From ntyni+rt-users at mappi.helsinki.fi Sat Jul 1 07:42:48 2006 From: ntyni+rt-users at mappi.helsinki.fi (Niko Tyni) Date: Sat, 1 Jul 2006 14:42:48 +0300 Subject: [rt-users] rt-setup-database erroring with Locale::Maketext::Lexicon In-Reply-To: <1151689568.32004.18.camel@gspot.internal.3gupload.com> References: <1151689568.32004.18.camel@gspot.internal.3gupload.com> Message-ID: <20060701114248.GA13295@punk.it.helsinki.fi> On Fri, Jun 30, 2006 at 10:46:08AM -0700, garrett honeycutt wrote: > I am upgrading from 3.4.1 to 3.6.0. After getting all my perl module > dependencies sorted, I did the usual make upgrade then the > > # /opt/rt3/sbin/rt-setup-database --action schema --datadir > etc/upgrade/3.5.1/ > > next at /usr/local/lib/perl5/site_perl/5.8.8/Locale/Maketext/Lexicon.pm > line 471. Hi, this looks related to a bug in Locale::Maketext::Lexicon described in http://bugs.debian.org/372124 . It might be worth trying the patch there. Cheers, -- Niko Tyni ntyni at iki.fi From ruslan.zakirov at gmail.com Sat Jul 1 10:31:48 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sat, 1 Jul 2006 18:31:48 +0400 Subject: [rt-users] rt-setup-database erroring with Locale::Maketext::Lexicon In-Reply-To: <20060701114248.GA13295@punk.it.helsinki.fi> References: <1151689568.32004.18.camel@gspot.internal.3gupload.com> <20060701114248.GA13295@punk.it.helsinki.fi> Message-ID: <589c94400607010731i51b6e546uda5f9582fc824a45@mail.gmail.com> I think I fixed this in the repository. As I recall you can workaround by defining @LexiconLanguages in your config. It shouldn't be empty. On 7/1/06, Niko Tyni wrote: > On Fri, Jun 30, 2006 at 10:46:08AM -0700, garrett honeycutt wrote: > > I am upgrading from 3.4.1 to 3.6.0. After getting all my perl module > > dependencies sorted, I did the usual make upgrade then the > > > > # /opt/rt3/sbin/rt-setup-database --action schema --datadir > > etc/upgrade/3.5.1/ > > > > next at /usr/local/lib/perl5/site_perl/5.8.8/Locale/Maketext/Lexicon.pm > > line 471. > > Hi, > > this looks related to a bug in Locale::Maketext::Lexicon described > in http://bugs.debian.org/372124 . It might be worth trying the > patch there. > > Cheers, > -- > Niko Tyni ntyni at iki.fi > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From mcdonald at triumf.ca Sun Jul 2 13:27:15 2006 From: mcdonald at triumf.ca (Steven McDonald) Date: Sun, 02 Jul 2006 10:27:15 -0700 Subject: [rt-users] RT3.6 submit buttons css formatting problem Message-ID: <44A801F3.4060008@triumf.ca> Hello I have just completed a fresh RT3.6 install on a RHEL4 system. I followed the the install documentation on the wiki site http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide and all went well (although some of the perl modules particularly the mason and log:: dispatch did not install, I had to go to back to older versions from the CPAN site before all would compile and install). Anyway the problem I have is all the submit buttons, "login", "Create", "Go", "Search", "New Ticket in", " Modify Group rights" etc etc do not seem to be displaying correctly, they are not the nice rounded edge buttons from previous versions of RT. They consists of two square boxes one just out side the other, blue color. It seems they are not getting the css image formatting. I traced what I think are the rounded edges used in the formatting to NoAuth/images/css, at first I thought it was not find this directory, yet I am getting the rolldown-array and rollup-arrow images which are in this same directory. It only seems to be on the submit class=button Any Ideas. Thanks Steve From trs at bestpractical.com Sun Jul 2 22:18:13 2006 From: trs at bestpractical.com (Thomas Sibley) Date: Sun, 02 Jul 2006 22:18:13 -0400 Subject: [rt-users] RT3.6 submit buttons css formatting problem In-Reply-To: <44A801F3.4060008@triumf.ca> References: <44A801F3.4060008@triumf.ca> Message-ID: <44A87E65.2090501@bestpractical.com> Steven McDonald wrote: > Anyway the problem I have is all the submit buttons, "login", "Create", > "Go", "Search", "New Ticket in", " Modify Group rights" etc etc do not > seem to be displaying correctly, they are not the nice rounded edge > buttons from previous versions of RT. They consists of two square boxes > one just out side the other, blue color. It seems they are not getting > the css image formatting. I traced what I think are the rounded edges > used in the formatting to NoAuth/images/css, at first I thought it was > not find this directory, yet I am getting the rolldown-array and > rollup-arrow images which are in this same directory. This is the default 3.6 style. At no point in the past that I am aware of has RT had rounded buttons. Your _browser_ may have been rounding the buttons or perhaps custom CSS. Hope that helps, Tom From mcdonald at triumf.ca Mon Jul 3 02:58:05 2006 From: mcdonald at triumf.ca (Steven McDonald) Date: Sun, 02 Jul 2006 23:58:05 -0700 Subject: [rt-users] RT3.6 submit buttons css formatting problem In-Reply-To: <44A87E65.2090501@bestpractical.com> References: <44A801F3.4060008@triumf.ca> <44A87E65.2090501@bestpractical.com> Message-ID: <44A8BFFD.5000106@triumf.ca> Hello Thomas Thanks for the reply, I have sent a couple of small image attachments to demonstrate, I am not sure if this is acceptable practice for the mailing list but is the best way to show my point. The first image is from RT 3.4.5 using FireFox 1.5.0.4 (Internet Explorer also shows the same image), The second image is from a RT 3.6 default installation, both FireFox and IE show the same image. The third image is what gets displayed both by FireFox and IE if I run RT3.6 with the 3.4-compat CSS. The screenshots on the bestpractical website show images similiar to the 1st and 3rd images of mine but with square corners. In my case there is no customized CSS. I agree that the browser(s) may be providing some CSS customization but why would they produce different results depending on whether I run RT3.6 in 3.4-compat mode compared to 3.5-default mode. This is not a huge issue to me, but my first impression was that the submit buttons in RT3.6 looked like they had lost CCS information and so I thought I had something incorrect in my configuration. Thanks Steve PS some updated screenshots of RT 3.6 on the bestpractical website might help show what is to be expected. Nice work though, thanks Thomas Sibley wrote: > Steven McDonald wrote: >> Anyway the problem I have is all the submit buttons, "login", >> "Create", "Go", "Search", "New Ticket in", " Modify Group rights" etc >> etc do not seem to be displaying correctly, they are not the nice >> rounded edge buttons from previous versions of RT. They consists of >> two square boxes one just out side the other, blue color. It seems >> they are not getting the css image formatting. I traced what I think >> are the rounded edges used in the formatting to NoAuth/images/css, at >> first I thought it was not find this directory, yet I am getting the >> rolldown-array and rollup-arrow images which are in this same directory. > > This is the default 3.6 style. At no point in the past that I am > aware of has RT had rounded buttons. Your _browser_ may have been > rounding the buttons or perhaps custom CSS. > > Hope that helps, > Tom > -------------- next part -------------- A non-text attachment was scrubbed... Name: FF-3.4.5.jpg Type: image/jpeg Size: 1641 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: FF-3.6.jpg Type: image/jpeg Size: 1946 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: FF 3.6 compat.jpg Type: image/jpeg Size: 1659 bytes Desc: not available URL: From hwagener at hamburg.fcb.com Mon Jul 3 03:31:20 2006 From: hwagener at hamburg.fcb.com (Wagener, Harald) Date: Mon, 03 Jul 2006 09:31:20 +0200 Subject: [rt-users] RT on lighttpd anyone? Message-ID: Hello, did anyone successfully deploy RT on lighttpd already? Any tips or tricks? Regards, Harald -- harald wagener technical lead it fcb wilkens an der alster 42 20099 hamburg hwagener at hamburg.fcb.com t. +49(0)40-2881-1252 www.footeconebelding.de From lzeyer at coframi-massy.com Mon Jul 3 06:58:17 2006 From: lzeyer at coframi-massy.com (lzeyer) Date: Mon, 03 Jul 2006 12:58:17 +0200 Subject: [rt-users] Custom field rights Message-ID: <44A8F849.70609@coframi-massy.com> Hi all, I come back with this question: Since RT344, i detected that ModifyCustomfield right is required to fill in custom field during the submission action. In addition, i detected that ModifyCustomfield right allow to modify custom field value without having ModifyTicket right. In us organization, only owner can modify a ticket. I'm surprised by this young behaviour, what's your point of view ? Best regards, -- Ludovic ZEYER Coframi Ile-de-france Gestion des configurations des logiciels Gestion des demandes de changements t?l: 01.69.53.44.71 From asips at nl.clara.net Mon Jul 3 08:59:27 2006 From: asips at nl.clara.net (Alain Sips) Date: Mon, 3 Jul 2006 14:59:27 +0200 Subject: [rt-users] permissions of RT_System Message-ID: <20060703125953.0FBC453E8F9@mail2-new.vianetworks.nl> Hello, I am trying to set a custom field based on an incoming mail. Part of the code looks like this: my $CF_Obj = RT::CustomField->new($RT::SystemUser); my $cf_name = "Skill"; $CF_Obj->LoadByName( Name => $cf_name, Queue => '0',); my ($retcode, $msg) = $CF_Obj->AddValueForObject( Object => $self->TicketObj, Content => $cf_value, ); $RT::Logger->debug("Return code [$retcode] Msg [$msg]\n"); The scrip gets executed, however the custom field won't be set, because the permission is denied. The user is RT_System, but I can't seem to find where I can set the 'ModifyCustomField' right for this user. Can someone please help me? Thanks, Alain Sips -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Mon Jul 3 11:37:04 2006 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 03 Jul 2006 11:37:04 -0400 Subject: [rt-users] RT3.6 submit buttons css formatting problem In-Reply-To: <44A8BFFD.5000106@triumf.ca> References: <44A801F3.4060008@triumf.ca> <44A87E65.2090501@bestpractical.com> <44A8BFFD.5000106@triumf.ca> Message-ID: <44A939A0.408@bestpractical.com> Steven McDonald wrote: > In my case there is > no customized CSS. I agree that the browser(s) may be providing some CSS > customization but why would they produce different results depending on > whether I run RT3.6 in 3.4-compat mode compared to 3.5-default mode. Ah, I see why. RT 3.4.5 and the CSS for 3.6's 3.4-compat styles don't style form buttons at all, and so the browser (FF or IE) uses the system style for buttons, which is rounded (looks like you're on XP). The default 3.6 CSS provide styles for the buttons and so the system styles aren't used. Tom From joshb at netcentralinc.com Mon Jul 3 13:20:30 2006 From: joshb at netcentralinc.com (Josh Barron) Date: Mon, 3 Jul 2006 11:20:30 -0600 Subject: [rt-users] User's Owned Tickets show incorrect URL string for subject Message-ID: <1CD7A3530F98054194C0E6BBDA4A6849025866@corpmain.NetCentral.local> Hi everyone, Not sure where to take this one. Tried a couple google searches but the problem is pretty generic to describe and thus difficult to get relevant results. Here is my problem. When doing a search for tickets you own, or on the RT at a glance page, if you mouse over or try to click on the hyperlinked ticket subject you get the following URL: http://ticket/Display.html?id=2. Obviously that URL isn't going to work. If you click on the ticket number or check on the "10 newest unowned tickets" section, the hyperlink is correct and takes you to the ticket. I've checked my RT_SiteConfig.pm file and it appears to be correct. Everything else seems to work except that, and obviously its causing quite a stir for my users since they click on their ticket and firefox tries to auto resolve the domain taking them to a concert ticket website :). Any help is appreciated. I can post logs, configs, whatever is needed. Thanks, Josh From murphy at genome.chop.edu Mon Jul 3 13:42:25 2006 From: murphy at genome.chop.edu (Kevin Murphy) Date: Mon, 03 Jul 2006 13:42:25 -0400 Subject: [rt-users] User's Owned Tickets show incorrect URL string for subject In-Reply-To: <1CD7A3530F98054194C0E6BBDA4A6849025866@corpmain.NetCentral.local> References: <1CD7A3530F98054194C0E6BBDA4A6849025866@corpmain.NetCentral.local> Message-ID: <44A95701.5090901@genome.chop.edu> Josh Barron wrote: > When doing a search for tickets you own, or on the > RT at a glance page, if you mouse over or try to click on the > hyperlinked ticket subject you get the following URL: > http://ticket/Display.html?id=2. Obviously that URL isn't going to > work. Yes, I've reported this problem twice on this list and received no response. -Kevin Murphy From KFCrocker at lbl.gov Mon Jul 3 14:16:18 2006 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 03 Jul 2006 11:16:18 -0700 Subject: [rt-users] How to setup RT users and groups? In-Reply-To: <44A54D06.8030307@safernet.org.br> References: <20060630043906.94791.qmail@web32803.mail.mud.yahoo.com> <44A4C092.5060301@safernet.org.br> <44A5450C.1020405@lbl.gov> <44A54D06.8030307@safernet.org.br> Message-ID: <44A95EF2.2060505@lbl.gov> Gilmare, Yes. I misunderstood your situation and you're correct, If one ticket is available to a group, all tickets are. Different Queues for different types of tickets will allow you to do what you want. We use that method here as well. We have several Queues to handle different types (groups) of tickets within an overall support area and different access rights per group per queue. Kenn LBNL Gilmar Santos Jr wrote: > Hi, Kenn. > > Maybe I didn't make myself clear... It's possible to setup different > access rights within the same queue for different groups, like group A > can take, group B can comment, etc. But I was talking about, for > example, the "ShowTicket" permission. Can I set up RT to show some > tickets to a group and not to other group within the same queue? The > "ShowTicket" permission applies to all tickets in the queue, and not for > groups of tickets. That's why I suggested creating one queue for each > group :-) > > -- > Gilmar Santos Jr > > Kenneth Crocker escreveu: >> Gilmar, >> >> You said, "I think it's not possible to make this kind of access >> control within the same queue... Am I mistaken?". If I understood your >> question correctly, the answer is "Yes", you could set up different >> access rights for any number of groups you want to access the Queue. >> We have a variety of Queues and groups where 1 Queue may have several >> groups with different types of access as well as many groups that have >> different types of access to several different Queues. It's all in the >> way you configure your Queues. >> >> Kenn >> LBNL >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > From cabal at u.washington.edu Mon Jul 3 14:59:08 2006 From: cabal at u.washington.edu (John H. Nyhuis) Date: Mon, 3 Jul 2006 11:59:08 -0700 (PDT) Subject: [rt-users] Q: How to build a ticket query that uses custom fields Message-ID: Greetings, Is it possible in RT3.4 to build a query in the Query Builder that lets you select tickets based off of a custom field in the tickets? How hard or easy would this be to add in? Thanks, John H. Nyhuis Sr. Computer Specialist Dept. of Pediatrics HS RR349B, Box 356320 University of Washington Desk: (206)-685-3884 cabal at u.washington.edu From gilmarsantosjr at safernet.org.br Mon Jul 3 19:48:15 2006 From: gilmarsantosjr at safernet.org.br (Gilmar Santos Jr) Date: Mon, 03 Jul 2006 20:48:15 -0300 Subject: [rt-users] Q: How to build a ticket query that uses custom fields In-Reply-To: References: Message-ID: <44A9ACBF.9040609@safernet.org.br> Hi, Yes. First select the queue(s) and "add", then all custom fields related to those queues appear and you can adjust the query. "add" and search ;-) 3.6 has a shortcut button "add and search". great button! -- Gilmar Santos Jr John H. Nyhuis escreveu: > Greetings, > > Is it possible in RT3.4 to build a query in the Query Builder that > lets you select tickets based off of a custom field in the tickets? > > How hard or easy would this be to add in? > > Thanks, > > John H. Nyhuis > Sr. Computer Specialist > Dept. of Pediatrics > HS RR349B, Box 356320 > University of Washington > Desk: (206)-685-3884 > cabal at u.washington.edu > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html From hratnatilake at openworld.org Tue Jul 4 00:58:47 2006 From: hratnatilake at openworld.org (himira ratnatilake) Date: Tue, 04 Jul 2006 10:58:47 +0600 Subject: [rt-users] RT upgrade problem ver 3.2.1. to 3.4.5 Message-ID: <1151989127.11205.23.camel@himira.localdomain> I have tried to upgrade rt from 3.2.1 to 3.4.5 in a gentoo system. I didn't change anything on the database. When I try to import the previous db it gives so many errors. Then I remove the db and directly import the db. Then rt doesn't work correctly it gives error like ----------------------------------------------------------------------- DBD::Pg::st execute failed: ERROR: permission denied for relation users RT::Handle=HASH(0x9111ba8) couldn't execute the query 'SELECT * FROM Users WHERE LOWER(Name) = LOWER(?)' at /usr/lib/perl5/vendor_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 506 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x9111ba8)', 'SELECT * FROM Users WHERE LOWER(Name) = LOWER(?)', 'RT_System') called at /usr/lib/perl5/vendor_perl/5.8.6/DBIx/SearchBuilder/Record.pm line 1218 DBIx::SearchBuilder::Record::_LoadFromSQL('RT::CurrentUser=HASH(0x9743bf4)', 'SELECT * FROM Users WHERE LOWER(Name) = LOWER(?)', 'RT_System') called at /usr/lib/perl5/vendor_perl/5.8.6/DBIx/SearchBuilder/Record.pm line 1133 DBIx::SearchBuilder::Record::LoadByCols('RT::CurrentUser=HASH(0x9743bf4)', 'LOWER(Name)', 'HASH(0x9189818)') called at /usr/lib/perl5/vendor_perl/5.8.6/DBIx/SearchBuilder/Record/Cachable.pm line 137 DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::CurrentUser=HASH(0x9743bf4)', 'LOWER(Name)', 'HASH(0x9189818)') called at //usr/share/webapps/rt/3.4.5/hostroot/rt-3.4.5/lib/RT/Record.pm line 392 RT::Record::LoadByCols('RT::CurrentUser=HASH(0x9743bf4)', 'Name', 'RT_System') called at /usr/lib/perl5/vendor_perl/5.8.6/DBIx/SearchBuilder/Record.pm line 1078 DBIx::SearchBuilder::Record::LoadByCol('RT::CurrentUser=HASH(0x9743bf4)', 'Name', 'RT_System') called at //usr/share/webapps/rt/3.4.5/hostroot/rt-3.4.5/lib/RT/CurrentUser.pm line 254 RT::CurrentUser::LoadByName('RT::CurrentUser=HASH(0x9743bf4)', 'RT_System') called at //usr/share/webapps/rt/3.4.5/hostroot/rt-3.4.5/lib/RT.pm line 153 RT::Init() called at /var/www/localhost/rt/rt-3.4.5/bin/webmux.pl line 119 RT::Mason::handler('Apache2::RequestRec=SCALAR(0x9111698)') called at -e line 0 eval {...} called at -e line 0 DBD::Pg::st execute failed: ERROR: permission denied for relation users RT::Handle=HASH(0x9111ba8) couldn't execute the query 'SELECT * FROM Users WHERE LOWER(Name) = LOWER(?)' at /usr/lib/perl5/vendor_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 506 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x9111ba8)', 'SELECT * FROM Users WHERE LOWER(Name) = LOWER(?)', 'Nobody') called at /usr/lib/perl5/vendor_perl/5.8.6/DBIx/SearchBuilder/Record.pm line 1218 DBIx::SearchBuilder::Record::_LoadFromSQL('RT::CurrentUser=HASH(0x97540b8)', 'SELECT * FROM Users WHERE LOWER(Name) = LOWER(?)', 'Nobody') called at /usr/lib/perl5/vendor_perl/5.8.6/DBIx/SearchBuilder/Record.pm line 1133 DBIx::SearchBuilder::Record::LoadByCols('RT::CurrentUser=HASH(0x97540b8)', 'LOWER(Name)', 'HASH(0x97547f0)') called at /usr/lib/perl5/vendor_perl/5.8.6/DBIx/SearchBuilder/Record/Cachable.pm line 137 DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::CurrentUser=HASH(0x97540b8)', 'LOWER(Name)', 'HASH(0x97547f0)') called at //usr/share/webapps/rt/3.4.5/hostroot/rt-3.4.5/lib/RT/Record.pm line 392 RT::Record::LoadByCols('RT::CurrentUser=HASH(0x97540b8)', 'Name', 'Nobody') called at /usr/lib/perl5/vendor_perl/5.8.6/DBIx/SearchBuilder/Record.pm line 1078 DBIx::SearchBuilder::Record::LoadByCol('RT::CurrentUser=HASH(0x97540b8)', 'Name', 'Nobody') called at //usr/share/webapps/rt/3.4.5/hostroot/rt-3.4.5/lib/RT/CurrentUser.pm line 254 RT::CurrentUser::LoadByName('RT::CurrentUser=HASH(0x97540b8)', 'Nobody') called at //usr/share/webapps/rt/3.4.5/hostroot/rt-3.4.5/lib/RT.pm line 157 RT::Init() called at /var/www/localhost/rt/rt-3.4.5/bin/webmux.pl line 119 RT::Mason::handler('Apache2::RequestRec=SCALAR(0x9111698)') called at -e line 0 eval {...} called at -e line 0 --------------------------------------------------------------------------- Do I need to change the scheme/db/parameter when upgrading. How do I correctly migrate the db?? /himira. CONFIDENTIALITY NOTICE The information contained in this message is confidential, intended only for the use of the individual or the entity named as recipient. If the reader of this message is not that recipient, you are notified that any dissemination, distribution or copy of this message is strictly prohibited. If you have received this message in error, please immediately notify us by telephone on the number above. Your co-operation is appreciated. From cube at cubidou.net Tue Jul 4 02:43:56 2006 From: cube at cubidou.net (Quentin Garnier) Date: Tue, 4 Jul 2006 08:43:56 +0200 Subject: [rt-users] RT upgrade problem ver 3.2.1. to 3.4.5 In-Reply-To: <1151989127.11205.23.camel@himira.localdomain> References: <1151989127.11205.23.camel@himira.localdomain> Message-ID: <20060704064356.GM11410@gallia.cubidou.net> On Tue, Jul 04, 2006 at 10:58:47AM +0600, himira ratnatilake wrote: > I have tried to upgrade rt from 3.2.1 to 3.4.5 in a gentoo system. I > didn't change anything on the database. When I try to import the > previous db it gives so many errors. > Then I remove the db and directly import the db. Then rt doesn't work > correctly it gives error like Well, you *do* have to change the database. Look at the README file, step 7 of the section "GENERAL INSTALLATION". -- Quentin Garnier - cube at cubidou.net - cube at NetBSD.org "When I find the controls, I'll go where I like, I'll know where I want to be, but maybe for now I'll stay right here on a silent sea." KT Tunstall, Silent Sea, Eye to the Telescope, 2004. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 478 bytes Desc: not available URL: From something at gmail.com Tue Jul 4 04:28:25 2006 From: something at gmail.com (Sean) Date: Tue, 4 Jul 2006 16:28:25 +0800 Subject: [rt-users] RTFM Administration, Content, Topics and Classes Message-ID: <327e65eb0607040128p292309a2n6387b8927e78c0b6@mail.gmail.com> Cent OS 4.3 with rt-3.4.5 and RTFM-2.2.0RC2 (mySQL, new install). The system seems to be working fine (I can create/take/resolve requests, RTFM appears in the GUI, the Extract Article link appears in RT, I can create RTFM articles, search for them from RT interface, etc.). Problems: 1. RTFM Administration page (right side of the screen) is empty 2. When working on a ticket, I cannot attach articles that I find through article search interface to outgoing tickets (see the error below) 3. When I display an RTFM article (e.g. http://localhost/RTFM/Article/Display.html?id=2), Content and Topics are both empty. Even in Modify, there is no text area to enter anything in Content. I don't know where to create Topics (I can only list them) and the RTFM document is for v1.0 and it does not talk about Topics. 4. When I attempt to Extract RTFM Article, it asks me to "Create a new article in" (I have one Class it's called "Best Practices" which I select) and then it asks me to choose Topics (which are empty and I don't know how to create them). I also don't see any drop-down fields like "body" mentioned in http://www.bestpractical.com/rtfm/rtfm-2.0-manual-v1.0.pdf. 5. When I go to http://localhost/RTFM/Topics.html I see no topics, just my classes (and there's a header "Browse by Topic" - shouldn't that be Browse by Class or "No topics are available"?). Also in the article search page - the results list Topic/Class in the same column. Can someone explain how to use Topics and if my setup seems to be functioning normally (except for the error below)? How to use "Custom Fields" that apply to RTFM and which Type should be used how? I couldn't find info on this on the Web. I am trying these things using a single user account with all permissions granted. There was one strange thing during RTFM setup - the "make initdb" step did not work as it attempted to do its thing without using password to mySQL DB. I "solved" that by directly executing the command ( /usr/bin/perl -Ilib -I/opt/rt3/lib /opt/rt3/sbin/rt-setup-database --action schema --datadir etc --datafile etc/initialdata --dba rt3-user --prompt-for-dba-password). Thanks, Sean === error: RT::FM::Article::_UpdateTimeTaken Unimplemented in RT::Record. (/opt/rt3/lib/RT/Record.pm line 1462) context: ... 492: else { 493: my ( $package, $filename, $line ); 494: ( $package, $filename, $line ) = caller; 495: 496: die "$AUTOLOAD Unimplemented in $package. ($filename line $line) \n"; 497: } 498: 499: } 500: ... code stack: /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm:496 /opt/rt3/lib/RT/Record.pm:1462 /opt/rt3/lib/RT/Ticket_Overlay.pm:2641 /opt/rt3/lib/RT/Ticket_Overlay.pm:2557 /opt/rt3/lib/RT/Interface/Web.pm:1496 /opt/rt3/lib/RT/Interface/Web.pm:1446 /opt/rt3/share/html/Ticket/Display.html:145 /opt/rt3/share/html/Ticket/Update.html:214 /opt/rt3/share/html/autohandler:215 raw error From pau at imente.com Tue Jul 4 04:22:54 2006 From: pau at imente.com (=?ISO-8859-1?Q?Pau_Montero_Par=E9s?=) Date: Tue, 4 Jul 2006 10:22:54 +0200 Subject: [rt-users] Q: How to build a ticket query that uses custom fields In-Reply-To: <44A9ACBF.9040609@safernet.org.br> References: <44A9ACBF.9040609@safernet.org.br> Message-ID: El 04/07/2006, a las 1:48, Gilmar Santos Jr escribi?: > Hi, > > Yes. First select the queue(s) and "add", then all custom fields > related > to those queues appear and you can adjust the query. "add" and > search ;-) > 3.6 has a shortcut button "add and search". great button! This is a nice tip! I have a 3.4.1 instalation and everything works like a charm except the customfield searches. A CF.{value}='yes' has a time to display of 99.041657 sec. I supose that this is a mysql problem but I didn't find anything odd. ObjectCustomFieldValues has 2057 rows and 5 indexes: PRIMARY: id (cardinality 1802) TicketCustomFieldValues1: CustomField ObjectId Content (cardinality 1802) TicketCustomFieldValues2: CustomField ObjectId (cardinality 1802) ObjectCustomFieldValues1: Content (cardinality 901) ObjectCustomFieldValues2: CustomField ObjectType ObjectId (cardinality 1802) Is this an innoDB problem? any suggestions? -- Pau Montero Par?s -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: Mensaje firmado digitalmente URL: From tim at ccc.de Tue Jul 4 10:20:14 2006 From: tim at ccc.de (Tim Pritlove) Date: Tue, 4 Jul 2006 16:20:14 +0200 Subject: [rt-users] How can I prevent users from reading other queue's tickets? Message-ID: <229206BB-B2A9-43DD-983C-5F57235108FF@ccc.de> Hi, I am using RT 3.2 and just found out two annoying things 1. people who have NO permissions for a queue can still read the ticket when they get the URL 2. tickets that do not have an owner get listed for every user of the system on the main page What can I do to prevent both things? Greetings Tim -- Tim Pritlove, Discordian Evangelist, Chaos Computer Club ------ Ein Lebensk?nstler gedeiht am besten im Spannungsfeld zwischen Boh?me und Askese und ist als gelebtes Gesamtkunstwerk sinnstiftend f?r sich selbst. -- Wikipedia -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 3570 bytes Desc: not available URL: From gilmarsantosjr at safernet.org.br Tue Jul 4 11:11:02 2006 From: gilmarsantosjr at safernet.org.br (Gilmar Santos Jr) Date: Tue, 04 Jul 2006 12:11:02 -0300 Subject: [rt-users] How can I prevent users from reading other queue's tickets? In-Reply-To: <229206BB-B2A9-43DD-983C-5F57235108FF@ccc.de> References: <229206BB-B2A9-43DD-983C-5F57235108FF@ccc.de> Message-ID: <44AA8506.3020302@safernet.org.br> Hi Tim, 1. There is more than one permission involved. The "SeeQueue" and the many "ShowTicket*". When someone doesn't have the "SeeQueue" permission it's still possible to see ticket, exactly as you described. Remove the ShowTicket and related from those users that don't have the SeeQueue. 2. If all users can see all queues that's true. Tickets in a queue you can't see are not shown in your main page... -- Gilmar Santos Jr Tim Pritlove escreveu: > Hi, > > I am using RT 3.2 and just found out two annoying things > > 1. people who have NO permissions for a queue can still read the > ticket when they get the URL > 2. tickets that do not have an owner get listed for every user of the > system on the main page > > What can I do to prevent both things? > > Greetings > Tim > --Tim Pritlove, Discordian Evangelist, Chaos Computer Club > > > > ------ > Ein Lebensk?nstler gedeiht am besten im Spannungsfeld zwischen Boh?me > und Askese und ist als gelebtes Gesamtkunstwerk sinnstiftend f?r sich > selbst. -- Wikipedia > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From rt3-jolemuel at eu.uu.net Tue Jul 4 11:08:56 2006 From: rt3-jolemuel at eu.uu.net (Jodok Ole Muellers) Date: Tue, 4 Jul 2006 17:08:56 +0200 Subject: [rt-users] import-1.0-to-2.0.pl dates are getting lost during migration (e.g. date_created => Created) Message-ID: <20060704170856.7991aecf@lixus> Hello, PROBLEM: import-1.0-to-2.0.pl does not keep correct dates and requestors (e.g. date_created ) WANTED: patch for import-1.0-to-2.0.pl or rt-2-0-0 I tested an upgrade of an rt-1.0.1 system with about 50.000 tickets to rt-3.0.12 and upgrade to rt-3.4.5. It basically worked by using import-1.0-to-2.0.pl to convert to rt-2-0-0 and then convert with the rt2-to-rt3-1.23 scripts to latest 3.0.x version (rt-3.0.12). But after migrating "successfully" I noticed that e.g. the "Created" entries for "Ticket" and "Transactions" tables do contain time stamps of the time frame when the import-1.0-to-2.0.pl was running and not the original creation date of the tickets and transactions as expected. I found out, that already import-1.0-to-2.0.pl puts these wrong dates into rt2 I added some "print" commands to import-1.0-to-2.0.pl and e.g. "date_created" in epoche seconds is correctly read from rt1 and also correctly transformed to the "2006-07-04 13:05:02" format but just not written into rt2 database. This makes it hard to find old tickets and impossible to run statistic tools. I am not sure if this is a problem of rt-2-0-0 or import-1.0-to-2.0.pl but I found this related thread: http://www.gossamer-threads.com/lists/rt/users/11205 > i think that is what i used back when i converted. when i did it, it > did not carry over the requestor or ticket creation and resolution > dates (ie- sets all requestors to whatever you are when you import, > and dates to current date). i hacked like four lines to carry these > over and mailed it to the list, you can check the archives if > interested. fyi and good luck! That sounds that this is a known problem and that there is a patch around?! * Has somebody please this patch available for me or another solution ? I am using this version for import-1.0-to-2.0 from http://download.bestpractical.com/pub//rt/contrib/2.0/rt-addons/import-1.0-to-2.0 rt-addons/import-1.0-to-2.0,v 1.6 2002/01/25 20:14:55 jesse Exp $ * Should I first update rt-1.0.1 to rt-1.0.7 before migrating to rt-2.x ? * Should I use latest rt2 (rt-2-0-15) insead of earliest rt2 (rt-2-0-0 ) during import-1.0-to-2.0 migration ? PLEASE HELP ME ! best regards, Jodok BTW: dumpfile-to-rt-3.0 failed if using DBIx-SearchBuilder-1.26 while running rt-2.0-to-dumpfile but I was able to run these scripts rt2-to-rt3-1.23 fine with DBIx-SearchBuilder-1.01. rt1 mysql> select id,trans_date from transactions LIMIT 3; +-----+------------+ | id | trans_date | +-----+------------+ | 81 | 967200331 | | 80 | 967200325 | | 115 | 967214097 | +-----+------------+ rt1 mysql> select serial_num,date_created from each_req LIMIT 3; +------------+--------------+ | serial_num | date_created | +------------+--------------+ | 1 | 966001877 | | 2 | 966422061 | | 3 | 966425398 | +------------+--------------+ rt2 mysql> select id,Created from Transactions LIMIT 3; +----+---------------------+ | id | Created | +----+---------------------+ | 1 | 2006-07-04 15:03:43 | | 2 | 2006-07-04 15:03:43 | | 3 | 2006-07-04 15:03:43 | +----+---------------------+ rt2 mysql> select id,Created from Tickets LIMIT 3; +----+---------------------+ | id | Created | +----+---------------------+ | 1 | 2006-07-04 15:03:43 | | 2 | 2006-07-04 15:03:43 | | 3 | 2006-07-04 15:03:43 | +----+---------------------+ -- Jodok Ole Muellers | Verizon Business Internet Software System Engineer | Sebrathweg 20 EMEA Server & Service Management | D-44149 Dortmund, Germany phone: +49 (0)231 972 1432 | vnet : 317 1432 mail : jolemuel at eu.uu.net | fax : +49 231 972 2587 pgp : gpg --keyserver blackhole.pca.dfn.de --recv-keys 5A2A106E From gilmarsantosjr at safernet.org.br Tue Jul 4 11:25:24 2006 From: gilmarsantosjr at safernet.org.br (Gilmar Santos Jr) Date: Tue, 04 Jul 2006 12:25:24 -0300 Subject: [rt-users] Q: How to build a ticket query that uses custom fields In-Reply-To: References: <44A9ACBF.9040609@safernet.org.br> Message-ID: <44AA8864.5000806@safernet.org.br> Pau Montero Par?s escreveu: > This is a nice tip! I have a 3.4.1 instalation and everything works > like a charm except the customfield searches. A CF.{value}='yes' has a > time to display of 99.041657 sec. I supose that this is a mysql > problem but I didn't find anything odd. > > ObjectCustomFieldValues has 2057 rows and 5 indexes: > > PRIMARY: id (cardinality 1802) > TicketCustomFieldValues1: CustomField ObjectId Content (cardinality 1802) > TicketCustomFieldValues2: CustomField ObjectId (cardinality 1802) > ObjectCustomFieldValues1: Content (cardinality 901) > ObjectCustomFieldValues2: CustomField ObjectType ObjectId (cardinality > 1802) > > Is this an innoDB problem? any suggestions? Maybe the problem is with the index. Try to remove the "TicketCustomFieldValues" (they are from previous versions). Take a look at the wiki.bestpractical.com, there is a topic about permormance tunning. There are mysql tips, apache tips, etc. -- Gilmar Santos Jr From gh at mixxerinc.com Tue Jul 4 21:44:46 2006 From: gh at mixxerinc.com (garrett honeycutt) Date: Tue, 04 Jul 2006 18:44:46 -0700 Subject: [rt-users] rt-setup-database erroring with Locale::Maketext::Lexicon In-Reply-To: <589c94400607010731i51b6e546uda5f9582fc824a45@mail.gmail.com> References: <1151689568.32004.18.camel@gspot.internal.3gupload.com> <20060701114248.GA13295@punk.it.helsinki.fi> <589c94400607010731i51b6e546uda5f9582fc824a45@mail.gmail.com> Message-ID: <1152063886.11136.70.camel@gspot.internal.3gupload.com> On Sat, 2006-07-01 at 18:31 +0400, Ruslan Zakirov wrote: > I think I fixed this in the repository. As I recall you can workaround > by defining @LexiconLanguages in your config. It shouldn't be empty. > > On 7/1/06, Niko Tyni wrote: > > On Fri, Jun 30, 2006 at 10:46:08AM -0700, garrett honeycutt wrote: > > > I am upgrading from 3.4.1 to 3.6.0. After getting all my perl module > > > dependencies sorted, I did the usual make upgrade then the > > > > > > # /opt/rt3/sbin/rt-setup-database --action schema --datadir > > > etc/upgrade/3.5.1/ > > > > > > next at /usr/local/lib/perl5/site_perl/5.8.8/Locale/Maketext/Lexicon.pm > > > line 471. > > > > Hi, > > > > this looks related to a bug in Locale::Maketext::Lexicon described > > in http://bugs.debian.org/372124 . It might be worth trying the > > patch there. > > > > Cheers, > > -- > > Niko Tyni ntyni at iki.fi It was already defined as the following. @LexiconLanguages = qw(en) unless (@LexiconLanguages); That simple patch to the Lexicon.pm worked. Many Thanks, -g -- // Garrett Honeycutt // Systems Engineer // Mixxer.com // // 206.973.3556 From hratnatilake at openworld.org Tue Jul 4 23:44:04 2006 From: hratnatilake at openworld.org (himira ratnatilake) Date: Wed, 05 Jul 2006 09:44:04 +0600 Subject: [rt-users] RT upgrade problem ver 3.2.1. to 3.4.5 In-Reply-To: <20060704064356.GM11410@gallia.cubidou.net> References: <1151989127.11205.23.camel@himira.localdomain> <20060704064356.GM11410@gallia.cubidou.net> Message-ID: <1152071044.11205.38.camel@secure.raffles.com> Olnly versions 3.1.0/ 3.1.15/ 3.1.17/ 3.3.0/ 3.3.11/ are in the /etc/upgrade. No schema/acl for 3.2.1 I thought no need of db upgrade, but it seems need to upgrade as when I create new db with rt-3.4.5 it works perfectly, problem comes with the previous db(3.2.1) ~himira. On Tue, 2006-07-04 at 08:43 +0200, Quentin Garnier wrote: > On Tue, Jul 04, 2006 at 10:58:47AM +0600, himira ratnatilake wrote: > > I have tried to upgrade rt from 3.2.1 to 3.4.5 in a gentoo system. I > > didn't change anything on the database. When I try to import the > > previous db it gives so many errors. > > Then I remove the db and directly import the db. Then rt doesn't work > > correctly it gives error like > > Well, you *do* have to change the database. Look at the README file, > step 7 of the section "GENERAL INSTALLATION". > CONFIDENTIALITY NOTICE The information contained in this message is confidential, intended only for the use of the individual or the entity named as recipient. If the reader of this message is not that recipient, you are notified that any dissemination, distribution or copy of this message is strictly prohibited. If you have received this message in error, please immediately notify us by telephone on the number above. Your co-operation is appreciated. From cube at cubidou.net Wed Jul 5 00:41:44 2006 From: cube at cubidou.net (Quentin Garnier) Date: Wed, 5 Jul 2006 06:41:44 +0200 Subject: [rt-users] RT upgrade problem ver 3.2.1. to 3.4.5 In-Reply-To: <1152071044.11205.38.camel@secure.raffles.com> References: <1151989127.11205.23.camel@himira.localdomain> <20060704064356.GM11410@gallia.cubidou.net> <1152071044.11205.38.camel@secure.raffles.com> Message-ID: <20060705044144.GC6170@gallia.cubidou.net> On Wed, Jul 05, 2006 at 09:44:04AM +0600, himira ratnatilake wrote: > Olnly versions 3.1.0/ 3.1.15/ 3.1.17/ 3.3.0/ 3.3.11/ are in > the /etc/upgrade. No schema/acl for 3.2.1 > I thought no need of db upgrade, but it seems need to upgrade as > when I create new db with rt-3.4.5 it works perfectly, problem > comes with the previous db(3.2.1) Excerpt from README: For each item in that directory whose name is greater than your previously installed RT version, run: 3.2.1 < 3.3.0 < 3.3.11 The versions listed in that directory are the ones when the database schema changed, not anything else. > On Tue, 2006-07-04 at 08:43 +0200, Quentin Garnier wrote: > > On Tue, Jul 04, 2006 at 10:58:47AM +0600, himira ratnatilake wrote: > > > I have tried to upgrade rt from 3.2.1 to 3.4.5 in a gentoo system. I > > > didn't change anything on the database. When I try to import the > > > previous db it gives so many errors. > > > Then I remove the db and directly import the db. Then rt doesn't work > > > correctly it gives error like > > > > Well, you *do* have to change the database. Look at the README file, > > step 7 of the section "GENERAL INSTALLATION". -- Quentin Garnier - cube at cubidou.net - cube at NetBSD.org "When I find the controls, I'll go where I like, I'll know where I want to be, but maybe for now I'll stay right here on a silent sea." KT Tunstall, Silent Sea, Eye to the Telescope, 2004. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 478 bytes Desc: not available URL: From jokermjs19 at comcast.net Wed Jul 5 01:17:44 2006 From: jokermjs19 at comcast.net (Mathew Snyder) Date: Wed, 05 Jul 2006 01:17:44 -0400 Subject: [rt-users] Rights not migrating Message-ID: <44AB4B78.4050103@comcast.net> I'm migrating from RT v.3.0.9, Postgres to v3.6.0, MySQL v 5.0.22 on Fedora Core 5. Our old setup has a group called RT_Admin to which I belong. This group has SuperUser rights. I'm using the script for moving from Postgres to MySQL posted on the wiki by, I believe, Jesse. Previously, I've had no problems with this process. However, now when I move the database dump-file over to the new version the rights of that group are apparently wiped out as no one in the RT_Admin group has access to the Configuration menu. Have others had this happen? As I said, previously it wasn't an issue. It suddenly has become one though. Any help would be appreciated. Mathew Snyder From mcdonald at triumf.ca Wed Jul 5 01:52:15 2006 From: mcdonald at triumf.ca (Steven McDonald) Date: Tue, 04 Jul 2006 22:52:15 -0700 Subject: [rt-users] RT3.6 submit buttons css formatting problem In-Reply-To: <44A939A0.408@bestpractical.com> References: <44A801F3.4060008@triumf.ca> <44A87E65.2090501@bestpractical.com> <44A8BFFD.5000106@triumf.ca> <44A939A0.408@bestpractical.com> Message-ID: <44AB538F.8040600@triumf.ca> Hi Thomas Yes I came to the same conclusion after looking around further. The hardest problems to solve are those where there are no problems. Thanks for your comments. Steve Thomas Sibley wrote: > Steven McDonald wrote: >> In my case there is no customized CSS. I agree that the browser(s) >> may be providing some CSS customization but why would they produce >> different results depending on whether I run RT3.6 in 3.4-compat mode >> compared to 3.5-default mode. > > Ah, I see why. RT 3.4.5 and the CSS for 3.6's 3.4-compat styles don't > style form buttons at all, and so the browser (FF or IE) uses the > system style for buttons, which is rounded (looks like you're on XP). > The default 3.6 CSS provide styles for the buttons and so the system > styles aren't used. > > > Tom > From marie.gellback at jadestone.se Wed Jul 5 01:56:44 2006 From: marie.gellback at jadestone.se (=?iso-8859-1?Q?Marie_Gellb=E4ck?=) Date: Wed, 5 Jul 2006 07:56:44 +0200 Subject: [rt-users] Emails in html format Message-ID: <20060705055749.B2C2C4A07A@posten.jadestone.se> Hello, I?m trying to configure RT to send emails in HTML format. I?m setting up a RT system (version 3.4) at my office to handle support issues. Everything works fine and RT seems to be a great product. But I would like to customize the setup in some ways to make the system look more like our other services. That is why I would like to customize the messages sent from RT. The emails should contain images as well as different colours if it is possible, so that is why I would like to send the emails in html format instead of in plain text. I have experimented with $PreferRichText and $TrustHTMLAttachments but unfortunately without any progress. Searching the wiki and the mailing list regarding my problem hasn?t given much. Does somebody know how to do it? Any help would be appreciated. Best regards Marie Gellb?ck Developer -------------- next part -------------- An HTML attachment was scrubbed... URL: From lobbin at gmail.com Wed Jul 5 03:01:31 2006 From: lobbin at gmail.com (Robin Ericsson) Date: Wed, 5 Jul 2006 09:01:31 +0200 Subject: [rt-users] Emails in html format In-Reply-To: <20060705055749.B2C2C4A07A@posten.jadestone.se> References: <20060705055749.B2C2C4A07A@posten.jadestone.se> Message-ID: On 7/5/06, Marie Gellb?ck wrote: > Hello, Hi, > But I would like to customize the setup in some ways to make the system look > more like our other services. That is why I would like to customize the > messages sent from RT. The emails should contain images as well as different > colours if it is possible, so that is why I would like to send the emails in > html format instead of in plain text. RT forces Content-Type: text/plain in SendEmail.pm (or something like that). What I did was to remove this in an overlay and move the content-type header into the template. Somehow, templates without content-type header still recevies the header somewhere so that wasn't a problem for us either. -- regards, Robin From barnesaw at ucrwcu.rwc.uc.edu Wed Jul 5 08:26:05 2006 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 05 Jul 2006 08:26:05 -0400 Subject: [rt-users] Rights not migrating In-Reply-To: <44AB4B78.4050103@comcast.net> References: <44AB4B78.4050103@comcast.net> Message-ID: <44ABAFDD.3070301@ucrwcu.rwc.uc.edu> Grant ShowConfigTab rights to the group. This was, IIRC, a change in the 3.4.x branch so that root wasn't a ticket owner simply because of SuperUser rights. Mathew Snyder wrote: > I'm migrating from RT v.3.0.9, Postgres to v3.6.0, MySQL v 5.0.22 on > Fedora Core 5. Our old setup has a group called RT_Admin to which I > belong. This group has SuperUser rights. > > I'm using the script for moving from Postgres to MySQL posted on the > wiki by, I believe, Jesse. Previously, I've had no problems with this > process. However, now when I move the database dump-file over to the > new version the rights of that group are apparently wiped out as no one > in the RT_Admin group has access to the Configuration menu. > > Have others had this happen? As I said, previously it wasn't an issue. > It suddenly has become one though. Any help would be appreciated. > > Mathew Snyder > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From tim at ccc.de Wed Jul 5 08:28:32 2006 From: tim at ccc.de (Tim Pritlove) Date: Wed, 5 Jul 2006 14:28:32 +0200 Subject: [rt-users] How can I prevent users from reading other queue's tickets? In-Reply-To: <44AA8506.3020302@safernet.org.br> References: <229206BB-B2A9-43DD-983C-5F57235108FF@ccc.de> <44AA8506.3020302@safernet.org.br> Message-ID: Hi Gilmar, thanks for the response On 04.07.2006, at 17:11, Gilmar Santos Jr wrote: > Hi Tim, > > 1. There is more than one permission involved. The "SeeQueue" and the > many "ShowTicket*". When someone doesn't have the "SeeQueue" > permission > it's still possible to see ticket, exactly as you described. > Remove the ShowTicket and related from those users that don't have the > SeeQueue. > 2. If all users can see all queues that's true. Tickets in a queue you > can't see are not shown in your main page... I do my permission management by assigning people to groups and assigning group permissions to queues. So this would mean that people who do not belong to a queue should not have a single right on that particular queue, right? However, RT 3.2 does not seem to honor this as people that belong to other groups that do not have a single right for that queue can still see the ticket as long as it is not owned by a user. The funny thing is that while it is visible for me being logged in as a user with the right to see the queue, the ticket is marked as belonging to that queue. But somebody else with an account in that system without queue permission sees the ticket listed in the "10 newest unowned tickets..." section on the home page without mentioning which queue it is assigned to (the queue field is just empty). If the privileged user know "takes" the ticket, the ticket is no longer showing up in this list, but the unprivileged user can still see the ticket. So the "SeeQueue" privilege seems more like a "don't show which queue the ticket is in" than a "don't show tickets that belong to a queue". How can I prevent this from happening? Greetings Tim > -- > Gilmar Santos Jr > > Tim Pritlove escreveu: >> Hi, >> >> I am using RT 3.2 and just found out two annoying things >> >> 1. people who have NO permissions for a queue can still read the >> ticket when they get the URL >> 2. tickets that do not have an owner get listed for every user of the >> system on the main page >> >> What can I do to prevent both things? >> >> Greetings >> Tim >> --Tim Pritlove, Discordian Evangelist, Chaos Computer Club >> >> >> > timpritlove> >> ------ >> Ein Lebensk?nstler gedeiht am besten im Spannungsfeld zwischen Boh?me >> und Askese und ist als gelebtes Gesamtkunstwerk sinnstiftend f?r sich >> selbst. -- Wikipedia >> >> >> --------------------------------------------------------------------- >> --- >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> We're hiring! Come hack Perl for Best Practical: http:// >> bestpractical.com/about/jobs.html > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http:// > bestpractical.com/about/jobs.html > -- Tim Pritlove, Discordian Evangelist, Chaos Computer Club ------ "We have Ph.D.s here who know the stuff cold, and we don't believe it's possible to protect digital content" -- Steve Jobs -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 3570 bytes Desc: not available URL: From barnesaw at ucrwcu.rwc.uc.edu Wed Jul 5 08:33:38 2006 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 05 Jul 2006 08:33:38 -0400 Subject: [rt-users] How can I prevent users from reading other queue's tickets? In-Reply-To: References: <229206BB-B2A9-43DD-983C-5F57235108FF@ccc.de> <44AA8506.3020302@safernet.org.br> Message-ID: <44ABB1A2.3070500@ucrwcu.rwc.uc.edu> I whipped something up because of similar problems on our install. It may work for you. I removed the X Unowned tickets from local/html/index.html and replaced it with this. http://wiki.bestpractical.com/index.cgi?TicketsPerQueue Tim Pritlove wrote: > Hi Gilmar, > > thanks for the response > > On 04.07.2006, at 17:11, Gilmar Santos Jr wrote: > >> Hi Tim, >> >> 1. There is more than one permission involved. The "SeeQueue" and the >> many "ShowTicket*". When someone doesn't have the "SeeQueue" permission >> it's still possible to see ticket, exactly as you described. >> Remove the ShowTicket and related from those users that don't have the >> SeeQueue. > > >> 2. If all users can see all queues that's true. Tickets in a queue you >> can't see are not shown in your main page... > > I do my permission management by assigning people to groups and > assigning group permissions to queues. So this would mean that people > who do not belong to a queue should not have a single right on that > particular queue, right? > > However, RT 3.2 does not seem to honor this as people that belong to > other groups that do not have a single right for that queue can still > see the ticket as long as it is not owned by a user. > > The funny thing is that while it is visible for me being logged in as > a user with the right to see the queue, the ticket is marked as > belonging to that queue. > > But somebody else with an account in that system without queue > permission sees the ticket listed in the "10 newest unowned > tickets..." section on the home page without mentioning which queue > it is assigned to (the queue field is just empty). If the privileged > user know "takes" the ticket, the ticket is no longer showing up in > this list, but the unprivileged user can still see the ticket. > > So the "SeeQueue" privilege seems more like a "don't show which queue > the ticket is in" than a "don't show tickets that belong to a queue". > > How can I prevent this from happening? > > > Greetings > Tim > > >> -- >> Gilmar Santos Jr >> >> Tim Pritlove escreveu: >>> Hi, >>> >>> I am using RT 3.2 and just found out two annoying things >>> >>> 1. people who have NO permissions for a queue can still read the >>> ticket when they get the URL >>> 2. tickets that do not have an owner get listed for every user of the >>> system on the main page >>> >>> What can I do to prevent both things? >>> >>> Greetings >>> Tim >>> --Tim Pritlove, Discordian Evangelist, Chaos Computer Club >>> >>> >>> >>> ------ >>> Ein Lebensk?nstler gedeiht am besten im Spannungsfeld zwischen Boh?me >>> und Askese und ist als gelebtes Gesamtkunstwerk sinnstiftend f?r sich >>> selbst. -- Wikipedia >>> >>> >>> ------------------------------------------------------------------------ >>> >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >>> >>> We're hiring! Come hack Perl for Best Practical: >>> http://bestpractical.com/about/jobs.html >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> We're hiring! Come hack Perl for Best Practical: >> http://bestpractical.com/about/jobs.html >> > > --Tim Pritlove, Discordian Evangelist, Chaos Computer Club > > > > ------ > "We have Ph.D.s here who know the stuff cold, and we don't > believe it's possible to protect digital content" -- Steve Jobs > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From m-liebman at northwestern.edu Wed Jul 5 08:46:42 2006 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Wed, 5 Jul 2006 08:46:42 -0400 Subject: [rt-users] How can I prevent users from reading other queue's tickets? In-Reply-To: References: <229206BB-B2A9-43DD-983C-5F57235108FF@ccc.de> <44AA8506.3020302@safernet.org.br> Message-ID: On 7/5/06, Tim Pritlove wrote: > > Hi Gilmar, > > thanks for the response > > On 04.07.2006, at 17:11, Gilmar Santos Jr wrote: > > > Hi Tim, > > > > 1. There is more than one permission involved. The "SeeQueue" and the > > many "ShowTicket*". When someone doesn't have the "SeeQueue" > > permission > > it's still possible to see ticket, exactly as you described. > > Remove the ShowTicket and related from those users that don't have the > > SeeQueue. > > > > 2. If all users can see all queues that's true. Tickets in a queue you > > can't see are not shown in your main page... > > I do my permission management by assigning people to groups and > assigning group permissions to queues. So this would mean that people > who do not belong to a queue should not have a single right on that > particular queue, right? It sounds like you have some global or pseudo-group permissions assigned. Make sure that Everyone, Privledged and Unprivledged groups don't have any rights assigned. Consider using Todd's RTx::RightsMatrix ( http://search.cpan.org/~HTCHAPMAN/RTx-RightsMatrix/) to help you figure out where the rights are being inherited from. 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 BBlakely at blink.ca Wed Jul 5 10:42:11 2006 From: BBlakely at blink.ca (Ben Blakely) Date: Wed, 5 Jul 2006 10:42:11 -0400 Subject: [rt-users] Grabbing CF's from ticket Message-ID: <8E8EBFC69B7B50489C2DD4EDF3DA583001CBCAE6@exchange1.oakvillehydro.com> Hello All, I have a ticket queue with a bunch of CF's wrapped around it. What im trying to do is, on creation of that ticket, I want to dump all the custom field values into the email using a template that creates an approval ticket. All that stuff is done, but im not to sure how to grab the values from the cf's and put them into the approval ticket. Any help would be appreciated. Ben -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfh at pipex.net Wed Jul 5 11:22:28 2006 From: rfh at pipex.net (Roy El-Hames) Date: Wed, 05 Jul 2006 16:22:28 +0100 Subject: [rt-users] Unmerge tickets Message-ID: <44ABD934.5030803@pipex.net> Hi ; Have anyone tried an unmerge function for tickets that have been merged ..I am sure my users are not the only one that merge tickets they should n't have then call me to unmerge them .. I 've started on the function but I am stuck with differentiating the requestors and AdminCC for each ticket that should be unmerged .. any pointers will be greatly appreciated. the system is rt-3.6 on apache2 and mysql 5 Roy From blkline at attglobal.net Wed Jul 5 11:59:26 2006 From: blkline at attglobal.net (Barry L. Kline) Date: Wed, 05 Jul 2006 11:59:26 -0400 Subject: [rt-users] Grabbing CF's from ticket In-Reply-To: <8E8EBFC69B7B50489C2DD4EDF3DA583001CBCAE6@exchange1.oakvillehydro.com> References: <8E8EBFC69B7B50489C2DD4EDF3DA583001CBCAE6@exchange1.oakvillehydro.com> Message-ID: <44ABE1DE.9030501@attglobal.net> Ben Blakely wrote: > I have a ticket queue with a bunch of CF's wrapped around it. What im > trying to do is, on creation of that ticket, I want to dump all the > custom field values into the email using a template that creates an > approval ticket. All that stuff is done, but im not to sure how to grab > the values from the cf's and put them into the approval ticket. I use this code, which is simply code I pulled from the RT wiki site: { my $values = $Ticket->CustomFieldValues('Vendor Ref Num'); my $OUTPUT; while ( my $value = $values->Next ) { $OUTPUT .= "Your reference number: "; $OUTPUT .= $value->Content; $OUTPUT .= "\n"; } $OUTPUT; } In my case there can be multiple vendor reference number so I put them into the e-mail one per line. I put this code into a custom correspondence template. Barry From ruslan.zakirov at gmail.com Wed Jul 5 12:39:05 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 5 Jul 2006 20:39:05 +0400 Subject: [rt-users] Grabbing CF's from ticket In-Reply-To: <8E8EBFC69B7B50489C2DD4EDF3DA583001CBCAE6@exchange1.oakvillehydro.com> References: <8E8EBFC69B7B50489C2DD4EDF3DA583001CBCAE6@exchange1.oakvillehydro.com> Message-ID: <589c94400607050939m75446121od19348380a328bb1@mail.gmail.com> http://wiki.bestpractical.com/index.cgi?AddCustomFieldsValuesToMail and templates section at http://wiki.bestpractical.com/index.cgi?Contributions On 7/5/06, Ben Blakely wrote: > > > > > Hello All, > > > > I have a ticket queue with a bunch of CF's wrapped around it. What im trying > to do is, on creation of that ticket, I want to dump all the custom field > values into the email using a template that creates an approval ticket. All > that stuff is done, but im not to sure how to grab the values from the cf's > and put them into the approval ticket. > > > > Any help would be appreciated. > > > > Ben > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > > -- Best regards, Ruslan. From liuzmus at yahoo.com Wed Jul 5 12:40:33 2006 From: liuzmus at yahoo.com (Zhiming Liu) Date: Wed, 5 Jul 2006 09:40:33 -0700 (PDT) Subject: [rt-users] Query tickets login? Message-ID: <20060705164033.78426.qmail@web32807.mail.mud.yahoo.com> Hi, can someone help me to write a query for users/super users: select all of modified tickets since last login Thanks, Zhiming. __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From liuzmus at yahoo.com Wed Jul 5 13:11:24 2006 From: liuzmus at yahoo.com (Zhiming Liu) Date: Wed, 5 Jul 2006 10:11:24 -0700 (PDT) Subject: [rt-users] RT-3.6.0 create ticket logout Message-ID: <20060705171124.16894.qmail@web32813.mail.mud.yahoo.com> Hi, Is anyone see the same problem on RT-3.6.0? Every time when root user create a new ticket, after click on [Create] button, he get logout page: [New Create In] -> [Create] -> logout page displayed -> login again -> new ticket just create display. Thanks, Zhiming. __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From BBlakely at blink.ca Wed Jul 5 14:09:25 2006 From: BBlakely at blink.ca (Ben Blakely) Date: Wed, 5 Jul 2006 14:09:25 -0400 Subject: [rt-users] Putting CF Data into CC or AdminCC Field Message-ID: <8E8EBFC69B7B50489C2DD4EDF3DA583001CBCB41@exchange1.oakvillehydro.com> Hello All, Just wondering if someone can give me some insight on how to put custom field data into the cc or admin cc field. Thank you Ben -------------- next part -------------- An HTML attachment was scrubbed... URL: From smahan at smwm.com Wed Jul 5 14:22:28 2006 From: smahan at smwm.com (Sean W. Mahan) Date: Wed, 5 Jul 2006 11:22:28 -0700 Subject: [rt-users] LDAP issues with new install Message-ID: Hello all, I've been having some trouble setting up a new install of 3.6 (on Ubuntu server 6.06) with LDAP authenticating against AD (on 2003 R1 SP1). Login fails for new AD users. I set up an account in RT (with a different-from-in-AD password) and tried to log in using the AD password, and the log reported having updated the user information, but authentication failed. Logging in with the password set in RT seems to find the user in AD and update info, but IsLDAPPassword fails. One mystery is the "Transaction->Create couldn't, as you didn't specify an object type and id" error. The other is that LDAP lookups seem to be working - although LookupExternalUserInfo doesn't report the values for any of the fields - but authentication does not. At this point, I really don't know if my problem is in AD somewhere, or in my RT config. Apologies for the lengthy, log-filled email, but can anyone offer any hints? Thanks, -Sean ** Here's the LDAP sections of my SiteConfig ** Set($AuthMethods, ['LDAP','Internal']); Set($LdapExternalAuth, 1); Set($LdapExternalInfo, 1); Set($LdapAutoCreateNonLdapUsers, 1); Set($LdapAttrMap, {'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'Organization' => 'company', 'RealName' => 'cn', 'ExternalContactInfoId' => 'dn', 'ExternalAuthId' => 'sAMAccountName', 'Gecos' => 'sAMAccountName', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co'} ); Set($LdapRTAttrMatchList, ['Name','ExternalContactInfoId', 'EmailAddress', 'RealName'] ); Set($LdapEmailAttrMatchList, ['mail', 'mailRoutingAddress', 'mailAlternateAddress'] ); Set($LdapServer, '[DC ip address]'); Set($LdapBase, 'CN=users,DC=smwm,DC=com'); #Set($LdapBase, 'CN=SMWM,OU=SMWMSF Distribution Lists,DC=smwm,DC=com'); Set($LdapFilter, "(objectclass=sAMAccountName)"); Set($LdapUser, '[user]@smwm.com'); Set($LdapPass, '[password]'); Set($LdapSSLVersion, 3); Now some logs: **First off, a search to make sure LDAP is actually working, DNs are correct, etc** ldapsearch -x -h [ip address] -b "CN=users,DC=smwm,DC=com" -D "SMWMSF\[user]" -w "[password]" "sn=smahan" # extended LDIF # # LDAPv3 # base with scope sub # filter: sn=smahan # requesting: ALL # # search result search: 2 result: 0 Success # numResponses: 1 **Logging in as a user in AD, but not yet in RT** [Wed Jul 5 17:55:07 2006] [warning]: Transaction->Create couldn't, as you didn't specify an object type and id (/opt/rt3/lib/RT/Record.pm:1467) [Wed Jul 5 17:55:07 2006] [debug]: Trying LDAP authentication (/opt/rt3/local/lib/RT/User_Local.pm:155) [Wed Jul 5 17:55:07 2006] [info]: RT::User::IsLDAPPassword AUTH FAILED: smahan (/opt/rt3/local/lib/RT/User_Local.pm:184) [Wed Jul 5 17:55:07 2006] [debug]: RT::User::IsPassword auth method IsLDAPPassword FAILED (/opt/rt3/local/lib/RT/User_Local.pm:293) [Wed Jul 5 17:55:07 2006] [info]: RT::User::IsInternalPassword AUTH FAILED (no passwd): smahan (/opt/rt3/local/lib/RT/User_Local.pm:234) [Wed Jul 5 17:55:07 2006] [debug]: RT::User::IsPassword auth method IsInternalPassword FAILED (/opt/rt3/local/lib/RT/User_Local.pm:293) [Wed Jul 5 17:55:07 2006] [error]: FAILED LOGIN for smahan from 172.16.1.170 (/opt/rt3/share/html/autohandler:238) **Logging in as a domain user manually added to RT, using the AD password** [Wed Jul 5 18:05:26 2006] [debug]: RT::User::CanonicalizeUserInfo called by RT::User /opt/rt3/local/lib/RT/User_Local.pm 608 with: Name: officelaptop (/opt/rt3/local/lib/RT/User_Local.pm:373) [Wed Jul 5 18:05:26 2006] [debug]: RT::User::LookupExternalUserInfo called with baseDN "CN=users,DC=smwm,DC=com" and filter "sAMAccountName=officelaptop" by RT::User /opt/rt3/local/lib/RT/User_Local.pm 388 (/opt/rt3/local/lib/RT/User_Local.pm:503) [Wed Jul 5 18:05:26 2006] [info]: RT::User::LookupExternalUserInfo : CN=users,DC=smwm,DC=com sAMAccountName=officelaptop => EmailAddress: , Name: , RealName: (/opt/rt3/local/lib/RT/User_Local.pm:558) [Wed Jul 5 18:05:26 2006] [info]: RT::User::CanonicalizeUserInfo returning Name: officelaptop (/opt/rt3/local/lib/RT/User_Local.pm:406) [Wed Jul 5 18:05:26 2006] [debug]: UPDATED user officelaptop from LDAP (/opt/rt3/local/lib/RT/User_Local.pm:617) [Wed Jul 5 18:05:26 2006] [debug]: RT::User::CanonicalizeUserInfo called by RT::User /opt/rt3/local/lib/RT/User_Local.pm 608 with: Name: officelaptop (/opt/rt3/local/lib/RT/User_Local.pm:373) [Wed Jul 5 18:05:26 2006] [debug]: RT::User::LookupExternalUserInfo called with baseDN "CN=users,DC=smwm,DC=com" and filter "sAMAccountName=officelaptop" by RT::User /opt/rt3/local/lib/RT/User_Local.pm 388 (/opt/rt3/local/lib/RT/User_Local.pm:503) [Wed Jul 5 18:05:27 2006] [info]: RT::User::LookupExternalUserInfo : CN=users,DC=smwm,DC=com sAMAccountName=officelaptop => EmailAddress: , Name: , RealName: (/opt/rt3/local/lib/RT/User_Local.pm:558) [Wed Jul 5 18:05:27 2006] [info]: RT::User::CanonicalizeUserInfo returning Name: officelaptop (/opt/rt3/local/lib/RT/User_Local.pm:406) [Wed Jul 5 18:05:27 2006] [debug]: UPDATED user officelaptop from LDAP (/opt/rt3/local/lib/RT/User_Local.pm:617) [Wed Jul 5 18:05:27 2006] [debug]: Trying LDAP authentication (/opt/rt3/local/lib/RT/User_Local.pm:155) [Wed Jul 5 18:05:27 2006] [info]: RT::User::IsLDAPPassword AUTH FAILED: officelaptop (/opt/rt3/local/lib/RT/User_Local.pm:184) [Wed Jul 5 18:05:27 2006] [debug]: RT::User::IsPassword auth method IsLDAPPassword FAILED (/opt/rt3/local/lib/RT/User_Local.pm:293) [Wed Jul 5 18:05:27 2006] [info]: RT::User::IsInternalPassword AUTH FAILED: officelaptop (/opt/rt3/local/lib/RT/User_Local.pm:257) [Wed Jul 5 18:05:27 2006] [debug]: RT::User::IsPassword auth method IsInternalPassword FAILED (/opt/rt3/local/lib/RT/User_Local.pm:293) [Wed Jul 5 18:05:27 2006] [debug]: Trying LDAP authentication (/opt/rt3/local/lib/RT/User_Local.pm:155) [Wed Jul 5 18:05:27 2006] [info]: RT::User::IsLDAPPassword AUTH FAILED: officelaptop (/opt/rt3/local/lib/RT/User_Local.pm:184) [Wed Jul 5 18:05:27 2006] [debug]: RT::User::IsPassword auth method IsLDAPPassword FAILED (/opt/rt3/local/lib/RT/User_Local.pm:293) [Wed Jul 5 18:05:27 2006] [info]: RT::User::IsInternalPassword AUTH FAILED: officelaptop (/opt/rt3/local/lib/RT/User_Local.pm:257) [Wed Jul 5 18:05:27 2006] [debug]: RT::User::IsPassword auth method IsInternalPassword FAILED (/opt/rt3/local/lib/RT/User_Local.pm:293) [Wed Jul 5 18:05:27 2006] [error]: FAILED LOGIN for officelaptop from 172.16.1.170 (/opt/rt3/share/html/autohandler:238) **Logging in as a domain user manually added to RT, using the RT password** [Wed Jul 5 18:09:06 2006] [debug]: RT::User::CanonicalizeUserInfo called by RT::User /opt/rt3/local/lib/RT/User_Local.pm 608 with: Name: officelaptop (/opt/rt3/local/lib/RT/User_Local.pm:373) [Wed Jul 5 18:09:06 2006] [debug]: RT::User::LookupExternalUserInfo called with baseDN "CN=users,DC=smwm,DC=com" and filter "sAMAccountName=officelaptop" by RT::User /opt/rt3/local/lib/RT/User_Local.pm 388 (/opt/rt3/local/lib/RT/User_Local.pm:503) [Wed Jul 5 18:09:06 2006] [info]: RT::User::LookupExternalUserInfo : CN=users,DC=smwm,DC=com sAMAccountName=officelaptop => EmailAddress: , Name: , RealName: (/opt/rt3/local/lib/RT/User_Local.pm:558) [Wed Jul 5 18:09:06 2006] [info]: RT::User::CanonicalizeUserInfo returning Name: officelaptop (/opt/rt3/local/lib/RT/User_Local.pm:406) [Wed Jul 5 18:09:06 2006] [debug]: UPDATED user officelaptop from LDAP (/opt/rt3/local/lib/RT/User_Local.pm:617) [Wed Jul 5 18:09:06 2006] [debug]: RT::User::CanonicalizeUserInfo called by RT::User /opt/rt3/local/lib/RT/User_Local.pm 608 with: Name: officelaptop (/opt/rt3/local/lib/RT/User_Local.pm:373) [Wed Jul 5 18:09:06 2006] [debug]: RT::User::LookupExternalUserInfo called with baseDN "CN=users,DC=smwm,DC=com" and filter "sAMAccountName=officelaptop" by RT::User /opt/rt3/local/lib/RT/User_Local.pm 388 (/opt/rt3/local/lib/RT/User_Local.pm:503) [Wed Jul 5 18:09:06 2006] [info]: RT::User::LookupExternalUserInfo : CN=users,DC=smwm,DC=com sAMAccountName=officelaptop => EmailAddress: , Name: , RealName: (/opt/rt3/local/lib/RT/User_Local.pm:558) [Wed Jul 5 18:09:06 2006] [info]: RT::User::CanonicalizeUserInfo returning Name: officelaptop (/opt/rt3/local/lib/RT/User_Local.pm:406) [Wed Jul 5 18:09:06 2006] [debug]: UPDATED user officelaptop from LDAP (/opt/rt3/local/lib/RT/User_Local.pm:617) [Wed Jul 5 18:09:06 2006] [debug]: Trying LDAP authentication (/opt/rt3/local/lib/RT/User_Local.pm:155) [Wed Jul 5 18:09:06 2006] [info]: RT::User::IsLDAPPassword AUTH FAILED: officelaptop (/opt/rt3/local/lib/RT/User_Local.pm:184) [Wed Jul 5 18:09:06 2006] [debug]: RT::User::IsPassword auth method IsLDAPPassword FAILED (/opt/rt3/local/lib/RT/User_Local.pm:293) [Wed Jul 5 18:09:06 2006] [info]: RT::User::IsInternalPassword AUTH OKAY: officelaptop (/opt/rt3/local/lib/RT/User_Local.pm:241) [Wed Jul 5 18:09:06 2006] [debug]: RT::User::IsPassword auth method IsInternalPassword SUCCEEDED (/opt/rt3/local/lib/RT/User_Local.pm:293) [Wed Jul 5 18:09:06 2006] [info]: Successful login for officelaptop from 172.16.1.170 (/opt/rt3/local/html/Callbacks/LDAP/autohandler/Auth:46) Sean W. Mahan IT Services smahan at smwm.com SMWM 989 Market Street, 3rd Floor San Francisco, CA 94103 415.882.3092 D 415.882.7098 F www.smwm.com This e-mail is intended only for use and/or review of the individual or entity to whom it is addressed and may be for a limited purpose and/or confidential and/or privileged communication protected by law. Any unauthorized use, dissemination, distribution, disclosure or copying is strictly prohibited. If you have received this communication in error, please notify us immediately by return e-mail and kindly delete this message from your system. Thank you in advance for your cooperation. From jokermjs19 at comcast.net Wed Jul 5 14:43:00 2006 From: jokermjs19 at comcast.net (theillien) Date: Wed, 05 Jul 2006 14:43:00 -0400 Subject: [rt-users] Rights not migrating In-Reply-To: <44ABAFDD.3070301@ucrwcu.rwc.uc.edu> References: <44AB4B78.4050103@comcast.net> <44ABAFDD.3070301@ucrwcu.rwc.uc.edu> Message-ID: <44AC0834.90706@comcast.net> I'll try that though I've found since posting my question that the group isn't even being brought over. It wasn't a problem a couple of weeks ago though. However, having inherited the system, I didn't know the root user password. I've since found out what it is and am able to correct the problem after migrating all the data by re-adding the group as root. Mathew Snyder Drew Barnes wrote: > Grant ShowConfigTab rights to the group. This was, IIRC, a change in > the 3.4.x branch so that root wasn't a ticket owner simply because of > SuperUser rights. > > > Mathew Snyder wrote: >> I'm migrating from RT v.3.0.9, Postgres to v3.6.0, MySQL v 5.0.22 on >> Fedora Core 5. Our old setup has a group called RT_Admin to which I >> belong. This group has SuperUser rights. >> >> I'm using the script for moving from Postgres to MySQL posted on the >> wiki by, I believe, Jesse. Previously, I've had no problems with this >> process. However, now when I move the database dump-file over to the >> new version the rights of that group are apparently wiped out as no one >> in the RT_Admin group has access to the Configuration menu. >> >> Have others had this happen? As I said, previously it wasn't an issue. >> It suddenly has become one though. Any help would be appreciated. >> >> Mathew Snyder >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> We're hiring! Come hack Perl for Best Practical: >> http://bestpractical.com/about/jobs.html >> > From vikramsingh120 at gmail.com Wed Jul 5 15:09:56 2006 From: vikramsingh120 at gmail.com (vikram singh) Date: Thu, 6 Jul 2006 00:39:56 +0530 Subject: [rt-users] Unable to install mod_fastcgi - apxs:Error Message-ID: Hi All, We are trying to install the RT 3.6 version, and for which we were installing mod_fastcgi module. We wanted the mod_fastcgi module to be a shared object for which we are using "*apxs" *command provided by the Apache (version 2.2.2). The command is as follows: ** * cd mod_fastcgi-2.4.2* * apxs -o mod_fastcgi -c *.c* ** We are receiving the following error... mod_fastcgi.c: In function 'init_module': mod_fastcgi.c:270: error: '*ap_null_cleanup*' undeclared (first use in this function) mod_fastcgi.c:270: error: (Each undeclared identifier is reported only once mod_fastcgi.c:270: error: for each function it appears in.) *:* *:* *:* *apxs:Error: Command failed with rc=65536* ** ** Did anyone get the same error, and if so, how did you solve it, please let me know. Thanks in advance... Vikram. -------------- next part -------------- An HTML attachment was scrubbed... URL: From bishopg at bu.edu Wed Jul 5 15:25:54 2006 From: bishopg at bu.edu (bishopg at bu.edu) Date: Wed, 05 Jul 2006 15:25:54 -0400 Subject: [rt-users] Adding more info for people Message-ID: <1152127554.44ac1242b4e80@www.bu.edu> Does anyone have any experience with adding information about requestors on the ticket view pages? We would like to add address and phone information that is within the RT database, but have found no easy way of doing it. Thanks! George Bishop From mcdonald at triumf.ca Wed Jul 5 15:34:03 2006 From: mcdonald at triumf.ca (Steven McDonald) Date: Wed, 05 Jul 2006 12:34:03 -0700 Subject: [rt-users] user gets two accounts when logging in from Web and via email Message-ID: <44AC142B.5010603@triumf.ca> Hi At our site we use sendmail with the long name feature enabled. This means a user that has a username jdoe and a gecos field set to the users full name say John Doe can have email addressed to either jdoe at org.com or john.doe at org.com.We also have the LDAP Overlap installed. The problem is the following, When a user logs on from the web interface their account gets automatically created based on their LDAP username and email, where the email from the LDAP is their username at org.com. The problem is if this same user sends an email to RT but they have configured their mail client to use their return email address as john.doe at org.com as new user gets created called john.doe at org.com, now the user has two accounts one by their username created when they login via the WEB UI and the other when they send email directly to RT. How can I avoid this? Do I have to customize my LoadORCreateByEmail in User_Overlay.pm or is there another way. Thanks Steve From eric.valor at daimlerchrysler.com Wed Jul 5 15:37:39 2006 From: eric.valor at daimlerchrysler.com (eric.valor at daimlerchrysler.com) Date: Wed, 5 Jul 2006 12:37:39 -0700 Subject: [rt-users] Re: LDAP issues with new install In-Reply-To: <20060705191027.81CED4D81BB@diesel.bestpractical.com> Message-ID: I don't think your lookups are working. The user you specified in RT_SiteConfig.pm probably can't search the LDAP tree. Try "Set($LdapUser, '[user]');" in your RT_SiteConfig.pm (without the "@smwm.com"). Make sure you have the correct LdapBase setting. Check by looking at a user record on your AD in the Object tab. If it is smwm.com/Users/ then your current setting should be OK. Also, unless you're getting a dump of the LDAP record, your ldapsearch isn't working either. -- Eric N. Valor Sr. Systems Administrator DaimlerChrysler Research & Technology North America, Inc. eric.valor at daimlerchrysler.com 1510 Page Mill Road, Palo Alto, CA 94304 CIMS 931-00-00 650-845-2536 : This Space Intentionally Left Blank : rt-users-request at lists.bestpractical.com Sent by: rt-users-bounces at lists.bestpractical.com 07/05/2006 12:10 PM Please respond to rt-users at lists.bestpractical.com To rt-users at lists.bestpractical.com cc Subject RT-Users Digest, Vol 28, Issue 8 From: "Sean W. Mahan" Hello all, I've been having some trouble setting up a new install of 3.6 (on Ubuntu server 6.06) with LDAP authenticating against AD (on 2003 R1 SP1). Login fails for new AD users. I set up an account in RT (with a different-from-in-AD password) and tried to log in using the AD password, and the log reported having updated the user information, but authentication failed. Logging in with the password set in RT seems to find the user in AD and update info, but IsLDAPPassword fails. One mystery is the "Transaction->Create couldn't, as you didn't specify an object type and id" error. The other is that LDAP lookups seem to be working - although LookupExternalUserInfo doesn't report the values for any of the fields - but authentication does not. At this point, I really don't know if my problem is in AD somewhere, or in my RT config. Apologies for the lengthy, log-filled email, but can anyone offer any hints? Thanks, -Sean ** Here's the LDAP sections of my SiteConfig ** Set($AuthMethods, ['LDAP','Internal']); Set($LdapExternalAuth, 1); Set($LdapExternalInfo, 1); Set($LdapAutoCreateNonLdapUsers, 1); Set($LdapAttrMap, {'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'Organization' => 'company', 'RealName' => 'cn', 'ExternalContactInfoId' => 'dn', 'ExternalAuthId' => 'sAMAccountName', 'Gecos' => 'sAMAccountName', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co'} ); Set($LdapRTAttrMatchList, ['Name','ExternalContactInfoId', 'EmailAddress', 'RealName'] ); Set($LdapEmailAttrMatchList, ['mail', 'mailRoutingAddress', 'mailAlternateAddress'] ); Set($LdapServer, '[DC ip address]'); Set($LdapBase, 'CN=users,DC=smwm,DC=com'); #Set($LdapBase, 'CN=SMWM,OU=SMWMSF Distribution Lists,DC=smwm,DC=com'); Set($LdapFilter, "(objectclass=sAMAccountName)"); Set($LdapUser, '[user]@smwm.com'); Set($LdapPass, '[password]'); Set($LdapSSLVersion, 3); Now some logs: **First off, a search to make sure LDAP is actually working, DNs are correct, etc** ldapsearch -x -h [ip address] -b "CN=users,DC=smwm,DC=com" -D "SMWMSF\[user]" -w "[password]" "sn=smahan" # extended LDIF # # LDAPv3 # base with scope sub # filter: sn=smahan # requesting: ALL # # search result search: 2 result: 0 Success # numResponses: 1 -------------- next part -------------- An HTML attachment was scrubbed... URL: From rbowen at asbury.edu Wed Jul 5 15:24:20 2006 From: rbowen at asbury.edu (Rich Bowen) Date: Wed, 5 Jul 2006 15:24:20 -0400 Subject: [rt-users] See ticket, but none of the replies/comments Message-ID: I want to be able to give "help desk" folks the ability to keep seeing the tickets (ID, subject) after they have transferred it into another queue - without seeing the comments/replies that have been made on that ticket. I thought that this was "show ticket" without "show ticket comments", but folks can still see the comments, which I didn't expect. Any assistance? --Rich From joshb at netcentralinc.com Wed Jul 5 16:18:33 2006 From: joshb at netcentralinc.com (Josh Barron) Date: Wed, 5 Jul 2006 14:18:33 -0600 Subject: [rt-users] User's Owned Tickets show incorrect URL string forsubject In-Reply-To: <44A95701.5090901@genome.chop.edu> Message-ID: <1CD7A3530F98054194C0E6BBDA4A684902586B@corpmain.NetCentral.local> At the very least could someone point me in the right direction to where the page is generating that URL string? Maybe I could try to debug it from there? Also, to Kevin, are you running version 3.6.0? -Josh -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Murphy Sent: Monday, July 03, 2006 11:42 AM To: RT Users Subject: Re: [rt-users] User's Owned Tickets show incorrect URL string forsubject Josh Barron wrote: > When doing a search for tickets you own, or on the > RT at a glance page, if you mouse over or try to click on the > hyperlinked ticket subject you get the following URL: > http://ticket/Display.html?id=2. Obviously that URL isn't going to > work. Yes, I've reported this problem twice on this list and received no response. -Kevin Murphy _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From mcoakley at managedbusiness.com Wed Jul 5 16:02:42 2006 From: mcoakley at managedbusiness.com (Mike Coakley) Date: Wed, 05 Jul 2006 16:02:42 -0400 Subject: [rt-users] Custom Fields / Transaction Custom Fields in Scrips Message-ID: I'm trying to write a custom condition that will trigger every time a transaction custom field is updated that will update other custom fields. The idea is to keep track of time in a better way. So I have 2 custom fields: Billable Time and Non-Billable Time. These are attached to a ticket. I can easily manually update these fields. I also have two Transaction based custom fields: TRANS Billable Time and TRANS Non-Billable Time. I want to have a condition that fires when the "TRANS*" fields get updated. Then when the condition is fired the action will be to update the Billable Time and Non-Billable Time field appropriately. I've been doing some debugging within the Scrip condition and it appears the condition gets tested twice during a "comment" (haven't worked on reply yet). BUT I don't see the transaction custom field values so my condition fails. So I'm either not retrieving the transaction custom field values improperly (I get no value) or I'm not seeing the right condition. Anyone have any ideas? Thanks, -- Mike Coakley Managed Business http://www.managedbusiness.com http://my.managedbusiness.com Voice - 973-252-0770 x2100 Fax - 973-252-1797 From murphy at genome.chop.edu Wed Jul 5 16:47:23 2006 From: murphy at genome.chop.edu (Kevin Murphy) Date: Wed, 05 Jul 2006 16:47:23 -0400 Subject: [rt-users] User's Owned Tickets show incorrect URL string forsubject In-Reply-To: <1CD7A3530F98054194C0E6BBDA4A684902586B@corpmain.NetCentral.local> References: <1CD7A3530F98054194C0E6BBDA4A684902586B@corpmain.NetCentral.local> Message-ID: <44AC255B.7020703@genome.chop.edu> Josh Barron wrote: > At the very least could someone point me in the right direction to where > the page is generating that URL string? Maybe I could try to debug it > from there? > > Also, to Kevin, are you running version 3.6.0? > > Yes, I'm running 3.6.0. It appears to be a bug in etc/initialdata, but that gets loaded into the database (by rt-setup-database) when RT is installed, so that doesn't directly help us. In: @Attributes = ( { Name => 'Search - My Tickets', Description => '[_1] highest priority tickets I own', # loc Content => { Format => "'__id__/TITLE:#', '__Subject__/TITLE:Subje ct', Priority, QueueName, ExtendedStatus", Query => " Owner = '__CurrentUser__' AND ( Status = 'new' OR Status = 'open')", OrderBy => 'Priority', Order => 'DESC' }, }, ... it looks like "$RT::WebPath" should be "__WebPath__" I'm sure an RT guru could pretty easily delete the 'Search - My Tickets' record from the attributes table in the database and then re-insert the above record using a modified etc/initialdata file, but I don't know how to do it safely without spending time reading code. I'm just talking out of my ^%# here, so I may be totally wrong on any or all of the above comments. Kevin Murphy From gilmarsantosjr at safernet.org.br Wed Jul 5 16:56:10 2006 From: gilmarsantosjr at safernet.org.br (Gilmar Santos Jr) Date: Wed, 05 Jul 2006 17:56:10 -0300 Subject: [rt-users] User's Owned Tickets show incorrect URL string forsubject In-Reply-To: <1CD7A3530F98054194C0E6BBDA4A684902586B@corpmain.NetCentral.local> References: <1CD7A3530F98054194C0E6BBDA4A684902586B@corpmain.NetCentral.local> Message-ID: <44AC276A.1030003@safernet.org.br> The search results are displayed at /rt/Search/Results.html. Looking the /html/Search/Results.html source code we find out that the component used to display the results is /Elements/TicketList. In this component there's a call to other in order to display the row, but this action is governed by the $Format variable. That can be passed to the component or use the $RT::DefaultSearchResultFormat default. So, in the RT_Config.pm there must be a Set($DefaultSearchResultFormat, ), and actually there is! :-) The value I can se here is: " Set ($DefaultSearchResultFormat, qq{ '__id__/TITLE:#', '__Subject__/TITLE:Subject', Status, QueueName, OwnerName, Priority, '__NEWLINE__', '', '__Requestors__', '__CreatedRelative__', '__ToldRelative__', '__LastUpdatedRelative__', '__TimeLeft__'}); " The first two lines are responsible for the first two columns, ticket id and subject. They will work if the WebPath is set correctly in my RT_SiteConfig.pm, and for me they work. But RT allows users to customize the search format display (it's a per user configuration), and it may be the problem's source. If it is, then these configurations must be deleted. (DELETE FROM Attributes WHERE Name = 'SearchDisplay', in MySQL, may in PostgreeSQL too, but i'm not sure :) ). Use this with caution, *all* user's SearchDisplay will be deleted and the default (set in RT_Config.pm, or overridden in RT_SiteConfig.pm) used. By the way, I'm using RT 3.6. -- Gilmar Santos Jr Josh Barron escreveu: > At the very least could someone point me in the right direction to where > the page is generating that URL string? Maybe I could try to debug it > from there? > > Also, to Kevin, are you running version 3.6.0? > > > -Josh > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin > Murphy > Sent: Monday, July 03, 2006 11:42 AM > To: RT Users > Subject: Re: [rt-users] User's Owned Tickets show incorrect URL string > forsubject > > Josh Barron wrote: > >> When doing a search for tickets you own, or on the >> RT at a glance page, if you mouse over or try to click on the >> hyperlinked ticket subject you get the following URL: >> http://ticket/Display.html?id=2. Obviously that URL isn't going to >> work. >> > Yes, I've reported this problem twice on this list and received no > response. > > -Kevin Murphy > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > From smahan at smwm.com Wed Jul 5 16:57:16 2006 From: smahan at smwm.com (Sean W. Mahan) Date: Wed, 5 Jul 2006 13:57:16 -0700 Subject: [rt-users] RE: LDAP issues with new install Message-ID: Well, this first message to the list has been a complete success - it works! My issue ended up being that we have a separate OU set up for our users/employees (the AD setup predates me, here, and I'm clearly not as up on AD ins and outs as I should be). So I had to set my $LdapBase to 'OU=Domain Users, DC=corp, DC=com', and the $LdapFilter to "(objectclass=User)". Incidentally, though, I do have to specify the domain of the user performing the LDAP lookup, or I get an Error 49. Anyway, lots of "Thanks" to Eric, Jim and Steve, -Sean ________________________________ From: eric.valor at daimlerchrysler.com [mailto:eric.valor at daimlerchrysler.com] Sent: Wednesday, July 05, 2006 12:38 PM To: rt-users at lists.bestpractical.com Cc: Sean W. Mahan Subject: Re: LDAP issues with new install I don't think your lookups are working. The user you specified in RT_SiteConfig.pm probably can't search the LDAP tree. Try "Set($LdapUser, '[user]');" in your RT_SiteConfig.pm (without the "@smwm.com"). Make sure you have the correct LdapBase setting. Check by looking at a user record on your AD in the Object tab. If it is smwm.com/Users/ then your current setting should be OK. Also, unless you're getting a dump of the LDAP record, your ldapsearch isn't working either. -- Eric N. Valor Sr. Systems Administrator DaimlerChrysler Research & Technology North America, Inc. eric.valor at daimlerchrysler.com 1510 Page Mill Road, Palo Alto, CA 94304 CIMS 931-00-00 650-845-2536 : This Space Intentionally Left Blank : rt-users-request at lists.bestpractical.com Sent by: rt-users-bounces at lists.bestpractical.com 07/05/2006 12:10 PM Please respond to rt-users at lists.bestpractical.com To rt-users at lists.bestpractical.com cc Subject RT-Users Digest, Vol 28, Issue 8 Sean W. Mahan IT Services smahan at smwm.com SMWM 989 Market Street, 3rd Floor San Francisco, CA 94103 415.882.3092 D 415.882.7098 F www.smwm.com This e-mail is intended only for use and/or review of the individual or entity to whom it is addressed and may be for a limited purpose and/or confidential and/or privileged communication protected by law. Any unauthorized use, dissemination, distribution, disclosure or copying is strictly prohibited. If you have received this communication in error, please notify us immediately by return e-mail and kindly delete this message from your system. Thank you in advance for your cooperation. -------------- next part -------------- An HTML attachment was scrubbed... URL: From gilmarsantosjr at safernet.org.br Wed Jul 5 17:06:24 2006 From: gilmarsantosjr at safernet.org.br (Gilmar Santos Jr) Date: Wed, 05 Jul 2006 18:06:24 -0300 Subject: [rt-users] Query tickets login? In-Reply-To: <20060705164033.78426.qmail@web32807.mail.mud.yahoo.com> References: <20060705164033.78426.qmail@web32807.mail.mud.yahoo.com> Message-ID: <44AC29D0.1060409@safernet.org.br> Hi, I don't thinks that's easly possible, cause RT doesn't keep a "Last Time Login" record... (does it?) The sessions are stored in the database, so a customized component/module could do this... but it doesn't seem to exist (I didn't find anything with a quick search in the wiki) -- Gilmar Santos Jr. Zhiming Liu escreveu: > Hi, can someone help me to write a query for > users/super users: > > select all of modified tickets since last login > > Thanks, Zhiming. > > __________________________________________________ > Do You Yahoo!? > Tired of spam? Yahoo! Mail has the best spam protection around > http://mail.yahoo.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > From murphy at genome.chop.edu Wed Jul 5 17:08:57 2006 From: murphy at genome.chop.edu (Kevin Murphy) Date: Wed, 05 Jul 2006 17:08:57 -0400 Subject: [rt-users] User's Owned Tickets show incorrect URL string forsubject In-Reply-To: <44AC276A.1030003@safernet.org.br> References: <1CD7A3530F98054194C0E6BBDA4A684902586B@corpmain.NetCentral.local> <44AC276A.1030003@safernet.org.br> Message-ID: <44AC2A69.7050200@genome.chop.edu> Gilmar Santos Jr wrote: > But RT allows users to customize the search format display (it's a per > user configuration), and it may be the problem's source. > If it is, then these configurations must be deleted. (DELETE FROM > Attributes WHERE Name = 'SearchDisplay', in MySQL, may in PostgreeSQL > too, but i'm not sure :) ). Use this with caution, *all* user's > SearchDisplay will be deleted and the default (set in RT_Config.pm, or > overridden in RT_SiteConfig.pm) used. > Yes, my problem (and probably Josh's) is that the attributes table entry where name is 'Search - My Tickets' exists and has a content column populated with the mimed/frozen version of the seemingly bad content data in etc/initialdata. If I replace that with the mimed/frozen version of the "fixed" version of that record in etc/initialdata, then the "N highest priority tickets I own" display is correct. -Kevin Murphy From gilmarsantosjr at safernet.org.br Wed Jul 5 19:42:23 2006 From: gilmarsantosjr at safernet.org.br (Gilmar Santos Jr) Date: Wed, 05 Jul 2006 20:42:23 -0300 Subject: [rt-users] User's Owned Tickets show incorrect URL string forsubject In-Reply-To: <44AC2A69.7050200@genome.chop.edu> References: <1CD7A3530F98054194C0E6BBDA4A684902586B@corpmain.NetCentral.local> <44AC276A.1030003@safernet.org.br> <44AC2A69.7050200@genome.chop.edu> Message-ID: <44AC4E5F.6080709@safernet.org.br> Kevin Murphy escreveu: > Yes, my problem (and probably Josh's) is that the attributes table > entry where name is 'Search - My Tickets' exists and has a content > column populated with the mimed/frozen version of the seemingly bad > content data in etc/initialdata. > > If I replace that with the mimed/frozen version of the "fixed" version > of that record in etc/initialdata, then the "N highest priority > tickets I own" display is correct. That's absolutely right! I've just looked the "Format" field of attribute 'Search - My Tickets' and the $RT::WebPath was replaced by the actual value, so things would break if I changed this value (the database wouldn't be upgraded). To solve the problem its enough to remove from database the wrong version of the registers, modify the initialdata (replace $RT::WebPath by __WebPath__ and erase all other things) and run rt-setup-database --action insert --datafile :-) Where can I report this bug to authors? (Since they are subscribed to this list.. is it necessary? :) ) -- Gilmar Santos Jr From levensen at kessler.com Wed Jul 5 20:28:26 2006 From: levensen at kessler.com (levensen) Date: Wed, 5 Jul 2006 17:28:26 -0700 Subject: [rt-users] 'Approval' feature of RT - usage? Message-ID: <7C65C2E5-5375-45BD-88D9-5C344049C0C5@kessler.com> Hello - I have looked in the regular .html docs for a description of 'Approval' mechanism, and then the wiki, which did actually describe Approval (good thing!) - as I understand now, 'Approval' is a queue that one has to create, and then generate tickets based on the event of a new ticket created which should require approval for resolution. The 'approval' tickets can be generated using a template one creates, triggered on the action 'create ticket'. I understand that since RT already has the mechanism for linking tickets, auto-creating a new 'approval' ticket effectively blocks someone from resolving a ticket (in some other queue) without resolving the 'approval'. Is that the intended use and meaning of 'Approval', or is there another way this is meant to be configured? thanks, l. evensen From hratnatilake at openworld.org Wed Jul 5 23:53:00 2006 From: hratnatilake at openworld.org (himira ratnatilake) Date: Thu, 06 Jul 2006 09:53:00 +0600 Subject: [rt-users] RT upgrade problem ver 3.2.1. to 3.4.5 In-Reply-To: <20060705044144.GC6170@gallia.cubidou.net> References: <1151989127.11205.23.camel@himira.localdomain> <20060704064356.GM11410@gallia.cubidou.net> <1152071044.11205.38.camel@secure.raffles.com> <20060705044144.GC6170@gallia.cubidou.net> Message-ID: <1152157981.11205.52.camel@himira.localdomain> Hi, I manage to do 2 steps of upgrading the pg database. But in the "insert" section it gives following errors. --------------------------------------------------------------------------- #/var/www/localhost/rt/rt-3.4.5/sbin/rt-setup-database --action insert --datadir /var/www/localhost/rt/rt-3.4.5/upgrade/3.3.0 --dba rtuser DBD::Pg::st execute failed: ERROR: permission denied for relation users RT::Handle=HASH(0x8953f2c) couldn't execute the query 'SELECT * FROM Users WHERE LOWER(Name) = LOWER(?)' at /usr/lib/perl5/vendor_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 506 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x8953f2c)', 'SELECT * FROM Users WHERE LOWER(Name) = LOWER(?)', 'RT_System') called at /usr/lib/perl5/vendor_perl/5.8.6/DBIx/SearchBuilder/Record.pm line 1218 DBIx::SearchBuilder::Record::_LoadFromSQL('RT::CurrentUser=HASH(0x8b88368)', 'SELECT * FROM Users WHERE LOWER(Name) = LOWER(?)', 'RT_System') called at /usr/lib/perl5/vendor_perl/5.8.6/DBIx/SearchBuilder/Record.pm line 1133 DBIx::SearchBuilder::Record::LoadByCols('RT::CurrentUser=HASH(0x8b88368)', 'LOWER(Name)', 'HASH(0x8b8844c)') called at /usr/lib/perl5/vendor_perl/5.8.6/DBIx/SearchBuilder/Record/Cachable.pm line 137 DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::CurrentUser=HASH(0x8b88368)', 'LOWER(Name)', 'HASH(0x8b8844c)') called at //usr/share/webapps/rt/3.4.5/hostroot/rt-3.4.5/lib/RT/Record.pm line 392 RT::Record::LoadByCols('RT::CurrentUser=HASH(0x8b88368)', 'Name', 'RT_System') called at /usr/lib/perl5/vendor_perl/5.8.6/DBIx/SearchBuilder/Record.pm line 1078 DBIx::SearchBuilder::Record::LoadByCol('RT::CurrentUser=HASH(0x8b88368)', 'Name', 'RT_System') called at //usr/share/webapps/rt/3.4.5/hostroot/rt-3.4.5/lib/RT/CurrentUser.pm line 254 RT::CurrentUser::LoadByName('RT::CurrentUser=HASH(0x8b88368)', 'RT_System') called at //usr/share/webapps/rt/3.4.5/hostroot/rt-3.4.5/lib/RT.pm line 153 RT::Init() called at /var/www/localhost/rt/rt-3.4.5/sbin/rt-setup-database line 435 main::insert_data('/var/www/localhost/rt/rt-3.4.5/upgrade/3.3.0/content') called at /var/www/localhost/rt/rt-3.4.5/sbin/rt-setup-database line 100 DBD::Pg::st execute failed: ERROR: permission denied for relation users RT::Handle=HASH(0x8953f2c) couldn't execute the query 'SELECT * FROM Users WHERE LOWER(Name) = LOWER(?)' at /usr/lib/perl5/vendor_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 506 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x8953f2c)', 'SELECT * FROM Users WHERE LOWER(Name) = LOWER(?)', 'Nobody') called at /usr/lib/perl5/vendor_perl/5.8.6/DBIx/SearchBuilder/Record.pm line 1218 DBIx::SearchBuilder::Record::_LoadFromSQL('RT::CurrentUser=HASH(0x8b884dc)', 'SELECT * FROM Users WHERE LOWER(Name) = LOWER(?)', 'Nobody') called at /usr/lib/perl5/vendor_perl/5.8.6/DBIx/SearchBuilder/Record.pm line 1133 DBIx::SearchBuilder::Record::LoadByCols('RT::CurrentUser=HASH(0x8b884dc)', 'LOWER(Name)', 'HASH(0x8b88524)') called at /usr/lib/perl5/vendor_perl/5.8.6/DBIx/SearchBuilder/Record/Cachable.pm line 137 DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::CurrentUser=HASH(0x8b884dc)', 'LOWER(Name)', 'HASH(0x8b88524)') called at //usr/share/webapps/rt/3.4.5/hostroot/rt-3.4.5/lib/RT/Record.pm line 392 RT::Record::LoadByCols('RT::CurrentUser=HASH(0x8b884dc)', 'Name', 'Nobody') called at /usr/lib/perl5/vendor_perl/5.8.6/DBIx/SearchBuilder/Record.pm line 1078 DBIx::SearchBuilder::Record::LoadByCol('RT::CurrentUser=HASH(0x8b884dc)', 'Name', 'Nobody') called at //usr/share/webapps/rt/3.4.5/hostroot/rt-3.4.5/lib/RT/CurrentUser.pm line 254 RT::CurrentUser::LoadByName('RT::CurrentUser=HASH(0x8b884dc)', 'Nobody') called at //usr/share/webapps/rt/3.4.5/hostroot/rt-3.4.5/lib/RT.pm line 157 RT::Init() called at /var/www/localhost/rt/rt-3.4.5/sbin/rt-setup-database line 435 main::insert_data('/var/www/localhost/rt/rt-3.4.5/upgrade/3.3.0/content') called at /var/www/localhost/rt/rt-3.4.5/sbin/rt-setup-database line 100 ----------------------------------------------------------------------------- Can anybody guess what may be the problem? Thanks.. /himira On Wed, 2006-07-05 at 06:41 +0200, Quentin Garnier wrote: > On Wed, Jul 05, 2006 at 09:44:04AM +0600, himira ratnatilake wrote: > > Olnly versions 3.1.0/ 3.1.15/ 3.1.17/ 3.3.0/ 3.3.11/ are in > > the /etc/upgrade. No schema/acl for 3.2.1 > > I thought no need of db upgrade, but it seems need to upgrade as > > when I create new db with rt-3.4.5 it works perfectly, problem > > comes with the previous db(3.2.1) > > Excerpt from README: > For each item in that directory whose name is greater than > your previously installed RT version, run: > > 3.2.1 < 3.3.0 < 3.3.11 > > The versions listed in that directory are the ones when the database > schema changed, not anything else. > > > On Tue, 2006-07-04 at 08:43 +0200, Quentin Garnier wrote: > > > On Tue, Jul 04, 2006 at 10:58:47AM +0600, himira ratnatilake wrote: > > > > I have tried to upgrade rt from 3.2.1 to 3.4.5 in a gentoo system. I > > > > didn't change anything on the database. When I try to import the > > > > previous db it gives so many errors. > > > > Then I remove the db and directly import the db. Then rt doesn't work > > > > correctly it gives error like > > > > > > Well, you *do* have to change the database. Look at the README file, > > > step 7 of the section "GENERAL INSTALLATION". > CONFIDENTIALITY NOTICE The information contained in this message is confidential, intended only for the use of the individual or the entity named as recipient. If the reader of this message is not that recipient, you are notified that any dissemination, distribution or copy of this message is strictly prohibited. If you have received this message in error, please immediately notify us by telephone on the number above. Your co-operation is appreciated. From vikramsingh120 at gmail.com Thu Jul 6 03:01:45 2006 From: vikramsingh120 at gmail.com (vikram singh) Date: Thu, 6 Jul 2006 12:31:45 +0530 Subject: [rt-users] unable to install mod_fastcgi - help required Message-ID: Hi All, We are trying to install the RT 3.6 version, and for which we were installing mod_fastcgi module. We wanted the mod_fastcgi module to be a shared object for which we are using "*apxs" *command provided by the Apache (version 2.2.2). The command is as follows: ** * cd mod_fastcgi-2.4.2* * apxs -o mod_fastcgi -c *.c* ** We are receiving the following error... mod_fastcgi.c: In function 'init_module': mod_fastcgi.c:270: error: '*ap_null_cleanup*' undeclared (first use in this function) mod_fastcgi.c:270: error: (Each undeclared identifier is reported only once mod_fastcgi.c:270: error: for each function it appears in.) *:* *:* *:* *apxs:Error: Command failed with rc=65536* ** ** Did anyone get the same error, and if so, how did you solve it, please let me know. Thanks in advance... Vikram. -------------- next part -------------- An HTML attachment was scrubbed... URL: From laxplayer at earthlink.net Thu Jul 6 07:29:52 2006 From: laxplayer at earthlink.net (Jeremy Stinson) Date: Thu, 6 Jul 2006 07:29:52 -0400 Subject: [rt-users] Intergration with Portal software References: Message-ID: <024301c6a0ef$7ffad250$6510a8c0@readytechs.com> All, We are looking to intergrate RT into our customer self help portal project and we are looking for any input that anyone can supply. Has anyone successfully intergrated RT into a portal framework's security scheme? If so, which portal/CMS/??? did you get it working with? We are currently looking at XOOPS, JetSpeed, Xope, and a couple others. One of our high priorites is the seemless look and feel and SSO between the customer portal and RT and all of the other applications. I am hoping to be able to stay with RT since it is a full featured product but intergration is being a bigger and bigger need. Thanks for your help, Jeremy -------------- next part -------------- An HTML attachment was scrubbed... URL: From ch at westend.com Thu Jul 6 08:01:21 2006 From: ch at westend.com (Christian Hammers) Date: Thu, 6 Jul 2006 14:01:21 +0200 Subject: [rt-users] The 'comp' parameter (undef) to HTML::Mason::Request::CGI->new() ... In-Reply-To: References: Message-ID: <20060706120121.GR26925@westend.com> Hello After installing RT on a Debian Sarge Linux system I get the following error in the apache2 error file when accessing the web page: [Thu Jul 6 11:12:23 2006] [crit]: The 'comp' parameter (undef) to HTML::Mason::Request::CGI->new() was an 'undef', which is not one of the allowed types: scalar object Stack: [/usr/share/perl5/HTML/Mason/CGIHandler.pm:131] [/usr/share/perl5/HTML/Mason/CGIHandler.pm:66] [/usr/share/request-tracker3.6/libexec/webmux.pl:123] [-e:0] (/usr/share/request-tracker3.6/libexec/webmux.pl:125) This says absolutely nothing to me. I tried the installation by porting the RT 3.5 Debian packages to the latest RT 3.6.0 source code. A previously run "make fixdeps" reports no problems. I have RT running in version 3.4 on another server and it has never made such problems before. Any ideas? thanks, -christian- -- Christian Hammers WESTEND GmbH | Internet-Business-Provider Technik CISCO Systems Partner - Authorized Reseller L?tticher Stra?e 10 Tel 0241/701333-11 ch at westend.com D-52064 Aachen Fax 0241/911879 From rfh at pipex.net Thu Jul 6 08:46:10 2006 From: rfh at pipex.net (Roy El-Hames) Date: Thu, 06 Jul 2006 13:46:10 +0100 Subject: [rt-users] Query tickets login? In-Reply-To: <20060705164033.78426.qmail@web32807.mail.mud.yahoo.com> References: <20060705164033.78426.qmail@web32807.mail.mud.yahoo.com> Message-ID: <44AD0612.9030603@pipex.net> Zhiming; There is nothing within the RT code that allow for this .. I have a similar requirement, which I will be starting to work on in the next couple of weeks .. if you wish we can exchange ideas .. What I had in mind is : Create new table UserLogins (3->4 fields --keeping it small ..(id,UserId, LoginTime,Logoff time) create appropriate classes using factory grab user login(session starting ) from web.pm and populate the table with id,UserId, LoginTime I am still investigating how to trap the session end .. anyone any ideas ?? but once its known you can update that row with logoff time Roy Zhiming Liu wrote: > Hi, can someone help me to write a query for > users/super users: > > select all of modified tickets since last login > > Thanks, Zhiming. > > __________________________________________________ > Do You Yahoo!? > Tired of spam? Yahoo! Mail has the best spam protection around > http://mail.yahoo.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > > From murphy at genome.chop.edu Thu Jul 6 09:07:40 2006 From: murphy at genome.chop.edu (Kevin Murphy) Date: Thu, 06 Jul 2006 09:07:40 -0400 Subject: [rt-users] User's Owned Tickets show incorrect URL string forsubject In-Reply-To: <44AC4E5F.6080709@safernet.org.br> References: <1CD7A3530F98054194C0E6BBDA4A684902586B@corpmain.NetCentral.local> <44AC276A.1030003@safernet.org.br> <44AC2A69.7050200@genome.chop.edu> <44AC4E5F.6080709@safernet.org.br> Message-ID: <44AD0B1C.9070505@genome.chop.edu> Gilmar Santos Jr wrote: > Where can I report this bug to authors? (Since they are subscribed to > this list.. is it necessary? :) ) > I sent a patch of etc/initialdata to rt-bugs at fsck.com I think one can either send there or to the rt-devel list. -Kevin From ch at westend.com Thu Jul 6 09:08:04 2006 From: ch at westend.com (Christian Hammers) Date: Thu, 6 Jul 2006 15:08:04 +0200 Subject: [rt-users] SOLVED: The 'comp' parameter (undef) to HTML::Mason::Request::CGI->new() ... In-Reply-To: <20060706120121.GR26925@westend.com> References: <20060706120121.GR26925@westend.com> Message-ID: <20060706130804.GA10113@westend.com> On Thu, Jul 06, 2006 at 02:01:21PM +0200, Christian Hammers wrote: > [Thu Jul 6 11:12:23 2006] [crit]: The 'comp' parameter (undef) to > HTML::Mason::Request::CGI->new() was an 'undef', which is not one of the > allowed types: scalar object I solved the problem by replacing the Debians 1.26 to CPANs 1.33. At least I guess that it was HTML::Mason because CPAN seemed to update some other modules as well. bye, -christian- -- Christian Hammers WESTEND GmbH | Internet-Business-Provider Technik CISCO Systems Partner - Authorized Reseller L?tticher Stra?e 10 Tel 0241/701333-11 ch at westend.com D-52064 Aachen Fax 0241/911879 From brent at skyblue.eu.org Thu Jul 6 09:17:32 2006 From: brent at skyblue.eu.org (Brent Geach) Date: Thu, 6 Jul 2006 14:17:32 +0100 Subject: [rt-users] SOMETHING WAS MISSING! Message-ID: <002f01c6a0fe$8a28b9e0$6f0b0b0a@mforma.com> Hi Im trying to upgrade to version 3.6.0 from 3.4.5 and in trying to install all the perl dependencies I keep getting the following error which I presume is about Test::Expect but as you can see when it tries to install it, it finds that it is already installed. I just really wanted to know if its safe to still proceed as Ive put the upgrade on hold for the moment. /home/test/rt-3.6.0# ./sbin/rt-test-dependencies -with-mysql -v --install perl: >=5.8.3(5.008004)...found users: rt group (rt)...found bin owner (root)...found libs owner (root)...found libs group (bin)...found web owner (www-data)...found web group (rt3)...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...found HTTP::Server::Simple::Mason >=0.09...found GD...found GD::Graph...found GD::Text...found Text::WikiFormat >=0.76...found CLI dependencies: Getopt::Long >=2.24...found DEV dependencies: Regexp::Common...found Test::Inline...found Apache::Test...found HTML::Form...found HTML::TokeParser...found WWW::Mechanize...found Test::WWW::Mechanize >=1.04...found Module::Refresh >=0.03...found Test::Expect 0.30...MISSING Install module Test::Expect CPAN: File::HomeDir loaded ok Going to read /root/.cpan/Metadata Database was generated on Thu, 06 Jul 2006 09:29:08 GMT Test::Expect is up to date (0.30). MYSQL dependencies: DBD::mysql >=2.1018...found MAILGATE dependencies: HTML::TreeBuilder...found HTML::FormatText...found Getopt::Long...found LWP::UserAgent...found CORE dependencies: Calendar::Simple...found Digest::base...found Digest::MD5 >=2.27...found DBI >=1.37...found Test::Inline...found Class::ReturnValue >=0.40...found DBIx::SearchBuilder >=1.39...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 Calendar::Simple...found SOMETHING WAS MISSING! # Looks like your test died before it could output anything. -------------- next part -------------- An HTML attachment was scrubbed... URL: From tsmith at loc.gov Thu Jul 6 09:45:55 2006 From: tsmith at loc.gov (Timothy Smith) Date: Thu, 06 Jul 2006 09:45:55 -0400 Subject: [rt-users] RT-3.6.0 create ticket logout Message-ID: I'm experiencing this at my site; I'm assuming it's a hostname configuration problem caused by the redirect to Display.html. Make sure that the hostname you're using to access RT is exactly the same as the hostname RT and Apache expect -- i.e. if RT's WebURL is http://foobar.baz.org but users are accessing it internally as http://foobar, logging in will set a cookie for foobar but not for foobar.baz.org. When RT redirects to the formal address after creating a ticket, the browser won't be able to find the login cookie for the different hostname. Workaround (not yet tested): Make Apache redirect all requests to foobar to foobar.baz.org. Speculatingly yours, Tim Smith >>> Zhiming Liu 07/05/06 1:11 PM >>> Hi, Is anyone see the same problem on RT-3.6.0? Every time when root user create a new ticket, after click on [Create] button, he get logout page: [New Create In] -> [Create] -> logout page displayed -> login again -> new ticket just create display. Thanks, Zhiming. __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From gilmarsantosjr at safernet.org.br Thu Jul 6 09:56:37 2006 From: gilmarsantosjr at safernet.org.br (Gilmar Santos Jr) Date: Thu, 06 Jul 2006 10:56:37 -0300 Subject: [rt-users] Query tickets login? In-Reply-To: <44AD0612.9030603@pipex.net> References: <20060705164033.78426.qmail@web32807.mail.mud.yahoo.com> <44AD0612.9030603@pipex.net> Message-ID: <44AD1695.5010208@safernet.org.br> Roy El-Hames escreveu: > I am still investigating how to trap the session end .. anyone any > ideas ?? but once its known you can update that row with logoff time Things would be much easier if users clicked logout button.. but someone can just close the browser. I think there's a maximum idle time permitted to the session, after that if a connection attempt is made then user needs to login again. The problem is that RT is activated by the webserver, so to detect the end of sessions there must be a stand alone tool running periodically... There exists a tool to "purge old sessions" in the wiki. Some few changes to it could insert a logout row in the table... The stand alone tool with a change in the execution flow of the logout proccess can achieve what you want ;) -- Gilmar Santos Jr From stefan.franck at interactive-objects.com Thu Jul 6 09:44:39 2006 From: stefan.franck at interactive-objects.com (Stefan Franck) Date: Thu, 06 Jul 2006 15:44:39 +0200 Subject: [rt-users] Query tickets login? In-Reply-To: <44AD0612.9030603@pipex.net> References: <20060705164033.78426.qmail@web32807.mail.mud.yahoo.com> <44AD0612.9030603@pipex.net> Message-ID: <44AD13C7.9010709@interactive-objects.com> Hi, I guess the easiest way to get the logoff time is to map the session to your User Login id. Afterwards you can always overwrite the logoff time with the current time when the session is verified - thus you have the time of the last request as the logoff time. Cheers, Stefan Roy El-Hames wrote: > Zhiming; > There is nothing within the RT code that allow for this .. > I have a similar requirement, which I will be starting to work on in the > next couple of weeks .. if you wish we can exchange ideas .. > What I had in mind is : > Create new table UserLogins (3->4 fields --keeping it small > ..(id,UserId, LoginTime,Logoff time) > create appropriate classes using factory > grab user login(session starting ) from web.pm and populate the table > with id,UserId, LoginTime > I am still investigating how to trap the session end .. anyone any ideas > ?? but once its known you can update that row with logoff time > Roy > > Zhiming Liu wrote: >> Hi, can someone help me to write a query for >> users/super users: >> >> select all of modified tickets since last login >> >> Thanks, Zhiming. >> >> __________________________________________________ >> Do You Yahoo!? >> Tired of spam? Yahoo! Mail has the best spam protection around >> http://mail.yahoo.com _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> We're hiring! Come hack Perl for Best Practical: >> http://bestpractical.com/about/jobs.html >> >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy > a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > From sven.sternberger at desy.de Thu Jul 6 10:19:30 2006 From: sven.sternberger at desy.de (Sven Sternberger) Date: Thu, 06 Jul 2006 16:19:30 +0200 Subject: [rt-users] new boxes fir rt at a glance Message-ID: <1152195571.22270.8.camel@pcx4546.desy.de> Hello! I would like to have the box "Tickets I requested" back in RT3.6 does anybody know how to configure own Boxes? regards! From tmaciak at ci.grand-rapids.mi.us Thu Jul 6 11:18:09 2006 From: tmaciak at ci.grand-rapids.mi.us (=?US-ASCII?Q?=22Maciak=2C_TJ=22?=) Date: Thu, 6 Jul 2006 11:18:09 -0400 Subject: [rt-users] RT::Attribute::Name Unimplemented Message-ID: <"H0000c1a01a4b164.1152199088.frozone1.grand-rapids.mi.us*"@MHS> An embedded and charset-unspecified text was scrubbed... Name: not available URL: -------------- next part -------------- An HTML attachment was scrubbed... URL: From sven.sternberger at desy.de Thu Jul 6 11:28:14 2006 From: sven.sternberger at desy.de (Sven Sternberger) Date: Thu, 06 Jul 2006 17:28:14 +0200 Subject: [rt-users] RT3.6 bug/feature report! In-Reply-To: <20060515121951.GF1934@bestpractical.com> References: <1147355891.3561.30.camel@pcx4546.desy.de> <20060515121951.GF1934@bestpractical.com> Message-ID: <1152199694.22270.12.camel@pcx4546.desy.de> Hello! On Mon, 2006-05-15 at 08:19 -0400, Jesse Vincent wrote: > On Thu, May 11, 2006 at 03:58:11PM +0200, Sven Sternberger wrote: > > I noticed that ther is a difference between 3.0 and 3.6rc1 in the > > access rights handling > > 3.6.0rc2 should revert this functionality. Want to give it a test? In rc2 it looked okay. But in 3.6.0 it is like described below. Have I missed something?? > > Situation: > > > > Two Queues named qa and qb. The user has the right to modify tickets > > in qa but not in qb. In 3.0 it is possible, to set a link > > from a ticket in qa to to a ticket in qb. In 3.6 I get permission > > denied, which looks like I have to give the user the right to > > modify tickets in qb. best regards! sven From jesse at bestpractical.com Thu Jul 6 11:31:48 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 6 Jul 2006 11:31:48 -0400 Subject: [rt-users] RT3.6 bug/feature report! In-Reply-To: <1152199694.22270.12.camel@pcx4546.desy.de> References: <1147355891.3561.30.camel@pcx4546.desy.de> <20060515121951.GF1934@bestpractical.com> <1152199694.22270.12.camel@pcx4546.desy.de> Message-ID: <20060706153148.GU22028@bestpractical.com> There was pretty extensive discussion of this on the mailing list, along with a new configuration file preference. On Thu, Jul 06, 2006 at 05:28:14PM +0200, Sven Sternberger wrote: > Hello! > > On Mon, 2006-05-15 at 08:19 -0400, Jesse Vincent wrote: > > On Thu, May 11, 2006 at 03:58:11PM +0200, Sven Sternberger wrote: > > > I noticed that ther is a difference between 3.0 and 3.6rc1 in the > > > access rights handling > > > > 3.6.0rc2 should revert this functionality. Want to give it a test? > > In rc2 it looked okay. But in 3.6.0 it is like described below. Have I > missed something?? > > > > Situation: > > > > > > Two Queues named qa and qb. The user has the right to modify tickets > > > in qa but not in qb. In 3.0 it is possible, to set a link > > > from a ticket in qa to to a ticket in qb. In 3.6 I get permission > > > denied, which looks like I have to give the user the right to > > > modify tickets in qb. > > best regards! > > sven > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- From jesse at bestpractical.com Thu Jul 6 11:32:38 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 6 Jul 2006 11:32:38 -0400 Subject: [rt-users] RT::Attribute::Name Unimplemented In-Reply-To: <"H0000c1a01a4b164.1152199088.frozone1.grand-rapids.mi.us*"@MHS> References: <"H0000c1a01a4b164.1152199088.frozone1.grand-rapids.mi.us*"@MHS> Message-ID: <20060706153238.GV22028@bestpractical.com> On Thu, Jul 06, 2006 at 11:18:09AM -0400, "Maciak, TJ" wrote: > > Jesse - > > > Was there any resolution to this problem (see bottom of this message for > original dialogue Mon Oct 10)? I too see this error pop up once in > awhile. It is very random as others have > Nobody's been able to reliably reproduce it and it's not something we're seeing here. I do know that with current SearchBuilder and RT, folks who were complaining about it were complaining a lot less. Jesse > Said and from what I can tell has occurred 100% of the time when a user > clicks on Tickets and then loads a saved search. > > > We are *NOT* using SSL so that is not a cause in my situation as someone > else speculated. I am running RT v3.42 with > > > Apache 2 and Mod Perl 2 on Fedora Core 4. > > > > > > I can provide a error message that happened today for your perusal: > > > [START] > > error: > > RT::Attribute::Name Unimplemented in RT::Attributes. > (/opt/rt3/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: > > /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm:496 > /opt/rt3/lib/RT/Attributes_Overlay.pm:79 > /opt/rt3/lib/RT/Attributes_Overlay.pm:71 > /opt/rt3/lib/RT/Attributes_Overlay.pm:86 > /opt/rt3/lib/RT/Attributes_Overlay.pm:117 > /opt/rt3/share/html/Search/Elements/SelectSearchesForObjects:58 > /opt/rt3/local/html/Search/Elements/EditSearches:75 > /opt/rt3/share/html/Search/Build.html:79 > /opt/rt3/share/html/autohandler:215 > > > raw_error > > > RT::Attribute::Name Unimplemented in RT::Attributes. > (/opt/rt3/lib/RT/Attributes_Overlay.pm line 79) > > > Trace begun at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Exceptions.pm > line 129 > HTML::Mason::Exceptions::rethrow_exception('RT::Attribute::Name > Unimplemented in RT::Attributes. (/opt/rt3/lib/RT/Attributes_Overlay.pm > line 79) ^J') called at > /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm line 496 > DBIx::SearchBuilder::Record::AUTOLOAD('RT::Attribute=HASH(0xc0f2234)') > called at /opt/rt3/lib/RT/Attributes_Overlay.pm line 79 > RT::Attributes::_BuildAccessTable('RT::Attributes=HASH(0xc1cb330)') > called at /opt/rt3/lib/RT/Attributes_Overlay.pm line 71 > RT::Attributes::_DoSearch('RT::Attributes=HASH(0xc1cb330)') called at > /opt/rt3/lib/RT/Attributes_Overlay.pm line 86 > RT::Attributes::_AttrHash('RT::Attributes=HASH(0xc1cb330)') called at > /opt/rt3/lib/RT/Attributes_Overlay.pm line 117 > RT::Attributes::Named('RT::Attributes=HASH(0xc1cb330)', 'SavedSearch') > called at /opt/rt3/share/html/Search/Elements/SelectSearchesForObjects > line 58 > HTML::Mason::Commands::__ANON__('Name', 'LoadSavedSearch', 'Objects', > 'ARRAY(0xc16ba20)') called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xc1 > 8d7e8)', 'Name', 'LoadSavedSearch', 'Objects', 'ARRAY(0xc16ba20)') > called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1255 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line > 1249 > HTML::Mason::Request::comp(undef, undef, 'Name', 'LoadSavedSearch', > 'Objects', 'ARRAY(0xc16ba20)') called at > /opt/rt3/local/html/Search/Elements/EditSearches line 75 > HTML::Mason::Commands::__ANON__('CurrentSearch', 'HASH(0xc28c020)', > 'Dirty', 1, 'SearchId', 'RT::Group-24-SavedSearch-22') called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xc1 > 7e010)', 'CurrentSearch', 'HASH(0xc28c020)', 'Dirty', 1, 'SearchId', > 'RT::Group-24-SavedSearch-22') called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1255 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line > 1249 > HTML::Mason::Request::comp(undef, undef, 'CurrentSearch', > 'HASH(0xc28c020)', 'Dirty', 1, 'SearchId', > 'RT::Group-24-SavedSearch-22') called at > /opt/rt3/share/html/Search/Build.html line 79 > HTML::Mason::Commands::__ANON__ at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbf > e1c88)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm > line 1255 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line > 1249 > HTML::Mason::Request::comp(undef, undef) called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 916 > HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HAS > H(0xc0d0a84)') called at /opt/rt3/share/html/autohandler line 215 > HTML::Mason::Commands::__ANON__ at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbc > 959d0)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm > line 1250 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line > 1249 > HTML::Mason::Request::comp(undef, undef, undef) called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 461 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line > 461 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line > 413 > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xc > 0d0a84)') called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 167 > HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheH > andler=HASH(0xc0d0a84)') called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 817 > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=H > ASH(0xb328c2c)', 'Apache2::RequestRec=SCALAR(0xc1d5aa8)') called at > /opt/rt3/bin/webmux.pl line 124 > eval {...} at /opt/rt3/bin/webmux.pl line 124 > RT::Mason::handler('Apache2::RequestRec=SCALAR(0xc1d5aa8)') called at -e > line 0 > eval {...} at -e line 0 > > > [END] > > > [rt-users] RT::Attribute::Name Unimplemented (RT 3.4.4) > > > Raed El - Hames r at elhames.co.uk > Mon Oct 10 18:54:27 EDT 2005 > > * Previous message: [rt-users] RT::Attribute::Name Unimplemented (RT > 3.4.4) > * Next message: [rt-users] RT::Attribute::Name Unimplemented (RT 3.4.4) > > * Messages sorted by: [ date ] [ thread ] [ subject ] [ author ] > > _____ > > Jesse; > > > > > > > > On Sun, Oct 09, 2005 at 11:17:00PM +0100, Raed El - Hames wrote: > > > Sorry about earlier posting not sure what happened there: > > > > > > The below error from un-customised rt with populated database: > > > error: RT::Attribute::Name Unimplemented in RT::Attributes. > > > (/opt/rt3/lib/RT/Attributes_Overlay.pm line 81) > > > > Just before that line ( push @{$self->{'attr'}->{$attr->Name}}, > $attr; ), > > > > insert the following debugging lines: > > > > $RT::Logger->crit("Loading an attribute - ".ref($attr) .' - '. > $attr->_Value('Name')); > > $RT::Logger->crit("It can name" ) if $attr->can('Name'); > > > > Then see what you get in the logs just before this error. > > few lines > [Mon Oct 10 22:20:05 2005] [debug]: RT::CustomField -> QueueObj > deprecated > (/opt/rt3/lib/RT/CustomField_Overlay.pm:753) > [Mon Oct 10 22:20:05 2005] [warning]: Use of uninitialized value in > concatenation (.) or string at > /opt/rt3/share/html/Search/Elements/BuildFormatString line 128. > (/opt/rt3/lib/RT.pm:287) > Then this beauty > [Mon Oct 10 22:30:06 2005] [warning]: Argument "\x{36}\x{3e}..." isn't > numeric in array element at > /opt/rt3/share/html/Search/Elements/BuildFormatString line 153. > (/opt/rt3/lib/RT.pm:287) > > followed by few lines of > [Mon Oct 10 22:16:02 2005] [warning]: Use of uninitialized value in join > or > string at /opt/rt3/share/html/Elements/SelectBoolean line 48. > (/opt/rt3/lib/RT.pm:287) > followed by few (100 or so lines of ) > [Mon Oct 10 22:14:26 2005] [warning]: Use of uninitialized value in > string > eq at /opt/rt3/share/html/Elements/SelectCustomFieldOperator line 50. > (/opt/rt3/lib/RT.pm:287) > > The "Argument "\x{36}\x{3e}" line appear only when the Attribute::Name > error > pops up, the other lines are always there, looking at RT.pm line 153, > its > the ConnectToDatabase function, I have the database on a remote server > (is > that causing the problem??- it was fine with 3.2.3), I am confident the > network connection/commnication is not a problem?? > > Roy > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html -- From ruslan.zakirov at gmail.com Thu Jul 6 11:38:29 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 6 Jul 2006 19:38:29 +0400 Subject: [rt-users] RT3.6 bug/feature report! In-Reply-To: <1152199694.22270.12.camel@pcx4546.desy.de> References: <1147355891.3561.30.camel@pcx4546.desy.de> <20060515121951.GF1934@bestpractical.com> <1152199694.22270.12.camel@pcx4546.desy.de> Message-ID: <589c94400607060838u3fc75616r1157ec29a1e7fcc1@mail.gmail.com> Look into config for StrictLinkACL option. On 7/6/06, Sven Sternberger wrote: > Hello! > > On Mon, 2006-05-15 at 08:19 -0400, Jesse Vincent wrote: > > On Thu, May 11, 2006 at 03:58:11PM +0200, Sven Sternberger wrote: > > > I noticed that ther is a difference between 3.0 and 3.6rc1 in the > > > access rights handling > > > > 3.6.0rc2 should revert this functionality. Want to give it a test? > > In rc2 it looked okay. But in 3.6.0 it is like described below. Have I > missed something?? > > > > Situation: > > > > > > Two Queues named qa and qb. The user has the right to modify tickets > > > in qa but not in qb. In 3.0 it is possible, to set a link > > > from a ticket in qa to to a ticket in qb. In 3.6 I get permission > > > denied, which looks like I have to give the user the right to > > > modify tickets in qb. > > best regards! > > sven > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From tmaciak at ci.grand-rapids.mi.us Thu Jul 6 11:42:52 2006 From: tmaciak at ci.grand-rapids.mi.us (=?US-ASCII?Q?=22Maciak=2C_TJ=22?=) Date: Thu, 6 Jul 2006 11:42:52 -0400 Subject: [rt-users] RT::Attribute::Name Unimplemented In-Reply-To: <20060706153238.GV22028@bestpractical.com> Message-ID: <"H0000c1a01a4bdf8.1152200571.frozone1.grand-rapids.mi.us*"@MHS> From what I have heard by my users I would guess it happens 5 times per month (not very much but that?s just the ones reported to me). What is the current version of SearchBuilder.pm? Whats the best way to upgrade it if I am not using it? I am currently using: /usr/lib/perl5/site_perl/5.8.5/DBIx $VERSION = "1.38"; Also we are using remote DB via Oracle if that helps any. T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Thursday, July 06, 2006 11:33 AM To: Maciak, TJ Cc: rt-users Subject: Re: [rt-users] RT::Attribute::Name Unimplemented On Thu, Jul 06, 2006 at 11:18:09AM -0400, "Maciak, TJ" wrote: > > Jesse - > > > Was there any resolution to this problem (see bottom of this message for > original dialogue Mon Oct 10)? I too see this error pop up once in > awhile. It is very random as others have > Nobody's been able to reliably reproduce it and it's not something we're seeing here. I do know that with current SearchBuilder and RT, folks who were complaining about it were complaining a lot less. Jesse > Said and from what I can tell has occurred 100% of the time when a user > clicks on Tickets and then loads a saved search. > > > We are *NOT* using SSL so that is not a cause in my situation as someone > else speculated. I am running RT v3.42 with > > > Apache 2 and Mod Perl 2 on Fedora Core 4. > > > > > > I can provide a error message that happened today for your perusal: > > > [START] > > error: > > RT::Attribute::Name Unimplemented in RT::Attributes. > (/opt/rt3/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: > > /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm:496 > /opt/rt3/lib/RT/Attributes_Overlay.pm:79 > /opt/rt3/lib/RT/Attributes_Overlay.pm:71 > /opt/rt3/lib/RT/Attributes_Overlay.pm:86 > /opt/rt3/lib/RT/Attributes_Overlay.pm:117 > /opt/rt3/share/html/Search/Elements/SelectSearchesForObjects:58 > /opt/rt3/local/html/Search/Elements/EditSearches:75 > /opt/rt3/share/html/Search/Build.html:79 > /opt/rt3/share/html/autohandler:215 > > > raw_error > > > RT::Attribute::Name Unimplemented in RT::Attributes. > (/opt/rt3/lib/RT/Attributes_Overlay.pm line 79) > > > Trace begun at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Exceptions.pm > line 129 > HTML::Mason::Exceptions::rethrow_exception('RT::Attribute::Name > Unimplemented in RT::Attributes. (/opt/rt3/lib/RT/Attributes_Overlay.pm > line 79) ^J') called at > /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm line 496 > DBIx::SearchBuilder::Record::AUTOLOAD('RT::Attribute=HASH(0xc0f2234)') > called at /opt/rt3/lib/RT/Attributes_Overlay.pm line 79 > RT::Attributes::_BuildAccessTable('RT::Attributes=HASH(0xc1cb330)') > called at /opt/rt3/lib/RT/Attributes_Overlay.pm line 71 > RT::Attributes::_DoSearch('RT::Attributes=HASH(0xc1cb330)') called at > /opt/rt3/lib/RT/Attributes_Overlay.pm line 86 > RT::Attributes::_AttrHash('RT::Attributes=HASH(0xc1cb330)') called at > /opt/rt3/lib/RT/Attributes_Overlay.pm line 117 > RT::Attributes::Named('RT::Attributes=HASH(0xc1cb330)', 'SavedSearch') > called at /opt/rt3/share/html/Search/Elements/SelectSearchesForObjects > line 58 > HTML::Mason::Commands::__ANON__('Name', 'LoadSavedSearch', 'Objects', > 'ARRAY(0xc16ba20)') called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xc1 > 8d7e8)', 'Name', 'LoadSavedSearch', 'Objects', 'ARRAY(0xc16ba20)') > called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1255 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line > 1249 > HTML::Mason::Request::comp(undef, undef, 'Name', 'LoadSavedSearch', > 'Objects', 'ARRAY(0xc16ba20)') called at > /opt/rt3/local/html/Search/Elements/EditSearches line 75 > HTML::Mason::Commands::__ANON__('CurrentSearch', 'HASH(0xc28c020)', > 'Dirty', 1, 'SearchId', 'RT::Group-24-SavedSearch-22') called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xc1 > 7e010)', 'CurrentSearch', 'HASH(0xc28c020)', 'Dirty', 1, 'SearchId', > 'RT::Group-24-SavedSearch-22') called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1255 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line > 1249 > HTML::Mason::Request::comp(undef, undef, 'CurrentSearch', > 'HASH(0xc28c020)', 'Dirty', 1, 'SearchId', > 'RT::Group-24-SavedSearch-22') called at > /opt/rt3/share/html/Search/Build.html line 79 > HTML::Mason::Commands::__ANON__ at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbf > e1c88)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm > line 1255 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line > 1249 > HTML::Mason::Request::comp(undef, undef) called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 916 > HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HAS > H(0xc0d0a84)') called at /opt/rt3/share/html/autohandler line 215 > HTML::Mason::Commands::__ANON__ at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbc > 959d0)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm > line 1250 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line > 1249 > HTML::Mason::Request::comp(undef, undef, undef) called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 461 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line > 461 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line > 413 > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xc > 0d0a84)') called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 167 > HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheH > andler=HASH(0xc0d0a84)') called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 817 > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=H > ASH(0xb328c2c)', 'Apache2::RequestRec=SCALAR(0xc1d5aa8)') called at > /opt/rt3/bin/webmux.pl line 124 > eval {...} at /opt/rt3/bin/webmux.pl line 124 > RT::Mason::handler('Apache2::RequestRec=SCALAR(0xc1d5aa8)') called at -e > line 0 > eval {...} at -e line 0 > > > [END] > > > [rt-users] RT::Attribute::Name Unimplemented (RT 3.4.4) > > > Raed El - Hames r at elhames.co.uk > Mon Oct 10 18:54:27 EDT 2005 > > * Previous message: [rt-users] RT::Attribute::Name Unimplemented (RT > 3.4.4) > * Next message: [rt-users] RT::Attribute::Name Unimplemented (RT 3.4.4) > > * Messages sorted by: [ date ] [ thread ] [ subject ] [ author ] > > _____ > > Jesse; > > > > > > > > On Sun, Oct 09, 2005 at 11:17:00PM +0100, Raed El - Hames wrote: > > > Sorry about earlier posting not sure what happened there: > > > > > > The below error from un-customised rt with populated database: > > > error: RT::Attribute::Name Unimplemented in RT::Attributes. > > > (/opt/rt3/lib/RT/Attributes_Overlay.pm line 81) > > > > Just before that line ( push @{$self->{'attr'}->{$attr->Name}}, > $attr; ), > > > > insert the following debugging lines: > > > > $RT::Logger->crit("Loading an attribute - ".ref($attr) .' - '. > $attr->_Value('Name')); > > $RT::Logger->crit("It can name" ) if $attr->can('Name'); > > > > Then see what you get in the logs just before this error. > > few lines > [Mon Oct 10 22:20:05 2005] [debug]: RT::CustomField -> QueueObj > deprecated > (/opt/rt3/lib/RT/CustomField_Overlay.pm:753) > [Mon Oct 10 22:20:05 2005] [warning]: Use of uninitialized value in > concatenation (.) or string at > /opt/rt3/share/html/Search/Elements/BuildFormatString line 128. > (/opt/rt3/lib/RT.pm:287) > Then this beauty > [Mon Oct 10 22:30:06 2005] [warning]: Argument "\x{36}\x{3e}..." isn't > numeric in array element at > /opt/rt3/share/html/Search/Elements/BuildFormatString line 153. > (/opt/rt3/lib/RT.pm:287) > > followed by few lines of > [Mon Oct 10 22:16:02 2005] [warning]: Use of uninitialized value in join > or > string at /opt/rt3/share/html/Elements/SelectBoolean line 48. > (/opt/rt3/lib/RT.pm:287) > followed by few (100 or so lines of ) > [Mon Oct 10 22:14:26 2005] [warning]: Use of uninitialized value in > string > eq at /opt/rt3/share/html/Elements/SelectCustomFieldOperator line 50. > (/opt/rt3/lib/RT.pm:287) > > The "Argument "\x{36}\x{3e}" line appear only when the Attribute::Name > error > pops up, the other lines are always there, looking at RT.pm line 153, > its > the ConnectToDatabase function, I have the database on a remote server > (is > that causing the problem??