From les at futuresource.com  Wed Mar  1 00:01:23 2006
From: les at futuresource.com (Les Mikesell)
Date: Tue, 28 Feb 2006 23:01:23 -0600
Subject: [rt-users] login problem I can't login with root password
In-Reply-To: <20060301042559.14262.qmail@web33802.mail.mud.yahoo.com>
References: <20060301042559.14262.qmail@web33802.mail.mud.yahoo.com>
Message-ID: <1141189282.3514.4.camel@les-home.futuresource.com>

On Tue, 2006-02-28 at 22:25, zhou jian wrote:
> Using your link, I reinstalled with rt3.4.2 this
> evening. The login problem still exists.
> 
> [Tue Feb 28 22:16:06 2006] [error] [client
> 128.255.163.124] FastCGI: server
> "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of
> uninitialized value in length at
> /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Resolver/File.pm
> line 52.
> 
> 
> Do you have any ideas about this? Since I am using
> fasgcgi this time, the error message is different.

I think you need a Mason version below 1.30 for RT before
3.4.4.  Or use a newer RT version with current Mason.

-- 
  Les Mikesell
    les at futuresource.com




From jesse at bestpractical.com  Wed Mar  1 00:04:18 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 1 Mar 2006 00:04:18 -0500
Subject: [rt-users] spreadsheet upload?
In-Reply-To: <20060301023914.64051.qmail@web53109.mail.yahoo.com>
References: <20060301023914.64051.qmail@web53109.mail.yahoo.com>
Message-ID: <20060301050417.GD31943@bestpractical.com>




On Tue, Feb 28, 2006 at 06:39:14PM -0800, Jeff Lee wrote:
> Hi All,
>    
>   I'm a RT newbie and was wondering if anyone has developed anything that would allow a user to upload an updated spreadsheet (that was downloaded through RT) with field changes. I found some info on using the "offline" feature and I guess I could write soemthing that takes the spreadsheet and translates it into the template format, but I was wodnering if anyone has done such a thing already.

Yep! And it's in RT 3.6.

Jesse


From sunzhoujian at yahoo.com  Wed Mar  1 00:24:18 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Tue, 28 Feb 2006 21:24:18 -0800 (PST)
Subject: [rt-users] login problem I can't login with root password
In-Reply-To: <1141189282.3514.4.camel@les-home.futuresource.com>
Message-ID: <20060301052418.47064.qmail@web33809.mail.mud.yahoo.com>

Are you the developer rt? 

--- Les Mikesell <les at futuresource.com> wrote:

> On Tue, 2006-02-28 at 22:25, zhou jian wrote:
> > Using your link, I reinstalled with rt3.4.2 this
> > evening. The login problem still exists.
> > 
> > [Tue Feb 28 22:16:06 2006] [error] [client
> > 128.255.163.124] FastCGI: server
> > "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of
> > uninitialized value in length at
> >
>
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Resolver/File.pm
> > line 52.
> > 
> > 
> > Do you have any ideas about this? Since I am using
> > fasgcgi this time, the error message is different.
> 
> I think you need a Mason version below 1.30 for RT
> before
> 3.4.4.  Or use a newer RT version with current
> Mason.
> 
> -- 
>   Les Mikesell
>     les at futuresource.com
> 
> 
> 


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
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From les at futuresource.com  Wed Mar  1 00:37:48 2006
From: les at futuresource.com (Les Mikesell)
Date: Tue, 28 Feb 2006 23:37:48 -0600
Subject: [rt-users] login problem I can't login with root password
In-Reply-To: <20060301052418.47064.qmail@web33809.mail.mud.yahoo.com>
References: <20060301052418.47064.qmail@web33809.mail.mud.yahoo.com>
Message-ID: <1141191468.3514.7.camel@les-home.futuresource.com>

On Tue, 2006-02-28 at 23:24, zhou jian wrote:
> Are you the developer rt? 

No, but I ran into the Mason version issue too.  Here
is another reference:
http://marc.theaimsgroup.com/?l=rt-users&m=112437972905790&w=2

-- 
  Les Mikesell
   les at futuresource.com




From liuhl at cn.is-one.net  Wed Mar  1 01:08:40 2006
From: liuhl at cn.is-one.net (=?gb2312?B?wfW668D7?=)
Date: Wed, 1 Mar 2006 14:08:40 +0800
Subject: [rt-users] RT 3.4.5  installation error
Message-ID: <200603010557.k215vgn30964@mail.cn.is-one.net>

Hello,

 

My packages:

 rt-3.4.5

Apache/2.2.0 (Unix) mod_perl/2.0.2 Perl/v5.8.8, 

RedHat 7.3 Linux

 

When I finished the installation RT and first access the page ,I got the
following error message, can someone give me some advice?

 

Regards

System error


error: 

mkdir /usr/local/apache/htdocs/rt/var/mason_data/obj: Permission denied at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Compiler/ToObject.pm line
102


context: 


... 

 


265: 

# whether they should generate a full stack trace (confess() and cluck())


266: 

# or simply report the caller's package (croak() and carp()), respectively.


267: 

# confess() and croak() die, carp() and cluck() warn.


268: 

 


269: 

sub croak { die shortmess @_ }


270: 

sub confess { die longmess @_ }


271: 

sub carp { warn shortmess @_ }


272: 

sub cluck { warn longmess @_ }


273: 

 


... 

 


code stack: 

/usr/local/lib/perl5/5.8.8/Carp.pm:269
/usr/local/lib/perl5/5.8.8/File/Path.pm:168
/usr/local/lib/perl5/5.8.8/File/Path.pm:161
/usr/local/lib/perl5/5.8.8/File/Path.pm:161
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Compiler/ToObject.pm:102
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:434
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:238
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:204
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:97
/usr/local/lib/perl5/site_perl/5.8.8/Class/Container.pm:275
/usr/local/lib/perl5/site_perl/5.8.8/Class/Container.pm:353
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:348
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:869
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:823
/usr/local/apache/htdocs/rt/bin/webmux.pl:123
-e:0

raw error <http://192.168.20.104/#raw#raw> 































mkdir /usr/local/apache/htdocs/rt/var/mason_data/obj: Permission denied at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Compiler/ToObject.pm line
102
 
 
Trace begun at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Exceptions.pm
line 129
HTML::Mason::Exceptions::rethrow_exception('mkdir
/usr/local/apache/htdocs/rt/var/mason_data/obj: Permission denied at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Compiler/ToObject.pm line
102^J') called at /usr/local/lib/perl5/5.8.8/Carp.pm line 269
Carp::croak('mkdir /usr/local/apache/htdocs/rt/var/mason_data/obj:
Permission denied') called at /usr/local/lib/perl5/5.8.8/File/Path.pm line
168
File::Path::mkpath('/usr/local/apache/htdocs/rt/var/mason_data/obj', 0, 509)
called at /usr/local/lib/perl5/5.8.8/File/Path.pm line 161
File::Path::mkpath('/usr/local/apache/htdocs/rt/var/mason_data/obj/386575762
8', 0, 509) called at /usr/local/lib/perl5/5.8.8/File/Path.pm line 161
File::Path::mkpath('/usr/local/apache/htdocs/rt/var/mason_data/obj/386575762
8/standard', 0, 509) called at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Compiler/ToObject.pm line
102
HTML::Mason::Compiler::ToObject::compile_to_file(undef, 'file',
'/usr/local/apache/htdocs/rt/var/mason_data/obj/3865757628/standard/index.ht
ml.obj', 'source', 'HTML::Mason::ComponentSource=HASH(0x983685c)') called at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm line 434
HTML::Mason::Interp::load('HTML::Mason::Interp=HASH(0x921fe3c)',
'/index.html') called at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 238
eval {...} at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm
line 223
HTML::Mason::Request::_initialize('HTML::Mason::Request::ApacheHandler=HASH(
0x96865a0)') called at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 204
HTML::Mason::Request::new('HTML::Mason::Request::ApacheHandler',
'error_mode', 'output', 'autoflush', 0, 'error_format', 'html', 'interp',
'HTML::Mason::Interp=HASH(0x921fe3c)', 'comp', '/index.html', 'args',
'ARRAY(0x918ebc4)', 'ah', 'HTML::Mason::ApacheHandler=HASH(0x921fce0)',
'apache_req', 'Apache2::RequestRec=SCALAR(0x8a07efc)', 'container',
'HASH(0x9685ff4)') called at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 97
HTML::Mason::Request::ApacheHandler::new('HTML::Mason::Request::ApacheHandle
r', 'error_mode', 'output', 'autoflush', 0, 'error_format', 'html',
'interp', 'HTML::Mason::Interp=HASH(0x921fe3c)', 'comp', '/index.html',
'args', 'ARRAY(0x918ebc4)', 'ah',
'HTML::Mason::ApacheHandler=HASH(0x921fce0)', 'apache_req',
'Apache2::RequestRec=SCALAR(0x8a07efc)', 'container', 'HASH(0x9685ff4)')
called at /usr/local/lib/perl5/site_perl/5.8.8/Class/Container.pm line 275
Class::Container::call_method('HTML::Mason::Interp=HASH(0x921fe3c)',
'request', 'new', 'interp', 'HTML::Mason::Interp=HASH(0x921fe3c)', 'comp',
'/index.html', 'args', 'ARRAY(0x918ebc4)', 'ah',
'HTML::Mason::ApacheHandler=HASH(0x921fce0)', 'apache_req',
'Apache2::RequestRec=SCALAR(0x8a07efc)', 'container', 'HASH(0x9685ff4)')
called at /usr/local/lib/perl5/site_perl/5.8.8/Class/Container.pm line 353
Class::Container::create_delayed_object('interp',
'HTML::Mason::Interp=HASH(0x921fe3c)', 'comp', '/index.html', 'args',
'ARRAY(0x918ebc4)', 'ah', 'HTML::Mason::ApacheHandler=HASH(0x921fce0)',
'apache_req', 'Apache2::RequestRec=SCALAR(0x8a07efc)', 'container',
'HASH(0x9685ff4)') called at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm line 348
HTML::Mason::Interp::make_request('HTML::Mason::Interp=HASH(0x921fe3c)',
'comp', '/index.html', 'args', 'ARRAY(0x918ebc4)', 'ah',
'HTML::Mason::ApacheHandler=HASH(0x921fce0)', 'apache_req',
'Apache2::RequestRec=SCALAR(0x8a07efc)') called at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 869
eval {...} at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.
pm line 868
HTML::Mason::ApacheHandler::prepare_request('HTML::Mason::ApacheHandler=HASH
(0x921fce0)', 'Apache2::RequestRec=SCALAR(0x8a07efc)') called at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 823
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(
0x921fce0)', 'Apache2::RequestRec=SCALAR(0x8a07efc)') called at
/usr/local/apache/htdocs/rt/bin/webmux.pl line 123
eval {...} at /usr/local/apache/htdocs/rt/bin/webmux.pl line 123
RT::Mason::handler('Apache2::RequestRec=SCALAR(0x8a07efc)') called at -e
line 0
eval {...} at -e line 0

 

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From honza at rezab.org  Wed Mar  1 04:39:26 2006
From: honza at rezab.org (Honza Rezab)
Date: Wed, 01 Mar 2006 10:39:26 +0100
Subject: [rt-users] webmux.pl - content_type error
Message-ID: <44056BCE.5020508@rezab.org>

Hello all.

I have problem with new RT.
I installed RT 3.4.5. on my debian.
I have Apache 2.0.52 with mod_perl/2.0.2.
Perl is 5.8.4.

When I make "make testdeps" I see "all is OK (found)".

Configuration in httpd.conf is:

<VirtualHost *:80>
         ServerName helpdesk.domain.cz
         DocumentRoot /opt/rt3/share/html
         AddDefaultCharset UTF-8
         LogFormat "%h %l %u %t \"%r\" %>s %b" common
         CustomLog logs/helpdesk.domain.cz.access_log common
         ErrorLog logs/helpdesk.domain.cz.error_log

         PerlModule Apache::DBI
         PerlRequire /opt/rt3/bin/webmux.pl

         <Location />
                 SetHandler perl-script
                 PerlHandler RT::Mason
         </Location>
</VirtualHost>

If I want view web interface, I see only "500 Internal 
Server Error" and in apache logs is:

Can't locate object method "content_type" via package 
"Apache2::RequestRec" at /opt/rt3/bin/webmux.pl line 108.\n

Can you help me???

-- 
Jan Rezab
------------------------------
Mobil:        +420 603 553 811
E-mail:        honza at rezab.org
WWW:      http://www.rezab.org
ICQ:               153 407 507
Yahoo IM:          honza.rezab
AIM:                honzarezab
------------------------------

Dobra nalada nevyresi vsechny tvoje problemy,
ale nasere tolik lidi, ze stoji za to si ji pestovat.


From ruslan.zakirov at gmail.com  Wed Mar  1 06:32:15 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 1 Mar 2006 14:32:15 +0300
Subject: [rt-users] RT 3.4.5 installation error
In-Reply-To: <200603010557.k215vgn30964@mail.cn.is-one.net>
References: <200603010557.k215vgn30964@mail.cn.is-one.net>
Message-ID: <589c94400603010332u6ed0c9eq82ac8b534afd0895@mail.gmail.com>

On 3/1/06, ??? <liuhl at cn.is-one.net> wrote:
>
>
>
> Hello,
>
>
>
> My packages:
>
>  rt-3.4.5
>
> Apache/2.2.0 (Unix) mod_perl/2.0.2 Perl/v5.8.8,
>
> RedHat 7.3 Linux
>
>
>
> When I finished the installation RT and first access the page ,I got the following error message, can someone give me some advice?
>
>
>
> Regards
>
> System error
>
>
> error:
>
> mkdir   /usr/local/apache/htdocs/rt/var/mason_data/obj: Permission denied at   /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Compiler/ToObject.pm   line 102
>
[snip]

configure script in RT tarball has two options --with-web-user and
--with-web-group that you should b specified if your apache runs under
user:group different from default web:web.

--
Best regards, Ruslan.

From mgurtovenko at swsoft.com  Wed Mar  1 08:31:43 2006
From: mgurtovenko at swsoft.com (Maksim Gurtovenko)
Date: Wed, 1 Mar 2006 19:31:43 +0600
Subject: [rt-users] Parsing CC from correspondence messages
Message-ID: <13510592114.20060301193143@swsoft.com>

Hello rt-users,

  Is it possible to set up RT to parse Cc fields of all ingoing
  messages and add found emails to Ticket CC? Our Customers often add
  someone to Cc and they want them to watch whole discussion.

  I tried to find solution, but I found only
  $ParseNewMessageForTicketCcs setting, but it works only while ticket
  creation, and we need it to work with all correspondence.

-- 
Maksim Gurtovenko
Internal Development Engineer
SWsoft, Inc.
E-mail: mgurtovenko at swsoft.com




From todd at chaka.net  Wed Mar  1 10:12:58 2006
From: todd at chaka.net (Todd Chapman)
Date: Wed, 1 Mar 2006 10:12:58 -0500
Subject: [rt-users] Parsing CC from correspondence messages
In-Reply-To: <13510592114.20060301193143@swsoft.com>
References: <13510592114.20060301193143@swsoft.com>
Message-ID: <20060301151258.GA28794@chaka.net>

On Wed, Mar 01, 2006 at 07:31:43PM +0600, Maksim Gurtovenko wrote:
> Hello rt-users,
> 
>   Is it possible to set up RT to parse Cc fields of all ingoing
>   messages and add found emails to Ticket CC? Our Customers often add
>   someone to Cc and they want them to watch whole discussion.
> 
>   I tried to find solution, but I found only
>   $ParseNewMessageForTicketCcs setting, but it works only while ticket
>   creation, and we need it to work with all correspondence.

You are right that RT only does this on ticket creation. You
could write a scrip that adds CCs for correspondence.

RT::Interface::Email::ParseCcAddressesFromHead() might be
useful to you.

-Todd


From sunzhoujian at yahoo.com  Wed Mar  1 11:28:27 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Wed, 1 Mar 2006 08:28:27 -0800 (PST)
Subject: [rt-users] login problem I can't login with root password
In-Reply-To: <1141191468.3514.7.camel@les-home.futuresource.com>
Message-ID: <20060301162827.91389.qmail@web33809.mail.mud.yahoo.com>

But I didn't encounter the error as your link
indicated.

--- Les Mikesell <les at futuresource.com> wrote:

> On Tue, 2006-02-28 at 23:24, zhou jian wrote:
> > Are you the developer rt? 
> 
> No, but I ran into the Mason version issue too. 
> Here
> is another reference:
>
http://marc.theaimsgroup.com/?l=rt-users&m=112437972905790&w=2
> 
> -- 
>   Les Mikesell
>    les at futuresource.com
> 
> 
> 


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


From colin at tti.hn  Wed Mar  1 11:32:55 2006
From: colin at tti.hn (Colin Bird)
Date: Wed, 01 Mar 2006 10:32:55 -0600
Subject: [rt-users] Custom Fields in Other Languages?
Message-ID: <4405CCB7.8040701@tti.hn>

Is this possible?  I need to support both spanish and english names for 
the custom fields and, if possible, the queue names.  Please let me know 
- a simple "no" is better than no response !

Colin


From sunzhoujian at yahoo.com  Wed Mar  1 11:47:03 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Wed, 1 Mar 2006 08:47:03 -0800 (PST)
Subject: [rt-users] login problem I can't login with root password
Message-ID: <20060301164703.61022.qmail@web33801.mail.mud.yahoo.com>

Hello everyone,

Did you encounter this error before? Somehow I have
seen the light of RT, but I can't log in with the
default setting. It is really tough for me.

If you are the developer of RT or familiar with this
one, please give me some hints. I believe that other
people also encounter the same problem. I may can't
have money to pay for the support. However, I believe
if we can make RT easier to install and use. It
certainly can attract more people to use it and form
some kind of positive cycle. Eventually, your company
may make money out of it like Red Hat is doing right
now.

Thanks,
--Paul

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


From sunzhoujian at yahoo.com  Wed Mar  1 12:11:41 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Wed, 1 Mar 2006 09:11:41 -0800 (PST)
Subject: [rt-users] login problem I can't login with root password
In-Reply-To: <1141191468.3514.7.camel@les-home.futuresource.com>
Message-ID: <20060301171141.64346.qmail@web33807.mail.mud.yahoo.com>

I installed RT3.4.5 again. It will display the right
version in the login page. However, I still get the
same error. For avoiding typo, I copy&paste the
password to the password section. It still doesn't
work. Could you give me a copy of your httpd.conf and
RT_SiteConfig.pm(Please ** the ipaddress) for a
comparative study?
 
--- Les Mikesell <les at futuresource.com> wrote:

> On Tue, 2006-02-28 at 23:24, zhou jian wrote:
> > Are you the developer rt? 
> 
> No, but I ran into the Mason version issue too. 
> Here
> is another reference:
>
http://marc.theaimsgroup.com/?l=rt-users&m=112437972905790&w=2
> 
> -- 
>   Les Mikesell
>    les at futuresource.com
> 
> 
> 

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


From mercy at telemost.ru  Wed Mar  1 11:51:02 2006
From: mercy at telemost.ru (Catherina V. Epifanova)
Date: Wed, 1 Mar 2006 19:51:02 +0300
Subject: [rt-users] Custom Fields in Other Languages?
In-Reply-To: <4405CCB7.8040701@tti.hn>
References: <4405CCB7.8040701@tti.hn>
Message-ID: <20060301195102.0ee98c12@arhtopterixo.telemost.ru>

You can create custom fields on spanish (i was created some fields on
russian) 
but i think it's not a good idea (it's only my imho)

On Wed, 01 Mar 2006 10:32:55 -0600
Colin Bird <colin at tti.hn> wrote:

> Is this possible?  I need to support both spanish and english names
> for the custom fields and, if possible, the queue names.  Please let
> me know 
> - a simple "no" is better than no response !
> 
> Colin
> _______________________________________________
> 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


-- 
WBR, Catherina V. Epifanova


From chaim.rieger at gmail.com  Wed Mar  1 12:40:12 2006
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Wed, 01 Mar 2006 09:40:12 -0800
Subject: [rt-users] login problem I can't login with root password
In-Reply-To: <20060301171141.64346.qmail@web33807.mail.mud.yahoo.com>
References: <20060301171141.64346.qmail@web33807.mail.mud.yahoo.com>
Message-ID: <4405DC7C.6000002@gmail.com>

in the past week you tried cgi, mod_perl and apache2 and 1.

the only common issue here is that you are running mysql5,


can you setup mysql 4.1 and give it a shot.


zhou jian wrote:
> I installed RT3.4.5 again. It will display the right
> version in the login page. However, I still get the
> same error. For avoiding typo, I copy&paste the
> password to the password section. It still doesn't
> work. Could you give me a copy of your httpd.conf and
> RT_SiteConfig.pm(Please ** the ipaddress) for a
> comparative study?
>  
> --- Les Mikesell <les at futuresource.com> wrote:
> 
>> On Tue, 2006-02-28 at 23:24, zhou jian wrote:
>>> Are you the developer rt? 
>> No, but I ran into the Mason version issue too. 
>> Here
>> is another reference:
>>
> http://marc.theaimsgroup.com/?l=rt-users&m=112437972905790&w=2
>> -- 
>>   Les Mikesell
>>    les at futuresource.com
>>
>>
>>
> 
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam protection around 
> http://mail.yahoo.com 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
> 



From colin at tti.hn  Wed Mar  1 13:04:49 2006
From: colin at tti.hn (Colin Bird)
Date: Wed, 01 Mar 2006 12:04:49 -0600
Subject: [rt-users] Custom Fields in Other Languages?
Message-ID: <4405E241.2010307@tti.hn>

What i'd like to do is have normal (english) custom fields but then provide resources so that 
these fields are displayed in other languages (just like the rest of the ui).  Currently, if a 
spanish user logs in, everything is in spanish except queue names, custom fields, groups, etc.

Colin
/
> You can create custom fields on spanish (i was created some fields on
> russian) 
> but i think it's not a good idea (it's only my imho)
>
> On Wed, 01 Mar 2006 10:32:55 -0600
> Colin Bird <colin at tti.hn <http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users>> wrote:
>
> >/ Is this possible?  I need to support both spanish and english names
> />/ for the custom fields and, if possible, the queue names.  Please let
> />/ me know 
> />/ - a simple "no" is better than no response !
> />/ 
> />/ Colin/

/



From les at futuresource.com  Wed Mar  1 13:15:52 2006
From: les at futuresource.com (Les Mikesell)
Date: Wed, 01 Mar 2006 12:15:52 -0600
Subject: [rt-users] login problem I can't login with root password
In-Reply-To: <20060301171141.64346.qmail@web33807.mail.mud.yahoo.com>
References: <20060301171141.64346.qmail@web33807.mail.mud.yahoo.com>
Message-ID: <1141236951.2550.9.camel@moola.futuresource.com>

On Wed, 2006-03-01 at 11:11, zhou jian wrote:
> I installed RT3.4.5 again. It will display the right
> version in the login page. However, I still get the
> same error. For avoiding typo, I copy&paste the
> password to the password section. It still doesn't
> work. Could you give me a copy of your httpd.conf and
> RT_SiteConfig.pm(Please ** the ipaddress) for a
> comparative study?

Mine won't help with a password issue because I'm
using apache's authentication with

Set($WebExternalAuth , 1); in RT_SiteConfig.pm and

# no authentication needed for Noauth 
  <LocationMatch "/NoAuth">
        Satisfy Any
        Allow from all
   </LocationMatch>
# but login everywhere else
   <Location />
      AddDefaultCharset UTF-8
      AuthType Basic
      Authname Mydomain
          require valid-user
  </Location>

In the relevant VirtualHost section of httpd.conf.  I've
also dropped in mod_auth_pam so apache uses the Linux system
authentication methods configured on the server.  Otherwise
you'd have to point it to a password file there.

-- 
  Les Mikesell
   lesmikesell at gmail.com




From rpmonkey at gmail.com  Wed Mar  1 14:26:44 2006
From: rpmonkey at gmail.com (Chris Valdez)
Date: Wed, 1 Mar 2006 11:26:44 -0800
Subject: [rt-users] Custom Fields in Quick Search results
Message-ID: <b4fc20420603011126p1bd974dev63aac7f711477bf7@mail.gmail.com>

I'm running RT 3.4.1 and I have a global custom field that I want to
show up on the default search results when a user clicks the "Quick
Search" on a Queue name. I looked on the wiki but the instructions
there don't appear to be correct anymore, the files
share/html/Search/Elements/TicketRow and
share/html/Search/Elements/TicketHeader don't even exist in my
installation. I've looked through other files and googled in vain. Can
sombody point me to the file(s) that need to be edited to show this
custom field on the default search results?

Thanks,

-cv


From todd at chaka.net  Wed Mar  1 14:37:31 2006
From: todd at chaka.net (Todd Chapman)
Date: Wed, 1 Mar 2006 14:37:31 -0500
Subject: [rt-users] Custom Fields in Quick Search results
In-Reply-To: <b4fc20420603011126p1bd974dev63aac7f711477bf7@mail.gmail.com>
References: <b4fc20420603011126p1bd974dev63aac7f711477bf7@mail.gmail.com>
Message-ID: <20060301193731.GB28794@chaka.net>

You need to modify the default search format in RT_SiteConfig.pm.

The variable name is: $DefaultSearchResultFormat

-Todd

On Wed, Mar 01, 2006 at 11:26:44AM -0800, Chris Valdez wrote:
> I'm running RT 3.4.1 and I have a global custom field that I want to
> show up on the default search results when a user clicks the "Quick
> Search" on a Queue name. I looked on the wiki but the instructions
> there don't appear to be correct anymore, the files
> share/html/Search/Elements/TicketRow and
> share/html/Search/Elements/TicketHeader don't even exist in my
> installation. I've looked through other files and googled in vain. Can
> sombody point me to the file(s) that need to be edited to show this
> custom field on the default search results?
> 
> Thanks,
> 
> -cv
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html


From mikef at ack.Berkeley.EDU  Wed Mar  1 16:18:13 2006
From: mikef at ack.Berkeley.EDU (Mike Friedman)
Date: Wed, 1 Mar 2006 13:18:13 -0800 (PST)
Subject: [rt-users] You don't have permission to access /rt on this server
In-Reply-To: <20060224171341.1747.qmail@web33814.mail.mud.yahoo.com>
References: <20060224171341.1747.qmail@web33814.mail.mud.yahoo.com>
Message-ID: <20060301131245.B38009@malcolm.berkeley.edu>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

On Fri, 24 Feb 2006 at 09:13 (-0800), zhou jian wrote:

> Finally I got RT installed. However, I couldn't access the /rt because 
> of the permission problem. The httpd.conf was configured as below. I 
> followed the instruction from RT Essential. And everything was installed 
> under root. What's wrong with this?

I had similar symptoms.  It took me a while, but I finally found the 
problem in my 'global' (default) apache configuration.

I had this directive in the main portion of httpd.conf (i.e., not part of 
a virtual host definition):

  <Directory />
      AllowOverride None
      Order Deny,Allow
      Deny from all
  </Directory>

Although in my virtual host definition, I had 'Allow from all', the 'Deny 
from all' in the 'global' config was taking precedence, because of the 
'Order Deny,Allow'.

When I commented out the 'Deny from all' above, the problem went away.

So, check your httpd.conf for a 'Deny from all' in conjunction with an 
'Order Deny,Allow'.  I believe this was the original setting in my Apache 
config out of the box.

Of course, you may have a different problem, but the symptoms sure are the 
same!

Mike

_____________________________________________________________________
Mike Friedman                   System and Network Security
mikef at ack.Berkeley.EDU          2484 Shattuck Avenue
1-510-642-1410                  University of California at Berkeley
http://ack.Berkeley.EDU/~mikef  http://security.berkeley.edu
_____________________________________________________________________

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From lvanderf at internode.com.au  Wed Mar  1 16:40:32 2006
From: lvanderf at internode.com.au (Luke Vanderfluit)
Date: Thu, 02 Mar 2006 08:10:32 +1030
Subject: [rt-users] RTx-shredder with a very large database
In-Reply-To: <20060301045509.GH26666@chaka.net>
References: <4404D6A1.3010800@internode.com.au>
	<Pine.LNX.4.44.0602281828250.31992-100000@netra.cs.yale.edu>
	<20060228234957.GG26666@chaka.net>
	<4404FD96.5070308@internode.com.au>
	<20060301045509.GH26666@chaka.net>
Message-ID: <440614D0.2010202@internode.com.au>

Todd Chapman wrote:

>On Wed, Mar 01, 2006 at 12:19:10PM +1030, Luke Vanderfluit wrote:
>  
>
>>Not sure whether web-interface invoked actions and RT API processed 
>>requests will be equal in performance to straigh SQL from perl script.
>>Would have to test both to give objective reply.
>>I have tried both API and direct sql, both _are_ slow.
>>
>>BTW.
>>The stuff that I put in my script comes from the WIKI.
>>http://wiki.bestpractical.com/index.cgi?DatabaseAdmin
>>
>>Kind regards.
>>Luke
>>
>>    
>>
>
>I would guess that it's the database work that is taking
>the most time. You are guessing that it is the script
>overhead. It would be better to benchmark Shredder before
>you do a bunch of potentially wasted work. Perhaps adding
>an index or two would speed things up...
>
>-Todd
>  
>
Bill R. Williams <brw at etsu.edu> Wrote:

How about (for massive cleanup)
*  Dump the rt3 database (mysqldump -A rt3 >rt3.sql) plus whatever
   other switches might be needed to include the IF/DROP CREATE
   directives.
*  Stop MySQL or at least the RT database.
*  Process that dump file with a perl script which drops the things
   that associate with the tickets you want to delete -- a filter to
   omit the stuff as mentioned in your notes (below).
   (massDelete.pl <rt3.sql >rt3clean.sql)
*  Start MySQL (if stopped)
*  mysql -u rt_user <rt3clean.sql
   which will recreate the entire DB without the stuff you deleted.

I know that this sounds like killing a fly with a shotgun, but it
*might* actually be the easiest (quickest?) way to go.  Of course the
downside is that you would want to stop your RT database unitl you
filtered your dumped .sql, cause we're talking DROP/CREATE every
table.  BUT it might not take that long to process.
On the upside, you DB would be nice, clean, and organized.

Just a thought.  I'd certainly be interested in your thoughts on the
method.  'Cause I am uncomfortable with data that I can't clean.

My response:
/~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

This is a good approach in theory, however the drawback here is how to 
delete stuff, for example the attachements in the dump file.
I have tried editing the dump file. Given that my dump file is 14Gig, I 
haven't found an editor that can buffer that size file.
I use vi, it can't do that, or maybe it can but I haven't found out how.
I've tried several other editors which claim to be able to do it, but 
none effectively can.
By far the largest proportion of data in the dump file is in the 
attachments table.
It would take some experimentation before a watertight script can be run 
over the dump file. Given the amount of time it takes to do that, it 
would be very cumbersome to test a script. Testing a smaller dump file 
may be an option but it wouldn't be wise to apply the outcomes of that 
to the larger file and _assume_ that all is well.

\_____________________________________________________________________

Kind regards.



-- 
Luke

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From tmaciak at ci.grand-rapids.mi.us  Wed Mar  1 16:58:31 2006
From: tmaciak at ci.grand-rapids.mi.us (tmaciak at ci.grand-rapids.mi.us)
Date: Wed, 1 Mar 2006 16:58:31 -0500
Subject: [rt-users] RT v3.4.2 with Fedora Core 4 and Apache 2?
Message-ID: <"H0000c1a0119c711.1141250311.frozone1.grand-rapids.mi.us*"@MHS>

   Anybody out there have any luck migrating their existing RT 3.4.2 (or any
   version for that matter)

   Onto a FC4 os?  I tried to get it going but Apache2 and mod_perl2 were
   giving me issues.  I read

   That without modifications you could not get this version of RT working
   with mod_perl2 so then I

   Tried using fastcgi and now had issues with my oracle db not being able to
   connect.  I had

   All of the oracle env and lib variables set for root but I still kept
   getting that DBIx error saying Oracle

   Was invalid db type.

   If you have any tips/advice please cc them directly to me at
   tmaciak at ci.grand-rapids.mi.us

   

   Thanks,

   

   T.J. Maciak

   

   Internet/Intranet Developer
   Department of IT
   City of Grand Rapids
   P: (616)456-3713

   F: (616)456-3448

   
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From james.faulkner at yale.edu  Wed Mar  1 17:08:59 2006
From: james.faulkner at yale.edu (Jim Faulkner)
Date: Wed, 1 Mar 2006 17:08:59 -0500 (EST)
Subject: [rt-users] RTx-shredder with a very large database
In-Reply-To: <440614D0.2010202@internode.com.au>
References: <4404D6A1.3010800@internode.com.au>
	<Pine.LNX.4.44.0602281828250.31992-100000@netra.cs.yale.edu>
	<20060228234957.GG26666@chaka.net> <4404FD96.5070308@internode.com.au>
	<20060301045509.GH26666@chaka.net> <440614D0.2010202@internode.com.au>
Message-ID: <Pine.LNX.4.61.0603011657010.27148@netra.cs.yale.edu>


On Thu, 2 Mar 2006, Luke Vanderfluit wrote:

> This is a good approach in theory, however the drawback here is how to delete
> stuff, for example the attachements in the dump file.

I've been experimenting... and I was able to delete 350,000 rows from the 
Tickets table in 77 minutes last night.  Perhaps the "Attachment" table 
would take a lot longer for deleting so many rows, but even so it seems to 
me that the limitation here is in doing the SELECTs to figure out exactly 
what needs to be deleted, rather than in doing the deletions themselves.

In my bash script I'm trying to do SELECTs like RT would, from viewing the 
output of mysql's General log.  For example, this statement:
SELECT DISTINCT main.Id AS id FROM Attachments main , Transactions 
Transactions_1, Tickets Tickets_2  WHERE ((Tickets_2.EffectiveId = 
'$TICKETNUMBER')) AND ((Transactions_1.ObjectId = Tickets_2.id)) AND 
((Transactions_1.ObjectType = 'RT::Ticket')) AND ((main.TransactionId = 
Transactions_1.id))

seems to be a buttload faster than just:
SELECT id from Attachments where TransactionId = $TRANSACTIONID

I am by no means a SQL expert though, so maybe I'm missing some stuff by 
using the former statement rather than the latter.

Jim Faulkner


From justin at cityfone.net  Wed Mar  1 17:22:11 2006
From: justin at cityfone.net (Justin Zygmont)
Date: Wed, 01 Mar 2006 14:22:11 -0800
Subject: [rt-users] RT v3.4.2 with Fedora Core 4 and Apache 2?
In-Reply-To: <"H0000c1a0119c711.1141250311.frozone1.grand-rapids.mi.us*"@MHS>
References: <"H0000c1a0119c711.1141250311.frozone1.grand-rapids.mi.us*"@MHS>
Message-ID: <44061E93.9070000@cityfone.net>

Do you have DBD::Oracle installed?


tmaciak at ci.grand-rapids.mi.us wrote:
> Anybody out there have any luck migrating their existing RT 3.4.2 (or 
> any version for that matter)
> 
> Onto a FC4 os?  I tried to get it going but Apache2 and mod_perl2 were 
> giving me issues.  I read
> 
> That without modifications you could not get this version of RT working 
> with mod_perl2 so then I
> 
> Tried using fastcgi and now had issues with my oracle db not being able 
> to connect.  I had
> 
> All of the oracle env and lib variables set for root but I still kept 
> getting that DBIx error saying Oracle
> 
> Was invalid db type.
> 
> 
> If you have any tips/advice please cc them directly to me at 
> tmaciak at ci.grand-rapids.mi.us
> 
>  
> 
> Thanks,
> 
>  
> 
> T.J. Maciak
> 
>  
> 
> Internet/Intranet Developer
> Department of IT
> City of Grand Rapids
> P: (616)456-3713
> 
> F: (616)456-3448
> 
>  
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html


From lvanderf at internode.com.au  Wed Mar  1 17:41:51 2006
From: lvanderf at internode.com.au (Luke Vanderfluit)
Date: Thu, 02 Mar 2006 09:11:51 +1030
Subject: [rt-users] onChangeToQueueXNotifyRequestors
Message-ID: <4406232F.80701@internode.com.au>

Hi.

I'm struggling to get a scrip to work.

I want to notify the requestor when a ticket is changed from any queue 
to queueA

I have the following:


Description:  onChangeToQueueXNotifyRequestors
Condition:    User Defined
Action:       Notify Requestors
Template:     Global template: Transaction
Stage:        TransactionCreate

Custom condition:
if (
      $self->TransactionObj->Type eq "Set"
 && $self->TransactionObj->Field eq "Queue"
 && $self->TransactionObj->NewValue eq "3"  # 3 is the number  for queueA
 ) {
  return 1;
  } else {
  return 0;
  }

Custom action prep code:
Custom action cleanup code:

What should I change?
var/adm/messages shows:  'RT: error:    unexpected end of header\n\n 
(/usr/local/rt3/lib/RT/Template_Overlay.pm:369)'

Thanks.
Kind regards.

-- 
Luke



From chaim.rieger at gmail.com  Wed Mar  1 17:49:50 2006
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Wed, 01 Mar 2006 14:49:50 -0800
Subject: [rt-users] diable requestor notification
Message-ID: <4406250E.2070607@gmail.com>

need to disable the notification sent to the requester for one queue,


the only way i can accomplish this is if i remove the global scrips from 
this queue and add the notify scrip for all the other queues or is there 
a better way



From AMyers at abacus-us.com  Wed Mar  1 17:59:32 2006
From: AMyers at abacus-us.com (Myers, Adam)
Date: Wed, 1 Mar 2006 15:59:32 -0700
Subject: [rt-users] onChangeToQueueXNotifyRequestors
Message-ID: <205D20196806AE41A9D8A9E982659E27036C0E78@THN-EXCLS2.dc1.doubleclick.corp>

Maybe 
  $self->TransactionObj->NewValue eq "3"
Should be:
  $self->TransactionObj->NewValue == 3


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Luke
Vanderfluit
Sent: Wednesday, March 01, 2006 3:42 PM
To: rt-users
Subject: [rt-users] onChangeToQueueXNotifyRequestors

Hi.

I'm struggling to get a scrip to work.

I want to notify the requestor when a ticket is changed from any queue
to queueA

I have the following:


Description:  onChangeToQueueXNotifyRequestors
Condition:    User Defined
Action:       Notify Requestors
Template:     Global template: Transaction
Stage:        TransactionCreate

Custom condition:
if (
      $self->TransactionObj->Type eq "Set"
 && $self->TransactionObj->Field eq "Queue"
 && $self->TransactionObj->NewValue eq "3"  # 3 is the number  for
queueA
 ) {
  return 1;
  } else {
  return 0;
  }

Custom action prep code:
Custom action cleanup code:

What should I change?
var/adm/messages shows:  'RT: error:    unexpected end of header\n\n 
(/usr/local/rt3/lib/RT/Template_Overlay.pm:369)'

Thanks.
Kind regards.

--
Luke

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

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

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

WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at
http://bestpractical.com/services/training.html
* NOTE: This message is intended only for the use of the individual or entity to whom it is addressed and contains information that is privileged, confidential and exempt from disclosure. If the reader of this message is not the intended recipient or an employee or agent responsible for delivering the message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify me immediately via reply e-mail and please delete this communication.


From lvanderf at internode.com.au  Wed Mar  1 18:04:50 2006
From: lvanderf at internode.com.au (Luke Vanderfluit)
Date: Thu, 02 Mar 2006 09:34:50 +1030
Subject: [rt-users] diable requestor notification
In-Reply-To: <4406250E.2070607@gmail.com>
References: <4406250E.2070607@gmail.com>
Message-ID: <44062892.8040504@internode.com.au>

Hi Chaim.

Chaim Rieger wrote:

> need to disable the notification sent to the requester for one queue,
>
>
> the only way i can accomplish this is if i remove the global scrips 
> from this queue and add the notify scrip for all the other queues or 
> is there a better way

I assume you mean when a ticket is created.
You could add a condition to the global scrip that returns 0 for your 
particular queue.

EG. edit the "On Create Autoreply To Requestors with template Autoreply"
Change the condition to 'User Defined'

/~~~~~~~~~~~~~~~~~~~~~
Description: whatever
Condition: User Defined
Action: Autoreply To Requestors
Template: Global template: Autoreply
Stage: TransactionCreate

Custom condition:
if ( $self->TransactionObj->Type eq "Create" ) {
   if ( $self->TicketObj->QueueObj->Name eq 'yourqueue' ) {
      return 0;
   }
   return 1;
}

Custom action preparation code:
Custom action cleanup code:

Hope this works for you :-)
Kind regards.
Luke.

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



-- 
Luke

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From lvanderf at internode.com.au  Wed Mar  1 18:09:31 2006
From: lvanderf at internode.com.au (Luke Vanderfluit)
Date: Thu, 02 Mar 2006 09:39:31 +1030
Subject: [rt-users] onChangeToQueueXNotifyRequestors
In-Reply-To: <205D20196806AE41A9D8A9E982659E27036C0E78@THN-EXCLS2.dc1.doubleclick.corp>
References: <205D20196806AE41A9D8A9E982659E27036C0E78@THN-EXCLS2.dc1.doubleclick.corp>
Message-ID: <440629AB.3070100@internode.com.au>

Hi.

Myers, Adam wrote:

>Maybe 
>  $self->TransactionObj->NewValue eq "3"
>Should be:
>  $self->TransactionObj->NewValue == 3
>  
>
Thanks for your reply.
No. I've tried that.
I now have the script working though by using another template, namely the
'Global template: Queue Change' template.

I still get the 'unexpected end of header' error in the apache log though.

I'd like to know why this doesn't work with the Transaction template or 
the Blank template?

Kind regards.



>-----Original Message-----
>From: rt-users-bounces at lists.bestpractical.com
>[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Luke
>Vanderfluit
>Sent: Wednesday, March 01, 2006 3:42 PM
>To: rt-users
>Subject: [rt-users] onChangeToQueueXNotifyRequestors
>
>Hi.
>
>I'm struggling to get a scrip to work.
>
>I want to notify the requestor when a ticket is changed from any queue
>to queueA
>
>I have the following:
>
>
>Description:  onChangeToQueueXNotifyRequestors
>Condition:    User Defined
>Action:       Notify Requestors
>Template:     Global template: Transaction
>Stage:        TransactionCreate
>
>Custom condition:
>if (
>      $self->TransactionObj->Type eq "Set"
> && $self->TransactionObj->Field eq "Queue"
> && $self->TransactionObj->NewValue eq "3"  # 3 is the number  for
>queueA
> ) {
>  return 1;
>  } else {
>  return 0;
>  }
>
>Custom action prep code:
>Custom action cleanup code:
>
>What should I change?
>var/adm/messages shows:  'RT: error:    unexpected end of header\n\n 
>(/usr/local/rt3/lib/RT/Template_Overlay.pm:369)'
>
>Thanks.
>Kind regards.
>
>--
>Luke
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
>Download a free sample chapter of RT Essentials from O'Reilly Media at
>http://rtbook.bestpractical.com
>
>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>San Francisco - Find out more at
>http://bestpractical.com/services/training.html
>* NOTE: This message is intended only for the use of the individual or entity to whom it is addressed and contains information that is privileged, confidential and exempt from disclosure. If the reader of this message is not the intended recipient or an employee or agent responsible for delivering the message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify me immediately via reply e-mail and please delete this communication.
>
>  
>


-- 
Luke



From sunzhoujian at yahoo.com  Wed Mar  1 18:27:07 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Wed, 1 Mar 2006 15:27:07 -0800 (PST)
Subject: [rt-users] login problem I can't login with root password Works
	finally!!!
In-Reply-To: <4405DC7C.6000002@gmail.com>
Message-ID: <20060301232707.60353.qmail@web33802.mail.mud.yahoo.com>

"can you setup mysql 4.1 and give it a shot."

I have done this. It works! 

Thanks a lot for all your supports and helps!

--- Chaim Rieger <chaim.rieger at gmail.com> wrote:

> in the past week you tried cgi, mod_perl and apache2
> and 1.
> 
> the only common issue here is that you are running
> mysql5,
> 
> 
> can you setup mysql 4.1 and give it a shot.
> 
> 
> zhou jian wrote:
> > I installed RT3.4.5 again. It will display the
> right
> > version in the login page. However, I still get
> the
> > same error. For avoiding typo, I copy&paste the
> > password to the password section. It still doesn't
> > work. Could you give me a copy of your httpd.conf
> and
> > RT_SiteConfig.pm(Please ** the ipaddress) for a
> > comparative study?
> >  
> > --- Les Mikesell <les at futuresource.com> wrote:
> > 
> >> On Tue, 2006-02-28 at 23:24, zhou jian wrote:
> >>> Are you the developer rt? 
> >> No, but I ran into the Mason version issue too. 
> >> Here
> >> is another reference:
> >>
> >
>
http://marc.theaimsgroup.com/?l=rt-users&m=112437972905790&w=2
> >> -- 
> >>   Les Mikesell
> >>    les at futuresource.com
> >>
> >>
> >>
> > 
> > __________________________________________________
> > Do You Yahoo!?
> > Tired of spam?  Yahoo! Mail has the best spam
> protection around 
> > http://mail.yahoo.com 
> > _______________________________________________
> >
>
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > Be sure to check out the RT Wiki at
> http://wiki.bestpractical.com
> > 
> > Download a free sample chapter of RT Essentials
> from O'Reilly Media at
> http://rtbook.bestpractical.com
> > 
> > WE'RE COMING TO YOUR TOWN SOON - RT Training in
> Amsterdam, Boston and
> > San Francisco - Find out more at
> http://bestpractical.com/services/training.html
> > 
> 
> 


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


From natxo.asenjo at gmail.com  Thu Mar  2 06:45:54 2006
From: natxo.asenjo at gmail.com (Natxo Asenjo)
Date: Thu, 2 Mar 2006 12:45:54 +0100
Subject: [rt-users] RT-Ticket: i.recommend.you.use.your.fqdn
Message-ID: <90f6e8270603020345i3dec8060t99ad16425564fbba@mail.gmail.com>

Hi,

Just got RT 3.4 working (debian sarge repository). All went well, got it
working.

I am just testing the email and if I send an email to rt at mydomain.tld then I
get this:

From: The default queue via RT <rt at mydomain.tld>
Reply-To: rt at mydomain.tld
Subject: [i.recommend.you.use.your.fqdn #3] AutoReply: test
To: root at mydomain.tld
X-RT-Loop-Prevention: i.recommend.you.use.your.fqdn
RT-Ticket: i.recommend.you.use.your.fqdn #3
Managed-by: RT 3.4.1 (http://www.bestpractical.com/rt/)
RT-Originator: root at mydomain.tld
X-RT-Original-Encoding: utf-8
X-Virus-Scanned: by amavisd-new-20030616-p10 (Debian) at mydomain.tld
X-Spam-Status: No, hits=-2.4 tagged_above=-999.0 required=6.3
        tests=ALL_TRUSTED
X-Spam-Level:


Greetings,

This message has been automatically generated in response to the
creation of a trouble ticket regarding:
        "test",
a summary of which appears below.

There is no need to reply to this message right now.  Your ticket has been
assigned an ID of [i.recommend.you.use.your.fqdn #3].

Please include the string:

[i.recommend.you.use.your.fqdn #3]


In RT_SiteConfig.pm

# THE BASICS:

Set($rtname, 'host.domain.tld');
Set($Organization, 'my.domain');

grepping for "i.recommend.you.use.your.fqdn" I find nothing in this system.

If I search in google I see diff files which confirm that I had to edit that
file, but it is not working.

Any ideas?
--
Groeten,
J.Asenjo
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From lzeyer at coframi-massy.com  Thu Mar  2 08:37:34 2006
From: lzeyer at coframi-massy.com (lzeyer)
Date: Thu, 02 Mar 2006 14:37:34 +0100
Subject: [rt-users] customfield rights
Message-ID: <4406F51E.5090403@coframi-massy.com>

Hi RT users,

We need  next behaviour:

    * everyone can submit tickets with filled in customfield
    * only a ticket requestor can modify his requested tickets (basic
      and custom fields)
    * only a ticket owner can modify his owned tickets (basic and custom
      fields)

I tried "modify customfield" owner right but without success (is there a 
bug?) and "create ticket" right haven't any effect on custom fields.
I don't want to declare "modify custom field" right to everyone off 
course...

Thanks for any explanation.

We have been using 3.4.4 and 3.4.5 version.

Best regards,

-- 
Ludovic ZEYER
Coframi 
SCM manager




From barnesaw at ucrwcu.rwc.uc.edu  Thu Mar  2 10:27:40 2006
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 02 Mar 2006 10:27:40 -0500
Subject: [rt-users] RT-Ticket: i.recommend.you.use.your.fqdn
In-Reply-To: <90f6e8270603020345i3dec8060t99ad16425564fbba@mail.gmail.com>
References: <90f6e8270603020345i3dec8060t99ad16425564fbba@mail.gmail.com>
Message-ID: <44070EEC.304@ucrwcu.rwc.uc.edu>

Sounds like you didn't restart apache and clear your mason cache.
# service httpd stop
# rm -rf rt_dir/var/mason_data/*
# service httpd start

Natxo Asenjo wrote:
> Hi,
>
> Just got RT 3.4 working (debian sarge repository). All went well, got 
> it working.
>
> I am just testing the email and if I send an email to rt at mydomain.tld 
> <mailto:rt at mydomain.tld> then I get this:
>
> From: The default queue via RT <rt at mydomain.tld <mailto:rt at mydomain.tld>>
> Reply-To: rt at mydomain.tld <mailto:rt at mydomain.tld>
> Subject: [i.recommend.you.use.your.fqdn #3] AutoReply: test
> To: root at mydomain.tld <mailto:root at mydomain.tld>
> X-RT-Loop-Prevention: 
> i.recommend.you.use.your.fqdn                                                                           
> RT-Ticket: i.recommend.you.use.your.fqdn #3
> Managed-by: RT 3.4.1 (http://www.bestpractical.com/rt/)
> RT-Originator: root at mydomain.tld <mailto:root at mydomain.tld>
> X-RT-Original-Encoding: utf-8
> X-Virus-Scanned: by amavisd-new-20030616-p10 (Debian) at mydomain.tld
> X-Spam-Status: No, hits=-2.4 tagged_above=-999.0 required=6.3
>         tests=ALL_TRUSTED
> X-Spam-Level:
>
>
> Greetings,
>
> This message has been automatically generated in response to the
> creation of a trouble ticket regarding:
>         "test",
> a summary of which appears below.
>
> There is no need to reply to this message right now.  Your ticket has been
> assigned an ID of [i.recommend.you.use.your.fqdn #3].
>
> Please include the string:
>
> [i.recommend.you.use.your.fqdn #3]
>
>
> In RT_SiteConfig.pm
>
> # THE BASICS:
>
> Set($rtname, 'host.domain.tld');
> Set($Organization, 'my.domain');
>
> grepping for "i.recommend.you.use.your.fqdn" I find nothing in this 
> system.
>
> If I search in google I see diff files which confirm that I had to 
> edit that file, but it is not working.
>
> Any ideas?
> -- 
> Groeten,
> J.Asenjo
> ------------------------------------------------------------------------
>
> _______________________________________________
> 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 todd at chaka.net  Thu Mar  2 10:50:16 2006
From: todd at chaka.net (Todd Chapman)
Date: Thu, 2 Mar 2006 10:50:16 -0500
Subject: [rt-users] customfield rights
In-Reply-To: <4406F51E.5090403@coframi-massy.com>
References: <4406F51E.5090403@coframi-massy.com>
Message-ID: <20060302155016.GB9283@chaka.net>

On Thu, Mar 02, 2006 at 02:37:34PM +0100, lzeyer wrote:
> Hi RT users,
> 
> We need  next behaviour:
> 
>    * everyone can submit tickets with filled in customfield
>    * only a ticket requestor can modify his requested tickets (basic
>      and custom fields)
>    * only a ticket owner can modify his owned tickets (basic and custom
>      fields)
> 
> I tried "modify customfield" owner right but without success (is there a 
> bug?) and "create ticket" right haven't any effect on custom fields.
> I don't want to declare "modify custom field" right to everyone off 
> course...
> 

Usually you DO want to give everyone ModifyCustomField right. The
reason is that in order to modify a CF you also need to have the
right to modify the ticket.

-Todd


From age at trackwell.com  Thu Mar  2 10:45:48 2006
From: age at trackwell.com (Arnar Gestsson)
Date: Thu, 2 Mar 2006 15:45:48 -0000
Subject: [rt-users] Revoke of " Let this user be granted rights"
Message-ID: <1141314348.15840.33.camel@localhost.localdomain>

Hi,

I'm using RT v3.4.4 on a Centos 4.2 with Apache 1.3 and mod_perl.  As
well am I using Oracle DB.  Now when I try to Revoke a "granted rights"
actually nothing happens, well, actually the http goes nuts and doesn't
finish the request but tries to consume as much cpu as possible.  Does
any  of you have clue what could be the problem.

BR. Arnar


From todd at chaka.net  Thu Mar  2 11:45:31 2006
From: todd at chaka.net (Todd Chapman)
Date: Thu, 2 Mar 2006 11:45:31 -0500
Subject: [rt-users] onChangeToQueueXNotifyRequestors
In-Reply-To: <4406232F.80701@internode.com.au>
References: <4406232F.80701@internode.com.au>
Message-ID: <20060302164531.GC9283@chaka.net>

Did you modify the Transaction template? It looks
like there is an error parsing your template.

-Todd


From lzeyer at coframi-massy.com  Thu Mar  2 11:52:20 2006
From: lzeyer at coframi-massy.com (lzeyer)
Date: Thu, 02 Mar 2006 17:52:20 +0100
Subject: [rt-users] customfield rights
In-Reply-To: <20060302155016.GB9283@chaka.net>
References: <4406F51E.5090403@coframi-massy.com>
	<20060302155016.GB9283@chaka.net>
Message-ID: <440722C4.1020102@coframi-massy.com>

Todd Chapman wrote:

>On Thu, Mar 02, 2006 at 02:37:34PM +0100, lzeyer wrote:
>  
>
>>Hi RT users,
>>
>>We need  next behaviour:
>>
>>   * everyone can submit tickets with filled in customfield
>>   * only a ticket requestor can modify his requested tickets (basic
>>     and custom fields)
>>   * only a ticket owner can modify his owned tickets (basic and custom
>>     fields)
>>
>>I tried "modify customfield" owner right but without success (is there a 
>>bug?) and "create ticket" right haven't any effect on custom fields.
>>I don't want to declare "modify custom field" right to everyone off 
>>course...
>>
>>    
>>
>
>Usually you DO want to give everyone ModifyCustomField right. The
>reason is that in order to modify a CF you also need to have the
>right to modify the ticket.
>
>-Todd
>  
>
Hi todd,

Thanks for your help.
However, if i declare "modify custom field" right for everyone ("seen 
custom field" right also), everyone can modify custom field for all 
reached ticket, and without "modify ticket" right. It's open but quit 
dangerous...

So i musn't give "modify custom field" right to everyone. But if i do 
that, nobody can fill in custom field during the submit action. It's a 
dead end! 

Our need is to allow fill in custom field during submit action and, 
allow modification only for the requestor and the owner. For this last 
need, i gave "modify custom field" (and modify ticket in queue role 
right) to requestor and owner global role, but without success.

I'm not hopeless...

best regards,

-- 
RT 3.4.4/3.4.5
Ludovic ZEYER
Coframi scm manager




From cjayaprakashreddy at yahoo.com  Thu Mar  2 11:54:16 2006
From: cjayaprakashreddy at yahoo.com (JP Chilumula)
Date: Thu, 2 Mar 2006 08:54:16 -0800 (PST)
Subject: [rt-users] undisclosed-recipients in email
Message-ID: <20060302165416.52691.qmail@web36903.mail.mud.yahoo.com>

Hi!!

Just wondering if any of you managed to get rid of the
"undisclosed-recipients" in emails sent out by RT.
Some of our users click on Reply to All and they
receive a mailer daemon as undisclosed-recipients is
invalid.

Thanks!!
JP.


From les at futuresource.com  Thu Mar  2 12:07:33 2006
From: les at futuresource.com (Les Mikesell)
Date: Thu, 02 Mar 2006 11:07:33 -0600
Subject: [rt-users] undisclosed-recipients in email
In-Reply-To: <20060302165416.52691.qmail@web36903.mail.mud.yahoo.com>
References: <20060302165416.52691.qmail@web36903.mail.mud.yahoo.com>
Message-ID: <1141319252.22335.35.camel@moola.futuresource.com>

On Thu, 2006-03-02 at 10:54, JP Chilumula wrote:

> Just wondering if any of you managed to get rid of the
> "undisclosed-recipients" in emails sent out by RT.
> Some of our users click on Reply to All and they
> receive a mailer daemon as undisclosed-recipients is
> invalid.

I don't think RT puts that in.  Mailers may add it
if there were no valid addresses in the To: or Cc:
headers.  That is, if all of the recipients were
specified in the Bcc: which is removed, but I'm
not sure why that would be happening with RT either.

Do you have normal To: and Cc: addresses showing
in the mail in question?

-- 
  Les Mikesell
   les at futuresource.com




From tomw at bnl.gov  Thu Mar  2 12:13:58 2006
From: tomw at bnl.gov (Tomasz Wlodek)
Date: Thu, 2 Mar 2006 12:13:58 -0500 (EST)
Subject: [rt-users] how to switch from http:// to https://
In-Reply-To: <20060302164531.GC9283@chaka.net>
References: <4406232F.80701@internode.com.au> <20060302164531.GC9283@chaka.net>
Message-ID: <Pine.GSO.4.58.0603021210320.4751@rcf2.rhic.bnl.gov>

Hi,

I would like to switch our RT location from http://www.. to https://.. and
use the secure connection.

I understand that I need to change Set($WebBaseURL , "http://www...:80 to
https:// and the apropriate port in the RT_SiteConf.pm

Is there anything elese that needs to be done, from RT point of view?

Tom Wlodek



From ryan.hardester at ci.tracy.ca.us  Thu Mar  2 13:32:53 2006
From: ryan.hardester at ci.tracy.ca.us (Ryan Hardester)
Date: Thu, 2 Mar 2006 10:32:53 -0800
Subject: [rt-users] RT & PDF's
Message-ID: <C7C9E0533C7E6A49AB4586C392C96500C71104@mail1.cot.pvt>

I just got sent a task with a handfull of PDF's and they didn't come
through as attachments, and they are listed in the ticket, but not
clickable links. Is this normal? or have i broken somehting?
 
I am running RT 3.4.4
 
--Ryan
 
Ryan Hardester
Information Systems Technician II
City Of Tracy
 
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From ryan.hardester at ci.tracy.ca.us  Thu Mar  2 13:37:54 2006
From: ryan.hardester at ci.tracy.ca.us (Ryan Hardester)
Date: Thu, 2 Mar 2006 10:37:54 -0800
Subject: [rt-users] RT & PDF's
Message-ID: <C7C9E0533C7E6A49AB4586C392C96500C71106@mail1.cot.pvt>

Or is it because it is a follow-up e-mail to the original e-mail?

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ryan
Hardester
Sent: Thursday, March 02, 2006 10:33 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] RT & PDF's


I just got sent a task with a handfull of PDF's and they didn't come
through as attachments, and they are listed in the ticket, but not
clickable links. Is this normal? or have i broken somehting?
 
I am running RT 3.4.4
 
--Ryan
 
Ryan Hardester
Information Systems Technician II
City Of Tracy
 
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From barnesaw at ucrwcu.rwc.uc.edu  Thu Mar  2 13:39:12 2006
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 02 Mar 2006 13:39:12 -0500
Subject: [rt-users] RT & PDF's
In-Reply-To: <C7C9E0533C7E6A49AB4586C392C96500C71104@mail1.cot.pvt>
References: <C7C9E0533C7E6A49AB4586C392C96500C71104@mail1.cot.pvt>
Message-ID: <44073BD0.7060402@ucrwcu.rwc.uc.edu>

Check the maximum attachment size in RT_SiteConfig.pm  and the 
maximum_packet_size option in my.cnf.


Ryan Hardester wrote:
> I just got sent a task with a handfull of PDF's and they didn't come 
> through as attachments, and they are listed in the ticket, but not 
> clickable links. Is this normal? or have i broken somehting?
>  
> I am running RT 3.4.4
>  
> --Ryan
>  
> Ryan Hardester
> Information Systems Technician II
> City Of Tracy
>  
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html

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



From barnesaw at ucrwcu.rwc.uc.edu  Thu Mar  2 13:44:16 2006
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 02 Mar 2006 13:44:16 -0500
Subject: [rt-users] RT & PDF's
In-Reply-To: <44073BD0.7060402@ucrwcu.rwc.uc.edu>
References: <C7C9E0533C7E6A49AB4586C392C96500C71104@mail1.cot.pvt>
	<44073BD0.7060402@ucrwcu.rwc.uc.edu>
Message-ID: <44073D00.4000707@ucrwcu.rwc.uc.edu>

My mistake.  In my.cnf it should be
set-variable = max_allowed_packet=

Drew Barnes wrote:
> Check the maximum attachment size in RT_SiteConfig.pm  and the 
> maximum_packet_size option in my.cnf.
>
>
> Ryan Hardester wrote:
>> I just got sent a task with a handfull of PDF's and they didn't come 
>> through as attachments, and they are listed in the ticket, but not 
>> clickable links. Is this normal? or have i broken somehting?
>>  
>> I am running RT 3.4.4
>>  
>> --Ryan
>>  
>> Ryan Hardester
>> Information Systems Technician II
>> City Of Tracy
>>  
>> ------------------------------------------------------------------------
>>
>> _______________________________________________
>> 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 phanoko at yahoo.com  Thu Mar  2 13:58:58 2006
From: phanoko at yahoo.com (Phanoko)
Date: Thu, 2 Mar 2006 10:58:58 -0800 (PST)
Subject: [rt-users] Ticket Numbering
In-Reply-To: <Pine.GSO.4.58.0603021210320.4751@rcf2.rhic.bnl.gov>
Message-ID: <20060302185858.87314.qmail@web53901.mail.yahoo.com>

Is there a way to change the ticket numbering?  
Currently it goes 
1
2
3
4
5
...
I would like to add the year into this 
06-1
06-2
06-3
06-4


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


From natxo.asenjo at gmail.com  Thu Mar  2 14:30:03 2006
From: natxo.asenjo at gmail.com (Natxo Asenjo)
Date: Thu, 2 Mar 2006 20:30:03 +0100
Subject: [rt-users] RT-Ticket: i.recommend.you.use.your.fqdn
In-Reply-To: <44070EEC.304@ucrwcu.rwc.uc.edu>
References: <90f6e8270603020345i3dec8060t99ad16425564fbba@mail.gmail.com>
	<44070EEC.304@ucrwcu.rwc.uc.edu>
Message-ID: <90f6e8270603021130k1cac64a8n11922fff070b5fe3@mail.gmail.com>

On 3/2/06, Drew Barnes <barnesaw at ucrwcu.rwc.uc.edu> wrote:
>
> Sounds like you didn't restart apache and clear your mason cache.
> # service httpd stop
> # rm -rf rt_dir/var/mason_data/*
> # service httpd start
>
that did it. Thanks!
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From sunzhoujian at yahoo.com  Thu Mar  2 16:02:05 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Thu, 2 Mar 2006 13:02:05 -0800 (PST)
Subject: [rt-users] How to configure qmail?
Message-ID: <20060302210205.14667.qmail@web33807.mail.mud.yahoo.com>

I have qmail installed in my system. How can I
configure qmail to utilizing the system? I looked at
the RT Essential because it described about using
qmail. However, It is really messy because the book
mentioned #cat ~rt/.qmail-general.

I don't know where doesn this ~rt mean? Did you have
similar experience?


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


From sunzhoujian at yahoo.com  Thu Mar  2 16:14:40 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Thu, 2 Mar 2006 13:14:40 -0800 (PST)
Subject: [rt-users] Re: How to configure qmail?
Message-ID: <20060302211440.93759.qmail@web33810.mail.mud.yahoo.com>

Nevermind. I have intuitively solved this issue. I
just replaced the sendmail with the sendmail wrapper
in my qmail installation. It works.

--- zhou jian <sunzhoujian at yahoo.com> wrote:

> I have qmail installed in my system. How can I
> configure qmail to utilizing the system? I looked at
> the RT Essential because it described about using
> qmail. However, It is really messy because the book
> mentioned #cat ~rt/.qmail-general.
> 
> I don't know where doesn this ~rt mean? Did you have
> similar experience?
> 
> 
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam
> protection around 
> http://mail.yahoo.com 
> 


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


From purp at acm.org  Thu Mar  2 18:23:35 2006
From: purp at acm.org (Jim Meyer)
Date: Thu, 02 Mar 2006 15:23:35 -0800
Subject: [rt-users] rt-3.6.0pre0 "make fixdeps" fails with CPAN errors?
In-Reply-To: <1141175698.29964.21.camel@zodiac.pdi.com>
References: <1141175698.29964.21.camel@zodiac.pdi.com>
Message-ID: <1141341815.17759.22.camel@zodiac.pdi.com>

Hello!

The short story: 

`make fixdeps` doesn't play nice on RHEL3 WS using perl 5.8.6 due to
something odd about how calling `cpan Foo::Bar` differs from
`CPAN::Shell->install('Foo::Bar')`. You can `setenv RT_FIX_DEPS_CMD
cpan` to work around this issue.

The saga:

So after Jesse pointed out that I'd not configured cpan by running it
once, I went back to duplicate this again, without the spurious errors
from CPAN.

So again, fresh RHEL3 WS box, Perl 5.8.6, mod_perl 2.0.2 installed. I
*did* make sure cpan was configured this time; I didn't update
Bundle::CPAN, so it's v1.76 which comes with Perl 5.8.6. I still see the
build/tmp error, which doesn't seem to happen if I work directly in a
cpan shell:

# make fixdeps
/usr/bin/perl ./sbin/rt-test-dependencies --verbose --install --with-
Oracle
perl:
        5.8.3...found
users:
        rt group (user)...found
        bin owner (root)...found
        libs owner (root)...found
        libs group (bin)...found
        web owner (apache)...found
        web group (apache)...found
MASON dependencies:
        Params::Validate 0.02...found
        Cache::Cache ...MISSING
        Install module Cache::Cache
CPAN: Storable loaded ok
Going to read /rel/top_tp/rt-redhat-i686-3/src/cpan/Metadata
  Database was generated on Thu, 02 Mar 2006 10:16:42 GMT
Running install for module Cache::Cache
Running make for D/DC/DCLINTON/Cache-Cache-1.04.tar.gz
LWP not available
CPAN: Net::FTP loaded ok
Fetching with Net::FTP:
  ftp://archive.progeny.com/CPAN/authors/id/D/DC/DCLINTON/Cache-
Cache-1.04.tar.gz
CPAN: Digest::MD5 loaded ok
Checksum for /rel/top_tp/rt-redhat-
i686-3/src/cpan/sources/authors/id/D/DC/DCLINTON/Cache-Cache-1.04.tar.gz
ok
Scanning cache /rel/top_tp/rt-redhat-i686-3/src/cpan/build for sizes
Warning: weird direntry in /rel/top_tp/rt-redhat-i686-3/src/cpan/build:
tmp
Can't unlink file tmp: No such file or directory
at /usr/lib/perl5/5.8.6/CPAN.pm line 3908
Couldn't mkdir tmp: File exists at /usr/lib/perl5/5.8.6/CPAN.pm line
5496
make: *** [fixdeps] Error 17

I immediately ran `cpan` and typed `install Cache::Cache` and it worked
fine. When I tried `make fixdeps` again, the next module succeeded, but
the one after failed due to the tmp directory's insistence on existing.

For grins, I read the rt-test-dependencies code and discovered I could
use RT_FIX_DEPS_CMD to control how fixdeps fixes deps. When I set that
to 'cpan', everything went swimmingly.

So it seems that CPAN::Shell->install('foo') differs from `cpan foo`...
who knew?

FYI'ly yours,

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



From etaylor at analogictech.com  Thu Mar  2 22:53:40 2006
From: etaylor at analogictech.com (Emory Taylor)
Date: Thu, 2 Mar 2006 19:53:40 -0800
Subject: [rt-users] apache-fastcgi
Message-ID: <3C9EF11B3FD96D43B02C92C6C44291D0C8C3F4@aasv2415w2k3e.analogictech.com>

I just might be going crazy, but I can't seem to figure out what
happened to my apache-fastcgi file on a ubuntu install I'm trying out.
Normally I wouldn't complain to a mailing list about an obvious,
trifling matter like that, but I can't seem to find it in any of the
.debs I installed, if it ever had gotten installed, nor can I find it
anywhere on the web.

I'm following the ubuntu install guide on the wiki, and it specifically
references that file so I'm assuming it exists -- I also don't have any
similarily named fastcgi files, nor anything like the previous gentoo
test install that I ran out of my house.

I'd rather not roll my own, so if someone just wants to send me the
file, that'd be great, or to tell me of the blazingly obvious location
of the file, that'd also help

Thanks

Emory


From boeheim at slac.stanford.edu  Fri Mar  3 03:46:36 2006
From: boeheim at slac.stanford.edu (Chuck Boeheim)
Date: Fri, 03 Mar 2006 00:46:36 -0800
Subject: [rt-users] Using User Custom Fields
Message-ID: <4408026C.6080908@slac.stanford.edu>

Hi Folks,
Does anyone have a code snippet that would retrieve a user custom
field value, given an RT::User object?  E.g., running through the
AdminCc list for a ticket get a custom field value for each user such
as Role in a custom action or template?  I've got the custom field
defined for users in the database, and can see the values; just need
to extract them now.
Regards,
-Chuck


From hwagener at hamburg.fcb.com  Fri Mar  3 05:29:37 2006
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Fri, 3 Mar 2006 11:29:37 +0100
Subject: [rt-users] SelfService 'by organization'
Message-ID: <4AABA86B-C89D-4EAB-A593-E485D77FEAEC@hamburg.fcb.com>

Hello,

consider the following situation: We have multiple external  
unprivileged requestors that
belong to one client organization (identifiable by the organization  
field in the user info). I'd like to show unprivileged users  
belonging to one organization all tickets of all users in that  
organization in the SelfService web UI.

I'd like to have some pointers how to implement this. My perl is a  
bit rusty to say the least, but I think I can proceed with a little  
prodding. Thanks in advance to all helpers!

Regards,
     Harald

-- 
Harald Wagener
Technical Lead

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

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


From ruslan.zakirov at gmail.com  Fri Mar  3 06:11:44 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 3 Mar 2006 14:11:44 +0300
Subject: [rt-users] Using User Custom Fields
In-Reply-To: <4408026C.6080908@slac.stanford.edu>
References: <4408026C.6080908@slac.stanford.edu>
Message-ID: <589c94400603030311l4961b2adv752a790c8cd77a30@mail.gmail.com>

I think code is (untested):
$user_obj->FirstCustomFieldValue('cf_name');

On 3/3/06, Chuck Boeheim <boeheim at slac.stanford.edu> wrote:
> Hi Folks,
> Does anyone have a code snippet that would retrieve a user custom
> field value, given an RT::User object?  E.g., running through the
> AdminCc list for a ticket get a custom field value for each user such
> as Role in a custom action or template?  I've got the custom field
> defined for users in the database, and can see the values; just need
> to extract them now.
> Regards,
> -Chuck
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.htm
>


--
Best regards, Ruslan.

From wouter.prins at null0.nl  Fri Mar  3 07:55:14 2006
From: wouter.prins at null0.nl (Wouter Prins)
Date: Fri, 3 Mar 2006 13:55:14 +0100
Subject: [rt-users] Some questions regarding RT
Message-ID: <20060303125514.GD52946@null0.nl>

Hello list,

I am learning a bit on how RT functions to check if it is applicable in our environment and have a few questions about this:

1.) Can RT be integrated when the primary mailserver is on M$ Exchange? Or is a *nix based mta needed? (can't help it :))

2.) When having multiple queue's and incoming email is always coming in into one queue (so staff can update the ticket info to be complete, before a techie starts working on it):
- When transferring the ticket from the incoming queue to another queue, we would like to be able to send out a request to supply several steps of information from the requestor. I managed to do this using the default conditions (on status change, on queue change); however it mostly happens these status changes already take part when working on the ticket. :) What is the best way to achieve the above? I read about the user-defined actions but i cannot find a lot of examples regarding this on the mailing-list and the wiki.

3.) I also read about creating additional status's; is it still not encouraged to use in RT3.4.5? How do you work around it? Create additional queue's or add custom fields to the tickets?
The main reason for this is that we dont want tickets to "disappear" when it is stalled. 

4.) When i have a custom field in a ticket (another ticket number) i want this additional ticketnumber to be in the subject of all email going out of RT. How can i accomplish this? 

So far RT looks very nice! 

I hope someone can answer these questions. :) 

Thanks!

Wouter

-- 

The soul would have no rainbow had the eyes no tears.


From tmaciak at ci.grand-rapids.mi.us  Fri Mar  3 08:50:49 2006
From: tmaciak at ci.grand-rapids.mi.us (tmaciak at ci.grand-rapids.mi.us)
Date: Fri, 3 Mar 2006 08:50:49 -0500
Subject: [rt-users] RT v3.4.2 with Fedora Core 4 and Apache 2?
Message-ID: <"H0000c1a011bf160.1141393848.frozone1.grand-rapids.mi.us*"@MHS>

Yes I do.  I even made sure the LD_LIB path and the ORACLE_HOME variables were set correctly because that is what got me when I installed 3.4.2 on
A FC3 box last summer.

T.J. Maciak
 
Internet/Intranet Developer
Department of IT
City of Grand Rapids
P: (616)456-3713
F: (616)456-3448


-----Original Message-----
From: Justin Zygmont [mailto:justin at cityfone.net] 
Sent: Wednesday, March 01, 2006 5:22 PM
To: Maciak, TJ
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT v3.4.2 with Fedora Core 4 and Apache 2?

Do you have DBD::Oracle installed?


tmaciak at ci.grand-rapids.mi.us wrote:
> Anybody out there have any luck migrating their existing RT 3.4.2 (or 
> any version for that matter)
> 
> Onto a FC4 os?  I tried to get it going but Apache2 and mod_perl2 were 
> giving me issues.  I read
> 
> That without modifications you could not get this version of RT working 
> with mod_perl2 so then I
> 
> Tried using fastcgi and now had issues with my oracle db not being able 
> to connect.  I had
> 
> All of the oracle env and lib variables set for root but I still kept 
> getting that DBIx error saying Oracle
> 
> Was invalid db type.
> 
> 
> If you have any tips/advice please cc them directly to me at 
> tmaciak at ci.grand-rapids.mi.us
> 
>  
> 
> Thanks,
> 
>  
> 
> T.J. Maciak
> 
>  
> 
> Internet/Intranet Developer
> Department of IT
> City of Grand Rapids
> P: (616)456-3713
> 
> F: (616)456-3448
> 
>  
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html



From dshannon at techfluent.com  Fri Mar  3 09:26:37 2006
From: dshannon at techfluent.com (Duncan Shannon)
Date: Fri, 3 Mar 2006 08:26:37 -0600
Subject: [rt-users] Some questions regarding RT
Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB4509CA1B@TF-FS2.internal.techfluent.com>

Hi Wouter-


> 1.) Can RT be integrated when the primary mailserver is on M$
Exchange? Or
> is a *nix based mta needed? (can't help it :))

Im not familiar with anyone doing this. It prob. Depends on on the
specifics on what you want to do.

We have accounts helpdesk at domain.com that are in exchange, that forward
off to helpdesk at myrtserver.domain.com 


> 
> 2.) When having multiple queue's and incoming email is always coming
in
> into one queue (so staff can update the ticket info to be complete,
before
> a techie starts working on it):
> - When transferring the ticket from the incoming queue to another
queue,
> we would like to be able to send out a request to supply several steps
of
> information from the requestor. I managed to do this using the default
> conditions (on status change, on queue change); however it mostly
happens
> these status changes already take part when working on the ticket. :)
What
> is the best way to achieve the above? I read about the user-defined
> actions but i cannot find a lot of examples regarding this on the
mailing-
> list and the wiki.


Can you clarify what is already happening and what you want to have
happen?  We changed RT to send an email to requestor when the ticket has
been assigned a user. I would imagine that if you want to move the
ticket to a different queue, and kick off an email to them requesting
information via template, you could.


> 
> 3.) I also read about creating additional status's; is it still not
> encouraged to use in RT3.4.5? How do you work around it? Create
additional
> queue's or add custom fields to the tickets?
> The main reason for this is that we dont want tickets to "disappear"
when
> it is stalled.


They don't need to disappear.. change your searches to included stalled
tickets.  You could create a stalled queue, I guess. You could also play
around with custom fields to see if that gets you anything.

> 
> 4.) When i have a custom field in a ticket (another ticket number) i
want
> this additional ticketnumber to be in the subject of all email going
out
> of RT. How can i accomplish this?
> 


So you have a custom filed that the value is another ticket, and you
want o include the value of the custom filed in the subject?  I'd guess
this is possible somehow, but its beyond my RT know how.  

Certainly try the wiki and searching the mailing list archives. There is
lots of good info out there.

> So far RT looks very nice!
> 

It truly is.


> I hope someone can answer these questions. :)
> 

I hoped I helped at least a little bit :)

Duncan


From vivek at khera.org  Fri Mar  3 10:23:46 2006
From: vivek at khera.org (Vivek Khera)
Date: Fri, 3 Mar 2006 10:23:46 -0500
Subject: [rt-users] how to switch from http:// to https://
In-Reply-To: <Pine.GSO.4.58.0603021210320.4751@rcf2.rhic.bnl.gov>
References: <4406232F.80701@internode.com.au> <20060302164531.GC9283@chaka.net>
	<Pine.GSO.4.58.0603021210320.4751@rcf2.rhic.bnl.gov>
Message-ID: <8170F63E-78F8-4A91-AB9D-6A4DC1506448@khera.org>


On Mar 2, 2006, at 12:13 PM, Tomasz Wlodek wrote:

> I understand that I need to change Set($WebBaseURL , "http://www...: 
> 80 to
> https:// and the apropriate port in the RT_SiteConf.pm
>
> Is there anything elese that needs to be done, from RT point of view?

That's it.  Then just configure your web server to answer using SSL  
on the port you specify.


From anewman at gowithips.com  Fri Mar  3 11:07:35 2006
From: anewman at gowithips.com (Newman, Austin)
Date: Fri, 3 Mar 2006 11:07:35 -0500
Subject: [rt-users] apache-fastcgi (Emory Taylor)
Message-ID: <F8BF89DA16DEE647A2DDBA30E6F507A258E46C@mail_server.gowithips.com>

Emory:

I'm running RT 3.4 on Ubuntu 5.10 Breezy Badger. The file you are
looking for should be:

/etc/request-tracker3.4/apache-fastcgi.conf

If you run into any other issues I'll definitely try to help you out.
We've been using RT for about 2 months now, and it is great!

Good luck!

If for some reason it is not there then here it is:

# Include this file with:
#
#   Include /etc/request-tracker3.4/apache-fastcgi.conf
# 
# into your Apache configuration file, either in the non-virtual
# section or into a virtual host section
#

# Note that you will need to make readable the file
# /etc/request-tracker3.4/RT_SiteConfig.pm for the www-data user. 
#
# If you allow users to run php or cgi scripts as the www-data user
# this might result in you effectively letting them know your rt
# database password and username.

# You might want to enable this line
# AddDefaultCharset UTF-8

AddHandler fastcgi-script fcgi
#FastCgiIpcDir /var/run/fastcgi

RedirectMatch ^/rt$ /rt/


FastCgiServer /usr/share/request-tracker3.4/libexec/mason_handler.fcgi

ScriptAlias /rt /usr/share/request-tracker3.4/libexec/mason_handler.fcgi

<Location /rt/>
 DirectoryIndex index.html
</Location>




>Message: 3
>Date: Thu, 2 Mar 2006 19:53:40 -0800
>From: "Emory Taylor" <etaylor at analogictech.com>
>Subject: [rt-users] apache-fastcgi
>To: "Jim Meyer" <purp at acm.org>,	"Request Tracker Users Mailing
List"
	<rt-users at lists.fsck.com>
>Message-ID:
	
<3C9EF11B3FD96D43B02C92C6C44291D0C8C3F4 at aasv2415w2k3e.analogictech.com>
	
>Content-Type: text/plain;	charset="US-ASCII"
>
>I just might be going crazy, but I can't seem to figure out what
>happened to my apache-fastcgi file on a ubuntu install I'm trying out.
>Normally I wouldn't complain to a mailing list about an obvious,
>trifling matter like that, but I can't seem to find it in any of the
>.debs I installed, if it ever had gotten installed, nor can I find it
>anywhere on the web.
>
>I'm following the ubuntu install guide on the wiki, and it specifically
>references that file so I'm assuming it exists -- I also don't have any
>similarily named fastcgi files, nor anything like the previous gentoo
>test install that I ran out of my house.
>
>I'd rather not roll my own, so if someone just wants to send me the
>file, that'd be great, or to tell me of the blazingly obvious location
>of the file, that'd also help
>
>Thanks
>
>Emory


From bgunter at arcsystems.com  Fri Mar  3 11:54:19 2006
From: bgunter at arcsystems.com (Bill Gunter)
Date: Fri, 03 Mar 2006 10:54:19 -0600
Subject: [rt-users] emails for new tickets
Message-ID: <1141404859.3068.64.camel@phobos>

Maybe I'm missing something obvious, but is there way to send an email
out of RT when a new ticket appears in a particular queue?

-- 
Bill Gunter 
Assistant Director of Information Systems 
  
ARC Systems 
P: 512.358.5377 
F: 512.892.5552 
<www.arcsystems.com>



From jjesse at ftpb.com  Fri Mar  3 12:15:04 2006
From: jjesse at ftpb.com (Jonathan Jesse)
Date: Fri, 3 Mar 2006 12:15:04 -0500
Subject: [rt-users] Some questions regarding RT
Message-ID: <A54229E93E23F34CB267F60E2E39D4FDA7094C@mail1.founderstrust.net>

We use Exchange with a mail enabled contact to forward helpdesk mail to
the RT server named helpdesk.  The helpdesk server runs sendmail and
receives email from Exchange and sends email to the Exchange smtp
server.  Works great.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Duncan
Shannon
Sent: Friday, March 03, 2006 9:27 AM
To: Wouter Prins; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Some questions regarding RT

Hi Wouter-


> 1.) Can RT be integrated when the primary mailserver is on M$
Exchange? Or
> is a *nix based mta needed? (can't help it :))

Im not familiar with anyone doing this. It prob. Depends on on the
specifics on what you want to do.

We have accounts helpdesk at domain.com that are in exchange, that forward
off to helpdesk at myrtserver.domain.com 


> 
> 2.) When having multiple queue's and incoming email is always coming
in
> into one queue (so staff can update the ticket info to be complete,
before
> a techie starts working on it):
> - When transferring the ticket from the incoming queue to another
queue,
> we would like to be able to send out a request to supply several steps
of
> information from the requestor. I managed to do this using the default
> conditions (on status change, on queue change); however it mostly
happens
> these status changes already take part when working on the ticket. :)
What
> is the best way to achieve the above? I read about the user-defined
> actions but i cannot find a lot of examples regarding this on the
mailing-
> list and the wiki.


Can you clarify what is already happening and what you want to have
happen?  We changed RT to send an email to requestor when the ticket has
been assigned a user. I would imagine that if you want to move the
ticket to a different queue, and kick off an email to them requesting
information via template, you could.


> 
> 3.) I also read about creating additional status's; is it still not
> encouraged to use in RT3.4.5? How do you work around it? Create
additional
> queue's or add custom fields to the tickets?
> The main reason for this is that we dont want tickets to "disappear"
when
> it is stalled.


They don't need to disappear.. change your searches to included stalled
tickets.  You could create a stalled queue, I guess. You could also play
around with custom fields to see if that gets you anything.

> 
> 4.) When i have a custom field in a ticket (another ticket number) i
want
> this additional ticketnumber to be in the subject of all email going
out
> of RT. How can i accomplish this?
> 


So you have a custom filed that the value is another ticket, and you
want o include the value of the custom filed in the subject?  I'd guess
this is possible somehow, but its beyond my RT know how.  

Certainly try the wiki and searching the mailing list archives. There is
lots of good info out there.

> So far RT looks very nice!
> 

It truly is.


> I hope someone can answer these questions. :)
> 

I hoped I helped at least a little bit :)

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

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


We're hiring! Come hack Perl for Best Practical:
http://bestpractical.com/about/jobs.htm


From filiderba at email.it  Fri Mar  3 13:41:35 2006
From: filiderba at email.it (fde)
Date: Fri, 03 Mar 2006 18:41:35 +0000
Subject: [rt-users] what about ldap ?
Message-ID: <1141411295.12830.4.camel@localhost>

hi I'd like to install the ldap overlay in a production environment so
my question is:
is it stable?

bye
FdE


 
 
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From purp at acm.org  Fri Mar  3 12:53:18 2006
From: purp at acm.org (Jim Meyer)
Date: Fri, 03 Mar 2006 09:53:18 -0800
Subject: [rt-users] emails for new tickets
In-Reply-To: <1141404859.3068.64.camel@phobos>
References: <1141404859.3068.64.camel@phobos>
Message-ID: <1141408398.24835.36.camel@zodiac.pdi.com>

Hello!

On Fri, 2006-03-03 at 10:54 -0600, Bill Gunter wrote:
> Maybe I'm missing something obvious, but is there way to send an email
> out of RT when a new ticket appears in a particular queue?

It's probably in the wiki somewhere, but generally there's a global
scrip that notifies whatever audience you like on ticket creation. Looks
something like "OnCreate Notify Requestors, Ccs" and "OnCreate Notify
AdminCcs". 

You'll find those settings under Configuration->Global->Scrips

Cheers!

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



From Bill at explosivo.com  Fri Mar  3 12:54:00 2006
From: Bill at explosivo.com (Bill)
Date: Fri, 3 Mar 2006 12:54:00 -0500
Subject: [rt-users] emails for new tickets
In-Reply-To: <1141404859.3068.64.camel@phobos>
References: <1141404859.3068.64.camel@phobos>
Message-ID: <20060303125400.e1eed6af.Bill@explosivo.com>

On Fri, 03 Mar 2006 10:54:19 -0600
Bill Gunter <bgunter at arcsystems.com> spake:

> Maybe I'm missing something obvious, but is there way to send an email
> out of RT when a new ticket appears in a particular queue?
> 

I added in a user as an admin cc, then there should be a scrip in there
to "On create notify Admin CC with template transaction"


-- 

Bill Chmura
Director of Internet Technology
Explosivo ITG
Wolcott, CT

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


From jjesse at ftpb.com  Fri Mar  3 12:59:29 2006
From: jjesse at ftpb.com (Jonathan Jesse)
Date: Fri, 3 Mar 2006 12:59:29 -0500
Subject: [rt-users] what about ldap ?
Message-ID: <A54229E93E23F34CB267F60E2E39D4FDA7094D@mail1.founderstrust.net>

I just setup a system using the page: "RT and Single-Sign on the Holy Grail".  Don't have the address in front of me but google for RT and Holy Grail, it's the first link

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of fde
Sent: Friday, March 03, 2006 1:42 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] what about ldap ?

hi I'd like to install the ldap overlay in a production environment so
my question is:
is it stable?

bye
FdE


 
 
 --
 Email.it, the professional e-mail, gratis per te: http://www.email.it/f
 
 Sponsor:
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_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.htm


From chaim.rieger at gmail.com  Fri Mar  3 13:11:38 2006
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Fri, 03 Mar 2006 10:11:38 -0800
Subject: [rt-users] what about ldap ?
In-Reply-To: <1141411295.12830.4.camel@localhost>
References: <1141411295.12830.4.camel@localhost>
Message-ID: <440886DA.1060307@gmail.com>

fde wrote:
> hi I'd like to install the ldap overlay in a production environment so
> my question is:
> is it stable?
> 


yes its stable.

i set up rt to use AD, openldap, and opendirectory. not hard at all.


From dmbeethe at fedex.com  Fri Mar  3 13:28:40 2006
From: dmbeethe at fedex.com (Don Beethe)
Date: Fri, 3 Mar 2006 12:28:40 -0600
Subject: [rt-users] RT and Oracle
Message-ID: <CBFD49490FF183498C0C74C2317C7FE50309AEEE@MEMEXCH06V.corp.ds.fedex.com>

 Trying to setup RT with an oracle instance. Read the notes on Oracle
Setup and did as they recommended regarding manual install of schema and
comment out the line. When trying to run the rt-setup-database, I get: 
Now creating a database for RT.
...skipped as rt is not rt or we're working with Oracle.
Now populating database schema.
Now inserting database ACLs
Now inserting RT core system objects
[Fri Mar  3 20:07:25 2006] [crit]: Connect Failed Can't connect using
this synta
x without specifying a HOST and a SID
 at rt-setup line 393
 (/opt/rt3/lib/RT.pm:295)

What am I missing? Something in the config? 

Thanks you 


From robw at plattformad.com  Fri Mar  3 14:40:57 2006
From: robw at plattformad.com (Rob Wilson)
Date: Fri, 3 Mar 2006 13:40:57 -0600
Subject: [rt-users] required fields
Message-ID: <20060303194100.885016800104@mars.plattformad.com>

Anyone have code for requiring fields to be completed?  Similar to
javascript alert boxes.

 

Thanks,

 

Rob Wilson

 

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From todd at chaka.net  Fri Mar  3 15:29:08 2006
From: todd at chaka.net (Todd Chapman)
Date: Fri, 3 Mar 2006 15:29:08 -0500
Subject: [rt-users] required fields
In-Reply-To: <20060303194100.885016800104@mars.plattformad.com>
References: <20060303194100.885016800104@mars.plattformad.com>
Message-ID: <20060303202908.GD9283@chaka.net>

That is a feature of RT 3.5/3.6

On Fri, Mar 03, 2006 at 01:40:57PM -0600, Rob Wilson wrote:
> Anyone have code for requiring fields to be completed?  Similar to
> javascript alert boxes.
> 
>  
> 
> Thanks,
> 
>  
> 
> Rob Wilson
> 
>  
> 

> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 
> 
> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.htm


From nmetrowsky at digitalglobe.com  Fri Mar  3 16:23:47 2006
From: nmetrowsky at digitalglobe.com (Nick Metrowsky)
Date: Fri, 3 Mar 2006 14:23:47 -0700
Subject: [rt-users] MySQL Server has Gone a way;
	No ticket created but e-mail is sent
Message-ID: <C1BF1C58F42A304A899E2933C220F48A32061B@COMAIL02.digitalglobe.com>

Hi Everyone,

 

A few weeks ago I sent in a message similar to the problem I am about to describe. So, I hope someone can tell me a work around, as this problem is very annoying.

 

A user uses the web interface to enter a ticket, as far as the user is concerned the ticket was entered properly and is happily on its way of being taken care of. It looks like the ticket made it because e-mails are sent to the proper parties and everything is all right with the world. Like the clich?s?

 

Anyway, behind the scenes the ticket never makes it in the database. The only record of this happening is that in /var/log/.messages (we are using linux), several errors messages are generated starting with "MySQL server has gone away". So, all the inserts and updates going to the database are dropped and no ticket is anywhere to be found.

 

The worse part about this error, it only happens less than 1% of the time.(35 times out of 3500 tickets created). 

 

I have check the database, web server and other system logs and there is nothing indicating a problem. I also checked the database structure and tables in MySQL.

 

I am running RT 3.4.4 with RTx::SearchBuilder 1.39, mysql 4.1.15, RTFM 2.1.40, RTx::AssetTracker 1.2.2, RTx::RightsMatrix 0.02.05, RTx::Statistics 1.18, Apache 2.0.55, mod_perl2, perl 5.8.7. The only thing to add is that I upgraded from RT V2 back in December.

 

The bottom line, short of trying to figure out RTx::SearchBuilder, I have trie deverything I can think of.

 

Anyway, ideas would be welcome, as well as solutions to this rather nagging problem.

 

Take care!

 

Nick

 

 

---------------------------------------------------------------------------------

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com> 

DigitalGlobe ?, An Imaging and Information Company

http://www.digitalglobe.com <http://www.digitalglobe.com> 

---------------------------------------------------------------------------------

 

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From chaim.rieger at gmail.com  Fri Mar  3 16:31:56 2006
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Fri, 03 Mar 2006 13:31:56 -0800
Subject: [rt-users] MySQL Server has Gone a way;	No ticket created but
	e-mail is sent
In-Reply-To: <C1BF1C58F42A304A899E2933C220F48A32061B@COMAIL02.digitalglobe.com>
References: <C1BF1C58F42A304A899E2933C220F48A32061B@COMAIL02.digitalglobe.com>
Message-ID: <4408B5CC.40003@gmail.com>

Nick Metrowsky wrote:
> Hi Everyone,
> 
>  
> 
> A few weeks ago I sent in a message similar to the problem I am about to 
> describe. So, I hope someone can tell me a work around, as this problem 
> is very annoying.
> 
>  
> 
> A user uses the web interface to enter a ticket, as far as the user is 
> concerned the ticket was entered properly and is happily on its way of 
> being taken care of. It looks like the ticket made it because e-mails 
> are sent to the proper parties and everything is all right with the 
> world. Like the clich?s?
> 
>  
> 
> Anyway, behind the scenes the ticket never makes it in the database. The 
> only record of this happening is that in /var/log/.messages (we are 
> using linux), several errors messages are generated starting with ?MySQL 
> server has gone away?. So, all the inserts and updates going to the 
> database are dropped and no ticket is anywhere to be found.
> 
>  
> 
> The worse part about this error, it only happens less than 1% of the 
> time.(35 times out of 3500 tickets created).
> 
>  
> 
> I have check the database, web server and other system logs and there is 
> nothing indicating a problem. I also checked the database structure and 
> tables in MySQL.
> 
>  
> 
> I am running RT 3.4.4 with RTx::SearchBuilder 1.39, mysql 4.1.15, RTFM 
> 2.1.40, RTx::AssetTracker 1.2.2, RTx::RightsMatrix 0.02.05, 
> RTx::Statistics 1.18, Apache 2.0.55, mod_perl2, perl 5.8.7. The only 
> thing to add is that I upgraded from RT V2 back in December.
> 
>  
> 
> The bottom line, short of trying to figure out RTx::SearchBuilder, I 
> have trie deverything I can think of.
> 
>  

i would not consider this to ba a rt issue, it looks like your mysql is 
dropping the connections

can you post anything interesting you have in /etc/my.cnf or the output 
of  mysqladmin variables



thanx


From sunzhoujian at yahoo.com  Fri Mar  3 16:41:42 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Fri, 3 Mar 2006 13:41:42 -0800 (PST)
Subject: [rt-users] How to setup inbounding email?
In-Reply-To: <20060303212411.4DD5E4D8417@diesel.bestpractical.com>
Message-ID: <20060303214142.59332.qmail@web33803.mail.mud.yahoo.com>

Hello, everyone,


I tried to configure according to RT Essential.
However, I do have difficult to understand the
following description from that book. I am using Qmail
right now.And my qmail was installed in
/var/qmail/bin.
My rt was installed in /opt/rt3 while my httpd sever
was installed in /usr/local/httpd2055_rt.

I described my questions in the description. However,
the main problem is what I asked before. I couldn't
find all the location described in this book. Could
you give me somehint. Right now I have to configure
the inbounding email to make it work. Right now it
will not receive any incoming email.

BTW, I am running RT with a dynamic ip address right
now. It rarely change. Where should I configure to
make qmail work with dynamic ip address?

Thanks,
--Paul


//////////////////////////////////////////////////////
.7.3. Using the mailgate with qmail
Unlike Sendmail and Postfix, qmail uses
specially-named files in a user's home directory to
determine the handler for a message. Since you have
already created a user account for RT, you can set
that user up to process all RT-related mail. When
qmail's delivery agent tries to figure out what to do
with an incoming message for a user, it first looks to
see if there is an extension to the username. By
default, this extension is separated from the username
by a dash (-), so you could have
rt-foo at rt.example.com, where rt is the username and
foo is the extension. If there is an extension, then
qmail will look in the rt user's ~/.qmail-foo file for
delivery instructions. Otherwise, it looks in the rt
user's ~/.qmail file.

To set up mail delivery into RT, you can create a
series of .qmail files, two for each queue (for
responses and comments). For example, the General
queue would be handled by these files:

//Do you know how to create the .qmail files for these

// two queues?

    # cat ~rt/.qmail-general

 |/opt/rt3/bin/rt-mailgate --queue General --action
correspond --url

http://rt.example.com/

     

    # cat ~rt/.qmail-general-comment

 |/opt/rt3/bin/rt-mailgate --queue General --action
comment --url http://rt.example.com/

//Do I have to just make a file like that?Once I
//created these two file, where should I put that
//?Should Ijust put that to the /opt/rt3 installation
//or are there other people to use?


With these files in place, mail sent to
rt-general at rt.example.com will become correspondence
in the General queue, and mail sent to
rt-general-comment at rt.example.com will become comments
in the General queue.

You also can create a catch-all .qmail-default file:


    # cat ~rt/.qmail-default

 |/opt/rt3/bin/rt-mailgate --queue $DEFAULT --action
correspond --url http://rt.example.com/




Anything sent to rt-queuename will be delivered as
correspondence to the queuename queue.

Note the rt- at the beginning of each address; that is
because the mail is actually being sent to the rt user
and handled using qmail's convenient features. Setting
up qmail so that these messages are handled globally,
and not by a particular user, is a little different.
Rather than a global /etc/aliases file, like the other
MTAs use, qmail has a general alias user that handles
all system-wide aliases. To make this user handle mail
for RT, simply create the files ~alias/.qmail-general
and ~alias/.qmail-general-comment with the same
content as before. This allows the RT addresses to be
general at rt.example.com and
general-comments at rt.example.com. Under RT2, the mail
handling script had to be setgid to the rt group, so
the user restriction was important, but under RT3,
this is no longer the case.

/////////////////////////////////////////////////////////

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


From nmetrowsky at digitalglobe.com  Fri Mar  3 16:42:03 2006
From: nmetrowsky at digitalglobe.com (Nick Metrowsky)
Date: Fri, 3 Mar 2006 14:42:03 -0700
Subject: [rt-users] MySQL Server has Gone a way;
	No ticket created but e-mail is sent
Message-ID: <C1BF1C58F42A304A899E2933C220F48A320627@COMAIL02.digitalglobe.com>

Hi Chaim,

Thank you for writing. Please find below the output of my MySQL variables from mysqladmin.

Thank you for your help in advance.

Take care!

Nick

+---------------------------------+----------------------------------------+
| Variable_name                   | Value                                  |
+---------------------------------+----------------------------------------+
| back_log                        | 50                                     |
| basedir                         | /usr/local/mysql/                      |
| binlog_cache_size               | 32768                                  |
| bulk_insert_buffer_size         | 8388608                                |
| character_set_client            | latin1                                 |
| character_set_connection        | latin1                                 |
| character_set_database          | latin1                                 |
| character_set_results           | latin1                                 |
| character_set_server            | latin1                                 |
| character_set_system            | utf8                                   |
| character_sets_dir              | /usr/local/mysql/share/mysql/charsets/ |
| collation_connection            | latin1_swedish_ci                      |
| collation_database              | latin1_swedish_ci                      |
| collation_server                | latin1_swedish_ci                      |
| concurrent_insert               | ON                                     |
| connect_timeout                 | 5                                      |
| datadir                         | /usr/local/mysql/var/                  |
| date_format                     | %Y-%m-%d                               |
| datetime_format                 | %Y-%m-%d %H:%i:%s                      |
| default_week_format             | 0                                      |
| delay_key_write                 | ON                                     |
| delayed_insert_limit            | 100                                    |
| delayed_insert_timeout          | 300                                    |
| delayed_queue_size              | 1000                                   |
| expire_logs_days                | 0                                      |
| flush                           | OFF                                    |
| flush_time                      | 0                                      |
| ft_boolean_syntax               | + -><()~*:""&|                         |
| ft_max_word_len                 | 84                                     |
| ft_min_word_len                 | 4                                      |
| ft_query_expansion_limit        | 20                                     |
| ft_stopword_file                | (built-in)                             |
| group_concat_max_len            | 1024                                   |
| have_archive                    | NO                                     |
| have_bdb                        | NO                                     |
| have_blackhole_engine           | NO                                     |
| have_compress                   | YES                                    |
| have_crypt                      | YES                                    |
| have_csv                        | NO                                     |
| have_example_engine             | NO                                     |
| have_geometry                   | YES                                    |
| have_innodb                     | YES                                    |
| have_isam                       | NO                                     |
| have_ndbcluster                 | NO                                     |
| have_openssl                    | NO                                     |
| have_query_cache                | YES                                    |
| have_raid                       | NO                                     |
| have_rtree_keys                 | YES                                    |
| have_symlink                    | YES                                    |
| init_connect                    |                                        |
| init_file                       |                                        |
| init_slave                      |                                        |
| innodb_additional_mem_pool_size | 1048576                                |
| innodb_autoextend_increment     | 8                                      |
| innodb_buffer_pool_awe_mem_mb   | 0                                      |
| innodb_buffer_pool_size         | 8388608                                |
| innodb_data_file_path           | ibdata1:10M:autoextend                 |
| innodb_data_home_dir            |                                        |
| innodb_fast_shutdown            | ON                                     |
| innodb_file_io_threads          | 4                                      |
| innodb_file_per_table           | OFF                                    |
| innodb_flush_log_at_trx_commit  | 1                                      |
| innodb_flush_method             |                                        |
| innodb_force_recovery           | 0                                      |
| innodb_lock_wait_timeout        | 50                                     |
| innodb_locks_unsafe_for_binlog  | OFF                                    |
| innodb_log_arch_dir             |                                        |
| innodb_log_archive              | OFF                                    |
| innodb_log_buffer_size          | 1048576                                |
| innodb_log_file_size            | 5242880                                |
| innodb_log_files_in_group       | 2                                      |
| innodb_log_group_home_dir       | ./                                     |
| innodb_max_dirty_pages_pct      | 90                                     |
| innodb_max_purge_lag            | 0                                      |
| innodb_mirrored_log_groups      | 1                                      |
| innodb_open_files               | 300                                    |
| innodb_table_locks              | ON                                     |
| innodb_thread_concurrency       | 8                                      |
| interactive_timeout             | 28800                                  |
| join_buffer_size                | 131072                                 |
| key_buffer_size                 | 16777216                               |
| key_cache_age_threshold         | 300                                    |
| key_cache_block_size            | 1024                                   |
| key_cache_division_limit        | 100                                    |
| language                        | /usr/local/mysql/share/mysql/english/  |
| large_files_support             | ON                                     |
| license                         | GPL                                    |
| local_infile                    | ON                                     |
| locked_in_memory                | OFF                                    |
| log                             | OFF                                    |
| log_bin                         | ON                                     |
| log_error                       |                                        |
| log_slave_updates               | OFF                                    |
| log_slow_queries                | OFF                                    |
| log_update                      | OFF                                    |
| log_warnings                    | 1                                      |
| long_query_time                 | 10                                     |
| low_priority_updates            | OFF                                    |
| lower_case_file_system          | OFF                                    |
| lower_case_table_names          | 0                                      |
| max_allowed_packet              | 1047552                                |
| max_binlog_cache_size           | 4294967295                             |
| max_binlog_size                 | 1073741824                             |
| max_connect_errors              | 10                                     |
| max_connections                 | 100                                    |
| max_delayed_threads             | 20                                     |
| max_error_count                 | 64                                     |
| max_heap_table_size             | 16777216                               |
| max_insert_delayed_threads      | 20                                     |
| max_join_size                   | 4294967295                             |
| max_length_for_sort_data        | 1024                                   |
| max_relay_log_size              | 0                                      |
| max_seeks_for_key               | 4294967295                             |
| max_sort_length                 | 1024                                   |
| max_tmp_tables                  | 32                                     |
| max_user_connections            | 0                                      |
| max_write_lock_count            | 4294967295                             |
| myisam_data_pointer_size        | 4                                      |
| myisam_max_extra_sort_file_size | 2147483648                             |
| myisam_max_sort_file_size       | 2147483647                             |
| myisam_recover_options          | OFF                                    |
| myisam_repair_threads           | 1                                      |
| myisam_sort_buffer_size         | 8388608                                |
| myisam_stats_method             | nulls_unequal                          |
| net_buffer_length               | 8192                                   |
| net_read_timeout                | 30                                     |
| net_retry_count                 | 10                                     |
| net_write_timeout               | 60                                     |
| new                             | OFF                                    |
| old_passwords                   | OFF                                    |
| open_files_limit                | 1024                                   |
| pid_file                        | /usr/local/mysql/var/mysqld.pid        |
| port                            | 3306                                   |
| preload_buffer_size             | 32768                                  |
| protocol_version                | 10                                     |
| query_alloc_block_size          | 8192                                   |
| query_cache_limit               | 1048576                                |
| query_cache_min_res_unit        | 4096                                   |
| query_cache_size                | 0                                      |
| query_cache_type                | ON                                     |
| query_cache_wlock_invalidate    | OFF                                    |
| query_prealloc_size             | 8192                                   |
| range_alloc_block_size          | 2048                                   |
| read_buffer_size                | 258048                                 |
| read_only                       | OFF                                    |
| read_rnd_buffer_size            | 520192                                 |
| relay_log_purge                 | ON                                     |
| relay_log_space_limit           | 0                                      |
| rpl_recovery_rank               | 0                                      |
| secure_auth                     | OFF                                    |
| server_id                       | 1                                      |
| skip_external_locking           | ON                                     |
| skip_networking                 | OFF                                    |
| skip_show_database              | OFF                                    |
| slave_net_timeout               | 3600                                   |
| slave_transaction_retries       | 0                                      |
| slow_launch_time                | 2                                      |
| socket                          | /tmp/mysql.sock                        |
| sort_buffer_size                | 524280                                 |
| sql_mode                        |                                        |
| sql_notes                       | ON                                     |
| sql_warnings                    | ON                                     |
| storage_engine                  | MyISAM                                 |
| sync_binlog                     | 0                                      |
| sync_frm                        | ON                                     |
| sync_replication                | 0                                      |
| sync_replication_slave_id       | 0                                      |
| sync_replication_timeout        | 0                                      |
| system_time_zone                | GMT                                    |
| table_cache                     | 64                                     |
| table_type                      | MyISAM                                 |
| thread_cache_size               | 0                                      |
| thread_stack                    | 196608                                 |
| time_format                     | %H:%i:%s                               |
| time_zone                       | SYSTEM                                 |
| tmp_table_size                  | 33554432                               |
| tmpdir                          |                                        |
| transaction_alloc_block_size    | 8192                                   |
| transaction_prealloc_size       | 4096                                   |
| tx_isolation                    | REPEATABLE-READ                        |
| version                         | 4.1.15-log                             |
| version_comment                 | Source distribution                    |
| version_compile_machine         | i686                                   |
| version_compile_os              | pc-linux-gnu                           |
| wait_timeout                    | 28800                                  |
+---------------------------------+----------------------------------------+



---------------------------------------------------------------------------------
Nick Metrowsky
Consulting System Administrator
303-684-4785 Office
303-684-4100 Fax
nmetrowsky at digitalglobe.com
DigitalGlobe ?, An Imaging and Information Company
http://www.digitalglobe.com
---------------------------------------------------------------------------------

-----Original Message-----
From: Chaim Rieger [mailto:chaim.rieger at gmail.com] 
Sent: Friday, March 03, 2006 2:32 PM
To: Nick Metrowsky
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] MySQL Server has Gone a way; No ticket created but e-mail is sent

Nick Metrowsky wrote:
> Hi Everyone,
> 
>  
> 
> A few weeks ago I sent in a message similar to the problem I am about to 
> describe. So, I hope someone can tell me a work around, as this problem 
> is very annoying.
> 
>  
> 
> A user uses the web interface to enter a ticket, as far as the user is 
> concerned the ticket was entered properly and is happily on its way of 
> being taken care of. It looks like the ticket made it because e-mails 
> are sent to the proper parties and everything is all right with the 
> world. Like the clich?s?
> 
>  
> 
> Anyway, behind the scenes the ticket never makes it in the database. The 
> only record of this happening is that in /var/log/.messages (we are 
> using linux), several errors messages are generated starting with "MySQL 
> server has gone away". So, all the inserts and updates going to the 
> database are dropped and no ticket is anywhere to be found.
> 
>  
> 
> The worse part about this error, it only happens less than 1% of the 
> time.(35 times out of 3500 tickets created).
> 
>  
> 
> I have check the database, web server and other system logs and there is 
> nothing indicating a problem. I also checked the database structure and 
> tables in MySQL.
> 
>  
> 
> I am running RT 3.4.4 with RTx::SearchBuilder 1.39, mysql 4.1.15, RTFM 
> 2.1.40, RTx::AssetTracker 1.2.2, RTx::RightsMatrix 0.02.05, 
> RTx::Statistics 1.18, Apache 2.0.55, mod_perl2, perl 5.8.7. The only 
> thing to add is that I upgraded from RT V2 back in December.
> 
>  
> 
> The bottom line, short of trying to figure out RTx::SearchBuilder, I 
> have trie deverything I can think of.
> 
>  

i would not consider this to ba a rt issue, it looks like your mysql is 
dropping the connections

can you post anything interesting you have in /etc/my.cnf or the output 
of  mysqladmin variables



thanx


From ESchultz at corp.untd.com  Fri Mar  3 17:15:10 2006
From: ESchultz at corp.untd.com (Schultz, Eric)
Date: Fri, 3 Mar 2006 14:15:10 -0800
Subject: [rt-users] MySQL Server has Gone a way;
	No ticket created but e-mail is sent
Message-ID: <5613F89D78D2F545A40423EBA5535C300DE01DFA@LAXEVS01.lax.corp.int.untd.com>


> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
> Of Nick Metrowsky
> Sent: Friday, March 03, 2006 1:42 PM
> To: Chaim Rieger
> Cc: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] MySQL Server has Gone a way;No ticket 
> created but e-mail is sent
> 
> Hi Chaim,
> 
> Thank you for writing. Please find below the output of my 
> MySQL variables from mysqladmin.
> 
> Thank you for your help in advance.
> 
> Take care!
> 
> Nick
> 
> +---------------------------------+---------------------------
> | max_allowed_packet              | 1047552                   
>

This is the variable of interest.  Unfortunately, MySQL doesn't tell you
why it dropped the connection, it just does it.  In some testing, I
found that if you are trying to do too large of an extended insert, or a
single insert is too large, your insert will fail.  This is normally
caused by large attachments, such as those over 20MB.  In your case,
anything over 1MB will fail, because that's what max_allowed_packet is
set at.  I'd bet that the 1% of the time this happens is when someone
attaches a large file.  Increase this variable and modify mysql so that
this is something that is set whenever the daemon starts up.  To set
this in the current running daemon:

mysql> set global max_allowed_packet=1677216;


From nmetrowsky at digitalglobe.com  Fri Mar  3 17:22:53 2006
From: nmetrowsky at digitalglobe.com (Nick Metrowsky)
Date: Fri, 3 Mar 2006 15:22:53 -0700
Subject: [rt-users] MySQL Server has Gone a way;
	No ticket created but e-mail is sent
Message-ID: <C1BF1C58F42A304A899E2933C220F48A320649@COMAIL02.digitalglobe.com>

Hi Eric,

Thank you for writing. This seems to be logical that this variable needs
to be increased. I just did so. However, I have seen this error occur
when a simple text message was created via the web interface, e. g.
"This is a test".

Now, it could be possible that a large packet could be being sent when
the web is involved.

Take care!

Nick

------------------------------------------------------------------------
---------
Nick Metrowsky
Consulting System Administrator
303-684-4785 Office
303-684-4100 Fax
nmetrowsky at digitalglobe.com
DigitalGlobe (r), An Imaging and Information Company
http://www.digitalglobe.com
------------------------------------------------------------------------
---------

-----Original Message-----
From: Schultz, Eric [mailto:ESchultz at corp.untd.com] 
Sent: Friday, March 03, 2006 3:15 PM
To: Nick Metrowsky; Chaim Rieger
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] MySQL Server has Gone a way;No ticket created
but e-mail is sent


> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
> Of Nick Metrowsky
> Sent: Friday, March 03, 2006 1:42 PM
> To: Chaim Rieger
> Cc: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] MySQL Server has Gone a way;No ticket 
> created but e-mail is sent
> 
> Hi Chaim,
> 
> Thank you for writing. Please find below the output of my 
> MySQL variables from mysqladmin.
> 
> Thank you for your help in advance.
> 
> Take care!
> 
> Nick
> 
> +---------------------------------+---------------------------
> | max_allowed_packet              | 1047552                   
>

This is the variable of interest.  Unfortunately, MySQL doesn't tell you
why it dropped the connection, it just does it.  In some testing, I
found that if you are trying to do too large of an extended insert, or a
single insert is too large, your insert will fail.  This is normally
caused by large attachments, such as those over 20MB.  In your case,
anything over 1MB will fail, because that's what max_allowed_packet is
set at.  I'd bet that the 1% of the time this happens is when someone
attaches a large file.  Increase this variable and modify mysql so that
this is something that is set whenever the daemon starts up.  To set
this in the current running daemon:

mysql> set global max_allowed_packet=1677216;


From todd at chaka.net  Fri Mar  3 17:25:52 2006
From: todd at chaka.net (Todd Chapman)
Date: Fri, 3 Mar 2006 17:25:52 -0500
Subject: [rt-users] MySQL Server has Gone a way;
	No ticket created but e-mail is sent
In-Reply-To: <C1BF1C58F42A304A899E2933C220F48A320649@COMAIL02.digitalglobe.com>
References: <C1BF1C58F42A304A899E2933C220F48A320649@COMAIL02.digitalglobe.com>
Message-ID: <20060303222552.GG9283@chaka.net>

On Fri, Mar 03, 2006 at 03:22:53PM -0700, Nick Metrowsky wrote:
> Hi Eric,
> 
> Thank you for writing. This seems to be logical that this variable needs
> to be increased. I just did so. However, I have seen this error occur
> when a simple text message was created via the web interface, e. g.
> "This is a test".
> 
> Now, it could be possible that a large packet could be being sent when
> the web is involved.
> 
> Take care!
> 
> Nick
> 

I doubt it. With no attachments the data should be easily
less thatn 1 meg.

I would lower that variable back to the previous setting
and see what happens wehn you send a larger attachment.

-Todd


From nmetrowsky at digitalglobe.com  Fri Mar  3 17:32:09 2006
From: nmetrowsky at digitalglobe.com (Nick Metrowsky)
Date: Fri, 3 Mar 2006 15:32:09 -0700
Subject: [rt-users] MySQL Server has Gone a way;
	No ticket created but e-mail is sent
Message-ID: <C1BF1C58F42A304A899E2933C220F48A320656@COMAIL02.digitalglobe.com>

Hi Todd,

Thank you for writing. Having the maximum packet size set to 16MB is
useful for when one has to restore the database, in the event that needs
to be done. 

I was meaning to increase it on the production system and completely
forgot to do so. 

I am curious, could a bad e-mail address to a watcher cause this type of
behavior? I discovered that one of watchers for the queue having this
problem was incorrect. Ah, the mysteries of Mason.

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: Friday, March 03, 2006 3:26 PM
To: Nick Metrowsky
Cc: Schultz, Eric; Chaim Rieger; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] MySQL Server has Gone a way; No ticket created
but e-mail is sent

On Fri, Mar 03, 2006 at 03:22:53PM -0700, Nick Metrowsky wrote:
> Hi Eric,
> 
> Thank you for writing. This seems to be logical that this variable
needs
> to be increased. I just did so. However, I have seen this error occur
> when a simple text message was created via the web interface, e. g.
> "This is a test".
> 
> Now, it could be possible that a large packet could be being sent when
> the web is involved.
> 
> Take care!
> 
> Nick
> 

I doubt it. With no attachments the data should be easily
less thatn 1 meg.

I would lower that variable back to the previous setting
and see what happens wehn you send a larger attachment.

-Todd


From ESchultz at corp.untd.com  Fri Mar  3 17:33:55 2006
From: ESchultz at corp.untd.com (Schultz, Eric)
Date: Fri, 3 Mar 2006 14:33:55 -0800
Subject: [rt-users] MySQL Server has Gone a way;
	No ticket created but e-mail is sent
Message-ID: <5613F89D78D2F545A40423EBA5535C300DE01E3E@LAXEVS01.lax.corp.int.untd.com>

 

> -----Original Message-----
> From: Todd Chapman [mailto:todd at chaka.net] 
> Sent: Friday, March 03, 2006 2:26 PM
> To: Nick Metrowsky
> Cc: Schultz, Eric; Chaim Rieger; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] MySQL Server has Gone a way; No 
> ticket created but e-mail is sent
> 
> On Fri, Mar 03, 2006 at 03:22:53PM -0700, Nick Metrowsky wrote:
> > Hi Eric,
> > 
> > Thank you for writing. This seems to be logical that this 
> variable needs
> > to be increased. I just did so. However, I have seen this 
> error occur
> > when a simple text message was created via the web interface, e. g.
> > "This is a test".
> > 
> > Now, it could be possible that a large packet could be 
> being sent when
> > the web is involved.
> > 
> > Take care!
> > 
> > Nick
> > 
> 
> I doubt it. With no attachments the data should be easily
> less thatn 1 meg.
> 
> I would lower that variable back to the previous setting
> and see what happens wehn you send a larger attachment.
> 
> -Todd
> 

If it's happening for something so small, then Todd is right, that won't
be the problem.  There are various settings to mess with on your MySQL
server, but I wonder if it isn't just a network problem between the
database machine and the machine RT is hosted on?  Maybe have mtr
running for awhile and see if any packets are getting dropped.  Are you
able to put the two on the same machine?

This may also shed some light:
http://dev.mysql.com/doc/refman/4.1/en/gone-away.html

Eric


From todd at chaka.net  Fri Mar  3 17:34:53 2006
From: todd at chaka.net (Todd Chapman)
Date: Fri, 3 Mar 2006 17:34:53 -0500
Subject: [rt-users] MySQL Server has Gone a way;
	No ticket created but e-mail is sent
In-Reply-To: <C1BF1C58F42A304A899E2933C220F48A320656@COMAIL02.digitalglobe.com>
References: <C1BF1C58F42A304A899E2933C220F48A320656@COMAIL02.digitalglobe.com>
Message-ID: <20060303223452.GH9283@chaka.net>

On Fri, Mar 03, 2006 at 03:32:09PM -0700, Nick Metrowsky wrote:
> Hi Todd,
> 
> Thank you for writing. Having the maximum packet size set to 16MB is
> useful for when one has to restore the database, in the event that needs
> to be done. 
> 
> I was meaning to increase it on the production system and completely
> forgot to do so. 
> 
> I am curious, could a bad e-mail address to a watcher cause this type of
> behavior? I discovered that one of watchers for the queue having this
> problem was incorrect. Ah, the mysteries of Mason.

I doubt it.


From nmetrowsky at digitalglobe.com  Fri Mar  3 17:47:44 2006
From: nmetrowsky at digitalglobe.com (Nick Metrowsky)
Date: Fri, 3 Mar 2006 15:47:44 -0700
Subject: [rt-users] MySQL Server has Gone a way;
	No ticket created but e-mail is sent
Message-ID: <C1BF1C58F42A304A899E2933C220F48A320663@COMAIL02.digitalglobe.com>


Hi Eric & Todd,

I believe both of you are right. According to mysqladmin, the
wait_timeout variable is set to 28800 (I assume this is seconds) or 480
minutes. The MySQL server has gone away message is almost immediate. By
the way, my connect timeout is set to 5, should I increase that to lets
say 60?

