instead of . Wrapped a div#all right inside to avoid a margin problem on IE. Used div.right-column and div.left-column to split columns. Set up the login form and homepage semantics and associated CSS. Moved TitleBox to Widgets/ Changed calls to TitleBoxStart + TitleBoxEnd into a single call to TitleBox which contains the content. Deprecated TitleBoxStart + TitleBoxEnd. Allowed users to override the display options for pre-defined searches. Allowed users to configure the Quicksearch portlet. Added the new MyAdminQueues and MySupportQueues portlets. Allowed users to configure the "RT at a glance" page with pre-defined searches, allowed components, and saved searches. Cleaned up Search/Build.html to reduce duplicated code. Fixed title_right_href in the TitleBox element. Cleaned up the original Quicksearch to use QueueSummary for summary portlets. Fixed a bug where MyRT only got one component in a pane. Added a SelectionBox Widget which works for both JavaScript and CGI. Made the front page customization UI use the SelectionBox widget. Added minimum regression tests for frontpage customization. Removed all referrers and "go back"s. Moved selectAll to form onSubmit. Made SummaryRow a user preference. Added subtabs to MyRT. Ensured that the MyRT components selected are within the given Available ones. Ensured that permissions are checked when saving searches to RT::System. Ensured that permissions are checked with the correct object when saving a search. Moved _parse_saved_search and _load_container_object to RT::Interface::Web. Made highlighted menu options the right size. Renamed "My Requests" to "Unowned Tickets". Allowed AutoSave mode for the SelectionBox widget. Made the error when a saved search fails more readable and prevented a deleterious side-effect. Made the code test if saved search is listed as an available item in the "RT at a glance" preferences. Fixed certain search-related actions, which weren't displaying the page footer due to calls to $m->abort();. Fixed the bug which prevented displaying the page footer when creating a ticket. Refactored bulk update to use more standard components. Fixed the regexp injecting checkbox into bulk edit format. Added support for bulk update of custom fields. Added support for search paging in the bulk update UI. Significantly cleaned up the search UI. Fixed the code which builds FormatString to prevent if from html- escaping loc(). Updated webrt.css to restore the black text color for titleboxright text. Made the overview search for stalled tickets in addition to open and new tickets. Added support for sorting by requestor/watcher. Merged forward a clicky-headers fix from 3.4. Removed "Search by group membership" from search UI, since it hit horrible scaling issues. Allowed the user to select minutes or hours when entering time worked/left/etc. Allowed click-to-sort on Requestor/Cc/AdminCc. Added support for search display preferences. Renamed "Quick Search" to "Simple Search". Added tabs for SearchOptions. Renamed "quick" search to "Googlish" search in the code. Fixed Googleish simple search. Fixed support for uploading attachmends in SelfService mode. Thanks to HC Chien. Applied an XHTML overhaul from gugod. Clarified and renamed some buttons in QueryBuilder. Updated Quicksearch to add Status search and Switch content searches to subject searches. Added code to pay attention to the saved search preference for "Unlimited results per page". Applied more XHTML fixes. Thanks to gugod. Lowercased all HTML tags and attribute names. Double-quoted attribute values. Changed -> , -> ,
->
, and -> . Provided better defaulting for searching for 'no rows per page'. Forced the homepage to preserve its format and rows per page when the user clicks through the Saved Search titlebars. Added a custom field Category Admin UI. Added Owner to the ticket basics page. Reimplemented "Hours/Minutes" selects for time worked/estimated/spent. Fixed the Combobox layout in w3m. Added a to html/Elements/Admin/PickObjects Added supporting JavaScript for the cascaded selectbox. Removed the Category from Combobox, since it didn't make any sense. Added support for multiple combo boxes. Refactored the Combobox into a Widget. Added a ComboBox for Pattern on the custom field Modify page with friendly hints. Added a link into Reminders from Tickets_Overlay.pm. Refactored out common code for Bulk.html. Added Combobox handling to Bulk.html. Relabeled the custom field validation field as "Validation" instead of "Pattern". Fixed TimeEstimated and TimeWorked defaulting on the ticket creation page. Thanks to John Gedeon. Made ticket reports grouped by Status show all statuses, even if some values are 0. Improved highlighting on the ResolvedByOwner report. Added all the little images used by the CSS. Integrated the top actions, menu, logo, footer, and some other stuff into the new CSS layout. Modified the page layout to get rid of the pesky horizontal scrollbar. Fixed a broken callback in Elements/PageLayout. Changed the EditCustomFieldSelect element to treat empty custom field categories as empty, not as "the same as above". Changed the meaning of an empty catagory to "show all", not "show uncategorised". Fixed Safari borkenness with the ComboBox element. Safari segfaults with .styles.display='none'; switched it to the less pretty but still workable .styles.visibility='invisible';. Changed the Reminders element to only update the reminders if we were actually submitting on them. Also changed it to not open reminders if we didn't have a checkbox for them. Moving the search query into the search body in Search/Chart. Allowed filtering of custom fields Removed the newlines from the tags. Made search-by-any-custom-field work. Cleaned up custom field-list filtering. Added a callback to html/Tools/Elements/Tabs. Attempted to prevent the footer from showing up on redirects on some servers. Moved "Owner" to right after "Queue" in the list of Basics to edit. Move the JavaScript into a separate file. Added calendar popups for date fields. Added editing of Reminders. Gave RT::Date ->Date and ->Time methods. Added proper separators in the menus. Fixed the conditional display of the actions menu. Changed the hideshow() function to return false so the click isn't passed through after capture and the page doesn't jump to the top. Fixed hideshow() to make it more generalized as well as more cross- browser. Moved all the JavaScript to html/NoAuth/js. Improved TitleBox rollup/rolldown. Added class="hidden" to all hidden inputs. Added class="radio" to all radio inputs. Added class="checkbox" to all checkbox inputs. Added class="button" to all submit and reset inputs. Made some style changes and class-ified a few missed inputs. Moved the 'Show details'/'Show basics' links to the actions/subactions menu. They now work via Javascript and CSS, much like hideshow. For users who don't have JavaScript enabled, both basics and details will be displayed, since a JavaScript onload event is what hides the details at first. Ironed out a bunch of cosmetic IE bugs. Made titleboxes stateful using JavaScript and cookies. The generated titlebox IDs should be unique. Bullet-proofed titlebox ID generation. Cleaned up how the content-type is set for CSS and JavaScript. Fixed the styling on /Elements/Login. Fixed TitleBoxes to do the right side titles as well. Allowed TitleBoxes to not be hideable (and made this true for the Login titleboxes). Removed an unused spacer image Pulled the Best Practical logo out into a separate element, since it's being used in two places now. Documented some of the various CSS tricks used. Removed $RT::Logger->crit(...) debugging calls from the ticket creation and display pages. Fixed the menu arrows to work in IE. Fixed a mangled TitleBox call in Elements/ShowRequestor which was preventing hide and show from working. Styled up the Brief/Full headers links. Gave default focus to the username field on the login form. Made the history display nicer looking -- lots of cosmetic changes. Updated the SimpleSearch form and index.html to use the true simple search (Search/Simple.html). Gave semantic meaning to the message stanza coloring. (It indicates depth.) Added an onload hook mechanism in the JavaScript. Thanks to Robert Spier. Fixed the positioning of the hide/show widget in IE6. Styled approvals and made the approval display much more semantic. RT-Ticket: 6846 Applied a patch to fix the calendar display. Thanks to Kevin Falcone. RT-Ticket: 6821 Pulled most of the styles out of the JavaScript and into the forms CSS. Added a preliminary print stylesheet. Made the state of rollup links more accessible to users without CSS. Fixed the statefulness of the titlebox hide/show widget. Changed CalPopup.html to be a better size and removed its footer. Added a 3.4-compatability stylesheet, which closely mimics the visual style of RT 3.4. Rolled the functionality from RT::Extension::RedirectUnprivilegedUsers into core RT. RT now sends unprivileged users who request Ticket/Display.html addresses to the equivalent SelfService/Display.html address instead. Added per-component CSS IDs to the Header element for very specific styling. Taged the last
in the system menu with a class for planned future use in re-structuring the menu CSS. Attached class="rolled-up" to a more semantic element. Fixed styles to make transaction subjects no longer look threaded. Styled titleboxes with a border and background to separate them a little better from each other. (rt-devel users noted that there seemed too much whitespace and not enough distinction.) Applied a patch to fix the ordering of attachments. Thanks to Ruslan Zakirov. Added a ModifyQuery callback to Search/Simple.html to allow modification of the query before the Googleish search module gets it. Cleaned up the SelectQueue element and added caching for performance. Changed the SelectNewTicketQueue element to use SelectQueue. Fixed off-by-one numbering on the message stanza coloring. Only show the 'Edit' action on the index.html page if the user can ModifySelf. Applied a patch for cleaner XHTML from Steve Peters. Added BeforeSessionDelete and AfterSessionDelete callback hooks to html/NoAuth/Logout.html. Fixed the ShowMessageStanza element to output newlines as
. Fixed the Menu element to not display empty menus. Fixed the parsing of message headers in the ShowMessageHeaders element and cleaned the component up a little. Added BeforeForm and AfterForm callbacks to the Login element. Fixed custom field formatting in IE. Added Ticket/Elements/ShowTime, which cleverly figures out whether displaying time in hours or minutes is more appropriate, and updated ShowBasics to use it. Display "Save" when editing a search even if search isn't dirty, since can be a rename. Allowed sorting searches by a custom field. Allowed sorting searches by multiple custom fields in the UI. Added support for the PAW search format. ("In a PAW sort, a sort is first done based on ownership of the ticket (where all tickets owned by the user are assigned a 1, all unowned tickets are assigned a 2, and all remaining tickets are assigned a 3; these values are used for the first sort), and then a sort is performed based on priority.") Removed the old right-style menu CSS and made the left-style the default so it's easier to fiddle with. Reorganized the whole page header to squash some bugs and make it function better. Moved the logo div out of the quickbar and on its own. Fixed stacked menu spacing in IE. Added a default callback to html/User/Elements/Tabs. Fixed up the 3.4-compat styles to account for HTML and CSS changes. RT-Ticket: 7082 Applied a patch to show queue descriptions in quicksearch preferences. Thanks to Joby Walker. RT-Ticket: 7056 Applied a patch to improve the browser compatibility of the calendar popup. Thanks to Peter Popovics. RT-Ticket: 7053 Cleaned up the titlebox styling in IE. Thanks to Peter Popovics. RT-Ticket: 6762 Changed SelfService/Elements/Tabs to go directly to the 'Create' page if the user only has access to one queue, instead of showing the list of queues. Thanks to Kenneth Marshall. Cleaned up the logic in ShowHistory. Added better menu styling, which should eliminate menu wrapping. Fixed the handling of time units in autohandler -- '1/8' didn't work. Changed autohandler to only filter arguments once. Cleaned up the autohandler codepaths. Made the Name sufix -TimeUnits optional in Elements/SelectTimeUnits. Removed the -TimeUnits suffix in the files which call SelectTimeUnits. Added FormLeftColumn, FormRightColumn, and UpdateLogic callbacks to html/User/Prefs.html to make extending Prefs cleaner. Added MassageCustomFields callbacks to Ticket/Elements/EditCustomFields and Elements/ShowCustomFields to make it easier to hide away a custom field on ticket display/edit. Added a print stylesheet. Thanks to Koos van den Hout. Disambiguated the two copies of Owner in ModifyAll.html. Also, deal with the case where the user doesn't change either value. Patched html/Ticket/Elements/Reminders to correct the following behaviors -- (1) When maintaining reminders from /Ticket/Display.html, all reminder subjects for that ticket were being reset to blank when "Save" was pressed, and (2) When maintaining reminders from /Ticket/Reminders.html, only one field per reminder would actually be updated when "Save" was pressed. Thanks to Mark Roedel. RT-Ticket: 7150, 7151, 7152, 7153, 7155, 7156, 7157, 7158, 7159, 7160, 7161, 7162, 7164, 7165, 7166 Fixed Mason warnings in: Elements/CollectionAsTable/Header, Elements/Menu, Elements/MessageBox, Elements/SelectDate, Elements/SelectWatcherType, Elements/TicketList, Search/Bulk.html, Search/Elements/BuildFormatString, Search/Elements/EditSearches, Ticket/Elements/AddWatchers, Ticket/Elements/ShowTransactionAttachments, Ticket/ModifyAll.html, Ticket/Reminders.html, Tools/Offline.html, and Widgets/TitleBox. Thanks to Jim Meyer. Added addClass and delClass JavaScript functions. Removed style.display=[none,block] calls. Added the setCheckbox(form, name, state) function that sets all checkbox inputs under the form element with the defined name to the state. Updated the Submit element to make use of the new changes. Fixed the indentation of Elements/EditCustomFieldSelect. Thanks to Jim Meyer. Applied the bits of Jim Meyer's 'fixes' patch to Elements/EditCustomFieldSelect which still seemed relevant. RT-Ticket: 7154 Silenced warnings in Search/Results.html. Thanks to Jim Meyer. Cleaned up html/Elements/ListActions based on a patch from Ruslan Zakirov. Explicitly set the background to white. Added a FormStart callback to Ticket/Create.html, Modify.html, ModifyAll.html, ModifyDates.html, ModifyLinks.html, ModifyPeople.html, and Update.html. Added a default callback to ModifyAll.html, ModifyDates.html, and ModifyPeople.html for great justice. Updated Reminder editing to reflect API changes. Wrapped the mason directive for setting the content-type in ahah.js in a Javascript comment. Tried to make rt.js do the right thing with headers. Made the ShowCustomFields element open links to other systems in new windows. Fixed the whitespace in Results.tsv, and changed the header to list custom fields as CF-... Changed the offline upload parser to try to treat date as ISO first, falling back to unknown. Kept the offline upload form from tacking on an extra newline on each submit. Minimized yo-yo-ing of status when uploading if possible. Allowed false values as possible values in uploads, as long as they're defined. Allowed Cc, AdminCc, and Requestor to be either email addresses or users in uploads. Changed RT::Action::CreateTicket to accept either the singular or the plural form of Requestor, Cc, and AdminCc. Added a Titlebox component for compatibility with 3.4. Added Titlebox wrappers for 3.4 compatibility RT-Ticket: 7424 Applied a patch to remove duplicate class="..." in the CSS. Thanks to Todd Chapman. RT-Ticket: 7415 Removed a bunch of invalid slash (/) characters from titlebox IDs in the CSS. Allowed multiple-OrderBy searches. Fixed multiple OrderBy's on edit. Applied a HTML arrow cleanup. Thanks to Joshua Colson. Changed Elements/SelectQueue to cache in the session instead of the mason cache. Changed the last 'elsif' into an 'else' in Ticket/Elements/ShowTime, which ensures that the time is still displayed, even if we can't do clever things with it. Patched the Ticket page not to link you to the Admin/Users/Modify.html page if you don't have the AdminUsers privilege, since otherwise you'd just get a blank page. Thanks to David Schweikert. Addded spaces around the Left, Right, Up, and Down arrows on the EditFormat and EditQuery elements and the SelectionBox widget because of a bug in WWW::Mechanize (see http://rt.cpan.org/Ticket/Display.html?id=18921). Changed html/Search/Chart to display GIFs If the system GD library can't display PNGs. RT-Ticket: 7511 Applied a patch to add EditComponentName and ShowComponentName callbacks to the EditCustomField and ShowCustomField elements, respectively. Thanks to Todd Chapman. Fixed some horizontal scrolling problems. (The query builder will still cause horizontal scroll if the window isn't wide enough, as a result of its layout.) Made the quick ticket creation widget set the requestor to the current user. Fixed the SelectNewTicketQueue element to default properly. Included the Cc and AdminCc fields in the CSV download. Changed the ticket history to attempt to downsample HTML-only e-mail messages into plain text. Search - - ------ Made saving a search to RT::System work. Significantly cleaned up the search UI. Removed "Search by group membership" from search UI, since it hit horrible scaling issues. Renamed "quick" search to "Googlish" search in the code. Fixed Googleish simple search. Clarified and renamed some buttons in QueryBuilder. Added FullText search back to simple search. Fixed a Simple Search bug which occurred when searching by multiple values of one criterion. Fixed an error message level in SavedSearch to be less noisy. Moving the search query into the search body in Search/Chart. Made search-by-any-custom-field work. Updated the SimpleSearch form and index.html to use the true simple search (Search/Simple.html). Fixed clause-addition in Query Builder to account for custom fields, which don't match /\w+/. Added a ModifyQuery callback to Search/Simple.html to allow modification of the query before the Googleish search module gets it. Display "Save" when editing a search even if search isn't dirty, since can be a rename. Change the Quicksearch element to escape quotes and slashes in TicketSQL and then URI escape. Also turned off the automatic HTML escaping that Mason does so the query isn't TicketSQL-HTML-URI escaped. Allowed sorting searches by a custom field. Allowed sorting searches by multiple custom fields in the UI. Added support for the PAW search format. ("In a PAW sort, a sort is first done based on ownership of the ticket (where all tickets owned by the user are assigned a 1, all unowned tickets are assigned a 2, and all remaining tickets are assigned a 3; these values are used for the first sort), and then a sort is performed based on priority.") Fixed searching by owner's fields. Now owner is now WATCHERFIELD instead of an ENUM. Added a backward compatible variant for Owner, so 'next' searches should work. (When Owner was an ENUM, we could automagically search for "Owner = 'xxx'" and find the Owner by both id and Name. We've preserved this behavior, but it takes more code now. For other operators (not '=' or '!='), or when subfield(subkey) is specified, search on Owner works as for other watchers.) Fixed searches like "Cc.Name <> 'SomeBody'", which were skipping tickets with an empty Cc list. Fixed some of some 'uninitialized' warnings on searches. Added a test suite for all corner cases of the new watcher-searching code (22search_tix_by_watcher.t). Removed debugging lines from 20-sort-by-requestor.t. Fixed the sort-by-requestor tests to only compare non-nulls, since the tests would otherwise fail on some database backends because they sort nulls differently than Perl does. Fixed Search/Build.html to use the Rows value it gets, instead of hard-forcing it to 50 all the time. Fixed searching on global custom fields Sending and Receiving Email - - --------------------------- Changed RT::Action::SendEmail to only hang onto the first four and the last six References headers when replying. Added some utility functions in 04send_email.t: first_txn, count_xns, first_attach and count_attachs. Used simple file_content function in 04send_email.t instead of `cat`. Got rid of the 'uninitialized' warnings in RT::Action::SendEmail. Allowed mail plugins to complete actions in RT::Interface::Email. Custom Fields - - ------------- Added support for bulk update of custom fields. Fixed custom fields to pay attention to defaults, when said defaults are specified. `CF.Pattern` now works at the API level. It rejects invalid regexes as patterns and validates new CF values against the current pattern. Added a simple UI to set custom field patterns. Added Combobox and Cascaded custom field types. Allowed custom field values to now be integers. Fixed some bulk custom field deletion issues. Refactored the Cascaded custom field type. It now applies to all Select-ish custom fields by introducing a "Category" member field for a CFV. Stubbed out $cfv->Category and $cfv->SetCategory, as well as a $cfv- >Create that accepts Category as a key. Implemented $cfv->Category and $cfv->SetCategory, via attributes. Introduced a cascaded select field. Allowed the creation of a custom field with a pattern. Provided feedback when the user tries to create an invalid custom field. Added a custom field Category Admin UI. Improved the diagnostics on custom field sanity tests. Added validation for combo fields. Forced combo fields to never wrap. Added a ComboBox for Pattern on the custom field Modify page with friendly hints. Fixed a system error on bulk update caused by Combobox custom fields. Relabeled the custom field validation field as "Validation" instead of "Pattern". Changed the EditCustomFieldSelect element to treat empty custom field categories as empty, not as "the same as above". Changed the meaning of an empty catagory to "show all", not "show uncategorised". Cleaned up custom field-list filtering. Fixed the misvalidation of single-input fields. Changed the validation code for single-value fields to check that the empty string is a valid value when the existing value is deleted. Added regression tests for this. Added a warning if there are invalid custom fields at ticket-creation time. Fixed clause-addition in Query Builder to account for custom fields, which don't match /\w+/. Required that the object not only be defined but also valid before pulling values from it in Elements/EditCustomField. Added support for named custom fields in templates. Made CreateTickets handle custom fields. Provided more flexible support for custom fields whose names contain dashes and spaces in CreateTickets templates. Made limiting based on custom fields make sure that the custom fields in question are on the right queue. Otherwise negative searches might be wrong. Added MassageCustomFields callbacks to Ticket/Elements/EditCustomFields and Elements/ShowCustomFields to make it easier to hide away a custom field on ticket display/edit. Changed ObjectCustomFields to squish out duplicate SortOrders if they exist; this should be impossible, so the O(n) updates are mostly justified. Fixed searching on global custom fields Added the ability to make custom fields link to and include content from other systems. Made the ShowCustomFields element open links to other systems in new windows. Fixed a bug that stopped search on global custom fields. RT-Ticket: 7511 Applied a patch to add EditComponentName and ShowComponentName callbacks to the EditCustomField and ShowCustomField elements, respectively. Thanks to Todd Chapman. Added failing tests for several custom field searches. Fixed the custom field searches which were causing the tests to fail. The CustomFields alias could be undef, we not always join to this table, and we should cache both aliases we use (ObjectCustomFieldValues and CustomFields). Add a test for the CF.{cfname} search format. Backported CustomFields fixes from 3.7. Added back the CustomField metafield to fix empty results when sorting by CF. Changed RemoveFromObject in CustomField_Overlay.pm to return the value of the ->Delete call, since it can fail. Internationalization - - -------------------- RT-Ticket: 6418, 6123, 6364, 6429, 6322, 6583, 6585, 6517, 6654, 6627, 6897, 6976, 7106, 7090 Updated translations: Hungarian (Vajko Peter), Dutch (Niels Bakker), Czech (Jan Okrouhly), Italian (Angelo Turreta), German (Torsten Brumm, David Schmit), French (Michel Robitaille, Jerome Fenal), Polish (Piotr Sliwa), Spanish (typo fixes, Leonardo Richero; updated translation, Carlos Velasco), Danish (Jonas Nielsen), Russian (Andrew Kornilov), Indonesian (James Briggs), Japanese (Daisuke Maki) Localised the format in predefined searches with __loc{text}__. Applied a patch from Jerome Fenal to make extract-message-catalog play nice with svn checkouts. RT-Ticket: 7001 Localized "Reports". Thanks to Jerome Fenal for the catch. Configuration - - ------------- Removed the need for $MyTicketsLength and $MyRequestsLength in RT::Config. Made AllowedComponent (the components users are allowed to add to their MyRT page) configurable in RT_Config. Set the default value for $RedistributeAutoGeneratedMessages to "privileged". Cleaned up SiteConfig.pm. Added the $WebDefaultStylesheet configuration option, which sets the default stylesheet to use. (Current options are 3.5-default and 3.4- compat.) Added the $RT::WikiImplicitLinks option, which controls whether WikiText fields should automatically make ALLCAPS or InterCaps words into links to searches for those words. (Defaults to false.) Added the configuration option $LogStackTraces, which generates stack traces to a file or the screen. RT-Ticket: 7121 Applied a patch to make the Web-based ACL tests honor RT::WebPath. Thanks to Todd Chapman. RT-Ticket: 7122 Applied a patch to honor a changed $rtname variable when running the test suite. Thanks to Todd Chapman. Switched the semantics of the $LinkTransactionsRun1Scrip and the default value. If you haven't set this value, you won't be affected. Thanks to Todd Chapman. Added the $StrictLinkACL configuration option. When it is enabled (as it is by default), the user must have the ModifyTicket right on both tickets to link them together. If it is disabled, the user can link the tickets with ModifyTicket on either or both tickets. Regression Testing - - ------------------ Fixed 'make regression' so as to allow it to be run as a non-root user. Added minimum regression tests for frontpage customization. Cleaned up and expanded the ACL test suite to be more robust. Improved the diagnostics on custom field sanity tests. Added plans to a bunch of tests. Added additional tests for bugs related to having no requestor when sorting by requestor. Made the test text reflect the number of tickets the test is looking for. Cleaned the tests to print diagnostic messages only if $ENV{TEST_VERBOSE} is true ('prove -v' sets this). Changed diagnostic messages to print the URL we are testing. Added some utility functions in 04send_email.t: first_txn, count_xns, first_attach and count_attachs. Used simple file_content function in 04send_email.t instead of `cat`. Added a test suite for all corner cases of the new watcher-searching code (22search_tix_by_watcher.t). Removed debugging lines from 20-sort-by-requestor.t. Fixed the sort-by-requestor tests to only compare non-nulls, since the tests would otherwise fail on some database backends because they sort nulls differently than Perl does. RT-Ticket: 7121 Applied a patch to make the Web-based ACL tests honor RT::WebPath. Thanks to Todd Chapman. RT-Ticket: 7122 Applied a patch to honor a changed $rtname variable when running the test suite. Thanks to Todd Chapman. Added a tailing test -- paging, ORDER BY, JOIN, and DISTINCT collude to produce incorrect results, unless the DISTINCT is done very carefully. Made tests reentrant in lib/RT/Tickets_Overlay_SQL.pm. Added a plan to the scrip-ordering tests Added the beginnings of CLI tests. Added most of the 'frob this database field on the ticket' tests I think the CLI is going to want. Added tests for listing and showing tickets from the command line. Added tests for modification of users, groups, and queues from the CLI. Added tests for a basic (not-yet-implemented) CLI mechanism to create and modify custom fields Applied a patch to make the RT 3.5 test-suite obey the configuration directives for server and port, so you don't have to be testing on localhost and port 80. Thanks to Todd Chapman. Gave the RT CLI tests a plan. Tweaked the new CLI tests to handle servers and ports which are not localhost and 80, respectively, a la Todd Chapman's patch. RT-Ticket: 7425 Applied test fixes. Thanks to Todd Chapman. Updated the CLI test suite to check that commenting and replying actually work now. Added tests for merging tickets via the CLI. Spec'd out tests for 'take'ing and 'steal'ing tickets via the CLI. Added failing tests for several custom field searches. Add a test for the CF.{cfname} search format. Fixed the test count for the CLI tests. Ordered attributes in 13-attribute-tests.t by Id, as some tests depend on that. Added tests for the new $StrictLinkACL configuration option, the re- creation of the transaction on the creation of a duplicate link, and all associated changes. Scrips - - ------ Fixed a misleading error in lib/RT/Scrip_Overlay.pm, which referred to IsApplicable instead of Commit. Performed a minor refactoring in RT::Action::CreateTickets. Provided more flexible support for custom fields whose names contain dashes and spaces in CreateTickets templates. Changed RT::Action::CreateTickets to parse embedded newlines. Also changed it to anchor column alias matches at beginning and end, so they don't pick up things like 'CustomField-Summary Status' as =~ /Summary/. Added support for multiple Requestors, Ccs, AdminCcs, or links on one line in RT::Action::CreateTickets. Documented and standardized the UpdateType field in RT::Action::CreateTickets. Fix another possible infinite loop bug in RT::Action::CreateTickets. Added the ForceOwner field in RT::Action::CreateTickets to force ownership. RT-Ticket: 7295 Changed the ordering on scrips to sort them by their description, so you can force them to run in a particular order by prepending numbers to their descriptions. Updated the perldoc, the UPGRADING document, and the EditScrips UI element to reflect this and wrote tests for it. Added a plan to the scrip-ordering tests In RT::Action::CreateTickets: (1) collapsed ForceOwner and Owner in RT::Action::CreateTickets, (2) fixed updating of (Admin)Ccs, (3) set UpdateType to default to 'correspond', (4) defaulted the content-type to 'text/plain', (5) added code to update custom fields during processing, added better error handling when the ticket id doesn't exist when trying to update it, and (6) removed the requirement that 'id' be the first column. (In fact, specifying an id is no longer required at all. Blank or non-existant 'id' columns will cause the code to assume that the ticket is new, and come up with an automatic template id for the row.) Changed RT::Action::CreateTicket to accept either the singular or the plural form of Requestor, Cc, and AdminCc. Modified Ticket/Elements/PreviewScrips to check and report to the logs if a scrip couldn't fire. Documentation - - ------------- Documented some of the various CSS tricks used. Added Calendar::Simple to the dependency list. Thanks to Kevin Falcone. Added a note about the AHAH support. Development Tools - - ----------------- Added var, local, and share to svn:ignore. Applied a patch from Jerome Fenal to make extract-message-catalog play nice with svn checkouts. Added SQL statement logging. RT-Ticket: 7063 Added the ability to shell out to an outside program to install dependencies (eg. Gentoo's 'g-cpan' utility). A variant of a patch from Ruslan Zakirov. Changed the 'rt-test-dependencies' script: (1) to install modules after all checks, (2) to test that CPAN.pm is configured and exit otherwise, (3) to 'use eval' with CPAN.pm, and (4) to output some suggestions if CPAN shell fails terribly. RSS Feeds - - --------- Added a tag in the Header element to enable RSS AutoDiscovery. Changed the RSS file to use a more accurate Content-Type. REST Interface - - -------------- Made commenting and corresponding via the REST interface work. Cleaned up the REST comment form and the dhandler a bit. Fixed the error-out in the REST interface after commenting via the CLI tool. Standardized the REST Forms to use <%INIT> instead of <%perl>. Made merging tickets via the REST interface and the CLI tool work. Stopped using the deprecated RT::Queue::CustomFields method in the REST interface. Made the REST interface accept 'take|steal|untake' as Action arguments. Fixed the REST interface not to check the rights, since SetOwner will do that for us. Returned a more descriptive message when one user tries to steal a ticket from another user. Changed the REST interface to vsplit the Requestor, Cc and AdminCc fields when creating a ticket, allowing multiple watchers to be specified. rt Command-Line Tool - - -------------------- Added CLI support for custom fields from lwang at Cluster FS. Laid out a skeleton for the CLI tests Added a 'quit' command (also 'exit') to exit from the shell. This makes testing via Test::Expect a *lot* easier. Added basic documentation for the shell Added the beginnings of CLI tests. Added most of the 'frob this database field on the ticket' tests I think the CLI is going to want. Added basic Term::ReadLine support to the CLI. Added tests for listing and showing tickets from the command line. Added tests for modification of users, groups, and queues from the CLI. Added tests for a basic (not-yet-implemented) CLI mechanism to create and modify custom fields Gave the RT CLI tests a plan. Tweaked the new CLI tests to handle servers and ports which are not localhost and 80, respectively, a la Todd Chapman's patch. Fixed the RT command-line tool to not spew the entire help text for the command you just typed if you screw something up, so you don't have to scroll up a couple pages to see the actual error message. Changed most of the todo_skip CLI tests to TODO tests, so we can see when they start passing. Made the CLI tool grab a form from the server to get default values when creating new objects. Made the command-line tool not spew the entire help text if you give it an unrecognized command. Made the command-line tool ignore a leading 'rt' in a command in shell mode (eg. 'rt create' should do the same thing as just 'create'); added a test for this. Discovered that, when attempting to comment via the command-line tool, the RT instance thought it was being asked to find a ticket with an id of 'comment'. Flipped the order of the terms in the URL we're requesting so that they fit the canonical order. Fixed the default server location of the command-line tool to point to RT's default location. Made the command-line tool default to shell mode if no arguments are passed to it. Copied the old commenting code over to the place where the new codepath is looking for it. Updated the CLI test suite to check that commenting and replying actually work now. Applied a patch to make the CLI tool only invoke Term::ReadLine when we're actually going to be using it. Thanks to David Schweikert. Made merging tickets via the REST interface and the CLI tool work. Added tests for merging tickets via the CLI. Spec'd out tests for 'take'ing and 'steal'ing tickets via the CLI. Fixed the test count for the CLI tests. Added custom summary "ticket lists" using the command-line tool's lists (combining the -f and -s options). Added take/untake/steal commands to the CLI. - -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.3 (Darwin) iD8DBQFEkUbhEi9d9xCOQEYRApieAKDEHu55PYb/BLB6yEEIAG9Gj47UzACdHouF LCid+m0eqjjAqG4Zruy2LRg= =Jyq0 - -----END PGP SIGNATURE----- -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.3 (Darwin) iD8DBQFEkUk4Ei9d9xCOQEYRAnClAJ0ZFUhMx5/yKanW1f0fFMUaHikN+wCfdwlA QE/lqUZt5+ET3bnu2aL6sdA= =J7l6 -----END PGP SIGNATURE----- _______________________________________________ RT-Announce mailing list RT-Announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From blacktri99 at yahoo.com Thu Jun 15 10:02:29 2006 From: blacktri99 at yahoo.com (Jim Robinson) Date: Thu, 15 Jun 2006 07:02:29 -0700 (PDT) Subject: [rt-users] Assigning Tickets to users Message-ID: <20060615140229.67421.qmail@web35309.mail.mud.yahoo.com> Hello, I am new to RT and we are looking at implimenting it in our company, We are a windows based shop therefore I am trying the Win/RT version, I have one issue that is causing a problem and cannot figure out a resolution to it. When a new ticket arrives, I cannot assign the ticket to another user! I have verified that both the queue and the group have own, Take, steal ticket but when I bring up the ticket people field I only get Nobody! I would really like to get this resolved so I can go forward in the testing phase and implimentation phase. Thanks for your help. Jim/Blacktri99 -------------- next part -------------- An HTML attachment was scrubbed... URL: From dlamers at elcan.com Thu Jun 15 10:24:56 2006 From: dlamers at elcan.com (Lamers, Dan) Date: Thu, 15 Jun 2006 10:24:56 -0400 Subject: [rt-users] Assigning Tickets to users Message-ID: <0FB8C170485E29419C3ADAC3A13886CA033F546E@EMEXCH004002> I just went through this same issue yesterday. I resolved it by giving OwnTicket permissions to each user that I wanted in the list. This worked perfectly. Dan -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Jim Robinson Sent: June 15, 2006 10:02 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Assigning Tickets to users Hello, I am new to RT and we are looking at implimenting it in our company, We are a windows based shop therefore I am trying the Win/RT version, I have one issue that is causing a problem and cannot figure out a resolution to it. When a new ticket arrives, I cannot assign the ticket to another user! I have verified that both the queue and the group have own, Take, steal ticket but when I bring up the ticket people field I only get Nobody! I would really like to get this resolved so I can go forward in the testing phase and implimentation phase. Thanks for your help. Jim/Blacktri99 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 -------------- An HTML attachment was scrubbed... URL: From tomw at bnl.gov Thu Jun 15 10:20:00 2006 From: tomw at bnl.gov (Tomasz Wlodek) Date: Thu, 15 Jun 2006 10:20:00 -0400 (EDT) Subject: [rt-users] Assigning Tickets to users In-Reply-To: <20060615140229.67421.qmail@web35309.mail.mud.yahoo.com> References: <20060615140229.67421.qmail@web35309.mail.mud.yahoo.com> Message-ID: Maybe the problem is that you do not own the ticket. If I understand RT correctly you can only assign tickets which you own. So if the ticket is owned by nobody, then you first have to take it and then you can assign it. I am not usre if this helps. Tomasz Wlodek | tel 631-344-7448 Brookhaven Laboratory, Building 510M | fax 631-344-7616 Upton NY 11973-5000 | On Thu, 15 Jun 2006, Jim Robinson wrote: > Hello, > I am new to RT and we are looking at implimenting it in our company, We are a windows based shop therefore I am trying the Win/RT version, > I have one issue that is causing a problem and cannot figure out a resolution to it. > > When a new ticket arrives, I cannot assign the ticket to another user! I have verified that both the queue and the group have own, Take, steal ticket but when I bring up the ticket people field I only get Nobody! > > I would really like to get this resolved so I can go forward in the testing phase and implimentation phase. > > Thanks for your help. > > Jim/Blacktri99 > From matthew.hunt at yhfsc.org.uk Thu Jun 15 10:28:21 2006 From: matthew.hunt at yhfsc.org.uk (Matthew Hunt) Date: Thu, 15 Jun 2006 15:28:21 +0100 Subject: [rt-users] 10 newest Unowned tickets Message-ID: <1150381701.5175.7.camel@fsc02> Hello all, Just a kwik one, I have several queues and several groups, but I only want these individual groups to only view the "10 newest unowned tickets..." of there group. At the mo they can see all tickets that have not been taken which i do not want. To make it even more simpler, for me and any coding, is that they cannot see this area at all, but only look into there own queues from the right hand Quick search bar. If any one has any info or coding on this I would be most grateful. Many thanks -- Matthew Hunt BSc(Hons) 1st Line Technical Support YHFSC Foundation Service Centre t: 01724 - 275013 From kopinesh.patil at gmail.com Thu Jun 15 11:08:12 2006 From: kopinesh.patil at gmail.com (Kopinesh Patil) Date: Thu, 15 Jun 2006 20:38:12 +0530 Subject: [rt-users] Does RT link the original request with other emails received related to the original? Message-ID: <75df91b20606150808q6278a76fka6af10bb7f975505@mail.gmail.com> Hi, Sequence of events is as follows: 1. Requestor raises a request by emailing to RT 2. Owner sends an email from RT to requestor asking for clarifications 3. Requestor responds with an email to RT Is this second email treated as a new request or does RT identify it as being linked to the original request (maybe based on the subject)? Regards, Kopi Patil PS: Please forgive me if this is a dumb question. We are evaluating RT for an internal administrative services request tracking and the ability to link the subsequent emails with the original request is CRITICAL. From hwagener at hamburg.fcb.com Thu Jun 15 11:23:02 2006 From: hwagener at hamburg.fcb.com (Wagener, Harald) Date: Thu, 15 Jun 2006 17:23:02 +0200 Subject: [rt-users] Does RT link the original request with other emails received related to the original? In-Reply-To: <75df91b20606150808q6278a76fka6af10bb7f975505@mail.gmail.com> Message-ID: Am 15.06.2006 17:08 Uhr schrieb "Kopinesh Patil" unter : > Hi, > > Sequence of events is as follows: > 1. Requestor raises a request by emailing to RT > 2. Owner sends an email from RT to requestor asking for clarifications > 3. Requestor responds with an email to RT > > Is this second email treated as a new request or does RT identify it > as being linked to the original request (maybe based on the subject)? Yes. > > Regards, > > Kopi Patil > > PS: Please forgive me if this is a dumb question. We are evaluating RT > for an internal administrative services request tracking and the > ability to link the subsequent emails with the original request is > CRITICAL. I recommend you buy the RT Essentials Book. It does cover all the basic questions for management in the first chapter, which could easily be duped "Selling RT to the masses".... A link to the book is in the sig added to all mailing list mails. 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 jcolson at voidgate.org Thu Jun 15 11:34:38 2006 From: jcolson at voidgate.org (Joshua Colson) Date: Thu, 15 Jun 2006 08:34:38 -0700 Subject: [rt-users] RT CLI comment problem In-Reply-To: <20060615073739.K21970@spaceball1.doogles.com> References: <448D959B.1070904@metrocast.net> <448DB227.4080907@metrocast.net> <20060612193615.GX8022@bestpractical.com> <448FE381.5070504@servervault.com> <589c94400606140351w476bc6c0re3cfe0f5b578f8ef@mail.gmail.com> <44910A78.3090100@servervault.com> <20060615073739.K21970@spaceball1.doogles.com> Message-ID: <1150385678.6925.2.camel@s60r.ination.com> On Thu, 2006-06-15 at 07:38 -0400, Jason A. Diegmueller wrote: > Mathew-- > > For the time being, modify lib/RT.pm. Change the following line: > $VERSION = '3.6.0rc3'; > to > $VERSION = '3.6.0'; > > Bosses can't fault you for running pre-release software now! > > -jd Just in time for Jesse to steal your thunder. :) From todd at chaka.net Thu Jun 15 12:28:23 2006 From: todd at chaka.net (Todd Chapman) Date: Thu, 15 Jun 2006 12:28:23 -0400 Subject: [rt-users] Proper way to set up a read-only user In-Reply-To: References: Message-ID: <20060615162823.GO26200@chaka.net> On Wed, Jun 14, 2006 at 03:20:42PM -0600, Nick Metrowsky wrote: > Hi Todd, > > Thank you for writing. Apparently the Privileged global system group has > Super User and Delegate Rights, plus every other right set up. I tried > removing all the rights, so just Show Ticket and See Queue were > available. I was then going to grant more rights on a group by group > and/or user by user basis for those users who really need them. > Unfortunately, I cannot revoke Super User and Delegate Rights from the > Privileged global system group. So, when I create a user, with just See That is really broken. If you can't do that then all bets are off. > type rights, they can do anything they want (I did not place them in any > group other than checking the box "Let this user be granted rights"). By > the way, when I look in Rights Matrix, everything is set to "Y" for this > user. I also checked the various queues, and the Privileged group has no > rights, and the same goes for the user accounts. The privileges are > assigned only at the global group level. We set up a global group for > each queue; again the test user was not assigned to any group. > > One other observation, the NULL account, user id #1 is assign the Super > User privilege, is this supposed be right? I tried to revoke it and RT > will not let me do it. Not sure about that. > > I did not set up RT originally, as the privilege set up was a carry over > from the RT 2 system. I knew this was a bit of a mess, I just did not > really know who much a mess it was. > > Anyway, what should be the defaults for the Everyone, Unprivileged and > Privileged global system groups? Do I need to be logged into a special > account to revoke Super User and Delegate rights from the Privileged > global system group? I guess the next question, is this something I > really want to do? You need to be logged in as root and make sure root has SuperUser, then you can revoke rights from Everyone/Priv, and Unpriv. I'm pretty sure they have no rights by default. > > Any insight would be greatly appreciated. > > 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: Todd Chapman [mailto:todd at chaka.net] > Sent: Wednesday, June 14, 2006 2:02 PM > To: Nick Metrowsky > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Proper way to set up a read-only user > > On Wed, Jun 14, 2006 at 10:22:21AM -0600, Nick Metrowsky wrote: > > Hi Everyone, > > > > > > > > I would like to set up users in RT which grant them the rights to view > > tickets and queues, but they cannot change anything. I would like them > > to have a user id and password, like privileged users. Is there a way > to > > do this? I noticed that the Everyone and Unprivileged user designation > > allows users to only use the SelfService menu and that is just about > it. > > > > Make them privileged but don't grant them any rights other > thatn See/Show rights. > > -Todd From KFCrocker at lbl.gov Thu Jun 15 12:39:42 2006 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 15 Jun 2006 09:39:42 -0700 Subject: [rt-users] 10 newest Unowned tickets In-Reply-To: <1150381701.5175.7.camel@fsc02> References: <1150381701.5175.7.camel@fsc02> Message-ID: <44918D4E.2070409@lbl.gov> Matthew Hunt wrote: > Hello all, > > Just a kwik one, I have several queues and several groups, but I only > want these individual groups to only view the "10 newest unowned > tickets..." of there group. At the mo they can see all tickets that > have not been taken which i do not want. To make it even more simpler, > for me and any coding, is that they cannot see this area at all, but > only look into there own queues from the right hand Quick search bar. > If any one has any info or coding on this I would be most grateful. > > Many thanks > Matthew, Get away from global privileges, except for yourself (set up yourself as SuperUser, no one else except maybe a backup). Set up groups, like "Queuename-Tech" or "Queuename-Support" and "Queuename-User". Put users in these groups as appropriate. Remove all individual user privileges at both the Global and Queue level. Set your Global group privileges for "EVERYONE" or "PRIVILEGED" (depends on how you initially set up users when you add them to RT) to ShowOutgoingEmail, CreateSavedSearch, EditSavedSearches, LoadSavedSearch, ShowSavedSearches, and ModifySelf (ModifySelf is required in conjunction with all the search rights if you want people to create and save their own queries). Set up the Global Role of AdminCc with the rights you want for all those users running/Administrating a Queue (for example; We gave this global role all rights except: AdminAllPersonalGroups, AdminCustomField, AdminOwnPersonalGroups, all the Search rights because we already gave that to everyone, ModifyTemplate, Superuser, and Watch. We did this because we like to keep redundant and inconsistent creation of custom fields and group names, etc. to a minimum so we do those things ourselves as the administrators of RT itself as Superusers). That's it for Global rights. Then, go to Configuration, Queues, Group rights and set up the rights you want for each role *FOR THAT QUEUE* (for example; *For CC's* - SeeQueue, ShowTicket, Watch. *For Requestors* - CreateTicket, SeeQueue, ShowTicket, ReplyToTicket,Watch. *For Owners* - CommentOnTicket, CreateTicket, ModifyTicket, DeleteTicket, OwnTicket, ReplyToTicket, ShowTicket, SeeQueue, ShowTicketComments, ShowTemplate, TakeTicket, Watch). Then set up the rights for each *group* you want to have access *TO THAT QUEUE* for the kind of access you want them to have and you're done. You might want to consider giving the same rights that are listed for Owners to your support groups and then you can Remove the rights from the Qwner's role (because of redundancy) OR you could just give OwnTicket to that group and leave the Owners role with those rights I listed. This keeps users from Queues and tickets you don't want them to se or mess with. Works great for us. We even have our own Approval Queue to act as a filter for requests that should not go to Technical Queues at all but could be resolved by a Business Analyst, etc. Hope this helps. Kenn LBNL From bbailey66 at metrocast.net Thu Jun 15 16:29:14 2006 From: bbailey66 at metrocast.net (Brent) Date: Thu, 15 Jun 2006 16:29:14 -0400 Subject: [rt-users] How to for RT3.0.12 on Solaris 10 sparc Message-ID: <4491C31A.8030305@metrocast.net> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Im trying to install RT3.0.12 on a new server (migrating from a old server to a new server. ) Can anyone tell me where there is a how to on doing this on Solaris 10 sparc ? Due to the database being different between versions of RT Id like to stay with RT3.0.12 thank you - -- - -- Brent -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.6 (GNU/Linux) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFEkcMa4JTEfu1wem8RArsRAKCHWTF1FXRIfd8qNRtqYOd1J4+LNQCfYBc6 D+7NH0oWYxcwxfHKEFApv84= =mpng -----END PGP SIGNATURE----- From rjansen at vub.ac.be Thu Jun 15 17:57:22 2006 From: rjansen at vub.ac.be (rjansen at vub.ac.be) Date: Thu, 15 Jun 2006 23:57:22 +0200 (CEST) Subject: [rt-users] How to for RT3.0.12 on Solaris 10 sparc In-Reply-To: <4491C31A.8030305@metrocast.net> References: <4491C31A.8030305@metrocast.net> Message-ID: <52331.212.68.228.191.1150408642.squirrel@triage.vub.ac.be> > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > Im trying to install RT3.0.12 on a new server (migrating from a old > server to a new server. ) Can anyone tell me where there is a how to > on doing this on Solaris 10 sparc ? Due to the database being > different between versions of RT Id like to stay with RT3.0.12 > > thank you > > - -- > - -- > Brent IMHO, if you want to sandbox the new RT installation, I'd stick with the packages from www.blastwave.org. There 's the "rt" package which you install with blastwave's "pkg-get" and all dependencies (a lot, like: perl and RT's required modules, apache, mysql etc,...) get automagically installed. I opted for a semi-automatic installation, because I already had a mysql running and wanted an apache2 also. Blastwave's RT packages version is 3.4.5. But retrograding should be simple. On RT's wiki there's also a howto (article on bigadmin at Sun's site) if you want to install manually. My 2 cents. -------------------------- Ing. Jansen Robert Brussels University Computer Center B-1050 Brussels Belgium (Europe) email: rjansen at vub.ac.be -------------------------- From jasonm at kelman.com Thu Jun 15 17:37:16 2006 From: jasonm at kelman.com (Jason Marshall) Date: Thu, 15 Jun 2006 15:37:16 -0600 (MDT) Subject: [rt-users] Notify Group when un-owned ticket is created Message-ID: 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 From ruslan.zakirov at gmail.com Thu Jun 15 18:28:07 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 16 Jun 2006 02:28:07 +0400 Subject: [rt-users] Notify Group when un-owned ticket is created In-Reply-To: References: Message-ID: <589c94400606151528m75b1783ere2ecba120d211ba4@mail.gmail.com> 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. From msnyder at servervault.com Thu Jun 15 20:59:58 2006 From: msnyder at servervault.com (Mathew Snyder) Date: Thu, 15 Jun 2006 20:59:58 -0400 Subject: [rt-users] RT CLI comment problem In-Reply-To: <20060615073739.K21970@spaceball1.doogles.com> References: <448D959B.1070904@metrocast.net> <448DB227.4080907@metrocast.net> <20060612193615.GX8022@bestpractical.com> <448FE381.5070504@servervault.com> <589c94400606140351w476bc6c0re3cfe0f5b578f8ef@mail.gmail.com> <44910A78.3090100@servervault.com> <20060615073739.K21970@spaceball1.doogles.com> Message-ID: <4492028E.8070601@servervault.com> I so would have done this too. :D Mathew Snyder Systems Administrator Network+ ServerVault TechOps Jason A. Diegmueller wrote: > Mathew-- > > For the time being, modify lib/RT.pm. Change the following line: > $VERSION = '3.6.0rc3'; > to > $VERSION = '3.6.0'; > > Bosses can't fault you for running pre-release software now! > > -jd > > On Thu, 15 Jun 2006, Mathew Snyder wrote: > >> The suspense is killing me :D >> >> >> Mathew Snyder >> Systems Administrator >> Network+ >> ServerVault TechOps >> >> >> >> Ruslan Zakirov wrote: >>> very very soon :) >>> >>> On 6/14/06, Mathew Snyder wrote: >>>> Yes please. When do you anticipate 3.6 going stable. I've been >>>> working >>>> on a project for the last two months trying to get an upgrade in place >>>> and just found out that they don't want me using 3.6.0rc3 because it is >>>> 'beta'. As much work as I've put into this I would love to continue >>>> with this version before I have to revert to 3.4.5. >>>> >>>> >>>> Mathew Snyder >>>> Systems Administrator >>>> Network+ >>>> ServerVault TechOps >>>> >>>> >>>> >>>> Joel Peter Anderson wrote: >>>>> As noted - we cannot move to the pre-release; how soon is the official >>>>> 3.6? And - again, does anyone have a work-around (other than RT >>>>> 3.60pre3.) >>>>> >>>>>> I'm getting resistance to a pre-release; is there any way to >>>> resolve the >>>>>> issue in 3.4.5? >>>>>> >>>>>>> On Mon, Jun 12, 2006 at 01:58:28PM -0500, Joel Peter Anderson wrote: >>>>>>>> We're working on a transition from a system running RT 3.0.12 to >>>> 3.4.5 and >>>>>>>> I've run into a problem using the RT CLI - which is important >>>>>>>> to me >>>>>>>> because I've built a bunch of automation on top of the RT CLI >>>> commands. >>>>>>>> >>>>>>>> As far as I've tested, all the existing CLI functionality exists >>>>>>>> ... >>>>>>>> *EXCEPT* for adding comments. Any attempt add a comment with the >>>> CLI gets >>>>>>>> this terse response: >>>>>>> This is fixed in RT 3.60pre3. >>>>>>> >>>>>>>> # Ticket comment does not exist. >>>>>>>> >>>>>>>> >>>>>>>> Even trying something as simple as this: >>>>>>>> >>>>>>>> rt comment -m test 144149 >>>>>>>> # Ticket comment does not exist. >>>>> >>>>> >>>>> ------------------------------------------------- >>>>> joel anderson * joela at umn.edu * 612-625-7389 >>>>> --> pager: 612-648-6823 >>>>> Be a part of the Next Age of Exploration >>>>> http://www.planetary.org/ >>>>> _______________________________________________ >>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>> >>>>> Community help: http://wiki.bestpractical.com >>>>> Commercial support: sales at bestpractical.com >>>>> >>>>> >>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>>> Buy a copy at http://rtbook.bestpractical.com >>>>> >>>>> >>>>> We're hiring! Come hack Perl for Best Practical: >>>> http://bestpractical.com/about/jobs.html >>>>> >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>> Buy a copy at http://rtbook.bestpractical.com >>>> >>>> >>>> We're hiring! Come hack Perl for Best Practical: >>>> http://bestpractical.com/about/jobs.html >>>> >>> >>> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly 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 phanoko at yahoo.com Thu Jun 15 22:59:10 2006 From: phanoko at yahoo.com (Phanoko) Date: Thu, 15 Jun 2006 19:59:10 -0700 (PDT) Subject: [rt-users] ticket number 06-8475 Message-ID: <20060616025910.49662.qmail@web53910.mail.yahoo.com> Can I change the ticket numbering to something like this? Year-number 06-8475 or Year-number 2006-8475 06- would be perm until 07 then it would of course roll or need to be manually reset. Thanks for any help on this. __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From lvanderf at internode.com.au Thu Jun 15 23:03:49 2006 From: lvanderf at internode.com.au (Luke Vanderfluit) Date: Fri, 16 Jun 2006 12:33:49 +0930 Subject: [rt-users] [Rt-announce] RT 3.6.0 Released In-Reply-To: References: Message-ID: <44921F95.5060101@internode.com.au> Hi. Jesse Vincent wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > - -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > Live from the Nordic Perl Workshop, it gives me great pleasure to > announce the immediate release of RT 3.6.0. This release features a > number of really exciting changes, as well as a large number of not- > so-exciting improvements and bug fixes. This release is the result of > three separate lines of development over more than a year. > That's great! I've got this latest version installed because I wanted to see the new interface, however now the front page is showing up without any style at all. There must be a file unreadable or something, anyone got a clue? Thanks. Kind regards. Luke Vanderfluit -- Luke Vanderfluit. Analyst/Programmer. Internode Systems Pty. Ltd. From asheesh at asheesh.org Fri Jun 16 00:57:56 2006 From: asheesh at asheesh.org (Asheesh Laroia) Date: Fri, 16 Jun 2006 00:57:56 -0400 (EDT) Subject: [rt-users] [Rt-announce] RT 3.6.0 Released In-Reply-To: References: Message-ID: On Thu, 15 Jun 2006, Jesse Vincent wrote: > Live from the Nordic Perl Workshop, it gives me great pleasure to > announce the immediate release of RT 3.6.0. This release features a > number of really exciting changes, as well as a large number of > not-so-exciting improvements and bug fixes. This release is the result > of three separate lines of development over more than a year. This is great to hear! Can you update the Screenshots link on www.bestpractical.com so we can get a better look at a slick new CSSy layout? -- Asheesh. -- Never offend people with style when you can offend them with substance. -- Sam Brown, "The Washington Post", January 26, 1977 From andrewe at epcc.ed.ac.uk Fri Jun 16 03:23:18 2006 From: andrewe at epcc.ed.ac.uk (Andrew Elwell) Date: Fri, 16 Jun 2006 08:23:18 +0100 Subject: [rt-users] Reminders Mason code Message-ID: <1150442599.6788.8.camel@x41ade.epcc.ed.ac.uk> Hi Folks, I have just upgraded from a .deb version of 3.4.4 to the 3.6.0 tarball I notice in the "Reminders" section of tickets I see Due (yyyy/mm/dd): (text entry box OK) then there is a hyperlink to some raw mason code <% loc("Choose a date") %> Any ideas what I'm missing? Andrew From andrewe at epcc.ed.ac.uk Fri Jun 16 03:34:22 2006 From: andrewe at epcc.ed.ac.uk (Andrew Elwell) Date: Fri, 16 Jun 2006 08:34:22 +0100 Subject: [rt-users] Reminders Mason code In-Reply-To: <1150442599.6788.8.camel@x41ade.epcc.ed.ac.uk> References: <1150442599.6788.8.camel@x41ade.epcc.ed.ac.uk> Message-ID: <1150443263.6788.12.camel@x41ade.epcc.ed.ac.uk> On Fri, 2006-06-16 at 08:23 +0100, Andrew Elwell wrote: > Any ideas what I'm missing? OK - Hate following up my own posts - looks like webmux.pl got stamped upon by an older version. Bah. From paul at boldra.com Fri Jun 16 04:20:27 2006 From: paul at boldra.com (Boldra) Date: Fri, 16 Jun 2006 10:20:27 +0200 Subject: [rt-users] mason unicode utf-8 BOM - junk in component output Message-ID: <449269CB.4010204@boldra.com> I've been playing around with converting some of the mason components to utf-8, but I've found I keep getting the BOM (byte-order-marker) displayed on the page (as two rubbish characters preceeding the components output). I can save files as BOMless (using ultraedit), which seems to solve the problem, but it doesn't seem like a very sensible solution. Does Mason support modules in utf-8 ? Is it a system setting (I'm using freebsd)? I have the mason baboon book, but I can't find anything about unicode, utf-8 or internationalization there. I know the po files are utf8, but since I'm (admittedly short-signtedly) writing only for a German-language site, I'd prefer not to have to put everything in the po files. Any help much appreciated. Boldra Greencircle From jesse at bestpractical.com Fri Jun 16 05:11:26 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 16 Jun 2006 05:11:26 -0400 Subject: [rt-users] [Rt-announce] RT 3.6.0 Released In-Reply-To: <4492757E.3030404@servervault.com> References: <4492757E.3030404@servervault.com> Message-ID: <20060616091125.GQ8022@bestpractical.com> On Fri, Jun 16, 2006 at 05:10:22AM -0400, Mathew Snyder wrote: > You have no idea how happy you've made me. Glad to oblige. > Mathew Snyder > Systems Administrator > Network+ > ServerVault TechOps > > From lzeyer at coframi-massy.com Fri Jun 16 05:50:03 2006 From: lzeyer at coframi-massy.com (lzeyer) Date: Fri, 16 Jun 2006 11:50:03 +0200 Subject: [rt-users] RT 3.6.0: custom field rights Message-ID: <44927ECB.3060103@coframi-massy.com> Hi, I tested custom field rights. RT behaviour seems equal to RT3.4.4. How do you do to allow : * a group to submit ticket with custom field values, * only requestor and owner to modifiy their tickets custom field values, My configuration is: * group A : o modify custom field CF1 (create ticket isn't enough ) o see custom field CF1 o create ticket With this configuration, every group A members are allowed to submit and modify custom fields of all tickets, not only which they are requestor or owner. Regards, -- Ludovic ZEYER scm manager t?l: 01.69.53.44.71 From ruslan.zakirov at gmail.com Fri Jun 16 08:52:48 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 16 Jun 2006 16:52:48 +0400 Subject: [rt-users] mason unicode utf-8 BOM - junk in component output In-Reply-To: <449269CB.4010204@boldra.com> References: <449269CB.4010204@boldra.com> Message-ID: <589c94400606160552n66891bd2le536a0e830f3d2bb@mail.gmail.com> As BOM is useless in UTF-8 files, since UTF-8 independand from byte-order you can use files without BOM, but sure it looks more like Mason problem and if BOM is required in your environment then it's better send question to mason's lists. On 6/16/06, Boldra wrote: > I've been playing around with converting some of the mason components to > utf-8, but I've found I keep getting the BOM (byte-order-marker) > displayed on the page (as two rubbish characters preceeding the > components output). I can save files as BOMless (using ultraedit), > which seems to solve the problem, but it doesn't seem like a very > sensible solution. > > Does Mason support modules in utf-8 ? Is it a system setting (I'm using > freebsd)? I have the mason baboon book, but I can't find anything about > unicode, utf-8 or internationalization there. I know the po files are > utf8, but since I'm (admittedly short-signtedly) writing only for a > German-language site, I'd prefer not to have to put everything in the po > files. > > Any help much appreciated. > > Boldra > > Greencircle > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 dermot at irishbroadband.ie Fri Jun 16 09:06:40 2006 From: dermot at irishbroadband.ie (Dermot Williams) Date: Fri, 16 Jun 2006 14:06:40 +0100 Subject: [rt-users] Transactions ObjectIDs Message-ID: <1150463200.8654.12.camel@localhost.localdomain> Hi List, Owing to an unlikely series of events, all