- it was fine with 3.2.3), I am confident the > network connection/commnication is not a problem?? > > Roy > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html -- From todd at chaka.net Thu Jul 6 11:59:46 2006 From: todd at chaka.net (Todd Chapman) Date: Thu, 6 Jul 2006 11:59:46 -0400 Subject: [rt-users] RT::Attribute::Name Unimplemented In-Reply-To: <20060706153238.GV22028@bestpractical.com> References: <"H0000c1a01a4b164.1152199088.frozone1.grand-rapids.mi.us*"@MHS> <20060706153238.GV22028@bestpractical.com> Message-ID: <20060706155946.GB25776@chaka.net> On Thu, Jul 06, 2006 at 11:32:38AM -0400, Jesse Vincent wrote: > > > > On Thu, Jul 06, 2006 at 11:18:09AM -0400, "Maciak, TJ" wrote: > > > > Jesse - > > > > > > Was there any resolution to this problem (see bottom of this message for > > original dialogue Mon Oct 10)? I too see this error pop up once in > > awhile. It is very random as others have > > > > Nobody's been able to reliably reproduce it and it's not something we're > seeing here. I do know that with current SearchBuilder and RT, folks who > were complaining about it were complaining a lot less. > > Jesse > We still get it sporadically. A refresh usually fixes it. If it persists in 3.6 I'll let you know. -Todd From sven.sternberger at desy.de Thu Jul 6 12:01:57 2006 From: sven.sternberger at desy.de (Sven Sternberger) Date: Thu, 06 Jul 2006 18:01:57 +0200 Subject: [rt-users] Bug in search for merged ticket! Message-ID: <1152201717.22270.19.camel@pcx4546.desy.de> Hello! I just migrated from 3.0.12 to rt3.6.0. The imported data looks okay, but I get no result when I search for source ticket ids which are merged. I can search for the destination ticket id, and I see the merge transaction with the source id. But when I look for this id I get no result. I finaly tried in the search box fulltext:source_id and this works but is very slow! regards! From KFCrocker at lbl.gov Thu Jul 6 12:39:02 2006 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 06 Jul 2006 09:39:02 -0700 Subject: [rt-users] See ticket, but none of the replies/comments In-Reply-To: References: Message-ID: <44AD3CA6.8030701@lbl.gov> Rich, Check your global system group privileges and roles for that Queue. Kenn LBNL Rich Bowen wrote: > I want to be able to give "help desk" folks the ability to keep seeing > the tickets (ID, subject) after they have transferred it into another > queue - without seeing the comments/replies that have been made on that > ticket. I thought that this was "show ticket" without "show ticket > comments", but folks can still see the comments, which I didn't expect. > > Any assistance? > > --Rich > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.Buy > a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > From rfh at pipex.net Thu Jul 6 14:06:52 2006 From: rfh at pipex.net (Roy El-Hames) Date: Thu, 06 Jul 2006 19:06:52 +0100 Subject: [rt-users] RT::Attribute::Name Unimplemented In-Reply-To: <"H0000c1a01a4b164.1152199088.frozone1.grand-rapids.mi.us*"@MHS> References: <"H0000c1a01a4b164.1152199088.frozone1.grand-rapids.mi.us*"@MHS> Message-ID: <44AD513C.6090709@pipex.net> Mac; What version of searchbuilder DBIx are you using, we had this problem with version 1.33 and RT 3.4.4 , we managed to fix it by removing line 706 in /usr/lib/perl5//DBIx/SearchBuilder/Record.pm ##$field = $self->_Accessible($field, "column") while $self->_Accessible($field, "column"); I can't find a logical explanation or method to say why it caused the problem .. but this line did not exist in versions of dbix < 1.32 ..and which this problem did not happen .. my users used to get this error 4->5 times a day after removing that line this error stopped all together and have n't appeared in the last 8 months .. Regards; Roy Maciak, TJ wrote: > Jesse - > > > Was there any resolution to this problem (see bottom of this message for > original dialogue Mon Oct 10)? I too see this error pop up once in > awhile. It is very random as others have > > > Said and from what I can tell has occurred 100% of the time when a user > clicks on Tickets and then loads a saved search. > > > We are *NOT* using SSL so that is not a cause in my situation as someone > else speculated. I am running RT v3.42 with > > > Apache 2 and Mod Perl 2 on Fedora Core 4. > > > > > > I can provide a error message that happened today for your perusal: > > > [START] > > error: > > RT::Attribute::Name Unimplemented in RT::Attributes. > (/opt/rt3/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: > > /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm:496 > /opt/rt3/lib/RT/Attributes_Overlay.pm:79 > /opt/rt3/lib/RT/Attributes_Overlay.pm:71 > /opt/rt3/lib/RT/Attributes_Overlay.pm:86 > /opt/rt3/lib/RT/Attributes_Overlay.pm:117 > /opt/rt3/share/html/Search/Elements/SelectSearchesForObjects:58 > /opt/rt3/local/html/Search/Elements/EditSearches:75 > /opt/rt3/share/html/Search/Build.html:79 > /opt/rt3/share/html/autohandler:215 > > > raw_error > > > RT::Attribute::Name Unimplemented in RT::Attributes. > (/opt/rt3/lib/RT/Attributes_Overlay.pm line 79) > > > Trace begun at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Exceptions.pm > line 129 > HTML::Mason::Exceptions::rethrow_exception('RT::Attribute::Name > Unimplemented in RT::Attributes. (/opt/rt3/lib/RT/Attributes_Overlay.pm > line 79) ^J') called at > /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm line 496 > DBIx::SearchBuilder::Record::AUTOLOAD('RT::Attribute=HASH(0xc0f2234)') > called at /opt/rt3/lib/RT/Attributes_Overlay.pm line 79 > RT::Attributes::_BuildAccessTable('RT::Attributes=HASH(0xc1cb330)') > called at /opt/rt3/lib/RT/Attributes_Overlay.pm line 71 > RT::Attributes::_DoSearch('RT::Attributes=HASH(0xc1cb330)') called at > /opt/rt3/lib/RT/Attributes_Overlay.pm line 86 > RT::Attributes::_AttrHash('RT::Attributes=HASH(0xc1cb330)') called at > /opt/rt3/lib/RT/Attributes_Overlay.pm line 117 > RT::Attributes::Named('RT::Attributes=HASH(0xc1cb330)', 'SavedSearch') > called at /opt/rt3/share/html/Search/Elements/SelectSearchesForObjects > line 58 > HTML::Mason::Commands::__ANON__('Name', 'LoadSavedSearch', 'Objects', > 'ARRAY(0xc16ba20)') called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xc1 > 8d7e8)', 'Name', 'LoadSavedSearch', 'Objects', 'ARRAY(0xc16ba20)') > called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1255 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line > 1249 > HTML::Mason::Request::comp(undef, undef, 'Name', 'LoadSavedSearch', > 'Objects', 'ARRAY(0xc16ba20)') called at > /opt/rt3/local/html/Search/Elements/EditSearches line 75 > HTML::Mason::Commands::__ANON__('CurrentSearch', 'HASH(0xc28c020)', > 'Dirty', 1, 'SearchId', 'RT::Group-24-SavedSearch-22') called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xc1 > 7e010)', 'CurrentSearch', 'HASH(0xc28c020)', 'Dirty', 1, 'SearchId', > 'RT::Group-24-SavedSearch-22') called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1255 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line > 1249 > HTML::Mason::Request::comp(undef, undef, 'CurrentSearch', > 'HASH(0xc28c020)', 'Dirty', 1, 'SearchId', > 'RT::Group-24-SavedSearch-22') called at > /opt/rt3/share/html/Search/Build.html line 79 > HTML::Mason::Commands::__ANON__ at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbf > e1c88)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm > line 1255 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line > 1249 > HTML::Mason::Request::comp(undef, undef) called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 916 > HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HAS > H(0xc0d0a84)') called at /opt/rt3/share/html/autohandler line 215 > HTML::Mason::Commands::__ANON__ at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbc > 959d0)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm > line 1250 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line > 1249 > HTML::Mason::Request::comp(undef, undef, undef) called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 461 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line > 461 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line > 413 > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xc > 0d0a84)') called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 167 > HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheH > andler=HASH(0xc0d0a84)') called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 817 > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=H > ASH(0xb328c2c)', 'Apache2::RequestRec=SCALAR(0xc1d5aa8)') called at > /opt/rt3/bin/webmux.pl line 124 > eval {...} at /opt/rt3/bin/webmux.pl line 124 > RT::Mason::handler('Apache2::RequestRec=SCALAR(0xc1d5aa8)') called at -e > line 0 > eval {...} at -e line 0 > > > [END] > > > [rt-users] RT::Attribute::Name Unimplemented (RT 3.4.4) > > > Raed El - Hames r at elhames.co.uk > Mon Oct 10 18:54:27 EDT 2005 > > * Previous message: [rt-users] RT::Attribute::Name Unimplemented (RT > 3.4.4) > * Next message: [rt-users] RT::Attribute::Name Unimplemented (RT 3.4.4) > > * Messages sorted by: [ date ] [ thread ] [ subject ] [ author ] > > _____ > > Jesse; > >> >> On Sun, Oct 09, 2005 at 11:17:00PM +0100, Raed El - Hames wrote: >> >>> Sorry about earlier posting not sure what happened there: >>> >>> The below error from un-customised rt with populated database: >>> error: RT::Attribute::Name Unimplemented in RT::Attributes. >>> (/opt/rt3/lib/RT/Attributes_Overlay.pm line 81) >>> >> Just before that line ( push @{$self->{'attr'}->{$attr->Name}}, >> > $attr; ), > >> insert the following debugging lines: >> >> $RT::Logger->crit("Loading an attribute - ".ref($attr) .' - '. >> > $attr->_Value('Name')); > >> $RT::Logger->crit("It can name" ) if $attr->can('Name'); >> >> Then see what you get in the logs just before this error. >> > > few lines > [Mon Oct 10 22:20:05 2005] [debug]: RT::CustomField -> QueueObj > deprecated > (/opt/rt3/lib/RT/CustomField_Overlay.pm:753) > [Mon Oct 10 22:20:05 2005] [warning]: Use of uninitialized value in > concatenation (.) or string at > /opt/rt3/share/html/Search/Elements/BuildFormatString line 128. > (/opt/rt3/lib/RT.pm:287) > Then this beauty > [Mon Oct 10 22:30:06 2005] [warning]: Argument "\x{36}\x{3e}..." isn't > numeric in array element at > /opt/rt3/share/html/Search/Elements/BuildFormatString line 153. > (/opt/rt3/lib/RT.pm:287) > > followed by few lines of > [Mon Oct 10 22:16:02 2005] [warning]: Use of uninitialized value in join > or > string at /opt/rt3/share/html/Elements/SelectBoolean line 48. > (/opt/rt3/lib/RT.pm:287) > followed by few (100 or so lines of ) > [Mon Oct 10 22:14:26 2005] [warning]: Use of uninitialized value in > string > eq at /opt/rt3/share/html/Elements/SelectCustomFieldOperator line 50. > (/opt/rt3/lib/RT.pm:287) > > The "Argument "\x{36}\x{3e}" line appear only when the Attribute::Name > error > pops up, the other lines are always there, looking at RT.pm line 153, > its > the ConnectToDatabase function, I have the database on a remote server > (is > that causing the problem??- it was fine with 3.2.3), I am confident the > network connection/commnication is not a problem?? > > Roy > > > > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From tmaciak at ci.grand-rapids.mi.us Thu Jul 6 14:13:58 2006 From: tmaciak at ci.grand-rapids.mi.us (=?US-ASCII?Q?=22Maciak=2C_TJ=22?=) Date: Thu, 6 Jul 2006 14:13:58 -0400 Subject: [rt-users] RT::Attribute::Name Unimplemented In-Reply-To: <44AD513C.6090709@pipex.net> Message-ID: <"H0000c1a01a4decc.1152209637.frozone1.grand-rapids.mi.us*"@MHS> Roy, I am currently using RT v3.4.2 and I have $VERSION = "1.38"; of SearchBuilder.pm installed. The OS is Fedora Core 4 and the DB is remote Oracle 9i I believe. I will look into my file and see if that line is there and then test it out on my development system. Is the SearchBuilder.pm used anywhere else other than the Query / Saved searches? Ie- would removing this line affect anything else?? T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 -----Original Message----- From: Roy El-Hames [mailto:rfh at pipex.net] Sent: Thursday, July 06, 2006 2:07 PM To: Maciak, TJ Cc: rt-users Subject: Re: [rt-users] RT::Attribute::Name Unimplemented Mac; What version of searchbuilder DBIx are you using, we had this problem with version 1.33 and RT 3.4.4 , we managed to fix it by removing line 706 in /usr/lib/perl5//DBIx/SearchBuilder/Record.pm ##$field = $self->_Accessible($field, "column") while $self->_Accessible($field, "column"); I can't find a logical explanation or method to say why it caused the problem .. but this line did not exist in versions of dbix < 1.32 ..and which this problem did not happen .. my users used to get this error 4->5 times a day after removing that line this error stopped all together and have n't appeared in the last 8 months .. Regards; Roy Maciak, TJ wrote: > Jesse - > > > Was there any resolution to this problem (see bottom of this message for > original dialogue Mon Oct 10)? I too see this error pop up once in > awhile. It is very random as others have > > > Said and from what I can tell has occurred 100% of the time when a user > clicks on Tickets and then loads a saved search. > > > We are *NOT* using SSL so that is not a cause in my situation as someone > else speculated. I am running RT v3.42 with > > > Apache 2 and Mod Perl 2 on Fedora Core 4. > > > > > > I can provide a error message that happened today for your perusal: > > > [START] > > error: > > RT::Attribute::Name Unimplemented in RT::Attributes. > (/opt/rt3/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: > > /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm:496 > /opt/rt3/lib/RT/Attributes_Overlay.pm:79 > /opt/rt3/lib/RT/Attributes_Overlay.pm:71 > /opt/rt3/lib/RT/Attributes_Overlay.pm:86 > /opt/rt3/lib/RT/Attributes_Overlay.pm:117 > /opt/rt3/share/html/Search/Elements/SelectSearchesForObjects:58 > /opt/rt3/local/html/Search/Elements/EditSearches:75 > /opt/rt3/share/html/Search/Build.html:79 > /opt/rt3/share/html/autohandler:215 > > > raw_error > > > RT::Attribute::Name Unimplemented in RT::Attributes. > (/opt/rt3/lib/RT/Attributes_Overlay.pm line 79) > > > Trace begun at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Exceptions.pm > line 129 > HTML::Mason::Exceptions::rethrow_exception('RT::Attribute::Name > Unimplemented in RT::Attributes. (/opt/rt3/lib/RT/Attributes_Overlay.pm > line 79) ^J') called at > /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm line 496 > DBIx::SearchBuilder::Record::AUTOLOAD('RT::Attribute=HASH(0xc0f2234)') > called at /opt/rt3/lib/RT/Attributes_Overlay.pm line 79 > RT::Attributes::_BuildAccessTable('RT::Attributes=HASH(0xc1cb330)') > called at /opt/rt3/lib/RT/Attributes_Overlay.pm line 71 > RT::Attributes::_DoSearch('RT::Attributes=HASH(0xc1cb330)') called at > /opt/rt3/lib/RT/Attributes_Overlay.pm line 86 > RT::Attributes::_AttrHash('RT::Attributes=HASH(0xc1cb330)') called at > /opt/rt3/lib/RT/Attributes_Overlay.pm line 117 > RT::Attributes::Named('RT::Attributes=HASH(0xc1cb330)', 'SavedSearch') > called at /opt/rt3/share/html/Search/Elements/SelectSearchesForObjects > line 58 > HTML::Mason::Commands::__ANON__('Name', 'LoadSavedSearch', 'Objects', > 'ARRAY(0xc16ba20)') called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xc1 > 8d7e8)', 'Name', 'LoadSavedSearch', 'Objects', 'ARRAY(0xc16ba20)') > called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1255 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line > 1249 > HTML::Mason::Request::comp(undef, undef, 'Name', 'LoadSavedSearch', > 'Objects', 'ARRAY(0xc16ba20)') called at > /opt/rt3/local/html/Search/Elements/EditSearches line 75 > HTML::Mason::Commands::__ANON__('CurrentSearch', 'HASH(0xc28c020)', > 'Dirty', 1, 'SearchId', 'RT::Group-24-SavedSearch-22') called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xc1 > 7e010)', 'CurrentSearch', 'HASH(0xc28c020)', 'Dirty', 1, 'SearchId', > 'RT::Group-24-SavedSearch-22') called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1255 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line > 1249 > HTML::Mason::Request::comp(undef, undef, 'CurrentSearch', > 'HASH(0xc28c020)', 'Dirty', 1, 'SearchId', > 'RT::Group-24-SavedSearch-22') called at > /opt/rt3/share/html/Search/Build.html line 79 > HTML::Mason::Commands::__ANON__ at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbf > e1c88)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm > line 1255 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line > 1249 > HTML::Mason::Request::comp(undef, undef) called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 916 > HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HAS > H(0xc0d0a84)') called at /opt/rt3/share/html/autohandler line 215 > HTML::Mason::Commands::__ANON__ at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbc > 959d0)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm > line 1250 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line > 1249 > HTML::Mason::Request::comp(undef, undef, undef) called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 461 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line > 461 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line > 413 > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xc > 0d0a84)') called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 167 > HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheH > andler=HASH(0xc0d0a84)') called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 817 > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=H > ASH(0xb328c2c)', 'Apache2::RequestRec=SCALAR(0xc1d5aa8)') called at > /opt/rt3/bin/webmux.pl line 124 > eval {...} at /opt/rt3/bin/webmux.pl line 124 > RT::Mason::handler('Apache2::RequestRec=SCALAR(0xc1d5aa8)') called at -e > line 0 > eval {...} at -e line 0 > > > [END] > > > [rt-users] RT::Attribute::Name Unimplemented (RT 3.4.4) > > > Raed El - Hames r at elhames.co.uk > Mon Oct 10 18:54:27 EDT 2005 > > * Previous message: [rt-users] RT::Attribute::Name Unimplemented (RT > 3.4.4) > * Next message: [rt-users] RT::Attribute::Name Unimplemented (RT 3.4.4) > > * Messages sorted by: [ date ] [ thread ] [ subject ] [ author ] > > _____ > > Jesse; > >> >> On Sun, Oct 09, 2005 at 11:17:00PM +0100, Raed El - Hames wrote: >> >>> Sorry about earlier posting not sure what happened there: >>> >>> The below error from un-customised rt with populated database: >>> error: RT::Attribute::Name Unimplemented in RT::Attributes. >>> (/opt/rt3/lib/RT/Attributes_Overlay.pm line 81) >>> >> Just before that line ( push @{$self->{'attr'}->{$attr->Name}}, >> > $attr; ), > >> insert the following debugging lines: >> >> $RT::Logger->crit("Loading an attribute - ".ref($attr) .' - '. >> > $attr->_Value('Name')); > >> $RT::Logger->crit("It can name" ) if $attr->can('Name'); >> >> Then see what you get in the logs just before this error. >> > > few lines > [Mon Oct 10 22:20:05 2005] [debug]: RT::CustomField -> QueueObj > deprecated > (/opt/rt3/lib/RT/CustomField_Overlay.pm:753) > [Mon Oct 10 22:20:05 2005] [warning]: Use of uninitialized value in > concatenation (.) or string at > /opt/rt3/share/html/Search/Elements/BuildFormatString line 128. > (/opt/rt3/lib/RT.pm:287) > Then this beauty > [Mon Oct 10 22:30:06 2005] [warning]: Argument "\x{36}\x{3e}..." isn't > numeric in array element at > /opt/rt3/share/html/Search/Elements/BuildFormatString line 153. > (/opt/rt3/lib/RT.pm:287) > > followed by few lines of > [Mon Oct 10 22:16:02 2005] [warning]: Use of uninitialized value in join > or > string at /opt/rt3/share/html/Elements/SelectBoolean line 48. > (/opt/rt3/lib/RT.pm:287) > followed by few (100 or so lines of ) > [Mon Oct 10 22:14:26 2005] [warning]: Use of uninitialized value in > string > eq at /opt/rt3/share/html/Elements/SelectCustomFieldOperator line 50. > (/opt/rt3/lib/RT.pm:287) > > The "Argument "\x{36}\x{3e}" line appear only when the Attribute::Name > error > pops up, the other lines are always there, looking at RT.pm line 153, > its > the ConnectToDatabase function, I have the database on a remote server > (is > that causing the problem??- it was fine with 3.2.3), I am confident the > network connection/commnication is not a problem?? > > Roy > > > > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From tmaciak at ci.grand-rapids.mi.us Thu Jul 6 14:34:38 2006 From: tmaciak at ci.grand-rapids.mi.us (=?US-ASCII?Q?=22Maciak=2C_TJ=22?=) Date: Thu, 6 Jul 2006 14:34:38 -0400 Subject: [rt-users] RT::Attribute::Name Unimplemented In-Reply-To: <44AD513C.6090709@pipex.net> Message-ID: <"H0000c1a01a4fdc4.1152210878.frozone1.grand-rapids.mi.us*"@MHS> Unfortunately that line or anything that resembles that code does not exist in version 1.38 :( T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 -----Original Message----- From: rfh at pipex.net [mailto:rfh at pipex.net] Sent: Thursday, July 06, 2006 2:07 PM To: Maciak, TJ Cc: rt-users Subject: Re: [rt-users] RT::Attribute::Name Unimplemented Mac; What version of searchbuilder DBIx are you using, we had this problem with version 1.33 and RT 3.4.4 , we managed to fix it by removing line 706 in /usr/lib/perl5//DBIx/SearchBuilder/Record.pm ##$field = $self->_Accessible($field, "column") while $self->_Accessible($field, "column"); I can't find a logical explanation or method to say why it caused the problem .. but this line did not exist in versions of dbix < 1.32 ..and which this problem did not happen .. my users used to get this error 4->5 times a day after removing that line this error stopped all together and have n't appeared in the last 8 months .. Regards; Roy From pcollins at digifonica.com Thu Jul 6 14:42:54 2006 From: pcollins at digifonica.com (Peter Collins) Date: Thu, 6 Jul 2006 11:42:54 -0700 Subject: [rt-users] Custom field value pre-populated? In-Reply-To: <20060706181458.D4A834D8238@diesel.bestpractical.com> Message-ID: <017401c6a12b$fe2dadf0$0001a8c0@digifoni581d26> Is it possible to have a link that opens a new ticket creation window, for a particular queue, AND with a certain custom field populated with a specific value? Bascially I want to be in a particular customer account in our own provisioning tool, and have a button or link that will create an RT ticket for the account I'm in. Right now in RT, a ticket creation url looks like http://rt.boogersgalore.com/Ticket/Create.html?Queue=33 , which obviously specifies the queue. I'm wondering if that url can also include a value for the account number custom field. Thanks everyone in advance, Peter From tmaciak at ci.grand-rapids.mi.us Thu Jul 6 16:47:45 2006 From: tmaciak at ci.grand-rapids.mi.us (=?US-ASCII?Q?=22Maciak=2C_TJ=22?=) Date: Thu, 6 Jul 2006 16:47:45 -0400 Subject: [rt-users] Possible Bug in RT (3.4.2 anyway - maybe higher versions??) need someone to verify Message-ID: <"H0000c1a01a536f4.1152218865.frozone1.grand-rapids.mi.us*"@MHS> An embedded and charset-unspecified text was scrubbed... Name: not available URL: -------------- next part -------------- An HTML attachment was scrubbed... URL: From kira at lightsphere.com Thu Jul 6 17:11:56 2006 From: kira at lightsphere.com (Jackie Hamilton) Date: Thu, 6 Jul 2006 16:11:56 -0500 Subject: [rt-users] problems upgrading RT2 to RT3 Message-ID: <20060706161156.668114.137428fa@lightsphere.com> I'm trying to upgrade a RT 2.0.14 db to RT 3.2.2. Am using the rt2-to-rt3-1.23 scripts. The rt-2.0-to-dumpfile appeared to run ok, although the metadata looks like it's incomplete... here's what it has for all of the users: 'User' => [ { 'id' => '64820' }, { 'id' => '152146' }, { 'id' => '156670' }, ...etc. No names or email addresses or any other info. When I try to run the dumpfile-to-rt-3.0 script, though, it fails with this err: .[Thu Jul 6 20:41:37 2006] [error]: Could not create a new user - (/opt/myrt3/lib/RT/User_Overlay.pm:260) Failed to create user for$VAR1 = { 'CryptedPassword' => undef, 'Name' => 'Unnamed user 46183' }; Same error repeated thousands of times (one for every userid, I presume; I killed it after a few dozen screenfuls.) Any advice on how to get this to work? I don't suppose I can just copy the database info over directly from the rt2 db to rt3, can I? Thanks, -- Jackie Hamilton kira at lightsphere.com From jokermjs19 at comcast.net Thu Jul 6 21:02:08 2006 From: jokermjs19 at comcast.net (Mathew Snyder) Date: Thu, 06 Jul 2006 21:02:08 -0400 Subject: [rt-users] SOMETHING WAS MISSING! In-Reply-To: <002f01c6a0fe$8a28b9e0$6f0b0b0a@mforma.com> References: <002f01c6a0fe$8a28b9e0$6f0b0b0a@mforma.com> Message-ID: <44ADB290.60608@comcast.net> What I've found is that if you have a newer version that it usually doesn't matter. I had the same problem with XML::RSS. Make testdeps wouldn't find v1.05 however, I have v1.10 installed. Everything still worked as expected. I suspect that some items are hard-coded for a particular version and ignore anything other than that one version. If you have a newer version installed, chances are it will still work. Mathew Brent Geach wrote: > Hi > > Im trying to upgrade to version 3.6.0 from 3.4.5 and in trying to > install all the perl dependencies I keep getting the following error > which I presume is about Test::Expect but as you can see when it tries > to install it, it finds that it is already installed. I just really > wanted to know if its safe to still proceed as Ive put the upgrade on > hold for the moment. > > > > /home/test/rt-3.6.0# ./sbin/rt-test-dependencies -with-mysql -v --install > > perl: > > >=5.8.3(5.008004)...found > > users: > > rt group (rt)...found > > bin owner (root)...found > > libs owner (root)...found > > libs group (bin)...found > > web owner (www-data)...found > > web group (rt3)...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...found > > HTTP::Server::Simple::Mason >=0.09...found > > GD...found > > GD::Graph...found > > GD::Text...found > > Text::WikiFormat >=0.76...found > > CLI dependencies: > > Getopt::Long >=2.24...found > > DEV dependencies: > > Regexp::Common...found > > Test::Inline...found > > Apache::Test...found > > HTML::Form...found > > HTML::TokeParser...found > > WWW::Mechanize...found > > Test::WWW::Mechanize >=1.04...found > > Module::Refresh >=0.03...found > > Test::Expect 0.30...MISSING > > > > Install module Test::Expect > > CPAN: File::HomeDir loaded ok > > Going to read /root/.cpan/Metadata > > Database was generated on Thu, 06 Jul 2006 09:29:08 GMT > > Test::Expect is up to date (0.30). > > MYSQL dependencies: > > DBD::mysql >=2.1018...found > > MAILGATE dependencies: > > HTML::TreeBuilder...found > > HTML::FormatText...found > > Getopt::Long...found > > LWP::UserAgent...found > > CORE dependencies: > > Calendar::Simple...found > > Digest::base...found > > Digest::MD5 >=2.27...found > > DBI >=1.37...found > > Test::Inline...found > > Class::ReturnValue >=0.40...found > > DBIx::SearchBuilder >=1.39...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 > > Calendar::Simple...found > > > > SOMETHING WAS MISSING! > > # Looks like your test died before it could output anything. > > > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html -- If we don't protect freedom of speech, how will we know who the assholes are? From todd at chaka.net Thu Jul 6 22:06:01 2006 From: todd at chaka.net (Todd Chapman) Date: Thu, 6 Jul 2006 22:06:01 -0400 Subject: [rt-users] HELP: RTFM 2.0.4 -> 2.2.0RC2 went bad Message-ID: <20060707020601.GM23022@chaka.net> I followed the upgrade instructions to the letter. Now the body of all my articles are empty. Ideas? Thanks. -Todd From todd at chaka.net Thu Jul 6 22:18:55 2006 From: todd at chaka.net (Todd Chapman) Date: Thu, 6 Jul 2006 22:18:55 -0400 Subject: [rt-users] HELP: RTFM 2.0.4 -> 2.2.0RC2 went bad In-Reply-To: <20060707020601.GM23022@chaka.net> References: <20060707020601.GM23022@chaka.net> Message-ID: <20060707021855.GC25776@chaka.net> On Thu, Jul 06, 2006 at 10:06:01PM -0400, Todd Chapman wrote: > I followed the upgrade instructions to the letter. Now the > body of all my articles are empty. > > Ideas? > > Thanks. Ah, the upgrade script didn't apply my article CFs to my classes. From dshannon at techfluent.com Thu Jul 6 23:03:34 2006 From: dshannon at techfluent.com (Duncan Shannon) Date: Thu, 6 Jul 2006 22:03:34 -0500 Subject: [rt-users] 3.6.0 (spreadsheet) export changed... Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB452B531E@TF-FS2.internal.techfluent.com> Hi all- I upgraded from 3.4.4 to 3.6.0 earlier this week, and so far so good. It is time to create a report that uses some bookmarked searches and I used to export to csv with the 'displayed fields only'. I'd take the results of 3 or so bookmarked links and then paste the values into a template that is formatted the way I want it. I do believe this may have been a hack I picked up from the wiki or somewhere. I went to create the report this week, and realized that the export directly to .xls new feature exports all fields (which I guess it prob. should). Can I add back in my 'export only displayed results' to csv (or xls)?! Does the same hack work in 3.6? Thanks duncan -- Duncan Shannon Techfluent, Inc. P: 612-638-1300 From dshannon at techfluent.com Thu Jul 6 23:05:45 2006 From: dshannon at techfluent.com (Duncan Shannon) Date: Thu, 6 Jul 2006 22:05:45 -0500 Subject: [rt-users] SOMETHING WAS MISSING! Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB452B531F@TF-FS2.internal.techfluent.com> > > What I've found is that if you have a newer version that it usually > doesn't matter. I had the same problem with XML::RSS. Make testdeps > wouldn't find v1.05 however, I have v1.10 installed. Everything still > worked as expected. > I had some similar problems. I don't remember exactly what I did.... futz around until it worked. Didn't seem too hard.... until I updated way too many packages on my netbsd system (en masse) and it choked big time! From rt3-jolemuel at eu.uu.net Fri Jul 7 03:40:04 2006 From: rt3-jolemuel at eu.uu.net (Jodok Ole Muellers) Date: Fri, 7 Jul 2006 09:40:04 +0200 Subject: [rt-users] problems upgrading RT2 to RT3 In-Reply-To: <20060706161156.668114.137428fa@lightsphere.com> References: <20060706161156.668114.137428fa@lightsphere.com> Message-ID: <20060707094004.0fcd84ce@lixus> Hi Jackie, I've had the same problems. Downgrading to DBIx-SearchBuilder-1.01 solved the problem for me. After the migration you can upgrade again to newest version. jodok On Thu, 6 Jul 2006 16:11:56 -0500 Jackie Hamilton wrote: > > I'm trying to upgrade a RT 2.0.14 db to RT 3.2.2. Am using the rt2-to-rt3-1.23 scripts. The rt-2.0-to-dumpfile appeared to run ok, although the metadata looks like it's incomplete... here's what it has fo -- Jodok Ole Muellers | Verizon Business Internet Software System Engineer | Sebrathweg 20 EMEA Server & Service Management | D-44149 Dortmund, Germany phone: +49 (0)231 972 1432 | vnet : 317 1432 mail : jolemuel at eu.uu.net | fax : +49 231 972 2587 pgp : gpg --keyserver blackhole.pca.dfn.de --recv-keys 5A2A106E From rt3-jolemuel at eu.uu.net Fri Jul 7 03:45:48 2006 From: rt3-jolemuel at eu.uu.net (Jodok Ole Muellers) Date: Fri, 7 Jul 2006 09:45:48 +0200 Subject: [rt-users] import-1.0-to-2.0.pl dates are getting lost during migration (e.g. date_created => Created) In-Reply-To: <20060704170856.7991aecf@lixus> References: <20060704170856.7991aecf@lixus> Message-ID: <20060707094548.61c52252@lixus> Looks like downgrading to DBIx-SearchBuilder-1.01 solves the problem. I can't tell exactly right now cause the migration or 52.0000 tickets is still running and takes days. I am wondering if it is possible to run import-1.0-to-2.0 do to incremental migrations (e.g. by commenting out everything except MigrateTickets and MigrateTransactions and use a "select * from each_req where id > $where_we_last_stopped" ? On Tue, 4 Jul 2006 17:08:56 +0200 Jodok Ole Muellers wrote: > Hello, > > PROBLEM: import-1.0-to-2.0.pl does not keep correct dates and requestors (e.g. date_created ) > WANTED: patch for import-1.0-to-2.0.pl or rt-2-0-0 From romansteve at gmail.com Fri Jul 7 06:28:00 2006 From: romansteve at gmail.com (Roman Steven) Date: Fri, 7 Jul 2006 06:28:00 -0400 Subject: [rt-users] RT At A Glance Message-ID: <552eaa670607070328o6ea668d1ie996dd65e1f1db04@mail.gmail.com> HI, I've added several new statuses, but they are not being picked up in the RT At A Glance. I know where to modify the code for RT 345 to include those statuses, but I'm not sure how to do this wiht RT 360. Thanks, Roman -------------- next part -------------- An HTML attachment was scrubbed... URL: From niels at bubbles-it.be Fri Jul 7 08:36:23 2006 From: niels at bubbles-it.be (Niels Huylebroeck) Date: Fri, 07 Jul 2006 14:36:23 +0200 Subject: [rt-users] Slow loading unless I alias /NoAuth/js and /NoAuth/css Message-ID: <44AE5547.3090300@bubbles-it.be> My pages on this 3.6.0 installation load really slow compared to older (3.4.x) installations. I noticed that if I Alias those NoAuth directories loading goes a lot faster as CSS and JS files are not being parsed by my FastCGI interpreter. Now I thought I was out of the woods, but turns out some of the CSS and JS uses the mason (?) parser. So what happens is some elements of the UI are broken. It's not that dramatic but I fear it has impact on certain functionality. (haven't found any case yet but haven't tested thoroughly) Is there any other way to optimize the speed at which pages load? I noticed most of the delay in loading a pages comes from loading multiple documents (which are linked in the html) and parsing each of those pages and encrypting them (SSL) takes a lot of time. -- Vriendelijke groeten, ^ Bubbles IT ^ Oude Heerweg 175 Niels Huylebroeck ^ 9160 Lokeren, Belgie Systeembeheerder, Programmeur ^ Tel: +32(0)9/355 13 31 niels at bubbles-it.be ^ Fax: +32(0)9/355 13 41 .. Key : http://www.bubbles-it.be/pgp/niels.asc .. .. Fingerprint : 3885 CC0B C7A4 78CC 47DE 47AF 896A 6C40 80FA AF0F .. .. Keyserver : http://pgp.mit.edu Key-ID : 0x80FAAF0F .. A diplomat is a person who can tell you to go to hell in such a way that you actually look forward to the trip. Caskie Stinnett, "Out of the Red" From tmaciak at ci.grand-rapids.mi.us Fri Jul 7 09:15:10 2006 From: tmaciak at ci.grand-rapids.mi.us (=?US-ASCII?Q?=22Maciak=2C_TJ=22?=) Date: Fri, 7 Jul 2006 09:15:10 -0400 Subject: [rt-users] Printer friendly view for tickets Message-ID: <"H0000c1a01a5b2c2.1152278110.frozone1.grand-rapids.mi.us*"@MHS> An embedded and charset-unspecified text was scrubbed... Name: not available URL: -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Fri Jul 7 09:24:30 2006 From: todd at chaka.net (Todd Chapman) Date: Fri, 7 Jul 2006 09:24:30 -0400 Subject: [rt-users] Printer friendly view for tickets In-Reply-To: <"H0000c1a01a5b2c2.1152278110.frozone1.grand-rapids.mi.us*"@MHS> References: <"H0000c1a01a5b2c2.1152278110.frozone1.grand-rapids.mi.us*"@MHS> Message-ID: <20060707132429.GD25776@chaka.net> On Fri, Jul 07, 2006 at 09:15:10AM -0400, "Maciak, TJ" wrote: > Has anyone out there implemented some kind of printer friendly view for > just the ticket information?? > > > > I read in a back article someone saying RT would have printing style > sheets in the next major release but > > It did not indicate when that would be? Any ballpark idea on when that > will be available?? > 3.6 is out now and has printer friendly css stylesheet. From tgraziano at myitdepartment.net Fri Jul 7 09:22:42 2006 From: tgraziano at myitdepartment.net (Tony Graziano) Date: Fri, 07 Jul 2006 09:22:42 -0400 Subject: [rt-users] Hardware upgrade v3.0.10 to 3.60 Message-ID: I'm guessing I have to do at least "two" steps to make the database upgrade from 3.0.10 to 3.6.0? Is this advisable? I didn't see any schema/acl upgrade notes in 3.6 for version 3.0.10. Does this mean I have to go to an earlier version of RT and "bump" the acvl/schema "twice? I would be going from mysql 3.23.58 to 4.1.20. Any thoughts or experiences would be appreciated. Thanks, Tony From tsmith at loc.gov Fri Jul 7 09:34:16 2006 From: tsmith at loc.gov (Timothy Smith) Date: Fri, 07 Jul 2006 09:34:16 -0400 Subject: [rt-users] Hardware upgrade v3.0.10 to 3.60 Message-ID: >>> "Tony Graziano" 07/07/06 9:22 AM >>> > I'm guessing I have to do at least "two" steps to make the database > upgrade from 3.0.10 to 3.6.0? As per the README: ----- You may also need to update RT's database. To find out, type: ls etc/upgrade For each item in that directory whose name is greater than your previously installed RT version, run: /opt/rt3/sbin/rt-setup-database --action schema \ --datadir etc/upgrade/ /opt/rt3/sbin/rt-setup-database --action acl \ --datadir etc/upgrade/ /opt/rt3/sbin/rt-setup-database --action insert \ --datadir etc/upgrade/ ----- Since all version numbers in etc/upgrade in the 3.6.0 distribution are greater than 3.0.10, run the above commands aganst each of the directories sequentially in order of increasing version number. You do not need to download any versions of RT older than the current release. Backing up first is a good idea. This does seem to confuse a lot of people; perhaps new documentation is in order? Tim Smith From tmaciak at ci.grand-rapids.mi.us Fri Jul 7 09:35:47 2006 From: tmaciak at ci.grand-rapids.mi.us (=?US-ASCII?Q?=22Maciak=2C_TJ=22?=) Date: Fri, 7 Jul 2006 09:35:47 -0400 Subject: [rt-users] Printer friendly view for tickets In-Reply-To: <20060707132429.GD25776@chaka.net> Message-ID: <"H0000c1a01a5bd52.1152279346.frozone1.grand-rapids.mi.us*"@MHS> Ahhh! I was thinking major release meant like 4.x Do you know how difficult it was to migrate from 3.4.x to 3.6.x ?? Did it cause any major problems? T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 -----Original Message----- From: Todd Chapman [mailto:todd at chaka.net] Sent: Friday, July 07, 2006 9:25 AM To: Maciak, TJ Cc: rt-users Subject: Re: [rt-users] Printer friendly view for tickets On Fri, Jul 07, 2006 at 09:15:10AM -0400, "Maciak, TJ" wrote: > Has anyone out there implemented some kind of printer friendly view for > just the ticket information?? > > > > I read in a back article someone saying RT would have printing style > sheets in the next major release but > > It did not indicate when that would be? Any ballpark idea on when that > will be available?? > 3.6 is out now and has printer friendly css stylesheet. From sturner at MIT.EDU Fri Jul 7 09:36:59 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 07 Jul 2006 09:36:59 -0400 Subject: [rt-users] 3.6.0 (spreadsheet) export changed... In-Reply-To: <2B7B7880538AA440B5FBCE7A56E8CB452B531E@TF-FS2.internal.tec hfluent.com> References: <2B7B7880538AA440B5FBCE7A56E8CB452B531E@TF-FS2.internal.techfluent.com> Message-ID: <6.2.3.4.2.20060707093404.03913760@po14.mit.edu> At Thursday 7/6/2006 11:03 PM, Duncan Shannon wrote: >It is time to create a report that uses some bookmarked searches and I >used to export to csv with the 'displayed fields only'. I'd take the >results of 3 or so bookmarked links and then paste the values into a >template that is formatted the way I want it. I do believe this may >have been a hack I picked up from the wiki or somewhere. >Can I add back in my 'export only displayed results' to csv (or xls)?! > >Does the same hack work in 3.6? Hi Duncan, That sounds like my contrib (http://wiki.bestpractical.com/index.cgi?SpreadsheetDisplayedFields). I've not tested it beyond 3.4.2, but the wiki states that it works OK up to 3.4.5 at least. The only way to find out if it works on 3.6 is to try it! If you do find that it works could you add a note to the bottom of the wiki page? Thanks, Steve >-- >Duncan Shannon >Techfluent, Inc. >P: 612-638-1300 > > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com > > >We're hiring! Come hack Perl for Best Practical: >http://bestpractical.com/about/jobs.html Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From barnesaw at ucrwcu.rwc.uc.edu Fri Jul 7 09:39:28 2006 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 07 Jul 2006 09:39:28 -0400 Subject: [rt-users] Printer friendly view for tickets In-Reply-To: <"H0000c1a01a5bd52.1152279346.frozone1.grand-rapids.mi.us*"@MHS> References: <"H0000c1a01a5bd52.1152279346.frozone1.grand-rapids.mi.us*"@MHS> Message-ID: <44AE6410.1000403@ucrwcu.rwc.uc.edu> You will have to check over your local customizations as some of the Elements changed, but that was the only problem we ran into. Also may have to update css changes. Maciak, TJ wrote: > Ahhh! I was thinking major release meant like 4.x > > Do you know how difficult it was to migrate from 3.4.x to 3.6.x ?? > > Did it cause any major problems? > > T.J. Maciak > > Internet/Intranet Developer > Department of IT > City of Grand Rapids > P: (616)456-3713 > F: (616)456-3448 > > > -----Original Message----- > From: Todd Chapman [mailto:todd at chaka.net] > Sent: Friday, July 07, 2006 9:25 AM > To: Maciak, TJ > Cc: rt-users > Subject: Re: [rt-users] Printer friendly view for tickets > > On Fri, Jul 07, 2006 at 09:15:10AM -0400, "Maciak, TJ" wrote: > >> Has anyone out there implemented some kind of printer friendly view for >> just the ticket information?? >> >> >> >> I read in a back article someone saying RT would have printing style >> sheets in the next major release but >> >> It did not indicate when that would be? Any ballpark idea on when that >> will be available?? >> >> > > 3.6 is out now and has printer friendly css stylesheet. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From dshannon at techfluent.com Fri Jul 7 10:04:42 2006 From: dshannon at techfluent.com (Duncan Shannon) Date: Fri, 7 Jul 2006 09:04:42 -0500 Subject: [rt-users] Printer friendly view for tickets Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB452B5328@TF-FS2.internal.techfluent.com> > Do you know how difficult it was to migrate from 3.4.x to 3.6.x ?? > Its not too bad. Just search the archives for other peoples experiences. I went from 3.4.4 to 3.6.0. read what people posted, it will give you everything you need... I thought one part (which ive forgotten already) wasn't obvious. Took me about 15 minutes. duncan From jesse at bestpractical.com Fri Jul 7 11:35:25 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 7 Jul 2006 11:35:25 -0400 Subject: [rt-users] Slow loading unless I alias /NoAuth/js and /NoAuth/css In-Reply-To: <44AE5547.3090300@bubbles-it.be> References: <44AE5547.3090300@bubbles-it.be> Message-ID: <20060707153525.GB22028@bestpractical.com> On Fri, Jul 07, 2006 at 02:36:23PM +0200, Niels Huylebroeck wrote: > My pages on this 3.6.0 installation load really slow compared to older > (3.4.x) installations. > > I noticed that if I Alias those NoAuth directories loading goes a lot > faster as CSS and JS > files are not being parsed by my FastCGI interpreter. Yes, this will be fixed for 3.6.1 (with proper caching headers). > Now I thought I was out of the woods, but turns out some of the CSS and > JS uses the mason (?) parser. > So what happens is some elements of the UI are broken. It's not that > dramatic but I fear it has impact on > certain functionality. (haven't found any case yet but haven't tested > thoroughly) > > Is there any other way to optimize the speed at which pages load? > I noticed most of the delay in loading a pages comes from loading > multiple documents (which are linked in the html) > and parsing each of those pages and encrypting them (SSL) takes a lot of > time. > > -- > Vriendelijke groeten, ^ Bubbles IT > ^ Oude Heerweg 175 > Niels Huylebroeck ^ 9160 Lokeren, Belgie > Systeembeheerder, Programmeur ^ Tel: +32(0)9/355 13 31 > niels at bubbles-it.be ^ Fax: +32(0)9/355 13 41 > > .. Key : http://www.bubbles-it.be/pgp/niels.asc .. > .. Fingerprint : 3885 CC0B C7A4 78CC 47DE 47AF 896A 6C40 80FA AF0F .. > .. Keyserver : http://pgp.mit.edu Key-ID : 0x80FAAF0F .. > > A diplomat is a person who can tell you to go to hell in such a way > that you actually look forward to the trip. > Caskie Stinnett, "Out of the Red" > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- From mcoakley at managedbusiness.com Fri Jul 7 15:30:03 2006 From: mcoakley at managedbusiness.com (Mike Coakley) Date: Fri, 07 Jul 2006 15:30:03 -0400 Subject: [rt-users] Custom Fields / Transaction Custom Fields in Scrips In-Reply-To: Message-ID: Hello all... In further attempts to get this working I've done the following: 1. I upgraded to RT 3.6.0. Upgrade went smooth but this still does not work. 2. In further research I found an article in the archives that stated that this was a known issue back in the 3.4 timeframe basically stating the the Transaction Custom Fields don't get populated until after the scrips are run. There was a patch file available through the archives but this patch file also did not fix my issue. So, I'm wondering if anyone has any further help or places I can look. Thanks, -- Mike Coakley Managed Business http://www.managedbusiness.com http://my.managedbusiness.com Voice - 973-252-0770 x2100 Fax - 973-252-1797 > From: Mike Coakley > Date: Wed, 05 Jul 2006 16:02:42 -0400 > To: > Conversation: Custom Fields / Transaction Custom Fields in Scrips > Subject: [rt-users] Custom Fields / Transaction Custom Fields in Scrips > > I'm trying to write a custom condition that will trigger every time a > transaction custom field is updated that will update other custom fields. > The idea is to keep track of time in a better way. > > So I have 2 custom fields: Billable Time and Non-Billable Time. These are > attached to a ticket. I can easily manually update these fields. I also have > two Transaction based custom fields: TRANS Billable Time and TRANS > Non-Billable Time. I want to have a condition that fires when the "TRANS*" > fields get updated. Then when the condition is fired the action will be to > update the Billable Time and Non-Billable Time field appropriately. > > I've been doing some debugging within the Scrip condition and it appears the > condition gets tested twice during a "comment" (haven't worked on reply > yet). BUT I don't see the transaction custom field values so my condition > fails. So I'm either not retrieving the transaction custom field values > improperly (I get no value) or I'm not seeing the right condition. > > Anyone have any ideas? > > Thanks, > > -- > Mike Coakley > Managed Business > http://www.managedbusiness.com > http://my.managedbusiness.com > Voice - 973-252-0770 x2100 > Fax - 973-252-1797 > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html From mcoakley at managedbusiness.com Fri Jul 7 15:51:45 2006 From: mcoakley at managedbusiness.com (Mike Coakley) Date: Fri, 07 Jul 2006 15:51:45 -0400 Subject: [rt-users] Custom Fields / Transaction Custom Fields in Scrips In-Reply-To: Message-ID: Travis, I can use standard CF fields in a transaction BUT I'm having a problem with Transactional Custom Fields. When I submit a new ticket or comment/reply on a ticket the Transactional Custom Fields don't appear to be accessible through a Scrip. Standard Global or Queue based Custom Fields are just fine. So if you are referring to Transactional Custom Field in your reply then I don't know what is wrong because my code that basically does what yours does (i.e. $self->TicketObj->FirstCustomFieldValue) doesn't work so I have no idea what could be the problem. Thanks, -- Mike Coakley Managed Business http://www.managedbusiness.com http://my.managedbusiness.com Voice - 973-252-0770 x2100 Fax - 973-252-1797 > From: "Brooks, Travis C." > Date: Fri, 7 Jul 2006 12:44:31 -0700 (PDT) > To: Mike Coakley > Cc: "rt-users at lists.bestpractical.com" > Subject: Re: [rt-users] Custom Fields / Transaction Custom Fields in Scrips > > The following works in RT3.6, both on creation, and on change of the CF. > > user def Condition: > return(undef) if ($self->TicketObj->TimeEstimated); > return(undef) > unless($self->TicketObj->FirstCustomFieldValue('spires-difficulty')); > > > user def Action prep: > my $diff=$self->TicketObj->FirstCustomFieldValue('spires-difficulty'); > my $te=60; > if ($diff eq 'Small'){ > $te=400; > } > if ($diff eq 'Medium'){ > $te=1600; > } > if ($diff eq 'Big'){ > $te=6400; > } > $self->TicketObj->setTimeEstimated($te); > > > Note that I'm accessing the CF value by name. This CF is single valued so > FirstCustomFieldValue works fine. > > Perhaps this is close to what you need? > > > > Travis C. Brooks > SPIRES Scientific Databases Manager > Stanford Linear Accelerator Center > http://www.slac.stanford.edu/spires > > On Fri, 7 Jul 2006, Mike Coakley wrote: > >> Hello all... >> >> In further attempts to get this working I've done the following: >> >> 1. I upgraded to RT 3.6.0. Upgrade went smooth but this still does not work. >> >> 2. In further research I found an article in the archives that stated that >> this was a known issue back in the 3.4 timeframe basically stating the the >> Transaction Custom Fields don't get populated until after the scrips are >> run. There was a patch file available through the archives but this patch >> file also did not fix my issue. >> >> So, I'm wondering if anyone has any further help or places I can look. >> >> Thanks, >> >> -- >> Mike Coakley >> Managed Business >> http://www.managedbusiness.com >> http://my.managedbusiness.com >> Voice - 973-252-0770 x2100 >> Fax - 973-252-1797 >> >> >> >> >>> From: Mike Coakley >>> Date: Wed, 05 Jul 2006 16:02:42 -0400 >>> To: >>> Conversation: Custom Fields / Transaction Custom Fields in Scrips >>> Subject: [rt-users] Custom Fields / Transaction Custom Fields in Scrips >>> >>> I'm trying to write a custom condition that will trigger every time a >>> transaction custom field is updated that will update other custom fields. >>> The idea is to keep track of time in a better way. >>> >>> So I have 2 custom fields: Billable Time and Non-Billable Time. These are >>> attached to a ticket. I can easily manually update these fields. I also have >>> two Transaction based custom fields: TRANS Billable Time and TRANS >>> Non-Billable Time. I want to have a condition that fires when the "TRANS*" >>> fields get updated. Then when the condition is fired the action will be to >>> update the Billable Time and Non-Billable Time field appropriately. >>> >>> I've been doing some debugging within the Scrip condition and it appears the >>> condition gets tested twice during a "comment" (haven't worked on reply >>> yet). BUT I don't see the transaction custom field values so my condition >>> fails. So I'm either not retrieving the transaction custom field values >>> improperly (I get no value) or I'm not seeing the right condition. >>> >>> Anyone have any ideas? >>> >>> Thanks, >>> >>> -- >>> Mike Coakley >>> Managed Business >>> http://www.managedbusiness.com >>> http://my.managedbusiness.com >>> Voice - 973-252-0770 x2100 >>> Fax - 973-252-1797 >>> >>> >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >>> >>> We're hiring! Come hack Perl for Best Practical: >>> http://bestpractical.com/about/jobs.html >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> We're hiring! Come hack Perl for Best Practical: >> http://bestpractical.com/about/jobs.html >> From travis at slac.stanford.edu Fri Jul 7 15:44:31 2006 From: travis at slac.stanford.edu (Brooks, Travis C.) Date: Fri, 7 Jul 2006 12:44:31 -0700 (PDT) Subject: [rt-users] Custom Fields / Transaction Custom Fields in Scrips In-Reply-To: References: Message-ID: The following works in RT3.6, both on creation, and on change of the CF. user def Condition: return(undef) if ($self->TicketObj->TimeEstimated); return(undef) unless($self->TicketObj->FirstCustomFieldValue('spires-difficulty')); user def Action prep: my $diff=$self->TicketObj->FirstCustomFieldValue('spires-difficulty'); my $te=60; if ($diff eq 'Small'){ $te=400; } if ($diff eq 'Medium'){ $te=1600; } if ($diff eq 'Big'){ $te=6400; } $self->TicketObj->setTimeEstimated($te); Note that I'm accessing the CF value by name. This CF is single valued so FirstCustomFieldValue works fine. Perhaps this is close to what you need? Travis C. Brooks SPIRES Scientific Databases Manager Stanford Linear Accelerator Center http://www.slac.stanford.edu/spires On Fri, 7 Jul 2006, Mike Coakley wrote: > Hello all... > > In further attempts to get this working I've done the following: > > 1. I upgraded to RT 3.6.0. Upgrade went smooth but this still does not work. > > 2. In further research I found an article in the archives that stated that > this was a known issue back in the 3.4 timeframe basically stating the the > Transaction Custom Fields don't get populated until after the scrips are > run. There was a patch file available through the archives but this patch > file also did not fix my issue. > > So, I'm wondering if anyone has any further help or places I can look. > > Thanks, > > -- > Mike Coakley > Managed Business > http://www.managedbusiness.com > http://my.managedbusiness.com > Voice - 973-252-0770 x2100 > Fax - 973-252-1797 > > > > > > From: Mike Coakley > > Date: Wed, 05 Jul 2006 16:02:42 -0400 > > To: > > Conversation: Custom Fields / Transaction Custom Fields in Scrips > > Subject: [rt-users] Custom Fields / Transaction Custom Fields in Scrips > > > > I'm trying to write a custom condition that will trigger every time a > > transaction custom field is updated that will update other custom fields. > > The idea is to keep track of time in a better way. > > > > So I have 2 custom fields: Billable Time and Non-Billable Time. These are > > attached to a ticket. I can easily manually update these fields. I also have > > two Transaction based custom fields: TRANS Billable Time and TRANS > > Non-Billable Time. I want to have a condition that fires when the "TRANS*" > > fields get updated. Then when the condition is fired the action will be to > > update the Billable Time and Non-Billable Time field appropriately. > > > > I've been doing some debugging within the Scrip condition and it appears the > > condition gets tested twice during a "comment" (haven't worked on reply > > yet). BUT I don't see the transaction custom field values so my condition > > fails. So I'm either not retrieving the transaction custom field values > > improperly (I get no value) or I'm not seeing the right condition. > > > > Anyone have any ideas? > > > > Thanks, > > > > -- > > Mike Coakley > > Managed Business > > http://www.managedbusiness.com > > http://my.managedbusiness.com > > Voice - 973-252-0770 x2100 > > Fax - 973-252-1797 > > > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > We're hiring! Come hack Perl for Best Practical: > > http://bestpractical.com/about/jobs.html > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > From mcoakley at managedbusiness.com Fri Jul 7 16:44:39 2006 From: mcoakley at managedbusiness.com (Mike Coakley) Date: Fri, 07 Jul 2006 16:44:39 -0400 Subject: [rt-users] Custom Fields / Transaction Custom Fields in Scrips In-Reply-To: Message-ID: Travis, Thanks for the input. For the list... I have tried the Transaction Object as well and this does not work either. Thanks, -- Mike Coakley Managed Business http://www.managedbusiness.com http://my.managedbusiness.com Voice - 973-252-0770 x2100 Fax - 973-252-1797 > From: "Brooks, Travis C." > Date: Fri, 7 Jul 2006 13:42:27 -0700 (PDT) > To: Mike Coakley > Subject: Re: [rt-users] Custom Fields / Transaction Custom Fields in Scrips > > No, that's a Ticket CF, sorry. I haven't done this with Trans CFs. It > seems to me that you should use the Transaction Obj for the Trans CFs (or > covert to a ticket CF..) > > Anyway sorry I can't be of more help. > > > Travis > > Travis C. Brooks > SPIRES Scientific Databases Manager > Stanford Linear Accelerator Center > http://www.slac.stanford.edu/spires > > On Fri, 7 Jul 2006, Mike Coakley wrote: > >> Travis, >> >> I can use standard CF fields in a transaction BUT I'm having a problem with >> Transactional Custom Fields. When I submit a new ticket or comment/reply on >> a ticket the Transactional Custom Fields don't appear to be accessible >> through a Scrip. Standard Global or Queue based Custom Fields are just fine. >> >> So if you are referring to Transactional Custom Field in your reply then I >> don't know what is wrong because my code that basically does what yours does >> (i.e. $self->TicketObj->FirstCustomFieldValue) doesn't work so I have no >> idea what could be the problem. >> >> Thanks, >> >> -- >> Mike Coakley >> Managed Business >> http://www.managedbusiness.com >> http://my.managedbusiness.com >> Voice - 973-252-0770 x2100 >> Fax - 973-252-1797 >> >> >> >> >>> From: "Brooks, Travis C." >>> Date: Fri, 7 Jul 2006 12:44:31 -0700 (PDT) >>> To: Mike Coakley >>> Cc: "rt-users at lists.bestpractical.com" >>> Subject: Re: [rt-users] Custom Fields / Transaction Custom Fields in Scrips >>> >>> The following works in RT3.6, both on creation, and on change of the CF. >>> >>> user def Condition: >>> return(undef) if ($self->TicketObj->TimeEstimated); >>> return(undef) >>> unless($self->TicketObj->FirstCustomFieldValue('spires-difficulty')); >>> >>> >>> user def Action prep: >>> my $diff=$self->TicketObj->FirstCustomFieldValue('spires-difficulty'); >>> my $te=60; >>> if ($diff eq 'Small'){ >>> $te=400; >>> } >>> if ($diff eq 'Medium'){ >>> $te=1600; >>> } >>> if ($diff eq 'Big'){ >>> $te=6400; >>> } >>> $self->TicketObj->setTimeEstimated($te); >>> >>> >>> Note that I'm accessing the CF value by name. This CF is single valued so >>> FirstCustomFieldValue works fine. >>> >>> Perhaps this is close to what you need? >>> >>> >>> >>> Travis C. Brooks >>> SPIRES Scientific Databases Manager >>> Stanford Linear Accelerator Center >>> http://www.slac.stanford.edu/spires >>> >>> On Fri, 7 Jul 2006, Mike Coakley wrote: >>> >>>> Hello all... >>>> >>>> In further attempts to get this working I've done the following: >>>> >>>> 1. I upgraded to RT 3.6.0. Upgrade went smooth but this still does not >>>> work. >>>> >>>> 2. In further research I found an article in the archives that stated that >>>> this was a known issue back in the 3.4 timeframe basically stating the the >>>> Transaction Custom Fields don't get populated until after the scrips are >>>> run. There was a patch file available through the archives but this patch >>>> file also did not fix my issue. >>>> >>>> So, I'm wondering if anyone has any further help or places I can look. >>>> >>>> Thanks, >>>> >>>> -- >>>> Mike Coakley >>>> Managed Business >>>> http://www.managedbusiness.com >>>> http://my.managedbusiness.com >>>> Voice - 973-252-0770 x2100 >>>> Fax - 973-252-1797 >>>> >>>> >>>> >>>> >>>>> From: Mike Coakley >>>>> Date: Wed, 05 Jul 2006 16:02:42 -0400 >>>>> To: >>>>> Conversation: Custom Fields / Transaction Custom Fields in Scrips >>>>> Subject: [rt-users] Custom Fields / Transaction Custom Fields in Scrips >>>>> >>>>> I'm trying to write a custom condition that will trigger every time a >>>>> transaction custom field is updated that will update other custom fields. >>>>> The idea is to keep track of time in a better way. >>>>> >>>>> So I have 2 custom fields: Billable Time and Non-Billable Time. These are >>>>> attached to a ticket. I can easily manually update these fields. I also >>>>> have >>>>> two Transaction based custom fields: TRANS Billable Time and TRANS >>>>> Non-Billable Time. I want to have a condition that fires when the "TRANS*" >>>>> fields get updated. Then when the condition is fired the action will be to >>>>> update the Billable Time and Non-Billable Time field appropriately. >>>>> >>>>> I've been doing some debugging within the Scrip condition and it appears >>>>> the >>>>> condition gets tested twice during a "comment" (haven't worked on reply >>>>> yet). BUT I don't see the transaction custom field values so my condition >>>>> fails. So I'm either not retrieving the transaction custom field values >>>>> improperly (I get no value) or I'm not seeing the right condition. >>>>> >>>>> Anyone have any ideas? >>>>> >>>>> Thanks, >>>>> >>>>> -- >>>>> Mike Coakley >>>>> Managed Business >>>>> http://www.managedbusiness.com >>>>> http://my.managedbusiness.com >>>>> Voice - 973-252-0770 x2100 >>>>> Fax - 973-252-1797 >>>>> >>>>> >>>>> >>>>> _______________________________________________ >>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>> >>>>> Community help: http://wiki.bestpractical.com >>>>> Commercial support: sales at bestpractical.com >>>>> >>>>> >>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>>> Buy a copy at http://rtbook.bestpractical.com >>>>> >>>>> >>>>> We're hiring! Come hack Perl for Best Practical: >>>>> http://bestpractical.com/about/jobs.html >>>> >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>> Buy a copy at http://rtbook.bestpractical.com >>>> >>>> >>>> We're hiring! Come hack Perl for Best Practical: >>>> http://bestpractical.com/about/jobs.html >>>> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> We're hiring! Come hack Perl for Best Practical: >> http://bestpractical.com/about/jobs.html >> From tgraziano at myitdepartment.net Fri Jul 7 20:44:38 2006 From: tgraziano at myitdepartment.net (Tony Graziano) Date: Fri, 07 Jul 2006 20:44:38 -0400 Subject: [rt-users] Hardware upgrade v3.0.10 to 3.60 Message-ID: As per the readme I run the scripts after make upgrade'. I have two copies of the database before performing the procedure (live on the original 3.0.10 server and a copy on this server in another directory). I confirmed and flushed privileges and reset the root password for mysql. I dont get the error message when logging into mysql directly. /opt/rt3/sbin/rt-setup-database --action schema --datadir etc/upgrade/3.1 DBI connect('dbname=rt3;host=localhost','',...) failed: Access denied for user 'root'@'localhost' (using password: NO) at /opt/rt3/sbin/rt-setup-database line 169 Use of uninitialized value in concatenation (.) or string at /opt/rt3/sbin/rt-setup-database line 169. Failed to connect to dbi:mysql:;host=localhost as : Access denied for user 'root'@'localhost' (using password: NO) at /opt/rt3/sbin/rt-setup-database line 169. It appears I have to upgrade the schema/acl, etc. six times to get to this version with these commands. /opt/rt3/sbin/rt-setup-database --action schema \ --datadir etc/upgrade/ /opt/rt3/sbin/rt-setup-database --action acl \ --datadir etc/upgrade/ /opt/rt3/sbin/rt-setup-database --action insert \ --datadir etc/upgrade/ I can't find a reason for this in the Wiki. I've tried changing the RT_SiteConfig.pm in both the /tmp and /oprt/rt3/etc directory with a working user/password, and still does not work. I don't have any missing dependencies and am running with mod_perl2 and fastcgi (fastcgi is configured and works on apache 2.0). What am I doing incorrect? >>> "Timothy Smith" 07/07/06 09:34 AM >>> >>> "Tony Graziano" 07/07/06 9:22 AM >>> > I'm guessing I have to do at least "two" steps to make the database > upgrade from 3.0.10 to 3.6.0? As per the README: ----- You may also need to update RT's database. To find out, type: ls etc/upgrade For each item in that directory whose name is greater than your previously installed RT version, run: /opt/rt3/sbin/rt-setup-database --action schema \ --datadir etc/upgrade/ /opt/rt3/sbin/rt-setup-database --action acl \ --datadir etc/upgrade/ /opt/rt3/sbin/rt-setup-database --action insert \ --datadir etc/upgrade/ ----- Since all version numbers in etc/upgrade in the 3.6.0 distribution are greater than 3.0.10, run the above commands aganst each of the directories sequentially in order of increasing version number. You do not need to download any versions of RT older than the current release. Backing up first is a good idea. This does seem to confuse a lot of people; perhaps new documentation is in order? Tim Smith From travis at slac.stanford.edu Fri Jul 7 21:21:48 2006 From: travis at slac.stanford.edu (Brooks, Travis C.) Date: Fri, 7 Jul 2006 18:21:48 -0700 (PDT) Subject: [rt-users] Hardware upgrade v3.0.10 to 3.60 In-Reply-To: References: Message-ID: I got the exact same error today when installing RTFM, which has a similar database setup procuedure. I think perhaps I should have run ./configure with some other options, but I fixed the problem as follows: * Needed to make the following change in their inc/Module/Install/RTx/Factory.pm: my @args = ( "-Ilib", "-I$lib_path", "$RT::SbinPath/rt-setup-database", "--action" => $action, "--datadir" => "etc", "--datafile" => "etc/initialdata", "--dba" => $RT::DatabaseUser, "--dba-password" => $RT::DatabasePassword, #<- Tcb added this line-otherwise password rejected ); After that it read the pw as well as the account from the RT_SiteConfig file and everything worked. Travis Travis C. Brooks SPIRES Scientific Databases Manager Stanford Linear Accelerator Center http://www.slac.stanford.edu/spires On Fri, 7 Jul 2006, Tony Graziano wrote: > As per the readme I run the scripts after make upgrade'. I have two > copies of the database before performing the procedure (live on the > original 3.0.10 server and a copy on this server in another directory). > > I confirmed and flushed privileges and reset the root password for > mysql. I dont get the error message when logging into mysql directly. > > /opt/rt3/sbin/rt-setup-database --action schema --datadir > etc/upgrade/3.1 > DBI connect('dbname=rt3;host=localhost','',...) failed: Access denied > for user 'root'@'localhost' (using password: NO) at > /opt/rt3/sbin/rt-setup-database line 169 > Use of uninitialized value in concatenation (.) or string at > /opt/rt3/sbin/rt-setup-database line 169. > Failed to connect to dbi:mysql:;host=localhost as : Access denied for > user 'root'@'localhost' (using password: NO) at > /opt/rt3/sbin/rt-setup-database line 169. > > It appears I have to upgrade the schema/acl, etc. six times to get to > this version with these commands. > > /opt/rt3/sbin/rt-setup-database --action schema \ > --datadir etc/upgrade/ > /opt/rt3/sbin/rt-setup-database --action acl \ > --datadir etc/upgrade/ > /opt/rt3/sbin/rt-setup-database --action insert \ > --datadir etc/upgrade/ > > I can't find a reason for this in the Wiki. I've tried changing the > RT_SiteConfig.pm in both the /tmp and /oprt/rt3/etc directory with a > working user/password, and still does not work. I don't have any missing > dependencies and am running with mod_perl2 and fastcgi (fastcgi is > configured and works on apache 2.0). > > What am I doing incorrect? > > >>> "Timothy Smith" 07/07/06 09:34 AM >>> > >>> "Tony Graziano" 07/07/06 9:22 AM >>> > > I'm guessing I have to do at least "two" steps to make the database > > upgrade from 3.0.10 to 3.6.0? > > As per the README: > ----- > You may also need to update RT's database. To find out, type: > ls etc/upgrade > For each item in that directory whose name is greater than > your previously installed RT version, run: > /opt/rt3/sbin/rt-setup-database --action schema \ > --datadir etc/upgrade/ > /opt/rt3/sbin/rt-setup-database --action acl \ > --datadir etc/upgrade/ > /opt/rt3/sbin/rt-setup-database --action insert \ > --datadir etc/upgrade/ > ----- > Since all version numbers in etc/upgrade in the 3.6.0 distribution are > greater than 3.0.10, run the above commands aganst each of the > directories sequentially in order of increasing version number. You do > not need to download any versions of RT older than the current release. > Backing up first is a good idea. > > This does seem to confuse a lot of people; perhaps new documentation is > in order? > > Tim Smith > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > From travis at slac.stanford.edu Fri Jul 7 21:41:14 2006 From: travis at slac.stanford.edu (Brooks, Travis C.) Date: Fri, 7 Jul 2006 18:41:14 -0700 (PDT) Subject: [rt-users] RTFM html location and initDB problem In-Reply-To: References: Message-ID: I've just installed RTFM (2.2rc2 with RT3.6) and the make install dumped the new html/ directory in my /opt/rt3 directory. In order to work, I need to put the html in either /opt/rt3/share/ or /opt/rt3/local/, both will work, of course, but which should I do? If I put it in share, presumably upgrading RT will neccessitate re-installing RTFM, but local will mean that upgrades to RTFM stand a chance of overwriting local customizations. Neither of these seems optimal. I note that it dumped the perl into /opt/rt3/lib, not /opt/rt3/local/lib, but since the makefile didn't seem to understand where to put the html, I'm not sure it knew where to put the perl. Does anyone have any experience with this, or advice. Possibly another way of asking the same question is when doing perl Makefile.PL, should PREFIX be /opt/rt3 or /opt/rt3/local? Finally, while doing the same procedure, I noticed that /inc/Module/Install/RTx/Factory.pm -> RTxInitDB seemed to need an extra argument in @args to work correctly with a password when updating the database. I posted the modification in response to another question on this list, but it is: * Needed to make the following change in their inc/Module/Install/RTx/Factory.pm: my @args = ( "-Ilib", "-I$lib_path", "$RT::SbinPath/rt-setup-database", "--action" => $action, "--datadir" => "etc", "--datafile" => "etc/initialdata", "--dba" => $RT::DatabaseUser, "--dba-password" => $RT::DatabasePassword, #<- Tcb added this line-otherwise password rejected ); Without this modification rt-setup-database failed, it did not prompt for the password, it just complained that there was none. Thanks Travis Travis C. Brooks SPIRES Scientific Databases Manager Stanford Linear Accelerator Center http://www.slac.stanford.edu/spires From dsmithson at activsupport.com Sat Jul 8 04:18:08 2006 From: dsmithson at activsupport.com (David Smithson) Date: Sat, 8 Jul 2006 01:18:08 -0700 Subject: [rt-users] RTFM multiple search terms Message-ID: Hi. I've recently installed RTFM 2.2rc2 in RT 3.6. On ticket replies, it is possible to search RTFM for entries based on a string. I have been unable to search on multiple terms. I've checked all the documentation and as of yet I don't understand the syntax for searching multiple strings contained in the RTFM entry. In other words, a search for 'foo' returns entries containing 'foo', but a search for 'foo bar', only returns entries containing exactly 'foo bar', but not 'foo OR bar' or 'foo AND bar'. Am I missing something or is RTFM lacking this functionality that I am expecting? Thanks. David Smithson ________________________________ From dsmithson at activsupport.com Sat Jul 8 04:24:20 2006 From: dsmithson at activsupport.com (David Smithson) Date: Sat, 8 Jul 2006 01:24:20 -0700 Subject: [rt-users] Templates for queue structure Message-ID: Hi all. It seems that it would be a nice feature to be able to define template queues. So that semantics are not confused here, what I'm seeking is a way to 'copy' a queue structure and edit it. I intend to have multiple queues with the same group rights, user rights, custom fields, etc. It would be nice to be able to choose a template queue during the queue creation process. Does anybody else wish to have this functionality? Has anybody devised command-line scripts that handle this type of thing? Thanks. David Smithson ________________________________________ ActivSupport, Inc. Your Flexible IT Partner Microsoft Gold Partner -- Small Business Specialist http://www.activsupport.com Director of Technical Services Direct: (415) 869 2991 ________________________________________ Technical Support Hotline: (415) 979 9285 CLICK HERE FOR ONLINE SUPPORT From tgraziano at myitdepartment.net Sat Jul 8 12:07:17 2006 From: tgraziano at myitdepartment.net (Tony Graziano) Date: Sat, 08 Jul 2006 12:07:17 -0400 Subject: [rt-users] Hardware upgrade v3.0.10 to 3.60 Message-ID: I have now updated the schema/acl/db from 3.0.10 to 3.6. The prior mysql db was running MyISAM. Updating the schema using the provided upgrade scripts did not work properly as a result. I did a mysqldump /usr/bin/mysqldump --user=rt_user ?-password=rt_pass --add-drop-table --opt --skip-lock-tables --single-transaction --default-character-set=binary --databases rt3 > /home/rt3/rt.sql dropped the database and changed all the server types from MyISam to InnoDB with a text editor and saved it. If your database is very large, the dump file may be too large to fit in your text editor. If so, you can use a batch editor like sed to make the changes. I added SET AUTOCOMMIT = 0; to the beginning of the dump file, and add the COMMIT; command to the end. "By default, autocommit is on, meaning that each and every insert command in the dump file will be treated as a separate transaction and written to disk before the next one is started. If you don't add these commands, reloading a large database into InnoDB can take many hours." I edited the /etc/my.cnf file to read default-storage-engine=innodb innodb_data_home_dir = /ibdata1 restarted mysqld then I made sure the database was gone and I imported the sql file mysql --user=rt_ser --password=rt_pass < /home/rt3/rt.sql This took longer then a normal import because of the way innodb writes the db files. by looking at ls -l /var/lib/mysl during the import I was able to determine the data was importing, I had about a 600MB attachment table, and could see it progress. Once the DB was imported, I restarted msqld for good measure. The first time it may take a while to initialize the innodb. Now I can login to RT. I'm having an issue still with any email coming in to the system not being received by RT. Sendmail is giving a "user unknown" for every message in its log files. I've tried everything I can find in the wiki. Any suggestions? From gilmarsantosjr at safernet.org.br Sat Jul 8 13:53:44 2006 From: gilmarsantosjr at safernet.org.br (Gilmar Santos Jr) Date: Sat, 08 Jul 2006 14:53:44 -0300 Subject: [rt-users] Templates for queue structure In-Reply-To: References: Message-ID: <44AFF128.1080907@safernet.org.br> Hi, David and everybody. I have groups of queues with same user rights, groups rights, scrips and templates. I had to replicate the configuration for each one and if I need a change then it must be made to every single queue... What I've be wondering about to solve this problem are groups of queues. When a property applies to all queues it's enough to apply the property globally (as if "global" was a group with all queues). If there was a way I could setup queue groups then I could configure groups rights, users rights, scrips and templates for the group and subscribe the queues into groups... It would be also possible to add properties individually, but the maintenece of groups would be much easier. What do you think about it? Thanks, -- Gilmar Santos Jr David Smithson escreveu: > Hi all. It seems that it would be a nice feature to be able to define > template queues. So that semantics are not confused here, what I'm > seeking is a way to 'copy' a queue structure and edit it. I intend to > have multiple queues with the same group rights, user rights, custom > fields, etc. It would be nice to be able to choose a template queue > during the queue creation process. > > Does anybody else wish to have this functionality? > > Has anybody devised command-line scripts that handle this type of thing? > > Thanks. > > David Smithson > ________________________________________ > ActivSupport, Inc. > Your Flexible IT Partner > Microsoft Gold Partner -- Small Business Specialist > http://www.activsupport.com > Director of Technical Services > Direct: (415) 869 2991 > ________________________________________ > Technical Support Hotline: (415) 979 9285 > CLICK HERE FOR ONLINE SUPPORT > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > From kira at lightsphere.com Sat Jul 8 21:40:16 2006 From: kira at lightsphere.com (Jackie Hamilton) Date: Sat, 8 Jul 2006 20:40:16 -0500 Subject: [rt-users] problems upgrading RT2 to RT3 In-Reply-To: <20060707094004.0fcd84ce@lixus> References: <20060706161156.668114.137428fa@lightsphere.com> <20060707094004.0fcd84ce@lixus> Message-ID: <20060708204016.252440.03dd3909@lightsphere.com> On Fri, 7 Jul 2006 09:40:04 +0200, Jodok Ole Muellers wrote: > I've had the same problems. > Downgrading to DBIx-SearchBuilder-1.01 solved the problem for me. > After the migration you can upgrade again to newest version. Thanks for the tip. Out of curiousity, how long did the rt2-to-dumpfile take for you? I've installed the 1.01 version of DBIx::SearchBuilder, and ran the script. or rather, started it... at around midnight last night. 11 hours later it wrote a 97 meg, 1.87-million line metadata file (which looks incomplete, actually). However it's not begun writing out tickets yet (and it's now 8pm). Just wondering how many days this might take... :) -- Jackie Hamilton kira at lightsphere.com From tgraziano at myitdepartment.net Sun Jul 9 06:39:25 2006 From: tgraziano at myitdepartment.net (Tony Graziano) Date: Sun, 09 Jul 2006 06:39:25 -0400 Subject: [rt-users] Hardware upgrade v3.0.10 to 3.60 Message-ID: The issue was resolved. When doing the 'make upgrade' as per the readme, their was an assumption this was an in place upgrade. After running the schema updates, it might not have happened if a 'make install' had been run again, I'm not sure. /usr/sbin/smrsh root:root gid was changed to root:rt3 Then things were working fine. Thanks for the feedback. I'm having an issue still with any email coming in to the system not being received by RT. Sendmail is giving a "user unknown" for every message in its log files. I've tried everything I can find in the wiki. Any suggestions? From taan at cryologic.com Sun Jul 9 22:18:21 2006 From: taan at cryologic.com (taan) Date: Mon, 10 Jul 2006 12:18:21 +1000 Subject: [rt-users] OwnTicket ACL Message-ID: <44B1B8ED.8080304@cryologic.com> A stupid question: Why can the role of "Owner" be denied the right "Own Ticket"? From todd at chaka.net Mon Jul 10 08:36:13 2006 From: todd at chaka.net (Todd Chapman) Date: Mon, 10 Jul 2006 08:36:13 -0400 Subject: [rt-users] OwnTicket ACL In-Reply-To: <44B1B8ED.8080304@cryologic.com> References: <44B1B8ED.8080304@cryologic.com> Message-ID: <20060710123613.GE25776@chaka.net> On Mon, Jul 10, 2006 at 12:18:21PM +1000, taan wrote: > A stupid question: > > Why can the role of "Owner" be denied the right "Own Ticket"? There are some edge cases in rights handling that don't make sense, but no one has taken the time to make the UI keep them from being selected. -Todd From Jan-Peter.Koopmann at seceidos.de Mon Jul 10 08:34:23 2006 From: Jan-Peter.Koopmann at seceidos.de (Koopmann, Jan-Peter) Date: Mon, 10 Jul 2006 14:34:23 +0200 Subject: [rt-users] RT::Attribute::Name Unimplemented In-Reply-To: <20060706153238.GV22028@bestpractical.com> Message-ID: On Thursday, July 06, 2006 5:33 PM Jesse Vincent wrote: > Nobody's been able to reliably reproduce it and it's not something > we're seeing here. It happens at one of our sites quite regularly (few times a day) but I have not yet found a way of clearly reproducing it. > I do know that with current SearchBuilder and RT, > folks who were complaining about it were complaining a lot less. RT 3.4.4 and SearchBuilder 1.43 and this causes problems... Do you think 3.4.5 would be wise? Regards, JP From barnesaw at ucrwcu.rwc.uc.edu Mon Jul 10 08:39:11 2006 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Mon, 10 Jul 2006 08:39:11 -0400 Subject: [rt-users] OwnTicket ACL In-Reply-To: <44B1B8ED.8080304@cryologic.com> References: <44B1B8ED.8080304@cryologic.com> Message-ID: <44B24A6F.2070405@ucrwcu.rwc.uc.edu> You mean the role Owner can have the right of OwnTicket not assigned, rather than denied, don't you? I assumed this was by design because a user must have that right before they can become an Owner. In every install I have done, the OwnTicket right is assigned to a group on a per-queue basis. DB taan wrote: > A stupid question: > > Why can the role of "Owner" be denied the right "Own Ticket"? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From sven.sternberger at desy.de Mon Jul 10 10:21:51 2006 From: sven.sternberger at desy.de (Sven Sternberger) Date: Mon, 10 Jul 2006 16:21:51 +0200 Subject: [rt-users] Bug in search for merged ticket! In-Reply-To: <1152201717.22270.19.camel@pcx4546.desy.de> References: <1152201717.22270.19.camel@pcx4546.desy.de> Message-ID: <1152541311.7200.35.camel@pcx4546.desy.de> Hello! I want to refine my bug report. The problem occurs in the search bar in the upper right. If I modify the ticket id in the url or send an email to the source id it works. But if I search for the source id in web frontend, I get no result. On Thu, 2006-07-06 at 18:01 +0200, Sven Sternberger wrote: > I get no result when I search for source ticket ids which are merged. > I can search for the destination ticket id, and I see the > merge transaction with the source id. But when I look for this > id I get no result. I finaly tried in the search box > fulltext:source_id and this works but is very slow! regards sven From sven.sternberger at desy.de Mon Jul 10 11:07:59 2006 From: sven.sternberger at desy.de (Sven Sternberger) Date: Mon, 10 Jul 2006 17:07:59 +0200 Subject: [rt-users] Search Query Builder Problem! Message-ID: <1152544079.7200.46.camel@pcx4546.desy.de> Hello! I try to enter the following query: Owner = 'user1' AND ( ( Status = 'open' AND ( Queue = 'queue1' OR Queue = 'queue2' ) ) OR ( Queue = 'queue3' AND ( Status = 'new' OR Status = 'open' ) ) ) after save or "show results" the query alter automagically in the following form Owner = 'user1' AND ( ( Status = 'open' AND ( Queue = 'queue1' OR Queue = 'queue2' ) ) AND ( Queue = 'queue3' OR ( Status = 'new' OR Status = 'open' ) ) ) This is of course wrong and don't work. regards! sven From nazark at auska.com Mon Jul 10 13:23:45 2006 From: nazark at auska.com (Nazar Kulynych) Date: Mon, 10 Jul 2006 13:23:45 -0400 Subject: [rt-users] Deleting tickets Message-ID: <44B28D21.8040408@auska.com> Is there a way to delete tickets from RT? 3.6.0 Thanks From todd at chaka.net Mon Jul 10 15:18:50 2006 From: todd at chaka.net (Todd Chapman) Date: Mon, 10 Jul 2006 15:18:50 -0400 Subject: [rt-users] Implmenting an RT "draft" status Message-ID: <20060710191850.GH25776@chaka.net> Has anyone implementd an rt "draft" status for writing tickets and saving them without submitting them? I was thinking it might be as easy as adding a "draft" status and then changing the OnCreate condition so that it us trigger when a new ticket is created with status ne "draft" or status changed from draft to another status. Ideas? From netman at wayland.norfolk.sch.uk Mon Jul 10 15:33:43 2006 From: netman at wayland.norfolk.sch.uk (Ben Norcutt) Date: Mon, 10 Jul 2006 20:33:43 +0100 (BST) Subject: [rt-users] Deleting tickets Message-ID: <24119048.1152560023108.JavaMail.root@presentation-02> >Is there a way to delete tickets from RT? 3.6.0 > >Thanks Set the status of the ticket to be "deleted"? Ben Norcutt Network Manager Wayland Community High School Releasing the Spirit of Success .. From todd at chaka.net Mon Jul 10 15:57:18 2006 From: todd at chaka.net (Todd Chapman) Date: Mon, 10 Jul 2006 15:57:18 -0400 Subject: [rt-users] Deleting tickets In-Reply-To: <24119048.1152560023108.JavaMail.root@presentation-02> References: <24119048.1152560023108.JavaMail.root@presentation-02> Message-ID: <20060710195718.GI25776@chaka.net> On Mon, Jul 10, 2006 at 08:33:43PM +0100, Ben Norcutt wrote: > >Is there a way to delete tickets from RT? 3.6.0 > > > >Thanks > > Set the status of the ticket to be "deleted"? > DeleteTicket is an RT right that needs to be granted to the users that need to delete tickets. If you want the ticket to be really gone from the database you need to use RTx::Shredder. -Todd From rbowen at asbury.edu Mon Jul 10 16:59:00 2006 From: rbowen at asbury.edu (Rich Bowen) Date: Mon, 10 Jul 2006 16:59:00 -0400 Subject: [rt-users] See ticket, but none of the replies/comments In-Reply-To: <44AD3CA6.8030701@lbl.gov> References: <44AD3CA6.8030701@lbl.gov> Message-ID: <5E7FF8D3-EC0B-4766-B844-45468409DA7E@asbury.edu> On Jul 6, 2006, at 12:39, Kenneth Crocker wrote: > Rich, > > Check your global system group privileges and roles for that Queue. Yes, I did check the global system group privileges and roles for that Queue. The question is, what permission/privilege should I be checking for, since the ones that I thought ("show ticket" and "show ticket comments") don't appear to have the desired effect, and the folks can see the ticket *and* the comments, when I just want them to be able to see the ticket. > > Rich Bowen wrote: >> I want to be able to give "help desk" folks the ability to keep >> seeing the tickets (ID, subject) after they have transferred it >> into another queue - without seeing the comments/replies that have >> been made on that ticket. I thought that this was "show ticket" >> without "show ticket comments", but folks can still see the >> comments, which I didn't expect. >> Any assistance? >> --Rich From mcoakley at managedbusiness.com Mon Jul 10 17:34:00 2006 From: mcoakley at managedbusiness.com (Mike Coakley) Date: Mon, 10 Jul 2006 17:34:00 -0400 Subject: [rt-users] RTx::Statistics Message-ID: Is this working with RT 3.6.0. I just did a clean install and it isn't working for me. Just hangs on some of the graph pages where I have to restart my Apache. On other pages I don't get any graph just the "Result Graph" alt text. Thanks, -- Mike Coakley Managed Business http://www.managedbusiness.com http://my.managedbusiness.com Voice - 973-252-0770 x2100 Fax - 973-252-1797 From DTaylor at cidc.com Mon Jul 10 17:44:59 2006 From: DTaylor at cidc.com (Drew Taylor) Date: Mon, 10 Jul 2006 17:44:59 -0400 Subject: [rt-users] Searching by CurrentUser with QueryBuilder Message-ID: <61635F141D37624DB4F228F9767295AD0310205F@dice2.gvcorp.grandvirtual.com> Hi all, I have a fresh 3.6.0 installation we're customizing. We'd like to create a saved search that searches for "Owner = '$RT::CurrentUser'" (as opposed to a static username like "Owner = 'drew'"), but this particular syntax doesn't work. Is this possible? If not, where would I start to add this feature - we'd REALLY like to have it. :-) Drew From i.norton at lancaster.ac.uk Mon Jul 10 07:41:09 2006 From: i.norton at lancaster.ac.uk (Norton, Ian) Date: Mon, 10 Jul 2006 12:41:09 +0100 Subject: [rt-users] Resolve Tickwt with one Click Message-ID: Hi Rod, > Checking the Wiki I didn't see any mention of a method to > Resolve a Ticket ( within RT ) with one click - no comment no > submit changes button. Just Resolve the ticket. > > And even better would be that only the Owner could do this. > Anyone else would be, given their permissions, sent to the > normal Comment/Resolve page or error page. > > I could do this via a separate web page but it would be a > good-thing to do it from within RT. > > Looks to be a customization of the Ticket Display page and a > custom action. > > Anyone done this? Assuming you havn't already resolved this issue.... I did something similar for moving spam to a SPAM queue and setting it to status deleted. Create a local/html/Callbacks/Ticket/Elements/Tabs/Default: <%INIT> if($Ticket) { $actions->{'just-resolve'} = { title => loc('Just Resolve'), path => 'myhacks/JustResolve.html?id='.$Ticket->id }; } <%ARGS> $Ticket => undef; $tabs => undef; $actions => undef; This adds the 'Just Resolve' option to the list. Then create local/html/myhacks/JustResolve.html: <%INIT> my $TicketObj = LoadTicket($id); $TicketObj->SetStatus("resolved"); $m->comp('/Ticket/Display.html', id => $id); return; <%ARGS> $id => undef This performs the work when you hit 'Just Resolve'. You'll now need to patch the ticket modification page to make sure that it goes back to the $RT::WebPath when you go back to display: --- share/html/Ticket/Modify.html 2005-04-18 02:44:23.000000000 +0100 +++ local/html/Ticket/Modify.html 2006-02-23 09:28:41.000000000 +0000 @@ -49,7 +49,7 @@ Title => loc('Modify ticket #[_1]', $TicketObj->Id) &> <& /Elements/ListActions, actions => \@results &> -
+ <& /Elements/TitleBoxStart, title => loc('Modify ticket #[_1]',$TicketObj->Id), color=> "#993333", width => "100%" &> I can't remember the exact reason this was needed now. I think it was something to do with the comp('Ticket/Display.html'...) trying to go to myhacks/Ticket/Display.html. Try without and you'll see the error. Restart your web server and you should now see a 'Just Resolve' option listed along with the standard Reply, resolve etc... I've pieced this together from the stuff I have, so there might be the odd typo. Sorry for not seeing your post earlier :) Regards, Ian. From rbowen at asbury.edu Mon Jul 10 19:35:20 2006 From: rbowen at asbury.edu (Rich Bowen) Date: Mon, 10 Jul 2006 19:35:20 -0400 Subject: [rt-users] See ticket, but none of the replies/comments In-Reply-To: <44AD3CA6.8030701@lbl.gov> References: <44AD3CA6.8030701@lbl.gov> Message-ID: <80F4E88F-CDCA-405B-A3B3-1E254C2AF501@asbury.edu> On Jul 6, 2006, at 12:39, Kenneth Crocker wrote: > Rich, > > Check your global system group privileges and roles for that Queue. Yes, I did check the global system group privileges and roles for that Queue. The question is, what permission/privilege should I be checking for, since the ones that I thought ("show ticket" and "show ticket comments") don't appear to have the desired effect, and the folks can see the ticket *and* the comments, when I just want them to be able to see the ticket. > > Rich Bowen wrote: >> I want to be able to give "help desk" folks the ability to keep >> seeing the tickets (ID, subject) after they have transferred it >> into another queue - without seeing the comments/replies that have >> been made on that ticket. I thought that this was "show ticket" >> without "show ticket comments", but folks can still see the >> comments, which I didn't expect. >> Any assistance? >> --Rich From jokermjs19 at comcast.net Mon Jul 10 20:47:21 2006 From: jokermjs19 at comcast.net (theillien) Date: Mon, 10 Jul 2006 20:47:21 -0400 Subject: [rt-users] RTx::Statistics In-Reply-To: References: Message-ID: <44B2F519.1010507@comcast.net> I haven't got this working on my installation of v3.6.0 either. I think it needs major work in order for it to be compatible. Right now I'm just relying on the built-in reports with v3.6.0. Perhaps when RTx::Statistics is made to work with it I'll see about integrating but until then, I'm avoiding it like the plague. Mathew Snyder Mike Coakley wrote: > Is this working with RT 3.6.0. I just did a clean install and it isn't > working for me. Just hangs on some of the graph pages where I have to > restart my Apache. On other pages I don't get any graph just the "Result > Graph" alt text. > > Thanks, > From todd at chaka.net Mon Jul 10 23:18:35 2006 From: todd at chaka.net (Todd Chapman) Date: Mon, 10 Jul 2006 23:18:35 -0400 Subject: [rt-users] Searching by CurrentUser with QueryBuilder In-Reply-To: <61635F141D37624DB4F228F9767295AD0310205F@dice2.gvcorp.grandvirtual.com> References: <61635F141D37624DB4F228F9767295AD0310205F@dice2.gvcorp.grandvirtual.com> Message-ID: <20060711031835.GJ25776@chaka.net> On Mon, Jul 10, 2006 at 05:44:59PM -0400, Drew Taylor wrote: > Hi all, > I have a fresh 3.6.0 installation we're customizing. We'd like to create > a saved search that searches for "Owner = '$RT::CurrentUser'" (as > opposed to a static username like "Owner = 'drew'"), but this particular > syntax doesn't work. Is this possible? If not, where would I start to > add this feature - we'd REALLY like to have it. :-) > Try: Owner = '__CurrentUser__' From dsmithson at activsupport.com Tue Jul 11 01:14:13 2006 From: dsmithson at activsupport.com (David Smithson) Date: Mon, 10 Jul 2006 22:14:13 -0700 Subject: [rt-users] Templates for queue structure Message-ID: That would solve the administrative problem that I've run into. I like it better than the templated approach, because it would mean that one could update attributes for an entire group of queues, or queues of type 'x'. David Smithson ________________________________ CLICK HERE FOR ONLINE SUPPORT -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gilmar Santos Jr Sent: Saturday, July 08, 2006 10:54 AM Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Templates for queue structure Hi, David and everybody. I have groups of queues with same user rights, groups rights, scrips and templates. I had to replicate the configuration for each one and if I need a change then it must be made to every single queue... What I've be wondering about to solve this problem are groups of queues. When a property applies to all queues it's enough to apply the property globally (as if "global" was a group with all queues). If there was a way I could setup queue groups then I could configure groups rights, users rights, scrips and templates for the group and subscribe the queues into groups... It would be also possible to add properties individually, but the maintenece of groups would be much easier. What do you think about it? Thanks, -- Gilmar Santos Jr David Smithson escreveu: > Hi all. It seems that it would be a nice feature to be able to define > template queues. So that semantics are not confused here, what I'm > seeking is a way to 'copy' a queue structure and edit it. I intend to > have multiple queues with the same group rights, user rights, custom > fields, etc. It would be nice to be able to choose a template queue > during the queue creation process. > > Does anybody else wish to have this functionality? > > Has anybody devised command-line scripts that handle this type of thing? > > Thanks. > > David Smithson > ________________________________________ > ActivSupport, Inc. > Your Flexible IT Partner > Microsoft Gold Partner -- Small Business Specialist > http://www.activsupport.com Director of Technical Services > Direct: (415) 869 2991 > ________________________________________ > Technical Support Hotline: (415) 979 9285 CLICK HERE FOR ONLINE > SUPPORT > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From dsmithson at activsupport.com Tue Jul 11 01:25:41 2006 From: dsmithson at activsupport.com (David Smithson) Date: Mon, 10 Jul 2006 22:25:41 -0700 Subject: [rt-users] rt command line features broken? Message-ID: Hi all. The rt command line tool doesn't seem to have the feature that it says it has. Anyone else run into this? See below: [root at rt ~]# rt help group Users and groups are identified by name or numeric ID. The following generic operations may be performed upon them: - list - show - edit - create In addition, the following type-specific actions exist: - grant - revoke Attributes: The following attributes can be used with "rt show" or "rt edit" to retrieve or edit other information associated with users and groups: rights Global rights granted to this user. rights/ Queue rights for this user. So, according to this, I should be able to run a command like `rt show group//rights`. However, when I run that, I get: [root at rt ~]# rt show group//rights # Unknown object type: group id: group//rights I get the same error when I run `rt show group/` Is it possible that the documentation came before the implementation? David Smithson ________________________________ From jokermjs19 at comcast.net Tue Jul 11 01:32:54 2006 From: jokermjs19 at comcast.net (theillien) Date: Tue, 11 Jul 2006 01:32:54 -0400 Subject: [rt-users] rt command line features broken? In-Reply-To: References: Message-ID: <44B33806.6040006@comcast.net> Did you try with the '-' in front of the 'show'? Mathew Snyder David Smithson wrote: > Hi all. The rt command line tool doesn't seem to have the feature that > it says it has. Anyone else run into this? See below: > > [root at rt ~]# rt help group > > Users and groups are identified by name or numeric ID. > > The following generic operations may be performed upon them: > > - list > - show > - edit > - create > > In addition, the following type-specific actions exist: > > - grant > - revoke > > Attributes: > > The following attributes can be used with "rt show" or "rt edit" > to retrieve or edit other information associated with users and > groups: > > rights Global rights granted to this user. > rights/ Queue rights for this user. > > So, according to this, I should be able to run a command like `rt show > group//rights`. However, when I run that, I get: > > [root at rt ~]# rt show group//rights > # Unknown object type: group > > id: group//rights > > I get the same error when I run `rt show group/` > > Is it possible that the documentation came before the implementation? > > > David Smithson > ________________________________ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > From dsmithson at activsupport.com Tue Jul 11 01:42:16 2006 From: dsmithson at activsupport.com (David Smithson) Date: Mon, 10 Jul 2006 22:42:16 -0700 Subject: [rt-users] rt command line features broken? Message-ID: That doesn't work. David Smithson ________________________________ CLICK HERE FOR ONLINE SUPPORT -----Original Message----- From: theillien [mailto:jokermjs19 at comcast.net] Sent: Monday, July 10, 2006 10:33 PM To: David Smithson Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] rt command line features broken? Did you try with the '-' in front of the 'show'? Mathew Snyder David Smithson wrote: > Hi all. The rt command line tool doesn't seem to have the feature > that it says it has. Anyone else run into this? See below: > > [root at rt ~]# rt help group > > Users and groups are identified by name or numeric ID. > > The following generic operations may be performed upon them: > > - list > - show > - edit > - create > > In addition, the following type-specific actions exist: > > - grant > - revoke > > Attributes: > > The following attributes can be used with "rt show" or "rt edit" > to retrieve or edit other information associated with users and > groups: > > rights Global rights granted to this user. > rights/ Queue rights for this user. > > So, according to this, I should be able to run a command like `rt show > group//rights`. However, when I run that, I get: > > [root at rt ~]# rt show group//rights # Unknown object type: > group > > id: group//rights > > I get the same error when I run `rt show group/` > > Is it possible that the documentation came before the implementation? > > > David Smithson > ________________________________ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > From Byron.Jones at zoomit.com.au Tue Jul 11 03:23:50 2006 From: Byron.Jones at zoomit.com.au (Byron Jones) Date: Tue, 11 Jul 2006 15:23:50 +0800 Subject: [rt-users] "owner is xxx" in query builder returns all users after upgrade Message-ID: <8E581309FC28E949A806BBF6852674001BB974@pony.zoomit.com.au> greetings. i'm in the process of upgrading from RT 3.2.1 to RT 3.4.4. when i open the query builder the new version shows all users in the "owner is xxx" select instead of just users that have been granted rights. upgrading to 3.6.0 results in the same behavour. (dives into code) ok, WhoHaveGroupRights is called from WhoHaveRight; the query it uses doesn't ignore disabled queues. it used to. is this a bug? [ byron jones [ zoom itg "In 3010, the potatoes triumphed" [ phone +61 8 9389 5235 - N. Gertler -------------- next part -------------- An HTML attachment was scrubbed... URL: From marie.gellback at jadestone.se Tue Jul 11 03:52:26 2006 From: marie.gellback at jadestone.se (=?iso-8859-1?Q?Marie_Gellb=E4ck?=) Date: Tue, 11 Jul 2006 09:52:26 +0200 Subject: [rt-users] Ticket history in ticket resolved message Message-ID: <20060711075335.9373C4A083@posten.jadestone.se> Hello, I?m using RT 3.4. I would like to include the initial ticket question in the message that is sent to the requestor when his ticket has been resolved. The problem is that I don?t want to use an OnResolved template because that would generate two emails to the requestor (template message + resolve message). So what I want to do is to add $Ticket->Transactions->First->Content() to the message area on the Update.html page. But the message area is included (Elements/MessageBox) so if I add the ticket history text to the MessageBox all message boxes will display the ticket history. There is an argument, UpdateContent, defined in Update.html that is passed on to the MessageBox, does anyone know if/how I can add my ticket history text to that argument? I have searched the wiki and the mailing list but I can?t find any similar problems, but maybe I?m looking for a bad solution. Any tips or hints in the correct direction would be appreciated. Best regards Marie Gellb?ck Developer -------------- next part -------------- An HTML attachment was scrubbed... URL: From matthew.hunt at yhfsc.org.uk Tue Jul 11 04:06:38 2006 From: matthew.hunt at yhfsc.org.uk (Matthew Hunt) Date: Tue, 11 Jul 2006 09:06:38 +0100 Subject: [rt-users] (no subject) Message-ID: <1152605198.5594.15.camel@fsc02> Now then all, Is it possible to change the best practical graphic to one of my own, or even add one along side this. Also I would like the graphic to be sent out with the ticket correspondence. any ideas would be most grateful. (Using RT-3.4) Cheers -- Matthew Hunt BSc(Hons) 1st Line Technical Support YHFSC Foundation Service Centre t: 01724 - 275013 From kfh at mqsoftware.com Tue Jul 11 06:25:03 2006 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Tue, 11 Jul 2006 05:25:03 -0500 Subject: [rt-users] RTx::Statistics Message-ID: <63BEA5E623E09F4D92233FB12A9F794346AC09@emailmn.mqsoftware.com> The information that I had was that Statistics probably wouldn't be needed with RT 3.6 because of the built in reports, so I haven't done much with it so far. Of course, I don't have 3.6 running yet either, I've been swamped with a ton of other things. So, time for a poll: How many folks think that RTx::Statistics is still needed, given the functionality in RT v3.6.0? -- 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 theillien Sent: Monday, July 10, 2006 7:47 PM To: Mike Coakley Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RTx::Statistics I haven't got this working on my installation of v3.6.0 either. I think it needs major work in order for it to be compatible. Right now I'm just relying on the built-in reports with v3.6.0. Perhaps when RTx::Statistics is made to work with it I'll see about integrating but until then, I'm avoiding it like the plague. Mathew Snyder Mike Coakley wrote: > Is this working with RT 3.6.0. I just did a clean install and it isn't > working for me. Just hangs on some of the graph pages where I have to > restart my Apache. On other pages I don't get any graph just the "Result > Graph" alt text. > > Thanks, > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From tsmith at loc.gov Tue Jul 11 09:15:28 2006 From: tsmith at loc.gov (Timothy Smith) Date: Tue, 11 Jul 2006 09:15:28 -0400 Subject: [rt-users] Logos in web interface and email Message-ID: >>> Matthew Hunt 07/11/06 4:06 AM >>> > Is it possible to change the best practical graphic to one of my own, or > even add one along side this. Also I would like the graphic to be sent > out with the ticket correspondence. any ideas would be most grateful. > (Using RT-3.4) See the bottom of http://wiki.bestpractical.com/index.cgi?ChangeLogo for changing the logo in the web interface. I know people on the list have used RT to send HTML mail... Tim Smith From shannon_adams68 at yahoo.com Tue Jul 11 09:29:27 2006 From: shannon_adams68 at yahoo.com (Shannon Adams) Date: Tue, 11 Jul 2006 06:29:27 -0700 (PDT) Subject: [rt-users] GD dependency on RT 3.6.0 Message-ID: <20060711132927.40215.qmail@web52906.mail.yahoo.com> I'm trying to install RT 3.6.0 on FC5. I have all the dependencies installed except GD. GD ...MISSING GD::Graph ...MISSING GD::Text ...MISSING I've tried: perl -MCPAN -e shell install (and force) GD I get: /usr/bin/ld: cannot find -lfontconfig collect2: ld returned 1 exit status make: *** [blib/arch/auto/GD/GD.so] Error 1 /usr/bin/make -- NOT OK Running make test Can't test without successful make Running make install make had returned bad status, install seems impossible Failed during this command: LDS/GD-2.34.tar.gz : make NO Can someone lead me through loading this dependency manually? Thanks, Shannon __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From matthew.hunt at yhfsc.org.uk Tue Jul 11 09:46:35 2006 From: matthew.hunt at yhfsc.org.uk (Matthew Hunt) Date: Tue, 11 Jul 2006 14:46:35 +0100 Subject: [rt-users] Ticket escalation and ticket reminders. Message-ID: <1152625595.21525.17.camel@fsc02> My predicament is this, I have downloaded rt-escalation & rt-remind files and have placed them in my RT folder which is /usr/local/share/request-tracker3.4. We have SLA's of 1 to 5 relating to our service level agreements, I wish for these to be escalated as and when the time runs down, I need to know if the dates and times need to be set on the ticket and if this can be done automatically and what type of commands I need in the cron.daily tool. I also wish for each queue to be scanned for tickets that are unowned and haven't been touched and also the tickets which are owned by a user, so a email gets sent out to remind that user they have outstanding tickets within their queue. Any help would be most appreciated. Thanks -- Matthew Hunt BSc(Hons) 1st Line Technical Support YHFSC Foundation Service Centre t: 01724 - 275013 From DTaylor at cidc.com Tue Jul 11 10:13:45 2006 From: DTaylor at cidc.com (Drew Taylor) Date: Tue, 11 Jul 2006 10:13:45 -0400 Subject: [rt-users] Searching by CurrentUser with QueryBuilder Message-ID: <61635F141D37624DB4F228F9767295AD03102110@dice2.gvcorp.grandvirtual.com> Thanks! That did the trick. Drew -----Original Message----- From: Todd Chapman [mailto:todd at chaka.net] Sent: Monday, July 10, 2006 11:19 PM To: Drew Taylor Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Searching by CurrentUser with QueryBuilder On Mon, Jul 10, 2006 at 05:44:59PM -0400, Drew Taylor wrote: > Hi all, > I have a fresh 3.6.0 installation we're customizing. We'd like to > create a saved search that searches for "Owner = '$RT::CurrentUser'" > (as opposed to a static username like "Owner = 'drew'"), but this > particular syntax doesn't work. Is this possible? If not, where would > I start to add this feature - we'd REALLY like to have it. :-) > Try: Owner = '__CurrentUser__' From torsten.brumm at kuehne-nagel.com Tue Jul 11 10:28:53 2006 From: torsten.brumm at kuehne-nagel.com (Torsten Brumm) Date: Tue, 11 Jul 2006 16:28:53 +0200 Subject: AW: [rt-users] Ticket history in ticket resolved message In-Reply-To: <20060711075335.9373C4A083@posten.jadestone.se> Message-ID: <00fa01c6a4f6$562e9000$0aa03e0a@ger.win.int.kn> Hi Marie, there was an acrticle on the wiki: http://wiki.bestpractical.com/index.cgi?AddTicketHistoryToMail but it is removed from dumb spammers. Here is a copy: AddTicketHistoryToMail Original author: Michael Markstaller - IFCO Code cleanups: RuslanZakirov Require: Text::Wrapper perl module Subject: Resolved: {$Ticket->Subject} Dear customer, your issue regarding "{$Ticket->Subject()}", has been resolved in our ticket system. See below for history of this ticket. If you have any further questions or concerns, please reply to this message to reopen the ticket. regards {$Ticket->OwnerObj->RealName || $Ticket->OwnerObj->Name} your-company-fooprint ---------------------------------------------------------------- Your initial request was ---------------------------------------------------------------- {$Ticket->Transactions->First->Content()} ---------------------------------------------------------------- Complete Ticket History ---------------------------------------------------------------- { my $resolved_message = ''; my $last_content = ''; my $transactions = $Ticket->Transactions; $transactions->Limit( FIELD => 'Type', VALUE => 'Correspond' ); while (my $transaction = $transactions->Next) { my $attachments = $transaction->Attachments; while (my $message = $attachments->Next) { next unless $message->ContentType =~ m!^(text/plain|message|text$)!i; my $content = $message->Content; next unless $content; next if $last_content eq $content; $last_content = $content; my $subject = ($message->Subject || $Ticket->Subject); my $wrapper = Text::Wrapper->new(columns=>70); $content = $wrapper->wrap($content); $resolved_message .= "Subject: "; $resolved_message .= $subject; $resolved_message .= "\n"; $resolved_message .= "From: "; $resolved_message .= $message->CreatorObj->RealName || $message->CreatorObj->EmailAddress; $resolved_message .= "\n"; $resolved_message .= "Time: "; $resolved_message .= $message->CreatedObj->AsString; $resolved_message .= "\n"; $resolved_message .= "\n"; $resolved_message .= "$content\n"; $resolved_message .= "------------------------------------------------\n"; } } $resolved_message; } ------------------------------------------------------------------------- Common Information ------------------------------------------------------------------------- There is no need to reply to this message unless you want to RE-OPEN your ticket with ID [{$rtname} #{$Ticket->id}]. If you want to simply add a COMMENT to this ticket whithout re-opening the ticket, click below: mailto:rt-comment at yourdomain.com?subject=[{$rtname}%20#{$Ticket->id()}]&body =%20 Please note: - ALWAYS include the string [{$rtname} #{$Ticket->id}] in the subject line of all future correspondence about this issue. - Do NOT attach or include the content of previous emails already sent to you by rt. _____ Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Marie Gellb?ck Gesendet: Dienstag, 11. Juli 2006 09:52 An: rt-users at lists.bestpractical.com Betreff: [rt-users] Ticket history in ticket resolved message Hello, I?m using RT 3.4. I would like to include the initial ticket question in the message that is sent to the requestor when his ticket has been resolved. The problem is that I don?t want to use an OnResolved template because that would generate two emails to the requestor (template message + resolve message). So what I want to do is to add $Ticket->Transactions->First->Content() to the message area on the Update.html page. But the message area is included (Elements/MessageBox) so if I add the ticket history text to the MessageBox all message boxes will display the ticket history. There is an argument, UpdateContent, defined in Update.html that is passed on to the MessageBox, does anyone know if/how I can add my ticket history text to that argument? I have searched the wiki and the mailing list but I can?t find any similar problems, but maybe I?m looking for a bad solution. Any tips or hints in the correct direction would be appreciated. Best regards Marie Gellb?ck Developer -------------- next part -------------- An HTML attachment was scrubbed... URL: From jrudowski at paddypower.com Tue Jul 11 10:25:31 2006 From: jrudowski at paddypower.com (Jacek Rudowski) Date: Tue, 11 Jul 2006 15:25:31 +0100 Subject: [rt-users] "WebRT: Could not load ticket" error Message-ID: Hello, Short version: I have a problem as described in subject :-) But serious, to be more descriptive: I have version 3.4.4 of RT.. I installed RT version 3.6.0 on separate server, to change to it with our ticket system later. I've made installation as described in wiki documentation. After installation I made database backup from RT 3.4.4 and restored it in new version. Following to the upgrade documentation I used the command: rt-setup-database -action insert -datadir /opt/rt3/etc/upgrade/3.5.1 as 3.5.1 is the only version between our old 3.4.4 and new 3.6.0 and there is no use of schema and acl actions for 3.5.1 (only new content as I see in files and docs) And everything looks OK... almost... I can log in into the application, I see list of tickets... But when I want to pick some ticket, to look into it I have RT screen with RT Error: Could not load ticket xxx I turned on debugging in RT - in logs I have: [Tue Jul 11 09:11:14 2006] [debug]: RT::Date used date::parse to make 1970-01-01 -3600 (/opt/rt3/lib/RT/Date.pm:212) [Tue Jul 11 09:11:21 2006] [warning]: Tried to load a bogus ticket id: ' 49142' (/opt/rt3/lib/RT/Ticket_Overlay.pm:265) [Tue Jul 11 09:11:21 2006] [error]: WebRT: Could not load ticket 49142 () (/opt/rt3/share/html/Elements/Error:76) But actually I don't know how to deal with that, what to do. Maybe there is still something to do with database? No other interesting errors or anything in logs. But I log also MySQL, if there could be any useful information. Any suggestions? I will appreciate any ideas how to fix the problem, what to check etc. Best regards Jacek Rudowski ________________________________________________________________________ Privileged, confidential and/or copyright information may be contained in this communication. This e-mail and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended addressee, you may not copy, forward, disclose or otherwise use this e-mail or any part of it in any way whatsoever. To do so is prohibited and may be unlawful. If you have received this email in error please notify the sender immediately. Paddy Power PLC may monitor the content of e-mail sent and received for the purpose of ensuring compliance with its policies and procedures. ________________________________________________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: From marie.gellback at jadestone.se Tue Jul 11 11:00:33 2006 From: marie.gellback at jadestone.se (=?iso-8859-1?Q?Marie_Gellb=E4ck?=) Date: Tue, 11 Jul 2006 17:00:33 +0200 Subject: SV: [rt-users] Ticket history in ticket resolved message In-Reply-To: <00fa01c6a4f6$562e9000$0aa03e0a@ger.win.int.kn> Message-ID: <20060711150142.0F7844A089@posten.jadestone.se> Thank you for your reply. I have seen this solution in the wiki but it is not what I want to do. I want to include the ticket history in the message that is sent when you are on the Update.html page and choose the Resolve link, and finally write some information in the message area. The update type is set to Reply to requestors. The solution I have come up with so far is to modify the Update.html page so that it passes the ticket history to the message area that displays it (overwrite Elements/MessageArea). It currently works but it is a rather ugly solution. Another way to solve the problem would be to make sure that the Update.html page doesn?t send any emails to the requestors and then use an OnResolveTemplate as Torsten purposed. I?m not sure what?s best. Regards Marie Gellb?ck Developer _____ Fr?n: Torsten Brumm [mailto:torsten.brumm at kuehne-nagel.com] Skickat: den 11 juli 2006 16:29 Till: 'Marie Gellb?ck'; rt-users at lists.bestpractical.com ?mne: AW: [rt-users] Ticket history in ticket resolved message Hi Marie, there was an acrticle on the wiki: http://wiki.bestpractical.com/index.cgi?AddTicketHistoryToMail but it is removed from dumb spammers. Here is a copy: AddTicketHistoryToMail Original author: Michael Markstaller - IFCO Code cleanups: RuslanZakirov Require: Text::Wrapper perl module Subject: Resolved: {$Ticket->Subject} Dear customer, your issue regarding "{$Ticket->Subject()}", has been resolved in our ticket system. See below for history of this ticket. If you have any further questions or concerns, please reply to this message to reopen the ticket. regards {$Ticket->OwnerObj->RealName || $Ticket->OwnerObj->Name} your-company-fooprint ---------------------------------------------------------------- Your initial request was ---------------------------------------------------------------- {$Ticket->Transactions->First->Content()} ---------------------------------------------------------------- Complete Ticket History ---------------------------------------------------------------- { my $resolved_message = ''; my $last_content = ''; my $transactions = $Ticket->Transactions; $transactions->Limit( FIELD => 'Type', VALUE => 'Correspond' ); while (my $transaction = $transactions->Next) { my $attachments = $transaction->Attachments; while (my $message = $attachments->Next) { next unless $message->ContentType =~ m!^(text/plain|message|text$)!i; my $content = $message->Content; next unless $content; next if $last_content eq $content; $last_content = $content; my $subject = ($message->Subject || $Ticket->Subject); my $wrapper = Text::Wrapper->new(columns=>70); $content = $wrapper->wrap($content); $resolved_message .= "Subject: "; $resolved_message .= $subject; $resolved_message .= "\n"; $resolved_message .= "From: "; $resolved_message .= $message->CreatorObj->RealName || $message->CreatorObj->EmailAddress; $resolved_message .= "\n"; $resolved_message .= "Time: "; $resolved_message .= $message->CreatedObj->AsString; $resolved_message .= "\n"; $resolved_message .= "\n"; $resolved_message .= "$content\n"; $resolved_message .= "------------------------------------------------\n"; } } $resolved_message; } ------------------------------------------------------------------------- Common Information ------------------------------------------------------------------------- There is no need to reply to this message unless you want to RE-OPEN your ticket with ID [{$rtname} #{$Ticket->id}]. If you want to simply add a COMMENT to this ticket whithout re-opening the ticket, click below: mailto:rt-comment at yourdomain.com?subject=[{$rtname}%20#{$Ticket->id()}]&body =%20 Please note: - ALWAYS include the string [{$rtname} #{$Ticket->id}] in the subject line of all future correspondence about this issue. - Do NOT attach or include the content of previous emails already sent to you by rt. _____ Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Marie Gellb?ck Gesendet: Dienstag, 11. Juli 2006 09:52 An: rt-users at lists.bestpractical.com Betreff: [rt-users] Ticket history in ticket resolved message Hello, I?m using RT 3.4. I would like to include the initial ticket question in the message that is sent to the requestor when his ticket has been resolved. The problem is that I don?t want to use an OnResolved template because that would generate two emails to the requestor (template message + resolve message). So what I want to do is to add $Ticket->Transactions->First->Content() to the message area on the Update.html page. But the message area is included (Elements/MessageBox) so if I add the ticket history text to the MessageBox all message boxes will display the ticket history. There is an argument, UpdateContent, defined in Update.html that is passed on to the MessageBox, does anyone know if/how I can add my ticket history text to that argument? I have searched the wiki and the mailing list but I can?t find any similar problems, but maybe I?m looking for a bad solution. Any tips or hints in the correct direction would be appreciated. Best regards Marie Gellb?ck Developer -------------- next part -------------- An HTML attachment was scrubbed... URL: From nazark at auska.com Tue Jul 11 12:07:39 2006 From: nazark at auska.com (Nazar Kulynych) Date: Tue, 11 Jul 2006 12:07:39 -0400 Subject: [rt-users] Queue Permissions Message-ID: <44B3CCCB.8030106@auska.com> When searching through tickets RT user is able to see all Quotes instead of just the queue that he has permissions for. I have setup group user permissions in queue. Is there a way to restrict user to see all the queues? Thanks From Lesley_Evensen at kessler.com Tue Jul 11 12:43:19 2006 From: Lesley_Evensen at kessler.com (Lesley Evensen) Date: Tue, 11 Jul 2006 09:43:19 -0700 Subject: [rt-users] Approval -technical question Message-ID: Sorry if this is repetitive; is 'Approval' meant to be implemented as a queue? I have looked at the .html docs and wiki, the latter being most useful, which described using auto-generated Approval tickets to link to one's basic tickets and force resolution of the link as the means of getting approval (for the basic ticket). Does that sum up 'Approval'? Thanks levensen From brent at skyblue.eu.org Tue Jul 11 12:59:19 2006 From: brent at skyblue.eu.org (Brent Geach) Date: Tue, 11 Jul 2006 17:59:19 +0100 Subject: [rt-users] CustomFields on update Message-ID: <001501c6a50b$61510200$6f0b0b0a@mforma.com> Hi Ive been trying the jumbo version of the below update and cant seem to get it to work on 3.6.0 No errors or anything. just the update page is the same as default Is there something Im missing? http://wiki.bestpractical.com/index.cgi?EditCustomFieldsOnUpdate -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Tue Jul 11 13:23:50 2006 From: todd at chaka.net (Todd Chapman) Date: Tue, 11 Jul 2006 13:23:50 -0400 Subject: [rt-users] Approval -technical question In-Reply-To: References: Message-ID: <20060711172350.GK25776@chaka.net> On Tue, Jul 11, 2006 at 09:43:19AM -0700, Lesley Evensen wrote: > Sorry if this is repetitive; is 'Approval' meant to be implemented as a > queue? I have looked at the .html docs and wiki, the latter being most > useful, which described using auto-generated Approval tickets to link to > one's basic tickets and force resolution of the link as the means of getting > approval (for the basic ticket). Does that sum up 'Approval'? > Thanks > levensen > That's the basic idea. -Todd From khascall at midway.uchicago.edu Tue Jul 11 14:19:02 2006 From: khascall at midway.uchicago.edu (Kaylea Hascall) Date: Tue, 11 Jul 2006 13:19:02 -0500 Subject: [rt-users] 3.6 continual re-login issue Message-ID: <200607111819.k6BIJ2jZ029004@harper.uchicago.edu> Hello all, I got fed up with trying to make my previous RT install work and removed it, and now I'm running 3.6. The problems I was having with 3.4 are gone, but there's a new problem. Every time I click on anything, I have to log in again. It saves my 'state' as I go -- logging in again gives me the 'result' of my click. Click, log in, see confirmation screen, click, log in, see next menu, etc. Apache logs don't reveal any problems, and RT isn't logging any errors to its logfile. I searched the archives and corresponded with Shawn Plummer of CIT SUNY Geneseo, who reported the same (or similar) issue to the list back when 3.6 came out, and neither of us have come to any resolution. Has anyone found a fix for this problem? I'm running gentoo, mysql, apache2, mod_perl -- a combination which worked under 3.4 right up until I broke it by updating my perl modules. Maybe it is still a perl module versioning issue, but I don't know which module to blame :/ Thanks, Kaylea ------------------ Kaylea Hascall (773) 834-4117 or khascall at uchicago.edu Technology & Scholarly Computing http://nsit.uchicago.edu/academic Assistant Director: Academic Technologies NSIT, University of Chicago From todd at chaka.net Tue Jul 11 17:44:04 2006 From: todd at chaka.net (Todd Chapman) Date: Tue, 11 Jul 2006 17:44:04 -0400 Subject: [rt-users] CONTRIB: Labeled priorities for RT 3.6 Message-ID: <20060711214404.GE23022@chaka.net> I updated the patch found here: http://www.parliant.com/~cmh/rt/ to work for RT 3.6. This gives RT labeled priorities instead of numeric ones. See attached. -Todd -------------- next part -------------- --- html/Elements/RT__Ticket/ColumnMap (revision 7319) +++ html/Elements/RT__Ticket/ColumnMap (local) @@ -158,17 +158,17 @@ }, Priority => { attribute => 'Priority', - value => sub { return $_[0]->Priority } + value => sub { return $RT::PriorityType?$_[0]->PriorityAsString() : $_[0]->Priority } }, InitialPriority => { attribute => 'InitialPriority', name => 'Initial Priority', - value => sub { return $_[0]->InitialPriority } + value => sub { return $RT::PriorityType?$_[0]->InitialPriorityAsString(): $_[0]->InitialPriority } }, FinalPriority => { attribute => 'FinalPriority', name => 'Final Priority', - value => sub { return $_[0]->FinalPriority } + value => sub { return $RT::PriorityType?$_[0]->FinalPriorityAsString():$_[0]->FinalPriority } }, EffectiveId => { attribute => 'EffectiveId', --- html/Elements/SelectPriority (revision 7319) +++ html/Elements/SelectPriority (local) @@ -0,0 +1,34 @@ +%# + + +<%ARGS> +$Name => undef +$Default => undef + + +<%INIT> +my($priidx,$defprilabel,$defprivalue); +foreach $priidx (@RT::PrioritySortedKeys) { + if ( $Default >= $RT::PriorityLabels{$priidx}) { + # save current equivalent priority label + $defprilabel=$priidx; + # save current priority value to prevent tickets from having + # their priorities "snap"ed to closest level + $defprivalue=$Default; + last; + } +} + + --- html/Search/Bulk.html (revision 7319) +++ html/Search/Bulk.html (local) @@ -100,7 +100,11 @@ <&|/l&>Make subject: <&|/l&>Make priority: - +% if ($RT::PriorityType) { + <& /Elements/SelectPriority, Name => 'Priority', Default => 0 &> +% } else { + +% } <&|/l&>Make queue: <& /Elements/SelectQueue, Name => "Queue" &> <&|/l&>Make Status: --- html/Search/Elements/PickBasics (revision 7319) +++ html/Search/Elements/PickBasics (local) @@ -151,7 +151,11 @@ <& /Elements/SelectEqualityOperator, Name => "PriorityOp" &> - +% if ($RT::PriorityType) { + <&/Elements/SelectPriority, Name=>"ValueOfPriority" &> +% } else { + +% } --- html/Ticket/Create.html (revision 7319) +++ html/Ticket/Create.html (local) @@ -177,8 +177,16 @@ title_class=> 'inverse', color => "#993333" &> +% if ($RT::PriorityType) { + +%} else { +%} +% if ($RT::PriorityType) { + +%} else { +%}
<&|/l&>Priority:<&/Elements/SelectPriority, name=>"InitialPriority", default=> $ARGS{InitialPriority}?$ARGS{InitialPriority} :$QueueObj->InitialPriority &>
<&|/l&>Priority:
<&|/l&>Final Priority:<&/Elements/SelectPriority, name=>"FinalPriority", default=> $ARGS{FinalPriority}?$ARGS{FinalPriority} :$QueueObj->FinalPriority &>
<&|/l&>Final Priority:
<&|/l&>Time Estimated: @@ -200,7 +208,7 @@