Take care!

Nick


------------------------------------------------------------------------
---------
Nick Metrowsky
Consulting System Administrator
303-684-4785 Office
303-684-4100 Fax
nmetrowsky at digitalglobe.com
DigitalGlobe (r), An Imaging and Information Company
http://www.digitalglobe.com
------------------------------------------------------------------------
---------

-----Original Message-----
From: Schultz, Eric [mailto:ESchultz at corp.untd.com] 
Sent: Friday, March 03, 2006 3:34 PM
To: Todd Chapman; Nick Metrowsky
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] MySQL Server has Gone a way; No ticket created
but e-mail is sent

 

> -----Original Message-----
> From: Todd Chapman [mailto:todd at chaka.net] 
> Sent: Friday, March 03, 2006 2:26 PM
> To: Nick Metrowsky
> Cc: Schultz, Eric; Chaim Rieger; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] MySQL Server has Gone a way; No 
> ticket created but e-mail is sent
> 
> On Fri, Mar 03, 2006 at 03:22:53PM -0700, Nick Metrowsky wrote:
> > Hi Eric,
> > 
> > Thank you for writing. This seems to be logical that this 
> variable needs
> > to be increased. I just did so. However, I have seen this 
> error occur
> > when a simple text message was created via the web interface, e. g.
> > "This is a test".
> > 
> > Now, it could be possible that a large packet could be 
> being sent when
> > the web is involved.
> > 
> > Take care!
> > 
> > Nick
> > 
> 
> I doubt it. With no attachments the data should be easily
> less thatn 1 meg.
> 
> I would lower that variable back to the previous setting
> and see what happens wehn you send a larger attachment.
> 
> -Todd
> 

If it's happening for something so small, then Todd is right, that won't
be the problem.  There are various settings to mess with on your MySQL
server, but I wonder if it isn't just a network problem between the
database machine and the machine RT is hosted on?  Maybe have mtr
running for awhile and see if any packets are getting dropped.  Are you
able to put the two on the same machine?

This may also shed some light:
http://dev.mysql.com/doc/refman/4.1/en/gone-away.html

Eric


From nadeem.shahbaz at prog.awpdc.com  Fri Mar  3 18:12:13 2006
From: nadeem.shahbaz at prog.awpdc.com (Nadeem Shahbaz)
Date: Sat, 04 Mar 2006 04:12:13 +0500
Subject: [rt-users] How to setup inbounding email?
In-Reply-To: <20060303214142.59332.qmail@web33803.mail.mud.yahoo.com>
References: <20060303214142.59332.qmail@web33803.mail.mud.yahoo.com>
Message-ID: <4408CD4D.4070805@prog.awpdc.com>



zhou jian wrote:
> 
> BTW, I am running RT with a dynamic ip address right
> now. It rarely change. Where should I configure to
> make qmail work with dynamic ip address?
> 

I believe its very hard to use inbound mail with DHCP. You need to use
ur FQDN in qmail configuration, if ur ISP provides any.

Nadeem


From ruslan.zakirov at gmail.com  Fri Mar  3 18:32:21 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Sat, 4 Mar 2006 02:32:21 +0300
Subject: [rt-users] MySQL Server has Gone a way;
	No ticket created but e-mail is sent
In-Reply-To: <C1BF1C58F42A304A899E2933C220F48A320649@COMAIL02.digitalglobe.com>
References: <C1BF1C58F42A304A899E2933C220F48A320649@COMAIL02.digitalglobe.com>
Message-ID: <589c94400603031532q786549c5qd9ad43ddbeb7a94@mail.gmail.com>

I saw such problem with mod_perl-2.0.x, then I rebuilt perl, libperl,
mod_perl, DBI and DBD::mysql from sources and problem's gone away, I
don't know exactly reason of the error.

2ALL: max_allowed_packet don't drop connections, but generate error
message, error "mysql has gone away" means that your server was
killed/seg faulted or something like that.

On 3/4/06, Nick Metrowsky <nmetrowsky at digitalglobe.com> wrote:
> Hi Eric,
>
> Thank you for writing. This seems to be logical that this variable needs
> to be increased. I just did so. However, I have seen this error occur
> when a simple text message was created via the web interface, e. g.
> "This is a test".
>
> Now, it could be possible that a large packet could be being sent when
> the web is involved.
>
> Take care!
>
> Nick
>
> ------------------------------------------------------------------------
> ---------
> Nick Metrowsky
> Consulting System Administrator
> 303-684-4785 Office
> 303-684-4100 Fax
> nmetrowsky at digitalglobe.com
> DigitalGlobe (r), An Imaging and Information Company
> http://www.digitalglobe.com
> ------------------------------------------------------------------------
> ---------
>
> -----Original Message-----
> From: Schultz, Eric [mailto:ESchultz at corp.untd.com]
> Sent: Friday, March 03, 2006 3:15 PM
> To: Nick Metrowsky; Chaim Rieger
> Cc: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] MySQL Server has Gone a way;No ticket created
> but e-mail is sent
>
>
> > -----Original Message-----
> > From: rt-users-bounces at lists.bestpractical.com
> > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf
> > Of Nick Metrowsky
> > Sent: Friday, March 03, 2006 1:42 PM
> > To: Chaim Rieger
> > Cc: rt-users at lists.bestpractical.com
> > Subject: RE: [rt-users] MySQL Server has Gone a way;No ticket
> > created but e-mail is sent
> >
> > Hi Chaim,
> >
> > Thank you for writing. Please find below the output of my
> > MySQL variables from mysqladmin.
> >
> > Thank you for your help in advance.
> >
> > Take care!
> >
> > Nick
> >
> > +---------------------------------+---------------------------
> > | max_allowed_packet              | 1047552
> >
>
> This is the variable of interest.  Unfortunately, MySQL doesn't tell you
> why it dropped the connection, it just does it.  In some testing, I
> found that if you are trying to do too large of an extended insert, or a
> single insert is too large, your insert will fail.  This is normally
> caused by large attachments, such as those over 20MB.  In your case,
> anything over 1MB will fail, because that's what max_allowed_packet is
> set at.  I'd bet that the 1% of the time this happens is when someone
> attaches a large file.  Increase this variable and modify mysql so that
> this is something that is set whenever the daemon starts up.  To set
> this in the current running daemon:
>
> mysql> set global max_allowed_packet=1677216;
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.htm
>


--
Best regards, Ruslan.

From erikerik at gmail.com  Fri Mar  3 18:40:50 2006
From: erikerik at gmail.com (Erik Anderson)
Date: Fri, 3 Mar 2006 17:40:50 -0600
Subject: [rt-users] gentoo+fastcgi+rt-3.4.5 problem
Message-ID: <fc40260f0603031540v30e15bb8x55683fc8b6c450f0@mail.gmail.com>

Greetings - I'm trying to get RT set up on a Gentoo server.  I've
followed the instructions on the BestPractical wiki [1] to the letter,
but I'm still getting this error in my logs whenever I try and pull up
RT in a web browser:

[Fri Mar 03 15:40:04 2006] [warn] FastCGI: server
"/var/www/helpdesk/rt-3.4.5/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

I'm running apache-2.0.55, mysql-4.1.14, mod_fastcgi-2.4.2, and rt-3.4.5.

When I browse to the URL for RT, the browser sits for ~60 seconds
trying to load the page and eventually gives up when the server throws
a 500 "Internal Server Error".

Any ideas?

Thanks-
Erik

[1] http://wiki.bestpractical.com/index.cgi?GentooInstallGuide

--
Erik Anderson
http://andersonfam.org


From wouter.prins at null0.nl  Sat Mar  4 07:30:45 2006
From: wouter.prins at null0.nl (Wouter Prins)
Date: Sat, 4 Mar 2006 13:30:45 +0100
Subject: [rt-users] Some questions regarding RT
In-Reply-To: <2B7B7880538AA440B5FBCE7A56E8CB4509CA1B@TF-FS2.internal.techfluent.com>
References: <2B7B7880538AA440B5FBCE7A56E8CB4509CA1B@TF-FS2.internal.techfluent.com>
Message-ID: <20060304123045.GA80417@null0.nl>

On Fri, Mar 03, 2006 at 08:26:37AM -0600, Duncan Shannon wrote:
> Hi Wouter-
> 
> 
> > 1.) Can RT be integrated when the primary mailserver is on M$
> Exchange? Or
> > is a *nix based mta needed? (can't help it :))
> 
> Im not familiar with anyone doing this. It prob. Depends on on the
> specifics on what you want to do.
> 
> We have accounts helpdesk at domain.com that are in exchange, that forward
> off to helpdesk at myrtserver.domain.com 

I will do the same for this then! :)

> 
> 
> > 
> > 2.) When having multiple queue's and incoming email is always coming
> in
> > into one queue (so staff can update the ticket info to be complete,
> before
> > a techie starts working on it):
> > - When transferring the ticket from the incoming queue to another
> queue,
> > we would like to be able to send out a request to supply several steps
> of
> > information from the requestor. I managed to do this using the default
> > conditions (on status change, on queue change); however it mostly
> happens
> > these status changes already take part when working on the ticket. :)
> What
> > is the best way to achieve the above? I read about the user-defined
> > actions but i cannot find a lot of examples regarding this on the
> mailing-
> > list and the wiki.
> 
> 
> Can you clarify what is already happening and what you want to have
> happen?  We changed RT to send an email to requestor when the ticket has
> been assigned a user. I would imagine that if you want to move the
> ticket to a different queue, and kick off an email to them requesting
> information via template, you could.

1.) ticket is coming into the general queue
2.) helpdesk staff is completing the ticket accoring to contract and blablabla
3.) helpdesk staff moves the ticket from general queue to another queue
4.) when the ticket is coming in to the other queue, it should send out a message to the requestor for basic information. i would like to happen this for only one time! (The ticket might appear in other queue's while working on the ticket, it should not be the case that when this ticket comes back into the queue the info is requested again.)

I hope this is clearer :D

> 
> 
> > 
> > 3.) I also read about creating additional status's; is it still not
> > encouraged to use in RT3.4.5? How do you work around it? Create
> additional
> > queue's or add custom fields to the tickets?
> > The main reason for this is that we dont want tickets to "disappear"
> when
> > it is stalled.
> 
> 
> They don't need to disappear.. change your searches to included stalled
> tickets.  You could create a stalled queue, I guess. You could also play
> around with custom fields to see if that gets you anything.

clear. :)

> 
> > 
> > 4.) When i have a custom field in a ticket (another ticket number) i
> want
> > this additional ticketnumber to be in the subject of all email going
> out
> > of RT. How can i accomplish this?
> > 
> 
> 
> So you have a custom filed that the value is another ticket, and you
> want o include the value of the custom filed in the subject?  I'd guess
> this is possible somehow, but its beyond my RT know how.  
> 
> Certainly try the wiki and searching the mailing list archives. There is
> lots of good info out there.
>

Yup; did not find anything as of yet.
 
> > So far RT looks very nice!
> > 
> 
> It truly is.
> 
> 
> > I hope someone can answer these questions. :)
> > 
> 
> I hoped I helped at least a little bit :)

It did; a little ;)

> 
> Duncan

-- 

"Nuclear war would really set back cable."
		-- Ted Turner


From wouter.prins at null0.nl  Sat Mar  4 07:32:26 2006
From: wouter.prins at null0.nl (Wouter Prins)
Date: Sat, 4 Mar 2006 13:32:26 +0100
Subject: [rt-users] RT 3.4.5 in FreeBSD
Message-ID: <20060304123226.GB80417@null0.nl>

Hi,

The maintainer of the RT port in freebsd seems to be gone, on holiday or whatever. At least he's not responding to email at all.
Has anyone made a own port for this?

Thanks,

Wouter
-- 

Real programmers don't write in FORTRAN.  FORTRAN is for pipe stress
freaks and crystallography weenies.  FORTRAN is for wimp engineers who
wear white socks.


From sunzhoujian at yahoo.com  Sat Mar  4 15:01:00 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Sat, 4 Mar 2006 12:01:00 -0800 (PST)
Subject: [rt-users] How to setup inbounding email?
In-Reply-To: <4408CD4D.4070805@prog.awpdc.com>
Message-ID: <20060304200100.42694.qmail@web33815.mail.mud.yahoo.com>

I checked the "FQDN" as you mentioned."FQDN is the
fully qualified domain name of the POP server you're
setting up, e.g., pop.example.net".Since I am in a
research group right now. Probably I can get this kind
of FQDN setting. My question is, is this possible for
getting FQDN even for a dynamic ip address? 

--- Nadeem Shahbaz <nadeem.shahbaz at prog.awpdc.com>
wrote:

> 
> 
> zhou jian wrote:
> > 
> > BTW, I am running RT with a dynamic ip address
> right
> > now. It rarely change. Where should I configure to
> > make qmail work with dynamic ip address?
> > 
> 
> I believe its very hard to use inbound mail with
> DHCP. You need to use
> ur FQDN in qmail configuration, if ur ISP provides
> any.
> 
> Nadeem
> 


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


From tob at brummix.de  Sat Mar  4 15:05:00 2006
From: tob at brummix.de (Torsten Brumm)
Date: 04 Mar 2006 21:05:00 +0100
Subject: [rt-users] How to setup inbounding email?
Message-ID: <3224351143.500495@www.chatteremail.com>

try dyndns.
Torsten
-----------------------
Sent with ChatterEmail
True push email for the Treo Smartphone
http://get.chatteremail.com


-----Original Message-----
From: zhou jian <sunzhoujian at yahoo.com>
Date: Saturday, Mar 4, 2006 9:01 pm
Subject: Re: [rt-users] How to setup inbounding email?

I checked the "FQDN" as you mentioned."FQDN is the
fully qualified domain name of the POP server you're
setting up, e.g., pop.example.net".Since I am in a
research group right now. Probably I can get this kind
of FQDN setting. My question is, is this possible for
getting FQDN even for a dynamic ip address?
--- Nadeem Shahbaz <nadeem.shahbaz at prog.awpdc.com>
wrote:

>>> zhou jian wrote:
> >> > BTW, I am running RT with a dynamic ip address
> right
> > now. It rarely change. Where should I configure to
> > make qmail work with dynamic ip address?
> >>> I believe its very hard to use inbound mail with
> DHCP. You need to use
> ur FQDN in qmail configuration, if ur ISP provides
> any.
>> Nadeem
>

__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection aroundhttp://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.htm 



From sunzhoujian at yahoo.com  Sat Mar  4 15:09:56 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Sat, 4 Mar 2006 12:09:56 -0800 (PST)
Subject: [rt-users] How to setup inbounding email?
Message-ID: <20060304200956.70289.qmail@web33811.mail.mud.yahoo.com>

If I got the static ip address, how should I configure
to make the whole process work?

--- zhou jian <sunzhoujian at yahoo.com> wrote:

> I checked the "FQDN" as you mentioned."FQDN is the
> fully qualified domain name of the POP server you're
> setting up, e.g., pop.example.net".Since I am in a
> research group right now. Probably I can get this
> kind
> of FQDN setting. My question is, is this possible
> for
> getting FQDN even for a dynamic ip address? 
> 
> --- Nadeem Shahbaz <nadeem.shahbaz at prog.awpdc.com>
> wrote:
> 
> > 
> > 
> > zhou jian wrote:
> > > 
> > > BTW, I am running RT with a dynamic ip address
> > right
> > > now. It rarely change. Where should I configure
> to
> > > make qmail work with dynamic ip address?
> > > 
> > 
> > I believe its very hard to use inbound mail with
> > DHCP. You need to use
> > ur FQDN in qmail configuration, if ur ISP provides
> > any.
> > 
> > Nadeem
> > 
> 
> 
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam
> protection around 
> http://mail.yahoo.com 
> 


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


From tob at brummix.de  Sat Mar  4 15:12:00 2006
From: tob at brummix.de (Torsten Brumm)
Date: 04 Mar 2006 21:12:00 +0100
Subject: [rt-users] How to setup inbounding email?
Message-ID: <3224351574.538259@www.chatteremail.com>

try to set up a mx record for your mail server...
-----------------------
Sent with ChatterEmail
True push email for the Treo Smartphone
http://get.chatteremail.com


-----Original Message-----
From: zhou jian <sunzhoujian at yahoo.com>
Date: Saturday, Mar 4, 2006 9:09 pm
Subject: Re: [rt-users] How to setup inbounding email?

If I got the static ip address, how should I configure
to make the whole process work?

--- zhou jian <sunzhoujian at yahoo.com> wrote:

> I checked the "FQDN" as you mentioned."FQDN is the
> fully qualified domain name of the POP server you're
> setting up, e.g., pop.example.net".Since I am in a
> research group right now. Probably I can get this
> kind
> of FQDN setting. My question is, is this possible
> for
> getting FQDN even for a dynamic ip address?>> --- Nadeem Shahbaz <nadeem.shahbaz at prog.awpdc.com>
> wrote:
>> >> >> > zhou jian wrote:
> > >> > > BTW, I am running RT with a dynamic ip address
> > right
> > > now. It rarely change. Where should I configure
> to
> > > make qmail work with dynamic ip address?
> > >> >> > I believe its very hard to use inbound mail with
> > DHCP. You need to use
> > ur FQDN in qmail configuration, if ur ISP provides
> > any.
> >> > Nadeem
> >>>> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam
> protection around> http://mail.yahoo.com>

__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection aroundhttp://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.htm 



From sunzhoujian at yahoo.com  Sat Mar  4 15:20:41 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Sat, 4 Mar 2006 12:20:41 -0800 (PST)
Subject: [rt-users] How to setup inbounding email?
In-Reply-To: <3224351143.500495@www.chatteremail.com>
Message-ID: <20060304202041.85806.qmail@web33809.mail.mud.yahoo.com>

THanks a lot. Could you tell me how do you configure
this with qmail and RT? Since I am really a newbie in
this field, I would appreciate your detailed
information. Thanks again for your help.

--- Torsten Brumm <tob at brummix.de> wrote:

> try dyndns.
> Torsten
> -----------------------
> Sent with ChatterEmail
> True push email for the Treo Smartphone
> http://get.chatteremail.com
> 
> 
> -----Original Message-----
> From: zhou jian <sunzhoujian at yahoo.com>
> Date: Saturday, Mar 4, 2006 9:01 pm
> Subject: Re: [rt-users] How to setup inbounding
> email?
> 
> I checked the "FQDN" as you mentioned."FQDN is the
> fully qualified domain name of the POP server you're
> setting up, e.g., pop.example.net".Since I am in a
> research group right now. Probably I can get this
> kind
> of FQDN setting. My question is, is this possible
> for
> getting FQDN even for a dynamic ip address?
> --- Nadeem Shahbaz <nadeem.shahbaz at prog.awpdc.com>
> wrote:
> 
> >>> zhou jian wrote:
> > >> > BTW, I am running RT with a dynamic ip
> address
> > right
> > > now. It rarely change. Where should I configure
> to
> > > make qmail work with dynamic ip address?
> > >>> I believe its very hard to use inbound mail
> with
> > DHCP. You need to use
> > ur FQDN in qmail configuration, if ur ISP provides
> > any.
> >> Nadeem
> >
> 
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam
> protection
>
aroundhttp://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.htm 
> 
> 


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

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


From tob at brummix.de  Sat Mar  4 15:34:00 2006
From: tob at brummix.de (Torsten Brumm)
Date: 04 Mar 2006 21:34:00 +0100
Subject: [rt-users] How to setup inbounding email?
Message-ID: <3224352845.613902@www.chatteremail.com>

ok,
is your box connected to the net with a dynamic ip - SET UP a dyndns entry (www.dyndns.org) with a mx record. Get the dyndns client from there and configure. Now you can reach your box via dns. Setup apache virt. Host to work correctly (google helps) with the dnydns service, configure your qmail (sorry can't help, using exim) and follow the tips at the wiki for mail setup.

Torsten
-----------------------
Sent with ChatterEmail
True push email for the Treo Smartphone
http://get.chatteremail.com


-----Original Message-----
From: zhou jian <sunzhoujian at yahoo.com>
Date: Saturday, Mar 4, 2006 9:20 pm
Subject: Re: [rt-users] How to setup inbounding email?

THanks a lot. Could you tell me how do you configure
this with qmail and RT? Since I am really a newbie in
this field, I would appreciate your detailed
information. Thanks again for your help.

--- Torsten Brumm <tob at brummix.de> wrote:

> try dyndns.
 Torsten
 -----------------------
 Sent with ChatterEmail
 True push email for the Treo Smartphone
 http://get.chatteremail.com
 
 
 -----Original Message-----
 From: zhou jian <sunzhoujian at yahoo.com>
 Date: Saturday, Mar 4, 2006 9:01 pm
 Subject: Re: [rt-users] How to setup inbounding
 email?
 
 I checked the "FQDN" as you mentioned."FQDN is the
 fully qualified domain name of the POP server you're
 setting up, e.g., pop.example.net".Since I am in a
 research group right now. Probably I can get this
 kind
 of FQDN setting. My question is, is this possible
 for
 getting FQDN even for a dynamic ip address?
 --- Nadeem Shahbaz <nadeem.shahbaz at prog.awpdc.com>
 wrote:
 
 >>> zhou jian wrote:
 > >> > BTW, I am running RT with a dynamic ip
 address
 > right
 > > now. It rarely change. Where should I configure
 to
 > > make qmail work with dynamic ip address?
 > >>> I believe its very hard to use inbound mail
 with
 > DHCP. You need to use
 > ur FQDN in qmail configuration, if ur ISP provides
 > any.
 >> Nadeem
 >
 
 __________________________________________________
 Do You Yahoo!?
 Tired of spam?  Yahoo! Mail has the best spam
 protection

aroundhttp://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.htm 
 
 


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

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




From sunzhoujian at yahoo.com  Sat Mar  4 22:31:21 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Sat, 4 Mar 2006 19:31:21 -0800 (PST)
Subject: [rt-users] How to setup inbounding email?
In-Reply-To: <3224352845.613902@www.chatteremail.com>
Message-ID: <20060305033121.9747.qmail@web33808.mail.mud.yahoo.com>

I took a look at this one. It looks like that I have
to   
purchase some kind of dns name. Also, why do I have to
use exim since I am going to use qmail?

--- Torsten Brumm <tob at brummix.de> wrote:

> ok,
> is your box connected to the net with a dynamic ip -
> SET UP a dyndns entry (www.dyndns.org) with a mx
> record. Get the dyndns client from there and
> configure. Now you can reach your box via dns. Setup
> apache virt. Host to work correctly (google helps)
> with the dnydns service, configure your qmail (sorry
> can't help, using exim) and follow the tips at the
> wiki for mail setup.
> 
> Torsten
> -----------------------
> Sent with ChatterEmail
> True push email for the Treo Smartphone
> http://get.chatteremail.com
> 
> 
> -----Original Message-----
> From: zhou jian <sunzhoujian at yahoo.com>
> Date: Saturday, Mar 4, 2006 9:20 pm
> Subject: Re: [rt-users] How to setup inbounding
> email?
> 
> THanks a lot. Could you tell me how do you configure
> this with qmail and RT? Since I am really a newbie
> in
> this field, I would appreciate your detailed
> information. Thanks again for your help.
> 
> --- Torsten Brumm <tob at brummix.de> wrote:
> 
> > try dyndns.
>  Torsten
>  -----------------------
>  Sent with ChatterEmail
>  True push email for the Treo Smartphone
>  http://get.chatteremail.com
>  
>  
>  -----Original Message-----
>  From: zhou jian <sunzhoujian at yahoo.com>
>  Date: Saturday, Mar 4, 2006 9:01 pm
>  Subject: Re: [rt-users] How to setup inbounding
>  email?
>  
>  I checked the "FQDN" as you mentioned."FQDN is the
>  fully qualified domain name of the POP server
> you're
>  setting up, e.g., pop.example.net".Since I am in a
>  research group right now. Probably I can get this
>  kind
>  of FQDN setting. My question is, is this possible
>  for
>  getting FQDN even for a dynamic ip address?
>  --- Nadeem Shahbaz <nadeem.shahbaz at prog.awpdc.com>
>  wrote:
>  
>  >>> zhou jian wrote:
>  > >> > BTW, I am running RT with a dynamic ip
>  address
>  > right
>  > > now. It rarely change. Where should I configure
>  to
>  > > make qmail work with dynamic ip address?
>  > >>> I believe its very hard to use inbound mail
>  with
>  > DHCP. You need to use
>  > ur FQDN in qmail configuration, if ur ISP
> provides
>  > any.
>  >> Nadeem
>  >
>  
>  __________________________________________________
>  Do You Yahoo!?
>  Tired of spam?  Yahoo! Mail has the best spam
>  protection
> 
>
aroundhttp://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.htm 
>  
>  
> 
> 
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam
> protection around 
> http://mail.yahoo.com 
> 
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam
> protection around 
> http://mail.yahoo.com 
> 
> 
> 


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


From sunzhoujian at yahoo.com  Sat Mar  4 22:33:32 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Sat, 4 Mar 2006 19:33:32 -0800 (PST)
Subject: [rt-users] How to setup inbounding email?
In-Reply-To: <3224352845.613902@www.chatteremail.com>
Message-ID: <20060305033332.97391.qmail@web33803.mail.mud.yahoo.com>

For virtual hostname, If I can purchase one, I just
setup that in my httpd.conf file. Since I don't have
experience on that, what type of service should I
purchase there?

--- Torsten Brumm <tob at brummix.de> wrote:

> ok,
> is your box connected to the net with a dynamic ip -
> SET UP a dyndns entry (www.dyndns.org) with a mx
> record. Get the dyndns client from there and
> configure. Now you can reach your box via dns. Setup
> apache virt. Host to work correctly (google helps)
> with the dnydns service, configure your qmail (sorry
> can't help, using exim) and follow the tips at the
> wiki for mail setup.
> 
> Torsten
> -----------------------
> Sent with ChatterEmail
> True push email for the Treo Smartphone
> http://get.chatteremail.com
> 
> 
> -----Original Message-----
> From: zhou jian <sunzhoujian at yahoo.com>
> Date: Saturday, Mar 4, 2006 9:20 pm
> Subject: Re: [rt-users] How to setup inbounding
> email?
> 
> THanks a lot. Could you tell me how do you configure
> this with qmail and RT? Since I am really a newbie
> in
> this field, I would appreciate your detailed
> information. Thanks again for your help.
> 
> --- Torsten Brumm <tob at brummix.de> wrote:
> 
> > try dyndns.
>  Torsten
>  -----------------------
>  Sent with ChatterEmail
>  True push email for the Treo Smartphone
>  http://get.chatteremail.com
>  
>  
>  -----Original Message-----
>  From: zhou jian <sunzhoujian at yahoo.com>
>  Date: Saturday, Mar 4, 2006 9:01 pm
>  Subject: Re: [rt-users] How to setup inbounding
>  email?
>  
>  I checked the "FQDN" as you mentioned."FQDN is the
>  fully qualified domain name of the POP server
> you're
>  setting up, e.g., pop.example.net".Since I am in a
>  research group right now. Probably I can get this
>  kind
>  of FQDN setting. My question is, is this possible
>  for
>  getting FQDN even for a dynamic ip address?
>  --- Nadeem Shahbaz <nadeem.shahbaz at prog.awpdc.com>
>  wrote:
>  
>  >>> zhou jian wrote:
>  > >> > BTW, I am running RT with a dynamic ip
>  address
>  > right
>  > > now. It rarely change. Where should I configure
>  to
>  > > make qmail work with dynamic ip address?
>  > >>> I believe its very hard to use inbound mail
>  with
>  > DHCP. You need to use
>  > ur FQDN in qmail configuration, if ur ISP
> provides
>  > any.
>  >> Nadeem
>  >
>  
>  __________________________________________________
>  Do You Yahoo!?
>  Tired of spam?  Yahoo! Mail has the best spam
>  protection
> 
>
aroundhttp://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.htm 
>  
>  
> 
> 
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam
> protection around 
> http://mail.yahoo.com 
> 
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam
> protection around 
> http://mail.yahoo.com 
> 
> 
> 


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

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


From Bill at explosivo.com  Sun Mar  5 00:06:46 2006
From: Bill at explosivo.com (Bill)
Date: Sun, 5 Mar 2006 00:06:46 -0500
Subject: [rt-users] RT 3.4.5 in FreeBSD
In-Reply-To: <20060304222706.757eafdf.Bill.Chmura@Explosivo.com>
References: <20060304123226.GB80417@null0.nl>
	<20060304222706.757eafdf.Bill.Chmura@Explosivo.com>
Message-ID: <20060305000646.9d1fa84c.Bill@explosivo.com>

On Sat, 4 Mar 2006 22:27:06 -0500
Bill Chmura <Bill.Chmura at Explosivo.com> spake:

> On Sat, 4 Mar 2006 13:32:26 +0100
> Wouter Prins <wouter.prins at null0.nl> spake:
> 
> > Hi,
> > 
> > The maintainer of the RT port in freebsd seems to be gone, on holiday or whatever. At least he's not responding to email at all.
> > Has anyone made a own port for this?
> > 
> > Thanks,
> > 
> > Wouter
> > -- 
> > 
> 
> 
 Wouter,
 
 Don't know how much it will help, but I posted instructions in the wiki
 for installing on OpenBSD.  Its no port or package, but should help you
 somewhat.
 
 Bill


From ringo at albumsnaps.com  Sun Mar  5 09:27:09 2006
From: ringo at albumsnaps.com (Rich Birch)
Date: Sun, 5 Mar 2006 14:27:09 +0000
Subject: [rt-users] Session error
Message-ID: <200603051427.09068.ringo@albumsnaps.com>

I've just managed to get rt installed on a redhat enterprise 4 server, with 
mysql 5.0. The database was installed fine and I get the login page upon the 
first visit to the rt site, but if i refresh the page or attempt to log in i 
get the following error:


---------------------------
RT couldn't store your session.
This may mean that that the directory '/opt/rt3/var/session_data' isn't 
writable or a database table is missing or corrupt.



Trace begun at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Exceptions.pm line 
129
HTML::Mason::Exceptions::rethrow_exception('RT couldn\'t store your 
session.^JThis may mean that that the directory \'/opt/rt3/var/session_data\' 
isn\'t writable or a database table is missing or corrupt.^J^J') called 
at /opt/rt3/share/html/Elements/SetupSessionCookie line 90
HTML::Mason::Commands::__ANON__ 
at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb6467b4)') 
called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1251
eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1245
HTML::Mason::Request::comp(undef, undef) called 
at /opt/rt3/share/html/autohandler line 73
HTML::Mason::Commands::__ANON__ 
at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb6157ec)') 
called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1246
eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1245
HTML::Mason::Request::comp(undef, undef, undef) called 
at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 459
eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 459
eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 411
HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0xb218340)') called 
at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 192
eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 192
HTML::Mason::Request::CGI::exec('HTML::Mason::Request::CGI=HASH(0xb218340)') 
called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm line 342
HTML::Mason::Interp::exec(undef, undef) called 
at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 123
eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 123
HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0xb323aa4)', 
'HASH(0xb587c34)') called 
at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 73
HTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH(0xb323aa4)', 
'CGI::Fast=HASH(0xb587710)') called at /opt/rt3/bin/mason_handler.fcgi line 
76
eval {...} at /opt/rt3/bin/mason_handler.fcgi line 76

--------------------------------------------

I've checked the sessions table and there is an entry there. What could be the 
problem?


From elacour at easter-eggs.com  Sun Mar  5 09:48:05 2006
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Sun, 5 Mar 2006 15:48:05 +0100
Subject: [rt-users] Upgrade 3.2.2 -> 3.4.5 (language and acls)
Message-ID: <20060305144805.GC31179@easter-eggs.com>

Hi,

I just upgraded, following the standard procedure and I have some
problems remaining:

- 2 command line scripts (used to add users via cron and the like) fails with the following error

next at /usr/share/perl5/Locale/Maketext/Lexicon.pm line 427.

- I've got French in my user preferences but the UI stay in english (it
  worked before, could this be related to the previous error??)
- when I try to change a ticket owner via /Ticket/ModifyPeople.html,
  There is missing people in the owner list.


Thanks for any help, here is the result of testdeps:

perl:
	5.8.3...found
users:
	rt group (rt)...found
	bin owner (rt)...found
	libs owner (rt)...found
	libs group (rt)...found
	web owner (www-data)...found
	web group (www-data)...found
MASON dependencies:
	Params::Validate 0.02...found
	Cache::Cache ...found
	Exception::Class 1.14...found
	HTML::Mason 1.23...found
	MLDBM ...found
	Errno ...found
	FreezeThaw ...found
	Digest::MD5 2.27...found
	CGI::Cookie 1.20...found
	Storable 2.08...found
	Apache::Session 1.53...found
	XML::RSS 1.05...found
	HTTP::Server::Simple 0.07...found
	HTTP::Server::Simple::Mason 0.09...found
	Text::WikiFormat ...found
MAILGATE dependencies:
	HTML::TreeBuilder ...found
	HTML::FormatText ...found
	Getopt::Long ...found
	LWP::UserAgent ...found
CLI dependencies:
	Getopt::Long 2.24...found
CORE dependencies:
	Digest::base ...found
	Digest::MD5 2.27...found
	DBI 1.37...found
	Test::Inline ...found
	Class::ReturnValue 0.40...found
	DBIx::SearchBuilder 1.35...found
	Text::Template ...found
	File::Spec 0.8...found
	HTML::Entities ...found
	HTML::Scrubber 0.08...found
	Net::Domain ...found
	Log::Dispatch 2.0...found
	Locale::Maketext 1.06...found
	Locale::Maketext::Lexicon 0.32...found
	Locale::Maketext::Fuzzy ...found
	MIME::Entity 5.108...found
	Mail::Mailer 1.57...found
	Net::SMTP ...found
	Text::Wrapper ...found
	Time::ParseDate ...found
	Time::HiRes ...found
	File::Temp ...found
	Term::ReadKey ...found
	Text::Autoformat ...found
	Text::Quoted 1.3...found
	Tree::Simple 1.04...found
	Scalar::Util ...found
	Module::Versions::Report ...found
	Cache::Simple::TimedExpiry ...found
	XML::Simple ...found
DEV dependencies:
	Regexp::Common ...found
	Test::Inline ...found
	Apache::Test ...found
	HTML::Form ...found
	HTML::TokeParser ...found
	WWW::Mechanize ...found
	Test::WWW::Mechanize ...found
	Module::Refresh 0.03...found
MYSQL dependencies:
	DBD::mysql 2.1018...found

Everything was found

-- 
Emmanuel Lacour ------------------------------------ Easter-eggs
44-46 rue de l'Ouest  -  75014 Paris   -   France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -     Fax: +33 (0) 1 41 35 00 76
mailto:elacour at easter-eggs.com   -    http://www.easter-eggs.com


From tob at brummix.de  Sun Mar  5 10:31:00 2006
From: tob at brummix.de (Torsten Brumm)
Date: 05 Mar 2006 16:31:00 +0100
Subject: [rt-users] Session error
Message-ID: <3224421075.66703@www.chatteremail.com>

is the directory writable by the web server? Check the rights of the directory twice.

Torsten
-----------------------
Sent with ChatterEmail
True push email for the Treo Smartphone
http://get.chatteremail.com


-----Original Message-----
From: Rich Birch <ringo at albumsnaps.com>
Date: Sunday, Mar 5, 2006 3:27 pm
Subject: [rt-users] Session error

I've just managed to get rt installed on a redhat enterprise 4 server, with 
mysql 5.0. The database was installed fine and I get the login page upon the 
first visit to the rt site, but if i refresh the page or attempt to log in i 
get the following error:


---------------------------
RT couldn't store your session.
This may mean that that the directory '/opt/rt3/var/session_data' isn't 
writable or a database table is missing or corrupt.



Trace begun at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Exceptions.pm line 
129
HTML::Mason::Exceptions::rethrow_exception('RT couldn\'t store your 
session.^JThis may mean that that the directory \'/opt/rt3/var/session_data\' 
isn\'t writable or a database table is missing or corrupt.^J^J') called 
at /opt/rt3/share/html/Elements/SetupSessionCookie line 90
HTML::Mason::Commands::__ANON__ 
at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb6467b4)') 
called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1251 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef) called 
at /opt/rt3/share/html/autohandler line 73
HTML::Mason::Commands::__ANON__ 
at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb6157ec)') 
called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1246 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef, undef) called 
at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 459
eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 459 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 411 HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0xb218340)') called 
at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 192
eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 192 HTML::Mason::Request::CGI::exec('HTML::Mason::Request::CGI=HASH(0xb218340)') 
called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm line 342 HTML::Mason::Interp::exec(undef, undef) called 
at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 123
eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 123 HTML::Mason::CGIHandler::_handler('HTML::Mason::



From romansteve at gmail.com  Sun Mar  5 11:46:22 2006
From: romansteve at gmail.com (Roman Steven)
Date: Sun, 5 Mar 2006 11:46:22 -0500
Subject: [rt-users] update external table when creating ticket using web
Message-ID: <552eaa670603050846x4c2cc47aqb18373745a9db6e6@mail.gmail.com>

HI,

RT 3.4.5

I would like to update an external table when a ticket is created using the
web ui.
I would like to update a row in the external table with the ticket id which
was just created.
Should I modify lib\RT\Ticket.pm or somewhere else.  Would it be possible to
create a scrip to do this?
Also, if anyone has mapped the order of what code gets called when creating
a ticket, and are willing to share it, maybe this can help me.

Thanks,
Roman Steven
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From elacour at easter-eggs.com  Sun Mar  5 12:07:29 2006
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Sun, 5 Mar 2006 18:07:29 +0100
Subject: [rt-users] Upgrade 3.2.2 -> 3.4.5 (language and acls)
In-Reply-To: <20060305144805.GC31179@easter-eggs.com>
References: <20060305144805.GC31179@easter-eggs.com>
Message-ID: <20060305170729.GD31179@easter-eggs.com>

On Sun, Mar 05, 2006 at 03:48:05PM +0100, Emmanuel Lacour wrote:
> Hi,
> 
> I just upgraded, following the standard procedure and I have some
> problems remaining:
> 
> - when I try to change a ticket owner via /Ticket/ModifyPeople.html,
>   There is missing people in the owner list.
> 

Resolved for this, it seems that for my "admin" group, "superuser" right
is not sufficient, Id I add "standard" rights like taketicket, ... it's
ok.
Feature or bug?

-- 
Emmanuel Lacour ------------------------------------ Easter-eggs
44-46 rue de l'Ouest  -  75014 Paris   -   France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -     Fax: +33 (0) 1 41 35 00 76
mailto:elacour at easter-eggs.com   -    http://www.easter-eggs.com


From ringo at albumsnaps.com  Sun Mar  5 12:06:32 2006
From: ringo at albumsnaps.com (Rich Birch)
Date: Sun, 5 Mar 2006 17:06:32 +0000
Subject: [rt-users] Session error
In-Reply-To: <3224421075.66703@www.chatteremail.com>
References: <3224421075.66703@www.chatteremail.com>
Message-ID: <200603051706.32811.ringo@albumsnaps.com>

Yes it's writable by apache, in fact I just did a 'chmod a+rw' and I still get 
the error. Am i right in thinking that if rt's setup to use the database for 
sessions then it wouldn't bother with that directory anyway?

I don't know. I'm sure we'll get to the bottom of it. I've had rt working on 
this server before with mysql 3, but now I've upgraded to 5, and apache 2.2.



On Sunday 05 March 2006 15:31, Torsten Brumm wrote:
> is the directory writable by the web server? Check the rights of the
> directory twice.
>
> Torsten
> -----------------------
> Sent with ChatterEmail
> True push email for the Treo Smartphone
> http://get.chatteremail.com
>
>
> -----Original Message-----
> From: Rich Birch <ringo at albumsnaps.com>
> Date: Sunday, Mar 5, 2006 3:27 pm
> Subject: [rt-users] Session error
>
> I've just managed to get rt installed on a redhat enterprise 4 server, with
> mysql 5.0. The database was installed fine and I get the login page upon
> the first visit to the rt site, but if i refresh the page or attempt to log
> in i get the following error:
>
>
> ---------------------------
> RT couldn't store your session.
> This may mean that that the directory '/opt/rt3/var/session_data' isn't
> writable or a database table is missing or corrupt.
>
>
>
> Trace begun at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Exceptions.pm line
> 129
> HTML::Mason::Exceptions::rethrow_exception('RT couldn\'t store your
> session.^JThis may mean that that the directory
> \'/opt/rt3/var/session_data\' isn\'t writable or a database table is
> missing or corrupt.^J^J') called at
> /opt/rt3/share/html/Elements/SetupSessionCookie line 90
> HTML::Mason::Commands::__ANON__
> at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb6467
>b4)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line
> 1251 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm
> line 1245 HTML::Mason::Request::comp(undef, undef) called at
> /opt/rt3/share/html/autohandler line 73
> HTML::Mason::Commands::__ANON__
> at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb6157
>ec)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line
> 1246 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm
> line 1245 HTML::Mason::Request::comp(undef, undef, undef) called at
> /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 459
> eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 459
> eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 411
> HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0xb218340)')
> called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 192
> eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line
> 192
> HTML::Mason::Request::CGI::exec('HTML::Mason::Request::CGI=HASH(0xb218340)'
>) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm line 342
> HTML::Mason::Interp::exec(undef, undef) called at
> /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 123 eval {...}
> at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 123
> HTML::Mason::CGIHandler::_handler('HTML::Mason::


From ringo at albumsnaps.com  Sun Mar  5 13:13:45 2006
From: ringo at albumsnaps.com (Rich Birch)
Date: Sun, 5 Mar 2006 18:13:45 +0000
Subject: [rt-users] Session error
In-Reply-To: <3224396922.660840@www.chatteremail.com>
References: <3224396922.660840@www.chatteremail.com>
Message-ID: <200603051813.45942.ringo@albumsnaps.com>

There are no files in the logs directory, and no hints to anything wrong in 
the apache logs. The sessions table does have an entry in it so i can't see 
that there are any problems database connection wise.


On Sunday 05 March 2006 17:48, you wrote:
> There's a chance the error message is incorrect and it's a db error. What's
> in the logs? Best,
> Jesse


From elacour at easter-eggs.com  Sun Mar  5 13:23:21 2006
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Sun, 5 Mar 2006 19:23:21 +0100
Subject: [rt-users] Upgrade 3.2.2 -> 3.4.5 (language and acls)
In-Reply-To: <20060305144805.GC31179@easter-eggs.com>
References: <20060305144805.GC31179@easter-eggs.com>
Message-ID: <20060305182320.GI31179@easter-eggs.com>

On Sun, Mar 05, 2006 at 03:48:05PM +0100, Emmanuel Lacour wrote:
> Hi,
> 
> I just upgraded, following the standard procedure and I have some
> problems remaining:
> 
> - 2 command line scripts (used to add users via cron and the like) fails with the following error
> 
> next at /usr/share/perl5/Locale/Maketext/Lexicon.pm line 427.
> 
> - I've got French in my user preferences but the UI stay in english (it
>   worked before, could this be related to the previous error??)

It works after doing:

cp lib/RT/I18N/* local/po/

Why this wasn't handled by configure/make upgrade?

my configure:

./configure --prefix=/home/rt/rt --with-rt-group=rt --with-bin-owner=rt
--with-libs-owner=rt --with-libs-group=rt --with-db-type=mysql
--with-db-host=localhost --with-db-rt-host=localhost --with-db-port=3306
--with-db-rt-host=localhost --with-db-dba=root --with-db-database=rt
--with-db-rt-user=rt --with-db-rt-pass=xxxxxxxx --with-web-user=www-data
--with-web-group=www-data

-- 
Emmanuel Lacour ------------------------------------ Easter-eggs
44-46 rue de l'Ouest  -  75014 Paris   -   France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -     Fax: +33 (0) 1 41 35 00 76
mailto:elacour at easter-eggs.com   -    http://www.easter-eggs.com


From joerg at die-herberts.de  Sun Mar  5 13:20:49 2006
From: joerg at die-herberts.de (=?ISO-8859-1?Q?J=F6rg_Herbert?=)
Date: Sun, 05 Mar 2006 19:20:49 +0100
Subject: [rt-users] Ticket Numbering
In-Reply-To: <20060302185858.87314.qmail@web53901.mail.yahoo.com>
References: <20060302185858.87314.qmail@web53901.mail.yahoo.com>
Message-ID: <440B2C01.40601@die-herberts.de>

Phanoko schrieb:
> Is there a way to change the ticket numbering?  
> Currently it goes 
> 1
> 2
> 3
> 4
> 5
> ...
> I would like to add the year into this 
> 06-1
> 06-2
> 06-3
> 06-4

The Database field holding the Ticket-Number is an Integer(11)-Field, so 
    you can't add alphanumeric Chars. There are Posts in the archive to 
change the Ticket-Number in something like 2006001.

Bye,

       J?rg


From erikerik at gmail.com  Sun Mar  5 13:52:24 2006
From: erikerik at gmail.com (Erik Anderson)
Date: Sun, 5 Mar 2006 12:52:24 -0600
Subject: [rt-users] gentoo+fastcgi+rt-3.4.5 problem
In-Reply-To: <3224279160.65784@www.chatteremail.com>
References: <3224279160.65784@www.chatteremail.com>
Message-ID: <fc40260f0603051052r7a05de90s182c36a092f7834c@mail.gmail.com>

On 04 Mar 2006 01:06:00 +0100, Torsten Brumm <tob at brummix.de> wrote:
> can you post more of the error log, looks like a rights problem

Sure:

[Sun Mar 05 12:50:00 2006] [warn] FastCGI: server
"/var/www/helpdesk/rt-3.4.5/bin/mason_handler.fcgi" (pid 26925)
terminated by calling exit with status '120'
[Sun Mar 05 12:50:00 2006] [warn] FastCGI: server
"/var/www/helpdesk/rt-3.4.5/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
[Sun Mar 05 12:50:00 2006] [warn] FastCGI: server
"/var/www/helpdesk/rt-3.4.5/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
[Sun Mar 05 12:50:00 2006] [warn] FastCGI: server
"/var/www/helpdesk/rt-3.4.5/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
[Sun Mar 05 12:50:00 2006] [warn] FastCGI: server
"/var/www/helpdesk/rt-3.4.5/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

Thanks-
erik


From sunzhoujian at yahoo.com  Sun Mar  5 14:58:02 2006
From: sunzhoujian at yahoo.com (zhou jian)
Date: Sun, 5 Mar 2006 11:58:02 -0800 (PST)
Subject: [rt-users] How to setup inbounding email?
Message-ID: <20060305195802.87868.qmail@web33802.mail.mud.yahoo.com>

"mx record" What do you mean for "mx record"?

I checked with the DynDNS website. The following is
the  information I got.

/////////////////////////////////////////////////////

MailHopSM

MailHop is a range of services designed to enhance
your e-mail and complement our extensive range of DNS
services. Read below for descriptions of each of the
MailHop services.

Purchase MailHop - Manage Existing MailHops
MailHop Forward

Set up user-based redirection of e-mail for your
domain name without running your own mail server with
our MailHop Forwarding service. Stop spam and viruses
with our spam scanning and virus filtering, available
for all addresses on your domain.
MailHop Forward Details...
MailHop Relay

Port 25 blocked by your ISP? Use our MailHop Relay
service to get around it by sending your mail through
our servers and on to yours. Two globally-redundant
servers will store your mail and send it to the port
of your choice when your server is online.
MailHop Relay Details...
MailHop Backup MX

Make sure you always get your mail, even if your
server is offline for extended periods, with our
MailHop Backup MX service. We'll queue your mail for
up to 10 days, with no limits on how much you receive.
MailHop Backup MX Details...
MailHop Outbound

Relay your mail through our server, no matter what ISP
you're connected on. Blocked outbound ports and picky
ISP mail servers are a thing of the past. Connect with
SSL and your message will be secured until it leaves
our mail server for delivery.
MailHop Outbound Details...
> 
> --- Torsten Brumm <tob at brummix.de> wrote:
> 
> > ok,
> > is your box connected to the net with a dynamic ip
> -
> > SET UP a dyndns entry (www.dyndns.org) with a mx
> > record. Get the dyndns client from there and
> > configure. Now you can reach your box via dns.
> Setup
> > apache virt. Host to work correctly (google helps)
> > with the dnydns service, configure your qmail
> (sorry
> > can't help, using exim) and follow the tips at the
> > wiki for mail setup.
> > 
> > Torsten
> > -----------------------
> > Sent with ChatterEmail
> > True push email for the Treo Smartphone
> > http://get.chatteremail.com
> > 
> > 
> > -----Original Message-----
> > From: zhou jian <sunzhoujian at yahoo.com>
> > Date: Saturday, Mar 4, 2006 9:20 pm
> > Subject: Re: [rt-users] How to setup inbounding
> > email?
> > 
> > THanks a lot. Could you tell me how do you
> configure
> > this with qmail and RT? Since I am really a newbie
> > in
> > this field, I would appreciate your detailed
> > information. Thanks again for your help.
> > 
> > --- Torsten Brumm <tob at brummix.de> wrote:
> > 
> > > try dyndns.
> >  Torsten
> >  -----------------------
> >  Sent with ChatterEmail
> >  True push email for the Treo Smartphone
> >  http://get.chatteremail.com
> >  
> >  
> >  -----Original Message-----
> >  From: zhou jian <sunzhoujian at yahoo.com>
> >  Date: Saturday, Mar 4, 2006 9:01 pm
> >  Subject: Re: [rt-users] How to setup inbounding
> >  email?
> >  
> >  I checked the "FQDN" as you mentioned."FQDN is
> the
> >  fully qualified domain name of the POP server
> > you're
> >  setting up, e.g., pop.example.net".Since I am in
> a
> >  research group right now. Probably I can get this
> >  kind
> >  of FQDN setting. My question is, is this possible
> >  for
> >  getting FQDN even for a dynamic ip address?
> >  --- Nadeem Shahbaz
> <nadeem.shahbaz at prog.awpdc.com>
> >  wrote:
> >  
> >  >>> zhou jian wrote:
> >  > >> > BTW, I am running RT with a dynamic ip
> >  address
> >  > right
> >  > > now. It rarely change. Where should I
> configure
> >  to
> >  > > make qmail work with dynamic ip address?
> >  > >>> I believe its very hard to use inbound mail
> >  with
> >  > DHCP. You need to use
> >  > ur FQDN in qmail configuration, if ur ISP
> > provides
> >  > any.
> >  >> Nadeem
> >  >
> >  
> > 
> __________________________________________________
> >  Do You Yahoo!?
> >  Tired of spam?  Yahoo! Mail has the best spam
> >  protection
> > 
> >
>
aroundhttp://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.htm 
> >  
> >  
> > 
> > 
> > __________________________________________________
> > Do You Yahoo!?
> > Tired of spam?  Yahoo! Mail has the best spam
> > protection around 
> > http://mail.yahoo.com 
> > 
> > __________________________________________________
> > Do You Yahoo!?
> > Tired of spam?  Yahoo! Mail has the best spam
> > protection around 
> > http://mail.yahoo.com 
> > 
> > 
> > 
> 
> 
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam
> protection around 
> http://mail.yahoo.com 
> 


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

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


From ruslan.zakirov at gmail.com  Sun Mar  5 15:26:14 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Sun, 5 Mar 2006 23:26:14 +0300
Subject: [rt-users] update external table when creating ticket using web
In-Reply-To: <552eaa670603050846x4c2cc47aqb18373745a9db6e6@mail.gmail.com>
References: <552eaa670603050846x4c2cc47aqb18373745a9db6e6@mail.gmail.com>
Message-ID: <589c94400603051226u138af809q8609e9db169b4854@mail.gmail.com>

On 3/5/06, Roman Steven <romansteve at gmail.com> wrote:
> HI,
>
>  RT 3.4.5
>
>  I would like to update an external table when a ticket is created using the
> web ui.
>  I would like to update a row in the external table with the ticket id which
> was just created.
>  Should I modify lib\RT\Ticket.pm or somewhere else.  Would it be possible
> to create a scrip to do this?
You can do that with custom scrip and condition OnCreate.

>  Also, if anyone has mapped the order of what code gets called when creating
> a ticket, and are willing to share it, maybe this can help me.
>
>  Thanks,
>  Roman Steven
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical:
> http://bestpractical.com/about/jobs.htm
>
>


--
Best regards, Ruslan.

From les at futuresource.com  Sun Mar  5 15:42:57 2006
From: les at futuresource.com (Les Mikesell)
Date: Sun, 05 Mar 2006 14:42:57 -0600
Subject: [rt-users] How to setup inbounding email?
In-Reply-To: <20060305195802.87868.qmail@web33802.mail.mud.yahoo.com>
References: <20060305195802.87868.qmail@web33802.mail.mud.yahoo.com>
Message-ID: <1141591377.933.11.camel@les-home.futuresource.com>

On Sun, 2006-03-05 at 13:58, zhou jian wrote:
> "mx record" What do you mean for "mx record"?

DNS has 'A' (address) records that map a name to an
IP number, 'CNAME' (alias) records that map a name to
a different name and all of its records, 'PTR' records
that map IP numbers back to a name, and 'MX' (mail exchange)
records that map a name used in email to the host(s) where
it can be delivered.  Most organizations delegate certain
machines to receive email from the internet and point an
MX record there. 

Is this an existing organization that already has a domain
name and DNS in place?  If so you need to find the person
who maintains it to have your host names and records added.
If it is a new domain name you need to either arrange for
someone to provide DNS service for it or you'll need to do
it yourself by registering your own name servers for the
domain and setting up the appropriate zone file(s).

-- 
  Les Mikesell
   les at futuresource.com




From todd at chaka.net  Sun Mar  5 22:21:34 2006
From: todd at chaka.net (Todd Chapman)
Date: Sun, 5 Mar 2006 22:21:34 -0500
Subject: [rt-users] Session error
In-Reply-To: <200603051706.32811.ringo@albumsnaps.com>
References: <3224421075.66703@www.chatteremail.com>
	<200603051706.32811.ringo@albumsnaps.com>
Message-ID: <20060306032134.GI9283@chaka.net>

You need to use mysql 4.

On Sun, Mar 05, 2006 at 05:06:32PM +0000, Rich Birch wrote:
> Yes it's writable by apache, in fact I just did a 'chmod a+rw' and I still get 
> the error. Am i right in thinking that if rt's setup to use the database for 
> sessions then it wouldn't bother with that directory anyway?
> 
> I don't know. I'm sure we'll get to the bottom of it. I've had rt working on 
> this server before with mysql 3, but now I've upgraded to 5, and apache 2.2.
> 
> 
> 
> On Sunday 05 March 2006 15:31, Torsten Brumm wrote:
> > is the directory writable by the web server? Check the rights of the
> > directory twice.
> >
> > Torsten
> > -----------------------
> > Sent with ChatterEmail
> > True push email for the Treo Smartphone
> > http://get.chatteremail.com
> >
> >
> > -----Original Message-----
> > From: Rich Birch <ringo at albumsnaps.com>
> > Date: Sunday, Mar 5, 2006 3:27 pm
> > Subject: [rt-users] Session error
> >
> > I've just managed to get rt installed on a redhat enterprise 4 server, with
> > mysql 5.0. The database was installed fine and I get the login page upon
> > the first visit to the rt site, but if i refresh the page or attempt to log
> > in i get the following error:
> >
> >
> > ---------------------------
> > RT couldn't store your session.
> > This may mean that that the directory '/opt/rt3/var/session_data' isn't
> > writable or a database table is missing or corrupt.
> >
> >
> >
> > Trace begun at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Exceptions.pm line
> > 129
> > HTML::Mason::Exceptions::rethrow_exception('RT couldn\'t store your
> > session.^JThis may mean that that the directory
> > \'/opt/rt3/var/session_data\' isn\'t writable or a database table is
> > missing or corrupt.^J^J') called at
> > /opt/rt3/share/html/Elements/SetupSessionCookie line 90
> > HTML::Mason::Commands::__ANON__
> > at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135
> > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb6467
> >b4)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line
> > 1251 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm
> > line 1245 HTML::Mason::Request::comp(undef, undef) called at
> > /opt/rt3/share/html/autohandler line 73
> > HTML::Mason::Commands::__ANON__
> > at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135
> > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb6157
> >ec)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line
> > 1246 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm
> > line 1245 HTML::Mason::Request::comp(undef, undef, undef) called at
> > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 459
> > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 459
> > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 411
> > HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0xb218340)')
> > called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 192
> > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line
> > 192
> > HTML::Mason::Request::CGI::exec('HTML::Mason::Request::CGI=HASH(0xb218340)'
> >) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm line 342
> > HTML::Mason::Interp::exec(undef, undef) called at
> > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 123 eval {...}
> > at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 123
> > HTML::Mason::CGIHandler::_handler('HTML::Mason::
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 
> 
> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.htm


From hwagener at hamburg.fcb.com  Mon Mar  6 04:05:20 2006
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Mon, 6 Mar 2006 10:05:20 +0100
Subject: [rt-users] Upgrade 3.2.2 -> 3.4.5 (language and acls)
In-Reply-To: <20060305170729.GD31179@easter-eggs.com>
References: <20060305144805.GC31179@easter-eggs.com>
	<20060305170729.GD31179@easter-eggs.com>
Message-ID: <B971FAC7-4F69-46BB-9B76-C1845CE41235@hamburg.fcb.com>


Am 05.03.2006 um 18:07 schrieb Emmanuel Lacour:

>> - when I try to change a ticket owner via /Ticket/ModifyPeople.html,
>>   There is missing people in the owner list.
>>
>
> Resolved for this, it seems that for my "admin" group, "superuser"  
> right
> is not sufficient, Id I add "standard" rights like taketicket, ...  
> it's
> ok.
> Feature or bug?

A feature change in 3.2->3.4. Super Users should manage the system,  
but not automatically be able to work on tickets. Personally, I think  
this is a tasteful distinction.

Regards,
     Harald


-- 
Harald Wagener
Technischer Leiter

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

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


From hwagener at hamburg.fcb.com  Mon Mar  6 04:24:45 2006
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Mon, 6 Mar 2006 10:24:45 +0100
Subject: [rt-users] changing the '#'
Message-ID: <5F951700-BB55-423A-9578-B9267AFF83C6@hamburg.fcb.com>

Hello,
is the '#' before ticket numbers only a UI/mailgate convention I can  
change in the relevant .po files and something like  
$EmailSubjectTagRegex ? Or will it be used internally and I have to  
stick with the '#'?

Regards,
     Harald

-- 
Harald Wagener
Technischer Leiter

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

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


From hwagener at hamburg.fcb.com  Mon Mar  6 04:07:10 2006
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Mon, 6 Mar 2006 10:07:10 +0100
Subject: [rt-users] Upgrade 3.2.2 -> 3.4.5 (language and acls)
In-Reply-To: <20060305182320.GI31179@easter-eggs.com>
References: <20060305144805.GC31179@easter-eggs.com>
	<20060305182320.GI31179@easter-eggs.com>
Message-ID: <50E8EA44-9A1E-422D-A97E-9E66F6858257@hamburg.fcb.com>


Am 05.03.2006 um 19:23 schrieb Emmanuel Lacour:

>>
>> - I've got French in my user preferences but the UI stay in  
>> english (it
>>   worked before, could this be related to the previous error??)
>
> It works after doing:
>
> cp lib/RT/I18N/* local/po/
>
> Why this wasn't handled by configure/make upgrade?

Did you clean out your mason cache in addition to stopping and  
starting apache? Otherwise, your running instance might get confused.  
the local/po/ is only for site-wise additions or changes to the system.

Regards,
     Harald

-- 
Harald Wagener
Technischer Leiter

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

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


From elacour at easter-eggs.com  Mon Mar  6 04:11:48 2006
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Mon, 6 Mar 2006 10:11:48 +0100
Subject: [rt-users] Upgrade 3.2.2 -> 3.4.5 (language and acls)
In-Reply-To: <B971FAC7-4F69-46BB-9B76-C1845CE41235@hamburg.fcb.com>
References: <20060305144805.GC31179@easter-eggs.com>
	<20060305170729.GD31179@easter-eggs.com>
	<B971FAC7-4F69-46BB-9B76-C1845CE41235@hamburg.fcb.com>
Message-ID: <20060306091148.GC1924@easter-eggs.com>

On Mon, Mar 06, 2006 at 10:05:20AM +0100, Harald Wagener wrote:
> 
> A feature change in 3.2->3.4. Super Users should manage the system,  
> but not automatically be able to work on tickets. Personally, I think  
> this is a tasteful distinction.
> 

You're right, I agree :)

-- 
Emmanuel Lacour ------------------------------------ Easter-eggs
44-46 rue de l'Ouest  -  75014 Paris   -   France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -     Fax: +33 (0) 1 41 35 00 76
mailto:elacour at easter-eggs.com   -    http://www.easter-eggs.com


From elacour at easter-eggs.com  Mon Mar  6 04:14:31 2006
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Mon, 6 Mar 2006 10:14:31 +0100
Subject: [rt-users] Upgrade 3.2.2 -> 3.4.5 (language and acls)
In-Reply-To: <50E8EA44-9A1E-422D-A97E-9E66F6858257@hamburg.fcb.com>
References: <20060305144805.GC31179@easter-eggs.com>
	<20060305182320.GI31179@easter-eggs.com>
	<50E8EA44-9A1E-422D-A97E-9E66F6858257@hamburg.fcb.com>
Message-ID: <20060306091431.GD1924@easter-eggs.com>

On Mon, Mar 06, 2006 at 10:07:10AM +0100, Harald Wagener wrote:
> 
> 
> Did you clean out your mason cache in addition to stopping and  

Of course, rm -rf mason_data/obj.

> starting apache? Otherwise, your running instance might get confused.  
> the local/po/ is only for site-wise additions or changes to the system.
> 
I understand that, but it doesn't work here :(


-- 
Emmanuel Lacour ------------------------------------ Easter-eggs
44-46 rue de l'Ouest  -  75014 Paris   -   France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -     Fax: +33 (0) 1 41 35 00 76
mailto:elacour at easter-eggs.com   -    http://www.easter-eggs.com


From ali.bouirmane at marocconnect.com  Mon Mar  6 06:02:19 2006
From: ali.bouirmane at marocconnect.com (Mohamed Ali Bouirmane)
Date: Mon, 6 Mar 2006 11:02:19 -0000
Subject: [rt-users] change priority
Message-ID: <200603061102.k26B2QT08054@marocconnect.com>

hi, 

 

Can I change priority in the RT, for example: 

 

?Priority 1 has a greatter importance than priority 10

 

Best Regards

 

Ali ?

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From n.marjoram at adastral.ucl.ac.uk  Mon Mar  6 06:47:29 2006
From: n.marjoram at adastral.ucl.ac.uk (Neil Marjoram)
Date: Mon, 06 Mar 2006 11:47:29 +0000
Subject: [rt-users] Allowing everyone to create a ticket.
Message-ID: <440C2151.4020403@adastral.ucl.ac.uk>

I have just extended the reach of my RT install to everyone who wishes 
to send me a problem, however users that are not registered to RT 
generate the message :

RT could not load a valid user, and RT's configuration does not allow
for the creation of a new user for this email user at somewhere.com

You might need to grant 'Everyone' the right 'CreateTicket' for the
queue general.


Following the advise from the email, I first had to create the group 
Everyone (there was no queue listed) and then I added in CreateTicket, 
to both the Systems Groups and User Defined Groups sections in the Group 
rights - Yes the group now appears twice.

This however does not allow anyone to create a new ticket, can anyone 
suggest what I may be missing?

I have also added these rights to the Everyone group globally to see if 
that made a difference.

OS RHEL 4
RT Version 3.4.5

Many thanks,

Neil.

-- 
Neil Marjoram
Systems Manager
Adastral Park Campus
University College London
Ross Building
Adastral Park
Martlesham Heath
Ipswich - Suffolk
IP5 3RE



Reclaim Your Inbox!
http://www.mozilla.org/products/thunderbird



From pooka at t-online.de  Mon Mar  6 08:57:55 2006
From: pooka at t-online.de (pooka at t-online.de)
Date: Mon,  6 Mar 2006 14:57:55 +0100
Subject: [rt-users] (no subject)
Message-ID: <1FGGDj-1ibkaO0@fwd34.aul.t-online.de>

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From sturner at MIT.EDU  Mon Mar  6 09:50:35 2006
From: sturner at MIT.EDU (Stephen Turner)
Date: Mon, 06 Mar 2006 09:50:35 -0500
Subject: [rt-users] RT and Oracle
In-Reply-To: <CBFD49490FF183498C0C74C2317C7FE50309AEEE@MEMEXCH06V.corp.d
	s.fedex.com>
Message-ID: <5.2.1.1.2.20060306094940.024a2608@po14.mit.edu>

At Friday 3/3/2006 01:28 PM, Don Beethe wrote:
>  Trying to setup RT with an oracle instance. Read the notes on Oracle
>Setup and did as they recommended regarding manual install of schema and
>comment out the line. When trying to run the rt-setup-database, I get:
>Now creating a database for RT.
>...skipped as rt is not rt or we're working with Oracle.
>Now populating database schema.
>Now inserting database ACLs
>Now inserting RT core system objects
>[Fri Mar  3 20:07:25 2006] [crit]: Connect Failed Can't connect using
>this synta
>x without specifying a HOST and a SID
>  at rt-setup line 393
>  (/opt/rt3/lib/RT.pm:295)
>
>What am I missing? Something in the config?


Don,

What options did you supply when you ran the configure script?

Steve



From sturner at MIT.EDU  Mon Mar  6 10:01:29 2006
From: sturner at MIT.EDU (Stephen Turner)
Date: Mon, 06 Mar 2006 10:01:29 -0500
Subject: [rt-users] RT and Oracle
In-Reply-To: <CBFD49490FF183498C0C74C2317C7FE5031B74B6@MEMEXCH06V.corp.d
	s.fedex.com>
Message-ID: <5.2.1.1.2.20060306095810.0239b000@po14.mit.edu>

At Monday 3/6/2006 09:49 AM, Don Beethe wrote:
>Here is the configure line I used:
>configure --with-db-type=Oracle --with-db-dba=rt
>--with-db-host=rmtcdb01.rmtc.fedex.com -with-db-atabase=star
>--with-db-rt-user=rt_user --with-db-rt-pass=rt_pass --with-web-user=cm
>--with-web-group=cm

The problem could be just a typo: -with-db-atabase=star should be 
--with-db-database=star .
(note the double '-' at the beginning)

Steve 



From pooka at t-online.de  Mon Mar  6 08:36:43 2006
From: pooka at t-online.de (pooka at t-online.de)
Date: Mon,  6 Mar 2006 14:36:43 +0100
Subject: [rt-users] (no subject)
Message-ID: <1FGFtD-0tHNa40@fwd16.aul.t-online.de>

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From todd at chaka.net  Mon Mar  6 10:31:18 2006
From: todd at chaka.net (Todd Chapman)
Date: Mon, 6 Mar 2006 10:31:18 -0500
Subject: [rt-users] Allowing everyone to create a ticket.
In-Reply-To: <440C2151.4020403@adastral.ucl.ac.uk>
References: <440C2151.4020403@adastral.ucl.ac.uk>
Message-ID: <20060306153117.GJ9283@chaka.net>

There is already a Global role called everyone. Creating
a group called Everyone won't do anything for you.

On Mon, Mar 06, 2006 at 11:47:29AM +0000, Neil Marjoram wrote:
> I have just extended the reach of my RT install to everyone who wishes 
> to send me a problem, however users that are not registered to RT 
> generate the message :
> 
> RT could not load a valid user, and RT's configuration does not allow
> for the creation of a new user for this email user at somewhere.com
> 
> You might need to grant 'Everyone' the right 'CreateTicket' for the
> queue general.
> 
> 
> Following the advise from the email, I first had to create the group 
> Everyone (there was no queue listed) and then I added in CreateTicket, 
> to both the Systems Groups and User Defined Groups sections in the Group 
> rights - Yes the group now appears twice.
> 
> This however does not allow anyone to create a new ticket, can anyone 
> suggest what I may be missing?
> 
> I have also added these rights to the Everyone group globally to see if 
> that made a difference.
> 
> OS RHEL 4
> RT Version 3.4.5
> 
> Many thanks,
> 
> Neil.
> 
> -- 
> Neil Marjoram
> Systems Manager
> Adastral Park Campus
> University College London
> Ross Building
> Adastral Park
> Martlesham Heath
> Ipswich - Suffolk
> IP5 3RE
> 
> 
> 
> Reclaim Your Inbox!
> http://www.mozilla.org/products/thunderbird
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly 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 cmap_sec at yahoo.co.uk  Mon Mar  6 10:54:37 2006
From: cmap_sec at yahoo.co.uk (Elaine .)
Date: Mon, 6 Mar 2006 15:54:37 +0000 (GMT)
Subject: [rt-users] rt error anyone help ? 
Message-ID: <20060306155437.76592.qmail@web26802.mail.ukl.yahoo.com>

hi
I have two frontends authenticating to the same
database. I get these errors on the frontend that also
runs the database. Is there a locking issue or
something else ? 
on tickets click -


error:  Can't locate object method "new" via package 

"RT::Interface::Web::QueryBuilder::Tree" at 

/usr/local/rt3/share/html/Search/Build.html line 509,
<DATA> line 1662.
 
context:  ...   
505:   
506:  my $depth = 1; 
507:   
508:  # make a tree root 
509:  $$tree =
RT::Interface::Web::QueryBuilder::Tree->new; 
510:  my $root =
RT::Interface::Web::QueryBuilder::Tree->new( 'AND',
$$tree ); 
511:  my $lastnode = $root; 
512:  my $parentnode = $root; 
513:   
...   
 
code stack: 
/usr/local/rt3/share/html/Search/Build.html:509
/usr/local/rt3/share/html/Search/Build.html:260
/usr/local/rt3/local/html/autohandler:173
 
raw error

on tools click

http://rt/rt/Tools/Offline.html

error:  Undefined subroutine &Scalar::Util::weaken
called at 

/usr/local/rt3/lib/RT/Action/Generic.pm line 108.
 
context:  ...   
104:  $self->{'TicketObj'} = $args{'TicketObj'}; 
105:  $self->{'TransactionObj'} =
$args{'TransactionObj'}; 
106:  $self->{'Type'} = $args{'Type'}; 
107:   
108:  Scalar::Util::weaken($self->{'ScripActionObj'});

109:  Scalar::Util::weaken($self->{'ScripObj'}); 
110:  Scalar::Util::weaken($self->{'TemplateObj'}); 
111:  Scalar::Util::weaken($self->{'TicketObj'}); 
112:  Scalar::Util::weaken($self->{'TransactionObj'});

...   
 
code stack: 
/usr/local/rt3/lib/RT/Action/Generic.pm:108
/usr/local/rt3/lib/RT/Action/Generic.pm:80
/usr/local/rt3/share/html/Tools/Offline.html:107
/usr/local/rt3/local/html/autohandler:173


		
___________________________________________________________ 
Yahoo! Photos ? NEW, now offering a quality print service from just 8p a photo http://uk.photos.yahoo.com


From seph at directionless.org  Mon Mar  6 11:12:43 2006
From: seph at directionless.org (seph)
Date: Mon, 06 Mar 2006 11:12:43 -0500
Subject: [rt-users] Re: change priority
In-Reply-To: <200603061102.k26B2QT08054@marocconnect.com> (Mohamed Ali
	Bouirmane's message of "Mon, 6 Mar 2006 11:02:19 -0000")
References: <200603061102.k26B2QT08054@marocconnect.com>
Message-ID: <w52slpvft6s.fsf@lame.message.id>

"Mohamed Ali Bouirmane" <ali.bouirmane at marocconnect.com> writes:

> Can I change priority in the RT, for example: 
>
> ?Priority 1 has a greatter importance than priority 10

I'm pretty sure RT itself doesn't pay any attention to these numbers,
so you can put whatever meaning you like there. You may run into
problems if you're using and of the autoescalaton stuff.

seph


From dmbeethe at fedex.com  Mon Mar  6 09:49:54 2006
From: dmbeethe at fedex.com (Don Beethe)
Date: Mon, 6 Mar 2006 08:49:54 -0600
Subject: [rt-users] RT and Oracle
Message-ID: <CBFD49490FF183498C0C74C2317C7FE5031B74B6@MEMEXCH06V.corp.ds.fedex.com>

Here is the configure line I used: 
configure --with-db-type=Oracle --with-db-dba=rt
--with-db-host=rmtcdb01.rmtc.fedex.com -with-db-atabase=star
--with-db-rt-user=rt_user --with-db-rt-pass=rt_pass --with-web-user=cm
--with-web-group=cm 

-----Original Message-----
From: Stephen Turner [mailto:sturner at MIT.EDU] 
Sent: March 06, 2006 7:51 AM
To: Don Beethe; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT and Oracle

At Friday 3/3/2006 01:28 PM, Don Beethe wrote:
>  Trying to setup RT with an oracle instance. Read the notes on Oracle 
>Setup and did as they recommended regarding manual install of schema 
>and comment out the line. When trying to run the rt-setup-database, I
get:
>Now creating a database for RT.
>...skipped as rt is not rt or we're working with Oracle.
>Now populating database schema.
>Now inserting database ACLs
>Now inserting RT core system objects
>[Fri Mar  3 20:07:25 2006] [crit]: Connect Failed Can't connect using 
>this synta x without specifying a HOST and a SID
>  at rt-setup line 393
>  (/opt/rt3/lib/RT.pm:295)
>
>What am I missing? Something in the config?


Don,

What options did you supply when you ran the configure script?

Steve



From humberto at nexos.com.br  Mon Mar  6 09:56:13 2006
From: humberto at nexos.com.br (Humberto Junior)
Date: Mon, 06 Mar 2006 11:56:13 -0300
Subject: [rt-users] change priority
In-Reply-To: <200603061102.k26B2QT08054@marocconnect.com>
References: <200603061102.k26B2QT08054@marocconnect.com>
Message-ID: <440C4D8D.5060201@nexos.com.br>

I took the file

                                                
rt3/share/html/Elements/MyTickets

and put a copy in

                                                
rt3/local/html/Elements/MyTickets

then I changed the 2 lines of Order to

                                                            Order => 'ASC',

Solved for you?

Mohamed Ali Bouirmane wrote:

> hi,
>
>  
>
> Can I change priority in the RT, for example:
>
>  
>
> ?Priority *1* has a greatter importance than priority *10*
>
>  
>
> Best Regards
>
>  
>
> Ali ?
>
>------------------------------------------------------------------------
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>Buy a copy at http://rtbook.bestpractical.com
>
>
>We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>

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From SHersker at TNGUS.com  Mon Mar  6 15:06:48 2006
From: SHersker at TNGUS.com (Hersker, Steve)
Date: Mon, 6 Mar 2006 15:06:48 -0500 
Subject: [rt-users] Using RT-CronTool to change status from Stalled to New
Message-ID: <A357A85EA32E254FB924FBE4FBF10B681EE6B5@tng-mail02.tngus.com>

I'd like use the rt-crontool to change the status of a ticket to new if the
status is "stalled" and the due date is either empty or past due. (The
intention is to bring the ticket back to the At a Glance screen when
appropriate.)

 

The command line I'm using is:

            

./rt-crontool --search RT::Search::FromSQL --search-arg "Status = 'stalled'
AND Due >= 'now'" --action RT::Action::SetStatus --action-arg "Status='new'"

 

I copied SetPriority.pm from \opt\rt3\lib\RT\Action in to
\opt\rt3\local\lib\RT\Action, renamed it to SetStatus and changed any
references from SetPriority to SetStatus, the important part being:

 

    sub Commit {

    my $self = shift;

    $self->TicketObj->SetStatus($self->Argument);

    }

 

When I run RT-Crontool with --verbose, it lists the correct tickets and
Action prepared/Action committed. When I take out -verbose, it doesn't
report any errors but it also does not change the ticket status.

 

What did I miss?

 

Thx.

 

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From Kathryn.Axelrod at JibeConsulting.Com  Mon Mar  6 15:14:55 2006
From: Kathryn.Axelrod at JibeConsulting.Com (Kathryn Axelrod)
Date: Mon, 6 Mar 2006 12:14:55 -0800
Subject: [rt-users] Newbie question-web interface customization
Message-ID: <6DF15F52550FF84ABDD9ECE57D8653701FC2B7@jibepdxsrv1.JIBECONSULTING.int>

Hi.

 

We want to allow clients to view their tickets on RT, but want to
control what else they are able to view (i.e. disable the 'Tools' tab). 

 

I have altered the Tabs file (saving it in the local directory),
pointing its Tools path to a newly created webpage which states 'this
information is unavailable'. Thus when a user attempts to access the
Tools tab, they cannot see the information. We still are able to access
the actual Tools page, but this requires manually entering the alternate
address into the browser. This method kind of works. But I am trying to
find a way to configure this such that the information denial is user
specific, not global.

 

I have been searching through the groups and user configurations
attempting to find a way to set access to this information via
permissions, but have not found anything. Is there any way to set up RT
permissions for the sidebar links such that if Joe is logged in, he can
access the Tools page. Whereas if Steve logs in, he receives a page that
states the info. is unavailable?

 

Thank you in advance,

Kathryn

 

PS -

I apologize if this issue has been discussed before. I've been reading
through the archives and have not yet found mention of it.

 

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From vivek at khera.org  Mon Mar  6 15:35:56 2006
From: vivek at khera.org (Vivek Khera)
Date: Mon, 6 Mar 2006 15:35:56 -0500
Subject: [rt-users] RT 3.4.5 in FreeBSD
In-Reply-To: <20060304123226.GB80417@null0.nl>
References: <20060304123226.GB80417@null0.nl>
Message-ID: <A4AB5FD3-27A2-43AD-ADFD-5BC2EC370D8C@khera.org>


On Mar 4, 2006, at 7:32 AM, Wouter Prins wrote:

> The maintainer of the RT port in freebsd seems to be gone, on  
> holiday or whatever. At least he's not responding to email at all.
> Has anyone made a own port for this?

I've almost found some time to update the port.  I *suspect* all that  
needs to be done is bump the version number and recompute the tarball  
checksums.  I don't believe any files were added/deleted, but I need  
to set up a test server to verify this before I break my production  
box :-)



From todd at chaka.net  Mon Mar  6 15:59:44 2006
From: todd at chaka.net (Todd Chapman)
Date: Mon, 6 Mar 2006 15:59:44 -0500
Subject: [rt-users] Newbie question-web interface customization
In-Reply-To: <6DF15F52550FF84ABDD9ECE57D8653701FC2B7@jibepdxsrv1.JIBECONSULTING.int>
References: <6DF15F52550FF84ABDD9ECE57D8653701FC2B7@jibepdxsrv1.JIBECONSULTING.int>
Message-ID: <20060306205944.GK9283@chaka.net>

On Mon, Mar 06, 2006 at 12:14:55PM -0800, Kathryn Axelrod wrote:
> Hi.
> 
>  
> 
> We want to allow clients to view their tickets on RT, but want to
> control what else they are able to view (i.e. disable the 'Tools' tab). 
> 
>  
> 
> I have altered the Tabs file (saving it in the local directory),
> pointing its Tools path to a newly created webpage which states 'this
> information is unavailable'. Thus when a user attempts to access the
> Tools tab, they cannot see the information. We still are able to access
> the actual Tools page, but this requires manually entering the alternate
> address into the browser. This method kind of works. But I am trying to
> find a way to configure this such that the information denial is user
> specific, not global.
> 
>  
> 
> I have been searching through the groups and user configurations
> attempting to find a way to set access to this information via
> permissions, but have not found anything. Is there any way to set up RT
> permissions for the sidebar links such that if Joe is logged in, he can
> access the Tools page. Whereas if Steve logs in, he receives a page that
> states the info. is unavailable?
> 
Kathryn,

Do you want to create a new RT right that you can assign?

If so, create /opt/rt3/local/lib/RT/System_Local.pm

$RT::System::RIGHTS->{ShowToolsTab} = "show tools tab";
$RT::ACE::LOWERCASERIGHTNAMES{ showtoolstab } = 'ShowToolsTab';

Then change the local copy of the Tabs file to check for
that right, similar to the Configuration tab.

To enforce this check you need to copy /opt/rt3/share/html/Admin/autohandler
to the tools directory and change the right name in the file.


-Todd


From ruslan.zakirov at gmail.com  Mon Mar  6 18:09:28 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 7 Mar 2006 02:09:28 +0300
Subject: [rt-users] rt error anyone help ?
In-Reply-To: <20060306155437.76592.qmail@web26802.mail.ukl.yahoo.com>
References: <20060306155437.76592.qmail@web26802.mail.ukl.yahoo.com>
Message-ID: <589c94400603061509h17754062r8e85cb4b02a1df06@mail.gmail.com>

On 3/6/06, Elaine . <cmap_sec at yahoo.co.uk> wrote:
> hi
> I have two frontends authenticating to the same
> database. I get these errors on the frontend that also
> runs the database. Is there a locking issue or
> something else ?
[snip]
>
> on tools click
>
> http://rt/rt/Tools/Offline.html
>
> error:  Undefined subroutine &Scalar::Util::weaken
> called at
Do you use mod_perl? If so then check that your libperl and perl are
compiled with the same options. Also if you updated perl then rebuild
mod_perl and Scalar::Util.

If this wouldn't help then I can send you patch I've writen to help
debug exactly this error.

>
> /usr/local/rt3/lib/RT/Action/Generic.pm line 108.
>
> context:  ...
> 104:  $self->{'TicketObj'} = $args{'TicketObj'};
> 105:  $self->{'TransactionObj'} =
> $args{'TransactionObj'};
> 106:  $self->{'Type'} = $args{'Type'};
> 107:
> 108:  Scalar::Util::weaken($self->{'ScripActionObj'});
>
> 109:  Scalar::Util::weaken($self->{'ScripObj'});
> 110:  Scalar::Util::weaken($self->{'TemplateObj'});
> 111:  Scalar::Util::weaken($self->{'TicketObj'});
> 112:  Scalar::Util::weaken($self->{'TransactionObj'});
>
> ...
>
> code stack:
> /usr/local/rt3/lib/RT/Action/Generic.pm:108
> /usr/local/rt3/lib/RT/Action/Generic.pm:80
> /usr/local/rt3/share/html/Tools/Offline.html:107
> /usr/local/rt3/local/html/autohandler:173
>

--
Best regards, Ruslan.

From ruslan.zakirov at gmail.com  Mon Mar  6 18:28:02 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 7 Mar 2006 02:28:02 +0300
Subject: [rt-users] (no subject)
In-Reply-To: <1FGGDj-1ibkaO0@fwd34.aul.t-online.de>
References: <1FGGDj-1ibkaO0@fwd34.aul.t-online.de>
Message-ID: <589c94400603061528g3e7ba4dbn208897d6c3bc62e@mail.gmail.com>

On 3/6/06, pooka at t-online.de <pooka at t-online.de> wrote:
>
>
>
> Hello all,
>
> first of all we're happily using RT for almost a year. It's a great tool!
>
> We are using RT 3.0.12 on freebsd and mysql.
>
>
>
> The following task is not trivial to solve for me:
>
>
>
> - different groups (think of companies) of RT-user  are using one Queue
> (HW-specific)
>
> - all user could see all Tickets in that queue (Queue.groupright.showTicket)
>
> - now only groups should see Tickets of their group, but no longer see
> Tickets of other groups or user in that queue.
>
> - disabling of showTicket went fine: users are not able to see tickets of
> other users. That's ok. Via role.CC:showTicket  and role.Owner:showTicket
> they also see Tickets, in which they are mentioned as CC:
> So far it's fine.
>
> But how can I make it possible, that users see Tickets of other users in
> their company-group?
You can't do that in one click, but you can do next thing:
1) You write scrip that fetches ticket's requestor(s) and find its
company-group, then adds users from the group to ticket's Requestors
or Ccs list(which one you want, may be you even want AdminCc, but this
sounds bad).
2) you grant Requestor or Cc role with right 'ShowTicket'.

How it works: someone request ticket, you can check from script if
this person is in company-groups and add whole group as ticket's
watchers, at the same time you allow watchers to see tickets they
watch. I've suggested this to other users, but still nobody sent back
to community custom scrip that implements 1).

>
>
>
> Thank you for help,
>
> Olaf Hamann
>
>
>
>
>
>
>
>
>
>
>
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly 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 shildreth at allantgroup.com  Mon Mar  6 18:57:06 2006
From: shildreth at allantgroup.com (Scott T. Hildreth)
Date: Mon, 06 Mar 2006 17:57:06 -0600
Subject: [rt-users] mysql connect fails in DBIx::SearchBuilder rt-3.6pre0
Message-ID: <1141689426.80526.112.camel@scotth.emsphone.com>


I get this in the error logs,

..failed: Client does not support authentication protocol requested by server; 
consider upgrading MySQL client at /usr/local/perl-5.8.8/lib/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 108
[Mon Mar 06 17:17:04 2006] [error] [client 199.67.51.179] Connect Failed Client does not support authentication protocol requested by server; 
consider upgrading MySQL client\n at /usr/local/rt-3.6pre0/lib/RT.pm line 176\n

..This is connecting to the localhost using the same server-client 5.0.  I can connect to the rt db with
the same Perl & DBI, 

/usr/packages/Perl># perl -MDBI -d -e0                                                                    5:45PM 03/06 tstest

Loading DB routines from perl5db.pl version 1.28
Editor support available.

Enter h or `h h' for help, or `man perldebug' for more help.

main::(-e:1):   0
  DB<1> $dbh = DBI->connect('dbi:mysql:dbname=rt;host=localhost', 'rt-user', 'rtpass');

  DB<2> x $dbh->tables;
0  '`ACL`'
1  '`Attachments`'
2  '`Attributes`'
3  '`CachedGroupMembers`'
4  '`CustomFieldValues`'
5  '`CustomFields`'
6  '`GroupMembers`'
7  '`Groups`'
8  '`Links`'
9  '`Principals`'
10  '`Queues`'
11  '`ScripActions`'
12  '`ScripConditions`'
13  '`Scrips`'
14  '`Templates`'
15  '`TicketCustomFieldValues`'
16  '`Tickets`'
17  '`Transactions`'
18  '`Users`'
19  '`sessions`'


... but it fails in DBIx::SearchBuilder.

=======================================================================

 perl -MDBI -e 'DBI->installed_versions'  
                                             
  Perl            : 5.008008    (i686-linux)
  OS              : linux       (2.6.14.6)
  DBI             : 1.50
  DBD::mysql      : 3.0002
  DBD::Sponge     : 11.10
  DBD::SQLite     : 1.11
  DBD::Proxy      : 0.2004
  DBD::Oracle     : 1.16
  DBD::Multiplex  : 1.98
  DBD::File       : 0.33
  DBD::ExampleP   : 11.12
  DBD::DBM        : 0.03


perl -MDBIx::SearchBuilder -e 'print $DBIx::SearchBuilder::VERSION, $/'

1.39
=======================================================================

                                              

                                                         Any ideas?

                                                                  STH


 
-- 
Scott T. Hildreth <shildreth at allantgroup.com>


From nate at seekio.com  Mon Mar  6 19:15:09 2006
From: nate at seekio.com (nate)
Date: Mon, 06 Mar 2006 17:15:09 -0700
Subject: [rt-users] RT::Attribute::Name Unimplemented in RT::Attributes
Message-ID: <440CD08D.2060108@seekio.com>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

I keep getting this error seemingly at random when building search
queries.  I can't figure out if there is something specific triggering
it.  I can go through the query interface like 10 times refining a
search, and then it will just seemingly randomly trigger.  Clicking on
"Tickets" or "Query Builder" won't clear the error.  Sometimes it will
clear after hitting "Home" or "Results" then going back.  Below is the
error.  Anybody have any ideas?

System error
error:  	RT::Attribute::Name Unimplemented in RT::Attributes.
(/usr/local/rt/lib/RT/Attributes_Overlay.pm line 81)
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/share/perl/5.8.4/DBIx/SearchBuilder/Record.pm:496
/usr/local/rt/lib/RT/Attributes_Overlay.pm:81
/usr/local/rt/lib/RT/Attributes_Overlay.pm:73
/usr/local/rt/lib/RT/Attributes_Overlay.pm:88
/usr/local/rt/lib/RT/Attributes_Overlay.pm:119
/usr/local/rt/share/html/Search/Elements/SelectSearchesForObjects:58
/usr/local/rt/share/html/Search/Elements/EditSearches:75
/usr/local/rt/share/html/Search/Build.html:99
/usr/local/rt/share/html/autohandler:215
raw error


RT::Attribute::Name Unimplemented in RT::Attributes.
(/usr/local/rt/lib/RT/Attributes_Overlay.pm line 81)

Trace begun at /usr/local/share/perl/5.8.4/HTML/Mason/Exceptions.pm line 129
HTML::Mason::Exceptions::rethrow_exception('RT::Attribute::Name
Unimplemented in RT::Attributes.
(/usr/local/rt/lib/RT/Attributes_Overlay.pm line 81) ^J') called at
/usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Record.pm line 496
DBIx::SearchBuilder::Record::AUTOLOAD('RT::Attribute=HASH(0xa3605c8)')
called at /usr/local/rt/lib/RT/Attributes_Overlay.pm line 81
RT::Attributes::_BuildAccessTable('RT::Attributes=HASH(0xa33234c)')
called at /usr/local/rt/lib/RT/Attributes_Overlay.pm line 73
RT::Attributes::_DoSearch('RT::Attributes=HASH(0xa33234c)') called at
/usr/local/rt/lib/RT/Attributes_Overlay.pm line 88
RT::Attributes::_AttrHash('RT::Attributes=HASH(0xa33234c)') called at
/usr/local/rt/lib/RT/Attributes_Overlay.pm line 119
RT::Attributes::Named('RT::Attributes=HASH(0xa33234c)', 'SavedSearch')
called at
/usr/local/rt/share/html/Search/Elements/SelectSearchesForObjects line 58
HTML::Mason::Commands::__ANON__('Name', 'LoadSavedSearch', 'Objects',
'ARRAY(0xa44abb4)') called at
/usr/local/share/perl/5.8.4/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa403278)',
'Name', 'LoadSavedSearch', 'Objects', 'ARRAY(0xa44abb4)') called at
/usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1251
eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1245
HTML::Mason::Request::comp(undef, undef, 'Name', 'LoadSavedSearch',
'Objects', 'ARRAY(0xa44abb4)') called at
/usr/local/rt/share/html/Search/Elements/EditSearches line 75
HTML::Mason::Commands::__ANON__('CurrentSearch', 'HASH(0xa444608)',
'Dirty', 0, 'SearchId', 'new') called at
/usr/local/share/perl/5.8.4/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa3f2308)',
'CurrentSearch', 'HASH(0xa444608)', 'Dirty', 0, 'SearchId', 'new')
called at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1251
eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1245
HTML::Mason::Request::comp(undef, undef, 'CurrentSearch',
'HASH(0xa444608)', 'Dirty', 0, 'SearchId', 'new') called at
/usr/local/rt/share/html/Search/Build.html line 99
HTML::Mason::Commands::__ANON__ at
/usr/local/share/perl/5.8.4/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9e77ff0)')
called at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1251
eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1245
HTML::Mason::Request::comp(undef, undef) called at
/usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 914
HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xa354898)')
called at /usr/local/rt/share/html/autohandler line 215
HTML::Mason::Commands::__ANON__ at
/usr/local/share/perl/5.8.4/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9e108d4)')
called at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1246
eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1245
HTML::Mason::Request::comp(undef, undef, undef) called at
/usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 459
eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 459
eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 411
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa354898)')
called at /usr/local/share/perl/5.8.4/HTML/Mason/ApacheHandler.pm line 168
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa354898)')
called at /usr/local/share/perl/5.8.4/HTML/Mason/ApacheHandler.pm line 826
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x9ad3d24)',
'Apache=SCALAR(0xa46f8d0)') called at /usr/local/rt/bin/webmux.pl line 123
eval {...} at /usr/local/rt/bin/webmux.pl line 123
RT::Mason::handler('Apache=SCALAR(0xa46f8d0)') called at /dev/null line 0
eval {...} at /dev/null line 0

Thanks,
Nate

- --
:wq
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Version: GnuPG v1.4.1 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org

iD8DBQFEDNCMRMRYK1K/wKQRAlNGAJ9V1rRV0CKzyfwjZsFx9GIq73s1XgCfb9xn
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From shildret at scotth.emsphone.com  Mon Mar  6 19:31:02 2006
From: shildret at scotth.emsphone.com (Scott T. Hildreth)
Date: Mon, 06 Mar 2006 18:31:02 -0600
Subject: [rt-users] mysql connect fails in DBIx::SearchBuilder rt-3.6pre0
In-Reply-To: <1141689426.80526.112.camel@scotth.emsphone.com>
References: <1141689426.80526.112.camel@scotth.emsphone.com>
Message-ID: <1141691462.80526.114.camel@scotth.emsphone.com>

Never mind, the hostname was pointing at the wrong IP address.

                                Thanks for listening. :-)

On Mon, 2006-03-06 at 17:57 -0600, Scott T. Hildreth wrote:
> I get this in the error logs,
> 
> ..failed: Client does not support authentication protocol requested by server; 
> consider upgrading MySQL client at /usr/local/perl-5.8.8/lib/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 108
> [Mon Mar 06 17:17:04 2006] [error] [client 199.67.51.179] Connect Failed Client does not support authentication protocol requested by server; 
> consider upgrading MySQL client\n at /usr/local/rt-3.6pre0/lib/RT.pm line 176\n
> 
> ..This is connecting to the localhost using the same server-client 5.0.  I can connect to the rt db with
> the same Perl & DBI, 
> 
> /usr/packages/Perl># perl -MDBI -d -e0                                                                    5:45PM 03/06 tstest
> 
> Loading DB routines from perl5db.pl version 1.28
> Editor support available.
> 
> Enter h or `h h' for help, or `man perldebug' for more help.
> 
> main::(-e:1):   0
>   DB<1> $dbh = DBI->connect('dbi:mysql:dbname=rt;host=localhost', 'rt-user', 'rtpass');
> 
>   DB<2> x $dbh->tables;
> 0  '`ACL`'
> 1  '`Attachments`'
> 2  '`Attributes`'
> 3  '`CachedGroupMembers`'
> 4  '`CustomFieldValues`'
> 5  '`CustomFields`'
> 6  '`GroupMembers`'
> 7  '`Groups`'
> 8  '`Links`'
> 9  '`Principals`'
> 10  '`Queues`'
> 11  '`ScripActions`'
> 12  '`ScripConditions`'
> 13  '`Scrips`'
> 14  '`Templates`'
> 15  '`TicketCustomFieldValues`'
> 16  '`Tickets`'
> 17  '`Transactions`'
> 18  '`Users`'
> 19  '`sessions`'
> 
> 
> ... but it fails in DBIx::SearchBuilder.
> 
> =======================================================================
> 
>  perl -MDBI -e 'DBI->installed_versions'  
>                                              
>   Perl            : 5.008008    (i686-linux)
>   OS              : linux       (2.6.14.6)
>   DBI             : 1.50
>   DBD::mysql      : 3.0002
>   DBD::Sponge     : 11.10
>   DBD::SQLite     : 1.11
>   DBD::Proxy      : 0.2004
>   DBD::Oracle     : 1.16
>   DBD::Multiplex  : 1.98
>   DBD::File       : 0.33
>   DBD::ExampleP   : 11.12
>   DBD::DBM        : 0.03
> 
> 
> perl -MDBIx::SearchBuilder -e 'print $DBIx::SearchBuilder::VERSION, $/'
> 
> 1.39
> =======================================================================
> 
>                                               
> 
>                                                          Any ideas?
> 
>                                                                   STH
> 
> 
>  
-- 
Scott T. Hildreth <shildret at scotth.emsphone.com>


From shildret at scotth.emsphone.com  Mon Mar  6 19:51:35 2006
From: shildret at scotth.emsphone.com (Scott T. Hildreth)
Date: Mon, 06 Mar 2006 18:51:35 -0600
Subject: [rt-users] mysql connect fails in DBIx::SearchBuilder rt-3.6pre0
In-Reply-To: <1141691462.80526.114.camel@scotth.emsphone.com>
References: <1141689426.80526.112.camel@scotth.emsphone.com>
	<1141691462.80526.114.camel@scotth.emsphone.com>
Message-ID: <1141692695.80526.119.camel@scotth.emsphone.com>

On Mon, 2006-03-06 at 18:31 -0600, Scott T. Hildreth wrote:
> Never mind, the hostname was pointing at the wrong IP address.
> 
>                                 Thanks for listening. :-)

  Well not the case.  I can connect with DBIx::SearchBuilder::Handle,

  DB<3> use DBIx::SearchBuilder::Handle;

  DB<4> $handle = DBIx::SearchBuilder::Handle->new();

  DB<5> $handle->Connect( Driver => 'mysql', Database => 'rt', Host => 'localhost', User => 'rt-user', Password => 'rtpas');

  DB<6> x $handle
0  DBIx::SearchBuilder::Handle::mysql=HASH(0x846fb50)
   'DisconnectHandleOnDestroy' => undef
   'StatementLog' => ARRAY(0x855f4fc)
        empty array
   'dsn' => 'dbi:mysql:dbname=rt3;host=localhost'

...I only get the error message when running in RT.


> 
> On Mon, 2006-03-06 at 17:57 -0600, Scott T. Hildreth wrote:
> > I get this in the error logs,
> > 
> > ..failed: Client does not support authentication protocol requested by server; 
> > consider upgrading MySQL client at /usr/local/perl-5.8.8/lib/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 108
> > [Mon Mar 06 17:17:04 2006] [error] [client 199.67.51.179] Connect Failed Client does not support authentication protocol requested by server; 
> > consider upgrading MySQL client\n at /usr/local/rt-3.6pre0/lib/RT.pm line 176\n
> > 
> > ..This is connecting to the localhost using the same server-client 5.0.  I can connect to the rt db with
> > the same Perl & DBI, 
> > 
> > /usr/packages/Perl># perl -MDBI -d -e0                                                                    5:45PM 03/06 tstest
> > 
> > Loading DB routines from perl5db.pl version 1.28
> > Editor support available.
> > 
> > Enter h or `h h' for help, or `man perldebug' for more help.
> > 
> > main::(-e:1):   0
> >   DB<1> $dbh = DBI->connect('dbi:mysql:dbname=rt;host=localhost', 'rt-user', 'rtpass');
> > 
> >   DB<2> x $dbh->tables;
> > 0  '`ACL`'
> > 1  '`Attachments`'
> > 2  '`Attributes`'
> > 3  '`CachedGroupMembers`'
> > 4  '`CustomFieldValues`'
> > 5  '`CustomFields`'
> > 6  '`GroupMembers`'
> > 7  '`Groups`'
> > 8  '`Links`'
> > 9  '`Principals`'
> > 10  '`Queues`'
> > 11  '`ScripActions`'
> > 12  '`ScripConditions`'
> > 13  '`Scrips`'
> > 14  '`Templates`'
> > 15  '`TicketCustomFieldValues`'
> > 16  '`Tickets`'
> > 17  '`Transactions`'
> > 18  '`Users`'
> > 19  '`sessions`'
> > 
> > 
> > ... but it fails in DBIx::SearchBuilder.
> > 
> > =======================================================================
> > 
> >  perl -MDBI -e 'DBI->installed_versions'  
> >                                              
> >   Perl            : 5.008008    (i686-linux)
> >   OS              : linux       (2.6.14.6)
> >   DBI             : 1.50
> >   DBD::mysql      : 3.0002
> >   DBD::Sponge     : 11.10
> >   DBD::SQLite     : 1.11
> >   DBD::Proxy      : 0.2004
> >   DBD::Oracle     : 1.16
> >   DBD::Multiplex  : 1.98
> >   DBD::File       : 0.33
> >   DBD::ExampleP   : 11.12
> >   DBD::DBM        : 0.03
> > 
> > 
> > perl -MDBIx::SearchBuilder -e 'print $DBIx::SearchBuilder::VERSION, $/'
> > 
> > 1.39
> > =======================================================================
> > 
> >                                               
> > 
> >                                                          Any ideas?
> > 
> >                                                                   STH
> > 
> > 
> >  
-- 
Scott T. Hildreth <shildret at scotth.emsphone.com>


From ryan.hardester at ci.tracy.ca.us  Mon Mar  6 19:53:02 2006
From: ryan.hardester at ci.tracy.ca.us (Ryan Hardester)
Date: Mon, 6 Mar 2006 16:53:02 -0800
Subject: [rt-users] Mailgate problem
Message-ID: <C7C9E0533C7E6A49AB4586C392C96500C71134@mail1.cot.pvt>

I have started getting:
 (Deferred: prog mailer (/bin/sh) exited with EX_TEMPFAIL)
 
"|/usr/local/rt3/bin/rt-mailgate  
 
Any ideas as to what i have done wrong?
 
I am using FreeBSD and Sendmail with RT 3.4.4
 
Ryan Hardester
Information Systems Technician II
City Of Tracy
 
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From bobg at uic.edu  Mon Mar  6 19:55:45 2006
From: bobg at uic.edu (Bob Goldstein)
Date: Mon, 06 Mar 2006 18:55:45 -0600
Subject: [rt-users] RT::Attribute::Name Unimplemented in RT::Attributes 
In-Reply-To: Your message of "Mon, 06 Mar 2006 17:15:09 MST."
	<440CD08D.2060108@seekio.com> 
Message-ID: <200603070055.k270tj4P028939@remora.cc.uic.edu>


I got hit by the same thing recently, for the first time ever,
just out of the blue.  I flushed the mason cache and restarted
all the fcgi processes, and the problem went away.

In case this helps anyone else debugging this,
some detailed notes:

Even when the problem occured, it seemed intermittant.  Either
because it truly was, or I was hitting different fcgi processes,
so some of them had the problem and others didn't.  Don't know.

In the process of troubleshooting, I found the system
was abending when it was trying to autocreate a getter/setter
method in AUTOLOAD.  I didn't see anything wrong in the code,
but clearly it fell through some if statements that I thought
would have been triggered, into the "I'm confused" part of the
program.  I added some extra debugging statements, but nothing
has misbehaved since then.

I have to conclude that this statement:
  $self->_Accessible( $Attrib, 'read' )

in the AUTOLOAD of SearchBuilder/Record.pm,
is failing, meaning that the program thinks RT::Attribute::Name is
not readable.  But I got lost at that point.

  bobg


>-----BEGIN PGP SIGNED MESSAGE-----
>Hash: SHA1
>
>I keep getting this error seemingly at random when building search
>queries.  I can't figure out if there is something specific triggering
>it.  I can go through the query interface like 10 times refining a
>search, and then it will just seemingly randomly trigger.  Clicking on
>"Tickets" or "Query Builder" won't clear the error.  Sometimes it will
>clear after hitting "Home" or "Results" then going back.  Below is the
>error.  Anybody have any ideas?
>
>System error
>error:  	RT::Attribute::Name Unimplemented in RT::Attributes.
>(/usr/local/rt/lib/RT/Attributes_Overlay.pm line 81)
>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/share/perl/5.8.4/DBIx/SearchBuilder/Record.pm:496
>/usr/local/rt/lib/RT/Attributes_Overlay.pm:81
>/usr/local/rt/lib/RT/Attributes_Overlay.pm:73
>/usr/local/rt/lib/RT/Attributes_Overlay.pm:88
>/usr/local/rt/lib/RT/Attributes_Overlay.pm:119
>/usr/local/rt/share/html/Search/Elements/SelectSearchesForObjects:58
>/usr/local/rt/share/html/Search/Elements/EditSearches:75
>/usr/local/rt/share/html/Search/Build.html:99
>/usr/local/rt/share/html/autohandler:215
>raw error
>
>
>RT::Attribute::Name Unimplemented in RT::Attributes.
>(/usr/local/rt/lib/RT/Attributes_Overlay.pm line 81)
>
>Trace begun at /usr/local/share/perl/5.8.4/HTML/Mason/Exceptions.pm line 129
>HTML::Mason::Exceptions::rethrow_exception('RT::Attribute::Name
>Unimplemented in RT::Attributes.
>(/usr/local/rt/lib/RT/Attributes_Overlay.pm line 81) ^J') called at
>/usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Record.pm line 496
>DBIx::SearchBuilder::Record::AUTOLOAD('RT::Attribute=HASH(0xa3605c8)')
>called at /usr/local/rt/lib/RT/Attributes_Overlay.pm line 81
>RT::Attributes::_BuildAccessTable('RT::Attributes=HASH(0xa33234c)')
>called at /usr/local/rt/lib/RT/Attributes_Overlay.pm line 73
>RT::Attributes::_DoSearch('RT::Attributes=HASH(0xa33234c)') called at
>/usr/local/rt/lib/RT/Attributes_Overlay.pm line 88
>RT::Attributes::_AttrHash('RT::Attributes=HASH(0xa33234c)') called at
>/usr/local/rt/lib/RT/Attributes_Overlay.pm line 119
>RT::Attributes::Named('RT::Attributes=HASH(0xa33234c)', 'SavedSearch')
>called at
>/usr/local/rt/share/html/Search/Elements/SelectSearchesForObjects line 58
>HTML::Mason::Commands::__ANON__('Name', 'LoadSavedSearch', 'Objects',
>'ARRAY(0xa44abb4)') called at
>/usr/local/share/perl/5.8.4/HTML/Mason/Component.pm line 135
>HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa403278)
>',
>'Name', 'LoadSavedSearch', 'Objects', 'ARRAY(0xa44abb4)') called at
>/usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1251
>eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1245
>HTML::Mason::Request::comp(undef, undef, 'Name', 'LoadSavedSearch',
>'Objects', 'ARRAY(0xa44abb4)') called at
>/usr/local/rt/share/html/Search/Elements/EditSearches line 75
>HTML::Mason::Commands::__ANON__('CurrentSearch', 'HASH(0xa444608)',
>'Dirty', 0, 'SearchId', 'new') called at
>/usr/local/share/perl/5.8.4/HTML/Mason/Component.pm line 135
>HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa3f2308)
>',
>'CurrentSearch', 'HASH(0xa444608)', 'Dirty', 0, 'SearchId', 'new')
>called at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1251
>eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1245
>HTML::Mason::Request::comp(undef, undef, 'CurrentSearch',
>'HASH(0xa444608)', 'Dirty', 0, 'SearchId', 'new') called at
>/usr/local/rt/share/html/Search/Build.html line 99
>HTML::Mason::Commands::__ANON__ at
>/usr/local/share/perl/5.8.4/HTML/Mason/Component.pm line 135
>HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9e77ff0)
>')
>called at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1251
>eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1245
>HTML::Mason::Request::comp(undef, undef) called at
>/usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 914
>HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xa3
>54898)')
>called at /usr/local/rt/share/html/autohandler line 215
>HTML::Mason::Commands::__ANON__ at
>/usr/local/share/perl/5.8.4/HTML/Mason/Component.pm line 135
>HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9e108d4)
>')
>called at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1246
>eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1245
>HTML::Mason::Request::comp(undef, undef, undef) called at
>/usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 459
>eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 459
>eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 411
>HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa354898
>)')
>called at /usr/local/share/perl/5.8.4/HTML/Mason/ApacheHandler.pm line 168
>HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler
>=HASH(0xa354898)')
>called at /usr/local/share/perl/5.8.4/HTML/Mason/ApacheHandler.pm line 826
>HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x
>9ad3d24)',
>'Apache=SCALAR(0xa46f8d0)') called at /usr/local/rt/bin/webmux.pl line 123
>eval {...} at /usr/local/rt/bin/webmux.pl line 123
>RT::Mason::handler('Apache=SCALAR(0xa46f8d0)') called at /dev/null line 0
>eval {...} at /dev/null line 0
>
>Thanks,
>Nate
>
>- --
>:wq
>-----BEGIN PGP SIGNATURE-----
>Version: GnuPG v1.4.1 (GNU/Linux)
>Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org
>
>iD8DBQFEDNCMRMRYK1K/wKQRAlNGAJ9V1rRV0CKzyfwjZsFx9GIq73s1XgCfb9xn
>hgLmSAkC7YLVBfLxiEk/VD4=
>=6rPJ
>-----END PGP SIGNATURE-----
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>Buy a copy at http://rtbook.bestpractical.com
>
>
>We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/abou
>t/jobs.html
>


From ruslan.zakirov at gmail.com  Mon Mar  6 20:03:51 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 7 Mar 2006 04:03:51 +0300
Subject: [rt-users] Mailgate problem
In-Reply-To: <C7C9E0533C7E6A49AB4586C392C96500C71134@mail1.cot.pvt>
References: <C7C9E0533C7E6A49AB4586C392C96500C71134@mail1.cot.pvt>
Message-ID: <589c94400603061703i453a85e5xd3a100a6d6e0a422@mail.gmail.com>

On 3/7/06, Ryan Hardester <ryan.hardester at ci.tracy.ca.us> wrote:
>
> I have started getting:
>  (Deferred: prog mailer (/bin/sh) exited with EX_TEMPFAIL)
>
> "|/usr/local/rt3/bin/rt-mailgate
>
> Any ideas as to what i have done wrong?
>
> I am using FreeBSD and Sendmail with RT 3.4.4
Get text of the message from mail queue and run mailgate from the
command line with --debug option enabled, something like:

cat message.eml | rt-mailgate --debug ...other mailgate options...

>
>
>
> Ryan Hardester
> Information Systems Technician II
> City Of Tracy
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical:
> http://bestpractical.com/about/jobs.html
>
>


--
Best regards, Ruslan.

From ruslan.zakirov at gmail.com  Mon Mar  6 20:04:59 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 7 Mar 2006 04:04:59 +0300
Subject: [rt-users] mysql connect fails in DBIx::SearchBuilder rt-3.6pre0
In-Reply-To: <1141692695.80526.119.camel@scotth.emsphone.com>
References: <1141689426.80526.112.camel@scotth.emsphone.com>
	<1141691462.80526.114.camel@scotth.emsphone.com>
	<1141692695.80526.119.camel@scotth.emsphone.com>
Message-ID: <589c94400603061704m2049a885r5ec68fb7dfc3bcaf@mail.gmail.com>

mod_perl?

On 3/7/06, Scott T. Hildreth <shildret at scotth.emsphone.com> wrote:
> On Mon, 2006-03-06 at 18:31 -0600, Scott T. Hildreth wrote:
> > Never mind, the hostname was pointing at the wrong IP address.
> >
> >                                 Thanks for listening. :-)
>
>   Well not the case.  I can connect with DBIx::SearchBuilder::Handle,
>
>   DB<3> use DBIx::SearchBuilder::Handle;
>
>   DB<4> $handle = DBIx::SearchBuilder::Handle->new();
>
>   DB<5> $handle->Connect( Driver => 'mysql', Database => 'rt', Host => 'localhost', User => 'rt-user', Password => 'rtpas');
>
>   DB<6> x $handle
> 0  DBIx::SearchBuilder::Handle::mysql=HASH(0x846fb50)
>    'DisconnectHandleOnDestroy' => undef
>    'StatementLog' => ARRAY(0x855f4fc)
>         empty array
>    'dsn' => 'dbi:mysql:dbname=rt3;host=localhost'
>
> ...I only get the error message when running in RT.
>
>
> >
> > On Mon, 2006-03-06 at 17:57 -0600, Scott T. Hildreth wrote:
> > > I get this in the error logs,
> > >
> > > ..failed: Client does not support authentication protocol requested by server;
> > > consider upgrading MySQL client at /usr/local/perl-5.8.8/lib/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 108
> > > [Mon Mar 06 17:17:04 2006] [error] [client 199.67.51.179] Connect Failed Client does not support authentication protocol requested by server;
> > > consider upgrading MySQL client\n at /usr/local/rt-3.6pre0/lib/RT.pm line 176\n
> > >
> > > ..This is connecting to the localhost using the same server-client 5.0.  I can connect to the rt db with
> > > the same Perl & DBI,
> > >
> > > /usr/packages/Perl># perl -MDBI -d -e0                                                                    5:45PM 03/06 tstest
> > >
> > > Loading DB routines from perl5db.pl version 1.28
> > > Editor support available.
> > >
> > > Enter h or `h h' for help, or `man perldebug' for more help.
> > >
> > > main::(-e:1):   0
> > >   DB<1> $dbh = DBI->connect('dbi:mysql:dbname=rt;host=localhost', 'rt-user', 'rtpass');
> > >
> > >   DB<2> x $dbh->tables;
> > > 0  '`ACL`'
> > > 1  '`Attachments`'
> > > 2  '`Attributes`'
> > > 3  '`CachedGroupMembers`'
> > > 4  '`CustomFieldValues`'
> > > 5  '`CustomFields`'
> > > 6  '`GroupMembers`'
> > > 7  '`Groups`'
> > > 8  '`Links`'
> > > 9  '`Principals`'
> > > 10  '`Queues`'
> > > 11  '`ScripActions`'
> > > 12  '`ScripConditions`'
> > > 13  '`Scrips`'
> > > 14  '`Templates`'
> > > 15  '`TicketCustomFieldValues`'
> > > 16  '`Tickets`'
> > > 17  '`Transactions`'
> > > 18  '`Users`'
> > > 19  '`sessions`'
> > >
> > >
> > > ... but it fails in DBIx::SearchBuilder.
> > >
> > > =======================================================================
> > >
> > >  perl -MDBI -e 'DBI->installed_versions'
> > >
> > >   Perl            : 5.008008    (i686-linux)
> > >   OS              : linux       (2.6.14.6)
> > >   DBI             : 1.50
> > >   DBD::mysql      : 3.0002
> > >   DBD::Sponge     : 11.10
> > >   DBD::SQLite     : 1.11
> > >   DBD::Proxy      : 0.2004
> > >   DBD::Oracle     : 1.16
> > >   DBD::Multiplex  : 1.98
> > >   DBD::File       : 0.33
> > >   DBD::ExampleP   : 11.12
> > >   DBD::DBM        : 0.03
> > >
> > >
> > > perl -MDBIx::SearchBuilder -e 'print $DBIx::SearchBuilder::VERSION, $/'
> > >
> > > 1.39
> > > =======================================================================
> > >
> > >
> > >
> > >                                                          Any ideas?
> > >
> > >                                                                   STH
> > >
> > >
> > >
> --
> Scott T. Hildreth <shildret at scotth.emsphone.com>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>


--
Best regards, Ruslan.

From shildreth at allantgroup.com  Mon Mar  6 20:10:51 2006
From: shildreth at allantgroup.com (Scott T. Hildreth)
Date: Mon, 06 Mar 2006 19:10:51 -0600
Subject: [rt-users] mysql connect fails in DBIx::SearchBuilder rt-3.6pre0
In-Reply-To: <589c94400603061704m2049a885r5ec68fb7dfc3bcaf@mail.gmail.com>
References: <1141689426.80526.112.camel@scotth.emsphone.com>
	<1141691462.80526.114.camel@scotth.emsphone.com>
	<1141692695.80526.119.camel@scotth.emsphone.com>
	<589c94400603061704m2049a885r5ec68fb7dfc3bcaf@mail.gmail.com>
Message-ID: <1141693851.80526.120.camel@scotth.emsphone.com>

On Tue, 2006-03-07 at 04:04 +0300, Ruslan Zakirov wrote:
> mod_perl?

yes mod_perl 2.02
> 
> On 3/7/06, Scott T. Hildreth <shildret at scotth.emsphone.com> wrote:
> > On Mon, 2006-03-06 at 18:31 -0600, Scott T. Hildreth wrote:
> > > Never mind, the hostname was pointing at the wrong IP address.
> > >
> > >                                 Thanks for listening. :-)
> >
> >   Well not the case.  I can connect with DBIx::SearchBuilder::Handle,
> >
> >   DB<3> use DBIx::SearchBuilder::Handle;
> >
> >   DB<4> $handle = DBIx::SearchBuilder::Handle->new();
> >
> >   DB<5> $handle->Connect( Driver => 'mysql', Database => 'rt', Host => 'localhost', User => 'rt-user', Password => 'rtpas');
> >
> >   DB<6> x $handle
> > 0  DBIx::SearchBuilder::Handle::mysql=HASH(0x846fb50)
> >    'DisconnectHandleOnDestroy' => undef
> >    'StatementLog' => ARRAY(0x855f4fc)
> >         empty array
> >    'dsn' => 'dbi:mysql:dbname=rt3;host=localhost'
> >
> > ...I only get the error message when running in RT.
> >
> >
> > >
> > > On Mon, 2006-03-06 at 17:57 -0600, Scott T. Hildreth wrote:
> > > > I get this in the error logs,
> > > >
> > > > ..failed: Client does not support authentication protocol requested by server;
> > > > consider upgrading MySQL client at /usr/local/perl-5.8.8/lib/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 108
> > > > [Mon Mar 06 17:17:04 2006] [error] [client 199.67.51.179] Connect Failed Client does not support authentication protocol requested by server;
> > > > consider upgrading MySQL client\n at /usr/local/rt-3.6pre0/lib/RT.pm line 176\n
> > > >
> > > > ..This is connecting to the localhost using the same server-client 5.0.  I can connect to the rt db with
> > > > the same Perl & DBI,
> > > >
> > > > /usr/packages/Perl># perl -MDBI -d -e0                                                                    5:45PM 03/06 tstest
> > > >
> > > > Loading DB routines from perl5db.pl version 1.28
> > > > Editor support available.
> > > >
> > > > Enter h or `h h' for help, or `man perldebug' for more help.
> > > >
> > > > main::(-e:1):   0
> > > >   DB<1> $dbh = DBI->connect('dbi:mysql:dbname=rt;host=localhost', 'rt-user', 'rtpass');
> > > >
> > > >   DB<2> x $dbh->tables;
> > > > 0  '`ACL`'
> > > > 1  '`Attachments`'
> > > > 2  '`Attributes`'
> > > > 3  '`CachedGroupMembers`'
> > > > 4  '`CustomFieldValues`'
> > > > 5  '`CustomFields`'
> > > > 6  '`GroupMembers`'
> > > > 7  '`Groups`'
> > > > 8  '`Links`'
> > > > 9  '`Principals`'
> > > > 10  '`Queues`'
> > > > 11  '`ScripActions`'
> > > > 12  '`ScripConditions`'
> > > > 13  '`Scrips`'
> > > > 14  '`Templates`'
> > > > 15  '`TicketCustomFieldValues`'
> > > > 16  '`Tickets`'
> > > > 17  '`Transactions`'
> > > > 18  '`Users`'
> > > > 19  '`sessions`'
> > > >
> > > >
> > > > ... but it fails in DBIx::SearchBuilder.
> > > >
> > > > =======================================================================
> > > >
> > > >  perl -MDBI -e 'DBI->installed_versions'
> > > >
> > > >   Perl            : 5.008008    (i686-linux)
> > > >   OS              : linux       (2.6.14.6)
> > > >   DBI             : 1.50
> > > >   DBD::mysql      : 3.0002
> > > >   DBD::Sponge     : 11.10
> > > >   DBD::SQLite     : 1.11
> > > >   DBD::Proxy      : 0.2004
> > > >   DBD::Oracle     : 1.16
> > > >   DBD::Multiplex  : 1.98
> > > >   DBD::File       : 0.33
> > > >   DBD::ExampleP   : 11.12
> > > >   DBD::DBM        : 0.03
> > > >
> > > >
> > > > perl -MDBIx::SearchBuilder -e 'print $DBIx::SearchBuilder::VERSION, $/'
> > > >
> > > > 1.39
> > > > =======================================================================
> > > >
> > > >
> > > >
> > > >                                                          Any ideas?
> > > >
> > > >                                                                   STH
> > > >
> > > >
> > > >
> > --
> > Scott T. Hildreth <shildret at scotth.emsphone.com>
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
> >
> > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
> >
> 
> 
> --
> Best regards, Ruslan.
> 
-- 
Scott T. Hildreth <shildreth at allantgroup.com>


From ruslan.zakirov at gmail.com  Mon Mar  6 20:15:55 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 7 Mar 2006 04:15:55 +0300
Subject: [rt-users] mysql connect fails in DBIx::SearchBuilder rt-3.6pre0
In-Reply-To: <1141693851.80526.120.camel@scotth.emsphone.com>
References: <1141689426.80526.112.camel@scotth.emsphone.com>
	<1141691462.80526.114.camel@scotth.emsphone.com>
	<1141692695.80526.119.camel@scotth.emsphone.com>
	<589c94400603061704m2049a885r5ec68fb7dfc3bcaf@mail.gmail.com>
	<1141693851.80526.120.camel@scotth.emsphone.com>
Message-ID: <589c94400603061715s7aa2822bv105a7091565d6317@mail.gmail.com>

Check that mod_perl runs with perl you want, may be you run one perl
interpreter from command line, but mod_perl use another(that's
possible).

