value, everything is fine.

Attached the scrip for this:

return(0) unless ($self->TicketObj->Type eq 'ticket');

my $note;
my $t = $self->TicketObj->Transactions;
$t->next;

while (my $o = $t->Next) {
    $note .= $o->Content . "\n" if $o->ContentObj; }

foreach my $obj ($self->TicketObj->AllDependedOnBy( Type => 'ticket' )) {
    $obj->Comment(
	Content => $self->loc( "Die GAI_ABF_SO Gruppe hat Ihre Arbeit
abgeschlossen. Bearbeiter: [_1]. 

	Die Bearbeitung in anderen Gruppen kann noch laufen.", # loc
	    $self->TransactionObj->CreatorObj->Name,
	) . "\n" . 
		$self->loc( "Bearbeitungsnotiz: \n[_1]", # loc
	    $note
	),
    );	
$obj->AddCustomFieldValue(Field => 'ArtderAbfertigung', Value =>
$self->TicketObj->FirstCustomFieldValue('ArtderAbfertigung'));
$obj->AddCustomFieldValue(Field => 'AV-Schein|Warenbezeichnung', Value =>
$self->TicketObj->FirstCustomFieldValue('AV-Schein|Warenbezeichnung'));


}

require RT::Action::Notify; bless($self, 'RT::Action::Notify');
$self->{Argument} = 'Requestor'; $self->Prepare;

return 1;

--

We are running RT 3.5.6 on Redhat Fedora Core 4

Thanks for any hints and ideas....is there something wrong with my scrip?!?
Btw. the actual wiki pm is installed.

Torsten




From cerulean47 at gmail.com  Mon Feb 20 11:59:39 2006
From: cerulean47 at gmail.com (Larry Silverman)
Date: Mon, 20 Feb 2006 10:59:39 -0600
Subject: [rt-users] Strange issue with fetchmail rewriting addresses
Message-ID: <000101c6363f$0a2256e0$b25c0c05@lsilverman.com>

Greetings, all!
 
I'm having the weirdest problem, I'm hoping someone can please help me.  I'm
working on setting up RT on SuSE 9.3, apache 2, mysql and pulling down mail
from MS Exchange via POP using fetchmail and procmail to pump it into RT.
My MTA is postfix.
 
My organization currently uses simple dlists to distribute mail coming into
our organization to addresses like "support@" and "sales@".  We're growing,
so we're looking at a more sophisticated method, hence RT.
 
So, I set up a single Exchange account which I called
<mailto:rt at mycompany.com> rt at mycompany.com.  To it, I added aliases for
teseting like  <mailto:rtsales at mycompany.com> rtsales at mycompany.com,
<mailto:rtsales-comment at mycompany.com> rtsales-comment at mycompany.com, and
the same for support (rtsupport, etc).
 
Everything worked flawlessly.  Mail set to rtsales would be successfully
pulled down via fetchmail and imported into RT via procmail.
 
This weekend I attempted to cutover to production using the real addresses
"sales@" and "support@".  So I deleted the old dlists and added "sales@" and
"support@" to the alias for the Exchange user so fetchmail would pull down
the mail.  I modified my .procmailrc to specify the correct regexes for
sales and support (just removing the prefixed 'rt's from 'rtsales' and
'rtsupport').  I logged into RT and reconfigured the queues so that their
Reply Addresses and Comment Addresses were set appropriately.
 
And then something weird started happening.
 
Fetchmail would pull down the email, but in doing so would rewrite the email
headers changing the To: field from sales at mycompany.com into
sales at mylinuxbox.myotherdomain.com.  And the regexes for procmail failed,
and the mail sat in the rt linux user's mailbox.
 
But if I send email to rtsales at mycompany.com, it still comes through fine,
and doesn't get rewritten!
 
I have no "sales" or "support" linux users on my linux box.  I can't
understand why fetchmail would want to rewrite those addresses.
 
I'm not a fetchmail expert, or a linux mail expert for that matter.  Is
there some setting somewhere that would explain why fetchmail is rewriting
only certain addresses?
 
Thanks,
 
Larry
 
 
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From bgunter at arcsystems.com  Mon Feb 20 16:00:58 2006
From: bgunter at arcsystems.com (Bill Gunter)
Date: Mon, 20 Feb 2006 15:00:58 -0600
Subject: [rt-users] no email when an approval is created
Message-ID: <1140469258.32283.7.camel@phobos>

I've configured a queue to create approvals in the default 
"___Approvals" queue with this template:

===Create-Ticket: manager-approval 
Subject: Approve change management request for 
{$Tickets{'TOP'}->Subject} 
Depended-On-By: TOP 
Queue: ___Approvals  
Type: approval 
Owner: manager 
Content: Please review and approve this request. 
ENDOFCONTENT

The approval is created and owned by "manager," but manager never 
receives an email. No record of an email being sent is in the approval 
ticket history. Why aren't emails being generated? Does it have
something to do with the strange value ("2") for the "Disabled" field
for this queue?

Thanks.

-- 
Bill Gunter 
Assistant Director of Information Systems 
  
ARC Systems 
P: 512.358.5377 
F: 512.892.5552 
<www.arcsystems.com>



From jfenner at vitamix.com  Mon Feb 20 16:46:30 2006
From: jfenner at vitamix.com (Jason Fenner)
Date: Mon, 20 Feb 2006 16:46:30 -0500
Subject: [rt-users] no email when an approval is created
In-Reply-To: <1140469258.32283.7.camel@phobos>
References: <1140469258.32283.7.camel@phobos>
Message-ID: <43FA38B6.9030903@vitamix.com>

Check your scrips and templates.  Make sure there is an action defined 
to send out a email.

Bill Gunter wrote:

>I've configured a queue to create approvals in the default 
>"___Approvals" queue with this template:
>
>===Create-Ticket: manager-approval 
>Subject: Approve change management request for 
>{$Tickets{'TOP'}->Subject} 
>Depended-On-By: TOP 
>Queue: ___Approvals  
>Type: approval 
>Owner: manager 
>Content: Please review and approve this request. 
>ENDOFCONTENT
>
>The approval is created and owned by "manager," but manager never 
>receives an email. No record of an email being sent is in the approval 
>ticket history. Why aren't emails being generated? Does it have
>something to do with the strange value ("2") for the "Disabled" field
>for this queue?
>
>Thanks.
>
>  
>




From jfenner at vitamix.com  Mon Feb 20 16:58:22 2006
From: jfenner at vitamix.com (Jason Fenner)
Date: Mon, 20 Feb 2006 16:58:22 -0500
Subject: [rt-users] Adjust REMOTE_USER split
Message-ID: <43FA3B7E.6080107@vitamix.com>

Hi everyone.

I recently got "Single Sign-on" to work for logging into RT.  This is 
working by using Kerberos in an Active Directory domain.
One problem I am having is that Apache is setting REMOTE_USER to: 
username at domain.com

I want RT to remove the "@domain.com" part and just think that the first 
part is the REMOTE_USER.  I am at a loss as to where to configure this 
within RT.  Can anyone help me out with this?  Where would I do this?  
Do I need to make an overlay?  If so, do you have any hint on how to 
make one that would do this?

Thank you in advance for your assistance.

You all rock!



From bgunter at arcsystems.com  Mon Feb 20 17:17:14 2006
From: bgunter at arcsystems.com (Bill Gunter)
Date: Mon, 20 Feb 2006 16:17:14 -0600
Subject: [rt-users] no email when an approval is created
In-Reply-To: <43FA38B6.9030903@vitamix.com>
References: <1140469258.32283.7.camel@phobos> <43FA38B6.9030903@vitamix.com>
Message-ID: <1140473835.32283.20.camel@phobos>

The scrips and templates all look fine. The outgoing email scrip depends
on the ticket being open, so I changed the "manager-approval"
Create-Ticket template to set "Status: Open" but now the approval
tickets are being created with Nobody as the owner. If I go into the
ticket and try to set the Owner manually only I am in the list of
candidates (I have global SuperUser rights). So, my guess is that I am
the only user who can have open tickets in the ___Approvals queue but I
have no idea why.

Again, the field Disabled = '2' for the ___Approvals queue. I assume any
value other than '0' hides this queue, but what does '2' do?

On Mon, 2006-02-20 at 15:46 -0600, Jason Fenner wrote:
> Check your scrips and templates.  Make sure there is an action
> defined  
> to send out a email.
> 
> Bill Gunter wrote:
> 
> >I've configured a queue to create approvals in the default  
> >"___Approvals" queue with this template: 
> > 
> >===Create-Ticket: manager-approval  
> >Subject: Approve change management request for  
> >{$Tickets{'TOP'}->Subject}  
> >Depended-On-By: TOP  
> >Queue: ___Approvals   
> >Type: approval  
> >Owner: manager  
> >Content: Please review and approve this request.  
> >ENDOFCONTENT 
> > 
> >The approval is created and owned by "manager," but manager never  
> >receives an email. No record of an email being sent is in the
> approval  
> >ticket history. Why aren't emails being generated? Does it have 
> >something to do with the strange value ("2") for the "Disabled"
> field 
> >for this queue? 
> > 
> >Thanks. 
> > 
> >   
> >
> 
> 
> 
-- 
Bill Gunter 
Assistant Director of Information Systems 
  
ARC Systems 
P: 512.358.5377 
F: 512.892.5552 
<www.arcsystems.com>



From jfenner at vitamix.com  Mon Feb 20 17:19:50 2006
From: jfenner at vitamix.com (Jason Fenner)
Date: Mon, 20 Feb 2006 17:19:50 -0500
Subject: [rt-users] no email when an approval is created
In-Reply-To: <1140473835.32283.20.camel@phobos>
References: <1140469258.32283.7.camel@phobos> <43FA38B6.9030903@vitamix.com>
	<1140473835.32283.20.camel@phobos>
Message-ID: <43FA4086.40705@vitamix.com>

Not sure, but I don't use the __Aproprovals queue myself.

Try following the example at the URL below, it works well for me so far:

http://wiki.bestpractical.com/index.cgi?ApprovalCreation

Let me know...

Bill Gunter wrote:

>The scrips and templates all look fine. The outgoing email scrip depends
>on the ticket being open, so I changed the "manager-approval"
>Create-Ticket template to set "Status: Open" but now the approval
>tickets are being created with Nobody as the owner. If I go into the
>ticket and try to set the Owner manually only I am in the list of
>candidates (I have global SuperUser rights). So, my guess is that I am
>the only user who can have open tickets in the ___Approvals queue but I
>have no idea why.
>
>Again, the field Disabled = '2' for the ___Approvals queue. I assume any
>value other than '0' hides this queue, but what does '2' do?
>
>On Mon, 2006-02-20 at 15:46 -0600, Jason Fenner wrote:
>  
>
>>Check your scrips and templates.  Make sure there is an action
>>defined  
>>to send out a email.
>>
>>Bill Gunter wrote:
>>
>>    
>>
>>>I've configured a queue to create approvals in the default  
>>>"___Approvals" queue with this template: 
>>>
>>>===Create-Ticket: manager-approval  
>>>Subject: Approve change management request for  
>>>{$Tickets{'TOP'}->Subject}  
>>>Depended-On-By: TOP  
>>>Queue: ___Approvals   
>>>Type: approval  
>>>Owner: manager  
>>>Content: Please review and approve this request.  
>>>ENDOFCONTENT 
>>>
>>>The approval is created and owned by "manager," but manager never  
>>>receives an email. No record of an email being sent is in the
>>>      
>>>
>>approval  
>>    
>>
>>>ticket history. Why aren't emails being generated? Does it have 
>>>something to do with the strange value ("2") for the "Disabled"
>>>      
>>>
>>field 
>>    
>>
>>>for this queue? 
>>>
>>>Thanks. 
>>>
>>>  
>>>
>>>      
>>>
>>
>>    
>>




From bgunter at arcsystems.com  Mon Feb 20 17:38:49 2006
From: bgunter at arcsystems.com (Bill Gunter)
Date: Mon, 20 Feb 2006 16:38:49 -0600
Subject: [rt-users] no email when an approval is created
In-Reply-To: <43FA4086.40705@vitamix.com>
References: <1140469258.32283.7.camel@phobos> <43FA38B6.9030903@vitamix.com>
	<1140473835.32283.20.camel@phobos>  <43FA4086.40705@vitamix.com>
Message-ID: <1140475129.32283.25.camel@phobos>

Ah, silly me, I had a permissions problem. It's working now. Thanks for
pointing me to the scrips.

On Mon, 2006-02-20 at 16:19 -0600, Jason Fenner wrote:
> Not sure, but I don't use the __Aproprovals queue myself.
> 
> Try following the example at the URL below, it works well for me so
> far:
> 
> http://wiki.bestpractical.com/index.cgi?ApprovalCreation
> 
> Let me know...
> 
> Bill Gunter wrote:
> 
> >The scrips and templates all look fine. The outgoing email scrip
> depends 
> >on the ticket being open, so I changed the "manager-approval" 
> >Create-Ticket template to set "Status: Open" but now the approval 
> >tickets are being created with Nobody as the owner. If I go into the 
> >ticket and try to set the Owner manually only I am in the list of 
> >candidates (I have global SuperUser rights). So, my guess is that I
> am 
> >the only user who can have open tickets in the ___Approvals queue but
> I 
> >have no idea why. 
> > 
> >Again, the field Disabled = '2' for the ___Approvals queue. I assume
> any 
> >value other than '0' hides this queue, but what does '2' do? 
> > 
> >On Mon, 2006-02-20 at 15:46 -0600, Jason Fenner wrote: 
> >   
> > 
> >>Check your scrips and templates.  Make sure there is an action 
> >>defined   
> >>to send out a email. 
> >> 
> >>Bill Gunter wrote: 
> >> 
> >>     
> >> 
> >>>I've configured a queue to create approvals in the default   
> >>>"___Approvals" queue with this template:  
> >>> 
> >>>===Create-Ticket: manager-approval   
> >>>Subject: Approve change management request for   
> >>>{$Tickets{'TOP'}->Subject}   
> >>>Depended-On-By: TOP   
> >>>Queue: ___Approvals    
> >>>Type: approval   
> >>>Owner: manager   
> >>>Content: Please review and approve this request.   
> >>>ENDOFCONTENT  
> >>> 
> >>>The approval is created and owned by "manager," but manager
> never   
> >>>receives an email. No record of an email being sent is in the 
> >>>       
> >>> 
> >>approval   
> >>     
> >> 
> >>>ticket history. Why aren't emails being generated? Does it have  
> >>>something to do with the strange value ("2") for the "Disabled" 
> >>>       
> >>> 
> >>field  
> >>     
> >> 
> >>>for this queue?  
> >>> 
> >>>Thanks.  
> >>> 
> >>>   
> >>> 
> >>>       
> >>> 
> >> 
> >>     
> >>
> 
> 
> 
-- 
Bill Gunter 
Assistant Director of Information Systems 
  
ARC Systems 
P: 512.358.5377 
F: 512.892.5552 
<www.arcsystems.com>



From astrachan at inter-systems.com.au  Mon Feb 20 19:43:52 2006
From: astrachan at inter-systems.com.au (Alex Strachan)
Date: Tue, 21 Feb 2006 10:43:52 +1000
Subject: [rt-users] RTFM 2.1.40 doesn't show content from migrated database
Message-ID: <20060221004323.THFW15112.omta03ps.mx.bigpond.com@remus>

Hi All,

 

Upgraded RT from 3.0.4 -> 3.4.5; applied mysql upgrades

 

Upgrade RTFM from 2.0.4 -> 2.1.4; applied mysql upgrades

 

When using RTFM I am unable to see any previous Text or Wiki content, the
classes and titles are still all there.

 

When trying to modify custom fields to classes assignments.

 

 

error:  Can't locate object method "HasEntry" via package "RT::CustomFields"
at /opt/rt3/share/html/RTFM/Admin/Classes/CustomFields.html line 81.

 

context:  ...   

77:  # Go through and delete all the custom field relationships that this
class 

78:  # no longer has 

79:   

80:   

81:  if ($ClassCFs->HasEntry($cf->Id)) { 

82:  unless (defined $ARGS{"Class-".$ClassObj->Id."-CF-".$cf->Id} ) { 

83:  my ($val, $msg) = $cf->RemoveFromClass($ClassObj->Id); 

84:  push (@results, $msg); 

85:   

...   

 

code stack:  /opt/rt3/share/html/RTFM/Admin/Classes/CustomFields.html:81

/opt/rt3/share/html/autohandler:215

 

 

Alex

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From astrachan at inter-systems.com.au  Mon Feb 20 19:12:01 2006
From: astrachan at inter-systems.com.au (Alex Strachan)
Date: Tue, 21 Feb 2006 10:12:01 +1000
Subject: [rt-users] subscribe
Message-ID: <20060221001134.EQN14751.omta05ps.mx.bigpond.com@remus>

 

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From fatearthling at gmail.com  Mon Feb 20 21:38:48 2006
From: fatearthling at gmail.com (Howard Kao)
Date: Tue, 21 Feb 2006 10:38:48 +0800
Subject: [rt-users] reverse ticket order in Queue page
Message-ID: <a3d0b5780602201838m1ed42c53m84b58154073e1adc@mail.gmail.com>

Hi all,

Is there a way to reverse the order of tickets shown in the Queue page
from ascending to descending, meaning the greater the number of a
ticket, the higher it will be shown in the pages?

I found the reverse history in tickets page but can't make it work for queues.

Any suggestion/help would be appreciated.

Thanks.


From astrachan at inter-systems.com.au  Mon Feb 20 19:37:11 2006
From: astrachan at inter-systems.com.au (Alex Strachan)
Date: Tue, 21 Feb 2006 10:37:11 +1000
Subject: [rt-users] RTFM 2.1.40 doesn't show content from migrated database
Message-ID: <20060221003642.SYWD15112.omta03ps.mx.bigpond.com@remus>

Hi All,

 

Upgraded RT from 3.0.4 -> 3.4.5; applied mysql upgrades

 

Upgrade RTFM from 2.0.4 -> 2.1.4; applied mysql upgrades

 

When using RTFM I am unable to see any previous Text or Wiki content, the
classes and titles are still all there.

 

When trying to modify custom fields to classes assignments.

 

 

error:  Can't locate object method "HasEntry" via package "RT::CustomFields"
at /opt/rt3/share/html/RTFM/Admin/Classes/CustomFields.html line 81.

 

context:  ...   

77:  # Go through and delete all the custom field relationships that this
class 

78:  # no longer has 

79:   

80:   

81:  if ($ClassCFs->HasEntry($cf->Id)) { 

82:  unless (defined $ARGS{"Class-".$ClassObj->Id."-CF-".$cf->Id} ) { 

83:  my ($val, $msg) = $cf->RemoveFromClass($ClassObj->Id); 

84:  push (@results, $msg); 

85:   

...   

 

code stack:  /opt/rt3/share/html/RTFM/Admin/Classes/CustomFields.html:81

/opt/rt3/share/html/autohandler:215

 

 

The README mentions 

"

 

 

Alex

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From thealbs at yahoo.co.uk  Tue Feb 21 03:56:20 2006
From: thealbs at yahoo.co.uk (brian mccabe)
Date: Tue, 21 Feb 2006 08:56:20 +0000 (GMT)
Subject: [rt-users] COMMENT becomes a REPLY via email conversation with RT
Message-ID: <20060221085620.92522.qmail@web25711.mail.ukl.yahoo.com>

Hi All

Hopefully someone has come across this issue before
and has a workaround of some sort? The scenario is as
follows:

1: Agent # 1 creates a COMMENT on a ticket asking a
colleague, Agent #2, for advice.

2: Agent #2 receives the COMMENT via an email and,
without logging in to RT, replies to the comment by
responding to the email.

3: RT then judges the in-bound email to be a ticket
REPLY and sends the answer, plus the original COMMENT
from Agent #1, to the ticket Requestor.

As the COMMENT is intended for internal use and should
not neccesarily be seen by the Requestor this could
result in embarrassing situations arising.

I know the simple answer is to train the Users but we
all know that is easier said than done! Has anyone
come across this problem before or are there any easy
workarounds for this that I am missing?

Thanks in advance

Brian


	
	
		
___________________________________________________________ 
Yahoo! Messenger - NEW crystal clear PC to PC calling worldwide with voicemail http://uk.messenger.yahoo.com


From tob at brummix.de  Tue Feb 21 04:18:52 2006
From: tob at brummix.de (Torsten Brumm)
Date: Tue, 21 Feb 2006 10:18:52 +0100
Subject: [rt-users] reverse ticket order in Queue page
In-Reply-To: <a3d0b5780602201838m1ed42c53m84b58154073e1adc@mail.gmail.com>
References: <a3d0b5780602201838m1ed42c53m84b58154073e1adc@mail.gmail.com>
Message-ID: <20060221091852.GA16575@box061.elkhouse.de>

On 10:38 Tue 21 Feb, Howard Kao wrote:
> Hi all,
> 
> Is there a way to reverse the order of tickets shown in the Queue page
> from ascending to descending, meaning the greater the number of a
> ticket, the higher it will be shown in the pages?
> 
> I found the reverse history in tickets page but can't make it work for queues.
> 
> Any suggestion/help would be appreciated.
> 
> Thanks.

Hi,

try this:


--- Results.html	2005-12-02 23:41:00.000000000 +0100
+++ /opt/rt3/local/html/Search/Results.html	2005-12-10 12:26:36.000000000
+0100
@@ -98,7 +98,7 @@
 # These variables are what define a search_hash; this is also
 # where we give sane defaults.
 $Format      ||= $prefs->{'Format'};
-$Order       ||= $prefs->{'Order'} || 'ASC';
+$Order       ||= $prefs->{'Order'} || 'DESC';
 $OrderBy     ||= $prefs->{'OrderBy'} || 'id';

 # Some forms pass in "RowsPerPage" rather than "Rows" 

Torsten


From darling at ccdc.cam.ac.uk  Tue Feb 21 04:43:25 2006
From: darling at ccdc.cam.ac.uk (Toby Darling)
Date: Tue, 21 Feb 2006 09:43:25 +0000
Subject: [rt-users] COMMENT becomes a REPLY via email conversation with RT
In-Reply-To: <20060221085620.92522.qmail@web25711.mail.ukl.yahoo.com>
References: <20060221085620.92522.qmail@web25711.mail.ukl.yahoo.com>
Message-ID: <43FAE0BD.6080508@ccdc.cam.ac.uk>

Do you have different email addresses for Reply and Comment in the queue 
configuration?

How is the comment getting to #2 - CC from the Comment page? It should 
be sent from 'xxx-comment at ...', and use procmail with a recipe like:

   :0:
   * (^To|^Cc|^Envelope-to).*support-comment
   |$HOME/rt-mailgate --queue 'support' --action comment --url $RT_URL

I've actually gone as far as removing ReplyToTicket permission from 
anyone who shouldn't be talking to requestors, just to be safe.

brian mccabe wrote:
> Hi All
> 
> Hopefully someone has come across this issue before
> and has a workaround of some sort? The scenario is as
> follows:
> 
> 1: Agent # 1 creates a COMMENT on a ticket asking a
> colleague, Agent #2, for advice.
> 
> 2: Agent #2 receives the COMMENT via an email and,
> without logging in to RT, replies to the comment by
> responding to the email.
> 
> 3: RT then judges the in-bound email to be a ticket
> REPLY and sends the answer, plus the original COMMENT
> from Agent #1, to the ticket Requestor.
> 
> As the COMMENT is intended for internal use and should
> not neccesarily be seen by the Requestor this could
> result in embarrassing situations arising.
> 
> I know the simple answer is to train the Users but we
> all know that is easier said than done! Has anyone
> come across this problem before or are there any easy
> workarounds for this that I am missing?
> 
> Thanks in advance
> 
> Brian
> 
> 
> 	
> 	
> 		
> ___________________________________________________________ 
> Yahoo! Messenger - NEW crystal clear PC to PC calling worldwide with voicemail http://uk.messenger.yahoo.com
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html


From nikhil at fleetship.com  Tue Feb 21 05:30:39 2006
From: nikhil at fleetship.com (Nikhil Parva)
Date: Tue, 21 Feb 2006 18:30:39 +0800
Subject: [rt-users] Assign e-mail ids
Message-ID: <OFF8E3C409.B557A469-ON4825711C.0039BF51@thisisnoble.com>

Good day,

 

I have configured RT & not sure how to assign queues and e-mail ids to RT. 

 

Can someone please help.

 

Thanks,

Nikhil

 

 

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From futurahost at futurahost.com  Tue Feb 21 05:34:46 2006
From: futurahost at futurahost.com (Pablo Povarchik - FuturaHost.Com)
Date: Tue, 21 Feb 2006 11:34:46 +0100
Subject: [rt-users] On correspond notify staff
In-Reply-To: <20060221091109.CCFEE4D81C4@diesel.bestpractical.com>
References: <20060221091109.CCFEE4D81C4@diesel.bestpractical.com>
Message-ID: <1140518086.3490.72.camel@notebook.futurahostdns.com>


	Hello

	We want to have all the staff related to a specific queue notified when
a response or comment is added to a queue.

	Say, we have PreSales queue, and some potential customer send us a
query that is recorded by RT. After that point, we want all the people
related to that queue notified when any comment or reply is added to
that ticket.

	We don't want staff notified on ticket creation, but only on ticket
updates *after* creation.

Is this possible?

Thanks
-- 
Pablo Povarchik de Carrasquedo

Quality Colocation and Dedicated Servers services
Colocation facilities include Fremont California, 
London UK and Trento Italy

+------- FuturaHost.Com - Industrial & Business Class ISP --------+
|          Web Hosting - Dedicated Servers - Colocation
| info at futurahost.com - http://futurahost.com/ - (+39) 0461 592710
| Get a high quality full cabinet with 5Mbps full burst included
|        for only ?700/month, availability also in London
+-----------------------------------------------------------------+



From timothy-flynn at uiowa.edu  Tue Feb 21 08:57:31 2006
From: timothy-flynn at uiowa.edu (Flynn, Timothy J)
Date: Tue, 21 Feb 2006 07:57:31 -0600
Subject: [rt-users] Adjust REMOTE_USER split
Message-ID: <B5007EEF41F3D311B80500805F31A6B62EF6BF7C@uihc-mail.uihc.uiowa.edu>




Here is what I did.  Under (rtdir)/lib/RT/Interface/ I made a file
called Web_Local.pm

Make the file if you don't have it already and put this in it.
Basically I split on the @ sign and return the first part.  If you have
this file already and it already redefines this function you'll have to
come up with your own logic to do the same.



no warnings qw(redefine);

package RT::Interface::Web;
use strict;



sub WebCanonicalizeInfo {
    my $user;

    if ( defined $ENV{'REMOTE_USER'} ) {
        $user = lc ( $ENV{'REMOTE_USER'} ) if(
length($ENV{'REMOTE_USER'}) );
        if ($user =~ /\@/) {
          # we need to split off the fully qualified Kerberos trailer as
          # we don't care about it.
          my @tmparray = split /\@/, $user;
          $user = $tmparray[0];
        }
    }
    return $user;
}

 
-Tim


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jason
Fenner
Sent: Monday, February 20, 2006 3:58 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Adjust REMOTE_USER split

Hi everyone.

I recently got "Single Sign-on" to work for logging into RT.  This is 
working by using Kerberos in an Active Directory domain.
One problem I am having is that Apache is setting REMOTE_USER to: 
username at domain.com

I want RT to remove the "@domain.com" part and just think that the first

part is the REMOTE_USER.  I am at a loss as to where to configure this 
within RT.  Can anyone help me out with this?  Where would I do this?  
Do I need to make an overlay?  If so, do you have any hint on how to 
make one that would do this?

Thank you in advance for your assistance.

You all rock!

_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O'Reilly Media at
http://rtbook.bestpractical.com

WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at
http://bestpractical.com/services/training.html




From bear at 247ms.com  Tue Feb 21 09:14:58 2006
From: bear at 247ms.com (=?iso-8859-1?Q?Bj=F8rn_Skovlund_Ryd=E9n?=)
Date: Tue, 21 Feb 2006 15:14:58 +0100
Subject: [rt-users] Passing variables from Scrip actions to Templates?
Message-ID: <28612698BFE51241AB8EF079C3230A8B432C69@EXC-1.247ms.com>

Hi!

I've created a group with a few users that I want to receive notifications when a ticket is created in a specific queue.

So, I've come up with this logic for my scrip-action, which works (judging from the logs):
my $users = new RT::Users($RT::SystemUser); $users->MemberOfGroup("2061"); while( my $user = $users->Next ) { 
	$RT::Logger->info( "Found member of group: ". $user->Name ." as a requestor!" ); }

Now, I want a mail-sent with a specific template to the users, instead of just logging their names in the log-system.

How? :)


Cheers, Bj?rn


From mustafa.badawi at gmail.com  Tue Feb 21 09:22:58 2006
From: mustafa.badawi at gmail.com (Mustafa Badawi)
Date: Tue, 21 Feb 2006 16:22:58 +0200
Subject: [rt-users] RT For an ISP
Message-ID: <6792fb9a0602210622i1a70598ama5adb561c379ab26@mail.gmail.com>

Dear All

I am trying to use RT for my dialup clients. I only want my clients to use
the web interface to create tickets and not the email interface. I have
created an unprivileged RT account for each of my users. The problem I have
is that when the user logs on and selects the queue I have provided he/she
can enter any value in the requestor field thus automatically creating a new
user as a watcher. The rightful requestor of the ticket (the account I have
created) cannot actually view the new ticket because he/she has no
permission to view it.
Is there a way of forcing the requestor to be the RT account I have already
created! Keeping in mind that I do not want users seeing all the tickets in
the queue - only their own tickets.
Any hints would be greatly appreciated

Mustafa Badawi
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From nmetrowsky at digitalglobe.com  Tue Feb 21 09:55:58 2006
From: nmetrowsky at digitalglobe.com (Nick Metrowsky)
Date: Tue, 21 Feb 2006 07:55:58 -0700
Subject: [rt-users] SearchBuilder
Message-ID: <C1BF1C58F42A304A899E2933C220F48A2AF1DE@COMAIL02.digitalglobe.com>

Hi Jesse,

 

Like a few others, I am getting the "RT::Attribute::Name Unimplemented"
error. What version of SearchBuilder is safe to run on RT 3.4.4? From
the messages I've seen it is not clear. Also, what else needs to be
upgraded?

 

Take care!

 

Nick

 

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

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com> 

DigitalGlobe (r), An Imaging and Information Company

http://www.digitalglobe.com <http://www.digitalglobe.com> 

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

 

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From Ahalya_Nathan at mudnebr.com  Tue Feb 21 10:10:43 2006
From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya)
Date: Tue, 21 Feb 2006 09:10:43 -0600
Subject: [rt-users] SearchBuilder
Message-ID: <D822A1AD37DDBB4CA20C434BA9BA10EF01A5DB92@MALCWH02.mud.com>

When I got this problem, Jesse suggested that I upgrade to the latest
version of search builder so right now I have 1.38 installed. 

 

Thanks,

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

(402) 504-5180 fax

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nick
Metrowsky
Sent: Tuesday, February 21, 2006 8:56 AM
To: Jesse Vincent; rt-users at lists.bestpractical.com
Subject: [rt-users] SearchBuilder

 

Hi Jesse,

 

Like a few others, I am getting the "RT::Attribute::Name Unimplemented"
error. What version of SearchBuilder is safe to run on RT 3.4.4? From
the messages I've seen it is not clear. Also, what else needs to be
upgraded?

 

Take care!

 

Nick

 

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

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com> 

DigitalGlobe (r), An Imaging and Information Company

http://www.digitalglobe.com <http://www.digitalglobe.com> 

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

 

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From nmetrowsky at digitalglobe.com  Tue Feb 21 10:29:38 2006
From: nmetrowsky at digitalglobe.com (Nick Metrowsky)
Date: Tue, 21 Feb 2006 08:29:38 -0700
Subject: [rt-users] SearchBuilder
Message-ID: <C1BF1C58F42A304A899E2933C220F48A2AF1EE@COMAIL02.digitalglobe.com>

Hi Ahalya,

 

Thank you for writing. So, all you did was just upgrade SearchBuilder
and nothing else? I know it sounds like a strange question, but you
never know with Mason.

 

Take care!

 

Nick

 

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

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com> 

DigitalGlobe (r), An Imaging and Information Company

http://www.digitalglobe.com <http://www.digitalglobe.com> 

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

________________________________

From: Nathan, Ahalya [mailto:Ahalya_Nathan at mudnebr.com] 
Sent: Tuesday, February 21, 2006 8:11 AM
To: Nick Metrowsky; Jesse Vincent; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] SearchBuilder

 

When I got this problem, Jesse suggested that I upgrade to the latest
version of search builder so right now I have 1.38 installed. 

 

Thanks,

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

(402) 504-5180 fax

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nick
Metrowsky
Sent: Tuesday, February 21, 2006 8:56 AM
To: Jesse Vincent; rt-users at lists.bestpractical.com
Subject: [rt-users] SearchBuilder

 

Hi Jesse,

 

Like a few others, I am getting the "RT::Attribute::Name Unimplemented"
error. What version of SearchBuilder is safe to run on RT 3.4.4? From
the messages I've seen it is not clear. Also, what else needs to be
upgraded?

 

Take care!

 

Nick

 

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

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com> 

DigitalGlobe (r), An Imaging and Information Company

http://www.digitalglobe.com <http://www.digitalglobe.com> 

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

 

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From jfenner at vitamix.com  Tue Feb 21 10:31:11 2006
From: jfenner at vitamix.com (Jason Fenner)
Date: Tue, 21 Feb 2006 10:31:11 -0500
Subject: [rt-users] RT For an ISP
In-Reply-To: <6792fb9a0602210622i1a70598ama5adb561c379ab26@mail.gmail.com>
References: <6792fb9a0602210622i1a70598ama5adb561c379ab26@mail.gmail.com>
Message-ID: <43FB323F.7070107@vitamix.com>

Have you found a fix for this yet?

Mustafa Badawi wrote:

>Dear All
>
>I am trying to use RT for my dialup clients. I only want my clients to use
>the web interface to create tickets and not the email interface. I have
>created an unprivileged RT account for each of my users. The problem I have
>is that when the user logs on and selects the queue I have provided he/she
>can enter any value in the requestor field thus automatically creating a new
>user as a watcher. The rightful requestor of the ticket (the account I have
>created) cannot actually view the new ticket because he/she has no
>permission to view it.
>Is there a way of forcing the requestor to be the RT account I have already
>created! Keeping in mind that I do not want users seeing all the tickets in
>the queue - only their own tickets.
>Any hints would be greatly appreciated
>
>Mustafa Badawi
>
>  
>
>------------------------------------------------------------------------
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
>Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>San Francisco - Find out more at http://bestpractical.com/services/training.html
>




From Ahalya_Nathan at mudnebr.com  Tue Feb 21 10:31:56 2006
From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya)
Date: Tue, 21 Feb 2006 09:31:56 -0600
Subject: [rt-users] SearchBuilder
Message-ID: <D822A1AD37DDBB4CA20C434BA9BA10EF01A5DB94@MALCWH02.mud.com>

Yes I just upgraded the Search builder version using cpan. Mason didn't
give a problem for me after upgrading this version.

 

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

(402) 504-5180 fax

________________________________

From: Nick Metrowsky [mailto:nmetrowsky at digitalglobe.com] 
Sent: Tuesday, February 21, 2006 9:30 AM
To: Nathan, Ahalya; rt-users at lists.bestpractical.com
Cc: Nick Metrowsky
Subject: RE: [rt-users] SearchBuilder

 

Hi Ahalya,

 

Thank you for writing. So, all you did was just upgrade SearchBuilder
and nothing else? I know it sounds like a strange question, but you
never know with Mason.

 

Take care!

 

Nick

 

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

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com> 

DigitalGlobe (r), An Imaging and Information Company

http://www.digitalglobe.com <http://www.digitalglobe.com> 

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

________________________________

From: Nathan, Ahalya [mailto:Ahalya_Nathan at mudnebr.com] 
Sent: Tuesday, February 21, 2006 8:11 AM
To: Nick Metrowsky; Jesse Vincent; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] SearchBuilder

 

When I got this problem, Jesse suggested that I upgrade to the latest
version of search builder so right now I have 1.38 installed. 

 

Thanks,

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

(402) 504-5180 fax

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nick
Metrowsky
Sent: Tuesday, February 21, 2006 8:56 AM
To: Jesse Vincent; rt-users at lists.bestpractical.com
Subject: [rt-users] SearchBuilder

 

Hi Jesse,

 

Like a few others, I am getting the "RT::Attribute::Name Unimplemented"
error. What version of SearchBuilder is safe to run on RT 3.4.4? From
the messages I've seen it is not clear. Also, what else needs to be
upgraded?

 

Take care!

 

Nick

 

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

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com> 

DigitalGlobe (r), An Imaging and Information Company

http://www.digitalglobe.com <http://www.digitalglobe.com> 

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

 

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From nmetrowsky at digitalglobe.com  Tue Feb 21 10:35:14 2006
From: nmetrowsky at digitalglobe.com (Nick Metrowsky)
Date: Tue, 21 Feb 2006 08:35:14 -0700
Subject: [rt-users] SearchBuilder
Message-ID: <C1BF1C58F42A304A899E2933C220F48A2AF1F6@COMAIL02.digitalglobe.com>

Hi Ahalya,

 

One last question, I should install 1.38 and note 1.39?

 

Take care!

 

Nick

 

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

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com> 

DigitalGlobe (r), An Imaging and Information Company

http://www.digitalglobe.com <http://www.digitalglobe.com> 

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

________________________________

From: Nathan, Ahalya [mailto:Ahalya_Nathan at mudnebr.com] 
Sent: Tuesday, February 21, 2006 8:32 AM
To: Nick Metrowsky; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] SearchBuilder

 

Yes I just upgraded the Search builder version using cpan. Mason didn't
give a problem for me after upgrading this version.

 

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

(402) 504-5180 fax

________________________________

From: Nick Metrowsky [mailto:nmetrowsky at digitalglobe.com] 
Sent: Tuesday, February 21, 2006 9:30 AM
To: Nathan, Ahalya; rt-users at lists.bestpractical.com
Cc: Nick Metrowsky
Subject: RE: [rt-users] SearchBuilder

 

Hi Ahalya,

 

Thank you for writing. So, all you did was just upgrade SearchBuilder
and nothing else? I know it sounds like a strange question, but you
never know with Mason.

 

Take care!

 

Nick

 

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

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com> 

DigitalGlobe (r), An Imaging and Information Company

http://www.digitalglobe.com <http://www.digitalglobe.com> 

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

________________________________

From: Nathan, Ahalya [mailto:Ahalya_Nathan at mudnebr.com] 
Sent: Tuesday, February 21, 2006 8:11 AM
To: Nick Metrowsky; Jesse Vincent; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] SearchBuilder

 

When I got this problem, Jesse suggested that I upgrade to the latest
version of search builder so right now I have 1.38 installed. 

 

Thanks,

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

(402) 504-5180 fax

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nick
Metrowsky
Sent: Tuesday, February 21, 2006 8:56 AM
To: Jesse Vincent; rt-users at lists.bestpractical.com
Subject: [rt-users] SearchBuilder

 

Hi Jesse,

 

Like a few others, I am getting the "RT::Attribute::Name Unimplemented"
error. What version of SearchBuilder is safe to run on RT 3.4.4? From
the messages I've seen it is not clear. Also, what else needs to be
upgraded?

 

Take care!

 

Nick

 

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

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com> 

DigitalGlobe (r), An Imaging and Information Company

http://www.digitalglobe.com <http://www.digitalglobe.com> 

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

 

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From Ahalya_Nathan at mudnebr.com  Tue Feb 21 10:38:17 2006
From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya)
Date: Tue, 21 Feb 2006 09:38:17 -0600
Subject: [rt-users] SearchBuilder
Message-ID: <D822A1AD37DDBB4CA20C434BA9BA10EF01A5DB96@MALCWH02.mud.com>

I have 1.39 running in production and 1.38 in test. Both versions
haven't given me any problems as yet. I think it would be best if you
upgrade to 1.39 version.

 

Thanks,

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

(402) 504-5180 fax

________________________________

From: Nick Metrowsky [mailto:nmetrowsky at digitalglobe.com] 
Sent: Tuesday, February 21, 2006 9:35 AM
To: Nathan, Ahalya; rt-users at lists.bestpractical.com
Cc: Nick Metrowsky
Subject: RE: [rt-users] SearchBuilder

 

Hi Ahalya,

 

One last question, I should install 1.38 and note 1.39?

 

Take care!

 

Nick

 

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

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com> 

DigitalGlobe (r), An Imaging and Information Company

http://www.digitalglobe.com <http://www.digitalglobe.com> 

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

________________________________

From: Nathan, Ahalya [mailto:Ahalya_Nathan at mudnebr.com] 
Sent: Tuesday, February 21, 2006 8:32 AM
To: Nick Metrowsky; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] SearchBuilder

 

Yes I just upgraded the Search builder version using cpan. Mason didn't
give a problem for me after upgrading this version.

 

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

(402) 504-5180 fax

________________________________

From: Nick Metrowsky [mailto:nmetrowsky at digitalglobe.com] 
Sent: Tuesday, February 21, 2006 9:30 AM
To: Nathan, Ahalya; rt-users at lists.bestpractical.com
Cc: Nick Metrowsky
Subject: RE: [rt-users] SearchBuilder

 

Hi Ahalya,

 

Thank you for writing. So, all you did was just upgrade SearchBuilder
and nothing else? I know it sounds like a strange question, but you
never know with Mason.

 

Take care!

 

Nick

 

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

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com> 

DigitalGlobe (r), An Imaging and Information Company

http://www.digitalglobe.com <http://www.digitalglobe.com> 

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

________________________________

From: Nathan, Ahalya [mailto:Ahalya_Nathan at mudnebr.com] 
Sent: Tuesday, February 21, 2006 8:11 AM
To: Nick Metrowsky; Jesse Vincent; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] SearchBuilder

 

When I got this problem, Jesse suggested that I upgrade to the latest
version of search builder so right now I have 1.38 installed. 

 

Thanks,

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

(402) 504-5180 fax

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nick
Metrowsky
Sent: Tuesday, February 21, 2006 8:56 AM
To: Jesse Vincent; rt-users at lists.bestpractical.com
Subject: [rt-users] SearchBuilder

 

Hi Jesse,

 

Like a few others, I am getting the "RT::Attribute::Name Unimplemented"
error. What version of SearchBuilder is safe to run on RT 3.4.4? From
the messages I've seen it is not clear. Also, what else needs to be
upgraded?

 

Take care!

 

Nick

 

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

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com> 

DigitalGlobe (r), An Imaging and Information Company

http://www.digitalglobe.com <http://www.digitalglobe.com> 

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

 

-------------- next part --------------
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From nmetrowsky at digitalglobe.com  Tue Feb 21 10:39:54 2006
From: nmetrowsky at digitalglobe.com (Nick Metrowsky)
Date: Tue, 21 Feb 2006 08:39:54 -0700
Subject: [rt-users] SearchBuilder
Message-ID: <C1BF1C58F42A304A899E2933C220F48A2AF1FB@COMAIL02.digitalglobe.com>

Hi Ahalya,

 

Thanks!

 

Take care!

 

Nick

 

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

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com> 

DigitalGlobe (r), An Imaging and Information Company

http://www.digitalglobe.com <http://www.digitalglobe.com> 

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

________________________________

From: Nathan, Ahalya [mailto:Ahalya_Nathan at mudnebr.com] 
Sent: Tuesday, February 21, 2006 8:38 AM
To: Nick Metrowsky; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] SearchBuilder

 

I have 1.39 running in production and 1.38 in test. Both versions
haven't given me any problems as yet. I think it would be best if you
upgrade to 1.39 version.

 

Thanks,

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

(402) 504-5180 fax

________________________________

From: Nick Metrowsky [mailto:nmetrowsky at digitalglobe.com] 
Sent: Tuesday, February 21, 2006 9:35 AM
To: Nathan, Ahalya; rt-users at lists.bestpractical.com
Cc: Nick Metrowsky
Subject: RE: [rt-users] SearchBuilder

 

Hi Ahalya,

 

One last question, I should install 1.38 and note 1.39?

 

Take care!

 

Nick

 

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

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com> 

DigitalGlobe (r), An Imaging and Information Company

http://www.digitalglobe.com <http://www.digitalglobe.com> 

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

________________________________

From: Nathan, Ahalya [mailto:Ahalya_Nathan at mudnebr.com] 
Sent: Tuesday, February 21, 2006 8:32 AM
To: Nick Metrowsky; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] SearchBuilder

 

Yes I just upgraded the Search builder version using cpan. Mason didn't
give a problem for me after upgrading this version.

 

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

(402) 504-5180 fax

________________________________

From: Nick Metrowsky [mailto:nmetrowsky at digitalglobe.com] 
Sent: Tuesday, February 21, 2006 9:30 AM
To: Nathan, Ahalya; rt-users at lists.bestpractical.com
Cc: Nick Metrowsky
Subject: RE: [rt-users] SearchBuilder

 

Hi Ahalya,

 

Thank you for writing. So, all you did was just upgrade SearchBuilder
and nothing else? I know it sounds like a strange question, but you
never know with Mason.

 

Take care!

 

Nick

 

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

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com> 

DigitalGlobe (r), An Imaging and Information Company

http://www.digitalglobe.com <http://www.digitalglobe.com> 

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

________________________________

From: Nathan, Ahalya [mailto:Ahalya_Nathan at mudnebr.com] 
Sent: Tuesday, February 21, 2006 8:11 AM
To: Nick Metrowsky; Jesse Vincent; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] SearchBuilder

 

When I got this problem, Jesse suggested that I upgrade to the latest
version of search builder so right now I have 1.38 installed. 

 

Thanks,

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

(402) 504-5180 fax

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nick
Metrowsky
Sent: Tuesday, February 21, 2006 8:56 AM
To: Jesse Vincent; rt-users at lists.bestpractical.com
Subject: [rt-users] SearchBuilder

 

Hi Jesse,

 

Like a few others, I am getting the "RT::Attribute::Name Unimplemented"
error. What version of SearchBuilder is safe to run on RT 3.4.4? From
the messages I've seen it is not clear. Also, what else needs to be
upgraded?

 

Take care!

 

Nick

 

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

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com> 

DigitalGlobe (r), An Imaging and Information Company

http://www.digitalglobe.com <http://www.digitalglobe.com> 

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---------

 

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From nmetrowsky at digitalglobe.com  Tue Feb 21 10:57:14 2006
From: nmetrowsky at digitalglobe.com (Nick Metrowsky)
Date: Tue, 21 Feb 2006 08:57:14 -0700
Subject: [rt-users] SearchBuilder V1.39 Error
Message-ID: <C1BF1C58F42A304A899E2933C220F48A2AF205@COMAIL02.digitalglobe.com>

Hi Jesse and Everyone Else,

 

I just installed SearchBuilder 1.39 (stopped apache, cleared the mason
cache and restarted apache) and I was able to generate the
RT::Attribute::Name unimplemented message via Query Builder.

 

The following was what I used on my search:

 

    ( Queue = "U_General"

    OR Queue = "U_Projects" )

AND

    ( Status = "open"

    OR Status = "resolved"

    OR Status = "stalled" )

AND

    ( LastUpdated > '02/13/2006')

 

The above was a saved script, that I just edited and changed the date
from 12/10/2005 to 02/13/2006 using the Advanced function in Query
Builder. After editing, I hit Apply. I was returned to the Query Builder
page, I then clicked Search to get the message.

 

I am running Request Tracker V3.4.4.

 

I cleared the error by using a back arrow and hit submit again, the
script ran fine. I updated the search a few more times and I was not
able to recreate the problem.

 

Could this be a buffer set up issue in my.cnf? I am using the default
medium sized my.cnf provided with MySQL.

 

Take care!

 

Nick

 

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

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com> 

DigitalGlobe (r), An Imaging and Information Company

http://www.digitalglobe.com <http://www.digitalglobe.com> 

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From ben.robson at classicblue.com.au  Tue Feb 21 10:53:49 2006
From: ben.robson at classicblue.com.au (Ben Robson)
Date: Wed, 22 Feb 2006 02:53:49 +1100
Subject: [rt-users] RT For an ISP
Message-ID: <E5D4E084CDBAF84C8D69BC83ACAC5882334966@sydcbsexc001.classicblue.corp>

This link might be of help: http://www.htmlhelp.com/reference/html40/forms/input.html
 
You should be able to (and note I havn't checked this at all) modify the code that shows the ticket creation form and set the READONLY flag on the <INPUT> box for the Requestor.
 
That way the requestor, autofilled, gets displayed, but the user can't edit it.
 
The other way would be to edit the same code, just don't display the $ticket->requestor (not actual syntax) value in a pre-completed <INPUT> box, just display it as text instead.
 
So if the code said <INPUT NAME=requestor VALUE=$ticket->requestor>  change this to just be <B>$ticket->requestor</B> thus removing the ability to change the value.
 
BenR

________________________________

From: rt-users-bounces at lists.bestpractical.com on behalf of Jason Fenner
Sent: Wed 22/02/2006 2:31 AM
To: Mustafa Badawi
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT For an ISP



Have you found a fix for this yet?

Mustafa Badawi wrote:

>Dear All
>
>I am trying to use RT for my dialup clients. I only want my clients to use
>the web interface to create tickets and not the email interface. I have
>created an unprivileged RT account for each of my users. The problem I have
>is that when the user logs on and selects the queue I have provided he/she
>can enter any value in the requestor field thus automatically creating a new
>user as a watcher. The rightful requestor of the ticket (the account I have
>created) cannot actually view the new ticket because he/she has no
>permission to view it.
>Is there a way of forcing the requestor to be the RT account I have already
>created! Keeping in mind that I do not want users seeing all the tickets in
>the queue - only their own tickets.
>Any hints would be greatly appreciated
>
>Mustafa Badawi
>
> 
>
>------------------------------------------------------------------------
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
>Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>San Francisco - Find out more at http://bestpractical.com/services/training.html
>


_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com

WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
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From dshannon at techfluent.com  Tue Feb 21 11:12:20 2006
From: dshannon at techfluent.com (Duncan Shannon)
Date: Tue, 21 Feb 2006 10:12:20 -0600
Subject: [rt-users] Assign e-mail ids
Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB4509C9D1@TF-FS2.internal.techfluent.com>


>I have configured RT & not sure how to assign queues and e-mail ids to
RT. 


Can you be more specific please? Have you tried the mailing list
archives[1] or the wiki [2]

Duncan

[1] - http://archives.free.net.ph/list/rt-users.en.html
[2] - http://wiki.bestpractical.com


From mengland at mengland.net  Tue Feb 21 10:50:55 2006
From: mengland at mengland.net (Matt England)
Date: Tue, 21 Feb 2006 09:50:55 -0600
Subject: [rt-users] View tickets w/out logins? New users create own logins?
Message-ID: <6.1.2.0.2.20060221093736.045938d8@127.0.0.1>

Hello,

I co-manage a software-development collaboration website that employs RT 
among many other tools (like Subversion, MediaWiki, GNUMailman, phpBB, 
Mail2Forum, Bugzilla, etc).

We are planning to make our development project an open-sourced based one, 
and thus make our formerly-private collaboration website into a public one.

Essentially, I'd like to try and provide a structured input for many 
different kinds of requests, including feature requests, tech-support 
requests, etc.  However, I'd like for our project participants to be able 
to view a list of existing requests/tickets (of whatever we want to call 
the things tracked by RT) without having to have an existing RT website 
login or be forced to submit a request/ticket to get a website login.

(We currently run RT 3.4.2 but can upgrad to the latest stuff--3.8?)

I therefore am trying to support these 2 capabilities that I as of yet 
don't know hot to support with RT:

* Anonymous viewing of tickets

I would like to support, with our RT system, anonymous viewing of any 
tickets (lists of outstanding tickets, individual tickets, etc) without 
being forced to go to a login page as our current 3.4.2 system currently 
requires.  (This is also rather tedious even for our internal personnel; 
when I forward a URL link to an existing ticket to someone else via email, 
they are forced to login to RT just to view the ticket at this link, 
something that most users don't care to do, especially if they've never 
logged in before or can't remember their login/password.)

* Allow new users to create logins via website instead of just email

I would like new users to be able to create logins via the website instead 
of just email (the only way I presently know of a non-admin user to create 
a login for themselves is via an email submission of a ticket) so that they 
can go to the ticket website and create new tickets or add to existing ones 
without having to make email submissions.  This is a common feature 
supported by all my other web apps (Bugzilla, phpBB, MediaWiki, etc).  Why 
not RT?


Thanks for any help,
-Matt



From todd at chaka.net  Tue Feb 21 11:29:20 2006
From: todd at chaka.net (Todd Chapman)
Date: Tue, 21 Feb 2006 11:29:20 -0500
Subject: [rt-users] View tickets w/out logins? New users create own logins?
In-Reply-To: <6.1.2.0.2.20060221093736.045938d8@127.0.0.1>
References: <6.1.2.0.2.20060221093736.045938d8@127.0.0.1>
Message-ID: <20060221162920.GR26666@chaka.net>

On Tue, Feb 21, 2006 at 09:50:55AM -0600, Matt England wrote:
> Hello,
> 
> I co-manage a software-development collaboration website that employs RT 
> among many other tools (like Subversion, MediaWiki, GNUMailman, phpBB, 
> Mail2Forum, Bugzilla, etc).
> 
> We are planning to make our development project an open-sourced based one, 
> and thus make our formerly-private collaboration website into a public one.
> 
> Essentially, I'd like to try and provide a structured input for many 
> different kinds of requests, including feature requests, tech-support 
> requests, etc.  However, I'd like for our project participants to be able 
> to view a list of existing requests/tickets (of whatever we want to call 
> the things tracked by RT) without having to have an existing RT website 
> login or be forced to submit a request/ticket to get a website login.
> 
> (We currently run RT 3.4.2 but can upgrad to the latest stuff--3.8?)
> 
> I therefore am trying to support these 2 capabilities that I as of yet 
> don't know hot to support with RT:
> 
> * Anonymous viewing of tickets
> 
> I would like to support, with our RT system, anonymous viewing of any 
> tickets (lists of outstanding tickets, individual tickets, etc) without 
> being forced to go to a login page as our current 3.4.2 system currently 
> requires.  (This is also rather tedious even for our internal personnel; 
> when I forward a URL link to an existing ticket to someone else via email, 
> they are forced to login to RT just to view the ticket at this link, 
> something that most users don't care to do, especially if they've never 
> logged in before or can't remember their login/password.)

Set up a guest account. You could configure RT to automatically
login as guest if no credentials are provided.

> 
> * Allow new users to create logins via website instead of just email
> 
> I would like new users to be able to create logins via the website instead 
> of just email (the only way I presently know of a non-admin user to create 
> a login for themselves is via an email submission of a ticket) so that they 
> can go to the ticket website and create new tickets or add to existing ones 
> without having to make email submissions.  This is a common feature 
> supported by all my other web apps (Bugzilla, phpBB, MediaWiki, etc).  Why 
> not RT?
> 

You could configure RT's login page to create a new user if
no account exists and the login ID used is an e-mail address.
Mis-spellings would be annoying though...

> 
> Thanks for any help,
> -Matt
> 

-Todd


From jesse at bestpractical.com  Tue Feb 21 11:35:03 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 21 Feb 2006 11:35:03 -0500
Subject: [rt-users] View tickets w/out logins? New users create own logins?
In-Reply-To: <20060221162920.GR26666@chaka.net>
References: <6.1.2.0.2.20060221093736.045938d8@127.0.0.1>
	<20060221162920.GR26666@chaka.net>
Message-ID: <20060221163503.GX31943@bestpractical.com>



> > 
> > Essentially, I'd like to try and provide a structured input for many 
> > different kinds of requests, including feature requests, tech-support 
> > requests, etc.  However, I'd like for our project participants to be able 
> > to view a list of existing requests/tickets (of whatever we want to call 
> > the things tracked by RT) without having to have an existing RT website 
> > login or be forced to submit a request/ticket to get a website login.
> > 
> > (We currently run RT 3.4.2 but can upgrad to the latest stuff--3.8?)
> > 
> > I therefore am trying to support these 2 capabilities that I as of yet 
> > don't know hot to support with RT:

I _think_ that most of this could be supported with the extensions to RT
we've made for rt.cpan.org. I'll have a chat with the team about getting
those pushed out to the public svn server.


From modus-rt at pr.es.to  Tue Feb 21 12:18:38 2006
From: modus-rt at pr.es.to (Patrick Michael Kane)
Date: Tue, 21 Feb 2006 09:18:38 -0800
Subject: [rt-users] approving responses
Message-ID: <20060221171837.GB27046@pr.es.to>

Hi All:

We are running RT 3.4.5 and would like to setup an approval system.

Instead of approving ticket creation, though, we'd like to approve
responses.  That is, each time a user in the "untrusted" group
responds to a ticket, the response should get approved by someone in
the "trusted" group before the response is sent to the person who
submitted the ticket.

Is it possible to set this up using scrips?  If so, any pointers on
where to start?

Thanks!
-- 
Patrick Michael Kane
<modus-rt at pr.es.to>


From jfenner at vitamix.com  Tue Feb 21 12:38:34 2006
From: jfenner at vitamix.com (Jason Fenner)
Date: Tue, 21 Feb 2006 12:38:34 -0500
Subject: [rt-users] approving responses
In-Reply-To: <20060221171837.GB27046@pr.es.to>
References: <20060221171837.GB27046@pr.es.to>
Message-ID: <43FB501A.4050107@vitamix.com>

Hmm...off the top of my head, I'm thinking that you could utilize a 
combination of scrips AND custom fields in the tickets for the queues.  
For instance, a field called: Reply approved

Just an initial thought.

Patrick Michael Kane wrote:

>Hi All:
>
>We are running RT 3.4.5 and would like to setup an approval system.
>
>Instead of approving ticket creation, though, we'd like to approve
>responses.  That is, each time a user in the "untrusted" group
>responds to a ticket, the response should get approved by someone in
>the "trusted" group before the response is sent to the person who
>submitted the ticket.
>
>Is it possible to set this up using scrips?  If so, any pointers on
>where to start?
>
>Thanks!
>  
>




From fmml at cedval.org  Tue Feb 21 12:42:05 2006
From: fmml at cedval.org (Francois Meehan)
Date: Tue, 21 Feb 2006 12:42:05 -0500 (EST)
Subject: [rt-users] Mandatory custom fields...
Message-ID: <16656.204.101.172.146.1140543725.squirrel@whoami7.cedval.org>

Hi all,

I am sure this was discuss before, but I could not find information about it.

How can we make a custom field, when entering a ticket via the web
interface, to be mandatory, to force the user to enter a value into it?

Thanks in advance,


Francois


From mengland at mengland.net  Tue Feb 21 12:43:24 2006
From: mengland at mengland.net (Matt England)
Date: Tue, 21 Feb 2006 11:43:24 -0600
Subject: [rt-users] View tickets w/out logins? New users create own logins?
In-Reply-To: <20060221163503.GX31943@bestpractical.com>
References: <6.1.2.0.2.20060221093736.045938d8@127.0.0.1>
	<20060221162920.GR26666@chaka.net>
	<20060221163503.GX31943@bestpractical.com>
Message-ID: <6.1.2.0.2.20060221114141.06da8540@127.0.0.1>

At 2/21/2006 10:35 AM, Jesse Vincent wrote:
> > > I therefore am trying to support these 2 capabilities that I as of yet
> > > don't know hot to support with RT:
>
>I _think_ that most of this could be supported with the extensions to RT
>we've made for rt.cpan.org. I'll have a chat with the team about getting
>those pushed out to the public svn server.

Excellent.  I'll look forward to any further updates; please let me how I 
can help.

We also can take a look at Todd's suggestion for setting up the automatic 
guest account when no login is provided and related additions.

-Matt 



From ESchultz at corp.untd.com  Tue Feb 21 12:44:28 2006
From: ESchultz at corp.untd.com (Schultz, Eric)
Date: Tue, 21 Feb 2006 09:44:28 -0800
Subject: [rt-users] Mandatory custom fields...
Message-ID: <5613F89D78D2F545A40423EBA5535C300D7A27CD@LAXEVS01.lax.corp.int.untd.com>

This is a new feature in RT 3.5.x.  The code actually isn't too much,
and I backported it to use in my 3.4.x instance.  Thankfully, it was
already setup to be used in the database so there wasn't a change
required there as well. 

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
> Of Francois Meehan
> Sent: Tuesday, February 21, 2006 9:42 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Mandatory custom fields...
> 
> Hi all,
> 
> I am sure this was discuss before, but I could not find 
> information about it.
> 
> How can we make a custom field, when entering a ticket via the web
> interface, to be mandatory, to force the user to enter a 
> value into it?
> 
> Thanks in advance,
> 
> 
> Francois
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly 
> Media at http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at 
> http://bestpractical.com/services/training.html
> 


From purp at acm.org  Tue Feb 21 13:08:57 2006
From: purp at acm.org (Jim Meyer)
Date: Tue, 21 Feb 2006 10:08:57 -0800
Subject: [rt-users] rt database w/ multiple instances
In-Reply-To: <20060219185426.GP26666@chaka.net>
References: <200602182303.k1IN3oed031960@remora.cc.uic.edu>
	<200602181743.10088.corey_s@qwest.net>
	<20060219185426.GP26666@chaka.net>
Message-ID: <1140545337.23280.2.camel@zodiac.pdi.com>

Hello!

On Sun, 2006-02-19 at 13:54 -0500, Todd Chapman wrote:
> You also need separate RT/perl instances. If you are using mod_perl
> you will need to switch to FastCGI.

... or fire up two separate instances of apache running with separate
config files on separate ports; this will then give you two separate
mod_perl instances. My colleague Russell worked this out.

Not for the faint at heart, though.

Cheers!

--j
-- 
Jim Meyer, Geek at Large                                    purp at acm.org



From travis.campbell at amd.com  Tue Feb 21 14:16:51 2006
From: travis.campbell at amd.com (Travis Campbell)
Date: Tue, 21 Feb 2006 13:16:51 -0600
Subject: [rt-users] Mandatory custom fields...
In-Reply-To: <5613F89D78D2F545A40423EBA5535C300D7A27CD@LAXEVS01.lax.corp.int.untd.com>
References: <5613F89D78D2F545A40423EBA5535C300D7A27CD@LAXEVS01.lax.corp.int.untd.com>
Message-ID: <20060221191651.GI26037@mpdtxmail.amd.com>

On Tue, Feb 21, 2006 at 09:44:28AM -0800, Schultz, Eric wrote:
> This is a new feature in RT 3.5.x.  The code actually isn't too much,
> and I backported it to use in my 3.4.x instance.  Thankfully, it was
> already setup to be used in the database so there wasn't a change
> required there as well. 

Any chance you could provide diffs for 3.4.X for those of us who haven't had a
chance to play with 3.5.X?  Mandatory custom fields could provide some 
useful enhancements to my RT installation.

Thanks,
Travis
-- 
 Travis Campbell  -  Unix Systems Administrator =    travis at mpdtxmail.amd.com
    5900 E. Ben White Blvd, Austin, TX 78741    =     travis.campbell at amd.com
    TEL: (512) 602-1888  PAG: (512) 604-0341    = webmaster at mpdtxmail.amd.com  
=============================================================================
      "Does anything work as expected?"  Yes.  An axe through the CPU.



From jboris at adphila.org  Tue Feb 21 13:52:41 2006
From: jboris at adphila.org (John  Boris)
Date: Tue, 21 Feb 2006 13:52:41 -0500
Subject: [rt-users] Problems installing mod_perl 2.0
Message-ID: <s3fb1b32.005@gw1.adphila.org>

I am trying to install RT on Fedora Core 3. When I try to re-start
Apache it complains about mod_perl 2.0 not being installed. I have
mod_perl 1.99 installed. I have been trying to upgrade to mod_perl 2.0
but I keep hitting walls. I removed mod_perl 1.99 and I am trying to get
CPAN to install mod_perl but it keeps aborting asking for Apache Version
1.30. I have the following Apache Installed:

 /usr/sbin/httpd -V
Server version: Apache/2.0.53
Server built:   Sep  5 2005 09:37:41
Architecture:   64-bit

I know I am missing something here. I started looking into installing
Fastcgi but that looks as complicated as this. Any ointers to how to get
past this problem.

TIA




John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"




From jesse at bestpractical.com  Tue Feb 21 14:21:00 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 21 Feb 2006 14:21:00 -0500
Subject: [rt-users] Mandatory custom fields...
In-Reply-To: <20060221191651.GI26037@mpdtxmail.amd.com>
References: <5613F89D78D2F545A40423EBA5535C300D7A27CD@LAXEVS01.lax.corp.int.untd.com>
	<20060221191651.GI26037@mpdtxmail.amd.com>
Message-ID: <20060221192100.GK31943@bestpractical.com>




On Tue, Feb 21, 2006 at 01:16:51PM -0600, Travis Campbell wrote:
> On Tue, Feb 21, 2006 at 09:44:28AM -0800, Schultz, Eric wrote:
> > This is a new feature in RT 3.5.x.  The code actually isn't too much,
> > and I backported it to use in my 3.4.x instance.  Thankfully, it was
> > already setup to be used in the database so there wasn't a change
> > required there as well. 
> 
> Any chance you could provide diffs for 3.4.X for those of us who haven't had a
> chance to play with 3.5.X?  Mandatory custom fields could provide some 
> useful enhancements to my RT installation.

You can also play with the "Chaldea" experimental branch.
> 
> Thanks,
> Travis
> -- 
>  Travis Campbell  -  Unix Systems Administrator =    travis at mpdtxmail.amd.com
>     5900 E. Ben White Blvd, Austin, TX 78741    =     travis.campbell at amd.com
>     TEL: (512) 602-1888  PAG: (512) 604-0341    = webmaster at mpdtxmail.amd.com  
> =============================================================================
>       "Does anything work as expected?"  Yes.  An axe through the CPU.
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
> 

-- 


From jfenner at vitamix.com  Tue Feb 21 14:29:06 2006
From: jfenner at vitamix.com (Jason Fenner)
Date: Tue, 21 Feb 2006 14:29:06 -0500
Subject: [rt-users] Offline edits?
Message-ID: <43FB6A02.1030208@vitamix.com>

Just a quick question...

I noticed that in Tools -> Offline
There is a screen called "Offline Edits".  I cannot fine in the Wikki 
what the heck that is used for.  Can anyone toss me a clue?



From fmml at cedval.org  Tue Feb 21 14:36:53 2006
From: fmml at cedval.org (Francois Meehan)
Date: Tue, 21 Feb 2006 14:36:53 -0500 (EST)
Subject: [rt-users] Mandatory custom fields...
In-Reply-To: <20060221192100.GK31943@bestpractical.com>
References: <5613F89D78D2F545A40423EBA5535C300D7A27CD@LAXEVS01.lax.corp.int.untd.com><20060221191651.GI26037@mpdtxmail.amd.com>
	<20060221192100.GK31943@bestpractical.com>
Message-ID: <59194.204.101.172.146.1140550613.squirrel@whoami7.cedval.org>

Hi,

Unfortunatly this is on a production system, it would be ok to back-port a
portion of the code as Eric mentionned before, but not the whole RT beta
version...

Regards,


Fran?ois

>
>
>
> On Tue, Feb 21, 2006 at 01:16:51PM -0600, Travis Campbell wrote:
>> On Tue, Feb 21, 2006 at 09:44:28AM -0800, Schultz, Eric wrote:
>> > This is a new feature in RT 3.5.x.  The code actually isn't too much,
>> > and I backported it to use in my 3.4.x instance.  Thankfully, it was
>> > already setup to be used in the database so there wasn't a change
>> > required there as well.
>>
>> Any chance you could provide diffs for 3.4.X for those of us who haven't
>> had a
>> chance to play with 3.5.X?  Mandatory custom fields could provide some
>> useful enhancements to my RT installation.
>
> You can also play with the "Chaldea" experimental branch.
>>
>> Thanks,
>> Travis
>> --
>>  Travis Campbell  -  Unix Systems Administrator =
>> travis at mpdtxmail.amd.com
>>     5900 E. Ben White Blvd, Austin, TX 78741    =
>> travis.campbell at amd.com
>>     TEL: (512) 602-1888  PAG: (512) 604-0341    =
>> webmaster at mpdtxmail.amd.com
>> =============================================================================
>>       "Does anything work as expected?"  Yes.  An axe through the CPU.
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>
>> Download a free sample chapter of RT Essentials from O'Reilly Media at
>> http://rtbook.bestpractical.com
>>
>> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>> San Francisco - Find out more at
>> http://bestpractical.com/services/training.html
>>
>
> --
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at
> http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at
> http://bestpractical.com/services/training.html
>



From jfenner at vitamix.com  Tue Feb 21 14:46:37 2006
From: jfenner at vitamix.com (Jason Fenner)
Date: Tue, 21 Feb 2006 14:46:37 -0500
Subject: [rt-users] Explain different types of customer fields
Message-ID: <43FB6E1D.1050609@vitamix.com>

I'm a little confused about the concept of Custom Fields in RT.

What is the difference between a "Ticket" custom field and a "Ticket 
Transactions" custom field?
And how are they functionally different? 
What would be a good example of how they're differences would be in use?

Thanks again!




From dshannon at techfluent.com  Tue Feb 21 14:55:55 2006
From: dshannon at techfluent.com (Duncan Shannon)
Date: Tue, 21 Feb 2006 13:55:55 -0600
Subject: [rt-users] Offline edits?
Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB4516E78D@TF-FS2.internal.techfluent.com>

> 
> I noticed that in Tools -> Offline
> There is a screen called "Offline Edits".  I cannot fine in the Wikki
> what the heck that is used for.  Can anyone toss me a clue?

Heh, good question. You might find something in the mailing lists... 

IIRC, you can use it to import collect data in that format off line, and
then import it into RT when you are back online (or have access again to
RT) but im not 100% sure.