<&|/Widgets/TitleBox, title => loc("Dates"), - title_class=> 'inverse', + Title_class=> 'inverse', color => "#663366" &> --- html/Ticket/Elements/EditBasics (revision 7319) +++ html/Ticket/Elements/EditBasics (local) @@ -85,12 +85,20 @@ +% if ($RT::PriorityType) { + +% } else { +% } +% if ($RT::PriorityType) { + +% } else { +% } --- html/Ticket/Elements/ShowBasics (revision 7319) +++ html/Ticket/Elements/ShowBasics (local) @@ -70,7 +70,11 @@ +% if ($RT::PriorityType) { + +% } else { +% } --- lib/RT/Ticket_Overlay.pm (revision 7319) +++ lib/RT/Ticket_Overlay.pm (local) @@ -3770,6 +3770,56 @@ "RT::Queue-RT::Ticket"; } + + +=head2 PriorityAsString + + B String: Various Ticket Priorities as either a string or integer + +=cut + +sub PriorityAsString { + my $self=shift; + + unless ($self->CurrentUserHasRight('ShowTicket')) { + return undef; + } + return priorityString($self->Priority) +} +sub InitialPriorityAsString { + my $self=shift; + + unless ($self->CurrentUserHasRight('ShowTicket')) { + return undef; + } + return priorityString($self->InitialPriority) +} +sub FinalPriorityAsString { + my $self=shift; + + unless ($self->CurrentUserHasRight('ShowTicket')) { + return undef; + } + return priorityString($self->FinalPriority) +} + +sub priorityString { + my $priority=shift; + + if ( $RT::PriorityType ) { + foreach my $pridx ( @RT::PrioritySortedKeys ) { + if ( $priority >= $RT::PriorityLabels{ $pridx } ) { + return($pridx."/".$priority) if ( $RT::PriorityType != 1 ); + return($pridx); + } + } + return "unknown"; + } + return ($priority); +} + + + 1; =head1 AUTHOR === html/Elements/RT__Ticket/ColumnMap ================================================================== === html/Elements/SelectPriority ================================================================== === html/Search/Bulk.html ================================================================== === html/Search/Elements/PickBasics ================================================================== === html/Ticket/Create.html ================================================================== === html/Ticket/Elements/EditBasics ================================================================== === html/Ticket/Elements/ShowBasics ================================================================== === lib/RT/Ticket_Overlay.pm ================================================================== From dmorgan at gmi-mr.com Wed Jul 12 03:12:08 2006 From: dmorgan at gmi-mr.com (Duncan Morgan) Date: Wed, 12 Jul 2006 17:12:08 +1000 Subject: [rt-users] Encoding problem on incoming email Message-ID: <005001c6a582$7d857e70$6b34c80a@dmorganibm> Hello, I have a problem with encoding on incoming emails. I've read about some problems in earlier version of RT with "8-bit" versus "8bit" but that shouldn't affect me as RT version I use is 3.4.4 and I've checked SendEmail.pm (this also seems to be only for outgoing email). I can find no pattern after looking at the full headers other than I see that the X-RT-Original-Encoding is GB2312. Has anyone seen this before? Thanks, Duncan -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3080 bytes Desc: not available URL: From rfh at pipex.net Wed Jul 12 08:49:12 2006 From: rfh at pipex.net (Roy El-Hames) Date: Wed, 12 Jul 2006 13:49:12 +0100 Subject: [rt-users] 3.6 continual re-login issue In-Reply-To: <200607111819.k6BIJ2jZ029004@harper.uchicago.edu> References: <200607111819.k6BIJ2jZ029004@harper.uchicago.edu> Message-ID: <44B4EFC8.8020509@pipex.net> Check your apache logs are you getting any out of memory errors ..if yes its the version of DBD-mysql you are using .. I had similar problems (gentoo/mysql/apache2/mod_perl2) was fixed by changing the version of dbd-mysql to 3.0002 Regards; Roy Kaylea Hascall wrote: > Hello all, > > I got fed up with trying to make my previous RT install work and removed it, > and now I'm running 3.6. The problems I was having with 3.4 are gone, but > there's a new problem. > > Every time I click on anything, I have to log in again. It saves my 'state' > as I go -- logging in again gives me the 'result' of my click. Click, log in, > see confirmation screen, click, log in, see next menu, etc. Apache logs don't > reveal any problems, and RT isn't logging any errors to its logfile. > > I searched the archives and corresponded with Shawn Plummer of CIT SUNY > Geneseo, who reported the same (or similar) issue to the list back when 3.6 > came out, and neither of us have come to any resolution. > > Has anyone found a fix for this problem? I'm running gentoo, mysql, apache2, > mod_perl -- a combination which worked under 3.4 right up until I broke it by > updating my perl modules. Maybe it is still a perl module versioning issue, > but I don't know which module to blame :/ > > Thanks, > Kaylea > ------------------ > Kaylea Hascall (773) 834-4117 or khascall at uchicago.edu > Technology & Scholarly Computing http://nsit.uchicago.edu/academic > Assistant Director: Academic Technologies NSIT, University of Chicago > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > > From dmbeethe at fedex.com Wed Jul 12 09:29:47 2006 From: dmbeethe at fedex.com (Don Beethe) Date: Wed, 12 Jul 2006 08:29:47 -0500 Subject: [rt-users] Problems with upgrade from 3.4.5 to 3.6.0 Message-ID: We are checking out this upgrade and having problems. Seems anytime a user changes from the RT at a glance screen to any other, it goes back to the login screen. We are running on an oracle database with a custom LDAP, since our LDAP is numeric. From archermic at googlemail.com Wed Jul 12 10:04:38 2006 From: archermic at googlemail.com (Michael Archer) Date: Wed, 12 Jul 2006 16:04:38 +0200 Subject: [rt-users] Access values of "UpdateCc" from within Scrip / Template ... Message-ID: <33b1e9df0607120704n6b61a94fm9474e217a19da755@mail.gmail.com> Hi, ... I've been digging everything upside down and now I am stuck: I need to access the values of the "UpdateCc" and "UpdateBcc" fields from within a Scrip / Template. - I can access the Queue's CCs, BCCs and AdminCCs via $QueueObj - I can access the Ticket's CCs, BCCs and AdminCCs via $TicketObj But how can I access the CC/BCC e-mail addresses that the user has just entered when doing a "Reply" or "Comment" via Update.html ? I thought I could use $TransactionObj but it does not seem to work... Any ideas? Thanks a million, Michael From sven.sternberger at desy.de Wed Jul 12 12:00:55 2006 From: sven.sternberger at desy.de (Sven Sternberger) Date: Wed, 12 Jul 2006 18:00:55 +0200 Subject: [rt-users] Bug in RowsPerPage configuration! Message-ID: <1152720055.5307.27.camel@pcx4546.desy.de> Hallo! in 3.6.0 it seems that the RowsPerPage setting in the query build will be ignored. I tried it several ways but I always get 50 results per page regards! sven From Chris.Covington at plusone.com Wed Jul 12 12:14:51 2006 From: Chris.Covington at plusone.com (Covington, Chris) Date: Wed, 12 Jul 2006 12:14:51 -0400 Subject: [rt-users] 3.6 continual re-login issue In-Reply-To: <200607111819.k6BIJ2jZ029004@harper.uchicago.edu> References: <200607111819.k6BIJ2jZ029004@harper.uchicago.edu> Message-ID: <20060712161451.GC17780@grendel.plusone.com> On Tue, Jul 11, 2006 at 01:19:02PM -0500, Kaylea Hascall wrote: > > Hello all, > > I got fed up with trying to make my previous RT install work and removed it, > and now I'm running 3.6. The problems I was having with 3.4 are gone, but > there's a new problem. > > Every time I click on anything, I have to log in again. It saves my 'state' > as I go -- logging in again gives me the 'result' of my click. Click, log in, > see confirmation screen, click, log in, see next menu, etc. Apache logs don't > reveal any problems, and RT isn't logging any errors to its logfile. > > I searched the archives and corresponded with Shawn Plummer of CIT SUNY > Geneseo, who reported the same (or similar) issue to the list back when 3.6 > came out, and neither of us have come to any resolution. > > Has anyone found a fix for this problem? I'm running gentoo, mysql, apache2, > mod_perl -- a combination which worked under 3.4 right up until I broke it by > updating my perl modules. Maybe it is still a perl module versioning issue, > but I don't know which module to blame :/ Me neither. I have had this problem for several months. I'm using dev-perl/DBD-mysql-3.0004, perl 5.8.8, Mysql 5.0.19, FastCGI, apache 2.0.58. My workaround is to use Apache auth instead: Set($WebExternalAuth , '1'); Set($WebFallbackToInternalAuth , '1'); Set($WebExternalGecos , undef); Set($WebExternalAuto , '1'); It would be nice to fix the problem (it's cookie-related) but I haven't been able to so far. --- Chris Covington IT Plus One Health Management 75 Maiden Lane Suite 801 NY, NY 10038 646-312-6269 http://www.plusoneactive.com From khascall at midway.uchicago.edu Wed Jul 12 12:17:55 2006 From: khascall at midway.uchicago.edu (Kaylea Hascall) Date: Wed, 12 Jul 2006 11:17:55 -0500 Subject: [rt-users] 3.6 continual re-login issue [A Fix!] Message-ID: <200607121617.k6CGHtSV023147@harper.uchicago.edu> Thank you everyone who has e-mailed me off-list about this. The problem in my case seemed to lie between mysql, mason, and RT. Changing the character set seems to resolve it [credit here goes to Freman -- thanks!!]. I'm CC'ing the other people I've seen report this recently, too. Here's the SQL Freman sent me, which solved my problem: ALTER TABLE sessions CHANGE a_session a_session LONGBLOB; ALTER TABLE ACL CONVERT TO CHARACTER SET latin1 COLLATE latin1_swedish_ci; ALTER TABLE Attachments CONVERT TO CHARACTER SET latin1 COLLATE latin1_swedish_ci; ALTER TABLE Attributes CONVERT TO CHARACTER SET latin1 COLLATE latin1_swedish_ci; ALTER TABLE CachedGroupMembers CONVERT TO CHARACTER SET latin1 COLLATE latin1_swedish_ci; ALTER TABLE CustomFieldValues CONVERT TO CHARACTER SET latin1 COLLATE latin1_swedish_ci; ALTER TABLE CustomFields CONVERT TO CHARACTER SET latin1 COLLATE latin1_swedish_ci; ALTER TABLE GroupMembers CONVERT TO CHARACTER SET latin1 COLLATE latin1_swedish_ci; ALTER TABLE Groups CONVERT TO CHARACTER SET latin1 COLLATE latin1_swedish_ci; ALTER TABLE Links CONVERT TO CHARACTER SET latin1 COLLATE latin1_swedish_ci; ALTER TABLE ObjectCustomFieldValues CONVERT TO CHARACTER SET latin1 COLLATE latin1_swedish_ci; ALTER TABLE ObjectCustomFields CONVERT TO CHARACTER SET latin1 COLLATE latin1_swedish_ci; ALTER TABLE Principals CONVERT TO CHARACTER SET latin1 COLLATE latin1_swedish_ci; ALTER TABLE Queues CONVERT TO CHARACTER SET latin1 COLLATE latin1_swedish_ci; ALTER TABLE ScripActions CONVERT TO CHARACTER SET latin1 COLLATE latin1_swedish_ci; ALTER TABLE ScripConditions CONVERT TO CHARACTER SET latin1 COLLATE latin1_swedish_ci; ALTER TABLE Scrips CONVERT TO CHARACTER SET latin1 COLLATE latin1_swedish_ci; ALTER TABLE Templates CONVERT TO CHARACTER SET latin1 COLLATE latin1_swedish_ci; ALTER TABLE Tickets CONVERT TO CHARACTER SET latin1 COLLATE latin1_swedish_ci; ALTER TABLE Transactions CONVERT TO CHARACTER SET latin1 COLLATE latin1_swedish_ci; ALTER TABLE Users CONVERT TO CHARACTER SET latin1 COLLATE latin1_swedish_ci; ALTER TABLE sessions CONVERT TO CHARACTER SET latin1 COLLATE latin1_swedish_ci; delete from sessions; The suggestions I got also included updating my DBD-mysql driver (which may have been necessary, but wasn't sufficient to solve my problem). -Kaylea ----------------- Kaylea Hascall (773) 834-4117 or khascall at uchicago.edu Technology & Scholarly Computing http://nsit.uchicago.edu/academic Assistant Director: Academic Technologies NSIT, University of Chicago From jesse at bestpractical.com Wed Jul 12 12:21:42 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 12 Jul 2006 12:21:42 -0400 Subject: [rt-users] 3.6 continual re-login issue [A Fix!] In-Reply-To: <200607121617.k6CGHtSV023147@harper.uchicago.edu> References: <200607121617.k6CGHtSV023147@harper.uchicago.edu> Message-ID: <33456A64-BE7A-452E-B83E-21EF8105ECA1@bestpractical.com> On Jul 12, 2006, at 12:17 PM, Kaylea Hascall wrote: > > Thank you everyone who has e-mailed me off-list about this. The > problem in my > case seemed to lie between mysql, mason, and RT. Changing the > character set > seems to resolve it [credit here goes to Freman -- thanks!!]. I'm > CC'ing the > other people I've seen report this recently, too. > > Here's the SQL Freman sent me, which solved my problem: I _believe_ that only this statement should be necessary if the issue is what I now believe it to be. > ALTER TABLE sessions CHANGE a_session a_session LONGBLOB; I'd worry a _lot_ about these changes. Setting your characterset to latin1 with swedish collation isn't going to fix things properly, but may mask a number of other issues. We've got a branch of 3.6 with a "proper" fix for these issues (which I presume only manifest on MySQL 5. Would anyone like to confirm or deny that?) > Best, JEsse > ALTER TABLE ACL CONVERT TO CHARACTER SET latin1 COLLATE > latin1_swedish_ci; > ALTER TABLE Attachments CONVERT TO CHARACTER SET latin1 COLLATE > latin1_swedish_ci; > ALTER TABLE Attributes CONVERT TO CHARACTER SET latin1 COLLATE > latin1_swedish_ci; > ALTER TABLE CachedGroupMembers CONVERT TO CHARACTER SET latin1 COLLATE > latin1_swedish_ci; > ALTER TABLE CustomFieldValues CONVERT TO CHARACTER SET latin1 COLLATE > latin1_swedish_ci; > ALTER TABLE CustomFields CONVERT TO CHARACTER SET latin1 COLLATE > latin1_swedish_ci; > ALTER TABLE GroupMembers CONVERT TO CHARACTER SET latin1 COLLATE > latin1_swedish_ci; > ALTER TABLE Groups CONVERT TO CHARACTER SET latin1 COLLATE > latin1_swedish_ci; > ALTER TABLE Links CONVERT TO CHARACTER SET latin1 COLLATE > latin1_swedish_ci; > ALTER TABLE ObjectCustomFieldValues CONVERT TO CHARACTER SET latin1 > COLLATE > latin1_swedish_ci; > ALTER TABLE ObjectCustomFields CONVERT TO CHARACTER SET latin1 COLLATE > latin1_swedish_ci; > ALTER TABLE Principals CONVERT TO CHARACTER SET latin1 COLLATE > latin1_swedish_ci; > ALTER TABLE Queues CONVERT TO CHARACTER SET latin1 COLLATE > latin1_swedish_ci; > ALTER TABLE ScripActions CONVERT TO CHARACTER SET latin1 COLLATE > latin1_swedish_ci; > ALTER TABLE ScripConditions CONVERT TO CHARACTER SET latin1 COLLATE > latin1_swedish_ci; > ALTER TABLE Scrips CONVERT TO CHARACTER SET latin1 COLLATE > latin1_swedish_ci; > ALTER TABLE Templates CONVERT TO CHARACTER SET latin1 COLLATE > latin1_swedish_ci; > ALTER TABLE Tickets CONVERT TO CHARACTER SET latin1 COLLATE > latin1_swedish_ci; > ALTER TABLE Transactions CONVERT TO CHARACTER SET latin1 COLLATE > latin1_swedish_ci; > ALTER TABLE Users CONVERT TO CHARACTER SET latin1 COLLATE > latin1_swedish_ci; > ALTER TABLE sessions CONVERT TO CHARACTER SET latin1 COLLATE > latin1_swedish_ci; > delete from sessions; > > The suggestions I got also included updating my DBD-mysql driver > (which may > have been necessary, but wasn't sufficient to solve my problem). > > -Kaylea > ----------------- > Kaylea Hascall (773) 834-4117 or > khascall at uchicago.edu > Technology & Scholarly Computing http://nsit.uchicago.edu/ > academic > Assistant Director: Academic Technologies NSIT, University of > Chicago > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http:// > bestpractical.com/about/jobs.html > From Chris.Covington at plusone.com Wed Jul 12 13:12:11 2006 From: Chris.Covington at plusone.com (Covington, Chris) Date: Wed, 12 Jul 2006 13:12:11 -0400 Subject: [rt-users] 3.6 continual re-login issue [A Fix!] In-Reply-To: <33456A64-BE7A-452E-B83E-21EF8105ECA1@bestpractical.com> References: <200607121617.k6CGHtSV023147@harper.uchicago.edu> <33456A64-BE7A-452E-B83E-21EF8105ECA1@bestpractical.com> Message-ID: <20060712171211.GD17780@grendel.plusone.com> On Wed, Jul 12, 2006 at 12:21:42PM -0400, Jesse Vincent wrote: > > On Jul 12, 2006, at 12:17 PM, Kaylea Hascall wrote: > > > > >Thank you everyone who has e-mailed me off-list about this. The > >problem in my > >case seemed to lie between mysql, mason, and RT. Changing the > >character set > >seems to resolve it [credit here goes to Freman -- thanks!!]. I'm > >CC'ing the > >other people I've seen report this recently, too. > > > > >Here's the SQL Freman sent me, which solved my problem: > > I _believe_ that only this statement should be necessary if the issue > is what I now believe it to be. > > >ALTER TABLE sessions CHANGE a_session a_session LONGBLOB; > > > > I'd worry a _lot_ about these changes. Setting your characterset to > latin1 with swedish collation isn't going to fix things properly, but > may mask a number of other issues. > We've got a branch of 3.6 with a "proper" fix for these issues (which > I presume only manifest on MySQL 5. Would anyone like to confirm or > deny that?) No, it happens with MySQL 4.1.19 also. I was hoping that upgrading to 5 would help but it didn't. I wonder if is at all related or similar to the binary attachment corruption I've been having for the last few months as well? I've tried forcing binary character sets, etc. and that didn't seem to help. --- Chris Covington IT Plus One Health Management 75 Maiden Lane Suite 801 NY, NY 10038 646-312-6269 http://www.plusoneactive.com From Chris.Covington at plusone.com Wed Jul 12 13:19:05 2006 From: Chris.Covington at plusone.com (Covington, Chris) Date: Wed, 12 Jul 2006 13:19:05 -0400 Subject: [rt-users] 3.6 continual re-login issue [A Fix!] In-Reply-To: <20060712171211.GD17780@grendel.plusone.com> References: <200607121617.k6CGHtSV023147@harper.uchicago.edu> <33456A64-BE7A-452E-B83E-21EF8105ECA1@bestpractical.com> <20060712171211.GD17780@grendel.plusone.com> Message-ID: <20060712171904.GE17780@grendel.plusone.com> On Wed, Jul 12, 2006 at 01:12:11PM -0400, Covington, Chris wrote: > On Wed, Jul 12, 2006 at 12:21:42PM -0400, Jesse Vincent wrote: > > > > On Jul 12, 2006, at 12:17 PM, Kaylea Hascall wrote: > > > > > > > >Thank you everyone who has e-mailed me off-list about this. The > > >problem in my > > >case seemed to lie between mysql, mason, and RT. Changing the > > >character set > > >seems to resolve it [credit here goes to Freman -- thanks!!]. I'm > > >CC'ing the > > >other people I've seen report this recently, too. > > > > > > > >Here's the SQL Freman sent me, which solved my problem: > > > > I _believe_ that only this statement should be necessary if the issue > > is what I now believe it to be. > > > > >ALTER TABLE sessions CHANGE a_session a_session LONGBLOB; ps - the SQL above doesn't fix the problem ;< --- Chris Covington IT Plus One Health Management 75 Maiden Lane Suite 801 NY, NY 10038 646-312-6269 http://www.plusoneactive.com From rfh at pipex.net Wed Jul 12 13:23:09 2006 From: rfh at pipex.net (Roy El-Hames) Date: Wed, 12 Jul 2006 18:23:09 +0100 Subject: [rt-users] 3.6 continual re-login issue [A Fix!] In-Reply-To: <33456A64-BE7A-452E-B83E-21EF8105ECA1@bestpractical.com> References: <200607121617.k6CGHtSV023147@harper.uchicago.edu> <33456A64-BE7A-452E-B83E-21EF8105ECA1@bestpractical.com> Message-ID: <44B52FFD.9040403@pipex.net> Jesse; my dev system rt-3.6 ,perl, v5.8.8 , apache 2.0.58, dbix 1.43, mysql 5.0.19 on gentoo system , I had this/similar problem with DBD-mysql 3.0003, fixed with moving to DBD-mysql 3.0002 .. no sign of this problem since.. Roy Jesse Vincent wrote: > > On Jul 12, 2006, at 12:17 PM, Kaylea Hascall wrote: > >> >> Thank you everyone who has e-mailed me off-list about this. The >> problem in my >> case seemed to lie between mysql, mason, and RT. Changing the >> character set >> seems to resolve it [credit here goes to Freman -- thanks!!]. I'm >> CC'ing the >> other people I've seen report this recently, too. > >> >> Here's the SQL Freman sent me, which solved my problem: > > I _believe_ that only this statement should be necessary if the issue > is what I now believe it to be. > >> ALTER TABLE sessions CHANGE a_session a_session LONGBLOB; > > > > I'd worry a _lot_ about these changes. Setting your characterset to > latin1 with swedish collation isn't going to fix things properly, but > may mask a number of other issues. > We've got a branch of 3.6 with a "proper" fix for these issues (which > I presume only manifest on MySQL 5. Would anyone like to confirm or > deny that?) >> > > Best, > > JEsse > >> ALTER TABLE ACL CONVERT TO CHARACTER SET latin1 COLLATE >> latin1_swedish_ci; >> ALTER TABLE Attachments CONVERT TO CHARACTER SET latin1 COLLATE >> latin1_swedish_ci; >> ALTER TABLE Attributes CONVERT TO CHARACTER SET latin1 COLLATE >> latin1_swedish_ci; >> ALTER TABLE CachedGroupMembers CONVERT TO CHARACTER SET latin1 COLLATE >> latin1_swedish_ci; >> ALTER TABLE CustomFieldValues CONVERT TO CHARACTER SET latin1 COLLATE >> latin1_swedish_ci; >> ALTER TABLE CustomFields CONVERT TO CHARACTER SET latin1 COLLATE >> latin1_swedish_ci; >> ALTER TABLE GroupMembers CONVERT TO CHARACTER SET latin1 COLLATE >> latin1_swedish_ci; >> ALTER TABLE Groups CONVERT TO CHARACTER SET latin1 COLLATE >> latin1_swedish_ci; >> ALTER TABLE Links CONVERT TO CHARACTER SET latin1 COLLATE >> latin1_swedish_ci; >> ALTER TABLE ObjectCustomFieldValues CONVERT TO CHARACTER SET latin1 >> COLLATE >> latin1_swedish_ci; >> ALTER TABLE ObjectCustomFields CONVERT TO CHARACTER SET latin1 COLLATE >> latin1_swedish_ci; >> ALTER TABLE Principals CONVERT TO CHARACTER SET latin1 COLLATE >> latin1_swedish_ci; >> ALTER TABLE Queues CONVERT TO CHARACTER SET latin1 COLLATE >> latin1_swedish_ci; >> ALTER TABLE ScripActions CONVERT TO CHARACTER SET latin1 COLLATE >> latin1_swedish_ci; >> ALTER TABLE ScripConditions CONVERT TO CHARACTER SET latin1 COLLATE >> latin1_swedish_ci; >> ALTER TABLE Scrips CONVERT TO CHARACTER SET latin1 COLLATE >> latin1_swedish_ci; >> ALTER TABLE Templates CONVERT TO CHARACTER SET latin1 COLLATE >> latin1_swedish_ci; >> ALTER TABLE Tickets CONVERT TO CHARACTER SET latin1 COLLATE >> latin1_swedish_ci; >> ALTER TABLE Transactions CONVERT TO CHARACTER SET latin1 COLLATE >> latin1_swedish_ci; >> ALTER TABLE Users CONVERT TO CHARACTER SET latin1 COLLATE >> latin1_swedish_ci; >> ALTER TABLE sessions CONVERT TO CHARACTER SET latin1 COLLATE >> latin1_swedish_ci; >> delete from sessions; >> >> The suggestions I got also included updating my DBD-mysql driver >> (which may >> have been necessary, but wasn't sufficient to solve my problem). >> >> -Kaylea >> ----------------- >> Kaylea Hascall (773) 834-4117 or >> khascall at uchicago.edu >> Technology & Scholarly Computing >> http://nsit.uchicago.edu/academic >> Assistant Director: Academic Technologies NSIT, University of >> Chicago >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> We're hiring! Come hack Perl for Best Practical: >> http://bestpractical.com/about/jobs.html >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > Media.Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > From liuzmus at yahoo.com Wed Jul 12 14:24:25 2006 From: liuzmus at yahoo.com (Zhiming Liu) Date: Wed, 12 Jul 2006 11:24:25 -0700 (PDT) Subject: [rt-users] Customize Create ticket screen? Message-ID: <20060712182425.41351.qmail@web32803.mail.mud.yahoo.com> Hi, I have added 12 Custom Fields in Create a new ticket screen. Is anyone how to customize the Create ticket screen? Thanks, Zhiming. __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From steve.hache at distributel.ca Wed Jul 12 15:36:41 2006 From: steve.hache at distributel.ca (=?iso-8859-1?Q?Steve_Hach=E9?=) Date: Wed, 12 Jul 2006 15:36:41 -0400 Subject: [rt-users] RT 3.6 Internet Explorer window resize crashes browser Message-ID: Hello Recently upgraded to RT 3.6 from RT3.4. Running on BSD5.4 with Mysql Site works fine in Mozilla. When a user using Internet Explorer logs into RT and then resizes the window, the browser instance becomes unresponsive and must be shut down. If I resize the login page, this does not happen. Message shows up at bottom of browser saying 4 items remaining and that it is Downloading picture cb.gif or ct.gif from the server. This flickers for a few moments and then stops.. While this is occurring, the server itself becomes unresponsive. If I go to another browser and attempt to login to the site, I get a timeout error. Ssh client still works. The debug.log and the apache logs do not show any activity while this is occurring. The at a glance page formatting is not showing up correctly. The reminders and quick search boxes are on top of the 10 highest priority tickets I own and 10 newest tickets. Problem occurs on version 6.0.2900.2180 sp2 and 6.0.2800.1106 sp1 versions of Internet Explorer. Have not tried others. Thanks for any responses. Steve Hache -------------- next part -------------- An HTML attachment was scrubbed... URL: From Lesley_Evensen at kessler.com Wed Jul 12 16:51:23 2006 From: Lesley_Evensen at kessler.com (Lesley Evensen) Date: Wed, 12 Jul 2006 13:51:23 -0700 Subject: [rt-users] CF Text box change Message-ID: Hello - I'd like to customize a custom field, specifically, the text box (textarea), and make the width 40 cols instead of 15. I don't know if RT calculates this dynamically, since it can't know how many custom fields I added to the Ticket and what type they are. Is this okay to do and would it be done by adding a callback or by other means? Thanks, L. Evensen From cabal at u.washington.edu Wed Jul 12 17:57:32 2006 From: cabal at u.washington.edu (John H. Nyhuis) Date: Wed, 12 Jul 2006 14:57:32 -0700 (PDT) Subject: [rt-users] Q: build a ticket query that selects empty custom fields Message-ID: Greetings, I am trying to build a ticket query that will select all tickets that have a custom field that did not get filled in by our field techs. The custom field I am interested in is a text area. I have tried a variety of combinations (such as less then 1 and white space of various types) but empty fields are not considered, and so are not selected. Has anyone figured out how to do this and would be willing to share? Thanks in advance, John H. Nyhuis Sr. Computer Specialist Dept. of Pediatrics HS RR349B, Box 356320 University of Washington Desk: (206)-685-3884 cabal at u.washington.edu From ESchultz at corp.untd.com Wed Jul 12 17:59:28 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Wed, 12 Jul 2006 14:59:28 -0700 Subject: [rt-users] Q: build a ticket query that selects empty custom fields Message-ID: <5613F89D78D2F545A40423EBA5535C30108C5631@LAXEVS01.lax.corp.int.untd.com> What version of RT? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of John H. Nyhuis Sent: Wednesday, July 12, 2006 2:58 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Q: build a ticket query that selects empty custom fields Greetings, I am trying to build a ticket query that will select all tickets that have a custom field that did not get filled in by our field techs. The custom field I am interested in is a text area. I have tried a variety of combinations (such as less then 1 and white space of various types) but empty fields are not considered, and so are not selected. Has anyone figured out how to do this and would be willing to share? Thanks in advance, John H. Nyhuis Sr. Computer Specialist Dept. of Pediatrics HS RR349B, Box 356320 University of Washington Desk: (206)-685-3884 cabal at u.washington.edu _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From ted at serreyn.com Wed Jul 12 20:36:37 2006 From: ted at serreyn.com (Ted Serreyn) Date: Wed, 12 Jul 2006 19:36:37 -0500 Subject: [rt-users] 3.6 continual re-login issue [A Fix!] In-Reply-To: <20060712171904.GE17780@grendel.plusone.com> Message-ID: <002001c6a614$6b4ec940$0e14140a@ad.serreyn.com> Same problem here with 3.6 with mysql 4.1.X (and binary corruption also!) -- Ted Serreyn Phone: 262-432-0260 Fax: 262-432-0232 Serreyn Network Services, LLC http://www.serreyn.com/ From dmbeethe at fedex.com Wed Jul 12 12:25:33 2006 From: dmbeethe at fedex.com (Don Beethe) Date: Wed, 12 Jul 2006 11:25:33 -0500 Subject: [rt-users] 3.6 continual re-login issue [A Fix!] In-Reply-To: <33456A64-BE7A-452E-B83E-21EF8105ECA1@bestpractical.com> Message-ID: I set up an instance of rt 3.4.5 and upgraded it to 3.6 using mysql for the database and it worked just fine... When I tried upgrading another test rt system from 3.4.5 using oracle database to 3.6, it had the continual login issue... I haven't talked to the DBA about this change to see if it clears things up... BTW, the mysql rt is running on Fedora Core 5, kernel 2.6.16-1.2115_FC4, the oracle rt is running on Solaris 8... -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: July 12, 2006 10:22 AM To: Kaylea Hascall Cc: rt-users at lists.bestpractical.com; Don Beethe; egunnett at qualcomm.com Subject: Re: [rt-users] 3.6 continual re-login issue [A Fix!] On Jul 12, 2006, at 12:17 PM, Kaylea Hascall wrote: > > Thank you everyone who has e-mailed me off-list about this. The > problem in my case seemed to lie between mysql, mason, and RT. > Changing the character set seems to resolve it [credit here goes to > Freman -- thanks!!]. I'm CC'ing the other people I've seen report this > recently, too. > > Here's the SQL Freman sent me, which solved my problem: I _believe_ that only this statement should be necessary if the issue is what I now believe it to be. > ALTER TABLE sessions CHANGE a_session a_session LONGBLOB; I'd worry a _lot_ about these changes. Setting your characterset to latin1 with swedish collation isn't going to fix things properly, but may mask a number of other issues. We've got a branch of 3.6 with a "proper" fix for these issues (which I presume only manifest on MySQL 5. Would anyone like to confirm or deny that?) > Best, JEsse > ALTER TABLE ACL CONVERT TO CHARACTER SET latin1 COLLATE > latin1_swedish_ci; ALTER TABLE Attachments CONVERT TO CHARACTER SET > latin1 COLLATE latin1_swedish_ci; ALTER TABLE Attributes CONVERT TO > CHARACTER SET latin1 COLLATE latin1_swedish_ci; ALTER TABLE > CachedGroupMembers CONVERT TO CHARACTER SET latin1 COLLATE > latin1_swedish_ci; ALTER TABLE CustomFieldValues CONVERT TO CHARACTER > SET latin1 COLLATE latin1_swedish_ci; ALTER TABLE CustomFields CONVERT > TO CHARACTER SET latin1 COLLATE latin1_swedish_ci; ALTER TABLE > GroupMembers CONVERT TO CHARACTER SET latin1 COLLATE > latin1_swedish_ci; ALTER TABLE Groups CONVERT TO CHARACTER SET latin1 > COLLATE latin1_swedish_ci; ALTER TABLE Links CONVERT TO CHARACTER SET > latin1 COLLATE latin1_swedish_ci; ALTER TABLE ObjectCustomFieldValues > CONVERT TO CHARACTER SET latin1 COLLATE latin1_swedish_ci; ALTER TABLE > ObjectCustomFields CONVERT TO CHARACTER SET latin1 COLLATE > latin1_swedish_ci; ALTER TABLE Principals CONVERT TO CHARACTER SET > latin1 COLLATE latin1_swedish_ci; ALTER TABLE Queues CONVERT TO > CHARACTER SET latin1 COLLATE latin1_swedish_ci; ALTER TABLE > ScripActions CONVERT TO CHARACTER SET latin1 COLLATE > latin1_swedish_ci; ALTER TABLE ScripConditions CONVERT TO CHARACTER > SET latin1 COLLATE latin1_swedish_ci; ALTER TABLE Scrips CONVERT TO > CHARACTER SET latin1 COLLATE latin1_swedish_ci; ALTER TABLE Templates > CONVERT TO CHARACTER SET latin1 COLLATE latin1_swedish_ci; ALTER TABLE > Tickets CONVERT TO CHARACTER SET latin1 COLLATE latin1_swedish_ci; > ALTER TABLE Transactions CONVERT TO CHARACTER SET latin1 COLLATE > latin1_swedish_ci; ALTER TABLE Users CONVERT TO CHARACTER SET latin1 > COLLATE latin1_swedish_ci; ALTER TABLE sessions CONVERT TO CHARACTER > SET latin1 COLLATE latin1_swedish_ci; delete from sessions; > > The suggestions I got also included updating my DBD-mysql driver > (which may have been necessary, but wasn't sufficient to solve my > problem). > > -Kaylea > ----------------- > Kaylea Hascall (773) 834-4117 or > khascall at uchicago.edu > Technology & Scholarly Computing http://nsit.uchicago.edu/ > academic > Assistant Director: Academic Technologies NSIT, University of > Chicago > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http:// > bestpractical.com/about/jobs.html > From mike.taht at gmail.com Wed Jul 12 23:13:17 2006 From: mike.taht at gmail.com (Mike Taht) Date: Wed, 12 Jul 2006 20:13:17 -0700 Subject: [rt-users] converting from mysql to postgres in RT 3.6.0 Message-ID: <158277e20607122013h6ee4c85aj49aa3bcfda4b137f@mail.gmail.com> I am attempting to convert from a relatively modern 3.4.5 RT+mysql 4.1.11installation to a brand new 3.6.0+Postgres 8.1.4 installation. The wiki doesn't quite cover all the issues, in particular, I haven't figured out how to get attachments across properly. Is there a tool or procedure out there that is known to work? # --extended-insert=false because postgres doesn't do extended inserts # --compatible=mysql323 comes closest to working thus far. --compatible=postgresql is a joke # --default-character-set of UTF8 seems to help # am trying mysqldump -p --complete-insert rt3 --extended-insert=false --compatible=mysql323 --default-character-set=UTF8 --user=root > dump1.sql # edit the dump file to comment out the lock tables and unlock tables statements, and convert the "drop table if exists" into "delete from" # run mysql2pgsql.perl on the file (my2pg.pl segvios) psql -f dump.sql # blows up on about 5% of attachment insert lines like # psql:m2.sql:661: ERROR: syntax error at or near "2006" at character 44117 # psql:m2.sql:661: LINE 1: .../Producer(GPL Ghostscript 8.15 )\n/CreationDate(D:'2006-05-23... -- Mike Taht PostCards From the Bleeding Edge http://the-edge.blogspot.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From dyoung-rtusers at techsafari.com Thu Jul 13 00:10:12 2006 From: dyoung-rtusers at techsafari.com (Donovan Young) Date: Thu, 13 Jul 2006 00:10:12 -0400 Subject: [rt-users] Any resolution on apache2/mod_perl2 "Out of Memory!" error on GenToo? In-Reply-To: <200606121011.23587.scoutts@bcs.org.uk> Message-ID: <001101c6a632$3cae7680$04fa14ac@TSDYoung> Nope... at least not that I've seen. It seems that no one "in the know" cares enough about GenToo to help find a solution (not a poke at anyone, just my perception based upon the lack of any response to this thread). I tried everything I could think of to no avail. I ended up building a small fedora Core 5 box just to run the RT3 front-end. I still have the MySQL DB running on the GenToo server in the hopes that a front-end fix will be found someday. Donovan Young -----Original Message----- From: Steven Coutts [mailto:scoutts at bcs.org.uk] Sent: Monday, June 12, 2006 5:11 AM To: rt-users at lists.bestpractical.com Cc: dyoung-rtusers at techsafari.com Subject: Re: [rt-users] Any resolution on apache2/mod_perl2 "Out of Memory!" error on GenToo? Did anyone get anywhere with this? Think I have the same problem. On Thursday 20 April 2006 14:48, dyoung-rtusers at techsafari.com wrote: > Please accept my apologies if this particular dead horse has been > sufficiently beaten, but I'm new to this list and I've already searched > through Google as well as the mailing list archives to no avail. > > I'm running: > > rt-3.4.5 > apache-2.0.55-r1 > mod_perl-2.0.1-r2 > gentoo-sources-2.6.15-r1 > mysql-5.0.19-r1 (was using mysql-4, but found something during my > searches that suggested upgrading mysql. No apparent effect) > > (I'm not sure what other info would be helpful, please let me know > and I'll be happy to supply) > > I was wondering (read: hoping) if this list had already discovered a fix or > workaround to the "Out of Memory! Callback called exit" error seen in the > Apache2 error_log when attempting to perform a Ticket Search from within > the RT website. If so, could someone point me in the proper direction > (URL, email, carrier pigeon)? > > Thanks in advance! > > Donovan > dyoung rtusers techsafari com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html -- Steven Coutts B.Sc.(Hons) MBCS scoutts at bcs.org.uk PGP Public Key From Byron.Jones at zoomit.com.au Thu Jul 13 03:25:45 2006 From: Byron.Jones at zoomit.com.au (Byron Jones) Date: Thu, 13 Jul 2006 15:25:45 +0800 Subject: [rt-users] configuring reminders on RT 3.6 Message-ID: <8E581309FC28E949A806BBF6852674001BBAEF@pony.zoomit.com.au> greetings, how do i configure reminders on RT 3.6? or, exactly what are they supposed to do? the documentation is lacking. am i correct in saying that all reminders do is show up in the "reminders" section of the home page? [ byron jones [ zoom itg "In 3010, the potatoes triumphed" [ phone +61 8 9389 5235 - N. Gertler -------------- next part -------------- An HTML attachment was scrubbed... URL: From nocastanheira at refertelecom.pt Thu Jul 13 04:14:00 2006 From: nocastanheira at refertelecom.pt (CASTANHEIRA, Nuno Osvaldo) Date: Thu, 13 Jul 2006 09:14:00 +0100 Subject: [rt-users] Internet Explorer Error Message-ID: Hi, i have installed rt3.4.5 in a machine, the rt machine is running perfecty....but only in Firefox, when i try to run in Internet Explorer i went to the login page, make the login....but when i choose any option (Tikets, Preferences,,etc) i go back to login page. Can Anyone help me ( Sorry for my English !!!!! ) -------------- next part -------------- An HTML attachment was scrubbed... URL: From t.muehlstrasser at science-computing.de Thu Jul 13 04:09:33 2006 From: t.muehlstrasser at science-computing.de (Thomas Muehlstrasser) Date: Thu, 13 Jul 2006 10:09:33 +0200 Subject: [rt-users] RTFM: Editing CustomField / Add a value right Message-ID: <44B5FFBD.50007@science-computing.de> Hello list, I have RT 3.2.2 running with RTFM 2.0.4. One group should administer the CustomFields of RTFM and have the following rights (either global and CustomField-specific): AdminCustomField AdminValues ModifyACL ShowACL ShowCustomField When they try to add a new value to a CustomField they always get a "Permission denied". What right did I forget to set? Thank you in advance Regards Thomas From rfh at pipex.net Thu Jul 13 05:17:03 2006 From: rfh at pipex.net (Roy El-Hames) Date: Thu, 13 Jul 2006 10:17:03 +0100 Subject: [rt-users] Any resolution on apache2/mod_perl2 "Out of Memory!" error on GenToo? In-Reply-To: <001101c6a632$3cae7680$04fa14ac@TSDYoung> References: <001101c6a632$3cae7680$04fa14ac@TSDYoung> Message-ID: <44B60F8F.90904@pipex.net> What version or RT are you running ?? Have you looked at the [rt-users] 3.6 continual re-login issue, thread(ongoing) .. I had the out of memory problem, which was fixed by using dbd-mysql-0002 ..(down graded from -0003) .. Roy Donovan Young wrote: > Nope... at least not that I've seen. > > It seems that no one "in the know" cares enough about GenToo to help find a > solution (not a poke at anyone, just my perception based upon the lack of > any response to this thread). I tried everything I could think of to no > avail. > > I ended up building a small fedora Core 5 box just to run the RT3 front-end. > I still have the MySQL DB running on the GenToo server in the hopes that a > front-end fix will be found someday. > > Donovan Young > > -----Original Message----- > From: Steven Coutts [mailto:scoutts at bcs.org.uk] > Sent: Monday, June 12, 2006 5:11 AM > To: rt-users at lists.bestpractical.com > Cc: dyoung-rtusers at techsafari.com > Subject: Re: [rt-users] Any resolution on apache2/mod_perl2 "Out of Memory!" > error on GenToo? > > Did anyone get anywhere with this? > > Think I have the same problem. > > On Thursday 20 April 2006 14:48, dyoung-rtusers at techsafari.com wrote: > >> Please accept my apologies if this particular dead horse has been >> sufficiently beaten, but I'm new to this list and I've already searched >> through Google as well as the mailing list archives to no avail. >> >> I'm running: >> >> rt-3.4.5 >> apache-2.0.55-r1 >> mod_perl-2.0.1-r2 >> gentoo-sources-2.6.15-r1 >> mysql-5.0.19-r1 (was using mysql-4, but found something during my >> searches that suggested upgrading mysql. No apparent effect) >> >> (I'm not sure what other info would be helpful, please let me know >> and I'll be happy to supply) >> >> I was wondering (read: hoping) if this list had already discovered a fix >> > or > >> workaround to the "Out of Memory! Callback called exit" error seen in the >> Apache2 error_log when attempting to perform a Ticket Search from within >> the RT website. If so, could someone point me in the proper direction >> (URL, email, carrier pigeon)? >> >> Thanks in advance! >> >> Donovan >> dyoung rtusers techsafari com >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> We're hiring! Come hack Perl for Best Practical: >> http://bestpractical.com/about/jobs.html >> > > From himanshua at cybage.com Thu Jul 13 05:45:46 2006 From: himanshua at cybage.com (Himanshu Agrawal) Date: Thu, 13 Jul 2006 15:15:46 +0530 Subject: [rt-users] Discrepancy in Ticket count and Next / Previous page links on Search->Display page Message-ID: After performing a search, the results page displays 'Found X Tickets' as heading. This count includes tickets for which the user does not have 'Show Ticket' rights. To reproduce: 1. Create a user (say TestUser) and a queue (say TestQueue) such that TestUser has rights only in TestQueue. 2. Create a ticket in TestQueue, say Test Ticket. 3. Perform a search - Queue = 'TestQueue' The Ticket count displayed in heading will not match the actual number of tickets displayed on results page. Also, as TestQueue contains only a single ticket, so Next and Previous page links should not be visible. I am not proficient in Perl and could not infer much from rt3/share/html/Search/Results.html and rt3/share/html/Elements/ListActions scripts. Please point me right direction. I'm using RT 3.4 on Linux RedHat 9 with Apache 2 and Perl 5.8.8. Thanks and regards, Himanshu Agrawal From receber.news at gmail.com Thu Jul 13 09:26:21 2006 From: receber.news at gmail.com (Leonardo Grillo (news)) Date: Thu, 13 Jul 2006 10:26:21 -0300 Subject: [rt-users] Question Message-ID: <997886d80607130626h139afdaes3aa209b76e6a8e1c@mail.gmail.com> Hi Folks, Im new at this list... i want to know if there is any version to run RT on a Windows Server and if have some translation to portuguease (brazil)... Thanks. Leonardo. -------------- next part -------------- An HTML attachment was scrubbed... URL: From rickr at rice.edu Thu Jul 13 09:51:07 2006 From: rickr at rice.edu (Rick Russell) Date: Thu, 13 Jul 2006 08:51:07 -0500 Subject: [rt-users] Scrip optimization to improve speed Message-ID: <44B64FCB.40104@rice.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi everybody. This question can probably only be answered by a true RT guru. So, step up and prove yourself! I dare you! We've got an RT 3.4.5 install (probably to move to 3.6 soon) that is getting slower and slower for any transaction that involves lots of scrips. Creating tickets, posting replies, and changing owners are the most common things that cause a big slow down. I did a late-night test and turned off all the scrips that go off on a ticket create, and lo and behold, the time to create a ticket dropped by about 30%. Not huge, but a noticeable improvement. So, my question is this. Let's say I have a lot of scrips that use the same action ("Notify AdminCCs as Comment", for example) and the same Template, but different Conditions ("On Create", "On Queue Change", some custom conditions, etc). Would the speed improve if I consolidated all of the individual conditions into a single custom super-condition? E.g., replace all the scrips that use the same action and template into a since big scrip? Rick R. -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.3 (MingW32) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFEtk/LXIxWysfLtmkRAkcnAJ0c9qtIPwo5G4reGZzDhl9sjtl/cgCeIf95 Vr0427UcNcP/6hZFUbqVZNg= =1kpZ -----END PGP SIGNATURE----- From spydrrrrr at gmail.com Thu Jul 13 11:48:46 2006 From: spydrrrrr at gmail.com (spydrrrrr at gmail.com) Date: Thu, 13 Jul 2006 11:48:46 -0400 Subject: [rt-users] RTx-Shredder question Message-ID: I had a question about removing ticket from the database... I am not a database expert so this will be a "green" question... Instead of using RTx-Shredder why can't I simply run a query against the database to remove any tickets with the status of deleted? Will that leave too many other linked tables with data that is not linked? Is that why we should use RTx-Shredder? On my test Installs of RT I have deleted data this way without an issue... Just curious... -------------- next part -------------- An HTML attachment was scrubbed... URL: From sturner at MIT.EDU Thu Jul 13 12:23:46 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 13 Jul 2006 12:23:46 -0400 Subject: [rt-users] 3.6 continual re-login issue [A Fix!] In-Reply-To: <33456A64-BE7A-452E-B83E-21EF8105ECA1@bestpractical.com> References: <200607121617.k6CGHtSV023147@harper.uchicago.edu> <33456A64-BE7A-452E-B83E-21EF8105ECA1@bestpractical.com> Message-ID: <6.2.3.4.2.20060713122157.039da1a8@po14.mit.edu> At Wednesday 7/12/2006 12:21 PM, Jesse Vincent wrote: >We've got a branch of 3.6 with a "proper" fix for these issues (which >I presume only manifest on MySQL 5. Would anyone like to confirm or >deny that?) We have this problem with an Oracle 9 database. (RT 3.4.2, mod_perl, Apache 1.3.26, SSL). Steve From KFCrocker at lbl.gov Thu Jul 13 12:26:27 2006 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 13 Jul 2006 09:26:27 -0700 Subject: [rt-users] RTFM: Editing CustomField / Add a value right In-Reply-To: <44B5FFBD.50007@science-computing.de> References: <44B5FFBD.50007@science-computing.de> Message-ID: <44B67433.4060809@lbl.gov> Thomas, Remember, if the custom field is a ticket custom field, you will need to grant the MdifyTicket privilege to the group that is accessing the Queue where the ticket resides. I'm not sure you need to grant modify and show ACL since that privilege is what allows a person to "change" someone's or a group's privileges and I don't think it has anything to do with custom fields. I think it is more for an administrator to allow them to alter or modify other's users' and group's rights. AdminCustomFiled is what allows someone to "create" and "modify" the values allowed in a custom field when it is set up, it does not apply to altering custom field content in a ticket. Now, for the ability to actually modify the content of a custom field "in a ticket", I would grant the following rights: Config > Queue > and Grant SeeQueue, ShowTicket, ModifyTicket for the group that you want to do this work on a ticket in a particular Queue. Any other rights you grant should be appropriate. Config > Custom Field > Select the Custom Field from the list > Group Rights and Grant ModifyCustomField, SeeCustomField. This allows any group you grant these rights to the ability to see and modify (enter a value for a particular ticket) the content of a custom field in a particular ticket. You can also grant these rights at the global user level but I do not recommend that because it creates a maintenance nightmare if you have a lot of queues and groups. Stick to the group level of rights and you will make your life easier. I hope this helps. Kenn LBNL Thomas Muehlstrasser wrote: > Hello list, > > I have RT 3.2.2 running with RTFM 2.0.4. > > One group should administer the CustomFields of RTFM and have the > following rights (either global and CustomField-specific): > > AdminCustomField > AdminValues > ModifyACL > ShowACL > ShowCustomField > > When they try to add a new value to a CustomField they always get a > "Permission denied". > > What right did I forget to set? > > > Thank you in advance > > Regards > > Thomas > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy > a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > From fpater at dca.net Thu Jul 13 13:09:47 2006 From: fpater at dca.net (Frank Pater) Date: Thu, 13 Jul 2006 13:09:47 -0400 Subject: [rt-users] RTx-Shredder question In-Reply-To: References: Message-ID: <20060713170947.GD1761@staff.dca.net> Hello, On Thu, Jul 13, 2006 at 11:48:46AM -0400, spydrrrrr at gmail.com wrote: Will that leave too many other linked tables with data that is not linked? Is that why we should use RTx-Shredder? Simply put, yes :) Sincerely, Frank Pater DCANet http://www.dca.net voice: 888-4-DCANET (888-432-2638) fax: 302-426-6386 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From cabal at u.washington.edu Thu Jul 13 13:41:46 2006 From: cabal at u.washington.edu (John H. Nyhuis) Date: Thu, 13 Jul 2006 10:41:46 -0700 (PDT) Subject: [rt-users] Q: build a ticket query that selects empty custom fields In-Reply-To: <5613F89D78D2F545A40423EBA5535C30108C5631@LAXEVS01.lax.corp.int.untd.com> References: <5613F89D78D2F545A40423EBA5535C30108C5631@LAXEVS01.lax.corp.int.untd.com> Message-ID: Sorry, RT version is 3.4 on FreeBSD, using Apache 1.3 +modssl +modperl and MySQL. Thanks, John H. Nyhuis Sr. Computer Specialist Dept. of Pediatrics HS RR349B, Box 356320 University of Washington Desk: (206)-685-3884 cabal at u.washington.edu On Wed, 12 Jul 2006, Schultz, Eric wrote: > What version of RT? > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of John H. > Nyhuis > Sent: Wednesday, July 12, 2006 2:58 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Q: build a ticket query that selects empty custom > fields > > Greetings, > > I am trying to build a ticket query that will select all tickets > > that have a custom field that did not get filled in by our field techs. > The custom field I am interested in is a text area. > I have tried a variety of combinations (such as less then 1 and > white space of various types) but > empty fields are not considered, and so are not selected. > Has anyone figured out how to do this and would be willing to > share? > > Thanks in advance, > > John H. Nyhuis > Sr. Computer Specialist > Dept. of Pediatrics > HS RR349B, Box 356320 > University of Washington > Desk: (206)-685-3884 > cabal at u.washington.edu > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > From spydrrrrr at gmail.com Thu Jul 13 13:48:48 2006 From: spydrrrrr at gmail.com (spydrrrrr at gmail.com) Date: Thu, 13 Jul 2006 13:48:48 -0400 Subject: [rt-users] RTx-Shredder question In-Reply-To: <20060713170947.GD1761@staff.dca.net> References: <20060713170947.GD1761@staff.dca.net> Message-ID: On 7/13/06, Frank Pater wrote: > > Hello, > > On Thu, Jul 13, 2006 at 11:48:46AM -0400, spydrrrrr at gmail.com wrote: > > > Will that leave too many other linked tables with data that is not linked? > Is that why we should use RTx-Shredder? > > > Simply put, yes :) > However is this a bad thing? I mean if there is data in the database that I do not want and is associated with an ID number that does not exitst does that matter? -------------- next part -------------- An HTML attachment was scrubbed... URL: From fpater at dca.net Thu Jul 13 14:36:22 2006 From: fpater at dca.net (Frank Pater) Date: Thu, 13 Jul 2006 14:36:22 -0400 Subject: [rt-users] RTx-Shredder question In-Reply-To: References: <20060713170947.GD1761@staff.dca.net> Message-ID: <20060713183622.GH1761@staff.dca.net> > On 7/13/06, Frank Pater <[1]fpater at dca.net> wrote: > > Hello, > > On Thu, Jul 13, 2006 at 11:48:46AM -0400, [2]spydrrrrr at gmail.com wrote: > > > Will that leave too many other linked tables with data that is not > linked? Is that why we should use RTx-Shredder? > > > Simply put, yes :) > > However is this a bad thing? I mean if there is data in the database that > I do not want and is associated with an ID number that does not exitst > does that matter? > Yes, it can break the WebUI. For example, attempting to load a ticket that contains a link to another ticket that has been removed from the database causes the web interface to dump an error which prevents you from accessing the existing ticket. Ruslan would have to confirm this, but I believe that Shredder will remove the link in the existing ticket when the referenced one is deleted from the database. Based on my experience restoring stuff from Shredder's sql dumps, I can confidently say that when it removes a single ticket from the database, many SQL actions occur. From this, I gather there is much more complexity involved than the situation I describe above. Sincerely, Frank Pater DCANet http://www.dca.net voice: 888-4-DCANET (888-432-2638) fax: 302-426-6386 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From jokermjs19 at comcast.net Thu Jul 13 16:14:06 2006 From: jokermjs19 at comcast.net (theillien) Date: Thu, 13 Jul 2006 16:14:06 -0400 Subject: [rt-users] Question In-Reply-To: <997886d80607130626h139afdaes3aa209b76e6a8e1c@mail.gmail.com> References: <997886d80607130626h139afdaes3aa209b76e6a8e1c@mail.gmail.com> Message-ID: <44B6A98E.6090804@comcast.net> http://wiki.bestpractical.com/index.cgi?WindowsOSInstallGuide Leonardo Grillo (news) wrote: > Hi Folks, > > Im new at this list... > > i want to know if there is any version to run RT on a Windows Server and > if have some translation to portuguease (brazil)... > > Thanks. > > Leonardo. > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From kbarger at ltsp.edu Thu Jul 13 16:43:25 2006 From: kbarger at ltsp.edu (Kyle Barger) Date: Thu, 13 Jul 2006 16:43:25 -0400 Subject: [rt-users] Error after initial setup: DBI connect . . . failed: Access denied Message-ID: <44B6B06D.3020405@ltsp.edu> Hi all, I'm putting in a new install of RT 3.6.0 on Fedora Core 4. The Fedora is very generic; I haven't done hardly any customization of the defaults. mysql 4.1.6, apache 2.0.54, perl 5.8.6. The installation seemed to go fine (after I tracked down all the perl dependencies) but I am now getting this error in the apache log when I visit the RT URL. (Browser shows a 500 error) ------- DBI connect('dbname=rt3;host=localhost','rt_user',...) failed: Access denied for user 'rt_user'@'localhost' (using password: YES) at /usr/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 108 [Thu Jul 13 16:26:52 2006] [error] [client 10.0.2.14] Connect Failed Access denied for user 'rt_user'@'localhost' (using password: YES)\n at /opt/rt3/lib/RT.pm line 176\n ------- I did keep the default database username of rt_user but I changed the password. I've verified that the password I gave on the configure command line did show up in the /opt/rt3/etc versions of the config files. The database itself seems to be fine, as I can connect to it and list tables etc. using mysql from the command line with the user & password that are in the config files. I must be missing something really simple, but I can't figure out what. Any suggestions? -- Kyle Barger Director of Information Services The Lutheran Theological Seminary at Philadelphia For assistance with computer, phone, or network issues at LTSP: http://www.ltsp.edu/helpdesk From mike.taht at gmail.com Thu Jul 13 19:08:55 2006 From: mike.taht at gmail.com (Mike Taht) Date: Thu, 13 Jul 2006 16:08:55 -0700 Subject: [rt-users] 3.6.0 speed improvements Message-ID: <158277e20607131608xfb47bd5ub219c2f8e95c8131@mail.gmail.com> After installing 3.6.0 I noticed a significant apparent speed decrease vs 3.4.5. Basically, at least with my mod_perl based install, it was doing 15+ HTTP GET'S - to fetch the current web page, the graphics, and the CSS. I fixed that in two ways. 1) Fedora Core 5's Apache, at least, is disabling keepalives by default for some reason. I turned it on. Now a single apache process handles all the requests. Big speedup. # in httpd.conf KeepAlive On 2) Still, it was fetching all those files on every request, and arguably the only one that ever changes is the main web page. So I turned on: ExpiresActive On ExpiresByType text/css A3600 # expire in an hour ExpiresByType image/png A3600 ExpiresByType application/x-javascript A3600 ExpiresByType image/gif A3600 Cut the number of requests per page down to 2 - and the total amount of tcp packets on a typical rt page as measured by ethereal by about half. User visible performance especially over the internet to my co-lo site was markedly improved. Now in this latter thing I only wanted to put in for NoAuth subdirs but thus far I haven't convinced .htaccess to work for these subdirs. Is there a better way to do this? -- Mike Taht PostCards From the Bleeding Edge http://the-edge.blogspot.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Thu Jul 13 19:12:59 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 13 Jul 2006 19:12:59 -0400 Subject: [rt-users] 3.6.0 speed improvements In-Reply-To: <158277e20607131608xfb47bd5ub219c2f8e95c8131@mail.gmail.com> References: <158277e20607131608xfb47bd5ub219c2f8e95c8131@mail.gmail.com> Message-ID: <20060713231258.GQ20065@bestpractical.com> > 2) Still, it was fetching all those files on every request, and arguably the > only one that ever changes is the main web page. So I turned on: > > ExpiresActive On > ExpiresByType text/css A3600 # expire in an hour > ExpiresByType image/png A3600 > ExpiresByType application/x-javascript A3600 > ExpiresByType image/gif A3600 > > Cut the number of requests per page down to 2 - and the total amount of tcp > packets on a typical rt page as measured by ethereal by about half. User > visible performance especially over the internet to my co-lo site was > markedly improved. > > Now in this latter thing I only wanted to put in for NoAuth subdirs but thus > far I haven't convinced .htaccess to work for these subdirs. > > Is there a better way to do this? Well, there's a more generic way to do it. (and we've started doing that in the repository aiming otward 3.6.1), using a mason autohandler. > -- > Mike Taht > PostCards From the Bleeding Edge > http://the-edge.blogspot.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html -- From receber.news at gmail.com Thu Jul 13 19:19:05 2006 From: receber.news at gmail.com (Leonardo Grillo (news)) Date: Thu, 13 Jul 2006 20:19:05 -0300 Subject: [rt-users] Question In-Reply-To: <44B6A98E.6090804@comcast.net> References: <997886d80607130626h139afdaes3aa209b76e6a8e1c@mail.gmail.com> <44B6A98E.6090804@comcast.net> Message-ID: <997886d80607131619v42ef5290v5a1c5225d6608cca@mail.gmail.com> thanks Dude, Ive donloaded, but it tryed to download some files but didnt downloaded... what i can do? the webserver did not work as well thanks 2006/7/13, theillien : > > http://wiki.bestpractical.com/index.cgi?WindowsOSInstallGuide > > Leonardo Grillo (news) wrote: > > Hi Folks, > > > > Im new at this list... > > > > i want to know if there is any version to run RT on a Windows Server and > > if have some translation to portuguease (brazil)... > > > > Thanks. > > > > Leonardo. > > > > > > ------------------------------------------------------------------------ > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From liuzmus at yahoo.com Thu Jul 13 19:36:58 2006 From: liuzmus at yahoo.com (Zhiming Liu) Date: Thu, 13 Jul 2006 16:36:58 -0700 (PDT) Subject: [rt-users] Packet ticket send out? Message-ID: <20060713233658.25331.qmail@web32804.mail.mud.yahoo.com> Hi, Does anyone know how to do this with RT? when user creates a new ticket, selects a customfield value like yes, then click on Create button, RT automatically packet the ticket information and email to an email address. And it can do the same thing when it closes a ticket. Thanks, Zhiming. __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From gilmarsantosjr at safernet.org.br Thu Jul 13 20:29:01 2006 From: gilmarsantosjr at safernet.org.br (Gilmar Santos Jr) Date: Thu, 13 Jul 2006 21:29:01 -0300 Subject: [rt-users] Packet ticket send out? In-Reply-To: <20060713233658.25331.qmail@web32804.mail.mud.yahoo.com> References: <20060713233658.25331.qmail@web32804.mail.mud.yahoo.com> Message-ID: <44B6E54D.20902@safernet.org.br> Hi, You can create a scrip with custom condition (ticket been created with custom field X set to Y) and with action "notify" or even custom action that sends the e-mail using some template (that can be customized). Refer to http://wiki.bestpractical.com/index.cgi?Documentation "Scrips Area" -- Gilmar Santos Jr Zhiming Liu escreveu: > Hi, Does anyone know how to do this with RT? when user > creates a new ticket, selects a customfield value like > yes, then click on Create button, RT automatically > packet the ticket information and email to an email > address. And it can do the same thing when it closes a > ticket. Thanks, Zhiming. > > __________________________________________________ > Do You Yahoo!? > Tired of spam? Yahoo! Mail has the best spam protection around > http://mail.yahoo.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > From gilmarsantosjr at safernet.org.br Thu Jul 13 20:45:18 2006 From: gilmarsantosjr at safernet.org.br (Gilmar Santos Jr) Date: Thu, 13 Jul 2006 21:45:18 -0300 Subject: [rt-users] GD dependency on RT 3.6.0 In-Reply-To: <20060711132927.40215.qmail@web52906.mail.yahoo.com> References: <20060711132927.40215.qmail@web52906.mail.yahoo.com> Message-ID: <44B6E91E.6010708@safernet.org.br> Hi, Shannon Shannon Adams escreveu: > (...) > I get: > /usr/bin/ld: cannot find -lfontconfig > That's the problem. Install fontconfig (along with the development files) on your system. But before check if the GD isn't packed yet (most linux distributions have binary packages for GD, assuming you are running a linux system). -- Gilmar Santos Jr From marie.gellback at jadestone.se Fri Jul 14 04:37:30 2006 From: marie.gellback at jadestone.se (=?iso-8859-1?Q?Marie_Gellb=E4ck?=) Date: Fri, 14 Jul 2006 10:37:30 +0200 Subject: [rt-users] Emails from the update page Message-ID: <20060714083840.868054A07E@posten.jadestone.se> Hello, Does anyone know how I can modify the Update.html page so no emails are sent when you select the Resolve link? I want to turn off the emails because then I can create a template (OnResolve) that sends an email to the requestor with the solution description and avoid that the requestor receives 2 emails each time a ticket has been resolved. Any help would be appreciated. Best regards Marie Gellb?ck Developer -------------- next part -------------- An HTML attachment was scrubbed... URL: From t.muehlstrasser at science-computing.de Fri Jul 14 05:47:45 2006 From: t.muehlstrasser at science-computing.de (Thomas Muehlstrasser) Date: Fri, 14 Jul 2006 11:47:45 +0200 Subject: [rt-users] RTFM: Editing CustomField / Add a value right In-Reply-To: <44B67433.4060809@lbl.gov> References: <44B5FFBD.50007@science-computing.de> <44B67433.4060809@lbl.gov> Message-ID: <44B76841.6000409@science-computing.de> Thank you Kenn, but I am afraid there was a misunderstanding. My question was on the Custom Fields of the RT FAQ Manager (RTFM) and not on the Custom Fields of tickets and queues. Or do the rights on Custom Fields of the RT FAQ Manager interact with those of tickets and queues? Regards Thomas Kenneth Crocker wrote: > Thomas, > > Remember, if the custom field is a ticket custom field, you will > need to grant the MdifyTicket privilege to the group that is accessing > the Queue where the ticket resides. I'm not sure you need to grant > modify and show ACL since that privilege is what allows a person to > "change" someone's or a group's privileges and I don't think it has > anything to do with custom fields. I think it is more for an > administrator to allow them to alter or modify other's users' and > group's rights. AdminCustomFiled is what allows someone to "create" and > "modify" the values allowed in a custom field when it is set up, it does > not apply to altering custom field content in a ticket. Now, for the > ability to actually modify the content of a custom field "in a ticket", > I would grant the following rights: > > Config > Queue > and Grant SeeQueue, ShowTicket, ModifyTicket for > the group that you want to do this work on a ticket in a particular > Queue. Any other rights you grant should be appropriate. > Config > Custom Field > Select the Custom Field from the list > > Group Rights and Grant ModifyCustomField, SeeCustomField. This allows > any group you grant these rights to the ability to see and modify (enter > a value for a particular ticket) the content of a custom field in a > particular ticket. > > You can also grant these rights at the global user level but I do > not recommend that because it creates a maintenance nightmare if you > have a lot of queues and groups. Stick to the group level of rights and > you will make your life easier. > > I hope this helps. > > Kenn > LBNL > > Thomas Muehlstrasser wrote: > >> Hello list, >> >> I have RT 3.2.2 running with RTFM 2.0.4. >> >> One group should administer the CustomFields of RTFM and have the >> following rights (either global and CustomField-specific): >> >> AdminCustomField >> AdminValues >> ModifyACL >> ShowACL >> ShowCustomField >> >> When they try to add a new value to a CustomField they always get a >> "Permission denied". >> >> What right did I forget to set? >> >> >> Thank you in advance >> >> Regards >> >> Thomas >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> We're hiring! Come hack Perl for Best Practical: >> http://bestpractical.com/about/jobs.html >> From rfh at pipex.net Fri Jul 14 05:56:33 2006 From: rfh at pipex.net (Roy El-Hames) Date: Fri, 14 Jul 2006 10:56:33 +0100 Subject: [rt-users] Emails from the update page In-Reply-To: <20060714083840.868054A07E@posten.jadestone.se> References: <20060714083840.868054A07E@posten.jadestone.se> Message-ID: <44B76A51.8000300@pipex.net> Emails are sent via/by the scrips and not the html pages .. possible you need to modify your correspondence scrip not to send anything if status = resolved Regards; Roy Marie Gellb?ck wrote: > Hello, > > > > Does anyone know how I can modify the Update.html page so no emails are sent > when you select the Resolve link? I want to turn off the emails because then > I can create a template (OnResolve) that sends an email to the requestor > with the solution description and avoid that the requestor receives 2 emails > each time a ticket has been resolved. > > > > Any help would be appreciated. > > > > Best regards > > > > Marie Gellb?ck > > Developer > > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From rfh at pipex.net Fri Jul 14 05:58:15 2006 From: rfh at pipex.net (Roy El-Hames) Date: Fri, 14 Jul 2006 10:58:15 +0100 Subject: [rt-users] 3.6.0 speed improvements In-Reply-To: <20060713231258.GQ20065@bestpractical.com> References: <158277e20607131608xfb47bd5ub219c2f8e95c8131@mail.gmail.com> <20060713231258.GQ20065@bestpractical.com> Message-ID: <44B76AB7.40406@pipex.net> Jesse; When is the planned release for 3.6.1, I am planning an upgrade to 3.6 and from I 've been reading it sounds its worth waiting till 3.6.1 Roy Jesse Vincent wrote: > > >> 2) Still, it was fetching all those files on every request, and arguably the >> only one that ever changes is the main web page. So I turned on: >> >> ExpiresActive On >> ExpiresByType text/css A3600 # expire in an hour >> ExpiresByType image/png A3600 >> ExpiresByType application/x-javascript A3600 >> ExpiresByType image/gif A3600 >> >> Cut the number of requests per page down to 2 - and the total amount of tcp >> packets on a typical rt page as measured by ethereal by about half. User >> visible performance especially over the internet to my co-lo site was >> markedly improved. >> >> Now in this latter thing I only wanted to put in for NoAuth subdirs but thus >> far I haven't convinced .htaccess to work for these subdirs. >> >> Is there a better way to do this? >> > > Well, there's a more generic way to do it. (and we've started doing that > in the repository aiming otward 3.6.1), using a mason autohandler. > > > >> -- >> Mike Taht >> PostCards From the Bleeding Edge >> http://the-edge.blogspot.com >> > > >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html >> > > From niels at bubbles-it.be Fri Jul 14 06:29:21 2006 From: niels at bubbles-it.be (Niels Huylebroeck) Date: Fri, 14 Jul 2006 12:29:21 +0200 Subject: [rt-users] 3.6.0 speed improvements In-Reply-To: <158277e20607131608xfb47bd5ub219c2f8e95c8131@mail.gmail.com> References: <158277e20607131608xfb47bd5ub219c2f8e95c8131@mail.gmail.com> Message-ID: <44B77201.8090407@bubbles-it.be> Mike Taht wrote: > After installing 3.6.0 I noticed a significant apparent speed decrease > vs 3.4.5. > > Basically, at least with my mod_perl based install, it was doing 15+ > HTTP GET'S - to fetch the current web page, the graphics, and the CSS. > I fixed that in two ways. > > 1) Fedora Core 5's Apache, at least, is disabling keepalives by > default for some reason. I turned it on. Now a single apache process > handles all the requests. Big speedup. > > # in httpd.conf > KeepAlive On I've now also turned this on, thanks for the heads-up hadn't noticed this before (I run Centos 4.3 and it's disabled by default too) > > 2) Still, it was fetching all those files on every request, and > arguably the only one that ever changes is the main web page. So I > turned on: > > ExpiresActive On > ExpiresByType text/css A3600 # expire in an hour > ExpiresByType image/png A3600 > ExpiresByType application/x-javascript A3600 > ExpiresByType image/gif A3600 > Note to others who might try this and get configuration error : remove the comment from text/css line this is what generates the configuration error. > Cut the number of requests per page down to 2 - and the total amount > of tcp packets on a typical rt page as measured by ethereal by about > half. User visible performance especially over the internet to my > co-lo site was markedly improved. > > Now in this latter thing I only wanted to put in for NoAuth subdirs > but thus far I haven't convinced .htaccess to work for these subdirs. This is probable because of the AllowOverride None directive in your block for RT. You should probably place the ExpiresActive directives in another block for the /NoAuth directory or set AllowOverride All (dangerous I think !) > > Is there a better way to do this? > I've found that if you disable js and css completely from Mason parsing it should give even faster results. Using your techniques I got back to the speed I had with using this trick : Alias /NoAuth/js /opt/rt3kvb/share/html/NoAuth/js Alias /NoAuth/css /opt/rt3kvb/share/html/NoAuth/css Of course this does give some bad output here and there but if you really want speed you could probably overlook this if the RT is for inside usage only. Jesse : If you could give an educated guess if disabling the js and css from mason completely would actually impair functionality or stability ? > -- > Mike Taht > PostCards From the Bleeding Edge > http://the-edge.blogspot.com -- Vriendelijke groeten, ^ Bubbles IT ^ Oude Heerweg 175 Niels Huylebroeck ^ 9160 Lokeren, Belgie Systeembeheerder, Programmeur ^ Tel: +32(0)9/355 13 31 niels at bubbles-it.be ^ Fax: +32(0)9/355 13 41 .. Key : http://www.bubbles-it.be/pgp/niels.asc .. .. Fingerprint : 3885 CC0B C7A4 78CC 47DE 47AF 896A 6C40 80FA AF0F .. .. Keyserver : http://pgp.mit.edu Key-ID : 0x80FAAF0F .. A diplomat is a person who can tell you to go to hell in such a way that you actually look forward to the trip. Caskie Stinnett, "Out of the Red" From torsten.brumm at kuehne-nagel.com Fri Jul 14 07:37:57 2006 From: torsten.brumm at kuehne-nagel.com (Torsten Brumm) Date: Fri, 14 Jul 2006 13:37:57 +0200 Subject: AW: [rt-users] Internet Explorer Error In-Reply-To: Message-ID: <00eb01c6a739$f4366da0$0aa03e0a@ger.win.int.kn> Check that you have Cokies enabled. Torsten _____ Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von CASTANHEIRA, Nuno Osvaldo Gesendet: Donnerstag, 13. Juli 2006 10:14 An: rt-users at lists.bestpractical.com Betreff: [rt-users] Internet Explorer Error Hi, i have installed rt3.4.5 in a machine, the rt machine is running perfecty....but only in Firefox, when i try to run in Internet Explorer i went to the login page, make the login....but when i choose any option (Tikets, Preferences,,etc) i go back to login page. Can Anyone help me ( Sorry for my English !!!!! ) -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at kuehne-nagel.com Fri Jul 14 07:41:31 2006 From: torsten.brumm at kuehne-nagel.com (Torsten Brumm) Date: Fri, 14 Jul 2006 13:41:31 +0200 Subject: AW: [rt-users] Encoding problem on incoming email In-Reply-To: <005001c6a582$7d857e70$6b34c80a@dmorganibm> Message-ID: <00f001c6a73a$73886c20$0aa03e0a@ger.win.int.kn> Hi Duncan, Sounds funny, i have the same problem since 3 Day, my RT is also 3.4.4 at this moment and we are running this since 1 Year very stable. Have you already an idea? I found something in google that told me to update MIME::Tools, but this is actual at my system. Any Ideas? Hints? Thanks Torsten -----Urspr?ngliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Duncan Morgan Gesendet: Mittwoch, 12. Juli 2006 09:12 An: rt-users at lists.bestpractical.com Betreff: [rt-users] Encoding problem on incoming email Hello, I have a problem with encoding on incoming emails. I've read about some problems in earlier version of RT with "8-bit" versus "8bit" but that shouldn't affect me as RT version I use is 3.4.4 and I've checked SendEmail.pm (this also seems to be only for outgoing email). I can find no pattern after looking at the full headers other than I see that the X-RT-Original-Encoding is GB2312. Has anyone seen this before? Thanks, Duncan From receber.news at gmail.com Fri Jul 14 08:09:20 2006 From: receber.news at gmail.com (Leonardo Grillo (news)) Date: Fri, 14 Jul 2006 09:09:20 -0300 Subject: [rt-users] OIM FILES Message-ID: <997886d80607140509m50d33d9fk8ea4539c890b707a@mail.gmail.com> Hi, Anyone know where i download the oim files, the server is down... if anyone could send to me.... tks. -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnesaw at ucrwcu.rwc.uc.edu Fri Jul 14 08:12:13 2006 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 14 Jul 2006 08:12:13 -0400 Subject: [rt-users] Error after initial setup: DBI connect . . . failed: Access denied In-Reply-To: <44B6B06D.3020405@ltsp.edu> References: <44B6B06D.3020405@ltsp.edu> Message-ID: <44B78A1D.3060200@ucrwcu.rwc.uc.edu> Stop apache rm -rf /rtdir/var/mason_data/* start apache Kyle Barger wrote: > Hi all, > > I'm putting in a new install of RT 3.6.0 on Fedora Core 4. The Fedora > is very generic; I haven't done hardly any customization of the > defaults. mysql 4.1.6, apache 2.0.54, perl 5.8.6. > > The installation seemed to go fine (after I tracked down all the perl > dependencies) but I am now getting this error in the apache log when I > visit the RT URL. (Browser shows a 500 error) > > ------- > DBI connect('dbname=rt3;host=localhost','rt_user',...) failed: Access > denied for user 'rt_user'@'localhost' (using password: YES) at > /usr/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 108 > > [Thu Jul 13 16:26:52 2006] [error] [client 10.0.2.14] Connect Failed > Access denied for user 'rt_user'@'localhost' (using password: YES)\n > at /opt/rt3/lib/RT.pm line 176\n > ------- > > I did keep the default database username of rt_user but I changed the > password. I've verified that the password I gave on the configure > command line did show up in the /opt/rt3/etc versions of the config > files. The database itself seems to be fine, as I can connect to it > and list tables etc. using mysql from the command line with the user & > password that are in the config files. > > I must be missing something really simple, but I can't figure out > what. Any suggestions? -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From barnesaw at ucrwcu.rwc.uc.edu Fri Jul 14 08:20:50 2006 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 14 Jul 2006 08:20:50 -0400 Subject: [rt-users] GD dependency on RT 3.6.0 In-Reply-To: <20060711132927.40215.qmail@web52906.mail.yahoo.com> References: <20060711132927.40215.qmail@web52906.mail.yahoo.com> Message-ID: <44B78C22.4010409@ucrwcu.rwc.uc.edu> I found that I had to install gd-devel, libpng-devel, and libjpeg-devel (this may have been for another app I'm working with) before I could get GD and GD::Graph installed properly. CentOS 4.2. Shannon Adams wrote: > I'm trying to install RT 3.6.0 on FC5. I have all the > dependencies installed except GD. > > GD ...MISSING > GD::Graph ...MISSING > GD::Text ...MISSING > > I've tried: > perl -MCPAN -e shell > install (and force) GD > > I get: > /usr/bin/ld: cannot find -lfontconfig > > collect2: ld returned 1 exit status > > make: *** [blib/arch/auto/GD/GD.so] Error 1 > > /usr/bin/make -- NOT OK > > Running make test > > Can't test without successful make > > Running make install > > make had returned bad status, install seems > impossible > Failed during this command: > > LDS/GD-2.34.tar.gz : make > NO > > Can someone lead me through loading this dependency > manually? > > Thanks, > Shannon > > > __________________________________________________ > Do You Yahoo!? > Tired of spam? Yahoo! Mail has the best spam protection around > http://mail.yahoo.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From ruslan.zakirov at gmail.com Fri Jul 14 08:38:49 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 14 Jul 2006 16:38:49 +0400 Subject: [rt-users] RTx-Shredder question In-Reply-To: References: Message-ID: <589c94400607140538g2d3adba6h30927bd5dc83068@mail.gmail.com> As I remember one of users reported that shredder deletes 500 records from different tables of his DB for four tickets only. Really the tickets table is "la punta dell'iceberg". On 7/13/06, spydrrrrr at gmail.com wrote: > I had a question about removing ticket from the database... > > I am not a database expert so this will be a "green" question... > > Instead of using RTx-Shredder why can't I simply run a query against the > database to remove any tickets with the status of deleted? Will that leave > too many other linked tables with data that is not linked? Is that why we > should use RTx-Shredder? > > On my test Installs of RT I have deleted data this way without an issue... > > Just curious... > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > > -- Best regards, Ruslan. From ruediger.riediger at sun.com Fri Jul 14 08:54:40 2006 From: ruediger.riediger at sun.com (Ruediger Riediger) Date: Fri, 14 Jul 2006 14:54:40 +0200 Subject: [rt-users] Odd number of elements in anonymous hash? Message-ID: <44B79410.9010302@sun.com> Hello everyone, we have installed RT 3.0.12 (yeah - quite old, but we need it for RTIR1.0.6) onto a fresh perl 5.8.8 and mysql 5.0.22 (self compiled) on Solaris 10. The vanilla installation (just RT3 - no configuration done) gives the following error: Odd number of elements in anonymous hash at /opt/rt3/lib/RT/User_Overlay.pm line 65, line 1.\n (/opt/rt3/lib/RT.pm:248)\n which poitns to sub _ClassAccessible { { id => {read => 1, type => 'int(11)', default => ''}, Name => {read => 1, write => 1, public => 1, admin => 1, type => 'varchar(120)', default => ''}, [..] Anyone has seen this before? Is MySQL 5.0 too new to use with RT3.0? Best regards, Ruediger Riediger -- Dr. Ruediger Riediger Sun Microsystems GmbH NSG - SunCERT Komturstr. 18a mailto:Ruediger.Riediger at Sun.com D-12099 Berlin ------------------------------------------------------------------------ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ------------------------------------------------------------------------ PGP 2048RSA/0x2C5020E9 964C E189 0FF0 8882 2BAB 65E2 6912 1FF2 ------------------------------------------------------------------------ From phayes at paddypower.com Fri Jul 14 10:05:06 2006 From: phayes at paddypower.com (Hayes, Paul) Date: Fri, 14 Jul 2006 15:05:06 +0100 Subject: [rt-users] ticket/transaction object model Message-ID: I am currently amending some templates , and so far, I've based my changes on cutting and pasting propereties from other templates. Now I've hit a problem, I want to display a property that I haven't seen anywhere else (the name of the person who sent the replay on the ticket). Is there anywhere that will tell me the objects/properties of the Transaction and Ticket objects? I've looked at http://wiki.bestpractical.com/index.cgi?ObjectModel on the wiki but it doesn't make much sense and I don't have access to install the add-ons mentioned. e.g. so far I know of $Ticket->Subject $Ticket->id $Ticket->QueueObj->Name $Ticket->OwnerObj->Name $Ticket->RequestorAddresses $Ticket->Status $Transaction->Description $Transaction->Subject Etc. So I suppose I'm looking for something like $Transaction->Userupdated ?????? Thanks, Paul ________________________________________________________________________ Privileged, confidential and/or copyright information may be contained in this communication. This e-mail and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended addressee, you may not copy, forward, disclose or otherwise use this e-mail or any part of it in any way whatsoever. To do so is prohibited and may be unlawful. If you have received this email in error please notify the sender immediately. Paddy Power PLC may monitor the content of e-mail sent and received for the purpose of ensuring compliance with its policies and procedures. ________________________________________________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: From rickr at rice.edu Fri Jul 14 11:25:30 2006 From: rickr at rice.edu (Rick Russell) Date: Fri, 14 Jul 2006 10:25:30 -0500 Subject: [rt-users] ticket/transaction object model In-Reply-To: References: Message-ID: <44B7B76A.7040009@rice.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 > Now I?ve hit a problem, I want to display a property that I haven?t seen > anywhere else (the name of the person who sent the replay on the > ticket). Is there anywhere that will tell me the objects/properties of Assuming that the reply is the current transaction, For the full name: $Transaction->CreatorObj->RealName For the e-mail: $Transaction->CreatorObj->EmailAddress Now if the reply you're referring to is NOT the current transaction (i.e., you're triggering on something other than a Correspond transaction), then it gets complicated and you have to loop through the $Ticket->Transactions object to find the most recent Correspond on the ticket. I can post some code if you want. Rick R. -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.3 (MingW32) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFEt7dqXIxWysfLtmkRAjdXAJ42go4YdILjiSWWxxxNRW2q68ITaQCeNtEe jNsYTOOcDh/cjjDsPtxkVVQ= =ezMM -----END PGP SIGNATURE----- From trs at bestpractical.com Fri Jul 14 11:38:31 2006 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 14 Jul 2006 11:38:31 -0400 Subject: [rt-users] 3.6.0 speed improvements In-Reply-To: <44B77201.8090407@bubbles-it.be> References: <158277e20607131608xfb47bd5ub219c2f8e95c8131@mail.gmail.com> <44B77201.8090407@bubbles-it.be> Message-ID: <44B7BA77.4070600@bestpractical.com> Niels Huylebroeck wrote: > Jesse : > If you could give an educated guess if disabling the js and css from > mason completely would actually impair functionality or stability ? The CSS and JS contains mason comments (so <%doc> and %#), which means that if it's unparsed by Mason, those won't be whisked away before the browser tries to parse it. Some browsers may handle it well and still apply the CSS/JS correctly, others may not. If you're going to disable their mason parsing, I really suggest removing any mason commands in the file. Tom From ESchultz at corp.untd.com Fri Jul 14 11:50:26 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Fri, 14 Jul 2006 08:50:26 -0700 Subject: [rt-users] Discrepancy in Ticket count and Next / Previous pagelinks on Search->Display page Message-ID: <5613F89D78D2F545A40423EBA5535C3010984614@LAXEVS01.lax.corp.int.untd.com> I'd also run into the problem and mentioned it on the list. I offered a solution, but was told that it wasn't worth the performance hit to report accurate information. In case you are interested, I'll provide here any way. I created a new subroutine in lib/RT/Tickets_Overlay.pm: + # {{{ sub NumTickets + sub NumTickets { + my $self = shift; + + my $i = 0; + while ($self->Next) { + $i++; + } + return $i; + } + + # }}} + Then changed this line in share/html/Search/Results.html: $ticketcount = $session{tickets}->CountAll(); to $ticketcount = $session{tickets}->NumTickets(); Lastly, I modified share/html/Elements/TicketList as such (bear in mind that I've made other mods to the file, so my line numbering may not match up with yours): @@ -59,12 +59,12 @@ maxitems => $maxitems &> % } -% my $i; +% my $TotalFound; % while (my $record = $Collection->Next) { -% $i++; +% $TotalFound++; % # Every ten rows, flush the buffer and put something on the page. -% $m->flush_buffer() unless ($i % 10); -<& /Elements/CollectionAsTable/Row, Format => \@Format, i => $i, record => $record, maxitems => $maxitems &> +% $m->flush_buffer() unless ($TotalFound % 10); +<& /Elements/CollectionAsTable/Row, Format => \@Format, i => $TotalFound, record => $record, maxitems => $maxitems &> % }
<&|/l&>Priority:<&/Elements/SelectPriority, name=>"Priority", default=>$TicketObj->Priority &>
<&|/l&>Final Priority:<&/Elements/SelectPriority, name=>"FinalPriority", default=>$TicketObj->FinalPriority &>
<&|/l&>Priority:<%$Ticket->PriorityAsString()%>/<%$Ticket->FinalPriorityAsString()%><%$Ticket->Priority%>/<%$Ticket->FinalPriority %>
<&|/l&>Queue:
@@ -137,7 +137,6 @@ $Collection->OrderBy(FIELD => $OrderBy, ORDER => $Order); $Collection->RowsPerPage($Rows) if ($Rows); $Collection->GotoPage($Page-1); # SB uses page 0 as the first page -my $TotalFound = $Collection->CountAll(); <%ARGS> -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Himanshu Agrawal Sent: Thursday, July 13, 2006 2:46 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Discrepancy in Ticket count and Next / Previous pagelinks on Search->Display page After performing a search, the results page displays 'Found X Tickets' as heading. This count includes tickets for which the user does not have 'Show Ticket' rights. To reproduce: 1. Create a user (say TestUser) and a queue (say TestQueue) such that TestUser has rights only in TestQueue. 2. Create a ticket in TestQueue, say Test Ticket. 3. Perform a search - Queue = 'TestQueue' The Ticket count displayed in heading will not match the actual number of tickets displayed on results page. Also, as TestQueue contains only a single ticket, so Next and Previous page links should not be visible. I am not proficient in Perl and could not infer much from rt3/share/html/Search/Results.html and rt3/share/html/Elements/ListActions scripts. Please point me right direction. I'm using RT 3.4 on Linux RedHat 9 with Apache 2 and Perl 5.8.8. Thanks and regards, Himanshu Agrawal _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From ESchultz at corp.untd.com Fri Jul 14 12:01:08 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Fri, 14 Jul 2006 09:01:08 -0700 Subject: [rt-users] Q: build a ticket query that selects empty custom fields Message-ID: <5613F89D78D2F545A40423EBA5535C3010984632@LAXEVS01.lax.corp.int.untd.com> You didn't saw what version of 3.4. Shall I assume 3.4.0? In 3.4.4, lib/RT/Tickets_Overlay.pm was fixed such that you could do this query. The relevant code appears to be: my $null_columns_ok; ! if ( ( $op =~ /^IS$/i ) or ( $op =~ /^NOT LIKE$/i ) or ( $op eq '!=' ) ) { $null_columns_ok = 1; } changed to: my $null_columns_ok; ! if ( ( $op =~ /^NOT LIKE$/i ) or ( $op eq '!=' ) ) { $null_columns_ok = 1; } Hope that helps. Eric Schultz United Online -----Original Message----- From: John H. Nyhuis [mailto:cabal at u.washington.edu] Sent: Thursday, July 13, 2006 10:42 AM To: Schultz, Eric Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] Q: build a ticket query that selects empty custom fields Sorry, RT version is 3.4 on FreeBSD, using Apache 1.3 +modssl +modperl and MySQL. Thanks, John H. Nyhuis Sr. Computer Specialist Dept. of Pediatrics HS RR349B, Box 356320 University of Washington Desk: (206)-685-3884 cabal at u.washington.edu On Wed, 12 Jul 2006, Schultz, Eric wrote: > What version of RT? > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of John H. > Nyhuis > Sent: Wednesday, July 12, 2006 2:58 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Q: build a ticket query that selects empty custom > fields > > Greetings, > > I am trying to build a ticket query that will select all tickets > > that have a custom field that did not get filled in by our field techs. > The custom field I am interested in is a text area. > I have tried a variety of combinations (such as less then 1 and > white space of various types) but > empty fields are not considered, and so are not selected. > Has anyone figured out how to do this and would be willing to > share? > > Thanks in advance, > > John H. Nyhuis > Sr. Computer Specialist > Dept. of Pediatrics > HS RR349B, Box 356320 > University of Washington > Desk: (206)-685-3884 > cabal at u.washington.edu > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > From mb at cowville.org Fri Jul 14 12:33:23 2006 From: mb at cowville.org (mb at cowville.org) Date: Fri, 14 Jul 2006 09:33:23 -0700 Subject: [rt-users] Locking a field Message-ID: <20060714093323.kgonnzhavni8o444@www.cowville.org> Hello all! I'm running RT, v 3.6.0 on RHEL ES v4. I'm setting up this RT instance to authenticiate users through my University's web-based authenticiation system, then give them limited access so they can create tickets. Long story short, my goal is to not allow (unprivleged) users to modify the "Requestor" field for a new ticket that they are creating. The only way that I could think of was to create and modify a /local/html/SelfService/Create.html file, doing something like adding DISABLED to the end of the input tag for that field. I realize it's theoretically possible for a savvy user to modify the headers (or thier browser) and thus thwart this protection, but that risk is one that I guess I'd be willing to take - I'm more concerned about it getting accidentally changed by a user. Is there a better way to do this within the interface of RT, or is this the best way? Thanks! -Micah Berman From mikef at ack.Berkeley.EDU Fri Jul 14 13:18:36 2006 From: mikef at ack.Berkeley.EDU (Mike Friedman) Date: Fri, 14 Jul 2006 10:18:36 -0700 (PDT) Subject: [rt-users] Setting up a restricted queue In-Reply-To: <44B64FCB.40104@rice.edu> References: <44B64FCB.40104@rice.edu> Message-ID: <20060714100801.Y27863@malcolm.berkeley.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I think I know the answer to this, but I want to make sure. I'm going to have to set up a new queue that will be restricted to a small set of privileged users. But I currently have most rights assigned globally, to a small set of groups, including 'Everyone' and 'Privileged. Since there doesn't appear to be a way to *subtract* global rights from specific queues, does this mean I have no choice but to replicate all the global rights that I don't want to apply to the new restricted queue into each of the other queues (and then delete the global rights)? It would be nice not to have to do this, as we have several queues so it can be a tedious process. I'm wondering if there is a technique I can use to avoid this, though I suspect the answer is not what I want to hear. 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://socrates.berkeley.edu/~mikef http://security.berkeley.edu _________________________________________________________________________ -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQA/AwUBRLfR8K0bf1iNr4mCEQLd1QCg6U+cTgyT3Zg6jR91smzQ3DTMg0UAmwbC 3VSTGwhxs2O6OWGncPAiGdyo =qtKQ -----END PGP SIGNATURE----- From KFCrocker at lbl.gov Fri Jul 14 15:09:39 2006 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 14 Jul 2006 12:09:39 -0700 Subject: [rt-users] Setting up a restricted queue In-Reply-To: <20060714100801.Y27863@malcolm.berkeley.edu> References: <44B64FCB.40104@rice.edu> <20060714100801.Y27863@malcolm.berkeley.edu> Message-ID: <44B7EBF3.70501@lbl.gov> Mike, As far as i know, you hit it already. We have 50 Queues. Because we want so many of them to be run independently, we have very few Global rights and grant most of the privileges at the Queue level. Initially, we had a lot of overlap and redundancy so it took alot of work to do it this way but now that it's done, it was worth bitting the bullet. Kenn LBNL Mike Friedman wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > I think I know the answer to this, but I want to make sure. > > I'm going to have to set up a new queue that will be restricted to a > small set of privileged users. But I currently have most rights > assigned globally, to a small set of groups, including 'Everyone' and > 'Privileged. > > Since there doesn't appear to be a way to *subtract* global rights from > specific queues, does this mean I have no choice but to replicate all > the global rights that I don't want to apply to the new restricted queue > into each of the other queues (and then delete the global rights)? > > It would be nice not to have to do this, as we have several queues so it > can be a tedious process. I'm wondering if there is a technique I can > use to avoid this, though I suspect the answer is not what I want to hear. > > 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://socrates.berkeley.edu/~mikef http://security.berkeley.edu > _________________________________________________________________________ > > -----BEGIN PGP SIGNATURE----- > Version: PGP 6.5.8 > > iQA/AwUBRLfR8K0bf1iNr4mCEQLd1QCg6U+cTgyT3Zg6jR91smzQ3DTMg0UAmwbC > 3VSTGwhxs2O6OWGncPAiGdyo > =qtKQ > -----END PGP SIGNATURE----- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy > a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > > From jokermjs19 at comcast.net Fri Jul 14 18:04:03 2006 From: jokermjs19 at comcast.net (theillien) Date: Fri, 14 Jul 2006 18:04:03 -0400 Subject: [rt-users] Question In-Reply-To: <997886d80607131619v42ef5290v5a1c5225d6608cca@mail.gmail.com> References: <997886d80607130626h139afdaes3aa209b76e6a8e1c@mail.gmail.com> <44B6A98E.6090804@comcast.net> <997886d80607131619v42ef5290v5a1c5225d6608cca@mail.gmail.com> Message-ID: <44B814D3.20805@comcast.net> That I can't help with. I used Fedora Core 5 with RT v3.6.0. I know very little about Windows. Mathew Snyder Leonardo Grillo (news) wrote: > thanks Dude, > Ive donloaded, but it tryed to download some files but didnt downloaded... > what i can do? the webserver did not work as well > > thanks > > > > 2006/7/13, theillien >: > > http://wiki.bestpractical.com/index.cgi?WindowsOSInstallGuide > > > Leonardo Grillo (news) wrote: > > Hi Folks, > > > > Im new at this list... > > > > i want to know if there is any version to run RT on a Windows > Server and > > if have some translation to portuguease (brazil)... > > > > Thanks. > > > > Leonardo. > > > > > > > ------------------------------------------------------------------------ > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > > From DTaylor at cidc.com Fri Jul 14 18:08:37 2006 From: DTaylor at cidc.com (Drew Taylor) Date: Fri, 14 Jul 2006 18:08:37 -0400 Subject: [rt-users] Documentation bug: %Tickets in Templates Message-ID: <61635F141D37624DB4F228F9767295AD03102B3F@dice2.gvcorp.grandvirtual.com> On the Wiki page ManualApprovals, when talking about the %Tickets hash it neglects to mention that the template id (===Create-Ticket: myid) will actually be "create-myid" for Created tickets, "update-myid" for Update-Ticket, etc as opposed to just "myid". This is in RT 3.6.0. Is this a new behavior or has no-one actually used this functionality? Neither the RT book nor any wiki pages mention this little catch. :-) Once I changed my Template to use $Tickets{'create-application'} everything worked fine. In our case, we have a deep hierarchy of approvals. Master ticket is created, which creates subtickets based on Custom Fields. Then those subtickets need to be approved. This workflow is from the Workflow wiki page, and it looks like it will serve us well. I wish though that I could avoid creating a whole series of "On XXX" conditions though... We have 15 conditions I have to check ATM. For the record, this is the working template: ===Create-Ticket: application Subject: Setup Bugzilla account Parents: TOP Queue: User Change Owner: dtaylor Content: A user needs an application account setup. Please see the parent ticket for details. ENDOFCONTENT ===Create-Ticket: approval Subject: Approval needed for Bugzilla account Type: approval Depended-On-By: { $Tickets{'create-application'}->Id } Queue: ___Approvals Owner: dtaylor Content: A bugzilla ticket has been submitted. You should review and approve it, so they can finish their work. See the Master ({ $RT::WebURL }Ticket/Display?id={ $Tickets{'TOP'}->Id }) and Application ({ $RT::WebURL }Ticket/Display?id={ $Tickets{'create-application'}->Id }) tickets for more information. Thank you. ENDOFCONTENT Thanks, Drew From joby at u.washington.edu Fri Jul 14 19:54:19 2006 From: joby at u.washington.edu (Joby Walker) Date: Fri, 14 Jul 2006 16:54:19 -0700 Subject: [rt-users] 3.6.0 speed improvements In-Reply-To: <158277e20607131608xfb47bd5ub219c2f8e95c8131@mail.gmail.com> References: <158277e20607131608xfb47bd5ub219c2f8e95c8131@mail.gmail.com> Message-ID: <44B82EAB.7040802@u.washington.edu> Mike Taht wrote: > 2) Still, it was fetching all those files on every request, and arguably > the only one that ever changes is the main web page. > > Is there a better way to do this? > Still using 3.4.x, but we've modified the local/html/NoAuth directory so that the content does not need to be parsed by a mason (e.g., the css files), and then added: Alias /NoAuth/ /data/rt/local/html/NoAuth/ AllowOverride None order deny,allow allow from all before the rest of the RT directives. Thus apache is handling the content directly rather than letting Mason unnecessarily use CPU, IO, and bandwidth. Joby Walker C&C SSG, University of Washington From rt at kenrobertson.com Fri Jul 14 22:54:24 2006 From: rt at kenrobertson.com (ken robertson) Date: Sat, 15 Jul 2006 12:54:24 +1000 Subject: [rt-users] Question - RT on Windows In-Reply-To: <44B814D3.20805@comcast.net> References: <997886d80607130626h139afdaes3aa209b76e6a8e1c@mail.gmail.com> <44B6A98E.6090804@comcast.net> <997886d80607131619v42ef5290v5a1c5225d6608cca@mail.gmail.com> <44B814D3.20805@comcast.net> Message-ID: <44B858E0.3030107@kenrobertson.com> G'day, You might consider looking at http://www.netvigilance.com/winrt They host a couple of versions for the Windows platform. One labelled 3.0.16, which looks very similar to the modified 3.0.12 version previously published/hosted by Audrey (Autrijus) Tang (=Our Internet), and a newer version labelled 3.4.5. There's also a support blog listing a few edits of responses to problems. I can't offer any further comment. -- Regards Ken theillien said the following on 2006-07-15 08:04: > That I can't help with. I used Fedora Core 5 with RT v3.6.0. I know > very little about Windows. > Mathew Snyder > Leonardo Grillo (news) wrote: >> thanks Dude, >> Ive donloaded, but it tryed to download some files but didnt >> downloaded... >> what i can do? the webserver did not work as well >> >> thanks >> >> 2006/7/13, theillien > >: >> http://wiki.bestpractical.com/index.cgi?WindowsOSInstallGuide >> >> Leonardo Grillo (news) wrote: >> > Hi Folks, >> > >> > Im new at this list... >> > >> > i want to know if there is any version to run RT on a Windows >> Server and >> > if have some translation to portuguease (brazil)... >> > >> > Thanks. >> > >> > Leonardo. From jesse at bestpractical.com Sat Jul 15 12:44:12 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 15 Jul 2006 12:44:12 -0400 Subject: [rt-users] 3.6.0 speed improvements In-Reply-To: <44B76AB7.40406@pipex.net> References: <158277e20607131608xfb47bd5ub219c2f8e95c8131@mail.gmail.com> <20060713231258.GQ20065@bestpractical.com> <44B76AB7.40406@pipex.net> Message-ID: On Jul 14, 2006, at 5:58 AM, Roy El-Hames wrote: > Jesse; > When is the planned release for 3.6.1, I am planning an upgrade to > 3.6 and from I 've been reading it sounds its worth waiting till 3.6.1 > Roy We, as a matter of course, do not promise release dates, other than to support customers. I'm not convinced that we have the auto-logout bug that some folks are seeing licked. That's a showstopper for 3.6.1. Jesse From jesse at bestpractical.com Sat Jul 15 13:26:35 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 15 Jul 2006 13:26:35 -0400 Subject: [rt-users] 3.6 continual re-login issue [A Fix!] In-Reply-To: <44B52FFD.9040403@pipex.net> References: <200607121617.k6CGHtSV023147@harper.uchicago.edu> <33456A64-BE7A-452E-B83E-21EF8105ECA1@bestpractical.com> <44B52FFD.9040403@pipex.net> Message-ID: <816300A2-7262-426D-A186-3E3B4F7D7C41@bestpractical.com> On Jul 12, 2006, at 1:23 PM, Roy El-Hames wrote: > Jesse; > my dev system rt-3.6 ,perl, v5.8.8 , apache 2.0.58, dbix 1.43, > mysql 5.0.19 on gentoo system , I had this/similar problem with DBD- > mysql 3.0003, fixed with moving to DBD-mysql 3.0002 .. no sign of > this problem since.. > Roy Can you tell me if this still happens with 3.0006? From jokermjs19 at comcast.net Sat Jul 15 23:11:40 2006 From: jokermjs19 at comcast.net (Mathew Snyder) Date: Sat, 15 Jul 2006 23:11:40 -0400 Subject: [rt-users] totally random question about css Message-ID: <44B9AE6C.9080801@comcast.net> We have v3.6.0 live as of a few minutes ago. I've customized the colors to match our company scheme but have found a section that doesn't have color but seems as if it should. The section is the queue headers that list the column headers selected to be displayed. If I recall correctly, it should have some color but is instead just white. Where would I set the color for this? Thanks -- Mathew Snyder From jokermjs19 at comcast.net Sun Jul 16 00:13:39 2006 From: jokermjs19 at comcast.net (Mathew Snyder) Date: Sun, 16 Jul 2006 00:13:39 -0400 Subject: [rt-users] page refresh setting Message-ID: <44B9BCF3.2060106@comcast.net> Is there a location to globally set the page refresh rate so it is the same whenever someone logs in? In v3.0.9 it defaulted to 2 minutes. In v3.6.0 it defaults to to "Don't refresh this page." I would like to set it for everyone to default to every 2 minutes. -- If we don't protect freedom of speech, how will we know who the assholes are? From receber.news at gmail.com Sun Jul 16 09:29:29 2006 From: receber.news at gmail.com (Leonardo Grillo (news)) Date: Sun, 16 Jul 2006 10:29:29 -0300 Subject: [rt-users] Question In-Reply-To: <44B7D277.5030401@attglobal.net> References: <997886d80607130626h139afdaes3aa209b76e6a8e1c@mail.gmail.com> <44B6A98E.6090804@comcast.net> <997886d80607131619v42ef5290v5a1c5225d6608cca@mail.gmail.com> <44B7D277.5030401@attglobal.net> Message-ID: <997886d80607160629s20859bcdjeee0f7494c4696f2@mail.gmail.com> Thanks for this link, there is many useful informations.... but i think, you may be more helpful if you try to help, and not to say things like this.... anyway, thanks for the helpful info!!! 2006/7/14, Barry L. Kline : > > Leonardo Grillo (news) wrote: > > thanks Dude, > > Ive donloaded, but it tryed to download some files but didnt > downloaded... > > what i can do? the webserver did not work as well > > > > thanks > > Hi Leonardo. > > I think you'd be best served reading the document at this link: > > http://www.catb.org/~esr/faqs/smart-questions.html > > and then try again later. This list is a great source of information > and I'm sure that you'll get a much better response if you follow the > guidelines found at that URL. > > Barry > -------------- next part -------------- An HTML attachment was scrubbed... URL: From taan at cryologic.com Sun Jul 16 20:51:14 2006 From: taan at cryologic.com (taan) Date: Mon, 17 Jul 2006 10:51:14 +1000 Subject: [rt-users] customising the display of roles Message-ID: <44BADF02.4060307@cryologic.com> In RT-3.6.0 we use the built-in roles for different purposes depending on queue. For instance in one queue we use the AdminCC role for people that MUST add information to a ticket, where in another queue we use AdminCC as the person responsible for managing the ticket as it is assigned different Owners. The main problem is that even with adequate training and step-by-step guides the roles can be confused, especially during ticket creation. I would like to be able to customise the display of roles on the ticket creation page depending on queue (eg instead of AdminCC, display Manager). I could do something equivalent using custom fields and scrips, or using a web form for ticket entry, but was wondering if it would be more or less complicated to modify the ticket creation page, my preferred solution. Has anybody had a similar requirement and if so how have you handled it? regards Taan Lindemans From todd at chaka.net Sun Jul 16 21:21:56 2006 From: todd at chaka.net (Todd Chapman) Date: Sun, 16 Jul 2006 21:21:56 -0400 Subject: [rt-users] customising the display of roles In-Reply-To: <44BADF02.4060307@cryologic.com> References: <44BADF02.4060307@cryologic.com> Message-ID: <20060717012156.GA22032@chaka.net> On Mon, Jul 17, 2006 at 10:51:14AM +1000, taan wrote: > In RT-3.6.0 we use the built-in roles for > different purposes depending on queue. For > instance in one queue we use the AdminCC role > for people that MUST add information to a > ticket, where in another queue we use AdminCC as > the person responsible for managing the ticket > as it is assigned different Owners. > > The main problem is that even with adequate > training and step-by-step guides the roles can > be confused, especially during ticket creation. > I would like to be able to customise the display > of roles on the ticket creation page depending > on queue (eg instead of AdminCC, display > Manager). > > I could do something equivalent using custom > fields and scrips, or using a web form for > ticket entry, but was wondering if it would be > more or less complicated to modify the ticket > creation page, my preferred solution. > > Has anybody had a similar requirement and if so > how have you handled it? > In AssetTracker the roles code was rewritten to support the creation of new roles. This could be done for RT. I would only do it if the code would be seriously considered for RT core. -Todd From taan at cryologic.com Sun Jul 16 21:39:15 2006 From: taan at cryologic.com (taan) Date: Mon, 17 Jul 2006 11:39:15 +1000 Subject: [rt-users] customising the display of roles In-Reply-To: <20060717012156.GA22032@chaka.net> References: <44BADF02.4060307@cryologic.com> <20060717012156.GA22032@chaka.net> Message-ID: <44BAEA43.10407@cryologic.com> > In AssetTracker the roles code was rewritten > to support the creation of new roles. This > could be done for RT. I would only do it > if the code would be seriously considered > for RT core. > > -Todd I would certainly find it a useful feature (along with finer grade ACLs, while we're talking feature requests). Taan From todd at chaka.net Mon Jul 17 00:42:40 2006 From: todd at chaka.net (Todd Chapman) Date: Mon, 17 Jul 2006 00:42:40 -0400 Subject: [rt-users] customising the display of roles In-Reply-To: <44BAEA43.10407@cryologic.com> References: <44BADF02.4060307@cryologic.com> <20060717012156.GA22032@chaka.net> <44BAEA43.10407@cryologic.com> Message-ID: <20060717044240.GB22032@chaka.net> On Mon, Jul 17, 2006 at 11:39:15AM +1000, taan wrote: > >In AssetTracker the roles code was rewritten > >to support the creation of new roles. This > >could be done for RT. I would only do it > >if the code would be seriously considered > >for RT core. > > > >-Todd > > I would certainly find it a useful feature > (along with finer grade ACLs, while we're > talking feature requests). > Finer grain ACLs? From taan at cryologic.com Mon Jul 17 01:43:13 2006 From: taan at cryologic.com (taan) Date: Mon, 17 Jul 2006 15:43:13 +1000 Subject: [rt-users] customising the display of roles In-Reply-To: <20060717044240.GB22032@chaka.net> References: <44BADF02.4060307@cryologic.com> <20060717012156.GA22032@chaka.net> <44BAEA43.10407@cryologic.com> <20060717044240.GB22032@chaka.net> Message-ID: <44BB2371.5010109@cryologic.com> Todd Chapman wrote: > On Mon, Jul 17, 2006 at 11:39:15AM +1000, taan wrote: >>> In AssetTracker the roles code was rewritten >>> to support the creation of new roles. This >>> could be done for RT. I would only do it >>> if the code would be seriously considered >>> for RT core. >>> >>> -Todd >> I would certainly find it a useful feature >> (along with finer grade ACLs, while we're >> talking feature requests). >> > Finer grain ACLs? Right to assign owner but not status, rights to modify custom fields by role and per queue. From mikko.lipasti at polarcom.fi Mon Jul 17 01:55:57 2006 From: mikko.lipasti at polarcom.fi (Mikko Lipasti) Date: Mon, 17 Jul 2006 08:55:57 +0300 Subject: [rt-users] Attaching already uploaded attachments to outbound mail Message-ID: <1153115757.7296.6.camel@localhost.localdomain> Hello, I'd like to know if the following is already possible somehow: 1. Comment, upload (say) Attachment.pdf 2. Reply, select the already uploaded Attachment.pdf to be sent as attachment At the moment (pretty much stock 3.6.0) I have to: 1. Comment, upload Attachment.pdf 2. Download Attachment.pdf 3. Reply, upload the Attachment.pdf again 4. Somehow deal with the fact that there are two identical Attachment.pdfs with differing timestamps Best regards, -- Mikko Lipasti Polarcom Consulting Oy From cflau at clustertech.com Mon Jul 17 04:37:59 2006 From: cflau at clustertech.com (John Lau) Date: Mon, 17 Jul 2006 16:37:59 +0800 Subject: [rt-users] Hide email quoted text Message-ID: <44BB4C67.1070307@clustertech.com> Hi, I have a problem that the client always reply email when quoted text. But the quoted text is actually stored in the ticket so that it is duplicated. Is there any settings/functions to hide those quoted text, like gmail does? It would be a useful feature I think. Best regards, John Lau -- John Lau Chi Fai Cluster Technology Ltd. cflau at clustertech.com From phayes at paddypower.com Mon Jul 17 06:27:43 2006 From: phayes at paddypower.com (Hayes, Paul) Date: Mon, 17 Jul 2006 11:27:43 +0100 Subject: [rt-users] (no subject) Message-ID: Hi, I have a custom status field that gives a more detailed breakdown of the tickets. I also have set up scrips to send notifications when this custom status changes. I did have notifications set up when the standard RT status changes, and On Resolve, but I want to remove these to reduce the volume of mails sent to users. The only open ended issue is that I'd like to ensure that if someone updates the RT status to 'resolved' , that it also updates the custom status to 'closed'. Is ther any way of doing this through a scrip? I've had a look on the wiki, and the only thing that came close was http://wiki.bestpractical.com/index.cgi?EditCustomFieldsOnUpdate ..but I'd like the custom status change to occur automatically without requiring user input. Thanks, Paul P.S. I am using RT 3.4.5 ________________________________________________________________________ Privileged, confidential and/or copyright information may be contained in this communication. This e-mail and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended addressee, you may not copy, forward, disclose or otherwise use this e-mail or any part of it in any way whatsoever. To do so is prohibited and may be unlawful. If you have received this email in error please notify the sender immediately. Paddy Power PLC may monitor the content of e-mail sent and received for the purpose of ensuring compliance with its policies and procedures. ________________________________________________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: From tsmith at loc.gov Mon Jul 17 09:36:08 2006 From: tsmith at loc.gov (Timothy Smith) Date: Mon, 17 Jul 2006 09:36:08 -0400 Subject: [rt-users] customising the display of roles Message-ID: >>> taan 07/16/06 8:51 PM >>> > I could do something equivalent using custom fields and > scrips, or using a web form for ticket entry, but was > wondering if it would be more or less complicated to > modify the ticket creation page, my preferred solution. Less complicated, I should think. That should be a very simple hack to Ticket/Create.html (and Update.html and others?, depending on whether or not you care if it still says "AdminCC" elsewhere). Tim From dshannon at techfluent.com Mon Jul 17 09:58:46 2006 From: dshannon at techfluent.com (Duncan Shannon) Date: Mon, 17 Jul 2006 08:58:46 -0500 Subject: [rt-users] Hide email quoted text Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB452B5436@TF-FS2.internal.techfluent.com> > I have a problem that the client always reply email when quoted text. > But the quoted text is actually stored in the ticket so that it is > duplicated. Is there any settings/functions to hide those quoted text, > like gmail does? It would be a useful feature I think. > This would be handy, and a previously requested feature at least once before. There was some debate last time about wether or not it was a good idea. I think the conclusion was that it would be handy, esp. if you could retrieve the entire ticket if you wanted (For documentation purposes). Here is a previous conversation I started: http://archives.free.net.ph/message/20051231.225018.128b0849.en.html Any chance you are a programmer and can help out with the feature with a patch? duncan From stefan.franck at interactive-objects.com Mon Jul 17 11:26:21 2006 From: stefan.franck at interactive-objects.com (Stefan Franck) Date: Mon, 17 Jul 2006 17:26:21 +0200 Subject: [rt-users] (no subject) In-Reply-To: References: Message-ID: <44BBAC1D.5020107@interactive-objects.com> Hi, setting Custom Fields by Scrips can be done via the following action: my $fname = [The name of the custom field] my $value = [The value which will be assigned] my $CF = RT::CustomField->new($RT::SystemUser); $CF->LoadByNameAndQueue(Name => $fname, Queue => $self->TicketObj->Queue); unless($CF->id) { # queue 0 is a special case, the global queue $CF->LoadByNameAndQueue(Name => $fname, Queue => '0'); } unless($CF->id) { $RT::Logger->error("No field ".$fname." in queue ". $self->TicketObj->QueueObj->Name); return undef; } $self->TicketObj->AddCustomFieldValue(Field => $CF, Value => $value, RecordTransaction => 0); A custom scrip with above action and condition "On Resolve" should do the job. Cheers, Stefan Hayes, Paul wrote: > Hi, > > > > I have a custom status field that gives a more detailed breakdown of the > tickets. I also have set up scrips to send notifications when this > custom status changes. I did have notifications set up when the standard > RT status changes, and On Resolve, but I want to remove these to reduce > the volume of mails sent to users. > > > > The only open ended issue is that I?d like to ensure that if someone > updates the RT status to ?resolved? , that it also updates the custom > status to ?closed?. Is ther any way of doing this through a scrip? > > > > I?ve had a look on the wiki, and the only thing that came close was > > http://wiki.bestpractical.com/index.cgi?EditCustomFieldsOnUpdate > > > > ..but I?d like the custom status change to occur automatically without > requiring user input. > > > > Thanks, > > Paul > > > > P.S. I am using RT 3.4.5 > > > ________________________________________________________________________ > Privileged, confidential and/or copyright information may be contained > in this communication. This e-mail and any files transmitted with it are > confidential and intended solely for the use of the individual or entity > to whom they are addressed. If you are not the intended addressee, you > may not copy, forward, disclose or otherwise use this e-mail or any part > of it in any way whatsoever. To do so is prohibited and may be unlawful. > If you have received this email in error > please notify the sender immediately. > > Paddy Power PLC may monitor the content of e-mail sent and received for > the purpose of ensuring compliance with its policies and procedures. > ________________________________________________________________________ > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From blkline at attglobal.net Mon Jul 17 11:51:37 2006 From: blkline at attglobal.net (Barry L. Kline) Date: Mon, 17 Jul 2006 11:51:37 -0400 Subject: [rt-users] Hide email quoted text In-Reply-To: <44BB4C67.1070307@clustertech.com> References: <44BB4C67.1070307@clustertech.com> Message-ID: <44BBB209.9060500@attglobal.net> John Lau wrote: > Hi, > > I have a problem that the client always reply email when quoted text. > But the quoted text is actually stored in the ticket so that it is > duplicated. Is there any settings/functions to hide those quoted text, > like gmail does? It would be a useful feature I think. Hi John. I agree with you concerning the duplicate text. I have tried encouraging the users to properly trim email (not only to RT but to everyone) but most just hit the "reply" button and start typing. One solution that I have been considering is having the quoted text pulled out of the email before delivery to RT. I can do that via a simple procmail script. Perhaps that might be one way of doing what you are trying to accomplish without having to do any customizations to your RT installation. Barry From ClancyIan at cel.ie Mon Jul 17 12:16:26 2006 From: ClancyIan at cel.ie (Ian Clancy) Date: Mon, 17 Jul 2006 17:16:26 +0100 Subject: [rt-users] RT LDAP with OpenLdap and Exchange 5.5 Message-ID: <44BBB7DA.4060502@cel.ie> Hi RT Users, I've successfully set up RT to authenticate users against an OpenLDAP Server (also used for Samba). We also have and Exchange 5.5 server on site that contains infotmation about users etc.. While i want to use OpenLDAP to authenticate against, i would like to pull user information from the Exchange 5.5 server. I'm just cant get the user info part working. I'm not really sure what settings i should have in RT_SiteConfig.pm for Exchange 5.5 for the following paramenters : This is what i have at the moment. Set($LdapAttrMap, {'Name' => 'uid', 'EmailAddress' => 'mail', 'Organization' => 'dc', 'RealName' => 'displayName', 'ExternalContactInfoId' => 'dn', 'ExternalAuthId' => 'uid', 'Gecos' => 'gecos', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'ou', 'Address2' => 'physicalDeliveryOfficeName'} ); Set($LdapInfoServer, 'pdc.cel'); Set($LdapInfoBase, 'ou=CEL,o=CEL'); Set($LdapInfoFilter, "(objectclass=*)"); Has anyone else had any luck pulling info from Exchange 5.5. -- Ian Clancy IT Co-ordinator Connaught Electronics Ltd. Dunmore Rd, Tuam, Co. Galway, Ireland. P : ++353 93 23151 F : ++353 93 23110 E : mailto:clancyian at cel.ie W : http://www.cel-europe.com From ch at westend.com Mon Jul 17 14:00:21 2006 From: ch at westend.com (Christian Hammers) Date: Mon, 17 Jul 2006 20:00:21 +0200 Subject: [rt-users] New script: rt-reminder-mails Message-ID: <20060717180021.GG19028@westend.com> Hello On http://wiki.bestpractical.com/index.cgi?rtReminderMails you can find a little script that mails if a reminder (this new 3.5 feature) is due in the next 48h. It mails to the owner of the ticket and the reminder or a specified adress if it's Nobody. bye, -christian- -- Christian Hammers WESTEND GmbH | Internet-Business-Provider Technik CISCO Systems Partner - Authorized Reseller L?tticher Stra?e 10 Tel 0241/701333-11 ch at westend.com D-52064 Aachen Fax 0241/911879 From ESchultz at corp.untd.com Mon Jul 17 14:11:06 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Mon, 17 Jul 2006 11:11:06 -0700 Subject: [rt-users] Hide email quoted text Message-ID: <5613F89D78D2F545A40423EBA5535C3010A3727B@LAXEVS01.lax.corp.int.untd.com> You will either end up with redundant data or complaining users. If you beat your users over the head with the policy to remove previous text when replying, they won't do it about 10% of the time. If instead you try to automate removal of quoted text, you get people like me complaining that you can't do inline replies, such as: ---------------------- > Where should this go? We can put it on box01.corp. > Do we need a backup instance? No, this is unimportant data. > I'd like to see this done by tomorrow, and if that isn't possible, the next day at the latest. You're insane! You'll be lucky to get this in two weeks. ---------------------- If you only ever use the email interface and not the web interface, and didn't save the email you sent, when you get the reply, it might not make sense without the context of the quoted text. Then there is also the trickiness of people who reply (like I just did) and have the feature to quote previous text turned off. Eric Schultz United Online -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Barry L. Kline Sent: Monday, July 17, 2006 8:52 AM To: Undisclosed-recipients Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Hide email quoted text John Lau wrote: > Hi, > > I have a problem that the client always reply email when quoted text. > But the quoted text is actually stored in the ticket so that it is > duplicated. Is there any settings/functions to hide those quoted text, > like gmail does? It would be a useful feature I think. Hi John. I agree with you concerning the duplicate text. I have tried encouraging the users to properly trim email (not only to RT but to everyone) but most just hit the "reply" button and start typing. One solution that I have been considering is having the quoted text pulled out of the email before delivery to RT. I can do that via a simple procmail script. Perhaps that might be one way of doing what you are trying to accomplish without having to do any customizations to your RT installation. Barry _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From cabal at u.washington.edu Mon Jul 17 14:13:12 2006 From: cabal at u.washington.edu (John H. Nyhuis) Date: Mon, 17 Jul 2006 11:13:12 -0700 (PDT) Subject: [rt-users] Q: can one add an additional column to the "RT at a glance" screen? Message-ID: Greetings, I would like to add a "requestor" column that displays the requestor of the the ticket on the "RT at a glance" screen. I don't want to make core changes to RT that would prevent me from upgrading it in the future. Currently, I am running RT 3.4 on Apache 1.3. Is there a way to do this already? Thanks, John H. Nyhuis Sr. Computer Specialist Dept. of Pediatrics HS RR349B, Box 356320 University of Washington Desk: (206)-685-3884 cabal at u.washington.edu From mike.taht at gmail.com Mon Jul 17 14:45:06 2006 From: mike.taht at gmail.com (Mike Taht) Date: Mon, 17 Jul 2006 11:45:06 -0700 Subject: [rt-users] 3.6.0 speed improvements In-Reply-To: <3C644BEA-CD00-431D-A56B-D083353D820D@khera.org> References: <158277e20607131608xfb47bd5ub219c2f8e95c8131@mail.gmail.com> <44B77201.8090407@bubbles-it.be> <3C644BEA-CD00-431D-A56B-D083353D820D@khera.org> Message-ID: <158277e20607171145h3a6d8ba5ibb6a81f87657138b@mail.gmail.com> On 7/17/06, Vivek Khera wrote: > > > On Jul 14, 2006, at 6:29 AM, Niels Huylebroeck wrote: > > >> # in httpd.conf > >> KeepAlive On > > I've now also turned this on, thanks for the heads-up hadn't noticed > > this before (I run Centos 4.3 and it's disabled by default too) > > You absolutely 100% don't want to do this on a busy public web site, > especially one behind a stateful firewall. Many web clients open up > multiple connections simultaneously and you then end up with a bunch > of servers in keepalive state, where they could be helping others. I understand. In my case it isn't (and it's set to only 15 seconds), and the caching works well for the other 15 static files, so keepalive is not required in the general case with caching turned turned on. for a small load internal application, you won't notice the difference. > > and if you have a stateful firewall, all those keepalive state > servers will suck up all the states on your firewall in no time flat. > > the redhat folks are not totally wrong in disabling it by default. > > > > -- Mike Taht PostCards From the Bleeding Edge http://the-edge.blogspot.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From vivek at khera.org Mon Jul 17 14:33:21 2006 From: vivek at khera.org (Vivek Khera) Date: Mon, 17 Jul 2006 14:33:21 -0400 Subject: [rt-users] 3.6.0 speed improvements In-Reply-To: <44B77201.8090407@bubbles-it.be> References: <158277e20607131608xfb47bd5ub219c2f8e95c8131@mail.gmail.com> <44B77201.8090407@bubbles-it.be> Message-ID: <3C644BEA-CD00-431D-A56B-D083353D820D@khera.org> On Jul 14, 2006, at 6:29 AM, Niels Huylebroeck wrote: >> # in httpd.conf >> KeepAlive On > I've now also turned this on, thanks for the heads-up hadn't noticed > this before (I run Centos 4.3 and it's disabled by default too) You absolutely 100% don't want to do this on a busy public web site, especially one behind a stateful firewall. Many web clients open up multiple connections simultaneously and you then end up with a bunch of servers in keepalive state, where they could be helping others. for a small load internal application, you won't notice the difference. and if you have a stateful firewall, all those keepalive state servers will suck up all the states on your firewall in no time flat. the redhat folks are not totally wrong in disabling it by default. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2530 bytes Desc: not available URL: From vivek at khera.org Mon Jul 17 14:36:59 2006 From: vivek at khera.org (Vivek Khera) Date: Mon, 17 Jul 2006 14:36:59 -0400 Subject: [rt-users] 3.6.0 speed improvements In-Reply-To: References: <158277e20607131608xfb47bd5ub219c2f8e95c8131@mail.gmail.com> <20060713231258.GQ20065@bestpractical.com> <44B76AB7.40406@pipex.net> Message-ID: On Jul 15, 2006, at 12:44 PM, Jesse Vincent wrote: >> Jesse; >> When is the planned release for 3.6.1, I am planning an upgrade to >> 3.6 and from I 've been reading it sounds its worth waiting till >> 3.6.1 >> Roy > > We, as a matter of course, do not promise release dates, other than > to support customers. I'm not convinced that we have the auto- > logout bug that some folks are seeing licked. That's a showstopper > for 3.6.1. > FWIW i upgraded our RT 3.4 to 3.6.0 this morning (2:30am!!!) and everything seems to be running just fine. I used the FreeBSD port for the upgrade and if I do say so myself, it went quite smoothly. None of the service reps have complained about anything, though one engineer did complain about the look and feel and wants to find some customized skin he can apply to it... :-) -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2530 bytes Desc: not available URL: From mouse at Rodents.Montreal.QC.CA Mon Jul 17 14:58:53 2006 From: mouse at Rodents.Montreal.QC.CA (der Mouse) Date: Mon, 17 Jul 2006 14:58:53 -0400 (EDT) Subject: [rt-users] Hide email quoted text In-Reply-To: <5613F89D78D2F545A40423EBA5535C3010A3727B@LAXEVS01.lax.corp.int.untd.com> References: <5613F89D78D2F545A40423EBA5535C3010A3727B@LAXEVS01.lax.corp.int.untd.com> Message-ID: <200607171900.PAA18537@Sparkle.Rodents.Montreal.QC.CA> > If instead you try to automate removal of quoted text, you get people > like me complaining that you can't do inline replies, Simplest thing here is to remove quoted lines - but only in a contiguous block at the end of the message. That'll nuke 90-95% of the problem, based on my (admittedly rather limited) experience with top-posters. /~\ The ASCII der Mouse \ / Ribbon Campaign X Against HTML mouse at rodents.montreal.qc.ca / \ Email! 7D C8 61 52 5D E7 2D 39 4E F1 31 3E E8 B3 27 4B From vladimir.jirasek at googlemail.com Mon Jul 17 15:36:17 2006 From: vladimir.jirasek at googlemail.com (Vladimir Jirasek) Date: Mon, 17 Jul 2006 20:36:17 +0100 Subject: [rt-users] RT LDAP with OpenLdap and Exchange 5.5 Message-ID: <9dc3edc00607171236o26fa0986o9298d5d14dc9034c@mail.gmail.com> Hello, Unfortunately Exhange 5.5 does not use LDAP to store users details but it has its own internal database (from NT days). I recommed you upgrade to Exchnage 2003. But then you need Windows AD. Regards Vladimir Jirasek ------------ Hi RT Users, I've successfully set up RT to authenticate users against an OpenLDAP Server (also used for Samba). We also have and Exchange 5.5 server on site that contains infotmation about users etc.. While i want to use OpenLDAP to authenticate against, i would like to pull user information from the Exchange 5.5 server. I'm just cant get the user info part working. I'm not really sure what settings i should have in RT_SiteConfig.pm for Exchange 5.5 for the following paramenters : This is what i have at the moment. Set($LdapAttrMap, {'Name' => 'uid', 'EmailAddress' => 'mail', 'Organization' => 'dc', 'RealName' => 'displayName', 'ExternalContactInfoId' => 'dn', 'ExternalAuthId' => 'uid', 'Gecos' => 'gecos', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'ou', 'Address2' => 'physicalDeliveryOfficeName'} ); Set($LdapInfoServer, 'pdc.cel'); Set($LdapInfoBase, 'ou=CEL,o=CEL'); Set($LdapInfoFilter, "(objectclass=*)"); Has anyone else had any luck pulling info from Exchange 5.5. -- Ian Clancy IT Co-ordinator Connaught Electronics Ltd. Dunmore Rd, Tuam, Co. Galway, Ireland. P : ++353 93 23151 F : ++353 93 23110 E : mailto:clancyian at cel.ie W : http://www.cel-europe.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From doogles at doogles.com Mon Jul 17 15:49:10 2006 From: doogles at doogles.com (Jason A. Diegmueller) Date: Mon, 17 Jul 2006 15:49:10 -0400 (EDT) Subject: [rt-users] CustomFieldsOnUpdate, Issues with RT3.6? Message-ID: <20060717154700.T4078@spaceball1.doogles.com> Team RT-- We are heavy users of the CallBack-based solution often used to allow Custom Field updates within Update.html. Refer to the BP Wiki for the solution I refer to: http://wiki.bestpractical.com/index.cgi?EditCustomFieldsOnUpdate It appears that since upgrading to RT 3.6 (this past weekend), this functionality has become slightly less operational. For example: * If one clicks Reply and changes CFs, they take. However, * If one clicks Reply, changes CFs and includes text to be Reply'd with, the email goes out but the CF changes don't take Does anyone know what modifications are necessary for RT 3.6 to make this CallBack-based solution work properly? Is there a better way? Thanks!, -jd From dshannon at techfluent.com Mon Jul 17 16:10:10 2006 From: dshannon at techfluent.com (Duncan Shannon) Date: Mon, 17 Jul 2006 15:10:10 -0500 Subject: [rt-users] Hide email quoted text Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB452B546F@TF-FS2.internal.techfluent.com> > Simplest thing here is to remove quoted lines - but only in a > contiguous block at the end of the message. > > That'll nuke 90-95% of the problem, based on my (admittedly rather > limited) experience with top-posters. Sounds good to me. Guess we'd need to define how many lines constitute a contiguous block. So.. who's gonna submit a patch? :) ill help test! duncan From tsmith at loc.gov Mon Jul 17 16:35:11 2006 From: tsmith at loc.gov (Timothy Smith) Date: Mon, 17 Jul 2006 16:35:11 -0400 Subject: [rt-users] Q: can one add an additional column to the "RT at a glance" screen? Message-ID: John H. Nyhuis (cabal at u.washington.edu) said: > I would like to add a "requestor" column that displays the > requestor of the the ticket on the "RT at a glance" screen. I don't want > to make core changes to RT that would prevent me from upgrading it in the > future. Hack Elements/MyTickets. IIRC, it's a blindingly easy hack (just editing a formatting string) and the front page is generated in a completely different (and customizable) manner in 3.6, so just throw it away when you upgrade and you won't have to maintain it. Tim From jasonm at kelman.com Mon Jul 17 16:58:53 2006 From: jasonm at kelman.com (Jason Marshall) Date: Mon, 17 Jul 2006 14:58:53 -0600 (MDT) Subject: [rt-users] Notify Group when un-owned ticket is created In-Reply-To: <589c94400606151528m75b1783ere2ecba120d211ba4@mail.gmail.com> References: <589c94400606151528m75b1783ere2ecba120d211ba4@mail.gmail.com> Message-ID: Ruslan provided this information to me about a month ago. I'm a complete newbie when it comes to RT -- I've set it up, but have never tried to make it do anything doesn't do out-of-the-box. As you can see, I need to make it do something different now, and I'm afraid I'm completely lost. I've stumbled around all day, and this is what I've come up with. Please correct me if I'm wrong. I've created a new Scrip and named it NewTicketNoOwner. The condition is "On Create", the action is "User Defined", the template is "Global Template == Correspondence. The custom condition I've got set to: return undef unless ($self->TransactionObj->Owner eq "Nobody"); return 1; I'm not sure whether I want to return 1 or 0, or maybe anything at all??? I also have no idea how to use RT-Action-NotifyGroup. I've read all the docs on it I can find, and none of it makes sense to me (I'm not a perl guy, and this object-oriented-looking perl is just that much further away from anything I can relate to). Thanks in advance for any help anyone can provide. I hope I'm at least on the right track!! > write custom condition "on create and has no owner" > for action use: > http://search.cpan.org/~ruz/RT-Action-NotifyGroup > > > On 6/16/06, Jason Marshall wrote: >> I would like to notify the members of a particular group when a ticket is >> created (via email or the guy) without an owner already assigned. >> >> Sadly, I have no idea how to go about this. Is there a section on the >> wiki that deals with stuff like this? >> >> --- >> Jason Marshall, Unix Geek, Kelman Technologies, Inc., Calgary, AB, Canada. >> >> From a Sun Microsystems bug report (#4102680): >> "Workaround: don't pound on the mouse like a wild monkey." >> >> "I have great faith in fools: >> Self confidence my friends call it." -Edgar Allan Poe >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> We're hiring! Come hack Perl for Best Practical: >> http://bestpractical.com/about/jobs.html >> > > > -- > Best regards, Ruslan. > --- Jason Marshall, Unix Geek, Kelman Technologies, Inc., Calgary, AB, Canada. From a Sun Microsystems bug report (#4102680): "Workaround: don't pound on the mouse like a wild monkey." "I have great faith in fools: Self confidence my friends call it." -Edgar Allan Poe From cristobalpalmer at gmail.com Mon Jul 17 17:03:56 2006 From: cristobalpalmer at gmail.com (Cristobal Palmer) Date: Mon, 17 Jul 2006 17:03:56 -0400 Subject: [rt-users] filtering by hostmask best done with scrip? Message-ID: <39e2ba090607171403o795f2691he0f1d116e790a679@mail.gmail.com> Greetings from a new user. I have rt-mailgate working and can generate tickets from emails. I've read http://wiki.bestpractical.com/index.cgi?SpamFiltering And believe that it would be overkill in our case. We're a small shop and are likely to have one queue per client and rarely add clients, so what I'm about to describe doesn't have to scale, anyway. Say I have a client_foo queue. I want mail from *@client_foo.com to that queue to get through, everything else gets dropped. Am I correct in thinking that this is best done with a scrip and not in postfix? (I'd like to have an RT admin who doesn't touch the configs of the box in question). If so, has someone already put a scrip like this to use? I saw http://wiki.bestpractical.com/index.cgi?AutoSetOwnerForQueue (the section titled "Assigning owner conditionally based on ticket creator") but not anything closer to what I want. Perhaps I'm not using the right search terms. Any help appreciated. -- Cristobal M. Palmer UNC-CH SILS Student cristobalpalmer at gmail.com "Television-free since 2003" iank has trouble with English. his native language is Python Yeah I'm forced To indent My sentences From trox at ices.utexas.edu Mon Jul 17 17:29:54 2006 From: trox at ices.utexas.edu (Troy Orion Cox) Date: Mon, 17 Jul 2006 16:29:54 -0500 Subject: [rt-users] inconsistent main page links Message-ID: <200607171629.54203.trox@ices.utexas.edu> On "RT at a glance", the links to the "10 highest priority tickets I own" seem to be broken. the numerical ID links are fine, but the text links are not. It seems like the WebPath is not correctly appended to the "subject" link. from my RT_SiteConfig.pm: Set($WebBaseURL, "http://myserver.com"); Set($WebPath, "/rt"); #: http://myserver.com/rt/Ticket/Display.html?id=2 Subject: http://myserver.com/Ticket/Display.html?id=2 Is this merely a configuration error on my part, or a simple bug? Thanks, -Troy -- Troy Orion Cox v: 512.475.8638 e: trox at ices.utexas.edu () ascii ribbon campaign /\ - against Microsoft attachments From jthuau at heavy-iron.com Mon Jul 17 17:54:37 2006 From: jthuau at heavy-iron.com (Joachim Thuau) Date: Mon, 17 Jul 2006 14:54:37 -0700 Subject: [rt-users] RT LDAP with OpenLdap and Exchange 5.5 Message-ID: Actually, the directory is available through ldap (maybe not in the default install, but it can be enabled). see, for example, http://www.microsoft.com/technet/prodtechnol/exchange/55/reskit/exc00.mspx Now, that doesn't actually solve the problem. Ian, i would suggest you get something like a ldap browser, and point it to your exchange server to make sure that 1) you have the proper credentials/account info to connect to that ldap service 2) that you double check the schema that exchange is using. 3) adapt your settings in either RT's config (server, login/pass) and/or exchange to pull the data you wish (correct the mapping). may i suggest you have a quick look at "Softerra LDAP Browser" (a google search should yield a couple download link). I believe that there is a version of that client that is free. this would allow you to verify that all the settings that you are using are all correct. Sorry for not giving you a straight answer. I have installed RT 3.6.0 only 2 weeks ago, and i have been extremely happy with the little testing with have done on it so far... Thanks, Jok -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Vladimir Jirasek Sent: Monday, July 17, 2006 12:36 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT LDAP with OpenLdap and Exchange 5.5 Hello, Unfortunately Exhange 5.5 does not use LDAP to store users details but it has its own internal database (from NT days). I recommed you upgrade to Exchnage 2003. But then you need Windows AD. Regards Vladimir Jirasek ------------ Hi RT Users, I've successfully set up RT to authenticate users against an OpenLDAP Server (also used for Samba). We also have and Exchange 5.5 server on site that contains infotmation about users etc.. While i want to use OpenLDAP to authenticate against, i would like to pull user information from the Exchange 5.5 server. I'm just cant get the user info part working. I'm not really sure what settings i should have in RT_SiteConfig.pm for Exchange 5.5 for the following paramenters : This is what i have at the moment. Set($LdapAttrMap, {'Name' => 'uid', 'EmailAddress' => 'mail', 'Organization' => 'dc', 'RealName' => 'displayName', 'ExternalContactInfoId' => 'dn', 'ExternalAuthId' => 'uid', 'Gecos' => 'gecos', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'ou', 'Address2' => 'physicalDeliveryOfficeName'} ); Set($LdapInfoServer, 'pdc.cel'); Set($LdapInfoBase, 'ou=CEL,o=CEL'); Set($LdapInfoFilter, "(objectclass=*)"); Has anyone else had any luck pulling info from Exchange 5.5. -- Ian Clancy IT Co-ordinator Connaught Electronics Ltd. Dunmore Rd, Tuam, Co. Galway, Ireland. P : ++353 93 23151 F : ++353 93 23110 E : mailto: clancyian at cel.ie W : http://www.cel-europe.