On 3/7/06, Scott T. Hildreth <shildreth at allantgroup.com> wrote:
> On Tue, 2006-03-07 at 04:04 +0300, Ruslan Zakirov wrote:
> > mod_perl?
>
> yes mod_perl 2.02
> >
> > On 3/7/06, Scott T. Hildreth <shildret at scotth.emsphone.com> wrote:
> > > On Mon, 2006-03-06 at 18:31 -0600, Scott T. Hildreth wrote:
> > > > Never mind, the hostname was pointing at the wrong IP address.
> > > >
> > > >                                 Thanks for listening. :-)
> > >
> > >   Well not the case.  I can connect with DBIx::SearchBuilder::Handle,
> > >
> > >   DB<3> use DBIx::SearchBuilder::Handle;
> > >
> > >   DB<4> $handle = DBIx::SearchBuilder::Handle->new();
> > >
> > >   DB<5> $handle->Connect( Driver => 'mysql', Database => 'rt', Host => 'localhost', User => 'rt-user', Password => 'rtpas');
> > >
> > >   DB<6> x $handle
> > > 0  DBIx::SearchBuilder::Handle::mysql=HASH(0x846fb50)
> > >    'DisconnectHandleOnDestroy' => undef
> > >    'StatementLog' => ARRAY(0x855f4fc)
> > >         empty array
> > >    'dsn' => 'dbi:mysql:dbname=rt3;host=localhost'
> > >
> > > ...I only get the error message when running in RT.
> > >
> > >
> > > >
> > > > On Mon, 2006-03-06 at 17:57 -0600, Scott T. Hildreth wrote:
> > > > > I get this in the error logs,
> > > > >
> > > > > ..failed: Client does not support authentication protocol requested by server;
> > > > > consider upgrading MySQL client at /usr/local/perl-5.8.8/lib/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 108
> > > > > [Mon Mar 06 17:17:04 2006] [error] [client 199.67.51.179] Connect Failed Client does not support authentication protocol requested by server;
> > > > > consider upgrading MySQL client\n at /usr/local/rt-3.6pre0/lib/RT.pm line 176\n
> > > > >
> > > > > ..This is connecting to the localhost using the same server-client 5.0.  I can connect to the rt db with
> > > > > the same Perl & DBI,
> > > > >
> > > > > /usr/packages/Perl># perl -MDBI -d -e0                                                                    5:45PM 03/06 tstest
> > > > >
> > > > > Loading DB routines from perl5db.pl version 1.28
> > > > > Editor support available.
> > > > >
> > > > > Enter h or `h h' for help, or `man perldebug' for more help.
> > > > >
> > > > > main::(-e:1):   0
> > > > >   DB<1> $dbh = DBI->connect('dbi:mysql:dbname=rt;host=localhost', 'rt-user', 'rtpass');
> > > > >
> > > > >   DB<2> x $dbh->tables;
> > > > > 0  '`ACL`'
> > > > > 1  '`Attachments`'
> > > > > 2  '`Attributes`'
> > > > > 3  '`CachedGroupMembers`'
> > > > > 4  '`CustomFieldValues`'
> > > > > 5  '`CustomFields`'
> > > > > 6  '`GroupMembers`'
> > > > > 7  '`Groups`'
> > > > > 8  '`Links`'
> > > > > 9  '`Principals`'
> > > > > 10  '`Queues`'
> > > > > 11  '`ScripActions`'
> > > > > 12  '`ScripConditions`'
> > > > > 13  '`Scrips`'
> > > > > 14  '`Templates`'
> > > > > 15  '`TicketCustomFieldValues`'
> > > > > 16  '`Tickets`'
> > > > > 17  '`Transactions`'
> > > > > 18  '`Users`'
> > > > > 19  '`sessions`'
> > > > >
> > > > >
> > > > > ... but it fails in DBIx::SearchBuilder.
> > > > >
> > > > > =======================================================================
> > > > >
> > > > >  perl -MDBI -e 'DBI->installed_versions'
> > > > >
> > > > >   Perl            : 5.008008    (i686-linux)
> > > > >   OS              : linux       (2.6.14.6)
> > > > >   DBI             : 1.50
> > > > >   DBD::mysql      : 3.0002
> > > > >   DBD::Sponge     : 11.10
> > > > >   DBD::SQLite     : 1.11
> > > > >   DBD::Proxy      : 0.2004
> > > > >   DBD::Oracle     : 1.16
> > > > >   DBD::Multiplex  : 1.98
> > > > >   DBD::File       : 0.33
> > > > >   DBD::ExampleP   : 11.12
> > > > >   DBD::DBM        : 0.03
> > > > >
> > > > >
> > > > > perl -MDBIx::SearchBuilder -e 'print $DBIx::SearchBuilder::VERSION, $/'
> > > > >
> > > > > 1.39
> > > > > =======================================================================
> > > > >
> > > > >
> > > > >
> > > > >                                                          Any ideas?
> > > > >
> > > > >                                                                   STH
> > > > >
> > > > >
> > > > >
> > > --
> > > Scott T. Hildreth <shildret at scotth.emsphone.com>
> > > _______________________________________________
> > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > >
> > > Community help: http://wiki.bestpractical.com
> > > Commercial support: sales at bestpractical.com
> > >
> > >
> > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > > Buy a copy at http://rtbook.bestpractical.com
> > >
> > >
> > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
> > >
> >
> >
> > --
> > Best regards, Ruslan.
> >
> --
> Scott T. Hildreth <shildreth at allantgroup.com>
>


--
Best regards, Ruslan.

From shildreth at allantgroup.com  Mon Mar  6 20:21:38 2006
From: shildreth at allantgroup.com (Scott T. Hildreth)
Date: Mon, 06 Mar 2006 19:21:38 -0600
Subject: [rt-users] mysql connect fails in DBIx::SearchBuilder rt-3.6pre0
In-Reply-To: <589c94400603061715s7aa2822bv105a7091565d6317@mail.gmail.com>
References: <1141689426.80526.112.camel@scotth.emsphone.com>
	<1141691462.80526.114.camel@scotth.emsphone.com>
	<1141692695.80526.119.camel@scotth.emsphone.com>
	<589c94400603061704m2049a885r5ec68fb7dfc3bcaf@mail.gmail.com>
	<1141693851.80526.120.camel@scotth.emsphone.com>
	<589c94400603061715s7aa2822bv105a7091565d6317@mail.gmail.com>
Message-ID: <1141694498.80526.123.camel@scotth.emsphone.com>

On Tue, 2006-03-07 at 04:15 +0300, Ruslan Zakirov wrote:
> Check that mod_perl runs with perl you want, may be you run one perl
> interpreter from command line, but mod_perl use another(that's
> possible).

  I did a force reinstall of mod_perl2, just to make sure that wasn't 
  happening.  I will double check though.   I am using 5.8.8 and the 
  vendor Perl is 5.8.3 without DBD::mysql or DBI installed.  It does
  show 5.8.8 in the error messages.

> 
> On 3/7/06, Scott T. Hildreth <shildreth at allantgroup.com> wrote:
> > On Tue, 2006-03-07 at 04:04 +0300, Ruslan Zakirov wrote:
> > > mod_perl?
> >
> > yes mod_perl 2.02
> > >
> > > On 3/7/06, Scott T. Hildreth <shildret at scotth.emsphone.com> wrote:
> > > > On Mon, 2006-03-06 at 18:31 -0600, Scott T. Hildreth wrote:
> > > > > Never mind, the hostname was pointing at the wrong IP address.
> > > > >
> > > > >                                 Thanks for listening. :-)
> > > >
> > > >   Well not the case.  I can connect with DBIx::SearchBuilder::Handle,
> > > >
> > > >   DB<3> use DBIx::SearchBuilder::Handle;
> > > >
> > > >   DB<4> $handle = DBIx::SearchBuilder::Handle->new();
> > > >
> > > >   DB<5> $handle->Connect( Driver => 'mysql', Database => 'rt', Host => 'localhost', User => 'rt-user', Password => 'rtpas');
> > > >
> > > >   DB<6> x $handle
> > > > 0  DBIx::SearchBuilder::Handle::mysql=HASH(0x846fb50)
> > > >    'DisconnectHandleOnDestroy' => undef
> > > >    'StatementLog' => ARRAY(0x855f4fc)
> > > >         empty array
> > > >    'dsn' => 'dbi:mysql:dbname=rt3;host=localhost'
> > > >
> > > > ...I only get the error message when running in RT.
> > > >
> > > >
> > > > >
> > > > > On Mon, 2006-03-06 at 17:57 -0600, Scott T. Hildreth wrote:
> > > > > > I get this in the error logs,
> > > > > >
> > > > > > ..failed: Client does not support authentication protocol requested by server;
> > > > > > consider upgrading MySQL client at /usr/local/perl-5.8.8/lib/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 108
> > > > > > [Mon Mar 06 17:17:04 2006] [error] [client 199.67.51.179] Connect Failed Client does not support authentication protocol requested by server;
> > > > > > consider upgrading MySQL client\n at /usr/local/rt-3.6pre0/lib/RT.pm line 176\n
> > > > > >
> > > > > > ..This is connecting to the localhost using the same server-client 5.0.  I can connect to the rt db with
> > > > > > the same Perl & DBI,
> > > > > >
> > > > > > /usr/packages/Perl># perl -MDBI -d -e0                                                                    5:45PM 03/06 tstest
> > > > > >
> > > > > > Loading DB routines from perl5db.pl version 1.28
> > > > > > Editor support available.
> > > > > >
> > > > > > Enter h or `h h' for help, or `man perldebug' for more help.
> > > > > >
> > > > > > main::(-e:1):   0
> > > > > >   DB<1> $dbh = DBI->connect('dbi:mysql:dbname=rt;host=localhost', 'rt-user', 'rtpass');
> > > > > >
> > > > > >   DB<2> x $dbh->tables;
> > > > > > 0  '`ACL`'
> > > > > > 1  '`Attachments`'
> > > > > > 2  '`Attributes`'
> > > > > > 3  '`CachedGroupMembers`'
> > > > > > 4  '`CustomFieldValues`'
> > > > > > 5  '`CustomFields`'
> > > > > > 6  '`GroupMembers`'
> > > > > > 7  '`Groups`'
> > > > > > 8  '`Links`'
> > > > > > 9  '`Principals`'
> > > > > > 10  '`Queues`'
> > > > > > 11  '`ScripActions`'
> > > > > > 12  '`ScripConditions`'
> > > > > > 13  '`Scrips`'
> > > > > > 14  '`Templates`'
> > > > > > 15  '`TicketCustomFieldValues`'
> > > > > > 16  '`Tickets`'
> > > > > > 17  '`Transactions`'
> > > > > > 18  '`Users`'
> > > > > > 19  '`sessions`'
> > > > > >
> > > > > >
> > > > > > ... but it fails in DBIx::SearchBuilder.
> > > > > >
> > > > > > =======================================================================
> > > > > >
> > > > > >  perl -MDBI -e 'DBI->installed_versions'
> > > > > >
> > > > > >   Perl            : 5.008008    (i686-linux)
> > > > > >   OS              : linux       (2.6.14.6)
> > > > > >   DBI             : 1.50
> > > > > >   DBD::mysql      : 3.0002
> > > > > >   DBD::Sponge     : 11.10
> > > > > >   DBD::SQLite     : 1.11
> > > > > >   DBD::Proxy      : 0.2004
> > > > > >   DBD::Oracle     : 1.16
> > > > > >   DBD::Multiplex  : 1.98
> > > > > >   DBD::File       : 0.33
> > > > > >   DBD::ExampleP   : 11.12
> > > > > >   DBD::DBM        : 0.03
> > > > > >
> > > > > >
> > > > > > perl -MDBIx::SearchBuilder -e 'print $DBIx::SearchBuilder::VERSION, $/'
> > > > > >
> > > > > > 1.39
> > > > > > =======================================================================
> > > > > >
> > > > > >
> > > > > >
> > > > > >                                                          Any ideas?
> > > > > >
> > > > > >                                                                   STH
> > > > > >
> > > > > >
> > > > > >
> > > > --
> > > > Scott T. Hildreth <shildret at scotth.emsphone.com>
> > > > _______________________________________________
> > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > > >
> > > > Community help: http://wiki.bestpractical.com
> > > > Commercial support: sales at bestpractical.com
> > > >
> > > >
> > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > > > Buy a copy at http://rtbook.bestpractical.com
> > > >
> > > >
> > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
> > > >
> > >
> > >
> > > --
> > > Best regards, Ruslan.
> > >
> > --
> > Scott T. Hildreth <shildreth at allantgroup.com>
> >
> 
> 
> --
> Best regards, Ruslan.
> 
-- 
Scott T. Hildreth <shildreth at allantgroup.com>


From ruslan.zakirov at gmail.com  Mon Mar  6 20:22:58 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 7 Mar 2006 04:22:58 +0300
Subject: [rt-users] Upgrade 3.2.2 -> 3.4.5 (language and acls)
In-Reply-To: <20060305170729.GD31179@easter-eggs.com>
References: <20060305144805.GC31179@easter-eggs.com>
	<20060305170729.GD31179@easter-eggs.com>
Message-ID: <589c94400603061722q71053acasd835c6052fc550ce@mail.gmail.com>

On 3/5/06, Emmanuel Lacour <elacour at easter-eggs.com> wrote:
> On Sun, Mar 05, 2006 at 03:48:05PM +0100, Emmanuel Lacour wrote:
> > Hi,
> >
> > I just upgraded, following the standard procedure and I have some
> > problems remaining:
> >
> > - when I try to change a ticket owner via /Ticket/ModifyPeople.html,
> >   There is missing people in the owner list.
> >
>
> Resolved for this, it seems that for my "admin" group, "superuser" right
> is not sufficient, Id I add "standard" rights like taketicket, ... it's
> ok.
> Feature or bug?
Feature and described in UPGRADING document, on the wiki and several
times discussed on the list.

>
> --
> Emmanuel Lacour ------------------------------------ Easter-eggs
> 44-46 rue de l'Ouest  -  75014 Paris   -   France -  M?tro Gait?
> Phone: +33 (0) 1 43 35 00 37    -     Fax: +33 (0) 1 41 35 00 76
> mailto:elacour at easter-eggs.com   -    http://www.easter-eggs.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.htm
>


--
Best regards, Ruslan.

From shildreth at allantgroup.com  Mon Mar  6 20:23:44 2006
From: shildreth at allantgroup.com (Scott T. Hildreth)
Date: Mon, 06 Mar 2006 19:23:44 -0600
Subject: [rt-users] mysql connect fails in DBIx::SearchBuilder rt-3.6pre0
In-Reply-To: <1141694498.80526.123.camel@scotth.emsphone.com>
References: <1141689426.80526.112.camel@scotth.emsphone.com>
	<1141691462.80526.114.camel@scotth.emsphone.com>
	<1141692695.80526.119.camel@scotth.emsphone.com>
	<589c94400603061704m2049a885r5ec68fb7dfc3bcaf@mail.gmail.com>
	<1141693851.80526.120.camel@scotth.emsphone.com>
	<589c94400603061715s7aa2822bv105a7091565d6317@mail.gmail.com>
	<1141694498.80526.123.camel@scotth.emsphone.com>
Message-ID: <1141694624.80526.125.camel@scotth.emsphone.com>

On Mon, 2006-03-06 at 19:21 -0600, Scott T. Hildreth wrote:
> On Tue, 2006-03-07 at 04:15 +0300, Ruslan Zakirov wrote:
> > Check that mod_perl runs with perl you want, may be you run one perl
> > interpreter from command line, but mod_perl use another(that's
> > possible).

[Mon Mar 06 19:02:55 2006] [notice] Apache/2.0.49 (Unix) mod_ssl/2.0.49 OpenSSL/0.9.7d mod_jk/1.2.15 PHP/4.4.2 
                                    mod_perl/2.0.2 Perl/v5.8.8 configured -- resuming normal operations

> 
>   I did a force reinstall of mod_perl2, just to make sure that wasn't 
>   happening.  I will double check though.   I am using 5.8.8 and the 
>   vendor Perl is 5.8.3 without DBD::mysql or DBI installed.  It does
>   show 5.8.8 in the error messages.
> 
> > 
> > On 3/7/06, Scott T. Hildreth <shildreth at allantgroup.com> wrote:
> > > On Tue, 2006-03-07 at 04:04 +0300, Ruslan Zakirov wrote:
> > > > mod_perl?
> > >
> > > yes mod_perl 2.02
> > > >
> > > > On 3/7/06, Scott T. Hildreth <shildret at scotth.emsphone.com> wrote:
> > > > > On Mon, 2006-03-06 at 18:31 -0600, Scott T. Hildreth wrote:
> > > > > > Never mind, the hostname was pointing at the wrong IP address.
> > > > > >
> > > > > >                                 Thanks for listening. :-)
> > > > >
> > > > >   Well not the case.  I can connect with DBIx::SearchBuilder::Handle,
> > > > >
> > > > >   DB<3> use DBIx::SearchBuilder::Handle;
> > > > >
> > > > >   DB<4> $handle = DBIx::SearchBuilder::Handle->new();
> > > > >
> > > > >   DB<5> $handle->Connect( Driver => 'mysql', Database => 'rt', Host => 'localhost', User => 'rt-user', Password => 'rtpas');
> > > > >
> > > > >   DB<6> x $handle
> > > > > 0  DBIx::SearchBuilder::Handle::mysql=HASH(0x846fb50)
> > > > >    'DisconnectHandleOnDestroy' => undef
> > > > >    'StatementLog' => ARRAY(0x855f4fc)
> > > > >         empty array
> > > > >    'dsn' => 'dbi:mysql:dbname=rt3;host=localhost'
> > > > >
> > > > > ...I only get the error message when running in RT.
> > > > >
> > > > >
> > > > > >
> > > > > > On Mon, 2006-03-06 at 17:57 -0600, Scott T. Hildreth wrote:
> > > > > > > I get this in the error logs,
> > > > > > >
> > > > > > > ..failed: Client does not support authentication protocol requested by server;
> > > > > > > consider upgrading MySQL client at /usr/local/perl-5.8.8/lib/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 108
> > > > > > > [Mon Mar 06 17:17:04 2006] [error] [client 199.67.51.179] Connect Failed Client does not support authentication protocol requested by server;
> > > > > > > consider upgrading MySQL client\n at /usr/local/rt-3.6pre0/lib/RT.pm line 176\n
> > > > > > >
> > > > > > > ..This is connecting to the localhost using the same server-client 5.0.  I can connect to the rt db with
> > > > > > > the same Perl & DBI,
> > > > > > >
> > > > > > > /usr/packages/Perl># perl -MDBI -d -e0                                                                    5:45PM 03/06 tstest
> > > > > > >
> > > > > > > Loading DB routines from perl5db.pl version 1.28
> > > > > > > Editor support available.
> > > > > > >
> > > > > > > Enter h or `h h' for help, or `man perldebug' for more help.
> > > > > > >
> > > > > > > main::(-e:1):   0
> > > > > > >   DB<1> $dbh = DBI->connect('dbi:mysql:dbname=rt;host=localhost', 'rt-user', 'rtpass');
> > > > > > >
> > > > > > >   DB<2> x $dbh->tables;
> > > > > > > 0  '`ACL`'
> > > > > > > 1  '`Attachments`'
> > > > > > > 2  '`Attributes`'
> > > > > > > 3  '`CachedGroupMembers`'
> > > > > > > 4  '`CustomFieldValues`'
> > > > > > > 5  '`CustomFields`'
> > > > > > > 6  '`GroupMembers`'
> > > > > > > 7  '`Groups`'
> > > > > > > 8  '`Links`'
> > > > > > > 9  '`Principals`'
> > > > > > > 10  '`Queues`'
> > > > > > > 11  '`ScripActions`'
> > > > > > > 12  '`ScripConditions`'
> > > > > > > 13  '`Scrips`'
> > > > > > > 14  '`Templates`'
> > > > > > > 15  '`TicketCustomFieldValues`'
> > > > > > > 16  '`Tickets`'
> > > > > > > 17  '`Transactions`'
> > > > > > > 18  '`Users`'
> > > > > > > 19  '`sessions`'
> > > > > > >
> > > > > > >
> > > > > > > ... but it fails in DBIx::SearchBuilder.
> > > > > > >
> > > > > > > =======================================================================
> > > > > > >
> > > > > > >  perl -MDBI -e 'DBI->installed_versions'
> > > > > > >
> > > > > > >   Perl            : 5.008008    (i686-linux)
> > > > > > >   OS              : linux       (2.6.14.6)
> > > > > > >   DBI             : 1.50
> > > > > > >   DBD::mysql      : 3.0002
> > > > > > >   DBD::Sponge     : 11.10
> > > > > > >   DBD::SQLite     : 1.11
> > > > > > >   DBD::Proxy      : 0.2004
> > > > > > >   DBD::Oracle     : 1.16
> > > > > > >   DBD::Multiplex  : 1.98
> > > > > > >   DBD::File       : 0.33
> > > > > > >   DBD::ExampleP   : 11.12
> > > > > > >   DBD::DBM        : 0.03
> > > > > > >
> > > > > > >
> > > > > > > perl -MDBIx::SearchBuilder -e 'print $DBIx::SearchBuilder::VERSION, $/'
> > > > > > >
> > > > > > > 1.39
> > > > > > > =======================================================================
> > > > > > >
> > > > > > >
> > > > > > >
> > > > > > >                                                          Any ideas?
> > > > > > >
> > > > > > >                                                                   STH
> > > > > > >
> > > > > > >
> > > > > > >
> > > > > --
> > > > > Scott T. Hildreth <shildret at scotth.emsphone.com>
> > > > > _______________________________________________
> > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > > > >
> > > > > Community help: http://wiki.bestpractical.com
> > > > > Commercial support: sales at bestpractical.com
> > > > >
> > > > >
> > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > > > > Buy a copy at http://rtbook.bestpractical.com
> > > > >
> > > > >
> > > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
> > > > >
> > > >
> > > >
> > > > --
> > > > Best regards, Ruslan.
> > > >
> > > --
> > > Scott T. Hildreth <shildreth at allantgroup.com>
> > >
> > 
> > 
> > --
> > Best regards, Ruslan.
> > 
-- 
Scott T. Hildreth <shildreth at allantgroup.com>


From ruslan.zakirov at gmail.com  Mon Mar  6 20:33:00 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 7 Mar 2006 04:33:00 +0300
Subject: [rt-users] Ticket Numbering
In-Reply-To: <440B2C01.40601@die-herberts.de>
References: <20060302185858.87314.qmail@web53901.mail.yahoo.com>
	<440B2C01.40601@die-herberts.de>
Message-ID: <589c94400603061733n44c71a0y589444829be10f8a@mail.gmail.com>

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

On 3/5/06, J?rg Herbert <joerg at die-herberts.de> wrote:
> Phanoko schrieb:
> > Is there a way to change the ticket numbering?
> > Currently it goes
> > 1
> > 2
> > 3
> > 4
> > 5
> > ...
> > I would like to add the year into this
> > 06-1
> > 06-2
> > 06-3
> > 06-4
>
> The Database field holding the Ticket-Number is an Integer(11)-Field, so
>     you can't add alphanumeric Chars. There are Posts in the archive to
> change the Ticket-Number in something like 2006001.
>
> Bye,
>
>        J?rg
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.htm
>


--
Best regards, Ruslan.

From shildreth at allantgroup.com  Mon Mar  6 20:36:27 2006
From: shildreth at allantgroup.com (Scott T. Hildreth)
Date: Mon, 06 Mar 2006 19:36:27 -0600
Subject: [rt-users] mysql connect fails in DBIx::SearchBuilder rt-3.6pre0
In-Reply-To: <589c94400603061731x741336afs4aa110dc3073a975@mail.gmail.com>
References: <1141689426.80526.112.camel@scotth.emsphone.com>
	<1141691462.80526.114.camel@scotth.emsphone.com>
	<1141692695.80526.119.camel@scotth.emsphone.com>
	<589c94400603061704m2049a885r5ec68fb7dfc3bcaf@mail.gmail.com>
	<1141693851.80526.120.camel@scotth.emsphone.com>
	<589c94400603061715s7aa2822bv105a7091565d6317@mail.gmail.com>
	<1141694498.80526.123.camel@scotth.emsphone.com>
	<589c94400603061731x741336afs4aa110dc3073a975@mail.gmail.com>
Message-ID: <1141695387.80526.129.camel@scotth.emsphone.com>

On Tue, 2006-03-07 at 04:31 +0300, Ruslan Zakirov wrote:
> May be you've upgraded mysql from 4.0 to 4.1 and didn't follow upgrade
> instructions?

This is a new server, mysql 5.015.  If that were the case, wouldn't the
connect fail from the debugger as well?

> 
> On 3/7/06, Scott T. Hildreth <shildreth at allantgroup.com> wrote:
> > On Tue, 2006-03-07 at 04:15 +0300, Ruslan Zakirov wrote:
> > > Check that mod_perl runs with perl you want, may be you run one perl
> > > interpreter from command line, but mod_perl use another(that's
> > > possible).
> >
> >   I did a force reinstall of mod_perl2, just to make sure that wasn't
> >   happening.  I will double check though.   I am using 5.8.8 and the
> >   vendor Perl is 5.8.3 without DBD::mysql or DBI installed.  It does
> >   show 5.8.8 in the error messages.
> >
> > >
> > > On 3/7/06, Scott T. Hildreth <shildreth at allantgroup.com> wrote:
> > > > On Tue, 2006-03-07 at 04:04 +0300, Ruslan Zakirov wrote:
> > > > > mod_perl?
> > > >
> > > > yes mod_perl 2.02
> > > > >
> > > > > On 3/7/06, Scott T. Hildreth <shildret at scotth.emsphone.com> wrote:
> > > > > > On Mon, 2006-03-06 at 18:31 -0600, Scott T. Hildreth wrote:
> > > > > > > Never mind, the hostname was pointing at the wrong IP address.
> > > > > > >
> > > > > > >                                 Thanks for listening. :-)
> > > > > >
> > > > > >   Well not the case.  I can connect with DBIx::SearchBuilder::Handle,
> > > > > >
> > > > > >   DB<3> use DBIx::SearchBuilder::Handle;
> > > > > >
> > > > > >   DB<4> $handle = DBIx::SearchBuilder::Handle->new();
> > > > > >
> > > > > >   DB<5> $handle->Connect( Driver => 'mysql', Database => 'rt', Host => 'localhost', User => 'rt-user', Password => 'rtpas');
> > > > > >
> > > > > >   DB<6> x $handle
> > > > > > 0  DBIx::SearchBuilder::Handle::mysql=HASH(0x846fb50)
> > > > > >    'DisconnectHandleOnDestroy' => undef
> > > > > >    'StatementLog' => ARRAY(0x855f4fc)
> > > > > >         empty array
> > > > > >    'dsn' => 'dbi:mysql:dbname=rt3;host=localhost'
> > > > > >
> > > > > > ...I only get the error message when running in RT.
> > > > > >
> > > > > >
> > > > > > >
> > > > > > > On Mon, 2006-03-06 at 17:57 -0600, Scott T. Hildreth wrote:
> > > > > > > > I get this in the error logs,
> > > > > > > >
> > > > > > > > ..failed: Client does not support authentication protocol requested by server;
> > > > > > > > consider upgrading MySQL client at /usr/local/perl-5.8.8/lib/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 108
> > > > > > > > [Mon Mar 06 17:17:04 2006] [error] [client 199.67.51.179] Connect Failed Client does not support authentication protocol requested by server;
> > > > > > > > consider upgrading MySQL client\n at /usr/local/rt-3.6pre0/lib/RT.pm line 176\n
> > > > > > > >
> > > > > > > > ..This is connecting to the localhost using the same server-client 5.0.  I can connect to the rt db with
> > > > > > > > the same Perl & DBI,
> > > > > > > >
> > > > > > > > /usr/packages/Perl># perl -MDBI -d -e0                                                                    5:45PM 03/06 tstest
> > > > > > > >
> > > > > > > > Loading DB routines from perl5db.pl version 1.28
> > > > > > > > Editor support available.
> > > > > > > >
> > > > > > > > Enter h or `h h' for help, or `man perldebug' for more help.
> > > > > > > >
> > > > > > > > main::(-e:1):   0
> > > > > > > >   DB<1> $dbh = DBI->connect('dbi:mysql:dbname=rt;host=localhost', 'rt-user', 'rtpass');
> > > > > > > >
> > > > > > > >   DB<2> x $dbh->tables;
> > > > > > > > 0  '`ACL`'
> > > > > > > > 1  '`Attachments`'
> > > > > > > > 2  '`Attributes`'
> > > > > > > > 3  '`CachedGroupMembers`'
> > > > > > > > 4  '`CustomFieldValues`'
> > > > > > > > 5  '`CustomFields`'
> > > > > > > > 6  '`GroupMembers`'
> > > > > > > > 7  '`Groups`'
> > > > > > > > 8  '`Links`'
> > > > > > > > 9  '`Principals`'
> > > > > > > > 10  '`Queues`'
> > > > > > > > 11  '`ScripActions`'
> > > > > > > > 12  '`ScripConditions`'
> > > > > > > > 13  '`Scrips`'
> > > > > > > > 14  '`Templates`'
> > > > > > > > 15  '`TicketCustomFieldValues`'
> > > > > > > > 16  '`Tickets`'
> > > > > > > > 17  '`Transactions`'
> > > > > > > > 18  '`Users`'
> > > > > > > > 19  '`sessions`'
> > > > > > > >
> > > > > > > >
> > > > > > > > ... but it fails in DBIx::SearchBuilder.
> > > > > > > >
> > > > > > > > =======================================================================
> > > > > > > >
> > > > > > > >  perl -MDBI -e 'DBI->installed_versions'
> > > > > > > >
> > > > > > > >   Perl            : 5.008008    (i686-linux)
> > > > > > > >   OS              : linux       (2.6.14.6)
> > > > > > > >   DBI             : 1.50
> > > > > > > >   DBD::mysql      : 3.0002
> > > > > > > >   DBD::Sponge     : 11.10
> > > > > > > >   DBD::SQLite     : 1.11
> > > > > > > >   DBD::Proxy      : 0.2004
> > > > > > > >   DBD::Oracle     : 1.16
> > > > > > > >   DBD::Multiplex  : 1.98
> > > > > > > >   DBD::File       : 0.33
> > > > > > > >   DBD::ExampleP   : 11.12
> > > > > > > >   DBD::DBM        : 0.03
> > > > > > > >
> > > > > > > >
> > > > > > > > perl -MDBIx::SearchBuilder -e 'print $DBIx::SearchBuilder::VERSION, $/'
> > > > > > > >
> > > > > > > > 1.39
> > > > > > > > =======================================================================
> > > > > > > >
> > > > > > > >
> > > > > > > >
> > > > > > > >                                                          Any ideas?
> > > > > > > >
> > > > > > > >                                                                   STH
> > > > > > > >
> > > > > > > >
> > > > > > > >
> > > > > > --
> > > > > > Scott T. Hildreth <shildret at scotth.emsphone.com>
> > > > > > _______________________________________________
> > > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > > > > >
> > > > > > Community help: http://wiki.bestpractical.com
> > > > > > Commercial support: sales at bestpractical.com
> > > > > >
> > > > > >
> > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > > > > > Buy a copy at http://rtbook.bestpractical.com
> > > > > >
> > > > > >
> > > > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
> > > > > >
> > > > >
> > > > >
> > > > > --
> > > > > Best regards, Ruslan.
> > > > >
> > > > --
> > > > Scott T. Hildreth <shildreth at allantgroup.com>
> > > >
> > >
> > >
> > > --
> > > Best regards, Ruslan.
> > >
> > --
> > Scott T. Hildreth <shildreth at allantgroup.com>
> >
> 
> 
> --
> Best regards, Ruslan.
> 
-- 
Scott T. Hildreth <shildreth at allantgroup.com>


From ruslan.zakirov at gmail.com  Mon Mar  6 20:41:01 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 7 Mar 2006 04:41:01 +0300
Subject: [rt-users] mysql connect fails in DBIx::SearchBuilder rt-3.6pre0
In-Reply-To: <1141695387.80526.129.camel@scotth.emsphone.com>
References: <1141689426.80526.112.camel@scotth.emsphone.com>
	<1141691462.80526.114.camel@scotth.emsphone.com>
	<1141692695.80526.119.camel@scotth.emsphone.com>
	<589c94400603061704m2049a885r5ec68fb7dfc3bcaf@mail.gmail.com>
	<1141693851.80526.120.camel@scotth.emsphone.com>
	<589c94400603061715s7aa2822bv105a7091565d6317@mail.gmail.com>
	<1141694498.80526.123.camel@scotth.emsphone.com>
	<589c94400603061731x741336afs4aa110dc3073a975@mail.gmail.com>
	<1141695387.80526.129.camel@scotth.emsphone.com>
Message-ID: <589c94400603061741l3decc7a9mc48fe648206a54d7@mail.gmail.com>

On 3/7/06, Scott T. Hildreth <shildreth at allantgroup.com> wrote:
> On Tue, 2006-03-07 at 04:31 +0300, Ruslan Zakirov wrote:
> > May be you've upgraded mysql from 4.0 to 4.1 and didn't follow upgrade
> > instructions?
>
> This is a new server, mysql 5.015.  If that were the case, wouldn't the
> connect fail from the debugger as well?
heh, you're right.

I think you can use --old-password mysql option to workaround this
problem for now.

>
> >
> > On 3/7/06, Scott T. Hildreth <shildreth at allantgroup.com> wrote:
> > > On Tue, 2006-03-07 at 04:15 +0300, Ruslan Zakirov wrote:
> > > > Check that mod_perl runs with perl you want, may be you run one perl
> > > > interpreter from command line, but mod_perl use another(that's
> > > > possible).
> > >
> > >   I did a force reinstall of mod_perl2, just to make sure that wasn't
> > >   happening.  I will double check though.   I am using 5.8.8 and the
> > >   vendor Perl is 5.8.3 without DBD::mysql or DBI installed.  It does
> > >   show 5.8.8 in the error messages.
> > >
> > > >
> > > > On 3/7/06, Scott T. Hildreth <shildreth at allantgroup.com> wrote:
> > > > > On Tue, 2006-03-07 at 04:04 +0300, Ruslan Zakirov wrote:
> > > > > > mod_perl?
> > > > >
> > > > > yes mod_perl 2.02
> > > > > >
> > > > > > On 3/7/06, Scott T. Hildreth <shildret at scotth.emsphone.com> wrote:
> > > > > > > On Mon, 2006-03-06 at 18:31 -0600, Scott T. Hildreth wrote:
> > > > > > > > Never mind, the hostname was pointing at the wrong IP address.
> > > > > > > >
> > > > > > > >                                 Thanks for listening. :-)
> > > > > > >
> > > > > > >   Well not the case.  I can connect with DBIx::SearchBuilder::Handle,
> > > > > > >
> > > > > > >   DB<3> use DBIx::SearchBuilder::Handle;
> > > > > > >
> > > > > > >   DB<4> $handle = DBIx::SearchBuilder::Handle->new();
> > > > > > >
> > > > > > >   DB<5> $handle->Connect( Driver => 'mysql', Database => 'rt', Host => 'localhost', User => 'rt-user', Password => 'rtpas');
> > > > > > >
> > > > > > >   DB<6> x $handle
> > > > > > > 0  DBIx::SearchBuilder::Handle::mysql=HASH(0x846fb50)
> > > > > > >    'DisconnectHandleOnDestroy' => undef
> > > > > > >    'StatementLog' => ARRAY(0x855f4fc)
> > > > > > >         empty array
> > > > > > >    'dsn' => 'dbi:mysql:dbname=rt3;host=localhost'
> > > > > > >
> > > > > > > ...I only get the error message when running in RT.
> > > > > > >
> > > > > > >
> > > > > > > >
> > > > > > > > On Mon, 2006-03-06 at 17:57 -0600, Scott T. Hildreth wrote:
> > > > > > > > > I get this in the error logs,
> > > > > > > > >
> > > > > > > > > ..failed: Client does not support authentication protocol requested by server;
> > > > > > > > > consider upgrading MySQL client at /usr/local/perl-5.8.8/lib/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 108
> > > > > > > > > [Mon Mar 06 17:17:04 2006] [error] [client 199.67.51.179] Connect Failed Client does not support authentication protocol requested by server;
> > > > > > > > > consider upgrading MySQL client\n at /usr/local/rt-3.6pre0/lib/RT.pm line 176\n
> > > > > > > > >
> > > > > > > > > ..This is connecting to the localhost using the same server-client 5.0.  I can connect to the rt db with
> > > > > > > > > the same Perl & DBI,
> > > > > > > > >
> > > > > > > > > /usr/packages/Perl># perl -MDBI -d -e0                                                                    5:45PM 03/06 tstest
> > > > > > > > >
> > > > > > > > > Loading DB routines from perl5db.pl version 1.28
> > > > > > > > > Editor support available.
> > > > > > > > >
> > > > > > > > > Enter h or `h h' for help, or `man perldebug' for more help.
> > > > > > > > >
> > > > > > > > > main::(-e:1):   0
> > > > > > > > >   DB<1> $dbh = DBI->connect('dbi:mysql:dbname=rt;host=localhost', 'rt-user', 'rtpass');
> > > > > > > > >
> > > > > > > > >   DB<2> x $dbh->tables;
> > > > > > > > > 0  '`ACL`'
> > > > > > > > > 1  '`Attachments`'
> > > > > > > > > 2  '`Attributes`'
> > > > > > > > > 3  '`CachedGroupMembers`'
> > > > > > > > > 4  '`CustomFieldValues`'
> > > > > > > > > 5  '`CustomFields`'
> > > > > > > > > 6  '`GroupMembers`'
> > > > > > > > > 7  '`Groups`'
> > > > > > > > > 8  '`Links`'
> > > > > > > > > 9  '`Principals`'
> > > > > > > > > 10  '`Queues`'
> > > > > > > > > 11  '`ScripActions`'
> > > > > > > > > 12  '`ScripConditions`'
> > > > > > > > > 13  '`Scrips`'
> > > > > > > > > 14  '`Templates`'
> > > > > > > > > 15  '`TicketCustomFieldValues`'
> > > > > > > > > 16  '`Tickets`'
> > > > > > > > > 17  '`Transactions`'
> > > > > > > > > 18  '`Users`'
> > > > > > > > > 19  '`sessions`'
> > > > > > > > >
> > > > > > > > >
> > > > > > > > > ... but it fails in DBIx::SearchBuilder.
> > > > > > > > >
> > > > > > > > > =======================================================================
> > > > > > > > >
> > > > > > > > >  perl -MDBI -e 'DBI->installed_versions'
> > > > > > > > >
> > > > > > > > >   Perl            : 5.008008    (i686-linux)
> > > > > > > > >   OS              : linux       (2.6.14.6)
> > > > > > > > >   DBI             : 1.50
> > > > > > > > >   DBD::mysql      : 3.0002
> > > > > > > > >   DBD::Sponge     : 11.10
> > > > > > > > >   DBD::SQLite     : 1.11
> > > > > > > > >   DBD::Proxy      : 0.2004
> > > > > > > > >   DBD::Oracle     : 1.16
> > > > > > > > >   DBD::Multiplex  : 1.98
> > > > > > > > >   DBD::File       : 0.33
> > > > > > > > >   DBD::ExampleP   : 11.12
> > > > > > > > >   DBD::DBM        : 0.03
> > > > > > > > >
> > > > > > > > >
> > > > > > > > > perl -MDBIx::SearchBuilder -e 'print $DBIx::SearchBuilder::VERSION, $/'
> > > > > > > > >
> > > > > > > > > 1.39
> > > > > > > > > =======================================================================
> > > > > > > > >
> > > > > > > > >
> > > > > > > > >
> > > > > > > > >                                                          Any ideas?
> > > > > > > > >
> > > > > > > > >                                                                   STH
> > > > > > > > >
> > > > > > > > >
> > > > > > > > >
> > > > > > > --
> > > > > > > Scott T. Hildreth <shildret at scotth.emsphone.com>
> > > > > > > _______________________________________________
> > > > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > > > > > >
> > > > > > > Community help: http://wiki.bestpractical.com
> > > > > > > Commercial support: sales at bestpractical.com
> > > > > > >
> > > > > > >
> > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > > > > > > Buy a copy at http://rtbook.bestpractical.com
> > > > > > >
> > > > > > >
> > > > > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
> > > > > > >
> > > > > >
> > > > > >
> > > > > > --
> > > > > > Best regards, Ruslan.
> > > > > >
> > > > > --
> > > > > Scott T. Hildreth <shildreth at allantgroup.com>
> > > > >
> > > >
> > > >
> > > > --
> > > > Best regards, Ruslan.
> > > >
> > > --
> > > Scott T. Hildreth <shildreth at allantgroup.com>
> > >
> >
> >
> > --
> > Best regards, Ruslan.
> >
> --
> Scott T. Hildreth <shildreth at allantgroup.com>
>


--
Best regards, Ruslan.

From shildret at scotth.emsphone.com  Mon Mar  6 20:41:08 2006
From: shildret at scotth.emsphone.com (Scott T. Hildreth)
Date: Mon, 06 Mar 2006 19:41:08 -0600
Subject: [rt-users] mysql connect fails in DBIx::SearchBuilder rt-3.6pre0
In-Reply-To: <1141695387.80526.129.camel@scotth.emsphone.com>
References: <1141689426.80526.112.camel@scotth.emsphone.com>
	<1141691462.80526.114.camel@scotth.emsphone.com>
	<1141692695.80526.119.camel@scotth.emsphone.com>
	<589c94400603061704m2049a885r5ec68fb7dfc3bcaf@mail.gmail.com>
	<1141693851.80526.120.camel@scotth.emsphone.com>
	<589c94400603061715s7aa2822bv105a7091565d6317@mail.gmail.com>
	<1141694498.80526.123.camel@scotth.emsphone.com>
	<589c94400603061731x741336afs4aa110dc3073a975@mail.gmail.com>
	<1141695387.80526.129.camel@scotth.emsphone.com>
Message-ID: <1141695668.80526.132.camel@scotth.emsphone.com>

On Mon, 2006-03-06 at 19:36 -0600, Scott T. Hildreth wrote:
> On Tue, 2006-03-07 at 04:31 +0300, Ruslan Zakirov wrote:
> > May be you've upgraded mysql from 4.0 to 4.1 and didn't follow upgrade
> > instructions?
> 
> This is a new server, mysql 5.015.  If that were the case, wouldn't the
> connect fail from the debugger as well?
> 

  This database is in "Active-Active" mode, these are 2 servers used if 
  fail-over.  Do you think that Apache::DBI is the problem here?  Maybe
  I should be using or trying FastCGI.  I would like to debug this, I 
  just not sure on how to do this.

> > 
> > On 3/7/06, Scott T. Hildreth <shildreth at allantgroup.com> wrote:
> > > On Tue, 2006-03-07 at 04:15 +0300, Ruslan Zakirov wrote:
> > > > Check that mod_perl runs with perl you want, may be you run one perl
> > > > interpreter from command line, but mod_perl use another(that's
> > > > possible).
> > >
> > >   I did a force reinstall of mod_perl2, just to make sure that wasn't
> > >   happening.  I will double check though.   I am using 5.8.8 and the
> > >   vendor Perl is 5.8.3 without DBD::mysql or DBI installed.  It does
> > >   show 5.8.8 in the error messages.
> > >
> > > >
> > > > On 3/7/06, Scott T. Hildreth <shildreth at allantgroup.com> wrote:
> > > > > On Tue, 2006-03-07 at 04:04 +0300, Ruslan Zakirov wrote:
> > > > > > mod_perl?
> > > > >
> > > > > yes mod_perl 2.02
> > > > > >
> > > > > > On 3/7/06, Scott T. Hildreth <shildret at scotth.emsphone.com> wrote:
> > > > > > > On Mon, 2006-03-06 at 18:31 -0600, Scott T. Hildreth wrote:
> > > > > > > > Never mind, the hostname was pointing at the wrong IP address.
> > > > > > > >
> > > > > > > >                                 Thanks for listening. :-)
> > > > > > >
> > > > > > >   Well not the case.  I can connect with DBIx::SearchBuilder::Handle,
> > > > > > >
> > > > > > >   DB<3> use DBIx::SearchBuilder::Handle;
> > > > > > >
> > > > > > >   DB<4> $handle = DBIx::SearchBuilder::Handle->new();
> > > > > > >
> > > > > > >   DB<5> $handle->Connect( Driver => 'mysql', Database => 'rt', Host => 'localhost', User => 'rt-user', Password => 'rtpas');
> > > > > > >
> > > > > > >   DB<6> x $handle
> > > > > > > 0  DBIx::SearchBuilder::Handle::mysql=HASH(0x846fb50)
> > > > > > >    'DisconnectHandleOnDestroy' => undef
> > > > > > >    'StatementLog' => ARRAY(0x855f4fc)
> > > > > > >         empty array
> > > > > > >    'dsn' => 'dbi:mysql:dbname=rt3;host=localhost'
> > > > > > >
> > > > > > > ...I only get the error message when running in RT.
> > > > > > >
> > > > > > >
> > > > > > > >
> > > > > > > > On Mon, 2006-03-06 at 17:57 -0600, Scott T. Hildreth wrote:
> > > > > > > > > I get this in the error logs,
> > > > > > > > >
> > > > > > > > > ..failed: Client does not support authentication protocol requested by server;
> > > > > > > > > consider upgrading MySQL client at /usr/local/perl-5.8.8/lib/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 108
> > > > > > > > > [Mon Mar 06 17:17:04 2006] [error] [client 199.67.51.179] Connect Failed Client does not support authentication protocol requested by server;
> > > > > > > > > consider upgrading MySQL client\n at /usr/local/rt-3.6pre0/lib/RT.pm line 176\n
> > > > > > > > >
> > > > > > > > > ..This is connecting to the localhost using the same server-client 5.0.  I can connect to the rt db with
> > > > > > > > > the same Perl & DBI,
> > > > > > > > >
> > > > > > > > > /usr/packages/Perl># perl -MDBI -d -e0                                                                    5:45PM 03/06 tstest
> > > > > > > > >
> > > > > > > > > Loading DB routines from perl5db.pl version 1.28
> > > > > > > > > Editor support available.
> > > > > > > > >
> > > > > > > > > Enter h or `h h' for help, or `man perldebug' for more help.
> > > > > > > > >
> > > > > > > > > main::(-e:1):   0
> > > > > > > > >   DB<1> $dbh = DBI->connect('dbi:mysql:dbname=rt;host=localhost', 'rt-user', 'rtpass');
> > > > > > > > >
> > > > > > > > >   DB<2> x $dbh->tables;
> > > > > > > > > 0  '`ACL`'
> > > > > > > > > 1  '`Attachments`'
> > > > > > > > > 2  '`Attributes`'
> > > > > > > > > 3  '`CachedGroupMembers`'
> > > > > > > > > 4  '`CustomFieldValues`'
> > > > > > > > > 5  '`CustomFields`'
> > > > > > > > > 6  '`GroupMembers`'
> > > > > > > > > 7  '`Groups`'
> > > > > > > > > 8  '`Links`'
> > > > > > > > > 9  '`Principals`'
> > > > > > > > > 10  '`Queues`'
> > > > > > > > > 11  '`ScripActions`'
> > > > > > > > > 12  '`ScripConditions`'
> > > > > > > > > 13  '`Scrips`'
> > > > > > > > > 14  '`Templates`'
> > > > > > > > > 15  '`TicketCustomFieldValues`'
> > > > > > > > > 16  '`Tickets`'
> > > > > > > > > 17  '`Transactions`'
> > > > > > > > > 18  '`Users`'
> > > > > > > > > 19  '`sessions`'
> > > > > > > > >
> > > > > > > > >
> > > > > > > > > ... but it fails in DBIx::SearchBuilder.
> > > > > > > > >
> > > > > > > > > =======================================================================
> > > > > > > > >
> > > > > > > > >  perl -MDBI -e 'DBI->installed_versions'
> > > > > > > > >
> > > > > > > > >   Perl            : 5.008008    (i686-linux)
> > > > > > > > >   OS              : linux       (2.6.14.6)
> > > > > > > > >   DBI             : 1.50
> > > > > > > > >   DBD::mysql      : 3.0002
> > > > > > > > >   DBD::Sponge     : 11.10
> > > > > > > > >   DBD::SQLite     : 1.11
> > > > > > > > >   DBD::Proxy      : 0.2004
> > > > > > > > >   DBD::Oracle     : 1.16
> > > > > > > > >   DBD::Multiplex  : 1.98
> > > > > > > > >   DBD::File       : 0.33
> > > > > > > > >   DBD::ExampleP   : 11.12
> > > > > > > > >   DBD::DBM        : 0.03
> > > > > > > > >
> > > > > > > > >
> > > > > > > > > perl -MDBIx::SearchBuilder -e 'print $DBIx::SearchBuilder::VERSION, $/'
> > > > > > > > >
> > > > > > > > > 1.39
> > > > > > > > > =======================================================================
> > > > > > > > >
> > > > > > > > >
> > > > > > > > >
> > > > > > > > >                                                          Any ideas?
> > > > > > > > >
> > > > > > > > >                                                                   STH
> > > > > > > > >
> > > > > > > > >
> > > > > > > > >
> > > > > > > --
> > > > > > > Scott T. Hildreth <shildret at scotth.emsphone.com>
> > > > > > > _______________________________________________
> > > > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > > > > > >
> > > > > > > Community help: http://wiki.bestpractical.com
> > > > > > > Commercial support: sales at bestpractical.com
> > > > > > >
> > > > > > >
> > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > > > > > > Buy a copy at http://rtbook.bestpractical.com
> > > > > > >
> > > > > > >
> > > > > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
> > > > > > >
> > > > > >
> > > > > >
> > > > > > --
> > > > > > Best regards, Ruslan.
> > > > > >
> > > > > --
> > > > > Scott T. Hildreth <shildreth at allantgroup.com>
> > > > >
> > > >
> > > >
> > > > --
> > > > Best regards, Ruslan.
> > > >
> > > --
> > > Scott T. Hildreth <shildreth at allantgroup.com>
> > >
> > 
> > 
> > --
> > Best regards, Ruslan.
> > 
-- 
Scott T. Hildreth <shildret at scotth.emsphone.com>


From wouter.prins at null0.nl  Tue Mar  7 01:37:20 2006
From: wouter.prins at null0.nl (Wouter Prins)
Date: Tue, 7 Mar 2006 07:37:20 +0100
Subject: [rt-users] RT 3.4.5 in FreeBSD
In-Reply-To: <A4AB5FD3-27A2-43AD-ADFD-5BC2EC370D8C@khera.org>
References: <20060304123226.GB80417@null0.nl>
	<A4AB5FD3-27A2-43AD-ADFD-5BC2EC370D8C@khera.org>
Message-ID: <20060307063720.GA56572@null0.nl>

On Mon, Mar 06, 2006 at 03:35:56PM -0500, Vivek Khera wrote:
> 
> On Mar 4, 2006, at 7:32 AM, Wouter Prins wrote:
> 
> >The maintainer of the RT port in freebsd seems to be gone, on  
> >holiday or whatever. At least he's not responding to email at all.
> >Has anyone made a own port for this?
> 
> I've almost found some time to update the port.  I *suspect* all that  
> needs to be done is bump the version number and recompute the tarball  
> checksums.  I don't believe any files were added/deleted, but I need  
> to set up a test server to verify this before I break my production  
> box :-)

I was thinking of doing it the same way :)
Let me know if you get it done! :)

Kind regards,

Wouter

> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 
> 
> We're hiring! Come hack Perl for Best Practical: 
> http://bestpractical.com/about/jobs.html

-- 

What sane person could live in this world and not be crazy?
		-- Ursula K. LeGuin


From ali.bouirmane at marocconnect.com  Tue Mar  7 03:58:49 2006
From: ali.bouirmane at marocconnect.com (Mohamed Ali Bouirmane)
Date: Tue, 7 Mar 2006 08:58:49 -0000
Subject: [rt-users] change priority
In-Reply-To: <440C4D8D.5060201@nexos.com.br>
Message-ID: <200603070858.k278wuc06158@marocconnect.com>

thank's a lot .

-----Message d'origine-----
De?: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] De la part de Humberto
Junior
Envoy??: lundi 6 mars 2006 14:56
??: rt-users at lists.bestpractical.com
Objet?: Re: [rt-users] change priority

I took the file

                                                
rt3/share/html/Elements/MyTickets

and put a copy in

                                                
rt3/local/html/Elements/MyTickets

then I changed the 2 lines of Order to

                                                            Order => 'ASC',

Solved for you?

Mohamed Ali Bouirmane wrote:

> hi,
>
>  
>
> Can I change priority in the RT, for example:
>
>  
>
> ?Priority *1* has a greatter importance than priority *10*
>
>  
>
> Best Regards
>
>  
>
> Ali ?
>
>------------------------------------------------------------------------
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>Buy a copy at http://rtbook.bestpractical.com
>
>
>We're hiring! Come hack Perl for Best Practical:
http://bestpractical.com/about/jobs.html
>






From JoopvandeWege at mococo.nl  Tue Mar  7 06:41:39 2006
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Tue, 07 Mar 2006 12:41:39 +0100
Subject: [rt-users] RT and Oracle
In-Reply-To: <20060303212413.4E6A74D8418@diesel.bestpractical.com>
References: <20060303212413.4E6A74D8418@diesel.bestpractical.com>
Message-ID: <20060307121827.67B0.JOOPVANDEWEGE@mococo.nl>


On Fri,  3 Mar 2006 16:24:13 -0500 (EST)
 
>  Trying to setup RT with an oracle instance. Read the notes on Oracle
> Setup and did as they recommended regarding manual install of schema and
> comment out the line. When trying to run the rt-setup-database, I get: 
> Now creating a database for RT.
> ..skipped as rt is not rt or we're working with Oracle.
> Now populating database schema.
> Now inserting database ACLs
> Now inserting RT core system objects
> [Fri Mar  3 20:07:25 2006] [crit]: Connect Failed Can't connect using
> this synta
> x without specifying a HOST and a SID
>  at rt-setup line 393
>  (/opt/rt3/lib/RT.pm:295)
> 
> What am I missing? Something in the config? 

Don't mess with the supplied scripts.

This is how I setup RT-3.4.2 using Oracle (XE) on Ubuntu:
root at ubuntu: export
ORACLE_HOME=/usr/lib/oracle/xe/app/oracle/product/10.2.0/server
root at ubuntu: export ORACLE_SID=XE
root at ubuntu: export
LD_LIBRARY_PATH=/usr/lib/oracle/xe/app/oracle/product/10.2.0/server/lib
root at ubuntu: export
PATH=$PATH:/usr/lib/oracle/xe/app/oracle/product/10.2.0/server/bin

root at ubuntu: sqlplus system/manager at XE
SQL> create user rt_user identified by 'your_password'
             default tablespace your_preferred_tablespace_mostly_USERS
             temporary tablespace TEMP;
           grant connect,resource,dba to rt_user;
           exit

root at ubuntu: rt-setup-database-3.4 --action init --dba rtuser
--prompt-for-dba-password
In order to create or update your RT database,this script needs to connect to your Oracle instance on localhost as rtuser.
Please specify that user's database password below. If the user has no database
password, just press return.

Password:
Now creating a database for RT.
...skipped as rtuser is not rtuser or we're working with Oracle.
Now populating database schema.
Creating database schema.
Done setting up database schema.
Now inserting database ACLs
Now inserting RT core system objects
Checking for existing system user...not found.  This appears to be a new installation.
Creating system user...done.
Now inserting RT data
Creating Superuser  ACL...done.
Creating groups...3.4.5.6.7.8.9.done.
Creating users...10.12.done.
Creating queues...1.2.done.
Creating ACL...2.3.done.
Creating ScripActions...1.2.3.4.5.6.7.8.9.10.11.12.13.14.15.16.17.done.
Creating ScripConditions...1.2.3.4.5.6.7.8.9.10.done.
Creating templates...1.2.3.4.5.6.7.8.9.10.11.12.done.
Creating scrips...1.2.3.4.5.6.7.8.9.10.11.12.13.14.done.
Done setting up database content.
root at ubuntu:/#

If you want you can revoke the DBA right from rt_user
sqlplus system/manager at XE
SQL> revoke dba from rt_user;
          exit

Joop

-- 
Joop van de Wege <JoopvandeWege at mococo.nl>



From jfenner at vitamix.com  Tue Mar  7 09:08:05 2006
From: jfenner at vitamix.com (Jason Fenner)
Date: Tue, 07 Mar 2006 09:08:05 -0500
Subject: [rt-users] What right is needed to view user profile?
Message-ID: <440D93C5.5040808@vitamix.com>

Hi everyone.

I have been trying to figure out what right(s) I need to grant to a 
priviledeged user group in RT to get them to be able to view the user 
profiles of RT users.  In particular, when one of my RT staff people are 
working a ticket and they click on the link "more about user..." on the 
right hand side of a ticket, it should take them to the modify user 
screen.  Instead it just displays the footer of the screen.  I am 
assuming this is because I haven't granted the needed right(s) to their 
group. 

Anyone have any idea which right(s) that might be?

Thanks in advance!



From dmbeethe at fedex.com  Tue Mar  7 09:21:20 2006
From: dmbeethe at fedex.com (Don Beethe)
Date: Tue, 7 Mar 2006 08:21:20 -0600
Subject: [rt-users] RT and oracle
Message-ID: <CBFD49490FF183498C0C74C2317C7FE5031B78C3@MEMEXCH06V.corp.ds.fedex.com>

 Trying to get RT with oracle database running. I've got Apache 2.0.54,
mod_perl 2.0.2, perl 5.8.5 and oracle 9.2.0. I try to start apache and
get: 
Can't locate object method "server" via package "Apache" at
/opt/rt3/lib/RT/Interface/Web/Handler.pm line 121

Is there some module I'm missing? 
Tried adding PerlModule Apache2::compat to my httpd.conf to no avail. 



From vivek at khera.org  Tue Mar  7 11:14:17 2006
From: vivek at khera.org (Vivek Khera)
Date: Tue, 7 Mar 2006 11:14:17 -0500
Subject: [rt-users] RT 3.4.5 in FreeBSD
In-Reply-To: <A4AB5FD3-27A2-43AD-ADFD-5BC2EC370D8C@khera.org>
References: <20060304123226.GB80417@null0.nl>
	<A4AB5FD3-27A2-43AD-ADFD-5BC2EC370D8C@khera.org>
Message-ID: <DCFE374A-4A2C-4C41-81A4-706CCF60EC6E@khera.org>


On Mar 6, 2006, at 3:35 PM, Vivek Khera wrote:

> I've almost found some time to update the port.  I *suspect* all  
> that needs to be done is bump the version number and recompute the  
> tarball checksums.  I don't believe any files were added/deleted,  
> but I need to set up a test server to verify this before I break my  
> production box :-)
>

Ok, I found the time :-)

http://www.freebsd.org/cgi/query-pr.cgi?pr=94174

It is now awaiting for autrijus to respond which apparently seems  
unlikely given lack of response for the last couple of weeks.



From vance.vagell at audiumcorp.com  Tue Mar  7 11:19:53 2006
From: vance.vagell at audiumcorp.com (Vance Vagell)
Date: Tue, 07 Mar 2006 11:19:53 -0500
Subject: [rt-users] Are custom fields only for site admins?
Message-ID: <1141748393.5009.159.camel@rhodium.audiumcorp.com>

Hello,

While I have been able to create custom which our administrators can use
to set information about a ticket, end-users do not see these fields
when they create new tickets.  For example, I would like end-users to
set their operating system and Java version when they create a ticket.

When I say "end-user" I am talking about users of the "Let this user
access RT" level (from the user admin panel).

Are there some permissions I need to change, perhaps on the Everyone
group?

Thank you for your help,
Vance
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From maillist at sitepier.com  Tue Mar  7 13:08:08 2006
From: maillist at sitepier.com (Jason B.)
Date: Tue, 7 Mar 2006 12:08:08 -0600
Subject: [rt-users] RT Customizations inquiry
Message-ID: <0E4FC913-D09D-44D5-A7F2-FA5546FCD580@sitepier.com>

Hello Everyone,

I am looking to do a few modification to our RT and I just want to  
ensure that I am on the right track  I think all I need to do is add  
a custom scrip in RT and maybe some code modification.  So if anyone  
can give me any insight it will be greatly appreciated.

I need the following:

1.  When taking ownership of a ticket it sends an e-mail to the owner.
2.  When updating the ticket and trying to put the ticket into a new  
queue its still assigned to the person who still has ownership.  I  
want it as soon as it is dropped into the new queue its unassigned
3.  If a ticket is assigned to someone and it is closed, then the  
customer responses.  I would to have the ticket to be unassigned  
after 15 or so minutes.

If anyone has any suggestions on how to do these it will be greatly  
appreciated.

Thanks,
Jason B.


From dshannon at techfluent.com  Tue Mar  7 14:04:57 2006
From: dshannon at techfluent.com (Duncan Shannon)
Date: Tue, 7 Mar 2006 13:04:57 -0600
Subject: [rt-users] RT Customizations inquiry
Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB4516EA42@TF-FS2.internal.techfluent.com>


> 
> 1.  When taking ownership of a ticket it sends an e-mail to the owner.


Custom Scrip -> Notify Requestor on Owner Change
On Owner Change Notify Requestors with template <template> Assigned

> 2.  When updating the ticket and trying to put the ticket into a new
> queue its still assigned to the person who still has ownership.  I
> want it as soon as it is dropped into the new queue its unassigned


Ah, interesting. Not sure, would imagine a scrip would do it.

> 3.  If a ticket is assigned to someone and it is closed, then the
> customer responses.  I would to have the ticket to be unassigned
> after 15 or so minutes.
> 


Not sure about this one either off the cuff... deff. Read the wiki and
search the archives.

Good luck.

duncan


From boeheim at slac.stanford.edu  Tue Mar  7 14:49:11 2006
From: boeheim at slac.stanford.edu (Chuck Boeheim)
Date: Tue, 7 Mar 2006 11:49:11 -0800
Subject: [rt-users] RT Customizations inquiry
Message-ID: <49AE2F14-E7DE-4975-9B09-08D3FF26F27B@slac.stanford.edu>


> 2.  When updating the ticket and trying to put the ticket into a new
> queue its still assigned to the person who still has ownership.  I
> want it as soon as it is dropped into the new queue its unassigned

We use the following scrip:

On queue change
Custom Action:
   Prepare:
      return 1;
   Cleanup:
      $self->TicketObj->_Set(Field => 'Owner', Value => $RT::Nobody- 
 >UserObj->Id, RecordTransaction => 1);
      $self->TicketObj->_Set(Field => 'Status', Value => 'new',  
RecordTransaction => 1);
      return 1;

The second line, changing the status, you may or may not want.
Regards,
-Chuck Boeheim
Stanford Linear Accelerator Center


From joe.harbison at csiweb.com  Tue Mar  7 15:30:59 2006
From: joe.harbison at csiweb.com (Joe Harbison)
Date: Tue, 7 Mar 2006 14:30:59 -0600
Subject: [rt-users] Child Creation
Message-ID: <007701c64226$0bc491a0$8a0b00c8@csi.corp>

Does anyone know if it is possible to have a ticket generated with dependent
tickets placed in specific queues.

 

Ex.  Ticket is generated via a website which will send the email to RT

            Lets say this request requires a quote for equipment, and a
quote for data lines.

 

The ticket would have number ex:  11141 but there would be 2 children
tickets that are placed in the (ticket 11141_1) EquipmentQuote Queue and
(ticket 11141_2) DataLineQuote Queue respectively.  It would be great if the
child tickets were a sub number of the Parent.

 

If anyone has any suggestions I would love to hear from you.

 

 

Thanks,

 

Joe

 

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From jmlambert at axalto.com  Tue Mar  7 15:41:07 2006
From: jmlambert at axalto.com (Jean Marc Lambert)
Date: Tue, 07 Mar 2006 21:41:07 +0100
Subject: [rt-users] RT Database Integrity checks
Message-ID: <7.0.1.0.2.20060307213834.04628e78@axalto.com>


1/ I have some strange behavior in the custom fields visibility for 
different users that have similar rights.

I would like to check the database integrity, and especially the 
rights management.
Is there any script that can scan the database to find issues or 
integraty errors ?
THanks


Jean Marc Lambert 
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From jmlambert at axalto.com  Tue Mar  7 15:42:20 2006
From: jmlambert at axalto.com (Jean Marc Lambert)
Date: Tue, 07 Mar 2006 21:42:20 +0100
Subject: [rt-users] RTF attachment issue
Message-ID: <7.0.1.0.2.20060307214109.042a1c10@axalto.com>


2/ I also have got an issue of .RTF attachment that is displayed as a 
text file in the ticket.. rather than beeing just presented as a link.

Do you have an idea of the solution to that problem ?
Jean Marc



From todd at chaka.net  Tue Mar  7 16:17:51 2006
From: todd at chaka.net (Todd Chapman)
Date: Tue, 7 Mar 2006 16:17:51 -0500
Subject: [rt-users] RT Database Integrity checks
In-Reply-To: <7.0.1.0.2.20060307213834.04628e78@axalto.com>
References: <7.0.1.0.2.20060307213834.04628e78@axalto.com>
Message-ID: <20060307211751.GN9283@chaka.net>

On Tue, Mar 07, 2006 at 09:41:07PM +0100, Jean Marc Lambert wrote:
> 
> 1/ I have some strange behavior in the custom fields visibility for 
> different users that have similar rights.
> 
> I would like to check the database integrity, and especially the 
> rights management.
> Is there any script that can scan the database to find issues or 
> integraty errors ?
> THanks

Somewhat related to your question, the RT extenstion
RTx::RightsMatrix on CPAN can help you visualize rights.

-Todd


From james.faulkner at yale.edu  Tue Mar  7 16:31:30 2006
From: james.faulkner at yale.edu (Jim Faulkner)
Date: Tue, 7 Mar 2006 16:31:30 -0500 (EST)
Subject: [rt-users] RT Database Integrity checks
In-Reply-To: <7.0.1.0.2.20060307213834.04628e78@axalto.com>
References: <7.0.1.0.2.20060307213834.04628e78@axalto.com>
Message-ID: <Pine.LNX.4.61.0603071630240.9002@netra.cs.yale.edu>


RTx-validator:
http://search.cpan.org/~ruz/RTx-Shredder-0.03_01/sbin/rtx-validator

which is part of the RTx-Shredder package.


On Tue, 7 Mar 2006, Jean Marc Lambert wrote:

> 
> 1/ I have some strange behavior in the custom fields visibility for different
> users that have similar rights.
> 
> I would like to check the database integrity, and especially the rights
> management.
> Is there any script that can scan the database to find issues or integraty
> errors ?
> THanks
> 
> 
> Jean Marc Lambert 
> 


From ruslan.zakirov at gmail.com  Tue Mar  7 17:21:23 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 8 Mar 2006 01:21:23 +0300
Subject: [rt-users] RT Database Integrity checks
In-Reply-To: <Pine.LNX.4.61.0603071630240.9002@netra.cs.yale.edu>
References: <7.0.1.0.2.20060307213834.04628e78@axalto.com>
	<Pine.LNX.4.61.0603071630240.9002@netra.cs.yale.edu>
Message-ID: <589c94400603071421n3b0a71d9qf59c608c1793a446@mail.gmail.com>

On 3/8/06, Jim Faulkner <james.faulkner at yale.edu> wrote:
>
> RTx-validator:
> http://search.cpan.org/~ruz/RTx-Shredder-0.03_01/sbin/rtx-validator
This script doesn't work and is not supported in last releases (see
CHANGES). There is no much interest in functionality of this script in
rt-users community. I could apply patches, but don't plan to hack on
this script much because really there is allready too big TODO list
for shreadder.

>
> which is part of the RTx-Shredder package.
>
>
> On Tue, 7 Mar 2006, Jean Marc Lambert wrote:
>
> >
> > 1/ I have some strange behavior in the custom fields visibility for different
> > users that have similar rights.
> >
> > I would like to check the database integrity, and especially the rights
> > management.
> > Is there any script that can scan the database to find issues or integraty
> > errors ?
> > THanks
> >
> >
> > Jean Marc Lambert
> >
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly 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 age at trackwell.com  Tue Mar  7 17:23:55 2006
From: age at trackwell.com (Arnar Gestsson)
Date: Tue, 07 Mar 2006 23:23:55 +0100
Subject: [rt-users] Permissions on a queue
Message-ID: <1141770235.23437.18.camel@localhost.localdomain>

Hi guys,

I've a unprivileged user which I've given permission to issue ticket to
a queue. This user only sees tickets that he/she has issued, but I would
like to give him/her permission to see other tickets in this particular
queue. How would I do that?

BR. Arnar


-- 
Arnar Gestsson <age at trackwell.com>


From lvanderf at internode.com.au  Tue Mar  7 17:58:45 2006
From: lvanderf at internode.com.au (Luke Vanderfluit)
Date: Wed, 08 Mar 2006 09:28:45 +1030
Subject: [rt-users] Permissions on a queue
In-Reply-To: <1141770235.23437.18.camel@localhost.localdomain>
References: <1141770235.23437.18.camel@localhost.localdomain>
Message-ID: <440E1025.5020902@internode.com.au>

Hi Arnar.

Arnar Gestsson wrote:

>Hi guys,
>
>I've a unprivileged user which I've given permission to issue ticket to
>a queue. This user only sees tickets that he/she has issued, but I would
>like to give him/her permission to see other tickets in this particular
>queue. How would I do that?
>  
>
You'd have to give the Everyone group, 'SeeQueue' and maybe more rights.
The problem with that is that you are giving everyone rights.
Alternatively you could revoke rights to the privileged group on a group 
level, then either create a new group and grant that group rights or 
grant rights on an individual basis.

HTH.

Kind regards.
Luke.

>BR. Arnar
>
>
>  
>
   

-- 
Luke



From lvanderf at internode.com.au  Tue Mar  7 22:55:11 2006
From: lvanderf at internode.com.au (Luke Vanderfluit)
Date: Wed, 08 Mar 2006 14:25:11 +1030
Subject: [rt-users] Web.pm
Message-ID: <440E559F.9070404@internode.com.au>

Hi.

I've made some changes to Web.pm
When I upgraded RT (both from 3.0.11 to 3.4.4 and from 3.4.4 to 3.4.5) 
through the normal process, I would have thought that a fresh 
(unmodified) copy of Web.pm was placed in /path/to/rt3/lib/RT/Interface
However, I found that the modified Web.pm file survived the upgrade 
without needing to be modified.

Is that correct?

Thanks.
Kind regards.

-- 
Luke



From lvanderf at internode.com.au  Tue Mar  7 22:56:40 2006
From: lvanderf at internode.com.au (Luke Vanderfluit)
Date: Wed, 08 Mar 2006 14:26:40 +1030
Subject: [rt-users] Web.pm 2 and Overloading
Message-ID: <440E55F8.5090708@internode.com.au>

Hi.

Another query about Web.pm
There's been some talk about overloading Web.pm with Web_Local.pm
Is there any documentation on this?
What's the lodown?

Thanks.
Kind regards.

-- 
Luke



From todd at chaka.net  Tue Mar  7 23:20:55 2006
From: todd at chaka.net (Todd Chapman)
Date: Tue, 7 Mar 2006 23:20:55 -0500
Subject: [rt-users] Web.pm 2 and Overloading
In-Reply-To: <440E55F8.5090708@internode.com.au>
References: <440E55F8.5090708@internode.com.au>
Message-ID: <20060308042055.GO9283@chaka.net>

On Wed, Mar 08, 2006 at 02:26:40PM +1030, Luke Vanderfluit wrote:
> Hi.
> 
> Another query about Web.pm
> There's been some talk about overloading Web.pm with Web_Local.pm
> Is there any documentation on this?
> What's the lodown?
> 

Such information can be found on the wiki.


From john.habermann at wilderness.org.au  Wed Mar  8 01:41:18 2006
From: john.habermann at wilderness.org.au (john habermann)
Date: Wed, 8 Mar 2006 17:41:18 +1100
Subject: [rt-users] Are custom fields only for site admins?
In-Reply-To: <1141748393.5009.159.camel@rhodium.audiumcorp.com>
References: <1141748393.5009.159.camel@rhodium.audiumcorp.com>
Message-ID: <a03253580603072241p1aaf02f5s9f3180578a8b51d0@mail.gmail.com>

Hi Vance

On 3/8/06, Vance Vagell <vance.vagell at audiumcorp.com> wrote:
>  Hello,
>
>  While I have been able to create custom which our administrators can use to
> set information about a ticket, end-users do not see these fields when they
> create new tickets.  For example, I would like end-users to set their
> operating system and Java version when they create a ticket.
>
>  When I say "end-user" I am talking about users of the "Let this user access
> RT" level (from the user admin panel).
>
>  Are there some permissions I need to change, perhaps on the Everyone group?
>

I think you might have to give that group access rights to see custom
fields. If  you click on the custom field that  you created you should
see an a Group Rights and User Rights under Applied to in the left
hand nav for the field. You could also edit the Global Group rights
and set the permissions for the Privileged group there, if you would
like the priviliged group to be able to able to access custom fields.
Just click on Global -> Group Rights and enable the permissions you
want.

cheers
John

>  Thank you for your help,
>  Vance
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical:
> http://bestpractical.com/about/jobs.html
>
>


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


From hwagener at hamburg.fcb.com  Wed Mar  8 03:47:23 2006
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Wed, 8 Mar 2006 09:47:23 +0100
Subject: [rt-users] Re: [Rt-devel] RT Speed
In-Reply-To: <C06E76CC6B96F249ADF23D1CE356884B1BAACE@dsp3.darksideproductions.net>
References: <C06E76CC6B96F249ADF23D1CE356884B1BAACE@dsp3.darksideproductions.net>
Message-ID: <030F3962-4FA9-4BD2-A2CA-6519B8496146@hamburg.fcb.com>


Am 07.03.2006 um 20:48 schrieb Michael.ki:

> [...]
> Has anyone on the list stayed with mysql from 2->3 and noticed a speed
> improvement?
>
> Thanks!

We stayed on MySQL cutting over from rt2 to rt3 (4 privileged users,  
about 200 unprivileged). With rt3.4, the speed with ~13.000 Tickets  
(I know, a small number!) is OK - I never felt the need to profile. A  
'normal' ticket loads in about 2 seconds.

We do have problems with the pathological cases (searching through  
binary attachments), but those are well known (see the archives).

What is important for MySQL and PostgreSQL is proper tuning of  
course. I just had to reduce the memory allocated to MySQL's various  
buffers, which slowed things down by about half a breath (sorry, no  
hard scientific measures here), but the system doesn't need to swap  
continuously anymore...

Regards,
     Harald

-- 
Harald Wagener
Technischer Leiter

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

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


From JoopvandeWege at mococo.nl  Wed Mar  8 04:52:46 2006
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Wed, 08 Mar 2006 10:52:46 +0100
Subject: [rt-users] RT and oracle
In-Reply-To: <20060307161443.AA9274D8212@diesel.bestpractical.com>
References: <20060307161443.AA9274D8212@diesel.bestpractical.com>
Message-ID: <20060308090822.C2E0.JOOPVANDEWEGE@mococo.nl>


On Tue,  7 Mar 2006 11:14:43 -0500 (EST)
rt-users-request at lists.bestpractical.com wrote:

> Date: Tue, 7 Mar 2006 08:21:20 -0600
> From: "Don Beethe" <dmbeethe at fedex.com>
> Subject: [rt-users] RT and oracle
> To: <rt-users at lists.bestpractical.com>
> Message-ID:
> 	<CBFD49490FF183498C0C74C2317C7FE5031B78C3 at MEMEXCH06V.corp.ds.fedex.com>
> 	
> Content-Type: text/plain;	charset="us-ascii"
> 
>  Trying to get RT with oracle database running. I've got Apache 2.0.54,
> mod_perl 2.0.2, perl 5.8.5 and oracle 9.2.0. I try to start apache and
> get: 
> Can't locate object method "server" via package "Apache" at
> /opt/rt3/lib/RT/Interface/Web/Handler.pm line 121
> 
> Is there some module I'm missing? 
> Tried adding PerlModule Apache2::compat to my httpd.conf to no avail. 

There is something weird going on. I have a FC4 installation with
RT-3.4.4 and OracleXE using Apache 2.0.54, mod_perl-2.0.1, perl 5.8.6
and encountered the same error. I have gone as far as re-installing that
system with all packages just in case I missed something, same result.
I now have a Ubuntu systeem with the same configuration, almost, and
that works OK using fastcgi. I'll see if I can get RT to work with
mod_perl. I suspect the same problems though.
The reason is that the subroutine InitSessionDir is checking whether the
database is mysql/pg or something else. When it is something else it
will store its sessionfiles on disk and that piece of code is using
mod_perl-1 functions. I commented that part partly out and then it works.
Another way is to include Oracle in the comparison.

sub InitSessionDir {
    # Activate the following if running httpd as root (the normal case).
    # Resets ownership of all files created by Mason at startup.
    # Note that mysql uses DB for sessions, so there's no need to do this.
    unless ( $RT::DatabaseType =~ /(?:mysql|Pg)/ ) {

        # Clean up our umask to protect session files
        umask(0077);

#        if ($CGI::MOD_PERL) {
#            chown( Apache->server->uid, Apache->server->gid,
#                $RT::MasonSessionDir )
#            if Apache->server->can('uid');
#        }

        # Die if WebSessionDir doesn't exist or we can't write to it
        stat($RT::MasonSessionDir);
        die "Can't read and write $RT::MasonSessionDir"
        unless ( ( -d _ ) and ( -r _ ) and ( -w _ ) );
    }

}


Joop

-- 
Joop van de Wege <JoopvandeWege at mococo.nl>



From S.G.Tranter at lboro.ac.uk  Wed Mar  8 06:55:39 2006
From: S.G.Tranter at lboro.ac.uk (Stewart Tranter)
Date: Wed, 08 Mar 2006 11:55:39 +0000
Subject: [rt-users] Some scrips not working
Message-ID: <440EC63B.90204@lboro.ac.uk>

Hi,

I have the following scrips to send notification when correspondence or 
a comment happens:

OnCorrespondNotifyRequestorsandCCs
	Condition:  On Correspond
	Action:  Notify Requestors and CCs
	Template:  Globale template - Correspondence

OnCorrespondNotifyOwner
	Condition:  On Correspond
	Action:  Notify owner
	Template:  Globale template - Correspondence

OnCommentNotifyOwner
	Condition:  On Comment
	Action:  Notify owner
	Global template:  Admin comment

OnCommentNotifyAnyCCs
	Condition:  On Comment
	Action:  Notify CCs
	Global template:  Admin comment

The only one that seems to work is the OnCorrespondNotifyOwner.  If I 
add an e-mail address to CC when commenting or corresponding, an 
outgoing e-mail is never recorded to that address, just to the requestor.

Is there something I am doing wrong?

Thanks in advance,

Stewart
PS:  Running RT 3.5.5
------------------------------------------------
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 n.marjoram at adastral.ucl.ac.uk  Wed Mar  8 07:55:26 2006
From: n.marjoram at adastral.ucl.ac.uk (Neil Marjoram)
Date: Wed, 08 Mar 2006 12:55:26 +0000
Subject: [rt-users] Auto create users on ticket submission
Message-ID: <440ED43E.6000806@adastral.ucl.ac.uk>

I am trying to allow anyone to create tickets in the General queue. I 
have set the CreateTicket right  to everyone in the General Queue, but 
still get this error :

RT could not load a valid user, and RT's configuration does not allow
for the creation of a new user for this email emailaddress at here.com

You might need to grant 'Everyone' the right 'CreateTicket' for the
queue general.

I am using LDAP to authenticate users, the new user may or may not be in the LDAP directory (both scenarios give this error). The LDAP user RT uses for lookup does not have right access to the LDAP directory.

Is there another setting somewhere in the configuration that would allow the creation of users when a request is submitted, or somewhere to allow anonymous submission of tickets?

Many thanks,

Neil.


-- 
Neil Marjoram
Systems Manager
Adastral Park Campus
University College London
Ross Building
Adastral Park
Martlesham Heath
Ipswich - Suffolk
IP5 3RE


Reclaim Your Inbox!
http://www.mozilla.org/products/thunderbird



From ringo at albumsnaps.com  Wed Mar  8 08:00:20 2006
From: ringo at albumsnaps.com (Rich Birch)
Date: Wed, 8 Mar 2006 13:00:20 +0000
Subject: [rt-users] Session error
In-Reply-To: <20060306032134.GI9283@chaka.net>
References: <3224421075.66703@www.chatteremail.com>
	<200603051706.32811.ringo@albumsnaps.com>
	<20060306032134.GI9283@chaka.net>
Message-ID: <200603081300.20746.ringo@albumsnaps.com>

Is this true? If so are there plans to support mysql 5.0 soon?

Thanks
Rich


On Monday 06 March 2006 03:21, you wrote:
> You need to use mysql 4.
>
> On Sun, Mar 05, 2006 at 05:06:32PM +0000, Rich Birch wrote:
> > Yes it's writable by apache, in fact I just did a 'chmod a+rw' and I
> > still get the error. Am i right in thinking that if rt's setup to use the
> > database for sessions then it wouldn't bother with that directory anyway?
> >
> > I don't know. I'm sure we'll get to the bottom of it. I've had rt working
> > on this server before with mysql 3, but now I've upgraded to 5, and
> > apache 2.2.
> >
> > On Sunday 05 March 2006 15:31, Torsten Brumm wrote:
> > > is the directory writable by the web server? Check the rights of the
> > > directory twice.
> > >
> > > Torsten
> > > -----------------------
> > > Sent with ChatterEmail
> > > True push email for the Treo Smartphone
> > > http://get.chatteremail.com
> > >
> > >
> > > -----Original Message-----
> > > From: Rich Birch <ringo at albumsnaps.com>
> > > Date: Sunday, Mar 5, 2006 3:27 pm
> > > Subject: [rt-users] Session error
> > >
> > > I've just managed to get rt installed on a redhat enterprise 4 server,
> > > with mysql 5.0. The database was installed fine and I get the login
> > > page upon the first visit to the rt site, but if i refresh the page or
> > > attempt to log in i get the following error:
> > >
> > >
> > > ---------------------------
> > > RT couldn't store your session.
> > > This may mean that that the directory '/opt/rt3/var/session_data' isn't
> > > writable or a database table is missing or corrupt.
> > >
> > >
> > >
> > > Trace begun at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Exceptions.pm
> > > line 129
> > > HTML::Mason::Exceptions::rethrow_exception('RT couldn\'t store your
> > > session.^JThis may mean that that the directory
> > > \'/opt/rt3/var/session_data\' isn\'t writable or a database table is
> > > missing or corrupt.^J^J') called at
> > > /opt/rt3/share/html/Elements/SetupSessionCookie line 90
> > > HTML::Mason::Commands::__ANON__
> > > at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135
> > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb
> > >6467 b4)') called at
> > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1251 eval
> > > {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1245
> > > HTML::Mason::Request::comp(undef, undef) called at
> > > /opt/rt3/share/html/autohandler line 73
> > > HTML::Mason::Commands::__ANON__
> > > at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135
> > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb
> > >6157 ec)') called at
> > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1246 eval
> > > {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1245
> > > HTML::Mason::Request::comp(undef, undef, undef) called at
> > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 459
> > > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line
> > > 459 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm
> > > line 411
> > > HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0xb218340)')
> > > called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line
> > > 192 eval {...} at
> > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 192
> > > HTML::Mason::Request::CGI::exec('HTML::Mason::Request::CGI=HASH(0xb2183
> > >40)' ) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm
> > > line 342 HTML::Mason::Interp::exec(undef, undef) called at
> > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 123 eval
> > > {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line
> > > 123 HTML::Mason::CGIHandler::_handler('HTML::Mason::
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
> >
> > We're hiring! Come hack Perl for Best Practical:
> > http://bestpractical.com/about/jobs.htm


From brw at etsu.edu  Wed Mar  8 08:45:58 2006
From: brw at etsu.edu (Bill R. Williams)
Date: Wed, 8 Mar 2006 08:45:58 -0500
Subject: [rt-users] Session error
In-Reply-To: <200603081300.20746.ringo@albumsnaps.com>
References: <3224421075.66703@www.chatteremail.com>
	<200603051706.32811.ringo@albumsnaps.com>
	<20060306032134.GI9283@chaka.net>
	<200603081300.20746.ringo@albumsnaps.com>
Message-ID: <20060308134558.GA12228@brwms.etsu.edu>

We recently started working (playing?) with RT 3.4.5.
Due to certain undesirable possibilites on the RedHat/EL ASv3
distributed packages (perl is the dreaded 5.8.0) plus the probability
that we would want to move the whole thing to another machine after
testing, etc., we elected to install perl, mysql, and rt as a
"captive" application.  

IOW: we use the distributed Apache 2.0 by
adding 'fastcgi' communicating with 'ExternalFastCgiServer'; the other
stuff is in its own special area.  Except for the added 'fastcgi' to
the distributed Apache modules directory, no other installed RH/EL
packages were touched.  (There were some moments of excitement and
profanity during the whole build/configure process.  :-)

For this home-built, captive  RT System I  built: 
	mysql  Ver 14.12 Distrib 5.0.18, for pc-linux-gnu (i686) using
	EditLine wrapper

So far, this mysql 5.0.18 seems to work fine.
(Using the example config for 'medium' with InnoDB activated.)

-- 
 ---------------------------------------------
 Bill R. Williams               <brw at etsu.edu>
 ------------------------ ETSU Library Systems

On Wed, Mar 08, 2006 at 01:00:20PM +0000, Rich Birch wrote:
> Is this true? If so are there plans to support mysql 5.0 soon?
> 
> Thanks
> Rich
> 
> 
> On Monday 06 March 2006 03:21, you wrote:
> > You need to use mysql 4.
> >
> > On Sun, Mar 05, 2006 at 05:06:32PM +0000, Rich Birch wrote:
> > > Yes it's writable by apache, in fact I just did a 'chmod a+rw' and I
> > > still get the error. Am i right in thinking that if rt's setup to use the
> > > database for sessions then it wouldn't bother with that directory anyway?
> > >
> > > I don't know. I'm sure we'll get to the bottom of it. I've had rt working
> > > on this server before with mysql 3, but now I've upgraded to 5, and
> > > apache 2.2.
> > >
> > > On Sunday 05 March 2006 15:31, Torsten Brumm wrote:
> > > > is the directory writable by the web server? Check the rights of the
> > > > directory twice.
> > > >
> > > > Torsten
> > > > -----------------------
> > > > Sent with ChatterEmail
> > > > True push email for the Treo Smartphone
> > > > http://get.chatteremail.com
> > > >
> > > >
> > > > -----Original Message-----
> > > > From: Rich Birch <ringo at albumsnaps.com>
> > > > Date: Sunday, Mar 5, 2006 3:27 pm
> > > > Subject: [rt-users] Session error
> > > >
> > > > I've just managed to get rt installed on a redhat enterprise 4 server,
> > > > with mysql 5.0. The database was installed fine and I get the login
> > > > page upon the first visit to the rt site, but if i refresh the page or
> > > > attempt to log in i get the following error:
> > > >
> > > >
> > > > ---------------------------
> > > > RT couldn't store your session.
> > > > This may mean that that the directory '/opt/rt3/var/session_data' isn't
> > > > writable or a database table is missing or corrupt.
> > > >
> > > >
> > > >
> > > > Trace begun at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Exceptions.pm
> > > > line 129
> > > > HTML::Mason::Exceptions::rethrow_exception('RT couldn\'t store your
> > > > session.^JThis may mean that that the directory
> > > > \'/opt/rt3/var/session_data\' isn\'t writable or a database table is
> > > > missing or corrupt.^J^J') called at
> > > > /opt/rt3/share/html/Elements/SetupSessionCookie line 90
> > > > HTML::Mason::Commands::__ANON__
> > > > at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135
> > > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb
> > > >6467 b4)') called at
> > > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1251 eval
> > > > {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1245
> > > > HTML::Mason::Request::comp(undef, undef) called at
> > > > /opt/rt3/share/html/autohandler line 73
> > > > HTML::Mason::Commands::__ANON__
> > > > at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135
> > > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb
> > > >6157 ec)') called at
> > > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1246 eval
> > > > {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1245
> > > > HTML::Mason::Request::comp(undef, undef, undef) called at
> > > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 459
> > > > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line
> > > > 459 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm
> > > > line 411
> > > > HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0xb218340)')
> > > > called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line
> > > > 192 eval {...} at
> > > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 192
> > > > HTML::Mason::Request::CGI::exec('HTML::Mason::Request::CGI=HASH(0xb2183
> > > >40)' ) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm
> > > > line 342 HTML::Mason::Interp::exec(undef, undef) called at
> > > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 123 eval
> > > > {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line
> > > > 123 HTML::Mason::CGIHandler::_handler('HTML::Mason::
> > >
> > > _______________________________________________


From pjsm at fct.unl.pt  Wed Mar  8 10:18:04 2006
From: pjsm at fct.unl.pt (Paulo Matos)
Date: Wed, 8 Mar 2006 15:18:04 +0000 (WET)
Subject: [rt-users] rt database w/ multiple instances
In-Reply-To: <1140545337.23280.2.camel@zodiac.pdi.com>
References: <200602182303.k1IN3oed031960@remora.cc.uic.edu>
	<200602181743.10088.corey_s@qwest.net>
	<20060219185426.GP26666@chaka.net>
	<1140545337.23280.2.camel@zodiac.pdi.com>
Message-ID: <Pine.LNX.4.62.0603081516450.11028@ruby.sacsa.fct.unl.pt>

On Tue, 21 Feb 2006, Jim Meyer wrote:

> ... or fire up two separate instances of apache running with separate
> config files on separate ports; this will then give you two separate
> mod_perl instances. My colleague Russell worked this out.

Would this be possible to do (with mod_perl) per virtual host?

-- 
 	Paulo Matos
  ----------------------------------- ----------------------------------
|Sys & Net Admin                    | Centro de Inform?tica            |
|Faculdade de Ci?ncias e Tecnologia | Tel: +351-21-2948596             |
|Universidade Nova de Lisboa        | Fax: +351-21-2948548             |
|P-2829-516 Caparica                | e-Mail: pjsm at fct.unl.pt          |
  ----------------------------------- ----------------------------------

From bobg at uic.edu  Wed Mar  8 11:29:29 2006
From: bobg at uic.edu (Bob Goldstein)
Date: Wed, 08 Mar 2006 10:29:29 -0600
Subject: [rt-users] rt database w/ multiple instances 
In-Reply-To: Your message of "Wed, 08 Mar 2006 15:18:04 GMT."
	<Pine.LNX.4.62.0603081516450.11028@ruby.sacsa.fct.unl.pt> 
Message-ID: <200603081629.k28GTTI0007284@remora.cc.uic.edu>

>  This message is in MIME format.  The first part should be readable text,
>  while the remaining parts are likely unreadable without MIME-aware tools.
>
>--8323328-1750970418-1141831084=:11028
>Content-Type: TEXT/PLAIN; charset=iso-8859-1; format=flowed
>Content-Transfer-Encoding: quoted-printable
>
>On Tue, 21 Feb 2006, Jim Meyer wrote:
>
>> ... or fire up two separate instances of apache running with separate
>> config files on separate ports; this will then give you two separate
>> mod_perl instances. My colleague Russell worked this out.
>
>Would this be possible to do (with mod_perl) per virtual host?


   No.  (See the wiki).  mod_perl, itself, loads once per
   apache server, so is shared among all virtual hosts
   of that parent apache process.  Therefore all virtual hosts
   have the same RT library, including the RT config file,
   and therefore use the same RT instance.

     bobg





>
>--=20
> 	Paulo Matos
>  ----------------------------------- ----------------------------------
>|Sys & Net Admin                    | Centro de Inform=E1tica            =
>|
>|Faculdade de Ci=EAncias e Tecnologia | Tel: +351-21-2948596             =
>|
>|Universidade Nova de Lisboa        | Fax: +351-21-2948548             |
>|P-2829-516 Caparica                | e-Mail: pjsm at fct.unl.pt          |
>  ----------------------------------- ----------------------------------
>--8323328-1750970418-1141831084=:11028
>Content-Type: text/plain; charset="us-ascii"
>MIME-Version: 1.0
>Content-Transfer-Encoding: 7bit
>Content-Disposition: inline
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>Buy a copy at http://rtbook.bestpractical.com
>
>
>We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/abou
>t/jobs.html
>--8323328-1750970418-1141831084=:11028--
>


From purp at acm.org  Wed Mar  8 11:45:49 2006
From: purp at acm.org (Jim Meyer)
Date: Wed, 08 Mar 2006 08:45:49 -0800
Subject: [rt-users] rt database w/ multiple instances
In-Reply-To: <Pine.LNX.4.62.0603081516450.11028@ruby.sacsa.fct.unl.pt>
References: <200602182303.k1IN3oed031960@remora.cc.uic.edu>
	<200602181743.10088.corey_s@qwest.net>
	<20060219185426.GP26666@chaka.net>
	<1140545337.23280.2.camel@zodiac.pdi.com>
	<Pine.LNX.4.62.0603081516450.11028@ruby.sacsa.fct.unl.pt>
Message-ID: <1141836349.7406.6.camel@zodiac.pdi.com>

Hello!

On Wed, 2006-03-08 at 15:18 +0000, Paulo Matos wrote:
> On Tue, 21 Feb 2006, Jim Meyer wrote:
> 
> > ... or fire up two separate instances of apache running with separate
> > config files on separate ports; this will then give you two separate
> > mod_perl instances. My colleague Russell worked this out.
> 
> Would this be possible to do (with mod_perl) per virtual host?

I don't think so. In a virtual host setup, there's one common instance
of apache running forked into multiple children, all sharing on instance
of the perl interpreter (libperl.so) running, thus you're tied to one RT
install ... or so my understanding goes. 

As I mentioned, it was my colleague who researched the details and he
came to the conclusion that it wasn't possible.

Cheers!

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



From KFCrocker at lbl.gov  Wed Mar  8 12:18:30 2006
From: KFCrocker at lbl.gov (Ken Crocker)
Date: Wed, 08 Mar 2006 09:18:30 -0800
Subject: [rt-users] Some scrips not working
In-Reply-To: <440EC63B.90204@lboro.ac.uk>
References: <440EC63B.90204@lboro.ac.uk>
Message-ID: <440F11E6.3010609@lbl.gov>

Stewart,

    Have you given the "seeOutgoingMail" priviledge to the groups using 
this particular queue? Creating a scrip is fine, but if the person that 
is supposed to get it doesn't have the right to see mail, they aren't.

Kenn

Stewart Tranter wrote:

> Hi,
>
> I have the following scrips to send notification when correspondence 
> or a comment happens:
>
> OnCorrespondNotifyRequestorsandCCs
>     Condition:  On Correspond
>     Action:  Notify Requestors and CCs
>     Template:  Globale template - Correspondence
>
> OnCorrespondNotifyOwner
>     Condition:  On Correspond
>     Action:  Notify owner
>     Template:  Globale template - Correspondence
>
> OnCommentNotifyOwner
>     Condition:  On Comment
>     Action:  Notify owner
>     Global template:  Admin comment
>
> OnCommentNotifyAnyCCs
>     Condition:  On Comment
>     Action:  Notify CCs
>     Global template:  Admin comment
>
> The only one that seems to work is the OnCorrespondNotifyOwner.  If I 
> add an e-mail address to CC when commenting or corresponding, an 
> outgoing e-mail is never recorded to that address, just to the requestor.
>
> Is there something I am doing wrong?
>
> Thanks in advance,
>
> Stewart
> PS:  Running RT 3.5.5
> ------------------------------------------------
> 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 bobg at uic.edu  Wed Mar  8 13:08:02 2006
From: bobg at uic.edu (Bob Goldstein)
Date: Wed, 08 Mar 2006 12:08:02 -0600
Subject: [rt-users] rt database w/ multiple instances 
In-Reply-To: Your message of "Wed, 08 Mar 2006 16:46:54 GMT."
	<Pine.LNX.4.62.0603081642220.11028@ruby.sacsa.fct.unl.pt> 
Message-ID: <200603081808.k28I82Bm007908@remora.cc.uic.edu>

>  This message is in MIME format.  The first part should be readable text,
>  while the remaining parts are likely unreadable without MIME-aware tools.
>
>--8323328-1033334797-1141836414=:11028
>Content-Type: TEXT/PLAIN; charset=iso-8859-1; format=flowed
>Content-Transfer-Encoding: 8BIT
>
>On Wed, 8 Mar 2006, Bob Goldstein wrote:
>
>>> Would this be possible to do (with mod_perl) per virtual host?
>>
>>   No.  (See the wiki).  mod_perl, itself, loads once per
>>   apache server, so is shared among all virtual hosts
>>   of that parent apache process.  Therefore all virtual hosts
>>   have the same RT library, including the RT config file,
>>   and therefore use the same RT instance.
>
>Strange?
>What about mod_perl2 config directives:
>PerlOptions +Parent
>or
>PerlOptions +Clone
>
>http://perl.apache.org/docs/2.0/user/config/config.html#C_Parent_
>
>Wouldn't this do the trick?

   I've never played with mod_perl2.  Yes, the docs seems to
   indicate this would work.  

   Continuing to display my ignorance :-) I'd think this means
   that *each* apache child would then have a perl interpreter
   and namespace for each RT instance.  So if you have 10 RT
   instances, one of which is really busy, you might spawn
   20 apache children, each of which has 10 perl interpreters.
   As opposed to fcgi, where you could have 20 fcgi processes
   for the busy RT instance, and 1 each for the other 9
   RT instances, therefore 29 fcgi/perl interpreters in memory,
   as opposed to 200. Although a lot would be paged out.



      bobg


>
>-- 
> 	Paulo Matos
>  ----------------------------------- ----------------------------------
>|Sys & Net Admin                    | Centro de Inform?tica            |
>|Faculdade de Ci?ncias e Tecnologia | Tel: +351-21-2948596             |
>|Universidade Nova de Lisboa        | Fax: +351-21-2948548             |
>|P-2829-516 Caparica                | e-Mail: pjsm at fct.unl.pt          |
>  ----------------------------------- ----------------------------------
>--8323328-1033334797-1141836414=:11028--
>


From timothy-flynn at uiowa.edu  Wed Mar  8 13:19:38 2006
From: timothy-flynn at uiowa.edu (Flynn, Timothy J)
Date: Wed, 8 Mar 2006 12:19:38 -0600
Subject: [rt-users] Software caused connection abort |
	Apache2::RequestIO::rflush:
Message-ID: <B5007EEF41F3D311B80500805F31A6B61A05E532@uihc-mail.uihc.uiowa.edu>


I'm hoping someone can help me figure out why this is happening.  RT is
working fine apparently, but this log entry appears in the error log and
similarly in access log: (RT 3.4.5 + apache2)

Apache2::RequestIO::rflush: (103) Software caused connection abort at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 1029
(/usr/local/rt3/bin/webmux.pl:125)




From jesse at bestpractical.com  Wed Mar  8 14:09:16 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 8 Mar 2006 14:09:16 -0500
Subject: [rt-users] RT and oracle
In-Reply-To: <20060308090822.C2E0.JOOPVANDEWEGE@mococo.nl>
References: <20060307161443.AA9274D8212@diesel.bestpractical.com>
	<20060308090822.C2E0.JOOPVANDEWEGE@mococo.nl>
Message-ID: <20060308190916.GX27104@bestpractical.com>


Joop,

Can you try this patch:

--- Interface/Web/Handler.pm    (revision 24471)
+++ Interface/Web/Handler.pm    (local)
@@ -117,7 +117,9 @@ sub InitSessionDir {
         # Clean up our umask to protect session files
         umask(0077);

-        if ($CGI::MOD_PERL) {
+        if ($CGI::MOD_PERL and not ( $mod_perl::VERSION && $mod_perl::VERSION >= 1.9908 )) {
             chown( Apache->server->uid, Apache->server->gid,
                 $RT::MasonSessionDir )
             if Apache->server->can('uid');



On Wed, Mar 08, 2006 at 10:52:46AM +0100, Joop van de Wege wrote:
> 
> On Tue,  7 Mar 2006 11:14:43 -0500 (EST)
> rt-users-request at lists.bestpractical.com wrote:
> 
> > Date: Tue, 7 Mar 2006 08:21:20 -0600
> > From: "Don Beethe" <dmbeethe at fedex.com>
> > Subject: [rt-users] RT and oracle
> > To: <rt-users at lists.bestpractical.com>
> > Message-ID:
> > 	<CBFD49490FF183498C0C74C2317C7FE5031B78C3 at MEMEXCH06V.corp.ds.fedex.com>
> > 	
> > Content-Type: text/plain;	charset="us-ascii"
> > 
> >  Trying to get RT with oracle database running. I've got Apache 2.0.54,
> > mod_perl 2.0.2, perl 5.8.5 and oracle 9.2.0. I try to start apache and
> > get: 
> > Can't locate object method "server" via package "Apache" at
> > /opt/rt3/lib/RT/Interface/Web/Handler.pm line 121
> > 
> > Is there some module I'm missing? 
> > Tried adding PerlModule Apache2::compat to my httpd.conf to no avail. 
> 
> There is something weird going on. I have a FC4 installation with
> RT-3.4.4 and OracleXE using Apache 2.0.54, mod_perl-2.0.1, perl 5.8.6
> and encountered the same error. I have gone as far as re-installing that
> system with all packages just in case I missed something, same result.
> I now have a Ubuntu systeem with the same configuration, almost, and
> that works OK using fastcgi. I'll see if I can get RT to work with
> mod_perl. I suspect the same problems though.
> The reason is that the subroutine InitSessionDir is checking whether the
> database is mysql/pg or something else. When it is something else it
> will store its sessionfiles on disk and that piece of code is using
> mod_perl-1 functions. I commented that part partly out and then it works.
> Another way is to include Oracle in the comparison.
> 
> sub InitSessionDir {
>     # Activate the following if running httpd as root (the normal case).
>     # Resets ownership of all files created by Mason at startup.
>     # Note that mysql uses DB for sessions, so there's no need to do this.
>     unless ( $RT::DatabaseType =~ /(?:mysql|Pg)/ ) {
> 
>         # Clean up our umask to protect session files
>         umask(0077);
> 
> #        if ($CGI::MOD_PERL) {
> #            chown( Apache->server->uid, Apache->server->gid,
> #                $RT::MasonSessionDir )
> #            if Apache->server->can('uid');
> #        }
> 
>         # Die if WebSessionDir doesn't exist or we can't write to it
>         stat($RT::MasonSessionDir);
>         die "Can't read and write $RT::MasonSessionDir"
>         unless ( ( -d _ ) and ( -r _ ) and ( -w _ ) );
>     }
> 
> }
> 
> 
> Joop
> 
> -- 
> Joop van de Wege <JoopvandeWege at mococo.nl>
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly 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 jjesse at ftpb.com  Wed Mar  8 15:19:57 2006
From: jjesse at ftpb.com (Jonathan Jesse)
Date: Wed, 8 Mar 2006 15:19:57 -0500
Subject: [rt-users] problems with fastcgi and debian install of 3.4
Message-ID: <A54229E93E23F34CB267F60E2E39D4FD014D6EE6@mail1.founderstrust.net>

I setup Request Tracker for access to my AD structure following
(http://blank.org/memory/output/rt-ad-sso.html which some of the links
to the Univeristy of Oslo is wrong) and have reached a problem with
fastcgi.

 

This is my error.log for apache:

[Wed Mar  8 15:34:46 2006] [warn] FastCGI: (dynamic) server
"/usr/share/request-tracker3.4/libexec/mason_handler.fcgi" has failed to
remain running for 30 seconds given 3 attempts, its restart interval has
been backed off to 600 seconds

[Wed Mar  8 15:34:46 2006] [error] [client 192.168.1.65] FastCGI: comm
with (dynamic) server
"/usr/share/request-tracker3.4/libexec/mason_handler.fcgi" aborted:
(first read) idle timeout (30 sec)

[Wed Mar  8 15:34:46 2006] [error] [client 192.168.1.65] FastCGI:
incomplete headers (0 bytes) received from server
"/usr/share/request-tracker3.4/libexec/mason_handler.fcgi"

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From jesse at bestpractical.com  Wed Mar  8 15:21:28 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 8 Mar 2006 15:21:28 -0500
Subject: [rt-users] problems with fastcgi and debian install of 3.4
In-Reply-To: <A54229E93E23F34CB267F60E2E39D4FD014D6EE6@mail1.founderstrust.net>
References: <A54229E93E23F34CB267F60E2E39D4FD014D6EE6@mail1.founderstrust.net>
Message-ID: <20060308202128.GH27104@bestpractical.com>




On Wed, Mar 08, 2006 at 03:19:57PM -0500, Jonathan Jesse wrote:
> I setup Request Tracker for access to my AD structure following
> (http://blank.org/memory/output/rt-ad-sso.html which some of the links
> to the Univeristy of Oslo is wrong) and have reached a problem with
> fastcgi.
> 
>  
> 
> This is my error.log for apache:
> 
> [Wed Mar  8 15:34:46 2006] [warn] FastCGI: (dynamic) server
> "/usr/share/request-tracker3.4/libexec/mason_handler.fcgi" has failed to
> remain running for 30 seconds given 3 attempts, its restart interval has
> been backed off to 600 seconds

There should be something in the apache log just before this...


Jesse


From jesse at bestpractical.com  Wed Mar  8 15:57:34 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 8 Mar 2006 15:57:34 -0500
Subject: [rt-users] Expiring user sessions on mysql
Message-ID: <20060308205734.GP27104@bestpractical.com>

For RT 3.7, we have a proper session expirey mechanism, but the
following little script, run from cron will blow away any sessions in
your mysql rt3 session database every 15 minutes:

mysql rt3 -u root  -e ' delete from sessions where LastUpdated < from_unixtime( unix_timestamp()-(60*15));'

And yes, this is a hack, but it should work.

Jesse

-- 


From ruslan.zakirov at gmail.com  Wed Mar  8 16:27:57 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 9 Mar 2006 00:27:57 +0300
Subject: [rt-users] rt database w/ multiple instances
In-Reply-To: <200603081808.k28I82Bm007908@remora.cc.uic.edu>
References: <Pine.LNX.4.62.0603081642220.11028@ruby.sacsa.fct.unl.pt>
	<200603081808.k28I82Bm007908@remora.cc.uic.edu>
Message-ID: <589c94400603081327y4089af3dga036aed3676a1f8@mail.gmail.com>

On 3/8/06, Bob Goldstein <bobg at uic.edu> wrote:
> >  This message is in MIME format.  The first part should be readable text,
> >  while the remaining parts are likely unreadable without MIME-aware tools.
> >
> >--8323328-1033334797-1141836414=:11028
> >Content-Type: TEXT/PLAIN; charset=iso-8859-1; format=flowed
> >Content-Transfer-Encoding: 8BIT
> >
> >On Wed, 8 Mar 2006, Bob Goldstein wrote:
> >
> >>> Would this be possible to do (with mod_perl) per virtual host?
> >>
> >>   No.  (See the wiki).  mod_perl, itself, loads once per
> >>   apache server, so is shared among all virtual hosts
> >>   of that parent apache process.  Therefore all virtual hosts
> >>   have the same RT library, including the RT config file,
> >>   and therefore use the same RT instance.
> >
> >Strange?
> >What about mod_perl2 config directives:
> >PerlOptions +Parent
> >or
> >PerlOptions +Clone
> >
> >http://perl.apache.org/docs/2.0/user/config/config.html#C_Parent_
> >
> >Wouldn't this do the trick?
>
>    I've never played with mod_perl2.  Yes, the docs seems to
>    indicate this would work.
And it's really works.

Bob, I think next paragraph is wrong, AFAIK MP2 creates pool of
interpreters on server start and clone/create new ones only when there
is no available in pool.
>
>    Continuing to display my ignorance :-) I'd think this means
>    that *each* apache child would then have a perl interpreter
>    and namespace for each RT instance.  So if you have 10 RT
>    instances, one of which is really busy, you might spawn
>    20 apache children, each of which has 10 perl interpreters.
>    As opposed to fcgi, where you could have 20 fcgi processes
>    for the busy RT instance, and 1 each for the other 9
>    RT instances, therefore 29 fcgi/perl interpreters in memory,
>    as opposed to 200. Although a lot would be paged out.


>
>
>
>       bobg
>
>
> >
> >--
> >       Paulo Matos
> >  ----------------------------------- ----------------------------------
> >|Sys & Net Admin                    | Centro de Inform?tica            |
> >|Faculdade de Ci?ncias e Tecnologia | Tel: +351-21-2948596             |
> >|Universidade Nova de Lisboa        | Fax: +351-21-2948548             |
> >|P-2829-516 Caparica                | e-Mail: pjsm at fct.unl.pt          |
> >  ----------------------------------- ----------------------------------
> >--8323328-1033334797-1141836414=:11028--
> >
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly 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 les at futuresource.com  Wed Mar  8 16:34:10 2006
From: les at futuresource.com (Les Mikesell)
Date: Wed, 08 Mar 2006 15:34:10 -0600
Subject: [rt-users] rt database w/ multiple instances
In-Reply-To: <Pine.LNX.4.62.0603081516450.11028@ruby.sacsa.fct.unl.pt>
References: <200602182303.k1IN3oed031960@remora.cc.uic.edu>
	<200602181743.10088.corey_s@qwest.net>
	<20060219185426.GP26666@chaka.net>
	<1140545337.23280.2.camel@zodiac.pdi.com>
	<Pine.LNX.4.62.0603081516450.11028@ruby.sacsa.fct.unl.pt>
Message-ID: <1141853650.31977.12.camel@moola.futuresource.com>

On Wed, 2006-03-08 at 09:18, Paulo Matos wrote:
> On Tue, 21 Feb 2006, Jim Meyer wrote:
> 
> > ... or fire up two separate instances of apache running with separate
> > config files on separate ports; this will then give you two separate
> > mod_perl instances. My colleague Russell worked this out.
> 
> Would this be possible to do (with mod_perl) per virtual host?

It is only possible with IP based virtual hosts.  You can configure
different instances of apache to bind to different addresses.  You
can also do this based on port numbers, but hide it by making the
main httpd proxy to the others.  You might put RewriteRules or
ProxyPass directives inside named virtual host sections to
proxy to the httpd running on the correct port for each site if
you want it all to appear on port 80 at one IP address.

-- 
  Les Mikesell
   les at futuresource.com




From maillist at sitepier.com  Wed Mar  8 17:18:19 2006
From: maillist at sitepier.com (Jason B.)
Date: Wed, 8 Mar 2006 16:18:19 -0600
Subject: [rt-users] Custom Scrip problem
Message-ID: <52A6AA62-F06C-4F34-8E3B-F2BB1FF29AAB@sitepier.com>

Thanks to everyone who replied to my last e-mail about custom scrips  
Inquiry, it really helped.  I am working with the RT Essentials  
trying to get a butter understand of Templates and Scrips so I  
followed the "Your ticket was stolen Example" but when someone steals  
the ticket there is not an e-mail sent.  Do you see anything I did  
wrong?

Here is what I did.

Under root I did the following:

Configurations -> Global -> templates

Created the following template:

To: { my $old_owner = RT::User->new( $self->CurrentUser );
         $old_owner->Load( $Transaction->OldValue );
         $old_owner->EmailAddress() }
Subject: Ticket #{ $Ticket->Id() } taken by { $Ticket->OwnerObj->Name 
() }

A ticket you owned:

         { $Ticket->Subject() }

has been taken by {$Ticket->OwnerObj->Name()}.

{ $RT::WebURL }Ticket/Display.html?id={ $Ticket->Id }




Saved the template.

Then I went to Global -> Scrips -> New Scrips

Des: Ticket Stolen
Condition: User Defiened
Action: Notify Other Requestors  ( I also tried Notified Owner)
Template: Global Template Ticket Steal
Stage: TransactionCreate
Custom condition:

my $trans = $self->TransactionObj; return 0 unless $trans->Field eq  
'Owner'; return 1 if $trans->OldValue != RT::Nobody()->id(); return 0;


I am running the RT 3.4.1-2 version from Debian repo.  Also the  
bestpractical.com website is going slow.

Thanks for the help

-jb
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From maillist at sitepier.com  Wed Mar  8 18:05:30 2006
From: maillist at sitepier.com (Jason B.)
Date: Wed, 8 Mar 2006 17:05:30 -0600
Subject: [rt-users] Custom Scrip problem
In-Reply-To: <52A6AA62-F06C-4F34-8E3B-F2BB1FF29AAB@sitepier.com>
References: <52A6AA62-F06C-4F34-8E3B-F2BB1FF29AAB@sitepier.com>
Message-ID: <07578AE3-265E-4EB7-B9F0-32A9FAE3BD5E@sitepier.com>

I could have sworn that I couldn't find it in the archives before.  I  
found the solutions.  Thanks

-jb

On Mar 8, 2006, at 4:18 PM, Jason B. wrote:

> Thanks to everyone who replied to my last e-mail about custom  
> scrips Inquiry, it really helped.  I am working with the RT  
> Essentials trying to get a butter understand of Templates and  
> Scrips so I followed the "Your ticket was stolen Example" but when  
> someone steals the ticket there is not an e-mail sent.  Do you see  
> anything I did wrong?
>
> Here is what I did.
>
> Under root I did the following:
>
> Configurations -> Global -> templates
>
> Created the following template:
>
> To: { my $old_owner = RT::User->new( $self->CurrentUser );
>         $old_owner->Load( $Transaction->OldValue );
>         $old_owner->EmailAddress() }
> Subject: Ticket #{ $Ticket->Id() } taken by { $Ticket->OwnerObj- 
> >Name() }
>
> A ticket you owned:
>
>         { $Ticket->Subject() }
>
> has been taken by {$Ticket->OwnerObj->Name()}.
>
> { $RT::WebURL }Ticket/Display.html?id={ $Ticket->Id }
>
>
>
>
> Saved the template.
>
> Then I went to Global -> Scrips -> New Scrips
>
> Des: Ticket Stolen
> Condition: User Defiened
> Action: Notify Other Requestors  ( I also tried Notified Owner)
> Template: Global Template Ticket Steal
> Stage: TransactionCreate
> Custom condition:
>
> my $trans = $self->TransactionObj; return 0 unless $trans->Field eq  
> 'Owner'; return 1 if $trans->OldValue != RT::Nobody()->id(); return 0;
>
>
> I am running the RT 3.4.1-2 version from Debian repo.  Also the  
> bestpractical.com website is going slow.
>
> Thanks for the help
>
> -jb
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical: http:// 
> bestpractical.com/about/jobs.html

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From KFCrocker at lbl.gov  Wed Mar  8 19:49:47 2006
From: KFCrocker at lbl.gov (Ken Crocker)
Date: Wed, 08 Mar 2006 16:49:47 -0800
Subject: [rt-users] Custom Scrip problem
In-Reply-To: <52A6AA62-F06C-4F34-8E3B-F2BB1FF29AAB@sitepier.com>
References: <52A6AA62-F06C-4F34-8E3B-F2BB1FF29AAB@sitepier.com>
Message-ID: <440F7BAB.5010706@lbl.gov>

JAson, to whom did you want the e_mail to go to and did you give that 
role (like requestor) or group the "SeeOutgoingMail" priviledge? If not, 
then you can have a hundred scrips that will go nowhere if no one has 
the priviledge of seeing outgoing mail.

Kenn

Jason B. wrote:

> Thanks to everyone who replied to my last e-mail about custom scrips 
> Inquiry, it really helped.  I am working with the RT Essentials trying 
> to get a butter understand of Templates and Scrips so I followed the 
> "Your ticket was stolen Example" but when someone steals the ticket 
> there is not an e-mail sent.  Do you see anything I did wrong?
>
> Here is what I did.
>
> Under root I did the following:
>
> Configurations -> Global -> templates
>
> Created the following template:
>
> To: { my $old_owner = RT::User->new( $self->CurrentUser );
>         $old_owner->Load( $Transaction->OldValue );
>         $old_owner->EmailAddress() }
> Subject: Ticket #{ $Ticket->Id() } taken by { $Ticket->OwnerObj->Name() }
>
> A ticket you owned:
>
>         { $Ticket->Subject() }
>
> has been taken by {$Ticket->OwnerObj->Name()}.
>
> { $RT::WebURL }Ticket/Display.html?id={ $Ticket->Id }
>
>
>
>
> Saved the template.
>
> Then I went to Global -> Scrips -> New Scrips
>
> Des: Ticket Stolen
> Condition: User Defiened
> Action: Notify Other Requestors  ( I also tried Notified Owner)
> Template: Global Template Ticket Steal
> Stage: TransactionCreate
> Custom condition:
>
> my $trans = $self->TransactionObj; return 0 unless $trans->Field eq 
> 'Owner'; return 1 if $trans->OldValue != RT::Nobody()->id(); return 0;
>
>
> I am running the RT 3.4.1-2 version from Debian repo.  Also the 
> bestpractical.com website is going slow.
>
> Thanks for the help
>
> -jb
>
>------------------------------------------------------------------------
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>Buy a copy at http://rtbook.bestpractical.com
>
>
>We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>
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From maillist at sitepier.com  Thu Mar  9 00:38:43 2006
From: maillist at sitepier.com (Jason B.)
Date: Wed, 8 Mar 2006 23:38:43 -0600
Subject: [rt-users] Custom Scrip problem
In-Reply-To: <440F7BAB.5010706@lbl.gov>
References: <52A6AA62-F06C-4F34-8E3B-F2BB1FF29AAB@sitepier.com>
	<440F7BAB.5010706@lbl.gov>
Message-ID: <669B5AE7-43BE-4C07-96E4-221EBF4F39BF@sitepier.com>

Ken & others,

After going home and troubleshooting this more and looking at the  
archive postings I noticed that some people got it working by  
changing the Template to the following:

To: {my $old_owner = RT::User->new($RT::System);
$old_owner->Load($Transaction->OldValue);
$old_owner->EmailAddress()}
Subject: Ticket #{$Ticket->Id()} taken by {$Ticket->OwnerObj->Name()}

A ticket you owned:

"{$Ticket->Subject()}"

has been taken by {$Ticket->OwnerObj->Name()}

{$RT::WebURL}Ticket/Display.html?id={$Ticket->Id()}

Basically changing the $RT::System part.  It worked for others though  
its not working for me.  I do see that my Everyone Group does have  
ShowOutgoingMail along with Every group that I have created that has  
the ShowOutgoingMail.  I noticed the following in the /var/log/messages

Mar  8 23:30:31 admin RT: Successful login for jbartels from  
24.26.232.60 (/usr/share/request-tracker3.4/html/autohandler:197)
Mar  8 23:30:48 admin RT:  
<rt-3.4.1-2188-21627-2.19.1568452421506 at something.com> #2188/21627 -  
Scrip 2  (/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:235)
Mar  8 23:30:48 admin RT:  
<rt-3.4.1-2188-21627-2.19.1568452421506 at something.com.> No recipients  
found. Not sending.  (/usr/share/request-tracker3.4/lib/RT/Action/ 
SendEmail.pm:247)
Mar  8 23:30:48 admin RT:  
<rt-3.4.1-2188-21627-15.13.6658577819274 at something.com> #2188/21627 -  
Scrip 15 Ticket Stolen (/usr/share/request-tracker3.4/lib/RT/Action/ 
SendEmail.pm:235)
Mar  8 23:30:48 admin RT:  
<rt-3.4.1-2188-21627-15.13.6658577819274 at something.com> No recipients  
found. Not sending.  (/usr/share/request-tracker3.4/lib/RT/Action/ 
SendEmail.pm:247)

Okay so when I test it by pressing the Steal ticket it only works if  
the root user has the ticket (just did it for testing) but if I use a  
real user say jbartels and have jtest user steal it I do not receive  
an e-mail and it shows that error message in the log file.