of the ObjectID values in the Transactions table of our RT3 database have been set to the default value, 0. Obviously this means that there is now no way to associate tickets with their content. Does anyone have any ideas about how I can restore the IDs? I'm 99.99% sure that it can't be done but I thought that I'd ask anyway, just on the offchance that there is. And please don't mention backups. Grrrr! Dermot Williams Senior Network Engineer Irish Broadband Internet Services Ltd. -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Fri Jun 16 09:37:01 2006 From: todd at chaka.net (Todd Chapman) Date: Fri, 16 Jun 2006 09:37:01 -0400 Subject: [rt-users] RT 3.6.0: custom field rights In-Reply-To: <44927ECB.3060103@coframi-massy.com> References: <44927ECB.3060103@coframi-massy.com> Message-ID: <20060616133701.GB30623@chaka.net> On Fri, Jun 16, 2006 at 11:50:03AM +0200, lzeyer wrote: > Hi, > > I tested custom field rights. RT behaviour seems equal to RT3.4.4. > How do you do to allow : > > * a group to submit ticket with custom field values, > * only requestor and owner to modifiy their tickets custom field > values, > > My configuration is: > > * group A : > o modify custom field CF1 (create ticket isn't enough ) > o see custom field CF1 > o create ticket > > With this configuration, every group A members are allowed to submit > and modify custom fields of all tickets, not only which they are > requestor or owner. > Try this. Give Privileged users See/Modify CF and CreateTicket. Give Requestor/Owner ModifyTicket. -Todd From todd at chaka.net Fri Jun 16 09:43:09 2006 From: todd at chaka.net (Todd Chapman) Date: Fri, 16 Jun 2006 09:43:09 -0400 Subject: [rt-users] Transactions ObjectIDs In-Reply-To: <1150463200.8654.12.camel@localhost.localdomain> References: <1150463200.8654.12.camel@localhost.localdomain> Message-ID: <20060616134309.GC30623@chaka.net> On Fri, Jun 16, 2006 at 02:06:40PM +0100, Dermot Williams wrote: > Hi List, > > Owing to an unlikely series of events, all of the ObjectID values in the > Transactions table of our RT3 database have been set to the default > value, 0. Obviously this means that there is now no way to associate > tickets with their content. Does anyone have any ideas about how I can > restore the IDs? I'm 99.99% sure that it can't be done but I thought > that I'd ask anyway, just on the offchance that there is. > > And please don't mention backups. Grrrr! > Here is a possilbe solution. Might not work 100%. The Headers column of the Attachments table should have Subject (at least some should). If you can match this to the Subject in the Tickets table, then you can use the TransactionId in the Attachments table to get the transaction and assign the ObjectId. -Todd From paul at boldra.com Fri Jun 16 09:44:20 2006 From: paul at boldra.com (Boldra) Date: Fri, 16 Jun 2006 15:44:20 +0200 Subject: [rt-users] mason unicode utf-8 BOM - junk in component output In-Reply-To: <589c94400606160552n66891bd2le536a0e830f3d2bb@mail.gmail.com> References: <449269CB.4010204@boldra.com> <589c94400606160552n66891bd2le536a0e830f3d2bb@mail.gmail.com> Message-ID: <4492B5B4.9030406@boldra.com> Thanks Ruslan, I've found the setting (on by default) in ultraedit to not automatically add BOMs unless asked for, and it's now working fine. (Advanced->Config->file handling->Save->Write utf-8 BOM header to ALL utf-8 files when saved) Boldra Ruslan Zakirov wrote: > As BOM is useless in UTF-8 files, since UTF-8 independand from > byte-order you can use files without BOM, but sure it looks more like > Mason problem and if BOM is required in your environment then it's > better send question to mason's lists. > > On 6/16/06, Boldra wrote: >> I've been playing around with converting some of the mason components to >> utf-8, but I've found I keep getting the BOM (byte-order-marker) >> displayed on the page (as two rubbish characters preceeding the >> components output). I can save files as BOMless (using ultraedit), >> which seems to solve the problem, but it doesn't seem like a very >> sensible solution. >> >> Does Mason support modules in utf-8 ? Is it a system setting (I'm using >> freebsd)? I have the mason baboon book, but I can't find anything about >> unicode, utf-8 or internationalization there. I know the po files are >> utf8, but since I'm (admittedly short-signtedly) writing only for a >> German-language site, I'd prefer not to have to put everything in the po >> files. >> >> Any help much appreciated. >> >> Boldra >> >> Greencircle >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly 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 lzeyer at coframi-massy.com Fri Jun 16 10:52:43 2006 From: lzeyer at coframi-massy.com (lzeyer) Date: Fri, 16 Jun 2006 16:52:43 +0200 Subject: [rt-users] RT 3.6.0: custom field rights In-Reply-To: <20060616133701.GB30623@chaka.net> References: <44927ECB.3060103@coframi-massy.com> <20060616133701.GB30623@chaka.net> Message-ID: <4492C5BB.8070006@coframi-massy.com> Todd Chapman wrote: >On Fri, Jun 16, 2006 at 11:50:03AM +0200, lzeyer wrote: > > >>Hi, >> >>I tested custom field rights. RT behaviour seems equal to RT3.4.4. >>How do you do to allow : >> >> * a group to submit ticket with custom field values, >> * only requestor and owner to modifiy their tickets custom field >> values, >> >>My configuration is: >> >> * group A : >> o modify custom field CF1 (create ticket isn't enough ) >> o see custom field CF1 >> o create ticket >> >>With this configuration, every group A members are allowed to submit >>and modify custom fields of all tickets, not only which they are >>requestor or owner. >> >> >> > >Try this. Give Privileged users See/Modify CF and CreateTicket. >Give Requestor/Owner ModifyTicket. > >-Todd > > If i allow Privileged user to modify CF, they 'll can to modify it for all ticket ? -- Ludovic ZEYER scm manager t?l: 01.69.53.44.71 From todd at chaka.net Fri Jun 16 11:23:02 2006 From: todd at chaka.net (Todd Chapman) Date: Fri, 16 Jun 2006 11:23:02 -0400 Subject: [rt-users] RT 3.6.0: custom field rights In-Reply-To: <4492C5BB.8070006@coframi-massy.com> References: <44927ECB.3060103@coframi-massy.com> <20060616133701.GB30623@chaka.net> <4492C5BB.8070006@coframi-massy.com> Message-ID: <20060616152302.GD30623@chaka.net> On Fri, Jun 16, 2006 at 04:52:43PM +0200, lzeyer wrote: > Todd Chapman wrote: > > >On Fri, Jun 16, 2006 at 11:50:03AM +0200, lzeyer wrote: > > > > > >>Hi, > >> > >>I tested custom field rights. RT behaviour seems equal to RT3.4.4. > >>How do you do to allow : > >> > >> * a group to submit ticket with custom field values, > >> * only requestor and owner to modifiy their tickets custom field > >> values, > >> > >>My configuration is: > >> > >> * group A : > >> o modify custom field CF1 (create ticket isn't enough ) > >> o see custom field CF1 > >> o create ticket > >> > >>With this configuration, every group A members are allowed to submit > >>and modify custom fields of all tickets, not only which they are > >>requestor or owner. > >> > >> > >> > > > >Try this. Give Privileged users See/Modify CF and CreateTicket. > >Give Requestor/Owner ModifyTicket. > > > >-Todd > > > > > If i allow Privileged user to modify CF, they 'll can to modify it for > all ticket ? I think the WebUI makes sure you have ModifyTicket even when you just try to change CFs. Looking at the code now, I might be wrong. Please check this and let me know. From lzeyer at coframi-massy.com Fri Jun 16 11:35:23 2006 From: lzeyer at coframi-massy.com (lzeyer) Date: Fri, 16 Jun 2006 17:35:23 +0200 Subject: [rt-users] RT 3.6.0: custom field rights In-Reply-To: <20060616152302.GD30623@chaka.net> References: <44927ECB.3060103@coframi-massy.com> <20060616133701.GB30623@chaka.net> <4492C5BB.8070006@coframi-massy.com> <20060616152302.GD30623@chaka.net> Message-ID: <4492CFBB.8060901@coframi-massy.com> Todd Chapman wrote: >On Fri, Jun 16, 2006 at 04:52:43PM +0200, lzeyer wrote: > > >>Todd Chapman wrote: >> >> >> >>>On Fri, Jun 16, 2006 at 11:50:03AM +0200, lzeyer wrote: >>> >>> >>> >>> >>>>Hi, >>>> >>>>I tested custom field rights. RT behaviour seems equal to RT3.4.4. >>>>How do you do to allow : >>>> >>>> * a group to submit ticket with custom field values, >>>> * only requestor and owner to modifiy their tickets custom field >>>> values, >>>> >>>>My configuration is: >>>> >>>> * group A : >>>> o modify custom field CF1 (create ticket isn't enough ) >>>> o see custom field CF1 >>>> o create ticket >>>> >>>>With this configuration, every group A members are allowed to submit >>>>and modify custom fields of all tickets, not only which they are >>>>requestor or owner. >>>> >>>> >>>> >>>> >>>> >>>Try this. Give Privileged users See/Modify CF and CreateTicket. >>>Give Requestor/Owner ModifyTicket. >>> >>>-Todd >>> >>> >>> >>> >>If i allow Privileged user to modify CF, they 'll can to modify it for >>all ticket ? >> >> > >I think the WebUI makes sure you have ModifyTicket even when you >just try to change CFs. Looking at the code now, I might be wrong. >Please check this and let me know. > > I tested that. If a person has "modify CF" right on a CF, then he can modify this CF for all ticket, even if he hasn't "modifyticket" right. -- Ludovic ZEYER scm manager t?l: 01.69.53.44.71 From johnp at fmgsupport.com Fri Jun 16 11:54:25 2006 From: johnp at fmgsupport.com (John Parker) Date: Fri, 16 Jun 2006 16:54:25 +0100 Subject: [rt-users] LDAP Overlay Update: Account Autocreation Message-ID: <9F5C85218E0B6341ABA8C63A9E142B80708516@RALPH.fmggroup.com> Hi Jim, On your instructions do you mean create a file called LdapAutocreateAuthCallback in the /Auth directory, or a file called Auth in the autohandler directory? Regards John -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jim Meyer Sent: 02 June 2006 21:56 To: RT Users Mailing List Subject: [rt-users] LDAP Overlay Update: Account Autocreation Hello! With the most enormous thanks possible to RuslanZakirov who got me thinking about it the right way, and also to DirkPape for his notes on Callbacks on the CleanlyCustomizeRT page, there's now a callback extension for the LDAP overlay which autocreates RT accounts at login if the user passes authentication. This means anyone in LDAP can immediately log into RT with no need to first create their RT account. I've updated the LDAP wiki page: http://wiki.bestpractical.com/?LDAP You can find the callback and installation instructions here: http://wiki.bestpractical.com/?LdapAutocreateAuthCallback You should be able to add this, restart your web server, and see the results immediately. I know a large number of you asked for this; I'm sorry it took so long to get it right. It's right, now. =] Cheers! --j -- Jim Meyer, Geek at Large purp at acm.org _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html ********************************************************************************************** We have taken all reasonable precautions to ensure that no viruses are transmitted from FMG Support to any third party. FMG Support accept no responsibility for any damage or loss resulting directly or indirectly from the use of this e-mail or its contents. This e-mail and any files transmitted with it are confidential and solely for the use of the addressee. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on this e-mail, is prohibited and may be unlawful. Opinions expressed in this e-mail are those of the individual and not those of the Company unless specifically indicated to that effect. If you have received this e-mail in error please inform us and delete it from your mailbox and/or any other storage mechanism. FMG Support Ltd T:0870 830 3830 mailto:support at fmgsupport.com. ********************************************************************************************** From stevep at sga.org Fri Jun 16 11:51:00 2006 From: stevep at sga.org (Steve Palm) Date: Fri, 16 Jun 2006 10:51:00 -0500 Subject: [rt-users] [Rt-announce] RT 3.6.0 Released In-Reply-To: <44921F95.5060101@internode.com.au> References: <44921F95.5060101@internode.com.au> Message-ID: On Jun 15, 2006, at 10:03 PM, Luke Vanderfluit wrote: > I've got this latest version installed because I wanted to see the new > interface, however now the front page is showing up without any style > at > all. > There must be a file unreadable or something, anyone got a clue? I see the same thing here... The login page had no style, and when I logged in the main page came up without styles and seems to be pulling from the NoAuth/ directory even though I'm logged in. Steve ----- Steve Palm --- stevep at sga.org Computer Systems Analyst/Programmer Slavic Gospel Association -- Loves Park, IL From ruslan.zakirov at gmail.com Fri Jun 16 12:21:19 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 16 Jun 2006 20:21:19 +0400 Subject: [rt-users] [Rt-announce] RT 3.6.0 Released In-Reply-To: References: <44921F95.5060101@internode.com.au> Message-ID: <589c94400606160921o450cf14didc4b483a813ce4da@mail.gmail.com> Most probably it's error in your httpd.conf. On 6/16/06, Steve Palm wrote: > > On Jun 15, 2006, at 10:03 PM, Luke Vanderfluit wrote: > > I've got this latest version installed because I wanted to see the new > > interface, however now the front page is showing up without any style > > at > > all. > > There must be a file unreadable or something, anyone got a clue? > > I see the same thing here... The login page had no style, and when I > logged in the main page came up without styles and seems to be pulling > from the NoAuth/ directory even though I'm logged in. > > Steve > > ----- > Steve Palm --- stevep at sga.org > Computer Systems Analyst/Programmer > Slavic Gospel Association -- Loves Park, IL > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 stevep at sga.org Fri Jun 16 12:57:02 2006 From: stevep at sga.org (Steve Palm) Date: Fri, 16 Jun 2006 11:57:02 -0500 Subject: [rt-users] [Rt-announce] RT 3.6.0 Released In-Reply-To: <589c94400606160921o450cf14didc4b483a813ce4da@mail.gmail.com> References: <44921F95.5060101@internode.com.au> <589c94400606160921o450cf14didc4b483a813ce4da@mail.gmail.com> Message-ID: <3b595eb0e4c2fd784c5599d15f4232e4@sga.org> On Jun 16, 2006, at 11:21 AM, Ruslan Zakirov wrote: > Most probably it's error in your httpd.conf. That worked perfectly in 3.4.5, and nowhere in the notes for upgrading or installing do I see suggested changes.... Running via mod_perl: Listen 8080 DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason That is still the current recommended config section in the readme file. I looked through the changelog and it says that webrt.css has been deleted, yet I still have an old copy in my NoAuth directory, and it is being loaded. If I take that awway, I loose even more style elements instead of getting better. What changes are needed to go from 3.4.5 to 3.6.0 that are not documented in the supporting files? Steve ----- Steve Palm --- stevep at sga.org Computer Systems Analyst/Programmer Slavic Gospel Association -- Loves Park, IL From sean.conway at mtsallstream.com Fri Jun 16 13:09:41 2006 From: sean.conway at mtsallstream.com (Conway, Sean) Date: Fri, 16 Jun 2006 12:09:41 -0500 Subject: [rt-users] RT implementation discussion Message-ID: <270ACA5D2DB53248809CCD6885A16CA40117A912@PTEEXB02.mtsallstream.com> G'Day, Would someone be willing to have some discussions around their experiences on implementing RT? It does not have to fill up the board, it can be done offline. The company I work for has decided they would like to implement RT, RTIR & RTFM before the end of the year. I have been tasked with making it happen. I am looking for someone who would be willing to discuss their experiences with a full blow install of RT from the ground up. The discussion will not center on specifics (i.e. how did you configure this) but a higher (i.e. what ticket volume did you design for and what database consideration did you recognize for your install). Final project approval is pending so I don't have any money at the moment to spend. We may need to support of an implementer to get us up an running. Those are things I am trying to understand. I have experience in system design, implementation and support. I know enough to know, I don't know what I don't know. I would really like to find someone who is willing to discuss their implementation. Are there any takers on this list? Sean Conway Network System Specialist Enhanced Systems From ruslan.zakirov at gmail.com Fri Jun 16 13:21:34 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 16 Jun 2006 21:21:34 +0400 Subject: [rt-users] [Rt-announce] RT 3.6.0 Released In-Reply-To: <3b595eb0e4c2fd784c5599d15f4232e4@sga.org> References: <44921F95.5060101@internode.com.au> <589c94400606160921o450cf14didc4b483a813ce4da@mail.gmail.com> <3b595eb0e4c2fd784c5599d15f4232e4@sga.org> Message-ID: <589c94400606161021x35bfd728gaab1b989a306486b@mail.gmail.com> 1. Remove mason page. 2. Also open source of any page in browser, it must contain something like: 3. Open in a browser 'your_host/NoAuth/css/3.5-default/main.css' it should well formed css On 6/16/06, Steve Palm wrote: > > On Jun 16, 2006, at 11:21 AM, Ruslan Zakirov wrote: > > Most probably it's error in your httpd.conf. > > That worked perfectly in 3.4.5, and nowhere in the notes for upgrading > or installing do I see suggested changes.... > > Running via mod_perl: > > Listen 8080 > > DocumentRoot /opt/rt3/share/html > AddDefaultCharset UTF-8 > > PerlModule Apache::DBI > PerlRequire /opt/rt3/bin/webmux.pl > > > SetHandler perl-script > PerlHandler RT::Mason > > > > That is still the current recommended config section in the readme > file. > > I looked through the changelog and it says that webrt.css has been > deleted, yet I still have an old copy in my NoAuth directory, and it is > being loaded. If I take that awway, I loose even more style elements > instead of getting better. > > What changes are needed to go from 3.4.5 to 3.6.0 that are not > documented in the supporting files? > > Steve > > ----- > Steve Palm --- stevep at sga.org > Computer Systems Analyst/Programmer > Slavic Gospel Association -- Loves Park, IL > > -- Best regards, Ruslan. From stevep at sga.org Fri Jun 16 13:27:49 2006 From: stevep at sga.org (Steve Palm) Date: Fri, 16 Jun 2006 12:27:49 -0500 Subject: [rt-users] [Rt-announce] RT 3.6.0 Released In-Reply-To: <589c94400606161021x35bfd728gaab1b989a306486b@mail.gmail.com> References: <44921F95.5060101@internode.com.au> <589c94400606160921o450cf14didc4b483a813ce4da@mail.gmail.com> <3b595eb0e4c2fd784c5599d15f4232e4@sga.org> <589c94400606161021x35bfd728gaab1b989a306486b@mail.gmail.com> Message-ID: <3ccbfd245fd6ecfb0c2064da7ae3b960@sga.org> On Jun 16, 2006, at 12:21 PM, Ruslan Zakirov wrote: > 1. Remove mason page. I'm sorry, I do not understand what you mean there. > 2. Also open source of any page in browser, it must contain something > like: > type="text/css" media="all" /> > media="print" /> I do not have those, only: This may be related to the mason page you reference above, but I do not know what/where to delete. Should the upgrade handle this? The main.css is several lines of @import statements when viewed in my browser. Steve ----- Steve Palm --- stevep at sga.org Computer Systems Analyst/Programmer Slavic Gospel Association -- Loves Park, IL From barnesaw at ucrwcu.rwc.uc.edu Fri Jun 16 13:31:07 2006 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 16 Jun 2006 13:31:07 -0400 Subject: [rt-users] [Rt-announce] RT 3.6.0 Released In-Reply-To: <3ccbfd245fd6ecfb0c2064da7ae3b960@sga.org> References: <44921F95.5060101@internode.com.au> <589c94400606160921o450cf14didc4b483a813ce4da@mail.gmail.com> <3b595eb0e4c2fd784c5599d15f4232e4@sga.org> <589c94400606161021x35bfd728gaab1b989a306486b@mail.gmail.com> <3ccbfd245fd6ecfb0c2064da7ae3b960@sga.org> Message-ID: <4492EADB.1090501@ucrwcu.rwc.uc.edu> 1. Stop apache. 2. rm -rf /path/to/rt/var/mason_data/obj/* 3. Start apache Steve Palm wrote: > > On Jun 16, 2006, at 12:21 PM, Ruslan Zakirov wrote: >> 1. Remove mason page. > > I'm sorry, I do not understand what you mean there. > >> 2. Also open source of any page in browser, it must contain something >> like: >> > type="text/css" media="all" /> >> > media="print" /> > > I do not have those, only: > > > > This may be related to the mason page you reference above, but I do > not know what/where to delete. Should the upgrade handle this? > > The main.css is several lines of @import statements when viewed in my > browser. > > Steve > > ----- > Steve Palm --- stevep at sga.org > Computer Systems Analyst/Programmer > Slavic Gospel Association -- Loves Park, IL > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 Jun 16 13:33:41 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 16 Jun 2006 21:33:41 +0400 Subject: [rt-users] [Rt-announce] RT 3.6.0 Released In-Reply-To: <3ccbfd245fd6ecfb0c2064da7ae3b960@sga.org> References: <44921F95.5060101@internode.com.au> <589c94400606160921o450cf14didc4b483a813ce4da@mail.gmail.com> <3b595eb0e4c2fd784c5599d15f4232e4@sga.org> <589c94400606161021x35bfd728gaab1b989a306486b@mail.gmail.com> <3ccbfd245fd6ecfb0c2064da7ae3b960@sga.org> Message-ID: <589c94400606161033g3570d2c9l55493e964a793579@mail.gmail.com> On 6/16/06, Steve Palm wrote: > > On Jun 16, 2006, at 12:21 PM, Ruslan Zakirov wrote: > > 1. Remove mason page. > > I'm sorry, I do not understand what you mean there. oops, of course 'cache' :) See Drew's comment. > > > 2. Also open source of any page in browser, it must contain something > > like: > > > type="text/css" media="all" /> > > > media="print" /> > > I do not have those, only: > > > > This may be related to the mason page you reference above, but I do > not know what/where to delete. Should the upgrade handle this? > > The main.css is several lines of @import statements when viewed in my > browser. > > Steve > > ----- > Steve Palm --- stevep at sga.org > Computer Systems Analyst/Programmer > Slavic Gospel Association -- Loves Park, IL > > -- Best regards, Ruslan. From stevep at sga.org Fri Jun 16 13:34:10 2006 From: stevep at sga.org (Steve Palm) Date: Fri, 16 Jun 2006 12:34:10 -0500 Subject: [rt-users] [Rt-announce] RT 3.6.0 Released In-Reply-To: <4492EADB.1090501@ucrwcu.rwc.uc.edu> References: <44921F95.5060101@internode.com.au> <589c94400606160921o450cf14didc4b483a813ce4da@mail.gmail.com> <3b595eb0e4c2fd784c5599d15f4232e4@sga.org> <589c94400606161021x35bfd728gaab1b989a306486b@mail.gmail.com> <3ccbfd245fd6ecfb0c2064da7ae3b960@sga.org> <4492EADB.1090501@ucrwcu.rwc.uc.edu> Message-ID: On Jun 16, 2006, at 12:31 PM, Drew Barnes wrote: > 1. Stop apache. > 2. rm -rf /path/to/rt/var/mason_data/obj/* > 3. Start apache I had done that, as noted in the instructions. I just did it again, verified they were gone, restarted apache and no difference. Steve ----- Steve Palm --- stevep at sga.org Computer Systems Analyst/Programmer Slavic Gospel Association -- Loves Park, IL From stevep at sga.org Fri Jun 16 13:35:57 2006 From: stevep at sga.org (Steve Palm) Date: Fri, 16 Jun 2006 12:35:57 -0500 Subject: [rt-users] [Rt-announce] RT 3.6.0 Released In-Reply-To: <4492EADB.1090501@ucrwcu.rwc.uc.edu> References: <44921F95.5060101@internode.com.au> <589c94400606160921o450cf14didc4b483a813ce4da@mail.gmail.com> <3b595eb0e4c2fd784c5599d15f4232e4@sga.org> <589c94400606161021x35bfd728gaab1b989a306486b@mail.gmail.com> <3ccbfd245fd6ecfb0c2064da7ae3b960@sga.org> <4492EADB.1090501@ucrwcu.rwc.uc.edu> Message-ID: I apologize for wasting your time!! I forgot that long ago I had modified the header and footers and I need to update them to use the current 'new' stuff. I'll slouch off into a corner and fix my errors now.... Sorry again, and THANKS for your help!! At least I hope putting this in the list is a warning to others. :) Steve From barnesaw at ucrwcu.rwc.uc.edu Fri Jun 16 13:36:08 2006 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 16 Jun 2006 13:36:08 -0400 Subject: [rt-users] [Rt-announce] RT 3.6.0 Released In-Reply-To: References: <44921F95.5060101@internode.com.au> <589c94400606160921o450cf14didc4b483a813ce4da@mail.gmail.com> <3b595eb0e4c2fd784c5599d15f4232e4@sga.org> <589c94400606161021x35bfd728gaab1b989a306486b@mail.gmail.com> <3ccbfd245fd6ecfb0c2064da7ae3b960@sga.org> <4492EADB.1090501@ucrwcu.rwc.uc.edu> Message-ID: <4492EC08.6040207@ucrwcu.rwc.uc.edu> Perhaps something in your local tree is calling that element. It is definitely wrong. Check /path/to/rt/local/html/index.html Steve Palm wrote: > > On Jun 16, 2006, at 12:31 PM, Drew Barnes wrote: >> 1. Stop apache. >> 2. rm -rf /path/to/rt/var/mason_data/obj/* >> 3. Start apache > > I had done that, as noted in the instructions. > > I just did it again, verified they were gone, restarted apache and no > difference. > > Steve > > ----- > Steve Palm --- stevep at sga.org > Computer Systems Analyst/Programmer > Slavic Gospel Association -- Loves Park, IL > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From spydrrrrr at gmail.com Fri Jun 16 14:55:52 2006 From: spydrrrrr at gmail.com (SystemAdmin) Date: Fri, 16 Jun 2006 14:55:52 -0400 Subject: [rt-users] blocking email addresses? Message-ID: I am using fetchmail to get my mail to RT. Now the server I am getting my email from I do not have admin rights too... Is it possible from RT or the linux box RT is running from to ignore certain email addresses? -------------- next part -------------- An HTML attachment was scrubbed... URL: From asparks at doublesparks.net Fri Jun 16 16:49:51 2006 From: asparks at doublesparks.net (Alan Sparks) Date: Fri, 16 Jun 2006 14:49:51 -0600 (MDT) Subject: [rt-users] Cleaning up autocreated users Message-ID: <45796.216.150.62.80.1150490991.squirrel@216.150.62.80> Looking for some advice on a mess in my RT (3.4.5) user table. Recently our org merged and all users got new email addresses. Unfortunately, our RT user table wasn't ready for it and we now have a large number of autocreated users, most duplicating existing users. So, we have, say, asparks at merklequris.com as well as asparks... Causes additional problems, in that I cannot change the email addresses on the original accounts -- as it conflicts now with the autocreated users. Anyone have any advice on handling this situation, to get rid of these autocreated users? And how can I prevent autocreation going forward? Any recommendations highly appreciated. Thanks. -Alan =========== Alan Sparks, UNIX/Linux Systems Administrator From erek at blumenthals.com Fri Jun 16 20:39:55 2006 From: erek at blumenthals.com (Erek Dyskant) Date: Fri, 16 Jun 2006 20:39:55 -0400 Subject: [rt-users] 3.6.0 and saving At A Glance settings Message-ID: <1150504796.5988.458.camel@acis.blumenthals.com> Heya All, I really appreciate the ability to edit the At a Glance page that was introduced in 3.6.0. It'll allow me to phase out a lot of custom code. One thing that would make it more useful on an organization-wide basis would be a feature to save homepage configurations and assign them to users, or at the least, the ability to set the default layout for new users or copy your layout for another user. Basically I want to set up an ideal layout for our organization and apply it to all the new users as a starting point for them. Is this in the works, or does anyone have ideas for how I'd go about implementing something like this? Regards, Erek From pkime at Shopzilla.com Fri Jun 16 22:44:08 2006 From: pkime at Shopzilla.com (Philip Kime) Date: Fri, 16 Jun 2006 19:44:08 -0700 Subject: [rt-users] [Rt-announce] RT 3.6.0 Released Message-ID: <58B1112F0EEB7349AE14A0AA46F9CEC00137AC0A@szexchange.Shopzilla.inc> I had the same problems with the stylesheets in 3.6.0 until I cleared my *browser's* cache. PK -- Philip Kime NOPS Systems Architect 310 401 0407 -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Sat Jun 17 08:42:18 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sat, 17 Jun 2006 16:42:18 +0400 Subject: [rt-users] [POLL] query builder usability Message-ID: <589c94400606170542q7609ca3bib38e1f0033091000@mail.gmail.com> Hello, rt-users. I was playing with bug in the query builder (QB) and realized that current QB behaviour is not user friendly. We all know that developers and users think different so I want to collect users' preferences and ideas about possible query builder improvements. *NOTE* Please, reply only to me, don't send emails to the list, later I'll update this thread with results. If you didn't understand I'm talking aboud 'Add', 'Delete' and 'And/Or' buttons, aggregators selector and everything else related to query manipulation. 1) Do you use advanced query builder? 2) If yes then try describe why use it. What couldn't you do in standard QB so you have to use advanced? 3) Do you use arrow buttons? Do you like how those work? 4) Try to remember most unpredictable results of an action. Describe with an example. It's very short poll, but sure feel free to describe anything you find wierd, unfriendly or crappy in behaviour of the QB. -- Best regards, Ruslan. From doogles at doogles.com Sat Jun 17 09:45:47 2006 From: doogles at doogles.com (Jason A. Diegmueller) Date: Sat, 17 Jun 2006 09:45:47 -0400 (EDT) Subject: [rt-users] 3.6.0 and saving At A Glance settings In-Reply-To: <1150504796.5988.458.camel@acis.blumenthals.com> References: <1150504796.5988.458.camel@acis.blumenthals.com> Message-ID: <20060617094411.X97696@spaceball1.doogles.com> > Basically I want to set up an ideal layout for our organization and > apply it to all the new users as a starting point for them. Erek-- The following link in the BestPractical Wiki explains how to do exactly that, change the layout and make it the starting point for others: http://wiki.bestpractical.com/index.cgi?ChangeDefaultRTAtAGlance Good luck, -jd From lvanderf at internode.com.au Sat Jun 17 16:37:27 2006 From: lvanderf at internode.com.au (Luke Vanderfluit) Date: Sun, 18 Jun 2006 06:07:27 +0930 Subject: [rt-users] [Rt-announce] RT 3.6.0 Released In-Reply-To: <44921F95.5060101@internode.com.au> References: <44921F95.5060101@internode.com.au> Message-ID: <44946807.7040204@internode.com.au> Hi. Luke Vanderfluit wrote: > Hi. > > Jesse Vincent wrote: > >> -----BEGIN PGP SIGNED MESSAGE----- >> Hash: SHA1 >> >> - -----BEGIN PGP SIGNED MESSAGE----- >> Hash: SHA1 >> >> Live from the Nordic Perl Workshop, it gives me great pleasure to >> announce the immediate release of RT 3.6.0. This release features a >> number of really exciting changes, as well as a large number of not- >> so-exciting improvements and bug fixes. This release is the result >> of three separate lines of development over more than a year. >> > That's great! > I've got this latest version installed because I wanted to see the new > interface, however now the front page is showing up without any style at > all. > There must be a file unreadable or something, anyone got a clue? > I had blindly copied the old RT_SiteConfig.pm into the new installation. So there were at least one crucial directive missing: Set($WebDefaultStylesheet, '3.5-default'); Thanks for your help. Kind regards. Luke Vanderfluit. -- Luke Vanderfluit. Analyst/Programmer. Internode Systems Pty. Ltd. From purp at acm.org Sun Jun 18 01:49:00 2006 From: purp at acm.org (Jim Meyer) Date: Sat, 17 Jun 2006 22:49:00 -0700 Subject: [rt-users] Cleaning up autocreated users In-Reply-To: <45796.216.150.62.80.1150490991.squirrel@216.150.62.80> References: <45796.216.150.62.80.1150490991.squirrel@216.150.62.80> Message-ID: Hello! On 6/16/06, Alan Sparks wrote: > Looking for some advice on a mess in my RT (3.4.5) user table. > > Recently our org merged and all users got new email addresses. > Unfortunately, our RT user table wasn't ready for it and we now have a > large number of autocreated users, most duplicating existing users. So, > we have, say, asparks at merklequris.com as well as asparks... > > Causes additional problems, in that I cannot change the email addresses on > the original accounts -- as it conflicts now with the autocreated users. > > Anyone have any advice on handling this situation, to get rid of these > autocreated users? And how can I prevent autocreation going forward? Here's how I'd approach it. This assumes you make god back First, stop your RT web instance and mail gateway; you don't want anyone affecting the database until you're done. Now back up your database just in case this all goes horribly pear-shaped. Now do something like this in the database: update users set emailaddress = [...] where emailaddress like '%@newdomain.com'; ...where [...] is some non-conflicting email address that is still valid. Perhaps user at mailhost.newdomain.com? Now update all your existing users with a similar SQL statement: update users set emailaddress = [...] where emailaddress not like '%@mailhost.newdomain.com'; ...where [...] this time is the address that you want to migrate to (e.g. user at newdomain.com) And I'm using [...] because I don't know how to do the string magic you'll want to do in SQL. Hopefully you do, or someone else on the list can volunteer. Now do the prevention. I'd probably use the CanonicalizeEmailAddressMatch regex in RT_Config.pm (copy it to RT_SiteConfig.pm first, of course) to match both the old and new domain names, then set CanonicalizeEmailAddressReplace to output the new addresses only. I think that should cover it. Good luck! --j -- Jim Meyer, Geek at Large purp at acm.org From liuzmus at yahoo.com Sun Jun 18 04:30:04 2006 From: liuzmus at yahoo.com (Zhiming Liu) Date: Sun, 18 Jun 2006 01:30:04 -0700 (PDT) Subject: [rt-users] Help with RT3 install on RHEL3/4 Message-ID: <20060618083004.24896.qmail@web32802.mail.mud.yahoo.com> Hi, I have tried to install RT3.4.4/RT3.4.5 on RHEL3/4. I couldn't finish to install: HTML::Mason 1.23...MISSING HTTP::Server::Simple::Mason 0.09...MISSING Log::Dispatch 2.0...MISSING Thanks for help, Zhiming. __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From msnyder at servervault.com Sun Jun 18 04:53:52 2006 From: msnyder at servervault.com (Mathew Snyder) Date: Sun, 18 Jun 2006 04:53:52 -0400 Subject: [rt-users] Help with RT3 install on RHEL3/4 In-Reply-To: <20060618083004.24896.qmail@web32802.mail.mud.yahoo.com> References: <20060618083004.24896.qmail@web32802.mail.mud.yahoo.com> Message-ID: <449514A0.1080302@servervault.com> You could try installing the rpms. perl-HTML-Mason, perl-HTTP-Server-Simple-Mason, perl-Log-Dispatch. Mathew Snyder Systems Administrator Network+ ServerVault TechOps Zhiming Liu wrote: > Hi, I have tried to install RT3.4.4/RT3.4.5 on > RHEL3/4. I couldn't finish to install: HTML::Mason > 1.23...MISSING > HTTP::Server::Simple::Mason 0.09...MISSING > Log::Dispatch 2.0...MISSING > > Thanks for help, 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 doogles at doogles.com Sun Jun 18 09:18:16 2006 From: doogles at doogles.com (Jason A. Diegmueller) Date: Sun, 18 Jun 2006 09:18:16 -0400 (EDT) Subject: [rt-users] [Rt-announce] RT 3.6.0 Released In-Reply-To: <44946807.7040204@internode.com.au> References: <44921F95.5060101@internode.com.au> <44946807.7040204@internode.com.au> Message-ID: <20060618091603.A21488@spaceball1.doogles.com> > I had blindly copied the old RT_SiteConfig.pm into the new installation. So > there were at least one crucial directive missing: > > Set($WebDefaultStylesheet, '3.5-default'); Hrm. That should be okay, since RT_Config.pm contains that exact same line (along with comments above it explaining how you can also use 3.4-compat for an RT3.4-like interface). As such, if $WebDefaultStylesheet is undefined in RT_SiteConfig.pm, RT will pick the setting up from RT_Config.pm instead. In summary, I believe you should be able to just "copy over" RT_SiteConfig.pm without any ill effects. That's exactly what I've been doing in my RT 3.4->RT 3.6 migration efforts. -jd From liuzmus at yahoo.com Sun Jun 18 13:21:10 2006 From: liuzmus at yahoo.com (Zhiming Liu) Date: Sun, 18 Jun 2006 10:21:10 -0700 (PDT) Subject: [rt-users] Help with RT3 install on RHEL3/4 In-Reply-To: <449514A0.1080302@servervault.com> Message-ID: <20060618172110.47191.qmail@web32810.mail.mud.yahoo.com> Hi Matthew, I got it. After a lots of rpms installation, I installed them successful. Thanks, Zhiming. --- Mathew Snyder wrote: > You could try installing the rpms. perl-HTML-Mason, > perl-HTTP-Server-Simple-Mason, perl-Log-Dispatch. > > > Mathew Snyder > Systems Administrator > Network+ > ServerVault TechOps > > > > Zhiming Liu wrote: > > Hi, I have tried to install RT3.4.4/RT3.4.5 on > > RHEL3/4. I couldn't finish to install: HTML::Mason > > 1.23...MISSING > > HTTP::Server::Simple::Mason 0.09...MISSING > > Log::Dispatch 2.0...MISSING > > > > Thanks for help, 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 > > > __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From asmoore at edge.net Sun Jun 18 14:13:27 2006 From: asmoore at edge.net (Alex Moore) Date: Sun, 18 Jun 2006 13:13:27 -0500 Subject: [rt-users] 3.6.0 Ticket.html permissions Message-ID: <20060618131327.00000c55@sws602.mcsun.local> I upgraded from 3.4.5 to 3.6.0 and most everything seems fine. I ran the upgrade script, which gave no errors as well. perl is 5.8.8 on Solaris. 3.6.0 is considered the latest stable version. Correct? Sometimes, when I update tickets, I get a 403 Forbidden page that says 'You don't have permission to access /Ticket/Display.html on this server.' So far, the update does happen. The permissions for that page are 0755 owned by root:bin. The web server is Apache2 running as a non-root user, webservd. I see nothing unusual in the apache log or the rt log. I did the rm -fr statement for mason_data/obj and have restarted apache a few times now. Help please, Alex -- From purp at acm.org Sun Jun 18 14:39:43 2006 From: purp at acm.org (Jim Meyer) Date: Sun, 18 Jun 2006 11:39:43 -0700 Subject: [rt-users] LDAP Overlay Update: Account Autocreation In-Reply-To: <9F5C85218E0B6341ABA8C63A9E142B80708516@RALPH.fmggroup.com> References: <9F5C85218E0B6341ABA8C63A9E142B80708516@RALPH.fmggroup.com> Message-ID: Hello! On 6/16/06, John Parker wrote: > On your instructions do you mean create a file called > LdapAutocreateAuthCallback in the /Auth directory, or a file called Auth > in the autohandler directory? The latter -- /path/to/rt/local/html/Callbacks/LDAP/autohandler/Auth Cheers! --j -- Jim Meyer, Geek at Large purp at acm.org From liuzmus at yahoo.com Sun Jun 18 16:09:28 2006 From: liuzmus at yahoo.com (Zhiming Liu) Date: Sun, 18 Jun 2006 13:09:28 -0700 (PDT) Subject: [rt-users] Help, httpd start failed Message-ID: <20060618200928.1119.qmail@web32803.mail.mud.yahoo.com> Hi, I have installed RT3.4.4 on RHEL3. When I added "FastCgiServer /opt/rt3/bin/mason_handler.fcgi" in httpd.conf, I got httpd start failed. Thanks for help, Zhiming. __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From bishopg at bu.edu Sun Jun 18 17:22:03 2006 From: bishopg at bu.edu (George Bishop) Date: Sun, 18 Jun 2006 17:22:03 -0400 Subject: [rt-users] LDAP Custom action In-Reply-To: <20060618160007.4E9184D8125@diesel.bestpractical.com> References: <20060618160007.4E9184D8125@diesel.bestpractical.com> Message-ID: <4495C3FB.2000504@bu.edu> Does anyone have experience with writing custom actions with LDAP? I'm beginning to write a custom action to query a ldap server to get specific information on requesters when they send a help request. Is it ok to have "use Net::LDAP" in such an action, or does this need to be put elsewhere? Thanks in advance for any help. ~George From liuzmus at yahoo.com Sun Jun 18 20:01:07 2006 From: liuzmus at yahoo.com (Zhiming Liu) Date: Sun, 18 Jun 2006 17:01:07 -0700 (PDT) Subject: [rt-users] Help httpd.conf Message-ID: <20060619000107.2829.qmail@web32809.mail.mud.yahoo.com> Hi, Installed RT3.4.4 on RHEL3, modified httpd.conf: ServerAdmin root ServerName localhost DocumentRoot /opt/rt3/share/html/ AddDefaultCharset UTF-8 # Adding the following for RT (the ticket tracker) AddHandler fastcgi-script fcgi Options FollowSymLinks ExecCGI AllowOverride None # Pass through requests to for noauth Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ FastCgiIpcDir /tmp FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 4 Tried http://localhost, RT doesn't work. Thanks for help, Zhiming. __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From nazark at auska.com Sun Jun 18 20:46:40 2006 From: nazark at auska.com (Nazar Kulynych) Date: Sun, 18 Jun 2006 20:46:40 -0400 Subject: [rt-users] Help httpd.conf In-Reply-To: <20060619000107.2829.qmail@web32809.mail.mud.yahoo.com> References: <20060619000107.2829.qmail@web32809.mail.mud.yahoo.com> Message-ID: <4495F3F0.8050904@auska.com> This works for me. ServerName tickets.localhost.com DocumentRoot /www/apps/rt-3.4.5/share/html AddDefaultCharset UTF-8 # these four lines apply to Apache2+mod_perl2 only: {{{ RewriteEngine On RewriteRule ^(.*)/$ $1/index.html # }}} PerlModule Apache::DBI PerlRequire /www/apps/rt-3.4.5/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason Thanks Nazar Zhiming Liu wrote: > Hi, Installed RT3.4.4 on RHEL3, modified httpd.conf: > > ServerAdmin root > ServerName localhost > DocumentRoot /opt/rt3/share/html/ > AddDefaultCharset UTF-8 > # Adding the following for RT (the ticket tracker) > AddHandler fastcgi-script fcgi > > Options FollowSymLinks ExecCGI > AllowOverride None > > # Pass through requests to for noauth > Alias /NoAuth/images > /opt/rt3/share/html/NoAuth/images > ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ > > FastCgiIpcDir /tmp > FastCgiServer /opt/rt3/bin/mason_handler.fcgi > -idle-timeout 120 -processes 4 > > Tried http://localhost, RT doesn't work. Thanks for > help, Zhiming. > > __________________________________________________ > Do You Yahoo!? > Tired of spam? Yahoo! Mail has the best spam protection around > http://mail.yahoo.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > From ran.chen at net263.com Sun Jun 18 21:29:55 2006 From: ran.chen at net263.com (=?UTF-8?B?6ZmI54S2?=) Date: Mon, 19 Jun 2006 09:29:55 +0800 Subject: [rt-users] Help httpd.conf References: <20060619000107.2829.qmail@web32809.mail.mud.yahoo.com> Message-ID: <00ab01c6933f$dee6acc0$1cc6a8c0@CCF068A4B0192D> This works for me: NameVirtualHost *:80 ServerAdmin root # ServerName rt.example.com ServerName localhost ServerAlias localhost # DocumentRoot /var/www/html/ DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 # Adding the following for RT (the ticket tracker) AddHandler fastcgi-script fcgi Options FollowSymLinks ExecCGI AllowOverride None # Pass through requests to for noauth Alias /NoAuth/ /opt/rt3/share/html/NoAuth/ FastCgiIpcDir /tmp FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 4 ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ ----- Original Message ----- From: "Zhiming Liu" To: Sent: Monday, June 19, 2006 8:01 AM Subject: [rt-users] Help httpd.conf Hi, Installed RT3.4.4 on RHEL3, modified httpd.conf: ServerAdmin root ServerName localhost DocumentRoot /opt/rt3/share/html/ AddDefaultCharset UTF-8 # Adding the following for RT (the ticket tracker) AddHandler fastcgi-script fcgi Options FollowSymLinks ExecCGI AllowOverride None # Pass through requests to for noauth Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ FastCgiIpcDir /tmp FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 4 Tried http://localhost, RT doesn't work. Thanks for help, 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 liuzmus at yahoo.com Sun Jun 18 22:23:36 2006 From: liuzmus at yahoo.com (Zhiming Liu) Date: Sun, 18 Jun 2006 19:23:36 -0700 (PDT) Subject: [rt-users] Help httpd.conf Message-ID: <20060619022337.88110.qmail@web32807.mail.mud.yahoo.com> Hi, Installed RT3.4.4 on RHEL3, modified httpd.conf: ServerAdmin root ServerName localhost DocumentRoot /opt/rt3/share/html/ AddDefaultCharset UTF-8 # Adding the following for RT (the ticket tracker) AddHandler fastcgi-script fcgi Options FollowSymLinks ExecCGI AllowOverride None # Pass through requests to for noauth Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ FastCgiIpcDir /tmp FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 4 Tried http://localhost, RT doesn't work. Thanks for help, Zhiming. __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From liuzmus at yahoo.com Sun Jun 18 22:46:51 2006 From: liuzmus at yahoo.com (Zhiming Liu) Date: Sun, 18 Jun 2006 19:46:51 -0700 (PDT) Subject: [rt-users] Help httpd.conf In-Reply-To: <4495F3F0.8050904@auska.com> Message-ID: <20060619024651.56699.qmail@web32803.mail.mud.yahoo.com> Thanks for your email. I don't install Apache2. I use FastCGI. Zhiming. --- Nazar Kulynych wrote: > This works for me. > > > ServerName tickets.localhost.com > DocumentRoot /www/apps/rt-3.4.5/share/html > AddDefaultCharset UTF-8 > > # these four lines apply to Apache2+mod_perl2 > only: {{{ > RewriteEngine On > RewriteRule ^(.*)/$ $1/index.html > # }}} > > PerlModule Apache::DBI > PerlRequire /www/apps/rt-3.4.5/bin/webmux.pl > > > SetHandler perl-script > PerlHandler RT::Mason > > > > Thanks > Nazar > > > > Zhiming Liu wrote: > > Hi, Installed RT3.4.4 on RHEL3, modified > httpd.conf: > > > > ServerAdmin root > > ServerName localhost > > DocumentRoot /opt/rt3/share/html/ > > AddDefaultCharset UTF-8 > > # Adding the following for RT (the ticket > tracker) > > AddHandler fastcgi-script fcgi > > > > Options FollowSymLinks ExecCGI > > AllowOverride None > > > > # Pass through requests to for noauth > > Alias /NoAuth/images > > /opt/rt3/share/html/NoAuth/images > > ScriptAlias / > /opt/rt3/bin/mason_handler.fcgi/ > > > > FastCgiIpcDir /tmp > > FastCgiServer /opt/rt3/bin/mason_handler.fcgi > > -idle-timeout 120 -processes 4 > > > > Tried http://localhost, RT doesn't work. Thanks > for > > help, Zhiming. > > > > __________________________________________________ > > Do You Yahoo!? > > Tired of spam? Yahoo! Mail has the best spam > protection around > > http://mail.yahoo.com > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials > from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > > > > __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From liuzmus at yahoo.com Sun Jun 18 22:51:13 2006 From: liuzmus at yahoo.com (Zhiming Liu) Date: Sun, 18 Jun 2006 19:51:13 -0700 (PDT) Subject: [rt-users] Help httpd.conf In-Reply-To: <00ab01c6933f$dee6acc0$1cc6a8c0@CCF068A4B0192D> Message-ID: <20060619025113.80155.qmail@web32804.mail.mud.yahoo.com> Got your email, thanks. I tried yours, it still doesn't work. Should I configure other files or firewall? When I tried IP address instead of http://localhost, I got connection refused alert. Zhiming. --- ?????? wrote: > This works for me: > > > > NameVirtualHost *:80 > > > > ServerAdmin root > > # ServerName rt.example.com > > ServerName localhost > > ServerAlias localhost > > # DocumentRoot /var/www/html/ > > DocumentRoot /opt/rt3/share/html > > AddDefaultCharset UTF-8 > > # Adding the following for RT (the ticket tracker) > > AddHandler fastcgi-script fcgi > > > > Options FollowSymLinks ExecCGI > > AllowOverride None > > > > # Pass through requests to for noauth > > Alias /NoAuth/ /opt/rt3/share/html/NoAuth/ > > > > FastCgiIpcDir /tmp > > FastCgiServer /opt/rt3/bin/mason_handler.fcgi > -idle-timeout 120 -processes 4 > > ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi > > ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ > > > > > > > > > > > > ----- Original Message ----- > From: "Zhiming Liu" > To: > Sent: Monday, June 19, 2006 8:01 AM > Subject: [rt-users] Help httpd.conf > > > Hi, Installed RT3.4.4 on RHEL3, modified httpd.conf: > > ServerAdmin root > ServerName localhost > DocumentRoot /opt/rt3/share/html/ > AddDefaultCharset UTF-8 > # Adding the following for RT (the ticket > tracker) > AddHandler fastcgi-script fcgi > > Options FollowSymLinks ExecCGI > AllowOverride None > > # Pass through requests to for noauth > Alias /NoAuth/images > /opt/rt3/share/html/NoAuth/images > ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ > > FastCgiIpcDir /tmp > FastCgiServer /opt/rt3/bin/mason_handler.fcgi > -idle-timeout 120 -processes 4 > > Tried http://localhost, RT doesn't work. Thanks for > help, 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 > __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From spydrrrrr at gmail.com Sun Jun 18 22:56:42 2006 From: spydrrrrr at gmail.com (spydrrrrr at gmail.com) Date: Sun, 18 Jun 2006 22:56:42 -0400 Subject: [rt-users] Block email addresses? Message-ID: I am using fetchmail to get my mail to RT. Now the server I am getting my email from I do not have admin rights too... Is it possible from RT or the linux box RT is running from to block certain email addresses or domains Thanks? -------------- next part -------------- An HTML attachment was scrubbed... URL: From liuzmus at yahoo.com Sun Jun 18 23:35:40 2006 From: liuzmus at yahoo.com (Zhiming Liu) Date: Sun, 18 Jun 2006 20:35:40 -0700 (PDT) Subject: [rt-users] Help httpd.conf In-Reply-To: <00ab01c6933f$dee6acc0$1cc6a8c0@CCF068A4B0192D> Message-ID: <20060619033540.91744.qmail@web32810.mail.mud.yahoo.com> Hi, After rebooting my machine, your codes work. Thank you very much, Zhiming. --- ~{~} wrote: > This works for me: > > > > NameVirtualHost *:80 > > > > ServerAdmin root > > # ServerName rt.example.com > > ServerName localhost > > ServerAlias localhost > > # DocumentRoot /var/www/html/ > > DocumentRoot /opt/rt3/share/html > > AddDefaultCharset UTF-8 > > # Adding the following for RT (the ticket tracker) > > AddHandler fastcgi-script fcgi > > > > Options FollowSymLinks ExecCGI > > AllowOverride None > > > > # Pass through requests to for noauth > > Alias /NoAuth/ /opt/rt3/share/html/NoAuth/ > > > > FastCgiIpcDir /tmp > > FastCgiServer /opt/rt3/bin/mason_handler.fcgi > -idle-timeout 120 -processes 4 > > ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi > > ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ > > > > > > > > > > > > ----- Original Message ----- > From: "Zhiming Liu" > To: > Sent: Monday, June 19, 2006 8:01 AM > Subject: [rt-users] Help httpd.conf > > > Hi, Installed RT3.4.4 on RHEL3, modified httpd.conf: > > ServerAdmin root > ServerName localhost > DocumentRoot /opt/rt3/share/html/ > AddDefaultCharset UTF-8 > # Adding the following for RT (the ticket > tracker) > AddHandler fastcgi-script fcgi > > Options FollowSymLinks ExecCGI > AllowOverride None > > # Pass through requests to for noauth > Alias /NoAuth/images > /opt/rt3/share/html/NoAuth/images > ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ > > FastCgiIpcDir /tmp > FastCgiServer /opt/rt3/bin/mason_handler.fcgi > -idle-timeout 120 -processes 4 > > Tried http://localhost, RT doesn't work. Thanks for > help, 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 > __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From ran.chen at net263.com Mon Jun 19 00:45:26 2006 From: ran.chen at net263.com (=?UTF-8?B?6ZmI54S2?=) Date: Mon, 19 Jun 2006 12:45:26 +0800 Subject: [rt-users] Rich text massage displaying and rich text mail sending References: <20060619033540.91744.qmail@web32810.mail.mud.yahoo.com> Message-ID: <019001c6935b$2f36def0$1cc6a8c0@CCF068A4B0192D> Hi,list I'm wondering wether RT can display rich text in ticket display page and wether RT can send rich text mail. I've tried to set Set($PreferRichText, undef);to a true value but my RT seemed still couldn't be able to display rich text in any display page or mails that it sent. Thanks in advance for any help. Grant From purp at acm.org Mon Jun 19 00:58:10 2006 From: purp at acm.org (Jim Meyer) Date: Sun, 18 Jun 2006 21:58:10 -0700 Subject: [rt-users] LDAP Custom action In-Reply-To: <4495C3FB.2000504@bu.edu> References: <20060618160007.4E9184D8125@diesel.bestpractical.com> <4495C3FB.2000504@bu.edu> Message-ID: Hello! On 6/18/06, George Bishop wrote: > Does anyone have experience with writing custom actions with LDAP? I'm > beginning to write a custom action to query a ldap server to get > specific information on requesters when they send a help request. Is it > ok to have "use Net::LDAP" in such an action, or does this need to be > put elsewhere? Thanks in advance for any help. Assuming that you've already looked at the LDAP auth/info overlay (http://wiki.bestpractical.com/?LDAP), then I don't have a lot more to offer. However, I'm curious what sort of info and whether it could be mapped into the RT account's "Extra Info" field, then just looked up internal to RT rather than externally. That would also make the info easily available to scrip actions. Cheers! --j -- Jim Meyer, Geek at Large purp at acm.org From wchever at terracottatech.com Mon Jun 19 03:38:37 2006 From: wchever at terracottatech.com (Bill Chever) Date: Mon, 19 Jun 2006 00:38:37 -0700 Subject: [rt-users] Error after building custom fields In-Reply-To: <20060614041153.63A164D822C@diesel.bestpractical.com> Message-ID: <000001c69373$6524a3e0$1200fe0a@wchevepc> Hi all. Using RT 3.4.5. 15 custom fields I've been playing with Custom Fields, essentially to give Sales Engineers a way to enter the Organization to which the ticket is attached. I created my Custom Field, called Organization, and gave see/modify to privileged users and no rights to unprivs. That works fine, but on create, I get an error. Here's what happens when a priv user tries to create a new ticket... (Note that self service unpriv user tickets are created fine.) ******************************* System error error: Can't call method "Id" on an undefined value at /usr/local/rt3/lib/RT/Interface/Web.pm line 1137. context: ... 1131: 1132: # Build up a list of objects that we want to work with 1133: my %custom_fields_to_mod; 1134: foreach my $arg ( keys %$ARGSRef ) { 1135: if ( $arg =~ /^Object-([\w:]+)-(\d*)-CustomField-(\d+)-/ ) { 1136: # For each of those objects, find out what custom fields we want to work with. 1137: $custom_fields_to_mod{$1}{$2 || $args{'Object'}->Id}{$3} = 1; 1138: } 1139: } ... code stack: /usr/local/rt3/lib/RT/Interface/Web.pm:1135 /usr/local/rt3/lib/RT/Interface/Web.pm:1124 /usr/local/rt3/local/html/Callbacks/CustomFields/Ticket/Display.html/BeforeD isplay:3 /usr/local/rt3/share/html/Elements/Callback:83 /usr/local/rt3/share/html/Ticket/Display.html:152 /usr/local/rt3/share/html/Ticket/Create.html:289 /usr/local/rt3/share/html/autohandler:215 raw error ************** Anyone have an idea what I might have clobbered? Thanks in advance! From lobbin at gmail.com Mon Jun 19 06:23:56 2006 From: lobbin at gmail.com (Robin Ericsson) Date: Mon, 19 Jun 2006 12:23:56 +0200 Subject: [rt-users] Sending multipart text/html or just html Message-ID: Hi, I'd like to send text/html-multipart mail or even just html mail on outoing correspondence, but something seems to force the content-type header into text/plain. Any ideas how to solve it or what I'm doing wrong? -- regards, Robin From ghenry at suretecsystems.com Mon Jun 19 07:35:05 2006 From: ghenry at suretecsystems.com (Gavin Henry) Date: Mon, 19 Jun 2006 12:35:05 +0100 (BST) Subject: [rt-users] LdapOverlay and 3.6.0? Message-ID: <45280.192.168.100.90.1150716905.squirrel@webmail.suretecsystems.com> Dear all, We are ready to upgrade our clients RT instances to 3.6.0 from 3.4.5, but the only thing left is: http://wiki.bestpractical.com/index.cgi?LdapOverlay Has anyone tried this with 3.6.0? Thanks, Gavin. P.S. We upgraded from 3.4.5 fine, but we haven't setup LDAPOverlay for ourselves yet ;-) -- Kind Regards, Gavin Henry. Managing Director. T +44 (0) 1224 279484 M +44 (0) 7930 323266 F +44 (0) 1224 824887 E ghenry at suretecsystems.com Open Source. Open Solutions(tm). http://www.suretecsystems.com/ From iluvatar.dx at gmail.com Mon Jun 19 08:42:32 2006 From: iluvatar.dx at gmail.com (Eru) Date: Mon, 19 Jun 2006 05:42:32 -0700 Subject: [rt-users] RT for Windows Message-ID: <45d6f90b0606190542o5a451ean583569f6318a216c@mail.gmail.com> Hi, I just want to know if you have any info for setup RT in a Windows system, what do I need? is not able to install it in a Unix enviroment, so please help. Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From S.G.Tranter at lboro.ac.uk Mon Jun 19 09:41:38 2006 From: S.G.Tranter at lboro.ac.uk (Stewart Tranter) Date: Mon, 19 Jun 2006 14:41:38 +0100 Subject: [rt-users] RT for Windows In-Reply-To: <45d6f90b0606190542o5a451ean583569f6318a216c@mail.gmail.com> References: <45d6f90b0606190542o5a451ean583569f6318a216c@mail.gmail.com> Message-ID: <4496A992.4090907@lboro.ac.uk> Eru wrote: > Hi, > > I just want to know if you have any info for setup RT in a Windows system, > what do I need? > > is not able to install it in a Unix enviroment, so please help. The wiki can answer loads of your day-to-day questions. It has some info on installing and setting RT up: http://wiki.bestpractical.com/index.cgi?WindowsOSInstallGuide 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 spydrrrrr at gmail.com Mon Jun 19 10:23:56 2006 From: spydrrrrr at gmail.com (spydrrrrr at gmail.com) Date: Mon, 19 Jun 2006 10:23:56 -0400 Subject: [rt-users] Are my posts getting through to the list? Message-ID: Sorry about this. I have sent a fwe posts and they have not made it to the list... Is there an issue? -------------- next part -------------- An HTML attachment was scrubbed... URL: From netman at wayland.norfolk.sch.uk Mon Jun 19 09:44:56 2006 From: netman at wayland.norfolk.sch.uk (Ben Norcutt) Date: Mon, 19 Jun 2006 14:44:56 +0100 (BST) Subject: [rt-users] RT for Windows Message-ID: <12456259.1150724696673.JavaMail.root@presentation-04> ----Original Message---- From: iluvatar.dx at gmail.com Date: 19-Jun-2006 13:42 To: Subj: [rt-users] RT for Windows Hi, I just want to know if you have any info for setup RT in a Windows system, what do I need? is not able to install it in a Unix enviroment, so please help. Thanks Follow the installation guide for windows: http://wiki.bestpractical.com/index.cgi?WindowsOSInstallGuide Ben Norcutt Network Manager Wayland Community High School Releasing the Spirit of Success .. From netman at wayland.norfolk.sch.uk Mon Jun 19 10:50:46 2006 From: netman at wayland.norfolk.sch.uk (Ben Norcutt) Date: Mon, 19 Jun 2006 15:50:46 +0100 (BST) Subject: [rt-users] $Ticket function Message-ID: <18477505.1150728646456.JavaMail.root@presentation-04> I want to duplicate the ticket I own on my pda using outlook. What I have is some code in outlook that is run from a rule that looks for email to ben-pda at rt.local when email to this address is seen it converts it into a task so the next time I sync my pda I have a list of task to do that relate to my RT tickets. What I can't seem to get it to do though is to included the history of the ticket in these bounced emails. I've done a scrip that on owner change it email the owner but I don't know what to put in to include the body of the ticket. I can get the queue, and subject but not the history. Ben Norcutt Network Manager Wayland Community High School Releasing the Spirit of Success .. From plabonte at gmail.com Mon Jun 19 10:44:59 2006 From: plabonte at gmail.com (Phil) Date: Mon, 19 Jun 2006 10:44:59 -0400 Subject: [rt-users] RT level email blocking Message-ID: <4527aede0606190744g78eaa4b0q559344511e16bcdf@mail.gmail.com> Is it possible to block email addresses at the RT level no matter how email gets to your RT server? I am using fetchmail, and no I do not have access to the mail server or the ability to block email from it. Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From iluvatar.dx at gmail.com Mon Jun 19 11:21:24 2006 From: iluvatar.dx at gmail.com (Eru) Date: Mon, 19 Jun 2006 08:21:24 -0700 Subject: [rt-users] RT for Windows In-Reply-To: <4496A992.4090907@lboro.ac.uk> References: <45d6f90b0606190542o5a451ean583569f6318a216c@mail.gmail.com> <4496A992.4090907@lboro.ac.uk> Message-ID: <45d6f90b0606190821y37b28009s338ef7ca1338b47b@mail.gmail.com> good point, the RT exe (win32) on the bestpractical site can't get the packages, the http://p4.elixus.org/dist/ site is not available and seems to the SecureScout version is working. It's possible to compile the souce for win32 and using what tools? by the way, the wiki page for windows is very poor. I know, I know, this is not a windows tool. thanks for your help. On 6/19/06, Stewart Tranter wrote: > > Eru wrote: > > Hi, > > > > I just want to know if you have any info for setup RT in a Windows > system, > > what do I need? > > > > is not able to install it in a Unix enviroment, so please help. > > The wiki can answer loads of your day-to-day questions. It has some > info on installing and setting RT up: > > http://wiki.bestpractical.com/index.cgi?WindowsOSInstallGuide > > 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 > ------------------------------------------------ > -------------- next part -------------- An HTML attachment was scrubbed... URL: From keith at midnighthax.com Mon Jun 19 12:18:46 2006 From: keith at midnighthax.com (Keith Edmunds) Date: Mon, 19 Jun 2006 17:18:46 +0100 Subject: [rt-users] CommandByMail installation problems Message-ID: <4496CE66.9010007@midnighthax.com> I've not installed an RT extension before so I may well be missing something obvious. Trying to install CommandByMail, first problem: Can't locate inc/Module/Install.pm in @INC... - which I fixed by a CPAN install Module::Install Next problem: Cannot autoload main - main::AUTOLOAD... - which I fixed by a CPAN install Module::Install::RTx Now I get: $ perl Makefile.PL include /home/kae/inc/Module/Install.pm include inc/Module/Install/RTx.pm include inc/Module/Install/Base.pm include inc/Module/Install/Metadata.pm Could not open 'lib/RT/Extension/CommandByMail.pm': No such file or directory at /usr/share/perl/5.8/ExtUtils/MM_Unix.pm line 3062. Of course I have CommandByMail.pm, but I'm not sure where to put it (I've tried creating /usr/share/request-tracker3.4/lib/RT/Extension and putting it there, but to no avail). I'd be grateful for a pointer in the right direction. Thanks From todd at chaka.net Mon Jun 19 12:48:14 2006 From: todd at chaka.net (Todd Chapman) Date: Mon, 19 Jun 2006 12:48:14 -0400 Subject: [rt-users] RT level email blocking In-Reply-To: <4527aede0606190744g78eaa4b0q559344511e16bcdf@mail.gmail.com> References: <4527aede0606190744g78eaa4b0q559344511e16bcdf@mail.gmail.com> Message-ID: <20060619164814.GE30623@chaka.net> Have fetchmail use procmail locally. On Mon, Jun 19, 2006 at 10:44:59AM -0400, Phil wrote: > Is it possible to block email addresses at the RT level no matter how email > gets to your RT server? > I am using fetchmail, and no I do not have access to the mail server or the > ability to block email from it. > > 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 wchever at terracottatech.com Mon Jun 19 13:01:31 2006 From: wchever at terracottatech.com (Bill Chever) Date: Mon, 19 Jun 2006 10:01:31 -0700 Subject: [rt-users] Set user rights with scrip? In-Reply-To: <20060619160006.870C64D818E@diesel.bestpractical.com> Message-ID: <000b01c693c2$031ae2f0$5d00000a@wchevepc> RT is so cool. >From the wiki; "A ScripAction can access and change the current instance of the following objects: Scrip Ticket Transaction Template " I need to be able to affect a user's access rights with a scrip. Scenario: I want to allow anyone to send requests into Support Like most you, I get lots of messages offering me PE patches, Viagra, and partnerships with African ex-dignitaries I need an easy way to manage and reduce spam without missing that possible "We love your product and have $1M to spend." Solution: Have SpamAssasin insert **Possible SPAM** into the Subject line of suspected spam (working) Have RT check the Subject line and if 'Possible SPAM' is present, move the ticket to the 'Trash' queue while also bypassing the AutoReply and Notify scrips (working) At some pre-defined schedule, have a human look at the Trash queue, use Update multiple tickets, check all and set Status to 'deleted.' One very cool thing I've discovered is that if a user exists in RT, and you uncheck "Let this user access RT", the next time that same user attempts to send a message, RT will reject it, not create the ticket, and send the user a terse note explaining that they do not have create ticket rights. That would enable me to prevent any more spam from that same user, and save my ticket numbers in the process. So I want to create a script that does - Condition: Status eq 'deleted' and Queue eq 'Trash' Action: $RequestorObj->SetRights("Access",0) Or similar. Is it possible? Right now I can accomplish this manually, but mass updates are so much better. Thanks in advance! Bill From todd at chaka.net Mon Jun 19 13:23:04 2006 From: todd at chaka.net (Todd Chapman) Date: Mon, 19 Jun 2006 13:23:04 -0400 Subject: [rt-users] Set user rights with scrip? In-Reply-To: <000b01c693c2$031ae2f0$5d00000a@wchevepc> References: <20060619160006.870C64D818E@diesel.bestpractical.com> <000b01c693c2$031ae2f0$5d00000a@wchevepc> Message-ID: <20060619172304.GF30623@chaka.net> On Mon, Jun 19, 2006 at 10:01:31AM -0700, Bill Chever wrote: > RT is so cool. > > >From the wiki; > "A ScripAction can access and change the current instance of the following > objects: > > Scrip > Ticket > Transaction > Template " > > I need to be able to affect a user's access rights with a scrip. > > Scenario: > I want to allow anyone to send requests into Support > Like most you, I get lots of messages offering me PE patches, Viagra, and > partnerships with African ex-dignitaries > I need an easy way to manage and reduce spam without missing that possible > "We love your product and have $1M to spend." > > Solution: > Have SpamAssasin insert **Possible SPAM** into the Subject line of suspected > spam (working) > Have RT check the Subject line and if 'Possible SPAM' is present, move the > ticket to the 'Trash' queue while also bypassing the AutoReply and Notify > scrips (working) > > At some pre-defined schedule, have a human look at the Trash queue, use > Update multiple tickets, check all and set Status to 'deleted.' > > One very cool thing I've discovered is that if a user exists in RT, and you > uncheck "Let this user access RT", the next time that same user attempts to > send a message, RT will reject it, not create the ticket, and send the user > a terse note explaining that they do not have create ticket rights. That > would enable me to prevent any more spam from that same user, and save my > ticket numbers in the process. > > So I want to create a script that does - > > Condition: Status eq 'deleted' and Queue eq 'Trash' > Action: $RequestorObj->SetRights("Access",0) > > Or similar. Is it possible? Right now I can accomplish this manually, but > mass updates are so much better. > Yes, this can be done. Create a scrip on the Trash queue. Custom condition of $self->TransactionObj->Type eq 'Status' and $self->TicketObj->Status eq 'deleted'. $self->TicketObj->Requestors will give an RT::Group of requestors. For each requestor you can get the RT:User object at call $UserObj->SetPrivileged(0). -Todd From wchever at terracottatech.com Mon Jun 19 14:14:14 2006 From: wchever at terracottatech.com (Bill Chever) Date: Mon, 19 Jun 2006 11:14:14 -0700 Subject: [rt-users] Set user rights with scrip? In-Reply-To: <20060619172304.GF30623@chaka.net> Message-ID: <001601c693cc$2bc5e9c0$5d00000a@wchevepc> Todd, That's great and thanks for the quick reply. Excuse my ignorance, but how do I get from the Requestors RT Group to the UserObj? In this case, I'm assuming only one Requestor. $self->TicketObj->Requestors->< missing this >$UserObj->SetPrivileged(0); return 1; Bill -----Original Message----- From: Todd Chapman [mailto:todd at chaka.net] Sent: Monday, June 19, 2006 10:23 AM To: Bill Chever Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Set user rights with scrip? On Mon, Jun 19, 2006 at 10:01:31AM -0700, Bill Chever wrote: > RT is so cool. > > >From the wiki; > "A ScripAction can access and change the current instance of the > following > objects: > > Scrip > Ticket > Transaction > Template " > > I need to be able to affect a user's access rights with a scrip. > > Scenario: > I want to allow anyone to send requests into Support Like most you, I > get lots of messages offering me PE patches, Viagra, and partnerships > with African ex-dignitaries I need an easy way to manage and reduce > spam without missing that possible "We love your product and have $1M > to spend." > > Solution: > Have SpamAssasin insert **Possible SPAM** into the Subject line of > suspected spam (working) Have RT check the Subject line and if > 'Possible SPAM' is present, move the ticket to the 'Trash' queue while > also bypassing the AutoReply and Notify scrips (working) > > At some pre-defined schedule, have a human look at the Trash queue, > use Update multiple tickets, check all and set Status to 'deleted.' > > One very cool thing I've discovered is that if a user exists in RT, > and you uncheck "Let this user access RT", the next time that same > user attempts to send a message, RT will reject it, not create the > ticket, and send the user a terse note explaining that they do not > have create ticket rights. That would enable me to prevent any more > spam from that same user, and save my ticket numbers in the process. > > So I want to create a script that does - > > Condition: Status eq 'deleted' and Queue eq 'Trash' > Action: $RequestorObj->SetRights("Access",0) > > Or similar. Is it possible? Right now I can accomplish this > manually, but mass updates are so much better. > Yes, this can be done. Create a scrip on the Trash queue. Custom condition of $self->TransactionObj->Type eq 'Status' and $self->TicketObj->Status eq 'deleted'. $self->TicketObj->Requestors will give an RT::Group of requestors. For each requestor you can get the RT:User object at call $UserObj->SetPrivileged(0). -Todd From jauty at indiana.edu Mon Jun 19 14:37:59 2006 From: jauty at indiana.edu (Joe Auty) Date: Mon, 19 Jun 2006 14:37:59 -0400 Subject: [rt-users] reply-to email address woes Message-ID: <40AA7748-00B6-4BE5-8216-0E2832AD9CAF@indiana.edu> Hello, I've been struggling with getting RT to grab the correct domain to use as a reply-to address. To circumvent this, I started using Postfix's sender_canonical rewriting feature. This has worked well, except there is no human readable name attached to the rewrite addresses. Is there a way to hard-code in a reply-to domain into RT that would basically say "no matter what, send out email with this reply-to address"? Whatever I sent in the web interface seems to be ignored. Thanks in advance for your help, I hope this question makes sense! ----------- Joe Auty UITS Messaging Indiana University jauty at indiana.edu -------------- 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 sturner at MIT.EDU Mon Jun 19 14:55:05 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 19 Jun 2006 14:55:05 -0400 Subject: [rt-users] Set user rights with scrip? In-Reply-To: <001601c693cc$2bc5e9c0$5d00000a@wchevepc> References: <20060619172304.GF30623@chaka.net> <001601c693cc$2bc5e9c0$5d00000a@wchevepc> Message-ID: <6.2.3.4.2.20060619145314.0362c218@po14.mit.edu> At Monday 6/19/2006 02:14 PM, Bill Chever wrote: >Todd, > >That's great and thanks for the quick reply. Excuse my ignorance, but how >do I get from the Requestors RT Group to the UserObj? In this case, I'm >assuming only one Requestor. > >$self->TicketObj->Requestors->< missing this >$UserObj->SetPrivileged(0); >return 1; > >Bill Bill, A ticket can have more than one requestor, so you can't do what you want in one line. $self->TicketObj->Requestors returns a Group object, so you'll have to work with that object to pull out the individual requestors. Steve From alexchorny at gmail.com Mon Jun 19 15:04:23 2006 From: alexchorny at gmail.com (Alexandr Ciornii) Date: Mon, 19 Jun 2006 22:04:23 +0300 Subject: [rt-users] RT for Windows In-Reply-To: <45d6f90b0606190821y37b28009s338ef7ca1338b47b@mail.gmail.com> References: <45d6f90b0606190542o5a451ean583569f6318a216c@mail.gmail.com> <4496A992.4090907@lboro.ac.uk> <45d6f90b0606190821y37b28009s338ef7ca1338b47b@mail.gmail.com> Message-ID: <2f1541220606191204q11813d6eu602669e0dc7ff15e@mail.gmail.com> Hello! 2006/6/19, Eru : > It's possible to compile the souce for win32 and using what tools? > I've tried to do it, compiled many modules for Win32 (will publish them later, when this quest will be complete). Problem is that installation script is written for bash. Now I'm trying to do this with Cygwin (writing now this: http://wiki.bestpractical.com/index.cgi?CygwinProblems, but I did not recorded all problems that I've encountered earlier). During this quest, I've patched several modules, reported many errors & it is not finished yet :). But as I see, not many module authors are reading rt.cpan org, so problems remain. -- WBR, Sasha mailto:alexchorny at gmail.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From jauty at indiana.edu Mon Jun 19 15:23:55 2006 From: jauty at indiana.edu (Joe Auty) Date: Mon, 19 Jun 2006 15:23:55 -0400 Subject: [rt-users] CommandByMail installation problems In-Reply-To: <4496CE66.9010007@midnighthax.com> References: <4496CE66.9010007@midnighthax.com> Message-ID: <376279C8-0447-42E2-BDBD-0B7B5A45E911@indiana.edu> Keith, I installed CommandByMail in RT 3.6, and it was easy. It was simply a case of compiling, installing, applying the included patch, and adding the include line in the site config file as instructed in the included documentation. I don't think that it needed any dependencies, as I don't recall having to install anything new to get it to work. Hope this helps... On Jun 19, 2006, at 12:18 PM, Keith Edmunds wrote: > I've not installed an RT extension before so I may well be missing > something obvious. Trying to install CommandByMail, first problem: > > Can't locate inc/Module/Install.pm in @INC... > > - which I fixed by a CPAN install Module::Install > > Next problem: > > Cannot autoload main - main::AUTOLOAD... > > - which I fixed by a CPAN install Module::Install::RTx > > Now I get: > > $ perl Makefile.PL > include /home/kae/inc/Module/Install.pm > include inc/Module/Install/RTx.pm > include inc/Module/Install/Base.pm > include inc/Module/Install/Metadata.pm > Could not open 'lib/RT/Extension/CommandByMail.pm': No such file or > directory at /usr/share/perl/5.8/ExtUtils/MM_Unix.pm line 3062. > > Of course I have CommandByMail.pm, but I'm not sure where to put it > (I've tried creating /usr/share/request-tracker3.4/lib/RT/Extension > and > putting it there, but to no avail). > > I'd be grateful for a pointer in the right direction. > > 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 ----------- Joe Auty UITS Messaging Indiana University jauty at indiana.edu -------------- 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 Darren.Kemp at xerox.com Mon Jun 19 14:30:49 2006 From: Darren.Kemp at xerox.com (Kemp, Darren) Date: Mon, 19 Jun 2006 14:30:49 -0400 Subject: [rt-users] Logout Issues Message-ID: <6C353FB57990C640BE1C098BF284AC1B747DB3@usa0300ms04.na.xerox.net> We have RT up and running and the only issue I am dealing with now is the logout button does not work. It attempts to redirect me to: http://rt.xdocs.com/NoAuth/<%$URL%> Obviously the <%$URL%> translation is not happening as it should. has anyone found a workaround to this? Thanks -dkk Darren Kemp XGS Darren.Kemp at xerox.com (585)264-5031 -------------- next part -------------- An HTML attachment was scrubbed... URL: From wchever at terracottatech.com Mon Jun 19 15:46:17 2006 From: wchever at terracottatech.com (Bill Chever) Date: Mon, 19 Jun 2006 12:46:17 -0700 Subject: [rt-users] Set user rights with scrip? In-Reply-To: <6.2.3.4.2.20060619145314.0362c218@po14.mit.edu> Message-ID: <002101c693d9$085f56d0$5d00000a@wchevepc> Steve, Thanks, but "so you'll have to work with that object to pull out the individual requestors." is exactly what I am having trouble tracking down. How do I "work with the Group object" and where would it be documented as to what objects are actually available to me? Thanks for the answer! Bill From plabonte at gmail.com Mon Jun 19 15:55:19 2006 From: plabonte at gmail.com (Phil) Date: Mon, 19 Jun 2006 15:55:19 -0400 Subject: [rt-users] RT level email blocking In-Reply-To: <20060619164814.GE30623@chaka.net> References: <4527aede0606190744g78eaa4b0q559344511e16bcdf@mail.gmail.com> <20060619164814.GE30623@chaka.net> Message-ID: <4527aede0606191255j259aaa54ybe42844b486ab91@mail.gmail.com> So I am trying to use procmail to filter out my messages... however I am running into a problem... With fetchmail alone everything works fine... then if I use procmail I can see the messages getting onto my linux box but rt-mailgate does not seem to firing... my procmailrc file is very simple: # .procmailrc file PATH=/usr/sbin:/usr/bin MAILDIR=/var/spool/mail I can see the message in the root file under mail directory... but rt-mailgate does not pick them up when I issue: fetchmail -m "/usr/bin/procmail -f %F" but if I just simply use: fetchmail everything works fine.... any thoughts? or help... On 6/19/06, Todd Chapman wrote: > > Have fetchmail use procmail locally. > > On Mon, Jun 19, 2006 at 10:44:59AM -0400, Phil wrote: > > Is it possible to block email addresses at the RT level no matter how > email > > gets to your RT server? > > I am using fetchmail, and no I do not have access to the mail server or > the > > ability to block email from it. > > > > Thanks > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > -------------- next part -------------- An HTML attachment was scrubbed... URL: From steve.hache at distributel.ca Mon Jun 19 15:47:23 2006 From: steve.hache at distributel.ca (=?iso-8859-1?Q?Steve_Hach=E9?=) Date: Mon, 19 Jun 2006 15:47:23 -0400 Subject: [rt-users] Escalating ticket from one queue to another Message-ID: Hello We have designed our RT queues in a hierarchy format. Layout is as follows, from low level to high level or prioritization. Sales Tech support NOC managers We would like to have the ability for a ticket in one of the lower queues to be escalated (say via a html link) to the next higher queue. So for example, a sales user can hit a button in RT and have their ticket escalated up to the Tech Support level. Through advise I found in the list, custom field transfer is not going to happen which is ok, we will just link the tickets together as suggested. I have been able to get the ball rolling by giving SeeQueue, CreateTicket, and ShowTicket rights to the lower queue group of users in the upper queue. For example I have added SeeQueue, CreateTicket, and ShowTicket to the Sales group in the Tech support queue. The trouble with this is that now the sales group can see the tech support tickets and if we continue the same idea, everyone will be able to see everyone's tickets. We do not want this to happen if possible. Higher queue groups do not want to have to see the lower queue group tickets. Is this at all possible through scrips or something of the like? Not too familiar with scrips. Or can this be done at all? Any other queue layout ideas? Thanks Steve Hache -------------- next part -------------- An HTML attachment was scrubbed... URL: From jcolson at voidgate.org Mon Jun 19 16:25:56 2006 From: jcolson at voidgate.org (Joshua Colson) Date: Mon, 19 Jun 2006 13:25:56 -0700 Subject: [rt-users] Escalating ticket from one queue to another In-Reply-To: References: Message-ID: <1150748756.6523.13.camel@s60r.ination.com> On Mon, 2006-06-19 at 15:47 -0400, Steve Hach? wrote: > > Through advise I found in the list, custom field transfer is not going > to happen which is ok, we will just link the tickets together as > suggested. If you're using Global custom fields they should persist across queue changes. -- Joshua Colson From sturner at MIT.EDU Mon Jun 19 16:29:13 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 19 Jun 2006 16:29:13 -0400 Subject: [rt-users] Set user rights with scrip? In-Reply-To: <002101c693d9$085f56d0$5d00000a@wchevepc> References: <6.2.3.4.2.20060619145314.0362c218@po14.mit.edu> <002101c693d9$085f56d0$5d00000a@wchevepc> Message-ID: <6.2.3.4.2.20060619161525.0362a450@po14.mit.edu> At Monday 6/19/2006 03:46 PM, Bill Chever wrote: > >Steve, > >Thanks, but "so you'll have to work with that object to pull out the >individual requestors." is exactly what I am having trouble tracking down. >How do I "work with the Group object" and where would it be documented as to >what objects are actually available to me? > >Thanks for the answer! > >Bill You can see the perl API docs with perldoc - assuming the $RTHOME/lib directory is in your perl library path, do: perldoc RT::Ticket_Overlay to see the methods in the Ticket object. This should get you the Group's members in an RT::GroupMembers collection object: my $requestors = $self->TicketObj->Requestors->MembersObj Then to work with each requestor, while (my $req = $requestors->Next) { my $req_principal = $req->MemberObj; if ($req_principal->IsUser) { $req_principal->Object->SetPrivileged(0); } } The variables above represent these kind of objects: $requestors - RT::GroupMembers $req - RT::GroupMember $req_principal - RT::Principal This seems cumbersome, and maybe there's a more streamlined way, but it should do what you want. The if statement may be unnecessary ( I think requestors are always users, not groups) but it doesn't hurt. Steve From wchever at terracottatech.com Mon Jun 19 17:37:50 2006 From: wchever at terracottatech.com (Bill Chever) Date: Mon, 19 Jun 2006 14:37:50 -0700 Subject: [rt-users] Set user rights with scrip? In-Reply-To: <6.2.3.4.2.20060619161525.0362a450@po14.mit.edu> Message-ID: <002d01c693e8$9d154370$5d00000a@wchevepc> Alrighty then! This is great information, Stephen. Thanks! Only one problem - The right I want to revoke is the "Let this user access RT" right, not "Let this user be granted rights" which is what gets changed by the SetPrivileged. Is there a SetAccess equivalent? Bill -----Original Message----- From: Stephen Turner [mailto:sturner at MIT.EDU] Sent: Monday, June 19, 2006 1:29 PM To: Bill Chever Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] Set user rights with scrip? At Monday 6/19/2006 03:46 PM, Bill Chever wrote: > >Steve, > >Thanks, but "so you'll have to work with that object to pull out the >individual requestors." is exactly what I am having trouble tracking down. >How do I "work with the Group object" and where would it be documented >as to what objects are actually available to me? > >Thanks for the answer! > >Bill You can see the perl API docs with perldoc - assuming the $RTHOME/lib directory is in your perl library path, do: perldoc RT::Ticket_Overlay to see the methods in the Ticket object. This should get you the Group's members in an RT::GroupMembers collection object: my $requestors = $self->TicketObj->Requestors->MembersObj Then to work with each requestor, while (my $req = $requestors->Next) { my $req_principal = $req->MemberObj; if ($req_principal->IsUser) { $req_principal->Object->SetPrivileged(0); } } The variables above represent these kind of objects: $requestors - RT::GroupMembers $req - RT::GroupMember $req_principal - RT::Principal This seems cumbersome, and maybe there's a more streamlined way, but it should do what you want. The if statement may be unnecessary ( I think requestors are always users, not groups) but it doesn't hurt. Steve From amit.poddar at yale.edu Mon Jun 19 17:46:36 2006 From: amit.poddar at yale.edu (amit.poddar at yale.edu) Date: Mon, 19 Jun 2006 17:46:36 -0400 Subject: [rt-users] Set user rights with scrip? In-Reply-To: <002d01c693e8$9d154370$5d00000a@wchevepc> References: <002d01c693e8$9d154370$5d00000a@wchevepc> Message-ID: <20060619174636.0ef58owxfkwoccgc@www.mail.yale.edu> $req_principal->Object->PrincipalObj->SetDisabled(1); When You revoke "Let this user access RT" in effect you are disabling the user's principal object. Quoting Bill Chever : > Alrighty then! > > This is great information, Stephen. Thanks! > > Only one problem - The right I want to revoke is the "Let this user access > RT" right, not "Let this user be granted rights" which is what gets changed > by the SetPrivileged. Is there a SetAccess equivalent? > > Bill > -----Original Message----- > From: Stephen Turner [mailto:sturner at MIT.EDU] > Sent: Monday, June 19, 2006 1:29 PM > To: Bill Chever > Cc: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] Set user rights with scrip? > > At Monday 6/19/2006 03:46 PM, Bill Chever wrote: >> >> Steve, >> >> Thanks, but "so you'll have to work with that object to pull out the >> individual requestors." is exactly what I am having trouble tracking down. >> How do I "work with the Group object" and where would it be documented >> as to what objects are actually available to me? >> >> Thanks for the answer! >> >> Bill > > You can see the perl API docs with perldoc - assuming the $RTHOME/lib > directory is in your perl library path, do: > > perldoc RT::Ticket_Overlay > > to see the methods in the Ticket object. > > This should get you the Group's members in an RT::GroupMembers collection > object: > > my $requestors = $self->TicketObj->Requestors->MembersObj > > Then to work with each requestor, > > while (my $req = $requestors->Next) { > my $req_principal = $req->MemberObj; > if ($req_principal->IsUser) { > $req_principal->Object->SetPrivileged(0); > } > } > > The variables above represent these kind of objects: > > $requestors - RT::GroupMembers > $req - RT::GroupMember > $req_principal - RT::Principal > > This seems cumbersome, and maybe there's a more streamlined way, but it > should do what you want. The if statement may be unnecessary ( I think > requestors are always users, not groups) but it doesn't hurt. > > 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 ted at impulse.net Mon Jun 19 18:38:38 2006 From: ted at impulse.net (Ted Cabeen) Date: Mon, 19 Jun 2006 15:38:38 -0700 Subject: [rt-users] Merging two RT installations? Message-ID: <87y7vsixe9.fsf@gray.impulse.net> I have two RT installations that I'd like to merge. One is a legacy RT2 installation and the other is RT3. So far in testing, I have successfully imported the RT2 database into a RT 3.6 installation. I'm willing to add a constant number to one set of tickets, thus losing the connection between past emails for those tickets, as one of the systems has been largely unused recently, but which has a nice collection of historical data that I want to preserve. Is there any way to do this? I was thinking I could increment all of the id sequences in a pristine RT database before I import the RT2 data to prevent transaction and other id overlap. Then I could dump all of the RT3 data, increment the Id columns and references in the dumpfile and restore the RT3 data into the database that already contains the RT2 data. Would that work? If not, is there a better way to do something crazy like this? :) -- Ted Cabeen Sr. Systems/Network Administrator Impulse Internet Services LLC From dyang at pactecsoft.com Tue Jun 20 08:05:02 2006 From: dyang at pactecsoft.com (david yang) Date: Tue, 20 Jun 2006 05:05:02 -0700 Subject: [rt-users] RT upgrade from rt 3.0.6 to rt 3.4.5 Message-ID: Hi guys, Currently I have one RT machine,which runs RT version 3.0.6, now I want to upgrade to one new version.But after I installed and configured RT 3.4.5 on the other machine, when I switched it,it appears following phonemon: Some mail boxes send mail to one queue's mail address,it can generate tickets in the queues. some mail boxes send mail to the same queues's mail address, but it can't generate tickets. That's so strange,I don't know how to fix it. Also ,the apache errror log comes out any error messages, it indicates it doesn't have any permission to create tickets. [Tue Jun 20 01:38:55 2006] [error]: Create failed: 0 / 0 / No permission to create tickets in the queue 'yaplock-support' (/opt/rt3/lib/RT/Interface/Email.pm:779) [Tue Jun 20 01:44:05 2006] [crit]: No permission to create tickets in the queue 'spy-support' (/opt/rt3/lib/RT/Interface/Email.pm:773) [Tue Jun 20 01:44:05 2006] [error]: Create failed: 0 / 0 / No permission to create tickets in the queue 'spy-support' (/opt/rt3/lib/RT/Interface/Email.pm:779) [Tue Jun 20 02:05:06 2006] [crit]: No permission to create tickets in the queue 'yaplock-support' (/opt/rt3/lib/RT/Interface/Email.pm:773) [Tue Jun 20 02:05:06 2006] [error]: Create failed: 0 / 0 / No permission to create tickets in the queue 'yaplock-support' (/opt/rt3/lib/RT/Interface/Email.pm:779) [Tue Jun 20 02:09:09 2006] [crit]: No permission to create tickets in the queue 'yaplock-support' (/opt/rt3/lib/RT/Interface/Email.pm:773) [Tue Jun 20 02:09:09 2006] [error]: Create failed: 0 / 0 / No permission to create tickets in the queue 'yaplock-support' (/opt/rt3/lib/RT/Interface/Email.pm:779) This problem has blocked me for about 2 weeks, who can help me? Thanks greatly in advance! ________________________________ David Yang msn:yangweibing at msn.com skype:ywbadmin -----????----- ???: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] ?? rt-users-request at lists.bestpractical.com ????: 2006?6?13? 5:00 ???: rt-users at lists.bestpractical.com ??: RT-Users Digest, Vol 27, Issue 31 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. rt as secondary website (Justin R Findlay) 2. Re: RT CLI comment problem (Jesse Vincent) 3. Re: RT CLI comment problem (Joel Peter Anderson) 4. Adding new system rights (Mark A Bentley) 5. Rt3.012 help (Brent) 6. Re: The "fsck.com-rt-" URI scheme (Jason Fenner) 7. RE: The "fsck.com-rt-" URI scheme (Philip Kime) 8. RE: rt as secondary website (Duncan Shannon) ---------------------------------------------------------------------- Message: 1 Date: Mon, 12 Jun 2006 12:54:58 -0600 From: Justin R Findlay Subject: [rt-users] rt as secondary website To: rt-users at lists.bestpractical.com Message-ID: <20060612185458.GE29042 at jfindlay.us> Content-Type: text/plain; charset=us-ascii I have a server that I would like to get rt running on but I've come to a couple of problems that I can't resolve myself. The machine is CentOS 4.3 and I've followed the install guide for RHEL4 and have everything installed and ready except I can't figure out how to get to the web interface. I thought I could run it under the html document tree of one of the virtual hosts on the box (that we control) but I can't seem to get rt to work on a URL like http://www.example.com/path/to/rt3 and I can't clobber the site already running on http://www.example.com. Another option I've thought of is to run rt on the domain name of the server, http://host.net, but the websites we host (say http://www.website.com) in the interest of having a signed cert for their secure web pages host them on the server's DN: https://host.net/~website.com/secure/index.html and I don't want to interfere with this. I hope this makes enough sense to be understandable. I'm sure there's a way to do it. I'm just not versed with apache and WWW enough to know how to proceed. Justin ------------------------------ Message: 2 Date: Mon, 12 Jun 2006 15:36:16 -0400 From: Jesse Vincent Subject: Re: [rt-users] RT CLI comment problem To: Joel Peter Anderson Cc: rt-users at lists.bestpractical.com Message-ID: <20060612193615.GX8022 at bestpractical.com> Content-Type: text/plain; charset=us-ascii On Mon, Jun 12, 2006 at 01:58:28PM -0500, Joel Peter Anderson wrote: > > We're working on a transition from a system running RT 3.0.12 to 3.4.5 and > I've run into a problem using the RT CLI - which is important to me > because I've built a bunch of automation on top of the RT CLI commands. > > As far as I've tested, all the existing CLI functionality exists ... > *EXCEPT* for adding comments. Any attempt add a comment with the CLI gets > this terse response: This is fixed in RT 3.60pre3. > > # Ticket comment does not exist. > > > Even trying something as simple as this: > > rt comment -m test 144149 > # Ticket comment does not exist. > > > --- > > Is this a known problem? Is there a fix/workaround? Thanks. > > ------------------------------------------------- > joel anderson * joela at umn.edu * 612-625-7389 > --> pager: 612-648-6823 > Be a part of the Next Age of Exploration > http://www.planetary.org/ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- ------------------------------ Message: 3 Date: Mon, 12 Jun 2006 14:45:11 -0500 (CDT) From: Joel Peter Anderson Subject: Re: [rt-users] RT CLI comment problem To: Jesse Vincent Cc: rt-users at lists.bestpractical.com Message-ID: Content-Type: TEXT/PLAIN; charset=US-ASCII I'm getting resistance to a pre-release; is there any way to resolve the issue in 3.4.5? > On Mon, Jun 12, 2006 at 01:58:28PM -0500, Joel Peter Anderson wrote: > > > > We're working on a transition from a system running RT 3.0.12 to 3.4.5 and > > I've run into a problem using the RT CLI - which is important to me > > because I've built a bunch of automation on top of the RT CLI commands. > > > > As far as I've tested, all the existing CLI functionality exists ... > > *EXCEPT* for adding comments. Any attempt add a comment with the CLI gets > > this terse response: > > This is fixed in RT 3.60pre3. > > > > > # Ticket comment does not exist. > > > > > > Even trying something as simple as this: > > > > rt comment -m test 144149 > > # Ticket comment does not exist. > > > > > > --- > > > > Is this a known problem? Is there a fix/workaround? Thanks. > > > > ------------------------------------------------- > > joel anderson * joela at umn.edu * 612-625-7389 > > --> pager: 612-648-6823 > > Be a part of the Next Age of Exploration > > http://www.planetary.org/ > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > > > > -- > ------------------------------------------------- joel anderson * joela at umn.edu * 612-625-7389 --> pager: 612-648-6823 Be a part of the Next Age of Exploration http://www.planetary.org/ ------------------------------ Message: 4 Date: Mon, 12 Jun 2006 12:39:16 -0700 (PDT) From: Mark A Bentley Subject: [rt-users] Adding new system rights To: rt-users at lists.bestpractical.com Message-ID: Content-Type: TEXT/PLAIN; charset=US-ASCII; format=flowed Hi all, I'm trying to add a new right as documented in Chapter 10 of "RT Essentials". We're running v3.4.5. So far I've added a lib/RT/Queue_Local.pm that looks like this: package RT::Queue; use strict; no warnings qw(redefine); $RIGHTS = { SeeOnDashboard => "bentlema is testing", %{$RIGHTS}, }; 1; I also added a Group_Local.pm that looks the same with the package name changed. I see the new right appear in the list, but when I try to grant that right to a group I get a result of "System error. Right not granted." Is there something else I have to do to add a new right? Thanks, Mark -- Mark A Bentley TPR Lab Systems Support Cingular Wireless - Redmond, WA Email: mark.a.bentley at cingular.com 425-702-3072 (desk) / 425-702-2826 (fax) ------------------------------ Message: 5 Date: Mon, 12 Jun 2006 16:41:54 -0400 From: Brent Subject: [rt-users] Rt3.012 help To: rt-users at lists.bestpractical.com Message-ID: <448DD192.2080703 at metrocast.net> Content-Type: text/plain; charset=ISO-8859-1 -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Ive been given the task of migrating our ticketing system RT 3.0.12 running on solaris 9 w/ Apache/1.3.31 (Unix) PHP/4.3.9 mod_fastcgi/2.4.2 mod_ssl/2.8.19 OpenSSL/0.9.7d & mysql On the new server solaris 10 I already have Apache/2.0.58 (Unix) mod_ssl/2.0.58 OpenSSL/0.9.8a PHP/4.4.2 mod_fastcgi/2.4.2 mod_perl/2.0.2 Perl/v5.8.7 ive copied the database from the old server to the new server & copied the working dir of rt3 (/usr/local/rt3) to the new server but when i start apache up i get a ton of error messages none of which ive been able to resolve ..unless someone can help with the errors (BELOW) i see...if not... it looks as though im going to have to start from scratch ... So is there a good howto on installing rt3.0.12 or later on solaris 10 on apache 2.0.58 that i can follow ? please ? thank you Brent - --------------snip of errors------------------------ here are the errors i see in apache: [Mon Jun 12 16:37:33 2006] [warn] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" restarted (pid 21954) Can't locate Locale/Maketext/Lexicon.pm in @INC (@INC contains: /usr/local/rt3/local/lib /usr/local/rt3/lib /usr/local/lib/perl5/5.8.7/i86pc-solaris /usr/local/lib/perl5/5.8.7 /usr/local/lib/perl5/site_perl/5.8.7/i86pc-solaris /usr/local/lib/perl5/site_perl/5.8.7 /usr/local/lib/perl5/site_perl) at /usr/local/rt3/lib/RT/I18N.pm line 34. BEGIN failed--compilation aborted at /usr/local/rt3/lib/RT/I18N.pm line 34. Compilation failed in require at /usr/local/rt3/lib/RT.pm line 29. BEGIN failed--compilation aborted at /usr/local/rt3/lib/RT.pm line 29. Compilation failed in require at /usr/local/rt3/bin/webmux.pl line 42. BEGIN failed--compilation aborted at /usr/local/rt3/bin/webmux.pl line 42. Compilation failed in require at /dev/fd/3 line 28. [Mon Jun 12 16:37:33 2006] [warn] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" (pid 21954) terminated by calling exit with status '2' [Mon Jun 12 16:37:33 2006] [warn] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds [Mon Jun 12 16:33:36 2006] [error] [client 65.175.128.10] FastCGI: incomplete headers (0 bytes) received from server "/usr/local/rt3/bin/mason_handler.fcgi", referer: https://x.x.x.x -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.6 (GNU/Linux) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFEjdGS4JTEfu1wem8RAt+xAKCcteh+Jzs0hStfU1aS2gyWcquqGQCeNJa4 DIDAtsc2JTvBuWuE1aDLG28= =43iO -----END PGP SIGNATURE----- ------------------------------ Message: 6 Date: Mon, 12 Jun 2006 16:35:00 -0400 From: Jason Fenner Subject: Re: [rt-users] The "fsck.com-rt-" URI scheme To: Philip Kime Cc: RT users Message-ID: <448DCFF4.9030906 at vitamix.com> Content-Type: text/plain; charset=ISO-8859-1; format=flowed What is this URI used for in RT? How does RT use it? Philip Kime wrote: > I was more wondering how hard it would be to just default them to an > "rt" scheme since it would seem to make more sense for people who have > nothing to do with the fsck.com domain. Even RT has nothing to do with > the fsck.com domain now since I believe it was the author's personal > domain when it was first being developed. > > The at scheme is just "at", it would be nice for rt to be just "rt" > unless you really want a scheme prefix of something else which could be > a config file setting. > > As an exercise, I created an "rt" scheme and altered Record.pm, > Ticket_Overlay.pm and URI.pm but in 3.6 REST interface, the links still > come out as fsck.com-rt so I've either missed something or something's > in the DB. > > PK > > -----Original Message----- > From: Todd Chapman [mailto:todd at chaka.net] > Sent: 11 June 2006 15:47 > To: Philip Kime > Cc: RT users > Subject: Re: [rt-users] The "fsck.com-rt-" URI scheme > > All tickets should have fsck.com-rt schemes. Why would that be a > problem? > > -Todd > > On Sun, Jun 11, 2006 at 01:56:12PM -0700, Philip Kime wrote: > >> Will this URI scheme thing be continued in later versions of RT? I >> remember JV saying that it probably wouldn't. I'm wondering if it's >> worth bothering with generating patches to get rid of the hard-coded >> "fsck.com-rt-" scheme because I need to use a lot of REST calls making >> > > >> links etc. and every ticket like comes out as "fsck.com-rt-" ... >> >> PK >> >> -- >> Philip Kime >> NOPS Systems Architect >> 310 401 0407 >> >> > > >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com Commercial support: >> sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> 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: 7 Date: Mon, 12 Jun 2006 13:53:14 -0700 From: "Philip Kime" Subject: RE: [rt-users] The "fsck.com-rt-" URI scheme To: "Jason Fenner" Cc: RT users Message-ID: <58B1112F0EEB7349AE14A0AA46F9CEC00137ABFC at szexchange.Shopzilla.inc> Content-Type: text/plain; charset="us-ascii" Well I think it's supposed to allow you to have custom URI schemes so that you could, for example, have custom resolver code for a certain scheme that might even pull in data from external sources or do special things to certain Tickets etc. the default scheme for tickets results in URIs like this fsck.com-rt://$RT::Organization/ticket/ It's the "fsck.com-rt" part which is hard-coded in as the default. If you look in the DB table "Links", you'll see. I think that this scheme thing is very nice idea but I would have thought that the default would be better left at just "rt" so URIs would default to: rt://$RT::Organization/ticket/ But as JV has said - it might well break things for people to change this. I have played around a little and have worked out how to change the default without, so far, breaking anything as there are two ways of approaching this: * Create an "rt" scheme and make this the default for all new tickets. This doesn't seem to break anything since the "fsck.com-rt" scheme is still there, just not the default any more. * Create an "rt" scheme and go through the Links table in the DB and change all "fsck.com-rt" scheme links to "rt". Then remove the "fsck.com-rt" scheme. This would be tidier and I suspect it wouldn't break anything either. The issue would be, do you have any code/modifications which depend on "fsck.com-rt" being the default? I don't so I may move to an "rt" scheme wholesale. The patches to do this are simple and I can post them if there is any interest. PK -----Original Message----- From: Jason Fenner [mailto:jfenner at vitamix.com] Sent: 12 June 2006 13:35 To: Philip Kime Cc: Todd Chapman; RT users Subject: Re: [rt-users] The "fsck.com-rt-" URI scheme What is this URI used for in RT? How does RT use it? Philip Kime wrote: > I was more wondering how hard it would be to just default them to an > "rt" scheme since it would seem to make more sense for people who have > nothing to do with the fsck.com domain. Even RT has nothing to do with > the fsck.com domain now since I believe it was the author's personal > domain when it was first being developed. > > The at scheme is just "at", it would be nice for rt to be just "rt" > unless you really want a scheme prefix of something else which could > be a config file setting. > > As an exercise, I created an "rt" scheme and altered Record.pm, > Ticket_Overlay.pm and URI.pm but in 3.6 REST interface, the links > still come out as fsck.com-rt so I've either missed something or > something's in the DB. > > PK > > -----Original Message----- > From: Todd Chapman [mailto:todd at chaka.net] > Sent: 11 June 2006 15:47 > To: Philip Kime > Cc: RT users > Subject: Re: [rt-users] The "fsck.com-rt-" URI scheme > > All tickets should have fsck.com-rt schemes. Why would that be a > problem? > > -Todd > > On Sun, Jun 11, 2006 at 01:56:12PM -0700, Philip Kime wrote: > >> Will this URI scheme thing be continued in later versions of RT? I >> remember JV saying that it probably wouldn't. I'm wondering if it's >> worth bothering with generating patches to get rid of the hard-coded >> "fsck.com-rt-" scheme because I need to use a lot of REST calls >> making >> > > >> links etc. and every ticket like comes out as "fsck.com-rt-" ... >> >> PK >> >> -- >> Philip Kime >> NOPS Systems Architect >> 310 401 0407 >> >> > > >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com Commercial support: >> sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> 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: 8 Date: Mon, 12 Jun 2006 16:00:10 -0500 From: "Duncan Shannon" Subject: RE: [rt-users] rt as secondary website To: "Justin R Findlay" , Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB452B4DD5 at TF-FS2.internal.techfluent.com> Content-Type: text/plain; charset="us-ascii" > > I hope this makes enough sense to be understandable. I'm sure there's a Mmm... sort of. > way to do it. I'm just not versed with apache and WWW enough to know > how to proceed. > sounds like an apache thing, not an RT thing. I'd start with apache and virtual host configurations. Good luck, duncan ------------------------------ _______________________________________________ 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 27, Issue 31 **************************************** From sturner at MIT.EDU Tue Jun 20 09:45:48 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 20 Jun 2006 09:45:48 -0400 Subject: [rt-users] Set user rights with scrip? In-Reply-To: <002d01c693e8$9d154370$5d00000a@wchevepc> References: <6.2.3.4.2.20060619161525.0362a450@po14.mit.edu> <002d01c693e8$9d154370$5d00000a@wchevepc> Message-ID: <6.2.3.4.2.20060620094259.03821c80@po14.mit.edu> At Monday 6/19/2006 05:37 PM, Bill Chever wrote: >Alrighty then! > >This is great information, Stephen. Thanks! > >Only one problem - The right I want to revoke is the "Let this user access >RT" right, not "Let this user be granted rights" which is what gets changed >by the SetPrivileged. Is there a SetAccess equivalent? > >Bill Hi Bill, You can track this down by starting at the Mason component for the User "Basics" screen (share/html/Admin/Users/Modify.html). The checkbox element is called Enabled, and in the Mason file's INIT section, this is used to set the user's Disabled attribute (UserObj->SetDisabled). Steve From timothy-flynn at uiowa.edu Tue Jun 20 09:57:50 2006 From: timothy-flynn at uiowa.edu (Flynn, Timothy J) Date: Tue, 20 Jun 2006 08:57:50 -0500 Subject: [rt-users] Problem with make fixdeps on redhat Message-ID: I was trying to test rt 3.6.0 and I kept getting CPAN errors with dependencies. I rolled back several VM Ware sessions just in case I had messed something up recently with the same results. I am on Redhat and had the exact same issues and results as discussed by Jim Meyer in this February posting: http://lists.bestpractical.com/pipermail/rt-users/2006-February/037648.h tml I think there may be an issue with RedHat and the fixdeps process. As Jim reported I was able to manually install the modules from CPAN's command interface but not through the fixdeps process. I've spent 2 days on this but I was glad to find Jim's work so I had a fix. Thanks, -Tim From stratton at geneseo.edu Tue Jun 20 09:40:46 2006 From: stratton at geneseo.edu (Gary Stratton) Date: Tue, 20 Jun 2006 09:40:46 -0400 Subject: [rt-users] Offline edits? Message-ID: <000001c6946f$22b44cc0$913cee89@w2k.geneseo.edu> Hi, Under Tools there is an Offline Edits tool. What exactly does it do and where might we find more information on it? Gary From barnesaw at ucrwcu.rwc.uc.edu Tue Jun 20 10:06:54 2006 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 20 Jun 2006 10:06:54 -0400 Subject: [rt-users] Offline edits? In-Reply-To: <2B7B7880538AA440B5FBCE7A56E8CB4516E78D@TF-FS2.internal.techfluent.com> References: <2B7B7880538AA440B5FBCE7A56E8CB4516E78D@TF-FS2.internal.techfluent.com> Message-ID: <449800FE.7050006@ucrwcu.rwc.uc.edu> If you had to take your RT install down for any reason (DB problems, connection issues, upgrades, etc.) you could track calls in that format and import the data when it went live again. Duncan Shannon wrote: >> I noticed that in Tools -> Offline >> There is a screen called "Offline Edits". I cannot fine in the Wikki >> what the heck that is used for. Can anyone toss me a clue? >> > > Heh, good question. You might find something in the mailing lists... > > IIRC, you can use it to import collect data in that format off line, and > then import it into RT when you are back online (or have access again to > RT) but im not 100% sure. > > I'd be curious to know how/if people are using it to better understand > the intent. > > duncan > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From plabonte at gmail.com Tue Jun 20 10:21:50 2006 From: plabonte at gmail.com (Phil) Date: Tue, 20 Jun 2006 10:21:50 -0400 Subject: [rt-users] Solution: RT level email blocking Message-ID: <4527aede0606200721u32c70ffaxade872a70556aa29@mail.gmail.com> Thanks to all your help. This is the solution I came up with for my fetchmail/promail/RT email blocking issue, basically I wanted th ability to block emails from certain individuals, however I did not have access to do this on the email server that handles our mail. This is my .fetchmailrc file: poll mail.server.ca with proto pop3 timeout 200 user 'rt' password '12345' is 'rt at localhost' here This is my .forward file: |/usr/bin/procmail This is my .procmailrc file: :0 * ^From:.*bad at user.com* /dev/null :0 * ^TOrt@ | /usr/local/rt3/bin/rt-mailgate --queue CustomerSupport --action correspond --url http://10.0.0.1/ And I run the fetchmail program as follows: fetchmail -m "/usr/bin/procmail -f %F" So this in effect forwards all emails to the rt-mailgate script except for the email from bad at user.com I hope this helps other people trying to get somethign like this working Thanks again Phil -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Tue Jun 20 10:29:21 2006 From: todd at chaka.net (Todd Chapman) Date: Tue, 20 Jun 2006 10:29:21 -0400 Subject: [rt-users] Problem with make fixdeps on redhat In-Reply-To: References: Message-ID: <20060620142921.GH30623@chaka.net> On Tue, Jun 20, 2006 at 08:57:50AM -0500, Flynn, Timothy J wrote: > I was trying to test rt 3.6.0 and I kept getting CPAN errors with > dependencies. I rolled back several VM Ware sessions just in case I had > messed something up recently with the same results. I am on Redhat and > had the exact same issues and results as discussed by Jim Meyer in this > February posting: > > http://lists.bestpractical.com/pipermail/rt-users/2006-February/037648.h > tml > > > I think there may be an issue with RedHat and the fixdeps process. As > Jim reported I was able to manually install the modules from CPAN's > command interface but not through the fixdeps process. I've spent 2 > days on this but I was glad to find Jim's work so I had a fix. > I had the same problem on a Suse 9.3 system. Manual install of Perl modules works fine. -Todd From sames at officescape.com Tue Jun 20 10:34:12 2006 From: sames at officescape.com (Steven E. Ames) Date: Tue, 20 Jun 2006 10:34:12 -0400 Subject: [rt-users] Solution: RT level email blocking Message-ID: That's basically what I have except: 1. I don't use fetchmail 2. My procmail configuration runs everything through spamassassin: ---------------------------------------.procmailrc---------------------------------------- # eliminate duplicates (from CC, BCC, etc...) :0 Wh: msgid.lock | formail -D 65536 msgid.cache # check for spam :0fw: spamassassin.lock | /usr/local/bin/spamc # spam of at least 9 we don't bother with... just junk it (cron runs 'sa-learn --mbox --spam /tmp/spam') :0: * ^X-Spam-Level: \*\*\*\*\*\*\*\*\* /tmp/spam # questionable spam... check manually (<9 but higher than default threshold) :0: * ^X-Spam-Status: Yes /usr/local/mailcopy/almost-certainly-spam :0wbh | /usr/local/rt3/bin/rt-mailgate --queue provisioning --action comment --url http://my.rt3.instance.com/ ---------------------------------------------------------------------------------------------------- That's that. I occasionally go through /usr/local/mailcopy/almost-certainly-spam and save off every message in that box to either '/tmp/spam' (where it gets parsed by sa-learn later) or I bounce it to another alias that invokes rt-mailgate directly. -Steve -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Phil Sent: Tuesday, June 20, 2006 10:22 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Solution: RT level email blocking Thanks to all your help. This is the solution I came up with for my fetchmail/promail/RT email blocking issue, basically I wanted th ability to block emails from certain individuals, however I did not have access to do this on the email server that handles our mail. This is my .fetchmailrc file: poll mail.server.ca with proto pop3 timeout 200 user 'rt' password '12345' is 'rt at localhost' here This is my .forward file: |/usr/bin/procmail This is my .procmailrc file: :0 * ^From:.*bad at user.com* /dev/null :0 * ^TOrt@ | /usr/local/rt3/bin/rt-mailgate --queue CustomerSupport --action correspond --url http://10.0.0.1/ And I run the fetchmail program as follows: fetchmail -m "/usr/bin/procmail -f %F" So this in effect forwards all emails to the rt-mailgate script except for the email from bad at user.com I hope this helps other people trying to get somethign like this working Thanks again Phil -------------- next part -------------- An HTML attachment was scrubbed... URL: From uasal2000 at yahoo.com Tue Jun 20 11:32:22 2006 From: uasal2000 at yahoo.com (Colm Smyth) Date: Tue, 20 Jun 2006 08:32:22 -0700 (PDT) Subject: [rt-users] Custom field sort order jumbled Message-ID: <20060620153222.86465.qmail@web53809.mail.yahoo.com> Hi All, I have an odd problem with where custom field sort order gets muddled up . We have a dev environment running RHEL 3.4.4, RT v3.4.5 on fast cgi, connected to a postgres database 8.0.3. On this dev environment we made all required changes to the RT instance, including changes to the sort order of the custom fields. We back-up the dev database and restored it into a different database also running postgres 8.0.3. This new database is connected to by our UAT environment which is the same as our dev environment with the exception that UAT is running under mod_perl. However when we try to create or modify a ticket in the UAT RT web interface the order of the customfields is jumbled. This is despite the fact that the customfields appear in the correct order in the Queue administration page. Can anybody suggest what might be causing this problem? Many thanks, Colm __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From wchever at terracottatech.com Tue Jun 20 12:36:34 2006 From: wchever at terracottatech.com (Bill Chever) Date: Tue, 20 Jun 2006 09:36:34 -0700 Subject: [rt-users] Set user rights with scrip? In-Reply-To: <6.2.3.4.2.20060620094259.03821c80@po14.mit.edu> Message-ID: <000001c69487$b20f97e0$5d00000a@wchevepc> >there a SetAccess equivalent? > >Bill >Hi Bill, >You can track this down by starting at the Mason component for the User "Basics" screen >(share/html/Admin/Users/Modify.html). The checkbox element is called Enabled, and in >the Mason file's INIT section, this is used to set the user's Disabled attribute (UserObj->SetDisabled). >Steve Hi Steve, Wow! I want to thank you for the help with this problem, but mainly for pointing me to perldoc. Between that and the codebase listing on page 148 of RT Essentials, I now have more information than I know what to do with! The product's great, the help from the list is great, and now I have great docs as well. Thanks again! Bill From bishopg at bu.edu Tue Jun 20 13:01:05 2006 From: bishopg at bu.edu (bishopg at bu.edu) Date: Tue, 20 Jun 2006 13:01:05 -0400 Subject: [rt-users] LDAP Custom action In-Reply-To: <20060619202933.E6DAC4D81D1@diesel.bestpractical.com> References: <20060619202933.E6DAC4D81D1@diesel.bestpractical.com> Message-ID: <1150822865.449829d182bc7@www.bu.edu> What we're trying to do is avoid adding user info when ticket requests come in. We have a very large user base (~1500 different users) that will be using either a web form or email to submit tickets. We have an on campus ldap server that has everyone's information, and we would like the system to query the ldap server whenever a ticket comes in for the address and phone number. We were thinking that a scrip would be the easiest, since the tickets will be coming from two different sources (email and web form), but other options would be considered. Any suggestions? Thanks! ~George Message: 5 Date: Sun, 18 Jun 2006 21:58:10 -0700 From: "Jim Meyer" Subject: Re: [rt-users] LDAP Custom action To: "George Bishop" Cc: rt-users at lists.bestpractical.com Message-ID: Content-Type: text/plain; charset=ISO-8859-1; format=flowed Hello! On 6/18/06, George Bishop wrote: > Does anyone have experience with writing custom actions with LDAP? I'm > beginning to write a custom action to query a ldap server to get > specific information on requesters when they send a help request. Is it > ok to have "use Net::LDAP" in such an action, or does this need to be > put elsewhere? Thanks in advance for any help. Assuming that you've already looked at the LDAP auth/info overlay (http://wiki.bestpractical.com/?LDAP), then I don't have a lot more to offer. However, I'm curious what sort of info and whether it could be mapped into the RT account's "Extra Info" field, then just looked up internal to RT rather than externally. That would also make the info easily available to scrip actions. Cheers! --j -- Jim Meyer, Geek at Large purp at acm.org From aubrey.king at globalcrossing.com Tue Jun 20 14:29:31 2006 From: aubrey.king at globalcrossing.com (Aubrey King) Date: Tue, 20 Jun 2006 14:29:31 -0400 (EDT) Subject: [rt-users] users page Message-ID: With 100+ active users and 4-500 more on the way, is there something that will make the users page and subsequent rights pages more readable? Aubrey King Systems Administrator II IP Systems Engineering Global Crossing, Ltd. From todd at chaka.net Tue Jun 20 16:58:18 2006 From: todd at chaka.net (Todd Chapman) Date: Tue, 20 Jun 2006 16:58:18 -0400 Subject: [rt-users] users page In-Reply-To: References: Message-ID: <20060620205818.GI30623@chaka.net> On Tue, Jun 20, 2006 at 02:29:31PM -0400, Aubrey King wrote: > > With 100+ active users and 4-500 more on the way, is there something that > will make the users page and subsequent rights pages more readable? > I thought about doing a indexy thingy with links for A-F, G-O, etc., but I didn't know how to handle the I18N issues with that. From jcolson at voidgate.org Tue Jun 20 17:42:06 2006 From: jcolson at voidgate.org (Joshua Colson) Date: Tue, 20 Jun 2006 14:42:06 -0700 Subject: [rt-users] Sorting search results RSS feed? Message-ID: <1150839726.6526.14.camel@s60r.ination.com> RT 3.6 MySQL 4.1.13 Apache 2.0.54 ModPerl 2.0.1 Does the search results RSS feed support sorting (ORDER BY) of results? I'm able to sort the result on the web interface but the sorting doesn't transfer to the RSS feed. Am I just doing something wrong or is this missing functionality? Thanks. -- Joshua Colson From purp at acm.org Tue Jun 20 18:24:29 2006 From: purp at acm.org (Jim Meyer) Date: Tue, 20 Jun 2006 15:24:29 -0700 Subject: [rt-users] LDAP Custom action In-Reply-To: <1150822865.449829d182bc7@www.bu.edu> References: <20060619202933.E6DAC4D81D1@diesel.bestpractical.com> <1150822865.449829d182bc7@www.bu.edu> Message-ID: Hello! On 6/20/06, bishopg at bu.edu wrote: > What we're trying to do is avoid adding user info when ticket requests come in. > We have a very large user base (~1500 different users) that will be using > either a web form or email to submit tickets. We have an on campus ldap server > that has everyone's information, and we would like the system to query the ldap > server whenever a ticket comes in for the address and phone number. We were > thinking that a scrip would be the easiest, since the tickets will be coming > from two different sources (email and web form), but other options would be > considered. Any suggestions? Ah, I see now. You should really look at the LDAP Overlay (http://wiki.bestpractical.com/?LDAP) ... it does exactly what you're asking via the $LdapAttrMap , where you can map any field in LDAP to a corresponding attribute of the RT::User object. In your case, it sounds like you want to map some things in LDAP to RT::User's Address1, Address2, and either WorkPhone or HomePhone attributes. Cheers! --j -- Jim Meyer, Geek at Large purp at acm.org From purp at acm.org Tue Jun 20 18:26:22 2006 From: purp at acm.org (Jim Meyer) Date: Tue, 20 Jun 2006 15:26:22 -0700 Subject: [rt-users] LdapOverlay and 3.6.0? In-Reply-To: <45280.192.168.100.90.1150716905.squirrel@webmail.suretecsystems.com> References: <45280.192.168.100.90.1150716905.squirrel@webmail.suretecsystems.com> Message-ID: Hello! On 6/19/06, Gavin Henry wrote: > We are ready to upgrade our clients RT instances to 3.6.0 from 3.4.5, but > the only thing left is: > > http://wiki.bestpractical.com/index.cgi?LdapOverlay > > Has anyone tried this with 3.6.0? I don't know if anyone has, but I can offer that the LDAP implementation I support has been tested with 3.5x which is pretty close. http://wiki.bestpractical.com/?LDAP Either way, good luck! --j -- Jim Meyer, Geek at Large purp at acm.org From ghenry at suretecsystems.com Tue Jun 20 18:39:36 2006 From: ghenry at suretecsystems.com (Gavin Henry) Date: Tue, 20 Jun 2006 23:39:36 +0100 (BST) Subject: [rt-users] LdapOverlay and 3.6.0? In-Reply-To: References: <45280.192.168.100.90.1150716905.squirrel@webmail.suretecsystems.com> Message-ID: <41252.192.168.100.90.1150843176.squirrel@webmail.suretecsystems.com> > Hello! > > On 6/19/06, Gavin Henry wrote: >> We are ready to upgrade our clients RT instances to 3.6.0 from 3.4.5, >> but >> the only thing left is: >> >> http://wiki.bestpractical.com/index.cgi?LdapOverlay >> >> Has anyone tried this with 3.6.0? > > I don't know if anyone has, but I can offer that the LDAP > implementation I support has been tested with 3.5x which is pretty > close. > > http://wiki.bestpractical.com/?LDAP > > Either way, good luck! Reading code now and will try in our offices in the morning. Many thanks. Patches welcome? Gavin. -- Kind Regards, Gavin Henry. Managing Director. T +44 (0) 1224 279484 M +44 (0) 7930 323266 F +44 (0) 1224 824887 E ghenry at suretecsystems.com Open Source. Open Solutions(tm). http://www.suretecsystems.com/ From noah at allresearch.com Tue Jun 20 18:45:07 2006 From: noah at allresearch.com (Noah Silverman) Date: Tue, 20 Jun 2006 15:45:07 -0700 Subject: [rt-users] Sendmail - Outbound problem Message-ID: Hi, I've got RT installed and working. This is on a Linux box running Postfix. Incoming mail is properly parsed and creates a ticket in the correct queue. NO autoreply is generated. NO e-mail can be send out from RT. Clicking the "resond" link and sending an e-mail does nothing. It looks like it may be a sendmail problem. Can someone offer some advice?? Thanks, -N ------------------------------------------------------------------------ ----------------- I get the following in my mail logs: Jun 20 15:27:08 allresearch postfix/smtpd[6010]: connect from localhost[127.0.0.1] Jun 20 15:27:08 allresearch postfix/smtpd[6010]: > localhost [127.0.0.1]: 220 allresearch.com ESMTP Postfix Jun 20 15:27:08 allresearch postfix/smtpd[6010]: watchdog_pat: 0x80e0190 Jun 20 15:27:08 allresearch postfix/smtpd[6010]: vstream_fflush_some: fd 10 flush 35 Jun 20 15:27:08 allresearch postfix/smtpd[6010]: vstream_buf_get_ready: fd 10 got 28 Jun 20 15:27:08 allresearch postfix/smtpd[6010]: < localhost [127.0.0.1]: EHLO localhost.localdomain Jun 20 15:27:08 allresearch postfix/smtpd[6010]: > localhost [127.0.0.1]: 250-allresearch.com Jun 20 15:27:08 allresearch postfix/smtpd[6010]: > localhost [127.0.0.1]: 250-PIPELINING Jun 20 15:27:08 allresearch postfix/smtpd[6010]: > localhost [127.0.0.1]: 250-SIZE 10240000 Jun 20 15:27:08 allresearch postfix/smtpd[6010]: > localhost [127.0.0.1]: 250-VRFY Jun 20 15:27:08 allresearch postfix/smtpd[6010]: > localhost [127.0.0.1]: 250-ETRN Jun 20 15:27:08 allresearch postfix/smtpd[6010]: match_list_match: localhost: no match Jun 20 15:27:08 allresearch postfix/smtpd[6010]: match_list_match: 127.0.0.1: no match Jun 20 15:27:08 allresearch postfix/smtpd[6010]: > localhost [127.0.0.1]: 250 8BITMIME Jun 20 15:27:08 allresearch postfix/smtpd[6010]: watchdog_pat: 0x80e0190 Jun 20 15:27:08 allresearch postfix/smtpd[6010]: vstream_fflush_some: fd 10 flush 90 Jun 20 15:27:08 allresearch postfix/smtpd[6010]: vstream_buf_get_ready: fd 10 got 6 Jun 20 15:27:08 allresearch postfix/smtpd[6010]: < localhost [127.0.0.1]: QUIT Jun 20 15:27:08 allresearch postfix/smtpd[6010]: > localhost [127.0.0.1]: 221 Bye Jun 20 15:27:08 allresearch postfix/smtpd[6010]: vstream_fflush_some: fd 10 flush 9 Jun 20 15:27:08 allresearch postfix/smtpd[6010]: disconnect from localhost[127.0.0.1] From kerrboy at gmail.com Tue Jun 20 19:48:36 2006 From: kerrboy at gmail.com (Brian Kerr) Date: Tue, 20 Jun 2006 19:48:36 -0400 Subject: [rt-users] RT upgrade from rt 3.0.6 to rt 3.4.5 In-Reply-To: References: Message-ID: On 6/20/06, david yang wrote: > > Hi guys, > Currently I have one RT machine,which runs RT version 3.0.6, now I want to upgrade to one new version.But after I installed and configured RT 3.4.5 on the other machine, when I switched it,it appears following phonemon: > Some mail boxes send mail to one queue's mail address,it can generate tickets in the queues. > some mail boxes send mail to the same queues's mail address, but it can't generate tickets. That's so strange,I don't know how to fix it. > Also ,the apache errror log comes out any error messages, it indicates it doesn't have any permission to create tickets. Did you upgrade rt-mailgate as well? Did the database migration scripts run cleanly without errors? From msnyder at servervault.com Tue Jun 20 21:35:03 2006 From: msnyder at servervault.com (Mathew Snyder) Date: Tue, 20 Jun 2006 21:35:03 -0400 Subject: [rt-users] make fixdeps problem Message-ID: <4498A247.9040508@servervault.com> I'm currently getting v3.6.0 prepared for a production server running on Fedora Core 5. I've been testing the installation and configuration for a while now and know that I can get it in place by installing most perl modules via yum and the remaining modules manually via cpan. I would prefer being able to run the 'make fixdeps' command but I keep getting an error: Warning: weird direntry in /root/.cpan/build: tmp Can't unlink file tmp: No such file or directory at /usr/lib/perl5/5.8.8/CPAN.pm line 4373 ==> Couldn't mkdir '/root/.cpan/build/tmp': File exists <== ==> Cannot continue: Please find the reason why I cannot make the <== ==> directory <== ==> /root/.cpan/build/tmp <== ==> and fix the problem, then retry. <== Failed to load module CPAN. -------- Error --------- ------------------------ Failed to load module CPAN. Module CPAN is distributed with Perl and helps install perl modules from http://www.cpan.org. RT uses this module to install dependencies, but module's failed to load with error above. You have several choices to install dependencies in this situatation: 1) check that you've configured CPAN module, to do this run `/usr/bin/perl -MCPAN -e shell` program from shell, if it fails then you have to update CPAN module (see next suggestion) or use another way to install modules; 2) try to update module CPAN, get distribution from http://search.cpan.org/dist/CPAN and try again; 3) use a different tool to install dependencies, see description of the RT_FIX_DEPS_CMD environment variable in the output of the `./sbin/rt-test-dependencies` program; 4) install modules manually. make: *** [fixdeps] Error 1 I've tried removing the .cpan/build/tmp directory as well as anything in the .cpan/build directory that might cause conflicts. All this has done is change the lines at the top of the provided output to other thing like unable to move 'modulename-dir to to /root/.cpan/build' and the like. Has anyone else encountered this error and know how to correct it? -- Mathew Snyder Systems Administrator Network+ ServerVault TechOps From todd at chaka.net Tue Jun 20 21:47:07 2006 From: todd at chaka.net (Todd Chapman) Date: Tue, 20 Jun 2006 21:47:07 -0400 Subject: [rt-users] make fixdeps problem In-Reply-To: <4498A247.9040508@servervault.com> References: <4498A247.9040508@servervault.com> Message-ID: <20060621014707.GJ30623@chaka.net> On Tue, Jun 20, 2006 at 09:35:03PM -0400, Mathew Snyder wrote: > I'm currently getting v3.6.0 prepared for a production server running on > Fedora Core 5. I've been testing the installation and configuration for > a while now and know that I can get it in place by installing most perl > modules via yum and the remaining modules manually via cpan. I would > prefer being able to run the 'make fixdeps' command but I keep getting > an error: > > Warning: weird direntry in /root/.cpan/build: tmp > Can't unlink file tmp: No such file or directory at > /usr/lib/perl5/5.8.8/CPAN.pm line 4373 Several others have reported this problem. I haven't seen a solution posted yet. -Todd From msnyder at servervault.com Tue Jun 20 21:51:42 2006 From: msnyder at servervault.com (Mathew Snyder) Date: Tue, 20 Jun 2006 21:51:42 -0400 Subject: [rt-users] make fixdeps problem In-Reply-To: <20060621014707.GJ30623@chaka.net> References: <4498A247.9040508@servervault.com> <20060621014707.GJ30623@chaka.net> Message-ID: <4498A62E.3030400@servervault.com> Thanks. Good to know I can get everything done other ways though. Hopefully it will be fixed by the time I need to get our kickstart file completed. :) Mathew Snyder Systems Administrator Network+ ServerVault TechOps Todd Chapman wrote: > On Tue, Jun 20, 2006 at 09:35:03PM -0400, Mathew Snyder wrote: >> I'm currently getting v3.6.0 prepared for a production server running on >> Fedora Core 5. I've been testing the installation and configuration for >> a while now and know that I can get it in place by installing most perl >> modules via yum and the remaining modules manually via cpan. I would >> prefer being able to run the 'make fixdeps' command but I keep getting >> an error: >> >> Warning: weird direntry in /root/.cpan/build: tmp >> Can't unlink file tmp: No such file or directory at >> /usr/lib/perl5/5.8.8/CPAN.pm line 4373 > > Several others have reported this problem. I haven't seen > a solution posted yet. > > -Todd > From dshannon at techfluent.com Wed Jun 21 00:06:46 2006 From: dshannon at techfluent.com (Duncan Shannon) Date: Tue, 20 Jun 2006 23:06:46 -0500 Subject: [rt-users] how's 3.6.0 working for you? Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB452B4FA5@TF-FS2.internal.techfluent.com> Hi List- Just thought id toss out a message to see if anyone has any comments or feedback about how using 3.6.0 has been going.. esp. as it applies to those upgrading from 3.4.x. Any wild successes? Miserable failures? How do your users like the new interface? duncan -- Duncan Shannon Techfluent, Inc. P: 612-638-1300 From purp at acm.org Wed Jun 21 02:59:34 2006 From: purp at acm.org (Jim Meyer) Date: Tue, 20 Jun 2006 23:59:34 -0700 Subject: [rt-users] LDAP Overlay Security Patch Message-ID: Hello! Thanks to Walter Duncan, a critical security bug in the LDAP overlay's account autocreation callback has been fixed. If you're using this code, please update it from the wiki: http://wiki.bestpractical.com/index.cgi?LdapAutocreateAuthCallback The bug, left unpatched, could allow user accounts to be compromised. Please update as soon as possible. Thanks, Walter! --j -- Jim Meyer, Geek at Large purp at acm.org From rt-users at mjch.net Wed Jun 21 03:05:06 2006 From: rt-users at mjch.net (Malcolm Herbert) Date: Wed, 21 Jun 2006 17:05:06 +1000 Subject: [rt-users] LDAP Overlay Security Patch In-Reply-To: References: Message-ID: <20060621070506.GA29815@mjch.net> On Tue, Jun 20, 2006 at 11:59:34PM -0700, Jim Meyer wrote: |Hello! | |Thanks to Walter Duncan, a critical security bug in the LDAP overlay's |account autocreation callback has been fixed. If you're using this |code, please update it from the wiki: | | http://wiki.bestpractical.com/index.cgi?LdapAutocreateAuthCallback | |The bug, left unpatched, could allow user accounts to be compromised. |Please update as soon as possible. Can you tell us which versions of RT this will affect? thanks -- Malcolm Herbert This brain intentionally mjch at mjch.net left blank From purp at acm.org Wed Jun 21 03:18:35 2006 From: purp at acm.org (Jim Meyer) Date: Wed, 21 Jun 2006 00:18:35 -0700 Subject: [rt-users] LDAP Overlay Security Patch In-Reply-To: <20060621070506.GA29815@mjch.net> References: <20060621070506.GA29815@mjch.net> Message-ID: Hello! On 6/21/06, Malcolm Herbert wrote: > On Tue, Jun 20, 2006 at 11:59:34PM -0700, Jim Meyer wrote: > |Thanks to Walter Duncan, a critical security bug in the LDAP overlay's > |account autocreation callback has been fixed. If you're using this > |code, please update it from the wiki: > | > | http://wiki.bestpractical.com/index.cgi?LdapAutocreateAuthCallback > | > |The bug, left unpatched, could allow user accounts to be compromised. > |Please update as soon as possible. > > Can you tell us which versions of RT this will affect? thanks This affects any version of RT in which you've installed the LDAP overlay found in the Best Practical wiki at http://wiki.bestpractical.com/?LDAP. It is particular to the recently-added Auth callback which autocreates user accounts; that file (found at http://wiki.bestpractical.com/?LdapAutocreateAuthCallback) is the only piece of the overlay which must be updated to patchi this bug. This bug is not inherent to RT itself; if you haven't installed the LDAP overlay referenced above, this is not an issue for you. Hope that's more clear! --j -- Jim Meyer, Geek at Large purp at acm.org From purp at acm.org Wed Jun 21 03:20:52 2006 From: purp at acm.org (Jim Meyer) Date: Wed, 21 Jun 2006 00:20:52 -0700 Subject: [rt-users] LdapOverlay and 3.6.0? In-Reply-To: <41252.192.168.100.90.1150843176.squirrel@webmail.suretecsystems.com> References: <45280.192.168.100.90.1150716905.squirrel@webmail.suretecsystems.com> <41252.192.168.100.90.1150843176.squirrel@webmail.suretecsystems.com> Message-ID: Hello! On 6/20/06, Gavin Henry wrote: > Patches welcome? Nope. I dread them as they make it clear that I don't know everything and that I spend time on things other than this overlay. Er, yes, that is. =] Cheers! --j -- Jim Meyer, Geek at Large purp at acm.org From niels at bubbles-it.be Wed Jun 21 05:46:44 2006 From: niels at bubbles-it.be (Niels Huylebroeck) Date: Wed, 21 Jun 2006 11:46:44 +0200 Subject: [rt-users] Quicksearch on top of page in 3.6.0 doest not display ticket when 1 match found. Message-ID: <44991584.6090805@bubbles-it.be> In the old 3.4.x days you could enter a ticket number in the quick search box and it would display that ticket immediately. Is there any way to regain this behavior on 3.6.0 ? -- 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" -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 252 bytes Desc: OpenPGP digital signature URL: From jlee at pbu.edu Wed Jun 21 08:40:27 2006 From: jlee at pbu.edu (Jay Lee) Date: Wed, 21 Jun 2006 08:40:27 -0400 (EDT) Subject: [rt-users] how's 3.6.0 working for you? In-Reply-To: <2B7B7880538AA440B5FBCE7A56E8CB452B4FA5@TF-FS2.internal.techfluent.com > References: <2B7B7880538AA440B5FBCE7A56E8CB452B4FA5@TF-FS2.internal.techfluent.com> Message-ID: <1774.10.1.7.67.1150893627.squirrel@www.mail.pbu.edu> On Wed, June 21, 2006 12:06 am, Duncan Shannon wrote: > Just thought id toss out a message to see if anyone has any comments or > feedback about how using 3.6.0 has been going.. esp. as it applies to those > upgrading from 3.4.x. > > Any wild successes? Miserable failures? I'm still on 3.6rc2 (just need to find time to move to 3.6 final) but our staff has given positive feedback to the new features of 3.6. The ability to customize the RT at a glance is wonderful and the new 3.5ish layout is also a major plus. With AJAX becoming more and more popular the interface isn't quite what some users wish for but it's very good in my book. Jay -- Jay Lee Network / Systems Administrator Information Technology Dept. Philadelphia Biblical University -- From tsmith at loc.gov Wed Jun 21 09:08:55 2006 From: tsmith at loc.gov (Timothy Smith) Date: Wed, 21 Jun 2006 09:08:55 -0400 Subject: [rt-users] Re: [Rt-devel] Errors with cascading select fields in RT 3.6.0 Message-ID: I've attached a two-line patch against the 3.6.0 release of lib/RT/Interface/Web.pm that addresses the cascading custom field issues described below. Tim Smith Office of Compliance >>> "Timothy Smith" 06/19/06 3:08 PM >>> Hello all. I've upgraded from RT 3.4.5 to 3.6.0 (clean install directory but the same database; custom patches applied) and I'm having some issues with the cascading select custom fields. Assume a category "foo" has values "bar" and "baz" in it. Ticket creation: If I specify category foo and then select either bar or baz, RT gets confused and displays "foo" as the value of the field in Display.html. This does not happen in a different custom field in a different queue. Are things being processed out of order somewhere? I think CreateTicket in Interface/Web.pm might be getting confused by the -Category field; it doesn't check for the string Value in the name of the field. Ticket updating (cosmetic): RT always throws the error: >> User asked for an unknown update type for custom field Testfield for RT::Ticket object when I submit Ticket/Modify.html for a ticket with a cascading selector. It's coming from ProcessObjectCustomFieldUpdates in Interface/Web.pm; it looks like it's just missing an elsif to handle the -Category form field. -------------- next part -------------- A non-text attachment was scrubbed... Name: cascades.diff Type: application/octet-stream Size: 924 bytes Desc: not available URL: From Jan-Peter.Koopmann at seceidos.de Wed Jun 21 09:43:38 2006 From: Jan-Peter.Koopmann at seceidos.de (Koopmann, Jan-Peter) Date: Wed, 21 Jun 2006 15:43:38 +0200 Subject: [rt-users] Due Date not set automatically Message-ID: Hi, on my first rt installation I only set the default due date in a queue and new tickets automatically are assigned a default due date. But on a second box (3.4.5) this does not happen. At least not immediately. Is there something I missed? Regards, JP From Darren.Kemp at XEROX.COM Wed Jun 21 09:46:27 2006 From: Darren.Kemp at XEROX.COM (Kemp, Darren) Date: Wed, 21 Jun 2006 09:46:27 -0400 Subject: [rt-users] RE: Logout Issues Message-ID: <6C353FB57990C640BE1C098BF284AC1B74861B@usa0300ms04.na.xerox.net> Mor information: The issue here is Apache is NOT parsing code in the NoAuth directory, code in all other directories is fine, if I click the Logout button I get: %# 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: %# %# Etc, it is reading the file as text. My apache config is as follows (with proprietary info removed): ServerAdmin x at x ServerName rt.foo.com DocumentRoot /usr/local/rt/share/html AddDefaultCharset UTF-8 ### # Adding the following for RT (the ticket tracker) AddHandler fastcgi-script fcgi Options FollowSymLinks ExecCGI AllowOverride None # Pass through requests to for noauth Alias /NoAuth /usr/local/rt/share/html/NoAuth/ ScriptAlias / /usr/local/rt/bin/mason_handler.fcgi/ FastCgiIpcDir /tmp FastCgiServer /usr/local/rt/bin/mason_handler.fcgi -idle-timeout 120 -processes 2 Apache version and mod info: [Wed Jun 21 09:43:25 2006] [notice] Apache/2.0.54 (Unix) mod_fastcgi/2.4.2 mod_perl/2.0.1 Perl/v5.8.7 configured -- resuming normal operations RT 3.4.2 Anyone have any idea whats going on here? Again, the server only fails to parse code in the NoAuth directory, all other functions are working fine. -dkk ________________________________ From: Kemp, Darren Sent: Monday, June 19, 2006 2:31 PM To: 'rt-users at lists.bestpractical.com' Subject: Logout Issues We have RT up and running and the only issue I am dealing with now is the logout button does not work. It attempts to redirect me to: http://rt.xdocs.com/NoAuth/<%$URL%> Obviously the <%$URL%> translation is not happening as it should. has anyone found a workaround to this? Thanks -dkk Darren Kemp XGS Darren.Kemp at xerox.com (585)264-5031 -------------- next part -------------- An HTML attachment was scrubbed... URL: From niels at bubbles-it.be Wed Jun 21 10:12:36 2006 From: niels at bubbles-it.be (Niels Huylebroeck) Date: Wed, 21 Jun 2006 16:12:36 +0200 Subject: [rt-users] Due Date not set automatically In-Reply-To: References: Message-ID: <449953D4.8040208@bubbles-it.be> Koopmann, Jan-Peter wrote: > Hi, > > on my first rt installation I only set the default due date in a queue and new tickets automatically are assigned a default due date. But on a second box (3.4.5) this does not happen. At least not immediately. Is there something I missed? > > Regards, > JP > Setting a default due date depends on the Queue settings, be sure to set your "Requests should be due in:" field in the Queue configuration. http://wiki.bestpractical.com/index.cgi?DueDate Has some limited information. I must honestly say that in my configuration it doesn't seem to work anymore either... I recently updated to 3.6.0. and was testing just now but there is no DueDate being set. -- 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" -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 252 bytes Desc: OpenPGP digital signature URL: From niels at bubbles-it.be Wed Jun 21 10:15:29 2006 From: niels at bubbles-it.be (Niels Huylebroeck) Date: Wed, 21 Jun 2006 16:15:29 +0200 Subject: [rt-users] RE: Logout Issues In-Reply-To: <6C353FB57990C640BE1C098BF284AC1B74861B@usa0300ms04.na.xerox.net> References: <6C353FB57990C640BE1C098BF284AC1B74861B@usa0300ms04.na.xerox.net> Message-ID: <44995481.10408@bubbles-it.be> Kemp, Darren wrote: > Mor information: > > The issue here is Apache is NOT parsing code in the NoAuth directory, > code in all other directories is fine, if I click the Logout button I get: > > > %# 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: %# %# > > Etc, it is reading the file as text. > > My apache config is as follows (with proprietary info removed): > > > ServerAdmin x at x > ServerName rt.foo.com > DocumentRoot /usr/local/rt/share/html > AddDefaultCharset UTF-8 > ### # Adding the following for RT (the ticket tracker) > AddHandler fastcgi-script fcgi > > Options FollowSymLinks ExecCGI > AllowOverride None > > # Pass through requests to for noauth > Alias /NoAuth /usr/local/rt/share/html/NoAuth/ > ScriptAlias / /usr/local/rt/bin/mason_handler.fcgi/ > > FastCgiIpcDir /tmp > FastCgiServer /usr/local/rt/bin/mason_handler.fcgi -idle-timeout 120 > -processes 2 I suggest you try fixing your Alias definition. as shown in httpd.conf : # # Aliases: Add here as many aliases as you need (with no limit). The format is # Alias fakename realname # # Note that if you include a trailing / on fakename then the server will # require it to be present in the URL. So "/icons" isn't aliased in this # example, only "/icons/". If the fakename is slash-terminated, then the # realname must also be slash terminated, and if the fakename omits the # trailing slash, the realname must also omit it. # -- 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" -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 252 bytes Desc: OpenPGP digital signature URL: From niels at bubbles-it.be Wed Jun 21 10:02:25 2006 From: niels at bubbles-it.be (Niels Huylebroeck) Date: Wed, 21 Jun 2006 16:02:25 +0200 Subject: [rt-users] how's 3.6.0 working for you? In-Reply-To: <1774.10.1.7.67.1150893627.squirrel@www.mail.pbu.edu> References: <2B7B7880538AA440B5FBCE7A56E8CB452B4FA5@TF-FS2.internal.techfluent.com> <1774.10.1.7.67.1150893627.squirrel@www.mail.pbu.edu> Message-ID: <44995171.4050505@bubbles-it.be> Jay Lee wrote: > On Wed, June 21, 2006 12:06 am, Duncan Shannon wrote: > >> Just thought id toss out a message to see if anyone has any comments or >> feedback about how using 3.6.0 has been going.. esp. as it applies to those >> upgrading from 3.4.x. >> We're upgrading too but with a clean install. (Still find the DB updating business risky at least, also have never found much info about it) >> Any wild successes? Miserable failures? >> > > I'm still on 3.6rc2 (just need to find time to move to 3.6 final) but our > staff has given positive feedback to the new features of 3.6. The ability > to customize the RT at a glance is wonderful and the new 3.5ish layout is > also a major plus. With AJAX becoming more and more popular the interface > isn't quite what some users wish for but it's very good in my book. > > Jay > I agree the features are refreshing to say the least, on the other hand one could expect something more from a minor version update in comparison to a patch update. What is this AJAX you mention ? Is it some type of standard UI guidelines ? I do want to bring up an issue I didn't have before, pages seem to load quite a bit slower compared to 3.4.x series. It seems the loading of all the separately linked .js files slows me down a lot. Also I do not get any feedback on the screen (besides status bar) until the site is fully loaded, in the past I could see my list of tickets grow (which annoys me in another way but that's not an issue here ^^). It almost seems as if I were using that buffer_ouput() feature like in PHP. I'm using FastCGI 2.4.2 on a apache 2.0.52 + mod_perl2 with CentOS 4.3. You can check out the front page if you like, www.langen{anti-index}berg.be (https connection redirect is on port 444) remove the {} part. -- 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" -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 252 bytes Desc: OpenPGP digital signature URL: From niels at bubbles-it.be Wed Jun 21 10:23:12 2006 From: niels at bubbles-it.be (Niels Huylebroeck) Date: Wed, 21 Jun 2006 16:23:12 +0200 Subject: [rt-users] RE: Logout Issues In-Reply-To: <44995481.10408@bubbles-it.be> References: <6C353FB57990C640BE1C098BF284AC1B74861B@usa0300ms04.na.xerox.net> <44995481.10408@bubbles-it.be> Message-ID: <44995650.4040200@bubbles-it.be> >> # Pass through requests to for noauth >> Alias /NoAuth /usr/local/rt/share/html/NoAuth/ >> ScriptAlias / /usr/local/rt/bin/mason_handler.fcgi/ My apologies I jumped to conclusions. Read your Alias line to say : Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ -- 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" -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 252 bytes Desc: OpenPGP digital signature URL: From Jan-Peter.Koopmann at seceidos.de Wed Jun 21 10:57:40 2006 From: Jan-Peter.Koopmann at seceidos.de (Koopmann, Jan-Peter) Date: Wed, 21 Jun 2006 16:57:40 +0200 Subject: [rt-users] Due Date not set automatically In-Reply-To: <449953D4.8040208@bubbles-it.be> Message-ID: On Wednesday, June 21, 2006 4:13 PM Niels Huylebroeck wrote: > Setting a default due date depends on the Queue settings, be sure to > set your "Requests should be due in:" field in the Queue > configuration. That is the setting I was referring to. This is set on both installations. On 3.4.4 it works on 3.4.5 it does not (at least not here). > anymore either... I recently updated to 3.6.0. and was testing just > now but there is no DueDate being set. Could this be a general bug then? Kind regards, JP -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3104 bytes Desc: not available URL: From jlee at pbu.edu Wed Jun 21 10:59:03 2006 From: jlee at pbu.edu (Jay Lee) Date: Wed, 21 Jun 2006 10:59:03 -0400 (EDT) Subject: [rt-users] how's 3.6.0 working for you? In-Reply-To: <44995171.4050505@bubbles-it.be> References: <2B7B7880538AA440B5FBCE7A56E8CB452B4FA5@TF-FS2.internal.techfluent.com> <1774.10.1.7.67.1150893627.squirrel@www.mail.pbu.edu> <44995171.4050505@bubbles-it.be> Message-ID: <4926.10.1.7.67.1150901943.squirrel@www.mail.pbu.edu> On Wed, June 21, 2006 10:02 am, Niels Huylebroeck wrote: > Jay Lee wrote: >> On Wed, June 21, 2006 12:06 am, Duncan Shannon wrote: >> >>> Just thought id toss out a message to see if anyone has any comments >>> or feedback about how using 3.6.0 has been going.. esp. as it applies >>> to those upgrading from 3.4.x. >>> > We're upgrading too but with a clean install. (Still find the DB > updating business risky at least, also have never found much info about > it) riskier than throwing away all of your existing data? I just followed the instructions in the README without issue. >>> Any wild successes? Miserable failures? >>> >>> >> >> I'm still on 3.6rc2 (just need to find time to move to 3.6 final) but >> our staff has given positive feedback to the new features of 3.6. The >> ability to customize the RT at a glance is wonderful and the new 3.5ish >> layout is also a major plus. With AJAX becoming more and more popular >> the interface isn't quite what some users wish for but it's very good in >> my book. >> >> Jay >> >> > I agree the features are refreshing to say the least, on the other hand > one could expect something more from a minor version update in comparison > to a patch update. Patches fix bugs, minor updates add minor features. For a minor update I've found 3.6 to be quite rich in new features. > What is this AJAX you mention ? Is it some type of standard UI guidelines > ? AJAX is a buzzword for more interactive web pages (think Google's GMail). It basically uses advanced javascript, dhtml and server side scripting to make the web interface work more like a normal application. > I do want to bring up an issue I didn't have before, pages seem to load > quite a bit slower compared to 3.4.x series. It seems the loading of all > the separately linked .js files slows me down a lot. Also I do not get any > feedback on the screen (besides status bar) until the site is fully > loaded, in the past I could see my list of tickets grow (which annoys me > in another way but that's not an issue here ^^). It almost seems as if I > were using that buffer_ouput() feature like in PHP. Haven't noticed any speed issues, though I have a nice beefy server, maybe it's time to update the hardware? > I'm using FastCGI 2.4.2 on a apache 2.0.52 + mod_perl2 with CentOS 4.3. Well which are you using? FastCGI or mod_perl? > You can check out the front page if you like, > www.langen{anti-index}berg.be (https connection redirect is on port 444) > remove the {} part. Jay -- Jay Lee Network / Systems Administrator Information Technology Dept. Philadelphia Biblical University -- From murphy at genome.chop.edu Wed Jun 21 10:42:22 2006 From: murphy at genome.chop.edu (Kevin Murphy) Date: Wed, 21 Jun 2006 10:42:22 -0400 Subject: [rt-users] help with 3.6.0 upgrade from 3.4.4 Message-ID: <44995ACE.6010808@genome.chop.edu> When I run: /usr/local/rt3/sbin/rt-setup-database --dba postgres --prompt-for-dba-password --action schema --datadir etc/upgrade/3.5.1 I get: Creating database schema. Couldn't find schema file for Pg Wot op? Thanks, Kevin From todd at chaka.net Wed Jun 21 11:56:06 2006 From: todd at chaka.net (Todd Chapman) Date: Wed, 21 Jun 2006 11:56:06 -0400 Subject: [rt-users] help with 3.6.0 upgrade from 3.4.4 In-Reply-To: <44995ACE.6010808@genome.chop.edu> References: <44995ACE.6010808@genome.chop.edu> Message-ID: <20060621155606.GK30623@chaka.net> On Wed, Jun 21, 2006 at 10:42:22AM -0400, Kevin Murphy wrote: > When I run: > > /usr/local/rt3/sbin/rt-setup-database --dba postgres > --prompt-for-dba-password --action schema --datadir etc/upgrade/3.5.1 > > I get: > > Creating database schema. > Couldn't find schema file for Pg > > Wot op? Just ignore that. It just means there was no schema upgrade. You will get a similar message for acl upgrade. From DTaylor at cidc.com Wed Jun 21 11:53:50 2006 From: DTaylor at cidc.com (Drew Taylor) Date: Wed, 21 Jun 2006 11:53:50 -0400 Subject: [rt-users] LDAP authentication question Message-ID: <61635F141D37624DB4F228F9767295AD02EBEF91@dice2.gvcorp.grandvirtual.com> I'm working on a fresh 3.6 install and would like to try the LDAP authentication option. However, our corporate structure requires us to have 2 distinct Active Directory trees. Is there any way to setup authentication so it will try multiple servers? From my quick glance at the code, it seems it is not trivial. Thanks, Drew From murphy at genome.chop.edu Wed Jun 21 13:14:21 2006 From: murphy at genome.chop.edu (Kevin Murphy) Date: Wed, 21 Jun 2006 13:14:21 -0400 Subject: [rt-users] help with 3.6.0 upgrade from 3.4.4 In-Reply-To: <20060621155606.GK30623@chaka.net> References: <44995ACE.6010808@genome.chop.edu> <20060621155606.GK30623@chaka.net> Message-ID: <44997E6D.8000807@genome.chop.edu> Todd Chapman wrote: > On Wed, Jun 21, 2006 at 10:42:22AM -0400, Kevin Murphy wrote: > >> When I run: >> >> /usr/local/rt3/sbin/rt-setup-database --dba postgres >> --prompt-for-dba-password --action schema --datadir etc/upgrade/3.5.1 >> >> I get: >> >> Creating database schema. >> Couldn't find schema file for Pg >> >> Wot op? >> > > Just ignore that. It just means there was no schema upgrade. > You will get a similar message for acl upgrade. > > > OK. It returns with a nonzero exit status, though, which is why I asked. -Kevin From mnichols at wayport.net Wed Jun 21 14:27:30 2006 From: mnichols at wayport.net (Matt Nichols) Date: Wed, 21 Jun 2006 13:27:30 -0500 Subject: [rt-users] Users replying to "resolved" ticket notifications re-opens ticket Message-ID: <52AD365BD79BA048B359E3F4411D45150DE7ED5D@exchange01.wayad.corp.wayport.net> Hello, When a ticket is resolved and the user receives an email notification stating that their ticket was resolved the user will often send a reply either saying "thanks" or something to that effect which adds it as a correspondence to the ticket (good) but also sets the ticket from resolved back to 'open (not good, extra work for us to go close the ticket again since it wasn't the users intention to open the issue back up with their reply.) Any ideas for a solution to this? -Matt -------------- next part -------------- An HTML attachment was scrubbed... URL: From jfenner at vitamix.com Wed Jun 21 16:21:33 2006 From: jfenner at vitamix.com (Jason Fenner) Date: Wed, 21 Jun 2006 16:21:33 -0400 Subject: [rt-users] how's 3.6.0 working for you? In-Reply-To: <2B7B7880538AA440B5FBCE7A56E8CB452B4FA5@TF-FS2.internal.techfluent.com> References: <2B7B7880538AA440B5FBCE7A56E8CB452B4FA5@TF-FS2.internal.techfluent.com> Message-ID: <4499AA4D.1050905@vitamix.com> The new UI is quite nice. A very good improvement. The introduction of the concept of "Portlets" is really cool. Popular with our users. We had no real problem with the upgrade from 3.4.5 One thing that it does seem to be missing though, is any kind of Ajax support in the order of Autocompleters, etc. Other then that, I was impressed with the amount of items in the changelog for this release. Duncan Shannon wrote: > Hi List- > > Just thought id toss out a message to see if anyone has any comments or > feedback about how using 3.6.0 has been going.. esp. as it applies to > those upgrading from 3.4.x. > > Any wild successes? Miserable failures? > > How do your users like the new interface? > > duncan > > -- > 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 > > From btmanmeh at verizon.net Wed Jun 21 16:24:18 2006 From: btmanmeh at verizon.net (Max H.) Date: Wed, 21 Jun 2006 16:24:18 -0400 Subject: [rt-users] how's 3.6.0 working for you? In-Reply-To: <4499AA4D.1050905@vitamix.com> References: <2B7B7880538AA440B5FBCE7A56E8CB452B4FA5@TF-FS2.internal.techfluent.com> <4499AA4D.1050905@vitamix.com> Message-ID: <4499AAF2.8040807@verizon.net> Jason Fenner wrote: > The new UI is quite nice. A very good improvement. The introduction of > the concept of "Portlets" is really cool. Popular with our users. We > had no real problem with the upgrade from 3.4.5 > Are any of you using RTFM, Asset Tracker, and RTx-Statistics? If so, did the upgrade present any problems in regards to these add-on packages? Thanks. Max From jfenner at vitamix.com Wed Jun 21 16:26:46 2006 From: jfenner at vitamix.com (Jason Fenner) Date: Wed, 21 Jun 2006 16:26:46 -0400 Subject: [rt-users] how's 3.6.0 working for you? In-Reply-To: <4499AAF2.8040807@verizon.net> References: <2B7B7880538AA440B5FBCE7A56E8CB452B4FA5@TF-FS2.internal.techfluent.com> <4499AA4D.1050905@vitamix.com> <4499AAF2.8040807@verizon.net> Message-ID: <4499AB86.4060005@vitamix.com> Max H. wrote: > Jason Fenner wrote: >> The new UI is quite nice. A very good improvement. The introduction >> of the concept of "Portlets" is really cool. Popular with our >> users. We had no real problem with the upgrade from 3.4.5 >> > > > Are any of you using RTFM, Asset Tracker, and RTx-Statistics? If so, > did the upgrade present any problems in regards to these add-on > packages? Thanks. > > Max > I use RTFM, RTx-Statistics, and the Shredder...there were no problems with any. (That I have found yet...lol) From todd at chaka.net Wed Jun 21 16:33:34 2006 From: todd at chaka.net (Todd Chapman) Date: Wed, 21 Jun 2006 16:33:34 -0400 Subject: [rt-users] how's 3.6.0 working for you? In-Reply-To: <4499AAF2.8040807@verizon.net> References: <2B7B7880538AA440B5FBCE7A56E8CB452B4FA5@TF-FS2.internal.techfluent.com> <4499AA4D.1050905@vitamix.com> <4499AAF2.8040807@verizon.net> Message-ID: <20060621203334.GN30623@chaka.net> On Wed, Jun 21, 2006 at 04:24:18PM -0400, Max H. wrote: > Jason Fenner wrote: > >The new UI is quite nice. A very good improvement. The introduction of > >the concept of "Portlets" is really cool. Popular with our users. We > >had no real problem with the upgrade from 3.4.5 > > > > > Are any of you using RTFM, Asset Tracker, and RTx-Statistics? If so, did > the upgrade present any problems in regards to these add-on packages? > Thanks. There is one small bug with Asset Tracker that is easy to fix. The Last 10 Upated Assets doesn't display. Easy to fix though. -Todd From btmanmeh at verizon.net Wed Jun 21 16:35:57 2006 From: btmanmeh at verizon.net (Max H.) Date: Wed, 21 Jun 2006 16:35:57 -0400 Subject: [rt-users] how's 3.6.0 working for you? In-Reply-To: <20060621203334.GN30623@chaka.net> References: <2B7B7880538AA440B5FBCE7A56E8CB452B4FA5@TF-FS2.internal.techfluent.com> <4499AA4D.1050905@vitamix.com> <4499AAF2.8040807@verizon.net> <20060621203334.GN30623@chaka.net> Message-ID: <4499ADAD.7030103@verizon.net> Todd Chapman wrote: > > > There is one small bug with Asset Tracker that is easy to fix. > The Last 10 Upated Assets doesn't display. Easy to fix though. > Excellent. I'm most concerned with RTFM working, since I have some information under it. Statistics is mainly aesthetic, but it's nice. I loaded up Asset Tracker a long time ago, but honestly never really put it use. I'm having a hard time getting an installation up and running to test on. My current production box is 3.4.5. iI no one is experiencing problems though, I might not bother with a test install. Perl isn't cooperating with me...imagine that lol. Great, thanks guys! Max From cabal at u.washington.edu Wed Jun 21 17:30:03 2006 From: cabal at u.washington.edu (John H. Nyhuis) Date: Wed, 21 Jun 2006 14:30:03 -0700 (PDT) Subject: [rt-users] Q: Seeking guidance on perl module loading in RT Message-ID: Greetings, I have a custom build perl script that I adapted from the one in the O'reily "RT Essentials" book pg. 81, that queries a LDAP database for lots of information, parses it, and populates lots of custom fields in RT. While I am a beginner perl scripter, I have tested by perl script on the command line (substituting the RT ins and outs because it's not running inside RT) and it all works as expected. However, once plugged into RT as a "Custom action preparation code:" (Configuration/Global/Scripts), I receive the following error when the script is triggered: Jun 21 13:23:45 rt RT: Scrip 16 Prepare failed: Can't locate object method "new" via package "Net::LDAP" (perhaps you forgot to load "Net::LDAP"?) at (eval 332) line 11. Stack: [(eval 332):11] [/usr/local/rt3/lib/RT/ScripAction_Overlay.pm:233] [/usr/local/rt3/lib/RT/Scrip_Overlay.pm:478] [/usr/local/rt3/lib/RT/Scrips_Overlay.pm:236] [/usr/local/rt3/lib/RT/Transaction_Overlay.pm:162] [/usr/local/rt3/lib/RT/Record.pm:1438] [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:720] [/usr/local/rt3/lib/RT/Interface/Email.pm:765] [/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:58] (/usr/local/rt3/lib/RT/Action/UserDefined.pm:65) As I interpret this, RT can't find Net::LDAP. However, Net::LDAP is installed according to CPAN, and again, when run as a command line script, the script has no problems finding it. Do I need to tell RT where to find the perl modules somehow? Does this have to be specified at compile with a "require Net::LDAP" tag or some such? The mailing archive has a similar issue by "mtaylor at real" on Debian (I am using FreeBSD 5.5), and apparently his issue was resolved by adding LDAP configuration information to his RTSiteConfig.pm. I have added this information my RTSiteConfig.pm and have not seen any changes in my error. http://www.gossamer-threads.com/lists/rt/users/39722?search_string=%2B%26quot%3BCan%27t%20locate%20object%20method%26quot%3B%20%2B%26quot%3Bperhaps%20you%20forgot%20to%20load%26quot%3B%20%2B%26quot%3BNet%3A%3ALDAP%26quot%3B;#39722 Google has not turned up much useful info (except for the RT mailing archive issue). I am out of ideas at this point, and would appreciate it if someone could point me in the right direction. Thanks for any assistance in advance. 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 msnyder at servervault.com Wed Jun 21 21:09:33 2006 From: msnyder at servervault.com (Mathew Snyder) Date: Wed, 21 Jun 2006 21:09:33 -0400 Subject: [rt-users] how's 3.6.0 working for you? In-Reply-To: <2B7B7880538AA440B5FBCE7A56E8CB452B4FA5@TF-FS2.internal.techfluent.com> References: <2B7B7880538AA440B5FBCE7A56E8CB452B4FA5@TF-FS2.internal.techfluent.com> Message-ID: <4499EDCD.3050400@servervault.com> 3.6.0 has worked fine for me from pre1 to stable. I wrote a script which does every step of a data migration from 3.0.9 to 3.6.0 locally on my workstation. It installs the old version, migrates the old data from a Postgres database to a MySQL database using a slightly modified version of the script created by Jesse and found on the wiki, upgrades the old RT version to 3.6.0 (including the database schema) and then creates a dumpfile of the database to be copied over to the new server and imported. So far, a seamless operation. As far as the look and feel. I just use the 3.4-compat stylesheet with colors more in tune with the company I work for. So far, most people like it. Those that don't tend to not like the company colors anyway. Mathew Snyder Systems Administrator Network+ ServerVault TechOps Duncan Shannon wrote: > Hi List- > > Just thought id toss out a message to see if anyone has any comments or > feedback about how using 3.6.0 has been going.. esp. as it applies to > those upgrading from 3.4.x. > > Any wild successes? Miserable failures? > > How do your users like the new interface? > > duncan > > -- > 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 > From cabal at u.washington.edu Wed Jun 21 18:46:52 2006 From: cabal at u.washington.edu (John H. Nyhuis) Date: Wed, 21 Jun 2006 15:46:52 -0700 (PDT) Subject: [rt-users] Q: Seeking guidance on perl module loading in RT Message-ID: I apologize for spamming folks a second time. I also checked the perms on the ldap.pm module and set them to 755 just in case that was the issue. My error did not change. Thanks, John N. ---------- Forwarded message ---------- Date: Wed, 21 Jun 2006 14:30:03 -0700 (PDT) From: John H. Nyhuis To: rt-users at lists.bestpractical.com Subject: Q: Seeking guidance on perl module loading in RT Greetings, I have a custom build perl script that I adapted from the one in the O'reily "RT Essentials" book pg. 81, that queries a LDAP database for lots of information, parses it, and populates lots of custom fields in RT. While I am a beginner perl scripter, I have tested by perl script on the command line (substituting the RT ins and outs because it's not running inside RT) and it all works as expected. However, once plugged into RT as a "Custom action preparation code:" (Configuration/Global/Scripts), I receive the following error when the script is triggered: Jun 21 13:23:45 rt RT: Scrip 16 Prepare failed: Can't locate object method "new" via package "Net::LDAP" (perhaps you forgot to load "Net::LDAP"?) at (eval 332) line 11. Stack: [(eval 332):11] [/usr/local/rt3/lib/RT/ScripAction_Overlay.pm:233] [/usr/local/rt3/lib/RT/Scrip_Overlay.pm:478] [/usr/local/rt3/lib/RT/Scrips_Overlay.pm:236] [/usr/local/rt3/lib/RT/Transaction_Overlay.pm:162] [/usr/local/rt3/lib/RT/Record.pm:1438] [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:720] [/usr/local/rt3/lib/RT/Interface/Email.pm:765] [/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:58] (/usr/local/rt3/lib/RT/Action/UserDefined.pm:65) As I interpret this, RT can't find Net::LDAP. However, Net::LDAP is installed according to CPAN, and again, when run as a command line script, the script has no problems finding it. Do I need to tell RT where to find the perl modules somehow? Does this have to be specified at compile with a "require Net::LDAP" tag or some such? The mailing archive has a similar issue by "mtaylor at real" on Debian (I am using FreeBSD 5.5), and apparently his issue was resolved by adding LDAP configuration information to his RTSiteConfig.pm. I have added this information my RTSiteConfig.pm and have not seen any changes in my error. http://www.gossamer-threads.com/lists/rt/users/39722?search_string=%2B%26quot%3BCan%27t%20locate%20object%20method%26quot%3B%20%2B%26quot%3Bperhaps%20you%20forgot%20to%20load%26quot%3B%20%2B%26quot%3BNet%3A%3ALDAP%26quot%3B;#39722 Google has not turned up much useful info (except for the RT mailing archive issue). I am out of ideas at this point, and would appreciate it if someone could point me in the right direction. Thanks for any assistance in advance. 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 purp at acm.org Thu Jun 22 01:46:02 2006 From: purp at acm.org (Jim Meyer) Date: Wed, 21 Jun 2006 22:46:02 -0700 Subject: [rt-users] LDAP authentication question In-Reply-To: <61635F141D37624DB4F228F9767295AD02EBEF91@dice2.gvcorp.grandvirtual.com> References: <61635F141D37624DB4F228F9767295AD02EBEF91@dice2.gvcorp.grandvirtual.com> Message-ID: Hello! On 6/21/06, Drew Taylor wrote: > I'm working on a fresh 3.6 install and would like to try the LDAP > authentication option. However, our corporate structure requires us to > have 2 distinct Active Directory trees. Is there any way to setup > authentication so it will try multiple servers? From my quick glance at > the code, it seems it is not trivial. No, there's no support for this in the current overlay. I don't know that it's horribly difficult to add, though; you'd need to add another variable for the alternate server, then hack the auth routines to try primary, then secondary. Good luck! --j -- Jim Meyer, Geek at Large purp at acm.org From niels at bubbles-it.be Thu Jun 22 04:50:59 2006 From: niels at bubbles-it.be (Niels Huylebroeck) Date: Thu, 22 Jun 2006 10:50:59 +0200 Subject: [rt-users] Users replying to "resolved" ticket notifications re-opens ticket In-Reply-To: <52AD365BD79BA048B359E3F4411D45150DE7ED5D@exchange01.wayad.corp.wayport.net> References: <52AD365BD79BA048B359E3F4411D45150DE7ED5D@exchange01.wayad.corp.wayport.net> Message-ID: <449A59F3.1070105@bubbles-it.be> Matt Nichols wrote: > > Hello, > > > > When a ticket is resolved and the user receives an email notification > stating that their ticket was resolved the user will often send a > reply either saying "thanks" or something to that effect which adds it > as a correspondence to the ticket (good) but also sets the ticket from > resolved back to 'open (not good, extra work for us to go close the > ticket again since it wasn't the users intention to open the issue > back up with their reply.) Any ideas for a solution to this? > > > > -Matt > I found 2 methods : 1) user education 2) further explanation in the resolved template that they need not reply unless there is still something wrong. Both methods together works best of course. I know this probably isn't the answer you were looking for, but imagine you would ignore replies to a ticket after it is closed (or create a new one) you would have much more problems cleaning up that mess in contrast to just closing the ticket again this time. You could however maybe adjust some templates and use a CustomValue field (which you set manually) to indicate that there will be no Resolved mail sent to the user (after "thanks"-reply) to avoid having a user loop like : thanks -> resolved -> i thought it was already solved ? -> resolved -> why do you keep resolving -> resolved -> stop it ! (Thrust me I've had this with one client at a time... ) So using CustomValue you'd have something like this : thanks -> set CustomValue ID10T -> resolve (silent - no mail) -- 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" -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 252 bytes Desc: OpenPGP digital signature URL: From Jan-Peter.Koopmann at seceidos.de Thu Jun 22 05:48:00 2006 From: Jan-Peter.Koopmann at seceidos.de (Koopmann, Jan-Peter) Date: Thu, 22 Jun 2006 11:48:00 +0200 Subject: [rt-users] TransactionBatch Message-ID: Hi, I have a small scrip that changes a custom field to "IT" in case a correspondence is added to a ticket by a user who is not member of the IT group: Condition: On Correspond Action: User Definded Template: Blank Stage: TransactionCreate Preparation: return 1; Cleanup code: my $group = 'IT'; my $PrincipalObj = RT::Principal->new( $self->TransactionObj->CreatorObj ); $PrincipalObj->Load( $self->TransactionObj->CreatorObj->Id ); my $groupobj = RT::Group->new($self->TransactionObj->CreatorObj ); $groupobj->LoadUserDefinedGroup($group); my $HasMember = $groupobj->HasMemberRecursively( $PrincipalObj ); if (! $HasMember) { $RT::Logger->info("Ticket changed by admin"); my $CFName = 'Wartet auf'; my $DefaultValue = 'IT'; my $RecTransaction = 1; my $QueueObj = $self->TicketObj->QueueObj; my $CFObj = RT::CustomField->new( $QueueObj->CurrentUser ); $CFObj->LoadByNameAndQueue( Name => $CFName, Queue => 0 ); unless( $CFObj->id ) { $RT::Logger->warning( "$CFName doesn't exist, Queue -". $QueueObj->Name ."-" ); return undef; } if ( $self->TicketObj->FirstCustomFieldValue( $CFObj->id ) eq "User" ) { my( $st, $msg ) = $self->TicketObj->AddCustomFieldValue( Field => $CFObj->id, Value => $DefaultValue, RecordTransaction => $RecTransaction ); unless( $st ) { $RT::Logger->warning( "Couldn't set $DefaultValue as value for CF $CFName:". $msg ); return undef; } } } My problem: If the custom field "Wartet auf" is shown in the Update page it sometimes happens that the scrip changes the field to "IT" and a later transaction changes it back to the former value (the one shown in the update field): # Do. 22. Jun. 2006, 08:45:00 t.user - Wartet auf IT changed to User # Do. 22. Jun. 2006, 08:45:00 RT_System - Wartet auf User changed to IT # Do. 22. Jun. 2006, 08:44:59 RT_System - Ausgehende Mail gespeichert [Zeige] # Do. 22. Jun. 2006, 08:44:59 RT_System - Ausgehende Mail gespeichert [Zeige] # Do. 22. Jun. 2006, 08:44:58 t.user - Correspondence added [Antworten] [Kommentar] I suspect the update page created several transactions, one for the Correspondence and maybe one for custom field? If so, I thought that TransactionBatch would be the solution. So I changed the scrip to TransactionBatch stage and nothing happens, it simply does not fire (yes UseTransactionBatch in RT_SiteConfig is set and apache restarted). Why? Kind regards, JP From murphy at genome.chop.edu Thu Jun 22 07:01:05 2006 From: murphy at genome.chop.edu (Kevin Murphy) Date: Thu, 22 Jun 2006 07:01:05 -0400 Subject: [rt-users] Minor problem after 3.6.0 upgrade: highest priority tickets subject links broken Message-ID: <449A7871.7080408@genome.chop.edu> (Upgraded from RT 3.4.4 to 3.6.0, using PG 8.1.4.) On the "RT at a glance" page, the subject links in the "10 highest priority tickets I own" section are broken, because they don't include the WebPath. All other subject links (in the unowned tickets section, and in search results) are good. Hard to believe this is a real issue; maybe something went awry with my upgrade? What's the easiest/best way to tweak this? Any official means of configuring the relevant format is not obvious. Thanks, Kevin Murphy From pape-rt at inf.fu-berlin.de Thu Jun 22 07:01:20 2006 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Thu, 22 Jun 2006 13:01:20 +0200 Subject: [rt-users] Users replying to "resolved" ticket notifications re-opens ticket In-Reply-To: <449A59F3.1070105@bubbles-it.be> References: <52AD365BD79BA048B359E3F4411D45150DE7ED5D@exchange01.wayad.corp.w ayport.net> <449A59F3.1070105@bubbles-it.be> Message-ID: <38AB38459DBF6062362BC40D@idefix.mi.fu-berlin.de> Hello, --Am 22. Juni 2006 10:50:59 +0200 schrieb Niels Huylebroeck : > So using CustomValue you'd have something like this : > thanks -> set CustomValue ID10T -> resolve (silent - no mail) we here use our silently_resolve.patch in (available for 3.0 to 3.6), to enable a new status selectable by staff to resolve a ticket after "thank you" without notifying anyone. Dirk. -- Dr. Dirk Pape (eAS - Projektleitung Campus Management) Freie Universitaet Berlin Grunewaldstr. 34a, 12165 Berlin Tel. +49 (30) 838 75143, Fax. +49 (30) 838 54654 From niels at bubbles-it.be Thu Jun 22 09:08:42 2006 From: niels at bubbles-it.be (Niels Huylebroeck) Date: Thu, 22 Jun 2006 15:08:42 +0200 Subject: [rt-users] Users replying to "resolved" ticket notifications re-opens ticket In-Reply-To: <38AB38459DBF6062362BC40D@idefix.mi.fu-berlin.de> References: <52AD365BD79BA048B359E3F4411D45150DE7ED5D@exchange01.wayad.corp.w ayport.net> <449A59F3.1070105@bubbles-it.be> <38AB38459DBF6062362BC40D@idefix.mi.fu-berlin.de> Message-ID: <449A965A.9060102@bubbles-it.be> > we here use our silently_resolve.patch in > (available for 3.0 > to 3.6), to enable a new status selectable by staff to resolve a > ticket after "thank you" without notifying anyone. > > Dirk. > Same thing different approach, personally I don't really like putting in patches for things that can be handled by the system mechanics itself. (Also I'm running 3.6.0 myself and can't be bothered to adjust the patch :) This solution may perhaps suit you better Matt. We're all here to help :) -- 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 niels at bubbles-it.be Thu Jun 22 09:20:57 2006 From: niels at bubbles-it.be (Niels Huylebroeck) Date: Thu, 22 Jun 2006 15:20:57 +0200 Subject: [rt-users] Users replying to "resolved" ticket notifications re-opens ticket In-Reply-To: <52AD365BD79BA048B359E3F4411D45150DE7ED5D@exchange01.wayad.corp.wayport.net> References: <52AD365BD79BA048B359E3F4411D45150DE7ED5D@exchange01.wayad.corp.wayport.net> Message-ID: <449A9939.4010407@bubbles-it.be> Matt Nichols wrote: > > Hello, > > > > When a ticket is resolved and the user receives an email notification > stating that their ticket was resolved the user will often send a > reply either saying "thanks" or something to that effect which adds it > as a correspondence to the ticket (good) but also sets the ticket from > resolved back to 'open (not good, extra work for us to go close the > ticket again since it wasn't the users intention to open the issue > back up with their reply.) Any ideas for a solution to this? > > > > -Matt > A third solution could be found here : http://wiki.bestpractical.com/index.cgi?OnResolveOnce If you where to change the default scrip where it says in the condition OnResolve, replace it with OnResolveOnce like described in the link. -- 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" -------------- next part -------------- An HTML attachment was scrubbed... URL: From sean.conway at mtsallstream.com Thu Jun 22 09:41:52 2006 From: sean.conway at mtsallstream.com (Conway, Sean) Date: Thu, 22 Jun 2006 08:41:52 -0500 Subject: [rt-users] How's 3.6.0 working for you Message-ID: <270ACA5D2DB53248809CCD6885A16CA4011E1DE9@PTEEXB02.mtsallstream.com> G'Day, Our group is new to RT. We still have that clear plastic coating over our installation. You know the plastic that rolls up at a corner and only comes off completely when someone has the time to pick at it. We have been unable to successfully install 3.6.0. on a server running Linux CentOS 4.3. There, I said it! We are not doing an upgrade but a start from scratch installation. Not having grown up with RT from its infancy we are not sure if the problem is unique to us or because of the new plastic smell of RT 3.6.0. We have been testing a 3.4.5 RPM install on a 3.8G DELL 1850 server, with 4G memory, running Linux CentOS 4.3. CentOS is a RHEL look alike. The RT installation was configured with RTFM & RTIR. We are looking to develop a production installation for an abuse management system do out this fall. (according to the plan:) ) We did try numerous 3.4.5 source installs. Bugs and a trip through dependency Hades leads us to question if it was our O/S of choice and not RT. The RPM install was much smoother. A genuflection to the poor soul would invested the time in sowing the RPM seeds and had the compassion to share his harvest. The RPM puts stuff where you would find them in an RH world. Some of our team new to RH find that difficult. We have a bug with the RTIR module installation on both an RT RPM install and an RT source install. When you try and examine history of the user we get a --Can't locate object method "Name" via package "No object mapping for field"--. This has been noted in a posting on the mailing list Mar. 2005 but no answer was posted. Hey wasn't this suppose to be about RT 3.6.0? We haven't thrown our hands up yet on an 3.6.0 install. I am continuing the development and design with 3.4.5 while another individual is trying to get 3.6.0 up and running. His head is bare in spots from pulling hair out but he hasn't started to throw things yet so he is plans to continue the search for the 3.6.0 grail. If he is successful we should have an installation process we would be willing to share. The company planner hoping to start the abuse management system on 3.6.0. I have been investigating paying for some support to get a 3.6.0 install up and running with RTFM and RTIR modules. The company bean counters opened the purse strings to let me buy the O'Reilly book but are not as forth coming with rupees for installation support. I am just hoping we don't have to abandon the 3.6.0 search because of time constraints. I am impressed with the RT community on this board. I suspect they all have their installation nightmares. Some correspondence have given me some insight. Responders have admitted RT is not a turn key install and many of the secrets to a successful installation are locked away in the minds of techies and rarely shared. My background is aviation. Planning and design are critical before a production implementation if you don't want aluminum rain:( I am finding this part difficult because everyone is focused on getting it working without a clear definition of what working means. Sean Conway Network System Specialist From lorell at hathcock.org Thu Jun 22 10:09:30 2006 From: lorell at hathcock.org (Lorell Hathcock) Date: Thu, 22 Jun 2006 09:09:30 -0500 Subject: [rt-users] New RT 3.4.5 install - rt-mailgate install Message-ID: <020201c69605$7ab12370$7802a8c0@lorellhathcock> Greetings! I am trying to complete a new RT install configuration. I am down to rt-mailgate. Here's what I have read about the configuration: ====================================== SETUP Much of the set up of the mail gateway depends on your MTA and mail routing configuration. However, you will need first of all to create an RT user for the mail gateway and assign it a password; this helps to ensure that mail coming into the web server did originate from the gateway. Next, you need to route mail to "rt-mailgate" for the queues you?re monitoring. For instance, if you?re using /etc/aliases and you have a "bugs" queue, you will want something like this: bugs: "?/opt/rt3/bin/rt-mailgate --queue bugs --action correspond --url HYPERLINK "http://rt.mycorp.com/"http://rt.mycorp.com/" bugs-comment: "?/opt/rt3/bin/rt-mailgate --queue bugs --action comment --url HYPERLINK "http://rt.mycorp.com/"http://rt.mycorp.com/" Note that you don?t have to run your RT server on your mail server, as the mail gateway will happily relay to a different machine. ====================================== That does not say how to set up the user in RT. I created a user called mailman. This is probably where I'm going astray, but I do not see any special settings that designate this user as the user which can receive mail. I added the following line to /etc/aliases: support: "/opt/rt3/bin/rt-mailgate --queue '00-Incoming Email' --action correspond --url HYPERLINK "http://support.emcsol.com/"http://support.emcsol.com/" and ran newaliases. When I add the --debug option to the command, I get this: [root at tickets bin]# /opt/rt3/bin/rt-mailgate --queue '00-Incoming Email' --action correspond --url HYPERLINK "http://support.emcsol.com"http://support.emcsol.com --debug test Connecting to HYPERLINK "http://support.emcsol.com/REST/1.0/NoAuth/mail-gateway"http://support.emcso l.com/REST/1.0/NoAuth/mail-gateway at /opt/rt3/bin/rt-mailgate line 99, <> line 1. It makes me think that the permissions on my designated user are not set up correctly. Thoughts? Thanks! Lorell Hathcock HYPERLINK "mailto:lorell at hathcock.org"lorell at hathcock.org -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.394 / Virus Database: 268.9.1/369 - Release Date: 6/19/2006 -------------- next part -------------- An HTML attachment was scrubbed... URL: From niels at bubbles-it.be Thu Jun 22 10:29:19 2006 From: niels at bubbles-it.be (Niels Huylebroeck) Date: Thu, 22 Jun 2006 16:29:19 +0200 Subject: [rt-users] How's 3.6.0 working for you In-Reply-To: <270ACA5D2DB53248809CCD6885A16CA4011E1DE9@PTEEXB02.mtsallstream.com> References: <270ACA5D2DB53248809CCD6885A16CA4011E1DE9@PTEEXB02.mtsallstream.com> Message-ID: <449AA93F.4030303@bubbles-it.be> Conway, Sean wrote: > We have been testing a 3.4.5 RPM install on a 3.8G DELL 1850 > server, with 4G memory, running Linux CentOS 4.3. CentOS is a RHEL look > alike. We are running the exact same OS. > The RT installation was configured with RTFM & RTIR. But we do not use RTFM and RTIR > We have a bug with the RTIR module installation on both an RT > RPM install and an RT source install. > Can't help you out there. > Hey wasn't this suppose to be about RT 3.6.0? > We haven't thrown our hands up yet on an 3.6.0 install. I am > continuing the development and design with 3.4.5 while another > individual is trying to get 3.6.0 up and running. His head is bare in > spots from pulling hair out but he hasn't started to throw things yet so > he is plans to continue the search for the 3.6.0 grail. If he is > successful we should have an installation process we would be willing to > share. > I'd be willing to share my installation procedure except I do it from the head and loosely based on http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide > The company planner hoping to start the abuse management system > on 3.6.0. I have been investigating paying for some support to get a > 3.6.0 install up and running with RTFM and RTIR modules. The company > bean counters opened the purse strings to let me buy the O'Reilly book > but are not as forth coming with rupees for installation support. I am > just hoping we don't have to abandon the 3.6.0 search because of time > constraints. > That would be a shame, like the wording of one testimonial on the BestPractical site : "Doing helpdesk/support without RT is like watching TV without TiVo, I can only stand it for a short while." I share this feeling even though I am not a user of TiVo. > I am impressed with the RT community on this board. I suspect > they all have their installation nightmares. Some correspondence have > given me some insight. Responders have admitted RT is not a turn key > install and many of the secrets to a successful installation are locked > away in the minds of techies and rarely shared. Though rarely shared they are indeed valuable and should be treated like a +5 sword you find after killing the last dungeon boss. > My background is > aviation. Planning and design are critical before a production > implementation if you don't want aluminum rain:( I am finding this part > difficult because everyone is focused on getting it working without a > clear definition of what working means. > > Are you explaining you're not sure of how to use the system or not sure when the system actually works ? > Sean Conway > Network System Specialist > If you want I'm willing to help you out on a 100% base, personal mail and direct communication. No charge I promise. The only feedback I would like is someone on your side trying to document it as completely as possible, and so we can return this valuable information back to the community. So my offer, I have the time, the knowledge and the will. You care to document and share ? You may reply on or off-list as you like. -- 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 tsmith at loc.gov Thu Jun 22 10:31:01 2006 From: tsmith at loc.gov (Timothy Smith) Date: Thu, 22 Jun 2006 10:31:01 -0400 Subject: [rt-users] How's 3.6.0 working for you Message-ID: What specific problems are you encountering with the 3.6.0 installation? Installing RT 3.6.0 from the tarball using the procedure in the enclosed documentation was clean and unproblematic for me. Tim Smith >>> "Conway, Sean" 06/22/06 9:41 AM >>> ... We have a bug with the RTIR module installation on both an RT RPM install and an RT source install. When you try and examine history of the user we get a --Can't locate object method "Name" via package "No object mapping for field"--. This has been noted in a posting on the mailing list Mar. 2005 but no answer was posted. Hey wasn't this suppose to be about RT 3.6.0? We haven't thrown our hands up yet on an 3.6.0 install. I am continuing the development and design with 3.4.5 while another individual is trying to get 3.6.0 up and running. His head is bare in spots from pulling hair out but he hasn't started to throw things yet so he is plans to continue the search for the 3.6.0 grail. If he is successful we should have an installation process we would be willing to share. From niels at bubbles-it.be Thu Jun 22 10:34:37 2006 From: niels at bubbles-it.be (Niels Huylebroeck) Date: Thu, 22 Jun 2006 16:34:37 +0200 Subject: [rt-users] New RT 3.4.5 install - rt-mailgate install In-Reply-To: <020201c69605$7ab12370$7802a8c0@lorellhathcock> References: <020201c69605$7ab12370$7802a8c0@lorellhathcock> Message-ID: <449AAA7D.50007@bubbles-it.be> Lorell Hathcock wrote: > That does not say how to set up the user in RT. I created a user > called mailman. This is probably where I'm going astray, but I do not > see any special settings that designate this user as the user which > can receive mail. There should be no need for a separate user to inject mail using rt-mailgate. > I added the following line to /etc/aliases: > > support: "/opt/rt3/bin/rt-mailgate --queue '00-Incoming Email' > --action correspond --url http://support.emcsol.com/" If this is a true copy&paste line it has an error, try replacing with support: "|/opt/rt3/bin/rt-mailgate --queue\"'00-Incoming Email\" --action correspond --url \"http://support.emcsol.com/\" " I'm not 100% sure about replacing the ' with " but this is how I use it and it works. > and ran newaliases. on a sidenote, please supply which MTA you're using. > > When I add the --debug option to the command, I get this: > > [root at tickets bin]# /opt/rt3/bin/rt-mailgate --queue '00-Incoming > Email' --action correspond --url http://support.emcsol.com --debug > test > Connecting to http://support.emcsol.com/REST/1.0/NoAuth/mail-gateway > at /opt/rt3/bin/rt-mailgate line 99, <> line 1. I have never tried the --debug option so don't know how it should respond. > It makes me think that the permissions on my designated user are not > set up correctly. Depends a bit on what your MTA shows in it log files, does your mail bounce or does it not appear in queue ? > Thoughts? Thanks! Hope this helps you. -- 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" -------------- next part -------------- An HTML attachment was scrubbed... URL: From niels at bubbles-it.be Thu Jun 22 10:38:30 2006 From: niels at bubbles-it.be (Niels Huylebroeck) Date: Thu, 22 Jun 2006 16:38:30 +0200 Subject: [rt-users] New RT 3.4.5 install - rt-mailgate install In-Reply-To: <449AAA7D.50007@bubbles-it.be> References: <020201c69605$7ab12370$7802a8c0@lorellhathcock> <449AAA7D.50007@bubbles-it.be> Message-ID: <449AAB66.2080609@bubbles-it.be> > support: "|/opt/rt3/bin/rt-mailgate --queue\"'00-Incoming > Email\" --action correspond --url \"http://support.emcsol.com/\" > " support: "|/opt/rt3/bin/rt-mailgate --queue \"00-Incoming Email\" --action correspond --url \"http://support.emcsol.com/\" " correction (left out a space and had a lost ') -------------- next part -------------- An HTML attachment was scrubbed... URL: From joela at umn.edu Thu Jun 22 12:34:16 2006 From: joela at umn.edu (Joel Peter Anderson) Date: Thu, 22 Jun 2006 11:34:16 -0500 (CDT) Subject: comment question: how to avoid attachments?...Re: [rt-users] how's 3.6.0 working for you? In-Reply-To: <4499ADAD.7030103@verizon.net> References: <2B7B7880538AA440B5FBCE7A56E8CB452B4FA5@TF-FS2.internal.techfluent.com> <4499AA4D.1050905@vitamix.com> <4499AAF2.8040807@verizon.net> <20060621203334.GN30623@chaka.net> <4499ADAD.7030103@verizon.net> Message-ID: They WORK in 3.6! Hm - but I see a difference: Comments created with -m are in-line in the ticket, but tickets added with -a become attachments. (this was not the case with 3.4.5) Is there a way to avoid that? (other than "use -m") ------------------------------------------------- joel anderson * joela at umn.edu * 612-625-7389 --> pager: 612-648-6823 Be a part of the Next Age of Exploration http://www.planetary.org/ From nmetrowsky at digitalglobe.com Thu Jun 22 13:55:26 2006 From: nmetrowsky at digitalglobe.com (Nick Metrowsky) Date: Thu, 22 Jun 2006 11:55:26 -0600 Subject: [rt-users] RT 3.6.0 Custom Field Validation Message-ID: Hi Everyone, There is a new feature in RT 3.6.0 that allows one to set up Validation on data entered into a custom field. The question I have is how does one define new validations? Also, what syntax is required for setting up validations? Thank you for your help. Take care! Nick ------------------------------------------------------------------------ --------- Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax nmetrowsky at digitalglobe.com DigitalGlobe (r), An Imaging and Information Company http://www.digitalglobe.com ------------------------------------------------------------------------ --------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From pmdhazy at gmail.com Thu Jun 22 13:49:58 2006 From: pmdhazy at gmail.com (Phil Davis) Date: Thu, 22 Jun 2006 18:49:58 +0100 Subject: [rt-users] Scrip Action to mail all members of arbitrary group? Message-ID: <54d973b00606221049h6c60426bqecd2acd21da2b52f@mail.gmail.com> Despite looking I cannot find an existing example of how to create a Scrip Action that simply emails all members in an arbitrary group. I want to just email a group of users on ticket creation just like AdminCc watchers get but without the other implication of being an AdminCc (such as emails on other events). i.e. I want something like: @recipients = GetEmailsForGroupCalled("MyGroupName"); and then munge @recipients into something suitable for template Also how do you pass arbitray data to a Scrip Action - do you just set it up in the pre-conditions for the Scrip? Has anyone done this sort of thing before? Cheers, -- Phil Davis From todd at chaka.net Thu Jun 22 14:11:20 2006 From: todd at chaka.net (Todd Chapman) Date: Thu, 22 Jun 2006 14:11:20 -0400 Subject: [rt-users] RT 3.6.0 Custom Field Validation In-Reply-To: References: Message-ID: <20060622181119.GO30623@chaka.net> On Thu, Jun 22, 2006 at 11:55:26AM -0600, Nick Metrowsky wrote: > Hi Everyone, > > > > There is a new feature in RT 3.6.0 that allows one to set up Validation > on data entered into a custom field. The question I have is how does one > define new validations? Also, what syntax is required for setting up > validations? > Nick, It's a combo box, so if the validation you want doesn't exists you can just type it in. The syntaz is Perl regular expression syntax, so just refer to your favorite perl manual. This is just from observation. I have used it much yet. -Todd From todd at chaka.net Thu Jun 22 14:30:35 2006 From: todd at chaka.net (Todd Chapman) Date: Thu, 22 Jun 2006 14:30:35 -0400 Subject: [rt-users] RT 3.6: Disabling global scrips per queue? Message-ID: <20060622183035.GP30623@chaka.net> I thought 3.6 was to support disabling global scrips on a per-queue basis, but I don't see it. Is it there? -Todd From jesse at bestpractical.com Thu Jun 22 14:34:57 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 22 Jun 2006 14:34:57 -0400 Subject: [rt-users] RT 3.6: Disabling global scrips per queue? In-Reply-To: <20060622183035.GP30623@chaka.net> References: <20060622183035.GP30623@chaka.net> Message-ID: <20060622183457.GJ24938@bestpractical.com> On Thu, Jun 22, 2006 at 02:30:35PM -0400, Todd Chapman wrote: > I thought 3.6 was to support disabling global scrips on > a per-queue basis, but I don't see it. Is it there? That wasn't ever on the list. That comes in when we get to do the Scrips-> Rules rewrite. > -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 > -- From admin at fouks.net Thu Jun 22 14:37:17 2006 From: admin at fouks.net (Jason Fouks) Date: Thu, 22 Jun 2006 13:37:17 -0500 Subject: [rt-users] RT on Mac OS X Server 10.4 In-Reply-To: <200606012155.AA70713918@ntms1.accuweather.com> References: <200606012155.AA70713918@ntms1.accuweather.com> Message-ID: <606547F4-1D58-4883-813F-ECCD0554AF5D@fouks.net> Mike, I somehow managed to get all of the perl scripts installed and it appears that the make testdeps found all of them. I then followed the instructions to add the following lines to the http config files only after I created the domain name in server admin. RewriteEngine On RedirectMatch permanent (.*)/$ $1/index.html AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason When you pull up the page it lists the following as the error message. The server encountered an internal error or misconfiguration and was unable to complete your request. Looking at the logs I get the following message having to do with Mason. What am I missing on this whole thing? [Thu Jun 22 13:03:16 2006] [error] Can't locate RT/Mason.pm in @INC (@INC contains: /System/Library/Perl/5.8.6/darwin-thread- multi-2level /System/Library/Perl/5.8.6 /Library/Perl/5.8.6/darwin- thread-multi-2level /Library/Perl/5.8.6 /Library/Perl /Network/ Library/Perl/5.8.6/darwin-thread-multi-2level /Network/Library/Perl/ 5.8.6 /Network/Library/Perl /System/Library/Perl/Extras/5.8.6/darwin- thread-multi-2level /System/Library/Perl/Extras/5.8.6 /Library/Perl/ 5.8.1 . /usr/ /usr/lib/perl) at (eval 6) line 3.\n [Thu Jun 22 13:03:16 2006] [error] Undefined subroutine &RT::Mason::handler called.