I'd be curious to know how/if people are using it to better understand
the intent.

duncan



From travis.campbell at amd.com  Tue Feb 21 14:09:54 2006
From: travis.campbell at amd.com (Travis Campbell)
Date: Tue, 21 Feb 2006 13:09:54 -0600
Subject: [rt-users] Building Upon the Concept from
	AutogeneratedPassword (fwd)
In-Reply-To: <20060215211836.K13120@spaceball1.doogles.com>
References: <20060215211836.K13120@spaceball1.doogles.com>
Message-ID: <20060221190954.GH26037@mpdtxmail.amd.com>

On Wed, Feb 15, 2006 at 09:20:13PM -0500, doogles at doogles.com wrote:
> It occured to me that the passwords are encrypted in the database, which 
> is likely the reason this isn't trivial.  Is the password encryption 
> one-way?  Is this something I could turn off?
> 
> The customers we have using RT love the SelfService interface, but as I 
> mentioned, they tend to forget their password.  Has anyone else done up 
> something like a "Forgot password, send me a new one"-type functionality 
> that they would be willing to share?  This has become quite an 
> administration headache for me.

See http://wiki.bestpractical.com/index.cgi?PasswordReminder

Travis
-- 
 Travis Campbell  -  Unix Systems Administrator =    travis at mpdtxmail.amd.com
    5900 E. Ben White Blvd, Austin, TX 78741    =     travis.campbell at amd.com
    TEL: (512) 602-1888  PAG: (512) 604-0341    = webmaster at mpdtxmail.amd.com  
=============================================================================
      "Does anything work as expected?"  Yes.  An axe through the CPU.



From lvanderf at internode.com.au  Tue Feb 21 15:17:53 2006
From: lvanderf at internode.com.au (Luke Vanderfluit)
Date: Wed, 22 Feb 2006 06:47:53 +1030
Subject: [rt-users] send email to a few people on ticket create
In-Reply-To: <28612698BFE51241AB8EF079C3230A8B432C1E@EXC-1.247ms.com>
References: <28612698BFE51241AB8EF079C3230A8B432C1E@EXC-1.247ms.com>
Message-ID: <43FB7571.7000601@internode.com.au>

Hi Bj?rn.

Bj?rn Skovlund Ryd?n wrote:

>Hi Luke
>
>Did you find a solution to this problem? I'm looking for the same thing, more or less.
>
>I want to inform a group of people whenever a ticket is created. I got this far:
>
>
>my $users = new RT::Users($RT::SystemUser);
>$users->MemberOfGroup("2061");
>while( my $user = $users->Next )
>{
>   $RT::Logger->info( "Found member of group: ". $user->Name );
>}
>
>This is Custom Action - but I don't know how to pass these users I find on to a template.
>  
>
I deleted the user as admincc then added them in the template:
Then as Jesse suggested:

Create a scrip with
/~~~~~~~~~~~~~~~~~~~~~~~~
Condition: On Create
Action: Notify Other Recipients
Template: my custom template
Stage: TransactionCreate
\________________________

The template looks like this:
(basically a copy of the transaction template)
/~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
To: foo at bar
Subject: { $Ticket->Subject() }


{$Transaction->CreatedAsString}: Request {$Ticket->id} was acted upon.
Transaction: {$Transaction->Description}
       Queue: {$Ticket->QueueObj->Name}
     Subject: {$Transaction->Subject || $Ticket->Subject || "(No subject 
given)"}
       Owner: {$Ticket->OwnerObj->Name}
  Requestors: {$Ticket->RequestorAddresses}
      Status: {$Ticket->Status}
 Ticket <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >


{$Transaction->Content()}
\_________________________________

Hope this helps.
Kind regards.

Luke.






>Cheers, Bj?rn
>
>
>  
>
>>-----Original Message-----
>>From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
>>bounces at lists.bestpractical.com] On Behalf Of Luke Vanderfluit
>>Sent: 19. februar 2006 23:48
>>To: rt-users at lists.bestpractical.com
>>Subject: [rt-users] send email to a few people on ticket create
>>
>>Hi.
>>
>>In one queue I need to send an email to 2 people, only when a ticket is
>>created.
>>
>>They shouldn't receive emails on correspond or on comment.
>>
>>So I think I should write a custom scrip for that queue, right?
>>
>>Any tips would be appreciated.
>>
>>Thanks.
>>Kind regards.
>>
>>--
>>Luke
>>
>>_______________________________________________
>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>
>>Download a free sample chapter of RT Essentials from O'Reilly Media at
>>http://rtbook.bestpractical.com
>>
>>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>>San Francisco - Find out more at
>>http://bestpractical.com/services/training.html
>>    
>>
>
>  
>


-- 
Luke

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From futurahost at futurahost.com  Tue Feb 21 15:18:41 2006
From: futurahost at futurahost.com (Pablo Povarchik - FuturaHost.Com)
Date: Tue, 21 Feb 2006 21:18:41 +0100
Subject: [rt-users] On correspond notify staff
In-Reply-To: <20060221145651.38BAA4D81E6@diesel.bestpractical.com>
References: <20060221145651.38BAA4D81E6@diesel.bestpractical.com>
Message-ID: <1140553121.3490.121.camel@notebook.futurahostdns.com>


	Hello

On Tue, 2006-02-21 at 09:56 -0500, rt-users-
request at lists.bestpractical.com wrote:
>    4. On correspond notify staff (Pablo Povarchik - FuturaHost.Com)

	Any clues for me?

Thanks

-- 
Pablo Povarchik de Carrasquedo

Quality Colocation and Dedicated Servers services
Colocation facilities include Fremont California, 
London UK and Trento Italy

+------- FuturaHost.Com - Industrial & Business Class ISP --------+
|          Web Hosting - Dedicated Servers - Colocation
| info at futurahost.com - http://futurahost.com/ - (+39) 0461 592710
| Get a high quality full cabinet with 5Mbps full burst included
|        for only ?700/month, availability also in London
+-----------------------------------------------------------------+



From justin at cityfone.net  Tue Feb 21 15:33:23 2006
From: justin at cityfone.net (Justin Zygmont)
Date: Tue, 21 Feb 2006 12:33:23 -0800
Subject: [rt-users] Problems installing mod_perl 2.0
In-Reply-To: <s3fb1b32.005@gw1.adphila.org>
References: <s3fb1b32.005@gw1.adphila.org>
Message-ID: <43FB7913.2030805@cityfone.net>

from the install guide in the WIKI, it explains how to use fastcgi if it 
is less trouble.  I found it was pretty easy to install it.



John Boris wrote:
> I am trying to install RT on Fedora Core 3. When I try to re-start
> Apache it complains about mod_perl 2.0 not being installed. I have
> mod_perl 1.99 installed. I have been trying to upgrade to mod_perl 2.0
> but I keep hitting walls. I removed mod_perl 1.99 and I am trying to get
> CPAN to install mod_perl but it keeps aborting asking for Apache Version
> 1.30. I have the following Apache Installed:
> 
>  /usr/sbin/httpd -V
> Server version: Apache/2.0.53
> Server built:   Sep  5 2005 09:37:41
> Architecture:   64-bit
> 
> I know I am missing something here. I started looking into installing
> Fastcgi but that looks as complicated as this. Any ointers to how to get
> past this problem.
> 
> TIA
> 
> 
> 
> 
> John J. Boris, Sr.
> JEN-A-SyS Administrator
> Archdiocese of Philadelphia
> 
> "Remember! That light at the end of the tunnel
> Just might be the headlight of an oncoming train!"
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
> 
> 


From mhess at greenhillsschool.org  Tue Feb 21 15:27:54 2006
From: mhess at greenhillsschool.org (Michael Hess)
Date: Tue, 21 Feb 2006 15:27:54 -0500
Subject: [rt-users] ACLs on comments
Message-ID: <fc.00870b9c00503d2400870b9c00503d24.503d25@greenhillsschool.org>

How hard would it be to create an ACL on comments so that when a user adds
a comment, he or she, can give a group access to read that comment, if a
user is not a member of that group, he or she can not read the comment?

Michael

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From jb at smarterliving.com  Tue Feb 21 15:50:15 2006
From: jb at smarterliving.com (JB Segal)
Date: Tue, 21 Feb 2006 15:50:15 -0500
Subject: [rt-users] 3.4.5 Bulk ticket update: Custom fields?
Message-ID: <20060221205015.GK15424@smarterliving.com>

Is there any way to update custom fields on a pile of tickets at once?

The 'Update multiple tickets' button gives me
X   Update selected tickets    	  
 Make Owner: 	( Force change)
 Add Requestor: 	
 Remove Requestor: 	
 Add Cc: 	
 Remove Cc: 	
 Add AdminCc: 	
 Remove AdminCc: 	
 	
 Make subject: 	
 Make priority: 	
 Make queue: 	
 Make Status: 	
 Make date Starts: 	
 Make date Started: 	
 Make date Told: 	
 Make date Due: 	
 Make date Resolved: 	
X  Add comments or replies to selected tickets 	 
 Update Type: 	
 Subject:	
 Attach:	
 Message:	
X  Edit Links 	 
 Enter tickets or URIs to link tickets to. Separate multiple entries with
 spaces.
 Merge into: 	(only one ticket)
 Depends on: 	
 Depended on by: 	
 Parents: 	
 Children: 	
 Refers to: 	
 Referred to by: 	

but I'd really like (Ok, a queue owner who has MANY tickets to update in
a queue-and-department reorg would REALLY LIKE) a 
X  Custom Fields
 CF1:
 CF2:
 . . . etc

option.

Thanks,
JB
--
JB Segal		617-886-5575		www.smartertravel.com
Systems/Network Admin.	465 Medford St. Ste 400	www.bookingbuddy.com
Smarter Living, Inc.	Boston, MA 02129	www.tripmania.com


From ESchultz at corp.untd.com  Tue Feb 21 16:19:43 2006
From: ESchultz at corp.untd.com (Schultz, Eric)
Date: Tue, 21 Feb 2006 13:19:43 -0800
Subject: [rt-users] Mandatory custom fields...
Message-ID: <5613F89D78D2F545A40423EBA5535C300D98139C@LAXEVS01.lax.corp.int.untd.com>

The problem is it isn't just a straight diff.  I have made several other
modifications to a lot of the files.  I made further modifications for
the CF code because I didn't like the fact that if you provided a regex,
that implied that the CF was mandatory.  In other words, I wanted to be
able to say, "if you put a value in, it has to match what looks like a
year", which is different than what is currently in the code ("you have
to enter a year value and I'll squawk if it's blank").

Other problems I ran into/things I changed:

- for select one/multiple boxes, if the field was mandatory, shouldn't
display "no value" (since you must have a value)
- required custom fields show up with font in red so it's easy to tell
what's required and what isn't
- when creating a ticket, if you didn't provide a valid CF value, you
would get kicked back to the creation page without an error (fixed this)
- made sure that for a select multiple that is mandatory, you always
have at least one value selected
- ripped out the widget box for the validation field when modifying a
CF.  I didn't like how the js rendered, and I figured since I am the
only one administering it, I don't need to have a couple to select since
I know how to do them, so I made this a regular text field

Oh, and sorry, I misspoke about there not being a lot of changes.  That
must have been some other feature I was thinking of :-)  Since I can't
provide a useable diff without including other changes I've made that
you may not care about, I figure the least I can do is show you the
files that I had to change:

lib/RT/CustomField_Overlay.pm   # imported changes from 3.5.6 and hacked
in my changes for differentiating mandatory from non-mandatory patterns
lib/RT/CustomField.pm           # straight import of new code from 3.5.6
lib/RT/CustomFieldValues.pm     # straight import of new code from 3.5.6
lib/RT/CustomFields_Overlay.pm  # straight import of new code from 3.5.6
lib/RT/ObjectCustomFieldValues_Overlay.pm  # straight import of new code
from 3.5.6
lib/RT/ObjectCustomFieldValue_Overlay.pm   # straight import of new code
from 3.5.6
share/html/Ticket/Create.html   # added code from 3.5.6 and put in call
to ListActions to show CF validation errors
share/html/Admin/CustomFields/Modify.html  # added code from 3.5.6, but
replaced combobox widget
share/html/Elements/EditCustomFieldSelect  # added code that prevents
"no value" from being displayed if this is a mandatory CF
share/html/Elements/SelectCustomFieldValue  # added code that prevents
"no value" from being displayed if this is a mandatory CF
lib/RT/Record.pm   # made CF error messages clearer and unified them
share/html/Ticket/Elements/EditCustomFields  # Added red font tags for
mandatory custom fields (and display a hint that red = required, but
only when there are custom fields that are red)

added from 3.5.x to 3.4.x:

lib/RT/CustomFieldValue_Overlay.pm
share/html/Elements/ValidateCustomFields

Of course, you may not need all of those changes if you don't have my
requirements.  You should be able to just get the newer versions of the
files I mentioned I got from 3.5.6, and everything will "just work" from
there.


> -----Original Message-----
> From: Travis Campbell [mailto:travis.campbell at amd.com] 
> Sent: Tuesday, February 21, 2006 11:17 AM
> To: Schultz, Eric
> Cc: fmml at cedval.org; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Mandatory custom fields...
> 
> On Tue, Feb 21, 2006 at 09:44:28AM -0800, Schultz, Eric wrote:
> > This is a new feature in RT 3.5.x.  The code actually isn't 
> too much,
> > and I backported it to use in my 3.4.x instance.  Thankfully, it was
> > already setup to be used in the database so there wasn't a change
> > required there as well. 
> 
> Any chance you could provide diffs for 3.4.X for those of us 
> who haven't had a
> chance to play with 3.5.X?  Mandatory custom fields could 
> provide some 
> useful enhancements to my RT installation.
> 
> Thanks,
> Travis
> -- 
>  Travis Campbell  -  Unix Systems Administrator =    
> travis at mpdtxmail.amd.com
>     5900 E. Ben White Blvd, Austin, TX 78741    =     
> travis.campbell at amd.com
>     TEL: (512) 602-1888  PAG: (512) 604-0341    = 
> webmaster at mpdtxmail.amd.com  
> ==============================================================
> ===============
>       "Does anything work as expected?"  Yes.  An axe through the CPU.
> 
> 


From ESchultz at corp.untd.com  Tue Feb 21 16:41:02 2006
From: ESchultz at corp.untd.com (Schultz, Eric)
Date: Tue, 21 Feb 2006 13:41:02 -0800
Subject: [rt-users] 3.4.5 Bulk ticket update: Custom fields?
Message-ID: <5613F89D78D2F545A40423EBA5535C300D9813E5@LAXEVS01.lax.corp.int.untd.com>

Search through the archives, someone contributed some code for this.  I
didn't save the URL, unfortunately, from when I grabbed it.  However, I
didn't like the code much, it didn't work too well, so I just used an
idea or two and expanded it for my own use.  I had originally included
this as another section on the bulk update page, but decided instead to
have a separate bulk CF update page.  I think my code checks to make
sure that if you change a CF, that change only gets applied to the
queues it is associated with (e.g., your query returns tickets from more
than one queue).

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
> Of JB Segal
> Sent: Tuesday, February 21, 2006 12:50 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] 3.4.5 Bulk ticket update: Custom fields?
> 
> Is there any way to update custom fields on a pile of tickets at once?
> 
> The 'Update multiple tickets' button gives me
> X   Update selected tickets    	  
>  Make Owner: 	( Force change)
>  Add Requestor: 	
>  Remove Requestor: 	
>  Add Cc: 	
>  Remove Cc: 	
>  Add AdminCc: 	
>  Remove AdminCc: 	
>  	
>  Make subject: 	
>  Make priority: 	
>  Make queue: 	
>  Make Status: 	
>  Make date Starts: 	
>  Make date Started: 	
>  Make date Told: 	
>  Make date Due: 	
>  Make date Resolved: 	
> X  Add comments or replies to selected tickets 	 
>  Update Type: 	
>  Subject:	
>  Attach:	
>  Message:	
> X  Edit Links 	 
>  Enter tickets or URIs to link tickets to. Separate multiple 
> entries with
>  spaces.
>  Merge into: 	(only one ticket)
>  Depends on: 	
>  Depended on by: 	
>  Parents: 	
>  Children: 	
>  Refers to: 	
>  Referred to by: 	
> 
> but I'd really like (Ok, a queue owner who has MANY tickets 
> to update in
> a queue-and-department reorg would REALLY LIKE) a 
> X  Custom Fields
>  CF1:
>  CF2:
>  . . . etc
> 
> option.
> 
> Thanks,
> JB
> --
> JB Segal		617-886-5575		www.smartertravel.com
> Systems/Network Admin.	465 Medford St. Ste 400	
> www.bookingbuddy.com
> Smarter Living, Inc.	Boston, MA 02129	www.tripmania.com
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly 
> Media at http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at 
> http://bestpractical.com/services/training.html
> 


From jb at smarterliving.com  Tue Feb 21 16:56:13 2006
From: jb at smarterliving.com (JB Segal)
Date: Tue, 21 Feb 2006 16:56:13 -0500
Subject: [rt-users] 3.4.5 Bulk ticket update: Custom fields?
In-Reply-To: <5613F89D78D2F545A40423EBA5535C300D9813E5@LAXEVS01.lax.corp.int.untd.com>
References: <5613F89D78D2F545A40423EBA5535C300D9813E5@LAXEVS01.lax.corp.int.untd.com>
Message-ID: <20060221215613.GL15424@smarterliving.com>

Quoth Schultz, Eric (ESchultz at corp.untd.com):
> Search through the archives, someone contributed some code for this.  I
> didn't save the URL, unfortunately, from when I grabbed it.  However, I
> didn't like the code much, it didn't work too well, so I just used an
> idea or two and expanded it for my own use.  I had originally included
> this as another section on the bulk update page, but decided instead to
> have a separate bulk CF update page.  I think my code checks to make
> sure that if you change a CF, that change only gets applied to the
> queues it is associated with (e.g., your query returns tickets from more
> than one queue).
> 

Are you able to publish your code?

Thanks,
JB
--
JB Segal		617-886-5575		www.smartertravel.com
Systems/Network Admin.	465 Medford St. Ste 400	www.bookingbuddy.com
Smarter Living, Inc.	Boston, MA 02129	www.tripmania.com


From sunzhoujian at yahoo.com  Tue Feb 21 17:28:20 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Tue, 21 Feb 2006 14:28:20 -0800 (PST)
Subject: [rt-users] Dependencies are missing
Message-ID: <20060221222820.18526.qmail@web33803.mail.mud.yahoo.com>

Hello everyone,

I got a book about RT and try to install RT correctly.
However, I kept getting dependencies errors. I tried
to fix that one by make fixdeps. However, I
encountered the problems.


[root at osg-tg2 rt-3.4.5]# make testdeps
/usr/local/bin/perl ./sbin/rt-test-dependencies
--verbose --with-mysql
perl:
        5.8.3...found
users:
        rt group (rt)...found
        bin owner (root)...found
        libs owner (root)...found
        libs group (bin)...found
        web owner (apache)...found
        web group (apache)...found
MASON dependencies:
        Params::Validate 0.02...found
        Cache::Cache ...found
        Exception::Class 1.14...found
        HTML::Mason 1.23...found
        MLDBM ...found
        Errno ...found
        FreezeThaw ...found
        Digest::MD5 2.27...found
        CGI::Cookie 1.20...found
        Storable 2.08...found
        Apache::Session 1.53...found
        XML::RSS 1.05...found
        HTTP::Server::Simple 0.07...MISSING
        HTTP::Server::Simple::Mason 0.09...MISSING
        Text::WikiFormat ...found
MAILGATE dependencies:
        HTML::TreeBuilder ...MISSING
        HTML::FormatText ...MISSING
        Getopt::Long ...found
        LWP::UserAgent ...found
CLI dependencies:
        Getopt::Long 2.24...found
CORE dependencies:
        Digest::base ...found
        Digest::MD5 2.27...found
        DBI 1.37...MISSING
        Test::Inline ...found
        Class::ReturnValue 0.40...MISSING
        DBIx::SearchBuilder 1.35...MISSING
        Text::Template ...MISSING
        File::Spec 0.8...found
        HTML::Entities ...found
        HTML::Scrubber 0.08...MISSING
        Net::Domain ...found
        Log::Dispatch 2.0...MISSING
        Locale::Maketext 1.06...found
        Locale::Maketext::Lexicon 0.32...MISSING
        Locale::Maketext::Fuzzy ...MISSING
        MIME::Entity 5.108...MISSING
        Mail::Mailer 1.57...MISSING
        Net::SMTP ...found
        Text::Wrapper ...MISSING
        Time::ParseDate ...MISSING
        Time::HiRes ...found
        File::Temp ...found
        Term::ReadKey ...MISSING
        Text::Autoformat ...MISSING
        Text::Quoted 1.3...MISSING
        Tree::Simple 1.04...MISSING
        Scalar::Util ...found
        Module::Versions::Report ...MISSING
        Cache::Simple::TimedExpiry ...MISSING
        XML::Simple ...MISSING
DEV dependencies:
        Regexp::Common ...found
        Test::Inline ...found
        Apache::Test ...MISSING
        HTML::Form ...found
        HTML::TokeParser ...found
        WWW::Mechanize ...MISSING
        Test::WWW::Mechanize ...MISSING
        Module::Refresh 0.03...MISSING
MYSQL dependencies:
        DBD::mysql 2.1018...MISSING
 
SOMETHING WAS MISSING!


  CPAN.pm: Going to build
J/JE/JESSE/HTTP-Server-Simple-Mason-0.09.tar.gz
 
Checking if your kit is complete...
Looks good
Warning: prerequisite HTTP::Server::Simple 0.04 not
found.
Writing Makefile for HTTP::Server::Simple::Mason
---- Unsatisfied dependencies detected during
[J/JE/JESSE/HTTP-Server-Simple-Mason-0.09.tar.gz]
-----
    HTTP::Server::Simple
Shall I follow them and prepend them to the queue
of modules we are processing right now? [yes]

What should I choose for this question?

Thanks,
--Paul


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From sunzhoujian at yahoo.com  Tue Feb 21 17:35:20 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Tue, 21 Feb 2006 14:35:20 -0800 (PST)
Subject: [rt-users] Re: Dependencies are missing
In-Reply-To: <20060221222820.18526.qmail@web33803.mail.mud.yahoo.com>
Message-ID: <20060221223520.84885.qmail@web33801.mail.mud.yahoo.com>

Once I choosed 'yes', I got error like below:

alling'
#     doesn't match '(?-xism:server_port: 13432)'
t/04cgi............NOK 7early exit from `connect'
stage; Interrupted system call at t/04cgi.t line 125,
<DATA> line 16.
 
#   Failed test 'method - path_info'
#   in t/04cgi.t at line 43.
#                   'timed out during connect() - may
be caused by a missing or broken loopback interface,
or firewalling'
#     doesn't match '(?-xism:path_info:
/cgitest/path_info)'
t/04cgi............NOK 8early exit from `connect'
stage; Interrupted system call at t/04cgi.t line 125,
<DATA> line 16.
 
#   Failed test 'method - server_name'
#   in t/04cgi.t at line 43.
#                   'timed out during connect() - may
be caused by a missing or broken loopback interface,
or firewalling'
#     doesn't match '(?-xism:server_name:
localhost.localdomain)'
t/04cgi............NOK 9early exit from `connect'
stage; Interrupted system call at t/04cgi.t line 125,
<DATA> line 16.
 
#   Failed test 'Environment - SERVER_NAME'
#   in t/04cgi.t at line 52.
#                   'timed out during connect() - may
be caused by a missing or broken loopback interface,
or firewalling'
#     doesn't match '(?-xism:SERVER_NAME:
localhost.localdomain)'
t/04cgi............NOK 10early exit from `connect'
stage; Interrupted system call at t/04cgi.t line 125,
<DATA> line 16.
 
#   Failed test 'Environment - REMOTE_ADDR'
#   in t/04cgi.t at line 52.
#                   'timed out during connect() - may
be caused by a missing or broken loopback interface,
or firewalling'
#     doesn't match '(?-xism:REMOTE_ADDR: 127.0.0.1)'

Any suggestions from you?


--- zhou jian <sunzhoujian at yahoo.com> wrote:

> Hello everyone,
> 
> I got a book about RT and try to install RT
> correctly.
> However, I kept getting dependencies errors. I tried
> to fix that one by make fixdeps. However, I
> encountered the problems.
> 
> 
> [root at osg-tg2 rt-3.4.5]# make testdeps
> /usr/local/bin/perl ./sbin/rt-test-dependencies
> --verbose --with-mysql
> perl:
>         5.8.3...found
> users:
>         rt group (rt)...found
>         bin owner (root)...found
>         libs owner (root)...found
>         libs group (bin)...found
>         web owner (apache)...found
>         web group (apache)...found
> MASON dependencies:
>         Params::Validate 0.02...found
>         Cache::Cache ...found
>         Exception::Class 1.14...found
>         HTML::Mason 1.23...found
>         MLDBM ...found
>         Errno ...found
>         FreezeThaw ...found
>         Digest::MD5 2.27...found
>         CGI::Cookie 1.20...found
>         Storable 2.08...found
>         Apache::Session 1.53...found
>         XML::RSS 1.05...found
>         HTTP::Server::Simple 0.07...MISSING
>         HTTP::Server::Simple::Mason 0.09...MISSING
>         Text::WikiFormat ...found
> MAILGATE dependencies:
>         HTML::TreeBuilder ...MISSING
>         HTML::FormatText ...MISSING
>         Getopt::Long ...found
>         LWP::UserAgent ...found
> CLI dependencies:
>         Getopt::Long 2.24...found
> CORE dependencies:
>         Digest::base ...found
>         Digest::MD5 2.27...found
>         DBI 1.37...MISSING
>         Test::Inline ...found
>         Class::ReturnValue 0.40...MISSING
>         DBIx::SearchBuilder 1.35...MISSING
>         Text::Template ...MISSING
>         File::Spec 0.8...found
>         HTML::Entities ...found
>         HTML::Scrubber 0.08...MISSING
>         Net::Domain ...found
>         Log::Dispatch 2.0...MISSING
>         Locale::Maketext 1.06...found
>         Locale::Maketext::Lexicon 0.32...MISSING
>         Locale::Maketext::Fuzzy ...MISSING
>         MIME::Entity 5.108...MISSING
>         Mail::Mailer 1.57...MISSING
>         Net::SMTP ...found
>         Text::Wrapper ...MISSING
>         Time::ParseDate ...MISSING
>         Time::HiRes ...found
>         File::Temp ...found
>         Term::ReadKey ...MISSING
>         Text::Autoformat ...MISSING
>         Text::Quoted 1.3...MISSING
>         Tree::Simple 1.04...MISSING
>         Scalar::Util ...found
>         Module::Versions::Report ...MISSING
>         Cache::Simple::TimedExpiry ...MISSING
>         XML::Simple ...MISSING
> DEV dependencies:
>         Regexp::Common ...found
>         Test::Inline ...found
>         Apache::Test ...MISSING
>         HTML::Form ...found
>         HTML::TokeParser ...found
>         WWW::Mechanize ...MISSING
>         Test::WWW::Mechanize ...MISSING
>         Module::Refresh 0.03...MISSING
> MYSQL dependencies:
>         DBD::mysql 2.1018...MISSING
>  
> SOMETHING WAS MISSING!
> 
> 
>   CPAN.pm: Going to build
> J/JE/JESSE/HTTP-Server-Simple-Mason-0.09.tar.gz
>  
> Checking if your kit is complete...
> Looks good
> Warning: prerequisite HTTP::Server::Simple 0.04 not
> found.
> Writing Makefile for HTTP::Server::Simple::Mason
> ---- Unsatisfied dependencies detected during
> [J/JE/JESSE/HTTP-Server-Simple-Mason-0.09.tar.gz]
> -----
>     HTTP::Server::Simple
> Shall I follow them and prepend them to the queue
> of modules we are processing right now? [yes]
> 
> What should I choose for this question?
> 
> Thanks,
> --Paul
> 
> 
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam
> protection around 
> http://mail.yahoo.com 
> 


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From ESchultz at corp.untd.com  Tue Feb 21 17:38:41 2006
From: ESchultz at corp.untd.com (Schultz, Eric)
Date: Tue, 21 Feb 2006 14:38:41 -0800
Subject: [rt-users] 3.4.5 Bulk ticket update: Custom fields?
Message-ID: <5613F89D78D2F545A40423EBA5535C300D981499@LAXEVS01.lax.corp.int.untd.com>

I was going to put it on the Wiki since you asked, but it appears to
only allow me to paste in about half of what I want to.  Are there some
sort of limitations on the number of characters I am allowed to put in
an article that I don't know about?  I'm just AnonymousGnome, maybe
that's the problem? 

> -----Original Message-----
> From: JB Segal [mailto:jb at smarterliving.com] 
> Sent: Tuesday, February 21, 2006 1:56 PM
> To: Schultz, Eric
> Cc: JB Segal; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] 3.4.5 Bulk ticket update: Custom fields?
> 
> Quoth Schultz, Eric (ESchultz at corp.untd.com):
> > Search through the archives, someone contributed some code 
> for this.  I
> > didn't save the URL, unfortunately, from when I grabbed it. 
>  However, I
> > didn't like the code much, it didn't work too well, so I 
> just used an
> > idea or two and expanded it for my own use.  I had 
> originally included
> > this as another section on the bulk update page, but 
> decided instead to
> > have a separate bulk CF update page.  I think my code checks to make
> > sure that if you change a CF, that change only gets applied to the
> > queues it is associated with (e.g., your query returns 
> tickets from more
> > than one queue).
> > 
> 
> Are you able to publish your code?
> 
> Thanks,
> JB
> --
> JB Segal		617-886-5575		www.smartertravel.com
> Systems/Network Admin.	465 Medford St. Ste 400	
> www.bookingbuddy.com
> Smarter Living, Inc.	Boston, MA 02129	www.tripmania.com
> 


From sunzhoujian at yahoo.com  Tue Feb 21 17:41:14 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Tue, 21 Feb 2006 14:41:14 -0800 (PST)
Subject: [rt-users] Re: Dependencies are missing
In-Reply-To: <20060221222820.18526.qmail@web33803.mail.mud.yahoo.com>
Message-ID: <20060221224114.6815.qmail@web33811.mail.mud.yahoo.com>

t/live/form.............ok
t/live/get..............ok 1/26Parsing of undecoded
UTF-8 will give garbage when decoding entities at
/root/.cpan/build/WWW-Mechanize-1.18/blib/lib/WWW/Mechanize.pm
line 449.
t/live/get..............ok
        1/26 skipped: Test::Memory::Cycle not
installed
t/live/reload...........ok
        1/13 skipped: Test::Memory::Cycle not
installed
t/live/submit...........ok
        1/9 skipped: Test::Memory::Cycle not installed
t/local/back............ok 1/38# Started
http://localhost:34653/


Then it stuck in this place. Does anyone also go
through the process as me? I mean a fresh
installation, but it encounters a lot of issues.

--- zhou jian <sunzhoujian at yahoo.com> wrote:

> Hello everyone,
> 
> I got a book about RT and try to install RT
> correctly.
> However, I kept getting dependencies errors. I tried
> to fix that one by make fixdeps. However, I
> encountered the problems.
> 
> 
> [root at osg-tg2 rt-3.4.5]# make testdeps
> /usr/local/bin/perl ./sbin/rt-test-dependencies
> --verbose --with-mysql
> perl:
>         5.8.3...found
> users:
>         rt group (rt)...found
>         bin owner (root)...found
>         libs owner (root)...found
>         libs group (bin)...found
>         web owner (apache)...found
>         web group (apache)...found
> MASON dependencies:
>         Params::Validate 0.02...found
>         Cache::Cache ...found
>         Exception::Class 1.14...found
>         HTML::Mason 1.23...found
>         MLDBM ...found
>         Errno ...found
>         FreezeThaw ...found
>         Digest::MD5 2.27...found
>         CGI::Cookie 1.20...found
>         Storable 2.08...found
>         Apache::Session 1.53...found
>         XML::RSS 1.05...found
>         HTTP::Server::Simple 0.07...MISSING
>         HTTP::Server::Simple::Mason 0.09...MISSING
>         Text::WikiFormat ...found
> MAILGATE dependencies:
>         HTML::TreeBuilder ...MISSING
>         HTML::FormatText ...MISSING
>         Getopt::Long ...found
>         LWP::UserAgent ...found
> CLI dependencies:
>         Getopt::Long 2.24...found
> CORE dependencies:
>         Digest::base ...found
>         Digest::MD5 2.27...found
>         DBI 1.37...MISSING
>         Test::Inline ...found
>         Class::ReturnValue 0.40...MISSING
>         DBIx::SearchBuilder 1.35...MISSING
>         Text::Template ...MISSING
>         File::Spec 0.8...found
>         HTML::Entities ...found
>         HTML::Scrubber 0.08...MISSING
>         Net::Domain ...found
>         Log::Dispatch 2.0...MISSING
>         Locale::Maketext 1.06...found
>         Locale::Maketext::Lexicon 0.32...MISSING
>         Locale::Maketext::Fuzzy ...MISSING
>         MIME::Entity 5.108...MISSING
>         Mail::Mailer 1.57...MISSING
>         Net::SMTP ...found
>         Text::Wrapper ...MISSING
>         Time::ParseDate ...MISSING
>         Time::HiRes ...found
>         File::Temp ...found
>         Term::ReadKey ...MISSING
>         Text::Autoformat ...MISSING
>         Text::Quoted 1.3...MISSING
>         Tree::Simple 1.04...MISSING
>         Scalar::Util ...found
>         Module::Versions::Report ...MISSING
>         Cache::Simple::TimedExpiry ...MISSING
>         XML::Simple ...MISSING
> DEV dependencies:
>         Regexp::Common ...found
>         Test::Inline ...found
>         Apache::Test ...MISSING
>         HTML::Form ...found
>         HTML::TokeParser ...found
>         WWW::Mechanize ...MISSING
>         Test::WWW::Mechanize ...MISSING
>         Module::Refresh 0.03...MISSING
> MYSQL dependencies:
>         DBD::mysql 2.1018...MISSING
>  
> SOMETHING WAS MISSING!
> 
> 
>   CPAN.pm: Going to build
> J/JE/JESSE/HTTP-Server-Simple-Mason-0.09.tar.gz
>  
> Checking if your kit is complete...
> Looks good
> Warning: prerequisite HTTP::Server::Simple 0.04 not
> found.
> Writing Makefile for HTTP::Server::Simple::Mason
> ---- Unsatisfied dependencies detected during
> [J/JE/JESSE/HTTP-Server-Simple-Mason-0.09.tar.gz]
> -----
>     HTTP::Server::Simple
> Shall I follow them and prepend them to the queue
> of modules we are processing right now? [yes]
> 
> What should I choose for this question?
> 
> Thanks,
> --Paul
> 
> 
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam
> protection around 
> http://mail.yahoo.com 
> 


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From sunzhoujian at yahoo.com  Tue Feb 21 17:42:23 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Tue, 21 Feb 2006 14:42:23 -0800 (PST)
Subject: [rt-users] Re: Dependencies are missing
Message-ID: <20060221224223.89469.qmail@web33815.mail.mud.yahoo.com>

#   Failed test 'Fetched OK'
#   in t/local/back.t at line 51.
 
#   Failed test 'Followed OK'
#   in t/local/back.t at line 57.
Use of uninitialized value in concatenation (.) or
string at
/root/.cpan/build/WWW-Mechanize-1.18/blib/lib/WWW/Mechanize.pm
line 1778, <$server> line 1.
Can't find any link matching Images on this page () at
t/local/back.t line 63
 
#   Failed test 'Followed OK'
#   in t/local/back.t at line 64.
No form defined at t/local/back.t line 71


Then it displays the error information. Is that
because my firewall setting? Or did you encounter the
same sistuation?

--- zhou jian <sunzhoujian at yahoo.com> wrote:

> t/live/form.............ok
> t/live/get..............ok 1/26Parsing of undecoded
> UTF-8 will give garbage when decoding entities at
>
/root/.cpan/build/WWW-Mechanize-1.18/blib/lib/WWW/Mechanize.pm
> line 449.
> t/live/get..............ok
>         1/26 skipped: Test::Memory::Cycle not
> installed
> t/live/reload...........ok
>         1/13 skipped: Test::Memory::Cycle not
> installed
> t/live/submit...........ok
>         1/9 skipped: Test::Memory::Cycle not
> installed
> t/local/back............ok 1/38# Started
> http://localhost:34653/
> 
> 
> Then it stuck in this place. Does anyone also go
> through the process as me? I mean a fresh
> installation, but it encounters a lot of issues.
> 
> --- zhou jian <sunzhoujian at yahoo.com> wrote:
> 
> > Hello everyone,
> > 
> > I got a book about RT and try to install RT
> > correctly.
> > However, I kept getting dependencies errors. I
> tried
> > to fix that one by make fixdeps. However, I
> > encountered the problems.
> > 
> > 
> > [root at osg-tg2 rt-3.4.5]# make testdeps
> > /usr/local/bin/perl ./sbin/rt-test-dependencies
> > --verbose --with-mysql
> > perl:
> >         5.8.3...found
> > users:
> >         rt group (rt)...found
> >         bin owner (root)...found
> >         libs owner (root)...found
> >         libs group (bin)...found
> >         web owner (apache)...found
> >         web group (apache)...found
> > MASON dependencies:
> >         Params::Validate 0.02...found
> >         Cache::Cache ...found
> >         Exception::Class 1.14...found
> >         HTML::Mason 1.23...found
> >         MLDBM ...found
> >         Errno ...found
> >         FreezeThaw ...found
> >         Digest::MD5 2.27...found
> >         CGI::Cookie 1.20...found
> >         Storable 2.08...found
> >         Apache::Session 1.53...found
> >         XML::RSS 1.05...found
> >         HTTP::Server::Simple 0.07...MISSING
> >         HTTP::Server::Simple::Mason 0.09...MISSING
> >         Text::WikiFormat ...found
> > MAILGATE dependencies:
> >         HTML::TreeBuilder ...MISSING
> >         HTML::FormatText ...MISSING
> >         Getopt::Long ...found
> >         LWP::UserAgent ...found
> > CLI dependencies:
> >         Getopt::Long 2.24...found
> > CORE dependencies:
> >         Digest::base ...found
> >         Digest::MD5 2.27...found
> >         DBI 1.37...MISSING
> >         Test::Inline ...found
> >         Class::ReturnValue 0.40...MISSING
> >         DBIx::SearchBuilder 1.35...MISSING
> >         Text::Template ...MISSING
> >         File::Spec 0.8...found
> >         HTML::Entities ...found
> >         HTML::Scrubber 0.08...MISSING
> >         Net::Domain ...found
> >         Log::Dispatch 2.0...MISSING
> >         Locale::Maketext 1.06...found
> >         Locale::Maketext::Lexicon 0.32...MISSING
> >         Locale::Maketext::Fuzzy ...MISSING
> >         MIME::Entity 5.108...MISSING
> >         Mail::Mailer 1.57...MISSING
> >         Net::SMTP ...found
> >         Text::Wrapper ...MISSING
> >         Time::ParseDate ...MISSING
> >         Time::HiRes ...found
> >         File::Temp ...found
> >         Term::ReadKey ...MISSING
> >         Text::Autoformat ...MISSING
> >         Text::Quoted 1.3...MISSING
> >         Tree::Simple 1.04...MISSING
> >         Scalar::Util ...found
> >         Module::Versions::Report ...MISSING
> >         Cache::Simple::TimedExpiry ...MISSING
> >         XML::Simple ...MISSING
> > DEV dependencies:
> >         Regexp::Common ...found
> >         Test::Inline ...found
> >         Apache::Test ...MISSING
> >         HTML::Form ...found
> >         HTML::TokeParser ...found
> >         WWW::Mechanize ...MISSING
> >         Test::WWW::Mechanize ...MISSING
> >         Module::Refresh 0.03...MISSING
> > MYSQL dependencies:
> >         DBD::mysql 2.1018...MISSING
> >  
> > SOMETHING WAS MISSING!
> > 
> > 
> >   CPAN.pm: Going to build
> > J/JE/JESSE/HTTP-Server-Simple-Mason-0.09.tar.gz
> >  
> > Checking if your kit is complete...
> > Looks good
> > Warning: prerequisite HTTP::Server::Simple 0.04
> not
> > found.
> > Writing Makefile for HTTP::Server::Simple::Mason
> > ---- Unsatisfied dependencies detected during
> > [J/JE/JESSE/HTTP-Server-Simple-Mason-0.09.tar.gz]
> > -----
> >     HTTP::Server::Simple
> > Shall I follow them and prepend them to the queue
> > of modules we are processing right now? [yes]
> > 
> > What should I choose for this question?
> > 
> > Thanks,
> > --Paul
> > 
> > 
> > __________________________________________________
> > Do You Yahoo!?
> > Tired of spam?  Yahoo! Mail has the best spam
> > protection around 
> > http://mail.yahoo.com 
> > 
> 
> 
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam
> protection around 
> http://mail.yahoo.com 
> 


__________________________________________________
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Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From jb at smarterliving.com  Tue Feb 21 17:48:57 2006
From: jb at smarterliving.com (JB Segal)
Date: Tue, 21 Feb 2006 17:48:57 -0500
Subject: [rt-users] 3.4.5 Bulk ticket update: Custom fields?
In-Reply-To: <20060221205015.GK15424@smarterliving.com>
References: <20060221205015.GK15424@smarterliving.com>
Message-ID: <20060221224857.GM15424@smarterliving.com>

Quoth JB Segal (jb at smarterliving.com):
> Is there any way to update custom fields on a pile of tickets at once?
> 

Alternately, is there any way to edit CF's on the command line?

The book says that the commandline deals in TicketSQL (see Chapter 3),
and chapter 3 says "You can search for custom field values in the same
way as standard ticket attributes. Simply prefix the name of the custom
field with CF. to indicate to the TicketSQL parser that you are
searching over a custom field:
 (status = 'open' OR status = 'new')
 AND CF.Visibility != 'private"
(Page 46)

To me, this implies that CFs should be editable, too.

When looking at the query builder, I see that my CFs are listed as
"CustomField.{Field Name With Spaces}"
When I try to modify a ticket with
rt edit ticket/####
and I'm handed the edit screen into my editor, adding
CF.{Field Name}: True
or
CustomField.{Field Name}: True
or
CF.Field Name: True
or
CustomField.Field Name: True
or
CF.Field\ Name: True
or
CustomField:Field\ Name: True
all yield syntax errors.

Any ideas?

Thanks,
JB
--
JB Segal		617-886-5575		www.smartertravel.com
Systems/Network Admin.	465 Medford St. Ste 400	www.bookingbuddy.com
Smarter Living, Inc.	Boston, MA 02129	www.tripmania.com


From sunzhoujian at yahoo.com  Tue Feb 21 17:52:58 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Tue, 21 Feb 2006 14:52:58 -0800 (PST)
Subject: [rt-users] Re: Dependencies are missing
In-Reply-To: <20060221222820.18526.qmail@web33803.mail.mud.yahoo.com>
Message-ID: <20060221225258.95827.qmail@web33814.mail.mud.yahoo.com>

Dear RT people,

I am reading the book you wrote. And I tried to 
install and configure the software as suggested.

However, I encountered the problem 

[root at osg-tg2 bin]# ./httpd -k start
Syntax error on line 426 of
/usr/local/apache2/conf/httpd.conf:
Invalid command 'PerlModule', perhaps misspelled or
defined by a module not included in the server
configuration

I couldn't fix this with make fixdeps.

Any suggestions are appreciated.

--Paul

--- zhou jian <sunzhoujian at yahoo.com> wrote:

> Hello everyone,
> 
> I got a book about RT and try to install RT
> correctly.
> However, I kept getting dependencies errors. I tried
> to fix that one by make fixdeps. However, I
> encountered the problems.
> 
> 
> [root at osg-tg2 rt-3.4.5]# make testdeps
> /usr/local/bin/perl ./sbin/rt-test-dependencies
> --verbose --with-mysql
> perl:
>         5.8.3...found
> users:
>         rt group (rt)...found
>         bin owner (root)...found
>         libs owner (root)...found
>         libs group (bin)...found
>         web owner (apache)...found
>         web group (apache)...found
> MASON dependencies:
>         Params::Validate 0.02...found
>         Cache::Cache ...found
>         Exception::Class 1.14...found
>         HTML::Mason 1.23...found
>         MLDBM ...found
>         Errno ...found
>         FreezeThaw ...found
>         Digest::MD5 2.27...found
>         CGI::Cookie 1.20...found
>         Storable 2.08...found
>         Apache::Session 1.53...found
>         XML::RSS 1.05...found
>         HTTP::Server::Simple 0.07...MISSING
>         HTTP::Server::Simple::Mason 0.09...MISSING
>         Text::WikiFormat ...found
> MAILGATE dependencies:
>         HTML::TreeBuilder ...MISSING
>         HTML::FormatText ...MISSING
>         Getopt::Long ...found
>         LWP::UserAgent ...found
> CLI dependencies:
>         Getopt::Long 2.24...found
> CORE dependencies:
>         Digest::base ...found
>         Digest::MD5 2.27...found
>         DBI 1.37...MISSING
>         Test::Inline ...found
>         Class::ReturnValue 0.40...MISSING
>         DBIx::SearchBuilder 1.35...MISSING
>         Text::Template ...MISSING
>         File::Spec 0.8...found
>         HTML::Entities ...found
>         HTML::Scrubber 0.08...MISSING
>         Net::Domain ...found
>         Log::Dispatch 2.0...MISSING
>         Locale::Maketext 1.06...found
>         Locale::Maketext::Lexicon 0.32...MISSING
>         Locale::Maketext::Fuzzy ...MISSING
>         MIME::Entity 5.108...MISSING
>         Mail::Mailer 1.57...MISSING
>         Net::SMTP ...found
>         Text::Wrapper ...MISSING
>         Time::ParseDate ...MISSING
>         Time::HiRes ...found
>         File::Temp ...found
>         Term::ReadKey ...MISSING
>         Text::Autoformat ...MISSING
>         Text::Quoted 1.3...MISSING
>         Tree::Simple 1.04...MISSING
>         Scalar::Util ...found
>         Module::Versions::Report ...MISSING
>         Cache::Simple::TimedExpiry ...MISSING
>         XML::Simple ...MISSING
> DEV dependencies:
>         Regexp::Common ...found
>         Test::Inline ...found
>         Apache::Test ...MISSING
>         HTML::Form ...found
>         HTML::TokeParser ...found
>         WWW::Mechanize ...MISSING
>         Test::WWW::Mechanize ...MISSING
>         Module::Refresh 0.03...MISSING
> MYSQL dependencies:
>         DBD::mysql 2.1018...MISSING
>  
> SOMETHING WAS MISSING!
> 
> 
>   CPAN.pm: Going to build
> J/JE/JESSE/HTTP-Server-Simple-Mason-0.09.tar.gz
>  
> Checking if your kit is complete...
> Looks good
> Warning: prerequisite HTTP::Server::Simple 0.04 not
> found.
> Writing Makefile for HTTP::Server::Simple::Mason
> ---- Unsatisfied dependencies detected during
> [J/JE/JESSE/HTTP-Server-Simple-Mason-0.09.tar.gz]
> -----
>     HTTP::Server::Simple
> Shall I follow them and prepend them to the queue
> of modules we are processing right now? [yes]
> 
> What should I choose for this question?
> 
> Thanks,
> --Paul
> 
> 
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam
> protection around 
> http://mail.yahoo.com 
> 


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From sak8 at eecs.cwru.edu  Tue Feb 21 22:26:33 2006
From: sak8 at eecs.cwru.edu (Simon Kuhn)
Date: Tue, 21 Feb 2006 22:26:33 -0500
Subject: [rt-users] On correspond notify staff
In-Reply-To: <1140518086.3490.72.camel@notebook.futurahostdns.com>
References: <20060221091109.CCFEE4D81C4@diesel.bestpractical.com>
	<1140518086.3490.72.camel@notebook.futurahostdns.com>
Message-ID: <C34EF5A8-6B95-491C-8BB2-8C473408ACA7@eecs.cwru.edu>

Pablo,

This can be done in the following way:

Create a group and put all of your staff users in it. Make the group  
an admincc on the queue in question. Have (at least) the following  
scrips either globally or just for that queue:

Notify everyone on correspond
On Correspond Notify Requestors, Ccs and AdminCcs with template  
Correspondence

Notify adminccs on comment
On Comment Notify AdminCcs as Comment with template Admin Comment

and make sure that you do not have a scrip like this either globally  
or on that queue:

Notify on creation
On Create Notify AdminCcs with template Transaction

--
Simon Kuhn


From sunzhoujian at yahoo.com  Wed Feb 22 00:03:07 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Tue, 21 Feb 2006 21:03:07 -0800 (PST)
Subject: [rt-users] A few Modules are very difficult to install
Message-ID: <20060222050307.10917.qmail@web33813.mail.mud.yahoo.com>

After manually running CPAN, I fixed most of the
modules. However, there are still a few of them, I
couldn't install them.
        HTTP::Server::Simple 0.07...MISSING
        HTTP::Server::Simple::Mason 0.09...MISSING
        WWW::Mechanize ...MISSING
        Test::WWW::Mechanize ...MISSING
        DBD::mysql 2.1018...MISSING

I ran into deadlock when I was installing these
modules. For the first four modules, I suspect that
the reason is firewall or something. For the last one,
I suspect that because mysql has a root password. I
couldn't specify that with CPAN. Any ideas on solving
this issue?


[root at osg-tg2 rt-3.4.5]# make testdeps
/usr/local/bin/perl ./sbin/rt-test-dependencies
--verbose --with-mysql
perl:
        5.8.3...found
users:
        rt group (rt)...found
        bin owner (root)...found
        libs owner (root)...found
        libs group (bin)...found
        web owner (apache)...found
        web group (apache)...found
MASON dependencies:
        Params::Validate 0.02...found
        Cache::Cache ...found
        Exception::Class 1.14...found
        HTML::Mason 1.23...found
        MLDBM ...found
        Errno ...found
        FreezeThaw ...found
        Digest::MD5 2.27...found
        CGI::Cookie 1.20...found
        Storable 2.08...found
        Apache::Session 1.53...found
        XML::RSS 1.05...found
        HTTP::Server::Simple 0.07...MISSING
        HTTP::Server::Simple::Mason 0.09...MISSING
        Text::WikiFormat ...found
MAILGATE dependencies:
        HTML::TreeBuilder ...found
        HTML::FormatText ...found
        Getopt::Long ...found
        LWP::UserAgent ...found
CLI dependencies:
        Getopt::Long 2.24...found
CORE dependencies:
        Digest::base ...found
        Digest::MD5 2.27...found
        DBI 1.37...found
        Test::Inline ...found
        Class::ReturnValue 0.40...found
        DBIx::SearchBuilder 1.35...found
        Text::Template ...found
        File::Spec 0.8...found
        HTML::Entities ...found
        HTML::Scrubber 0.08...found
        Net::Domain ...found
        Log::Dispatch 2.0...found
        Locale::Maketext 1.06...found
        Locale::Maketext::Lexicon 0.32...found
        Locale::Maketext::Fuzzy ...found
        MIME::Entity 5.108...found
        Mail::Mailer 1.57...found
        Net::SMTP ...found
        Text::Wrapper ...found
        Time::ParseDate ...found
        Time::HiRes ...found
        File::Temp ...found
        Term::ReadKey ...found
        Text::Autoformat ...found
        Text::Quoted 1.3...found
        Tree::Simple 1.04...found
        Scalar::Util ...found
        Module::Versions::Report ...found
        Cache::Simple::TimedExpiry ...found
        XML::Simple ...found
DEV dependencies:
        Regexp::Common ...found
        Test::Inline ...found
        Apache::Test ...found
        HTML::Form ...found
        HTML::TokeParser ...found
        WWW::Mechanize ...MISSING
        Test::WWW::Mechanize ...MISSING
        Module::Refresh 0.03...found
MYSQL dependencies:
        DBD::mysql 2.1018...MISSING
 
SOMETHING WAS MISSING!


--- zhou jian <sunzhoujian at yahoo.com> wrote:

> t/live/form.............ok
> t/live/get..............ok 1/26Parsing of undecoded
> UTF-8 will give garbage when decoding entities at
>
/root/.cpan/build/WWW-Mechanize-1.18/blib/lib/WWW/Mechanize.pm
> line 449.
> t/live/get..............ok
>         1/26 skipped: Test::Memory::Cycle not
> installed
> t/live/reload...........ok
>         1/13 skipped: Test::Memory::Cycle not
> installed
> t/live/submit...........ok
>         1/9 skipped: Test::Memory::Cycle not
> installed
> t/local/back............ok 1/38# Started
> http://localhost:34653/
> 
> 
> Then it stuck in this place. Does anyone also go
> through the process as me? I mean a fresh
> installation, but it encounters a lot of issues.
> 
> --- zhou jian <sunzhoujian at yahoo.com> wrote:
> 
> > Hello everyone,
> > 
> > I got a book about RT and try to install RT
> > correctly.
> > However, I kept getting dependencies errors. I
> tried
> > to fix that one by make fixdeps. However, I
> > encountered the problems.
> > 
> > 
> > [root at osg-tg2 rt-3.4.5]# make testdeps
> > /usr/local/bin/perl ./sbin/rt-test-dependencies
> > --verbose --with-mysql
> > perl:
> >         5.8.3...found
> > users:
> >         rt group (rt)...found
> >         bin owner (root)...found
> >         libs owner (root)...found
> >         libs group (bin)...found
> >         web owner (apache)...found
> >         web group (apache)...found
> > MASON dependencies:
> >         Params::Validate 0.02...found
> >         Cache::Cache ...found
> >         Exception::Class 1.14...found
> >         HTML::Mason 1.23...found
> >         MLDBM ...found
> >         Errno ...found
> >         FreezeThaw ...found
> >         Digest::MD5 2.27...found
> >         CGI::Cookie 1.20...found
> >         Storable 2.08...found
> >         Apache::Session 1.53...found
> >         XML::RSS 1.05...found
> >         HTTP::Server::Simple 0.07...MISSING
> >         HTTP::Server::Simple::Mason 0.09...MISSING
> >         Text::WikiFormat ...found
> > MAILGATE dependencies:
> >         HTML::TreeBuilder ...MISSING
> >         HTML::FormatText ...MISSING
> >         Getopt::Long ...found
> >         LWP::UserAgent ...found
> > CLI dependencies:
> >         Getopt::Long 2.24...found
> > CORE dependencies:
> >         Digest::base ...found
> >         Digest::MD5 2.27...found
> >         DBI 1.37...MISSING
> >         Test::Inline ...found
> >         Class::ReturnValue 0.40...MISSING
> >         DBIx::SearchBuilder 1.35...MISSING
> >         Text::Template ...MISSING
> >         File::Spec 0.8...found
> >         HTML::Entities ...found
> >         HTML::Scrubber 0.08...MISSING
> >         Net::Domain ...found
> >         Log::Dispatch 2.0...MISSING
> >         Locale::Maketext 1.06...found
> >         Locale::Maketext::Lexicon 0.32...MISSING
> >         Locale::Maketext::Fuzzy ...MISSING
> >         MIME::Entity 5.108...MISSING
> >         Mail::Mailer 1.57...MISSING
> >         Net::SMTP ...found
> >         Text::Wrapper ...MISSING
> >         Time::ParseDate ...MISSING
> >         Time::HiRes ...found
> >         File::Temp ...found
> >         Term::ReadKey ...MISSING
> >         Text::Autoformat ...MISSING
> >         Text::Quoted 1.3...MISSING
> >         Tree::Simple 1.04...MISSING
> >         Scalar::Util ...found
> >         Module::Versions::Report ...MISSING
> >         Cache::Simple::TimedExpiry ...MISSING
> >         XML::Simple ...MISSING
> > DEV dependencies:
> >         Regexp::Common ...found
> >         Test::Inline ...found
> >         Apache::Test ...MISSING
> >         HTML::Form ...found
> >         HTML::TokeParser ...found
> >         WWW::Mechanize ...MISSING
> >         Test::WWW::Mechanize ...MISSING
> >         Module::Refresh 0.03...MISSING
> > MYSQL dependencies:
> >         DBD::mysql 2.1018...MISSING
> >  
> > SOMETHING WAS MISSING!
> > 
> > 
> >   CPAN.pm: Going to build
> > J/JE/JESSE/HTTP-Server-Simple-Mason-0.09.tar.gz
> >  
> > Checking if your kit is complete...
> > Looks good
> > Warning: prerequisite HTTP::Server::Simple 0.04
> not
> > found.
> > Writing Makefile for HTTP::Server::Simple::Mason
> > ---- Unsatisfied dependencies detected during
> > [J/JE/JESSE/HTTP-Server-Simple-Mason-0.09.tar.gz]
> > -----
> >     HTTP::Server::Simple
> > Shall I follow them and prepend them to the queue
> > of modules we are processing right now? [yes]
> > 
> > What should I choose for this question?
> > 
> > Thanks,
> > --Paul
> > 
> > 
> > __________________________________________________
> > Do You Yahoo!?
> > Tired of spam?  Yahoo! Mail has the best spam
> > protection around 
> > http://mail.yahoo.com 
> > 
> 
> 
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam
> protection around 
> http://mail.yahoo.com 
> 


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From astrachan at inter-systems.com.au  Tue Feb 21 23:16:16 2006
From: astrachan at inter-systems.com.au (Alex Strachan)
Date: Wed, 22 Feb 2006 14:16:16 +1000
Subject: [rt-users] Failure to display Custom fields after upgrade to 3.4.5
Message-ID: <20060222041554.RLLY16720.omta01sl.mx.bigpond.com@remus>

 

Upgraded RT from 3.0.10 -> 3.4.5

 

Migrated database (MySQL).  When reviewing Ticket history the custom fields
no longer display - shows as ( no value ) !

 

If you try to reassign - fails with 'Could not add new custom field value'.

 

Modified permission to allow everything and ensured that the Custom field is
applied to all queue's

 

 

 

Alex

 

 

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From gatewayonline at yahoo.co.uk  Wed Feb 22 00:58:49 2006
From: gatewayonline at yahoo.co.uk (Nairet Kenya Admin)
Date: Wed, 22 Feb 2006 05:58:49 +0000 (GMT)
Subject: [rt-users] Problem with RT 3.5.7 on Solaris 8
Message-ID: <20060222055849.45343.qmail@web27008.mail.ukl.yahoo.com>

Hello all, 

I seem to be having a problem with my install of RT on
Solaris 8. I got this error below, and since I am not
that good with Perl, I can hardly figure it out. Sorry
for the long post.


no connection to syslog available
- /dev/conslog is not a socket at
/opt/csw/share/perl/site_perl/Log/Dispatch/Syslog.pm
line 77


Trace begun at
/opt/csw/share/perl/site_perl/HTML/Mason/Exceptions.pm
line 129
HTML::Mason::Exceptions::rethrow_exception('no
connection to syslog available^J^I- /dev/conslog is
not a socket at
/opt/csw/share/perl/site_perl/Log/Dispatch/Syslog.pm
line 77^J') called at
/opt/csw/share/perl/5.8.8/Carp.pm line 269
Carp::croak('no connection to syslog available^J^I-
/dev/conslog is not a socket') called at
/opt/csw/lib/perl/5.8.8/Sys/Syslog.pm line 802
Sys::Syslog::connect at
/opt/csw/lib/perl/5.8.8/Sys/Syslog.pm line 654
Sys::Syslog::syslog('ERR', '%s', 'Query error in
<<(Owner = "Nobody" OR Owner = "root") AND Type =
"reminder" AND (Status = "new" OR Status = "open") AND
Due > "1970-01-01">>:^Jno connection to syslog
available^J^I- /dev/conslog is not a socket at
/opt/csw/share/perl/site_perl/Log/Dispatch/Syslog.pm
line 77^J^JStack:^J 
[/opt/csw/share/perl/5.8.8/Carp.pm:269]^J 
[/opt/csw/lib/perl/5.8.8/Sys/Syslog.pm:802]^J 
[/opt/csw/lib/perl/5.8.8/Sys/Syslog.pm:654]^J 
[/opt/csw/share/perl/site_perl/Log/Dispatch/Syslog.pm:77]^J

[/opt/csw/share/perl/site_perl/Log/Dispatch/Output.pm:41]^J
 [/opt/csw/share/perl/site_perl/Log/Dispatch.pm:97]^J 
[/opt/csw/share/perl/site_perl/Log/Dispatch.pm:74]^J 
[/opt/csw/share/perl/site_perl/Log/Dispatch.pm:22]^J 
[/opt/rt3/lib/RT/Date.pm:212]^J 
[/opt/rt3/lib/RT/Tickets_Overlay.pm:457]^J 
[/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:330]^J 
[/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:485]^J 
[/opt/rt3/share/html/Elements/MyReminders:69]^J 
[/opt/rt3/share/html/Elements/MyRT:87]^J 
[/opt/rt3/share/html/Elements/MyRT:61]^J 
[/opt/rt3/share/html/index.html:79]^J 
[/opt/rt3/share/html/autohandler:247]
(/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:487)^J')
called at
/opt/csw/share/perl/site_perl/Log/Dispatch/Syslog.pm
line 77
Log::Dispatch::Syslog::log_message('Log::Dispatch::Syslog=HASH(0x2349bf0)',
'level', 'error', 'name', 'syslog', 'message', 'Query
error in <<(Owner = "Nobody" OR Owner = "root") AND
Type = "reminder" AND (Status = "new" OR Status =
"open") AND Due > "1970-01-01">>:^Jno connection to
syslog available^J^I- /dev/conslog is not a socket at
/opt/csw/share/perl/site_perl/Log/Dispatch/Syslog.pm
line 77^J^JStack:^J 
[/opt/csw/share/perl/5.8.8/Carp.pm:269]^J 
[/opt/csw/lib/perl/5.8.8/Sys/Syslog.pm:802]^J 
[/opt/csw/lib/perl/5.8.8/Sys/Syslog.pm:654]^J 
[/opt/csw/share/perl/site_perl/Log/Dispatch/Syslog.pm:77]^J

[/opt/csw/share/perl/site_perl/Log/Dispatch/Output.pm:41]^J
 [/opt/csw/share/perl/site_perl/Log/Dispatch.pm:97]^J 
[/opt/csw/share/perl/site_perl/Log/Dispatch.pm:74]^J 
[/opt/csw/share/perl/site_perl/Log/Dispatch.pm:22]^J 
[/opt/rt3/lib/RT/Date.pm:212]^J 
[/opt/rt3/lib/RT/Tickets_Overlay.pm:457]^J 
[/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:330]^J 
[/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:485]^J 
[/opt/rt3/share/html/Elements/MyReminders:69]^J 
[/opt/rt3/share/html/Elements/MyRT:87]^J 
[/opt/rt3/share/html/Elements/MyRT:61]^J 
[/opt/rt3/share/html/index.html:79]^J 
[/opt/rt3/share/html/autohandler:247]
(/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:487)^J')
called at
/opt/csw/share/perl/site_perl/Log/Dispatch/Output.pm
line 41
Log::Dispatch::Output::log(undef, 'level', 'error',
'name', 'syslog', 'message', 'Query error in <<(Owner
= "Nobody" OR Owner = "root") AND Type = "reminder"
AND (Status = "new" OR Status = "open") AND Due >
"1970-01-01">>:^Jno connection to syslog
available^J^I- /dev/conslog is not a socket at
/opt/csw/share/perl/site_perl/Log/Dispatch/Syslog.pm
line 77^J^JStack:^J 
[/opt/csw/share/perl/5.8.8/Carp.pm:269]^J 
[/opt/csw/lib/perl/5.8.8/Sys/Syslog.pm:802]^J 
[/opt/csw/lib/perl/5.8.8/Sys/Syslog.pm:654]^J 
[/opt/csw/share/perl/site_perl/Log/Dispatch/Syslog.pm:77]^J

[/opt/csw/share/perl/site_perl/Log/Dispatch/Output.pm:41]^J
 [/opt/csw/share/perl/site_perl/Log/Dispatch.pm:97]^J 
[/opt/csw/share/perl/site_perl/Log/Dispatch.pm:74]^J 
[/opt/csw/share/perl/site_perl/Log/Dispatch.pm:22]^J 
[/opt/rt3/lib/RT/Date.pm:212]^J 
[/opt/rt3/lib/RT/Tickets_Overlay.pm:457]^J 
[/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:330]^J 
[/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:485]^J 
[/opt/rt3/share/html/Elements/MyReminders:69]^J 
[/opt/rt3/share/html/Elements/MyRT:87]^J 
[/opt/rt3/share/html/Elements/MyRT:61]^J 
[/opt/rt3/share/html/index.html:79]^J 
[/opt/rt3/share/html/autohandler:247]^J') called at
/opt/csw/share/perl/site_perl/Log/Dispatch.pm line 97
Log::Dispatch::_log_to('Log::Dispatch=HASH(0x22e8760)',
'level', 'error', 'name', 'syslog', 'message', 'Query
error in <<(Owner = "Nobody" OR Owner = "root") AND
Type = "reminder" AND (Status = "new" OR Status =
"open") AND Due > "1970-01-01">>:^Jno connection to
syslog available^J^I- /dev/conslog is not a socket at
/opt/csw/share/perl/site_perl/Log/Dispatch/Syslog.pm
line 77^J^JStack:^J 
[/opt/csw/share/perl/5.8.8/Carp.pm:269]^J 
[/opt/csw/lib/perl/5.8.8/Sys/Syslog.pm:802]^J 
[/opt/csw/lib/perl/5.8.8/Sys/Syslog.pm:654]^J 
[/opt/csw/share/perl/site_perl/Log/Dispatch/Syslog.pm:77]^J

[/opt/csw/share/perl/site_perl/Log/Dispatch/Output.pm:41]^J
 [/opt/csw/share/perl/site_perl/Log/Dispatch.pm:97]^J 
[/opt/csw/share/perl/site_perl/Log/Dispatch.pm:74]^J 
[/opt/csw/share/perl/site_perl/Log/Dispatch.pm:22]^J 
[/opt/rt3/lib/RT/Date.pm:212]^J 
[/opt/rt3/lib/RT/Tickets_Overlay.pm:457]^J 
[/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:330]^J 
[/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:485]^J 
[/opt/rt3/share/html/Elements/MyReminders:69]^J 
[/opt/rt3/share/html/Elements/MyRT:87]^J 
[/opt/rt3/share/html/Elements/MyRT:61]^J 
[/opt/rt3/share/html/index.html:79]^J 
[/opt/rt3/share/html/autohandler:247]^J') called at
/opt/csw/share/perl/site_perl/Log/Dispatch.pm line 74
Log::Dispatch::log('Log::Dispatch=HASH(0x22e8760)',
'level', 'error', 'message', 'Query error in <<(Owner
= "Nobody" OR Owner = "root") AND Type = "reminder"
AND (Status = "new" OR Status = "open") AND Due >
"1970-01-01">>:^Jno connection to syslog
available^J^I- /dev/conslog is not a socket at
/opt/csw/share/perl/site_perl/Log/Dispatch/Syslog.pm
line 77^J^JStack:^J 
[/opt/csw/share/perl/5.8.8/Carp.pm:269]^J 
[/opt/csw/lib/perl/5.8.8/Sys/Syslog.pm:802]^J 
[/opt/csw/lib/perl/5.8.8/Sys/Syslog.pm:654]^J 
[/opt/csw/share/perl/site_perl/Log/Dispatch/Syslog.pm:77]^J

[/opt/csw/share/perl/site_perl/Log/Dispatch/Output.pm:41]^J
 [/opt/csw/share/perl/site_perl/Log/Dispatch.pm:97]^J 
[/opt/csw/share/perl/site_perl/Log/Dispatch.pm:74]^J 
[/opt/csw/share/perl/site_perl/Log/Dispatch.pm:22]^J 
[/opt/rt3/lib/RT/Date.pm:212]^J 
[/opt/rt3/lib/RT/Tickets_Overlay.pm:457]^J 
[/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:330]^J 
[/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:485]^J 
[/opt/rt3/share/html/Elements/MyReminders:69]^J 
[/opt/rt3/share/html/Elements/MyRT:87]^J 
[/opt/rt3/share/html/Elements/MyRT:61]^J 
[/opt/rt3/share/html/index.html:79]^J 
[/opt/rt3/share/html/autohandler:247]^J') called at
/opt/csw/share/perl/site_perl/Log/Dispatch.pm line 22
Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x22e8760)',
'Query error in <<(Owner = "Nobody" OR Owner = "root")
AND Type = "reminder" AND (Status = "new" OR Status =
"open") AND Due > "1970-01-01">>:^Jno connection to
syslog available^J^I- /dev/conslog is not a socket at
/opt/csw/share/perl/site_perl/Log/Dispatch/Syslog.pm
line 77^J^JStack:^J 
[/opt/csw/share/perl/5.8.8/Carp.pm:269]^J 
[/opt/csw/lib/perl/5.8.8/Sys/Syslog.pm:802]^J 
[/opt/csw/lib/perl/5.8.8/Sys/Syslog.pm:654]^J 
[/opt/csw/share/perl/site_perl/Log/Dispatch/Syslog.pm:77]^J

[/opt/csw/share/perl/site_perl/Log/Dispatch/Output.pm:41]^J
 [/opt/csw/share/perl/site_perl/Log/Dispatch.pm:97]^J 
[/opt/csw/share/perl/site_perl/Log/Dispatch.pm:74]^J 
[/opt/csw/share/perl/site_perl/Log/Dispatch.pm:22]^J 
[/opt/rt3/lib/RT/Date.pm:212]^J 
[/opt/rt3/lib/RT/Tickets_Overlay.pm:457]^J 
[/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:330]^J 
[/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:485]^J 
[/opt/rt3/share/html/Elements/MyReminders:69]^J 
[/opt/rt3/share/html/Elements/MyRT:87]^J 
[/opt/rt3/share/html/Elements/MyRT:61]^J 
[/opt/rt3/share/html/index.html:79]^J 
[/opt/rt3/share/html/autohandler:247]^J') called at
/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm line 487
RT::Tickets::FromSQL('RT::Tickets=HASH(0x264a0d0)',
'(Owner = "Nobody" OR Owner = "root") AND Type =
"reminder" AND (Status = "new" OR Status = "open") AND
Due > "1970-01-01"') called at
/opt/rt3/share/html/Elements/MyReminders line 69
HTML::Mason::Commands::__ANON__ at
/opt/csw/share/perl/site_perl/HTML/Mason/Component.pm
line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x264c950)')
called at
/opt/csw/share/perl/site_perl/HTML/Mason/Request.pm
line 1247
eval {...} at
/opt/csw/share/perl/site_perl/HTML/Mason/Request.pm
line 1245
HTML::Mason::Request::comp(undef, undef) called at
/opt/rt3/share/html/Elements/MyRT line 87
HTML::Mason::Commands::_show('HASH(0x24651a8)') called
at /opt/rt3/share/html/Elements/MyRT line 61
HTML::Mason::Commands::__ANON__ at
/opt/csw/share/perl/site_perl/HTML/Mason/Component.pm
line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x2512ae0)')
called at
/opt/csw/share/perl/site_perl/HTML/Mason/Request.pm
line 1251
eval {...} at
/opt/csw/share/perl/site_perl/HTML/Mason/Request.pm
line 1245
HTML::Mason::Request::comp(undef, undef) called at
/opt/rt3/share/html/index.html line 79
HTML::Mason::Commands::__ANON__ at
/opt/csw/share/perl/site_perl/HTML/Mason/Component.pm
line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x2405910)')
called at
/opt/csw/share/perl/site_perl/HTML/Mason/Request.pm
line 1251
eval {...} at
/opt/csw/share/perl/site_perl/HTML/Mason/Request.pm
line 1245
HTML::Mason::Request::comp(undef, undef) called at
/opt/csw/share/perl/site_perl/HTML/Mason/Request.pm
line 914
HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x24655b0)')
called at /opt/rt3/share/html/autohandler line 247
HTML::Mason::Commands::__ANON__ at
/opt/csw/share/perl/site_perl/HTML/Mason/Component.pm
line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x23dd4b4)')
called at
/opt/csw/share/perl/site_perl/HTML/Mason/Request.pm
line 1249
eval {...} at
/opt/csw/share/perl/site_perl/HTML/Mason/Request.pm
line 1245
HTML::Mason::Request::comp(undef, undef, undef) called
at /opt/csw/share/perl/site_perl/HTML/Mason/Request.pm
line 459
eval {...} at
/opt/csw/share/perl/site_perl/HTML/Mason/Request.pm
line 459
eval {...} at
/opt/csw/share/perl/site_perl/HTML/Mason/Request.pm
line 411
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x24655b0)')
called at
/opt/csw/share/perl/site_perl/HTML/Mason/ApacheHandler.pm
line 168
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x24655b0)')
called at
/opt/csw/share/perl/site_perl/HTML/Mason/ApacheHandler.pm
line 826
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xba3af0)',
'Apache2::RequestRec=SCALAR(0x246f9b8)') called at
/opt/rt3/bin/webmux.pl line 122
eval {...} at /opt/rt3/bin/webmux.pl line 122
RT::Mason::handler('Apache2::RequestRec=SCALAR(0x246f9b8)')
called at -e line 0
eval {...} at -e line 0

=====================================
Nairet Kenya Moderator


		
___________________________________________________________ 
NEW Yahoo! Cars - sell your car and browse thousands of new and used cars online! http://uk.cars.yahoo.com/


From chaim.rieger at gmail.com  Wed Feb 22 01:23:03 2006
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Tue, 21 Feb 2006 22:23:03 -0800
Subject: [rt-users] Problem with RT 3.5.7 on Solaris 8
In-Reply-To: <20060222055849.45343.qmail@web27008.mail.ukl.yahoo.com>
References: <20060222055849.45343.qmail@web27008.mail.ukl.yahoo.com>
Message-ID: <43FC0347.4090104@gmail.com>

Nairet Kenya Admin wrote:
> Hello all, 
> 
> I seem to be having a problem with my install of RT on
> Solaris 8. I got this error below, and since I am not
> that good with Perl, I can hardly figure it out. Sorry
> for the long post.
> 
> 
> no connection to syslog available
> - /dev/conslog is not a socket at
> /opt/csw/share/perl/site_perl/Log/Dispatch/Syslog.pm
> line 77
> 
check the wiki

its documented in there


From astrachan at inter-systems.com.au  Tue Feb 21 23:22:09 2006
From: astrachan at inter-systems.com.au (Alex Strachan)
Date: Wed, 22 Feb 2006 14:22:09 +1000
Subject: [rt-users] Failure to display Custom fields after upgrade to 3.4.5
Message-ID: <20060222042140.LUQV1358.omta03sl.mx.bigpond.com@remus>

Upgraded RT from 3.0.10 -> 3.4.5

 

Migrated database (MySQL).  When reviewing Ticket history the custom fields
no longer display - shows as ( no value ) !