I want the e-mail sent to the user that use to have the ticket before  
it was stolen.  So it would go to jbartels if the jtest user stole  
it.  Not sure where I went wrong.  I also searched the archives and  
it said to try using the

Set($NotifyActor, 0);

Which doesn't help anything.

Any thoughts?

-jason



On Mar 8, 2006, at 6:49 PM, Ken Crocker wrote:

> JAson, to whom did you want the e_mail to go to and did you give  
> that role (like requestor) or group the "SeeOutgoingMail"  
> priviledge? If not, then you can have a hundred scrips that will go  
> nowhere if no one has the priviledge of seeing outgoing mail.
>
> Kenn
>
> Jason B. wrote:
>> Thanks to everyone who replied to my last e-mail about custom  
>> scrips Inquiry, it really helped.  I am working with the RT  
>> Essentials trying to get a butter understand of Templates and  
>> Scrips so I followed the "Your ticket was stolen Example" but when  
>> someone steals the ticket there is not an e-mail sent.  Do you see  
>> anything I did wrong?
>>
>> Here is what I did.
>>
>> Under root I did the following:
>>
>> Configurations -> Global -> templates
>>
>> Created the following template:
>>
>> To: { my $old_owner = RT::User->new( $self->CurrentUser );
>>         $old_owner->Load( $Transaction->OldValue );
>>         $old_owner->EmailAddress() }
>> Subject: Ticket #{ $Ticket->Id() } taken by { $Ticket->OwnerObj- 
>> >Name() }
>>
>> A ticket you owned:
>>
>>         { $Ticket->Subject() }
>>
>> has been taken by {$Ticket->OwnerObj->Name()}.
>>
>> { $RT::WebURL }Ticket/Display.html?id={ $Ticket->Id }
>>
>>
>>
>>
>> Saved the template.
>>
>> Then I went to Global -> Scrips -> New Scrips
>>
>> Des: Ticket Stolen
>> Condition: User Defiened
>> Action: Notify Other Requestors  ( I also tried Notified Owner)
>> Template: Global Template Ticket Steal
>> Stage: TransactionCreate
>> Custom condition:
>>
>> my $trans = $self->TransactionObj; return 0 unless $trans->Field  
>> eq 'Owner'; return 1 if $trans->OldValue != RT::Nobody()->id();  
>> return 0;
>>
>>
>> I am running the RT 3.4.1-2 version from Debian repo.  Also the  
>> bestpractical.com website is going slow.
>>
>> Thanks for the help
>>
>> -jb
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>>
>> We're hiring! Come hack Perl for Best Practical: http:// 
>> bestpractical.com/about/jobs.html

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From jesse at bestpractical.com  Thu Mar  9 02:06:12 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 9 Mar 2006 02:06:12 -0500
Subject: [rt-users] [ Offtopic/Admin ] Hosting recommendations?
Message-ID: <20060309070612.GW27104@bestpractical.com>

Hey everyone,

We're starting to get our ducks in a row for the next thing we're doing.
One thing on my list is "pick a managed server provider."  We're looking
for a hosting provider who can take care of the Power, Ping, Physical
boxes and Possibly the on-site backups. We're _not_ looking for someone 
to manage the OS for us.

We'll likely be starting with just one or two boxes, but might need to
scale up to "more" on relatively short notice.

If you have any recommendations (or horror stories), we'd love to hear
them. If you're a hosting company and want to give us a big discount 
as a thank you for the excellent free ticketing system you use, we'd
REALLY love to hear from you.

Thanks,

Jesse

-- 


From Peter_Losher at isc.org  Thu Mar  9 04:04:16 2006
From: Peter_Losher at isc.org (Peter Losher)
Date: Thu, 09 Mar 2006 01:04:16 -0800
Subject: [rt-users] WebRT interface issues for customers...
Message-ID: <440FEF90.7040103@isc.org>

Hi,

Looking for some config advice here.

Our organization is using RT 3.4.2, and we have an install of about 30
queues or so, and about 50 or so "customers" who access it in a support
setting.  We have been primarily creating tickets (and acting upon them)
via email and using WebRT to manage the tickets there after, where the
customers can track their progress as well.  However we plan to migrate
most of that ticket creation to the web (since we can use CustomFields
to get additional information that we can act (scrip) upon that we can't
get reliably in email)  However, we have come across some issues along
the way where I need to hide certain features, like when creating a
ticket, hide the pull-down to set the "owner" for that ticket. (only
internal staff should set the owner, not the requester)

Would a possible solution, since we customers in their own group
already, is:

	- create a meta-group
	- make all those groups members of that "meta group"
	- modify the create ticket script to only show the owner
	  pulldown if they are NOT a member of that "meta-group"?

One last item - is there any way when setting a CustomField to
set/select a "default answer"  The reason is that one of the fields is
priority, and if a customer doesn't set it, we would like it set to
"Low".  I don't see a option when generating a custom field to do so.

Thanks in advance - Peter
-- 
Peter_Losher at isc.org | ISC | OpenPGP 0xE8048D08 | "The bits must flow"


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From S.G.Tranter at lboro.ac.uk  Thu Mar  9 05:32:11 2006
From: S.G.Tranter at lboro.ac.uk (Stewart Tranter)
Date: Thu, 09 Mar 2006 10:32:11 +0000
Subject: [rt-users] Some scrips not working
In-Reply-To: <6.2.1.2.2.20060308095300.0396e530@po14.mit.edu>
References: <440EC63B.90204@lboro.ac.uk>
	<6.2.1.2.2.20060308095300.0396e530@po14.mit.edu>
Message-ID: <4410042B.6080005@lboro.ac.uk>

Stephen Turner wrote:
> Stewart,
> 
> One-time Ccs and Bccs are counted as 'other recipients' in the scrip 
> world. So you need scrips with actions that notify 'Other Recipients' 
> for your comments & replies.

Thanks Steve, all working as expected now!  :))

Cheers,

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 jens.andersson at teleservice.net  Thu Mar  9 06:08:48 2006
From: jens.andersson at teleservice.net (Jens Andersson)
Date: Thu, 9 Mar 2006 12:08:48 +0100
Subject: [rt-users] Logging DB password in http-error.log
Message-ID: <0BCD4AFDA07A9049928A34359243F7051A1160@sato.internal.teleservice.net>

We get this message in our apache http-error.log all the time. 

49694 Apache::DBI             need ping: 49694 Apache::DBI
new connect to
'dbname=rt3;host=localhost^\rt_user^\password^\AutoCommit=1^\PrintError=
1^\Username=rt_user'

Why are the password logged in plain text?

// Jens



From bear at 247ms.com  Thu Mar  9 06:29:10 2006
From: bear at 247ms.com (=?iso-8859-1?Q?Bj=F8rn_Skovlund_Ryd=E9n?=)
Date: Thu, 9 Mar 2006 12:29:10 +0100
Subject: [rt-users] Moving and freeing tickets with 1 button
Message-ID: <28612698BFE51241AB8EF079C3230A8B47CE44@EXC-1.247ms.com>

Hi,

We have a contractor that has access to one queue in our system, once they've completed their actions on tickets in this queue, they have to return it to our queue and assign it to nobody. I considered making a scrip that assigns any case moved from contractors queue to our queue to nobody, but to make things really easy for the contractor, I would like a button next to the "Comment" and "Reply" links, that said "Return ticket" or something. It should only apply to this one queue and when clicked return the ticket to our queue and assign it to nobody.

I think I would be able to hack my way through this, but I'm a bit nervous about involving too many aspects of code and was hoping someone had done something similar before and could give me some hints?

Cheers, Bj?rn


From romansteve at gmail.com  Thu Mar  9 06:41:07 2006
From: romansteve at gmail.com (Roman Steven)
Date: Thu, 9 Mar 2006 06:41:07 -0500
Subject: [rt-users] What happens on server to create ticket
Message-ID: <552eaa670603090341r58ee8ca2x7b730e4f1fb3ee79@mail.gmail.com>

Hi,

I would like to know how to trace what code gets called on the server when a
user using the web ui hits on the create button.  The form would have some
custom fields.  If somebody could give me some pointers, when I'm done, I
can then put this onto the wiki (after verifying it with this list).

Thanks,
Roman Steven
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From jens.andersson at teleservice.net  Thu Mar  9 06:59:07 2006
From: jens.andersson at teleservice.net (Jens Andersson)
Date: Thu, 9 Mar 2006 12:59:07 +0100
Subject: [rt-users] Logging DB password in http-error.log
Message-ID: <0BCD4AFDA07A9049928A34359243F7051A1161@sato.internal.teleservice.net>

> > We get this message in our apache http-error.log all the time.
> >
> > 49694 Apache::DBI             need ping: 49694 Apache::DBI
> > new connect to
> > 'dbname=rt3;host=localhost^\rt_user^\password^\AutoCommit=1^
> > \PrintError=
> > 1^\Username=rt_user'
> >
> > Why are the password logged in plain text?
> 
> Did you set LogLevel to 'debug' somewhere? And why do 
> untrustworthy people have access to your log files?

No, no debug loglevel.

And of course no, there are no untrustworthy people that have access to
our log files but passwords shouldn't be stored in our log files.

// Jens


From darling at ccdc.cam.ac.uk  Thu Mar  9 07:02:25 2006
From: darling at ccdc.cam.ac.uk (Toby Darling)
Date: Thu, 09 Mar 2006 12:02:25 +0000
Subject: [rt-users] Moving and freeing tickets with 1 button
In-Reply-To: <28612698BFE51241AB8EF079C3230A8B47CE44@EXC-1.247ms.com>
References: <28612698BFE51241AB8EF079C3230A8B47CE44@EXC-1.247ms.com>
Message-ID: <44101951.3020004@ccdc.cam.ac.uk>

Hi

Bj?rn Skovlund Ryd?n wrote:
> Hi,
> 
> We have a contractor that has access to one queue in our system, once
> they've completed their actions on tickets in this queue, they have
> to return it to our queue and assign it to nobody. 

I've done something like this.

Took a local copy of html/Ticket/Elements/ShowTransaction, and added the
following lump to the end:

my $group = RT::Group->new($RT::SystemUser);
$group->LoadUserDefinedGroup('development');
my $principal = new RT::Principal($Transaction->TicketObj->CurrentUser);
$principal->Load($Transaction->TicketObj->CurrentUser->id);
     if ( $group->HasMemberRecursively( $principal ) ) {
         $titlebar_commands .=
         "<a href=\"".$DisplayPath."?id="
         . $Transaction->Ticket
         . "&Queue=support"
         . "\">"
         . loc('Return')
         . "</a>]";

This will show a 'Return' link only to people in the 'development'
group; when clicked it instantly moves the ticket into the 'support'
queue. I'm not certain, but you may be able to add a '&Owner=Nobody'
after the Queue bit.

Alternatively, what may be more efficient is to add another link to the 
'Reply Resolve Take ...' menu in the top right: take a local copy of 
html/Ticket/Elements/Tabs and add another link through there; I've got 
an 'instant resolve' link:

if ( $Ticket->CurrentUserHasRight('ModifyTicket') ) {
     if ( $Ticket->Status ne 'resolved' ) {
         $actions->{'B'} = {
             path => "Ticket/Display.html?Status=resolved&id=" . $id,
             title => loc('Resolve') };
     }
}

Cheers
Toby



From pooka at t-online.de  Thu Mar  9 07:25:55 2006
From: pooka at t-online.de (Olaf Hamann)
Date: Thu, 09 Mar 2006 13:25:55 +0100
Subject: [rt-users] Is there a way to partly show tickets in a queue -
 depending on group membership
Message-ID: <44101ED3.60603@t-online.de>

Hello all,
I try to post my question again.
We are using RT 3.0.12 on freebsd 5.3 with mysql.
And we're very happy with that!

My question is about:

Is it possible to configure the RT
so that members of special groups only see tickets of each other in one 
queue?

example:
members of
  - group-company-a
  - group-company-b
  - group-company-c

should see their own tickets (we do have that already) and only tickets 
of other members of their group

in the topic-related queues

  - queue-hardware-related
  - queue-software-related


Reason for that is, that some companies don't want to share their issues 
with competitors.


Thank you very much,
Olaf Hamann




From cto at lanusa.com  Thu Mar  9 08:25:14 2006
From: cto at lanusa.com (Michael Erana)
Date: Thu, 9 Mar 2006 08:25:14 -0500
Subject: [rt-users] what about ldap ?
Message-ID: <FF4FA4421218954E9B0ACC1D01883FFB791DF9@pcn-exch1.pcn.local>

Just thought I'd add a link to this other overlay I found. I like the fact that is uses TLS...
 
http://www.justatheory.com/computers/programming/perl/rt/ldap_auth.html
 
Michael Era?a, CISSP
Chief Technology Officer
PC Network, Inc.

 
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From ruslan.zakirov at gmail.com  Thu Mar  9 08:45:09 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 9 Mar 2006 16:45:09 +0300
Subject: [rt-users] Is there a way to partly show tickets in a queue -
	depending on group membership
In-Reply-To: <44101ED3.60603@t-online.de>
References: <44101ED3.60603@t-online.de>
Message-ID: <589c94400603090545q8a3fab5j5ea4cb7c5ac5e992@mail.gmail.com>

I sent you reply http://marc.theaimsgroup.com/?l=rt-users&m=114168773031176&w=2
Why do you create new threads with the same questions?

On 3/9/06, Olaf Hamann <pooka at t-online.de> wrote:
> Hello all,
> I try to post my question again.
> We are using RT 3.0.12 on freebsd 5.3 with mysql.
> And we're very happy with that!
>
> My question is about:
>
> Is it possible to configure the RT
> so that members of special groups only see tickets of each other in one
> queue?
>
> example:
> members of
>   - group-company-a
>   - group-company-b
>   - group-company-c
>
> should see their own tickets (we do have that already) and only tickets
> of other members of their group
>
> in the topic-related queues
>
>   - queue-hardware-related
>   - queue-software-related
>
>
> Reason for that is, that some companies don't want to share their issues
> with competitors.
>
>
> Thank you very much,
> Olaf Hamann
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly 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 pjsm at fct.unl.pt  Thu Mar  9 09:33:29 2006
From: pjsm at fct.unl.pt (Paulo Matos)
Date: Thu, 9 Mar 2006 14:33:29 +0000 (WET)
Subject: [rt-users] rt database w/ multiple instances
In-Reply-To: <589c94400603081327y4089af3dga036aed3676a1f8@mail.gmail.com>
References: <Pine.LNX.4.62.0603081642220.11028@ruby.sacsa.fct.unl.pt> 
	<200603081808.k28I82Bm007908@remora.cc.uic.edu>
	<589c94400603081327y4089af3dga036aed3676a1f8@mail.gmail.com>
Message-ID: <Pine.LNX.4.62.0603091420450.11028@ruby.sacsa.fct.unl.pt>

On Thu, 9 Mar 2006, Ruslan Zakirov wrote:
> 
> > On Wed, 8 Mar 2006, Bob Goldstein wrote:
> > > What about mod_perl2 config directives:
> > > PerlOptions +Parent
> > > or
> > > PerlOptions +Clone
> > > http://perl.apache.org/docs/2.0/user/config/config.html#C_Parent_
> > > Wouldn't this do the trick?
> >
> > I've never played with mod_perl2.  Yes, the docs seems to indicate 
> > this would work. And it's really works.
> 
> Bob, I think next paragraph is wrong, AFAIK MP2 creates pool of 
> interpreters on server start and clone/create new ones only when 
> thereis no available in pool.

Yeap a closer look into the docs shows that, you can even tune the 
number of processes on the pool, with  PerlInterpStart and PerlInterpMax 
directives.

Anyone has played with this? I'm going to give it a shot.

Regards,

-- 
Paulo Matos


From ruslan.zakirov at gmail.com  Thu Mar  9 09:48:13 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 9 Mar 2006 17:48:13 +0300
Subject: [rt-users] rt database w/ multiple instances
In-Reply-To: <Pine.LNX.4.62.0603091420450.11028@ruby.sacsa.fct.unl.pt>
References: <Pine.LNX.4.62.0603081642220.11028@ruby.sacsa.fct.unl.pt>
	<200603081808.k28I82Bm007908@remora.cc.uic.edu>
	<589c94400603081327y4089af3dga036aed3676a1f8@mail.gmail.com>
	<Pine.LNX.4.62.0603091420450.11028@ruby.sacsa.fct.unl.pt>
Message-ID: <589c94400603090648s658f29eft6b70a24b2a92a2bc@mail.gmail.com>

On 3/9/06, Paulo Matos <pjsm at fct.unl.pt> wrote:
> On Thu, 9 Mar 2006, Ruslan Zakirov wrote:
> >
> > > On Wed, 8 Mar 2006, Bob Goldstein wrote:
> > > > What about mod_perl2 config directives:
> > > > PerlOptions +Parent
> > > > or
> > > > PerlOptions +Clone
> > > > http://perl.apache.org/docs/2.0/user/config/config.html#C_Parent_
> > > > Wouldn't this do the trick?
> > >
> > > I've never played with mod_perl2.  Yes, the docs seems to indicate
> > > this would work. And it's really works.
> >
> > Bob, I think next paragraph is wrong, AFAIK MP2 creates pool of
> > interpreters on server start and clone/create new ones only when
> > thereis no available in pool.
>
> Yeap a closer look into the docs shows that, you can even tune the
> number of processes on the pool, with  PerlInterpStart and PerlInterpMax
> directives.
>
> Anyone has played with this? I'm going to give it a shot.
I saw reports that "PerlOptions +Parent" works for multiple RT
instances in one apache instance, but didn't play much with that.

>
> Regards,
>
> --
> Paulo Matos
>


--
Best regards, Ruslan.

From timothy-flynn at uiowa.edu  Thu Mar  9 10:02:43 2006
From: timothy-flynn at uiowa.edu (Flynn, Timothy J)
Date: Thu, 9 Mar 2006 09:02:43 -0600
Subject: [rt-users] Scopes on Saving Searches
Message-ID: <B5007EEF41F3D311B80500805F31A6B62EF6C027@uihc-mail.uihc.uiowa.edu>

Is there a way to allow users to save only personal searches but not be
able to save searches to groups they belong to?  I'd like to only have
certain users that can save searches for groups, and others that can use
the group saved searches but not modify them.  But I would like all
users to be able to save their own searches for individual use.

Thanks,
-Tim



From S.G.Tranter at lboro.ac.uk  Thu Mar  9 10:49:14 2006
From: S.G.Tranter at lboro.ac.uk (Stewart Tranter)
Date: Thu, 09 Mar 2006 15:49:14 +0000
Subject: [rt-users] Double login required
Message-ID: <44104E7A.3000700@lboro.ac.uk>

Hello,

Our privileged users are experiencing a problem whereby they must login 
twice in order to perform an action on a ticket.  E.g. They open RT at 
the start of the day, login, click to take a case (or similar action) 
and have to login again.  RT will then behave normally for the rest of 
the day.

Has anyone else experienced this?  It's RT 3.5.5, just authenticating 
via the RT users table.

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 ruslan.zakirov at gmail.com  Thu Mar  9 10:54:47 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 9 Mar 2006 18:54:47 +0300
Subject: [rt-users] Double login required
In-Reply-To: <44104E7A.3000700@lboro.ac.uk>
References: <44104E7A.3000700@lboro.ac.uk>
Message-ID: <589c94400603090754i76f70b6bja05e113c61079bd5@mail.gmail.com>

Yep, this was reported and solution was found I think. Search in
rt-users@ archives.

On 3/9/06, Stewart Tranter <S.G.Tranter at lboro.ac.uk> wrote:
> Hello,
>
> Our privileged users are experiencing a problem whereby they must login
> twice in order to perform an action on a ticket.  E.g. They open RT at
> the start of the day, login, click to take a case (or similar action)
> and have to login again.  RT will then behave normally for the rest of
> the day.
>
> Has anyone else experienced this?  It's RT 3.5.5, just authenticating
> via the RT users table.
>
> 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
>


--
Best regards, Ruslan.

From pmettes at cfgo.com  Thu Mar  9 11:43:31 2006
From: pmettes at cfgo.com (Patrick Mettes)
Date: Thu, 9 Mar 2006 08:43:31 -0800
Subject: [rt-users] Close Tickets via email
Message-ID: <B46B14E27D687243B6E72F9A869B6A02011CD6E1@mohawk.corp.cfgo.com>



Whats it take to be able to close tickets from email? and or change ownership via email. 

Thanks


From timothy-flynn at uiowa.edu  Thu Mar  9 11:48:52 2006
From: timothy-flynn at uiowa.edu (Flynn, Timothy J)
Date: Thu, 9 Mar 2006 10:48:52 -0600
Subject: [rt-users] Error while trying to save/delete ticket searches
Message-ID: <B5007EEF41F3D311B80500805F31A6B62EF6C02B@uihc-mail.uihc.uiowa.edu>


I get the following error when I try to work with saved searches (create
or delete or even loading the page sometimes)

RT 3.4.5 apache2 



error:   	RT::Attribute::Name Unimplemented in RT::Attributes.
(/usr/local/rt3/lib/RT/Attributes_Overlay.pm line 81)
context:  	
...  	
492:  	else {
493:  	my ( $package, $filename, $line );
494:  	( $package, $filename, $line ) = caller;
495:  	
496:  	die "$AUTOLOAD Unimplemented in $package. ($filename line $line)
\n";
497:  	}
498:  	
499:  	}
500:  	
...  	
code stack:
/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm:496
/usr/local/rt3/lib/RT/Attributes_Overlay.pm:81
/usr/local/rt3/lib/RT/Attributes_Overlay.pm:73
/usr/local/rt3/lib/RT/Record.pm:193
/usr/local/rt3/share/html/Search/Build.html:735
/usr/local/rt3/share/html/autohandler:215



-Tim



From todd at chaka.net  Thu Mar  9 13:43:27 2006
From: todd at chaka.net (Todd Chapman)
Date: Thu, 9 Mar 2006 13:43:27 -0500
Subject: [rt-users] What's wrong with this search builder code?
Message-ID: <20060309184327.GV9283@chaka.net>

All,

I'm building a somewhat complicated query to find all
tickets that are linked to a ticket, including tickets
indirectly linked. The problem seems to be that the
Limit call doesn't make it into the SQL (see below.)

What am I doing wrong?

Thanks!

# perl link.pl
SELECT DISTINCT main.* FROM Tickets main , Links Links_1, Links Links_2, Tickets Tickets_3  WHERE ((Links_1.LocalTarget = Tickets_3.id)) AND ((Links_2.LocalTarget = Links_1.LocalBase)) AND ((main.id = Links_2.LocalTarget))

CODE:

#!/usr/bin/perl

use warnings;
use strict;

use lib qw( /opt/rt3/lib );

use RT;
use RT::Tickets;
use RT::Ticket;

RT::LoadConfig();
RT::Init();

my $Tickets1 = RT::Tickets->new( $RT::SystemUser );
$Tickets1->UnLimit;
my $Links1 = $Tickets1->NewAlias('Links');
my $Links2 = $Tickets1->NewAlias('Links');
my $Tickets2 = $Tickets1->NewAlias('Tickets');

$Tickets1->Join( ALIAS1 => 'main',
           FIELD1 => 'id',
           ALIAS2 => $Links2,
           FIELD2 => 'LocalTarget' );

$Tickets1->Join( ALIAS1 => $Links2,
           FIELD1 => 'LocalTarget',
           ALIAS2 => $Links1,
           FIELD2 => 'LocalBase' );

$Tickets1->Join( ALIAS1 => $Links1,
           FIELD1 => 'LocalTarget',
           ALIAS2 => $Tickets2,
           FIELD2 => 'id' );

$Tickets1->Limit( ALIAS => $Tickets2,
            FIELD => 'id',
            VALUE => 3377 );

print $Tickets1->BuildSelectQuery, "\n";



From dshannon at techfluent.com  Thu Mar  9 14:45:06 2006
From: dshannon at techfluent.com (Duncan Shannon)
Date: Thu, 9 Mar 2006 13:45:06 -0600
Subject: [rt-users] Error while trying to save/delete ticket searches
Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB4516EAE3@TF-FS2.internal.techfluent.com>

> 
> I get the following error when I try to work with saved searches
(create
> or delete or even loading the page sometimes)
> 
> RT 3.4.5 apache2
> 
> \


This might be a known type issue... 

I've had problems and had to back it out. 

Check this thread:

http://archives.free.net.ph/message/20051219.164016.f87d2d9d.en.html

duncan


From bryan at ayesha.phys.Virginia.EDU  Thu Mar  9 13:52:23 2006
From: bryan at ayesha.phys.Virginia.EDU (Bryan K. Wright)
Date: Thu, 09 Mar 2006 13:52:23 -0500
Subject: [rt-users] Including third-party correspondence in ticket history?
Message-ID: <200603091852.k29IqO116475@ayesha.phys.Virginia.EDU>

Hi folks,

	Earlier today I had to deal with a breakin.  I opened a new ticket
with the owner of the compromised machine as the requestor, then went
back and forth with him a few times by e-mail.  These e-mails were done
as "replies" within the ticket, and are all recorded in the ticket history.

	I also had to contact a couple of service providers, though.
I wrote e-mails to them, and received replies, outside of RT.  I didn't
want to just CC them on a reply or comment within RT, since I wanted
to change the subject line and send the message directly to the
relevant abuse addresses.  Still, it would be nice to have records of
these messages included in the ticket history.

	I guess what I'm looking for is a "New email" button beside
the "Reply" and "Comment" buttons.  It would behave like "comment",
but would allow me to specify the "To:" address of the outgoing mail.

	Is there a way to do this already?  I'm using RT 3.4.5, btw.

						Thanks,
						Bryan

-- 
========================================================================
Bryan Wright              |"If you take cranberries and stew them like 
Physics Department        | applesauce, they taste much more like prunes
University of Virginia    | than rhubarb does."  --  Groucho 
Charlottesville, VA  22901|			
(434) 924-7218            |         bryan at virginia.edu
========================================================================




From ruslan.zakirov at gmail.com  Thu Mar  9 17:07:31 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 10 Mar 2006 01:07:31 +0300
Subject: [rt-users] Logging DB password in http-error.log
In-Reply-To: <0BCD4AFDA07A9049928A34359243F7051A1161@sato.internal.teleservice.net>
References: <0BCD4AFDA07A9049928A34359243F7051A1161@sato.internal.teleservice.net>
Message-ID: <589c94400603091407t365e383cjadfe27a2544b7c11@mail.gmail.com>

You can see this only when Apache::DBI::DEBUG variable set to 1 or
greater, by default it's 0 and RT doesn't change it. Grep for this var
in your code or in httpd confs.

On 3/9/06, Jens Andersson <jens.andersson at teleservice.net> wrote:
> > > We get this message in our apache http-error.log all the time.
> > >
> > > 49694 Apache::DBI             need ping: 49694 Apache::DBI
> > > new connect to
> > > 'dbname=rt3;host=localhost^\rt_user^\password^\AutoCommit=1^
> > > \PrintError=
> > > 1^\Username=rt_user'
> > >
> > > Why are the password logged in plain text?
> >
> > Did you set LogLevel to 'debug' somewhere? And why do
> > untrustworthy people have access to your log files?
>
> No, no debug loglevel.
>
> And of course no, there are no untrustworthy people that have access to
> our log files but passwords shouldn't be stored in our log files.
>
> // Jens
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly 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 gurley at ion.chem.utk.edu  Thu Mar  9 16:22:37 2006
From: gurley at ion.chem.utk.edu (Bill Gurley)
Date: Thu, 09 Mar 2006 16:22:37 -0500
Subject: [rt-users] ldap-auth with rt Centos rpm install
Message-ID: <44109C9D.4010802@ion.chem.utk.edu>

I recently set up a new Centos 4.2 machine and installed rt with the 
rpm-install found here:

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

very smooth install, and it worked great with normal rt-internal 
authentication.  But I wanted to set up ldap authentication using this 
overlay and procedure:

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

But I never could get the overlay to work.  After spending several days 
on this, I've decided that there is something wrong with my rt 
installation that's preventing the overlay from working.  Or maybe I 
didn't install it correctly.  (The file paths in the Centos rpm-install 
are very different from other rt installations.)

I'm going to start over with ubuntu 5.10 and rt installed from apt-get. 
  But I'm more comfortable with Redhat-ish distributions.  Has anyone 
else tried to do ldap-auth overlay with the CentOS rpm install?

Thanks,


-Bill-

---------------------------------
  Bill Gurley, Technical Director
  Department of Chemistry
  Univ. of Tennessee, Knoxville


From purp at acm.org  Thu Mar  9 17:42:21 2006
From: purp at acm.org (Jim Meyer)
Date: Thu, 09 Mar 2006 14:42:21 -0800
Subject: [rt-users] what about ldap ?
In-Reply-To: <FF4FA4421218954E9B0ACC1D01883FFB791DF9@pcn-exch1.pcn.local>
References: <FF4FA4421218954E9B0ACC1D01883FFB791DF9@pcn-exch1.pcn.local>
Message-ID: <1141944141.13471.23.camel@zodiac.pdi.com>

On Thu, 2006-03-09 at 08:25 -0500, Michael Erana wrote:
> Just thought I'd add a link to this other overlay I found. I like the
> fact that is uses TLS...
>  
> http://www.justatheory.com/computers/programming/perl/rt/ldap_auth.html

Yup! That's also in the BP wiki:

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

There are several there; searching the wiki for LDAP will find them.

Cheers!

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



From djimenez at membersourcecu.org  Thu Mar  9 19:37:45 2006
From: djimenez at membersourcecu.org (Daniel Jimenez)
Date: Thu, 9 Mar 2006 18:37:45 -0600
Subject: [rt-users] Custom Action not performed if root
Message-ID: <B35695B49A8B124E81EB54BBDA6B3A5E020871@EXCHANGE01.ptt.org>

All,
 
I'm having trouble with the below...
 
# get actor ID
my $Actor = $self->TransactionObj->Creator;
 
# if actor is RT_SystemUser or root then get out of here
return 1 if $Actor == $RT::SystemUser->id;
return 1 if $Actor == root;
 
return 1;
 
I've tried == root and == 12 (the User's ID). Am I doing something
wrong?
 
Thanks,
Daniel Jimenez
MemberSource Credit Union
Information Systems Analyst
713-244-1122 voice
713-572-8940 fax
djimenez at membersourcecu.org <mailto:djimenez at membersourcecu.org> 
 
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From christou44 at yahoo.com  Thu Mar  9 20:36:10 2006
From: christou44 at yahoo.com (Angelo Christou)
Date: Thu, 9 Mar 2006 17:36:10 -0800 (PST)
Subject: [rt-users] Mail Gateway Help
Message-ID: <20060310013610.27755.qmail@web37309.mail.mud.yahoo.com>

Hello. I have just installed RT and so far so good.
I'm a little confused as to how to set up the mail
gateway.

I have installed RT on an internal server and all of
the company mail resides on an Exchange server outside
the local network. I have a dedicated support email
address on this Exchange server that I would like to
end up in RT.

I apologise if I've missed some documentation, however
most docs I've read assume access to a *nix system for
mail. Is there a way I can pipe mail from fetchmail to
the mail gateway program?

Is anyone else in this situation and have a soluntion
or instructions on how to do this?

Thank you kindy for any help. Ang

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


From todd at chaka.net  Thu Mar  9 22:38:52 2006
From: todd at chaka.net (Todd Chapman)
Date: Thu, 9 Mar 2006 22:38:52 -0500
Subject: [rt-users] Custom Action not performed if root
In-Reply-To: <B35695B49A8B124E81EB54BBDA6B3A5E020871@EXCHANGE01.ptt.org>
References: <B35695B49A8B124E81EB54BBDA6B3A5E020871@EXCHANGE01.ptt.org>
Message-ID: <20060310033852.GW9283@chaka.net>

On Thu, Mar 09, 2006 at 06:37:45PM -0600, Daniel Jimenez wrote:
> All,
>  
> I'm having trouble with the below...
>  
> # get actor ID
> my $Actor = $self->TransactionObj->Creator;
>  
> # if actor is RT_SystemUser or root then get out of here
> return 1 if $Actor == $RT::SystemUser->id;
> return 1 if $Actor == root;
>  
> return 1;
>  
> I've tried == root and == 12 (the User's ID). Am I doing something
> wrong?
>  

Daniel,

If you don't want the action performed you should return 0,
not 1.

-Todd


From jesse at bestpractical.com  Thu Mar  9 23:30:23 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 9 Mar 2006 23:30:23 -0500
Subject: [rt-users] What's wrong with this search builder code?
In-Reply-To: <20060310042517.GX9283@chaka.net>
References: <20060309184327.GV9283@chaka.net>
	<4410FB3D.4020504@bestpractical.com>
	<20060310042517.GX9283@chaka.net>
Message-ID: <20060310043023.GI27104@bestpractical.com>


> 
> Thanks. I did switch to _SQLLimit and _SQLJoin and things
> started working. Still haven't figured out the significance
> of one method over another. I don't think I will be able
> to get the SQL to do what I want though; find all tickets
> linked to a ticket, and all tickets linked to those
> tickets, etc....

Transitive closures in SQL are...hard and engine-specific Were they
easy, we'd have no CachedGroupMembers table



-- 


From ges at wingfoot.org  Thu Mar  9 23:50:56 2006
From: ges at wingfoot.org (Glenn Sieb)
Date: Thu, 09 Mar 2006 23:50:56 -0500
Subject: [rt-users] (really loooong) Internal Server Error 500's?
Message-ID: <441105B0.1010505@wingfoot.org>

If RT (v3.5.7 on Apache 2.0.55 w/ssl on FreeBSD 4.11-RELEASE) hasn't
been loaded up, in a browser, for a while (and thus the fcgi processes
die off), I'll get an error 500. If I hit "reload" it comes up fine.

If I try to update a bunch of tickets (say, more than 10), or try to
Shred more than 10 tickets or users at a time, I also get a 500, with
part of the job finished.

I get:
[Thu Mar 09 23:32:19 2006] [warn] FastCGI: (dynamic) server
"/sw/rt/bin/mason_handler.fcgi" (pid 89130) termination signaled
[Thu Mar 09 23:32:19 2006] [warn] FastCGI: (dynamic) server
"/sw/rt/bin/mason_handler.fcgi" (pid 89130) terminated due to uncaught
signal '15' (Terminated)

and
[Thu Mar 09 23:11:24 2006] [error] [client 68.196.127.120] FastCGI: comm
with (dynamic) server "/sw/rt/bin/mason_handler.fcgi" aborted: (first
read) idle timeout (30 sec), referer:
http://rt.wingfoot.org/Admin/Tools/Shredder?Plugin=Users&Ob
jects%3Alimit=&Objects%3AACE=&Objects%3AAttachment=&Objects%3ACachedGroupMember=
&Objects%3ACustomField=&Objects%3ACustomFieldValue=&Objects%3AGroupMember=&Objec
ts%3AGroup=&Objects%3ALink=&Objects%3APrincipal=&Objects%3AQueue=&Objects%3AScri
p=&Objects%3AScripAction=&Objects%3AScripCondition=&Objects%3ATemplate=&Objects%
3AObjectCustomFieldValue=&Objects%3ATicket=&Objects%3ATransaction=&Objects%3AUse
r=&Users%3Alimit=30&Users%3Astatus=any&Users%3Aname=&Users%3Aemail=&Users%3Arepl
ace_relations=&Attachments%3Alimit=&Attachments%3Afiles_only=&Attachments%3Afile
=&Attachments%3Alonger=&Tickets%3Alimit=&Tickets%3Aqueue=&Tickets%3Astatus=&Tick
ets%3Aupdated_before=&WipeoutObject=RT%3A%3AUser-1684&WipeoutObject=RT%3A%3AUser
-1312&WipeoutObject=RT%3A%3AUser-1098&WipeoutObject=RT%3A%3AUser-1306&WipeoutObj
ect=RT%3A%3AUser-1172&WipeoutObject=RT%3A%3AUser-1808&WipeoutObject=RT%3A%3AUser
-1702&Wipeout=Wipeout
[Thu Mar 09 23:11:24 2006] [error] [client 68.196.127.120] FastCGI:
incomplete headers (0 bytes) received from server
"/sw/rt/bin/mason_handler.fcgi", referer:
http://rt.wingfoot.org/Admin/Tools/Shredder?Plugin=Users&Objects%3Alimit=&Object
s%3AACE=&Objects%3AAttachment=&Objects%3ACachedGroupMember=&Objects%3ACustomFiel
d=&Objects%3ACustomFieldValue=&Objects%3AGroupMember=&Objects%3AGroup=&Objects%3
ALink=&Objects%3APrincipal=&Objects%3AQueue=&Objects%3AScrip=&Objects%3AScripAct
ion=&Objects%3AScripCondition=&Objects%3ATemplate=&Objects%3AObjectCustomFieldVa
lue=&Objects%3ATicket=&Objects%3ATransaction=&Objects%3AUser=&Users%3Alimit=30&U
sers%3Astatus=any&Users%3Aname=&Users%3Aemail=&Users%3Areplace_relations=&Attach
ments%3Alimit=&Attachments%3Afiles_only=&Attachments%3Afile=&Attachments%3Alonge
r=&Tickets%3Alimit=&Tickets%3Aqueue=&Tickets%3Astatus=&Tickets%3Aupdated_before=
&WipeoutObject=RT%3A%3AUser-1684&WipeoutObject=RT%3A%3AUser-1312&WipeoutObject=R
T%3A%3AUser-1098&WipeoutObject=RT%3A%3AUser-1306&WipeoutObject=RT%3A%3AUser-1172
&WipeoutObject=RT%3A%3AUser-1808&WipeoutObject=RT%3A%3AUser-1702&Wipeout=Wipeout
(END)

But nothing more interesting (or helpful) than that.

I *think* my config is pretty standard.. and the box is pretty spiffy at
2GHz with 1G of RAM.

Thanks in advance, as always!

Best,
--Glenn

(RT Tools/Configuration output here, with relevant Apache lines
following (keep in mind that /sw/rt is a symlink to /sw/rt-3.5.7):)

Loaded perl modules

Perl v5.8.8 under freebsd
  Apache::Session v1.6;
  Apache::Session::Generate::MD5 v2.1;
  Apache::Session::Lock::MySQL v1.00;
  Apache::Session::MySQL v1.01;
  Apache::Session::Serialize::Storable v1.00;
  Apache::Session::Store::DBI v1.02;
  Apache::Session::Store::MySQL v1.04;
  AutoLoader v5.60;
  base v2.03;
  Benchmark v1.07;
  bytes v1.02;
  Cache::Simple::TimedExpiry v0.23;
  capitalization v0.03;
  Carp v1.04;
  CGI v3.16;
  CGI::Cookie v1.26;
  CGI::Fast v1.06;
  CGI::Util v1.5;
  Class::Container v0.12;
  Class::Data::Inheritable v0.04;
  Class::ReturnValue v0.53;
  Clone v0.18;
  constant v1.05;
  Cwd v3.16;
  Data::Dumper v2.121;
  Date::Format v2.22;
  Date::Parse v2.27;
  DBD::mysql v3.0002;
  DBI v1.50;
  DBIx::SearchBuilder v1.39;
  DBIx::SearchBuilder::Union v0;
  DBIx::SearchBuilder::Unique v0.01;
  Devel::StackTrace v1.12;
  Devel::StackTraceFrame v0.6;
  Devel::Symdump v2.06;
  Digest::base v1.00;
  Digest::MD5 v2.36;
  DynaLoader v1.05;
  Encode v2.14;
  Encode::Alias v2.04;
  Encode::Config v2.01;
  Encode::Encoding v2.02;
  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 v2.74;
  File::Glob v1.05;
  File::Path v1.08;
  File::Spec v3.16;
  File::Spec::Unix v1.5;
  File::Temp v0.16;
  FileHandle v2.01;
  HTML::Entities v1.32;
  HTML::Mason v1.32;
  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 v3.50;
  HTML::Scrubber v0.08;
  I18N::LangTags v0.35;
  integer v1.00;
  IO v1.22;
  IO::File v1.13;
  IO::Handle v1.25;
  IO::InnerFile v2.110;
  IO::Lines v2.110;
  IO::Scalar v2.110;
  IO::ScalarArray v2.110;
  IO::Seekable v1.1;
  IO::Wrap v2.110;
  IO::WrapTie v2.110;
  IPC::Open2 v1.02;
  IPC::Open3 v1.02;
  lib v0.5565;
  List::Util v1.18;
  Locale::Maketext v1.09;
  Locale::Maketext::Fuzzy v0.02;
  Locale::Maketext::Lexicon v0.49;
  Locale::Maketext::Lexicon::Gettext v0.14;
  Log::Dispatch v2.11;
  Log::Dispatch::Base v1.09;
  Log::Dispatch::File v1.22;
  Log::Dispatch::Output v1.26;
  Log::Dispatch::Screen v1.17;
  Log::Dispatch::Syslog v1.18;
  Mail::Address v1.73;
  Mail::Field v1.73;
  Mail::Field::AddrList v1.73;
  Mail::Field::Date v1.73;
  Mail::Header v1.73;
  Mail::Internet v1.73;
  MIME::Base64 v3.07;
  MIME::Body v5.419;
  MIME::Decoder v5.419;
  MIME::Entity v5.419;
  MIME::Field::ContDisp v5.419;
  MIME::Field::ConTraEnc v5.419;
  MIME::Field::ContType v5.419;
  MIME::Field::ParamVal v5.419;
  MIME::Head v5.419;
  MIME::Parser v5.419;
  MIME::QuotedPrint v3.07;
  MIME::Tools v5.419;
  MIME::Words v5.419;
  Module::Versions::Report v1.02;
  overload v1.04;
  Params::Validate v0.78;
  POSIX v1.09;
  re v0.05;
  Regexp::Common v2.120;
  Regexp::Common::delimited v2.104;
  RT v3.5.7;
  RT::FM v2.2.0RC1;
  RT::Interface::Email v1.02;
  RTx::Shredder v0.03;
  Scalar::Util v1.18;
  SelectSaver v1.01;
  Socket v1.78;
  Storable v2.15;
  strict v1.03;
  Symbol v1.06;
  Sys::Syslog v0.13;
  Text::Autoformat v1.13;
  Text::Quoted v1.8;
  Text::Reform v1.11;
  Text::Tabs v98.112801;
  Text::Template v1.44;
  Text::Wrapper v1.000;
  Time::HiRes v1.87;
  Time::JulianDay v2003.1125;
  Time::Local v1.11;
  Time::ParseDate v2003.1126;
  Time::Timezone v2003.0211;
  Time::Zone v2.22;
  URI v1.35;
  URI::Escape v3.28;
  URI::URL v5.03;
  URI::WithBase v2.19;
  utf8 v1.06;
  vars v1.01;
  warnings v1.05;
  warnings::register v1.01;
  XSLoader v0.06;
  YAML v0.58;



RT Variables
RT::AmbiguousDayInPast 	1
RT::BasePath 	/sw/rt-3.5.7
RT::BinPath 	/sw/rt-3.5.7/bin
RT::CORE_CONFIG_FILE 	/sw/rt-3.5.7/etc/RT_Config.pm
RT::CommentAddress 	help-comment at wingfoot.org
RT::CompanySpecific 	Wingfoot.org
RT::CorrespondAddress 	help at wingfoot.org
RT::DatabaseHost 	localhost
RT::DatabaseName 	DB Name not printed
RT::DatabasePassword 	Password not printed
RT::DatabaseRTHost 	localhost
RT::DatabaseType 	mysql
RT::DatabaseUser 	Username not printed
RT::DateDayBeforeMonth 	1
RT::DefaultSearchResultFormat 	'<B><A
HREF="/Ticket/Display.html?id=__id__">__id__</a></B>/TITLE:#', '<B><A
HREF="/Ticket/Display.html?id=__id__">__Subject__</a></B>/TITLE:Subject',
Status, QueueName, OwnerName, Priority, '__NEWLINE__', '',
'<small>__Requestors__</small>', '<small>__CreatedRelative__</small>',
'<small>__ToldRelative__</small>',
'<small>__LastUpdatedRelative__</small>', '<small>__TimeLeft__</small>'
RT::DefaultSummaryRows 	10
RT::EmailOutputEncoding 	utf-8
RT::EtcPath 	/sw/rt-3.5.7/etc
RT::FriendlyFromLineFormat 	"%s via RT" <%s>
RT::FriendlyToLineFormat 	"%s of wingfoot.org Ticket #%s":;
RT::LinkTransactionsRun1Scrip 	1
RT::LocalEtcPath 	/sw/rt-3.5.7/local/etc
RT::LocalLexiconPath 	/sw/rt-3.5.7/local/po
RT::LocalPath 	/sw/rt-3.5.7/local
RT::LogDir 	/var/log
RT::LogToFile 	debug
RT::LogToFileNamed 	rt.log
RT::LogToScreen 	error
RT::LogToSyslog 	debug
RT::LogoURL 	/NoAuth/images/bplogo.gif
RT::LoopsToRTOwner 	1
RT::MailCommand 	sendmailpipe
RT::MasonComponentRoot 	/sw/rt-3.5.7/share/html
RT::MasonDataDir 	/sw/rt-3.5.7/var/mason_data
RT::MasonLocalComponentRoot 	/sw/rt-3.5.7/local/html
RT::MasonSessionDir 	/sw/rt-3.5.7/var/session_data
RT::MaxAttachmentSize 	10000000
RT::MaxInlineBody 	13456
RT::MessageBoxWidth 	72
RT::MessageBoxWrap 	HARD
RT::MinimumPasswordLength 	5
RT::Organization 	wingfoot.org
RT::OwnerEmail 	root
RT::ParseNewMessageForTicketCcs 	1
RT::RTAddressRegexp
^(help|mailman|postmaster|spamfilter|tposana-bugs)(-comment)?\@wingfoot\.org$
RT::RecordOutgoingEmail 	1
RT::RedistributeAutoGeneratedMessages 	privileged
RT::SITE_CONFIG_FILE 	/sw/rt-3.5.7/etc/RT_SiteConfig.pm
RT::SendmailArguments 	-oi -t
RT::SendmailBounceArguments 	-f "<>"
RT::SendmailPath 	/usr/local/sbin/sendmail
RT::Timezone 	America/New_York
RT::UseFriendlyFromLine 	1
RT::UseTransactionBatch 	1
RT::VERSION 	3.5.7
RT::VarPath 	/sw/rt-3.5.7/var
RT::WebBaseURL 	http://rt.wingfoot.org
RT::WebDefaultStylesheet 	3.5-default
RT::WebFlushDbCacheEveryRequest 	1
RT::WebImagesURL 	/NoAuth/images/
RT::WebPort 	80
RT::WebURL 	http://rt.wingfoot.org/
RT::rtname 	wingfoot.org
Perl configuration

Summary of my perl5 (revision 5 version 8 subversion 8) configuration:
  Platform:
    osname=freebsd, osvers=4.11-release-p11, archname=-freebsd-64int
    uname='freebsd caduceus.wingfoot.org 4.11-release-p11 freebsd
4.11-release-p11 #23: sun aug 28 18:36:36 edt 2005
root at caduceus.wingfoot.org:usrobjusrsrcsyswingfoot i386 '
    config_args='-sde -Dprefix=/usr/local
-Darchlib=/usr/local/lib/perl5/5.8.8/mach
-Dprivlib=/usr/local/lib/perl5/5.8.8
-Dman3dir=/usr/local/lib/perl5/5.8.8/perl/man/man3
-Dman1dir=/usr/local/man/man1
-Dsitearch=/usr/local/lib/perl5/site_perl/5.8.8/mach
-Dsitelib=/usr/local/lib/perl5/site_perl/5.8.8
-Dscriptdir=/usr/local/bin
-Dsiteman3dir=/usr/local/lib/perl5/5.8.8/man/man3
-Dsiteman1dir=/usr/local/man/man1 -Ui_malloc -Ui_iconv
-Uinstallusrbinperl -Dcc=cc -Duseshrplib
-Dccflags=-DAPPLLIB_EXP="/usr/local/lib/perl5/5.8.8/BSDPAN"
-Doptimize=-O -pipe  -Ud_dosuid -Ui_gdbm -Dusethreads=n -Dusemymalloc=y
-Duse64bitint'
    hint=recommended, useposix=true, d_sigaction=define
    usethreads=undef use5005threads=undef useithreads=undef
usemultiplicity=undef
    useperlio=define d_sfio=undef uselargefiles=define usesocks=undef
    use64bitint=define use64bitall=undef uselongdouble=undef
    usemymalloc=y, bincompat5005=undef
  Compiler:
    cc='cc', ccflags ='-DAPPLLIB_EXP="/usr/local/lib/perl5/5.8.8/BSDPAN"
-DHAS_FPSETMASK -DHAS_FLOATINGPOINT_H -fno-strict-aliasing -pipe
-I/usr/local/include',
    optimize='-O -pipe ',
    cppflags='-DAPPLLIB_EXP="/usr/local/lib/perl5/5.8.8/BSDPAN"
-DHAS_FPSETMASK -DHAS_FLOATINGPOINT_H -fno-strict-aliasing -pipe
-I/usr/local/include'
    ccversion='', gccversion='2.95.4 20020320 [FreeBSD]', gccosandvers=''
    intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=12345678
    d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12
    ivtype='long long', ivsize=8, nvtype='double', nvsize=8,
Off_t='off_t', lseeksize=8
    alignbytes=4, prototype=define
  Linker and Libraries:
    ld='cc', ldflags =' -Wl,-E -L/usr/local/lib'
    libpth=/usr/lib /usr/local/lib
    libs=-lgdbm -lm -lcrypt -lutil
    perllibs=-lm -lcrypt -lutil
    libc=, so=so, useshrplib=true, libperl=libperl.so
    gnulibc_version=''
  Dynamic Linking:
    dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='
-Wl,-R/usr/local/lib/perl5/5.8.8/mach/CORE'
    cccdlflags='-DPIC -fPIC', lddlflags='-shared  -L/usr/local/lib'

Apache httpd.conf lines:

<IfModule mod_fastcgi.c>
  FastCgiIpcDir /tmp
  FastCgiWrapper /usr/lib/apache/suexec
  FastCgiServer /sw/rt/bin/mason_handler.fcgi -idle-timeout 120 -user rt
-group rt -processes 10
</IfModule>

<VirtualHost *:80>

 UseCanonicalName off
 ServerName rt.wingfoot.org
 Alias /NoAuth/images/ /sw/rt/share/html/NoAuth/images/

 DocumentRoot /sw/rt/share/html

  CustomLog             /var/log/vhosts/rt.wingfoot.org/access.log combined
  ErrorLog              /var/log/vhosts/rt.wingfoot.org/error.log

  AddHandler fastcgi-script fcgi
  ScriptAlias / /sw/rt/bin/mason_handler.fcgi/

</VirtualHost>




-- 
"They that can give up essential liberty to obtain a little temporary
safety deserve neither liberty nor safety."
          ~Benjamin Franklin, Historical Review of Pennsylvania, 1759


From petipp at hotmail.com  Fri Mar 10 08:14:02 2006
From: petipp at hotmail.com (peti peti)
Date: Fri, 10 Mar 2006 13:14:02 +0000
Subject: [rt-users] RT add-ons
Message-ID: <BAY103-F22222BC4424682516CB3E0C7ED0@phx.gbl>

I have rt 3.4.4 installed.

Where can i download RT add-ons from?


thanks in advance,
gabriela




From ruslan.zakirov at gmail.com  Fri Mar 10 08:28:32 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 10 Mar 2006 16:28:32 +0300
Subject: [rt-users] (really loooong) Internal Server Error 500's?
In-Reply-To: <441105B0.1010505@wingfoot.org>
References: <441105B0.1010505@wingfoot.org>
Message-ID: <589c94400603100528y2c2669f0g3071acabc5f04fea@mail.gmail.com>

Hello, you see 500 error because of fast_cgi timeout, you can increase
that value. I'll fix that in new shredder release. you can use
shredder command line interface.

On 3/10/06, Glenn Sieb <ges at wingfoot.org> wrote:
> If RT (v3.5.7 on Apache 2.0.55 w/ssl on FreeBSD 4.11-RELEASE) hasn't
> been loaded up, in a browser, for a while (and thus the fcgi processes
> die off), I'll get an error 500. If I hit "reload" it comes up fine.
>
> If I try to update a bunch of tickets (say, more than 10), or try to
> Shred more than 10 tickets or users at a time, I also get a 500, with
> part of the job finished.
>
> I get:
> [Thu Mar 09 23:32:19 2006] [warn] FastCGI: (dynamic) server
> "/sw/rt/bin/mason_handler.fcgi" (pid 89130) termination signaled
> [Thu Mar 09 23:32:19 2006] [warn] FastCGI: (dynamic) server
> "/sw/rt/bin/mason_handler.fcgi" (pid 89130) terminated due to uncaught
> signal '15' (Terminated)
>
> and
> [Thu Mar 09 23:11:24 2006] [error] [client 68.196.127.120] FastCGI: comm
> with (dynamic) server "/sw/rt/bin/mason_handler.fcgi" aborted: (first
> read) idle timeout (30 sec), referer:
> http://rt.wingfoot.org/Admin/Tools/Shredder?Plugin=Users&Ob
> jects%3Alimit=&Objects%3AACE=&Objects%3AAttachment=&Objects%3ACachedGroupMember=
> &Objects%3ACustomField=&Objects%3ACustomFieldValue=&Objects%3AGroupMember=&Objec
> ts%3AGroup=&Objects%3ALink=&Objects%3APrincipal=&Objects%3AQueue=&Objects%3AScri
> p=&Objects%3AScripAction=&Objects%3AScripCondition=&Objects%3ATemplate=&Objects%
> 3AObjectCustomFieldValue=&Objects%3ATicket=&Objects%3ATransaction=&Objects%3AUse
> r=&Users%3Alimit=30&Users%3Astatus=any&Users%3Aname=&Users%3Aemail=&Users%3Arepl
> ace_relations=&Attachments%3Alimit=&Attachments%3Afiles_only=&Attachments%3Afile
> =&Attachments%3Alonger=&Tickets%3Alimit=&Tickets%3Aqueue=&Tickets%3Astatus=&Tick
> ets%3Aupdated_before=&WipeoutObject=RT%3A%3AUser-1684&WipeoutObject=RT%3A%3AUser
> -1312&WipeoutObject=RT%3A%3AUser-1098&WipeoutObject=RT%3A%3AUser-1306&WipeoutObj
> ect=RT%3A%3AUser-1172&WipeoutObject=RT%3A%3AUser-1808&WipeoutObject=RT%3A%3AUser
> -1702&Wipeout=Wipeout
> [Thu Mar 09 23:11:24 2006] [error] [client 68.196.127.120] FastCGI:
> incomplete headers (0 bytes) received from server
> "/sw/rt/bin/mason_handler.fcgi", referer:
> http://rt.wingfoot.org/Admin/Tools/Shredder?Plugin=Users&Objects%3Alimit=&Object
> s%3AACE=&Objects%3AAttachment=&Objects%3ACachedGroupMember=&Objects%3ACustomFiel
> d=&Objects%3ACustomFieldValue=&Objects%3AGroupMember=&Objects%3AGroup=&Objects%3
> ALink=&Objects%3APrincipal=&Objects%3AQueue=&Objects%3AScrip=&Objects%3AScripAct
> ion=&Objects%3AScripCondition=&Objects%3ATemplate=&Objects%3AObjectCustomFieldVa
> lue=&Objects%3ATicket=&Objects%3ATransaction=&Objects%3AUser=&Users%3Alimit=30&U
> sers%3Astatus=any&Users%3Aname=&Users%3Aemail=&Users%3Areplace_relations=&Attach
> ments%3Alimit=&Attachments%3Afiles_only=&Attachments%3Afile=&Attachments%3Alonge
> r=&Tickets%3Alimit=&Tickets%3Aqueue=&Tickets%3Astatus=&Tickets%3Aupdated_before=
> &WipeoutObject=RT%3A%3AUser-1684&WipeoutObject=RT%3A%3AUser-1312&WipeoutObject=R
> T%3A%3AUser-1098&WipeoutObject=RT%3A%3AUser-1306&WipeoutObject=RT%3A%3AUser-1172
> &WipeoutObject=RT%3A%3AUser-1808&WipeoutObject=RT%3A%3AUser-1702&Wipeout=Wipeout
> (END)
>
> But nothing more interesting (or helpful) than that.
>
> I *think* my config is pretty standard.. and the box is pretty spiffy at
> 2GHz with 1G of RAM.
>
> Thanks in advance, as always!
>
> Best,
> --Glenn
>
> (RT Tools/Configuration output here, with relevant Apache lines
> following (keep in mind that /sw/rt is a symlink to /sw/rt-3.5.7):)
>
> Loaded perl modules
>
> Perl v5.8.8 under freebsd
>   Apache::Session v1.6;
>   Apache::Session::Generate::MD5 v2.1;
>   Apache::Session::Lock::MySQL v1.00;
>   Apache::Session::MySQL v1.01;
>   Apache::Session::Serialize::Storable v1.00;
>   Apache::Session::Store::DBI v1.02;
>   Apache::Session::Store::MySQL v1.04;
>   AutoLoader v5.60;
>   base v2.03;
>   Benchmark v1.07;
>   bytes v1.02;
>   Cache::Simple::TimedExpiry v0.23;
>   capitalization v0.03;
>   Carp v1.04;
>   CGI v3.16;
>   CGI::Cookie v1.26;
>   CGI::Fast v1.06;
>   CGI::Util v1.5;
>   Class::Container v0.12;
>   Class::Data::Inheritable v0.04;
>   Class::ReturnValue v0.53;
>   Clone v0.18;
>   constant v1.05;
>   Cwd v3.16;
>   Data::Dumper v2.121;
>   Date::Format v2.22;
>   Date::Parse v2.27;
>   DBD::mysql v3.0002;
>   DBI v1.50;
>   DBIx::SearchBuilder v1.39;
>   DBIx::SearchBuilder::Union v0;
>   DBIx::SearchBuilder::Unique v0.01;
>   Devel::StackTrace v1.12;
>   Devel::StackTraceFrame v0.6;
>   Devel::Symdump v2.06;
>   Digest::base v1.00;
>   Digest::MD5 v2.36;
>   DynaLoader v1.05;
>   Encode v2.14;
>   Encode::Alias v2.04;
>   Encode::Config v2.01;
>   Encode::Encoding v2.02;
>   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 v2.74;
>   File::Glob v1.05;
>   File::Path v1.08;
>   File::Spec v3.16;
>   File::Spec::Unix v1.5;
>   File::Temp v0.16;
>   FileHandle v2.01;
>   HTML::Entities v1.32;
>   HTML::Mason v1.32;
>   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 v3.50;
>   HTML::Scrubber v0.08;
>   I18N::LangTags v0.35;
>   integer v1.00;
>   IO v1.22;
>   IO::File v1.13;
>   IO::Handle v1.25;
>   IO::InnerFile v2.110;
>   IO::Lines v2.110;
>   IO::Scalar v2.110;
>   IO::ScalarArray v2.110;
>   IO::Seekable v1.1;
>   IO::Wrap v2.110;
>   IO::WrapTie v2.110;
>   IPC::Open2 v1.02;
>   IPC::Open3 v1.02;
>   lib v0.5565;
>   List::Util v1.18;
>   Locale::Maketext v1.09;
>   Locale::Maketext::Fuzzy v0.02;
>   Locale::Maketext::Lexicon v0.49;
>   Locale::Maketext::Lexicon::Gettext v0.14;
>   Log::Dispatch v2.11;
>   Log::Dispatch::Base v1.09;
>   Log::Dispatch::File v1.22;
>   Log::Dispatch::Output v1.26;
>   Log::Dispatch::Screen v1.17;
>   Log::Dispatch::Syslog v1.18;
>   Mail::Address v1.73;
>   Mail::Field v1.73;
>   Mail::Field::AddrList v1.73;
>   Mail::Field::Date v1.73;
>   Mail::Header v1.73;
>   Mail::Internet v1.73;
>   MIME::Base64 v3.07;
>   MIME::Body v5.419;
>   MIME::Decoder v5.419;
>   MIME::Entity v5.419;
>   MIME::Field::ContDisp v5.419;
>   MIME::Field::ConTraEnc v5.419;
>   MIME::Field::ContType v5.419;
>   MIME::Field::ParamVal v5.419;
>   MIME::Head v5.419;
>   MIME::Parser v5.419;
>   MIME::QuotedPrint v3.07;
>   MIME::Tools v5.419;
>   MIME::Words v5.419;
>   Module::Versions::Report v1.02;
>   overload v1.04;
>   Params::Validate v0.78;
>   POSIX v1.09;
>   re v0.05;
>   Regexp::Common v2.120;
>   Regexp::Common::delimited v2.104;
>   RT v3.5.7;
>   RT::FM v2.2.0RC1;
>   RT::Interface::Email v1.02;
>   RTx::Shredder v0.03;
>   Scalar::Util v1.18;
>   SelectSaver v1.01;
>   Socket v1.78;
>   Storable v2.15;
>   strict v1.03;
>   Symbol v1.06;
>   Sys::Syslog v0.13;
>   Text::Autoformat v1.13;
>   Text::Quoted v1.8;
>   Text::Reform v1.11;
>   Text::Tabs v98.112801;
>   Text::Template v1.44;
>   Text::Wrapper v1.000;
>   Time::HiRes v1.87;
>   Time::JulianDay v2003.1125;
>   Time::Local v1.11;
>   Time::ParseDate v2003.1126;
>   Time::Timezone v2003.0211;
>   Time::Zone v2.22;
>   URI v1.35;
>   URI::Escape v3.28;
>   URI::URL v5.03;
>   URI::WithBase v2.19;
>   utf8 v1.06;
>   vars v1.01;
>   warnings v1.05;
>   warnings::register v1.01;
>   XSLoader v0.06;
>   YAML v0.58;
>
>
>
> RT Variables
> RT::AmbiguousDayInPast  1
> RT::BasePath    /sw/rt-3.5.7
> RT::BinPath     /sw/rt-3.5.7/bin
> RT::CORE_CONFIG_FILE    /sw/rt-3.5.7/etc/RT_Config.pm
> RT::CommentAddress      help-comment at wingfoot.org
> RT::CompanySpecific     Wingfoot.org
> RT::CorrespondAddress   help at wingfoot.org
> RT::DatabaseHost        localhost
> RT::DatabaseName        DB Name not printed
> RT::DatabasePassword    Password not printed
> RT::DatabaseRTHost      localhost
> RT::DatabaseType        mysql
> RT::DatabaseUser        Username not printed
> RT::DateDayBeforeMonth  1
> RT::DefaultSearchResultFormat   '<B><A
> HREF="/Ticket/Display.html?id=__id__">__id__</a></B>/TITLE:#', '<B><A
> HREF="/Ticket/Display.html?id=__id__">__Subject__</a></B>/TITLE:Subject',
> Status, QueueName, OwnerName, Priority, '__NEWLINE__', '',
> '<small>__Requestors__</small>', '<small>__CreatedRelative__</small>',
> '<small>__ToldRelative__</small>',
> '<small>__LastUpdatedRelative__</small>', '<small>__TimeLeft__</small>'
> RT::DefaultSummaryRows  10
> RT::EmailOutputEncoding         utf-8
> RT::EtcPath     /sw/rt-3.5.7/etc
> RT::FriendlyFromLineFormat      "%s via RT" <%s>
> RT::FriendlyToLineFormat        "%s of wingfoot.org Ticket #%s":;
> RT::LinkTransactionsRun1Scrip   1
> RT::LocalEtcPath        /sw/rt-3.5.7/local/etc
> RT::LocalLexiconPath    /sw/rt-3.5.7/local/po
> RT::LocalPath   /sw/rt-3.5.7/local
> RT::LogDir      /var/log
> RT::LogToFile   debug
> RT::LogToFileNamed      rt.log
> RT::LogToScreen         error
> RT::LogToSyslog         debug
> RT::LogoURL     /NoAuth/images/bplogo.gif
> RT::LoopsToRTOwner      1
> RT::MailCommand         sendmailpipe
> RT::MasonComponentRoot  /sw/rt-3.5.7/share/html
> RT::MasonDataDir        /sw/rt-3.5.7/var/mason_data
> RT::MasonLocalComponentRoot     /sw/rt-3.5.7/local/html
> RT::MasonSessionDir     /sw/rt-3.5.7/var/session_data
> RT::MaxAttachmentSize   10000000
> RT::MaxInlineBody       13456
> RT::MessageBoxWidth     72
> RT::MessageBoxWrap      HARD
> RT::MinimumPasswordLength       5
> RT::Organization        wingfoot.org
> RT::OwnerEmail  root
> RT::ParseNewMessageForTicketCcs         1
> RT::RTAddressRegexp
> ^(help|mailman|postmaster|spamfilter|tposana-bugs)(-comment)?\@wingfoot\.org$
> RT::RecordOutgoingEmail         1
> RT::RedistributeAutoGeneratedMessages   privileged
> RT::SITE_CONFIG_FILE    /sw/rt-3.5.7/etc/RT_SiteConfig.pm
> RT::SendmailArguments   -oi -t
> RT::SendmailBounceArguments     -f "<>"
> RT::SendmailPath        /usr/local/sbin/sendmail
> RT::Timezone    America/New_York
> RT::UseFriendlyFromLine         1
> RT::UseTransactionBatch         1
> RT::VERSION     3.5.7
> RT::VarPath     /sw/rt-3.5.7/var
> RT::WebBaseURL  http://rt.wingfoot.org
> RT::WebDefaultStylesheet        3.5-default
> RT::WebFlushDbCacheEveryRequest         1
> RT::WebImagesURL        /NoAuth/images/
> RT::WebPort     80
> RT::WebURL      http://rt.wingfoot.org/
> RT::rtname      wingfoot.org
> Perl configuration
>
> Summary of my perl5 (revision 5 version 8 subversion 8) configuration:
>   Platform:
>     osname=freebsd, osvers=4.11-release-p11, archname=-freebsd-64int
>     uname='freebsd caduceus.wingfoot.org 4.11-release-p11 freebsd
> 4.11-release-p11 #23: sun aug 28 18:36:36 edt 2005
> root at caduceus.wingfoot.org:usrobjusrsrcsyswingfoot i386 '
>     config_args='-sde -Dprefix=/usr/local
> -Darchlib=/usr/local/lib/perl5/5.8.8/mach
> -Dprivlib=/usr/local/lib/perl5/5.8.8
> -Dman3dir=/usr/local/lib/perl5/5.8.8/perl/man/man3
> -Dman1dir=/usr/local/man/man1
> -Dsitearch=/usr/local/lib/perl5/site_perl/5.8.8/mach
> -Dsitelib=/usr/local/lib/perl5/site_perl/5.8.8
> -Dscriptdir=/usr/local/bin
> -Dsiteman3dir=/usr/local/lib/perl5/5.8.8/man/man3
> -Dsiteman1dir=/usr/local/man/man1 -Ui_malloc -Ui_iconv
> -Uinstallusrbinperl -Dcc=cc -Duseshrplib
> -Dccflags=-DAPPLLIB_EXP="/usr/local/lib/perl5/5.8.8/BSDPAN"
> -Doptimize=-O -pipe  -Ud_dosuid -Ui_gdbm -Dusethreads=n -Dusemymalloc=y
> -Duse64bitint'
>     hint=recommended, useposix=true, d_sigaction=define
>     usethreads=undef use5005threads=undef useithreads=undef
> usemultiplicity=undef
>     useperlio=define d_sfio=undef uselargefiles=define usesocks=undef
>     use64bitint=define use64bitall=undef uselongdouble=undef
>     usemymalloc=y, bincompat5005=undef
>   Compiler:
>     cc='cc', ccflags ='-DAPPLLIB_EXP="/usr/local/lib/perl5/5.8.8/BSDPAN"
> -DHAS_FPSETMASK -DHAS_FLOATINGPOINT_H -fno-strict-aliasing -pipe
> -I/usr/local/include',
>     optimize='-O -pipe ',
>     cppflags='-DAPPLLIB_EXP="/usr/local/lib/perl5/5.8.8/BSDPAN"
> -DHAS_FPSETMASK -DHAS_FLOATINGPOINT_H -fno-strict-aliasing -pipe
> -I/usr/local/include'
>     ccversion='', gccversion='2.95.4 20020320 [FreeBSD]', gccosandvers=''
>     intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=12345678
>     d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12
>     ivtype='long long', ivsize=8, nvtype='double', nvsize=8,
> Off_t='off_t', lseeksize=8
>     alignbytes=4, prototype=define
>   Linker and Libraries:
>     ld='cc', ldflags =' -Wl,-E -L/usr/local/lib'
>     libpth=/usr/lib /usr/local/lib
>     libs=-lgdbm -lm -lcrypt -lutil
>     perllibs=-lm -lcrypt -lutil
>     libc=, so=so, useshrplib=true, libperl=libperl.so
>     gnulibc_version=''
>   Dynamic Linking:
>     dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='
> -Wl,-R/usr/local/lib/perl5/5.8.8/mach/CORE'
>     cccdlflags='-DPIC -fPIC', lddlflags='-shared  -L/usr/local/lib'
>
> Apache httpd.conf lines:
>
> <IfModule mod_fastcgi.c>
>   FastCgiIpcDir /tmp
>   FastCgiWrapper /usr/lib/apache/suexec
>   FastCgiServer /sw/rt/bin/mason_handler.fcgi -idle-timeout 120 -user rt
> -group rt -processes 10
> </IfModule>
>
> <VirtualHost *:80>
>
>  UseCanonicalName off
>  ServerName rt.wingfoot.org
>  Alias /NoAuth/images/ /sw/rt/share/html/NoAuth/images/
>
>  DocumentRoot /sw/rt/share/html
>
>   CustomLog             /var/log/vhosts/rt.wingfoot.org/access.log combined
>   ErrorLog              /var/log/vhosts/rt.wingfoot.org/error.log
>
>   AddHandler fastcgi-script fcgi
>   ScriptAlias / /sw/rt/bin/mason_handler.fcgi/
>
> </VirtualHost>
>
>
>
>
> --
> "They that can give up essential liberty to obtain a little temporary
> safety deserve neither liberty nor safety."
>           ~Benjamin Franklin, Historical Review of Pennsylvania, 1759
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly 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 ges at wingfoot.org  Fri Mar 10 08:39:51 2006
From: ges at wingfoot.org (Glenn Sieb)
Date: Fri, 10 Mar 2006 08:39:51 -0500
Subject: [rt-users] (really loooong) Internal Server Error 500's?
In-Reply-To: <589c94400603100528y2c2669f0g3071acabc5f04fea@mail.gmail.com>
References: <441105B0.1010505@wingfoot.org>
	<589c94400603100528y2c2669f0g3071acabc5f04fea@mail.gmail.com>
Message-ID: <441181A7.1080200@wingfoot.org>

Ruslan Zakirov said the following on 3/10/2006 8:28 AM:
> Hello, you see 500 error because of fast_cgi timeout, you can increase
> that value. I'll fix that in new shredder release. you can use
> shredder command line interface.

Thanks, Ruslan! :) I gather you mean this options for mod_fastcgi:

-appConnTimeout 240

(or whatever, I figured I'd start there.. if some process is taking more
than 4 minutes to run.. ;-) )

I also added the -startDelay 20 to give the fcgi process a chance to
start, again, starting from there.

Thanks again!
Best,
--Glenn
-- 
"They that can give up essential liberty to obtain a little temporary
safety deserve neither liberty nor safety."
          ~Benjamin Franklin, Historical Review of Pennsylvania, 1759


From gurley at ion.chem.utk.edu  Fri Mar 10 08:47:51 2006
From: gurley at ion.chem.utk.edu (Bill Gurley)
Date: Fri, 10 Mar 2006 08:47:51 -0500
Subject: [rt-users] ldap-auth with rt Centos rpm install
In-Reply-To: <4410AED3.8030405@gmail.com>
References: <44109C9D.4010802@ion.chem.utk.edu> <4410AED3.8030405@gmail.com>
Message-ID: <44118387.7090907@ion.chem.utk.edu>

Chaim Rieger wrote:
> Bill Gurley wrote:
> 
>> I recently set up a new Centos 4.2 machine and installed rt with the 
>> rpm-install found here:
>>
>> http://wiki.bestpractical.com/index.cgi?RPMInstall
>>
>> very smooth install, and it worked great with normal rt-internal 
>> authentication.  But I wanted to set up ldap authentication using this 
>> overlay and procedure:
>>
>> http://wiki.bestpractical.com/index.cgi?LDAP
>>
>> But I never could get the overlay to work.  After spending several 
>> days on this, I've decided that there is something wrong with my rt 
>> installation that's preventing the overlay from working.  Or maybe I 
>> didn't install it correctly.  (The file paths in the Centos 
>> rpm-install are very different from other rt installations.)
>>
>> I'm going to start over with ubuntu 5.10 and rt installed from 
>> apt-get.  But I'm more comfortable with Redhat-ish distributions.  Has 
>> anyone else tried to do ldap-auth overlay with the CentOS rpm install?
>>
> 
> can you please post the ldap lines from your siteconfig.pm, i've used 
> ldap overlay many times never had too much of an issue.


Chaim:

It seems that this rt system is not even calling the ldap code, but as 
you requested, below are the ldap lines from my Site_Config.pm file. 
The ldap server is internal to the rt machine, so I did no edits below 
the line "### IF YOU USE THE SAME LDAP SERVER FOR AUTH AND INFO STOP 
HERE ###".

My rt log does not mention anything about ldap.  The only thing in the 
log are lines "FAILED LOGIN for...", which I think is the failure to 
login using the internal rt login.  Also let me emphasize that users 
that I created in the rt internal system DO login just fine.

This Centos rpm install has all of the overlays, Users.pm, Ticket.pm 
etc. in /usr/lib/rt/RT, so that is where I placed the User_Local.pm for 
the ldap overlay.  The RT_SiteConfig.pm file was placed in /etc/rt.

Also note that the original file has the $LdapUser and $LdapPass lines 
commented out.  I have tried it with these lines active and not active.

I appreciate any suggestions.

----------------------------------------------------------------

### What auth methods do you like and in what order?
Set($AuthMethods, ['LDAP', 'Internal']);

### LDAP Settings
#
# There are two different branches of this: LdapAuth* and LdapInfo*;
# additionally, most of the old Ldap* variables are honored, too.
#
# This means if you only have one LDAP server/config you can just set
# "LdapServer", "LdapUser", etc. and they will be used for both
# authentication and information

### Enable/Disable LDAP services
Set($LdapExternalAuth, 1);
Set($LdapExternalInfo, 1);

### Common Settings: affecting both auth and info services

# Map RT attributes to LDAP attributes
Set($LdapAttrMap, {'Name' => 'uid',
                    'EmailAddress' => 'mail',
                    'Organization' => 'ou',
                    'RealName' => 'cn',
                    'ExternalContactInfoId' => 'dn',
                    'ExternalAuthId' => 'uid',
                    'Gecos' => 'gecos',
                    'WorkPhone' => 'telephoneNumber',
                    'Address1' => 'roomNumber',
                    'Address2' => 'physicalDeliveryOfficeName'}
);

# A list of RT attrs which can uniquely identify a user,
# ordered from most to least preferred.
Set($LdapRTAttrMatchList, ['ExternalContactInfoId', 'Name',
                            'EmailAddress', 'RealName',
                            'WorkPhone', 'Address2']
);

# A list of LDAP attrs to examine when canonicalizing email addresses,
# ordered from most to least preferred
Set($LdapEmailAttrMatchList, ['mail', 'mailRoutingAddress',
                               'mailAlternateAddress']
);

# The basics; if set, these override $RT::LdapAuth* and $RT::LdapInfo*
Set($LdapServer, 'localhost');
Set($LdapBase, 'ou=Users,dc=chem,dc=utk,dc=edu');
Set($LdapFilter, "(objectclass=posixAccount)");
Set($LdapUser, 'cn=Manager,ou=Users,dc=chem,dc=utk,dc=edu');
Set($LdapPass, 'secret');

# If you set these, only members of this group can auth via LDAP
#Set($LdapGroup, 'cn=RT,ou=Group,dc=example,dc=com');
#Set($LdapGroupAttr, 'uniqueMember');

# These turn on SSL for LDAP
#Set($LdapTLS, 0);
#Set($LdapSSLVersion, 3);

1;

-------------------------------------------------------


-Bill-

---------------------------------
  Bill Gurley, Technical Director
  Department of Chemistry
  Univ. of Tennessee, Knoxville


From gurley at ion.chem.utk.edu  Fri Mar 10 08:51:36 2006
From: gurley at ion.chem.utk.edu (Bill Gurley)
Date: Fri, 10 Mar 2006 08:51:36 -0500
Subject: [rt-users] ldap-auth with rt Centos rpm install
In-Reply-To: <1141944199.13471.26.camel@zodiac.pdi.com>
References: <44109C9D.4010802@ion.chem.utk.edu>
	<1141944199.13471.26.camel@zodiac.pdi.com>
Message-ID: <44118468.5050606@ion.chem.utk.edu>

Jim Meyer wrote:
> On Thu, 2006-03-09 at 16:22 -0500, Bill Gurley wrote:
> 
>>I recently set up a new Centos 4.2 machine and installed rt with the 
>>rpm-install found here:
>>
>>http://wiki.bestpractical.com/index.cgi?RPMInstall
>>
>>very smooth install, and it worked great with normal rt-internal 
>>authentication.  But I wanted to set up ldap authentication using this 
>>overlay and procedure:
>>
>>http://wiki.bestpractical.com/index.cgi?LDAP
>>
>>But I never could get the overlay to work.  After spending several days 
>>on this, I've decided that there is something wrong with my rt 
>>installation that's preventing the overlay from working.  Or maybe I 
>>didn't install it correctly.  (The file paths in the Centos rpm-install 
>>are very different from other rt installations.)
>>
>>I'm going to start over with ubuntu 5.10 and rt installed from apt-get. 
>>  But I'm more comfortable with Redhat-ish distributions.  Has anyone 
>>else tried to do ldap-auth overlay with the CentOS rpm install?
> 
> 
> Before you go too far, could you post the result of this command:
> 
>     egrep -i 'LDAP|Is.*Password' /path/to/rt/var/log/rt.log
> 
> ... it might provide some clues.
> 
> Thanks!
> 
> --j


Jim:

Thanks, but that comes up with zilch.  The only thing in my rt.log are 
lines like this:

[error]: FAILED LOGIN for barnes from 160.36.xxx.xxx 
(/var/rt/html/autohandler:191)

Users created in the rt internal system can login.  When I try to login 
as one of the ldap users, I get a line like the above.  Sounds to me 
like it's not even trying ldap.


-Bill-

---------------------------------
  Bill Gurley, Technical Director
  Department of Chemistry
  Univ. of Tennessee, Knoxville


From todd at chaka.net  Fri Mar 10 08:54:58 2006
From: todd at chaka.net (Todd Chapman)
Date: Fri, 10 Mar 2006 08:54:58 -0500
Subject: [rt-users] Re: [Rt-devel] RT add-ons
In-Reply-To: <BAY103-F22222BC4424682516CB3E0C7ED0@phx.gbl>
References: <BAY103-F22222BC4424682516CB3E0C7ED0@phx.gbl>
Message-ID: <20060310135458.GY9283@chaka.net>

On Fri, Mar 10, 2006 at 01:14:02PM +0000, peti peti wrote:
> I have rt 3.4.4 installed.
> 
> Where can i download RT add-ons from?
> 
> 
> thanks in advance,
> gabriela
> 

Some can be downloaded from CPAN (http://search.cpan.org/)

Some good ones:

* RTx::Shredder
* RTx::RightsMatrix

Others can be had from Best Practical (http://www.bestpractical.com/):

* RTFM
* RTIR

My Asset Tracking add-on can be downloaded from http://atwiki.chaka.net/

-Todd


From rainer at ultra-secure.de  Fri Mar 10 08:57:27 2006
From: rainer at ultra-secure.de (Rainer Duffner)
Date: Fri, 10 Mar 2006 14:57:27 +0100
Subject: [rt-users] Mail Gateway Help
In-Reply-To: <20060310013610.27755.qmail@web37309.mail.mud.yahoo.com>
References: <20060310013610.27755.qmail@web37309.mail.mud.yahoo.com>
Message-ID: <441185C7.5080009@ultra-secure.de>

Angelo Christou wrote:

[bla MSEX...bla...snip]

http://wiki.bestpractical.com/index.cgi?POP3Mailgate


The Exchange-Server must have POP3 enabled.

I don't think, fetchmail does MS-RPC.



cheers,
Rainer



From ges at wingfoot.org  Fri Mar 10 09:13:18 2006
From: ges at wingfoot.org (Glenn Sieb)
Date: Fri, 10 Mar 2006 09:13:18 -0500
Subject: [rt-users] Re: [Rt-devel] RT add-ons
In-Reply-To: <20060310135458.GY9283@chaka.net>
References: <BAY103-F22222BC4424682516CB3E0C7ED0@phx.gbl>
	<20060310135458.GY9283@chaka.net>
Message-ID: <4411897E.7070008@wingfoot.org>

Todd Chapman said the following on 3/10/2006 8:54 AM:
> On Fri, Mar 10, 2006 at 01:14:02PM +0000, peti peti wrote:
>> I have rt 3.4.4 installed.
>>
>> Where can i download RT add-ons from?
>>
>>
>> thanks in advance,
>> gabriela
>>
> 
> Some can be downloaded from CPAN (http://search.cpan.org/)
> 
> Some good ones:
> 
> * RTx::Shredder
> * RTx::RightsMatrix

RightsMatrix certainly sounds cool, but apparently has an install
problem.. a ticket was opened 2 months ago about it requiring a
dependency of "RT" which fails, but I didn't see a resolution in CPAN's RT.

Best,
--Glenn

-- 
"They that can give up essential liberty to obtain a little temporary
safety deserve neither liberty nor safety."
          ~Benjamin Franklin, Historical Review of Pennsylvania, 1759


From timothy-flynn at uiowa.edu  Fri Mar 10 09:30:04 2006
From: timothy-flynn at uiowa.edu (Flynn, Timothy J)
Date: Fri, 10 Mar 2006 08:30:04 -0600
Subject: [rt-users] Error while trying to save/delete ticket searches
Message-ID: <B5007EEF41F3D311B80500805F31A6B62EF6C03B@uihc-mail.uihc.uiowa.edu>

I think I have fixed this problem and possibly the other issue I was
having with the connection abort.  I had modified the
/share/html/Elements/Login file to not display the login for any users
except my IP address, but I must have removed something that was
critical to passing arguments to RT.  I restored the file that came with
the distribution and changed the header so it would still redirect to my
external login service, and the saved searches and errors seem to have
gone away.  Just wanted to let everyone know so someone wasn't trying to
fix a bug that may not exist.

I know that I can have this login not display if fallback to internal
auth is false, but I need internal accounts for testing.  I might try
adding my remote address to the same line that comments out that login
box and see if that works.


-Tim


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Flynn,
Timothy J
Sent: Thursday, March 09, 2006 10:49 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Error while trying to save/delete ticket searches


I get the following error when I try to work with saved searches (create
or delete or even loading the page sometimes)

RT 3.4.5 apache2 



error:   	RT::Attribute::Name Unimplemented in RT::Attributes.
(/usr/local/rt3/lib/RT/Attributes_Overlay.pm line 81)
context:  	
...  	
492:  	else {
493:  	my ( $package, $filename, $line );
494:  	( $package, $filename, $line ) = caller;
495:  	
496:  	die "$AUTOLOAD Unimplemented in $package. ($filename line $line)
\n";
497:  	}
498:  	
499:  	}
500:  	
...  	
code stack:
/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm:496
/usr/local/rt3/lib/RT/Attributes_Overlay.pm:81
/usr/local/rt3/lib/RT/Attributes_Overlay.pm:73
/usr/local/rt3/lib/RT/Record.pm:193
/usr/local/rt3/share/html/Search/Build.html:735
/usr/local/rt3/share/html/autohandler:215



-Tim

_______________________________________________
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Commercial support: sales at bestpractical.com


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From todd at chaka.net  Fri Mar 10 09:45:14 2006
From: todd at chaka.net (Todd Chapman)
Date: Fri, 10 Mar 2006 09:45:14 -0500
Subject: [rt-users] Re: [Rt-devel] RT add-ons
In-Reply-To: <4411897E.7070008@wingfoot.org>
References: <BAY103-F22222BC4424682516CB3E0C7ED0@phx.gbl>
	<20060310135458.GY9283@chaka.net> <4411897E.7070008@wingfoot.org>
Message-ID: <20060310144514.GZ9283@chaka.net>

On Fri, Mar 10, 2006 at 09:13:18AM -0500, Glenn Sieb wrote:
> Todd Chapman said the following on 3/10/2006 8:54 AM:
> > On Fri, Mar 10, 2006 at 01:14:02PM +0000, peti peti wrote:
> >> I have rt 3.4.4 installed.
> >>
> >> Where can i download RT add-ons from?
> >>
> >>
> >> thanks in advance,
> >> gabriela
> >>
> > 
> > Some can be downloaded from CPAN (http://search.cpan.org/)
> > 
> > Some good ones:
> > 
> > * RTx::Shredder
> > * RTx::RightsMatrix
> 
> RightsMatrix certainly sounds cool, but apparently has an install
> problem.. a ticket was opened 2 months ago about it requiring a
> dependency of "RT" which fails, but I didn't see a resolution in CPAN's RT.
> 

It works fine.


From djimenez at membersourcecu.org  Fri Mar 10 10:06:10 2006
From: djimenez at membersourcecu.org (Daniel Jimenez)
Date: Fri, 10 Mar 2006 09:06:10 -0600
Subject: [rt-users] Custom Action not performed if root
Message-ID: <B35695B49A8B124E81EB54BBDA6B3A5E020876@EXCHANGE01.ptt.org>

Not in my situation because currently it returns 1 if it's the system
user and doesn't perform the action. 

-----Original Message-----
From: Todd Chapman [mailto:todd at chaka.net] 
Sent: Thursday, March 09, 2006 9:39 PM
To: Daniel Jimenez
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Custom Action not performed if root

On Thu, Mar 09, 2006 at 06:37:45PM -0600, Daniel Jimenez wrote:
> All,
>  
> I'm having trouble with the below...
>  
> # get actor ID
> my $Actor = $self->TransactionObj->Creator;
>  
> # if actor is RT_SystemUser or root then get out of here
> return 1 if $Actor == $RT::SystemUser->id;
> return 1 if $Actor == root;
>  
> return 1;
>  
> I've tried == root and == 12 (the User's ID). Am I doing something
> wrong?
>  

Daniel,

If you don't want the action performed you should return 0,
not 1.

-Todd


From ges at wingfoot.org  Fri Mar 10 10:18:32 2006
From: ges at wingfoot.org (Glenn Sieb)
Date: Fri, 10 Mar 2006 10:18:32 -0500
Subject: [rt-users] Re: [Rt-devel] RT add-ons
In-Reply-To: <20060310144514.GZ9283@chaka.net>
References: <BAY103-F22222BC4424682516CB3E0C7ED0@phx.gbl>
	<20060310135458.GY9283@chaka.net> <4411897E.7070008@wingfoot.org>
	<20060310144514.GZ9283@chaka.net>
Message-ID: <441198C8.1080404@wingfoot.org>

Todd Chapman said the following on 3/10/2006 9:45 AM:
>>> Some can be downloaded from CPAN (http://search.cpan.org/)
>>>
>>> Some good ones:
>>>
>>> * RTx::Shredder
>>> * RTx::RightsMatrix
>> RightsMatrix certainly sounds cool, but apparently has an install
>> problem.. a ticket was opened 2 months ago about it requiring a
>> dependency of "RT" which fails, but I didn't see a resolution in CPAN's RT.
>>
> 
> It works fine.

Is this the Microsoft answer? "I have a lightbulb here and it works just
fine." :-D

In all seriousness, I got the same error as in the CPAN RT ticket.

Best,
--Glenn

-- 
"They that can give up essential liberty to obtain a little temporary
safety deserve neither liberty nor safety."
          ~Benjamin Franklin, Historical Review of Pennsylvania, 1759


From todd at chaka.net  Fri Mar 10 10:23:42 2006
From: todd at chaka.net (Todd Chapman)
Date: Fri, 10 Mar 2006 10:23:42 -0500
Subject: [rt-users] Re: [Rt-devel] RT add-ons
In-Reply-To: <441198C8.1080404@wingfoot.org>
References: <BAY103-F22222BC4424682516CB3E0C7ED0@phx.gbl>
	<20060310135458.GY9283@chaka.net> <4411897E.7070008@wingfoot.org>
	<20060310144514.GZ9283@chaka.net> <441198C8.1080404@wingfoot.org>
Message-ID: <20060310152342.GA9283@chaka.net>

On Fri, Mar 10, 2006 at 10:18:32AM -0500, Glenn Sieb wrote:
> Todd Chapman said the following on 3/10/2006 9:45 AM:
> >>> Some can be downloaded from CPAN (http://search.cpan.org/)
> >>>
> >>> Some good ones:
> >>>
> >>> * RTx::Shredder
> >>> * RTx::RightsMatrix
> >> RightsMatrix certainly sounds cool, but apparently has an install
> >> problem.. a ticket was opened 2 months ago about it requiring a
> >> dependency of "RT" which fails, but I didn't see a resolution in CPAN's RT.
> >>
> > 
> > It works fine.
> 
> Is this the Microsoft answer? "I have a lightbulb here and it works just
> fine." :-D
> 
> In all seriousness, I got the same error as in the CPAN RT ticket.

Please don't cross-post to rt-users and rt-devel. Most people
on devel are on users.

Just ignore the error and continue with the install. All
will be well. :)

-Todd


From tfibleuil at europ-assistance.com  Fri Mar 10 10:14:14 2006
From: tfibleuil at europ-assistance.com (Thomas FIBLEUIL)
Date: Fri, 10 Mar 2006 16:14:14 +0100
Subject: [rt-users] Mail Gateway Help
Message-ID: <5B9AD510CDDE2F42B645EA666EB0F31F29B8FC@EXCH-EAH.ea-holding.fr>


Hi,

I was dealing with the same problem using MSEX.
In my company, IMAP and POP are disabled. If it's your case, use Exim as it use SMTP to send or fetch mail. (YES SMTP protocol can be use by a mail client to send and receive mail).

BR.

-----Message d'origine-----
De?: Rainer Duffner [mailto:rainer at ultra-secure.de]
Envoy??: vendredi 10 mars 2006 14:57
??: Angelo Christou
Cc?: rt-users at lists.bestpractical.com
Objet?: Re: [rt-users] Mail Gateway Help

Angelo Christou wrote:

[bla MSEX...bla...snip]

http://wiki.bestpractical.com/index.cgi?POP3Mailgate


The Exchange-Server must have POP3 enabled.

I don't think, fetchmail does MS-RPC.



cheers,
Rainer





----------------------------------------------------------
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or entity named above. Should you receive this message in error, please delete
it immediately from your system and notify the sender of the wrong delivery
and the mail deletion. If the reader of this message is not the intended recipient,
you are hereby notified that any use, disclosure, dissemination copying
(either whole or partial) of this document, or any information it contains,
is strictly prohibited.
E. mail  transmission cannot be guarantee to be secure or error free as
information could be intercepted, corrupted, lost, destroyed, arrive late
or incomplete, or contain viruses. The sender Company shall not be liable
for the contents said document.
If verification is required please request a hard copy version.


From ges at wingfoot.org  Fri Mar 10 10:27:15 2006
From: ges at wingfoot.org (Glenn Sieb)
Date: Fri, 10 Mar 2006 10:27:15 -0500
Subject: [rt-users] Re: [Rt-devel] RT add-ons
In-Reply-To: <20060310152342.GA9283@chaka.net>
References: <BAY103-F22222BC4424682516CB3E0C7ED0@phx.gbl>
	<20060310135458.GY9283@chaka.net> <4411897E.7070008@wingfoot.org>
	<20060310144514.GZ9283@chaka.net> <441198C8.1080404@wingfoot.org>
	<20060310152342.GA9283@chaka.net>
Message-ID: <44119AD3.3090102@wingfoot.org>

Todd Chapman said the following on 3/10/2006 10:23 AM:
> Please don't cross-post to rt-users and rt-devel. Most people
> on devel are on users.

Oops.. sorry :-D Thanks!

> Just ignore the error and continue with the install. All
> will be well. :)

Ok so just force install it.. cool :)

Thanks!
Best,
--G.

-- 
"They that can give up essential liberty to obtain a little temporary
safety deserve neither liberty nor safety."
          ~Benjamin Franklin, Historical Review of Pennsylvania, 1759


From darling at ccdc.cam.ac.uk  Fri Mar 10 10:29:19 2006
From: darling at ccdc.cam.ac.uk (Toby Darling)
Date: Fri, 10 Mar 2006 15:29:19 +0000
Subject: [rt-users] Collapsing transactions
Message-ID: <44119B4F.6060507@ccdc.cam.ac.uk>

Hi

Does anyone have any experience of using $Collapse to collapse 
individual transactions in a ticket's history display? Is the 
ModifyDisplay callback the place to start? Grateful for any pointers.

Cheers
Toby


From todd at chaka.net  Fri Mar 10 10:25:18 2006
From: todd at chaka.net (Todd Chapman)
Date: Fri, 10 Mar 2006 10:25:18 -0500
Subject: [rt-users] Custom Action not performed if root
In-Reply-To: <B35695B49A8B124E81EB54BBDA6B3A5E020876@EXCHANGE01.ptt.org>
References: <B35695B49A8B124E81EB54BBDA6B3A5E020876@EXCHANGE01.ptt.org>
Message-ID: <20060310152518.GB9283@chaka.net>

On Fri, Mar 10, 2006 at 09:06:10AM -0600, Daniel Jimenez wrote:
> Not in my situation because currently it returns 1 if it's the system
> user and doesn't perform the action. 

I'm confused. Your code below returns 1 no matter
what happens. It doesn't make any sense!

> 
> -----Original Message-----
> From: Todd Chapman [mailto:todd at chaka.net] 
> Sent: Thursday, March 09, 2006 9:39 PM
> To: Daniel Jimenez
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Custom Action not performed if root
> 
> On Thu, Mar 09, 2006 at 06:37:45PM -0600, Daniel Jimenez wrote:
> > All,
> >  
> > I'm having trouble with the below...
> >  
> > # get actor ID
> > my $Actor = $self->TransactionObj->Creator;
> >  
> > # if actor is RT_SystemUser or root then get out of here
> > return 1 if $Actor == $RT::SystemUser->id;
> > return 1 if $Actor == root;
> >  
> > return 1;
> >  
> > I've tried == root and == 12 (the User's ID). Am I doing something
> > wrong?
> >  
> 
> Daniel,
> 
> If you don't want the action performed you should return 0,
> not 1.
> 
> -Todd


From anewman at gowithips.com  Fri Mar 10 11:15:40 2006
From: anewman at gowithips.com (Newman, Austin)
Date: Fri, 10 Mar 2006 11:15:40 -0500
Subject: [rt-users] Mail Gateway Help - Angelo Christou
	<christou44@yahoo.com>
Message-ID: <F8BF89DA16DEE647A2DDBA30E6F507A258E75B@mail_server.gowithips.com>

Angelo:

I have a very similar setup as you do. I use fetchmail to grab messages
from a specific account from an Exchange Server. The ONE thing that DOES
not work in my setup, is that I cannot REPLY to a TICKET or ADD
CORRESPONDENCE to a TICKET via email; I must use the Web Interface after
the TICKET is received into RT. However, this setup works very well for
us. Their may be a way to fix this, but it's been pretty low on my to-do
list.

Here is a snippet from my fetchmailrc configuration file. Note, you
mentioned your Exchange server is OUTSIDE the local network. I don't
know what kind of implications this would entail. You may need (I'm not
an Exchange guru) to enable POP3 access for the specific account on the
Exchange server.

Anyway, here's the snippet:
************************************************************************
************
poll     server.yourdomain.com  	   	#Your Exchange Server
protocol pop3					#tell fetchmail what
mail protocol to use
user     username 				#username on the mail
server
pass     top-secret				#password of the user
mda "/usr/bin/rt-mailgate --url http://localhost --queue 'general'
--action correspond " 
************************************************************************
*************

In order to figure this stuff out, I used:

http://www-zeuthen.desy.de/ape/rt/docs/rt-FAQ.html

http://wiki.bestpractical.com/index.cgi?POP3Mailgate

I think I also used man pages for fetchmail, and for rt-mailgate. I
found the --debug option of rt-mailgate quite useful in getting my
system up and running.

I'm hoping this will help get you off the ground.

Best regards,
Austin

 
In response to:

Message: 8
Date: Thu, 9 Mar 2006 17:36:10 -0800 (PST)
From: Angelo Christou <christou44 at yahoo.com>
Subject: [rt-users] Mail Gateway Help
To: rt-users at lists.bestpractical.com
Message-ID: <20060310013610.27755.qmail at web37309.mail.mud.yahoo.com>
Content-Type: text/plain; charset=iso-8859-1

Hello. I have just installed RT and so far so good.
I'm a little confused as to how to set up the mail
gateway.

I have installed RT on an internal server and all of
the company mail resides on an Exchange server outside
the local network. I have a dedicated support email
address on this Exchange server that I would like to
end up in RT.

I apologise if I've missed some documentation, however
most docs I've read assume access to a *nix system for
mail. Is there a way I can pipe mail from fetchmail to
the mail gateway program?

Is anyone else in this situation and have a soluntion
or instructions on how to do this?

Thank you kindy for any help. Ang



From gorges at dkrz.de  Fri Mar 10 11:22:05 2006
From: gorges at dkrz.de (Gunnar Gorges)
Date: Fri, 10 Mar 2006 17:22:05 +0100
Subject: [rt-users] Multiple searches in the same browser
Message-ID: <4411A7AD.5080904@dkrz.de>

Hi,

I recently updated our helpdesk to RT 3.0.12 (running on Debain Sarge).

After using it for some weeks now, more and more colleagues wonder 
whether it is possible to use more than one search at a time.

To be more precise:
Especially when browsing with multiple tabs we often use the 
bookmarkable search to be able to see/work with different queues at 
once. I did not yet find a way to update all those different tabs (i.e. 
every two minutes) because in this case only the last search is shown in 
every tab.

I guess the search is cookie-based and it is not possible to open 
different searches but hopefully I am missing something or someone has 
found a way to do this :)

Thanks in advance for an answer!

Cheers,
Gunnar

-----------------------
Gunnar Gorges
Central IT Services
Max-Planck-Institue for Meteorology
Bundesstra?e 53
20146 Hamburg
Germany


From rainer at ultra-secure.de  Fri Mar 10 11:37:46 2006
From: rainer at ultra-secure.de (Rainer Duffner)
Date: Fri, 10 Mar 2006 17:37:46 +0100
Subject: [rt-users] Mail Gateway Help - Angelo
	Christou	<christou44@yahoo.com>
In-Reply-To: <F8BF89DA16DEE647A2DDBA30E6F507A258E75B@mail_server.gowithips.com>
References: <F8BF89DA16DEE647A2DDBA30E6F507A258E75B@mail_server.gowithips.com>
Message-ID: <4411AB5A.1090103@ultra-secure.de>

Newman, Austin wrote:
> Angelo:
>
> I have a very similar setup as you do. I use fetchmail to grab messages
> from a specific account from an Exchange Server. The ONE thing that DOES
> not work in my setup, is that I cannot REPLY to a TICKET or ADD
> CORRESPONDENCE to a TICKET via email;



Why not?
You did setup both accounts in MSEX, didn't you?

You need "bla" and "bla-comment" accounts and have a .fetchmailrc-entry 
for both.

I'm glad to say that I don't need to use MSEX, but I fail to see why 
that should be a problem in this case.



Rainer


From cmap_sec at yahoo.co.uk  Fri Mar 10 11:41:32 2006
From: cmap_sec at yahoo.co.uk (Elaine .)
Date: Fri, 10 Mar 2006 16:41:32 +0000 (GMT)
Subject: [rt-users] Re:RT Error Anyone Help
Message-ID: <20060310164132.32203.qmail@web26805.mail.ukl.yahoo.com>

hi
Thanks for the pointers.
Now when I run fixdeps I get the following and I think
my problem revolves around this. Any idea how to solve
? I haven't built mod_perl or or apache at any stage,
versions are rpms - 


mod_perl-2.0.1-1.fc4
perl-5.8.6-22

and the 
Tree-Simple-1.16

though a working box has the same rpm versions but
Tree-Simple-1.15...
Can I force a download and compile of 1-15 ? 

#     Tried to use 'Tree::Simple'.
#     Error:  Weak references are not implemented in
the version of perl at
/root/.cpan/build/Tree-Simple-1.16/blib/lib/Tree/Simple.pm
line 11
# BEGIN failed--compilation aborted at
t/16_Tree_Simple_width_test.t line 9.
# Compilation failed in require at (eval 3) line 2.
# BEGIN failed--compilation aborted at (eval 3) line
2.
Can't locate object method "new" via package
"Tree::Simple" at t/16_Tree_Simple_width_test.t line
15.
# Looks like you planned 77 tests but only ran 1.
# Looks like you failed 1 test of 1 run.
# Looks like your test died just after 1.
t/16_Tree_Simple_width_test.........dubious
        Test returned status 255 (wstat 65280, 0xff00)
DIED. FAILED tests 1-77
        Failed 77/77 tests, 0.00% okay
t/20_Tree_Simple_Visitor_test.......ok 1/37Weak
references are not implemented in the version of perl
at
/root/.cpan/build/Tree-Simple-1.16/blib/lib/Tree/Simple.pm
line 11
BEGIN failed--compilation aborted at
/root/.cpan/build/Tree-Simple-1.16/blib/lib/Tree/Simple.pm
line 11.
Compilation failed in require at
t/20_Tree_Simple_Visitor_test.t line 13.
BEGIN failed--compilation aborted at
t/20_Tree_Simple_Visitor_test.t line 13.
# Looks like you planned 37 tests but only ran 1.
# Looks like your test died just after 1.



		
___________________________________________________________ 
Yahoo! Photos ? NEW, now offering a quality print service from just 8p a photo http://uk.photos.yahoo.com


From anewman at gowithips.com  Fri Mar 10 11:55:34 2006
From: anewman at gowithips.com (Newman, Austin)
Date: Fri, 10 Mar 2006 11:55:34 -0500
Subject: [rt-users] Mail Gateway Help - Angelo
	Christou<christou44@yahoo.com>
Message-ID: <F8BF89DA16DEE647A2DDBA30E6F507A258E769@mail_server.gowithips.com>



Lewis said:
Since I don't know anything about exchange maybe I am way off base here
but why can't exchange just forward any mail to the address onto the rt
address on the rt server?


I think that would be a possibility. I actually wanted to go this route,
but my boss was happy using the fetchmail solution.

I am not an expert on this stuff, but I *think* the setup you mentioned
would entail setting an MX Record in the DNS (can anyone confirm this)
(my boss told me DNS was off limits to me). Then I believe you are
correct about Exchange having an option where you could forward to
whatever at rtserver.yourdomain.com. You would also then have to make sure
sendmail, Postfix, Qmail or Procmail were installed correctly on the
rtserver.yourdomain.com.

So, hence, fetchmail basically fits our needs, and wasn't terribly
difficult to setup. Angelo, please let us know how things turn out for
you.

Regards,
Austin



-----Original Message-----
From: Lewis Bergman [mailto:lbergman at wtxs.net] 
Sent: Friday, March 10, 2006 11:35 AM
To: Newman, Austin
Subject: Re: [rt-users] Mail Gateway Help - Angelo Christou
<christou44 at yahoo.com>

Newman, Austin wrote:
> Angelo:
> 
> I have a very similar setup as you do. I use fetchmail to grab 
> messages from a specific account from an Exchange Server. The ONE 
> thing that DOES not work in my setup, is that I cannot REPLY to a 
> TICKET or ADD CORRESPONDENCE to a TICKET via email; I must use the Web

> Interface after the TICKET is received into RT. However, this setup 
> works very well for us. Their may be a way to fix this, but it's been 
> pretty low on my to-do list.
> 
> Here is a snippet from my fetchmailrc configuration file. Note, you 
> mentioned your Exchange server is OUTSIDE the local network. I don't 
> know what kind of implications this would entail. You may need (I'm 
> not an Exchange guru) to enable POP3 access for the specific account 
> on the Exchange server.
Since I don't know anything about exchange maybe I am way off base here
but why can't exchange just forward any mail to the address onto the rt
address on the rt server?

--
Lewis Bergman
Texas Communications
4309 Maple St.
Abilene, TX 79602-8044
Off. 325-691-3301
Cell 325-439-0533
fax  325-695-6841


From yevgeniy.busel at sf.akqa.com  Fri Mar 10 12:40:01 2006
From: yevgeniy.busel at sf.akqa.com (Yevgeniy Busel)
Date: Fri, 10 Mar 2006 09:40:01 -0800
Subject: [rt-users] After upgrade errors
Message-ID: <04134A5C87350A45957B81F742510F0202A1EA3C@sfmail.sf.akqa.com>

 
From: Yevgeniy Busel 
Sent: Thursday, March 09, 2006 4:56 PM
To: 'rt-users at lists.bestpractical.com'
Subject: After upgrade errors


I've upgraded RT 3.0.11 to 3.4.4 and it seems to be running fine. But I
have one consistent error in the log:
 
RT: DBD::mysql::st execute failed: Unknown column 'main.LookupType' in
'where clause' at
/usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line
480.  (/usr/local/rt3/lib/RT.pm:277)
 
Also, I cannot remove any old users from the old groups. However, I can
create new users and new groups just fine and add/remove users from
newly created groups just fine.  Whenever I try to delete user from the
old group rt just hangs for a long period of time and the only way to
stop it, I know of , is just to restart apache. So I decided that
something wrong with my upgrade and went ahead and made totally new
installation of RT 3.4.2 on a different machine and imported my
database. I still cannot remove old users and old groups and  getting
same error.. but in addition to that error getting a few new ones: 
 
RT: DBD::mysql::st execute failed: Unknown column 'main.LookupType' in
'where clause' at
/usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line
480.  (/usr/local/rt3/lib/RT.pm:277)

Mar  9 16:40:37 rtest RT: RT::Handle=HASH(0xa86e7a0) couldn't execute
the query 'SELECT main.* FROM CustomFields main   WHERE ((main.Disabled
= '0')) AND ((main.LookupType = 'RT::Group')or(main.LookupType = NULL))
ORDER BY main.Name ASC' at
/usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line
494.  (/usr/local/rt3/lib/RT.pm:277)

Mar  9 16:40:39 rtest RT: DBD::mysql::st execute failed: Unknown column
'main.LookupType' in 'where clause' at
/usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line
480.  (/usr/local/rt3/lib/RT.pm:277)

Mar  9 16:40:39 rtest RT: RT::Handle=HASH(0xa86e7a0) couldn't execute
the query 'SELECT main.* FROM CustomFields main , ObjectCustomFields
ObjectCustomFields_1  WHERE ((ObjectCustomFields_1.ObjectId =
'89')OR(ObjectCustomFields_1.ObjectId = '0')) AND ((main.Disabled =
'0')) AND ((main.LookupType = 'RT::Group')) AND ((main.id =
ObjectCustomFields_1.CustomField)) ORDER BY
ObjectCustomFields_1.ObjectId ASC, ObjectCustomFields_1.SortOrder ASC'
at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm
line 494.  (/usr/local/rt3/lib/RT.pm:277)

Mar  9 16:40:48 rtest RT: Deep recursion on subroutine "RT::ACE::_Value"
at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Record.pm
line 425.  (/usr/local/rt3/lib/RT.pm:277)
 
and by the way, on upgraded machine I was running freeBSD4.9, mysql
4.0.20, apache1.3 and perl 5.8.4
on new machine I'm running freeBSD6.0, mysql 4.1.13 and perl 5.8.7
 
If someone knows work around, please answer. Any help would be greatly
appreciated.   Thank you.



 
Yevgeniy Busel
Network/System Administrator
yevgeniy.busel at akqa.com
 
AKQA Inc.,
118 King Street, 6th Floor
San Francisco, CA 94107
Tel: 415.645.9483   Fax: 415.645.9420    www.akqa.com
<http://www.akqa.com/> 
 
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From mfinn at nbutexas.com  Fri Mar 10 12:40:13 2006
From: mfinn at nbutexas.com (Michael Finn)
Date: Fri, 10 Mar 2006 11:40:13 -0600
Subject: [rt-users] Mail Gateway Help -
	AngeloChristou<christou44@yahoo.com>
Message-ID: <E78D127B0AD8EC449ED416A5F8EE24C23AE5@nbutexas.com>

Our Exchange setup has gone through two variations:
1) I set up a Contact (listed in Global Address List) that pointed
directly to the RT box (rt at helpdesk.nbutexas.com). 
Problem was, most of our users were already used to e-mailing an
existing Mailbox (helpdesk at nbutexas.com) with issues, so we went to:

2) I set the HelpDesk Exchange Mailbox to automatically forward all
messages to the RT box (default incoming queue).  No messages are stored
in the Exchange Mailbox.  This is working *great*.

I *did* have to set up the MX record in DNS.  Fortunately, we're using
RT strictly for internal IT help desk issues, so my message routing is
very simple.  The MX DNS entry also allows all of RT's reply/comment
queue-specific e-mail traffic to route properly.

It's still officially in testing; we're up to a whopping 200+ tickets
total now. </sarcasm>

Cheers,
Mike

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Newman,
Austin
Sent: Friday, March 10, 2006 10:56 AM
To: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Mail Gateway Help -
AngeloChristou<christou44 at yahoo.com>



Lewis said:
Since I don't know anything about exchange maybe I am way off base here
but why can't exchange just forward any mail to the address onto the rt
address on the rt server?


I think that would be a possibility. I actually wanted to go this route,
but my boss was happy using the fetchmail solution.

I am not an expert on this stuff, but I *think* the setup you mentioned
would entail setting an MX Record in the DNS (can anyone confirm this)
(my boss told me DNS was off limits to me). Then I believe you are
correct about Exchange having an option where you could forward to
whatever at rtserver.yourdomain.com. You would also then have to make sure
sendmail, Postfix, Qmail or Procmail were installed correctly on the
rtserver.yourdomain.com.

So, hence, fetchmail basically fits our needs, and wasn't terribly
difficult to setup. Angelo, please let us know how things turn out for
you.

Regards,
Austin


From purp at acm.org  Fri Mar 10 12:56:54 2006
From: purp at acm.org (Jim Meyer)
Date: Fri, 10 Mar 2006 09:56:54 -0800
Subject: [rt-users] ldap-auth with rt Centos rpm install
In-Reply-To: <44118468.5050606@ion.chem.utk.edu>
References: <44109C9D.4010802@ion.chem.utk.edu>
	<1141944199.13471.26.camel@zodiac.pdi.com>
	<44118468.5050606@ion.chem.utk.edu>
Message-ID: <1142013414.13471.45.camel@zodiac.pdi.com>

Hello!

On Fri, 2006-03-10 at 08:51 -0500, Bill Gurley wrote:
> Thanks, but that comes up with zilch.  The only thing in my rt.log are 
> lines like this:
> 
> [error]: FAILED LOGIN for barnes from 160.36.xxx.xxx 
> (/var/rt/html/autohandler:191)
> 
> Users created in the rt internal system can login.  When I try to login 
> as one of the ldap users, I get a line like the above.  Sounds to me 
> like it's not even trying ldap.

Aha! It isn't. There's a reason.

The user has to have an account in RT before they can log in. RT doesn't
automatically create the account when they first try. Only the
authentication of that account is handled by the LDAP overlay at
present. I need to document that fact better on the wiki.

Try creating an RT account (Configure->Users->New User) for an existing
LDAP account but with no password, then log in. It should work.

I've been considering implementing the autocreate-at-login bit. If I do,
I'll post it on the wiki. Also, I'm going to try to do a cleanup of the
wiki re: the various approaches, provide a bit of guidance on them from
the main LDAP page, and so forth. When I do that, I'll toss out a note
here as well.

Cheers!

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



From mouse at Rodents.Montreal.QC.CA  Fri Mar 10 13:39:22 2006
From: mouse at Rodents.Montreal.QC.CA (der Mouse)
Date: Fri, 10 Mar 2006 13:39:22 -0500 (EST)
Subject: [rt-users] Mail Gateway Help - Angelo
	Christou<christou44@yahoo.com>
In-Reply-To: <F8BF89DA16DEE647A2DDBA30E6F507A258E769@mail_server.gowithips.com>
References: <F8BF89DA16DEE647A2DDBA30E6F507A258E769@mail_server.gowithips.com>
Message-ID: <200603101842.NAA19301@Sparkle.Rodents.Montreal.QC.CA>

> [...] I *think* the setup you mentioned would entail setting an MX
> Record in the DNS (can anyone confirm this)

"Maybe."

If there is already an MX for the RT host, it would need to change.

If there is no MX, you *should* not need to add one, provided it has a
correct address record.  However, you said the other host was running
Exchange, and Exchange has a record of ignoring standards when it feels
like it, so it's possible it would require the MX record anyway.

Of course, it may not matter - I think I saw a message saying you'd got
it working....

/~\ The ASCII				der Mouse
\ / Ribbon Campaign
 X  Against HTML	       mouse at rodents.montreal.qc.ca
/ \ Email!	     7D C8 61 52 5D E7 2D 39  4E F1 31 3E E8 B3 27 4B


From ruslan.zakirov at gmail.com  Fri Mar 10 14:32:22 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 10 Mar 2006 22:32:22 +0300
Subject: [rt-users] Re:RT Error Anyone Help
In-Reply-To: <20060310164132.32203.qmail@web26805.mail.ukl.yahoo.com>
References: <20060310164132.32203.qmail@web26805.mail.ukl.yahoo.com>
Message-ID: <589c94400603101132t2f741ca9y4e7ef461f0d03c6@mail.gmail.com>

On 3/10/06, Elaine . <cmap_sec at yahoo.co.uk> wrote:
> hi
> Thanks for the pointers.
> Now when I run fixdeps I get the following and I think
> my problem revolves around this. Any idea how to solve
> ? I haven't built mod_perl or or apache at any stage,
> versions are rpms -
>
>
> mod_perl-2.0.1-1.fc4
> perl-5.8.6-22
>
> and the
> Tree-Simple-1.16
>
> though a working box has the same rpm versions but
> Tree-Simple-1.15...
> Can I force a download and compile of 1-15 ?
No, you can't. Fix your perl installation first. You need Scalar::Util
module compiled with 'weaken' functions.

>
> #     Tried to use 'Tree::Simple'.
> #     Error:  Weak references are not implemented in
> the version of perl at
[snip]

--
Best regards, Ruslan.

From purp at acm.org  Fri Mar 10 14:42:55 2006
From: purp at acm.org (Jim Meyer)
Date: Fri, 10 Mar 2006 11:42:55 -0800
Subject: [rt-users] ldap-auth with rt Centos rpm install
In-Reply-To: <1142013414.13471.45.camel@zodiac.pdi.com>
References: <44109C9D.4010802@ion.chem.utk.edu>
	<1141944199.13471.26.camel@zodiac.pdi.com>
	<44118468.5050606@ion.chem.utk.edu>
	<1142013414.13471.45.camel@zodiac.pdi.com>
Message-ID: <1142019775.13471.49.camel@zodiac.pdi.com>

Hello!

On Fri, 2006-03-10 at 09:56 -0800, Jim Meyer wrote:
> The user has to have an account in RT before they can log in. RT doesn't
> automatically create the account when they first try. Only the
> authentication of that account is handled by the LDAP overlay at
> present. I need to document that fact better on the wiki.

Incidentally, RT *does* autocreate when you add a user to a ticket or
when they submit a ticket through email. At the moment, I tell users who
want someone added to copy them on (or make them the requestor of) the
applicable ticket ... or to tell the user to send an email to rt-
rtdev at rt requesting access which will be automagically granted.

Works, mostly. =]

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



From gurley at ion.chem.utk.edu  Fri Mar 10 15:06:23 2006
From: gurley at ion.chem.utk.edu (Bill Gurley)
Date: Fri, 10 Mar 2006 15:06:23 -0500
Subject: [rt-users] ldap-auth with rt Centos rpm install
In-Reply-To: <1142013414.13471.45.camel@zodiac.pdi.com>
References: <44109C9D.4010802@ion.chem.utk.edu>	
	<1141944199.13471.26.camel@zodiac.pdi.com>	
	<44118468.5050606@ion.chem.utk.edu>
	<1142013414.13471.45.camel@zodiac.pdi.com>
Message-ID: <4411DC3F.5050704@ion.chem.utk.edu>

Jim Meyer wrote:
> Hello!
> 
> On Fri, 2006-03-10 at 08:51 -0500, Bill Gurley wrote:
> 
>>Thanks, but that comes up with zilch.  The only thing in my rt.log are 
>>lines like this:
>>
>>[error]: FAILED LOGIN for barnes from 160.36.xxx.xxx 
>>(/var/rt/html/autohandler:191)
>>
>>Users created in the rt internal system can login.  When I try to login 
>>as one of the ldap users, I get a line like the above.  Sounds to me 
>>like it's not even trying ldap.
> 
> 
> Aha! It isn't. There's a reason.
> 
> The user has to have an account in RT before they can log in. RT doesn't
> automatically create the account when they first try. Only the
> authentication of that account is handled by the LDAP overlay at
> present. I need to document that fact better on the wiki.
> 
> Try creating an RT account (Configure->Users->New User) for an existing
> LDAP account but with no password, then log in. It should work.
> 
> I've been considering implementing the autocreate-at-login bit. If I do,
> I'll post it on the wiki. Also, I'm going to try to do a cleanup of the
> wiki re: the various approaches, provide a bit of guidance on them from
> the main LDAP page, and so forth. When I do that, I'll toss out a note
> here as well.
> 
> Cheers!
> 
> --j


Doh!   (...as Homer would say)

Thanks, Jim.  I am making progress now.

Immediately after I read this message, I added a couple of usernames in
rt, and I was then able to at least see LDAP debugging information for
the first time.  Still had to tweak my ldap config, but now I am able to
login from ldap auth.

I would appreciate some help with an rt-newbie queston:

While I was struggling with all of this, I ended up creating a couple of
users in the internal rt system that I would prefer to have pulled from
ldap (along with their contact info, etc.).  What's the best way to deal
with this, since you can't really delete users in rt?  Would it be safe
to go straight to the mysql database and pull out those users so I can
re-create them from ldap?  Or is there an easier way?