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From blkline at attglobal.net Mon Jul 17 18:14:53 2006 From: blkline at attglobal.net (Barry L. Kline) Date: Mon, 17 Jul 2006 18:14:53 -0400 Subject: [rt-users] Search on merged ticket differs between 3.4.5 & 3.6.0 Message-ID: <44BC0BDD.8030908@attglobal.net> We recently upgraded our RT instance from 3.4.5 to 3.6.0. The new version is really great and I like the fact that the front page can now be customized so very easily. There is one thing that has changed, and that's the behaviour of RT when dealing with merged tickets. Let's say I have two tickets: 100 & 200. I merge 100 into 200. In 3.4.5 I could type either ticket number into the search box and bring up ticket 200. In 3.6.0 I can only access ticket 200. Trying 100 in the search box returns "0 tickets found". If I use rt-mailgate and send an e-mail with a subject of [mydomain.com #100] the transaction is properly appended to ticket 200, so there is no problem along those lines. Is this "working as designed" or has something gone awry between the two versions? Barry From blkline at attglobal.net Mon Jul 17 18:22:39 2006 From: blkline at attglobal.net (Barry L. Kline) Date: Mon, 17 Jul 2006 18:22:39 -0400 Subject: [rt-users] filtering by hostmask best done with scrip? In-Reply-To: <39e2ba090607171403o795f2691he0f1d116e790a679@mail.gmail.com> References: <39e2ba090607171403o795f2691he0f1d116e790a679@mail.gmail.com> Message-ID: <44BC0DAF.608@attglobal.net> Cristobal Palmer wrote: > Am I correct in thinking that this is best done with a scrip and not > in postfix? (I'd like to have an RT admin who doesn't touch the > configs of the box in question). Hi Cristobal. To be honest, I'd lean towards using Postfix to take care of this, given the specifications you put forth (one client per queue, relatively static list of clients, and so forth.) Putting this kind of check is dead-easy, and the best part is that you can have Postfix reject the email before you even have to waste one CPU cycle processing it through RT. And since you're probably already touching Postfix to handle the rt-mailgate commands, it's not like you'd be adding a whole new realm to the administrative work. Barry From KFCrocker at lbl.gov Mon Jul 17 18:27:32 2006 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 17 Jul 2006 15:27:32 -0700 Subject: [rt-users] Search on merged ticket differs between 3.4.5 & 3.6.0 In-Reply-To: <44BC0BDD.8030908@attglobal.net> References: <44BC0BDD.8030908@attglobal.net> Message-ID: <44BC0ED4.3070805@lbl.gov> Barry, Not to say 3.6.0 is perfect, but we like the current design as far as merged tickets. If we have merged the two (using your example of #100 and #200), then #100 really should never be looked at anyway, other than what was originally appended to #200. We really don't want anyone looking at #100 anymore, ever. It is old, has been merged into another ticket and, therefore, is not relevent to any further research or discussion among anyone in our organization and we never want it referred to either. We want everyone to refer to the ticket that is active and being worked on. We feel that is consistent with the decision to merge them in the first place. Anything else could get confusing, like one person referring to #100 while another is referring to #200 in an E_mail conversation. It opens the door to miscommunication and communication is hard enough without opening the door to confusion. But hey, that's just our opinion and how we like it. Everyone has there preferences. Kenn LBNL Barry L. Kline wrote: > We recently upgraded our RT instance from 3.4.5 to 3.6.0. The new > version is really great and I like the fact that the front page can now > be customized so very easily. > > There is one thing that has changed, and that's the behaviour of RT when > dealing with merged tickets. Let's say I have two tickets: 100 & 200. > I merge 100 into 200. In 3.4.5 I could type either ticket number > into the search box and bring up ticket 200. In 3.6.0 I can only access > ticket 200. Trying 100 in the search box returns "0 tickets found". > > If I use rt-mailgate and send an e-mail with a subject of [mydomain.com > #100] the transaction is properly appended to ticket 200, so there is no > problem along those lines. > > Is this "working as designed" or has something gone awry between the two > versions? > > Barry > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > From tgraziano at myitdepartment.net Mon Jul 17 19:54:39 2006 From: tgraziano at myitdepartment.net (Tony Graziano) Date: Mon, 17 Jul 2006 19:54:39 -0400 Subject: [rt-users] Possible for contents in subject line to map into custom fields? Message-ID: We have been using RT for a couple of years now. We have it fielding phone calls from our helpdesk queue since the pbx can send voice mails as an email attachment. I actually have two questions (RTv3.6): 1. If the "requestor" of the ticket is our phone system, is there a scrip or custom condition that can be met to create the ticket and notify the admin's etc. but not the requestor if it is a specific requestor? 2. We get caller ID name and number in the subject lines (usually) and would be interested to know if there is a way a scrip could also write the information into the custom fields or not. Thanks, Tony From kfh at mqsoftware.com Mon Jul 17 20:15:15 2006 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Mon, 17 Jul 2006 19:15:15 -0500 Subject: [rt-users] RTx::Statistics Message-ID: <63BEA5E623E09F4D92233FB12A9F794346AD08@emailmn.mqsoftware.com> So, no one has an opinion? Yeah, RIGHT! ;-> -Kelly > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Kelly F. Hickel > Sent: Tuesday, July 11, 2006 5:25 AM > To: theillien; Mike Coakley > Cc: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] RTx::Statistics > > The information that I had was that Statistics probably wouldn't be > needed with RT 3.6 because of the built in reports, so I haven't done > much with it so far. Of course, I don't have 3.6 running yet either, > I've been swamped with a ton of other things. > > So, time for a poll: How many folks think that RTx::Statistics is still > needed, given the functionality in RT v3.6.0? > > -- > > 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 theillien > Sent: Monday, July 10, 2006 7:47 PM > To: Mike Coakley > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RTx::Statistics > > I haven't got this working on my installation of v3.6.0 either. I think > > it needs major work in order for it to be compatible. Right now I'm > just relying on the built-in reports with v3.6.0. Perhaps when > RTx::Statistics is made to work with it I'll see about integrating but > until then, I'm avoiding it like the plague. > > Mathew Snyder > > Mike Coakley wrote: > > Is this working with RT 3.6.0. I just did a clean install and it isn't > > working for me. Just hangs on some of the graph pages where I have to > > restart my Apache. On other pages I don't get any graph just the > "Result > > Graph" alt text. > > > > Thanks, > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html From kfh at mqsoftware.com Mon Jul 17 20:27:19 2006 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Mon, 17 Jul 2006 19:27:19 -0500 Subject: [rt-users] RTx::Statistics Message-ID: <63BEA5E623E09F4D92233FB12A9F794346AD09@emailmn.mqsoftware.com> OK, Well, I've the current maintainer for the package, that's why I was asking. I'm (still) swamped at the moment, hopefully I'll have a chance to upgrade my test box to 3.6 next week, and can start taking a look at why it doesn't work. Most likely guess is the changes that made it use the same presentation logic for the tables as the search pages did. They may have changed quite a bit..... -Kelly > -----Original Message----- > From: Mathew [mailto:jokermjs19 at comcast.net] > Sent: Monday, July 17, 2006 10:25 PM > To: Kelly F. Hickel > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RTx::Statistics > > From what I've seen, RTx::Statistics has much more capability than the > built-in reports offered with v3.6.0. I would like to see Statistics > work with v3.6.0 but unfortunately it doesn't. At the moment, as I > recommended earlier, I would avoid it. When the author (or another > knowledgeable and motivated person) decides to update it, I'll consider > it. But again, until then, I'm avoiding it. > > Mathew Snyder > > Kelly F. Hickel wrote: > > So, no one has an opinion? Yeah, RIGHT! ;-> > > > > -Kelly > > > > > >> -----Original Message----- > >> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > >> bounces at lists.bestpractical.com] On Behalf Of Kelly F. Hickel > >> Sent: Tuesday, July 11, 2006 5:25 AM > >> To: theillien; Mike Coakley > >> Cc: rt-users at lists.bestpractical.com > >> Subject: RE: [rt-users] RTx::Statistics > >> > >> The information that I had was that Statistics probably wouldn't be > >> needed with RT 3.6 because of the built in reports, so I haven't done > >> much with it so far. Of course, I don't have 3.6 running yet either, > >> I've been swamped with a ton of other things. > >> > >> So, time for a poll: How many folks think that RTx::Statistics is > >> > > still > > > >> needed, given the functionality in RT v3.6.0? > >> > >> -- > >> > >> 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 > >> > > theillien > > > >> Sent: Monday, July 10, 2006 7:47 PM > >> To: Mike Coakley > >> Cc: rt-users at lists.bestpractical.com > >> Subject: Re: [rt-users] RTx::Statistics > >> > >> I haven't got this working on my installation of v3.6.0 either. I > >> > > think > > > >> it needs major work in order for it to be compatible. Right now I'm > >> just relying on the built-in reports with v3.6.0. Perhaps when > >> RTx::Statistics is made to work with it I'll see about integrating but > >> until then, I'm avoiding it like the plague. > >> > >> Mathew Snyder > >> > >> Mike Coakley wrote: > >> > >>> Is this working with RT 3.6.0. I just did a clean install and it > >>> > > isn't > > > >>> working for me. Just hangs on some of the graph pages where I have > >>> > > to > > > >>> restart my Apache. On other pages I don't get any graph just the > >>> > >> "Result > >> > >>> Graph" alt text. > >>> > >>> Thanks, > >>> > >>> > >> _______________________________________________ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> Community help: http://wiki.bestpractical.com > >> Commercial support: sales at bestpractical.com > >> > >> > >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >> Buy a copy at http://rtbook.bestpractical.com > >> > >> > >> We're hiring! Come hack Perl for Best Practical: > >> http://bestpractical.com/about/jobs.html > >> _______________________________________________ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> Community help: http://wiki.bestpractical.com > >> Commercial support: sales at bestpractical.com > >> > >> > >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >> Buy a copy at http://rtbook.bestpractical.com > >> > >> > >> We're hiring! Come hack Perl for Best Practical: > >> http://bestpractical.com/about/jobs.html > >> > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > > > > > > > From jokermjs19 at comcast.net Mon Jul 17 23:24:51 2006 From: jokermjs19 at comcast.net (Mathew) Date: Mon, 17 Jul 2006 20:24:51 -0700 Subject: [rt-users] RTx::Statistics In-Reply-To: <63BEA5E623E09F4D92233FB12A9F794346AD08@emailmn.mqsoftware.com> References: <63BEA5E623E09F4D92233FB12A9F794346AD08@emailmn.mqsoftware.com> Message-ID: <44BC5483.1020405@comcast.net> From what I've seen, RTx::Statistics has much more capability than the built-in reports offered with v3.6.0. I would like to see Statistics work with v3.6.0 but unfortunately it doesn't. At the moment, as I recommended earlier, I would avoid it. When the author (or another knowledgeable and motivated person) decides to update it, I'll consider it. But again, until then, I'm avoiding it. Mathew Snyder Kelly F. Hickel wrote: > So, no one has an opinion? Yeah, RIGHT! ;-> > > -Kelly > > >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- >> bounces at lists.bestpractical.com] On Behalf Of Kelly F. Hickel >> Sent: Tuesday, July 11, 2006 5:25 AM >> To: theillien; Mike Coakley >> Cc: rt-users at lists.bestpractical.com >> Subject: RE: [rt-users] RTx::Statistics >> >> The information that I had was that Statistics probably wouldn't be >> needed with RT 3.6 because of the built in reports, so I haven't done >> much with it so far. Of course, I don't have 3.6 running yet either, >> I've been swamped with a ton of other things. >> >> So, time for a poll: How many folks think that RTx::Statistics is >> > still > >> needed, given the functionality in RT v3.6.0? >> >> -- >> >> 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 >> > theillien > >> Sent: Monday, July 10, 2006 7:47 PM >> To: Mike Coakley >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] RTx::Statistics >> >> I haven't got this working on my installation of v3.6.0 either. I >> > think > >> it needs major work in order for it to be compatible. Right now I'm >> just relying on the built-in reports with v3.6.0. Perhaps when >> RTx::Statistics is made to work with it I'll see about integrating but >> until then, I'm avoiding it like the plague. >> >> Mathew Snyder >> >> Mike Coakley wrote: >> >>> Is this working with RT 3.6.0. I just did a clean install and it >>> > isn't > >>> working for me. Just hangs on some of the graph pages where I have >>> > to > >>> restart my Apache. On other pages I don't get any graph just the >>> >> "Result >> >>> Graph" alt text. >>> >>> Thanks, >>> >>> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> We're hiring! Come hack Perl for Best Practical: >> http://bestpractical.com/about/jobs.html >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> We're hiring! Come hack Perl for Best Practical: >> http://bestpractical.com/about/jobs.html >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > > > From lesmikesell at gmail.com Mon Jul 17 22:25:46 2006 From: lesmikesell at gmail.com (Les Mikesell) Date: Mon, 17 Jul 2006 21:25:46 -0500 Subject: [rt-users] Search on merged ticket differs between 3.4.5 & 3.6.0 In-Reply-To: <44BC0ED4.3070805@lbl.gov> References: <44BC0BDD.8030908@attglobal.net> <44BC0ED4.3070805@lbl.gov> Message-ID: <1153189545.31905.4.camel@les-home.futuresource.com> On Mon, 2006-07-17 at 17:27, Kenneth Crocker wrote: > Barry, > > Not to say 3.6.0 is perfect, but we like the current design as far as > merged tickets. If we have merged the two (using your example of #100 > and #200), then #100 really should never be looked at anyway, other than > what was originally appended to #200. We really don't want anyone > looking at #100 anymore, ever. It is old, has been merged into another > ticket and, therefore, is not relevent to any further research or > discussion among anyone in our organization and we never want it > referred to either. We want everyone to refer to the ticket that is > active and being worked on. We feel that is consistent with the > decision to merge them in the first place. Anything else could get > confusing, like one person referring to #100 while another is referring > to #200 in an E_mail conversation. It opens the door to miscommunication > and communication is hard enough without opening the door to confusion. > But hey, that's just our opinion and how we like it. Everyone has there > preferences. So what is the appropriate response for someone who has gotten an email with the original number and wants to follow up but someone else has merged it? How does that person referring to #100 catch up? Merging it usually doesn't make the problem go away. -- Les Mikesell lesmikesell at gmail.com From SChadda at oco.com Tue Jul 18 00:27:02 2006 From: SChadda at oco.com (Siddhartha Chadda) Date: Mon, 17 Jul 2006 23:27:02 -0500 Subject: [rt-users] (no subject) Message-ID: ______________________________________________________________________ This email has been scanned by the MessageLabs Email Security System on behalf of OLSON. For more information about MessageLabs, please visit http://www.messagelabs.com/email ______________________________________________________________________ From taan at cryologic.com Tue Jul 18 00:34:09 2006 From: taan at cryologic.com (taan) Date: Tue, 18 Jul 2006 14:34:09 +1000 Subject: [rt-users] problem with "add comment to dependant tickets" scrip Message-ID: <44BC64C1.7050001@cryologic.com> RT-3.6.0 I have a very basic scrip (see below, copied from the Wiki) which adds a comment from one ticket to the tickets it is depended on by. The queue with the dependant tickets uses out of the box scrips and notifies owners when a comment is added. If I trigger the below scrip "On Resolve" the owner of the dependant ticket is sent one email with "Reviewer's notes: some text here" in the body. Note, I am not resolving the dependant ticket, just adding a comment to it. However if I trigger the scrip "On Comment" the owner of the dependant ticket is sent two emails. One with "Reviewer's notes: some text here" in the body, and the other with "Reviewer's notes:" in the body, missing the comment. The strange thing is the dependant ticket history only contains a log for one email being sent, the one containing the comment. I apologise in advance for my lack of perl-sense. Taan SCRIP: my $note; my $t = $self->TicketObj->Transactions; while (my $o = $t->Next) { $note = $o->Content() if $o->Type eq 'Comment'; } foreach my $obj ($self->TicketObj->AllDependedOnBy( Type => 'ticket' )) { $obj->Comment( Content => $self->loc( "Reviewer's notes: [_1]", $note ), ); } return 1; From Richard.Ellis at Sun.COM Tue Jul 18 03:06:12 2006 From: Richard.Ellis at Sun.COM (Richard Ellis) Date: Tue, 18 Jul 2006 08:06:12 +0100 Subject: [rt-users] Re: RTx::Statistics In-Reply-To: <20060718030634.5409E4D814B@diesel.bestpractical.com> References: <20060718030634.5409E4D814B@diesel.bestpractical.com> Message-ID: <1153206372.51416.164.camel@sr1-egmp-14> Hi, I would ask for a little patience folks, Kelly and I maintain (mostly Kelly) RTx Statistics for free and in what little spare time we get from having a life and doing our day jobs. I'm upgrading our test server this week and should be able to start getting it running with 3.6 as I have a new boss who is very sympathetic to the Open Source ideals and is prepared to cover my time as long as it doesn't impact other projects. We still use RTx Stats a great deal, with their output being used for Management reporting. Richard ------------------------------ > > Message: 7 > Date: Mon, 17 Jul 2006 20:24:51 -0700 > From: Mathew > Subject: Re: [rt-users] RTx::Statistics > To: "Kelly F. Hickel" > Cc: rt-users at lists.bestpractical.com > Message-ID: <44BC5483.1020405 at comcast.net> > Content-Type: text/plain; charset=ISO-8859-1; format=flowed > > From what I've seen, RTx::Statistics has much more capability than the > built-in reports offered with v3.6.0. I would like to see Statistics > work with v3.6.0 but unfortunately it doesn't. At the moment, as I > recommended earlier, I would avoid it. When the author (or another > knowledgeable and motivated person) decides to update it, I'll consider > it. But again, until then, I'm avoiding it. > > Mathew Snyder > > Kelly F. Hickel wrote: > > So, no one has an opinion? Yeah, RIGHT! ;-> > > > > -Kelly > > > > > >> -----Original Message----- > >> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > >> bounces at lists.bestpractical.com] On Behalf Of Kelly F. Hickel > >> Sent: Tuesday, July 11, 2006 5:25 AM > >> To: theillien; Mike Coakley > >> Cc: rt-users at lists.bestpractical.com > >> Subject: RE: [rt-users] RTx::Statistics > >> > >> The information that I had was that Statistics probably wouldn't be > >> needed with RT 3.6 because of the built in reports, so I haven't done > >> much with it so far. Of course, I don't have 3.6 running yet either, > >> I've been swamped with a ton of other things. > >> > >> So, time for a poll: How many folks think that RTx::Statistics is > >> > > still > > > >> needed, given the functionality in RT v3.6.0? > >> > >> -- > >> > >> 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 > >> > > theillien > > > >> Sent: Monday, July 10, 2006 7:47 PM > >> To: Mike Coakley > >> Cc: rt-users at lists.bestpractical.com > >> Subject: Re: [rt-users] RTx::Statistics > >> > >> I haven't got this working on my installation of v3.6.0 either. I > >> > > think > > > >> it needs major work in order for it to be compatible. Right now I'm > >> just relying on the built-in reports with v3.6.0. Perhaps when > >> RTx::Statistics is made to work with it I'll see about integrating but > >> until then, I'm avoiding it like the plague. > >> > >> Mathew Snyder > >> > >> Mike Coakley wrote: > >> > >>> Is this working with RT 3.6.0. I just did a clean install and it > >>> > > isn't > > > >>> working for me. Just hangs on some of the graph pages where I have > >>> > > to > > > >>> restart my Apache. On other pages I don't get any graph just the > >>> > >> "Result > >> > >>> Graph" alt text. > >>> > >>> Thanks, > >>> > >>> > >> _______________________________________________ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> Community help: http://wiki.bestpractical.com > >> Commercial support: sales at bestpractical.com > >> > >> > >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >> Buy a copy at http://rtbook.bestpractical.com > >> > >> > >> We're hiring! Come hack Perl for Best Practical: > >> http://bestpractical.com/about/jobs.html > >> _______________________________________________ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> Community help: http://wiki.bestpractical.com > >> Commercial support: sales at bestpractical.com > >> > >> > >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >> Buy a copy at http://rtbook.bestpractical.com > >> > >> > >> We're hiring! Come hack Perl for Best Practical: > >> http://bestpractical.com/about/jobs.html > >> > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > > > > > > -- Richard Ellis -------------- next part -------------- An HTML attachment was scrubbed... URL: From rtusermail at gmail.com Tue Jul 18 04:39:39 2006 From: rtusermail at gmail.com (RTuser) Date: Tue, 18 Jul 2006 10:39:39 +0200 Subject: [rt-users] error: read-open /tmp/8COLbNZ6br: No such file or directory Message-ID: Hi, I updated an Rt ticket, it had 4 attachments and their total size was about 215 Kb. I found this error on web GUI: System error error: read-open /tmp/8COLbNZ6br: No such file or directory at /usr/lib/perl5/site_perl/5.8.6/MIME/Body.pm line 435. context: ... 431: if ($mode eq 'w') { ### writing 432: $IO = FileHandle->new(">$path") || die "write-open $path: $!"; 433: } 434: elsif ($mode eq 'r') { ### reading 435: $IO = FileHandle->new("<$path") || die "read-open $path: $!"; 436: } 437: else { 438: die "bad mode: '$mode'"; 439: } ... code stack: /usr/lib/perl5/site_perl/5.8.6/MIME/Body.pm:435 /usr/lib/perl5/site_perl/5.8.6/MIME/Body.pm:335 /usr/lib/perl5/site_perl/5.8.6/MIME/Body.pm:218 /usr/local/rt3.6.0p/lib/RT/Attachment_Overlay.pm:203 /usr/local/rt3.6.0p/lib/RT/Attachment_Overlay.pm:188 /usr/local/rt3.6.0p/lib/RT/Attachment_Overlay.pm:188 /usr/local/rt3.6.0p/lib/RT/Transaction_Overlay.pm:480 /usr/local/rt3.6.0p/lib/RT/Transaction_Overlay.pm:156 /usr/local/rt3.6.0p/lib/RT/Record.pm:1447 /usr/local/rt3.6.0p/lib/RT/Ticket_Overlay.pm:2422 /usr/local/rt3.6.0p/lib/RT/Ticket_Overlay.pm:2337 /usr/local/rt3.6.0p/lib/RT/Interface/Web.pm:510 /usr/local/rt3.6.0p/share/html/Ticket/Display.html:137 /usr/local/rt3.6.0p/share/html/Ticket/Update.html:216 /usr/local/rt3.6.0p/share/html/autohandler:279 raw error ------------------------------------ What's meaning? Thank you Marla -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at kuehne-nagel.com Tue Jul 18 05:04:07 2006 From: torsten.brumm at kuehne-nagel.com (Torsten Brumm) Date: Tue, 18 Jul 2006 11:04:07 +0200 Subject: [rt-users] Problems with a Scrip In-Reply-To: Message-ID: <008301c6aa49$205b59b0$61fd3f0a@dew04141> Hi RT Users, i have a problem with a scrip, which was running the last weeks perfectly: Custom condition: $RT::Logger->info("TB: (Condition Start)"); if ( ($self->TransactionObj->Type eq "CustomField" || $self->TransactionObj->Type eq "Create" ) && ($self->TicketObj->FirstCustomFieldValue('ETA') || $self->TicketObj->FirstCustomFieldValue('ETA')) ) { $RT::Logger->info("TB: (Condition OK)"); return 1; } $RT::Logger->info("TB: (Condition NOK)"); return 0; Custom action preparation code: $RT::Logger->info("TB: (Prep Code) SetETA Start"); return 1; Custom action cleanup code: $RT::Logger->info("TB: Cleanup Code"); my $cf_value = $self->TicketObj->FirstCustomFieldValue('ETA'); $RT::Logger->info("TB: ETA is: [$cf_value]"); $self->TicketObj->SetStarts($cf_value); $RT::Logger->info("TB: Starts is set"); return 1; I'm checking at Create Time for the value of a special CF (which is set by ExtractCustomFiled Values) and if the Values changes, the content is set to Starts Date. This was running many week but since this Sunday no more. Have someone an idea whats wrong with that? Or do someone have a better idea for a CF Check? Thanks Torsten -------------- next part -------------- An HTML attachment was scrubbed... URL: From jokermjs19 at comcast.net Tue Jul 18 05:10:39 2006 From: jokermjs19 at comcast.net (theillien) Date: Tue, 18 Jul 2006 05:10:39 -0400 Subject: [rt-users] Re: RTx::Statistics In-Reply-To: <1153206372.51416.164.camel@sr1-egmp-14> References: <20060718030634.5409E4D814B@diesel.bestpractical.com> <1153206372.51416.164.camel@sr1-egmp-14> Message-ID: <44BCA58F.8030103@comcast.net> Looking forward to being able to use it with v3.6. thanks for the work you do. Mathew Richard Ellis wrote: > Hi, > > I would ask for a little patience folks, Kelly and I maintain (mostly > Kelly) RTx Statistics for free and in what little spare time we get from > having a life and doing our day jobs. > > I'm upgrading our test server this week and should be able to start > getting it running with 3.6 as I have a new boss who is very sympathetic > to the Open Source ideals and is prepared to cover my time as long as it > doesn't impact other projects. > > We still use RTx Stats a great deal, with their output being used for > Management reporting. > > Richard > > /------------------------------/ > >> /Message: 7 >> Date: Mon, 17 Jul 2006 20:24:51 -0700 >> From: Mathew >> Subject: Re: [rt-users] RTx::Statistics >> To: "Kelly F. Hickel" >> Cc: rt-users at lists.bestpractical.com >> Message-ID: <44BC5483.1020405 at comcast.net> >> Content-Type: text/plain; charset=ISO-8859-1; format=flowed >> >> From what I've seen, RTx::Statistics has much more capability than the >> built-in reports offered with v3.6.0. I would like to see Statistics >> work with v3.6.0 but unfortunately it doesn't. At the moment, as I >> recommended earlier, I would avoid it. When the author (or another >> knowledgeable and motivated person) decides to update it, I'll consider >> it. But again, until then, I'm avoiding it. >> >> Mathew Snyder >> >> Kelly F. Hickel wrote: >> > So, no one has an opinion? Yeah, RIGHT! ;-> >> > >> > -Kelly >> > >> > >> >> -----Original Message----- >> >> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- >> >> bounces at lists.bestpractical.com] On Behalf Of Kelly F. Hickel >> >> Sent: Tuesday, July 11, 2006 5:25 AM >> >> To: theillien; Mike Coakley >> >> Cc: rt-users at lists.bestpractical.com >> >> Subject: RE: [rt-users] RTx::Statistics >> >> >> >> The information that I had was that Statistics probably wouldn't be >> >> needed with RT 3.6 because of the built in reports, so I haven't done >> >> much with it so far. Of course, I don't have 3.6 running yet either, >> >> I've been swamped with a ton of other things. >> >> >> >> So, time for a poll: How many folks think that RTx::Statistics is >> >> >> > still >> > >> >> needed, given the functionality in RT v3.6.0? >> >> >> >> -- >> >> >> >> 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 >> >> >> > theillien >> > >> >> Sent: Monday, July 10, 2006 7:47 PM >> >> To: Mike Coakley >> >> Cc: rt-users at lists.bestpractical.com >> >> Subject: Re: [rt-users] RTx::Statistics >> >> >> >> I haven't got this working on my installation of v3.6.0 either. I >> >> >> > think >> > >> >> it needs major work in order for it to be compatible. Right now I'm >> >> just relying on the built-in reports with v3.6.0. Perhaps when >> >> RTx::Statistics is made to work with it I'll see about integrating but >> >> until then, I'm avoiding it like the plague. >> >> >> >> Mathew Snyder >> >> >> >> Mike Coakley wrote: >> >> >> >>> Is this working with RT 3.6.0. I just did a clean install and it >> >>> >> > isn't >> > >> >>> working for me. Just hangs on some of the graph pages where I have >> >>> >> > to >> > >> >>> restart my Apache. On other pages I don't get any graph just the >> >>> >> >> "Result >> >> >> >>> Graph" alt text. >> >>> >> >>> Thanks, >> >>> >> >>> >> >> _______________________________________________ >> >> //_http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users_ >> >> >> >> Community help: _http://wiki.bestpractical.com_ >> >> Commercial support: sales at bestpractical.com >> >> >> >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> >> Buy a copy at _http://rtbook.bestpractical.com_ >> >> >> >> >> >> We're hiring! Come hack Perl for Best Practical: >> >> _http://bestpractical.com/about/jobs.html_ >> >> _______________________________________________ >> >> _http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users_ >> >> >> >> Community help: _http://wiki.bestpractical.com_ >> >> Commercial support: sales at bestpractical.com >> >> >> >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> >> Buy a copy at _http://rtbook.bestpractical.com_ >> >> >> >> >> >> We're hiring! Come hack Perl for Best Practical: >> >> _http://bestpractical.com/about/jobs.html_ >> >> >> > _______________________________________________ >> > _http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users_ >> > >> > Community help: _http://wiki.bestpractical.com_ >> > Commercial support: sales at bestpractical.com >> > >> > >> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> > Buy a copy at _http://rtbook.bestpractical.com_ >> > >> > >> > We're hiring! Come hack Perl for Best Practical: _http://bestpractical.com/about/jobs.html_ >> > >> > >> > / > > -- > Richard Ellis <_Richard.Ellis at Sun.COM_ > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From torsten.brumm at kuehne-nagel.com Tue Jul 18 05:46:12 2006 From: torsten.brumm at kuehne-nagel.com (Torsten Brumm) Date: Tue, 18 Jul 2006 11:46:12 +0200 Subject: AW: [rt-users] Hide email quoted text In-Reply-To: <2B7B7880538AA440B5FBCE7A56E8CB452B546F@TF-FS2.internal.techfluent.com> Message-ID: <00a201c6aa4f$0142c850$61fd3f0a@dew04141> Hi, really a good idea, i will also do lots of testing if someone post a patch Torsten -----Urspr?ngliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Duncan Shannon Gesendet: Montag, 17. Juli 2006 22:10 An: der Mouse; rt-users at lists.bestpractical.com Betreff: RE: [rt-users] Hide email quoted text > Simplest thing here is to remove quoted lines - but only in a > contiguous block at the end of the message. > > That'll nuke 90-95% of the problem, based on my (admittedly rather > limited) experience with top-posters. Sounds good to me. Guess we'd need to define how many lines constitute a contiguous block. So.. who's gonna submit a patch? :) ill help test! duncan _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From ClancyIan at cel.ie Tue Jul 18 06:00:42 2006 From: ClancyIan at cel.ie (Ian Clancy) Date: Tue, 18 Jul 2006 11:00:42 +0100 Subject: [rt-users] RT LDAP with OpenLdap and Exchange 5.5 In-Reply-To: References: Message-ID: <44BCB14A.5080302@cel.ie> Thanks Folks for your reply. Exchange 5.5 does support LDAP and i have it enabled and listening on 389 and 636 on the server. I know it's working as i can lookup email addresses from Thunderbird etc.. We will be upgrading in the future but it's unlikely to be Exchange. Joachim, i like your suggestion of connecting to Exchange LDAP with an LDAP Browser. I already use phpMyAdmin for OpenLDAP so maybe i will be able to connect to Exchange with this. Either way i'll let everyone know how it goes. Regards, -- Ian Clancy IT Co-ordinator Joachim Thuau wrote: > Actually, the directory is available through ldap (maybe not in the > default install, but it can be enabled). > see, for > example, http://www.microsoft.com/technet/prodtechnol/exchange/55/reskit/exc00.mspx > > Now, that doesn't actually solve the problem. Ian, i would suggest you > get something like a ldap browser, and point it to your exchange > server to make sure that > 1) you have the proper credentials/account info to connect to that > ldap service > 2) that you double check the schema that exchange is using. > 3) adapt your settings in either RT's config (server, > login/pass) and/or exchange to pull the data you wish (correct the > mapping). > > may i suggest you have a quick look at "Softerra LDAP Browser" (a > google search should yield a couple download link). I believe that > there is a version of that client that is free. this would allow you > to verify that all the settings that you are using are all correct. > > Sorry for not giving you a straight answer. I have installed RT 3.6.0 > only 2 weeks ago, and i have been extremely happy with the little > testing with have done on it so far... > > Thanks, > Jok > > -----Original Message----- > *From:* rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com]*On Behalf Of > *Vladimir Jirasek > *Sent:* Monday, July 17, 2006 12:36 PM > *To:* rt-users at lists.bestpractical.com > *Subject:* Re: [rt-users] RT LDAP with OpenLdap and Exchange 5.5 > > Hello, > Unfortunately Exhange 5.5 does not use LDAP to store users details > but it has its own internal database (from NT days). I recommed > you upgrade to Exchnage 2003. But then you need Windows AD. > Regards > Vladimir Jirasek > > ------------ > Hi RT Users, > I've successfully set up RT to authenticate users against an OpenLDAP > Server (also used for Samba). We also have and Exchange 5.5 server on > site that contains infotmation about users etc.. > While i want to use OpenLDAP to authenticate against, i would like to > pull user information from the Exchange 5.5 server. > I'm just cant get the user info part working. I'm not really sure > what > settings i should have in RT_SiteConfig.pm for Exchange 5.5 for the > following paramenters : > This is what i have at the moment. > > Set($LdapAttrMap, {'Name' => 'uid', > 'EmailAddress' => 'mail', > 'Organization' => 'dc', > 'RealName' => 'displayName', > 'ExternalContactInfoId' => 'dn', > 'ExternalAuthId' => 'uid', > 'Gecos' => 'gecos', > 'WorkPhone' => 'telephoneNumber', > 'Address1' => 'ou', > 'Address2' => 'physicalDeliveryOfficeName'} > ); > > Set($LdapInfoServer, 'pdc.cel'); > Set($LdapInfoBase, 'ou=CEL,o=CEL'); > Set($LdapInfoFilter, "(objectclass=*)"); > > > Has anyone else had any luck pulling info from Exchange 5.5. > > -- > Ian Clancy > IT Co-ordinator > Connaught Electronics Ltd. > Dunmore Rd, > Tuam, > Co. Galway, > Ireland. > > P : ++353 93 23151 > F : ++353 93 23110 > E : mailto:clancyian at cel.ie > W : http://www.cel-europe.com > >------------------------------------------------------------------------ > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com > > >We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > From brent at skyblue.eu.org Tue Jul 18 08:17:38 2006 From: brent at skyblue.eu.org (Brent Geach) Date: Tue, 18 Jul 2006 13:17:38 +0100 Subject: [rt-users] CustomField searching Message-ID: <000101c6aa64$2a5d0ab0$6f0b0b0a@mforma.com> Hi Im probably going over something that has been done a few times before but Im struggling to find any info on howto get it done. I see from the wiki http://wiki.bestpractical.com/index.cgi?DisplayCustomFieldsInTicketSearch that from 3.2 its supposed to be a point and click exercise from the GUI. I have been over it and I cant seem to find any options anywhere that would allow me to set this up. Also the files have changed names since the posting above. Any updated info on how to implement searching based on customfield values? Thanks Brent -------------- next part -------------- An HTML attachment was scrubbed... URL: From HelmuthRamirez at compupay.com Tue Jul 18 08:59:27 2006 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Tue, 18 Jul 2006 08:59:27 -0400 Subject: [rt-users] RT 3.6 Internet Explorer window resize crashes browser Message-ID: <7314881427FC8A4081673E8CEEA792490226029D@EXMIAMI01.compupay.com> I'm having the EXACT issue mentioned here. My backend is Debian Sarge with MySql running RT3.6. Just in case I didn't send my e-mail in correctly, here is the original e-mail I am referring to: ******************************* Hello Recently upgraded to RT 3.6 from RT3.4. Running on BSD5.4 with Mysql Site works fine in Mozilla. When a user using Internet Explorer logs into RT and then resizes the window, the browser instance becomes unresponsive and must be shut down. If I resize the login page, this does not happen. Message shows up at bottom of browser saying 4 items remaining and that it is Downloading picture cb.gif or ct.gif from the server. This flickers for a few moments and then stops.. While this is occurring, the server itself becomes unresponsive. If I go to another browser and attempt to login to the site, I get a timeout error. Ssh client still works. The debug.log and the apache logs do not show any activity while this is occurring. The at a glance page formatting is not showing up correctly. The reminders and quick search boxes are on top of the 10 highest priority tickets I own and 10 newest tickets. Problem occurs on version 6.0.2900.2180 sp2 and 6.0.2800.1106 sp1 versions of Internet Explorer. Have not tried others. Thanks for any responses. Steve Hache -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfh at pipex.net Tue Jul 18 09:18:04 2006 From: rfh at pipex.net (Roy El-Hames) Date: Tue, 18 Jul 2006 14:18:04 +0100 Subject: [rt-users] CustomField searching In-Reply-To: <000101c6aa64$2a5d0ab0$6f0b0b0a@mforma.com> References: <000101c6aa64$2a5d0ab0$6f0b0b0a@mforma.com> Message-ID: <44BCDF8C.2050609@pipex.net> No sure what you mean .. If you mean using query builder searching for tickets with custom field 'Blah', then: if your custom field are Global these should appear in the search fields .. if the custom field is a queue custom field then you'll need to select the queue hit add then your custom field appear for you .. If you mean displaying a custom field value in an Element (mytickets/myrequests) then as per the link below the following code works for me: <%$Ticket->FirstCustomFieldValue('Blah')%> Roy Brent Geach wrote: > Hi > > Im probably going over something that has been done a few times before but > Im struggling to find any info on howto get it done. > > I see from the wiki > > http://wiki.bestpractical.com/index.cgi?DisplayCustomFieldsInTicketSearch > > > > that from 3.2 its supposed to be a point and click exercise from the GUI. I > have been over it and I cant seem to find any options anywhere that would > allow me to set this up. Also the files have changed names since the posting > above. > > > > Any updated info on how to implement searching based on customfield values? > > > > Thanks > > Brent > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From tsmith at loc.gov Tue Jul 18 09:27:25 2006 From: tsmith at loc.gov (Timothy Smith) Date: Tue, 18 Jul 2006 09:27:25 -0400 Subject: [rt-users] CustomField searching Message-ID: >>> "Brent Geach" 07/18/06 8:17 AM >>> > Any updated info on how to implement searching based on customfield > values? Select & add a queue first in the query screen. Alternatively, make your custom fields global. Tim Smith From blkline at attglobal.net Tue Jul 18 09:27:29 2006 From: blkline at attglobal.net (Barry L. Kline) Date: Tue, 18 Jul 2006 09:27:29 -0400 Subject: [rt-users] Search on merged ticket differs between 3.4.5 & 3.6.0 In-Reply-To: <1153189545.31905.4.camel@les-home.futuresource.com> References: <44BC0BDD.8030908@attglobal.net> <44BC0ED4.3070805@lbl.gov> <1153189545.31905.4.camel@les-home.futuresource.com> Message-ID: <44BCE1C1.1090702@attglobal.net> Les Mikesell wrote: > On Mon, 2006-07-17 at 17:27, Kenneth Crocker wrote: > So what is the appropriate response for someone who has gotten > an email with the original number and wants to follow up but > someone else has merged it? How does that person referring > to #100 catch up? Merging it usually doesn't make the problem > go away. Hi Les. That is my EXACT problem. We have some queues where the admins get paged with a ticket. Let's say that ticket #200 is created and the admins get paged. One of them decides that 200 needs to be merged into 100 (for whatever reason). The other admins look at the queue, can't find 200 anymore and have no idea what happened to it. Was it deleted? Was it merged? All they end up doing it wasting time trying to find 200. I suppose I could write a scrip to send a notification when a ticket is merged, but then I'd have to listen to the complaints of excessive pages. Oh well, you win some and you lose some. Barry From tsmith at loc.gov Tue Jul 18 09:36:19 2006 From: tsmith at loc.gov (Timothy Smith) Date: Tue, 18 Jul 2006 09:36:19 -0400 Subject: [rt-users] inconsistent main page links Message-ID: This happened to me with the links to Search/Results.html in the headings of the boxes on the front page depending on whether I accessed the front page as http://lindev/rt (bad) or http://lindev/rt/ (good). A glance at the HTML source confirms that RT is generating relative links. I think there's a bug here somewhere; I'm not sure whether RT ought to force a trailing slash in its URL or stop using relative links. Tim Smith >>> Troy Orion Cox 07/17/06 5:29 PM >>> On "RT at a glance", the links to the "10 highest priority tickets I own" seem to be broken. the numerical ID links are fine, but the text links are not. It seems like the WebPath is not correctly appended to the "subject" link. from my RT_SiteConfig.pm: Set($WebBaseURL, "http://myserver.com"); Set($WebPath, "/rt"); #: http://myserver.com/rt/Ticket/Display.html?id=2 Subject: http://myserver.com/Ticket/Display.html?id=2 Is this merely a configuration error on my part, or a simple bug? Thanks, -Troy From nmetrowsky at digitalglobe.com Tue Jul 18 09:49:30 2006 From: nmetrowsky at digitalglobe.com (Nick Metrowsky) Date: Tue, 18 Jul 2006 07:49:30 -0600 Subject: [rt-users] Re: RTx::Statistics Message-ID: Hi Folks, I was able to get RTx::Statistics 1.8 to work with 3.6.0. It turns out that the call "TitleBox" does not work with RTx::Statistics, at least with the index.html file in the CallsQueueDay directory. So, I replaced line 18-20 with the following in index.html: <& /Elements/TitleBoxStart, title => $title, title_href => "/RTx/Statistics/CallsQueueDay/index.html?$QueryString &> I also needed to add a <% /Elements/TitleBoxEnd&> at approximately line 146, Right after
and just before:


<%perl> # Create the Graph URL With these changes, I was able to get this portion of RTx::Statistics to work. The rest of the functions seemed to work without any problems. I used the example of index.html in the OpenStalled directory to affect the changes need. I hope you find this information useful. 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: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of theillien Sent: Tuesday, July 18, 2006 3:11 AM To: Richard Ellis Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Re: RTx::Statistics Looking forward to being able to use it with v3.6. thanks for the work you do. Mathew Richard Ellis wrote: > Hi, > > I would ask for a little patience folks, Kelly and I maintain (mostly > Kelly) RTx Statistics for free and in what little spare time we get from > having a life and doing our day jobs. > > I'm upgrading our test server this week and should be able to start > getting it running with 3.6 as I have a new boss who is very sympathetic > to the Open Source ideals and is prepared to cover my time as long as it > doesn't impact other projects. > > We still use RTx Stats a great deal, with their output being used for > Management reporting. > > Richard > > /------------------------------/ > >> /Message: 7 >> Date: Mon, 17 Jul 2006 20:24:51 -0700 >> From: Mathew >> Subject: Re: [rt-users] RTx::Statistics >> To: "Kelly F. Hickel" >> Cc: rt-users at lists.bestpractical.com >> Message-ID: <44BC5483.1020405 at comcast.net> >> Content-Type: text/plain; charset=ISO-8859-1; format=flowed >> >> From what I've seen, RTx::Statistics has much more capability than the >> built-in reports offered with v3.6.0. I would like to see Statistics >> work with v3.6.0 but unfortunately it doesn't. At the moment, as I >> recommended earlier, I would avoid it. When the author (or another >> knowledgeable and motivated person) decides to update it, I'll consider >> it. But again, until then, I'm avoiding it. >> >> Mathew Snyder >> >> Kelly F. Hickel wrote: >> > So, no one has an opinion? Yeah, RIGHT! ;-> >> > >> > -Kelly >> > >> > >> >> -----Original Message----- >> >> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- >> >> bounces at lists.bestpractical.com] On Behalf Of Kelly F. Hickel >> >> Sent: Tuesday, July 11, 2006 5:25 AM >> >> To: theillien; Mike Coakley >> >> Cc: rt-users at lists.bestpractical.com >> >> Subject: RE: [rt-users] RTx::Statistics >> >> >> >> The information that I had was that Statistics probably wouldn't be >> >> needed with RT 3.6 because of the built in reports, so I haven't done >> >> much with it so far. Of course, I don't have 3.6 running yet either, >> >> I've been swamped with a ton of other things. >> >> >> >> So, time for a poll: How many folks think that RTx::Statistics is >> >> >> > still >> > >> >> needed, given the functionality in RT v3.6.0? >> >> >> >> -- >> >> >> >> 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 >> >> >> > theillien >> > >> >> Sent: Monday, July 10, 2006 7:47 PM >> >> To: Mike Coakley >> >> Cc: rt-users at lists.bestpractical.com >> >> Subject: Re: [rt-users] RTx::Statistics >> >> >> >> I haven't got this working on my installation of v3.6.0 either. I >> >> >> > think >> > >> >> it needs major work in order for it to be compatible. Right now I'm >> >> just relying on the built-in reports with v3.6.0. Perhaps when >> >> RTx::Statistics is made to work with it I'll see about integrating but >> >> until then, I'm avoiding it like the plague. >> >> >> >> Mathew Snyder >> >> >> >> Mike Coakley wrote: >> >> >> >>> Is this working with RT 3.6.0. I just did a clean install and it >> >>> >> > isn't >> > >> >>> working for me. Just hangs on some of the graph pages where I have >> >>> >> > to >> > >> >>> restart my Apache. On other pages I don't get any graph just the >> >>> >> >> "Result >> >> >> >>> Graph" alt text. >> >>> >> >>> Thanks, >> >>> >> >>> >> >> _______________________________________________ >> >> //_http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users_ >> >> >> >> Community help: _http://wiki.bestpractical.com_ >> >> Commercial support: sales at bestpractical.com >> >> >> >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> >> Buy a copy at _http://rtbook.bestpractical.com_ >> >> >> >> >> >> We're hiring! Come hack Perl for Best Practical: >> >> _http://bestpractical.com/about/jobs.html_ >> >> _______________________________________________ >> >> _http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users_ >> >> >> >> Community help: _http://wiki.bestpractical.com_ >> >> Commercial support: sales at bestpractical.com >> >> >> >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> >> Buy a copy at _http://rtbook.bestpractical.com_ >> >> >> >> >> >> We're hiring! Come hack Perl for Best Practical: >> >> _http://bestpractical.com/about/jobs.html_ >> >> >> > _______________________________________________ >> > _http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users_ >> > >> > Community help: _http://wiki.bestpractical.com_ >> > Commercial support: sales at bestpractical.com >> > >> > >> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> > Buy a copy at _http://rtbook.bestpractical.com_ >> > >> > >> > We're hiring! Come hack Perl for Best Practical: _http://bestpractical.com/about/jobs.html_ >> > >> > >> > / > > -- > Richard Ellis <_Richard.Ellis at Sun.COM_ > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From HelmuthRamirez at compupay.com Tue Jul 18 10:14:32 2006 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Tue, 18 Jul 2006 10:14:32 -0400 Subject: [rt-users] RT 3.6 Internet Explorer window resize crashes browser Message-ID: <7314881427FC8A4081673E8CEEA792490226029E@EXMIAMI01.compupay.com> Just to add a couple of other things about this. The login screen in Internet Explorer isn't centered, its off to the left. Once logged in, the text, bars, boxes, are noticeably larger than in Firefox (the boxes start to overlap each other). ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Helmuth Ramirez Sent: Tuesday, July 18, 2006 8:59 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] RT 3.6 Internet Explorer window resize crashes browser I'm having the EXACT issue mentioned here. My backend is Debian Sarge with MySql running RT3.6. Just in case I didn't send my e-mail in correctly, here is the original e-mail I am referring to: ******************************* Hello Recently upgraded to RT 3.6 from RT3.4. Running on BSD5.4 with Mysql Site works fine in Mozilla. When a user using Internet Explorer logs into RT and then resizes the window, the browser instance becomes unresponsive and must be shut down. If I resize the login page, this does not happen. Message shows up at bottom of browser saying 4 items remaining and that it is Downloading picture cb.gif or ct.gif from the server. This flickers for a few moments and then stops.. While this is occurring, the server itself becomes unresponsive. If I go to another browser and attempt to login to the site, I get a timeout error. Ssh client still works. The debug.log and the apache logs do not show any activity while this is occurring. The at a glance page formatting is not showing up correctly. The reminders and quick search boxes are on top of the 10 highest priority tickets I own and 10 newest tickets. Problem occurs on version 6.0.2900.2180 sp2 and 6.0.2800.1106 sp1 versions of Internet Explorer. Have not tried others. Thanks for any responses. Steve Hache -------------- next part -------------- An HTML attachment was scrubbed... URL: From josh+rt at eldertimes.us Tue Jul 18 09:47:36 2006 From: josh+rt at eldertimes.us (josh+rt at eldertimes.us) Date: Tue, 18 Jul 2006 09:47:36 -0400 Subject: [rt-users] binary attachment corruption on database move Message-ID: <20060718134736.GA28855@skadi.eldertimes.us> Has anyone else experienced corruption of binary attachments when moving their RT database from one host to another? Long version: I used mysqldump to export the rt3 db from a host running MySQL Max 4.1.13 to a machine running the RHEL MySQL 4.1.20. The my.cnf file was the same on both hosts, so I'm not too sure what could have happened, but now it appears that all the binary attachments in RT have been corrupted in some way. The RT frontend is still the exact same as before. thanks in advance, -jkl From sven.sternberger at desy.de Tue Jul 18 10:53:50 2006 From: sven.sternberger at desy.de (Sven Sternberger) Date: Tue, 18 Jul 2006 16:53:50 +0200 Subject: [rt-users] bugreport rt 3.6: search in merged tickets In-Reply-To: <1152201717.22270.19.camel@pcx4546.desy.de> References: <1152201717.22270.19.camel@pcx4546.desy.de> Message-ID: <1153234430.15441.13.camel@pcx4546.desy.de> Hello! the merge function in rt3.6 seems to be broken, after merge I can't find the ticket-id of the merged ticket, I can't find the subject, I can't find the content with the search function. The merged ticket is still there but I don't have a chance to find it. regards! sven btw: An acknowledge of these bug report would be very nice From jesse at bestpractical.com Tue Jul 18 10:56:21 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 18 Jul 2006 10:56:21 -0400 Subject: [rt-users] bugreport rt 3.6: search in merged tickets In-Reply-To: <1153234430.15441.13.camel@pcx4546.desy.de> References: <1152201717.22270.19.camel@pcx4546.desy.de> <1153234430.15441.13.camel@pcx4546.desy.de> Message-ID: <20060718145620.GF20065@bestpractical.com> On Tue, Jul 18, 2006 at 04:53:50PM +0200, Sven Sternberger wrote: > Hello! > > the merge function in rt3.6 seems to be broken, after merge > I can't find the ticket-id of the merged ticket, Of either ticket or the ticket you merged into another one? Merged tickets should entirely cease to have their own identities. > I can't find the subject, > I can't find the content > with the search function. The merged ticket is still there but > I don't have a chance to find it. > > regards! > > sven > > btw: > An acknowledge of these bug report would be very nice > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- From sven.sternberger at desy.de Tue Jul 18 11:09:54 2006 From: sven.sternberger at desy.de (Sven Sternberger) Date: Tue, 18 Jul 2006 17:09:54 +0200 Subject: [rt-users] bugreport rt 3.6: search in merged tickets In-Reply-To: <20060718145620.GF20065@bestpractical.com> References: <1152201717.22270.19.camel@pcx4546.desy.de> <1153234430.15441.13.camel@pcx4546.desy.de> <20060718145620.GF20065@bestpractical.com> Message-ID: <1153235394.15441.25.camel@pcx4546.desy.de> On Tue, 2006-07-18 at 10:56 -0400, Jesse Vincent wrote: > > the merge function in rt3.6 seems to be broken, after merge > > I can't find the ticket-id of the merged ticket, > > Of either ticket or the ticket you merged into another one? only the ticket which is merged (source) > > Merged tickets should entirely cease to have their own identities. but if I send a reply to a customer and afterwards I merge this ticket. What happens when the customer calls me and give me his ticket id? I have no chance to find his ticket. > > I can't find the subject, > > I can't find the content I think this is valuable information which should be searchable. sven From barnesaw at ucrwcu.rwc.uc.edu Tue Jul 18 11:13:11 2006 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 18 Jul 2006 11:13:11 -0400 Subject: [rt-users] bugreport rt 3.6: search in merged tickets In-Reply-To: <1153235394.15441.25.camel@pcx4546.desy.de> References: <1152201717.22270.19.camel@pcx4546.desy.de> <1153234430.15441.13.camel@pcx4546.desy.de> <20060718145620.GF20065@bestpractical.com> <1153235394.15441.25.camel@pcx4546.desy.de> Message-ID: <44BCFA87.5090708@ucrwcu.rwc.uc.edu> This is when an OnMerge scrip could be useful. Merge the ticket, notify the source ticket's owner of their new ticket number, problem solved. Sven Sternberger wrote: > On Tue, 2006-07-18 at 10:56 -0400, Jesse Vincent wrote: > >>> the merge function in rt3.6 seems to be broken, after merge >>> I can't find the ticket-id of the merged ticket, >>> >> Of either ticket or the ticket you merged into another one? >> > only the ticket which is merged (source) > > >> Merged tickets should entirely cease to have their own identities. >> > > but if I send a reply to a customer and afterwards I merge this ticket. > What happens when the customer calls me and give me his ticket id? I > have no chance to find his ticket. > > >>> I can't find the subject, >>> I can't find the content >>> > > I think this is valuable information which should be searchable. > > sven > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From nmetrowsky at digitalglobe.com Tue Jul 18 11:26:46 2006 From: nmetrowsky at digitalglobe.com (Nick Metrowsky) Date: Tue, 18 Jul 2006 09:26:46 -0600 Subject: [rt-users] Images in Tickets Message-ID: Hi Everyone, When a user submits a ticket, with an image, the image is displayed, when viewing a ticket, in a different location than where it was placed in the message. For example, The message sent was: Dear Support: Please look at this: Thanks. However, when one views the ticket, they see: Mail Headers Dear Support, Please take a look at this. Thanks. This is occurring in RT 3.4.4. Does this have something to do with the way rt-mailgate handles attachments? Is there some setting to have this display when the sender intended? Thank you for your response in advance. Take care! Nick ------------------------------------------------------------------------ --------- Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax nmetrowsky at digitalglobe.com DigitalGlobe (r), An Imaging and Information Company http://www.digitalglobe.com ------------------------------------------------------------------------ --------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Tue Jul 18 11:27:13 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 18 Jul 2006 11:27:13 -0400 Subject: [rt-users] bugreport rt 3.6: search in merged tickets In-Reply-To: <1153235394.15441.25.camel@pcx4546.desy.de> References: <1152201717.22270.19.camel@pcx4546.desy.de> <1153234430.15441.13.camel@pcx4546.desy.de> <20060718145620.GF20065@bestpractical.com> <1153235394.15441.25.camel@pcx4546.desy.de> Message-ID: <20060718152713.GH20065@bestpractical.com> > > Merged tickets should entirely cease to have their own identities. > > but if I send a reply to a customer and afterwards I merge this ticket. > What happens when the customer calls me and give me his ticket id? I > have no chance to find his ticket. It should be the case that searching for the old ticket number will get you the new ticket. From ESchultz at corp.untd.com Tue Jul 18 11:32:24 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Tue, 18 Jul 2006 08:32:24 -0700 Subject: [rt-users] Possible for contents in subject line to map into customfields? Message-ID: <5613F89D78D2F545A40423EBA5535C3010A37891@LAXEVS01.lax.corp.int.untd.com> I use this scrip to check the incoming To: address and use that to set the CF - it could easily be adapted to look at the incoming subject instead. Custom action prep 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 my $team = $msgatt->GetHeader('To'); ($team) = ($team =~ /(\w+)\@\w+/); return 0 if ($team eq 'billingops'); # exception for default address $self->TicketObj->SetSubject( "[$team] " . $self->TicketObj->Subject ); --------------------------- Custom action cleanup code: --------------------------- my $msgatt = $self->TransactionObj->Attachments->First; my $team = $msgatt->GetHeader('To'); ($team) = ($team =~ /<(\w+)\@.+$/); my $cf = RT::CustomField->new( $RT::SystemUser ); $self->TicketObj->AddCustomFieldValue( Field => 19, Value => $team, RecordTransaction => 0 ) if ($self->TicketObj->CustomFieldValues($cf->Id)->Count < 1); } --------------------------- Only "problem" there is that the field ID is hardcoded. However, I prefer this to looking up the CF name and then getting the ID, because it is less likely the ID of the CF will change than someone who might want to rename it. Hope this helps. Eric Schultz United Online -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Tony Graziano Sent: Monday, July 17, 2006 4:55 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Possible for contents in subject line to map into customfields? We have been using RT for a couple of years now. We have it fielding phone calls from our helpdesk queue since the pbx can send voice mails as an email attachment. I actually have two questions (RTv3.6): 1. If the "requestor" of the ticket is our phone system, is there a scrip or custom condition that can be met to create the ticket and notify the admin's etc. but not the requestor if it is a specific requestor? 2. We get caller ID name and number in the subject lines (usually) and would be interested to know if there is a way a scrip could also write the information into the custom fields or not. Thanks, Tony _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From blkline at attglobal.net Tue Jul 18 11:37:37 2006 From: blkline at attglobal.net (Barry L. Kline) Date: Tue, 18 Jul 2006 11:37:37 -0400 Subject: [rt-users] bugreport rt 3.6: search in merged tickets In-Reply-To: <20060718152713.GH20065@bestpractical.com> References: <1152201717.22270.19.camel@pcx4546.desy.de> <1153234430.15441.13.camel@pcx4546.desy.de> <20060718145620.GF20065@bestpractical.com> <1153235394.15441.25.camel@pcx4546.desy.de> <20060718152713.GH20065@bestpractical.com> Message-ID: <44BD0041.8010304@attglobal.net> Jesse Vincent wrote: > It should be the case that searching for the old ticket number will get > you the new ticket. Hi Jesse. I started a thread about this very thing. When you say "searching for the old ticket number" do you mean in the search box at the top? If so, then no, the ticket does not come up. The example I used was this: Say I have an existing ticket, #100. Some time later someone else opens a new ticket (#200) that we determine to be the same thing as #100, so we merge 200 back into 100. In 3.4.5 we could key 200 or 100 into the search box and get the information. In 3.6.0, we can only key 100 to get to the ticket. Is that working as designed? Thanks! Barry From pete at smtl.co.uk Tue Jul 18 11:21:32 2006 From: pete at smtl.co.uk (Pete Phillips) Date: Tue, 18 Jul 2006 16:21:32 +0100 Subject: [rt-users] command line boolean problem In-Reply-To: <03DBD1D5-A70D-493E-AF48-2C834DEAE53A@ultra-secure.de> References: <20060331002137.51E674D85FB@diesel.bestpractical.com> <03DBD1D5-A70D-493E-AF48-2C834DEAE53A@ultra-secure.de> Message-ID: <44BCFC7C.8040005@smtl.co.uk> Hi I'm running rt 3.4.2. If I look at my list of open tickets which Iown, there are 20 in the RT web interface. However if I run the following command: /opt/rt3/bin/rt list "owner = 'pete' AND ( status = 'open' OR status = 'new' )" I only get 11. Any ideas why the discrepancy ? Many thanks, Pete From sven.sternberger at desy.de Tue Jul 18 11:48:41 2006 From: sven.sternberger at desy.de (Sven Sternberger) Date: Tue, 18 Jul 2006 17:48:41 +0200 Subject: [rt-users] bugreport rt 3.6: search in merged tickets In-Reply-To: <20060718152713.GH20065@bestpractical.com> References: <1152201717.22270.19.camel@pcx4546.desy.de> <1153234430.15441.13.camel@pcx4546.desy.de> <20060718145620.GF20065@bestpractical.com> <1153235394.15441.25.camel@pcx4546.desy.de> <20060718152713.GH20065@bestpractical.com> Message-ID: <1153237721.15441.41.camel@pcx4546.desy.de> On Tue, 2006-07-18 at 11:27 -0400, Jesse Vincent wrote: > It should be the case that searching for the old ticket number will get > you the new ticket. > This is what I expected. I have an 3.6 installation from tarball. The installation is upgraded from 3.0.12. The search problem appears in tickets which are created before and after migration. The machine has an RHEL4 compatible installation. If I just modify the url (https://xxx.desy.de/Ticket/Display.html?id=42), and enter the id directly in the url it works. In the log files (rt and mysql) I see no warnings! regards! From jesse at bestpractical.com Tue Jul 18 11:50:07 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 18 Jul 2006 11:50:07 -0400 Subject: [rt-users] bugreport rt 3.6: search in merged tickets In-Reply-To: <1153237721.15441.41.camel@pcx4546.desy.de> References: <1152201717.22270.19.camel@pcx4546.desy.de> <1153234430.15441.13.camel@pcx4546.desy.de> <20060718145620.GF20065@bestpractical.com> <1153235394.15441.25.camel@pcx4546.desy.de> <20060718152713.GH20065@bestpractical.com> <1153237721.15441.41.camel@pcx4546.desy.de> Message-ID: <20060718155007.GJ20065@bestpractical.com> On Tue, Jul 18, 2006 at 05:48:41PM +0200, Sven Sternberger wrote: > On Tue, 2006-07-18 at 11:27 -0400, Jesse Vincent wrote: > > It should be the case that searching for the old ticket number will get > > you the new ticket. > > > This is what I expected. > > I have an 3.6 installation from tarball. The installation is upgraded > from 3.0.12. The search problem appears in tickets which are created > before and after migration. > Ok, then yes, that sounds like a bug. From tim.l.casada at sherwin.com Tue Jul 18 11:44:13 2006 From: tim.l.casada at sherwin.com (Tim Casada) Date: Tue, 18 Jul 2006 11:44:13 -0400 Subject: [rt-users] Re: binary attachment corruption on database move Message-ID: <44BD01CD.40805@sherwin.com> Yes I had this same problem. I updated the wiki with the fix I had found elsewhere: http://wiki.bestpractical.com/index.cgi?MigrateToNewServer See my "Note: I found that with the above command my binary attachments" section. -- Tim Casada From johnp at fmgsupport.com Tue Jul 18 11:58:06 2006 From: johnp at fmgsupport.com (John Parker) Date: Tue, 18 Jul 2006 16:58:06 +0100 Subject: [rt-users] RT 3.6 Internet Explorer window resize crashes browser Message-ID: <9F5C85218E0B6341ABA8C63A9E142B80B9C818@RALPH.fmggroup.com> I have seen this I think: It was when I added one of the LDAP overlays - /path/to/rt/local/html/Callbacks/LDAP/autohandler/Auth IE was worst affected. I took that out again as I needed the server running sharpish and haven't had time to retest to try and work out what was going on, but I would check anything you have added into RT that is not in the 3.6 distribution. Regards John ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Helmuth Ramirez Sent: 18 July 2006 15:15 To: rt-users at lists.bestpractical.com Subject: RE: [rt-users] RT 3.6 Internet Explorer window resize crashes browser Just to add a couple of other things about this. The login screen in Internet Explorer isn't centered, its off to the left. Once logged in, the text, bars, boxes, are noticeably larger than in Firefox (the boxes start to overlap each other). ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Helmuth Ramirez Sent: Tuesday, July 18, 2006 8:59 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] RT 3.6 Internet Explorer window resize crashes browser I'm having the EXACT issue mentioned here. My backend is Debian Sarge with MySql running RT3.6. Just in case I didn't send my e-mail in correctly, here is the original e-mail I am referring to: ******************************* Hello Recently upgraded to RT 3.6 from RT3.4. Running on BSD5.4 with Mysql Site works fine in Mozilla. When a user using Internet Explorer logs into RT and then resizes the window, the browser instance becomes unresponsive and must be shut down. If I resize the login page, this does not happen. Message shows up at bottom of browser saying 4 items remaining and that it is Downloading picture cb.gif or ct.gif from the server. This flickers for a few moments and then stops.. While this is occurring, the server itself becomes unresponsive. If I go to another browser and attempt to login to the site, I get a timeout error. Ssh client still works. The debug.log and the apache logs do not show any activity while this is occurring. The at a glance page formatting is not showing up correctly. The reminders and quick search boxes are on top of the 10 highest priority tickets I own and 10 newest tickets. Problem occurs on version 6.0.2900.2180 sp2 and 6.0.2800.1106 sp1 versions of Internet Explorer. Have not tried others. Thanks for any responses. Steve Hache ********************************************************************************************** We have taken all reasonable precautions to ensure that no viruses are transmitted from FMG Support to any third party. FMG Support accept no responsibility for any damage or loss resulting directly or indirectly from the use of this e-mail or its contents. This e-mail and any files transmitted with it are confidential and solely for the use of the addressee. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on this e-mail, is prohibited and may be unlawful. Opinions expressed in this e-mail are those of the individual and not those of the Company unless specifically indicated to that effect. If you have received this e-mail in error please inform us and delete it from your mailbox and/or any other storage mechanism. FMG Support Ltd T:0870 830 3830 mailto:support at fmgsupport.com. ********************************************************************************************** -------------- next part -------------- An HTML attachment was scrubbed... URL: From HelmuthRamirez at compupay.com Tue Jul 18 12:17:01 2006 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Tue, 18 Jul 2006 12:17:01 -0400 Subject: [rt-users] RT 3.6 Internet Explorer window resize crashes browser Message-ID: <7314881427FC8A4081673E8CEEA79249022602AA@EXMIAMI01.compupay.com> Yup, that did it, I moved the Auth file to a different place, restarted Apache, and formatting is back to normal within IE and I can resize the window without issue......soooooo how do we make the Auth file work? I'll help with whatever I can, unfortunately I'm not much of a coder :( From: John Parker [mailto:johnp at fmgsupport.com] Sent: Tuesday, July 18, 2006 11:58 AM To: Helmuth Ramirez; rt-users at lists.bestpractical.com Subject: RE: [rt-users] RT 3.6 Internet Explorer window resize crashes browser I have seen this I think: It was when I added one of the LDAP overlays - /path/to/rt/local/html/Callbacks/LDAP/autohandler/Auth IE was worst affected. I took that out again as I needed the server running sharpish and haven't had time to retest to try and work out what was going on, but I would check anything you have added into RT that is not in the 3.6 distribution. Regards John From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Helmuth Ramirez Sent: 18 July 2006 15:15 To: rt-users at lists.bestpractical.com Subject: RE: [rt-users] RT 3.6 Internet Explorer window resize crashes browser Just to add a couple of other things about this. The login screen in Internet Explorer isn't centered, its off to the left. Once logged in, the text, bars, boxes, are noticeably larger than in Firefox (the boxes start to overlap each other). From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Helmuth Ramirez Sent: Tuesday, July 18, 2006 8:59 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] RT 3.6 Internet Explorer window resize crashes browser I'm having the EXACT issue mentioned here. My backend is Debian Sarge with MySql running RT3.6. Just in case I didn't send my e-mail in correctly, here is the original e-mail I am referring to: ******************************* Hello Recently upgraded to RT 3.6 from RT3.4. Running on BSD5.4 with Mysql Site works fine in Mozilla. When a user using Internet Explorer logs into RT and then resizes the window, the browser instance becomes unresponsive and must be shut down. If I resize the login page, this does not happen. Message shows up at bottom of browser saying 4 items remaining and that it is Downloading picture cb.gif or ct.gif from the server. This flickers for a few moments and then stops.. While this is occurring, the server itself becomes unresponsive. If I go to another browser and attempt to login to the site, I get a timeout error. Ssh client still works. The debug.log and the apache logs do not show any activity while this is occurring. The at a glance page formatting is not showing up correctly. The reminders and quick search boxes are on top of the 10 highest priority tickets I own and 10 newest tickets. Problem occurs on version 6.0.2900.2180 sp2 and 6.0.2800.1106 sp1 versions of Internet Explorer. Have not tried others. Thanks for any responses. Steve Hache ************************************************************************ ********************** We have taken all reasonable precautions to ensure that no viruses are transmitted from FMG Support to any third party. FMG Support accept no responsibility for any damage or loss resulting directly or indirectly from the use of this e-mail or its contents. This e-mail and any files transmitted with it are confidential and solely for the use of the addressee. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on this e-mail, is prohibited and may be unlawful. Opinions expressed in this e-mail are those of the individual and not those of the Company unless specifically indicated to that effect. If you have received this e-mail in error please inform us and delete it from your mailbox and/or any other storage mechanism. FMG Support Ltd T:0870 830 3830 mailto:support at fmgsupport.com. ************************************************************************ ********************** -------------- next part -------------- An HTML attachment was scrubbed... URL: From trox at ices.utexas.edu Tue Jul 18 12:35:36 2006 From: trox at ices.utexas.edu (Troy Orion Cox) Date: Tue, 18 Jul 2006 11:35:36 -0500 Subject: [rt-users] "Right could not be revoked" from Everyone and Unprivileged Message-ID: <200607181135.36864.trox@ices.utexas.edu> There seems to be an issue with revoking DelegateRights and SuperUser privileges from the Unprivileged and Everyone system accounts. It has been mentioned on this list before, at the link below. http://comments.gmane.org/gmane.comp.bug-tracking.request-tracker.user/27707 Granting and revoking privileges from the Privileged system group works fine, it's just the two others that hang up. In the logs, I have [Tue Jul 18 16:21:53 2006] [debug]: RT::User::IsPassword auth method IsInternalPassword SUCCEEDED (/opt/rt360/local/lib/RT/User_Local.pm:288) [Tue Jul 18 16:21:53 2006] [info]: Successful login for root from xxx.xxx.xxx.xxx (/opt/rt360/local/html/Callbacks/LDAP/autohandler/Auth:46) [Tue Jul 18 16:21:53 2006] [debug]: RT::Date used date::parse to make 1970-01-01 21600 (/opt/rt360/lib/RT/Date.pm:212) [Tue Jul 18 16:22:08 2006] [warning]: User not loaded. (/opt/rt360/lib/RT/User_Overlay.pm:1729) [Tue Jul 18 16:22:13 2006] [warning]: User not loaded. (/opt/rt360/lib/RT/User_Overlay.pm:1729) Attempting to delete the rights separately shows the same behavior and log entries. -- Troy Orion Cox v: 512.475.8638 e: trox at ices.utexas.edu From KFCrocker at lbl.gov Tue Jul 18 13:31:07 2006 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 18 Jul 2006 10:31:07 -0700 Subject: [rt-users] bugreport rt 3.6: search in merged tickets In-Reply-To: <44BCFA87.5090708@ucrwcu.rwc.uc.edu> References: <1152201717.22270.19.camel@pcx4546.desy.de> <1153234430.15441.13.camel@pcx4546.desy.de> <20060718145620.GF20065@bestpractical.com> <1153235394.15441.25.camel@pcx4546.desy.de> <44BCFA87.5090708@ucrwcu.rwc.uc.edu> Message-ID: <44BD1ADB.3080807@lbl.gov> To all, I concur, but not only that, a scrip should be created to notify the original Requestor on a merge as well as the owner or whomever is administrating the Queue could add the requestor name from the old ticket (#100) to the ticket merged into (#200) by updating "people" of ticket #200. That way the requestor of ticket #100 will always get the communication you have set up a requestor to get. Now, if RT is not showing you #200 when you search for #100, that is a bug, but that does not remove the need for good admin scrips and communication on merges. Kenn LBNL Drew Barnes wrote: > This is when an OnMerge scrip could be useful. Merge the ticket, notify > the source ticket's owner of their new ticket number, problem solved. > > Sven Sternberger wrote: >> On Tue, 2006-07-18 at 10:56 -0400, Jesse Vincent wrote: >> >>>> the merge function in rt3.6 seems to be broken, after merge I can't >>>> find the ticket-id of the merged ticket, >>> Of either ticket or the ticket you merged into another one? >>> >> only the ticket which is merged (source) >> >> >>> Merged tickets should entirely cease to have their own identities. >>> >> >> but if I send a reply to a customer and afterwards I merge this ticket. >> What happens when the customer calls me and give me his ticket id? I >> have no chance to find his ticket. >> >> >>>> I can't find the subject, >>>> I can't find the content >>>> >> >> I think this is valuable information which should be searchable. >> >> sven >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> We're hiring! Come hack Perl for Best Practical: >> http://bestpractical.com/about/jobs.html >> > From sven.sternberger at desy.de Tue Jul 18 13:38:01 2006 From: sven.sternberger at desy.de (Sven Sternberger) Date: Tue, 18 Jul 2006 19:38:01 +0200 Subject: [rt-users] script question in rt3.6 Message-ID: <1153244281.15441.49.camel@pcx4546.desy.de> Hello! I have a "create ticket" template, and after the migration to 3.6 the subjects are broken, it looks like an array reference (exp. ARRAY(0xb721f50) ) In the template it looks like: ===Create-Ticket: test-NOC-Net Queue: testq-noc Subject: CC_BringInto: NOC-Net/{ $Tickets{'TOP'}->Subject() } DependedOnBy: Operating-Master Requestor: { $strRequestor } Content: { &getParentCF(); } { &getParentHistory(); } ENDOFCONTENT In the rt.log I saw line like: [Tue Jul 18 17:02:52 2006] [warning]: Attempt to use reference as lvalue in substr at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm line 981. (/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm:981) any hints, tipps, suggestions!!! regards sven From tim.berger at gmail.com Tue Jul 18 13:59:05 2006 From: tim.berger at gmail.com (Tim Berger) Date: Tue, 18 Jul 2006 10:59:05 -0700 Subject: [rt-users] Search on merged ticket differs between 3.4.5 & 3.6.0 In-Reply-To: <44BCE1C1.1090702@attglobal.net> References: <44BC0BDD.8030908@attglobal.net> <44BC0ED4.3070805@lbl.gov> <1153189545.31905.4.camel@les-home.futuresource.com> <44BCE1C1.1090702@attglobal.net> Message-ID: On 7/18/06, Barry L. Kline wrote: > > > That is my EXACT problem. We have some queues where the admins get > paged with a ticket. Let's say that ticket #200 is created and the > admins get paged. One of them decides that 200 needs to be merged into > 100 (for whatever reason). The other admins look at the queue, can't > find 200 anymore and have no idea what happened to it. Was it deleted? > Was it merged? All they end up doing it wasting time trying to find > 200. > > I suppose I could write a scrip to send a notification when a ticket is > merged, but then I'd have to listen to the complaints of excessive pages. > > Oh well, you win some and you lose some. > > Barry I certainly hope this is a bug. Purposefully vaporizing request numbers would be a very undesirable design decision as far as I'm concerned. I much prefer being able to type in either request number and be redirected as required. Still on 3.4.4 right now. Waiting for things like this to shake out before upgrading. -- -Tim -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Tue Jul 18 15:20:44 2006 From: todd at chaka.net (Todd Chapman) Date: Tue, 18 Jul 2006 15:20:44 -0400 Subject: [rt-users] Search on merged ticket differs between 3.4.5 & 3.6.0 In-Reply-To: References: <44BC0BDD.8030908@attglobal.net> <44BC0ED4.3070805@lbl.gov> <1153189545.31905.4.camel@les-home.futuresource.com> <44BCE1C1.1090702@attglobal.net> Message-ID: <20060718192044.GB27296@chaka.net> On Tue, Jul 18, 2006 at 10:59:05AM -0700, Tim Berger wrote: > On 7/18/06, Barry L. Kline wrote: > > > > > >That is my EXACT problem. We have some queues where the admins get > >paged with a ticket. Let's say that ticket #200 is created and the > >admins get paged. One of them decides that 200 needs to be merged into > >100 (for whatever reason). The other admins look at the queue, can't > >find 200 anymore and have no idea what happened to it. Was it deleted? > >Was it merged? All they end up doing it wasting time trying to find > >200. > > > >I suppose I could write a scrip to send a notification when a ticket is > >merged, but then I'd have to listen to the complaints of excessive pages. > > > >Oh well, you win some and you lose some. > > > >Barry > > > I certainly hope this is a bug. Purposefully vaporizing request numbers > would be a very undesirable design decision as far as I'm concerned. I much > prefer being able to type in either request number and be redirected as > required. That is the intended behavior. From justin.gallardo at oregonstate.edu Tue Jul 18 15:14:07 2006 From: justin.gallardo at oregonstate.edu (Justin Gallardo) Date: Tue, 18 Jul 2006 12:14:07 -0700 Subject: [rt-users] CustomField Hyperlinks Message-ID: <44BD32FF.4010501@oregonstate.edu> Hello all, On my ticket view, I am linking the values of the custom fields to the search page, searching for any other tickets that have that same value. Currently, this link is created with a target of 'new', thus making it open in a new window. Is there anyway to change this target so that it will load in the same window? Thanks a bunch. -- Justin Gallardo Network Engineering Oregon State University justin.gallardo at oregonstate.edu From plummer at geneseo.edu Tue Jul 18 16:01:16 2006 From: plummer at geneseo.edu (Shawn Plummer) Date: Tue, 18 Jul 2006 16:01:16 -0400 Subject: [rt-users] 3.6 continual re-login issue [A Fix!] In-Reply-To: <6.2.3.4.2.20060713122157.039da1a8@po14.mit.edu> References: <200607121617.k6CGHtSV023147@harper.uchicago.edu> <33456A64-BE7A-452E-B83E-21EF8105ECA1@bestpractical.com> <6.2.3.4.2.20060713122157.039da1a8@po14.mit.edu> Message-ID: On Jul 13, 2006, at 12:23 PM, Stephen Turner wrote: > At Wednesday 7/12/2006 12:21 PM, Jesse Vincent wrote: > >> We've got a branch of 3.6 with a "proper" fix for these issues (which >> I presume only manifest on MySQL 5. Would anyone like to confirm or >> deny that?) > > We have this problem with an Oracle 9 database. (RT 3.4.2, > mod_perl, Apache 1.3.26, SSL). > > Steve We have this problem with oracle10gR2 (CentOS 4.3 running, Apache 2.0.52, fastcgi) ~~~~~~~~~~~~~ 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 liuzmus at yahoo.com Tue Jul 18 16:27:07 2006 From: liuzmus at yahoo.com (Zhiming Liu) Date: Tue, 18 Jul 2006 13:27:07 -0700 (PDT) Subject: [rt-users] Default set CustomField value Message-ID: <20060718202707.14877.qmail@web32806.mail.mud.yahoo.com> Hi, Does someone know how to do this: 1. create a CustomField (such as CFU) for users; 2. input its value (such as CFU_A) when create a user A; 3. create a CustomField (such as CFT) for tickets. 4. when user A create a ticket, how to default set CFT's value as CFU_A? Thanks for your haelp, Zhiming. __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From eric.valor at daimlerchrysler.com Tue Jul 18 16:08:41 2006 From: eric.valor at daimlerchrysler.com (eric.valor at daimlerchrysler.com) Date: Tue, 18 Jul 2006 13:08:41 -0700 Subject: [rt-users] RT LDAP with OpenLdap and Exchange 5.5 In-Reply-To: <20060718130958.D243B4D81CE@diesel.bestpractical.com> Message-ID: Ian, once you figure out the appropriate settings for RT_SiteConfig it may be helpful to post them to http://wiki.bestpractical.com/index.cgi?LdapAttrMap. I submitted the AD map after a bit of trial-and-error with ldapsearch. -- Eric N. Valor Information Technology Manager DaimlerChrysler Research & Technology North America, Inc. eric.valor at daimlerchrysler.com 1510 Page Mill Road, Palo Alto, CA 94304 CIMS 931-00-00 650-845-2536 : This Space Intentionally Left Blank : rt-users-request at lists.bestpractical.com Sent by: rt-users-bounces at lists.bestpractical.com 07/18/2006 06:09 AM Please respond to rt-users at lists.bestpractical.com To rt-users at lists.bestpractical.com cc Subject RT-Users Digest, Vol 28, Issue 45 From: Ian Clancy Subject: Re: [rt-users] RT LDAP with OpenLdap and Exchange 5.5 To: Joachim Thuau Cc: "'rt-users at lists.bestpractical.com'" Message-ID: <44BCB14A.5080302 at cel.ie> Content-Type: text/plain; charset=ISO-8859-1; format=flowed Thanks Folks for your reply. Exchange 5.5 does support LDAP and i have it enabled and listening on 389 and 636 on the server. I know it's working as i can lookup email addresses from Thunderbird etc.. We will be upgrading in the future but it's unlikely to be Exchange. Joachim, i like your suggestion of connecting to Exchange LDAP with an LDAP Browser. I already use phpMyAdmin for OpenLDAP so maybe i will be able to connect to Exchange with this. Either way i'll let everyone know how it goes. Regards, -- Ian Clancy IT Co-ordinator Joachim Thuau wrote: > Actually, the directory is available through ldap (maybe not in the > default install, but it can be enabled). > see, for > example, http://www.microsoft.com/technet/prodtechnol/exchange/55/reskit/exc00.mspx > > Now, that doesn't actually solve the problem. Ian, i would suggest you > get something like a ldap browser, and point it to your exchange > server to make sure that > 1) you have the proper credentials/account info to connect to that > ldap service > 2) that you double check the schema that exchange is using. > 3) adapt your settings in either RT's config (server, > login/pass) and/or exchange to pull the data you wish (correct the > mapping). > > may i suggest you have a quick look at "Softerra LDAP Browser" (a > google search should yield a couple download link). I believe that > there is a version of that client that is free. this would allow you > to verify that all the settings that you are using are all correct. > > Sorry for not giving you a straight answer. I have installed RT 3.6.0 > only 2 weeks ago, and i have been extremely happy with the little > testing with have done on it so far... > > Thanks, > Jok > > -----Original Message----- > *From:* rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com]*On Behalf Of > *Vladimir Jirasek > *Sent:* Monday, July 17, 2006 12:36 PM > *To:* rt-users at lists.bestpractical.com > *Subject:* Re: [rt-users] RT LDAP with OpenLdap and Exchange 5.5 > > Hello, > Unfortunately Exhange 5.5 does not use LDAP to store users details > but it has its own internal database (from NT days). I recommed > you upgrade to Exchnage 2003. But then you need Windows AD. > Regards > Vladimir Jirasek > > ------------ > Hi RT Users, > I've successfully set up RT to authenticate users against an OpenLDAP > Server (also used for Samba). We also have and Exchange 5.5 server on > site that contains infotmation about users etc.. > While i want to use OpenLDAP to authenticate against, i would like to > pull user information from the Exchange 5.5 server. > I'm just cant get the user info part working. I'm not really sure > what > settings i should have in RT_SiteConfig.pm for Exchange 5.5 for the > following paramenters : > This is what i have at the moment. > > Set($LdapAttrMap, {'Name' => 'uid', > 'EmailAddress' => 'mail', > 'Organization' => 'dc', > 'RealName' => 'displayName', > 'ExternalContactInfoId' => 'dn', > 'ExternalAuthId' => 'uid', > 'Gecos' => 'gecos', > 'WorkPhone' => 'telephoneNumber', > 'Address1' => 'ou', > 'Address2' => 'physicalDeliveryOfficeName'} > ); > > Set($LdapInfoServer, 'pdc.cel'); > Set($LdapInfoBase, 'ou=CEL,o=CEL'); > Set($LdapInfoFilter, "(objectclass=*)"); > > > Has anyone else had any luck pulling info from Exchange 5.5. > > -- > Ian Clancy > IT Co-ordinator > Connaught Electronics Ltd. > Dunmore Rd, > Tuam, > Co. Galway, > Ireland. > > P : ++353 93 23151 > F : ++353 93 23110 > E : mailto:clancyian at cel.ie > W : http://www.cel-europe.com > >------------------------------------------------------------------------ > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com > > >We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > ------------------------------ Message: 4 Date: Tue, 18 Jul 2006 13:17:38 +0100 From: "Brent Geach" Subject: [rt-users] CustomField searching To: Message-ID: <000101c6aa64$2a5d0ab0$6f0b0b0a at mforma.com> Content-Type: text/plain; charset="us-ascii" Hi Im probably going over something that has been done a few times before but Im struggling to find any info on howto get it done. I see from the wiki http://wiki.bestpractical.com/index.cgi?DisplayCustomFieldsInTicketSearch that from 3.2 its supposed to be a point and click exercise from the GUI. I have been over it and I cant seem to find any options anywhere that would allow me to set this up. Also the files have changed names since the posting above. Any updated info on how to implement searching based on customfield values? Thanks Brent -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20060718/9aad9cdd/attachment-0001.htm ------------------------------ Message: 5 Date: Tue, 18 Jul 2006 08:59:27 -0400 From: "Helmuth Ramirez" Subject: [rt-users] RT 3.6 Internet Explorer window resize crashes browser To: Message-ID: <7314881427FC8A4081673E8CEEA792490226029D at EXMIAMI01.compupay.com> Content-Type: text/plain; charset="us-ascii" I'm having the EXACT issue mentioned here. My backend is Debian Sarge with MySql running RT3.6. Just in case I didn't send my e-mail in correctly, here is the original e-mail I am referring to: ******************************* Hello Recently upgraded to RT 3.6 from RT3.4. Running on BSD5.4 with Mysql Site works fine in Mozilla. When a user using Internet Explorer logs into RT and then resizes the window, the browser instance becomes unresponsive and must be shut down. If I resize the login page, this does not happen. Message shows up at bottom of browser saying 4 items remaining and that it is Downloading picture cb.gif or ct.gif from the server. This flickers for a few moments and then stops.. While this is occurring, the server itself becomes unresponsive. If I go to another browser and attempt to login to the site, I get a timeout error. Ssh client still works. The debug.log and the apache logs do not show any activity while this is occurring. The at a glance page formatting is not showing up correctly. The reminders and quick search boxes are on top of the 10 highest priority tickets I own and 10 newest tickets. Problem occurs on version 6.0.2900.2180 sp2 and 6.0.2800.1106 sp1 versions of Internet Explorer. Have not tried others. Thanks for any responses. Steve Hache -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20060718/da2db0da/attachment.htm ------------------------------ _______________________________________________ RT-Users mailing list RT-Users at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users End of RT-Users Digest, Vol 28, Issue 45 **************************************** -------------- next part -------------- An HTML attachment was scrubbed... URL: From dmbeethe at fedex.com Tue Jul 18 16:54:27 2006 From: dmbeethe at fedex.com (Don Beethe) Date: Tue, 18 Jul 2006 15:54:27 -0500 Subject: [rt-users] 3.6 continual re-login issue Message-ID: I have been running 3.6 in a test mode trying to figure out what is causing this. I suspected it may have been due to customizations we have done to link in our corporate LDAP, but after taking the share/html files and modifying them with our custom lines, it still fails. Have stumbled on the condition where on the "RT at a glance" page, if I click the edit option to change what is displayed, and just click the save for summary rows, and return to the home page, I don't get stuck in the login loop. Don't know if this helps track down where this is coming from, but... From lesmikesell at gmail.com Tue Jul 18 17:16:28 2006 From: lesmikesell at gmail.com (Les Mikesell) Date: Tue, 18 Jul 2006 16:16:28 -0500 Subject: [rt-users] bugreport rt 3.6: search in merged tickets In-Reply-To: <44BD1ADB.3080807@lbl.gov> References: <1152201717.22270.19.camel@pcx4546.desy.de> <1153234430.15441.13.camel@pcx4546.desy.de> <20060718145620.GF20065@bestpractical.com> <1153235394.15441.25.camel@pcx4546.desy.de> <44BCFA87.5090708@ucrwcu.rwc.uc.edu> <44BD1ADB.3080807@lbl.gov> Message-ID: <1153257388.7311.11.camel@moola.futuresource.com> On Tue, 2006-07-18 at 10:31 -0700, Kenneth Crocker wrote: > To all, > > I concur, but not only that, a scrip should be created to notify the > original Requestor on a merge as well as the owner or whomever is > administrating the Queue could add the requestor name from the old > ticket (#100) to the ticket merged into (#200) by updating "people" of > ticket #200. That way the requestor of ticket #100 will always get the > communication you have set up a requestor to get. Now, if RT is not > showing you #200 when you search for #100, that is a bug, but that does > not remove the need for good admin scrips and communication on merges. It's not just the requestor that needs to be able to track the eventual disposition - it is anyone that has ever had the original number which the person doing the merge may not know. I would hope that email responses with the old ticket ID would land in the right place too. -- Les Mikesell les at futuresource.com From KFCrocker at lbl.gov Tue Jul 18 18:29:06 2006 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 18 Jul 2006 15:29:06 -0700 Subject: [rt-users] See ticket, but none of the replies/comments In-Reply-To: <80F4E88F-CDCA-405B-A3B3-1E254C2AF501@asbury.edu> References: <44AD3CA6.8030701@lbl.gov> <80F4E88F-CDCA-405B-A3B3-1E254C2AF501@asbury.edu> Message-ID: <44BD60B2.9060804@lbl.gov> Rich, For Global privileges, make sure that CommentOnTicket and ShowTicketComments are not granted to any group or user. There should be no Global user rights granted. ShowTicket and SeeQueue should be the only privilege you grant (as far as looking at tickets is concerned) and I would only do that at the Global level if you want that granted regardless of Queue. This short list of rights should NOT let them see the comments on a ticket. Kenn LBNL Rich Bowen wrote: > > On Jul 6, 2006, at 12:39, Kenneth Crocker wrote: > >> Rich, >> >> Check your global system group privileges and roles for that Queue. > > Yes, I did check the global system group privileges and roles for that > Queue. The question is, what permission/privilege should I be checking > for, since the ones that I thought ("show ticket" and "show ticket > comments") don't appear to have the desired effect, and the folks can > see the ticket *and* the comments, when I just want them to be able to > see the ticket. >> > > >> Rich Bowen wrote: >>> I want to be able to give "help desk" folks the ability to keep >>> seeing the tickets (ID, subject) after they have transferred it into >>> another queue - without seeing the comments/replies that have been >>> made on that ticket. I thought that this was "show ticket" without >>> "show ticket comments", but folks can still see the comments, which I >>> didn't expect. >>> Any assistance? >>> --Rich > > > From Chris.Covington at plusone.com Tue Jul 18 19:00:30 2006 From: Chris.Covington at plusone.com (Covington, Chris) Date: Tue, 18 Jul 2006 19:00:30 -0400 Subject: [rt-users] 3.6 continual re-login issue [A Fix!] Message-ID: We have the same problem with rt (both 3.6 & 3.4.X) on Gentoo. Perl 5.8.8, mysql (both 4.1 & 5.0), latest dbd-mysql, fastcgi, apache 2.0.59. None of these suggested fixes have resolved the problem, and we have been experiencing the problem for about 2 months. --- Chris Covington IT Plus One Health Management 75 Maiden Lane Suite 801 NY, NY 10038 646-312-6269 http://www.plusoneactive.com From duncan at mcs.vuw.ac.nz Tue Jul 18 18:54:37 2006 From: duncan at mcs.vuw.ac.nz (Duncan McEwan) Date: Wed, 19 Jul 2006 10:54:37 +1200 Subject: [rt-users] binary attachment corruption on database move In-Reply-To: Message from josh+rt@eldertimes.us of "Tue, 18 Jul 2006 09:47:36 -0400." <20060718134736.GA28855@skadi.eldertimes.us> Message-ID: <200607182254.k6IMsbXs004747@shed11.mcs.vuw.ac.nz> > Has anyone else experienced corruption of binary attachments when moving > their RT database from one host to another? There have been several threads on this subject on the mailing lists. Search the rt-devel archives for Dec 05 for the subject "mysqldump on Attachments table (bug #6655)" and the rt-users archives for Jan 06 for the subject "BUG: MySQL dump of database now attachments dont display" I posted to both of those threads to say that I'd tried to reproduce the described problem by dumping and then restoring a test database but had been unable to. I was concerned that my testing might be incorrect and that if I ever had to do a real restore I'd find out the hard way that we did suffer from the problem :-( Since that time I have had occasion to dump and restore my complete RT database containing ~20000 tickets and found no corruption of binary attachments (word documents or jpgs). Ruslan did post in the 2nd of the threads mentioned above (message ID <589c94400601112215i878350cw4064659ea4510a8c at mail.gmail.com>) saying: > Yep. I think that's because this problem hits only people on MySQL 4.1 > with default server charset UTF-8, but this is small amount of users. > > I recommend to use 'latin-1' encoding for RT database in MySQL 4.1. > > Also people can convert almost all *TEXT columns to *BLOB, as tests > shows this helps and RT works correctly with MySQL with UTF-8 as > default charset. The settings for my mysql database are character_set_client latin1 character_set_connection latin1 character_set_database latin1 character_set_results latin1 character_set_server latin1 character_set_system utf8 Both utf8 and latin-1 are mentioned there and I'm not sure what the various settings are used for. But since I don't appear to be affected by the binary attachments corruption problem I must be following Ruslan's advice! Duncan From jmccoy at ggu.edu Tue Jul 18 19:14:19 2006 From: jmccoy at ggu.edu (John McCoy, Jr) Date: Tue, 18 Jul 2006 16:14:19 -0700 Subject: [rt-users] RT3.6 no queue in template Message-ID: <44BD6B4B.4030604@ggu.edu> Simple template triggered by subject line to create child ticket(s) for a workflow process. I've seen other posts about getting HASH errors with 3.6, is this a 3.6 bug? I've tried not listing a queue or using its number all with the same result. Thanks. ===Create-Ticket: Remove Groupwise User Queue: support Subject: Disable Novell Account Owner: rthduser Requestor: { $Tickets{'TOP'->OwnerObj->EmailAddress() } Parent: { $Tickets{'TOP'}->Id() } Content-Type: text/plain Content: The user listed in the parent ticket { $Tickets{'TOP'}->Id() } needs to be disabled in eDir and Groupwise. Please remember to resolve this ticket when it is done. ENDOFCONTENT Log: [Tue Jul 18 22:31:52 2006] [debug]: Converting 'ISO-8859-1' to 'utf-8' for text/plain - Employee Termination Notice (/opt/rt3/lib/RT/I18N.pm:226) [Tue Jul 18 22:31:52 2006] [debug]: About to think about scrips for transaction #10858 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160) [Tue Jul 18 22:31:52 2006] [debug]: About to think about scrips for transaction #10859 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160) [Tue Jul 18 22:31:52 2006] [debug]: About to think about scrips for transaction #10860 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160) [Tue Jul 18 22:31:52 2006] [debug]: About to think about scrips for transaction #10861 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160) [Tue Jul 18 22:31:52 2006] [debug]: About to think about scrips for transaction #10862 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160) [Tue Jul 18 22:31:52 2006] [debug]: About to prepare scrips for transaction #10862 (/opt/rt3/lib/RT/Transaction_Overlay.pm:164) [Tue Jul 18 22:31:52 2006] [debug]: Found 4 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:364) [Tue Jul 18 22:31:53 2006] [debug]: Detected Termination Notice with subject = Employee Termination Notice (/opt/rt3/local/lib/RT/Condition/OnEmployeeTermination.pm:17) [Tue Jul 18 22:31:53 2006] [debug]: Line: === (/opt/rt3/lib/RT/Action/CreateTickets.pm:810) [Tue Jul 18 22:31:53 2006] [debug]: Line: ===Create-Ticket: Remove Groupwise User (/opt/rt3/lib/RT/Action/CreateTickets.pm:813) [Tue Jul 18 22:31:53 2006] [debug]: **** Create ticket: create-Remove Groupwise User (/opt/rt3/lib/RT/Action/CreateTickets.pm:828) [Tue Jul 18 22:31:53 2006] [debug]: Line: Queue: support (/opt/rt3/lib/RT/Action/CreateTickets.pm:813) [Tue Jul 18 22:31:53 2006] [debug]: Line: Subject: Disable Novell Account (/opt/rt3/lib/RT/Action/CreateTickets.pm:813) [Tue Jul 18 22:31:53 2006] [debug]: Line: Owner: rthduser (/opt/rt3/lib/RT/Action/CreateTickets.pm:813) [Tue Jul 18 22:31:53 2006] [debug]: Line: Requestor: { $Tickets{'TOP'->OwnerObj->EmailAddress() } (/opt/rt3/lib/RT/Action/CreateTickets.pm:813) [Tue Jul 18 22:31:53 2006] [debug]: Line: Parent: { $Tickets{'TOP'}->Id() } (/opt/rt3/lib/RT/Action/CreateTickets.pm:813) [Tue Jul 18 22:31:53 2006] [debug]: Line: Content-Type: text/plain (/opt/rt3/lib/RT/Action/CreateTickets.pm:813) [Tue Jul 18 22:31:53 2006] [debug]: Line: Content: (/opt/rt3/lib/RT/Action/CreateTickets.pm:813) [Tue Jul 18 22:31:53 2006] [debug]: Line: The user listed in the parent ticket { $Tickets{'TOP'}->Id() } needs to be disabled in eDir and Groupwise. Please remember to resolve this ticket when it is done. (/opt/rt3/lib/RT/Action/CreateTickets.pm:813) [Tue Jul 18 22:31:53 2006] [debug]: Line: ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:813) [Tue Jul 18 22:31:53 2006] [debug]: About to commit scrips for transaction #10862 (/opt/rt3/lib/RT/Transaction_Overlay.pm:173) [Tue Jul 18 22:31:53 2006] [info]: #582/10862 - Scrip 3 (/opt/rt3/lib/RT/Action/SendEmail.pm:237) [Tue Jul 18 22:31:53 2006] [debug]: About to think about scrips for transaction #10863 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160) [Tue Jul 18 22:31:53 2006] [info]: sent To: jmccoy at ggu.edu (/opt/rt3/lib/RT/Action/SendEmail.pm:312) [Tue Jul 18 22:31:53 2006] [info]: #582/10862 - Scrip 4 (/opt/rt3/lib/RT/Action/SendEmail.pm:237) [Tue Jul 18 22:31:53 2006] [info]: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:249) [Tue Jul 18 22:31:53 2006] [debug]: In CreateByTemplate (/opt/rt3/lib/RT/Action/CreateTickets.pm:571) [Tue Jul 18 22:31:53 2006] [debug]: Workflow: processing create-Remove Groupwise User of RT::Ticket=HASH(0xa003364) (/opt/rt3/lib/RT/Action/CreateTickets.pm:586) [Tue Jul 18 22:31:53 2006] [debug]: Workflow: evaluating Queue: support Subject: Disable Novell Account Owner: rthduser Requestor: { $Tickets{'TOP'->OwnerObj->EmailAddress() } Parent: { $Tickets{'TOP'}->Id() } Content-Type: text/plain Content: The user listed in the parent ticket { $Tickets{'TOP'}->Id() } needs to be disabled in eDir and Groupwise. Please remember to resolve this ticket when it is done. ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:879) [Tue Jul 18 22:31:53 2006] [debug]: Workflow: yielding (/opt/rt3/lib/RT/Action/CreateTickets.pm:895) [Tue Jul 18 22:31:53 2006] [debug]: not a recognised queue object. (/opt/rt3/lib/RT/Ticket_Overlay.pm:391) [Tue Jul 18 22:31:53 2006] [debug]: RT::Ticket=HASH(0xa0033b8) No queue given for ticket creation. (/opt/rt3/lib/RT/Ticket_Overlay.pm:396) [Tue Jul 18 22:31:53 2006] [error]: Couldn't create related ticket create-Remove Groupwise User for 582 Could not create ticket. Queue not set (/opt/rt3/lib/RT/Action/CreateTickets.pm:617) [Tue Jul 18 22:31:53 2006] [debug]: Handling links for (/opt/rt3/lib/RT/Action/CreateTickets.pm:1414) [Tue Jul 18 22:31:53 2006] [debug]: Handling postponed actions for (/opt/rt3/lib/RT/Action/CreateTickets.pm:1461) [Tue Jul 18 22:31:53 2006] [info]: Ticket 582 created in queue 'Infrastructure' by jmccoy (/opt/rt3/lib/RT/Ticket_Overlay.pm:745) System info: RHEL 4 all patches (perl 5.8.5,Apache/2.0.52) Hardware: VM ESX 3.0 RC2 RT 3.6 from tar ball mod_fastcgi-2.4.2 from tar ball DBIx::SearchBuilder 1.39 mysql Ver 14.7 Distrib 4.1.20, for redhat-linux-gnu (i386) using readline 4.3 From jesse at bestpractical.com Tue Jul 18 21:34:27 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 18 Jul 2006 21:34:27 -0400 Subject: [rt-users] ANSWER: That logout bug on 3.6.0 Message-ID: I spent a while yesterday poking at the logout bug reported by many folks against RT 3.6.0. Turns out it's not one bug but several related bugs. And only some of them are in RT ;) I believe I've got a fairly complete solution ready to go. Issue 1: Apache::Session statement handle clobbering. Inside our session handling library, Apache::Session, there's internal magic to cache database statement handles for increased performance. This is great in traditional application design, but falls over badly when, say, you have a redirect back to another page on the application and that redirect happens before the session is firmly disconnected. In RT 3.6, we mainstreamed an RT change which automatically redirects you to a ticket page after a create, reply or comment. We've changed RT's behaviour to more agressively clear its database connection, clear it before issuing the redirect header and do a couple other small things that should help Issue 2: Host canonicalization. RT 3.6 uses absolute URLs for redirects. as well as in a couple other places. As of 3.6.0, we're redirecting to your "canonical" RT hostname. RT cookies are tied to a hostname. If you can get to RT as http://foo.company.com and http://foo, this would also cause a new authentication request. Both of these issues are fixed in the current Subversion tree, which will be released as RT 3.6.1pre1 later tonight. (Or tomorrow if I don't make it through before my flight). Best, Jesse -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From lwu at ebay.com Wed Jul 19 03:35:48 2006 From: lwu at ebay.com (Wu, Vince) Date: Wed, 19 Jul 2006 01:35:48 -0600 Subject: [rt-users] Mail amd log module don't work on my RT Message-ID: <5B2B49B232C7D24EB3F55EF753CC03E603B01341@DEN-EXM-05.corp.ebay.com> Recently I've set up RT3 in RHEL4. Everything goes well except the mail and log. I am sure the sendmail works but RT doesn't send any mail. Other more, RT doesn't log anything or even doesn't create the log file. How can I fix them? -------------- next part -------------- An HTML attachment was scrubbed... URL: From ran.chen at net263.com Wed Jul 19 03:42:34 2006 From: ran.chen at net263.com (=?UTF-8?B?6ZmI54S2?=) Date: Wed, 19 Jul 2006 15:42:34 +0800 Subject: [rt-users] Mail amd log module don't work on my RT References: <5B2B49B232C7D24EB3F55EF753CC03E603B01341@DEN-EXM-05.corp.ebay.com> Message-ID: <010a01c6ab06$e7256960$1cc6a8c0@CCF068A4B0192D> To solve mail problems please check/var/log/maillog To solve log problems please check/var/log/messages ----- Original Message ----- From: Wu, Vince To: rt-users at lists.bestpractical.com Sent: Wednesday, July 19, 2006 3:35 PM Subject: [rt-users] Mail amd log module don't work on my RT Recently I?ve set up RT3 in RHEL4. Everything goes well except the mail and log. I am sure the sendmail works but RT doesn?t send any mail. Other more, RT doesn?t log anything or even doesn?t create the log file. How can I fix them? ------------------------------------------------------------------------------ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html -------------- next part -------------- An HTML attachment was scrubbed... URL: From pete at smtl.co.uk Wed Jul 19 04:36:28 2006 From: pete at smtl.co.uk (Pete Phillips) Date: Wed, 19 Jul 2006 09:36:28 +0100 Subject: [rt-users] command line boolean problem Message-ID: <44BDEF0C.2040200@smtl.co.uk> Hi I'm running rt 3.4.2. If I look at my list of open tickets which I own, there are 20 in the RT web interface. However if I run the following command: /opt/rt3/bin/rt list "owner = 'pete' AND ( status = 'open' OR status = 'new' )" I only get 11. Any ideas why the discrepancy ? Many thanks, Pete PS: Resent this to the list as I must have hit reply last time, so it appears as a response to an unrelated thread. Apologies for that. :-( From rs at plusw.de Wed Jul 19 04:58:43 2006 From: rs at plusw.de (Rolf Schaufelberger) Date: Wed, 19 Jul 2006 10:58:43 +0200 Subject: [rt-users] RT 3.6 and Firefox and Expires Header Message-ID: <200607191058.43248.rs@plusw.de> Hi, I've just installed rt3.6 and saw a lot of requests done by Firefox. Looking a bit deeper at it I saw, that it was fetching all the .css, .js and images all the time. Looking at the cache I saw, the 'Expires' date was set on 1970-... . So I changed my autohandler in NoAuth/css to <%once> use HTTP::Date; <%init> $r->content_type('text/css'); $r->header_out('Expires', HTTP::Date::time2str (time + 180 * 24*3600 )); $m->call_next(); return(); and in NoAuth/js accordingly and now Firefox renders the pages much faster ! Maybe this helps somebody else. Regards plusW Rolf Schaufelberger rs at plusw.de From dmorgan at gmi-mr.com Wed Jul 19 05:00:40 2006 From: dmorgan at gmi-mr.com (Duncan Morgan) Date: Wed, 19 Jul 2006 19:00:40 +1000 Subject: [rt-users] Spell Check for RT 3.0.10 Message-ID: <004601c6ab11$d0b71150$a700a8c0@dmorganibm> Hello, Is there a spell check plug-in for RT version 3.0.10 ? Thanks, Duncan -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3080 bytes Desc: not available URL: From rfh at pipex.net Wed Jul 19 05:17:05 2006 From: rfh at pipex.net (Roy El-Hames) Date: Wed, 19 Jul 2006 10:17:05 +0100 Subject: [rt-users] 3.6 continual re-login issue [A Fix!] In-Reply-To: <816300A2-7262-426D-A186-3E3B4F7D7C41@bestpractical.com> References: <200607121617.k6CGHtSV023147@harper.uchicago.edu> <33456A64-BE7A-452E-B83E-21EF8105ECA1@bestpractical.com> <44B52FFD.9040403@pipex.net> <816300A2-7262-426D-A186-3E3B4F7D7C41@bestpractical.com> Message-ID: <44BDF891.5060903@pipex.net> Sorry for the delay (upgrading packages on gentoo is not straight forward).. but I tried 3.0004 and 3.0006 and the problem did n't reappear .. Just a thought for many that have this issue ..do they have ssl enabled?? My colleague suggested its a certain combination of mod_ssl and dbd-mysql that maybe causing this issue.. Roy Jesse Vincent wrote: > > On Jul 12, 2006, at 1:23 PM, Roy El-Hames wrote: > >> Jesse; >> my dev system rt-3.6 ,perl, v5.8.8 , apache 2.0.58, dbix 1.43, mysql >> 5.0.19 on gentoo system , I had this/similar problem with DBD-mysql >> 3.0003, fixed with moving to DBD-mysql 3.0002 .. no sign of this >> problem since.. >> Roy > > Can you tell me if this still happens with 3.0006? > From alexchorny at gmail.com Wed Jul 19 05:21:15 2006 From: alexchorny at gmail.com (Alexandr Ciornii) Date: Wed, 19 Jul 2006 12:21:15 +0300 Subject: [rt-users] Spell Check for RT 3.0.10 In-Reply-To: <004601c6ab11$d0b71150$a700a8c0@dmorganibm> References: <004601c6ab11$d0b71150$a700a8c0@dmorganibm> Message-ID: <2f1541220607190221n7b290636k3df4c34d1dc76f98@mail.gmail.com> Hello! 2006/7/19, Duncan Morgan : > Is there a spell check plug-in for RT version 3.0.10 ? You can use Firefox 2.0beta or external spellcheckers for Firefox (Aspellfox, Google toolbar). I've tried Aspellfox, but it did not work for me. Google toolbar works normally. -- Alexandr Ciornii, http://chorny.net From jesse at bestpractical.com Wed Jul 19 06:44:42 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 19 Jul 2006 06:44:42 -0400 Subject: [rt-users] RT 3.6 and Firefox and Expires Header In-Reply-To: <200607191058.43248.rs@plusw.de> References: <200607191058.43248.rs@plusw.de> Message-ID: <20060719104442.GW20065@bestpractical.com> On Wed, Jul 19, 2006 at 10:58:43AM +0200, Rolf Schaufelberger wrote: > Hi, > > I've just installed rt3.6 and saw a lot of requests done by Firefox. Looking > a bit deeper at it I saw, that it was fetching all the .css, .js and images > all the time. Looking at the cache I saw, the 'Expires' date was set on > 1970-... . So I changed my autohandler in NoAuth/css to Thanks. We've already made a similar fix for 3.6.1. > <%once> > use HTTP::Date; > > <%init> > $r->content_type('text/css'); > $r->header_out('Expires', HTTP::Date::time2str (time + 180 * 24*3600 )); > $m->call_next(); > return(); > > > and in NoAuth/js accordingly and now Firefox renders the pages much faster ! > Maybe this helps somebody else. > > Regards > > plusW > Rolf Schaufelberger > rs at plusw.de > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- From JoopvandeWege at mococo.nl Wed Jul 19 07:00:26 2006 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Wed, 19 Jul 2006 13:00:26 +0200 Subject: [rt-users] Spell Check for RT 3.0.10 In-Reply-To: <20060719104457.109574D8240@diesel.bestpractical.com> References: <20060719104457.109574D8240@diesel.bestpractical.com> Message-ID: <20060719125710.A167.JOOPVANDEWEGE@mococo.nl> Hello Duncan > > Is there a spell check plug-in for RT version 3.0.10 ? No, but you can use WBOSS for example. All you need todo is install aspell-0.6x + a language and modify atleast Update.html but I saw that I have forgotten Jumbo.html and it might also be useful to edit Create.html. I thought that I had put a patch on this list, try to search for WBOSS and see if it comes up or else I'll try to make a patch against 3.6 and I have a patch lying around for 3.4.3 Joop -- Joop van de Wege From dmorgan at gmi-mr.com Wed Jul 19 07:10:23 2006 From: dmorgan at gmi-mr.com (Duncan Morgan) Date: Wed, 19 Jul 2006 04:10:23 -0700 Subject: [rt-users] Spell Check for RT 3.0.10 References: <20060719104457.109574D8240@diesel.bestpractical.com> <20060719125710.A167.JOOPVANDEWEGE@mococo.nl> Message-ID: Thanks Joop. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com on behalf of Joop van de Wege Sent: Wed 7/19/2006 4:00 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Spell Check for RT 3.0.10 Hello Duncan > > Is there a spell check plug-in for RT version 3.0.10 ? No, but you can use WBOSS for example. All you need todo is install aspell-0.6x + a language and modify atleast Update.html but I saw that I have forgotten Jumbo.html and it might also be useful to edit Create.html. I thought that I had put a patch on this list, try to search for WBOSS and see if it comes up or else I'll try to make a patch against 3.6 and I have a patch lying around for 3.4.3 Joop -- Joop van de Wege _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html -------------- next part -------------- An HTML attachment was scrubbed... URL: From dmbeethe at fedex.com Wed Jul 19 09:10:33 2006 From: dmbeethe at fedex.com (Don Beethe) Date: Wed, 19 Jul 2006 08:10:33 -0500 Subject: [rt-users] 3.6 continual re-login issue [A Fix!] In-Reply-To: <44BDF891.5060903@pipex.net> Message-ID: No I don't have ssl enabled. Also not using dbd-mysql, since our database is oracle. Haven't seen this problem on 3.4.5, only 3.6.0 -----Original Message----- From: Roy El-Hames [mailto:rfh at pipex.net] Sent: July 19, 2006 3:17 AM To: Jesse Vincent Cc: Kaylea Hascall; Don Beethe; rt-users at lists.bestpractical.com; egunnett at qualcomm.com Subject: Re: [rt-users] 3.6 continual re-login issue [A Fix!] Sorry for the delay (upgrading packages on gentoo is not straight forward).. but I tried 3.0004 and 3.0006 and the problem did n't reappear .. Just a thought for many that have this issue ..do they have ssl enabled?? My colleague suggested its a certain combination of mod_ssl and dbd-mysql that maybe causing this issue.. Roy Jesse Vincent wrote: > > On Jul 12, 2006, at 1:23 PM, Roy El-Hames wrote: > >> Jesse; >> my dev system rt-3.6 ,perl, v5.8.8 , apache 2.0.58, dbix 1.43, mysql >> 5.0.19 on gentoo system , I had this/similar problem with DBD-mysql >> 3.0003, fixed with moving to DBD-mysql 3.0002 .. no sign of this >> problem since.. >> Roy > > Can you tell me if this still happens with 3.0006? > From sturner at MIT.EDU Wed Jul 19 10:10:13 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 19 Jul 2006 10:10:13 -0400 Subject: [rt-users] 3.6 continual re-login issue [A Fix!] In-Reply-To: <44BDF891.5060903@pipex.net> References: <200607121617.k6CGHtSV023147@harper.uchicago.edu> <33456A64-BE7A-452E-B83E-21EF8105ECA1@bestpractical.com> <44B52FFD.9040403@pipex.net> <816300A2-7262-426D-A186-3E3B4F7D7C41@bestpractical.com> <44BDF891.5060903@pipex.net> Message-ID: <6.2.3.4.2.20060719095515.03a2a330@po14.mit.edu> At Wednesday 7/19/2006 05:17 AM, Roy El-Hames wrote: >Just a thought for many that have this issue ..do they have ssl >enabled?? My colleague suggested its a certain combination of >mod_ssl and dbd-mysql that maybe causing this issue.. >Roy We are using SSL - haven't tested it with a non-SSL setup. (We are also using Solaris, Oracle 9i, fastcgi, RT 3.4.2, Apache 1.3.26). One work-around that seems to work - if I specify the username and password as part of the URL, the problem seems to go away. I'd be interested to hear if others have the same result. https://our.rt/?user=myusername&pass=mypassword I had thought I could modify the login dialog to use an HTTP GET rather than a POST to emulate this - however this doesn't seem to work. I'm trying to figure out the difference between the request sent by a GET form submission and that sent by specifying the data in the URL, but unfortunately I can't peek at the network packets, because they're encrypted. Does anyone know of a Firefox add-on or feature that allows display of SSL HTTP requests as they're sent out? Other information about my experience of this problem: Does not occur at all with Opera. It happens with MSIE, Firefox (WIndows) and Safari (Mac). Does not occur at all on our 'development' box. This is a Linux, Oracle 9i, mod_perl, RT 3.4.2, Apache 1.3.33 setup. Thanks, Steve From JoopvandeWege at mococo.nl Wed Jul 19 10:49:11 2006 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Wed, 19 Jul 2006 16:49:11 +0200 Subject: [rt-users] Spam on the Wiki Message-ID: <20060719164502.5190.JOOPVANDEWEGE@mococo.nl> Hello All, It has been mentioned before but is there a way to get rid of the spam on the Wiki? I like to check once a week what has been changed but right now that means almost everything has changed which makes this a futile exercise. I have a suggestion, if that is possible, to use a kind of acknowledge email when someone wants to edit the Wiki, or else just go goto approved editors. I know that defeats the purpose of a Wiki but right now it is a pain in the butt. You can't have a couple of people correcting all the damage everyday again! Any thoughts? Joop PS: Sorry if this is not the right place but I feel that on this list (all) the relevent people will read it -- Joop van de Wege From phanoko at yahoo.com Wed Jul 19 11:25:07 2006 From: phanoko at yahoo.com (Phanoko) Date: Wed, 19 Jul 2006 08:25:07 -0700 (PDT) Subject: [rt-users] Ticket from Fri Jan 06 can't be found Message-ID: <20060719152507.37475.qmail@web53907.mail.yahoo.com> I have a ticket # 2000 located in the queue called 'friends' (we are currently on #7000) that has the phrase 'phanoko' in the content. No matter what I search on I'm not able to find this phrase. I can look directly at the ticket and clearly see that this phrase is inside the ticket. Is this an indexing problem? Does RT do any default indexing based on date and it's just older? If so how do I change that? I need full indexing for pretty much forever. __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From vivek at khera.org Wed Jul 19 11:27:21 2006 From: vivek at khera.org (Vivek Khera) Date: Wed, 19 Jul 2006 11:27:21 -0400 Subject: [rt-users] Search on merged ticket differs between 3.4.5 & 3.6.0 In-Reply-To: <44BCE1C1.1090702@attglobal.net> References: <44BC0BDD.8030908@attglobal.net> <44BC0ED4.3070805@lbl.gov> <1153189545.31905.4.camel@les-home.futuresource.com> <44BCE1C1.1090702@attglobal.net> Message-ID: <78C9D9D6-1192-478F-AABD-93538803C204@khera.org> On Jul 18, 2006, at 9:27 AM, Barry L. Kline wrote: > That is my EXACT problem. We have some queues where the admins get > paged with a ticket. Let's say that ticket #200 is created and the > admins get paged. One of them decides that 200 needs to be merged > into > 100 (for whatever reason). The other admins look at the queue, can't This is causing us problems in our workflow too. A search on either ticket number should pull up the new merged ticket, whichver number it is given. Please restore the RT 3.4 behavior. Thanks. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2530 bytes Desc: not available URL: From asips at nl.clara.net Wed Jul 19 11:28:04 2006 From: asips at nl.clara.net (Alain Sips) Date: Wed, 19 Jul 2006 17:28:04 +0200 Subject: [rt-users] Query to look for update in last X days Message-ID: <20060719152828.7DB01DAFD98@mail1-new.vianetworks.nl> Hello, Is it possible to make a query in the query builder that looks for tickets that haven't been updated in the last X days? You can fill in a date, but we would like to have a saved query, so the date always changes. Thanks, Alain -------------- next part -------------- An HTML attachment was scrubbed... URL: From vivek at khera.org Wed Jul 19 11:30:40 2006 From: vivek at khera.org (Vivek Khera) Date: Wed, 19 Jul 2006 11:30:40 -0400 Subject: [rt-users] Search on merged ticket differs between 3.4.5 & 3.6.0 In-Reply-To: <44BC0ED4.3070805@lbl.gov> References: <44BC0BDD.8030908@attglobal.net> <44BC0ED4.3070805@lbl.gov> Message-ID: <10F1ED97-CEDB-4300-9DE6-4CA0174F02CD@khera.org> On Jul 17, 2006, at 6:27 PM, Kenneth Crocker wrote: > Not to say 3.6.0 is perfect, but we like the current design as far > as merged tickets. If we have merged the two (using your example of > #100 and #200), then #100 really should never be looked at anyway, > other than what was originally appended to #200. We really don't > want anyone looking at #100 anymore, The old behavior was that if you searched on ticket 100, it would show you ticket 200. This is the only sensible behavior :-) -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2530 bytes Desc: not available URL: From sturner at MIT.EDU Wed Jul 19 11:37:51 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 19 Jul 2006 11:37:51 -0400 Subject: [rt-users] Query to look for update in last X days In-Reply-To: <20060719152828.7DB01DAFD98@mail1-new.vianetworks.nl> References: <20060719152828.7DB01DAFD98@mail1-new.vianetworks.nl> Message-ID: <6.2.3.4.2.20060719113605.03a20710@po14.mit.edu> At Wednesday 7/19/2006 11:28 AM, Alain Sips wrote: >Hello, > >Is it possible to make a query in the query builder that looks for >tickets that haven't been updated in the last X days? You can fill >in a date, but we would like to have a saved query, so the date always changes. > >Thanks, >Alain In 3.4.2, this works: Last Updated Before -4 days Steve From purp at acm.org Wed Jul 19 12:31:09 2006 From: purp at acm.org (Jim Meyer) Date: Wed, 19 Jul 2006 09:31:09 -0700 Subject: [rt-users] RT LDAP with OpenLdap and Exchange 5.5 In-Reply-To: References: <20060718130958.D243B4D81CE@diesel.bestpractical.com> Message-ID: On 7/18/06, eric.valor at daimlerchrysler.com wrote: > > > Ian, once you figure out the appropriate settings for RT_SiteConfig it may > be helpful to post them to > http://wiki.bestpractical.com/index.cgi?LdapAttrMap. I submitted the AD > map after a bit of trial-and-error with ldapsearch. > Yes, please! --j, the maintainer of said LDAP overlay. -- Jim Meyer, Geek at Large purp at acm.org -------------- next part -------------- An HTML attachment was scrubbed... URL: From ocraig at stillsecure.com Wed Jul 19 12:56:42 2006 From: ocraig at stillsecure.com (Ole Craig) Date: Wed, 19 Jul 2006 10:56:42 -0600 Subject: [rt-users] RTx::Statistics In-Reply-To: <63BEA5E623E09F4D92233FB12A9F794346AD08@emailmn.mqsoftware.com> References: <63BEA5E623E09F4D92233FB12A9F794346AD08@emailmn.mqsoftware.com> Message-ID: <1153328202.9792.231.camel@hex.latis.com> I'd love to see it working with 3.6. The 3.6 basic functionality is enough to get me by, but mostly because I'm pulling data into oocalc and creating pretty pictures there, which is more time away from actually helping customers and building my team... Ole On Mon, 2006-07-17 at 19:15 -0500, Kelly F. Hickel wrote: > So, no one has an opinion? Yeah, RIGHT! ;-> > > -Kelly > > > -----Original Message----- [...] > > > > The information that I had was that Statistics probably wouldn't be > > needed with RT 3.6 because of the built in reports, so I haven't done > > much with it so far. Of course, I don't have 3.6 running yet either, > > I've been swamped with a ton of other things. > > > > So, time for a poll: How many folks think that RTx::Statistics is > still > > needed, given the functionality in RT v3.6.0? > > [...] > > > > I haven't got this working on my installation of v3.6.0 either. I > think > > > > it needs major work in order for it to be compatible. Right now I'm > > just relying on the built-in reports with v3.6.0. Perhaps when > > RTx::Statistics is made to work with it I'll see about integrating but > > until then, I'm avoiding it like the plague. > > > > Mathew Snyder > > > > Mike Coakley wrote: > > > Is this working with RT 3.6.0. I just did a clean install and it > isn't > > > working for me. Just hangs on some of the graph pages where I have > to > > > restart my Apache. On other pages I don't get any graph just the > > "Result > > > Graph" alt text. -- /Ole Craig Security Engineer 303-381-3802 (main support hotline) 303-381-3824 (my direct line) 303-381-3801 (fax) www.stillsecure.com . . . From phanoko at yahoo.com Wed Jul 19 12:56:33 2006 From: phanoko at yahoo.com (Phanoko) Date: Wed, 19 Jul 2006 09:56:33 -0700 (PDT) Subject: [rt-users] Merge Tickets also.. with search problems Message-ID: <20060719165634.24226.qmail@web53904.mail.yahoo.com> I'm on RT 3.4.4 and have two tickets one number 2000 and one 2005. These two tickets have been merged; number 2005 into 2000. Everything in the comments on ticket number 2000 I can search for. Items in 2005 can not be searched for. I had a keyword 'planar' in ticket number 2005 prior to the merge; this is the only ticket with this word. When I search for this word I'm not able to find it. If I place the same word in tickets #2000 since the merge it comes up fine in the search. If I had the work in ticket #2000 prior to the merge it comes up fine in the search. __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From HelmuthRamirez at compupay.com Wed Jul 19 13:01:00 2006 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Wed, 19 Jul 2006 13:01:00 -0400 Subject: [rt-users] RTx::Statistics Message-ID: <7314881427FC8A4081673E8CEEA79249022602BB@EXMIAMI01.compupay.com> Another vote here for this functionality in 3.6 -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ole Craig Sent: Wednesday, July 19, 2006 12:57 PM To: Kelly F. Hickel Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] RTx::Statistics I'd love to see it working with 3.6. The 3.6 basic functionality is enough to get me by, but mostly because I'm pulling data into oocalc and creating pretty pictures there, which is more time away from actually helping customers and building my team... Ole On Mon, 2006-07-17 at 19:15 -0500, Kelly F. Hickel wrote: > So, no one has an opinion? Yeah, RIGHT! ;-> > > -Kelly > > > -----Original Message----- [...] > > > > The information that I had was that Statistics probably wouldn't be > > needed with RT 3.6 because of the built in reports, so I haven't done > > much with it so far. Of course, I don't have 3.6 running yet either, > > I've been swamped with a ton of other things. > > > > So, time for a poll: How many folks think that RTx::Statistics is > still > > needed, given the functionality in RT v3.6.0? > > [...] > > > > I haven't got this working on my installation of v3.6.0 either. I > think > > > > it needs major work in order for it to be compatible. Right now I'm > > just relying on the built-in reports with v3.6.0. Perhaps when > > RTx::Statistics is made to work with it I'll see about integrating but > > until then, I'm avoiding it like the plague. > > > > Mathew Snyder > > > > Mike Coakley wrote: > > > Is this working with RT 3.6.0. I just did a clean install and it > isn't > > > working for me. Just hangs on some of the graph pages where I have > to > > > restart my Apache. On other pages I don't get any graph just the > > "Result > > > Graph" alt text. -- /Ole Craig Security Engineer 303-381-3802 (main support hotline) 303-381-3824 (my direct line) 303-381-3801 (fax) www.stillsecure.com . . . _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From ocraig at stillsecure.com Wed Jul 19 12:50:06 2006 From: ocraig at stillsecure.com (Ole Craig) Date: Wed, 19 Jul 2006 10:50:06 -0600 Subject: [rt-users] Searching by CurrentUser with QueryBuilder In-Reply-To: <61635F141D37624DB4F228F9767295AD03102110@dice2.gvcorp.grandvirtual.com> References: <61635F141D37624DB4F228F9767295AD03102110@dice2.gvcorp.grandvirtual.com> Message-ID: <1153327806.9792.226.camel@hex.latis.com> On Tue, 2006-07-11 at 10:13 -0400, Drew Taylor wrote: > Thanks! That did the trick. > [...] > > I have a fresh 3.6.0 installation we're customizing. We'd like to > > create a saved search that searches for "Owner = '$RT::CurrentUser'" > > (as opposed to a static username like "Owner = 'drew'"), but this > > particular syntax doesn't work. Is this possible? If not, where would > > I start to add this feature - we'd REALLY like to have it. :-) > > > > Try: Owner = '__CurrentUser__' I just created a test search under 3.6.0, and it doesn't seem to be giving me joy. Am I missing something here? The only search term is Owner = '__CurrentUser__' and I get zero results. (I own 20+ open tickets at the moment.) This system was upgraded from 3.6.0rc0 through pre1/pre2/pre3 before getting to the release version (I was impatient :-) so I suppose something may have gotten bollixed during one of the upgrades... any ideas where I should be checking? -- /Ole Craig Security Engineer 303-381-3802 (main support hotline) 303-381-3824 (my direct line) 303-381-3801 (fax) www.stillsecure.com . . . From justin.gallardo at oregonstate.edu Wed Jul 19 13:25:48 2006 From: justin.gallardo at oregonstate.edu (Justin Gallardo) Date: Wed, 19 Jul 2006 10:25:48 -0700 Subject: [rt-users] Canned Responses Form Message-ID: <44BE6B1C.9050203@oregonstate.edu> Hey All, I am looking to add 'canned responses' to the comment/reply pages in 3.6. Is there any way right now to insert a template, selected from a drop down list, to the body of the message. This would be great, as we have a lot of form letters that we use to email different people. Thanks -- Justin Gallardo Network Engineering Oregon State University justin.gallardo at oregonstate.edu From todd at chaka.net Wed Jul 19 13:40:43 2006 From: todd at chaka.net (Todd Chapman) Date: Wed, 19 Jul 2006 13:40:43 -0400 Subject: [rt-users] Canned Responses Form In-Reply-To: <44BE6B1C.9050203@oregonstate.edu> References: <44BE6B1C.9050203@oregonstate.edu> Message-ID: <20060719174043.GC27296@chaka.net> RTFM. No, really: http://www.bestpractical.com/rtfm/ On Wed, Jul 19, 2006 at 10:25:48AM -0700, Justin Gallardo wrote: > Hey All, > I am looking to add 'canned responses' to the comment/reply pages in > 3.6. Is there any way right now to insert a template, selected from a > drop down list, to the body of the message. This would be great, as we > have a lot of form letters that we use to email different people. Thanks > > -- > Justin Gallardo > Network Engineering > Oregon State University > justin.gallardo at oregonstate.edu > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html From ocraig at stillsecure.com Wed Jul 19 13:51:25 2006 From: ocraig at stillsecure.com (Ole Craig) Date: Wed, 19 Jul 2006 11:51:25 -0600 Subject: [rt-users] 3.6 continual re-login issue In-Reply-To: <20060712161451.GC17780@grendel.plusone.com> References: <200607111819.k6BIJ2jZ029004@harper.uchicago.edu> <20060712161451.GC17780@grendel.plusone.com> Message-ID: <1153331485.9792.247.camel@hex.latis.com> On Wed, 2006-07-12 at 12:14 -0400, Covington, Chris wrote: > On Tue, Jul 11, 2006 at 01:19:02PM -0500, Kaylea Hascall wrote: > > > > Hello all, > > > > I got fed up with trying to make my previous RT install work and removed it, > > and now I'm running 3.6. The problems I was having with 3.4 are gone, but > > there's a new problem. > > > > Every time I click on anything, I have to log in again. It saves my 'state' > > as I go -- logging in again gives me the 'result' of my click. Click, log in, > > see confirmation screen, click, log in, see next menu, etc. Apache logs don't > > reveal any problems, and RT isn't logging any errors to its logfile. > > > > I searched the archives and corresponded with Shawn Plummer of CIT SUNY > > Geneseo, who reported the same (or similar) issue to the list back when 3.6 > > came out, and neither of us have come to any resolution. > > > > Has anyone found a fix for this problem? I'm running gentoo, mysql, apache2, > > mod_perl -- a combination which worked under 3.4 right up until I broke it by > > updating my perl modules. Maybe it is still a perl module versioning issue, > > but I don't know which module to blame :/ > > Me neither. I have had this problem for several months. I'm using > dev-perl/DBD-mysql-3.0004, perl 5.8.8, Mysql 5.0.19, FastCGI, apache 2.0.58. > My workaround is to use Apache auth instead: > > Set($WebExternalAuth , '1'); > Set($WebFallbackToInternalAuth , '1'); > Set($WebExternalGecos , undef); > Set($WebExternalAuto , '1'); > > It would be nice to fix the problem (it's cookie-related) but I haven't > been able to so far. I had the exact same problem and it turned out to be PEBKAC. :-) I was (of course) using Firefox to access the machine, and under the "cookies" tab of Firefox's preferences I had the "unless I have removed cookies set by the site" flag checked. At some point I was testing logins for different pieces of RT, and I removed RT's cookies. (In fact, at the moment I can't recall whether I specifically removed RT's cookies, or if I just clicked the "clear all cookies" button.) In any case, after that I had exactly the problem Kaylea describes above, because Firefox saw that I had removed cookies set by my RT site, and was thus dutifully discarding RT's authentication cookie -- so my login credentials only lasted for one click. -- /Ole Craig Security Engineer 303-381-3802 (main support hotline) 303-381-3824 (my direct line) 303-381-3801 (fax) www.stillsecure.com . . . From HelmuthRamirez at compupay.com Wed Jul 19 14:02:00 2006 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Wed, 19 Jul 2006 14:02:00 -0400 Subject: [rt-users] Canned Responses Form Message-ID: <7314881427FC8A4081673E8CEEA79249022602BD@EXMIAMI01.compupay.com> I wanted to install this...but I couldn't find anything about 3.6 compatibility. Is it 3.6 friendly? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Todd Chapman Sent: Wednesday, July 19, 2006 1:41 PM To: Justin Gallardo Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Canned Responses Form RTFM. No, really: http://www.bestpractical.com/rtfm/ On Wed, Jul 19, 2006 at 10:25:48AM -0700, Justin Gallardo wrote: > Hey All, > I am looking to add 'canned responses' to the comment/reply pages in > 3.6. Is there any way right now to insert a template, selected from a > drop down list, to the body of the message. This would be great, as we > have a lot of form letters that we use to email different people. Thanks > > -- > Justin Gallardo > Network Engineering > Oregon State University > justin.gallardo at oregonstate.edu > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From todd at chaka.net Wed Jul 19 14:29:14 2006 From: todd at chaka.net (Todd Chapman) Date: Wed, 19 Jul 2006 14:29:14 -0400 Subject: [rt-users] Canned Responses Form In-Reply-To: <7314881427FC8A4081673E8CEEA79249022602BD@EXMIAMI01.compupay.com> References: <7314881427FC8A4081673E8CEEA79249022602BD@EXMIAMI01.compupay.com> Message-ID: <20060719182914.GD27296@chaka.net> On Wed, Jul 19, 2006 at 02:02:00PM -0400, Helmuth Ramirez wrote: > I wanted to install this...but I couldn't find anything about 3.6 > compatibility. Is it 3.6 friendly? > Yes. From justin.gallardo at oregonstate.edu Wed Jul 19 14:28:58 2006 From: justin.gallardo at oregonstate.edu (Justin Gallardo) Date: Wed, 19 Jul 2006 11:28:58 -0700 Subject: [rt-users] Canned Responses Form In-Reply-To: <7314881427FC8A4081673E8CEEA79249022602BD@EXMIAMI01.compupay.com> References: <7314881427FC8A4081673E8CEEA79249022602BD@EXMIAMI01.compupay.com> Message-ID: <44BE79EA.8020709@oregonstate.edu> I have got it going, and it seems to work great. Thanks! Justin Gallardo Network Engineering Oregon State University justin.gallardo at oregonstate.edu Helmuth Ramirez wrote: > I wanted to install this...but I couldn't find anything about 3.6 > compatibility. Is it 3.6 friendly? > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Todd > Chapman > Sent: Wednesday, July 19, 2006 1:41 PM > To: Justin Gallardo > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Canned Responses Form > > RTFM. > > No, really: http://www.bestpractical.com/rtfm/ > > On Wed, Jul 19, 2006 at 10:25:48AM -0700, Justin Gallardo wrote: > >> Hey All, >> I am looking to add 'canned responses' to the comment/reply pages >> > in > >> 3.6. Is there any way right now to insert a template, selected from a >> drop down list, to the body of the message. This would be great, as we >> > > >> have a lot of form letters that we use to email different people. >> > Thanks > >> -- >> Justin Gallardo >> Network Engineering >> Oregon State University >> justin.gallardo at oregonstate.edu >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> We're hiring! Come hack Perl for Best Practical: >> http://bestpractical.com/about/jobs.html >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > From jboris at adphila.org Wed Jul 19 14:09:02 2006 From: jboris at adphila.org (John Boris) Date: Wed, 19 Jul 2006 14:09:02 -0400 Subject: [rt-users] RT Wiki Problem Message-ID: Has something happened to the RT Wiki? http://wiki.bestpractical.com/index.cgi? It looks like it is broke or hacked. I keep getting pages that have a bunch of code and weird web links. I clicked on the link for: AddAdminCc and got this in the page that was returned: Welcome to our website for you World of Warcraft Gold And then a bunch of other nonsense. 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 sturner at MIT.EDU Wed Jul 19 14:36:46 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 19 Jul 2006 14:36:46 -0400 Subject: [rt-users] Canned Responses Form In-Reply-To: <20060719174043.GC27296@chaka.net> References: <44BE6B1C.9050203@oregonstate.edu> <20060719174043.GC27296@chaka.net> Message-ID: <6.2.3.4.2.20060719143609.03a05838@po14.mit.edu> At Wednesday 7/19/2006 01:40 PM, Todd Chapman wrote: >RTFM. Or http://wiki.bestpractical.com/index.cgi?CannedReplies Steve From justin.gallardo at oregonstate.edu Wed Jul 19 14:37:42 2006 From: justin.gallardo at oregonstate.edu (Justin Gallardo) Date: Wed, 19 Jul 2006 11:37:42 -0700 Subject: [rt-users] RTFM Article Insertion Message-ID: <44BE7BF6.8010700@oregonstate.edu> When inserting an article from RTFM into a ticket, is there any way to pull just a custom field from the article? -- Justin Gallardo Network Engineering Oregon State University justin.gallardo at oregonstate.edu From mnichols at wayport.net Wed Jul 19 14:49:45 2006 From: mnichols at wayport.net (Matt Nichols) Date: Wed, 19 Jul 2006 13:49:45 -0500 Subject: [rt-users] Wiki Spam Message-ID: <52AD365BD79BA048B359E3F4411D45150E2B69CA@exchange01.wayad.corp.wayport.net> Hello, I'm trying to view a part of the wiki that appears to have been vandalized by a spammer. Could someone please restore: http://wiki.bestpractical.com/index.cgi?AddLastCommentToMail? Thanks. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ESchultz at corp.untd.com Wed Jul 19 15:09:59 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Wed, 19 Jul 2006 12:09:59 -0700 Subject: [rt-users] Wiki Spam Message-ID: <5613F89D78D2F545A40423EBA5535C3010B5010E@LAXEVS01.lax.corp.int.untd.com> > I'm trying to view a part of the wiki that appears to have > been vandalized by a spammer. Could someone please restore: > http://wiki.bestpractical.com/index.cgi?AddLastCommentToMail? Should be good to go now. Eric Schultz United Online From jesse at bestpractical.com Wed Jul 19 10:42:16 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 19 Jul 2006 10:42:16 -0400 Subject: [rt-users] 3.6 continual re-login issue [A Fix!] In-Reply-To: <44BDF891.5060903@pipex.net> References: <200607121617.k6CGHtSV023147@harper.uchicago.edu> <33456A64-BE7A-452E-B83E-21EF8105ECA1@bestpractical.com> <44B52FFD.9040403@pipex.net> <816300A2-7262-426D-A186-3E3B4F7D7C41@bestpractical.com> <44BDF891.5060903@pipex.net> Message-ID: <4C5237AA-D5C6-4F1D-84F0-7A5BF95BF8F6@bestpractical.com> On Jul 19, 2006, at 5:17 AM, Roy El-Hames wrote: > Sorry for the delay (upgrading packages on gentoo is not straight > forward).. but I tried 3.0004 and 3.0006 and the problem did n't > reappear .. > Just a thought for many that have this issue ..do they have ssl > enabled?? My colleague suggested its a certain combination of > mod_ssl and dbd-mysql that maybe causing this issue.. I suspect that the reason you're not seeing it (see my message of last night) is that DBD::mysql now allows server-side prepared statements. optionally using or not using likely causes things to fail. -j > Roy -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From KFCrocker at lbl.gov Wed Jul 19 15:39:04 2006 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 19 Jul 2006 12:39:04 -0700 Subject: [rt-users] Search on merged ticket differs between 3.4.5 & 3.6.0 In-Reply-To: <10F1ED97-CEDB-4300-9DE6-4CA0174F02CD@khera.org> References: <44BC0BDD.8030908@attglobal.net> <44BC0ED4.3070805@lbl.gov> <10F1ED97-CEDB-4300-9DE6-4CA0174F02CD@khera.org> Message-ID: <44BE8A58.5020002@lbl.gov> I agree wholeheartedly. Kenn LBNL Vivek Khera wrote: > > On Jul 17, 2006, at 6:27 PM, Kenneth Crocker wrote: > >> Not to say 3.6.0 is perfect, but we like the current design as far >> as merged tickets. If we have merged the two (using your example of >> #100 and #200), then #100 really should never be looked at anyway, >> other than what was originally appended to #200. We really don't want >> anyone looking at #100 anymore, > > The old behavior was that if you searched on ticket 100, it would show > you ticket 200. This is the only sensible behavior :-) > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From jesse at bestpractical.com Wed Jul 19 15:51:02 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 19 Jul 2006 15:51:02 -0400 Subject: [rt-users] Search on merged ticket differs between 3.4.5 & 3.6.0 In-Reply-To: <44BE8A58.5020002@lbl.gov> References: <44BC0BDD.8030908@attglobal.net> <44BC0ED4.3070805@lbl.gov> <10F1ED97-CEDB-4300-9DE6-4CA0174F02CD@khera.org> <44BE8A58.5020002@lbl.gov> Message-ID: <20060719195102.GE20065@bestpractical.com> (I'm pretty sure I did say this was bug the other day ;) Patches are certainly welcome, if anyone wants to beat me to it. On Wed, Jul 19, 2006 at 12:39:04PM -0700, Kenneth Crocker wrote: > I agree wholeheartedly. > > Kenn > LBNL > > Vivek Khera wrote: > > > >On Jul 17, 2006, at 6:27 PM, Kenneth Crocker wrote: > > > >> Not to say 3.6.0 is perfect, but we like the current design as far > >>as merged tickets. If we have merged the two (using your example of > >>#100 and #200), then #100 really should never be looked at anyway, > >>other than what was originally appended to #200. We really don't want > >>anyone looking at #100 anymore, > > > >The old behavior was that if you searched on ticket 100, it would show > >you ticket 200. This is the only sensible behavior :-) > > > > > >------------------------------------------------------------------------ > > > >_______________________________________________ > >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > >Community help: http://wiki.bestpractical.com > >Commercial support: sales at bestpractical.com > > > > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >Buy a copy at http://rtbook.bestpractical.com > > > > > >We're hiring! Come hack Perl for Best Practical: > >http://bestpractical.com/about/jobs.html > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > -- From vivek at khera.org Wed Jul 19 15:58:15 2006 From: vivek at khera.org (Vivek Khera) Date: Wed, 19 Jul 2006 15:58:15 -0400 Subject: [rt-users] Search on merged ticket differs between 3.4.5 & 3.6.0 In-Reply-To: <20060719195102.GE20065@bestpractical.com> References: <44BC0BDD.8030908@attglobal.net> <44BC0ED4.3070805@lbl.gov> <10F1ED97-CEDB-4300-9DE6-4CA0174F02CD@khera.org> <44BE8A58.5020002@lbl.gov> <20060719195102.GE20065@bestpractical.com> Message-ID: On Jul 19, 2006, at 3:51 PM, Jesse Vincent wrote: > (I'm pretty sure I did say this was bug the other day ;) Yes you did.. and thus is the peril of having two threads on the same subject displayed in a threaded mail reader... I wouldn't know where to look else I'd take a hack at fixing it. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2530 bytes Desc: not available URL: From jlee110 at yahoo.com Wed Jul 19 16:08:47 2006 From: jlee110 at yahoo.com (James Lee) Date: Wed, 19 Jul 2006 13:08:47 -0700 (PDT) Subject: [rt-users] RH4 and oracle 10g Message-ID: <20060719200847.79087.qmail@web51702.mail.yahoo.com> hi, does RT supports oracle 10g running on redhat4? if not, what's the highest level of redhat and oracle supported by RT? thanks jim __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From mcoakley at managedbusiness.com Wed Jul 19 16:33:06 2006 From: mcoakley at managedbusiness.com (Mike Coakley) Date: Wed, 19 Jul 2006 16:33:06 -0400 Subject: [rt-users] Custom Fields / Transaction Custom Fields in Scrips [FIX!] In-Reply-To: Message-ID: For anyone following this thread (doubtful as it is old) I've got everything working. After looking through the code I noticed that the patch that Jesse had released for 3.4 that I had tried to apply did not apply fro some reason although I didn't remember getting any errors. So I re-applied the patch to my 3.6 and everything is working as I expected it in the past. So, I concur with Jesse... His patch does fix the issue :-D Now my only question would be why isn't this patch in the core yet as of 3.6? Thanks, -- Mike Coakley Managed Business http://www.managedbusiness.com http://my.managedbusiness.com Voice - 973-252-0770 x2100 Fax - 973-252-1797 > From: Mike Coakley > Date: Fri, 07 Jul 2006 15:30:03 -0400 > To: "rt-users at lists.bestpractical.com" > Conversation: [rt-users] Custom Fields / Transaction Custom Fields in Scrips > Subject: Re: [rt-users] Custom Fields / Transaction Custom Fields in Scrips > > Hello all... > > In further attempts to get this working I've done the following: > > 1. I upgraded to RT 3.6.0. Upgrade went smooth but this still does not work. > > 2. In further research I found an article in the archives that stated that > this was a known issue back in the 3.4 timeframe basically stating the the > Transaction Custom Fields don't get populated until after the scrips are > run. There was a patch file available through the archives but this patch > file also did not fix my issue. > > So, I'm wondering if anyone has any further help or places I can look. > > Thanks, > > -- > Mike Coakley > Managed Business > http://www.managedbusiness.com > http://my.managedbusiness.com > Voice - 973-252-0770 x2100 > Fax - 973-252-1797 > > > > >> From: Mike Coakley >> Date: Wed, 05 Jul 2006 16:02:42 -0400 >> To: >> Conversation: Custom Fields / Transaction Custom Fields in Scrips >> Subject: [rt-users] Custom Fields / Transaction Custom Fields in Scrips >> >> I'm trying to write a custom condition that will trigger every time a >> transaction custom field is updated that will update other custom fields. >> The idea is to keep track of time in a better way. >> >> So I have 2 custom fields: Billable Time and Non-Billable Time. These are >> attached to a ticket. I can easily manually update these fields. I also have >> two Transaction based custom fields: TRANS Billable Time and TRANS >> Non-Billable Time. I want to have a condition that fires when the "TRANS*" >> fields get updated. Then when the condition is fired the action will be to >> update the Billable Time and Non-Billable Time field appropriately. >> >> I've been doing some debugging within the Scrip condition and it appears the >> condition gets tested twice during a "comment" (haven't worked on reply >> yet). BUT I don't see the transaction custom field values so my condition >> fails. So I'm either not retrieving the transaction custom field values >> improperly (I get no value) or I'm not seeing the right condition. >> >> Anyone have any ideas? >> >> Thanks, >> >> -- >> Mike Coakley >> Managed Business >> http://www.managedbusiness.com >> http://my.managedbusiness.com >> Voice - 973-252-0770 x2100 >> Fax - 973-252-1797 >> >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> We're hiring! Come hack Perl for Best Practical: >> http://bestpractical.com/about/jobs.html > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html From dshannon at techfluent.com Wed Jul 19 16:46:17 2006 From: dshannon at techfluent.com (Duncan Shannon) Date: Wed, 19 Jul 2006 15:46:17 -0500 Subject: [rt-users] RT Wiki Problem Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB452B54D4@TF-FS2.internal.techfluent.com> > It looks like it is broke or hacked. I keep getting pages that have a > bunch of code and weird web links. I just cleaned up about 40 edits by spam-bots. They have been busy this week. If you ever find a spam'd page... just send a link to the list with [wiki] in the subject and we will jump on it. Thanks duncan From doogles at doogles.com Wed Jul 19 16:46:50 2006 From: doogles at doogles.com (Jason A. Diegmueller) Date: Wed, 19 Jul 2006 16:46:50 -0400 (EDT) Subject: [rt-users] RT Wiki Problem In-Reply-To: References: Message-ID: <20060719164531.F48140@spaceball1.doogles.com> So yeah, there was some Wiki spam, and I logged in as a Wiki admin to remove it; and I accidently clicked on DELETE (which is right next to INFO) and nuked the page completely. Apparantly since it was an admin-delete, I can't just revert it. So... in summary, woops, sorry. -jd On Wed, 19 Jul 2006, John Boris wrote: > Has something happened to the RT Wiki? > http://wiki.bestpractical.com/index.cgi? > > It looks like it is broke or hacked. I keep getting pages that have a > bunch of code and weird web links. > I clicked on the link for: > AddAdminCc and got this in the page that was returned: > > Welcome to our website for you World of Warcraft Gold > > And then a bunch of other nonsense. > > 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 > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > From cwfox at us.fujitsu.com Wed Jul 19 18:21:08 2006 From: cwfox at us.fujitsu.com (Camron W. Fox) Date: Wed, 19 Jul 2006 12:21:08 -1000 Subject: [rt-users] CommandByMail problems in RT 3.6? Message-ID: <44BEB054.3050303@us.fujitsu.com> Alle, As anyone had problems installing the patch for CommandByMail extension in RT V3.6? I've installed the extension and its prereqs, but when I try to install the patch: patch -p0 /home/cwfox/RT3/RT-Extension-CommandByMail-0.02/patch/command_by_email-0.1-RT-3.4.5.patch it just hangs (strace output attached). I'm using RHELU7, PERL V5.8.5, MySQL V4.1.20, and FastCGI V2.4.2. Best Regards, Camron -- Camron W. Fox Hilo Office High Performance Computing Group Fujitsu America, INC. E-mail: cwfox at us.fujitsu.com -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: patch.strace.txt URL: From cwfox at us.fujitsu.com Wed Jul 19 19:26:18 2006 From: cwfox at us.fujitsu.com (Camron W. Fox) Date: Wed, 19 Jul 2006 13:26:18 -1000 Subject: [rt-users] CommandByMail problems in RT 3.6? In-Reply-To: <44BEB054.3050303@us.fujitsu.com> References: <44BEB054.3050303@us.fujitsu.com> Message-ID: <44BEBF9A.20400@us.fujitsu.com> Camron W. Fox wrote: > Alle, > > As anyone had problems installing the patch for CommandByMail > extension in RT V3.6? I've installed the extension and its prereqs, but > when I try to install the patch: > > patch -p0 > /home/cwfox/RT3/RT-Extension-CommandByMail-0.02/patch/command_by_email-0.1-RT-3.4.5.patch > > OK, nevermind...oxygen narcosis from traveling to the Summit...BUT, Now I send this input to the generic queue: Queue: "FAI Internal" Subject: "TEST Command Subject Change" Status: open Owner: cwfox Requestor: consult at subaru.naoj.org CF.{Urgency}: Normal CF.{Area}: DNS Gentlemen, This is a test of the commandByMail extension for RT. Best Regards, Camron and a ticket was created in the generic queue with all the input above as the content. Here are the errors: [Wed Jul 19 23:11:38 2006] [debug]: Converting 'ISO-8859-1' to 'utf-8' for text/plain - TEST CommandByMail (/usr/local/rt3/lib/RT/I18N.pm:226) [Wed Jul 19 23:11:38 2006] [debug]: RT::Ticket=HASH(0xa60f68c) No queue given for ticket creation. (/usr/local/rt3/lib/RT/Ticket_Overlay.pm:396) [Wed Jul 19 23:11:38 2006] [error]: Couldn't create ticket from message with commands, fallback to standard mailgate. Error: Could not create ticket. Queue not set (/usr/local/rt3/local/lib/RT/Interface/Email/Filter/TakeAction.pm:447) [Wed Jul 19 23:11:38 2006] [warning]: Couldn't create ticket from message with commands, fallback to standard mailgate. Error: Could not create ticket. Queue not set (/usr/local/rt3/local/lib/RT/Interface/Email/Filter/TakeAction.pm:583) [Wed Jul 19 23:11:38 2006] [crit]: Couldn't create ticket from message with commands, fallback to standard mailgate. Error: Could not create ticket. Queue not set (/usr/local/rt3/lib/RT/Interface/Email.pm:242) From jesse at bestpractical.com Wed Jul 19 19:24:48 2006 From: jesse at bestpractical.com (jesse vincent) Date: Wed, 19 Jul 2006 16:24:48 -0700 Subject: [rt-users] Custom Fields / Transaction Custom Fields inScrips [FIX!] In-Reply-To: Message-ID: <20060719233738.55F414D828A@diesel.bestpractical.com> Unfortunately, the patch violates abstraction barriers all over the place. Io never found a way to do it cleanly ------- Original message ------- From: Mike Coakley Sent: 19.7.'06, 16:33 > For anyone following this thread (doubtful as it is old) I've got everything > working. After looking through the code I noticed that the patch that Jesse > had released for 3.4 that I had tried to apply did not apply fro some reason > although I didn't remember getting any errors. So I re-applied the patch to > my 3.6 and everything is working as I expected it in the past. > > So, I concur with Jesse... His patch does fix the issue :-D > > Now my only question would be why isn't this patch in the core yet as of > 3.6? > > Thanks, > > -- > Mike Coakley > Managed Business > http://www.managedbusiness.com > http://my.managedbusiness.com > Voice - 973-252-0770 x2100 > Fax - 973-252-1797 > > > > > > From: Mike Coakley > > Date: Fri, 07 Jul 2006 15:30:03 -0400 > > To: "rt-users at lists.bestpractical.com" > > Conversation: [rt-users] Custom Fields / Transaction Custom Fields in Scrips > > Subject: Re: [rt-users] Custom Fields / Transaction Custom Fields in Scrips > > > > Hello all... > > > > In further attempts to get this working I've done the following: > > > > 1. I upgraded to RT 3.6.0. Upgrade went smooth but this still does not work. > > > > 2. In further research I found an article in the archives that stated that > > this was a known issue back in the 3.4 timeframe basically stating the the > > Transaction Custom Fields don't get populated until after the scrips are > > run. There was a patch file available through the archives but this patch > > file also did not fix my issue. > > > > So, I'm wondering if anyone has any further help or places I can look. > > > > Thanks, > > > > -- > > Mike Coakley > > Managed Business > > http://www.managedbusiness.com > > http://my.managedbusiness.com > > Voice - 973-252-0770 x2100 > > Fax - 973-252-1797 > > > > > > > > > >> From: Mike Coakley > >> Date: Wed, 05 Jul 2006 16:02:42 -0400 > >> To: > >> Conversation: Custom Fields / Transaction Custom Fields in Scrips > >> Subject: [rt-users] Custom Fields / Transaction Custom Fields in Scrips > >> > >> I'm trying to write a custom condition that will trigger every time a > >> transaction custom field is updated that will update other custom fields. > >> The idea is to keep track of time in a better way. > >> > >> So I have 2 custom fields: Billable Time and Non-Billable Time. These are > >> attached to a ticket. I can easily manually update these fields. I also have > >> two Transaction based custom fields: TRANS Billable Time and TRANS > >> Non-Billable Time. I want to have a condition that fires when the "TRANS*" > >> fields get updated. Then when the condition is fired the action will be to > >> update the Billable Time and Non-Billable Time field appropriately. > >> > >> I've been doing some debugging within the Scrip condition and it appears the > >> condition gets tested twice during a "comment" (haven't worked on reply > >> yet). BUT I don't see the transaction custom field values so my condition > >> fails. So I'm either not retrieving the transaction custom field values > >> improperly (I get no value) or I'm not seeing the right condition. > >> > >> Anyone have any ideas? > >> > >> Thanks, > >> > >> -- > >> Mike Coakley > >> Managed Business > >> http://www.managedbusiness.com > >> http://my.managedbusiness.com > >> Voice - 973-252-0770 x2100 > >> Fax - 973-252-1797 > >> > >> > >> > >> _______________________________________________ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> Community help: http://wiki.bestpractical.com > >> Commercial support: sales at bestpractical.com > >> > >> > >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >> Buy a copy at http://rtbook.bestpractical.com > >> > >> > >> We're hiring! Come hack Perl for Best Practical: > >> http://bestpractical.com/about/jobs.html > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > We're hiring! Come hack Perl for Best Practical: > > http://bestpractical.com/about/jobs.html > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > From benji.wakely at gmail.com Wed Jul 19 20:15:13 2006 From: benji.wakely at gmail.com (Benji Wakely) Date: Thu, 20 Jul 2006 10:15:13 +1000 Subject: [rt-users] Spam on the Wiki In-Reply-To: <20060719164502.5190.JOOPVANDEWEGE@mococo.nl> References: <20060719164502.5190.JOOPVANDEWEGE@mococo.nl> Message-ID: <693b1460607191715r5253e513m5d921546cbf3187c@mail.gmail.com> > It has been mentioned before but is there a way to get rid of the spam > on the Wiki? Don't know how it'll fly, but: Semi-public login, posted to the mailing lists regularly? Word-verification/captcha? --Benji Wakely 0409 588 566 From gilmarsantosjr at safernet.org.br Wed Jul 19 20:29:10 2006 From: gilmarsantosjr at safernet.org.br (Gilmar Santos Jr) Date: Wed, 19 Jul 2006 21:29:10 -0300 Subject: [rt-users] Spam on the Wiki In-Reply-To: <693b1460607191715r5253e513m5d921546cbf3187c@mail.gmail.com> References: <20060719164502.5190.JOOPVANDEWEGE@mococo.nl> <693b1460607191715r5253e513m5d921546cbf3187c@mail.gmail.com> Message-ID: <44BECE56.2010607@safernet.org.br> Benji Wakely escreveu: >> It has been mentioned before but is there a way to get rid of the spam >> on the Wiki? > > Don't know how it'll fly, but: > Semi-public login, posted to the mailing lists regularly? > Word-verification/captcha? I take care of a few wiki sites and this problem was relatively solved by requiring login to edit. In the register process the user writes a comment about why she/he wants to register and a confirm mail is sent to the supplied address. The registration is complete when this mail is replyed or the code sent is inputed in a particular web form. A notice is generated and sent to the administrator, that can remove the account if it's the case. This way we are fairly safe from robots, and incidents with bad users are very rare... Btw, I use TWiki (http://twiki.org/), a very robust, flexible and extensible wiki. -- Gilmar Santos Jr From jesse at bestpractical.com Wed Jul 19 20:29:54 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 19 Jul 2006 20:29:54 -0400 Subject: [rt-users] Spam on the Wiki In-Reply-To: <693b1460607191715r5253e513m5d921546cbf3187c@mail.gmail.com> References: <20060719164502.5190.JOOPVANDEWEGE@mococo.nl> <693b1460607191715r5253e513m5d921546cbf3187c@mail.gmail.com> Message-ID: <20060720002952.GQ20065@bestpractical.com> On Thu, Jul 20, 2006 at 10:15:13AM +1000, Benji Wakely wrote: > >It has been mentioned before but is there a way to get rid of the spam > >on the Wiki? > > Don't know how it'll fly, but: > Semi-public login, posted to the mailing lists regularly? Our spammers use google. I think we'll need to go to a full-email-verified login. Wifty is almost, but not quite ready for that. The "other" option is Mediawiki, but my personal distaste for PHP makes that a bit of a non-starter. > Word-verification/captcha? Tried it. The spammers are humans. > --Benji Wakely > 0409 588 566 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > -- From JVlavianos at ecastinc.com Wed Jul 19 20:52:44 2006 From: JVlavianos at ecastinc.com (Jay Vlavianos) Date: Wed, 19 Jul 2006 17:52:44 -0700 Subject: [rt-users] LDAP working, now the next step In-Reply-To: <2f1541220607190221n7b290636k3df4c34d1dc76f98@mail.gmail.com> Message-ID: Hurrah! I got LDAP working with Active Directory using the Mosemann implementation found on the wiki. It took some tweaking and some trial and error, but I finally got it working with a Windows 2003 AD server (which is different than 2000). If anyone is having problems getting that far, I think I can be a resource for you. NOW I have a problem. I want people to be able to create tickets without having an account, but then be able to log into the system and have those tickets associated with their account (by email). I am currently using the "Auto Create on email, then set password via Auto Respond" method, which I will need to turn off. Ideally I can have a replacement for that process that uses LDAP. Does anyone have any ideas about how I might accomplish the above? Thanks! -Jay From gilmarsantosjr at safernet.org.br Wed Jul 19 21:11:38 2006 From: gilmarsantosjr at safernet.org.br (Gilmar Santos Jr) Date: Wed, 19 Jul 2006 22:11:38 -0300 Subject: [rt-users] Spam on the Wiki In-Reply-To: <20060720002952.GQ20065@bestpractical.com> References: <20060719164502.5190.JOOPVANDEWEGE@mococo.nl> <693b1460607191715r5253e513m5d921546cbf3187c@mail.gmail.com> <20060720002952.GQ20065@bestpractical.com> Message-ID: <44BED84A.3090009@safernet.org.br> Jesse Vincent escreveu: > Our spammers use google. > > I think we'll need to go to a full-email-verified login. Wifty is > almost, but not quite ready for that. The "other" option is Mediawiki, > but my personal distaste for PHP makes that a bit of a non-starter. > TWiki is in Perl. :-) http://twiki.org/ -- Gilmar Santos Jr From jokermjs19 at comcast.net Wed Jul 19 21:59:38 2006 From: jokermjs19 at comcast.net (Mathew Snyder) Date: Wed, 19 Jul 2006 21:59:38 -0400 Subject: [rt-users] Ticket not appearing Message-ID: <44BEE38A.90005@comcast.net> A user has pointed out a problem. He was doing a search for resolved tickets that he owns falling under a specific custom field value. The ticket exists in the database and has the status of 'resolved'. However, entering the ticket number in the search box results in nothing. Also, doing a search specifically for that ticket on the Tickets page results in nothing again. Is there an issue with v3.6.0 that might prevent some tickets from being displayed or is this just, as my user called it, an RT anomaly? Or, could something in the ticket get changed within the database which prevents it from showing up in the UI? Mathew Snyder From jthuau at heavy-iron.com Wed Jul 19 22:05:07 2006 From: jthuau at heavy-iron.com (Joachim Thuau) Date: Wed, 19 Jul 2006 19:05:07 -0700 Subject: [rt-users] LDAP working, now the next step Message-ID: I just went through the step to setup the auth from the wiki, using LDAP. following all the steps (and now that my exchange and AD are sync'ed throught the exchange connector), gave me the ability to logon with my AD password, and have users registered the same way. If a user send an email, their account is created automatically, and populated with the right details from AD. If a user logon using a browser, the same thing happens. As long as exchange and AD have "sync'ed" data (the connector wasn't configured properly in our case, but since it's there, everything is working beautifully.) my understanding is that with the LDAP plugin/extension setup, the authentication happens over LDAP against AD, and the user details (including emails and stuff) is pulled from AD as well. so when a user sends an email, an account for that user is created with their AD login (minus the domain). the password being checked is the one is AD. So if you look at the auth extension for the ldap in the wiki. i believe the pages that i looked at are the one linked from there: http://wiki.bestpractical.com/index.cgi?LDAP not the one you referenced. RT3.6, apache 1.3, perl 5.8.8. Thanks to Jim Meyer. It works for me(TM). Jok -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Jay Vlavianos Sent: Wednesday, July 19, 2006 5:53 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] LDAP working, now the next step Hurrah! I got LDAP working with Active Directory using the Mosemann implementation found on the wiki. It took some tweaking and some trial and error, but I finally got it working with a Windows 2003 AD server (which is different than 2000). If anyone is having problems getting that far, I think I can be a resource for you. NOW I have a problem. I want people to be able to create tickets without having an account, but then be able to log into the system and have those tickets associated with their account (by email). I am currently using the "Auto Create on email, then set password via Auto Respond" method, which I will need to turn off. Ideally I can have a replacement for that process that uses LDAP. Does anyone have any ideas about how I might accomplish the above? Thanks! -Jay _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From todd at chaka.net Wed Jul 19 22:31:23 2006 From: todd at chaka.net (Todd Chapman) Date: Wed, 19 Jul 2006 22:31:23 -0400 Subject: [rt-users] Spam on the Wiki In-Reply-To: <20060720002952.GQ20065@bestpractical.com> References: <20060719164502.5190.JOOPVANDEWEGE@mococo.nl> <693b1460607191715r5253e513m5d921546cbf3187c@mail.gmail.com> <20060720002952.GQ20065@bestpractical.com> Message-ID: <20060720023123.GF27296@chaka.net> On Wed, Jul 19, 2006 at 08:29:54PM -0400, Jesse Vincent wrote: > > > > On Thu, Jul 20, 2006 at 10:15:13AM +1000, Benji Wakely wrote: > > >It has been mentioned before but is there a way to get rid of the spam > > >on the Wiki? > > > > Don't know how it'll fly, but: > > Semi-public login, posted to the mailing lists regularly? > > Our spammers use google. > > I think we'll need to go to a full-email-verified login. Wifty is > almost, but not quite ready for that. The "other" option is Mediawiki, > but my personal distaste for PHP makes that a bit of a non-starter. > > > Word-verification/captcha? > > Tried it. The spammers are humans. Socialtext will be open sourcing their wiki at Oscon... From lwu at ebay.com Wed Jul 19 22:29:59 2006 From: lwu at ebay.com (Wu, Vince) Date: Wed, 19 Jul 2006 20:29:59 -0600 Subject: [rt-users] Cant' send mail when create an application Message-ID: <5B2B49B232C7D24EB3F55EF753CC03E603B6FD19@DEN-EXM-05.corp.ebay.com> I've got such a strange question that I can't send mail to anyone(receiver, cc, cc to manager all not work) when create an application, while mail flow works when reply the application. How to solve that? Thanks Vince -------------- next part -------------- An HTML attachment was scrubbed... URL: From ran.chen at net263.com Wed Jul 19 22:47:01 2006 From: ran.chen at net263.com (=?UTF-8?B?6ZmI54S2?=) Date: Thu, 20 Jul 2006 10:47:01 +0800 Subject: [rt-users] Cant' send mail when create an application References: <5B2B49B232C7D24EB3F55EF753CC03E603B6FD19@DEN-EXM-05.corp.ebay.com> Message-ID: <00ab01c6aba6$c6caad10$1cc6a8c0@CCF068A4B0192D> Check your global scrips such as On Create things. ----- Original Message ----- From: Wu, Vince To: rt-users at lists.bestpractical.com Sent: Thursday, July 20, 2006 10:29 AM Subject: [rt-users] Cant' send mail when create an application I?ve got such a strange question that I can?t send mail to anyone(receiver, cc, cc to manager all not work) when create an application, while mail flow works when reply the application. How to solve that? Thanks Vince ------------------------------------------------------------------------------ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html -------------- next part -------------- An HTML attachment was scrubbed... URL: From rtuser at bierlox.de Thu Jul 20 02:34:56 2006 From: rtuser at bierlox.de (Norbert Bierlox) Date: Thu, 20 Jul 2006 08:34:56 +0200 (CEST) Subject: [rt-users] I need to know all the names of the CustomFields from a specific Queue Message-ID: <48215.195.243.113.251.1153377296.squirrel@www.absolutions.de> Hi I search around but hadn't find any hint. My problem is: before creating a ticket (using perl) in a queue i need to know all names of the customfields for this queue. How can i do this? thanks in advance. ciao norbert From S.G.Tranter at lboro.ac.uk Thu Jul 20 05:42:28 2006 From: S.G.Tranter at lboro.ac.uk (Stewart Tranter) Date: Thu, 20 Jul 2006 10:42:28 +0100 Subject: [rt-users] Rights question Message-ID: <44BF5004.7050204@lboro.ac.uk> Hello, I have the odd situation in that I have a group (Group A) of privileged users who I need to give full read only access to, apart from the ability to reply to cases in which they are the requestor. I need all unprivileged users to be able to reply to cases in which they are requestors. I have a group of normal privileged users who have full write access to RT, these are in a separate group, Group B. Is there a way of specifying that the unprivileged users and Group A can only reply to cases in which they are the requestor? 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 stefan.franck at interactive-objects.com Thu Jul 20 06:11:19 2006 From: stefan.franck at interactive-objects.com (Stefan Franck) Date: Thu, 20 Jul 2006 12:11:19 +0200 Subject: [rt-users] how to send templates with custom scrip Message-ID: <44BF56C7.9030601@interactive-objects.com> Hi, If I have a template assigned to a scrip, how can I send it to a certain address? I want to send a special e-mail if a certain custom field changes to a person depending on this custom fields' value. So the recipient of the mail has to be calculated in the scrip's action. I had a look at the wiki, and also looked at the perldoc for templates, but I did not manage to find anything useful. Does anybody have some sample code or instructions on how to do this? Thanks for your help, Stefan From rfh at pipex.net Thu Jul 20 06:43:17 2006 From: rfh at pipex.net (Roy El-Hames) Date: Thu, 20 Jul 2006 11:43:17 +0100 Subject: [rt-users] Unmerge tickets In-Reply-To: <44ABD934.5030803@pipex.net> References: <44ABD934.5030803@pipex.net> Message-ID: <44BF5E45.9000905@pipex.net> Sorry to raise this again..but just in case some missed it first time around and have the answer .. I am sure an unmerged function will be useful to all ... my only problem is identifying the watchers of the original tickets.. Thanks; Roy Roy El-Hames wrote: > Hi ; > Have anyone tried an unmerge function for tickets that have been > merged ..I am sure my users are not the only one that merge tickets > they should n't have then call me to unmerge them .. > I 've started on the function but I am stuck with differentiating the > requestors and AdminCC for each ticket that should be unmerged .. any > pointers will be greatly appreciated. > the system is rt-3.6 on apache2 and mysql 5 > Roy > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > From Gabriele.Valerio at nervianoms.com Thu Jul 20 06:04:16 2006 From: Gabriele.Valerio at nervianoms.com (Valerio, Gabriele [Nervianoms]) Date: Thu, 20 Jul 2006 12:04:16 +0200 Subject: [rt-users] RT 3.6 apache start error: Can't locate Apache2.pm in @INC Message-ID: <69D768435B870B498704129A048CDB19C0B41A@nermbxs08.nervianoms.com> Hello, I am installing RT 3.6 on fedora core 5 and having some problems starting Apache 2. Following the FedoraCore4InstallationGuide I added the following VirtualHost section to the httpd.conf: ServerName your.rt.server.hostname DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 # this line applies to Apache2+mod_perl2 only PerlModule Apache2 Apache::compat PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason but after this apache fails to start, giving the error: Can't locate Apache2.pm in @INC I am not expert at all in configuring Apache and the mod_perl, anyone can help me with this issue? Thank you, Gabriele -------------- next part -------------- An HTML attachment was scrubbed... URL: From eder at unodata.com.br Thu Jul 20 07:14:05 2006 From: eder at unodata.com.br (Eder Miranda - UNODATA) Date: Thu, 20 Jul 2006 08:14:05 -0300 Subject: [rt-users] Fighting SPAM In-Reply-To: <20060720020338.A6B544D830C@diesel.bestpractical.com> Message-ID: <200607201104.k6KB4uld012187@alfa.marpress.com.br> Dear friends, I am using CanIt-FREE to fighting spam on RT. It is great! www.roaringpenguin.com Regards, Eder Miranda -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of rt-users-request at lists.bestpractical.com Sent: quarta-feira, 19 de julho de 2006 23:04 To: rt-users at lists.bestpractical.com Subject: RT-Users Digest, Vol 28, Issue 58 Send RT-Users mailing list submissions to rt-users at lists.bestpractical.com To subscribe or unsubscribe via the World Wide Web, visit http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users or, via email, send a message with subject or body 'help' to rt-users-request at lists.bestpractical.com You can reach the person managing the list at rt-users-owner at lists.bestpractical.com When replying, please edit your Subject line so it is more specific than "Re: Contents of RT-Users digest..." Today's Topics: 1. Re: CommandByMail problems in RT 3.6? (Camron W. Fox) 2. Re: Custom Fields / Transaction Custom Fields inScrips [FIX!] (jesse vincent) 3. Re: Spam on the Wiki (Benji Wakely) 4. Re: Spam on the Wiki (Gilmar Santos Jr) 5. Re: Spam on the Wiki (Jesse Vincent) 6. LDAP working, now the next step (Jay Vlavianos) 7. Re: Spam on the Wiki (Gilmar Santos Jr) 8. Ticket not appearing (Mathew Snyder) 9. RE: LDAP working, now the next step (Joachim Thuau) ---------------------------------------------------------------------- Message: 1 Date: Wed, 19 Jul 2006 13:26:18 -1000 From: "Camron W. Fox" Subject: Re: [rt-users] CommandByMail problems in RT 3.6? To: rt-users at lists.bestpractical.com Message-ID: <44BEBF9A.20400 at us.fujitsu.com> Content-Type: text/plain; charset=ISO-8859-1; format=flowed Camron W. Fox wrote: > Alle, > > As anyone had problems installing the patch for CommandByMail > extension in RT V3.6? I've installed the extension and its prereqs, > but when I try to install the patch: > > patch -p0 > /home/cwfox/RT3/RT-Extension-CommandByMail-0.02/patch/command_by_email > -0.1-RT-3.4.5.patch > > OK, nevermind...oxygen narcosis from traveling to the Summit...BUT, Now I send this input to the generic queue: Queue: "FAI Internal" Subject: "TEST Command Subject Change" Status: open Owner: cwfox Requestor: consult at subaru.naoj.org CF.{Urgency}: Normal CF.{Area}: DNS Gentlemen, This is a test of the commandByMail extension for RT. Best Regards, Camron and a ticket was created in the generic queue with all the input above as the content. Here are the errors: [Wed Jul 19 23:11:38 2006] [debug]: Converting 'ISO-8859-1' to 'utf-8' for text/plain - TEST CommandByMail (/usr/local/rt3/lib/RT/I18N.pm:226) [Wed Jul 19 23:11:38 2006] [debug]: RT::Ticket=HASH(0xa60f68c) No queue given for ticket creation. (/usr/local/rt3/lib/RT/Ticket_Overlay.pm:396) [Wed Jul 19 23:11:38 2006] [error]: Couldn't create ticket from message with commands, fallback to standard mailgate. Error: Could not create ticket. Queue not set (/usr/local/rt3/local/lib/RT/Interface/Email/Filter/TakeAction.pm:447) [Wed Jul 19 23:11:38 2006] [warning]: Couldn't create ticket from message with commands, fallback to standard mailgate. Error: Could not create ticket. Queue not set (/usr/local/rt3/local/lib/RT/Interface/Email/Filter/TakeAction.pm:583) [Wed Jul 19 23:11:38 2006] [crit]: Couldn't create ticket from message with commands, fallback to standard mailgate. Error: Could not create ticket. Queue not set (/usr/local/rt3/lib/RT/Interface/Email.pm:242) ------------------------------ Message: 2 Date: Wed, 19 Jul 2006 16:24:48 -0700 From: "jesse vincent" Subject: Re: [rt-users] Custom Fields / Transaction Custom Fields inScrips [FIX!] To: mcoakley at managedbusiness.com Cc: rt-users at lists.bestpractical.com Message-ID: <20060719233738.55F414D828A at diesel.bestpractical.com> Content-Type: text/plain; charset=iso-8859-1 Unfortunately, the patch violates abstraction barriers all over the place. Io never found a way to do it cleanly ------- Original message ------- From: Mike Coakley Sent: 19.7.'06, 16:33 > For anyone following this thread (doubtful as it is old) I've got everything > working. After looking through the code I noticed that the patch that Jesse > had released for 3.4 that I had tried to apply did not apply fro some reason > although I didn't remember getting any errors. So I re-applied the patch to > my 3.6 and everything is working as I expected it in the past. > > So, I concur with Jesse... His patch does fix the issue :-D > > Now my only question would be why isn't this patch in the core yet as of > 3.6? > > Thanks, > > -- > Mike Coakley > Managed Business > http://www.managedbusiness.com > http://my.managedbusiness.com > Voice - 973-252-0770 x2100 > Fax - 973-252-1797 > > > > > > From: Mike Coakley > > Date: Fri, 07 Jul 2006 15:30:03 -0400 > > To: "rt-users at lists.bestpractical.com" > > Conversation: [rt-users] Custom Fields / Transaction Custom Fields in Scrips > > Subject: Re: [rt-users] Custom Fields / Transaction Custom Fields in Scrips > > > > Hello all... > > > > In further attempts to get this working I've done the following: > > > > 1. I upgraded to RT 3.6.0. Upgrade went smooth but this still does not work. > > > > 2. In further research I found an article in the archives that stated that > > this was a known issue back in the 3.4 timeframe basically stating the the > > Transaction Custom Fields don't get populated until after the scrips are > > run. There was a patch file available through the archives but this patch > > file also did not fix my issue. > > > > So, I'm wondering if anyone has any further help or places I can look. > > > > Thanks, > > > > -- > > Mike Coakley > > Managed Business > > http://www.managedbusiness.com > > http://my.managedbusiness.com > > Voice - 973-252-0770 x2100 > > Fax - 973-252-1797 > > > > > > > > > >> From: Mike Coakley > >> Date: Wed, 05 Jul 2006 16:02:42 -0400 > >> To: > >> Conversation: Custom Fields / Transaction Custom Fields in Scrips > >> Subject: [rt-users] Custom Fields / Transaction Custom Fields in Scrips > >> > >> I'm trying to write a custom condition that will trigger every time a > >> transaction custom field is updated that will update other custom fields. > >> The idea is to keep track of time in a better way. > >> > >> So I have 2 custom fields: Billable Time and Non-Billable Time. These are > >> attached to a ticket. I can easily manually update these fields. I also have > >> two Transaction based custom fields: TRANS Billable Time and TRANS > >> Non-Billable Time. I want to have a condition that fires when the "TRANS*" > >> fields get updated. Then when the condition is fired the action will be to > >> update the Billable Time and Non-Billable Time field appropriately. > >> > >> I've been doing some debugging within the Scrip condition and it appears the > >> condition gets tested twice during a "comment" (haven't worked on reply > >> yet). BUT I don't see the transaction custom field values so my condition > >> fails. So I'm either not retrieving the transaction custom field values > >> improperly (I get no value) or I'm not seeing the right condition. > >> > >> Anyone have any ideas? > >> > >> Thanks, > >> > >> -- > >> Mike Coakley > >> Managed Business > >> http://www.managedbusiness.com > >> http://my.managedbusiness.com > >> Voice - 973-252-0770 x2100 > >> Fax - 973-252-1797 > >> > >> > >> > >> _______________________________________________ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> Community help: http://wiki.bestpractical.com > >> Commercial support: sales at bestpractical.com > >> > >> > >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >> Buy a copy at http://rtbook.bestpractical.com > >> > >> > >> We're hiring! Come hack Perl for Best Practical: > >> http://bestpractical.com/about/jobs.html > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > We're hiring! Come hack Perl for Best Practical: > > http://bestpractical.com/about/jobs.html > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > ------------------------------ Message: 3 Date: Thu, 20 Jul 2006 10:15:13 +1000 From: "Benji Wakely" Subject: Re: [rt-users] Spam on the Wiki To: rt-users at lists.bestpractical.com Message-ID: <693b1460607191715r5253e513m5d921546cbf3187c at mail.gmail.com> Content-Type: text/plain; charset=UTF-8; format=flowed > It has been mentioned before but is there a way to get rid of the spam > on the Wiki? Don't know how it'll fly, but: Semi-public login, posted to the mailing lists regularly? Word-verification/captcha? --Benji Wakely 0409 588 566 ------------------------------ Message: 4 Date: Wed, 19 Jul 2006 21:29:10 -0300 From: Gilmar Santos Jr Subject: Re: [rt-users] Spam on the Wiki Cc: rt-users at lists.bestpractical.com Message-ID: <44BECE56.2010607 at safernet.org.br> Content-Type: text/plain; charset=UTF-8 Benji Wakely escreveu: >> It has been mentioned before but is there a way to get rid of the spam >> on the Wiki? > > Don't know how it'll fly, but: > Semi-public login, posted to the mailing lists regularly? > Word-verification/captcha? I take care of a few wiki sites and this problem was relatively solved by requiring login to edit. In the register process the user writes a comment about why she/he wants to register and a confirm mail is sent to the supplied address. The registration is complete when this mail is replyed or the code sent is inputed in a particular web form. A notice is generated and sent to the administrator, that can remove the account if it's the case. This way we are fairly safe from robots, and incidents with bad users are very rare... Btw, I use TWiki (http://twiki.org/), a very robust, flexible and extensible wiki. -- Gilmar Santos Jr ------------------------------ Message: 5 Date: Wed, 19 Jul 2006 20:29:54 -0400 From: Jesse Vincent Subject: Re: [rt-users] Spam on the Wiki To: Benji Wakely Cc: rt-users at lists.bestpractical.com Message-ID: <20060720002952.GQ20065 at bestpractical.com> Content-Type: text/plain; charset=us-ascii On Thu, Jul 20, 2006 at 10:15:13AM +1000, Benji Wakely wrote: > >It has been mentioned before but is there a way to get rid of the spam > >on the Wiki? > > Don't know how it'll fly, but: > Semi-public login, posted to the mailing lists regularly? Our spammers use google. I think we'll need to go to a full-email-verified login. Wifty is almost, but not quite ready for that. The "other" option is Mediawiki, but my personal distaste for PHP makes that a bit of a non-starter. > Word-verification/captcha? Tried it. The spammers are humans. > --Benji Wakely > 0409 588 566 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > -- ------------------------------ Message: 6 Date: Wed, 19 Jul 2006 17:52:44 -0700 From: "Jay Vlavianos" Subject: [rt-users] LDAP working, now the next step To: Message-ID: Content-Type: text/plain; charset="us-ascii" Hurrah! I got LDAP working with Active Directory using the Mosemann implementation found on the wiki. It took some tweaking and some trial and error, but I finally got it working with a Windows 2003 AD server (which is different than 2000). If anyone is having problems getting that far, I think I can be a resource for you. NOW I have a problem. I want people to be able to create tickets without having an account, but then be able to log into the system and have those tickets associated with their account (by email). I am currently using the "Auto Create on email, then set password via Auto Respond" method, which I will need to turn off. Ideally I can have a replacement for that process that uses LDAP. Does anyone have any ideas about how I might accomplish the above? Thanks! -Jay ------------------------------ Message: 7 Date: Wed, 19 Jul 2006 22:11:38 -0300 From: Gilmar Santos Jr Subject: Re: [rt-users] Spam on the Wiki Cc: rt-users at lists.bestpractical.com Message-ID: <44BED84A.3090009 at safernet.org.br> Content-Type: text/plain; charset=ISO-8859-1 Jesse Vincent escreveu: > Our spammers use google. > > I think we'll need to go to a full-email-verified login. Wifty is > almost, but not quite ready for that. The "other" option is Mediawiki, > but my personal distaste for PHP makes that a bit of a non-starter. > TWiki is in Perl. :-) http://twiki.org/ -- Gilmar Santos Jr ------------------------------ Message: 8 Date: Wed, 19 Jul 2006 21:59:38 -0400 From: Mathew Snyder Subject: [rt-users] Ticket not appearing To: rt-users at lists.bestpractical.com Message-ID: <44BEE38A.90005 at comcast.net> Content-Type: text/plain; charset=ISO-8859-1 A user has pointed out a problem. He was doing a search for resolved tickets that he owns falling under a specific custom field value. The ticket exists in the database and has the status of 'resolved'. However, entering the ticket number in the search box results in nothing. Also, doing a search specifically for that ticket on the Tickets page results in nothing again. Is there an issue with v3.6.0 that might prevent some tickets from being displayed or is this just, as my user called it, an RT anomaly? Or, could something in the ticket get changed within the database which prevents it from showing up in the UI? Mathew Snyder ------------------------------ Message: 9 Date: Wed, 19 Jul 2006 19:05:07 -0700 From: Joachim Thuau Subject: RE: [rt-users] LDAP working, now the next step To: rt-users at lists.bestpractical.com Message-ID: Content-Type: text/plain; charset="iso-8859-1" I just went through the step to setup the auth from the wiki, using LDAP. following all the steps (and now that my exchange and AD are sync'ed throught the exchange connector), gave me the ability to logon with my AD password, and have users registered the same way. If a user send an email, their account is created automatically, and populated with the right details from AD. If a user logon using a browser, the same thing happens. As long as exchange and AD have "sync'ed" data (the connector wasn't configured properly in our case, but since it's there, everything is working beautifully.) my understanding is that with the LDAP plugin/extension setup, the authentication happens over LDAP against AD, and the user details (including emails and stuff) is pulled from AD as well. so when a user sends an email, an account for that user is created with their AD login (minus the domain). the password being checked is the one is AD. So if you look at the auth extension for the ldap in the wiki. i believe the pages that i looked at are the one linked from there: http://wiki.bestpractical.com/index.cgi?LDAP not the one you referenced. RT3.6, apache 1.3, perl 5.8.8. Thanks to Jim Meyer. It works for me(TM). Jok -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Jay Vlavianos Sent: Wednesday, July 19, 2006 5:53 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] LDAP working, now the next step Hurrah! I got LDAP working with Active Directory using the Mosemann implementation found on the wiki. It took some tweaking and some trial and error, but I finally got it working with a Windows 2003 AD server (which is different than 2000). If anyone is having problems getting that far, I think I can be a resource for you. NOW I have a problem. I want people to be able to create tickets without having an account, but then be able to log into the system and have those tickets associated with their account (by email). I am currently using the "Auto Create on email, then set password via Auto Respond" method, which I will need to turn off. Ideally I can have a replacement for that process that uses LDAP. Does anyone have any ideas about how I might accomplish the above? Thanks! -Jay _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html ------------------------------ _______________________________________________ RT-Users mailing list RT-Users at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users End of RT-Users Digest, Vol 28, Issue 58 **************************************** From HelmuthRamirez at compupay.com Thu Jul 20 08:44:11 2006 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Thu, 20 Jul 2006 08:44:11 -0400 Subject: [rt-users] LDAP working, now the next step Message-ID: <7314881427FC8A4081673E8CEEA79249022602C1@EXMIAMI01.compupay.com> What I ended up doing was use the LDAP auth, and I also imported all my AD user accounts into RT. Since only my end users will send us tickets, they'll be the only ones that can create tickets (no autocreate accounts) which should help avoid spam. With this they can log in and check their tickets (although we're not announcing that to our users) using their AD credentials. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jay Vlavianos Sent: Wednesday, July 19, 2006 8:53 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] LDAP working, now the next step Hurrah! I got LDAP working with Active Directory using the Mosemann implementation found on the wiki. It took some tweaking and some trial and error, but I finally got it working with a Windows 2003 AD server (which is different than 2000). If anyone is having problems getting that far, I think I can be a resource for you. NOW I have a problem. I want people to be able to create tickets without having an account, but then be able to log into the system and have those tickets associated with their account (by email). I am currently using the "Auto Create on email, then set password via Auto Respond" method, which I will need to turn off. Ideally I can have a replacement for that process that uses LDAP. Does anyone have any ideas about how I might accomplish the above? Thanks! -Jay _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From mcoakley at managedbusiness.com Thu Jul 20 09:06:38 2006 From: mcoakley at managedbusiness.com (Mike Coakley) Date: Thu, 20 Jul 2006 09:06:38 -0400 Subject: [rt-users] Custom Fields / Transaction Custom Fields inScrips [FIX!] In-Reply-To: <20060719233738.55F414D828A@diesel.bestpractical.com> Message-ID: Jesse, Thanks for the reply and that makes complete sense to this old C++/Java/Object Pascal (yeah I'm dating myself) programmer. I've started to look through the code for RT but haven't gotten through it enough to wrap myself around the object hierarchy and philosophies behind its design. I'll keep on digging and maybe I can come up with a patch that can make it into the core. Thanks, -- Mike Coakley Managed Business http://www.managedbusiness.com http://my.managedbusiness.com Voice - 973-252-0770 x2100 Fax - 973-252-1797 > From: jesse vincent > Date: Wed, 19 Jul 2006 16:24:48 -0700 > To: > Cc: > Subject: Re: [rt-users] Custom Fields / Transaction Custom Fields inScrips > [FIX!] > > Unfortunately, the patch violates abstraction barriers all over the place. Io > never found a way to do it cleanly > > ------- Original message ------- > From: Mike Coakley > Sent: 19.7.'06, 16:33 > >> For anyone following this thread (doubtful as it is old) I've got everything >> working. After looking through the code I noticed that the patch that Jesse >> had released for 3.4 that I had tried to apply did not apply fro some reason >> although I didn't remember getting any errors. So I re-applied the patch to >> my 3.6 and everything is working as I expected it in the past. >> >> So, I concur with Jesse... His patch does fix the issue :-D >> >> Now my only question would be why isn't this patch in the core yet as of >> 3.6? >> >> Thanks, >> >> -- >> Mike Coakley >> Managed Business >> http://www.managedbusiness.com >> http://my.managedbusiness.com >> Voice - 973-252-0770 x2100 >> Fax - 973-252-1797 >> >> >> >> >>> From: Mike Coakley >>> Date: Fri, 07 Jul 2006 15:30:03 -0400 >>> To: "rt-users at lists.bestpractical.com" >>> Conversation: [rt-users] Custom Fields / Transaction Custom Fields in Scrips >>> Subject: Re: [rt-users] Custom Fields / Transaction Custom Fields in Scrips >>> >>> Hello all... >>> >>> In further attempts to get this working I've done the following: >>> >>> 1. I upgraded to RT 3.6.0. Upgrade went smooth but this still does not work. >>> >>> 2. In further research I found an article in the archives that stated that >>> this was a known issue back in the 3.4 timeframe basically stating the the >>> Transaction Custom Fields don't get populated until after the scrips are >>> run. There was a patch file available through the archives but this patch >>> file also did not fix my issue. >>> >>> So, I'm wondering if anyone has any further help or places I can look. >>> >>> Thanks, >>> >>> -- >>> Mike Coakley >>> Managed Business >>> http://www.managedbusiness.com >>> http://my.managedbusiness.com >>> Voice - 973-252-0770 x2100 >>> Fax - 973-252-1797 >>> >>> >>> >>> >>>> From: Mike Coakley >>>> Date: Wed, 05 Jul 2006 16:02:42 -0400 >>>> To: >>>> Conversation: Custom Fields / Transaction Custom Fields in Scrips >>>> Subject: [rt-users] Custom Fields / Transaction Custom Fields in Scrips >>>> >>>> I'm trying to write a custom condition that will trigger every time a >>>> transaction custom field is updated that will update other custom fields. >>>> The idea is to keep track of time in a better way. >>>> >>>> So I have 2 custom fields: Billable Time and Non-Billable Time. These are >>>> attached to a ticket. I can easily manually update these fields. I also >>>> have >>>> two Transaction based custom fields: TRANS Billable Time and TRANS >>>> Non-Billable Time. I want to have a condition that fires when the "TRANS*" >>>> fields get updated. Then when the condition is fired the action will be to >>>> update the Billable Time and Non-Billable Time field appropriately. >>>> >>>> I've been doing some debugging within the Scrip condition and it appears >>>> the >>>> condition gets tested twice during a "comment" (haven't worked on reply >>>> yet). BUT I don't see the transaction custom field values so my condition >>>> fails. So I'm either not retrieving the transaction custom field values >>>> improperly (I get no value) or I'm not seeing the right condition. >>>> >>>> Anyone have any ideas? >>>> >>>> Thanks, >>>> >>>> -- >>>> Mike Coakley >>>> Managed Business >>>> http://www.managedbusiness.com >>>> http://my.managedbusiness.com >>>> Voice - 973-252-0770 x2100 >>>> Fax - 973-252-1797 >>>> >>>> >>>> >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>> Buy a copy at http://rtbook.bestpractical.com >>>> >>>> >>>> We're hiring! Come hack Perl for Best Practical: >>>> http://bestpractical.com/about/jobs.html >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >>> >>> We're hiring! Come hack Perl for Best Practical: >>> http://bestpractical.com/about/jobs.html >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> We're hiring! Come hack Perl for Best Practical: >> http://bestpractical.com/about/jobs.html >> > From DTaylor at cidc.com Thu Jul 20 10:07:21 2006 From: DTaylor at cidc.com (Drew Taylor) Date: Thu, 20 Jul 2006 10:07:21 -0400 Subject: [rt-users] LDAP working, now the next step Message-ID: <61635F141D37624DB4F228F9767295AD0321392A@dice2.gvcorp.grandvirtual.com> Jay, Please update the Wiki with the Windows 2003 AD information if you haven't already done so. I'm curious how your mapping differs from that on http://wiki.bestpractical.com/index.cgi?LdapSiteConfigSettings. Drew -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jay Vlavianos Sent: Wednesday, July 19, 2006 8:53 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] LDAP working, now the next step Hurrah! I got LDAP working with Active Directory using the Mosemann implementation found on the wiki. It took some tweaking and some trial and error, but I finally got it working with a Windows 2003 AD server (which is different than 2000). If anyone is having problems getting that far, I think I can be a resource for you. NOW I have a problem. I want people to be able to create tickets without having an account, but then be able to log into the system and have those tickets associated with their account (by email). I am currently using the "Auto Create on email, then set password via Auto Respond" method, which I will need to turn off. Ideally I can have a replacement for that process that uses LDAP. Does anyone have any ideas about how I might accomplish the above? Thanks! -Jay _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From Jan-Peter.Koopmann at seceidos.de Thu Jul 20 10:14:58 2006 From: Jan-Peter.Koopmann at seceidos.de (Koopmann, Jan-Peter) Date: Thu, 20 Jul 2006 16:14:58 +0200 Subject: [rt-users] Predefined search My Requests not found Message-ID: Hi, We just upgraded from 3.4.4 to 3.6.0 and the start screen now shows "Predefined search My Requests not found" Any ideas? Kind regards, JP From Jan-Peter.Koopmann at seceidos.de Thu Jul 20 10:25:53 2006 From: Jan-Peter.Koopmann at seceidos.de (Koopmann, Jan-Peter) Date: Thu, 20 Jul 2006 16:25:53 +0200 Subject: [rt-users] Predefined search My Requests not found In-Reply-To: Message-ID: On Thursday, July 20, 2006 4:15 PM Koopmann, Jan-Peter wrote: > We just upgraded from 3.4.4 to 3.6.0 and the start screen now shows Forget it. There was a changed "index.html" in local..... Silly me. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3104 bytes Desc: not available URL: From garry.williams at cbeyond.net Thu Jul 20 10:35:07 2006 From: garry.williams at cbeyond.net (Garry T. Williams) Date: Thu, 20 Jul 2006 10:35:07 -0400 Subject: [rt-users] how to send templates with custom scrip In-Reply-To: <44BF56C7.9030601@interactive-objects.com> References: <44BF56C7.9030601@interactive-objects.com> Message-ID: <200607201035.07382.garry.williams@cbeyond.net> On Thursday 20 July 2006 06:11, Stefan Franck wrote: > If I have a template assigned to a scrip, how can I send it to a certain > address? Select Notify Other Recipients in Scrips Fields. Emit a To: header in the template (as the first line and then a blank line after all headers). > I want to send a special e-mail if a certain custom field changes to a > person depending on this custom fields' value. So the recipient of the > mail has to be calculated in the scrip's action. Hmmm. I guess, if it cannot be calculated in the template, I don't know how to "communicate" it to the template from the custom action. -- Garry T. Williams --- 678-656-4579 From oliveros at cpqd.com.br Thu Jul 20 10:45:35 2006 From: oliveros at cpqd.com.br (Dario Luis Coneglian Oliveros) Date: Thu, 20 Jul 2006 11:45:35 -0300 Subject: [rt-users] [rt-3.6.0] how to customize logout.html to force apache reauthentication ? Message-ID: <44BF970F.6060404@cpqd.com.br> Hi folks, I've set up RT to use web external authentication via Apache, however I could't find a way to force reauthentication after logging out so a different user can log in. It seems like the previous authenticated session is saved and that causes my browser (firefox 1.5) not to ask for authentication anymore. My guess is that Logout.html should be customized to do so, but not sure about it. Any guess ? Here is my apache conf: Options None SetHandler perl-script PerlHandler RT::Mason ... AuthPAM_Enabled on AuthName "Request Tracker" AuthType Basic require valid-user Satisfy Any Allow from all SetHandler default-handler Here is my RT_SiteConfig.pm Set($WebExternalAuth , "true"); Set($WebFallbackToInternalAuth , "true"); Set($WebExternalGecos , undef); Set($WebExternalAuto ,"true"); FYI I used PAM SMB to authenticate against Active Directory and that piece is working fine. Any help will be very appreciated ! Thanks, D?rio From dlamers at elcan.com Thu Jul 20 12:02:26 2006 From: dlamers at elcan.com (Lamers, Dan) Date: Thu, 20 Jul 2006 12:02:26 -0400 Subject: [rt-users] Remove disclaimer text from incoming e-mail requests Message-ID: <0FB8C170485E29419C3ADAC3A13886CA033F54D8@EMEXCH004002> Each e-mail request received from our users by RT has a disclaimer in the body which I'd really like to remove. I've scoured the wiki archive, and see other references to this type of request, but I can't find any direction on how to resolve. Does this need to happen outside of RT before passing to rt-mailgate? Maybe it could be handled by a simple custom scrip which would ignore the last {n} lines of the e-mail body? Any direction would be appreciated! Thanks, Dan DISCLAIMER: The information in this message is confidential and may be legally privileged. It is intended solely for the addressee. Access to this message by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, or distribution of the message, or any action or omission taken by you in reliance on it, is prohibited and may be unlawful. Please immediately contact the sender if you have received this message in error. Thank you. -------------- next part -------------- A non-text attachment was scrubbed... Name: Dan Lamers (E-mail).vcf Type: application/octet-stream Size: 394 bytes Desc: not available URL: From Chris.Covington at plusone.com Thu Jul 20 12:54:36 2006 From: Chris.Covington at plusone.com (Covington, Chris) Date: Thu, 20 Jul 2006 12:54:36 -0400 Subject: [rt-users] binary attachment corruption? In-Reply-To: <20060607144223.GA9232@grendel.plusone.com> References: <447CA534.2010709@ucrwcu.rwc.uc.edu> <008301c68598$ee4154e0$0e14140a@ad.serreyn.com> <20060601163432.GF8022@bestpractical.com> <20060607144223.GA9232@grendel.plusone.com> Message-ID: <20060720165436.GF8238@grendel.plusone.com> On Wed, Jun 07, 2006 at 10:42:23AM -0400, Covington, Chris wrote: > Has anyone gotten this sorted out? I've upgraded to mysql 5.0.22 and I > still have this problem, so it must be in the configuration somewhere. > I've tried starting mysql with --character-set-server=binary and > --default-character-set=binary and the attachments are still corrupted > (with new tickets). I guess what I wrote in June says it all. Still having the problem with 3.6.0 where any and all new binary attachments are corrupted (nothing to do with dumps). --- Chris Covington IT Plus One Health Management 75 Maiden Lane Suite 801 NY, NY 10038 646-312-6269 http://www.plusoneactive.com From jesse at bestpractical.com Thu Jul 20 13:06:01 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 20 Jul 2006 13:06:01 -0400 Subject: [rt-users] binary attachment corruption? In-Reply-To: <20060720165436.GF8238@grendel.plusone.com> References: <447CA534.2010709@ucrwcu.rwc.uc.edu> <008301c68598$ee4154e0$0e14140a@ad.serreyn.com> <20060601163432.GF8022@bestpractical.com> <20060607144223.GA9232@grendel.plusone.com> <20060720165436.GF8238@grendel.plusone.com> Message-ID: <20060720170600.GM20065@bestpractical.com> On Thu, Jul 20, 2006 at 12:54:36PM -0400, Covington, Chris wrote: > On Wed, Jun 07, 2006 at 10:42:23AM -0400, Covington, Chris wrote: > > Has anyone gotten this sorted out? I've upgraded to mysql 5.0.22 and I > > still have this problem, so it must be in the configuration somewhere. > > I've tried starting mysql with --character-set-server=binary and > > --default-character-set=binary and the attachments are still corrupted > > (with new tickets). > > I guess what I wrote in June says it all. Still having the problem with > 3.6.0 where any and all new binary attachments are corrupted (nothing to > do with dumps). I haven't been able to replicate this at all. > > --- > Chris Covington > IT > Plus One Health Management > 75 Maiden Lane Suite 801 > NY, NY 10038 > 646-312-6269 > http://www.plusoneactive.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- From oliveros at cpqd.com.br Thu Jul 20 13:40:53 2006 From: oliveros at cpqd.com.br (Dario Luis Coneglian Oliveros) Date: Thu, 20 Jul 2006 14:40:53 -0300 Subject: [rt-users] Question about LdapOverlay and Windows Active Directory Message-ID: <44BFC025.3090509@cpqd.com.br> Hi there, Has anyone gotten the LdapOverlay working with Windows Active Directory ? Basically I would like to authenticate user against Windows AD without doing it thru Apache. I followed the steps in the section LDAP at RT Wiki, but couldn't get it working yet. Any tips, suggestions or working samples will be appreciated. Thanks, D?rio From HelmuthRamirez at compupay.com Thu Jul 20 13:57:17 2006 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Thu, 20 Jul 2006 13:57:17 -0400 Subject: [rt-users] Question about LdapOverlay and Windows Active Directory Message-ID: <7314881427FC8A4081673E8CEEA79249022602E5@EXMIAMI01.compupay.com> There were two ways of doing it in the Wiki...one I failed miserably with, the one that worked for me was this one: http://wiki.bestpractical.com/?LDAP -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dario Luis Coneglian Oliveros Sent: Thursday, July 20, 2006 1:41 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Question about LdapOverlay and Windows Active Directory Hi there, Has anyone gotten the LdapOverlay working with Windows Active Directory ? Basically I would like to authenticate user against Windows AD without doing it thru Apache. I followed the steps in the section LDAP at RT Wiki, but couldn't get it working yet. Any tips, suggestions or working samples will be appreciated. Thanks, D?rio _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From KFCrocker at lbl.gov Thu Jul 20 13:58:30 2006 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 20 Jul 2006 10:58:30 -0700 Subject: [rt-users] Rights question In-Reply-To: <44BF5004.7050204@lboro.ac.uk> References: <44BF5004.7050204@lboro.ac.uk> Message-ID: <44BFC446.70906@lbl.gov> Stewart, Instead of using "Privileged" or "Unprivileged" at the system or Queue level for those rights, use the Requestor Role. Of course, you will have to decide where to give them all the ability to "CreateTicket", but that can be done at the Global System Group or Queue System Group level. Kenn LBNL Stewart Tranter wrote: > Hello, > > I have the odd situation in that I have a group (Group A) of privileged > users who I need to give full read only access to, apart from the > ability to reply to cases in which they are the requestor. > > I need all unprivileged users to be able to reply to cases in which they > are requestors. > > I have a group of normal privileged users who have full write access to > RT, these are in a separate group, Group B. > > Is there a way of specifying that the unprivileged users and Group A can > only reply to cases in which they are the requestor? > > 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 > ------------------------------------------------ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy > a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > From eric.valor at daimlerchrysler.com Thu Jul 20 14:04:12 2006 From: eric.valor at daimlerchrysler.com (eric.valor at daimlerchrysler.com) Date: Thu, 20 Jul 2006 11:04:12 -0700 Subject: [rt-users] LDAP working, now the next step In-Reply-To: <20060720160010.AE6654D836F@diesel.bestpractical.com> Message-ID: Drew: I tested against 2000 and 2003 with ldapsearch before posting those settings to http://wiki.bestpractical.com/index.cgi?LdapAttrMap. The mapping is the same for both. -- Eric N. Valor Information Technology Manager DaimlerChrysler Research & Technology North America, Inc. eric.valor at daimlerchrysler.com 1510 Page Mill Road, Palo Alto, CA 94304 CIMS 931-00-00 650-845-2536 : This Space Intentionally Left Blank : Jay, Please update the Wiki with the Windows 2003 AD information if you haven't already done so. I'm curious how your mapping differs from that on http://wiki.bestpractical.com/index.cgi?LdapSiteConfigSettings. Drew -------------- next part -------------- An HTML attachment was scrubbed... URL: From oliveros at cpqd.com.br Thu Jul 20 14:13:13 2006 From: oliveros at cpqd.com.br (Dario Luis Coneglian Oliveros) Date: Thu, 20 Jul 2006 15:13:13 -0300 Subject: [rt-users] Question about LdapOverlay and Windows Active Directory In-Reply-To: <7314881427FC8A4081673E8CEEA79249022602E5@EXMIAMI01.compupay.com> References: <7314881427FC8A4081673E8CEEA79249022602E5@EXMIAMI01.compupay.com> Message-ID: <44BFC7B9.4000301@cpqd.com.br> Hi Helmuth, That's the one I looked at, but even though I could not get it working. Whenever I try to login, I got the following error: RT::User::IsLDAPPassword search for (&(sAMAccountName=oliveros)(objectclass=posixAccount)) failed: LDAP_REFERRAL 10 (/l/disk0/tools/rt/local/lib/RT/User_Local.pm:177 I am not sure whether it's just a configuration problem or not. Do you happen to know what this error means ? FYI the only step I did not follow in the "New Installs" section of http://wiki.bestpractical.com/?LDAP was #4, which is optional. Thanks, D?rio Helmuth Ramirez wrote: >There were two ways of doing it in the Wiki...one I failed miserably with, the one that worked for me was this one: > >http://wiki.bestpractical.com/?LDAP > > >-----Original Message----- >From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dario Luis Coneglian Oliveros >Sent: Thursday, July 20, 2006 1:41 PM >To: rt-users at lists.bestpractical.com >Subject: [rt-users] Question about LdapOverlay and Windows Active Directory > >Hi there, > >Has anyone gotten the LdapOverlay working with Windows Active Directory ? >Basically I would like to authenticate user against Windows AD without >doing it thru Apache. >I followed the steps in the section LDAP at RT Wiki, but couldn't get it >working yet. >Any tips, suggestions or working samples will be appreciated. > >Thanks, >D?rio > > > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com > > >We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > > From HelmuthRamirez at compupay.com Thu Jul 20 14:20:27 2006 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Thu, 20 Jul 2006 14:20:27 -0400 Subject: [rt-users] Question about LdapOverlay and Windows Active Directory Message-ID: <7314881427FC8A4081673E8CEEA79249022602E6@EXMIAMI01.compupay.com> One thing that got me (due to my COMPLETE LAMP newness) was installing the Net::LDAP module. The other thing I did differently was my objectclass=user not PosixAccount -----Original Message----- From: Dario Luis Coneglian Oliveros [mailto:oliveros at cpqd.com.br] Sent: Thursday, July 20, 2006 2:13 PM To: Helmuth Ramirez Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Question about LdapOverlay and Windows Active Directory Hi Helmuth, That's the one I looked at, but even though I could not get it working. Whenever I try to login, I got the following error: RT::User::IsLDAPPassword search for (&(sAMAccountName=oliveros)(objectclass=posixAccount)) failed: LDAP_REFERRAL 10 (/l/disk0/tools/rt/local/lib/RT/User_Local.pm:177 I am not sure whether it's just a configuration problem or not. Do you happen to know what this error means ? FYI the only step I did not follow in the "New Installs" section of http://wiki.bestpractical.com/?LDAP was #4, which is optional. Thanks, D?rio Helmuth Ramirez wrote: >There were two ways of doing it in the Wiki...one I failed miserably with, the one that worked for me was this one: > >http://wiki.bestpractical.com/?LDAP > > >-----Original Message----- >From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dario Luis Coneglian Oliveros >Sent: Thursday, July 20, 2006 1:41 PM >To: rt-users at lists.bestpractical.com >Subject: [rt-users] Question about LdapOverlay and Windows Active Directory > >Hi there, > >Has anyone gotten the LdapOverlay working with Windows Active Directory ? >Basically I would like to authenticate user against Windows AD without >doing it thru Apache. >I followed the steps in the section LDAP at RT Wiki, but couldn't get it >working yet. >Any tips, suggestions or working samples will be appreciated. > >Thanks, >D?rio > > > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com > > >We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > > From JVlavianos at ecastinc.com Thu Jul 20 14:56:10 2006 From: JVlavianos at ecastinc.com (Jay Vlavianos) Date: Thu, 20 Jul 2006 11:56:10 -0700 Subject: [rt-users] Question about LdapOverlay and Windows Active Directory In-Reply-To: <7314881427FC8A4081673E8CEEA79249022602E6@EXMIAMI01.compupay.com> Message-ID: I used the Mosemann overlay listed on the : http://wiki.bestpractical.com/index.cgi?LdapSummary Page. It also comes with a perl script that will search your existing userbase and attempt to convert them to AD type accounts. Integration was easy, but configuration got me for a bit until I realized: -- Windows 2003 Active Directory has no anonymous ldap queries, thus ldapsearch & Net::LDAP wont bind properly. I had to create a separate account that had read permission on the directory before I could get it to work. Once I got binding working, the RT config didn't work properly, that is when I realized that I had to configure LdapUser with the proper distinguished name instead of just a username. So: Set($LdapUser, 'cn=ADbindUser,cn=Users,dc=corp,dc=domainname,dc=com'); Set($LdapPass, 'ADbindUserPassword'); Once I fixed those, I was up and authenticating. I also tried the LDAP at /index.cgi?LDAP, and couldn't get it to work at all. Hope that helps, -Jay -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Helmuth Ramirez Sent: Thursday, July 20, 2006 11:20 AM To: Dario Luis Coneglian Oliveros Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] Question about LdapOverlay and Windows Active Directory One thing that got me (due to my COMPLETE LAMP newness) was installing the Net::LDAP module. The other thing I did differently was my objectclass=user not PosixAccount -----Original Message----- From: Dario Luis Coneglian Oliveros [mailto:oliveros at cpqd.com.br] Sent: Thursday, July 20, 2006 2:13 PM To: Helmuth Ramirez Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Question about LdapOverlay and Windows Active Directory Hi Helmuth, That's the one I looked at, but even though I could not get it working. Whenever I try to login, I got the following error: RT::User::IsLDAPPassword search for (&(sAMAccountName=oliveros)(objectclass=posixAccount)) failed: LDAP_REFERRAL 10 (/l/disk0/tools/rt/local/lib/RT/User_Local.pm:177 I am not sure whether it's just a configuration problem or not. Do you happen to know what this error means ? FYI the only step I did not follow in the "New Installs" section of http://wiki.bestpractical.com/?LDAP was #4, which is optional. Thanks, D?rio Helmuth Ramirez wrote: >There were two ways of doing it in the Wiki...one I failed miserably with, the one that worked for me was this one: > >http://wiki.bestpractical.com/?LDAP > > >-----Original Message----- >From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dario Luis Coneglian Oliveros >Sent: Thursday, July 20, 2006 1:41 PM >To: rt-users at lists.bestpractical.com >Subject: [rt-users] Question about LdapOverlay and Windows Active Directory > >Hi there, > >Has anyone gotten the LdapOverlay working with Windows Active Directory ? >Basically I would like to authenticate user against Windows AD without >doing it thru Apache. >I followed the steps in the section LDAP at RT Wiki, but couldn't get it >working yet. >Any tips, suggestions or working samples will be appreciated. > >Thanks, >D?rio > > > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com > > >We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From DTaylor at cidc.com Thu Jul 20 15:01:09 2006 From: DTaylor at cidc.com (Drew Taylor) Date: Thu, 20 Jul 2006 15:01:09 -0400 Subject: [rt-users] LDAP working, now the next step Message-ID: <61635F141D37624DB4F228F9767295AD03213AB4@dice2.gvcorp.grandvirtual.com> Eric, Thanks for the note. I have Active directory LDAP working here at $work, but I don't know if it's 2000 or 2003. Good to know that MS didn't make it more difficult if you upgrade. :-) Drew ________________________________ From: eric.valor at daimlerchrysler.com [mailto:eric.valor at daimlerchrysler.com] Sent: Thursday, July 20, 2006 2:04 PM To: rt-users at lists.bestpractical.com Cc: Drew Taylor Subject: Re: [rt-users] LDAP working, now the next step Drew: I tested against 2000 and 2003 with ldapsearch before posting those settings to http://wiki.bestpractical.com/index.cgi?LdapAttrMap. The mapping is the same for both. -- Eric N. Valor Information Technology Manager DaimlerChrysler Research & Technology North America, Inc. eric.valor at daimlerchrysler.com 1510 Page Mill Road, Palo Alto, CA 94304 CIMS 931-00-00 650-845-2536 : This Space Intentionally Left Blank : Jay, Please update the Wiki with the Windows 2003 AD information if you haven't already done so. I'm curious how your mapping differs from that on http://wiki.bestpractical.com/index.cgi?LdapSiteConfigSettings. Drew -------------- next part -------------- An HTML attachment was scrubbed... URL: From JVlavianos at ecastinc.com Thu Jul 20 15:05:24 2006 From: JVlavianos at ecastinc.com (Jay Vlavianos) Date: Thu, 20 Jul 2006 12:05:24 -0700 Subject: [rt-users] LDAP working, now the next step In-Reply-To: <61635F141D37624DB4F228F9767295AD03213AB4@dice2.gvcorp.grandvirtual.com> Message-ID: Yeah, its not the mappings at all. It is the permissions for the directory. Unlike slapd or 2000 AD, 2003 requires an account that had read permission on the directory server for binding. You can either hack 2003 AD to allow anonymous access, or create a user to do it. -Jay ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Drew Taylor Sent: Thursday, July 20, 2006 12:01 PM To: eric.valor at daimlerchrysler.com; rt-users at lists.bestpractical.com Subject: RE: [rt-users] LDAP working, now the next step Eric, Thanks for the note. I have Active directory LDAP working here at $work, but I don't know if it's 2000 or 2003. Good to know that MS didn't make it more difficult if you upgrade. :-) Drew ________________________________ From: eric.valor at daimlerchrysler.com [mailto:eric.valor at daimlerchrysler.com] Sent: Thursday, July 20, 2006 2:04 PM To: rt-users at lists.bestpractical.com Cc: Drew Taylor Subject: Re: [rt-users] LDAP working, now the next step Drew: I tested against 2000 and 2003 with ldapsearch before posting those settings to http://wiki.bestpractical.com/index.cgi?LdapAttrMap. The mapping is the same for both. -- Eric N. Valor Information Technology Manager DaimlerChrysler Research & Technology North America, Inc. eric.valor at daimlerchrysler.com 1510 Page Mill Road, Palo Alto, CA 94304 CIMS 931-00-00 650-845-2536 : This Space Intentionally Left Blank : Jay, Please update the Wiki with the Windows 2003 AD information if you haven't already done so. I'm curious how your mapping differs from that on http://wiki.bestpractical.com/index.cgi?LdapSiteConfigSettings. Drew -------------- next part -------------- An HTML attachment was scrubbed... URL: From DTaylor at cidc.com Thu Jul 20 15:32:03 2006 From: DTaylor at cidc.com (Drew Taylor) Date: Thu, 20 Jul 2006 15:32:03 -0400 Subject: [rt-users] LDAP working, now the next step Message-ID: <61635F141D37624DB4F228F9767295AD03213AE6@dice2.gvcorp.grandvirtual.com> Our sysadmin just created a read-only AD account. No hacking required. :-) Drew ________________________________ From: Jay Vlavianos [mailto:JVlavianos at ecastinc.com] Sent: Thursday, July 20, 2006 3:05 PM To: Drew Taylor; eric.valor at daimlerchrysler.com; rt-users at lists.bestpractical.com Subject: RE: [rt-users] LDAP working, now the next step Yeah, its not the mappings at all. It is the permissions for the directory. Unlike slapd or 2000 AD, 2003 requires an account that had read permission on the directory server for binding. You can either hack 2003 AD to allow anonymous access, or create a user to do it. -Jay ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Drew Taylor Sent: Thursday, July 20, 2006 12:01 PM To: eric.valor at daimlerchrysler.com; rt-users at lists.bestpractical.com Subject: RE: [rt-users] LDAP working, now the next step Eric, Thanks for the note. I have Active directory LDAP working here at $work, but I don't know if it's 2000 or 2003. Good to know that MS didn't make it more difficult if you upgrade. :-) Drew ________________________________ From: eric.valor at daimlerchrysler.com [mailto:eric.valor at daimlerchrysler.com] Sent: Thursday, July 20, 2006 2:04 PM To: rt-users at lists.bestpractical.com Cc: Drew Taylor Subject: Re: [rt-users] LDAP working, now the next step Drew: I tested against 2000 and 2003 with ldapsearch before posting those settings to http://wiki.bestpractical.com/index.cgi?LdapAttrMap. The mapping is the same for both. -- Eric N. Valor Information Technology Manager DaimlerChrysler Research & Technology North America, Inc. eric.valor at daimlerchrysler.com 1510 Page Mill Road, Palo Alto, CA 94304 CIMS 931-00-00 650-845-2536 : This Space Intentionally Left Blank : Jay, Please update the Wiki with the Windows 2003 AD information if you haven't already done so. I'm curious how your mapping differs from that on http://wiki.bestpractical.com/index.cgi?LdapSiteConfigSettings. Drew -------------- next part -------------- An HTML attachment was scrubbed... URL: From liuzmus at yahoo.com Thu Jul 20 17:48:51 2006 From: liuzmus at yahoo.com (Zhiming Liu) Date: Thu, 20 Jul 2006 14:48:51 -0700 (PDT) Subject: [rt-users] DatabaseRequireSSL question? Message-ID: <20060720214851.68910.qmail@web32812.mail.mud.yahoo.com> Hi, Is anyone know RT-3.6.0 MySQL DatabaseRequireSSL working or not? I have setup MySQL SSL on another machine and set DatabaseRequireSSL = 1 in RT-3.6.0. When I started RT, it connected MySQL database without SSL. Thanks, Zhiming. __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From JVlavianos at ecastinc.com Thu Jul 20 19:06:54 2006 From: JVlavianos at ecastinc.com (Jay Vlavianos) Date: Thu, 20 Jul 2006 16:06:54 -0700 Subject: [rt-users] LDAP working, now the next step In-Reply-To: Message-ID: This was my goof. Thanks Joachim... Since I had the auto reply template with the password generation script in place AND LDAP, there was a conflict between the two. Once I removed the auto reply template changes everything worked perfectly like you mentioned below. Thanks again, -Jay -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Joachim Thuau Sent: Wednesday, July 19, 2006 7:05 PM To: rt-users at lists.bestpractical.com Subject: RE: [rt-users] LDAP working, now the next step I just went through the step to setup the auth from the wiki, using LDAP. following all the steps (and now that my exchange and AD are sync'ed throught the exchange connector), gave me the ability to logon with my AD password, and have users registered the same way. If a user send an email, their account is created automatically, and populated with the right details from AD. If a user logon using a browser, the same thing happens. As long as exchange and AD have "sync'ed" data (the connector wasn't configured properly in our case, but since it's there, everything is working beautifully.) my understanding is that with the LDAP plugin/extension setup, the authentication happens over LDAP against AD, and the user details (including emails and stuff) is pulled from AD as well. so when a user sends an email, an account for that user is created with their AD login (minus the domain). the password being checked is the one is AD. So if you look at the auth extension for the ldap in the wiki. i believe the pages that i looked at are the one linked from there: http://wiki.bestpractical.com/index.cgi?LDAP not the one you referenced. RT3.6, apache 1.3, perl 5.8.8. Thanks to Jim Meyer. It works for me(TM). Jok -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Jay Vlavianos Sent: Wednesday, July 19, 2006 5:53 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] LDAP working, now the next step Hurrah! I got LDAP working with Active Directory using the Mosemann implementation found on the wiki. It took some tweaking and some trial and error, but I finally got it working with a Windows 2003 AD server (which is different than 2000). If anyone is having problems getting that far, I think I can be a resource for you. NOW I have a problem. I want people to be able to create tickets without having an account, but then be able to log into the system and have those tickets associated with their account (by email). I am currently using the "Auto Create on email, then set password via Auto Respond" method, which I will need to turn off. Ideally I can have a replacement for that process that uses LDAP. Does anyone have any ideas about how I might accomplish the above? Thanks! -Jay _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From taan at cryologic.com Thu Jul 20 20:00:36 2006 From: taan at cryologic.com (taan) Date: Fri, 21 Jul 2006 10:00:36 +1000 Subject: [rt-users] Re: problem with "add comment to dependant tickets" scrip In-Reply-To: <44BC64C1.7050001@cryologic.com> References: <44BC64C1.7050001@cryologic.com> Message-ID: <44C01924.1090304@cryologic.com> I have a Depended-On ticket which has the following scrip applied to its queue. My scrip condition is "On Comment" My template is "Global Template:blank" My scrip action is "user defined" with Custom action preparation code: my $note; my $t = $self->TicketObj->Transactions; while (my $o = $t->Next) { $note = $o->Content() if $o->Type eq 'Comment'; } foreach my $obj ($self->TicketObj->AllDependedOnBy( Type => 'ticket' )) { $obj->Comment( Content => $self->loc( "Reviewer's notes: [_1]", $note ), ); } return 1; I am not sure if this is a bug or just an anomaly, but as soon as I click on the Comment link in the Depeneded-On ticket an email is sent by the Dependent ticket, before "Update Ticket" has even been clicked. ie no Comment has yet been added to the Depended-On ticket let alone the Dependant ticket. There is no history of a comment being added to the Dependant ticket, or of an email being sent. There are no scrips apart from the one above in the queue for the Depended-On ticket. And I have disabled all scrips except for On Comment in the Dependant ticket queue. Is this weird or am I just missing something blatantly obvious? Taan From jokermjs19 at comcast.net Thu Jul 20 21:50:54 2006 From: jokermjs19 at comcast.net (Mathew Snyder) Date: Thu, 20 Jul 2006 21:50:54 -0400 Subject: [rt-users] Possible Bug? Message-ID: <44C032FE.1020204@comcast.net> We've encountered an issue that we don't particularly like nor do we know if it is engineered or a bug. It involves the searching of merged tickets and is repeatable for all merged tickets in our database. It would appear that after a merge it is impossible to find the ticket merged INTO another based on the merged tickets id. To clarify: Ticket #1 comes in. Ticket #2 comes in and either is related to or is identical to ticket #1. Ticket #2 is merged into ticket #1. Searching for ticket #2 results in nothing instead of redirecting to ticket #1 giving the impression that ticket #2 does not exist. Is this a "feature"? If so how can I make it work the way I want it to? Or is it just a bug? Thanks, Mathew Snyder From btmanmeh at verizon.net Thu Jul 20 22:00:30 2006 From: btmanmeh at verizon.net (Max H.) Date: Thu, 20 Jul 2006 22:00:30 -0400 Subject: [rt-users] Possible Bug? In-Reply-To: <44C032FE.1020204@comcast.net> References: <44C032FE.1020204@comcast.net> Message-ID: <44C0353E.6070408@verizon.net> Mathew Snyder wrote: > We've encountered an issue that we don't particularly like nor do we > know if it is engineered or a bug. It involves the searching of merged > tickets and is repeatable for all merged tickets in our database. > > It would appear that after a merge it is impossible to find the ticket > merged INTO another based on the merged tickets id. To clarify: > > Ticket #1 comes in. > Ticket #2 comes in and either is related to or is identical to ticket #1. > Ticket #2 is merged into ticket #1. > Searching for ticket #2 results in nothing instead of redirecting to > ticket #1 giving the impression that ticket #2 does not exist. > > Is this a "feature"? If so how can I make it work the way I want it to? > Or is it just a bug? This is a bug that the project maintainers have already announced. Search the forum for "search in merged." Max From doogles at doogles.com Thu Jul 20 22:01:15 2006 From: doogles at doogles.com (Jason A. Diegmueller) Date: Thu, 20 Jul 2006 22:01:15 -0400 (EDT) Subject: [rt-users] Possible Bug? In-Reply-To: <44C032FE.1020204@comcast.net> References: <44C032FE.1020204@comcast.net> Message-ID: <20060720220036.A78628@spaceball1.doogles.com> > We've encountered an issue that we don't particularly like nor do we > know if it is engineered or a bug. It involves the searching of merged > tickets and is repeatable for all merged tickets in our database. > > It would appear that after a merge it is impossible to find the ticket > merged INTO another based on the merged tickets id. To clarify: > > Ticket #1 comes in. > Ticket #2 comes in and either is related to or is identical to ticket #1. > Ticket #2 is merged into ticket #1. > Searching for ticket #2 results in nothing instead of redirecting to > ticket #1 giving the impression that ticket #2 does not exist. > > Is this a "feature"? If so how can I make it work the way I want it to? > Or is it just a bug? Mathew-- This has been discussed a bit in the last week, and I think it's been agreed upon that it is a bug. Refer to the following thread: On Tue, Jul 18, 2006 at 05:48:41PM +0200, Sven Sternberger wrote: > On Tue, 2006-07-18 at 11:27 -0400, Jesse Vincent wrote: > > It should be the case that searching for the old ticket number will get > > you the new ticket. > > > This is what I expected. > > I have an 3.6 installation from tarball. The installation is upgraded > from 3.0.12. The search problem appears in tickets which are created > before and after migration. > Ok, then yes, that sounds like a bug. _____________________________________ From cristobalpalmer at gmail.com Thu Jul 20 22:02:56 2006 From: cristobalpalmer at gmail.com (Cristobal Palmer) Date: Thu, 20 Jul 2006 22:02:56 -0400 Subject: [rt-users] Possible Bug? In-Reply-To: <44C032FE.1020204@comcast.net> References: <44C032FE.1020204@comcast.net> Message-ID: <39e2ba090607201902md01c34dv5c766cb3836f72c9@mail.gmail.com> See the thread starting with: http://lists.bestpractical.com/pipermail/rt-users/2006-July/040503.html On 7/20/06, Mathew Snyder wrote: > We've encountered an issue that we don't particularly like nor do we > know if it is engineered or a bug. It involves the searching of merged > tickets and is repeatable for all merged tickets in our database. > > It would appear that after a merge it is impossible to find the ticket > merged INTO another based on the merged tickets id. To clarify: > > Ticket #1 comes in. > Ticket #2 comes in and either is related to or is identical to ticket #1. > Ticket #2 is merged into ticket #1. > Searching for ticket #2 results in nothing instead of redirecting to > ticket #1 giving the impression that ticket #2 does not exist. > > Is this a "feature"? If so how can I make it work the way I want it to? > Or is it just a bug? > > > Thanks, > Mathew Snyder > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Cristobal M. Palmer UNC-CH SILS Student TriLUG Vice Chair cristobalpalmer at gmail.com cmpalmer at ils.unc.edu ils.unc.edu/~cmpalmer "Television-free since 2003" iank has trouble with English. his native language is Python Yeah I'm forced To indent My sentences From jokermjs19 at comcast.net Thu Jul 20 22:07:09 2006 From: jokermjs19 at comcast.net (Mathew Snyder) Date: Thu, 20 Jul 2006 22:07:09 -0400 Subject: [rt-users] Possible Bug? In-Reply-To: <44C032FE.1020204@comcast.net> References: <44C032FE.1020204@comcast.net> Message-ID: <44C036CD.6090103@comcast.net> Thank you. I did do a brief search for EffectiveId and found nothing. Next time I'll be a bit more exhaustive before posting. Thanks, Mathew Snyder Mathew Snyder wrote: > We've encountered an issue that we don't particularly like nor do we > know if it is engineered or a bug. It involves the searching of merged > tickets and is repeatable for all merged tickets in our database. > > It would appear that after a merge it is impossible to find the ticket > merged INTO another based on the merged tickets id. To clarify: > > Ticket #1 comes in. > Ticket #2 comes in and either is related to or is identical to ticket #1. > Ticket #2 is merged into ticket #1. > Searching for ticket #2 results in nothing instead of redirecting to > ticket #1 giving the impression that ticket #2 does not exist. > > Is this a "feature"? If so how can I make it work the way I want it to? > Or is it just a bug? > > > Thanks, > Mathew Snyder > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > From jokermjs19 at comcast.net Fri Jul 21 00:05:22 2006 From: jokermjs19 at comcast.net (Mathew Snyder) Date: Fri, 21 Jul 2006 00:05:22 -0400 Subject: [rt-users] RTx::Shredder Users plugin question Message-ID: <44C05282.3010809@comcast.net> Is there an efficient way to eliminate users whose tickets have been deleted. For instance, we are currently purging our database of all deleted spam tickets and only deleted spam tickets. This task is straight forward using the rtx-shredder CL utility. However, we are left with all the users automatically generated with each spam ticket. Over 14,000 in fact. This leaves us with the tedious job of going through all 14,000 in order to verify that legitimate users, both current and from the past, are untouched. If not currently possible, would it be possible to include in future releases of Shredder, the ability to remove any user who's tickets were deleted based on that fact? Thanks, Mathew Snyder From himanshua at cybage.com Fri Jul 21 02:09:37 2006 From: himanshua at cybage.com (Himanshu Agrawal) Date: Fri, 21 Jul 2006 11:39:37 +0530 Subject: [rt-users] Discrepancy in Ticket count and Next / Previous pagelinks on Search->Display page In-Reply-To: <5613F89D78D2F545A40423EBA5535C3010984614@LAXEVS01.lax.corp.int.untd.com> Message-ID: Thanks for your inputs and apologies for reply after so long. I tried the changes you mentioned but did not get the full desired functionality. It corrects the count in 'Found X tickets' but messes up the Next / Previous page links. Elaborate it bit more: Suppose total found tickets is 200; rows parameter is set to 50 for search result page and the user can see -----Original Message----- From: Schultz, Eric [mailto:ESchultz at corp.untd.com] Sent: Friday, July 14, 2006 21:20 To: Himanshu Agrawal; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Discrepancy in Ticket count and Next / Previous pagelinks on Search->Display page I'd also run into the problem and mentioned it on the list. I offered a solution, but was told that it wasn't worth the performance hit to report accurate information. In case you are interested, I'll provide here any way. I created a new subroutine in lib/RT/Tickets_Overlay.pm: + # {{{ sub NumTickets + sub NumTickets { + my $self = shift; + + my $i = 0; + while ($self->Next) { + $i++; + } + return $i; + } + + # }}} + Then changed this line in share/html/Search/Results.html: $ticketcount = $session{tickets}->CountAll(); to $ticketcount = $session{tickets}->NumTickets(); Lastly, I modified share/html/Elements/TicketList as such (bear in mind that I've made other mods to the file, so my line numbering may not match up with yours): @@ -59,12 +59,12 @@ maxitems => $maxitems &> % } -% my $i; +% my $TotalFound; % while (my $record = $Collection->Next) { -% $i++; +% $TotalFound++; % # Every ten rows, flush the buffer and put something on the page. -% $m->flush_buffer() unless ($i % 10); -<& /Elements/CollectionAsTable/Row, Format => \@Format, i => $i, record => $record, maxitems => $maxitems &> +% $m->flush_buffer() unless ($TotalFound % 10); +<& /Elements/CollectionAsTable/Row, Format => \@Format, i => $TotalFound, record => $record, maxitems => $maxitems &> % } @@ -137,7 +137,6 @@ $Collection->OrderBy(FIELD => $OrderBy, ORDER => $Order); $Collection->RowsPerPage($Rows) if ($Rows); $Collection->GotoPage($Page-1); # SB uses page 0 as the first page -my $TotalFound = $Collection->CountAll(); <%ARGS> From himanshua at cybage.com Fri Jul 21 02:14:04 2006 From: himanshua at cybage.com (Himanshu Agrawal) Date: Fri, 21 Jul 2006 11:44:04 +0530 Subject: [rt-users] Discrepancy in Ticket count and Next / Previous pagelinks on Search->Display page Message-ID: Sorry again, I didn't finish it. Suppose total found tickets is 200; rows parameter is set to 50 for search result page; the logged in user can see only 5 tickets out of 200, but these tickets get displayed on 3rd page.; In this scenario, the count is displayed as 5; the results page does not list any tickets and Next / Previous page links does not show up. I will appreciate any inputs on the same. Thanks Himanshu Agrawal -----Original Message----- From: Himanshu Agrawal Sent: Friday, July 21, 2006 11:40 To: 'Schultz, Eric'; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Discrepancy in Ticket count and Next / Previous pagelinks on Search->Display page Thanks for your inputs and apologies for reply after so long. I tried the changes you mentioned but did not get the full desired functionality. It corrects the count in 'Found X tickets' but messes up the Next / Previous page links. Elaborate it bit more: Suppose total found tickets is 200; rows parameter is set to 50 for search result page and the user can see -----Original Message----- From: Schultz, Eric [mailto:ESchultz at corp.untd.com] Sent: Friday, July 14, 2006 21:20 To: Himanshu Agrawal; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Discrepancy in Ticket count and Next / Previous pagelinks on Search->Display page I'd also run into the problem and mentioned it on the list. I offered a solution, but was told that it wasn't worth the performance hit to report accurate information. In case you are interested, I'll provide here any way. I created a new subroutine in lib/RT/Tickets_Overlay.pm: + # {{{ sub NumTickets + sub NumTickets { + my $self = shift; + + my $i = 0; + while ($self->Next) { + $i++; + } + return $i; + } + + # }}} + Then changed this line in share/html/Search/Results.html: $ticketcount = $session{tickets}->CountAll(); to $ticketcount = $session{tickets}->NumTickets(); Lastly, I modified share/html/Elements/TicketList as such (bear in mind that I've made other mods to the file, so my line numbering may not match up with yours): @@ -59,12 +59,12 @@ maxitems => $maxitems &> % } -% my $i; +% my $TotalFound; % while (my $record = $Collection->Next) { -% $i++; +% $TotalFound++; % # Every ten rows, flush the buffer and put something on the page. -% $m->flush_buffer() unless ($i % 10); -<& /Elements/CollectionAsTable/Row, Format => \@Format, i => $i, record => $record, maxitems => $maxitems &> +% $m->flush_buffer() unless ($TotalFound % 10); +<& /Elements/CollectionAsTable/Row, Format => \@Format, i => $TotalFound, record => $record, maxitems => $maxitems &> % } @@ -137,7 +137,6 @@ $Collection->OrderBy(FIELD => $OrderBy, ORDER => $Order); $Collection->RowsPerPage($Rows) if ($Rows); $Collection->GotoPage($Page-1); # SB uses page 0 as the first page -my $TotalFound = $Collection->CountAll(); <%ARGS> From himanshua at cybage.com Fri Jul 21 02:26:44 2006 From: himanshua at cybage.com (Himanshu Agrawal) Date: Fri, 21 Jul 2006 11:56:44 +0530 Subject: [rt-users] Mandatory ticket fields Message-ID: I need to mould RT, such that a few of the Custom Fields and Subject and Requestor are mandatory while ticket creation. I have an approach: 1. Make changes in database - add a field 'required' to table 'ObjectCustomFields' 2. Provide a check box 'Make Mandatory' while creation of custom field 3. Hard-code checks for Subject and Requestor. Does this sound right? I will appreciate any inputs on the same. I'm using RT 3.4 on Linux RedHat 9 with Apache 2 and Perl 5.8.8. Thanks and regards, Himanshu Agrawal From ocraig at stillsecure.com Fri Jul 21 03:23:31 2006 From: ocraig at stillsecure.com (Ole Craig) Date: Fri, 21 Jul 2006 01:23:31 -0600 Subject: [rt-users] Searching by CurrentUser with QueryBuilder In-Reply-To: <1153327806.9792.226.camel@hex.latis.com> References: <61635F141D37624DB4F228F9767295AD03102110@dice2.gvcorp.grandvirtual.com> <1153327806.9792.226.camel@hex.latis.com> Message-ID: <1153466611.11087.6.camel@hex.latis.com> On Wed, 2006-07-19 at 10:50 -0600, Ole Craig wrote: > On Tue, 2006-07-11 at 10:13 -0400, Drew Taylor wrote: > > Thanks! That did the trick. > > > [...] > > > I have a fresh 3.6.0 installation we're customizing. We'd like to > > > create a saved search that searches for "Owner = '$RT::CurrentUser'" > > > (as opposed to a static username like "Owner = 'drew'"), but this > > > particular syntax doesn't work. Is this possible? If not, where would > > > I start to add this feature - we'd REALLY like to have it. :-) > > > > > > > Try: Owner = '__CurrentUser__' > > I just created a test search under 3.6.0, and it doesn't seem to be > giving me joy. Am I missing something here? The only search term is > > > Owner = '__CurrentUser__' > > and I get zero results. > > (I own 20+ open tickets at the moment.) > > This system was upgraded from 3.6.0rc0 through pre1/pre2/pre3 before > getting to the release version (I was impatient :-) so I suppose > something may have gotten bollixed during one of the upgrades... any > ideas where I should be checking? The only place in the entire tree where __CurrentUser__ crops up (aside from initialdata) is in /share/html/Elements/ShowSearch, which only seems to be used for building the RT-at-a-glance page. In order to get what I wanted working for my installation, I had to make the following changes, and after playing with it for awhile I can't understand how the previous posters are getting results at all... ---- cut here 8< ---- diff -NauBb share/html/Search/Results.html local/html/Search/Results.html --- share/html/Search/Results.html 2006-01-19 20:50:58.000000000 -0700 +++ local/html/Search/Results.html 2006-07-20 22:53:43.000000000 -0600 @@ -54,7 +54,7 @@ OrderBy => $OrderBy, Order => $Order &> <& /Elements/TicketList, - Query => $Query, + Query => $NewQuery, AllowSorting => 1, OrderBy => $OrderBy, Order => $Order, @@ -113,11 +114,14 @@ $Rows ||= 50; } +# use __CurrentUser__ in searches without clobbering the original string +my $NewQuery; +($NewQuery = $Query) =~ s/__CurrentUser__/$session{'CurrentUser'}->Name/ge; my ($title, $ticketcount); $session{'i'}++; $session{'tickets'} = RT::Tickets->new($session{'CurrentUser'}) ; -$session{'tickets'}->FromSQL($Query) if ($Query); +$session{'tickets'}->FromSQL($NewQuery) if ($NewQuery); if ($OrderBy =~ /\|/) { # Multiple Sorts ---- cut here 8< ---- -- /Ole Craig Security Engineer 303-381-3802 (main support hotline) 303-381-3824 (my direct line) 303-381-3801 (fax) www.stillsecure.com . . . From S.G.Tranter at lboro.ac.uk Fri Jul 21 04:50:31 2006 From: S.G.Tranter at lboro.ac.uk (Stewart Tranter) Date: Fri, 21 Jul 2006 09:50:31 +0100 Subject: [rt-users] Rights question In-Reply-To: <44BFC446.70906@lbl.gov> References: <44BF5004.7050204@lboro.ac.uk> <44BFC446.70906@lbl.gov> Message-ID: <44C09557.5020904@lboro.ac.uk> Kenneth Crocker wrote: > Stewart, > > Instead of using "Privileged" or "Unprivileged" at the system or > Queue level for those rights, use the Requestor Role. Of course, you > will have to decide where to give them all the ability to > "CreateTicket", but that can be done at the Global System Group or Queue > System Group level. Kenn, thank you very much, this has worked perfectly. Stewart From todd at chaka.net Fri Jul 21 07:11:12 2006 From: todd at chaka.net (Todd Chapman) Date: Fri, 21 Jul 2006 07:11:12 -0400 Subject: [rt-users] Mandatory ticket fields In-Reply-To: References: Message-ID: <20060721111112.GJ27296@chaka.net> On Fri, Jul 21, 2006 at 11:56:44AM +0530, Himanshu Agrawal wrote: > I need to mould RT, such that a few of the Custom Fields and Subject and > Requestor are mandatory while ticket creation. > > I have an approach: > 1. Make changes in database - add a field 'required' to table > 'ObjectCustomFields' > 2. Provide a check box 'Make Mandatory' while creation of custom field > 3. Hard-code checks for Subject and Requestor. > > Does this sound right? I will appreciate any inputs on the same. > > I'm using RT 3.4 on Linux RedHat 9 with Apache 2 and Perl 5.8.8. RT 3.6 has featores to make required custom fields. I have recently added code to check for required subject in the API and UI. -Todd From nocastanheira at refertelecom.pt Fri Jul 21 07:41:43 2006 From: nocastanheira at refertelecom.pt (CASTANHEIRA, Nuno Osvaldo) Date: Fri, 21 Jul 2006 12:41:43 +0100 Subject: [rt-users] Internet Explorer Error Message-ID: Hi, that problem has been solved!!!! My machine have the name rt_dev.example.com and i change to rtdev.example.com , and it works fine, the problem was the underscore. ________________________________ De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de CASTANHEIRA, Nuno Osvaldo Enviada: quinta-feira, 13 de Julho de 2006 9:14 Para: rt-users at lists.bestpractical.com Assunto: [rt-users] Internet Explorer Error Hi, i have installed rt3.4.5 in a machine, the rt machine is running perfecty....but only in Firefox, when i try to run in Internet Explorer i went to the login page, make the login....but when i choose any option (Tikets, Preferences,,etc) i go back to login page. Can Anyone help me ( Sorry for my English !!!!! ) -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: ATT118226.txt URL: From ashishstyagi at gmail.com Fri Jul 21 09:16:19 2006 From: ashishstyagi at gmail.com (Ashish Tyagi) Date: Fri, 21 Jul 2006 18:46:19 +0530 Subject: [rt-users] Numeric user id's Message-ID: <1153487779.11544.12.camel@bu2-smg-1.equinoxcorp.com> Hi all I need some help. we are using RT-3.2.3 and we need to create numeric user id's like 00001,00009. numeric id's can be created but these users are not able to login to RT. is there any solution for it. many new versions of RT are available now, does any of these version support numeric ID. Regards Ashish Tyagi From rt3-jolemuel at eu.uu.net Fri Jul 21 09:18:42 2006 From: rt3-jolemuel at eu.uu.net (Jodok Ole Muellers) Date: Fri, 21 Jul 2006 15:18:42 +0200 Subject: [rt-users] wrong statistics due to wrong "Closed:" date after upgrade from rt1 -> rt3 Message-ID: <20060721151842.6e495a3d@lixus> Hello List, I successfuly upgraded my rt1 to rt2 and then to 3.4.5 I now want to generate some statistics and therefore had a look at RTx-Statistics-0.1.8.tar.gz and rt3-batch-stats-0.1.tar.gz RTx-Statistics hangs my rt3 because all tickets got the date when the upgrade was done as closed date, therefore it is trying to generate statistics for about 52.000 tickets for this month !!! rt3-batch-stats-0.1 does not hang but still reports all tickets that got migrated as closed this month. I had a look at the metadata of one ticket for example: Created: Fri Aug 13 16:24:18 2004 Starts: Not set Started: Not set Last Contact: Not set Due: Not set Closed: Sat Jul 08 10:52:30 2006 Updated: Tue Aug 17 14:32:53 2004 by RT_System ... Tue Aug 17 14:33:07 2004 someuserid - Status changed from 'open' to 'resoved' As you can see the last timestamp in the ticket log is correct but the "Closed:" date is set to the date the migration was done. I now woul like to "repair" my rt3 database by doing something like in this pseudo code: if Closed_date > Updated_date Closed_date = Updated_date Or even better if Closed_date > last_transaction_date Closed_date = last_transaction_date 1) has sombody have had the same problems ? 2) is there already a solution (script) for this problem 3) has somebody an idea how to fix that directly in sql like described above ? What are the correct table & column names for "Closed:", "Updated:" and date of the last transaction ? best regards, Jodok -- Jodok Ole Muellers | Verizon Business Internet Software System Engineer | Sebrathweg 20 EMEA Server & Service Management | D-44149 Dortmund, Germany phone: +49 (0)231 972 1432 | vnet : 317 1432 mail : rt3-jolemuel at eu.uu.net | fax : +49 231 972 2587 pgp : gpg --keyserver blackhole.pca.dfn.de --recv-keys 5A2A106E From tsmith at loc.gov Fri Jul 21 09:30:07 2006 From: tsmith at loc.gov (Timothy Smith) Date: Fri, 21 Jul 2006 09:30:07 -0400 Subject: [rt-users] Mandatory ticket fields Message-ID: >>> "Himanshu Agrawal" 07/21/06 2:26 AM >>> > I need to mould RT, such that a few of the Custom Fields and Subject and > Requestor are mandatory while ticket creation. 3.6 supports mandatory custom fields, though that doesn't really help you with Subject or Requestor. Tim Smith From dmbeethe at fedex.com Fri Jul 21 10:01:05 2006 From: dmbeethe at fedex.com (Don Beethe) Date: Fri, 21 Jul 2006 09:01:05 -0500 Subject: [rt-users] RE: Numeric user id's In-Reply-To: <20060721131710.8CB5E4D83E0@diesel.bestpractical.com> Message-ID: We had a similar problem. Solution was to put the numeric id in the gecos field and use the email address for the user name... Then when loading a user, do a LoadByGecos to get the user... -----Original Message----- Hi all I need some help. we are using RT-3.2.3 and we need to create numeric user id's like 00001,00009. numeric id's can be created but these users are not able to login to RT. is there any solution for it. many new versions of RT are available now, does any of these version support numeric ID. Regards Ashish Tyagi From ocraig at stillsecure.com Fri Jul 21 10:52:02 2006 From: ocraig at stillsecure.com (Ole Craig) Date: Fri, 21 Jul 2006 08:52:02 -0600 Subject: [rt-users] Internet Explorer Error References: Message-ID: <5C9E8CCEEB81ED498AC0C3B0054704F32AA7CD@webmail.latis.com> -----Original Message----- From: rt-users-bounces at lists.bestpractical.com on behalf of CASTANHEIRA, Nuno Osvaldo > > Hi, that problem has been solved!!!! My machine have the name > rt_dev.example.com and i change to rtdev.example.com , > and it works fine, the problem was the underscore. That's not surprising... an underscore is not a valid character in a hostname, if I recall the RFC correctly. I'm surprised your DNS server allowed it. Ole -------------- next part -------------- An HTML attachment was scrubbed... URL: From ESchultz at corp.untd.com Fri Jul 21 11:14:24 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Fri, 21 Jul 2006 08:14:24 -0700 Subject: [rt-users] Mandatory ticket fields Message-ID: <5613F89D78D2F545A40423EBA5535C3010C24057@LAXEVS01.lax.corp.int.untd.com> > On Fri, Jul 21, 2006 at 11:56:44AM +0530, Himanshu Agrawal wrote: > > I need to mould RT, such that a few of the Custom Fields > and Subject and > > Requestor are mandatory while ticket creation. > > > > I have an approach: > > 1. Make changes in database - add a field 'required' to table > > 'ObjectCustomFields' > > 2. Provide a check box 'Make Mandatory' while creation of > custom field > > 3. Hard-code checks for Subject and Requestor. > > > > Does this sound right? I will appreciate any inputs on the same. > > > > I'm using RT 3.4 on Linux RedHat 9 with Apache 2 and Perl 5.8.8. > > RT 3.6 has featores to make required custom fields. I have > recently added code to check for required subject in the > API and UI. For Subject and Requestor, it should be simple enough to have a javascript in the page to force these. I have one for Subject already, it was not difficult. Eric Schultz United Online From oliveros at cpqd.com.br Fri Jul 21 14:45:46 2006 From: oliveros at cpqd.com.br (Dario Luis Coneglian Oliveros) Date: Fri, 21 Jul 2006 15:45:46 -0300 Subject: [rt-users] Question about LdapOverlay and Windows Active Directory In-Reply-To: <7314881427FC8A4081673E8CEEA79249022602E6@EXMIAMI01.compupay.com> References: <7314881427FC8A4081673E8CEEA79249022602E6@EXMIAMI01.compupay.com> Message-ID: <44C120DA.6020706@cpqd.com.br> I finally got it working !!! It was configuration data issues (cn, ou, ...). Thanks to everyone !!! To solve that, I installed Softerra Ldap Browser to get the correct LDAP settings and also to do some LDAP searchs. Special thanks to Joachim and Helmuth. Now everything looks fine, except for the user auto creation. When trying to login with a LDAP user who does not exist in RT database yet, the user authentication fails. Somehow the LDAP filter got messed up and the sAMAccountName is not filled. Starting from the Auth callback, the IsPassword method is called and it does, the filter gets created before LDAP search. autohandler/Auth callback: unless ($session{'CurrentUser'}) { if (defined ($user) && defined ($pass) ) { $session{'CurrentUser'} = RT::CurrentUser->new(); $session{'CurrentUser'}->Load($user); unless ($session{'CurrentUser'}->Id) { // IT GETS HERE IF USER DOES NOT EXIST IN RT DB my $UserObj = RT::User->new($RT::SystemUser); my ($val, $msg) = $UserObj->SetName($user); if ($UserObj->IsPassword($pass)) { // CALL IsPassword in User_Local.pm ... User_Local.pm sub IsLDAPPassword { ... my $filter_string = '(&(' . $RT::LdapAttrMap->{'Name'} . '=' . $self->Name . ')' . $ldap_filter . ')'; // filter_string = (&(sAMAccountName=)(objectclass=user)) ... } Not sure why sAMAccountName is empty. If I create the same user locally in RT and log in again, the LDAP authentication will be OK. Any help will be appreciated. Regards, D?rio Helmuth Ramirez wrote: >One thing that got me (due to my COMPLETE LAMP newness) was installing the Net::LDAP module. The other thing I did differently was my objectclass=user not PosixAccount > >-----Original Message----- >From: Dario Luis Coneglian Oliveros [mailto:oliveros at cpqd.com.br] >Sent: Thursday, July 20, 2006 2:13 PM >To: Helmuth Ramirez >Cc: rt-users at lists.bestpractical.com >Subject: Re: [rt-users] Question about LdapOverlay and Windows Active Directory > >Hi Helmuth, >That's the one I looked at, but even though I could not get it working. >Whenever I try to login, I got the following error: >RT::User::IsLDAPPassword search for >(&(sAMAccountName=oliveros)(objectclass=posixAccount)) failed: >LDAP_REFERRAL 10 (/l/disk0/tools/rt/local/lib/RT/User_Local.pm:177 >I am not sure whether it's just a configuration problem or not. >Do you happen to know what this error means ? >FYI the only step I did not follow in the "New Installs" section of >http://wiki.bestpractical.com/?LDAP was #4, which is optional. >Thanks, >D?rio > >Helmuth Ramirez wrote: > > > >>There were two ways of doing it in the Wiki...one I failed miserably with, the one that worked for me was this one: >> >>http://wiki.bestpractical.com/?LDAP >> >> >>-----Original Message----- >>From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dario Luis Coneglian Oliveros >>Sent: Thursday, July 20, 2006 1:41 PM >>To: rt-users at lists.bestpractical.com >>Subject: [rt-users] Question about LdapOverlay and Windows Active Directory >> >>Hi there, >> >>Has anyone gotten the LdapOverlay working with Windows Active Directory ? >>Basically I would like to authenticate user against Windows AD without >>doing it thru Apache. >>I followed the steps in the section LDAP at RT Wiki, but couldn't get it >>working yet. >>Any tips, suggestions or working samples will be appreciated. >> >>Thanks, >>D?rio >> >> >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Community help: http://wiki.bestpractical.com >>Commercial support: sales at bestpractical.com >> >> >>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>Buy a copy at http://rtbook.bestpractical.com >> >> >>We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html >> >> >> >> > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From oliveros at cpqd.com.br Fri Jul 21 15:15:50 2006 From: oliveros at cpqd.com.br (Dario Luis Coneglian Oliveros) Date: Fri, 21 Jul 2006 16:15:50 -0300 Subject: [rt-users] Question about LdapOverlay and Windows Active Directory In-Reply-To: <44C120DA.6020706@cpqd.com.br> References: <7314881427FC8A4081673E8CEEA79249022602E6@EXMIAMI01.compupay.com> <44C120DA.6020706@cpqd.com.br> Message-ID: <44C127E6.50808@cpqd.com.br> I noticed the user name is not being set in Auth callback. my $UserObj = RT::User->new($RT::SystemUser); my ($val, $msg) = $UserObj->SetName($user); When printing $msg from above, I get 'Can not modify system users'. Any clues ? Dario Luis Coneglian Oliveros wrote: > I finally got it working !!! It was configuration data issues (cn, ou, > ...). Thanks to everyone !!! > To solve that, I installed Softerra Ldap Browser to get the correct > LDAP settings and also to do some LDAP searchs. Special thanks to > Joachim and Helmuth. > Now everything looks fine, except for the user auto creation. > When trying to login with a LDAP user who does not exist in RT > database yet, the user authentication fails. Somehow the LDAP filter > got messed up and the sAMAccountName is not filled. Starting from the > Auth callback, the IsPassword method is called and it does, the filter > gets created before LDAP search. > > autohandler/Auth callback: > >unless ($session{'CurrentUser'}) { > if (defined ($user) && defined ($pass) ) { > $session{'CurrentUser'} = RT::CurrentUser->new(); > $session{'CurrentUser'}->Load($user); > > unless ($session{'CurrentUser'}->Id) { > // IT GETS HERE IF USER DOES NOT EXIST IN RT DB > my $UserObj = RT::User->new($RT::SystemUser); > my ($val, $msg) = $UserObj->SetName($user); > > if ($UserObj->IsPassword($pass)) { // CALL IsPassword in User_Local.pm > ... > > > User_Local.pm > >sub IsLDAPPassword { > ... > my $filter_string = '(&(' . $RT::LdapAttrMap->{'Name'} . '=' . > $self->Name . ')' . $ldap_filter . ')'; > // filter_string = (&(sAMAccountName=)(objectclass=user)) > > ... > } > > Not sure why sAMAccountName is empty. If I create the same user > locally in RT and log in again, the LDAP authentication will be OK. > Any help will be appreciated. > > Regards, > D?rio > > > Helmuth Ramirez wrote: > >>One thing that got me (due to my COMPLETE LAMP newness) was installing the Net::LDAP module. The other thing I did differently was my objectclass=user not PosixAccount >> >>-----Original Message----- >>From: Dario Luis Coneglian Oliveros [mailto:oliveros at cpqd.com.br] >>Sent: Thursday, July 20, 2006 2:13 PM >>To: Helmuth Ramirez >>Cc: rt-users at lists.bestpractical.com >>Subject: Re: [rt-users] Question about LdapOverlay and Windows Active Directory >> >>Hi Helmuth, >>That's the one I looked at, but even though I could not get it working. >>Whenever I try to login, I got the following error: >>RT::User::IsLDAPPassword search for >>(&(sAMAccountName=oliveros)(objectclass=posixAccount)) failed: >>LDAP_REFERRAL 10 (/l/disk0/tools/rt/local/lib/RT/User_Local.pm:177 >>I am not sure whether it's just a configuration problem or not. >>Do you happen to know what this error means ? >>FYI the only step I did not follow in the "New Installs" section of >>http://wiki.bestpractical.com/?LDAP was #4, which is optional. >>Thanks, >>D?rio >> >>Helmuth Ramirez wrote: >> >> >> >>>There were two ways of doing it in the Wiki...one I failed miserably with, the one that worked for me was this one: >>> >>>http://wiki.bestpractical.com/?LDAP >>> >>> >>>-----Original Message----- >>>From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dario Luis Coneglian Oliveros >>>Sent: Thursday, July 20, 2006 1:41 PM >>>To: rt-users at lists.bestpractical.com >>>Subject: [rt-users] Question about LdapOverlay and Windows Active Directory >>> >>>Hi there, >>> >>>Has anyone gotten the LdapOverlay working with Windows Active Directory ? >>>Basically I would like to authenticate user against Windows AD without >>>doing it thru Apache. >>>I followed the steps in the section LDAP at RT Wiki, but couldn't get it >>>working yet. >>>Any tips, suggestions or working samples will be appreciated. >>> >>>Thanks, >>>D?rio >>> >>> >>> >>>_______________________________________________ >>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>>Community help: http://wiki.bestpractical.com >>>Commercial support: sales at bestpractical.com >>> >>> >>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>Buy a copy at http://rtbook.bestpractical.com >>> >>> >>>We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html >>> >>> >>> >>> >> >> > >------------------------------------------------------------------------ > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com > > >We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -------------- next part -------------- An HTML attachment was scrubbed... URL: From bryce at shellshark.net Fri Jul 21 15:41:25 2006 From: bryce at shellshark.net (Bryce Porter) Date: Fri, 21 Jul 2006 14:41:25 -0500 Subject: [rt-users] New RT Install Giving me Fits Message-ID: <19E26C3B-FA5C-4034-AACA-8A94DEB3C755@shellshark.net> Hey guys, I got RT and all of it's dependent Perl modules installed just fine, setup in Apache just fine (I think), and everything else the documentation told me to do. What's going on is, I can login, but as soon as I navigate to a different part of RT, it asks me to login again, every time. My browser is set to allow all cookies, so I don't think it's a cookie issue. If it makes a difference, I'm running Apache and MySQL on two separate servers, but I've modified the configuration files to reflect that. Has anyone ran into this issue before, or know how I can solve it? Please advise, and thank you in advance :) Regards, Bryce Porter ShellShark Networks Owner ShellShark Networks 151 Shadoway Dr. East Peoria, IL 61611 p. 309.698.5584 x103 f. 425.606.3294 e. bryce at shellshark.net w. www.shellshark.net -------------- next part -------------- An HTML attachment was scrubbed... URL: From jmccoy at ggu.edu Fri Jul 21 17:10:27 2006 From: jmccoy at ggu.edu (John McCoy) Date: Fri, 21 Jul 2006 14:10:27 -0700 Subject: [rt-users] RT3.6 no queue in template In-Reply-To: <44BD6B4B.4030604@ggu.edu> References: <44BD6B4B.4030604@ggu.edu> Message-ID: <44C142C3.9080608@ggu.edu> Still plugging away on this and getting no traction. It was suggest replacing: Parent: { $Tickets{'TOP'}->Id() } with Parents: TOP per wiki page: http://wiki.bestpractical.com/index.cgi?WorkFlow No change in the error, I've been playing around with the order in my Template but that seems to have no effect either. RT is looking really good for us in every other way if I can just get automated work flows to work thanks for any ideas. I've tried adding log statements in the template but they seem to get ignored, is that possible? Current Template: ===Create-Ticket: Remove Groupwise User Subject: Disable Novell Account Parents: TOP Queue: Support Owner: rthduser Requestor: { $Tickets{'TOP'->OwnerObj->EmailAddress() } Content-Type: text/plain Content: The user listed in the parent ticket { $Tickets{'TOP'}->Id() } needs to be disabled in eDir and Groupwise. Please remember to resolve this ticket when it is done. ENDOFCONTENT Error log: [Fri Jul 21 21:02:26 2006] [debug]: Converting 'ISO-8859-1' to 'utf-8' for text/plain - Employee Termination Notice (/opt/rt3/lib/RT/I18N.pm:226) [Fri Jul 21 21:02:26 2006] [debug]: About to think about scrips for transaction #10972 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160) [Fri Jul 21 21:02:26 2006] [debug]: About to think about scrips for transaction #10973 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160) [Fri Jul 21 21:02:26 2006] [debug]: About to think about scrips for transaction #10974 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160) [Fri Jul 21 21:02:26 2006] [debug]: About to think about scrips for transaction #10975 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160) [Fri Jul 21 21:02:26 2006] [debug]: About to think about scrips for transaction #10976 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160) [Fri Jul 21 21:02:26 2006] [debug]: About to prepare scrips for transaction #10976 (/opt/rt3/lib/RT/Transaction_Overlay.pm:164) [Fri Jul 21 21:02:26 2006] [debug]: Found 4 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:364) [Fri Jul 21 21:02:27 2006] [debug]: Detected Termination Notice with subject = Employee Termination Notice (/opt/rt3/local/lib/RT/Condition/OnEmployeeTermination.pm:17) [Fri Jul 21 21:02:27 2006] [debug]: Line: === (/opt/rt3/lib/RT/Action/CreateTickets.pm:810) [Fri Jul 21 21:02:27 2006] [debug]: Line: ===Create-Ticket: Remove Groupwise User (/opt/rt3/lib/RT/Action/CreateTickets.pm:813) [Fri Jul 21 21:02:27 2006] [debug]: **** Create ticket: create-Remove Groupwise User (/opt/rt3/lib/RT/Action/CreateTickets.pm:828) [Fri Jul 21 21:02:27 2006] [debug]: Line: Subject: Disable Novell Account (/opt/rt3/lib/RT/Action/CreateTickets.pm:813) [Fri Jul 21 21:02:27 2006] [debug]: Line: Parents: TOP (/opt/rt3/lib/RT/Action/CreateTickets.pm:813) [Fri Jul 21 21:02:27 2006] [debug]: Line: Queue: Support (/opt/rt3/lib/RT/Action/CreateTickets.pm:813) [Fri Jul 21 21:02:27 2006] [debug]: Line: Owner: rthduser (/opt/rt3/lib/RT/Action/CreateTickets.pm:813) [Fri Jul 21 21:02:27 2006] [debug]: Line: Requestor: { $Tickets{'TOP'->OwnerObj->EmailAddress() } (/opt/rt3/lib/RT/Action/CreateTickets.pm:813) [Fri Jul 21 21:02:27 2006] [debug]: Line: Content-Type: text/plain (/opt/rt3/lib/RT/Action/CreateTickets.pm:813) [Fri Jul 21 21:02:27 2006] [debug]: Line: Content: (/opt/rt3/lib/RT/Action/CreateTickets.pm:813) [Fri Jul 21 21:02:27 2006] [debug]: Line: The user listed in the parent ticket { $Tickets{'TOP'}->Id() } needs to be disabled in eDir and Groupwise. Please remember to resolve this ticket when it is done. (/opt/rt3/lib/RT/Action/CreateTickets.pm:813) [Fri Jul 21 21:02:27 2006] [debug]: Line: ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:813) [Fri Jul 21 21:02:27 2006] [debug]: About to commit scrips for transaction #10976 (/opt/rt3/lib/RT/Transaction_Overlay.pm:173) [Fri Jul 21 21:02:27 2006] [info]: #599/10976 - Scrip 3 (/opt/rt3/lib/RT/Action/SendEmail.pm:237) [Fri Jul 21 21:02:27 2006] [debug]: About to think about scrips for transaction #10977 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160) [Fri Jul 21 21:02:27 2006] [info]: sent To: jmccoy at ggu.edu (/opt/rt3/lib/RT/Action/SendEmail.pm:312) [Fri Jul 21 21:02:27 2006] [info]: #599/10976 - Scrip 4 (/opt/rt3/lib/RT/Action/SendEmail.pm:237) [Fri Jul 21 21:02:27 2006] [info]: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:249) [Fri Jul 21 21:02:27 2006] [debug]: In CreateByTemplate (/opt/rt3/lib/RT/Action/CreateTickets.pm:571) [Fri Jul 21 21:02:27 2006] [debug]: Workflow: processing create-Remove Groupwise User of RT::Ticket=HASH(0xabd5570) (/opt/rt3/lib/RT/Action/CreateTickets.pm:586) [Fri Jul 21 21:02:27 2006] [debug]: Workflow: evaluating Subject: Disable Novell Account Parents: TOP Queue: Support Owner: rthduser Requestor: { $Tickets{'TOP'->OwnerObj->EmailAddress() } Content-Type: text/plain Content: The user listed in the parent ticket { $Tickets{'TOP'}->Id() } needs to be disabled in eDir and Groupwise. Please remember to resolve this ticket when it is done. ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:879) [Fri Jul 21 21:02:27 2006] [debug]: Workflow: yielding (/opt/rt3/lib/RT/Action/CreateTickets.pm:895) [Fri Jul 21 21:02:27 2006] [debug]: not a recognised queue object. (/opt/rt3/lib/RT/Ticket_Overlay.pm:391) [Fri Jul 21 21:02:27 2006] [debug]: RT::Ticket=HASH(0xad9f3dc) No queue given for ticket creation. (/opt/rt3/lib/RT/Ticket_Overlay.pm:396) [Fri Jul 21 21:02:27 2006] [error]: Couldn't create related ticket create-Remove Groupwise User for 599 Could not create ticket. Queue not set (/opt/rt3/lib/RT/Action/CreateTickets.pm:617) [Fri Jul 21 21:02:27 2006] [debug]: Handling links for (/opt/rt3/lib/RT/Action/CreateTickets.pm:1414) [Fri Jul 21 21:02:27 2006] [debug]: Handling postponed actions for (/opt/rt3/lib/RT/Action/CreateTickets.pm:1461) [Fri Jul 21 21:02:27 2006] [info]: Ticket 599 created in queue 'Infrastructure' by jmccoy (/opt/rt3/lib/RT/Ticket_Overlay.pm:745) John McCoy, Jr wrote: > Simple template triggered by subject line to create child ticket(s) > for a workflow process. I've seen other posts about getting HASH > errors with 3.6, is this a 3.6 bug? I've tried not listing a queue or > using its number all with the same result. > > Thanks. > > ===Create-Ticket: Remove Groupwise User > Queue: support > Subject: Disable Novell Account > Owner: rthduser > Requestor: { $Tickets{'TOP'->OwnerObj->EmailAddress() } > Parent: { $Tickets{'TOP'}->Id() } > Content-Type: text/plain > Content: > The user listed in the parent ticket { $Tickets{'TOP'}->Id() } needs > to be disabled in eDir and Groupwise. Please remember to resolve this > ticket when it is done. > ENDOFCONTENT > > > Log: > [Tue Jul 18 22:31:52 2006] [debug]: Converting 'ISO-8859-1' to 'utf-8' > for text/plain - Employee Termination Notice > (/opt/rt3/lib/RT/I18N.pm:226) > [Tue Jul 18 22:31:52 2006] [debug]: About to think about scrips for > transaction #10858 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160) > [Tue Jul 18 22:31:52 2006] [debug]: About to think about scrips for > transaction #10859 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160) > [Tue Jul 18 22:31:52 2006] [debug]: About to think about scrips for > transaction #10860 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160) > [Tue Jul 18 22:31:52 2006] [debug]: About to think about scrips for > transaction #10861 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160) > [Tue Jul 18 22:31:52 2006] [debug]: About to think about scrips for > transaction #10862 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160) > [Tue Jul 18 22:31:52 2006] [debug]: About to prepare scrips for > transaction #10862 (/opt/rt3/lib/RT/Transaction_Overlay.pm:164) > [Tue Jul 18 22:31:52 2006] [debug]: Found 4 scrips > (/opt/rt3/lib/RT/Scrips_Overlay.pm:364) > [Tue Jul 18 22:31:53 2006] [debug]: Detected Termination Notice with > subject = Employee Termination Notice > (/opt/rt3/local/lib/RT/Condition/OnEmployeeTermination.pm:17) > [Tue Jul 18 22:31:53 2006] [debug]: Line: === > (/opt/rt3/lib/RT/Action/CreateTickets.pm:810) > [Tue Jul 18 22:31:53 2006] [debug]: Line: ===Create-Ticket: Remove > Groupwise User (/opt/rt3/lib/RT/Action/CreateTickets.pm:813) > [Tue Jul 18 22:31:53 2006] [debug]: **** Create ticket: create-Remove > Groupwise User (/opt/rt3/lib/RT/Action/CreateTickets.pm:828) > [Tue Jul 18 22:31:53 2006] [debug]: Line: Queue: support > (/opt/rt3/lib/RT/Action/CreateTickets.pm:813) > [Tue Jul 18 22:31:53 2006] [debug]: Line: Subject: Disable Novell > Account (/opt/rt3/lib/RT/Action/CreateTickets.pm:813) > [Tue Jul 18 22:31:53 2006] [debug]: Line: Owner: rthduser > (/opt/rt3/lib/RT/Action/CreateTickets.pm:813) > [Tue Jul 18 22:31:53 2006] [debug]: Line: Requestor: { > $Tickets{'TOP'->OwnerObj->EmailAddress() } > (/opt/rt3/lib/RT/Action/CreateTickets.pm:813) > [Tue Jul 18 22:31:53 2006] [debug]: Line: Parent: { > $Tickets{'TOP'}->Id() } (/opt/rt3/lib/RT/Action/CreateTickets.pm:813) > [Tue Jul 18 22:31:53 2006] [debug]: Line: Content-Type: text/plain > (/opt/rt3/lib/RT/Action/CreateTickets.pm:813) > [Tue Jul 18 22:31:53 2006] [debug]: Line: Content: > (/opt/rt3/lib/RT/Action/CreateTickets.pm:813) > [Tue Jul 18 22:31:53 2006] [debug]: Line: The user listed in the > parent ticket { $Tickets{'TOP'}->Id() } needs to be disabled in eDir > and Groupwise. Please remember to resolve this ticket when it is done. > (/opt/rt3/lib/RT/Action/CreateTickets.pm:813) > [Tue Jul 18 22:31:53 2006] [debug]: Line: ENDOFCONTENT > (/opt/rt3/lib/RT/Action/CreateTickets.pm:813) > [Tue Jul 18 22:31:53 2006] [debug]: About to commit scrips for > transaction #10862 (/opt/rt3/lib/RT/Transaction_Overlay.pm:173) > [Tue Jul 18 22:31:53 2006] [info]: > #582/10862 - Scrip 3 > (/opt/rt3/lib/RT/Action/SendEmail.pm:237) > [Tue Jul 18 22:31:53 2006] [debug]: About to think about scrips for > transaction #10863 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160) > [Tue Jul 18 22:31:53 2006] [info]: > sent To: > jmccoy at ggu.edu (/opt/rt3/lib/RT/Action/SendEmail.pm:312) > [Tue Jul 18 22:31:53 2006] [info]: > #582/10862 - Scrip 4 > (/opt/rt3/lib/RT/Action/SendEmail.pm:237) > [Tue Jul 18 22:31:53 2006] [info]: > No recipients found. > Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:249) > [Tue Jul 18 22:31:53 2006] [debug]: In CreateByTemplate > (/opt/rt3/lib/RT/Action/CreateTickets.pm:571) > [Tue Jul 18 22:31:53 2006] [debug]: Workflow: processing create-Remove > Groupwise User of RT::Ticket=HASH(0xa003364) > (/opt/rt3/lib/RT/Action/CreateTickets.pm:586) > [Tue Jul 18 22:31:53 2006] [debug]: Workflow: evaluating > Queue: support > Subject: Disable Novell Account > Owner: rthduser > Requestor: { $Tickets{'TOP'->OwnerObj->EmailAddress() } > Parent: { $Tickets{'TOP'}->Id() } > Content-Type: text/plain > Content: > The user listed in the parent ticket { $Tickets{'TOP'}->Id() } needs > to be disabled in eDir and Groupwise. Please remember to resolve this > ticket when it is done. > ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:879) > [Tue Jul 18 22:31:53 2006] [debug]: Workflow: yielding > (/opt/rt3/lib/RT/Action/CreateTickets.pm:895) > [Tue Jul 18 22:31:53 2006] [debug]: not a recognised queue object. > (/opt/rt3/lib/RT/Ticket_Overlay.pm:391) > [Tue Jul 18 22:31:53 2006] [debug]: RT::Ticket=HASH(0xa0033b8) No > queue given for ticket creation. (/opt/rt3/lib/RT/Ticket_Overlay.pm:396) > [Tue Jul 18 22:31:53 2006] [error]: Couldn't create related ticket > create-Remove Groupwise User for 582 Could not create ticket. Queue > not set (/opt/rt3/lib/RT/Action/CreateTickets.pm:617) > [Tue Jul 18 22:31:53 2006] [debug]: Handling links for > (/opt/rt3/lib/RT/Action/CreateTickets.pm:1414) > [Tue Jul 18 22:31:53 2006] [debug]: Handling postponed actions for > (/opt/rt3/lib/RT/Action/CreateTickets.pm:1461) > [Tue Jul 18 22:31:53 2006] [info]: Ticket 582 created in queue > 'Infrastructure' by jmccoy (/opt/rt3/lib/RT/Ticket_Overlay.pm:745) > > System info: > RHEL 4 all patches (perl 5.8.5,Apache/2.0.52) > Hardware: VM ESX 3.0 RC2 > RT 3.6 from tar ball > mod_fastcgi-2.4.2 from tar ball > DBIx::SearchBuilder 1.39 > mysql Ver 14.7 Distrib 4.1.20, for redhat-linux-gnu (i386) using > readline 4.3 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > -- ************************************* John McCoy, Jr Sr. Systems and Network Administrator Enterprise Technology Services Golden Gate University 415-442-6560 ************************************* From oliveros at cpqd.com.br Fri Jul 21 17:33:54 2006 From: oliveros at cpqd.com.br (Dario Luis Coneglian Oliveros) Date: Fri, 21 Jul 2006 18:33:54 -0300 Subject: [rt-users] Question about LdapOverlay and Windows Active Directory In-Reply-To: <44C127E6.50808@cpqd.com.br> References: <7314881427FC8A4081673E8CEEA79249022602E6@EXMIAMI01.compupay.com> <44C120DA.6020706@cpqd.com.br> <44C127E6.50808@cpqd.com.br> Message-ID: <44C14842.4010001@cpqd.com.br> How can I set anything in UserObj (see previous message) if the code snippet below (User_Overlay.pm) does not allow that ? sub _Set { ... if ( ($self->Id == $RT::SystemUser->Id ) || ($self->Id == $RT::Nobody->Id)) { return ( 0, $self->loc("Can not modify system users") ); } ... } And if this cannot be set, then the LDAP filter will not be created successfully since sAMAccountName value will be missing. I wonder why some of you got the auto creation working. To prove my theory, I commented out the lines above and the SetName operation worked fine. I think I am missing something, but can't figure out what. Please help me understand how you got the auto creation working. Thanks, D?rio Dario Luis Coneglian Oliveros wrote: > I noticed the user name is not being set in Auth callback. > > my $UserObj = RT::User->new($RT::SystemUser); > my ($val, $msg) = $UserObj->SetName($user); > > When printing $msg from above, I get 'Can not modify system users'. > Any clues ? > > Dario Luis Coneglian Oliveros wrote: > >> I finally got it working !!! It was configuration data issues (cn, >> ou, ...). Thanks to everyone !!! >> To solve that, I installed Softerra Ldap Browser to get the correct >> LDAP settings and also to do some LDAP searchs. Special thanks to >> Joachim and Helmuth. >> Now everything looks fine, except for the user auto creation. >> When trying to login with a LDAP user who does not exist in RT >> database yet, the user authentication fails. Somehow the LDAP filter >> got messed up and the sAMAccountName is not filled. Starting from the >> Auth callback, the IsPassword method is called and it does, the >> filter gets created before LDAP search. >> >> autohandler/Auth callback: >> >>unless ($session{'CurrentUser'}) { >> if (defined ($user) && defined ($pass) ) { >> $session{'CurrentUser'} = RT::CurrentUser->new(); >> $session{'CurrentUser'}->Load($user); >> >> unless ($session{'CurrentUser'}->Id) { >> // IT GETS HERE IF USER DOES NOT EXIST IN RT DB >> my $UserObj = RT::User->new($RT::SystemUser); >> my ($val, $msg) = $UserObj->SetName($user); >> >> if ($UserObj->IsPassword($pass)) { // CALL IsPassword in User_Local.pm >> ... >> >> >> User_Local.pm >> >>sub IsLDAPPassword { >> ... >> my $filter_string = '(&(' . $RT::LdapAttrMap->{'Name'} . '=' . >> $self->Name . ')' . $ldap_filter . ')'; >> // filter_string = (&(sAMAccountName=)(objectclass=user)) >> >> ... >> } >> >> Not sure why sAMAccountName is empty. If I create the same user >> locally in RT and log in again, the LDAP authentication will be OK. >> Any help will be appreciated. >> >> Regards, >> D?rio >> >> >> Helmuth Ramirez wrote: >> >>>One thing that got me (due to my COMPLETE LAMP newness) was installing the Net::LDAP module. The other thing I did differently was my objectclass=user not PosixAccount >>> >>>-----Original Message----- >>>From: Dario Luis Coneglian Oliveros [mailto:oliveros at cpqd.com.br] >>>Sent: Thursday, July 20, 2006 2:13 PM >>>To: Helmuth Ramirez >>>Cc: rt-users at lists.bestpractical.com >>>Subject: Re: [rt-users] Question about LdapOverlay and Windows Active Directory >>> >>>Hi Helmuth, >>>That's the one I looked at, but even though I could not get it working. >>>Whenever I try to login, I got the following error: >>>RT::User::IsLDAPPassword search for >>>(&(sAMAccountName=oliveros)(objectclass=posixAccount)) failed: >>>LDAP_REFERRAL 10 (/l/disk0/tools/rt/local/lib/RT/User_Local.pm:177 >>>I am not sure whether it's just a configuration problem or not. >>>Do you happen to know what this error means ? >>>FYI the only step I did not follow in the "New Installs" section of >>>http://wiki.bestpractical.com/?LDAP was #4, which is optional. >>>Thanks, >>>D?rio >>> >>>Helmuth Ramirez wrote: >>> >>> >>> >>>>There were two ways of doing it in the Wiki...one I failed miserably with, the one that worked for me was this one: >>>> >>>>http://wiki.bestpractical.com/?LDAP >>>> >>>> >>>>-----Original Message----- >>>>From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dario Luis Coneglian Oliveros >>>>Sent: Thursday, July 20, 2006 1:41 PM >>>>To: rt-users at lists.bestpractical.com >>>>Subject: [rt-users] Question about LdapOverlay and Windows Active Directory >>>> >>>>Hi there, >>>> >>>>Has anyone gotten the LdapOverlay working with Windows Active Directory ? >>>>Basically I would like to authenticate user against Windows AD without >>>>doing it thru Apache. >>>>I followed the steps in the section LDAP at RT Wiki, but couldn't get it >>>>working yet. >>>>Any tips, suggestions or working samples will be appreciated. >>>> >>>>Thanks, >>>>D?rio >>>> >>>> >>>> >>>>_______________________________________________ >>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>>Community help: http://wiki.bestpractical.com >>>>Commercial support: sales at bestpractical.com >>>> >>>> >>>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>>Buy a copy at http://rtbook.bestpractical.com >>>> >>>> >>>>We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html >>>> >>>> >>>> >>>> >>> >>> >> >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Community help: http://wiki.bestpractical.com >>Commercial support: sales at bestpractical.com >> >> >>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>Buy a copy at http://rtbook.bestpractical.com >> >> >>We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html >> > >------------------------------------------------------------------------ > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com > > >We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -------------- next part -------------- An HTML attachment was scrubbed... URL: From eric.valor at daimlerchrysler.com Fri Jul 21 17:50:00 2006 From: eric.valor at daimlerchrysler.com (eric.valor at daimlerchrysler.com) Date: Fri, 21 Jul 2006 14:50:00 -0700 Subject: [rt-users] Question about LdapOverlay and Windows Active Directory In-Reply-To: <20060721213421.52FD94D8408@diesel.bestpractical.com> Message-ID: Dario: I forget the contribution you are using, but if you are using the Meyer contribution (my personal favorite.. cheers Jim!), a user must first send an email which will then initiate RT account generation. I think Jim is working on another overlay to autocreate on web login, but I'll let him comment on that. If you're not using the Meyer code, might I suggest doing so since Jim is actively maintaining it and he is good about responding to questions. I've been using it on my production system here (don't tell Corporate!) for the past few months and it's been solid (disclaimer: currently under 100 users with 5 queues). -- Eric N. Valor Information Technology Manager DaimlerChrysler Research & Technology North America, Inc. eric.valor at daimlerchrysler.com 1510 Page Mill Road, Palo Alto, CA 94304 CIMS 931-00-00 650-845-2536 : This Space Intentionally Left Blank : -------------- next part -------------- An HTML attachment was scrubbed... URL: From oliveros at cpqd.com.br Fri Jul 21 18:02:49 2006 From: oliveros at cpqd.com.br (Dario Luis Coneglian Oliveros) Date: Fri, 21 Jul 2006 19:02:49 -0300 Subject: [rt-users] Question about LdapOverlay and Windows Active Directory In-Reply-To: References: Message-ID: <44C14F09.3080602@cpqd.com.br> Hi Eric, First, thanks for the info. FYI I am using Jim Meyer's contribution as well. It's really great. Regarding user auto creation, I thought this could be done thru web :-( Any tips on how to create user account via email ? I would appreciate any info on that. Thanks, D?rio eric.valor at daimlerchrysler.com wrote: > > Dario: > > I forget the contribution you are using, but if you are using the > Meyer contribution (my personal favorite.. cheers Jim!), a user must > first send an email which will then initiate RT account generation. > > I think Jim is working on another overlay to autocreate on web login, > but I'll let him comment on that. If you're not using the Meyer code, > might I suggest doing so since Jim is actively maintaining it and he > is good about responding to questions. I've been using it on my > production system here (don't tell Corporate!) for the past few months > and it's been solid (disclaimer: currently under 100 users with 5 > queues). > > -- > Eric N. Valor > Information Technology Manager > DaimlerChrysler Research & Technology North America, Inc. > eric.valor at daimlerchrysler.com > 1510 Page Mill Road, Palo Alto, CA 94304 > CIMS 931-00-00 > 650-845-2536 > > : This Space Intentionally Left Blank : -------------- next part -------------- An HTML attachment was scrubbed... URL: From eric.valor at daimlerchrysler.com Fri Jul 21 18:19:35 2006 From: eric.valor at daimlerchrysler.com (eric.valor at daimlerchrysler.com) Date: Fri, 21 Jul 2006 15:19:35 -0700 Subject: [rt-users] Question about LdapOverlay and Windows Active Directory In-Reply-To: <44C14F09.3080602@cpqd.com.br> Message-ID: Dario: If you're using Jim's LDAPUserLocalOverlay (http://wiki.bestpractical.com/index.cgi?LdapUserLocalOverlay) then just m ake sure you have the user's email set in the email field of their LDAP record ("E-mail" in the Active Directory user's properties, in the "General" tab). When an email address sends a request to RT it is sought for in the AD records. If found, an account is generated in RT and afterwards that user can then log in via the web interface. We had to go back and enter in our users' email addies to their AD records prior to rolling out RT. -- Eric N. Valor Information Technology Manager DaimlerChrysler Research & Technology North America, Inc. eric.valor at daimlerchrysler.com 1510 Page Mill Road, Palo Alto, CA 94304 CIMS 931-00-00 650-845-2536 : This Space Intentionally Left Blank : Dario Luis Coneglian Oliveros 07/21/2006 03:02 PM To eric.valor at daimlerchrysler.com cc rt-users at lists.bestpractical.com Subject Re: [rt-users] Question about LdapOverlay and Windows Active Directory Hi Eric, First, thanks for the info. FYI I am using Jim Meyer's contribution as well. It's really great. Regarding user auto creation, I thought this could be done thru web :-( Any tips on how to create user account via email ? I would appreciate any info on that. Thanks, D?rio eric.valor at daimlerchrysler.com wrote: Dario: I forget the contribution you are using, but if you are using the Meyer contribution (my personal favorite.. cheers Jim!), a user must first send an email which will then initiate RT account generation. I think Jim is working on another overlay to autocreate on web login, but I'll let him comment on that. If you're not using the Meyer code, might I suggest doing so since Jim is actively maintaining it and he is good about responding to questions. I've been using it on my production system here (don't tell Corporate!) for the past few months and it's been solid (disclaimer: currently under 100 users with 5 queues). -- Eric N. Valor Information Technology Manager DaimlerChrysler Research & Technology North America, Inc. eric.valor at daimlerchrysler.com 1510 Page Mill Road, Palo Alto, CA 94304 CIMS 931-00-00 650-845-2536 : This Space Intentionally Left Blank : -------------- next part -------------- An HTML attachment was scrubbed... URL: From jokermjs19 at comcast.net Fri Jul 21 18:29:56 2006 From: jokermjs19 at comcast.net (Mathew) Date: Fri, 21 Jul 2006 15:29:56 -0700 Subject: [rt-users] New RT Install Giving me Fits In-Reply-To: <19E26C3B-FA5C-4034-AACA-8A94DEB3C755@shellshark.net> References: <19E26C3B-FA5C-4034-AACA-8A94DEB3C755@shellshark.net> Message-ID: <44C15564.4060209@comcast.net> http://lists.bestpractical.com/pipermail/rt-users/2006-July/040551.html Mathew Snyder Bryce Porter wrote: > Hey guys, > > I got RT and all of it's dependent Perl modules installed just fine, > setup in Apache just fine (I think), and everything else the > documentation told me to do. What's going on is, I can login, but as > soon as I navigate to a different part of RT, it asks me to login again, > every time. My browser is set to allow all cookies, so I don't think > it's a cookie issue. If it makes a difference, I'm running Apache and > MySQL on two separate servers, but I've modified the configuration files > to reflect that. Has anyone ran into this issue before, or know how I > can solve it? > > Please advise, and thank you in advance :) > > *Regards,* > *Bryce Porter* > *ShellShark Networks** * > *Owner > **ShellShark Networks* > *151 Shadoway Dr. > **East Peoria, IL 61611* > * > * > *p.** 309.698.5584 x103* > *f. ** 425.606.3294** > **e.** **b**ryce@**shellshark**.net* > *w.** **www.shellshark.net* > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From checkpoint at ozbergs.com Fri Jul 21 18:04:50 2006 From: checkpoint at ozbergs.com (Stevo) Date: Fri, 21 Jul 2006 15:04:50 -0700 Subject: [rt-users] Auto Resolve Ticket After n Days Message-ID: <44C14F82.1090308@ozbergs.com> Team, Does anyone know of a scrip that will change the status of a ticket (in a particular state - eg pending resolve) after n many days? I'd like to have my tickets go to a pending resolve status for 5 days and then automatically change status to resolved. Is that possible? Any know how?! :) Stevo From todd at chaka.net Fri Jul 21 20:26:23 2006 From: todd at chaka.net (Todd Chapman) Date: Fri, 21 Jul 2006 20:26:23 -0400 Subject: [rt-users] Auto Resolve Ticket After n Days In-Reply-To: <44C14F82.1090308@ozbergs.com> References: <44C14F82.1090308@ozbergs.com> Message-ID: <20060722002623.GK27296@chaka.net> On Fri, Jul 21, 2006 at 03:04:50PM -0700, Stevo wrote: > Team, > > Does anyone know of a scrip that will change the status of a ticket (in > a particular state - eg pending resolve) after n many days? I'd like to > have my tickets go to a pending resolve status for 5 days and then > automatically change status to resolved. > > Is that possible? Any know how?! :) > > Stevo > There would be no action to cause the ticket to resolve. You would have to run a script out of cron to find the tickets that need to be resolved. See rt-crontool. -Todd From jokermjs19 at comcast.net Fri Jul 21 22:29:44 2006 From: jokermjs19 at comcast.net (Mathew Snyder) Date: Fri, 21 Jul 2006 22:29:44 -0400 Subject: [rt-users] rt-crontool vs. rt-escalate Message-ID: <44C18D98.30909@comcast.net> I was comparing rt-escalate to rt-crontool and found that rt-crontool doesn't escalate tickets over time but instead all at once when a certain date is reached. I also saw the rt-remind script and would like to use that as well. Has anyone implemented either of these with v3.6 yet? Are they even compatible? Thanks, Mathew Snyder From bryce at shellshark.net Sat Jul 22 01:44:33 2006 From: bryce at shellshark.net (Bryce Porter) Date: Sat, 22 Jul 2006 00:44:33 -0500 Subject: [rt-users] New RT Install Giving me Fits In-Reply-To: <44C15564.4060209@comcast.net> References: <19E26C3B-FA5C-4034-AACA-8A94DEB3C755@shellshark.net> <44C15564.4060209@comcast.net> Message-ID: This is a silly work-around, but definitely not a fix. Should I simply downgrade to fix the issue? I'm not in a position to tell all of my users to do 10 steps just to break out of the loop. Regards, Bryce Porter ShellShark Networks Owner ShellShark Networks 151 Shadoway Dr. East Peoria, IL 61611 p. 309.698.5584 x103 f. 425.606.3294 e. bryce at shellshark.net w. www.shellshark.net On Jul 21, 2006, at 5:29 PM, Mathew wrote: > http://lists.bestpractical.com/pipermail/rt-users/2006-July/ > 040551.html > > Mathew Snyder > > Bryce Porter wrote: >> Hey guys, >> I got RT and all of it's dependent Perl modules installed just >> fine, setup in Apache just fine (I think), and everything else the >> documentation told me to do. What's going on is, I can login, but >> as soon as I navigate to a different part of RT, it asks me to >> login again, every time. My browser is set to allow all cookies, >> so I don't think it's a cookie issue. If it makes a difference, >> I'm running Apache and MySQL on two separate servers, but I've >> modified the configuration files to reflect that. Has anyone ran >> into this issue before, or know how I can solve it? >> Please advise, and thank you in advance :) >> *Regards,* >> *Bryce Porter* >> *ShellShark Networks** * >> *Owner >> **ShellShark Networks* >> *151 Shadoway Dr. >> **East Peoria, IL 61611* >> * >> * >> *p.** 309.698.5584 x103* >> *f. ** 425.606.3294** **e.** **b**ryce@**shellshark**.net* >> >> *w.** **www.shellshark.net* >> --------------------------------------------------------------------- >> --- >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> Discover RT's hidden secrets with RT Essentials from O'Reilly >> Media. Buy a copy at http://rtbook.bestpractical.com >> We're hiring! Come hack Perl for Best Practical: http:// >> bestpractical.com/about/jobs.html > > > From jesse at bestpractical.com Sat Jul 22 02:51:22 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 22 Jul 2006 02:51:22 -0400 Subject: [rt-users] New RT Install Giving me Fits In-Reply-To: References: <19E26C3B-FA5C-4034-AACA-8A94DEB3C755@shellshark.net> <44C15564.4060209@comcast.net> Message-ID: <20060722065122.GM20065@bestpractical.com> On Sat, Jul 22, 2006 at 12:44:33AM -0500, Bryce Porter wrote: > This is a silly work-around, but definitely not a fix. Should I > simply downgrade to fix the issue? I'm not in a position to tell all > of my users to do 10 steps just to break out of the loop. Can you try 3.6.1rc1? > > Regards, > Bryce Porter > ShellShark Networks > Owner > ShellShark Networks > 151 Shadoway Dr. > East Peoria, IL 61611 > > p. 309.698.5584 x103 > f. 425.606.3294 > e. bryce at shellshark.net > w. www.shellshark.net > > > > On Jul 21, 2006, at 5:29 PM, Mathew wrote: > > >http://lists.bestpractical.com/pipermail/rt-users/2006-July/ > >040551.html > > > >Mathew Snyder > > > >Bryce Porter wrote: > >>Hey guys, > >>I got RT and all of it's dependent Perl modules installed just > >>fine, setup in Apache just fine (I think), and everything else the > >>documentation told me to do. What's going on is, I can login, but > >>as soon as I navigate to a different part of RT, it asks me to > >>login again, every time. My browser is set to allow all cookies, > >>so I don't think it's a cookie issue. If it makes a difference, > >>I'm running Apache and MySQL on two separate servers, but I've > >>modified the configuration files to reflect that. Has anyone ran > >>into this issue before, or know how I can solve it? > >>Please advise, and thank you in advance :) > >>*Regards,* > >>*Bryce Porter* > >>*ShellShark Networks** * > >>*Owner > >>**ShellShark Networks* > >>*151 Shadoway Dr. > >>**East Peoria, IL 61611* > >>* > >>* > >>*p.** 309.698.5584 x103* > >>*f. ** 425.606.3294** **e.** **b**ryce@**shellshark**.net* > >> > >>*w.** **www.shellshark.net* > >>--------------------------------------------------------------------- > >>--- > >>_______________________________________________ > >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >>Community help: http://wiki.bestpractical.com > >>Commercial support: sales at bestpractical.com > >>Discover RT's hidden secrets with RT Essentials from O'Reilly > >>Media. Buy a copy at http://rtbook.bestpractical.com > >>We're hiring! Come hack Perl for Best Practical: http:// > >>bestpractical.com/about/jobs.html > > > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > -- From jokermjs19 at comcast.net Sat Jul 22 03:08:04 2006 From: jokermjs19 at comcast.net (Mathew Snyder) Date: Sat, 22 Jul 2006 03:08:04 -0400 Subject: [rt-users] RTx::Shredder cron problem Message-ID: <44C1CED4.80107@comcast.net> I'm trying to get cron to run rtx-shredder at a particular time every night until we have our tickets down to a manageable number. This is what my crontab looks like (root's actually): 0 3 * * * /usr/local/rt-3.6.0/local/sbin/rtx-shredder --plugin 'Tickets=status,deleted;queue,Security;limit,500' 0 0 * * * /usr/local/rt-3.6.0/local/sbin/rtx-shredder --plugin 'Tickets=status,deleted;queue,CustomerCare;limit,500' The commands are not being executed though. Has anyone set up cron jobs for rtx-shredder that actually work? What might I be doing wrong. Thanks, Mathew Snyder From prasaddeshpande at bajajfinance.in Sat Jul 22 08:04:11 2006 From: prasaddeshpande at bajajfinance.in (Prasad Deshpande) Date: Sat, 22 Jul 2006 17:34:11 +0530 Subject: [rt-users] Priviledged user creation Message-ID: <93D7B805E82667439CD104728E47C589010ECD6D@BALAKMB01.bajajauto.co.in> Hi, I am using RT Version 3.2.3 on RH 9. I want to create around 200 privileged users in RT. Is there any way through which I can create these users without manually entering it. Currently I am not using LDAP. If anybody has already done it or knows how it can be done, please let me know the same. Thanks in advance. Regards, Prasad Deshpande DISCLAIMER: This message,including any attachments contains confidential and privileged information for the sole use of the intended recipient(s), and is protected by law. If you are not the intended recipient, please destroy all copies of the original message. Any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful. Bajaj Auto reserves the right to record, monitor, and inspect all email communications through its internal and external networks. Your messages shall be subject to such lawful supervision as Bajaj Auto deems necessary in order to protect its information, interests and reputation. Bajaj Auto prohibits and takes steps to prevent its information systems from being used to view, store or forward offensive or discriminatory material. If this message contains such material, please report it to abuse at bajajauto.co.in. -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Sat Jul 22 14:29:53 2006 From: todd at chaka.net (Todd Chapman) Date: Sat, 22 Jul 2006 14:29:53 -0400 Subject: [rt-users] Priviledged user creation In-Reply-To: <93D7B805E82667439CD104728E47C589010ECD6D@BALAKMB01.bajajauto.co.in> References: <93D7B805E82667439CD104728E47C589010ECD6D@BALAKMB01.bajajauto.co.in> Message-ID: <20060722182953.GL27296@chaka.net> Roughly, like this: #!/usr/bin/perl use strict; use warnings; use lib qw(/opt/rt3/local/lib /opt/rt3/lib); use RT; use RT::User; RT::LoadConfig; RT::Init; while (<>) { my @args = split; my $user = RT::User->new( $RT::SystemUser ); my ($rv, $msg) = $user->Create( Name => $args[0], EmailAddress => $args[1], Privileged => 1 ); print STDERR "Error creating $args[0]: $msg\n" unless $rv; } On Sat, Jul 22, 2006 at 05:34:11PM +0530, Prasad Deshpande wrote: > Hi, > > > > I am using RT Version 3.2.3 on RH 9. I want to create around 200 > privileged users in RT. Is there any way through which I can create > these users without manually entering it. Currently I am not using LDAP. > > > > If anybody has already done it or knows how it can be done, please let > me know the same. > > > > Thanks in advance. > > > > Regards, > > Prasad Deshpande > > > > > > > > > > DISCLAIMER: > This message,including any attachments contains confidential and privileged information for the sole use of the intended recipient(s), and is protected by law. If you are not the intended recipient, please destroy all copies of the original message. Any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful. > Bajaj Auto reserves the right to record, monitor, and inspect all email communications through its internal and external networks. Your messages shall be subject to such lawful supervision as Bajaj Auto deems necessary in order to protect its information, interests and reputation. Bajaj Auto prohibits and takes steps to prevent its information systems from being used to view, store or forward offensive or discriminatory material. If this message contains such material, please report it to abuse at bajajauto.co.in. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From jokermjs19 at comcast.net Sun Jul 23 02:50:40 2006 From: jokermjs19 at comcast.net (Mathew Snyder) Date: Sun, 23 Jul 2006 02:50:40 -0400 Subject: [rt-users] Can't see tickets in 10 New Tickets Message-ID: <44C31C40.4010500@comcast.net> Using v3.6.0 and recently lost the ability to see the tickets in 10 New Tickets under RT at a glance. I'm in a group with superuser rights so I don't see how it could be a rights issue. What else should I be looking at? Thanks, Mathew Snyder From ruslan.zakirov at gmail.com Sun Jul 23 12:42:50 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sun, 23 Jul 2006 20:42:50 +0400 Subject: [rt-users] RTx::Shredder cron problem In-Reply-To: <44C1CED4.80107@comcast.net> References: <44C1CED4.80107@comcast.net> Message-ID: <589c94400607230942p783ca590l56df6ffb3bd6c135@mail.gmail.com> Problem you're seeing is documented, you should use --force argument to suppress questions cron couldn't answer for you. On 7/22/06, Mathew Snyder wrote: > I'm trying to get cron to run rtx-shredder at a particular time every > night until we have our tickets down to a manageable number. This is > what my crontab looks like (root's actually): > > 0 3 * * * /usr/local/rt-3.6.0/local/sbin/rtx-shredder --plugin > 'Tickets=status,deleted;queue,Security;limit,500' > 0 0 * * * /usr/local/rt-3.6.0/local/sbin/rtx-shredder --plugin > 'Tickets=status,deleted;queue,CustomerCare;limit,500' > > The commands are not being executed though. Has anyone set up cron jobs > for rtx-shredder that actually work? What might I be doing wrong. > > Thanks, > Mathew Snyder > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Sun Jul 23 12:47:58 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sun, 23 Jul 2006 20:47:58 +0400 Subject: [rt-users] Re: RTx::Shredder Users plugin question In-Reply-To: <44C05282.3010809@comcast.net> References: <44C05282.3010809@comcast.net> Message-ID: <589c94400607230947g1626c934j48357b0af8cf3c52@mail.gmail.com> Yes, this functionality exists in one of repositories. On 7/21/06, Mathew Snyder wrote: > Is there an efficient way to eliminate users whose tickets have been > deleted. For instance, we are currently purging our database of all > deleted spam tickets and only deleted spam tickets. This task is > straight forward using the rtx-shredder CL utility. > > However, we are left with all the users automatically generated with > each spam ticket. Over 14,000 in fact. This leaves us with the tedious > job of going through all 14,000 in order to verify that legitimate > users, both current and from the past, are untouched. > > If not currently possible, would it be possible to include in future > releases of Shredder, the ability to remove any user who's tickets were > deleted based on that fact? > > Thanks, > Mathew Snyder > -- Best regards, Ruslan. From ocraig at stillsecure.com Sun Jul 23 15:52:37 2006 From: ocraig at stillsecure.com (Ole Craig) Date: Sun, 23 Jul 2006 13:52:37 -0600 Subject: [rt-users] rt-crontool vs. rt-escalate References: <44C18D98.30909@comcast.net> Message-ID: <5C9E8CCEEB81ED498AC0C3B0054704F32AA7D1@webmail.latis.com> I installed rt-remind on top of 3.6.0 last week, and it seems to be working as intended. (Disclaimer: at the moment I'm only using it for the "-a" functionality, since we don't currently do time-based priority escalation. I'm planning to extend it so as to be able to generate nagging emails to folks who have tickets lacking some custom field info, but all my tuits are square and I need to file the corners off'em to get round tuits... :-) -----Original Message----- From: rt-users-bounces at lists.bestpractical.com on behalf of Mathew Snyder Sent: Fri 7/21/2006 8:29 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] rt-crontool vs. rt-escalate I was comparing rt-escalate to rt-crontool and found that rt-crontool doesn't escalate tickets over time but instead all at once when a certain date is reached. I also saw the rt-remind script and would like to use that as well. Has anyone implemented either of these with v3.6 yet? Are they even compatible? Thanks, Mathew Snyder _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html -------------- next part -------------- An HTML attachment was scrubbed... URL: From jokermjs19 at comcast.net Sun Jul 23 20:24:31 2006 From: jokermjs19 at comcast.net (theillien) Date: Sun, 23 Jul 2006 20:24:31 -0400 Subject: [rt-users] Re: RTx::Shredder Users plugin question In-Reply-To: <589c94400607230947g1626c934j48357b0af8cf3c52@mail.gmail.com> References: <44C05282.3010809@comcast.net> <589c94400607230947g1626c934j48357b0af8cf3c52@mail.gmail.com> Message-ID: <44C4133F.7080007@comcast.net> Forgive my lack of knowledge, but where are these repositories. I've tried to find them on CPAN and via Google but have had no luck. Mathew Snyder Ruslan Zakirov wrote: > Yes, this functionality exists in one of repositories. > > On 7/21/06, Mathew Snyder wrote: >> Is there an efficient way to eliminate users whose tickets have been >> deleted. For instance, we are currently purging our database of all >> deleted spam tickets and only deleted spam tickets. This task is >> straight forward using the rtx-shredder CL utility. >> >> However, we are left with all the users automatically generated with >> each spam ticket. Over 14,000 in fact. This leaves us with the tedious >> job of going through all 14,000 in order to verify that legitimate >> users, both current and from the past, are untouched. >> >> If not currently possible, would it be possible to include in future >> releases of Shredder, the ability to remove any user who's tickets were >> deleted based on that fact? >> >> Thanks, >> Mathew Snyder >> > > From jokermjs19 at comcast.net Sun Jul 23 20:43:09 2006 From: jokermjs19 at comcast.net (theillien) Date: Sun, 23 Jul 2006 20:43:09 -0400 Subject: [rt-users] Can't see tickets in 10 New Tickets In-Reply-To: <44C31C40.4010500@comcast.net> References: <44C31C40.4010500@comcast.net> Message-ID: <44C4179D.9070903@comcast.net> On top of the question I've already asked I'm wondering why instead of saying "10 Newest Tickets" it says "10 New Tickets". I do believe this is wrong. Mathew Snyder Mathew Snyder wrote: > Using v3.6.0 and recently lost the ability to see the tickets in 10 New > Tickets under RT at a glance. I'm in a group with superuser rights so I > don't see how it could be a rights issue. What else should I be looking at? > > Thanks, > Mathew Snyder > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > From scoutts at bcs.org.uk Mon Jul 24 07:18:07 2006 From: scoutts at bcs.org.uk (Steven Coutts) Date: Mon, 24 Jul 2006 12:18:07 +0100 Subject: [rt-users] 3.6 continual re-login issue [A Fix!] In-Reply-To: <33456A64-BE7A-452E-B83E-21EF8105ECA1@bestpractical.com> References: <200607121617.k6CGHtSV023147@harper.uchicago.edu> <33456A64-BE7A-452E-B83E-21EF8105ECA1@bestpractical.com> Message-ID: <44C4AC6F.3020403@bcs.org.uk> Jesse Vincent wrote: > > I _believe_ that only this statement should be necessary if the issue > is what I now believe it to be. > >> ALTER TABLE sessions CHANGE a_session a_session LONGBLOB; > This fixes the issue for me. From neil.baldwin at kingspan.com Mon Jul 24 07:53:38 2006 From: neil.baldwin at kingspan.com (Neil Baldwin) Date: Mon, 24 Jul 2006 12:53:38 +0100 Subject: [rt-users] Localhost in url Message-ID: <4229F50857070249BD848EAC93C53E8701236F8A@kpcexch.kpc.kingspan.net> I think this is a very simple problem with a simple answer, so please bear with me. I have installed RT3.6 using yum with Fedora Core 4 RC 5, i.e. the package bundled with Fedora. It appears to be running OK except. I can raise calls but when go to amend them after selecting "resolve" from the menu on page http://192.168.123.140/rt3/Ticket/Display.html?id=8 Then the "Update Ticket" button from page http://192.168.123.140/rt3/Ticket/Update.html?Action=Comment&DefaultStat us=resolved&id=8 I get returned to page http://localhost/rt3/Ticket/Display.html?id=8 which does not work because it points to localhost. The ticket gets updates OK and replacing the server IP in the url shows the updated ticket. I suspect that I need to update a conf file somewhere in /etc/httpd/conf or /etc/httpd/conf.d any suggestions would be appreciated. It is on VMWare server but I don't think that should is the issue? Kind Regards Neil Baldwin IT Manager - Kingspan Pollution Control Tel: +44 1296 633000 Fax: +44 1296 633001 DDI: +44 1296 633256 Mob: +44 7713 189707 From alexchorny at gmail.com Mon Jul 24 08:08:55 2006 From: alexchorny at gmail.com (Alexandr Ciornii) Date: Mon, 24 Jul 2006 15:08:55 +0300 Subject: [rt-users] Localhost in url In-Reply-To: <4229F50857070249BD848EAC93C53E8701236F8A@kpcexch.kpc.kingspan.net> References: <4229F50857070249BD848EAC93C53E8701236F8A@kpcexch.kpc.kingspan.net> Message-ID: <2f1541220607240508u2735c3a4kb1244cfb26c86dfd@mail.gmail.com> Hello! 2006/7/24, Neil Baldwin : > Then the "Update Ticket" button from page > > http://192.168.123.140/rt3/Ticket/Update.html?Action=Comment&DefaultStat > us=resolved&id=8 > > I get returned to page http://localhost/rt3/Ticket/Display.html?id=8 > which does not work because it points to localhost. Please, look at RT_SiteConfig.pm. It should be in the 'etc' subdirectory of rt3 installation. Do you have line Set( $WebBaseURL , "http://localhost"); ? In this case, you should change it to Set( $WebBaseURL , "http://192.168.123.140"); Restart Apache afterwards. -- Alexandr Ciornii, http://chorny.net From neil.baldwin at kingspan.com Mon Jul 24 08:50:32 2006 From: neil.baldwin at kingspan.com (Neil Baldwin) Date: Mon, 24 Jul 2006 13:50:32 +0100 Subject: [rt-users] Localhost in url Message-ID: <4229F50857070249BD848EAC93C53E8701236FA2@kpcexch.kpc.kingspan.net> I thought it might be that simple thanks for the tip. My config as installed by Redhat Fedora only had one entry rtname$ so I added $WebBaseURL Kind Regards Neil -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Alexandr Ciornii Sent: Monday, July 24, 2006 1:09 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Localhost in url Hello! 2006/7/24, Neil Baldwin : > Then the "Update Ticket" button from page > > http://192.168.123.140/rt3/Ticket/Update.html?Action=Comment&DefaultSt > at > us=resolved&id=8 > > I get returned to page http://localhost/rt3/Ticket/Display.html?id=8 > which does not work because it points to localhost. Please, look at RT_SiteConfig.pm. It should be in the 'etc' subdirectory of rt3 installation. Do you have line Set( $WebBaseURL , "http://localhost"); ? In this case, you should change it to Set( $WebBaseURL , "http://192.168.123.140"); Restart Apache afterwards. -- Alexandr Ciornii, http://chorny.net _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From HelmuthRamirez at compupay.com Mon Jul 24 09:13:34 2006 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Mon, 24 Jul 2006 09:13:34 -0400 Subject: [rt-users] Localhost in url Message-ID: <7314881427FC8A4081673E8CEEA7924902260303@EXMIAMI01.compupay.com> I had something similar happening to me. Turned out I forgot to set the WebBaseURL setting in RT_SiteConfig.pm . Hope that helps -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Neil Baldwin Sent: Monday, July 24, 2006 7:54 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Localhost in url I think this is a very simple problem with a simple answer, so please bear with me. I have installed RT3.6 using yum with Fedora Core 4 RC 5, i.e. the package bundled with Fedora. It appears to be running OK except. I can raise calls but when go to amend them after selecting "resolve" from the menu on page http://192.168.123.140/rt3/Ticket/Display.html?id=8 Then the "Update Ticket" button from page http://192.168.123.140/rt3/Ticket/Update.html?Action=Comment&DefaultStat us=resolved&id=8 I get returned to page http://localhost/rt3/Ticket/Display.html?id=8 which does not work because it points to localhost. The ticket gets updates OK and replacing the server IP in the url shows the updated ticket. I suspect that I need to update a conf file somewhere in /etc/httpd/conf or /etc/httpd/conf.d any suggestions would be appreciated. It is on VMWare server but I don't think that should is the issue? Kind Regards Neil Baldwin IT Manager - Kingspan Pollution Control Tel: +44 1296 633000 Fax: +44 1296 633001 DDI: +44 1296 633256 Mob: +44 7713 189707 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From kerrboy at gmail.com Mon Jul 24 09:40:36 2006 From: kerrboy at gmail.com (Brian Kerr) Date: Mon, 24 Jul 2006 09:40:36 -0400 Subject: [rt-users] large query results in User Lock on Apache-Session Message-ID: Hi, We are currently running RT 3.4.5 on mysql 4.1.18-log with fcgi+apache2, which was previously migrated from 3.0.7. Here are relevant fcgi config directives in our configuration: FastCgiIpcDir /u2/apache/logs/fastcgi FastCgiServer /u2/rt3/bin/mason_handler.fcgi -appConnTimeout 305 -init-start-delay 20 -idle-timeout 120 -processes 8 Generally speaking, the system runs very smoothly. I have discovered through our slow-query logging and testing that if a "large" query is run, example: query for every ticket in queue: test which returns 36,000 results with Rows per page: Unlimited(the default), the database query finishes and the results are shown in the browser(takes a long time due to the amount of tickets). If I try to do anything before the page is fully finished loading, however, such as click "home" or anything else, the session hangs and these selects start piling up, requiring an apache restart to fix: | 1 | rt_user | localhost | rt3 | Query | 38 | User lock | SELECT GET_LOCK('Apache-Session-9f37563f3608b5bca122c81829a57f9b', 3600) | These build up only for the session that ran the original "large" query, other activity continues to function normally. | 1 | rt_user | localhost | rt3 | Query | 90 | User lock | SELECT GET_LOCK('Apache-Session-9f37563f3608b5bca122c81829a57f9b', 3600) | | 4 | rt_user | localhost | rt3 | Query | 18 | User lock | SELECT GET_LOCK('Apache-Session-9f37563f3608b5bca122c81829a57f9b', 3600) | | 8 | rt_user | localhost | rt3 | Query | 35 | User lock | SELECT GET_LOCK('Apache-Session-9f37563f3608b5bca122c81829a57f9b', 3600) | | 7093 | rt_user | localhost | rt3 | Query | 29 | User lock | SELECT GET_LOCK('Apache-Session-9f37563f3608b5bca122c81829a57f9b', 3600) | After the GET_LOCK has been running for 120 seconds an ISE is displayed(due to the 120second fcgi idle-timeout directive), but further attempts to access the system still result in select get_lock's piling up. Is there any way to fix this behavior, or prevent it? Thanks in advance, Brian From HelmuthRamirez at compupay.com Mon Jul 24 09:49:41 2006 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Mon, 24 Jul 2006 09:49:41 -0400 Subject: [rt-users] RE: Easily assigning "requestor" a username rather than an email Message-ID: <7314881427FC8A4081673E8CEEA7924902260305@EXMIAMI01.compupay.com> Bringing this one up from the past, it worked great! Thank you! From kerrboy at gmail.com Mon Jul 24 10:00:04 2006 From: kerrboy at gmail.com (Brian Kerr) Date: Mon, 24 Jul 2006 10:00:04 -0400 Subject: [rt-users] long running query that never finishes (six days at 100% CPU) Message-ID: Hi, We are seeing some strange behavior on certain queries. For whatever reason they never finish. I have attached an example query and the explain query. We are running RT 3.4.5 + mysql 4.1.18-log which was migrated from RT3.0.7 Thanks, Brian This might be easier to read / formatted properly at http://rafb.net/paste/results/MtBiv132.html | 3 | rt_user | localhost | rt3 | Query | 533666 | Copying to tmp table |SELECT DISTINCT main.* FROM ((((Tickets main LEFT JOIN CustomFields CustomFields_1 ON ( CustomFields_1.Name = 'Actionable')) LEFT JOIN CustomFields CustomFields_3 ON ( CustomFields_3.Name = 'IR')) LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_2 ON ( ObjectCustomFieldValues_2.CustomField = CustomFields_1.id) AND ( (ObjectCustomFieldValues_2.Disabled = '0')) AND ( (ObjectCustomFieldValues_2.ObjectId = main.id)) AND ( (ObjectCustomFieldValues_2.ObjectType = 'RT::Ticket'))) LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_4 ON ((ObjectCustomFieldValues_4.ObjectId = main.id)) AND ( (ObjectCustomFieldValues_4.Disabled = '0')) AND ( (ObjectCustomFieldValues_4.ObjectType = 'RT::Ticket')) AND ( ObjectCustomFieldValues_4.CustomField = CustomFields_3.id)) , Transactions Transactions_5, Attachments Attachments_6 WHERE ((Transactions_5.ObjectType = 'RT::Ticket')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ((main.Priority = '75')OR(main.Created > '2006-01-01 05:00')OR(main.Queue = '12')OR(ObjectCustomFieldValues_2.Content LIKE '%Yes%')OR(ObjectCustomFieldValues_4.Content LIKE '%Yes%')OR ( (Attachments_6.Content LIKE '%Incident Report%')AND(Attachments_6.TransactionId = Transactions_5.id)AND(main.id = Transactions_5.ObjectId) ) ) ORDER BY main.id ASC | +----+-------------+---------------------------+------+----------------------------------------------------------------------------+--------------------------+---------+-----------------------------------+--------+----------------------------------------------+ | id | select_type | table | type | possible_keys | key | key_len | ref | rows | Extra | +----+-------------+---------------------------+------+----------------------------------------------------------------------------+--------------------------+---------+-----------------------------------+--------+----------------------------------------------+ | 1 | SIMPLE | main | ALL | PRIMARY,Tickets1,Tickets4,Tickets5 | NULL | NULL | NULL | 65814 | Using where; Using temporary; Using filesort | | 1 | SIMPLE | CustomFields_1 | ALL | NULL | NULL | NULL | NULL | 78 | Distinct | | 1 | SIMPLE | CustomFields_3 | ALL | NULL | NULL | NULL | NULL | 78 | Distinct | | 1 | SIMPLE | ObjectCustomFieldValues_2 | ref | TicketCustomFieldValues1,TicketCustomFieldValues2,ObjectCustomFieldValues2 | TicketCustomFieldValues1 | 8 | rt3.CustomFields_1.id,rt3.main.id | 1 | Distinct | | 1 | SIMPLE | ObjectCustomFieldValues_4 | ref | TicketCustomFieldValues1,TicketCustomFieldValues2,ObjectCustomFieldValues2 | TicketCustomFieldValues1 | 8 | rt3.CustomFields_3.id,rt3.main.id | 1 | Distinct | | 1 | SIMPLE | Transactions_5 | ref | PRIMARY,Transactions1 | Transactions1 | 64 | const | 287026 | Using where; Using index; Distinct | | 1 | SIMPLE | Attachments_6 | ALL | Attachments2 | NULL | NULL | NULL | 258765 | Using where; Distinct | +----+-------------+---------------------------+------+----------------------------------------------------------------------------+--------------------------+---------+-----------------------------------+--------+----------------------------------------------+ 7 rows in set (0.00 sec) From oliveros at cpqd.com.br Mon Jul 24 11:45:49 2006 From: oliveros at cpqd.com.br (Dario Luis Coneglian Oliveros) Date: Mon, 24 Jul 2006 12:45:49 -0300 Subject: [rt-users] Question about LdapOverlay and Windows Active Directory In-Reply-To: References: Message-ID: <44C4EB2D.9070008@cpqd.com.br> Thanks for the info ! Last Friday I made some changes to Jim Meyer's contribution to enable auto account creation through web once a new user logs in. I've tested in my local enviroment and it worked. I will post it in this mailing list for validation. What do you think ? Regards, D?rio eric.valor at daimlerchrysler.com wrote: > > Dario: > > If you're using Jim's LDAPUserLocalOverlay > (http://wiki.bestpractical.com/index.cgi?LdapUserLocalOverlay) then > just make sure you have the user's email set in the email field of > their LDAP record ("E-mail" in the Active Directory user's properties, > in the "General" tab). When an email address sends a request to RT it > is sought for in the AD records. If found, an account is generated in > RT and afterwards that user can then log in via the web interface. > > We had to go back and enter in our users' email addies to their AD > records prior to rolling out RT. > > -- > Eric N. Valor > Information Technology Manager > DaimlerChrysler Research & Technology North America, Inc. > eric.valor at daimlerchrysler.com > 1510 Page Mill Road, Palo Alto, CA 94304 > CIMS 931-00-00 > 650-845-2536 > > : This Space Intentionally Left Blank : > > > > *Dario Luis Coneglian Oliveros * > > 07/21/2006 03:02 PM > > > To > eric.valor at daimlerchrysler.com > cc > rt-users at lists.bestpractical.com > Subject > Re: [rt-users] Question about LdapOverlay and Windows Active Directory > > > > > > > > > > Hi Eric, > First, thanks for the info. > FYI I am using Jim Meyer's contribution as well. It's really great. > Regarding user auto creation, I thought this could be done thru web :-( > Any tips on how to create user account via email ? I would appreciate > any info on that. > Thanks, > D?rio > _ > __eric.valor at daimlerchrysler.com_ > wrote: > > Dario: > > I forget the contribution you are using, but if you are using the > Meyer contribution (my personal favorite.. cheers Jim!), a user must > first send an email which will then initiate RT account generation. > > I think Jim is working on another overlay to autocreate on web login, > but I'll let him comment on that. If you're not using the Meyer code, > might I suggest doing so since Jim is actively maintaining it and he > is good about responding to questions. I've been using it on my > production system here (don't tell Corporate!) for the past few months > and it's been solid (disclaimer: currently under 100 users with 5 > queues). > > -- > Eric N. Valor > Information Technology Manager > DaimlerChrysler Research & Technology North America, Inc._ > __eric.valor at daimlerchrysler.com_ > 1510 Page Mill Road, Palo Alto, CA 94304 > CIMS 931-00-00 > 650-845-2536 > > : This Space Intentionally Left Blank : > -------------- next part -------------- An HTML attachment was scrubbed... URL: From dmbeethe at fedex.com Mon Jul 24 12:04:42 2006 From: dmbeethe at fedex.com (Don Beethe) Date: Mon, 24 Jul 2006 11:04:42 -0500 Subject: [rt-users] 3.6 continual re-login issue [A Fix!] In-Reply-To: <20060724125052.44EB14D813A@diesel.bestpractical.com> Message-ID: Had my DBA change the field to an CLOB, since I'm using Oracle and I'm still experiencing the problem... Seems when I first login, if I click Edit on the "RT at a glance" line, and then return to the home page, everything is fine... No request to login again... From sturner at MIT.EDU Mon Jul 24 12:14:09 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 24 Jul 2006 12:14:09 -0400 Subject: [rt-users] 3.6 continual re-login issue [A Fix!] In-Reply-To: References: <20060724125052.44EB14D813A@diesel.bestpractical.com> Message-ID: <6.2.3.4.2.20060724121206.03ab5598@po14.mit.edu> At Monday 7/24/2006 12:04 PM, Don Beethe wrote: >Had my DBA change the field to an CLOB, since I'm using Oracle and I'm >still experiencing the problem... >Seems when I first login, if I click Edit on the "RT at a glance" line, >and then return to the home page, everything is fine... No request to >login again... For the record, we are using file-based session control, so the data type of the field in the sessions table won't have any effect for us (I think). Steve From ESchultz at corp.untd.com Mon Jul 24 12:45:54 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Mon, 24 Jul 2006 09:45:54 -0700 Subject: [rt-users] long running query that never finishes (six days at 100%CPU) Message-ID: <5613F89D78D2F545A40423EBA5535C3010C2486C@LAXEVS01.lax.corp.int.untd.com> It would help even more to show the original "RT query" that generated this SQL. Eric Schultz United Online > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Brian Kerr > Sent: Monday, July 24, 2006 7:00 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] long running query that never finishes > (six days at 100%CPU) > > Hi, > > We are seeing some strange behavior on certain queries. For whatever > reason they never finish. I have attached an example query and the > explain query. > > We are running RT 3.4.5 + mysql 4.1.18-log which was migrated > from RT3.0.7 > > Thanks, > Brian > > This might be easier to read / formatted properly at > http://rafb.net/paste/results/MtBiv132.html > > | 3 | rt_user | localhost | rt3 | Query | 533666 | Copying to > tmp table |SELECT DISTINCT main.* FROM ((((Tickets main LEFT JOIN > CustomFields CustomFields_1 ON ( CustomFields_1.Name = 'Actionable')) > LEFT JOIN CustomFields CustomFields_3 ON ( CustomFields_3.Name = > 'IR')) LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_2 > ON ( ObjectCustomFieldValues_2.CustomField = CustomFields_1.id) AND ( > (ObjectCustomFieldValues_2.Disabled = '0')) AND ( > (ObjectCustomFieldValues_2.ObjectId = main.id)) AND ( > (ObjectCustomFieldValues_2.ObjectType = 'RT::Ticket'))) LEFT JOIN > ObjectCustomFieldValues ObjectCustomFieldValues_4 ON > ((ObjectCustomFieldValues_4.ObjectId = main.id)) AND ( > (ObjectCustomFieldValues_4.Disabled = '0')) AND ( > (ObjectCustomFieldValues_4.ObjectType = 'RT::Ticket')) AND ( > ObjectCustomFieldValues_4.CustomField = CustomFields_3.id)) , > Transactions Transactions_5, Attachments Attachments_6 WHERE > ((Transactions_5.ObjectType = 'RT::Ticket')) AND ((main.EffectiveId = > main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = > 'ticket')) AND ((main.Priority = '75')OR(main.Created > '2006-01-01 > 05:00')OR(main.Queue = '12')OR(ObjectCustomFieldValues_2.Content LIKE > '%Yes%')OR(ObjectCustomFieldValues_4.Content LIKE '%Yes%')OR ( > (Attachments_6.Content LIKE '%Incident > Report%')AND(Attachments_6.TransactionId = > Transactions_5.id)AND(main.id = Transactions_5.ObjectId) ) ) ORDER BY > main.id ASC | > > > +----+-------------+---------------------------+------+------- > -------------------------------------------------------------- > -------+--------------------------+---------+----------------- > ------------------+--------+---------------------------------- > ------------+ > | id | select_type | table | type | possible_keys > | key > | key_len | ref | rows > | Extra | > +----+-------------+---------------------------+------+------- > -------------------------------------------------------------- > -------+--------------------------+---------+----------------- > ------------------+--------+---------------------------------- > ------------+ > | 1 | SIMPLE | main | ALL | > PRIMARY,Tickets1,Tickets4,Tickets5 > | NULL | NULL | NULL > | 65814 | Using where; Using temporary; Using filesort | > | 1 | SIMPLE | CustomFields_1 | ALL | NULL > | NULL > | NULL | NULL | 78 > | Distinct | > | 1 | SIMPLE | CustomFields_3 | ALL | NULL > | NULL > | NULL | NULL | 78 > | Distinct | > | 1 | SIMPLE | ObjectCustomFieldValues_2 | ref | > TicketCustomFieldValues1,TicketCustomFieldValues2,ObjectCustom > FieldValues2 > | TicketCustomFieldValues1 | 8 | > rt3.CustomFields_1.id,rt3.main.id | 1 | Distinct > | > | 1 | SIMPLE | ObjectCustomFieldValues_4 | ref | > TicketCustomFieldValues1,TicketCustomFieldValues2,ObjectCustom > FieldValues2 > | TicketCustomFieldValues1 | 8 | > rt3.CustomFields_3.id,rt3.main.id | 1 | Distinct > | > | 1 | SIMPLE | Transactions_5 | ref | > PRIMARY,Transactions1 > | Transactions1 | 64 | const > | 287026 | Using where; Using index; Distinct | > | 1 | SIMPLE | Attachments_6 | ALL | Attachments2 > | NULL > | NULL | NULL | 258765 > | Using where; Distinct | > +----+-------------+---------------------------+------+------- > -------------------------------------------------------------- > -------+--------------------------+---------+----------------- > ------------------+--------+---------------------------------- > ------------+ > 7 rows in set (0.00 sec) > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > From mike.quail.lake at gmail.com Mon Jul 24 12:53:06 2006 From: mike.quail.lake at gmail.com (Mike Hamilton) Date: Mon, 24 Jul 2006 09:53:06 -0700 Subject: [rt-users] Set ticket properties by email help Message-ID: <734dc2c60607240953i353e2bdcq9f03e3bd2ea417cf@mail.gmail.com> Hello, I have been using: http://wiki.bestpractical.com/index.cgi?SetTicketPropertiesViaMail from the wiki to let my RT users set ownership and status from email. I'm using the first technique on the above referenced wiki article. This technique has been working fine for at least a couple of months. Our users use this feature either from Outlook or from their Blackberry. We use MS Exchange. Our mail admin recently re-did the Exchange server. The Scrip still works fine from Outlook, but it does not work from the Blackberry devices. As I dug deeper, I found that messages from the Blackberry devices are being converted to HTML. RT ends up with two messages for each email sent from the Blackberry: one listed as text/plain, and the other listed as text/html. Despite the fact that there are two forms of the same message, neither works. Like I said earlier, this still works from Outlook, just not from the Blackberry devices. Below is a copy of what appears in the content. Outlook is replying to the message with plain text. When a message goes through the Blackberry, it gets converted to HTML - apparently by Exchange. I attached a screenshot of what the transaction looks like. Below is the content of each. (text/plain) Set-owner:MikeHamilton Stuff goes here (text/html) (source) Re: [SJVC Support #14704] AutoReply: Test Ticket - Scrips

Set-owner:MikeHamilton
Stuff goes here

-------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: rt_issue.png Type: image/png Size: 21618 bytes Desc: not available URL: From kerrboy at gmail.com Mon Jul 24 13:59:24 2006 From: kerrboy at gmail.com (Brian Kerr) Date: Mon, 24 Jul 2006 13:59:24 -0400 Subject: [rt-users] long running query that never finishes (six days at 100%CPU) In-Reply-To: <5613F89D78D2F545A40423EBA5535C3010C2486C@LAXEVS01.lax.corp.int.untd.com> References: <5613F89D78D2F545A40423EBA5535C3010C2486C@LAXEVS01.lax.corp.int.untd.com> Message-ID: On 7/24/06, Schultz, Eric wrote: > It would help even more to show the original "RT query" that generated > this SQL. Here you go. Thanks, Brian [13/Jul/2006:10:09:30 -0400] x.x.x.x SSLv3 RC4-MD5 "GET /Search/Results.html?Order=ASC&Query=%20Priority%20%3D%2075%20AND%20Created%20%3E%20'1%2F1%2F2006'%20AND%20Queue%20%3D%20'alerts'%20AND%20'CF.%7BActionable%7D'%20LIKE%20'Yes'%20AND%20'CF.%7BIR%7D'%20LIKE%20'Yes'%20AND%20Content%20NOT%20LIKE%20'Incident%20Report'&Rows=&OrderBy=id&Format='%20%20%20%3Cb%3E%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23'%2C%0A'%3Cb%3E%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject'%2C%0A'__Status__'%2C%0A'__QueueName__'%2C%0A'__OwnerName__'%2C%0A'__Priority__'%2C%0A'__NEWLINE__'%2C%0A''%2C%0A'%3Csmall%3E__Requestors__%3C%2Fsmall%3E'%2C%0A'%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E'%2C%0A'%3Csmall%3E__ToldRelative__%3C%2Fsmall%3E'%2C%0A'%3Csmall%3E__LastUpdatedRelative__%3C%2Fsmall%3E'%2C%0A'%3Csmall%3E__TimeLeft__%3C%2Fsmall%3E' HTTP/1.1" 52331 From kerrboy at gmail.com Mon Jul 24 13:59:24 2006 From: kerrboy at gmail.com (Brian Kerr) Date: Mon, 24 Jul 2006 13:59:24 -0400 Subject: [rt-users] long running query that never finishes (six days at 100%CPU) In-Reply-To: <5613F89D78D2F545A40423EBA5535C3010C2486C@LAXEVS01.lax.corp.int.untd.com> References: <5613F89D78D2F545A40423EBA5535C3010C2486C@LAXEVS01.lax.corp.int.untd.com> Message-ID: On 7/24/06, Schultz, Eric wrote: > It would help even more to show the original "RT query" that generated > this SQL. Here you go. Thanks, Brian [13/Jul/2006:10:09:30 -0400] x.x.x.x SSLv3 RC4-MD5 "GET /Search/Results.html?Order=ASC&Query=%20Priority%20%3D%2075%20AND%20Created%20%3E%20'1%2F1%2F2006'%20AND%20Queue%20%3D%20'alerts'%20AND%20'CF.%7BActionable%7D'%20LIKE%20'Yes'%20AND%20'CF.%7BIR%7D'%20LIKE%20'Yes'%20AND%20Content%20NOT%20LIKE%20'Incident%20Report'&Rows=&OrderBy=id&Format='%20%20%20%3Cb%3E%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23'%2C%0A'%3Cb%3E%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject'%2C%0A'__Status__'%2C%0A'__QueueName__'%2C%0A'__OwnerName__'%2C%0A'__Priority__'%2C%0A'__NEWLINE__'%2C%0A''%2C%0A'%3Csmall%3E__Requestors__%3C%2Fsmall%3E'%2C%0A'%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E'%2C%0A'%3Csmall%3E__ToldRelative__%3C%2Fsmall%3E'%2C%0A'%3Csmall%3E__LastUpdatedRelative__%3C%2Fsmall%3E'%2C%0A'%3Csmall%3E__TimeLeft__%3C%2Fsmall%3E' HTTP/1.1" 52331 From bryce at shellshark.net Mon Jul 24 15:37:13 2006 From: bryce at shellshark.net (Bryce Porter) Date: Mon, 24 Jul 2006 14:37:13 -0500 Subject: [rt-users] 3.6 continual re-login issue [A Fix!] In-Reply-To: <44C4AC6F.3020403@bcs.org.uk> References: <200607121617.k6CGHtSV023147@harper.uchicago.edu> <33456A64-BE7A-452E-B83E-21EF8105ECA1@bestpractical.com> <44C4AC6F.3020403@bcs.org.uk> Message-ID: Steven, I just tried this fix, and it also worked flawlessly for me! I'm running 3.6.0. Thanks a bunch, as I was about out of hair to pull out :) Regards, Bryce Porter ShellShark Networks Owner ShellShark Networks 151 Shadoway Dr. East Peoria, IL 61611 p. 309.698.5584 x103 f. 425.606.3294 e. bryce at shellshark.net w. www.shellshark.net On Jul 24, 2006, at 6:18 AM, Steven Coutts wrote: > Jesse Vincent wrote: >> >> I _believe_ that only this statement should be necessary if the >> issue is what I now believe it to be. >> >>> ALTER TABLE sessions CHANGE a_session a_session LONGBLOB; >> > This fixes the issue for me. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > Media. Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http:// > bestpractical.com/about/jobs.html > > From jesse at bestpractical.com Mon Jul 24 17:24:44 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 24 Jul 2006 14:24:44 -0700 Subject: [rt-users] 3.6 continual re-login issue [A Fix!] In-Reply-To: <6.2.3.4.2.20060724121206.03ab5598@po14.mit.edu> References: <20060724125052.44EB14D813A@diesel.bestpractical.com> <6.2.3.4.2.20060724121206.03ab5598@po14.mit.edu> Message-ID: <4C3E2CF8-9006-4531-91C5-604F3788C05E@bestpractical.com> Steve, Don, Can the two of you give 3.6.1rc1 a shot and see if it solves the problem for you? Thanks, Jesse On Jul 24, 2006, at 9:14 AM, Stephen Turner wrote: > At Monday 7/24/2006 12:04 PM, Don Beethe wrote: >> Had my DBA change the field to an CLOB, since I'm using Oracle and >> I'm >> still experiencing the problem... >> Seems when I first login, if I click Edit on the "RT at a glance" >> line, >> and then return to the home page, everything is fine... No request to >> login again... > > For the record, we are using file-based session control, so the > data type of the field in the sessions table won't have any effect > for us (I think). > > Steve > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > Media. Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http:// > bestpractical.com/about/jobs.html > -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From checkpoint at ozbergs.com Mon Jul 24 17:50:46 2006 From: checkpoint at ozbergs.com (Steve Berg) Date: Mon, 24 Jul 2006 14:50:46 -0700 Subject: [rt-users] Problem with New Status Message-ID: <44C540B6.9070708@ozbergs.com> Team, I created a new status (called pend-close) in RT by adding it to RT_SiteConfig.pm: @ActiveStatus = qw(new open stalled) unless @ActiveStatus; @InactiveStatus = qw(resolved rejected pend-resolve deleted) unless @InactiveStatus; When I try to put a ticket in the pend-resolve state RT gives me the following error: Ticket 2180: Illegal value for Status Is there something I'm missing? -Steve From ESchultz at corp.untd.com Mon Jul 24 18:02:21 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Mon, 24 Jul 2006 15:02:21 -0700 Subject: [rt-users] Problem with New Status Message-ID: <5613F89D78D2F545A40423EBA5535C3010D3F81C@LAXEVS01.lax.corp.int.untd.com> > I created a new status (called pend-close) in RT by adding it to > RT_SiteConfig.pm: > > @ActiveStatus = qw(new open stalled) unless @ActiveStatus; > @InactiveStatus = qw(resolved rejected pend-resolve deleted) unless > @InactiveStatus; > > When I try to put a ticket in the pend-resolve state RT gives me the > following error: > > Ticket 2180: Illegal value for Status Maybe it is because the database field is only a varchar(10), and 'pend-resolve' is more than 10 characters? mysql> desc Tickets; +-----------------+--------------+------+-----+---------------------+--- -------------+ | Field | Type | Null | Key | Default | Extra | +-----------------+--------------+------+-----+---------------------+--- -------------+ | Status | varchar(10) | YES | MUL | NULL | | +-----------------+--------------+------+-----+---------------------+--- -------------+ Eric Schultz United Online From KFCrocker at lbl.gov Mon Jul 24 18:49:33 2006 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 24 Jul 2006 15:49:33 -0700 Subject: [rt-users] Problem with New Status In-Reply-To: <44C540B6.9070708@ozbergs.com> References: <44C540B6.9070708@ozbergs.com> Message-ID: <44C54E7D.9030507@lbl.gov> Steve, You betcha! Status field values are limited to 10 characters. We found that out the same way you just did. Kenn LBNL Steve Berg wrote: > Team, > > I created a new status (called pend-close) in RT by adding it to > RT_SiteConfig.pm: > > @ActiveStatus = qw(new open stalled) unless @ActiveStatus; > @InactiveStatus = qw(resolved rejected pend-resolve deleted) unless > @InactiveStatus; > > When I try to put a ticket in the pend-resolve state RT gives me the > following error: > > Ticket 2180: Illegal value for Status > > Is there something I'm missing? > > -Steve > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy > a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > From ocraig at stillsecure.com Mon Jul 24 21:02:03 2006 From: ocraig at stillsecure.com (Ole Craig) Date: Mon, 24 Jul 2006 19:02:03 -0600 Subject: [rt-users] (3.6.x) saved searches: titling search results? Message-ID: <1153789323.16943.28.camel@hex.latis.com> Has anyone tried to carry the name of a saved search into the results? Ideally, I'd like to have it show up in the page title and the header, i.e. for a search named "tickets closed last week" everywhere that now shows "Found X tickets" would have "tickets closed last week: Found X tickets" -- make sense? I'd also like to see it as the default name for a saved results spreadsheet instead of "Results.tsv", with perhaps a datestamp appended to the filename... Hmmna hmm. While I'm at it, I'd also like a pony. :-) (kidding aside, just thought I'd see if it was a solved problem before I started looking at changes) Thanks, Ole -- /Ole Craig Security Engineer 303-381-3802 (main support hotline) 303-381-3824 (my direct line) 303-381-3801 (fax) www.stillsecure.com . . . From dmorgan at gmi-mr.com Tue Jul 25 00:42:17 2006 From: dmorgan at gmi-mr.com (Duncan Morgan) Date: Tue, 25 Jul 2006 14:42:17 +1000 Subject: [rt-users] best way to give a user the right to modify requestors Message-ID: <009201c6afa4$b673d660$a700a8c0@dmorganibm> Hello, I've read the docs but I'm still confused as to the best way to allow a user to modify the requestors for a ticket on a per queue basis? Is this even possible or is it a global right? Thanks, Duncan -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3080 bytes Desc: not available URL: From todd at chaka.net Tue Jul 25 01:50:00 2006 From: todd at chaka.net (Todd Chapman) Date: Tue, 25 Jul 2006 01:50:00 -0400 Subject: [rt-users] best way to give a user the right to modify requestors In-Reply-To: <009201c6afa4$b673d660$a700a8c0@dmorganibm> References: <009201c6afa4$b673d660$a700a8c0@dmorganibm> Message-ID: <20060725055000.GM27296@chaka.net> On Tue, Jul 25, 2006 at 02:42:17PM +1000, Duncan Morgan wrote: > Hello, > > I've read the docs but I'm still confused as to the best way to allow a user > to modify the requestors for a ticket on a per queue basis? Is this even > possible or is it a global right? > > Thanks, > Duncan The closest you can get with stock RT is granting the ModifyTicket right. If you don't want to give that much, you can add a new right and modify the API to enforce it. -Todd From dmbeethe at fedex.com Tue Jul 25 03:14:31 2006 From: dmbeethe at fedex.com (Don Beethe) Date: Tue, 25 Jul 2006 02:14:31 -0500 Subject: [rt-users] 3.6 continual re-login issue [A Fix!] In-Reply-To: <4C3E2CF8-9006-4531-91C5-604F3788C05E@bestpractical.com> Message-ID: It worked... Thank you for this excellent product. -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: July 24, 2006 15:25 PM To: Stephen Turner Cc: Don Beethe; rt-users at lists.bestpractical.com Subject: Re: [rt-users] 3.6 continual re-login issue [A Fix!] Steve, Don, Can the two of you give 3.6.1rc1 a shot and see if it solves the problem for you? Thanks, Jesse On Jul 24, 2006, at 9:14 AM, Stephen Turner wrote: > At Monday 7/24/2006 12:04 PM, Don Beethe wrote: >> Had my DBA change the field to an CLOB, since I'm using Oracle and >> I'm still experiencing the problem... >> Seems when I first login, if I click Edit on the "RT at a glance" >> line, >> and then return to the home page, everything is fine... No request to >> login again... > > For the record, we are using file-based session control, so the data > type of the field in the sessions table won't have any effect for us > (I think). > > Steve > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http:// > bestpractical.com/about/jobs.html > From Jan-Peter.Koopmann at seceidos.de Tue Jul 25 05:17:30 2006 From: Jan-Peter.Koopmann at seceidos.de (Koopmann, Jan-Peter) Date: Tue, 25 Jul 2006 11:17:30 +0200 Subject: [rt-users] EditCustomFieldsOnUpdate does not work anymore Message-ID: Hi, looks like the callback based solution described here http://wiki.bestpractical.com/index.cgi?EditCustomFieldsOnUpdate does not work anymore. The custom fields are displayed correctly on Update.html. If I change values and do not put anything in the correspondence/comments field, press save changes, all custom field changes are processed without problems. If I however enter text in the correspondence field and then save changes all that happens is "message recorded" and the custom field values stay untouched. Any ideas? Kind regards, JP From marco at supporting-role.co.uk Tue Jul 25 05:36:02 2006 From: marco at supporting-role.co.uk (Marco van Beek) Date: Tue, 25 Jul 2006 10:36:02 +0100 (BST) Subject: [rt-users] Installing RTFM Message-ID: <7807.193.195.20.90.1153820162.squirrel@193.195.20.90> Hi All, I have successfully installed RT 3.4.2 on Ubuntu 5.10, using the debian package. After some tweaking it all worked fine, so I got adventurous and tried installing RTFM. To cut a long story short, installing RTFM via apt get also installs an older version of RT, and I had to do a lot of cleaning to get it all back again. Anyway, downloaded the RTFM-2.2.0RC2.tar.gz from the Best Practical site, and followed the instructions. Everything seemed to be fine except that "make initdb" failed, grumbling about the mysql password and I had to hack where it was looking for rt-setup-database via a symbolic link, but I found that the previous install had done the mysql code anyway. So having reloaded apache, no RTFM link in the main RT interface, and when I navigate to /rt/RTFM/index.html I get the errors shown below. I don't know if the two problems are related, so any help would be appreciated. The only place I can find a "use RT::FM::ArticleCollection" line of code is in subdirectory called "Callbacks". Regards, Marco =========================================================== > error: Can't locate object method "new" via package "RT::FM::ArticleCollection" (perhaps you forgot to load "RT::FM::ArticleCollection"?) at /usr/share/request-tracker3.4/html/RTFM/Elements/NewestArticles line 60. context: > ... > 56: <%INIT> > 57: my $rows = 10; > 58: my $i; > 59: my $MyArticles; > 60: $MyArticles = new RT::FM::ArticleCollection ($session{'CurrentUser'}); 61: $MyArticles->UnLimit; > 62: $MyArticles->RowsPerPage($rows); > 63: $MyArticles->OrderBy(FIELD => 'LastUpdated', ORDER => 'DESC'); 64: > ... > code stack: /usr/share/request-tracker3.4/html/RTFM/Elements/NewestArticles:60 /usr/share/request-tracker3.4/html/RTFM/index.html:24 > /usr/share/request-tracker3.4/html/autohandler:215 =========================================================== raw error: > Can't locate object method "new" via package "RT::FM::ArticleCollection" (perhaps you forgot to load "RT::FM::ArticleCollection"?) at /usr/share/request-tracker3.4/html/RTFM/Elements/NewestArticles line 60. > > > Trace begun at /usr/share/perl5/HTML/Mason/Exceptions.pm line 128 HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method "new" via package "RT::FM::ArticleCollection" (perhaps you forgot to load "RT::FM::ArticleCollection"?) at /usr/share/request-tracker3.4/html/RTFM/Elements/NewestArticles line 60.^J') called at /usr/share/request-tracker3.4/html/RTFM/Elements/NewestArticles line 60 HTML::Mason::Commands::__ANON__ at /usr/share/perl5/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x2aaaac2971a0)') called at /usr/share/perl5/HTML/Mason/Request.pm line 1232 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 1226 > HTML::Mason::Request::comp(undef, undef) called at /usr/share/request-tracker3.4/html/RTFM/index.html line 24 HTML::Mason::Commands::__ANON__ at /usr/share/perl5/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x2ec4db0)') called at /usr/share/perl5/HTML/Mason/Request.pm line 1232 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 1226 > HTML::Mason::Request::comp(undef, undef) called at /usr/share/perl5/HTML/Mason/Request.pm line 898 HTML::Mason::Request::call_next('HTML::Mason::Request::CGI=HASH(0x3422640)') called at /usr/share/request-tracker3.4/html/autohandler line 215 HTML::Mason::Commands::__ANON__ at /usr/share/perl5/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x2d3bfc0)') called at /usr/share/perl5/HTML/Mason/Request.pm line 1232 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 1226 > HTML::Mason::Request::comp(undef, undef, undef) called at /usr/share/perl5/HTML/Mason/Request.pm line 460 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 460 > eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 410 > HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0x3422640)') called at /usr/share/perl5/HTML/Mason/Interp.pm line 322 HTML::Mason::Interp::exec(undef, undef) called at /usr/share/perl5/HTML/Mason/CGIHandler.pm line 89 eval {...} at /usr/share/perl5/HTML/Mason/CGIHandler.pm line 89 > HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x289fa60)', 'HASH(0x2aaaac2a1990)') called at /usr/share/perl5/HTML/Mason/CGIHandler.pm line 72 HTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH(0x289fa60)', 'CGI::Fast=HASH(0x3422ac0)') called at /usr/share/request-tracker3.4/libexec/mason_handler.fcgi line 76 eval {...} at /usr/share/request-tracker3.4/libexec/mason_handler.fcgi line 76 Marco van Beek Supporting Role Ltd. From sven.sternberger at desy.de Tue Jul 25 07:15:27 2006 From: sven.sternberger at desy.de (Sven Sternberger) Date: Tue, 25 Jul 2006 13:15:27 +0200 Subject: [rt-users] CLI and groups still don't work In-Reply-To: <43A78446.3050306@clusterfs.com> References: <439D6F29.60103@rzg.mpg.de> <43A78446.3050306@clusterfs.com> Message-ID: <1153826127.5251.22.camel@pcx4546.desy.de> Hello! has there something changed. I also don't get any result from rt show group/xxx or rt show -t group 1 I use rt3.6 regards! On Tue, 2005-12-20 at 12:10 +0800, lwang wrote: > Yes, I suffered the same problem. > > Christof Hanke wrote: > > Hello List, > > > > sorry if this was answered before, but I couldn't find it anywhere. > > In RT 3.4.4, the CLI apparently cannot deal with groups, but users are > > fine : > > e.g.: > > > > # rt show -t user 1 > > > > works fine : > > > > id: user/1 > > Name: RT_System > > Password: ******** > > EmailAddress: > > RealName: The RT System itself > > Comments: Do not delete or modify this user. It is integral to RT's > > internal database structures > > > > Whereas : > > > > # rt show -t group 1 > > > > gives : > > > > # Unknown object type: group > > > > id: group/1 > > > > > > I am quite puzzled about this since the docs and the book "RT > > Essentials" explicitly say that groups are manageable with the CLI. > > > > Any hints if I'm doing sth wrong ? > > Thanks, > > > > Christof From prasaddeshpande at bajajfinance.in Tue Jul 25 09:41:44 2006 From: prasaddeshpande at bajajfinance.in (Prasad Deshpande) Date: Tue, 25 Jul 2006 19:11:44 +0530 Subject: [rt-users] priviledge user : one query Message-ID: <93D7B805E82667439CD104728E47C589010ECD8A@BALAKMB01.bajajauto.co.in> Hi I have created a privilege user in RT (Ver 3.2.3) so that users can create the ticket through web interface. But my problem is they are able to see other tickets in the same queue as well. I want user to see only the tickets which they have created and should able to create the tickets in a queue with access to select the custom fields. I have tried by deselecting "Let this user be granted rights" option, but with this custom fields are not available to the users while creating the tickets. Any suggestion on this is highly appreciable. Thanks, Prasad Deshpande DISCLAIMER: This message,including any attachments contains confidential and privileged information for the sole use of the intended recipient(s), and is protected by law. If you are not the intended recipient, please destroy all copies of the original message. Any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful. Bajaj Auto reserves the right to record, monitor, and inspect all email communications through its internal and external networks. Your messages shall be subject to such lawful supervision as Bajaj Auto deems necessary in order to protect its information, interests and reputation. Bajaj Auto prohibits and takes steps to prevent its information systems from being used to view, store or forward offensive or discriminatory material. If this message contains such material, please report it to abuse at bajajauto.co.in. -------------- next part -------------- An HTML attachment was scrubbed... URL: From sturner at MIT.EDU Tue Jul 25 10:08:12 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 25 Jul 2006 10:08:12 -0400 Subject: [rt-users] 3.6.0 (spreadsheet) export changed... In-Reply-To: <44C5635A.8040601@lei.net.au> References: <2B7B7880538AA440B5FBCE7A56E8CB452B531E@TF-FS2.internal.techfluent.com> <6.2.3.4.2.20060707093404.03913760@po14.mit.edu> <44C5635A.8040601@lei.net.au> Message-ID: <6.2.3.4.2.20060725100639.03a8c890@po14.mit.edu> At Monday 7/24/2006 08:18 PM, Adrian Carter wrote: >I went to check out this little hack but noticed the wiki is defaced >at http://wiki.bestpractical.com/index.cgi?SpreadsheetDisplayedFields. > >Could you restore it or e-mail me the hack ? > >Thanks! > >Adrian Hello Adrian, I just restored it on the wiki. I don't have special wiki powers - what worked for me was, for the article, going to Revisions -> Previous -> Edit and then hitting Save. Good luck, Steve From sturner at MIT.EDU Tue Jul 25 10:14:47 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 25 Jul 2006 10:14:47 -0400 Subject: [rt-users] 3.6 continual re-login issue [A Fix!] In-Reply-To: <4C3E2CF8-9006-4531-91C5-604F3788C05E@bestpractical.com> References: <20060724125052.44EB14D813A@diesel.bestpractical.com> <6.2.3.4.2.20060724121206.03ab5598@po14.mit.edu> <4C3E2CF8-9006-4531-91C5-604F3788C05E@bestpractical.com> Message-ID: <6.2.3.4.2.20060725100907.03a8c748@po14.mit.edu> At Monday 7/24/2006 05:24 PM, Jesse Vincent wrote: >Steve, Don, > >Can the two of you give 3.6.1rc1 a shot and see if it solves the >problem for you? > >Thanks, >Jesse Hi Jesse, I'd love to try, but unfortunately I'm not able to do that in the near future. For us the problem only occurs in the production environment (Solaris), and it will take some time to arrange to get a second RT instance up there. Strangely, on our test/dev machine (RHEL), where I can install 3.6, the system works flawlessly. Would it be possible for you to describe the fix? Is it feasible to apply it to the 3.4 series? Thanks, Steve From DTaylor at cidc.com Tue Jul 25 10:37:26 2006 From: DTaylor at cidc.com (Drew Taylor) Date: Tue, 25 Jul 2006 10:37:26 -0400 Subject: [rt-users] 3.6.0 (spreadsheet) export changed... Message-ID: <61635F141D37624DB4F228F9767295AD032E6E8E@dice2.gvcorp.grandvirtual.com> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Stephen Turner > > At Monday 7/24/2006 08:18 PM, Adrian Carter wrote: > >I went to check out this little hack but noticed the wiki is > defaced at > >http://wiki.bestpractical.com/index.cgi?SpreadsheetDisplayedFields. > > > > I don't have special wiki powers - what worked for me was, > for the article, going to Revisions -> Previous -> Edit and > then hitting Save. I've been doing this a lot lately - I've personally restored 5-6 pages/day over the last several days. One question for the admins: how do I get a wiki account and then login? I'd like to have the changes recorded as being done by me (yes, I like to be accountable for my actions) but I can't find an obvious way. Drew From trs at bestpractical.com Tue Jul 25 10:48:57 2006 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 25 Jul 2006 10:48:57 -0400 Subject: [rt-users] 3.6.0 (spreadsheet) export changed... In-Reply-To: <61635F141D37624DB4F228F9767295AD032E6E8E@dice2.gvcorp.grandvirtual.com> References: <61635F141D37624DB4F228F9767295AD032E6E8E@dice2.gvcorp.grandvirtual.com> Message-ID: <44C62F59.8090706@bestpractical.com> Drew Taylor wrote: > I've been doing this a lot lately - I've personally restored 5-6 > pages/day over the last several days. One question for the admins: how > do I get a wiki account and then login? I'd like to have the changes > recorded as being done by me (yes, I like to be accountable for my > actions) but I can't find an obvious way. http://wiki.bestpractical.com/index.cgi?action=user_preferences From todd at chaka.net Tue Jul 25 11:05:01 2006 From: todd at chaka.net (Todd Chapman) Date: Tue, 25 Jul 2006 11:05:01 -0400 Subject: [rt-users] EditCustomFieldsOnUpdate does not work anymore In-Reply-To: References: Message-ID: <20060725150501.GN27296@chaka.net> On Tue, Jul 25, 2006 at 11:17:30AM +0200, Koopmann, Jan-Peter wrote: > Hi, > > looks like the callback based solution described here > > http://wiki.bestpractical.com/index.cgi?EditCustomFieldsOnUpdate > > does not work anymore. The custom fields are displayed correctly on Update.html. If I change values and do not put anything in the correspondence/comments field, press save changes, all custom field changes are processed without problems. If I however enter text in the correspondence field and then save changes all that happens is "message recorded" and the custom field values stay untouched. > > Any ideas? > I found the problem. At the bottom of Display.html a redirect was added before the callback that EditCustomFieldsOnUpdate is trying to use to update the CFs. If the callback was moved above the preceeding if statement things should start working. The callback also needs @Actions passed to it so that the CF updates can be recorded. -Todd From Jan-Peter.Koopmann at seceidos.de Tue Jul 25 11:10:59 2006 From: Jan-Peter.Koopmann at seceidos.de (Koopmann, Jan-Peter) Date: Tue, 25 Jul 2006 17:10:59 +0200 Subject: [rt-users] EditCustomFieldsOnUpdate does not work anymore In-Reply-To: <20060725150501.GN27296@chaka.net> Message-ID: On Tuesday, July 25, 2006 5:05 PM Todd Chapman wrote: > > I found the problem. At the bottom of Display.html a redirect was > added before the callback that EditCustomFieldsOnUpdate is trying to > use to update the CFs. If the callback was moved above the preceeding > if statement things should start working. You are my hero of the day. Thanks! > The callback also needs @Actions passed to it so that the CF updates > can be recorded. That part I honestly do not fully understand. Would you happen to have a patch? Kind regards, JP From todd at chaka.net Tue Jul 25 11:34:30 2006 From: todd at chaka.net (Todd Chapman) Date: Tue, 25 Jul 2006 11:34:30 -0400 Subject: [rt-users] EditCustomFieldsOnUpdate does not work anymore In-Reply-To: References: <20060725150501.GN27296@chaka.net> Message-ID: <20060725153430.GO27296@chaka.net> On Tue, Jul 25, 2006 at 05:10:59PM +0200, Koopmann, Jan-Peter wrote: > On Tuesday, July 25, 2006 5:05 PM Todd Chapman wrote: > > > > I found the problem. At the bottom of Display.html a redirect was > > added before the callback that EditCustomFieldsOnUpdate is trying to > > use to update the CFs. If the callback was moved above the preceeding > > if statement things should start working. > > You are my hero of the day. Thanks! > > > The callback also needs @Actions passed to it so that the CF updates > > can be recorded. > > That part I honestly do not fully understand. Would you happen to have a > patch? In Display.html add "Actions => \@Action" to the callback arguments. In the callback itself add line "push @{$ARGS{Actions}}, @cf_results;". > > Kind regards, > JP From travis at slac.stanford.edu Tue Jul 25 11:44:12 2006 From: travis at slac.stanford.edu (Brooks, Travis C.) Date: Tue, 25 Jul 2006 08:44:12 -0700 (PDT) Subject: [rt-users] Installing RTFM In-Reply-To: <7807.193.195.20.90.1153820162.squirrel@193.195.20.90> References: <7807.193.195.20.90.1153820162.squirrel@193.195.20.90> Message-ID: I just installed RTFM 2.2rc2 on 3.6 and had some trouble with where the installer sent the files. Your rt3/lib/ area where you should have all the RT perl modules should have some new pieces in it (FM, etc). Depending on how you configured RT for installation this may be in different places, however, if you can find your RT.pm module, that's where there should be an RT/ directory with an FM/ subdir, and within that all the pms for RTFM. If the packages for RTFM aren't there, then try installing again, and check the prefix option on the rtfm configure command when you are installing. Perhaps you need to tell the RTFM installer where to put things via the prefix (and other options on configure) Sorry I can't be more help. Travis Travis C. Brooks SPIRES Scientific Databases Manager Stanford Linear Accelerator Center http://www.slac.stanford.edu/spires On Tue, 25 Jul 2006, Marco van Beek wrote: > > Hi All, > > I have successfully installed RT 3.4.2 on Ubuntu 5.10, using the debian > package. After some tweaking it all worked fine, so I got adventurous and > tried installing RTFM. To cut a long story short, installing RTFM via apt > get also installs an older version of RT, and I had to do a lot of > cleaning to get it all back again. > > Anyway, downloaded the RTFM-2.2.0RC2.tar.gz from the Best Practical site, > and followed the instructions. Everything seemed to be fine except that > "make initdb" failed, grumbling about the mysql password and I had to hack > where it was looking for rt-setup-database via a symbolic link, but I > found that the previous install had done the mysql code anyway. > > So having reloaded apache, no RTFM link in the main RT interface, and when > I navigate to /rt/RTFM/index.html I get the errors shown below. > > I don't know if the two problems are related, so any help would be > appreciated. The only place I can find a "use RT::FM::ArticleCollection" > line of code is in subdirectory called "Callbacks". > > Regards, > > Marco > > > =========================================================== > > error: Can't locate object method "new" via package > "RT::FM::ArticleCollection" (perhaps you forgot to load > "RT::FM::ArticleCollection"?) at > /usr/share/request-tracker3.4/html/RTFM/Elements/NewestArticles line 60. > context: > > ... > > 56: <%INIT> > > 57: my $rows = 10; > > 58: my $i; > > 59: my $MyArticles; > > 60: $MyArticles = new RT::FM::ArticleCollection > ($session{'CurrentUser'}); 61: $MyArticles->UnLimit; > > 62: $MyArticles->RowsPerPage($rows); > > 63: $MyArticles->OrderBy(FIELD => 'LastUpdated', ORDER => 'DESC'); 64: > > ... > > code stack: > /usr/share/request-tracker3.4/html/RTFM/Elements/NewestArticles:60 > /usr/share/request-tracker3.4/html/RTFM/index.html:24 > > /usr/share/request-tracker3.4/html/autohandler:215 > > > =========================================================== > raw error: > > Can't locate object method "new" via package "RT::FM::ArticleCollection" > (perhaps you forgot to load "RT::FM::ArticleCollection"?) at > /usr/share/request-tracker3.4/html/RTFM/Elements/NewestArticles line 60. > > > > > > Trace begun at /usr/share/perl5/HTML/Mason/Exceptions.pm line 128 > HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method > "new" via package "RT::FM::ArticleCollection" (perhaps you forgot to > load "RT::FM::ArticleCollection"?) at > /usr/share/request-tracker3.4/html/RTFM/Elements/NewestArticles line > 60.^J') called at > /usr/share/request-tracker3.4/html/RTFM/Elements/NewestArticles line 60 > HTML::Mason::Commands::__ANON__ at > /usr/share/perl5/HTML/Mason/Component.pm line 134 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x2aaaac2971a0)') > called at /usr/share/perl5/HTML/Mason/Request.pm line 1232 eval {...} at > /usr/share/perl5/HTML/Mason/Request.pm line 1226 > > HTML::Mason::Request::comp(undef, undef) called at > /usr/share/request-tracker3.4/html/RTFM/index.html line 24 > HTML::Mason::Commands::__ANON__ at > /usr/share/perl5/HTML/Mason/Component.pm line 134 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x2ec4db0)') > called at /usr/share/perl5/HTML/Mason/Request.pm line 1232 eval {...} at > /usr/share/perl5/HTML/Mason/Request.pm line 1226 > > HTML::Mason::Request::comp(undef, undef) called at > /usr/share/perl5/HTML/Mason/Request.pm line 898 > HTML::Mason::Request::call_next('HTML::Mason::Request::CGI=HASH(0x3422640)') > called at /usr/share/request-tracker3.4/html/autohandler line 215 > HTML::Mason::Commands::__ANON__ at > /usr/share/perl5/HTML/Mason/Component.pm line 134 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x2d3bfc0)') > called at /usr/share/perl5/HTML/Mason/Request.pm line 1232 eval {...} at > /usr/share/perl5/HTML/Mason/Request.pm line 1226 > > HTML::Mason::Request::comp(undef, undef, undef) called at > /usr/share/perl5/HTML/Mason/Request.pm line 460 eval {...} at > /usr/share/perl5/HTML/Mason/Request.pm line 460 > > eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 410 > > HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0x3422640)') > called at /usr/share/perl5/HTML/Mason/Interp.pm line 322 > HTML::Mason::Interp::exec(undef, undef) called at > /usr/share/perl5/HTML/Mason/CGIHandler.pm line 89 eval {...} at > /usr/share/perl5/HTML/Mason/CGIHandler.pm line 89 > > HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x289fa60)', > 'HASH(0x2aaaac2a1990)') called at > /usr/share/perl5/HTML/Mason/CGIHandler.pm line 72 > HTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH(0x289fa60)', > 'CGI::Fast=HASH(0x3422ac0)') called at > /usr/share/request-tracker3.4/libexec/mason_handler.fcgi line 76 eval > {...} at /usr/share/request-tracker3.4/libexec/mason_handler.fcgi line > 76 > > > > > > > > > > Marco van Beek > Supporting Role Ltd. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > From DTaylor at cidc.com Tue Jul 25 11:47:12 2006 From: DTaylor at cidc.com (Drew Taylor) Date: Tue, 25 Jul 2006 11:47:12 -0400 Subject: [rt-users] 3.6.0 (spreadsheet) export changed... Message-ID: <61635F141D37624DB4F228F9767295AD032E6EFE@dice2.gvcorp.grandvirtual.com> > -----Original Message----- > From: Thomas Sibley [mailto:trs at bestpractical.com] > Sent: Tuesday, July 25, 2006 10:49 AM > To: Drew Taylor > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] 3.6.0 (spreadsheet) export changed... > > Drew Taylor wrote: > > I've been doing this a lot lately - I've personally restored 5-6 > > pages/day over the last several days. One question for the > admins: how > > do I get a wiki account and then login? I'd like to have > the changes > > recorded as being done by me (yes, I like to be accountable for my > > actions) but I can't find an obvious way. > > http://wiki.bestpractical.com/index.cgi?action=user_preferences Dang it! Why does the answer always seem obvious after publically telling the world you can't find it on your own? :-) In my defense, the "login" box doesn't jump out at me... Drew From BBlakely at blink.ca Tue Jul 25 11:55:50 2006 From: BBlakely at blink.ca (Ben Blakely) Date: Tue, 25 Jul 2006 11:55:50 -0400 Subject: [rt-users] Pulling CF data into AdminCC field Message-ID: <8E8EBFC69B7B50489C2DD4EDF3DA583001E16585@exchange1.oakvillehydro.com> Hello All, Can anyone give me an idea or example of how to pull in custom field data into the AdminCC or CC field via a template? I have a cf full of people's email address's and would like to be able to pull that into the AdminCC or CC fields based on Ticket approval/creation. Any help would be great. Thanks again Ben Blakely -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Tue Jul 25 13:26:29 2006 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 25 Jul 2006 10:26:29 -0700 Subject: [rt-users] priviledge user : one query In-Reply-To: <93D7B805E82667439CD104728E47C589010ECD8A@BALAKMB01.bajajauto.co.in> References: <93D7B805E82667439CD104728E47C589010ECD8A@BALAKMB01.bajajauto.co.in> Message-ID: <44C65445.1080902@lbl.gov> Prasad, I may be wrong (and that is OK with me) but I do not believe you can give someone the ability to just see just a single ticket in a Queue. I believe it is "all or nothing at all". The privilege should be titled "ShowTickets" instead of "ShowTicket". Kenn LBNL Prasad Deshpande wrote: > Hi > > > > I have created a privilege user in RT (Ver 3.2.3) so that users can > create the ticket through web interface. But my problem is they are able > to see other tickets in the same queue as well. I want user to see only > the tickets which they have created and should able to create the > tickets in a queue with access to select the custom fields. > > > > I have tried by deselecting ?Let this user be granted rights? option, > but with this custom fields are not available to the users while > creating the tickets. > > > > Any suggestion on this is highly appreciable. > > > > Thanks, > > Prasad Deshpande > > > > > > > > > > DISCLAIMER: > This message,including any attachments contains confidential and > privileged information for the sole use of the intended recipient(s), > and is protected by law. If you are not the intended recipient, please > destroy all copies of the original message. Any unauthorized review, > use, disclosure, dissemination, forwarding, printing or copying of this > email or any action taken in reliance on this e-mail is strictly > prohibited and may be unlawful. Bajaj Auto reserves the right to record, > monitor, and inspect all email communications through its internal and > external networks. Your messages shall be subject to such lawful > supervision as Bajaj Auto deems necessary in order to protect its > information, interests and reputation. Bajaj Auto prohibits and takes > steps to prevent its information systems from being used to view, store > or forward offensive or discriminatory material. If this message > contains such material, please report it to abuse at bajajauto.co.in. > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From Jan-Peter.Koopmann at seceidos.de Tue Jul 25 13:33:59 2006 From: Jan-Peter.Koopmann at seceidos.de (Koopmann, Jan-Peter) Date: Tue, 25 Jul 2006 19:33:59 +0200 Subject: [rt-users] EditCustomFieldsOnUpdate does not work anymore In-Reply-To: <20060725153430.GO27296@chaka.net> Message-ID: On Tuesday, July 25, 2006 5:35 PM Todd Chapman wrote: > In Display.html add "Actions => \@Action" to the callback arguments. > In the callback itself add line "push @{$ARGS{Actions}}, > @cf_results;". This causes a loop here. At the bottom of Display.html if (@Actions) is true even though @Actions is empty. if (scalar(@Actions) == 0) { on the other hand works as expected. Strange. Moreover the actions are not displayed at the top of the Display.html result anymore even though the changes are submitted. We will debug this further tomorrow but maybe you have an idea? Regards, JP From KFCrocker at lbl.gov Tue Jul 25 13:34:49 2006 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 25 Jul 2006 10:34:49 -0700 Subject: [rt-users] priviledge user : one query In-Reply-To: <93D7B805E82667439CD104728E47C589010ECD8A@BALAKMB01.bajajauto.co.in> References: <93D7B805E82667439CD104728E47C589010ECD8A@BALAKMB01.bajajauto.co.in> Message-ID: <44C65639.8040009@lbl.gov> Prasad, As an addendum, the lowest level of organization for a ticket is the Queue level, therefore it should not be possible to grant privileges lower than that "for a ticket". A Custom Field "in a ticket", however, allows the privileges to see it and modify it at the user and group levels. Kenn LBNL Prasad Deshpande wrote: > Hi > > > > I have created a privilege user in RT (Ver 3.2.3) so that users can > create the ticket through web interface. But my problem is they are able > to see other tickets in the same queue as well. I want user to see only > the tickets which they have created and should able to create the > tickets in a queue with access to select the custom fields. > > > > I have tried by deselecting ?Let this user be granted rights? option, > but with this custom fields are not available to the users while > creating the tickets. > > > > Any suggestion on this is highly appreciable. > > > > Thanks, > > Prasad Deshpande > > > > > > > > > > DISCLAIMER: > This message,including any attachments contains confidential and > privileged information for the sole use of the intended recipient(s), > and is protected by law. If you are not the intended recipient, please > destroy all copies of the original message. Any unauthorized review, > use, disclosure, dissemination, forwarding, printing or copying of this > email or any action taken in reliance on this e-mail is strictly > prohibited and may be unlawful. Bajaj Auto reserves the right to record, > monitor, and inspect all email communications through its internal and > external networks. Your messages shall be subject to such lawful > supervision as Bajaj Auto deems necessary in order to protect its > information, interests and reputation. Bajaj Auto prohibits and takes > steps to prevent its information systems from being used to view, store > or forward offensive or discriminatory material. If this message > contains such material, please report it to abuse at bajajauto.co.in. > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From ESchultz at corp.untd.com Tue Jul 25 13:36:35 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Tue, 25 Jul 2006 10:36:35 -0700 Subject: [rt-users] priviledge user : one query Message-ID: <5613F89D78D2F545A40423EBA5535C3010D3FD72@LAXEVS01.lax.corp.int.untd.com> > Prasad, > > I may be wrong (and that is OK with me) but I do not > believe you can > give someone the ability to just see just a single ticket in > a Queue. I > believe it is "all or nothing at all". The privilege should be titled > "ShowTickets" instead of "ShowTicket". > > Kenn > LBNL > > Prasad Deshpande wrote: > > Hi > > > > > > > > I have created a privilege user in RT (Ver 3.2.3) so that users can > > create the ticket through web interface. But my problem is > they are able > > to see other tickets in the same queue as well. I want > user to see only > > the tickets which they have created and should able to create the > > tickets in a queue with access to select the custom fields. > > > > > > > > I have tried by deselecting "Let this user be granted > rights" option, > > but with this custom fields are not available to the users while > > creating the tickets. Actually, this is possible. For the interested queue, go to the Group Rights configuration. From there, give Everyone the right to ReplyToTicket and CreateTicket. Then, for the Requestor group, give them ModifyTicket and ShowTicket. This way, requestors can only see what they have requested, and nothing else. But anyone can create or reply to tickets via email. We have this configuration working correctly. Also, if you want to allow Everyone to see the queue in the "New ticket in" drop-down, grant SeeQueue. This is all on a 3.4.x setup. Eric Schultz United Online From kbarger at ltsp.edu Tue Jul 25 14:00:22 2006 From: kbarger at ltsp.edu (Kyle Barger) Date: Tue, 25 Jul 2006 14:00:22 -0400 Subject: [rt-users] Auto-create RT-only users when using LDAP? Message-ID: <44C65C36.8000505@ltsp.edu> I wonder if anybody has any advice about user account arrangements for our new (but not in production) RT 3.6.0 (running on Fedora Core 4). In a nutshell, we want folks who have accounts in our existing OpenLDAP tree to be able to have their RT accounts auto-created based on LDAP information when they send an email to RT or log in via SelfService. This much is working fine, with LdapUserLocalOverlay. However, we also need to be able to take questions (primarily via email; I'm not that concerned about web access) from people who are not students or employees. We don't want to give these people credentials in our LDAP system--ideally RT would auto-create accounts for them just as if there were no LDAP at work. As it is now they get an email back saying an account couldn't be created for them. Is there an easy way to set this up? Or any suggestions for other ways to handle this situation? Thanks. -- Kyle Barger Director of Information Services The Lutheran Theological Seminary at Philadelphia For assistance with computer, phone, or network issues at LTSP: http://www.ltsp.edu/helpdesk From KFCrocker at lbl.gov Tue Jul 25 14:22:58 2006 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 25 Jul 2006 11:22:58 -0700 Subject: [rt-users] priviledge user : one query In-Reply-To: <5613F89D78D2F545A40423EBA5535C3010D3FD72@LAXEVS01.lax.corp.int.untd.com> References: <5613F89D78D2F545A40423EBA5535C3010D3FD72@LAXEVS01.lax.corp.int.untd.com> Message-ID: <44C66182.4040208@lbl.gov> Eric, Correct. I misread Prasad's note. I thought he didn't want anyone to see all the tickets in a Queue (like seeing the subject of all tickets in a Queue "list"). If I'd read the note more carefully, I would have realised that. My bad. Certainly, a Queue can be set up to allow only Requestors to see & modify their own tickets. We have a similar set up only we keep the "CreateTicket", "ReplyToTicket", & "SeeQueue" rights limited to Privileged only and "ModifyTicket", "DeleteTicket", "ShowTicketComments", "CommentOnTicket", "TakeTicket", etc. to Owners (our technical support staff) and "ShowTicket" and "Watch" for Requestors. Kenn LBNL Schultz, Eric wrote: >> Prasad, >> >> I may be wrong (and that is OK with me) but I do not >> believe you can >> give someone the ability to just see just a single ticket in >> a Queue. I >> believe it is "all or nothing at all". The privilege should be titled >> "ShowTickets" instead of "ShowTicket". >> >> Kenn >> LBNL >> >> Prasad Deshpande wrote: >>> Hi >>> >>> >>> >>> I have created a privilege user in RT (Ver 3.2.3) so that users can >>> create the ticket through web interface. But my problem is >> they are able >>> to see other tickets in the same queue as well. I want >> user to see only >>> the tickets which they have created and should able to create the >>> tickets in a queue with access to select the custom fields. >>> >>> >>> >>> I have tried by deselecting "Let this user be granted >> rights" option, >>> but with this custom fields are not available to the users while >>> creating the tickets. > > Actually, this is possible. For the interested queue, go to the Group > Rights configuration. From there, give Everyone the right to > ReplyToTicket and CreateTicket. Then, for the Requestor group, give > them ModifyTicket and ShowTicket. This way, requestors can only see > what they have requested, and nothing else. But anyone can create or > reply to tickets via email. We have this configuration working > correctly. Also, if you want to allow Everyone to see the queue in the > "New ticket in" drop-down, grant SeeQueue. This is all on a 3.4.x > setup. > > Eric Schultz > United Online > From benm at barneshc.com Tue Jul 25 14:09:39 2006 From: benm at barneshc.com (Ben McLendon) Date: Tue, 25 Jul 2006 14:09:39 -0400 Subject: [rt-users] email addresses in the cc field do not receive emails related to the ticket Message-ID: <000601c6b015$7f550d40$800101df@bhcs.local> We are running a new install of RT 3.4.5 on Redhat ES4. When creating a ticket and entering a recipient in the cc field, the named recipient does not receive a copy of the ticket. Ben McLendon, MCP Director, Information Technology benm at barneshc.com www.barneshc.com Barnes Health Care Services 200 South Patterson Street Valdosta, GA 31601 Telephone: 229-245-6039 Ext. 1111 Fax: 229-245-6005 Cell: 229-560-0322 CONFIDENTIALITY NOTICE: This e-mail and any files transmitted with it are confidential and are intended solely for the use of the individual or entity to which they are addressed. This communication may also contain material protected and governed by the Health Insurance Portability and Accountability Act (HIPAA). If you are not the intended recipient of this e-mail and the information it contains or if you are not the employee or agent responsible for delivering this e-mail and the information it contains to the intended recipient, be advised that you have received this e-mail in error and that any use, dissemination, forwarding, printing, or copying of this e-mail is strictly prohibited. If you have received this e-mail in error, please contact the sender of this message. -------------- next part -------------- An HTML attachment was scrubbed... URL: From doogles at doogles.com Tue Jul 25 15:02:22 2006 From: doogles at doogles.com (Jason A. Diegmueller) Date: Tue, 25 Jul 2006 15:02:22 -0400 (EDT) Subject: [rt-users] EditCustomFieldsOnUpdate does not work anymore In-Reply-To: <20060725153430.GO27296@chaka.net> References: <20060725150501.GN27296@chaka.net> <20060725153430.GO27296@chaka.net> Message-ID: <20060725150118.J63213@spaceball1.doogles.com> > In Display.html add "Actions => \@Action" to > the callback arguments. In the callback itself > add line "push @{$ARGS{Actions}}, @cf_results;". Per our offline discussion: * Added ACtions => \@Actions (plural) to Display.html * Added the line above to the Callback I get the same behavior as previous to the changes: * Changes to CF with no Reply "take" * Changes to CF when accompanied with a Reply "don't take" -jd From todd at chaka.net Tue Jul 25 15:12:26 2006 From: todd at chaka.net (Todd Chapman) Date: Tue, 25 Jul 2006 15:12:26 -0400 Subject: [rt-users] EditCustomFieldsOnUpdate does not work anymore In-Reply-To: <20060725150118.J63213@spaceball1.doogles.com> References: <20060725150501.GN27296@chaka.net> <20060725153430.GO27296@chaka.net> <20060725150118.J63213@spaceball1.doogles.com> Message-ID: <20060725191226.GP27296@chaka.net> On Tue, Jul 25, 2006 at 03:02:22PM -0400, Jason A. Diegmueller wrote: > >In Display.html add "Actions => \@Action" to > >the callback arguments. In the callback itself > >add line "push @{$ARGS{Actions}}, @cf_results;". > > Per our offline discussion: > * Added ACtions => \@Actions (plural) to Display.html > * Added the line above to the Callback > > I get the same behavior as previous to the changes: > * Changes to CF with no Reply "take" > * Changes to CF when accompanied with a Reply "don't take" > I updated the rt/local/html/Callbacks/CustomFields/Ticket/Display.html/BeforeDisplay on the wiki. Make sure you move the callback above the preceeding if statement. Restart apache and flush the mason cache. -Todd From Rick.Garland at evolving.com Tue Jul 25 15:07:26 2006 From: Rick.Garland at evolving.com (Rick Garland) Date: Tue, 25 Jul 2006 13:07:26 -0600 Subject: [rt-users] unable to open tickets via email Message-ID: Hi all: RT 3.4.5 on RedHat EL4 Using sendmail 8.13 as the MTA Wanting to send email to 'rt' to open ticket. Got the groups and rights OK but the inbound mail hangs in the queue. (Deferred: prog mailer (/bin/sh) exited with EX_TEMPFAIL) "|/opt/rt3/bin/rt-mailgate --queue gen The full entry in the /etc/aliases is rt: "|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url http://localhost/" The searches I find deal mostly with procmail - but we are not using procmail. Thanks Rick Garland UNIX System Administrator Evolving Systems, Inc 9777 Mount Pyramid Court Suite 100 Englewood, CO 80112 phone: 303-802-2580 cell: 720-210-4691 rick.garland at evolving.com This e-mail and any attachments may be confidential and/or legally privileged. If you have received this e-mail and you are not a named addressee, please inform Evolving Systems TIS at tis at evolving.com and then delete the e-mail from your system. If you are not a named addressee you must not use, disclose, distribute, copy, print or rely on this e-mail. To ensure regulatory compliance and for the protection of our clients and business, Evolving Systems may monitor and read e-mails sent to and from its servers. Although Evolving Systems routinely screens for viruses, addressees should scan this e-mail and any attachments for viruses. Evolving Systems makes no representation or warranty as to the absence of viruses in this e-mail or any attachments. Registered Office: 9777 Pyramid Ct Suite 100, Englewood, CO 80112 -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Tue Jul 25 15:15:20 2006 From: todd at chaka.net (Todd Chapman) Date: Tue, 25 Jul 2006 15:15:20 -0400 Subject: [rt-users] EditCustomFieldsOnUpdate does not work anymore In-Reply-To: <20060725150118.J63213@spaceball1.doogles.com> References: <20060725150501.GN27296@chaka.net> <20060725153430.GO27296@chaka.net> <20060725150118.J63213@spaceball1.doogles.com> Message-ID: <20060725191520.GQ27296@chaka.net> Attached is my diff for Display.html. It should allow the callback to start working again. -Todd -------------- next part -------------- --- html/Ticket/Display.html (revision 8005) +++ html/Ticket/Display.html (local) @@ -148,6 +148,9 @@ push (@Actions, @BasicActions, @results); } +$m->comp('/Elements/Callback', _CallbackName => 'BeforeDisplay', + TicketObj => \$TicketObj, Tickets => \$Tickets, ARGSRef => \%ARGS, Actions => \@Actions ); + # This code does automatic redirection if any updates happen. if (@Actions) { @@ -161,10 +164,7 @@ delete $session{"Actions"}; } -$m->comp('/Elements/Callback', _CallbackName => 'BeforeDisplay', - TicketObj => \$TicketObj, Tickets => \$Tickets, ARGSRef => \%ARGS); - my $attachments = $m->comp('Elements/FindAttachments', Ticket => $TicketObj, Tickets => $Tickets); my $attachment_content = $m->comp('Elements/LoadTextAttachments', Ticket => $TicketObj); === html/Ticket/Display.html ================================================================== From HelmuthRamirez at compupay.com Tue Jul 25 15:18:58 2006 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Tue, 25 Jul 2006 15:18:58 -0400 Subject: [rt-users] Auto-create RT-only users when using LDAP? Message-ID: <7314881427FC8A4081673E8CEEA7924902260323@EXMIAMI01.compupay.com> I 'think' this may be what you're looking for. This came from the Overlay settings in my RT_SiteConfig file # Should we create accounts for users who aren't in LDAP? Set($LdapAutoCreateNonLdapUsers, 0); Mine is 0 since all our users 'should' be internal -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kyle Barger Sent: Tuesday, July 25, 2006 2:00 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Auto-create RT-only users when using LDAP? I wonder if anybody has any advice about user account arrangements for our new (but not in production) RT 3.6.0 (running on Fedora Core 4). In a nutshell, we want folks who have accounts in our existing OpenLDAP tree to be able to have their RT accounts auto-created based on LDAP information when they send an email to RT or log in via SelfService. This much is working fine, with LdapUserLocalOverlay. However, we also need to be able to take questions (primarily via email; I'm not that concerned about web access) from people who are not students or employees. We don't want to give these people credentials in our LDAP system--ideally RT would auto-create accounts for them just as if there were no LDAP at work. As it is now they get an email back saying an account couldn't be created for them. Is there an easy way to set this up? Or any suggestions for other ways to handle this situation? Thanks. -- Kyle Barger Director of Information Services The Lutheran Theological Seminary at Philadelphia For assistance with computer, phone, or network issues at LTSP: http://www.ltsp.edu/helpdesk _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From mikef at ack.Berkeley.EDU Tue Jul 25 15:53:23 2006 From: mikef at ack.Berkeley.EDU (Mike Friedman) Date: Tue, 25 Jul 2006 12:53:23 -0700 (PDT) Subject: [rt-users] Bad Directory structure in Linux RPM installation of RT 3.4.5 Message-ID: <20060725123029.F71718@malcolm.berkeley.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I'm new to Linux, so I may be overlooking something obvious. I've been supporting our RT (3.4.2) instance on FreeBSD for several months. Now I'm going to be responsible as well for RT in a Linux environment. A colleague recently set up a Linux Fedora FC5 box and installed RT 3.4.5 via 'yum', out of the box. I'm now trying to configure it and apply a few mods and customizations that I did on my FreeBSD RT 3.4.2. But what I've noticed is that the file structure of the RT web tree is not right! RT was installed into /var/www/rt3. But under that directory, instead of /var, /share, /sbin, /local, /lib, /bin and /etc, all I find is the root web directory, e.g., l, index.html, autohandler, /User, /Tools, /Ticket, /SelfService, /Search, /REST, /NoAuth, /Elements, /Download, /Approvals, /Admin and /Callbacks. So, for one thing, I have no way to apply mods or customizations as there's no /local subdirectory. The person who did the install says he ran it out of the box, using 'yum'. He didn't specify any changes to the install locations. Could someone who is running RT on Linux (especially if it's Fedora) give me at least a hint of what's going on? Meanwhile, I've got RT running, but I'm very limited in what I can do with it as far as customization. I was able to install Jesse's BrandedQueues extension; somehow that install was able to find the top-level location of the RT web stuff. But where is the rest of the RT tree? BTW: the RT config files were installed in /etc/rt3 and I am able to customize RT_SiteConfig.pm. Also, the supplied rt scripts (rt-setup-database, rt-mailgate, rt-dump-database, rt-crontool and rtacct) were installed into /usr/sbin (not under an rt3 directory at all). This RT instance is intended as a prototype and is needed right now by one small set of users. But in the near future I'll be doing a fresh install on a new Linux system, so whatever I can learn from you now could be of great value when I get to start over from scratch. Any help will be appreciated. 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://socrates.berkeley.edu/~mikef http://security.berkeley.edu _________________________________________________________________________ -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQA/AwUBRMZ2tq0bf1iNr4mCEQJIdgCgtxUw3IQLZxcHLfHMK4L71I6tGpsAoOEu EpMBcM91UU5/1nFpDqPkFyxv =jAtO -----END PGP SIGNATURE----- From todd at chaka.net Tue Jul 25 16:10:24 2006 From: todd at chaka.net (Todd Chapman) Date: Tue, 25 Jul 2006 16:10:24 -0400 Subject: [rt-users] RT 3.6 Date fields for Create.html are not sticky Message-ID: <20060725201024.GR27296@chaka.net> Patch attached. Also, ShowTime is not currently used but since time is currently shown, then the default should be true. :) -Todd -------------- next part -------------- --- html/Elements/SelectDate (revision 8005) +++ html/Elements/SelectDate (local) @@ -46,7 +46,7 @@ - + <%init> unless ((defined $Default) or ($current <= 0)) { @@ -56,6 +56,7 @@ $year+1900,$mon+1,$mday, $hour,$min); } +$Value = $Value || $Default; unless ($Name) { $Name = $menu_prefix. "_Date"; @@ -64,10 +65,11 @@ <%args> -$ShowTime => undef +$ShowTime => 1 $menu_prefix=>'' $current=>time $Default => '' +$Value => '' $Name => undef $Size => 16 === html/Elements/SelectDate ================================================================== From eric.valor at daimlerchrysler.com Tue Jul 25 16:28:36 2006 From: eric.valor at daimlerchrysler.com (eric.valor at daimlerchrysler.com) Date: Tue, 25 Jul 2006 13:28:36 -0700 Subject: [rt-users] Auto-create RT-only users when using LDAP? In-Reply-To: <20060725182739.724E84D81FF@diesel.bestpractical.com> Message-ID: Kyle: You need these settings in RT_SiteConfig.pm: ### What auth methods do you like and in what order? Set($AuthMethods, ['LDAP', 'Internal']); # Should we create accounts for users who aren't in LDAP? Set($LdapAutoCreateNonLdapUsers, 1); -- Eric N. Valor Information Technology Manager DaimlerChrysler Research & Technology North America, Inc. eric.valor at daimlerchrysler.com 1510 Page Mill Road, Palo Alto, CA 94304 CIMS 931-00-00 650-845-2536 : This Space Intentionally Left Blank : I wonder if anybody has any advice about user account arrangements for our new (but not in production) RT 3.6.0 (running on Fedora Core 4). In a nutshell, we want folks who have accounts in our existing OpenLDAP tree to be able to have their RT accounts auto-created based on LDAP information when they send an email to RT or log in via SelfService. This much is working fine, with LdapUserLocalOverlay. However, we also need to be able to take questions (primarily via email; I'm not that concerned about web access) from people who are not students or employees. We don't want to give these people credentials in our LDAP system--ideally RT would auto-create accounts for them just as if there were no LDAP at work. As it is now they get an email back saying an account couldn't be created for them. Is there an easy way to set this up? Or any suggestions for other ways to handle this situation? Thanks. -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Tue Jul 25 16:37:51 2006 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 25 Jul 2006 13:37:51 -0700 Subject: [rt-users] unable to open tickets via email In-Reply-To: References: Message-ID: <44C6811F.7020309@lbl.gov> Rick, Check your "SeeOutgoingEmail" privileges at the Global and Queue level to see what your allowing. Also, the "watch" right. You have to decide if you want "everyone", "privileged", "unprivileged" or limited to users and groups at the Queue level. Kenn LBNL Rick Garland wrote: > Hi all: > > RT 3.4.5 on RedHat EL4 > Using sendmail 8.13 as the MTA > > Wanting to send email to 'rt' to open ticket. Got the groups and rights > OK but the inbound mail hangs in the queue. > (Deferred: prog mailer (/bin/sh) exited with EX_TEMPFAIL) > "|/opt/rt3/bin/rt-mailgate > --queue gen > The full entry in the /etc/aliases is > rt: "|/opt/rt3/bin/rt-mailgate --queue general --action > correspond --url http://localhost/" > > The searches I find deal mostly with procmail - but we are not using > procmail. > > Thanks > > Rick Garland > UNIX System Administrator > > Evolving Systems, Inc > 9777 Mount Pyramid Court > Suite 100 > Englewood, CO 80112 > > phone: 303-802-2580 > cell: 720-210-4691 > rick.garland at evolving.com > > > This e-mail and any attachments may be confidential and/or legally > privileged. If you have received this e-mail and you are not a named > addressee, please inform Evolving Systems TIS at tis at evolving.com and > then delete the e-mail from your system. If you are not a named > addressee you must not use, disclose, distribute, copy, print or rely on > this e-mail. To ensure regulatory compliance and for the protection of > our clients and business, Evolving Systems may monitor and read e-mails > sent to and from its servers. Although Evolving Systems routinely > screens for viruses, addressees should scan this e-mail and any > attachments for viruses. Evolving Systems makes no representation or > warranty as to the absence of viruses in this e-mail or any attachments. > > Registered Office: 9777 Pyramid Ct Suite 100, Englewood, CO 80112 > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From KFCrocker at lbl.gov Tue Jul 25 16:38:46 2006 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 25 Jul 2006 13:38:46 -0700 Subject: [rt-users] unable to open tickets via email In-Reply-To: References: Message-ID: <44C68156.2070509@lbl.gov> OPPS! meant that for another e_mail Sorry. Cursor moved when I clicked it. Rick Garland wrote: > Hi all: > > RT 3.4.5 on RedHat EL4 > Using sendmail 8.13 as the MTA > > Wanting to send email to 'rt' to open ticket. Got the groups and rights > OK but the inbound mail hangs in the queue. > (Deferred: prog mailer (/bin/sh) exited with EX_TEMPFAIL) > "|/opt/rt3/bin/rt-mailgate > --queue gen > The full entry in the /etc/aliases is > rt: "|/opt/rt3/bin/rt-mailgate --queue general --action > correspond --url http://localhost/" > > The searches I find deal mostly with procmail - but we are not using > procmail. > > Thanks > > Rick Garland > UNIX System Administrator > > Evolving Systems, Inc > 9777 Mount Pyramid Court > Suite 100 > Englewood, CO 80112 > > phone: 303-802-2580 > cell: 720-210-4691 > rick.garland at evolving.com > > > This e-mail and any attachments may be confidential and/or legally > privileged. If you have received this e-mail and you are not a named > addressee, please inform Evolving Systems TIS at tis at evolving.com and > then delete the e-mail from your system. If you are not a named > addressee you must not use, disclose, distribute, copy, print or rely on > this e-mail. To ensure regulatory compliance and for the protection of > our clients and business, Evolving Systems may monitor and read e-mails > sent to and from its servers. Although Evolving Systems routinely > screens for viruses, addressees should scan this e-mail and any > attachments for viruses. Evolving Systems makes no representation or > warranty as to the absence of viruses in this e-mail or any attachments. > > Registered Office: 9777 Pyramid Ct Suite 100, Englewood, CO 80112 > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From KFCrocker at lbl.gov Tue Jul 25 16:39:33 2006 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 25 Jul 2006 13:39:33 -0700 Subject: [rt-users] email addresses in the cc field do not receive emails related to the ticket In-Reply-To: <000601c6b015$7f550d40$800101df@bhcs.local> References: <000601c6b015$7f550d40$800101df@bhcs.local> Message-ID: <44C68185.3010904@lbl.gov> Ben, Check your "SeeOutgoingEmail" privileges at the Global and Queue level to see what your allowing. Also, the "watch" right. You have to decide if you want "everyone", "privileged", "unprivileged" or limited to users and groups at the Queue level. Kenn LBNL Ben McLendon wrote: > We are running a new install of RT 3.4.5 on Redhat ES4. > > When creating a ticket and entering a recipient in the cc field, the > named recipient does not receive a copy of the ticket. > > > > > > *Ben McLendon, MCP* > > Director, Information Technology > > > > benm at barneshc.com > > www.barneshc.com > > > > > > > > *Barnes Health Care Services* > > 200 South Patterson Street > > Valdosta, GA 31601 > > > > Telephone: > > > > 229-245-6039 Ext. 1111 > > Fax: > > > > 229-245-6005 > > Cell: > > > > 229-560-0322 > > CONFIDENTIALITY NOTICE: This e-mail and any files transmitted with it > are confidential and are intended solely for the use of the individual > or entity to which they are addressed. This communication may also > contain material protected and governed by the Health Insurance > Portability and Accountability Act (HIPAA). If you are not the intended > recipient of this e-mail and the information it contains or if you are > not the employee or agent responsible for delivering this e-mail and the > information it contains to the intended recipient, be advised that you > have received this e-mail in error and that any use, dissemination, > forwarding, printing, or copying of this e-mail is strictly prohibited. > If you have received this e-mail in error, please contact the sender of > this message. > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From smithj4 at bnl.gov Tue Jul 25 16:11:15 2006 From: smithj4 at bnl.gov (Jason A. Smith) Date: Tue, 25 Jul 2006 16:11:15 -0400 Subject: [rt-users] email addresses in the cc field do not receive emails related to the ticket In-Reply-To: <000601c6b015$7f550d40$800101df@bhcs.local> References: <000601c6b015$7f550d40$800101df@bhcs.local> Message-ID: <1153858275.952.21.camel@jason.acf.bnl.gov> On Tue, 2006-07-25 at 14:09 -0400, Ben McLendon wrote: > We are running a new install of RT 3.4.5 on Redhat ES4. > > When creating a ticket and entering a recipient in the cc field, the > named recipient does not receive a copy of the ticket. Hi Ben, I think what you are looking for is the ParseNewMessageForTicketCcs config option in the RT_SiteConfig.pm file. Be sure to read the warning carefully and also set the RTAddressRegexp variable. Note, this only works for Cc's on emails that create new tickets, not for Cc's on followups to existing tickets. We needed Cc's on emails that both create new tickets and followup to existing tickets to be added as watchers to the ticket, so I patched (see attachment) the code and added a comparable config option called: ParseFollowupMessageForTicketCcs I have seen similar questions come up in the past after searching through the RT list archives. Are there any other RT users that would find this useful? Maybe something similar to this patch can be added to the main RT distribution. ~Jason -- /------------------------------------------------------------------\ | Jason A. Smith Email: smithj4 at bnl.gov | | Atlas Computing Facility, Bldg. 510M Phone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \------------------------------------------------------------------/ -------------- next part -------------- A non-text attachment was scrubbed... Name: rt-add-ticket-ccs-on-followups.patch Type: text/x-patch Size: 1237 bytes Desc: not available URL: From mikef at ack.Berkeley.EDU Tue Jul 25 17:48:45 2006 From: mikef at ack.Berkeley.EDU (Mike Friedman) Date: Tue, 25 Jul 2006 14:48:45 -0700 (PDT) Subject: [rt-users] Bad Directory structure in Linux RPM installation of RT 3.4.5 In-Reply-To: <44C67F35.7000500@uwaterloo.ca> References: <20060725123029.F71718@malcolm.berkeley.edu> <44C67F35.7000500@uwaterloo.ca> Message-ID: <20060725143814.J71718@malcolm.berkeley.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On Tue, 25 Jul 2006 at 16:29 (-0400), Jeff Voskamp wrote: > All crucial paths are mentioned in > /usr/lib/perl5/vendor_perl/5.8.6/RT.pm starting around line 70. All the > perl libraries are anchored at /usr/lib/perl5/vendor_perl/5.8.6/RT Jeff, But my system has several versions of perl in /usr/lib/perl5/vendor_perl. RT is installed in 5.8.7, but the default version (what I get when I enter 'perl -v') is actually 5.8.8. I looked in /usr/lib/perl5/vendor_perl/5.8.8/RT.pm. Several paths are mentioned, but most of them are either empty or don't even exist. For example, /var/lib/rt3 has nothing in it. And /usr/local/etc/rt3 doesn't exist. In fact, when I installed Jesse's BrandedQueues extension, it created /usr/local/lib/rt3/lib/RT/Extension, because /usr/local/lib/rt3 otherwise didn't exist or was empty. So, how do I customize RT? That is, what is the scheme I'm supposed to use to cause proper overriding without actually modifying or replacing files from the original RT distribution? 