 

If you try to reassign - fails with 'Could not add new custom field value'.

 

Modified permission to allow everything and ensured that the Custom field is
applied to all queue's

 

 

 

Alex

 

 

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From mustafa.badawi at gmail.com  Wed Feb 22 03:51:14 2006
From: mustafa.badawi at gmail.com (Mustafa Badawi)
Date: Wed, 22 Feb 2006 10:51:14 +0200
Subject: [rt-users] RT For an ISP
In-Reply-To: <E5D4E084CDBAF84C8D69BC83ACAC5882334966@sydcbsexc001.classicblue.corp>
References: <E5D4E084CDBAF84C8D69BC83ACAC5882334966@sydcbsexc001.classicblue.corp>
Message-ID: <6792fb9a0602220051t5a645e5bgc70698180fee7d0f@mail.gmail.com>

Thanks for your reply.

Actually I was wondering if this could be done by configuring RT itself. It
would be more secure that way. If it is not configurable through RT I think
this would be a major drawback! It would be much more professional if my
clients logon to a self services portal and use it to send their tickets.
Having RT automatically create new users as watchers each time a client uses
a new name/email in the requestor field is nonsense! Moreover, the user gets
an error saying that he has no permissions to view the ticket since I have
only given the requestor the permission to view the ticket and in our case,
the requestor is not the person logged on to RT because he used another
name/email in the requestor field. I might have perceived the system wrongly
but this is the conclusion I came up with. If anyone has other ideas please
let me know.


Mustafa Badawi

On 2/21/06, Ben Robson <ben.robson at classicblue.com.au> wrote:
>
>  This link might be of help:
> http://www.htmlhelp.com/reference/html40/forms/input.html
>
> You should be able to (and note I havn't checked this at all) modify the
> code that shows the ticket creation form and set the READONLY flag on the
> <INPUT> box for the Requestor.
>
> That way the requestor, autofilled, gets displayed, but the user can't
> edit it.
>
> The other way would be to edit the same code, just don't display the
> $ticket->requestor (not actual syntax) value in a pre-completed <INPUT> box,
> just display it as text instead.
>
> So if the code said <INPUT NAME=requestor VALUE=$ticket->requestor>
> change this to just be <B>$ticket->requestor</B> thus removing the ability
> to change the value.
>
> BenR
>
> ------------------------------
> *From:* rt-users-bounces at lists.bestpractical.com on behalf of Jason Fenner
> *Sent:* Wed 22/02/2006 2:31 AM
> *To:* Mustafa Badawi
> *Cc:* rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] RT For an ISP
>
>  Have you found a fix for this yet?
>
> Mustafa Badawi wrote:
>
> >Dear All
> >
> >I am trying to use RT for my dialup clients. I only want my clients to
> use
> >the web interface to create tickets and not the email interface. I have
> >created an unprivileged RT account for each of my users. The problem I
> have
> >is that when the user logs on and selects the queue I have provided
> he/she
> >can enter any value in the requestor field thus automatically creating a
> new
> >user as a watcher. The rightful requestor of the ticket (the account I
> have
> >created) cannot actually view the new ticket because he/she has no
> >permission to view it.
> >Is there a way of forcing the requestor to be the RT account I have
> already
> >created! Keeping in mind that I do not want users seeing all the tickets
> in
> >the queue - only their own tickets.
> >Any hints would be greatly appreciated
> >
> >Mustafa Badawi
> >
> >
> >
> >------------------------------------------------------------------------
> >
> >_______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> >Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >
> >Download a free sample chapter of RT Essentials from O'Reilly Media at
> http://rtbook.bestpractical.com
> >
> >WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> >San Francisco - Find out more at
> http://bestpractical.com/services/training.html
> >
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at
> http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at
> http://bestpractical.com/services/training.html
>
> ............................................................................................................................
>
> This email (including all attachments) is intended solely for the named addressee. It is confidential and may contain legally privileged information. If you receive it in error, please let us know by reply email, do not disclose any information contained in it, delete it from your system and destroy any copies. This email is also subject to copyright. No part of it should be reproduced, adapted or transmitted without the written consent of the copyright owner. Emails may be interfered with, may contain computer viruses or other defects and may not be successfully replicated on other systems.
>
>
> We give no warranties in relation to these matters. If you have any doubts about the authenticity of an email purportedly sent by us, please contact us immediately.  Privacy - Please be aware that information provided in response to this email may contain personal information, which Classic Blue may collect, and use for the purposes of marketing information technology products and services to you.  For further information regarding Classic Blue's privacy policies please refer to
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> ............................................................................................................................
>
>
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From cmap_sec at yahoo.co.uk  Wed Feb 22 05:50:51 2006
From: cmap_sec at yahoo.co.uk (Elaine .)
Date: Wed, 22 Feb 2006 10:50:51 +0000 (GMT)
Subject: [rt-users] binding to active directory not as administrator ? 
Message-ID: <20060222105051.62193.qmail@web26804.mail.ukl.yahoo.com>

hi
I have rt 3.4.2 authentication with ldapsmb to active
dir 2003. the only problem is i have to put in an
admin righted users credentials in clear text in the
config file to do the initial bind other wise i get
invalid credentials. 
LDAPAuth: Cannot bind to LDAP: 49  
LDAP_INVALID_CREDENTIALS

Is there any way to bind as a lesser user ? 
Elaine


		
___________________________________________________________ 
Yahoo! Photos ? NEW, now offering a quality print service from just 8p a photo http://uk.photos.yahoo.com


From rainer at ultra-secure.de  Wed Feb 22 06:24:51 2006
From: rainer at ultra-secure.de (Rainer Duffner)
Date: Wed, 22 Feb 2006 12:24:51 +0100
Subject: [rt-users] VMware player RT anyone?
In-Reply-To: <1140116362.15269.141.camel@moola.futuresource.com>
References: <1140116362.15269.141.camel@moola.futuresource.com>
Message-ID: <43FC4A03.5000803@ultra-secure.de>

Les Mikesell wrote:
> Now that VMware has released the free player and beta server
> programs people are starting to build canned applications
> as virtual machine images along with the different free
> OS versions at http://www.vmware.com/vmtn/vm/community.html.
> I see twiki is there (on a debian stable base).  Having
> RT also in a download/run package would be a great way
> to avoid the perl module mess when installing at least
> for proof of concept testing and low volume sites - and
> it could even run on a windows host if necessary.  I can
> barely muddle through my own installs though.  Is anyone
> interested in building the image?
>
>   


I'd suggest FreeBSD6+postgresql.

The FreeBSD5.4+postgresql combo has been working here flawlessly for 
almost a year - and almost from the start.

I think the next version of ESX-server is supposed to support FreeBSD6.

Unfortunately, I've got little time to undertake this at the moment - 
and my GSX-testserver is currently in use with Virtuozzo...



cu,
Rainer


From S.G.Tranter at lboro.ac.uk  Wed Feb 22 09:29:06 2006
From: S.G.Tranter at lboro.ac.uk (Stewart Tranter)
Date: Wed, 22 Feb 2006 14:29:06 +0000
Subject: [rt-users] RT 3.5.5:  Deleted tickets not appearing in searches?
Message-ID: <43FC7532.7010705@lboro.ac.uk>

Hi,

My deleted tickets are not appearing in searches.  If I simply go to 
"Simple Search" and type "Deleted", it returns no results, similarly if 
I build a proper query.  Yet if I do a "select * from Tickets where 
status='Deleted';" I get 10 rows.

Is this expected behavior?  From initial searches on the archives, i 
believe this not to be the case.

Thanks in advance,

Stewart
------------------------------------------------
Stewart Tranter
Computing Services
Loughborough University

E:  s.g.tranter at lboro.ac.uk
W:  http://www.lboro.ac.uk/computing/
T:  +44 (0) 1509 223719
F:  +44 (0) 1509 223989
------------------------------------------------


From barnesaw at ucrwcu.rwc.uc.edu  Wed Feb 22 09:39:12 2006
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Wed, 22 Feb 2006 09:39:12 -0500
Subject: [rt-users] RT For an ISP
In-Reply-To: <6792fb9a0602220051t5a645e5bgc70698180fee7d0f@mail.gmail.com>
References: <E5D4E084CDBAF84C8D69BC83ACAC5882334966@sydcbsexc001.classicblue.corp>
	<6792fb9a0602220051t5a645e5bgc70698180fee7d0f@mail.gmail.com>
Message-ID: <43FC7790.1070002@ucrwcu.rwc.uc.edu>



Mustafa Badawi wrote:
> Thanks for your reply.
>
> Actually I was wondering if this could be done by configuring RT 
> itself. It would be more secure that way. If it is not configurable 
> through RT I think this would be a major drawback! It would be much 
> more professional if my clients logon to a self services portal and 
> use it to send their tickets. Having RT automatically create new users 
> as watchers each time a client uses a new name/email in the requestor 
> field is nonsense! 

This may be the case for your application, but in general, autocreating 
users is not a bad thing.  I would guess that most users of RT have 
people email requests in to their system, thereby needing to create 
users on the fly.  Look around on the wiki.  You should be able to 
customize that page so that they can not change the contents of the 
requestor box.  I would recommend looking at 
http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT for more on this.

> Moreover, the user gets an error saying that he has no permissions to 
> view the ticket since I have only given the requestor the permission 
> to view the ticket and in our case, the requestor is not the person 
> logged on to RT because he used another name/email in the requestor 
> field. I might have perceived the system wrongly but this is the 
> conclusion I came up with. If anyone has other ideas please let me know.
>
>
> Mustafa Badawi
>
> On 2/21/06, *Ben Robson* < ben.robson at classicblue.com.au 
> <mailto:ben.robson at classicblue.com.au>> wrote:
>
>     This link might be of help:
>     http://www.htmlhelp.com/reference/html40/forms/input.html
>      
>     You should be able to (and note I havn't checked this at all)
>     modify the code that shows the ticket creation form and set the
>     READONLY flag on the <INPUT> box for the Requestor.
>      
>     That way the requestor, autofilled, gets displayed, but the user
>     can't edit it.
>      
>     The other way would be to edit the same code, just don't display
>     the $ticket->requestor (not actual syntax) value in a
>     pre-completed <INPUT> box, just display it as text instead.
>      
>     So if the code said <INPUT NAME=requestor
>     VALUE=$ticket->requestor>  change this to just be
>     <B>$ticket->requestor</B> thus removing the ability to change the
>     value.
>      
>     BenR
>
>     ------------------------------------------------------------------------
>     *From:* rt-users-bounces at lists.bestpractical.com
>     <mailto:rt-users-bounces at lists.bestpractical.com> on behalf of
>     Jason Fenner
>     *Sent:* Wed 22/02/2006 2:31 AM
>     *To:* Mustafa Badawi
>     *Cc:* rt-users at lists.bestpractical.com
>     <mailto:rt-users at lists.bestpractical.com>
>     *Subject:* Re: [rt-users] RT For an ISP
>
>     Have you found a fix for this yet?
>
>     Mustafa Badawi wrote:
>
>     >Dear All
>     >
>     >I am trying to use RT for my dialup clients. I only want my
>     clients to use
>     >the web interface to create tickets and not the email interface. I
>     have
>     >created an unprivileged RT account for each of my users. The
>     problem I have
>     >is that when the user logs on and selects the queue I have
>     provided he/she
>     >can enter any value in the requestor field thus automatically
>     creating a new
>     >user as a watcher. The rightful requestor of the ticket (the
>     account I have
>     >created) cannot actually view the new ticket because he/she has no
>     >permission to view it.
>     >Is there a way of forcing the requestor to be the RT account I
>     have already
>     >created! Keeping in mind that I do not want users seeing all the
>     tickets in
>     >the queue - only their own tickets.
>     >Any hints would be greatly appreciated
>     >
>     >Mustafa Badawi
>     >
>     > 
>     >
>     >------------------------------------------------------------------------
>     >
>     >_______________________________________________
>     > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>     >
>     >Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>     >
>     >Download a free sample chapter of RT Essentials from O'Reilly
>     Media at http://rtbook.bestpractical.com
>     >
>     >WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>     >San Francisco - Find out more at
>     http://bestpractical.com/services/training.html
>     >
>
>
>     _______________________________________________
>     http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>     <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
>
>     ............................................................................................................................
>
>     This email (including all attachments) is intended solely for the named addressee. It is confidential and may contain legally privileged information. If you receive it in error, please let us know by reply email, do not disclose any information contained in it, delete it from your system and destroy any copies. This email is also subject to copyright. No part of it should be reproduced, adapted or transmitted without the written consent of the copyright owner. Emails may be interfered with, may contain computer viruses or other defects and may not be successfully replicated on other systems.
>
>
>
>     We give no warranties in relation to these matters. If you have any doubts about the authenticity of an email purportedly sent by us, please contact us immediately.  Privacy - Please be aware that information provided in response to this email may contain personal information, which Classic Blue may collect, and use for the purposes of marketing information technology products and services to you.  For further information regarding Classic Blue's privacy policies please refer to 
>
>     www.classicblue.com.au <http://www.classicblue.com.au>
>     ............................................................................................................................
>         
>
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html

-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati



From mustafa.badawi at gmail.com  Wed Feb 22 09:52:35 2006
From: mustafa.badawi at gmail.com (Mustafa Badawi)
Date: Wed, 22 Feb 2006 16:52:35 +0200
Subject: [rt-users] RT For an ISP
In-Reply-To: <43FC7790.1070002@ucrwcu.rwc.uc.edu>
References: <E5D4E084CDBAF84C8D69BC83ACAC5882334966@sydcbsexc001.classicblue.corp>
	<6792fb9a0602220051t5a645e5bgc70698180fee7d0f@mail.gmail.com>
	<43FC7790.1070002@ucrwcu.rwc.uc.edu>
Message-ID: <6792fb9a0602220652j336d5485n2c6497825b99d4a9@mail.gmail.com>

Thanks Drew, but it seems that someone has messed up the link you
provided!!! any mirrors or alternatives?

On 2/22/06, Drew Barnes <barnesaw at ucrwcu.rwc.uc.edu> wrote:
>
>
>
> Mustafa Badawi wrote:
> > Thanks for your reply.
> >
> > Actually I was wondering if this could be done by configuring RT
> > itself. It would be more secure that way. If it is not configurable
> > through RT I think this would be a major drawback! It would be much
> > more professional if my clients logon to a self services portal and
> > use it to send their tickets. Having RT automatically create new users
> > as watchers each time a client uses a new name/email in the requestor
> > field is nonsense!
>
> This may be the case for your application, but in general, autocreating
> users is not a bad thing.  I would guess that most users of RT have
> people email requests in to their system, thereby needing to create
> users on the fly.  Look around on the wiki.  You should be able to
> customize that page so that they can not change the contents of the
> requestor box.  I would recommend looking at
> http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT for more on
> this.
>
> > Moreover, the user gets an error saying that he has no permissions to
> > view the ticket since I have only given the requestor the permission
> > to view the ticket and in our case, the requestor is not the person
> > logged on to RT because he used another name/email in the requestor
> > field. I might have perceived the system wrongly but this is the
> > conclusion I came up with. If anyone has other ideas please let me know.
> >
> >
> > Mustafa Badawi
> >
> > On 2/21/06, *Ben Robson* < ben.robson at classicblue.com.au
> > <mailto:ben.robson at classicblue.com.au>> wrote:
> >
> >     This link might be of help:
> >     http://www.htmlhelp.com/reference/html40/forms/input.html
> >
> >     You should be able to (and note I havn't checked this at all)
> >     modify the code that shows the ticket creation form and set the
> >     READONLY flag on the <INPUT> box for the Requestor.
> >
> >     That way the requestor, autofilled, gets displayed, but the user
> >     can't edit it.
> >
> >     The other way would be to edit the same code, just don't display
> >     the $ticket->requestor (not actual syntax) value in a
> >     pre-completed <INPUT> box, just display it as text instead.
> >
> >     So if the code said <INPUT NAME=requestor
> >     VALUE=$ticket->requestor>  change this to just be
> >     <B>$ticket->requestor</B> thus removing the ability to change the
> >     value.
> >
> >     BenR
> >
> >
> ------------------------------------------------------------------------
> >     *From:* rt-users-bounces at lists.bestpractical.com
> >     <mailto:rt-users-bounces at lists.bestpractical.com> on behalf of
> >     Jason Fenner
> >     *Sent:* Wed 22/02/2006 2:31 AM
> >     *To:* Mustafa Badawi
> >     *Cc:* rt-users at lists.bestpractical.com
> >     <mailto:rt-users at lists.bestpractical.com>
> >     *Subject:* Re: [rt-users] RT For an ISP
> >
> >     Have you found a fix for this yet?
> >
> >     Mustafa Badawi wrote:
> >
> >     >Dear All
> >     >
> >     >I am trying to use RT for my dialup clients. I only want my
> >     clients to use
> >     >the web interface to create tickets and not the email interface. I
> >     have
> >     >created an unprivileged RT account for each of my users. The
> >     problem I have
> >     >is that when the user logs on and selects the queue I have
> >     provided he/she
> >     >can enter any value in the requestor field thus automatically
> >     creating a new
> >     >user as a watcher. The rightful requestor of the ticket (the
> >     account I have
> >     >created) cannot actually view the new ticket because he/she has no
> >     >permission to view it.
> >     >Is there a way of forcing the requestor to be the RT account I
> >     have already
> >     >created! Keeping in mind that I do not want users seeing all the
> >     tickets in
> >     >the queue - only their own tickets.
> >     >Any hints would be greatly appreciated
> >     >
> >     >Mustafa Badawi
> >     >
> >     >
> >     >
> >
> >------------------------------------------------------------------------
> >     >
> >     >_______________________________________________
> >     > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >     >
> >     >Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >     >
> >     >Download a free sample chapter of RT Essentials from O'Reilly
> >     Media at http://rtbook.bestpractical.com
> >     >
> >     >WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston
> and
> >     >San Francisco - Find out more at
> >     http://bestpractical.com/services/training.html
> >     >
> >
> >
> >     _______________________________________________
> >     http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >     <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
> >
> >
> ............................................................................................................................
> >
> >     This email (including all attachments) is intended solely for the
> named addressee. It is confidential and may contain legally privileged
> information. If you receive it in error, please let us know by reply email,
> do not disclose any information contained in it, delete it from your system
> and destroy any copies. This email is also subject to copyright. No part of
> it should be reproduced, adapted or transmitted without the written consent
> of the copyright owner. Emails may be interfered with, may contain computer
> viruses or other defects and may not be successfully replicated on other
> systems.
> >
> >
> >
> >     We give no warranties in relation to these matters. If you have any
> doubts about the authenticity of an email purportedly sent by us, please
> contact us immediately.  Privacy - Please be aware that information provided
> in response to this email may contain personal information, which Classic
> Blue may collect, and use for the purposes of marketing information
> technology products and services to you.  For further information regarding
> Classic Blue's privacy policies please refer to
> >
> >     www.classicblue.com.au <http://www.classicblue.com.au>
> >
> ............................................................................................................................
> >
> >
> >
> > ------------------------------------------------------------------------
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >
> > Download a free sample chapter of RT Essentials from O'Reilly Media at
> http://rtbook.bestpractical.com
> >
> > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> > San Francisco - Find out more at
> http://bestpractical.com/services/training.html
>
> --
> Drew Barnes
> Applications Analyst
> Raymond Walters College
> University of Cincinnati
>
>
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From bobg at uic.edu  Wed Feb 22 10:10:42 2006
From: bobg at uic.edu (Bob Goldstein)
Date: Wed, 22 Feb 2006 09:10:42 -0600
Subject: [rt-users] RT For an ISP 
In-Reply-To: Your message of "Wed, 22 Feb 2006 10:51:14 +0200."
	<6792fb9a0602220051t5a645e5bgc70698180fee7d0f@mail.gmail.com> 
Message-ID: <200602221510.k1MFAgkX029213@remora.cc.uic.edu>

>Actually I was wondering if this could be done by configuring RT itself. It
>would be more secure that way. If it is not configurable through RT I think
>this would be a major drawback! It would be much more professional if my
>clients logon to a self services portal and use it to send their tickets.
>Having RT automatically create new users as watchers each time a client use=
>s
>a new name/email in the requestor field is nonsense! Moreover, the user get=

    
    I don't follow your logic.  Obviously each ticket needs to contain
    whatever email address was used, so that you can send any response
    back to the requestor. 

    RT doesn't actually store that email address with the ticket.
    Instead, it puts it in a separate table called "Users" and
    stores the internal id of the row (user) with the ticket.

    Think of it this way -- a watcher or requestor is not
    a simple email address, it is a complicated structure that
    can hold name, phone, comments, and so on.  And, if a given
    watcher ends up connected to many tickets, RT can tell you that.
    There is a lot of sense in this design.

    You want only the requestor to view the ticket?  You need to
    identify the logged-on person, before you can determine what
    he is a reqestor for. How else would you do that?  Generally,
    if a person uses multiple email addresses, it's quite hard
    to know it's the same person.

       bobg



>s
>an error saying that he has no permissions to view the ticket since I have
>only given the requestor the permission to view the ticket and in our case,
>the requestor is not the person logged on to RT because he used another
>name/email in the requestor field. I might have perceived the system wrongl=
>y
>but this is the conclusion I came up with. If anyone has other ideas please
>let me know.
>
>
>Mustafa Badawi
>
>On 2/21/06, Ben Robson <ben.robson at classicblue.com.au> wrote:
>>
>>  This link might be of help:
>> http://www.htmlhelp.com/reference/html40/forms/input.html
>>
>> You should be able to (and note I havn't checked this at all) modify the
>> code that shows the ticket creation form and set the READONLY flag on the
>> <INPUT> box for the Requestor.
>>
>> That way the requestor, autofilled, gets displayed, but the user can't
>> edit it.
>>
>> The other way would be to edit the same code, just don't display the
>> $ticket->requestor (not actual syntax) value in a pre-completed <INPUT> b=
>ox,
>> just display it as text instead.
>>
>> So if the code said <INPUT NAME=3Drequestor VALUE=3D$ticket->requestor>
>> change this to just be <B>$ticket->requestor</B> thus removing the abilit=
>y
>> to change the value.
>>
>> BenR
>>
>> ------------------------------
>> *From:* rt-users-bounces at lists.bestpractical.com on behalf of Jason Fenne=
>r
>> *Sent:* Wed 22/02/2006 2:31 AM
>> *To:* Mustafa Badawi
>> *Cc:* rt-users at lists.bestpractical.com
>> *Subject:* Re: [rt-users] RT For an ISP
>>
>>  Have you found a fix for this yet?
>>
>> Mustafa Badawi wrote:
>>
>> >Dear All
>> >
>> >I am trying to use RT for my dialup clients. I only want my clients to
>> use
>> >the web interface to create tickets and not the email interface. I have
>> >created an unprivileged RT account for each of my users. The problem I
>> have
>> >is that when the user logs on and selects the queue I have provided
>> he/she
>> >can enter any value in the requestor field thus automatically creating a
>> new
>> >user as a watcher. The rightful requestor of the ticket (the account I
>> have
>> >created) cannot actually view the new ticket because he/she has no
>> >permission to view it.
>> >Is there a way of forcing the requestor to be the RT account I have
>> already
>> >created! Keeping in mind that I do not want users seeing all the tickets
>> in
>> >the queue - only their own tickets.
>> >Any hints would be greatly appreciated
>> >
>> >Mustafa Badawi
>> >
>> >
>> >
>> >------------------------------------------------------------------------
>> >
>> >_______________________________________________
>> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> >
>> >Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>> >
>> >Download a free sample chapter of RT Essentials from O'Reilly Media at
>> http://rtbook.bestpractical.com
>> >
>> >WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>> >San Francisco - Find out more at
>> http://bestpractical.com/services/training.html
>> >
>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>
>> Download a free sample chapter of RT Essentials from O'Reilly Media at
>> http://rtbook.bestpractical.com
>>
>> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>> San Francisco - Find out more at
>> http://bestpractical.com/services/training.html
>>
>> .........................................................................=
>...................................................
>>
>> This email (including all attachments) is intended solely for the named a=
>ddressee. It is confidential and may contain legally privileged information=
>. If you receive it in error, please let us know by reply email, do not dis=
>close any information contained in it, delete it from your system and destr=
>oy any copies. This email is also subject to copyright. No part of it shoul=
>d be reproduced, adapted or transmitted without the written consent of the =
>copyright owner. Emails may be interfered with, may contain computer viruse=
>s or other defects and may not be successfully replicated on other systems.
>>
>>
>> We give no warranties in relation to these matters. If you have any doubt=
>s about the authenticity of an email purportedly sent by us, please contact=
> us immediately.  Privacy - Please be aware that information provided in re=
>sponse to this email may contain personal information, which Classic Blue m=
>ay collect, and use for the purposes of marketing information technology pr=
>oducts and services to you.  For further information regarding Classic Blue=
>'s privacy policies please refer to
>> www.classicblue.com.au
>> .........................................................................=
>...................................................
>>
>>
>
>------=_Part_16644_25236981.1140598274888
>Content-Type: text/html; charset=ISO-8859-1
>Content-Transfer-Encoding: quoted-printable
>Content-Disposition: inline
>
>Thanks for your reply.<br><br>Actually I was wondering if this could be don=
>e by configuring RT itself. It would be more secure that way. If it is not =
>configurable through RT I think this would be a major drawback! It would be=
> much more professional if my clients logon to a self services portal and u=
>se it to send their tickets. Having RT automatically create new users as wa=
>tchers each time a client uses a new name/email in the requestor field is n=
>onsense! Moreover, the user gets an error saying that he has no permissions=
> to view the ticket since I have only given the requestor the permission to=
> view the ticket and in our case, the requestor is not the person logged on=
> to RT because he used another name/email in the requestor field. I might h=
>ave perceived the system wrongly but this is the conclusion I came up with.=
> If anyone has other ideas please let me know.
><br><br><br>Mustafa Badawi<br><br><div><span class=3D"gmail_quote">On 2/21/=
>06, <b class=3D"gmail_sendername">Ben Robson</b> &lt;<a href=3D"mailto:ben.=
>robson at classicblue.com.au" target=3D"_blank" onclick=3D"return top.js.OpenE=
>xtLink(window,event,this)">
>ben.robson at classicblue.com.au</a>&gt; wrote:</span>
><blockquote class=3D"gmail_quote" style=3D"border-left: 1px solid rgb(204, =
>204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;">
>
>
>
>
>
>
>
>
><div dir=3D"ltr">
><div dir=3D"ltr"><font color=3D"#000000" face=3D"Arial" size=3D"2">This lin=
>k might be of help:=20
><a href=3D"http://www.htmlhelp.com/reference/html40/forms/input.html" targe=
>t=3D"_blank" onclick=3D"return top.js.OpenExtLink(window,event,this)">http:=
>//www.htmlhelp.com/reference/html40/forms/input.html</a></font></div>
><div dir=3D"ltr"><font face=3D"Arial" size=3D"2"></font>&nbsp;</div>
><div dir=3D"ltr"><font face=3D"Arial" size=3D"2">You should be able to (and=
> note I havn't=20
>checked this at all) modify the code that shows the ticket creation form an=
>d set=20
>the READONLY flag on the &lt;INPUT&gt; box for the Requestor.</font></div>
><div dir=3D"ltr"><font face=3D"Arial" size=3D"2"></font>&nbsp;</div>
><div dir=3D"ltr"><font face=3D"Arial" size=3D"2">That way the requestor, au=
>tofilled, gets=20
>displayed, but the user can't edit it.</font></div>
><div dir=3D"ltr"><font face=3D"Arial" size=3D"2"></font>&nbsp;</div>
><div dir=3D"ltr"><font face=3D"Arial" size=3D"2">The other way would be to =
>edit the same=20
>code, just don't display the $ticket-&gt;requestor (not actual=20
>syntax)&nbsp;value in a pre-completed &lt;INPUT&gt; box, just display it as=
> text=20
>instead.</font></div>
><div dir=3D"ltr"><font face=3D"Arial" size=3D"2"></font>&nbsp;</div>
><div dir=3D"ltr"><font face=3D"Arial" size=3D"2">So if the code said &lt;IN=
>PUT=20
>NAME=3Drequestor VALUE=3D$ticket-&gt;requestor&gt;&nbsp; change this to jus=
>t be=20
>&lt;B&gt;$ticket-&gt;requestor&lt;/B&gt; thus removing the ability to chang=
>e the=20
>value.</font></div>
><div dir=3D"ltr"><font face=3D"Arial" size=3D"2"></font>&nbsp;</div>
><div dir=3D"ltr"><font face=3D"Arial" size=3D"2">BenR</font></div></div>
><div dir=3D"ltr"><br>
><hr>
><font face=3D"Tahoma" size=3D"2"><b>From:</b> <a href=3D"mailto:rt-users-bo=
>unces at lists.bestpractical.com" target=3D"_blank" onclick=3D"return top.js.O=
>penExtLink(window,event,this)">rt-users-bounces at lists.bestpractical.com</a>=
>=20
>on behalf of Jason Fenner<br><b>Sent:</b> Wed 22/02/2006 2:31 AM<br><b>To:<=
>/b>=20
>Mustafa Badawi<br><b>Cc:</b> <a href=3D"mailto:rt-users at lists.bestpractical=
>.com" target=3D"_blank" onclick=3D"return top.js.OpenExtLink(window,event,t=
>his)">rt-users at lists.bestpractical.com</a><br><b>Subject:</b>=20
>Re: [rt-users] RT For an ISP<br></font><br></div><div><span>
><div>
><p><font size=3D"2">Have you found a fix for this yet?<br><br>Mustafa Badaw=
>i=20
>wrote:<br><br>&gt;Dear All<br>&gt;<br>&gt;I am trying to use RT for my dial=
>up=20
>clients. I only want my clients to use<br>&gt;the web interface to create=
>=20
>tickets and not the email interface. I have<br>&gt;created an unprivileged =
>RT=20
>account for each of my users. The problem I have<br>&gt;is that when the us=
>er=20
>logs on and selects the queue I have provided he/she<br>&gt;can enter any v=
>alue=20
>in the requestor field thus automatically creating a new<br>&gt;user as a=
>=20
>watcher. The rightful requestor of the ticket (the account I=20
>have<br>&gt;created) cannot actually view the new ticket because he/she has=
>=20
>no<br>&gt;permission to view it.<br>&gt;Is there a way of forcing the reque=
>stor=20
>to be the RT account I have already<br>&gt;created! Keeping in mind that I =
>do=20
>not want users seeing all the tickets in<br>&gt;the queue - only their own=
>=20
>tickets.<br>&gt;Any hints would be greatly appreciated<br>&gt;<br>&gt;Musta=
>fa=20
>Badawi<br>&gt;<br>&gt;&nbsp;<br>&gt;<br>&gt;-------------------------------=
>-----------------------------------------<br>&gt;<br>&gt;__________________=
>_____________________________<br>&gt;<a href=3D"http://lists.bestpractical.=
>com/cgi-bin/mailman/listinfo/rt-users" target=3D"_blank" onclick=3D"return =
>top.js.OpenExtLink(window,event,this)">
>
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users</a><br>&gt=
>;<br>&gt;Be=20
>sure to check out the RT Wiki at <a href=3D"http://wiki.bestpractical.com" =
>target=3D"_blank" onclick=3D"return top.js.OpenExtLink(window,event,this)">=
>http://wiki.bestpractical.com</a><br>&gt;<br>&gt;Download=20
>a free sample chapter of RT Essentials from O'Reilly Media at <a href=3D"ht=
>tp://rtbook.bestpractical.com" target=3D"_blank" onclick=3D"return top.js.O=
>penExtLink(window,event,this)">http://rtbook.bestpractical.com</a><br>&gt;<=
>br>
>
>&gt;WE'RE=20
>COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and<br>&gt;San=
>=20
>Francisco - Find out more at <a href=3D"http://bestpractical.com/services/t=
>raining.html" target=3D"_blank" onclick=3D"return top.js.OpenExtLink(window=
>,event,this)">http://bestpractical.com/services/training.html</a><br>&gt;<b=
>r>
>
><br><br>_______________________________________________<br><a href=3D"http:=
>//lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users" target=3D"_bla=
>nk" onclick=3D"return top.js.OpenExtLink(window,event,this)">http://lists.b=
>estpractical.com/cgi-bin/mailman/listinfo/rt-users
></a><br><br>Be=20
>sure to check out the RT Wiki at <a href=3D"http://wiki.bestpractical.com" =
>target=3D"_blank" onclick=3D"return top.js.OpenExtLink(window,event,this)">=
>http://wiki.bestpractical.com</a><br><br>Download=20
>a free sample chapter of RT Essentials from O'Reilly Media at <a href=3D"ht=
>tp://rtbook.bestpractical.com" target=3D"_blank" onclick=3D"return top.js.O=
>penExtLink(window,event,this)">http://rtbook.bestpractical.com</a><br><br>W=
>E'RE=20
>COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and<br>San Fran=
>cisco=20
>- Find out more at <a href=3D"http://bestpractical.com/services/training.ht=
>ml" target=3D"_blank" onclick=3D"return top.js.OpenExtLink(window,event,thi=
>s)">http://bestpractical.com/services/training.html</a><br></font></p></div=
>>
>
></span></div>
>
><pre>......................................................................=
>......................................................<br><br>This email (i=
>ncluding all attachments) is intended solely for the named addressee. It is=
> confidential and may contain legally privileged information. If you receiv=
>e it in error, please let us know by reply email, do not disclose any infor=
>mation contained in it, delete it from your system and destroy any copies. =
>This email is also subject to copyright. No part of it should be reproduced=
>, adapted or transmitted without the written consent of the copyright owner=
>. Emails may be interfered with, may contain computer viruses or other defe=
>cts and may not be successfully replicated on other systems.
><br><br><br>We give no warranties in relation to these matters. If you have=
> any doubts about the authenticity of an email purportedly sent by us, plea=
>se contact us immediately.  Privacy - Please be aware that information prov=
>ided in response to this email may contain personal information, which Clas=
>sic Blue may collect, and use for the purposes of marketing information tec=
>hnology products and services to you.  For further information regarding Cl=
>assic Blue's privacy policies please refer to=20
><br><a href=3D"http://www.classicblue.com.au" target=3D"_blank" onclick=3D"=
>return top.js.OpenExtLink(window,event,this)">www.classicblue.com.au</a>
>...........................................................................=
>.................................................<br></pre>
>
></blockquote></div><br>
>
>
>------=_Part_16644_25236981.1140598274888--
>
>--===============0688665070==
>Content-Type: text/plain; charset="us-ascii"
>MIME-Version: 1.0
>Content-Transfer-Encoding: 7bit
>Content-Disposition: inline
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
>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.ht
>ml
>--===============0688665070==--
>


From sunzhoujian at yahoo.com  Wed Feb 22 10:57:13 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Wed, 22 Feb 2006 07:57:13 -0800 (PST)
Subject: [rt-users] A few Modules are very difficult to install
In-Reply-To: <43FBF281.4070700@gmail.com>
Message-ID: <20060222155713.99192.qmail@web33811.mail.mud.yahoo.com>

What username/password should I change to? I have set
up the passive mode, however, it still doesn't work.

--- Chaim Rieger <riegersteve at gmail.com> wrote:

> zhou jian wrote:
> > After manually running CPAN, I fixed most of the
> > modules. However, there are still a few of them, I
> > couldn't install them.
> >         HTTP::Server::Simple 0.07...MISSING
> >         HTTP::Server::Simple::Mason 0.09...MISSING
> >         WWW::Mechanize ...MISSING
> >         Test::WWW::Mechanize ...MISSING
> >         DBD::mysql 2.1018...MISSING
> >
> > I ran into deadlock when I was installing these
> > modules. For the first four modules, I suspect
> that
> > the reason is firewall or something. For the last
> one,
> > I suspect that because mysql has a root password.
> I
> > couldn't specify that with CPAN. Any ideas on
> solving
> > this issue?
> >
> >
> > [root at osg-tg2 rt-3.4.5]# make testdeps
> > /usr/local/bin/perl ./sbin/rt-test-dependencies
> > --verbose --with-mysql
> > perl:
> >         5.8.3...found
> > users:
> >         rt group (rt)...found
> >         bin owner (root)...found
> >         libs owner (root)...found
> >         libs group (bin)...found
> >         web owner (apache)...found
> >         web group (apache)...found
> > MASON dependencies:
> >         Params::Validate 0.02...found
> >         Cache::Cache ...found
> >         Exception::Class 1.14...found
> >         HTML::Mason 1.23...found
> >         MLDBM ...found
> >         Errno ...found
> >         FreezeThaw ...found
> >         Digest::MD5 2.27...found
> >         CGI::Cookie 1.20...found
> >         Storable 2.08...found
> >         Apache::Session 1.53...found
> >         XML::RSS 1.05...found
> >         HTTP::Server::Simple 0.07...MISSING
> >         HTTP::Server::Simple::Mason 0.09...MISSING
> >         Text::WikiFormat ...found
> > MAILGATE dependencies:
> >         HTML::TreeBuilder ...found
> >         HTML::FormatText ...found
> >         Getopt::Long ...found
> >         LWP::UserAgent ...found
> > CLI dependencies:
> >         Getopt::Long 2.24...found
> > CORE dependencies:
> >         Digest::base ...found
> >         Digest::MD5 2.27...found
> >         DBI 1.37...found
> >         Test::Inline ...found
> >         Class::ReturnValue 0.40...found
> >         DBIx::SearchBuilder 1.35...found
> >         Text::Template ...found
> >         File::Spec 0.8...found
> >         HTML::Entities ...found
> >         HTML::Scrubber 0.08...found
> >         Net::Domain ...found
> >         Log::Dispatch 2.0...found
> >         Locale::Maketext 1.06...found
> >         Locale::Maketext::Lexicon 0.32...found
> >         Locale::Maketext::Fuzzy ...found
> >         MIME::Entity 5.108...found
> >         Mail::Mailer 1.57...found
> >         Net::SMTP ...found
> >         Text::Wrapper ...found
> >         Time::ParseDate ...found
> >         Time::HiRes ...found
> >         File::Temp ...found
> >         Term::ReadKey ...found
> >         Text::Autoformat ...found
> >         Text::Quoted 1.3...found
> >         Tree::Simple 1.04...found
> >         Scalar::Util ...found
> >         Module::Versions::Report ...found
> >         Cache::Simple::TimedExpiry ...found
> >         XML::Simple ...found
> > DEV dependencies:
> >         Regexp::Common ...found
> >         Test::Inline ...found
> >         Apache::Test ...found
> >         HTML::Form ...found
> >         HTML::TokeParser ...found
> >         WWW::Mechanize ...MISSING
> >         Test::WWW::Mechanize ...MISSING
> >         Module::Refresh 0.03...found
> > MYSQL dependencies:
> >         DBD::mysql 2.1018...MISSING
> >  
> > SOMETHING WAS MISSING!
> >
> >
> > --- zhou jian <sunzhoujian at yahoo.com> wrote:
> >
> >   
> >> t/live/form.............ok
> >> t/live/get..............ok 1/26Parsing of
> undecoded
> >> UTF-8 will give garbage when decoding entities at
> >>
> >>     
> >
>
/root/.cpan/build/WWW-Mechanize-1.18/blib/lib/WWW/Mechanize.pm
> >   
> >> line 449.
> >> t/live/get..............ok
> >>         1/26 skipped: Test::Memory::Cycle not
> >> installed
> >> t/live/reload...........ok
> >>         1/13 skipped: Test::Memory::Cycle not
> >> installed
> >> t/live/submit...........ok
> >>         1/9 skipped: Test::Memory::Cycle not
> >> installed
> >> t/local/back............ok 1/38# Started
> >> http://localhost:34653/
> >>
> >>
> >> Then it stuck in this place. Does anyone also go
> >> through the process as me? I mean a fresh
> >> installation, but it encounters a lot of issues.
> >>
> >> --- zhou jian <sunzhoujian at yahoo.com> wrote:
> >>
> >>     
> >>> Hello everyone,
> >>>
> >>> I got a book about RT and try to install RT
> >>> correctly.
> >>> However, I kept getting dependencies errors. I
> >>>       
> >> tried
> >>     
> >>> to fix that one by make fixdeps. However, I
> >>> encountered the problems.
> >>>
> >>>
> >>> [root at osg-tg2 rt-3.4.5]# make testdeps
> >>> /usr/local/bin/perl ./sbin/rt-test-dependencies
> >>> --verbose --with-mysql
> >>> perl:
> >>>         5.8.3...found
> >>> users:
> >>>         rt group (rt)...found
> >>>         bin owner (root)...found
> >>>         libs owner (root)...found
> >>>         libs group (bin)...found
> >>>         web owner (apache)...found
> >>>         web group (apache)...found
> >>> MASON dependencies:
> >>>         Params::Validate 0.02...found
> >>>         Cache::Cache ...found
> >>>         Exception::Class 1.14...found
> >>>         HTML::Mason 1.23...found
> >>>         MLDBM ...found
> >>>         Errno ...found
> >>>         FreezeThaw ...found
> >>>         Digest::MD5 2.27...found
> >>>         CGI::Cookie 1.20...found
> >>>         Storable 2.08...found
> >>>         Apache::Session 1.53...found
> >>>         XML::RSS 1.05...found
> >>>         HTTP::Server::Simple 0.07...MISSING
> >>>         HTTP::Server::Simple::Mason
> 0.09...MISSING
> >>>         Text::WikiFormat ...found
> >>> MAILGATE dependencies:
> >>>         HTML::TreeBuilder ...MISSING
> >>>         HTML::FormatText ...MISSING
> >>>         Getopt::Long ...found
> >>>         LWP::UserAgent ...found
> >>> CLI dependencies:
> >>>         Getopt::Long 2.24...found
> >>> CORE dependencies:
> >>>         Digest::base ...found
> >>>         Digest::MD5 2.27...found
> >>>         DBI 1.37...MISSING
> >>>         Test::Inline ...found
> >>>         Class::ReturnValue 0.40...MISSING
> >>>         DBIx::SearchBuilder 1.35...MISSING
> >>>         Text::Template ...MISSING
> >>>         File::Spec 0.8...found
> >>>         HTML::Entities ...found
> >>>         HTML::Scrubber 0.08...MISSING
> >>>         Net::Domain ...found
> >>>         Log::Dispatch 2.0...MISSING
> >>>         Locale::Maketext 1.06...found
> >>>         Locale::Maketext::Lexicon 0.32...MISSING
> >>>         Locale::Maketext::Fuzzy ...MISSING
> >>>         MIME::Entity 5.108...MISSING
> 
=== message truncated ===


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From dshannon at techfluent.com  Wed Feb 22 11:08:56 2006
From: dshannon at techfluent.com (Duncan Shannon)
Date: Wed, 22 Feb 2006 10:08:56 -0600
Subject: [rt-users] RT For an ISP
Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB4509C9E4@TF-FS2.internal.techfluent.com>

>Thanks Drew, but it seems that someone has messed up the link you
>provided!!! any mirrors or alternatives?


See the revisions link? You can page thru all the revisions of the wiki
page.. if you go back to rev 56 you can see the page as it should exist

http://wiki.bestpractical.com/index.cgi?action=revisions&page_name=Clean
lyCustomizeRT&revision_id=54


I was going to get some editor permissions on the wiki so I could help
clean this stuff up.... Just waiting on Jesse ;) <nudge> <nudge> (jesse
is obviously a busy guy)

duncan



From sunzhoujian at yahoo.com  Wed Feb 22 11:23:29 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Wed, 22 Feb 2006 08:23:29 -0800 (PST)
Subject: [rt-users] A few Modules are very difficult to install
Message-ID: <20060222162329.62278.qmail@web33813.mail.mud.yahoo.com>

I setup the PASSIVE mode, and I still got stucked in
the following position. I had the "RT Essential"book
handy. Where can i find the suggestions for the
prerequisit or something else?


t/image-new.............ok
t/image-parse...........ok
t/link-base.............ok
t/link-relative.........ok
t/link..................ok
t/local/back............ok 1/38# Started
http://localhost:45743/
 
#   Failed test 'Fetched OK'
#   in t/local/back.t at line 51.
 
#   Failed test 'Followed OK'
#   in t/local/back.t at line 57.
Use of uninitialized value in concatenation (.) or
string at
/root/.cpan/build/WWW-Mechanize-1.18/blib/lib/WWW/Mechanize.pm
line 1778, <$server> line 1.
Can't find any link matching Images on this page () at
t/local/back.t line 63
 
#   Failed test 'Followed OK'
#   in t/local/back.t at line 64.
No form defined at t/local/back.t line 71
t/local/back............NOK 9

__________________________________________________
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Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From vivek at khera.org  Wed Feb 22 11:35:59 2006
From: vivek at khera.org (Vivek Khera)
Date: Wed, 22 Feb 2006 11:35:59 -0500
Subject: [rt-users] VMware player RT anyone?
In-Reply-To: <43FC4A03.5000803@ultra-secure.de>
References: <1140116362.15269.141.camel@moola.futuresource.com>
	<43FC4A03.5000803@ultra-secure.de>
Message-ID: <7AD54E98-1E14-4615-822F-4085A2CBCE3A@khera.org>


On Feb 22, 2006, at 6:24 AM, Rainer Duffner wrote:

> The FreeBSD5.4+postgresql combo has been working here flawlessly  
> for almost a year - and almost from the start.

For a long time I ran a hand-installed RT on a hand-installed perl +  
mod_perl on FreeBSD 4.10.  Recently we purchased a dedicated box  
(Dell PE 1850 w/ hardware RAID and 1GB RAM) for RT and its postgres  
database.  Everything was installed via the FreeBSD ports and using  
FastCGI.  It was nearly trivial to install it this way and migrate  
the data was also trivial with postgres dump + reload.  Downtime was  
about 5 minutes.

Which brings me to my question: has anyone updated the port to  
3.4.5?  Autrijus seems to be MIA and is not returning emails, and it  
has been a while...



From dave at frankandbeans.org  Wed Feb 22 11:51:29 2006
From: dave at frankandbeans.org (Dave Surmon)
Date: Wed, 22 Feb 2006 10:51:29 -0600
Subject: [rt-users] import users
In-Reply-To: <43F0D5FC.2080908@vitamix.com>
References: <15A56185-6ACB-42A3-ACC8-8A0A2088A9B3@frankandbeans.org>
	<43F0D112.4000007@vitamix.com>
	<B47D3E09-50F6-4161-AC3F-9AA2E51C1C8A@frankandbeans.org>
	<43F0D5FC.2080908@vitamix.com>
Message-ID: <8423F757-6B32-40BD-A67B-DBC033B9F62D@frankandbeans.org>

It only partially does it.  I need a script that creates a batch of  
users from my ldap directory server.

On Feb 13, 2006, at 12:54 PM, Jason Fenner wrote:

> This would do that for you, wouldn't it?
>
> http://blank.org/memory/output/rt-ad-sso.html
>
> Dave Surmon wrote:
>
>> because I want users and their information within RT and I need  
>> them  within RT before the creation of tickets.
>>
>> On Feb 13, 2006, at 12:33 PM, Jason Fenner wrote:
>>
>>> Why not jsut authenticate against the ADS server live?
>>>
>>> Dave Surmon wrote:
>>>
>>>> I would like to import existing users within our Active Server    
>>>> Directory into Request Tracker.  Once there I will then   
>>>> authenticate  from Apache.  I found this great link (http://  
>>>> www.gossamer- threads.com/lists/rt/users/17084?search_string=ldap 
>>>> % 20user;#17084)  with a tar attachment (rtimportldap.tar) that  
>>>> does  just the thing but  it's now more than three years old.   
>>>> Is it  still valid or has  something else come along to replace it?
>>>>
>>>> Thanks!
>>>>
>>>>
>>>> _______________________________________________
>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>
>>>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>>>
>>>> Download a free sample chapter of RT Essentials from O'Reilly   
>>>> Media at http://rtbook.bestpractical.com
>>>>
>>>> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam,  
>>>> Boston and
>>>> San Francisco - Find out more at http://bestpractical.com/ 
>>>> services/ training.html
>>>>
>>>
>>>
>>>
>>
>>
>
>
>



From chaim.rieger at gmail.com  Wed Feb 22 12:06:45 2006
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Wed, 22 Feb 2006 09:06:45 -0800
Subject: [rt-users] binding to active directory not as administrator ?
In-Reply-To: <20060222105051.62193.qmail@web26804.mail.ukl.yahoo.com>
References: <20060222105051.62193.qmail@web26804.mail.ukl.yahoo.com>
Message-ID: <43FC9A25.4010300@gmail.com>

Elaine . wrote:
> hi
> I have rt 3.4.2 authentication with ldapsmb to active
> dir 2003. the only problem is i have to put in an
> admin righted users credentials in clear text in the
> config file to do the initial bind other wise i get
> invalid credentials. 
> LDAPAuth: Cannot bind to LDAP: 49  
> LDAP_INVALID_CREDENTIALS
> 
> Is there any way to bind as a lesser user ? 
> Elaine
> 

you should have one user that has read only permissions, (this is only 
makes sense) in addition ldap should be able to handle anonymous binds, 
for queries only, but it looks as if you either did not set this up 
properly or you defined the base as too broad.


From bobg at uic.edu  Wed Feb 22 14:07:36 2006
From: bobg at uic.edu (Bob Goldstein)
Date: Wed, 22 Feb 2006 13:07:36 -0600
Subject: [rt-users] import users 
In-Reply-To: Your message of "Wed, 22 Feb 2006 10:51:29 CST."
	<8423F757-6B32-40BD-A67B-DBC033B9F62D@frankandbeans.org> 
Message-ID: <200602221907.k1MJ7aRB031345@remora.cc.uic.edu>

>It only partially does it.  I need a script that creates a batch of  
>users from my ldap directory server.


  I don't know if it would help, but I had a similar situation,
  where I wanted to coordinate my RT users with real users
  that I have in ldap and sql, etc.

  So I hacked a little, to get the following:

    1. We use web external auth, so the passwords
       are always just stored in ldap.

    2. If someone logs into the web site or sends email,
       and doesn't already have an RT account, it
       creates one on the fly.  However, I made sure
       all auto-created accounts (web or email) are non-privileged.
       Giving a consultant privs is a manual thing :-)

    3. When an account is autocreated, I can sometimes identify
       the person by the web login or cannonicalize the email address.
       If so, then I do a (ph in my case, ldap in yours) lookup
       of additional info (dept name, phone) and stick these
       into RT during acct creation.

    Everything happens in the right order, and tickets do get
    created correctly first time.

    Only minor issue, I don't have a good way to delete people
    when they leave, but Jesse and Todd have pointed me in
    some very promising directions, so I have to go read some more code
    when I next come up for air.

    (I don't think I submitted all the changes back to BP, since they
    didn't seem to be of enough generality at the time; they were
    really set up for my specific case.  But the overall
    idea shouldn't be all that hard to copy.  Now, it would be real
    cool if I could store some url, maybe with ldap: protocol,
    in RT and have it lookup the dept, phone etc in real time. My scheme
    above is static, accurate only at the acct creation time.
    But, that's beyond what I need/have time for.)

    I could probably dig up where I made my changes, if that helps.

        bobg

>
>On Feb 13, 2006, at 12:54 PM, Jason Fenner wrote:
>
>> This would do that for you, wouldn't it?
>>
>> http://blank.org/memory/output/rt-ad-sso.html
>>
>> Dave Surmon wrote:
>>
>>> because I want users and their information within RT and I need  
>>> them  within RT before the creation of tickets.
>>>
>>> On Feb 13, 2006, at 12:33 PM, Jason Fenner wrote:
>>>
>>>> Why not jsut authenticate against the ADS server live?
>>>>
>>>> Dave Surmon wrote:
>>>>
>>>>> I would like to import existing users within our Active Server    
>>>>> Directory into Request Tracker.  Once there I will then   
>>>>> authenticate  from Apache.  I found this great link (http://  
>>>>> www.gossamer- threads.com/lists/rt/users/17084?search_string=ldap 
>>>>> % 20user;#17084)  with a tar attachment (rtimportldap.tar) that  
>>>>> does  just the thing but  it's now more than three years old.   
>>>>> Is it  still valid or has  something else come along to replace it?
>>>>>
>>>>> Thanks!
>>>>>
>>>>>
>>>>> _______________________________________________
>>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>>
>>>>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>>>>
>>>>> Download a free sample chapter of RT Essentials from O'Reilly   
>>>>> Media at http://rtbook.bestpractical.com
>>>>>
>>>>> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam,  
>>>>> Boston and
>>>>> San Francisco - Find out more at http://bestpractical.com/ 
>>>>> services/ training.html
>>>>>
>>>>
>>>>
>>>>
>>>
>>>
>>
>>
>>
>
>_______________________________________________
>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.ht
>ml
>


From ostiguy at gmail.com  Wed Feb 22 14:25:45 2006
From: ostiguy at gmail.com (Matt Ostiguy)
Date: Wed, 22 Feb 2006 14:25:45 -0500
Subject: [rt-users] getting nowhere with User_Local.pm and with no logs to
	go on
Message-ID: <3dc922c30602221125j12bd01do339e2a7052ebd279@mail.gmail.com>

Running the unstable debian RT package on apache 1.3.34 modperl 1.29. Only
changes I have made are to RT_SiteConfig.pm , and installing User_Local.pm
as I aspire to having active directory ldap derived user creation.

The problems:
1. Getting absolutely nothing logged in /var/log/request-tracker3.4

Dropping @LogToSyslogConf = ( socket => 'inet' ) unless (@LogToSyslogConf);
into RT_SiteConfig.pm did not make any difference

2. LDAP auth does not appear to be attempted -

[Wed Feb 22 16:16:35 2006] [error]: FAILED LOGIN for eeee from
192.168.234.123 (/usr/share/request-tracker3.4/html/autohandler:191)

Which appears to be a failed local logon attempt, not an ldap attempt.
I am not seeing anything on my AD server that would indicate any requests
hitting it.

Any ideas? Do I need to include the User_Local.pm somehow? I have it
installed in both

/usr/local/share/request-tracker3.4/lib/RT
/usr/share/request-tracker3.4/lib/RT

Toggling the debug flag in it did not increase any logging output anywhere
in /var/log


# RT_SiteConfig.pm
#
# These are the bits you absolutely *must* edit.
#
# To find out how, please read
#   /usr/share/doc/request-tracker3.4/INSTALL.Debian
# THE BASICS:
Set($rtname, 'rt.f.q.d.n');
Set($Organization, ' domain.com');
Set($CorrespondAddress , 'rt at domain.com');
Set($CommentAddress , 'rt-comment at domain.com');
Set($Timezone , 'America/New_York'); # obviously choose what suits you
# THE DATABASE:
Set($DatabaseType, 'mysql'); # e.g. Pg or mysql
# These are the settings we used above when creating the RT database,
# you MUST set these to what you chose in the section above.
Set($DatabaseUser , 'rt');
Set($DatabasePassword , 'rtpassword');
Set($DatabaseName , 'rtdbname');
# try to get logging working
@LogToSyslogConf = ( socket => 'inet' ) unless (@LogToSyslogConf);
# THE WEBSERVER:
Set($WebPath , "/rt");
Set($WebBaseURL , "http://rt.domain.com");

# Ldap Attempts
Set($LDAPExternalAuth, 1);
Set($LdapServer, "ad.dc.goes.here");
Set($LdapUser, "rt");
Set($LdapPass, "password");
Set($LdapBase, "dc=domain,dc=com");
Set($LdapUidAttr, "uid");
Set($LdapFilter, "(objectclass=*)");
Set($LDapTLS, 0);
1;
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From barnesaw at ucrwcu.rwc.uc.edu  Wed Feb 22 14:33:42 2006
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Wed, 22 Feb 2006 14:33:42 -0500
Subject: [rt-users] getting nowhere with User_Local.pm and with no logs
	to	go on
In-Reply-To: <3dc922c30602221125j12bd01do339e2a7052ebd279@mail.gmail.com>
References: <3dc922c30602221125j12bd01do339e2a7052ebd279@mail.gmail.com>
Message-ID: <43FCBC96.6030105@ucrwcu.rwc.uc.edu>

You stopped and started the web server right?  Did you try stopping, 
emptying the mason cache, then starting apache again?

Matt Ostiguy wrote:
> Running the unstable debian RT package on apache 1.3.34 modperl 1.29. 
> Only changes I have made are to RT_SiteConfig.pm , and installing 
> User_Local.pm as I aspire to having active directory ldap derived user 
> creation.
>
> The problems:
> 1. Getting absolutely nothing logged in /var/log/request-tracker3.4
>
> Dropping @LogToSyslogConf = ( socket => 'inet' ) unless 
> (@LogToSyslogConf); into RT_SiteConfig.pm did not make any difference
>
> 2. LDAP auth does not appear to be attempted -
>
> [Wed Feb 22 16:16:35 2006] [error]: FAILED LOGIN for eeee from 
> 192.168.234.123 <http://192.168.234.123/> 
> (/usr/share/request-tracker3.4/html/autohandler:191)
>
> Which appears to be a failed local logon attempt, not an ldap attempt.
> I am not seeing anything on my AD server that would indicate any 
> requests hitting it.
>
> Any ideas? Do I need to include the User_Local.pm somehow? I have it 
> installed in both
>
> /usr/local/share/request-tracker3.4/lib/RT
> /usr/share/request-tracker3.4/lib/RT
>
> Toggling the debug flag in it did not increase any logging output 
> anywhere in /var/log
>
>
> # RT_SiteConfig.pm
> #
> # These are the bits you absolutely *must* edit.
> #
> # To find out how, please read
> #   /usr/share/doc/request-tracker3.4/INSTALL.Debian
> # THE BASICS:
> Set($rtname, 'rt.f.q.d.n');
> Set($Organization, ' domain.com <http://domain.com/>');
> Set($CorrespondAddress , 'rt at domain.com <mailto:rt at domain.com>');
> Set($CommentAddress , ' rt-comment at domain.com 
> <mailto:rt-comment at domain.com>');
> Set($Timezone , 'America/New_York'); # obviously choose what suits you
> # THE DATABASE:
> Set($DatabaseType, 'mysql'); # e.g. Pg or mysql
> # These are the settings we used above when creating the RT database,
> # you MUST set these to what you chose in the section above.
> Set($DatabaseUser , 'rt');
> Set($DatabasePassword , 'rtpassword');
> Set($DatabaseName , 'rtdbname');
> # try to get logging working
> @LogToSyslogConf = ( socket => 'inet' ) unless (@LogToSyslogConf);
> # THE WEBSERVER:
> Set($WebPath , "/rt");
> Set($WebBaseURL , "http://rt.domain.com <http://rt.domain.com/>");
>
> # Ldap Attempts
> Set($LDAPExternalAuth, 1);
> Set($LdapServer, "ad.dc.goes.here");
> Set($LdapUser, "rt");
> Set($LdapPass, "password");
> Set($LdapBase, "dc=domain,dc=com");
> Set($LdapUidAttr, "uid");
> Set($LdapFilter, "(objectclass=*)");
> Set($LDapTLS, 0);
> 1;
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html

-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati



From chaim.rieger at gmail.com  Wed Feb 22 14:33:44 2006
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Wed, 22 Feb 2006 11:33:44 -0800
Subject: [rt-users] getting nowhere with User_Local.pm and with no logs
	to	go on
In-Reply-To: <3dc922c30602221125j12bd01do339e2a7052ebd279@mail.gmail.com>
References: <3dc922c30602221125j12bd01do339e2a7052ebd279@mail.gmail.com>
Message-ID: <43FCBC98.3020107@gmail.com>

Matt Ostiguy wrote:
> Running the unstable debian RT package on apache 1.3.34 modperl 1.29. 
> Only changes I have made are to RT_SiteConfig.pm , and installing 
> User_Local.pm as I aspire to having active directory ldap derived user 
> creation.
> 
> The problems:
> 1. Getting absolutely nothing logged in /var/log/request-tracker3.4
> 
> Dropping @LogToSyslogConf = ( socket => 'inet' ) unless 
> (@LogToSyslogConf); into RT_SiteConfig.pm did not make any difference
> 
> 2. LDAP auth does not appear to be attempted -
> 
> [Wed Feb 22 16:16:35 2006] [error]: FAILED LOGIN for eeee from 
> 192.168.234.123 <http://192.168.234.123/> 
> (/usr/share/request-tracker3.4/html/autohandler:191)
> 
> Which appears to be a failed local logon attempt, not an ldap attempt.
> I am not seeing anything on my AD server that would indicate any 
> requests hitting it.
> 
> Any ideas? Do I need to include the User_Local.pm somehow? I have it 
> installed in both
> 
> /usr/local/share/request-tracker3.4/lib/RT
> /usr/share/request-tracker3.4/lib/RT
> 
> Toggling the debug flag in it did not increase any logging output 
> anywhere in /var/log
> 
> 
> # RT_SiteConfig.pm
> #
> # These are the bits you absolutely *must* edit.
> #
> # To find out how, please read
> #   /usr/share/doc/request-tracker3.4/INSTALL.Debian
> # THE BASICS:
> Set($rtname, 'rt.f.q.d.n');
> Set($Organization, ' domain.com <http://domain.com/>');
> Set($CorrespondAddress , 'rt at domain.com <mailto:rt at domain.com>');
> Set($CommentAddress , ' rt-comment at domain.com 
> <mailto:rt-comment at domain.com>');
> Set($Timezone , 'America/New_York'); # obviously choose what suits you
> # THE DATABASE:
> Set($DatabaseType, 'mysql'); # e.g. Pg or mysql
> # These are the settings we used above when creating the RT database,
> # you MUST set these to what you chose in the section above.
> Set($DatabaseUser , 'rt');
> Set($DatabasePassword , 'rtpassword');
> Set($DatabaseName , 'rtdbname');
> # try to get logging working
> @LogToSyslogConf = ( socket => 'inet' ) unless (@LogToSyslogConf);
> # THE WEBSERVER:
> Set($WebPath , "/rt");
> Set($WebBaseURL , "http://rt.domain.com <http://rt.domain.com/>");
> 
> # Ldap Attempts
> Set($LDAPExternalAuth, 1);
> Set($LdapServer, "ad.dc.goes.here");
> Set($LdapUser, "rt");
> Set($LdapPass, "password");
> Set($LdapBase, "dc=domain,dc=com");
> Set($LdapUidAttr, "uid");
> Set($LdapFilter, "(objectclass=*)");
> Set($LDapTLS, 0);
> 1;
> 


check /usr/local/request-tracker3/var/log/rt.log




From ostiguy at gmail.com  Wed Feb 22 15:04:48 2006
From: ostiguy at gmail.com (Matt Ostiguy)
Date: Wed, 22 Feb 2006 15:04:48 -0500
Subject: [rt-users] getting nowhere with User_Local.pm and with no logs to
	go on
In-Reply-To: <43FCBC96.6030105@ucrwcu.rwc.uc.edu>
References: <3dc922c30602221125j12bd01do339e2a7052ebd279@mail.gmail.com>
	<43FCBC96.6030105@ucrwcu.rwc.uc.edu>
Message-ID: <3dc922c30602221204u26d8a028peff80b978421fc32@mail.gmail.com>

On 2/22/06, Drew Barnes <barnesaw at ucrwcu.rwc.uc.edu> wrote:
>
> You stopped and started the web server right?  Did you try stopping,
> emptying the mason cache, then starting apache again?



I have restarted apache numerous times - does that take care of the mason
cache?

/var/cache/mason/obj
/var/cache/mason/cache

are empty - would that be the place for a debian rt install?

Thanks

Matt
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From sunzhoujian at yahoo.com  Wed Feb 22 15:39:23 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Wed, 22 Feb 2006 12:39:23 -0800 (PST)
Subject: [rt-users] Why apache server can't interepete the PerlModule in the
	configuration file?
Message-ID: <20060222203923.28471.qmail@web33804.mail.mud.yahoo.com>

It gives me error like below. How should I configure
the server to satisfy its requirement?



Syntax error on line 426 of
/usr/local/apache2/conf/httpd.conf:
Invalid command 'PerlModule', perhaps misspelled or
defined by a module not included in the server
configuration


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From barnesaw at ucrwcu.rwc.uc.edu  Wed Feb 22 15:47:05 2006
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Wed, 22 Feb 2006 15:47:05 -0500
Subject: [rt-users] getting nowhere with User_Local.pm and with no logs
	to	go on
In-Reply-To: <3dc922c30602221204u26d8a028peff80b978421fc32@mail.gmail.com>
References: <3dc922c30602221125j12bd01do339e2a7052ebd279@mail.gmail.com>	<43FCBC96.6030105@ucrwcu.rwc.uc.edu>
	<3dc922c30602221204u26d8a028peff80b978421fc32@mail.gmail.com>
Message-ID: <43FCCDC9.8020306@ucrwcu.rwc.uc.edu>



Matt Ostiguy wrote:
>
>
> On 2/22/06, *Drew Barnes* <barnesaw at ucrwcu.rwc.uc.edu 
> <mailto:barnesaw at ucrwcu.rwc.uc.edu>> wrote:
>
>     You stopped and started the web server right?  Did you try stopping,
>     emptying the mason cache, then starting apache again?
>
>
>
> I have restarted apache numerous times - does that take care of the 
> mason cache?
>
> /var/cache/mason/obj
> /var/cache/mason/cache
>
> are empty - would that be the place for a debian rt install?