\n [Thu Jun 22 13:03:16 2006] [error] Can't locate RT/Mason.pm in @INC (@INC contains: /System/Library/Perl/5.8.6/darwin-thread- multi-2level /System/Library/Perl/5.8.6 /Library/Perl/5.8.6/darwin- thread-multi-2level /Library/Perl/5.8.6 /Library/Perl /Network/ Library/Perl/5.8.6/darwin-thread-multi-2level /Network/Library/Perl/ 5.8.6 /Network/Library/Perl /System/Library/Perl/Extras/5.8.6/darwin- thread-multi-2level /System/Library/Perl/Extras/5.8.6 /Library/Perl/ 5.8.1 . /usr/ /usr/lib/perl) at (eval 6) line 3.\n [Thu Jun 22 13:03:16 2006] [error] Undefined subroutine &RT::Mason::handler called.\n This has honestly been the most difficult installation of open source software I have ever run into. I am going to have to try a reinstall just so I understand it more once I get it up and running. Thanks much for any help that you can provide me. I really do appreciate it. Jason PS: Server config: OS X 10.4.6, Xcode 2.2 if I remember right. On Jun 1, 2006, at 8:55 PM, Dunne wrote: > Could you possibly send me an error log from a failed install? Are > you using the MySQL > version that is bundled with OS X or did you run a standalone install? > > Mike > > > ---------- Original Message ---------------------------------- > From: Jason Fouks > Date: Thu, 1 Jun 2006 20:03:31 -0500 > >> When I installed 10.4.6 server along with Xcode 2.2 I tried using >> CPAN to get the any of the perl modules working and none of the perl >> modules seemed to go successfully. I was working with this article I >> found on the internet and failed at it using these directions. >> (https://portal.aero.und.edu/docs/general/rtosx) >> >> Jason >> >> On Jun 1, 2006, at 12:18 PM, Michael Dunne wrote: >> >>> Howdy, >>> >>> I managed to get it running on OS X4.6 client. Which modules are >>> you having >>> difficulty with? >>> >>> Mike >>> >>> >>> On 6/1/06 12:54 PM, "Jason Fouks" wrote: >>> >>>> I am running 10.4.6 on a test box. I am trying to get the PERL >>>> modules built but it seems to fail every time which means I >>>> can't get >>>> the RT program running. Has anyone had success with getting the >>>> PERL >>>> modules built and have step by step directions as to how to get RT >>>> built on a brand new 10.4.6 OS X Server? >>>> >>>> Thanks much, >>>> Jason >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly >>>> Media. >>>> Buy a copy at http://rtbook.bestpractical.com >>>> >>>> >>>> We're hiring! Come hack Perl for Best Practical: >>>> http://bestpractical.com/about/jobs.html >>>> >>> >>> >>> >> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Thu Jun 22 14:42:19 2006 From: todd at chaka.net (Todd Chapman) Date: Thu, 22 Jun 2006 14:42:19 -0400 Subject: [rt-users] RT 3.6: Disabling global scrips per queue? In-Reply-To: <20060622183457.GJ24938@bestpractical.com> References: <20060622183035.GP30623@chaka.net> <20060622183457.GJ24938@bestpractical.com> Message-ID: <20060622184219.GQ30623@chaka.net> On Thu, Jun 22, 2006 at 02:34:57PM -0400, Jesse Vincent wrote: > > > > On Thu, Jun 22, 2006 at 02:30:35PM -0400, Todd Chapman wrote: > > I thought 3.6 was to support disabling global scrips on > > a per-queue basis, but I don't see it. Is it there? > > That wasn't ever on the list. That comes in when we get to do the > Scrips-> Rules rewrite. > Sorry. Faulty memory. From jcolson at voidgate.org Thu Jun 22 14:52:00 2006 From: jcolson at voidgate.org (Joshua Colson) Date: Thu, 22 Jun 2006 11:52:00 -0700 Subject: [rt-users] Custom Fields query vs. CLI edit syntax inconsistencies Message-ID: <1151002321.6910.14.camel@s60r.ination.com> Does anyone know why the syntax of a query on a custom field from the command line looks like: rt ls "Queue='General' AND CF.{SomeDefinedCustomField} is not 'NULL'" ... but the edit would be something like: rt edit ticket/1 add CF-SomeDefinedCustomField='Value' Why don't they both use the same syntax for referencing custom fields? Thanks. -- Joshua Colson From ted at serreyn.com Thu Jun 22 15:00:42 2006 From: ted at serreyn.com (Ted Serreyn) Date: Thu, 22 Jun 2006 14:00:42 -0500 Subject: [rt-users] Can't call method "Content" error in 3.6.0 Message-ID: <019201c6962e$2d3ecbf0$0e14140a@ad.serreyn.com> Anyone seen this before? I am trying the new RT build on gentoo. Ideas? I am trying to get this working and see if it resolves the attachment issue with recent version of mysql. Ted Serreyn error: Can't call method "Content" on an undefined value at /var/www/support.serreyn.com/htdocs/rt-3.6.0/Elements/MyRT line 76. context: ... 72: 73: unless (exists $session{'my_rt_portlets'}) { 74: my ($d_portlets) = RT::System->new($session{'CurrentUser'})->Attributes->Named('HomepageSetting s'); 75: my $user = $session{'CurrentUser'}->UserObj; 76: $session{'my_rt_portlets'} = $user->Preferences('HomepageSettings', $d_portlets->Content); 77: } 78: 79: my $portlets = $session{'my_rt_portlets'}; 80: ... code stack: /var/www/support.serreyn.com/htdocs/rt-3.6.0/Elements/MyRT:76 /var/www/support.serreyn.com/htdocs/rt-3.6.0/index.html:79 /var/www/support.serreyn.com/htdocs/rt-3.6.0/autohandler:279 -- Ted Serreyn Phone: 262-432-0260 Fax: 262-432-0232 Serreyn Network Services, LLC http://www.serreyn.com/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Thu Jun 22 15:04:04 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 22 Jun 2006 15:04:04 -0400 Subject: [rt-users] Custom Fields query vs. CLI edit syntax inconsistencies In-Reply-To: <1151002321.6910.14.camel@s60r.ination.com> References: <1151002321.6910.14.camel@s60r.ination.com> Message-ID: <20060622190404.GL24938@bestpractical.com> On Thu, Jun 22, 2006 at 11:52:00AM -0700, Joshua Colson wrote: > Does anyone know why the syntax of a query on a custom field from the > command line looks like: > > rt ls "Queue='General' AND CF.{SomeDefinedCustomField} is not 'NULL'" > > ... but the edit would be something like: > > rt edit ticket/1 add CF-SomeDefinedCustomField='Value' > > Why don't they both use the same syntax for referencing custom fields? Mostly because the functionality came from different places at different times. The query builder version is the preferred format and I'd love a patch to the CLI to support that version. Best, Jesse > Thanks. > > -- > Joshua Colson > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- From blkline at attglobal.net Thu Jun 22 14:00:59 2006 From: blkline at attglobal.net (Barry L. Kline) Date: Thu, 22 Jun 2006 14:00:59 -0400 Subject: [rt-users] Obtaining the first Attachment in a scrip Message-ID: <449ADADB.6030001@attglobal.net> I use DSPAM to catch SPAM coming through my e-mail server. DSPAM "learns" what SPAM looks like by example -- you tell it what is SPAM and what is HAM. DSPAM tags each email with an ID that lets it reverse entries. Any time you receive an email that has been misclassified you can send it back to DSPAM and it will learn from its mistakes. That said, I get email to some of my RT queues that are SPAM. DSPAM has them classified as good, and I want an easy way for my users to be able to ship them back for reclassification. The way I thought about doing that was by making a simple "SPAM" queue, then instructing my users to simply altering the queue of a misclassified messages to Spam. In the scrips section of my Spam queue I want to use "On Queue Change" to notify the AdminCC (which is a bogus user with an email adress that will route back to DSPAM). My problem is that I need the original attachment, so $Transaction->Content will not fit the bill. To do that, I need the first attachment. I created a template called FirstAttachment that contains only the following code: {$self->TransactionObj->Attachments->First->Content} which from my Googling and searching through the mailing list would seem to return what I want. Instead of an email being sent, nothing is. If I choose a different template then the expected email gets sent. Is the code I listed above what I'm looking for? e.g. Should this return the first attachment (the original email) of my ticket? Thanks in advance for your assistance. Barry From nmetrowsky at digitalglobe.com Thu Jun 22 15:17:07 2006 From: nmetrowsky at digitalglobe.com (Nick Metrowsky) Date: Thu, 22 Jun 2006 13:17:07 -0600 Subject: [rt-users] RT 3.6.0 Custom Field Validation Message-ID: Hi Todd, Thank you for writing. So, based upon you message, the validation is defined on a custom field by custom field basis. I sort of thought so, as I could not find an option to set this up globally. Having a global configuration capability may become a useful feature in the future, as folks may want to choose from a library of validations; as opposed to setting up validations on a field by field basis. 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: Todd Chapman [mailto:todd at chaka.net] Sent: Thursday, June 22, 2006 12:11 PM To: Nick Metrowsky Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT 3.6.0 Custom Field Validation On Thu, Jun 22, 2006 at 11:55:26AM -0600, Nick Metrowsky wrote: > Hi Everyone, > > > > There is a new feature in RT 3.6.0 that allows one to set up Validation > on data entered into a custom field. The question I have is how does one > define new validations? Also, what syntax is required for setting up > validations? > Nick, It's a combo box, so if the validation you want doesn't exists you can just type it in. The syntaz is Perl regular expression syntax, so just refer to your favorite perl manual. This is just from observation. I have used it much yet. -Todd From pkime at Shopzilla.com Thu Jun 22 15:31:12 2006 From: pkime at Shopzilla.com (Philip Kime) Date: Thu, 22 Jun 2006 12:31:12 -0700 Subject: [rt-users] Custom Fields query vs. CLI edit syntax inconsistencies Message-ID: <58B1112F0EEB7349AE14A0AA46F9CEC00137AC3F@szexchange.Shopzilla.inc> > Why don't they both use the same syntax for referencing custom fields? I'm not sure that's necessarily a bad thing - the REST syntax for CF editing is nice and simple for scripting - the curly brackets would make things more complicated to parse and generally use. When I was deciding on a format for displaying CFs for the AT REST code, I automatically chose "CF_" (changed to "CF-" now to match RT 3.6.0) because it's easy to parse in the REST code and easy to edit in the CLI. All that shell escaping for curly brackets when you're scripting would make the REST interface less convenient to use ... PK From derek at curis.com Thu Jun 22 15:02:54 2006 From: derek at curis.com (Derek Cunningham) Date: Thu, 22 Jun 2006 15:02:54 -0400 Subject: [rt-users] RT on Mac OS X Server 10.4 In-Reply-To: <606547F4-1D58-4883-813F-ECCD0554AF5D@fouks.net> References: <200606012155.AA70713918@ntms1.accuweather.com> <606547F4-1D58-4883-813F-ECCD0554AF5D@fouks.net> Message-ID: <72A4B984-318E-4A30-9BBC-071A7EB144E9@curis.com> I installed RT 3.4.5 on Mac OS X 10.4.3 client and have been able to get everything except mail delivery working right. Installation was a blend of the instructions on the RT wiki manual install page and OS X install page. I didn't install perl or apache, and the fixdeps/ CPAN stuff worked great except one module I had to force install. I found the entire installation to go very smooth and easy. It was easier than I expected (on the third try). I'd love to hear how different people got email delivery working on OSX 10.4 client. We prefer having RT run on a separate machine, since it requires a lot of customization and we won't be running software update on the machine (who knows what Apple might decide to udpate!) and we decided it didn't require Xserve hardware and we had other spare hardware laying around, so a 10.4 client based installation on a standalone was the way to go for us. I also read that it is much more difficult to install on Server than on Client, that certainly influenced our decision. (think headless mac mini, cheap unix workstation!) Right now it's up and running on a Pismo G3 Powerbook, sitting up above my desk on a shelf with a wireless network connection. As soon as I can figure out how to get email delivery working I'll put RT on something more robust... I have a pretty good step by step instructions sheet built for OS X 10.4 client but haven't posted it yet since it's not fully functional yet... Hope this helps. If anyone can help me configure postfix/email/RT please give me a shout! We are currently using RT 1.0.7 on a Beige G3 Tower running OS X Server 10.0. Built about 6-7 years ago, it is nearing time to upgrade hardware and software... -Derek On Jun 22, 2006, at 2:37 PM, Jason Fouks wrote: > Mike, > > I somehow managed to get all of the perl scripts installed and it > appears that the make testdeps found all of them. I then followed > the instructions to add the following lines to the http config > files only after I created the domain name in server admin. > > > RewriteEngine On > RedirectMatch permanent (.*)/$ $1/index.html > AddDefaultCharset UTF-8 > SetHandler perl-script > PerlHandler RT::Mason > > > When you pull up the page it lists the following as the error message. > > The server encountered an internal error or misconfiguration and > was unable to complete your request. > > Looking at the logs I get the following message having to do with > Mason. What am I missing on this whole thing? > > [Thu Jun 22 13:03:16 2006] [error] Can't locate RT/Mason.pm in @INC > (@INC contains: /System/Library/Perl/5.8.6/darwin-thread- > multi-2level /System/Library/Perl/5.8.6 /Library/Perl/5.8.6/darwin- > thread-multi-2level /Library/Perl/5.8.6 /Library/Perl /Network/ > Library/Perl/5.8.6/darwin-thread-multi-2level /Network/Library/Perl/ > 5.8.6 /Network/Library/Perl /System/Library/Perl/Extras/5.8.6/ > darwin-thread-multi-2level /System/Library/Perl/Extras/5.8.6 / > Library/Perl/5.8.1 . /usr/ /usr/lib/perl) at (eval 6) line 3.\n > [Thu Jun 22 13:03:16 2006] [error] Undefined subroutine > &RT::Mason::handler called.\n > [Thu Jun 22 13:03:16 2006] [error] Can't locate RT/Mason.pm in @INC > (@INC contains: /System/Library/Perl/5.8.6/darwin-thread- > multi-2level /System/Library/Perl/5.8.6 /Library/Perl/5.8.6/darwin- > thread-multi-2level /Library/Perl/5.8.6 /Library/Perl /Network/ > Library/Perl/5.8.6/darwin-thread-multi-2level /Network/Library/Perl/ > 5.8.6 /Network/Library/Perl /System/Library/Perl/Extras/5.8.6/ > darwin-thread-multi-2level /System/Library/Perl/Extras/5.8.6 / > Library/Perl/5.8.1 . /usr/ /usr/lib/perl) at (eval 6) line 3.\n > [Thu Jun 22 13:03:16 2006] [error] Undefined subroutine > &RT::Mason::handler called.\n > > This has honestly been the most difficult installation of open > source software I have ever run into. I am going to have to try a > reinstall just so I understand it more once I get it up and running. > > Thanks much for any help that you can provide me. I really do > appreciate it. > > Jason > > PS: Server config: OS X 10.4.6, Xcode 2.2 if I remember right. > > On Jun 1, 2006, at 8:55 PM, Dunne wrote: > >> Could you possibly send me an error log from a failed install? Are >> you using the MySQL >> version that is bundled with OS X or did you run a standalone >> install? >> >> Mike >> >> >> ---------- Original Message ---------------------------------- >> From: Jason Fouks >> Date: Thu, 1 Jun 2006 20:03:31 -0500 >> >>> When I installed 10.4.6 server along with Xcode 2.2 I tried using >>> CPAN to get the any of the perl modules working and none of the perl >>> modules seemed to go successfully. I was working with this article I >>> found on the internet and failed at it using these directions. >>> (https://portal.aero.und.edu/docs/general/rtosx) >>> >>> Jason >>> >>> On Jun 1, 2006, at 12:18 PM, Michael Dunne wrote: >>> >>>> Howdy, >>>> >>>> I managed to get it running on OS X4.6 client. Which modules are >>>> you having >>>> difficulty with? >>>> >>>> Mike >>>> >>>> >>>> On 6/1/06 12:54 PM, "Jason Fouks" wrote: >>>> >>>>> I am running 10.4.6 on a test box. I am trying to get the PERL >>>>> modules built but it seems to fail every time which means I >>>>> can't get >>>>> the RT program running. Has anyone had success with getting the >>>>> PERL >>>>> modules built and have step by step directions as to how to get RT >>>>> built on a brand new 10.4.6 OS X Server? >>>>> >>>>> Thanks much, >>>>> Jason >>>>> _______________________________________________ >>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>> >>>>> Community help: http://wiki.bestpractical.com >>>>> Commercial support: sales at bestpractical.com >>>>> >>>>> >>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly >>>>> 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 todd at chaka.net Thu Jun 22 15:41:10 2006 From: todd at chaka.net (Todd Chapman) Date: Thu, 22 Jun 2006 15:41:10 -0400 Subject: [rt-users] RT 3.6.0 Custom Field Validation In-Reply-To: References: Message-ID: <20060622194110.GR30623@chaka.net> On Thu, Jun 22, 2006 at 01:17:07PM -0600, Nick Metrowsky wrote: > > Hi Todd, > > Thank you for writing. So, based upon you message, the validation is > defined on a custom field by custom field basis. I sort of thought so, > as I could not find an option to set this up globally. Having a global > configuration capability may become a useful feature in the future, as > folks may want to choose from a library of validations; as opposed to > setting up validations on a field by field basis. > I agree. Lots of extensions could be made for different types of validation. Looking at the RT code, I'm surprised there is no Callback for adding new ones. I'm sure Jesse would take a patch for that. -Todd From jcolson at voidgate.org Thu Jun 22 15:51:38 2006 From: jcolson at voidgate.org (Joshua Colson) Date: Thu, 22 Jun 2006 12:51:38 -0700 Subject: [rt-users] RT 3.6.0 Custom Field Validation In-Reply-To: <20060622194110.GR30623@chaka.net> References: <20060622194110.GR30623@chaka.net> Message-ID: <1151005898.6910.19.camel@s60r.ination.com> On Thu, 2006-06-22 at 15:41 -0400, Todd Chapman wrote: > I agree. Lots of extensions could be made for different types > of validation. Looking at the RT code, I'm surprised there is > no Callback for adding new ones. I'm sure Jesse would take > a patch for that. You could just edit html/Admin/CustomFields/Modify.html and add them in to the Validation section. It isn't ideal, but it may help. -- Joshua Colson From jcolson at voidgate.org Thu Jun 22 15:56:12 2006 From: jcolson at voidgate.org (Joshua Colson) Date: Thu, 22 Jun 2006 12:56:12 -0700 Subject: [rt-users] Custom Fields query vs. CLI edit syntax inconsistencies In-Reply-To: <58B1112F0EEB7349AE14A0AA46F9CEC00137AC3F@szexchange.Shopzilla.inc> References: <58B1112F0EEB7349AE14A0AA46F9CEC00137AC3F@szexchange.Shopzilla.inc> Message-ID: <1151006172.6910.23.camel@s60r.ination.com> On Thu, 2006-06-22 at 12:31 -0700, Philip Kime wrote: > I'm not sure that's necessarily a bad thing - the REST syntax for CF > editing is nice and simple for scripting - the curly brackets would make > things more complicated to parse and generally use. When I was deciding > on a format for displaying CFs for the AT REST code, I automatically > chose "CF_" (changed to "CF-" now to match RT 3.6.0) because it's easy > to parse in the REST code and easy to edit in the CLI. All that shell > escaping for curly brackets when you're scripting would make the REST > interface less convenient to use ... What if the CLI supported both versions of the syntax? Would that make the REST code more difficult to maintain? I agree that the lack of curly brackets makes scripting cleaner but I spend a few hours hitting my head against the wall to discover that difference (in the beginning). Maybe this should be moved to the -devel list. -- Joshua Colson From nmetrowsky at digitalglobe.com Thu Jun 22 15:59:34 2006 From: nmetrowsky at digitalglobe.com (Nick Metrowsky) Date: Thu, 22 Jun 2006 13:59:34 -0600 Subject: [rt-users] RT 3.6.0 Custom Field Validation Message-ID: Hi Joshua, Thank you for writing and the location of the code which contains the validation definitions. It would not be too bad to add the various validations here, as it is better than the alternative of typos when someone tries to enter a validation when creating a custom field. Ideally, this data showed be stored in the database somewhere and the contents maintained via the Global configuration option. At least I know where to make a change when the time comes to use this capability. Take care! Nick ------------------------------------------------------------------------ --------- Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax nmetrowsky at digitalglobe.com DigitalGlobe (r), An Imaging and Information Company http://www.digitalglobe.com ------------------------------------------------------------------------ --------- -----Original Message----- From: Joshua Colson [mailto:jcolson at voidgate.org] Sent: Thursday, June 22, 2006 1:52 PM To: Todd Chapman Cc: Nick Metrowsky; rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT 3.6.0 Custom Field Validation On Thu, 2006-06-22 at 15:41 -0400, Todd Chapman wrote: > I agree. Lots of extensions could be made for different types > of validation. Looking at the RT code, I'm surprised there is > no Callback for adding new ones. I'm sure Jesse would take > a patch for that. You could just edit html/Admin/CustomFields/Modify.html and add them in to the Validation section. It isn't ideal, but it may help. -- Joshua Colson From ted at serreyn.com Thu Jun 22 16:29:44 2006 From: ted at serreyn.com (Ted Serreyn) Date: Thu, 22 Jun 2006 15:29:44 -0500 Subject: [rt-users] 1 problem fixed, 1 major problem to go Message-ID: <01c901c6963a$99405ec0$0e14140a@ad.serreyn.com> The upgrade scripts were not run. Once the insert was done for the 3.5.1 upgrade, the issue with the Content context was resolved. However I am STILL seeing attachment data corruption for RT-3.6.0 and mysql-4.1.20. My character set is set to uft8 in /etc/mysql/my.cnf. Does anyone run mysql 4.1.20 and NOT have this problem, if so can I get a copy of you're my.cnf? Details: This is running on gentoo, was an upgrade from 3.4.5 to 3.6.0. Was a working install until mysql was upgraded (we think). At this time binary file attachments were all corrupted (Word docs primarily). Is there a work around for this other than to downgrade mysql? -- Ted Serreyn Phone: 262-432-0260 Fax: 262-432-0232 Serreyn Network Services, LLC http://www.serreyn.com/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From Darren.Kemp at xerox.com Thu Jun 22 16:39:46 2006 From: Darren.Kemp at xerox.com (Kemp, Darren) Date: Thu, 22 Jun 2006 16:39:46 -0400 Subject: [rt-users] Patching RedHat breaks RT Message-ID: <6C353FB57990C640BE1C098BF284AC1B794D02@usa0300ms04.na.xerox.net> I recently patched my RT server to the latest levels (it is redhat ES 4) (yah I know, bad idea) Unfortunately this horribly broke my RT install. I have managed to fix and update most of the modules and issues I have encountered, but this last one is puzzling, I can no longer get mail to go through rt-mailgate. >From sendmail the error appears as so: Jun 22 16:24:40 sauron sendmail[3436]: k5MKOeFT003435: to="|/etc/smrsh/rt-mailgate --queue 'operations' --action comment --url http://foo.bar.com/", ctladdr= (8/0), delay=00:00:00, xdelay=00:00:00, mailer=prog, pri=30574, dsn=4.0.0, stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL I tried a manual send with debug on and recieved the following: [root at sauron dkemp]# /usr/local/rt/bin/rt-mailgate --queue operations --action correspond --debug --url=http://foo.bar.com < ./testmsg Connecting to http://foo.bar.com/REST/1.0/NoAuth/mail-gateway at /usr/local/rt/bin/rt-mailgate line 99, <> chunk 1. no connection to syslog available - _PATH_LOG not available in syslog.h at /usr/local/lib/perl5/site_perl/5.8.7/Log/Dispatch/Syslog.pm line 77 Stack: [/usr/local/lib/perl5/5.8.7/Carp.pm:269] [/usr/local/lib/perl5/5.8.7/i686-linux/Sys/Syslog.pm:412] [/usr/local/lib/perl5/5.8.7/i686-linux/Sys/Syslog.pm:241] [/usr/local/lib/perl5/site_perl/5.8.7/Log/Dispatch/Syslog.pm:77] [/usr/local/lib/perl5/site_perl/5.8.7/Log/Dispatch/Output.pm:41] [/usr/local/lib/perl5/site_perl/5.8.7/Log/Dispatch.pm:95] [/usr/local/lib/perl5/site_perl/5.8.7/Log/Dispatch.pm:74] [/usr/local/lib/perl5/site_perl/5.8.7/Log/Dispatch.pm:22] [/usr/local/rt/lib/RT/I18N.pm:410] [/usr/local/rt/lib/RT/I18N.pm:367] [/usr/local/rt/lib/RT/I18N.pm:190] [/usr/local/rt/lib/RT/EmailParser.pm:266] [/usr/local/rt/lib/RT/EmailParser.pm:237] [/usr/local/rt/lib/RT/EmailParser.pm:176] [/usr/local/rt/lib/RT/EmailParser.pm:136] [/usr/local/rt/lib/RT/Interface/Email.pm:515] [/usr/local/rt/share/html/REST/1.0/NoAuth/mail-gateway:59] RT server error. The RT server which handled your email did not behave as expected. It said: no connection to syslog available - _PATH_LOG not available in syslog.h at /usr/local/lib/perl5/site_perl/5.8.7/Log/Dispatch/Syslog.pm line 77 Stack: [/usr/local/lib/perl5/5.8.7/Carp.pm:269] [/usr/local/lib/perl5/5.8.7/i686-linux/Sys/Syslog.pm:412] [/usr/local/lib/perl5/5.8.7/i686-linux/Sys/Syslog.pm:241] [/usr/local/lib/perl5/site_perl/5.8.7/Log/Dispatch/Syslog.pm:77] [/usr/local/lib/perl5/site_perl/5.8.7/Log/Dispatch/Output.pm:41] [/usr/local/lib/perl5/site_perl/5.8.7/Log/Dispatch.pm:95] [/usr/local/lib/perl5/site_perl/5.8.7/Log/Dispatch.pm:74] [/usr/local/lib/perl5/site_perl/5.8.7/Log/Dispatch.pm:22] [/usr/local/rt/lib/RT/I18N.pm:410] [/usr/local/rt/lib/RT/I18N.pm:367] [/usr/local/rt/lib/RT/I18N.pm:190] [/usr/local/rt/lib/RT/EmailParser.pm:266] [/usr/local/rt/lib/RT/EmailParser.pm:237] [/usr/local/rt/lib/RT/EmailParser.pm:176] [/usr/local/rt/lib/RT/EmailParser.pm:136] [/usr/local/rt/lib/RT/Interface/Email.pm:515] [/usr/local/rt/share/html/REST/1.0/NoAuth/mail-gateway:59] Google has come up short on tihs issue except for some solaris specific bugs way back in perl 5.8.0 I have tried to force a reinstall of Sys::Syslog but it did not help. Anyone who has any insight to this issue, please let me know. -dkk version information: Sendmail 8.12.11.20060308/8.12.11; Perl v5.8.7 under linux Apache::Session v1.81; Apache::Session::Generate::MD5 v2.1; Apache::Session::Lock::MySQL v1.00; Apache::Session::MySQL v1.01; Apache::Session::Serialize::Storable v1.00; Apache::Session::Store::DBI v1.02; Apache::Session::Store::MySQL v1.04; AutoLoader v5.60; base v2.07; Benchmark v1.07; bytes v1.02; Cache::Simple::TimedExpiry v0.23; capitalization v0.03; Carp v1.04; CGI v3.20; CGI::Cookie v1.27; CGI::Fast v1.07; CGI::Util v1.5; Class::Container v0.12; Class::Data::Inheritable v0.04; Class::ReturnValue v0.53; Clone v0.20; constant v1.05; Cwd v3.18; Data::Dumper v2.121_04; DBD::mysql v3.0002; DBI v1.51; DBIx::SearchBuilder v1.43; DBIx::SearchBuilder::Unique v0.01; Devel::StackTrace v1.13; Devel::StackTraceFrame v0.6; Devel::Symdump v2.0601; Digest::base v1.00; Digest::MD5 v2.36; DynaLoader v1.05; Encode v2.18; Encode::Alias v2.06; Encode::Config v2.03; Encode::Encoding v2.04; Encode::Guess v2.02; Encode::Unicode v2.03; Errno v1.0901; Exception::Class v1.23; Exception::Class::Base v1.2; Exporter v5.58; Exporter::Heavy v5.58; FCGI v0.67; Fcntl v1.05; File::Basename v2.73; File::Glob v1.04; File::Path v1.07; File::Spec v3.18; File::Spec::Unix v1.5; File::Temp v0.16; FileHandle v2.01; HTML::Entities v1.35; HTML::Mason v1.33; HTML::Mason::CGIHandler v1.00; HTML::Mason::Exception v1.1; HTML::Mason::Exception::Abort v1.1; HTML::Mason::Exception::Compilation v1.1; HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1; HTML::Mason::Exception::Compiler v1.1; HTML::Mason::Exception::Decline v1.1; HTML::Mason::Exception::Params v1.1; HTML::Mason::Exception::Syntax v1.1; HTML::Mason::Exception::System v1.1; HTML::Mason::Exception::TopLevelNotFound v1.1; HTML::Mason::Exception::VirtualMethod v1.1; HTML::Mason::Exceptions v1.43; HTML::Parser v3.54; HTML::Scrubber v0.08; I18N::LangTags v0.35; integer v1.00; IO v1.23; IO::File v1.14; IO::Handle v1.27; IO::InnerFile v2.110; IO::Lines v2.110; IO::Scalar v2.110; IO::ScalarArray v2.110; IO::Seekable v1.1; IO::Wrap v2.110; IO::WrapTie v2.110; IPC::Open2 v1.01; IPC::Open3 v1.0106; lib v0.5565; List::Util v1.18; Locale::Maketext v1.10; Locale::Maketext::Fuzzy v0.02; Locale::Maketext::Lexicon v0.62; Locale::Maketext::Lexicon::Gettext v0.15; Log::Dispatch v2.11; Log::Dispatch::Base v1.09; Log::Dispatch::Output v1.26; Log::Dispatch::Screen v1.17; Log::Dispatch::Syslog v1.18; Mail::Address v1.74; Mail::Field v1.74; Mail::Field::AddrList v1.74; Mail::Header v1.74; Mail::Internet v1.74; MIME::Base64 v3.07; MIME::Body v5.420; MIME::Decoder v5.420; MIME::Decoder::NBit v5.420; MIME::Entity v5.420; MIME::Field::ContDisp v5.420; MIME::Field::ConTraEnc v5.420; MIME::Field::ContType v5.420; MIME::Field::ParamVal v5.420; MIME::Head v5.420; MIME::Parser v5.420; MIME::QuotedPrint v3.07; MIME::Tools v5.420; MIME::Words v5.420; Module::Versions::Report v1.02; overload v1.03; Params::Validate v0.85; POSIX v1.08; re v0.04; Regexp::Common v2.120; Regexp::Common::_support v2.101; Regexp::Common::balanced v2.101; Regexp::Common::CC v2.100; Regexp::Common::comment v2.116; Regexp::Common::delimited v2.104; Regexp::Common::lingua v2.105; Regexp::Common::list v2.103; Regexp::Common::net v2.105; Regexp::Common::number v2.108; Regexp::Common::profanity v2.104; Regexp::Common::SEN v2.102; Regexp::Common::URI v2.108; Regexp::Common::URI::fax v2.100; Regexp::Common::URI::file v2.100; Regexp::Common::URI::ftp v2.101; Regexp::Common::URI::gopher v2.100; Regexp::Common::URI::http v2.101; Regexp::Common::URI::news v2.100; Regexp::Common::URI::pop v2.100; Regexp::Common::URI::prospero v2.100; Regexp::Common::URI::RFC1035 v2.100; Regexp::Common::URI::RFC1738 v2.104; Regexp::Common::URI::RFC1808 v2.100; Regexp::Common::URI::RFC2384 v2.102; Regexp::Common::URI::RFC2396 v2.100; Regexp::Common::URI::RFC2806 v2.100; Regexp::Common::URI::tel v2.100; Regexp::Common::URI::telnet v2.100; Regexp::Common::URI::tv v2.100; Regexp::Common::URI::wais v2.100; Regexp::Common::whitespace v2.103; Regexp::Common::zip v2.112; RT v3.4.2; RT::Interface::Email v1.02; Scalar::Util v1.18; SelectSaver v1.01; Socket v1.77; Storable v2.15; strict v1.03; Symbol v1.06; Sys::Syslog v0.16; Text::Autoformat v1.13; Text::Quoted v1.8; Text::Reform v1.11; Text::Tabs v2005.0824; Text::Template v1.44; Text::Wrapper v1.000; Time::HiRes v1.87; Time::JulianDay v2003.1125; Time::Local v1.12; Time::ParseDate v2003.1126; Time::Timezone v2003.0211; utf8 v1.05; vars v1.01; warnings v1.03; warnings::register v1.00; XSLoader v0.02; Darren Kemp XGS Darren.Kemp at xerox.com (585)264-5031 -------------- next part -------------- An HTML attachment was scrubbed... URL: From blkline at attglobal.net Thu Jun 22 16:49:54 2006 From: blkline at attglobal.net (Barry L. Kline) Date: Thu, 22 Jun 2006 16:49:54 -0400 Subject: [rt-users] Obtaining the first Attachment in a scrip (SOLVED) In-Reply-To: <449ADADB.6030001@attglobal.net> References: <449ADADB.6030001@attglobal.net> Message-ID: <449B0272.1090601@attglobal.net> I know it's bad form to reply to yourself, but I stole some code from http://wiki.bestpractical.com/index.cgi?AddLastCommentToMail, changing it to the template: RT-Attach-Message: yes { my $resolution_comment; my $Transactions = $Ticket->Transactions; $Transactions->Limit( FIELD => 'Type', VALUE => 'Create' ); my $CommentObj = $Transactions->First; if( $CommentObj && $CommentObj->id ) { $resolution_comment = $CommentObj->Content; } $resolution_comment; } and that (pardon the pun) was the ticket... Further investigation on the wiki give me what may be an even easier solution: { $Ticket->Transactions->First->Content; } I didn't try it, though. From pkime at Shopzilla.com Thu Jun 22 17:12:20 2006 From: pkime at Shopzilla.com (Philip Kime) Date: Thu, 22 Jun 2006 14:12:20 -0700 Subject: [rt-users] Custom Fields query vs. CLI edit syntaxinconsistencies Message-ID: <58B1112F0EEB7349AE14A0AA46F9CEC00137AC40@szexchange.Shopzilla.inc> You could deal with both on input but you'd need to pass a flag back and forth to keep track of which format you wanted on output and I don't think that would be be very pretty. As long as the "rt help" stuff mentions the format, I would think it would be ok. The "rt search|list|ls" help does say that the format is the SQL-like syntax (TicketSQL) that RT uses - as long as the "show" and "edit" help said "CFs have prefix CF-" or something? The change to CF.{} for REST CFs wouldn't be hard to code but I'm just not sure that propagating a tricky syntax even further would be such a good idea? It's possible (and easier) to modify the REST search function to allow "CF-" as well as CF.{}. What about that? PK -----Original Message----- From: Joshua Colson [mailto:jcolson at voidgate.org] Sent: 22 June 2006 12:56 To: Philip Kime; Jesse Vincent Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Custom Fields query vs. CLI edit syntaxinconsistencies What if the CLI supported both versions of the syntax? Would that make the REST code more difficult to maintain? From pkime at Shopzilla.com Thu Jun 22 17:37:31 2006 From: pkime at Shopzilla.com (Philip Kime) Date: Thu, 22 Jun 2006 14:37:31 -0700 Subject: [rt-users] Custom Fields query vs. CLI edit syntaxinconsistencies Message-ID: <58B1112F0EEB7349AE14A0AA46F9CEC00137AC41@szexchange.Shopzilla.inc> Here's a simple patch to $rtroot/share/html/REST/1.0/search/ticket to enable searches to use either format *** /usr/local/rt/share/html/REST/1.0/search/ticket 2006-05-25 21:11:58.000000000 -0700 --- /tmp/ticket 2006-06-22 14:57:12.634046264 -0700 *************** *** 82,87 **** --- 82,91 ---- } my ($n, $s); + + # Allow queries involving CFs to use the REST-style syntax + $query =~ s/\bCF-([^\s]+)/CF\.\{$1\}/g; + eval { ($n, $s) = $tickets->FromSQL($query); }; From KFCrocker at lbl.gov Thu Jun 22 18:00:30 2006 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 22 Jun 2006 15:00:30 -0700 Subject: [rt-users] Scrip Action to mail all members of arbitrary group? In-Reply-To: <54d973b00606221049h6c60426bqecd2acd21da2b52f@mail.gmail.com> References: <54d973b00606221049h6c60426bqecd2acd21da2b52f@mail.gmail.com> Message-ID: <449B12FE.6020308@lbl.gov> Phil, Simply add the group as a CC for the Queue where the tickets they are interested in reside. By adding them as a group. Then, modify the Global scrip for ticket creation by making AdminCc, CC, and Requestors as recipients. Also, male sure you have set role rights for CC to allow "SeeOutgoingEmail". That should do it. Kenn LBNL Phil Davis wrote: > Despite looking I cannot find an existing example of how to create a > Scrip Action that simply emails all members in an arbitrary group. > > I want to just email a group of users on ticket creation just like > AdminCc watchers get but without the other implication of being an > AdminCc (such as emails on other events). > > i.e. I want something like: > > @recipients = GetEmailsForGroupCalled("MyGroupName"); > > and then munge @recipients into something suitable for template > > Also how do you pass arbitray data to a Scrip Action - do you just set > it up in the pre-conditions for the Scrip? > > Has anyone done this sort of thing before? > > Cheers, > From lorell at hathcock.org Thu Jun 22 18:26:58 2006 From: lorell at hathcock.org (Lorell Hathcock) Date: Thu, 22 Jun 2006 17:26:58 -0500 Subject: [rt-users] New RT 3.4.5 install - rt-mailgate install Message-ID: <00c401c6964a$f9bb8440$650da8c0@lorellhathcock> Thanks for the help! The line in /etc/aliases is: support: "|/opt/rt3/bin/rt-mailgate --queue \"00-Incoming Email\" --action correspond --url \"HYPERLINK "http://support.emcsol.com/\\"http://support.emcsol.com/\"" I am using the following line to send the mail locally: #mail -v support -S "Test" < body.txt Excerpt from /var/log/maillog: Jun 22 16:04:55 tickets sendmail[16886]: k5ML4s2t016885: to="|/opt/rt3/bin/rt-mailgate --queue HYPERLINK "file://\\\\"00-Incoming"\\"00-Incoming Email\\" --action correspond --url HYPERLINK "file://\\\\"http://support.emcsol.com/\\\\"\\"http://support.emcsol.com/\\" ", ctladdr= (8/0), delay=00:00:01, xdelay=00:00:00, mailer=prog, pri=30577, dsn=5.0.0, stat=Service unavailable Jun 22 16:04:55 tickets sendmail[16886]: k5ML4s2t016885: k5ML4t2t016886: DSN: Service unavailable Jun 22 16:04:55 tickets sendmail[16886]: k5ML4t2t016886: to=, delay=00:00:00, xdelay=00:00:00, mailer=local, pri=31601, dsn=2.0.0, stat=Sent I see that sendmail has added additional slashes "\" in the log file. Maybe I should take them out in /etc/aliases and change over to single quotes? I went ahead and did that. SO now here's what is in /etc/aliases: support: '|/opt/rt3/bin/rt-mailgate --queue "00-Incoming Email" --action correspond --url "HYPERLINK "http://support.emcsol.com/"'"http://support.emcsol.com/"' And here's what /var/log/maillog says: Jun 22 16:35:15 tickets sendmail[16992]: k5MLZFD5016991: to='|/opt/rt3/bin/rt-mailgate --queue "00-Incoming Email" --action correspond --url "HYPERLINK "http://support.emcsol.com/"'"http://support.emcsol.com/"', ctladdr= (8/0), delay=00:00:00, mailer=local, pri=120340, dsn=5.1.1, stat=User unknown Jun 22 16:35:15 tickets sendmail[16992]: k5MLZFD5016991: k5MLZFD5016992: DSN: User unknown Jun 22 16:35:15 tickets sendmail[16992]: k5MLZFD5016992: to=, delay=00:00:00, xdelay=00:00:00, mailer=local, pri=31595, dsn=2.0.0, stat=Sent With double quotes, I get DSN: Service unavailable With single quotes, I get DSN: User unknown Here's what I have in the Configuration->Tools->System Configuration section of RT: RT Variables RT::AmbiguousDayInPast 1 RT::BasePath /opt/rt3 RT::BinPath /opt/rt3/bin RT::CORE_CONFIG_FILE /opt/rt3/etc/RT_Config.pm RT::CommentAddress support at emcsol.com RT::CorrespondAddress support at emcsol.com RT::DatabaseHost localhost RT::DatabaseName rt3 RT::DatabasePassword Password not printed RT::DatabaseRTHost localhost RT::DatabaseType mysql RT::DatabaseUser rt_user RT::DateDayBeforeMonth 1 RT::DefaultSearchResultFormat '__id__/TITLE:#', '__Subject__/TITLE:Subject', Status, QueueName, OwnerName, Priority, '__NEWLINE__', '', '__Requestors__', '__CreatedRelative__', '__ToldRelative__', '__LastUpdatedRelative__', '__TimeLeft__' RT::EmailOutputEncoding utf-8 RT::EtcPath /opt/rt3/etc RT::FriendlyFromLineFormat "%s via RT" <%s> RT::FriendlyToLineFormat "%s of emcsol.com Ticket #%s":; RT::LinkTransactionsRun1Scrip 1 RT::LocalEtcPath /opt/rt3/local/etc RT::LocalLexiconPath /opt/rt3/local/po RT::LocalPath /opt/rt3/local RT::LogDir /opt/rt3/var/log RT::LogToFileNamed rt.log RT::LogToScreen error RT::LogToSyslog debug RT::LogoURL /NoAuth/images/bplogo.gif RT::LoopsToRTOwner 1 RT::MailCommand sendmailpipe RT::MasonComponentRoot /opt/rt3/share/html RT::MasonDataDir /opt/rt3/var/mason_data RT::MasonLocalComponentRoot /opt/rt3/local/html RT::MasonSessionDir /opt/rt3/var/session_data RT::MaxAttachmentSize 10000000 RT::MaxInlineBody 13456 RT::MessageBoxWidth 72 RT::MessageBoxWrap HARD RT::MinimumPasswordLength 5 RT::MyRequestsLength 10 RT::MyTicketsLength 10 RT::Organization emcsol.com RT::OwnerEmail catchall at emcsol.com RT::ParseNewMessageForTicketCcs true RT::RTAddressRegexp ^support\@emcsol.com$ RT::RecordOutgoingEmail 1 RT::RedistributeAutoGeneratedMessages 1 RT::SITE_CONFIG_FILE /opt/rt3/etc/RT_SiteConfig.pm RT::SendmailArguments -oi -t RT::SendmailBounceArguments -f "<>" RT::SendmailPath /usr/sbin/sendmail RT::Timezone US/Central RT::UseFriendlyFromLine 1 RT::VERSION 3.4.5 RT::VarPath /opt/rt3/var RT::WebBaseURL http://support.emcsol.com RT::WebFlushDbCacheEveryRequest 1 RT::WebImagesURL /NoAuth/images/ RT::WebURL http://support.emcsol.com/ RT::rtname emcsol.com Perl configuration Summary of my perl5 (revision 5 version 8 subversion 5) configuration: Platform: osname=linux, osvers=2.6.9-22.0.1.elsmp, archname=i386-linux-thread-multi uname='linux build-i386 2.6.9-22.0.1.elsmp #1 smp thu oct 27 13:14:25 cdt 2005 i686 i686 i386 gnulinux ' config_args='-des -Doptimize=-O2 -g -pipe -m32 -march=i386 -mtune=pentium4 -Dversion=5.8.5 -Dmyhostname=localhost -Dperladmin=root at localhost -Dcc=gcc -Dcf_by=Red Hat, Inc. -Dinstallprefix=/usr -Dprefix=/usr -Darchname=i386-linux -Dvendorprefix=/usr -Dsiteprefix=/usr -Duseshrplib -Dusethreads -Duseithreads -Duselargefiles -Dd_dosuid -Dd_semctl_semun -Di_db -Ui_ndbm -Di_gdbm -Di_shadow -Di_syslog -Dman3ext=3pm -Duseperlio -Dinstallusrbinperl -Ubincompat5005 -Uversiononly -Dpager=/usr/bin/less -isr -Dinc_version_list=5.8.4 5.8.3 5.8.2 5.8.1 5.8.0' hint=recommended, useposix=true, d_sigaction=define usethreads=define use5005threads=undef useithreads=define usemultiplicity=define useperlio=define d_sfio=undef uselargefiles=define usesocks=undef use64bitint=undef use64bitall=undef uselongdouble=undef usemymalloc=n, bincompat5005=undef Compiler: cc='gcc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -DDEBUGGING -fno-strict-aliasing -pipe -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64 -I/usr/include/gdbm', optimize='-O2 -g -pipe -m32 -march=i386 -mtune=pentium4', cppflags='-D_REENTRANT -D_GNU_SOURCE -DDEBUGGING -fno-strict-aliasing -pipe -I/usr/local/include -I/usr/include/gdbm' ccversion='', gccversion='3.4.4 20050721 (Red Hat 3.4.4-2)', gccosandvers='' intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234 d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12 ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8 alignbytes=4, prototype=define Linker and Libraries: ld='gcc', ldflags =' -L/usr/local/lib' libpth=/usr/local/lib /lib /usr/lib libs=-lnsl -lgdbm -ldb -ldl -lm -lcrypt -lutil -lpthread -lc perllibs=-lnsl -ldl -lm -lcrypt -lutil -lpthread -lc libc=/lib/libc-2.3.4.so, so=so, useshrplib=true, libperl=libperl.so gnulibc_version='2.3.4' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E -Wl,-rpath,/usr/lib/perl5/5.8.5/i386-linux-thread-multi/CORE' cccdlflags='-fPIC', lddlflags='-shared -L/usr/local/lib' Lorell Hathcock _____ From: Niels Huylebroeck [mailto:niels at bubbles-it.be] Sent: Thursday, June 22, 2006 9:35 AM To: Lorell Hathcock Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] New RT 3.4.5 install - rt-mailgate install Lorell Hathcock wrote: That does not say how to set up the user in RT. I created a user called mailman. This is probably where I'm going astray, but I do not see any special settings that designate this user as the user which can receive mail. There should be no need for a separate user to inject mail using rt-mailgate. I added the following line to /etc/aliases: support: "/opt/rt3/bin/rt-mailgate --queue '00-Incoming Email' --action correspond --url HYPERLINK "http://support.emcsol.com/"http://support.emcsol.com/" If this is a true copy&paste line it has an error, try replacing with support: "|/opt/rt3/bin/rt-mailgate --queue\"'00-Incoming Email\" --action correspond --url \"HYPERLINK "http://support.emcsol.com/"http://support.emcsol.com/\"" I'm not 100% sure about replacing the ' with " but this is how I use it and it works. and ran newaliases. on a sidenote, please supply which MTA you're using. When I add the --debug option to the command, I get this: [root at tickets bin]# /opt/rt3/bin/rt-mailgate --queue '00-Incoming Email' --action correspond --url HYPERLINK "http://support.emcsol.com"http://support.emcsol.com --debug test Connecting to HYPERLINK "http://support.emcsol.com/REST/1.0/NoAuth/mail-gateway"http://support.emcso l.com/REST/1.0/NoAuth/mail-gateway at /opt/rt3/bin/rt-mailgate line 99, <> line 1. I have never tried the --debug option so don't know how it should respond. It makes me think that the permissions on my designated user are not set up correctly. Depends a bit on what your MTA shows in it log files, does your mail bounce or does it not appear in queue ? Thoughts? Thanks! Hope this helps you. -- Vriendelijke groeten, ^ Bubbles IT ^ Oude Heerweg 175 Niels Huylebroeck ^ 9160 Lokeren, Belgie Systeembeheerder, Programmeur ^ Tel: +32(0)9/355 13 31 HYPERLINK "mailto:niels at bubbles-it.be"niels at bubbles-it.be ^ Fax: +32(0)9/355 13 41 .. Key : HYPERLINK "http://www.bubbles-it.be/pgp/niels.asc"http://www.bubbles-it.be/pgp/niels.a sc .. .. Fingerprint : 3885 CC0B C7A4 78CC 47DE 47AF 896A 6C40 80FA AF0F .. .. Keyserver : HYPERLINK "http://pgp.mit.edu"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" -- No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.1.394 / Virus Database: 268.9.1/369 - Release Date: 6/19/2006 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.394 / Virus Database: 268.9.2/372 - Release Date: 6/21/2006 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.394 / Virus Database: 268.9.2/372 - Release Date: 6/21/2006 -------------- next part -------------- An HTML attachment was scrubbed... URL: From lorell at hathcock.org Thu Jun 22 18:29:23 2006 From: lorell at hathcock.org (Lorell Hathcock) Date: Thu, 22 Jun 2006 17:29:23 -0500 Subject: [rt-users] New RT 3.4.5 install - rt-mailgate install Message-ID: <00c901c6964b$5200b710$650da8c0@lorellhathcock> One more thing. The email address I will use here is HYPERLINK "mailto:support at emcsol.com"support at emcsol.com. The MX record is not yet set up for this. My email server is on a different machine than RT. I will forward email from my mail server to my RT server later. For now I am just trying to get email into the HYPERLINK "mailto:support at localhost"support at localhost account to go into RT. Lorell Hathcock HYPERLINK "mailto:lorell at hathcock.org"lorell at hathcock.org 1-713-992-2343 (cell) _____ From: Lorell Hathcock [mailto:lorell at hathcock.org] Sent: Thursday, June 22, 2006 5:27 PM To: 'rt-users at lists.bestpractical.com' Subject: RE: [rt-users] New RT 3.4.5 install - rt-mailgate install Thanks for the help! The line in /etc/aliases is: support: "|/opt/rt3/bin/rt-mailgate --queue \"00-Incoming Email\" --action correspond --url \"HYPERLINK "http://support.emcsol.com/\\"http://support.emcsol.com/\"" I am using the following line to send the mail locally: #mail -v support -S "Test" < body.txt Excerpt from /var/log/maillog: Jun 22 16:04:55 tickets sendmail[16886]: k5ML4s2t016885: to="|/opt/rt3/bin/rt-mailgate --queue HYPERLINK "file://\\\\"00-Incoming"\\"00-Incoming Email\\" --action correspond --url HYPERLINK "file://\\\\"http://support.emcsol.com/\\\\"\\"http://support.emcsol.com/\\" ", ctladdr= (8/0), delay=00:00:01, xdelay=00:00:00, mailer=prog, pri=30577, dsn=5.0.0, stat=Service unavailable Jun 22 16:04:55 tickets sendmail[16886]: k5ML4s2t016885: k5ML4t2t016886: DSN: Service unavailable Jun 22 16:04:55 tickets sendmail[16886]: k5ML4t2t016886: to=, delay=00:00:00, xdelay=00:00:00, mailer=local, pri=31601, dsn=2.0.0, stat=Sent I see that sendmail has added additional slashes "\" in the log file. Maybe I should take them out in /etc/aliases and change over to single quotes? I went ahead and did that. SO now here's what is in /etc/aliases: support: '|/opt/rt3/bin/rt-mailgate --queue "00-Incoming Email" --action correspond --url "HYPERLINK "http://support.emcsol.com/"'"http://support.emcsol.com/"' And here's what /var/log/maillog says: Jun 22 16:35:15 tickets sendmail[16992]: k5MLZFD5016991: to='|/opt/rt3/bin/rt-mailgate --queue "00-Incoming Email" --action correspond --url "HYPERLINK "http://support.emcsol.com/"'"http://support.emcsol.com/"', ctladdr= (8/0), delay=00:00:00, mailer=local, pri=120340, dsn=5.1.1, stat=User unknown Jun 22 16:35:15 tickets sendmail[16992]: k5MLZFD5016991: k5MLZFD5016992: DSN: User unknown Jun 22 16:35:15 tickets sendmail[16992]: k5MLZFD5016992: to=, delay=00:00:00, xdelay=00:00:00, mailer=local, pri=31595, dsn=2.0.0, stat=Sent With double quotes, I get DSN: Service unavailable With single quotes, I get DSN: User unknown Here's what I have in the Configuration->Tools->System Configuration section of RT: RT Variables RT::AmbiguousDayInPast 1 RT::BasePath /opt/rt3 RT::BinPath /opt/rt3/bin RT::CORE_CONFIG_FILE /opt/rt3/etc/RT_Config.pm RT::CommentAddress support at emcsol.com RT::CorrespondAddress support at emcsol.com RT::DatabaseHost localhost RT::DatabaseName rt3 RT::DatabasePassword Password not printed RT::DatabaseRTHost localhost RT::DatabaseType mysql RT::DatabaseUser rt_user RT::DateDayBeforeMonth 1 RT::DefaultSearchResultFormat '__id__/TITLE:#', '__Subject__/TITLE:Subject', Status, QueueName, OwnerName, Priority, '__NEWLINE__', '', '__Requestors__', '__CreatedRelative__', '__ToldRelative__', '__LastUpdatedRelative__', '__TimeLeft__' RT::EmailOutputEncoding utf-8 RT::EtcPath /opt/rt3/etc RT::FriendlyFromLineFormat "%s via RT" <%s> RT::FriendlyToLineFormat "%s of emcsol.com Ticket #%s":; RT::LinkTransactionsRun1Scrip 1 RT::LocalEtcPath /opt/rt3/local/etc RT::LocalLexiconPath /opt/rt3/local/po RT::LocalPath /opt/rt3/local RT::LogDir /opt/rt3/var/log RT::LogToFileNamed rt.log RT::LogToScreen error RT::LogToSyslog debug RT::LogoURL /NoAuth/images/bplogo.gif RT::LoopsToRTOwner 1 RT::MailCommand sendmailpipe RT::MasonComponentRoot /opt/rt3/share/html RT::MasonDataDir /opt/rt3/var/mason_data RT::MasonLocalComponentRoot /opt/rt3/local/html RT::MasonSessionDir /opt/rt3/var/session_data RT::MaxAttachmentSize 10000000 RT::MaxInlineBody 13456 RT::MessageBoxWidth 72 RT::MessageBoxWrap HARD RT::MinimumPasswordLength 5 RT::MyRequestsLength 10 RT::MyTicketsLength 10 RT::Organization emcsol.com RT::OwnerEmail catchall at emcsol.com RT::ParseNewMessageForTicketCcs true RT::RTAddressRegexp ^support\@emcsol.com$ RT::RecordOutgoingEmail 1 RT::RedistributeAutoGeneratedMessages 1 RT::SITE_CONFIG_FILE /opt/rt3/etc/RT_SiteConfig.pm RT::SendmailArguments -oi -t RT::SendmailBounceArguments -f "<>" RT::SendmailPath /usr/sbin/sendmail RT::Timezone US/Central RT::UseFriendlyFromLine 1 RT::VERSION 3.4.5 RT::VarPath /opt/rt3/var RT::WebBaseURL http://support.emcsol.com RT::WebFlushDbCacheEveryRequest 1 RT::WebImagesURL /NoAuth/images/ RT::WebURL http://support.emcsol.com/ RT::rtname emcsol.com Perl configuration Summary of my perl5 (revision 5 version 8 subversion 5) configuration: Platform: osname=linux, osvers=2.6.9-22.0.1.elsmp, archname=i386-linux-thread-multi uname='linux build-i386 2.6.9-22.0.1.elsmp #1 smp thu oct 27 13:14:25 cdt 2005 i686 i686 i386 gnulinux ' config_args='-des -Doptimize=-O2 -g -pipe -m32 -march=i386 -mtune=pentium4 -Dversion=5.8.5 -Dmyhostname=localhost -Dperladmin=root at localhost -Dcc=gcc -Dcf_by=Red Hat, Inc. -Dinstallprefix=/usr -Dprefix=/usr -Darchname=i386-linux -Dvendorprefix=/usr -Dsiteprefix=/usr -Duseshrplib -Dusethreads -Duseithreads -Duselargefiles -Dd_dosuid -Dd_semctl_semun -Di_db -Ui_ndbm -Di_gdbm -Di_shadow -Di_syslog -Dman3ext=3pm -Duseperlio -Dinstallusrbinperl -Ubincompat5005 -Uversiononly -Dpager=/usr/bin/less -isr -Dinc_version_list=5.8.4 5.8.3 5.8.2 5.8.1 5.8.0' hint=recommended, useposix=true, d_sigaction=define usethreads=define use5005threads=undef useithreads=define usemultiplicity=define useperlio=define d_sfio=undef uselargefiles=define usesocks=undef use64bitint=undef use64bitall=undef uselongdouble=undef usemymalloc=n, bincompat5005=undef Compiler: cc='gcc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -DDEBUGGING -fno-strict-aliasing -pipe -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64 -I/usr/include/gdbm', optimize='-O2 -g -pipe -m32 -march=i386 -mtune=pentium4', cppflags='-D_REENTRANT -D_GNU_SOURCE -DDEBUGGING -fno-strict-aliasing -pipe -I/usr/local/include -I/usr/include/gdbm' ccversion='', gccversion='3.4.4 20050721 (Red Hat 3.4.4-2)', gccosandvers='' intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234 d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12 ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8 alignbytes=4, prototype=define Linker and Libraries: ld='gcc', ldflags =' -L/usr/local/lib' libpth=/usr/local/lib /lib /usr/lib libs=-lnsl -lgdbm -ldb -ldl -lm -lcrypt -lutil -lpthread -lc perllibs=-lnsl -ldl -lm -lcrypt -lutil -lpthread -lc libc=/lib/libc-2.3.4.so, so=so, useshrplib=true, libperl=libperl.so gnulibc_version='2.3.4' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E -Wl,-rpath,/usr/lib/perl5/5.8.5/i386-linux-thread-multi/CORE' cccdlflags='-fPIC', lddlflags='-shared -L/usr/local/lib' Lorell Hathcock _____ From: Niels Huylebroeck [mailto:niels at bubbles-it.be] Sent: Thursday, June 22, 2006 9:35 AM To: Lorell Hathcock Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] New RT 3.4.5 install - rt-mailgate install Lorell Hathcock wrote: That does not say how to set up the user in RT. I created a user called mailman. This is probably where I'm going astray, but I do not see any special settings that designate this user as the user which can receive mail. There should be no need for a separate user to inject mail using rt-mailgate. I added the following line to /etc/aliases: support: "/opt/rt3/bin/rt-mailgate --queue '00-Incoming Email' --action correspond --url HYPERLINK "http://support.emcsol.com/"http://support.emcsol.com/" If this is a true copy&paste line it has an error, try replacing with support: "|/opt/rt3/bin/rt-mailgate --queue\"'00-Incoming Email\" --action correspond --url \"HYPERLINK "http://support.emcsol.com/"http://support.emcsol.com/\"" I'm not 100% sure about replacing the ' with " but this is how I use it and it works. and ran newaliases. on a sidenote, please supply which MTA you're using. When I add the --debug option to the command, I get this: [root at tickets bin]# /opt/rt3/bin/rt-mailgate --queue '00-Incoming Email' --action correspond --url HYPERLINK "http://support.emcsol.com"http://support.emcsol.com --debug test Connecting to HYPERLINK "http://support.emcsol.com/REST/1.0/NoAuth/mail-gateway"http://support.emcso l.com/REST/1.0/NoAuth/mail-gateway at /opt/rt3/bin/rt-mailgate line 99, <> line 1. I have never tried the --debug option so don't know how it should respond. It makes me think that the permissions on my designated user are not set up correctly. Depends a bit on what your MTA shows in it log files, does your mail bounce or does it not appear in queue ? Thoughts? Thanks! Hope this helps you. -- Vriendelijke groeten, ^ Bubbles IT ^ Oude Heerweg 175 Niels Huylebroeck ^ 9160 Lokeren, Belgie Systeembeheerder, Programmeur ^ Tel: +32(0)9/355 13 31 HYPERLINK "mailto:niels at bubbles-it.be"niels at bubbles-it.be ^ Fax: +32(0)9/355 13 41 .. Key : HYPERLINK "http://www.bubbles-it.be/pgp/niels.asc"http://www.bubbles-it.be/pgp/niels.a sc .. .. Fingerprint : 3885 CC0B C7A4 78CC 47DE 47AF 896A 6C40 80FA AF0F .. .. Keyserver : HYPERLINK "http://pgp.mit.edu"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" -- No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.1.394 / Virus Database: 268.9.1/369 - Release Date: 6/19/2006 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.394 / Virus Database: 268.9.2/372 - Release Date: 6/21/2006 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.394 / Virus Database: 268.9.2/372 - Release Date: 6/21/2006 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.394 / Virus Database: 268.9.2/372 - Release Date: 6/21/2006 -------------- next part -------------- An HTML attachment was scrubbed... URL: From Wolfgang.Fuertbauer at ebewe.com Thu Jun 22 18:31:31 2006 From: Wolfgang.Fuertbauer at ebewe.com (Wolfgang.Fuertbauer at ebewe.com) Date: Fri, 23 Jun 2006 00:31:31 +0200 Subject: [rt-users] Wolfgang Fuertbauer is out of the office. Message-ID: Ich werde ab 23.06.2006 nicht im B?ro sein. Ich kehre zur?ck am 26.06.2006. Please call IT-Helpdesk: +43 7665 8123 333 or email to: it-helpdesk at ebewe.com Best regards ---------------------------------------------------------------------- (e-Mail: . at ebewe.com) EBEWE Pharma Mondseestrasse 11 4866 Unterach, Austria Tel +43 7665 8123 0* Fax +43 7665 8123 11 http://www.ebewe.com From ruslan.zakirov at gmail.com Thu Jun 22 21:11:13 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 23 Jun 2006 05:11:13 +0400 Subject: [rt-users] Patching RedHat breaks RT In-Reply-To: <6C353FB57990C640BE1C098BF284AC1B794D02@usa0300ms04.na.xerox.net> References: <6C353FB57990C640BE1C098BF284AC1B794D02@usa0300ms04.na.xerox.net> Message-ID: <589c94400606221811p6769002cl48f90a2b2fd677d@mail.gmail.com> On 6/23/06, Kemp, Darren wrote: > > > I recently patched my RT server to the latest levels (it is redhat ES 4) > (yah I know, bad idea) > > Unfortunately this horribly broke my RT install. I have managed to fix and > update most of the modules and issues I have encountered, but this last one > is puzzling, I can no longer get mail to go through rt-mailgate. Rebuild Log::Dispatch from sources, don't forget to run test suite. Also, read http://wiki.bestpractical.com/index.cgi?NoConnectionToSyslog > > From sendmail the error appears as so: > > Jun 22 16:24:40 sauron sendmail[3436]: k5MKOeFT003435: > to="|/etc/smrsh/rt-mailgate --queue 'operations' --action comment --url > http://foo.bar.com/", ctladdr= (8/0), > delay=00:00:00, xdelay=00:00:00, mailer=prog, pri=30574, dsn=4.0.0, > stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL > > I tried a manual send with debug on and recieved the following: > > [root at sauron dkemp]# /usr/local/rt/bin/rt-mailgate --queue operations > --action correspond --debug --url=http://foo.bar.com < ./testmsg > Connecting to > http://foo.bar.com/REST/1.0/NoAuth/mail-gateway at > /usr/local/rt/bin/rt-mailgate line 99, <> chunk 1. > no connection to syslog available > - _PATH_LOG not available in syslog.h at > /usr/local/lib/perl5/site_perl/5.8.7/Log/Dispatch/Syslog.pm > line 77 > > Stack: > [/usr/local/lib/perl5/5.8.7/Carp.pm:269] > [/usr/local/lib/perl5/5.8.7/i686-linux/Sys/Syslog.pm:412] > [/usr/local/lib/perl5/5.8.7/i686-linux/Sys/Syslog.pm:241] > > [/usr/local/lib/perl5/site_perl/5.8.7/Log/Dispatch/Syslog.pm:77] > > [/usr/local/lib/perl5/site_perl/5.8.7/Log/Dispatch/Output.pm:41] > [/usr/local/lib/perl5/site_perl/5.8.7/Log/Dispatch.pm:95] > [/usr/local/lib/perl5/site_perl/5.8.7/Log/Dispatch.pm:74] > [/usr/local/lib/perl5/site_perl/5.8.7/Log/Dispatch.pm:22] > [/usr/local/rt/lib/RT/I18N.pm:410] > [/usr/local/rt/lib/RT/I18N.pm:367] > [/usr/local/rt/lib/RT/I18N.pm:190] > [/usr/local/rt/lib/RT/EmailParser.pm:266] > [/usr/local/rt/lib/RT/EmailParser.pm:237] > [/usr/local/rt/lib/RT/EmailParser.pm:176] > [/usr/local/rt/lib/RT/EmailParser.pm:136] > [/usr/local/rt/lib/RT/Interface/Email.pm:515] > > [/usr/local/rt/share/html/REST/1.0/NoAuth/mail-gateway:59] > RT server error. > > The RT server which handled your email did not behave as expected. It > said: > > no connection to syslog available > - _PATH_LOG not available in syslog.h at > /usr/local/lib/perl5/site_perl/5.8.7/Log/Dispatch/Syslog.pm > line 77 > > Stack: > [/usr/local/lib/perl5/5.8.7/Carp.pm:269] > [/usr/local/lib/perl5/5.8.7/i686-linux/Sys/Syslog.pm:412] > [/usr/local/lib/perl5/5.8.7/i686-linux/Sys/Syslog.pm:241] > > [/usr/local/lib/perl5/site_perl/5.8.7/Log/Dispatch/Syslog.pm:77] > > [/usr/local/lib/perl5/site_perl/5.8.7/Log/Dispatch/Output.pm:41] > [/usr/local/lib/perl5/site_perl/5.8.7/Log/Dispatch.pm:95] > [/usr/local/lib/perl5/site_perl/5.8.7/Log/Dispatch.pm:74] > [/usr/local/lib/perl5/site_perl/5.8.7/Log/Dispatch.pm:22] > [/usr/local/rt/lib/RT/I18N.pm:410] > [/usr/local/rt/lib/RT/I18N.pm:367] > [/usr/local/rt/lib/RT/I18N.pm:190] > [/usr/local/rt/lib/RT/EmailParser.pm:266] > [/usr/local/rt/lib/RT/EmailParser.pm:237] > [/usr/local/rt/lib/RT/EmailParser.pm:176] > [/usr/local/rt/lib/RT/EmailParser.pm:136] > [/usr/local/rt/lib/RT/Interface/Email.pm:515] > > [/usr/local/rt/share/html/REST/1.0/NoAuth/mail-gateway:59] > > Google has come up short on tihs issue except for some solaris specific bugs > way back in perl 5.8.0 > I have tried to force a reinstall of Sys::Syslog but it did not help. > > Anyone who has any insight to this issue, please let me know. > > -dkk > > > version information: > > Sendmail 8.12.11.20060308/8.12.11; > > Perl v5.8.7 under linux > Apache::Session v1.81; > Apache::Session::Generate::MD5 v2.1; > Apache::Session::Lock::MySQL v1.00; > Apache::Session::MySQL v1.01; > Apache::Session::Serialize::Storable v1.00; > Apache::Session::Store::DBI v1.02; > Apache::Session::Store::MySQL v1.04; > AutoLoader v5.60; > base v2.07; > Benchmark v1.07; > bytes v1.02; > Cache::Simple::TimedExpiry v0.23; > capitalization v0.03; > Carp v1.04; > CGI v3.20; > CGI::Cookie v1.27; > CGI::Fast v1.07; > CGI::Util v1.5; > Class::Container v0.12; > Class::Data::Inheritable v0.04; > Class::ReturnValue v0.53; > Clone v0.20; > constant v1.05; > Cwd v3.18; > Data::Dumper v2.121_04; > DBD::mysql v3.0002; > DBI v1.51; > DBIx::SearchBuilder v1.43; > DBIx::SearchBuilder::Unique v0.01; > Devel::StackTrace v1.13; > Devel::StackTraceFrame v0.6; > Devel::Symdump v2.0601; > Digest::base v1.00; > Digest::MD5 v2.36; > DynaLoader v1.05; > Encode v2.18; > Encode::Alias v2.06; > Encode::Config v2.03; > Encode::Encoding v2.04; > Encode::Guess v2.02; > Encode::Unicode v2.03; > Errno v1.0901; > Exception::Class v1.23; > Exception::Class::Base v1.2; > Exporter v5.58; > Exporter::Heavy v5.58; > FCGI v0.67; > Fcntl v1.05; > File::Basename v2.73; > File::Glob v1.04; > File::Path v1.07; > File::Spec v3.18; > File::Spec::Unix v1.5; > File::Temp v0.16; > FileHandle v2.01; > HTML::Entities v1.35; > HTML::Mason v1.33; > HTML::Mason::CGIHandler v1.00; > HTML::Mason::Exception v1.1; > HTML::Mason::Exception::Abort v1.1; > HTML::Mason::Exception::Compilation v1.1; > > HTML::Mason::Exception::Compilation::IncompatibleCompiler > v1.1; > HTML::Mason::Exception::Compiler v1.1; > HTML::Mason::Exception::Decline v1.1; > HTML::Mason::Exception::Params v1.1; > HTML::Mason::Exception::Syntax v1.1; > HTML::Mason::Exception::System v1.1; > HTML::Mason::Exception::TopLevelNotFound v1.1; > HTML::Mason::Exception::VirtualMethod v1.1; > HTML::Mason::Exceptions v1.43; > HTML::Parser v3.54; > HTML::Scrubber v0.08; > I18N::LangTags v0.35; > integer v1.00; > IO v1.23; > IO::File v1.14; > IO::Handle v1.27; > IO::InnerFile v2.110; > IO::Lines v2.110; > IO::Scalar v2.110; > IO::ScalarArray v2.110; > IO::Seekable v1.1; > IO::Wrap v2.110; > IO::WrapTie v2.110; > IPC::Open2 v1.01; > IPC::Open3 v1.0106; > lib v0.5565; > List::Util v1.18; > Locale::Maketext v1.10; > Locale::Maketext::Fuzzy v0.02; > Locale::Maketext::Lexicon v0.62; > Locale::Maketext::Lexicon::Gettext v0.15; > Log::Dispatch v2.11; > Log::Dispatch::Base v1.09; > Log::Dispatch::Output v1.26; > Log::Dispatch::Screen v1.17; > Log::Dispatch::Syslog v1.18; > Mail::Address v1.74; > Mail::Field v1.74; > Mail::Field::AddrList v1.74; > Mail::Header v1.74; > Mail::Internet v1.74; > MIME::Base64 v3.07; > MIME::Body v5.420; > MIME::Decoder v5.420; > MIME::Decoder::NBit v5.420; > MIME::Entity v5.420; > MIME::Field::ContDisp v5.420; > MIME::Field::ConTraEnc v5.420; > MIME::Field::ContType v5.420; > MIME::Field::ParamVal v5.420; > MIME::Head v5.420; > MIME::Parser v5.420; > MIME::QuotedPrint v3.07; > MIME::Tools v5.420; > MIME::Words v5.420; > Module::Versions::Report v1.02; > overload v1.03; > Params::Validate v0.85; > POSIX v1.08; > re v0.04; > Regexp::Common v2.120; > Regexp::Common::_support v2.101; > Regexp::Common::balanced v2.101; > Regexp::Common::CC v2.100; > Regexp::Common::comment v2.116; > Regexp::Common::delimited v2.104; > Regexp::Common::lingua v2.105; > Regexp::Common::list v2.103; > Regexp::Common::net v2.105; > Regexp::Common::number v2.108; > Regexp::Common::profanity v2.104; > Regexp::Common::SEN v2.102; > Regexp::Common::URI v2.108; > Regexp::Common::URI::fax v2.100; > Regexp::Common::URI::file v2.100; > Regexp::Common::URI::ftp v2.101; > Regexp::Common::URI::gopher v2.100; > Regexp::Common::URI::http v2.101; > Regexp::Common::URI::news v2.100; > Regexp::Common::URI::pop v2.100; > Regexp::Common::URI::prospero v2.100; > Regexp::Common::URI::RFC1035 v2.100; > Regexp::Common::URI::RFC1738 v2.104; > Regexp::Common::URI::RFC1808 v2.100; > Regexp::Common::URI::RFC2384 v2.102; > Regexp::Common::URI::RFC2396 v2.100; > Regexp::Common::URI::RFC2806 v2.100; > Regexp::Common::URI::tel v2.100; > Regexp::Common::URI::telnet v2.100; > Regexp::Common::URI::tv v2.100; > Regexp::Common::URI::wais v2.100; > Regexp::Common::whitespace v2.103; > Regexp::Common::zip v2.112; > RT v3.4.2; > RT::Interface::Email v1.02; > Scalar::Util v1.18; > SelectSaver v1.01; > Socket v1.77; > Storable v2.15; > strict v1.03; > Symbol v1.06; > Sys::Syslog v0.16; > Text::Autoformat v1.13; > Text::Quoted v1.8; > Text::Reform v1.11; > Text::Tabs v2005.0824; > Text::Template v1.44; > Text::Wrapper v1.000; > Time::HiRes v1.87; > Time::JulianDay v2003.1125; > Time::Local v1.12; > Time::ParseDate v2003.1126; > Time::Timezone v2003.0211; > utf8 v1.05; > vars v1.01; > warnings v1.03; > warnings::register v1.00; > XSLoader v0.02; > > > > > Darren Kemp > XGS > Darren.Kemp at xerox.com (585)264-5031 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > > -- Best regards, Ruslan. From msnyder at servervault.com Thu Jun 22 21:54:49 2006 From: msnyder at servervault.com (Mathew Snyder) Date: Thu, 22 Jun 2006 21:54:49 -0400 Subject: [rt-users] Users replying to "resolved" ticket notifications re-opens ticket In-Reply-To: <38AB38459DBF6062362BC40D@idefix.mi.fu-berlin.de> References: <52AD365BD79BA048B359E3F4411D45150DE7ED5D@exchange01.wayad.corp.w ayport.net> <449A59F3.1070105@bubbles-it.be> <38AB38459DBF6062362BC40D@idefix.mi.fu-berlin.de> Message-ID: <449B49E9.50308@servervault.com> Where does one apply this said patch? Mathew Snyder Systems Administrator Network+ ServerVault TechOps Dirk Pape wrote: > Hello, > > --Am 22. Juni 2006 10:50:59 +0200 schrieb Niels Huylebroeck > : > >> So using CustomValue you'd have something like this : >> thanks -> set CustomValue ID10T -> resolve (silent - no mail) > > we here use our silently_resolve.patch in > (available for 3.0 > to 3.6), to enable a new status selectable by staff to resolve a ticket > after "thank you" without notifying anyone. > > Dirk. > From ruslan.zakirov at gmail.com Fri Jun 23 01:32:20 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 23 Jun 2006 09:32:20 +0400 Subject: [rt-users] Scrip Action to mail all members of arbitrary group? In-Reply-To: <54d973b00606221049h6c60426bqecd2acd21da2b52f@mail.gmail.com> References: <54d973b00606221049h6c60426bqecd2acd21da2b52f@mail.gmail.com> Message-ID: <589c94400606222232t41b2800wd3b67e236bb3cd84@mail.gmail.com> http://search.cpan.org/~ruz/RT-Action-NotifyGroup On 6/22/06, Phil Davis wrote: > Despite looking I cannot find an existing example of how to create a > Scrip Action that simply emails all members in an arbitrary group. > > I want to just email a group of users on ticket creation just like > AdminCc watchers get but without the other implication of being an > AdminCc (such as emails on other events). > > i.e. I want something like: > > @recipients = GetEmailsForGroupCalled("MyGroupName"); > > and then munge @recipients into something suitable for template > > Also how do you pass arbitray data to a Scrip Action - do you just set > it up in the pre-conditions for the Scrip? > > Has anyone done this sort of thing before? > > Cheers, > > -- > Phil Davis > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From msnyder at servervault.com Fri Jun 23 05:05:31 2006 From: msnyder at servervault.com (Mathew Snyder) Date: Fri, 23 Jun 2006 05:05:31 -0400 Subject: [rt-users] Shredder CLI Question Message-ID: <449BAEDB.6060704@servervault.com> I'm trying to test out the removal of deleted tickets using the rtx-shredder CLI method. I've been entering it nearly verbatim from the RTx::Shredder page on CPAN (ie, rtx-shredder --force --plugin 'Tickets=queue,CustomerCare;status,deleted'). However, nothing is being done. I don't know where the log file for mysql is aside from /var/log/mysqld.log. But that doesn't provide any useful information. I'm wondering if I"m supposed to provide the password for the rt3 database somewhere. Any help would be appreciated. -- Mathew Snyder Systems Administrator Network+ ServerVault TechOps From ruslan.zakirov at gmail.com Fri Jun 23 08:59:11 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 23 Jun 2006 16:59:11 +0400 Subject: [rt-users] Shredder CLI Question In-Reply-To: <449BAEDB.6060704@servervault.com> References: <449BAEDB.6060704@servervault.com> Message-ID: <589c94400606230559g650f3072qe9b9b8d30da60c23@mail.gmail.com> RT/Shredder versions? On 6/23/06, Mathew Snyder wrote: > I'm trying to test out the removal of deleted tickets using the > rtx-shredder CLI method. I've been entering it nearly verbatim from the > RTx::Shredder page on CPAN (ie, rtx-shredder --force --plugin > 'Tickets=queue,CustomerCare;status,deleted'). However, nothing is being > done. I don't know where the log file for mysql is aside from > /var/log/mysqld.log. But that doesn't provide any useful information. > > I'm wondering if I"m supposed to provide the password for the rt3 > database somewhere. > > Any help would be appreciated. > > > -- > Mathew Snyder > Systems Administrator > Network+ > ServerVault TechOps > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From eichhorn at ponton-consulting.de Fri Jun 23 08:55:23 2006 From: eichhorn at ponton-consulting.de (=?UTF-8?Q?J=C3=B6rg_Eichhorn?