Thanks,


-Bill-

---------------------------------
  Bill Gurley, Technical Director
  Department of Chemistry
  Univ. of Tennessee, Knoxville


-- 
-Bill-

---------------------------------
  Bill Gurley, Technical Director
  Department of Chemistry
  Univ. of Tennessee, Knoxville


From mouse at Rodents.Montreal.QC.CA  Fri Mar 10 15:32:26 2006
From: mouse at Rodents.Montreal.QC.CA (der Mouse)
Date: Fri, 10 Mar 2006 15:32:26 -0500 (EST)
Subject: [rt-users] Time-worked email headers?
Message-ID: <200603102051.PAA20507@Sparkle.Rodents.Montreal.QC.CA>

I'm trying to give our RT installation (3.4.2) the ability to take a
time-worked value in emailed comments and/or correspondence and use it
to update ticket time-worked values.  (I'm currently taking it from the
headers, but I may switch to taking it from the body - that's the easy
part in any case.)

I believe this would be fairly easy to do by hacking on the source, but
for the sake of smoothness of future version upgrades I've been trying
to do it as a scrip.  But it seems to be hard to do.

My current attempt (which I know is at least somewhat defective) is to
use a scrip run "On Comment User Defined with template Blank" having
its "Custom action preparation code" reading

| my $mailbody = $self->TransactionObj->Attachments->First;
| 
| return 1 unless ($mailbody->ContentType =~ /^text/) &&
|                 ($mailbody->Headers =~ /^X-RT-Magic-Headers:/iom);
| 
| my $ticket = $self->TicketObj;
| my $content = $mailbody->Content;
| my $newcontent = undef;
| my $addcontent = sub {
| 	$newcontent = join "", $newcontent, @_;
| 	$mailbody->__Set(
| 		Field => 'Content',
| 		Value => $newcontent . $content
| 	);
| };
| 
| &$addcontent(ref($ticket),"\n\n");
| 
| if ($mailbody->Headers =~ /^X-RT-Time-Worked: (\d+)(|:(\d\d))$/om)
|  { my $t = ($2 eq "") ? $1+0 : ($1*60)+$3;
|    &$addcontent("Time from header: ".$t."\n\n");
|    # It's not clear how to affect the current tranaction's TimeTaken
|    # value, so instead we create a new transaction for it.
|    require RT::Record;
|    $ticket->_NewTransaction(
| 		TimeTaken => $t,
| 		Type => 'Set',
| 		Field => 'TimeWorked',
| 		OldValue => $ticket->__Value('TimeWorked'),
| 		NewValue => $ticket->__Value('TimeWorked')+$t,
| 		ActivateScrips => 0
| 	);
| #   $ticket->_UpdateTimeTaken($t);
|  }
| 
| 1;

I'd actually like to make the time appear as the time worked for the
Comment transaction (equivalent in this respect to the Worked field in
the comment-on-a-ticket Web page), and if anyone can explain how to
make that happen from a scrip, I'd be delighted.

Failing that, though, I tried to add a new transaction to record the
time, but my time-bearing transactions end up being owned by RT_System
instead of the commenting user.

Could anyone point me in the correct direction?  Preferably the
direction of setting the time for the Comment transaction, but failing
that, the direction of adding a new transaction owned by the commenting
user?

Or is there just no way to do this from a scrip, and it's hack the
source or nothing?

On a related note, is there a proper way to replace a scrip without
having to go through the stupid Web text form?  Web browser text fields
are *not* acceptable as text editors, especially when they're only five
lines long.  I'm currently slamming the scrip into the underlying db
with "update Scrips set CustomPrepareCode="..." where Scrips.id=###",
but that feels rather gross, even though it seems to work fine.

/~\ The ASCII				der Mouse
\ / Ribbon Campaign
 X  Against HTML	       mouse at rodents.montreal.qc.ca
/ \ Email!	     7D C8 61 52 5D E7 2D 39  4E F1 31 3E E8 B3 27 4B


From jlee110 at yahoo.com  Fri Mar 10 15:48:19 2006
From: jlee110 at yahoo.com (James Lee)
Date: Fri, 10 Mar 2006 12:48:19 -0800 (PST)
Subject: [rt-users] RT mail gateway
Message-ID: <20060310204819.65206.qmail@web51712.mail.yahoo.com>

hi,
i have a question regarding the setup of RT to receive
email.  i read the manual installation doc and it
looks like i have to add the following to
/etc/aliases.....

rt: "|/opt/rt3/bin/rt-mailgate --queue general
--action correspond --url http://localhost/"
rt-comment: "|/opt/rt3/bin/rt-mailgate --queue general
--action comment --url http://localhost/"

this example shows that there would be an email
address "rt" corresponding to the general queue with
action of correspond.  another email address of
"rt-comment" corresponding to the general queue with
action of comment.  
our RT system currently has around 130 queues.  does
that mean we'd need 260 entries in the /etc/aliases
file and email addresses?  
thanks
jim

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


From nmetrowsky at digitalglobe.com  Fri Mar 10 17:06:31 2006
From: nmetrowsky at digitalglobe.com (Nick Metrowsky)
Date: Fri, 10 Mar 2006 15:06:31 -0700
Subject: [rt-users] Getting Queue Name via Perl
Message-ID: <C1BF1C58F42A304A899E2933C220F48A3932F2@COMAIL02.digitalglobe.com>

Hi Everyone,

 

Given the numeric Queue Id, what is the syntax for getting the Textual
Representation of the Queue Name?

 

Is it:

 

my $Queue;

my $qname

 

$Queue = RT::Queue($session('CurrentUser'));;

$qname = RT::Queue(i$Queue>Name);?

print "The name of the queue is: $qname\n";

 

The above doesn't work, any ideas would be most welcome.

 

Take care!

 

Nick

 

------------------------------------------------------------------------
---------

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com> 

DigitalGlobe (r), An Imaging and Information Company

http://www.digitalglobe.com <http://www.digitalglobe.com> 

------------------------------------------------------------------------
---------

 

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From purp at acm.org  Fri Mar 10 17:56:29 2006
From: purp at acm.org (Jim Meyer)
Date: Fri, 10 Mar 2006 14:56:29 -0800
Subject: [rt-users] ldap-auth with rt Centos rpm install
In-Reply-To: <4411DBE0.7000506@utk.edu>
References: <44109C9D.4010802@ion.chem.utk.edu>
	<1141944199.13471.26.camel@zodiac.pdi.com>
	<44118468.5050606@ion.chem.utk.edu>
	<1142013414.13471.45.camel@zodiac.pdi.com> <4411DBE0.7000506@utk.edu>
Message-ID: <1142031389.13471.61.camel@zodiac.pdi.com>

Hello!

On Fri, 2006-03-10 at 15:04 -0500, Bill Gurley wrote:
> Thanks, Jim.  I am making progress now.

Good to hear!

> While I was struggling with all of this, I ended up creating a couple of 
> users in the internal rt system that I would prefer to have pulled from 
> ldap (along with their contact info, etc.).  What's the best way to deal 
> with this, since you can't really delete users in rt?  Would it be safe 
> to go straight to the mysql database and pull out those users so I can 
> re-create them from ldap?  Or is there an easier way?

Well, I've tended to go into the database and setting the password field
to '*NO-PASSWORD*', which forces authentication from LDAP only. After
that, I've manually updated the data through the web interface.

That said, another on my list of to-dos is to:

* Make LDAP-sourced info immutable to all interfaces (with a
  configurable toggle, of course)
* Add auto-refresh functionality such that if the data, when
  read, is older than a configurable time-to-live, a fresh copy
  is fetched from LDAP.

I don't know how soon I'll get to that; baby girl is T-5.5 weeks and
counting. But it's on my list. =]

Cheers!

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



From adam at electricembers.net  Fri Mar 10 17:52:31 2006
From: adam at electricembers.net (Adam Bernstein)
Date: Fri, 10 Mar 2006 14:52:31 -0800
Subject: [rt-users] RT flaky under FastCGI?
Message-ID: <4412032F.3040708@electricembers.net>

I've searched the docs and archives, and can't seem to find anyone else 
experiencing this problem, so I'm afraid it might just be somehow 
peculiar to our setup -- but here goes:

We recently switched from running RT via mod_perl to running it as a 
FastCGI, so that we could have two different instances on the same 
server.  Everything is configured right and it works fine, most of the 
time.  But when first accessed every morning, and occasionally at random 
times during the day, we just get a 500 Internal Server Error when 
trying to pull up the Web page, and the only thing that fixes it is an 
Apache restart.  It's the same problem both in a very old version and a 
relatively recent version of RT, though not the most recent.

Just killing the mason_handler.fcgi process has no effect.  Running it 
as a dynamic vs. static FastCGI has no effect.  And we get no errors 
anywhere I can see, either in the Apache error log or in the RT log 
under /tmp.

The system:
    FreeBSD 4.9
    RT 3.4.2 (first instance), RT 2.0.14 (second instance)
    Apache 1.3.33
    Perl 5.8.3
    CGI.pm 3.17
    mod_perl 1.29 (if that matters)
    mod_fastcgi 2.4.2

The recurrence every morning must be related either to the cleaning of 
old session data or the stop and start of Apache every night for log 
rotation, except we can't replicate it via playing with the session data 
and Apache stops/starts during the day, so I'm at a loss.  Are people 
running RT under FastCGI with no problems?  Does anyone happen to know 
of some bug that would explain this problem, or at least have ideas as 
to how to pin it down further?

I'd be much obliged.  Thanks!

      ab


From ruslan.zakirov at gmail.com  Fri Mar 10 19:13:30 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Sat, 11 Mar 2006 03:13:30 +0300
Subject: [rt-users] Getting Queue Name via Perl
In-Reply-To: <C1BF1C58F42A304A899E2933C220F48A3932F2@COMAIL02.digitalglobe.com>
References: <C1BF1C58F42A304A899E2933C220F48A3932F2@COMAIL02.digitalglobe.com>
Message-ID: <589c94400603101613g39e36430k37fdb3c94f38177a@mail.gmail.com>

On 3/11/06, Nick Metrowsky <nmetrowsky at digitalglobe.com> wrote:
>
>
>
> Hi Everyone,
>
>
>
> Given the numeric Queue Id, what is the syntax for getting the Textual
> Representation of the Queue Name?
>
>
>
> Is it:
>
>
>
> my $Queue;
>
> my $qname
>
>
>
> $Queue = RT::Queue($session('CurrentUser'));;
>
> $qname = RT::Queue(i$Queue>Name);?
>
> print "The name of the queue is: $qname\n";
>

my $queue_id = 10;
my $queue_obj = RT::Queue->new( $session{'CurrentUser'} );
$queue_obj->Load( $queue_id );
my $queue_name = $queue_obj->Name;

>
>
> The above doesn't work, any ideas would be most welcome.
>
>
>
> Take care!
>
>
>
> Nick
>
>
>
> ---------------------------------------------------------------------------------
>
> Nick Metrowsky
>
> Consulting System Administrator
>
> 303-684-4785 Office
>
> 303-684-4100 Fax
>
> nmetrowsky at digitalglobe.com
>
> DigitalGlobe (r), An Imaging and Information Company
>
> http://www.digitalglobe.com
>
> ---------------------------------------------------------------------------------
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical:
> http://bestpractical.com/about/jobs.html
>
>


--
Best regards, Ruslan.

From ruslan.zakirov at gmail.com  Fri Mar 10 19:19:47 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Sat, 11 Mar 2006 03:19:47 +0300
Subject: [rt-users] RT mail gateway
In-Reply-To: <20060310204819.65206.qmail@web51712.mail.yahoo.com>
References: <20060310204819.65206.qmail@web51712.mail.yahoo.com>
Message-ID: <589c94400603101619t62d1664fx19aafd6b85970183@mail.gmail.com>

On 3/10/06, James Lee <jlee110 at yahoo.com> wrote:
> hi,
> i have a question regarding the setup of RT to receive
> email.  i read the manual installation doc and it
> looks like i have to add the following to
> /etc/aliases.....
>
> rt: "|/opt/rt3/bin/rt-mailgate --queue general
> --action correspond --url http://localhost/"
> rt-comment: "|/opt/rt3/bin/rt-mailgate --queue general
> --action comment --url http://localhost/"
>
> this example shows that there would be an email
> address "rt" corresponding to the general queue with
> action of correspond.  another email address of
> "rt-comment" corresponding to the general queue with
> action of comment.
> our RT system currently has around 130 queues.  does
> that mean we'd need 260 entries in the /etc/aliases
> file and email addresses?
yes, there is no way to fetch queue name from new email if address is
the same for all queues.

> thanks
> jim
>
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam protection around
> http://mail.yahoo.com
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>


--
Best regards, Ruslan.

From sjbrowne at bluebottle.com  Thu Mar  9 20:47:55 2006
From: sjbrowne at bluebottle.com (Stuart J. Browne)
Date: Fri, 10 Mar 2006 12:47:55 +1100
Subject: [rt-users] Issue with rt-mailgate
Message-ID: <041f01c643e4$a8ef3010$4201a8c0@bluebottle.com>

Hi,

I've got an RT 3.4.4 setup running (mysql 4.1.11-Debian_4sarge1-log/FastCGI 
2.4.2/Apache 2.0.54/Perl 5.8.4), and it was working well until a day or two 
ago.

For some reason, the messages stopped being inserted into the database 
reliably.

When trying rt-mailgate outside of the sendmail pipe, with --debug, I get 
this:
--------------------
# /opt/rt3/bin/rt-mailgate --queue support --action correspond --url 
http://example.com/ --debug < /tmp/mail.msg
Connecting to http://example.com//REST/1.0/NoAuth/mail-gateway at 
/opt/rt3/bin/rt-mailgate line 99, <> line 1.
An Error Occurred
=================

500 read timeout
This is /opt/rt3/bin/rt-mailgate exiting because of an undefined server 
error at /opt/rt3/bin/rt-mailgate line 147, <> line 1.
--------------------

This happens with all kinds of messages, both plain-text, and mime-encoded. 
It doesn't happen consistantly, as in sometimes it doesn't work, other times 
it does.

Sometimes this message gets inserted into the database, but it returns this, 
so is considered at failed delivery, so it is queued, and tried again later.

Thinking it might be due to concurrent attempts at running mailgate, I upped 
apache's max-clients, and also the 'FastCgiServer' -connections option, but 
it still occurs.

The database is in a good state (although I wouldn't mind pruning the 
Attachments table a bit (over a GB now)), and is responsive.

I'm not really sure where I should be looking next.

Any advice would be welcomed.

Stuart 



From ruslan.zakirov at gmail.com  Fri Mar 10 19:32:14 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Sat, 11 Mar 2006 03:32:14 +0300
Subject: [rt-users] After upgrade errors
In-Reply-To: <04134A5C87350A45957B81F742510F0202A1EA3C@sfmail.sf.akqa.com>
References: <04134A5C87350A45957B81F742510F0202A1EA3C@sfmail.sf.akqa.com>
Message-ID: <589c94400603101632l6e609962l1819e0541aa47c96@mail.gmail.com>

Read UPGRADING and README files.

On 3/10/06, Yevgeniy Busel <yevgeniy.busel at sf.akqa.com> wrote:
>
>
>
> From: Yevgeniy Busel
> Sent: Thursday, March 09, 2006 4:56 PM
> To: 'rt-users at lists.bestpractical.com'
> Subject: After upgrade errors
>
>
>
> I've upgraded RT 3.0.11 to 3.4.4 and it seems to be running fine. But I have
> one consistent error in the log:
>
> RT: DBD::mysql::st execute failed: Unknown column 'main.LookupType' in
> 'where clause' at
> /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm
> line 480.  (/usr/local/rt3/lib/RT.pm:277)
>
> Also, I cannot remove any old users from the old groups. However, I can
> create new users and new groups just fine and add/remove users from newly
> created groups just fine.  Whenever I try to delete user from the old group
> rt just hangs for a long period of time and the only way to stop it, I know
> of , is just to restart apache. So I decided that something wrong with my
> upgrade and went ahead and made totally new installation of RT 3.4.2 on a
> different machine and imported my database. I still cannot remove old users
> and old groups and  getting same error.. but in addition to that error
> getting a few new ones:
>
> RT: DBD::mysql::st execute failed: Unknown column 'main.LookupType' in
> 'where clause' at
> /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm
> line 480.  (/usr/local/rt3/lib/RT.pm:277)
>
> Mar  9 16:40:37 rtest RT: RT::Handle=HASH(0xa86e7a0) couldn't execute the
> query 'SELECT main.* FROM CustomFields main   WHERE ((main.Disabled = '0'))
> AND ((main.LookupType = 'RT::Group')or(main.LookupType = NULL)) ORDER BY
> main.Name ASC' at
> /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm
> line 494.  (/usr/local/rt3/lib/RT.pm:277)
>
> Mar  9 16:40:39 rtest RT: DBD::mysql::st execute failed: Unknown column
> 'main.LookupType' in 'where clause' at
> /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm
> line 480.  (/usr/local/rt3/lib/RT.pm:277)
>
> Mar  9 16:40:39 rtest RT: RT::Handle=HASH(0xa86e7a0) couldn't execute the
> query 'SELECT main.* FROM CustomFields main , ObjectCustomFields
> ObjectCustomFields_1  WHERE ((ObjectCustomFields_1.ObjectId =
> '89')OR(ObjectCustomFields_1.ObjectId = '0')) AND
> ((main.Disabled = '0')) AND ((main.LookupType = 'RT::Group')) AND ((main.id
> = ObjectCustomFields_1.CustomField)) ORDER BY
> ObjectCustomFields_1.ObjectId ASC, ObjectCustomFields_1.SortOrder ASC' at
> /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm
> line 494.  (/usr/local/rt3/lib/RT.pm:277)
>
> Mar  9 16:40:48 rtest RT: Deep recursion on subroutine "RT::ACE::_Value" at
> /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Record.pm
> line 425.  (/usr/local/rt3/lib/RT.pm:277)
>
> and by the way, on upgraded machine I was running freeBSD4.9, mysql 4.0.20,
> apache1.3 and perl 5.8.4
> on new machine I'm running freeBSD6.0, mysql 4.1.13 and perl 5.8.7
>
> If someone knows work around, please answer. Any help would be greatly
> appreciated.   Thank you.
>
>
>
>
>
>
> Yevgeniy Busel
> Network/System Administrator
> yevgeniy.busel at akqa.com
>
> AKQA Inc.,
> 118 King Street, 6th Floor
> San Francisco, CA 94107
> Tel: 415.645.9483   Fax: 415.645.9420    www.akqa.com
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical:
> http://bestpractical.com/about/jobs.html
>
>


--
Best regards, Ruslan.

From ruslan.zakirov at gmail.com  Fri Mar 10 19:42:33 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Sat, 11 Mar 2006 03:42:33 +0300
Subject: [rt-users] Issue with rt-mailgate
In-Reply-To: <041f01c643e4$a8ef3010$4201a8c0@bluebottle.com>
References: <041f01c643e4$a8ef3010$4201a8c0@bluebottle.com>
Message-ID: <589c94400603101642o50232f94x1881a4fe47d4d99@mail.gmail.com>

try to increase fast_cgi server timeout time
also good thing to do is configure your MTA to only pipe message by
message to mailgate script, because LWP (module that is used by
mailgate script to deliver message to RT server) has problems and uses
a lot of memory.

On 3/10/06, Stuart J. Browne <sjbrowne at bluebottle.com> wrote:
> Hi,
>
> I've got an RT 3.4.4 setup running (mysql 4.1.11-Debian_4sarge1-log/FastCGI
> 2.4.2/Apache 2.0.54/Perl 5.8.4), and it was working well until a day or two
> ago.
>
> For some reason, the messages stopped being inserted into the database
> reliably.
>
> When trying rt-mailgate outside of the sendmail pipe, with --debug, I get
> this:
> --------------------
> # /opt/rt3/bin/rt-mailgate --queue support --action correspond --url
> http://example.com/ --debug < /tmp/mail.msg
> Connecting to http://example.com//REST/1.0/NoAuth/mail-gateway at
> /opt/rt3/bin/rt-mailgate line 99, <> line 1.
> An Error Occurred
> =================
>
> 500 read timeout
> This is /opt/rt3/bin/rt-mailgate exiting because of an undefined server
> error at /opt/rt3/bin/rt-mailgate line 147, <> line 1.
> --------------------
>
> This happens with all kinds of messages, both plain-text, and mime-encoded.
> It doesn't happen consistantly, as in sometimes it doesn't work, other times
> it does.
>
> Sometimes this message gets inserted into the database, but it returns this,
> so is considered at failed delivery, so it is queued, and tried again later.
>
> Thinking it might be due to concurrent attempts at running mailgate, I upped
> apache's max-clients, and also the 'FastCgiServer' -connections option, but
> it still occurs.
>
> The database is in a good state (although I wouldn't mind pruning the
> Attachments table a bit (over a GB now)), and is responsive.
>
> I'm not really sure where I should be looking next.
>
> Any advice would be welcomed.
>
> Stuart
>


--
Best regards, Ruslan.

From ruslan.zakirov at gmail.com  Fri Mar 10 19:55:45 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Sat, 11 Mar 2006 03:55:45 +0300
Subject: [rt-users] RTF attachment issue
In-Reply-To: <7.0.1.0.2.20060307214109.042a1c10@axalto.com>
References: <7.0.1.0.2.20060307214109.042a1c10@axalto.com>
Message-ID: <589c94400603101655u5ba4123cg1a79444f72ea453a@mail.gmail.com>

On 3/7/06, Jean Marc Lambert <jmlambert at axalto.com> wrote:
>
> 2/ I also have got an issue of .RTF attachment that is displayed as a
> text file in the ticket.. rather than beeing just presented as a link.
>
> Do you have an idea of the solution to that problem ?
Could you check value of Content-Type header field for that attachment?

> Jean Marc
>


--
Best regards, Ruslan.

From ruslan.zakirov at gmail.com  Fri Mar 10 19:55:45 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Sat, 11 Mar 2006 03:55:45 +0300
Subject: [rt-users] RTF attachment issue
In-Reply-To: <7.0.1.0.2.20060307214109.042a1c10@axalto.com>
References: <7.0.1.0.2.20060307214109.042a1c10@axalto.com>
Message-ID: <589c94400603101655u5ba4123cg1a79444f72ea453a@mail.gmail.com>

On 3/7/06, Jean Marc Lambert <jmlambert at axalto.com> wrote:
>
> 2/ I also have got an issue of .RTF attachment that is displayed as a
> text file in the ticket.. rather than beeing just presented as a link.
>
> Do you have an idea of the solution to that problem ?
Could you check value of Content-Type header field for that attachment?

> Jean Marc
>


--
Best regards, Ruslan.

From ruslan.zakirov at gmail.com  Fri Mar 10 20:01:58 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Sat, 11 Mar 2006 04:01:58 +0300
Subject: [rt-users] Software caused connection abort |
	Apache2::RequestIO::rflush:
In-Reply-To: <B5007EEF41F3D311B80500805F31A6B61A05E532@uihc-mail.uihc.uiowa.edu>
References: <B5007EEF41F3D311B80500805F31A6B61A05E532@uihc-mail.uihc.uiowa.edu>
Message-ID: <589c94400603101701s5dc6a120q45fb3ace7bfdd4ee@mail.gmail.com>

I think error is result of browser stop button pressed before whole
page was sent by server.

On 3/8/06, Flynn, Timothy J <timothy-flynn at uiowa.edu> wrote:
>
> I'm hoping someone can help me figure out why this is happening.  RT is
> working fine apparently, but this log entry appears in the error log and
> similarly in access log: (RT 3.4.5 + apache2)
>
> Apache2::RequestIO::rflush: (103) Software caused connection abort at
> /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 1029
> (/usr/local/rt3/bin/webmux.pl:125)
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>


--
Best regards, Ruslan.

From ruslan.zakirov at gmail.com  Fri Mar 10 20:19:11 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Sat, 11 Mar 2006 04:19:11 +0300
Subject: [rt-users] After upgrade errors
In-Reply-To: <04134A5C87350A45957B81F742510F0202A1ED5B@sfmail.sf.akqa.com>
References: <04134A5C87350A45957B81F742510F0202A1ED5B@sfmail.sf.akqa.com>
Message-ID: <589c94400603101719o1bd9cd39v119e492707f9fa5d@mail.gmail.com>

On 3/11/06, Yevgeniy Busel <yevgeniy.busel at sf.akqa.com> wrote:
> Well, upgrading was done according UPGRADING and README instructions.
Then reread them again.

> Could someone tell me what that error means, so I can start investigate
> how to solve the problem?
This error means that table has no field 'LookupType' which was added
in RT-3.3.0, see etc/upgrade/3.3.0/schema.*. While upgrade you should
upgrade your DB.

>
> RT: DBD::mysql::st execute failed: Unknown column 'main.LookupType' in
> > 'where clause' at
> > /usr/local/lib/perl5/site_perl/5.8.4/DBIx/SearchBuilder/Handle.pm
> > line 480.  (/usr/local/rt3/lib/RT.pm:277)
>
> Thank you.  Yevgeniy
> -----Original Message-----
> From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com]
> Sent: Friday, March 10, 2006 4:32 PM
> To: Yevgeniy Busel
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] After upgrade errors
>
> Read UPGRADING and README files.
>
> On 3/10/06, Yevgeniy Busel <yevgeniy.busel at sf.akqa.com> wrote:
> >
> >
> >
> > From: Yevgeniy Busel
> > Sent: Thursday, March 09, 2006 4:56 PM
> > To: 'rt-users at lists.bestpractical.com'
> > Subject: After upgrade errors
> >
> >
> >
> > I've upgraded RT 3.0.11 to 3.4.4 and it seems to be running fine. But
> > I have one consistent error in the log:
> >
> >
> >
> > Also, I cannot remove any old users from the old groups. However, I
> > can create new users and new groups just fine and add/remove users
> > from newly created groups just fine.  Whenever I try to delete user
> > from the old group rt just hangs for a long period of time and the
> > only way to stop it, I know of , is just to restart apache. So I
> > decided that something wrong with my upgrade and went ahead and made
> > totally new installation of RT 3.4.2 on a different machine and
> > imported my database. I still cannot remove old users and old groups
> > and  getting same error.. but in addition to that error getting a few
> new ones:
> >
> > RT: DBD::mysql::st execute failed: Unknown column 'main.LookupType' in
>
> > 'where clause' at
> > /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm
> > line 480.  (/usr/local/rt3/lib/RT.pm:277)
> >
> > Mar  9 16:40:37 rtest RT: RT::Handle=HASH(0xa86e7a0) couldn't execute
> the
> > query 'SELECT main.* FROM CustomFields main   WHERE ((main.Disabled =
> '0'))
> > AND ((main.LookupType = 'RT::Group')or(main.LookupType = NULL)) ORDER
> > BY main.Name ASC' at
> > /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm
> > line 494.  (/usr/local/rt3/lib/RT.pm:277)
> >
> > Mar  9 16:40:39 rtest RT: DBD::mysql::st execute failed: Unknown
> > column 'main.LookupType' in 'where clause' at
> > /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm
> > line 480.  (/usr/local/rt3/lib/RT.pm:277)
> >
> > Mar  9 16:40:39 rtest RT: RT::Handle=HASH(0xa86e7a0) couldn't execute
> > the query 'SELECT main.* FROM CustomFields main , ObjectCustomFields
> > ObjectCustomFields_1  WHERE ((ObjectCustomFields_1.ObjectId =
> > '89')OR(ObjectCustomFields_1.ObjectId = '0')) AND ((main.Disabled =
> > '0')) AND ((main.LookupType = 'RT::Group')) AND ((main.id =
> > ObjectCustomFields_1.CustomField)) ORDER BY
> > ObjectCustomFields_1.ObjectId ASC, ObjectCustomFields_1.SortOrder ASC'
>
> > at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm
> > line 494.  (/usr/local/rt3/lib/RT.pm:277)
> >
> > Mar  9 16:40:48 rtest RT: Deep recursion on subroutine
> > "RT::ACE::_Value" at
> > /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Record.pm
> > line 425.  (/usr/local/rt3/lib/RT.pm:277)
> >
> > and by the way, on upgraded machine I was running freeBSD4.9, mysql
> > 4.0.20,
> > apache1.3 and perl 5.8.4
> > on new machine I'm running freeBSD6.0, mysql 4.1.13 and perl 5.8.7
> >
> > If someone knows work around, please answer. Any help would be greatly
> > appreciated.   Thank you.
> >
> >
> >
> >
> >
> >
> > Yevgeniy Busel
> > Network/System Administrator
> > yevgeniy.busel at akqa.com
> >
> > AKQA Inc.,
> > 118 King Street, 6th Floor
> > San Francisco, CA 94107
> > Tel: 415.645.9483   Fax: 415.645.9420    www.akqa.com
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com Commercial support:
> > sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
> >
> > We're hiring! Come hack Perl for Best Practical:
> > http://bestpractical.com/about/jobs.html
> >
> >
>
>
> --
> Best regards, Ruslan.
>


--
Best regards, Ruslan.

From ruslan.zakirov at gmail.com  Fri Mar 10 20:19:11 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Sat, 11 Mar 2006 04:19:11 +0300
Subject: [rt-users] After upgrade errors
In-Reply-To: <04134A5C87350A45957B81F742510F0202A1ED5B@sfmail.sf.akqa.com>
References: <04134A5C87350A45957B81F742510F0202A1ED5B@sfmail.sf.akqa.com>
Message-ID: <589c94400603101719o1bd9cd39v119e492707f9fa5d@mail.gmail.com>

On 3/11/06, Yevgeniy Busel <yevgeniy.busel at sf.akqa.com> wrote:
> Well, upgrading was done according UPGRADING and README instructions.
Then reread them again.

> Could someone tell me what that error means, so I can start investigate
> how to solve the problem?
This error means that table has no field 'LookupType' which was added
in RT-3.3.0, see etc/upgrade/3.3.0/schema.*. While upgrade you should
upgrade your DB.

>
> RT: DBD::mysql::st execute failed: Unknown column 'main.LookupType' in
> > 'where clause' at
> > /usr/local/lib/perl5/site_perl/5.8.4/DBIx/SearchBuilder/Handle.pm
> > line 480.  (/usr/local/rt3/lib/RT.pm:277)
>
> Thank you.  Yevgeniy
> -----Original Message-----
> From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com]
> Sent: Friday, March 10, 2006 4:32 PM
> To: Yevgeniy Busel
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] After upgrade errors
>
> Read UPGRADING and README files.
>
> On 3/10/06, Yevgeniy Busel <yevgeniy.busel at sf.akqa.com> wrote:
> >
> >
> >
> > From: Yevgeniy Busel
> > Sent: Thursday, March 09, 2006 4:56 PM
> > To: 'rt-users at lists.bestpractical.com'
> > Subject: After upgrade errors
> >
> >
> >
> > I've upgraded RT 3.0.11 to 3.4.4 and it seems to be running fine. But
> > I have one consistent error in the log:
> >
> >
> >
> > Also, I cannot remove any old users from the old groups. However, I
> > can create new users and new groups just fine and add/remove users
> > from newly created groups just fine.  Whenever I try to delete user
> > from the old group rt just hangs for a long period of time and the
> > only way to stop it, I know of , is just to restart apache. So I
> > decided that something wrong with my upgrade and went ahead and made
> > totally new installation of RT 3.4.2 on a different machine and
> > imported my database. I still cannot remove old users and old groups
> > and  getting same error.. but in addition to that error getting a few
> new ones:
> >
> > RT: DBD::mysql::st execute failed: Unknown column 'main.LookupType' in
>
> > 'where clause' at
> > /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm
> > line 480.  (/usr/local/rt3/lib/RT.pm:277)
> >
> > Mar  9 16:40:37 rtest RT: RT::Handle=HASH(0xa86e7a0) couldn't execute
> the
> > query 'SELECT main.* FROM CustomFields main   WHERE ((main.Disabled =
> '0'))
> > AND ((main.LookupType = 'RT::Group')or(main.LookupType = NULL)) ORDER
> > BY main.Name ASC' at
> > /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm
> > line 494.  (/usr/local/rt3/lib/RT.pm:277)
> >
> > Mar  9 16:40:39 rtest RT: DBD::mysql::st execute failed: Unknown
> > column 'main.LookupType' in 'where clause' at
> > /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm
> > line 480.  (/usr/local/rt3/lib/RT.pm:277)
> >
> > Mar  9 16:40:39 rtest RT: RT::Handle=HASH(0xa86e7a0) couldn't execute
> > the query 'SELECT main.* FROM CustomFields main , ObjectCustomFields
> > ObjectCustomFields_1  WHERE ((ObjectCustomFields_1.ObjectId =
> > '89')OR(ObjectCustomFields_1.ObjectId = '0')) AND ((main.Disabled =
> > '0')) AND ((main.LookupType = 'RT::Group')) AND ((main.id =
> > ObjectCustomFields_1.CustomField)) ORDER BY
> > ObjectCustomFields_1.ObjectId ASC, ObjectCustomFields_1.SortOrder ASC'
>
> > at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm
> > line 494.  (/usr/local/rt3/lib/RT.pm:277)
> >
> > Mar  9 16:40:48 rtest RT: Deep recursion on subroutine
> > "RT::ACE::_Value" at
> > /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Record.pm
> > line 425.  (/usr/local/rt3/lib/RT.pm:277)
> >
> > and by the way, on upgraded machine I was running freeBSD4.9, mysql
> > 4.0.20,
> > apache1.3 and perl 5.8.4
> > on new machine I'm running freeBSD6.0, mysql 4.1.13 and perl 5.8.7
> >
> > If someone knows work around, please answer. Any help would be greatly
> > appreciated.   Thank you.
> >
> >
> >
> >
> >
> >
> > Yevgeniy Busel
> > Network/System Administrator
> > yevgeniy.busel at akqa.com
> >
> > AKQA Inc.,
> > 118 King Street, 6th Floor
> > San Francisco, CA 94107
> > Tel: 415.645.9483   Fax: 415.645.9420    www.akqa.com
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com Commercial support:
> > sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
> >
> > We're hiring! Come hack Perl for Best Practical:
> > http://bestpractical.com/about/jobs.html
> >
> >
>
>
> --
> Best regards, Ruslan.
>


--
Best regards, Ruslan.

From ruslan.zakirov at gmail.com  Fri Mar 10 20:19:11 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Sat, 11 Mar 2006 04:19:11 +0300
Subject: [rt-users] After upgrade errors
In-Reply-To: <04134A5C87350A45957B81F742510F0202A1ED5B@sfmail.sf.akqa.com>
References: <04134A5C87350A45957B81F742510F0202A1ED5B@sfmail.sf.akqa.com>
Message-ID: <589c94400603101719o1bd9cd39v119e492707f9fa5d@mail.gmail.com>

On 3/11/06, Yevgeniy Busel <yevgeniy.busel at sf.akqa.com> wrote:
> Well, upgrading was done according UPGRADING and README instructions.
Then reread them again.

> Could someone tell me what that error means, so I can start investigate
> how to solve the problem?
This error means that table has no field 'LookupType' which was added
in RT-3.3.0, see etc/upgrade/3.3.0/schema.*. While upgrade you should
upgrade your DB.

>
> RT: DBD::mysql::st execute failed: Unknown column 'main.LookupType' in
> > 'where clause' at
> > /usr/local/lib/perl5/site_perl/5.8.4/DBIx/SearchBuilder/Handle.pm
> > line 480.  (/usr/local/rt3/lib/RT.pm:277)
>
> Thank you.  Yevgeniy
> -----Original Message-----
> From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com]
> Sent: Friday, March 10, 2006 4:32 PM
> To: Yevgeniy Busel
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] After upgrade errors
>
> Read UPGRADING and README files.
>
> On 3/10/06, Yevgeniy Busel <yevgeniy.busel at sf.akqa.com> wrote:
> >
> >
> >
> > From: Yevgeniy Busel
> > Sent: Thursday, March 09, 2006 4:56 PM
> > To: 'rt-users at lists.bestpractical.com'
> > Subject: After upgrade errors
> >
> >
> >
> > I've upgraded RT 3.0.11 to 3.4.4 and it seems to be running fine. But
> > I have one consistent error in the log:
> >
> >
> >
> > Also, I cannot remove any old users from the old groups. However, I
> > can create new users and new groups just fine and add/remove users
> > from newly created groups just fine.  Whenever I try to delete user
> > from the old group rt just hangs for a long period of time and the
> > only way to stop it, I know of , is just to restart apache. So I
> > decided that something wrong with my upgrade and went ahead and made
> > totally new installation of RT 3.4.2 on a different machine and
> > imported my database. I still cannot remove old users and old groups
> > and  getting same error.. but in addition to that error getting a few
> new ones:
> >
> > RT: DBD::mysql::st execute failed: Unknown column 'main.LookupType' in
>
> > 'where clause' at
> > /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm
> > line 480.  (/usr/local/rt3/lib/RT.pm:277)
> >
> > Mar  9 16:40:37 rtest RT: RT::Handle=HASH(0xa86e7a0) couldn't execute
> the
> > query 'SELECT main.* FROM CustomFields main   WHERE ((main.Disabled =
> '0'))
> > AND ((main.LookupType = 'RT::Group')or(main.LookupType = NULL)) ORDER
> > BY main.Name ASC' at
> > /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm
> > line 494.  (/usr/local/rt3/lib/RT.pm:277)
> >
> > Mar  9 16:40:39 rtest RT: DBD::mysql::st execute failed: Unknown
> > column 'main.LookupType' in 'where clause' at
> > /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm
> > line 480.  (/usr/local/rt3/lib/RT.pm:277)
> >
> > Mar  9 16:40:39 rtest RT: RT::Handle=HASH(0xa86e7a0) couldn't execute
> > the query 'SELECT main.* FROM CustomFields main , ObjectCustomFields
> > ObjectCustomFields_1  WHERE ((ObjectCustomFields_1.ObjectId =
> > '89')OR(ObjectCustomFields_1.ObjectId = '0')) AND ((main.Disabled =
> > '0')) AND ((main.LookupType = 'RT::Group')) AND ((main.id =
> > ObjectCustomFields_1.CustomField)) ORDER BY
> > ObjectCustomFields_1.ObjectId ASC, ObjectCustomFields_1.SortOrder ASC'
>
> > at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm
> > line 494.  (/usr/local/rt3/lib/RT.pm:277)
> >
> > Mar  9 16:40:48 rtest RT: Deep recursion on subroutine
> > "RT::ACE::_Value" at
> > /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Record.pm
> > line 425.  (/usr/local/rt3/lib/RT.pm:277)
> >
> > and by the way, on upgraded machine I was running freeBSD4.9, mysql
> > 4.0.20,
> > apache1.3 and perl 5.8.4
> > on new machine I'm running freeBSD6.0, mysql 4.1.13 and perl 5.8.7
> >
> > If someone knows work around, please answer. Any help would be greatly
> > appreciated.   Thank you.
> >
> >
> >
> >
> >
> >
> > Yevgeniy Busel
> > Network/System Administrator
> > yevgeniy.busel at akqa.com
> >
> > AKQA Inc.,
> > 118 King Street, 6th Floor
> > San Francisco, CA 94107
> > Tel: 415.645.9483   Fax: 415.645.9420    www.akqa.com
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com Commercial support:
> > sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
> >
> > We're hiring! Come hack Perl for Best Practical:
> > http://bestpractical.com/about/jobs.html
> >
> >
>
>
> --
> Best regards, Ruslan.
>


--
Best regards, Ruslan.

From ruslan.zakirov at gmail.com  Fri Mar 10 20:19:11 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Sat, 11 Mar 2006 04:19:11 +0300
Subject: [rt-users] After upgrade errors
In-Reply-To: <04134A5C87350A45957B81F742510F0202A1ED5B@sfmail.sf.akqa.com>
References: <04134A5C87350A45957B81F742510F0202A1ED5B@sfmail.sf.akqa.com>
Message-ID: <589c94400603101719o1bd9cd39v119e492707f9fa5d@mail.gmail.com>

On 3/11/06, Yevgeniy Busel <yevgeniy.busel at sf.akqa.com> wrote:
> Well, upgrading was done according UPGRADING and README instructions.
Then reread them again.

> Could someone tell me what that error means, so I can start investigate
> how to solve the problem?
This error means that table has no field 'LookupType' which was added
in RT-3.3.0, see etc/upgrade/3.3.0/schema.*. While upgrade you should
upgrade your DB.

>
> RT: DBD::mysql::st execute failed: Unknown column 'main.LookupType' in
> > 'where clause' at
> > /usr/local/lib/perl5/site_perl/5.8.4/DBIx/SearchBuilder/Handle.pm
> > line 480.  (/usr/local/rt3/lib/RT.pm:277)
>
> Thank you.  Yevgeniy
> -----Original Message-----
> From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com]
> Sent: Friday, March 10, 2006 4:32 PM
> To: Yevgeniy Busel
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] After upgrade errors
>
> Read UPGRADING and README files.
>
> On 3/10/06, Yevgeniy Busel <yevgeniy.busel at sf.akqa.com> wrote:
> >
> >
> >
> > From: Yevgeniy Busel
> > Sent: Thursday, March 09, 2006 4:56 PM
> > To: 'rt-users at lists.bestpractical.com'
> > Subject: After upgrade errors
> >
> >
> >
> > I've upgraded RT 3.0.11 to 3.4.4 and it seems to be running fine. But
> > I have one consistent error in the log:
> >
> >
> >
> > Also, I cannot remove any old users from the old groups. However, I
> > can create new users and new groups just fine and add/remove users
> > from newly created groups just fine.  Whenever I try to delete user
> > from the old group rt just hangs for a long period of time and the
> > only way to stop it, I know of , is just to restart apache. So I
> > decided that something wrong with my upgrade and went ahead and made
> > totally new installation of RT 3.4.2 on a different machine and
> > imported my database. I still cannot remove old users and old groups
> > and  getting same error.. but in addition to that error getting a few
> new ones:
> >
> > RT: DBD::mysql::st execute failed: Unknown column 'main.LookupType' in
>
> > 'where clause' at
> > /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm
> > line 480.  (/usr/local/rt3/lib/RT.pm:277)
> >
> > Mar  9 16:40:37 rtest RT: RT::Handle=HASH(0xa86e7a0) couldn't execute
> the
> > query 'SELECT main.* FROM CustomFields main   WHERE ((main.Disabled =
> '0'))
> > AND ((main.LookupType = 'RT::Group')or(main.LookupType = NULL)) ORDER
> > BY main.Name ASC' at
> > /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm
> > line 494.  (/usr/local/rt3/lib/RT.pm:277)
> >
> > Mar  9 16:40:39 rtest RT: DBD::mysql::st execute failed: Unknown
> > column 'main.LookupType' in 'where clause' at
> > /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm
> > line 480.  (/usr/local/rt3/lib/RT.pm:277)
> >
> > Mar  9 16:40:39 rtest RT: RT::Handle=HASH(0xa86e7a0) couldn't execute
> > the query 'SELECT main.* FROM CustomFields main , ObjectCustomFields
> > ObjectCustomFields_1  WHERE ((ObjectCustomFields_1.ObjectId =
> > '89')OR(ObjectCustomFields_1.ObjectId = '0')) AND ((main.Disabled =
> > '0')) AND ((main.LookupType = 'RT::Group')) AND ((main.id =
> > ObjectCustomFields_1.CustomField)) ORDER BY
> > ObjectCustomFields_1.ObjectId ASC, ObjectCustomFields_1.SortOrder ASC'
>
> > at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm
> > line 494.  (/usr/local/rt3/lib/RT.pm:277)
> >
> > Mar  9 16:40:48 rtest RT: Deep recursion on subroutine
> > "RT::ACE::_Value" at
> > /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Record.pm
> > line 425.  (/usr/local/rt3/lib/RT.pm:277)
> >
> > and by the way, on upgraded machine I was running freeBSD4.9, mysql
> > 4.0.20,
> > apache1.3 and perl 5.8.4
> > on new machine I'm running freeBSD6.0, mysql 4.1.13 and perl 5.8.7
> >
> > If someone knows work around, please answer. Any help would be greatly
> > appreciated.   Thank you.
> >
> >
> >
> >
> >
> >
> > Yevgeniy Busel
> > Network/System Administrator
> > yevgeniy.busel at akqa.com
> >
> > AKQA Inc.,
> > 118 King Street, 6th Floor
> > San Francisco, CA 94107
> > Tel: 415.645.9483   Fax: 415.645.9420    www.akqa.com
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com Commercial support:
> > sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
> >
> > We're hiring! Come hack Perl for Best Practical:
> > http://bestpractical.com/about/jobs.html
> >
> >
>
>
> --
> Best regards, Ruslan.
>


--
Best regards, Ruslan.

From jesse at bestpractical.com  Sat Mar 11 00:00:29 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 11 Mar 2006 00:00:29 -0500
Subject: [rt-users] RT VMWare appliance
Message-ID: <20060311050029.GR27104@bestpractical.com>

Tonight during Battlestar Galactica, I put together a first draft of a
VMWare RT Appliance built on Ubuntu Breezy. bzipped, it's about 300 megs. I'm
not likely to have the cycles this week to coordinate some sort of
public mirroring process and our current hosting provider would look
askance at us putting up something 200 times the size of an RT
distribution for public consumption. Does anyone have the cycles, pipe
and interest to make this thing available for people to try out?

Jesse
-- 


From mouse at Rodents.Montreal.QC.CA  Fri Mar 10 23:48:28 2006
From: mouse at Rodents.Montreal.QC.CA (der Mouse)
Date: Fri, 10 Mar 2006 23:48:28 -0500 (EST)
Subject: "RT at a glance" vs Back? [was Re: [rt-users] RT flaky under FastCGI?]
In-Reply-To: <4412032F.3040708@electricembers.net>
References: <4412032F.3040708@electricembers.net>
Message-ID: <200603110506.AAA04757@Sparkle.Rodents.Montreal.QC.CA>

> But when first accessed every morning, and occasionally at random
> times during the day, we just get a 500 Internal Server Error when
> trying to pull up the Web page, and the only thing that fixes it is
> an Apache restart.

This reminds me of a somewhat similar (but less severe) problem with
the RT install I work with.  I always use it with IE (displaying via
remote desktop, in case that matters), and, the first time through, I
log in and get the RT-at-a-glance page normally.  When I browser-back
to that page, or pick it off the history dropdown next to the Back
button, the first time, I get IE's "this page cannot be displayed"
page.  More precisely, I get a page whose body says "The page cannot be
displayed" with boilerplate list of suggestions, and the title bar says
"Cannot find server".  I hit the reload button and it comes up
normally, and for the rest of that session, I can Back to that page, or
jump to it off the history dropdown, and it works fine.  Start a new
IE (with or without killing the old), though, and log in again, and the
first time I Back or history-dropdown to the RT-at-a-glance page, the
same symptom occurs.

Now, this might actually be a problem with IE - goodness knows it
wouldn't be the first time Microsoft broke something - but with it
manifesting only with RT in my (admittedly very limited) experience,
there presumably is something RT is doing that's responsible for, at
least, provoking the problem.

Versions:
	Windows Server 2003 Enterprise Edition
	IE 6.0.3790.1830
	RT 3.4.2
	"Server: Apache/1.3.33 (Unix) PHP/5.0.4 mod_perl/1.29 mod_ssl/2.8.22 OpenSSL/0.9.7f"

If there are any other relevant version numbers, tell me how to get
them and I'll be happy to supply them.  I don't really know very much
about this stuff yet....

/~\ The ASCII				der Mouse
\ / Ribbon Campaign
 X  Against HTML	       mouse at rodents.montreal.qc.ca
/ \ Email!	     7D C8 61 52 5D E7 2D 39  4E F1 31 3E E8 B3 27 4B


From jesse at bestpractical.com  Sat Mar 11 00:10:55 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 11 Mar 2006 00:10:55 -0500
Subject: "RT at a glance" vs Back? [was Re: [rt-users] RT flaky under
	FastCGI?]
In-Reply-To: <200603110506.AAA04757@Sparkle.Rodents.Montreal.QC.CA>
References: <4412032F.3040708@electricembers.net>
	<200603110506.AAA04757@Sparkle.Rodents.Montreal.QC.CA>
Message-ID: <20060311051055.GT27104@bestpractical.com>


> page.  More precisely, I get a page whose body says "The page cannot be
> displayed" with boilerplate list of suggestions, and the title bar says
> "Cannot find server".  I hit the reload button and it comes up
> normally, and for the rest of that session, I can Back to that page, or
> jump to it off the history dropdown, and it works fine.  Start a new
> IE (with or without killing the old), though, and log in again, and the
> first time I Back or history-dropdown to the RT-at-a-glance page, the
> same symptom occurs.

I've seen that with IE, especially under SSL. If I recall correctly,
there are Apache settings one can tweak to work around the issue.


From ges at wingfoot.org  Sat Mar 11 11:12:03 2006
From: ges at wingfoot.org (Glenn Sieb)
Date: Sat, 11 Mar 2006 11:12:03 -0500
Subject: [rt-users] RT flaky under FastCGI?
In-Reply-To: <4412032F.3040708@electricembers.net>
References: <4412032F.3040708@electricembers.net>
Message-ID: <4412F6D3.2010501@wingfoot.org>

Adam Bernstein said the following on 3/10/2006 5:52 PM:
> I've searched the docs and archives, and can't seem to find anyone else
> experiencing this problem, so I'm afraid it might just be somehow
> peculiar to our setup -- but here goes:

I just asked this question the other day.. :-D What seems to work for me
is adding:

-appConnTimeout 240 -startDelay 20

to the FastCGI options stanza in httpd.conf

Best,
--Glenn
-- 
"They that can give up essential liberty to obtain a little temporary
safety deserve neither liberty nor safety."
          ~Benjamin Franklin, Historical Review of Pennsylvania, 1759


From JoopvandeWege at mococo.nl  Sat Mar 11 12:51:23 2006
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Sat, 11 Mar 2006 18:51:23 +0100
Subject: [rt-users] RT VMWare appliance
In-Reply-To: <20060311170006.D68A34D809A@diesel.bestpractical.com>
References: <20060311170006.D68A34D809A@diesel.bestpractical.com>
Message-ID: <20060311184205.CCE9.JOOPVANDEWEGE@mococo.nl>


On Sat, 11 Mar 2006 12:00:06 -0500 (EST)
Jesse wrote:

> Tonight during Battlestar Galactica, I put together a first draft of a
> VMWare RT Appliance built on Ubuntu Breezy. bzipped, it's about 300 megs. I'm
> not likely to have the cycles this week to coordinate some sort of
> public mirroring process and our current hosting provider would look
> askance at us putting up something 200 times the size of an RT
> distribution for public consumption. Does anyone have the cycles, pipe
> and interest to make this thing available for people to try out?
> 
You beat me to it. I have a version using Ubuntu Breezy using Oracle XE
been testing this week and have more or less the same problem with
hosting the VMware file.

Joop
-- 
Joop van de Wege <JoopvandeWege at mococo.nl>



From jesse at bestpractical.com  Sat Mar 11 13:00:29 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 11 Mar 2006 13:00:29 -0500
Subject: [rt-users] RT VMWare appliance
In-Reply-To: <20060311184205.CCE9.JOOPVANDEWEGE@mococo.nl>
References: <20060311170006.D68A34D809A@diesel.bestpractical.com>
	<20060311184205.CCE9.JOOPVANDEWEGE@mococo.nl>
Message-ID: <20060311180028.GY27104@bestpractical.com>


> You beat me to it. I have a version using Ubuntu Breezy using Oracle XE
> been testing this week and have more or less the same problem with
> hosting the VMware file.

I only beat you because my testing involved "reboot, go visit the login
page. It compiles! Ship it!"  (This is very much not something we've
'productized' at this point ;)

Jesse


From wouter.prins at null0.nl  Sat Mar 11 12:56:11 2006
From: wouter.prins at null0.nl (Wouter Prins)
Date: Sat, 11 Mar 2006 18:56:11 +0100
Subject: [rt-users] RT VMWare appliance
In-Reply-To: <20060311050029.GR27104@bestpractical.com>
References: <20060311050029.GR27104@bestpractical.com>
Message-ID: <20060311175611.GA86171@null0.nl>

Hi Jesse,

On Sat, Mar 11, 2006 at 12:00:29AM -0500, Jesse Vincent wrote:
> Tonight during Battlestar Galactica, I put together a first draft of a
> VMWare RT Appliance built on Ubuntu Breezy. bzipped, it's about 300 megs. I'm
> not likely to have the cycles this week to coordinate some sort of
> public mirroring process and our current hosting provider would look
> askance at us putting up something 200 times the size of an RT
> distribution for public consumption. Does anyone have the cycles, pipe
> and interest to make this thing available for people to try out?

How much bandwidht do you think it is gonna take? :)

> 
> Jesse
> -- 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 
> 
> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html

-- 

Famous, adj.:
	Conspicuously miserable.
		-- Ambrose Bierce


From stanb at panix.com  Sun Mar 12 13:48:05 2006
From: stanb at panix.com (stan)
Date: Sun, 12 Mar 2006 13:48:05 -0500
Subject: [rt-users] Help with Apache configuration for RT
Message-ID: <20060312184805.GA24270@teddy.fas.com>

I'm tryiing to get RT set up on a FreeBSD machine. I've installed
the www.rt34 port, and configured corectly (I think) the .pm's

The I added the following to Apache's http.conf:


#
# Aliases: Add here as many aliases as you need (with no limit). The format is 
# Alias fakename realname
#
<IfModule mod_alias.c>

    Alias /rt3 /usr/local/rt3/share/html
    PerlModule Apache::DBI
    <Location /rt3>
       PerlRequire /usr/local/rt3/bin/webmux.pl
       SetHandler perl-script
       PerlHandler RT::Mason
    </Location>

</IfModule>
# End of aliases.

Now, I can go to http://<server_name>/rt3 and I get the login page.
I can then login, but all of the links on that page are bad links
(EG Tools Configuration).

Can some kind soul point out what I'm doing wrong here?

I have other fucntionality that this Apache instance is used
for (IE Wordpress), so I really want to have the rt3 "directory"
be the top level of all RT land.

Thanks for the help.

-- 
U.S. Encouraged by Vietnam Vote - Officials Cite 83% Turnout Despite Vietcong Terror 
- New York Times 9/3/1967


From k_b0000 at yahoo.se  Sun Mar 12 15:15:54 2006
From: k_b0000 at yahoo.se (k b)
Date: Sun, 12 Mar 2006 12:15:54 -0800 (PST)
Subject: [rt-users] Help with Apache configuration for RT
In-Reply-To: <20060312184805.GA24270@teddy.fas.com>
Message-ID: <20060312201554.80540.qmail@web26903.mail.ukl.yahoo.com>

--- stan <stanb at panix.com> wrote:

> I'm tryiing to get RT set up on a FreeBSD machine.
> I've installed
> the www.rt34 port, and configured corectly (I think)
> the .pm's
> 
> The I added the following to Apache's http.conf:
> 
> 
> #
> # Aliases: Add here as many aliases as you need
> (with no limit). The format is 
> # Alias fakename realname
> #
> <IfModule mod_alias.c>
> 
>     Alias /rt3 /usr/local/rt3/share/html
>     PerlModule Apache::DBI
>     <Location /rt3>
>        PerlRequire /usr/local/rt3/bin/webmux.pl
>        SetHandler perl-script
>        PerlHandler RT::Mason
>     </Location>
> 
> </IfModule>
> # End of aliases.
> 
> Now, I can go to http://<server_name>/rt3 and I get
> the login page.
> I can then login, but all of the links on that page
> are bad links
> (EG Tools Configuration).
> 
> Can some kind soul point out what I'm doing wrong
> here?
> 
> I have other fucntionality that this Apache instance
> is used
> for (IE Wordpress), so I really want to have the rt3
> "directory"
> be the top level of all RT land.
> 
> Thanks for the help.
> 



How is your RT_Siteconfig.pm?
(usually found as /opt/rt3/etc/RT_Siteconfig.pm)

in the RT_Siteconfig.pm file there are three lines
that you need to take a look at. in your case i think
they should look like:

Set($WebPath , "/rt3");
Set($WebBaseURL , "http://your.server.com$WebPort");
Set($WebURL , $WebBaseURL . $WebPath . "/");

after you change, restart your web server.



__________________________________________________
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From vivek at khera.org  Sun Mar 12 21:31:09 2006
From: vivek at khera.org (Vivek Khera)
Date: Sun, 12 Mar 2006 21:31:09 -0500
Subject: [rt-users] RT flaky under FastCGI?
In-Reply-To: <4412032F.3040708@electricembers.net>
References: <4412032F.3040708@electricembers.net>
Message-ID: <5B71FE02-A928-430A-B79B-4109FE0439A0@khera.org>


On Mar 10, 2006, at 5:52 PM, Adam Bernstein wrote:

> The recurrence every morning must be related either to the cleaning  
> of old session data or the stop and start of Apache every night for  
> log rotation, except we can't replicate it via playing with the  
> session data and Apache stops/starts during the day, so I'm at a  
> loss.  Are people running RT under FastCGI with no problems?  Does  
> anyone happen to know of some bug that would explain this problem,  
> or at least have ideas as to how to pin it down further?

There used to be this effect called "the morning bug" which was often  
observed with apache and mod_perl.  It is observed when you have a DB  
that times out connections and a DB connection cache layer in your  
app that doesn't notice the DB went away.  The Apache::DBD got  
smarter and the problem mostly vanished.

I'd look to that timeout type of thing since you say it happens in  
the morning.

Also, FWIW, I run RT 3.4.4 from FreeBSD ports on a FreeBSD 6.0 system  
and apache2, perl 5.8.7.  The mod_fastcgi in apache 1 was not all  
that great.  If you can, try upgrading it all to the latest of  
everything, or at least move to apache2 and a newer mod_fastcgi.

Our setup is completely stable and pretty darned fast.



From msnyder at servervault.com  Mon Mar 13 01:55:38 2006
From: msnyder at servervault.com (Mathew Snyder)
Date: Mon, 13 Mar 2006 01:55:38 -0500
Subject: [rt-users] DBIx::SearchBuilder errors
Message-ID: <4415176A.5060206@servervault.com>

I'm trying to get a new RT server up for the first time.  I've 
encountered a couple issues that I can't seem to find solutions to.  One 
shows up when I restart httpd.  I've found it on Google but have not 
found a solution that does anything about it:

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

Another is an Internal Server Error when I attempt to access RT via a 
browser.  I looked at the logs and have found three things that seem to 
be the most important.  One is:

Unable to load DBIx::SearchBuilder database handle for 'mysql'.  Perhaps 
you've picked an invalid database type or spelled it incorrectly.

The other is:

Can't locate DBIx/SearchBuilder/Handle/mysql.pm in @INC (it then lists a 
long series of include files).  This lists ends with the third item:

BEGIN failed--compilation aborted at (eval 193) line 1.
Compilation failed in require at /usr/local/rt3/lib/RT.pm line 172.

I haven't found any solutions to these so any help will be appreciated.  
Please contact me if more information is needed.

--
Mathew Snyder
Network+
Systems Administrator
ServerVault TechOps


From panu at colorplaza.com  Mon Mar 13 06:29:31 2006
From: panu at colorplaza.com (Panu)
Date: Mon, 13 Mar 2006 12:29:31 +0100
Subject: [rt-users] RT VMWare appliance
In-Reply-To: <20060312170004.CE43B4D80EA@diesel.bestpractical.com>
References: <20060312170004.CE43B4D80EA@diesel.bestpractical.com>
Message-ID: <4415579B.7010508@colorplaza.com>

>> distribution for public consumption. Does anyone have the cycles, pipe
>> and interest to make this thing available for people to try out?
> 
> How much bandwidht do you think it is gonna take? :)

Make it an torrent, should lower the bandwidth requirement.

Panu


From jlee at pbu.edu  Mon Mar 13 10:03:31 2006
From: jlee at pbu.edu (Jay Lee)
Date: Mon, 13 Mar 2006 10:03:31 -0500 (EST)
Subject: [rt-users] RT VMWare appliance
In-Reply-To: <4415579B.7010508@colorplaza.com>
References: <20060312170004.CE43B4D80EA@diesel.bestpractical.com>
	<4415579B.7010508@colorplaza.com>
Message-ID: <1097.68.83.41.177.1142262211.squirrel@www.mail.pbu.edu>


On Mon, March 13, 2006 6:29 am, Panu wrote:
>>> distribution for public consumption. Does anyone have the cycles,
>>> pipe and interest to make this thing available for people to try out?
>>
>> How much bandwidht do you think it is gonna take? :)

I agree, we have dual T1s, I can't host something like this but I'd be
glad to seed a torrent of it for a while...

Jay
-- 
Jay Lee
Network / Systems Administrator
Information Technology Dept.
Philadelphia Biblical University
--


From nmetrowsky at digitalglobe.com  Mon Mar 13 10:30:04 2006
From: nmetrowsky at digitalglobe.com (Nick Metrowsky)
Date: Mon, 13 Mar 2006 08:30:04 -0700
Subject: [rt-users] Getting Queue Name via Perl
Message-ID: <C1BF1C58F42A304A899E2933C220F48A39334C@COMAIL02.digitalglobe.com>

Hi Ruslan,

 

Thank you for writing. The code snippet you sent me work great!

 

Take care!

 

Nick

 

------------------------------------------------------------------------
---------

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com> 

DigitalGlobe (r), An Imaging and Information Company

http://www.digitalglobe.com <http://www.digitalglobe.com> 

------------------------------------------------------------------------
---------

 

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From djimenez at membersourcecu.org  Mon Mar 13 11:39:02 2006
From: djimenez at membersourcecu.org (Daniel Jimenez)
Date: Mon, 13 Mar 2006 10:39:02 -0600
Subject: [rt-users] Custom Action not performed if root
Message-ID: <B35695B49A8B124E81EB54BBDA6B3A5E020890@EXCHANGE01.ptt.org>

If that's the case, what am I doing wrong? I'd like for the custom
action to not be performed if userid = XX or if it's RT_System. 

-----Original Message-----
From: Todd Chapman [mailto:todd at chaka.net] 
Sent: Friday, March 10, 2006 9:25 AM
To: Daniel Jimenez
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Custom Action not performed if root

On Fri, Mar 10, 2006 at 09:06:10AM -0600, Daniel Jimenez wrote:
> Not in my situation because currently it returns 1 if it's the system
> user and doesn't perform the action. 

I'm confused. Your code below returns 1 no matter
what happens. It doesn't make any sense!

> 
> -----Original Message-----
> From: Todd Chapman [mailto:todd at chaka.net] 
> Sent: Thursday, March 09, 2006 9:39 PM
> To: Daniel Jimenez
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Custom Action not performed if root
> 
> On Thu, Mar 09, 2006 at 06:37:45PM -0600, Daniel Jimenez wrote:
> > All,
> >  
> > I'm having trouble with the below...
> >  
> > # get actor ID
> > my $Actor = $self->TransactionObj->Creator;
> >  
> > # if actor is RT_SystemUser or root then get out of here
> > return 1 if $Actor == $RT::SystemUser->id;
> > return 1 if $Actor == root;
> >  
> > return 1;
> >  
> > I've tried == root and == 12 (the User's ID). Am I doing something
> > wrong?
> >  
> 
> Daniel,
> 
> If you don't want the action performed you should return 0,
> not 1.
> 
> -Todd


From fran at cis.uab.edu  Mon Mar 13 12:20:46 2006
From: fran at cis.uab.edu (Fran Fabrizio)
Date: Mon, 13 Mar 2006 11:20:46 -0600
Subject: [rt-users] Privileged users seeing tickets they requested in RT3
Message-ID: <4415A9EE.90303@cis.uab.edu>


Our unprivileged users find the "Tickets I Requested" web interface 
quite useful, however, privileged users don't get that same view.  Is 
there a way to add that "widget" onto the Home page for privileged users 
too?  We have several users who are privileged because they manage one 
queue but who are essentially unprivileged users for all the other queues. 

I've been poking around the wiki docs but haven't seen anything that 
looks like what I am looking for.

Thanks!

-- 
Fran Fabrizio
Senior Systems Analyst
Department of Computer and Information Sciences
University of Alabama at Birmingham
http://www.cis.uab.edu/
205.934.0653



From Brian_Gupta at timeinc.com  Mon Mar 13 14:20:10 2006
From: Brian_Gupta at timeinc.com (Brian_Gupta at timeinc.com)
Date: Mon, 13 Mar 2006 14:20:10 -0500
Subject: [rt-users] Re: RT VMWare appliance
Message-ID: <4D0FD2F4B17F334AAC95B9CE02800477786740@nycmailmb04.enterprise.corpad.timeinc.com>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

Give me the torrent details... I'll put it up relatively permanently, and forward you the info so you can add it to the seed file. (768kbit upstream).

(This will be on a personal system, not a Time Inc. system).

Brian Gupta

-----BEGIN PGP SIGNATURE-----
Version: PGP Desktop 9.0.5 (Build 5050)

iQA/AwUBRBXF6qCo3Yt1MVNwEQLt6wCgldNfqdsScE7OyHz7ehcFSI6AexYAoJs8
J/Eg9EMhyW22it/yJnzJBJal
=Ifm5
-----END PGP SIGNATURE-----


From tmaciak at ci.grand-rapids.mi.us  Mon Mar 13 15:01:04 2006
From: tmaciak at ci.grand-rapids.mi.us (tmaciak at ci.grand-rapids.mi.us)
Date: Mon, 13 Mar 2006 15:01:04 -0500
Subject: [rt-users] sporadic Error on rt 3.4.2 / Fedora Core 4 inside the
	Query Builder page
Message-ID: <"H0000c1a01283189.1142280063.frozone1.grand-rapids.mi.us*"@MHS>

   I get the following error sporadically (maybe 1 out of 5 tries) when I
   click on the New Query button under Tickets.  It appears only in the lower
   right column for "Saved Searches" (which I currently have 1).  When this
   error happens I also do not see the Display columns section either but
   that is most likely due to the DIE statement that it encounters.  When
   this code

   Does work (in the 4 out of 5 instances) I am able to successfully run my
   saved query.

   

   Has anyone ever ran into such a situation like this?  If so, what did you
   do to fix it?

   

   error:    RT::Attribute::Name Unimplemented in RT::Attributes.             
             (/opt/rt3/lib/RT/Attributes_Overlay.pm line 79)                  
   context:  ...                                                              
             492:  else {                                                     
             493:  my ( $package, $filename, $line );                         
             494:  ( $package, $filename, $line ) = caller;                   
             495:                                                             
             496:  die "$AUTOLOAD Unimplemented in $package. ($filename line  
                   $line) \n";                                                
             497:  }                                                          
             498:                                                             
             499:  }                                                          
             500:                                                             
             ...                                                              
   code      /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm:496  
   stack:    /opt/rt3/lib/RT/Attributes_Overlay.pm:79                         
             /opt/rt3/lib/RT/Attributes_Overlay.pm:71                         
             /opt/rt3/lib/RT/Attributes_Overlay.pm:86                         
             /opt/rt3/lib/RT/Attributes_Overlay.pm:117                        
             /opt/rt3/share/html/Search/Elements/SelectSearchesForObjects:58  
             /opt/rt3/local/html/Search/Elements/EditSearches:75              
             /opt/rt3/share/html/Search/Build.html:79                         
             /opt/rt3/share/html/autohandler:215                              

   [1]raw error

 RT::Attribute::Name Unimplemented in RT::Attributes. (/opt/rt3/lib/RT/Attributes_Overlay.pm line 79)

 

 

 Trace begun at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Exceptions.pm line 129

 HTML::Mason::Exceptions::rethrow_exception('RT::Attribute::Name Unimplemented in RT::Attributes. (/opt/rt3/lib/RT/Attributes_Overlay.pm line 79) ^J') called at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm line 496

 DBIx::SearchBuilder::Record::AUTOLOAD('RT::Attribute=HASH(0xc2ce42c)') called at /opt/rt3/lib/RT/Attributes_Overlay.pm line 79

 RT::Attributes::_BuildAccessTable('RT::Attributes=HASH(0xc2b3d18)') called at /opt/rt3/lib/RT/Attributes_Overlay.pm line 71

 RT::Attributes::_DoSearch('RT::Attributes=HASH(0xc2b3d18)') called at /opt/rt3/lib/RT/Attributes_Overlay.pm line 86

 RT::Attributes::_AttrHash('RT::Attributes=HASH(0xc2b3d18)') called at /opt/rt3/lib/RT/Attributes_Overlay.pm line 117

 RT::Attributes::Named('RT::Attributes=HASH(0xc2b3d18)', 'SavedSearch') called at /opt/rt3/share/html/Search/Elements/SelectSearchesForObjects line 58

 HTML::Mason::Commands::__ANON__('Name', 'LoadSavedSearch', 'Objects', 'ARRAY(0xc34f248)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135

 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xc3732b4)', 'Name', 'LoadSavedSearch', 'Objects', 'ARRAY(0xc34f248)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1255

 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1249

 HTML::Mason::Request::comp(undef, undef, 'Name', 'LoadSavedSearch', 'Objects', 'ARRAY(0xc34f248)') called at /opt/rt3/local/html/Search/Elements/EditSearches line 75

 HTML::Mason::Commands::__ANON__('CurrentSearch', 'HASH(0xc33ddbc)', 'Dirty', 0, 'SearchId', 'new') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135

 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xc35ec10)', 'CurrentSearch', 'HASH(0xc33ddbc)', 'Dirty', 0, 'SearchId', 'new') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1255

 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1249

 HTML::Mason::Request::comp(undef, undef, 'CurrentSearch', 'HASH(0xc33ddbc)', 'Dirty', 0, 'SearchId', 'new') called at /opt/rt3/share/html/Search/Build.html line 79

 HTML::Mason::Commands::__ANON__('NewQuery', 1, 'NewQuery', 1) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135

 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xc005a50)', 'NewQuery', 1, 'NewQuery', 1) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1255

 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1249

 HTML::Mason::Request::comp(undef, undef, 'NewQuery', 1, 'NewQuery', 1) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 916

 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xc047b80)', 'NewQuery', 1) called at /opt/rt3/share/html/autohandler line 215

 HTML::Mason::Commands::__ANON__('NewQuery', 1) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135

 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbd59b38)', 'NewQuery', 1) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1250

 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1249

 HTML::Mason::Request::comp(undef, undef, undef, 'NewQuery', 1) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 461

 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 461

 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 413

 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xc047b80)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 167

 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xc047b80)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 817

 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xa47c7f0)', 'Apache2::RequestRec=SCALAR(0xbf93c50)') called at /opt/rt3/bin/webmux.pl line 124

 eval {...} at /opt/rt3/bin/webmux.pl line 124

 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xbf93c50)') called at -e line 0

 eval {...} at -e line 0

   

   

   T.J. Maciak

   

   Internet/Intranet Developer

   Department of IT

   City of Grand Rapids

   P: (616)456-3713

   F: (616)456-3448

References

   Visible links
   1. http://devhelpdesk/rt/Search/Build.html?NewQuery=1#raw
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From ruslan.zakirov at gmail.com  Mon Mar 13 15:18:57 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Mon, 13 Mar 2006 23:18:57 +0300
Subject: [rt-users] Privileged users seeing tickets they requested in RT3
In-Reply-To: <4415A9EE.90303@cis.uab.edu>
References: <4415A9EE.90303@cis.uab.edu>
Message-ID: <589c94400603131218i21989422w7227c2012ee799b6@mail.gmail.com>

There is extension on the wiki that allow you to put Saved Searches on
the main page for RT-3.4, but in 3.5 branch this functionality is in
core and you can build query "Tickets CurrentUser Requested".
Also it's easy to copy component that builds "Tickets I own" box and
change it to "Tickets I requested" without applying extension or
upgrading.

On 3/13/06, Fran Fabrizio <fran at cis.uab.edu> wrote:
>
> Our unprivileged users find the "Tickets I Requested" web interface
> quite useful, however, privileged users don't get that same view.  Is
> there a way to add that "widget" onto the Home page for privileged users
> too?  We have several users who are privileged because they manage one
> queue but who are essentially unprivileged users for all the other queues.
>
> I've been poking around the wiki docs but haven't seen anything that
> looks like what I am looking for.
>
> Thanks!
>
> --
> Fran Fabrizio
> Senior Systems Analyst
> Department of Computer and Information Sciences
> University of Alabama at Birmingham
> http://www.cis.uab.edu/
> 205.934.0653
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>


--
Best regards, Ruslan.

From ruslan.zakirov at gmail.com  Mon Mar 13 15:44:17 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Mon, 13 Mar 2006 23:44:17 +0300
Subject: [rt-users] Custom Action not performed if root
In-Reply-To: <B35695B49A8B124E81EB54BBDA6B3A5E020890@EXCHANGE01.ptt.org>
References: <B35695B49A8B124E81EB54BBDA6B3A5E020890@EXCHANGE01.ptt.org>
Message-ID: <589c94400603131244h495d6dep7ba8b51fa551f5f8@mail.gmail.com>

my $ActorObj = $self->TransactionObj->CreatorObj;

# if actor is RT_SystemUser or root then return false
return 0 if $ActorObj->id == $RT::SystemUser->id;
return 0 if $ActorObj->Name eq 'root';
return 1;

On 3/13/06, Daniel Jimenez <djimenez at membersourcecu.org> wrote:
> If that's the case, what am I doing wrong? I'd like for the custom
> action to not be performed if userid = XX or if it's RT_System.
>
> -----Original Message-----
> From: Todd Chapman [mailto:todd at chaka.net]
> Sent: Friday, March 10, 2006 9:25 AM
> To: Daniel Jimenez
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Custom Action not performed if root
>
> On Fri, Mar 10, 2006 at 09:06:10AM -0600, Daniel Jimenez wrote:
> > Not in my situation because currently it returns 1 if it's the system
> > user and doesn't perform the action.
>
> I'm confused. Your code below returns 1 no matter
> what happens. It doesn't make any sense!
>
> >
> > -----Original Message-----
> > From: Todd Chapman [mailto:todd at chaka.net]
> > Sent: Thursday, March 09, 2006 9:39 PM
> > To: Daniel Jimenez
> > Cc: rt-users at lists.bestpractical.com
> > Subject: Re: [rt-users] Custom Action not performed if root
> >
> > On Thu, Mar 09, 2006 at 06:37:45PM -0600, Daniel Jimenez wrote:
> > > All,
> > >
> > > I'm having trouble with the below...
> > >
> > > # get actor ID
> > > my $Actor = $self->TransactionObj->Creator;
> > >
> > > # if actor is RT_SystemUser or root then get out of here
> > > return 1 if $Actor == $RT::SystemUser->id;
> > > return 1 if $Actor == root;
> > >
> > > return 1;
> > >
> > > I've tried == root and == 12 (the User's ID). Am I doing something
> > > wrong?
> > >
> >
> > Daniel,
> >
> > If you don't want the action performed you should return 0,
> > not 1.
> >
> > -Todd
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>


--
Best regards, Ruslan.

From dylan.masson at gmail.com  Mon Mar 13 16:01:35 2006
From: dylan.masson at gmail.com (Dylan Masson)
Date: Mon, 13 Mar 2006 16:01:35 -0500
Subject: [rt-users] LDAP to AD for AutoCreateAndCanonicalizeUserInfo
Message-ID: <d7d1e1ce0603131301g28eae3a3je6d830e392ff7822@mail.gmail.com>

  Hey Everyone,
  I was wondering if anyone has gotten this to work. I'm using the
LDAP overlay to get data from our Active Directory tree to have it
pass the data to RT to automate the AutoCreateAndCanonicalizeUserInfo
process. I've gotten to the point where it will create an account, but
since it's trying to get the hash info for for the user's password,
and AD uses Kerberos, it doesn't populate the password. Has anyone
gotten the Kerberos passwords to automatically parse into this? Do I
simply need to call on a different set of attributes?

  Any help would be greatly appreciated.
  Dyl


From petipp at hotmail.com  Mon Mar 13 16:06:35 2006
From: petipp at hotmail.com (peti peti)
Date: Mon, 13 Mar 2006 21:06:35 +0000
Subject: [rt-users] RT and oracle
Message-ID: <BAY103-F2BADA02DB635BC96112E0C7E00@phx.gbl>

I had the same problem.

I changed mod_perl 2.0.2 to mod_perl 1.29 and it runs ok:

Now my installation is:

RT		3.4.4
Apache      	1.3.34
Perl		5.8
mod_perl	                1.29

and it works ok



-----Mensaje original-----
De: Joop van de Wege [mailto:JoopvandeWege at mococo.nl]
Enviado el: mi?rcoles, 08 de marzo de 2006 7:53
Para: rt-users at lists.bestpractical.com
Asunto: [rt-users] RT and oracle


On Tue,  7 Mar 2006 11:14:43 -0500 (EST)
rt-users-request at lists.bestpractical.com wrote:

>Date: Tue, 7 Mar 2006 08:21:20 -0600
>From: "Don Beethe" <dmbeethe at fedex.com>
>Subject: [rt-users] RT and oracle
>To: <rt-users at lists.bestpractical.com>
>Message-ID:
>	<CBFD49490FF183498C0C74C2317C7FE5031B78C3 at MEMEXCH06V.corp.ds.fedex.com>
>
>Content-Type: text/plain;	charset="us-ascii"
>
>  Trying to get RT with oracle database running. I've got Apache 2.0.54,
>mod_perl 2.0.2, perl 5.8.5 and oracle 9.2.0. I try to start apache and
>get: Can't locate object method "server" via package "Apache" at
>/opt/rt3/lib/RT/Interface/Web/Handler.pm line 121
>
>Is there some module I'm missing? Tried adding PerlModule Apache2::compat 
>to my httpd.conf to no avail.

There is something weird going on. I have a FC4 installation with
RT-3.4.4 and OracleXE using Apache 2.0.54, mod_perl-2.0.1, perl 5.8.6
and encountered the same error. I have gone as far as re-installing that
system with all packages just in case I missed something, same result.
I now have a Ubuntu systeem with the same configuration, almost, and
that works OK using fastcgi. I'll see if I can get RT to work with
mod_perl. I suspect the same problems though.
The reason is that the subroutine InitSessionDir is checking whether the
database is mysql/pg or something else. When it is something else it
will store its sessionfiles on disk and that piece of code is using
mod_perl-1 functions. I commented that part partly out and then it works.
Another way is to include Oracle in the comparison.

sub InitSessionDir {
    # Activate the following if running httpd as root (the normal case).
    # Resets ownership of all files created by Mason at startup.
    # Note that mysql uses DB for sessions, so there's no need to do this.
    unless ( $RT::DatabaseType =~ /(?:mysql|Pg)/ ) {

        # Clean up our umask to protect session files
        umask(0077);

#        if ($CGI::MOD_PERL) {
#            chown( Apache->server->uid, Apache->server->gid,
#                $RT::MasonSessionDir )
#            if Apache->server->can('uid');
#        }

        # Die if WebSessionDir doesn't exist or we can't write to it
        stat($RT::MasonSessionDir);
        die "Can't read and write $RT::MasonSessionDir"
        unless ( ( -d _ ) and ( -r _ ) and ( -w _ ) );
    }

}


Joop

--
Joop van de Wege <JoopvandeWege at mococo.nl>

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

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly 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 jjesse at ftpb.com  Mon Mar 13 16:26:36 2006
From: jjesse at ftpb.com (Jonathan Jesse)
Date: Mon, 13 Mar 2006 16:26:36 -0500
Subject: [rt-users] question on tracking down an error using RT and the Holy
	Grail for Single Sign-on
Message-ID: <A54229E93E23F34CB267F60E2E39D4FD0184C3BC@mail1.founderstrust.net>

I am receiving this error message constantly and cannot access the RT
page, it is a test system.  Debian Sarge with Reqeust-Tracker 3.4 using
FastCGI.

 

Can't locate /etc/request-tracker3.4/RT_siteConfig.pm in @INC (@INC
contains: /usr/local/share/request-tracker3.4/li
/us/share/request-tracker3.4/lib /etc/perl /usr/local/lib/perl/5.8.4
/usr/local/share/perl/5.8.4 /usr/lib/perl5 /usr/lib/perl5
/usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8
/usr/local/lib/site_perl .) at /usr/share/request-tracker3.4/lib/RT.pm
lin 123 <DATA> line 273.

 

>From the error I can see that /etc/request-tracker is not included in
the @INC, but I am a newbie to this and can't figure out what is exactly
missing, is the @INC missing at line 123 or line 273?  Any help would be
appreciated and thank you for helping me on what should be a simple
error.

 

 

 

Jonathan Jesse

Network Administrator

Founders Trust Personal Bank

616-575-3776

jjesse at ftpb.com

This page and any accompanying documents contain confidential
information intended for a specific individual and purpose.  If you are
not the intended recipient you are hereby notified that any disclosure,
copying, distribution, or use of the information contained herein
(including any reliance thereon) is strictly prohibited.  If you
received this transmission in error, please immediately contact the
sender and destroy the material in its entirety, whether in electronic
or hard copy format.

 

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From seph at directionless.org  Mon Mar 13 16:51:33 2006
From: seph at directionless.org (seph)
Date: Mon, 13 Mar 2006 16:51:33 -0500
Subject: [rt-users] Re: LDAP to AD for AutoCreateAndCanonicalizeUserInfo
In-Reply-To: <d7d1e1ce0603131301g28eae3a3je6d830e392ff7822@mail.gmail.com>
	(Dylan Masson's message of "Mon, 13 Mar 2006 16:01:35 -0500")
References: <d7d1e1ce0603131301g28eae3a3je6d830e392ff7822@mail.gmail.com>
Message-ID: <w52oe0aui6y.fsf@lame.message.id>

"Dylan Masson" <dylan.masson at gmail.com> writes:

>   Hey Everyone,
>   I was wondering if anyone has gotten this to work. I'm using the
> LDAP overlay to get data from our Active Directory tree to have it
> pass the data to RT to automate the AutoCreateAndCanonicalizeUserInfo
> process. I've gotten to the point where it will create an account, but
> since it's trying to get the hash info for for the user's password,
> and AD uses Kerberos, it doesn't populate the password. Has anyone
> gotten the Kerberos passwords to automatically parse into this? Do I
> simply need to call on a different set of attributes?

You wouldn't usually stick the password into RT. Instead you'd either
use ExternalAuth and have apache talk to AD; or use the ldap overlay
to override the password auth function.

seph


From dylan.masson at gmail.com  Mon Mar 13 16:53:56 2006
From: dylan.masson at gmail.com (Dylan Masson)
Date: Mon, 13 Mar 2006 16:53:56 -0500
Subject: [rt-users] Re: LDAP to AD for AutoCreateAndCanonicalizeUserInfo
In-Reply-To: <w52oe0aui6y.fsf@lame.message.id>
References: <d7d1e1ce0603131301g28eae3a3je6d830e392ff7822@mail.gmail.com>
	<w52oe0aui6y.fsf@lame.message.id>
Message-ID: <d7d1e1ce0603131353j2c684122w193851274b3fc08b@mail.gmail.com>

Thanks! I'll give that a shot.

On 3/13/06, seph <seph at directionless.org> wrote:
> "Dylan Masson" <dylan.masson at gmail.com> writes:
>
> >   Hey Everyone,
> >   I was wondering if anyone has gotten this to work. I'm using the
> > LDAP overlay to get data from our Active Directory tree to have it
> > pass the data to RT to automate the AutoCreateAndCanonicalizeUserInfo
> > process. I've gotten to the point where it will create an account, but
> > since it's trying to get the hash info for for the user's password,
> > and AD uses Kerberos, it doesn't populate the password. Has anyone
> > gotten the Kerberos passwords to automatically parse into this? Do I
> > simply need to call on a different set of attributes?
>
> You wouldn't usually stick the password into RT. Instead you'd either
> use ExternalAuth and have apache talk to AD; or use the ldap overlay
> to override the password auth function.
>
> seph
>


From sjbrowne at bluebottle.com  Mon Mar 13 20:51:39 2006
From: sjbrowne at bluebottle.com (Stuart J. Browne)
Date: Tue, 14 Mar 2006 12:51:39 +1100
Subject: [rt-users] Issue with rt-mailgate
References: <041f01c643e4$a8ef3010$4201a8c0@bluebottle.com>
	<589c94400603101642o50232f94x1881a4fe47d4d99@mail.gmail.com>
Message-ID: <07ef01c64709$d812b420$4201a8c0@bluebottle.com>

----- Original Message ----- 
From: "Ruslan Zakirov" <ruslan.zakirov at gmail.com>
To: "Stuart J. Browne" <sjbrowne at bluebottle.com>
Cc: <rt-users at lists.bestpractical.com>
Sent: Saturday, March 11, 2006 11:42 AM
Subject: Re: [rt-users] Issue with rt-mailgate


>
> On 3/10/06, Stuart J. Browne <sjbrowne at bluebottle.com> wrote:
>> Hi,
>>
>> I've got an RT 3.4.4 setup running (mysql 
>> 4.1.11-Debian_4sarge1-log/FastCGI
>> 2.4.2/Apache 2.0.54/Perl 5.8.4), and it was working well until a day or 
>> two
>> ago.

<SNIP>

>> --------------------
>> # /opt/rt3/bin/rt-mailgate --queue support --action correspond --url
>> http://example.com/ --debug < /tmp/mail.msg
>> Connecting to http://example.com//REST/1.0/NoAuth/mail-gateway at
>> /opt/rt3/bin/rt-mailgate line 99, <> line 1.
>> An Error Occurred
>> =================
>>
>> 500 read timeout
>> This is /opt/rt3/bin/rt-mailgate exiting because of an undefined server
>> error at /opt/rt3/bin/rt-mailgate line 147, <> line 1.
>> --------------------

<SNIP>

> try to increase fast_cgi server timeout time
> also good thing to do is configure your MTA to only pipe message by
> message to mailgate script, because LWP (module that is used by
> mailgate script to deliver message to RT server) has problems and uses
> a lot of memory.

>From my Apache config:
    FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 
300 -processes 15

The idle-timeout is how it's always been set up.  Is there another timeout I 
should be setting?

As for deliverying one message at a time, do you know how to configure 
sendmail to do this?

Stuart 



From astrachan at inter-systems.com.au  Mon Mar 13 20:53:23 2006
From: astrachan at inter-systems.com.au (Alex Strachan)
Date: Tue, 14 Mar 2006 11:53:23 +1000
Subject: [rt-users] Using WebRT 3.5.7 - cannot find server - failure on
	creating ticket with New Ticket In form
Message-ID: <20060314015331.VDCF3168.omta02ps.mx.bigpond.com@remus>

Using an upgraded installation version 3.5.7.  Occurs for all user accounts.

Error:
The page cannot be displayed
The page you are looking for is currently unavailable. The Web site might be
experiencing technical difficulties, or you may need to adjust your browser
settings.

On refresh displays - RT Error - Queue could not be loaded



http.conf for fastcgi module:
LoadModule fastcgi_module modules/mod_fastcgi.so
FastCgiIpcDir /tmp
FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 240
-init-start-delay 30 -processes 8

[root at canopus logs]# tail ssl_error_log ssl_request_log ssl_access_log
==> ssl_error_log <==
 (/opt/rt3/share/html/autohandler:209), referer: https://canopus:20443/
[Tue Mar 14 11:40:42 2006] [error] [client 192.168.201.116] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" stderr: [Tue Mar 14 01:40:42 2006]
[error]: WebRT: Queue could not be loaded. ()
(/opt/rt3/share/html/Elements/Error:76)

==> ssl_request_log <==
[14/Mar/2006:11:46:17 +1000] 192.168.201.116 SSLv3 RC4-MD5 "GET
/NoAuth/css/3.5-default/approvals.css HTTP/1.1" 974
[14/Mar/2006:11:46:17 +1000] 192.168.201.116 SSLv3 RC4-MD5 "GET
/NoAuth/css/3.5-default/forms.css HTTP/1.1" 1520
[14/Mar/2006:11:46:17 +1000] 192.168.201.116 SSLv3 RC4-MD5 "GET
/NoAuth/css/3.5-default/ticket.css HTTP/1.1" 155
[14/Mar/2006:11:46:17 +1000] 192.168.201.116 SSLv3 RC4-MD5 "GET
/NoAuth/css/3.5-default/transactions.css HTTP/1.1" 2484
[14/Mar/2006:11:46:17 +1000] 192.168.201.116 SSLv3 RC4-MD5 "GET
/NoAuth/css/3.5-default/nav.css HTTP/1.1" 2172
[14/Mar/2006:11:46:17 +1000] 192.168.201.116 SSLv3 RC4-MD5 "GET
/NoAuth/css/3.5-default/header.css HTTP/1.1" 2097
[14/Mar/2006:11:46:17 +1000] 192.168.201.116 SSLv3 RC4-MD5 "GET
/NoAuth/css/3.5-default/footer.css HTTP/1.1" 909
[14/Mar/2006:11:46:16 +1000] 192.168.201.116 SSLv3 RC4-MD5 "GET
/NoAuth/css/print.css HTTP/1.1" 444
[14/Mar/2006:11:46:17 +1000] 192.168.201.116 SSLv3 RC4-MD5 "GET
/NoAuth/js/titlebox-state.js HTTP/1.1" 928
[14/Mar/2006:11:46:27 +1000] 192.168.201.116 SSLv3 RC4-MD5 "POST
/Ticket/Create.html HTTP/1.1" -

==> ssl_access_log <==
192.168.201.116 - - [14/Mar/2006:11:46:17 +1000] "GET
/NoAuth/css/3.5-default/approvals.css HTTP/1.1" 200 974
192.168.201.116 - - [14/Mar/2006:11:46:17 +1000] "GET
/NoAuth/css/3.5-default/forms.css HTTP/1.1" 200 1520
192.168.201.116 - - [14/Mar/2006:11:46:17 +1000] "GET
/NoAuth/css/3.5-default/ticket.css HTTP/1.1" 200 155
192.168.201.116 - - [14/Mar/2006:11:46:17 +1000] "GET
/NoAuth/css/3.5-default/transactions.css HTTP/1.1" 200 2484
192.168.201.116 - - [14/Mar/2006:11:46:17 +1000] "GET
/NoAuth/css/3.5-default/nav.css HTTP/1.1" 200 2172
192.168.201.116 - - [14/Mar/2006:11:46:17 +1000] "GET
/NoAuth/css/3.5-default/header.css HTTP/1.1" 200 2097
192.168.201.116 - - [14/Mar/2006:11:46:17 +1000] "GET
/NoAuth/css/3.5-default/footer.css HTTP/1.1" 200 909
192.168.201.116 - - [14/Mar/2006:11:46:16 +1000] "GET /NoAuth/css/print.css
HTTP/1.1" 200 444
192.168.201.116 - - [14/Mar/2006:11:46:17 +1000] "GET
/NoAuth/js/titlebox-state.js HTTP/1.1" 200 928
192.168.201.116 - - [14/Mar/2006:11:46:27 +1000] "POST /Ticket/Create.html
HTTP/1.1" 302 -

OS:
Linux canopus 2.6.9-5.EL #1 Wed Jan 5 19:22:18 EST 2005 i686 i686 i386
GNU/Linux


System Configuration:

Loaded perl modules
Perl v5.8.5 under linux   Apache::Session v1.80;
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 v2.06;  Benchmark v1.06;  bytes v1.01;
Cache::Simple::TimedExpiry v0.23;  Carp v1.03;  CGI v3.05;  CGI::Cookie
v1.24;  CGI::Fast v1.05;  CGI::Util v1.5;  Class::Container v0.12;
Class::Data::Inheritable v0.04;  Class::ReturnValue v0.53;  Clone v0.18;
constant v1.04;  Cwd v2.19;  Data::Dumper v2.121;  DBD::mysql v2.9004;  DBI
v1.40;  DBIx::SearchBuilder v1.38;  DBIx::SearchBuilder::Union v0;
DBIx::SearchBuilder::Unique v0.01;  Devel::StackTrace v1.12;
Devel::StackTraceFrame v0.6;  Digest::base v1.00;  Digest::MD5 v2.33;
DynaLoader v1.05;  Encode v2.01;  Encode::Alias v2.00;  Encode::Config
v2.00;  Encode::Encoding v2.00;  Errno v1.09;  Exception::Class v1.23;
Exception::Class::Base v1.2;  Exporter v5.58;  Exporter::Heavy v5.58;  FCGI
v0.67;  Fcntl v1.05;  File::Basename v2.73;  File::Glob v1.03;  File::Path
v1.06;  File::Spec v3.16;  File::Spec::Unix v1.5;  File::Temp v0.16;
FileHandle v2.01;  HTML::Entities v1.27;  HTML::Mason v1.32;
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 v3.35;  HTML::Scrubber v0.08;  I18N::LangTags v0.33;
I18N::LangTags::Detect v1.03;  integer v1.00;  IO v1.21;  IO::File v1.10;
IO::Handle v1.24;  IO::InnerFile v2.110;  IO::Lines v2.110;  IO::Scalar
v2.110;  IO::ScalarArray v2.110;  IO::Seekable v1.09;  IO::Wrap v2.110;
IO::WrapTie v2.110;  IPC::Open2 v1.01;  IPC::Open3 v1.0106;  lib v0.5565;
List::Util v1.18;  Locale::Maketext v1.09;  Locale::Maketext::Fuzzy v0.02;
Locale::Maketext::Lexicon v0.53;  Locale::Maketext::Lexicon::Gettext v0.14;
Log::Dispatch v2.11;  Log::Dispatch::Base v1.09;  Log::Dispatch::File v1.22;
Log::Dispatch::Output v1.26;  Log::Dispatch::Screen v1.17;  Mail::Address
v1.73;  Mail::Field v1.73;  Mail::Field::AddrList v1.73;  Mail::Header
v1.73;  Mail::Internet v1.73;  MIME::Base64 v3.01;  MIME::Body v5.419;
MIME::Decoder v5.419;  MIME::Entity v5.419;  MIME::Field::ContDisp v5.419;
MIME::Field::ConTraEnc v5.419;  MIME::Field::ContType v5.419;
MIME::Field::ParamVal v5.419;  MIME::Head v5.419;  MIME::Parser v5.419;
MIME::QuotedPrint v3.01;  MIME::Tools v5.419;  MIME::Words v5.419;
Module::Versions::Report v1.02;  overload v1.01;  Params::Validate v0.80;
POSIX v1.08;  re v0.04;  Regexp::Common v2.120;  Regexp::Common::delimited
v2.104;  RT v3.5.7;  RT::Interface::Email v1.02;  Scalar::Util v1.18;
SelectSaver v1.00;  Storable v2.13;  strict v1.03;  Symbol v1.05;
Text::Autoformat v1.13;  Text::Quoted v1.8;  Text::Reform v1.11;  Text::Tabs
v98.112801;  Text::Template v1.44;  Text::WikiFormat v0.77;  Text::Wrapper
v1.000;  Time::HiRes v1.55;  Time::JulianDay v2003.1125;  Time::Local v1.1;
Time::ParseDate v2003.1126;  Time::Timezone v2003.0211;  URI v1.30;
URI::Escape v3.22;  utf8 v1.04;  vars v1.01;  warnings v1.03;
warnings::register v1.00;  XSLoader v0.02;


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::CanonicalizeEmailAddressMatch canopus.inter-systems.com.au$  
RT::CanonicalizeEmailAddressReplace inter-systems.com.au  
RT::CommentAddress supporttest at inter-systems.com.au  
RT::CorrespondAddress supporttest at inter-systems.com.au  
RT::DatabaseHost localhost  
RT::DatabaseName rt3  
RT::DatabasePassword Password not printed  
RT::DatabaseRTHost localhost  
RT::DatabaseType mysql  
RT::DatabaseUser rtadm  
RT::DateDayBeforeMonth 1  
RT::DefaultSearchResultFormat '<B><A
HREF="/Ticket/Display.html?id=__id__">__id__</a></B>/TITLE:#', '<B><A
HREF="/Ticket/Display.html?id=__id__">__Subject__</a></B>/TITLE:Subject',
Status, QueueName, OwnerName, Priority, '__NEWLINE__', '',
'<small>__Requestors__</small>', '<small>__CreatedRelative__</small>',
'<small>__ToldRelative__</small>', '<small>__LastUpdatedRelative__</small>',
'<small>__TimeLeft__</small>'  
RT::DefaultSummaryRows 10  
RT::EmailOutputEncoding utf-8  
RT::EtcPath /opt/rt3/etc  
RT::FriendlyFromLineFormat "%s via RT" <%s>  
RT::FriendlyToLineFormat "%s of InterSystems Support 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::LogToFile debug  
RT::LogToFileNamed rt.log  
RT::LogToScreen error  
RT::LogoURL /NoAuth/images/its3.jpg  
RT::LoopsToRTOwner 1  
RT::MailCommand sendmail  
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::MyTicketslength 20  
RT::Organization InterSystems  
RT::OwnerEmail astrachan at inter-systems.com.au  
RT::RTAddressRegexp ^rt\@example.com$  
RT::RecordOutgoingEmail 1  
RT::RedistributeAutoGeneratedMessages privileged  
RT::SITE_CONFIG_FILE /opt/rt3/etc/RT_SiteConfig.pm  
RT::SendmailArguments -f supporttest at inter-systems.com.au -oi  
RT::SendmailBounceArguments -f "<>"  
RT::SendmailPath /usr/sbin/sendmail  
RT::Timezone Australia/Queensland  
RT::UseFriendlyFromLine 1  
RT::VERSION 3.5.7  
RT::VarPath /opt/rt3/var  
RT::WebBaseURL https://canopus  
RT::WebDefaultStylesheet 3.5-default  
RT::WebFlushDbCacheEveryRequest 1  
RT::WebImagesURL /NoAuth/images/  
RT::WebPort 80  
RT::WebURL https://canopus/  
RT::rtname InterSystems Support  

Perl configuration
Summary of my perl5 (revision 5 version 8 subversion 5) configuration:
  Platform:
    osname=linux, osvers=2.6.9-22.18.bz155725.elsmp,
archname=i386-linux-thread-multi
    uname='linux hs20-bc1-4.build.redhat.com 2.6.9-22.18.bz155725.elsmp #1
smp thu nov 17 15:34:08 est 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='3.4.5 20051201 (Red Hat 3.4.5-1)',
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'






From S.G.Tranter at lboro.ac.uk  Tue Mar 14 04:42:20 2006
From: S.G.Tranter at lboro.ac.uk (Stewart Tranter)
Date: Tue, 14 Mar 2006 09:42:20 +0000
Subject: [rt-users] Annonymised sending from RT
Message-ID: <44168FFC.3060205@lboro.ac.uk>

Hello,

When a ticket owner replies to a ticket via RT, RT sends the message out 
as, for example, "Stewart Tranter via RT".  We want to remain anonymous 
when replying and want to have all e-mails from RT be sent as "Computing 
Services, via RT" or something similar.

Is it possible to set this somewhere, or is it a bit of a major task?

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 ruslan.zakirov at gmail.com  Tue Mar 14 05:46:55 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 14 Mar 2006 13:46:55 +0300
Subject: [rt-users] Annonymised sending from RT
In-Reply-To: <44168FFC.3060205@lboro.ac.uk>
References: <44168FFC.3060205@lboro.ac.uk>
Message-ID: <589c94400603140246i446e6ae5g638b0cbf7e5b309d@mail.gmail.com>

http://wiki.bestpractical.com/index.cgi?Template
You could override any field you want From, Sender, Reply-To or other.

On 3/14/06, Stewart Tranter <S.G.Tranter at lboro.ac.uk> wrote:
> Hello,
>
> When a ticket owner replies to a ticket via RT, RT sends the message out
> as, for example, "Stewart Tranter via RT".  We want to remain anonymous
> when replying and want to have all e-mails from RT be sent as "Computing
> Services, via RT" or something similar.
>
> Is it possible to set this somewhere, or is it a bit of a major task?
>
> 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
>


--
Best regards, Ruslan.

From bear at 247ms.com  Tue Mar 14 07:36:53 2006
From: bear at 247ms.com (=?iso-8859-1?Q?Bj=F8rn_Skovlund_Ryd=E9n?=)
Date: Tue, 14 Mar 2006 13:36:53 +0100
Subject: [rt-users] Disabling Scrips for a queue
Message-ID: <28612698BFE51241AB8EF079C3230A8B47D36D@EXC-1.247ms.com>

Hi,

I have about 10 queues for various usages - all of them having the standard scrips and individually some specific ones.

Now I want a queue that our servers report to, crontab failures etc. etc. (I just want to make a "root: server at rtsystem" on all of the servers). That means I need to disable all scrips for this specific queue.

Is there an easier way of doing that, than disabling all global queues and individually enable scrips for the other queues?

Cheers, Bj?rn


From bear at 247ms.com  Tue Mar 14 07:56:41 2006
From: bear at 247ms.com (=?iso-8859-1?Q?Bj=F8rn_Skovlund_Ryd=E9n?=)
Date: Tue, 14 Mar 2006 13:56:41 +0100
Subject: [rt-users] SelfService 'by organization'
Message-ID: <28612698BFE51241AB8EF079C3230A8B47D37B@EXC-1.247ms.com>

Hi,

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-

> consider the following situation: We have multiple external
> unprivileged requestors that
> belong to one client organization (identifiable by the organization
> field in the user info). I'd like to show unprivileged users
> belonging to one organization all tickets of all users in that
> organization in the SelfService web UI.

I've been looking for a bit of the same thing about half a year ago, but ended up with an a bit alternative sollution which might not be ideal for you, but maybe.

What I do is I can make any user a "Domain Admin" meaning that all cases created from users in his domain (foobar.com) will have him added as a requestor and he will thus gain sufficient rights to see the case.

I've made a CF for Users called "Domain Admin", then I made a global Scrip like this:

Condition: On Create
Action: 	User Defined
Template: 	Blank
Stage: 	TransactionCreate

Custom action preparation code:
 	my $email = $self->TransactionObj->CreatorObj->__Value('EmailAddress');
 
 	$email =~ m/.*\@(.*)/;
 	my $emailDomain = $1;
 
 	my $users = new RT::Users($RT::SystemUser);
 
 	$users->LimitCustomField(
 		CUSTOMFIELD => "7",
 		OPERATOR => "=",
 		VALUE => $emailDomain,
 	);
 
 	my $requestorlist = $self->TicketObj->Requestors;
 
 	while( my $user = $users->Next )
 	{
 		$requestorlist->AddMember($user->id);	
	 	$RT::Logger->info( "FindDomainAdmin scrip added ". $user->Name ." as a requestor!" );
	}

Custom action cleanup code:
	return 1;


From cto at lanusa.com  Tue Mar 14 08:30:14 2006
From: cto at lanusa.com (Michael Erana)
Date: Tue, 14 Mar 2006 08:30:14 -0500
Subject: [rt-users] How to craft Transaction Link
Message-ID: <FF4FA4421218954E9B0ACC1D01883FFB791F16@pcn-exch1.pcn.local>

Hi Everyone.
 
    I was trying to mod default template 6 so that it would include the transaction # in the provided URL on comment notification but I need to find the reference for the tranactionID of the comment... I thought it would be as simple as:
 
{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}#txn-{$Transaction->ObjectId} 
 
but is the same are the ticket Id... Any hints? I'm about to go code diving to follow the objects to see where I can get the transaction Id otherwise...
 
TIA.
 
Michael Era?a, CISSP
Chief Technology Officer
PC Network, Inc.
cto at lanusa.com <mailto:eranam at lanusa.com> 
 
-------------- next part --------------
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From bear at 247ms.com  Tue Mar 14 09:03:11 2006
From: bear at 247ms.com (=?iso-8859-1?Q?Bj=F8rn_Skovlund_Ryd=E9n?=)
Date: Tue, 14 Mar 2006 15:03:11 +0100
Subject: [rt-users] Problem with Saved Searches
Message-ID: <28612698BFE51241AB8EF079C3230A8B47D3A8@EXC-1.247ms.com>

Hi,

I can't find anyone else writing about this problem, but it seems I have an issue with saved searches.

I've given my users access to LoadSavedSearch and ShowSavedSearches - furthermore the admins have the CreateSavedSearch and EditSavedSearches rights.

But for all users, I can't see ANY stored searches in the "Load Saved Search:"-field in the QueryBuilder, however they are in the "RT at a glance".

Anyone have any ideas how to fix this?

I'm running a pretty new version dragged from SVN about a week ago.

Cheers, Bj?rn


From bobg at uic.edu  Tue Mar 14 09:38:08 2006
From: bobg at uic.edu (Bob Goldstein)
Date: Tue, 14 Mar 2006 08:38:08 -0600
Subject: [rt-users] Problem with Saved Searches 
In-Reply-To: Your message of "Tue, 14 Mar 2006 15:03:11 +0100."
	<28612698BFE51241AB8EF079C3230A8B47D3A8@EXC-1.247ms.com> 
Message-ID: <200603141438.k2EEc8QR021599@remora.cc.uic.edu>


 I think when searches are saved, they are associated with you,
 or with an RT group. Make sure you save in a group, and that the
 other users are also in that same group, with the correct privs.

   bobg

 
>Hi,
>
>I can't find anyone else writing about this problem, but it seems I have an is
>sue with saved searches.
>
>I've given my users access to LoadSavedSearch and ShowSavedSearches - furtherm
>ore the admins have the CreateSavedSearch and EditSavedSearches rights.
>
>But for all users, I can't see ANY stored searches in the "Load Saved Search:"
>-field in the QueryBuilder, however they are in the "RT at a glance".
>
>Anyone have any ideas how to fix this?
>
>I'm running a pretty new version dragged from SVN about a week ago.
>
>Cheers, Bj?rn
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>Buy a copy at http://rtbook.bestpractical.com
>
>
>We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/abou
>t/jobs.html
>
>


From bear at 247ms.com  Tue Mar 14 10:25:22 2006
From: bear at 247ms.com (=?iso-8859-1?Q?Bj=F8rn_Skovlund_Ryd=E9n?=)
Date: Tue, 14 Mar 2006 16:25:22 +0100
Subject: [rt-users] Problem with Saved Searches 
Message-ID: <28612698BFE51241AB8EF079C3230A8B47D3CB@EXC-1.247ms.com>

Hi

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Bob Goldstein

>  I think when searches are saved, they are associated with you,
>  or with an RT group. Make sure you save in a group, and that the
>  other users are also in that same group, with the correct privs.

I am aware of this.

It seems I've located the issue, but not a solution yet.

Line 58 of share/html/Search/Elements/SelectSearchesForObjects looks like this:
% my @searches = $object->Attributes->Named('SavedSearch');

But when the queries are stored in the database, they go as these:
+----+---------------------------+-------------------------------------+
| id | name                      | description                         |
+----+---------------------------+-------------------------------------+
|  1 | Search - My Tickets       | [_1] highest priority tickets I own |
|  2 | Search - Unowned Tickets  | [_1] newest unowned tickets         |
| 32 | Search - New Cases        | New Cases                           |
| 34 | Search - Resolved Tickets | Resolved Tickets                    |
| 35 | SavedSearch               | Rejected and Resolved Tickets       |
+----+---------------------------+-------------------------------------+

The last one, 35, I've tried renaming to SavedSearch, and it now shows up.

I've attempted to change SelectSearchesForObjects to search for "Search - %" instead, but the wildcard isn't working.

Anyone have a fix to this?

Cheers, Bj?rn


> >Hi,
> >
> >I can't find anyone else writing about this problem, but it seems I have
> an is
> >sue with saved searches.
> >
> >I've given my users access to LoadSavedSearch and ShowSavedSearches -
> furtherm
> >ore the admins have the CreateSavedSearch and EditSavedSearches rights.
> >
> >But for all users, I can't see ANY stored searches in the "Load Saved
> Search:"
> >-field in the QueryBuilder, however they are in the "RT at a glance".
> >
> >Anyone have any ideas how to fix this?
> >
> >I'm running a pretty new version dragged from SVN about a week ago.
> >
> >Cheers, Bj?rn
> >_______________________________________________
> >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> >Community help: http://wiki.bestpractical.com
> >Commercial support: sales at bestpractical.com
> >
> >
> >Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >Buy a copy at http://rtbook.bestpractical.com
> >
> >
> >We're hiring! Come hack Perl for Best Practical:
> http://bestpractical.com/abou
> >t/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 paul at boldra.com  Tue Mar 14 10:24:04 2006
From: paul at boldra.com (Boldra)
Date: Tue, 14 Mar 2006 16:24:04 +0100
Subject: [rt-users] use LWP to call mason components from scrips??
Message-ID: <4416E014.6010500@boldra.com>


Is there a better solution than using LWP to call mason components from 
inside scrips?

Or would you turn the component into a perl module and call that from both?

Paul Boldra
Lead Developer
ticketsystem.de



From ugob at camo-route.com  Tue Mar 14 10:27:07 2006
From: ugob at camo-route.com (Ugo Bellavance)
Date: Tue, 14 Mar 2006 10:27:07 -0500
Subject: [rt-users] New user of RT: a few questions
Message-ID: <dv6ncc$49h$1@sea.gmane.org>

Hi,

	I just installed RT on a CentOS 4 server (Red Hat Enterprise Linux 4) 
via RPM, all went well, but I have a few questions.  I'm still in test 
phase.  I've read the FAQ and wen through the book "RT essentials".

	Here is my context:  I have a few clients and I'd like to use RT to 
manage their requests

Question 1: My ISP blocks ports 25 and 80 incoming, so I set up a 
fetchmail cronjob that gets messages for rt at mydomain.com.  I did set up 
the alias so that mailgate gets it.  Is that OK?  Up to now, it seems to 
be working perfectly.  I don't really mind having to use an alternate 
port for the web interface, and I'm thinking about not giving access to 
the web interface to my clients anyway.  Any comments?

Question 2: Virtual host:  Since I installed RT, the rpm seems to have 
set up a virtual host, and since then I cannot access the stock web root 
(/var/www/html/). I guess I have to set up another virtual host for the 
stock web root and set it as default?

Question 3: I'd like to receive by e-mail a notification when a new 
ticket is created, so that I don't have to always have the web interface 
open to know there is a new request.  How do I do that? With scrips?

That is about it for now.

TIA,

Ugo



From ugob at camo-route.com  Tue Mar 14 10:40:07 2006
From: ugob at camo-route.com (Ugo Bellavance)
Date: Tue, 14 Mar 2006 10:40:07 -0500
Subject: [rt-users] Re: New user of RT: a few questions
In-Reply-To: <dv6ncc$49h$1@sea.gmane.org>
References: <dv6ncc$49h$1@sea.gmane.org>
Message-ID: <dv6o4n$6o7$1@sea.gmane.org>

Ugo Bellavance wrote:
> Hi,
> 

<snip>

> 
> That is about it for now.

Not really... I also wanted to know if it was a good idea to have one 
queue for every client (I don't mind creating the aliases), so that they 
each have a specific e-mail address (client-support at domain.com) instead 
of a generic one (support at domain.com).

> 
> TIA,
> 
> Ugo




From les at futuresource.com  Tue Mar 14 10:58:31 2006
From: les at futuresource.com (Les Mikesell)
Date: Tue, 14 Mar 2006 09:58:31 -0600
Subject: [rt-users] Re: New user of RT: a few questions
In-Reply-To: <dv6o4n$6o7$1@sea.gmane.org>
References: <dv6ncc$49h$1@sea.gmane.org>  <dv6o4n$6o7$1@sea.gmane.org>
Message-ID: <1142351910.11241.7.camel@moola.futuresource.com>

On Tue, 2006-03-14 at 09:40, Ugo Bellavance wrote:
> > 
> > That is about it for now.
> 
> Not really... I also wanted to know if it was a good idea to have one 
> queue for every client (I don't mind creating the aliases), so that they 
> each have a specific e-mail address (client-support at domain.com) instead 
> of a generic one (support at domain.com).

I usually base the queues on the set of users that will be
responding to them.  You can set up any number of email aliases
for the original request message pointing into the same
queue.  The only part where you need different queues for
a visible difference is if you want the auto-response to be
different or if you need to maintain a different reply
address on the responses for vanity reasons.  Functionally
a single reply address is fine for all queues because the
ticket number in the subject line is used to map replies back
to the original ticket regardless of its current queue.

-- 
  Les Mikesell
   les at futuresource.com




From espenhw at ovitas.no  Tue Mar 14 10:54:07 2006
From: espenhw at ovitas.no (Espen Wiborg)
Date: Tue, 14 Mar 2006 16:54:07 +0100
Subject: [rt-users] New user of RT: a few questions
In-Reply-To: <dv6ncc$49h$1@sea.gmane.org> (Ugo Bellavance's message of "Tue,
	14 Mar 2006 10:27:07 -0500")
References: <dv6ncc$49h$1@sea.gmane.org>
Message-ID: <m3r755m38g.fsf@montgomery.ovitas.no>

Ugo Bellavance <ugob at camo-route.com> writes:
> Question 3: I'd like to receive by e-mail a notification when a new
> ticket is created, so that I don't have to always have the web
> interface open to know there is a new request.  How do I do that?
> With scrips?

Either by adding a global script to notify you on ticket creation, or
by adding yourself as AdminCC for each queue (I think the "Notify
AdminCCs on creation" scrip is part of the default installation).

-- 
Espen Wiborg <espenhw at ovitas.no>
99 little bugs in the code, 99 bugs in the code,
fix one bug, compile it again, 101 little bugs in the code.


From espenhw at ovitas.no  Tue Mar 14 10:58:00 2006
From: espenhw at ovitas.no (Espen Wiborg)
Date: Tue, 14 Mar 2006 16:58:00 +0100
Subject: [rt-users] Re: New user of RT: a few questions
In-Reply-To: <dv6o4n$6o7$1@sea.gmane.org> (Ugo Bellavance's message of "Tue,
	14 Mar 2006 10:40:07 -0500")
References: <dv6ncc$49h$1@sea.gmane.org> <dv6o4n$6o7$1@sea.gmane.org>
Message-ID: <m3mzftm31z.fsf@montgomery.ovitas.no>

Ugo Bellavance <ugob at camo-route.com> writes:
> Not really... I also wanted to know if it was a good idea to have
> one queue for every client (I don't mind creating the aliases), so
> that they each have a specific e-mail address
> (client-support at domain.com) instead of a generic one
> (support at domain.com).

We do both (sort of).  Each customer has one queue (or in some cases
several queues), but we have a generic support@ address, using
procmail to dispatch to the correct queue based on the sender's
domain.

-- 
Espen Wiborg <espenhw at ovitas.no>
99 little bugs in the code, 99 bugs in the code,
fix one bug, compile it again, 101 little bugs in the code.


From dshannon at techfluent.com  Tue Mar 14 11:02:13 2006
From: dshannon at techfluent.com (Duncan Shannon)
Date: Tue, 14 Mar 2006 10:02:13 -0600
Subject: [rt-users] Re: New user of RT: a few questions
Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB4516EB70@TF-FS2.internal.techfluent.com>

> Not really... I also wanted to know if it was a good idea to have one
> queue for every client (I don't mind creating the aliases), so that
they
> each have a specific e-mail address (client-support at domain.com)
instead
> of a generic one (support at domain.com).


In our setup... "big" customers get their own queue's... and everyone
else is lumped into one queue.

When we break out customers to have their own queue, they get a Helpdesk
and a Projects. 

Breaking them out is helpful in terms of granting permissions to clients
to see their tix etc.

duncan


From cmap_sec at yahoo.co.uk  Tue Mar 14 11:16:55 2006
From: cmap_sec at yahoo.co.uk (Elaine .)
Date: Tue, 14 Mar 2006 16:16:55 +0000 (GMT)
Subject: [rt-users] re: Scalar::Util problem now rebuilt perl....
Message-ID: <20060314161655.72796.qmail@web26806.mail.ukl.yahoo.com>

>> though a working box has the same rpm versions but
>> Tree-Simple-1.15...
>> Can I force a download and compile of 1-15 ?
>No, you can't. Fix your perl installation first. You
>need Scalar::Util
>module compiled with 'weaken' functions.

OK well I tried but...

I rebuilt and upgraded to perl 5.8.8 (couldn't remove
5.8.5 unless maybe i'm supposed to not install this to
start with ? ) fixdeps shows everything found but I
get error in error.log of Can't locate
Locale/Maketext/Lexicon.pm
and i don't see the INC here including 5.8.8

though Locale::Maketext::Lexicon is up to date.

mod_perl is an rpm install so I tried reinstalling
that and also compiling it but failed with -

the server is down, giving up after 122 secs
[  error] failed to start server! (please examine
t/logs/error_log)
+--------------------------------------------------------+
| Please file a bug report:
http://perl.apache.org/bugs/ |
+--------------------------------------------------------+
make: *** [run_tests] Error 1

has anyone actually got rt to install reproducibly
since perl Weaken error with Scalar::Util on fedora
core 4  ?
I can only find half answers when I search. A do 1,
then 2 then 3 would be helpful as the install guide
mentions no issues whatsover like this and i've now
got errors around this 5 build times so I can't
imagine it works "out the box" for anyone on core 4
anymore. I can start from scratch on the box and do
exactly as per instructions if I knew what they were.
Elaine


		
___________________________________________________________ 
NEW Yahoo! Cars - sell your car and browse thousands of new and used cars online! http://uk.cars.yahoo.com/


From les at futuresource.com  Tue Mar 14 10:53:14 2006
From: les at futuresource.com (Les Mikesell)
Date: Tue, 14 Mar 2006 09:53:14 -0600
Subject: [rt-users] New user of RT: a few questions
In-Reply-To: <dv6ncc$49h$1@sea.gmane.org>
References: <dv6ncc$49h$1@sea.gmane.org>
Message-ID: <1142351594.11241.1.camel@moola.futuresource.com>

On Tue, 2006-03-14 at 09:27, Ugo Bellavance wrote:

> Question 3: I'd like to receive by e-mail a notification when a new 
> ticket is created, so that I don't have to always have the web interface 
> open to know there is a new request.  How do I do that? With scrips?

Add the users or groups that should receive mail as admincc watchers
for the queue and the default scrips will do that.

-- 
  Les Mikesell
   les at futuresource.com




From ugob at camo-route.com  Tue Mar 14 11:07:40 2006
From: ugob at camo-route.com (Ugo Bellavance)
Date: Tue, 14 Mar 2006 11:07:40 -0500
Subject: [rt-users] Re: New user of RT: a few questions
Message-ID: <54C38A0B814C8E438EF73FC76F36292759FB8F@mtlnt501fs.CAMOROUTE.COM>

Duncan Shannon <mailto:dshannon at techfluent.com> wrote:
>> Not really... I also wanted to know if it was a good idea to have one
>> queue for every client (I don't mind creating the aliases), so that
>> they each have a specific e-mail address (client-support at domain.com)
>> instead of a generic one (support at domain.com).
> 
> 
> In our setup... "big" customers get their own queue's... and everyone
> else is lumped into one queue.

Ok, I'd like one customer specifically to have its own queue to have a
different subject in the auto-replies, because I'm an outsourcer for one
of my client.  Basically, I work for client A.  Client B is Client A's
Client.  Client A pays me to work for Client B.  So I'd like to have
"Client A in all the auto-replies, when Client A or Client B creates a
new request in RT.

> 
> When we break out customers to have their own queue, they get
> a Helpdesk
> and a Projects.
> 
> Breaking them out is helpful in terms of granting permissions
> to clients
> to see their tix etc.

What do you mean by breaking?

> 
> duncan


From nmetrowsky at digitalglobe.com  Tue Mar 14 11:35:50 2006
From: nmetrowsky at digitalglobe.com (Nick Metrowsky)
Date: Tue, 14 Mar 2006 09:35:50 -0700
Subject: [rt-users] Creating a Link to a Ticket via a Perl Script
Message-ID: <C1BF1C58F42A304A899E2933C220F48A3934A6@COMAIL02.digitalglobe.com>

Hi Everyone,

 

Does anyone have a code snippet that depicts the method for linking one
ticket to another using a perl script? It would be even better if the
snippet was part of code that was used to create a new ticket and link
to either existing ticket or a URI.