I don't know about debian.  I'm a CentOS guy myself.  For me, the mason 
cache is at /usr/local/rt3/var/mason_data/
Hopefully one of the other debian guys can point you in the right 
direction here, but it sounds like your changes are cached.

>
> Thanks
>
> Matt
>
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html

-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati



From shildret at scotth.emsphone.com  Wed Feb 22 16:04:05 2006
From: shildret at scotth.emsphone.com (Scott T. Hildreth)
Date: Wed, 22 Feb 2006 15:04:05 -0600
Subject: [rt-users] Why apache server can't interepete the PerlModule
	in the configuration file?
In-Reply-To: <20060222203923.28471.qmail@web33804.mail.mud.yahoo.com>
References: <20060222203923.28471.qmail@web33804.mail.mud.yahoo.com>
Message-ID: <1140642245.22615.107.camel@scotth.emsphone.com>

On Wed, 2006-02-22 at 12:39 -0800, zhou jian wrote:
> It gives me error like below. How should I configure
> the server to satisfy its requirement?
> 

Do you have mod_perl2 installed?

> 
> 
> Syntax error on line 426 of
> /usr/local/apache2/conf/httpd.conf:
> Invalid command 'PerlModule', perhaps misspelled or
> defined by a module not included in the server
> configuration
> 
> 
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam protection around 
> http://mail.yahoo.com 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> 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
> 
-- 
Scott T. Hildreth <shildret at scotth.emsphone.com>


From jesse at bestpractical.com  Wed Feb 22 16:33:36 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 22 Feb 2006 16:33:36 -0500
Subject: [rt-users] import users
In-Reply-To: <200602221907.k1MJ7aRB031345@remora.cc.uic.edu>
References: <8423F757-6B32-40BD-A67B-DBC033B9F62D@frankandbeans.org>
	<200602221907.k1MJ7aRB031345@remora.cc.uic.edu>
Message-ID: <20060222213336.GU31943@bestpractical.com>

>     idea shouldn't be all that hard to copy.  Now, it would be real
>     cool if I could store some url, maybe with ldap: protocol,
>     in RT and have it lookup the dept, phone etc in real time. My scheme
>     above is static, accurate only at the acct creation time.
>     But, that's beyond what I need/have time for.)
> 
Have a look at what 3.6.0pre0 /3.4.CH7(Chaldea) has for on-the-fly
content inclusion for custom field values.

Jesse


From sunzhoujian at yahoo.com  Wed Feb 22 16:35:06 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Wed, 22 Feb 2006 13:35:06 -0800 (PST)
Subject: [rt-users] Why apache server can't interepete the PerlModule in
	the configuration file?
In-Reply-To: <1140642245.22615.107.camel@scotth.emsphone.com>
Message-ID: <20060222213506.93606.qmail@web33802.mail.mud.yahoo.com>

Yes. I installed mod_perl2 with CPAN. It doesn't work,
or, is there any other things I need take care of?

--- "Scott T. Hildreth" <shildret at scotth.emsphone.com>
wrote:

> On Wed, 2006-02-22 at 12:39 -0800, zhou jian wrote:
> > It gives me error like below. How should I
> configure
> > the server to satisfy its requirement?
> > 
> 
> Do you have mod_perl2 installed?
> 
> > 
> > 
> > Syntax error on line 426 of
> > /usr/local/apache2/conf/httpd.conf:
> > Invalid command 'PerlModule', perhaps misspelled
> or
> > defined by a module not included in the server
> > configuration
> > 
> > 
> > __________________________________________________
> > Do You Yahoo!?
> > Tired of spam?  Yahoo! Mail has the best spam
> protection around 
> > http://mail.yahoo.com 
> > _______________________________________________
> >
>
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > Be sure to check out the RT Wiki at
> http://wiki.bestpractical.com
> > 
> > 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
> > 
> -- 
> Scott T. Hildreth <shildret at scotth.emsphone.com>
> 


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From sunzhoujian at yahoo.com  Wed Feb 22 16:44:36 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Wed, 22 Feb 2006 13:44:36 -0800 (PST)
Subject: [rt-users] Why apache server can't interepete the PerlModule in
	the configuration file?
In-Reply-To: <1140642245.22615.107.camel@scotth.emsphone.com>
Message-ID: <20060222214436.40268.qmail@web33808.mail.mud.yahoo.com>

I have given up rebuild perl-module. I am going to
install a fresh apache server with fastcgi built in.

At the same time, do you have ideas about the
following issue which is relerrent to the perlmodule
installation problems.

I encountered a problem when I was installing a perl
module. The httpd server related module was hanging
overnight when it was trying to test
http://localhost:XXXXX...

Today, I tested with my httpd server installation.
I found that I can view the webpage after I started
httpd server through the actually ip address. I have
configured my ip address under /etc/hosts.

However, I couldn't view the webpage through 
http://127.0.0.0/ or http://localhost/

It looks bizzare to me, if I can't view it through
http://localhost, then I couldn't install the httpd
related perlmodules because they require the testing.

--- "Scott T. Hildreth" <shildret at scotth.emsphone.com>
wrote:

> On Wed, 2006-02-22 at 12:39 -0800, zhou jian wrote:
> > It gives me error like below. How should I
> configure
> > the server to satisfy its requirement?
> > 
> 
> Do you have mod_perl2 installed?
> 
> > 
> > 
> > Syntax error on line 426 of
> > /usr/local/apache2/conf/httpd.conf:
> > Invalid command 'PerlModule', perhaps misspelled
> or
> > defined by a module not included in the server
> > configuration
> > 
> > 
> > __________________________________________________
> > Do You Yahoo!?
> > Tired of spam?  Yahoo! Mail has the best spam
> protection around 
> > http://mail.yahoo.com 
> > _______________________________________________
> >
>
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > Be sure to check out the RT Wiki at
> http://wiki.bestpractical.com
> > 
> > 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
> > 
> -- 
> Scott T. Hildreth <shildret at scotth.emsphone.com>
> 


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam
protection around 
http://mail.yahoo.com 

__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From jeff.w.beaird at wheaton.edu  Wed Feb 22 17:33:38 2006
From: jeff.w.beaird at wheaton.edu (Jeff Beaird)
Date: Wed, 22 Feb 2006 16:33:38 -0600
Subject: [rt-users] quoted-printable vs 8bit encoding
Message-ID: <43FCE6C2.5020207@wheaton.edu>

We are running RT 3.4.1 using the request-tracker3.4 package for debian 
sarge, and recently got bitten by the "8-bit" bug that was fixed in 
3.4.2.  Rather than upgrade all sorts of things on the system in order 
to get to 3.4.4, I modified SendEmail.pm so that it would be sending 
mail with "Content-Transfer-Encoding: 8bit" instead of "8-bit".

Some of the mail we receive is fed by a form which uses Mail::Sendmail. 
  Mail::Sendmail sends mail, by default, encoded as quoted-printable. 
This can be overridden, according to the documentation for Mail::Sendmail.

The curious thing is that when we receive mail from Mail::Sendmail, 
encoded as "quoted-printable", RT responds to it with 
"Content-Transfer-Encoding: 8-bit", instead of "8bit".  I have grepped 
through the code for 8bit, 8-bit, etc., in an attempt to find why this 
might be, but am not coming up with any good answers.

Any idea what might be going on?

Thanks,
-- 
Jeff Beaird
Systems and Technological Services
Buswell Memorial Library
Wheaton College
Wheaton, IL


From seph at directionless.org  Wed Feb 22 18:11:21 2006
From: seph at directionless.org (seph)
Date: Wed, 22 Feb 2006 18:11:21 -0500
Subject: [rt-users] Re: 3.4.5 Bulk ticket update: Custom fields?
In-Reply-To: <20060221205015.GK15424@smarterliving.com> (JB Segal's message
	of "Tue, 21 Feb 2006 15:50:15 -0500")
References: <20060221205015.GK15424@smarterliving.com>
Message-ID: <w52slqbugyu.fsf@lame.message.id>

JB Segal <jb at smarterliving.com> writes:

> Is there any way to update custom fields on a pile of tickets at once?

I believe this is in 3.5 and the chaldea branch. 

Last time I needed to do this, I wrote a quick perl script. I've
attached it.

seph


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From bobg at uic.edu  Wed Feb 22 18:44:45 2006
From: bobg at uic.edu (Bob Goldstein)
Date: Wed, 22 Feb 2006 17:44:45 -0600
Subject: [rt-users] import users 
In-Reply-To: Your message of "Wed, 22 Feb 2006 16:33:36 EST."
	<20060222213336.GU31943@bestpractical.com> 
Message-ID: <200602222344.k1MNijq2001335@remora.cc.uic.edu>

>>     idea shouldn't be all that hard to copy.  Now, it would be real
>>     cool if I could store some url, maybe with ldap: protocol,
>>     in RT and have it lookup the dept, phone etc in real time. My scheme
>>     above is static, accurate only at the acct creation time.
>>     But, that's beyond what I need/have time for.)
>> 
>Have a look at what 3.6.0pre0 /3.4.CH7(Chaldea) has for on-the-fly
>content inclusion for custom field values.
>
>Jesse
>

It's been said before, but nonetheless: You Guys Rock!
   bobg


From jesse at bestpractical.com  Wed Feb 22 21:43:06 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 22 Feb 2006 21:43:06 -0500
Subject: [rt-users] RT For an ISP
In-Reply-To: <2B7B7880538AA440B5FBCE7A56E8CB4509C9E4@TF-FS2.internal.techfluent.com>
References: <2B7B7880538AA440B5FBCE7A56E8CB4509C9E4@TF-FS2.internal.techfluent.com>
Message-ID: <20060223024306.GE31943@bestpractical.com>

> 
> See the revisions link? You can page thru all the revisions of the wiki
> page.. if you go back to rev 56 you can see the page as it should exist
> 
> http://wiki.bestpractical.com/index.cgi?action=revisions&page_name=Clean
> lyCustomizeRT&revision_id=54
> 
> 
> I was going to get some editor permissions on the wiki so I could help
> clean this stuff up.... Just waiting on Jesse ;) <nudge> <nudge> (jesse
> is obviously a busy guy)

I need to find 15 minutes to sit down and write up the "manual" for what
needs doing. But yeah. I'm flying something like 45,000 miles in Q1
2006. Busy is a bit of an understatement. What I really need to do is
actually sit down and write up a couple of job postings.

Jesse

> 
> duncan
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
> 

-- 


From rkasten at upontech.com  Wed Feb 22 22:00:38 2006
From: rkasten at upontech.com (rkasten at upontech.com)
Date: Wed, 22 Feb 2006 22:00:38 -0500
Subject: [rt-users] Help with Windows version of 3.0.12
Message-ID: <4pioj9$1u6aoc5@mxip20a.cluster1.charter.net>

I need help with two things:

 

1)       What do I need to do to get backups of RT site?  I know I need to
do MySQL dumps, but what else is recommended (conf files, etc)?

2)       Related to the above, what config files do I need to edit to add
additional websites to my Apache that came with RT 3.0.12?  RT is essential
to me, but I have only one server, so any other websites need to be shared
based on the RT Apache install.  I just can't figure out which config files
to edit.

 

Thanks in advance,

RK

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From rkasten at upontech.com  Wed Feb 22 22:01:40 2006
From: rkasten at upontech.com (Rick Kasten)
Date: Wed, 22 Feb 2006 22:01:40 -0500
Subject: [rt-users] Help with Windows version of 3.0.12
Message-ID: <0MKoyl-1FC6k04BhG-0008A1@mrelay.perfora.net>

I need help with two things:

 

1)       What do I need to do to get backups of RT site?  I know I need to
do MySQL dumps, but what else is recommended (conf files, etc)?

2)       Related to the above, what config files do I need to edit to add
additional websites to my Apache that came with RT 3.0.12?  RT is essential
to me, but I have only one server, so any other websites need to be shared
based on the RT Apache install.  I just can't figure out which config files
to edit.

 

Thanks in advance,

RK

 

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From kruz at chariot.net.au  Wed Feb 22 22:48:59 2006
From: kruz at chariot.net.au (Tim)
Date: Thu, 23 Feb 2006 14:18:59 +1030
Subject: [rt-users] RT 3.4.5 slow loading/large query for RT: At a Glance
	page]
Message-ID: <43FD30AB.9000202@chariot.net.au>



Jesse Vincent wrote:
>
> On Mon, Feb 20, 2006 at 02:37:33PM +1030, Tim wrote:
>   
>> Hi All,
>>
>> I was recently tasked with upgrading RT from 3.0.11 to 3.4.5 for my 
>> company, basicaly we use RT to handle all incoming requests from 
>> customers as well as internal requests between branches, so the database 
>> is very large 650k + tickets from a large number of individual users - 
>> pretty much anyone that emails the company on the specified support 
>> address.
>>
>> We have a front end box with SearchBuilder 1.38, Apache 2.0.54, mod_perl 
>> 2,RT 3.4.5 (p4 2.8 ghz 1.5 gig ram) and a backend box, running the mysql 
>> RT database Fedora Core 4, Mysql 4.1.16 (p4 3 ghz 4 gig ram 10k rpm WD 
>> raptor drive. The upgrade process was all very smooth ( I dumped the old 
>> DB - transferred it to the new server, configured the appropriate my.cnf 
>> settings, imported the database and then ran the schema upgrades) and in 
>> initial testing everything seemed fine, however when all the support 
>> staff started logging on this particular query grinds the server to a 
>> halt by maxing out the CPU on the rt-sql server.
>>
>>     
>
> Can you tell us how you've tuned and optimized your mysql instance?
>   

Ok, basically the only extra index that we have that seems to speed 
things along is this one "create index mbowe_MemberId on 
CachedGroupMembers(MemberId)"

An analyze was run on all tables.

Interestingly the query that I posted previously seems to be attached to 
the "25 Highest priority tickets that I have requested". By disabling 
this element from the At a Glance page performance is now quite snappy 
with only a small delay when loading the At a Glance page.

Below is the mysqld section of the my.cnf that was used on the new 
server before the database import

[mysqld]
port            = 3306
socket          = /var/lib/mysql/mysql.sock
skip-locking
key_buffer = 384M
max_allowed_packet = 16M
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_type = 1
query_cache_size = 128M
# Try number of CPU's*2 for thread_concurrency
thread_concurrency = 4
# Default to using old password format for compatibility with mysql 3.x
# clients (those using the mysqlclient10 compatibility package).
old_passwords=1

# Don't listen on a TCP/IP port at all. This can be a security enhancement,
# if all processes that need to connect to mysqld run on the same host.
# All interaction with mysqld must be made via Unix sockets or named pipes.
# Note that using this option without enabling named pipes on Windows
# (via the "enable-named-pipe" option) will render mysqld useless!
#
#skip-networking

# Replication Master Server (default)
# binary logging is required for replication
#log-bin

# required unique id between 1 and 2^32 - 1
# defaults to 1 if master-host is not set
# but will not function as a master if omitted
server-id       = 1

# Uncomment the following if you are using InnoDB tables
innodb_data_home_dir = /var/lib/mysql/

#innodb_data_file_path = ibdata1:2000M;ibdata2:10M:autoextend
innodb_data_file_path = ibdata1:10M:autoextend

innodb_log_group_home_dir = /var/lib/mysql/
innodb_log_arch_dir = /var/lib/mysql/

# You can set .._buffer_pool_size up to 50 - 80 %
# of RAM but beware of setting memory usage too high
innodb_buffer_pool_size=1G
innodb_additional_mem_pool_size=20M

# Set .._log_file_size to 25 % of buffer pool size
innodb_log_file_size=250M
innodb_log_buffer_size=12M

innodb_flush_log_at_trx_commit=1
innodb_lock_wait_timeout=50

#
# Uncomment the next lines if you want to use them
#set-variable = innodb_thread_concurrency=5


Any suggestions are most welcome =]







From zhan.xu at gmail.com  Wed Feb 22 22:59:44 2006
From: zhan.xu at gmail.com (Zhan Xu)
Date: Wed, 22 Feb 2006 22:59:44 -0500
Subject: [rt-users] Newbie question about email
Message-ID: <6a32e3e10602221959v7b4436e5p33916544a6b033b9@mail.gmail.com>

Hello,

I am new to RT and have a question about sendmail.

I only have a DSL on my home computer and use Dynamic DNS service to
map the site name to my current IP address. I do not have a static IP
address and domain name.

Just wonder whether I can install RT on my home computer, especially
for the email service. Do I need to subscribe to some MailHop Relay
and Forward service so that sendmail can work?

Any suggestions will be welcomed.

Thanks a lot in advance!

Zhan


From bobg at uic.edu  Wed Feb 22 23:27:39 2006
From: bobg at uic.edu (Bob Goldstein)
Date: Wed, 22 Feb 2006 22:27:39 -0600
Subject: [rt-users] Newbie question about email 
In-Reply-To: Your message of "Wed, 22 Feb 2006 22:59:44 EST."
	<6a32e3e10602221959v7b4436e5p33916544a6b033b9@mail.gmail.com> 
Message-ID: <200602230427.k1N4Rdb7002804@remora.cc.uic.edu>

>Hello,
>
>I am new to RT and have a question about sendmail.
>
>I only have a DSL on my home computer and use Dynamic DNS service to
>map the site name to my current IP address. I do not have a static IP
>address and domain name.
>
>Just wonder whether I can install RT on my home computer, especially
>for the email service. Do I need to subscribe to some MailHop Relay
>and Forward service so that sendmail can work?


  Well, you obviously _can_ read email :-)

  One idea is to establish a POP account with some ISP.
  Have the RT mail go there.  Then use something like
  fetchmail to get that mail and deliver it to your
  RT instance.

    bobg


>
>Any suggestions will be welcomed.
>
>Thanks a lot in advance!
>
>Zhan
>_______________________________________________
>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.ht
>ml
>
>


From kruz at chariot.net.au  Wed Feb 22 23:28:54 2006
From: kruz at chariot.net.au (Tim)
Date: Thu, 23 Feb 2006 14:58:54 +1030
Subject: [rt-users] RT 3.4.5 slow loading/large query for RT: At a Glance
	page]]
Message-ID: <43FD3A06.6070906@chariot.net.au>



Tim wrote:
>
>
> Jesse Vincent wrote:
>>
>> On Mon, Feb 20, 2006 at 02:37:33PM +1030, Tim wrote:
>>  
>>> Hi All,
>>>
>>> I was recently tasked with upgrading RT from 3.0.11 to 3.4.5 for my 
>>> company, basicaly we use RT to handle all incoming requests from 
>>> customers as well as internal requests between branches, so the 
>>> database is very large 650k + tickets from a large number of 
>>> individual users - pretty much anyone that emails the company on the 
>>> specified support address.
>>>
>>> We have a front end box with SearchBuilder 1.38, Apache 2.0.54, 
>>> mod_perl 2,RT 3.4.5 (p4 2.8 ghz 1.5 gig ram) and a backend box, 
>>> running the mysql RT database Fedora Core 4, Mysql 4.1.16 (p4 3 ghz 
>>> 4 gig ram 10k rpm WD raptor drive. The upgrade process was all very 
>>> smooth ( I dumped the old DB - transferred it to the new server, 
>>> configured the appropriate my.cnf settings, imported the database 
>>> and then ran the schema upgrades) and in initial testing everything 
>>> seemed fine, however when all the support staff started logging on 
>>> this particular query grinds the server to a halt by maxing out the 
>>> CPU on the rt-sql server.
>>>
>>>     
>>
>> Can you tell us how you've tuned and optimized your mysql instance?
>>   
>
> Ok, basically the only extra index that we have that seems to speed 
> things along is this one "create index mbowe_MemberId on 
> CachedGroupMembers(MemberId)"
>
> An analyze was run on all tables.
>
> Interestingly the query that I posted previously seems to be attached 
> to the "25 Highest priority tickets that I have requested". By 
> disabling this element from the At a Glance page performance is now 
> quite snappy with only a small delay when loading the At a Glance page.
>
> Below is the mysqld section of the my.cnf that was used on the new 
> server before the database import
>
> [mysqld]
> port            = 3306
> socket          = /var/lib/mysql/mysql.sock
> skip-locking
> key_buffer = 384M
> max_allowed_packet = 16M
> 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_type = 1
> query_cache_size = 128M
> # Try number of CPU's*2 for thread_concurrency
> thread_concurrency = 4
> # Default to using old password format for compatibility with mysql 3.x
> # clients (those using the mysqlclient10 compatibility package).
> old_passwords=1
>
> # Don't listen on a TCP/IP port at all. This can be a security 
> enhancement,
> # if all processes that need to connect to mysqld run on the same host.
> # All interaction with mysqld must be made via Unix sockets or named 
> pipes.
> # Note that using this option without enabling named pipes on Windows
> # (via the "enable-named-pipe" option) will render mysqld useless!
> #
> #skip-networking
>
> # Replication Master Server (default)
> # binary logging is required for replication
> #log-bin
>
> # required unique id between 1 and 2^32 - 1
> # defaults to 1 if master-host is not set
> # but will not function as a master if omitted
> server-id       = 1
>
> # Uncomment the following if you are using InnoDB tables
> innodb_data_home_dir = /var/lib/mysql/
>
> #innodb_data_file_path = ibdata1:2000M;ibdata2:10M:autoextend
> innodb_data_file_path = ibdata1:10M:autoextend
>
> innodb_log_group_home_dir = /var/lib/mysql/
> innodb_log_arch_dir = /var/lib/mysql/
>
> # You can set .._buffer_pool_size up to 50 - 80 %
> # of RAM but beware of setting memory usage too high
> innodb_buffer_pool_size=1G
> innodb_additional_mem_pool_size=20M
>
> # Set .._log_file_size to 25 % of buffer pool size
> innodb_log_file_size=250M
> innodb_log_buffer_size=12M
>
> innodb_flush_log_at_trx_commit=1
> innodb_lock_wait_timeout=50
>
> #
> # Uncomment the next lines if you want to use them
> #set-variable = innodb_thread_concurrency=5
>
>
> Any suggestions are most welcome =]
>
>
>
>

I forgot to include the contents of the MyRequests Element which can be 
found below

<&|/Elements/TitleBox,
       title => loc("[_1] highest priority tickets I requested...", $rows),
       title_href => "Search/Results.html".$QueryString &>
<& /Elements/TicketList,
       Format => "'<a 
href=\"$RT::WebPath/Ticket/Display.html?id=__id__\">__id__</a>/TITLE:#', 
'<a 
href=\"$RT::WebPath/Ticket/Display.html?id=__id__\">__Subject__</a>/TITLE:Subject', 
QueueName, ExtendedStatus, 'Priority/TITLE:Pri', OwnerName",
       Query => $Query,
       OrderBy => 'Priority',
       Order => 'DESC',
       ShowNavigation => 0,
       Rows => $rows

       &>
</&>
<%init>
my $rows = $RT::MyRequestsLength;

my $Query = "Requestor.EmailAddress = 
'".$session{'CurrentUser'}->EmailAddress."' AND (Status = 'new' OR 
Status = 'open' OR Status = 'stalled')";

my $QueryString = "";
$QueryString = '?' . $m->comp('/Elements/QueryString',
                             Query => $Query,
                             Order => 'DESC',
                             OrderBy => 'Priority') if ($Query);

</%init>

/
/





From jboris at adphila.org  Thu Feb 23 08:51:23 2006
From: jboris at adphila.org (John  Boris)
Date: Thu, 23 Feb 2006 08:51:23 -0500
Subject: [rt-users] Trouble installing rt-3.4.5 on Fedora Core 3
Message-ID: <s3fd77a4.031@gw1.adphila.org>

I have been struggling with this for a week now. I upgraded my MySQL to
4.1.18-standard. I can access the database from the command line but it
looks like my PHP connection to the DB has been broken. I have other
apps that use the database (Nuke, Keystone, Asset Manager) all of these
worked just fine until I started trying to get RT installed with all of
its dependancies. I am now up against a problem which I believe is
associated with php-mysql. That module is not loaded. When I try to load
the rpm for php-mysql I can't get the right package for version 4.1-18
of MySQL. The rpm and yum don't see the MySQL installation because it is
looking for mysql not MySQL. At least that is what I can figure out. I
have asked other questions about this install and I keep getting the
answers that I have to upgrade the Fedora Install but I am afraid that
my Nuke installation will need upgrading. It looks like a never ending
battle of upgrades.
I just wanted to use RT instead of Keystone. 

PHP itself is working as I can get a phpinfo page from the server so it
is the php connection between mysql and php that I need.

TIA

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"




From shildret at scotth.emsphone.com  Thu Feb 23 10:03:09 2006
From: shildret at scotth.emsphone.com (Scott T. Hildreth)
Date: Thu, 23 Feb 2006 09:03:09 -0600
Subject: [rt-users] Why apache server can't interepete the PerlModule
	in the configuration file?
In-Reply-To: <20060222214436.40268.qmail@web33808.mail.mud.yahoo.com>
References: <20060222214436.40268.qmail@web33808.mail.mud.yahoo.com>
Message-ID: <1140706989.22615.117.camel@scotth.emsphone.com>

On Wed, 2006-02-22 at 13:44 -0800, zhou jian wrote:
> I have given up rebuild perl-module. I am going to
> install a fresh apache server with fastcgi built in.
> 
  A couple of questions, 

  What version of apache?

  Do you have more than one version of Apache installed?
   
  Do you have more than one version of Perl installed?
  
> At the same time, do you have ideas about the
> following issue which is relerrent to the perlmodule
> installation problems.
> 
> I encountered a problem when I was installing a perl
> module. The httpd server related module was hanging
> overnight when it was trying to test
> http://localhost:XXXXX...

  Which module?

> 
> Today, I tested with my httpd server installation.
> I found that I can view the webpage after I started
> httpd server through the actually ip address. I have
> configured my ip address under /etc/hosts.

do you have a line like this in your /etc/hosts?

   127.0.0.1      localhost localhost.my.domain

> 
> However, I couldn't view the webpage through 
> http://127.0.0.0/ or http://localhost/
> 
> It looks bizzare to me, if I can't view it through
> http://localhost, then I couldn't install the httpd
> related perlmodules because they require the testing.
> 
> --- "Scott T. Hildreth" <shildret at scotth.emsphone.com>
> wrote:
> 
> > On Wed, 2006-02-22 at 12:39 -0800, zhou jian wrote:
> > > It gives me error like below. How should I
> > configure
> > > the server to satisfy its requirement?
> > > 
> > 
> > Do you have mod_perl2 installed?
> > 
> > > 
> > > 
> > > Syntax error on line 426 of
> > > /usr/local/apache2/conf/httpd.conf:
> > > Invalid command 'PerlModule', perhaps misspelled
> > or
> > > defined by a module not included in the server
> > > configuration
> > > 
> > > 
> > > __________________________________________________
> > > Do You Yahoo!?
> > > Tired of spam?  Yahoo! Mail has the best spam
> > protection around 
> > > http://mail.yahoo.com 
> > > _______________________________________________
> > >
> >
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > > 
> > > Be sure to check out the RT Wiki at
> > http://wiki.bestpractical.com
> > > 
> > > 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
> > > 
> > -- 
> > Scott T. Hildreth <shildret at scotth.emsphone.com>
> > 
> 
> 
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam
> protection around 
> http://mail.yahoo.com 
> 
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam protection around 
> http://mail.yahoo.com 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> 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
> 
-- 
Scott T. Hildreth <shildret at scotth.emsphone.com>


From nadeem.shahbaz at prog.awpdc.com  Thu Feb 23 11:30:19 2006
From: nadeem.shahbaz at prog.awpdc.com (Nadeem Shahbaz)
Date: Thu, 23 Feb 2006 21:30:19 +0500
Subject: [rt-users] Trouble installing rt-3.4.5 on Fedora Core 3
In-Reply-To: <s3fd77a4.031@gw1.adphila.org>
References: <s3fd77a4.031@gw1.adphila.org>
Message-ID: <43FDE31B.9000508@prog.awpdc.com>



John Boris wrote:
> I can access the database from the command line but it
> looks like my PHP connection to the DB has been broken. 

Install libmysqlclient, hope this will solve your problem.

~nadeem



From colin at tti.hn  Thu Feb 23 11:51:22 2006
From: colin at tti.hn (Colin Bird)
Date: Thu, 23 Feb 2006 10:51:22 -0600
Subject: [rt-users] localizing custom fields
Message-ID: <43FDE80A.6030806@tti.hn>

Hi, is it possible to enter the name and description for a custom field 
in more than one language?

Thanks!

Colin


From sunzhoujian at yahoo.com  Thu Feb 23 12:44:59 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Thu, 23 Feb 2006 09:44:59 -0800 (PST)
Subject: [rt-users] Why apache server can't interepete the PerlModule in
	the configuration file?
In-Reply-To: <1140706989.22615.117.camel@scotth.emsphone.com>
Message-ID: <20060223174459.6792.qmail@web33801.mail.mud.yahoo.com>

Thanks for your reply.

> do you have a line like this in your /etc/hosts?
> 
>    127.0.0.1      localhost localhost.my.domain
> 
yes. I have added this one. Actually, I can view the
website through http://myipaddress/index.html.


For trying to solve this issue,
I added 

Listen 127.0.0.1:80 and tried to restart httpd.

[root at osg-tg2 bin]# ./httpd -k start
(99)Cannot assign requested address: make_sock: could
not bind to address 127.0.0.1:80
no listening sockets available, shutting down
Unable to open logs

It showed the error above and I couldn't start httpd.

Do you have any idea? I found even I commented Listen
80 in the previous part of httpd.conf. I still got the
same error.

--- "Scott T. Hildreth" <shildret at scotth.emsphone.com>
wrote:

> On Wed, 2006-02-22 at 13:44 -0800, zhou jian wrote:
> > I have given up rebuild perl-module. I am going to
> > install a fresh apache server with fastcgi built
> in.
> > 
>   A couple of questions, 
> 
>   What version of apache?
> 
>   Do you have more than one version of Apache
> installed?
>    
>   Do you have more than one version of Perl
> installed?
>   
> > At the same time, do you have ideas about the
> > following issue which is relerrent to the
> perlmodule
> > installation problems.
> > 
> > I encountered a problem when I was installing a
> perl
> > module. The httpd server related module was
> hanging
> > overnight when it was trying to test
> > http://localhost:XXXXX...
> 
>   Which module?
> 
> > 
> > Today, I tested with my httpd server installation.
> > I found that I can view the webpage after I
> started
> > httpd server through the actually ip address. I
> have
> > configured my ip address under /etc/hosts.
> 
> do you have a line like this in your /etc/hosts?
> 
>    127.0.0.1      localhost localhost.my.domain
> 
> > 
> > However, I couldn't view the webpage through 
> > http://127.0.0.0/ or http://localhost/
> > 
> > It looks bizzare to me, if I can't view it through
> > http://localhost, then I couldn't install the
> httpd
> > related perlmodules because they require the
> testing.
> > 
> > --- "Scott T. Hildreth"
> <shildret at scotth.emsphone.com>
> > wrote:
> > 
> > > On Wed, 2006-02-22 at 12:39 -0800, zhou jian
> wrote:
> > > > It gives me error like below. How should I
> > > configure
> > > > the server to satisfy its requirement?
> > > > 
> > > 
> > > Do you have mod_perl2 installed?
> > > 
> > > > 
> > > > 
> > > > Syntax error on line 426 of
> > > > /usr/local/apache2/conf/httpd.conf:
> > > > Invalid command 'PerlModule', perhaps
> misspelled
> > > or
> > > > defined by a module not included in the server
> > > > configuration
> > > > 
> > > > 
> > > >
> __________________________________________________
> > > > Do You Yahoo!?
> > > > Tired of spam?  Yahoo! Mail has the best spam
> > > protection around 
> > > > http://mail.yahoo.com 
> > > >
> _______________________________________________
> > > >
> > >
> >
>
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > > > 
> > > > Be sure to check out the RT Wiki at
> > > http://wiki.bestpractical.com
> > > > 
> > > > 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
> > > > 
> > > -- 
> > > Scott T. Hildreth <shildret at scotth.emsphone.com>
> > > 
> > 
> > 
> > __________________________________________________
> > Do You Yahoo!?
> > Tired of spam?  Yahoo! Mail has the best spam
> > protection around 
> > http://mail.yahoo.com 
> > 
> > __________________________________________________
> > Do You Yahoo!?
> > Tired of spam?  Yahoo! Mail has the best spam
> protection around 
> > http://mail.yahoo.com 
> > _______________________________________________
> >
>
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > Be sure to check out the RT Wiki at
> http://wiki.bestpractical.com
> > 
> > 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
> > 
> -- 
> Scott T. Hildreth <shildret at scotth.emsphone.com>
> 


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam
protection around 
http://mail.yahoo.com 

__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From sunzhoujian at yahoo.com  Thu Feb 23 12:59:33 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Thu, 23 Feb 2006 09:59:33 -0800 (PST)
Subject: [rt-users] Why apache server can't interepete the PerlModule in
	the configuration file?
In-Reply-To: <1140706989.22615.117.camel@scotth.emsphone.com>
Message-ID: <20060223175933.98830.qmail@web33815.mail.mud.yahoo.com>

To answer your other questions:
>   What version of apache?
> 
>   Do you have more than one version of Apache
> installed?
>    
>   Do you have more than one version of Perl
> installed?

The apache version is 2.2.0
Perl is 5.8.8
[root at osg-tg2 bin]# perl -v
 
This is perl, v5.8.8 built for i686-linux
 
Copyright 1987-2006, Larry Wall

It only displays one version. I assume this is the
only takes effect.

> > overnight when it was trying to test
> > http://localhost:XXXXX...
> 
>   Which module?

The module is httpd related.

They are the following two missing modules.
        HTTP::Server::Simple 0.07...MISSING
        HTTP::Server::Simple::Mason 0.09...MISSIN




--- "Scott T. Hildreth" <shildret at scotth.emsphone.com>
wrote:

> On Wed, 2006-02-22 at 13:44 -0800, zhou jian wrote:
> > I have given up rebuild perl-module. I am going to
> > install a fresh apache server with fastcgi built
> in.
> > 
>   A couple of questions, 
> 
>   What version of apache?
> 
>   Do you have more than one version of Apache
> installed?
>    
>   Do you have more than one version of Perl
> installed?
>   
> > At the same time, do you have ideas about the
> > following issue which is relerrent to the
> perlmodule
> > installation problems.
> > 
> > I encountered a problem when I was installing a
> perl
> > module. The httpd server related module was
> hanging
> > overnight when it was trying to test
> > http://localhost:XXXXX...
> 
>   Which module?
> 
> > 
> > Today, I tested with my httpd server installation.
> > I found that I can view the webpage after I
> started
> > httpd server through the actually ip address. I
> have
> > configured my ip address under /etc/hosts.
> 
> do you have a line like this in your /etc/hosts?
> 
>    127.0.0.1      localhost localhost.my.domain
> 
> > 
> > However, I couldn't view the webpage through 
> > http://127.0.0.0/ or http://localhost/
> > 
> > It looks bizzare to me, if I can't view it through
> > http://localhost, then I couldn't install the
> httpd
> > related perlmodules because they require the
> testing.
> > 
> > --- "Scott T. Hildreth"
> <shildret at scotth.emsphone.com>
> > wrote:
> > 
> > > On Wed, 2006-02-22 at 12:39 -0800, zhou jian
> wrote:
> > > > It gives me error like below. How should I
> > > configure
> > > > the server to satisfy its requirement?
> > > > 
> > > 
> > > Do you have mod_perl2 installed?
> > > 
> > > > 
> > > > 
> > > > Syntax error on line 426 of
> > > > /usr/local/apache2/conf/httpd.conf:
> > > > Invalid command 'PerlModule', perhaps
> misspelled
> > > or
> > > > defined by a module not included in the server
> > > > configuration
> > > > 
> > > > 
> > > >
> __________________________________________________
> > > > Do You Yahoo!?
> > > > Tired of spam?  Yahoo! Mail has the best spam
> > > protection around 
> > > > http://mail.yahoo.com 
> > > >
> _______________________________________________
> > > >
> > >
> >
>
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > > > 
> > > > Be sure to check out the RT Wiki at
> > > http://wiki.bestpractical.com
> > > > 
> > > > 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
> > > > 
> > > -- 
> > > Scott T. Hildreth <shildret at scotth.emsphone.com>
> > > 
> > 
> > 
> > __________________________________________________
> > Do You Yahoo!?
> > Tired of spam?  Yahoo! Mail has the best spam
> > protection around 
> > http://mail.yahoo.com 
> > 
> > __________________________________________________
> > Do You Yahoo!?
> > Tired of spam?  Yahoo! Mail has the best spam
> protection around 
> > http://mail.yahoo.com 
> > _______________________________________________
> >
>
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > Be sure to check out the RT Wiki at
> http://wiki.bestpractical.com
> > 
> > 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
> > 
> -- 
> Scott T. Hildreth <shildret at scotth.emsphone.com>
> 


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam
protection around 
http://mail.yahoo.com 

__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From sunzhoujian at yahoo.com  Thu Feb 23 12:59:51 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Thu, 23 Feb 2006 09:59:51 -0800 (PST)
Subject: [rt-users] Why apache server can't interepete the PerlModule in
	the configuration file?
In-Reply-To: <1140706989.22615.117.camel@scotth.emsphone.com>
Message-ID: <20060223175951.66021.qmail@web33807.mail.mud.yahoo.com>

To answer your other questions:
>   What version of apache?
> 
>   Do you have more than one version of Apache
> installed?
>    
>   Do you have more than one version of Perl
> installed?

The apache version is 2.2.0
Perl is 5.8.8
[root at osg-tg2 bin]# perl -v
 
This is perl, v5.8.8 built for i686-linux
 
Copyright 1987-2006, Larry Wall

It only displays one version. I assume this is the
only takes effect.

> > overnight when it was trying to test
> > http://localhost:XXXXX...
> 
>   Which module?

The module is httpd related.

They are the following two missing modules.
        HTTP::Server::Simple 0.07...MISSING
        HTTP::Server::Simple::Mason 0.09...MISSIN




--- "Scott T. Hildreth" <shildret at scotth.emsphone.com>
wrote:

> On Wed, 2006-02-22 at 13:44 -0800, zhou jian wrote:
> > I have given up rebuild perl-module. I am going to
> > install a fresh apache server with fastcgi built
> in.
> > 
>   A couple of questions, 
> 
>   What version of apache?
> 
>   Do you have more than one version of Apache
> installed?
>    
>   Do you have more than one version of Perl
> installed?
>   
> > At the same time, do you have ideas about the
> > following issue which is relerrent to the
> perlmodule
> > installation problems.
> > 
> > I encountered a problem when I was installing a
> perl
> > module. The httpd server related module was
> hanging
> > overnight when it was trying to test
> > http://localhost:XXXXX...
> 
>   Which module?
> 
> > 
> > Today, I tested with my httpd server installation.
> > I found that I can view the webpage after I
> started
> > httpd server through the actually ip address. I
> have
> > configured my ip address under /etc/hosts.
> 
> do you have a line like this in your /etc/hosts?
> 
>    127.0.0.1      localhost localhost.my.domain
> 
> > 
> > However, I couldn't view the webpage through 
> > http://127.0.0.0/ or http://localhost/
> > 
> > It looks bizzare to me, if I can't view it through
> > http://localhost, then I couldn't install the
> httpd
> > related perlmodules because they require the
> testing.
> > 
> > --- "Scott T. Hildreth"
> <shildret at scotth.emsphone.com>
> > wrote:
> > 
> > > On Wed, 2006-02-22 at 12:39 -0800, zhou jian
> wrote:
> > > > It gives me error like below. How should I
> > > configure
> > > > the server to satisfy its requirement?
> > > > 
> > > 
> > > Do you have mod_perl2 installed?
> > > 
> > > > 
> > > > 
> > > > Syntax error on line 426 of
> > > > /usr/local/apache2/conf/httpd.conf:
> > > > Invalid command 'PerlModule', perhaps
> misspelled
> > > or
> > > > defined by a module not included in the server
> > > > configuration
> > > > 
> > > > 
> > > >
> __________________________________________________
> > > > Do You Yahoo!?
> > > > Tired of spam?  Yahoo! Mail has the best spam
> > > protection around 
> > > > http://mail.yahoo.com 
> > > >
> _______________________________________________
> > > >
> > >
> >
>
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > > > 
> > > > Be sure to check out the RT Wiki at
> > > http://wiki.bestpractical.com
> > > > 
> > > > 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
> > > > 
> > > -- 
> > > Scott T. Hildreth <shildret at scotth.emsphone.com>
> > > 
> > 
> > 
> > __________________________________________________
> > Do You Yahoo!?
> > Tired of spam?  Yahoo! Mail has the best spam
> > protection around 
> > http://mail.yahoo.com 
> > 
> > __________________________________________________
> > Do You Yahoo!?
> > Tired of spam?  Yahoo! Mail has the best spam
> protection around 
> > http://mail.yahoo.com 
> > _______________________________________________
> >
>
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > Be sure to check out the RT Wiki at
> http://wiki.bestpractical.com
> > 
> > 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
> > 
> -- 
> Scott T. Hildreth <shildret at scotth.emsphone.com>
> 


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam
protection around 
http://mail.yahoo.com 

__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam
protection around 
http://mail.yahoo.com 

__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From jfenner at vitamix.com  Thu Feb 23 14:40:16 2006
From: jfenner at vitamix.com (Jason Fenner)
Date: Thu, 23 Feb 2006 14:40:16 -0500
Subject: [rt-users] Why apache server can't interepete the PerlModule
	in	the configuration file?
In-Reply-To: <20060223174459.6792.qmail@web33801.mail.mud.yahoo.com>
References: <20060223174459.6792.qmail@web33801.mail.mud.yahoo.com>
Message-ID: <43FE0FA0.9020603@vitamix.com>

At this point it looks like you are having trouble getting Apache itself 
working.

I recommend that you post in a Apache mailing list or forum, requesteing 
help.


zhou jian wrote:

>Thanks for your reply.
>
>  
>
>>do you have a line like this in your /etc/hosts?
>>
>>   127.0.0.1      localhost localhost.my.domain
>>
>>    
>>
>yes. I have added this one. Actually, I can view the
>website through http://myipaddress/index.html.
>
>
>For trying to solve this issue,
>I added 
>
>Listen 127.0.0.1:80 and tried to restart httpd.
>
>[root at osg-tg2 bin]# ./httpd -k start
>(99)Cannot assign requested address: make_sock: could
>not bind to address 127.0.0.1:80
>no listening sockets available, shutting down
>Unable to open logs
>
>It showed the error above and I couldn't start httpd.
>
>Do you have any idea? I found even I commented Listen
>80 in the previous part of httpd.conf. I still got the
>same error.
>
>--- "Scott T. Hildreth" <shildret at scotth.emsphone.com>
>wrote:
>
>  
>
>>On Wed, 2006-02-22 at 13:44 -0800, zhou jian wrote:
>>    
>>
>>>I have given up rebuild perl-module. I am going to
>>>install a fresh apache server with fastcgi built
>>>      
>>>
>>in.
>>    
>>
>>  A couple of questions, 
>>
>>  What version of apache?
>>
>>  Do you have more than one version of Apache
>>installed?
>>   
>>  Do you have more than one version of Perl
>>installed?
>>  
>>    
>>
>>>At the same time, do you have ideas about the
>>>following issue which is relerrent to the
>>>      
>>>
>>perlmodule
>>    
>>
>>>installation problems.
>>>
>>>I encountered a problem when I was installing a
>>>      
>>>
>>perl
>>    
>>
>>>module. The httpd server related module was
>>>      
>>>
>>hanging
>>    
>>
>>>overnight when it was trying to test
>>>http://localhost:XXXXX...
>>>      
>>>
>>  Which module?
>>
>>    
>>
>>>Today, I tested with my httpd server installation.
>>>I found that I can view the webpage after I
>>>      
>>>
>>started
>>    
>>
>>>httpd server through the actually ip address. I
>>>      
>>>
>>have
>>    
>>
>>>configured my ip address under /etc/hosts.
>>>      
>>>
>>do you have a line like this in your /etc/hosts?
>>
>>   127.0.0.1      localhost localhost.my.domain
>>
>>    
>>
>>>However, I couldn't view the webpage through 
>>>http://127.0.0.0/ or http://localhost/
>>>
>>>It looks bizzare to me, if I can't view it through
>>>http://localhost, then I couldn't install the
>>>      
>>>
>>httpd
>>    
>>
>>>related perlmodules because they require the
>>>      
>>>
>>testing.
>>    
>>
>>>--- "Scott T. Hildreth"
>>>      
>>>
>><shildret at scotth.emsphone.com>
>>    
>>
>>>wrote:
>>>
>>>      
>>>
>>>>On Wed, 2006-02-22 at 12:39 -0800, zhou jian
>>>>        
>>>>
>>wrote:
>>    
>>
>>>>>It gives me error like below. How should I
>>>>>          
>>>>>
>>>>configure
>>>>        
>>>>
>>>>>the server to satisfy its requirement?
>>>>>
>>>>>          
>>>>>
>>>>Do you have mod_perl2 installed?
>>>>
>>>>        
>>>>
>>>>>Syntax error on line 426 of
>>>>>/usr/local/apache2/conf/httpd.conf:
>>>>>Invalid command 'PerlModule', perhaps
>>>>>          
>>>>>
>>misspelled
>>    
>>
>>>>or
>>>>        
>>>>
>>>>>defined by a module not included in the server
>>>>>configuration
>>>>>
>>>>>
>>>>>
>>>>>          
>>>>>
>>__________________________________________________
>>    
>>
>>>>>Do You Yahoo!?
>>>>>Tired of spam?  Yahoo! Mail has the best spam
>>>>>          
>>>>>
>>>>protection around 
>>>>        
>>>>
>>>>>http://mail.yahoo.com 
>>>>>
>>>>>          
>>>>>
>>_______________________________________________
>>    
>>
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>  
>
>>>>>Be sure to check out the RT Wiki at
>>>>>          
>>>>>
>>>>http://wiki.bestpractical.com
>>>>        
>>>>
>>>>>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
>>>>        
>>>>
>>>>-- 
>>>>Scott T. Hildreth <shildret at scotth.emsphone.com>
>>>>
>>>>        
>>>>
>>>__________________________________________________
>>>Do You Yahoo!?
>>>Tired of spam?  Yahoo! Mail has the best spam
>>>protection around 
>>>http://mail.yahoo.com 
>>>
>>>__________________________________________________
>>>Do You Yahoo!?
>>>Tired of spam?  Yahoo! Mail has the best spam
>>>      
>>>
>>protection around 
>>    
>>
>>>http://mail.yahoo.com 
>>>_______________________________________________
>>>
>>>      
>>>
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>  
>
>>>Be sure to check out the RT Wiki at
>>>      
>>>
>>http://wiki.bestpractical.com
>>    
>>
>>>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
>>    
>>
>>-- 
>>Scott T. Hildreth <shildret at scotth.emsphone.com>
>>
>>    
>>
>
>
>__________________________________________________
>Do You Yahoo!?
>Tired of spam?  Yahoo! Mail has the best spam
>protection around 
>http://mail.yahoo.com 
>
>__________________________________________________
>Do You Yahoo!?
>Tired of spam?  Yahoo! Mail has the best spam protection around 
>http://mail.yahoo.com 
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
>Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>San Francisco - Find out more at http://bestpractical.com/services/training.html
>
>  
>




From sunzhoujian at yahoo.com  Thu Feb 23 14:57:45 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Thu, 23 Feb 2006 11:57:45 -0800 (PST)
Subject: [rt-users] Why apache server can't interepete the PerlModule in
	the configuration file?
In-Reply-To: <43FE0FA0.9020603@vitamix.com>
Message-ID: <20060223195745.45860.qmail@web33809.mail.mud.yahoo.com>

I posted there.

What type of apache server are you guys using for RT?
I installed httpd2.0.55. It still doesn't work. 

--- Jason Fenner <jfenner at vitamix.com> wrote:

> At this point it looks like you are having trouble
> getting Apache itself 
> working.
> 
> I recommend that you post in a Apache mailing list
> or forum, requesteing 
> help.
> 
> 
> zhou jian wrote:
> 
> >Thanks for your reply.
> >
> >  
> >
> >>do you have a line like this in your /etc/hosts?
> >>
> >>   127.0.0.1      localhost localhost.my.domain
> >>
> >>    
> >>
> >yes. I have added this one. Actually, I can view
> the
> >website through http://myipaddress/index.html.
> >
> >
> >For trying to solve this issue,
> >I added 
> >
> >Listen 127.0.0.1:80 and tried to restart httpd.
> >
> >[root at osg-tg2 bin]# ./httpd -k start
> >(99)Cannot assign requested address: make_sock:
> could
> >not bind to address 127.0.0.1:80
> >no listening sockets available, shutting down
> >Unable to open logs
> >
> >It showed the error above and I couldn't start
> httpd.
> >
> >Do you have any idea? I found even I commented
> Listen
> >80 in the previous part of httpd.conf. I still got
> the
> >same error.
> >
> >--- "Scott T. Hildreth"
> <shildret at scotth.emsphone.com>
> >wrote:
> >
> >  
> >
> >>On Wed, 2006-02-22 at 13:44 -0800, zhou jian
> wrote:
> >>    
> >>
> >>>I have given up rebuild perl-module. I am going
> to
> >>>install a fresh apache server with fastcgi built
> >>>      
> >>>
> >>in.
> >>    
> >>
> >>  A couple of questions, 
> >>
> >>  What version of apache?
> >>
> >>  Do you have more than one version of Apache
> >>installed?
> >>   
> >>  Do you have more than one version of Perl
> >>installed?
> >>  
> >>    
> >>
> >>>At the same time, do you have ideas about the
> >>>following issue which is relerrent to the
> >>>      
> >>>
> >>perlmodule
> >>    
> >>
> >>>installation problems.
> >>>
> >>>I encountered a problem when I was installing a
> >>>      
> >>>
> >>perl
> >>    
> >>
> >>>module. The httpd server related module was
> >>>      
> >>>
> >>hanging
> >>    
> >>
> >>>overnight when it was trying to test
> >>>http://localhost:XXXXX...
> >>>      
> >>>
> >>  Which module?
> >>
> >>    
> >>
> >>>Today, I tested with my httpd server
> installation.
> >>>I found that I can view the webpage after I
> >>>      
> >>>
> >>started
> >>    
> >>
> >>>httpd server through the actually ip address. I
> >>>      
> >>>
> >>have
> >>    
> >>
> >>>configured my ip address under /etc/hosts.
> >>>      
> >>>
> >>do you have a line like this in your /etc/hosts?
> >>
> >>   127.0.0.1      localhost localhost.my.domain
> >>
> >>    
> >>
> >>>However, I couldn't view the webpage through 
> >>>http://127.0.0.0/ or http://localhost/
> >>>
> >>>It looks bizzare to me, if I can't view it
> through
> >>>http://localhost, then I couldn't install the
> >>>      
> >>>
> >>httpd
> >>    
> >>
> >>>related perlmodules because they require the
> >>>      
> >>>
> >>testing.
> >>    
> >>
> >>>--- "Scott T. Hildreth"
> >>>      
> >>>
> >><shildret at scotth.emsphone.com>
> >>    
> >>
> >>>wrote:
> >>>
> >>>      
> >>>
> >>>>On Wed, 2006-02-22 at 12:39 -0800, zhou jian
> >>>>        
> >>>>
> >>wrote:
> >>    
> >>
> >>>>>It gives me error like below. How should I
> >>>>>          
> >>>>>
> >>>>configure
> >>>>        
> >>>>
> >>>>>the server to satisfy its requirement?
> >>>>>
> >>>>>          
> >>>>>
> >>>>Do you have mod_perl2 installed?
> >>>>
> >>>>        
> >>>>
> >>>>>Syntax error on line 426 of
> >>>>>/usr/local/apache2/conf/httpd.conf:
> >>>>>Invalid command 'PerlModule', perhaps
> >>>>>          
> >>>>>
> >>misspelled
> >>    
> >>
> >>>>or
> >>>>        
> >>>>
> >>>>>defined by a module not included in the server
> >>>>>configuration
> >>>>>
> >>>>>
> >>>>>
> >>>>>          
> >>>>>
> >>__________________________________________________
> >>    
> >>
> >>>>>Do You Yahoo!?
> >>>>>Tired of spam?  Yahoo! Mail has the best spam
> >>>>>          
> >>>>>
> 
=== message truncated ===


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam
protection around 
http://mail.yahoo.com 

__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From chaim.rieger at gmail.com  Thu Feb 23 15:01:33 2006
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Thu, 23 Feb 2006 12:01:33 -0800
Subject: [rt-users] Why apache server can't interepete the PerlModule
	in	the configuration file?
In-Reply-To: <20060223195745.45860.qmail@web33809.mail.mud.yahoo.com>
References: <20060223195745.45860.qmail@web33809.mail.mud.yahoo.com>
Message-ID: <43FE149D.1010302@gmail.com>

zhou jian wrote:
> I posted there.
> 
> What type of apache server are you guys using for RT?
> I installed httpd2.0.55. It still doesn't work. 
> 
> --- Jason Fenner <jfenner at vitamix.com> wrote:


a few things,

as the previos poster, said you are having an apache issue, not an rt 
issue,

please do not top post, instead trim and reply below, so that we can 
follow the thread

third, before you jump in spend 5 minutes and read some archives, i 
believe that te majority of us use some version of apache, i run rt on 
1.3 2.0 and 2.2 with perl and cgi,


From sunzhoujian at yahoo.com  Thu Feb 23 15:02:30 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Thu, 23 Feb 2006 12:02:30 -0800 (PST)
Subject: [rt-users] Why apache server can't interepete the PerlModule in
	the configuration file?
In-Reply-To: <1140724491.22615.147.camel@scotth.emsphone.com>
Message-ID: <20060223200230.71819.qmail@web33804.mail.mud.yahoo.com>

I am pretty sure. I ran ps aux | grep httpd all the
time. There is no other process running. Otherwise, I
couldn't start httpd at all. My problem is that I can
reach the website by http://myipaddress/index.html. It
works. I just couldn't reach
http://localhost/index.html or
http://127.0.0.1/index.html.

--- "Scott T. Hildreth" <shildreth at allantgroup.com>
wrote:

> On Thu, 2006-02-23 at 09:44 -0800, zhou jian wrote:
> > Thanks for your reply.
> > 
> > > do you have a line like this in your /etc/hosts?
> > > 
> > >    127.0.0.1      localhost localhost.my.domain
> > > 
> > yes. I have added this one. Actually, I can view
> the
> > website through http://myipaddress/index.html.
> > 
> > 
> > For trying to solve this issue,
> > I added 
> > 
> > Listen 127.0.0.1:80 and tried to restart httpd.
> > 
> > [root at osg-tg2 bin]# ./httpd -k start
> > (99)Cannot assign requested address: make_sock:
> could
> > not bind to address 127.0.0.1:80
> > no listening sockets available, shutting down
> > Unable to open logs
> > 
> 
>   Are you sure you don't have a run-away httpd?
> 
>   Try this,
> 
>         apachectl stop
>         ps -auxww | grep httpd
> 
>  ...see if any httpd's are still running.  If so
> kill 
>  the processes.
> 
> 
> > It showed the error above and I couldn't start
> httpd.
> > 
> > Do you have any idea? I found even I commented
> Listen
> > 80 in the previous part of httpd.conf. I still got
> the
> > same error.
> > 
> > --- "Scott T. Hildreth"
> <shildret at scotth.emsphone.com>
> > wrote:
> > 
> > > On Wed, 2006-02-22 at 13:44 -0800, zhou jian
> wrote:
> > > > I have given up rebuild perl-module. I am
> going to
> > > > install a fresh apache server with fastcgi
> built
> > > in.
> > > > 
> > >   A couple of questions, 
> > > 
> > >   What version of apache?
> > > 
> > >   Do you have more than one version of Apache
> > > installed?
> > >    
> > >   Do you have more than one version of Perl
> > > installed?
> > >   
> > > > At the same time, do you have ideas about the
> > > > following issue which is relerrent to the
> > > perlmodule
> > > > installation problems.
> > > > 
> > > > I encountered a problem when I was installing
> a
> > > perl
> > > > module. The httpd server related module was
> > > hanging
> > > > overnight when it was trying to test
> > > > http://localhost:XXXXX...
> > > 
> > >   Which module?
> > > 
> > > > 
> > > > Today, I tested with my httpd server
> installation.
> > > > I found that I can view the webpage after I
> > > started
> > > > httpd server through the actually ip address.
> I
> > > have
> > > > configured my ip address under /etc/hosts.
> > > 
> > > do you have a line like this in your /etc/hosts?
> > > 
> > >    127.0.0.1      localhost localhost.my.domain
> > > 
> > > > 
> > > > However, I couldn't view the webpage through 
> > > > http://127.0.0.0/ or http://localhost/
> > > > 
> > > > It looks bizzare to me, if I can't view it
> through
> > > > http://localhost, then I couldn't install the
> > > httpd
> > > > related perlmodules because they require the
> > > testing.
> > > > 
> > > > --- "Scott T. Hildreth"
> > > <shildret at scotth.emsphone.com>
> > > > wrote:
> > > > 
> > > > > On Wed, 2006-02-22 at 12:39 -0800, zhou jian
> > > wrote:
> > > > > > It gives me error like below. How should I
> > > > > configure
> > > > > > the server to satisfy its requirement?
> > > > > > 
> > > > > 
> > > > > Do you have mod_perl2 installed?
> > > > > 
> > > > > > 
> > > > > > 
> > > > > > Syntax error on line 426 of
> > > > > > /usr/local/apache2/conf/httpd.conf:
> > > > > > Invalid command 'PerlModule', perhaps
> > > misspelled
> > > > > or
> > > > > > defined by a module not included in the
> server
> > > > > > configuration
> > > > > > 
> > > > > > 
> > > > > >
> > >
> __________________________________________________
> > > > > > Do You Yahoo!?
> > > > > > Tired of spam?  Yahoo! Mail has the best
> spam
> > > > > protection around 
> > > > > > http://mail.yahoo.com 
> > > > > >
> > > _______________________________________________
> > > > > >
> > > > >
> > > >
> > >
> >
>
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > > > > > 
> > > > > > Be sure to check out the RT Wiki at
> > > > > http://wiki.bestpractical.com
> > > > > > 
> > > > > > 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
> > > > > > 
> > > > > -- 
> > > > > Scott T. Hildreth
> <shildret at scotth.emsphone.com>
> > > > > 
> > > > 
> > > > 
> > > >
> __________________________________________________
> > > > Do You Yahoo!?
> > > > Tired of spam?  Yahoo! Mail has the best spam
> > > > protection around 
> > > > http://mail.yahoo.com 
> > > > 
> > > >
> __________________________________________________
> > > > Do You Yahoo!?
> > > > Tired of spam?  Yahoo! Mail has the best spam
> > > protection around 
> > > > http://mail.yahoo.com 
> > > >
> _______________________________________________
> > > >
> > >
> >
>
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > > > 
> > > > Be sure to check out the RT Wiki at
> > > http://wiki.bestpractical.com
> > > > 
> > > > 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
> 
=== message truncated ===


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam
protection around 
http://mail.yahoo.com 

__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From shildreth at allantgroup.com  Thu Feb 23 14:54:51 2006
From: shildreth at allantgroup.com (Scott T. Hildreth)
Date: Thu, 23 Feb 2006 13:54:51 -0600
Subject: [rt-users] Why apache server can't interepete the PerlModule
	in the configuration file?
In-Reply-To: <20060223174459.6792.qmail@web33801.mail.mud.yahoo.com>
References: <20060223174459.6792.qmail@web33801.mail.mud.yahoo.com>
Message-ID: <1140724491.22615.147.camel@scotth.emsphone.com>

On Thu, 2006-02-23 at 09:44 -0800, zhou jian wrote:
> Thanks for your reply.
> 
> > do you have a line like this in your /etc/hosts?
> > 
> >    127.0.0.1      localhost localhost.my.domain
> > 
> yes. I have added this one. Actually, I can view the
> website through http://myipaddress/index.html.
> 
> 
> For trying to solve this issue,
> I added 
> 
> Listen 127.0.0.1:80 and tried to restart httpd.
> 
> [root at osg-tg2 bin]# ./httpd -k start
> (99)Cannot assign requested address: make_sock: could
> not bind to address 127.0.0.1:80
> no listening sockets available, shutting down
> Unable to open logs
> 

  Are you sure you don't have a run-away httpd?

  Try this,

        apachectl stop
        ps -auxww | grep httpd

 ...see if any httpd's are still running.  If so kill 
 the processes.


> It showed the error above and I couldn't start httpd.
> 
> Do you have any idea? I found even I commented Listen
> 80 in the previous part of httpd.conf. I still got the
> same error.
> 
> --- "Scott T. Hildreth" <shildret at scotth.emsphone.com>
> wrote:
> 
> > On Wed, 2006-02-22 at 13:44 -0800, zhou jian wrote:
> > > I have given up rebuild perl-module. I am going to
> > > install a fresh apache server with fastcgi built
> > in.
> > > 
> >   A couple of questions, 
> > 
> >   What version of apache?
> > 
> >   Do you have more than one version of Apache
> > installed?
> >    
> >   Do you have more than one version of Perl
> > installed?
> >   
> > > At the same time, do you have ideas about the
> > > following issue which is relerrent to the
> > perlmodule
> > > installation problems.
> > > 
> > > I encountered a problem when I was installing a
> > perl
> > > module. The httpd server related module was
> > hanging
> > > overnight when it was trying to test
> > > http://localhost:XXXXX...
> > 
> >   Which module?
> > 
> > > 
> > > Today, I tested with my httpd server installation.
> > > I found that I can view the webpage after I
> > started
> > > httpd server through the actually ip address. I
> > have
> > > configured my ip address under /etc/hosts.
> > 
> > do you have a line like this in your /etc/hosts?
> > 
> >    127.0.0.1      localhost localhost.my.domain
> > 
> > > 
> > > However, I couldn't view the webpage through 
> > > http://127.0.0.0/ or http://localhost/
> > > 
> > > It looks bizzare to me, if I can't view it through
> > > http://localhost, then I couldn't install the
> > httpd
> > > related perlmodules because they require the
> > testing.
> > > 
> > > --- "Scott T. Hildreth"
> > <shildret at scotth.emsphone.com>
> > > wrote:
> > > 
> > > > On Wed, 2006-02-22 at 12:39 -0800, zhou jian
> > wrote:
> > > > > It gives me error like below. How should I
> > > > configure
> > > > > the server to satisfy its requirement?
> > > > > 
> > > > 
> > > > Do you have mod_perl2 installed?
> > > > 
> > > > > 
> > > > > 
> > > > > Syntax error on line 426 of
> > > > > /usr/local/apache2/conf/httpd.conf:
> > > > > Invalid command 'PerlModule', perhaps
> > misspelled
> > > > or
> > > > > defined by a module not included in the server
> > > > > configuration
> > > > > 
> > > > > 
> > > > >
> > __________________________________________________
> > > > > Do You Yahoo!?
> > > > > Tired of spam?  Yahoo! Mail has the best spam
> > > > protection around 
> > > > > http://mail.yahoo.com 
> > > > >
> > _______________________________________________
> > > > >
> > > >
> > >
> >
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > > > > 
> > > > > Be sure to check out the RT Wiki at
> > > > http://wiki.bestpractical.com
> > > > > 
> > > > > 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
> > > > > 
> > > > -- 
> > > > Scott T. Hildreth <shildret at scotth.emsphone.com>
> > > > 
> > > 
> > > 
> > > __________________________________________________
> > > Do You Yahoo!?
> > > Tired of spam?  Yahoo! Mail has the best spam
> > > protection around 
> > > http://mail.yahoo.com 
> > > 
> > > __________________________________________________
> > > Do You Yahoo!?
> > > Tired of spam?  Yahoo! Mail has the best spam
> > protection around 
> > > http://mail.yahoo.com 
> > > _______________________________________________
> > >
> >
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > > 
> > > Be sure to check out the RT Wiki at
> > http://wiki.bestpractical.com
> > > 
> > > 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
> > > 
> > -- 
> > Scott T. Hildreth <shildret at scotth.emsphone.com>
> > 
> 
> 
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam
> protection around 
> http://mail.yahoo.com 
> 
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam protection around 
> http://mail.yahoo.com 
-- 
Scott T. Hildreth <shildreth at allantgroup.com>


From shildreth at allantgroup.com  Thu Feb 23 14:56:54 2006
From: shildreth at allantgroup.com (Scott T. Hildreth)
Date: Thu, 23 Feb 2006 13:56:54 -0600
Subject: [rt-users] Why apache server can't interepete the PerlModule
	in	the configuration file?
In-Reply-To: <43FE0FA0.9020603@vitamix.com>
References: <20060223174459.6792.qmail@web33801.mail.mud.yahoo.com>
	<43FE0FA0.9020603@vitamix.com>
Message-ID: <1140724614.22615.150.camel@scotth.emsphone.com>

On Thu, 2006-02-23 at 14:40 -0500, Jason Fenner wrote:
> At this point it looks like you are having trouble getting Apache itself 
> working.

  ..we should stop cc'ing the list.

> 
> I recommend that you post in a Apache mailing list or forum, requesteing 
> help.
> 
> 
> zhou jian wrote:
> 
> >Thanks for your reply.
> >
> >  
> >
> >>do you have a line like this in your /etc/hosts?
> >>
> >>   127.0.0.1      localhost localhost.my.domain
> >>
> >>    
> >>
> >yes. I have added this one. Actually, I can view the
> >website through http://myipaddress/index.html.
> >
> >
> >For trying to solve this issue,
> >I added 
> >
> >Listen 127.0.0.1:80 and tried to restart httpd.
> >
> >[root at osg-tg2 bin]# ./httpd -k start
> >(99)Cannot assign requested address: make_sock: could
> >not bind to address 127.0.0.1:80
> >no listening sockets available, shutting down
> >Unable to open logs
> >
> >It showed the error above and I couldn't start httpd.
> >
> >Do you have any idea? I found even I commented Listen
> >80 in the previous part of httpd.conf. I still got the
> >same error.
> >
> >--- "Scott T. Hildreth" <shildret at scotth.emsphone.com>
> >wrote:
> >
> >  
> >
> >>On Wed, 2006-02-22 at 13:44 -0800, zhou jian wrote:
> >>    
> >>
> >>>I have given up rebuild perl-module. I am going to
> >>>install a fresh apache server with fastcgi built
> >>>      
> >>>
> >>in.
> >>    
> >>
> >>  A couple of questions, 
> >>
> >>  What version of apache?
> >>
> >>  Do you have more than one version of Apache
> >>installed?
> >>   
> >>  Do you have more than one version of Perl
> >>installed?
> >>  
> >>    
> >>
> >>>At the same time, do you have ideas about the
> >>>following issue which is relerrent to the
> >>>      
> >>>
> >>perlmodule
> >>    
> >>
> >>>installation problems.
> >>>
> >>>I encountered a problem when I was installing a
> >>>      
> >>>
> >>perl
> >>    
> >>
> >>>module. The httpd server related module was
> >>>      
> >>>
> >>hanging
> >>    
> >>
> >>>overnight when it was trying to test
> >>>http://localhost:XXXXX...
> >>>      
> >>>
> >>  Which module?
> >>
> >>    
> >>
> >>>Today, I tested with my httpd server installation.
> >>>I found that I can view the webpage after I
> >>>      
> >>>
> >>started
> >>    
> >>
> >>>httpd server through the actually ip address. I
> >>>      
> >>>
> >>have
> >>    
> >>
> >>>configured my ip address under /etc/hosts.
> >>>      
> >>>
> >>do you have a line like this in your /etc/hosts?
> >>
> >>   127.0.0.1      localhost localhost.my.domain
> >>
> >>    
> >>
> >>>However, I couldn't view the webpage through 
> >>>http://127.0.0.0/ or http://localhost/
> >>>
> >>>It looks bizzare to me, if I can't view it through
> >>>http://localhost, then I couldn't install the
> >>>      
> >>>
> >>httpd
> >>    
> >>
> >>>related perlmodules because they require the
> >>>      
> >>>
> >>testing.
> >>    
> >>
> >>>--- "Scott T. Hildreth"
> >>>      
> >>>
> >><shildret at scotth.emsphone.com>
> >>    
> >>
> >>>wrote:
> >>>
> >>>      
> >>>
> >>>>On Wed, 2006-02-22 at 12:39 -0800, zhou jian
> >>>>        
> >>>>
> >>wrote:
> >>    
> >>
> >>>>>It gives me error like below. How should I
> >>>>>          
> >>>>>
> >>>>configure
> >>>>        
> >>>>
> >>>>>the server to satisfy its requirement?
> >>>>>
> >>>>>          
> >>>>>
> >>>>Do you have mod_perl2 installed?
> >>>>
> >>>>        
> >>>>
> >>>>>Syntax error on line 426 of
> >>>>>/usr/local/apache2/conf/httpd.conf:
> >>>>>Invalid command 'PerlModule', perhaps
> >>>>>          
> >>>>>
> >>misspelled
> >>    
> >>
> >>>>or
> >>>>        
> >>>>
> >>>>>defined by a module not included in the server
> >>>>>configuration
> >>>>>
> >>>>>
> >>>>>
> >>>>>          
> >>>>>
> >>__________________________________________________
> >>    
> >>
> >>>>>Do You Yahoo!?
> >>>>>Tired of spam?  Yahoo! Mail has the best spam
> >>>>>          
> >>>>>
> >>>>protection around 
> >>>>        
> >>>>
> >>>>>http://mail.yahoo.com 
> >>>>>
> >>>>>          
> >>>>>
> >>_______________________________________________
> >>    
> >>
> >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >  
> >
> >>>>>Be sure to check out the RT Wiki at
> >>>>>          
> >>>>>
> >>>>http://wiki.bestpractical.com
> >>>>        
> >>>>
> >>>>>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
> >>>>        
> >>>>
> >>>>-- 
> >>>>Scott T. Hildreth <shildret at scotth.emsphone.com>
> >>>>
> >>>>        
> >>>>
> >>>__________________________________________________
> >>>Do You Yahoo!?
> >>>Tired of spam?  Yahoo! Mail has the best spam
> >>>protection around 
> >>>http://mail.yahoo.com 
> >>>
> >>>__________________________________________________
> >>>Do You Yahoo!?
> >>>Tired of spam?  Yahoo! Mail has the best spam
> >>>      
> >>>
> >>protection around 
> >>    
> >>
> >>>http://mail.yahoo.com 
> >>>_______________________________________________
> >>>
> >>>      
> >>>
> >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >  
> >
> >>>Be sure to check out the RT Wiki at
> >>>      
> >>>
> >>http://wiki.bestpractical.com
> >>    
> >>
> >>>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
> >>    
> >>
> >>-- 
> >>Scott T. Hildreth <shildret at scotth.emsphone.com>
> >>
> >>    
> >>
> >
> >
> >__________________________________________________
> >Do You Yahoo!?
> >Tired of spam?  Yahoo! Mail has the best spam
> >protection around 
> >http://mail.yahoo.com 
> >
> >__________________________________________________
> >Do You Yahoo!?
> >Tired of spam?  Yahoo! Mail has the best spam protection around 
> >http://mail.yahoo.com 
> >_______________________________________________
> >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> >Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >
> >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
> >
> >  
> >
> 
> 
-- 
Scott T. Hildreth <shildreth at allantgroup.com>


From lists at akphs.com  Thu Feb 23 15:21:57 2006
From: lists at akphs.com (Phil Smith III)
Date: Thu, 23 Feb 2006 15:21:57 -0500
Subject: [rt-users] I spoke too soon...
Message-ID: <00b101c638b6$cb9cc4d0$6a01090a@Basement2>

When I try to associate a Custom Field with a Class, I now get:

System error
error:  	Can't locate object method "HasEntry" via package "RT::CustomFields" at /opt/rt3/share/html/RTFM/Admin/Classes/CustomFields.html line 81.
context:  	
...  	
77:  	# Go through and delete all the custom field relationships that this class
78:  	# no longer has
79:  	
80:  	
81:  	if ($ClassCFs->HasEntry($cf->Id)) {
82:  	unless (defined $ARGS{"Class-".$ClassObj->Id."-CF-".$cf->Id} ) {
83:  	my ($val, $msg) = $cf->RemoveFromClass($ClassObj->Id);
84:  	push (@results, $msg);
85:  	
...  	
code stack:  	/opt/rt3/share/html/RTFM/Admin/Classes/CustomFields.html:81
/opt/rt3/share/html/autohandler:215
raw error


I managed to get it happier by deleting the Mason cache manually and restarting everything, but now when I try to add a custom field to a class, I get the RT Custom Fields dialog -- and my RTFM custom field doesn't show up.  Help!