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://socrates.berkeley.edu/~mikef http://security.berkeley.edu _________________________________________________________________________ -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQA/AwUBRMaRwK0bf1iNr4mCEQKxlgCg6bDKZO9WtU5xEL2Fgl9xO11UqvEAni2/ l7haEeXo2nBWcKbd83kf7STb =FXit -----END PGP SIGNATURE----- From smahan at smwm.com Tue Jul 25 19:11:10 2006 From: smahan at smwm.com (Sean W. Mahan) Date: Tue, 25 Jul 2006 16:11:10 -0700 Subject: [rt-users] RT 3.6 Internet Explorer window resize crashes browser Message-ID: Weirdnesses-of-weird, the same thing was happening to me. I pulled out the HTML comment from the beginning of the autohandler/Auth file (""), though, and that fixed it. When left in there, the comment is the first bit of HTML sent - before the doctype declaration. A desperation move that worked, pleasantly enough, but does anyone understand why this would break IE? -Sean ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Helmuth Ramirez Sent: Tuesday, July 18, 2006 9:17 AM To: John Parker; rt-users at lists.bestpractical.com Subject: RE: [rt-users] RT 3.6 Internet Explorer window resize crashes browser Yup, that did it, I moved the Auth file to a different place, restarted Apache, and formatting is back to normal within IE and I can resize the window without issue......soooooo how do we make the Auth file work? I'll help with whatever I can, unfortunately I'm not much of a coder :( From: John Parker [mailto:johnp at fmgsupport.com] Sent: Tuesday, July 18, 2006 11:58 AM To: Helmuth Ramirez; rt-users at lists.bestpractical.com Subject: RE: [rt-users] RT 3.6 Internet Explorer window resize crashes browser I have seen this I think: It was when I added one of the LDAP overlays - /path/to/rt/local/html/Callbacks/LDAP/autohandler/Auth IE was worst affected. I took that out again as I needed the server running sharpish and haven't had time to retest to try and work out what was going on, but I would check anything you have added into RT that is not in the 3.6 distribution. Regards John From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Helmuth Ramirez Sent: 18 July 2006 15:15 To: rt-users at lists.bestpractical.com Subject: RE: [rt-users] RT 3.6 Internet Explorer window resize crashes browser Just to add a couple of other things about this. The login screen in Internet Explorer isn't centered, its off to the left. Once logged in, the text, bars, boxes, are noticeably larger than in Firefox (the boxes start to overlap each other). From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Helmuth Ramirez Sent: Tuesday, July 18, 2006 8:59 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] RT 3.6 Internet Explorer window resize crashes browser I'm having the EXACT issue mentioned here. My backend is Debian Sarge with MySql running RT3.6. Just in case I didn't send my e-mail in correctly, here is the original e-mail I am referring to: ******************************* Hello Recently upgraded to RT 3.6 from RT3.4. Running on BSD5.4 with Mysql Site works fine in Mozilla. When a user using Internet Explorer logs into RT and then resizes the window, the browser instance becomes unresponsive and must be shut down. If I resize the login page, this does not happen. Message shows up at bottom of browser saying 4 items remaining and that it is Downloading picture cb.gif or ct.gif from the server. This flickers for a few moments and then stops.. While this is occurring, the server itself becomes unresponsive. If I go to another browser and attempt to login to the site, I get a timeout error. Ssh client still works. The debug.log and the apache logs do not show any activity while this is occurring. The at a glance page formatting is not showing up correctly. The reminders and quick search boxes are on top of the 10 highest priority tickets I own and 10 newest tickets. Problem occurs on version 6.0.2900.2180 sp2 and 6.0.2800.1106 sp1 versions of Internet Explorer. Have not tried others. Thanks for any responses. Steve Hache ************************************************************************ ********************** We have taken all reasonable precautions to ensure that no viruses are transmitted from FMG Support to any third party. FMG Support accept no responsibility for any damage or loss resulting directly or indirectly from the use of this e-mail or its contents. This e-mail and any files transmitted with it are confidential and solely for the use of the addressee. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on this e-mail, is prohibited and may be unlawful. Opinions expressed in this e-mail are those of the individual and not those of the Company unless specifically indicated to that effect. If you have received this e-mail in error please inform us and delete it from your mailbox and/or any other storage mechanism. FMG Support Ltd T:0870 830 3830 mailto:support at fmgsupport.com. ************************************************************************ ********************** Sean W. Mahan Network Administrator smahan at smwm.com SMWM 989 Market Street, 3rd Floor San Francisco, CA 94103 415.882.3092 D 415.882.7098 F www.smwm.com This e-mail is intended only for use and/or review of the individual or entity to whom it is addressed and may be for a limited purpose and/or confidential and/or privileged communication protected by law. Any unauthorized use, dissemination, distribution, disclosure or copying is strictly prohibited. If you have received this communication in error, please notify us immediately by return e-mail and kindly delete this message from your system. Thank you in advance for your cooperation. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Tue Jul 25 19:16:51 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 25 Jul 2006 19:16:51 -0400 Subject: [rt-users] RT 3.6 Internet Explorer window resize crashes browser In-Reply-To: References: Message-ID: <20060725231651.GR20065@bestpractical.com> I think I do. It changes whether IE is in "quirks" mode or not. Hm. On Tue, Jul 25, 2006 at 04:11:10PM -0700, Sean W. Mahan wrote: > Weirdnesses-of-weird, the same thing was happening to me. I pulled out > the HTML comment from the beginning of the autohandler/Auth file (""), though, and that fixed it. When > left in there, the comment is the first bit of HTML sent - before the > doctype declaration. A desperation move that worked, pleasantly enough, > but does anyone understand why this would break IE? > > -Sean > > ________________________________ > > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Helmuth > Ramirez > Sent: Tuesday, July 18, 2006 9:17 AM > To: John Parker; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] RT 3.6 Internet Explorer window resize crashes > browser > > > > Yup, that did it, I moved the Auth file to a different place, restarted > Apache, and formatting is back to normal within IE and I can resize the > window without issue......soooooo how do we make the Auth file work? > I'll help with whatever I can, unfortunately I'm not much of a coder :( > > > From: John Parker [mailto:johnp at fmgsupport.com] > Sent: Tuesday, July 18, 2006 11:58 AM > To: Helmuth Ramirez; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] RT 3.6 Internet Explorer window resize crashes > browser > > I have seen this I think: It was when I added one of the LDAP overlays - > /path/to/rt/local/html/Callbacks/LDAP/autohandler/Auth IE was worst > affected. > > I took that out again as I needed the server running sharpish and > haven't had time to retest to try and work out what was going on, but I > would check anything you have added into RT that is not in the 3.6 > distribution. > > Regards > > John > > > > > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Helmuth > Ramirez > Sent: 18 July 2006 15:15 > To: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] RT 3.6 Internet Explorer window resize crashes > browser > > Just to add a couple of other things about this. The login screen in > Internet Explorer isn't centered, its off to the left. Once logged in, > the text, bars, boxes, are noticeably larger than in Firefox (the boxes > start to overlap each other). > > > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Helmuth > Ramirez > Sent: Tuesday, July 18, 2006 8:59 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] RT 3.6 Internet Explorer window resize crashes > browser > > I'm having the EXACT issue mentioned here. My backend is Debian Sarge > with MySql running RT3.6. > > Just in case I didn't send my e-mail in correctly, here is the original > e-mail I am referring to: > > ******************************* > > Hello > > Recently upgraded to RT 3.6 from RT3.4. > Running on BSD5.4 with Mysql > > Site works fine in Mozilla. > > When a user using Internet Explorer logs into RT and then resizes the > window, the browser instance becomes unresponsive and must be shut down. > If I resize the login page, this does not happen. > Message shows up at bottom of browser saying 4 items remaining and that > it is Downloading picture cb.gif or ct.gif from the server. This > flickers for a few moments and then stops.. > While this is occurring, the server itself becomes unresponsive. If I go > to another browser and attempt to login to the site, I get a timeout > error. Ssh client still works. > > The debug.log and the apache logs do not show any activity while this is > occurring. > > The at a glance page formatting is not showing up correctly. The > reminders and quick search boxes are on top of the 10 highest priority > tickets I own and 10 newest tickets. > > Problem occurs on version 6.0.2900.2180 sp2 and 6.0.2800.1106 sp1 > versions of Internet Explorer. Have not tried others. > > Thanks for any responses. > > Steve Hache > > > > ************************************************************************ > ********************** > > We have taken all reasonable precautions to ensure that no viruses are > transmitted from FMG Support to any third party. FMG Support accept no > responsibility for any damage or loss resulting directly or indirectly > from the use of this e-mail or its contents. > > > > This e-mail and any files transmitted with it are confidential and > solely for the use of the addressee. If you are not the intended > recipient, any disclosure, copying, distribution or any action taken or > omitted to be taken in reliance on this e-mail, is prohibited and may be > unlawful. Opinions expressed in this e-mail are those of the individual > and not those of the Company unless specifically indicated to that > effect. > > > > If you have received this e-mail in error please inform us and delete it > from your mailbox and/or any other storage mechanism. > > > > FMG Support Ltd T:0870 830 3830 mailto:support at fmgsupport.com. > > > > ************************************************************************ > ********************** > > > > > > Sean W. Mahan > Network Administrator > smahan at smwm.com > > SMWM > 989 Market Street, 3rd Floor > San Francisco, CA 94103 > 415.882.3092 D > 415.882.7098 F > www.smwm.com > > > This e-mail is intended only for use and/or review of the > individual or entity to whom it is addressed and may be > for a limited purpose and/or confidential and/or privileged > communication protected by law. Any unauthorized use, > dissemination, distribution, disclosure or copying is strictly > prohibited. If you have received this communication in > error, please notify us immediately by return e-mail and > kindly delete this message from your system. Thank you in > advance for your cooperation. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html -- From rueben at sharpabt.com.au Tue Jul 25 20:01:41 2006 From: rueben at sharpabt.com.au (Rueben) Date: Wed, 26 Jul 2006 10:01:41 +1000 Subject: [rt-users] repeating email request... Message-ID: <20060726100141.7753f309.rueben@sharpabt.com.au> Greetings, I am using version 3.4.2 of Request Tracker and the system has been running fine for that last 6 months. 2 days ago one of our end-users sent an email request to our helpdesk and it keeps repeating even after we resolved the ticket. I have has to stop the mta to keep it from sending the email I have looked through the archives and and have not found any reference to this problem except 1 and it stated to resolve the ticket and it fixed their problem.. I really would like to open my hepdesk back up but I do not have any idea where to start to troubleshoot this problem. ANY HELP WOULD BE DEEPLY APRECIATED! Thanks, Rueben From travis at slac.stanford.edu Tue Jul 25 20:14:02 2006 From: travis at slac.stanford.edu (Brooks, Travis C.) Date: Tue, 25 Jul 2006 17:14:02 -0700 (PDT) Subject: [rt-users] repeating email request... In-Reply-To: <20060726100141.7753f309.rueben@sharpabt.com.au> References: <20060726100141.7753f309.rueben@sharpabt.com.au> Message-ID: Look in the mail headers of the message-it is possible that the user account has an autoresponder that is replying to RT, re-opening the ticket each time you send mail that you have closed the ticket. In my procmail configuration I have: *!^From:.*remedy *!^X-Loop: autoreply *!^X-RT-Loop-Prevention: SLAC-TIS *!^Subject: Out of Office AutoReply: Which prevents common looping mails from going to RT, if you aren't using procmail, I'm not sure how to remove these things, but you want to do something similar...if that's the cause of your problem. Of course, it might be something totally different, that's just the first thing I thought of. Good luck, Travis Travis C. Brooks SPIRES Scientific Databases Manager Stanford Linear Accelerator Center http://www.slac.stanford.edu/spires On Wed, 26 Jul 2006, Rueben wrote: > Greetings, > I am using version 3.4.2 of Request Tracker and the system has been running fine for that last 6 months. 2 days ago one of our end-users sent an email request to our helpdesk and it keeps repeating even after we resolved the ticket. I have has to stop the mta to keep it from sending the email I have looked through the archives and and have not found any reference to this problem except 1 and it stated to resolve the ticket and it fixed their problem.. I really would like to open my hepdesk back up but I do not have any idea where to start to troubleshoot this problem. ANY HELP WOULD BE DEEPLY APRECIATED! > > Thanks, > Rueben > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > From ocraig at stillsecure.com Tue Jul 25 20:19:08 2006 From: ocraig at stillsecure.com (Ole Craig) Date: Tue, 25 Jul 2006 18:19:08 -0600 Subject: [rt-users] repeating email request... In-Reply-To: <20060726100141.7753f309.rueben@sharpabt.com.au> References: <20060726100141.7753f309.rueben@sharpabt.com.au> Message-ID: <1153873148.16591.44.camel@hex.latis.com> Rueben - It's unclear from your post where exactly the email is repeating. Is it a new email each time, generated by RT, with different headers but identical information? If so, does it show up in the history display of the ticket ("outgoing email recorded")? Is anything recorded for this ticket in the RT logfile? ("$LogDir/$LogToFileNamed" where those values are interpolated by RT_SiteConfig.pm) On Wed, 2006-07-26 at 10:01 +1000, Rueben wrote: > Greetings, > I am using version 3.4.2 of Request Tracker and the system has been running fine for that last 6 months. 2 days ago one of our end-users sent an email request to our helpdesk and it keeps repeating even after we resolved the ticket. I have has to stop the mta to keep it from sending the email I have looked through the archives and and have not found any reference to this problem except 1 and it stated to resolve the ticket and it fixed their problem.. I really would like to open my hepdesk back up but I do not have any idea where to start to troubleshoot this problem. ANY HELP WOULD BE DEEPLY APRECIATED! > > Thanks, > Rueben > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html -- /Ole Craig Security Engineer 303-381-3802 (main support hotline) 303-381-3824 (my direct line) 303-381-3801 (fax) www.stillsecure.com . . . From rueben at sharpabt.com.au Tue Jul 25 20:50:30 2006 From: rueben at sharpabt.com.au (Rueben) Date: Wed, 26 Jul 2006 10:50:30 +1000 Subject: [rt-users] repeating email request... In-Reply-To: <1153873148.16591.44.camel@hex.latis.com> References: <20060726100141.7753f309.rueben@sharpabt.com.au> <1153873148.16591.44.camel@hex.latis.com> Message-ID: <44C6BC56.5020503@sharpabt.com.au> An HTML attachment was scrubbed... URL: From mcoakley at managedbusiness.com Tue Jul 25 21:03:28 2006 From: mcoakley at managedbusiness.com (Mike Coakley) Date: Tue, 25 Jul 2006 21:03:28 -0400 Subject: [rt-users] unable to open tickets via email In-Reply-To: Message-ID: Rick, I had this error also when setting up the mailgate. It is a documented error in the sendmail mailing lists (and online docs I believe). Basically it deals with the security settings in sendmail when running the sendmail smrsh program to call an external program. This program smrsh (see man smrsh) runs command for sendmail in a restricted shell, more specifically by default from a single directory ? default is /etc/smrsh. My solution was to move the rt-mailgate program to the /etc/smrsh directory and ensure that the user running the sendmail system owns the rt-mailgate program. Works for me. Thanks, -- Mike Coakley Managed Business http://www.managedbusiness.com http://my.managedbusiness.com Voice - 973-252-0770 x2100 Fax - 973-252-1797 From: Rick Garland Date: Tue, 25 Jul 2006 13:07:26 -0600 To: Conversation: unable to open tickets via email Subject: [rt-users] unable to open tickets via email Hi all: RT 3.4.5 on RedHat EL4 Using sendmail 8.13 as the MTA Wanting to send email to 'rt' to open ticket. Got the groups and rights OK but the inbound mail hangs in the queue. (Deferred: prog mailer (/bin/sh) exited with EX_TEMPFAIL) "|/opt/rt3/bin/rt-mailgate --queue gen The full entry in the /etc/aliases is rt: "|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url http://localhost/" The searches I find deal mostly with procmail - but we are not using procmail. Thanks Rick Garland UNIX System Administrator Evolving Systems, Inc 9777 Mount Pyramid Court Suite 100 Englewood, CO 80112 phone: 303-802-2580 cell: 720-210-4691 rick.garland at evolving.com This e-mail and any attachments may be confidential and/or legally privileged. If you have received this e-mail and you are not a named addressee, please inform Evolving Systems TIS at tis at evolving.com and then delete the e-mail from your system. If you are not a named addressee you must not use, disclose, distribute, copy, print or rely on this e-mail. To ensure regulatory compliance and for the protection of our clients and business, Evolving Systems may monitor and read e-mails sent to and from its servers. Although Evolving Systems routinely screens for viruses, addressees should scan this e-mail and any attachments for viruses. Evolving Systems makes no representation or warranty as to the absence of viruses in this e-mail or any attachments. Registered Office: 9777 Pyramid Ct Suite 100, Englewood, CO 80112 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html -------------- next part -------------- An HTML attachment was scrubbed... URL: From jokermjs19 at comcast.net Tue Jul 25 22:14:45 2006 From: jokermjs19 at comcast.net (Mathew Snyder) Date: Tue, 25 Jul 2006 22:14:45 -0400 Subject: [rt-users] default refresh rate Message-ID: <44C6D015.5000303@comcast.net> Where do I change the default refresh rate from "Don't refresh this page" to any of the other options? Mathew Snyder From ran.chen at net263.com Tue Jul 25 22:19:14 2006 From: ran.chen at net263.com (=?UTF-8?B?6ZmI54S2?=) Date: Wed, 26 Jul 2006 10:19:14 +0800 Subject: [rt-users] default refresh rate References: <44C6D015.5000303@comcast.net> Message-ID: <007d01c6b059$e41531d0$1cc6a8c0@CCF068A4B0192D> At the right side of the Home page. ----- Original Message ----- From: "Mathew Snyder" To: Sent: Wednesday, July 26, 2006 10:14 AM Subject: [rt-users] default refresh rate > Where do I change the default refresh rate from "Don't refresh this > page" to any of the other options? > > Mathew Snyder > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > From jokermjs19 at comcast.net Tue Jul 25 22:23:59 2006 From: jokermjs19 at comcast.net (Mathew Snyder) Date: Tue, 25 Jul 2006 22:23:59 -0400 Subject: [rt-users] default refresh rate In-Reply-To: <007d01c6b059$e41531d0$1cc6a8c0@CCF068A4B0192D> References: <44C6D015.5000303@comcast.net> <007d01c6b059$e41531d0$1cc6a8c0@CCF068A4B0192D> Message-ID: <44C6D23F.4010402@comcast.net> Let me clarify: Where in the code do I set the refresh rate to default to anything other than "Don't refresh this page" so that whenever a user logs in, it is already set and no manual interaction is needed. Thanks, Mathew Snyder ?? wrote: > At the right side of the Home page. > > ----- Original Message ----- > From: "Mathew Snyder" > To: > Sent: Wednesday, July 26, 2006 10:14 AM > Subject: [rt-users] default refresh rate > > >> Where do I change the default refresh rate from "Don't refresh this >> page" to any of the other options? >> >> Mathew Snyder >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html >> -- If we don't protect freedom of speech, how will we know who the assholes are? From alien at 12inch.com Tue Jul 25 22:22:52 2006 From: alien at 12inch.com (Alan Premselaar) Date: Wed, 26 Jul 2006 11:22:52 +0900 Subject: [rt-users] unable to open tickets via email In-Reply-To: References: Message-ID: <44C6D1FC.4090901@12inch.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Rick Garland wrote: > Hi all: > > RT 3.4.5 on RedHat EL4 > Using sendmail 8.13 as the MTA > > Wanting to send email to 'rt' to open ticket. Got the groups and rights > OK but the inbound mail hangs in the queue. > (Deferred: prog mailer (/bin/sh) exited with EX_TEMPFAIL) > "|/opt/rt3/bin/rt-mailgate > --queue gen > The full entry in the /etc/aliases is > rt: "|/opt/rt3/bin/rt-mailgate --queue general --action > correspond --url http://localhost/" > > The searches I find deal mostly with procmail - but we are not using > procmail. > > Thanks > > Rick Garland > UNIX System Administrator Rick, what does your /var/log/maillog show for these failures? did you create a symlink for /opt/rt3/bin/rt-mailgate in your smrsh directory? (likely to be /etc/smrsh on a generic RH distro) Alan -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.1 (Darwin) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFExtH8E2gsBSKjZHQRAo4sAJ9OZzOznVZuRABpJke2YO+VD34nVwCfSAW5 So0WIT+lKxr1cSti1Qci5y0= =/4Iw -----END PGP SIGNATURE----- From dsmithson at activsupport.com Wed Jul 26 00:23:55 2006 From: dsmithson at activsupport.com (David Smithson) Date: Tue, 25 Jul 2006 21:23:55 -0700 Subject: [rt-users] Porting Data Message-ID: Hi list! I have successfully completed phase 1 of our data migration project. I thought I'd share my scripts with you all. They will not be useful out of the box since our current ticketing system is proprietary, and I have to admit that my programming skills are pretty weak and I was way too lazy to try and use the RT API ( in fact I don't think it would have worked ). I'm not sure if these are worthy of a wiki page, since they are so specific to our own migration. Nevertheless, here are my scripts. Let me know if you find them useful, primitive, sucky, whatever. I'm interested to know what looks useful and what you think could have been done in a more efficient way. Currently, users and queues import rather swiftly, then it takes about 15 hours to import 12000 tickets ( this is a very rough estimate, since I haven't actually imported all of the tickets yet. ) All of the scripts pull data from CSV files, exported from MS SQL. They all rely on DBI, DBD::CSV, and DBD::mysql. Since I'm dumb, I just used Excel to pull from the data source and saved to CSV. Before saving, I had to do some simple transformations on columns that relate to datetime fields. This one adds the users from the old system: ---- #!/usr/bin/perl -w use DBI; use strict; # MySQL config my $mysql_host='localhost'; my $mysql_user='user'; my $mysql_pass='pass'; my $mysql_data='rt3'; #MySQL connect my $mysql_dsn = "DBI:mysql:database=$mysql_data;host=$mysql_host;port=3306"; my $dbh = DBI->connect($mysql_dsn, $mysql_user, $mysql_pass); # CSV prep my $csv_dbh = DBI->connect(qq{DBI:CSV:csv_sep_char=\,}); $csv_dbh->{'csv_tables'}->{'users'} = { 'file' => '/dump/final/users.csv'}; my $users = $csv_dbh->prepare("SELECT id_User,FirstName,LastName,Email,CellPhone,Pager,DirectPhone,HomePhone,S treetAddress,City,State,ZipCode,UserName,InActiveYesNo FROM users"); $users->execute() or die "Cannot execute: " . $users->errstr(); # open (CSV, "/dump/client.csv"); my $sth_users = $dbh->prepare("INSERT INTO Users (id,Name,EmailAddress,RealName,Creator,Gecos,HomePhone,WorkPhone,MobileP hone,PagerPhone,Address1,City,State,Zip,LastUpdatedBy) VALUES (?,?,?,?,?,?,?,?,?,?,?,?,?,?,?)"); my $sth_principals = $dbh->prepare("INSERT INTO Principals (id,PrincipalType,ObjectId,Disabled) VALUES (?,?,?,?)"); my $sth_groups = $dbh->prepare("INSERT INTO Groups (id,Name,Description,Domain,Type,Instance) VALUES (?,?,?,?,?,?)"); my $sth_groupmembers =$dbh->prepare("INSERT INTO GroupMembers (GroupId,MemberId) VALUES (?,?)"); while(my $row = $users->fetchrow_hashref) { print "$row->{'UserName'}\n"; my $username; if($row->{'UserName'} eq '') { $username = "\L$row->{'FirstName'}.$row->{'LastName'}"; } else { $username = $row->{'UserName'} } $sth_users->execute($row->{'id_User'},$username,$row->{'Email'},$row->{' FirstName'}.$row->{'LastName'},'12',$username,$row->{'HomePhone'},$row-> {'DirectPhone'},$row->{'CellPhone'},$row->{'Pager'},$row->{'StreetAddres s'},$row->{'City'},$row->{'State'},$row->{'ZipCode'},'12'); $sth_principals->execute($row->{'id_User'},'User',$row->{'id_User'},$row ->{'InActiveYesNo'}); my $principal_group_id = int($row->{'id_User'})+1000; $sth_groups->execute($principal_group_id,'User '.$row->{'id_User'},'ACL equiv. for user '.$row->{'id_User'},'ACLEquivalence','UserEquiv',$row->{'id_User'}); $sth_principals->execute($principal_group_id,'Group',$principal_group_id ,$row->{'InActiveYesNo'}); $sth_groupmembers->execute($row->{'id_User'},$row->{'id_User'}); $sth_groupmembers->execute('3',$row->{'id_User'}); } $users->finish(); $csv_dbh->disconnect(); $sth_users->finish(); $sth_principals->finish(); $sth_groups->finish(); $sth_groupmembers->finish(); $dbh->disconnect(); ---- This one imports the "queues". ---- #!/usr/bin/perl -w use DBI; use strict; # MySQL config my $mysql_host='localhost'; my $mysql_user='user'; my $mysql_pass='pass'; my $mysql_data='rt3'; #MySQL connect my $mysql_dsn = "DBI:mysql:database=$mysql_data;host=$mysql_host;port=3306"; my $dbh = DBI->connect($mysql_dsn, $mysql_user, $mysql_pass); # CSV prep my $csv_dbh = DBI->connect(qq{DBI:CSV:csv_sep_char=\,}); $csv_dbh->{'csv_tables'}->{'clients'} = { 'file' => '/dump/final/client.csv'}; # $inactive = $csv_dbh->prepare("SELECT * FROM clients where InActiveYesNo=1"); my $active = $csv_dbh->prepare("SELECT id_Client,Name,InActiveYesNo FROM clients"); # $inactive->execute() or die "Cannot execute: " . $sth->errstr(); $active->execute() or die "Cannot execute: " . $active->errstr(); # open (CSV, "/dump/client.csv"); my $sth = $dbh->prepare("INSERT INTO Queues (id,Name,CorrespondAddress,CommentAddress,InitialPriority,FinalPriority, DefaultDueIn,Disabled) VALUES (?,?,?,?,?,?,?,?)"); while(my $row = $active->fetchrow_hashref) { # my ($id,$idownercompany,$name,$phone,$www,$email,$additionaldomainnames,$no tes,$ownercompanyyesno,$defaultuserinterfaceyesno,$iddefaultengineer,$in activeyesno) = split /,/; my $name = $row->{'Name'}; $name =~ s/,Inc\.|,|Inc|Inc\.//g; $name =~ s/\./ /g; $name =~ s/\(.*\)//g; $name =~ s/z-//g; my $address = $name; $address =~ s/\s+//g; $sth->execute($row->{'id_Client'},$name,"$address\@rt.activsupport.com", "comment-$address\@rt.activsupport.com",'1','100','1',$row->{'InActiveYe sNo'}); } $active->finish(); $csv_dbh->disconnect(); $sth->finish(); $dbh->disconnect(); ---- And finally, this one imports the tickets. ---- #!/usr/bin/perl -w use DBI; use strict; # MySQL config my $mysql_host='localhost'; my $mysql_user='rt_user'; my $mysql_pass='rt_pass'; my $mysql_data='rt3'; #MySQL connect my $mysql_dsn = "DBI:mysql:database=$mysql_data;host=$mysql_host;port=3306"; my $dbh = DBI->connect($mysql_dsn, $mysql_user, $mysql_pass); # CSV prep my $csv_dbh = DBI->connect(qq{DBI:CSV:csv_sep_char=\,}); $csv_dbh->{'csv_tables'}->{'task'} = { 'file' => '/dump/final/Task.csv'}; $csv_dbh->{'csv_tables'}->{'report'} = { 'file' => '/dump/final/report.csv'}; my $task = $csv_dbh->prepare("SELECT * FROM task"); my $report = $csv_dbh->prepare("SELECT id_Report,id_Client,id_User,TotalTime,ReportTime,ReportDate,ArrivalTime, DepartureTime,InternalNotes FROM report"); $task->execute() or die "Cannot execute: " . $task->errstr(); $report->execute() or die "Cannot execute: " . $report->errstr(); my $sth_tickets = $dbh->prepare("INSERT INTO Tickets (id,EffectiveId,Queue,Type,IssueStatement,Resolution,Owner,Subject,Initi alPriority,FinalPriority,Priority,TimeEstimated,TimeWorked,Status,TimeLe ft,Creator,Started,Created,Due,Resolved,LastUpdatedBy,LastUpdated,Disabl ed) VALUES (?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?)"); my $sth_transactions = $dbh->prepare("INSERT INTO Transactions (id,ObjectType,ObjectId,TimeTaken,Type,Creator,Created) VALUES (?,?,?,?,?,?,?)"); my $sth_attachments = $dbh->prepare("INSERT INTO Attachments (TransactionId,Parent,ContentType,ContentEncoding,Content,Creator,Create d) VALUES (?,?,?,?,?,?,?)"); while(my $row = $report->fetchrow_hashref) { print "$row->{'id_Report'}\n"; my @time_started = $dbh->selectrow_array("SELECT CONVERT_TZ('$row->{'ReportDate'} $row->{'ArrivalTime'}','America/Los_Angeles','GMT')"); my @time_created = $dbh->selectrow_array("SELECT CONVERT_TZ('$row->{'ReportTime'}','America/Los_Angeles','GMT')"); my @time_resolved = $dbh->selectrow_array("SELECT CONVERT_TZ('$row->{'ReportDate'} $row->{'DepartureTime'}','America/Los_Angeles','GMT')"); my $total_time = int($row->{'TotalTime'})*60; $sth_tickets->execute($row->{'id_Report'},$row->{'id_Report'},$row->{'id _Client'},'ticket','0','0',$row->{'id_User'},"ND Report # $row->{'id_Report'}",'1','100','100',$total_time,$total_time,'resolved', '0',$row->{'id_User'}, at time_started, at time_created, at time_resolved, at time_r esolved,$row->{'id_User'}, at time_resolved,'0'); my $transactions = $csv_dbh->selectall_arrayref("SELECT * FROM Task.csv WHERE id_Report=$row->{'id_Report'}", { Slice => {} }); foreach my $transaction ( @$transactions ) { my $tranid = int($transaction->{'id_Task'})+100000; $sth_transactions->execute($tranid,'RT::Ticket',$row->{'id_Report'},'0', 'Comment',$row->{'id_User'},$row->{'ReportTime'}); $sth_attachments->execute($tranid,'0','text/plain','none',"Problem Description:\n\n$transaction->{'ProblemDescription'}\n\nAction Taken:\n\n$transaction->{'ActionTaken'}\n\nNotes:\n\n$transaction->{'Not es'}",$row->{'id_User'},"$row->{'ReportDate'} $row->{'ArrivalTime'}"); } } $sth_tickets->finish(); $sth_transactions->finish(); $sth_attachments->finish(); $csv_dbh->disconnect(); $dbh->disconnect(); ---- I learned quite a bit about RT's schema in the process of creating these, ugly as they are. This was important to us, because we wanted to retain information for metrics and history and totally demolish the old decrepit system we have. David Smithson ________________________________________ ActivSupport, Inc. Your Flexible IT Partner Microsoft Gold Partner -- Small Business Specialist http://www.activsupport.com Director of Technical Services Direct: (415) 869 2991 ________________________________________ Technical Support Hotline: (415) 979 9285 CLICK HERE FOR ONLINE SUPPORT From alien at 12inch.com Wed Jul 26 01:16:20 2006 From: alien at 12inch.com (Alan Premselaar) Date: Wed, 26 Jul 2006 14:16:20 +0900 Subject: [rt-users] problems with subject header encoding Message-ID: <44C6FAA4.70305@12inch.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I've recently discovered a problem with Subject header encoding of Japanese text with mail notifications. the problem manifests in thunderbird (mac and windows) and Mail.app. in thunderbird, the part of the encoding up until the first break point (where a subject is > 75 characters long and split into multiple encodings) is displayed properly, and then either a question mark or "mojibake" (basically a string of single byte characters that don't make any sense) is displayed. in Mail.app, the =?UTF-8?B? from the front and the ?= on the back of the encoded string are stripped and the subject is displayed as-is remaining. (I can provide screen shots if necessary) I've been able to determine that this occurs only when a mix of single-byte and 2-byte characters are in the subject at the same time. this happens whether the ticket is opened via the web interface or via the email gateway. I've poked around the source code to see if I could figure it out, but I haven't found anything coherent yet. Any help would be greatly appreciated. Thanks. Alan -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.1 (Darwin) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFExvqkE2gsBSKjZHQRAmgXAKCbM9bBnYdjrDRI6tdQOTumwaMj0gCeJJrN vxiPvNaH9FMxJcRIfbEoKts= =VzA4 -----END PGP SIGNATURE----- From Jan-Peter.Koopmann at seceidos.de Wed Jul 26 03:54:51 2006 From: Jan-Peter.Koopmann at seceidos.de (Koopmann, Jan-Peter) Date: Wed, 26 Jul 2006 09:54:51 +0200 Subject: [rt-users] EditCustomFieldsOnUpdate does not work anymore In-Reply-To: <20060725191226.GP27296@chaka.net> Message-ID: On Tuesday, July 25, 2006 9:12 PM Todd Chapman wrote: > I updated the > rt/local/html/Callbacks/CustomFields/Ticket/Display.html/BeforeDisplay > on the wiki. I am not sure this will work. ProcessObjectCustomFieldUpdates seems to return an array with an empty element even if it did not change anything. The following if therefore always redirects to Display.html causing a loop. This is very reproducable here with Perl 5.8.7 on FreeBSD. What did help was this: <%init> my $ARGSRef = $ARGS{'ARGSRef'}; if ($$ARGSRef{'id'} ne 'new'){ my $Ticket = LoadTicket($$ARGSRef{'id'}); my @cf_results = ProcessObjectCustomFieldUpdates(ARGSRef => $ARGSRef); delete $cf_results[0] if ((scalar(@cf_results) == 1) && ($cf_results[0] eq '')); push @{$ARGS{Actions}}, @cf_results; } With this change everything works like a charm here (of course after putting the Callback in front of the if in Display.html which should be noted in the wiki as well btw. What is <%args> $Actions => [] doing exactly? Things work without it as well. Moreover: Will someone talk/write to Jesse about the change in Display.html? This should be patched into rt. Kind regards, JP From rfh at pipex.net Wed Jul 26 04:06:40 2006 From: rfh at pipex.net (Roy El-Hames) Date: Wed, 26 Jul 2006 09:06:40 +0100 Subject: [rt-users] Query tickets login? In-Reply-To: <20060725165812.83209.qmail@web32804.mail.mud.yahoo.com> References: <20060725165812.83209.qmail@web32804.mail.mud.yahoo.com> Message-ID: <44C72290.4050700@pipex.net> Zhiming; Its better you mail the list than just me .. someone else maybe able to help quicker .. Regard your query, I think it does not work because there is nothing related to anything happening ..(a change in the transaction table) .. I think you should be looking at http://wiki.bestpractical.com/index.cgi?EditCustomFieldsOnUpdate or similar .. Regards; Roy Zhiming Liu wrote: > Hi Roy, Please take a look of my codes and see why > they don't work. This is the scrip of custom condition > (In a ticket if CustomField 'Release to US Cert?' is > 'Yes', return 1). > > > my $CFName = 'Release to US Cert?'; > my $QueueObj = $self->TicketObj->QueueObj; > my $CFObj = RT::CustomField->new( > $QueueObj->CurrentUser ); > $CFObj->LoadByNameAndQueue( Name => $CFName, Queue > => $QueueObj->id ); > if ( $CFObj->SelectCustomFieldValue(Name => $CFName) > eq 'Yes') { > return 1; > } else { > return undef; > } > > > Thanks, Zhiming. > > --- Roy El-Hames wrote: > > >> Query builder is based on a ticket object .. ie you >> only search for >> tickets ..not people .. >> You may want to add an interface within the admin >> pages to query login >> and out times .. >> for now I am sticking to query mysql when needed .. >> I have few other >> requirements pending >> Regards; >> Roy >> >> Zhiming Liu wrote: >> >>> Hi Roy, I got it works too. Thanks. Are you going >>> >> to >> >>> add this into Query Builder to query tickets? >>> >> Zhiming. >> >>> --- Roy El-Hames wrote: >>> >>> >>> >>>> Yes I got it all working .. >>>> the attached is a scripts that I run every 12 >>>> >> hours >> >>>> to clear the session >>>> table and also trap any logins that have not >>>> >> exited >> >>>> using the logout >>>> button and updates the LogoffTime.. >>>> Good luck. >>>> Roy >>>> >>>> >>>> Zhiming Liu wrote: >>>> >>>> >>>>> Hi Roy, Yes, I will redesign my table. I can't >>>>> >>>>> >>>> update >>>> >>>> >>>>> the LogoutTime from mysql. How about you? Do you >>>>> >>>>> >>>> get >>>> >>>> >>>>> update logofftime? Thanks, Zhiming. >>>>> >>>>> --- Roy El-Hames wrote: >>>>> >>>>> >>>>> >>>>> >>>>>> Ahh .. I would suggest you redesign your table >>>>>> similar to mine .. or >>>>>> you'll need to modify your code as per your >>>>>> >> table >> >>>>>> >>>>>> >>>> .. >>>> >>>> >>>>>> can you update the LogoutTime from mysql?? >>>>>> Roy >>>>>> Zhiming Liu wrote: >>>>>> >>>>>> >>>>>> >>>>>>> Hi Roy, I understood what you said. >>>>>>> 1. Since I have only id (same as your userid) >>>>>>> >> as >> >>>>>>> primary key, so I didn't see second logintime >>>>>>> >>>>>>> >>>>>>> >>>>>> created >>>>>> >>>>>> >>>>>> >>>>>>> in my system. >>>>>>> 2. LogoutTime is the same as your logofftime. >>>>>>> >> No >> >>>>>>> >>>>>>> >>>>>>> >>>>>> error >>>>>> >>>>>> >>>>>> >>>>>>> created, just the LogoutTime field didn't >>>>>>> >>>>>>> >>>> update. >>>> >>>> >>>>>>> I will modify table and test again. Talk to >>>>>>> >> you >> >>>>>>> >>>>>>> >>>>>>> >>>>>> later, >>>>>> >>>>>> >>>>>> >>>>>>> Zhiming. >>>>>>> >>>>>>> --- Roy El-Hames wrote: >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>>> Zhiming Liu wrote: >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>>> Hi Roy, I have tested the codes. Create >>>>>>>>> >>>>>>>>> >>>>>>>>> >>>>>> LoginTime >>>>>> >>>>>> >>>>>> >>>>>>>>> working, but we need update LoginTime too. >>>>>>>>> >>>>>>>>> >>>>>>>>> >>>>>> Update >>>>>> >>>>>> >>>>>> >>>>>>>>> LogoutTime codes don't work in both >>>>>>>>> >>>>>>>>> >>>> autohandler >>>> >>>> >>>>>>>>> >>>>>>>>> >>>>>>>>> >>>>>>>>> >>>>>>>> and >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>>> Logout.html. What do you think? Zhiming. >>>>>>>>> >>>>>>>>> >>>>>>>>> >>>>>>>>> >>>>>>>>> >>>>>>>> I don't update the logintime.. if user 1005 >>>>>>>> >>>>>>>> >>>> login >>>> >>>> >>>>>>>> >>>>>>>> >>>>>>>> >>>>>> at >>>>>> >>>>>> >>>>>> >>>>>>>> 10 am and then >>>>>>>> again at 12 am , I'll have 2 rows . >>>>>>>> id sessionid userid logintime >>>>>>>> >> logofftime >> >>>>>>>> 1 fsdfsdf 1005 10.01 >>>>>>>> 2 rtetre 1005 12.01 >>>>>>>> there are 2 reasons for this: >>>>>>>> 1- I can always track if a user logged in >>>>>>>> >> last >> >>>>>>>> >>>>>>>> >>>>>>>> >>>>>> week >>>>>> >>>>>> >>>>>> >>>>>>>> 2- The sessionid changes for every login, so >>>>>>>> >> a >> >>>>>>>> separate row is more >>>>>>>> consistent .. >>>>>>>> >>>>>>>> I am not quite sure I understand what you >>>>>>>> >> mean >> >>>>>>>> >>>>>>>> >>>>>>>> >>>>>> about >>>>>> >>>>>> >>>>>> >>>>>>>> logouttime .. you >>>>>>>> should only reference this from logout.html >>>>>>>> >> and >> >>>>>>>> >>>>>>>> >>>>>>>> >>>>>> your >>>>>> >>>>>> >>>>>> >>>>>>>> session cleaner >>>>>>>> script ..what errors are you getting ?? >>>>>>>> Roy >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>>> --- Roy El-Hames wrote: >>>>>>>>> >>>>>>>>> >>>>>>>>> >>>>>>>>> >>>>>>>>> >>>>>>>>> >>>>>>>>>> Hi Zhiming; >>>>>>>>>> Just to let you know I have implemented >>>>>>>>>> >> this >> >>>>>>>>>> functionality as follow: >>>>>>>>>> CREATE TABLE UserLogin (id INTEGER NOT NULL >>>>>>>>>> auto_increment,sessionid >>>>>>>>>> varchar(32),UserId INTEGER NOT >>>>>>>>>> >> NULL,LoginTime >> >>>>>>>>>> datetime default >>>>>>>>>> CURRENT_TIMESTAMP, LogOffTime datetime, >>>>>>>>>> >>>>>>>>>> >>>> PRIMARY >>>> >>>> >>>>>>>>>> >>>>>>>>>> >>>>>>>>>> >>>>>>>>>> >>>>>>>> KEY >>>>>>>> >>>>>>>> > === message truncated === > > > __________________________________________________ > Do You Yahoo!? > Tired of spam? Yahoo! Mail has the best spam protection around > http://mail.yahoo.com > > From rfh at pipex.net Wed Jul 26 04:25:04 2006 From: rfh at pipex.net (Roy El-Hames) Date: Wed, 26 Jul 2006 09:25:04 +0100 Subject: [rt-users] too many Apache-Session queries at the end of every page Message-ID: <44C726E0.7000905@pipex.net> Hi; (apache2,mod_perl2,mysql5,rt-3.6,DBIx::SearchBuilder v1.42) .. tailing mysqld.sql I noticed there are many SELECT GET_LOCK,SELECT RELEASE_LOCK executed at the end of every page .. the below snippet is only half the queries RT done after displaying the configuration/tools/systemconfiguration page .. Is this right?? and is there a way to trim them a bit?? Regards; Roy 541 Query SELECT RELEASE_LOCK('Apache-Session-169c3aafceb7412cf7dfa7c1f4c4ae4a') 545 Query SELECT * FROM Users WHERE Name = 'RT_System' 545 Query SELECT * FROM Users WHERE Name = 'Nobody' 542 Query SELECT * FROM Users WHERE Name = 'RT_System' 542 Query SELECT * FROM Users WHERE Name = 'Nobody' 545 Query SELECT GET_LOCK('Apache-Session-169c3aafceb7412cf7dfa7c1f4c4ae4a', 3600) 545 Query SELECT a_session FROM sessions WHERE id = '169c3aafceb7412cf7dfa7c1f4c4ae4a' 542 Query SELECT GET_LOCK('Apache-Session-169c3aafceb7412cf7dfa7c1f4c4ae4a', 3600) 545 Query SELECT RELEASE_LOCK('Apache-Session-169c3aafceb7412cf7dfa7c1f4c4ae4a') 542 Query SELECT a_session FROM sessions WHERE id = '169c3aafceb7412cf7dfa7c1f4c4ae4a' 542 Query SELECT RELEASE_LOCK('Apache-Session-169c3aafceb7412cf7dfa7c1f4c4ae4a') 544 Query SELECT * FROM Users WHERE Name = 'RT_System' 544 Query SELECT * FROM Users WHERE Name = 'Nobody' 060726 9:19:18 540 Query SELECT * FROM Users WHERE Name = 'RT_System' 540 Query SELECT * FROM Users WHERE Name = 'Nobody' 544 Query SELECT GET_LOCK('Apache-Session-169c3aafceb7412cf7dfa7c1f4c4ae4a', 3600) 544 Query SELECT a_session FROM sessions WHERE id = '169c3aafceb7412cf7dfa7c1f4c4ae4a' 540 Query SELECT GET_LOCK('Apache-Session-169c3aafceb7412cf7dfa7c1f4c4ae4a', 3600) 544 Query SELECT RELEASE_LOCK('Apache-Session-169c3aafceb7412cf7dfa7c1f4c4ae4a') 540 Query SELECT a_session FROM sessions WHERE id = '169c3aafceb7412cf7dfa7c1f4c4ae4a' 540 Query SELECT RELEASE_LOCK('Apache-Session-169c3aafceb7412cf7dfa7c1f4c4ae4a') 539 Query SELECT * FROM Users WHERE Name = 'RT_System' 543 Query SELECT * FROM Users WHERE Name = 'RT_System' 543 Query SELECT * FROM Users WHERE Name = 'Nobody' 539 Query SELECT * FROM Users WHERE Name = 'Nobody' 539 Query SELECT GET_LOCK('Apache-Session-169c3aafceb7412cf7dfa7c1f4c4ae4a', 3600) 539 Query SELECT a_session FROM sessions WHERE id = '169c3aafceb7412cf7dfa7c1f4c4ae4a' 543 Query SELECT GET_LOCK('Apache-Session-169c3aafceb7412cf7dfa7c1f4c4ae4a', 3600) 539 Query SELECT RELEASE_LOCK('Apache-Session-169c3aafceb7412cf7dfa7c1f4c4ae4a') 543 Query SELECT a_session FROM sessions WHERE id = '169c3aafceb7412cf7dfa7c1f4c4ae4a' 543 Query SELECT RELEASE_LOCK('Apache-Session-169c3aafceb7412cf7dfa7c1f4c4ae4a') 541 Query SELECT * FROM Users WHERE Name = 'RT_System' 542 Query SELECT * FROM Users WHERE Name = 'RT_System' 542 Query SELECT * FROM Users WHERE Name = 'Nobody' 541 Query SELECT * FROM Users WHERE Name = 'Nobody' 542 Query SELECT GET_LOCK('Apache-Session-169c3aafceb7412cf7dfa7c1f4c4ae4a', 3600) 542 Query SELECT a_session FROM sessions WHERE id = '169c3aafceb7412cf7dfa7c1f4c4ae4a' 541 Query SELECT GET_LOCK('Apache-Session-169c3aafceb7412cf7dfa7c1f4c4ae4a', 3600) 542 Query SELECT RELEASE_LOCK('Apache-Session-169c3aafceb7412cf7dfa7c1f4c4ae4a') 541 Query SELECT a_session FROM sessions WHERE id = '169c3aafceb7412cf7dfa7c1f4c4ae4a' 541 Query SELECT RELEASE_LOCK('Apache-Session-169c3aafceb7412cf7dfa7c1f4c4ae4a') 545 Query SELECT * FROM Users WHERE Name = 'RT_System' 540 Query SELECT * FROM Users WHERE Name = 'RT_System' 540 Query SELECT * FROM Users WHERE Name = 'Nobody' 545 Query SELECT * FROM Users WHERE Name = 'Nobody' 545 Query SELECT GET_LOCK('Apache-Session-169c3aafceb7412cf7dfa7c1f4c4ae4a', 3600) 545 Query SELECT a_session FROM sessions WHERE id = '169c3aafceb7412cf7dfa7c1f4c4ae4a' 540 Query SELECT GET_LOCK('Apache-Session-169c3aafceb7412cf7dfa7c1f4c4ae4a', 3600) 545 Query SELECT RELEASE_LOCK('Apache-Session-169c3aafceb7412cf7dfa7c1f4c4ae4a') 540 Query SELECT a_session FROM sessions WHERE id = '169c3aafceb7412cf7dfa7c1f4c4ae4a' 540 Query SELECT RELEASE_LOCK('Apache-Session-169c3aafceb7412cf7dfa7c1f4c4ae4a') From jokermjs19 at comcast.net Wed Jul 26 04:30:09 2006 From: jokermjs19 at comcast.net (Mathew Snyder) Date: Wed, 26 Jul 2006 04:30:09 -0400 Subject: [rt-users] Changing default refresh rate Message-ID: <44C72811.2060808@comcast.net> Since no one has answered me regarding this question, I had to find my own way. I've added the following lines to index.html in order to default the refresh rate to 2 minutes. # These lines added to change the default refresh interval unless ($session{'home_refresh_interval'}) { $session{'home_refresh_interval'} = 120; # Value in seconds. } -- If we don't protect freedom of speech, how will we know who the assholes are? From doogles at doogles.com Wed Jul 26 07:01:43 2006 From: doogles at doogles.com (Jason A. Diegmueller) Date: Wed, 26 Jul 2006 07:01:43 -0400 (EDT) Subject: [rt-users] EditCustomFieldsOnUpdate does not work anymore In-Reply-To: References: Message-ID: <20060726065941.A253@spaceball1.doogles.com> JP, Todd, rt-users-- Yes, this works for us as well. Perhaps this is an unintended side effect (or perhaps it's by design), but the only problem I've found with this approach is that Custom Field changes don't get mentioned at the top. I get "Message recorded" or "Status changed to xxx", but I don't see the CF changes even though they are made. For the time being, I can deal with not getting confirmation of CF changes as long as they are actually made, and with the Callback change made below (combined with the move of the Callback) they do. And for that, I thank you both. -jd On Wed, 26 Jul 2006, Koopmann, Jan-Peter wrote: > On Tuesday, July 25, 2006 9:12 PM Todd Chapman wrote: > >> I updated the >> rt/local/html/Callbacks/CustomFields/Ticket/Display.html/BeforeDisplay >> on the wiki. > > I am not sure this will work. ProcessObjectCustomFieldUpdates seems to return an array with an empty element even if it did not change anything. The following if therefore always redirects to Display.html causing a loop. This is very reproducable here with Perl 5.8.7 on FreeBSD. What did help was this: > > <%init> > my $ARGSRef = $ARGS{'ARGSRef'}; > if ($$ARGSRef{'id'} ne 'new'){ > my $Ticket = LoadTicket($$ARGSRef{'id'}); > my @cf_results = ProcessObjectCustomFieldUpdates(ARGSRef => $ARGSRef); > delete $cf_results[0] if ((scalar(@cf_results) == 1) && ($cf_results[0] eq '')); > push @{$ARGS{Actions}}, @cf_results; > } > > > With this change everything works like a charm here (of course after putting the Callback in front of the if in Display.html which should be noted in the wiki as well btw. What is > > <%args> > $Actions => [] > > > doing exactly? Things work without it as well. Moreover: Will someone talk/write to Jesse about the change in Display.html? This should be patched into rt. > > Kind regards, > JP > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > From Jan-Peter.Koopmann at seceidos.de Wed Jul 26 07:37:21 2006 From: Jan-Peter.Koopmann at seceidos.de (Koopmann, Jan-Peter) Date: Wed, 26 Jul 2006 13:37:21 +0200 Subject: [rt-users] EditCustomFieldsOnUpdate does not work anymore In-Reply-To: <20060726065941.A253@spaceball1.doogles.com> Message-ID: On Wednesday, July 26, 2006 1:02 PM Jason A. Diegmueller wrote: > Perhaps this is an unintended side effect (or perhaps it's by > design), but the only problem I've found with this approach is that > Custom Field changes don't get mentioned at the top. I get "Message > recorded" or "Status changed to xxx", but I don't see the CF changes > even though they are made. That is strange. With 3.6.0 and after these changes this works for us for the first time. All changes on the update page seem to be recorded at the top of the resulting Display.html and all changes show in the following section. Let's compare one more time. My setup currently: BeforeDisplay: <%init> my $ARGSRef = $ARGS{'ARGSRef'}; if ($$ARGSRef{'id'} ne 'new'){ my $Ticket = LoadTicket($$ARGSRef{'id'}); my @cf_results = ProcessObjectCustomFieldUpdates(ARGSRef => $ARGSRef); my @dresults = ProcessTicketDates( TicketObj => $Ticket, ARGSRef => $ARGSRef); delete $cf_results[0] if ((scalar(@cf_results) == 1) && ($cf_results[0] eq '')); push @{$ARGS{Actions}}, @cf_results, @dresults; } <%args> $Actions => [] BeforeMessageBox: <%init> my $Ticket = LoadTicket($ARGS{'id'}); <& /Ticket/Elements/EditCustomFields, TicketObj => $Ticket &> <& /Ticket/Elements/EditDueDate, TicketObj => $ Ticket &> <& /Ticket/Elements/EditPriority, TicketObj => $ Ticket &> Bottom of Display.html (the part that Jesse should change): # This code does automatic redirection if any updates happen. # It doesn't work for the client. $m->comp('/Elements/Callback', _CallbackName => 'BeforeDisplay', TicketObj => \$TicketObj, Tickets => \$Tickets, ARGSRef => \%ARGS, Actions => \@Actions ); if (@Actions) { # We've done something, so we need to clear the decks to avoid # resubmission on refresh. # But we need to store Actions somewhere too, so we don't lose them. $session{"Actions"} = \@Actions; $m->redirect($RT::WebURL."Ticket/Display.html?id=".$TicketObj->id); } else { @Actions = @{$session{"Actions"} || [] }; delete $session{"Actions"}; } Please note that in addition to CustomFields we also let the user change priority and due dates on the update page. Works like a charm. Jason, can you confirm that you are running a similar setup with 3.6.x? Kind regards, JP From doogles at doogles.com Wed Jul 26 08:08:14 2006 From: doogles at doogles.com (Jason A. Diegmueller) Date: Wed, 26 Jul 2006 08:08:14 -0400 (EDT) Subject: [rt-users] EditCustomFieldsOnUpdate does not work anymore In-Reply-To: References: Message-ID: <20060726080655.K253@spaceball1.doogles.com> JP, Todd, rt-users-- If modified exactly as listed below, this works completely along with proper notifications from RT. I dropped the @Actions piece in the Callback (and perhaps over-improvised by also removing it from Display.html) based on the comment that you made (JP) that it was unnecessary. Re-adding it and doing it exactly as you below works fine on my RT3.6.HEAD+Display.html-modification setup. Sorry for the confusion, I over-improvised. -jd On Wed, 26 Jul 2006, Koopmann, Jan-Peter wrote: > On Wednesday, July 26, 2006 1:02 PM Jason A. Diegmueller wrote: > >> Perhaps this is an unintended side effect (or perhaps it's by >> design), but the only problem I've found with this approach is that >> Custom Field changes don't get mentioned at the top. I get "Message >> recorded" or "Status changed to xxx", but I don't see the CF changes >> even though they are made. > > That is strange. With 3.6.0 and after these changes this works for us for the first time. All changes on the update page seem to be recorded at the top of the resulting Display.html and all changes show in the following section. Let's compare one more time. My setup currently: > > BeforeDisplay: > <%init> > my $ARGSRef = $ARGS{'ARGSRef'}; > if ($$ARGSRef{'id'} ne 'new'){ > my $Ticket = LoadTicket($$ARGSRef{'id'}); > my @cf_results = ProcessObjectCustomFieldUpdates(ARGSRef => $ARGSRef); > my @dresults = ProcessTicketDates( TicketObj => $Ticket, ARGSRef => $ARGSRef); > > delete $cf_results[0] if ((scalar(@cf_results) == 1) && ($cf_results[0] eq '')); > push @{$ARGS{Actions}}, @cf_results, @dresults; > } > > > <%args> > $Actions => [] > > > > BeforeMessageBox: > <%init> > my $Ticket = LoadTicket($ARGS{'id'}); > > <& /Ticket/Elements/EditCustomFields, TicketObj => $Ticket &> > <& /Ticket/Elements/EditDueDate, TicketObj => $ Ticket &> > <& /Ticket/Elements/EditPriority, TicketObj => $ Ticket &> > > > Bottom of Display.html (the part that Jesse should change): > > # This code does automatic redirection if any updates happen. > # It doesn't work for the client. > > > $m->comp('/Elements/Callback', _CallbackName => 'BeforeDisplay', > TicketObj => \$TicketObj, Tickets => \$Tickets, ARGSRef => \%ARGS, Actions => \@Actions ); > > if (@Actions) { > # We've done something, so we need to clear the decks to avoid > # resubmission on refresh. > # But we need to store Actions somewhere too, so we don't lose them. > $session{"Actions"} = \@Actions; > $m->redirect($RT::WebURL."Ticket/Display.html?id=".$TicketObj->id); > } else { > @Actions = @{$session{"Actions"} || [] }; > delete $session{"Actions"}; > } > > Please note that in addition to CustomFields we also let the user change priority and due dates on the update page. Works like a charm. > > Jason, can you confirm that you are running a similar setup with 3.6.x? > > > > Kind regards, > JP > From ziya at blinck.com Wed Jul 26 08:07:52 2006 From: ziya at blinck.com (Ziya Suzen) Date: Wed, 26 Jul 2006 14:07:52 +0200 Subject: [rt-users] Simple project management Message-ID: Hi there I am trying to configure RT to use it for simple project management. So far I have used a ticket child/parent relations to define projects and put together a few screens and so on. I was wondering if anyone was interested in a simple project management utility in RT? Or do you know any simple project management solution using RT? Cheers -- Ziya Suzen From HelmuthRamirez at compupay.com Wed Jul 26 09:23:37 2006 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Wed, 26 Jul 2006 09:23:37 -0400 Subject: [rt-users] Populate custom field A with the selection I made in custom field B Message-ID: <7314881427FC8A4081673E8CEEA7924902260331@EXMIAMI01.compupay.com> Hi Everyone, We are currently evaluating RT to replace our current (crappy) ticketing system. So far everyone has good things to say about it :) . Our Helpdesk Manager asked me to post this up and see if anyone had any input on it. Many thanks in advance! I want to know if there is a way that I can assign / save the value of the category field (in the cascading field) to another custom field when an item is chosen. Here is the scenario in RT3.6: I have two custom fields: Type (which is a "select one value" type) Sort Name Description Category 10 Help Request 20 Work Request SubType (which is "select one value" type with category column filled in, "cascading") Sort Name Description Category 10 E-mail Help Request 20 Internet Help Request 30 New Hire Work Request 40 Termination Work Request So, what I would like to do is to set "Type" to be Read-Only and when I choose a "SubType", to use the "Category" value to fill in "Type". This can be done once the ticket is saved. I'm not looking for it to change "on the fly". The problem I have with it now is that you can choose Type:Work Request for example and then choose SubType:E-mail (Category:Help Request). This of course will influence when I run reports on # of Work Request, # of Help Requests and others. As well as not be true to the classification of the ticket. Helmuth Ramirez Compupay IT Department 3450 Lakeside Dr. Suite 400 Miramar, FL 33027 954-874-4800 x7754 -------------- next part -------------- An HTML attachment was scrubbed... URL: From Jan-Peter.Koopmann at seceidos.de Wed Jul 26 09:28:43 2006 From: Jan-Peter.Koopmann at seceidos.de (Koopmann, Jan-Peter) Date: Wed, 26 Jul 2006 15:28:43 +0200 Subject: [rt-users] EditCustomFieldsOnUpdate does not work anymore In-Reply-To: <20060726080655.K253@spaceball1.doogles.com> Message-ID: On Wednesday, July 26, 2006 2:08 PM Jason A. Diegmueller wrote: > JP, Todd, rt-users-- > > If modified exactly as listed below, this works completely along with > proper notifications from RT. Wounderful. I just changed the wiki page to reflect our findings. I will also try to reach Jesse in order to patch Display.html permanently. Kind regards, JP From JoopvandeWege at mococo.nl Wed Jul 26 09:47:57 2006 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Wed, 26 Jul 2006 15:47:57 +0200 Subject: [rt-users] RT-3.6.x and SavedSearches on the frontpage Message-ID: <20060726152328.A61C.JOOPVANDEWEGE@mococo.nl> Hello All, I have been looking at modifying the RT startpage and noticed that I can only place RT saved searches on it. I have been using RTFM (svn version) and AT-1.2.3 as well and have also saved searches in those. I saw in the database that they are labelled differently and that explains why I can't select them for the homepage. Not to mention that the search URL is different between systems. I looked at Build.html but there are no callbacks in that file at all so besides modifying the whole file there is no way to put other then ticket searches on the homepage ;-(( Are there any plans to change this? or am I the first to notice this and would find it a very useful addition. I just noticed that a saved search from RTFM will show up in MyRT.html as selectable but on the frontpage it will show 0 articles. Same problem ofcourse, wrong URL. http://localhost/rt3/Search/Results.html?Query=&args=HASH(0xddad45c)&SearchType=Article&Format= instead of http://rt36.mococo.nl:82/rt3/RTFM/Search/Results.html?Query=&args=HASH(0xddad45c)&SearchType=Article&Format= not to mention that args=HASH is not correct. Looks like quite a bit of work needs to be done to get this working. Joop -- Joop van de Wege From stan at claramartin.org Wed Jul 26 09:39:09 2006 From: stan at claramartin.org (Stan Brinkerhoff) Date: Wed, 26 Jul 2006 09:39:09 -0400 Subject: [rt-users] Self-Service Set Ticket Owner Message-ID: <306AF637A84475469E843D3F78C3C01A37451C@cmc1.corp.claramartin.org> I have RT 3.5 with the LDAP overlay available from the Wiki. When a user creates a ticket in self service, the ticket is created just fine, but the requestor is not set to the actual requestor, and they are given the error "No permission to view newly created ticket #26." Is there a way around this? Stanley Brinkerhoff Network Administrator Clara Martin Center ph/802.728.4466 fx/802.728.4197 -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Wed Jul 26 10:20:50 2006 From: todd at chaka.net (Todd Chapman) Date: Wed, 26 Jul 2006 10:20:50 -0400 Subject: [rt-users] RT-3.6.x and SavedSearches on the frontpage In-Reply-To: <20060726152328.A61C.JOOPVANDEWEGE@mococo.nl> References: <20060726152328.A61C.JOOPVANDEWEGE@mococo.nl> Message-ID: <20060726142050.GT27296@chaka.net> On Wed, Jul 26, 2006 at 03:47:57PM +0200, Joop van de Wege wrote: > Hello All, > > I have been looking at modifying the RT startpage and noticed that I can > only place RT saved searches on it. I have been using RTFM (svn version) > and AT-1.2.3 as well and have also saved searches in those. I saw in the > database that they are labelled differently and that explains why I > can't select them for the homepage. Not to mention that the search URL > is different between systems. > I looked at Build.html but there are no callbacks in that file at all so > besides modifying the whole file there is no way to put other then > ticket searches on the homepage ;-(( > > Are there any plans to change this? or am I the first to notice this and > would find it a very useful addition. > Eventually I will make it so AT saved search will work on the startpage. -Todd From mike.quail.lake at gmail.com Wed Jul 26 10:43:24 2006 From: mike.quail.lake at gmail.com (Mike Hamilton) Date: Wed, 26 Jul 2006 07:43:24 -0700 Subject: [rt-users] Help with SetTicketPropertiesViaMail Message-ID: <734dc2c60607260743v6d79ea7i5271410155fe8096@mail.gmail.com> Hello, I have been using: http://wiki.bestpractical.com/index.cgi?SetTicketPropertiesViaMail from the wiki to let my RT users set ownership and status from email. I'm using the first technique on the above referenced wiki article. This technique has been working fine for at least a couple of months. Our users use this feature either from Outlook or from their Blackberry. We use MS Exchange. Our mail admin recently re-did the Exchange server. The Scrip still works fine from Outlook, but it does not work from the Blackberry devices. As I dug deeper, I found that messages from the Blackberry devices are being converted to HTML. RT ends up with two messages for each email sent from the Blackberry: one listed as text/plain, and the other listed as text/html. Despite the fact that there are two forms of the same message, neither works. Like I said earlier, this still works from Outlook, just not from the Blackberry devices. Below is a copy of what appears in the content. Outlook is replying to the message with plain text. When a message goes through the Blackberry, it gets converted to HTML - apparently by Exchange. I attached a screenshot of what the transaction looks like. Below is the content of each. (text/plain) Set-owner:MikeHamilton Stuff goes here The attachment has the page source of the message that was added to the ticket history along with a screenshot of the transaction -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: SetTicketPropertiesViaMail.zip Type: application/zip Size: 20190 bytes Desc: not available URL: From mike.quail.lake at gmail.com Wed Jul 26 10:49:28 2006 From: mike.quail.lake at gmail.com (Mike Hamilton) Date: Wed, 26 Jul 2006 07:49:28 -0700 Subject: [rt-users] Help with SetTicketPropertiesViaMail Message-ID: <734dc2c60607260749k3bb3fec4se8d0677dcbe41be0@mail.gmail.com> Hello, I have been using SetTicketPropertiesViaMail from the RT wiki to let my RT users (techs) set ownership and status from email. I'm using the first technique on the above referenced wiki article. This technique has been working fine for at least a couple of months. Our users use this feature either from Outlook or from their Blackberry. We use MS Exchange. Our mail admin recently re-did the Exchange server. The Scrip still works fine from Outlook, but it does not work from the Blackberry devices. As I dug deeper, I found that messages from the Blackberry devices are being converted to HTML. RT ends up with two messages for each email sent from the Blackberry: one listed as text/plain, and the other listed as text/html. Despite the fact that there are two forms of the same message, neither works. Like I said earlier, this still works from Outlook, just not from the Blackberry devices. Below is a copy of what appears in the content. Outlook is replying to the message with plain text. When a message goes through the Blackberry, it gets converted to HTML - apparently by Exchange. I attached a screenshot of what the transaction looks like. Below is the content of each. -------------- next part -------------- An HTML attachment was scrubbed... URL: From dmbeethe at fedex.com Wed Jul 26 10:55:10 2006 From: dmbeethe at fedex.com (Don Beethe) Date: Wed, 26 Jul 2006 09:55:10 -0500 Subject: [rt-users] 3.6 continual re-login issue [A Fix!] In-Reply-To: <4C3E2CF8-9006-4531-91C5-604F3788C05E@bestpractical.com> Message-ID: This version has gone from continual to only the first page after RT at a glance page. Seems once I login and select either a ticket or a queue from the Quick Search, it returns me to the login. I login and it displays the page. Then I can click home and get back to the home page and then go thru the ticket or Quick search and get the page. -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: July 24, 2006 15:25 PM To: Stephen Turner Cc: Don Beethe; rt-users at lists.bestpractical.com Subject: Re: [rt-users] 3.6 continual re-login issue [A Fix!] Steve, Don, Can the two of you give 3.6.1rc1 a shot and see if it solves the problem for you? Thanks, Jesse On Jul 24, 2006, at 9:14 AM, Stephen Turner wrote: > At Monday 7/24/2006 12:04 PM, Don Beethe wrote: >> Had my DBA change the field to an CLOB, since I'm using Oracle and >> I'm still experiencing the problem... >> Seems when I first login, if I click Edit on the "RT at a glance" >> line, >> and then return to the home page, everything is fine... No request to >> login again... > > For the record, we are using file-based session control, so the data > type of the field in the sessions table won't have any effect for us > (I think). > > Steve > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http:// > bestpractical.com/about/jobs.html > From JoopvandeWege at mococo.nl Wed Jul 26 12:18:33 2006 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Wed, 26 Jul 2006 18:18:33 +0200 Subject: [rt-users] RT-3.6.x and SavedSearches on the frontpage In-Reply-To: <20060726142050.GT27296@chaka.net> References: <20060726152328.A61C.JOOPVANDEWEGE@mococo.nl> <20060726142050.GT27296@chaka.net> Message-ID: <20060726181733.4FA0.JOOPVANDEWEGE@mococo.nl> On Wed, 26 Jul 2006 10:20:50 -0400 Todd Chapman wrote: > On Wed, Jul 26, 2006 at 03:47:57PM +0200, Joop van de Wege wrote: > > Hello All, > > > > I have been looking at modifying the RT startpage and noticed that I can > > only place RT saved searches on it. I have been using RTFM (svn version) > > and AT-1.2.3 as well and have also saved searches in those. I saw in the > > database that they are labelled differently and that explains why I > > can't select them for the homepage. Not to mention that the search URL > > is different between systems. > > I looked at Build.html but there are no callbacks in that file at all so > > besides modifying the whole file there is no way to put other then > > ticket searches on the homepage ;-(( > > > > Are there any plans to change this? or am I the first to notice this and > > would find it a very useful addition. > > > > Eventually I will make it so AT saved search will work on the startpage. Thats is very good news to me. I'll keep on close eye on the at svn repository. Thanks, Joop -- Joop van de Wege From JoopvandeWege at mococo.nl Wed Jul 26 12:28:31 2006 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Wed, 26 Jul 2006 18:28:31 +0200 Subject: [rt-users] Simple project management In-Reply-To: <20060726132212.E1B8F4D827C@diesel.bestpractical.com> References: <20060726132212.E1B8F4D827C@diesel.bestpractical.com> Message-ID: <20060726182654.4FA6.JOOPVANDEWEGE@mococo.nl> On Wed, 26 Jul 2006 09:22:12 -0400 (EDT) Ziya wrote: > > I am trying to configure RT to use it for simple project management. So far > I have used a ticket child/parent relations to define projects and put > together a few screens and so on. > > I was wondering if anyone was interested in a simple project management > utility in RT? Or do you know any simple project management solution using > RT? I'm interested in it. Is it something big or will it fit into the Wiki? And by big I mean more than a couple of Elements, html pages. Joop -- Joop van de Wege From dshannon at techfluent.com Wed Jul 26 14:44:32 2006 From: dshannon at techfluent.com (Duncan Shannon) Date: Wed, 26 Jul 2006 13:44:32 -0500 Subject: [rt-users] Simple project management Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB452B55DC@TF-FS2.internal.techfluent.com> > > I was wondering if anyone was interested in a simple project management > utility in RT? Or do you know any simple project management solution using Very interested! From Rick.Garland at evolving.com Wed Jul 26 16:01:55 2006 From: Rick.Garland at evolving.com (Rick Garland) Date: Wed, 26 Jul 2006 14:01:55 -0600 Subject: [rt-users] RE: Unable to open tickets via email Message-ID: Hi again: Been through all suggestions here. Made a sym link for rt-mailgate, copied into the /etc/smrsh (it is now a sym link) Checked perms Set user & group privs No luck. Searching for other ideas. I see some positings on testing the mail-gate but I have been unable to do so. Can someone send the syntax please? Thanks Rick Garland UNIX System Administrator Evolving Systems, Inc 9777 Mount Pyramid Court Suite 100 Englewood, CO 80112 phone: 303-802-2580 cell: 720-210-4691 rick.garland at evolving.com This e-mail and any attachments may be confidential and/or legally privileged. If you have received this e-mail and you are not a named addressee, please inform Evolving Systems TIS at tis at evolving.com and then delete the e-mail from your system. If you are not a named addressee you must not use, disclose, distribute, copy, print or rely on this e-mail. To ensure regulatory compliance and for the protection of our clients and business, Evolving Systems may monitor and read e-mails sent to and from its servers. Although Evolving Systems routinely screens for viruses, addressees should scan this e-mail and any attachments for viruses. Evolving Systems makes no representation or warranty as to the absence of viruses in this e-mail or any attachments. Registered Office: 9777 Pyramid Ct Suite 100, Englewood, CO 80112 -------------- next part -------------- An HTML attachment was scrubbed... URL: From Chris.Covington at plusone.com Wed Jul 26 16:35:15 2006 From: Chris.Covington at plusone.com (Covington, Chris) Date: Wed, 26 Jul 2006 16:35:15 -0400 Subject: [rt-users] binary attachment corruption? In-Reply-To: <20060720170600.GM20065@bestpractical.com> References: <447CA534.2010709@ucrwcu.rwc.uc.edu> <008301c68598$ee4154e0$0e14140a@ad.serreyn.com> <20060601163432.GF8022@bestpractical.com> <20060607144223.GA9232@grendel.plusone.com> <20060720165436.GF8238@grendel.plusone.com> <20060720170600.GM20065@bestpractical.com> Message-ID: <20060726203515.GB4351@grendel.plusone.com> On Thu, Jul 20, 2006 at 01:06:01PM -0400, Jesse Vincent wrote: > > > > On Thu, Jul 20, 2006 at 12:54:36PM -0400, Covington, Chris wrote: > > On Wed, Jun 07, 2006 at 10:42:23AM -0400, Covington, Chris wrote: > > > Has anyone gotten this sorted out? I've upgraded to mysql 5.0.22 and I > > > still have this problem, so it must be in the configuration somewhere. > > > I've tried starting mysql with --character-set-server=binary and > > > --default-character-set=binary and the attachments are still corrupted > > > (with new tickets). > > > > I guess what I wrote in June says it all. Still having the problem with > > 3.6.0 where any and all new binary attachments are corrupted (nothing to > > do with dumps). > > > I haven't been able to replicate this at all. How can I help reproducing this for you? --- Chris Covington IT Plus One Health Management 75 Maiden Lane Suite 801 NY, NY 10038 646-312-6269 http://www.plusoneactive.com From ruslan.zakirov at gmail.com Wed Jul 26 16:49:44 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 27 Jul 2006 00:49:44 +0400 Subject: [rt-users] binary attachment corruption? In-Reply-To: <20060726203515.GB4351@grendel.plusone.com> References: <447CA534.2010709@ucrwcu.rwc.uc.edu> <008301c68598$ee4154e0$0e14140a@ad.serreyn.com> <20060601163432.GF8022@bestpractical.com> <20060607144223.GA9232@grendel.plusone.com> <20060720165436.GF8238@grendel.plusone.com> <20060720170600.GM20065@bestpractical.com> <20060726203515.GB4351@grendel.plusone.com> Message-ID: <589c94400607261349k700d4219s13e0c21aff86fc97@mail.gmail.com> Hello, Chris. Could you backup your DB, and run next to SQL queries? ALTER TABLE Attachments CHANGE Content Content LONGBLOB NULL; Then check if you could binary attachments without problems and report back. This query is safe but anyway I would suggest you to backup data. On 7/27/06, Covington, Chris wrote: > On Thu, Jul 20, 2006 at 01:06:01PM -0400, Jesse Vincent wrote: > > > > > > > > On Thu, Jul 20, 2006 at 12:54:36PM -0400, Covington, Chris wrote: > > > On Wed, Jun 07, 2006 at 10:42:23AM -0400, Covington, Chris wrote: > > > > Has anyone gotten this sorted out? I've upgraded to mysql 5.0.22 and I > > > > still have this problem, so it must be in the configuration somewhere. > > > > I've tried starting mysql with --character-set-server=binary and > > > > --default-character-set=binary and the attachments are still corrupted > > > > (with new tickets). > > > > > > I guess what I wrote in June says it all. Still having the problem with > > > 3.6.0 where any and all new binary attachments are corrupted (nothing to > > > do with dumps). > > > > > > I haven't been able to replicate this at all. > > How can I help reproducing this for you? > > --- > Chris Covington > IT > Plus One Health Management > 75 Maiden Lane Suite 801 > NY, NY 10038 > 646-312-6269 > http://www.plusoneactive.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From Rick.Garland at evolving.com Wed Jul 26 16:48:40 2006 From: Rick.Garland at evolving.com (Rick Garland) Date: Wed, 26 Jul 2006 14:48:40 -0600 Subject: [rt-users] RE: unable to open tickets via email Message-ID: Some new info available. I got this from sending a test mail to the rt-mailgate pipe mail rt at surli.mydomain.com | opt/rt3/bin/rt-mailgate --queue General --action correspond --url http://surli/ I know there is LICENSE documentation (and the sort) but I wanted to ensure folks that ALL info had been retrieved and posted. Need some help reading. Much appreaciated. ======================================================= mail rt at surli.mydomain.com | /opt/rt3/bin/rt-mailgate --queue General --action correspond --url http://surli/ test test test 1-2-3 RT server error. The RT server which handled your email did not behave as expected. It said: %# 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 }}} <%flags> inherit => undef # inhibit UTF8 conversion done in /autohandler <%ARGS> $queue => 1 $action => "correspond" $ticket => undef <%init> use RT::Interface::Email; $r->content_type('text/plain; charset=utf-8'); $m->error_format('text'); my ( $status, $error, $Ticket ) = RT::Interface::Email::Gateway(\%ARGS); if ($status == -75 ) { $m->out("temporary failure - ". $error); } elsif ($status == 1) { $m->out('ok'); if ( $Ticket->Id ) { $m->out('Ticket: '. $Ticket->Id); $m->out('Queue: '. $Ticket->QueueObj->Name ); $m->out('Owner: '. $Ticket->OwnerObj->Name); $m->out('Status: '. $Ticket->Status ); $m->out('Subject: '. $Ticket->Subject ); $m->out('Requestor: '. $Ticket->Requestors->MemberEmailAddressesAsString ); } } else { $m->out('not ok - '.$error); } $m->abort(); [root at surli mqueue]# Rick Garland UNIX System Administrator Evolving Systems, Inc 9777 Mount Pyramid Court Suite 100 Englewood, CO 80112 phone: 303-802-2580 cell: 720-210-4691 rick.garland at evolving.com This e-mail and any attachments may be confidential and/or legally privileged. If you have received this e-mail and you are not a named addressee, please inform Evolving Systems TIS at tis at evolving.com and then delete the e-mail from your system. If you are not a named addressee you must not use, disclose, distribute, copy, print or rely on this e-mail. To ensure regulatory compliance and for the protection of our clients and business, Evolving Systems may monitor and read e-mails sent to and from its servers. Although Evolving Systems routinely screens for viruses, addressees should scan this e-mail and any attachments for viruses. Evolving Systems makes no representation or warranty as to the absence of viruses in this e-mail or any attachments. Registered Office: 9777 Pyramid Ct Suite 100, Englewood, CO 80112 -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Wed Jul 26 16:58:48 2006 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 26 Jul 2006 13:58:48 -0700 Subject: [rt-users] repeating email request... In-Reply-To: <20060726100141.7753f309.rueben@sharpabt.com.au> References: <20060726100141.7753f309.rueben@sharpabt.com.au> Message-ID: <44C7D788.9080804@lbl.gov> Rueben, If the RT ticket number is different each time it repeats, then we just had the same problem this morning. Our mailgate and mailserver, et al were fine. Our problem had to do with the way a person responds to the E_mail. We instruct our users to be sure that the RT ticket number is referenced in the subject line so replies to an RT E_mail has a reference to the existing ticket and won't try to create a new one. We also tell them that if they are gonna respond "reply all" with RT in the "CC" or "To" fields, that RT will create another ticket. We are also thinking that if a person responding DID have the RT Ticket number in the E_mail subject line, but did not have the "ReplyToTicket" authority for the Queue where the referenced ticket, that RT will also create another ticket. The last reason is still up in the air for us. Anyone? Kenn LBNL Rueben wrote: > Greetings, > I am using version 3.4.2 of Request Tracker and the system has been running fine for that last 6 months. 2 days ago one of our end-users sent an email request to our helpdesk and it keeps repeating even after we resolved the ticket. I have has to stop the mta to keep it from sending the email I have looked through the archives and and have not found any reference to this problem except 1 and it stated to resolve the ticket and it fixed their problem.. I really would like to open my hepdesk back up but I do not have any idea where to start to troubleshoot this problem. ANY HELP WOULD BE DEEPLY APRECIATED! > > Thanks, > Rueben > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > From ESchultz at corp.untd.com Wed Jul 26 17:08:44 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Wed, 26 Jul 2006 14:08:44 -0700 Subject: [rt-users] repeating email request... Message-ID: <5613F89D78D2F545A40423EBA5535C3010E138EC@LAXEVS01.lax.corp.int.untd.com> > Greetings, > I am using version 3.4.2 of Request Tracker and the system > has been running fine for that last 6 months. 2 days ago one > of our end-users sent an email request to our helpdesk and it > keeps repeating even after we resolved the ticket. I have > has to stop the mta to keep it from sending the email I have > looked through the archives and and have not found any > reference to this problem except 1 and it stated to resolve > the ticket and it fixed their problem.. I really would like > to open my hepdesk back up but I do not have any idea where > to start to troubleshoot this problem. ANY HELP WOULD BE > DEEPLY APRECIATED! > > Thanks, > Rueben Are you by chance using Oracle as your backend? Eric Schultz United Online From KFCrocker at lbl.gov Wed Jul 26 18:25:05 2006 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 26 Jul 2006 15:25:05 -0700 Subject: [rt-users] repeating email request... In-Reply-To: <20060726210350.GJ13226@hermes.americas.hpqcorp.net> References: <20060726100141.7753f309.rueben@sharpabt.com.au> <44C7D788.9080804@lbl.gov> <20060726210350.GJ13226@hermes.americas.hpqcorp.net> Message-ID: <44C7EBC1.2000008@lbl.gov> Patrick, That parameter has not changed at our site since, forever, and our e_mail requests/responses have always been fine except in the situations I mentioned. Kenn LBNL Patrick Morris wrote: > On Wed, 26 Jul 2006, Kenneth Crocker wrote: > >> Rueben, >> >> If the RT ticket number is different each time it repeats, then we >> just had the same problem this morning. Our mailgate and mailserver, et al >> were fine. Our problem had to do with the way a person responds to the >> E_mail. We instruct our users to be sure that the RT ticket number is >> referenced in the subject line so replies to an RT E_mail has a >> reference to the existing ticket and won't try to create a new one. We >> also tell them that if they are gonna respond "reply all" with RT in the >> "CC" or "To" fields, that RT will create another ticket. We are also >> thinking that if a person responding DID have the RT Ticket number in >> the E_mail subject line, but did not have the "ReplyToTicket" authority >> for the Queue where the referenced ticket, that RT will also create >> another ticket. The last reason is still up in the air for us. Anyone? >> >> Kenn >> LBNL >> >> Rueben wrote: >>> Greetings, >>> I am using version 3.4.2 of Request Tracker and the system has been >>> running fine for that last 6 months. 2 days ago one of our end-users sent >>> an email request to our helpdesk and it keeps repeating even after we >>> resolved the ticket. I have has to stop the mta to keep it from sending >>> the email I have looked through the archives and and have not found any >>> reference to this problem except 1 and it stated to resolve the ticket and >>> it fixed their problem.. I really would like to open my hepdesk back up >>> but I do not have any idea where to start to troubleshoot this problem. > > When I've seen this sort of thing (which, granted, hasn't been often), > it's been because of a misconfiguration of the RTAddressRegexp > parameter. > > If someone send a message to RT at an address that doesn't match that > regex, it'll cause RT to send a CC to that same address with the ticket, > which can end up opening a new ticket, which will make RT send a CC to > it, etc. > > What's that set to, and is it correct? > From KFCrocker at lbl.gov Wed Jul 26 18:25:46 2006 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 26 Jul 2006 15:25:46 -0700 Subject: [rt-users] repeating email request... In-Reply-To: <5613F89D78D2F545A40423EBA5535C3010E138EC@LAXEVS01.lax.corp.int.untd.com> References: <5613F89D78D2F545A40423EBA5535C3010E138EC@LAXEVS01.lax.corp.int.untd.com> Message-ID: <44C7EBEA.3040105@lbl.gov> Eric, What does Oracle have to do with it? We use Oracle. Kenn LBNL Schultz, Eric wrote: >> Greetings, >> I am using version 3.4.2 of Request Tracker and the system >> has been running fine for that last 6 months. 2 days ago one >> of our end-users sent an email request to our helpdesk and it >> keeps repeating even after we resolved the ticket. I have >> has to stop the mta to keep it from sending the email I have >> looked through the archives and and have not found any >> reference to this problem except 1 and it stated to resolve >> the ticket and it fixed their problem.. I really would like >> to open my hepdesk back up but I do not have any idea where >> to start to troubleshoot this problem. ANY HELP WOULD BE >> DEEPLY APRECIATED! >> >> Thanks, >> Rueben > > Are you by chance using Oracle as your backend? > > Eric Schultz > United Online > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > From cegolf at ugholf.net Wed Jul 26 18:40:17 2006 From: cegolf at ugholf.net (Chris Egolf) Date: Wed, 26 Jul 2006 16:40:17 -0600 Subject: [rt-users] unable to open tickets via email In-Reply-To: References: Message-ID: <44C7EF51.3010106@ugholf.net> Rick - I saw in the thread you created the symlinks in the /etc/smrsh directory, but did you update the /etc/aliases file to point there? I just set this up so it was fresh in my mind. However, I'm on RT 3.6.0 and CentOS 4.3, so there may be something else going on. Chris Rick Garland wrote: > Hi all: > > RT 3.4.5 on RedHat EL4 > Using sendmail 8.13 as the MTA > > Wanting to send email to 'rt' to open ticket. Got the groups and rights > OK but the inbound mail hangs in the queue. > (Deferred: prog mailer (/bin/sh) exited with EX_TEMPFAIL) > "|/opt/rt3/bin/rt-mailgate > --queue gen > The full entry in the /etc/aliases is > rt: "|/opt/rt3/bin/rt-mailgate --queue general --action > correspond --url http://localhost/" > > The searches I find deal mostly with procmail - but we are not using > procmail. > > Thanks > > Rick Garland > UNIX System Administrator > > Evolving Systems, Inc > 9777 Mount Pyramid Court > Suite 100 > Englewood, CO 80112 > > phone: 303-802-2580 > cell: 720-210-4691 > rick.garland at evolving.com > > > This e-mail and any attachments may be confidential and/or legally > privileged. If you have received this e-mail and you are not a named > addressee, please inform Evolving Systems TIS at tis at evolving.com and > then delete the e-mail from your system. If you are not a named > addressee you must not use, disclose, distribute, copy, print or rely on > this e-mail. To ensure regulatory compliance and for the protection of > our clients and business, Evolving Systems may monitor and read e-mails > sent to and from its servers. Although Evolving Systems routinely > screens for viruses, addressees should scan this e-mail and any > attachments for viruses. Evolving Systems makes no representation or > warranty as to the absence of viruses in this e-mail or any attachments. > > Registered Office: 9777 Pyramid Ct Suite 100, Englewood, CO 80112 > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html -- ============================================================================ Chris Egolf http://www.ugholf.net cegolf [AT] ugholf [DOT] net ============================================================================ From cegolf at ugholf.net Wed Jul 26 18:42:38 2006 From: cegolf at ugholf.net (Chris Egolf) Date: Wed, 26 Jul 2006 16:42:38 -0600 Subject: [rt-users] unable to open tickets via email In-Reply-To: <44C7EF51.3010106@ugholf.net> References: <44C7EF51.3010106@ugholf.net> Message-ID: <44C7EFDE.6000201@ugholf.net> Chris Egolf wrote: > Rick - > > I saw in the thread you created the symlinks in the /etc/smrsh > directory, but did you update the /etc/aliases file to point there? > Sorry, hit send too fast. This is what I mean: rt: "|/etc/smrsh/rt-mailgate --queue general --action correspond --url http://reqtix.example.com/" rt-comment: "|/etc/smrsh/rt-mailgate --queue general --action comment --url http://reqtix.example.com/" -- ============================================================================ Chris Egolf http://www.ugholf.net cegolf [AT] ugholf [DOT] net ============================================================================ From ESchultz at corp.untd.com Wed Jul 26 19:01:30 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Wed, 26 Jul 2006 16:01:30 -0700 Subject: [rt-users] repeating email request... Message-ID: <5613F89D78D2F545A40423EBA5535C3010E13ABF@LAXEVS01.lax.corp.int.untd.com> We have the exact same problem, with an Oracle backend. With the exact same RT instance pointing at a MySQL database, however, there is no problem. The cause is large attachments. Something between Perl (with DBD::Oracle) and the Oracle database itself, it seems. We have a hard limit at 1MB for attachments set up, and I wrote supporting code to check for this constraint in emails as well as through the web interface, whether it's one file or several smaller ones that total greater than the limit. Any way, the problem we saw was that once you start getting up to around 1.5 or 2MB, the MTA would time-out. So then the email would get stuck back in the queue. Eventually, in the backend, the insert would finish, and you'd see the ticket, but later, the MTA would retry the send. You may also notice that the time between duplicate tickets is extended further and further every time. To show if this is your problem, try creating a ticket through the web interface with something like a 5MB attachment. If this is your problem, it will take several minutes to complete the transaction. Eric Schultz United Online > -----Original Message----- > From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] > Sent: Wednesday, July 26, 2006 3:26 PM > To: Schultz, Eric > Cc: Rueben; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] repeating email request... > > Eric, > > What does Oracle have to do with it? We use Oracle. > > Kenn > LBNL > > Schultz, Eric wrote: > >> Greetings, > >> I am using version 3.4.2 of Request Tracker and the system > >> has been running fine for that last 6 months. 2 days ago one > >> of our end-users sent an email request to our helpdesk and it > >> keeps repeating even after we resolved the ticket. I have > >> has to stop the mta to keep it from sending the email I have > >> looked through the archives and and have not found any > >> reference to this problem except 1 and it stated to resolve > >> the ticket and it fixed their problem.. I really would like > >> to open my hepdesk back up but I do not have any idea where > >> to start to troubleshoot this problem. ANY HELP WOULD BE > >> DEEPLY APRECIATED! > >> > >> Thanks, > >> Rueben > > > > Are you by chance using Oracle as your backend? > > > > Eric Schultz > > United Online > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from > O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > > > From jesse at bestpractical.com Wed Jul 26 20:19:31 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 26 Jul 2006 17:19:31 -0700 Subject: [rt-users] RE: unable to open tickets via email In-Reply-To: References: Message-ID: <167E6E8E-A274-4451-B877-424ADCDBE107@bestpractical.com> On Jul 26, 2006, at 1:48 PM, Rick Garland wrote: > Some new info available. I got this from sending a test mail to the > rt-mailgate pipe > mail rt at surli.mydomain.com | opt/rt3/bin/rt-mailgate --queue > General --action correspond --url http://surli/ > I know there is LICENSE documentation (and the sort) but I wanted > to ensure folks that ALL info had been retrieved and posted. > You've misconfigured apache to not pass everything through RT's mason handler. Jesse > > Need some help reading. Much appreaciated. > > ======================================================= > > > > mail rt at surli.mydomain.com | /opt/rt3/bin/rt-mailgate --queue > General --action correspond --url http://surli/ > test test test 1-2-3 > > > RT server error. > > The RT server which handled your email did not behave as expected. It > said: > > %# 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 }}} > <%flags> > inherit => undef # inhibit UTF8 conversion done in /autohandler > > <%ARGS> > $queue => 1 > $action => "correspond" > $ticket => undef > > <%init> > use RT::Interface::Email; > $r->content_type('text/plain; charset=utf-8'); > $m->error_format('text'); > my ( $status, $error, $Ticket ) = RT::Interface::Email::Gateway(\% > ARGS); > if ($status == -75 ) { > $m->out("temporary failure - ". $error); > } > elsif ($status == 1) { > $m->out('ok'); > if ( $Ticket->Id ) { > $m->out('Ticket: '. $Ticket->Id); > $m->out('Queue: '. $Ticket->QueueObj->Name ); > $m->out('Owner: '. $Ticket->OwnerObj->Name); > $m->out('Status: '. $Ticket->Status ); > $m->out('Subject: '. $Ticket->Subject ); > $m->out('Requestor: '. $Ticket->Requestors- > >MemberEmailAddressesAsString ); > } > } else { > $m->out('not ok - '.$error); > } > > $m->abort(); > > > [root at surli mqueue]# > > Rick Garland > UNIX System Administrator > > Evolving Systems, Inc > 9777 Mount Pyramid Court > Suite 100 > Englewood, CO 80112 > > phone: 303-802-2580 > cell: 720-210-4691 > rick.garland at evolving.com > > > This e-mail and any attachments may be confidential and/or legally > privileged. If you have received this e-mail and you are not a > named addressee, please inform Evolving Systems TIS at > tis at evolving.com and then delete the e-mail from your system. If > you are not a named addressee you must not use, disclose, > distribute, copy, print or rely on this e-mail. To ensure > regulatory compliance and for the protection of our clients and > business, Evolving Systems may monitor and read e-mails sent to and > from its servers. Although Evolving Systems routinely screens for > viruses, addressees should scan this e-mail and any attachments for > viruses. Evolving Systems makes no representation or warranty as to > the absence of viruses in this e-mail or any attachments. > > Registered Office: 9777 Pyramid Ct Suite 100, Englewood, CO 80112 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http:// > bestpractical.com/about/jobs.html -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From prasaddeshpande at bajajfinance.in Thu Jul 27 01:11:25 2006 From: prasaddeshpande at bajajfinance.in (Prasad Deshpande) Date: Thu, 27 Jul 2006 10:41:25 +0530 Subject: [rt-users] priviledge user : one query Message-ID: <93D7B805E82667439CD104728E47C589010ECD96@BALAKMB01.bajajauto.co.in> Hi, Thanks Eric, Kenneth for your valuable inputs. I have configured the same and it is working fine. With this requesters are able to see the tickets which they have created. But I have one more query; I do not want requestor to know the status of open and new tickets in a queue. Current they can see this from 'Quick Search'. Is there any way to restrict this? I want owners to see the queue status but not the requestor. Thanks again for your help. Prasad Deshpande Bajaj Finance -----Original Message----- From: Schultz, Eric [mailto:ESchultz at corp.untd.com] Sent: Tuesday, 25 July, 2006 11:07 PM To: Kenneth Crocker; Prasad Deshpande Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] priviledge user : one query > Prasad, > > I may be wrong (and that is OK with me) but I do not > believe you can > give someone the ability to just see just a single ticket in > a Queue. I > believe it is "all or nothing at all". The privilege should be titled > "ShowTickets" instead of "ShowTicket". > > Kenn > LBNL > > Prasad Deshpande wrote: > > Hi > > > > > > > > I have created a privilege user in RT (Ver 3.2.3) so that users can > > create the ticket through web interface. But my problem is > they are able > > to see other tickets in the same queue as well. I want > user to see only > > the tickets which they have created and should able to create the > > tickets in a queue with access to select the custom fields. > > > > > > > > I have tried by deselecting "Let this user be granted > rights" option, > > but with this custom fields are not available to the users while > > creating the tickets. Actually, this is possible. For the interested queue, go to the Group Rights configuration. From there, give Everyone the right to ReplyToTicket and CreateTicket. Then, for the Requestor group, give them ModifyTicket and ShowTicket. This way, requestors can only see what they have requested, and nothing else. But anyone can create or reply to tickets via email. We have this configuration working correctly. Also, if you want to allow Everyone to see the queue in the "New ticket in" drop-down, grant SeeQueue. This is all on a 3.4.x setup. Eric Schultz United Online DISCLAIMER: This message,including any attachments contains confidential and privileged information for the sole use of the intended recipient(s), and is protected by law. If you are not the intended recipient, please destroy all copies of the original message. Any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful. Bajaj Auto reserves the right to record, monitor, and inspect all email communications through its internal and external networks. Your messages shall be subject to such lawful supervision as Bajaj Auto deems necessary in order to protect its information, interests and reputation. Bajaj Auto prohibits and takes steps to prevent its information systems from being used to view, store or forward offensive or discriminatory material. If this message contains such material, please report it to abuse at bajajauto.co.in. From jokermjs19 at comcast.net Thu Jul 27 02:52:22 2006 From: jokermjs19 at comcast.net (Mathew Snyder) Date: Thu, 27 Jul 2006 02:52:22 -0400 Subject: [rt-users] Priority escalation question Message-ID: <44C862A6.9050609@comcast.net> Right now the priority numbering goes from 1 to 99 with 99 being the most important. If I wanted to alter this to go from, say 10 to 1, with 1 being most important am I correct in assuming that the formula should be changed from Priority = Priority + (( FinalPriority - Priority ) / ( DueDate-Today)) to Priority = Priority - (( FinalPriority + Priority ) / ( DueDate-Today)) in EscalatePriority.pm? Thanks Mathew Snyder From azfarhusain at yahoo.com Thu Jul 27 03:32:36 2006 From: azfarhusain at yahoo.com (Its Azfar) Date: Thu, 27 Jul 2006 00:32:36 -0700 (PDT) Subject: [rt-users] Upgrade Question. In-Reply-To: <44C862A6.9050609@comcast.net> Message-ID: <20060727073236.16059.qmail@web39504.mail.mud.yahoo.com> I have installed rt 3.4.5 and rtfm 2.0.4 from rpm. Now I want to upgrade my rt installation to 3.6. I dont know how can I do it. Any help for it. __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From aroman at ziplink.net Thu Jul 27 09:14:23 2006 From: aroman at ziplink.net (Alex Romanauskas) Date: Thu, 27 Jul 2006 09:14:23 -0400 Subject: [rt-users] Users Drop-Down Message-ID: <44C8BC2F.3020201@ziplink.net> I have just upgraded from 3.0.11 to 3.4.5 and for the most part everything has gone very well. The only problem I am having is assigning ticket ownership. The Owner drop down currently shows "Nobody" as the only available choice of owner. Is this a permissions problem or something else? All users in question have ModifyTicket as does Everyone. Thanks -- Alex -- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean. From Chris.Covington at plusone.com Thu Jul 27 09:44:24 2006 From: Chris.Covington at plusone.com (Covington, Chris) Date: Thu, 27 Jul 2006 09:44:24 -0400 Subject: [rt-users] binary attachment corruption? In-Reply-To: <589c94400607261349k700d4219s13e0c21aff86fc97@mail.gmail.com> References: <447CA534.2010709@ucrwcu.rwc.uc.edu> <008301c68598$ee4154e0$0e14140a@ad.serreyn.com> <20060601163432.GF8022@bestpractical.com> <20060607144223.GA9232@grendel.plusone.com> <20060720165436.GF8238@grendel.plusone.com> <20060720170600.GM20065@bestpractical.com> <20060726203515.GB4351@grendel.plusone.com> <589c94400607261349k700d4219s13e0c21aff86fc97@mail.gmail.com> Message-ID: <20060727134424.GC4351@grendel.plusone.com> On Thu, Jul 27, 2006 at 12:49:44AM +0400, Ruslan Zakirov wrote: > Hello, Chris. > Could you backup your DB, and run next to SQL queries? > ALTER TABLE Attachments CHANGE Content Content LONGBLOB NULL; > > Then check if you could binary attachments without problems and report back. > This query is safe but anyway I would suggest you to backup data. Ruslan, Thank you very much! Attachments work perfectly now! --- Chris Covington IT Plus One Health Management 75 Maiden Lane Suite 801 NY, NY 10038 646-312-6269 http://www.plusoneactive.com From Chris.Covington at plusone.com Thu Jul 27 09:53:35 2006 From: Chris.Covington at plusone.com (Covington, Chris) Date: Thu, 27 Jul 2006 09:53:35 -0400 Subject: [rt-users] rt3 db backup script Message-ID: <20060727135335.GD4351@grendel.plusone.com> Hi all, What is the proper mysqldump command for the rt3 database? I have been using: mysqldump --opt rt3 | bzip2 -c >rt3$DATE.sql.bz2 But this seems to corrupt attachments and perhaps other things upon restore using: cat rt3$DATE.sql | mysql -hlocalhost --max_allowed_packet=16M --- Chris Covington IT Plus One Health Management 75 Maiden Lane Suite 801 NY, NY 10038 646-312-6269 http://www.plusoneactive.com From dlamers at elcan.com Thu Jul 27 10:08:30 2006 From: dlamers at elcan.com (Lamers, Dan) Date: Thu, 27 Jul 2006 10:08:30 -0400 Subject: [rt-users] Users Drop-Down Message-ID: <0FB8C170485E29419C3ADAC3A13886CA033F54ED@EMEXCH004002> Alex, You need to grant the 'own ticket' permission in order for the users to appear in the drop-down. Regards, Dan -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Alex Romanauskas Sent: July 27, 2006 9:14 AM To: rt-users Subject: [rt-users] Users Drop-Down I have just upgraded from 3.0.11 to 3.4.5 and for the most part everything has gone very well. The only problem I am having is assigning ticket ownership. The Owner drop down currently shows "Nobody" as the only available choice of owner. Is this a permissions problem or something else? All users in question have ModifyTicket as does Everyone. Thanks -- Alex -- 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 Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html DISCLAIMER: The information in this message is confidential and may be legally privileged. It is intended solely for the addressee. Access to this message by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, or distribution of the message, or any action or omission taken by you in reliance on it, is prohibited and may be unlawful. Please immediately contact the sender if you have received this message in error. Thank you. From mouse at Rodents.Montreal.QC.CA Thu Jul 27 10:10:27 2006 From: mouse at Rodents.Montreal.QC.CA (der Mouse) Date: Thu, 27 Jul 2006 10:10:27 -0400 (EDT) Subject: [rt-users] Internet Explorer Error In-Reply-To: <5C9E8CCEEB81ED498AC0C3B0054704F32AA7CD@webmail.latis.com> References: <5C9E8CCEEB81ED498AC0C3B0054704F32AA7CD@webmail.latis.com> Message-ID: <200607271416.KAA03958@Sparkle.Rodents.Montreal.QC.CA> >> Hi, that problem has been solved!!!! My machine have the name >> rt_dev.example.com and i change to rtdev.example.com , and it works >> fine, the problem was the underscore. > That's not surprising... an underscore is not a valid character in a > hostname, if I recall the RFC correctly. This is true in only some contexts. Email, for example - SMTP does not permit underscores in domain names appearing in SMTP commands and responses. In most other contexts, underscores and miscellaneous other characters are permitted but discouraged. See, for example, the first paragraph of page 5 of RFC 2317. > I'm surprised your DNS server allowed it. All 256 octets are legal in DNS labels; any (supposedly) general-purpose DNS server that doesn't support them is broken. /~\ The ASCII der Mouse \ / Ribbon Campaign X Against HTML mouse at rodents.montreal.qc.ca / \ Email! 7D C8 61 52 5D E7 2D 39 4E F1 31 3E E8 B3 27 4B From ocraig at stillsecure.com Thu Jul 27 10:53:56 2006 From: ocraig at stillsecure.com (Ole Craig) Date: Thu, 27 Jul 2006 08:53:56 -0600 Subject: [rt-users] Internet Explorer Error In-Reply-To: <200607271416.KAA03958@Sparkle.Rodents.Montreal.QC.CA> References: <5C9E8CCEEB81ED498AC0C3B0054704F32AA7CD@webmail.latis.com> <200607271416.KAA03958@Sparkle.Rodents.Montreal.QC.CA> Message-ID: <1154012036.26357.34.camel@hex.latis.com> I stand corrected. (And exposed as a dodderer. Undoubtedly I'm remembering an older RFC; a vague association makes me think somewhere in the 1100s, but I won't be arsed to go find it just now. Come to think of it, I'm pretty sure the same RFC prohibited a leading digit in a token -- i.e. 3com.com -- and I know that's been relaxed.) Cheers, Ole On Thu, 2006-07-27 at 10:10 -0400, der Mouse wrote: > >> Hi, that problem has been solved!!!! My machine have the name > >> rt_dev.example.com and i change to rtdev.example.com , and it works > >> fine, the problem was the underscore. > > That's not surprising... an underscore is not a valid character in a > > hostname, if I recall the RFC correctly. > > This is true in only some contexts. Email, for example - SMTP does not > permit underscores in domain names appearing in SMTP commands and > responses. In most other contexts, underscores and miscellaneous other > characters are permitted but discouraged. See, for example, the first > paragraph of page 5 of RFC 2317. > > > I'm surprised your DNS server allowed it. > > All 256 octets are legal in DNS labels; any (supposedly) > general-purpose DNS server that doesn't support them is broken. > > /~\ The ASCII der Mouse > \ / Ribbon Campaign > X Against HTML mouse at rodents.montreal.qc.ca > / \ Email! 7D C8 61 52 5D E7 2D 39 4E F1 31 3E E8 B3 27 4B > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html -- /Ole Craig Security Engineer 303-381-3802 (main support hotline) 303-381-3824 (my direct line) 303-381-3801 (fax) www.stillsecure.com . . . From ESchultz at corp.untd.com Thu Jul 27 11:16:45 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Thu, 27 Jul 2006 08:16:45 -0700 Subject: [rt-users] priviledge user : one query Message-ID: <5613F89D78D2F545A40423EBA5535C3010E13C75@LAXEVS01.lax.corp.int.untd.com> Unless you grant Everyone or Privileged the right "ShowTicket", the queue should not show up in the "Quick Search" for that user. So make sure only Requestor has ShowTicket, and that the other two groups do not. Eric Schultz United Online > -----Original Message----- > From: Prasad Deshpande [mailto:prasaddeshpande at bajajfinance.in] > Sent: Wednesday, July 26, 2006 10:11 PM > To: Schultz, Eric; Kenneth Crocker > Cc: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] priviledge user : one query > > Hi, > > Thanks Eric, Kenneth for your valuable inputs. I have configured the > same and it is working fine. With this requesters are able to see the > tickets which they have created. > > But I have one more query; I do not want requestor to know > the status of > open and new tickets in a queue. Current they can see this from 'Quick > Search'. Is there any way to restrict this? I want owners to see the > queue status but not the requestor. > > Thanks again for your help. > > Prasad Deshpande > Bajaj Finance > > -----Original Message----- > From: Schultz, Eric [mailto:ESchultz at corp.untd.com] > Sent: Tuesday, 25 July, 2006 11:07 PM > To: Kenneth Crocker; Prasad Deshpande > Cc: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] priviledge user : one query > > > > Prasad, > > > > I may be wrong (and that is OK with me) but I do not > > believe you can > > give someone the ability to just see just a single ticket in > > a Queue. I > > believe it is "all or nothing at all". The privilege should > be titled > > "ShowTickets" instead of "ShowTicket". > > > > Kenn > > LBNL > > > > Prasad Deshpande wrote: > > > Hi > > > > > > > > > > > > I have created a privilege user in RT (Ver 3.2.3) so that > users can > > > create the ticket through web interface. But my problem is > > they are able > > > to see other tickets in the same queue as well. I want > > user to see only > > > the tickets which they have created and should able to create the > > > tickets in a queue with access to select the custom fields. > > > > > > > > > > > > I have tried by deselecting "Let this user be granted > > rights" option, > > > but with this custom fields are not available to the users while > > > creating the tickets. > > Actually, this is possible. For the interested queue, go to the Group > Rights configuration. From there, give Everyone the right to > ReplyToTicket and CreateTicket. Then, for the Requestor group, give > them ModifyTicket and ShowTicket. This way, requestors can only see > what they have requested, and nothing else. But anyone can create or > reply to tickets via email. We have this configuration working > correctly. Also, if you want to allow Everyone to see the > queue in the > "New ticket in" drop-down, grant SeeQueue. This is all on a 3.4.x > setup. > > Eric Schultz > United Online > > > DISCLAIMER: > This message,including any attachments contains confidential > and privileged information for the sole use of the intended > recipient(s), and is protected by law. If you are not the > intended recipient, please destroy all copies of the original > message. Any unauthorized review, use, disclosure, > dissemination, forwarding, printing or copying of this email > or any action taken in reliance on this e-mail is strictly > prohibited and may be unlawful. > Bajaj Auto reserves the right to record, monitor, and inspect > all email communications through its internal and external > networks. Your messages shall be subject to such lawful > supervision as Bajaj Auto deems necessary in order to protect > its information, interests and reputation. Bajaj Auto > prohibits and takes steps to prevent its information systems > from being used to view, store or forward offensive or > discriminatory material. If this message contains such > material, please report it to abuse at bajajauto.co.in. > From mnichols at wayport.net Thu Jul 27 11:20:18 2006 From: mnichols at wayport.net (Matt Nichols) Date: Thu, 27 Jul 2006 10:20:18 -0500 Subject: [rt-users] ldap overlay with callback Message-ID: <52AD365BD79BA048B359E3F4411D45150E2B701A@exchange01.wayad.corp.wayport.net> Hello, I've been successfully using the LDAP Overlay (http://wiki.bestpractical.com/index.cgi?LdapUserLocalOverlay) for some time now and I'd like to start using LdapAutocreateAuthCallback .. My RT installation (3.4.4.1 installed form a debian package) didn't have the "local" directory structure so I created: /usr/share/request-tracker3.4/local/html/Callbacks/LDAP/autohandler/ and added the code from LdapAutocreateAuthCallback to a file called Auth. I've restarted apache but RT does not seem to be aware of this Callback code. New users who attempt to login to the web interface for the first time (who exist in AD/LDAP) are not allowed to login. The logs show: [Thu Jul 27 15:03:23 2006] [error]: FAILED LOGIN for someuser from some.ip.address (/usr/share/request-tracker3.4/html/autohandler:191) A point in the right direction would be appreciated. -------------- next part -------------- An HTML attachment was scrubbed... URL: From mouse at Rodents.Montreal.QC.CA Thu Jul 27 11:52:30 2006 From: mouse at Rodents.Montreal.QC.CA (der Mouse) Date: Thu, 27 Jul 2006 11:52:30 -0400 (EDT) Subject: [rt-users] Internet Explorer Error In-Reply-To: <1154012036.26357.34.camel@hex.latis.com> References: <5C9E8CCEEB81ED498AC0C3B0054704F32AA7CD@webmail.latis.com> <200607271416.KAA03958@Sparkle.Rodents.Montreal.QC.CA> <1154012036.26357.34.camel@hex.latis.com> Message-ID: <200607271557.LAA05007@Sparkle.Rodents.Montreal.QC.CA> > ([...]. Come to think of it, I'm pretty sure the same RFC prohibited > a leading digit in a token -- i.e. 3com.com -- and I know that's been > relaxed.) Well, RFC 952 ("DOD INTERNET HOST TABLE SPECIFICATION") does say 1. A "name" (Net, Host, Gateway, or Domain name) is a text string up to 24 characters drawn from the alphabet (A-Z), digits (0-9), minus sign (-), and period (.). Note that periods are only allowed when they serve to delimit components of "domain style names". (See RFC-921, "Domain Name System Implementation Schedule", for background). No blank or space characters are permitted as part of a name. No distinction is made between upper and lower case. The first character must be an alpha character. The last character must not be a minus sign or period. A host which serves as a GATEWAY should have "-GATEWAY" or "-GW" as part of its name. Hosts which do not serve as Internet gateways should not use "-GATEWAY" and "-GW" as part of their names. A host which is a TAC should have "-TAC" as the last part of its host name, if it is a DoD host. Single character names or nicknames are not allowed. These restrictions may be what you're thinking of - but, as you say, they are long outdated now. RFC952 also says the hosts file can be fetched from 10.0.0.51.... /~\ The ASCII der Mouse \ / Ribbon Campaign X Against HTML mouse at rodents.montreal.qc.ca / \ Email! 7D C8 61 52 5D E7 2D 39 4E F1 31 3E E8 B3 27 4B From todd at chaka.net Thu Jul 27 12:27:40 2006 From: todd at chaka.net (Todd Chapman) Date: Thu, 27 Jul 2006 12:27:40 -0400 Subject: [rt-users] How to query for tickets with no open dependencies? Message-ID: <20060727162740.GU27296@chaka.net> Any know how to use the query builder to find tickets that have to open tickets that they depend on? Thanks. -Todd From dmbeethe at fedex.com Thu Jul 27 13:33:16 2006 From: dmbeethe at fedex.com (Don Beethe) Date: Thu, 27 Jul 2006 12:33:16 -0500 Subject: [rt-users] RE: 3.6 continual re-login issue [A Fix!] Message-ID: Finally managed to get this fixed... We have a local copy of autohandler with ldap integration. Went thru the ldap portion and made some changes in it and now everything is working. Seems the problem was caused by the way I had to set up our database lookup versus the way corporate rt set up theirs. Thanks for all the help Jesse.. From jesse at bestpractical.com Thu Jul 27 13:40:10 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 27 Jul 2006 10:40:10 -0700 Subject: [rt-users] How to query for tickets with no open dependencies? In-Reply-To: <20060727162740.GU27296@chaka.net> References: <20060727162740.GU27296@chaka.net> Message-ID: On Jul 27, 2006, at 9:27 AM, Todd Chapman wrote: > Any know how to use the query builder to find tickets that > have to open tickets that they depend on? We've always done it as a second filter at the code level after doing the DB search. It's not ideal, but it's always been "good enough" Jesse > > Thanks. > > -Todd > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http:// > bestpractical.com/about/jobs.html > -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From nmetrowsky at digitalglobe.com Thu Jul 27 13:42:57 2006 From: nmetrowsky at digitalglobe.com (Nick Metrowsky) Date: Thu, 27 Jul 2006 11:42:57 -0600 Subject: [rt-users] Future Release of RT beyond 3.6.0 Message-ID: Hi Everyone, Could anyone give a good estimate to when Request Tracker 3.6.1 will be released into production? Take care! Nick ------------------------------------------------------------------------ --------- Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax nmetrowsky at digitalglobe.com DigitalGlobe (r), An Imaging and Information Company http://www.digitalglobe.com ------------------------------------------------------------------------ --------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From eharvey at chilsemi.com Thu Jul 27 14:35:45 2006 From: eharvey at chilsemi.com (Edward Harvey) Date: Thu, 27 Jul 2006 14:35:45 -0400 Subject: [rt-users] Seemingly a bug? Message-ID: In my RT system (RT 3.4.2 on RHEL 4) We have several users. For example, gmartin has email address gmartin at chilsemi.com tcandage has email address tcandage at chilsemi.com and so forth. For some reason, when I login as root, and try to change the email address for eharvey, I can't do it. If I enter eharvey at chilsemi.com, then I get the response "User eharvey: Illegal value for EmailAddress" If I enter anything else, for example, eharveyy at chilsemi.com or edward.harvey at chilsemi.com, everything works just fine. It's only the value "eharvey at chilsemi.com" that's no good. Any ideas? ------ Edward Harvey Phone: 978-640-0011 x238 Cell: 603-283-6464 This e-mail is intended for the person(s) to whom it is addressed and may contain information which is PRIVILEGED or CONFIDENTIAL. Any unauthorized use, distribution, copying or disclosure by any person other than the addressee(s) is strictly prohibited. If you have received this e-mail in error, please notify the sender immediately by return mail and delete the message and any attachments from your system. From onkars at wolfram.com Thu Jul 27 14:57:32 2006 From: onkars at wolfram.com (Onkar Singh) Date: Thu, 27 Jul 2006 12:57:32 -0600 Subject: [rt-users] Changing ownership of a bunch of tickets Message-ID: <44C90C9C.3030107@wolfram.com> Hello, I have a question regarding changing the ownership of a bunch of tickets. Let us say I have 50 tickets whose owner is "blah" - out of those 20 are either open or new. I want to change the ownership of these 20 tickets to "foo". Is there a way I can do this without having to go to each of these tickets manually and changing the owner? Thanks, - Onkar From todd at chaka.net Thu Jul 27 14:41:33 2006 From: todd at chaka.net (Todd Chapman) Date: Thu, 27 Jul 2006 14:41:33 -0400 Subject: [rt-users] Seemingly a bug? In-Reply-To: References: Message-ID: <20060727184133.GW27296@chaka.net> You have another user, possibly disabled with that email address. On Thu, Jul 27, 2006 at 02:35:45PM -0400, Edward Harvey wrote: > In my RT system (RT 3.4.2 on RHEL 4) > We have several users. For example, > gmartin has email address gmartin at chilsemi.com > tcandage has email address tcandage at chilsemi.com > and so forth. > > For some reason, when I login as root, and try to change the email > address for eharvey, I can't do it. > > If I enter eharvey at chilsemi.com, then I get the response "User eharvey: > Illegal value for EmailAddress" > > If I enter anything else, for example, eharveyy at chilsemi.com or > edward.harvey at chilsemi.com, everything works just fine. It's only the > value "eharvey at chilsemi.com" that's no good. > > Any ideas? > > > ------ > Edward Harvey > Phone: 978-640-0011 x238 > Cell: 603-283-6464 > > This e-mail is intended for the person(s) to whom it is addressed and > may contain information which is PRIVILEGED or CONFIDENTIAL. Any > unauthorized use, distribution, copying or disclosure by any person > other than the addressee(s) is strictly prohibited. If you have > received this e-mail in error, please notify the sender immediately by > return mail and delete the message and any attachments from your system. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From HelmuthRamirez at compupay.com Thu Jul 27 14:44:14 2006 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Thu, 27 Jul 2006 14:44:14 -0400 Subject: [rt-users] Changing ownership of a bunch of tickets Message-ID: <7314881427FC8A4081673E8CEEA792490226035C@EXMIAMI01.compupay.com> Once you have the tickets you want in view (via a search), you can click on "Update Multiple Tickets" and do what you gotta do. That is in 3.6. Not sure if it applies to you since you didn't mention the version you're running -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Onkar Singh Sent: Thursday, July 27, 2006 2:58 PM To: rt-users Subject: [rt-users] Changing ownership of a bunch of tickets Hello, I have a question regarding changing the ownership of a bunch of tickets. Let us say I have 50 tickets whose owner is "blah" - out of those 20 are either open or new. I want to change the ownership of these 20 tickets to "foo". Is there a way I can do this without having to go to each of these tickets manually and changing the owner? Thanks, - Onkar _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From jcolson at voidgate.org Thu Jul 27 14:44:45 2006 From: jcolson at voidgate.org (Joshua Colson) Date: Thu, 27 Jul 2006 11:44:45 -0700 Subject: [rt-users] Changing ownership of a bunch of tickets In-Reply-To: <44C90C9C.3030107@wolfram.com> References: <44C90C9C.3030107@wolfram.com> Message-ID: <1154025885.6671.27.camel@s60r.ination.com> On Thu, 2006-07-27 at 12:57 -0600, Onkar Singh wrote: > Hello, > > I have a question regarding changing the ownership of a bunch of tickets. > > Let us say I have 50 tickets whose owner is "blah" - out of those 20 are > either open or new. > > I want to change the ownership of these 20 tickets to "foo". > > Is there a way I can do this without having to go to each of these > tickets manually and changing the owner? Sure, just craft a search that returns the tickets you want to update, then click the 'Bulk Update' link. -- Joshua Colson From tsmith at loc.gov Thu Jul 27 14:46:41 2006 From: tsmith at loc.gov (Timothy Smith) Date: Thu, 27 Jul 2006 14:46:41 -0400 Subject: [rt-users] Changing ownership of a bunch of tickets Message-ID: >>> Onkar Singh 07/27/06 2:57 PM >>> Let us say I have 50 tickets whose owner is "blah" - out of those 20 are either open or new. I want to change the ownership of these 20 tickets to "foo". Is there a way I can do this without having to go to each of these tickets manually and changing the owner? Do a search for tickets that are open|new and owned by blah. Scroll to the bottom of the page; click "Update Multiple Tickets" in the bottom-right corner. Check the cases you want to change, fill in "foo" under "Make Owner" (checking "Force" is probably necessary? and in any case won't hurt), click Update. Tim Smith From onkars at wolfram.com Thu Jul 27 15:55:14 2006 From: onkars at wolfram.com (Onkar Singh) Date: Thu, 27 Jul 2006 13:55:14 -0600 Subject: [rt-users] Changing ownership of a bunch of tickets In-Reply-To: <7314881427FC8A4081673E8CEEA792490226035C@EXMIAMI01.compupay.com> References: <7314881427FC8A4081673E8CEEA792490226035C@EXMIAMI01.compupay.com> Message-ID: <44C91A22.1020105@wolfram.com> Thanks a lot! That worked. - Onkar Helmuth Ramirez wrote: > Once you have the tickets you want in view (via a search), you can click > on "Update Multiple Tickets" and do what you gotta do. > > That is in 3.6. Not sure if it applies to you since you didn't mention > the version you're running > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Onkar > Singh > Sent: Thursday, July 27, 2006 2:58 PM > To: rt-users > Subject: [rt-users] Changing ownership of a bunch of tickets > > Hello, > > I have a question regarding changing the ownership of a bunch of > tickets. > > Let us say I have 50 tickets whose owner is "blah" - out of those 20 are > > either open or new. > > I want to change the ownership of these 20 tickets to "foo". > > Is there a way I can do this without having to go to each of these > tickets manually and changing the owner? > > Thanks, > > - Onkar > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > > From oliveros at cpqd.com.br Thu Jul 27 15:27:01 2006 From: oliveros at cpqd.com.br (Dario Luis Coneglian Oliveros) Date: Thu, 27 Jul 2006 16:27:01 -0300 Subject: [rt-users] enabling 'take' action in unowned tickets window Message-ID: <44C91385.1010000@cpqd.com.br> How do I get 'take' action to be availabled at unowned tickets window ? When logging as admin, this action does appear along each ticket on this window. However when a different user logs in, the same does not happen. This user belongs to a group that has been granted privileges to make any changes to tickets, queues and global information. If this user does a search and selects a unowned ticket from the results, then he(she) will be able to take the ticket. BTW, I am running RT 3.6.0. Any guess ? Thanks, D?rio From todd at chaka.net Thu Jul 27 15:37:47 2006 From: todd at chaka.net (Todd Chapman) Date: Thu, 27 Jul 2006 15:37:47 -0400 Subject: [rt-users] How to query for tickets with no open dependencies? In-Reply-To: References: <20060727162740.GU27296@chaka.net> Message-ID: <20060727193747.GX27296@chaka.net> On Thu, Jul 27, 2006 at 10:40:10AM -0700, Jesse Vincent wrote: > > On Jul 27, 2006, at 9:27 AM, Todd Chapman wrote: > > >Any know how to use the query builder to find tickets that > >have to open tickets that they depend on? > > We've always done it as a second filter at the code level after doing > the DB search. It's not ideal, but it's always been "good enough" > Jesse, Can it be done with SQL/DBIx::SB? I have join Tickets to Links, and to Tickets again (Tickets2). The part I can't figure out is how to make the SQL return only Tickets where all the linked tickets are resolved, and not where one is rejected. And I can't figure out how to not return ticket that are not linked at all. Any pointers are appreciated... From HelmuthRamirez at compupay.com Thu Jul 27 16:02:08 2006 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Thu, 27 Jul 2006 16:02:08 -0400 Subject: [rt-users] enabling 'take' action in unowned tickets window Message-ID: <7314881427FC8A4081673E8CEEA792490226035E@EXMIAMI01.compupay.com> Ok, may not be this easy, but did you check to see if the 'Take' option is there in the Show Columns option when you 'edit' that window? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dario Luis Coneglian Oliveros Sent: Thursday, July 27, 2006 3:27 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] enabling 'take' action in unowned tickets window How do I get 'take' action to be availabled at unowned tickets window ? When logging as admin, this action does appear along each ticket on this window. However when a different user logs in, the same does not happen. This user belongs to a group that has been granted privileges to make any changes to tickets, queues and global information. If this user does a search and selects a unowned ticket from the results, then he(she) will be able to take the ticket. BTW, I am running RT 3.6.0. Any guess ? Thanks, D?rio _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From eric.valor at daimlerchrysler.com Thu Jul 27 16:16:12 2006 From: eric.valor at daimlerchrysler.com (eric.valor at daimlerchrysler.com) Date: Thu, 27 Jul 2006 13:16:12 -0700 Subject: [rt-users] Re: RT-Users Digest, Vol 28, Issue 90 In-Reply-To: <20060727160006.7A32A4D82F9@diesel.bestpractical.com> Message-ID: Matt: I'm a Deb-head, too. Debian stores its RT local stuff in /usr/local/share/request-tracker3.4. Your LdapAutocreateAuthCallback should go in /usr/local/share/request-tracker3.4/html/. -- Eric N. Valor Information Technology Manager DaimlerChrysler Research & Technology North America, Inc. eric.valor at daimlerchrysler.com 1510 Page Mill Road, Palo Alto, CA 94304 CIMS 931-00-00 650-845-2536 : This Space Intentionally Left Blank : I've been successfully using the LDAP Overlay (http://wiki.bestpractical.com/index.cgi?LdapUserLocalOverlay) for some time now and I'd like to start using LdapAutocreateAuthCallback .. My RT installation (3.4.4.1 installed form a debian package) didn't have the "local" directory structure so I created: /usr/share/request-tracker3.4/local/html/Callbacks/LDAP/autohandler/ and added the code from LdapAutocreateAuthCallback to a file called Auth. I've restarted apache but RT does not seem to be aware of this Callback code. New users who attempt to login to the web interface for the first time (who exist in AD/LDAP) are not allowed to login. The logs show: [Thu Jul 27 15:03:23 2006] [error]: FAILED LOGIN for someuser from some.ip.address (/usr/share/request-tracker3.4/html/autohandler:191) A point in the right direction would be appreciated. -------------- next part -------------- An HTML attachment was scrubbed... URL: From oliveros at cpqd.com.br Thu Jul 27 16:21:13 2006 From: oliveros at cpqd.com.br (Dario Luis Coneglian Oliveros) Date: Thu, 27 Jul 2006 17:21:13 -0300 Subject: [rt-users] enabling 'take' action in unowned tickets window In-Reply-To: <7314881427FC8A4081673E8CEEA792490226035E@EXMIAMI01.compupay.com> References: <7314881427FC8A4081673E8CEEA792490226035E@EXMIAMI01.compupay.com> Message-ID: <44C92039.5040401@cpqd.com.br> Yes, I did. The 'Take' option is there as loc(Take). I just wonder if this is an expected behaviour or a bug. First I thought it was a permission problem, but then I noticed the user could take the ticket using a different way. Any help is appreciated. D?rio Helmuth Ramirez wrote: >Ok, may not be this easy, but did you check to see if the 'Take' option is there in the Show Columns option when you 'edit' that window? > >-----Original Message----- >From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dario Luis Coneglian Oliveros >Sent: Thursday, July 27, 2006 3:27 PM >To: rt-users at lists.bestpractical.com >Subject: [rt-users] enabling 'take' action in unowned tickets window > >How do I get 'take' action to be availabled at unowned tickets window ? >When logging as admin, this action does appear along each ticket on this >window. >However when a different user logs in, the same does not happen. >This user belongs to a group that has been granted privileges to make >any changes to tickets, queues and global information. >If this user does a search and selects a unowned ticket from the >results, then he(she) will be able to take the ticket. >BTW, I am running RT 3.6.0. >Any guess ? >Thanks, >D?rio > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com > > >We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > > From mnichols at wayport.net Thu Jul 27 16:39:03 2006 From: mnichols at wayport.net (Matt Nichols) Date: Thu, 27 Jul 2006 15:39:03 -0500 Subject: [rt-users] RE: RT-Users Digest, Vol 28, Issue 90 In-Reply-To: Message-ID: <52AD365BD79BA048B359E3F4411D45150E2B70DD@exchange01.wayad.corp.wayport.net> Thanks much, Eric. That worked perfectly. ________________________________ From: eric.valor at daimlerchrysler.com [mailto:eric.valor at daimlerchrysler.com] Sent: Thursday, July 27, 2006 3:16 PM To: rt-users at lists.bestpractical.com Cc: Matt Nichols Subject: Re: RT-Users Digest, Vol 28, Issue 90 Matt: I'm a Deb-head, too. Debian stores its RT local stuff in /usr/local/share/request-tracker3.4. Your LdapAutocreateAuthCallback should go in /usr/local/share/request-tracker3.4/html/. -- Eric N. Valor Information Technology Manager DaimlerChrysler Research & Technology North America, Inc. eric.valor at daimlerchrysler.com 1510 Page Mill Road, Palo Alto, CA 94304 CIMS 931-00-00 650-845-2536 : This Space Intentionally Left Blank : I've been successfully using the LDAP Overlay (http://wiki.bestpractical.com/index.cgi?LdapUserLocalOverlay) for some time now and I'd like to start using LdapAutocreateAuthCallback .. My RT installation (3.4.4.1 installed form a debian package) didn't have the "local" directory structure so I created: /usr/share/request-tracker3.4/local/html/Callbacks/LDAP/autohandler/ and added the code from LdapAutocreateAuthCallback to a file called Auth. I've restarted apache but RT does not seem to be aware of this Callback code. New users who attempt to login to the web interface for the first time (who exist in AD/LDAP) are not allowed to login. The logs show: [Thu Jul 27 15:03:23 2006] [error]: FAILED LOGIN for someuser from some.ip.address (/usr/share/request-tracker3.4/html/autohandler:191) A point in the right direction would be appreciated. -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Thu Jul 27 16:59:59 2006 From: todd at chaka.net (Todd Chapman) Date: Thu, 27 Jul 2006 16:59:59 -0400 Subject: [rt-users] How to give all users saved search rights for only themselves? Message-ID: <20060727205959.GY27296@chaka.net> It would seem that giving Edit/Load/Create SavedSearch globally would give the right on all groups the user is a member of. How do you give those rights too all users for just themselves? Thanks. -Todd From ruslan.zakirov at gmail.com Thu Jul 27 17:16:56 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 28 Jul 2006 01:16:56 +0400 Subject: [rt-users] How to give all users saved search rights for only themselves? In-Reply-To: <20060727205959.GY27296@chaka.net> References: <20060727205959.GY27296@chaka.net> Message-ID: <589c94400607271416q4260b8c9ufd4935164d1d6752@mail.gmail.com> With script? On 7/28/06, Todd Chapman wrote: > It would seem that giving Edit/Load/Create SavedSearch globally > would give the right on all groups the user is a member of. > How do you give those rights too all users for just themselves? > > Thanks. > > -Todd > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From todd at chaka.net Thu Jul 27 17:24:27 2006 From: todd at chaka.net (Todd Chapman) Date: Thu, 27 Jul 2006 17:24:27 -0400 Subject: [rt-users] How to give all users saved search rights for only themselves? In-Reply-To: <589c94400607271416q4260b8c9ufd4935164d1d6752@mail.gmail.com> References: <20060727205959.GY27296@chaka.net> <589c94400607271416q4260b8c9ufd4935164d1d6752@mail.gmail.com> Message-ID: <20060727212427.GZ27296@chaka.net> On Fri, Jul 28, 2006 at 01:16:56AM +0400, Ruslan Zakirov wrote: > With script? Seriously? I would think a user could save his own searches by default. Or at least have it controlled by ModifySelf. > > On 7/28/06, Todd Chapman wrote: > >It would seem that giving Edit/Load/Create SavedSearch globally > >would give the right on all groups the user is a member of. > >How do you give those rights too all users for just themselves? > > > >Thanks. > > > >-Todd > > > >_______________________________________________ > >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > >Community help: http://wiki.bestpractical.com > >Commercial support: sales at bestpractical.com > > > > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >Buy a copy at http://rtbook.bestpractical.com > > > > > >We're hiring! Come hack Perl for Best Practical: > >http://bestpractical.com/about/jobs.html > > > > > -- > Best regards, Ruslan. From eharvey at chilsemi.com Thu Jul 27 17:51:56 2006 From: eharvey at chilsemi.com (Edward Harvey) Date: Thu, 27 Jul 2006 17:51:56 -0400 Subject: [rt-users] Seemingly a bug? Message-ID: > You have another user, possibly disabled with that email address. That's what I thought too, but I've systematically double-checked every user, including disabled users, and there are no other users with the same email address. Any other reason this might happen? > > On Thu, Jul 27, 2006 at 02:35:45PM -0400, Edward Harvey wrote: > > In my RT system (RT 3.4.2 on RHEL 4) > > We have several users. For example, > > gmartin has email address gmartin at chilsemi.com > > tcandage has email address tcandage at chilsemi.com > > and so forth. > > > > For some reason, when I login as root, and try to change the email > > address for eharvey, I can't do it. > > > > If I enter eharvey at chilsemi.com, then I get the response > "User eharvey: > > Illegal value for EmailAddress" > > > > If I enter anything else, for example, eharveyy at chilsemi.com or > > edward.harvey at chilsemi.com, everything works just fine. > It's only the > > value "eharvey at chilsemi.com" that's no good. > > > > Any ideas? > > > > > > ------ > > Edward Harvey > > Phone: 978-640-0011 x238 > > Cell: 603-283-6464 > > > > This e-mail is intended for the person(s) to whom it is > addressed and > > may contain information which is PRIVILEGED or CONFIDENTIAL. Any > > unauthorized use, distribution, copying or disclosure by any person > > other than the addressee(s) is strictly prohibited. If you have > > received this e-mail in error, please notify the sender > immediately by > > return mail and delete the message and any attachments from > your system. > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com Commercial support: > > sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from > O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > We're hiring! Come hack Perl for Best Practical: > > http://bestpractical.com/about/jobs.html > From jokermjs19 at comcast.net Thu Jul 27 19:28:08 2006 From: jokermjs19 at comcast.net (Mathew) Date: Thu, 27 Jul 2006 19:28:08 -0400 Subject: [rt-users] rt3 db backup script In-Reply-To: <20060727135335.GD4351@grendel.plusone.com> References: <20060727135335.GD4351@grendel.plusone.com> Message-ID: <44C94C08.9060304@comcast.net> This is what we use at work: http://sourceforge.net/project/showfiles.php?group_id=101066&package_id=108655 Mathew Snyder Covington, Chris wrote: > Hi all, > > What is the proper mysqldump command for the rt3 database? I have been > using: > > mysqldump --opt rt3 | bzip2 -c >rt3$DATE.sql.bz2 > > But this seems to corrupt attachments and perhaps other things upon > restore using: > > cat rt3$DATE.sql | mysql -hlocalhost --max_allowed_packet=16M > > --- > Chris Covington > IT > Plus One Health Management > 75 Maiden Lane Suite 801 > NY, NY 10038 > 646-312-6269 > http://www.plusoneactive.