 

Take care!

 

Nick

 

------------------------------------------------------------------------
---------

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com> 

DigitalGlobe (r), An Imaging and Information Company

http://www.digitalglobe.com <http://www.digitalglobe.com> 

------------------------------------------------------------------------
---------

 

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From boeheim at slac.stanford.edu  Tue Mar 14 12:03:49 2006
From: boeheim at slac.stanford.edu (Chuck Boeheim)
Date: Tue, 14 Mar 2006 09:03:49 -0800
Subject: [rt-users] Change control
Message-ID: <4416F775.8020307@slac.stanford.edu>

Hi Folks,
Has anyone come up with any good methodologies for change control
of an RT installation?  Many of the components are database records
that don't seem amenable to CVS control, scrips and templates as well
as custom field definitions and queue setups.  We'd like to have a record
of what changed when and by whom, and be able to reconstruct the
state of the system or back out a change.  Even an audit record of  what
changed would be better than nothing, even if it can't be used directly
for backing out a change.  Has anyone tackled this?
Best,
-Chuck Boeheim
Stanford Linear Accelerator Center
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From dshannon at techfluent.com  Tue Mar 14 12:07:12 2006
From: dshannon at techfluent.com (Duncan Shannon)
Date: Tue, 14 Mar 2006 11:07:12 -0600
Subject: [rt-users] Re: New user of RT: a few questions
Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB4516EB79@TF-FS2.internal.techfluent.com>


> >
> > Breaking them out is helpful in terms of granting permissions
> > to clients
> > to see their tix etc.
> 
> What do you mean by breaking?


Sorry...you can replace 'breaking out' with 'Separating' or 'divding'

duncan



From dshannon at techfluent.com  Tue Mar 14 12:10:09 2006
From: dshannon at techfluent.com (Duncan Shannon)
Date: Tue, 14 Mar 2006 11:10:09 -0600
Subject: [rt-users] Change control
Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB4516EB7B@TF-FS2.internal.techfluent.com>

> Has anyone come up with any good methodologies for change control
> of an RT installation?  Many of the components are database records
> that don't seem amenable to CVS control, scrips and templates as well
> as custom field definitions and queue setups.  We'd like to have a
record
> of what changed when and by whom, and be able to reconstruct the
> state of the system or back out a change.  Even an audit record of
what
> changed would be better than nothing, even if it can't be used
directly
> for backing out a change.  Has anyone tackled this?


Great question, and I'd love to hear what people are doing... sounds
like a page dying to be in the wiki!

I thought about just keeping a $RTHOME/install-notes.txt about what I
did, components / add ons / hacks I put in place... it makes me very
afraid to upgrade to current (and im only 0.0.1 back!)

duncan



From evan at mtvn.com  Tue Mar 14 11:59:41 2006
From: evan at mtvn.com (Rappaport, Evan)
Date: Tue, 14 Mar 2006 11:59:41 -0500
Subject: [rt-users] Creating a Link to a Ticket via a Perl Script
Message-ID: <2C970140D4F23248A43FDED8B85C9593030B8D76@DISMISSED.mtvn.ad.viacom.com>

This is what I use. It does everything, creates tickets, does
parent-child relationships, and fills in some custom fields.  You'd have
to change the custom fields and library locations to suit your
installation (or just don't use those options).  I find this easier to
use than the rt CLI which has limited options.
 
-----------------------------------------------------
 
#!/usr/bin/perl -w
use lib ("/opt/rt3/local/lib","/opt/rt3/lib");
use RT::Interface::CLI;
use RT;
use RT::Ticket;
use RT::CurrentUser;
use Getopt::Long;
$queue = '';
$body = '';
GetOptions ("queue=s" => \$queue,
                    "subject=s" => \$subject,
                    "owner=s" => \$owner,
                    "requestor=s" => \$requestor,
                    "priority=s" => \$priority,
                    "body=s" => \$body,
                    "AdminCc=s" => \$AdminCc,
                    "cc=s" => \$cc,
                    "site=s" => \$site,
                    "work_type=s" => \$work_type,
                    "department=s" => \$department,
                    "group=s" => \$group,
                    "RefersTo=s" => \$RefersTo,
                    "ReferredToBy=s" => \$ReferredToBy,
                    "DependsOn=s" => \$DependsOn,
                    "Parents=s" => \$Parents
);
 
# setting some defaults
if ($queue eq '')
{
                    print_usage();
                    exit (0);
}
if ($body eq '')
{
                    $body=' ';
}
RT::LoadConfig();
RT::Init();
if ($owner eq '') {$owner = 'Nobody';}
my $CurrentUser = RT::Interface::CLI::GetCurrentUser();
use MIME::Entity;
my $ticket = new RT::Ticket($CurrentUser);
my $ticket_body = MIME::Entity->build(Data => $body,Type =>
'text/plain');
my %ticket_vals = ( Queue => $queue,
            Subject => $subject,
            Owner => $owner,
            Requestor => $requestor,
            InitialPriority => $priority,
            # FinalPriority => '0',
            MIMEObj => $ticket_body,
            AdminCc => $AdminCc,
            Cc => $cc,
            'CustomField-1' => $site,
            'CustomField-2' => $work_type,
            'CustomField-9' => $department,
            'CustomField-14' => $group,
            'RefersTo' => $RefersTo,
            'ReferredToBy' => $ReferredToBy,
            'DependsOn' => $DependsOn,
            'MemberOf' => $Parents
);
 
my ($id, $transaction_object, $err) = $ticket->Create(%ticket_vals);
print STDERR $err . "\n" if $err;
sub print_usage
{
            print "\nusage: rt_custom.pl -queue <rt queue> [optional
parameters]\n";
            print "\nThe queue name is manditory but all other
parameters are optional.\n";
            print "The following options are supported:\n\n";
            print "-subject <subject> \n";
            print "-owner <owner> \n";
            print "-requestor <requestor e-mail> \n";
            print "-priority <Initial Priority> \n";
            print "-AdminCc <AdminCc> \n";
            print "-cc <Cc> \n";
            print "-site <site> \n";
            print "-work_type <Work Type> \n";
            print "-department <department> \n";
            print "-group <Group Performed By>\n";
            print "-subject <subject> \n";
            print "-body <ticket body> \n";
            print "-RefersTo <Refers To> \n";
            print "-ReferredToBy <Referred To By> \n";
            print "-DependsOn <Depends On>\n";
            print "-Parents <Parents>\n";
            print "\nExample: ./rt_custom.pl -queue=\"Development\"
-subject=\"This is a test subject for test script\" -owner='bob'
-requestor='bob\@bob.com' -priority=99 -body=\"This is the body of the
ticket\" -AdminCc=\"bobsboss\@bob.com\" -cc=\"bobswife\@bob.com\"
-site=\"secure.bob.com\" -work_type=\"Task\" -department=\"bob business
unit\"\n\n";
}

----------------------------------------------------------------


________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nick
Metrowsky
Sent: Tuesday, March 14, 2006 11:36 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Creating a Link to a Ticket via a Perl Script



Hi Everyone,

 

Does anyone have a code snippet that depicts the method for linking one
ticket to another using a perl script? It would be even better if the
snippet was part of code that was used to create a new ticket and link
to either existing ticket or a URI.

 

Take care!

 

Nick

 

------------------------------------------------------------------------
---------

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com> 

DigitalGlobe (r), An Imaging and Information Company

http://www.digitalglobe.com <http://www.digitalglobe.com> 

------------------------------------------------------------------------
---------

 

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From cto at lanusa.com  Tue Mar 14 12:10:49 2006
From: cto at lanusa.com (Michael Erana)
Date: Tue, 14 Mar 2006 12:10:49 -0500
Subject: [rt-users] Change control
Message-ID: <FF4FA4421218954E9B0ACC1D01883FFB791F40@pcn-exch1.pcn.local>

I'd venture that a good backup and then perhaps comitting the sql backup into Subversion or CVS is one way to control those elements. In practice we normally commit the production base install for the files and also our local customizations into Subversion for control and tracking. No reason why you couldn't script a regular dump of the relevant tables and then commit those to one of the branches...

Michael Era?a, CISSP
CTO
PC Network, Inc.          


 

|=> -----Original Message-----
|=> From: rt-users-bounces at lists.bestpractical.com 
|=> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
|=> Of Chuck Boeheim
|=> Sent: Tuesday, March 14, 2006 12:04 PM
|=> To: rt-users at lists.bestpractical.com
|=> Subject: [rt-users] Change control
|=> 
|=> Hi Folks,
|=> Has anyone come up with any good methodologies for change 
|=> control of an RT installation?  Many of the components are 
|=> database records that don't seem amenable to CVS control, 
|=> scrips and templates as well as custom field definitions 
|=> and queue setups.  We'd like to have a record of what 
|=> changed when and by whom, and be able to reconstruct the 
|=> state of the system or back out a change.  Even an audit 
|=> record of  what changed would be better than nothing, even 
|=> if it can't be used directly for backing out a change.  Has 
|=> anyone tackled this?
|=> Best,
|=> -Chuck Boeheim
|=> Stanford Linear Accelerator Center
|=> 


From jesse at bestpractical.com  Tue Mar 14 12:23:07 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 14 Mar 2006 12:23:07 -0500
Subject: [rt-users] Change control
In-Reply-To: <4416F775.8020307@slac.stanford.edu>
References: <4416F775.8020307@slac.stanford.edu>
Message-ID: <20060314172307.GL27104@bestpractical.com>


> Even an audit record of  what
> changed would be better than nothing, even if it can't be used directly
> for backing out a change.  Has anyone tackled this?

The quick and dirty way to do this is simply to turn on SQL Statement
loggingon the db.

Jesse

> Best,
> -Chuck Boeheim
> Stanford Linear Accelerator Center



> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 
> 
> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html

-- 


From jesse at bestpractical.com  Tue Mar 14 12:26:05 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 14 Mar 2006 12:26:05 -0500
Subject: [rt-users] re: Scalar::Util problem now rebuilt perl....
In-Reply-To: <20060314161655.72796.qmail@web26806.mail.ukl.yahoo.com>
References: <20060314161655.72796.qmail@web26806.mail.ukl.yahoo.com>
Message-ID: <20060314172605.GM27104@bestpractical.com>



> I rebuilt and upgraded to perl 5.8.8 (couldn't remove
> 5.8.5 unless maybe i'm supposed to not install this to
> start with ? ) fixdeps shows everything found but I
> get error in error.log of Can't locate
> Locale/Maketext/Lexicon.pm
> and i don't see the INC here including 5.8.8

Ok. That sounds like mod_perl was built against your old (5.8.5) perl.
Switching to mod_fastcgi or building mod_perl from source would avoid 
this issue.

Jesse

> 
> though Locale::Maketext::Lexicon is up to date.
> 
> mod_perl is an rpm install so I tried reinstalling
> that and also compiling it but failed with -
> 
> the server is down, giving up after 122 secs
> [  error] failed to start server! (please examine
> t/logs/error_log)
> +--------------------------------------------------------+
> | Please file a bug report:
> http://perl.apache.org/bugs/ |
> +--------------------------------------------------------+
> make: *** [run_tests] Error 1
> 
> has anyone actually got rt to install reproducibly
> since perl Weaken error with Scalar::Util on fedora
> core 4  ?
> I can only find half answers when I search. A do 1,
> then 2 then 3 would be helpful as the install guide
> mentions no issues whatsover like this and i've now
> got errors around this 5 build times so I can't
> imagine it works "out the box" for anyone on core 4
> anymore. I can start from scratch on the box and do
> exactly as per instructions if I knew what they were.
> Elaine
> 
> 
> 		
> ___________________________________________________________ 
> NEW Yahoo! Cars - sell your car and browse thousands of new and used cars online! http://uk.cars.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 dshannon at techfluent.com  Tue Mar 14 13:21:43 2006
From: dshannon at techfluent.com (Duncan Shannon)
Date: Tue, 14 Mar 2006 12:21:43 -0600
Subject: [rt-users] Creating a Link to a Ticket via a Perl Script
Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB4516EB8B@TF-FS2.internal.techfluent.com>



>________________________________________
>From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users->bounces at lists.bestpractical.com] On Behalf Of Rappaport, Evan
>Sent: Tuesday, March 14, 2006 11:00 AM
>To: Nick Metrowsky; rt-users at lists.bestpractical.com
>Subject: RE: [rt-users] Creating a Link to a Ticket via a Perl Script>
>
>This is what I use.?It does everything, creates tickets, does parent-child >relationships, and fills in some custom fields.? You'd have to change the >custom fields and library locations?to suit your installation (or >just?don't use those options).? I find this easier to use than the rt CLI >which has limited options. 
?

Hi Evan-

Can you share some examples of how you use this script?

duncan





From shildreth at allantgroup.com  Tue Mar 14 13:49:35 2006
From: shildreth at allantgroup.com (Scott T. Hildreth)
Date: Tue, 14 Mar 2006 12:49:35 -0600
Subject: [rt-users] 3.6pre0 -graphs
Message-ID: <1142362175.963.26.camel@scotth.emsphone.com>

Wasn't there options to switch between bar or pie charts is the
Tools->Reports in 3.5.x?
-- 
Scott T. Hildreth <shildreth at allantgroup.com>


From shildreth at allantgroup.com  Tue Mar 14 13:55:26 2006
From: shildreth at allantgroup.com (Scott T. Hildreth)
Date: Tue, 14 Mar 2006 12:55:26 -0600
Subject: [rt-users] mysql connect fails in DBIx::SearchBuilder rt-3.6pre0
In-Reply-To: <1141695668.80526.132.camel@scotth.emsphone.com>
References: <1141689426.80526.112.camel@scotth.emsphone.com>
	<1141691462.80526.114.camel@scotth.emsphone.com>
	<1141692695.80526.119.camel@scotth.emsphone.com>
	<589c94400603061704m2049a885r5ec68fb7dfc3bcaf@mail.gmail.com>
	<1141693851.80526.120.camel@scotth.emsphone.com>
	<589c94400603061715s7aa2822bv105a7091565d6317@mail.gmail.com>
	<1141694498.80526.123.camel@scotth.emsphone.com>
	<589c94400603061731x741336afs4aa110dc3073a975@mail.gmail.com>
	<1141695387.80526.129.camel@scotth.emsphone.com>
	<1141695668.80526.132.camel@scotth.emsphone.com>
Message-ID: <1142362526.963.32.camel@scotth.emsphone.com>

On Mon, 2006-03-06 at 19:41 -0600, Scott T. Hildreth wrote:
> On Mon, 2006-03-06 at 19:36 -0600, Scott T. Hildreth wrote:
> > On Tue, 2006-03-07 at 04:31 +0300, Ruslan Zakirov wrote:
> > > May be you've upgraded mysql from 4.0 to 4.1 and didn't follow upgrade
> > > instructions?
> > 
> > This is a new server, mysql 5.015.  If that were the case, wouldn't the
> > connect fail from the debugger as well?
> > 
> 
>   This database is in "Active-Active" mode, these are 2 servers used if 
>   fail-over.  Do you think that Apache::DBI is the problem here?  Maybe
>   I should be using or trying FastCGI.  I would like to debug this, I 
>   just not sure on how to do this.
> 

I forgot to mention, I did resolve this.  I had copied the RT_SiteConfig
from another server, which had ExtrenalAuth set on already.  I hadn't
setup the CAS authentication on this new server yet.  As soon as I
turned the WebExternalAuth off, I was able to login in as root.  It is 
now working with CAS, no problems.  Thanks for the help.


> > > 
> > > On 3/7/06, Scott T. Hildreth <shildreth at allantgroup.com> wrote:
> > > > On Tue, 2006-03-07 at 04:15 +0300, Ruslan Zakirov wrote:
> > > > > Check that mod_perl runs with perl you want, may be you run one perl
> > > > > interpreter from command line, but mod_perl use another(that's
> > > > > possible).
> > > >
> > > >   I did a force reinstall of mod_perl2, just to make sure that wasn't
> > > >   happening.  I will double check though.   I am using 5.8.8 and the
> > > >   vendor Perl is 5.8.3 without DBD::mysql or DBI installed.  It does
> > > >   show 5.8.8 in the error messages.
> > > >
> > > > >
> > > > > On 3/7/06, Scott T. Hildreth <shildreth at allantgroup.com> wrote:
> > > > > > On Tue, 2006-03-07 at 04:04 +0300, Ruslan Zakirov wrote:
> > > > > > > mod_perl?
> > > > > >
> > > > > > yes mod_perl 2.02
> > > > > > >
> > > > > > > On 3/7/06, Scott T. Hildreth <shildret at scotth.emsphone.com> wrote:
> > > > > > > > On Mon, 2006-03-06 at 18:31 -0600, Scott T. Hildreth wrote:
> > > > > > > > > Never mind, the hostname was pointing at the wrong IP address.
> > > > > > > > >
> > > > > > > > >                                 Thanks for listening. :-)
> > > > > > > >
> > > > > > > >   Well not the case.  I can connect with DBIx::SearchBuilder::Handle,
> > > > > > > >
> > > > > > > >   DB<3> use DBIx::SearchBuilder::Handle;
> > > > > > > >
> > > > > > > >   DB<4> $handle = DBIx::SearchBuilder::Handle->new();
> > > > > > > >
> > > > > > > >   DB<5> $handle->Connect( Driver => 'mysql', Database => 'rt', Host => 'localhost', User => 'rt-user', Password => 'rtpas');
> > > > > > > >
> > > > > > > >   DB<6> x $handle
> > > > > > > > 0  DBIx::SearchBuilder::Handle::mysql=HASH(0x846fb50)
> > > > > > > >    'DisconnectHandleOnDestroy' => undef
> > > > > > > >    'StatementLog' => ARRAY(0x855f4fc)
> > > > > > > >         empty array
> > > > > > > >    'dsn' => 'dbi:mysql:dbname=rt3;host=localhost'
> > > > > > > >
> > > > > > > > ...I only get the error message when running in RT.
> > > > > > > >
> > > > > > > >
> > > > > > > > >
> > > > > > > > > On Mon, 2006-03-06 at 17:57 -0600, Scott T. Hildreth wrote:
> > > > > > > > > > I get this in the error logs,
> > > > > > > > > >
> > > > > > > > > > ..failed: Client does not support authentication protocol requested by server;
> > > > > > > > > > consider upgrading MySQL client at /usr/local/perl-5.8.8/lib/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 108
> > > > > > > > > > [Mon Mar 06 17:17:04 2006] [error] [client 199.67.51.179] Connect Failed Client does not support authentication protocol requested by server;
> > > > > > > > > > consider upgrading MySQL client\n at /usr/local/rt-3.6pre0/lib/RT.pm line 176\n
> > > > > > > > > >
> > > > > > > > > > ..This is connecting to the localhost using the same server-client 5.0.  I can connect to the rt db with
> > > > > > > > > > the same Perl & DBI,
> > > > > > > > > >
> > > > > > > > > > /usr/packages/Perl># perl -MDBI -d -e0                                                                    5:45PM 03/06 tstest
> > > > > > > > > >
> > > > > > > > > > Loading DB routines from perl5db.pl version 1.28
> > > > > > > > > > Editor support available.
> > > > > > > > > >
> > > > > > > > > > Enter h or `h h' for help, or `man perldebug' for more help.
> > > > > > > > > >
> > > > > > > > > > main::(-e:1):   0
> > > > > > > > > >   DB<1> $dbh = DBI->connect('dbi:mysql:dbname=rt;host=localhost', 'rt-user', 'rtpass');
> > > > > > > > > >
> > > > > > > > > >   DB<2> x $dbh->tables;
> > > > > > > > > > 0  '`ACL`'
> > > > > > > > > > 1  '`Attachments`'
> > > > > > > > > > 2  '`Attributes`'
> > > > > > > > > > 3  '`CachedGroupMembers`'
> > > > > > > > > > 4  '`CustomFieldValues`'
> > > > > > > > > > 5  '`CustomFields`'
> > > > > > > > > > 6  '`GroupMembers`'
> > > > > > > > > > 7  '`Groups`'
> > > > > > > > > > 8  '`Links`'
> > > > > > > > > > 9  '`Principals`'
> > > > > > > > > > 10  '`Queues`'
> > > > > > > > > > 11  '`ScripActions`'
> > > > > > > > > > 12  '`ScripConditions`'
> > > > > > > > > > 13  '`Scrips`'
> > > > > > > > > > 14  '`Templates`'
> > > > > > > > > > 15  '`TicketCustomFieldValues`'
> > > > > > > > > > 16  '`Tickets`'
> > > > > > > > > > 17  '`Transactions`'
> > > > > > > > > > 18  '`Users`'
> > > > > > > > > > 19  '`sessions`'
> > > > > > > > > >
> > > > > > > > > >
> > > > > > > > > > ... but it fails in DBIx::SearchBuilder.
> > > > > > > > > >
> > > > > > > > > > =======================================================================
> > > > > > > > > >
> > > > > > > > > >  perl -MDBI -e 'DBI->installed_versions'
> > > > > > > > > >
> > > > > > > > > >   Perl            : 5.008008    (i686-linux)
> > > > > > > > > >   OS              : linux       (2.6.14.6)
> > > > > > > > > >   DBI             : 1.50
> > > > > > > > > >   DBD::mysql      : 3.0002
> > > > > > > > > >   DBD::Sponge     : 11.10
> > > > > > > > > >   DBD::SQLite     : 1.11
> > > > > > > > > >   DBD::Proxy      : 0.2004
> > > > > > > > > >   DBD::Oracle     : 1.16
> > > > > > > > > >   DBD::Multiplex  : 1.98
> > > > > > > > > >   DBD::File       : 0.33
> > > > > > > > > >   DBD::ExampleP   : 11.12
> > > > > > > > > >   DBD::DBM        : 0.03
> > > > > > > > > >
> > > > > > > > > >
> > > > > > > > > > perl -MDBIx::SearchBuilder -e 'print $DBIx::SearchBuilder::VERSION, $/'
> > > > > > > > > >
> > > > > > > > > > 1.39
> > > > > > > > > > =======================================================================
> > > > > > > > > >
> > > > > > > > > >
> > > > > > > > > >
> > > > > > > > > >                                                          Any ideas?
> > > > > > > > > >
> > > > > > > > > >                                                                   STH
> > > > > > > > > >
> > > > > > > > > >
> > > > > > > > > >
> > > > > > > > --
> > > > > > > > Scott T. Hildreth <shildret at scotth.emsphone.com>
> > > > > > > > _______________________________________________
> > > > > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > > > > > > >
> > > > > > > > Community help: http://wiki.bestpractical.com
> > > > > > > > Commercial support: sales at bestpractical.com
> > > > > > > >
> > > > > > > >
> > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > > > > > > > Buy a copy at http://rtbook.bestpractical.com
> > > > > > > >
> > > > > > > >
> > > > > > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
> > > > > > > >
> > > > > > >
> > > > > > >
> > > > > > > --
> > > > > > > Best regards, Ruslan.
> > > > > > >
> > > > > > --
> > > > > > Scott T. Hildreth <shildreth at allantgroup.com>
> > > > > >
> > > > >
> > > > >
> > > > > --
> > > > > Best regards, Ruslan.
> > > > >
> > > > --
> > > > Scott T. Hildreth <shildreth at allantgroup.com>
> > > >
> > > 
> > > 
> > > --
> > > Best regards, Ruslan.
> > > 
-- 
Scott T. Hildreth <shildreth at allantgroup.com>


From KFCrocker at lbl.gov  Tue Mar 14 13:56:12 2006
From: KFCrocker at lbl.gov (Ken Crocker)
Date: Tue, 14 Mar 2006 10:56:12 -0800
Subject: [rt-users] Change control
In-Reply-To: <4416F775.8020307@slac.stanford.edu>
References: <4416F775.8020307@slac.stanford.edu>
Message-ID: <441711CC.1050208@lbl.gov>

Chuck,

    We are attempting to do just that here at LBNL. The "APPROVAL" setup 
in RT does not seem to create the kind of audit trail we would like. We 
would like a request to keep it's number, that way every stage, from 
approval for work to approval for Acceptance testing to approval for 
installation is in history for the same request numer and therefore 
easier to track. If RT would allow for a few more options in the 
drop-down selection for staus (like "pending approvel", "approved for 
work", "approved for QA", "approved for inplementation"), we could write 
scrips to move a request from  a particular approval  queue to a work 
queue and back to another  approval queue (for QA as an example) and on 
to implemntation. That way queues can be used as steps in a work flow 
and the history of a request remains intact with the same number, going 
from  queue to queue in the workflow.  Well, anyway, that's one idea we 
have.  It may require scrips that modify the status field temporarily 
until the request can be moved to another queue and modify the status 
again. We don't know yet because we are currently in the process of 
playing with this design idea, but at least it is an idea that could 
work, provided RT can handle the change to the status field.

Kenn

Chuck Boeheim wrote:

> Hi Folks,
> Has anyone come up with any good methodologies for change control
> of an RT installation?  Many of the components are database records
> that don't seem amenable to CVS control, scrips and templates as well
> as custom field definitions and queue setups.  We'd like to have a record
> of what changed when and by whom, and be able to reconstruct the
> state of the system or back out a change.  Even an audit record of  what
> changed would be better than nothing, even if it can't be used directly
> for backing out a change.  Has anyone tackled this?
> Best,
> -Chuck Boeheim
> Stanford Linear Accelerator Center
>
>------------------------------------------------------------------------
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>Buy a copy at http://rtbook.bestpractical.com
>
>
>We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>
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From bobg at uic.edu  Tue Mar 14 14:30:02 2006
From: bobg at uic.edu (Bob Goldstein)
Date: Tue, 14 Mar 2006 13:30:02 -0600
Subject: [rt-users] Change control 
In-Reply-To: Your message of "Tue, 14 Mar 2006 10:56:12 PST."
	<441711CC.1050208@lbl.gov> 
Message-ID: <200603141930.k2EJU2gi023333@remora.cc.uic.edu>


   You _can_ add new status values to RT.  Check out RT_SiteConfig.pm
   near the bottom, where it defines @ActiveStatus and @InactiveStatus

   But that's not the same question as tracking changes _to_ RT, is it?
   Unless you have a procedure of not changing RT until you've
   created a (approved) ticket that says "I'm about to make the
   following change to RT".

   As to that, what if you put triggers on the relevant db tables,
   so as to record any change in a separate audit table?

     bobg
>
>Chuck,
>
>    We are attempting to do just that here at LBNL. The "APPROVAL" setup 
>in RT does not seem to create the kind of audit trail we would like. We 
>would like a request to keep it's number, that way every stage, from 
>approval for work to approval for Acceptance testing to approval for 
>installation is in history for the same request numer and therefore 
>easier to track. If RT would allow for a few more options in the 
>drop-down selection for staus (like "pending approvel", "approved for 
>work", "approved for QA", "approved for inplementation"), we could write 
>scrips to move a request from  a particular approval  queue to a work 
>queue and back to another  approval queue (for QA as an example) and on 
>to implemntation. That way queues can be used as steps in a work flow 
>and the history of a request remains intact with the same number, going 
>from  queue to queue in the workflow.  Well, anyway, that's one idea we 
>have.  It may require scrips that modify the status field temporarily 
>until the request can be moved to another queue and modify the status 
>again. We don't know yet because we are currently in the process of 
>playing with this design idea, but at least it is an idea that could 
>work, provided RT can handle the change to the status field.
>
>Kenn
>
>Chuck Boeheim wrote:
>
>> Hi Folks,
>> Has anyone come up with any good methodologies for change control
>> of an RT installation?  Many of the components are database records
>> that don't seem amenable to CVS control, scrips and templates as well
>> as custom field definitions and queue setups.  We'd like to have a record
>> of what changed when and by whom, and be able to reconstruct the
>> state of the system or back out a change.  Even an audit record of  what
>> changed would be better than nothing, even if it can't be used directly
>> for backing out a change.  Has anyone tackled this?
>> Best,
>> -Chuck Boeheim
>> Stanford Linear Accelerator Center
>>
>>------------------------------------------------------------------------
>>
>>_______________________________________________
>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>>Community help: http://wiki.bestpractical.com
>>Commercial support: sales at bestpractical.com
>>
>>
>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>>Buy a copy at http://rtbook.bestpractical.com
>>
>>
>>We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/abo
>ut/jobs.html
>>
>
>--------------000805060204060805090304
>Content-Type: text/html; charset=us-ascii
>Content-Transfer-Encoding: 7bit
>
><!DOCTYPE html PUBLIC "-//W3C//DTD HTML 4.01 Transitional//EN">
><html>
><head>
>  <meta content="text/html;charset=ISO-8859-1" http-equiv="Content-Type">
>  <title></title>
></head>
><body bgcolor="#ffffff" text="#000000">
>Chuck,<br>
><br>
>&nbsp;&nbsp;&nbsp; We are attempting to do just that here at LBNL. The "APPROV
>AL"
>setup in RT does not seem to create the kind of audit trail we would
>like. We would like a request to keep it's number, that way every
>stage, from approval for work to approval for Acceptance testing to
>approval for installation is in history for the same request numer and
>therefore easier to track. If RT would allow for a few more options in
>the drop-down selection for staus (like "pending approvel", "approved
>for work", "approved for QA", "approved for inplementation"), we could
>write scrips to move a request from&nbsp; a particular approval&nbsp; queue to
> a
>work queue and back to another&nbsp; approval queue (for QA as an example)
>and on to implemntation. That way queues can be used as steps in a work
>flow and the history of a request remains intact with the same number,
>going from&nbsp; queue to queue in the workflow.&nbsp; Well, anyway, that's on
>e
>idea we have.&nbsp; It may require scrips that modify the status field
>temporarily until the request can be moved to another queue and modify
>the status again. We don't know yet because we are currently in the
>process of playing with this design idea, but at least it is an idea
>that could work, provided RT can handle the change to the status field.<br>
><br>
>Kenn<br>
><br>
>Chuck Boeheim wrote:<br>
><blockquote cite="mid4416F775.8020307 at slac.stanford.edu" type="cite">Hi
>Folks,
>  <br>
>Has anyone come up with any good methodologies for change control
>  <br>
>of an RT installation?&nbsp; Many of the components are database records
>  <br>
>that don't seem amenable to CVS control, scrips and templates as well
>  <br>
>as custom field definitions and queue setups.&nbsp; We'd like to have a
>record
>  <br>
>of what changed when and by whom, and be able to reconstruct the
>  <br>
>state of the system or back out a change.&nbsp; Even an audit record of&nbsp;
>what
>  <br>
>changed would be better than nothing, even if it can't be used directly
>  <br>
>for backing out a change.&nbsp; Has anyone tackled this?
>  <br>
>Best,
>  <br>
>-Chuck Boeheim
>  <br>
>Stanford Linear Accelerator Center
>  <br>
>  <pre wrap="">
><hr size="4" width="90%">
>_______________________________________________
><a class="moz-txt-link-freetext" href="http://lists.bestpractical.com/cgi-bin/
>mailman/listinfo/rt-users">http://lists.bestpractical.com/cgi-bin/mailman/list
>info/rt-users</a>
>
>Community help: <a class="moz-txt-link-freetext" href="http://wiki.bestpractic
>al.com">http://wiki.bestpractical.com</a>
>Commercial support: <a class="moz-txt-link-abbreviated" href="mailto:sales at bes
>tpractical.com">sales at bestpractical.com</a>
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>Buy a copy at <a class="moz-txt-link-freetext" href="http://rtbook.bestpractic
>al.com">http://rtbook.bestpractical.com</a>
>
>
>We're hiring! Come hack Perl for Best Practical: <a class="moz-txt-link-freete
>xt" href="http://bestpractical.com/about/jobs.html">http://bestpractical.com/a
>bout/jobs.html</a></pre>
></blockquote>
></body>
></html>
>
>--------------000805060204060805090304--
>
>--===============1567546002==
>Content-Type: text/plain; charset="us-ascii"
>MIME-Version: 1.0
>Content-Transfer-Encoding: 7bit
>Content-Disposition: inline
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>Buy a copy at http://rtbook.bestpractical.com
>
>
>We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/abou
>t/jobs.html
>--===============1567546002==--
>


From jens.andersson at teleservice.net  Tue Mar 14 15:24:56 2006
From: jens.andersson at teleservice.net (Jens Andersson)
Date: Tue, 14 Mar 2006 21:24:56 +0100
Subject: [rt-users] Logging DB password in http-error.log
Message-ID: <0BCD4AFDA07A9049928A34359243F7051A11F3@sato.internal.teleservice.net>

> This sure sounds like an issue with Apache::DBI. What happens 
> if you try RT without Apache::DBI?

I tried without Apache::DBI and now it's ok. Is there any bad things to
not run RT with Apache::DBI?

// Jens


From phil.labonte at transcore.com  Tue Mar 14 15:38:16 2006
From: phil.labonte at transcore.com (Labonte, Phil)
Date: Tue, 14 Mar 2006 15:38:16 -0500
Subject: [rt-users] This transaction appears to have no content???
Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D3315012AC1B1@torex1.tcore.com>

When replying to email with HTML we sometimes get the following in the
reply window:

 

"This transaction appears to have no content"

 

Is there a work around for this?

 

Thanks.

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From oliveros at cpqd.com.br  Tue Mar 14 16:02:11 2006
From: oliveros at cpqd.com.br (=?ISO-8859-1?Q?D=E1rio_Lu=EDs?= Coneglian Oliveros)
Date: Tue, 14 Mar 2006 18:02:11 -0300
Subject: [rt-users] SVN Integration
Message-ID: <1142370131.20489.26.camel@kraz>

Hi there,

I've been trying to integrate RT and SVN, but had no success yet.
It seems the PullUpdate.html is not updating the ticket status upon
request.
I noticed that the piece of code inside the statement if ( $ticket &&
$ticket->id ) { ... } (line 77) is never executed.
Please see below some of my settings.

SVN comment
RT-Ticket: rt#2
RT-Status: resolved
RT-Update: comment

This is a simple comment.

RT
rt-name: rt
rt-ticket: 2
rt-status: open

Has anybody faced the same problem ?
Any help will be appreciated.

Thanks,
D?rio

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From m-liebman at northwestern.edu  Tue Mar 14 16:52:42 2006
From: m-liebman at northwestern.edu (Michael S. Liebman)
Date: Tue, 14 Mar 2006 16:52:42 -0500
Subject: [rt-users] SVN Integration
In-Reply-To: <1142370131.20489.26.camel@kraz>
References: <1142370131.20489.26.camel@kraz>
Message-ID: <20060314215242.GA17974@SDF.LONESTAR.ORG>

On Tue, Mar 14, 2006 at 06:02:11PM -0300, D?rio Lu?s Coneglian Oliveros wrote:
> I noticed that the piece of code inside the statement if ( $ticket &&
> $ticket->id ) { ... } (line 77) is never executed.
> Please see below some of my settings.
> 
> SVN comment
> RT-Ticket: rt#2
> RT-Status: resolved
> RT-Update: comment

It's been a while since I looked at this, but, if I remember
correctly, the <rtname>#<ticketnum> format didn't work. Did you try
just "RT-Ticket: 2"?

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 ruslan.zakirov at gmail.com  Tue Mar 14 18:33:19 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 15 Mar 2006 02:33:19 +0300
Subject: [rt-users] Disabling Scrips for a queue
In-Reply-To: <28612698BFE51241AB8EF079C3230A8B47D36D@EXC-1.247ms.com>
References: <28612698BFE51241AB8EF079C3230A8B47D36D@EXC-1.247ms.com>
Message-ID: <589c94400603141533t72d0ad98xedbab7eb30995b67@mail.gmail.com>

http://marc.theaimsgroup.com/?t=111221210800009&r=1&w=2
http://marc.theaimsgroup.com/?t=109950819300003&r=1&w=2
http://marc.theaimsgroup.com/?l=rt-users&w=2&r=1&s=disable+scrip+queue&q=b
http://page.mi.fu-berlin.de/~pape/rt3screenshots/

On 3/14/06, Bj?rn Skovlund Ryd?n <bear at 247ms.com> wrote:
> Hi,
>
> I have about 10 queues for various usages - all of them having the standard scrips and individually some specific ones.
>
> Now I want a queue that our servers report to, crontab failures etc. etc. (I just want to make a "root: server at rtsystem" on all of the servers). That means I need to disable all scrips for this specific queue.
>
> Is there an easier way of doing that, than disabling all global queues and individually enable scrips for the other queues?
>
> Cheers, Bj?rn
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>


--
Best regards, Ruslan.

From ruslan.zakirov at gmail.com  Tue Mar 14 18:40:39 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 15 Mar 2006 02:40:39 +0300
Subject: [rt-users] How to craft Transaction Link
In-Reply-To: <FF4FA4421218954E9B0ACC1D01883FFB791F16@pcn-exch1.pcn.local>
References: <FF4FA4421218954E9B0ACC1D01883FFB791F16@pcn-exch1.pcn.local>
Message-ID: <589c94400603141540p6d5b93dfr38b3c5e660bdeb61@mail.gmail.com>

On 3/14/06, Michael Erana <cto at lanusa.com> wrote:
>
> Hi Everyone.
>
>     I was trying to mod default template 6 so that it would include the
> transaction # in the provided URL on comment notification but I need to find
> the reference for the tranactionID of the comment... I thought it would be
> as simple as:
>
> {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}#txn-{$Transaction->ObjectId}
it's {$Transaction->id} , each record has id method.

>
> but is the same are the ticket Id... Any hints? I'm about to go code diving
> to follow the objects to see where I can get the transaction Id otherwise...
>
> TIA.
>
> Michael Era?a, CISSP
> Chief Technology Officer
> PC Network, Inc.
> cto at lanusa.com
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical:
> http://bestpractical.com/about/jobs.html
>
>


--
Best regards, Ruslan.

From ruslan.zakirov at gmail.com  Tue Mar 14 19:04:07 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 15 Mar 2006 03:04:07 +0300
Subject: [rt-users] use LWP to call mason components from scrips??
In-Reply-To: <4416E014.6010500@boldra.com>
References: <4416E014.6010500@boldra.com>
Message-ID: <589c94400603141604x763fcf73l22fa2719d63375b6@mail.gmail.com>

On 3/14/06, Boldra <paul at boldra.com> wrote:
>
> Is there a better solution than using LWP to call mason components from
> inside scrips?
You just don't need to do that.

>
> Or would you turn the component into a perl module and call that from both?
Yep, RT WebUI uses API and really is wrapper around it. Also scrip
code could be fired when there is no httpd server running.

>
> Paul Boldra
> Lead Developer
> ticketsystem.de
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>


--
Best regards, Ruslan.

From yevgeniy.busel at sf.akqa.com  Tue Mar 14 19:44:45 2006
From: yevgeniy.busel at sf.akqa.com (Yevgeniy Busel)
Date: Tue, 14 Mar 2006 16:44:45 -0800
Subject: [rt-users] Upgrade error
Message-ID: <04134A5C87350A45957B81F742510F0202A79DF6@sfmail.sf.akqa.com>

Hi there, 
I upgraded from RT 3.0.11 to 3.4.4, but when I try to upgrade my
database, I'm getting this error:
 
 /usr/local/rt3/sbin/rt-setup-database --action schema --datadir
/usr/local/rt3/etc/upgrade/3.1.0
Creating database schema.
Problem with statement:

CREATE TABLE Attributes (
  id INTEGER NOT NULL  AUTO_INCREMENT,
  Name varchar(255) NULL  ,
  Description varchar(255) NULL  ,
  Content text,
  ContentType varchar(16),
  ObjectType varchar(64),
  ObjectId integer,
  Creator integer NOT NULL DEFAULT 0  ,
  Created DATETIME NULL  ,
  LastUpdatedBy integer NOT NULL DEFAULT 0  ,
  LastUpdated DATETIME NULL  ,
  PRIMARY KEY (id)
) TYPE=InnoDB
Table 'Attributes' already exists at
/usr/local/rt3/sbin/rt-setup-database line 205.
 
Any ideas how to solve this?  Thank you in advance.

Yevgeniy Busel
Network/System Administrator
yevgeniy.busel at akqa.com
 
AKQA Inc.,
118 King Street, 6th Floor
San Francisco, CA 94107
Tel: 415.645.9483   Fax: 415.645.9420    www.akqa.com
<http://www.akqa.com/> 
 
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From jam at omnigroup.com  Tue Mar 14 19:25:47 2006
From: jam at omnigroup.com (James Moore)
Date: Tue, 14 Mar 2006 16:25:47 -0800
Subject: [rt-users] DBIx::SearchBuilder versions
Message-ID: <20EE3277-9318-41A7-81A3-CBABECFEB115@omnigroup.com>

Hello, I'm interested in getting a 2.6 test site up alongside my  
production 3.4.2 site. All of my dependancies are met except for  
upgrading to DBIx::SearchBuilder 1.3.5. Is that module backward  
compatible with RT 3.4.2? Should I just upgrade to 1.4.0 while I'm at  
it?

I read the CHANGES file and didn't notice any red flags. We're using  
MySQL 4.1.11 here. Thanks.

-James


From jesse at bestpractical.com  Tue Mar 14 19:49:16 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 14 Mar 2006 19:49:16 -0500
Subject: [rt-users] DBIx::SearchBuilder versions
In-Reply-To: <20EE3277-9318-41A7-81A3-CBABECFEB115@omnigroup.com>
References: <20EE3277-9318-41A7-81A3-CBABECFEB115@omnigroup.com>
Message-ID: <20060315004916.GH27104@bestpractical.com>




On Tue, Mar 14, 2006 at 04:25:47PM -0800, James Moore wrote:
> Hello, I'm interested in getting a 2.6 test site up alongside my  
> production 3.4.2 site. All of my dependancies are met except for  
> upgrading to DBIx::SearchBuilder 1.3.5. Is that module backward  
> compatible with RT 3.4.2? Should I just upgrade to 1.4.0 while I'm at  
> it?


It should be fine.

Jesse



From rtb0y at yahoo.com  Tue Mar 14 20:04:30 2006
From: rtb0y at yahoo.com (jay alvarez)
Date: Tue, 14 Mar 2006 17:04:30 -0800 (PST)
Subject: [rt-users] Some clarifications with initializing rt database
Message-ID: <20060315010430.99656.qmail@web90101.mail.scd.yahoo.com>


 Hi,
 I have already installed RT3.4.5 and modified my RT_SiteConfig.pm
 I have a postmaster being run by user "pgsql" (postgresql8 installed via Freebsd6 ports)
 
 Questions:
 1. Do I have to manually "createdb rt3" or will "make initialize-database" create one for me??
 
 2. In my SiteConfig.pm:
 
 database = rt3
 user = rt_user
 password = rt_secret
 
 Now, if I "make initialize-database" as root, I got these:
 
 "In order to create or update your RT database,this script needs to connect to your Pg instance on localhost as root."
 
 What root is it referring to?? The system's root or the postgresql database' root??
 
 
 "Please specify that user's database password below. If the user has no database
 password, just press return."
 
 After entering the system's root password I got:
 
 DBI connect('dbname=template1;host=localhost;port=5432','root',...) failed: FATAL:  role "root" does not exist
  at //usr/local/rt3/sbin/rt-setup-database line 101
 Failed to connect to dbi:Pg:dbname=template1;host=localhost;port=5432 as root: FATAL:  role "root" does not exist
 
 
 What does this mean?
 
 I'm thinking, perhaps I should manually "createdb rt3" then create a "rt_user" user for that database, set it's password like what is set in the RT_SiteConfig.pm then grant a root role to it. Now run "make initialize-database" once more and enter the "rt_user's password. Am I on the right track or not??
 
 
 Thanks!!
 -jay
 
 
 
 
 
 
		
---------------------------------
Brings words and photos together (easily) with
 PhotoMail  - it's free and works with Yahoo! Mail.
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From rtb0y at yahoo.com  Tue Mar 14 22:16:24 2006
From: rtb0y at yahoo.com (jay alvarez)
Date: Tue, 14 Mar 2006 19:16:24 -0800 (PST)
Subject: [rt-users] Some clarifications with initializing rt database(pls
	ignore.. solved already)
In-Reply-To: <20060315010430.99656.qmail@web90101.mail.scd.yahoo.com>
Message-ID: <20060315031624.40947.qmail@web90101.mail.scd.yahoo.com>



jay alvarez <rtb0y at yahoo.com> wrote: 
 Hi,
 I have already installed RT3.4.5 and modified my RT_SiteConfig.pm
 I have a postmaster being run by user "pgsql" (postgresql8 installed via Freebsd6 ports)
 
 Questions:
 1. Do I have to manually "createdb rt3" or will "make initialize-database" create one for me??
 
 2. In my SiteConfig.pm:
 
 database = rt3
 user = rt_user
 password = rt_secret
 
 Now, if I "make initialize-database" as root, I got these:
 
 "In order to create or update your RT database,this script needs to connect to your Pg instance on localhost as root."
 
 What root is it referring to?? The system's root or the postgresql database' root??
 
 
 "Please specify that user's database password below. If the user has no database
 password, just press return."
 
 After entering the system's root password I got:
 
 DBI connect('dbname=template1;host=localhost;port=5432','root',...) failed: FATAL:  role "root" does not exist
   at //usr/local/rt3/sbin/rt-setup-database line 101
 Failed to connect to dbi:Pg:dbname=template1;host=localhost;port=5432 as root: FATAL:  role "root" does not exist
 
 
 What does this mean?
 
 I'm thinking, perhaps I should manually "createdb rt3" then create a "rt_user" user for that database, set it's password like what is set in the RT_SiteConfig.pm then grant a root role to it. Now run "make initialize-database" once more and enter the "rt_user's password. Am I on the right track or not??
 
 
 Thanks!!
 -jay
 
 
 
 
 
    

---------------------------------
Brings words and photos together (easily) with
  PhotoMail  - it's free and works with Yahoo! Mail._______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html

		
---------------------------------
 Yahoo! Mail
 Use Photomail to share photos without annoying attachments.
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From rt at athanasoulis.net  Tue Mar 14 22:24:19 2006
From: rt at athanasoulis.net (Marcos Athanasoulis)
Date: Tue, 14 Mar 2006 22:24:19 -0500
Subject: [rt-users] notify admincc on create problem
Message-ID: <3b910dda0603141924v413c192ai6b74e38fe4e366fa@mail.gmail.com>

Hello,

I helped install RT for a non-profit that I advise and everything
works great -- except that no admincc notice goes out on ticket
creation.  I have a stock install with a few users and the permissions
all set up with the default recommendations.  The admincc works on
correspondence and comments -- just not on create.  It is not that it
is not received -- it is not shown in the ticket as even being sent
out -- only the autoreply is listed. And I am testing with a different
email than the one set to receive the admincc -- so it is not that it
is just not sending info to the person who did the update. So two
questions:

1. Any ideas what might be going on?

2. How can I turn on debugging level logging?  I put the lines to log
to a file with level debug in my RT_SiteConfig.pm -- but they don't
seem to be taking effect. Do I somehow need to tell RT to re-read the
file?  (tried restarting apache on a lark -- no change)

This is freebsd with RT 3.4 -- though again absolutely everything else
works, notifying, incoming email etc.

Thanks!

Marcos


From paul at boldra.com  Wed Mar 15 02:45:52 2006
From: paul at boldra.com (Boldra)
Date: Wed, 15 Mar 2006 08:45:52 +0100
Subject: [rt-users] use LWP to call mason components from scrips??
In-Reply-To: <589c94400603141604x763fcf73l22fa2719d63375b6@mail.gmail.com>
References: <4416E014.6010500@boldra.com>
	<589c94400603141604x763fcf73l22fa2719d63375b6@mail.gmail.com>
Message-ID: <4417C630.5070503@boldra.com>

Ruslan Zakirov wrote:
> On 3/14/06, Boldra <paul at boldra.com> wrote:
>   
>> Or would you turn the component into a perl module and call that from both?
>>     
> Yep, RT WebUI uses API and really is wrapper around it. Also scrip
> code could be fired when there is no httpd server running.
>
>   
WebUI uses the RT API, but I want to use my own mason components from 
inside a scrip.  Exactly because there may be no httpd running, there's 
no way to use $m->scomp.  I'd also be interested if there's any way of 
using features in the autohandler from a scrip.

OTOH I've found adding perl modules to mason components problematic;  
especially since I'm using fastCGI instead of mod_perl.  I can't preload 
the module in the apache config (or can in?), so where should I load it?
>> Paul Boldra
>> Lead Developer
>> ticketsystem.de
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>>
>> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>>
>>     
>
>
> --
> Best regards, Ruslan.
>   

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From rt-users at rock-tnsc.com  Wed Mar 15 04:35:18 2006
From: rt-users at rock-tnsc.com (Felix Zhu)
Date: Wed, 15 Mar 2006 17:35:18 +0800
Subject: [rt-users] On Create Autoreply To Requestors with template
Message-ID: <4417DFD6.9030000@rock-tnsc.com>

Hi everyone,

I'm in touble with this situation:  I don't want recieve notifies when I
performs an update, so I turned off NotifyActor in RT_SiteConfig. But I
realy need an autoreply when I create a ticket becease I want to get the
Id No. from this autoreply mail. It seems that if both of there two
options are set, only the NotifyActor will take effect, so I can't
recieve autoreply any more. :(

Anyone has similar circumstance with me?

Felix



From S.G.Tranter at lboro.ac.uk  Wed Mar 15 07:22:46 2006
From: S.G.Tranter at lboro.ac.uk (Stewart Tranter)
Date: Wed, 15 Mar 2006 12:22:46 +0000
Subject: [rt-users] Annonymised sending from RT
In-Reply-To: <589c94400603140246i446e6ae5g638b0cbf7e5b309d@mail.gmail.com>
References: <44168FFC.3060205@lboro.ac.uk>
	<589c94400603140246i446e6ae5g638b0cbf7e5b309d@mail.gmail.com>
Message-ID: <44180716.6040105@lboro.ac.uk>

Ruslan Zakirov wrote:
> http://wiki.bestpractical.com/index.cgi?Template
> You could override any field you want From, Sender, Reply-To or other.

So if I entered this at the top of a template:

Sender: Computing Services Help Desk <email at address.com>

RT will set the "From" header of the outgoing e-mail to that value?

Do I need to enable or disable the friendly from line use in the config 
file?

Thanks,

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 oliveros at cpqd.com.br  Wed Mar 15 07:37:05 2006
From: oliveros at cpqd.com.br (=?ISO-8859-1?Q?D=E1rio_Lu=EDs?= Coneglian Oliveros)
Date: Wed, 15 Mar 2006 09:37:05 -0300
Subject: [rt-users] SVN Integration
In-Reply-To: <20060314215242.GA17974@SDF.LONESTAR.ORG>
References: <1142370131.20489.26.camel@kraz>
	<20060314215242.GA17974@SDF.LONESTAR.ORG>
Message-ID: <1142426225.20489.44.camel@kraz>

Hi Michael,

Thanks for your help. It did work when providing just the ticket number.
It seems like the regular expression (see code below) is not handling
<rt-name>#<ticket-number> properly.

PullUpdate.html
54    if ( $line =~ /^\s*RT-Ticket:\s*(\w*?)(?:\#?)(\d*)/ ) {
55        next if ($1 && $1 !~ /^$RT::rtname$/i);

Thanks,
D?rio

On Tue, 2006-03-14 at 16:52 -0500, Michael S. Liebman wrote:

> On Tue, Mar 14, 2006 at 06:02:11PM -0300, D?rio Lu?s Coneglian Oliveros wrote:
> > I noticed that the piece of code inside the statement if ( $ticket &&
> > $ticket->id ) { ... } (line 77) is never executed.
> > Please see below some of my settings.
> > 
> > SVN comment
> > RT-Ticket: rt#2
> > RT-Status: resolved
> > RT-Update: comment
> 
> It's been a while since I looked at this, but, if I remember
> correctly, the <rtname>#<ticketnum> format didn't work. Did you try
> just "RT-Ticket: 2"?
> 
> Michael
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From evan at mtvn.com  Wed Mar 15 08:47:20 2006
From: evan at mtvn.com (Rappaport, Evan)
Date: Wed, 15 Mar 2006 08:47:20 -0500
Subject: [rt-users] Creating a Link to a Ticket via a Perl Script
Message-ID: <2C970140D4F23248A43FDED8B85C9593030B8D7A@DISMISSED.mtvn.ad.viacom.com>


There is an example of a command line call to that script in the usage print statement.  I put the script on a UNIX server and I use the script in multiple ways.

1) Running it from cron for creating periodic tickets for various departments.  Things like weekly reminders to check overnight backups or official timestamping of work shifts.  Something like, shift turnovers for operations workers to signal that they are now taking over operations.

Example: of a daily ticket created from cron.

./rt_custom.pl -queue="Storage" -subject="Check overnight backups" -owner='nobody' -requestor='bob\@bob.com' -priority=30 -body="Check status of overnight backups and rotate backup tapes as necessasary." -AdminCc="bobsboss\@bob.com" -work_type="Task" -department="Infrastructure" -requestor="cronjob\@rt.bob.com"

2) Automatically generating tickets from server alarms.  Basically using Nagios to generate tickets automatically so it saves people who are responding to alarms from opening tickets for problems.  The ticket is generated when someone acknowleges the alarm and adds their comment.  The ticket would go into an alarm queue and be owned by the person who acknowleged the alarm so they can come back with an update and close the ticket later. 

Nagios might do a call to the script that looks like this.

./rt_custom.pl -queue="Alarms" -subject="Diskspace at %5 on live-production-server-1" -owner='bob' -body="Going to delete old log files" -priority=99 -AdminCc="bobsboss\@bob.com" -requestor="bob\@bob.com" 

3) As part of a CGI to automatically generate tickets from custom web pages.  It might be used as the stand alone script though escape to the shell or I might just use the Perl code directly in the CGI. Basically this would be web pages to create custom tickets through HTML forms for frequently requested things like DNS requests.

Example

./rt_custom.pl -queue="Networking" -subject="DNS Request" -body="Please set up a new DNS entry for welovebob.bob.com to point to 208.182.91.44." -requestor="sally\@bob.com" -department="Ad Sales"

These are the basic things I use it for but since it's a fairly generic ticket generator you can do whatever you want.  For example, you can set up something like a script that calls this and creates a parent ticket which has three children each of which have two dependent tickets of their own etc.  

I use either "site" or "department" as the business unit making the request for work and use the queue as the department which is getting the request to perform work.  People from each department would be watching their respective queues and dealing with requests from there or reassigning requests to other queues.    

-----Original Message-----
From: Duncan Shannon [mailto:dshannon at techfluent.com] 
Sent: Tuesday, March 14, 2006 1:22 PM
To: Rappaport, Evan; Nick Metrowsky; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Creating a Link to a Ticket via a Perl Script



>________________________________________
>From: rt-users-bounces at lists.bestpractical.com 
>[mailto:rt-users->bounces at lists.bestpractical.com] On Behalf Of 
>Rappaport, Evan
>Sent: Tuesday, March 14, 2006 11:00 AM
>To: Nick Metrowsky; rt-users at lists.bestpractical.com
>Subject: RE: [rt-users] Creating a Link to a Ticket via a Perl Script>
>
>This is what I use.?It does everything, creates tickets, does parent-child >relationships, and fills in some custom fields.? You'd have to change the >custom fields and library locations?to suit your installation (or >just?don't use those options).? I find this easier to use than the rt CLI >which has limited options. 
?

Hi Evan-

Can you share some examples of how you use this script?

duncan



From n.marjoram at adastral.ucl.ac.uk  Wed Mar 15 08:58:55 2006
From: n.marjoram at adastral.ucl.ac.uk (Neil Marjoram)
Date: Wed, 15 Mar 2006 13:58:55 +0000
Subject: [rt-users] LDAP and auto create users
Message-ID: <44181D9F.605@adastral.ucl.ac.uk>

Can anyone help me? I need to be able to auto create users on 
submission. I already have the LDAP working correctly for registered 
users, but when a non registered user sends an email I get :

RT could not load a valid user, and RT's configuration does not allow
for the creation of a new user for this email blah.

You might need to grant 'Everyone' the right 'CreateTicket' for the
queue general.


I have granted Everyone create ticket for general, but this does not 
seem to work, I have replaced the User_Local.pm with that from the LDAP 
wiki, and configured the RT_SiteConfig.pm (which seems to work as I can 
login OK)

I have listed the log outout and the RT_SiteConfig below. I use RHEL 4 
and RT 3.4.5.

Many thanks,

Neil.

Output from rt.log with debug set.
[Wed Mar 15 13:15:04 2006] [debug]: Guessed encoding: ascii 
(/usr/local/rt/lib/RT/I18N.pm:396)
[Wed Mar 15 13:15:04 2006] [debug]: Guessed encoding: ascii 
(/usr/local/rt/lib/RT/I18N.pm:396)
[Wed Mar 15 13:15:04 2006] [debug]: Converting 'ascii' to 'utf-8' for 
text/plain - test3
 (/usr/local/rt/lib/RT/I18N.pm:226)
[Wed Mar 15 13:15:04 2006] [debug]: RT::User::CanonicalizeEmailAddress : 
called with "user at example.uk" by RT::CurrentUser 
/usr/local/rt/lib/RT/CurrentUser.pm 217 
(/usr/local/rt/lib/RT/User_Local.pm:314)
[Wed Mar 15 13:15:04 2006] [debug]: RT::User::LookupExternalUserInfo 
called with baseDN "ou=People,dc=example,dc=uk" and filter 
"mail=user at example.uk" by RT::User /usr/local/rt/lib/RT/User_Local.pm 
318 (/usr/local/rt/lib/RT/User_Local.pm:441)
[Wed Mar 15 13:15:04 2006] [info]: RT::User::LookupExternalUserInfo : 
ou=People,dc=example,dc=uk mail=user at example.uk =>  EmailAddress: , 
Name: , RealName:  (/usr/local/rt/lib/RT/User_Local.pm:516)
[Wed Mar 15 13:15:04 2006] [info]: RT::User::CanonicalizeEmailAddress 
user at example.uk =>  user at example.uk (/usr/local/rt/lib/RT/User_Local.pm:326)
[Wed Mar 15 13:15:04 2006] [debug]: RT::User::CanonicalizeUserInfo  
called by RT::User /usr/local/rt/lib/RT/User_Overlay.pm 191 with: 
Comments: Autocreated on ticket submission, Disabled: 0, EmailAddress: 
user at example.uk, Name: user at example.uk, Password: user at example.uk, 
Privileged: 1, RealName: Neil Marjoram 
(/usr/local/rt/lib/RT/User_Local.pm:359)
[Wed Mar 15 13:15:04 2006] [debug]: RT::User::LookupExternalUserInfo 
called with baseDN "ou=People,dc=example,dc=uk" and filter 
"uid=user at example.uk" by RT::User /usr/local/rt/lib/RT/User_Local.pm 374 
(/usr/local/rt/lib/RT/User_Local.pm:441)
[Wed Mar 15 13:15:04 2006] [info]: RT::User::LookupExternalUserInfo : 
ou=People,dc=example,dc=uk uid=user at example.uk =>  EmailAddress: , Name: 
, RealName:  (/usr/local/rt/lib/RT/User_Local.pm:516)
[Wed Mar 15 13:15:04 2006] [debug]: RT::User::LookupExternalUserInfo 
called with baseDN "ou=People,dc=example,dc=uk" and filter 
"mail=user at example.uk" by RT::User /usr/local/rt/lib/RT/User_Local.pm 
374 (/usr/local/rt/lib/RT/User_Local.pm:441)
[Wed Mar 15 13:15:04 2006] [info]: RT::User::LookupExternalUserInfo : 
ou=People,dc=example,dc=uk mail=user at example.uk =>  EmailAddress: , 
Name: , RealName:  (/usr/local/rt/lib/RT/User_Local.pm:516)
[Wed Mar 15 13:15:04 2006] [debug]: RT::User::LookupExternalUserInfo 
called with baseDN "ou=People,dc=example,dc=uk" and filter "cn=Neil 
Marjoram" by RT::User /usr/local/rt/lib/RT/User_Local.pm 374 
(/usr/local/rt/lib/RT/User_Local.pm:441)
[Wed Mar 15 13:15:05 2006] [info]: RT::User::LookupExternalUserInfo : 
ou=People,dc=example,dc=uk cn=Neil Marjoram =>  EmailAddress: 
n.marjoram at adastral.ucl.ac.uk, ExternalAuthId: username, Gecos: 
username, Name: username, RealName: Neil Marjoram 
(/usr/local/rt/lib/RT/User_Local.pm:516)
[Wed Mar 15 13:15:05 2006] [debug]: RT::User::CanonicalizeEmailAddress : 
called with "n.marjoram at adastral.ucl.ac.uk" by RT::User 
/usr/local/rt/lib/RT/User_Local.pm 383 
(/usr/local/rt/lib/RT/User_Local.pm:314)
[Wed Mar 15 13:15:05 2006] [debug]: RT::User::LookupExternalUserInfo 
called with baseDN "ou=People,dc=example,dc=uk" and filter 
"mail=n.marjoram at adastral.ucl.ac.uk" by RT::User 
/usr/local/rt/lib/RT/User_Local.pm 318 
(/usr/local/rt/lib/RT/User_Local.pm:441)
[Wed Mar 15 13:15:05 2006] [info]: RT::User::LookupExternalUserInfo : 
ou=People,dc=example,dc=uk mail=n.marjoram at adastral.ucl.ac.uk =>  
EmailAddress: n.marjoram at adastral.ucl.ac.uk, ExternalAuthId: username, 
Gecos: username, Name: username, RealName: Neil Marjoram 
(/usr/local/rt/lib/RT/User_Local.pm:516)
[Wed Mar 15 13:15:05 2006] [info]: RT::User::CanonicalizeEmailAddress 
n.marjoram at adastral.ucl.ac.uk =>  n.marjoram at adastral.ucl.ac.uk 
(/usr/local/rt/lib/RT/User_Local.pm:326)
[Wed Mar 15 13:15:05 2006] [info]: RT::User::CanonicalizeUserInfo 
returning Comments: Autocreated on ticket submission, Disabled: 0, 
EmailAddress: n.marjoram at adastral.ucl.ac.uk, ExternalAuthId: username, 
Gecos: username, Name: username, Password: user at example.uk, Privileged: 
1, RealName: Neil Marjoram (/usr/local/rt/lib/RT/User_Local.pm:392)
[Wed Mar 15 13:15:05 2006] [debug]: RT::User::CanonicalizeEmailAddress : 
called with "n.marjoram at adastral.ucl.ac.uk" by RT::User 
/usr/local/rt/lib/RT/User_Overlay.pm 195 
(/usr/local/rt/lib/RT/User_Local.pm:314)
[Wed Mar 15 13:15:05 2006] [debug]: RT::User::LookupExternalUserInfo 
called with baseDN "ou=People,dc=example,dc=uk" and filter 
"mail=n.marjoram at adastral.ucl.ac.uk" by RT::User 
/usr/local/rt/lib/RT/User_Local.pm 318 
(/usr/local/rt/lib/RT/User_Local.pm:441)
[Wed Mar 15 13:15:05 2006] [info]: RT::User::LookupExternalUserInfo : 
ou=People,dc=example,dc=uk mail=n.marjoram at adastral.ucl.ac.uk =>  
EmailAddress: n.marjoram at adastral.ucl.ac.uk, ExternalAuthId: username, 
Gecos: username, Name: username, RealName: Neil Marjoram 
(/usr/local/rt/lib/RT/User_Local.pm:516)
[Wed Mar 15 13:15:05 2006] [info]: RT::User::CanonicalizeEmailAddress 
n.marjoram at adastral.ucl.ac.uk =>  n.marjoram at adastral.ucl.ac.uk 
(/usr/local/rt/lib/RT/User_Local.pm:326)
[Wed Mar 15 13:15:05 2006] [debug]: RT::User::CanonicalizeEmailAddress : 
called with "user at example.uk" by RT::User 
/usr/local/rt/lib/RT/User_Overlay.pm 562 
(/usr/local/rt/lib/RT/User_Local.pm:314)
[Wed Mar 15 13:15:05 2006] [debug]: RT::User::LookupExternalUserInfo 
called with baseDN "ou=People,dc=example,dc=uk" and filter 
"mail=user at example.uk" by RT::User /usr/local/rt/lib/RT/User_Local.pm 
318 (/usr/local/rt/lib/RT/User_Local.pm:441)
[Wed Mar 15 13:15:05 2006] [info]: RT::User::LookupExternalUserInfo : 
ou=People,dc=example,dc=uk mail=user at example.uk =>  EmailAddress: , 
Name: , RealName:  (/usr/local/rt/lib/RT/User_Local.pm:516)
[Wed Mar 15 13:15:05 2006] [info]: RT::User::CanonicalizeEmailAddress 
user at example.uk =>  user at example.uk (/usr/local/rt/lib/RT/User_Local.pm:326)
[Wed Mar 15 13:15:05 2006] [crit]: User creation failed in mailgateway: 
Name in use (/usr/local/rt/lib/RT/Interface/Email.pm:302)
[Wed Mar 15 13:15:06 2006] [debug]: RT::User::CanonicalizeEmailAddress : 
called with "user at example.uk" by RT::CurrentUser 
/usr/local/rt/lib/RT/CurrentUser.pm 217 
(/usr/local/rt/lib/RT/User_Local.pm:314)
[Wed Mar 15 13:15:06 2006] [debug]: RT::User::LookupExternalUserInfo 
called with baseDN "ou=People,dc=example,dc=uk" and filter 
"mail=user at example.uk" by RT::User /usr/local/rt/lib/RT/User_Local.pm 
318 (/usr/local/rt/lib/RT/User_Local.pm:441)
[Wed Mar 15 13:15:06 2006] [info]: RT::User::LookupExternalUserInfo : 
ou=People,dc=example,dc=uk mail=user at example.uk =>  EmailAddress: , 
Name: , RealName:  (/usr/local/rt/lib/RT/User_Local.pm:516)
[Wed Mar 15 13:15:06 2006] [info]: RT::User::CanonicalizeEmailAddress 
user at example.uk =>  user at example.uk (/usr/local/rt/lib/RT/User_Local.pm:326)
[Wed Mar 15 13:15:06 2006] [warning]: Couldn't load user 
'user at example.uk'.giving up (/usr/local/rt/lib/RT/Interface/Email.pm:317)
[Wed Mar 15 13:15:06 2006] [crit]: User  'user at example.uk' could not be 
loaded in the mail gateway (/usr/local/rt/lib/RT/Interface/Email.pm:318)
[Wed Mar 15 13:15:06 2006] [error]: RT could not load a valid user, and 
RT's configuration does not allow
for the creation of a new user for this email (user at example.uk).

You might need to grant 'Everyone' the right 'CreateTicket' for the
queue general.

RT_SiteConfig.pm

Set( $rtname, 'rt.example.uk');
Set($Organization , "example.uk");
Set($Timezone , 'Europe/London');
Set($WebBaseURL , "http://rt.example.uk:80");
Set($WebPath , "");
  Set($DatabaseUser , "rt_user");
  Set($DatabasePassword , "PASSWORD");
Set  ($LdapUidAttr="uid");
Set($LdapNameAttr, "cn");
Set($LdapMailAttr, "mail");
Set($LdapFilter, "(objectclass=posixAccount)");
Set($AutoCreateFromExternalUserInfo, 1);

# $LdapFilter="(objectclass=*)";
# $LdapTLS = 1;
Set($AuthMethods, ['LDAP', 'Internal']);
Set($LdapExternalAuth, 1);
Set($LdapExternalInfo, 1);
Set ($LDAPExternalAuto, 1);
$LDAPExternalAuto = 1;
Set($LdapAttrMap, {'Name' => 'uid',
                   'EmailAddress' => 'mail',
                   'RealName' => 'cn',
                   'ExternalAuthId' => 'uid',
                   'Gecos' => 'uid'}
);

# A list of RT attrs which can uniquely identify a user,
# ordered from most to least preferred.
Set($LdapRTAttrMatchList, ['Name', 'EmailAddress', 'RealName']
);

# A list of LDAP attrs to examine when canonicalizing email addresses,
# ordered from most to least preferred
Set($LdapEmailAttrMatchList, ['mail']
);

# The basics; if set, these override $RT::LdapAuth* and $RT::LdapInfo*
Set($LdapServer, 'ldap1.example.uk');
Set($LdapBase, 'ou=People,dc=example,dc=uk');
Set($LdapFilter, "(objectclass=posixAccount)");
Set($LdapUser, 'cn=ldap,ou=DSA,dc=example,dc=uk');
Set($LdapPass, 'PASSWORD');

Set($LogToFile      , debug);
Set($LogDir, '/usr/local/rt/var/log');
Set($LogToFileNamed , "rt.log");

-- 
Neil Marjoram
Systems Manager
Adastral Park Campus
University College London
Ross Building
Adastral Park
Martlesham Heath
Ipswich - Suffolk
IP5 3RE

Tel: 01473 663711
Fax: 01473 635199


Reclaim Your Inbox!
http://www.mozilla.org/products/thunderbird



From sturner at MIT.EDU  Wed Mar 15 10:01:02 2006
From: sturner at MIT.EDU (Stephen Turner)
Date: Wed, 15 Mar 2006 10:01:02 -0500
Subject: [rt-users] notify admincc on create problem
In-Reply-To: <3b910dda0603141924v413c192ai6b74e38fe4e366fa@mail.gmail.co
 m>
References: <3b910dda0603141924v413c192ai6b74e38fe4e366fa@mail.gmail.com>
Message-ID: <6.2.3.4.2.20060315095941.02584808@po14.mit.edu>

At Tuesday 3/14/2006 10:24 PM, Marcos Athanasoulis wrote:
>Hello,
>
>I helped install RT for a non-profit that I advise and everything
>works great -- except that no admincc notice goes out on ticket
>creation.  I have a stock install with a few users and the permissions
>all set up with the default recommendations.  The admincc works on
>correspondence and comments -- just not on create.  It is not that it
>is not received -- it is not shown in the ticket as even being sent
>out -- only the autoreply is listed. And I am testing with a different
>email than the one set to receive the admincc -- so it is not that it
>is just not sending info to the person who did the update. So two
>questions:
>
>1. Any ideas what might be going on?

Marcos,

What scrips are defined, globally & for the queue? If I recall, the 
default setup does not include a notification for AdminCcs on ticket creation.

Steve 



From fran at cis.uab.edu  Wed Mar 15 10:48:24 2006
From: fran at cis.uab.edu (Fran Fabrizio)
Date: Wed, 15 Mar 2006 09:48:24 -0600
Subject: [rt-users] No ability to edit tickets when accessing via SSH?
Message-ID: <44183748.7010303@cis.uab.edu>


I have encountered an interesting problem... when I access our queue via 
http I get all the usual Reply/Resolve/Comment/etc.... links on each 
ticket and all works well.  When I access via SSL, I get none of those 
links, and all of the linhks on my left navigation pane are black (Home, 
Tickets, Tools, Configuration, Preferences, Approcal) instead of white. 

Problem is, I'd like to force all access to be via https. 

This problem only affects my user account, which has SuperUser rights.  
Other staff members, who have various privileges to admin queues, are 
working fine.   So this appears to be some combination of my specific 
account (which is being authenticated via the ldap overlay) and SSL.  
Weird, eh?  What makes the left hand nav links turn black like that?

RT 3.4.5

Thanks,
Fran

-- 
Fran Fabrizio
Senior Systems Analyst
Department of Computer and Information Sciences
University of Alabama at Birmingham
http://www.cis.uab.edu/
205.934.0653



From vivek at khera.org  Wed Mar 15 11:15:46 2006
From: vivek at khera.org (Vivek Khera)
Date: Wed, 15 Mar 2006 11:15:46 -0500
Subject: [rt-users] Some clarifications with initializing rt database
In-Reply-To: <20060315010430.99656.qmail@web90101.mail.scd.yahoo.com>
References: <20060315010430.99656.qmail@web90101.mail.scd.yahoo.com>
Message-ID: <DA6060F5-56E3-4972-A3DC-622C4386E4C9@khera.org>


On Mar 14, 2006, at 8:04 PM, jay alvarez wrote:

> 1. Do I have to manually "createdb rt3" or will "make initialize- 
> database" create one for me??
>

looks like you're using the freebsd port to do this... it is assuming  
mysql default values.  you need to set the variable DB_DBA_USER=pgsql  
in your make command:

make initialize-database DB_DBA_USER=pgsql

it looks like for you the default DB_DATABASE and DB_HOST are  
sufficient.



From mnichols at wayport.net  Wed Mar 15 11:43:34 2006
From: mnichols at wayport.net (Matt Nichols)
Date: Wed, 15 Mar 2006 10:43:34 -0600
Subject: [rt-users] Packaging RT 3.5.x under Debian
Message-ID: <52AD365BD79BA048B359E3F4411D45150D362A4B@exchange01.wayad.corp.wayport.net>

Hello,

 

Does anyone on the list have any experience rolling their own Debian
package of RT? We're running Debian Sarge and have finally decided to
put RT into production but we'd like to use the most recently stable
release of RT 3.5.x instead of the one already packaged in Debian Sarge
(3.4.4). I'm familiar with creating debian packages but packaging RT
seems like it's going to be a real chore because of all the
dependencies. Is there a good way to make use of the existing source
package for RT 3.4.4 and create a new one using the latest 3.5.x source
tarball? Just installing from source on the box it will run on isn't an
option as we package everything that goes into production for ease of
system management. 

 

Thanks in advance for any pointers. 

 

-Matt

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From justin at cityfone.net  Wed Mar 15 12:12:45 2006
From: justin at cityfone.net (Justin Zygmont)
Date: Wed, 15 Mar 2006 09:12:45 -0800
Subject: [rt-users] Upgrade error
In-Reply-To: <04134A5C87350A45957B81F742510F0202A79DF6@sfmail.sf.akqa.com>
References: <04134A5C87350A45957B81F742510F0202A79DF6@sfmail.sf.akqa.com>
Message-ID: <44184B0D.2010306@cityfone.net>

I've noticed similar problems like this in the past, you have to keep 
trying with action acl, and insert in different order.  If you keep 
trying it, then finally it will go.



Yevgeniy Busel wrote:
> Hi there,
> I upgraded from RT 3.0.11 to 3.4.4, but when I try to upgrade my 
> database, I'm getting this error:
>  
>  /usr/local/rt3/sbin/rt-setup-database --action schema --datadir 
> /usr/local/rt3/etc/upgrade/3.1.0
> Creating database schema.
> Problem with statement:
> 
> CREATE TABLE Attributes (
>   id INTEGER NOT NULL  AUTO_INCREMENT,
>   Name varchar(255) NULL  ,
>   Description varchar(255) NULL  ,
>   Content text,
>   ContentType varchar(16),
>   ObjectType varchar(64),
>   ObjectId integer,
>   Creator integer NOT NULL DEFAULT 0  ,
>   Created DATETIME NULL  ,
>   LastUpdatedBy integer NOT NULL DEFAULT 0  ,
>   LastUpdated DATETIME NULL  ,
>   PRIMARY KEY (id)
> ) TYPE=InnoDB
> Table 'Attributes' already exists at 
> /usr/local/rt3/sbin/rt-setup-database line 205.
>  
> Any ideas how to solve this?  Thank you in advance.
> Yevgeniy Busel
> Network/System Administrator
> yevgeniy.busel at akqa.com <mailto:yevgeniy.busel at akqa.com>
>  
> AKQA Inc.,
> 118 King Street, 6th Floor
> San Francisco, CA 94107
> Tel: 415.645.9483   Fax: 415.645.9420    www.akqa.com <http://www.akqa.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 mnichols at wayport.net  Wed Mar 15 12:38:45 2006
From: mnichols at wayport.net (Matt Nichols)
Date: Wed, 15 Mar 2006 11:38:45 -0600
Subject: [rt-users] Packaging RT 3.5.x under Debian
Message-ID: <52AD365BD79BA048B359E3F4411D45150D362A6C@exchange01.wayad.corp.wayport.net>

My intention is to package the latest stable RT (actually 3.4.5 rather,
not 3.5.x) my mistake. 

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Matt
Nichols
Sent: Wednesday, March 15, 2006 10:44 AM
To: rt-users at bestpractical.com
Subject: [rt-users] Packaging RT 3.5.x under Debian

 

Hello,

 

Does anyone on the list have any experience rolling their own Debian
package of RT? We're running Debian Sarge and have finally decided to
put RT into production but we'd like to use the most recently stable
release of RT 3.5.x instead of the one already packaged in Debian Sarge
(3.4.4). I'm familiar with creating debian packages but packaging RT
seems like it's going to be a real chore because of all the
dependencies. Is there a good way to make use of the existing source
package for RT 3.4.4 and create a new one using the latest 3.5.x source
tarball? Just installing from source on the box it will run on isn't an
option as we package everything that goes into production for ease of
system management. 

 

Thanks in advance for any pointers. 

 

-Matt

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From KFCrocker at lbl.gov  Wed Mar 15 13:13:34 2006
From: KFCrocker at lbl.gov (Ken Crocker)
Date: Wed, 15 Mar 2006 10:13:34 -0800
Subject: [rt-users] notify admincc on create problem
In-Reply-To: <3b910dda0603141924v413c192ai6b74e38fe4e366fa@mail.gmail.com>
References: <3b910dda0603141924v413c192ai6b74e38fe4e366fa@mail.gmail.com>
Message-ID: <4418594E.3020801@lbl.gov>

Marcos,

    You do not have to use the global scrips, if there are some you do 
not want. Simply turn off all the global ones and create what you need 
for each Queue that you want E_mail on. Set up the priviledge 
"SeeOutgoingMail" for those admincc'c and then create a scrip triggered 
by the 'oncreate' action.

Kenn

Marcos Athanasoulis wrote:

>Hello,
>
>I helped install RT for a non-profit that I advise and everything
>works great -- except that no admincc notice goes out on ticket
>creation.  I have a stock install with a few users and the permissions
>all set up with the default recommendations.  The admincc works on
>correspondence and comments -- just not on create.  It is not that it
>is not received -- it is not shown in the ticket as even being sent
>out -- only the autoreply is listed. And I am testing with a different
>email than the one set to receive the admincc -- so it is not that it
>is just not sending info to the person who did the update. So two
>questions:
>
>1. Any ideas what might be going on?
>
>2. How can I turn on debugging level logging?  I put the lines to log
>to a file with level debug in my RT_SiteConfig.pm -- but they don't
>seem to be taking effect. Do I somehow need to tell RT to re-read the
>file?  (tried restarting apache on a lark -- no change)
>
>This is freebsd with RT 3.4 -- though again absolutely everything else
>works, notifying, incoming email etc.
>
>Thanks!
>
>Marcos
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly 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 shildret at scotth.emsphone.com  Wed Mar 15 13:17:35 2006
From: shildret at scotth.emsphone.com (Scott T. Hildreth)
Date: Wed, 15 Mar 2006 12:17:35 -0600
Subject: [rt-users] 3.6pre0 -graphs
In-Reply-To: <1142362175.963.26.camel@scotth.emsphone.com>
References: <1142362175.963.26.camel@scotth.emsphone.com>
Message-ID: <1142446655.18746.29.camel@scotth.emsphone.com>

On Tue, 2006-03-14 at 12:49 -0600, Scott T. Hildreth wrote:
> Wasn't there options to switch between bar or pie charts is the
> Tools->Reports in 3.5.x?

There is an option, but on the results page of searches.
Is this going to be an option under Tools->Reports?

                                    Thanks.

-- 
Scott T. Hildreth <shildret at scotth.emsphone.com>


From shildret at scotth.emsphone.com  Wed Mar 15 13:20:55 2006
From: shildret at scotth.emsphone.com (Scott T. Hildreth)
Date: Wed, 15 Mar 2006 12:20:55 -0600
Subject: [rt-users] 3.6pre0 -graphs
In-Reply-To: <1142446655.18746.29.camel@scotth.emsphone.com>
References: <1142362175.963.26.camel@scotth.emsphone.com>
	<1142446655.18746.29.camel@scotth.emsphone.com>
Message-ID: <1142446855.18746.30.camel@scotth.emsphone.com>

Sorry for the clutter, just realized that I should ask this on rt-devel.


On Wed, 2006-03-15 at 12:17 -0600, Scott T. Hildreth wrote:
> On Tue, 2006-03-14 at 12:49 -0600, Scott T. Hildreth wrote:
> > Wasn't there options to switch between bar or pie charts is the
> > Tools->Reports in 3.5.x?
> 
> There is an option, but on the results page of searches.
> Is this going to be an option under Tools->Reports?
> 
>                                     Thanks.
> 
-- 
Scott T. Hildreth <shildret at scotth.emsphone.com>


From kukla at caset.buffalo.edu  Wed Mar 15 14:40:14 2006
From: kukla at caset.buffalo.edu (Michael Kukla)
Date: Wed, 15 Mar 2006 14:40:14 -0500
Subject: [rt-users] converting MyISAM to InnoDB tables for upgrades 
Message-ID: <44186D9E.6040002@caset.buffalo.edu>

A while back (approximately 16-24 months ago) we installed RT 3.0.1,
with MySQL as the database engine.

Subsequently we experienced some of the performance problems
which at the time were occurring with that version  when MySQL and
Apache were not tuned properly after the RT upgrade or install.

This engendered much unpleasantness among the staff using RT here,
leading to frenzied efforts to find a  rapid fix.

So, after a reading some posts to this list recommending it,  I converted
RT's tables from  InnoDB  to MyISAM. The table type for our RT install has
remained MyISAM ever since.

The best thing that I can say about this fix is that it didn't make 
matters worse;
and in any case,  after employing additional measures we eventually 
obtained
the sort of performance originally anticipated.

However, we are now committed to upgrading RT to the latest version.

While making this upgrade, plainly we should get back on the right foot 
with respect
to the MySQL table type that RT prefers (or perhaps now requires) and so 
I have two
questions for the list:

1) Will the database upgrade scripts to be run after "make upgrade" , e.g.,

/opt/rt3/sbin/rt-setup-database --action schema \
          --datadir etc/upgrade/<version>

automatically convert from MyISAM to InnoDB?

2) If not, has anyone any advice or caveats about effecting such a 
conversion using  the mysql client?

-- 
Mike Kukla
Web Programmer/Assistant Unix Administrator
College of Art and Sciences, Educational Technology
414 Clemens Hall
645-6000 x1156
kukla at caset.buffalo.edu



From ESchultz at corp.untd.com  Wed Mar 15 14:54:57 2006
From: ESchultz at corp.untd.com (Schultz, Eric)
Date: Wed, 15 Mar 2006 11:54:57 -0800
Subject: [rt-users] converting MyISAM to InnoDB tables for upgrades 
Message-ID: <5613F89D78D2F545A40423EBA5535C300E25E91A@LAXEVS01.lax.corp.int.untd.com>

> So, after a reading some posts to this list recommending it,  
> I converted
> RT's tables from  InnoDB  to MyISAM. The table type for our 
> RT install has
> remained MyISAM ever since.
> -- 
> Mike Kukla
> Web Programmer/Assistant Unix Administrator
> College of Art and Sciences, Educational Technology
> 414 Clemens Hall
> 645-6000 x1156
> kukla at caset.buffalo.edu

The conversion from MyISAM back to InnoDB should be just as easy as the
original conversion from InnoDB to MyISAM - just a matter of a simple
"alter table" statement for each table (can be a perl one-liner on the
unix CL).

Eric Schultz
United Online


From KFCrocker at lbl.gov  Wed Mar 15 15:52:24 2006
From: KFCrocker at lbl.gov (Ken Crocker)
Date: Wed, 15 Mar 2006 12:52:24 -0800
Subject: [rt-users] notify admincc on create problem
In-Reply-To: <3b910dda0603151025q4d878ff2j51047c6ad9502455@mail.gmail.com>
References: <3b910dda0603141924v413c192ai6b74e38fe4e366fa@mail.gmail.com>
	<4418594E.3020801@lbl.gov>
	<3b910dda0603151025q4d878ff2j51047c6ad9502455@mail.gmail.com>
Message-ID: <44187E88.6010102@lbl.gov>

Marcos,

    Then I would check the "SeeOutgoingMail" provoledge on an "Everyone" 
basis and make sure you've got some AdminCc's to receive the e_mails. 
Other than that, unless I'm looking at your configuration, it' shard to 
advise.

Kenn

Marcos Athanasoulis wrote:

> Thanks -- the problem, however, is not that I don't want the scrip -- 
> I do -- it just doesn't work... I actually do want it globally and it 
> is set-up globally -- but no admincc notify goes out. 
>  
> Not sure if this attachment will get through to the list -- but I have 
> attached a jpg of the screen showing that the global scrip "notify 
> admincc on create using template transaction" is in place.  But the 
> ticket history never reports an email being sent to the admincc on 
> create -- only on reply or comment.
>  
> Thanks for anyone's thoughts or guidance on this or on how I can 
> trace/log what might be happening.
>  
> Marcos
>
>
>  
> On 3/15/06, *Ken Crocker* <KFCrocker at lbl.gov 
> <mailto:KFCrocker at lbl.gov>> wrote:
>
>     Marcos,
>
>        You do not have to use the global scrips, if there are some you do
>     not want. Simply turn off all the global ones and create what you
>     need
>     for each Queue that you want E_mail on. Set up the priviledge
>     "SeeOutgoingMail" for those admincc'c and then create a scrip
>     triggered
>     by the 'oncreate' action.
>
>     Kenn
>
>     Marcos Athanasoulis wrote:
>
>     >Hello,
>     >
>     >I helped install RT for a non-profit that I advise and everything
>     >works great -- except that no admincc notice goes out on ticket
>     >creation.  I have a stock install with a few users and the
>     permissions
>     >all set up with the default recommendations.  The admincc works on
>     >correspondence and comments -- just not on create.  It is not that it
>     >is not received -- it is not shown in the ticket as even being sent
>     >out -- only the autoreply is listed. And I am testing with a
>     different
>     >email than the one set to receive the admincc -- so it is not that it
>     >is just not sending info to the person who did the update. So two
>     >questions:
>     >
>     >1. Any ideas what might be going on?
>     >
>     >2. How can I turn on debugging level logging?  I put the lines to log
>     >to a file with level debug in my RT_SiteConfig.pm -- but they don't
>     >seem to be taking effect. Do I somehow need to tell RT to re-read the
>     >file?  (tried restarting apache on a lark -- no change)
>     >
>     >This is freebsd with RT 3.4 -- though again absolutely everything
>     else
>     >works, notifying, incoming email etc.
>     >
>     >Thanks!
>     >
>     >Marcos
>     >_______________________________________________
>     > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>     >
>     >Community help: http://wiki.bestpractical.com
>     >Commercial support: sales at bestpractical.com
>     <mailto:sales at bestpractical.com>
>     >
>     >
>     >Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>     >Buy a copy at http://rtbook.bestpractical.com
>     >
>     >
>     >We're hiring! Come hack Perl for Best Practical:
>     http://bestpractical.com/about/jobs.html
>     >
>     >
>     >
>
>
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From fran at cis.uab.edu  Wed Mar 15 17:34:58 2006
From: fran at cis.uab.edu (Fran Fabrizio)
Date: Wed, 15 Mar 2006 16:34:58 -0600
Subject: [rt-users] Privileged users seeing tickets they requested in RT3
In-Reply-To: <589c94400603131218i21989422w7227c2012ee799b6@mail.gmail.com>
References: <4415A9EE.90303@cis.uab.edu>
	<589c94400603131218i21989422w7227c2012ee799b6@mail.gmail.com>
Message-ID: <44189692.1080307@cis.uab.edu>


Thanks for this info.  In trying to implement this, I noticed an odd 
thing...

/var/rt/html/Elements/MyRequests - not actually my requests, actually 
"newest unowned tickets" element
/var/rt/html/SelfService/Elements/MyRequests - the actual element for 
listing my requests

Perhaps the RT team can change the name of the former to avoid 
confusion?  RT 3.4.5 here, not sure if this is fixed in 3.5.

In any event, I simply copied SelfService/Elements/MyRequests to 
Elements/MyOwnRequests, added a call to MyOwnRequests in index.html, and 
it seems to work pretty well.  Thanks!

Ruslan Zakirov wrote:
> There is extension on the wiki that allow you to put Saved Searches onthe main page for RT-3.4, but in 3.5 branch this functionality is incore and you can build query "Tickets CurrentUser Requested".Also it's easy to copy component that builds "Tickets I own" box andchange it to "Tickets I requested" without applying extension orupgrading.
> On 3/13/06, Fran Fabrizio <fran at cis.uab.edu> wrote:>> Our unprivileged users find the "Tickets I Requested" web interface> quite useful, however, privileged users don't get that same view.  Is> there a way to add that "widget" onto the Home page for privileged users> too?  We have several users who are privileged because they manage one> queue but who are essentially unprivileged users for all the other queues.>> I've been poking around the wiki docs but haven't seen anything that> looks like what I am looking for.>> Thanks!>> --> Fran Fabrizio> Senior Systems Analyst> Department of Computer and Information Sciences> University of Alabama at Birmingham> http://www.cis.uab.edu/> 205.934.0653>> _______________________________________________> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users>> Community help: http://wiki.bestpractical.com> Commercial support: sales at bestpractical.com>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.> Buy a co
>  py at http://rtbook.bestpractical.com>>> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html>
>
> --Best regards, Ruslan.
>
>   


-- 
Fran Fabrizio
Senior Systems Analyst
Department of Computer and Information Sciences
University of Alabama at Birmingham
http://www.cis.uab.edu/
205.934.0653




From dave at evolvetech.com  Wed Mar 15 17:40:38 2006
From: dave at evolvetech.com (Dave Sobel)
Date: Wed, 15 Mar 2006 17:40:38 -0500
Subject: [rt-users] Converter issue on convert from RT2 to RT3
Message-ID: <9797875C-115C-4CD5-B8C4-2E3F8A3B00D8@evolvetech.com>

I'm working with the converter tool to migrate data from RT2 to RT3.   
We're finally getting off our old RT2 system, and trying to get  
things rolling on RT3.

The two machines are actually two different systems.  I assume this  
shouldn't be a problem, as I just run the RT2-to-dumpfile on the old  
machine, and the dumpfile-to-RT3 on the new one.

Using the instructions in the README, I have the rt2-to-dumpfile  
piece setup.  It starts to run, but I get this:

Can't write to '!!RT_LOG_PATH!!/rt.log.4925.0': No such file or  
directory at /usr/share/perl5/Log/Dispatch/File.pm line 69.

Questions:

1. The fact that the data lives on two different machines shouldn't  
be a problem,  right?

2. What's causing the error I'm seeing, and how do I diagnose?

Thanks!

Dave


From jamesd at jml.net  Thu Mar 16 08:14:42 2006
From: jamesd at jml.net (James Davis)
Date: Thu, 16 Mar 2006 13:14:42 +0000
Subject: [rt-users] Segmentation fault during rt-setup-database
Message-ID: <441964C2.4090508@jml.net>

I'm having problems installing the RT 3.4 packages supplied by Debian.
I've edited my config file and setup a database user and now running the
rt-setup-database script to setup the MySQL database. The script seg
faults before completing, any ideas? The output of the setup-database
script is as follows.

Regards,

James

In order to create or update your RT database,this script needs to
connect to your mysql instance on localhost as rtuser.
Please specify that user's database password below. If the user has no
database
password, just press return.

Password:
Now creating a database for RT.
Creating mysql database rtdb.
Now populating database schema.
Creating database schema.
Done setting up database schema.
Now inserting database ACLs
Done setting up database ACLs.
Now inserting RT core system objects
Checking for existing system user...not found.  This appears to be a new
installation.
Creating system user...done.
Now inserting RT data
Segmentation fault


-- 
http://www.freecharity.org.uk/ - Free hosting for charities
http://jamesd.ukgeeks.co.uk/


From jamesd at jml.net  Thu Mar 16 08:49:38 2006
From: jamesd at jml.net (James Davis)
Date: Thu, 16 Mar 2006 13:49:38 +0000
Subject: [rt-users] Segmentation fault during rt-setup-database
In-Reply-To: <441964C2.4090508@jml.net>
References: <441964C2.4090508@jml.net>
Message-ID: <44196CF2.3060007@jml.net>

Please ignore my e-mail, I reduced the load on the server for a few
minutes and the script ran without problems.

James

-- 
http://www.freecharity.org.uk/ - Free hosting for charities
http://jamesd.ukgeeks.co.uk/


From n.marjoram at adastral.ucl.ac.uk  Thu Mar 16 09:25:58 2006
From: n.marjoram at adastral.ucl.ac.uk (Neil Marjoram)
Date: Thu, 16 Mar 2006 14:25:58 +0000
Subject: [rt-users] RT could not load a valid user,
 and RT's configuration does not allow
 for the creation of a new user for your email.
Message-ID: <44197576.2010104@adastral.ucl.ac.uk>

I need to allow external users to send requests to the general queue, I 
have granted createticket, but they are still denied and I get this 
message in the log :

RT could not load a valid user, and RT's configuration does not allow 
for the creation of a new user for your email.

Can someone point me in the direction of the setting that will allow me 
to create a new user for the email.

I have searched the Wiki and found nothing.

Many thanks,

Neil.

-- 
Neil Marjoram
Systems Manager
Adastral Park Campus
University College London
Ross Building
Adastral Park
Martlesham Heath
Ipswich - Suffolk
IP5 3RE

Tel: 01473 663711
Fax: 01473 635199


Reclaim Your Inbox!
http://www.mozilla.org/products/thunderbird



From jesse at bestpractical.com  Thu Mar 16 09:27:42 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 16 Mar 2006 09:27:42 -0500
Subject: [rt-users] RT could not load a valid user,
	and RT's configuration does not allow for the creation of a new user
	for your email.
In-Reply-To: <44197576.2010104@adastral.ucl.ac.uk>
References: <44197576.2010104@adastral.ucl.ac.uk>
Message-ID: <20060316142741.GO15068@bestpractical.com>




On Thu, Mar 16, 2006 at 02:25:58PM +0000, Neil Marjoram wrote:
> I need to allow external users to send requests to the general queue, I 
> have granted createticket, but they are still denied and I get this 
> message in the log :

Whom have you granted that right to?


From rt at athanasoulis.net  Thu Mar 16 09:28:13 2006
From: rt at athanasoulis.net (Marcos Athanasoulis)
Date: Thu, 16 Mar 2006 09:28:13 -0500
Subject: [rt-users] notify admincc on create problem
In-Reply-To: <44187E88.6010102@lbl.gov>
References: <3b910dda0603141924v413c192ai6b74e38fe4e366fa@mail.gmail.com>
	<4418594E.3020801@lbl.gov>
	<3b910dda0603151025q4d878ff2j51047c6ad9502455@mail.gmail.com>
	<44187E88.6010102@lbl.gov>
Message-ID: <3b910dda0603160628j5b47f893n5880aaacdd285d9e@mail.gmail.com>

I added "ShowOutgoingMail" privilege for "Everyone" and still no
notification send to admincc's on create.

Can anyone point me to directions on how I can turn on logging to a file so
I can try to get to the bottom of this?

Thanks,

Marcos


On 3/15/06, Ken Crocker <KFCrocker at lbl.gov> wrote:
>
> Marcos,
>
>     Then I would check the "SeeOutgoingMail" provoledge on an "Everyone"
> basis and make sure you've got some AdminCc's to receive the e_mails. Other
> than that, unless I'm looking at your configuration, it' shard to advise.
>
> Kenn
>
>
> Marcos Athanasoulis wrote:
>
> Thanks -- the problem, however, is not that I don't want the scrip -- I do
> -- it just doesn't work... I actually do want it globally and it is set-up
> globally -- but no admincc notify goes out.
>
> Not sure if this attachment will get through to the list -- but I have
> attached a jpg of the screen showing that the global scrip "notify admincc
> on create using template transaction" is in place.  But the ticket history
> never reports an email being sent to the admincc on create -- only on reply
> or comment.
>
> Thanks for anyone's thoughts or guidance on this or on how I can trace/log
> what might be happening.
>
> Marcos
>
>
>
> On 3/15/06, Ken Crocker <KFCrocker at lbl.gov> wrote:
> >
> > Marcos,
> >
> >    You do not have to use the global scrips, if there are some you do
> > not want. Simply turn off all the global ones and create what you need
> > for each Queue that you want E_mail on. Set up the priviledge
> > "SeeOutgoingMail" for those admincc'c and then create a scrip triggered
> > by the 'oncreate' action.
> >
> > Kenn
> >
> > Marcos Athanasoulis wrote:
> >
> > >Hello,
> > >
> > >I helped install RT for a non-profit that I advise and everything
> > >works great -- except that no admincc notice goes out on ticket
> > >creation.  I have a stock install with a few users and the permissions
> > >all set up with the default recommendations.  The admincc works on
> > >correspondence and comments -- just not on create.  It is not that it
> > >is not received -- it is not shown in the ticket as even being sent
> > >out -- only the autoreply is listed. And I am testing with a different
> > >email than the one set to receive the admincc -- so it is not that it
> > >is just not sending info to the person who did the update. So two
> > >questions:
> > >
> > >1. Any ideas what might be going on?
> > >
> > >2. How can I turn on debugging level logging?  I put the lines to log
> > >to a file with level debug in my RT_SiteConfig.pm -- but they don't
> > >seem to be taking effect. Do I somehow need to tell RT to re-read the
> > >file?  (tried restarting apache on a lark -- no change)
> > >
> > >This is freebsd with RT 3.4 -- though again absolutely everything else
> > >works, notifying, incoming email etc.
> > >
> > >Thanks!
> > >
> > >Marcos
> > >_______________________________________________
> > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > >
> > >Community help: http://wiki.bestpractical.com
> > >Commercial support: sales at bestpractical.com
> > >
> > >
> > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > >Buy a copy at http://rtbook.bestpractical.com
> > >
> > >
> > >We're hiring! Come hack Perl for Best Practical:
> > http://bestpractical.com/about/jobs.html
> > >
> > >
> > >
> >
>
>
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From ugob at camo-route.com  Thu Mar 16 09:35:51 2006
From: ugob at camo-route.com (Ugo Bellavance)
Date: Thu, 16 Mar 2006 09:35:51 -0500
Subject: [rt-users] Re: New user of RT: a few questions
In-Reply-To: <m3r755m38g.fsf@montgomery.ovitas.no>
References: <dv6ncc$49h$1@sea.gmane.org> <m3r755m38g.fsf@montgomery.ovitas.no>
Message-ID: <dvbt48$150$1@sea.gmane.org>

Espen Wiborg wrote:
> Ugo Bellavance <ugob at camo-route.com> writes:
>> Question 3: I'd like to receive by e-mail a notification when a new
>> ticket is created, so that I don't have to always have the web
>> interface open to know there is a new request.  How do I do that?
>> With scrips?
> 
> Either by adding a global script to notify you on ticket creation, or
> by adding yourself as AdminCC for each queue (I think the "Notify
> AdminCCs on creation" scrip is part of the default installation).
> 

I have only one queue for now, and I added my user to the AdminCC for 
this queue.  I created a ticket via e-mail and my user didn't get an e-mail.

I went to the queue right settings and figured out my user, although 
superuser in the system, had no rights in this queue...

Does it have anything to do?

If I'm the only one managing RT, what kind of rights should I give my user?

Thanks,



From ugob at camo-route.com  Thu Mar 16 09:38:58 2006
From: ugob at camo-route.com (Ugo Bellavance)
Date: Thu, 16 Mar 2006 09:38:58 -0500
Subject: [rt-users] Re: New user of RT: a few questions
In-Reply-To: <2B7B7880538AA440B5FBCE7A56E8CB4516EB70@TF-FS2.internal.techfluent.com>
References: <2B7B7880538AA440B5FBCE7A56E8CB4516EB70@TF-FS2.internal.techfluent.com>
Message-ID: <dvbta2$150$2@sea.gmane.org>

Duncan Shannon wrote:
>> Not really... I also wanted to know if it was a good idea to have one
>> queue for every client (I don't mind creating the aliases), so that
> they
>> each have a specific e-mail address (client-support at domain.com)
> instead
>> of a generic one (support at domain.com).
> 
> 
> In our setup... "big" customers get their own queue's... and everyone
> else is lumped into one queue.

Ok, I'd like one customer specifically to have its own queue to have a 
different subject in the auto-replies, because I'm an outsourcer for one 
of my client.  Basically, I work for client A.  Client B is Client A's 
Client.  Client A pays me to work for Client B.  So I'd like to have 
"Client A in all the auto-replies, when Client A or Client B creates a 
new request in RT."

Is it possible?

> 
> When we break out customers to have their own queue, they get a Helpdesk
> and a Projects. 
> 
> Breaking them out is helpful in terms of granting permissions to clients
> to see their tix etc.
> 
> duncan
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 
> 
> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
> 



From praja at vinciti.com  Thu Mar 16 09:34:50 2006
From: praja at vinciti.com (Parani R)
Date: Thu, 16 Mar 2006 20:04:50 +0530
Subject: [rt-users] Multiple instance of RT with single instance of Apache
Message-ID: <4419778A.6030700@vinciti.com>

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From n.marjoram at adastral.ucl.ac.uk  Thu Mar 16 09:36:23 2006
From: n.marjoram at adastral.ucl.ac.uk (Neil Marjoram)
Date: Thu, 16 Mar 2006 14:36:23 +0000
Subject: [rt-users] RT could not load a valid user, and RT's configuration
	does not allow for the creation of a new user for your email.
In-Reply-To: <20060316142741.GO15068@bestpractical.com>
References: <44197576.2010104@adastral.ucl.ac.uk>
	<20060316142741.GO15068@bestpractical.com>
Message-ID: <441977E7.8030006@adastral.ucl.ac.uk>

Jesse,

Sorry, should have said, I granted the right to group 'everyone' on the 
General queue.

Many thanks,

Neil.



Jesse Vincent wrote:

>
>On Thu, Mar 16, 2006 at 02:25:58PM +0000, Neil Marjoram wrote:
>  
>
>>I need to allow external users to send requests to the general queue, I 
>>have granted createticket, but they are still denied and I get this 
>>message in the log :
>>    
>>
>
>Whom have you granted that right to?
>  
>

-- 
Neil Marjoram
Systems Manager
Adastral Park Campus
University College London
Ross Building
Adastral Park
Martlesham Heath
Ipswich - Suffolk
IP5 3RE

Tel: 01473 663711
Fax: 01473 635199


Reclaim Your Inbox!
http://www.mozilla.org/products/thunderbird



From jesse at bestpractical.com  Thu Mar 16 09:56:56 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 16 Mar 2006 09:56:56 -0500
Subject: [rt-users] Multiple instance of RT with single instance of Apache
In-Reply-To: <4419778A.6030700@vinciti.com>
References: <4419778A.6030700@vinciti.com>
Message-ID: <20060316145656.GT15068@bestpractical.com>




On Thu, Mar 16, 2006 at 08:04:50PM +0530, Parani R wrote:
> Dear all,
> 
> I have a requirement to run 2 instances of rt in a single machine with 2
> different databases but with single Apache instance having 2 virtual host. I
> have some clarification needed for these :
> 1. Whether this setup can be done?

Yes, using FastCGI


From jesse at bestpractical.com  Thu Mar 16 10:03:28 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 16 Mar 2006 10:03:28 -0500
Subject: [rt-users] RT could not load a valid user,
	and RT's configuration does not allow for the creation of a new user
	for your email.
In-Reply-To: <441977E7.8030006@adastral.ucl.ac.uk>
References: <44197576.2010104@adastral.ucl.ac.uk>
	<20060316142741.GO15068@bestpractical.com>
	<441977E7.8030006@adastral.ucl.ac.uk>
Message-ID: <20060316150328.GU15068@bestpractical.com>




On Thu, Mar 16, 2006 at 02:36:23PM +0000, Neil Marjoram wrote:
> Jesse,
> 
> Sorry, should have said, I granted the right to group 'everyone' on the 
> General queue.

Hm. For kicks, try granting it to Unprivileged users?


> Many thanks,
> 
> Neil.
> 
> 
> 
> Jesse Vincent wrote:
> 
> >
> >On Thu, Mar 16, 2006 at 02:25:58PM +0000, Neil Marjoram wrote:
> > 
> >
> >>I need to allow external users to send requests to the general queue, I 
> >>have granted createticket, but they are still denied and I get this 
> >>message in the log :
> >>   
> >>
> >
> >Whom have you granted that right to?
> > 
> >
> 
> -- 
> Neil Marjoram
> Systems Manager
> Adastral Park Campus
> University College London
> Ross Building
> Adastral Park
> Martlesham Heath
> Ipswich - Suffolk
> IP5 3RE
> 
> Tel: 01473 663711
> Fax: 01473 635199
> 
> 
> Reclaim Your Inbox!
> http://www.mozilla.org/products/thunderbird
> 

-- 


From sturner at MIT.EDU  Thu Mar 16 10:03:58 2006
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 16 Mar 2006 10:03:58 -0500
Subject: [rt-users] notify admincc on create problem
In-Reply-To: <3b910dda0603160628j5b47f893n5880aaacdd285d9e@mail.gmail.co
 m>
References: <3b910dda0603141924v413c192ai6b74e38fe4e366fa@mail.gmail.com>
	<4418594E.3020801@lbl.gov>
	<3b910dda0603151025q4d878ff2j51047c6ad9502455@mail.gmail.com>
	<44187E88.6010102@lbl.gov>
	<3b910dda0603160628j5b47f893n5880aaacdd285d9e@mail.gmail.com>
Message-ID: <6.2.3.4.2.20060316100108.03276f68@po14.mit.edu>

At Thursday 3/16/2006 09:28 AM, Marcos Athanasoulis wrote:
>I added "ShowOutgoingMail" privilege for "Everyone" and still no 
>notification send to admincc's on create.
>
>Can anyone point me to directions on how I can turn on logging to a 
>file so I can try to get to the bottom of this?
>
>Thanks,
>
>Marcos

Marcos,

Is the Admincc who you expect to receive email the same person as the 
one creating the ticket? If so, the NotifyActor config variable may 
be suppressing the email.

If you turn on debug-level logging in the config file, you should see 
messages in the RT log file concerning which scripts it is running 
and whether or not it finds email recipients for each scrip.

Steve



From praja at vinciti.com  Thu Mar 16 09:57:37 2006
From: praja at vinciti.com (Parani R)
Date: Thu, 16 Mar 2006 20:27:37 +0530
Subject: [rt-users] Multiple instance of RT with single instance of Apache
In-Reply-To: <20060316145656.GT15068@bestpractical.com>
References: <4419778A.6030700@vinciti.com>
	<20060316145656.GT15068@bestpractical.com>
Message-ID: <44197CE1.8070007@vinciti.com>

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From n.marjoram at adastral.ucl.ac.uk  Thu Mar 16 10:09:03 2006
From: n.marjoram at adastral.ucl.ac.uk (Neil Marjoram)
Date: Thu, 16 Mar 2006 15:09:03 +0000
Subject: [rt-users] RT could not load a valid user, and RT's configuration
	does not allow for the creation of a new user for your email.
In-Reply-To: <20060316150328.GU15068@bestpractical.com>
References: <44197576.2010104@adastral.ucl.ac.uk>
	<20060316142741.GO15068@bestpractical.com>
	<441977E7.8030006@adastral.ucl.ac.uk>
	<20060316150328.GU15068@bestpractical.com>
Message-ID: <44197F8F.3090009@adastral.ucl.ac.uk>

Jesse,

No difference, I then added all rights to Everyone and Unprivileged just 
to see, but no difference.

Many thanks,

Neil.

Jesse Vincent wrote:

>
>On Thu, Mar 16, 2006 at 02:36:23PM +0000, Neil Marjoram wrote:
>  
>
>>Jesse,
>>
>>Sorry, should have said, I granted the right to group 'everyone' on the 
>>General queue.
>>    
>>
>
>Hm. For kicks, try granting it to Unprivileged users?
>
>
>  
>
>>Many thanks,
>>
>>Neil.
>>
>>
>>
>>Jesse Vincent wrote:
>>
>>    
>>
>>>On Thu, Mar 16, 2006 at 02:25:58PM +0000, Neil Marjoram wrote:
>>>
>>>
>>>      
>>>
>>>>I need to allow external users to send requests to the general queue, I 
>>>>have granted createticket, but they are still denied and I get this 
>>>>message in the log :
>>>>  
>>>>
>>>>        
>>>>
>>>Whom have you granted that right to?
>>>
>>>
>>>      
>>>
>>-- 
>>Neil Marjoram
>>Systems Manager
>>Adastral Park Campus
>>University College London
>>Ross Building
>>Adastral Park
>>Martlesham Heath
>>Ipswich - Suffolk
>>IP5 3RE
>>
>>Tel: 01473 663711
>>Fax: 01473 635199
>>
>>
>>Reclaim Your Inbox!
>>http://www.mozilla.org/products/thunderbird
>>
>>    
>>
>
>  
>

-- 
Neil Marjoram
Systems Manager
Adastral Park Campus
University College London
Ross Building
Adastral Park
Martlesham Heath
Ipswich - Suffolk
IP5 3RE

Tel: 01473 663711
Fax: 01473 635199


Reclaim Your Inbox!
http://www.mozilla.org/products/thunderbird



From rt at athanasoulis.net  Thu Mar 16 10:17:15 2006
From: rt at athanasoulis.net (Marcos Athanasoulis)
Date: Thu, 16 Mar 2006 10:17:15 -0500
Subject: Fwd: [rt-users] notify admincc on create problem
In-Reply-To: <mailman.419.1142522153.2468.rt-users@lists.bestpractical.com>
References: <mailman.419.1142522153.2468.rt-users@lists.bestpractical.com>
Message-ID: <3b910dda0603160717u1a95fc1dwb0a93875c6637bb3@mail.gmail.com>

 On 3/16/06, Stephen Turner <sturner at mit.edu> wrote:


> Marcos,
>
> Is the Admincc who you expect to receive email the same person as the
> one creating the ticket? If so, the NotifyActor config variable may
> be suppressing the email.
>
> If you turn on debug-level logging in the config file, you should see
> messages in the RT log file concerning which scripts it is running
> and whether or not it finds email recipients for each scrip.
>
> Steve
>
> No -- I am sending the request from a different email address than the
person who is the admincc.

I did turn on logging in the config file -- but nothing is being written to
the log.  Do I need to tell RT to re-read the config file somehow?

Thanks,

Marcos
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From sturner at MIT.EDU  Thu Mar 16 10:34:13 2006
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 16 Mar 2006 10:34:13 -0500
Subject: Fwd: [rt-users] notify admincc on create problem
In-Reply-To: <3b910dda0603160717u1a95fc1dwb0a93875c6637bb3@mail.gmail.co
 m>
References: <mailman.419.1142522153.2468.rt-users@lists.bestpractical.com>
	<3b910dda0603160717u1a95fc1dwb0a93875c6637bb3@mail.gmail.com>
Message-ID: <6.2.3.4.2.20060316103205.03288cc0@po14.mit.edu>

At Thursday 3/16/2006 10:17 AM, Marcos Athanasoulis wrote:
>On 3/16/06, Stephen Turner <<mailto:sturner at mit.edu>sturner at mit.edu> wrote:
>
>
>I did turn on logging in the config file -- but nothing is being 
>written to the log.  Do I need to tell RT to re-read the config file somehow?
>
>Thanks,
>
>Marcos

Yes - just by stopping and then starting the web server.

One more thing to check - did you create or change the template that 
this is scrip is using? Invalid syntax in the template would cause 
the mail not to be sent. But you should see an error in the log for that.

Good luck,
Steve 



From rt at athanasoulis.net  Thu Mar 16 10:36:37 2006
From: rt at athanasoulis.net (Marcos Athanasoulis)
Date: Thu, 16 Mar 2006 10:36:37 -0500
Subject: Fwd: [rt-users] notify admincc on create problem
In-Reply-To: <6.2.3.4.2.20060316103205.03288cc0@po14.mit.edu>
References: <mailman.419.1142522153.2468.rt-users@lists.bestpractical.com>
	<3b910dda0603160717u1a95fc1dwb0a93875c6637bb3@mail.gmail.com>
	<6.2.3.4.2.20060316103205.03288cc0@po14.mit.edu>
Message-ID: <3b910dda0603160736w5cc2370ci8ad1b6a8c802a38f@mail.gmail.com>

 On 3/16/06, Stephen Turner <sturner at mit.edu> wrote:


> Yes - just by stopping and then starting the web server.
>
> One more thing to check - did you create or change the template that
> this is scrip is using? Invalid syntax in the template would cause
> the mail not to be sent. But you should see an error in the log for that.
>
> Good luck,
> Steve
>
>

Thanks -- I'll get logging going and then see what I find.  No I have not
changed any of the templates (yet).

-Marcos
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From dshannon at techfluent.com  Thu Mar 16 11:02:42 2006
From: dshannon at techfluent.com (Duncan Shannon)
Date: Thu, 16 Mar 2006 10:02:42 -0600
Subject: [rt-users] Multiple instance of RT with single instance of Apache
Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB4509CA62@TF-FS2.internal.techfluent.com>


>It can't be done using Apache?
>
>Parani Raja R 
 

Hi Parani-

Don't take this the wrong way... but:

1. it will go a long way if you search for your answers a bit before
asking them on the list. (seach google, find the mailing lists for RT,
the wiki etc). 

2. He did say "Yes" and then the "FastCGI" was a hint at how to do it. A
quick google of FastCGI and RT will give you everything you need prob. 

3. There is also a wiki... this is prob. Considered a FAQ.  -
http://wiki.bestpractical.com/index.cgi?MultipleInstances

4. lastly, generally speaking posting to mailing lists in HTML Format is
frowned upon so I'd try and keep it plain text if you can.

Good luck, let us know how we can help (please ask good questions if you
want good answers!)

duncan


From TSumner at tmwsystems.com  Thu Mar 16 11:20:19 2006
From: TSumner at tmwsystems.com (Sumner, Todd)
Date: Thu, 16 Mar 2006 11:20:19 -0500
Subject: [rt-users] Show 'stalled' on AtAGlance priority list?
Message-ID: <DB106B1B5B8F734B8FF3E155A3A556C202E987C9@clemail1.tmwsystems.com>

Greetings,
 
RT 3.4.5 on CentOS 4.2
 
On the At A Glance Page, for both lists of unowned and owned tickets, I
would like to have tickets with the status of 'stalled' also be listed
(currently just new & open). 
 
Can anyone advise on how I can adjust this?
 
Thanks in advance.
Todd
 
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From cto at lanusa.com  Thu Mar 16 11:58:46 2006
From: cto at lanusa.com (Michael Erana)
Date: Thu, 16 Mar 2006 11:58:46 -0500
Subject: [rt-users] Multiple instance of RT with single instance of Apache
Message-ID: <FF4FA4421218954E9B0ACC1D01883FFB79202D@pcn-exch1.pcn.local>

FastCGI can be run from within apache... See:
 
http://wiki.bestpractical.com/index.cgi?FastCGI
 
http://wiki.bestpractical.com/index.cgi?FastCGIConfiguration
 
http://wiki.bestpractical.com/index.cgi?FastCGIFAQ

Michael Era?a, CISSP
CTO
PC Network, Inc.          


 


________________________________

	From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Parani R
	Sent: Thursday, March 16, 2006 9:58 AM
	To: Jesse Vincent
	Cc: rt-users at lists.bestpractical.com; parani.raja at vinciti.com
	Subject: Re: [rt-users] Multiple instance of RT with single instance of Apache
	
	
	It can't be done using Apache?
	

	
	

	Parani Raja R 
	
	

	
	
	

	
	
	



	Jesse Vincent wrote: 

		
		On Thu, Mar 16, 2006 at 08:04:50PM +0530, Parani R wrote:
		  

			Dear all,
			
			I have a requirement to run 2 instances of rt in a single machine with 2
			different databases but with single Apache instance having 2 virtual host. I
			have some clarification needed for these :
			1. Whether this setup can be done?
			    

		
		Yes, using FastCGI
		
		  

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From KFCrocker at lbl.gov  Thu Mar 16 12:55:01 2006
From: KFCrocker at lbl.gov (Ken Crocker)
Date: Thu, 16 Mar 2006 09:55:01 -0800
Subject: [rt-users] notify admincc on create problem
In-Reply-To: <3b910dda0603160715x76f288e2xc7d1426d899b72f9@mail.gmail.com>
References: <3b910dda0603141924v413c192ai6b74e38fe4e366fa@mail.gmail.com>
	<4418594E.3020801@lbl.gov>
	<3b910dda0603151025q4d878ff2j51047c6ad9502455@mail.gmail.com>
	<44187E88.6010102@lbl.gov>
	<3b910dda0603160628j5b47f893n5880aaacdd285d9e@mail.gmail.com>
	<6.2.3.4.2.20060316100108.03276f68@po14.mit.edu>
	<3b910dda0603160715x76f288e2xc7d1426d899b72f9@mail.gmail.com>
Message-ID: <4419A675.4070208@lbl.gov>

Marcos,

    Does your log show that the e_mail is going out at all? maybe the 
e_mail address is not set up right.

Kenn

Marcos Athanasoulis wrote:

> On 3/16/06, *Stephen Turner* <sturner at mit.edu 
> <mailto:sturner at mit.edu>> wrote:
>
>     Marcos,
>
>     Is the Admincc who you expect to receive email the same person as the
>     one creating the ticket? If so, the NotifyActor config variable may
>     be suppressing the email.
>
>     If you turn on debug-level logging in the config file, you should see
>     messages in the RT log file concerning which scripts it is running
>     and whether or not it finds email recipients for each scrip.
>
>     Steve
>
> No -- I am sending the request from a different email address than the 
> person who is the admincc.
>  
> I did turn on logging in the config file -- but nothing is being 
> written to the log.  Do I need to tell RT to re-read the config file 
> somehow?
>  
> Thanks,
>  
> Marcos
>
>  
>
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From mfinn at nbutexas.com  Thu Mar 16 13:10:36 2006
From: mfinn at nbutexas.com (Michael Finn)
Date: Thu, 16 Mar 2006 12:10:36 -0600
Subject: [rt-users] Show 'stalled' on AtAGlance priority list?
Message-ID: <E78D127B0AD8EC449ED416A5F8EE24C23AF9@nbutexas.com>

I'm using Fedora, but should be the same...
 
Copied <rt3>/share/html/Elements/MyTickets to
<rt3>/local/html/Elements/MyTickets, then edited the new MyTickets:
 
my $Query = " Owner = '".$session{'CurrentUser'}->Id."' AND ( Status =
'new' OR Status = 'open')";
 
became:
my $Query = " Owner = '".$session{'CurrentUser'}->Id."' AND ( Status =
'new' OR Status = 'open' OR Status = 'stalled')";
 
I also modified it so that "Due Date" (actually, DueRelative) is
displayed rather than "Priority" (which we don't use).  Just a matter of
replacing Priority with DueRelative, and using "OrderBy => 'Due'" and
"Order => 'ASC'" instead of 'DESC' in the same file.
 
Cheers,
Mike

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Sumner,
Todd
Sent: Thursday, March 16, 2006 10:20 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Show 'stalled' on AtAGlance priority list?


Greetings,
 
RT 3.4.5 on CentOS 4.2
 
On the At A Glance Page, for both lists of unowned and owned tickets, I
would like to have tickets with the status of 'stalled' also be listed
(currently just new & open). 
 
Can anyone advise on how I can adjust this?
 