...phsiii



From sunzhoujian at yahoo.com  Thu Feb 23 15:30:30 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Thu, 23 Feb 2006 12:30:30 -0800 (PST)
Subject: [rt-users] Why apache server can't interepete the PerlModule in
	the configuration file?
In-Reply-To: <1140724614.22615.150.camel@scotth.emsphone.com>
Message-ID: <20060223203030.76056.qmail@web33801.mail.mud.yahoo.com>

        Test::WWW::Mechanize ...found
        Module::Refresh 0.03...found
MYSQL dependencies:
        DBD::mysql 2.1018...MISSING


Thanks for all your helps. I got this problem fixed. I
guess that there are something messed with my machine.
I restarted and httpd -k start the httpd server. It is
working right now for http://localhost. So I can fix
most of the remaining missing modules. Right now, I
got  stuck only on the last module. DBD::mysql.

The error message is:

cpan> install DBD::mysql
Running install for module DBD::mysql
Running make for C/CA/CAPTTOFU/DBD-mysql-3.0002.tar.gz
  Is already unwrapped into directory
/root/.cpan/build/DBD-mysql-3.0002
  Has already been processed within this session
Running make test
  Can't test without successful make
Running make install
  make had returned bad status, install seems
impossible

Any ideas about this one? I have mysql installed in my
machine. Will this module need the password to test?
--Paul

--- "Scott T. Hildreth" <shildreth at allantgroup.com>
wrote:

> On Thu, 2006-02-23 at 14:40 -0500, Jason Fenner
> wrote:
> > At this point it looks like you are having trouble
> getting Apache itself 
> > working.
> 
>   ..we should stop cc'ing the list.
> 
> > 
> > I recommend that you post in a Apache mailing list
> or forum, requesteing 
> > help.
> > 
> > 
> > zhou jian wrote:
> > 
> > >Thanks for your reply.
> > >
> > >  
> > >
> > >>do you have a line like this in your /etc/hosts?
> > >>
> > >>   127.0.0.1      localhost localhost.my.domain
> > >>
> > >>    
> > >>
> > >yes. I have added this one. Actually, I can view
> the
> > >website through http://myipaddress/index.html.
> > >
> > >
> > >For trying to solve this issue,
> > >I added 
> > >
> > >Listen 127.0.0.1:80 and tried to restart httpd.
> > >
> > >[root at osg-tg2 bin]# ./httpd -k start
> > >(99)Cannot assign requested address: make_sock:
> could
> > >not bind to address 127.0.0.1:80
> > >no listening sockets available, shutting down
> > >Unable to open logs
> > >
> > >It showed the error above and I couldn't start
> httpd.
> > >
> > >Do you have any idea? I found even I commented
> Listen
> > >80 in the previous part of httpd.conf. I still
> got the
> > >same error.
> > >
> > >--- "Scott T. Hildreth"
> <shildret at scotth.emsphone.com>
> > >wrote:
> > >
> > >  
> > >
> > >>On Wed, 2006-02-22 at 13:44 -0800, zhou jian
> wrote:
> > >>    
> > >>
> > >>>I have given up rebuild perl-module. I am going
> to
> > >>>install a fresh apache server with fastcgi
> built
> > >>>      
> > >>>
> > >>in.
> > >>    
> > >>
> > >>  A couple of questions, 
> > >>
> > >>  What version of apache?
> > >>
> > >>  Do you have more than one version of Apache
> > >>installed?
> > >>   
> > >>  Do you have more than one version of Perl
> > >>installed?
> > >>  
> > >>    
> > >>
> > >>>At the same time, do you have ideas about the
> > >>>following issue which is relerrent to the
> > >>>      
> > >>>
> > >>perlmodule
> > >>    
> > >>
> > >>>installation problems.
> > >>>
> > >>>I encountered a problem when I was installing a
> > >>>      
> > >>>
> > >>perl
> > >>    
> > >>
> > >>>module. The httpd server related module was
> > >>>      
> > >>>
> > >>hanging
> > >>    
> > >>
> > >>>overnight when it was trying to test
> > >>>http://localhost:XXXXX...
> > >>>      
> > >>>
> > >>  Which module?
> > >>
> > >>    
> > >>
> > >>>Today, I tested with my httpd server
> installation.
> > >>>I found that I can view the webpage after I
> > >>>      
> > >>>
> > >>started
> > >>    
> > >>
> > >>>httpd server through the actually ip address. I
> > >>>      
> > >>>
> > >>have
> > >>    
> > >>
> > >>>configured my ip address under /etc/hosts.
> > >>>      
> > >>>
> > >>do you have a line like this in your /etc/hosts?
> > >>
> > >>   127.0.0.1      localhost localhost.my.domain
> > >>
> > >>    
> > >>
> > >>>However, I couldn't view the webpage through 
> > >>>http://127.0.0.0/ or http://localhost/
> > >>>
> > >>>It looks bizzare to me, if I can't view it
> through
> > >>>http://localhost, then I couldn't install the
> > >>>      
> > >>>
> > >>httpd
> > >>    
> > >>
> > >>>related perlmodules because they require the
> > >>>      
> > >>>
> > >>testing.
> > >>    
> > >>
> > >>>--- "Scott T. Hildreth"
> > >>>      
> > >>>
> > >><shildret at scotth.emsphone.com>
> > >>    
> > >>
> > >>>wrote:
> > >>>
> > >>>      
> > >>>
> > >>>>On Wed, 2006-02-22 at 12:39 -0800, zhou jian
> > >>>>        
> > >>>>
> > >>wrote:
> > >>    
> > >>
> > >>>>>It gives me error like below. How should I
> > >>>>>          
> > >>>>>
> > >>>>configure
> > >>>>        
> > >>>>
> > >>>>>the server to satisfy its requirement?
> > >>>>>
> > >>>>>          
> > >>>>>
> > >>>>Do you have mod_perl2 installed?
> > >>>>
> > >>>>        
> > >>>>
> > >>>>>Syntax error on line 426 of
> > >>>>>/usr/local/apache2/conf/httpd.conf:
> > >>>>>Invalid command 'PerlModule', perhaps
> > >>>>>          
> > >>>>>
> > >>misspelled
> > >>    
> > >>
> > >>>>or
> > >>>>        
> > >>>>
> > >>>>>defined by a module not included in the
> server
> > >>>>>configuration
> > >>>>>
> > >>>>>
> > >>>>>
> > >>>>>          
> > >>>>>
> 
=== message truncated ===


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From lists at akphs.com  Thu Feb 23 14:43:26 2006
From: lists at akphs.com (Phil Smith III)
Date: Thu, 23 Feb 2006 14:43:26 -0500
Subject: [rt-users] Problem upgrading RTFM from 2.0.4 to 2.2.0RC1
Message-ID: <009b01c638b1$69cdf530$6a01090a@Basement2>

I suspect -- nay, assume -- this is just my ignorance.

I have RTFM 2.0.4 running happily, wanted to upgrade to 2.2.0RC1.

I downloaded 2.2.0RC1 and un-tarred it.

The README that results says to:

1) perl Makefile.PL

2) perl -I/path/to/your/rt/lib sbin/migrate-2.0-to-2.1

That second step fails, saying it can't locate YAML.pm.  Indeed, neither can I.

Are the instructions just out of date?

Hmm, OK, I got brave and did a "make install" after the failure, and it seemed to work OK.  So I guess this note is just out there as an FYI for the next ignorant soul who trips over this...

-- 
...phsiii

Phil Smith III



From chaim.rieger at gmail.com  Thu Feb 23 15:45:08 2006
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Thu, 23 Feb 2006 12:45:08 -0800
Subject: [rt-users] Why apache server can't interepete the PerlModule
	in	the configuration file?
In-Reply-To: <20060223203030.76056.qmail@web33801.mail.mud.yahoo.com>
References: <20060223203030.76056.qmail@web33801.mail.mud.yahoo.com>
Message-ID: <43FE1ED4.6040301@gmail.com>

zhou jian wrote:
>         Test::WWW::Mechanize ...found
>         Module::Refresh 0.03...found
> MYSQL dependencies:
>         DBD::mysql 2.1018...MISSING
> 
> 
> Thanks for all your helps. I got this problem fixed. I
> guess that there are something messed with my machine.
> I restarted and httpd -k start the httpd server. It is
> working right now for http://localhost. So I can fix
> most of the remaining missing modules. Right now, I
> got  stuck only on the last module. DBD::mysql.
> 
> The error message is:
> 
.....

here is how to solve this


down load the source from cpan.org

unaip it,

modify the Makefile, then run perl Makefile.pl

or just pass the mysql parameters inline when running perl Makefile.pl





From sunzhoujian at yahoo.com  Thu Feb 23 15:47:57 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Thu, 23 Feb 2006 12:47:57 -0800 (PST)
Subject: [rt-users] Why apache server can't interepete the PerlModule in
	the configuration file?
In-Reply-To: <43FE1ED4.6040301@gmail.com>
Message-ID: <20060223204757.94645.qmail@web33811.mail.mud.yahoo.com>

I got make errors for this module. I checked in their
website. Looks like they were doing a lot of rewriting
for this module.

dbdimp.c:3235: `MYSQL_FIELD' undeclared (first use in
this function)
dbdimp.c:3235: `curField' undeclared (first use in
this function)
dbdimp.c:3238: `what' undeclared (first use in this
function)
dbdimp.c:3242: `cacheit' undeclared (first use in this
function)
dbdimp.c:3242: dereferencing pointer to incomplete
type
dbdimp.c:3243: dereferencing pointer to incomplete
type
dbdimp.c:3246: `res' undeclared (first use in this
function)
dbdimp.c:3311: `PRI_KEY_FLAG' undeclared (first use in
this function)
dbdimp.c:3311: `UNIQUE_KEY_FLAG' undeclared (first use
in this function)
dbdimp.c:3311: `MULTIPLE_KEY_FLAG' undeclared (first
use in this function)
dbdimp.c:3338: dereferencing pointer to incomplete
type
dbdimp.c: In function `mysql_st_FETCH_attrib':
dbdimp.c:3387: dereferencing pointer to incomplete
type
dbdimp.c:3389: dereferencing pointer to incomplete
type
dbdimp.c:3393: dereferencing pointer to incomplete
type
dbdimp.c:3397: dereferencing pointer to incomplete
type
dbdimp.c:3401: dereferencing pointer to incomplete
type
dbdimp.c:3407: dereferencing pointer to incomplete
type
dbdimp.c:3411: dereferencing pointer to incomplete
type
dbdimp.c:3415: dereferencing pointer to incomplete
type
dbdimp.c:3417: dereferencing pointer to incomplete
type
dbdimp.c:3419: dereferencing pointer to incomplete
type
dbdimp.c:3421: dereferencing pointer to incomplete
type
dbdimp.c:3425: dereferencing pointer to incomplete
type
dbdimp.c:3432: dereferencing pointer to incomplete
type
dbdimp.c:3434: dereferencing pointer to incomplete
type
dbdimp.c:3439: dereferencing pointer to incomplete
type
dbdimp.c:3443: dereferencing pointer to incomplete
type
dbdimp.c:3445: dereferencing pointer to incomplete
type
dbdimp.c:3447: dereferencing pointer to incomplete
type
dbdimp.c:3459: dereferencing pointer to incomplete
type
dbdimp.c: In function `mysql_bind_ph':
dbdimp.c:3538: dereferencing pointer to incomplete
type
dbdimp.c:3574: dereferencing pointer to incomplete
type
dbdimp.c: In function `mysql_db_reconnect':
dbdimp.c:3675: `MYSQL' undeclared (first use in this
function)
dbdimp.c:3675: parse error before "save_socket"
dbdimp.c:3685: dereferencing pointer to incomplete
type
dbdimp.c:3685: `CR_SERVER_GONE_ERROR' undeclared
(first use in this function)
dbdimp.c:3689: dereferencing pointer to incomplete
type
dbdimp.c:3689: dereferencing pointer to incomplete
type
dbdimp.c:3703: `save_socket' undeclared (first use in
this function)
dbdimp.c:3703: dereferencing pointer to incomplete
type
dbdimp.c:3704: dereferencing pointer to incomplete
type
dbdimp.c:3705: dereferencing pointer to incomplete
type
dbdimp.c:3705: dereferencing pointer to incomplete
type
dbdimp.c:3705: dereferencing pointer to incomplete
type
dbdimp.c:3705: dereferencing pointer to incomplete
type
dbdimp.c:3705: dereferencing pointer to incomplete
type
dbdimp.c:3705: dereferencing pointer to incomplete
type
dbdimp.c:3705: dereferencing pointer to incomplete
type
dbdimp.c:3705: dereferencing pointer to incomplete
type
dbdimp.c:3705: dereferencing pointer to incomplete
type
dbdimp.c:3705: dereferencing pointer to incomplete
type
dbdimp.c:3709: dereferencing pointer to incomplete
type
dbdimp.c:3709: dereferencing pointer to incomplete
type
dbdimp.c:3709: warning: passing arg 3 of
`mysql_dr_error' makes pointer from integer without a
cast
dbdimp.c:3710: dereferencing pointer to incomplete
type
dbdimp.c:3711: dereferencing pointer to incomplete
type
dbdimp.c:3714: dereferencing pointer to incomplete
type
dbdimp.c: In function `mysql_db_quote':
dbdimp.c:3865: dereferencing pointer to incomplete
type
dbdimp.c: In function `mysql_db_last_insert_id':
dbdimp.c:3880: dereferencing pointer to incomplete
type
make: *** [dbdimp.o] Error 1


--- Chaim Rieger <chaim.rieger at gmail.com> wrote:

> zhou jian wrote:
> >         Test::WWW::Mechanize ...found
> >         Module::Refresh 0.03...found
> > MYSQL dependencies:
> >         DBD::mysql 2.1018...MISSING
> > 
> > 
> > Thanks for all your helps. I got this problem
> fixed. I
> > guess that there are something messed with my
> machine.
> > I restarted and httpd -k start the httpd server.
> It is
> > working right now for http://localhost. So I can
> fix
> > most of the remaining missing modules. Right now,
> I
> > got  stuck only on the last module. DBD::mysql.
> > 
> > The error message is:
> > 
> .....
> 
> here is how to solve this
> 
> 
> down load the source from cpan.org
> 
> unaip it,
> 
> modify the Makefile, then run perl Makefile.pl
> 
> or just pass the mysql parameters inline when
> running perl Makefile.pl
> 
> 
> 
> 


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From m-liebman at northwestern.edu  Thu Feb 23 16:31:05 2006
From: m-liebman at northwestern.edu (Michael S. Liebman)
Date: Thu, 23 Feb 2006 16:31:05 -0500
Subject: [rt-users] Problem upgrading RTFM from 2.0.4 to 2.2.0RC1
In-Reply-To: <009b01c638b1$69cdf530$6a01090a@Basement2>
References: <009b01c638b1$69cdf530$6a01090a@Basement2>
Message-ID: <20060223213105.GA29160@SDF.LONESTAR.ORG>

On Thu, Feb 23, 2006 at 02:43:26PM -0500, Phil Smith III wrote:
> That second step fails, saying it can't locate YAML.pm.  Indeed, neither can I.

Install the YAML distribution from CPAN (http://search.cpan.org/~INGY/YAML/).

Michael
-- 
Michael S. Liebman                      m-liebman at northwestern.edu
                  http://msl521.freeshell.org/
"I have vision and the rest of the world wears bifocals."
        -Paul Newman in "Butch Cassidy & the Sundance Kid"


From jesse at bestpractical.com  Thu Feb 23 16:33:52 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 23 Feb 2006 16:33:52 -0500
Subject: [rt-users] Problem upgrading RTFM from 2.0.4 to 2.2.0RC1
In-Reply-To: <20060223213105.GA29160@SDF.LONESTAR.ORG>
References: <009b01c638b1$69cdf530$6a01090a@Basement2>
	<20060223213105.GA29160@SDF.LONESTAR.ORG>
Message-ID: <20060223213352.GD31943@bestpractical.com>




On Thu, Feb 23, 2006 at 04:31:05PM -0500, Michael S. Liebman wrote:
> On Thu, Feb 23, 2006 at 02:43:26PM -0500, Phil Smith III wrote:
> > That second step fails, saying it can't locate YAML.pm.  Indeed, neither can I.


When you typed "perl Makefile.PL" for RTFM, didn't it prompt you to
install YAML?


> 
> Install the YAML distribution from CPAN (http://search.cpan.org/~INGY/YAML/).
> 
> Michael
> -- 
> Michael S. Liebman                      m-liebman at northwestern.edu
>                   http://msl521.freeshell.org/
> "I have vision and the rest of the world wears bifocals."
>         -Paul Newman in "Butch Cassidy & the Sundance Kid"
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
> 

-- 


From lists at akphs.com  Thu Feb 23 17:02:50 2006
From: lists at akphs.com (Phil Smith III)
Date: Thu, 23 Feb 2006 17:02:50 -0500
Subject: [rt-users] Problem upgrading RTFM from 2.0.4 to 2.2.0RC1
In-Reply-To: <20060223213352.GD31943@bestpractical.com>
Message-ID: <00da01c638c4$e3a625e0$6a01090a@Basement2>

No, it did not.  But I did fight my way to getting it right.  I think the errors (and I'm to blame for most/all of them!) were:

1) The README doesn't mention YAML, so I didn't install it.
2) The 'perl Makefile.PL' either didn't tell me that YAML was missing or didn't make it clear enough.
3) 'make install' (2.2.0RC1) sorta kinda worked but not really.
4) Since the convergence of RTFM and RT in 2.2 made the Custom Fields pages look a lot more similar, it wasn't obvious to me that I was *almost* to the end of the road, and I kept going back.

Ultimately, I went back to square 1 (now that YAML was installed), went through the entire upgrade process (including the rt-setup-database steps, which I think I didn't get to before because the 'make install' failed, and then bloody *FORGOT* about when I went back and 'make install' worked).

The only problem after that was that the Mason cache had to be deleted.  I've been doing this by going to /opt/rt3/var/mason_data/ and doing a 'rm -rf obj' while httpd is stopped.  This was sort of a SWAG; the Mason folks swear up and down that this shouldn't be necessary.  But until I did that, I was still getting results that were clearly due to old, compiled versions being run.

Thanks for your forbearance and help (Jesse, Michael, Todd); I've learned a lot, and in the end, it's now working!

Cheers,

...phsiii
-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jesse Vincent
Sent: Thursday, February 23, 2006 4:34 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Problem upgrading RTFM from 2.0.4 to 2.2.0RC1

On Thu, Feb 23, 2006 at 04:31:05PM -0500, Michael S. Liebman wrote:
> On Thu, Feb 23, 2006 at 02:43:26PM -0500, Phil Smith III wrote:
> > That second step fails, saying it can't locate YAML.pm.  Indeed, neither can I.

When you typed "perl Makefile.PL" for RTFM, didn't it prompt you to install YAML?



From lvanderf at internode.com.au  Thu Feb 23 19:44:26 2006
From: lvanderf at internode.com.au (Luke Vanderfluit)
Date: Fri, 24 Feb 2006 11:14:26 +1030
Subject: [rt-users] RTx Shredder
Message-ID: <43FE56EA.6080905@internode.com.au>

Hi.

I tried installing RTx::Shredder on my RT box.
I'm running RT 3.4.5 (and mysql 4.0.18).

I did all the stuff that was in the README,
Then RTx::Shredder was installed in /usr/local/rt3/html instead of 
/usr/local/rt3/local/html or /usr/local/rt3/share/html, so I manually 
copied the 2 directories: 'Callbacks' and 'Admin' into 
/usr/local/rt3/local/html

No Joy :-(

Then I copied 'Callbacks' into /usr/local/rt3/share/html and 
'Admin/Tools/Shredder' into /usr/local/rt3/share/html/Admin/Tools

Still No Joy :-(

What am I missing here (libraries)?

Thanks.
Kind regards.

-- 
Luke



From sunzhoujian at yahoo.com  Fri Feb 24 00:11:57 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Thu, 23 Feb 2006 21:11:57 -0800 (PST)
Subject: [rt-users] You don't have permission to access /rt on this server
Message-ID: <20060224051157.42601.qmail@web33814.mail.mud.yahoo.com>

 Thank a lot. It works. I am really a newbie in this
 field. I hope that I can learn very quickly.
 
 I installed everything with root user and I got
 error
 message like below when I launched a browser. What
 type of user did you use to install RT to have the
 right access privilege?
 
 Forbidden
 
 You don't have permission to access /rt on this
 server.
 
> --- "Scott T. Hildreth" <shild at sbcglobal.net> wrote:
> 
> > On Thu, 2006-02-23 at 20:37 -0800, zhou jian
> wrote:
> > > cpan> install mod_perl2
> > > mod_perl2 is up to date (2.000002).
> > >  
> > > 
> > > It doesn't work. mod_perl2 is up to date.
> However,
> > I
> > > still get the error information:
> > > 
> > > [root at osg-tg2 bin]# ./httpd -k start
> > > Syntax error on line 426 of
> > > /usr/local/apache2_rt/conf/httpd.conf:
> > > Invalid command 'PerlModule', perhaps misspelled
> > or
> > > defined by a module not included in the server
> > > configuration
> > 
> > do you have this in the LoadModule section?
> > 
> >    LoadModule perl_module modules/mod_perl.so
> > 
> > 
> > 
> > > 
> > > Did I miss anyother configuration process?
> > > 
> > > 
> > > 
> > > --- zhou jian <sunzhoujian at yahoo.com> wrote:
> > > 
> > > > Done by skipping test. Thanks a lot and I hope
> > it
> > > > works.
> > > > 
> > > > --- "Scott T. Hildreth"
> > <shildreth at allantgroup.com>
> > > > wrote:
> > > > 
> > > > > scotth# cpan
> > > > > 
> > > > > cpan shell -- CPAN exploration and modules
> > > > > installation (v1.83)
> > > > > ReadLine support enabled
> > > > > 
> > > > > cpan> i /mod_perl2/
> > > > > CPAN: Storable loaded ok
> > > > > Going to read
> > /usr/local/perl-5.8.8/cpan/Metadata
> > > > >   Database was generated on Fri, 17 Feb 2006
> > > > > 23:16:39 GMT
> > > > > CPAN: LWP::UserAgent loaded ok
> > > > > Fetching with LWP:
> > > > >  
> > > > >
> > > >
> >
> ftp://cpan.pair.com/pub/CPAN/authors/01mailrc.txt.gz
> > > > > LWP failed with code[404] message[Can't
> chdir
> > to
> > > > > pub]
> > > > > Fetching with Net::FTP:
> > > > >  
> > > > >
> > > >
> >
> ftp://cpan.pair.com/pub/CPAN/authors/01mailrc.txt.gz
> > > > > Going to read
> > > > >
> > > >
> > >
> >
>
/usr/local/perl-5.8.8/cpan/sources/authors/01mailrc.txt.gz
> > > > > CPAN: Compress::Zlib loaded ok
> > > > > Fetching with LWP:
> > > > >  
> > > > >
> > > >
> > >
> >
>
ftp://cpan.pair.com/pub/CPAN/modules/02packages.details.txt.gz
> > > > > LWP failed with code[404] message[Can't
> chdir
> > to
> > > > > pub]
> > > > > Fetching with Net::FTP:
> > > > >  
> > > > >
> > > >
> > >
> >
>
ftp://cpan.pair.com/pub/CPAN/modules/02packages.details.txt.gz
> > > > > Going to read
> > > > >
> > > >
> > >
> >
>
/usr/local/perl-5.8.8/cpan/sources/modules/02packages.details.txt.gz
> > > > >   Database was generated on Tue, 21 Feb 2006
> > > > > 23:17:00 GMT
> > > > > 
> > > > >   There's a new CPAN.pm version (v1.86)
> > available!
> > > > >   [Current version is v1.83]
> > > > >   You might want to try
> > > > >     install Bundle::CPAN
> > > > >     reload cpan
> > > > >   without quitting the current session. It
> > should
> > > > be
> > > > > a seamless upgrade
> > > > >   while we are running...
> > > > > 
> > > > > Fetching with LWP:
> > > > >  
> > > > >
> > > >
> > >
> >
>
ftp://cpan.pair.com/pub/CPAN/modules/03modlist.data.gz
> > > > > LWP failed with code[404] message[Can't
> chdir
> > to
> > > > > pub]
> > > > > Fetching with Net::FTP:
> > > > >  
> > > > >
> > > >
> > >
> >
>
ftp://cpan.pair.com/pub/CPAN/modules/03modlist.data.gz
> > > > > Going to read
> > > > >
> > > >
> > >
> >
>
/usr/local/perl-5.8.8/cpan/sources/modules/03modlist.data.gz
> > > > > Going to write
> > /usr/local/perl-5.8.8/cpan/Metadata
> > > > > Module id = mod_perl2
> > > > >     CPAN_USERID  PGOLLUCCI (Philip M.
> Gollucci
> > > > > <pgollucci at p6m7g8.com>)
> > > > >     CPAN_VERSION 2.000002
> > > > >     CPAN_FILE   
> > > > > P/PG/PGOLLUCCI/mod_perl-2.0.2.tar.gz
> > > > >     MANPAGE      mod_perl - Embed a Perl
> > > > interpreter
> > > > > in the Apache/2.x HTTP server
> > > > >     INST_FILE   
> > > > >
> > > >
> > >
> >
>
/usr/local/perl-5.8.8/lib/site_perl/5.8.8/i386-freebsd/mod_perl2.pm
> > > > >     INST_VERSION 2.000002
> > > > > 
> > > > > 
> > > > > cpan> 
> > > > > 
> > > > > 
> > > > > ..then type in install mod_perl2, it will
> > prompt
> > > > you
> > > > > for the location of apxs.
> > > > > Mine is in /usr/local/apache2/bin, so I give
> > it
> > > > the
> > > > > full path,
> > > > > 
> > > > >    '/usr/local/apache2/bin/apxs'
> > > > > 
> > > > > You might want to do a 'which apxs' before
> you
> > > > > start, so you know where it is.
> > > > > I don't use rpms or ports(I am running on
> > FreeBSD)
> > > > > for Perl or Apache, I like 
> > > > > to compile myself.   That way everything is
> in
> > > > > /usr/local/.
> > > > > 
> > > > > 
> 
=== message truncated ===


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From chaim.rieger at gmail.com  Fri Feb 24 00:25:25 2006
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Thu, 23 Feb 2006 21:25:25 -0800
Subject: [rt-users] You don't have permission to access /rt on this server
In-Reply-To: <20060224051157.42601.qmail@web33814.mail.mud.yahoo.com>
References: <20060224051157.42601.qmail@web33814.mail.mud.yahoo.com>
Message-ID: <43FE98C5.9060505@gmail.com>

zhou jian wrote:
>  Thank a lot. It works. I am really a newbie in this
>  field. I hope that I can learn very quickly.
>  
>  I installed everything with root user and I got
>  error
>  message like below when I launched a browser. What
>  type of user did you use to install RT to have the
>  right access privilege?
>  
>  Forbidden
>  
>  You don't have permission to access /rt on this
>  server.
>  


grep user httpd.conf

who is the owner of /usr/local/rt now




From lvanderf at internode.com.au  Fri Feb 24 00:35:05 2006
From: lvanderf at internode.com.au (Luke Vanderfluit)
Date: Fri, 24 Feb 2006 16:05:05 +1030
Subject: [rt-users] RTx Shredder
In-Reply-To: <43FE56EA.6080905@internode.com.au>
References: <43FE56EA.6080905@internode.com.au>
Message-ID: <43FE9B09.3060503@internode.com.au>

Hi.

Solved this.
Kind regards.
Luke.

Luke Vanderfluit wrote:

> Hi.
>
> I tried installing RTx::Shredder on my RT box.
> I'm running RT 3.4.5 (and mysql 4.0.18).
>
> I did all the stuff that was in the README,
> Then RTx::Shredder was installed in /usr/local/rt3/html instead of 
> /usr/local/rt3/local/html or /usr/local/rt3/share/html, so I manually 
> copied the 2 directories: 'Callbacks' and 'Admin' into 
> /usr/local/rt3/local/html
>
> No Joy :-(
>
> Then I copied 'Callbacks' into /usr/local/rt3/share/html and 
> 'Admin/Tools/Shredder' into /usr/local/rt3/share/html/Admin/Tools
>
> Still No Joy :-(
>
> What am I missing here (libraries)?
>
> Thanks.
> Kind regards.
>


-- 
Luke



From sunzhoujian at yahoo.com  Fri Feb 24 00:47:30 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Thu, 23 Feb 2006 21:47:30 -0800 (PST)
Subject: [rt-users] You don't have permission to access /rt on this server
In-Reply-To: <43FE98C5.9060505@gmail.com>
Message-ID: <20060224054730.39968.qmail@web33807.mail.mud.yahoo.com>

I installed all the stuffs with root user. Actually I
installed RT in /opt/rt3 directory!

--- Chaim Rieger <chaim.rieger at gmail.com> wrote:

> zhou jian wrote:
> >  Thank a lot. It works. I am really a newbie in
> this
> >  field. I hope that I can learn very quickly.
> >  
> >  I installed everything with root user and I got
> >  error
> >  message like below when I launched a browser.
> What
> >  type of user did you use to install RT to have
> the
> >  right access privilege?
> >  
> >  Forbidden
> >  
> >  You don't have permission to access /rt on this
> >  server.
> >  
> 
> 
> grep user httpd.conf
> 
> who is the owner of /usr/local/rt now
> 
> 
> 


__________________________________________________
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From Brian.Chaffins at ELGACU.com  Fri Feb 24 09:23:55 2006
From: Brian.Chaffins at ELGACU.com (Brian L. Chaffins)
Date: Fri, 24 Feb 2006 09:23:55 -0500
Subject: [rt-users] How to default RT main page to auto refresh
Message-ID: <AD770491683A91478680BAA290CFC0112FA645@nu-elga2.elgacu.com>

Can anyone tell me where to change the default page refresh? I tryed
copying the /Elements/Refresh module to Local and tryed changing the
Option Value and the $Default => in 2 seperate attempts with no luck.
 
Thanks 
Brian L. Chaffins
ELGA Credit Union
Director of Technology
Direct: 810-600-2540
Fax: 810-600-2590

 

 
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _

This transmission may contain information that is privileged, 
confidential and/or may be exempt from disclosure under applicable 
law.  It is intended for the use of the addressee only.  If you are not 
the addressee indicated in this message (or responsible for the delivery 
of the message to such person) any disclosure, copying, distribution 
or use of the information herein (including any reliance thereon) is 
STRICTLY PROHIBITED.  Please destroy this message and notify us 
immediately if this is the case by sending a reply to this message 
and by destroying all copies of this message and any attachments. 
This message has been scanned for viruses and the footer added
by SurfControl Email Filter software (v5.0) in conjunction with virus 
detection software.  Please note that ELGA Credit Union does not 
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From zhan.xu at gmail.com  Fri Feb 24 10:28:18 2006
From: zhan.xu at gmail.com (Zhan Xu)
Date: Fri, 24 Feb 2006 10:28:18 -0500
Subject: [rt-users] how to make fetchmail and sendmail work together
Message-ID: <6a32e3e10602240728k55486985jbf2f6d2ea4d5984@mail.gmail.com>

Hi, all:

I am installing RT on my home computer. My network connection is DSL,
no static IP address and domain name and port 25 is blocked by
ISP(Yahoo DSL).

I asked a question before in the list for the feasibility. Thanks for
Bob Goldstein, I am sure in theory it can work. He suggested me to use
the smtp server of the ISP for sending mails out; For receiving mails,
I can use fetchmail + sendmail so that fetchmail get all the mails
from the pop server of the ISP and deliver them to my local instance
of sendmail.

My questions are:
1. How can I make fetchmail and sendmail work together? $fetchmail
--smtphost localhost/25?
2. The sender fields of the emails sent out through RT are something
like general at my.fake.domain, how can I change that to
myaccount at sbcglobal.yahoo.com?
3. After making fetchmail and sendmail working together, what type of
changes shall I make so that the mailgateway can distinguish those
emails and deliver them to different queues?

Thanks a lot!

Zhan Xu


From bobg at uic.edu  Fri Feb 24 10:31:44 2006
From: bobg at uic.edu (Bob Goldstein)
Date: Fri, 24 Feb 2006 09:31:44 -0600
Subject: [rt-users] How to default RT main page to auto refresh 
In-Reply-To: Your message of "Fri, 24 Feb 2006 09:23:55 EST."
	<AD770491683A91478680BAA290CFC0112FA645@nu-elga2.elgacu.com> 
Message-ID: <200602241531.k1OFVih7015333@remora.cc.uic.edu>



I just added ?HomeRefreshInterval=600 to the url
and bookmarked that.    No code change, no muss, no fuss.

What you did is change the default of the *form*,
which won't affect the browser until the form is submitted.

What you want is to produce this:
<META HTTP-EQUIV="REFRESH" CONTENT="600">

in the html being sent back, so you have to find the place
in the code where that is set, if you want to change
behavior on the first request.

   bobg


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>_______________________________________________
>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://
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>
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From colin at tti.hn  Fri Feb 24 10:45:05 2006
From: colin at tti.hn (Colin Bird)
Date: Fri, 24 Feb 2006 09:45:05 -0600
Subject: [rt-users] Having Custom Fields in Multiple Languages 
Message-ID: <43FF2A01.7070702@tti.hn>

Hi, is it possible to enter the name and description for a custom field 
in more than one language without doing something like having the field name 
"Full Name / Nombre".  Can I specify these in the .po files under /opt/rt3/lib/RT/I18N

Thanks!

Colin



From mmethe at ci.keene.nh.us  Fri Feb 24 11:38:46 2006
From: mmethe at ci.keene.nh.us (Michael Methe)
Date: Fri, 24 Feb 2006 11:38:46 -0500
Subject: [rt-users] Mailgate question?
Message-ID: <DEFF0849E7AF434FA5082F8329DF33CF0548CA6D@upsilon.servers.ci.keene.nh.us>

Maybe I missed a binch of the config so I may just need to be pointed in
the correct direction here..
 
Is it possible to email request to RT?  Will create the ticket by
itself?  If so, how do I make this happen?  Do I need to create an 'rt'
users on the linux box?  Is there a config file I alter to tell RT which
user email to watch?
 
 
Thanks in advance
 
-Mike M
 
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From filiderba at email.it  Fri Feb 24 12:50:38 2006
From: filiderba at email.it (fde)
Date: Fri, 24 Feb 2006 17:50:38 +0000
Subject: [rt-users] can't load queue
Message-ID: <1140803438.30055.4.camel@localhost>

hi, I'm new to rt and I installed it successfully but I have only one
problem. I created a user but when he login it he cant see any kind of
queue to choose.

How can I do ?
bye fde

-- 
ciao

 
 
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From chaim.rieger at gmail.com  Fri Feb 24 12:10:29 2006
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Fri, 24 Feb 2006 09:10:29 -0800
Subject: [rt-users] can't load queue
In-Reply-To: <1140803438.30055.4.camel@localhost>
References: <1140803438.30055.4.camel@localhost>
Message-ID: <43FF3E05.6000404@gmail.com>

fde wrote:
> hi, I'm new to rt and I installed it successfully but I have only one
> problem. I created a user but when he login it he cant see any kind of
> queue to choose.
> 
> How can I do ?
> bye fde
> 
go to the configuration tab,


and give that user, or all users permission to see the queue, or all queues.


From sunzhoujian at yahoo.com  Fri Feb 24 12:13:41 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Fri, 24 Feb 2006 09:13:41 -0800 (PST)
Subject: [rt-users] You don't have permission to access /rt on this server
In-Reply-To: <20060224170006.6CBCD4D83E9@diesel.bestpractical.com>
Message-ID: <20060224171341.1747.qmail@web33814.mail.mud.yahoo.com>

Hello, 

Finally I got RT installed. However, I couldn't access
the /rt because of the permission problem. The
httpd.conf was configured as below. I followed the
instruction from RT Essential. And everything was
installed under root. What's wrong with this?

--Paul


<VirtualHost 128.255.163.105>
Alias /rt "/opt/rt3/share/html"
#Alias /rt "/usr/local/rt"
                                                      
                         
                                                      
                         
ServerName 128.255.163.105
DocumentRoot /opt/rt3/share/html
AddDefaultCharset UTF-8
PerlModule Apache::DBI
PerlRequire /opt/rt3/bin/webmux.pl
                                                      
                         
                                                      
                         
<Location /opt/rt3/share/html>
  SetHandler perl-script
  PerlHandler RT::Mason
</Location>
</VirtualHost>

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From filiderba at email.it  Fri Feb 24 13:32:48 2006
From: filiderba at email.it (fde)
Date: Fri, 24 Feb 2006 18:32:48 +0000
Subject: [rt-users] can't load queue
In-Reply-To: <43FF3E05.6000404@gmail.com>
References: <1140803438.30055.4.camel@localhost><43FF3E05.6000404@gmail.com>
Message-ID: <1140805968.30055.12.camel@localhost>

Il giorno ven, 24/02/2006 alle 09.10 -0800, Chaim Rieger ha scritto:
> fde wrote:

> 
> and give that user, or all users permission to see the queue, or all queues.

in the user tab configuration I found a line that say something like:
"give the user any kind of rights", so if I check this line the user can
see the button "create a ticket" but in the menu combo box there is not
any kind of queue. If I enter as root I can see the "general" queue.
The following line come from apache error.log file:
 
[Fri Feb 24 18:25:56 2006] [error]: WebRT: Impossibile caricare la coda.
() (/usr/share/request-tracker3.4/html/Elements/Error:78)

The translation of that error is:
"not possible load the queue"


-- 
ciao

 
 
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From mmethe at ci.keene.nh.us  Fri Feb 24 13:32:22 2006
From: mmethe at ci.keene.nh.us (Michael Methe)
Date: Fri, 24 Feb 2006 13:32:22 -0500
Subject: [rt-users] Mailgate question?
Message-ID: <DEFF0849E7AF434FA5082F8329DF33CF0548CA78@upsilon.servers.ci.keene.nh.us>

making progress.
 
Is there a way to drop tickets from the database?  I want to drop the
crap testing tickets before I start to show this to people...

	-----Original Message-----
	From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Michael
Methe
	Sent: Friday, February 24, 2006 11:39 AM
	To: rt-users at lists.bestpractical.com
	Subject: [rt-users] Mailgate question?
	
	
	Maybe I missed a binch of the config so I may just need to be
pointed in the correct direction here..
	 
	Is it possible to email request to RT?  Will create the ticket
by itself?  If so, how do I make this happen?  Do I need to create an
'rt' users on the linux box?  Is there a config file I alter to tell RT
which user email to watch?
	 
	 
	Thanks in advance
	 
	-Mike M
	 

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From ESchultz at corp.untd.com  Fri Feb 24 14:25:00 2006
From: ESchultz at corp.untd.com (Schultz, Eric)
Date: Fri, 24 Feb 2006 11:25:00 -0800
Subject: [rt-users] TruncateLongAttachments in RT_Config.pm
Message-ID: <5613F89D78D2F545A40423EBA5535C300DAA746D@LAXEVS01.lax.corp.int.untd.com>

Is this really a useful option?  Does anyone turn this on?  Why would
you ever want to truncate an attachment?  It is almost never the case
that this wouldn't be harmful.  Unless you're attaching a very long text
file, anything else would be rendered useless (think Word Doc,
PowerPoint, PDF, any binary).  Even if it were just text of HTML, there
would be no notification to the user, and such truncation would be
harmful - better to not allow the attachment at all rather than allow it
incompletely.

On a related note, dropping large attachments without telling people is
also a bad idea.  I changed the code in our instance so that it tells
you as you try to update the ticket if you have exceeded the maximum
(and tells you what that max is so you know what you have to work with).
Of course, this only works for the web interface - it still ends up
being a silent drop if you try to attach something via email that is too
large.  How hard would it be to send errors via email reply to the
person attempting to update the ticket?


Eric Schultz

Wisdom comes not from age alone.  Neither does age guarantee wisdom.


From Paul.Crossman at tvguide.com  Fri Feb 24 14:57:16 2006
From: Paul.Crossman at tvguide.com (Paul Crossman)
Date: Fri, 24 Feb 2006 14:57:16 -0500
Subject: [rt-users] webrt.css customization issues
Message-ID: <4A183CFA7B97984D81F8B70E0D9B0D82064FAE@bed1mail1.tvguide.com>

I'm trying to customize the webrt.css to alter the look of our
Development RT instance to provide a visual stimulus as to which server
a user is accessing, however, I'm not having much luck in the success
department.

I'm running RT 3.4.2 on RHEL 4.0 w/ Apache & FastCGI.

I've search the list archives and check out the Wiki.  There were a
couple of things that sent me on very unsuccessful missions to get this
done.

I've copied the webrt.css to /opt/rt3/local/html/NoAuth/webrt.css and
made my changes there, restarted apache, and nothing.  The colors are
the same.

Just for a test, I even tried modifying the REAL webrt.css in
/opt/rt3/share/html/NoAuth/.

I've restarted apache, mysql, hell, I've rebooted and still nothing.

What am I missing here?

Paul C.


From AHKAPLAN at PARTNERS.ORG  Fri Feb 24 15:03:05 2006
From: AHKAPLAN at PARTNERS.ORG (Kaplan, Andrew H.)
Date: Fri, 24 Feb 2006 15:03:05 -0500
Subject: [rt-users] Problem Starting Web Interface
Message-ID: <9C63A4713C4E3342B90428CE44806A7302679588@PHSXMB5.partners.org>

Hi there - 

 

I am going through the motions of setting up RT version 3.4.4 on a Red Hat
Enterprise 3 server. The server originally had Perl 5.8.0 and MySQL 3.23. I
upgraded Perl to version 5.8.8 without removing the original perl files, and
removed older MySQL database for version 4.1.16. The installation procedure went
by without any major problems. I am at the point of setting up the web
interface. The server currently has two websites on it, and the rt website would
be added to the list. The new virtual server will have its own ip address and
hostname. 

 

I am modifying the httpd.conf file and have the following entries set up for the
rt server:

 

<VirtualHost 132.183.12.53:80>

        ServerName radoncrt.mgh.harvard.edu

        ServerAdmin ahkaplan at partners.org

        DocumentRoot /var/opt/rt3/share/html

        ErrorLog /usr/local/apache/logs/rt_error_log

        ErrorLog /usr/local/apache/logs/rt_error_log

</VirtualHost>

 

and

 

Alias /rt /opt/rt3/share/html

    <Location /rt>

        AddDefaultCharset UTF-8

        SetHandler perl-script

        PerlHandler RT::Mason

        PerlModule Apache::DBI

        PerlRequire /opt/rt3/bin/webmux.pl

    </Location>

 

Whenever I try to start the server with the above information, I get the
following error:

 

Syntax error on line 577 of /usr/local/apache_1.3.perl/conf/httpd.conf:

Can't locate Apache/DBI.pm in @INC (@INC contains:
/usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0
/usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl
/usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl
/usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0 .
/usr/local/apache/ /usr/local/apache/lib/perl) at (eval 5) line 3.

 

Line 577 corresponds to the PerlModule Apache::DBI line. I verified the
Apache::DBI module has been installed. How can I correct this? Thanks. 

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From jesse at bestpractical.com  Fri Feb 24 15:18:17 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 24 Feb 2006 15:18:17 -0500
Subject: [rt-users] Problem Starting Web Interface
In-Reply-To: <9C63A4713C4E3342B90428CE44806A7302679588@PHSXMB5.partners.org>
References: <9C63A4713C4E3342B90428CE44806A7302679588@PHSXMB5.partners.org>
Message-ID: <20060224201817.GU31943@bestpractical.com>



> Can't locate Apache/DBI.pm in @INC (@INC contains:
> /usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0
> /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl
> /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl
> /usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0 .
> /usr/local/apache/ /usr/local/apache/lib/perl) at (eval 5) line 3.
> 

Looks like your mod_perl is built against perl 5.8.0.


From sunzhoujian at yahoo.com  Fri Feb 24 16:08:06 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Fri, 24 Feb 2006 13:08:06 -0800 (PST)
Subject: [rt-users] Re: You don't have permission to access /rt on this
	server
Message-ID: <20060224210806.21542.qmail@web33810.mail.mud.yahoo.com>

I checked the log file of my httpd server.

[Fri Feb 24 14:51:20 2006] [error] [client
128.255.163.105] client denied by server
configuration: /opt/rt3/share/html/index.html
[Fri Feb 24 14:51:20 2006] [error] [client
128.255.163.105] client denied by server
configuration: /opt/rt3/share/html/index.html
[Fri Feb 24 14:51:20 2006] [error] [client
128.255.163.105] client denied by server
configuration: /opt/rt3/share/html/index.html
[Fri Feb 24 14:51:45 2006] [error] [client
128.255.163.105] client denied by server
configuration: /opt/rt3/share/html/index.html
[Fri Feb 24 14:53:54 2006] [error] [client
128.255.163.105] client denied by server
configuration: /opt/rt3/share/html/index.html
[Fri Feb 24 15:00:25 2006] [error] [client
128.255.163.105] client denied by server
configuration: /opt/rt3/share/html/index.html

However, I strictly followed the instruction of RT
Eessential. Any ideas?

--- zhou jian <sunzhoujian at yahoo.com> wrote:

> Hello, 
> 
> Finally I got RT installed. However, I couldn't
> access
> the /rt because of the permission problem. The
> httpd.conf was configured as below. I followed the
> instruction from RT Essential. And everything was
> installed under root. What's wrong with this?
> 
> --Paul
> 
> 
> <VirtualHost 128.255.163.105>
> Alias /rt "/opt/rt3/share/html"
> #Alias /rt "/usr/local/rt"
>                                                     
>  
>                          
>                                                     
>  
>                          
> ServerName 128.255.163.105
> DocumentRoot /opt/rt3/share/html
> AddDefaultCharset UTF-8
> PerlModule Apache::DBI
> PerlRequire /opt/rt3/bin/webmux.pl
>                                                     
>  
>                          
>                                                     
>  
>                          
> <Location /opt/rt3/share/html>
>   SetHandler perl-script
>   PerlHandler RT::Mason
> </Location>
> </VirtualHost>
> 
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam
> protection around 
> http://mail.yahoo.com 
> 


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From Paul.Crossman at tvguide.com  Fri Feb 24 16:20:56 2006
From: Paul.Crossman at tvguide.com (Paul Crossman)
Date: Fri, 24 Feb 2006 16:20:56 -0500
Subject: [rt-users] webrt.css customization issues
Message-ID: <4A183CFA7B97984D81F8B70E0D9B0D82064FB0@bed1mail1.tvguide.com>

Yes, I forgot to mention that I had turned on Devel mode as part of my
attempting to make this happen.  Incidentally, I'm not in devel mode
now. I've just tried flushing the mason cache and restarting apache...  

BTW:  I've tried this with devel mode enabled and disabled.

Still no go.

Are there other files I need to customize and copy to make this happen?
Index.html, etc.?

Paul C.


> -----Original Message-----
> From: Torsten Brumm [mailto:tob at brummix.de]
> Sent: Friday, February 24, 2006 3:38 PM
> To: Paul Crossman
> Subject: Re: [rt-users] webrt.css customization issues
> 
> are you in devel mode? If not, don't forget to clean the mason cache.
> 
> Torsten
> -----------------------
> Sent with ChatterEmail
> True push email for the Treo Smartphone
> http://get.chatteremail.com
> 
> 
> -----Original Message-----
> From: "Paul Crossman" <Paul.Crossman at tvguide.com>
> Date: Friday, Feb 24, 2006 8:57 pm
> Subject: [rt-users] webrt.css customization issues
> 
> I'm trying to customize the webrt.css to alter the look of our
> Development RT instance to provide a visual stimulus as to which
server a
> user is accessing, however, I'm not having much luck in the success
> department.
> 
> I'm running RT 3.4.2 on RHEL 4.0 w/ Apache & FastCGI.
> 
> I've search the list archives and check out the Wiki.  There were a
> couple of things that sent me on very unsuccessful missions to get
this
> done.
> 
> I've copied the webrt.css to /opt/rt3/local/html/NoAuth/webrt.css and
made
> my changes there, restarted apache, and nothing.  The colors are the
same.
> 
> Just for a test, I even tried modifying the REAL webrt.css in
> /opt/rt3/share/html/NoAuth/.
> 
> I've restarted apache, mysql, hell, I've rebooted and still nothing.
> 
> What am I missing here?
> 
> Paul C.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at
> http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San
> Francisco - Find out more at
> http://bestpractical.com/services/training.html
> 



From nadeem.shahbaz at prog.awpdc.com  Fri Feb 24 16:22:03 2006
From: nadeem.shahbaz at prog.awpdc.com (Nadeem Shahbaz)
Date: Sat, 25 Feb 2006 02:22:03 +0500
Subject: [rt-users] You don't have permission to access /rt on this server
In-Reply-To: <20060224171341.1747.qmail@web33814.mail.mud.yahoo.com>
References: <20060224171341.1747.qmail@web33814.mail.mud.yahoo.com>
Message-ID: <43FF78FB.5060204@prog.awpdc.com>



zhou jian wrote:
> <Location /opt/rt3/share/html>

Use
<Directory /opt/rt3/share/html>
or
<Location /rt>

Because Location directive always use when restricting objects in
webspace. And Directory directive use to restrict object in filessytem

Nadeem


From sunzhoujian at yahoo.com  Fri Feb 24 16:24:37 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Fri, 24 Feb 2006 13:24:37 -0800 (PST)
Subject: [rt-users] Re: You don't have permission to access /rt on this
	server
Message-ID: <20060224212437.87997.qmail@web33807.mail.mud.yahoo.com>

What type of user privilege should I use to install RT
in my local machine. I used root. Is this the reason
that I couldn't visit the content? If so, I can
reinstall the RT. Thanks in advance for your hints.

--- zhou jian <sunzhoujian at yahoo.com> wrote:

> I checked the log file of my httpd server.
> 
> [Fri Feb 24 14:51:20 2006] [error] [client
> 128.255.163.105] client denied by server
> configuration: /opt/rt3/share/html/index.html
> [Fri Feb 24 14:51:20 2006] [error] [client
> 128.255.163.105] client denied by server
> configuration: /opt/rt3/share/html/index.html
> [Fri Feb 24 14:51:20 2006] [error] [client
> 128.255.163.105] client denied by server
> configuration: /opt/rt3/share/html/index.html
> [Fri Feb 24 14:51:45 2006] [error] [client
> 128.255.163.105] client denied by server
> configuration: /opt/rt3/share/html/index.html
> [Fri Feb 24 14:53:54 2006] [error] [client
> 128.255.163.105] client denied by server
> configuration: /opt/rt3/share/html/index.html
> [Fri Feb 24 15:00:25 2006] [error] [client
> 128.255.163.105] client denied by server
> configuration: /opt/rt3/share/html/index.html
> 
> However, I strictly followed the instruction of RT
> Eessential. Any ideas?
> 
> --- zhou jian <sunzhoujian at yahoo.com> wrote:
> 
> > Hello, 
> > 
> > Finally I got RT installed. However, I couldn't
> > access
> > the /rt because of the permission problem. The
> > httpd.conf was configured as below. I followed the
> > instruction from RT Essential. And everything was
> > installed under root. What's wrong with this?
> > 
> > --Paul
> > 
> > 
> > <VirtualHost 128.255.163.105>
> > Alias /rt "/opt/rt3/share/html"
> > #Alias /rt "/usr/local/rt"
> >                                                   
>  
> >  
> >                          
> >                                                   
>  
> >  
> >                          
> > ServerName 128.255.163.105
> > DocumentRoot /opt/rt3/share/html
> > AddDefaultCharset UTF-8
> > PerlModule Apache::DBI
> > PerlRequire /opt/rt3/bin/webmux.pl
> >                                                   
>  
> >  
> >                          
> >                                                   
>  
> >  
> >                          
> > <Location /opt/rt3/share/html>
> >   SetHandler perl-script
> >   PerlHandler RT::Mason
> > </Location>
> > </VirtualHost>
> > 
> > __________________________________________________
> > Do You Yahoo!?
> > Tired of spam?  Yahoo! Mail has the best spam
> > protection around 
> > http://mail.yahoo.com 
> > 
> 
> 
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam
> protection around 
> http://mail.yahoo.com 
> 


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From sunzhoujian at yahoo.com  Fri Feb 24 16:26:59 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Fri, 24 Feb 2006 13:26:59 -0800 (PST)
Subject: [rt-users] You don't have permission to access /rt on this server
In-Reply-To: <43FF78FB.5060204@prog.awpdc.com>
Message-ID: <20060224212659.88833.qmail@web33807.mail.mud.yahoo.com>

 Alias /rt "/opt/rt3/share/html"
PerlModule Apache::DBI
PerlRequire /opt/rt3/bin/webmux.pl
<Directory /opt/rt3/share/html>
  AllowOverride All
  Options ExecCGI FollowSymLinks
  <IfModule mod_access.c>
        Order allow,deny
      Allow from all
  </IfModule>
</Directory>
                                                      
                         
<Location /rt>
 # RewriteEngine On
  RedirectMatch permanent (.*)/$ $1/index.html
  AddDefaultCharset UTF-8
  SetHandler perl-script
  PerlHandler RT::Mason
</Location>


I used as you suggested. However, it still doesn't
work. Is that because I installed RT with root user?

--- Nadeem Shahbaz <nadeem.shahbaz at prog.awpdc.com>
wrote:

> 
> 
> zhou jian wrote:
> > <Location /opt/rt3/share/html>
> 
> Use
> <Directory /opt/rt3/share/html>
> or
> <Location /rt>
> 
> Because Location directive always use when
> restricting objects in
> webspace. And Directory directive use to restrict
> object in filessytem
> 
> Nadeem
> 


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From sunzhoujian at yahoo.com  Fri Feb 24 16:53:05 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Fri, 24 Feb 2006 13:53:05 -0800 (PST)
Subject: [rt-users] Re: You don't have permission to access /rt on this
	server
In-Reply-To: <20060224212437.87997.qmail@web33807.mail.mud.yahoo.com>
Message-ID: <20060224215305.29025.qmail@web33805.mail.mud.yahoo.com>

I looked at the RT Essential book again. The example
they were using is http://localhost:4711/

Do i have to specify the port for RT or just use the
standard 80 port?

--- zhou jian <sunzhoujian at yahoo.com> wrote:

> What type of user privilege should I use to install
> RT
> in my local machine. I used root. Is this the reason
> that I couldn't visit the content? If so, I can
> reinstall the RT. Thanks in advance for your hints.
> 
> --- zhou jian <sunzhoujian at yahoo.com> wrote:
> 
> > I checked the log file of my httpd server.
> > 
> > [Fri Feb 24 14:51:20 2006] [error] [client
> > 128.255.163.105] client denied by server
> > configuration: /opt/rt3/share/html/index.html
> > [Fri Feb 24 14:51:20 2006] [error] [client
> > 128.255.163.105] client denied by server
> > configuration: /opt/rt3/share/html/index.html
> > [Fri Feb 24 14:51:20 2006] [error] [client
> > 128.255.163.105] client denied by server
> > configuration: /opt/rt3/share/html/index.html
> > [Fri Feb 24 14:51:45 2006] [error] [client
> > 128.255.163.105] client denied by server
> > configuration: /opt/rt3/share/html/index.html
> > [Fri Feb 24 14:53:54 2006] [error] [client
> > 128.255.163.105] client denied by server
> > configuration: /opt/rt3/share/html/index.html
> > [Fri Feb 24 15:00:25 2006] [error] [client
> > 128.255.163.105] client denied by server
> > configuration: /opt/rt3/share/html/index.html
> > 
> > However, I strictly followed the instruction of RT
> > Eessential. Any ideas?
> > 
> > --- zhou jian <sunzhoujian at yahoo.com> wrote:
> > 
> > > Hello, 
> > > 
> > > Finally I got RT installed. However, I couldn't
> > > access
> > > the /rt because of the permission problem. The
> > > httpd.conf was configured as below. I followed
> the
> > > instruction from RT Essential. And everything
> was
> > > installed under root. What's wrong with this?
> > > 
> > > --Paul
> > > 
> > > 
> > > <VirtualHost 128.255.163.105>
> > > Alias /rt "/opt/rt3/share/html"
> > > #Alias /rt "/usr/local/rt"
> > >                                                 
>  
> >  
> > >  
> > >                          
> > >                                                 
>  
> >  
> > >  
> > >                          
> > > ServerName 128.255.163.105
> > > DocumentRoot /opt/rt3/share/html
> > > AddDefaultCharset UTF-8
> > > PerlModule Apache::DBI
> > > PerlRequire /opt/rt3/bin/webmux.pl
> > >                                                 
>  
> >  
> > >  
> > >                          
> > >                                                 
>  
> >  
> > >  
> > >                          
> > > <Location /opt/rt3/share/html>
> > >   SetHandler perl-script
> > >   PerlHandler RT::Mason
> > > </Location>
> > > </VirtualHost>
> > > 
> > >
> __________________________________________________
> > > Do You Yahoo!?
> > > Tired of spam?  Yahoo! Mail has the best spam
> > > protection around 
> > > http://mail.yahoo.com 
> > > 
> > 
> > 
> > __________________________________________________
> > Do You Yahoo!?
> > Tired of spam?  Yahoo! Mail has the best spam
> > protection around 
> > http://mail.yahoo.com 
> > 
> 
> 
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam
> protection around 
> http://mail.yahoo.com 
> 


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From tob at brummix.de  Fri Feb 24 16:05:00 2006
From: tob at brummix.de (Torsten Brumm)
Date: 24 Feb 2006 22:05:00 +0100
Subject: [rt-users] webrt.css customization issues
Message-ID: <3223663516.213656@www.chatteremail.com>

hi paul,
from my point of view, during my last tests, I figured out to refresh also the browser several time hardly (strg+f5) and if this is not working, add an &a at the end uf the url you load.

Torsten
-----------------------
Sent with ChatterEmail
True push email for the Treo Smartphone
http://get.chatteremail.com


-----Original Message-----
From: "Paul Crossman" <Paul.Crossman at tvguide.com>
Date: Friday, Feb 24, 2006 10:20 pm
Subject: RE: [rt-users] webrt.css customization issues

Yes, I forgot to mention that I had turned on Devel mode as part of my
attempting to make this happen.  Incidentally, I'm not in devel mode now. I've just tried flushing the mason cache and restarting apache... BTW:  I've tried this with devel mode enabled and disabled.

Still no go.

Are there other files I need to customize and copy to make this happen? Index.html, etc.?

Paul C.


> -----Original Message-----
> From: Torsten Brumm [mailto:tob at brummix.de]
> Sent: Friday, February 24, 2006 3:38 PM
> To: Paul Crossman
> Subject: Re: [rt-users] webrt.css customization issues
>> are you in devel mode? If not, don't forget to clean the mason cache.
>> Torsten
> -----------------------
> Sent with ChatterEmail
> True push email for the Treo Smartphone
> http://get.chatteremail.com
>>> -----Original Message-----
> From: "Paul Crossman" <Paul.Crossman at tvguide.com>
> Date: Friday, Feb 24, 2006 8:57 pm
> Subject: [rt-users] webrt.css customization issues
>> I'm trying to customize the webrt.css to alter the look of our
> Development RT instance to provide a visual stimulus as to which
server a
> user is accessing, however, I'm not having much luck in the success
> department.
>> I'm running RT 3.4.2 on RHEL 4.0 w/ Apache & FastCGI.
>> I've search the list archives and check out the Wiki.  There were a
> couple of things that sent me on very unsuccessful missions to get this
> done.
>> I've copied the webrt.css to /opt/rt3/local/html/NoAuth/webrt.css and made
> my changes there, restarted apache, and nothing.  The colors are the same.
>> Just for a test, I even tried modifying the REAL webrt.css in
> /opt/rt3/share/html/NoAuth/.
>> I've restarted apache, mysql, hell, I've rebooted and still nothing.
>> What am I missing here?
>> Paul C.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>> Download a free sample chapter of RT Essentials from O'Reilly Media at
> http://rtbook.bestpractical.com
>> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and San
> Francisco - Find out more at
> http://bestpractical.com/services/training.html
>




From KFCrocker at lbl.gov  Fri Feb 24 17:03:48 2006
From: KFCrocker at lbl.gov (Ken Crocker)
Date: Fri, 24 Feb 2006 14:03:48 -0800
Subject: [rt-users] Approvals - has anyone got it working?
In-Reply-To: <43F4C37B.5000203@vitamix.com>
References: <20060216170115.93179.qmail@web25710.mail.ukl.yahoo.com>
	<43F4C37B.5000203@vitamix.com>
Message-ID: <43FF82C4.10404@lbl.gov>

Hello,

    We have been using RT for a year now and are using RT 3.4.4 in 
production and 3.4.5 in test (both using Oracle 9i with Apache and 
Perle). We want to use the Approvals concept to set up an approval first 
workflow, BUT we do not want a new ticket to be created when the TOP one 
is resolved. We want the original ticker to simply  "move on" to the new 
Queue assigned. For example; We want to have a Queue that reviews 
requests that would nornally go to several Queues. The person that owns 
the Review/Approval Queue to will get the original requests, and upon 
completing the review, move that request to the Queue where the work 
will be done or if rejected, inform the requestor of it's rejection. Is 
there a script available that would allow us to do this? Anyone?

Kenn



Jason Fenner wrote:

> I have just gotten this working today actually.
>
> brian mccabe wrote:
>
>> Hi All
>>
>> I am struggling to get the Approvals system working. I
>> have followed the instructions in Appendix 5 and the
>> ApprovalCreation wiki but it still does not work as I
>> expect it to.
>>
>> I have created a Queue called "Change Requests" and -
>> other than that - have followed the ApprovalCreation
>> wiki to the letter.
>>
>>  
>>
> Sounds good so far.
>
>> When I submit a new ticket to the Change Requests
>> queue, it spawns a separate "depended on by" approval
>> ticket as expected - however -
>>
>> * both tickets are owned by Nobody. My understanding
>> is that the approval ticket should somehow become
>> automatically owned by the person(s) who need to
>> approve/reject it. Without the owner being set, the
>> ticket does not show in the Approvals tab on the
>> approvers screen. I have set the approvers as
>> AdminCC's for the queue but this appears to have no
>> impact. How does the system identify which person(s)
>> need to approve a change and where is this set?
>>
>>  
>>
>
> As you already know, the approval system works simply be generating 
> new tickets that the TOP ticket depends upon the resolution of.  
> Therefore in the scrip that executes CreateTicket it has to be 
> specified who the generated tickets are supposed to belong to.  Somone 
> has to own the generated tickets.  Hence why your template needs to 
> have the pragma "Owner:" set.  You can set the template to create 
> tickets, one for each user of a specific group and assign them to the 
> users of the group. Look again at the two wiki pages you refereced, 
> example template code is there.
>
>> * the un-approved child ticket is visible in the
>> Change Requests queue with a status of NEW even though
>> the approval ticket has not been approved. Someone
>> could very easily work on this and only find out it
>> wasn't approved when they finally got around to
>> resolving it and was hit with the dependency
>> restriction. I thought the child ticket would be
>> 'invisible' (or at least have a UNAPPROVED status of
>> some sort) until the approval ticket was approved or
>> not?
>>  
>>
> Well, the unapproved ticket is visible to a user who has rights to see 
> it.  But it does correctly label it as un-approved.  But the ticket IS 
> new, so the status is correct.  Also, if you click on the ticket it 
> shows the staff memeber that the ticket is still depending on a 
> unresolved ticket.  The tech CAN change status to Open if allowed by 
> his rights.  But as with ANY dependent tickets, it cannot be resolved 
> until the dependency is cleared.  You can fine tune some of this by 
> adjusting security settings...for instance set it so that staff 
> memeber cannot change status on these tickets, etc.
>
>> I'm sure I must have missed something basic here but
>> have checked and double-checked against the
>> documentation and can't get it to work.
>>
>> Any help would be appreciated. RT Version 3.4.5.1
>>
>> Thanks in advance
>>
>> Brian
>>
>>
>>        
>> ___________________________________________________________ To help 
>> you stay safe and secure online, we've developed the all new Yahoo! 
>> Security Centre. http://uk.security.yahoo.com
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>
>> Download a free sample chapter of RT Essentials from O'Reilly Media 
>> at http://rtbook.bestpractical.com
>>
>> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>> San Francisco - Find out more at 
>> http://bestpractical.com/services/training.html
>>
>>  
>>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at 
> http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at 
> http://bestpractical.com/services/training.html
>


From sunzhoujian at yahoo.com  Fri Feb 24 17:40:19 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Fri, 24 Feb 2006 14:40:19 -0800 (PST)
Subject: [rt-users] Re: You don't have permission to access /rt on this
	server
Message-ID: <20060224224019.47599.qmail@web33805.mail.mud.yahoo.com>


Could you guys give me an example of workable
configuration in httpd.conf for the VirtualHost part?

I used the example from the website. It doesn't work
out.

--- zhou jian <sunzhoujian at yahoo.com> wrote:

> I checked the log file of my httpd server.
> 
> [Fri Feb 24 14:51:20 2006] [error] [client
> 128.255.163.105] client denied by server
> configuration: /opt/rt3/share/html/index.html
> [Fri Feb 24 14:51:20 2006] [error] [client
> 128.255.163.105] client denied by server
> configuration: /opt/rt3/share/html/index.html
> [Fri Feb 24 14:51:20 2006] [error] [client
> 128.255.163.105] client denied by server
> configuration: /opt/rt3/share/html/index.html
> [Fri Feb 24 14:51:45 2006] [error] [client
> 128.255.163.105] client denied by server
> configuration: /opt/rt3/share/html/index.html
> [Fri Feb 24 14:53:54 2006] [error] [client
> 128.255.163.105] client denied by server
> configuration: /opt/rt3/share/html/index.html
> [Fri Feb 24 15:00:25 2006] [error] [client
> 128.255.163.105] client denied by server
> configuration: /opt/rt3/share/html/index.html
> 
> However, I strictly followed the instruction of RT
> Eessential. Any ideas?
> 
> --- zhou jian <sunzhoujian at yahoo.com> wrote:
> 
> > Hello, 
> > 
> > Finally I got RT installed. However, I couldn't
> > access
> > the /rt because of the permission problem. The
> > httpd.conf was configured as below. I followed the
> > instruction from RT Essential. And everything was
> > installed under root. What's wrong with this?
> > 
> > --Paul
> > 
> > 
> > <VirtualHost 128.255.163.105>
> > Alias /rt "/opt/rt3/share/html"
> > #Alias /rt "/usr/local/rt"
> >                                                   
>  
> >  
> >                          
> >                                                   
>  
> >  
> >                          
> > ServerName 128.255.163.105
> > DocumentRoot /opt/rt3/share/html
> > AddDefaultCharset UTF-8
> > PerlModule Apache::DBI
> > PerlRequire /opt/rt3/bin/webmux.pl
> >                                                   
>  
> >  
> >                          
> >                                                   
>  
> >  
> >                          
> > <Location /opt/rt3/share/html>
> >   SetHandler perl-script
> >   PerlHandler RT::Mason
> > </Location>
> > </VirtualHost>
> > 
> > __________________________________________________
> > Do You Yahoo!?
> > Tired of spam?  Yahoo! Mail has the best spam
> > protection around 
> > http://mail.yahoo.com 
> > 
> 
> 
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam
> protection around 
> http://mail.yahoo.com 
> 


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From Paul.Crossman at tvguide.com  Fri Feb 24 18:14:55 2006
From: Paul.Crossman at tvguide.com (Paul Crossman)
Date: Fri, 24 Feb 2006 18:14:55 -0500
Subject: [rt-users] webrt.css customization issues
Message-ID: <4A183CFA7B97984D81F8B70E0D9B0D82064FB2@bed1mail1.tvguide.com>

That did it.  Thanks very much.  The color change even shows up on a
browser from a different machine first time now.