=) Date: Fri, 23 Jun 2006 14:55:23 +0200 Subject: [rt-users] Comments about a user right In-Reply-To: References: <078C0DAE1DC07DED16CCF765@[192.168.200.77]> <693E3A16-9E66-46F3-A8DF-D4538BE556BF@khera.org> Message-ID: Hello, is this now possible with RT 3.6.0? Thanks for help. J?rg Eichhorn --On Mittwoch, 29. Juni 2005 12:38 +0200 J?rg Eichhorn wrote: > Hopefully it is possible to see this feature one day. > > --On Dienstag, 28. Juni 2005 13:32 -0400 Vivek Khera > wrote: > >> >> On Jun 28, 2005, at 11:08 AM, J?rg Eichhorn wrote: >> >>> is it possible to give users or groups the right to edit only the >>> comments about users, but not the other user variables? >>> >> >> i requested this feature back in the RT 2.x days. I don't believe it >> has been implemented yet. >> > From jesse at bestpractical.com Fri Jun 23 10:24:37 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 23 Jun 2006 10:24:37 -0400 Subject: [ADMIN] Re: [rt-users] Wolfgang Fuertbauer is out of the office. In-Reply-To: References: Message-ID: <20060623142437.GT24938@bestpractical.com> Wolfgang Fuertbauer has been unsubscribed from rt-users. Please feel free to resubscribe when you're sure your vacation mailer won't send mail to public mailinglists. Jesse On Fri, Jun 23, 2006 at 12:31:31AM +0200, Wolfgang.Fuertbauer at ebewe.com wrote: > > Ich werde ab 23.06.2006 nicht im B?ro sein. Ich kehre zur?ck am > 26.06.2006. > > Please call IT-Helpdesk: +43 7665 8123 333 > or email to: it-helpdesk at ebewe.com > > Best regards > > ---------------------------------------------------------------------- > (e-Mail: . at ebewe.com) > EBEWE Pharma > Mondseestrasse 11 > 4866 Unterach, Austria > Tel +43 7665 8123 0* > Fax +43 7665 8123 11 > http://www.ebewe.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 Darren.Kemp at xerox.com Fri Jun 23 10:31:34 2006 From: Darren.Kemp at xerox.com (Kemp, Darren) Date: Fri, 23 Jun 2006 10:31:34 -0400 Subject: [rt-users] Patching RedHat breaks RT In-Reply-To: <589c94400606221811p6769002cl48f90a2b2fd677d@mail.gmail.com> Message-ID: <6C353FB57990C640BE1C098BF284AC1B794F33@usa0300ms04.na.xerox.net> Thanks, that got it! -dkk -----Original Message----- From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] Sent: Thursday, June 22, 2006 9:11 PM To: Kemp, Darren Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Patching RedHat breaks RT On 6/23/06, Kemp, Darren wrote: > > > I recently patched my RT server to the latest levels (it is redhat ES > 4) (yah I know, bad idea) > > Unfortunately this horribly broke my RT install. I have managed to fix > and update most of the modules and issues I have encountered, but this > last one is puzzling, I can no longer get mail to go through rt-mailgate. Rebuild Log::Dispatch from sources, don't forget to run test suite. Also, read http://wiki.bestpractical.com/index.cgi?NoConnectionToSyslog > > From sendmail the error appears as so: > > Jun 22 16:24:40 sauron sendmail[3436]: k5MKOeFT003435: > to="|/etc/smrsh/rt-mailgate --queue 'operations' --action comment > --url http://foo.bar.com/", ctladdr= (8/0), > delay=00:00:00, xdelay=00:00:00, mailer=prog, pri=30574, dsn=4.0.0, > stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL > > I tried a manual send with debug on and recieved the following: > > [root at sauron dkemp]# /usr/local/rt/bin/rt-mailgate --queue operations > --action correspond --debug --url=http://foo.bar.com < ./testmsg > Connecting to http://foo.bar.com/REST/1.0/NoAuth/mail-gateway at > /usr/local/rt/bin/rt-mailgate line 99, <> chunk 1. > no connection to syslog available > - _PATH_LOG not available in syslog.h at > /usr/local/lib/perl5/site_perl/5.8.7/Log/Dispatch/Syslog.pm > line 77 > > Stack: > [/usr/local/lib/perl5/5.8.7/Carp.pm:269] > [/usr/local/lib/perl5/5.8.7/i686-linux/Sys/Syslog.pm:412] > [/usr/local/lib/perl5/5.8.7/i686-linux/Sys/Syslog.pm:241] > > [/usr/local/lib/perl5/site_perl/5.8.7/Log/Dispatch/Syslog.pm:77] > > [/usr/local/lib/perl5/site_perl/5.8.7/Log/Dispatch/Output.pm:41] > [/usr/local/lib/perl5/site_perl/5.8.7/Log/Dispatch.pm:95] > [/usr/local/lib/perl5/site_perl/5.8.7/Log/Dispatch.pm:74] > [/usr/local/lib/perl5/site_perl/5.8.7/Log/Dispatch.pm:22] > [/usr/local/rt/lib/RT/I18N.pm:410] > [/usr/local/rt/lib/RT/I18N.pm:367] > [/usr/local/rt/lib/RT/I18N.pm:190] > [/usr/local/rt/lib/RT/EmailParser.pm:266] > [/usr/local/rt/lib/RT/EmailParser.pm:237] > [/usr/local/rt/lib/RT/EmailParser.pm:176] > [/usr/local/rt/lib/RT/EmailParser.pm:136] > [/usr/local/rt/lib/RT/Interface/Email.pm:515] > > [/usr/local/rt/share/html/REST/1.0/NoAuth/mail-gateway:59] > RT server error. > > The RT server which handled your email did not behave as expected. It > said: > > no connection to syslog available > - _PATH_LOG not available in syslog.h at > /usr/local/lib/perl5/site_perl/5.8.7/Log/Dispatch/Syslog.pm > line 77 > > Stack: > [/usr/local/lib/perl5/5.8.7/Carp.pm:269] > [/usr/local/lib/perl5/5.8.7/i686-linux/Sys/Syslog.pm:412] > [/usr/local/lib/perl5/5.8.7/i686-linux/Sys/Syslog.pm:241] > > [/usr/local/lib/perl5/site_perl/5.8.7/Log/Dispatch/Syslog.pm:77] > > [/usr/local/lib/perl5/site_perl/5.8.7/Log/Dispatch/Output.pm:41] > [/usr/local/lib/perl5/site_perl/5.8.7/Log/Dispatch.pm:95] > [/usr/local/lib/perl5/site_perl/5.8.7/Log/Dispatch.pm:74] > [/usr/local/lib/perl5/site_perl/5.8.7/Log/Dispatch.pm:22] > [/usr/local/rt/lib/RT/I18N.pm:410] > [/usr/local/rt/lib/RT/I18N.pm:367] > [/usr/local/rt/lib/RT/I18N.pm:190] > [/usr/local/rt/lib/RT/EmailParser.pm:266] > [/usr/local/rt/lib/RT/EmailParser.pm:237] > [/usr/local/rt/lib/RT/EmailParser.pm:176] > [/usr/local/rt/lib/RT/EmailParser.pm:136] > [/usr/local/rt/lib/RT/Interface/Email.pm:515] > > [/usr/local/rt/share/html/REST/1.0/NoAuth/mail-gateway:59] > > Google has come up short on tihs issue except for some solaris > specific bugs way back in perl 5.8.0 I have tried to force a reinstall > of Sys::Syslog but it did not help. > > Anyone who has any insight to this issue, please let me know. > > -dkk > > > version information: > > Sendmail 8.12.11.20060308/8.12.11; > > Perl v5.8.7 under linux > Apache::Session v1.81; > Apache::Session::Generate::MD5 v2.1; > Apache::Session::Lock::MySQL v1.00; > Apache::Session::MySQL v1.01; > Apache::Session::Serialize::Storable v1.00; > Apache::Session::Store::DBI v1.02; > Apache::Session::Store::MySQL v1.04; > AutoLoader v5.60; > base v2.07; > Benchmark v1.07; > bytes v1.02; > Cache::Simple::TimedExpiry v0.23; > capitalization v0.03; > Carp v1.04; > CGI v3.20; > CGI::Cookie v1.27; > CGI::Fast v1.07; > CGI::Util v1.5; > Class::Container v0.12; > Class::Data::Inheritable v0.04; > Class::ReturnValue v0.53; > Clone v0.20; > constant v1.05; > Cwd v3.18; > Data::Dumper v2.121_04; > DBD::mysql v3.0002; > DBI v1.51; > DBIx::SearchBuilder v1.43; > DBIx::SearchBuilder::Unique v0.01; > Devel::StackTrace v1.13; > Devel::StackTraceFrame v0.6; > Devel::Symdump v2.0601; > Digest::base v1.00; > Digest::MD5 v2.36; > DynaLoader v1.05; > Encode v2.18; > Encode::Alias v2.06; > Encode::Config v2.03; > Encode::Encoding v2.04; > Encode::Guess v2.02; > Encode::Unicode v2.03; > Errno v1.0901; > Exception::Class v1.23; > Exception::Class::Base v1.2; > Exporter v5.58; > Exporter::Heavy v5.58; > FCGI v0.67; > Fcntl v1.05; > File::Basename v2.73; > File::Glob v1.04; > File::Path v1.07; > File::Spec v3.18; > File::Spec::Unix v1.5; > File::Temp v0.16; > FileHandle v2.01; > HTML::Entities v1.35; > HTML::Mason v1.33; > HTML::Mason::CGIHandler v1.00; > HTML::Mason::Exception v1.1; > HTML::Mason::Exception::Abort v1.1; > HTML::Mason::Exception::Compilation v1.1; > > HTML::Mason::Exception::Compilation::IncompatibleCompiler > v1.1; > HTML::Mason::Exception::Compiler v1.1; > HTML::Mason::Exception::Decline v1.1; > HTML::Mason::Exception::Params v1.1; > HTML::Mason::Exception::Syntax v1.1; > HTML::Mason::Exception::System v1.1; > HTML::Mason::Exception::TopLevelNotFound v1.1; > HTML::Mason::Exception::VirtualMethod v1.1; > HTML::Mason::Exceptions v1.43; > HTML::Parser v3.54; > HTML::Scrubber v0.08; > I18N::LangTags v0.35; > integer v1.00; > IO v1.23; > IO::File v1.14; > IO::Handle v1.27; > IO::InnerFile v2.110; > IO::Lines v2.110; > IO::Scalar v2.110; > IO::ScalarArray v2.110; > IO::Seekable v1.1; > IO::Wrap v2.110; > IO::WrapTie v2.110; > IPC::Open2 v1.01; > IPC::Open3 v1.0106; > lib v0.5565; > List::Util v1.18; > Locale::Maketext v1.10; > Locale::Maketext::Fuzzy v0.02; > Locale::Maketext::Lexicon v0.62; > Locale::Maketext::Lexicon::Gettext v0.15; > Log::Dispatch v2.11; > Log::Dispatch::Base v1.09; > Log::Dispatch::Output v1.26; > Log::Dispatch::Screen v1.17; > Log::Dispatch::Syslog v1.18; > Mail::Address v1.74; > Mail::Field v1.74; > Mail::Field::AddrList v1.74; > Mail::Header v1.74; > Mail::Internet v1.74; > MIME::Base64 v3.07; > MIME::Body v5.420; > MIME::Decoder v5.420; > MIME::Decoder::NBit v5.420; > MIME::Entity v5.420; > MIME::Field::ContDisp v5.420; > MIME::Field::ConTraEnc v5.420; > MIME::Field::ContType v5.420; > MIME::Field::ParamVal v5.420; > MIME::Head v5.420; > MIME::Parser v5.420; > MIME::QuotedPrint v3.07; > MIME::Tools v5.420; > MIME::Words v5.420; > Module::Versions::Report v1.02; > overload v1.03; > Params::Validate v0.85; > POSIX v1.08; > re v0.04; > Regexp::Common v2.120; > Regexp::Common::_support v2.101; > Regexp::Common::balanced v2.101; > Regexp::Common::CC v2.100; > Regexp::Common::comment v2.116; > Regexp::Common::delimited v2.104; > Regexp::Common::lingua v2.105; > Regexp::Common::list v2.103; > Regexp::Common::net v2.105; > Regexp::Common::number v2.108; > Regexp::Common::profanity v2.104; > Regexp::Common::SEN v2.102; > Regexp::Common::URI v2.108; > Regexp::Common::URI::fax v2.100; > Regexp::Common::URI::file v2.100; > Regexp::Common::URI::ftp v2.101; > Regexp::Common::URI::gopher v2.100; > Regexp::Common::URI::http v2.101; > Regexp::Common::URI::news v2.100; > Regexp::Common::URI::pop v2.100; > Regexp::Common::URI::prospero v2.100; > Regexp::Common::URI::RFC1035 v2.100; > Regexp::Common::URI::RFC1738 v2.104; > Regexp::Common::URI::RFC1808 v2.100; > Regexp::Common::URI::RFC2384 v2.102; > Regexp::Common::URI::RFC2396 v2.100; > Regexp::Common::URI::RFC2806 v2.100; > Regexp::Common::URI::tel v2.100; > Regexp::Common::URI::telnet v2.100; > Regexp::Common::URI::tv v2.100; > Regexp::Common::URI::wais v2.100; > Regexp::Common::whitespace v2.103; > Regexp::Common::zip v2.112; > RT v3.4.2; > RT::Interface::Email v1.02; > Scalar::Util v1.18; > SelectSaver v1.01; > Socket v1.77; > Storable v2.15; > strict v1.03; > Symbol v1.06; > Sys::Syslog v0.16; > Text::Autoformat v1.13; > Text::Quoted v1.8; > Text::Reform v1.11; > Text::Tabs v2005.0824; > Text::Template v1.44; > Text::Wrapper v1.000; > Time::HiRes v1.87; > Time::JulianDay v2003.1125; > Time::Local v1.12; > Time::ParseDate v2003.1126; > Time::Timezone v2003.0211; > utf8 v1.05; > vars v1.01; > warnings v1.03; > warnings::register v1.00; > XSLoader v0.02; > > > > > Darren Kemp > XGS > Darren.Kemp at xerox.com (585)264-5031 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 jlim at sullung.com Fri Jun 23 12:12:59 2006 From: jlim at sullung.com (Justin Lim) Date: Fri, 23 Jun 2006 11:12:59 -0500 Subject: [rt-users] regex help Message-ID: <005001c696df$e5850010$6401a8c0@home> I am trying to get a specific regex for extract custom fields and wondering if someone can help me. what i am trying to get is the xxxxxxx out of "Name : xxxxxxxxxx" where the end of the line can be \n or
or
or
can someone please help with the regex for this ? Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From purp at acm.org Fri Jun 23 13:05:24 2006 From: purp at acm.org (Jim Meyer) Date: Fri, 23 Jun 2006 10:05:24 -0700 Subject: [rt-users] regex help In-Reply-To: <005001c696df$e5850010$6401a8c0@home> References: <005001c696df$e5850010$6401a8c0@home> Message-ID: Hello! On 6/23/06, Justin Lim wrote: > what i am trying to get is the xxxxxxx out of "Name : xxxxxxxxxx" where the > end of the line can be \n or
or
or
m/Name:\s*([^<]*)(?:)?$/ Might work. =] --j, who likes a good regex. -- Jim Meyer, Geek at Large purp at acm.org From venkata.kurra at thomson.com Fri Jun 23 14:45:15 2006 From: venkata.kurra at thomson.com (venkata.kurra at thomson.com) Date: Fri, 23 Jun 2006 11:45:15 -0700 Subject: [rt-users] migration from rt2 to rt3 In-Reply-To: <449BAEDB.6060704@servervault.com> Message-ID: Hi, We are trying to migrate rt2 to rt3 using mysql. The size of the database is 100 Mb with 3500 tickets. It took 45 min to migrate to rt3 (mysql 5). Anybody has similar experience of the time it took. Ultimately we would like to migrate the main database of size 6 GB. At this ratio it might take more than 24 hours to migrate. We have 4GB memory in the import server. Any clues to speed up the process! Do I have to modify the database parameters before migrate! My-huge.conf: key_buffer = 384M max_allowed_packet = 128M table_cache = 512 sort_buffer_size = 2M read_buffer_size = 2M read_rnd_buffer_size = 8M myisam_sort_buffer_size = 64M thread_cache = 8 query_cache_size = 32M From nmetrowsky at digitalglobe.com Fri Jun 23 15:38:27 2006 From: nmetrowsky at digitalglobe.com (Nick Metrowsky) Date: Fri, 23 Jun 2006 13:38:27 -0600 Subject: [rt-users] Regular Expressions for Custom Field Validation in RT 3.6.0 Message-ID: Hi Everyone, Once I was told where Custom Field Validation is maintained in RT 3.6.0, I thought I make this small contribution to RT 3.6.0. The following code snippet contains several useful regexp validations. Two of these are provided with RT 3.6.0 (Mandatory, Digits), the new additions are as follows: 1. DateYYYYMMDD - Date in YYYY-MM-DD or YYYY/MM/DD format 2. DateMMDDYYYY - Date in MM-DD-YYYY or MM/DD/YYYY format 3. DateDDMMYYYY - Date in DD-MM-YYYY or DD/MM/YYYY format 4. Float - Floating Point Numbers 5. Email - Email address format 6. IPAddress - IP Address format 7. USZipCode5 - US 5 digit Zip Code 8. UZZipCode9 - US 9 digit Zip Code 9. USZipCode5or9 - US Zip Code (either 5 digit or 9 digit) 10. USTelephone - US Telephone Numbers 11. RowRackHeight - Something used by us locally for locating equipment in out data center; Row #, Rack #, and Unit Height # in Rack. I hope you find this information useful. Also, if folks have additional regular expressions they should contribute them to this forum so they can be shared with everybody. Take care! Nick The following module contains the Custom Field Validation definitions for RT 3.6.0: /opt/rt3/share/html/Admin/CustomFields/Modify.html The following code begins at line 82; I removed the regexp for "Years" and added new code beginning at line 89: <& /Widgets/ComboBox, Name => 'Pattern', Default => $CustomFieldObj->Pattern, Size => 50, Values => [ '(?#Mandatory).', '(?#Digits)^[\d.]+$', '(?#Float)^(\+|-)?([0-9]+\.?[0-9]*|\.[0-9]+)([eE](\+|-)?[0-9]+)?', '(?#DateYYYYMMDD)^(19|20)\d\d([- /.])(0[1-9]|1[012])\2(0[1-9]|[12][0-9]|3[01])$', '(?#DateMMDDYYYY)^(0[1-9]|1[012])[- /.](0[1-9]|[12][0-9]|3[01])[- /.](19|20)\d\d', '(?#DateDDMMYYYY)^(0[1-9]|[12][0-9]|3[01])[- /.](0[1-9]|1[012])[- /.](19|20)\d\d', '(?#Email)^[a-zA-Z][\w\.-]*[a-zA-Z0-9]@[a-zA-Z0-9][\w\.-]*[a-zA-Z0-9]\.[ a-zA-Z][a-zA-Z\.]*[a-zA-Z]$', '(?#IPAddress)^((25[0-5]|2[0-4][0-9]|1[0-9][0-9]|[1-9][0-9]|[0-9])\.){3} (25[0-5]|2[0-4][0-9]|1[0-9][0-9]|[1-9][0-9]|[0-9])$', '(?#USZipCode5)^\d{5}$', '(?#USZipCode9)^\d{5}-\d{4}$', '(?#USZipCode5or9)^\d{5}(-?\d{4})?$', '(?#USTelephone)^1?\s*-?\s*(\d{3}|$\s*\d{3}\s*$)\s*-?\s*\d{3}\s*-?\s*\ d{4}$', '(?#RowRackHeight)^\d{2}-\d{2}-\d{2}$', '', ], &> ------------------------------------------------------------------------ --------- 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 todd at chaka.net Fri Jun 23 17:56:13 2006 From: todd at chaka.net (Todd Chapman) Date: Fri, 23 Jun 2006 17:56:13 -0400 Subject: [rt-users] Regular Expressions for Custom Field Validation in RT 3.6.0 In-Reply-To: References: Message-ID: <20060623215613.GW30623@chaka.net> On Fri, Jun 23, 2006 at 01:38:27PM -0600, Nick Metrowsky wrote: > Hi Everyone, > > > > Once I was told where Custom Field Validation is maintained in RT 3.6.0, > I thought I make this small contribution to RT 3.6.0. The following code > snippet contains several useful regexp validations. Two of these are > provided with RT 3.6.0 (Mandatory, Digits), the new additions are as > follows: > > > > 1. DateYYYYMMDD - Date in YYYY-MM-DD or YYYY/MM/DD format > 2. DateMMDDYYYY - Date in MM-DD-YYYY or MM/DD/YYYY format > 3. DateDDMMYYYY - Date in DD-MM-YYYY or DD/MM/YYYY format > 4. Float - Floating Point Numbers > 5. Email - Email address format > 6. IPAddress - IP Address format > 7. USZipCode5 - US 5 digit Zip Code > 8. UZZipCode9 - US 9 digit Zip Code > 9. USZipCode5or9 - US Zip Code (either 5 digit or 9 digit) > 10. USTelephone - US Telephone Numbers > 11. RowRackHeight - Something used by us locally for locating > equipment in out data center; Row #, Rack #, and Unit Height # in Rack. > > Nick, I submitted a patch to Jesse that implements a callback so that new validations can be easily added. Hopefully the patch will make it into 3.6.1. Also, for every validation it would be useful to have another validation that makes it possible to insert no data. For example: (?#Date)^\d\d\d\d-\d\d-\d\d$ (?#Optional Date)^(\d\d\d\d-\d\d-\d\d)?$ The first requires a date. The second allows a blank CF, but a date is entered it has to match the format. -Todd From mikep at uclink.berkeley.edu Fri Jun 23 18:59:35 2006 From: mikep at uclink.berkeley.edu (Mike Patterson) Date: Fri, 23 Jun 2006 15:59:35 -0700 Subject: [rt-users] Patching RedHat breaks RT In-Reply-To: <589c94400606221811p6769002cl48f90a2b2fd677d@mail.gmail.com> References: <6C353FB57990C640BE1C098BF284AC1B794D02@usa0300ms04.na.xerox.net> <589c94400606221811p6769002cl48f90a2b2fd677d@mail.gmail.com> Message-ID: <449C7257.6000005@uclink.berkeley.edu> Patching Redhat (EL4) broke our system too. Searches weren't working and email correspondence wasn't being sent out. I followed the advice of someone else who had a similar error message to the one I got when searching for tickets. subject: sent on 5/22/2006 "Re: [rt-users] RT::Interface::Web::QueryBuilder::Tree" at /usr/local/rt3/share/html/Search/Build.html line 288 error #This is what I did to fix it (force updated the perl Scalar::Util module with CPAN) perl -MCPAN -e shell cpan> force install Scalar::Util #then restarted apache service httpd restart Things seem OK now. -- Mike Patterson Systems Manager UC Berkeley Extension From msnyder at servervault.com Fri Jun 23 21:13:59 2006 From: msnyder at servervault.com (Mathew Snyder) Date: Fri, 23 Jun 2006 21:13:59 -0400 Subject: [rt-users] Shredder CLI Question In-Reply-To: <589c94400606230559g650f3072qe9b9b8d30da60c23@mail.gmail.com> References: <449BAEDB.6060704@servervault.com> <589c94400606230559g650f3072qe9b9b8d30da60c23@mail.gmail.com> Message-ID: <449C91D7.8040804@servervault.com> Sorry, v04. Mathew Snyder Systems Administrator Network+ ServerVault TechOps Ruslan Zakirov wrote: > RT/Shredder versions? > > On 6/23/06, Mathew Snyder wrote: >> I'm trying to test out the removal of deleted tickets using the >> rtx-shredder CLI method. I've been entering it nearly verbatim from the >> RTx::Shredder page on CPAN (ie, rtx-shredder --force --plugin >> 'Tickets=queue,CustomerCare;status,deleted'). However, nothing is being >> done. I don't know where the log file for mysql is aside from >> /var/log/mysqld.log. But that doesn't provide any useful information. >> >> I'm wondering if I"m supposed to provide the password for the rt3 >> database somewhere. >> >> Any help would be appreciated. >> >> >> -- >> Mathew Snyder >> Systems Administrator >> Network+ >> ServerVault TechOps >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> We're hiring! Come hack Perl for Best Practical: >> http://bestpractical.com/about/jobs.html >> > > From liuzmus at yahoo.com Sat Jun 24 13:12:35 2006 From: liuzmus at yahoo.com (Zhiming Liu) Date: Sat, 24 Jun 2006 10:12:35 -0700 (PDT) Subject: [rt-users] Urgent, please help, RHEL 4 can't reboot. Message-ID: <20060624171235.74311.qmail@web32815.mail.mud.yahoo.com> Hi, After installed rtir-20060309 RT-3.7 on RHEL 4, I reboot the machine and got this error message: Enforcing mode requested but no policy loads. Halting now. Kernel panic - not syncing: Attempted to kill init! The machine can't boot up. Thanks for help. Zhiming. __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From wash at wananchi.com Sun Jun 25 03:19:37 2006 From: wash at wananchi.com (Odhiambo Washington) Date: Sun, 25 Jun 2006 10:19:37 +0300 Subject: [rt-users] rt-3.4.5 -> rt-3.6.0 Message-ID: <20060625071937.GA49330@ns2.wananchi.com> Having read the notes that came with rt-3.6.0, I realized that there were no changes to the schema and the acls from 3.4.5 so I decided I could test out rt-3.6.0 I simply made a clean installation of 3.6.0 on a test box and pointed it to my existing MySQL database being used by rt-3.4.5. I can login, but immediately the error below pops up, and I simply cannot proceed: error: Can't call method "Content" on an undefined value at /opt/rt3/share/html/Elements/MyRT line 76. context: ... 72: 73: unless (exists $session{'my_rt_portlets'}) { 74: my ($d_portlets) = RT::System->new($session{'CurrentUser'})->Attributes->Named('HomepageSettings'); 75: my $user = $session{'CurrentUser'}->UserObj; 76: $session{'my_rt_portlets'} = $user->Preferences('HomepageSettings', $d_portlets->Content); 77: } 78: 79: my $portlets = $session{'my_rt_portlets'}; 80: ... code stack: /opt/rt3/share/html/Elements/MyRT:76 /opt/rt3/share/html/index.html:79 /opt/rt3/share/html/autohandler:279 Is this a result of something stupid I have put in RT_SiteConfig.pm or what could be the cause? cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington . WANANCHI ONLINE LTD (Nairobi, KE) | wash () WANANCHI ! com . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | GSM: (+254) 733 744 121 . (+254) 020 313 985 - 9 | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post From alexchorny at gmail.com Sun Jun 25 04:27:26 2006 From: alexchorny at gmail.com (Alexandr Ciornii) Date: Sun, 25 Jun 2006 11:27:26 +0300 Subject: [rt-users] rt-3.4.5 -> rt-3.6.0 In-Reply-To: <20060625071937.GA49330@ns2.wananchi.com> References: <20060625071937.GA49330@ns2.wananchi.com> Message-ID: <1623381038.20060625112726@gmail.com> Hello, Odhiambo. You wrote: > Having read the notes that came with rt-3.6.0, I realized that there > were no changes to the schema and the acls from 3.4.5 so I decided > I could test out rt-3.6.0 There are no changes in DB schema, new content only. Code you quoted looks for this content. Look at etc/upgrade/3.5.1/content. File 'UPGRADING' does not have information about this. run sbin/rt-setup-database --action insert --datadir etc/upgrade/3.5.1 -- WBR, Sasha mailto:alexchorny at gmail.com http://chorny.net From tomw at bnl.gov Sun Jun 25 11:02:04 2006 From: tomw at bnl.gov (Tomasz Wlodek) Date: Sun, 25 Jun 2006 11:02:04 -0400 (EDT) Subject: [rt-users] How to show list of Cc: in e-mail? In-Reply-To: <20060625071937.GA49330@ns2.wananchi.com> References: <20060625071937.GA49330@ns2.wananchi.com> Message-ID: Hi, I would like the e-mails with replys to tickets to show the list of Cc:, right now they hide the Cc. The people who receive the e-mails should see all the Cc's. Can this be done somehow? Is it possible to add the list of Cc to the template for correspondence, for example by adding to template correspondence something like $Ticket->ListOfCc's (Does there exist a field in $Ticket which can give list of CC's?) Tomasz Wlodek | tel 631-344-7448 Brookhaven Laboratory, Building 510M | fax 631-344-7616 Upton NY 11973-5000 | From purp at acm.org Sun Jun 25 18:08:42 2006 From: purp at acm.org (Jim Meyer) Date: Sun, 25 Jun 2006 15:08:42 -0700 Subject: [rt-users] rt-3.4.5 -> rt-3.6.0 In-Reply-To: <20060625071937.GA49330@ns2.wananchi.com> References: <20060625071937.GA49330@ns2.wananchi.com> Message-ID: Odhiambo! It's good to see you around here again. Just ran across some of our old postings circa 2002 and was thinking kind thoughts in your direction. I think I know exactly what the issue you're facing is. And maybe even how to solve it. On 6/25/06, Odhiambo Washington wrote: > Having read the notes that came with rt-3.6.0, I realized that there > were no changes to the schema and the acls from 3.4.5 so I decided > I could test out rt-3.6.0 > > I simply made a clean installation of 3.6.0 on a test box and pointed > it to my existing MySQL database being used by rt-3.4.5. I can login, > but immediately the error below pops up, and I simply cannot proceed: > > > error: Can't call method "Content" on an undefined value at /opt/rt3/share/html/Elements/MyRT line 76. > context: > ... > 72: > 73: unless (exists $session{'my_rt_portlets'}) { > 74: my ($d_portlets) = RT::System->new($session{'CurrentUser'})->Attributes->Named('HomepageSettings'); > 75: my $user = $session{'CurrentUser'}->UserObj; > 76: $session{'my_rt_portlets'} = $user->Preferences('HomepageSettings', $d_portlets->Content); > 77: } > 78: > 79: my $portlets = $session{'my_rt_portlets'}; > 80: > ... > code stack: /opt/rt3/share/html/Elements/MyRT:76 > /opt/rt3/share/html/index.html:79 > /opt/rt3/share/html/autohandler:279 > > > Is this a result of something stupid I have put in RT_SiteConfig.pm > or what could be the cause? What's happening is that RT is looking for the default homepage settings Attribute in order to display it. You're using a database which hasn't had the extra attributes added, so it barfs. I think you could fix this by loading the new Attributes, which are some system-user owned saved searches (aka "portlets") and the default home page settings. You'd need to cull those bits from the rest of the default data loaded with a fresh 3.6.0 install, but I don't think they'd get in the way of your 3.4.x install. Good luck! --j -- Jim Meyer, Geek at Large purp at acm.org From jlee at pbu.edu Sun Jun 25 18:39:20 2006 From: jlee at pbu.edu (Jay Lee) Date: Sun, 25 Jun 2006 18:39:20 -0400 (EDT) Subject: [rt-users] Urgent, please help, RHEL 4 can't reboot. In-Reply-To: <20060624171235.74311.qmail@web32815.mail.mud.yahoo.com> References: <20060624171235.74311.qmail@web32815.mail.mud.yahoo.com> Message-ID: <50991.70.110.158.231.1151275160.squirrel@www.mail.pbu.edu> On Sat, June 24, 2006 1:12 pm, Zhiming Liu wrote: > Hi, After installed rtir-20060309 RT-3.7 on RHEL 4, I > reboot the machine and got this error message: > > Enforcing mode requested but no policy loads. Halting > now. Kernel panic - not syncing: Attempted to kill init! > > > The machine can't boot up. Thanks for help. Zhiming. Press a (append) at the grub prompt and add "selinux=0" to the kernel options. This should let you boot up. If you wish to continue using selinux you'll probably need to fix whatever issues you have there, maybe reinstall the selinux RPMS? Jay -- Jay Lee Network / Systems Administrator Information Technology Dept. Philadelphia Biblical University -- From huston at astro.princeton.edu Mon Jun 26 02:08:51 2006 From: huston at astro.princeton.edu (Steve Huston) Date: Mon, 26 Jun 2006 02:08:51 -0400 Subject: [rt-users] RT Installation on webhost Message-ID: <449F79F3.7050809@astro.princeton.edu> I'm trying to install RT on a web host system where I don't have root access (home machine might not be online all the time anymore). I've got all the Perl modules installed, and RT is installed, but I've hit a brick wall. - I can't modify httpd.conf - I can't set PerlHandler lines in .htaccess - I can't seem to set any FastCGIServer or FastCGIExternalServer lines in .htaccess I'm not sure what to do from here. Is there some way I can modify RT so that I can run it with FastCGI? Or am I just not going to get it to run? I already use RT at work, which is one of the reasons I want to set up a home copy of it. Thanks! -- Steve Huston - W2SRH - Unix Sysadmin, Dept. of Astrophysical Sciences Princeton University | ICBM Address: 40.346525 -74.651285 126 Peyton Hall |"On my ship, the Rocinante, wheeling through Princeton, NJ 08544 | the galaxies; headed for the heart of Cygnus, (609) 258-7375 | headlong into mystery." -Rush, 'Cygnus X-1' From rfh at pipex.net Mon Jun 26 10:24:20 2006 From: rfh at pipex.net (Roy El-Hames) Date: Mon, 26 Jun 2006 15:24:20 +0100 Subject: [rt-users] RT 3.6: Disabling global scrips per queue? In-Reply-To: <20060622184219.GQ30623@chaka.net> References: <20060622183035.GP30623@chaka.net> <20060622183457.GJ24938@bestpractical.com> <20060622184219.GQ30623@chaka.net> Message-ID: <449FEE14.1030503@pipex.net> Todd; I have just applied Dirk Pape HideGlobalscrips to my RT-3.6 .. the patch supplied did not work (it was based on rt-3.2) but it was easy enough to change the appropriate Elements and libs .. less than a couple of hours work and now it woks farily well .. Roy Todd Chapman wrote: >On Thu, Jun 22, 2006 at 02:34:57PM -0400, Jesse Vincent wrote: > > >> >>On Thu, Jun 22, 2006 at 02:30:35PM -0400, Todd Chapman wrote: >> >> >>>I thought 3.6 was to support disabling global scrips on >>>a per-queue basis, but I don't see it. Is it there? >>> >>> >>That wasn't ever on the list. That comes in when we get to do the >>Scrips-> Rules rewrite. >> >> >> > >Sorry. Faulty memory. >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com > > >We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > > > From jfenner at vitamix.com Mon Jun 26 10:41:39 2006 From: jfenner at vitamix.com (Jason Fenner) Date: Mon, 26 Jun 2006 10:41:39 -0400 Subject: [rt-users] Can't call method "Content" error in 3.6.0 In-Reply-To: <019201c6962e$2d3ecbf0$0e14140a@ad.serreyn.com> References: <019201c6962e$2d3ecbf0$0e14140a@ad.serreyn.com> Message-ID: <449FF223.4050001@vitamix.com> Yes, You did not run the database update scripts. Run them and this problem will go away. Please see the README file. Ted Serreyn wrote: > Anyone seen this before? I am trying the new RT build on gentoo. > > > > Ideas? I am trying to get this working and see if it resolves the > attachment issue with recent version of mysql. > > > > Ted Serreyn > > > > > > > > > > > error: > > Can't call method "Content" on an undefined value at > /var/www/support.serreyn.com/htdocs/rt-3.6.0/Elements/MyRT line 76. > > > context: > > > ... > > > > > 72: > > > > > 73: > > unless (exists $session{'my_rt_portlets'}) { > > > 74: > > my ($d_portlets) = > RT::System->new($session{'CurrentUser'})->Attributes->Named('HomepageSetting > s'); > > > 75: > > my $user = $session{'CurrentUser'}->UserObj; > > > 76: > > $session{'my_rt_portlets'} = $user->Preferences('HomepageSettings', > $d_portlets->Content); > > > 77: > > } > > > 78: > > > > > 79: > > my $portlets = $session{'my_rt_portlets'}; > > > 80: > > > > > ... > > > > > code stack: > > /var/www/support.serreyn.com/htdocs/rt-3.6.0/Elements/MyRT:76 > /var/www/support.serreyn.com/htdocs/rt-3.6.0/index.html:79 > /var/www/support.serreyn.com/htdocs/rt-3.6.0/autohandler:279 > > > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 Mon Jun 26 10:46:40 2006 From: murphy at genome.chop.edu (Kevin Murphy) Date: Mon, 26 Jun 2006 10:46:40 -0400 Subject: [rt-users] Minor problem after 3.6.0 upgrade: highest priority tickets subject links broken Message-ID: <449FF350.8080303@genome.chop.edu> Hi, Nobody replied to my earlier post (below). Anybody else experience this? Thanks, Kevin Murphy > (Upgraded from RT 3.4.4 to 3.6.0, using PG 8.1.4.) > > On the "RT at a glance" page, the subject links in the "10 highest > priority tickets I own" section are broken, because they don't include > the WebPath. > > All other subject links (in the unowned tickets section, and in search > results) are good. > > Hard to believe this is a real issue; maybe something went awry with my > upgrade? > > What's the easiest/best way to tweak this? Any official means of > configuring the relevant format is not obvious. > From ESchultz at corp.untd.com Mon Jun 26 11:16:12 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Mon, 26 Jun 2006 08:16:12 -0700 Subject: [rt-users] How to show list of Cc: in e-mail? Message-ID: <5613F89D78D2F545A40423EBA5535C30103C29B0@LAXEVS01.lax.corp.int.untd.com> $Ticket->CcAddresses 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 Tomasz Wlodek Sent: Sunday, June 25, 2006 8:02 AM To: Undisclosed-recipients Cc: rt-users at lists.bestpractical.com Subject: [rt-users] How to show list of Cc: in e-mail? Hi, I would like the e-mails with replys to tickets to show the list of Cc:, right now they hide the Cc. The people who receive the e-mails should see all the Cc's. Can this be done somehow? Is it possible to add the list of Cc to the template for correspondence, for example by adding to template correspondence something like $Ticket->ListOfCc's (Does there exist a field in $Ticket which can give list of CC's?) Tomasz Wlodek | tel 631-344-7448 Brookhaven Laboratory, Building 510M | fax 631-344-7616 Upton NY 11973-5000 | _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From ESchultz at corp.untd.com Mon Jun 26 11:22:46 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Mon, 26 Jun 2006 08:22:46 -0700 Subject: [rt-users] Regular Expressions for Custom Field Validation in RT3.6.0 Message-ID: <5613F89D78D2F545A40423EBA5535C30103C29BF@LAXEVS01.lax.corp.int.untd.com> I know what you mean, and I did something like that in my code that I backported from 3.5.x to 3.4.x. I added another regex field that said whether something was mandatory or not, where 1 is mandatory, and 0 is not: (?#Year)(?#0)^[12]\d{3}$ year, not mandatory (?#Mandatory)(?#1). anything, mandatory (?#postal code)(?#1)^[A-Z]{2}$ postal code, mandatory The second one is useful for a field where you want anything, don't care how long or what it looks like, so long is it isn't left blank. Obviously, I hacked on the RT code a little that reads this stuff to accomodate for the second regex group. 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 Todd Chapman Sent: Friday, June 23, 2006 2:56 PM To: Nick Metrowsky Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Regular Expressions for Custom Field Validation in RT3.6.0 On Fri, Jun 23, 2006 at 01:38:27PM -0600, Nick Metrowsky wrote: > Hi Everyone, > > > > Once I was told where Custom Field Validation is maintained in RT 3.6.0, > I thought I make this small contribution to RT 3.6.0. The following code > snippet contains several useful regexp validations. Two of these are > provided with RT 3.6.0 (Mandatory, Digits), the new additions are as > follows: > > > > 1. DateYYYYMMDD - Date in YYYY-MM-DD or YYYY/MM/DD format > 2. DateMMDDYYYY - Date in MM-DD-YYYY or MM/DD/YYYY format > 3. DateDDMMYYYY - Date in DD-MM-YYYY or DD/MM/YYYY format > 4. Float - Floating Point Numbers > 5. Email - Email address format > 6. IPAddress - IP Address format > 7. USZipCode5 - US 5 digit Zip Code > 8. UZZipCode9 - US 9 digit Zip Code > 9. USZipCode5or9 - US Zip Code (either 5 digit or 9 digit) > 10. USTelephone - US Telephone Numbers > 11. RowRackHeight - Something used by us locally for locating > equipment in out data center; Row #, Rack #, and Unit Height # in Rack. > > Nick, I submitted a patch to Jesse that implements a callback so that new validations can be easily added. Hopefully the patch will make it into 3.6.1. Also, for every validation it would be useful to have another validation that makes it possible to insert no data. For example: (?#Date)^\d\d\d\d-\d\d-\d\d$ (?#Optional Date)^(\d\d\d\d-\d\d-\d\d)?$ The first requires a date. The second allows a blank CF, but a date is entered it has to match the format. -Todd From BBlakely at blink.ca Mon Jun 26 11:13:32 2006 From: BBlakely at blink.ca (Ben Blakely) Date: Mon, 26 Jun 2006 11:13:32 -0400 Subject: [rt-users] Making a CF a required field Message-ID: <8E8EBFC69B7B50489C2DD4EDF3DA583001B6B045@exchange1.oakvillehydro.com> Hello All, I'm wondering if there is a way to make a custom field a required entry/selection when creating a ticket. Does anyone know if this is possible? Thanks, Ben -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Mon Jun 26 11:48:10 2006 From: todd at chaka.net (Todd Chapman) Date: Mon, 26 Jun 2006 11:48:10 -0400 Subject: [rt-users] Regular Expressions for Custom Field Validation in RT3.6.0 In-Reply-To: <5613F89D78D2F545A40423EBA5535C30103C29BF@LAXEVS01.lax.corp.int.untd.com> References: <5613F89D78D2F545A40423EBA5535C30103C29BF@LAXEVS01.lax.corp.int.untd.com> Message-ID: <20060626154810.GX30623@chaka.net> On Mon, Jun 26, 2006 at 08:22:46AM -0700, Schultz, Eric wrote: > I know what you mean, and I did something like that in my code that I > backported from 3.5.x to 3.4.x. I added another regex field that said > whether something was mandatory or not, where 1 is mandatory, and 0 is > not: > > (?#Year)(?#0)^[12]\d{3}$ year, not mandatory > (?#Mandatory)(?#1). anything, mandatory > (?#postal code)(?#1)^[A-Z]{2}$ postal code, mandatory > > The second one is useful for a field where you want anything, don't care > how long or what it looks like, so long is it isn't left blank. > Obviously, I hacked on the RT code a little that reads this stuff to > accomodate for the second regex group. > > Eric Schultz > United Online Eric, Why add the second regex group when you can wrap the whole thing in ()? ? -Todd From todd at chaka.net Mon Jun 26 11:49:13 2006 From: todd at chaka.net (Todd Chapman) Date: Mon, 26 Jun 2006 11:49:13 -0400 Subject: [rt-users] Making a CF a required field In-Reply-To: <8E8EBFC69B7B50489C2DD4EDF3DA583001B6B045@exchange1.oakvillehydro.com> References: <8E8EBFC69B7B50489C2DD4EDF3DA583001B6B045@exchange1.oakvillehydro.com> Message-ID: <20060626154913.GY30623@chaka.net> On Mon, Jun 26, 2006 at 11:13:32AM -0400, Ben Blakely wrote: > Hello All, > > > > I'm wondering if there is a way to make a custom field a required > entry/selection when creating a ticket. Does anyone know if this is > possible? > This is a feature of 3.6. From chris at cjbonline.org Mon Jun 26 11:54:47 2006 From: chris at cjbonline.org (Cj B) Date: Mon, 26 Jun 2006 08:54:47 -0700 Subject: [rt-users] Time between New and Open Message-ID: <4CCC05FD-04DE-4E45-BEE5-4EB08F59E581@cjbonline.org> Hello, I am trying to determine the "Response" time to our tickets. We have determined that we want to calculate this based on the time between the Status of New and Open. I had assumed that there would always be a Transaction table entry for a status change and I could use these to calculate the time. However, I am finding tickets which do not have an entry for the status change of New->Open. Mostly these are tickets which were replied to via the UI. Is there a better way to calculate these times? Thanks, Cj B AIM: Blackc2004 chris at cjbonline.org From ESchultz at corp.untd.com Mon Jun 26 12:52:42 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Mon, 26 Jun 2006 09:52:42 -0700 Subject: [rt-users] Regular Expressions for Custom Field Validation in RT3.6.0 Message-ID: <5613F89D78D2F545A40423EBA5535C30103C2B10@LAXEVS01.lax.corp.int.untd.com> I think that may break the regex parsing in MatchPattern() in CustomField_Overlay.pm. Unless you are talking about doing something like: (?#Year)^[12]\d{3}$ becomes (?#Year)(^[12]\d{3}$)? Give it a try and let me know how that works for you :-) Eric Schultz United Online -----Original Message----- From: Todd Chapman [mailto:todd at chaka.net] Sent: Monday, June 26, 2006 8:48 AM To: Schultz, Eric Cc: Nick Metrowsky; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Regular Expressions for Custom Field Validation in RT3.6.0 On Mon, Jun 26, 2006 at 08:22:46AM -0700, Schultz, Eric wrote: > I know what you mean, and I did something like that in my code that I > backported from 3.5.x to 3.4.x. I added another regex field that said > whether something was mandatory or not, where 1 is mandatory, and 0 is > not: > > (?#Year)(?#0)^[12]\d{3}$ year, not mandatory > (?#Mandatory)(?#1). anything, mandatory > (?#postal code)(?#1)^[A-Z]{2}$ postal code, mandatory > > The second one is useful for a field where you want anything, don't care > how long or what it looks like, so long is it isn't left blank. > Obviously, I hacked on the RT code a little that reads this stuff to > accomodate for the second regex group. > > Eric Schultz > United Online Eric, Why add the second regex group when you can wrap the whole thing in ()? ? -Todd From kerrboy at gmail.com Mon Jun 26 13:32:48 2006 From: kerrboy at gmail.com (Brian Kerr) Date: Mon, 26 Jun 2006 13:32:48 -0400 Subject: [rt-users] ignoring attachments Message-ID: Is anyone ignoring certain attachment types with success? Several users have Vcard's setup in their mail client and send a .vcf file with each email. The attachment list on tickets can grow cumbersome very quickly. Thanks, Brian From graham.dunn at leitch.com Mon Jun 26 13:48:19 2006 From: graham.dunn at leitch.com (Graham Dunn) Date: Mon, 26 Jun 2006 13:48:19 -0400 Subject: [rt-users] What happens when rt-mailgate can't submit a ticket? Message-ID: We had a problem here over the weekend where apache ran into a memory limit, and rt couldn't take any connections from rt-mailgate. I pass mail from procmail to rt-mailgate, and rt-mailgate was failing with errors like: An Error Occurred ================= 500 Server closed connection without sending any data back Does rt-mailgate try to save those to disk anywhere, or are they just lost? Thanks, Graham rt 3.4.1, freebsd 5.3-RELEASE-p9 From todd at chaka.net Mon Jun 26 14:10:07 2006 From: todd at chaka.net (Todd Chapman) Date: Mon, 26 Jun 2006 14:10:07 -0400 Subject: [rt-users] Regular Expressions for Custom Field Validation in RT3.6.0 In-Reply-To: <5613F89D78D2F545A40423EBA5535C30103C2B10@LAXEVS01.lax.corp.int.untd.com> References: <5613F89D78D2F545A40423EBA5535C30103C2B10@LAXEVS01.lax.corp.int.untd.com> Message-ID: <20060626181007.GZ30623@chaka.net> On Mon, Jun 26, 2006 at 09:52:42AM -0700, Schultz, Eric wrote: > I think that may break the regex parsing in MatchPattern() in > CustomField_Overlay.pm. Unless you are talking about doing something > like: > > (?#Year)^[12]\d{3}$ > > becomes > > (?#Year)(^[12]\d{3}$)? > > Give it a try and let me know how that works for you :-) > The second form is exactly what I was talking about and seems to work fine with stock RT 3.6 code. -Todd From serge.bianda at appian.com Mon Jun 26 14:49:20 2006 From: serge.bianda at appian.com (Serge Bianda) Date: Mon, 26 Jun 2006 14:49:20 -0400 Subject: [rt-users] Unable to Initiate database installation for RTFM-2.2.0RC2 Message-ID: I compiled and installed RTFM with no problem, but when I try to run the command "make initdb" I get the following message: /usr/bin/perl -Ilib -I/opt/rt3/lib /opt/rt3/sbin/rt-setup-database --action schema --datadir etc --datafile etc/initialdata --dba rt_user DBI connect('dbname=rt3;host=localhost','rt_user',...) failed: Access denied for user 'rt_user'@'localhost' (using password: NO) at /opt/rt3/sbin/rt-setup-database line 170 Failed to connect to dbi:mysql:;host=localhost as rt_user: Access denied for user 'rt_user'@'localhost' (using password: NO) at /opt/rt3/sbin/rt-setup-database line 170. ...returned with error: 65280 make: *** [initdb] Error 255 Please note that I have the correct password set in the RT_Config.pm file for the rt_user and when I initiated the database upon RT installation, there was no problem. It's just that I can do it for RTFM. Thanks Serge From serge.bianda at appian.com Mon Jun 26 14:49:46 2006 From: serge.bianda at appian.com (Serge Bianda) Date: Mon, 26 Jun 2006 14:49:46 -0400 Subject: [rt-users] Graph for RTx-Statistics-1.0.8 not showing Message-ID: My RT 3.4.5 was installed correctly and I also have GD and all the perl modules installed (GD::Graph, Apache::GD::options, ...), but I don't seem to see the graph when I go to "Resolve Time Graph" under "RTx-Statistics". All I can see if an icon of a picture that did not load. If I right click on it and select "view image" from my browser, I get this message: System error error: Can't locate object method "new" via package "GD::Graph::points" at /opt/rt3/share/html/RTx/Statistics/TimeToResolve/Elements/Chart line 9. context: ... 5: <%INIT> 6: use GD::Graph::points; 7: 8: my @data; 9: my $graph = GD::Graph::points->new(400,300); 10: $graph->set(export_format => "png", 11: marker_size => $ARGS{marker_size}, 12: x_label => 'Average time to resolve (Days)', 13: y_label => 'Number of tickets resolved' ); ... code stack: /opt/rt3/share/html/RTx/Statistics/TimeToResolve/Elements/Chart:9 /opt/rt3/share/html/autohandler:215 Raw error And when I look at the raw error link, I get this output: Can't locate object method "new" via package "GD::Graph::points" at /opt/rt3/share/html/RTx/Statistics/TimeToResolve/Elements/Chart line 9. Trace begun at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Exceptions.pm line 129 HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method "new" via package "GD::Graph::points" at /opt/rt3/share/html/RTx/Statistics/TimeToResolve/Elements/Chart line 9.^J') called at /opt/rt3/share/html/RTx/Statistics/TimeToResolve/Elements/Chart line 9 HTML::Mason::Commands::__ANON__('marker_size', 1, 'x_labels', '0,,2,,,17,,longer', 'data1', '18,2,1,1,1,2,1,2', 'marker_size', 1, 'x_labels', '0,,2,,,17,,longer', 'data1', '18,2,1,1,1,2,1,2') called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa8 bec48)', 'marker_size', 1, 'x_labels', '0,,2,,,17,,longer', 'data1', '18,2,1,1,1,2,1,2', 'marker_size', 1, 'x_labels', '0,,2,,,17,,longer', 'data1', '18,2,1,1,1,2,1,2') called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1251 eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef, 'marker_size', 1, 'x_labels', '0,,2,,,17,,longer', 'data1', '18,2,1,1,1,2,1,2', 'marker_size', 1, 'x_labels', '0,,2,,,17,,longer', 'data1', '18,2,1,1,1,2,1,2') called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 914 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HAS H(0xa5ab0c4)', 'marker_size', 1, 'x_labels', '0,,2,,,17,,longer', 'data1', '18,2,1,1,1,2,1,2') called at /opt/rt3/share/html/autohandler line 215 HTML::Mason::Commands::__ANON__('marker_size', 1, 'x_labels', '0,,2,,,17,,longer', 'data1', '18,2,1,1,1,2,1,2') called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa8 06f34)', 'marker_size', 1, 'x_labels', '0,,2,,,17,,longer', 'data1', '18,2,1,1,1,2,1,2') called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1246 eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef, undef, 'marker_size', 1, 'x_labels', '0,,2,,,17,,longer', 'data1', '18,2,1,1,1,2,1,2') called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 459 eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 459 eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 411 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa 5ab0c4)') called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheH andler=HASH(0xa5ab0c4)') called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line 826 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=H ASH(0x9da9c20)', 'Apache2::RequestRec=SCALAR(0xa86e6d0)') called at /opt/rt3/bin/webmux.pl line 137 eval {...} at /opt/rt3/bin/webmux.pl line 137 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xa86e6d0)') called at -e line 0 eval {...} at -e line 0 From serge.bianda at appian.com Mon Jun 26 14:50:17 2006 From: serge.bianda at appian.com (Serge Bianda) Date: Mon, 26 Jun 2006 14:50:17 -0400 Subject: [rt-users] Missing Options to choose on the Ticket Message-ID: >From this screen, you will notice that I'm missing something on the upper top right hand side menu, right above Dates...: (Reply|Resolve|Comment) How do I make them appear? I installed RT for the second time on the same machine and the first time everything was fine, but not this time. Please assist -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 28122 bytes Desc: image001.jpg URL: From pkime at Shopzilla.com Mon Jun 26 15:09:54 2006 From: pkime at Shopzilla.com (Philip Kime) Date: Mon, 26 Jun 2006 12:09:54 -0700 Subject: [rt-users] What's the *Maximum* password length in RT? Message-ID: <58B1112F0EEB7349AE14A0AA46F9CEC00137AC53@szexchange.Shopzilla.inc> Strange question I know but the SOX people are asking - they've asked for the minimum length (which is configurable). Now they want to know the maximum (!). Anybody have an idea? PK -- Philip Kime NOPS Systems Architect 310 401 0407 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jcolson at voidgate.org Mon Jun 26 15:17:06 2006 From: jcolson at voidgate.org (Joshua Colson) Date: Mon, 26 Jun 2006 12:17:06 -0700 Subject: [rt-users] What's the *Maximum* password length in RT? In-Reply-To: <58B1112F0EEB7349AE14A0AA46F9CEC00137AC53@szexchange.Shopzilla.inc> References: <58B1112F0EEB7349AE14A0AA46F9CEC00137AC53@szexchange.Shopzilla.inc> Message-ID: <1151349426.7090.13.camel@s60r.ination.com> On Mon, 2006-06-26 at 12:09 -0700, Philip Kime wrote: > Strange question I know but the SOX people are asking - they've asked > for the minimum length (which is configurable). Now they want to know > the maximum (!). Anybody have an idea? By default it is 40 characters. -- Joshua Colson From jesse at bestpractical.com Mon Jun 26 15:20:22 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 26 Jun 2006 15:20:22 -0400 Subject: [rt-users] What's the *Maximum* password length in RT? In-Reply-To: <58B1112F0EEB7349AE14A0AA46F9CEC00137AC53@szexchange.Shopzilla.inc> References: <58B1112F0EEB7349AE14A0AA46F9CEC00137AC53@szexchange.Shopzilla.inc> Message-ID: <20060626192022.GG27199@bestpractical.com> On Mon, Jun 26, 2006 at 12:09:54PM -0700, Philip Kime wrote: > Strange question I know but the SOX people are asking - they've asked > for the minimum length (which is configurable). Now they want to know > the maximum (!). Anybody have an idea? We save it as an MD5 hash. so, really, "as much as you can shove in a perl scalar" > > PK > > -- > Philip Kime > NOPS Systems Architect > 310 401 0407 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html -- From ESchultz at corp.untd.com Mon Jun 26 15:19:39 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Mon, 26 Jun 2006 12:19:39 -0700 Subject: [rt-users] What's the *Maximum* password length in RT? Message-ID: <5613F89D78D2F545A40423EBA5535C30103C2DF1@LAXEVS01.lax.corp.int.untd.com> It's the max length of the field in the database :-) This is by default 40, as Joshua mentioned. | Password | varchar(40) | YES | | NULL | | 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 Joshua Colson Sent: Monday, June 26, 2006 12:17 PM To: Philip Kime Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] What's the *Maximum* password length in RT? On Mon, 2006-06-26 at 12:09 -0700, Philip Kime wrote: > Strange question I know but the SOX people are asking - they've asked > for the minimum length (which is configurable). Now they want to know > the maximum (!). Anybody have an idea? By default it is 40 characters. -- Joshua Colson From todd at chaka.net Mon Jun 26 15:32:25 2006 From: todd at chaka.net (Todd Chapman) Date: Mon, 26 Jun 2006 15:32:25 -0400 Subject: [rt-users] What's the *Maximum* password length in RT? In-Reply-To: <5613F89D78D2F545A40423EBA5535C30103C2DF1@LAXEVS01.lax.corp.int.untd.com> References: <5613F89D78D2F545A40423EBA5535C30103C2DF1@LAXEVS01.lax.corp.int.untd.com> Message-ID: <20060626193225.GA30623@chaka.net> On Mon, Jun 26, 2006 at 12:19:39PM -0700, Schultz, Eric wrote: > It's the max length of the field in the database :-) This is by default > 40, as Joshua mentioned. > No. 40 is the length of the MD5 hash. The password can basically be as long as you want. Just because the hashed password is 40 characters loing doesn't mean you only get 40 characters of security. From ESchultz at corp.untd.com Mon Jun 26 15:58:53 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Mon, 26 Jun 2006 12:58:53 -0700 Subject: [rt-users] What's the *Maximum* password length in RT? Message-ID: <5613F89D78D2F545A40423EBA5535C30103C2E70@LAXEVS01.lax.corp.int.untd.com> Right, I jumped the gun :-) -----Original Message----- From: Todd Chapman [mailto:todd at chaka.net] Sent: Monday, June 26, 2006 12:32 PM To: Schultz, Eric Cc: Joshua Colson; Philip Kime; rt-users at lists.bestpractical.com Subject: Re: [rt-users] What's the *Maximum* password length in RT? On Mon, Jun 26, 2006 at 12:19:39PM -0700, Schultz, Eric wrote: > It's the max length of the field in the database :-) This is by default > 40, as Joshua mentioned. > No. 40 is the length of the MD5 hash. The password can basically be as long as you want. Just because the hashed password is 40 characters loing doesn't mean you only get 40 characters of security. From blkline at attglobal.net Mon Jun 26 16:07:43 2006 From: blkline at attglobal.net (Barry L. Kline) Date: Mon, 26 Jun 2006 16:07:43 -0400 Subject: [rt-users] Wiki spam criteria -- how do I fix items marked as spam that aren'? Message-ID: <44A03E8F.7060505@attglobal.net> There are multiple links in the Wiki that are displayed as: spam://url.to-legit-site-here.com that I don't believe are spam. The URL, when corrected, seems to be legitimate. I've been rolling back defiled pages when I come across them, but I've yet figured out a way to get the "spam" tag removed from the page. An example is on the contributions page, under "extensions". Look at: statdump/statcrond No matter how I enter the link the thing is still gets labeled as "Spam" upon display. What's the trick to this? Barry From vivek at khera.org Mon Jun 26 16:11:42 2006 From: vivek at khera.org (Vivek Khera) Date: Mon, 26 Jun 2006 16:11:42 -0400 Subject: [rt-users] help with 3.6.0 upgrade from 3.4.4 In-Reply-To: <44997E6D.8000807@genome.chop.edu> References: <44995ACE.6010808@genome.chop.edu> <20060621155606.GK30623@chaka.net> <44997E6D.8000807@genome.chop.edu> Message-ID: <2B30E24B-02C3-4FC7-A247-F67E7BFDB030@khera.org> On Jun 21, 2006, at 1:14 PM, Kevin Murphy wrote: > Todd Chapman wrote: >> On Wed, Jun 21, 2006 at 10:42:22AM -0400, Kevin Murphy wrote: >> >>> When I run: >>> >>> /usr/local/rt3/sbin/rt-setup-database --dba postgres --prompt-for- >>> dba-password --action schema --datadir etc/upgrade/3.5.1 >>> >>> I get: >>> >>> Creating database schema. >>> Couldn't find schema file for Pg >>> >>> Wot op? >>> >> >> Just ignore that. It just means there was no schema upgrade. >> You will get a similar message for acl upgrade. >> >> >> > OK. It returns with a nonzero exit status, though, which is why I > asked. Which makes automatic package updates painful... bad form to ignore errors from update scripts. I shall make a plea that this be a non-fatal error and exit 0 in such case. From serge.bianda at appian.com Mon Jun 26 17:05:24 2006 From: serge.bianda at appian.com (Serge Bianda) Date: Mon, 26 Jun 2006 17:05:24 -0400 Subject: [rt-users] Apache Error Log Message-ID: I get this message on my apache error_log, what is that supposed to mean? [Mon Jun 26 21:02:55 2006] [crit]: RT thinks this message may be a bounce (/opt/rt3/lib/RT/Interface/Email.pm:708) [Mon Jun 26 21:03:04 2006] [crit]: RT Recieved mail (<200606262102.k5QL2fN6008686 at ticketserver>) from itself. (/opt/rt3/lib/RT/Interface/Email.pm:704) From serge.bianda at appian.com Mon Jun 26 17:55:07 2006 From: serge.bianda at appian.com (Serge Bianda) Date: Mon, 26 Jun 2006 17:55:07 -0400 Subject: [rt-users] Unable to view headers of ticket [Open|Reply|Resolve|Comment] Message-ID: When I click on "Take" to have ownership of a ticket, the options to either "Open| reply|resolve|Comment" are not available at all, the screen does not give you any option on the top right hand side. Any reason why they are not appearing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From purp at acm.org Mon Jun 26 17:56:23 2006 From: purp at acm.org (Jim Meyer) Date: Mon, 26 Jun 2006 14:56:23 -0700 Subject: [rt-users] Wiki spam criteria -- how do I fix items marked as spam that aren'? In-Reply-To: <44A03E8F.7060505@attglobal.net> References: <44A03E8F.7060505@attglobal.net> Message-ID: Hello! On 6/26/06, Barry L. Kline wrote: > There are multiple links in the Wiki that are displayed as: > > spam://url.to-legit-site-here.com > > that I don't believe are spam. The URL, when corrected, seems to be > legitimate. I've been rolling back defiled pages when I come across > them, but I've yet figured out a way to get the "spam" tag removed from > the page. An example is on the contributions page, under "extensions". > > Look at: statdump/statcrond > > No matter how I enter the link the thing is still gets labeled as "Spam" > upon display. What's the trick to this? The way it works is that the wiki has a whitelist of URLs; if your URL isn't on the whitelist, it'll show up as spam://... no matter how hard you try. Only the wiki admins can alter the whitelist. Best method might be to send a notes to this mailing list with a subject like: [WIKI ADMIN] Please whitelist http://... ... and see if it catches the eye of an admin. =] Meanwhile, I added the URLs from the Extensions and Contributions pages to the whitelist. Cheers! --j -- Jim Meyer, Geek at Large purp at acm.org From serge.bianda at appian.com Mon Jun 26 19:16:02 2006 From: serge.bianda at appian.com (Serge Bianda) Date: Mon, 26 Jun 2006 19:16:02 -0400 Subject: [rt-users] Unable to view headers of ticket[Open|Reply|Resolve|Comment] Message-ID: It was a browser issue. The problem did not occur under IE only Firefox. Not sure why. ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Serge Bianda Sent: Monday, June 26, 2006 5:55 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Unable to view headers of ticket[Open|Reply|Resolve|Comment] When I click on "Take" to have ownership of a ticket, the options to either "Open| reply|resolve|Comment" are not available at all, the screen does not give you any option on the top right hand side. Any reason why they are not appearing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From wchever at terracottatech.com Mon Jun 26 20:58:40 2006 From: wchever at terracottatech.com (Bill Chever) Date: Mon, 26 Jun 2006 17:58:40 -0700 Subject: [rt-users] RE: RT email bounce In-Reply-To: <20060626215656.2C92A4D81AD@diesel.bestpractical.com> Message-ID: <002301c69984$d8805660$7300fe0a@wchevepc> Serge, ***** [Mon Jun 26 21:02:55 2006] [crit]: RT thinks this message may be a bounce (/opt/rt3/lib/RT/Interface/Email.pm:708) [Mon Jun 26 21:03:04 2006] [crit]: RT Recieved mail (<200606262102.k5QL2fN6008686 at ticketserver>) from itself. (/opt/rt3/lib/RT/Interface/Email.pm:704) ***** I got this when I first started testing. RT is setup as "support at mydomain.com" and I was testing with a user who I created with "support at mydomain.com" as the email address. For every ticket I created the autoreply message would create this message. Duh. I realized it because I also got this same text in an email to root on my server before I saw the log file. Bill From taan at cryologic.com Tue Jun 27 00:31:16 2006 From: taan at cryologic.com (taan) Date: Tue, 27 Jun 2006 14:31:16 +1000 Subject: [rt-users] Owner assignment Message-ID: <44A0B494.1050503@cryologic.com> Is it possible, using the current ACLs in 3.6.0, for a user to be able to assign the owner of a ticket but not modify the ticket in any other way? I would like a user to assign the owner of a ticket but not be able to resolve it. thanks for any help Taan From wash at wananchi.com Tue Jun 27 01:06:36 2006 From: wash at wananchi.com (Odhiambo Washington) Date: Tue, 27 Jun 2006 08:06:36 +0300 Subject: [rt-users] rt-3.4.5 -> rt-3.6.0 In-Reply-To: <1623381038.20060625112726@gmail.com> References: <20060625071937.GA49330@ns2.wananchi.com> <1623381038.20060625112726@gmail.com> Message-ID: <20060627050636.GA96318@ns2.wananchi.com> * On 25/06/06 11:27 +0300, Alexandr Ciornii wrote: | Hello, Odhiambo. | | You wrote: | | > Having read the notes that came with rt-3.6.0, I realized that there | > were no changes to the schema and the acls from 3.4.5 so I decided | > I could test out rt-3.6.0 | There are no changes in DB schema, new content only. | Code you quoted looks for this content. Look at etc/upgrade/3.5.1/content. | File 'UPGRADING' does not have information about this. | | run | sbin/rt-setup-database --action insert --datadir etc/upgrade/3.5.1 Hello Alexandr, That did solve my problem. I hope Jesse notices this thread and includes that important bit in the UPGRADING document, which I read over and over after I hit this snag. I was initially ashamed of posting to the list, but well, I am happy it was Jesse's mistake ;) cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington . WANANCHI ONLINE LTD (Nairobi, KE) | wash () WANANCHI ! com . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | GSM: (+254) 733 744 121 . (+254) 020 313 985 - 9 | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post From wash at wananchi.com Tue Jun 27 01:20:29 2006 From: wash at wananchi.com (Odhiambo Washington) Date: Tue, 27 Jun 2006 08:20:29 +0300 Subject: [rt-users] rt-3.4.5 -> rt-3.6.0 In-Reply-To: References: <20060625071937.GA49330@ns2.wananchi.com> Message-ID: <20060627052029.GB96318@ns2.wananchi.com> * On 25/06/06 15:08 -0700, Jim Meyer wrote: | Odhiambo! | | It's good to see you around here again. Just ran across some of our | old postings circa 2002 and was thinking kind thoughts in your | direction. So I do deserve a beer? ;) | I think I know exactly what the issue you're facing is. And maybe even | how to solve it. It seems you have been actively snooping on the list then. I have been involved in other things that reduced my ability to pop around as get appraised on what is going on. | On 6/25/06, Odhiambo Washington wrote: | >Having read the notes that came with rt-3.6.0, I realized that there | >were no changes to the schema and the acls from 3.4.5 so I decided | >I could test out rt-3.6.0 | > | >I simply made a clean installation of 3.6.0 on a test box and pointed | >it to my existing MySQL database being used by rt-3.4.5. I can login, | >but immediately the error below pops up, and I simply cannot proceed: | > | > | >error: Can't call method "Content" on an undefined value at | >/opt/rt3/share/html/Elements/MyRT line 76. | >context: | >... | >72: | >73: unless (exists $session{'my_rt_portlets'}) { | >74: my ($d_portlets) = | >RT::System->new($session{'CurrentUser'})->Attributes->Named('HomepageSettings'); | >75: my $user = $session{'CurrentUser'}->UserObj; | >76: $session{'my_rt_portlets'} = | >$user->Preferences('HomepageSettings', $d_portlets->Content); | >77: } | >78: | >79: my $portlets = $session{'my_rt_portlets'}; | >80: | >... | >code stack: /opt/rt3/share/html/Elements/MyRT:76 | >/opt/rt3/share/html/index.html:79 | >/opt/rt3/share/html/autohandler:279 | > | > | >Is this a result of something stupid I have put in RT_SiteConfig.pm | >or what could be the cause? | | What's happening is that RT is looking for the default homepage | settings Attribute in order to display it. You're using a database | which hasn't had the extra attributes added, so it barfs. | | I think you could fix this by loading the new Attributes, which are | some system-user owned saved searches (aka "portlets") and the default | home page settings. You'd need to cull those bits from the rest of the | default data loaded with a fresh 3.6.0 install, but I don't think | they'd get in the way of your 3.4.x install. I got it working. I believe that if I did "make upgrade", then perhaps I couldn't have had this problem, but I took a different path, as already explained, and so it happened. I must have misled myself, too, by believing there was nothing that changed in the database, so those bits run after "make upgrade" were not necessary. As Alexandr pointed out, I just needed to run the following: cd rt-3.6.0/ perl sbin/rt-setup-database --action insert --datadir etc/upgrade/3.5.1 I am not sure if I need to blame the method I used, or the document named "UPGRADING" ;-) cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington . WANANCHI ONLINE LTD (Nairobi, KE) | wash () WANANCHI ! com . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | GSM: (+254) 733 744 121 . (+254) 020 313 985 - 9 | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post From wash at wananchi.com Tue Jun 27 01:26:00 2006 From: wash at wananchi.com (Odhiambo Washington) Date: Tue, 27 Jun 2006 08:26:00 +0300 Subject: [rt-users] RE: RT email bounce In-Reply-To: <002301c69984$d8805660$7300fe0a@wchevepc> References: <20060626215656.2C92A4D81AD@diesel.bestpractical.com> <002301c69984$d8805660$7300fe0a@wchevepc> Message-ID: <20060627052600.GC96318@ns2.wananchi.com> * On 26/06/06 17:58 -0700, Bill Chever wrote: | Serge, | ***** | [Mon Jun 26 21:02:55 2006] [crit]: RT thinks this message may be a | bounce (/opt/rt3/lib/RT/Interface/Email.pm:708) | [Mon Jun 26 21:03:04 2006] [crit]: RT Recieved mail | (<200606262102.k5QL2fN6008686 at ticketserver>) from itself. | (/opt/rt3/lib/RT/Interface/Email.pm:704) | ***** | I got this when I first started testing. RT is setup as | "support at mydomain.com" and I was testing with a user who I created with | "support at mydomain.com" as the email address. For every ticket I created the | autoreply message would create this message. Duh. I realized it because I | also got this same text in an email to root on my server before I saw the | log file. in your RT_Siteconfig.pm, you have: Set($CorrespondAddress , 'support at mydomain.com'); The address, support at mydomain.com, should not be assigned to anyone else, or any other system! For testing purposes, just use wchever at terracottatech.com... there is no harm in doing that. What I normally do is to install and configure RT as much as I want, then create a dump of the database (mysqldump --opt rt3 > rt3.sql). I then do as much testing as I want. Once satisfied that things are working like, I then drop the db and restore from the dump. cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington . WANANCHI ONLINE LTD (Nairobi, KE) | wash () WANANCHI ! com . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | GSM: (+254) 733 744 121 . (+254) 020 313 985 - 9 | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post From scoutts at bcs.org.uk Tue Jun 27 05:11:07 2006 From: scoutts at bcs.org.uk (Steven Coutts) Date: Tue, 27 Jun 2006 10:11:07 +0100 Subject: [rt-users] Persistent Sessions In-Reply-To: <448D8C44.1000201@lsd.za.com> References: <448D8C44.1000201@lsd.za.com> Message-ID: <200606271011.07343.scoutts@bcs.org.uk> On Monday 12 June 2006 16:46, Stefan Lesicnik wrote: > Hi Guys, > > I hope someone can help me. I have two computers both running Gentoo > Linux, PHP 5.1.2 / 5.1.4, perl 5.8.8, perl fcgi 0.67 and RT 3.4.5. > > The one machine is using perl, the other using fastcgi. I am > experiencing pretty much the same problem on both machines. I log into > the system fine, and when I click on a menu option, i get returned to > the login page. I have tried this both from Mozilla Firefox and IE. > > The machine running fastcgi seems a lot better, and I only get returned > to login when i click on the general queue and select a ticket in the > queue. The other machine running perl returns me to the login page if i > click anything. > > Below is the output of the access log. No errors are logged anywhere > else in the apache log files. > > > 196.2.124.251 - - [12/Jun/2006:15:50:15 +0200] "POST / HTTP/1.1" 200 9486 > 196.2.124.251 - - [12/Jun/2006:15:50:17 +0200] "GET /NoAuth/webrt.css > HTTP/1.1" 200 12658 > 196.2.124.251 - - [12/Jun/2006:15:50:19 +0200] "GET /NoAuth/printrt.css > HTTP/1.1" 200 696 > 196.2.124.251 - - [12/Jun/2006:15:50:27 +0200] "GET /Search/Build.html > HTTP/1.1" 200 2875 > 196.2.124.251 - - [12/Jun/2006:15:50:27 +0200] "GET /NoAuth/webrt.css > HTTP/1.1" 200 12658 > 196.2.124.251 - - [12/Jun/2006:15:50:28 +0200] "GET /NoAuth/printrt.css > HTTP/1.1" 200 696 > > Anyone got any ideas. I used to run 3.4.4 and it worked. I have > reinstalled the OS, so i am not sure going back to 3.4.4 would really > work, but if necessary, i could try it. > > tia > > Stefan > Exactly the same problem here, I did start getting 'Out of memory' errors with 3.4.5 but have upgraded to 3.6.0 today. I now get the exact symptoms you are describing here. PHP 5.1.4, Perl 5.8.8, FCGI 2.4.0, RT 3.6.0 It works fine unless I do a ticket search or click on the general queue, I then have to log in everytime I click on anything. Regards -- Steven Coutts B.Sc.(Hons) MBCS scoutts at bcs.org.uk PGP Public Key From btmanmeh at verizon.net Tue Jun 27 07:27:35 2006 From: btmanmeh at verizon.net (Max H.) Date: Tue, 27 Jun 2006 07:27:35 -0400 Subject: [rt-users] rt-3.4.5 -> rt-3.6.0 In-Reply-To: <20060627052029.GB96318@ns2.wananchi.com> References: <20060625071937.GA49330@ns2.wananchi.com> <20060627052029.GB96318@ns2.wananchi.com> Message-ID: <44A11627.4050704@verizon.net> Odhiambo Washington wrote: > I got it working. I believe that if I did "make upgrade", then perhaps I > couldn't have had this problem, but I took a different path, as already > explained, and so it happened. I must have misled myself, too, by > believing there was nothing that changed in the database, so those > bits run after "make upgrade" were not necessary. > > As Alexandr pointed out, I just needed to run the following: > > cd rt-3.6.0/ > perl sbin/rt-setup-database --action insert --datadir etc/upgrade/3.5.1 I attempted both a clean installation and an upgrade from 3.4.5. Both left me with the same "content" error as this thread described. I simply ran the above perl script and things are ok. You mentioned about doing a "make upgrade" to not have this happen, and I just wanted to let you know that it's the same result...at least in my instance. Max From ntyni+rt-users at mappi.helsinki.fi Tue Jun 27 08:47:24 2006 From: ntyni+rt-users at mappi.helsinki.fi (Niko Tyni) Date: Tue, 27 Jun 2006 15:47:24 +0300 Subject: [rt-users] RT 3.4.5: UTF-8 problems in the web interface Message-ID: <20060627124724.GA18361@punk.it.helsinki.fi> Hi rt-users, I'm trying to get non-ASCII (mostly latin1) characters to work with RT 3.4.5, and I have problems with UTF-8 encoding in the web interface. It looks like the characters come out in ISO-8859-1 encoding, while the HTTP headers call it UTF-8. I'm using PostgreSQL as the database, and its encoding is set to 'UNICODE' (or 'UTF8', as it's called in postgresql 8.1) by rt-setup-database. When I look at the database contents with the 'psql' command-line tool, they look UTF8-encoded, as expected. However, in the web interface the non-ASCII characters don't show properly. A dump with 'curl' shows that while the HTTP headers claim that the encoding is utf-8, the characters are actually in ISO-8859-1. This is RT 3.4.5, perl 5.8.8 and PostgreSQL 8.1.4, on Debian. I can also reproduce it with MySQL 5.0.22 and PostgreSQL 7.4.7, and with perl 5.8.4. The encoding settings are untouched defaults; from RT_Config.pm: @LexiconLanguages = qw(*) unless (@LexiconLanguages); @EmailInputEncodings = qw(utf-8 iso-8859-1 us-ascii) unless (@EmailInputEncodings); Set($EmailOutputEncoding , 'utf-8'); The non-ascii characters get into the database from iso-8859-1-encoded emails. They are correctly utf-8-encoded in outgoing emails, like in an AutoReply at creation time. Only the web interface seems to work incorrectly. After much fiddling, I found that this patch modifying RT::Interface::Web::EscapeUTF8() fixes the behaviour completely for me: --- lib/RT/Interface/Web.pm 2006/06/27 10:55:43 1.1 +++ lib/RT/Interface/Web.pm 2006/06/27 10:55:52 @@ -88,7 +88,7 @@ $val =~ s/"/"/g; $val =~ s/'/'/g; $$ref = $val; - Encode::_utf8_on($$ref); + Encode::_utf8_off($$ref); } This doesn't feel like the right solution, however, as there's probably a reason for the _utf8_on() call. Or is there? It looks like the charset info in the HTTP headers comes from 'html/autohandler', so Apache configuration is out of this, as far as I understand. Indeed, using anything as 'AddDefaultCharset' in the Apache config doesn't seem to have any effect. Can anybody tell me what I'm doing wrong, please? I haven't found anything in the wiki or the mailing list archives, which is a bit surprising because I'd expect this to hit other people too. Thanks, -- Niko Tyni ntyni at iki.fi From paul at boldra.com Tue Jun 27 08:53:49 2006 From: paul at boldra.com (Boldra) Date: Tue, 27 Jun 2006 14:53:49 +0200 Subject: [rt-users] adding new rights to $RIGHTS Message-ID: <44A12A5D.6030504@boldra.com> Hi, I'm trying to add new rights in rt 3.5.6 and hitting a problem; Although the new right appears in the UI, when I try to assign it, I get "System error. Right not granted". I modified ACE.pm to see what the error from SUPER::Create was and got this from Record.pm: 'Object could not be created' - still not much use. I tried to go a step further up, but I quit when I saw that the error in Record::Create seems to be caused by an error in DBIx::SearchBuilder::Record->Create . I've seen that other people have had this problem and I'd love to know if they got any further. Since it traces all the way up to the DB routines, I was wondering if it was connected with me using SQLite? Apparently the method in the essentials book is working for some people; are they using SQLite? Paul Boldra GreenCircle From barnesaw at ucrwcu.rwc.uc.edu Tue Jun 27 08:55:01 2006 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 27 Jun 2006 08:55:01 -0400 Subject: [rt-users] rt-3.4.5 -> rt-3.6.0 In-Reply-To: <44A11627.4050704@verizon.net> References: <20060625071937.GA49330@ns2.wananchi.com> <20060627052029.GB96318@ns2.wananchi.com> <44A11627.4050704@verizon.net> Message-ID: <44A12AA5.3090208@ucrwcu.rwc.uc.edu> I am pretty sure that it tells you to do this in the output of make upgrade. Yes indeedy. Just checked and at the end of make upgrade I see: Congratulations. RT has been upgraded. You should now check-over /usr/local/rt3/etc/RT_Config.pm for any necessary site customization. Additionally, you should update RT's system database objects by running ls etc/upgrade For each item in that directory whose name is greater than your previously installed RT version, run: /usr/local/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action schema --datadir etc/upgrade/ /usr/local/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action acl --datadir etc/upgrade/ /usr/local/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action insert --datadir etc/upgrade/ Max H. wrote: > Odhiambo Washington wrote: >> I got it working. I believe that if I did "make upgrade", then perhaps I >> couldn't have had this problem, but I took a different path, as already >> explained, and so it happened. I must have misled myself, too, by >> believing there was nothing that changed in the database, so those >> bits run after "make upgrade" were not necessary. >> >> As Alexandr pointed out, I just needed to run the following: >> >> cd rt-3.6.0/ >> perl sbin/rt-setup-database --action insert --datadir etc/upgrade/3.5.1 > > > I attempted both a clean installation and an upgrade from 3.4.5. Both > left me with the same "content" error as this thread described. I > simply ran the above perl script and things are ok. > > You mentioned about doing a "make upgrade" to not have this happen, > and I just wanted to let you know that it's the same result...at least > in my instance. > > Max > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 serge.bianda at appian.com Tue Jun 27 08:53:25 2006 From: serge.bianda at appian.com (Serge Bianda) Date: Tue, 27 Jun 2006 08:53:25 -0400 Subject: [rt-users] Customizing the Footer in the Login Page Message-ID: I would like to customize the footer on the login page to add more information, but I do not seem to find the file responsible for it. This is the content of the footer: ?|? RT 3.4.5 Copyright 1996-2005 Best Practical Solutions, LLC. Distributed under version 2 of the GNU GPL. To inquire about support, training, custom development or licensing, please contact sales at bestpractical.com. Time to display: 0.625896 From btmanmeh at verizon.net Tue Jun 27 09:12:19 2006 From: btmanmeh at verizon.net (Max H.) Date: Tue, 27 Jun 2006 09:12:19 -0400 Subject: [rt-users] rt-3.4.5 -> rt-3.6.0 In-Reply-To: <44A12AA5.3090208@ucrwcu.rwc.uc.edu> References: <20060625071937.GA49330@ns2.wananchi.com> <20060627052029.GB96318@ns2.wananchi.com> <44A11627.4050704@verizon.net> <44A12AA5.3090208@ucrwcu.rwc.uc.edu> Message-ID: <44A12EB3.5000006@verizon.net> Drew Barnes wrote: > I am pretty sure that it tells you to do this in the output of make > upgrade. > You are correct. I skipped over this because: I was a bit confused because I checked in the directory containing the upgrade items. In rt-3.6.0/etc there is: 3.1.0/ 3.1.15/ 3.1.17/ 3.3.0/ 3.3.11/ 3.5.1/ I didn't see a 3.4.x, so I assumed I didn't have to run anything else after a make upgrade. The reason I say this is because anytime I upgraded from version 3.4.2 -> 3.4.5, I didn't have to run anything else after a make upgrade. Perhaps just assumption on my part and missing small details. Regardless, it works fine. Thanks! :) Max From jfenner at vitamix.com Tue Jun 27 09:14:12 2006 From: jfenner at vitamix.com (Jason Fenner) Date: Tue, 27 Jun 2006 09:14:12 -0400 Subject: [rt-users] Unable to Initiate database installation for RTFM-2.2.0RC2 In-Reply-To: References: Message-ID: <44A12F24.8000202@vitamix.com> Double check your DB user's permissions within the database. You may also have to pass the DB credentials on the command line. Serge Bianda wrote: > I compiled and installed RTFM with no problem, but when I try to run the > command "make initdb" I get the following message: > > /usr/bin/perl -Ilib -I/opt/rt3/lib /opt/rt3/sbin/rt-setup-database > --action schema --datadir etc --datafile etc/initialdata --dba rt_user > DBI connect('dbname=rt3;host=localhost','rt_user',...) failed: Access > denied for user 'rt_user'@'localhost' (using password: NO) at > /opt/rt3/sbin/rt-setup-database line 170 Failed to connect to > dbi:mysql:;host=localhost as rt_user: Access denied for user > 'rt_user'@'localhost' (using password: NO) at > /opt/rt3/sbin/rt-setup-database line 170. > ...returned with error: 65280 > make: *** [initdb] Error 255 > > > Please note that I have the correct password set in the RT_Config.pm > file for the rt_user and when I initiated the database upon RT > installation, there was no problem. It's just that I can do it for RTFM. > > Thanks > > Serge > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > > From jfenner at vitamix.com Tue Jun 27 09:15:13 2006 From: jfenner at vitamix.com (Jason Fenner) Date: Tue, 27 Jun 2006 09:15:13 -0400 Subject: [rt-users] Graph for RTx-Statistics-1.0.8 not showing In-Reply-To: References: Message-ID: <44A12F61.7050509@vitamix.com> I would double check that GD::Graph is installed and operational. Serge Bianda wrote: > My RT 3.4.5 was installed correctly and I also have GD and all the perl > modules installed (GD::Graph, Apache::GD::options, ...), but I don't > seem to see the graph when I go to "Resolve Time Graph" under > "RTx-Statistics". All I can see if an icon of a picture that did not > load. If I right click on it and select "view image" from my browser, I > get this message: > > System error > error: Can't locate object method "new" via package > "GD::Graph::points" at > /opt/rt3/share/html/RTx/Statistics/TimeToResolve/Elements/Chart line 9. > context: > ... > 5: <%INIT> > 6: use GD::Graph::points; > 7: > 8: my @data; > 9: my $graph = GD::Graph::points->new(400,300); > 10: $graph->set(export_format => "png", > 11: marker_size => $ARGS{marker_size}, > 12: x_label => 'Average time to resolve (Days)', > 13: y_label => 'Number of tickets resolved' ); > ... > code stack: > /opt/rt3/share/html/RTx/Statistics/TimeToResolve/Elements/Chart:9 > /opt/rt3/share/html/autohandler:215 > Raw error > > And when I look at the raw error link, I get this output: > Can't locate object method "new" via package "GD::Graph::points" at > /opt/rt3/share/html/RTx/Statistics/TimeToResolve/Elements/Chart line 9. > > > Trace begun at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Exceptions.pm > line 129 > HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method > "new" via package "GD::Graph::points" at > /opt/rt3/share/html/RTx/Statistics/TimeToResolve/Elements/Chart line > 9.^J') called at > /opt/rt3/share/html/RTx/Statistics/TimeToResolve/Elements/Chart line 9 > HTML::Mason::Commands::__ANON__('marker_size', 1, 'x_labels', > '0,,2,,,17,,longer', 'data1', '18,2,1,1,1,2,1,2', 'marker_size', 1, > 'x_labels', '0,,2,,,17,,longer', 'data1', '18,2,1,1,1,2,1,2') called at > /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa8 > bec48)', 'marker_size', 1, 'x_labels', '0,,2,,,17,,longer', 'data1', > '18,2,1,1,1,2,1,2', 'marker_size', 1, 'x_labels', '0,,2,,,17,,longer', > 'data1', '18,2,1,1,1,2,1,2') called at > /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1251 > eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line > 1245 > HTML::Mason::Request::comp(undef, undef, 'marker_size', 1, 'x_labels', > '0,,2,,,17,,longer', 'data1', '18,2,1,1,1,2,1,2', 'marker_size', 1, > 'x_labels', '0,,2,,,17,,longer', 'data1', '18,2,1,1,1,2,1,2') called at > /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 914 > HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HAS > H(0xa5ab0c4)', 'marker_size', 1, 'x_labels', '0,,2,,,17,,longer', > 'data1', '18,2,1,1,1,2,1,2') called at /opt/rt3/share/html/autohandler > line 215 > HTML::Mason::Commands::__ANON__('marker_size', 1, 'x_labels', > '0,,2,,,17,,longer', 'data1', '18,2,1,1,1,2,1,2') called at > /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa8 > 06f34)', 'marker_size', 1, 'x_labels', '0,,2,,,17,,longer', 'data1', > '18,2,1,1,1,2,1,2') called at > /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1246 > eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line > 1245 > HTML::Mason::Request::comp(undef, undef, undef, 'marker_size', 1, > 'x_labels', '0,,2,,,17,,longer', 'data1', '18,2,1,1,1,2,1,2') called at > /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 459 > eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line > 459 > eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line > 411 > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa > 5ab0c4)') called at > /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line 168 > HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheH > andler=HASH(0xa5ab0c4)') called at > /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line 826 > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=H > ASH(0x9da9c20)', 'Apache2::RequestRec=SCALAR(0xa86e6d0)') called at > /opt/rt3/bin/webmux.pl line 137 > eval {...} at /opt/rt3/bin/webmux.pl line 137 > RT::Mason::handler('Apache2::RequestRec=SCALAR(0xa86e6d0)') called at -e > line 0 > eval {...} at -e line 0 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > > From jfenner at vitamix.com Tue Jun 27 09:16:08 2006 From: jfenner at vitamix.com (Jason Fenner) Date: Tue, 27 Jun 2006 09:16:08 -0400 Subject: [rt-users] Missing Options to choose on the Ticket In-Reply-To: References: Message-ID: <44A12F98.2070205@vitamix.com> Make sure that whatever user you are logged in as has permission to Reply,Resolve, Comment. Serge Bianda wrote: > >From this screen, you will notice that I'm missing something on the > upper top right hand side menu, right above Dates...: > (Reply|Resolve|Comment) > > > > > > > > How do I make them appear? I installed RT for the second time on the > same machine and the first time everything was fine, but not this time. > Please assist > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 Tue Jun 27 09:19:23 2006 From: todd at chaka.net (Todd Chapman) Date: Tue, 27 Jun 2006 09:19:23 -0400 Subject: [rt-users] Customizing the Footer in the Login Page In-Reply-To: References: Message-ID: <20060627131923.GC30623@chaka.net> /Elements/Footer On Tue, Jun 27, 2006 at 08:53:25AM -0400, Serge Bianda wrote: > I would like to customize the footer on the login page to add more information, but I do not seem to find the file responsible for it. This is the content of the footer: > > ?|? RT 3.4.5 Copyright 1996-2005 Best Practical Solutions, LLC. > Distributed under version 2 of the GNU GPL. > To inquire about support, training, custom development or licensing, please contact sales at bestpractical.com. > Time to display: 0.625896 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From jfenner at vitamix.com Tue Jun 27 09:18:48 2006 From: jfenner at vitamix.com (Jason Fenner) Date: Tue, 27 Jun 2006 09:18:48 -0400 Subject: [rt-users] Apache Error Log In-Reply-To: References: Message-ID: <44A13038.5050009@vitamix.com> I'm not sure, but it sounds like it may be a mail loop. Serge Bianda wrote: > I get this message on my apache error_log, what is that supposed to > mean? > > [Mon Jun 26 21:02:55 2006] [crit]: RT thinks this message may be a > bounce (/opt/rt3/lib/RT/Interface/Email.pm:708) > [Mon Jun 26 21:03:04 2006] [crit]: RT Recieved mail > (<200606262102.k5QL2fN6008686 at ticketserver>) from itself. > (/opt/rt3/lib/RT/Interface/Email.pm:704) > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 barnesaw at ucrwcu.rwc.uc.edu Tue Jun 27 09:22:50 2006 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 27 Jun 2006 09:22:50 -0400 Subject: [rt-users] Graph for RTx-Statistics-1.0.8 not showing In-Reply-To: <44A12F61.7050509@vitamix.com> References: <44A12F61.7050509@vitamix.com> Message-ID: <44A1312A.1010205@ucrwcu.rwc.uc.edu> I ran across this a while back. GD::Graph would install even without the gd libraries installed. I had to install libgd and libgd-devel, along with libpng-devel (I think). That was a while ago. Jason Fenner wrote: > I would double check that GD::Graph is installed and operational. > > Serge Bianda wrote: >> My RT 3.4.5 was installed correctly and I also have GD and all the perl >> modules installed (GD::Graph, Apache::GD::options, ...), but I don't >> seem to see the graph when I go to "Resolve Time Graph" under >> "RTx-Statistics". All I can see if an icon of a picture that did not >> load. If I right click on it and select "view image" from my browser, I >> get this message: >> >> System error >> error: Can't locate object method "new" via package >> "GD::Graph::points" at >> /opt/rt3/share/html/RTx/Statistics/TimeToResolve/Elements/Chart line 9. >> context: >> ... >> 5: <%INIT> >> 6: use GD::Graph::points; >> 7: >> 8: my @data; >> 9: my $graph = GD::Graph::points->new(400,300); >> 10: $graph->set(export_format => "png", >> 11: marker_size => $ARGS{marker_size}, >> 12: x_label => 'Average time to resolve (Days)', >> 13: y_label => 'Number of tickets resolved' ); >> ... >> code stack: >> /opt/rt3/share/html/RTx/Statistics/TimeToResolve/Elements/Chart:9 >> /opt/rt3/share/html/autohandler:215 >> Raw error >> >> And when I look at the raw error link, I get this output: >> Can't locate object method "new" via package "GD::Graph::points" at >> /opt/rt3/share/html/RTx/Statistics/TimeToResolve/Elements/Chart line 9. >> >> >> Trace begun at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Exceptions.pm >> line 129 >> HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method >> "new" via package "GD::Graph::points" at >> /opt/rt3/share/html/RTx/Statistics/TimeToResolve/Elements/Chart line >> 9.^J') called at >> /opt/rt3/share/html/RTx/Statistics/TimeToResolve/Elements/Chart line 9 >> HTML::Mason::Commands::__ANON__('marker_size', 1, 'x_labels', >> '0,,2,,,17,,longer', 'data1', '18,2,1,1,1,2,1,2', 'marker_size', 1, >> 'x_labels', '0,,2,,,17,,longer', 'data1', '18,2,1,1,1,2,1,2') called at >> /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 135 >> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa8 >> bec48)', 'marker_size', 1, 'x_labels', '0,,2,,,17,,longer', 'data1', >> '18,2,1,1,1,2,1,2', 'marker_size', 1, 'x_labels', '0,,2,,,17,,longer', >> 'data1', '18,2,1,1,1,2,1,2') called at >> /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1251 >> eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line >> 1245 >> HTML::Mason::Request::comp(undef, undef, 'marker_size', 1, 'x_labels', >> '0,,2,,,17,,longer', 'data1', '18,2,1,1,1,2,1,2', 'marker_size', 1, >> 'x_labels', '0,,2,,,17,,longer', 'data1', '18,2,1,1,1,2,1,2') called at >> /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 914 >> HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HAS >> H(0xa5ab0c4)', 'marker_size', 1, 'x_labels', '0,,2,,,17,,longer', >> 'data1', '18,2,1,1,1,2,1,2') called at /opt/rt3/share/html/autohandler >> line 215 >> HTML::Mason::Commands::__ANON__('marker_size', 1, 'x_labels', >> '0,,2,,,17,,longer', 'data1', '18,2,1,1,1,2,1,2') called at >> /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 135 >> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa8 >> 06f34)', 'marker_size', 1, 'x_labels', '0,,2,,,17,,longer', 'data1', >> '18,2,1,1,1,2,1,2') called at >> /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1246 >> eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line >> 1245 >> HTML::Mason::Request::comp(undef, undef, undef, 'marker_size', 1, >> 'x_labels', '0,,2,,,17,,longer', 'data1', '18,2,1,1,1,2,1,2') called at >> /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 459 >> eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line >> 459 >> eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line >> 411 >> HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa >> 5ab0c4)') called at >> /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line 168 >> HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheH >> andler=HASH(0xa5ab0c4)') called at >> /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line 826 >> HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=H >> ASH(0x9da9c20)', 'Apache2::RequestRec=SCALAR(0xa86e6d0)') called at >> /opt/rt3/bin/webmux.pl line 137 >> eval {...} at /opt/rt3/bin/webmux.pl line 137 >> RT::Mason::handler('Apache2::RequestRec=SCALAR(0xa86e6d0)') called at -e >> line 0 >> eval {...} at -e line 0 >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly 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 -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From serge.bianda at appian.com Tue Jun 27 09:23:29 2006 From: serge.bianda at appian.com (Serge Bianda) Date: Tue, 27 Jun 2006 09:23:29 -0400 Subject: [rt-users] Unable to Initiate database installation for RTFM-2.2.0RC2 Message-ID: the rt_user has all the permissions for the rt3 database, so should not be an issue. What should be typed in to pass the DB credential from the command line 'make initdb'? -----Original Message----- From: Jason Fenner [mailto:jfenner at vitamix.com] Sent: Tue 6/27/2006 9:14 AM To: Serge Bianda Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Unable to Initiate database installation for RTFM-2.2.0RC2 Double check your DB user's permissions within the database. You may also have to pass the DB credentials on the command line. Serge Bianda wrote: > I compiled and installed RTFM with no problem, but when I try to run the > command "make initdb" I get the following message: > > /usr/bin/perl -Ilib -I/opt/rt3/lib /opt/rt3/sbin/rt-setup-database > --action schema --datadir etc --datafile etc/initialdata --dba rt_user > DBI connect('dbname=rt3;host=localhost','rt_user',...) failed: Access > denied for user 'rt_user'@'localhost' (using password: NO) at > /opt/rt3/sbin/rt-setup-database line 170 Failed to connect to > dbi:mysql:;host=localhost as rt_user: Access denied for user > 'rt_user'@'localhost' (using password: NO) at > /opt/rt3/sbin/rt-setup-database line 170. > ...returned with error: 65280 > make: *** [initdb] Error 255 > > > Please note that I have the correct password set in the RT_Config.pm > file for the rt_user and when I initiated the database upon RT > installation, there was no problem. It's just that I can do it for RTFM. > > Thanks > > Serge > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 thep.sykheo at degremont.com Tue Jun 27 09:08:46 2006 From: thep.sykheo at degremont.com (thep.sykheo at degremont.com) Date: Tue, 27 Jun 2006 15:08:46 +0200 Subject: [rt-users] Why an unpriviledge user can see any ticket ? Message-ID: Hi, I am testing RT 3.4.5. When I connect as an unpriviledged user , I can select "Goto ticket" button and see a ticket which is not mine. This is not very secure. How can I prevent this ? Thanks in advance. Thep SYKHEO Direction des Syst?mes d'Information - IT Department t?l : +33 (0) 1 46 25 60 41 - fax : +33 (0) 1 46 25 66 60 thep.sykheo at degremont.com DEGREMONT, Groupe SUEZ Les sp?cialistes du traitement d'eau - Water treatment specialists 183, avenue du 18 juin 1940 - 92508 Rueil-Malmaison Cedex France http://www.degremont.com This message and all attachments are confidential and intended solely for the addressees. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. If you receive this message in error, please delete it and immediately notify the sender. Neither Degremont Group nor any of its subsidiaries or affiliates shall be liable for the message if altered, changed or falsified. From todd at chaka.net Tue Jun 27 10:17:21 2006 From: todd at chaka.net (Todd Chapman) Date: Tue, 27 Jun 2006 10:17:21 -0400 Subject: [rt-users] Why an unpriviledge user can see any ticket ? In-Reply-To: References: Message-ID: <20060627141721.GD30623@chaka.net> The RTx::RightsMatric extension should be able to tell you how the unpriviledged group is getting the ShowTicket right. On Tue, Jun 27, 2006 at 03:08:46PM +0200, thep.sykheo at degremont.com wrote: > > > > > Hi, > > I am testing RT 3.4.5. When I connect as an unpriviledged user , I can > select "Goto ticket" button and see a ticket which is not mine. > This is not very secure. How can I prevent this ? > > Thanks in advance. > > > > Thep SYKHEO Direction des Syst?mes d'Information - IT > Department > > t?l : +33 (0) 1 46 25 60 41 - fax : +33 (0) 1 46 25 66 60 > > thep.sykheo at degremont.com > > > > DEGREMONT, Groupe SUEZ > > Les sp?cialistes du traitement d'eau - Water treatment > specialists > > 183, avenue du 18 juin 1940 - 92508 Rueil-Malmaison Cedex > France > > http://www.degremont.com > > > > > > > > > > > > > > > > This message and all attachments are confidential and intended solely for > the addressees. > > > Any use not in accord with its purpose, any dissemination or disclosure, > either whole or partial, is prohibited except formal approval. > > > If you receive this message in error, please delete it and immediately > notify the sender. > > > Neither Degremont Group nor any of its subsidiaries or affiliates shall be > liable for the message if altered, changed or falsified. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 tsv at ot.ru Tue Jun 27 09:17:28 2006 From: tsv at ot.ru (Sergey Tsvetukhin) Date: Tue, 27 Jun 2006 17:17:28 +0400 Subject: [rt-users] Customizing the Footer in the Login Page In-Reply-To: References: Message-ID: <44A12FE8.5020600@ot.ru> share/html/Elements/Footer ? Serge Bianda wrote: > I would like to customize the footer on the login page to add more information, but I do not seem to find the file responsible for it. This is the content of the footer: > > ?|? RT 3.4.5 Copyright 1996-2005 Best Practical Solutions, LLC. > Distributed under version 2 of the GNU GPL. > To inquire about support, training, custom development or licensing, please contact sales at bestpractical.com. > Time to display: 0.625896 -- Sergey Tsvetukhin e-mail: tsv at ot.ru, http://www.ot.ru/ From thep.sykheo at degremont.com Tue Jun 27 10:35:36 2006 From: thep.sykheo at degremont.com (thep.sykheo at degremont.com) Date: Tue, 27 Jun 2006 16:35:36 +0200 Subject: [rt-users] Why an unpriviledge user can see any ticket ? In-Reply-To: <20060627141721.GD30623@chaka.net> Message-ID: Hi, I found the solution. The right "ShowTicket" must be granted to Requestor Role and not to Unpriviledged group. Regards. Thep SYKHEO Direction des Syst?mes d'Information - IT Department t?l : +33 (0) 1 46 25 60 41 - fax : +33 (0) 1 46 25 66 60 thep.sykheo at degremont.com DEGREMONT, Groupe SUEZ Les sp?cialistes du traitement d'eau - Water treatment specialists 183, avenue du 18 juin 1940 - 92508 Rueil-Malmaison Cedex France http://www.degremont.com Todd Chapman To 27/06/2006 16:17 thep.sykheo at degremont.com cc rt-users at lists.bestpractical.com Subject Re: [rt-users] Why an unpriviledge user can see any ticket ? The RTx::RightsMatric extension should be able to tell you how the unpriviledged group is getting the ShowTicket right. On Tue, Jun 27, 2006 at 03:08:46PM +0200, thep.sykheo at degremont.com wrote: > > > > > Hi, > > I am testing RT 3.4.5. When I connect as an unpriviledged user , I can > select "Goto ticket" button and see a ticket which is not mine. > This is not very secure. How can I prevent this ? > > Thanks in advance. > > > > Thep SYKHEO Direction des Syst?mes d'Information - IT > Department > > t?l : +33 (0) 1 46 25 60 41 - fax : +33 (0) 1 46 25 66 60 > > thep.sykheo at degremont.com > > > > DEGREMONT, Groupe SUEZ > > Les sp?cialistes du traitement d'eau - Water treatment > specialists > > 183, avenue du 18 juin 1940 - 92508 Rueil-Malmaison Cedex > France > > http://www.degremont.com > > > > > > > > > > > > > > > > This message and all attachments are confidential and intended solely for > the addressees. > > > Any use not in accord with its purpose, any dissemination or disclosure, > either whole or partial, is prohibited except formal approval. > > > If you receive this message in error, please delete it and immediately > notify the sender. > > > Neither Degremont Group nor any of its subsidiaries or affiliates shall be > liable for the message if altered, changed or falsified. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html This message and all attachments are confidential and intended solely for the addressees. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. If you receive this message in error, please delete it and immediately notify the sender. Neither Degremont Group nor any of its subsidiaries or affiliates shall be liable for the message if altered, changed or falsified. From bentlema at tdg.mobilephone.net Tue Jun 27 10:34:52 2006 From: bentlema at tdg.mobilephone.net (Mark A Bentley) Date: Tue, 27 Jun 2006 07:34:52 -0700 (PDT) Subject: [rt-users] Re: adding new rights to $RIGHTS In-Reply-To: <44A12A5D.6030504@boldra.com> References: <44A12A5D.6030504@boldra.com> Message-ID: On Tue, 27 Jun 2006, Boldra wrote: > Hi, I'm trying to add new rights in rt 3.5.6 and hitting a problem; Although > the new right appears in the UI, when I try to assign it, I get "System > error. Right not granted". > I had the same problem in 3.4.5, but I think it was because I was missing a bit of code in my Queue_Local.pm. Here's my lib/RT/Queue_Local.pm which I've tested, and works now: package RT::Queue; use strict; no warnings qw(redefine); use vars qw( $RIGHTS ); $RIGHTS = { Bentlema => 'Bentlema is testing', %{$RIGHTS} }; foreach my $right ( keys %{$RIGHTS} ) { $RT::ACE::LOWERCASERIGHTNAMES{ lc $right } = $right; } 1; Previously I didn't have the 'use vars' line in there, nor the 'foreach' at the end. After adding those two bits of code, things work as expected. Mark -- Mark A Bentley TPR Lab Systems Support Cingular Wireless - Redmond, WA Email: mark.a.bentley at cingular.com 425-702-3072 (desk) / 425-702-2826 (fax) From paul at boldra.com Tue Jun 27 10:51:11 2006 From: paul at boldra.com (Boldra) Date: Tue, 27 Jun 2006 16:51:11 +0200 Subject: [rt-users] Re: adding new rights to $RIGHTS In-Reply-To: References: <44A12A5D.6030504@boldra.com> Message-ID: <44A145DF.105@boldra.com> Thanks very much Mark, my problem wasn't the use vars, but the population of $RT::ACE::LOWERCASERIGHTNAMES I really appreciate your help! Paul Boldra Mark A Bentley wrote: > On Tue, 27 Jun 2006, Boldra wrote: >> Hi, I'm trying to add new rights in rt 3.5.6 and hitting a problem; >> Although the new right appears in the UI, when I try to assign it, I >> get "System error. Right not granted". >> > > I had the same problem in 3.4.5, but I think it was because I was missing > a bit of code in my Queue_Local.pm. Here's my lib/RT/Queue_Local.pm > which > I've tested, and works now: > > package RT::Queue; > > use strict; > no warnings qw(redefine); > > use vars qw( $RIGHTS ); > > $RIGHTS = { > Bentlema => 'Bentlema is testing', > %{$RIGHTS} > }; > > foreach my $right ( keys %{$RIGHTS} ) { > $RT::ACE::LOWERCASERIGHTNAMES{ lc $right } = $right; > } > > 1; > > Previously I didn't have the 'use vars' line in there, nor the > 'foreach' at the > end. After adding those two bits of code, things work as expected. > > Mark > > From serge.bianda at appian.com Tue Jun 27 10:58:16 2006 From: serge.bianda at appian.com (Serge Bianda) Date: Tue, 27 Jun 2006 10:58:16 -0400 Subject: [rt-users] Graph for RTx-Statistics-1.0.8 not showing Message-ID: Here are the steps I took (with the help the community) to resolve this issue on FC4: 1. I veified that libgd-devel and libpng-devel were installed(yum list | grep gd and yum list | grep png) 2. I then installed GD perl module (perl -MCPAN -e'install GD') Note: You can have GD::Graph perl module installed even if GD perl is not installed. I learned it the hard way. -----Original Message----- From: Jason Fenner [mailto:jfenner at vitamix.com] Sent: Tue 6/27/2006 9:15 AM To: Serge Bianda Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Graph for RTx-Statistics-1.0.8 not showing I would double check that GD::Graph is installed and operational. Serge Bianda wrote: > My RT 3.4.5 was installed correctly and I also have GD and all the perl > modules installed (GD::Graph, Apache::GD::options, ...), but I don't > seem to see the graph when I go to "Resolve Time Graph" under > "RTx-Statistics". All I can see if an icon of a picture that did not > load. If I right click on it and select "view image" from my browser, I > get this message: > > System error > error: Can't locate object method "new" via package > "GD::Graph::points" at > /opt/rt3/share/html/RTx/Statistics/TimeToResolve/Elements/Chart line 9. > context: > ... > 5: <%INIT> > 6: use GD::Graph::points; > 7: > 8: my @data; > 9: my $graph = GD::Graph::points->new(400,300); > 10: $graph->set(export_format => "png", > 11: marker_size => $ARGS{marker_size}, > 12: x_label => 'Average time to resolve (Days)', > 13: y_label => 'Number of tickets resolved' ); > ... > code stack: > /opt/rt3/share/html/RTx/Statistics/TimeToResolve/Elements/Chart:9 > /opt/rt3/share/html/autohandler:215 > Raw error > > And when I look at the raw error link, I get this output: > Can't locate object method "new" via package "GD::Graph::points" at > /opt/rt3/share/html/RTx/Statistics/TimeToResolve/Elements/Chart line 9. > > > Trace begun at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Exceptions.pm > line 129 > HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method > "new" via package "GD::Graph::points" at > /opt/rt3/share/html/RTx/Statistics/TimeToResolve/Elements/Chart line > 9.^J') called at > /opt/rt3/share/html/RTx/Statistics/TimeToResolve/Elements/Chart line 9 > HTML::Mason::Commands::__ANON__('marker_size', 1, 'x_labels', > '0,,2,,,17,,longer', 'data1', '18,2,1,1,1,2,1,2', 'marker_size', 1, > 'x_labels', '0,,2,,,17,,longer', 'data1', '18,2,1,1,1,2,1,2') called at > /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa8 > bec48)', 'marker_size', 1, 'x_labels', '0,,2,,,17,,longer', 'data1', > '18,2,1,1,1,2,1,2', 'marker_size', 1, 'x_labels', '0,,2,,,17,,longer', > 'data1', '18,2,1,1,1,2,1,2') called at > /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1251 > eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line > 1245 > HTML::Mason::Request::comp(undef, undef, 'marker_size', 1, 'x_labels', > '0,,2,,,17,,longer', 'data1', '18,2,1,1,1,2,1,2', 'marker_size', 1, > 'x_labels', '0,,2,,,17,,longer', 'data1', '18,2,1,1,1,2,1,2') called at > /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 914 > HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HAS > H(0xa5ab0c4)', 'marker_size', 1, 'x_labels', '0,,2,,,17,,longer', > 'data1', '18,2,1,1,1,2,1,2') called at /opt/rt3/share/html/autohandler > line 215 > HTML::Mason::Commands::__ANON__('marker_size', 1, 'x_labels', > '0,,2,,,17,,longer', 'data1', '18,2,1,1,1,2,1,2') called at > /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa8 > 06f34)', 'marker_size', 1, 'x_labels', '0,,2,,,17,,longer', 'data1', > '18,2,1,1,1,2,1,2') called at > /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1246 > eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line > 1245 > HTML::Mason::Request::comp(undef, undef, undef, 'marker_size', 1, > 'x_labels', '0,,2,,,17,,longer', 'data1', '18,2,1,1,1,2,1,2') called at > /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 459 > eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line > 459 > eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line > 411 > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa > 5ab0c4)') called at > /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line 168 > HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheH > andler=HASH(0xa5ab0c4)') called at > /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line 826 > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=H > ASH(0x9da9c20)', 'Apache2::RequestRec=SCALAR(0xa86e6d0)') called at > /opt/rt3/bin/webmux.pl line 137 > eval {...} at /opt/rt3/bin/webmux.pl line 137 > RT::Mason::handler('Apache2::RequestRec=SCALAR(0xa86e6d0)') called at -e > line 0 > eval {...} at -e line 0 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 Tue Jun 27 11:01:20 2006 From: vivek at khera.org (Vivek Khera) Date: Tue, 27 Jun 2006 11:01:20 -0400 Subject: [rt-users] rt-3.4.5 -> rt-3.6.0 In-Reply-To: <44A12EB3.5000006@verizon.net> References: <20060625071937.GA49330@ns2.wananchi.com> <20060627052029.GB96318@ns2.wananchi.com> <44A11627.4050704@verizon.net> <44A12AA5.3090208@ucrwcu.rwc.uc.edu> <44A12EB3.5000006@verizon.net> Message-ID: <22A1B237-5C9A-48BC-8D73-F78E66B256CF@khera.org> On Jun 27, 2006, at 9:12 AM, Max H. wrote: > Drew Barnes wrote: >> I am pretty sure that it tells you to do this in the output of >> make upgrade. > > You are correct. I skipped over this because: > > I was a bit confused because I checked in the directory containing > the upgrade items. In rt-3.6.0/etc there is: > > 3.1.0/ 3.1.15/ 3.1.17/ 3.3.0/ 3.3.11/ 3.5.1/ > Which part of "For each item in that directory whose name is greater than your previously installed RT version, run:" made you rule out 3.5.1 when you're upgrading 3.4.5? :-) > I didn't see a 3.4.x, so I assumed I didn't have to run anything > else after a make upgrade. The reason I say this is because anytime > I upgraded from version 3.4.2 -> 3.4.5, I didn't have to run > anything else after a make upgrade. > because there's nothing to upgrade between those versions... as there's no 3.4.3 or 3.4.4 or 3.4.5 directory in the upgrade list. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2530 bytes Desc: not available URL: From serge.bianda at appian.com Tue Jun 27 11:51:19 2006 From: serge.bianda at appian.com (Serge Bianda) Date: Tue, 27 Jun 2006 11:51:19 -0400 Subject: [rt-users] Autoreply template for each queue Message-ID: How can I configure an autoreply template in RT to send emails out based on the queue. For instance if I have a queue called support and the email alias associated to it is support at domainame.com and another queue called suggestion with the email alias associated to it is suggestion at domainname.com and so forth. Basically when I send an email to support at domainname.com I should get an autoreply from support at domainname.com and if I send it to suggestion at domain.com I should get an autoreply from suggestion at domainname.com. How do I make that happen? Thanks From venture37 at hotmail.com Tue Jun 27 11:49:45 2006 From: venture37 at hotmail.com (Sevan / Venture37) Date: Tue, 27 Jun 2006 16:49:45 +0100 Subject: [rt-users] Auto adding Watchers from a custom field via scrips Message-ID: 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. Regards Sevan 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 -- "The truth, the half-truth, and nothing like the truth." - Mark Brandon Read From wash at wananchi.com Tue Jun 27 12:19:08 2006 From: wash at wananchi.com (Odhiambo Washington) Date: Tue, 27 Jun 2006 19:19:08 +0300 Subject: [rt-users] Autoreply template for each queue In-Reply-To: References: Message-ID: <20060627161908.GA85972@ns2.wananchi.com> * On 27/06/06 11:51 -0400, Serge Bianda wrote: | How can I configure an autoreply template in RT to send emails | out based on the queue. For instance if I have a queue called support | and the email alias associated to it is support at domainame.com and | another queue called suggestion with the email alias associated to it | is suggestion at domainname.com and so forth. Basically when I send an | email to support at domainname.com I should get an autoreply from | support at domainname.com and if I send it to suggestion at domain.com I | should get an autoreply from suggestion at domainname.com. How do I make | that happen? The last time I created templates (it was rt-2.x) it was as simple as 1. create the templates with unique names and unique content 2. Disable the global autoreply scrip 3. create a scrip for each queue based on the template you've created for it. I hope that applies even today, with rt-3.6.0. HTH cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington . WANANCHI ONLINE LTD (Nairobi, KE) | wash () WANANCHI ! com . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | GSM: (+254) 733 744 121 . (+254) 020 313 985 - 9 | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post From btmanmeh at verizon.net Tue Jun 27 13:28:13 2006 From: btmanmeh at verizon.net (Max H.) Date: Tue, 27 Jun 2006 13:28:13 -0400 Subject: [rt-users] rt-3.4.5 -> rt-3.6.0 In-Reply-To: <22A1B237-5C9A-48BC-8D73-F78E66B256CF@khera.org> References: <20060625071937.GA49330@ns2.wananchi.com> <20060627052029.GB96318@ns2.wananchi.com> <44A11627.4050704@verizon.net> <44A12AA5.3090208@ucrwcu.rwc.uc.edu> <44A12EB3.5000006@verizon.net> <22A1B237-5C9A-48BC-8D73-F78E66B256CF@khera.org> Message-ID: <44A16AAD.1070201@verizon.net> Vivek Khera wrote: > > Which part of "For each item in that directory whose name is greater than > your previously installed RT version, run:" made you rule out 3.5.1 > when you're upgrading 3.4.5? :-) > Again...I said it was confusion on my part. Possibly it was confusion on the initial posters part too. That's why I said "Perhaps just assumption on my part and missing small details. Regardless, it works fine. Thanks!" I said thanks for helping answer my questions. So thanks to you too. :) Max From serge.bianda at appian.com Tue Jun 27 14:40:46 2006 From: serge.bianda at appian.com (Serge Bianda) Date: Tue, 27 Jun 2006 14:40:46 -0400 Subject: [rt-users] Notification when a ticket is created Message-ID: Is it possible to configure RT to notify a member of the support team when a ticket is created. I have IT member who carry PDA and I'd like to make sure that they get notified when a ticket is created for a specific queue. Thanks From sean.conway at mtsallstream.com Tue Jun 27 15:23:55 2006 From: sean.conway at mtsallstream.com (Conway, Sean) Date: Tue, 27 Jun 2006 14:23:55 -0500 Subject: [rt-users] What version of RTIR is used with RT 3.6.0 Message-ID: <270ACA5D2DB53248809CCD6885A16CA40122F5D2@PTEEXB02.mtsallstream.com> G'Day, What version of RTIR is designed to work with RT 3.6.0. Can tell anyone tell me if they have had success with installs of RTIR 1.1.5 or RTIR 1.9 with RT 3.6.0? Sean Conway Network System Specialist Enhanced Systems MTS Allstream Inc. 640 Corydon Ave Winnipeg, Manitoba Phone 204-941-7382 Cell 204-795-1497 Email sean.conway at mtsallstream.com CONFIDENTIALITY WARNING: THIS E-MAIL MESSAGE IS INTENDED ONLY FOR THE PERSONAL AND CONFIDENTIAL USE OF THE RECIPIENT(S) NAMED ABOVE. IF THE READER OF THIS MESSAGE IS NOT THE INTENDED RECIPIENT OR AN AGENT RESPONSIBLE FOR DELIVERING IT TO THE INTENDED RECIPIENT, OR IF AFTER RECEIPT YOU ARE ADVISED THAT THIS MESSAGE HAS BEEN SENT TO YOU IN ERROR, YOU ARE HEREBY NOTIFIED THAT ANY REVIEW, DISSEMINATION, DISTRIBUTION, OR COPYING OF THIS MESSAGE IS STRICTLY PROHIBITED. IF YOU HAVE RECEIVED THIS MESSAGE IN ERROR, PLEASE NOTIFY US IMMEDIATELY BY TELEPHONE AT THE NUMBER SET OUT ABOVE AND DELETE THE ORIGINAL MESSAGE. From serge.bianda at appian.com Tue Jun 27 15:40:20 2006 From: serge.bianda at appian.com (Serge Bianda) Date: Tue, 27 Jun 2006 15:40:20 -0400 Subject: [rt-users] UseActorAsSender Message-ID: I have followed the direction from this link: http://wiki.bestpractical.com/index.cgi?UseActorAsSender and added the following code on top in my correspondence template ------------------------------------------------------------------------ --------------------------------- From: { my $u = $Transaction->CreatorObj; my $a = $Ticket->QueueObj->CorrespondAddress; $a = $Ticket->QueueObj->CommentAddress if ( $Transaction->Type eq 'Comment' ); my $res = $u->RealName || $u->Name; $res .= " <".$a .">" ; $res; } ------------------------------------------------------------------------ ------------------------------------- , but whenever I reply to a ticket the "From" line is blank on the recipient email. What could be wrong? Isn't it supposed to show the name of the user replying to the ticket from RT? From liuzmus at yahoo.com Tue Jun 27 15:41:28 2006 From: liuzmus at yahoo.com (Zhiming Liu) Date: Tue, 27 Jun 2006 12:41:28 -0700 (PDT) Subject: [rt-users] Change Logo and https questions RT-3.6.0/RTIR1.1.5 Message-ID: <20060627194128.71237.qmail@web32808.mail.mud.yahoo.com> Hi All, I have installed RT-3.6.0/RTIR-1.1.5 on RHEL WS 4. Two problems I got: 1. I have copied Logo and modified it. The logo can't display, just file name like USDA_logo. 2. I have installed openSSL, everything has been set the same as RT-3.4.4/RTIR-1.1.5 (https://... works fine). When I use https://... on RT-3.6.0/RTIR-1.1.5 machine, I got "You are almost there" error. Thanks for your help! Zhiming. __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From hlepesant at veepee.com Tue Jun 27 15:38:32 2006 From: hlepesant at veepee.com (Hugues Lepesant) Date: Tue, 27 Jun 2006 21:38:32 +0200 Subject: [rt-users] Create a new ticket in Queue B on Ticket closed in Queue A Message-ID: <005801c69a21$484c8350$476ba8c0@D1SBW92J> Hello all, How can'I make RT (3.6.0) to create on ticket in a queue when a ticket on an other queue is closed/resolved ? Hug From tsmith at loc.gov Tue Jun 27 15:51:43 2006 From: tsmith at loc.gov (Timothy Smith) Date: Tue, 27 Jun 2006 15:51:43 -0400 Subject: [rt-users] Change Logo and https questions RT-3.6.0/RTIR1.1.5 Message-ID: >>> Zhiming Liu 06/27/06 3:41 PM >>> > 1. I have copied Logo and modified it. The logo can't > display, just file name like USDA_logo. If you're working in a local tree to avoid stepping on the distributed files, note that RT won't pick up files in the local/html/NoAuth directory. (This bit me.) Logo images need to go in share/html/NoAuth or somewhere outside of the RT tree. What's the source code that generates your img tag look like? Tim Smith From liuzmus at yahoo.com Tue Jun 27 16:10:10 2006 From: liuzmus at yahoo.com (Zhiming Liu) Date: Tue, 27 Jun 2006 13:10:10 -0700 (PDT) Subject: [rt-users] Change Logo and https questions RT-3.6.0/RTIR1.1.5 In-Reply-To: Message-ID: <20060627201010.66729.qmail@web32813.mail.mud.yahoo.com> Hi Tim, The image file uslogo1.gif is in share/html/NoAuth. RT-3.6.0 has a Logo file instead of Header. I copied this file to local tree and modified like this:
" width="324" height="43" /> % if ($show_name) {
<% loc("RT for [_1]", $RT::rtname) %>
% }
Thanks, Zhiming. --- Timothy Smith wrote: > >>> Zhiming Liu 06/27/06 3:41 PM > >>> > > 1. I have copied Logo and modified it. The logo > can't > > display, just file name like USDA_logo. > > If you're working in a local tree to avoid stepping > on the distributed files, note that RT won't pick up > files in the local/html/NoAuth directory. (This bit > me.) Logo images need to go in share/html/NoAuth or > somewhere outside of the RT tree. What's the source > code that generates your img tag look like? > > Tim Smith > __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From skirk at insomniacgames.com Tue Jun 27 17:22:57 2006 From: skirk at insomniacgames.com (Steve Kirk) Date: Tue, 27 Jun 2006 14:22:57 -0700 Subject: [rt-users] RT::Ticket::Reminders Unimplemented in HTML::Mason::Commands Message-ID: <514005087A4DA54CB81C428C81EAB93D0208E873@EXCHANGE.insomniacgames.com> I'm just deciding to dip my toes into 3.6.0. I'm setting up a fresh tree, fresh database so I can play before getting too dirty. I still have 3.4.5 on this box, but in a wholly separate path/database/etc. Hopefully that's not the problem. Got 3.6.0 setup & installed, generally seems to be working. Except... When I goto "display" or "reminders" on a ticket I get: error: RT::Ticket::Reminders Unimplemented in HTML::Mason::Commands. (/usr/local/rt3-infodesk/share/html/Ticket/Elements/Reminders line 13) 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/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Record.pm:496 /usr/local/rt3-infodesk/share/html/Ticket/Elements/Reminders:13 /usr/local/rt3-infodesk/share/html/Ticket/Reminders.html:56 /usr/local/rt3-infodesk/share/html/Widgets/TitleBox:49 /usr/local/rt3-infodesk/share/html/Ticket/Reminders.html:57 /usr/local/rt3-infodesk/share/html/autohandler:279 You might think it to be an older version of HTML::Mason, but I've done a full update of HTML::Mason (v1.33), plus when I installed, "make testdeps" came back clean. I've walked thru RT_Config.pm and don't see anything obvious that I may have missed. Anyone have any ideas? Thanks, Steve From Wolfgang.Fuertbauer at ebewe.com Wed Jun 28 00:15:40 2006 From: Wolfgang.Fuertbauer at ebewe.com (Wolfgang.Fuertbauer at ebewe.com) Date: Wed, 28 Jun 2006 06:15:40 +0200 Subject: [rt-users] problem with "make fixdeps" on SLES9 Message-ID: Hi, while installing RT on SLES9 I ran in a problem with "make fixdeps" Can't unlink file tmp: No such file or directory at /usr/lib/perl5/5.8.3/CPAN.pm line 4373 ==> Couldn't mkdir '/root/.cpan/build/tmp': File exists <== ==> Cannot continue: Please find the reason why I cannot make the <== ==> directory <== ==> /root/.cpan/build/tmp <== ==> and fix the problem, then retry. <== If I run perl -MCPAN -e 'install .....' it works fine! Who can help please ? Wolfgang ---------------------------------------------------------------------- Wolfgang Fuertbauer (e-Mail: Wolfgang.Fuertbauer at ebewe.com) EBEWE Pharma Mondseestrasse 11 4866 Unterach, Austria Tel +43 7665 8123 315 Mobile: +43 664 8397987 Fax +43 7665 8123 1487 http://www.ebewe.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From phayes at paddypower.com Wed Jun 28 04:38:10 2006 From: phayes at paddypower.com (Hayes, Paul) Date: Wed, 28 Jun 2006 09:38:10 +0100 Subject: [rt-users] making searches available to other users Message-ID: I have set up two 'saved searches' as admin user. I want to make these available to all users within a certain group Is there a way to do this within RT, preferably making the search available to the user from their RT homepage? 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 S.G.Tranter at lboro.ac.uk Wed Jun 28 05:11:27 2006 From: S.G.Tranter at lboro.ac.uk (Stewart Tranter) Date: Wed, 28 Jun 2006 10:11:27 +0100 Subject: [rt-users] Clicking on a requestor in ticket display gives blank page Message-ID: <44A247BF.2060404@lboro.ac.uk> Hello, We are storing lots of contact detail in RT to use to contact requestors. When a ticket is displayed and I, as SuperUser, click "More about this user", I can view all their details. Which right to I need to add in order that the regular (i.e. non-Super Users) users can do this? I have already added AdminUsers to the group, but this has not made a difference. TIA, Stewart ------------------------------------------------ Stewart Tranter Computing Services Loughborough University E: s.g.tranter at lboro.ac.uk W: http://www.lboro.ac.uk/computing/ T: +44 (0) 1509 223719 F: +44 (0) 1509 223989 ------------------------------------------------ From jfenner at vitamix.com Wed Jun 28 09:13:16 2006 From: jfenner at vitamix.com (Jason Fenner) Date: Wed, 28 Jun 2006 09:13:16 -0400 Subject: [rt-users] Customizing the Footer in the Login Page In-Reply-To: <44A12FE8.5020600@ot.ru> References: <44A12FE8.5020600@ot.ru> Message-ID: <44A2806C.2010701@vitamix.com> Yes, but you will want to follow the directions here when customizing: http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT Sergey Tsvetukhin wrote: > share/html/Elements/Footer ? > > Serge Bianda wrote: >> I would like to customize the footer on the login page to add more >> information, but I do not seem to find the file responsible for it. >> This is the content of the footer: >> >> ?|? RT 3.4.5 Copyright 1996-2005 Best Practical Solutions, LLC. >> Distributed under version 2 of the GNU GPL. >> To inquire about support, training, custom development or licensing, >> please contact sales at bestpractical.com. >> Time to display: 0.625896 > From jfenner at vitamix.com Wed Jun 28 09:16:32 2006 From: jfenner at vitamix.com (Jason Fenner) Date: Wed, 28 Jun 2006 09:16:32 -0400 Subject: [rt-users] Notification when a ticket is created In-Reply-To: References: Message-ID: <44A28130.1050705@vitamix.com> Sure! Just create a Scrip in a queue that has a condition of "On Create". Serge Bianda wrote: > Is it possible to configure RT to notify a member of the support team > when a ticket is created. I have IT member who carry PDA and I'd like to > make sure that they get notified when a ticket is created for a specific > queue. > > 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 jfenner at vitamix.com Wed Jun 28 09:18:16 2006 From: jfenner at vitamix.com (Jason Fenner) Date: Wed, 28 Jun 2006 09:18:16 -0400 Subject: [rt-users] Change Logo and https questions RT-3.6.0/RTIR1.1.5 In-Reply-To: <20060627201010.66729.qmail@web32813.mail.mud.yahoo.com> References: <20060627201010.66729.qmail@web32813.mail.mud.yahoo.com> Message-ID: <44A28198.1050702@vitamix.com> Stop httpd, clear cache (rm -rf /opt/rt3/var/mason_cache/*), restart httpd Zhiming Liu wrote: > Hi Tim, The image file uslogo1.gif is in > share/html/NoAuth. RT-3.6.0 has a Logo file instead of > Header. I copied this file to local tree and modified > like this: > >
> src="<%$RT::WebImagesURL%>/NoAuth/images/uslogo1.gif" > alt="<%loc("Best Practical Solutions, LLC corporate > logo")%>" width="324" height="43" /> > % if ($show_name) { >
<% loc("RT for [_1]", > $RT::rtname) %>
> % } >