Thanks in advance.
Todd
 
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From mfinn at nbutexas.com  Thu Mar 16 13:14:06 2006
From: mfinn at nbutexas.com (Michael Finn)
Date: Thu, 16 Mar 2006 12:14:06 -0600
Subject: [rt-users] Show 'stalled' on AtAGlance priority list?
Message-ID: <E78D127B0AD8EC449ED416A5F8EE24C23AFA@nbutexas.com>

Oops.  You have to do the same for <rt3>/share/html/Elements/MyRequests
-> <rt3>/local/html/Elements/MyRequests as well, to get the unowned list
changed.
 
Cheers!

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Michael
Finn
Sent: Thursday, March 16, 2006 12:11 PM
To: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Show 'stalled' on AtAGlance priority list?


I'm using Fedora, but should be the same...
 
Copied <rt3>/share/html/Elements/MyTickets to
<rt3>/local/html/Elements/MyTickets, then edited the new MyTickets:
 
my $Query = " Owner = '".$session{'CurrentUser'}->Id."' AND ( Status =
'new' OR Status = 'open')";
 
became:
my $Query = " Owner = '".$session{'CurrentUser'}->Id."' AND ( Status =
'new' OR Status = 'open' OR Status = 'stalled')";
 
I also modified it so that "Due Date" (actually, DueRelative) is
displayed rather than "Priority" (which we don't use).  Just a matter of
replacing Priority with DueRelative, and using "OrderBy => 'Due'" and
"Order => 'ASC'" instead of 'DESC' in the same file.
 
Cheers,
Mike

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Sumner,
Todd
Sent: Thursday, March 16, 2006 10:20 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Show 'stalled' on AtAGlance priority list?


Greetings,
 
RT 3.4.5 on CentOS 4.2
 
On the At A Glance Page, for both lists of unowned and owned tickets, I
would like to have tickets with the status of 'stalled' also be listed
(currently just new & open). 
 
Can anyone advise on how I can adjust this?
 
Thanks in advance.
Todd
 
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From rob at myinternetplace.net  Thu Mar 16 13:39:41 2006
From: rob at myinternetplace.net (Rob Walker)
Date: Thu, 16 Mar 2006 10:39:41 -0800
Subject: [rt-users] Can't find file: 'Users'
Message-ID: <200603161039.42376.rob@myinternetplace.net>

I cannot log into RT this morning.

The apache logfile has the following:

DBD::mysql::st execute failed: Can't find file: 'Users' (errno: 2) at /usr/share/perl5/DBIx/SearchBuilder/Handle.
pm line 492.
RT::Handle=HASH(0x987a9d8) couldn't execute the query 'SELECT  * FROM Users WHERE Name = ?' at /usr/share/perl5/D
BIx/SearchBuilder/Handle.pm line 505
        DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x987a9d8)', 'SELECT  * FROM Users WHERE Name =
 ?', 'Nobody') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1218
        DBIx::SearchBuilder::Record::_LoadFromSQL('RT::CurrentUser=HASH(0x99851d4)', 'SELECT  * FROM Users WHERE
Name = ?', 'Nobody') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1133
        DBIx::SearchBuilder::Record::LoadByCols('RT::CurrentUser=HASH(0x99851d4)', 'Name', 'Nobody') called at /u
sr/share/perl5/DBIx/SearchBuilder/Record/Cachable.pm line 137
        DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::CurrentUser=HASH(0x99851d4)', 'Name', 'Nobody') ca
lled at /usr/share/request-tracker3.4/lib/RT/Record.pm line 392
        RT::Record::LoadByCols('RT::CurrentUser=HASH(0x99851d4)', 'Name', 'Nobody') called at /usr/share/perl5/DB
Ix/SearchBuilder/Record.pm line 1078
        DBIx::SearchBuilder::Record::LoadByCol('RT::CurrentUser=HASH(0x99851d4)', 'Name', 'Nobody') called at /us
r/share/request-tracker3.4/lib/RT/CurrentUser.pm line 254
        RT::CurrentUser::LoadByName('RT::CurrentUser=HASH(0x99851d4)', 'Nobody') called at /usr/share/request-tra
cker3.4/lib/RT.pm line 156
        RT::Init() called at /usr/share/request-tracker3.4/libexec/webmux.pl line 120
        RT::Mason::handler('Apache=SCALAR(0x987a540)') called at /dev/null line 0
        eval {...} called at /dev/null line 0


I went to the mysql interface:

mysql> use mysql
Database changed
mysql>

mysql> select * from user;


...

7 rows in set (0.00 sec)
mysql>


mysql> use rt34db
Reading table information for completion of table and column names
You can turn off this feature to get a quicker startup with -A

Database changed
mysql>

mysql> select * from Users;
ERROR 1017 (HY000): Can't find file: 'Users' (errno: 2)
mysql>

Odd, so I went and looked at /var/lib/mysql/* , and found that in the
rt34db directory there is only .frm files, and no .MYD or .MYI files,
as there are in the mysql directory.  (Well, there are 
rt34db/sessions.MY? files, but I figure those were created during my
login attempts.

So, is my dataset hosed?  Do I need to figure out mysql restores?
Do I need to beat someone over the head for not doing regular backups?

Thanks,
Rob


From alexmv at bestpractical.com  Thu Mar 16 14:50:55 2006
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Thu, 16 Mar 2006 14:50:55 -0500
Subject: [rt-users] Can't find file: 'Users'
In-Reply-To: <200603161039.42376.rob@myinternetplace.net>
References: <200603161039.42376.rob@myinternetplace.net>
Message-ID: <1142538655.28099.56.camel@localhost>

On Thu, 2006-03-16 at 10:39 -0800, Rob Walker wrote:
> I cannot log into RT this morning.
> [snip]
> mysql> select * from Users;
> ERROR 1017 (HY000): Can't find file: 'Users' (errno: 2)
Looks like mysql is the one unhappy with you, not RT, yes.

> Odd, so I went and looked at /var/lib/mysql/* , and found that in the
> rt34db directory there is only .frm files, and no .MYD or .MYI files,
> as there are in the mysql directory.
RT uses InnoDB tables, which don't produce .MYD or .MYI files.  Is there
a Users.frm file?

> So, is my dataset hosed?  Do I need to figure out mysql restores?
> Do I need to beat someone over the head for not doing regular backups?
Probably.
 - Alex


From rob at myinternetplace.net  Thu Mar 16 15:17:33 2006
From: rob at myinternetplace.net (Rob Walker)
Date: Thu, 16 Mar 2006 12:17:33 -0800
Subject: [rt-users] Can't find file: 'Users'
In-Reply-To: <200603161039.42376.rob@myinternetplace.net>
References: <200603161039.42376.rob@myinternetplace.net>
Message-ID: <200603161217.33952.rob@myinternetplace.net>

 
On Thursday 16 March 2006 10:39, Rob Walker wrote:
> I cannot log into RT this morning.
> 
> The apache logfile has the following:
> 
> DBD::mysql::st execute failed: Can't find file: 'Users' (errno: 2) at /usr/share/perl5/DBIx/SearchBuilder/Handle.
> pm line 492.

> I went to the mysql interface:

...

I saw Alex' response in the archives, but it hasn't hit my mailbox yet.

Thank you!  I forgot about the innodb vs. not-innodb thing, and
realized that this was the problem.  Our admin "apt-get dist-upgrade"-d
last night, and did not get the old config file copied over.

New file installed, now RT is happy.

Thanks,
Rob


From msnyder at servervault.com  Fri Mar 17 00:22:19 2006
From: msnyder at servervault.com (Mathew Snyder)
Date: Fri, 17 Mar 2006 00:22:19 -0500
Subject: [rt-users] Can't locate object method "new" vi package "RT::Handle"
	at /usr/local/rt3/lib/RT.pm
Message-ID: <441A478B.6050806@servervault.com>

I did a search on the wiki for this and found a page specific to it at
http://wiki.bestpractical.com/index.cgi?CantLocateObject.  The problem
is, this doesn't solve any problems for me.

The specific error points to line 174 in RT.pm.  This states:
$Handle = RT::Handle->new();

Ok.  So I look at Handle.pm.  Turns out there is no 'new' function.
This makes me ask two questions.  1: if there is no 'new' function, what
is the 'new()' that RT::Handle->new() points to? and 2: is this actually
the problem considering it isn't mentioned in the wiki article above?

I've checked the two solutions provided in the article.  One is to
verify that the DBIx::SearchBuilder module is in the Perl path.  It is.
 The other is to uninstall/reinstall the module.  Did that too.  I also
verified that the file can be reached from the Apache group.

So I don't know what else to look at.  Any suggestions?

--
Mathew Snyder
Systems Administrator
Network+
ServerVault TechOps



From espenhw at ovitas.no  Fri Mar 17 03:41:23 2006
From: espenhw at ovitas.no (Espen Wiborg)
Date: Fri, 17 Mar 2006 09:41:23 +0100
Subject: [rt-users] Re: New user of RT: a few questions
In-Reply-To: <dvbt48$150$1@sea.gmane.org> (Ugo Bellavance's message of "Thu,
	16 Mar 2006 09:35:51 -0500")
References: <dv6ncc$49h$1@sea.gmane.org> <m3r755m38g.fsf@montgomery.ovitas.no>
	<dvbt48$150$1@sea.gmane.org>
Message-ID: <m3ek11v4y4.fsf@montgomery.ovitas.no>

Ugo Bellavance <ugob at camo-route.com> writes:
> I have only one queue for now, and I added my user to the AdminCC for
> this queue.  I created a ticket via e-mail and my user didn't get an
> e-mail.

This is RT's default behavior: it will not notify the actor of
activities on the ticket (i.e., if you create the ticket yourself, you
will not get AdminCC notifications).  This behavior can be altered by
changing the NotifyActor setting (in RT_SiteConfig.pm).

-- 
Espen Wiborg <espenhw at ovitas.no>
Tigers have striped skin, not just striped fur.


From romansteve at gmail.com  Fri Mar 17 06:35:16 2006
From: romansteve at gmail.com (Roman Steven)
Date: Fri, 17 Mar 2006 06:35:16 -0500
Subject: [rt-users] Members of group
Message-ID: <552eaa670603170335n5c7f559dh416b8765ec7268be@mail.gmail.com>

Hi,

Trying to determine if a user is part of a group.  The following works fine
when the user is in the group but fails when not.

my $Name = "GroupName";
my $Groups = new RT::Groups($RT::SystemUser);
$Groups->LimitToUserDefinedGroups();
$Groups->Limit(FIELD => "Name", OPERATOR => "=", VALUE => "$Name");
$ggroups->WithMember(PrincipalId => $session{'CurrentUser'}->id,
Recusively => 0);

my $Groupid = $Groups->First->Id;

The above line is where it fails when user is not part of the group.

Also, not sure if Recusively => 0 is coded properly.

Any suggestions will be appreciated and thanks.

Roman
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From cto at lanusa.com  Fri Mar 17 06:56:37 2006
From: cto at lanusa.com (Michael Erana)
Date: Fri, 17 Mar 2006 06:56:37 -0500
Subject: [rt-users] Re: RT VMWare appliance
Message-ID: <FF4FA4421218954E9B0ACC1D01883FFB7920A0@pcn-exch1.pcn.local>

I just had a "Hey!" thought on this... Why not post it at the VMWare Community site?

http://www.vmware.com/vmtn/appliances/community.html

That was we can leech off of VMWare/EMC's bandwidth...

Michael Era?a, CISSP
CTO
PC Network, Inc.          
eranam at lanusa.com   

 

|=> -----Original Message-----
|=> From: rt-users-bounces at lists.bestpractical.com 
|=> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
|=> Of Brian_Gupta at timeinc.com
|=> Sent: Monday, March 13, 2006 2:20 PM
|=> To: rt-users at lists.bestpractical.com
|=> Subject: [rt-users] Re: RT VMWare appliance
|=> 
|=> -----BEGIN PGP SIGNED MESSAGE-----
|=> Hash: SHA1
|=> 
|=> Give me the torrent details... I'll put it up relatively 
|=> permanently, and forward you the info so you can add it to 
|=> the seed file. (768kbit upstream).
|=> 
|=> (This will be on a personal system, not a Time Inc. system).
|=> 
|=> Brian Gupta
|=> 
|=> -----BEGIN PGP SIGNATURE-----
|=> Version: PGP Desktop 9.0.5 (Build 5050)
|=> 
|=> iQA/AwUBRBXF6qCo3Yt1MVNwEQLt6wCgldNfqdsScE7OyHz7ehcFSI6AexYAoJs8
|=> J/Eg9EMhyW22it/yJnzJBJal
|=> =Ifm5
|=> -----END PGP SIGNATURE-----
|=> 
|=> 


From todd at chaka.net  Fri Mar 17 08:13:40 2006
From: todd at chaka.net (Todd Chapman)
Date: Fri, 17 Mar 2006 08:13:40 -0500
Subject: [rt-users] Members of group
In-Reply-To: <552eaa670603170335n5c7f559dh416b8765ec7268be@mail.gmail.com>
References: <552eaa670603170335n5c7f559dh416b8765ec7268be@mail.gmail.com>
Message-ID: <20060317131340.GE9283@chaka.net>

On Fri, Mar 17, 2006 at 06:35:16AM -0500, Roman Steven wrote:
> Hi,
> 
> Trying to determine if a user is part of a group.  The following works fine
> when the user is in the group but fails when not.
> 
> my $Name = "GroupName";
> my $Groups = new RT::Groups($RT::SystemUser);
> $Groups->LimitToUserDefinedGroups();
> $Groups->Limit(FIELD => "Name", OPERATOR => "=", VALUE => "$Name");
> $ggroups->WithMember(PrincipalId => $session{'CurrentUser'}->id,
> Recusively => 0);
> 
> my $Groupid = $Groups->First->Id;
> 
> The above line is where it fails when user is not part of the group.

my $Group = RT::Group->new( $RT::SystemUser );
$Group->LoadUserDefinedGroup($Name);
my $has_member = $Group->HasMemberRecursively( $session{'CurrentUser'}->PrincipalObj );


From astrachan at inter-systems.com.au  Fri Mar 17 08:08:02 2006
From: astrachan at inter-systems.com.au (Alexander Strachan)
Date: Fri, 17 Mar 2006 23:08:02 +1000
Subject: [rt-users] Re: Using WebRT 3.5.7 - cannot find server - failure on
	creating ticket with New Ticket In form
Message-ID: <1142600882.441ab4b240b62@www.server101.com>




The same error is presented when you 'Take' a ticket from WebRT.

There is no error in 3.5.1, but it does exist in 3.5.2 -> 6pre0.  3.5.2 is the
point at which there is a major change in the WebRT display - much to the
better !





<quote author='Zander Strachan'>
Using an upgraded installation version 3.5.7.  Occurs for all user accounts.

Error:
The page cannot be displayed
The page you are looking for is currently unavailable. The Web site might be
experiencing technical difficulties, or you may need to adjust your browser
settings.

On refresh displays - RT Error - Queue could not be loaded



http.conf for fastcgi module:
LoadModule fastcgi_module modules/mod_fastcgi.so
FastCgiIpcDir /tmp
FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 240
-init-start-delay 30 -processes 8

[root at canopus logs]# tail ssl_error_log ssl_request_log ssl_access_log
==> ssl_error_log <==
 (/opt/rt3/share/html/autohandler:209), referer: https://canopus:20443/
[Tue Mar 14 11:40:42 2006] [error] [client 192.168.201.116] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" stderr: [Tue Mar 14 01:40:42 2006]
[error]: WebRT: Queue could not be loaded. ()
(/opt/rt3/share/html/Elements/Error:76)

==> ssl_request_log <==
[14/Mar/2006:11:46:17 +1000] 192.168.201.116 SSLv3 RC4-MD5 "GET
/NoAuth/css/3.5-default/approvals.css HTTP/1.1" 974
[14/Mar/2006:11:46:17 +1000] 192.168.201.116 SSLv3 RC4-MD5 "GET
/NoAuth/css/3.5-default/forms.css HTTP/1.1" 1520
[14/Mar/2006:11:46:17 +1000] 192.168.201.116 SSLv3 RC4-MD5 "GET
/NoAuth/css/3.5-default/ticket.css HTTP/1.1" 155
[14/Mar/2006:11:46:17 +1000] 192.168.201.116 SSLv3 RC4-MD5 "GET
/NoAuth/css/3.5-default/transactions.css HTTP/1.1" 2484
[14/Mar/2006:11:46:17 +1000] 192.168.201.116 SSLv3 RC4-MD5 "GET
/NoAuth/css/3.5-default/nav.css HTTP/1.1" 2172
[14/Mar/2006:11:46:17 +1000] 192.168.201.116 SSLv3 RC4-MD5 "GET
/NoAuth/css/3.5-default/header.css HTTP/1.1" 2097
[14/Mar/2006:11:46:17 +1000] 192.168.201.116 SSLv3 RC4-MD5 "GET
/NoAuth/css/3.5-default/footer.css HTTP/1.1" 909
[14/Mar/2006:11:46:16 +1000] 192.168.201.116 SSLv3 RC4-MD5 "GET
/NoAuth/css/print.css HTTP/1.1" 444
[14/Mar/2006:11:46:17 +1000] 192.168.201.116 SSLv3 RC4-MD5 "GET
/NoAuth/js/titlebox-state.js HTTP/1.1" 928
[14/Mar/2006:11:46:27 +1000] 192.168.201.116 SSLv3 RC4-MD5 "POST
/Ticket/Create.html HTTP/1.1" -

==> ssl_access_log <==
192.168.201.116 - - [14/Mar/2006:11:46:17 +1000] "GET
/NoAuth/css/3.5-default/approvals.css HTTP/1.1" 200 974
192.168.201.116 - - [14/Mar/2006:11:46:17 +1000] "GET
/NoAuth/css/3.5-default/forms.css HTTP/1.1" 200 1520
192.168.201.116 - - [14/Mar/2006:11:46:17 +1000] "GET
/NoAuth/css/3.5-default/ticket.css HTTP/1.1" 200 155
192.168.201.116 - - [14/Mar/2006:11:46:17 +1000] "GET
/NoAuth/css/3.5-default/transactions.css HTTP/1.1" 200 2484
192.168.201.116 - - [14/Mar/2006:11:46:17 +1000] "GET
/NoAuth/css/3.5-default/nav.css HTTP/1.1" 200 2172
192.168.201.116 - - [14/Mar/2006:11:46:17 +1000] "GET
/NoAuth/css/3.5-default/header.css HTTP/1.1" 200 2097
192.168.201.116 - - [14/Mar/2006:11:46:17 +1000] "GET
/NoAuth/css/3.5-default/footer.css HTTP/1.1" 200 909
192.168.201.116 - - [14/Mar/2006:11:46:16 +1000] "GET /NoAuth/css/print.css
HTTP/1.1" 200 444
192.168.201.116 - - [14/Mar/2006:11:46:17 +1000] "GET
/NoAuth/js/titlebox-state.js HTTP/1.1" 200 928
192.168.201.116 - - [14/Mar/2006:11:46:27 +1000] "POST /Ticket/Create.html
HTTP/1.1" 302 -

OS:
Linux canopus 2.6.9-5.EL #1 Wed Jan 5 19:22:18 EST 2005 i686 i686 i386
GNU/Linux


System Configuration:

Loaded perl modules
Perl v5.8.5 under linux   Apache::Session v1.80;
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 v2.06;  Benchmark v1.06;  bytes v1.01;
Cache::Simple::TimedExpiry v0.23;  Carp v1.03;  CGI v3.05;  CGI::Cookie
v1.24;  CGI::Fast v1.05;  CGI::Util v1.5;  Class::Container v0.12;
Class::Data::Inheritable v0.04;  Class::ReturnValue v0.53;  Clone v0.18;
constant v1.04;  Cwd v2.19;  Data::Dumper v2.121;  DBD::mysql v2.9004;  DBI
v1.40;  DBIx::SearchBuilder v1.38;  DBIx::SearchBuilder::Union v0;
DBIx::SearchBuilder::Unique v0.01;  Devel::StackTrace v1.12;
Devel::StackTraceFrame v0.6;  Digest::base v1.00;  Digest::MD5 v2.33;
DynaLoader v1.05;  Encode v2.01;  Encode::Alias v2.00;  Encode::Config
v2.00;  Encode::Encoding v2.00;  Errno v1.09;  Exception::Class v1.23;
Exception::Class::Base v1.2;  Exporter v5.58;  Exporter::Heavy v5.58;  FCGI
v0.67;  Fcntl v1.05;  File::Basename v2.73;  File::Glob v1.03;  File::Path
v1.06;  File::Spec v3.16;  File::Spec::Unix v1.5;  File::Temp v0.16;
FileHandle v2.01;  HTML::Entities v1.27;  HTML::Mason v1.32;
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 v3.35;  HTML::Scrubber v0.08;  I18N::LangTags v0.33;
I18N::LangTags::Detect v1.03;  integer v1.00;  IO v1.21;  IO::File v1.10;
IO::Handle v1.24;  IO::InnerFile v2.110;  IO::Lines v2.110;  IO::Scalar
v2.110;  IO::ScalarArray v2.110;  IO::Seekable v1.09;  IO::Wrap v2.110;
IO::WrapTie v2.110;  IPC::Open2 v1.01;  IPC::Open3 v1.0106;  lib v0.5565;
List::Util v1.18;  Locale::Maketext v1.09;  Locale::Maketext::Fuzzy v0.02;
Locale::Maketext::Lexicon v0.53;  Locale::Maketext::Lexicon::Gettext v0.14;
Log::Dispatch v2.11;  Log::Dispatch::Base v1.09;  Log::Dispatch::File v1.22;
Log::Dispatch::Output v1.26;  Log::Dispatch::Screen v1.17;  Mail::Address
v1.73;  Mail::Field v1.73;  Mail::Field::AddrList v1.73;  Mail::Header
v1.73;  Mail::Internet v1.73;  MIME::Base64 v3.01;  MIME::Body v5.419;
MIME::Decoder v5.419;  MIME::Entity v5.419;  MIME::Field::ContDisp v5.419;
MIME::Field::ConTraEnc v5.419;  MIME::Field::ContType v5.419;
MIME::Field::ParamVal v5.419;  MIME::Head v5.419;  MIME::Parser v5.419;
MIME::QuotedPrint v3.01;  MIME::Tools v5.419;  MIME::Words v5.419;
Module::Versions::Report v1.02;  overload v1.01;  Params::Validate v0.80;
POSIX v1.08;  re v0.04;  Regexp::Common v2.120;  Regexp::Common::delimited
v2.104;  RT v3.5.7;  RT::Interface::Email v1.02;  Scalar::Util v1.18;
SelectSaver v1.00;  Storable v2.13;  strict v1.03;  Symbol v1.05;
Text::Autoformat v1.13;  Text::Quoted v1.8;  Text::Reform v1.11;  Text::Tabs
v98.112801;  Text::Template v1.44;  Text::WikiFormat v0.77;  Text::Wrapper
v1.000;  Time::HiRes v1.55;  Time::JulianDay v2003.1125;  Time::Local v1.1;
Time::ParseDate v2003.1126;  Time::Timezone v2003.0211;  URI v1.30;
URI::Escape v3.22;  utf8 v1.04;  vars v1.01;  warnings v1.03;
warnings::register v1.00;  XSLoader v0.02;


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::CanonicalizeEmailAddressMatch canopus.inter-systems.com.au$
RT::CanonicalizeEmailAddressReplace inter-systems.com.au
RT::CommentAddress supporttest at inter-systems.com.au
RT::CorrespondAddress supporttest at inter-systems.com.au
RT::DatabaseHost localhost
RT::DatabaseName rt3
RT::DatabasePassword Password not printed
RT::DatabaseRTHost localhost
RT::DatabaseType mysql
RT::DatabaseUser rtadm
RT::DateDayBeforeMonth 1
RT::DefaultSearchResultFormat '<B><A
HREF="/Ticket/Display.html?id=__id__">__id__</a></B>/TITLE:#', '<B><A
HREF="/Ticket/Display.html?id=__id__">__Subject__</a></B>/TITLE:Subject',
Status, QueueName, OwnerName, Priority, '__NEWLINE__', '',
'<small>__Requestors__</small>', '<small>__CreatedRelative__</small>',
'<small>__ToldRelative__</small>', '<small>__LastUpdatedRelative__</small>',
'<small>__TimeLeft__</small>'
RT::DefaultSummaryRows 10
RT::EmailOutputEncoding utf-8
RT::EtcPath /opt/rt3/etc
RT::FriendlyFromLineFormat "%s via RT" <%s>
RT::FriendlyToLineFormat "%s of InterSystems Support 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::LogToFile debug
RT::LogToFileNamed rt.log
RT::LogToScreen error
RT::LogoURL /NoAuth/images/its3.jpg
RT::LoopsToRTOwner 1
RT::MailCommand sendmail
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::MyTicketslength 20
RT::Organization InterSystems
RT::OwnerEmail astrachan at inter-systems.com.au
RT::RTAddressRegexp ^rt\@example.com$
RT::RecordOutgoingEmail 1
RT::RedistributeAutoGeneratedMessages privileged
RT::SITE_CONFIG_FILE /opt/rt3/etc/RT_SiteConfig.pm
RT::SendmailArguments -f supporttest at inter-systems.com.au -oi
RT::SendmailBounceArguments -f "<>"
RT::SendmailPath /usr/sbin/sendmail
RT::Timezone Australia/Queensland
RT::UseFriendlyFromLine 1
RT::VERSION 3.5.7
RT::VarPath /opt/rt3/var
RT::WebBaseURL https://canopus
RT::WebDefaultStylesheet 3.5-default
RT::WebFlushDbCacheEveryRequest 1
RT::WebImagesURL /NoAuth/images/
RT::WebPort 80
RT::WebURL https://canopus/
RT::rtname InterSystems Support

Perl configuration
Summary of my perl5 (revision 5 version 8 subversion 5) configuration:
  Platform:
    osname=linux, osvers=2.6.9-22.18.bz155725.elsmp,
archname=i386-linux-thread-multi
    uname='linux hs20-bc1-4.build.redhat.com 2.6.9-22.18.bz155725.elsmp #1
smp thu nov 17 15:34:08 est 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='3.4.5 20051201 (Red Hat 3.4.5-1)',
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'




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</quote>


From JoopvandeWege at mococo.nl  Fri Mar 17 08:54:50 2006
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Fri, 17 Mar 2006 14:54:50 +0100
Subject: [rt-users] RT VMWare appliance
In-Reply-To: <20060311180028.GY27104@bestpractical.com>
References: <20060311184205.CCE9.JOOPVANDEWEGE@mococo.nl>
	<20060311180028.GY27104@bestpractical.com>
Message-ID: <20060317143956.9F1A.JOOPVANDEWEGE@mococo.nl>


On Sat, 11 Mar 2006 13:00:29 -0500
Jesse Vincent <jesse at bestpractical.com> wrote:

> 
> > You beat me to it. I have a version using Ubuntu Breezy using Oracle XE
> > been testing this week and have more or less the same problem with
> > hosting the VMware file.
> 
> I only beat you because my testing involved "reboot, go visit the login
> page. It compiles! Ship it!"  (This is very much not something we've
> 'productized' at this point ;)

I have been testing my setup and can't get it any smaller then 6Gb
system and 2Gb swap which can be shrunken to about 980Mb.
I have to say that this is a Ubuntu 'Workstation' install which means it
has X installed and probably a whole lot of apps and services which you
don't need. I could find my way around a terminal only installation but
a lot of people can't. So the questions is, is this size acceptable or
should I try to dump as much unneeded stuff as I see fit?
This installation uses Apache 2.0.xx with mod_perl-2.04 and FastCGI,
OracleXE production release, RT-3.4.5, RTFM-2.2RC3, AT-1.2.3rc4 and MySql
4.x is also installed so can potentially used by RT.

Joop

-- 
Joop van de Wege <JoopvandeWege at mococo.nl>



From jjesse at ftpb.com  Fri Mar 17 10:03:04 2006
From: jjesse at ftpb.com (Jonathan Jesse)
Date: Fri, 17 Mar 2006 10:03:04 -0500
Subject: [rt-users] RT VMWare appliance
Message-ID: <A54229E93E23F34CB267F60E2E39D4FD0184C40F@mail1.founderstrust.net>

I would love something like that as I have always built a system to test
things on it.  Maybe we could create it out ubuntu-server or maybe
xubuntu which uses XFCE I think as the window manager

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Joop van
de Wege
Sent: Friday, March 17, 2006 8:55 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT VMWare appliance


On Sat, 11 Mar 2006 13:00:29 -0500
Jesse Vincent <jesse at bestpractical.com> wrote:

> 
> > You beat me to it. I have a version using Ubuntu Breezy using Oracle
XE
> > been testing this week and have more or less the same problem with
> > hosting the VMware file.
> 
> I only beat you because my testing involved "reboot, go visit the
login
> page. It compiles! Ship it!"  (This is very much not something we've
> 'productized' at this point ;)

I have been testing my setup and can't get it any smaller then 6Gb
system and 2Gb swap which can be shrunken to about 980Mb.
I have to say that this is a Ubuntu 'Workstation' install which means it
has X installed and probably a whole lot of apps and services which you
don't need. I could find my way around a terminal only installation but
a lot of people can't. So the questions is, is this size acceptable or
should I try to dump as much unneeded stuff as I see fit?
This installation uses Apache 2.0.xx with mod_perl-2.04 and FastCGI,
OracleXE production release, RT-3.4.5, RTFM-2.2RC3, AT-1.2.3rc4 and
MySql
4.x is also installed so can potentially used by RT.

Joop

-- 
Joop van de Wege <JoopvandeWege at mococo.nl>

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

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


We're hiring! Come hack Perl for Best Practical:
http://bestpractical.com/about/jobs.html


From jesse at bestpractical.com  Fri Mar 17 10:41:52 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 17 Mar 2006 10:41:52 -0500
Subject: [rt-users] RT VMWare appliance
In-Reply-To: <20060317143956.9F1A.JOOPVANDEWEGE@mococo.nl>
References: <20060311184205.CCE9.JOOPVANDEWEGE@mococo.nl>
	<20060311180028.GY27104@bestpractical.com>
	<20060317143956.9F1A.JOOPVANDEWEGE@mococo.nl>
Message-ID: <20060317154151.GA15068@bestpractical.com>




On Fri, Mar 17, 2006 at 02:54:50PM +0100, Joop van de Wege wrote:
> I have been testing my setup and can't get it any smaller then 6Gb
> system and 2Gb swap which can be shrunken to about 980Mb.
> I have to say that this is a Ubuntu 'Workstation' install which means it
> has X installed and probably a whole lot of apps and services which you
> don't need. I could find my way around a terminal only installation but
> a lot of people can't. So the questions is, is this size acceptable or
> should I try to dump as much unneeded stuff as I see fit?

I did my install in ubuntu's "server" mode. I can get a compressed disk
image of about 300 megs. (I'm running behind on getting the announcement
of the torrent site out due to some family stuff.)   Of course, the
bugzilla VMWare image is about 50 megs. We've got a ways to go to keep
up with the Joneses ;)

Jesse



From jesse at bestpractical.com  Fri Mar 17 11:16:44 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 17 Mar 2006 11:16:44 -0500
Subject: [rt-users] Re: RT VMWare appliance
In-Reply-To: <FF4FA4421218954E9B0ACC1D01883FFB7920A0@pcn-exch1.pcn.local>
References: <FF4FA4421218954E9B0ACC1D01883FFB7920A0@pcn-exch1.pcn.local>
Message-ID: <20060317161643.GG15068@bestpractical.com>


On Fri, Mar 17, 2006 at 06:56:37AM -0500, Michael Erana wrote:
> I just had a "Hey!" thought on this... Why not post it at the VMWare Community site?
> 
> http://www.vmware.com/vmtn/appliances/community.html

It sure looks like that's only a directory pointing to others' download
sites.

Jesse


From ostiguy at gmail.com  Fri Mar 17 11:26:32 2006
From: ostiguy at gmail.com (Matt Ostiguy)
Date: Fri, 17 Mar 2006 11:26:32 -0500
Subject: [rt-users] NTLM + ldap overlay problem
Message-ID: <3dc922c30603170826g46c01458w60929469a2628ae6@mail.gmail.com>

Using this configuration method (
http://blank.org/memory/output/rt-ad-sso.html), it seems the NTLM part
works, but nothing gets pulled in via LDAP - the username created is the NT
username, but the email address does not get pulled in. A packet capture of
the LDAP session indicates that the search filter being used is

(&(mail=)(objectclass=user))

Which dooes not generate any results, which is not surprising because that
search filter looks remarkably suspect to me. RT should be searching on the
sAMAccountName (the windows username), but instead appears to be searching
on mail, but without a value. Any ideas?



Here is my relevant siteconfig :

Set($LdapAuthUidAttr,           'sAMAccountName');
Set($LdapAuthFilter,            '(objectClass=user)');
Set($LdapMailBase,              'dc=domain,dc=goeshere,dc=com');
Set($LdapMailFilter,            '(objectClass=user)');
Set($LdapMailScope,             'sub');
Set($LdapMailSearchAttr,        'mail');
%RT::LdapMailResultMap = (
        'sAMAccountName'        => 'Name',
        'mail'                  => 'EmailAddress',
        'cn'                    => 'RealName',
        );




Matt
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From plummer at geneseo.edu  Fri Mar 17 12:55:48 2006
From: plummer at geneseo.edu (Shawn Plummer)
Date: Fri, 17 Mar 2006 12:55:48 -0500
Subject: [rt-users] 3.6.0pre at a glance search page
Message-ID: <3387BC63-3E2B-470E-9954-C0951E066472@geneseo.edu>

I have a few questions about customizing the at a glance search page.

Is there a way to reset the built in searches to their defaults.

Where is the info about a users custom at a glance page stored? where  
are a user's custom searches stored?

I modified the Top N tickets owned by you search area to add  
requester, I did this as a super-user. It now shows up for other  
users of the system but appears to have broken my search because now  
tickets are shown now.

Is this a bug? Has anyone else seen this issue?

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



From jcolson at realm.ination.cc  Fri Mar 17 13:44:24 2006
From: jcolson at realm.ination.cc (Joshua Colson)
Date: Fri, 17 Mar 2006 11:44:24 -0700
Subject: [rt-users] Does "RT Essentials" cover extentions to RT?
Message-ID: <1142621064.2673.23.camel@s60r.ination.com>

I'm looking into a contract that requires (among many other things)
ticket tracking and I would like to know how reasonable it is to
integrate large sets of functionality to RT without breaking the
maintenance cycle.

Thank you for your time.
-- 
Joshua Colson <jcolson at realm.ination.cc>


!DSPAM:29,441b021f317233335862897!




From jesse at bestpractical.com  Fri Mar 17 14:36:03 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 17 Mar 2006 14:36:03 -0500
Subject: [rt-users] Can't locate object method "new" vi package
	"RT::Handle" at /usr/local/rt3/lib/RT.pm
In-Reply-To: <441A478B.6050806@servervault.com>
References: <441A478B.6050806@servervault.com>
Message-ID: <20060317193603.GR15068@bestpractical.com>

> I've checked the two solutions provided in the article.  One is to
> verify that the DBIx::SearchBuilder module is in the Perl path.  It is.
>  The other is to uninstall/reinstall the module.  Did that too.  I also
> verified that the file can be reached from the Apache group.
> 
> So I don't know what else to look at.  Any suggestions?

mod_perl, right? Can you tell us how you installed perl and mod_perl.
My suspicion is that your mod_perl is built against a different libperl
than your /usr/bin/perl.


> --
> 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 jesse at bestpractical.com  Fri Mar 17 14:36:35 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 17 Mar 2006 14:36:35 -0500
Subject: [rt-users] Does "RT Essentials" cover extentions to RT?
In-Reply-To: <1142621064.2673.23.camel@s60r.ination.com>
References: <1142621064.2673.23.camel@s60r.ination.com>
Message-ID: <20060317193635.GS15068@bestpractical.com>




On Fri, Mar 17, 2006 at 11:44:24AM -0700, Joshua Colson wrote:
> I'm looking into a contract that requires (among many other things)
> ticket tracking and I would like to know how reasonable it is to
> integrate large sets of functionality to RT without breaking the
> maintenance cycle.

We do certainly go into extension mechanisms in the book.
http://rtbook.bestpractical.com should have a pointer to the index.
> 
> Thank you for your time.
> -- 
> Joshua Colson <jcolson at realm.ination.cc>
> 
> 
> !DSPAM:29,441b021f317233335862897!
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 
> 
> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
> 

-- 


From ruslan.zakirov at gmail.com  Fri Mar 17 15:23:08 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 17 Mar 2006 23:23:08 +0300
Subject: [rt-users] Annonymised sending from RT
In-Reply-To: <44180716.6040105@lboro.ac.uk>
References: <44168FFC.3060205@lboro.ac.uk>
	<589c94400603140246i446e6ae5g638b0cbf7e5b309d@mail.gmail.com>
	<44180716.6040105@lboro.ac.uk>
Message-ID: <589c94400603171223k4367a3bdm1a484fff69db7249@mail.gmail.com>

On 3/15/06, Stewart Tranter <S.G.Tranter at lboro.ac.uk> wrote:
> Ruslan Zakirov wrote:
> > http://wiki.bestpractical.com/index.cgi?Template
> > You could override any field you want From, Sender, Reply-To or other.
>
> So if I entered this at the top of a template:
>
> Sender: Computing Services Help Desk <email at address.com>
>
> RT will set the "From" header of the outgoing e-mail to that value?
Almost, except that you need "From: bla-bla" if you want override From
field, I think many users use both:
Sender: bla-bla
From: the same bla-bla
<empty line>

>
> Do I need to enable or disable the friendly from line use in the config
> file?
I think doesn't matter because template overriding works after
"friendly" feature.

>
> Thanks,
>
> 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
> ------------------------------------------------
>


--
Best regards, Ruslan.

From KFCrocker at lbl.gov  Fri Mar 17 15:45:39 2006
From: KFCrocker at lbl.gov (Ken Crocker)
Date: Fri, 17 Mar 2006 12:45:39 -0800
Subject: [rt-users] Does "RT Essentials" cover extentions to RT?
In-Reply-To: <1142621064.2673.23.camel@s60r.ination.com>
References: <1142621064.2673.23.camel@s60r.ination.com>
Message-ID: <441B1FF3.8060901@lbl.gov>

Joshua,

    Your question seems a bit vague. Your subject mentions "extentions", 
then you mention large sets of functionality. What "kind" of 
functionality? Is it something already being offered in 3.6? Is it 
linking to other systems?

Kenn

Joshua Colson wrote:

>I'm looking into a contract that requires (among many other things)
>ticket tracking and I would like to know how reasonable it is to
>integrate large sets of functionality to RT without breaking the
>maintenance cycle.
>
>Thank you for your time.
>  
>


From lists at akphs.com  Fri Mar 17 16:52:17 2006
From: lists at akphs.com (Phil Smith III)
Date: Fri, 17 Mar 2006 16:52:17 -0500
Subject: [rt-users] Other statuses
Message-ID: <018901c64a0d$0f0194f0$6a01090a@Basement2>

We've added some status values to RT: clientwait, escalated, and like that.  I notice that the default queries on the RT homepage only look for "new" and "open"; is there a supported way to change this?  (I'd actually think it would make most sense for it to search for "not [resolved rejected deleted]", but maybe that's just me.)

I can hack the scripts, obviously, but would rather not.  Yes, I've read the Custom Statuses Wiki page and discussion thread.  If folks were to agree that changing it to search for not [x y z] was preferable, I'd make the change and submit it.

...phsiii



From jcolson at realm.ination.cc  Fri Mar 17 17:34:54 2006
From: jcolson at realm.ination.cc (Joshua Colson)
Date: Fri, 17 Mar 2006 15:34:54 -0700
Subject: [rt-users] Does "RT Essentials" cover extentions to RT?
In-Reply-To: <441B1FF3.8060901@lbl.gov>
References: <1142621064.2673.23.camel@s60r.ination.com>
	<441B1FF3.8060901@lbl.gov>
Message-ID: <1142634894.2673.34.camel@s60r.ination.com>

On Fri, 2006-03-17 at 12:45 -0800, Ken Crocker wrote:
> Joshua,
> 
>     Your question seems a bit vague. Your subject mentions "extentions", 
> then you mention large sets of functionality. What "kind" of 
> functionality? Is it something already being offered in 3.6? Is it 
> linking to other systems?
> 
> Kenn
> 

My apologies. I've always had a problem with articulating questions.

Basically, what I'm trying to do (unfortunately all of the requirements
have not been defined as yet) is connect to a RETS (Real Estate
Transaction Server) on ticket creation and pull some data (Agent ID,
Agent Name, Listing ID, etc.). I want that data tied to the ticket in
some fashion. I'm not sure yet if it makes sense to define custom fields
for the data or if it should just reference external sources. I also
need the system to take some of the data that it has fetched and
generate faxes and/or print jobs that are automatically handled (handed
off to hylafax/cups/whatever). There are many more requirements, but
that is the idea. Basically inserting functionality in at various points
in the process. I understand that scrips can do most of what I want. I
really was just curious what the book has to say about it because I
would like to buy it, but I don't want it to just sit on my shelf.

Thank you for your input.

-- 
Joshua Colson <jcolson at realm.ination.cc>



From todd at chaka.net  Fri Mar 17 17:51:01 2006
From: todd at chaka.net (Todd Chapman)
Date: Fri, 17 Mar 2006 17:51:01 -0500
Subject: [rt-users] Does "RT Essentials" cover extentions to RT?
In-Reply-To: <1142634894.2673.34.camel@s60r.ination.com>
References: <1142621064.2673.23.camel@s60r.ination.com>
	<441B1FF3.8060901@lbl.gov>
	<1142634894.2673.34.camel@s60r.ination.com>
Message-ID: <20060317225101.GF9283@chaka.net>

On Fri, Mar 17, 2006 at 03:34:54PM -0700, Joshua Colson wrote:
> On Fri, 2006-03-17 at 12:45 -0800, Ken Crocker wrote:
> > Joshua,
> > 
> >     Your question seems a bit vague. Your subject mentions "extentions", 
> > then you mention large sets of functionality. What "kind" of 
> > functionality? Is it something already being offered in 3.6? Is it 
> > linking to other systems?
> > 
> > Kenn
> > 
> 
> My apologies. I've always had a problem with articulating questions.
> 
> Basically, what I'm trying to do (unfortunately all of the requirements
> have not been defined as yet) is connect to a RETS (Real Estate
> Transaction Server) on ticket creation and pull some data (Agent ID,
> Agent Name, Listing ID, etc.). I want that data tied to the ticket in
> some fashion. I'm not sure yet if it makes sense to define custom fields
> for the data or if it should just reference external sources. I also
> need the system to take some of the data that it has fetched and
> generate faxes and/or print jobs that are automatically handled (handed
> off to hylafax/cups/whatever). There are many more requirements, but
> that is the idea. Basically inserting functionality in at various points
> in the process. I understand that scrips can do most of what I want. I
> really was just curious what the book has to say about it because I
> would like to buy it, but I don't want it to just sit on my shelf.
> 
> Thank you for your input.
> 

If you use RT, you should buy it. :)


From yevgeniy.busel at sf.akqa.com  Fri Mar 17 19:17:29 2006
From: yevgeniy.busel at sf.akqa.com (Yevgeniy Busel)
Date: Fri, 17 Mar 2006 16:17:29 -0800
Subject: [rt-users] 10 tickets I requested
Message-ID: <04134A5C87350A45957B81F742510F0202AC612F@sfmail.sf.akqa.com>

Does anyone know how to change in RT at glance  10 newest unowned
tickets to 10 highest priority tickets I requested ?
I'm running RT 3.4.4
 
Thank you in advance.
 
Yevgeniy Busel
Network/System Administrator
yevgeniy.busel at akqa.com
 
AKQA Inc.,
118 King Street, 6th Floor
San Francisco, CA 94107
Tel: 415.645.9483   Fax: 415.645.9420    www.akqa.com
<http://www.akqa.com/> 
 
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From Kathryn.Axelrod at JibeConsulting.Com  Fri Mar 17 20:06:05 2006
From: Kathryn.Axelrod at JibeConsulting.Com (Kathryn Axelrod)
Date: Fri, 17 Mar 2006 17:06:05 -0800
Subject: [rt-users] Denying viewing access to certain pages based on user
	privleges.
Message-ID: <6DF15F52550FF84ABDD9ECE57D865370225D17@jibepdxsrv1.JIBECONSULTING.int>

Hi.

 

About a week ago, I posted the question to the list of how you could set
up RT such that specific pages (i.e. Configuration) were only accessible
to specific users. Someone sent me a script (thank you!) and someone
else suggested creating rights for each page(thank you too).

 

I was thinking about both of these and came up with an obscenely simple
solution ->

 

For any page you want inaccessible to the common user, do the following:

Copy the index.html page from the Share Directory into the Local
directory (i.e. /share/html/Admin/Users/index.html
/local/html/Admin/Users/index.html)

Add the following line to the top of the local index.html file:

<%init>

require  Module::Versions::Report;

my $title = loc('System Configuration');

unless ($session{'CurrentUser'}->HasRight( Object=> $RT::System, Right
=> 'SuperUser')) {

 Abort(loc('This feature is only available to system administrators'));

} 

</%init>

 

And it will deny access to anyone who is not a superuser (or other user
group you have chosen)...

 

This seems to work great and thus I thought I'd throw it back out to the
list in case anyone else was having issues with the same problem.

 

Regards, 

Kathryn 

 

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From mike at tekniq.org  Fri Mar 17 21:00:26 2006
From: mike at tekniq.org (Michael Shanks)
Date: Sat, 18 Mar 2006 02:00:26 -0000
Subject: [rt-users] goto ticket error (security problem)
Message-ID: <20060318020039.629784D828B@diesel.bestpractical.com>

Hello I am configuring a new helpdesk using request tracker, I notice one
problem and I am wondering if you can help me with my configuration, 
 
When a user logs into the self service page they are presented with their
open tickets, top right is also the goto ticket option, when the user types
in any ticket ID the ticket is shown to them even if they are not the
original submitter, 
 
These users are default users created automatically when they submit a
ticket and in groups ?everyone? and privileged?
 
 
 
 
 

-- 
No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.1.385 / Virus Database: 268.2.4/283 - Release Date: 16/03/2006
 



From jesse at bestpractical.com  Fri Mar 17 22:22:53 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 17 Mar 2006 22:22:53 -0500
Subject: [rt-users] goto ticket error (security problem)
In-Reply-To: <20060318020039.629784D828B@diesel.bestpractical.com>
References: <20060318020039.629784D828B@diesel.bestpractical.com>
Message-ID: <20060318032253.GJ15068@bestpractical.com>




On Sat, Mar 18, 2006 at 02:00:26AM -0000, Michael Shanks wrote:
> Hello I am configuring a new helpdesk using request tracker, I notice one
> problem and I am wondering if you can help me with my configuration, 
>  
> When a user logs into the self service page they are presented with their
> open tickets, top right is also the goto ticket option, when the user types
> in any ticket ID the ticket is shown to them even if they are not the
> original submitter, 
>  

You've granted "Everyone" the right to "ShowTicket"


From msnyder at servervault.com  Sat Mar 18 00:37:04 2006
From: msnyder at servervault.com (Mathew Snyder)
Date: Sat, 18 Mar 2006 00:37:04 -0500
Subject: [rt-users] Can't locate object method "new" vi package
	"RT::Handle" at /usr/local/rt3/lib/RT.pm]
Message-ID: <441B9C80.6030801@servervault.com>

Jesse,

Thanks for responding.  I've used mod-perl v2.0.1-1 obtained from
perl.apache.org.  I've also used v1.99_16-4; RedHat's latest rpm.  Perl
is version 5.8.5-16 also installed via RedHat though not the absolute
latest (which is 5.8.5-24).

The server is running Apache 2.0.52-19.

--
Mathew Snyder
Systems Administrator
Network+
ServerVault TechOps



Jesse Vincent wrote:
>> I've checked the two solutions provided in the article.  One is to
>> verify that the DBIx::SearchBuilder module is in the Perl path.  It is.
>>  The other is to uninstall/reinstall the module.  Did that too.  I also
>> verified that the file can be reached from the Apache group.
>>
>> So I don't know what else to look at.  Any suggestions?
> 
> mod_perl, right? Can you tell us how you installed perl and mod_perl.
> My suspicion is that your mod_perl is built against a different libperl
> than your /usr/bin/perl.
> 
> 
>> --
>> 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
>>
> 


-- 
Mathew Snyder
Systems Administrator
Network+
ServerVault TechOps



From mike at tekniq.org  Sat Mar 18 03:35:11 2006
From: mike at tekniq.org (Michael Shanks)
Date: Sat, 18 Mar 2006 08:35:11 -0000
Subject: [rt-users] goto ticket error (security problem)
In-Reply-To: <20060318032253.GJ15068@bestpractical.com>
Message-ID: <20060318083524.7E6414D806A@diesel.bestpractical.com>

Hello

If I remove this right it corrects the problem, however my user now cannot
see his open or closed tickets also

-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: 18 March 2006 03:23
To: Michael Shanks
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] goto ticket error (security problem)




On Sat, Mar 18, 2006 at 02:00:26AM -0000, Michael Shanks wrote:
> Hello I am configuring a new helpdesk using request tracker, I notice one
> problem and I am wondering if you can help me with my configuration, 
>  
> When a user logs into the self service page they are presented with their
> open tickets, top right is also the goto ticket option, when the user
types
> in any ticket ID the ticket is shown to them even if they are not the
> original submitter, 
>  

You've granted "Everyone" the right to "ShowTicket"


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From wouter.prins at null0.nl  Sat Mar 18 03:27:19 2006
From: wouter.prins at null0.nl (Wouter Prins)
Date: Sat, 18 Mar 2006 09:27:19 +0100
Subject: [rt-users] Does "RT Essentials" cover extentions to RT?
In-Reply-To: <20060317225101.GF9283@chaka.net>
References: <1142621064.2673.23.camel@s60r.ination.com>
	<441B1FF3.8060901@lbl.gov>
	<1142634894.2673.34.camel@s60r.ination.com>
	<20060317225101.GF9283@chaka.net>
Message-ID: <20060318082719.GA88477@null0.nl>

On Fri, Mar 17, 2006 at 05:51:01PM -0500, Todd Chapman wrote:
> On Fri, Mar 17, 2006 at 03:34:54PM -0700, Joshua Colson wrote:
> > On Fri, 2006-03-17 at 12:45 -0800, Ken Crocker wrote:
> > > Joshua,
> > > 
> > >     Your question seems a bit vague. Your subject mentions "extentions", 
> > > then you mention large sets of functionality. What "kind" of 
> > > functionality? Is it something already being offered in 3.6? Is it 
> > > linking to other systems?
> > > 
> > > Kenn
> > > 
> > 
> > My apologies. I've always had a problem with articulating questions.
> > 
> > Basically, what I'm trying to do (unfortunately all of the requirements
> > have not been defined as yet) is connect to a RETS (Real Estate
> > Transaction Server) on ticket creation and pull some data (Agent ID,
> > Agent Name, Listing ID, etc.). I want that data tied to the ticket in
> > some fashion. I'm not sure yet if it makes sense to define custom fields
> > for the data or if it should just reference external sources. I also
> > need the system to take some of the data that it has fetched and
> > generate faxes and/or print jobs that are automatically handled (handed
> > off to hylafax/cups/whatever). There are many more requirements, but
> > that is the idea. Basically inserting functionality in at various points
> > in the process. I understand that scrips can do most of what I want. I
> > really was just curious what the book has to say about it because I
> > would like to buy it, but I don't want it to just sit on my shelf.
> > 
> > Thank you for your input.
> > 
> 
> If you use RT, you should buy it. :)

That is not really the answer he is waiting for. :)
I am wondering the same as Joshua, as we deal with information we need to pull from great p(l)ains. (Sometime in the near future)

> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 
> 
> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html

-- 

A sine curve goes off to infinity or at least the end of the blackboard
		-- Prof. Steiner


From mike at tekniq.org  Fri Mar 17 20:47:44 2006
From: mike at tekniq.org (Michael Shanks)
Date: Sat, 18 Mar 2006 01:47:44 -0000
Subject: [rt-users] (no subject)
Message-ID: <20060318144736.003E64D80AF@diesel.bestpractical.com>

subscribe

 


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From bobg at uic.edu  Sat Mar 18 10:30:32 2006
From: bobg at uic.edu (Bob Goldstein)
Date: Sat, 18 Mar 2006 09:30:32 -0600
Subject: [rt-users] Does "RT Essentials" cover extentions to RT? 
In-Reply-To: Your message of "Sat, 18 Mar 2006 09:27:19 +0100."
	<20060318082719.GA88477@null0.nl> 
Message-ID: <200603181530.k2IFUWNJ017406@remora.cc.uic.edu>

>> > My apologies. I've always had a problem with articulating questions.
>> > 
>> > Basically, what I'm trying to do (unfortunately all of the requirements
>> > have not been defined as yet) is connect to a RETS (Real Estate
>> > Transaction Server) on ticket creation and pull some data (Agent ID,
>> > Agent Name, Listing ID, etc.). I want that data tied to the ticket in
>> > some fashion. I'm not sure yet if it makes sense to define custom fields
>> > for the data or if it should just reference external sources. I also
>> > need the system to take some of the data that it has fetched and
>> > generate faxes and/or print jobs that are automatically handled (handed
>> > off to hylafax/cups/whatever). There are many more requirements, but
>> > that is the idea. Basically inserting functionality in at various points
>> > in the process. I understand that scrips can do most of what I want. I
>> > really was just curious what the book has to say about it because I
>> > would like to buy it, but I don't want it to just sit on my shelf.
>> > 
>> > Thank you for your input.
>> > 
>> 
>> If you use RT, you should buy it. :)
>
>That is not really the answer he is waiting for. :)
>I am wondering the same as Joshua, as we deal with information we need to pull
> from great p(l)ains. (Sometime in the near future)
>

    Then I still don't understand the question.

    Will the book tell him how to do those things?  No.
    Will the book make it easier for him to figure out how to do them?  Almost certainly.
    Is it impossible to do these things without the book? No.
    Are there aspects of RT not covered in the book?  Of course.
    Do I recommend getting the book anyway?  Yes.

    I learned most about RT by reading the code, and I made some
    mods before the book was out, even before the wiki was
    available. So, the book wasn't as useful to me as it would be
    to someone new, I already knew much of it. Still, someone
    else in my department is doing some RT work, and I made her
    get her own copy. I'm willing to let the book move to another
    room, but not another building :-)

        bobg



From stanb at panix.com  Sat Mar 18 12:27:17 2006
From: stanb at panix.com (stan)
Date: Sat, 18 Mar 2006 12:27:17 -0500
Subject: [rt-users] Can rt users come from LDAP?
Message-ID: <20060318172717.GA3345@teddy.fas.com>

Can I configue rt to use user defs from a LDAP instnace?

-- 
U.S. Encouraged by Vietnam Vote - Officials Cite 83% Turnout Despite Vietcong Terror 
- New York Times 9/3/1967


From jra at baylink.com  Sat Mar 18 12:36:26 2006
From: jra at baylink.com (Jay R. Ashworth)
Date: Sat, 18 Mar 2006 12:36:26 -0500
Subject: [rt-users] Does "RT Essentials" cover extentions to RT?
In-Reply-To: <1142634894.2673.34.camel@s60r.ination.com>
References: <1142621064.2673.23.camel@s60r.ination.com>
	<441B1FF3.8060901@lbl.gov>
	<1142634894.2673.34.camel@s60r.ination.com>
Message-ID: <20060318173626.GC7861@cgi.jachomes.com>

On Fri, Mar 17, 2006 at 03:34:54PM -0700, Joshua Colson wrote:
> Basically, what I'm trying to do (unfortunately all of the requirements
> have not been defined as yet) is connect to a RETS (Real Estate
> Transaction Server) on ticket creation and pull some data (Agent ID,
> Agent Name, Listing ID, etc.). I want that data tied to the ticket in
> some fashion. I'm not sure yet if it makes sense to define custom fields
> for the data or if it should just reference external sources.

>From a generic design standpoint: this depends on your desired binding
time.  If what you what to know is what those (possibly externally
changeable) fields said *when you created the ticket*, copy that data
into custom fields.

If you want to know what they contain *when you look*, then you can
just store the reference.

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

	A: No.
	Q: Should I include quotations after my message body?


From mike at tekniq.org  Sat Mar 18 16:56:50 2006
From: mike at tekniq.org (Michael Shanks)
Date: Sat, 18 Mar 2006 21:56:50 -0000
Subject: [rt-users] goto ticket error (security problem)
In-Reply-To: <20060318145722.GN15068@bestpractical.com>
Message-ID: <20060318223824.AE5DD4D80C8@diesel.bestpractical.com>


 Could you give me a bit of a pointer where to look online, I've got 
 the book but its at my office and I'm not in their until Monday, I've 
 had a look through the wiki but can't find anything specific enough 
 for my needs




-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: 18 March 2006 14:57
To: Michael Shanks
Subject: Re: [rt-users] goto ticket error (security problem)




On Sat, Mar 18, 2006 at 08:35:11AM -0000, Michael Shanks wrote:
> Hello
> 
> If I remove this right it corrects the problem, however my user now cannot
> see his open or closed tickets also
> 

You might want to read up on the correct rights to grant on the wiki or
in RT Essentials.
Jesse


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From jesse at bestpractical.com  Sat Mar 18 19:07:54 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 18 Mar 2006 19:07:54 -0500
Subject: [rt-users] goto ticket error (security problem)
In-Reply-To: <20060318223824.AE5DD4D80C8@diesel.bestpractical.com>
References: <20060318145722.GN15068@bestpractical.com>
	<20060318223824.AE5DD4D80C8@diesel.bestpractical.com>
Message-ID: <20060319000754.GQ15068@bestpractical.com>




On Sat, Mar 18, 2006 at 09:56:50PM -0000, Michael Shanks wrote:
> 
>  Could you give me a bit of a pointer where to look online, I've got 
>  the book but its at my office and I'm not in their until Monday, I've 
>  had a look through the wiki but can't find anything specific enough 
>  for my needs
> 
You likely want to look at granting the ShowTicket right to the
Requestor role.


> 
> 
> -----Original Message-----
> From: Jesse Vincent [mailto:jesse at bestpractical.com] 
> Sent: 18 March 2006 14:57
> To: Michael Shanks
> Subject: Re: [rt-users] goto ticket error (security problem)
> 
> 
> 
> 
> On Sat, Mar 18, 2006 at 08:35:11AM -0000, Michael Shanks wrote:
> > Hello
> > 
> > If I remove this right it corrects the problem, however my user now cannot
> > see his open or closed tickets also
> > 
> 
> You might want to read up on the correct rights to grant on the wiki or
> in RT Essentials.
> Jesse
> 
> 
> -- 
> No virus found in this incoming message.
> Checked by AVG Free Edition.
> Version: 7.1.385 / Virus Database: 268.2.4/283 - Release Date: 16/03/2006
>  
> 
> -- 
> No virus found in this outgoing message.
> Checked by AVG Free Edition.
> Version: 7.1.385 / Virus Database: 268.2.4/283 - Release Date: 16/03/2006
>  
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 
> 
> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
> 

-- 


From akos.torok at docca.hu  Sun Mar 19 11:17:47 2006
From: akos.torok at docca.hu (akos.torok at docca.hu)
Date: Sun, 19 Mar 2006 17:17:47 +0100
Subject: [rt-users] RT::Shredder error: Can't call method "IsLocal" on
	an undefined value at /opt/rt3/lib/RT/URI.pm line 247.
In-Reply-To: <43F5E058.4050101@lboro.ac.uk>
References: <43F5E058.4050101@lboro.ac.uk>
Message-ID: <441D842B.5040706@docca.hu>

Hi Stewart, All,

I'm just trying to use the CLI, and I've got the same error message. Do 
you - or anyone else - resolved this problem?

Thanks,

?kos

Stewart Tranter wrote:

> Hi,
>
> I am getting a "Can't call method "IsLocal" on an undefined value at 
> /opt/rt3/lib/RT/URI.pm line 247." error when I try to delete a 
> particular ticket in RT 3.5.5.  This error happens in the web 
> interface and at the command line.
>
> I have attached the raw error output from the web UI in case it's of 
> any  use to someone in solving the problem.
>
> Has anyone else experienced this problem?
>
> Thanks in advance,
>
> Stewart
> ------------------------------------------------
> Stewart Tranter
> Computing Services
> Loughborough University
>
> E:  s.g.tranter at lboro.ac.uk
> W:  http://www.lboro.ac.uk/computing/
> T:  +44 (0) 1509 223719
> F:  +44 (0) 1509 223989
> ------------------------------------------------
>
>------------------------------------------------------------------------
>
>an't call method "IsLocal" on an undefined value at /opt/rt3/lib/RT/URI.pm line 247.
>
>
>Trace begun at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Exceptions.pm line 129
>HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "IsLocal" on an undefined value at /opt/rt3/lib/RT/URI.pm line 247.^J') called at /opt/rt3/lib/RT/URI.pm line 247
>RT::URI::IsLocal('RT::URI=HASH(0xbfb4184)') called at /opt/rt3/lib/RT/Links_Overlay.pm line 159
>RT::Links::Next('RT::Links=HASH(0xbf8f520)') called at /opt/rt3/local/lib/RTx/Shredder/Dependencies.pm line 51
>RTx::Shredder::Dependencies::_PushDependencies('RTx::Shredder::Dependencies=HASH(0xbd4f160)', 'Shredder', 'RTx::Shredder=HASH(0xbf950cc)', 'Flags', 1, 'BaseObj', 'RT::Ticket=HASH(0xbd31c18)', 'TargetObjs', 'RT::Links=HASH(0xbf8f520)') called at /opt/rt3/local/lib/RTx/Shredder/Dependencies.pm line 59
>RTx::Shredder::Dependencies::_PushDependencies('RTx::Shredder::Dependencies=HASH(0xbd4f160)', 'BaseObj', 'RT::Ticket=HASH(0xbd31c18)', 'Flags', 1, 'TargetObjs', 'ARRAY(0xbd503d8)', 'Shredder', 'RTx::Shredder=HASH(0xbf950cc)') called at /opt/rt3/local/lib/RTx/Shredder/Ticket.pm line 50
>RT::Ticket::__DependsOn('RT::Ticket=HASH(0xbd31c18)', 'Shredder', 'RTx::Shredder=HASH(0xbf950cc)', 'Flags', 1, 'Dependencies', 'RTx::Shredder::Dependencies=HASH(0xbd4f160)') called at /opt/rt3/local/lib/RTx/Shredder/Record.pm line 66
>RT::Record::Dependencies('RT::Ticket=HASH(0xbd31c18)', 'Shredder', 'RTx::Shredder=HASH(0xbf950cc)') called at /opt/rt3/local/lib/RTx/Shredder/Record.pm line 207
>RT::Record::_Wipeout('RT::Ticket=HASH(0xbd31c18)', 'Shredder', 'RTx::Shredder=HASH(0xbf950cc)') called at /opt/rt3/local/lib/RTx/Shredder/Record.pm line 197
>RT::Record::Wipeout('RT::Ticket=HASH(0xbd31c18)', 'Shredder', 'RTx::Shredder=HASH(0xbf950cc)') called at /opt/rt3/local/lib/RTx/Shredder.pm line 375
>RTx::Shredder::Wipeout('RTx::Shredder=HASH(0xbf950cc)') called at /opt/rt3/share/html/Admin/Tools/Shredder/index.html line 73
>HTML::Mason::Commands::__ANON__('Objects:Principal', '', 'Tickets:updated_before', '', 'Objects:Ticket', '', 'Objects:ScripCondition', '', 'Users:status', '', 'Objects:User', '', 'Plugin', 'Tickets', 'Objects:Transaction', '', 'Attachments:longer', '', 'Objects:Link', '', 'Users:email', '', 'Wipeout', 'Wipeout', 'Users:name', '', 'Tickets:status', 'open', 'Objects:GroupMember', '', 'Attachments:files_only', '', 'Objects:Group', '', 'Objects:limit', '', 'Objects:Scrip', '', 'Attachments:limit', '', 'Objects:CustomField', '', 'Objects:ACE', '', 'Objects:CachedGroupMember', '', 'Tickets:limit', '', 'Users:replace_relations', '', 'Objects:ScripAction', '', 'Objects:CustomFieldValue', '', 'Tickets:queue', '', 'Objects:Queue', '', 'WipeoutObject', 'RT::Ticket-31', 'Objects:Template', '', 'Objects:Attachment', '', 'Attachments:file', '', 'Objects:ObjectCustomFieldValue', '', 'Users:limit', '', 'Objects:Principal', '', 'Tickets:updated_before', '', 'Objects:Ticket', '', 'Objects:ScripCondition', '', 'Users:status', '', 'Objects:User', '', 'Plugin', 'Tickets', 'Objects:Transaction', '', 'Attachments:longer', '', 'Objects:Link', '', 'Users:email', '', 'Wipeout', 'Wipeout', 'Users:name', '', 'Tickets:status', 'open', 'Objects:GroupMember', '', 'Attachments:files_only', '', 'Objects:Group', '', 'Objects:limit', '', 'Objects:Scrip', '', 'Attachments:limit', '', 'Objects:CustomField', '', 'Objects:ACE', '', 'Objects:CachedGroupMember', '', 'Tickets:limit', '', 'Users:replace_relations', '', 'Objects:ScripAction', '', 'Objects:CustomFieldValue', '', 'Tickets:queue', '', 'Objects:Queue', '', 'WipeoutObject', 'RT::Ticket-31', 'Objects:Template', '', 'Objects:Attachment', '', 'Attachments:file', '', 'Objects:ObjectCustomFieldValue', '', 'Users:limit', '', 'Objects:Principal', '', 'Tickets:updated_before', '', 'Objects:ScripCondition', '', 'Objects:Ticket', '', 'Objects:User', '', 'Users:status', '', 'Plugin', 'Tickets', 'Objects:Transaction', '', 'Attachments:longer', '', 'Objects:Link', '', 'Users:email', '', 'Users:name', '', 'Wipeout', 'Wipeout', 'Objects:GroupMember', '', 'Tickets:status', 'open', 'Attachments:files_only', '', 'Objects:Group', '', 'Objects:Scrip', '', 'Objects:limit', '', 'Attachments:limit', '', 'Objects:ACE', '', 'Objects:CustomField', '', 'Objects:CachedGroupMember', '', 'Tickets:limit', '', 'Users:replace_relations', '', 'Objects:ScripAction', '', 'Objects:CustomFieldValue', '', 'Tickets:queue', '', 'Objects:Queue', '', 'WipeoutObject', 'RT::Ticket-31', 'Objects:Template', '', 'Objects:Attachment', '', 'Attachments:file', '', 'Objects:ObjectCustomFieldValue', '', 'Users:limit', '', 'Objects:Principal', '', 'Tickets:updated_before', '', 'Objects:ScripCondition', '', 'Objects:Ticket', '', 'Objects:User', '', 'Users:status', '', 'Plugin', 'Tickets', 'Objects:Transaction', '', 'Attachments:longer', '', 'Objects:Link', '', 'Users:email', '', 'Users:name', '', 'Wipeout', 'Wipeout', 'Objects:GroupMember', '', 'Tickets:status', 'open', 'Attachments:files_only', '', 'Objects:Group', '', 'Objects:Scrip', '', 'Objects:limit', '', 'Attachments:limit', '', 'Objects:ACE', '', 'Objects:CustomField', '', 'Objects:CachedGroupMember', '', 'Tickets:limit', '', 'Users:replace_relations', '', 'Objects:ScripAction', '', 'Objects:CustomFieldValue', '', 'Tickets:queue', '', 'Objects:Queue', '', 'WipeoutObject', 'RT::Ticket-31', 'Objects:Template', '', 'Objects:Attachment', '', 'Attachments:file', '', 'Objects:ObjectCustomFieldValue', '', 'Users:limit', '') 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(0xbd27180)', 'Objects:Principal', '', 'Tickets:updated_before', '', 'Objects:Ticket', '', 'Objects:ScripCondition', '', 'Users:status', '', 'Objects:User', '', 'Plugin', 'Tickets', 'Objects:Transaction', '', 'Attachments:longer', '', 'Objects:Link', '', 'Users:email', '', 'Wipeout', 'Wipeout', 'Users:name', '', 'Tickets:status', 'open', 'Objects:GroupMember', '', 'Attachments:files_only', '', 'Objects:Group', '', 'Objects:limit', '', 'Objects:Scrip', '', 'Attachments:limit', '', 'Objects:CustomField', '', 'Objects:ACE', '', 'Objects:CachedGroupMember', '', 'Tickets:limit', '', 'Users:replace_relations', '', 'Objects:ScripAction', '', 'Objects:CustomFieldValue', '', 'Tickets:queue', '', 'Objects:Queue', '', 'WipeoutObject', 'RT::Ticket-31', 'Objects:Template', '', 'Objects:Attachment', '', 'Attachments:file', '', 'Objects:ObjectCustomFieldValue', '', 'Users:limit', '', 'Objects:Principal', '', 'Tickets:updated_before', '', 'Objects:Ticket', '', 'Objects:ScripCondition', '', 'Users:status', '', 'Objects:User', '', 'Plugin', 'Tickets', 'Objects:Transaction', '', 'Attachments:longer', '', 'Objects:Link', '', 'Users:email', '', 'Wipeout', 'Wipeout', 'Users:name', '', 'Tickets:status', 'open', 'Objects:GroupMember', '', 'Attachments:files_only', '', 'Objects:Group', '', 'Objects:limit', '', 'Objects:Scrip', '', 'Attachments:limit', '', 'Objects:CustomField', '', 'Objects:ACE', '', 'Objects:CachedGroupMember', '', 'Tickets:limit', '', 'Users:replace_relations', '', 'Objects:ScripAction', '', 'Objects:CustomFieldValue', '', 'Tickets:queue', '', 'Objects:Queue', '', 'WipeoutObject', 'RT::Ticket-31', 'Objects:Template', '', 'Objects:Attachment', '', 'Attachments:file', '', 'Objects:ObjectCustomFieldValue', '', 'Users:limit', '', 'Objects:Principal', '', 'Tickets:updated_before', '', 'Objects:ScripCondition', '', 'Objects:Ticket', '', 'Objects:User', '', 'Users:status', '', 'Plugin', 'Tickets', 'Objects:Transaction', '', 'Attachments:longer', '', 'Objects:Link', '', 'Users:email', '', 'Users:name', '', 'Wipeout', 'Wipeout', 'Objects:GroupMember', '', 'Tickets:status', 'open', 'Attachments:files_only', '', 'Objects:Group', '', 'Objects:Scrip', '', 'Objects:limit', '', 'Attachments:limit', '', 'Objects:ACE', '', 'Objects:CustomField', '', 'Objects:CachedGroupMember', '', 'Tickets:limit', '', 'Users:replace_relations', '', 'Objects:ScripAction', '', 'Objects:CustomFieldValue', '', 'Tickets:queue', '', 'Objects:Queue', '', 'WipeoutObject', 'RT::Ticket-31', 'Objects:Template', '', 'Objects:Attachment', '', 'Attachments:file', '', 'Objects:ObjectCustomFieldValue', '', 'Users:limit', '', 'Objects:Principal', '', 'Tickets:updated_before', '', 'Objects:ScripCondition', '', 'Objects:Ticket', '', 'Objects:User', '', 'Users:status', '', 'Plugin', 'Tickets', 'Objects:Transaction', '', 'Attachments:longer', '', 'Objects:Link', '', 'Users:email', '', 'Users:name', '', 'Wipeout', 'Wipeout', 'Objects:GroupMember', '', 'Tickets:status', 'open', 'Attachments:files_only', '', 'Objects:Group', '', 'Objects:Scrip', '', 'Objects:limit', '', 'Attachments:limit', '', 'Objects:ACE', '', 'Objects:CustomField', '', 'Objects:CachedGroupMember', '', 'Tickets:limit', '', 'Users:replace_relations', '', 'Objects:ScripAction', '', 'Objects:CustomFieldValue', '', 'Tickets:queue', '', 'Objects:Queue', '', 'WipeoutObject', 'RT::Ticket-31', 'Objects:Template', '', 'Objects:Attachment', '', 'Attachments:file', '', 'Objects:ObjectCustomFieldValue', '', 'Users:limit', '') called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1255
>eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1249
>HTML::Mason::Request::comp(undef, undef, 'Objects:Principal', '', 'Tickets:updated_before', '', 'Objects:Ticket', '', 'Objects:ScripCondition', '', 'Users:status', '', 'Objects:User', '', 'Plugin', 'Tickets', 'Objects:Transaction', '', 'Attachments:longer', '', 'Objects:Link', '', 'Users:email', '', 'Wipeout', 'Wipeout', 'Users:name', '', 'Tickets:status', 'open', 'Objects:GroupMember', '', 'Attachments:files_only', '', 'Objects:Group', '', 'Objects:limit', '', 'Objects:Scrip', '', 'Attachments:limit', '', 'Objects:CustomField', '', 'Objects:ACE', '', 'Objects:CachedGroupMember', '', 'Tickets:limit', '', 'Users:replace_relations', '', 'Objects:ScripAction', '', 'Objects:CustomFieldValue', '', 'Tickets:queue', '', 'Objects:Queue', '', 'WipeoutObject', 'RT::Ticket-31', 'Objects:Template', '', 'Objects:Attachment', '', 'Attachments:file', '', 'Objects:ObjectCustomFieldValue', '', 'Users:limit', '', 'Objects:Principal', '', 'Tickets:updated_before', '', 'Objects:Ticket', '', 'Objects:ScripCondition', '', 'Users:status', '', 'Objects:User', '', 'Plugin', 'Tickets', 'Objects:Transaction', '', 'Attachments:longer', '', 'Objects:Link', '', 'Users:email', '', 'Wipeout', 'Wipeout', 'Users:name', '', 'Tickets:status', 'open', 'Objects:GroupMember', '', 'Attachments:files_only', '', 'Objects:Group', '', 'Objects:limit', '', 'Objects:Scrip', '', 'Attachments:limit', '', 'Objects:CustomField', '', 'Objects:ACE', '', 'Objects:CachedGroupMember', '', 'Tickets:limit', '', 'Users:replace_relations', '', 'Objects:ScripAction', '', 'Objects:CustomFieldValue', '', 'Tickets:queue', '', 'Objects:Queue', '', 'WipeoutObject', 'RT::Ticket-31', 'Objects:Template', '', 'Objects:Attachment', '', 'Attachments:file', '', 'Objects:ObjectCustomFieldValue', '', 'Users:limit', '', 'Objects:Principal', '', 'Tickets:updated_before', '', 'Objects:ScripCondition', '', 'Objects:Ticket', '', 'Objects:User', '', 'Users:status', '', 'Plugin', 'Tickets', 'Objects:Transaction', '', 'Attachments:longer', '', 'Objects:Link', '', 'Users:email', '', 'Users:name', '', 'Wipeout', 'Wipeout', 'Objects:GroupMember', '', 'Tickets:status', 'open', 'Attachments:files_only', '', 'Objects:Group', '', 'Objects:Scrip', '', 'Objects:limit', '', 'Attachments:limit', '', 'Objects:ACE', '', 'Objects:CustomField', '', 'Objects:CachedGroupMember', '', 'Tickets:limit', '', 'Users:replace_relations', '', 'Objects:ScripAction', '', 'Objects:CustomFieldValue', '', 'Tickets:queue', '', 'Objects:Queue', '', 'WipeoutObject', 'RT::Ticket-31', 'Objects:Template', '', 'Objects:Attachment', '', 'Attachments:file', '', 'Objects:ObjectCustomFieldValue', '', 'Users:limit', '', 'Objects:Principal', '', 'Tickets:updated_before', '', 'Objects:ScripCondition', '', 'Objects:Ticket', '', 'Objects:User', '', 'Users:status', '', 'Plugin', 'Tickets', 'Objects:Transaction', '', 'Attachments:longer', '', 'Objects:Link', '', 'Users:email', '', 'Users:name', '', 'Wipeout', 'Wipeout', 'Objects:GroupMember', '', 'Tickets:status', 'open', 'Attachments:files_only', '', 'Objects:Group', '', 'Objects:Scrip', '', 'Objects:limit', '', 'Attachments:limit', '', 'Objects:ACE', '', 'Objects:CustomField', '', 'Objects:CachedGroupMember', '', 'Tickets:limit', '', 'Users:replace_relations', '', 'Objects:ScripAction', '', 'Objects:CustomFieldValue', '', 'Tickets:queue', '', 'Objects:Queue', '', 'WipeoutObject', 'RT::Ticket-31', 'Objects:Template', '', 'Objects:Attachment', '', 'Attachments:file', '', 'Objects:ObjectCustomFieldValue', '', 'Users:limit', '') called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 916
>HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xbd426cc)', 'Objects:Principal', '', 'Tickets:updated_before', '', 'Objects:ScripCondition', '', 'Objects:Ticket', '', 'Objects:User', '', 'Users:status', '', 'Plugin', 'Tickets', 'Objects:Transaction', '', 'Attachments:longer', '', 'Objects:Link', '', 'Users:email', '', 'Users:name', '', 'Wipeout', 'Wipeout', 'Objects:GroupMember', '', 'Tickets:status', 'open', 'Attachments:files_only', '', 'Objects:Group', '', 'Objects:Scrip', '', 'Objects:limit', '', 'Attachments:limit', '', 'Objects:ACE', '', 'Objects:CustomField', '', 'Objects:CachedGroupMember', '', 'Tickets:limit', '', 'Users:replace_relations', '', 'Objects:ScripAction', '', 'Objects:CustomFieldValue', '', 'Tickets:queue', '', 'Objects:Queue', '', 'WipeoutObject', 'RT::Ticket-31', 'Objects:Template', '', 'Objects:Attachment', '', 'Attachments:file', '', 'Objects:ObjectCustomFieldValue', '', 'Users:limit', '') called at /opt/rt3/share/html/Admin/Tools/Shredder/autohandler line 12
>HTML::Mason::Commands::__ANON__('Objects:Principal', '', 'Tickets:updated_before', '', 'Objects:Ticket', '', 'Objects:ScripCondition', '', 'Users:status', '', 'Objects:User', '', 'Plugin', 'Tickets', 'Objects:Transaction', '', 'Attachments:longer', '', 'Objects:Link', '', 'Users:email', '', 'Wipeout', 'Wipeout', 'Users:name', '', 'Tickets:status', 'open', 'Objects:GroupMember', '', 'Attachments:files_only', '', 'Objects:Group', '', 'Objects:limit', '', 'Objects:Scrip', '', 'Attachments:limit', '', 'Objects:CustomField', '', 'Objects:ACE', '', 'Objects:CachedGroupMember', '', 'Tickets:limit', '', 'Users:replace_relations', '', 'Objects:ScripAction', '', 'Objects:CustomFieldValue', '', 'Tickets:queue', '', 'Objects:Queue', '', 'WipeoutObject', 'RT::Ticket-31', 'Objects:Template', '', 'Objects:Attachment', '', 'Attachments:file', '', 'Objects:ObjectCustomFieldValue', '', 'Users:limit', '', 'Objects:Principal', '', 'Tickets:updated_before', '', 'Objects:Ticket', '', 'Objects:ScripCondition', '', 'Users:status', '', 'Objects:User', '', 'Plugin', 'Tickets', 'Objects:Transaction', '', 'Attachments:longer', '', 'Objects:Link', '', 'Users:email', '', 'Wipeout', 'Wipeout', 'Users:name', '', 'Tickets:status', 'open', 'Objects:GroupMember', '', 'Attachments:files_only', '', 'Objects:Group', '', 'Objects:limit', '', 'Objects:Scrip', '', 'Attachments:limit', '', 'Objects:CustomField', '', 'Objects:ACE', '', 'Objects:CachedGroupMember', '', 'Tickets:limit', '', 'Users:replace_relations', '', 'Objects:ScripAction', '', 'Objects:CustomFieldValue', '', 'Tickets:queue', '', 'Objects:Queue', '', 'WipeoutObject', 'RT::Ticket-31', 'Objects:Template', '', 'Objects:Attachment', '', 'Attachments:file', '', 'Objects:ObjectCustomFieldValue', '', 'Users:limit', '', 'Objects:Principal', '', 'Tickets:updated_before', '', 'Objects:ScripCondition', '', 'Objects:Ticket', '', 'Objects:User', '', 'Users:status', '', 'Plugin', 'Tickets', 'Objects:Transaction', '', 'Attachments:longer', '', 'Objects:Link', '', 'Users:email', '', 'Users:name', '', 'Wipeout', 'Wipeout', 'Objects:GroupMember', '', 'Tickets:status', 'open', 'Attachments:files_only', '', 'Objects:Group', '', 'Objects:Scrip', '', 'Objects:limit', '', 'Attachments:limit', '', 'Objects:ACE', '', 'Objects:CustomField', '', 'Objects:CachedGroupMember', '', 'Tickets:limit', '', 'Users:replace_relations', '', 'Objects:ScripAction', '', 'Objects:CustomFieldValue', '', 'Tickets:queue', '', 'Objects:Queue', '', 'WipeoutObject', 'RT::Ticket-31', 'Objects:Template', '', 'Objects:Attachment', '', 'Attachments:file', '', 'Objects:ObjectCustomFieldValue', '', 'Users:limit', '') 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(0xbd1e5f8)', 'Objects:Principal', '', 'Tickets:updated_before', '', 'Objects:Ticket', '', 'Objects:ScripCondition', '', 'Users:status', '', 'Objects:User', '', 'Plugin', 'Tickets', 'Objects:Transaction', '', 'Attachments:longer', '', 'Objects:Link', '', 'Users:email', '', 'Wipeout', 'Wipeout', 'Users:name', '', 'Tickets:status', 'open', 'Objects:GroupMember', '', 'Attachments:files_only', '', 'Objects:Group', '', 'Objects:limit', '', 'Objects:Scrip', '', 'Attachments:limit', '', 'Objects:CustomField', '', 'Objects:ACE', '', 'Objects:CachedGroupMember', '', 'Tickets:limit', '', 'Users:replace_relations', '', 'Objects:ScripAction', '', 'Objects:CustomFieldValue', '', 'Tickets:queue', '', 'Objects:Queue', '', 'WipeoutObject', 'RT::Ticket-31', 'Objects:Template', '', 'Objects:Attachment', '', 'Attachments:file', '', 'Objects:ObjectCustomFieldValue', '', 'Users:limit', '', 'Objects:Principal', '', 'Tickets:updated_before', '', 'Objects:Ticket', '', 'Objects:ScripCondition', '', 'Users:status', '', 'Objects:User', '', 'Plugin', 'Tickets', 'Objects:Transaction', '', 'Attachments:longer', '', 'Objects:Link', '', 'Users:email', '', 'Wipeout', 'Wipeout', 'Users:name', '', 'Tickets:status', 'open', 'Objects:GroupMember', '', 'Attachments:files_only', '', 'Objects:Group', '', 'Objects:limit', '', 'Objects:Scrip', '', 'Attachments:limit', '', 'Objects:CustomField', '', 'Objects:ACE', '', 'Objects:CachedGroupMember', '', 'Tickets:limit', '', 'Users:replace_relations', '', 'Objects:ScripAction', '', 'Objects:CustomFieldValue', '', 'Tickets:queue', '', 'Objects:Queue', '', 'WipeoutObject', 'RT::Ticket-31', 'Objects:Template', '', 'Objects:Attachment', '', 'Attachments:file', '', 'Objects:ObjectCustomFieldValue', '', 'Users:limit', '', 'Objects:Principal', '', 'Tickets:updated_before', '', 'Objects:ScripCondition', '', 'Objects:Ticket', '', 'Objects:User', '', 'Users:status', '', 'Plugin', 'Tickets', 'Objects:Transaction', '', 'Attachments:longer', '', 'Objects:Link', '', 'Users:email', '', 'Users:name', '', 'Wipeout', 'Wipeout', 'Objects:GroupMember', '', 'Tickets:status', 'open', 'Attachments:files_only', '', 'Objects:Group', '', 'Objects:Scrip', '', 'Objects:limit', '', 'Attachments:limit', '', 'Objects:ACE', '', 'Objects:CustomField', '', 'Objects:CachedGroupMember', '', 'Tickets:limit', '', 'Users:replace_relations', '', 'Objects:ScripAction', '', 'Objects:CustomFieldValue', '', 'Tickets:queue', '', 'Objects:Queue', '', 'WipeoutObject', 'RT::Ticket-31', 'Objects:Template', '', 'Objects:Attachment', '', 'Attachments:file', '', 'Objects:ObjectCustomFieldValue', '', 'Users:limit', '') called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1255
>eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1249
>HTML::Mason::Request::comp(undef, undef, 'Objects:Principal', '', 'Tickets:updated_before', '', 'Objects:Ticket', '', 'Objects:ScripCondition', '', 'Users:status', '', 'Objects:User', '', 'Plugin', 'Tickets', 'Objects:Transaction', '', 'Attachments:longer', '', 'Objects:Link', '', 'Users:email', '', 'Wipeout', 'Wipeout', 'Users:name', '', 'Tickets:status', 'open', 'Objects:GroupMember', '', 'Attachments:files_only', '', 'Objects:Group', '', 'Objects:limit', '', 'Objects:Scrip', '', 'Attachments:limit', '', 'Objects:CustomField', '', 'Objects:ACE', '', 'Objects:CachedGroupMember', '', 'Tickets:limit', '', 'Users:replace_relations', '', 'Objects:ScripAction', '', 'Objects:CustomFieldValue', '', 'Tickets:queue', '', 'Objects:Queue', '', 'WipeoutObject', 'RT::Ticket-31', 'Objects:Template', '', 'Objects:Attachment', '', 'Attachments:file', '', 'Objects:ObjectCustomFieldValue', '', 'Users:limit', '', 'Objects:Principal', '', 'Tickets:updated_before', '', 'Objects:Ticket', '', 'Objects:ScripCondition', '', 'Users:status', '', 'Objects:User', '', 'Plugin', 'Tickets', 'Objects:Transaction', '', 'Attachments:longer', '', 'Objects:Link', '', 'Users:email', '', 'Wipeout', 'Wipeout', 'Users:name', '', 'Tickets:status', 'open', 'Objects:GroupMember', '', 'Attachments:files_only', '', 'Objects:Group', '', 'Objects:limit', '', 'Objects:Scrip', '', 'Attachments:limit', '', 'Objects:CustomField', '', 'Objects:ACE', '', 'Objects:CachedGroupMember', '', 'Tickets:limit', '', 'Users:replace_relations', '', 'Objects:ScripAction', '', 'Objects:CustomFieldValue', '', 'Tickets:queue', '', 'Objects:Queue', '', 'WipeoutObject', 'RT::Ticket-31', 'Objects:Template', '', 'Objects:Attachment', '', 'Attachments:file', '', 'Objects:ObjectCustomFieldValue', '', 'Users:limit', '', 'Objects:Principal', '', 'Tickets:updated_before', '', 'Objects:ScripCondition', '', 'Objects:Ticket', '', 'Objects:User', '', 'Users:status', '', 'Plugin', 'Tickets', 'Objects:Transaction', '', 'Attachments:longer', '', 'Objects:Link', '', 'Users:email', '', 'Users:name', '', 'Wipeout', 'Wipeout', 'Objects:GroupMember', '', 'Tickets:status', 'open', 'Attachments:files_only', '', 'Objects:Group', '', 'Objects:Scrip', '', 'Objects:limit', '', 'Attachments:limit', '', 'Objects:ACE', '', 'Objects:CustomField', '', 'Objects:CachedGroupMember', '', 'Tickets:limit', '', 'Users:replace_relations', '', 'Objects:ScripAction', '', 'Objects:CustomFieldValue', '', 'Tickets:queue', '', 'Objects:Queue', '', 'WipeoutObject', 'RT::Ticket-31', 'Objects:Template', '', 'Objects:Attachment', '', 'Attachments:file', '', 'Objects:ObjectCustomFieldValue', '', 'Users:limit', '') called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 916
>HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xbd426cc)', 'Objects:Principal', '', 'Tickets:updated_before', '', 'Objects:ScripCondition', '', 'Objects:Ticket', '', 'Objects:User', '', 'Users:status', '', 'Plugin', 'Tickets', 'Objects:Transaction', '', 'Attachments:longer', '', 'Objects:Link', '', 'Users:email', '', 'Users:name', '', 'Wipeout', 'Wipeout', 'Objects:GroupMember', '', 'Tickets:status', 'open', 'Attachments:files_only', '', 'Objects:Group', '', 'Objects:Scrip', '', 'Objects:limit', '', 'Attachments:limit', '', 'Objects:ACE', '', 'Objects:CustomField', '', 'Objects:CachedGroupMember', '', 'Tickets:limit', '', 'Users:replace_relations', '', 'Objects:ScripAction', '', 'Objects:CustomFieldValue', '', 'Tickets:queue', '', 'Objects:Queue', '', 'WipeoutObject', 'RT::Ticket-31', 'Objects:Template', '', 'Objects:Attachment', '', 'Attachments:file', '', 'Objects:ObjectCustomFieldValue', '', 'Users:limit', '') called at /opt/rt3/share/html/Admin/autohandler line 47
>HTML::Mason::Commands::__ANON__('Objects:Principal', '', 'Tickets:updated_before', '', 'Objects:Ticket', '', 'Objects:ScripCondition', '', 'Users:status', '', 'Objects:User', '', 'Plugin', 'Tickets', 'Objects:Transaction', '', 'Attachments:longer', '', 'Objects:Link', '', 'Users:email', '', 'Wipeout', 'Wipeout', 'Users:name', '', 'Tickets:status', 'open', 'Objects:GroupMember', '', 'Attachments:files_only', '', 'Objects:Group', '', 'Objects:limit', '', 'Objects:Scrip', '', 'Attachments:limit', '', 'Objects:CustomField', '', 'Objects:ACE', '', 'Objects:CachedGroupMember', '', 'Tickets:limit', '', 'Users:replace_relations', '', 'Objects:ScripAction', '', 'Objects:CustomFieldValue', '', 'Tickets:queue', '', 'Objects:Queue', '', 'WipeoutObject', 'RT::Ticket-31', 'Objects:Template', '', 'Objects:Attachment', '', 'Attachments:file', '', 'Objects:ObjectCustomFieldValue', '', 'Users:limit', '', 'Objects:Principal', '', 'Tickets:updated_before', '', 'Objects:Ticket', '', 'Objects:ScripCondition', '', 'Users:status', '', 'Objects:User', '', 'Plugin', 'Tickets', 'Objects:Transaction', '', 'Attachments:longer', '', 'Objects:Link', '', 'Users:email', '', 'Wipeout', 'Wipeout', 'Users:name', '', 'Tickets:status', 'open', 'Objects:GroupMember', '', 'Attachments:files_only', '', 'Objects:Group', '', 'Objects:limit', '', 'Objects:Scrip', '', 'Attachments:limit', '', 'Objects:CustomField', '', 'Objects:ACE', '', 'Objects:CachedGroupMember', '', 'Tickets:limit', '', 'Users:replace_relations', '', 'Objects:ScripAction', '', 'Objects:CustomFieldValue', '', 'Tickets:queue', '', 'Objects:Queue', '', 'WipeoutObject', 'RT::Ticket-31', 'Objects:Template', '', 'Objects:Attachment', '', 'Attachments:file', '', 'Objects:ObjectCustomFieldValue', '', 'Users:limit', '') 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(0xaba14c4)', 'Objects:Principal', '', 'Tickets:updated_before', '', 'Objects:Ticket', '', 'Objects:ScripCondition', '', 'Users:status', '', 'Objects:User', '', 'Plugin', 'Tickets', 'Objects:Transaction', '', 'Attachments:longer', '', 'Objects:Link', '', 'Users:email', '', 'Wipeout', 'Wipeout', 'Users:name', '', 'Tickets:status', 'open', 'Objects:GroupMember', '', 'Attachments:files_only', '', 'Objects:Group', '', 'Objects:limit', '', 'Objects:Scrip', '', 'Attachments:limit', '', 'Objects:CustomField', '', 'Objects:ACE', '', 'Objects:CachedGroupMember', '', 'Tickets:limit', '', 'Users:replace_relations', '', 'Objects:ScripAction', '', 'Objects:CustomFieldValue', '', 'Tickets:queue', '', 'Objects:Queue', '', 'WipeoutObject', 'RT::Ticket-31', 'Objects:Template', '', 'Objects:Attachment', '', 'Attachments:file', '', 'Objects:ObjectCustomFieldValue', '', 'Users:limit', '', 'Objects:Principal', '', 'Tickets:updated_before', '', 'Objects:Ticket', '', 'Objects:ScripCondition', '', 'Users:status', '', 'Objects:User', '', 'Plugin', 'Tickets', 'Objects:Transaction', '', 'Attachments:longer', '', 'Objects:Link', '', 'Users:email', '', 'Wipeout', 'Wipeout', 'Users:name', '', 'Tickets:status', 'open', 'Objects:GroupMember', '', 'Attachments:files_only', '', 'Objects:Group', '', 'Objects:limit', '', 'Objects:Scrip', '', 'Attachments:limit', '', 'Objects:CustomField', '', 'Objects:ACE', '', 'Objects:CachedGroupMember', '', 'Tickets:limit', '', 'Users:replace_relations', '', 'Objects:ScripAction', '', 'Objects:CustomFieldValue', '', 'Tickets:queue', '', 'Objects:Queue', '', 'WipeoutObject', 'RT::Ticket-31', 'Objects:Template', '', 'Objects:Attachment', '', 'Attachments:file', '', 'Objects:ObjectCustomFieldValue', '', 'Users:limit', '') called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1255
>eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1249
>HTML::Mason::Request::comp(undef, undef, 'Objects:Principal', '', 'Tickets:updated_before', '', 'Objects:Ticket', '', 'Objects:ScripCondition', '', 'Users:status', '', 'Objects:User', '', 'Plugin', 'Tickets', 'Objects:Transaction', '', 'Attachments:longer', '', 'Objects:Link', '', 'Users:email', '', 'Wipeout', 'Wipeout', 'Users:name', '', 'Tickets:status', 'open', 'Objects:GroupMember', '', 'Attachments:files_only', '', 'Objects:Group', '', 'Objects:limit', '', 'Objects:Scrip', '', 'Attachments:limit', '', 'Objects:CustomField', '', 'Objects:ACE', '', 'Objects:CachedGroupMember', '', 'Tickets:limit', '', 'Users:replace_relations', '', 'Objects:ScripAction', '', 'Objects:CustomFieldValue', '', 'Tickets:queue', '', 'Objects:Queue', '', 'WipeoutObject', 'RT::Ticket-31', 'Objects:Template', '', 'Objects:Attachment', '', 'Attachments:file', '', 'Objects:ObjectCustomFieldValue', '', 'Users:limit', '', 'Objects:Principal', '', 'Tickets:updated_before', '', 'Objects:Ticket', '', 'Objects:ScripCondition', '', 'Users:status', '', 'Objects:User', '', 'Plugin', 'Tickets', 'Objects:Transaction', '', 'Attachments:longer', '', 'Objects:Link', '', 'Users:email', '', 'Wipeout', 'Wipeout', 'Users:name', '', 'Tickets:status', 'open', 'Objects:GroupMember', '', 'Attachments:files_only', '', 'Objects:Group', '', 'Objects:limit', '', 'Objects:Scrip', '', 'Attachments:limit', '', 'Objects:CustomField', '', 'Objects:ACE', '', 'Objects:CachedGroupMember', '', 'Tickets:limit', '', 'Users:replace_relations', '', 'Objects:ScripAction', '', 'Objects:CustomFieldValue', '', 'Tickets:queue', '', 'Objects:Queue', '', 'WipeoutObject', 'RT::Ticket-31', 'Objects:Template', '', 'Objects:Attachment', '', 'Attachments:file', '', 'Objects:ObjectCustomFieldValue', '', 'Users:limit', '') called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 916
>HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xbd426cc)', 'Objects:Principal', '', 'Tickets:updated_before', '', 'Objects:Ticket', '', 'Objects:ScripCondition', '', 'Users:status', '', 'Objects:User', '', 'Plugin', 'Tickets', 'Objects:Transaction', '', 'Attachments:longer', '', 'Objects:Link', '', 'Users:email', '', 'Wipeout', 'Wipeout', 'Users:name', '', 'Tickets:status', 'open', 'Objects:GroupMember', '', 'Attachments:files_only', '', 'Objects:Group', '', 'Objects:limit', '', 'Objects:Scrip', '', 'Attachments:limit', '', 'Objects:CustomField', '', 'Objects:ACE', '', 'Objects:CachedGroupMember', '', 'Tickets:limit', '', 'Users:replace_relations', '', 'Objects:ScripAction', '', 'Objects:CustomFieldValue', '', 'Tickets:queue', '', 'Objects:Queue', '', 'WipeoutObject', 'RT::Ticket-31', 'Objects:Template', '', 'Objects:Attachment', '', 'Attachments:file', '', 'Objects:ObjectCustomFieldValue', '', 'Users:limit', '') called at /opt/rt3/share/html/autohandler line 247
>HTML::Mason::Commands::__ANON__('Objects:Principal', '', 'Tickets:updated_before', '', 'Objects:Ticket', '', 'Objects:ScripCondition', '', 'Users:status', '', 'Objects:User', '', 'Plugin', 'Tickets', 'Objects:Transaction', '', 'Attachments:longer', '', 'Objects:Link', '', 'Users:email', '', 'Wipeout', 'Wipeout', 'Users:name', '', 'Tickets:status', 'open', 'Objects:GroupMember', '', 'Attachments:files_only', '', 'Objects:Group', '', 'Objects:limit', '', 'Objects:Scrip', '', 'Attachments:limit', '', 'Objects:CustomField', '', 'Objects:ACE', '', 'Objects:CachedGroupMember', '', 'Tickets:limit', '', 'Users:replace_relations', '', 'Objects:ScripAction', '', 'Objects:CustomFieldValue', '', 'Tickets:queue', '', 'Objects:Queue', '', 'WipeoutObject', 'RT::Ticket-31', 'Objects:Template', '', 'Objects:Attachment', '', 'Attachments:file', '', 'Objects:ObjectCustomFieldValue', '', 'Users:limit', '') 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(0xb5407b0)', 'Objects:Principal', '', 'Tickets:updated_before', '', 'Objects:Ticket', '', 'Objects:ScripCondition', '', 'Users:status', '', 'Objects:User', '', 'Plugin', 'Tickets', 'Objects:Transaction', '', 'Attachments:longer', '', 'Objects:Link', '', 'Users:email', '', 'Wipeout', 'Wipeout', 'Users:name', '', 'Tickets:status', 'open', 'Objects:GroupMember', '', 'Attachments:files_only', '', 'Objects:Group', '', 'Objects:limit', '', 'Objects:Scrip', '', 'Attachments:limit', '', 'Objects:CustomField', '', 'Objects:ACE', '', 'Objects:CachedGroupMember', '', 'Tickets:limit', '', 'Users:replace_relations', '', 'Objects:ScripAction', '', 'Objects:CustomFieldValue', '', 'Tickets:queue', '', 'Objects:Queue', '', 'WipeoutObject', 'RT::Ticket-31', 'Objects:Template', '', 'Objects:Attachment', '', 'Attachments:file', '', 'Objects:ObjectCustomFieldValue', '', 'Users:limit', '') called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1250
>eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1249
>HTML::Mason::Request::comp(undef, undef, undef, 'Objects:Principal', '', 'Tickets:updated_before', '', 'Objects:Ticket', '', 'Objects:ScripCondition', '', 'Users:status', '', 'Objects:User', '', 'Plugin', 'Tickets', 'Objects:Transaction', '', 'Attachments:longer', '', 'Objects:Link', '', 'Users:email', '', 'Wipeout', 'Wipeout', 'Users:name', '', 'Tickets:status', 'open', 'Objects:GroupMember', '', 'Attachments:files_only', '', 'Objects:Group', '', 'Objects:limit', '', 'Objects:Scrip', '', 'Attachments:limit', '', 'Objects:CustomField', '', 'Objects:ACE', '', 'Objects:CachedGroupMember', '', 'Tickets:limit', '', 'Users:replace_relations', '', 'Objects:ScripAction', '', 'Objects:CustomFieldValue', '', 'Tickets:queue', '', 'Objects:Queue', '', 'WipeoutObject', 'RT::Ticket-31', 'Objects:Template', '', 'Objects:Attachment', '', 'Attachments:file', '', 'Objects:ObjectCustomFieldValue', '', 'Users:limit', '') called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 461
>eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 461
>eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 413
>HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xbd426cc)') called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line 167
>HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xbd426cc)') called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line 817
>HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xac54ca4)', 'Apache2::RequestRec=SCALAR(0xbf944f8)') called at /opt/rt3/bin/webmux.pl line 122
>eval {...} at /opt/rt3/bin/webmux.pl line 122
>RT::Mason::handler('Apache2::RequestRec=SCALAR(0xbf944f8)') called at -e line 0
>eval {...} at -e line 0
>
>------------------------------------------------------------------------
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
>Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>San Francisco - Find out more at http://bestpractical.com/services/training.html
>



From mike at tekniq.org  Sun Mar 19 11:55:23 2006
From: mike at tekniq.org (Michael Shanks)
Date: Sun, 19 Mar 2006 16:55:23 -0000
Subject: [rt-users] Self user creation
Message-ID: <20060319165530.22F514D80CD@diesel.bestpractical.com>

Hello, 

 

I currently have my helpdesks configured to mail out a username and password
upon submission of a ticket, I see that RT is designed not to allow people
to create their own username and password but I was wondering if anyone had
configured their RT to allow users to sign up themselves via a web
interface.

 

Best Regards

Michael Shanks

 

 

 


-- 
No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.1.385 / Virus Database: 268.2.5/284 - Release Date: 17/03/2006
 
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From rtb0y at yahoo.com  Sun Mar 19 20:10:33 2006
From: rtb0y at yahoo.com (jay alvarez)
Date: Sun, 19 Mar 2006 17:10:33 -0800 (PST)
Subject: [rt-users] [Mason] File does not exist (fetchmail no longer
	forwards email to queue
In-Reply-To: <20060317161643.GG15068@bestpractical.com>
Message-ID: <20060320011033.90224.qmail@web90107.mail.scd.yahoo.com>

Hi,
 
 I recently modified some queue names and make sure that it reflects my .fetchmailrc, however, when I run fetchmail, I got these errors:
 
 
 fetchmail: WARNING: Running as root is discouraged.
 1 message for trouble at mail.example.com (1073 octets).
 reading message trouble at mail.example.com:1 of 1 (1073 octets) .Argument "                               3.17_01" isn't numeric in subroutine entry at /usr/local/lib/perl5/site                               _perl/5.8.7/HTML/Formatter.pm line 106, <> line 1.
 An Error Occurred
 =================
 
 404 Not Found
 fetchmail: MDA returned nonzero status 75
  not flushed
 
 
 Apache http-err.log has this line:
 
 [Mon Mar 20 08:56:00 2006] [error] [Mason] File does not exist: /usr/local/rt3/share/html/rt//REST/1.0/NoAuth/mail-gateway
 
 I'm not sure how to set this right, but mail-gateway is located inside
 /usr/local/rt3/share/html/REST/1.0/NoAuth/
 and not the path that was constructed above..
 
 I'm not sure but I had this problem when I changed WebURL, WebPath etc. in my RT_SiteConfig.pm because rt is the only content in my web server and I have changed my DocumentRoot to the share/html path of rt..
 
 Given my setup above, are these settings correct???
 
 Set($WebPath , "");
 Set($WebBaseURL , "https://rt.example.com");
 Set($WebURL , $WebBaseURL . $WebPath . "/");
 Set($WebImagesURL , $WebPath . "/NoAuth/images/");
 
 
 Now in my httpd.conf:
 
 _______________________________________
 DocumentRoot "/usr/local/rt3/share/html"
 
 PerlModule Apache::DBI
 PerlRequire /usr/local/rt3/bin/webmux.pl
 
 <Directory /usr/local/rt3/share>
   AllowOverride All
   Options ExecCGI FollowSymLinks
   <IfModule mod_access.c>
         Order allow,deny
       Allow from all
   </IfModule>
 </Directory>
 
 <Location />
   RewriteEngine On
   RedirectMatch permanent (.*)/$ $1/index.html
   AddDefaultCharset UTF-8
   SetHandler perl-script
   PerlHandler RT::Mason
 </Location>
 --------------------------------------------------------------------------
 
 
 Any idea??
 Thanks...
 -jay
 

		
---------------------------------
Yahoo! Mail
Bring photos to life! New PhotoMail  makes sharing a breeze. 
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From rtb0y at yahoo.com  Mon Mar 20 01:12:28 2006
From: rtb0y at yahoo.com (jay alvarez)
Date: Sun, 19 Mar 2006 22:12:28 -0800 (PST)
Subject: [rt-users] RT+LDAP (no one can create ticket except existing
	users).. help..
Message-ID: <20060320061228.65377.qmail@web90109.mail.scd.yahoo.com>

Good day!
 
 Below are the log files taken from apache and rt... when I tried creating a ticket in a queue by sending an email. I made it sure that Everyone has CreateTicket right in that queue. Thus this error contained in my httpd-error.log below is invalid:
 
 "You might need to grant 'Everyone' the right 'CreateTicket' for the
  queue Network Operations."
 
 or is it just a cached object that needs to be flushed??  How??
 
 I'm thinking perhaps it has something to do with my current LDAP setup as my debug.log below shows that it seems like rt is trying to use search my ldap server for informations, not sure though. Please help me..
 
 Just tell me if you need anymore information regarding my problem.
 Thanks!!.
 
 
 
 RT version: 3.4.5
 
 
 
 
 
 
 httpd-error.log:
 
 [Mon Mar 20 05:43:56 2006] [crit]: User creation failed in mailgateway: Could not set user info (/usr/local/rt
 3/lib/RT/Interface/Email.pm:302)
 [Mon Mar 20 05:43:56 2006] [crit]: User  'mjalvarez at fastmail.fm' could not be loaded in the mail gateway (/usr
 /local/rt3/lib/RT/Interface/Email.pm:318)
 [Mon Mar 20 05:43:57 2006] [error]: RT could not load a valid user, and RT's configuration does not allow
 for the creation of a new user for this email (mjalvarez at fastmail.fm).
 
 You might need to grant 'Everyone' the right 'CreateTicket' for the
 queue Network Operations.
 
  (/usr/local/rt3/lib/RT/Interface/Email.pm:639)
 [Mon Mar 20 05:43:57 2006] [error]: RT could not load a valid user, and RT's configuration does not allow
 for the creation of a new user for your email.
 
 
 
 
 debug.log:
 ___________________________________________________________________________
 zinnia RT: Converting 'ISO-8859-1' to 'utf-8' for text/plain - testing ticket create from unknown user.
 zinnia RT: RT::User::CanonicalizeEmailAddress : called with "mjalvarez at fastmail.fm" by RT::CurrentUser /usr/local/rt3/lib/RT/CurrentUser.pm zinnia RT: RT::User::LookupExternalUserInfo called with baseDN "ou=people,o=example,dc=com" and filter "mail=mjalvarez at fastmail.fm" by RT::User /usr/local/rt3/lib/RT/User_Local.pm 318
 Mar 20 13:52:37 zinnia RT: RT::User::LookupExternalUserInfo called with baseDN "ou=people,o=example,dc=com" and filter "mailRoutingAddress=mjalvarez at fastmail.fm" by RT::User /usr/local/rt3/lib/RT/User_Local.pm
  318
 zinnia RT: RT::User::LookupExternalUserInfo called with baseDN "ou=people,o=example,dc=com" and filter "mailAlternateAddress=mjalvarez at fastmail.fm" by RT::User /usr/local/rt3/lib/RT/User_Local.pm 318
 Mar 20 13:52:37 zinnia RT: RT::User::CanonicalizeUserInfo  called by RT::User /usr/local/rt3/lib/RT/User_Overl
 ay.pm 191 with: Comments: Autocreated on ticket submission, Disabled: 0, EmailAddress: mjalvarez at fastmail.fm,
 Name: mjalvarez at fastmail.fm, Password: , Privileged: 0, RealName: "Mark Jayson Alvarez"
 Mar 20 13:52:37 zinnia RT: RT::User::LookupExternalUserInfo called with baseDN "ou=people,o=example,dc=com" and filter "uid=mjalvarez at fastmail.fm" by RT::User /usr/local/rt3/lib/RT/User_Local.pm 374
 Mar 20 13:52:37 zinnia RT: RT::User::LookupExternalUserInfo called with baseDN "ou=people,o=example,dc=com" and filter "mailAlternateAddress=mjalvarez at fastmail.fm" by RT::User /usr/local/rt3/lib/RT/User_Local.pm 374
 zinnia RT: RT::User::LookupExternalUserInfo called with baseDN "ou=people,o=example,dc=com" and filter "cn="Mark Jayson Alvarez"" by RT::User /usr/local/rt3/lib/RT/User_Local.pm 374
 Mar 20 13:52:37 zinnia RT: RT::User::CanonicalizeEmailAddress : called with "mjalvarez at fastmail.fm" by RT::Use
 r /usr/local/rt3/lib/RT/User_Overlay.pm 562
 Mar 20 13:52:37 zinnia RT: RT::User::LookupExternalUserInfo called with baseDN "ou=people,o=example,dc=com" and filter "mail=mjalvarez at fastmail.fm" by RT::User /usr/local/rt3/lib/RT/User_Local.pm 318
 Mar 20 13:52:37 zinnia RT: RT::User::LookupExternalUserInfo called with baseDN "ou=people,o=example,dc=com" and filter "mailRoutingAddress=mjalvarez at fastmail.fm" by RT::User /usr/local/rt3/lib/RT/User_Local.pm
 -------------------------------------------------------------------------------------------
 
  
---------------------------------
Brings words and photos together (easily) with
 PhotoMail  - it's free and works with Yahoo! Mail.
--0-702927100-1142834841=:71512
Content-Type: text/html; charset=iso-8859-1
Content-Transfer-Encoding: 8bit

Good day!
 
 Below are the log files taken from apache and rt... when I tried creating a ticket in a queue by sendin an email. I made it sure that Everyone has CreateTicket right in that queue. Thus this error contained in my httpd-error.log below is invalid:
 
 "You might need to grant 'Everyone' the right 'CreateTicket' for the
  queue Network Operations."
 
 or is it just a cached object that needs to be flushed?? 
 
 I'm thinking perhaps it has something to do with my current LDAP setup as my  debug.log below shows that it seems like rt is trying to use search my ldap server for informations, not sure though. Please help me..
 
 Just tell me if you need anymore information regarding my problem.
 Thanks!!.
 
 
 
 RT version: 3.4.5
 
 
 
 
 
 
 httpd-error.log:
 
 [Mon Mar 20 05:43:56 2006] [crit]: User creation failed in mailgateway: Could not set user info (/usr/local/rt

 3/lib/RT/Interface/Email.pm:302)
 [Mon Mar 20 05:43:56 2006] [crit]: User  'mjalvarez at fastmail.fm' could not be loaded in the mail gateway (/usr
 /local/rt3/lib/RT/Interface/Email.pm:318)
 [Mon Mar 20 05:43:57 2006] [error]: RT could not load a valid user, and RT's configuration does not allow
 for the creation of a new user for this email (mjalvarez at fastmail.fm).
 
 You might need to grant 'Everyone' the right 'CreateTicket' for the
 queue Network Operations.
 
  (/usr/local/rt3/lib/RT/Interface/Email.pm:639)
 [Mon Mar 20 05:43:57 2006] [error]: RT could not load a valid user, and RT's configuration does not allow
 for the creation of a new user for your email.
 
 
 
 
 debug.log:
 ___________________________________________________________________________
 zinnia RT: Converting 'ISO-8859-1' to 'utf-8' for text/plain - testing ticket create from unknown user.
 zinnia RT: RT::User::CanonicalizeEmailAddress : called
 with "mjalvarez at fastmail.fm" by RT::CurrentUser /usr/local/rt3/lib/RT/CurrentUser.pm zinnia RT: RT::User::LookupExternalUserInfo called with baseDN "ou=people,o=example,dc=com" and filter "mail=mjalvarez at fastmail.fm" by RT::User /usr/local/rt3/lib/RT/User_Local.pm 318
 Mar 20 13:52:37 zinnia RT: RT::User::LookupExternalUserInfo called with baseDN "ou=people,o=example,dc=com" and filter "mailRoutingAddress=mjalvarez at fastmail.fm" by RT::User /usr/local/rt3/lib/RT/User_Local.pm
  318
 zinnia RT: RT::User::LookupExternalUserInfo called with baseDN "ou=people,o=example,dc=com" and filter "mailAlternateAddress=mjalvarez at fastmail.fm" by RT::User /usr/local/rt3/lib/RT/User_Local.pm 318
 Mar 20 13:52:37 zinnia RT: RT::User::CanonicalizeUserInfo  called by RT::User /usr/local/rt3/lib/RT/User_Overl
 ay.pm 191 with: Comments: Autocreated on ticket submission, Disabled: 0, EmailAddress: mjalvarez at fastmail.fm,
 Name: mjalvarez at fastmail.fm, Password: , Privileged: 0,
 RealName: "Mark Jayson Alvarez"
 Mar 20 13:52:37 zinnia RT: RT::User::LookupExternalUserInfo called with baseDN "ou=people,o=example,dc=com" and filter "uid=mjalvarez at fastmail.fm" by RT::User /usr/local/rt3/lib/RT/User_Local.pm 374
 Mar 20 13:52:37 zinnia RT: RT::User::LookupExternalUserInfo called with baseDN "ou=people,o=example,dc=com" and filter "mailAlternateAddress=mjalvarez at fastmail.fm" by RT::User /usr/local/rt3/lib/RT/User_Local.pm 374
 zinnia RT: RT::User::LookupExternalUserInfo called with baseDN "ou=people,o=example,dc=com" and filter "cn="Mark Jayson Alvarez"" by RT::User /usr/local/rt3/lib/RT/User_Local.pm 374
 Mar 20 13:52:37 zinnia RT: RT::User::CanonicalizeEmailAddress : called with "mjalvarez at fastmail.fm" by RT::Use
 r /usr/local/rt3/lib/RT/User_Overlay.pm 562
 Mar 20 13:52:37 zinnia RT: RT::User::LookupExternalUserInfo called with baseDN "ou=people,o=example,dc=com" and filter "mail=mjalvarez at fastmail.fm" by RT::User
 /usr/local/rt3/lib/RT/User_Local.pm 318
 Mar 20 13:52:37 zinnia RT: RT::User::LookupExternalUserInfo called with baseDN "ou=people,o=example,dc=com" and filter "mailRoutingAddress=mjalvarez at fastmail.fm" by RT::User /usr/local/rt3/lib/RT/User_Local.pm


		
---------------------------------
 Yahoo! Mail
 Use Photomail to share photos without annoying attachments.
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From carles at lleida.net  Fri Mar 17 05:50:51 2006
From: carles at lleida.net (Carles Molgo)
Date: Fri, 17 Mar 2006 11:50:51 +0100
Subject: [rt-users] Delete Tickets
Message-ID: <441A948B.5000907@lleida.net>

Hi,

    There's any way to delete all tickets that Subject contains a 
specific word?

    Can I do an update to my database like "UPDATE Tickets SET 
Status='delete' WHERE Subject LIKE '%word"' and (Status='new' or 
Status='open');" ? I have 7000 tickets to delete.

Thanks!

(Sorry for my bad english)




From ruslan.zakirov at gmail.com  Mon Mar 20 03:27:10 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Mon, 20 Mar 2006 11:27:10 +0300
Subject: [rt-users] Delete Tickets
In-Reply-To: <441A948B.5000907@lleida.net>
References: <441A948B.5000907@lleida.net>
Message-ID: <589c94400603200027s5751fa20w8e7c95fa8a131c62@mail.gmail.com>

On 3/17/06, Carles Molgo <carles at lleida.net> wrote:
> Hi,
>
>     There's any way to delete all tickets that Subject contains a
> specific word?
>
>     Can I do an update to my database like "UPDATE Tickets SET
> Status='delete' WHERE Subject LIKE '%word"' and (Status='new' or
> Status='open');" ? I have 7000 tickets to delete.
It's better to use API for such things.
You can use simple script like attached one to do such things.

>
> Thanks!
>

--
Best regards, Ruslan.
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From ruslan.zakirov at gmail.com  Mon Mar 20 03:32:32 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Mon, 20 Mar 2006 11:32:32 +0300
Subject: [rt-users] RT could not load a valid user,
	and RT's configuration does not allow for the creation of a new user
	for your email.
In-Reply-To: <44197F8F.3090009@adastral.ucl.ac.uk>
References: <44197576.2010104@adastral.ucl.ac.uk>
	<20060316142741.GO15068@bestpractical.com>
	<441977E7.8030006@adastral.ucl.ac.uk>
	<20060316150328.GU15068@bestpractical.com>
	<44197F8F.3090009@adastral.ucl.ac.uk>
Message-ID: <589c94400603200032s2fd99131mc2301e9ea90e88bd@mail.gmail.com>

Do you use third party external auth extensions?

On 3/16/06, Neil Marjoram <n.marjoram at adastral.ucl.ac.uk> wrote:
> Jesse,
>
> No difference, I then added all rights to Everyone and Unprivileged just
> to see, but no difference.
>
> Many thanks,
>
> Neil.
>
> Jesse Vincent wrote:
>
> >
> >On Thu, Mar 16, 2006 at 02:36:23PM +0000, Neil Marjoram wrote:
> >
> >
> >>Jesse,
> >>
> >>Sorry, should have said, I granted the right to group 'everyone' on the
> >>General queue.
> >>
> >>
> >
> >Hm. For kicks, try granting it to Unprivileged users?
> >
> >
> >
> >
> >>Many thanks,
> >>
> >>Neil.
> >>
> >>
> >>
> >>Jesse Vincent wrote:
> >>
> >>
> >>
> >>>On Thu, Mar 16, 2006 at 02:25:58PM +0000, Neil Marjoram wrote:
> >>>
> >>>
> >>>
> >>>
> >>>>I need to allow external users to send requests to the general queue, I
> >>>>have granted createticket, but they are still denied and I get this
> >>>>message in the log :
> >>>>
> >>>>
> >>>>
> >>>>
> >>>Whom have you granted that right to?
> >>>
> >>>
> >>>
> >>>
> >>--
> >>Neil Marjoram
> >>Systems Manager
> >>Adastral Park Campus
> >>University College London
> >>Ross Building
> >>Adastral Park
> >>Martlesham Heath
> >>Ipswich - Suffolk
> >>IP5 3RE
> >>
> >>Tel: 01473 663711
> >>Fax: 01473 635199
> >>
> >>
> >>Reclaim Your Inbox!
> >>http://www.mozilla.org/products/thunderbird
> >>
> >>
> >>
> >
> >
> >
>
> --
> Neil Marjoram
> Systems Manager
> Adastral Park Campus
> University College London
> Ross Building
> Adastral Park
> Martlesham Heath
> Ipswich - Suffolk
> IP5 3RE
>
> Tel: 01473 663711
> Fax: 01473 635199
>
>
> Reclaim Your Inbox!
> http://www.mozilla.org/products/thunderbird
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>


--
Best regards, Ruslan.

From ruslan.zakirov at gmail.com  Mon Mar 20 04:24:49 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Mon, 20 Mar 2006 12:24:49 +0300
Subject: [rt-users] 3.6.0pre at a glance search page
In-Reply-To: <3387BC63-3E2B-470E-9954-C0951E066472@geneseo.edu>
References: <3387BC63-3E2B-470E-9954-C0951E066472@geneseo.edu>
Message-ID: <589c94400603200124j6f11d57av3c8fd694283ebb81@mail.gmail.com>

On 3/17/06, Shawn Plummer <plummer at geneseo.edu> wrote:
> I have a few questions about customizing the at a glance search page.
>
> Is there a way to reset the built in searches to their defaults.
>
> Where is the info about a users custom at a glance page stored? where
> are a user's custom searches stored?
In the DB, table attributes.