Thanks again.

Paul C.

> -----Original Message-----
> From: Torsten Brumm [mailto:tob at brummix.de]
> Sent: Friday, February 24, 2006 4:05 PM
> To: Paul Crossman
> Cc: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] webrt.css customization issues
> 
> hi paul,
> from my point of view, during my last tests, I figured out to refresh
also
> the browser several time hardly (strg+f5) and if this is not working,
add
> an &a at the end uf the url you load.
> 
> Torsten
> -----------------------
> Sent with ChatterEmail
> True push email for the Treo Smartphone
> http://get.chatteremail.com
> 
> 
> -----Original Message-----
> From: "Paul Crossman" <Paul.Crossman at tvguide.com>
> Date: Friday, Feb 24, 2006 10:20 pm
> Subject: RE: [rt-users] webrt.css customization issues
> 
> Yes, I forgot to mention that I had turned on Devel mode as part of my
> attempting to make this happen.  Incidentally, I'm not in devel mode
now.
> I've just tried flushing the mason cache and restarting apache... BTW:
> I've tried this with devel mode enabled and disabled.
> 
> Still no go.
> 
> Are there other files I need to customize and copy to make this
happen?
> Index.html, etc.?
> 
> Paul C.
> 
> 
> > -----Original Message-----
> > From: Torsten Brumm [mailto:tob at brummix.de]
> > Sent: Friday, February 24, 2006 3:38 PM
> > To: Paul Crossman
> > Subject: Re: [rt-users] webrt.css customization issues
> >> are you in devel mode? If not, don't forget to clean the mason
cache.
> >> Torsten
> > -----------------------
> > Sent with ChatterEmail
> > True push email for the Treo Smartphone
> > http://get.chatteremail.com
> >>> -----Original Message-----
> > From: "Paul Crossman" <Paul.Crossman at tvguide.com>
> > Date: Friday, Feb 24, 2006 8:57 pm
> > Subject: [rt-users] webrt.css customization issues
> >> I'm trying to customize the webrt.css to alter the look of our
> > Development RT instance to provide a visual stimulus as to which
> server a
> > user is accessing, however, I'm not having much luck in the success
> > department.
> >> I'm running RT 3.4.2 on RHEL 4.0 w/ Apache & FastCGI.
> >> I've search the list archives and check out the Wiki.  There were a
> > couple of things that sent me on very unsuccessful missions to get
this
> > done.
> >> I've copied the webrt.css to /opt/rt3/local/html/NoAuth/webrt.css
and
> made
> > my changes there, restarted apache, and nothing.  The colors are the
> same.
> >> Just for a test, I even tried modifying the REAL webrt.css in
> > /opt/rt3/share/html/NoAuth/.
> >> I've restarted apache, mysql, hell, I've rebooted and still
nothing.
> >> What am I missing here?
> >> Paul C.
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >> Download a free sample chapter of RT Essentials from O'Reilly Media
at
> > http://rtbook.bestpractical.com
> >> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston
and
> San
> > Francisco - Find out more at
> > http://bestpractical.com/services/training.html
> >
> 



From mikep at uclink.berkeley.edu  Fri Feb 24 19:00:14 2006
From: mikep at uclink.berkeley.edu (Mike Patterson)
Date: Fri, 24 Feb 2006 16:00:14 -0800
Subject: [rt-users] Reverse Chronological Ticket History Sorting - to assist
 with slow page loading
Message-ID: <43FF9E0E.9050906@uclink.berkeley.edu>

On some of our more lengthy tickets it takes awhile to load the ticket 
history when you open it.

Some of our users have request "reverse chronological" sorting so that 
they can read the latest correspondence first as they wait for the page 
to load.

Any ideas where I could make this customization?

Feature Request:
1) It would be great if ticket history sort-order could be set as an 
individual preference.

2) Another interesting toggle/individual option that might be nice would 
be to load only "x" transactions in the history section of an open 
ticket.  Which you could click for more if desired.

My current RT Build 3.2.2 - I'm going to put this on _real_ server 
hardware shortly, hopefully the slow page loading problem will be 
somewhat diminished.

-- 
Mike Patterson
Systems Manager
UC Berkeley Extension



From cervin at intelenet.net  Fri Feb 24 19:01:04 2006
From: cervin at intelenet.net (Chance Ervin)
Date: Fri, 24 Feb 2006 16:01:04 -0800
Subject: [rt-users] Reverse Chronological Ticket History Sorting - to
	assist with slow page loading
Message-ID: <9C104AD2CBB9CD419C8B1C11A294BB1A44AD87@webmail.intelenet.net>

In the same train of thought, I would like to see something like:

Brief ticket History (default)
Full ticket history (clickable link)

We sometimes have the same issue with very long tickets.

Chance Ervin

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mike
Patterson
Sent: Friday, February 24, 2006 4:00 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Reverse Chronological Ticket History Sorting - to
assist with slow page loading

On some of our more lengthy tickets it takes awhile to load the ticket 
history when you open it.

Some of our users have request "reverse chronological" sorting so that 
they can read the latest correspondence first as they wait for the page 
to load.

Any ideas where I could make this customization?

Feature Request:
1) It would be great if ticket history sort-order could be set as an 
individual preference.

2) Another interesting toggle/individual option that might be nice would

be to load only "x" transactions in the history section of an open 
ticket.  Which you could click for more if desired.

My current RT Build 3.2.2 - I'm going to put this on _real_ server 
hardware shortly, hopefully the slow page loading problem will be 
somewhat diminished.

-- 
Mike Patterson
Systems Manager
UC Berkeley Extension

_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O'Reilly Media at
http://rtbook.bestpractical.com

WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at
http://bestpractical.com/services/training.html


From thealbs at yahoo.co.uk  Sat Feb 25 02:52:08 2006
From: thealbs at yahoo.co.uk (brian mccabe)
Date: Sat, 25 Feb 2006 07:52:08 +0000 (GMT)
Subject: [rt-users] Approvals - has anyone got it working?
In-Reply-To: <43FF82C4.10404@lbl.gov>
Message-ID: <20060225075208.2416.qmail@web25714.mail.ukl.yahoo.com>


I have now got the Approvals system working after the
help from Jason - thanks Jason.

I do believe that the request from Ken below is the
more sensible way of approaching Approvals however. It
doesn't risk someone working on an unapproved changed
(its easy to overlook the dependency until you try to
Resolve the ticket - i.e. too late!) and is also a
much simpler ticket structure for the majority of
users to understand.

I accept that it would create problems for
multi-approver tickets as there is only a single
ticket per change but maybe a mix n match approach
would be best.

My coding isn't particularly hot but I'm more than
happy to spec out the requirement in more detail, and
to test any of this in our test system if someone
wants to try cut the code?



--- Ken Crocker <KFCrocker at lbl.gov> wrote:

> Hello,
> 
>     We have been using RT for a year now and are
> using RT 3.4.4 in 
> production and 3.4.5 in test (both using Oracle 9i
> with Apache and 
> Perle). We want to use the Approvals concept to set
> up an approval first 
> workflow, BUT we do not want a new ticket to be
> created when the TOP one 
> is resolved. We want the original ticker to simply 
> "move on" to the new 
> Queue assigned. For example; We want to have a Queue
> that reviews 
> requests that would nornally go to several Queues.
> The person that owns 
> the Review/Approval Queue to will get the original
> requests, and upon 
> completing the review, move that request to the
> Queue where the work 
> will be done or if rejected, inform the requestor of
> it's rejection. Is 
> there a script available that would allow us to do
> this? Anyone?
> 
> Kenn
> 
> 
> 
> Jason Fenner wrote:
> 
> > I have just gotten this working today actually.
> >
> > brian mccabe wrote:
> >
> >> Hi All
> >>
> >> I am struggling to get the Approvals system
> working. I
> >> have followed the instructions in Appendix 5 and
> the
> >> ApprovalCreation wiki but it still does not work
> as I
> >> expect it to.
> >>
> >> I have created a Queue called "Change Requests"
> and -
> >> other than that - have followed the
> ApprovalCreation
> >> wiki to the letter.
> >>
> >>  
> >>
> > Sounds good so far.
> >
> >> When I submit a new ticket to the Change Requests
> >> queue, it spawns a separate "depended on by"
> approval
> >> ticket as expected - however -
> >>
> >> * both tickets are owned by Nobody. My
> understanding
> >> is that the approval ticket should somehow become
> >> automatically owned by the person(s) who need to
> >> approve/reject it. Without the owner being set,
> the
> >> ticket does not show in the Approvals tab on the
> >> approvers screen. I have set the approvers as
> >> AdminCC's for the queue but this appears to have
> no
> >> impact. How does the system identify which
> person(s)
> >> need to approve a change and where is this set?
> >>
> >>  
> >>
> >
> > As you already know, the approval system works
> simply be generating 
> > new tickets that the TOP ticket depends upon the
> resolution of.  
> > Therefore in the scrip that executes CreateTicket
> it has to be 
> > specified who the generated tickets are supposed
> to belong to.  Somone 
> > has to own the generated tickets.  Hence why your
> template needs to 
> > have the pragma "Owner:" set.  You can set the
> template to create 
> > tickets, one for each user of a specific group and
> assign them to the 
> > users of the group. Look again at the two wiki
> pages you refereced, 
> > example template code is there.
> >
> >> * the un-approved child ticket is visible in the
> >> Change Requests queue with a status of NEW even
> though
> >> the approval ticket has not been approved.
> Someone
> >> could very easily work on this and only find out
> it
> >> wasn't approved when they finally got around to
> >> resolving it and was hit with the dependency
> >> restriction. I thought the child ticket would be
> >> 'invisible' (or at least have a UNAPPROVED status
> of
> >> some sort) until the approval ticket was approved
> or
> >> not?
> >>  
> >>
> > Well, the unapproved ticket is visible to a user
> who has rights to see 
> > it.  But it does correctly label it as
> un-approved.  But the ticket IS 
> > new, so the status is correct.  Also, if you click
> on the ticket it 
> > shows the staff memeber that the ticket is still
> depending on a 
> > unresolved ticket.  The tech CAN change status to
> Open if allowed by 
> > his rights.  But as with ANY dependent tickets, it
> cannot be resolved 
> > until the dependency is cleared.  You can fine
> tune some of this by 
> > adjusting security settings...for instance set it
> so that staff 
> > memeber cannot change status on these tickets,
> etc.
> >
> >> I'm sure I must have missed something basic here
> but
> >> have checked and double-checked against the
> >> documentation and can't get it to work.
> >>
> >> Any help would be appreciated. RT Version 3.4.5.1
> >>
> >> Thanks in advance
> >>
> >> Brian
> >>
> >>
> >>        
> >>
>
___________________________________________________________
> To help 
> >> you stay safe and secure online, we've developed
> the all new Yahoo! 
> >> Security Centre. http://uk.security.yahoo.com
> >> _______________________________________________
> >>
>
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >>
> >> Be sure to check out the RT Wiki at
> http://wiki.bestpractical.com
> >>
> >> Download a free sample chapter of RT Essentials
> from O'Reilly Media 
> >> at http://rtbook.bestpractical.com
> >>
> >> WE'RE COMING TO YOUR TOWN SOON - RT Training in
> Amsterdam, Boston and
> >> San Francisco - Find out more at 
> >> http://bestpractical.com/services/training.html
> >>
> >>  
> >>
> >
> >
> > _______________________________________________
> >
>
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Be sure to check out the RT Wiki at
> http://wiki.bestpractical.com
> >
> > Download a free sample chapter of RT Essentials
> from O'Reilly Media at 
> > http://rtbook.bestpractical.com
> >
> > WE'RE COMING TO YOUR TOWN SOON - RT Training in
> Amsterdam, Boston and
> > San Francisco - Find out more at 
> > http://bestpractical.com/services/training.html
> >
> 



	
	
		
___________________________________________________________ 
Yahoo! Messenger - NEW crystal clear PC to PC calling worldwide with voicemail http://uk.messenger.yahoo.com


From chrislist at de-punkt.de  Sat Feb 25 10:23:33 2006
From: chrislist at de-punkt.de (Christopher Kunz)
Date: Sat, 25 Feb 2006 16:23:33 +0100
Subject: [rt-users] RT 3.2.0 -> 3.4.5 problems
Message-ID: <44007675.1090607@de-punkt.de>

Hi,

I have upgraded RT from 3.2.0 to 3.4.5 and am running into various problems.

First, it started complaining about not being able to find the subroutine
"EscapeURI" right after login. I just commented out that function call, but that
doesn't seem quite like the right way to fix the bug.

Second, on Apache start I get the warning: "Subroutine Gateway redefined at
/usr/local/rt/lib/RT/Interface/Email_Local.pm line 67."

This seems to have something to do with the third (and most crucial) problem: No
mail is sent via the mail gateway anymore, the mail logfile gives me this error:

Feb 25 16:19:41 filoo postfix/local[9471]: 96E83400002:
to=<feedback at filoo.filoo.de>, relay=local, delay=3368, status=deferred
(temporary failure. Command output: RT server error.  The RT server which
handled your email did not behave as expected. It said:  Can't locate object
method "warnings" via package "Log::Dispatch" at
/usr/local/rt/lib/RT/EmailParser.pm line 280.  Stack:
[/usr/local/rt/lib/RT/EmailParser.pm:280]
[/usr/local/rt/lib/RT/Interface/Email_Local.pm:146]
[/usr/local/rt/share/html/REST/1.0/NoAuth/mail-gateway:58]  )

AFAICT, Log::Dispatch is up to date, "maxe fixdeps" has been run several times.

Any ideas?

--ck
-- 
http://www.de-punkt.de   [ chris at de-punkt.de ]    http://www.stormix.de
PHP-Anwendungen sind gef?hrdet! SQL-Injection, XSS, Session-Angriffe,
CSRF, Commandshells, Response Splitting,... b?hmische D?rfer? Dann gleich
"PHP-Sicherheit" direkt beim Verlag vorbestellen! http://www.php-sicherheit.de/


From sean at kspei.com  Sat Feb 25 19:38:34 2006
From: sean at kspei.com (sean)
Date: Sat, 25 Feb 2006 18:38:34 -0600
Subject: [rt-users] Attempting to move from rt2.x to rt 3.4.5,
	using rt2-to-rt3
Message-ID: <4400F88A.1080805@kspei.com>

First question I have, of course, is whether this is possible or whether 
I need to try and find an older version of rt3 to aim at.

Second question: 

My rt2-to-dumpfile works fine.  I think.  No errors anyway.

When I run dumpfile-to-rt3, I get the following error: 

uCreating user Unnamed user 1182
.Failed to create user for$VAR1 = {
          'CryptedPassword' => undef,
          'Name' => 'Unnamed user 1182'
        };

repeated umpteen billion times.

Now, clearly, its try to build a new user for each ticket.  My question 
is: why?

Is this an error with the version of rt2 I have vs the 1.23 rt2-to-rt3 
script?
Is this an error of the verison of rt3 I have vs the script?

Or is this simply a config error I made somewhere when getting ready to 
run the script?

Any help you can give me would be very appreciated.  I apologize if I've 
left something out.

Thanks!

sean


From sunzhoujian at yahoo.com  Sat Feb 25 23:34:17 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Sat, 25 Feb 2006 20:34:17 -0800 (PST)
Subject: [rt-users] Re: You don't have permission to access /rt on this
	server
Message-ID: <20060226043417.97600.qmail@web33811.mail.mud.yahoo.com>

Where do you guys put your rt directory? Do you guys
put it at the default /opt/rt3 or do you guys put it
under your httpd server /htdocs?

--- zhou jian <sunzhoujian at yahoo.com> wrote:

> 
> Could you guys give me an example of workable
> configuration in httpd.conf for the VirtualHost
> part?
> 
> I used the example from the website. It doesn't work
> out.
> 
> --- zhou jian <sunzhoujian at yahoo.com> wrote:
> 
> > I checked the log file of my httpd server.
> > 
> > [Fri Feb 24 14:51:20 2006] [error] [client
> > 128.255.163.105] client denied by server
> > configuration: /opt/rt3/share/html/index.html
> > [Fri Feb 24 14:51:20 2006] [error] [client
> > 128.255.163.105] client denied by server
> > configuration: /opt/rt3/share/html/index.html
> > [Fri Feb 24 14:51:20 2006] [error] [client
> > 128.255.163.105] client denied by server
> > configuration: /opt/rt3/share/html/index.html
> > [Fri Feb 24 14:51:45 2006] [error] [client
> > 128.255.163.105] client denied by server
> > configuration: /opt/rt3/share/html/index.html
> > [Fri Feb 24 14:53:54 2006] [error] [client
> > 128.255.163.105] client denied by server
> > configuration: /opt/rt3/share/html/index.html
> > [Fri Feb 24 15:00:25 2006] [error] [client
> > 128.255.163.105] client denied by server
> > configuration: /opt/rt3/share/html/index.html
> > 
> > However, I strictly followed the instruction of RT
> > Eessential. Any ideas?
> > 
> > --- zhou jian <sunzhoujian at yahoo.com> wrote:
> > 
> > > Hello, 
> > > 
> > > Finally I got RT installed. However, I couldn't
> > > access
> > > the /rt because of the permission problem. The
> > > httpd.conf was configured as below. I followed
> the
> > > instruction from RT Essential. And everything
> was
> > > installed under root. What's wrong with this?
> > > 
> > > --Paul
> > > 
> > > 
> > > <VirtualHost 128.255.163.105>
> > > Alias /rt "/opt/rt3/share/html"
> > > #Alias /rt "/usr/local/rt"
> > >                                                 
>  
> >  
> > >  
> > >                          
> > >                                                 
>  
> >  
> > >  
> > >                          
> > > ServerName 128.255.163.105
> > > DocumentRoot /opt/rt3/share/html
> > > AddDefaultCharset UTF-8
> > > PerlModule Apache::DBI
> > > PerlRequire /opt/rt3/bin/webmux.pl
> > >                                                 
>  
> >  
> > >  
> > >                          
> > >                                                 
>  
> >  
> > >  
> > >                          
> > > <Location /opt/rt3/share/html>
> > >   SetHandler perl-script
> > >   PerlHandler RT::Mason
> > > </Location>
> > > </VirtualHost>
> > > 
> > >
> __________________________________________________
> > > Do You Yahoo!?
> > > Tired of spam?  Yahoo! Mail has the best spam
> > > protection around 
> > > http://mail.yahoo.com 
> > > 
> > 
> > 
> > __________________________________________________
> > Do You Yahoo!?
> > Tired of spam?  Yahoo! Mail has the best spam
> > protection around 
> > http://mail.yahoo.com 
> > 
> 
> 
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam
> protection around 
> http://mail.yahoo.com 
> 


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From sunzhoujian at yahoo.com  Sun Feb 26 00:23:10 2006
From: sunzhoujian at yahoo.com (sunzhoujian)
Date: Sat, 25 Feb 2006 21:23:10 -0800 (PST)
Subject: [rt-users] First-time RT install questions.
In-Reply-To: <92da24e00510191157w457d19c9hb15c9d69295e8528@mail.gmail.com>
References: <92da24e00510181148s48b9a907u8cddf62c885020bc@mail.gmail.com>
	<43554C05.7000407@u.washington.edu>
	<92da24e00510191050v1d227caai16918edad101d64a@mail.gmail.com>
	<92da24e00510191123j3f9d8305k7094798b8a2247d8@mail.gmail.com>
	<92da24e00510191157w457d19c9hb15c9d69295e8528@mail.gmail.com>
Message-ID: <3130005.post@talk.nabble.com>


Hello, 

I got the same problem.

"You don't have permission to access /rt on this server"

Did you have your problem solved?

Thanks,
--Pau;
--
View this message in context: http://www.nabble.com/First-time-RT-install-questions.-t421406.html#a3130005
Sent from the Request Tracker - User forum at Nabble.com.
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From sunzhoujian at yahoo.com  Sun Feb 26 00:49:11 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Sat, 25 Feb 2006 21:49:11 -0800 (PST)
Subject: [rt-users] Re: You don't have permission to access /rt on this
	server
Message-ID: <20060226054911.9766.qmail@web33801.mail.mud.yahoo.com>

Here are all the errors I got from the log file. If I
removed the rt configuration part from the httpd.conf
file, everything will function as least for the httpd
server. Can someone give me a hint and let me at least
to see the web interface of RT?

[Sat Feb 25 23:05:49 2006] [error] [client
128.255.163.105] client denied by server
configuration: /opt/rt3/share/html/index.html
[Sat Feb 25 23:05:49 2006] [error] [client
128.255.163.105] client denied by server
configuration: /opt/rt3/share/html/index.html
[Sat Feb 25 23:05:54 2006] [error] [client
128.255.163.105] client denied by server
configuration: /opt/rt3/share/html
[Sat Feb 25 23:38:43 2006] [error] [client
128.255.163.105] client denied by server
configuration: /opt/rt3/share/html/
[Sat Feb 25 23:38:45 2006] [error] [client
128.255.163.105] client denied by server
configuration: /opt/rt3/share/html/
[Sat Feb 25 23:38:46 2006] [error] [client
128.255.163.105] client denied by server
configuration: /opt/rt3/share/html/
[Sat Feb 25 23:38:46 2006] [error] [client
128.255.163.105] client denied by server
configuration: /opt/rt3/share/html/
[Sat Feb 25 23:38:46 2006] [error] [client
128.255.163.105] client denied by server
configuration: /opt/rt3/share/html/


--- zhou jian <sunzhoujian at yahoo.com> wrote:

> Where do you guys put your rt directory? Do you guys
> put it at the default /opt/rt3 or do you guys put it
> under your httpd server /htdocs?
> 
> --- zhou jian <sunzhoujian at yahoo.com> wrote:
> 
> > 
> > Could you guys give me an example of workable
> > configuration in httpd.conf for the VirtualHost
> > part?
> > 
> > I used the example from the website. It doesn't
> work
> > out.
> > 
> > --- zhou jian <sunzhoujian at yahoo.com> wrote:
> > 
> > > I checked the log file of my httpd server.
> > > 
> > > [Fri Feb 24 14:51:20 2006] [error] [client
> > > 128.255.163.105] client denied by server
> > > configuration: /opt/rt3/share/html/index.html
> > > [Fri Feb 24 14:51:20 2006] [error] [client
> > > 128.255.163.105] client denied by server
> > > configuration: /opt/rt3/share/html/index.html
> > > [Fri Feb 24 14:51:20 2006] [error] [client
> > > 128.255.163.105] client denied by server
> > > configuration: /opt/rt3/share/html/index.html
> > > [Fri Feb 24 14:51:45 2006] [error] [client
> > > 128.255.163.105] client denied by server
> > > configuration: /opt/rt3/share/html/index.html
> > > [Fri Feb 24 14:53:54 2006] [error] [client
> > > 128.255.163.105] client denied by server
> > > configuration: /opt/rt3/share/html/index.html
> > > [Fri Feb 24 15:00:25 2006] [error] [client
> > > 128.255.163.105] client denied by server
> > > configuration: /opt/rt3/share/html/index.html
> > > 
> > > However, I strictly followed the instruction of
> RT
> > > Eessential. Any ideas?
> > > 
> > > --- zhou jian <sunzhoujian at yahoo.com> wrote:
> > > 
> > > > Hello, 
> > > > 
> > > > Finally I got RT installed. However, I
> couldn't
> > > > access
> > > > the /rt because of the permission problem. The
> > > > httpd.conf was configured as below. I followed
> > the
> > > > instruction from RT Essential. And everything
> > was
> > > > installed under root. What's wrong with this?
> > > > 
> > > > --Paul
> > > > 
> > > > 
> > > > <VirtualHost 128.255.163.105>
> > > > Alias /rt "/opt/rt3/share/html"
> > > > #Alias /rt "/usr/local/rt"
> > > >                                               
>  
> >  
> > >  
> > > >  
> > > >                          
> > > >                                               
>  
> >  
> > >  
> > > >  
> > > >                          
> > > > ServerName 128.255.163.105
> > > > DocumentRoot /opt/rt3/share/html
> > > > AddDefaultCharset UTF-8
> > > > PerlModule Apache::DBI
> > > > PerlRequire /opt/rt3/bin/webmux.pl
> > > >                                               
>  
> >  
> > >  
> > > >  
> > > >                          
> > > >                                               
>  
> >  
> > >  
> > > >  
> > > >                          
> > > > <Location /opt/rt3/share/html>
> > > >   SetHandler perl-script
> > > >   PerlHandler RT::Mason
> > > > </Location>
> > > > </VirtualHost>
> > > > 
> > > >
> > __________________________________________________
> > > > Do You Yahoo!?
> > > > Tired of spam?  Yahoo! Mail has the best spam
> > > > protection around 
> > > > http://mail.yahoo.com 
> > > > 
> > > 
> > > 
> > >
> __________________________________________________
> > > Do You Yahoo!?
> > > Tired of spam?  Yahoo! Mail has the best spam
> > > protection around 
> > > http://mail.yahoo.com 
> > > 
> > 
> > 
> > __________________________________________________
> > Do You Yahoo!?
> > Tired of spam?  Yahoo! Mail has the best spam
> > protection around 
> > http://mail.yahoo.com 
> > 
> 
> 
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam
> protection around 
> http://mail.yahoo.com 
> 


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From les at futuresource.com  Sun Feb 26 01:52:26 2006
From: les at futuresource.com (Les Mikesell)
Date: Sun, 26 Feb 2006 00:52:26 -0600
Subject: [rt-users] Re: You don't have permission to access /rt on this
	server
In-Reply-To: <20060226054911.9766.qmail@web33801.mail.mud.yahoo.com>
References: <20060226054911.9766.qmail@web33801.mail.mud.yahoo.com>
Message-ID: <1140936746.9657.14.camel@les-home.futuresource.com>

On Sat, 2006-02-25 at 23:49, zhou jian wrote:
> Here are all the errors I got from the log file. If I
> removed the rt configuration part from the httpd.conf
> file, everything will function as least for the httpd
> server. Can someone give me a hint and let me at least
> to see the web interface of RT?
> 
> [Sat Feb 25 23:05:49 2006] [error] [client
> 128.255.163.105] client denied by server
> configuration: /opt/rt3/share/html/index.html

This error doesn't relate to anything you've posted
so far.  Do you have a .htaccess file with a
'Limit' statement or 'Deny from all'?
Or is it prompting for a login which isn't being
entered successfully? 

-- 
  Les Mikesell
   les at futuresource.com




From dshannon at techfluent.com  Sun Feb 26 09:21:09 2006
From: dshannon at techfluent.com (Duncan Shannon)
Date: Sun, 26 Feb 2006 08:21:09 -0600
Subject: [rt-users] Re: You don't have permission to access /rt on
	thisserver
Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB4516E87B@TF-FS2.internal.techfluent.com>

> [Sat Feb 25 23:05:49 2006] [error] [client
> 128.255.163.105] client denied by server
> configuration: /opt/rt3/share/html/index.html
> [Sat Feb 25 23:05:49 2006] [error] [client
> 128.255.163.105] client denied by server
> configuration: /opt/rt3/share/html/index.html


Hint: Work on chasing that error down.  Read it carefully... that is
your apache log file, its telling you that you cant see that page
because of the way apache is configured.  

Focus on your apache config.

something to do with they way you allow or deny access to parts on the
site...

hint 2:  this list generally likes to help, esp. when its clear that the
requestor done some good troubleshooting, reading the archives, wiki etc
and they still cant get past their problem.  

duncan




From lvanderf at internode.com.au  Sun Feb 26 16:56:46 2006
From: lvanderf at internode.com.au (Luke Vanderfluit)
Date: Mon, 27 Feb 2006 08:26:46 +1030
Subject: [rt-users] RTx Shredder
In-Reply-To: <589c94400602240431l8d31a3ama56199ebac3d65f4@mail.gmail.com>
References: <43FE56EA.6080905@internode.com.au>	
	<43FE9B09.3060503@internode.com.au>
	<589c94400602240431l8d31a3ama56199ebac3d65f4@mail.gmail.com>
Message-ID: <4402241E.8020604@internode.com.au>

Hi Ruslan.

Ruslan Zakirov wrote:

>Luke, did you use RTHOME or PREFIX environment variable to define RT path?
>  
>
RTHOME certainly placed the files in the correct directories, but I 
found out I had been using a separate RT installation that was on a 
different path.
I have 2 installations of RT on this box. One is installed by Blastwave, 
put in /opt/csw/rt3.
Unfortunately I had forgotten to change the settings in my httpd.conf 
before I posted to the group.
My apologies for the inconvenience.

Kind regards.
Luke.



>On 2/24/06, Luke Vanderfluit <lvanderf at internode.com.au> wrote:
>  
>
>>Hi.
>>
>>Solved this.
>>Kind regards.
>>Luke.
>>
>>Luke Vanderfluit wrote:
>>
>>    
>>
>>>Hi.
>>>
>>>I tried installing RTx::Shredder on my RT box.
>>>I'm running RT 3.4.5 (and mysql 4.0.18).
>>>
>>>I did all the stuff that was in the README,
>>>Then RTx::Shredder was installed in /usr/local/rt3/html instead of
>>>/usr/local/rt3/local/html or /usr/local/rt3/share/html, so I manually
>>>copied the 2 directories: 'Callbacks' and 'Admin' into
>>>/usr/local/rt3/local/html
>>>
>>>No Joy :-(
>>>
>>>Then I copied 'Callbacks' into /usr/local/rt3/share/html and
>>>'Admin/Tools/Shredder' into /usr/local/rt3/share/html/Admin/Tools
>>>
>>>Still No Joy :-(
>>>
>>>What am I missing here (libraries)?
>>>
>>>Thanks.
>>>Kind regards.
>>>
>>>      
>>>
>>--
>>Luke
>>
>>_______________________________________________
>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>
>>Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>>
>>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>>San Francisco - Find out more at http://bestpractical.com/services/training.html
>>
>>    
>>
>
>
>--
>Best regards, Ruslan.
>
>  
>


-- 
Luke

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From sunzhoujian at yahoo.com  Sun Feb 26 19:01:20 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Sun, 26 Feb 2006 16:01:20 -0800 (PST)
Subject: [rt-users] Re: You don't have permission to access /rt on this
	server
In-Reply-To: <1140936746.9657.14.camel@les-home.futuresource.com>
Message-ID: <20060227000121.76525.qmail@web33804.mail.mud.yahoo.com>

If I understand you correctly, I encountered this
problem when I tried to start the
httpd://myipaddress/rt. It hadn't gone to the login
stage so far.
In my httpd.conf file, I used 
"Allow from all".

It is my first time heard .htaccess. Where can I find
this file?


--- Les Mikesell <les at futuresource.com> wrote:

> On Sat, 2006-02-25 at 23:49, zhou jian wrote:
> > Here are all the errors I got from the log file.
> If I
> > removed the rt configuration part from the
> httpd.conf
> > file, everything will function as least for the
> httpd
> > server. Can someone give me a hint and let me at
> least
> > to see the web interface of RT?
> > 
> > [Sat Feb 25 23:05:49 2006] [error] [client
> > 128.255.163.105] client denied by server
> > configuration: /opt/rt3/share/html/index.html
> 
> This error doesn't relate to anything you've posted
> so far.  Do you have a .htaccess file with a
> 'Limit' statement or 'Deny from all'?
> Or is it prompting for a login which isn't being
> entered successfully? 
> 
> -- 
>   Les Mikesell
>    les at futuresource.com
> 
> 
> 


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From sunzhoujian at yahoo.com  Sun Feb 26 19:07:57 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Sun, 26 Feb 2006 16:07:57 -0800 (PST)
Subject: [rt-users] Re: You don't have permission to access /rt on
	thisserver
In-Reply-To: <2B7B7880538AA440B5FBCE7A56E8CB4516E87B@TF-FS2.internal.techfluent.com>
Message-ID: <20060227000757.2612.qmail@web33807.mail.mud.yahoo.com>

Thanks for your hints. This error really troubled me
for days. I have googled the internet and read the
related file serveral time and tried to find the clue.
It is not easy to identify.  As a newbie in this
field, I may not give a clear description at the very
start. I just hope that other people had the similar
experience and can give me a hint about their
solutions. In the httpd.conf file, I just added a
Virtual host to host RT installation. And the
confiuration file was copied from there.

<VirtualHost osg-tg2.its.uiowa.edu>
Alias /rt "/opt/rt3/share/html"
#Alias /rt "/usr/local/rt"
                                                      
                               
                                                      
                               
ServerName osg-tg2.its.uiowa.edu
DocumentRoot /opt/rt3/share/html
AddDefaultCharset UTF-8
PerlModule Apache::DBI
PerlRequire /opt/rt3/bin/webmux.pl
#Alias /rt "/opt/rt3/share/html"
PerlModule Apache::DBI
PerlRequire /opt/rt3/bin/webmux.pl
<Directory /opt/rt3/share/html>
  AllowOverride All
  Options ExecCGI FollowSymLinks
  <IfModule mod_access.c>
       Order allow,deny
      Allow from all
  </IfModule>
</Directory>
                                                      
                               
<Location />
  #RewriteEngine On
  #RedirectMatch permanent (.*)/$ $1/index.html
  #AddDefaultCharset UTF-8
  SetHandler perl-script
  PerlHandler RT::Mason
</Location>


--- Duncan Shannon <dshannon at techfluent.com> wrote:

> > [Sat Feb 25 23:05:49 2006] [error] [client
> > 128.255.163.105] client denied by server
> > configuration: /opt/rt3/share/html/index.html
> > [Sat Feb 25 23:05:49 2006] [error] [client
> > 128.255.163.105] client denied by server
> > configuration: /opt/rt3/share/html/index.html
> 
> 
> Hint: Work on chasing that error down.  Read it
> carefully... that is
> your apache log file, its telling you that you cant
> see that page
> because of the way apache is configured.  
> 
> Focus on your apache config.
> 
> something to do with they way you allow or deny
> access to parts on the
> site...
> 
> hint 2:  this list generally likes to help, esp.
> when its clear that the
> requestor done some good troubleshooting, reading
> the archives, wiki etc
> and they still cant get past their problem.  
> 
> duncan
> 
> 
> 


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From lvanderf at internode.com.au  Sun Feb 26 20:01:13 2006
From: lvanderf at internode.com.au (Luke Vanderfluit)
Date: Mon, 27 Feb 2006 11:31:13 +1030
Subject: [rt-users] purging database of deleted users - shredder
Message-ID: <44024F59.7070606@internode.com.au>

Hi.

In an ongoing effort in our organisation to improve the performance of 
RT, we are currently at the stage where we wish to start removing 
tickets from the database.

I have a couple of questions about this.
1. Would purging tickets that have status deleted impact on overall RT 
speed?
(my understanding is that tickets with status 'deleted' aren't included 
in searching, so purging them may not make a difference in performance, 
obviously there'd be a difference in db size)
2. Can anyone point me to scripts that do database purging of any kind? 
(I'm sure there are many, searching the wiki doesn't give me many 
results in terms of actual scripting)
I'm about to start writing a script, so if there's any code out there I 
may be able to reuse it.

3. I've installed Shredder and although it's a great concept, it takes 
ages for search results to appear, not to mention the time it takes to 
'wipe out'.
I did a search on attachments above 1 Mbyte. That took a long time, too 
long to tie up the production machine.
Then I did a search for all tickets with 'deleted' status, there are 
87000 in our database. It took a long time to find all those tickets, 
but when I went to 'wipe out', the URL was too long to process the request.
In short, shredder is too slow to use as it would tie up the production 
machine and bring performance to a crawl.

Thanks.

Kind regards.
Luke



-- 
Luke



From sunzhoujian at yahoo.com  Sun Feb 26 20:41:22 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Sun, 26 Feb 2006 17:41:22 -0800 (PST)
Subject: [rt-users] mysql issue
Message-ID: <20060227014122.50303.qmail@web33802.mail.mud.yahoo.com>

Hello, everyone,

I have to ask question again. I just want to install a
very simple RT to play with. So I did minimial change
to the RT_SiteConfig.pm. I didn't change the password
for rt database. However, I still encountered the
problems here. I checked the error.log file. 

Do you have any hints to solve this issue?




[Sun Feb 26 19:31:28 2006] [notice] Apache/2.2.0
(Unix) mod_ssl/2.2.0 OpenSSL/0.9.7a mod_perl/2.0.2
Perl/v5.8.8 configured -- resuming normal operations
DBI connect('dbname=rt3;host=localhost','rt_user',...)
failed: Access denied for user 'rt_user'@'localhost'
(using password: YES) at
/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm
line 108
[Sun Feb 26 19:31:33 2006] [error] [client
128.255.163.105] Connect Failed Access denied for user
'rt_user'@'localhost' (using password: YES)\n at
/opt/rt3/lib/RT.pm line 176\n
DBI connect('dbname=rt3;host=localhost','rt_user',...)
failed: Access denied for user 'rt_user'@'localhost'
(using password: YES) at
/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm
line 108
[Sun Feb 26 19:31:35 2006] [error] [client
128.255.163.105] Connect Failed Access denied for user
'rt_user'@'localhost' (using password: YES)\n at
/opt/rt3/lib/RT.pm line 176\n

__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From sunzhoujian at yahoo.com  Sun Feb 26 21:13:50 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Sun, 26 Feb 2006 18:13:50 -0800 (PST)
Subject: [rt-users] Re: mysql issue
Message-ID: <20060227021350.36167.qmail@web33811.mail.mud.yahoo.com>

///////////////////////////////////////////////////
#  Modification time never checked.

#  File has not been updated.
 
regression: regression-install dirs files-install
libs-install sbin-install bin-install
regression-instruct regression-reset-db testify-pods
fixperms apachectl run-regression
#  Implicit rule search has not been done.
#  Modification time never checked.
#  File has not been updated.
 
# 107 files in 1007 hash buckets.
# average 0.106 files per bucket, max 2 files in one
bucket.
 
# VPATH Search Paths
 
# No `vpath' search paths.
 
# No general (`VPATH' variable) search path.
 
# Finished Make data base on Sun Feb 26 20:04:33 2006
 
/////////////////////////////////////////////////



I tried to drop off the rt3 database. And recreated it
again, however, I tried to use mysql -u rt_user -h
localhost -p to connect to that, but failed. I used
"rt_pass" as password. Actually, I didn't change
anything for the configuration files. Any ideas?



//////////////////////////////////////////////////////
[root at osg-tg2 rt-3.4.5]# mysql -u rt_user -h localhost
-p
Enter password:
ERROR 1045 (28000): Access denied for user
'rt_user'@'localhost' (using password: YES)
[root at osg-tg2 rt-3.4.5]# mysql -u rt_user -h localhost
-p
/////////////////////////////////////////////////////

--- zhou jian <sunzhoujian at yahoo.com> wrote:

> Hello, everyone,
> 
> I have to ask question again. I just want to install
> a
> very simple RT to play with. So I did minimial
> change
> to the RT_SiteConfig.pm. I didn't change the
> password
> for rt database. However, I still encountered the
> problems here. I checked the error.log file. 
> 
> Do you have any hints to solve this issue?
> 
> 
> 
> 
> [Sun Feb 26 19:31:28 2006] [notice] Apache/2.2.0
> (Unix) mod_ssl/2.2.0 OpenSSL/0.9.7a mod_perl/2.0.2
> Perl/v5.8.8 configured -- resuming normal operations
> DBI
> connect('dbname=rt3;host=localhost','rt_user',...)
> failed: Access denied for user 'rt_user'@'localhost'
> (using password: YES) at
>
/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm
> line 108
> [Sun Feb 26 19:31:33 2006] [error] [client
> 128.255.163.105] Connect Failed Access denied for
> user
> 'rt_user'@'localhost' (using password: YES)\n at
> /opt/rt3/lib/RT.pm line 176\n
> DBI
> connect('dbname=rt3;host=localhost','rt_user',...)
> failed: Access denied for user 'rt_user'@'localhost'
> (using password: YES) at
>
/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm
> line 108
> [Sun Feb 26 19:31:35 2006] [error] [client
> 128.255.163.105] Connect Failed Access denied for
> user
> 'rt_user'@'localhost' (using password: YES)\n at
> /opt/rt3/lib/RT.pm line 176\n
> 
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam
> protection around 
> http://mail.yahoo.com 
> 


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From les at futuresource.com  Sun Feb 26 21:54:06 2006
From: les at futuresource.com (Les Mikesell)
Date: Sun, 26 Feb 2006 20:54:06 -0600
Subject: [rt-users] Re: You don't have permission to access /rt on this
	server
In-Reply-To: <20060227000121.76525.qmail@web33804.mail.mud.yahoo.com>
References: <20060227000121.76525.qmail@web33804.mail.mud.yahoo.com>
Message-ID: <1141008846.23575.9.camel@les-home.futuresource.com>

On Sun, 2006-02-26 at 18:01, zhou jian wrote:
> If I understand you correctly, I encountered this
> problem when I tried to start the
> httpd://myipaddress/rt. It hadn't gone to the login
> stage so far.

Note that when using named virtualhosts, the hostname
you use in the browser must match exactly what you
specify in ServerName or ServerAlias entries for that
vhost.  Using the IP address won't get the virtual
site unless it is the default.

> In my httpd.conf file, I used 
> "Allow from all".
> 
> It is my first time heard .htaccess. Where can I find
> this file?

If you Allowoverride on any options, apache will search
for a file named .htaccess in all directories where it
is allowed from the documentroot down to the location
of the files.  The .htaccess file can contain additional
configuration settings like authentication requirements.

Somewhere you have a configuration setting that does
not permit your browser to access the server.  It don't
have much to do with any of the rt-specific settings.

-- 
  Les Mikesell
   les at futuresource.com




From chw at scs.co.uk  Mon Feb 27 05:11:32 2006
From: chw at scs.co.uk (Charles Whittington)
Date: Mon, 27 Feb 2006 10:11:32 +0000
Subject: [rt-users] Installation Trouble
Message-ID: <4402D054.8040503@scs.co.uk>

I am new to RT as sysadmin (though have used it elsewhere).

At make initialize-database, I get

ntech1:/tmp/rt-3.4.5 # make initialize-database
/usr/local/bin/perl //opt/rt3/sbin/rt-setup-database --action init --dba 
root --prompt-for-dba-password
"my" variable $id masks earlier declaration in same scope at 
/opt/rt3/lib/RT/CustomField_Overlay.pm line 879.
"my" variable $id masks earlier declaration in same scope at 
/opt/rt3/lib/RT/CustomField_Overlay.pm line 914.
In order to create or update your RT database,this script needs to 
connect to your mysql instance on localhost as root.
Please specify that user's database password below. If the user has no 
database
password, just press return.
Password: xxxxxxx
install_driver(mysql) failed: Can't locate DBD/mysql.pm in @INC (@INC 
contains: /opt/rt3/lib /usr/local/lib/perl5/5.8.8/i686-linux 
/usr/local/lib/perl5/5.8.8 
/usr/local/lib/perl5/site_perl/5.8.8/i686-linux 
/usr/local/lib/perl5/site_perl/5.8.8 /usr/local/lib/perl5/site_perl .) 
at (eval 188) line 3, <STDIN> line 1.
Perhaps the DBD::mysql perl module hasn't been fully installed,
or perhaps the capitalisation of 'mysql' isn't right.
Available drivers: DBM, ExampleP, File, Proxy, SQLite, Sponge.
 at //opt/rt3/sbin/rt-setup-database line 101
make: *** [initialize-database] Error 2
ntech1:/tmp/rt-3.4.5 #

Looking for mysql.pm gives:
ntech1:/tmp/rt-3.4.5 # find / -name mysql.pm
/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle/mysql.pm
/usr/local/lib/perl5/site_perl/5.8.8/DBIx/DBSchema/DBD/mysql.pm
find: /proc/2041/fd: No such file or directory
/root/.cpan/build/DBD-mysql-3.0002/lib/DBD/mysql.pm
/root/.cpan/build/DBD-mysql-3.0002/lib/Bundle/DBD/mysql.pm
/root/.cpan/build/DBD-mysql-3.0002/blib/lib/DBD/mysql.pm
/root/.cpan/build/DBD-mysql-3.0002/blib/lib/Bundle/DBD/mysql.pm


Can anyone tell me what has gone wrong here? Which DBD/mysql.pm is 
required and where to set INC so it can be found?

TIA

Charles Whittington
SuSE Linux 8.2 which latest Perl installed, mysql 4.0, apache



From honza at rezab.org  Mon Feb 27 06:53:36 2006
From: honza at rezab.org (Honza Rezab)
Date: Mon, 27 Feb 2006 12:53:36 +0100
Subject: [rt-users] rt 3.4.5 - apache
Message-ID: <4402E840.2040200@rezab.org>

Hello all.
I have problem with rt-3.4.5.

I have installed all perl modules. Bat if I want view rt in
web browser i see only "Internal Server Error".

And in apache logs I see:

Can't locate object method "content_type" via package
"Apache2::RequestRec" at /opt/rt3/bin/webmux.pl line 108.

Can you help me?


-- 
Jan Rezab
------------------------------
E-mail:        honza at rezab.org
WWW:      http://www.rezab.org
ICQ:               153 407 507
Yahoo IM:          honza.rezab
AIM:                honzarezab
------------------------------

Dobra nalada nevyresi vsechny tvoje problemy,
ale nasere tolik lidi, ze stoji za to si ji pestovat.



From maxime.levasseur at b3g-telecom.com  Mon Feb 27 06:37:26 2006
From: maxime.levasseur at b3g-telecom.com (Maxime Levasseur)
Date: Mon, 27 Feb 2006 12:37:26 +0100
Subject: [rt-users] Scrip question : Global symbol requires explicit package
	name
Message-ID: <4402E476.6010803@b3g-telecom.com>

Hi all,

I'm not a scrip master and i don't understand how to solve my problem.

I got several queues and a want the scrip to apply to all queues EXCEPT 
in one ( ie queue 'Alpha' ) .. .. so my scrip has been created in the 
global configuration / scrip menu, and i wrote the following custom 
condition :

if( $self->TransactionObj->Type eq 'Create' &&
     $Ticket->QueueObj->Name ne 'Alpha' ) {
	return 1;
} else {
	return 0;
}


When a ticket is created, the scrip doesnt apply and i can see in my logs :

' .. Scrip 17 IsApplicable failed: Global symbol "$Ticket" requires 
explicit package name at (eval 637) line 2. 
(/usr/local/rt3/lib/RT/Condition/UserDefined.pm:67) '


Is it a perl issue  ( 5.8.6 is used ) or just a syntax problem ?

Thanks for your help & feedback.

Max.




From lists at akphs.com  Mon Feb 27 07:07:22 2006
From: lists at akphs.com (Phil Smith III)
Date: Mon, 27 Feb 2006 07:07:22 -0500
Subject: [rt-users] RTFM rights?
Message-ID: <20060227121518.6AB734D80F5@diesel.bestpractical.com>

I've installed RTFM and it works fine -- for privileged users.  For unprivileged users, I can't see it at all.  I've enabled all the rights I can think of that make any sense (all the RTFM rights except the Adminxxx and Show/Modify ACL, same for the Class and the Custom Field I'm using) and still no sign of RTFM for unprivileged users.  What am I missing?

...phsiii



From hwagener at hamburg.fcb.com  Mon Feb 27 07:36:00 2006
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Mon, 27 Feb 2006 13:36:00 +0100
Subject: [rt-users] sample configuration for apache2 and fcgid
Message-ID: <60967F2D-4D5F-49A3-9AA4-7F7FFC258A78@hamburg.fcb.com>

Hello,
the following sample configuration seems to work for my setup on  
debian with apache 2.0.55, rt 3.4.4 and libapache2-mod-fcgid 1.07.

Please check for insanity.

Regards,
     Harald

NameVirtualHost *
<VirtualHost *>
         ServerAdmin webmaster at localhost
         DocumentRoot "/usr/share/request-tracker3.4/html"
         <Directory /usr/share/request-tracker3.4/html>
                 Options Indexes FollowSymLinks MultiViews
                 AllowOverride None
                 Order allow,deny
                 allow from all
         </Directory>

         <Directory "/usr/share/request-tracker3.4/libexec">
            Options +ExecCGI
            SetHandler fcgid-script
         </Directory>

         RewriteEngine On
         RewriteRule /(.*)$ "/usr/share/request-tracker3.4/libexec/ 
mason_handler.fcgi/$1"
         Alias /NoAuth "/usr/share/request-tracker3.4/html/NoAuth"

         ErrorLog /var/log/apache2/error.log
         # Possible values include: debug, info, notice, warn, error,  
crit,
         # alert, emerg.
         LogLevel debug

         CustomLog /var/log/apache2/access.log combined
         ServerSignature On
</VirtualHost>


-- 
Harald Wagener
Technischer Leiter

Foote Cone & Belding
FCB Wilkens
An der Alster 42
20099 Hamburg
Germany

T: +49 (0)40 2881 1252
F: +49 (0)40 2881 1217
hwagener at hamburg.fcb.com
http://www.footeconebelding.de


From brendanarnold at gmail.com  Mon Feb 27 09:45:57 2006
From: brendanarnold at gmail.com (Brendan Arnold)
Date: Mon, 27 Feb 2006 14:45:57 +0000
Subject: [rt-users] Comments causing 'Page cannot be displayed' error in IE6
Message-ID: <5ed41c130602270645u6b338ebfp45e8fdf06d10b5bc@mail.gmail.com>

Hi there,

Updating a ticket with a comment intermittently causes a 'Page cannot
be displayed' error in Internet Explorer. This causes the updated info
to be lost.

There is no error logged in the Apache log. Similar errors not yet
encountered in Firefox and Opera.

Any ideas?

Apache 1.3 + FastCGI
RT 3.4.2
Perl 5.6.1

Regards,

Brendan Arnold


From phanoko at yahoo.com  Mon Feb 27 10:50:37 2006
From: phanoko at yahoo.com (Phanoko)
Date: Mon, 27 Feb 2006 07:50:37 -0800 (PST)
Subject: [rt-users] RTFM Extract Article Not working
In-Reply-To: <A357A85EA32E254FB924FBE4FBF10B6812356A@tng-mail02.tngus.com>
Message-ID: <20060227155037.13713.qmail@web53910.mail.yahoo.com>

When I go through the process of Extract Article.. I
select "Extract Article" then "BOBS FAQ"; the first
part of the ticket I select the drop down and pick
"Wiki".  I hit "Create" but I'm pushed to a new
creation of RTFM doc but without the ticket info I had
selected inside the Wiki field.  

I'm running RT 3.4.4, RTFM-2.2.0RC1 On Red Hat EL4

__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From graham.dunn at leitch.com  Mon Feb 27 11:27:20 2006
From: graham.dunn at leitch.com (Graham Dunn)
Date: Mon, 27 Feb 2006 11:27:20 -0500
Subject: [rt-users] configure arguments from previous install
Message-ID: <dtv999$uah$1@sea.gmane.org>

This wouldn't happen to be recorded anywhere, would it (similiar to the
[gtk|cups|krb5]-config scripts)?

Thanks,
Graham



From tmaciak at ci.grand-rapids.mi.us  Mon Feb 27 11:18:17 2006
From: tmaciak at ci.grand-rapids.mi.us (tmaciak at ci.grand-rapids.mi.us)
Date: Mon, 27 Feb 2006 11:18:17 -0500
Subject: [rt-users] warning: unix dgram connect: Permission denied
Message-ID: <"H0000c1a01161312.1141057096.frozone1.grand-rapids.mi.us*"@MHS>

Does anybody know what this is in reference to?

[Mon Feb 27 10:33:11 2006] [warning]: unix dgram connect: Permission denied at /usr/lib/perl5/site_perl/5.8.5/Log/Dispatch/Syslog.pm line 77
 (/opt/rt3/local/lib/RT_Local.pm:104)

I did not see anything like this mentioned in the Wiki so if you have
Any information that might be useful I would appreciate hearing it.

Thanks,

T.J. Maciak
 
Internet/Intranet Developer
Department of IT
City of Grand Rapids
P: (616)456-3713
F: (616)456-3448



From sturner at MIT.EDU  Mon Feb 27 11:58:09 2006
From: sturner at MIT.EDU (Stephen Turner)
Date: Mon, 27 Feb 2006 11:58:09 -0500
Subject: [rt-users] configure arguments from previous install
In-Reply-To: <dtv999$uah$1@sea.gmane.org>
References: <dtv999$uah$1@sea.gmane.org>
Message-ID: <6.2.1.2.2.20060227115715.038c43e0@po14.mit.edu>

There should be a config.log file in the directory you installed RT from. 
That file tells you what config args you used.

Steve

At Monday 2/27/2006 11:27 AM, Graham Dunn wrote:
>This wouldn't happen to be recorded anywhere, would it (similiar to the
>[gtk|cups|krb5]-config scripts)?
>
>Thanks,
>Graham
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
>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

Stephen Turner
Senior Programmer/Analyst - Client Support Services
MIT Information Services and Technology (IS&T)




From sunzhoujian at yahoo.com  Mon Feb 27 12:15:05 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Mon, 27 Feb 2006 09:15:05 -0800 (PST)
Subject: [rt-users] Re: mysql issue
Message-ID: <20060227171505.91327.qmail@web33806.mail.mud.yahoo.com>

Thanks for all of your helps on the permission denied
problem. I have solved that issue. I simply changed
the <Directory>'s original settting to
/opt/rt3/share/html. And it works.  Right now, the
problem is about mysql issue. I searched over the
internet and found that other people also had such
problems before. However, there are no solution yet!Do
you have any hints for that?

--- zhou jian <sunzhoujian at yahoo.com> wrote:

> ///////////////////////////////////////////////////
> #  Modification time never checked.
> 
> #  File has not been updated.
>  
> regression: regression-install dirs files-install
> libs-install sbin-install bin-install
> regression-instruct regression-reset-db testify-pods
> fixperms apachectl run-regression
> #  Implicit rule search has not been done.
> #  Modification time never checked.
> #  File has not been updated.
>  
> # 107 files in 1007 hash buckets.
> # average 0.106 files per bucket, max 2 files in one
> bucket.
>  
> # VPATH Search Paths
>  
> # No `vpath' search paths.
>  
> # No general (`VPATH' variable) search path.
>  
> # Finished Make data base on Sun Feb 26 20:04:33
> 2006
>  
> /////////////////////////////////////////////////
> 
> 
> 
> I tried to drop off the rt3 database. And recreated
> it
> again, however, I tried to use mysql -u rt_user -h
> localhost -p to connect to that, but failed. I used
> "rt_pass" as password. Actually, I didn't change
> anything for the configuration files. Any ideas?
> 
> 
> 
>
//////////////////////////////////////////////////////
> [root at osg-tg2 rt-3.4.5]# mysql -u rt_user -h
> localhost
> -p
> Enter password:
> ERROR 1045 (28000): Access denied for user
> 'rt_user'@'localhost' (using password: YES)
> [root at osg-tg2 rt-3.4.5]# mysql -u rt_user -h
> localhost
> -p
>
/////////////////////////////////////////////////////
> 
> --- zhou jian <sunzhoujian at yahoo.com> wrote:
> 
> > Hello, everyone,
> > 
> > I have to ask question again. I just want to
> install
> > a
> > very simple RT to play with. So I did minimial
> > change
> > to the RT_SiteConfig.pm. I didn't change the
> > password
> > for rt database. However, I still encountered the
> > problems here. I checked the error.log file. 
> > 
> > Do you have any hints to solve this issue?
> > 
> > 
> > 
> > 
> > [Sun Feb 26 19:31:28 2006] [notice] Apache/2.2.0
> > (Unix) mod_ssl/2.2.0 OpenSSL/0.9.7a mod_perl/2.0.2
> > Perl/v5.8.8 configured -- resuming normal
> operations
> > DBI
> > connect('dbname=rt3;host=localhost','rt_user',...)
> > failed: Access denied for user
> 'rt_user'@'localhost'
> > (using password: YES) at
> >
>
/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm
> > line 108
> > [Sun Feb 26 19:31:33 2006] [error] [client
> > 128.255.163.105] Connect Failed Access denied for
> > user
> > 'rt_user'@'localhost' (using password: YES)\n at
> > /opt/rt3/lib/RT.pm line 176\n
> > DBI
> > connect('dbname=rt3;host=localhost','rt_user',...)
> > failed: Access denied for user
> 'rt_user'@'localhost'
> > (using password: YES) at
> >
>
/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm
> > line 108
> > [Sun Feb 26 19:31:35 2006] [error] [client
> > 128.255.163.105] Connect Failed Access denied for
> > user
> > 'rt_user'@'localhost' (using password: YES)\n at
> > /opt/rt3/lib/RT.pm line 176\n
> > 
> > __________________________________________________
> > Do You Yahoo!?
> > Tired of spam?  Yahoo! Mail has the best spam
> > protection around 
> > http://mail.yahoo.com 
> > 
> 
> 
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam
> protection around 
> http://mail.yahoo.com 
> 


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From JoopvandeWege at mococo.nl  Mon Feb 27 12:23:40 2006
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Mon, 27 Feb 2006 18:23:40 +0100
Subject: [rt-users] configure arguments from previous install
In-Reply-To: <20060227165902.AB2DF4D81A8@diesel.bestpractical.com>
References: <20060227165902.AB2DF4D81A8@diesel.bestpractical.com>
Message-ID: <20060227182151.60FB.JOOPVANDEWEGE@mococo.nl>


On Mon, 27 Feb 2006 11:59:02 -0500 (EST)
rt-users-request at lists.bestpractical.com wrote:

> There should be a config.log file in the directory you installed RT from. 
> That file tells you what config args you used.
> Steve
> 
> At Monday 2/27/2006 11:27 AM, Graham Dunn wrote:
> >This wouldn't happen to be recorded anywhere, would it (similiar to the
> >[gtk|cups|krb5]-config scripts)?
> >
> >Thanks,
> >Graham

There is also a script called 'comfigure' which keeps a database of
packages configured using autoconf and friends.
See: http://freshmeat.net/projects/comfigure/

Joop

-- 
Joop van de Wege <JoopvandeWege at mococo.nl>



From jboris at adphila.org  Mon Feb 27 12:28:09 2006
From: jboris at adphila.org (John  Boris)
Date: Mon, 27 Feb 2006 12:28:09 -0500
Subject: [rt-users] MySQL-PHP 5 and Fedora Core 3 and installing RT
Message-ID: <s402f066.022@gw1.adphila.org>

First I want to thank those that sent me some info on this earlier. My
initial problem was I needed mod_perl 2 but resolving that issue pointed
that I had to upgrade my MySQL and PHP. I have the MySQL updated to 4.1
but the PHP is now giving me a huge headache. The more I mess with this
the more I see the Fedora 3 gods looking down and laughing. This is like
following a bad map from mapquest.
I am in a dependancy hell loop that gets deeper the more I move. I
found a great page that has given me hope:
http://www.whoopis.com/howtos/php5-mysql4-FC3-rpm.html 

But I am at a point not encountered by the author. I have an
Athlon64BIT  Machine running Fedora Core 3.  With the following
installed:

MySQL-client.x86_64                      4.1.18-0.glibc23      
installed       
MySQL-devel.x86_64                       4.1.18-0.glibc23      
installed       
MySQL-server.x86_64                      4.1.18-0.glibc23      
installed       
MySQL-shared.x86_64                      4.1.18-0.glibc23      
installed       


I am trying to install PHP 5.04 by doing:
 rpm -Uvh php-5.0.4-10.x86_64.rpm  php-devel-5.0.4-10.x86_64.rpm 
php-mysql-5.0.4-10.x86_64.rpm  php-pear-5.0.4-10.x86_64.rpm
error: Failed dependencies:
        libcrypto.so.5()(64bit) is needed by php-5.0.4-10.x86_64
        libkrb5support.so.0()(64bit) is needed by php-5.0.4-10.x86_64
        libssl.so.5()(64bit) is needed by php-5.0.4-10.x86_64
        libcrypto.so.5()(64bit) is needed by php-mysql-5.0.4-10.x86_64
        libssl.so.5()(64bit) is needed by php-mysql-5.0.4-10.x86_64

These seem to be in the krb5 package and the openssl package. So I
tried to upgrade my krb5 package:
krb5-auth-dialog.x86_64                  0.2-1                 
installed       
krb5-devel.x86_64                        1.3.4-7               
installed       
krb5-libs.i386                           1.3.4-7               
installed       
krb5-libs.x86_64                         1.3.4-7               
installed       

by doing this:

[root at pope ~]# rpm -Uvh krb5-libs-1.4-3.i386.rpm
Preparing...                ###########################################
[100%]
        file /etc/krb5.conf from install of krb5-libs-1.4-3 conflicts
with file from package krb5-libs-1.3.4-7

I tried to remove the krb5-libs-1.3.4-7 but get a dependancy list that
is a mile long. It is sort of scary. I tried to remove that library and
I get a ton of warnings and dependancies again. Has anyone on the list
been successfully in installing RT on Fedora Core 3 64bit platform? Or
do I have to bite the bullet and upgrade this server to Fedora Core 4?
Any help would be greatly appreciated.


John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"




From jesse at bestpractical.com  Mon Feb 27 13:09:35 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 27 Feb 2006 13:09:35 -0500
Subject: [rt-users] Comments causing 'Page cannot be displayed' error in
	IE6
In-Reply-To: <5ed41c130602270645u6b338ebfp45e8fdf06d10b5bc@mail.gmail.com>
References: <5ed41c130602270645u6b338ebfp45e8fdf06d10b5bc@mail.gmail.com>
Message-ID: <20060227180935.GK31943@bestpractical.com>

> Apache 1.3 + FastCGI
> RT 3.4.2
> Perl 5.6.1

I think you might have gotten the perl version wrong. There's no way RT
3.4 should work on Perl 5.6. (And you might want to try coming up to RT
3.4.5 to see if your intermittent IE-only error's been sorted out.)


From jesse at bestpractical.com  Mon Feb 27 13:25:04 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 27 Feb 2006 13:25:04 -0500
Subject: [rt-users] sample configuration for apache2 and fcgid
In-Reply-To: <60967F2D-4D5F-49A3-9AA4-7F7FFC258A78@hamburg.fcb.com>
References: <60967F2D-4D5F-49A3-9AA4-7F7FFC258A78@hamburg.fcb.com>
Message-ID: <20060227182503.GQ31943@bestpractical.com>




On Mon, Feb 27, 2006 at 01:36:00PM +0100, Harald Wagener wrote:
> Hello,
> the following sample configuration seems to work for my setup on  
> debian with apache 2.0.55, rt 3.4.4 and libapache2-mod-fcgid 1.07.
> 
> Please check for insanity.
> 
>         RewriteEngine On
>         RewriteRule /(.*)$ "/usr/share/request-tracker3.4/libexec/ 
> mason_handler.fcgi/$1"


Why isn't that just a "ScriptAlias"?

Jesse


From hwagener at hamburg.fcb.com  Mon Feb 27 13:41:55 2006
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Mon, 27 Feb 2006 19:41:55 +0100
Subject: [rt-users] sample configuration for apache2 and fcgid
In-Reply-To: <20060227182503.GQ31943@bestpractical.com>
References: <60967F2D-4D5F-49A3-9AA4-7F7FFC258A78@hamburg.fcb.com>
	<20060227182503.GQ31943@bestpractical.com>
Message-ID: <734D2139-CE1A-4168-BFDD-0DD88DA18CAC@hamburg.fcb.com>


(resent to the list and added info)

Am 27.02.2006 um 19:25 schrieb Jesse Vincent:

>
>
>
> On Mon, Feb 27, 2006 at 01:36:00PM +0100, Harald Wagener wrote:
>> Hello,
>> the following sample configuration seems to work for my setup on
>> debian with apache 2.0.55, rt 3.4.4 and libapache2-mod-fcgid 1.07.
>>
>> Please check for insanity.
>>
>>         RewriteEngine On
>>         RewriteRule /(.*)$ "/usr/share/request-tracker3.4/libexec/
>> mason_handler.fcgi/$1"
>
>
> Why isn't that just a "ScriptAlias"?

I couldn't remember ScriptAliasMatch, but had RewriteRule in mind.

I tested with ScriptAliasMatch, and that works as well. It also works  
without the NoAuth alias.

Regards,
    Harald

-- 
Harald Wagener
Technischer Leiter

Foote Cone & Belding
FCB Wilkens
An der Alster 42
20099 Hamburg
Germany

T: +49 (0)40 2881 1252
F: +49 (0)40 2881 1217
hwagener at hamburg.fcb.com
http://www.footeconebelding.de


From james.faulkner at yale.edu  Mon Feb 27 13:37:15 2006
From: james.faulkner at yale.edu (Jim Faulkner)
Date: Mon, 27 Feb 2006 13:37:15 -0500 (EST)
Subject: [rt-users] RTx-shredder with a very large database
Message-ID: <Pine.LNX.4.44.0602271142130.4028-100000@netra.cs.yale.edu>


Hello,

I run a large RT installation.  We have around 20 queues, 200-300 users, 
and many more requestors.  I am currently running RT 3.0.12 on the 
production RT, and RT 3.4.5 on a development machine.

Unfortunately we get a lot of spam going into the RT queues.  The previous 
administrator of RT set up a way of dealing with this -- before going into 
RT all mail is checked with spamassassin, and if it reports a positive the 
mail is put into an RT queue named "ZZSpam".  Unfortunately over the years 
this "ZZSpam" queue has gotten extremely large, with about 250,000 
tickets, and is probably taking up the bulk of the database because many 
spams come with large attachments.

Because this ZZSpam queue has become so unweildy, I'd like to clean out 
all tickets from that queue, as well as all users, attachments, etc. that 
are associated with those tickets.  I've tried the rtx-shredder program, 
but it is extremely slow.  I issued this command on the devel RT, which 
is a dual 2ghz Xeon  machine with 1 GB of RAM, and has no load on it:
time /opt/rt3/sbin/rtx-shredder --force --plugin 
'Tickets=queue,ZZSpam;limit,20'

And it took 23 minutes and 17 seconds to complete.  Obviously if it takes 
that long to delete 20 tickets, I cannot use the tool to clean out 250,000 
tickets.

Is there anything I can do to make rtx-shredder significantly faster?  If 
not, does anyone have any advice as to how I should go about cleaning out 
this massive queue?

thanks for any help,
Jim Faulkner



From AHKAPLAN at PARTNERS.ORG  Mon Feb 27 14:45:22 2006
From: AHKAPLAN at PARTNERS.ORG (Kaplan, Andrew H.)
Date: Mon, 27 Feb 2006 14:45:22 -0500
Subject: [rt-users] Problem Starting Web Interface
Message-ID: <9C63A4713C4E3342B90428CE44806A730267958E@PHSXMB5.partners.org>

Hi there --

I tried recompiling mod_perl and it appeared to compile with perl 5.8.8.
However, when I tried starting apache with the appropriate modifications, I got
the same error message. 

I checked the /usr/local/lib/perl5 directory, and there are two subdirectories
which read 5.8.8 and site_perl. The original perl directory is located at
/usr/lib/perl5 and has the following subdirectories: 5.8.0, site_perl, and
vendor_perl. 

One idea I had was to rename the /usr/lib/perl5 directory and create a symbolic
link to /usr/local/lib/perl5. Once that is done, I will try to recompile
mod_perl. What are your thoughts?

-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: Friday, February 24, 2006 3:18 PM
To: Kaplan, Andrew H.
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Problem Starting Web Interface



> Can't locate Apache/DBI.pm in @INC (@INC contains:
> /usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0
> /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl
> /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl
> /usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0 .
> /usr/local/apache/ /usr/local/apache/lib/perl) at (eval 5) line 3.
> 

Looks like your mod_perl is built against perl 5.8.0.


From cjayaprakashreddy at yahoo.com  Mon Feb 27 15:07:36 2006
From: cjayaprakashreddy at yahoo.com (JP Chilumula)
Date: Mon, 27 Feb 2006 12:07:36 -0800 (PST)
Subject: [rt-users] email functionality 
Message-ID: <20060227200736.82654.qmail@web36914.mail.mud.yahoo.com>

Friends,

Managed to successfully install and configure RT on
SuSe 9.3/Oracle 10.2g/Postfix.

However, there is a minor problem, that email
functionality refuses to function.

When someone replies via email, I see the following
entires in the log files:

<errorMessage>
Feb 27 13:51:45 dirac postfix/local[24776]: AEAC2F5C3:
to=<rt-database at dirac.insight.asdf.com>, relay=local,
delay=1, status=deferred (temporary failure. Command
output: An Error Occurred =================  404 Not
Found )
Feb 27 14:02:46 dirac postfix/local[24869]: BE1A6F6FB:
to=<rt-database at dirac.insight.asdf.com>, relay=local,
delay=1, status=deferred (temporary failure. Command
output: An Error Occurred =================  404 Not
Found )
Feb 27 14:18:12 dirac postfix/local[25068]: AEAC2F5C3:
to=<rt-database at dirac.insight.asdf.com>, relay=local,
delay=1588, status=deferred (temporary failure.
Command output: An Error Occurred ================= 
404 Not Found )
Feb 27 14:24:33 dirac postfix/local[25210]:
1A0BD10AEA: to=<rt-database at dirac.insight.asdf.com>,
relay=local, delay=0, status=deferred (temporary
failure. Command output: An Error Occurred
=================  404 Not Found )
Feb 27 14:34:51 dirac postfix/local[25356]: BE1A6F6FB:
to=<rt-database at dirac.insight.asdf.com>, relay=local,
delay=1926, status=deferred (temporary failure.
Command output: An Error Occurred ================= 
404 Not Found )
Feb 27 14:51:32 dirac postfix/local[25544]: AEAC2F5C3:
to=<rt-database at dirac.insight.asdf.com>, relay=local,
delay=3588, status=deferred (temporary failure.
Command output: An Error Occurred ================= 
404 Not Found )
Feb 27 14:51:32 dirac postfix/local[25545]:
1A0BD10AEA: to=<rt-database at dirac.insight.asdf.com>,
relay=local, delay=1619, status=deferred (temporary
failure. Command output: An Error Occurred
=================  404 Not Found )
</errorMessage>


I have the corresponding entries in my /etc/aliases
file:

rt-database:    "|/opt/rt/bin/rt-mailgate --queue
database --action correspond --url
http://dirac.insight.asdf.com/rt"
rt-database-comment:    "|/opt/rt/bin/rt-mailgate
--queue database --action comment --url
http://dirac.insight.asdf.com/rt"


Any suggestions would be greatly appreciated!!!