> > Thanks, Zhiming. > > --- Timothy Smith wrote: > > >>>>> Zhiming Liu 06/27/06 3:41 PM >>>>> >>>>> >>> 1. I have copied Logo and modified it. The logo >>> >> can't >> >>> display, just file name like USDA_logo. >>> >> If you're working in a local tree to avoid stepping >> on the distributed files, note that RT won't pick up >> files in the local/html/NoAuth directory. (This bit >> me.) Logo images need to go in share/html/NoAuth or >> somewhere outside of the RT tree. What's the source >> code that generates your img tag look like? >> >> Tim Smith >> >> > > > __________________________________________________ > 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 tsmith at loc.gov Wed Jun 28 09:20:11 2006 From: tsmith at loc.gov (Timothy Smith) Date: Wed, 28 Jun 2006 09:20:11 -0400 Subject: [rt-users] Change Logo and https questions RT-3.6.0/RTIR1.1.5 Message-ID: >>> Zhiming Liu 06/27/06 4:10 PM >>> > References: Message-ID: <44A2828C.5050907@vitamix.com> This has already been mentioned on the list. Simply run: "make testdeps" to find all missing packages. Install all those packages manually through CPAN. Then come back and again run "make testdeps" to insure you now have all packages. If you do, continue on in the installation directions. Wolfgang.Fuertbauer at ebewe.com wrote: > Hi, > while installing RT on SLES9 I ran in a problem with "make fixdeps" > > Can't unlink file tmp: No such file or directory at > /usr/lib/perl5/5.8.3/CPAN.pm line 4373 > > ==> Couldn't mkdir '/root/.cpan/build/tmp': File exists <== > > ==> Cannot continue: Please find the reason why I cannot make the <== > ==> directory <== > ==> /root/.cpan/build/tmp <== > ==> and fix the problem, then retry. <== > > If I run perl -MCPAN -e 'install .....' it works fine! > Who can help please ? > > Wolfgang > > > ---------------------------------------------------------------------- > Wolfgang Fuertbauer (e-Mail: Wolfgang.Fuertbauer at ebewe.com) > EBEWE Pharma > Mondseestrasse 11 > 4866 Unterach, Austria > Tel +43 7665 8123 315 Mobile: +43 664 8397987 > Fax +43 7665 8123 1487 > http://www.ebewe.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 jfenner at vitamix.com Wed Jun 28 09:23:40 2006 From: jfenner at vitamix.com (Jason Fenner) Date: Wed, 28 Jun 2006 09:23:40 -0400 Subject: [rt-users] making searches available to other users In-Reply-To: References: Message-ID: <44A282DC.9080503@vitamix.com> Yes, group saved searches are in 3.4.5 and making saved searches available for the front "At a Glance" page is available in version 3.6.0 Hayes, Paul wrote: > I have set up two 'saved searches' as admin user. > > > > I want to make these available to all users within a certain group > > > > Is there a way to do this within RT, preferably making the search > available to the user from their RT homepage? > > > > 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. > ________________________________________________________________________ > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From jfenner at vitamix.com Wed Jun 28 09:25:31 2006 From: jfenner at vitamix.com (Jason Fenner) Date: Wed, 28 Jun 2006 09:25:31 -0400 Subject: [rt-users] Clicking on a requestor in ticket display gives blank page In-Reply-To: <44A247BF.2060404@lboro.ac.uk> References: <44A247BF.2060404@lboro.ac.uk> Message-ID: <44A2834B.1040307@vitamix.com> I could be wrong, you'll have to test this...but I think the right is: ShowConfigTab Stewart Tranter wrote: > Hello, > > We are storing lots of contact detail in RT to use to contact > requestors. When a ticket is displayed and I, as SuperUser, click > "More about this user", I can view all their details. Which right to > I need to add in order that the regular (i.e. non-Super Users) users > can do this? I have already added AdminUsers to the group, but this > has not made a difference. > > TIA, > > Stewart > ------------------------------------------------ > Stewart Tranter > Computing Services > Loughborough University > > E: s.g.tranter at lboro.ac.uk > W: http://www.lboro.ac.uk/computing/ > T: +44 (0) 1509 223719 > F: +44 (0) 1509 223989 > ------------------------------------------------ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 sergioalimajr at gmail.com Wed Jun 28 11:07:07 2006 From: sergioalimajr at gmail.com (Sergio Alves de Lima Junior) Date: Wed, 28 Jun 2006 12:07:07 -0300 Subject: [rt-users] request based in products or appliances Message-ID: <21fe8e1e0606280807y698165cas7e0a4e6fcb8aaf0c@mail.gmail.com> Hi all, I'm study the use of RT, however, do nothing view option to open request based in products or options for create similar fields. It is possible. Regards. -- //=====================================\ Sergio Lima sergioalimajr at gmail.com Analista de Suporte //=====================================\ -------------- next part -------------- An HTML attachment was scrubbed... URL: From liuzmus at yahoo.com Wed Jun 28 11:43:54 2006 From: liuzmus at yahoo.com (Zhiming Liu) Date: Wed, 28 Jun 2006 08:43:54 -0700 (PDT) Subject: [rt-users] Change Logo and https questions RT-3.6.0/RTIR1.1.5 In-Reply-To: Message-ID: <20060628154354.6532.qmail@web32805.mail.mud.yahoo.com> Hi Tim, I have figured it out. The problem was the .obj file never update after the first mistake. Thanks, Zhiming. --- Timothy Smith wrote: > >>> Zhiming Liu 06/27/06 4:10 PM > >>> > > src="<%$RT::WebImagesURL%>/NoAuth/images/uslogo1.gif" > ... > > I think the "/NoAuth/images/" is redundant. Look at > /Admin/Tools/Configuration.html in your browser and > see what $RT::WebImagesURL is set to or view source > on the generated page and see what's actually going > in the src attribute. I don't know if your > configuration is like mine, but my $RT::WebImagesURL > is set to "/rt/NoAuth/images/", making the correct > attribute src="<%$RT::WebImagesURL%>/uslogo1.gif". > > Tim Smith > __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From liuzmus at yahoo.com Wed Jun 28 11:47:32 2006 From: liuzmus at yahoo.com (Zhiming Liu) Date: Wed, 28 Jun 2006 08:47:32 -0700 (PDT) Subject: [rt-users] Change Logo and https questions RT-3.6.0/RTIR1.1.5 In-Reply-To: <44A28198.1050702@vitamix.com> Message-ID: <20060628154732.25170.qmail@web32807.mail.mud.yahoo.com> Hi Jason, Very good point! I have fixed it. Thanks, Zhiming. --- Jason Fenner wrote: > Stop httpd, clear cache (rm -rf > /opt/rt3/var/mason_cache/*), restart httpd > > Zhiming Liu wrote: > > Hi Tim, The image file uslogo1.gif is in > > share/html/NoAuth. RT-3.6.0 has a Logo file > instead of > > Header. I copied this file to local tree and > modified > > like this: > > > >
> > > > src="<%$RT::WebImagesURL%>/NoAuth/images/uslogo1.gif" > > alt="<%loc("Best Practical Solutions, LLC > corporate > > logo")%>" width="324" height="43" /> > > % if ($show_name) { > >
<% loc("RT for [_1]", > > $RT::rtname) %>
> > % } > >
> > > > Thanks, Zhiming. > > > > --- Timothy Smith wrote: > > > > > >>>>> Zhiming Liu 06/27/06 3:41 > PM > >>>>> > >>>>> > >>> 1. I have copied Logo and modified it. The logo > >>> > >> can't > >> > >>> display, just file name like USDA_logo. > >>> > >> If you're working in a local tree to avoid > stepping > >> on the distributed files, note that RT won't pick > up > >> files in the local/html/NoAuth directory. (This > bit > >> me.) Logo images need to go in share/html/NoAuth > or > >> somewhere outside of the RT tree. What's the > source > >> code that generates your img tag look like? > >> > >> Tim Smith > >> > >> > > > > > > __________________________________________________ > > Do You Yahoo!? > > Tired of spam? Yahoo! Mail has the best spam > protection around > > http://mail.yahoo.com > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials > from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > > > > > > > __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From BBlakely at blink.ca Wed Jun 28 12:04:16 2006 From: BBlakely at blink.ca (Ben Blakely) Date: Wed, 28 Jun 2006 12:04:16 -0400 Subject: [rt-users] Setting Status to Open via Template Message-ID: <8E8EBFC69B7B50489C2DD4EDF3DA583001B6B419@exchange1.oakvillehydro.com> Hello All, I have an update owner change template, but would like to put a line in there to set the status of the ticket to open. Can someone let me know how this can be done. Thanks Bene -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfh at pipex.net Wed Jun 28 12:24:39 2006 From: rfh at pipex.net (Roy El-Hames) Date: Wed, 28 Jun 2006 17:24:39 +0100 Subject: [rt-users] Setting Status to Open via Template In-Reply-To: <8E8EBFC69B7B50489C2DD4EDF3DA583001B6B419@exchange1.oakvillehydro.com> References: <8E8EBFC69B7B50489C2DD4EDF3DA583001B6B419@exchange1.oakvillehydro.com> Message-ID: <44A2AD47.8000000@pipex.net> I am curious as to why you want to do this via Template and not via the easier method using scrip action ?? Roy Ben Blakely wrote: > Hello All, > > > > I have an update owner change template, but would like to put a line in > there to set the status of the ticket to open. Can someone let me know > how this can be done. > > > > Thanks > > > Bene > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 mccallum at nemsys.com Wed Jun 28 12:30:38 2006 From: mccallum at nemsys.com (Don McCallum) Date: Wed, 28 Jun 2006 12:30:38 -0400 Subject: [rt-users] Rtx-Statistics & RT3.4.1 - doesnt update html page Message-ID: <3BD4EA39EA521A4F9FC0833E28DA1B2B228188@nemdc2.nem.local> Hello All, I am trying to install RTx-Statistics on my RT3.4.1 box. The machine was recently upgraded from Rt3.0.(something) to RT3.4.1 with the proper database schema updates. Everything is running great. The way we performed the upgrade was to remove Apache and the previous version of RT, install the new RT and perform the schema updates. Everything is running GREAT. Now I am attempting to install RTx-Statistics 0.1.8 using this procedure: ----cut---- #Perl Makefile.PL Using RT configurations from /opt/rt3/lib/RT.pm: ./html => /opt/rt3/share/html ./lib => /opt/rt3/local/lib kfh: in RTx.pm sub RTx Writing Makefile for RTx::Statistics # make install Writing /usr/local/lib/perl5/site_perl/5.8.8/i686-linux/auto/RTx/Statistics/.pac klist Appending installation info to /usr/local/lib/perl5/5.8.8/i686-linux/perllocal.pod # /etc/rc.d/init.d/httpd restart ---- cut ---- That all looks good to me, the /opt/rt3 is correct and we are using site_perl5.8.8 But when I log into RT, I do not get the statistics side bar. Am I missing something obvious - like having to manually add it into the page or something? Oh, and I have also tried to simply un-tar the distribution subdirectories into /opt/rt3/ and /opt/rt3/share (this worked in my old version 3.0.x). Thanks in advance! -Don McCallum -------------- next part -------------- An HTML attachment was scrubbed... URL: From BBlakely at blink.ca Wed Jun 28 12:56:14 2006 From: BBlakely at blink.ca (Ben Blakely) Date: Wed, 28 Jun 2006 12:56:14 -0400 Subject: [rt-users] Setting Status to Open via Template In-Reply-To: <44A2AD47.8000000@pipex.net> Message-ID: <8E8EBFC69B7B50489C2DD4EDF3DA583001B6B43C@exchange1.oakvillehydro.com> I already have a process for owner change, so I might as well just put it into that template. Its much easier for my deployment. -----Original Message----- From: Roy El-Hames [mailto:rfh at pipex.net] Sent: Wednesday, June 28, 2006 12:25 PM To: Ben Blakely Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Setting Status to Open via Template I am curious as to why you want to do this via Template and not via the easier method using scrip action ?? Roy Ben Blakely wrote: > Hello All, > > > > I have an update owner change template, but would like to put a line in > there to set the status of the ticket to open. Can someone let me know > how this can be done. > > > > Thanks > > > Bene > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 serge.bianda at appian.com Wed Jun 28 13:10:06 2006 From: serge.bianda at appian.com (Serge Bianda) Date: Wed, 28 Jun 2006 13:10:06 -0400 Subject: [rt-users] RTIR 1.1.5 Failed Installation Message-ID: I tried to install rtir-1.1.5 and when I run the command perl Makefile.PL I get the following message: Cannot autoload main - main::AUTOLOAD at inc/Module/Install.pm line 88. What could be wrong? -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfh at mqsoftware.com Wed Jun 28 13:13:49 2006 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Wed, 28 Jun 2006 12:13:49 -0500 Subject: [rt-users] Rtx-Statistics & RT3.4.1 - doesnt update html page Message-ID: <63BEA5E623E09F4D92233FB12A9F79431C7575@emailmn.mqsoftware.com> ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Don McCallum Sent: Wednesday, June 28, 2006 11:31 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Rtx-Statistics & RT3.4.1 - doesnt update html page Hello All, I am trying to install RTx-Statistics on my RT3.4.1 box. The machine was recently upgraded from Rt3.0.(something) to RT3.4.1 with the proper database schema updates. Everything is running great. The way we performed the upgrade was to remove Apache and the previous version of RT, install the new RT and perform the schema updates. Everything is running GREAT. Now I am attempting to install RTx-Statistics 0.1.8 using this procedure: ----cut---- #Perl Makefile.PL Using RT configurations from /opt/rt3/lib/RT.pm: ./html => /opt/rt3/share/html ./lib => /opt/rt3/local/lib kfh: in RTx.pm sub RTx Writing Makefile for RTx::Statistics # make install Writing /usr/local/lib/perl5/site_perl/5.8.8/i686-linux/auto/RTx/Statistics/.pac klist Appending installation info to /usr/local/lib/perl5/5.8.8/i686-linux/perllocal.pod # /etc/rc.d/init.d/httpd restart ---- cut ---- That all looks good to me, the /opt/rt3 is correct and we are using site_perl5.8.8 But when I log into RT, I do not get the statistics side bar. Am I missing something obvious - like having to manually add it into the page or something? [Kelly F. Hickel] Hmm. Did you restart httpd? Oh, and I have also tried to simply un-tar the distribution subdirectories into /opt/rt3/ and /opt/rt3/share (this worked in my old version 3.0.x). [Kelly F. Hickel] Ohh, don't do THAT. You should "undo" that if you haven't already..... Thanks in advance! -Don McCallum [Kelly F. Hickel] -Kelly -------------- next part -------------- An HTML attachment was scrubbed... URL: From blkline at attglobal.net Wed Jun 28 13:46:53 2006 From: blkline at attglobal.net (Barry L. Kline) Date: Wed, 28 Jun 2006 13:46:53 -0400 Subject: [rt-users] Setting Status to Open via Template In-Reply-To: <8E8EBFC69B7B50489C2DD4EDF3DA583001B6B419@exchange1.oakvillehydro.com> References: <8E8EBFC69B7B50489C2DD4EDF3DA583001B6B419@exchange1.oakvillehydro.com> Message-ID: <44A2C08D.909@attglobal.net> Ben Blakely wrote: > Hello All, > > > > I have an update owner change template, but would like to put a line in > there to set the status of the ticket to open. Can someone let me know > how this can be done. > Damn! Can the list administrator please add a "reply-to" address for this mailing list so that clicking on "Reply" sends to the list and not to the sender?! This is my second reply that got sent the wrong direction. Thanks... I replied to Ben with: I think something like this will accomplish what you want, if you embed it in your template: {$Ticket->SetStatus('open');} And he replied to me that it worked fine for him. Barry From michael.liebman at gmail.com Wed Jun 28 13:54:44 2006 From: michael.liebman at gmail.com (Michael Liebman) Date: Wed, 28 Jun 2006 13:54:44 -0400 Subject: [rt-users] Setting Status to Open via Template In-Reply-To: <44A2C08D.909@attglobal.net> References: <8E8EBFC69B7B50489C2DD4EDF3DA583001B6B419@exchange1.oakvillehydro.com> <44A2C08D.909@attglobal.net> Message-ID: On 6/28/06, Barry L. Kline wrote: > > Damn! Can the list administrator please add a "reply-to" address for > this mailing list so that clicking on "Reply" sends to the list and not > to the sender?! This is my second reply that got sent the wrong > direction. Thanks... The short answer is "no". The long answer is http://www.unicom.com/pw/reply-to-harmful.html. At least that has been the response in the past, and I, for one, want to keep it that way. 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" -------------- next part -------------- An HTML attachment was scrubbed... URL: From liuzmus at yahoo.com Wed Jun 28 14:00:56 2006 From: liuzmus at yahoo.com (Zhiming Liu) Date: Wed, 28 Jun 2006 11:00:56 -0700 (PDT) Subject: [rt-users] RTIR 1.1.5 Failed Installation Message-ID: <20060628180056.72358.qmail@web32805.mail.mud.yahoo.com> Please install Module::Install and Module::Install::RTx. Rename inc folder. Run perl Makefile.PL again. Zhiming Liu >I tried to install rtir-1.1.5 and when I run the command perl Makefile.PL >I get the following message: >Cannot autoload main - main::AUTOLOAD at inc/Module/Install.pm line 88. >What could be wrong? __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From ESchultz at corp.untd.com Wed Jun 28 14:14:19 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Wed, 28 Jun 2006 11:14:19 -0700 Subject: [rt-users] Setting Status to Open via Template Message-ID: <5613F89D78D2F545A40423EBA5535C30104DEE05@LAXEVS01.lax.corp.int.untd.com> Brilliant article! -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Michael Liebman Sent: Wednesday, June 28, 2006 10:55 AM To: Barry L. Kline Cc: RT-List Users Subject: Re: [rt-users] Setting Status to Open via Template On 6/28/06, Barry L. Kline wrote: Damn! Can the list administrator please add a "reply-to" address for this mailing list so that clicking on "Reply" sends to the list and not to the sender?! This is my second reply that got sent the wrong direction. Thanks... The short answer is "no". The long answer is http://www.unicom.com/pw/reply-to-harmful.html. At least that has been the response in the past, and I, for one, want to keep it that way. 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 KFCrocker at lbl.gov Wed Jun 28 14:17:57 2006 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 28 Jun 2006 11:17:57 -0700 Subject: [rt-users] Create a new ticket in Queue B on Ticket closed in Queue A In-Reply-To: <005801c69a21$484c8350$476ba8c0@D1SBW92J> References: <005801c69a21$484c8350$476ba8c0@D1SBW92J> Message-ID: <44A2C7D5.7040602@lbl.gov> Hughes, Create a script to move the ticket to the other Queue when Resolved. Kenn LBNL Hugues Lepesant wrote: > > Hello all, > > How can'I make RT (3.6.0) to create on ticket in a queue when a ticket on an > other queue is closed/resolved ? > > Hug > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 serge.bianda at appian.com Wed Jun 28 14:17:39 2006 From: serge.bianda at appian.com (Serge Bianda) Date: Wed, 28 Jun 2006 14:17:39 -0400 Subject: [rt-users] RTIR 1.1.5 Failed Installation Message-ID: Thanks that worked. (actually Module::Install was already there but not Module::Install::RTx) -----Original Message----- From: Zhiming Liu [mailto:liuzmus at yahoo.com] Sent: Wednesday, June 28, 2006 2:01 PM To: Serge Bianda Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RTIR 1.1.5 Failed Installation Please install Module::Install and Module::Install::RTx. Rename inc folder. Run perl Makefile.PL again. Zhiming Liu >I tried to install rtir-1.1.5 and when I run the command perl Makefile.PL >I get the following message: >Cannot autoload main - main::AUTOLOAD at inc/Module/Install.pm line 88. >What could be wrong? __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From blkline at attglobal.net Wed Jun 28 15:08:25 2006 From: blkline at attglobal.net (Barry L. Kline) Date: Wed, 28 Jun 2006 15:08:25 -0400 Subject: [rt-users] Setting Status to Open via Template In-Reply-To: <5613F89D78D2F545A40423EBA5535C30104DEE05@LAXEVS01.lax.corp.int.untd.com> References: <5613F89D78D2F545A40423EBA5535C30104DEE05@LAXEVS01.lax.corp.int.untd.com> Message-ID: <44A2D3A9.7030306@attglobal.net> Schultz, Eric wrote: > The short answer is "no". The long answer is > http://www.unicom.com/pw/reply-to-harmful.html. At least that has been > the response in the past, and I, for one, want to keep it that way. Well, I have been on the net long before the advent of the world-wide-wait and all I can say is, who says you can't teach an old dog a new trick? That was a good article, thanks for the link. I'm using Thunderbird and didn't see the "CC:" heading until I asked TBird to show all headers. Duh!!! . I've been so conditioned by the tons of lists for which I simply click "Reply" that I completely neglected the "Reply to all" button, which would have done what I wanted in the first place. Between that and the fact that I had TBird set to truncate headers, I missed the obvious solution. Forget I even mentioned the "Reply-to" request. I'll sit down and shut up now. Barry From vladimir.jirasek at googlemail.com Wed Jun 28 16:18:17 2006 From: vladimir.jirasek at googlemail.com (Vladimir Jirasek) Date: Wed, 28 Jun 2006 21:18:17 +0100 Subject: [rt-users] rt 3.6.x on Debian sarge In-Reply-To: <9dc3edc00606281301x6f26da3bu4054b47b663d8951@mail.gmail.com> References: <9dc3edc00606281301x6f26da3bu4054b47b663d8951@mail.gmail.com> Message-ID: <9dc3edc00606281318j6be740bav43bddb5f725cf7a@mail.gmail.com> Hello, I have RT instaalled on debian sarge using standard package, i.e. version 3.4.1 (I know very old). I would like to upgrade to 3.6.0 but it seems imposible as a lot of perl modules are not available and mod_perl (I am using this) is in version 1.99 and not 2.0 as required. Has anyone overcome all these issues and has it running? Thanks a lot Vladimir Jirasek -------------- next part -------------- An HTML attachment was scrubbed... URL: From jcolson at voidgate.org Wed Jun 28 19:26:03 2006 From: jcolson at voidgate.org (Joshua Colson) Date: Wed, 28 Jun 2006 16:26:03 -0700 Subject: [rt-users] Command line link tree Message-ID: <1151537163.6525.38.camel@s60r.ination.com> Does anyone know if there is a way to build a hierarchy of tickets via the CLI based on links. Similar to what you see in the [Links] section of the ticket display with the exception of displaying multiple parent tickets at once. I know that I can do something like: rt ls -i "Queue='General' AND CF.{Type} = 'Parent'} | \ sed 's@$@/links@;' | rt show - which provides me with close to what I want but I would like some of the main ticket fields (such as Subject, Owner, etc) included in the output. Thanks. -- Joshua Colson From pjackson at chesapeakeimaging.net Wed Jun 28 21:07:50 2006 From: pjackson at chesapeakeimaging.net (Phillip Jackson) Date: Wed, 28 Jun 2006 21:07:50 -0400 (EDT) Subject: [rt-users] Example.com In Subject Line In-Reply-To: <1151537163.6525.38.camel@s60r.ination.com> Message-ID: <6868155.17931151543270365.JavaMail.root@mailbox.chesapeakeimaging.net> This is an elementary question, but after a trip through dependency hell today and freak Sendmail woes, I'm spent. Where do I change the variables that control the subject line? I'm under the impression I stomped out all instances of "example.com". Regards, Phil Jackson -- Phillip C. Jackson Chief Technology Officer Chesapeake Medical Imaging Tel. 443-716-0410 From venture37 at hotmail.com Wed Jun 28 21:02:13 2006 From: venture37 at hotmail.com (Sevan / Venture37) Date: Thu, 29 Jun 2006 02:02:13 +0100 Subject: [rt-users] Displaying custom fields on at a glance & search result pages Message-ID: I have found the following article in the wiki which covers exactly what I want. http://wiki.bestpractical.com/index.cgi?DisplayCustomFieldsInTicketSearch Unfortunatly some of the files mentioned dont exist on 3.6 & ./share/html/Elements/MyTickets is commented as depreciated. Has anyone got any pointers on trying to achieve the above on RT 3.6? Sevan -- "The truth, the half-truth, and nothing like the truth." - Mark Brandon Read From ran.chen at net263.com Wed Jun 28 21:27:45 2006 From: ran.chen at net263.com (=?UTF-8?B?6ZmI54S2?=) Date: Thu, 29 Jun 2006 09:27:45 +0800 Subject: [rt-users] Example.com In Subject Line References: <6868155.17931151543270365.JavaMail.root@mailbox.chesapeakeimaging.net> Message-ID: <003e01c69b1b$3978fb10$1cc6a8c0@CCF068A4B0192D> Modify rtname in your RT_SiteConfig.pm file ----- Original Message ----- From: "Phillip Jackson" To: "rt-users" Sent: Thursday, June 29, 2006 9:07 AM Subject: [rt-users] Example.com In Subject Line > This is an elementary question, but after a trip through dependency hell today and freak Sendmail woes, I'm spent. > > Where do I change the variables that control the subject line? I'm under the impression I stomped out all instances of "example.com". > > Regards, > Phil Jackson > > -- > Phillip C. Jackson > Chief Technology Officer > Chesapeake Medical Imaging > > Tel. 443-716-0410 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 pjackson at chesapeakeimaging.net Wed Jun 28 22:07:55 2006 From: pjackson at chesapeakeimaging.net (Phillip Jackson) Date: Wed, 28 Jun 2006 22:07:55 -0400 (EDT) Subject: [rt-users] Display.html link Message-ID: <25857985.18081151546875598.JavaMail.root@mailbox.chesapeakeimaging.net> On the "RT at a Glance" window, I can click on both the ID and the Subject to access the ticket. The ID link works fine (http://alesmith.intellirad.net/rt/Ticket/Display.html?id=15) whereas the Subject link does not work (http://alesmith.intellirad.net/Ticket/Display.html?id=15) Thoughts? -- Phillip C. Jackson Chief Technology Officer Chesapeake Medical Imaging Tel. 443-716-0410 From gilmarsantosjr at safernet.org.br Wed Jun 28 23:55:45 2006 From: gilmarsantosjr at safernet.org.br (Gilmar Santos Jr) Date: Thu, 29 Jun 2006 00:55:45 -0300 Subject: [rt-users] Display.html link In-Reply-To: <12250372.18111151549263260.JavaMail.root@mailbox.chesapeakeimaging.net> References: <12250372.18111151549263260.JavaMail.root@mailbox.chesapeakeimaging.net> Message-ID: <44A34F41.4010400@safernet.org.br> Have you upgraded from a previous version? If so, I think the problem is some kind of inconsistency in the database, more precisely in the Attributes table, row named 'HomepageSettings'. The problem appears only on the "RT at a Glance"? Is the link correct in any search? -- Gilmar Santos Jr Phillip Jackson escreveu: > Set($WebPath , "/rt"); > > 3.6.0 on Fedora Core 5 > > -- > Phillip C. Jackson > Chief Technology Officer > Chesapeake Medical Imaging > > Tel. 443-716-0410 > > ----- Original Message ----- > From: Gilmar Santos Jr > To: Phillip Jackson > Sent: Wednesday, June 28, 2006 10:36:24 PM GMT-0500 > Subject: Re: [rt-users] Display.html link > > Phillip Jackson wrote: > > >> On the "RT at a Glance" window, I can click on both the ID and the >> > Subject to access the ticket. The ID link works fine > (http://alesmith.intellirad.net/rt/Ticket/Display.html?id=15) whereas > the Subject link does not work > (http://alesmith.intellirad.net/Ticket/Display.html?id=15) > > Take a look at the $WebPath varable in RT_SiteConfig.pm ;-) > If it's all right, what version are you using? > > -- > Gilmar Santos Jr > > > From hlepesant at veepee.com Thu Jun 29 07:19:45 2006 From: hlepesant at veepee.com (Hugues Lepesant) Date: Thu, 29 Jun 2006 13:19:45 +0200 Subject: [rt-users] Display.html link In-Reply-To: <44A34F41.4010400@safernet.org.br> Message-ID: <004e01c69b6d$ed4265d0$476ba8c0@D1SBW92J> Hello, I've got the same problem on a fresh RT 3.6.0 install. On the page "RT at a glance", on the section "10 highest priority tickets I own", the links in column "#" are ok, but the links on the column "Subject" are not ok. On # : http://suivi.veepee.net/Ticket/Display.html?id=1 On Subject : http://ticket/Display.html?id=1 On the source I have : For # : 1 For Subject : Test 01 I think the two "//" make my browser doing the mistake on the link (tested on IE and Firefox) The problem appears in the box "10 highest priority tickets I own", and in the Search when I clik on the link "10 highest priority tickets I own". Which file must I edit to correct this? Hug From oliveros at cpqd.com.br Thu Jun 29 08:20:08 2006 From: oliveros at cpqd.com.br (Dario Luis Coneglian Oliveros) Date: Thu, 29 Jun 2006 09:20:08 -0300 Subject: [rt-users] What's new in RT 3.6.0 ? Message-ID: <44A3C578.3030000@cpqd.com.br> Hi there, I've been trying to find documentation of all features that were added into RT 3.6.0, but had no success at all. Could anyone please help me out ? Thanks, D?rio From tsmith at loc.gov Thu Jun 29 08:39:21 2006 From: tsmith at loc.gov (Timothy Smith) Date: Thu, 29 Jun 2006 08:39:21 -0400 Subject: [rt-users] What's new in RT 3.6.0 ? Message-ID: >>> Dario Luis Coneglian Oliveros 06/29/06 8:20 AM >>> > I've been trying to find documentation of all features that were added > into RT 3.6.0, but had no success at all. The release announcement has a list of changes. http://lists.bestpractical.com/pipermail/rt-users/2006-June/039902.html Tim Smith From mccallum at nemsys.com Thu Jun 29 09:30:41 2006 From: mccallum at nemsys.com (Don McCallum) Date: Thu, 29 Jun 2006 09:30:41 -0400 Subject: [rt-users] Rtx-Statistics & RT3.4.1 - doesnt update html page In-Reply-To: <63BEA5E623E09F4D92233FB12A9F79431C7575@emailmn.mqsoftware.com> Message-ID: <3BD4EA39EA521A4F9FC0833E28DA1B2B228189@nemdc2.nem.local> Thanks Kelly, Yes, I did restart apache, and I also found out that RT stats IS working properly, but it simply did not update the side bar. If I goto http://rt.x./RTx/Statistics/index.html I can access it just fine. I will edit the sidebar and simply add in that link. Thanks for the response! -Don ________________________________ From: Kelly F. Hickel [mailto:kfh at mqsoftware.com] Sent: Wednesday, June 28, 2006 1:14 PM To: Don McCallum; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Rtx-Statistics & RT3.4.1 - doesnt update html page ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Don McCallum Sent: Wednesday, June 28, 2006 11:31 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Rtx-Statistics & RT3.4.1 - doesnt update html page Hello All, I am trying to install RTx-Statistics on my RT3.4.1 box. The machine was recently upgraded from Rt3.0.(something) to RT3.4.1 with the proper database schema updates. Everything is running great. The way we performed the upgrade was to remove Apache and the previous version of RT, install the new RT and perform the schema updates. Everything is running GREAT. Now I am attempting to install RTx-Statistics 0.1.8 using this procedure: ----cut---- #Perl Makefile.PL Using RT configurations from /opt/rt3/lib/RT.pm: ./html => /opt/rt3/share/html ./lib => /opt/rt3/local/lib kfh: in RTx.pm sub RTx Writing Makefile for RTx::Statistics # make install Writing /usr/local/lib/perl5/site_perl/5.8.8/i686-linux/auto/RTx/Statistics/.pac klist Appending installation info to /usr/local/lib/perl5/5.8.8/i686-linux/perllocal.pod # /etc/rc.d/init.d/httpd restart ---- cut ---- That all looks good to me, the /opt/rt3 is correct and we are using site_perl5.8.8 But when I log into RT, I do not get the statistics side bar. Am I missing something obvious - like having to manually add it into the page or something? [Kelly F. Hickel] Hmm. Did you restart httpd? Oh, and I have also tried to simply un-tar the distribution subdirectories into /opt/rt3/ and /opt/rt3/share (this worked in my old version 3.0.x). [Kelly F. Hickel] Ohh, don't do THAT. You should "undo" that if you haven't already..... Thanks in advance! -Don McCallum [Kelly F. Hickel] -Kelly -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexchorny at gmail.com Thu Jun 29 10:06:32 2006 From: alexchorny at gmail.com (Alexandr Ciornii) Date: Thu, 29 Jun 2006 17:06:32 +0300 Subject: [rt-users] "N" newest unowned tickets Message-ID: <2f1541220606290706i10ce1fa1g82778cde4e50b21@mail.gmail.com> Hello! How can I customize '"N" newest unowned tickets' to add an 'Take' field with empty table header and Take action (as it by default). When using 'NEWLINE' at 'Add Columns:', I get empty field and content of 'Title:' field as table header. I cannot add action with action name, only with Ticket field name. P.S. Web interface only, not with SQL. -- Alexandr Ciornii, http://chorny.net -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Thu Jun 29 10:47:32 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 29 Jun 2006 10:47:32 -0400 Subject: [rt-users] What's new in RT 3.6.0 ? In-Reply-To: <44A3C578.3030000@cpqd.com.br> References: <44A3C578.3030000@cpqd.com.br> Message-ID: <20060629144732.GL27199@bestpractical.com> Have a look at the release notes sent out along with the release. http://lists.bestpractical.com -> RT Announce -> Archives On Thu, Jun 29, 2006 at 09:20:08AM -0300, Dario Luis Coneglian Oliveros wrote: > Hi there, > I've been trying to find documentation of all features that were added > into RT 3.6.0, but had no success at all. > Could anyone please help me out ? > 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 mcdonald at triumf.ca Thu Jun 29 11:23:54 2006 From: mcdonald at triumf.ca (Steven McDonald) Date: Thu, 29 Jun 2006 08:23:54 -0700 Subject: [rt-users] Requestors field is not being set when logged in as privileged user Message-ID: <44A3F08A.8090503@triumf.ca> Hi With RT 3.4.5 when logged in as a privileged user if we change the requestors' email address to be someone other than the user who is logged in the ticket gets created with no requestor assigned to the ticket. Consequently the person for whom you are creating the ticket does not get any email notification. If a non privileged user does the same thing, the requestor field gets filled and the requester is notified, but the GUI reports back an error that the logged in user does not have permission to view the ticket. This I understand and can fix (if I ever want a non-priv user to send a request on someone elses behalf) but I do not understand why the privileged user can not create a ticket for on behalf of somene else. They can change the requestor field later by going to the ticket->people link and setting the requestor, but the requestor is not being set when the ticket is initially created when logged in as a privileged user. Any ideas? Thanks Steve McDonald From tsmith at loc.gov Thu Jun 29 11:44:39 2006 From: tsmith at loc.gov (Timothy Smith) Date: Thu, 29 Jun 2006 11:44:39 -0400 Subject: [rt-users] Combobox and href="#" Message-ID: The combobox custom field type in 3.6.0 is a great idea and I'd love to be able to put it to use. Unfortunately, clicking on the drop-down arrow makes the browser scroll to the top of the page, which destroys the user experience. Does anybody have a way to overcome this? Thanks, Tim Smith From todd at chaka.net Thu Jun 29 12:09:56 2006 From: todd at chaka.net (Todd Chapman) Date: Thu, 29 Jun 2006 12:09:56 -0400 Subject: [rt-users] Combobox and href="#" In-Reply-To: References: Message-ID: <20060629160956.GJ30623@chaka.net> On Thu, Jun 29, 2006 at 11:44:39AM -0400, Timothy Smith wrote: > The combobox custom field type in 3.6.0 is a great idea and I'd love to be able to put it to use. Unfortunately, clicking on the drop-down arrow makes the browser scroll to the top of the page, which destroys the user experience. Does anybody have a way to overcome this? > The same happends with the calendar pop-up. :( From todd at chaka.net Thu Jun 29 14:27:36 2006 From: todd at chaka.net (Todd Chapman) Date: Thu, 29 Jun 2006 14:27:36 -0400 Subject: [rt-users] Example.com In Subject Line In-Reply-To: <6868155.17931151543270365.JavaMail.root@mailbox.chesapeakeimaging.net> References: <1151537163.6525.38.camel@s60r.ination.com> <6868155.17931151543270365.JavaMail.root@mailbox.chesapeakeimaging.net> Message-ID: <20060629182736.GK30623@chaka.net> RT_SiteConfig.pm On Wed, Jun 28, 2006 at 09:07:50PM -0400, Phillip Jackson wrote: > This is an elementary question, but after a trip through dependency hell today and freak Sendmail woes, I'm spent. > > Where do I change the variables that control the subject line? I'm under the impression I stomped out all instances of "example.com". > > Regards, > Phil Jackson > > -- > Phillip C. Jackson > Chief Technology Officer > Chesapeake Medical Imaging > > Tel. 443-716-0410 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 trs at bestpractical.com Thu Jun 29 14:27:44 2006 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 29 Jun 2006 14:27:44 -0400 Subject: [fsck.com #7646] Re: [rt-users] Combobox and href="#" In-Reply-To: <20060629160956.GJ30623@chaka.net> References: <20060629160956.GJ30623@chaka.net> Message-ID: <44A41BA0.9080206@bestpractical.com> Todd Chapman wrote: > On Thu, Jun 29, 2006 at 11:44:39AM -0400, Timothy Smith wrote: >> The combobox custom field type in 3.6.0 is a great idea and I'd love to be able to put it to use. Unfortunately, clicking on the drop-down arrow makes the browser scroll to the top of the page, which destroys the user experience. Does anybody have a way to overcome this? > > The same happends with the calendar pop-up. :( I know I made sure this didn't waaay back in the 3.5-TESTING branch. But looking at the revision log of html/NoAuth/js/util.js, r4068 broke it. http://svn.bestpractical.com/cgi-bin/index.cgi/bps/revision?rev=4068 When you use the onclick handler set via an attribute, returning false will stop the event propagation (and hence moving to the top of the page for hrefs="#"). When attaching events via other means, you need to explicitly call the browser-specific method to stop the event from propagating. The easiest way to fix this is by far to switch back to using the onclick attribute. I don't see how the r4068 improved browser compatibility anyway. Tom From dlamers at elcan.com Thu Jun 29 14:35:11 2006 From: dlamers at elcan.com (Lamers, Dan) Date: Thu, 29 Jun 2006 14:35:11 -0400 Subject: [rt-users] Importing data to RTFM from other sources Message-ID: <0FB8C170485E29419C3ADAC3A13886CA033F549D@EMEXCH004002> I'm new to RT and RTFM but I'm convinced that this is the perfect tool for our IT department! Both modules are installed and working and now I want to start populating a knowledgebase in RTFM. I would like to reformat our existing variety of articles into a format that could be imported into RTFM as a starting point. Does anyone have any hints or a roadmap for populating the RTFM from external sources? 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 justin at jfindlay.us Thu Jun 29 14:42:45 2006 From: justin at jfindlay.us (Justin R Findlay) Date: Thu, 29 Jun 2006 12:42:45 -0600 Subject: [rt-users] RT-3.6.0 + apacke-1.3 + mod_fastcgi-2.4.2 Message-ID: <20060629184245.GA510@jfindlay.us> I have RT setup on a CentOs 4 box with Apache-1.3 and mod_fastcgi and when I try to load the web interface it takes a few minutes before returning a 500 error. I put an ErrorLog directive in the RT virtual host section and here are the contents of that file for a single request. [Thu Jun 29 14:26:16 2006] [error] [client 1.2.3.4] FastCGI: comm with server "/path/to/rt/bin/ mason_handler.fcgi" aborted: idle timeout (120 sec) [Thu Jun 29 14:26:16 2006] [error] [client 1.2.3.4] FastCGI: incomplete headers (0 bytes) received from server "/path/to/rt/bin/mason_handler.fcgi" [Thu Jun 29 14:26:19 2006] [error] [client 1.2.3.4] FastCGI: comm with server "/path/to/rt/bin/ mason_handler.fcgi" aborted: idle timeout (120 sec) [Thu Jun 29 14:26:19 2006] [error] [client 1.2.3.4] FastCGI: incomplete headers (0 bytes) received from server "/path/to/rt/bin/mason_handler.fcgi" [Thu Jun 29 14:26:29 2006] [error] [client 1.2.3.4] FastCGI: comm with server "/path/to/rt/bin/ mason_handler.fcgi" aborted: idle timeout (120 sec) [Thu Jun 29 14:26:29 2006] [error] [client 1.2.3.4] FastCGI: incomplete headers (0 bytes) received from server "/path/to/rt/bin/mason_handler.fcgi" [Thu Jun 29 14:28:16 2006] [error] [client 1.2.3.4] FastCGI: comm with server "/path/to/rt/bin/ mason_handler.fcgi" aborted: idle timeout (120 sec) [Thu Jun 29 14:28:16 2006] [error] [client 1.2.3.4] FastCGI: incomplete headers (0 bytes) received from server "/path/to/rt/bin/mason_handler.fcgi" [Thu Jun 29 14:28:19 2006] [error] [client 1.2.3.4] FastCGI: comm with server "/path/to/rt/bin/ mason_handler.fcgi" aborted: idle timeout (120 sec) [Thu Jun 29 14:28:19 2006] [error] [client 1.2.3.4] FastCGI: incomplete headers (0 bytes) received from server "/path/to/rt/bin/mason_handler.fcgi" [Thu Jun 29 14:28:29 2006] [error] [client 1.2.3.4] FastCGI: comm with server "/path/to/rt/bin/ mason_handler.fcgi" aborted: idle timeout (120 sec) [Thu Jun 29 14:28:29 2006] [error] [client 1.2.3.4] FastCGI: incomplete headers (0 bytes) received from server "/path/to/rt/bin/mason_handler.fcgi" What may I do to try to find out what is causing this error? Justin From david at adboyd.com Thu Jun 29 14:47:04 2006 From: david at adboyd.com (J. David Boyd) Date: Thu, 29 Jun 2006 14:47:04 -0400 Subject: [rt-users] You're almost there! Message-ID: I've installed RT3 on Mandriva LE 2005. (The latest build from the bestpractical site) I've read the docs for how to setup Apache with RT3, but, unfortunately, I know less about Apache than I do about ancient Babylonian salad recipes. I've tried (pound, hammer, saw, wrench) every variation of the examples, but I get nowhere. Does any Mandriva guru out there know just what to change so that I can get RT3 running from the default install locations? TIA, Dave in Largo, FL From todd at chaka.net Thu Jun 29 15:04:42 2006 From: todd at chaka.net (Todd Chapman) Date: Thu, 29 Jun 2006 15:04:42 -0400 Subject: [rt-users] You're almost there! In-Reply-To: References: Message-ID: <20060629190442.GL30623@chaka.net> On Thu, Jun 29, 2006 at 02:47:04PM -0400, J. David Boyd wrote: > I've installed RT3 on Mandriva LE 2005. (The latest build from the > bestpractical site) > > I've read the docs for how to setup Apache with RT3, but, unfortunately, > I know less about Apache than I do about ancient Babylonian salad recipes. > > I've tried (pound, hammer, saw, wrench) every variation of the examples, > but I get nowhere. > > Does any Mandriva guru out there know just what to change so that I can > get RT3 running from the default install locations? > The answer is in the README file. -Todd From david at adboyd.com Thu Jun 29 15:23:11 2006 From: david at adboyd.com (J. David Boyd) Date: Thu, 29 Jun 2006 15:23:11 -0400 Subject: [rt-users] Re: You're almost there! In-Reply-To: <20060629190442.GL30623@chaka.net> References: <20060629190442.GL30623@chaka.net> Message-ID: Todd Chapman wrote: > On Thu, Jun 29, 2006 at 02:47:04PM -0400, J. David Boyd wrote: >> I've installed RT3 on Mandriva LE 2005. (The latest build from the >> bestpractical site) >> >> I've read the docs for how to setup Apache with RT3, but, unfortunately, >> I know less about Apache than I do about ancient Babylonian salad recipes. >> >> I've tried (pound, hammer, saw, wrench) every variation of the examples, >> but I get nowhere. >> >> Does any Mandriva guru out there know just what to change so that I can >> get RT3 running from the default install locations? >> > > The answer is in the README file. > > -Todd > _______________________________________________ Every time I try the settings from the README file, I get an error: Starting httpd2: httpd2: Could not determine the server's fully qualified domain name, using 127.0.0.1 for ServerName I've changed the pertinent parts of the settings to be my machine, and placed it into my httpd2.conf, but I get nowhere. Dave > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 mccallum at nemsys.com Thu Jun 29 15:29:39 2006 From: mccallum at nemsys.com (Don McCallum) Date: Thu, 29 Jun 2006 15:29:39 -0400 Subject: [rt-users] Re: You're almost there! In-Reply-To: Message-ID: <3BD4EA39EA521A4F9FC0833E28DA1B2B22818F@nemdc2.nem.local> David, Try the hostname command to fix that error. Ie: #hostname rt3.domain.local Or edit your /etc/hosts file and add a line that looks like: 127.0.0.1 localhost.localdomain localhost rt36.nem.local Rt36.nem.local is my own local domain name for my rt3.6 box. So use whatever your own local domain name. Then try starting Apache and see if that works. -Don -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of J. David Boyd Sent: Thursday, June 29, 2006 3:23 PM To: rt-users at lists.fsck.com Subject: [rt-users] Re: You're almost there! Todd Chapman wrote: > On Thu, Jun 29, 2006 at 02:47:04PM -0400, J. David Boyd wrote: >> I've installed RT3 on Mandriva LE 2005. (The latest build from the >> bestpractical site) >> >> I've read the docs for how to setup Apache with RT3, but, unfortunately, >> I know less about Apache than I do about ancient Babylonian salad recipes. >> >> I've tried (pound, hammer, saw, wrench) every variation of the examples, >> but I get nowhere. >> >> Does any Mandriva guru out there know just what to change so that I can >> get RT3 running from the default install locations? >> > > The answer is in the README file. > > -Todd > _______________________________________________ Every time I try the settings from the README file, I get an error: Starting httpd2: httpd2: Could not determine the server's fully qualified domain name, using 127.0.0.1 for ServerName I've changed the pertinent parts of the settings to be my machine, and placed it into my httpd2.conf, but I get nowhere. Dave > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 levensen at kessler.com Thu Jun 29 17:10:12 2006 From: levensen at kessler.com (levensen) Date: Thu, 29 Jun 2006 14:10:12 -0700 Subject: [rt-users] CF UI feature request Message-ID: <3942D2FC-9D68-4EC4-ABF4-599A30ADA442@kessler.com> To whom it may concern, have checked RT wiki, and google which has information I could use to probably code this feature (using overlays and/or ?) Here is the idea: I added a custom field called 'Assigned to'for tickets; in addition to Owner and Requestor, the ticket can be 'Assigned to' someone (a User). I typed in the select-from values for this custom field but would have liked to have a dropdown (as there is for Owner for instance) so that 1) RT 'knows' these are valid Users and they correlate to core data and 2) I don't have to type them again. Do you think this is a reasonable addition, not just for our site but RT in general? Thank you. L. Evensen ps, sorry for the previous email with wrong name! -------------- next part -------------- An HTML attachment was scrubbed... URL: From Lesley_Evensen at kessler.com Thu Jun 29 16:59:44 2006 From: Lesley_Evensen at kessler.com (Lesley Evensen) Date: Thu, 29 Jun 2006 13:59:44 -0700 Subject: [rt-users] CF feature suggestion Message-ID: To whom it may concern, I have looked in the RT wiki, which has information I could use to code this feature (by overlays and/or ?); I didn't find a reference to what I am asking about in Google, but I am probably not the first to suggest it. Here is the idea: I added a custom field called 'Assigned to' for tickets s.t. in additionto Owner and Requestor, the ticket is 'Assigned to' someone (a User) to work on. I typed in the select-from values for this custom field but would have liked to have a dropdown (as there is for Owner for instance) so that 1) RT 'knows' these are valid User names and they correlate to core data and 2) I don't have to typethem again. Do you think this is a reasonable addition, not just for our particular site but RT in general? From todd at chaka.net Thu Jun 29 17:29:52 2006 From: todd at chaka.net (Todd Chapman) Date: Thu, 29 Jun 2006 17:29:52 -0400 Subject: [rt-users] CF feature suggestion In-Reply-To: References: Message-ID: <20060629212952.GM30623@chaka.net> On Thu, Jun 29, 2006 at 01:59:44PM -0700, Lesley Evensen wrote: > To whom it may concern, > I have looked in the RT wiki, which has information I could use to > code this feature (by overlays and/or ?); I didn't find a reference to what > I am asking about in Google, but I am probably not the first to suggest it. > Here is the idea: I added a custom field called 'Assigned to' for tickets > s.t. in additionto Owner and Requestor, the ticket is 'Assigned to' someone > (a User) to work on. > I typed in the select-from values for this custom field but would have > liked to have a dropdown (as there is for Owner for instance) so that 1) RT > 'knows' these are valid User names and they correlate to core data and 2) I > don't have to typethem again. > Do you think this is a reasonable addition, not just for our particular site > but RT in general? That will be in 3.8, and 3.6 if I get around to back-porting it. From liuzmus at yahoo.com Thu Jun 29 17:38:07 2006 From: liuzmus at yahoo.com (Zhiming Liu) Date: Thu, 29 Jun 2006 14:38:07 -0700 (PDT) Subject: [rt-users] Custom Fields question? Message-ID: <20060629213807.76224.qmail@web32808.mail.mud.yahoo.com> Hi, How could I create a Custom Field for Tickets that its value is directly correlated to user group? Thanks, Zhiming. __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From mcdonald at triumf.ca Thu Jun 29 18:32:59 2006 From: mcdonald at triumf.ca (Steven McDonald) Date: Thu, 29 Jun 2006 15:32:59 -0700 Subject: [rt-users] Requestor field not being set for priv user Message-ID: <44A4551B.40807@triumf.ca> Hi With RT 3.4.5 when logged in as a privileged user if we change the requesters email address to be someone other than the user who is logged in the ticket gets created with no requester assigned to the ticket. Consequently the person for whom you are creating the ticket does not get any email notification. If a non privileged user does the same thing, teh request field get filled and the requester is notified, but the GUI reports back an error that the logged in user does not have permission to view the ticket. This I understand and can fic with permissions but I do not understand why the privilege user can not create a ticket for on behalf of somene else. Any ideas? Steve McDonald From thebofh at gmail.com Thu Jun 29 20:18:23 2006 From: thebofh at gmail.com (SB) Date: Thu, 29 Jun 2006 17:18:23 -0700 Subject: [rt-users] Apache2::RequestRec missing? Message-ID: I'm attempting to install/config a new installation of RT 3.6.0 and have hit a roadblock. I went through the install of all the perl mods and 'make testdeps' showed: "Everything was found." I config'd apache as instructed also but when I start apache and go to the url I get: [Thu Jun 29 16:47:30 2006] [notice] Apache/2.0.58 (Unix) mod_perl/2.0.2 Perl/v5.8.5 configured -- resuming normal operations [Thu Jun 29 16:47:41 2006] [error] [client 127.0.0.1] Can't locate object method "content_type" via package "Apache2::RequestRec" at /opt/pkg/rt-3.6.0/bin/webmux.pl line 109.\n The important section of webmux.pl is: 103:sub handler { 104: ($r) = @_; 105: 106: local $SIG{__WARN__}; 107: local $SIG{__DIE__}; 108: 109: if ($r->content_type =~ m/^httpd\b.*\bdirectory/i) { 110: use File::Spec::Unix; 111: # Our DirectoryIndex is always index.html, regardless of httpd settings 112: $r->filename( File::Spec::Unix->catfile( $r->filename, 'index.html' ) ); 113: } 114:# elsif (defined( $r->content_type )) { 115: #$r->content_type !~ m!(^text/|\bxml\b)!i or return -1; 116:# } The important section of httpd.conf is: NameVirtualHost *:81 ServerName some.cool.tld DocumentRoot /opt/pkg/rt-3.6.0/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/pkg/rt-3.6.0/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason Any ideas? I tried adding 'PerlModule Apache2::RequestRec' to the httpd.conf but then I got blank pages. From liuzmus at yahoo.com Fri Jun 30 00:39:06 2006 From: liuzmus at yahoo.com (Zhiming Liu) Date: Thu, 29 Jun 2006 21:39:06 -0700 (PDT) Subject: [rt-users] How to setup RT users and groups? Message-ID: <20060630043906.94791.qmail@web32803.mail.mud.yahoo.com> Hi, How to setup RT users and groups that users can only ShowTicket in their own group. Group users can see the tickets, other group users can't. Thanks for help, Zhiming. __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From todd at chaka.net Fri Jun 30 00:43:12 2006 From: todd at chaka.net (Todd Chapman) Date: Fri, 30 Jun 2006 00:43:12 -0400 Subject: [rt-users] Custom Fields question? In-Reply-To: <20060629213807.76224.qmail@web32808.mail.mud.yahoo.com> References: <20060629213807.76224.qmail@web32808.mail.mud.yahoo.com> Message-ID: <20060630044311.GP30623@chaka.net> On Thu, Jun 29, 2006 at 02:38:07PM -0700, Zhiming Liu wrote: > Hi, How could I create a Custom Field for Tickets that > its value is directly correlated to user group? > Thanks, Zhiming. > That is a feature that will be in 3.8. For 3.6 there are callbacks that will let you control the Display/Edit of any custom field, so you could write a component that will do what you want. -Todd From liuzmus at yahoo.com Fri Jun 30 01:45:39 2006 From: liuzmus at yahoo.com (Zhiming Liu) Date: Thu, 29 Jun 2006 22:45:39 -0700 (PDT) Subject: [rt-users] Custom Fields question? In-Reply-To: <20060630044311.GP30623@chaka.net> Message-ID: <20060630054539.38823.qmail@web32815.mail.mud.yahoo.com> Hi Todd, Thanks for your email. Can you tell me a little more the component? Is there any contribution code that I can find on wiki website? I have posted another question about how to Show Tickets in the group only, not cross groups. Do you have any ideas about this? Thanks again, Zhiming. --- Todd Chapman wrote: > On Thu, Jun 29, 2006 at 02:38:07PM -0700, Zhiming > Liu wrote: > > Hi, How could I create a Custom Field for Tickets > that > > its value is directly correlated to user group? > > Thanks, Zhiming. > > > > That is a feature that will be in 3.8. For 3.6 there > are > callbacks that will let you control the Display/Edit > of > any custom field, so you could write a component > that > will do what you want. > > -Todd > __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From gilmarsantosjr at safernet.org.br Fri Jun 30 02:11:30 2006 From: gilmarsantosjr at safernet.org.br (Gilmar Santos Jr) Date: Fri, 30 Jun 2006 03:11:30 -0300 Subject: [rt-users] How to setup RT users and groups? In-Reply-To: <20060630043906.94791.qmail@web32803.mail.mud.yahoo.com> References: <20060630043906.94791.qmail@web32803.mail.mud.yahoo.com> Message-ID: <44A4C092.5060301@safernet.org.br> Zhiming Liu escreveu: > Hi, How to setup RT users and groups that users can > only ShowTicket in their own group. Group users can > see the tickets, other group users can't. Thanks for > help, Zhiming. > Hi, You can create as many queues as you as there are groups and turn on "SeeQueue" and "ShowTicket" for each one related to each group. Ex. There are the A, B and C groups. I create the A_Queue, B_Queue and C_Queue, and then on turn on the SeeQueue, ShowTicket, etc permission on A_Queue to A group and so on... I think it's not possible to make this kind of access control within the same queue... Am I mistaken? -- Gilmar Santos Jr From todd at chaka.net Fri Jun 30 02:14:56 2006 From: todd at chaka.net (Todd Chapman) Date: Fri, 30 Jun 2006 02:14:56 -0400 Subject: [rt-users] Custom Fields question? In-Reply-To: <20060630054539.38823.qmail@web32815.mail.mud.yahoo.com> References: <20060630044311.GP30623@chaka.net> <20060630054539.38823.qmail@web32815.mail.mud.yahoo.com> Message-ID: <20060630061456.GQ30623@chaka.net> On Thu, Jun 29, 2006 at 10:45:39PM -0700, Zhiming Liu wrote: > Hi Todd, > > Thanks for your email. Can you tell me a little more > the component? Is there any contribution code that I > can find on wiki website? Do you know how to create callbacks? /Elements/ShowCustomFields and /Elements/EditCustomField have callbacks that let you set the name of the component for Show/Edit of a given CF. So you create a callback that sets the name, and then you create the component that handles display/edit. I have a callback that you can use as an example: local/html/Callbacks/todd/Elements/EditCustomField/EditComponentName: === <%INIT> return unless $CustomField; my $Comp = $CustomField->Name; $Comp =~ s/\W/_/g; $Comp = $m->callers(1)->dir_path . "/CustomFields/EditCF_$Comp"; $$Name = $m->comp_exists($Comp.$CustomField->id) ? $Comp.$CustomField->id : $m->comp_exists($Comp) ? $Comp : $$Name ; <%ARGS> $Name $CustomField => undef $Object => undef< /%ARGS> === > > I have posted another question about how to Show > Tickets in the group only, not cross groups. Do you > have any ideas about this? Thanks again, Zhiming. > From garry.williams at cbeyond.net Fri Jun 30 08:24:46 2006 From: garry.williams at cbeyond.net (Garry T. Williams) Date: Fri, 30 Jun 2006 08:24:46 -0400 Subject: [rt-users] Setting Status to Open via Template In-Reply-To: <44A2D3A9.7030306@attglobal.net> References: <5613F89D78D2F545A40423EBA5535C30104DEE05@LAXEVS01.lax.corp.int.untd.com> <44A2D3A9.7030306@attglobal.net> Message-ID: <200606300824.46378.garry.williams@cbeyond.net> On Wednesday 28 June 2006 15:08, Barry L. Kline wrote: > Schultz, Eric wrote: [snip] > I've been so > conditioned by the tons of lists for which I simply click "Reply" that I > completely neglected the "Reply to all" button Kmail groks lists, so hitting reply does the Right Thing(tm): sends to the list, of course. -- Garry T. Williams --- 678-656-4579 From david at adboyd.com Fri Jun 30 10:58:07 2006 From: david at adboyd.com (J. David Boyd) Date: Fri, 30 Jun 2006 10:58:07 -0400 Subject: [rt-users] Re: You're almost there! In-Reply-To: <3BD4EA39EA521A4F9FC0833E28DA1B2B22818F@nemdc2.nem.local> References: <3BD4EA39EA521A4F9FC0833E28DA1B2B22818F@nemdc2.nem.local> Message-ID: Don McCallum wrote: > David, > Try the hostname command to fix that error. > Ie: > #hostname rt3.domain.local > > Or edit your /etc/hosts file and add a line that looks like: > > 127.0.0.1 localhost.localdomain localhost rt36.nem.local > > Rt36.nem.local is my own local domain name for my rt3.6 box. So use > whatever your own local domain name. > > Then try starting Apache and see if that works. > Thanks Don, I'll give this a try this weekend... Dave From dimka at elnet.ru Fri Jun 30 11:21:24 2006 From: dimka at elnet.ru (Dmitriy Kozlov) Date: Fri, 30 Jun 2006 19:21:24 +0400 Subject: [rt-users] Double utf bug in RT 3.6.0 and some old versions. Message-ID: <20060630152124.GH24752@enot.telekom.ru> Hi there, For ppl who have problems with national charactes in subject (koi8r, etc). 1. fixing email subject encoding for corspond/comments. 2. fixing email subject encoding via Templates "Subject:" keyword. ps. dont sure about second patch, maybe it was broke something else ;) --- cut here --- diff -ru /root/src/rt-3.6.0/lib/RT/I18N.pm lib/RT/I18N.pm --- /root/src/rt-3.6.0/lib/RT/I18N.pm 2006-01-19 18:11:21.000000000 +0300 +++ lib/RT/I18N.pm 2006-06-30 18:35:11.000000000 +0400 @@ -315,11 +315,13 @@ # now we have got a decoded subject, try to convert into the encoding unless ($charset eq $enc) { + Encode::_utf8_off($enc_str); eval { Encode::from_to($enc_str, $charset, $enc) }; if ($@) { $charset = _GuessCharset( $enc_str ); Encode::from_to($enc_str, $charset, $enc); } + Encode::_utf8_on($enc_str); } # XXX TODO: RT doesn't currently do the right thing with mime-encoded headers --- cut here --- --- cut here --- diff -ru /root/src/rt-3.6.0/lib/RT/Template_Overlay.pm lib/RT/Template_Overlay.pm --- /root/src/rt-3.6.0/lib/RT/Template_Overlay.pm 2006-01-19 18:11:21.000000000 +0300 +++ lib/RT/Template_Overlay.pm 2006-06-30 18:53:03.000000000 +0400 @@ -391,7 +391,7 @@ return ( undef, $self->loc('Template parsing error') ) if $is_broken; # MIME::Parser has problems dealing with high-bit utf8 data. - Encode::_utf8_off($retval); +# Encode::_utf8_off($retval); return ($retval); } --- cut here --- -- Signed, Dmitriy Kozlov ---------------------------------- System, Network & Security Analyst Elvis-Telecom, +7 495 7774308 From KFCrocker at lbl.gov Fri Jun 30 11:36:44 2006 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 30 Jun 2006 08:36:44 -0700 Subject: [rt-users] How to setup RT users and groups? In-Reply-To: <44A4C092.5060301@safernet.org.br> References: <20060630043906.94791.qmail@web32803.mail.mud.yahoo.com> <44A4C092.5060301@safernet.org.br> Message-ID: <44A5450C.1020405@lbl.gov> 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 Gilmar Santos Jr wrote: > Zhiming Liu escreveu: >> Hi, How to setup RT users and groups that users can >> only ShowTicket in their own group. Group users can >> see the tickets, other group users can't. Thanks for >> help, Zhiming. >> > Hi, > You can create as many queues as you as there are groups and turn on > "SeeQueue" and "ShowTicket" for each one related to each group. > Ex. There are the A, B and C groups. I create the A_Queue, B_Queue and > C_Queue, and then on turn on the SeeQueue, ShowTicket, etc permission on > A_Queue to A group and so on... > > I think it's not possible to make this kind of access control within the > same queue... Am I mistaken? > > -- > Gilmar Santos Jr > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > From gilmarsantosjr at safernet.org.br Fri Jun 30 11:47:59 2006 From: gilmarsantosjr at safernet.org.br (Gilmar Santos Jr) Date: Fri, 30 Jun 2006 12:47:59 -0300 Subject: [rt-users] rt 3.6.x on Debian sarge Message-ID: <44A547AF.4010708@safernet.org.br> Hi, I'm also using RT on debian sarge, but I backported the libapache2-mod-perl2, perl, and some related libs from unstable. Currently I'm running 3.4.4, and within a few weeks 3.6.0 There is no package available for RT 3.6.0 even in unstable branch, so I had to make the packages by myself. My test server is alredy running 3.6.0 without problems :-) That (backports + unofficial packages) is not a very goog solution, cause I have to mantain the backports (In case of security updates, bug fixes, etc I have to rebuild the packages). If Iim not mistaken there is a server for backported packages, but I prefer to use mine... -- Gilmar Santos Jr From gilmarsantosjr at safernet.org.br Fri Jun 30 12:10:46 2006 From: gilmarsantosjr at safernet.org.br (Gilmar Santos Jr) Date: Fri, 30 Jun 2006 13:10:46 -0300 Subject: [rt-users] How to setup RT users and groups? In-Reply-To: <44A5450C.1020405@lbl.gov> References: <20060630043906.94791.qmail@web32803.mail.mud.yahoo.com> <44A4C092.5060301@safernet.org.br> <44A5450C.1020405@lbl.gov> Message-ID: <44A54D06.8030307@safernet.org.br> 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 > From gh at mixxerinc.com Fri Jun 30 13:46:08 2006 From: gh at mixxerinc.com (garrett honeycutt) Date: Fri, 30 Jun 2006 10:46:08 -0700 Subject: [rt-users] rt-setup-database erroring with Locale::Maketext::Lexicon Message-ID: <1151689568.32004.18.camel@gspot.internal.3gupload.com> 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. I started with perl 5.8.7 and upgraded. Also downloaded older versions Locale-Maketext-1.04 and Locale-Maketext-Lexicon-0.25 without any luck. Any suggestions on how I can get the etc/upgrade/3.5.1/content into my system and finish this upgrade? Thanks, -g -- // Garrett Honeycutt // Systems Engineer // Mixxer.com // // 206.973.3556 From cabal at u.washington.edu Fri Jun 30 15:01:54 2006 From: cabal at u.washington.edu (John H. Nyhuis) Date: Fri, 30 Jun 2006 12:01:54 -0700 (PDT) Subject: [rt-users] Q: How to make a user signature appear at the top of email coorespondance, instead of the bottom? Message-ID: Greetings, My RT users and I have signatures that we want to appear at the top (bottom is default) of the body of any coorespondance email. When they respond to tickets, RT3.4 quotes the ticket content, but places the RT user's signature on the bottom, forcing the recipients of the coorespondance to scan through a long list of comments and coorespondance to get to the bottom where they actually see who answered them. When tickets get bounced around to several admins, this get's confusing fast. Changeing the order of the items in the coorespondence template does not seem to effect whether signatures go to the top or bottom of the RT correspondance reply. Can anyone point me in the right direction for changing signature location since it does not seem to be controlled in the template? 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 gilmarsantosjr at safernet.org.br Fri Jun 30 16:19:23 2006 From: gilmarsantosjr at safernet.org.br (Gilmar Santos Jr) Date: Fri, 30 Jun 2006 17:19:23 -0300 Subject: [rt-users] Q: How to make a user signature appear at the top of email coorespondance, instead of the bottom? In-Reply-To: References: Message-ID: <44A5874B.7070702@safernet.org.br> Hi, John. I don't know if this could be done with some callback, but you can change the html/Elements/MessageBox file. (See patch attached) Refer to CleanlyCustomizeRT[1]: "Using the 'local' directory". [1] - http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT -- Gilmar Santos Jr. John H. Nyhuis escreveu: > Greetings, > > My RT users and I have signatures that we want to appear at the > top (bottom is default) of the body of any coorespondance email. When > they respond to tickets, RT3.4 quotes the ticket content, but places > the RT user's signature on the bottom, forcing the recipients of the > coorespondance to scan through a long list of comments and > coorespondance to get to the bottom where they actually see who > answered them. When tickets get bounced around to several admins, > this get's confusing fast. > > Changeing the order of the items in the coorespondence template > does not seem to effect whether signatures go to the top or bottom of > the RT correspondance reply. > > Can anyone point me in the right direction for changing signature > location since it does not seem to be controlled in the template? > > 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 -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: MessageBox.patch.txt URL: From tgraziano at myitdepartment.net Fri Jun 30 17:33:41 2006 From: tgraziano at myitdepartment.net (Tony Graziano) Date: Fri, 30 Jun 2006 17:33:41 -0400 Subject: [rt-users] Move to new hardware question or prune database? Message-ID: I have a need to move to new hardware (rather soon) to fix a disk issue if there is not a way to "prune" the disk space the system is taking up now. I have an old installation RT 3.0.10/Centos3/Mysql using an RPM installation method and it is not really clear where everything is set up in order to do an inplace upgrade. Can the database be pruned back somewhere? There are a lot of "old tickets" with attachments (hundreds with attachments of about 1MB or so) or should I just build a new system and copy the DB to the new install and hope the schema changes, etc. will all work? Any suggestions are appreciated. Tony From gilmarsantosjr at safernet.org.br Fri Jun 30 19:04:07 2006 From: gilmarsantosjr at safernet.org.br (Gilmar Santos Jr) Date: Fri, 30 Jun 2006 20:04:07 -0300 Subject: [rt-users] How to setup RT users and groups? In-Reply-To: <20060630223900.38388.qmail@web32806.mail.mud.yahoo.com> References: <20060630223900.38388.qmail@web32806.mail.mud.yahoo.com> Message-ID: <44A5ADE7.9030004@safernet.org.br> Hi Zhiming, I don't think that's possible, cause a ticket may have at most one owner (enven when it has "no owner" it's owned by RT::Nobody) and the permissions are queue's properties (If someone has the "ShowTicket" permission for some queue, then all tickets in the queue can be shown to him). But if it could be possible, what would be done when a new ticket comes? The super user would have to assign the new ticket to a group, right? What if a hundred tickets were created in a day? Think about using more than one queue, even if these queues have the same templates and scrips (in which case you can make them global, or replicate in each queue if the first isn't a good idea), differing only in ACL. -- Gilmar Santos Jr Zhiming Liu escreveu: > Hi Gilmar, Got your answer, thanks. > > This is what I what to do on RT: Create one queue and > several groups in the queue. A super user assigns a > ticket to a group of users and users that are not in > the assigned group CANNOT see the ticket. > > Is this possible? Thanks, Zhiming. >

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