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > > From mcdonald at triumf.ca Thu Jul 27 19:46:41 2006 From: mcdonald at triumf.ca (Steven McDonald) Date: Thu, 27 Jul 2006 16:46:41 -0700 Subject: [rt-users] AutoSetOwner issue Message-ID: <44C95061.9050105@triumf.ca> Hi I am using the AutoSetOwner scrip as described on http://wiki.bestpractical.com/index.cgi?AutoSetOwner The problem I am seeing is that when enabled it seems to send out an email with the following message in the message body This transaction appears to have no content It also seems to be set after the email first notifications since the email notifications still say the owner is nobody and yet the web page for the ticker reports that an owner is set. This second is not a big deal, but how can I stop the email with content shown above from ever being sent. Thanks for any suggestions Steve From liuzmus at yahoo.com Thu Jul 27 20:51:52 2006 From: liuzmus at yahoo.com (Zhiming Liu) Date: Thu, 27 Jul 2006 17:51:52 -0700 (PDT) Subject: [rt-users] Codes for sending email to Ccs? Message-ID: <20060728005152.50065.qmail@web32803.mail.mud.yahoo.com> Hi Is any one have a 'Custom action cleanup code' or template can send email to Ccs? Thanks, Zhiming. __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From rfh at pipex.net Fri Jul 28 04:18:16 2006 From: rfh at pipex.net (Roy El-Hames) Date: Fri, 28 Jul 2006 09:18:16 +0100 Subject: [rt-users] AutoSetOwner issue In-Reply-To: <44C95061.9050105@triumf.ca> References: <44C95061.9050105@triumf.ca> Message-ID: <44C9C848.4010900@pipex.net> Steven; If you have set the template to Blank, then it should n't be sending any emails at all .. Ist possible that you have another scrip with condition on OwnerChange, that is sending these emails?? I did n't like the "This transaction appears to have no content" so for any template used for owner or status change I put the following code to include the original request in the mail message: { my $cont = ''; my $trans = $Ticket->Transactions; $trans->Limit(FIELD => 'Type', VALUE => 'Create'); while (my $tran = $trans->Next) { my $attach = $tran->Attachments; while (my $msg = $attach->Next){ next unless $msg->ContentType =~ m!^(text/plain|message|text$)!i; my $content = $msg->Content; next unless $content; next if $cont eq $content; $cont = $content; my $wrapper = Text::Wrapper->new(columns=>70); $cont = $wrapper->wrap($cont); } } $cont ; } Roy Steven McDonald wrote: > Hi > > I am using the AutoSetOwner scrip as described on > http://wiki.bestpractical.com/index.cgi?AutoSetOwner > > The problem I am seeing is that when enabled it seems to send out > an email with the following message in the message body > > This transaction appears to have no content > > > > It also seems to be set after the email first notifications since > the email notifications still say the owner is nobody and yet the web > page for the ticker reports that an owner is set. This second is not a > big deal, but how can I stop the email with content shown above from > ever being sent. > > Thanks for any suggestions > Steve > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > From rfh at pipex.net Fri Jul 28 04:19:55 2006 From: rfh at pipex.net (Roy El-Hames) Date: Fri, 28 Jul 2006 09:19:55 +0100 Subject: [rt-users] Codes for sending email to Ccs? In-Reply-To: <20060728005152.50065.qmail@web32803.mail.mud.yahoo.com> References: <20060728005152.50065.qmail@web32803.mail.mud.yahoo.com> Message-ID: <44C9C8AB.6010607@pipex.net> Zhiming: This is available by default .. from the Action drop down ?!! Roy Zhiming Liu wrote: > Hi Is any one have a 'Custom action cleanup code' or > template can send email to Ccs? Thanks, Zhiming. > > __________________________________________________ > Do You Yahoo!? > Tired of spam? Yahoo! Mail has the best spam protection around > http://mail.yahoo.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > > From rfh at pipex.net Fri Jul 28 04:31:35 2006 From: rfh at pipex.net (Roy El-Hames) Date: Fri, 28 Jul 2006 09:31:35 +0100 Subject: [rt-users] rt soap server Message-ID: <44C9CB67.5060109@pipex.net> Hi there; Has anyone implemented a soap functionality to RT (3.6 -- or any other version) .. On googling I noticed that Jesse tried something over 3 years ago .. could n't see anything more recent?? Roy From colin at cipher-it.co.uk Fri Jul 28 06:46:38 2006 From: colin at cipher-it.co.uk (Colin Durrant) Date: Fri, 28 Jul 2006 11:46:38 +0100 Subject: [rt-users] Simple project management References: <2B7B7880538AA440B5FBCE7A56E8CB452B55DC@TF-FS2.internal.techfluent.com> Message-ID: you could use dotproject and get dotproject to email RT with updates. For example setup a queue for each project or simply use dotproject all by itself. http://www.dotproject.net/ Thanks and kind regards Colin Durrant Technical Director Cipher-IT Ltd 0870 242 6241 "First they ignore you, then they laugh at you, then they fight you, then you eat them." -- Godzilla ________________________________ From: rt-users-bounces at lists.bestpractical.com on behalf of Duncan Shannon Sent: Wed 26/07/2006 19:44 To: Ziya Suzen; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Simple project management > > I was wondering if anyone was interested in a simple project management > utility in RT? Or do you know any simple project management solution using Very interested! _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html -------------- next part -------------- An HTML attachment was scrubbed... URL: From oliveros at cpqd.com.br Fri Jul 28 07:58:02 2006 From: oliveros at cpqd.com.br (Dario Luis Coneglian Oliveros) Date: Fri, 28 Jul 2006 08:58:02 -0300 Subject: [rt-users] Simple project management In-Reply-To: References: <2B7B7880538AA440B5FBCE7A56E8CB452B55DC@TF-FS2.internal.techfluent.com> Message-ID: <44C9FBCA.4040004@cpqd.com.br> I love the idea about having some sort of integration with dotProject ! Colin Durrant wrote: > you could use dotproject and get dotproject to email RT with updates. > For example setup a queue for each project or simply use dotproject > all by itself. > > http://www.dotproject.net/ > > Thanks and kind regards > > Colin Durrant > Technical Director > Cipher-IT Ltd > > 0870 242 6241 > > "First they ignore you, then they laugh at you, then they fight you, > then you eat them." > -- Godzilla > > *From:* rt-users-bounces at lists.bestpractical.com on behalf of Duncan > Shannon > *Sent:* Wed 26/07/2006 19:44 > *To:* Ziya Suzen; rt-users at lists.bestpractical.com > *Subject:* RE: [rt-users] Simple project management > > > > > I was wondering if anyone was interested in a simple project > management > > utility in RT? Or do you know any simple project management solution > using > > > Very interested! > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > >------------------------------------------------------------------------ > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com > > >We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -------------- next part -------------- An HTML attachment was scrubbed... URL: From i.norton at lancaster.ac.uk Fri Jul 28 09:15:34 2006 From: i.norton at lancaster.ac.uk (Norton, Ian) Date: Fri, 28 Jul 2006 14:15:34 +0100 Subject: [rt-users] default refresh rate Message-ID: Hi Mathew, > Where do I change the default refresh rate from "Don't > refresh this page" to any of the other options? There isn't a way to do this as a system wide default in the existing configuration. I extracted a patch from the LDAP overlay at www.mosemann.com to do this: http://www.lancs.ac.uk/~norton/dev/rt/notes.html#20050506__system_wide_c onfigurable_default_refresh_periods This patch works with 3.4.x. I have an updated version for 3.6.0 but havn't yet updated the docs or tested it in production. Any chance we could see a system wide default refresh period in the distributed config development type peeps? Regards, Ian. From aroman at ziplink.net Fri Jul 28 09:34:00 2006 From: aroman at ziplink.net (Alex Romanauskas) Date: Fri, 28 Jul 2006 09:34:00 -0400 Subject: [rt-users] Users Drop-Down In-Reply-To: <0FB8C170485E29419C3ADAC3A13886CA033F54ED@EMEXCH004002> References: <0FB8C170485E29419C3ADAC3A13886CA033F54ED@EMEXCH004002> Message-ID: <44CA1248.8090800@ziplink.net> Dan, Own Ticket is enabled for all users and Everyone. In case it could be some other permission level here is what is assigned to the standard users: CommentOnTicket CreateTicket ModifySelf ModifyTicket OwnTicket ReplyToTicket SeeQueue ShowTicket ShowTicketComments Watch WatchAsAdminCc I have also noticed that you can't even use query builder to search by owner as that drop-down also just shows nobody. Thanks -- Alex Lamers, Dan wrote: > Alex, > > You need to grant the 'own ticket' permission in order for the users to > appear in the drop-down. > > Regards, > Dan > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Alex > Romanauskas > Sent: July 27, 2006 9:14 AM > To: rt-users > Subject: [rt-users] Users Drop-Down > > > I have just upgraded from 3.0.11 to 3.4.5 and for the most part > everything has gone very well. The only problem I am having is > assigning ticket ownership. The Owner drop down currently shows > "Nobody" as the only available choice of owner. Is this a permissions > problem or something else? All users in question have ModifyTicket as > does Everyone. > > Thanks > -- > Alex > -- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean. From hwagener at hamburg.fcb.com Fri Jul 28 10:11:55 2006 From: hwagener at hamburg.fcb.com (Wagener, Harald) Date: Fri, 28 Jul 2006 16:11:55 +0200 Subject: [rt-users] RT-3.4 CustomKeywords in RT::DefaultSearchResultFormat ? Message-ID: Hello, one of my users wants to see certain CustomKeywords in the default search result. How do I accomplish this? Regards, Harald -- harald wagener technical lead it fcb wilkens an der alster 42 20099 hamburg hwagener at hamburg.fcb.com t. +49(0)40-2881-1252 http://www.fcb.com/de From valery at podolsk.ru Fri Jul 28 09:17:35 2006 From: valery at podolsk.ru (=?koi8-r?B?98HMxdLJyiDowdLYy8/X?=) Date: Fri, 28 Jul 2006 17:17:35 +0400 Subject: [rt-users] russian lang problems Message-ID: <20060728131736.46F6645100@mhost.inetcomm.ru> Hi all. I've got some problems with RT 3.6.0. 1: Subject: =?UTF-8?B?W0luZXQgIzE2XSBBdXRvUmVwbHk6IO+/vT/vv70/77+9P++/vT8=?= Content-Type: text/plain; charset="utf-8" From: "=?UTF-8?B?77+9P++/vT/vv70/LiDvv70/77+9P++/vT/vv70/77+9P++/vT/vv70/77+9?= =?UTF-8?B?P++/vT8=?=" Reply-To: edtest at xxx In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: xxx RT-Ticket: Inet #16 Managed-by: RT 3.6.0 (http://www.bestpractical.com/rt/) RT-Originator: xxx To: xxx MIME-Version: 1.0 Content-Transfer-Encoding: 8bit X-RT-Original-Encoding: utf-8 X-RT-Original-Encoding: utf-8 Double-recoding. 2. When RT get message. Log: [Fri Jul 28 09:01:24 2006] [debug]: Converting 'koi8-r' to 'utf-8' for text/plain - ?-?????- (/usr/local/rt3/lib/RT/I18N.pm:226) 3. WebGUI: Screenshot http://hit.inetcomm.net/~edr/strange.jpg Config: FreeBSD 4.9 Perl 5.8.8 RT 3.6.0 cat /usr/local/rt3/etc/RT_SiteConfig.pm # Any configuration directives you include here will override Set($UseFriendlyFromLine , 1); Set($FriendlyFromLineFormat , "\"%s\" <%s>"); @EmailInputEncodings = qw(utf-8 cp1251 koi8-r iso-8859-1 us-ascii) unless (@EmailInputEncodings); #Set( $AlwaysUseBase64, 1 ); 1; From hwagener at hamburg.fcb.com Fri Jul 28 10:51:19 2006 From: hwagener at hamburg.fcb.com (Wagener, Harald) Date: Fri, 28 Jul 2006 16:51:19 +0200 Subject: [rt-users] RT-3.4 CustomKeywords in RT::DefaultSearchResultFormat ? In-Reply-To: Message-ID: Am 28.07.2006 16:11 Uhr schrieb "Wagener, Harald" unter : > Hello, > one of my users wants to see certain CustomKeywords in the default search > result. How do I accomplish this? Answering myself: 'CF.{cf-no}/TITLE:foo' works fine. Regards, Harald -- harald wagener technical lead it fcb wilkens an der alster 42 20099 hamburg hwagener at hamburg.fcb.com t. +49(0)40-2881-1252 http://www.fcb.com/de From paul at boldra.com Fri Jul 28 11:04:36 2006 From: paul at boldra.com (Boldra) Date: Fri, 28 Jul 2006 17:04:36 +0200 Subject: [rt-users] help optimizing Tickets->Limit queries Message-ID: <44CA2784.7050108@boldra.com> I'm sure this code is terrible; if for no other reason than it instantiates three RT::Tickets objects. The purpose is to display a coloured gif on an related website based on the status of any tickets in RT with a matching requestor, all according to the following key: white -> no tickets for that requestor red -> some new/open tickets for that requestor found green -> only resolved tickets for that requestor yellow -> tickets for that requestor that are not new/open/resolved (matching stalled/rejected tickets found) |sub get_colour { my ($email,$current_user) = @_; my ($colour,$remaining_tickets_count); my $tickets = new RT::Tickets($current_user); $tickets->LimitWatcher(TYPE => 'Requestor', VALUE => $email); my $total_tickets_count = $tickets->Count(); if($total_tickets_count > 0) { #$RT::Logger->debug("$total_tickets_count tickets for $email"); $tickets = new RT::Tickets($current_user); $tickets->LimitWatcher(TYPE => 'Requestor', VALUE => $email); $tickets->LimitStatus(VALUE => 'open'); $tickets->LimitStatus(VALUE => 'new'); $remaining_tickets_count = $tickets->Count(); #$RT::Logger->debug("$remaining_tickets_count open/new tickets for $email."); if($remaining_tickets_count > 0) { #There are open/new tickets for this requestor $colour = 'red'; } else { $tickets = new RT::Tickets($current_user); $tickets->LimitWatcher(TYPE => 'Requestor', VALUE => $email); $tickets->LimitStatus(VALUE => 'resolved'); $remaining_tickets_count = $tickets->Count(); #$RT::Logger->debug("$remaining_tickets_count resolved tickets for $email."); if($remaining_tickets_count == $total_tickets_count) { #All the tickets are resolved $colour = 'green'; } else { #There must be unresolved tickets here $colour = 'yellow'; } } } else { #there were no tickets at all. $colour = 'white'; } }| A query similar to the following would at least be efficient sql (except that I want the requestor, not the owner) SELECT Status,COUNT(*) FROM Tickets where Tickets.Owner = '12' GROUP BY Status; Any help very much appreciated! Paul Boldra ticketsystem.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From phanoko at yahoo.com Fri Jul 28 11:19:28 2006 From: phanoko at yahoo.com (Phanoko) Date: Fri, 28 Jul 2006 08:19:28 -0700 (PDT) Subject: [rt-users] Try this again. Merged tickets don't index Message-ID: <20060728151928.8020.qmail@web53911.mail.yahoo.com> When I merge a ticket the primary ticket is still searchable but the one merged in is not. I can no longer search on anything in that ticket. Please help.. I've gone over the RT tweaking for performance document and added the index that it has there but still nothing. We are on RT 3.4.4 __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From dsmithson at activsupport.com Fri Jul 28 12:46:38 2006 From: dsmithson at activsupport.com (David Smithson) Date: Fri, 28 Jul 2006 09:46:38 -0700 Subject: [rt-users] simple search usage Message-ID: Hi all. The text from the Simple Search says this: ---- Search for tickets. Enter id numbers, queues by name, Owners by username and Requestors by email address. RT will look for anything else you enter in ticket bodies and attachments. Searching the full text of every ticket can take a long time, but if you need to do it, you can search for any word in full ticket history for any word by typing fulltext:word. RT will look for anything else you enter in ticket subjects. ---- I'm running 3.6.0, MySQL, FC5, etc. The *only* thing that the simple search will do in my instance of RT is parse the subject. If I prefix with fulltext:, it parses Attachments. None of the other fields that it claims to search are being searched ( username, email address, queues ). Has anybody else seen this? David Smithson ________________________________________ ActivSupport, Inc. Your Flexible IT Partner Microsoft Gold Partner -- Small Business Specialist http://www.activsupport.com Director of Technical Services Direct: (415) 869 2991 ________________________________________ Technical Support Hotline: (415) 979 9285 CLICK HERE FOR ONLINE SUPPORT From dsmithson at activsupport.com Fri Jul 28 12:48:51 2006 From: dsmithson at activsupport.com (David Smithson) Date: Fri, 28 Jul 2006 09:48:51 -0700 Subject: [rt-users] RE: simple search usage Message-ID: Correction, search by queue name works, but nothing else. Anyone else have this problem? David Smithson ________________________________ CLICK HERE FOR ONLINE SUPPORT -----Original Message----- From: David Smithson Sent: Friday, July 28, 2006 9:47 AM To: rt-users at lists.bestpractical.com Subject: simple search usage Hi all. The text from the Simple Search says this: ---- Search for tickets. Enter id numbers, queues by name, Owners by username and Requestors by email address. RT will look for anything else you enter in ticket bodies and attachments. Searching the full text of every ticket can take a long time, but if you need to do it, you can search for any word in full ticket history for any word by typing fulltext:word. RT will look for anything else you enter in ticket subjects. ---- I'm running 3.6.0, MySQL, FC5, etc. The *only* thing that the simple search will do in my instance of RT is parse the subject. If I prefix with fulltext:, it parses Attachments. None of the other fields that it claims to search are being searched ( username, email address, queues ). Has anybody else seen this? David Smithson ________________________________________ ActivSupport, Inc. Your Flexible IT Partner Microsoft Gold Partner -- Small Business Specialist http://www.activsupport.com Director of Technical Services Direct: (415) 869 2991 ________________________________________ Technical Support Hotline: (415) 979 9285 CLICK HERE FOR ONLINE SUPPORT From oliveros at cpqd.com.br Fri Jul 28 13:04:06 2006 From: oliveros at cpqd.com.br (Dario Luis Coneglian Oliveros) Date: Fri, 28 Jul 2006 14:04:06 -0300 Subject: [rt-users] RE: simple search usage In-Reply-To: References: Message-ID: <44CA4386.8000006@cpqd.com.br> Simple search works for me, except for queue names. Weird !?! I tried ticket id, email address and had no problem at all. D?rio David Smithson wrote: >Correction, search by queue name works, but nothing else. Anyone else >have this problem? > >David Smithson >________________________________ > >CLICK HERE FOR ONLINE SUPPORT > >-----Original Message----- >From: David Smithson >Sent: Friday, July 28, 2006 9:47 AM >To: rt-users at lists.bestpractical.com >Subject: simple search usage > >Hi all. > >The text from the Simple Search says this: > >---- >Search for tickets. Enter id numbers, queues by name, Owners by username >and Requestors by email address. RT will look for anything else you >enter in ticket bodies and attachments. > >Searching the full text of every ticket can take a long time, but if you >need to do it, you can search for any word in full ticket history for >any word by typing fulltext:word. > >RT will look for anything else you enter in ticket subjects. >---- > >I'm running 3.6.0, MySQL, FC5, etc. > >The *only* thing that the simple search will do in my instance of RT is >parse the subject. If I prefix with fulltext:, it parses Attachments. >None of the other fields that it claims to search are being searched ( >username, email address, queues ). Has anybody else seen this? > >David Smithson >________________________________________ >ActivSupport, Inc. >Your Flexible IT Partner >Microsoft Gold Partner -- Small Business Specialist >http://www.activsupport.com >Director of Technical Services >Direct: (415) 869 2991 >________________________________________ >Technical Support Hotline: (415) 979 9285 >CLICK HERE FOR ONLINE SUPPORT > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com > > >We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > > From HelmuthRamirez at compupay.com Fri Jul 28 13:11:25 2006 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Fri, 28 Jul 2006 13:11:25 -0400 Subject: [rt-users] More About Window for Privileged Users Message-ID: <7314881427FC8A4081673E8CEEA7924902701B7A@EXMIAMI01.compupay.com> Hi all, I'd like to know if I can get the nice little "More About" window to show up for my users. I imported them from LDAP and they're all privileged, but because of that right, it seems I don't get that nice little feature :( Is there a clean way I can enable that for them? Many thanks Helmuth From ESchultz at corp.untd.com Fri Jul 28 13:28:27 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Fri, 28 Jul 2006 10:28:27 -0700 Subject: [rt-users] More About Window for Privileged Users Message-ID: <5613F89D78D2F545A40423EBA5535C3010EE12F5@LAXEVS01.lax.corp.int.untd.com> > Hi all, > I'd like to know if I can get the nice little "More About" window to > show up for my users. I imported them from LDAP and they're all > privileged, but because of that right, it seems I don't get that nice > little feature :( > > Is there a clean way I can enable that for them? Sure - in /path/to/your/rt/share/html/Ticket/Elements/ShowRequestor, remove the lines: 65: % unless ($requestor->Privileged) { 84: %} Then, you'll get this for all users, not just Unprivileged. The even "cleaner" way to do this would be to make a copy of the same file, put it in the "local" heirarchy, then make your changes there. See http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT for details on using 'local'. Eric Schultz United Online From dsmithson at activsupport.com Fri Jul 28 13:30:48 2006 From: dsmithson at activsupport.com (David Smithson) Date: Fri, 28 Jul 2006 10:30:48 -0700 Subject: [rt-users] RE: simple search usage Message-ID: Bizarro, but I was able to solve the "problem". I tailed /var/log/httpd/error_log while running a smiple search by username: Stack: [/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:240] [/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:485] [/opt/rt3/share/html/Elements/QueueSummary:61] [/opt/rt3/share/html/Elements/Quicksearch:52] [/opt/rt3/share/html/Widgets/TitleBox:49] [/opt/rt3/share/html/Elements/Quicksearch:55] [/opt/rt3/share/html/Elements/MyRT:87] [/opt/rt3/share/html/Elements/MyRT:61] [/opt/rt3/share/html/index.html:79] [/opt/rt3/share/html/autohandler:279] (/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:487) [Fri Jul 28 17:25:43 2006] [error]: Query error in <>: Error near ->s<- expecting a CLOSE_PAREN in Queue = 'DeHart's Printing Services' AND Status = 'stalled' I fixed the dumb Queue name by removing the apostrophe ( these queue names were imported from another system ). Ran tail again and simple search by username: Stack: [/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:240] [/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:485] [/opt/rt3/share/html/Elements/QueueSummary:61] [/opt/rt3/share/html/Elements/Quicksearch:52] [/opt/rt3/share/html/Widgets/TitleBox:49] [/opt/rt3/share/html/Elements/Quicksearch:55] [/opt/rt3/share/html/Elements/MyRT:87] [/opt/rt3/share/html/Elements/MyRT:61] [/opt/rt3/share/html/index.html:79] [/opt/rt3/share/html/autohandler:279] (/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:487) Problem is gone now. Simple search seems to work now with whatever I throw at it. David Smithson ________________________________ CLICK HERE FOR ONLINE SUPPORT -----Original Message----- From: Dario Luis Coneglian Oliveros [mailto:oliveros at cpqd.com.br] Sent: Friday, July 28, 2006 10:04 AM To: David Smithson Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RE: simple search usage Simple search works for me, except for queue names. Weird !?! I tried ticket id, email address and had no problem at all. D?rio David Smithson wrote: >Correction, search by queue name works, but nothing else. Anyone else >have this problem? > >David Smithson >________________________________ > >CLICK HERE FOR ONLINE SUPPORT > >-----Original Message----- >From: David Smithson >Sent: Friday, July 28, 2006 9:47 AM >To: rt-users at lists.bestpractical.com >Subject: simple search usage > >Hi all. > >The text from the Simple Search says this: > >---- >Search for tickets. Enter id numbers, queues by name, Owners by username >and Requestors by email address. RT will look for anything else you >enter in ticket bodies and attachments. > >Searching the full text of every ticket can take a long time, but if you >need to do it, you can search for any word in full ticket history for >any word by typing fulltext:word. > >RT will look for anything else you enter in ticket subjects. >---- > >I'm running 3.6.0, MySQL, FC5, etc. > >The *only* thing that the simple search will do in my instance of RT is >parse the subject. If I prefix with fulltext:, it parses Attachments. >None of the other fields that it claims to search are being searched ( >username, email address, queues ). Has anybody else seen this? > >David Smithson >________________________________________ >ActivSupport, Inc. >Your Flexible IT Partner >Microsoft Gold Partner -- Small Business Specialist >http://www.activsupport.com >Director of Technical Services >Direct: (415) 869 2991 >________________________________________ >Technical Support Hotline: (415) 979 9285 >CLICK HERE FOR ONLINE SUPPORT > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com > > >We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > > From dsmithson at activsupport.com Fri Jul 28 13:34:26 2006 From: dsmithson at activsupport.com (David Smithson) Date: Fri, 28 Jul 2006 10:34:26 -0700 Subject: [rt-users] RE: simple search usage Message-ID: No, that wasn't the problem. I was wrong. Not related at all, I don't think. I have discovered that only privileged users are searched in the simple search ( at least I think have discovered this ). I just need to figure out where to change this behavior, I guess. David Smithson ________________________________ CLICK HERE FOR ONLINE SUPPORT -----Original Message----- From: David Smithson Sent: Friday, July 28, 2006 10:31 AM To: 'Dario Luis Coneglian Oliveros' Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] RE: simple search usage Bizarro, but I was able to solve the "problem". I tailed /var/log/httpd/error_log while running a smiple search by username: Stack: [/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:240] [/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:485] [/opt/rt3/share/html/Elements/QueueSummary:61] [/opt/rt3/share/html/Elements/Quicksearch:52] [/opt/rt3/share/html/Widgets/TitleBox:49] [/opt/rt3/share/html/Elements/Quicksearch:55] [/opt/rt3/share/html/Elements/MyRT:87] [/opt/rt3/share/html/Elements/MyRT:61] [/opt/rt3/share/html/index.html:79] [/opt/rt3/share/html/autohandler:279] (/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:487) [Fri Jul 28 17:25:43 2006] [error]: Query error in <>: Error near ->s<- expecting a CLOSE_PAREN in Queue = 'DeHart's Printing Services' AND Status = 'stalled' I fixed the dumb Queue name by removing the apostrophe ( these queue names were imported from another system ). Ran tail again and simple search by username: Stack: [/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:240] [/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:485] [/opt/rt3/share/html/Elements/QueueSummary:61] [/opt/rt3/share/html/Elements/Quicksearch:52] [/opt/rt3/share/html/Widgets/TitleBox:49] [/opt/rt3/share/html/Elements/Quicksearch:55] [/opt/rt3/share/html/Elements/MyRT:87] [/opt/rt3/share/html/Elements/MyRT:61] [/opt/rt3/share/html/index.html:79] [/opt/rt3/share/html/autohandler:279] (/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:487) Problem is gone now. Simple search seems to work now with whatever I throw at it. David Smithson ________________________________ CLICK HERE FOR ONLINE SUPPORT -----Original Message----- From: Dario Luis Coneglian Oliveros [mailto:oliveros at cpqd.com.br] Sent: Friday, July 28, 2006 10:04 AM To: David Smithson Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RE: simple search usage Simple search works for me, except for queue names. Weird !?! I tried ticket id, email address and had no problem at all. D?rio David Smithson wrote: >Correction, search by queue name works, but nothing else. Anyone else >have this problem? > >David Smithson >________________________________ > >CLICK HERE FOR ONLINE SUPPORT > >-----Original Message----- >From: David Smithson >Sent: Friday, July 28, 2006 9:47 AM >To: rt-users at lists.bestpractical.com >Subject: simple search usage > >Hi all. > >The text from the Simple Search says this: > >---- >Search for tickets. Enter id numbers, queues by name, Owners by username >and Requestors by email address. RT will look for anything else you >enter in ticket bodies and attachments. > >Searching the full text of every ticket can take a long time, but if you >need to do it, you can search for any word in full ticket history for >any word by typing fulltext:word. > >RT will look for anything else you enter in ticket subjects. >---- > >I'm running 3.6.0, MySQL, FC5, etc. > >The *only* thing that the simple search will do in my instance of RT is >parse the subject. If I prefix with fulltext:, it parses Attachments. >None of the other fields that it claims to search are being searched ( >username, email address, queues ). Has anybody else seen this? > >David Smithson >________________________________________ >ActivSupport, Inc. >Your Flexible IT Partner >Microsoft Gold Partner -- Small Business Specialist >http://www.activsupport.com >Director of Technical Services >Direct: (415) 869 2991 >________________________________________ >Technical Support Hotline: (415) 979 9285 >CLICK HERE FOR ONLINE SUPPORT > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com > > >We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > > From jb at smarterliving.com Fri Jul 28 14:07:02 2006 From: jb at smarterliving.com (JB Segal) Date: Fri, 28 Jul 2006 14:07:02 -0400 Subject: [rt-users] Auto adding Watchers from a custom field via scrips In-Reply-To: <44A15399.4040403@hotmail.com> References: <44A15399.4040403@hotmail.com> Message-ID: <20060728180702.GF8661@smarterliving.com> Quoth Sevan / Venture37 (venture37 at hotmail.com): > I have a custom field (Select 1 value type)which containts a list of > full names in the Name Field & a numerical value in the sort field. > This custom field is applied to Tickets. > On one of my queues I have I number of custom scrip which each point to > a name in the custom field & add a corresponding email address to the Cc > filed of the ticket. > > the contents of the scrip is below. > I have also tried variations of the scips on the wiki with no success, > can anyone shed some light on where I'm going wrong?? > > I'm running RT 3.6 on FreeBSD. I, too, am looking for this info, only for 3.4.5. Given a CF that'll be set by either the ticket creator on creation, or more likely, the queue owner later, I need to add an adminCC to the ticket depending on the CF value. Any help (and the more basic, the better!) appreciated. (including guidence on figuring otu the right identifiers for refering to the CF in the scrip.) Thanks! JB > Description: AddWatcherCompanyX > > Condition: User Defined > > return undef unless ($self->TransactionObj->Type eq "Create"); > > return undef unless ($self->TicketObj->FirstCustomFieldValue('Account Manager') =~ > > /"f00x12"/i); > > return 1; > > my ($status, $msg) = $self->TicketObj->AddWatcher(Type => 'Cc', Email > > => "f00x12\@domain.net" ); > > return 1; > > return1; > > Custom action cleanup code: > > return 1; > > Stage: TransactionCreate > > Template: Global template: Blank From ted at serreyn.com Fri Jul 28 14:29:06 2006 From: ted at serreyn.com (Ted Serreyn) Date: Fri, 28 Jul 2006 13:29:06 -0500 Subject: [rt-users] binary attachment corruption? In-Reply-To: <589c94400607261349k700d4219s13e0c21aff86fc97@mail.gmail.com> Message-ID: <003601c6b273$b590b2a0$0e14140a@ad.serreyn.com> Ruslan, this solution also resolved the attachment issue here under rt 3.6.0. Is this going to be a permanent change to the schema? -- Ted Serreyn Phone: 262-432-0260 Fax: 262-432-0232 Serreyn Network Services, LLC http://www.serreyn.com/ Hello, Chris. Could you backup your DB, and run next to SQL queries? ALTER TABLE Attachments CHANGE Content Content LONGBLOB NULL; Then check if you could binary attachments without problems and report back. This query is safe but anyway I would suggest you to backup data. From ruslan.zakirov at gmail.com Fri Jul 28 14:32:00 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 28 Jul 2006 22:32:00 +0400 Subject: [rt-users] binary attachment corruption? In-Reply-To: <003601c6b273$b590b2a0$0e14140a@ad.serreyn.com> References: <589c94400607261349k700d4219s13e0c21aff86fc97@mail.gmail.com> <003601c6b273$b590b2a0$0e14140a@ad.serreyn.com> Message-ID: <589c94400607281132q734ca607k9832fdee44e31e13@mail.gmail.com> yep, when we merge 3.5-EXPERIMENTAL-MYSQL-UPDATES (http://svn.bestpractical.com/cgi-bin/index.cgi/bps/browse/rt/branches/) into 3.6 On 7/28/06, Ted Serreyn wrote: > Ruslan, this solution also resolved the attachment issue here under rt > 3.6.0. Is this going to be a permanent change to the schema? > > -- > Ted Serreyn Phone: 262-432-0260 Fax: 262-432-0232 > Serreyn Network Services, LLC http://www.serreyn.com/ > > > Hello, Chris. > Could you backup your DB, and run next to SQL queries? > ALTER TABLE Attachments CHANGE Content Content LONGBLOB NULL; > > Then check if you could binary attachments without problems and report back. > This query is safe but anyway I would suggest you to backup data. > > > > -- Best regards, Ruslan. From HelmuthRamirez at compupay.com Fri Jul 28 15:25:19 2006 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Fri, 28 Jul 2006 15:25:19 -0400 Subject: [rt-users] More About Window for Privileged Users Message-ID: <7314881427FC8A4081673E8CEEA7924902701B89@EXMIAMI01.compupay.com> Thanks for the fast response!! I tried that....and it didn't like it when I refreshed the page :( I commented out the first and last line of my excerpt below. I OBVIOUSLY did something wrong, any additional help would be really appreciated. Here is an excerpt for that part of my ShowRequestor file % unless ($requestor->Privileged) { <&| /Widgets/TitleBox, title_href => $has_right_adminusers ? "$RT::WebPath/Admin/Users/Modify.html?id=".$requestor->id : undef, title=> loc("More about [_1]", $name) &> %# Additional information about this user. Empty by default. <& /Elements/Callback, _CallbackName => 'AboutThisUser', requestor => $requestor, %ARGS &> <&|/l&>Comments about this user:
<% ($requestor->Comments || loc("No comment entered about this user")) %>
<&|/l, $rows &>This user's [_1] highest priority tickets:
    %while (my $w=$tickets->Next) {
  • <%$w->Id%>: <%$w->Subject%> (<%$w->Status%>) %} -----Original Message----- From: Schultz, Eric [mailto:ESchultz at corp.untd.com] Sent: Friday, July 28, 2006 1:28 PM To: Helmuth Ramirez; rt-users at lists.bestpractical.com Subject: RE: [rt-users] More About Window for Privileged Users > Hi all, > I'd like to know if I can get the nice little "More About" window to > show up for my users. I imported them from LDAP and they're all > privileged, but because of that right, it seems I don't get that nice > little feature :( > > Is there a clean way I can enable that for them? Sure - in /path/to/your/rt/share/html/Ticket/Elements/ShowRequestor, remove the lines: 65: % unless ($requestor->Privileged) { 84: %} Then, you'll get this for all users, not just Unprivileged. The even "cleaner" way to do this would be to make a copy of the same file, put it in the "local" heirarchy, then make your changes there. See http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT for details on using 'local'. Eric Schultz United Online From ESchultz at corp.untd.com Fri Jul 28 15:25:56 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Fri, 28 Jul 2006 12:25:56 -0700 Subject: [rt-users] More About Window for Privileged Users Message-ID: <5613F89D78D2F545A40423EBA5535C3010EE14C2@LAXEVS01.lax.corp.int.untd.com> Did you stop/start your webserver as the CleanlyCustomizeRT document says to do? Eric Schultz United Online > Thanks for the fast response!! > > I tried that....and it didn't like it when I refreshed the page :( I > commented out the first and last line of my excerpt below. I > OBVIOUSLY > did something wrong, any additional help would be really appreciated. > > Here is an excerpt for that part of my ShowRequestor file > > > % unless ($requestor->Privileged) { > <&| /Widgets/TitleBox, title_href => $has_right_adminusers ? > "$RT::WebPath/Admin/Users/Modify.html?id=".$requestor->id : undef, > title=> loc("More about [_1]", $name) &> > > %# Additional information about this user. Empty by default. > <& /Elements/Callback, _CallbackName => 'AboutThisUser', requestor => > $requestor, %ARGS &> > > <&|/l&>Comments about this user:
    > <% ($requestor->Comments || loc("No comment entered about this > user")) %>
    > > <&|/l, $rows &>This user's [_1] highest priority tickets:
    >
      > %while (my $w=$tickets->Next) { >
    • href="<%$RT::WebPath%><%$DisplayPath%>?id=<%$w->id%>"><%$w->Id%>: > <%$w->Subject%> (<%$w->Status%>) > %} > > -----Original Message----- > From: Schultz, Eric [mailto:ESchultz at corp.untd.com] > Sent: Friday, July 28, 2006 1:28 PM > To: Helmuth Ramirez; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] More About Window for Privileged Users > > > Hi all, > > I'd like to know if I can get the nice little "More > About" window to > > show up for my users. I imported them from LDAP and they're all > > privileged, but because of that right, it seems I don't get > that nice > > little feature :( > > > > Is there a clean way I can enable that for them? > > Sure - in /path/to/your/rt/share/html/Ticket/Elements/ShowRequestor, > remove the lines: > > 65: % unless ($requestor->Privileged) { > 84: %} > > Then, you'll get this for all users, not just Unprivileged. The even > "cleaner" way to do this would be to make a copy of the same file, put > it in the "local" heirarchy, then make your changes there. See > http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT for details > on using 'local'. > > Eric Schultz > United Online > From HelmuthRamirez at compupay.com Fri Jul 28 15:56:03 2006 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Fri, 28 Jul 2006 15:56:03 -0400 Subject: [rt-users] More About Window for Privileged Users Message-ID: <7314881427FC8A4081673E8CEEA7924902701B8D@EXMIAMI01.compupay.com> Yes :) It was after the restart that the changes took effect (broke). -----Original Message----- From: Schultz, Eric [mailto:ESchultz at corp.untd.com] Sent: Friday, July 28, 2006 3:26 PM To: Helmuth Ramirez; rt-users at lists.bestpractical.com Subject: RE: [rt-users] More About Window for Privileged Users Did you stop/start your webserver as the CleanlyCustomizeRT document says to do? Eric Schultz United Online > Thanks for the fast response!! > > I tried that....and it didn't like it when I refreshed the page :( I > commented out the first and last line of my excerpt below. I > OBVIOUSLY > did something wrong, any additional help would be really appreciated. > > Here is an excerpt for that part of my ShowRequestor file > > > % unless ($requestor->Privileged) { > <&| /Widgets/TitleBox, title_href => $has_right_adminusers ? > "$RT::WebPath/Admin/Users/Modify.html?id=".$requestor->id : undef, > title=> loc("More about [_1]", $name) &> > > %# Additional information about this user. Empty by default. > <& /Elements/Callback, _CallbackName => 'AboutThisUser', requestor => > $requestor, %ARGS &> > > <&|/l&>Comments about this user:
      > <% ($requestor->Comments || loc("No comment entered about this > user")) %>
      > > <&|/l, $rows &>This user's [_1] highest priority tickets:
      >
        > %while (my $w=$tickets->Next) { >
      • href="<%$RT::WebPath%><%$DisplayPath%>?id=<%$w->id%>"><%$w->Id%>: > <%$w->Subject%> (<%$w->Status%>) > %} > > -----Original Message----- > From: Schultz, Eric [mailto:ESchultz at corp.untd.com] > Sent: Friday, July 28, 2006 1:28 PM > To: Helmuth Ramirez; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] More About Window for Privileged Users > > > Hi all, > > I'd like to know if I can get the nice little "More > About" window to > > show up for my users. I imported them from LDAP and they're all > > privileged, but because of that right, it seems I don't get > that nice > > little feature :( > > > > Is there a clean way I can enable that for them? > > Sure - in /path/to/your/rt/share/html/Ticket/Elements/ShowRequestor, > remove the lines: > > 65: % unless ($requestor->Privileged) { > 84: %} > > Then, you'll get this for all users, not just Unprivileged. The even > "cleaner" way to do this would be to make a copy of the same file, put > it in the "local" heirarchy, then make your changes there. See > http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT for details > on using 'local'. > > Eric Schultz > United Online > From ESchultz at corp.untd.com Fri Jul 28 16:12:29 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Fri, 28 Jul 2006 13:12:29 -0700 Subject: [rt-users] More About Window for Privileged Users Message-ID: <5613F89D78D2F545A40423EBA5535C3010EE1527@LAXEVS01.lax.corp.int.untd.com> How did you comment out? Like so? %# unless ($requestor->Privileged) { %#} > -----Original Message----- > From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] > Sent: Friday, July 28, 2006 12:56 PM > To: Schultz, Eric; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] More About Window for Privileged Users > > Yes :) > > It was after the restart that the changes took effect (broke). > > -----Original Message----- > From: Schultz, Eric [mailto:ESchultz at corp.untd.com] > Sent: Friday, July 28, 2006 3:26 PM > To: Helmuth Ramirez; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] More About Window for Privileged Users > > Did you stop/start your webserver as the CleanlyCustomizeRT document > says to do? > > Eric Schultz > United Online > > > Thanks for the fast response!! > > > > I tried that....and it didn't like it when I refreshed the page :( I > > commented out the first and last line of my excerpt below. I > > OBVIOUSLY > > did something wrong, any additional help would be really > appreciated. > > > > Here is an excerpt for that part of my ShowRequestor file > > > > > > % unless ($requestor->Privileged) { > > <&| /Widgets/TitleBox, title_href => $has_right_adminusers ? > > "$RT::WebPath/Admin/Users/Modify.html?id=".$requestor->id : undef, > > title=> loc("More about [_1]", $name) &> > > > > %# Additional information about this user. Empty by default. > > <& /Elements/Callback, _CallbackName => 'AboutThisUser', > requestor => > > $requestor, %ARGS &> > > > > <&|/l&>Comments about this user:
        > > <% ($requestor->Comments || loc("No comment entered about this > > user")) %>
        > > > > <&|/l, $rows &>This user's [_1] highest priority tickets:
        > >
          > > %while (my $w=$tickets->Next) { > >
        • > href="<%$RT::WebPath%><%$DisplayPath%>?id=<%$w->id%>"><%$w->Id%>: > > <%$w->Subject%> (<%$w->Status%>) > > %} > > > > -----Original Message----- > > From: Schultz, Eric [mailto:ESchultz at corp.untd.com] > > Sent: Friday, July 28, 2006 1:28 PM > > To: Helmuth Ramirez; rt-users at lists.bestpractical.com > > Subject: RE: [rt-users] More About Window for Privileged Users > > > > > Hi all, > > > I'd like to know if I can get the nice little "More > > About" window to > > > show up for my users. I imported them from LDAP and they're all > > > privileged, but because of that right, it seems I don't get > > that nice > > > little feature :( > > > > > > Is there a clean way I can enable that for them? > > > > Sure - in /path/to/your/rt/share/html/Ticket/Elements/ShowRequestor, > > remove the lines: > > > > 65: % unless ($requestor->Privileged) { > > 84: %} > > > > Then, you'll get this for all users, not just Unprivileged. > The even > > "cleaner" way to do this would be to make a copy of the > same file, put > > it in the "local" heirarchy, then make your changes there. See > > http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT > for details > > on using 'local'. > > > > Eric Schultz > > United Online > > > From ESchultz at corp.untd.com Fri Jul 28 16:36:33 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Fri, 28 Jul 2006 13:36:33 -0700 Subject: [rt-users] More About Window for Privileged Users Message-ID: <5613F89D78D2F545A40423EBA5535C3010EE1573@LAXEVS01.lax.corp.int.untd.com> Just to wrap this up for everyone, Helmuth had commented out the wrong curly brace :-) We worked it out offline. Eric Schultz United Online > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Schultz, Eric > Sent: Friday, July 28, 2006 1:12 PM > To: Helmuth Ramirez; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] More About Window for Privileged Users > > How did you comment out? Like so? > > %# unless ($requestor->Privileged) { > > %#} > > > -----Original Message----- > > From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] > > Sent: Friday, July 28, 2006 12:56 PM > > To: Schultz, Eric; rt-users at lists.bestpractical.com > > Subject: RE: [rt-users] More About Window for Privileged Users > > > > Yes :) > > > > It was after the restart that the changes took effect (broke). > > > > -----Original Message----- > > From: Schultz, Eric [mailto:ESchultz at corp.untd.com] > > Sent: Friday, July 28, 2006 3:26 PM > > To: Helmuth Ramirez; rt-users at lists.bestpractical.com > > Subject: RE: [rt-users] More About Window for Privileged Users > > > > Did you stop/start your webserver as the CleanlyCustomizeRT document > > says to do? > > > > Eric Schultz > > United Online > > > > > Thanks for the fast response!! > > > > > > I tried that....and it didn't like it when I refreshed > the page :( I > > > commented out the first and last line of my excerpt below. I > > > OBVIOUSLY > > > did something wrong, any additional help would be really > > appreciated. > > > > > > Here is an excerpt for that part of my ShowRequestor file > > > > > > > > > % unless ($requestor->Privileged) { > > > <&| /Widgets/TitleBox, title_href => $has_right_adminusers ? > > > "$RT::WebPath/Admin/Users/Modify.html?id=".$requestor->id : undef, > > > title=> loc("More about [_1]", $name) &> > > > > > > %# Additional information about this user. Empty by default. > > > <& /Elements/Callback, _CallbackName => 'AboutThisUser', > > requestor => > > > $requestor, %ARGS &> > > > > > > <&|/l&>Comments about this user:
          > > > <% ($requestor->Comments || loc("No comment entered about this > > > user")) %>
          > > > > > > <&|/l, $rows &>This user's [_1] highest priority > tickets:
          > > >
            > > > %while (my $w=$tickets->Next) { > > >
          • > > href="<%$RT::WebPath%><%$DisplayPath%>?id=<%$w->id%>"><%$w->Id%>: > > > <%$w->Subject%> (<%$w->Status%>) > > > %} > > > > > > -----Original Message----- > > > From: Schultz, Eric [mailto:ESchultz at corp.untd.com] > > > Sent: Friday, July 28, 2006 1:28 PM > > > To: Helmuth Ramirez; rt-users at lists.bestpractical.com > > > Subject: RE: [rt-users] More About Window for Privileged Users > > > > > > > Hi all, > > > > I'd like to know if I can get the nice little "More > > > About" window to > > > > show up for my users. I imported them from LDAP and they're all > > > > privileged, but because of that right, it seems I don't get > > > that nice > > > > little feature :( > > > > > > > > Is there a clean way I can enable that for them? > > > > > > Sure - in > /path/to/your/rt/share/html/Ticket/Elements/ShowRequestor, > > > remove the lines: > > > > > > 65: % unless ($requestor->Privileged) { > > > 84: %} > > > > > > Then, you'll get this for all users, not just Unprivileged. > > The even > > > "cleaner" way to do this would be to make a copy of the > > same file, put > > > it in the "local" heirarchy, then make your changes there. See > > > http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT > > for details > > > on using 'local'. > > > > > > Eric Schultz > > > United Online From Rick.Garland at evolving.com Fri Jul 28 16:43:13 2006 From: Rick.Garland at evolving.com (Rick Garland) Date: Fri, 28 Jul 2006 14:43:13 -0600 Subject: [rt-users] RE: unable to open tickets via email Message-ID: Issue resolved. Rebuilt the httpd.conf file Many thanks to all for the help! Rick Garland UNIX System Administrator Evolving Systems, Inc 9777 Mount Pyramid Court Suite 100 Englewood, CO 80112 phone: 303-802-2580 cell: 720-210-4691 rick.garland at evolving.com This e-mail and any attachments may be confidential and/or legally privileged. If you have received this e-mail and you are not a named addressee, please inform Evolving Systems TIS at tis at evolving.com and then delete the e-mail from your system. If you are not a named addressee you must not use, disclose, distribute, copy, print or rely on this e-mail. To ensure regulatory compliance and for the protection of our clients and business, Evolving Systems may monitor and read e-mails sent to and from its servers. Although Evolving Systems routinely screens for viruses, addressees should scan this e-mail and any attachments for viruses. Evolving Systems makes no representation or warranty as to the absence of viruses in this e-mail or any attachments. Registered Office: 9777 Pyramid Ct Suite 100, Englewood, CO 80112 -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Fri Jul 28 17:21:52 2006 From: todd at chaka.net (Todd Chapman) Date: Fri, 28 Jul 2006 17:21:52 -0400 Subject: [rt-users] DBIx::SearchBuilder How to make left join with epression? Message-ID: <20060728212152.GA27296@chaka.net> How do I do a left join and join on an arbitrary expression? That catch is that I need to refer to the TABLE2 alias in the expression? Also, how can I just give DBIx::SB the proper SQL to run in situations where I can't get it to generate the proper SQL? Thanks. -Todd From HelmuthRamirez at compupay.com Fri Jul 28 17:33:27 2006 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Fri, 28 Jul 2006 17:33:27 -0400 Subject: [rt-users] Migrating 3.6.0 to new hardware Message-ID: <7314881427FC8A4081673E8CEEA7924902701B95@EXMIAMI01.compupay.com> Hi everyone, We are currently evaluating/piloting RT 3.6.0 on a Debian box. So far it has received a good reception from the techs. We want to expand our pilot to include another group. I would like to migrate our install to a stronger box (still Debian). Is there anything special I need/should know? Many thanks in advance! From humberto at nexos.com.br Fri Jul 28 18:33:00 2006 From: humberto at nexos.com.br (Humberto Junior) Date: Fri, 28 Jul 2006 19:33:00 -0300 Subject: [rt-users] Migrating 3.6.0 to new hardware In-Reply-To: <7314881427FC8A4081673E8CEEA7924902701B95@EXMIAMI01.compupay.com> References: <7314881427FC8A4081673E8CEEA7924902701B95@EXMIAMI01.compupay.com> Message-ID: <44CA909C.3060305@nexos.com.br> I did It last week. Migrate configuration (RT, apache, perl...), make sure that all conf fileas are in correct places Stop apache (old server) backup database (old server) restore database (new server) do some tests (murphy's law) Worked fine, the webmin did the backup and the restore in server, here I do not use attachament files in tickets, so I dont know if it will broke the files (I think no) In wiki we have more documentation read http://wiki.bestpractical.com/index.cgi?MigrateToNewServer it will help. Humberto Junior Nexos - Seguran?a da Informa??o Helmuth Ramirez escreveu: > Hi everyone, > We are currently evaluating/piloting RT 3.6.0 on a Debian box. So far > it has received a good reception from the techs. We want to expand our > pilot to include another group. I would like to migrate our install to > a stronger box (still Debian). Is there anything special I need/should > know? > > Many thanks in advance! > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > > From liuzmus at yahoo.com Fri Jul 28 19:48:49 2006 From: liuzmus at yahoo.com (Zhiming Liu) Date: Fri, 28 Jul 2006 16:48:49 -0700 (PDT) Subject: [rt-users] Mask custom field? Message-ID: <20060728234849.24028.qmail@web32811.mail.mud.yahoo.com> Hi, Is anyone know how to setup CustomField mask, such as IP address ###.###.###.###? Thanks, Zhiming. __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From liuzmus at yahoo.com Fri Jul 28 19:50:54 2006 From: liuzmus at yahoo.com (Zhiming Liu) Date: Fri, 28 Jul 2006 16:50:54 -0700 (PDT) Subject: [rt-users] auto increment number in custom field? Message-ID: <20060728235054.97781.qmail@web32812.mail.mud.yahoo.com> Hi, Is anyone know how to default setup auto increment number in CustomField? Thanks, Zhiming. __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From liuzmus at yahoo.com Fri Jul 28 19:51:00 2006 From: liuzmus at yahoo.com (Zhiming Liu) Date: Fri, 28 Jul 2006 16:51:00 -0700 (PDT) Subject: [rt-users] auto increment number in custom field? Message-ID: <20060728235100.98557.qmail@web32813.mail.mud.yahoo.com> Hi, Is anyone know how to default setup auto increment number in CustomField? Thanks, Zhiming. __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From jokermjs19 at comcast.net Fri Jul 28 21:52:55 2006 From: jokermjs19 at comcast.net (Mathew Snyder) Date: Fri, 28 Jul 2006 21:52:55 -0400 Subject: [rt-users] default refresh rate In-Reply-To: References: Message-ID: <44CABF77.7070308@comcast.net> Norton, Ian wrote: > Hi Mathew, > >> Where do I change the default refresh rate from "Don't >> refresh this page" to any of the other options? > > There isn't a way to do this as a system wide default in the existing > configuration. I extracted a patch from the LDAP overlay at > www.mosemann.com > to do this: > > http://www.lancs.ac.uk/~norton/dev/rt/notes.html#20050506__system_wide_c > onfigurable_default_refresh_periods > > This patch works with 3.4.x. I have an updated version for 3.6.0 but > havn't yet > updated the docs or tested it in production. > > Any chance we could see a system wide default refresh period in the > distributed > config development type peeps? > > Regards, Ian. > Thanks, I had found an even simpler solution though. I added the following lines to index.html: # These lines added to change the default refresh interval unless ($session{'home_refresh_interval'}) { $session{'home_refresh_interval'} = 120; # Value in seconds. } -- If we don't protect freedom of speech, how will we know who the assholes are? From jokermjs19 at comcast.net Fri Jul 28 23:29:10 2006 From: jokermjs19 at comcast.net (Mathew Snyder) Date: Fri, 28 Jul 2006 23:29:10 -0400 Subject: [rt-users] default refresh rate In-Reply-To: <44CABF77.7070308@comcast.net> References: <44CABF77.7070308@comcast.net> Message-ID: <44CAD606.4000304@comcast.net> Mathew Snyder wrote: > Norton, Ian wrote: >> Hi Mathew, >> >>> Where do I change the default refresh rate from "Don't >>> refresh this page" to any of the other options? >> There isn't a way to do this as a system wide default in the existing >> configuration. I extracted a patch from the LDAP overlay at >> www.mosemann.com >> to do this: >> >> http://www.lancs.ac.uk/~norton/dev/rt/notes.html#20050506__system_wide_c >> onfigurable_default_refresh_periods >> >> This patch works with 3.4.x. I have an updated version for 3.6.0 but >> havn't yet >> updated the docs or tested it in production. >> >> Any chance we could see a system wide default refresh period in the >> distributed >> config development type peeps? >> >> Regards, Ian. >> > > Thanks, I had found an even simpler solution though. I added the > following lines to index.html: > > # These lines added to change the default refresh interval > unless ($session{'home_refresh_interval'}) { > $session{'home_refresh_interval'} = 120; # Value in seconds. > } > So I went ahead and tried to do your patch. It failed miserably with my installation of v3.6.0. Caused all kinds of havoc. Fortunately I was able to get everything back to normal without having to rebuild. I tried your method because I realized it would be a system-wide effect while my method only covers the homepage. -- If we don't protect freedom of speech, how will we know who the assholes are? From dsmithson at activsupport.com Sat Jul 29 00:16:30 2006 From: dsmithson at activsupport.com (David Smithson) Date: Fri, 28 Jul 2006 21:16:30 -0700 Subject: [rt-users] RE: simple search usage Message-ID: Hi Dario. Do your queue names have spaces in the names? The queues I have were imported from another database, including the spaces in the names. I've found that I can't use simple search to search for tickets in queues that have spaces in the names. David Smithson ________________________________ CLICK HERE FOR ONLINE SUPPORT -----Original Message----- From: Dario Luis Coneglian Oliveros [mailto:oliveros at cpqd.com.br] Sent: Friday, July 28, 2006 10:04 AM To: David Smithson Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RE: simple search usage Simple search works for me, except for queue names. Weird !?! I tried ticket id, email address and had no problem at all. D?rio David Smithson wrote: >Correction, search by queue name works, but nothing else. Anyone else >have this problem? > >David Smithson >________________________________ > >CLICK HERE FOR ONLINE SUPPORT > >-----Original Message----- >From: David Smithson >Sent: Friday, July 28, 2006 9:47 AM >To: rt-users at lists.bestpractical.com >Subject: simple search usage > >Hi all. > >The text from the Simple Search says this: > >---- >Search for tickets. Enter id numbers, queues by name, Owners by username >and Requestors by email address. RT will look for anything else you >enter in ticket bodies and attachments. > >Searching the full text of every ticket can take a long time, but if you >need to do it, you can search for any word in full ticket history for >any word by typing fulltext:word. > >RT will look for anything else you enter in ticket subjects. >---- > >I'm running 3.6.0, MySQL, FC5, etc. > >The *only* thing that the simple search will do in my instance of RT is >parse the subject. If I prefix with fulltext:, it parses Attachments. >None of the other fields that it claims to search are being searched ( >username, email address, queues ). Has anybody else seen this? > >David Smithson >________________________________________ >ActivSupport, Inc. >Your Flexible IT Partner >Microsoft Gold Partner -- Small Business Specialist >http://www.activsupport.com >Director of Technical Services >Direct: (415) 869 2991 >________________________________________ >Technical Support Hotline: (415) 979 9285 >CLICK HERE FOR ONLINE SUPPORT > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com > > >We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > > From jokermjs19 at comcast.net Sat Jul 29 01:33:58 2006 From: jokermjs19 at comcast.net (Mathew Snyder) Date: Sat, 29 Jul 2006 01:33:58 -0400 Subject: [rt-users] RT v3.6.0, RTx-Shredder reinstall problems Message-ID: <44CAF346.9070204@comcast.net> I ran into some issues with our RT installation that fortunately only caused problems with the interface. However, the problems required a fresh installation of RT. It goes fairly well with a few exceptions. When I download and untar both RT and RTx-Shredder the owner is set to 1000:1000 despite being logged in as root. How do I avoid this. I end up having to chown the entire directory before I can install anything. Also when I go to install Shredder, the install directories are set to drwx------. I have to chmod all directories related to it in order to make it somewhat usable. However, even after doing this it doesn't show up under Configuration->Tools. So what might I be doing wrong here? What do I need to do differently to get this to install as smoothly as it should? Thanks, Mathew From jokermjs19 at comcast.net Sat Jul 29 01:43:25 2006 From: jokermjs19 at comcast.net (Mathew Snyder) Date: Sat, 29 Jul 2006 01:43:25 -0400 Subject: [rt-users] RT v3.6.0, RTx-Shredder reinstall problems In-Reply-To: <44CAF346.9070204@comcast.net> References: <44CAF346.9070204@comcast.net> Message-ID: <44CAF57D.40600@comcast.net> Mathew Snyder wrote: > I ran into some issues with our RT installation that fortunately only > caused problems with the interface. However, the problems required a > fresh installation of RT. It goes fairly well with a few exceptions. > > When I download and untar both RT and RTx-Shredder the owner is set to > 1000:1000 despite being logged in as root. How do I avoid this. I end > up having to chown the entire directory before I can install anything. > > Also when I go to install Shredder, the install directories are set to > drwx------. I have to chmod all directories related to it in order to > make it somewhat usable. However, even after doing this it doesn't show > up under Configuration->Tools. > > So what might I be doing wrong here? What do I need to do differently > to get this to install as smoothly as it should? > > Thanks, > Mathew > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > To further this, If I enter https://rtserver_url/Admin/Tools/Shredder the page will come up. However, the CSS isn't showing up. All I get is a black and white page with all the usual text. -- If we don't protect freedom of speech, how will we know who the assholes are? From jokermjs19 at comcast.net Sat Jul 29 01:45:53 2006 From: jokermjs19 at comcast.net (Mathew Snyder) Date: Sat, 29 Jul 2006 01:45:53 -0400 Subject: [rt-users] RT v3.6.0, RTx-Shredder reinstall problems In-Reply-To: <44CAF57D.40600@comcast.net> References: <44CAF346.9070204@comcast.net> <44CAF57D.40600@comcast.net> Message-ID: <44CAF611.1030008@comcast.net> Mathew Snyder wrote: > Mathew Snyder wrote: >> I ran into some issues with our RT installation that fortunately only >> caused problems with the interface. However, the problems required a >> fresh installation of RT. It goes fairly well with a few exceptions. >> >> When I download and untar both RT and RTx-Shredder the owner is set to >> 1000:1000 despite being logged in as root. How do I avoid this. I end >> up having to chown the entire directory before I can install anything. >> >> Also when I go to install Shredder, the install directories are set to >> drwx------. I have to chmod all directories related to it in order to >> make it somewhat usable. However, even after doing this it doesn't show >> up under Configuration->Tools. >> >> So what might I be doing wrong here? What do I need to do differently >> to get this to install as smoothly as it should? >> >> Thanks, >> Mathew >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html >> > > To further this, If I enter https://rtserver_url/Admin/Tools/Shredder > the page will come up. However, the CSS isn't showing up. All I get is > a black and white page with all the usual text. > Ach!!! To further this still, the only thing that shows up is the Usage, Arguments, and plugin dropdown. I can't actually run the query. Thank...yet again Mathew From muralimanohara at gmail.com Sat Jul 29 02:03:42 2006 From: muralimanohara at gmail.com (Murali Manohara) Date: Sat, 29 Jul 2006 11:33:42 +0530 Subject: [rt-users] MASON_SESSION_PATH - Win32 Message-ID: Dear All, I am trying to install RT on Win32. Whenever I try to access the RT i get this error log in apache as "Can't read and write @MASON_SESSION_PATH@". Please loet me know as to where am i supposed to set the value for the MASON_SESSION_PATH. Details: Win 2000 Apace 1.3 MySQL 4.0.14 FCGI RT 3.0.12 Thanks in advance. Regards, Murali From dsmithson at activsupport.com Sat Jul 29 02:11:25 2006 From: dsmithson at activsupport.com (David Smithson) Date: Fri, 28 Jul 2006 23:11:25 -0700 Subject: [rt-users] RE: simple search usage Message-ID: I should add that my "solution" was to re-import the queues and squash the whitespace with regex. In fact, I decided to grab the queue names from the customer domain names, rather than the human-friendly names, which may not be relevant to your situation, but worth mentioning anyhow. David Smithson ________________________________ CLICK HERE FOR ONLINE SUPPORT -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of David Smithson Sent: Friday, July 28, 2006 9:17 PM To: Dario Luis Coneglian Oliveros Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] RE: simple search usage Hi Dario. Do your queue names have spaces in the names? The queues I have were imported from another database, including the spaces in the names. I've found that I can't use simple search to search for tickets in queues that have spaces in the names. David Smithson ________________________________ CLICK HERE FOR ONLINE SUPPORT -----Original Message----- From: Dario Luis Coneglian Oliveros [mailto:oliveros at cpqd.com.br] Sent: Friday, July 28, 2006 10:04 AM To: David Smithson Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RE: simple search usage Simple search works for me, except for queue names. Weird !?! I tried ticket id, email address and had no problem at all. D?rio David Smithson wrote: >Correction, search by queue name works, but nothing else. Anyone else >have this problem? > >David Smithson >________________________________ > >CLICK HERE FOR ONLINE SUPPORT > >-----Original Message----- >From: David Smithson >Sent: Friday, July 28, 2006 9:47 AM >To: rt-users at lists.bestpractical.com >Subject: simple search usage > >Hi all. > >The text from the Simple Search says this: > >---- >Search for tickets. Enter id numbers, queues by name, Owners by username >and Requestors by email address. RT will look for anything else you >enter in ticket bodies and attachments. > >Searching the full text of every ticket can take a long time, but if you >need to do it, you can search for any word in full ticket history for >any word by typing fulltext:word. > >RT will look for anything else you enter in ticket subjects. >---- > >I'm running 3.6.0, MySQL, FC5, etc. > >The *only* thing that the simple search will do in my instance of RT is >parse the subject. If I prefix with fulltext:, it parses Attachments. >None of the other fields that it claims to search are being searched ( >username, email address, queues ). Has anybody else seen this? > >David Smithson >________________________________________ >ActivSupport, Inc. >Your Flexible IT Partner >Microsoft Gold Partner -- Small Business Specialist >http://www.activsupport.com >Director of Technical Services >Direct: (415) 869 2991 >________________________________________ >Technical Support Hotline: (415) 979 9285 >CLICK HERE FOR ONLINE SUPPORT > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com > > >We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From dsmithson at activsupport.com Sat Jul 29 02:17:56 2006 From: dsmithson at activsupport.com (David Smithson) Date: Fri, 28 Jul 2006 23:17:56 -0700 Subject: [rt-users] MASON_SESSION_PATH - Win32 Message-ID: Just an educated guess that might lead you on the right path: if the variable inside @.@ is an environment variable ( I know little about Mason ), then you'd set this variable under My Computer->Properties->Advanced->Environment Variables->System variables. Now, my other guess is that your Apache service is running under a user account called 'Apache' or something and that this user doesn't currently have write access to the path defined in the mentioned ENV variable. Feh. I could be wrong, but hey, it couldn't hurt to follow my logic. David Smithson ________________________________ CLICK HERE FOR ONLINE SUPPORT -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Murali Manohara Sent: Friday, July 28, 2006 11:04 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] MASON_SESSION_PATH - Win32 Dear All, I am trying to install RT on Win32. Whenever I try to access the RT i get this error log in apache as "Can't read and write @MASON_SESSION_PATH@". Please loet me know as to where am i supposed to set the value for the MASON_SESSION_PATH. Details: Win 2000 Apace 1.3 MySQL 4.0.14 FCGI RT 3.0.12 Thanks in advance. Regards, Murali _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From muralimanohara at gmail.com Sat Jul 29 02:31:33 2006 From: muralimanohara at gmail.com (Murali Manohara) Date: Sat, 29 Jul 2006 12:01:33 +0530 Subject: [rt-users] MASON_SESSION_PATH - Win32 In-Reply-To: References: Message-ID: Hi David, Thanks for the reply. But it still am getting the same reply. I think i need to change the settings in the siteconfig.pm but i do not know how to do the same. Regards, Murali On 7/29/06, David Smithson wrote: > Just an educated guess that might lead you on the right path: if the > variable inside @.@ is an environment variable ( I know little about > Mason ), then you'd set this variable under My > Computer->Properties->Advanced->Environment Variables->System variables. > Now, my other guess is that your Apache service is running under a user > account called 'Apache' or something and that this user doesn't > currently have write access to the path defined in the mentioned ENV > variable. Feh. I could be wrong, but hey, it couldn't hurt to follow > my logic. > > David Smithson > ________________________________ > > CLICK HERE FOR ONLINE SUPPORT > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Murali > Manohara > Sent: Friday, July 28, 2006 11:04 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] MASON_SESSION_PATH - Win32 > > Dear All, > > I am trying to install RT on Win32. Whenever I try to access the RT i > get this error log in apache as "Can't read and write > @MASON_SESSION_PATH@". Please loet me know as to where am i supposed > to set the value for the MASON_SESSION_PATH. > > Details: > Win 2000 > Apace 1.3 > MySQL 4.0.14 > FCGI > RT 3.0.12 > > Thanks in advance. > > Regards, > Murali > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > From dsmithson at activsupport.com Sat Jul 29 03:03:39 2006 From: dsmithson at activsupport.com (David Smithson) Date: Sat, 29 Jul 2006 00:03:39 -0700 Subject: [rt-users] MASON_SESSION_PATH - Win32 Message-ID: Having never installed RT on Windows, I can only guess that the Apache installer creates an Apache user account for the Apache service and that this account must have r/w access to particular directories in the filesystem ( at least that's what the feedback you get seems to indicate ). Have you checked that the MASON_SESSION_PATH is writable by the Apache process? David Smithson ________________________________ CLICK HERE FOR ONLINE SUPPORT -----Original Message----- From: Murali Manohara [mailto:muralimanohara at gmail.com] Sent: Friday, July 28, 2006 11:32 PM To: David Smithson; rt-users at lists.bestpractical.com Subject: Re: [rt-users] MASON_SESSION_PATH - Win32 Hi David, Thanks for the reply. But it still am getting the same reply. I think i need to change the settings in the siteconfig.pm but i do not know how to do the same. Regards, Murali On 7/29/06, David Smithson wrote: > Just an educated guess that might lead you on the right path: if the > variable inside @.@ is an environment variable ( I know little about > Mason ), then you'd set this variable under My > Computer->Properties->Advanced->Environment Variables->System variables. > Now, my other guess is that your Apache service is running under a user > account called 'Apache' or something and that this user doesn't > currently have write access to the path defined in the mentioned ENV > variable. Feh. I could be wrong, but hey, it couldn't hurt to follow > my logic. > > David Smithson > ________________________________ > > CLICK HERE FOR ONLINE SUPPORT > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Murali > Manohara > Sent: Friday, July 28, 2006 11:04 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] MASON_SESSION_PATH - Win32 > > Dear All, > > I am trying to install RT on Win32. Whenever I try to access the RT i > get this error log in apache as "Can't read and write > @MASON_SESSION_PATH@". Please loet me know as to where am i supposed > to set the value for the MASON_SESSION_PATH. > > Details: > Win 2000 > Apace 1.3 > MySQL 4.0.14 > FCGI > RT 3.0.12 > > Thanks in advance. > > Regards, > Murali > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > From marco at supporting-role.co.uk Sat Jul 29 16:23:13 2006 From: marco at supporting-role.co.uk (Marco van Beek) Date: Sat, 29 Jul 2006 21:23:13 +0100 Subject: [rt-users] Installing RTFM In-Reply-To: References: <7807.193.195.20.90.1153820162.squirrel@193.195.20.90> Message-ID: <44CBC3B1.6090805@supporting-role.co.uk> Hi, I tried this and it still seems to have the same problems. It definitely seems to have problems finding the RT::FM Modules, even though they are in the same directory structure as the other RT Modules. Permissions seem fine, so I am not sure what to try next. Any suggestions anyone? Brooks, Travis C. wrote: > I just installed RTFM 2.2rc2 on 3.6 and had some trouble with where the > installer sent the files. > > Your rt3/lib/ area where you should have all the RT perl modules should > have some new pieces in it (FM, etc). Depending on how you configured RT > for installation this may be in different places, however, if you can find > your RT.pm module, that's where there should be an RT/ directory with an > FM/ subdir, and within that all the pms for RTFM. If the packages for > RTFM aren't there, then try installing again, and check the prefix option > on the rtfm configure command when you are installing. Perhaps you need > to tell the RTFM installer where to put things via the prefix (and other > options on configure) > > Sorry I can't be more help. > > Travis > > Travis C. Brooks > SPIRES Scientific Databases Manager > Stanford Linear Accelerator Center > http://www.slac.stanford.edu/spires > > On Tue, 25 Jul 2006, Marco van Beek wrote: > >> Hi All, >> >> I have successfully installed RT 3.4.2 on Ubuntu 5.10, using the debian >> package. After some tweaking it all worked fine, so I got adventurous and >> tried installing RTFM. To cut a long story short, installing RTFM via apt >> get also installs an older version of RT, and I had to do a lot of >> cleaning to get it all back again. >> >> Anyway, downloaded the RTFM-2.2.0RC2.tar.gz from the Best Practical site, >> and followed the instructions. Everything seemed to be fine except that >> "make initdb" failed, grumbling about the mysql password and I had to hack >> where it was looking for rt-setup-database via a symbolic link, but I >> found that the previous install had done the mysql code anyway. >> >> So having reloaded apache, no RTFM link in the main RT interface, and when >> I navigate to /rt/RTFM/index.html I get the errors shown below. >> >> I don't know if the two problems are related, so any help would be >> appreciated. The only place I can find a "use RT::FM::ArticleCollection" >> line of code is in subdirectory called "Callbacks". >> >> Regards, >> >> Marco >> >> >> =========================================================== >>> error: Can't locate object method "new" via package >> "RT::FM::ArticleCollection" (perhaps you forgot to load >> "RT::FM::ArticleCollection"?) at >> /usr/share/request-tracker3.4/html/RTFM/Elements/NewestArticles line 60. >> context: >>> ... >>> 56: <%INIT> >>> 57: my $rows = 10; >>> 58: my $i; >>> 59: my $MyArticles; >>> 60: $MyArticles = new RT::FM::ArticleCollection >> ($session{'CurrentUser'}); 61: $MyArticles->UnLimit; >>> 62: $MyArticles->RowsPerPage($rows); >>> 63: $MyArticles->OrderBy(FIELD => 'LastUpdated', ORDER => 'DESC'); 64: >>> ... >>> code stack: >> /usr/share/request-tracker3.4/html/RTFM/Elements/NewestArticles:60 >> /usr/share/request-tracker3.4/html/RTFM/index.html:24 >>> /usr/share/request-tracker3.4/html/autohandler:215 >> >> =========================================================== >> raw error: >>> Can't locate object method "new" via package "RT::FM::ArticleCollection" >> (perhaps you forgot to load "RT::FM::ArticleCollection"?) at >> /usr/share/request-tracker3.4/html/RTFM/Elements/NewestArticles line 60. >>> >>> Trace begun at /usr/share/perl5/HTML/Mason/Exceptions.pm line 128 >> HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method >> "new" via package "RT::FM::ArticleCollection" (perhaps you forgot to >> load "RT::FM::ArticleCollection"?) at >> /usr/share/request-tracker3.4/html/RTFM/Elements/NewestArticles line >> 60.^J') called at >> /usr/share/request-tracker3.4/html/RTFM/Elements/NewestArticles line 60 >> HTML::Mason::Commands::__ANON__ at >> /usr/share/perl5/HTML/Mason/Component.pm line 134 >> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x2aaaac2971a0)') >> called at /usr/share/perl5/HTML/Mason/Request.pm line 1232 eval {...} at >> /usr/share/perl5/HTML/Mason/Request.pm line 1226 >>> HTML::Mason::Request::comp(undef, undef) called at >> /usr/share/request-tracker3.4/html/RTFM/index.html line 24 >> HTML::Mason::Commands::__ANON__ at >> /usr/share/perl5/HTML/Mason/Component.pm line 134 >> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x2ec4db0)') >> called at /usr/share/perl5/HTML/Mason/Request.pm line 1232 eval {...} at >> /usr/share/perl5/HTML/Mason/Request.pm line 1226 >>> HTML::Mason::Request::comp(undef, undef) called at >> /usr/share/perl5/HTML/Mason/Request.pm line 898 >> HTML::Mason::Request::call_next('HTML::Mason::Request::CGI=HASH(0x3422640)') >> called at /usr/share/request-tracker3.4/html/autohandler line 215 >> HTML::Mason::Commands::__ANON__ at >> /usr/share/perl5/HTML/Mason/Component.pm line 134 >> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x2d3bfc0)') >> called at /usr/share/perl5/HTML/Mason/Request.pm line 1232 eval {...} at >> /usr/share/perl5/HTML/Mason/Request.pm line 1226 >>> HTML::Mason::Request::comp(undef, undef, undef) called at >> /usr/share/perl5/HTML/Mason/Request.pm line 460 eval {...} at >> /usr/share/perl5/HTML/Mason/Request.pm line 460 >>> eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 410 >>> HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0x3422640)') >> called at /usr/share/perl5/HTML/Mason/Interp.pm line 322 >> HTML::Mason::Interp::exec(undef, undef) called at >> /usr/share/perl5/HTML/Mason/CGIHandler.pm line 89 eval {...} at >> /usr/share/perl5/HTML/Mason/CGIHandler.pm line 89 >>> HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x289fa60)', >> 'HASH(0x2aaaac2a1990)') called at >> /usr/share/perl5/HTML/Mason/CGIHandler.pm line 72 >> HTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH(0x289fa60)', >> 'CGI::Fast=HASH(0x3422ac0)') called at >> /usr/share/request-tracker3.4/libexec/mason_handler.fcgi line 76 eval >> {...} at /usr/share/request-tracker3.4/libexec/mason_handler.fcgi line >> 76 >> >> >> >> >> >> >> >> >> >> Marco van Beek >> Supporting Role Ltd. >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html >> > From purp at acm.org Sun Jul 30 00:02:14 2006 From: purp at acm.org (Jim Meyer) Date: Sat, 29 Jul 2006 21:02:14 -0700 Subject: [rt-users] ldap overlay with callback In-Reply-To: <52AD365BD79BA048B359E3F4411D45150E2B701A@exchange01.wayad.corp.wayport.net> References: <52AD365BD79BA048B359E3F4411D45150E2B701A@exchange01.wayad.corp.wayport.net> Message-ID: Hello! On 7/27/06, Matt Nichols wrote: > I've been successfully using the LDAP Overlay > (http://wiki.bestpractical.com/index.cgi?LdapUserLocalOverlay) > for some time now and I'd like to start using LdapAutocreateAuthCallback.. > My RT installation (3.4.4.1 installed form a debian package) didn't have the > "local" directory structure so I created: > > /usr/share/request-tracker3.4/local/html/Callbacks/LDAP/autohandler/ > and added the code from LdapAutocreateAuthCallback to a file called Auth. > I've restarted apache but RT does not seem to be aware of this Callback > code. New users who attempt to login to the web interface for the first time > (who exist in AD/LDAP) are not allowed to login. The logs show: > > > > [Thu Jul 27 15:03:23 2006] [error]: FAILED LOGIN for someuser from > some.ip.address (/usr/share/request-tracker3.4/html/autohandler:191) > > > > A point in the right direction would be appreciated. Check the HTML source of the login page. If there's a line like so: ...in the page, then it's loading and I can't tell you what's going wrong without more info. If that line isn't there, the callback isn't loading and I'm not sure if callbacks are honored in RT 3.4.x. Anyone here have this working with a 3.4.x install? Thanks! --j -- Jim Meyer, Geek at Large purp at acm.org From mnichols at wayport.net Sun Jul 30 00:18:59 2006 From: mnichols at wayport.net (Matt Nichols) Date: Sat, 29 Jul 2006 23:18:59 -0500 Subject: [rt-users] ldap overlay with callback References: <52AD365BD79BA048B359E3F4411D45150E2B701A@exchange01.wayad.corp.wayport.net> Message-ID: <52AD365BD79BA048B359E3F4411D45150B831A8C@exchange01.wayad.corp.wayport.net> Thanks Jim, A fellow Debian user pointed out that I was putting the "Auth" code in the wrong directory. I put the LdapAutocreateAuthCallback code in the right place (/usr/local/share/request-tracker3.4/html/Callbacks/LDAP/autohandler/Auth) and things are working as they should now. -Matt -----Original Message----- From: sciocco at gmail.com on behalf of Jim Meyer Sent: Sat 7/29/2006 11:02 PM To: Matt Nichols Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] ldap overlay with callback Hello! On 7/27/06, Matt Nichols wrote: > I've been successfully using the LDAP Overlay > (http://wiki.bestpractical.com/index.cgi?LdapUserLocalOverlay) > for some time now and I'd like to start using LdapAutocreateAuthCallback.. > My RT installation (3.4.4.1 installed form a debian package) didn't have the > "local" directory structure so I created: > > /usr/share/request-tracker3.4/local/html/Callbacks/LDAP/autohandler/ > and added the code from LdapAutocreateAuthCallback to a file called Auth. > I've restarted apache but RT does not seem to be aware of this Callback > code. New users who attempt to login to the web interface for the first time > (who exist in AD/LDAP) are not allowed to login. The logs show: > > > > [Thu Jul 27 15:03:23 2006] [error]: FAILED LOGIN for someuser from > some.ip.address (/usr/share/request-tracker3.4/html/autohandler:191) > > > > A point in the right direction would be appreciated. Check the HTML source of the login page. If there's a line like so: ...in the page, then it's loading and I can't tell you what's going wrong without more info. If that line isn't there, the callback isn't loading and I'm not sure if callbacks are honored in RT 3.4.x. Anyone here have this working with a 3.4.x install? Thanks! --j -- Jim Meyer, Geek at Large purp at acm.org -------------- next part -------------- An HTML attachment was scrubbed... URL: From dsmithson at activsupport.com Sun Jul 30 01:14:44 2006 From: dsmithson at activsupport.com (David Smithson) Date: Sat, 29 Jul 2006 22:14:44 -0700 Subject: [rt-users] Told Message-ID: There's a datetime field in the Tickets table called 'Told'. What does it mean? I don't find a description of this documented anywhere. I know that it is set by clicking 'Last Contact' on the Ticket page, but it isn't clear to me what the purpose of this field is. Can somebody explain? Thanks! David Smithson ________________________________________ ActivSupport, Inc. Your Flexible IT Partner Microsoft Gold Partner -- Small Business Specialist http://www.activsupport.com Director of Technical Services Direct: (415) 869 2991 ________________________________________ Technical Support Hotline: (415) 979 9285 CLICK HERE FOR ONLINE SUPPORT From jokermjs19 at comcast.net Sun Jul 30 02:14:32 2006 From: jokermjs19 at comcast.net (Mathew Snyder) Date: Sun, 30 Jul 2006 02:14:32 -0400 Subject: [rt-users] Shredder installation problem Message-ID: <44CC4E48.4020104@comcast.net> Again, I'm testing a new installation of RT v3.6.0 with RTx::Shredder. However, when I install Shredder I get this The requested URL /Admin/Tools/Shredder/ was not found on this server. I'm finding that the directories created and used during installation are being chmod'ed to 700 making them not readable by the rt group/user. Why is this happening? I'm installing as root and have also installed using sudo. I get the same results everytime. Shredder is not showing up? Please...help me. I need this to be working. Thank You, Mathew Snyder From jokermjs19 at comcast.net Sun Jul 30 21:04:49 2006 From: jokermjs19 at comcast.net (Mathew Snyder) Date: Sun, 30 Jul 2006 21:04:49 -0400 Subject: [rt-users] RT v3.6.0, RTx-Shredder reinstall problems In-Reply-To: <44CAF611.1030008@comcast.net> References: <44CAF346.9070204@comcast.net> <44CAF57D.40600@comcast.net> <44CAF611.1030008@comcast.net> Message-ID: <44CD5731.5080902@comcast.net> I've found the problem though I don't know why it is happening. When I installed Shredder the Callbacks directory was set to mode 700. I don't know if it was actually set to this when I installed RT or if Shredder set it. Either way, I chmod'ed it to 755 and everything worked as expected. Any idea why all of a sudden installing Shredder creates directories that RT can't write to? Even when being installed by root? Mathew Mathew Snyder wrote: > Mathew Snyder wrote: >> Mathew Snyder wrote: >>> I ran into some issues with our RT installation that fortunately only >>> caused problems with the interface. However, the problems required a >>> fresh installation of RT. It goes fairly well with a few exceptions. >>> >>> When I download and untar both RT and RTx-Shredder the owner is set to >>> 1000:1000 despite being logged in as root. How do I avoid this. I end >>> up having to chown the entire directory before I can install anything. >>> >>> Also when I go to install Shredder, the install directories are set to >>> drwx------. I have to chmod all directories related to it in order to >>> make it somewhat usable. However, even after doing this it doesn't show >>> up under Configuration->Tools. >>> >>> So what might I be doing wrong here? What do I need to do differently >>> to get this to install as smoothly as it should? >>> >>> Thanks, >>> Mathew >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >>> >>> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html >>> >> To further this, If I enter https://rtserver_url/Admin/Tools/Shredder >> the page will come up. However, the CSS isn't showing up. All I get is >> a black and white page with all the usual text. >> > > Ach!!! To further this still, the only thing that shows up is the > Usage, Arguments, and plugin dropdown. I can't actually run the query. > > Thank...yet again > Mathew > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > From marco at supporting-role.co.uk Mon Jul 31 08:31:45 2006 From: marco at supporting-role.co.uk (Marco van Beek) Date: Mon, 31 Jul 2006 13:31:45 +0100 Subject: [rt-users] Installing RTFM In-Reply-To: <44CBC3B1.6090805@supporting-role.co.uk> References: <7807.193.195.20.90.1153820162.squirrel@193.195.20.90> <44CBC3B1.6090805@supporting-role.co.uk> Message-ID: <44CDF831.2000603@supporting-role.co.uk> Hi All, I have got a little further with this after realising that mason was caching the files. If I insert a line with "use RT::RM::ArticleCollection" in the /html/RTFM/Elements/NewestArticle file, it all starts to work, so what is happening is that the file with this information in is not getting loaded. Now, the only files I have with this line in it are: > # grep -Rn "use RT::FM::ArticleCollection" ./* > ./bin/notify:39:use RT::FM::ArticleCollection; > ./html/Callbacks/RTFM/autohandler/Default:21:use RT::FM::ArticleCollection; > ./html/Callbacks/RTFM/Ticket/Update.html/BeforeMessageBox:47:use RT::FM::ArticleCollection; > ./lib/RT/FM/ArticleCollection.pm:15: use RT::FM::ArticleCollection > ./lib/RT/FM/Article_Overlay.pm:26:use RT::FM::ArticleCollection; > ./lib/RT/FM/Class_Overlay.pm:27:use RT::FM::ArticleCollection; So what I now need to know is which file is supposed to load this library? I would guess it is supposed to be ./html/Callbacks/RTFM/autohandler/Default But I can't see where this is being called from. Any help appreciated. Ta, Marco Marco van Beek wrote: > Hi, > > I tried this and it still seems to have the same problems. It definitely > seems to have problems finding the RT::FM Modules, even though they are > in the same directory structure as the other RT Modules. Permissions > seem fine, so I am not sure what to try next. > > Any suggestions anyone? > > Brooks, Travis C. wrote: >> I just installed RTFM 2.2rc2 on 3.6 and had some trouble with where the >> installer sent the files. >> >> Your rt3/lib/ area where you should have all the RT perl modules should >> have some new pieces in it (FM, etc). Depending on how you configured RT >> for installation this may be in different places, however, if you can >> find >> your RT.pm module, that's where there should be an RT/ directory with an >> FM/ subdir, and within that all the pms for RTFM. If the packages for >> RTFM aren't there, then try installing again, and check the prefix option >> on the rtfm configure command when you are installing. Perhaps you need >> to tell the RTFM installer where to put things via the prefix (and other >> options on configure) >> >> Sorry I can't be more help. >> >> Travis >> >> Travis C. Brooks >> SPIRES Scientific Databases Manager >> Stanford Linear Accelerator Center >> http://www.slac.stanford.edu/spires >> >> On Tue, 25 Jul 2006, Marco van Beek wrote: >> >>> Hi All, >>> >>> I have successfully installed RT 3.4.2 on Ubuntu 5.10, using the debian >>> package. After some tweaking it all worked fine, so I got adventurous >>> and >>> tried installing RTFM. To cut a long story short, installing RTFM via >>> apt >>> get also installs an older version of RT, and I had to do a lot of >>> cleaning to get it all back again. >>> >>> Anyway, downloaded the RTFM-2.2.0RC2.tar.gz from the Best Practical >>> site, >>> and followed the instructions. Everything seemed to be fine except that >>> "make initdb" failed, grumbling about the mysql password and I had to >>> hack >>> where it was looking for rt-setup-database via a symbolic link, but I >>> found that the previous install had done the mysql code anyway. >>> >>> So having reloaded apache, no RTFM link in the main RT interface, and >>> when >>> I navigate to /rt/RTFM/index.html I get the errors shown below. >>> >>> I don't know if the two problems are related, so any help would be >>> appreciated. The only place I can find a "use RT::FM::ArticleCollection" >>> line of code is in subdirectory called "Callbacks". >>> >>> Regards, >>> >>> Marco >>> >>> >>> =========================================================== >>>> error: Can't locate object method "new" via package >>> "RT::FM::ArticleCollection" (perhaps you forgot to load >>> "RT::FM::ArticleCollection"?) at >>> /usr/share/request-tracker3.4/html/RTFM/Elements/NewestArticles line 60. >>> context: >>>> ... >>>> 56: <%INIT> >>>> 57: my $rows = 10; >>>> 58: my $i; >>>> 59: my $MyArticles; >>>> 60: $MyArticles = new RT::FM::ArticleCollection >>> ($session{'CurrentUser'}); 61: $MyArticles->UnLimit; >>>> 62: $MyArticles->RowsPerPage($rows); >>>> 63: $MyArticles->OrderBy(FIELD => 'LastUpdated', ORDER => >>>> 'DESC'); 64: >>>> ... >>>> code stack: >>> /usr/share/request-tracker3.4/html/RTFM/Elements/NewestArticles:60 >>> /usr/share/request-tracker3.4/html/RTFM/index.html:24 >>>> /usr/share/request-tracker3.4/html/autohandler:215 >>> >>> =========================================================== >>> raw error: >>>> Can't locate object method "new" via package >>>> "RT::FM::ArticleCollection" >>> (perhaps you forgot to load "RT::FM::ArticleCollection"?) at >>> /usr/share/request-tracker3.4/html/RTFM/Elements/NewestArticles line 60. >>>> >>>> Trace begun at /usr/share/perl5/HTML/Mason/Exceptions.pm line 128 >>> HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method >>> "new" via package "RT::FM::ArticleCollection" (perhaps you forgot to >>> load "RT::FM::ArticleCollection"?) at >>> /usr/share/request-tracker3.4/html/RTFM/Elements/NewestArticles line >>> 60.^J') called at >>> /usr/share/request-tracker3.4/html/RTFM/Elements/NewestArticles line 60 >>> HTML::Mason::Commands::__ANON__ at >>> /usr/share/perl5/HTML/Mason/Component.pm line 134 >>> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x2aaaac2971a0)') >>> >>> called at /usr/share/perl5/HTML/Mason/Request.pm line 1232 eval {...} at >>> /usr/share/perl5/HTML/Mason/Request.pm line 1226 >>>> HTML::Mason::Request::comp(undef, undef) called at >>> /usr/share/request-tracker3.4/html/RTFM/index.html line 24 >>> HTML::Mason::Commands::__ANON__ at >>> /usr/share/perl5/HTML/Mason/Component.pm line 134 >>> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x2ec4db0)') >>> >>> called at /usr/share/perl5/HTML/Mason/Request.pm line 1232 eval {...} at >>> /usr/share/perl5/HTML/Mason/Request.pm line 1226 >>>> HTML::Mason::Request::comp(undef, undef) called at >>> /usr/share/perl5/HTML/Mason/Request.pm line 898 >>> HTML::Mason::Request::call_next('HTML::Mason::Request::CGI=HASH(0x3422640)') >>> >>> called at /usr/share/request-tracker3.4/html/autohandler line 215 >>> HTML::Mason::Commands::__ANON__ at >>> /usr/share/perl5/HTML/Mason/Component.pm line 134 >>> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x2d3bfc0)') >>> >>> called at /usr/share/perl5/HTML/Mason/Request.pm line 1232 eval {...} at >>> /usr/share/perl5/HTML/Mason/Request.pm line 1226 >>>> HTML::Mason::Request::comp(undef, undef, undef) called at >>> /usr/share/perl5/HTML/Mason/Request.pm line 460 eval {...} at >>> /usr/share/perl5/HTML/Mason/Request.pm line 460 >>>> eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 410 >>>> HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0x3422640)') >>> called at /usr/share/perl5/HTML/Mason/Interp.pm line 322 >>> HTML::Mason::Interp::exec(undef, undef) called at >>> /usr/share/perl5/HTML/Mason/CGIHandler.pm line 89 eval {...} at >>> /usr/share/perl5/HTML/Mason/CGIHandler.pm line 89 >>>> HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x289fa60)', >>>> >>> 'HASH(0x2aaaac2a1990)') called at >>> /usr/share/perl5/HTML/Mason/CGIHandler.pm line 72 >>> HTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH(0x289fa60)', >>> >>> 'CGI::Fast=HASH(0x3422ac0)') called at >>> /usr/share/request-tracker3.4/libexec/mason_handler.fcgi line 76 eval >>> {...} at /usr/share/request-tracker3.4/libexec/mason_handler.fcgi line >>> 76 >>> >>> >>> >>> >>> >>> >>> >>> >>> >>> Marco van Beek >>> Supporting Role Ltd. >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >>> >>> We're hiring! Come hack Perl for Best Practical: >>> http://bestpractical.com/about/jobs.html >>> >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy > a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > From HelmuthRamirez at compupay.com Mon Jul 31 08:39:40 2006 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Mon, 31 Jul 2006 08:39:40 -0400 Subject: [rt-users] Migrating 3.6.0 to new hardware Message-ID: <7314881427FC8A4081673E8CEEA7924902701B98@EXMIAMI01.compupay.com> Thanks Humberto! Doesn't sound too bad. My only concern would be the attachments (we rely heavily on those). I guess if its that simple, I'll put the restore on a new machine and test it to see if everything came through alright. Thanks again Helmuth -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Humberto Junior Sent: Friday, July 28, 2006 6:33 PM Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Migrating 3.6.0 to new hardware I did It last week. Migrate configuration (RT, apache, perl...), make sure that all conf fileas are in correct places Stop apache (old server) backup database (old server) restore database (new server) do some tests (murphy's law) Worked fine, the webmin did the backup and the restore in server, here I do not use attachament files in tickets, so I dont know if it will broke the files (I think no) In wiki we have more documentation read http://wiki.bestpractical.com/index.cgi?MigrateToNewServer it will help. Humberto Junior Nexos - Seguran?a da Informa??o Helmuth Ramirez escreveu: > Hi everyone, > We are currently evaluating/piloting RT 3.6.0 on a Debian box. So far > it has received a good reception from the techs. We want to expand our > pilot to include another group. I would like to migrate our install to > a stronger box (still Debian). Is there anything special I need/should > know? > > Many thanks in advance! > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From aroman at ziplink.net Mon Jul 31 09:09:17 2006 From: aroman at ziplink.net (Alex Romanauskas) Date: Mon, 31 Jul 2006 09:09:17 -0400 Subject: [rt-users] Users Drop-Down In-Reply-To: <0FB8C170485E29419C3ADAC3A13886CA033F54F2@EMEXCH004002> References: <0FB8C170485E29419C3ADAC3A13886CA033F54F2@EMEXCH004002> Message-ID: <44CE00FD.7080801@ziplink.net> After enabling debug for RT this is the error I receive when it attempts to retrieve the users lists for the drop-down. Jul 31 08:51:41 tickets RT: RT::Handle=HASH(0xa14171c) couldn't execute the query 'SELECT DISTINCT main.* FROM Users main , Principals Principals_1, ACL ACL_2, Groups Groups_3, CachedGroupMembers CachedGroupMembers_4 WHERE ((ACL_2.RightName = 'OwnTicket')) AND ((CachedGroupMembers_4.MemberId = Principals_1.id)) AND ((Groups_3.id = CachedGroupMembers_4.GroupId)) AND ((Principals_1.Disabled = '0')or(Principals_1.Disabled = '0')) AND ((Principals_1.id != '1')) AND ((main.id = Principals_1.id)) AND ( ( ACL_2.PrincipalId = Groups_3.id AND ACL_2.PrincipalType = 'Group' AND ( Groups_3.Domain = 'SystemInternal' OR Groups_3.Domain = 'UserDefined' OR Groups_3.Domain = 'ACLEquivalence')) Anyone have any info on where to look for the problem? Thanks -- Alex Lamers, Dan wrote: > Sorry Alex, that's the extent of my knowledge. I'm new to RT and it took me > a while to find out how to get that drop box populated. For me, the 'Own > Ticket' was all that was required and I assigned that to the 'priviledged > users' group. > > Regards, > Dan > > -----Original Message----- > From: Alex Romanauskas [mailto:aroman at ziplink.net] > Sent: July 28, 2006 9:34 AM > To: Lamers, Dan > Cc: rt-users > Subject: Re: [rt-users] Users Drop-Down > > > Dan, > > Own Ticket is enabled for all users and Everyone. In case it could > be > some other permission level here is what is assigned to the standard users: > > CommentOnTicket > CreateTicket > ModifySelf > ModifyTicket > OwnTicket > ReplyToTicket > SeeQueue > ShowTicket > ShowTicketComments > Watch > WatchAsAdminCc > > I have also noticed that you can't even use query builder to search by > owner as that drop-down also just shows nobody. > > Thanks > -- > Alex > > Lamers, Dan wrote: >> Alex, >> >> You need to grant the 'own ticket' permission in order for the users to >> appear in the drop-down. >> >> Regards, >> Dan >> >> >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Alex >> Romanauskas >> Sent: July 27, 2006 9:14 AM >> To: rt-users >> Subject: [rt-users] Users Drop-Down >> >> >> I have just upgraded from 3.0.11 to 3.4.5 and for the most part >> everything has gone very well. The only problem I am having is >> assigning ticket ownership. The Owner drop down currently shows >> "Nobody" as the only available choice of owner. Is this a permissions >> problem or something else? All users in question have ModifyTicket as >> does Everyone. >> >> Thanks >> -- >> Alex >> > > -- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean. From oliveros at cpqd.com.br Mon Jul 31 10:01:10 2006 From: oliveros at cpqd.com.br (Dario Luis Coneglian Oliveros) Date: Mon, 31 Jul 2006 11:01:10 -0300 Subject: [rt-users] RE: simple search usage In-Reply-To: References: Message-ID: <44CE0D26.5000708@cpqd.com.br> Yes, they do. That may be the problem then. Thanks a lot. David Smithson wrote: >Hi Dario. Do your queue names have spaces in the names? The queues I have were imported from another database, including the spaces in the names. I've found that I can't use simple search to search for tickets in queues that have spaces in the names. > >David Smithson >________________________________ > >CLICK HERE FOR ONLINE SUPPORT > >-----Original Message----- >From: Dario Luis Coneglian Oliveros [mailto:oliveros at cpqd.com.br] >Sent: Friday, July 28, 2006 10:04 AM >To: David Smithson >Cc: rt-users at lists.bestpractical.com >Subject: Re: [rt-users] RE: simple search usage > >Simple search works for me, except for queue names. Weird !?! >I tried ticket id, email address and had no problem at all. >D?rio > >David Smithson wrote: > > > >>Correction, search by queue name works, but nothing else. Anyone else >>have this problem? >> >>David Smithson >>________________________________ >> >>CLICK HERE FOR ONLINE SUPPORT >> >>-----Original Message----- >>From: David Smithson >>Sent: Friday, July 28, 2006 9:47 AM >>To: rt-users at lists.bestpractical.com >>Subject: simple search usage >> >>Hi all. >> >>The text from the Simple Search says this: >> >>---- >>Search for tickets. Enter id numbers, queues by name, Owners by username >>and Requestors by email address. RT will look for anything else you >>enter in ticket bodies and attachments. >> >>Searching the full text of every ticket can take a long time, but if you >>need to do it, you can search for any word in full ticket history for >>any word by typing fulltext:word. >> >>RT will look for anything else you enter in ticket subjects. >>---- >> >>I'm running 3.6.0, MySQL, FC5, etc. >> >>The *only* thing that the simple search will do in my instance of RT is >>parse the subject. If I prefix with fulltext:, it parses Attachments. >>None of the other fields that it claims to search are being searched ( >>username, email address, queues ). Has anybody else seen this? >> >>David Smithson >>________________________________________ >>ActivSupport, Inc. >>Your Flexible IT Partner >>Microsoft Gold Partner -- Small Business Specialist >>http://www.activsupport.com >>Director of Technical Services >>Direct: (415) 869 2991 >>________________________________________ >>Technical Support Hotline: (415) 979 9285 >>CLICK HERE FOR ONLINE SUPPORT >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Community help: http://wiki.bestpractical.com >>Commercial support: sales at bestpractical.com >> >> >>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>Buy a copy at http://rtbook.bestpractical.com >> >> >>We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html >> >> >> >> > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From sturner at MIT.EDU Mon Jul 31 10:23:07 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 31 Jul 2006 10:23:07 -0400 Subject: [rt-users] Told In-Reply-To: References: Message-ID: <6.2.3.4.2.20060731102202.03af5560@po14.mit.edu> At Sunday 7/30/2006 01:14 AM, David Smithson wrote: >There's a datetime field in the Tickets table called 'Told'. What does >it mean? I don't find a description of this documented anywhere. I >know that it is set by clicking 'Last Contact' on the Ticket page, but >it isn't clear to me what the purpose of this field is. Can somebody >explain? Thanks! > >David Smithson Told is intended to be the last time the client (requestor) was contacted. It's set automatically when you add a reply to the ticket. Steve From ESchultz at corp.untd.com Mon Jul 31 11:24:43 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Mon, 31 Jul 2006 08:24:43 -0700 Subject: [rt-users] RE: simple search usage Message-ID: <5613F89D78D2F545A40423EBA5535C3010EE1982@LAXEVS01.lax.corp.int.untd.com> Huh, that's interesting to know. And adding quotes around it doesn't fix it. That seems like some sort of bug to me - it's useful to have queue names with spaces in them. Eric Schultz United Online > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of David Smithson > Sent: Friday, July 28, 2006 9:17 PM > To: Dario Luis Coneglian Oliveros > Cc: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] RE: simple search usage > > Hi Dario. Do your queue names have spaces in the names? The > queues I have were imported from another database, including > the spaces in the names. I've found that I can't use simple > search to search for tickets in queues that have spaces in the names. > > David Smithson > ________________________________ > > CLICK HERE FOR ONLINE SUPPORT > > -----Original Message----- > From: Dario Luis Coneglian Oliveros [mailto:oliveros at cpqd.com.br] > Sent: Friday, July 28, 2006 10:04 AM > To: David Smithson > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RE: simple search usage > > Simple search works for me, except for queue names. Weird !?! > I tried ticket id, email address and had no problem at all. > D?rio > > David Smithson wrote: > > >Correction, search by queue name works, but nothing else. > Anyone else > >have this problem? > > > >David Smithson > >________________________________ > > > >CLICK HERE FOR ONLINE SUPPORT > > > >-----Original Message----- > >From: David Smithson > >Sent: Friday, July 28, 2006 9:47 AM > >To: rt-users at lists.bestpractical.com > >Subject: simple search usage > > > >Hi all. > > > >The text from the Simple Search says this: > > > >---- > >Search for tickets. Enter id numbers, queues by name, Owners > by username > >and Requestors by email address. RT will look for anything else you > >enter in ticket bodies and attachments. > > > >Searching the full text of every ticket can take a long > time, but if you > >need to do it, you can search for any word in full ticket history for > >any word by typing fulltext:word. > > > >RT will look for anything else you enter in ticket subjects. > >---- > > > >I'm running 3.6.0, MySQL, FC5, etc. > > > >The *only* thing that the simple search will do in my > instance of RT is > >parse the subject. If I prefix with fulltext:, it parses > Attachments. > >None of the other fields that it claims to search are being > searched ( > >username, email address, queues ). Has anybody else seen this? > > > >David Smithson From jesse at bestpractical.com Mon Jul 31 12:34:08 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 31 Jul 2006 12:34:08 -0400 Subject: [rt-users] russian lang problems In-Reply-To: <20060728131736.46F6645100@mhost.inetcomm.ru> References: <20060728131736.46F6645100@mhost.inetcomm.ru> Message-ID: Valery, Is there a chance you can send me a message that causes the double- recoding bug? I can then add that to RT's test suite to make sure it doesn't happen again. Spasibo Bolshoe, Jesse On Jul 28, 2006, at 9:17 AM, ??????? ??????? wrote: > Hi all. I've got some problems with RT 3.6.0. > > 1: > > Subject: =?UTF-8?B?W0luZXQgIzE2XSBBdXRvUmVwbHk6IO+/vT/vv70/77+9P++/ > vT8=?= > Content-Type: text/plain; charset="utf-8" > From: > "=?UTF-8?B?77+9P++/vT/vv70/LiDvv70/77+9P++/vT/vv70/77+9P++/vT/ > vv70/77+9?= > =?UTF-8?B?P++/vT8=?=" > Reply-To: edtest at xxx > In-Reply-To: > References: ru at f69xxx > > Message-ID: > Precedence: bulk > X-RT-Loop-Prevention: xxx > RT-Ticket: Inet #16 > Managed-by: RT 3.6.0 (http://www.bestpractical.com/rt/) > RT-Originator: xxx > To: xxx > MIME-Version: 1.0 > Content-Transfer-Encoding: 8bit > X-RT-Original-Encoding: utf-8 > X-RT-Original-Encoding: utf-8 > > Double-recoding. > > 2. When RT get message. Log: > > [Fri Jul 28 09:01:24 2006] [debug]: Converting 'koi8-r' to 'utf-8' for > text/plain - ?-?????- (/usr/local/rt3/lib/RT/I18N.pm:226) > > 3. WebGUI: > > Screenshot http://hit.inetcomm.net/~edr/strange.jpg > > > Config: > > FreeBSD 4.9 > Perl 5.8.8 > RT 3.6.0 > > > cat /usr/local/rt3/etc/RT_SiteConfig.pm > # Any configuration directives you include here will override > > Set($UseFriendlyFromLine , 1); > Set($FriendlyFromLineFormat , "\"%s\" <%s>"); > > @EmailInputEncodings = qw(utf-8 cp1251 koi8-r iso-8859-1 us-ascii) > unless > (@EmailInputEncodings); > > #Set( $AlwaysUseBase64, 1 ); > > 1; > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http:// > bestpractical.com/about/jobs.html > -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From jesse at bestpractical.com Mon Jul 31 12:34:11 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 31 Jul 2006 12:34:11 -0400 Subject: [rt-users] DBIx::SearchBuilder How to make left join with epression? In-Reply-To: <20060728212152.GA27296@chaka.net> References: <20060728212152.GA27296@chaka.net> Message-ID: <846B778A-66F2-4B97-B309-29B0F690E3E6@bestpractical.com> On Jul 28, 2006, at 5:21 PM, Todd Chapman wrote: > How do I do a left join and join on an arbitrary expression? > That catch is that I need to refer to the TABLE2 alias in > the expression? > Shouldn't it be enough to use ->NewAlias to create a new alias, pass it in as ALIAS2, and go from there? What are you actually trying to do? Best, Jesse > Also, how can I just give DBIx::SB the proper SQL to run > in situations where I can't get it to generate the proper > SQL? Inside of join conditions, not easily. Jesse -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From jesse at bestpractical.com Mon Jul 31 12:34:33 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 31 Jul 2006 12:34:33 -0400 Subject: [rt-users] Canned Responses Form In-Reply-To: <7314881427FC8A4081673E8CEEA79249022602BD@EXMIAMI01.compupay.com> References: <7314881427FC8A4081673E8CEEA79249022602BD@EXMIAMI01.compupay.com> Message-ID: On Jul 19, 2006, at 2:02 PM, Helmuth Ramirez wrote: [RTFM, the RT FAQ Manager] > I wanted to install this...but I couldn't find anything about 3.6 > compatibility. Is it 3.6 friendly? > It is, though we need to release the 2.2.0 final. Jesse -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From todd at chaka.net Mon Jul 31 12:50:42 2006 From: todd at chaka.net (Todd Chapman) Date: Mon, 31 Jul 2006 12:50:42 -0400 Subject: [rt-users] DBIx::SearchBuilder How to make left join with epression? In-Reply-To: <846B778A-66F2-4B97-B309-29B0F690E3E6@bestpractical.com> References: <20060728212152.GA27296@chaka.net> <846B778A-66F2-4B97-B309-29B0F690E3E6@bestpractical.com> Message-ID: <20060731165042.GB27296@chaka.net> On Mon, Jul 31, 2006 at 12:34:11PM -0400, Jesse Vincent wrote: > > On Jul 28, 2006, at 5:21 PM, Todd Chapman wrote: > > >How do I do a left join and join on an > >arbitrary expression? > >That catch is that I need to refer to the > >TABLE2 alias in > >the expression? > > > > Shouldn't it be enough to use ->NewAlias to > create a new alias, pass it in as ALIAS2, and > go from there? > > What are you actually trying to do? I am doing a LEFT join and my additional criteria needs to be in the ON clause. And my criteria needs to refer to the 'right' table? With a left join SB requires TABLE2 instead of ALIAS2. Does this make sense? > > Best, > Jesse > > >Also, how can I just give DBIx::SB the proper > >SQL to run > >in situations where I can't get it to generate > >the proper > >SQL? > > Inside of join conditions, not easily. > > Jesse From ESchultz at corp.untd.com Mon Jul 31 12:55:18 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Mon, 31 Jul 2006 09:55:18 -0700 Subject: [rt-users] Mask custom field? Message-ID: <5613F89D78D2F545A40423EBA5535C3010EE1AEC@LAXEVS01.lax.corp.int.untd.com> > Hi, Is anyone know how to setup CustomField mask, such > as IP address ###.###.###.###? Thanks, Zhiming. Are you talking about the validation feature of 3.6? If so, I believe that another user on the list had provided a link for a whole bunch of premade regular expressions, but you'd have to search the archives for what this was. Else, I imagine something like this would work: ^\d{1,3}\.\d{1,3}\.\d{1,3}\.\d{1,3}$ Eric Schultz United Online From todd at chaka.net Mon Jul 31 13:03:15 2006 From: todd at chaka.net (Todd Chapman) Date: Mon, 31 Jul 2006 13:03:15 -0400 Subject: [rt-users] Mask custom field? In-Reply-To: <5613F89D78D2F545A40423EBA5535C3010EE1AEC@LAXEVS01.lax.corp.int.untd.com> References: <5613F89D78D2F545A40423EBA5535C3010EE1AEC@LAXEVS01.lax.corp.int.untd.com> Message-ID: <20060731170315.GC27296@chaka.net> On Mon, Jul 31, 2006 at 09:55:18AM -0700, Schultz, Eric wrote: > > Hi, Is anyone know how to setup CustomField mask, such > > as IP address ###.###.###.###? Thanks, Zhiming. > > Are you talking about the validation feature of 3.6? If so, I believe > that another user on the list had provided a link for a whole bunch of > premade regular expressions, but you'd have to search the archives for > what this was. > > Else, I imagine something like this would work: > > ^\d{1,3}\.\d{1,3}\.\d{1,3}\.\d{1,3}$ And there are callbacks for CF display/edit that are handy for this too. > > Eric Schultz > United Online > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From HelmuthRamirez at compupay.com Mon Jul 31 13:06:46 2006 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Mon, 31 Jul 2006 13:06:46 -0400 Subject: FW: [rt-users] Populate custom field A with the selection I made incustom field B Message-ID: <7314881427FC8A4081673E8CEEA7924902701BA2@EXMIAMI01.compupay.com> Hi guys, just wanted to bring this one back up...just in case someone knows :) From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Helmuth Ramirez Sent: Wednesday, July 26, 2006 9:24 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Populate custom field A with the selection I made incustom field B Hi Everyone, We are currently evaluating RT to replace our current (crappy) ticketing system. So far everyone has good things to say about it :) . Our Helpdesk Manager asked me to post this up and see if anyone had any input on it. Many thanks in advance! I want to know if there is a way that I can assign / save the value of the category field (in the cascading field) to another custom field when an item is chosen. Here is the scenario in RT3.6: I have two custom fields: Type (which is a "select one value" type) Sort Name Description Category 10 Help Request 20 Work Request SubType (which is "select one value" type with category column filled in, "cascading") Sort Name Description Category 10 E-mail Help Request 20 Internet Help Request 30 New Hire Work Request 40 Termination Work Request So, what I would like to do is to set "Type" to be Read-Only and when I choose a "SubType", to use the "Category" value to fill in "Type". This can be done once the ticket is saved. I'm not looking for it to change "on the fly". The problem I have with it now is that you can choose Type:Work Request for example and then choose SubType:E-mail (Category:Help Request). This of course will influence when I run reports on # of Work Request, # of Help Requests and others. As well as not be true to the classification of the ticket. Helmuth Ramirez Compupay IT Department 3450 Lakeside Dr. Suite 400 Miramar, FL 33027 954-874-4800 x7754 <> -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: ATT7101996.txt URL: From ocraig at stillsecure.com Mon Jul 31 13:52:23 2006 From: ocraig at stillsecure.com (Ole Craig) Date: Mon, 31 Jul 2006 11:52:23 -0600 Subject: [rt-users] Shredder installation problem In-Reply-To: <44CC4E48.4020104@comcast.net> References: <44CC4E48.4020104@comcast.net> Message-ID: <1154368344.26357.318.camel@hex.latis.com> On Sun, 2006-07-30 at 02:14 -0400, Mathew Snyder wrote: > Again, I'm testing a new installation of RT v3.6.0 with RTx::Shredder. > However, when I install Shredder I get this > > The requested URL /Admin/Tools/Shredder/ was not found on this server. > > I'm finding that the directories created and used during installation > are being chmod'ed to 700 making them not readable by the rt group/user. > Why is this happening? I'm installing as root and have also installed > using sudo. I get the same results everytime. Shredder is not showing up? > > Please...help me. I need this to be working. Matthew - What's root's umask? What are the permissions on each directory in the hierarchy? (i.e. if you're using the defaults, what are the permissions on /, /opt, and /opt/rt3?) Is the problem not solved by a simple recursive chown on the install directory? -- /Ole Craig Security Engineer 303-381-3802 (main support hotline) 303-381-3824 (my direct line) 303-381-3801 (fax) www.stillsecure.com . . . From todd at chaka.net Mon Jul 31 14:53:16 2006 From: todd at chaka.net (Todd Chapman) Date: Mon, 31 Jul 2006 14:53:16 -0400 Subject: [rt-users] BUG? RT persmissions weirdness Message-ID: <20060731185316.GD27296@chaka.net> RT::Queue::TicketCustomFields checks to see if the user has "SeeQueue" right before allowing the user to see the ticket's custom fields. Why should that be? If the user has the right to see the ticket and has show/edit permission on the CF, why does the user need the ability to SeeQueue? -Todd From checkpoint at ozbergs.com Mon Jul 31 15:21:39 2006 From: checkpoint at ozbergs.com (Steve Berg) Date: Mon, 31 Jul 2006 12:21:39 -0700 Subject: [rt-users] Mail to RT Fails - RT::User::LoadByName Unimplemented Message-ID: <44CE5843.1090602@ozbergs.com> Team, One of my users is getting the following error when replying to tickets using his email client. The error he is getting is below: Can anyone tell me what RT::User::LoadByName Unimplemented means and how I can fix this? Thanks -Stevo From - Mon Jul 31 12:14:14 2006 X-UIDL: AAwrr/EAAAgII/n/ERIhMCUXjH8XXX/e X-Mozilla-Status: 0001 X-Mozilla-Status2: 00000000 Received: from mailgate.xxx.com ([10.35.60.16] RDNS failed) by ormailgate.xxx.com with Microsoft SMTPSVC(5.0.2195.6713); Mon, 31 Jul 2006 12:14:06 -0700 Received: from itsupport.xxx.local ([10.35.60.100]) by mailgate.xxx.com with Microsoft SMTPSVC(6.0.3790.1830); Mon, 31 Jul 2006 12:14:05 -0700 Received: from exim by itsupport.xxx.local with local (Exim 4.62) id 1G7dDj-0008EM-S5 for yyy at xxx.com; Mon, 31 Jul 2006 12:14:31 -0700 X-Failed-Recipients: itsupport at itsupport.xxx.local Auto-Submitted: auto-replied From: Mail Delivery System To: yyy at xxx.com Subject: Mail delivery failed: returning message to sender Message-Id: Date: Mon, 31 Jul 2006 12:14:31 -0700 Return-Path: <> X-OriginalArrivalTime: 31 Jul 2006 19:14:05.0588 (UTC) FILETIME=[7DA8B540:01C6B4D5] This message was created automatically by mail delivery software. A message that you sent could not be delivered to one or more of its recipients. This is a permanent error. The following address(es) failed: pipe to |/usr/local/rt3/bin/rt-mailgate --queue IT_Support --action correspond --url http://itsupport.xxx.local/ generated by itsupport at itsupport.xxx.local local delivery failed The following text was generated during the delivery attempt: ------ pipe to |/usr/local/rt3/bin/rt-mailgate --queue IT_Support --action correspond --url http://itsupport.xxx.local/ generated by itsupport at itsupport.xxx.local ------ RT server error. The RT server which handled your email did not behave as expected. It said: RT::User::LoadByName Unimplemented in RT::Interface::Email. (/usr/local/rt3/local/lib/RT/Interface/Email_Local.pm line 54) Stack: [/usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Record.pm:496] [/usr/local/rt3/local/lib/RT/Interface/Email_Local.pm:54] [/usr/local/rt3/local/lib/RT/Interface/Email/Auth/MailFrom_Local.pm:125] [/usr/local/rt3/lib/RT/Interface/Email.pm:605] [/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:58] From jokermjs19 at comcast.net Mon Jul 31 15:49:02 2006 From: jokermjs19 at comcast.net (Mathew) Date: Mon, 31 Jul 2006 15:49:02 -0400 Subject: [rt-users] Shredder installation problem In-Reply-To: <1154368344.26357.318.camel@hex.latis.com> References: <44CC4E48.4020104@comcast.net> <1154368344.26357.318.camel@hex.latis.com> Message-ID: <44CE5EAE.6040801@comcast.net> I'm actually installing to an rt directory in /usr/local/. I hadn't done a recursive chown but had found that the Callbacks directory under share/html is not getting the proper mode when rt is initially installed. Since Shredder places files in this directory, they were not accessible. Chmod'ing the directory to 755 (installs as 700) allows Shredder to perform properly. Chmod'ing other directories is also needed, such as local/sbin. I haven't checked the umask so I'll do that when I get in to work tomorrow night. Thanks for that advice. Mathew Snyder Ole Craig wrote: > On Sun, 2006-07-30 at 02:14 -0400, Mathew Snyder wrote: >> Again, I'm testing a new installation of RT v3.6.0 with RTx::Shredder. >> However, when I install Shredder I get this >> >> The requested URL /Admin/Tools/Shredder/ was not found on this server. >> >> I'm finding that the directories created and used during installation >> are being chmod'ed to 700 making them not readable by the rt group/user. >> Why is this happening? I'm installing as root and have also installed >> using sudo. I get the same results everytime. Shredder is not showing up? >> >> Please...help me. I need this to be working. > > > Matthew - > What's root's umask? What are the permissions on each directory in the > hierarchy? (i.e. if you're using the defaults, what are the permissions > on /, /opt, and /opt/rt3?) > > Is the problem not solved by a simple recursive chown on the install > directory? From dsmithson at activsupport.com Mon Jul 31 23:17:03 2006 From: dsmithson at activsupport.com (David Smithson) Date: Mon, 31 Jul 2006 20:17:03 -0700 Subject: [rt-users] Searching by CurrentUser with QueryBuilder Message-ID: Hey, why isn't "Owner = '__CurrentUser__'" working for me? I can't figure this one out. It's pretty simple it seems, but __CurrentUser__ isn't getting replaced in the query: Queue = 'General' AND Owner = '__CurrentUser__' What am I missing? David Smithson ________________________________ From todd at chaka.net Mon Jul 31 23:30:16 2006 From: todd at chaka.net (Todd Chapman) Date: Mon, 31 Jul 2006 23:30:16 -0400 Subject: [rt-users] Searching by CurrentUser with QueryBuilder In-Reply-To: References: Message-ID: <20060801033016.GG27296@chaka.net> I think the problem is that the replacement of __CurrentUser__ with the user id is done in /Elements/ShowSearch. That is only used for showing searches on the RT homepage. The link at the top of the search is to the query builder with the value replaced. Loading it from saved searches isn't going to work. It would be better if the replacement was done in the TicketSQL parser. -Todd On Mon, Jul 31, 2006 at 08:17:03PM -0700, David Smithson wrote: > Hey, why isn't "Owner = '__CurrentUser__'" working for me? I can't > figure this one out. It's pretty simple it seems, but __CurrentUser__ > isn't getting replaced in the query: > > Queue = 'General' AND Owner = '__CurrentUser__' > > What am I missing? > > David Smithson > ________________________________ > From dsmithson at activsupport.com Mon Jul 31 23:37:50 2006 From: dsmithson at activsupport.com (David Smithson) Date: Mon, 31 Jul 2006 20:37:50 -0700 Subject: [rt-users] Searching by CurrentUser with QueryBuilder Message-ID: And I was just about to say that I only found the regexp in ShowSearch: $SearchArg->{'Query'} =~ s/__CurrentUser__/$session{'CurrentUser'}->Id/ge; I confirmed that you are right. The saved search *does* work from the ataglance page. I was actually trying to do some customization of the Quicksearch doodad which resulted in lots of trying and nothing doing -- if that makes any sense. Clearly I have to put some thought into the context before I go mucking about. So, in /Elements/Quicksearch under local, I have this:
            <&|/Widgets/TitleBox, title => loc("Quick search"), bodyclass => "", titleright => loc("Edit"), titleright_href => $RT::WebPath.'/Prefs/Quicksearch.html' &> <& /Elements/QueueSummary, cache => 'quick_search_queues', queue_filter => sub { $_->CurrentUserHasRight('ShowTicket') && !exists $unwanted->{$_->Name} }, conditions => [ {cond => "Status = 'new'", name => loc ('new') }, {cond => "Status = 'open'", name => loc ('open') }, {cond => "Status = 'stalled'", name => loc ('stalled') }, {cond => "Status = 'resolved'", name => loc ('resolved') }, {cond => "Owner = '__CurrentUser__'", name => loc ('mine') } ] &>
            <%INIT> my $unwanted = $session{'CurrentUser'}->UserObj->Preferences('QuickSearch', {}); Hah! If only it were that simple. David Smithson ________________________________ CLICK HERE FOR ONLINE SUPPORT -----Original Message----- From: Todd Chapman [mailto:todd at chaka.net] Sent: Monday, July 31, 2006 8:30 PM To: David Smithson Cc: Drew Taylor; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Searching by CurrentUser with QueryBuilder I think the problem is that the replacement of __CurrentUser__ with the user id is done in /Elements/ShowSearch. That is only used for showing searches on the RT homepage. The link at the top of the search is to the query builder with the value replaced. Loading it from saved searches isn't going to work. It would be better if the replacement was done in the TicketSQL parser. -Todd On Mon, Jul 31, 2006 at 08:17:03PM -0700, David Smithson wrote: > Hey, why isn't "Owner = '__CurrentUser__'" working for me? I can't > figure this one out. It's pretty simple it seems, but __CurrentUser__ > isn't getting replaced in the query: > > Queue = 'General' AND Owner = '__CurrentUser__' > > What am I missing? > > David Smithson > ________________________________ > From todd at chaka.net Mon Jul 31 23:51:51 2006 From: todd at chaka.net (Todd Chapman) Date: Mon, 31 Jul 2006 23:51:51 -0400 Subject: [rt-users] Searching by CurrentUser with QueryBuilder In-Reply-To: References: Message-ID: <20060801035151.GH27296@chaka.net> In RT::Tickets::_WatcherLimit, try changing: $o->Load($value); to: $o->Load( $value =~ /__CurrentUser__/ ? $self->CurrentUser->UserObj->Name : $value ); (that's in lib/RT/Tickets_Ovelay.pm) -Todd On Mon, Jul 31, 2006 at 08:37:50PM -0700, David Smithson wrote: > And I was just about to say that I only found the regexp in ShowSearch: > > $SearchArg->{'Query'} =~ > s/__CurrentUser__/$session{'CurrentUser'}->Id/ge; > > I confirmed that you are right. The saved search *does* work from the > ataglance page. > > I was actually trying to do some customization of the Quicksearch doodad > which resulted in lots of trying and nothing doing -- if that makes any > sense. Clearly I have to put some thought into the context before I go > mucking about. So, in /Elements/Quicksearch under local, I have this: > >
            > <&|/Widgets/TitleBox, title => loc("Quick search"), bodyclass => "", > titleright => loc("Edit"), titleright_href => > $RT::WebPath.'/Prefs/Quicksearch.html' &> > <& /Elements/QueueSummary, > cache => 'quick_search_queues', > queue_filter => sub { $_->CurrentUserHasRight('ShowTicket') && > !exists $unwanted->{$_->Name} }, > conditions => [ {cond => "Status = 'new'", name => loc ('new') }, > {cond => "Status = 'open'", name => loc ('open') }, > {cond => "Status = 'stalled'", name => loc > ('stalled') }, > {cond => "Status = 'resolved'", name => loc > ('resolved') }, > {cond => "Owner = '__CurrentUser__'", name => loc > ('mine') } ] &> > >
            > <%INIT> > my $unwanted = > $session{'CurrentUser'}->UserObj->Preferences('QuickSearch', {}); > > > Hah! If only it were that simple. > > David Smithson > ________________________________ > > CLICK HERE FOR ONLINE SUPPORT > > -----Original Message----- > From: Todd Chapman [mailto:todd at chaka.net] > Sent: Monday, July 31, 2006 8:30 PM > To: David Smithson > Cc: Drew Taylor; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Searching by CurrentUser with QueryBuilder > > I think the problem is that the replacement of __CurrentUser__ > with the user id is done in /Elements/ShowSearch. That is > only used for showing searches on the RT homepage. The link > at the top of the search is to the query builder with the > value replaced. Loading it from saved searches isn't going to > work. > > It would be better if the replacement was done in the > TicketSQL parser. > > -Todd > > On Mon, Jul 31, 2006 at 08:17:03PM -0700, David Smithson wrote: > > Hey, why isn't "Owner = '__CurrentUser__'" working for me? I can't > > figure this one out. It's pretty simple it seems, but __CurrentUser__ > > isn't getting replaced in the query: > > > > Queue = 'General' AND Owner = '__CurrentUser__' > > > > What am I missing? > > > > David Smithson > > ________________________________ > > From dsmithson at activsupport.com Mon Jul 31 23:58:05 2006 From: dsmithson at activsupport.com (David Smithson) Date: Mon, 31 Jul 2006 20:58:05 -0700 Subject: [rt-users] Searching by CurrentUser with QueryBuilder Message-ID: Yeah, that did the trick. Thanks Todd. mkdir local/lib/RT cp lib/RT/Tickets_Overlay.pm local/lib/RT/ vim +827 local/lib/RT/Tickets_Overlay.pm David Smithson ________________________________ CLICK HERE FOR ONLINE SUPPORT -----Original Message----- From: Todd Chapman [mailto:todd at chaka.net] Sent: Monday, July 31, 2006 8:52 PM To: David Smithson Cc: Drew Taylor; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Searching by CurrentUser with QueryBuilder In RT::Tickets::_WatcherLimit, try changing: $o->Load($value); to: $o->Load( $value =~ /__CurrentUser__/ ? $self->CurrentUser->UserObj->Name : $value ); (that's in lib/RT/Tickets_Ovelay.pm) -Todd On Mon, Jul 31, 2006 at 08:37:50PM -0700, David Smithson wrote: > And I was just about to say that I only found the regexp in ShowSearch: > > $SearchArg->{'Query'} =~ > s/__CurrentUser__/$session{'CurrentUser'}->Id/ge; > > I confirmed that you are right. The saved search *does* work from the > ataglance page. > > I was actually trying to do some customization of the Quicksearch doodad > which resulted in lots of trying and nothing doing -- if that makes any > sense. Clearly I have to put some thought into the context before I go > mucking about. So, in /Elements/Quicksearch under local, I have this: > >
            > <&|/Widgets/TitleBox, title => loc("Quick search"), bodyclass => "", > titleright => loc("Edit"), titleright_href => > $RT::WebPath.'/Prefs/Quicksearch.html' &> > <& /Elements/QueueSummary, > cache => 'quick_search_queues', > queue_filter => sub { $_->CurrentUserHasRight('ShowTicket') && > !exists $unwanted->{$_->Name} }, > conditions => [ {cond => "Status = 'new'", name => loc ('new') }, > {cond => "Status = 'open'", name => loc ('open') }, > {cond => "Status = 'stalled'", name => loc > ('stalled') }, > {cond => "Status = 'resolved'", name => loc > ('resolved') }, > {cond => "Owner = '__CurrentUser__'", name => loc > ('mine') } ] &> > >
            > <%INIT> > my $unwanted = > $session{'CurrentUser'}->UserObj->Preferences('QuickSearch', {}); > > > Hah! If only it were that simple. > > David Smithson > ________________________________ > > CLICK HERE FOR ONLINE SUPPORT > > -----Original Message----- > From: Todd Chapman [mailto:todd at chaka.net] > Sent: Monday, July 31, 2006 8:30 PM > To: David Smithson > Cc: Drew Taylor; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Searching by CurrentUser with QueryBuilder > > I think the problem is that the replacement of __CurrentUser__ > with the user id is done in /Elements/ShowSearch. That is > only used for showing searches on the RT homepage. The link > at the top of the search is to the query builder with the > value replaced. Loading it from saved searches isn't going to > work. > > It would be better if the replacement was done in the > TicketSQL parser. > > -Todd > > On Mon, Jul 31, 2006 at 08:17:03PM -0700, David Smithson wrote: > > Hey, why isn't "Owner = '__CurrentUser__'" working for me? I can't > > figure this one out. It's pretty simple it seems, but __CurrentUser__ > > isn't getting replaced in the query: > > > > Queue = 'General' AND Owner = '__CurrentUser__' > > > > What am I missing? > > > > David Smithson > > ________________________________ > >