Thanks a gazillion!
JP.


From dshannon at techfluent.com  Mon Feb 27 15:15:56 2006
From: dshannon at techfluent.com (Duncan Shannon)
Date: Mon, 27 Feb 2006 14:15:56 -0600
Subject: [rt-users] RTx-shredder with a very large database
Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB4509C9ED@TF-FS2.internal.techfluent.com>

> 
> And it took 23 minutes and 17 seconds to complete.  Obviously if it
takes
> that long to delete 20 tickets, I cannot use the tool to clean out
250,000
> tickets.

You mean you want it to take less than roughly 6.8 months at 24x7?!  :)

duncan


From ESchultz at corp.untd.com  Mon Feb 27 15:17:55 2006
From: ESchultz at corp.untd.com (Schultz, Eric)
Date: Mon, 27 Feb 2006 12:17:55 -0800
Subject: [rt-users] RTx-shredder with a very large database
Message-ID: <5613F89D78D2F545A40423EBA5535C300DC24C50@LAXEVS01.lax.corp.int.untd.com>

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
> Of Duncan Shannon
> Sent: Monday, February 27, 2006 12:16 PM
> To: Jim Faulkner; rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] RTx-shredder with a very large database
> 
> > 
> > And it took 23 minutes and 17 seconds to complete.  Obviously if it
> takes
> > that long to delete 20 tickets, I cannot use the tool to clean out
> 250,000
> > tickets.
> 
> You mean you want it to take less than roughly 6.8 months at 
> 24x7?!  :)
> 
> duncan
> _______________________________________________

As the number of tickets in the database decreased, I am sure that the
execution time would speed up in proportion.  It's those first 100K or
so that you have to worry about :-)

Eric


From sunzhoujian at yahoo.com  Mon Feb 27 15:54:48 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Mon, 27 Feb 2006 12:54:48 -0800 (PST)
Subject: [rt-users] Re: mysql issue
Message-ID: <20060227205448.40984.qmail@web33801.mail.mud.yahoo.com>

Since the mysql database doesn't work, I am trying to
reinstall the database. However, I failed in this
attempts. 


[root at osg-tg2 rt-3.4.5]# make initialize-database
/usr/local/bin/perl //opt/rt3/sbin/rt-setup-database
--action init --dba root --prompt-for-dba-password
"my" variable $id masks earlier declaration in same
scope at /opt/rt3/lib/RT/CustomField_Overlay.pm line
879.
"my" variable $id masks earlier declaration in same
scope at /opt/rt3/lib/RT/CustomField_Overlay.pm line
914.
In order to create or update your RT database,this
script needs to connect to your mysql instance on
localhost as root.
Please specify that user's database password below. If
the user has no database
password, just press return.
 
Password:
Now creating a database for RT.
Creating mysql database rt3.
DBD::mysql::db do failed: Can't create database 'rt3';
database exists at //opt/rt3/sbin/rt-setup-database
line 281, <STDIN>
line 1.
Can't create database 'rt3'; database exists at
//opt/rt3/sbin/rt-setup-database line 281, <STDIN>
line 1.
make: *** [initialize-database] Error 255


--- zhou jian <sunzhoujian at yahoo.com> wrote:

> Thanks for all of your helps on the permission
> denied
> problem. I have solved that issue. I simply changed
> the <Directory>'s original settting to
> /opt/rt3/share/html. And it works.  Right now, the
> problem is about mysql issue. I searched over the
> internet and found that other people also had such
> problems before. However, there are no solution
> yet!Do
> you have any hints for that?
> 
> --- zhou jian <sunzhoujian at yahoo.com> wrote:
> 
> >
> ///////////////////////////////////////////////////
> > #  Modification time never checked.
> > 
> > #  File has not been updated.
> >  
> > regression: regression-install dirs files-install
> > libs-install sbin-install bin-install
> > regression-instruct regression-reset-db
> testify-pods
> > fixperms apachectl run-regression
> > #  Implicit rule search has not been done.
> > #  Modification time never checked.
> > #  File has not been updated.
> >  
> > # 107 files in 1007 hash buckets.
> > # average 0.106 files per bucket, max 2 files in
> one
> > bucket.
> >  
> > # VPATH Search Paths
> >  
> > # No `vpath' search paths.
> >  
> > # No general (`VPATH' variable) search path.
> >  
> > # Finished Make data base on Sun Feb 26 20:04:33
> > 2006
> >  
> > /////////////////////////////////////////////////
> > 
> > 
> > 
> > I tried to drop off the rt3 database. And
> recreated
> > it
> > again, however, I tried to use mysql -u rt_user -h
> > localhost -p to connect to that, but failed. I
> used
> > "rt_pass" as password. Actually, I didn't change
> > anything for the configuration files. Any ideas?
> > 
> > 
> > 
> >
>
//////////////////////////////////////////////////////
> > [root at osg-tg2 rt-3.4.5]# mysql -u rt_user -h
> > localhost
> > -p
> > Enter password:
> > ERROR 1045 (28000): Access denied for user
> > 'rt_user'@'localhost' (using password: YES)
> > [root at osg-tg2 rt-3.4.5]# mysql -u rt_user -h
> > localhost
> > -p
> >
>
/////////////////////////////////////////////////////
> > 
> > --- zhou jian <sunzhoujian at yahoo.com> wrote:
> > 
> > > Hello, everyone,
> > > 
> > > I have to ask question again. I just want to
> > install
> > > a
> > > very simple RT to play with. So I did minimial
> > > change
> > > to the RT_SiteConfig.pm. I didn't change the
> > > password
> > > for rt database. However, I still encountered
> the
> > > problems here. I checked the error.log file. 
> > > 
> > > Do you have any hints to solve this issue?
> > > 
> > > 
> > > 
> > > 
> > > [Sun Feb 26 19:31:28 2006] [notice] Apache/2.2.0
> > > (Unix) mod_ssl/2.2.0 OpenSSL/0.9.7a
> mod_perl/2.0.2
> > > Perl/v5.8.8 configured -- resuming normal
> > operations
> > > DBI
> > >
> connect('dbname=rt3;host=localhost','rt_user',...)
> > > failed: Access denied for user
> > 'rt_user'@'localhost'
> > > (using password: YES) at
> > >
> >
>
/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm
> > > line 108
> > > [Sun Feb 26 19:31:33 2006] [error] [client
> > > 128.255.163.105] Connect Failed Access denied
> for
> > > user
> > > 'rt_user'@'localhost' (using password: YES)\n at
> > > /opt/rt3/lib/RT.pm line 176\n
> > > DBI
> > >
> connect('dbname=rt3;host=localhost','rt_user',...)
> > > failed: Access denied for user
> > 'rt_user'@'localhost'
> > > (using password: YES) at
> > >
> >
>
/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm
> > > line 108
> > > [Sun Feb 26 19:31:35 2006] [error] [client
> > > 128.255.163.105] Connect Failed Access denied
> for
> > > user
> > > 'rt_user'@'localhost' (using password: YES)\n at
> > > /opt/rt3/lib/RT.pm line 176\n
> > > 
> > >
> __________________________________________________
> > > Do You Yahoo!?
> > > Tired of spam?  Yahoo! Mail has the best spam
> > > protection around 
> > > http://mail.yahoo.com 
> > > 
> > 
> > 
> > __________________________________________________
> > Do You Yahoo!?
> > Tired of spam?  Yahoo! Mail has the best spam
> > protection around 
> > http://mail.yahoo.com 
> > 
> 
> 
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam
> protection around 
> http://mail.yahoo.com 
> 


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From sunzhoujian at yahoo.com  Mon Feb 27 18:16:17 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Mon, 27 Feb 2006 15:16:17 -0800 (PST)
Subject: [rt-users] Re: mysql issue
Message-ID: <20060227231617.35628.qmail@web33802.mail.mud.yahoo.com>

When I checked the mysql with root user. I can find th
e rt3 database and got the tables affiliated with rt3.
However, I couldn't connnect to that through
mysql -h localhost -u rt_user -p rt3? why?

mysql> SHOW DATABASES
    -> ;
+--------------------+
| Database           |
+--------------------+
| information_schema |
| mysql              |
| rt3                |
| test               |
+--------------------+
4 rows in set (0.05 sec)
 
mysql> DATABASE rt3;
ERROR 1064 (42000): You have an error in your SQL
syntax; check the manual that corresponds to your
MySQL server version for the right syntax to use near
'DATABASE rt3' at line 1
mysql> use rt3
Database changed
mysql> show tables
    -> ;
+-------------------------+
| Tables_in_rt3           |
+-------------------------+
| ACL                     |
| Attachments             |
| Attributes              |
| CachedGroupMembers      |
| CustomFieldValues       |
| CustomFields            |
| GroupMembers            |
| Groups                  |
| Links                   |
| ObjectCustomFieldValues |
| ObjectCustomFields      |
| Principals              |
| Queues                  |
| ScripActions            |
| ScripConditions         |
| Scrips                  |
| Templates               |
| Tickets                 |
| Transactions            |
| Users                   |
| sessions                |
+-------------------------+
21 rows in set (0.00 sec)


--- zhou jian <sunzhoujian at yahoo.com> wrote:

> Since the mysql database doesn't work, I am trying
> to
> reinstall the database. However, I failed in this
> attempts. 
> 
> 
> [root at osg-tg2 rt-3.4.5]# make initialize-database
> /usr/local/bin/perl //opt/rt3/sbin/rt-setup-database
> --action init --dba root --prompt-for-dba-password
> "my" variable $id masks earlier declaration in same
> scope at /opt/rt3/lib/RT/CustomField_Overlay.pm line
> 879.
> "my" variable $id masks earlier declaration in same
> scope at /opt/rt3/lib/RT/CustomField_Overlay.pm line
> 914.
> In order to create or update your RT database,this
> script needs to connect to your mysql instance on
> localhost as root.
> Please specify that user's database password below.
> If
> the user has no database
> password, just press return.
>  
> Password:
> Now creating a database for RT.
> Creating mysql database rt3.
> DBD::mysql::db do failed: Can't create database
> 'rt3';
> database exists at //opt/rt3/sbin/rt-setup-database
> line 281, <STDIN>
> line 1.
> Can't create database 'rt3'; database exists at
> //opt/rt3/sbin/rt-setup-database line 281, <STDIN>
> line 1.
> make: *** [initialize-database] Error 255
> 
> 
> --- zhou jian <sunzhoujian at yahoo.com> wrote:
> 
> > Thanks for all of your helps on the permission
> > denied
> > problem. I have solved that issue. I simply
> changed
> > the <Directory>'s original settting to
> > /opt/rt3/share/html. And it works.  Right now, the
> > problem is about mysql issue. I searched over the
> > internet and found that other people also had such
> > problems before. However, there are no solution
> > yet!Do
> > you have any hints for that?
> > 
> > --- zhou jian <sunzhoujian at yahoo.com> wrote:
> > 
> > >
> >
> ///////////////////////////////////////////////////
> > > #  Modification time never checked.
> > > 
> > > #  File has not been updated.
> > >  
> > > regression: regression-install dirs
> files-install
> > > libs-install sbin-install bin-install
> > > regression-instruct regression-reset-db
> > testify-pods
> > > fixperms apachectl run-regression
> > > #  Implicit rule search has not been done.
> > > #  Modification time never checked.
> > > #  File has not been updated.
> > >  
> > > # 107 files in 1007 hash buckets.
> > > # average 0.106 files per bucket, max 2 files in
> > one
> > > bucket.
> > >  
> > > # VPATH Search Paths
> > >  
> > > # No `vpath' search paths.
> > >  
> > > # No general (`VPATH' variable) search path.
> > >  
> > > # Finished Make data base on Sun Feb 26 20:04:33
> > > 2006
> > >  
> > >
> /////////////////////////////////////////////////
> > > 
> > > 
> > > 
> > > I tried to drop off the rt3 database. And
> > recreated
> > > it
> > > again, however, I tried to use mysql -u rt_user
> -h
> > > localhost -p to connect to that, but failed. I
> > used
> > > "rt_pass" as password. Actually, I didn't change
> > > anything for the configuration files. Any ideas?
> > > 
> > > 
> > > 
> > >
> >
>
//////////////////////////////////////////////////////
> > > [root at osg-tg2 rt-3.4.5]# mysql -u rt_user -h
> > > localhost
> > > -p
> > > Enter password:
> > > ERROR 1045 (28000): Access denied for user
> > > 'rt_user'@'localhost' (using password: YES)
> > > [root at osg-tg2 rt-3.4.5]# mysql -u rt_user -h
> > > localhost
> > > -p
> > >
> >
>
/////////////////////////////////////////////////////
> > > 
> > > --- zhou jian <sunzhoujian at yahoo.com> wrote:
> > > 
> > > > Hello, everyone,
> > > > 
> > > > I have to ask question again. I just want to
> > > install
> > > > a
> > > > very simple RT to play with. So I did minimial
> > > > change
> > > > to the RT_SiteConfig.pm. I didn't change the
> > > > password
> > > > for rt database. However, I still encountered
> > the
> > > > problems here. I checked the error.log file. 
> > > > 
> > > > Do you have any hints to solve this issue?
> > > > 
> > > > 
> > > > 
> > > > 
> > > > [Sun Feb 26 19:31:28 2006] [notice]
> Apache/2.2.0
> > > > (Unix) mod_ssl/2.2.0 OpenSSL/0.9.7a
> > mod_perl/2.0.2
> > > > Perl/v5.8.8 configured -- resuming normal
> > > operations
> > > > DBI
> > > >
> > connect('dbname=rt3;host=localhost','rt_user',...)
> > > > failed: Access denied for user
> > > 'rt_user'@'localhost'
> > > > (using password: YES) at
> > > >
> > >
> >
>
/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm
> > > > line 108
> > > > [Sun Feb 26 19:31:33 2006] [error] [client
> > > > 128.255.163.105] Connect Failed Access denied
> > for
> > > > user
> > > > 'rt_user'@'localhost' (using password: YES)\n
> at
> > > > /opt/rt3/lib/RT.pm line 176\n
> > > > DBI
> > > >
> > connect('dbname=rt3;host=localhost','rt_user',...)
> > > > failed: Access denied for user
> > > 'rt_user'@'localhost'
> > > > (using password: YES) at
> > > >
> > >
> >
>
/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm
> > > > line 108
> > > > [Sun Feb 26 19:31:35 2006] [error] [client
> > > > 128.255.163.105] Connect Failed Access denied
> > for
> > > > user
> > > > 'rt_user'@'localhost' (using password: YES)\n
> at
> > > > /opt/rt3/lib/RT.pm line 176\n
> > > > 
> > > >
> > __________________________________________________
> > > > Do You Yahoo!?
> > > > Tired of spam?  Yahoo! Mail has the best spam
> > > > protection around 
> > > > http://mail.yahoo.com 
> > > > 
> > > 
> > > 
> > >
> __________________________________________________
> > > Do You Yahoo!?
> > > Tired of spam?  Yahoo! Mail has the best spam
> > > protection around 
> > > http://mail.yahoo.com 
> > > 
> > 
> > 
> > __________________________________________________
> > Do You Yahoo!?
> > Tired of spam?  Yahoo! Mail has the best spam
> 
=== message truncated ===


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From sunzhoujian at yahoo.com  Mon Feb 27 18:24:22 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Mon, 27 Feb 2006 15:24:22 -0800 (PST)
Subject: [rt-users] Re: mysql issue
In-Reply-To: <KAEOKJMDPBFLPBPIINHEOEEODNAA.agabila@con.mdsnews.com>
Message-ID: <20060227232423.5855.qmail@web33804.mail.mud.yahoo.com>

[root at osg-tg2 sbin]# ./rt-dump-database
DBI connect('dbname=rt3;host=localhost','rt_user',...)
failed: Access denied for user 'rt_user'@'localhost'
(using password: YES) at
/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm
line 108
Connect Failed Access denied for user
'rt_user'@'localhost' (using password: YES)
 at /opt/rt3/lib/RT.pm line 176
[root at osg-tg2 sbin]# pwd
/home/jzhou9/rt/rt-3.4.5/sbin

I tried to use this one, but it seems not work. At the
same time, I am also carefully reading the book RT
Eessential again to get some clues. However, there is
no information about that. Could you access your rt
database? Could you share with me your command?


--- Anthony Gabila <agabila at con.mdsnews.com> wrote:

> theres a script for it, rather than running make
> initialize database,
> theres a drop database too.... read the manual its
> just right after
> that. it will say something like, if the database
> exist already,
> try running drop something... not quite sure, but
> its in the manual
> installation guide.
> 
> 
> anthony g
> 
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com]On
> Behalf Of zhou jian
> Sent: Tuesday, 28 February 2006 10:16 AM
> To: zhou jian; rt-users at lists.bestpractical.com
> Subject: [rt-users] Re: mysql issue
> 
> 
> When I checked the mysql with root user. I can find
> th
> e rt3 database and got the tables affiliated with
> rt3.
> However, I couldn't connnect to that through
> mysql -h localhost -u rt_user -p rt3? why?
> 
> mysql> SHOW DATABASES
>     -> ;
> +--------------------+
> | Database           |
> +--------------------+
> | information_schema |
> | mysql              |
> | rt3                |
> | test               |
> +--------------------+
> 4 rows in set (0.05 sec)
> 
> mysql> DATABASE rt3;
> ERROR 1064 (42000): You have an error in your SQL
> syntax; check the manual that corresponds to your
> MySQL server version for the right syntax to use
> near
> 'DATABASE rt3' at line 1
> mysql> use rt3
> Database changed
> mysql> show tables
>     -> ;
> +-------------------------+
> | Tables_in_rt3           |
> +-------------------------+
> | ACL                     |
> | Attachments             |
> | Attributes              |
> | CachedGroupMembers      |
> | CustomFieldValues       |
> | CustomFields            |
> | GroupMembers            |
> | Groups                  |
> | Links                   |
> | ObjectCustomFieldValues |
> | ObjectCustomFields      |
> | Principals              |
> | Queues                  |
> | ScripActions            |
> | ScripConditions         |
> | Scrips                  |
> | Templates               |
> | Tickets                 |
> | Transactions            |
> | Users                   |
> | sessions                |
> +-------------------------+
> 21 rows in set (0.00 sec)
> 
> 
> --- zhou jian <sunzhoujian at yahoo.com> wrote:
> 
> > Since the mysql database doesn't work, I am trying
> > to
> > reinstall the database. However, I failed in this
> > attempts.
> >
> >
> > [root at osg-tg2 rt-3.4.5]# make initialize-database
> > /usr/local/bin/perl
> //opt/rt3/sbin/rt-setup-database
> > --action init --dba root --prompt-for-dba-password
> > "my" variable $id masks earlier declaration in
> same
> > scope at /opt/rt3/lib/RT/CustomField_Overlay.pm
> line
> > 879.
> > "my" variable $id masks earlier declaration in
> same
> > scope at /opt/rt3/lib/RT/CustomField_Overlay.pm
> line
> > 914.
> > In order to create or update your RT database,this
> > script needs to connect to your mysql instance on
> > localhost as root.
> > Please specify that user's database password
> below.
> > If
> > the user has no database
> > password, just press return.
> >
> > Password:
> > Now creating a database for RT.
> > Creating mysql database rt3.
> > DBD::mysql::db do failed: Can't create database
> > 'rt3';
> > database exists at
> //opt/rt3/sbin/rt-setup-database
> > line 281, <STDIN>
> > line 1.
> > Can't create database 'rt3'; database exists at
> > //opt/rt3/sbin/rt-setup-database line 281, <STDIN>
> > line 1.
> > make: *** [initialize-database] Error 255
> >
> >
> > --- zhou jian <sunzhoujian at yahoo.com> wrote:
> >
> > > Thanks for all of your helps on the permission
> > > denied
> > > problem. I have solved that issue. I simply
> > changed
> > > the <Directory>'s original settting to
> > > /opt/rt3/share/html. And it works.  Right now,
> the
> > > problem is about mysql issue. I searched over
> the
> > > internet and found that other people also had
> such
> > > problems before. However, there are no solution
> > > yet!Do
> > > you have any hints for that?
> > >
> > > --- zhou jian <sunzhoujian at yahoo.com> wrote:
> > >
> > > >
> > >
> >
> ///////////////////////////////////////////////////
> > > > #  Modification time never checked.
> > > >
> > > > #  File has not been updated.
> > > >
> > > > regression: regression-install dirs
> > files-install
> > > > libs-install sbin-install bin-install
> > > > regression-instruct regression-reset-db
> > > testify-pods
> > > > fixperms apachectl run-regression
> > > > #  Implicit rule search has not been done.
> > > > #  Modification time never checked.
> > > > #  File has not been updated.
> > > >
> > > > # 107 files in 1007 hash buckets.
> > > > # average 0.106 files per bucket, max 2 files
> in
> > > one
> > > > bucket.
> > > >
> > > > # VPATH Search Paths
> > > >
> > > > # No `vpath' search paths.
> > > >
> > > > # No general (`VPATH' variable) search path.
> > > >
> > > > # Finished Make data base on Sun Feb 26
> 20:04:33
> > > > 2006
> > > >
> > > >
> > /////////////////////////////////////////////////
> > > >
> > > >
> > > >
> > > > I tried to drop off the rt3 database. And
> > > recreated
> > > > it
> > > > again, however, I tried to use mysql -u
> rt_user
> > -h
> > > > localhost -p to connect to that, but failed. I
> > > used
> > > > "rt_pass" as password. Actually, I didn't
> change
> > > > anything for the configuration files. Any
> ideas?
> > > >
> > > >
> > > >
> > > >
> > >
> 
=== message truncated ===


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From sunzhoujian at yahoo.com  Mon Feb 27 18:26:27 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Mon, 27 Feb 2006 15:26:27 -0800 (PST)
Subject: [rt-users] Re: Dependencies are missing
In-Reply-To: <KAEOKJMDPBFLPBPIINHEGEEPDNAA.agabila@con.mdsnews.com>
Message-ID: <20060227232627.92176.qmail@web33805.mail.mud.yahoo.com>

I have solved this issue already! Thanks!

--- Anthony Gabila <agabila at con.mdsnews.com> wrote:

> sometimes, you will need to install the dependencies
> individually,
> you can use that perl -MCPAN -e command or
> something..
> 
> if that doesnt work, you might need to install the
> package from your
> linux distribution. i use Mandriva, so i sometimes
> just run "urpmi
> packagename"
> 
> when you start ur httpd, u can always have a look at
> whats wrong in the log
> files.
> /var/log/httpd, it might tell you why it didnt start
> httpd.
> 
> anthony g
> 
> 
> 
> 
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com]On
> Behalf Of zhou jian
> Sent: Wednesday, 22 February 2006 9:53 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Re: Dependencies are missing
> 
> 
> Dear RT people,
> 
> I am reading the book you wrote. And I tried to
> install and configure the software as suggested.
> 
> However, I encountered the problem
> 
> [root at osg-tg2 bin]# ./httpd -k start
> Syntax error on line 426 of
> /usr/local/apache2/conf/httpd.conf:
> Invalid command 'PerlModule', perhaps misspelled or
> defined by a module not included in the server
> configuration
> 
> I couldn't fix this with make fixdeps.
> 
> Any suggestions are appreciated.
> 
> --Paul
> 
> --- zhou jian <sunzhoujian at yahoo.com> wrote:
> 
> > Hello everyone,
> >
> > I got a book about RT and try to install RT
> > correctly.
> > However, I kept getting dependencies errors. I
> tried
> > to fix that one by make fixdeps. However, I
> > encountered the problems.
> >
> >
> > [root at osg-tg2 rt-3.4.5]# make testdeps
> > /usr/local/bin/perl ./sbin/rt-test-dependencies
> > --verbose --with-mysql
> > perl:
> >         5.8.3...found
> > users:
> >         rt group (rt)...found
> >         bin owner (root)...found
> >         libs owner (root)...found
> >         libs group (bin)...found
> >         web owner (apache)...found
> >         web group (apache)...found
> > MASON dependencies:
> >         Params::Validate 0.02...found
> >         Cache::Cache ...found
> >         Exception::Class 1.14...found
> >         HTML::Mason 1.23...found
> >         MLDBM ...found
> >         Errno ...found
> >         FreezeThaw ...found
> >         Digest::MD5 2.27...found
> >         CGI::Cookie 1.20...found
> >         Storable 2.08...found
> >         Apache::Session 1.53...found
> >         XML::RSS 1.05...found
> >         HTTP::Server::Simple 0.07...MISSING
> >         HTTP::Server::Simple::Mason 0.09...MISSING
> >         Text::WikiFormat ...found
> > MAILGATE dependencies:
> >         HTML::TreeBuilder ...MISSING
> >         HTML::FormatText ...MISSING
> >         Getopt::Long ...found
> >         LWP::UserAgent ...found
> > CLI dependencies:
> >         Getopt::Long 2.24...found
> > CORE dependencies:
> >         Digest::base ...found
> >         Digest::MD5 2.27...found
> >         DBI 1.37...MISSING
> >         Test::Inline ...found
> >         Class::ReturnValue 0.40...MISSING
> >         DBIx::SearchBuilder 1.35...MISSING
> >         Text::Template ...MISSING
> >         File::Spec 0.8...found
> >         HTML::Entities ...found
> >         HTML::Scrubber 0.08...MISSING
> >         Net::Domain ...found
> >         Log::Dispatch 2.0...MISSING
> >         Locale::Maketext 1.06...found
> >         Locale::Maketext::Lexicon 0.32...MISSING
> >         Locale::Maketext::Fuzzy ...MISSING
> >         MIME::Entity 5.108...MISSING
> >         Mail::Mailer 1.57...MISSING
> >         Net::SMTP ...found
> >         Text::Wrapper ...MISSING
> >         Time::ParseDate ...MISSING
> >         Time::HiRes ...found
> >         File::Temp ...found
> >         Term::ReadKey ...MISSING
> >         Text::Autoformat ...MISSING
> >         Text::Quoted 1.3...MISSING
> >         Tree::Simple 1.04...MISSING
> >         Scalar::Util ...found
> >         Module::Versions::Report ...MISSING
> >         Cache::Simple::TimedExpiry ...MISSING
> >         XML::Simple ...MISSING
> > DEV dependencies:
> >         Regexp::Common ...found
> >         Test::Inline ...found
> >         Apache::Test ...MISSING
> >         HTML::Form ...found
> >         HTML::TokeParser ...found
> >         WWW::Mechanize ...MISSING
> >         Test::WWW::Mechanize ...MISSING
> >         Module::Refresh 0.03...MISSING
> > MYSQL dependencies:
> >         DBD::mysql 2.1018...MISSING
> >
> > SOMETHING WAS MISSING!
> >
> >
> >   CPAN.pm: Going to build
> > J/JE/JESSE/HTTP-Server-Simple-Mason-0.09.tar.gz
> >
> > Checking if your kit is complete...
> > Looks good
> > Warning: prerequisite HTTP::Server::Simple 0.04
> not
> > found.
> > Writing Makefile for HTTP::Server::Simple::Mason
> > ---- Unsatisfied dependencies detected during
> > [J/JE/JESSE/HTTP-Server-Simple-Mason-0.09.tar.gz]
> > -----
> >     HTTP::Server::Simple
> > Shall I follow them and prepend them to the queue
> > of modules we are processing right now? [yes]
> >
> > What should I choose for this question?
> >
> > Thanks,
> > --Paul
> >
> >
> > __________________________________________________
> > Do You Yahoo!?
> > Tired of spam?  Yahoo! Mail has the best spam
> > protection around
> > http://mail.yahoo.com
> >
> 
> 
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam
> protection around
> http://mail.yahoo.com
> _______________________________________________
>
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at
> http://wiki.bestpractical.com
> 
> 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
> 
> 
> 


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From sunzhoujian at yahoo.com  Mon Feb 27 19:16:02 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Mon, 27 Feb 2006 16:16:02 -0800 (PST)
Subject: [rt-users] System error
In-Reply-To: <KAEOKJMDPBFLPBPIINHEAEFADNAA.agabila@con.mdsnews.com>
Message-ID: <20060228001602.76404.qmail@web33809.mail.mud.yahoo.com>

You are a genius. I trusted too much about $35 dollar
book. Please take a look at the system error below.
What type of permission should I give to /opt/rt3/var.
I installed everything by default with root user. Hope
it is the last one.



System error
error:  	mkdir /opt/rt3/var/mason_data/obj: Permission
denied at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Compiler/ToObject.pm
line 102
context:  	
...  	
265:  	# whether they should generate a full stack
trace (confess() and cluck())
266:  	# or simply report the caller's package
(croak() and carp()), respectively.
267:  	# confess() and croak() die, carp() and cluck()
warn.
268:  	
269:  	sub croak { die shortmess @_ }
270:  	sub confess { die longmess @_ }
271:  	sub carp { warn shortmess @_ }
272:  	sub cluck { warn longmess @_ }
273:  	
...  	
code stack:  	/usr/local/lib/perl5/5.8.8/Carp.pm:269
/usr/local/lib/perl5/5.8.8/File/Path.pm:168
/usr/local/lib/perl5/5.8.8/File/Path.pm:161
/usr/local/lib/perl5/5.8.8/File/Path.pm:161
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Compiler/ToObject.pm:102
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:434
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:238
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:204
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:97
/usr/local/lib/perl5/site_perl/5.8.8/Class/Container.pm:275
/usr/local/lib/perl5/site_perl/5.8.8/Class/Container.pm:353
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:348
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:869
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:823
/opt/rt3/bin/webmux.pl:123
-e:0

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From sunzhoujian at yahoo.com  Mon Feb 27 19:21:10 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Mon, 27 Feb 2006 16:21:10 -0800 (PST)
Subject: [rt-users] Re: System error
Message-ID: <20060228002110.43988.qmail@web33812.mail.mud.yahoo.com>

Please forget about this one. I just manually changed
the attribute of that directory. It works!

--- zhou jian <sunzhoujian at yahoo.com> wrote:

> You are a genius. I trusted too much about $35
> dollar
> book. Please take a look at the system error below.
> What type of permission should I give to
> /opt/rt3/var.
> I installed everything by default with root user.
> Hope
> it is the last one.
> 
> 
> 
> System error
> error:  	mkdir /opt/rt3/var/mason_data/obj:
> Permission
> denied at
>
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Compiler/ToObject.pm
> line 102
> context:  	
> ...  	
> 265:  	# whether they should generate a full stack
> trace (confess() and cluck())
> 266:  	# or simply report the caller's package
> (croak() and carp()), respectively.
> 267:  	# confess() and croak() die, carp() and
> cluck()
> warn.
> 268:  	
> 269:  	sub croak { die shortmess @_ }
> 270:  	sub confess { die longmess @_ }
> 271:  	sub carp { warn shortmess @_ }
> 272:  	sub cluck { warn longmess @_ }
> 273:  	
> ...  	
> code stack:  	/usr/local/lib/perl5/5.8.8/Carp.pm:269
> /usr/local/lib/perl5/5.8.8/File/Path.pm:168
> /usr/local/lib/perl5/5.8.8/File/Path.pm:161
> /usr/local/lib/perl5/5.8.8/File/Path.pm:161
>
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Compiler/ToObject.pm:102
>
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:434
>
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:238
>
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:204
>
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:97
>
/usr/local/lib/perl5/site_perl/5.8.8/Class/Container.pm:275
>
/usr/local/lib/perl5/site_perl/5.8.8/Class/Container.pm:353
>
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:348
>
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:869
>
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:823
> /opt/rt3/bin/webmux.pl:123
> -e:0
> 
> __________________________________________________
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From chaim.rieger at gmail.com  Mon Feb 27 19:23:33 2006
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Mon, 27 Feb 2006 16:23:33 -0800
Subject: [rt-users] System error
In-Reply-To: <20060228001602.76404.qmail@web33809.mail.mud.yahoo.com>
References: <20060228001602.76404.qmail@web33809.mail.mud.yahoo.com>
Message-ID: <44039805.7020205@gmail.com>

chown -R apache:apache /opt/rtr/var/mason_date
chmod -R 770 /opt/rt3/var/mason_data

apachectl stop
rm -fr /opt/rt3/var/mason_data/*

apachectl start(ssl)


pray

drink some coffee.

zhou jian wrote:
> You are a genius. I trusted too much about $35 dollar
> book. Please take a look at the system error below.
> What type of permission should I give to /opt/rt3/var.
> I installed everything by default with root user. Hope
> it is the last one.
> 
> 
> 
> System error
> error:  	mkdir /opt/rt3/var/mason_data/obj: Permission
> denied at
> /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Compiler/ToObject.pm
> line 102
> context:  	
> ...  	
> 265:  	# whether they should generate a full stack
> trace (confess() and cluck())
> 266:  	# or simply report the caller's package
> (croak() and carp()), respectively.
> 267:  	# confess() and croak() die, carp() and cluck()
> warn.
> 268:  	
> 269:  	sub croak { die shortmess @_ }
> 270:  	sub confess { die longmess @_ }
> 271:  	sub carp { warn shortmess @_ }
> 272:  	sub cluck { warn longmess @_ }
> 273:  	
> ...  	
> code stack:  	/usr/local/lib/perl5/5.8.8/Carp.pm:269
> /usr/local/lib/perl5/5.8.8/File/Path.pm:168
> /usr/local/lib/perl5/5.8.8/File/Path.pm:161
> /usr/local/lib/perl5/5.8.8/File/Path.pm:161
> /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Compiler/ToObject.pm:102
> /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:434
> /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:238
> /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:204
> /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:97
> /usr/local/lib/perl5/site_perl/5.8.8/Class/Container.pm:275
> /usr/local/lib/perl5/site_perl/5.8.8/Class/Container.pm:353
> /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:348
> /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:869
> /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:823
> /opt/rt3/bin/webmux.pl:123
> -e:0
> 
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam protection around 
> http://mail.yahoo.com 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
> 



From sunzhoujian at yahoo.com  Mon Feb 27 19:30:25 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Mon, 27 Feb 2006 16:30:25 -0800 (PST)
Subject: [rt-users] System error
In-Reply-To: <44039805.7020205@gmail.com>
Message-ID: <20060228003025.47901.qmail@web33812.mail.mud.yahoo.com>

Thanks a lot. I have done this. Right now I can see
the login page of the rt. Thanks for you guys to be
along with me in this journey.

Bizzarely, I can't login in with root password
combination.

"Your username or password is incorrect"

I even tried with my collegeagues' machine. Did you
guys encounter this issue before?

--- Chaim Rieger <chaim.rieger at gmail.com> wrote:

> chown -R apache:apache /opt/rtr/var/mason_date
> chmod -R 770 /opt/rt3/var/mason_data
> 
> apachectl stop
> rm -fr /opt/rt3/var/mason_data/*
> 
> apachectl start(ssl)
> 
> 
> pray
> 
> drink some coffee.
> 
> zhou jian wrote:
> > You are a genius. I trusted too much about $35
> dollar
> > book. Please take a look at the system error
> below.
> > What type of permission should I give to
> /opt/rt3/var.
> > I installed everything by default with root user.
> Hope
> > it is the last one.
> > 
> > 
> > 
> > System error
> > error:  	mkdir /opt/rt3/var/mason_data/obj:
> Permission
> > denied at
> >
>
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Compiler/ToObject.pm
> > line 102
> > context:  	
> > ...  	
> > 265:  	# whether they should generate a full stack
> > trace (confess() and cluck())
> > 266:  	# or simply report the caller's package
> > (croak() and carp()), respectively.
> > 267:  	# confess() and croak() die, carp() and
> cluck()
> > warn.
> > 268:  	
> > 269:  	sub croak { die shortmess @_ }
> > 270:  	sub confess { die longmess @_ }
> > 271:  	sub carp { warn shortmess @_ }
> > 272:  	sub cluck { warn longmess @_ }
> > 273:  	
> > ...  	
> > code stack:  
> /usr/local/lib/perl5/5.8.8/Carp.pm:269
> > /usr/local/lib/perl5/5.8.8/File/Path.pm:168
> > /usr/local/lib/perl5/5.8.8/File/Path.pm:161
> > /usr/local/lib/perl5/5.8.8/File/Path.pm:161
> >
>
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Compiler/ToObject.pm:102
> >
>
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:434
> >
>
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:238
> >
>
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:204
> >
>
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:97
> >
>
/usr/local/lib/perl5/site_perl/5.8.8/Class/Container.pm:275
> >
>
/usr/local/lib/perl5/site_perl/5.8.8/Class/Container.pm:353
> >
>
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:348
> >
>
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:869
> >
>
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:823
> > /opt/rt3/bin/webmux.pl:123
> > -e:0
> > 
> > __________________________________________________
> > Do You Yahoo!?
> > Tired of spam?  Yahoo! Mail has the best spam
> protection around 
> > http://mail.yahoo.com 
> > _______________________________________________
> >
>
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > Be sure to check out the RT Wiki at
> http://wiki.bestpractical.com
> > 
> > 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
> > 
> 
> 


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From sunzhoujian at yahoo.com  Mon Feb 27 19:38:15 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Mon, 27 Feb 2006 16:38:15 -0800 (PST)
Subject: [rt-users] System error
In-Reply-To: <KAEOKJMDPBFLPBPIINHEKEFHDNAA.agabila@con.mdsnews.com>
Message-ID: <20060228003815.60172.qmail@web33814.mail.mud.yahoo.com>

Yes. I remember that.

I checked the log file of my httpd server. Did you
guys see this before?

[Mon Feb 27 18:32:06 2006] [notice] Apache/2.2.0
(Unix) mod_ssl/2.2.0 OpenSSL/0.9.7a mod_perl/2.0.2
Perl/v5.8.8 configured -- resuming normal operations
[Tue Feb 28 00:32:09 2006] [error]: FAILED LOGIN for
root from 128.255.163.124
(/opt/rt3/share/html/autohandler:191)
[Tue Feb 28 00:32:13 2006] [error]: FAILED LOGIN for
root from 128.255.163.124
(/opt/rt3/share/html/autohandler:191)


--- Anthony Gabila <agabila at con.mdsnews.com> wrote:

> default password is "password" i think.
> its in the README file.
> 
> 
> 
> -----Original Message-----
> From: zhou jian [mailto:sunzhoujian at yahoo.com]
> Sent: Tuesday, 28 February 2006 11:30 AM
> To: Chaim Rieger
> Cc: agabila at con.mdsnews.com;
> rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] System error
> 
> 
> Thanks a lot. I have done this. Right now I can see
> the login page of the rt. Thanks for you guys to be
> along with me in this journey.
> 
> Bizzarely, I can't login in with root password
> combination.
> 
> "Your username or password is incorrect"
> 
> I even tried with my collegeagues' machine. Did you
> guys encounter this issue before?
> 
> --- Chaim Rieger <chaim.rieger at gmail.com> wrote:
> 
> > chown -R apache:apache /opt/rtr/var/mason_date
> > chmod -R 770 /opt/rt3/var/mason_data
> > 
> > apachectl stop
> > rm -fr /opt/rt3/var/mason_data/*
> > 
> > apachectl start(ssl)
> > 
> > 
> > pray
> > 
> > drink some coffee.
> > 
> > zhou jian wrote:
> > > You are a genius. I trusted too much about $35
> > dollar
> > > book. Please take a look at the system error
> > below.
> > > What type of permission should I give to
> > /opt/rt3/var.
> > > I installed everything by default with root
> user.
> > Hope
> > > it is the last one.
> > > 
> > > 
> > > 
> > > System error
> > > error:  	mkdir /opt/rt3/var/mason_data/obj:
> > Permission
> > > denied at
> > >
> >
>
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Compiler/ToObject.pm
> > > line 102
> > > context:  	
> > > ...  	
> > > 265:  	# whether they should generate a full
> stack
> > > trace (confess() and cluck())
> > > 266:  	# or simply report the caller's package
> > > (croak() and carp()), respectively.
> > > 267:  	# confess() and croak() die, carp() and
> > cluck()
> > > warn.
> > > 268:  	
> > > 269:  	sub croak { die shortmess @_ }
> > > 270:  	sub confess { die longmess @_ }
> > > 271:  	sub carp { warn shortmess @_ }
> > > 272:  	sub cluck { warn longmess @_ }
> > > 273:  	
> > > ...  	
> > > code stack:  
> > /usr/local/lib/perl5/5.8.8/Carp.pm:269
> > > /usr/local/lib/perl5/5.8.8/File/Path.pm:168
> > > /usr/local/lib/perl5/5.8.8/File/Path.pm:161
> > > /usr/local/lib/perl5/5.8.8/File/Path.pm:161
> > >
> >
>
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Compiler/ToObject.pm:102
> > >
> >
>
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:434
> > >
> >
>
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:238
> > >
> >
>
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:204
> > >
> >
>
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:97
> > >
> >
>
/usr/local/lib/perl5/site_perl/5.8.8/Class/Container.pm:275
> > >
> >
>
/usr/local/lib/perl5/site_perl/5.8.8/Class/Container.pm:353
> > >
> >
>
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:348
> > >
> >
>
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:869
> > >
> >
>
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:823
> > > /opt/rt3/bin/webmux.pl:123
> > > -e:0
> > > 
> > >
> __________________________________________________
> > > Do You Yahoo!?
> > > Tired of spam?  Yahoo! Mail has the best spam
> > protection around 
> > > http://mail.yahoo.com 
> > > _______________________________________________
> > >
> >
>
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > > 
> > > Be sure to check out the RT Wiki at
> > http://wiki.bestpractical.com
> > > 
> > > 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
> > > 
> > 
> > 
> 
> 
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam
> protection around 
> http://mail.yahoo.com 
> 
> 
> 


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From sunzhoujian at yahoo.com  Mon Feb 27 19:43:57 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Mon, 27 Feb 2006 16:43:57 -0800 (PST)
Subject: [rt-users] login problem
In-Reply-To: <KAEOKJMDPBFLPBPIINHEKEFHDNAA.agabila@con.mdsnews.com>
Message-ID: <20060228004357.54075.qmail@web33813.mail.mud.yahoo.com>

I took a brief look at the code of autohandler and
have no clue yet. I still couldn't login with root,
password  combination. It is my first time for
installing RT.




                                                      
                                                      
                             
/////////////////////////////////////////////////////////
    # If the user isn't privileged, they can only see
SelfService
    if ((! $session{'CurrentUser'}->Privileged) and
        ($m->base_comp->path !~ '^(/+)SelfService/') )
{
        $m->comp('/SelfService/index.html');
        $m->abort();
    }
    else {
        $m->call_next(%ARGS);
    }
}
                                                      
                                                      
                              
# If we have no credentials
else {
    $m->comp('/Elements/Login', %ARGS);
    $m->abort();
}
</%INIT>
<& /Elements/Footer, %ARGS &>
<%ARGS>
$user => undef
$pass => undef
$menu => undef
</%ARGS>


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From lists at akphs.com  Mon Feb 27 19:48:46 2006
From: lists at akphs.com (Phil Smith III)
Date: Mon, 27 Feb 2006 19:48:46 -0500
Subject: [rt-users] RTFM rights problem
Message-ID: <20060228004927.E8A234D8217@diesel.bestpractical.com>

I posted this earlier but didn't see it come through; perhaps it got eaten.

I've installed RTFM and it works fine -- for privileged users.  Unprivileged users can't see it at all (when one logs in, there's no sign of RTFM).  I've enabled all the rights I can think of that make any sense (and then some -- all the RTFM rights except the Adminxxx and Show/Modify ACL, same for the Class and the Custom Field I'm using) and still no sign of RTFM for unprivileged users.  What am I missing?

...phsiii



From chaim.rieger at gmail.com  Mon Feb 27 19:51:59 2006
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Mon, 27 Feb 2006 16:51:59 -0800
Subject: [rt-users] login problem
In-Reply-To: <20060228004357.54075.qmail@web33813.mail.mud.yahoo.com>
References: <20060228004357.54075.qmail@web33813.mail.mud.yahoo.com>
Message-ID: <44039EAF.6090406@gmail.com>

do me a favor on your host via command line

mysql -u root -p
show databases;
use rt3;
show tables;

exit



send us the output.

thanx



zhou jian wrote:
> I took a brief look at the code of autohandler and
> have no clue yet. I still couldn't login with root,
> password  combination. It is my first time for
> installing RT.
> 
> 
> 
> 
>                                                       
>                                                       
>                              
> /////////////////////////////////////////////////////////
>     # If the user isn't privileged, they can only see
> SelfService
>     if ((! $session{'CurrentUser'}->Privileged) and
>         ($m->base_comp->path !~ '^(/+)SelfService/') )
> {
>         $m->comp('/SelfService/index.html');
>         $m->abort();
>     }
>     else {
>         $m->call_next(%ARGS);
>     }
> }
>                                                       
>                                                       
>                               
> # If we have no credentials
> else {
>     $m->comp('/Elements/Login', %ARGS);
>     $m->abort();
> }
> </%INIT>
> <& /Elements/Footer, %ARGS &>
> <%ARGS>
> $user => undef
> $pass => undef
> $menu => undef
> </%ARGS>
> 
> 
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam protection around 
> http://mail.yahoo.com 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
> 



From sunzhoujian at yahoo.com  Mon Feb 27 19:56:03 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Mon, 27 Feb 2006 16:56:03 -0800 (PST)
Subject: [rt-users] login problem
In-Reply-To: <44039EAF.6090406@gmail.com>
Message-ID: <20060228005603.85209.qmail@web33806.mail.mud.yahoo.com>


mysql> SHOW DATABASES
    -> ;
+--------------------+
| Database           |
+--------------------+
| information_schema |
| mysql              |
| rt3                |
| test               |
+--------------------+
4 rows in set (0.05 sec)
 
mysql> DATABASE rt3;
ERROR 1064 (42000): You have an error in your SQL
syntax; check the manual that corresponds to your
MySQL server version for the right syntax to use near
'DATABASE rt3' at line 1
mysql> use rt3
Database changed
mysql> show tables
    -> ;
+-------------------------+
| Tables_in_rt3           |
+-------------------------+
| ACL                     |
| Attachments             |
| Attributes              |
| CachedGroupMembers      |
| CustomFieldValues       |
| CustomFields            |
| GroupMembers            |
| Groups                  |
| Links                   |
| ObjectCustomFieldValues |
| ObjectCustomFields      |
| Principals              |
| Queues                  |
| ScripActions            |
| ScripConditions         |
| Scrips                  |
| Templates               |
| Tickets                 |
| Transactions            |
| Users                   |
| sessions                |
+-------------------------+
21 rows in set (0.00 sec)

Here they are!
--- Chaim Rieger <chaim.rieger at gmail.com> wrote:

> do me a favor on your host via command line
> 
> mysql -u root -p
> show databases;
> use rt3;
> show tables;
> 
> exit
> 
> 
> 
> send us the output.
> 
> thanx
> 
> 
> 
> zhou jian wrote:
> > I took a brief look at the code of autohandler and
> > have no clue yet. I still couldn't login with
> root,
> > password  combination. It is my first time for
> > installing RT.
> > 
> > 
> > 
> > 
> >                                                   
>    
> >                                                   
>    
> >                              
> >
>
/////////////////////////////////////////////////////////
> >     # If the user isn't privileged, they can only
> see
> > SelfService
> >     if ((! $session{'CurrentUser'}->Privileged)
> and
> >         ($m->base_comp->path !~
> '^(/+)SelfService/') )
> > {
> >         $m->comp('/SelfService/index.html');
> >         $m->abort();
> >     }
> >     else {
> >         $m->call_next(%ARGS);
> >     }
> > }
> >                                                   
>    
> >                                                   
>    
> >                               
> > # If we have no credentials
> > else {
> >     $m->comp('/Elements/Login', %ARGS);
> >     $m->abort();
> > }
> > </%INIT>
> > <& /Elements/Footer, %ARGS &>
> > <%ARGS>
> > $user => undef
> > $pass => undef
> > $menu => undef
> > </%ARGS>
> > 
> > 
> > __________________________________________________
> > Do You Yahoo!?
> > Tired of spam?  Yahoo! Mail has the best spam
> protection around 
> > http://mail.yahoo.com 
> > _______________________________________________
> >
>
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > Be sure to check out the RT Wiki at
> http://wiki.bestpractical.com
> > 
> > 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
> > 
> 
> 


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From sean at kspei.com  Mon Feb 27 19:59:29 2006
From: sean at kspei.com (sean)
Date: Mon, 27 Feb 2006 18:59:29 -0600
Subject: [rt-users] rt2-to-rt3
Message-ID: <4403A071.7040206@kspei.com>

Is anyone still supporting these scripts?  We're having some problems 
getting them to work and would really love some help...


From chaim.rieger at gmail.com  Mon Feb 27 20:03:44 2006
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Mon, 27 Feb 2006 17:03:44 -0800
Subject: [rt-users] login problem
In-Reply-To: <20060228005603.85209.qmail@web33806.mail.mud.yahoo.com>
References: <20060228005603.85209.qmail@web33806.mail.mud.yahoo.com>
Message-ID: <4403A170.9090803@gmail.com>

ok so you populated the database with info thats good
now can you please post your Siteconfig.pm


zhou jian wrote:
> mysql> SHOW DATABASES
>     -> ;
> +--------------------+
> | Database           |
> +--------------------+
> | information_schema |
> | mysql              |
> | rt3                |
> | test               |
> +--------------------+
> 4 rows in set (0.05 sec)
>  
> mysql> DATABASE rt3;
> ERROR 1064 (42000): You have an error in your SQL
> syntax; check the manual that corresponds to your
> MySQL server version for the right syntax to use near
> 'DATABASE rt3' at line 1
> mysql> use rt3
> Database changed
> mysql> show tables
>     -> ;
> +-------------------------+
> | Tables_in_rt3           |
> +-------------------------+
> | ACL                     |
> | Attachments             |
> | Attributes              |
> | CachedGroupMembers      |
> | CustomFieldValues       |
> | CustomFields            |
> | GroupMembers            |
> | Groups                  |
> | Links                   |
> | ObjectCustomFieldValues |
> | ObjectCustomFields      |
> | Principals              |
> | Queues                  |
> | ScripActions            |
> | ScripConditions         |
> | Scrips                  |
> | Templates               |
> | Tickets                 |
> | Transactions            |
> | Users                   |
> | sessions                |
> +-------------------------+
> 21 rows in set (0.00 sec)
> 
> Here they are!
> --- Chaim Rieger <chaim.rieger at gmail.com> wrote:
> 
>> do me a favor on your host via command line
>>
>> mysql -u root -p
>> show databases;
>> use rt3;
>> show tables;
>>
>> exit
>>
>>
>>
>> send us the output.
>>
>> thanx
>>
>>
>>
>> zhou jian wrote:
>>> I took a brief look at the code of autohandler and
>>> have no clue yet. I still couldn't login with
>> root,
>>> password  combination. It is my first time for
>>> installing RT.
>>>
>>>
>>>
>>>
>>>                                                   
>>    
>>>                                                   
>>    
>>>                              
>>>
> /////////////////////////////////////////////////////////
>>>     # If the user isn't privileged, they can only
>> see
>>> SelfService
>>>     if ((! $session{'CurrentUser'}->Privileged)
>> and
>>>         ($m->base_comp->path !~
>> '^(/+)SelfService/') )
>>> {
>>>         $m->comp('/SelfService/index.html');
>>>         $m->abort();
>>>     }
>>>     else {
>>>         $m->call_next(%ARGS);
>>>     }
>>> }
>>>                                                   
>>    
>>>                                                   
>>    
>>>                               
>>> # If we have no credentials
>>> else {
>>>     $m->comp('/Elements/Login', %ARGS);
>>>     $m->abort();
>>> }
>>> </%INIT>
>>> <& /Elements/Footer, %ARGS &>
>>> <%ARGS>
>>> $user => undef
>>> $pass => undef
>>> $menu => undef
>>> </%ARGS>
>>>
>>>
>>> __________________________________________________
>>> Do You Yahoo!?
>>> Tired of spam?  Yahoo! Mail has the best spam
>> protection around 
>>> http://mail.yahoo.com 
>>> _______________________________________________
>>>
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>> Be sure to check out the RT Wiki at
>> http://wiki.bestpractical.com
>>> 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
>>
> 
> 
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam protection around 
> http://mail.yahoo.com 
> 



From sunzhoujian at yahoo.com  Mon Feb 27 20:10:14 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Mon, 27 Feb 2006 17:10:14 -0800 (PST)
Subject: [rt-users] login problem
In-Reply-To: <4403A170.9090803@gmail.com>
Message-ID: <20060228011014.87235.qmail@web33803.mail.mud.yahoo.com>

I am away from my machine. However, I only made one
change to my siteconfig.pm. Just added the ipaddress
to the Set($WebBaseURL,"myipaddress"); I didn't even
configure the email right now.

--- Chaim Rieger <chaim.rieger at gmail.com> wrote:

> ok so you populated the database with info thats
> good
> now can you please post your Siteconfig.pm
> 
> 
> zhou jian wrote:
> > mysql> SHOW DATABASES
> >     -> ;
> > +--------------------+
> > | Database           |
> > +--------------------+
> > | information_schema |
> > | mysql              |
> > | rt3                |
> > | test               |
> > +--------------------+
> > 4 rows in set (0.05 sec)
> >  
> > mysql> DATABASE rt3;
> > ERROR 1064 (42000): You have an error in your SQL
> > syntax; check the manual that corresponds to your
> > MySQL server version for the right syntax to use
> near
> > 'DATABASE rt3' at line 1
> > mysql> use rt3
> > Database changed
> > mysql> show tables
> >     -> ;
> > +-------------------------+
> > | Tables_in_rt3           |
> > +-------------------------+
> > | ACL                     |
> > | Attachments             |
> > | Attributes              |
> > | CachedGroupMembers      |
> > | CustomFieldValues       |
> > | CustomFields            |
> > | GroupMembers            |
> > | Groups                  |
> > | Links                   |
> > | ObjectCustomFieldValues |
> > | ObjectCustomFields      |
> > | Principals              |
> > | Queues                  |
> > | ScripActions            |
> > | ScripConditions         |
> > | Scrips                  |
> > | Templates               |
> > | Tickets                 |
> > | Transactions            |
> > | Users                   |
> > | sessions                |
> > +-------------------------+
> > 21 rows in set (0.00 sec)
> > 
> > Here they are!
> > --- Chaim Rieger <chaim.rieger at gmail.com> wrote:
> > 
> >> do me a favor on your host via command line
> >>
> >> mysql -u root -p
> >> show databases;
> >> use rt3;
> >> show tables;
> >>
> >> exit
> >>
> >>
> >>
> >> send us the output.
> >>
> >> thanx
> >>
> >>
> >>
> >> zhou jian wrote:
> >>> I took a brief look at the code of autohandler
> and
> >>> have no clue yet. I still couldn't login with
> >> root,
> >>> password  combination. It is my first time for
> >>> installing RT.
> >>>
> >>>
> >>>
> >>>
> >>>                                                 
>  
> >>    
> >>>                                                 
>  
> >>    
> >>>                              
> >>>
> >
>
/////////////////////////////////////////////////////////
> >>>     # If the user isn't privileged, they can
> only
> >> see
> >>> SelfService
> >>>     if ((! $session{'CurrentUser'}->Privileged)
> >> and
> >>>         ($m->base_comp->path !~
> >> '^(/+)SelfService/') )
> >>> {
> >>>         $m->comp('/SelfService/index.html');
> >>>         $m->abort();
> >>>     }
> >>>     else {
> >>>         $m->call_next(%ARGS);
> >>>     }
> >>> }
> >>>                                                 
>  
> >>    
> >>>                                                 
>  
> >>    
> >>>                               
> >>> # If we have no credentials
> >>> else {
> >>>     $m->comp('/Elements/Login', %ARGS);
> >>>     $m->abort();
> >>> }
> >>> </%INIT>
> >>> <& /Elements/Footer, %ARGS &>
> >>> <%ARGS>
> >>> $user => undef
> >>> $pass => undef
> >>> $menu => undef
> >>> </%ARGS>
> >>>
> >>>
> >>>
> __________________________________________________
> >>> Do You Yahoo!?
> >>> Tired of spam?  Yahoo! Mail has the best spam
> >> protection around 
> >>> http://mail.yahoo.com 
> >>> _______________________________________________
> >>>
> >
>
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >>> Be sure to check out the RT Wiki at
> >> http://wiki.bestpractical.com
> >>> 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
> >>
> > 
> > 
> > __________________________________________________
> > Do You Yahoo!?
> > Tired of spam?  Yahoo! Mail has the best spam
> protection around 
> > http://mail.yahoo.com 
> > 
> 
> 


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From sunzhoujian at yahoo.com  Mon Feb 27 20:10:24 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Mon, 27 Feb 2006 17:10:24 -0800 (PST)
Subject: [rt-users] login problem
In-Reply-To: <4403A170.9090803@gmail.com>
Message-ID: <20060228011024.51723.qmail@web33804.mail.mud.yahoo.com>

I am away from my machine. However, I only made one
change to my siteconfig.pm. Just added the ipaddress
to the Set($WebBaseURL,"myipaddress"); I didn't even
configure the email right now.

--- Chaim Rieger <chaim.rieger at gmail.com> wrote:

> ok so you populated the database with info thats
> good
> now can you please post your Siteconfig.pm
> 
> 
> zhou jian wrote:
> > mysql> SHOW DATABASES
> >     -> ;
> > +--------------------+
> > | Database           |
> > +--------------------+
> > | information_schema |
> > | mysql              |
> > | rt3                |
> > | test               |
> > +--------------------+
> > 4 rows in set (0.05 sec)
> >  
> > mysql> DATABASE rt3;
> > ERROR 1064 (42000): You have an error in your SQL
> > syntax; check the manual that corresponds to your
> > MySQL server version for the right syntax to use
> near
> > 'DATABASE rt3' at line 1
> > mysql> use rt3
> > Database changed
> > mysql> show tables
> >     -> ;
> > +-------------------------+
> > | Tables_in_rt3           |
> > +-------------------------+
> > | ACL                     |
> > | Attachments             |
> > | Attributes              |
> > | CachedGroupMembers      |
> > | CustomFieldValues       |
> > | CustomFields            |
> > | GroupMembers            |
> > | Groups                  |
> > | Links                   |
> > | ObjectCustomFieldValues |
> > | ObjectCustomFields      |
> > | Principals              |
> > | Queues                  |
> > | ScripActions            |
> > | ScripConditions         |
> > | Scrips                  |
> > | Templates               |
> > | Tickets                 |
> > | Transactions            |
> > | Users                   |
> > | sessions                |
> > +-------------------------+
> > 21 rows in set (0.00 sec)
> > 
> > Here they are!
> > --- Chaim Rieger <chaim.rieger at gmail.com> wrote:
> > 
> >> do me a favor on your host via command line
> >>
> >> mysql -u root -p
> >> show databases;
> >> use rt3;
> >> show tables;
> >>
> >> exit
> >>
> >>
> >>
> >> send us the output.
> >>
> >> thanx
> >>
> >>
> >>
> >> zhou jian wrote:
> >>> I took a brief look at the code of autohandler
> and
> >>> have no clue yet. I still couldn't login with
> >> root,
> >>> password  combination. It is my first time for
> >>> installing RT.
> >>>
> >>>
> >>>
> >>>
> >>>                                                 
>  
> >>    
> >>>                                                 
>  
> >>    
> >>>                              
> >>>
> >
>
/////////////////////////////////////////////////////////
> >>>     # If the user isn't privileged, they can
> only
> >> see
> >>> SelfService
> >>>     if ((! $session{'CurrentUser'}->Privileged)
> >> and
> >>>         ($m->base_comp->path !~
> >> '^(/+)SelfService/') )
> >>> {
> >>>         $m->comp('/SelfService/index.html');
> >>>         $m->abort();
> >>>     }
> >>>     else {
> >>>         $m->call_next(%ARGS);
> >>>     }
> >>> }
> >>>                                                 
>  
> >>    
> >>>                                                 
>  
> >>    
> >>>                               
> >>> # If we have no credentials
> >>> else {
> >>>     $m->comp('/Elements/Login', %ARGS);
> >>>     $m->abort();
> >>> }
> >>> </%INIT>
> >>> <& /Elements/Footer, %ARGS &>
> >>> <%ARGS>
> >>> $user => undef
> >>> $pass => undef
> >>> $menu => undef
> >>> </%ARGS>
> >>>
> >>>
> >>>
> __________________________________________________
> >>> Do You Yahoo!?
> >>> Tired of spam?  Yahoo! Mail has the best spam
> >> protection around 
> >>> http://mail.yahoo.com 
> >>> _______________________________________________
> >>>
> >
>
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >>> Be sure to check out the RT Wiki at
> >> http://wiki.bestpractical.com
> >>> 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
> >>
> > 
> > 
> > __________________________________________________
> > Do You Yahoo!?
> > Tired of spam?  Yahoo! Mail has the best spam
> protection around 
> > http://mail.yahoo.com 
> > 
> 
> 


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From chaim.rieger at gmail.com  Mon Feb 27 20:14:04 2006
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Mon, 27 Feb 2006 17:14:04 -0800
Subject: [rt-users] login problem
In-Reply-To: <20060228011024.51723.qmail@web33804.mail.mud.yahoo.com>
References: <20060228011024.51723.qmail@web33804.mail.mud.yahoo.com>
Message-ID: <4403A3DC.6080506@gmail.com>

change it to the dns name that you have defined in apache as ServerName




zhou jian wrote:
> I am away from my machine. However, I only made one
> change to my siteconfig.pm. Just added the ipaddress
> to the Set($WebBaseURL,"myipaddress"); I didn't even
> configure the email right now.
> 
> --- Chaim Rieger <chaim.rieger at gmail.com> wrote:
> 
>> ok so you populated the database with info thats
>> good
>> now can you please post your Siteconfig.pm
>>
>>
>> zhou jian wrote:
>>> mysql> SHOW DATABASES
>>>     -> ;
>>> +--------------------+
>>> | Database           |
>>> +--------------------+
>>> | information_schema |
>>> | mysql              |
>>> | rt3                |
>>> | test               |
>>> +--------------------+
>>> 4 rows in set (0.05 sec)
>>>  
>>> mysql> DATABASE rt3;
>>> ERROR 1064 (42000): You have an error in your SQL
>>> syntax; check the manual that corresponds to your
>>> MySQL server version for the right syntax to use
>> near
>>> 'DATABASE rt3' at line 1
>>> mysql> use rt3
>>> Database changed
>>> mysql> show tables
>>>     -> ;
>>> +-------------------------+
>>> | Tables_in_rt3           |
>>> +-------------------------+
>>> | ACL                     |
>>> | Attachments             |
>>> | Attributes              |
>>> | CachedGroupMembers      |
>>> | CustomFieldValues       |
>>> | CustomFields            |
>>> | GroupMembers            |
>>> | Groups                  |
>>> | Links                   |
>>> | ObjectCustomFieldValues |
>>> | ObjectCustomFields      |
>>> | Principals              |
>>> | Queues                  |
>>> | ScripActions            |
>>> | ScripConditions         |
>>> | Scrips                  |
>>> | Templates               |
>>> | Tickets                 |
>>> | Transactions            |
>>> | Users                   |
>>> | sessions                |
>>> +-------------------------+
>>> 21 rows in set (0.00 sec)
>>>
>>> Here they are!
>>> --- Chaim Rieger <chaim.rieger at gmail.com> wrote:
>>>
>>>> do me a favor on your host via command line
>>>>
>>>> mysql -u root -p
>>>> show databases;
>>>> use rt3;
>>>> show tables;
>>>>
>>>> exit
>>>>
>>>>
>>>>
>>>> send us the output.
>>>>
>>>> thanx
>>>>
>>>>
>>>>
>>>> zhou jian wrote:
>>>>> I took a brief look at the code of autohandler
>> and
>>>>> have no clue yet. I still couldn't login with
>>>> root,
>>>>> password  combination. It is my first time for
>>>>> installing RT.
>>>>>
>>>>>
>>>>>
>>>>>
>>>>>                                                 
>>  
>>>>    
>>>>>                                                 
>>  
>>>>    
>>>>>                              
>>>>>
> /////////////////////////////////////////////////////////
>>>>>     # If the user isn't privileged, they can
>> only
>>>> see
>>>>> SelfService
>>>>>     if ((! $session{'CurrentUser'}->Privileged)
>>>> and
>>>>>         ($m->base_comp->path !~
>>>> '^(/+)SelfService/') )
>>>>> {
>>>>>         $m->comp('/SelfService/index.html');
>>>>>         $m->abort();
>>>>>     }
>>>>>     else {
>>>>>         $m->call_next(%ARGS);
>>>>>     }
>>>>> }
>>>>>                                                 
>>  
>>>>    
>>>>>                                                 
>>  
>>>>    
>>>>>                               
>>>>> # If we have no credentials
>>>>> else {
>>>>>     $m->comp('/Elements/Login', %ARGS);
>>>>>     $m->abort();
>>>>> }
>>>>> </%INIT>
>>>>> <& /Elements/Footer, %ARGS &>
>>>>> <%ARGS>
>>>>> $user => undef
>>>>> $pass => undef
>>>>> $menu => undef
>>>>> </%ARGS>
>>>>>
>>>>>
>>>>>
>> __________________________________________________
>>>>> Do You Yahoo!?
>>>>> Tired of spam?  Yahoo! Mail has the best spam
>>>> protection around 
>>>>> http://mail.yahoo.com 
>>>>> _______________________________________________
>>>>>
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>> Be sure to check out the RT Wiki at
>>>> http://wiki.bestpractical.com
>>>>> 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
>>>>
>>>
>>> __________________________________________________
>>> Do You Yahoo!?
>>> Tired of spam?  Yahoo! Mail has the best spam
>> protection around 
>>> http://mail.yahoo.com 
>>>
>>
> 
> 
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam protection around 
> http://mail.yahoo.com 
> 



From jesse at bestpractical.com  Mon Feb 27 20:35:35 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 27 Feb 2006 20:35:35 -0500
Subject: [rt-users] rt2-to-rt3
In-Reply-To: <4403A071.7040206@kspei.com>
References: <4403A071.7040206@kspei.com>
Message-ID: <20060228013535.GI31943@bestpractical.com>



On Mon, Feb 27, 2006 at 06:59:29PM -0600, sean wrote:
> Is anyone still supporting these scripts?  We're having some problems 
> getting them to work and would really love some help...

Mostly, we only ever "supported" it for our customers, though there's a
fair body of knowledge on the lists.  The "quick" hint is to go with the
versions of RT and DBIx::SearchBuilder that were current when it was
released and then upgrade.

Jesse



From sean at kspei.com  Mon Feb 27 20:36:02 2006
From: sean at kspei.com (sean)
Date: Mon, 27 Feb 2006 19:36:02 -0600
Subject: [rt-users] changes in the database 
Message-ID: <4403A902.2090202@kspei.com>

Have there been any significant changes in the database in the version 
3.x series?  Like, say, between 3.0.x and 3.2.x?

Thanks,

sean


From jesse at bestpractical.com  Mon Feb 27 20:38:32 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 27 Feb 2006 20:38:32 -0500
Subject: [rt-users] changes in the database
In-Reply-To: <4403A902.2090202@kspei.com>
References: <4403A902.2090202@kspei.com>
Message-ID: <20060228013832.GJ31943@bestpractical.com>




On Mon, Feb 27, 2006 at 07:36:02PM -0600, sean wrote:
> Have there been any significant changes in the database in the version 
> 3.x series?  Like, say, between 3.0.x and 3.2.x?

3.2 added a table. Have a look at etc/upgrade/*/schema*

Jesse


From sean at kspei.com  Mon Feb 27 20:38:55 2006
From: sean at kspei.com (sean)
Date: Mon, 27 Feb 2006 19:38:55 -0600
Subject: [rt-users] re: rt2-to-rt3
Message-ID: <4403A9AF.60101@kspei.com>

How do I tell what version was current for 1.8 or 1.9?  I"m really not 
trying to be annoying, I appreciate your time.


From sean at kspei.com  Mon Feb 27 20:44:57 2006
From: sean at kspei.com (sean)
Date: Mon, 27 Feb 2006 19:44:57 -0600
Subject: [rt-users] rt2-to-rt3 never mind
Message-ID: <4403AB19.5030508@kspei.com>

    Never mind, I found it. Sorry.

Quick question though.  If I'm going to start with version 3.0, do I 
have to upgrade incrementilly, or can I just go straight to the newest 
version?


From keri at bestpractical.com  Mon Feb 27 21:14:12 2006
From: keri at bestpractical.com (Keri Shaughnessy)
Date: Mon, 27 Feb 2006 21:14:12 -0500
Subject: [rt-users] [Rt-announce] Announcing Hosted RT with Gossamer Host
Message-ID: <CE6993FD-347B-4712-9B35-EBD0A0EB500F@bestpractical.com>

We're excited to announce that we've partnered with Gossamer Host to  
provide a managed hosting platform for Request Tracker. Gossamer has  
been developing applications in Perl since 1995. The Gossamer staff  
has developed a fast and powerful platform to run RT and know how to  
keep RT running well for you -- they've been using it themselves  
since 2001.

Key Features of Hosted RT with Gossamer Host
____________________________________________

Performance:  Gossamer's servers were developed and built by Perl  
developers. They have years of experience running demanding Perl  
applications, and have mod_perl setup the way it should be. They will  
keep your RT installation running smoothly.

Managed Service:  All of Gossamer's plans are on fully managed  
servers that include regular updates, security patches, and 24x7x365  
monitoring. Not only is the server monitored, but they will monitor  
at the application level to ensure RT is running properly.

Single Point of Support:  If anything is wrong with your RT  
installation, whether it is hardware or software, Gossamer will take  
care of it immediately. Their staff are also experts in Perl, and are  
available for enhancements and customization of RT.

Scalable:  Gossamer can upgrade or downgrade your RT installation  
seamlessly, letting it grow as your needs grow.

Full Access to Source:  You will have full access to the source of  
your RT installation, as well as full access to your RT mod_perl  
server and SQL database.

Anti Virus/Anti Spam:  All of Gossamer's plans support anti-virus and  
anti-spam filtering technologies to ensure you don't spend your time  
dealing with spam.


Request Tracker Hosting Plans
_____________________________

Gossamer offers four different hosting plans for RT. If you are  
unsure of what would be the best fit for you, please contact them  
with the details on how you plan to use RT.

Bronze -- $125 a month
* For companies processing up to 500 tickets per month
* Shared Server -- Dual AMD Opteron Server, 4 GB of RAM, 73 GB RAID 1  
Drives, 64 bit Linux

Silver -- $350 a month
* For companies processing up to 1000 tickets per month
* Dedicated Server -- Single AMD Opteron Server, 1 GB RAM, 40 GB Drives

Gold -- $800 a month
* For companies processing up to 5000 tickets per month
* Dedicated Server -- Dual AMD Opteron Server, 4 GB of RAM, 73 GB  
RAID 1 Drives, 64 bit Linux

Platinum -- $3250 a month
* Unlimited tickets per month
* Custom Cluster -- please contact Gossamer for more information

Special Promotions
__________________

Gossamer Threads is offer the following promotions on all new hosted  
RT installations:
* Installation of the latest version of RT and one hour of  
consultation included
* Free copy of RT Essentials
* 30-day money back guarantee

For more information on Gossamer Threads services and pricing for RT,  
please visit their website at http://www.gossamerthreads.com/hosting/ 
request_tracker.html or contact us directly at sales at bestpractical.com.
_______________________________________________
RT-Announce mailing list
RT-Announce at lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce


From bear at 247ms.com  Tue Feb 28 07:05:08 2006
From: bear at 247ms.com (=?iso-8859-1?Q?Bj=F8rn_Skovlund_Ryd=E9n?=)
Date: Tue, 28 Feb 2006 13:05:08 +0100
Subject: [rt-users] Issues with stored search.
Message-ID: <28612698BFE51241AB8EF079C3230A8B43342C@EXC-1.247ms.com>

Hi all,

Somewhere along the way, someone edited my global "[_1] newest unowned tickets" search query.

I managed to revert it to the original, but now the generated output is messed up. In the overview, I don't get the case-titles as links anymore, nor the ID. How do I fix that? It's like this for all users.

Furthermore, I'm running 3.5.2 in some version (grabbed from svn/cvs) and it seems that there is an issue with Thomas' lovely new layout on IE - it looks great on Firefox, but on IE it messes up some places. Is this something that has been fixed in a newer version?

Cheers, Bj?rn


From lists at akphs.com  Tue Feb 28 09:38:17 2006
From: lists at akphs.com (Phil Smith III)
Date: Tue, 28 Feb 2006 09:38:17 -0500
Subject: [rt-users] RTFM rights problem
Message-ID: <021c01c63c74$9cf8c5e0$6a01090a@Basement2>

OK, I see now that RTFM isn't enabled for non-privileged users.  Alas, that makes it kinda useless.

Has anyone looked into how hard it would be to enable?

...phsiii



From plummer at geneseo.edu  Tue Feb 28 10:17:24 2006
From: plummer at geneseo.edu (Shawn Plummer)
Date: Tue, 28 Feb 2006 10:17:24 -0500
Subject: [rt-users] New error
Message-ID: <3B7F6E2B-3646-4DE9-8F7C-EA8D2C4D4D04@geneseo.edu>

I recently deleted my test rt directory. I installed a new one from  
the source files with the same configure string. I rebuilt the  
RT_SiteConfig.pm to the best of my knowledge. Now when I launch the  
web server it gives the following error.

Starting httpd: [Tue Feb 28 10:13:00 2006] [error] Can't locate  
object method "server" via package "Apache" at /opt/rt34devel/lib/RT/ 
Interface/Web/Handler.pm line 121.\nCompilation failed in require at  
(eval 2) line 1.\n
[Tue Feb 28 10:13:00 2006] [error] Can't load Perl file: /opt/ 
rt34devel/bin/webmux.pl for server rt.geneseo.edu:0, exiting...

Does anyone have any ideas on this error.

I think I set the below 2 values the same as they were before. Is  
there somewhere in the database I can look to find out what the  
values were previously? In any case I can't imagine these being  
different would cause the above error.
Set( $rtname, 'SUNY Geneseo');
Set($Organization , "rt.geneseo.edu");


~~~~~~~~~~~~~
Shawn Plummer
Systems Manager
CIT SUNY Geneseo
"The mind can make substance, and people planets of its own with  
beings brighter than have been, and give a breath to forms which can  
outlive all flesh." -Lord Byron



From sturner at MIT.EDU  Tue Feb 28 11:16:52 2006
From: sturner at MIT.EDU (Stephen Turner)
Date: Tue, 28 Feb 2006 11:16:52 -0500
Subject: [rt-users] RTx-shredder with a very large database
In-Reply-To: <Pine.LNX.4.44.0602271142130.4028-100000@netra.cs.yale.edu>
References: <Pine.LNX.4.44.0602271142130.4028-100000@netra.cs.yale.edu>
Message-ID: <6.2.1.2.2.20060228111135.0393d520@po14.mit.edu>

At Monday 2/27/2006 01:37 PM, Jim Faulkner wrote:

>  /opt/rt3/sbin/rtx-shredder --force --plugin
>'Tickets=queue,ZZSpam;limit,20'
>
>And it took 23 minutes and 17 seconds to complete.  Obviously if it takes
>that long to delete 20 tickets, I cannot use the tool to clean out 250,000
>tickets.
>
>Is there anything I can do to make rtx-shredder significantly faster?  If
>not, does anyone have any advice as to how I should go about cleaning out
>this massive queue?
>
>thanks for any help,
>Jim Faulkner

Hello Jim,

This doesn't solve the problem, but we have been able to shred about 330 
tickets per hour, about 4,000 per night. So you should expect faster 
performance than you've been getting.

How about shredding a single ticket while monitoring all the database 
statements that this invokes. It may help you determine exactly what is 
slowing things down.

Good luck,
Steve




From brendanarnold at gmail.com  Tue Feb 28 12:13:47 2006
From: brendanarnold at gmail.com (Brendan Arnold)
Date: Tue, 28 Feb 2006 17:13:47 +0000
Subject: [rt-users] Comments causing 'Page cannot be displayed' error in
	IE6
In-Reply-To: <20060227180935.GK31943@bestpractical.com>
References: <5ed41c130602270645u6b338ebfp45e8fdf06d10b5bc@mail.gmail.com>
	<20060227180935.GK31943@bestpractical.com>
Message-ID: <5ed41c130602280913i511b66f0sa855f974036ce324@mail.gmail.com>

Yes you are right, it is the perl binary in /usr/local/bin that is
referred to in the shebang line at the top of mason_handler.fcgi, this
is version 5.8.5, I assumed it was /usr/bin/perl that was used.

I suspect the intermittent IE error is caused by one of two reasons,

Apache is sending encrypted content via TLS 1.0 and IE by default does
not accept this. I have enabled TLS 1.0 and so far this seems to work,
although it could just be that the error has not cropped up yet.

The other thing I noticed is that in most web-forms the script is
referred to root relative (i.e. action="/rt/Ticket/Create.html")
whereas the Update form is purely relative (i.e.
action="Update.html"). Would this make a difference?

I am reluctant to upgrade since I don't want to to risk data loss,
settings loss etc.

Regards,

Brendan

On 2/27/06, Jesse Vincent <jesse at bestpractical.com> wrote:
> > Apache 1.3 + FastCGI
> > RT 3.4.2
> > Perl 5.6.1
>
> I think you might have gotten the perl version wrong. There's no way RT
> 3.4 should work on Perl 5.6. (And you might want to try coming up to RT
> 3.4.5 to see if your intermittent IE-only error's been sorted out.)
>


From colin at tti.hn  Tue Feb 28 12:41:45 2006
From: colin at tti.hn (Colin Bird)
Date: Tue, 28 Feb 2006 11:41:45 -0600
Subject: [rt-users] Creating a Custom Ticket Creation Page
Message-ID: <44048B59.9070505@tti.hn>

Hi, I need to create a webpage where a user can create a ticket.  The 
reason for creating a custom page is that the user needs to fill out a 
lot of information that doesn't work as custom fields.  (choosing 
products, quantities,  calculating total price).  I just want to make a 
normal HTML form that will take the data, then create the ticket, 
assigning some data to custom fields and the rest in the body of the 
ticket.  What's the best way to do this? Have the webpage send an email 
and try to deal with it using scrips when the email arrives, or make a 
copy of Create.html where I will add my extra fields (that end up in the 
body along with some extra calculations) ?  Thanks


From jesse at bestpractical.com  Tue Feb 28 12:58:31 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 28 Feb 2006 12:58:31 -0500
Subject: [rt-users] Issues with stored search.
In-Reply-To: <28612698BFE51241AB8EF079C3230A8B43342C@EXC-1.247ms.com>
References: <28612698BFE51241AB8EF079C3230A8B43342C@EXC-1.247ms.com>
Message-ID: <20060228175831.GV31943@bestpractical.com>

> Furthermore, I'm running 3.5.2 in some version (grabbed from svn/cvs) and it seems that there is an issue with Thomas' lovely new layout on IE - it looks great on Firefox, but on IE it messes up some places. Is this something that has been fixed in a newer version?


We sure hope so and would greatly appreciate feedback. Grab 3.6.0pre0
and have a look?

Best,
Jesse


From sunzhoujian at yahoo.com  Tue Feb 28 13:27:45 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Tue, 28 Feb 2006 10:27:45 -0800 (PST)
Subject: [rt-users] login problem
In-Reply-To: <4403A3DC.6080506@gmail.com>
Message-ID: <20060228182745.48018.qmail@web33801.mail.mud.yahoo.com>

http://osg-tg2.its.uiowa.edu/rt/

I used this one, but it still the same!

--- Chaim Rieger <chaim.rieger at gmail.com> wrote:

> change it to the dns name that you have defined in
> apache as ServerName
> 
> 
> 
> 
> zhou jian wrote:
> > I am away from my machine. However, I only made
> one
> > change to my siteconfig.pm. Just added the
> ipaddress
> > to the Set($WebBaseURL,"myipaddress"); I didn't
> even
> > configure the email right now.
> > 
> > --- Chaim Rieger <chaim.rieger at gmail.com> wrote:
> > 
> >> ok so you populated the database with info thats
> >> good
> >> now can you please post your Siteconfig.pm
> >>
> >>
> >> zhou jian wrote:
> >>> mysql> SHOW DATABASES
> >>>     -> ;
> >>> +--------------------+
> >>> | Database           |
> >>> +--------------------+
> >>> | information_schema |
> >>> | mysql              |
> >>> | rt3                |
> >>> | test               |
> >>> +--------------------+
> >>> 4 rows in set (0.05 sec)
> >>>  
> >>> mysql> DATABASE rt3;
> >>> ERROR 1064 (42000): You have an error in your
> SQL
> >>> syntax; check the manual that corresponds to
> your
> >>> MySQL server version for the right syntax to use
> >> near
> >>> 'DATABASE rt3' at line 1
> >>> mysql> use rt3
> >>> Database changed
> >>> mysql> show tables
> >>>     -> ;
> >>> +-------------------------+
> >>> | Tables_in_rt3           |
> >>> +-------------------------+
> >>> | ACL                     |
> >>> | Attachments             |
> >>> | Attributes              |
> >>> | CachedGroupMembers      |
> >>> | CustomFieldValues       |
> >>> | CustomFields            |
> >>> | GroupMembers            |
> >>> | Groups                  |
> >>> | Links                   |
> >>> | ObjectCustomFieldValues |
> >>> | ObjectCustomFields      |
> >>> | Principals              |
> >>> | Queues                  |
> >>> | ScripActions            |
> >>> | ScripConditions         |
> >>> | Scrips                  |
> >>> | Templates               |
> >>> | Tickets                 |
> >>> | Transactions            |
> >>> | Users                   |
> >>> | sessions                |
> >>> +-------------------------+
> >>> 21 rows in set (0.00 sec)
> >>>
> >>> Here they are!
> >>> --- Chaim Rieger <chaim.rieger at gmail.com> wrote:
> >>>
> >>>> do me a favor on your host via command line
> >>>>
> >>>> mysql -u root -p
> >>>> show databases;
> >>>> use rt3;
> >>>> show tables;
> >>>>
> >>>> exit
> >>>>
> >>>>
> >>>>
> >>>> send us the output.
> >>>>
> >>>> thanx
> >>>>
> >>>>
> >>>>
> >>>> zhou jian wrote:
> >>>>> I took a brief look at the code of autohandler
> >> and
> >>>>> have no clue yet. I still couldn't login with
> >>>> root,
> >>>>> password  combination. It is my first time for
> >>>>> installing RT.
> >>>>>
> >>>>>
> >>>>>
> >>>>>
> >>>>>                                               
>  
> >>  
> >>>>    
> >>>>>                                               
>  
> >>  
> >>>>    
> >>>>>                              
> >>>>>
> >
>
/////////////////////////////////////////////////////////
> >>>>>     # If the user isn't privileged, they can
> >> only
> >>>> see
> >>>>> SelfService
> >>>>>     if ((!
> $session{'CurrentUser'}->Privileged)
> >>>> and
> >>>>>         ($m->base_comp->path !~
> >>>> '^(/+)SelfService/') )
> >>>>> {
> >>>>>         $m->comp('/SelfService/index.html');
> >>>>>         $m->abort();
> >>>>>     }
> >>>>>     else {
> >>>>>         $m->call_next(%ARGS);
> >>>>>     }
> >>>>> }
> >>>>>                                               
>  
> >>  
> >>>>    
> >>>>>                                               
>  
> >>  
> >>>>    
> >>>>>                               
> >>>>> # If we have no credentials
> >>>>> else {
> >>>>>     $m->comp('/Elements/Login', %ARGS);
> >>>>>     $m->abort();
> >>>>> }
> >>>>> </%INIT>
> >>>>> <& /Elements/Footer, %ARGS &>
> >>>>> <%ARGS>
> >>>>> $user => undef
> >>>>> $pass => undef
> >>>>> $menu => undef
> >>>>> </%ARGS>
> >>>>>
> >>>>>
> >>>>>
> >>
> __________________________________________________
> >>>>> Do You Yahoo!?
> >>>>> Tired of spam?  Yahoo! Mail has the best spam
> >>>> protection around 
> >>>>> http://mail.yahoo.com 
> >>>>>
> _______________________________________________
> >>>>>
> >
>
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >>>>> Be sure to check out the RT Wiki at
> >>>> http://wiki.bestpractical.com
> >>>>> 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
> >>>>
> >>>
> >>>
> __________________________________________________
> >>> Do You Yahoo!?
> >>> Tired of spam?  Yahoo! Mail has the best spam
> >> protection around 
> >>> http://mail.yahoo.com 
> >>>
> >>
> > 
> > 
> > __________________________________________________
> > Do You Yahoo!?
> > Tired of spam?  Yahoo! Mail has the best spam
> protection around 
> > http://mail.yahoo.com 
> > 
> 
> 


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From sunzhoujian at yahoo.com  Tue Feb 28 13:41:07 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Tue, 28 Feb 2006 10:41:07 -0800 (PST)
Subject: [rt-users] login problem I can't login with root password
Message-ID: <20060228184107.53569.qmail@web33807.mail.mud.yahoo.com>

Here is all the error information I got from the
apache server. Did anybody experience this before?
Could you give me a little bit of hints?


                                                      
                                                      
                             [Tue Feb 28 12:33:24
2006] [notice] Apache/2.2.0 (Unix) mod_ssl/2.2.0
OpenSSL/0.9.7a mod_perl/2.0.2 Perl/v5.8.8 configured
-- resuming normal operations
[Tue Feb 28 18:33:26 2006] [error]: FAILED LOGIN for
root from 128.255.163.124
(/opt/rt3/share/html/autohandler:191)
[Tue Feb 28 18:33:32 2006] [error]: FAILED LOGIN for
root from 128.255.163.124
(/opt/rt3/share/html/autohandler:191)
[Tue Feb 28 18:33:35 2006] [error]: FAILED LOGIN for
root from 128.255.163.124
(/opt/rt3/share/html/autohandler:191)



__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From sunzhoujian at yahoo.com  Tue Feb 28 14:07:29 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Tue, 28 Feb 2006 11:07:29 -0800 (PST)
Subject: [rt-users] login problem I can't login with root password
Message-ID: <20060228190729.7622.qmail@web33803.mail.mud.yahoo.com>

Here is the configuration file! I am using dynamic ip
address right now. So the ip address changes
sometimes. But the ipaddress in the file is correct
right now. The thing puzzled me is that I changed the
httpd.conf's original configuration beyong the virtual
host section. The Virtual Host section was virtually
copied from the intsallation guide.

--- zhou jian <sunzhoujian at yahoo.com> wrote:

> Here is all the error information I got from the
> apache server. Did anybody experience this before?
> Could you give me a little bit of hints?
> 
> 
>                                                     
>  
>                                                     
>  
>                              [Tue Feb 28 12:33:24
> 2006] [notice] Apache/2.2.0 (Unix) mod_ssl/2.2.0
> OpenSSL/0.9.7a mod_perl/2.0.2 Perl/v5.8.8 configured
> -- resuming normal operations
> [Tue Feb 28 18:33:26 2006] [error]: FAILED LOGIN for
> root from 128.255.163.124
> (/opt/rt3/share/html/autohandler:191)
> [Tue Feb 28 18:33:32 2006] [error]: FAILED LOGIN for
> root from 128.255.163.124
> (/opt/rt3/share/html/autohandler:191)
> [Tue Feb 28 18:33:35 2006] [error]: FAILED LOGIN for
> root from 128.255.163.124
> (/opt/rt3/share/html/autohandler:191)
> 
> 
> 
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam
> protection around 
> http://mail.yahoo.com 
> 

__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 
-------------- next part --------------
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From phanoko at yahoo.com  Tue Feb 28 14:26:37 2006
From: phanoko at yahoo.com (Phanoko)
Date: Tue, 28 Feb 2006 11:26:37 -0800 (PST)
Subject: [rt-users] Inventory Module
In-Reply-To: <s3da0c8f.085@trentmail.trentu.ca>
Message-ID: <20060228192637.3281.qmail@web53904.mail.yahoo.com>

Does anyone know where I can get the hardware
inventory add-on I've seen floating about in the RT
community?
I looked on google and the wiki.

__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From todd at chaka.net  Tue Feb 28 14:32:04 2006
From: todd at chaka.net (Todd Chapman)
Date: Tue, 28 Feb 2006 14:32:04 -0500
Subject: [rt-users] Inventory Module
In-Reply-To: <20060228192637.3281.qmail@web53904.mail.yahoo.com>
References: <s3da0c8f.085@trentmail.trentu.ca>
	<20060228192637.3281.qmail@web53904.mail.yahoo.com>
Message-ID: <20060228193204.GD26666@chaka.net>

Asset Tracker http://atwiki.chaka.net/

On Tue, Feb 28, 2006 at 11:26:37AM -0800, Phanoko wrote:
> Does anyone know where I can get the hardware
> inventory add-on I've seen floating about in the RT
> community?
> I looked on google and the wiki.
> 
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam protection around 
> http://mail.yahoo.com 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html


From dshannon at techfluent.com  Tue Feb 28 14:32:33 2006
From: dshannon at techfluent.com (Duncan Shannon)
Date: Tue, 28 Feb 2006 13:32:33 -0600
Subject: [rt-users] Inventory Module
Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB4516E8E6@TF-FS2.internal.techfluent.com>

> Does anyone know where I can get the hardware
> inventory add-on I've seen floating about in the RT
> community?

Its called Asset Tracker.

http://atwiki.chaka.net/


From sunzhoujian at yahoo.com  Tue Feb 28 14:53:33 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Tue, 28 Feb 2006 11:53:33 -0800 (PST)
Subject: [rt-users] login problem I can't login with root password
In-Reply-To: <2B7B7880538AA440B5FBCE7A56E8CB4516E8E7@TF-FS2.internal.techfluent.com>
Message-ID: <20060228195333.76523.qmail@web33812.mail.mud.yahoo.com>

Thanks for the responses and the suggestions. Actually
everytime I post a new message, it usually reflect the
new progress with my RT experience.Actually I asked
this question directly, I can't login in for the first
time with root, and the password is password as stated
in the manual. I just wonder if somebody encountered
the same problem before who may give me some hints to
solve this issue. Right now the only thing I can do is
looking hard the configuration files. RT will become
sweeter only if you guys give some inputs to the
beginners and make this software easy to use.

Also, I hope you can feel the joy of helping other
people among the busy working. I tried to install RT
for several days. I hope that I can see a complete
installation. I also hope you can help me with this
process.


--- Duncan Shannon <dshannon at techfluent.com> wrote:

> Hi there-
> 
> This is just a suggestion... don't take it the wrong
> way.
> 
> You are coming thru as a bit hyper active on the
> mailing list, and this
> is a pretty well thought out crowd.. meaning that
> most people do what
> they can to search and make sure they have all the
> searching done they
> can before posting to the list.
> 
> If you stay on the list, you will soon learn that
> the better of a
> question you ask, the more likely you are to get a
> response.
> 
> I'd really suggest you hold back on some of your
> messages, try a bit
> harder to ask questions that are a bit more direct,
> show you've tried
> hard to solve it on your own etc.
> 
> Keep in mind that each message you send gets
> delivered to (presumably)
> hundreds of not thousands of very busy people.
> 
> Good luck, RT is sweet once you get there. It is
> hard work however.
> 
> duncan
> 
> > -----Original Message-----
> > From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-
> > bounces at lists.bestpractical.com] On Behalf Of zhou
> jian
> > Sent: Tuesday, February 28, 2006 12:41 PM
> > To: rt-users at lists.bestpractical.com
> > Subject: Re: [rt-users] login problem I can't
> login with root password
> > 
> > Here is all the error information I got from the
> > apache server. Did anybody experience this before?
> > Could you give me a little bit of hints?
> > 
> > 
> > 
> > 
> >                              [Tue Feb 28 12:33:24
> > 2006] [notice] Apache/2.2.0 (Unix) mod_ssl/2.2.0
> > OpenSSL/0.9.7a mod_perl/2.0.2 Perl/v5.8.8
> configured
> > -- resuming normal operations
> > [Tue Feb 28 18:33:26 2006] [error]: FAILED LOGIN
> for
> > root from 128.255.163.124
> > (/opt/rt3/share/html/autohandler:191)
> > [Tue Feb 28 18:33:32 2006] [error]: FAILED LOGIN
> for
> > root from 128.255.163.124
> > (/opt/rt3/share/html/autohandler:191)
> > [Tue Feb 28 18:33:35 2006] [error]: FAILED LOGIN
> for
> > root from 128.255.163.124
> > (/opt/rt3/share/html/autohandler:191)
> > 
> > 
> > 
> > __________________________________________________
> > Do You Yahoo!?
> > Tired of spam?  Yahoo! Mail has the best spam
> protection around
> > http://mail.yahoo.com
> > _______________________________________________
> >
>
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > Be sure to check out the RT Wiki at
> http://wiki.bestpractical.com
> > 
> > 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
> 


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From sunzhoujian at yahoo.com  Tue Feb 28 14:56:21 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Tue, 28 Feb 2006 11:56:21 -0800 (PST)
Subject: [rt-users] login problem I can't login with root password
Message-ID: <20060228195621.46825.qmail@web33810.mail.mud.yahoo.com>

BTW, I also patiently google every error message and
looked at the source code before posting the message.
Certainly I don't want to annoy people around, but it
is really my last resort and I hope you can
understand.

--- zhou jian <sunzhoujian at yahoo.com> wrote:

> Thanks for the responses and the suggestions.
> Actually
> everytime I post a new message, it usually reflect
> the
> new progress with my RT experience.Actually I asked
> this question directly, I can't login in for the
> first
> time with root, and the password is password as
> stated
> in the manual. I just wonder if somebody encountered
> the same problem before who may give me some hints
> to
> solve this issue. Right now the only thing I can do
> is
> looking hard the configuration files. RT will become
> sweeter only if you guys give some inputs to the
> beginners and make this software easy to use.
> 
> Also, I hope you can feel the joy of helping other
> people among the busy working. I tried to install RT
> for several days. I hope that I can see a complete
> installation. I also hope you can help me with this
> process.
> 
> 
> --- Duncan Shannon <dshannon at techfluent.com> wrote:
> 
> > Hi there-
> > 
> > This is just a suggestion... don't take it the
> wrong
> > way.
> > 
> > You are coming thru as a bit hyper active on the
> > mailing list, and this
> > is a pretty well thought out crowd.. meaning that
> > most people do what
> > they can to search and make sure they have all the
> > searching done they
> > can before posting to the list.
> > 
> > If you stay on the list, you will soon learn that
> > the better of a
> > question you ask, the more likely you are to get a
> > response.
> > 
> > I'd really suggest you hold back on some of your
> > messages, try a bit
> > harder to ask questions that are a bit more
> direct,
> > show you've tried
> > hard to solve it on your own etc.
> > 
> > Keep in mind that each message you send gets
> > delivered to (presumably)
> > hundreds of not thousands of very busy people.
> > 
> > Good luck, RT is sweet once you get there. It is
> > hard work however.
> > 
> > duncan
> > 
> > > -----Original Message-----
> > > From: rt-users-bounces at lists.bestpractical.com
> > [mailto:rt-users-
> > > bounces at lists.bestpractical.com] On Behalf Of
> zhou
> > jian
> > > Sent: Tuesday, February 28, 2006 12:41 PM
> > > To: rt-users at lists.bestpractical.com
> > > Subject: Re: [rt-users] login problem I can't
> > login with root password
> > > 
> > > Here is all the error information I got from the
> > > apache server. Did anybody experience this
> before?
> > > Could you give me a little bit of hints?
> > > 
> > > 
> > > 
> > > 
> > >                              [Tue Feb 28
> 12:33:24
> > > 2006] [notice] Apache/2.2.0 (Unix) mod_ssl/2.2.0
> > > OpenSSL/0.9.7a mod_perl/2.0.2 Perl/v5.8.8
> > configured
> > > -- resuming normal operations
> > > [Tue Feb 28 18:33:26 2006] [error]: FAILED LOGIN
> > for
> > > root from 128.255.163.124
> > > (/opt/rt3/share/html/autohandler:191)
> > > [Tue Feb 28 18:33:32 2006] [error]: FAILED LOGIN
> > for
> > > root from 128.255.163.124
> > > (/opt/rt3/share/html/autohandler:191)
> > > [Tue Feb 28 18:33:35 2006] [error]: FAILED LOGIN
> > for
> > > root from 128.255.163.124
> > > (/opt/rt3/share/html/autohandler:191)
> > > 
> > > 
> > > 
> > >
> __________________________________________________
> > > Do You Yahoo!?
> > > Tired of spam?  Yahoo! Mail has the best spam
> > protection around
> > > http://mail.yahoo.com
> > > _______________________________________________
> > >
> >
>
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > > 
> > > Be sure to check out the RT Wiki at
> > http://wiki.bestpractical.com
> > > 
> > > 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
> > 
> 
> 
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam
> protection around 
> http://mail.yahoo.com 
> 


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From michael at halligan.org  Tue Feb 28 14:35:45 2006
From: michael at halligan.org (Michael T. Halligan)
Date: Tue, 28 Feb 2006 11:35:45 -0800
Subject: [rt-users] Inventory Module
In-Reply-To: <2B7B7880538AA440B5FBCE7A56E8CB4516E8E6@TF-FS2.internal.techfluent.com>
References: <2B7B7880538AA440B5FBCE7A56E8CB4516E8E6@TF-FS2.internal.techfluent.com>
Message-ID: <BCABDC0D-A039-46EC-8320-19B5FE4DD22F@halligan.org>

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

It's also currently broken for 3.4.5, so if you want to use it,  
you're stuck at 3.4.4.



On Feb 28, 2006, at 11:32 AM, Duncan Shannon wrote:

>> Does anyone know where I can get the hardware
>> inventory add-on I've seen floating about in the RT
>> community?
>
> Its called Asset Tracker.
>
> http://atwiki.chaka.net/
> _______________________________________________
> 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

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Version: GnuPG v1.4.1 (Darwin)

iD8DBQFEBKYVwjCqooJyNAMRAhNdAJsG91YzkkS9dQjy5HKTOhn77Sv6xwCgnogz
LMoFt1gEl8ZAEFJb+r+psBA=
=EAPg
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From todd at chaka.net  Tue Feb 28 15:10:15 2006
From: todd at chaka.net (Todd Chapman)
Date: Tue, 28 Feb 2006 15:10:15 -0500
Subject: [rt-users] Inventory Module
In-Reply-To: <BCABDC0D-A039-46EC-8320-19B5FE4DD22F@halligan.org>
References: <2B7B7880538AA440B5FBCE7A56E8CB4516E8E6@TF-FS2.internal.techfluent.com>
	<BCABDC0D-A039-46EC-8320-19B5FE4DD22F@halligan.org>
Message-ID: <20060228201014.GE26666@chaka.net>

Why do you say that? We use 3.4.5 with it just fine.

-Todd

On Tue, Feb 28, 2006 at 11:35:45AM -0800, Michael T. Halligan wrote:
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
> 
> It's also currently broken for 3.4.5, so if you want to use it,  
> you're stuck at 3.4.4.
> 
> 
> 
> On Feb 28, 2006, at 11:32 AM, Duncan Shannon wrote:
> 
> >>Does anyone know where I can get the hardware
> >>inventory add-on I've seen floating about in the RT
> >>community?
> >
> >Its called Asset Tracker.
> >
> >http://atwiki.chaka.net/
> >_______________________________________________
> >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
> 
> -----BEGIN PGP SIGNATURE-----
> Version: GnuPG v1.4.1 (Darwin)
> 
> iD8DBQFEBKYVwjCqooJyNAMRAhNdAJsG91YzkkS9dQjy5HKTOhn77Sv6xwCgnogz
> LMoFt1gEl8ZAEFJb+r+psBA=
> =EAPg
> -----END PGP SIGNATURE-----
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at 
> http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at 
> http://bestpractical.com/services/training.html


From les at futuresource.com  Tue Feb 28 16:04:17 2006
From: les at futuresource.com (Les Mikesell)
Date: Tue, 28 Feb 2006 15:04:17 -0600
Subject: [rt-users] login problem I can't login with root password
In-Reply-To: <20060228195333.76523.qmail@web33812.mail.mud.yahoo.com>
References: <20060228195333.76523.qmail@web33812.mail.mud.yahoo.com>
Message-ID: <1141160657.18290.27.camel@moola.futuresource.com>

On Tue, 2006-02-28 at 13:53, zhou jian wrote:
> Thanks for the responses and the suggestions. Actually
> everytime I post a new message, it usually reflect the
> new progress with my RT experience.

Out of curiosity, what system are you installing this on?  It
seems like you are having more trouble than normal if you
follow one of the guides at:
http://wiki.bestpractical.com/index.cgi?InstallationGuides

-- 
  Les Mikesell
   lesmikesell at gmail.com




From phanoko at yahoo.com  Tue Feb 28 16:26:48 2006
From: phanoko at yahoo.com (Phanoko)
Date: Tue, 28 Feb 2006 13:26:48 -0800 (PST)
Subject: [rt-users] SSL and You're Almost There
In-Reply-To: <A357A85EA32E254FB924FBE4FBF10B6812356A@tng-mail02.tngus.com>
Message-ID: <20060228212648.16646.qmail@web53903.mail.yahoo.com>

When I change my apache2 to use SSL I get the You're
almost there screen.  This happened when I was on 3.2
and 3.4.  
Anyone else seen this?

cat /etc/httpd/conf/httpd.conf
.....
<VirtualHost *:80>
       ServerName Bipoppa.motown.com
       Alias /rt /opt/rt3/share/html
       ServerAdmin MarviGaye at motown.com
       DocumentRoot /opt/rt3/share/html
       AddDefaultCharset UTF-8
       PerlRequire /opt/rt3/bin/webmux.pl
       <Location />
        SetHandler perl-script
        PerlHandler RT::Mason
   </Location>
</VirtualHost>
_______________________

cat RT_SiteConfig.pm
.....
    Set($WebBaseURL, "https://Bipoppa.motown.com");

Any help and I'll buy lunch.

__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From vivek at khera.org  Tue Feb 28 16:30:31 2006
From: vivek at khera.org (Vivek Khera)
Date: Tue, 28 Feb 2006 16:30:31 -0500
Subject: [rt-users] RTx-shredder with a very large database
In-Reply-To: <5613F89D78D2F545A40423EBA5535C300DC24C50@LAXEVS01.lax.corp.int.untd.com>
References: <5613F89D78D2F545A40423EBA5535C300DC24C50@LAXEVS01.lax.corp.int.untd.com>
Message-ID: <8C5CD437-3E53-44CF-9159-8B7B1BD11074@khera.org>


On Feb 27, 2006, at 3:17 PM, Schultz, Eric wrote:

>>
>> You mean you want it to take less than roughly 6.8 months at
>> 24x7?!  :)
>>
>> duncan
>> _______________________________________________
>
> As the number of tickets in the database decreased, I am sure that the
> execution time would speed up in proportion.  It's those first 100K or
> so that you have to worry about :-)
>

you assume the tables actually physically shrink upon row deletes.   
This is not true for MySQL InnoDB tables nor for Postgres tables  
without further maintenance.



From sunzhoujian at yahoo.com  Tue Feb 28 16:40:53 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Tue, 28 Feb 2006 13:40:53 -0800 (PST)
Subject: [rt-users] login problem I can't login with root password
In-Reply-To: <1141160657.18290.27.camel@moola.futuresource.com>
Message-ID: <20060228214053.98376.qmail@web33815.mail.mud.yahoo.com>

It actually purely the RT3. It is my first time to
install RT and as a student, we don't have resource to
purchase commercial support? Did you guys install it
by your own?

--- Les Mikesell <les at futuresource.com> wrote:

> On Tue, 2006-02-28 at 13:53, zhou jian wrote:
> > Thanks for the responses and the suggestions.
> Actually
> > everytime I post a new message, it usually reflect
> the
> > new progress with my RT experience.
> 
> Out of curiosity, what system are you installing
> this on?  It
> seems like you are having more trouble than normal
> if you
> follow one of the guides at:
>
http://wiki.bestpractical.com/index.cgi?InstallationGuides
> 
> -- 
>   Les Mikesell
>    lesmikesell at gmail.com
> 
> 
> 

__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From sunzhoujian at yahoo.com  Tue Feb 28 16:43:55 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Tue, 28 Feb 2006 13:43:55 -0800 (PST)
Subject: [rt-users] login problem I can't login with root password
In-Reply-To: <1141160657.18290.27.camel@moola.futuresource.com>
Message-ID: <20060228214355.20851.qmail@web33804.mail.mud.yahoo.com>

Also, I installed RT with httpd2.2.0, perl-module2,
rt3.4.5( Is this the stable version?) and mysql5.0.8.
Background, RH4, Perl5.8.8.


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From chaim.rieger at gmail.com  Tue Feb 28 16:56:09 2006
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Tue, 28 Feb 2006 13:56:09 -0800
Subject: [rt-users] login problem I can't login with root password
In-Reply-To: <20060228214355.20851.qmail@web33804.mail.mud.yahoo.com>
References: <20060228214355.20851.qmail@web33804.mail.mud.yahoo.com>
Message-ID: <4404C6F9.2000602@gmail.com>

is mysql5 supported in rt ?

i installed the same as you but mysql4.x

no problems.


i am thinking that your rt cant get to your db,


what do you have defined in Siteconfig.pm for mysql db. host. username. 
passwd




zhou jian wrote:
> Also, I installed RT with httpd2.2.0, perl-module2,
> rt3.4.5( Is this the stable version?) and mysql5.0.8.
> Background, RH4, Perl5.8.8.
> 
> 
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam protection around 
> http://mail.yahoo.com 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
> 



From johnsonj at cua.edu  Tue Feb 28 17:00:19 2006
From: johnsonj at cua.edu (J. Luke Johnson)
Date: Tue, 28 Feb 2006 17:00:19 -0500
Subject: [rt-users] User cannot log out
Message-ID: <4404C7F3.9080005@cua.edu>

Hi,

I created an unprivileged user, and logged them in on my workstation. 
Now, I cannot log them out of the limited self-service interface! 
Nothing really happens in my browser but the url changes to 
http://[internal web path]/NoAuth/Logout.html.  Can anybody help?

Thanks,

Luke Johnson
Catholic University of America Libraries


From bgunter at arcsystems.com  Tue Feb 28 17:05:01 2006
From: bgunter at arcsystems.com (Bill Gunter)
Date: Tue, 28 Feb 2006 16:05:01 -0600
Subject: [rt-users] multi-stage approvals
Message-ID: <1141164301.18443.43.camel@phobos>

I would like to create a multi-stage approval process for change
management requests where the ticket is first approved after peer
review, then approved by the manager. I've followed the instructions in
the RT-Essentials book but it doesn't seem to be working correctly. Here
is the template per the book.

    = = =Create-Ticket: peer-approval
    Subject:  Approval of { $Tickets{'TOP'}->Subject(  ) }
    Queue:    _ _ _Approvals
    Type:     approval
    Owner:    peer-reviewer at foo.com
    Content:  Please review and approve this request.
    Depended-On-By: TOP
    ENDOFCONTENT

    = = =Create-Ticket: manager-approval
    Subject:  Approval of { $Tickets{'TOP'}->Subject(  ) }
    Queue:    _ _ _Approvals
    Type:     approval
    Owner:    manager at foo.com
    Content:  Please review and approve this request.
    Depended-On-By: TOP
    Depends-On: peer-approval
    ENDOFCONTENT

The approvals are created but both at the same time, and the manager-approval isn't dependent on the peer-approval. 

What I want to happen is the peer-reviewer must approve the ticket before the manager can. The book implies that this is 
what will happen, but it's not the behavior I'm seeing.  RT v3.4.5, btw.

Thanks.

-- 
Bill Gunter 
Assistant Director of Information Systems 
  
ARC Systems 
P: 512.358.5377 
F: 512.892.5552 
<www.arcsystems.com>



From bgunter at arcsystems.com  Tue Feb 28 17:14:35 2006
From: bgunter at arcsystems.com (Bill Gunter)
Date: Tue, 28 Feb 2006 16:14:35 -0600
Subject: [rt-users] notification of approvals
Message-ID: <1141164875.18443.50.camel@phobos>

Out of the box RT doesn't send emails to users with pending approvals.
The recommended templates create approval tickets with Status: new, but
the notification scrip in the ___Approvals queue is looking only for
tickets with Status: Open. Here is the custom condition that came with
RT.

	    $self->TicketObj->Type eq 'approval'	and
	    $self->TransactionObj->Field eq 'Status'	and
	    $self->TransactionObj->NewValue eq 'open'   and
	    eval { $T::Approving = ($self->TicketObj->AllDependedOnBy( Type => 'ticket' ))[0] }

Should I add 'Status: open' to my approval creation template, change the
scrip in the ___Approvals queue to look for tickets with Status: new, or
something else?


Thanks.


-- 
Bill Gunter 
Assistant Director of Information Systems 
  
ARC Systems 
P: 512.358.5377 
F: 512.892.5552 
<www.arcsystems.com>



From sunzhoujian at yahoo.com  Tue Feb 28 17:18:22 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Tue, 28 Feb 2006 14:18:22 -0800 (PST)
Subject: [rt-users] login problem I can't login with root password
In-Reply-To: <4404C6F9.2000602@gmail.com>
Message-ID: <20060228221822.13727.qmail@web33815.mail.mud.yahoo.com>

THanks a lot for your replies. You have really helped
me a lot. 

For the SiteConfig.pm, I virtually am using the
default one. And I didn't change mysql
db. host. username. passwd.

I checked, if I didn't type in root password, I will
got the same error. So the system just simply didn't
recognize the root password for the first
installation. I am wonder if there is the people who
actually developed this part of software. Could you
point to me which file should I look into to check
this issue?


--- Chaim Rieger <chaim.rieger at gmail.com> wrote:

> is mysql5 supported in rt ?
> 
> i installed the same as you but mysql4.x
> 
> no problems.
> 
> 
> i am thinking that your rt cant get to your db,
> 
> 
> what do you have defined in Siteconfig.pm for mysql
> db. host. username. 
> passwd
> 
> 
> 
> 
> zhou jian wrote:
> > Also, I installed RT with httpd2.2.0,
> perl-module2,
> > rt3.4.5( Is this the stable version?) and
> mysql5.0.8.
> > Background, RH4, Perl5.8.8.
> > 
> > 
> > __________________________________________________
> > Do You Yahoo!?
> > Tired of spam?  Yahoo! Mail has the best spam
> protection around 
> > http://mail.yahoo.com 
> > _______________________________________________
> >
>
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > Be sure to check out the RT Wiki at
> http://wiki.bestpractical.com
> > 
> > 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
> > 
> 
> 


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From vance.vagell at audiumcorp.com  Tue Feb 28 17:17:30 2006
From: vance.vagell at audiumcorp.com (Vance Vagell)
Date: Tue, 28 Feb 2006 17:17:30 -0500
Subject: [rt-users] Custom fields for end-users?
Message-ID: <1141165050.8959.76.camel@rhodium.audiumcorp.com>

Hello,

I have created a number of custom fields, and assigned them to a queue.
When a system admistrator (e.g. privileged user) creates a ticket, they
can see and set these fields.  However, when an end-user ("Let this user
access RT" level) logs in and creates a ticket in the same queue, they
do not see the custom fields.

I have tried setting permissions on the "Everyone" group (Configuration
-> Global -> Group Rights), such as AssignCustomField,
ModifyCustomField, and SeeCustomField, but none of these permissions
made a difference.

How can I make my custom fields visible and settable (but not later
editable) to end-users of our system?

Thank you,
Vance Vagell
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From phanoko at yahoo.com  Tue Feb 28 17:35:03 2006
From: phanoko at yahoo.com (Phanoko)
Date: Tue, 28 Feb 2006 14:35:03 -0800 (PST)
Subject: [rt-users] SSL and You're Almost There
In-Reply-To: <20060228212648.16646.qmail@web53903.mail.yahoo.com>
Message-ID: <20060228223503.50333.qmail@web53908.mail.yahoo.com>

Thank you for your reply... I do have
<VirtualHost *:80>
set to 
<VirtualHost *:443>
When attempting to get it working in SSL.. I just
placed it back to a working mode and posted the
question without changing the port... hehe Sorry.
--- Phanoko <phanoko at yahoo.com> wrote:

> When I change my apache2 to use SSL I get the You're
> almost there screen.  This happened when I was on
> 3.2
> and 3.4.  
> Anyone else seen this?
> 
> cat /etc/httpd/conf/httpd.conf
> .....
> <VirtualHost *:80>
>        ServerName Bipoppa.motown.com
>        Alias /rt /opt/rt3/share/html
>        ServerAdmin MarviGaye at motown.com
>        DocumentRoot /opt/rt3/share/html
>        AddDefaultCharset UTF-8
>        PerlRequire /opt/rt3/bin/webmux.pl
>        <Location />
>         SetHandler perl-script
>         PerlHandler RT::Mason
>    </Location>
> </VirtualHost>
> _______________________
> 
> cat RT_SiteConfig.pm
> .....
>     Set($WebBaseURL, "https://Bipoppa.motown.com");
> 
> Any help and I'll buy lunch.
> 
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam
> protection around 
> http://mail.yahoo.com 
> _______________________________________________
>
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at
> http://wiki.bestpractical.com
> 
> 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
> 


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From les at futuresource.com  Tue Feb 28 17:41:48 2006
From: les at futuresource.com (Les Mikesell)
Date: Tue, 28 Feb 2006 16:41:48 -0600
Subject: [rt-users] login problem I can't login with root password
In-Reply-To: <20060228214355.20851.qmail@web33804.mail.mud.yahoo.com>
References: <20060228214355.20851.qmail@web33804.mail.mud.yahoo.com>
Message-ID: <1141166508.18290.40.camel@moola.futuresource.com>

On Tue, 2006-02-28 at 15:43, zhou jian wrote:
> Also, I installed RT with httpd2.2.0, perl-module2,
> rt3.4.5( Is this the stable version?) and mysql5.0.8.
> Background, RH4, Perl5.8.8.

What I meant was what system distribution are you starting
with?  Is that RH4 as in RedHat?  If so, you didn't need
to replace mysql or perl or apache.  These instructions should
have gotten you pretty close to working:
http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide

-- 
  Les Mikesell
   les at futuresource.com



From lvanderf at internode.com.au  Tue Feb 28 18:02:57 2006
From: lvanderf at internode.com.au (Luke Vanderfluit)
Date: Wed, 01 Mar 2006 09:32:57 +1030
Subject: [rt-users] RTx-shredder with a very large database
In-Reply-To: <Pine.LNX.4.44.0602271142130.4028-100000@netra.cs.yale.edu>
References: <Pine.LNX.4.44.0602271142130.4028-100000@netra.cs.yale.edu>
Message-ID: <4404D6A1.3010800@internode.com.au>

Hi.

]Jim Faulkner wrote:

>Hello,
>
>I run a large RT installation.  We have around 20 queues, 200-300 users, 
>and many more requestors.  I am currently running RT 3.0.12 on the 
>production RT, and RT 3.4.5 on a development machine.
>
>Unfortunately we get a lot of spam going into the RT queues.  The previous 
>administrator of RT set up a way of dealing with this -- before going into 
>RT all mail is checked with spamassassin, and if it reports a positive the 
>mail is put into an RT queue named "ZZSpam".  Unfortunately over the years 
>this "ZZSpam" queue has gotten extremely large, with about 250,000 
>tickets, and is probably taking up the bulk of the database because many 
>spams come with large attachments.
>
>Because this ZZSpam queue has become so unweildy, I'd like to clean out 
>all tickets from that queue, as well as all users, attachments, etc. that 
>are associated with those tickets.  I've tried the rtx-shredder program, 
>but it is extremely slow.  I issued this command on the devel RT, which 
>is a dual 2ghz Xeon  machine with 1 GB of RAM, and has no load on it:
>time /opt/rt3/sbin/rtx-shredder --force --plugin 
>'Tickets=queue,ZZSpam;limit,20'
>
>And it took 23 minutes and 17 seconds to complete.  Obviously if it takes 
>that long to delete 20 tickets, I cannot use the tool to clean out 250,000 
>tickets.
>
>Is there anything I can do to make rtx-shredder significantly faster?  If 
>not, does anyone have any advice as to how I should go about cleaning out 
>this massive queue?
>  
>
I'm afraid I have a similar story, no spam queue (spam is filtered 
before it reaches RT), but large amounts of redundant data.
I have a similar size RT installation.
I've installed rtx-shredder and tried that.
See my earlier post of 27Feb2006.

I thought that doing the deletes to mysql directly (that is, not using 
the RT api, might be faster) but I'm afraid that isn't necessarily so.

I have created a script that does this and it shows considerably long 
processing times.

What needs to be done  to delete a ticket is this:

/~~~~~~~~~~~~~~~~~~~~~~~~~~~
select * from Tickets where id = <ticketID>
<1>select id from Transactions where ObjectId = <ticketID>;
<4>select id from ObjectCustomFieldValues where ObjectId = <ticketID>;
<3>select id from Links where LocalTarget = <ticketID>;
<2>select id from Attachments where TransactionId = ( for each 
transactionid retrieved with <1> )

-delete from Attachments where id in ( for each Attachment retrieved 
with <2> )
-delete from Links where id = ( for each link in <3> )
-delete from ObjectCustomFieldValues where id in ( for each 
ObjectCustomFieldValue in <4> )
-delete from Transactions where id in ( for each Transaction in <1> )
-delete from Tickets where id = <ticketID>;

Additionally Stuff needs to be deleted from
principals, cachedgroupmembers, groupmembers, groups.

For each ticket:
-delete from principals where
    id=groups.id and groups.instance=tickets.id as int
-delete from cachedgroupmembers where groupid=groups.id
    and groups.instance=tickets.id
-delete from groupmembers where groupid=groups.id and
    groups.instance=tickets.id
-delete from groups where instance=tickets.id
\____________________________________________

There may be more that could be deleted, namely Users(requestors) who 
created the ticket etc.

I'm toying with the idea of a script that runs each night and cleans out 
1000 tickets or so, I have 90000 tickets to delete in first instance, 
after that a regular cleanup of resolved tickets.

Hope this contributes.

Kind regards.
Luke.

















>thanks for any help,
>Jim Faulkner
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
>Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>San Francisco - Find out more at http://bestpractical.com/services/training.html
>  
>


-- 
Luke



From andrewe at epcc.ed.ac.uk  Tue Feb 28 18:03:36 2006
From: andrewe at epcc.ed.ac.uk (Andrew Elwell)
Date: Tue, 28 Feb 2006 23:03:36 +0000
Subject: [rt-users] disable autoreply to one email address
Message-ID: <20060228230336.GB19815@garnet.epcc.ed.ac.uk>

Hi Folks

I'd like to supress the following scrips to a specific requestor
 On Create Autoreply To Requestors with template Autoreply
and 
 On Resolve Notify Requestors with template Resolved


I took a guess from the wiki [[WriteCustomCondition]] and tried with

my $ticket = $self->TicketObj;
if ($ticket->RequestorAddress =~ /gmail.com/ )  {
    return(undef);
}
else {
    return(1);
}

into the /Admin/Global/Scrip.html?id=3&Queue=0 "Custom Conditions" box

but I kept getting the autoreplies from both gmail and non-gmail addresses.

Is there something stupid I've missed? (new to RT)

Andrew


-- 
Andrew Elwell, System Administrator EPCC
Tel 0131 445 7833 (ACF Building)
Tel 0131 650 5023 (Rm 3309, JCMB)


From james.faulkner at yale.edu  Tue Feb 28 18:46:38 2006
From: james.faulkner at yale.edu (Jim Faulkner)
Date: Tue, 28 Feb 2006 18:46:38 -0500 (EST)
Subject: [rt-users] RTx-shredder with a very large database
In-Reply-To: <4404D6A1.3010800@internode.com.au>
Message-ID: <Pine.LNX.4.44.0602281828250.31992-100000@netra.cs.yale.edu>


On Wed, 1 Mar 2006, Luke Vanderfluit wrote:

> I'm afraid I have a similar story, no spam queue (spam is filtered 
> before it reaches RT), but large amounts of redundant data.
> I have a similar size RT installation.
> I've installed rtx-shredder and tried that.
> See my earlier post of 27Feb2006.
> 
> I thought that doing the deletes to mysql directly (that is, not using 
> the RT api, might be faster) but I'm afraid that isn't necessarily so.
> 
> I have created a script that does this and it shows considerably long 
> processing times.
> 
> What needs to be done  to delete a ticket is this:
> 
> /~~~~~~~~~~~~~~~~~~~~~~~~~~~
> select * from Tickets where id = <ticketID>
> <1>select id from Transactions where ObjectId = <ticketID>;
> <4>select id from ObjectCustomFieldValues where ObjectId = <ticketID>;
> <3>select id from Links where LocalTarget = <ticketID>;
> <2>select id from Attachments where TransactionId = ( for each 
> transactionid retrieved with <1> )
> 
> -delete from Attachments where id in ( for each Attachment retrieved 
> with <2> )
> -delete from Links where id = ( for each link in <3> )
> -delete from ObjectCustomFieldValues where id in ( for each 
> ObjectCustomFieldValue in <4> )
> -delete from Transactions where id in ( for each Transaction in <1> )
> -delete from Tickets where id = <ticketID>;
> 
> Additionally Stuff needs to be deleted from
> principals, cachedgroupmembers, groupmembers, groups.
> 
> For each ticket:
> -delete from principals where
>     id=groups.id and groups.instance=tickets.id as int
> -delete from cachedgroupmembers where groupid=groups.id
>     and groups.instance=tickets.id
> -delete from groupmembers where groupid=groups.id and
>     groups.instance=tickets.id
> -delete from groups where instance=tickets.id
> \____________________________________________
> 
> There may be more that could be deleted, namely Users(requestors) who 
> created the ticket etc.
> 
> I'm toying with the idea of a script that runs each night and cleans out 
> 1000 tickets or so, I have 90000 tickets to delete in first instance, 
> after that a regular cleanup of resolved tickets.
> 
> Hope this contributes.
> 
> Kind regards.
> Luke.

That helps a lot!  I'm in the midst of writing my own tool to clean out 
the database, and I was just trying to figure out that exact information.  
Thank you very much!

Jim Faulkner



From todd at chaka.net  Tue Feb 28 18:49:58 2006
From: todd at chaka.net (Todd Chapman)
Date: Tue, 28 Feb 2006 18:49:58 -0500
Subject: [rt-users] RTx-shredder with a very large database
In-Reply-To: <Pine.LNX.4.44.0602281828250.31992-100000@netra.cs.yale.edu>
References: <4404D6A1.3010800@internode.com.au>
	<Pine.LNX.4.44.0602281828250.31992-100000@netra.cs.yale.edu>
Message-ID: <20060228234957.GG26666@chaka.net>

On Tue, Feb 28, 2006 at 06:46:38PM -0500, Jim Faulkner wrote:
> 
> On Wed, 1 Mar 2006, Luke Vanderfluit wrote:
> 
> > I'm afraid I have a similar story, no spam queue (spam is filtered 
> > before it reaches RT), but large amounts of redundant data.
> > I have a similar size RT installation.
> > I've installed rtx-shredder and tried that.
> > See my earlier post of 27Feb2006.
> > 
> > I thought that doing the deletes to mysql directly (that is, not using 
> > the RT api, might be faster) but I'm afraid that isn't necessarily so.
> > 
> > I have created a script that does this and it shows considerably long 
> > processing times.
> > 
> > What needs to be done  to delete a ticket is this:
> > 
> > /~~~~~~~~~~~~~~~~~~~~~~~~~~~
> > select * from Tickets where id = <ticketID>
> > <1>select id from Transactions where ObjectId = <ticketID>;
> > <4>select id from ObjectCustomFieldValues where ObjectId = <ticketID>;
> > <3>select id from Links where LocalTarget = <ticketID>;
> > <2>select id from Attachments where TransactionId = ( for each 
> > transactionid retrieved with <1> )
> > 
> > -delete from Attachments where id in ( for each Attachment retrieved 
> > with <2> )
> > -delete from Links where id = ( for each link in <3> )
> > -delete from ObjectCustomFieldValues where id in ( for each 
> > ObjectCustomFieldValue in <4> )
> > -delete from Transactions where id in ( for each Transaction in <1> )
> > -delete from Tickets where id = <ticketID>;
> > 
> > Additionally Stuff needs to be deleted from
> > principals, cachedgroupmembers, groupmembers, groups.
> > 
> > For each ticket:
> > -delete from principals where
> >     id=groups.id and groups.instance=tickets.id as int
> > -delete from cachedgroupmembers where groupid=groups.id
> >     and groups.instance=tickets.id
> > -delete from groupmembers where groupid=groups.id and
> >     groups.instance=tickets.id
> > -delete from groups where instance=tickets.id
> > \____________________________________________
> > 
> > There may be more that could be deleted, namely Users(requestors) who 
> > created the ticket etc.
> > 
> > I'm toying with the idea of a script that runs each night and cleans out 
> > 1000 tickets or so, I have 90000 tickets to delete in first instance, 
> > after that a regular cleanup of resolved tickets.
> > 
> > Hope this contributes.
> > 
> > Kind regards.
> > Luke.
> 
> That helps a lot!  I'm in the midst of writing my own tool to clean out 
> the database, and I was just trying to figure out that exact information.  
> Thank you very much!
> 

Why? When your done you will have RTx::Shredder, except not
as well tested and likely to break on some future version of RT.

-Todd


From purp at acm.org  Tue Feb 28 20:14:58 2006
From: purp at acm.org (Jim Meyer)
Date: Tue, 28 Feb 2006 17:14:58 -0800
Subject: [rt-users] rt-3.6.0pre0 "make fixdeps" fails with CPAN errors?
Message-ID: <1141175698.29964.21.camel@zodiac.pdi.com>

Hello!

Starting with a fresh RHEL3 WS box, built and installed Perl 5.8.6 and
mod_perl 2.0.2, did the usual CPAN config-ery including an "install
Bundle::CPAN" which got me to CPAN v1.87, then tried "make fixdeps" for
the first time and got a pile of errors:

% make fixdeps
[...]
MASON dependencies:
        Params::Validate 0.02...MISSING
        Install module Params::Validate
Number found where operator expected
at /usr/lib/perl5/5.8.6/CPAN/FirstTime.pm line 456, near "<= 60 && -s _
> 0"
        (Missing operator before  0?)
syntax error at /usr/lib/perl5/5.8.6/CPAN/FirstTime.pm line 456, near
"<= 60 && -s _ > 0"
Global symbol "$mby" requires explicit package name
at /usr/lib/perl5/5.8.6/CPAN/FirstTime.pm line 468.
Global symbol "$overwrite_local" requires explicit package name
at /usr/lib/perl5/5.8.6/CPAN/FirstTime.pm line 469.
Global symbol "$mby" requires explicit package name
at /usr/lib/perl5/5.8.6/CPAN/FirstTime.pm line 470.

In more bizarre news, while trying to eliminate the problem, I dropped
back to CPAN 1.86, 1.85, then 1.76, during which I got issues like this:

[...]
        Exception::Class 1.14...MISSING
        Install module Exception::Class
Running install for module Exception::Class
Running make for D/DR/DROLSKY/Exception-Class-1.23.tar.gz
LWP not available
Fetching with Net::FTP:
  ftp://archive.progeny.com/CPAN/authors/id/D/DR/DROLSKY/Exception-
Class-1.23.tar.gz
WARNING: This key is not certified with a trusted signature!
Primary key fingerprint: 2E66 557A B97C 19C7 91AF  8E20 328D A867 450F
89EC
Signature for /rel/top_tp/rt-redhat-
i686-3/src/cpan/sources/authors/id/D/DR/DROLSKY/CHECKSUMS ok
LWP not available
Fetching with Net::FTP:
  ftp://archive.progeny.com/CPAN/authors/id/D/DR/DROLSKY/CHECKSUMS
WARNING: This key is not certified with a trusted signature!
Primary key fingerprint: 2E66 557A B97C 19C7 91AF  8E20 328D A867 450F
89EC
Signature for /rel/top_tp/rt-redhat-
i686-3/src/cpan/sources/authors/id/D/DR/DROLSKY/CHECKSUMS ok
Checksum for /rel/top_tp/rt-redhat-
i686-3/src/cpan/sources/authors/id/D/DR/DROLSKY/Exception-
Class-1.23.tar.gz ok
Can't unlink file tmp: No such file or directory
at /usr/lib/perl5/5.8.6/CPAN.pm line 4373

==> Couldn't mkdir '/rel/top_tp/rt-redhat-i686-3/src/cpan/build/tmp':
File exists

==> Cannot continue: Please find the reason why I cannot make the <==
==> directory                                                     <==
==> /rel/top_tp/rt-redhat-i686-3/src/cpan/build/tmp               <==
==> and fix the problem, then retry.                              <==

I discovered that if I just run "cpan" at this point and do "install
Exception::Class", it all works just fine (for CPAN 1.76 and 1.87).
Bizarre. 

If it's useful, I can fairly quickly revert to the fresh install plus
perl 5.8.6 (and even add the mod_perl stuff, too) to track this down.

Any thoughts?

Cheers!

--j
-- 
Jim Meyer, Geek at Large                                    purp at acm.org



From lvanderf at internode.com.au  Tue Feb 28 20:49:10 2006
From: lvanderf at internode.com.au (Luke Vanderfluit)
Date: Wed, 01 Mar 2006 12:19:10 +1030
Subject: [rt-users] RTx-shredder with a very large database
In-Reply-To: <20060228234957.GG26666@chaka.net>
References: <4404D6A1.3010800@internode.com.au>
	<Pine.LNX.4.44.0602281828250.31992-100000@netra.cs.yale.edu>
	<20060228234957.GG26666@chaka.net>
Message-ID: <4404FD96.5070308@internode.com.au>

Todd Chapman wrote:

>On Tue, Feb 28, 2006 at 06:46:38PM -0500, Jim Faulkner wrote:
>  
>
>>On Wed, 1 Mar 2006, Luke Vanderfluit wrote:
>>
>>    
>>
>>>I'm afraid I have a similar story, no spam queue (spam is filtered 
>>>before it reaches RT), but large amounts of redundant data.
>>>I have a similar size RT installation.
>>>I've installed rtx-shredder and tried that.
>>>See my earlier post of 27Feb2006.
>>>
>>>I thought that doing the deletes to mysql directly (that is, not using 
>>>the RT api, might be faster) but I'm afraid that isn't necessarily so.
>>>
>>>I have created a script that does this and it shows considerably long 
>>>processing times.
>>>
>>>What needs to be done  to delete a ticket is this:
>>>
>>>/~~~~~~~~~~~~~~~~~~~~~~~~~~~
>>>select * from Tickets where id = <ticketID>
>>><1>select id from Transactions where ObjectId = <ticketID>;
>>><4>select id from ObjectCustomFieldValues where ObjectId = <ticketID>;
>>><3>select id from Links where LocalTarget = <ticketID>;
>>><2>select id from Attachments where TransactionId = ( for each 
>>>transactionid retrieved with <1> )
>>>
>>>-delete from Attachments where id in ( for each Attachment retrieved 
>>>with <2> )
>>>-delete from Links where id = ( for each link in <3> )
>>>-delete from ObjectCustomFieldValues where id in ( for each 
>>>ObjectCustomFieldValue in <4> )
>>>-delete from Transactions where id in ( for each Transaction in <1> )
>>>-delete from Tickets where id = <ticketID>;
>>>
>>>Additionally Stuff needs to be deleted from
>>>principals, cachedgroupmembers, groupmembers, groups.
>>>
>>>For each ticket:
>>>-delete from principals where
>>>    id=groups.id and groups.instance=tickets.id as int
>>>-delete from cachedgroupmembers where groupid=groups.id
>>>    and groups.instance=tickets.id
>>>-delete from groupmembers where groupid=groups.id and
>>>    groups.instance=tickets.id
>>>-delete from groups where instance=tickets.id
>>>\____________________________________________
>>>
>>>There may be more that could be deleted, namely Users(requestors) who 
>>>created the ticket etc.
>>>
>>>I'm toying with the idea of a script that runs each night and cleans out 
>>>1000 tickets or so, I have 90000 tickets to delete in first instance, 
>>>after that a regular cleanup of resolved tickets.
>>>
>>>Hope this contributes.
>>>
>>>Kind regards.
>>>Luke.
>>>      
>>>
>>That helps a lot!  I'm in the midst of writing my own tool to clean out 
>>the database, and I was just trying to figure out that exact information.  
>>Thank you very much!
>>
>>    
>>
>
>Why? When your done you will have RTx::Shredder, except not
>as well tested and likely to break on some future version of RT.
>  
>
Not sure whether web-interface invoked actions and RT API processed 
requests will be equal in performance to straigh SQL from perl script.
Would have to test both to give objective reply.
I have tried both API and direct sql, both _are_ slow.

BTW.
The stuff that I put in my script comes from the WIKI.
http://wiki.bestpractical.com/index.cgi?DatabaseAdmin

Kind regards.
Luke

>-Todd
>  
>


-- 
Luke

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From williampz at gmail.com  Tue Feb 28 21:29:59 2006
From: williampz at gmail.com (William Zola)
Date: Tue, 28 Feb 2006 18:29:59 -0800
Subject: [rt-users] Best version of Apache to use?
Message-ID: <74fa683e0602281829x166847cfq1bca065290902671@mail.gmail.com>

Hi All!

I am setting up a new installation of RT on CentOS 4, using RT version
3.4.5.  I am planning on setting up RT entirely in its own
environment, so that there are no dependencies on any of the installed
apps (perl, Apache, MySQL, etc.).

When I go to the Apache web site, I see three versions of Apache
available: 1.3, 2.0, and 2.2.  Which version is the best for use with
RT?  I know that there are places on the Wiki that recommend Apache
1.3 -- is this recommendation current, or should I really be going
with Apache 2.0?

Thanks in advance for the collective wisdom of the list!

 -William


From jeff_h_lee at yahoo.com  Tue Feb 28 21:39:14 2006
From: jeff_h_lee at yahoo.com (Jeff Lee)
Date: Tue, 28 Feb 2006 18:39:14 -0800 (PST)
Subject: [rt-users] spreadsheet upload?
Message-ID: <20060301023914.64051.qmail@web53109.mail.yahoo.com>

Hi All,
   
  I'm a RT newbie and was wondering if anyone has developed anything that would allow a user to upload an updated spreadsheet (that was downloaded through RT) with field changes. I found some info on using the "offline" feature and I guess I could write soemthing that takes the spreadsheet and translates it into the template format, but I was wodnering if anyone has done such a thing already.
   
  thanks,
  -Jeff
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From sunzhoujian at yahoo.com  Tue Feb 28 23:25:59 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Tue, 28 Feb 2006 20:25:59 -0800 (PST)
Subject: [rt-users] login problem I can't login with root password
In-Reply-To: <1141166508.18290.40.camel@moola.futuresource.com>
Message-ID: <20060301042559.14262.qmail@web33802.mail.mud.yahoo.com>

Using your link, I reinstalled with rt3.4.2 this
evening. The login problem still exists.

[Tue Feb 28 22:15:45 2006] [warn] Init: Session Cache
is not configured [hint: SSLSessionCache]
[Tue Feb 28 22:15:45 2006] [notice] FastCGI: process
manager initialized (pid 4594)
[Tue Feb 28 22:15:45 2006] [warn] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" started (pid 4595)
[Tue Feb 28 22:15:45 2006] [notice] Apache/2.0.55
(Unix) mod_ssl/2.0.55 OpenSSL/0.9.7a mod_fastcgi/2.4.2
configured -- resuming normal operations
[Tue Feb 28 22:15:46 2006] [warn] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" started (pid 4603)
[Tue Feb 28 22:15:47 2006] [warn] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" started (pid 4607)
[Tue Feb 28 22:15:49 2006] [warn] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" started (pid 4610)
[Tue Feb 28 22:16:06 2006] [error] [client
128.255.163.124] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" stderr: Use of
uninitialized value in concatenation (.) or string at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Resolver/File.pm
line 51.
[Tue Feb 28 22:16:06 2006] [error] [client
128.255.163.124] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" stderr: Use of
uninitialized value in length at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Resolver/File.pm
line 52.
[Tue Feb 28 22:16:06 2006] [error] [client
128.255.163.124] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" stderr: Use of
uninitialized value in concatenation (.) or string at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Resolver/File.pm
line 51.
[Tue Feb 28 22:16:06 2006] [error] [client
128.255.163.124] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" stderr: Use of
uninitialized value in length at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Resolver/File.pm
line 52.
[Tue Feb 28 22:16:06 2006] [error] [client
128.255.163.124] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" stderr: Use of
uninitialized value in concatenation (.) or string at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Resolver/File.pm
line 51.
[Tue Feb 28 22:16:06 2006] [error] [client
128.255.163.124] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" stderr: Use of
uninitialized value in length at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Resolver/File.pm
line 52.


Do you have any ideas about this? Since I am using
fasgcgi this time, the error message is different.



--- Les Mikesell <les at futuresource.com> wrote:

> On Tue, 2006-02-28 at 15:43, zhou jian wrote:
> > Also, I installed RT with httpd2.2.0,
> perl-module2,
> > rt3.4.5( Is this the stable version?) and
> mysql5.0.8.
> > Background, RH4, Perl5.8.8.
> 
> What I meant was what system distribution are you
> starting
> with?  Is that RH4 as in RedHat?  If so, you didn't
> need
> to replace mysql or perl or apache.  These
> instructions should
> have gotten you pretty close to working:
>
http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide
> 
> -- 
>   Les Mikesell
>    les at futuresource.com
> 
> 


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From todd at chaka.net  Tue Feb 28 23:55:09 2006
From: todd at chaka.net (Todd Chapman)
Date: Tue, 28 Feb 2006 23:55:09 -0500
Subject: [rt-users] RTx-shredder with a very large database
In-Reply-To: <4404FD96.5070308@internode.com.au>
References: <4404D6A1.3010800@internode.com.au>
	<Pine.LNX.4.44.0602281828250.31992-100000@netra.cs.yale.edu>
	<20060228234957.GG26666@chaka.net>
	<4404FD96.5070308@internode.com.au>
Message-ID: <20060301045509.GH26666@chaka.net>

On Wed, Mar 01, 2006 at 12:19:10PM +1030, Luke Vanderfluit wrote:
> Not sure whether web-interface invoked actions and RT API processed 
> requests will be equal in performance to straigh SQL from perl script.
> Would have to test both to give objective reply.
> I have tried both API and direct sql, both _are_ slow.
> 
> BTW.
> The stuff that I put in my script comes from the WIKI.
> http://wiki.bestpractical.com/index.cgi?DatabaseAdmin
> 
> Kind regards.
> Luke
> 

I would guess that it's the database work that is taking
the most time. You are guessing that it is the script
overhead. It would be better to benchmark Shredder before
you do a bunch of potentially wasted work. Perhaps adding
an index or two would speed things up...

-Todd