>
> I modified the Top N tickets owned by you search area to add
> requester, I did this as a super-user. It now shows up for other
> users of the system but appears to have broken my search because now
> tickets are shown now.
>
> Is this a bug? Has anyone else seen this issue?
Something like this was reported several times and may be allready
fixed in the latest revisions.

>
> ~~~~~~~~~~~~~
> Shawn Plummer
> Systems Manager
> CIT SUNY Geneseo

--
Best regards, Ruslan.

From ruslan.zakirov at gmail.com  Mon Mar 20 04:26:38 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Mon, 20 Mar 2006 12:26:38 +0300
Subject: [rt-users] 10 tickets I requested
In-Reply-To: <04134A5C87350A45957B81F742510F0202AC612F@sfmail.sf.akqa.com>
References: <04134A5C87350A45957B81F742510F0202AC612F@sfmail.sf.akqa.com>
Message-ID: <589c94400603200126vc0b0cdch32b67e03629d1552@mail.gmail.com>

search in archives

On 3/18/06, Yevgeniy Busel <yevgeniy.busel at sf.akqa.com> wrote:
>
> Does anyone know how to change in RT at glance  10 newest unowned tickets to
> 10 highest priority tickets I requested ?
> I'm running RT 3.4.4
>
> Thank you in advance.
>
>
> Yevgeniy Busel
> Network/System Administrator
> yevgeniy.busel at akqa.com
>
> AKQA Inc.,
> 118 King Street, 6th Floor
> San Francisco, CA 94107
> Tel: 415.645.9483   Fax: 415.645.9420    www.akqa.com
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical:
> http://bestpractical.com/about/jobs.html
>
>


--
Best regards, Ruslan.

From ruslan.zakirov at gmail.com  Mon Mar 20 04:38:29 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Mon, 20 Mar 2006 12:38:29 +0300
Subject: [rt-users] RT could not load a valid user,
	and RT's configuration does not allow for the creation of a new user
	for your email.
In-Reply-To: <589c94400603200032s2fd99131mc2301e9ea90e88bd@mail.gmail.com>
References: <44197576.2010104@adastral.ucl.ac.uk>
	<20060316142741.GO15068@bestpractical.com>
	<441977E7.8030006@adastral.ucl.ac.uk>
	<20060316150328.GU15068@bestpractical.com>
	<44197F8F.3090009@adastral.ucl.ac.uk>
	<589c94400603200032s2fd99131mc2301e9ea90e88bd@mail.gmail.com>
Message-ID: <589c94400603200138m6ff448a5p7a93155ee5377cc4@mail.gmail.com>

I found in your previouse message note that you use LDAP overlay from
the wiki. Could you share your RT config options related to external
auth?
Most probably you need $WebFallbackToInternalAuth to be true or may be
it's limitation of the this overlay. Jim?


On 3/20/06, Ruslan Zakirov <ruslan.zakirov at gmail.com> wrote:
> Do you use third party external auth extensions?
>
> On 3/16/06, Neil Marjoram <n.marjoram at adastral.ucl.ac.uk> wrote:
> > Jesse,
> >
> > No difference, I then added all rights to Everyone and Unprivileged just
> > to see, but no difference.
> >
> > Many thanks,
> >
> > Neil.
> >
> > Jesse Vincent wrote:
> >
> > >
> > >On Thu, Mar 16, 2006 at 02:36:23PM +0000, Neil Marjoram wrote:
> > >
> > >
> > >>Jesse,
> > >>
> > >>Sorry, should have said, I granted the right to group 'everyone' on the
> > >>General queue.
> > >>
> > >>
> > >
> > >Hm. For kicks, try granting it to Unprivileged users?
> > >
> > >
> > >
> > >
> > >>Many thanks,
> > >>
> > >>Neil.
> > >>
> > >>
> > >>
> > >>Jesse Vincent wrote:
> > >>
> > >>
> > >>
> > >>>On Thu, Mar 16, 2006 at 02:25:58PM +0000, Neil Marjoram wrote:
> > >>>
> > >>>
> > >>>
> > >>>
> > >>>>I need to allow external users to send requests to the general queue, I
> > >>>>have granted createticket, but they are still denied and I get this
> > >>>>message in the log :
> > >>>>
> > >>>>
> > >>>>
> > >>>>
> > >>>Whom have you granted that right to?
> > >>>
> > >>>
> > >>>
> > >>>
> > >>--
> > >>Neil Marjoram
> > >>Systems Manager
> > >>Adastral Park Campus
> > >>University College London
> > >>Ross Building
> > >>Adastral Park
> > >>Martlesham Heath
> > >>Ipswich - Suffolk
> > >>IP5 3RE
> > >>
> > >>Tel: 01473 663711
> > >>Fax: 01473 635199
> > >>
> > >>
> > >>Reclaim Your Inbox!
> > >>http://www.mozilla.org/products/thunderbird
> > >>
> > >>
> > >>
> > >
> > >
> > >
> >
> > --
> > Neil Marjoram
> > Systems Manager
> > Adastral Park Campus
> > University College London
> > Ross Building
> > Adastral Park
> > Martlesham Heath
> > Ipswich - Suffolk
> > IP5 3RE
> >
> > Tel: 01473 663711
> > Fax: 01473 635199
> >
> >
> > Reclaim Your Inbox!
> > http://www.mozilla.org/products/thunderbird
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
> >
> > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
> >
>
>
> --
> Best regards, Ruslan.
>


--
Best regards, Ruslan.

From ruslan.zakirov at gmail.com  Mon Mar 20 04:46:43 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Mon, 20 Mar 2006 12:46:43 +0300
Subject: [rt-users] RT+LDAP (no one can create ticket except existing
	users).. help..
In-Reply-To: <20060320061228.65377.qmail@web90109.mail.scd.yahoo.com>
References: <20060320061228.65377.qmail@web90109.mail.scd.yahoo.com>
Message-ID: <589c94400603200146ke38f9c1s52aeeb2fefa35d88@mail.gmail.com>

Just few seconds ago replied on the message with the same problem with
subject "RT could not load a valid user, and RT's configuration".
Try to set "$WebFallbackToInternalAuth" config option to true (don't
forget to stop and start sever).

PS: added author of the LDAP overlay to the Cc list.

On 3/20/06, jay alvarez <rtb0y at yahoo.com> wrote:
> Good day!
>
>  Below are the log files taken from apache and rt... when I tried creating a
> ticket in a queue by sending an email. I made it sure that Everyone has
> CreateTicket right in that queue. Thus this error contained in my
> httpd-error.log below is invalid:
>
>  "You might need to grant 'Everyone' the right 'CreateTicket' for the
>  queue Network Operations."
>
>  or is it just a cached object that needs to be flushed??  How??
>
>  I'm thinking perhaps it has something to do with my current LDAP setup as
> my debug.log below shows that it seems like rt is trying to use search my
> ldap server for informations, not sure though. Please help me..
>
>  Just tell me if you need anymore information regarding my problem.
>  Thanks!!.
>
>
>
>  RT version: 3.4.5
>
>
>
>
>
>
>  httpd-error.log:
>
>  [Mon Mar 20 05:43:56 2006] [crit]: User creation failed in mailgateway:
> Could not set user info (/usr/local/rt
>  3/lib/RT/Interface/Email.pm:302)
>  [Mon Mar 20 05:43:56 2006] [crit]: User 'mjalvarez at fastmail.fm' could not
> be loaded in the mail gateway (/usr
>  /local/rt3/lib/RT/Interface/Email.pm:318)
>  [Mon Mar 20 05:43:57 2006] [error]: RT could not load a valid user, and
> RT's configuration does not allow
>  for the creation of a new user for this email (mjalvarez at fastmail.fm).
>
>  You might need to grant 'Everyone' the right 'CreateTicket' for the
>  queue Network Operations.
>
>  (/usr/local/rt3/lib/RT/Interface/Email.pm:639)
>  [Mon Mar 20 05:43:57 2006] [error]: RT could not load a valid user, and
> RT's configuration does not allow
>  for the creation of a new user for your email.
>
>
>
>
>  debug.log:
> ___________________________________________________________________________
>  zinnia RT: Converting 'ISO-8859-1' to 'utf-8' for text/plain - testing
> ticket create from unknown user.
>  zinnia RT: RT::User::CanonicalizeEmailAddress : called
> with "mjalvarez at fastmail.fm" by RT::CurrentUser
> /usr/local/rt3/lib/RT/CurrentUser.pm zinnia RT:
> RT::User::LookupExternalUserInfo called with baseDN
> "ou=people,o=example,dc=com" and filter "mail=mjalvarez at fastmail.fm" by
> RT::User /usr/local/rt3/lib/RT/User_Local.pm 318
>  Mar 20 13:52:37 zinnia RT:
> RT::User::LookupExternalUserInfo called with baseDN
> "ou=people,o=example,dc=com" and filter
> "mailRoutingAddress=mjalvarez at fastmail.fm" by RT::User
> /usr/local/rt3/lib/RT/User_Local.pm
>  318
>  zinnia RT: RT::User::LookupExternalUserInfo called with
> baseDN "ou=people,o=example,dc=com" and filter
> "mailAlternateAddress=mjalvarez at fastmail.fm" by RT::User
> /usr/local/rt3/lib/RT/User_Local.pm 318
>  Mar 20 13:52:37 zinnia RT: RT::User::CanonicalizeUserInfo called by
> RT::User /usr/local/rt3/lib/RT/User_Overl
>  ay.pm 191 with: Comments: Autocreated on ticket submission, Disabled: 0,
> EmailAddress: mjalvarez at fastmail.fm,
>  Name: mjalvarez at fastmail.fm, Password: , Privileged: 0, RealName: "Mark
> Jayson Alvarez"
>  Mar 20 13:52:37 zinnia RT:
> RT::User::LookupExternalUserInfo called with baseDN
> "ou=people,o=example,dc=com" and filter "uid=mjalvarez at fastmail.fm" by
> RT::User /usr/local/rt3/lib/RT/User_Local.pm 374
>  Mar 20 13:52:37 zinnia RT:
> RT::User::LookupExternalUserInfo called with baseDN
> "ou=people,o=example,dc=com" and filter
> "mailAlternateAddress=mjalvarez at fastmail.fm" by RT::User
> /usr/local/rt3/lib/RT/User_Local.pm 374
>  zinnia RT: RT::User::LookupExternalUserInfo called with
> baseDN "ou=people,o=example,dc=com" and filter "cn="Mark Jayson Alvarez"" by
> RT::User /usr/local/rt3/lib/RT/User_Local.pm 374
>  Mar 20 13:52:37 zinnia RT:
> RT::User::CanonicalizeEmailAddress : called with
> "mjalvarez at fastmail.fm" by RT::Use
>  r /usr/local/rt3/lib/RT/User_Overlay.pm 562
>  Mar 20 13:52:37 zinnia RT:
> RT::User::LookupExternalUserInfo called with baseDN
> "ou=people,o=example,dc=com" and filter "mail=mjalvarez at fastmail.fm" by
> RT::User /usr/local/rt3/lib/RT/User_Local.pm 318
>  Mar 20 13:52:37 zinnia RT:
> RT::User::LookupExternalUserInfo called with baseDN
> "ou=people,o=example,dc=com" and filter
> "mailRoutingAddress=mjalvarez at fastmail.fm" by RT::User
> /usr/local/rt3/lib/RT/User_Local.pm
> -------------------------------------------------------------------------------------------

--
Best regards, Ruslan.

From ruslan.zakirov at gmail.com  Mon Mar 20 04:57:57 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Mon, 20 Mar 2006 12:57:57 +0300
Subject: [rt-users] converting MyISAM to InnoDB tables for upgrades
In-Reply-To: <44186D9E.6040002@caset.buffalo.edu>
References: <44186D9E.6040002@caset.buffalo.edu>
Message-ID: <589c94400603200157lca05eedvbb2f67e86764b0db@mail.gmail.com>

On 3/15/06, Michael Kukla <kukla at caset.buffalo.edu> wrote:
> A while back (approximately 16-24 months ago) we installed RT 3.0.1,
> with MySQL as the database engine.
>
> Subsequently we experienced some of the performance problems
> which at the time were occurring with that version  when MySQL and
> Apache were not tuned properly after the RT upgrade or install.
>
> This engendered much unpleasantness among the staff using RT here,
> leading to frenzied efforts to find a  rapid fix.
>
> So, after a reading some posts to this list recommending it,  I converted
> RT's tables from  InnoDB  to MyISAM. The table type for our RT install has
> remained MyISAM ever since.
>
> The best thing that I can say about this fix is that it didn't make
> matters worse;
> and in any case,  after employing additional measures we eventually
> obtained
> the sort of performance originally anticipated.
>
> However, we are now committed to upgrading RT to the latest version.
>
> While making this upgrade, plainly we should get back on the right foot
> with respect
> to the MySQL table type that RT prefers (or perhaps now requires) and so
> I have two
> questions for the list:
>
> 1) Will the database upgrade scripts to be run after "make upgrade" , e.g.,
>
> /opt/rt3/sbin/rt-setup-database --action schema \
>           --datadir etc/upgrade/<version>
>
> automatically convert from MyISAM to InnoDB?
No, because InnoDB is required since RT-3.0 release, recent versions
even abort new installations if you have no InnoDB support.

>
> 2) If not, has anyone any advice or caveats about effecting such a
> conversion using  the mysql client?
No caveats, use query recommended by mysql docs, easy to find with
search on the mysql site.

>
> --
> Mike Kukla
> Web Programmer/Assistant Unix Administrator
> College of Art and Sciences, Educational Technology
> 414 Clemens Hall
> 645-6000 x1156
> kukla at caset.buffalo.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
>


--
Best regards, Ruslan.

From ruslan.zakirov at gmail.com  Mon Mar 20 05:11:02 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Mon, 20 Mar 2006 13:11:02 +0300
Subject: [rt-users] notify admincc on create problem
In-Reply-To: <3b910dda0603141924v413c192ai6b74e38fe4e366fa@mail.gmail.com>
References: <3b910dda0603141924v413c192ai6b74e38fe4e366fa@mail.gmail.com>
Message-ID: <589c94400603200211s1771cc7er6ad631b44cd56039@mail.gmail.com>

On 3/15/06, Marcos Athanasoulis <rt at athanasoulis.net> wrote:
> Hello,
>
> I helped install RT for a non-profit that I advise and everything
> works great -- except that no admincc notice goes out on ticket
> creation.  I have a stock install with a few users and the permissions
> all set up with the default recommendations.  The admincc works on
> correspondence and comments -- just not on create.  It is not that it
> is not received -- it is not shown in the ticket as even being sent
> out -- only the autoreply is listed. And I am testing with a different
> email than the one set to receive the admincc -- so it is not that it
> is just not sending info to the person who did the update. So two
> questions:
>
> 1. Any ideas what might be going on?
I think you need scrip:
"On Create Notify AdminCcs with template <any you want>"

if you also want to notify AdminCcs when new one added to ticket then
you need scrip:
"On Watcher Add notify new AdminCc with template ..."
but this task a little bit trickier for newbie.

>
> 2. How can I turn on debugging level logging?  I put the lines to log
> to a file with level debug in my RT_SiteConfig.pm -- but they don't
> seem to be taking effect. Do I somehow need to tell RT to re-read the
> file?  (tried restarting apache on a lark -- no change)
you need full stop and start.
http://wiki.bestpractical.com/?Debug

>
> This is freebsd with RT 3.4 -- though again absolutely everything else
> works, notifying, incoming email etc.
>
> Thanks!
>
> Marcos
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>


--
Best regards, Ruslan.

From ruslan.zakirov at gmail.com  Mon Mar 20 05:21:53 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Mon, 20 Mar 2006 13:21:53 +0300
Subject: [rt-users] No ability to edit tickets when accessing via SSH?
In-Reply-To: <44183748.7010303@cis.uab.edu>
References: <44183748.7010303@cis.uab.edu>
Message-ID: <589c94400603200221l36c381fcp1bd4f9e17a0031bb@mail.gmail.com>

On 3/15/06, Fran Fabrizio <fran at cis.uab.edu> wrote:
>
> I have encountered an interesting problem... when I access our queue via
> http I get all the usual Reply/Resolve/Comment/etc.... links on each
> ticket and all works well.  When I access via SSL, I get none of those
> links, and all of the linhks on my left navigation pane are black (Home,
> Tickets, Tools, Configuration, Preferences, Approcal) instead of white.
>
> Problem is, I'd like to force all access to be via https.
>
> This problem only affects my user account, which has SuperUser rights.
> Other staff members, who have various privileges to admin queues, are
> working fine.   So this appears to be some combination of my specific
> account (which is being authenticated via the ldap overlay) and SSL.
> Weird, eh?  What makes the left hand nav links turn black like that?
Yep, weird. I can only say that as I know you can't configure RT to
work with both HTTP and HTTPS without using "multiple instances"
trick, because RT uses global config option $WebURL that has http://
or https:// hardcoded.

>
> RT 3.4.5
>
> Thanks,
> Fran
>
> --
> Fran Fabrizio
> Senior Systems Analyst
> Department of Computer and Information Sciences
> University of Alabama at Birmingham
> http://www.cis.uab.edu/
> 205.934.0653
>

--
Best regards, Ruslan.

From ruslan.zakirov at gmail.com  Mon Mar 20 05:27:40 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Mon, 20 Mar 2006 13:27:40 +0300
Subject: [rt-users] [Mason] File does not exist (fetchmail no longer
	forwards email to queue
In-Reply-To: <20060320011033.90224.qmail@web90107.mail.scd.yahoo.com>
References: <20060317161643.GG15068@bestpractical.com>
	<20060320011033.90224.qmail@web90107.mail.scd.yahoo.com>
Message-ID: <589c94400603200227m11cc9aacjf6df66de69d6a33e@mail.gmail.com>

fetchmail script get mail and fires rt-mailgate. right? May be you
have wrong option --url when you run rt-mailgate from fetchmail
script?

On 3/20/06, jay alvarez <rtb0y at yahoo.com> wrote:
> Hi,
>
>  I recently modified some queue names and make sure that it reflects my
> .fetchmailrc, however, when I run fetchmail, I got these errors:
>
>
>  fetchmail: WARNING: Running as root is discouraged.
>  1 message for trouble at mail.example.com (1073 octets).
>  reading message trouble at mail.example.com:1 of 1 (1073 octets) .Argument "
>                             3.17_01" isn't numeric in subroutine entry at
> /usr/local/lib/perl5/site
> _perl/5.8.7/HTML/Formatter.pm line 106, <> line 1.
>  An Error Occurred
>  =================
>
>  404 Not Found
>  fetchmail: MDA returned nonzero status 75
>   not flushed
>
>
>  Apache http-err.log has this line:
>
>  [Mon Mar 20 08:56:00 2006] [error] [Mason] File does not exist:
> /usr/local/rt3/share/html/rt//REST/1.0/NoAuth/mail-gateway
>
>  I'm not sure how to set this right, but mail-gateway is located inside
>  /usr/local/rt3/share/html/REST/1.0/NoAuth/
>  and not the path that was constructed above..
>
>  I'm not sure but I had this problem when I changed WebURL, WebPath etc. in
> my RT_SiteConfig.pm because rt is the only content in my web server and I
> have changed my DocumentRoot to the share/html path of rt..
>
>  Given my setup above, are these settings correct???
>
>  Set($WebPath , "");
>  Set($WebBaseURL , "https://rt.example.com");
>  Set($WebURL , $WebBaseURL . $WebPath . "/");
>  Set($WebImagesURL , $WebPath . "/NoAuth/images/");
>
>
>  Now in my httpd.conf:
>
>  _______________________________________
>  DocumentRoot "/usr/local/rt3/share/html"
>
>  PerlModule Apache::DBI
>  PerlRequire /usr/local/rt3/bin/webmux.pl
>
>  <Directory /usr/local/rt3/share>
>    AllowOverride All
>    Options ExecCGI FollowSymLinks
>    <IfModule mod_access.c>
>          Order allow,deny
>        Allow from all
>    </IfModule>
>  </Directory>
>
>  <Location />
>    RewriteEngine On
>    RedirectMatch permanent (.*)/$ $1/index.html
>    AddDefaultCharset UTF-8
>    SetHandler perl-script
>    PerlHandler RT::Mason
>  </Location>
> --------------------------------------------------------------------------
>
>
>  Any idea??
>  Thanks...
>  -jay
>
>
>
>  ________________________________
> Yahoo! Mail
>  Bring photos to life! New PhotoMail makes sharing a breeze.
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly 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 mhi at porsche.de  Mon Mar 20 05:35:21 2006
From: mhi at porsche.de (Michael Ionescu)
Date: Mon, 20 Mar 2006 11:35:21 +0100
Subject: [rt-users] Changing the Instance Name
Message-ID: <441E8569.7030000@porsche.de>

Hello all,

is it possible to change the RT instance name (the "your.domain" part in 
the top left hand corner "RT for your.domain")?

Can it be done at all or would you have to do a reinstall?

What do you have to watch
- if it's a virgin RT (no tickets created yet)?
- if there are only closed tickets?
- if there are open tickets?

If this is mentioned on the wiki, the list or the docs: Sorry, but I 
haven't found it. Please point me in the right direction.

Thanks,
Michael



From ruslan.zakirov at gmail.com  Mon Mar 20 06:57:36 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Mon, 20 Mar 2006 14:57:36 +0300
Subject: [rt-users] Changing the Instance Name
In-Reply-To: <441E8569.7030000@porsche.de>
References: <441E8569.7030000@porsche.de>
Message-ID: <589c94400603200357r7df21879k6edcfccea9c1dc05@mail.gmail.com>

On 3/20/06, Michael Ionescu <mhi at porsche.de> wrote:
> Hello all,
>
> is it possible to change the RT instance name (the "your.domain" part in
> the top left hand corner "RT for your.domain")?
>
> Can it be done at all or would you have to do a reinstall?
>
> What do you have to watch
> - if it's a virgin RT (no tickets created yet)?
just change rtname config option.

> - if there are only closed tickets?
> - if there are open tickets?
if there is tickets in the db then you want to change Links table.

also you need email filter that rewrite subjects or hack EmailParser a
little to understand old value for some time, because people would be
getting errors if they send messages with old  rtname in the subject.

>
> If this is mentioned on the wiki, the list or the docs: Sorry, but I
> haven't found it. Please point me in the right direction.
>
> Thanks,
> Michael
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly 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 mhi at porsche.de  Mon Mar 20 08:15:03 2006
From: mhi at porsche.de (Michael Ionescu)
Date: Mon, 20 Mar 2006 14:15:03 +0100
Subject: [rt-users] Changing the Instance Name
In-Reply-To: <589c94400603200357r7df21879k6edcfccea9c1dc05@mail.gmail.com>
References: <441E8569.7030000@porsche.de>
	<589c94400603200357r7df21879k6edcfccea9c1dc05@mail.gmail.com>
Message-ID: <441EAAD7.2060908@porsche.de>

Thanks, Ruslan!

Michael


Ruslan Zakirov wrote:
> On 3/20/06, Michael Ionescu <mhi at porsche.de> wrote:
>   
>> Hello all,
>>
>> is it possible to change the RT instance name (the "your.domain" part in
>> the top left hand corner "RT for your.domain")?
>>
>> Can it be done at all or would you have to do a reinstall?
>>
>> What do you have to watch
>> - if it's a virgin RT (no tickets created yet)?
>>     
> just change rtname config option.
>
>   
>> - if there are only closed tickets?
>> - if there are open tickets?
>>     
> if there is tickets in the db then you want to change Links table.
>
> also you need email filter that rewrite subjects or hack EmailParser a
> little to understand old value for some time, because people would be
> getting errors if they send messages with old  rtname in the subject.
>
>   
>> If this is mentioned on the wiki, the list or the docs: Sorry, but I
>> haven't found it. Please point me in the right direction.
>>
>> Thanks,
>> Michael
>
> --
> Best regards, Ruslan.
>   




From ugob at camo-route.com  Mon Mar 20 10:08:44 2006
From: ugob at camo-route.com (Ugo Bellavance)
Date: Mon, 20 Mar 2006 10:08:44 -0500
Subject: [rt-users] Re: New user of RT: a few questions
In-Reply-To: <m3ek11v4y4.fsf@montgomery.ovitas.no>
References: <dv6ncc$49h$1@sea.gmane.org>
	<m3r755m38g.fsf@montgomery.ovitas.no>	<dvbt48$150$1@sea.gmane.org>
	<m3ek11v4y4.fsf@montgomery.ovitas.no>
Message-ID: <dvmghu$1pn$1@sea.gmane.org>

Espen Wiborg wrote:
> Ugo Bellavance <ugob at camo-route.com> writes:
>> I have only one queue for now, and I added my user to the AdminCC for
>> this queue.  I created a ticket via e-mail and my user didn't get an
>> e-mail.
> 
> This is RT's default behavior: it will not notify the actor of
> activities on the ticket (i.e., if you create the ticket yourself, you
> will not get AdminCC notifications).  This behavior can be altered by
> changing the NotifyActor setting (in RT_SiteConfig.pm).
> 

It was an e-mail routing problem... my fault.  Running on a DHCP natted 
addresss isn't ideal.  I solved the problem by setting my user to a 
local address (@localhost). Thanks!



From ugob at camo-route.com  Mon Mar 20 10:10:27 2006
From: ugob at camo-route.com (Ugo Bellavance)
Date: Mon, 20 Mar 2006 10:10:27 -0500
Subject: [rt-users] Re: New user of RT: a few questions
Message-ID: <54C38A0B814C8E438EF73FC76F36292759FBD5@mtlnt501fs.CAMOROUTE.COM>

Ruslan Zakirov <mailto:ruslan.zakirov at gmail.com> wrote:
> On 3/16/06, Ugo Bellavance <ugob at camo-route.com> wrote:
>> Duncan Shannon wrote:
>>>> Not really... I also wanted to know if it was a good idea to have
>>>> one queue for every client (I don't mind creating the aliases), so
>>>> that they each have a specific e-mail address
>>>> (client-support at domain.com) instead of a generic one
>>>> (support at domain.com). 
>>> 
>>> 
>>> In our setup... "big" customers get their own queue's... and
>>> everyone else is lumped into one queue.
>> 
>> Ok, I'd like one customer specifically to have its own queue to have
>> a different subject in the auto-replies, because I'm an outsourcer
>> for one of my client.  Basically, I work for client A.  Client B is
>> Client A's Client.  Client A pays me to work for Client B.  So I'd
>> like to have "Client A in all the auto-replies, when Client A or
>> Client B creates a new request in RT." 
>> 
>> Is it possible?
> Yep. AutoReply message can be dinamic, but you should programm your
> logic into AutoReply template. Look for example on the wiki and in
> the archives. 
> 

Will do...

Thanks,

Ugo

> 
>> 
>>> 
>>> When we break out customers to have their own queue, they get a
>>> Helpdesk and a Projects. 
>>> 
>>> Breaking them out is helpful in terms of granting permissions to
>>> clients to see their tix etc. 
>>> 
>>> duncan


From jesse at bestpractical.com  Mon Mar 20 12:04:51 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 20 Mar 2006 12:04:51 -0500
Subject: [rt-users] Announce: per-queue branding for RT
Message-ID: <20060320170451.GO15068@bestpractical.com>

I'm pleased to announce that it's now possible to "brand"
the outgoing mail for each queue in your RT instance separately
using a new RT extension that works on RT 3.2 and RT 3.4.

You can download this extension from:

http://search.cpan.org/~jesse/RT-Extension-BrandedQueues-0.1/


From the README:

This extension for RT 3.2 and 3.4 allows sites to "Brand" individual queues
with distinct tokens in the Subject: headers of outgoing email messages.

To enable this extension:

# cd into the unpacked distribution directory

 perl Makefile.PL
 make
 make install

# edit your RT_SiteConfig.pm library to add the following line
# immediately before the last line of the file:

 use RT::Extension::BrandedQueues;

# The only thing after that use ..." line should be the line:

 1;

You'll also need to modify any of your local email templates which use
the $rtname variable. To edit your templates, log into RT as your 
administrative user, then click:

Configuration -> Global -> Templates -> <Some template name>

For example, RT's default "Autoreply" includes this line:

 "There is no need to reply to this message right now.  Your ticket has been
 assigned an ID of [{$rtname} #{$Ticket->id()}]."


Change this line to read:

 "There is no need to reply to this message right now.  Your ticket has been
 assigned an ID of [{$Ticket->QueueObj->Tag} #{$Ticket->id()}]."

-- 


From KFCrocker at lbl.gov  Mon Mar 20 12:13:49 2006
From: KFCrocker at lbl.gov (Ken Crocker)
Date: Mon, 20 Mar 2006 09:13:49 -0800
Subject: [rt-users] goto ticket error (security problem)
In-Reply-To: <20060318083524.7E6414D806A@diesel.bestpractical.com>
References: <20060318083524.7E6414D806A@diesel.bestpractical.com>
Message-ID: <441EE2CD.50504@lbl.gov>

Michael,

    Try giving the role "Requestor" the following rights; see queue, see 
ticket, see outgoing e_mail, reply to ticket and watch. That way they 
can find their tickets in the queue and interact about thos tickets only 
as the "requestor".

Kenn

Michael Shanks wrote:

>Hello
>
>If I remove this right it corrects the problem, however my user now cannot
>see his open or closed tickets also
>
>-----Original Message-----
>From: Jesse Vincent [mailto:jesse at bestpractical.com] 
>Sent: 18 March 2006 03:23
>To: Michael Shanks
>Cc: rt-users at lists.bestpractical.com
>Subject: Re: [rt-users] goto ticket error (security problem)
>
>
>
>
>On Sat, Mar 18, 2006 at 02:00:26AM -0000, Michael Shanks wrote:
>  
>
>>Hello I am configuring a new helpdesk using request tracker, I notice one
>>problem and I am wondering if you can help me with my configuration, 
>> 
>>When a user logs into the self service page they are presented with their
>>open tickets, top right is also the goto ticket option, when the user
>>    
>>
>types
>  
>
>>in any ticket ID the ticket is shown to them even if they are not the
>>original submitter, 
>> 
>>    
>>
>
>You've granted "Everyone" the right to "ShowTicket"
>
>
>  
>
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From KFCrocker at lbl.gov  Mon Mar 20 12:15:03 2006
From: KFCrocker at lbl.gov (Ken Crocker)
Date: Mon, 20 Mar 2006 09:15:03 -0800
Subject: [rt-users] Self user creation
In-Reply-To: <20060319165530.22F514D80CD@diesel.bestpractical.com>
References: <20060319165530.22F514D80CD@diesel.bestpractical.com>
Message-ID: <441EE317.4060904@lbl.gov>

NEVER!!

Michael Shanks wrote:

> Hello,
>
>  
>
> I currently have my helpdesks configured to mail out a username and 
> password upon submission of a ticket, I see that RT is designed not to 
> allow people to create their own username and password but I was 
> wondering if anyone had configured their RT to allow users to sign up 
> themselves via a web interface.
>
>  
>
> Best Regards
>
> Michael Shanks
>
>  
>
>  
>
>  
>
>
> --
> No virus found in this outgoing message.
> Checked by AVG Free Edition.
> Version: 7.1.385 / Virus Database: 268.2.5/284 - Release Date: 17/03/2006
>
>------------------------------------------------------------------------
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>Buy a copy at http://rtbook.bestpractical.com
>
>
>We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>
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From tomw at bnl.gov  Mon Mar 20 12:29:22 2006
From: tomw at bnl.gov (Tomasz Wlodek)
Date: Mon, 20 Mar 2006 12:29:22 -0500 (EST)
Subject: [rt-users] RT with https (external authentication)
In-Reply-To: <441EE317.4060904@lbl.gov>
References: <20060319165530.22F514D80CD@diesel.bestpractical.com>
	<441EE317.4060904@lbl.gov>
Message-ID: <Pine.GSO.4.58.0603201219230.4751@rcf2.rhic.bnl.gov>

Hi,

I have installed RT and it works.

Now I wanted to use external authentication in RT.

I decided to create a virtual host which would be on port 443, so that it
can be accessed via https. Then I have added the following changes to RY
configuration file:

Set($WebExternalAuth , 1); (to set external authentication)
Set($WebFallbackToInternalAuth , 1); (to use internal authentication when
extrrnal fails)
Set($WebExternalAuto , 1); (to automatically create users when external
authentication is OK).

Then I have defined virtual host on port 443 with the same options as the
virtual host on port 80.

Now I logon to RT via https... I get the following error:

"You're almost there!
You haven't yet configured your webserver to run RT. You appear to have
installed RT's web interface correctly, but haven't yet configured your
web server to "run" the RT server which powers the web interface. The next
step is to edit your webserver's configuration file to instruct it to use
RT's mod_perl, fastcgi or speedycgi handler. If you need commercial
support, please contact us at sales at bestpractical.com."

Fine, but I have already configured my www server to run mod_perl,fastcgi.
It works when I connect to RT using http, not https. I do have the
LoadModule fastcgi_module modules/mod_fastcgi.so in apache configuration.

So what is missing? Why Rt works when called by http but not when I call
it by https?

Tomasz Wlodek                        | tel 631-344-7448
Brookhaven Laboratory, Building 510M | fax 631-344-7616
Upton NY 11973-5000                  |



From rickr at rice.edu  Mon Mar 20 12:55:35 2006
From: rickr at rice.edu (Rick Russell)
Date: Mon, 20 Mar 2006 11:55:35 -0600
Subject: [rt-users] Self user creation
In-Reply-To: <441EE317.4060904@lbl.gov>
References: <20060319165530.22F514D80CD@diesel.bestpractical.com>
	<441EE317.4060904@lbl.gov>
Message-ID: <441EEC97.7050203@rice.edu>

Ken Crocker wrote:
> NEVER!!

Religious invective aside... :-)

We've set up a web form that sends a specially-crafted e-mail to our RT
instance, which then auto-replies with a new password for that user. It
can be used for new or existing users.

http://is.rice.edu/~rickr/webdocs/RT/passreset.html

Of course, you can only request a password if you have a Rice e-mail
address :-)

Rick R.

-- 
Rick Russell
For computer help, call xHELP (x4357 or 713-348-4357)
OpenPGP/GnuPG Public Key at ldap://certificate.rice.edu
761D 1C20 6428 580F BD98  F5E5 5C8C 56CA C7CB B669
--
Helpdesk Supervisor, Client Services
IT/Academic & Research Computing
Rice University
Voice: 713.348.5267  Fax: 713.348.6099


From brendanarnold at gmail.com  Mon Mar 20 13:35:11 2006
From: brendanarnold at gmail.com (Brendan Arnold)
Date: Mon, 20 Mar 2006 18:35:11 +0000
Subject: [rt-users] RT flaky under FastCGI?
In-Reply-To: <5B71FE02-A928-430A-B79B-4109FE0439A0@khera.org>
References: <4412032F.3040708@electricembers.net>
	<5B71FE02-A928-430A-B79B-4109FE0439A0@khera.org>
Message-ID: <5ed41c130603201035l38512f0dsf948f8082d213271@mail.gmail.com>

I had similar sounding problems when running RT under FastCGI coupled
with 'incomplete header' errors in Apache logs.

I fixed this by increasing the number of FastCGI processes in the
Apache configuration. i.e.

FastCgiServer /usr/local/rt3/bin/mason_handler.fcgi -idle-timeout 120
-processes 6

Rather than 'processes 2 or 4' . Also I was advised to add
'-init-start-delay 30' although I don't know how delaying start-up
times would really help...


From mike at tekniq.org  Mon Mar 20 12:17:51 2006
From: mike at tekniq.org (Michael Shanks)
Date: Mon, 20 Mar 2006 17:17:51 -0000
Subject: [rt-users] goto ticket error (security problem)
In-Reply-To: <441EE2CD.50504@lbl.gov>
Message-ID: <002101c64c42$393c1830$0802a8c0@PCMichael>

Cheers guys, sorted this one out now, got my head around it from the advise
jesse gave :-)

 

 

 

 

-----Original Message-----
From: Ken Crocker [mailto:KFCrocker at lbl.gov] 
Sent: Monday, March 20, 2006 5:14 PM
To: Michael Shanks
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] goto ticket error (security problem)

 

Michael,

    Try giving the role "Requestor" the following rights; see queue, see
ticket, see outgoing e_mail, reply to ticket and watch. That way they can
find their tickets in the queue and interact about thos tickets only as the
"requestor".

Kenn

Michael Shanks wrote: 

Hello
 
If I remove this right it corrects the problem, however my user now cannot
see his open or closed tickets also
 
-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: 18 March 2006 03:23
To: Michael Shanks
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] goto ticket error (security problem)
 
 
 
 
On Sat, Mar 18, 2006 at 02:00:26AM -0000, Michael Shanks wrote:
  

Hello I am configuring a new helpdesk using request tracker, I notice one
problem and I am wondering if you can help me with my configuration, 
 
When a user logs into the self service page they are presented with their
open tickets, top right is also the goto ticket option, when the user
    

types
  

in any ticket ID the ticket is shown to them even if they are not the
original submitter, 
 
    

 
You've granted "Everyone" the right to "ShowTicket"
 
 
  
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From cto at lanusa.com  Mon Mar 20 14:08:39 2006
From: cto at lanusa.com (Michael Erana)
Date: Mon, 20 Mar 2006 14:08:39 -0500
Subject: [rt-users] RT with https (external authentication)
Message-ID: <FF4FA4421218954E9B0ACC1D01883FFB792179@pcn-exch1.pcn.local>

Sounds like your running into a Virtual Hosts discrimination problem. Are you running any other VHOSTS on that box?

I'm running that exact config with external auth and https and I learned the hardway about SSL sessions and their dependancy to an Identifier like a port or IP Address.

One other comment: I run both the SSL and the Standard config in the same .conf file for ease of use. I've included a sanitized version below:

#
# rt3prod.conf
# Request Tracker 3.4 Production Server
# Apache Configuration File
#
# $Author: merana $
# $Revision: 16 $
# $HeadURL: file:///var/svn/anon-prod/trunk/etc/rt3prod.conf $
# $Id: rt3prod.conf 16 2006-03-15 12:09:44Z merana $

FastCgiServer /usr/share/request-tracker3.4/libexec/mason_handler.fcgi

NameVirtualHost 192.168.1.49:80
<VirtualHost 192.168.1.49:80>
  ServerName rt.mydomain.com
  ServerAlias rt2.mydomain.com
  DocumentRoot /usr/share/request-tracker3.4/html
  AddDefaultCharset UTF-8
  ScriptAlias / /usr/share/request-tracker3.4/libexec/mason_handler.fcgi/
  AddHandler fastcgi-script fcgi
  CustomLog /var/log/apache2/rt.access.log combined env=!dontlog
  ErrorLog /var/log/apache2/rt.error.log

  RewriteEngine on
  
  #RewriteRule ^/rt$ /
  #RewriteRule ^/rt/(.*)$ /$1
  #RewriteRule ^/rt$ /rt/
  #RewriteCond %{REQUEST_FILENAME} -d
  #RewriteRule ^(/usr/share/request-tracker3.4/html.*)/$ $1/index.html

  <Location />
    SetHandler fastcgi-script
  </Location>
  
  <Directory /usr/share/request-tracker3.4/html>
    SetHandler fastcgi-script
  </Directory>

  <Directory /usr/share/request-tracker3.4/html/NoAuth>
    SetHandler default-handler
  </Directory>

</VirtualHost>

NameVirtualHost 192.168.1.49:443
<VirtualHost 192.168.1.49:443>
  ServerName rt.mydomain.com
  ServerAlias rt2.mydomain.com
  DocumentRoot /usr/share/request-tracker3.4/html
  AddDefaultCharset UTF-8
  ScriptAlias / /usr/share/request-tracker3.4/libexec/mason_handler.fcgi/
  AddHandler fastcgi-script fcgi
  CustomLog /var/log/apache2/rt.access.log combined env=!dontlog
  ErrorLog /var/log/apache2/rt.error.log

#   SSL Engine Switch:
#   Enable/Disable SSL for this virtual host.
SSLEngine on

#   SSL Cipher Suite:
#   List the ciphers that the client is permitted to negotiate.
#   See the mod_ssl documentation for a complete list.
SSLCipherSuite ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2:+EXP:+eNULL

#   Server Certificate & Key Files
SSLCertificateFile /etc/apache2/ssl/rt-cert.cer
SSLCertificateKeyFile /etc/apache2/ssl/rt-cert.key

#   SSL Protocol Adjustments:
#   The safe and default but still SSL/TLS standard compliant shutdown
#   approach is that mod_ssl sends the close notify alert but doesn't wait for
#   the close notify alert from client. When you need a different shutdown
#   approach you can use one of the following variables:
SetEnvIf User-Agent ".*MSIE.*" \
         nokeepalive ssl-unclean-shutdown \
         downgrade-1.0 force-response-1.0
  RewriteEngine on
  
  #RewriteRule ^/rt$ /
  #RewriteRule ^/rt/(.*)$ /$1
  #RewriteRule ^/rt$ /rt/
  #RewriteCond %{REQUEST_FILENAME} -d
  #RewriteRule ^(/usr/share/request-tracker3.4/html.*)/$ $1/index.html

  <Location />
    SetHandler fastcgi-script
  </Location>
  
  <Directory /usr/share/request-tracker3.4/html>
    SetHandler fastcgi-script
  </Directory>

  <Directory /usr/share/request-tracker3.4/html/NoAuth>
    SetHandler default-handler
  </Directory>

</VirtualHost>

Michael Era?a, CISSP
CTO
PC Network, Inc.          
eranam at lanusa.com   

 

|=> -----Original Message-----
|=> From: rt-users-bounces at lists.bestpractical.com 
|=> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
|=> Of Tomasz Wlodek
|=> Sent: Monday, March 20, 2006 12:29 PM
|=> Cc: rt-users at lists.bestpractical.com
|=> Subject: [rt-users] RT with https (external authentication)
|=> 
|=> Hi,
|=> 
|=> I have installed RT and it works.
|=> 
|=> Now I wanted to use external authentication in RT.
|=> 
|=> I decided to create a virtual host which would be on port 
|=> 443, so that it can be accessed via https. Then I have 
|=> added the following changes to RY configuration file:
|=> 
|=> Set($WebExternalAuth , 1); (to set external authentication) 
|=> Set($WebFallbackToInternalAuth , 1); (to use internal 
|=> authentication when extrrnal fails) Set($WebExternalAuto , 
|=> 1); (to automatically create users when external 
|=> authentication is OK).
|=> 
|=> Then I have defined virtual host on port 443 with the same 
|=> options as the virtual host on port 80.
|=> 
|=> Now I logon to RT via https... I get the following error:
|=> 
|=> "You're almost there!
|=> You haven't yet configured your webserver to run RT. You 
|=> appear to have installed RT's web interface correctly, but 
|=> haven't yet configured your web server to "run" the RT 
|=> server which powers the web interface. The next step is to 
|=> edit your webserver's configuration file to instruct it to 
|=> use RT's mod_perl, fastcgi or speedycgi handler. If you 
|=> need commercial support, please contact us at 
|=> sales at bestpractical.com."
|=> 
|=> Fine, but I have already configured my www server to run 
|=> mod_perl,fastcgi.
|=> It works when I connect to RT using http, not https. I do 
|=> have the LoadModule fastcgi_module modules/mod_fastcgi.so 
|=> in apache configuration.
|=> 
|=> So what is missing? Why Rt works when called by http but 
|=> not when I call it by https?
|=> 
|=> 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 KFCrocker at lbl.gov  Mon Mar 20 14:34:35 2006
From: KFCrocker at lbl.gov (Ken Crocker)
Date: Mon, 20 Mar 2006 11:34:35 -0800
Subject: [rt-users] Self user creation
In-Reply-To: <441EEC97.7050203@rice.edu>
References: <20060319165530.22F514D80CD@diesel.bestpractical.com>
	<441EE317.4060904@lbl.gov> <441EEC97.7050203@rice.edu>
Message-ID: <441F03CB.7060701@lbl.gov>

Rick,

    That was merely my tounge-in-cheek response. We try to keep access 
and control on a simple basis (go thru the Administrator to get added), 
easier to maintain and usually less troupble all-around.

Kenn

Rick Russell wrote:

>Ken Crocker wrote:
>  
>
>>NEVER!!
>>    
>>
>
>Religious invective aside... :-)
>
>We've set up a web form that sends a specially-crafted e-mail to our RT
>instance, which then auto-replies with a new password for that user. It
>can be used for new or existing users.
>
>http://is.rice.edu/~rickr/webdocs/RT/passreset.html
>
>Of course, you can only request a password if you have a Rice e-mail
>address :-)
>
>Rick R.
>
>  
>
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From andrewe at epcc.ed.ac.uk  Mon Mar 20 14:35:59 2006
From: andrewe at epcc.ed.ac.uk (Andrew Elwell)
Date: Mon, 20 Mar 2006 19:35:59 +0000
Subject: [rt-users] RT with https (external authentication)
In-Reply-To: <FF4FA4421218954E9B0ACC1D01883FFB792179@pcn-exch1.pcn.local>
References: <FF4FA4421218954E9B0ACC1D01883FFB792179@pcn-exch1.pcn.local>
Message-ID: <20060320193559.GF26805@garnet.epcc.ed.ac.uk>

> One other comment: I run both the SSL and the Standard config in the same .conf file for ease of use. I've included a sanitized version below:

We do something similar, but redirect all non-ssl traffic to 443 with mod_rewrite

ie: 
<VirtualHost _default_:80>
        RewriteEngine on
        RewriteCond %{SERVER_PORT} !443
        RewriteRule ^/(.*) https://your.server.fqdn/$1 [R]
</VirtualHost>

<VirtualHost _default_:443>
	... include all the SSL, external auth (cosign) and rt gubbins here
</VirtualHost>


We're using cosign (http://www.umich.edu/~umweb/software/cosign/) as the external auth, and I have an access list for those users who can access RT on the webserver.

Andrew



-- 
Andrew Elwell, System Administrator EPCC
Tel 0131 445 7833 (ACF Building)
Tel 0131 650 5023 (Rm 3309, JCMB)


From purp at acm.org  Mon Mar 20 16:21:28 2006
From: purp at acm.org (Jim Meyer)
Date: Mon, 20 Mar 2006 13:21:28 -0800
Subject: [rt-users] RT could not load a valid user, and RT's
	configuration does not allow for the creation of a new user for your
	email.
In-Reply-To: <589c94400603200138m6ff448a5p7a93155ee5377cc4@mail.gmail.com>
References: <44197576.2010104@adastral.ucl.ac.uk>
	<20060316142741.GO15068@bestpractical.com>
	<441977E7.8030006@adastral.ucl.ac.uk>
	<20060316150328.GU15068@bestpractical.com>
	<44197F8F.3090009@adastral.ucl.ac.uk>
	<589c94400603200032s2fd99131mc2301e9ea90e88bd@mail.gmail.com>
	<589c94400603200138m6ff448a5p7a93155ee5377cc4@mail.gmail.com>
Message-ID: <1142889688.8253.19.camel@zodiac.pdi.com>

Hello!

Thanks for the noodge, Ruslan. I'd missed this one entirely.

On Mon, 2006-03-20 at 12:38 +0300, Ruslan Zakirov wrote:
> I found in your previouse message note that you use LDAP overlay from
> the wiki. Could you share your RT config options related to external
> auth?
> Most probably you need $WebFallbackToInternalAuth to be true or may be
> it's limitation of the this overlay. Jim?

You shouldn't need $WebFallbackToInternalAuth; the overlay supports
fallback by setting $AuthMethods as an array ref containing a list of
valid auth methods (thus far "LDAP" and "Internal" are valid).

To be sure I understand the thread correctly, it's failing when you try
to add non-LDAP users via autocreation (either they mail in or you copy
them), correct?

I'll start looking at this now.

Cheers!

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



From tomw at bnl.gov  Mon Mar 20 16:59:51 2006
From: tomw at bnl.gov (Tomasz Wlodek)
Date: Mon, 20 Mar 2006 16:59:51 -0500 (EST)
Subject: [rt-users] RT with https (external authentication)
In-Reply-To: <FF4FA4421218954E9B0ACC1D01883FFB792179@pcn-exch1.pcn.local>
References: <FF4FA4421218954E9B0ACC1D01883FFB792179@pcn-exch1.pcn.local>
Message-ID: <Pine.GSO.4.58.0603201658380.4751@rcf2.rhic.bnl.gov>

Many thanks to all of you who replied! I have figured out that one of the
configuration files had been modified by another administrator and this
cased the mod_perl stop working for one of the virtual hosts.

Tomasz Wlodek                        | tel 631-344-7448
Brookhaven Laboratory, Building 510M | fax 631-344-7616
Upton NY 11973-5000                  |



From sturnfie at motorola.com  Mon Mar 20 17:55:07 2006
From: sturnfie at motorola.com (Lucas Sturnfield)
Date: Mon, 20 Mar 2006 16:55:07 -0600
Subject: [rt-users] rt2cli problems
Message-ID: <441F32CB.9090000@motorola.com>

Hi All,

I have a tool that was written to interact with RT via the "rt2cli" 
script found with RT2.  With minor changes, the script works fine for 
RT3, except when I try to simply comment a ticket:


--------
rt2cli --verbose --id=1234 --noedit --comment --source bleh
--------

Now, it works when creating a ticket, but the above is giving me the 
following error:

[Mon Mar 20 22:24:46 2006] [debug]: Now working on ticket 1234 
(/dev/fd/4:681)
[Mon Mar 20 22:24:46 2006] [debug]: Looking at admin ccs (/dev/fd/4:712)
[Mon Mar 20 22:24:46 2006] [crit]: RT::Queue::KeywordSelects 
Unimplemented in main. (/dev/fd/4 line 726) (RT.pm:295)


Any ideas on an easy solution to this? What do KeywordSelects have to do 
with commenting tickets, yet the following create ticket command works:

----------

rt2cli --verbose --create  --queue=queue --status=open 
--subject=subject  --noedit --reply --source bleh

----------

For RT3, changes made to this script are as follows:

. use lib /rt3/lib
. use lib  /rt3/etc
. comment out CleanEnv()
. comment out RT::DropSetGIDPermissions();


Thanks in advance
(path names shortened, etc, etc)

-- 
lucas


From ruslan.zakirov at gmail.com  Mon Mar 20 19:32:28 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 21 Mar 2006 03:32:28 +0300
Subject: [rt-users] 3.6.0pre at a glance search page
In-Reply-To: <589c94400603200124j6f11d57av3c8fd694283ebb81@mail.gmail.com>
References: <3387BC63-3E2B-470E-9954-C0951E066472@geneseo.edu>
	<589c94400603200124j6f11d57av3c8fd694283ebb81@mail.gmail.com>
Message-ID: <589c94400603201632k35f2de21tf83b05be2d8f09e6@mail.gmail.com>

On 3/20/06, Ruslan Zakirov <ruslan.zakirov at gmail.com> wrote:
> On 3/17/06, Shawn Plummer <plummer at geneseo.edu> wrote:
> > I have a few questions about customizing the at a glance search page.
[snip]

>
> >
> > I modified the Top N tickets owned by you search area to add
> > requester, I did this as a super-user. It now shows up for other
> > users of the system but appears to have broken my search because now
> > tickets are shown now.
> >
> > Is this a bug? Has anyone else seen this issue?
> Something like this was reported several times and may be allready
> fixed in the latest revisions.
Try to upgrade to at least revision 4783 from svn.

>
> >
> > ~~~~~~~~~~~~~
> > Shawn Plummer
> > Systems Manager
> > CIT SUNY Geneseo
>
> --
> Best regards, Ruslan.
>


--
Best regards, Ruslan.

From ruslan.zakirov at gmail.com  Mon Mar 20 19:40:31 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 21 Mar 2006 03:40:31 +0300
Subject: [rt-users] Bug in 3.5.7? I've lost my RT at a Glance Tickets
In-Reply-To: <FF6E50DCA69478499B1C992A435EF5F0011ACD11@rachael-reborn.letnet.net>
References: <FF6E50DCA69478499B1C992A435EF5F0011ACD11@rachael-reborn.letnet.net>
Message-ID: <589c94400603201640n9e70498vaf1394ed82893ef3@mail.gmail.com>

Try revision 4783 from SVN. problem should be fixed.

On 2/11/06, Roedel, Mark <MarkRoedel at letu.edu> wrote:
>
> No helpful advice towards a bugfix (not yet, anyway -- I've
> unfortunately had other fish to fry here), but I can at least confirm
> that we've experienced the same thing.
>
> I fixed it (in a band-aid sort of way) by finding and removing the row
> in the RT 'Attributes' table that corresponded to the saved preference
> (Creator set to the numeric ID of the user, and name set to -- I think
> -- something like 'Pref-SearchDisplay').
>
> --
> Mark Roedel
> Web Programmer / Analyst
> LeTourneau University
>
>
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Chad
> Osmond
> Sent: Friday, February 10, 2006 12:43 PM
> To: RT Users
> Subject: [rt-users] Bug in 3.5.7? I've lost my RT at a Glance Tickets
>
> Hi,
>
> I tried to add a new column to my "20 highest priority tickets I own"
> area and now I don't get any tickets.
>
> I am on 3.5.7 and it is working ok for other users.
>
> If I click on the "20 highest..." it says "Found 8 tickets" but also
> doesn't display any in the results area.
> If I click on one of the "sort" fields like Subject, then it will
> display the tickets.
>
> Any one have an idea how to reset this back to default and maybe track
> the bug down?
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
>


--
Best regards, Ruslan.

From purp at acm.org  Mon Mar 20 20:59:18 2006
From: purp at acm.org (Jim Meyer)
Date: Mon, 20 Mar 2006 17:59:18 -0800
Subject: Problems with LDAP Overlay and non-LDAP user creation [WAS: Re:
	[rt-users] RT could not load a valid user ...]
In-Reply-To: <1142889688.8253.19.camel@zodiac.pdi.com>
References: <44197576.2010104@adastral.ucl.ac.uk>
	<20060316142741.GO15068@bestpractical.com>
	<441977E7.8030006@adastral.ucl.ac.uk>
	<20060316150328.GU15068@bestpractical.com>
	<44197F8F.3090009@adastral.ucl.ac.uk>
	<589c94400603200032s2fd99131mc2301e9ea90e88bd@mail.gmail.com>
	<589c94400603200138m6ff448a5p7a93155ee5377cc4@mail.gmail.com>
	<1142889688.8253.19.camel@zodiac.pdi.com>
Message-ID: <1142906358.8253.60.camel@zodiac.pdi.com>

Hello!

I think this is related to the LDAP overlay. I may have made a poor
assumption about what CanonicalizeUserInfo should return and why, or it
may be a bug in RT::User::Create(). I need guidance from the RT dev
folks as to what seems most correct. 

If you're desperate to get the LDAP overlay working, there's a quick
hack at the end of this email but you have to promise to take it out
when we have a real solution. I'll make fun of you if you don't. =]

Things seem to break down when autocreating a new user who's not in
LDAP. In this case, RT::User::Create() calls
RT::User::CanonicalizeUserInfo(), the latter being defined in the LDAP
overlay's User_Local.pm. CanonicalizeUserInfo() returns true (1) if the
user is found in LDAP, otherwise it returns false (0). If it returns
false, RT::User::Create() returns failure with the message "Could not
set user info".

As it stands, CanonicalizeUserInfo() must return true (1) at all times
in order to allow non-LDAP users to be created, even if it failed to do
anything; that doesn't seem desirable.

One way to fix this would be to create a config variable to control
whether or not unrecognized users are created (e.g.
$RT::CreateUncanonicalizedUsers); then either RT::User::Create() or
CanonicalizeUserInfo() could heed that variable. Since RT::User::Create
() has this line:

    unless ($self->CanonicalizeUserInfo(\%args)) {

...it gets my vote for change to this:

    unless ($self->CanonicalizeUserInfo(\%args) || 
            $RT::CreateUncanonicalizedUsers) {

We could also do essentially the same thing in CanonicalizeUserInfo()'s
return statement, with this QUICK HACK*:

    return($found || $RT::CreateUncanonicalizedUsers);

That seems less correct as it's no longer a real return value, but
pragmatically speaking, it's very easy to do.

Note that we could hijack $RT::SenderMustExistInExternalDatabase as the
config variable (and negate the logic suggested above), however that
seems tied to the whole WebExternalAuth bit which has always seemed
separate from the LDAP overlay. I'd be worried over adverse side
effects.

O Powers That Be, what say you?

--j

*QUICK HACK made explicit: 

Put this line in your RT_SiteConfig.pm:

   Set($CreateUncanonicalizedUsers, 1);

...and change the return line of CanonicalizeUserInfo() in User_Local.pm
from this:

   return($found);

...to this:

   return($found || $RT::CreateUncanonicalizedUsers);
-- 
Jim Meyer, Geek at Large                                    purp at acm.org



From lvanderf at internode.com.au  Tue Mar 21 00:09:25 2006
From: lvanderf at internode.com.au (Luke Vanderfluit)
Date: Tue, 21 Mar 2006 15:39:25 +1030
Subject: [rt-users] RTx-shredder
Message-ID: <441F8A85.9020704@internode.com.au>

Hi.

I've tried to install shredder.
The install was successful. All the files are in the right place.
The first page comes up ok.
When I choose a plugin and hit submit I get an error:

The requested URL /Admin/Tools/Shredder/Shredder was not found on this 
server.

Something is wrong, can anyone help?

Thanks.
Kind regards.

-- 
Luke



From lvanderf at internode.com.au  Tue Mar 21 00:12:51 2006
From: lvanderf at internode.com.au (Luke Vanderfluit)
Date: Tue, 21 Mar 2006 15:42:51 +1030
Subject: [rt-users] conversion of mysql to pgsql database
Message-ID: <441F8B53.90209@internode.com.au>

Hi.

I have a large mysql/RT installation that I would like to convert to 
Postgresql.
Has anyone here done this?

I've tried the script: 'rt3-on-pg-to-mysql' which can be tailored to 
work from mysql to pgsql (this bombs out when it reaches the attachments 
table and loses the server).

I've also tried my2pg.pl, which I can't get to work.

It seems my database is just to big, or at least the Attachments table is.

Any additional information appreciated.

Kind regards.

-- 
Luke



From benji.wakely at gmail.com  Tue Mar 21 00:58:37 2006
From: benji.wakely at gmail.com (Benji Wakely)
Date: Tue, 21 Mar 2006 16:58:37 +1100
Subject: [rt-users] Quickly find out the version of RT from just the files
Message-ID: <693b1460603202158v7723d28cp909e75c306453bb7@mail.gmail.com>

Greetings,

I was wondering if it was possible to determine the version number of
RT using only the files that were installed under (for example)
/opt/rt3/

Cheers,
--Benji

From jesse at bestpractical.com  Tue Mar 21 01:17:04 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 21 Mar 2006 01:17:04 -0500
Subject: [rt-users] Quickly find out the version of RT from just the files
In-Reply-To: <693b1460603202158v7723d28cp909e75c306453bb7@mail.gmail.com>
References: <693b1460603202158v7723d28cp909e75c306453bb7@mail.gmail.com>
Message-ID: <20060321061703.GE4283@bestpractical.com>




On Tue, Mar 21, 2006 at 04:58:37PM +1100, Benji Wakely wrote:
> Greetings,
> 
> I was wondering if it was possible to determine the version number of
> RT using only the files that were installed under (for example)
> /opt/rt3/

perl -I/opt/rt3/lib -MRT -e'print "$RT::VERSION\n"';


> Cheers,
> --Benji


From benji.wakely at gmail.com  Tue Mar 21 01:13:55 2006
From: benji.wakely at gmail.com (Benji Wakely)
Date: Tue, 21 Mar 2006 17:13:55 +1100
Subject: [rt-users] Re: Quickly find out the version of RT from just the
	files
In-Reply-To: <693b1460603202158v7723d28cp909e75c306453bb7@mail.gmail.com>
References: <693b1460603202158v7723d28cp909e75c306453bb7@mail.gmail.com>
Message-ID: <693b1460603202213v744f11fdu1e472a85bf4df2f8@mail.gmail.com>

> I was wondering if it was possible to determine the version number of
> RT using only the files that were installed under (for example)
> /opt/rt3/

Gah.  Doofus.
cat /opt/rt3/lib/RT.pm |grep VERSION,
right there in the wiki.

My apologies.

--Benji

From chris at filmlight.ltd.uk  Tue Mar 21 05:06:08 2006
From: chris at filmlight.ltd.uk (Chris Hall)
Date: Tue, 21 Mar 2006 10:06:08 +0000
Subject: [rt-users] Message wrapping problems
In-Reply-To: <20060320061228.65377.qmail@web90109.mail.scd.yahoo.com>
References: <20060320061228.65377.qmail@web90109.mail.scd.yahoo.com>
Message-ID: <441FD010.9040808@filmlight.ltd.uk>

I've found that some messages dont wrap correctly in RT 3.4.5.

I have:

Set($MessageBoxWrap, "HARD");
Set($MessageBoxWidth , 72);

It looks like most messages get wrapped correctly, but those typed in a 
macos browser look to wrap at about 140 characters. Is that possible? Is 
it a bug?

Cheers,

- Chris


From chris at filmlight.ltd.uk  Tue Mar 21 05:12:55 2006
From: chris at filmlight.ltd.uk (Chris Hall)
Date: Tue, 21 Mar 2006 10:12:55 +0000
Subject: [rt-users] - show quoted text - in browser
Message-ID: <441FD1A7.6010202@filmlight.ltd.uk>

Has anyone ever written the javascript to hide the quoted text but 
present a javascript/css link that toggles its display? The sensible 
thing would be that in place comments on quotations are not altered only 
the long quoted body beneath (or above) a reply.

Cheers,

- Chris


From ravinegodawatte at gmail.com  Tue Mar 21 05:56:39 2006
From: ravinegodawatte at gmail.com (Ravin Egodawatte)
Date: Tue, 21 Mar 2006 16:56:39 +0600
Subject: [rt-users] Installing RT on Fedora core 4
Message-ID: <dd27b60e0603210256j543956ffu8ad56e821363f591@mail.gmail.com>

Hi All,
I am installing RT 3.5.5 om Fedora core 4 and facing some problems.
I have installed  following in my system

   - RT 3.5.5
   - Apache2
   - Mod_perl 2.0.1
   - Mysql 4.1.12
   - Perl 5.8.6
   - HTML::Mason 1.3101 (except mysql all others are installed using
   source distributions)

But when i try to start apache it complains "Can't locate Apache2.pm in
@INC" due to the following statement in httpd.conf
  PerlModule Apache2 Apache::compat

Then I included "push(@INC,
"/usr/local/lib/perl5/site_perl/5.8.6/i686-linux/Bundle");" in
webmux.plfile and then it complained
"Can't locate Apache/compat.pm in @INC"

then I changed line "PerlModule Apache2 Apache::compat" in httpd.conf to
"PerlModule Apache2 Apache2::compat"
Then apache starts without any problem but when i try to access RT home page
it says

The 'comp' parameter (undef) to HTML::Mason::Request::CGI->new() was an
'undef', which is not one of the allowed types: scalar object
Stack:
  [/usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/CGIHandler.pm:127]
  [/usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/CGIHandler.pm:63]
  [/opt/rt3/bin/webmux.pl:123]
  [-e:0]
 (/opt/rt3/bin/webmux.pl:125)

Can anyone of you guess where did i go wrong. Thanks in advance.

Ravin Egodawatte
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From S.G.Tranter at lboro.ac.uk  Tue Mar 21 06:32:46 2006
From: S.G.Tranter at lboro.ac.uk (Stewart Tranter)
Date: Tue, 21 Mar 2006 11:32:46 +0000
Subject: [rt-users] Annonymised sending from RT
In-Reply-To: <589c94400603171223k4367a3bdm1a484fff69db7249@mail.gmail.com>
References: <44168FFC.3060205@lboro.ac.uk>	
	<589c94400603140246i446e6ae5g638b0cbf7e5b309d@mail.gmail.com>	
	<44180716.6040105@lboro.ac.uk>
	<589c94400603171223k4367a3bdm1a484fff69db7249@mail.gmail.com>
Message-ID: <441FE45E.9060206@lboro.ac.uk>

Ruslan Zakirov wrote:
>> On 3/15/06, Stewart Tranter <S.G.Tranter at lboro.ac.uk> wrote:
>>So if I entered this at the top of a template:
>>
>>Sender: Computing Services Help Desk <email at address.com>
>>
>>RT will set the "From" header of the outgoing e-mail to that value?
> 
> Almost, except that you need "From: bla-bla" if you want override From
> field, I think many users use both:
> Sender: bla-bla
> From: the same bla-bla
> <empty line>
> 
>>Do I need to enable or disable the friendly from line use in the config
>>file?
> 
> I think doesn't matter because template overriding works after
> "friendly" feature.

Thanks Ruslan, this has worked perfectly!

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 ruslan.zakirov at gmail.com  Tue Mar 21 07:24:45 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 21 Mar 2006 15:24:45 +0300
Subject: [rt-users] RTx-shredder
In-Reply-To: <441F8A85.9020704@internode.com.au>
References: <441F8A85.9020704@internode.com.au>
Message-ID: <589c94400603210424t5fb4a313s43766139a19a6f8c@mail.gmail.com>

On 3/21/06, Luke Vanderfluit <lvanderf at internode.com.au> wrote:
> Hi.
>
> I've tried to install shredder.
> The install was successful. All the files are in the right place.
> The first page comes up ok.
> When I choose a plugin and hit submit I get an error:
>
> The requested URL /Admin/Tools/Shredder/Shredder was not found on this
> server.
>
> Something is wrong, can anyone help?
This is known bug and I think latest development release has fix for this.

>
> Thanks.
> Kind regards.
>
> --
> Luke
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>


--
Best regards, Ruslan.

From niemann at dimdi.de  Tue Mar 21 09:01:37 2006
From: niemann at dimdi.de (Philipp Niemann)
Date: Tue, 21 Mar 2006 15:01:37 +0100
Subject: [rt-users] Decoding quoted mail addresses in RT mailgate
Message-ID: <20060321140137.GF23475@pan.dimdi.de>

Hello!

Though I searched the past four month of listarchive for something
similar, I haven't found anything near. Hear this:

We have RT Version 3.4.4 installed on a Debian/GNU Linux Release sarge
with modperl and apache1.

Some of our users have MS Outlook as MUA. Our realname policy for email
is: "surname, given name" <email.address at dimdi.de>

Everything is just fine as long as the name of the user doesn't contain
any special chars like German umlauts or such. In case of a special char
in the surname or given name, Outlook encodes the From header according
to RFC. The problem is that Outlook (wrongly) encodes the quotation marks
into the From address, too.

When such an encoded From Address arrives at RT mailgateway, the
software does the following (I added Umlauts to the names for accuracy):

1) Realise the From is quoted
2) Start with a Quotation mark: "
3) Decode Address: "surn?me, given n?me"
4) End encoded string with quotation mark: "
5) Add mail address itself

Result:
""surn?me, given n?me"" <email.address at dimdi.de>

Which in turn results in Autoreply Mail from RT destined to User "" and
User "" -- and RT not realizing the (existing) User. The resulting ticket
is listed with Requestor "".

Wrong behaviour. My own MUA, mutt, decodes this stuff correctly,
prepending a backslash to the encoded quotation marks after decoding,
resulting in the correctly decoded From address like this:

"\"surn?me, given n?me\"" <email.address at dimdi.de>

I tried to figure out which perl module is the right to file a bug
against. I don't think this is RT itself as RT uses lots of perl mods to
decode email. Might be Mail::Address, right?

As I don't have any hope of getting rid of Outlook I would greatly
appreciate hints on the right module or ideas for a workaround.

I have some tcpdump sessions with very detailed information about the
issue. Feel free to ask for further details if needed.

Regards,
Philipp
-- 
Philipp Niemann                                       DIMDI
Abteilung D / AG D4
Peripherie / UNIX-Systembetreuer     Waisenhausgasse 36-38a
Tel. : 0221/4724-281                            50676 Koeln


From vivek at khera.org  Tue Mar 21 11:22:57 2006
From: vivek at khera.org (Vivek Khera)
Date: Tue, 21 Mar 2006 11:22:57 -0500
Subject: [rt-users] RT flaky under FastCGI?
In-Reply-To: <5ed41c130603201035l38512f0dsf948f8082d213271@mail.gmail.com>
References: <4412032F.3040708@electricembers.net>
	<5B71FE02-A928-430A-B79B-4109FE0439A0@khera.org>
	<5ed41c130603201035l38512f0dsf948f8082d213271@mail.gmail.com>
Message-ID: <F3C22BB4-7858-4EC2-B925-DE05BD3FD023@khera.org>


On Mar 20, 2006, at 1:35 PM, Brendan Arnold wrote:

> I had similar sounding problems when running RT under FastCGI coupled
> with 'incomplete header' errors in Apache logs.
>
> I fixed this by increasing the number of FastCGI processes in the
> Apache configuration. i.e.
>
> FastCgiServer /usr/local/rt3/bin/mason_handler.fcgi -idle-timeout 120
> -processes 6

You want to bump up the fastcgi timeout to be longer than the RT  
timeout.

For me, RT's timeout (or is it the web browser?) is 300 and I set  
FastCGIServer timeout to 305 and that pretty much solved all of my  
FastCGI problems.  I run with 8 processes, but that's just me :-)






From vivek at khera.org  Tue Mar 21 11:33:40 2006
From: vivek at khera.org (Vivek Khera)
Date: Tue, 21 Mar 2006 11:33:40 -0500
Subject: [rt-users] Message wrapping problems
In-Reply-To: <441FD010.9040808@filmlight.ltd.uk>
References: <20060320061228.65377.qmail@web90109.mail.scd.yahoo.com>
	<441FD010.9040808@filmlight.ltd.uk>
Message-ID: <46CCA98C-2CF2-4EAD-95AF-323CA9BB8987@khera.org>


On Mar 21, 2006, at 5:06 AM, Chris Hall wrote:

> It looks like most messages get wrapped correctly, but those typed  
> in a macos browser look to wrap at about 140 characters. Is that  
> possible? Is it a bug?
>

I don't think Safari honors WRAP=HARD in textarea fields.  It is  
increasingly difficult to keep supporting Safari in our web apps,  
despite how much I like using it daily... it just does some stupid  
things.



From purp at acm.org  Tue Mar 21 13:34:15 2006
From: purp at acm.org (Jim Meyer)
Date: Tue, 21 Mar 2006 10:34:15 -0800
Subject: [rt-users] Can rt users come from LDAP?
In-Reply-To: <20060318172717.GA3345@teddy.fas.com>
References: <20060318172717.GA3345@teddy.fas.com>
Message-ID: <1142966055.30421.44.camel@zodiac.pdi.com>

On Sat, 2006-03-18 at 12:27 -0500, stan wrote:
> Can I configue rt to use user defs from a LDAP instnace?

You sure can!

http://wiki.bestpractical.com/index.cgi?search_term=LDAP&action=search

Cheers!

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



From ahlincoln at lbl.gov  Tue Mar 21 13:51:15 2006
From: ahlincoln at lbl.gov (Anthony Lincoln)
Date: Tue, 21 Mar 2006 10:51:15 -0800
Subject: [rt-users] Self user creation
In-Reply-To: <441EEC97.7050203@rice.edu>
References: <20060319165530.22F514D80CD@diesel.bestpractical.com>
	<441EE317.4060904@lbl.gov> <441EEC97.7050203@rice.edu>
Message-ID: <44204B23.7080406@lbl.gov>

Rick Russell wrote:
> Ken Crocker wrote:
> 
>>NEVER!!
> 
> 
> Religious invective aside... :-)
> 
> We've set up a web form that sends a specially-crafted e-mail to our RT
> instance, which then auto-replies with a new password for that user. It
> can be used for new or existing users.
> 
> http://is.rice.edu/~rickr/webdocs/RT/passreset.html
> 
> Of course, you can only request a password if you have a Rice e-mail
> address :-)

A couple years ago I hacked RT to allow users to self-create upon login 
as long as they have a valid entry in our enterprise LDAP server and it 
contains a valid orgcode.  I like it because it doesn't require any 
action on my part, but still has a nice built-in set of constraints.  I 
wrote the code for allowing users to self-create via email, but given 
the ease of spoofing, I leave it toggled off:

Set($LDAPExternalAuth,          1); # enable LDAP authentication/lookups
Set($LDAPWebExternalAuto,       1); # create user acct from LDAP at login
Set($LDAPMailExternalAuto,      0); # create user acct from LDAP at email

I included a plethora of other options, including LDAP/S connectivity, 
attribute selection/mapping (below).

Has anyone used the new LDAP overlay stuff?  Does it allow for this 
level of granularity?

Thanks,

Tony

Set($LDAPExternalAuth,          1); # enable LDAP authentication/lookups
Set($LDAPWebExternalAuto,       1); # create user acct from LDAP at login
Set($LDAPMailExternalAuto,      0); # create user acct from LDAP at email

Set($LDAPHost,          'myldaphost.foo.bar');
Set($LDAPSSLHost,       'sslldaphost.foo.bar');
Set($LDAPPort,          '389');
Set($LDAPSSLPort,       '636');
Set($LDAPBase,          'dc=foo,dc=bar');
Set($LDAPSSLAuth,       1); # set to 1 for encrypted connections for auth
Set($LDAPSSLSearch,     0); # set to 1 for encrypted connections for 
searches
Set($LDAPCert,          '/path/to/ldapcert');

# set these two for non-anonymous lookups
Set($LDAPBind, '');
Set($LDAPPass, '');

# use this to narrow the filter for authentication; any LDAP search filter
# placed here will be concatenated with a (uid=username) filter
# Leaving it 'undef' means default filter of (uid=username) will be used)
Set($LDAPSearchFilter,
'(&(status=active)(|(orgcode=ABC*)(lblpan=DEF)))'
);

# define which attrs we want to pull back
@LDAPSearchAttrs = qw(mail cn division uid displayName telephoneNumber);

Set($LDAPMailAttr,      'mail');
Set($LDAPCnameAttr,     'cn');
Set($LDAPOrgAttr,       'division');
Set($LDAPUidAttr,       'uid');
Set($LDAPFullNameAttr,  'displayName');
Set($LDAPPhoneAttr,     'telephoneNumber');




From chad.osmond at holburn.com  Tue Mar 21 13:48:54 2006
From: chad.osmond at holburn.com (Chad Osmond)
Date: Tue, 21 Mar 2006 13:48:54 -0500
Subject: [rt-users] Reducing the width of Update Ticket message box (Side By
	Side)
Message-ID: <BF7E41CB8B19234CA7F24C2D798EE594EDB8AC@holburn97.holburn1000>

I am implementing Side By Side ticket display based on MIT's example,
but I am unable to get the sizing worked out.

I am using <TR width=... To set the width of the tables, but it seems
that the Updated Ticket text area is too wide, is there some way I can
decrease the size? 

Also, how do I modify the action bar that contains:
"  * Display    * * History    * * Basics    * * Dates    * * People
* * Links    * * Reminders    * * Jumbo "

I would like to add a "Side by Side" after Jumbo.

Thanks,

Chad


From purp at acm.org  Tue Mar 21 15:05:02 2006
From: purp at acm.org (Jim Meyer)
Date: Tue, 21 Mar 2006 12:05:02 -0800
Subject: [rt-users] Self user creation
In-Reply-To: <44204B23.7080406@lbl.gov>
References: <20060319165530.22F514D80CD@diesel.bestpractical.com>
	<441EE317.4060904@lbl.gov> <441EEC97.7050203@rice.edu>
	<44204B23.7080406@lbl.gov>
Message-ID: <1142971502.30421.69.camel@zodiac.pdi.com>

Hello!

On Tue, 2006-03-21 at 10:51 -0800, Anthony Lincoln wrote:
> Rick Russell wrote:
> A couple years ago I hacked RT to allow users to self-create upon login 
> as long as they have a valid entry in our enterprise LDAP server and it 
> contains a valid orgcode.  I like it because it doesn't require any 
> action on my part, but still has a nice built-in set of constraints.  I 
> wrote the code for allowing users to self-create via email, but given 
> the ease of spoofing, I leave it toggled off:
> 
> Set($LDAPExternalAuth,          1); # enable LDAP authentication/lookups
> Set($LDAPWebExternalAuto,       1); # create user acct from LDAP at login
> Set($LDAPMailExternalAuto,      0); # create user acct from LDAP at email
> 
> I included a plethora of other options, including LDAP/S connectivity, 
> attribute selection/mapping (below).
> 
> Has anyone used the new LDAP overlay stuff?  Does it allow for this 
> level of granularity?

Most of that, yes. It allows you to separate auth from info so you can
choose different LDAP servers for each function if you wish (yes, it was
necessary; no, I'm not proud of that) and allows you to config SSL,
base, filter, and user/password per server. No password is considered to
mean the LDAP server doesn't need authentication. 

Rather than provide a static list of attributes, the new overlay uses a
hash ref where you map RT attrs to your LDAP fields. It also does
something similar to your LDAPSearchAttrs. It doesn't currently
autocreate accounts on failed login. You can have a peek at the code and
config twiddles at http://wiki.bestpractical.com/?LDAP (check out the
RT_SiteConfig.pm stuff).

I'm pondering the autocreation thing as an overlay separate from the
LDAP overlay. My approach would be that the front page could provide a
link for "Create New Account" which would require name, email, and
password, then activation by emailing you a link, etc. I would also
include hooks such that if you can successfully auth externally (LDAP,
$REMOTE_USER, etc.) you can skip all of that. All with config twiddles
for inside vs. outside users, etc.

Would there be general interest in this?

Cheers!

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



From rbowen at asbury.edu  Tue Mar 21 15:15:06 2006
From: rbowen at asbury.edu (Rich Bowen)
Date: Tue, 21 Mar 2006 15:15:06 -0500
Subject: [rt-users] Custom Fields in Query Builder
Message-ID: <44205ECA.2040504@asbury.edu>

In my tinkering in the last few weeks, trying to set up new groups in RT
and giving them necessary permissions, the custom fields have
disappeared from the query builder. Much more tinkering later, I'm still
baffled as to what I could have done to cause this. Can someone possibly
jar my brane and suggest what permission(s) I may have added/removed
that could cause this behavior?

-- 
Rich Bowen, '92
Web Database Programmer
rbowen at asbury.edu


From sturner at MIT.EDU  Tue Mar 21 15:45:12 2006
From: sturner at MIT.EDU (Stephen Turner)
Date: Tue, 21 Mar 2006 15:45:12 -0500
Subject: [rt-users] Reducing the width of Update Ticket message box
	(Side By Side)
In-Reply-To: <BF7E41CB8B19234CA7F24C2D798EE594EDB8AC@holburn97.holburn10
 00>
References: <BF7E41CB8B19234CA7F24C2D798EE594EDB8AC@holburn97.holburn1000>
Message-ID: <6.2.3.4.2.20060321153543.03299a88@po14.mit.edu>

At Tuesday 3/21/2006 01:48 PM, Chad Osmond wrote:
>I am implementing Side By Side ticket display based on MIT's example,
>but I am unable to get the sizing worked out.
>
>I am using <TR width=... To set the width of the tables, but it seems
>that the Updated Ticket text area is too wide, is there some way I can
>decrease the size?

Chad,

There's a config variable that controls this: RT::MessageBoxWidth. 
This would change the width on all screens though, so if you want to 
make it narrower only in certain places you'll have to pass a Width 
argument to the MessageBox element.

On the side-by-side screen we set the width like this:

<& /Elements/MessageBox, Name=>"UpdateContent", Width=>"40" &>


>Also, how do I modify the action bar that contains:
>"  * Display    * * History    * * Basics    * * Dates    * * People
>* * Links    * * Reminders    * * Jumbo "
>
>I would like to add a "Side by Side" after Jumbo.

We did this by a mod to /Ticket/Elements/Tabs - in the code that starts:

    $ticket_page_tabs = {

we added an extra entry:

     _Aa => { title => loc('Side By Side'),
              path  => "Ticket/ModifyAllHistory.html?id=" . $id, },

The _Aa just makes it show up where we want  - if you want it after 
Jumbo you could use _G or _Fa I think (I'm looking at the 3.4.2 
code). It might be preferable to do this in a callback, but this is 
how we implemented it.

Good luck,
Steve



From cervin at intelenet.net  Tue Mar 21 17:02:52 2006
From: cervin at intelenet.net (Chance Ervin)
Date: Tue, 21 Mar 2006 14:02:52 -0800
Subject: [rt-users] Limited User
Message-ID: <9C104AD2CBB9CD419C8B1C11A294BB1A6471CB@webmail.intelenet.net>

I am looking to create a user that can see all the tickets in their
queue, but in a read-only fashion. They should not be able to see
anything other than what is in the queue they are logging into.
 
Any help in setting this up would be great.
 
Thank you.
 
Chance Ervin
Intelenet Communications Inc.
OCP, SCSA, MCP
Systems Engineer
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From ruslan.zakirov at gmail.com  Tue Mar 21 18:04:16 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 22 Mar 2006 02:04:16 +0300
Subject: [rt-users] Limited User
In-Reply-To: <9C104AD2CBB9CD419C8B1C11A294BB1A6471CB@webmail.intelenet.net>
References: <9C104AD2CBB9CD419C8B1C11A294BB1A6471CB@webmail.intelenet.net>
Message-ID: <589c94400603211504k71c4dedcp3349e3ca5dd5f798@mail.gmail.com>

http://wiki.bestpractical.com/?Rights
http://wiki.bestpractical.com/?SeeQueue
http://wiki.bestpractical.com/?ShowTicket

On 3/22/06, Chance Ervin <cervin at intelenet.net> wrote:
>
>
>
> I am looking to create a user that can see all the tickets in their queue,
> but in a read-only fashion. They should not be able to see anything other
> than what is in the queue they are logging into.
>
>
>
> Any help in setting this up would be great.
>
>
>
> Thank you.
>
>
>
> Chance Ervin
>  Intelenet Communications Inc.
>  OCP, SCSA, MCP
>  Systems Engineer
>
> --------------------------------------------------------------------
>
> ????This message and any files or text attached to it are intended only for
> the recipients named above, and contain information that may be confidential
> or privileged. If you are not an intended recipient, you must not read,
> copy, use or disclose this communication. Please also notify the sender by
> replying to this message, and then delete all copies of it from your system.
> Thank you.
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical:
> http://bestpractical.com/about/jobs.html
>
>


--
Best regards, Ruslan.

From ted at impulse.net  Tue Mar 21 19:05:35 2006
From: ted at impulse.net (Ted Cabeen)
Date: Tue, 21 Mar 2006 16:05:35 -0800
Subject: [rt-users] Errors when replying to a ticket with a very long subject
Message-ID: <87y7z3gx80.fsf@gray.impulse.net>

I'm getting the following errors in my apache error log whenever a
user replies via email to a ticket with a very long subject:

[Tue Mar 21 23:55:08 2006] [crit]: RT::Attachment->Create couldn't, as you didn't specify a transaction
 (/usr/local/rt3/lib/RT/Attachment_Overlay.pm:147)
[Tue Mar 21 23:55:08 2006] [err]: RT::Ticket=HASH(0x9ce3304) couldn't init a transaction Transaction Created (/usr/local/rt3/lib/RT/Ticket_Overlay.pm:2413)
[Tue Mar 21 23:55:08 2006] [crit]: Message could not be recorded (/usr/local/rt3/lib/RT/Interface/Email.pm:816)

It looks like the problem occurs with any subject that is longer than
110 characters.  I can open a long subject ticket via email and open,
reply or comment on a long subject ticket through the web interface
without a problem.  However, whenever I try to enter a reply to it via
email, I get the above errors.  Has anyone seen/worked around this
error before, or should I open a bug on it?

-- 
Ted Cabeen
Sr. Systems/Network Administrator
Impulse Internet Services





From purp at acm.org  Tue Mar 21 20:46:41 2006
From: purp at acm.org (Jim Meyer)
Date: Tue, 21 Mar 2006 17:46:41 -0800
Subject: [rt-users] LDAP Implementation Summary Page
Message-ID: <1142992001.6996.4.camel@zodiac.pdi.com>

Hello!

I've done a quick summary of the various LDAP-for-RT implementations for
the wiki to help guide folks to the one they'd most prefer. You'll find
it at:

    http://wiki.bestpractical.com/?LdapSummary

I've also revamped the page(s) for the overlay I support:

    http://wiki.bestpractical.com/?LDAP

... and will be fleshing those out a bit further in the next week.

Cheers!

--j, tying up loose ends.
-- 
Jim Meyer, Geek at Large                                    purp at acm.org



From jesse at bestpractical.com  Tue Mar 21 21:27:55 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 21 Mar 2006 21:27:55 -0500
Subject: [rt-users] Errors when replying to a ticket with a very long
	subject
In-Reply-To: <87y7z3gx80.fsf@gray.impulse.net>
References: <87y7z3gx80.fsf@gray.impulse.net>
Message-ID: <20060322022754.GY4283@bestpractical.com>




On Tue, Mar 21, 2006 at 04:05:35PM -0800, Ted Cabeen wrote:
> I'm getting the following errors in my apache error log whenever a
> user replies via email to a ticket with a very long subject:

What RT and SearchBuilder are you running? What database?

> 
> [Tue Mar 21 23:55:08 2006] [crit]: RT::Attachment->Create couldn't, as you didn't specify a transaction
>  (/usr/local/rt3/lib/RT/Attachment_Overlay.pm:147)
> [Tue Mar 21 23:55:08 2006] [err]: RT::Ticket=HASH(0x9ce3304) couldn't init a transaction Transaction Created (/usr/local/rt3/lib/RT/Ticket_Overlay.pm:2413)
> [Tue Mar 21 23:55:08 2006] [crit]: Message could not be recorded (/usr/local/rt3/lib/RT/Interface/Email.pm:816)
> 
> It looks like the problem occurs with any subject that is longer than
> 110 characters.  I can open a long subject ticket via email and open,
> reply or comment on a long subject ticket through the web interface
> without a problem.  However, whenever I try to enter a reply to it via
> email, I get the above errors.  Has anyone seen/worked around this
> error before, or should I open a bug on it?
> 
> -- 
> Ted Cabeen
> Sr. Systems/Network Administrator
> Impulse Internet Services
> 
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly 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 hwagener at hamburg.fcb.com  Wed Mar 22 03:13:11 2006
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Wed, 22 Mar 2006 09:13:11 +0100
Subject: [rt-users] Self user creation
In-Reply-To: <1142971502.30421.69.camel@zodiac.pdi.com>
References: <20060319165530.22F514D80CD@diesel.bestpractical.com>
	<441EE317.4060904@lbl.gov> <441EEC97.7050203@rice.edu>
	<44204B23.7080406@lbl.gov>
	<1142971502.30421.69.camel@zodiac.pdi.com>
Message-ID: <432701E5-CC62-4423-8707-FE670EDD4337@hamburg.fcb.com>


Am 21.03.2006 um 21:05 schrieb Jim Meyer:

[...]

> I'm pondering the autocreation thing as an overlay separate from the
> LDAP overlay. My approach would be that the front page could provide a
> link for "Create New Account" which would require name, email, and
> password, then activation by emailing you a link, etc. I would also
> include hooks such that if you can successfully auth externally (LDAP,
> $REMOTE_USER, etc.) you can skip all of that. All with config twiddles
> for inside vs. outside users, etc.
>
> Would there be general interest in this?

Yes, of course! That would be a great addition.

Regards,
     Harald

-- 
Harald Wagener
Technischer Leiter

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

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


From pooka at t-online.de  Wed Mar 22 06:05:50 2006
From: pooka at t-online.de (Olaf Hamann)
Date: Wed, 22 Mar 2006 12:05:50 +0100
Subject: [rt-users] conversion of mysql to pgsql database
In-Reply-To: <441F8B53.90209@internode.com.au>
References: <441F8B53.90209@internode.com.au>
Message-ID: <44212F8E.9050205@t-online.de>

Hi Luke,

perhaps I had a analog problem while importing sql-dump from one 
RT-instance in another. Import went well until a special data record.
This record was very long.

On mysql there is a server configuration parameter max_allowed_packet 
(you can set this in my.cnf for example) which I had to increase to 
import the sql-dump of another RT-instance.

Does your mysql-dump-output look consistent? (means: max_allowed_packet 
large enough to export the records)
Is there a equivalent configuration parameter in Postgres to allow 
imports of really big records?

Hope, this helps,
greetings Olaf



From dave at evolvetech.com  Wed Mar 22 08:29:00 2006
From: dave at evolvetech.com (Dave Sobel)
Date: Wed, 22 Mar 2006 08:29:00 -0500
Subject: [rt-users] Converter issue on convert from RT2 to RT3, expanded
Message-ID: <E8CB4D2D-859A-4DB5-B3BF-4609A67FF78B@evolvetech.com>

{First off, I apologize for the dupe -- the first message got  
attached to another thread, and I never even saw it on the list}

I'm working with the converter tool to migrate my database from RT2  
to RT3.  We're finally getting off our old RT2 system, and trying to  
get things rolling on RT3.

The two machines are actually two different systems.  I assume this  
shouldn't be a problem, as I just run the RT2-to-dumpfile on the old  
machine, and the dumpfile-to-RT3 on the new one.

Using the instructions in the README, I have the rt2-to-dumpfile  
piece setup.  It starts to run, but I get this:

Can't write to '!!RT_LOG_PATH!!/rt.log.4925.0': No such file or  
directory at /usr/share/perl5/Log/Dispatch/File.pm line 69.

Questions:

1. The fact that the data lives on two different machines shouldn't  
be a problem, right?  Just want to confirm this assumption, and  
verify it's not the cause of my current (or future) woes.

2. What's causing the error I'm seeing, and how do I diagnose?   
Nothing I do seems to reveal what is going on here.    Where should I  
be looking for diagnostic data?  Any ideas what's causing this?

Thanks!

Dave


From ruslan.zakirov at gmail.com  Wed Mar 22 09:43:13 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 22 Mar 2006 17:43:13 +0300
Subject: [rt-users] Converter issue on convert from RT2 to RT3, expanded
In-Reply-To: <E8CB4D2D-859A-4DB5-B3BF-4609A67FF78B@evolvetech.com>
References: <E8CB4D2D-859A-4DB5-B3BF-4609A67FF78B@evolvetech.com>
Message-ID: <589c94400603220643t29c05fcmf154f93796a623e1@mail.gmail.com>

On 3/22/06, Dave Sobel <dave at evolvetech.com> wrote:
> {First off, I apologize for the dupe -- the first message got
> attached to another thread, and I never even saw it on the list}
>
> I'm working with the converter tool to migrate my database from RT2
> to RT3.  We're finally getting off our old RT2 system, and trying to
> get things rolling on RT3.
>
> The two machines are actually two different systems.  I assume this
> shouldn't be a problem, as I just run the RT2-to-dumpfile on the old
> machine, and the dumpfile-to-RT3 on the new one.
>
> Using the instructions in the README, I have the rt2-to-dumpfile
> piece setup.  It starts to run, but I get this:
>
> Can't write to '!!RT_LOG_PATH!!/rt.log.4925.0': No such file or
> directory at /usr/share/perl5/Log/Dispatch/File.pm line 69.
>
> Questions:
>
> 1. The fact that the data lives on two different machines shouldn't
> be a problem, right?  Just want to confirm this assumption, and
> verify it's not the cause of my current (or future) woes.
AFAIK it's not a problem. dump on old machine and import on new.

>
> 2. What's causing the error I'm seeing, and how do I diagnose?
> Nothing I do seems to reveal what is going on here.    Where should I
> be looking for diagnostic data?  Any ideas what's causing this?
Is that copy of error? or you substituted that "!!RT_LOG_PATH!!"? I
think script or RT tries to create log file and write somethings, but
couldn't do that because of permissions or may be base dir doesn't
exists. I don't know how logging is implemented in RT-2.0

>
> Thanks!
>
> 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
>


--
Best regards, Ruslan.

From ghenry at suretecsystems.com  Wed Mar 22 09:27:52 2006
From: ghenry at suretecsystems.com (Gavin Henry)
Date: Wed, 22 Mar 2006 14:27:52 -0000 (GMT)
Subject: [rt-users] RT::Interface::Web::QueryBuilder::Tree errors?
Message-ID: <44673.195.38.86.72.1143037672.squirrel@webmail.suretecsystems.com>

Dear List,

Just noticed no e-mails are getting sent out since yesterday
(auto-replies) and we have this error when trying to search tickets:

error:   	Can't locate object method "new" via package
"RT::Interface::Web::QueryBuilder::Tree" at
/opt/rt3/share/html/Search/Build.html line 509.
context:
...
505:  	if (@current_values) {
506:  	foreach my $value (@current_values) {
507:  	my $parent = $value->getParent();
508:  	my $grandparent = $parent->getParent();
509:  	if ( !$grandparent->isRoot ) {
510:  	my $index = $parent->getIndex();
511:  	$parent->removeChild($value);
512:  	$grandparent->insertChild( $index, $value );
513:  	if ( $parent->isLeaf() ) {
...
code stack:  	/opt/rt3/share/html/Search/Build.html:509
/opt/rt3/share/html/Search/Build.html:260
/opt/rt3/share/html/autohandler:215

-- 
Kind Regards,

Gavin Henry.
Managing Director.

T +44 (0) 1224 279484
M +44 (0) 7930 323266
F +44 (0) 1224 742001
E ghenry at suretecsystems.com

Open Source. Open Solutions(tm).

http://www.suretecsystems.com/




From ahlincoln at lbl.gov  Wed Mar 22 11:19:36 2006
From: ahlincoln at lbl.gov (Anthony Lincoln)
Date: Wed, 22 Mar 2006 08:19:36 -0800
Subject: [rt-users] Self user creation
In-Reply-To: <1142971502.30421.69.camel@zodiac.pdi.com>
References: <20060319165530.22F514D80CD@diesel.bestpractical.com>
	<441EE317.4060904@lbl.gov> <441EEC97.7050203@rice.edu>
	<44204B23.7080406@lbl.gov>
	<1142971502.30421.69.camel@zodiac.pdi.com>
Message-ID: <44217918.2050100@lbl.gov>



Jim Meyer wrote:
> Hello!
> 
> On Tue, 2006-03-21 at 10:51 -0800, Anthony Lincoln wrote:
> 
>>Has anyone used the new LDAP overlay stuff?  Does it allow for this 
>>level of granularity?
> 
> Most of that, yes. It allows you to separate auth from info so you can
> choose different LDAP servers for each function if you wish (yes, it was
> necessary; no, I'm not proud of that) and allows you to config SSL,
> base, filter, and user/password per server. No password is considered to
> mean the LDAP server doesn't need authentication. 
> 
> Rather than provide a static list of attributes, the new overlay uses a
> hash ref where you map RT attrs to your LDAP fields. It also does
> something similar to your LDAPSearchAttrs. It doesn't currently
> autocreate accounts on failed login. You can have a peek at the code and
> config twiddles at http://wiki.bestpractical.com/?LDAP (check out the
> RT_SiteConfig.pm stuff).
> 
> I'm pondering the autocreation thing as an overlay separate from the
> LDAP overlay. My approach would be that the front page could provide a
> link for "Create New Account" which would require name, email, and
> password, then activation by emailing you a link, etc. I would also
> include hooks such that if you can successfully auth externally (LDAP,
> $REMOTE_USER, etc.) you can skip all of that. All with config twiddles
> for inside vs. outside users, etc.
> 
> Would there be general interest in this?

I might be.  It would be great to synch back up with the branch when 3.6 
comes out, without having to integrate all my custom code again.  The 
new functionality you described, plus TLS sessions that required 
specific server certs (to prevent man-in-middle exploits), should work 
in my environment.  A logging option that sends back actual LDAP error 
strings (ldap_error_text) would be nice to have for troubleshooting. 
I'd be happy to contribute code review/diffs to help make this happen.

Thanks,

Tony



From rtparies at gmail.com  Wed Mar 22 13:35:07 2006
From: rtparies at gmail.com (Randy Paries)
Date: Wed, 22 Mar 2006 12:35:07 -0600
Subject: [rt-users] need a scrip to notify me when i am the owner
Message-ID: <df6e4b490603221035q215101e4q611a9e99ad0c2262@mail.gmail.com>

Hello
Can someone point me in the right direction

what i need is a script that sends me notification when i am assigned
the ticket.

most of our users look at RT constantly and do not want the emails,
but i never look at it.

Thanks


From vivek at khera.org  Wed Mar 22 14:05:22 2006
From: vivek at khera.org (Vivek Khera)
Date: Wed, 22 Mar 2006 14:05:22 -0500
Subject: [rt-users] need a scrip to notify me when i am the owner
In-Reply-To: <df6e4b490603221035q215101e4q611a9e99ad0c2262@mail.gmail.com>
References: <df6e4b490603221035q215101e4q611a9e99ad0c2262@mail.gmail.com>
Message-ID: <CF8BAA6D-3E1D-4253-83F9-1B1EFD6ABBD9@khera.org>


On Mar 22, 2006, at 1:35 PM, Randy Paries wrote:

> what i need is a script that sends me notification when i am assigned
> the ticket.

We never figured it out.  I think our conclusion was that the order  
of scrips firing was such that the notices went out before the change  
of owner was applied, so on owner change couldn't notify the *new*  
owner.

please correct me if I'm wrong.  I'd love to have that functionality.



From phanoko at yahoo.com  Wed Mar 22 14:07:27 2006
From: phanoko at yahoo.com (Phanoko)
Date: Wed, 22 Mar 2006 11:07:27 -0800 (PST)
Subject: [rt-users] RSS Feeds
Message-ID: <20060322190727.47648.qmail@web53910.mail.yahoo.com>

What permissions do I need to set for a queue to allow
anyone to pull the RSS Feeds?

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


From barnesaw at ucrwcu.rwc.uc.edu  Wed Mar 22 14:13:31 2006
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Wed, 22 Mar 2006 14:13:31 -0500
Subject: [rt-users] need a scrip to notify me when i am the owner
In-Reply-To: <CF8BAA6D-3E1D-4253-83F9-1B1EFD6ABBD9@khera.org>
References: <df6e4b490603221035q215101e4q611a9e99ad0c2262@mail.gmail.com>
	<CF8BAA6D-3E1D-4253-83F9-1B1EFD6ABBD9@khera.org>
Message-ID: <4421A1DB.4080105@ucrwcu.rwc.uc.edu>

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

See #2.


Vivek Khera wrote:
>
> On Mar 22, 2006, at 1:35 PM, Randy Paries wrote:
>
>> what i need is a script that sends me notification when i am assigned
>> the ticket.
>
> We never figured it out.  I think our conclusion was that the order of 
> scrips firing was such that the notices went out before the change of 
> owner was applied, so on owner change couldn't notify the *new* owner.
>
> please correct me if I'm wrong.  I'd love to have that functionality.
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly 
> 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 kate.wilson at inforonics.com  Wed Mar 22 14:45:52 2006
From: kate.wilson at inforonics.com (kate.wilson)
Date: Wed, 22 Mar 2006 14:45:52 -0500
Subject: [rt-users] date query question
Message-ID: <33B899FC85A1D31194F700508B0EF40F15DF47F2@nsinf03.inforonics.net>

Hi!

We have RT 3.4.4 installed. Everything seems to be working just fine except
date queries. if you enter in a date in the format DD/MM/YYYY the dates
query (before and after works). i would like to be able to use MM/DD/YYYY
format but that format won't work.

It is running on debian and the RT_SiteConfig time zone has been set/tried
several ways with nothing seeming to change. 

The dates do appear fine in the web UI.

Thanks for any help you can provide.

_Kate Wilson


From ruslan.zakirov at gmail.com  Wed Mar 22 15:21:16 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 22 Mar 2006 23:21:16 +0300
Subject: [rt-users] date query question
In-Reply-To: <33B899FC85A1D31194F700508B0EF40F15DF47F2@nsinf03.inforonics.net>
References: <33B899FC85A1D31194F700508B0EF40F15DF47F2@nsinf03.inforonics.net>
Message-ID: <589c94400603221221l5df82b32wba1ed832740f3a2f@mail.gmail.com>

On 3/22/06, kate.wilson <kate.wilson at inforonics.com> wrote:
> Hi!
>
> We have RT 3.4.4 installed. Everything seems to be working just fine except
> date queries. if you enter in a date in the format DD/MM/YYYY the dates
> query (before and after works). i would like to be able to use MM/DD/YYYY
> format but that format won't work.
config option DateDayBeforeMonth

>
> It is running on debian and the RT_SiteConfig time zone has been set/tried
> several ways with nothing seeming to change.
>
> The dates do appear fine in the web UI.
>
> Thanks for any help you can provide.
>
> _Kate Wilson
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>


--
Best regards, Ruslan.

From purp at acm.org  Wed Mar 22 15:33:58 2006
From: purp at acm.org (Jim Meyer)
Date: Wed, 22 Mar 2006 12:33:58 -0800
Subject: [rt-users] FAQ: Finding Answers About RT
Message-ID: <1143059638.22060.104.camel@zodiac.pdi.com>

Hello!

I'm hoping this message will help RT users and admins find better
answers more quickly by pointing out the resource at hand to help them
and providing some guidance on how to ask questions that get answers. If
this is well received, I'll post it regularly and invite suggestions for
additions (and likely structure it more like a traditional FAQ).


Finding Answers About RT
-----------------------
Becoming familiar with RT and the resources available to answer your
questions can be difficult at first. Frequently you get no answers or
very terse answers which don't seem to provide enough guidance. This can
be frustrating; it can seem like no one wants to help you when quite
often they do.

First, do the legwork
---------------------
There are a number of places to start your research before you post to
the mailing list or send a note to someone who maintains some extension
of RT. Here are a few searchable places, listed in order of likely
usefulness:

   http://wiki.bestpractical.com/         (the place lots of answers)
   http://gossamer-threads.com/lists/rt/   (searchable list archives)
   http://www.google.com/ (I generally start "+RT +MostUniqueErrMsg")

Search there for answers to your questions. Very frequently you'll find
just what you're looking for and perhaps more.

Ask a good question well
------------------------
Good questions are clear, concise, and demonstrate that you've done the
legwork as mentioned above. They also show an presumption of ignorance
on your part unless *you're absolutely certain you really understand
exactly what's going on*. I've been working with RT for six years off-
and-on and I still learn new things ... usually starting with an
incorrect assumption on my part ;]

A bit of an aside: nothing blows your credibility and diminishes
interest in replying quite like an it's-all-screwed-up-and-must-be-a-bug
message. RT is a large, complex, mature software system and you're
probably not the first person to want to use feature X. It's very likely
that there are many people using that feature and they'd be happy to
help you join them

Also, choose a descriptive subject; it's your first impression and will
determine who reads your message. Get the good bits early in the subject
(you don't know how many characters I'll see in my mailreader). Here are
some good ones (chosen randomly from recent postings):

   Can rt users come from LDAP?
   Installing RT on Fedora Core 4
   RT VMWare Appliance
   Show stalled on AtAGlance list?

Each of these gives clear guidance to the topic at hand. If it's a
subject I might have unique knowledge on or a distinct interest in, I'll
definitely make time to read it.

Here are some horrible ones (chosen randomly from long ago to minimize
embarassment):

   RT questions
   Lost information
   Headings
   Great Program!

As you can see from these last, I have no chance to know what problems
lie inside the email or whether I can provide uniquely useful
information. On a slow day, I might read one of these to see if I can
help. One a busy day, these go straight to the trash.

Here's a decent framework to hang your question on:

   Subject: FOO config problems while trying to BAR

   I'm having problems properly configuring FOO. I thought I knew
   how it worked, but my attempts have all failed and searching both
   the wiki and the mailing list archives hasn't improved my
   understanding enough to make it work.

   I'm trying to use FOO to BAR [insert concise statement of purpose]

   So far, I've tried to [insert concise summary of the saga]

   I'm using RT [version] on [OS and version] with [all pertinent
   web server details like apache version, mod_perl/fast_cgi, etc.]

   Can anyone point me in the right direction?

Finally, ask the right people. Generally, you should direct your
questions to the rt-users mailing list as that's the right place for
them (and nearly everyone on rt-devel is also on rt-users). Posting to
rt-users allows you the benefit of experienced RT admin's knowledge,
which will likely solve your problem much more quickly than any other
approach.

The rt-devel list is for development issues such as "I'm thinking of
implementing thus-and-such and wonder how I should go about it" or "I
found a bug and fixed it; here's a patch" and the like.

While it's often tempting to think you've got a bug or critical issue
and should immediately send it to rt-devel, most of the time it's not a
bug but a misconfiguration on your part which results in a terse note
pointing this out and directing you to do the legwork (as mentioned
above). 

This may seem callous, but consider this: anyone with an
bestpractical.com email address is trying to make a living working on
RT; the rest of us have a full-time day job and voluntarily contribute
to RT as we can. None of us wants to give up precious development time
in order to do your initial legwork; conversely, we're happy to help
once you've done it and still have questions.

Note that there's an extensive treatise on the art of asking good
questions well at http://www.catb.org/~esr/faqs/smart-questions.html

Give A Little Bit
-----------------
If you've come up with the answer to a sticky problem, consider giving
back to the community either by summarizing to the mailing list or into
the wiki. That'll help the next generation of new RT admins ... and save
you answering their questions on the list over and over again. ;]

Cheers!

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



From ruslan.zakirov at gmail.com  Wed Mar 22 16:28:49 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 23 Mar 2006 00:28:49 +0300
Subject: [rt-users] FAQ: Finding Answers About RT
In-Reply-To: <1143059638.22060.104.camel@zodiac.pdi.com>
References: <1143059638.22060.104.camel@zodiac.pdi.com>
Message-ID: <589c94400603221328h2cf907b3m743f7c88836bb28c@mail.gmail.com>

:) Nice thing that people usually don't read :)
It should be shorter, a lot of philosophy water, people ignore such guides.


On 3/22/06, Jim Meyer <purp at acm.org> wrote:
> Hello!
>
> I'm hoping this message will help RT users and admins find better
> answers more quickly by pointing out the resource at hand to help them
> and providing some guidance on how to ask questions that get answers. If
> this is well received, I'll post it regularly and invite suggestions for
> additions (and likely structure it more like a traditional FAQ).
>
>
> Finding Answers About RT
> -----------------------
> Becoming familiar with RT and the resources available to answer your
> questions can be difficult at first. Frequently you get no answers or
> very terse answers which don't seem to provide enough guidance. This can
> be frustrating; it can seem like no one wants to help you when quite
> often they do.
>
> First, do the legwork
> ---------------------
> There are a number of places to start your research before you post to
> the mailing list or send a note to someone who maintains some extension
> of RT. Here are a few searchable places, listed in order of likely
> usefulness:
>
>    http://wiki.bestpractical.com/         (the place lots of answers)
>    http://gossamer-threads.com/lists/rt/   (searchable list archives)
>    http://www.google.com/ (I generally start "+RT +MostUniqueErrMsg")
>
> Search there for answers to your questions. Very frequently you'll find
> just what you're looking for and perhaps more.
>
> Ask a good question well
> ------------------------
> Good questions are clear, concise, and demonstrate that you've done the
> legwork as mentioned above. They also show an presumption of ignorance
> on your part unless *you're absolutely certain you really understand
> exactly what's going on*. I've been working with RT for six years off-
> and-on and I still learn new things ... usually starting with an
> incorrect assumption on my part ;]
>
> A bit of an aside: nothing blows your credibility and diminishes
> interest in replying quite like an it's-all-screwed-up-and-must-be-a-bug
> message. RT is a large, complex, mature software system and you're
> probably not the first person to want to use feature X. It's very likely
> that there are many people using that feature and they'd be happy to
> help you join them
>
> Also, choose a descriptive subject; it's your first impression and will
> determine who reads your message. Get the good bits early in the subject
> (you don't know how many characters I'll see in my mailreader). Here are
> some good ones (chosen randomly from recent postings):
>
>    Can rt users come from LDAP?
>    Installing RT on Fedora Core 4
>    RT VMWare Appliance
>    Show stalled on AtAGlance list?
>
> Each of these gives clear guidance to the topic at hand. If it's a
> subject I might have unique knowledge on or a distinct interest in, I'll
> definitely make time to read it.
>
> Here are some horrible ones (chosen randomly from long ago to minimize
> embarassment):
>
>    RT questions
>    Lost information
>    Headings
>    Great Program!
>
> As you can see from these last, I have no chance to know what problems
> lie inside the email or whether I can provide uniquely useful
> information. On a slow day, I might read one of these to see if I can
> help. One a busy day, these go straight to the trash.
>
> Here's a decent framework to hang your question on:
>
>    Subject: FOO config problems while trying to BAR
>
>    I'm having problems properly configuring FOO. I thought I knew
>    how it worked, but my attempts have all failed and searching both
>    the wiki and the mailing list archives hasn't improved my
>    understanding enough to make it work.
>
>    I'm trying to use FOO to BAR [insert concise statement of purpose]
>
>    So far, I've tried to [insert concise summary of the saga]
>
>    I'm using RT [version] on [OS and version] with [all pertinent
>    web server details like apache version, mod_perl/fast_cgi, etc.]
>
>    Can anyone point me in the right direction?
>
> Finally, ask the right people. Generally, you should direct your
> questions to the rt-users mailing list as that's the right place for
> them (and nearly everyone on rt-devel is also on rt-users). Posting to
> rt-users allows you the benefit of experienced RT admin's knowledge,
> which will likely solve your problem much more quickly than any other
> approach.
>
> The rt-devel list is for development issues such as "I'm thinking of
> implementing thus-and-such and wonder how I should go about it" or "I
> found a bug and fixed it; here's a patch" and the like.
>
> While it's often tempting to think you've got a bug or critical issue
> and should immediately send it to rt-devel, most of the time it's not a
> bug but a misconfiguration on your part which results in a terse note
> pointing this out and directing you to do the legwork (as mentioned
> above).
>
> This may seem callous, but consider this: anyone with an
> bestpractical.com email address is trying to make a living working on
> RT; the rest of us have a full-time day job and voluntarily contribute
> to RT as we can. None of us wants to give up precious development time
> in order to do your initial legwork; conversely, we're happy to help
> once you've done it and still have questions.
>
> Note that there's an extensive treatise on the art of asking good
> questions well at http://www.catb.org/~esr/faqs/smart-questions.html
>
> Give A Little Bit
> -----------------
> If you've come up with the answer to a sticky problem, consider giving
> back to the community either by summarizing to the mailing list or into
> the wiki. That'll help the next generation of new RT admins ... and save
> you answering their questions on the list over and over again. ;]
>
> 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
>


--
Best regards, Ruslan.

From jschumacher at nlink.net  Wed Mar 22 16:29:27 2006
From: jschumacher at nlink.net (Justin Schumacher)
Date: Wed, 22 Mar 2006 13:29:27 -0800
Subject: [rt-users] Windows 2003 based RT 3.0.12 fetchmail problem
Message-ID: <a4dae03844b0fd4fbc558c4a994393d2@mail.nlink.net>

Hello,

I realize this issue has been hashed over, but I can't seem to find a
reliable answer. I am getting a fetchmail error indicating a possible
mda problem. I've attempted to install cygwin and replace the
cygwin1.dll file within the RT directory structure, as was suggested.

I am still having issues, though. I really would like RT to grab emails
from my pop3/imap enabled server (CommuniGate Pro). I am not unix savvy,
but know enough to get myself into trouble (figures, eh?).

Would some guru mind taking a moment to help me with this problem?

Here is a snippet:

------------

fetchmail: IMAP> A0009 FETCH 1 RFC822.HEADER
fetchmail: IMAP< * 1 FETCH (RFC822.HEADER {1020} reading message
rt at mail.n-link.net:1 of 1 (1020 header octets) About to rewrite
Return-Path: <jschumacher at nlink.net> Rewritten version is Return-Path:
<jschumacher at nlink.net>

About to rewrite From: "Justin Schumacher" <jschumacher at nlink.net>
Rewritten version is From: "Justin Schumacher" <jschumacher at nlink.net>

About to rewrite To: "rt at n-link.net" <rt at n-link.net> Rewritten version
is To: "rt at n-link.net" <rt at n-link.net>

fetchmail: about to deliver with:
c:/Progra~1/OurInternet/Common/perl/bin/perl.exe
c:/Progra~1/Ourinternet/Reques~1/rt/bin/rt-mailgate.in -- url
http://localhost:8284/ --queue GENERAL --action correspond #
fetchmail: IMAP< )
fetchmail: IMAP< A0009 OK completed
fetchmail: IMAP> A0010 FETCH 1 BODY.PEEK[TEXT]
fetchmail: IMAP< * 1 FETCH (BODY[TEXT] {10655}
 (10655 body octets)
************************************************.***********************
**************.********************************
********.**************************.*********************************.**
****************.*************.*************.*************.*********
*****.********
fetchmail: IMAP< )
fetchmail: IMAP< A0010 OK completed
fetchmail: SIGPIPE thrown from an MDA or a stream socket error
fetchmail: socket error while fetching from mail.n-link.net
fetchmail: 6.2.5 querying mail.n-link.net (protocol IMAP) at Wed Mar 22
12:05:26 2006: poll completed
fetchmail: Query status=2 (SOCKET)
fetchmail: Deleting fetchids file.
fetchmail: sleeping at Wed Mar 22 12:05:26 2006

------------

Everything prior to the top line of the snippet seemed okay, no errors
were reported that I could find. I would be happy to post the entire bit
if it would help.

Any help would be wonderful.

Thanks so much,

Justin Schumacher
Network Administrator and User Specialist
n-Link Corporation
-t- 425.453.9933 x 37
-c- 425.830.3248
-f- 425.435.1119
-e- ?jschumacher(at)nlink(dot)net
-w- www(dot)nlink(dot)net
-a- 1450 114th Avenue SE, Suite 230, Bellevue, WA 98004






From lvanderf at internode.com.au  Wed Mar 22 16:56:41 2006
From: lvanderf at internode.com.au (Luke Vanderfluit)
Date: Thu, 23 Mar 2006 08:26:41 +1030
Subject: [rt-users] Query Builder
Message-ID: <4421C819.1080905@internode.com.au>

Hi.

I've found what appears to be a bug in the query builder.
When I build a query that needs to do search of contents of tickets.
Say, for example, I search all tickets with the following query:

Created > '2006-01-01' AND Content LIKE 'foo'

that query could take a very long time to complete, which is normal (not 
acceptable but OK (-:)

After the query has completed I go to delete the "AND Content LIKE 
'foo'" phrase and the query seems to run again!

I'm looking at the mysql processes that are triggered by this behaviour.
It seems like the query builder might be using up resources that it 
shouldn't need to.

Can anyone confirm this behaviour? That changing the composition of the 
query actually causes the query to run again?

Thanks.
Kind regards.

-- 
Luke



From ghenry at suretecsystems.com  Wed Mar 22 16:57:49 2006
From: ghenry at suretecsystems.com (Gavin Henry)
Date: Wed, 22 Mar 2006 21:57:49 -0000 (GMT)
Subject: [rt-users] RT::Interface::Web::QueryBuilder::Tree errors?
In-Reply-To: <44673.195.38.86.72.1143037672.squirrel@webmail.suretecsystems.com>
References: <44673.195.38.86.72.1143037672.squirrel@webmail.suretecsystems.com>
Message-ID: <38248.192.168.100.90.1143064669.squirrel@webmail.suretecsystems.com>

<quote who="Gavin Henry">
> Dear List,
>
> Just noticed no e-mails are getting sent out since yesterday
> (auto-replies) and we have this error when trying to search tickets:
>
> error:   	Can't locate object method "new" via package
> "RT::Interface::Web::QueryBuilder::Tree" at
> /opt/rt3/share/html/Search/Build.html line 509.
> context:
> ...
> 505:  	if (@current_values) {
> 506:  	foreach my $value (@current_values) {
> 507:  	my $parent = $value->getParent();
> 508:  	my $grandparent = $parent->getParent();
> 509:  	if ( !$grandparent->isRoot ) {
> 510:  	my $index = $parent->getIndex();
> 511:  	$parent->removeChild($value);
> 512:  	$grandparent->insertChild( $index, $value );
> 513:  	if ( $parent->isLeaf() ) {
> ...
> code stack:  	/opt/rt3/share/html/Search/Build.html:509
> /opt/rt3/share/html/Search/Build.html:260
> /opt/rt3/share/html/autohandler:215

Rebuilding and installing:

Scalar-List-Utils-1.18

Fixed it.

Was getting "Undefined subroutine &Scalar::Util::weaken called at" in the
logs.

Just for others, in case they search the archives ;-)

>
> --
> Kind Regards,
>
> Gavin Henry.
> Managing Director.
>
> T +44 (0) 1224 279484
> M +44 (0) 7930 323266
> F +44 (0) 1224 742001
> E ghenry at suretecsystems.com
>
> Open Source. Open Solutions(tm).
>
> http://www.suretecsystems.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 rtparies at gmail.com  Wed Mar 22 17:19:03 2006
From: rtparies at gmail.com (Randy Paries)
Date: Wed, 22 Mar 2006 16:19:03 -0600
Subject: [rt-users] need a scrip to notify me when i am the owner
In-Reply-To: <4421A1DB.4080105@ucrwcu.rwc.uc.edu>
References: <df6e4b490603221035q215101e4q611a9e99ad0c2262@mail.gmail.com>
	<CF8BAA6D-3E1D-4253-83F9-1B1EFD6ABBD9@khera.org>
	<4421A1DB.4080105@ucrwcu.rwc.uc.edu>
Message-ID: <df6e4b490603221419y3d443219g8d84243dd169264c@mail.gmail.com>

On 3/22/06, Drew Barnes <barnesaw at ucrwcu.rwc.uc.edu> wrote:
> http://wiki.bestpractical.com/index.cgi?NotifyOwner

Thanks but this does not help me.

i need the script to email ONLY if it is a particular user

Thanks




>
> See #2.
>
>
> Vivek Khera wrote:
> >
> > On Mar 22, 2006, at 1:35 PM, Randy Paries wrote:
> >
> >> what i need is a script that sends me notification when i am assigned
> >> the ticket.
> >
> > We never figured it out.  I think our conclusion was that the order of
> > scrips firing was such that the notices went out before the change of
> > owner was applied, so on owner change couldn't notify the *new* owner.
> >
> > please correct me if I'm wrong.  I'd love to have that functionality.
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly
> > 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
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>


From ruslan.zakirov at gmail.com  Wed Mar 22 17:28:19 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 23 Mar 2006 01:28:19 +0300
Subject: [rt-users] [PATCH] [RFC] fixed memory usage in rt-mailgate
Message-ID: <589c94400603221428hb84610cg4bdf1d5f925f643@mail.gmail.com>

  Hello, users and developers.
It's not a secrete that RT and its subsystems use more memory than
most people want.
I spent some time to write patch that tries to avoid using much memory
in rt-mailgate script.
With patch applied rt-mailgate should use fixed amount of memory and
shouldn't depend on size of the incomming message.

Patch report debug info about mailgate process size with GTop perl
module, if you want to try patch you have to install module.

--
Best regards, Ruslan.
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From ruslan.zakirov at gmail.com  Wed Mar 22 17:31:58 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 23 Mar 2006 01:31:58 +0300
Subject: [rt-users] Re: [PATCH] [RFC] fixed memory usage in rt-mailgate
In-Reply-To: <589c94400603221428hb84610cg4bdf1d5f925f643@mail.gmail.com>
References: <589c94400603221428hb84610cg4bdf1d5f925f643@mail.gmail.com>
Message-ID: <589c94400603221431r23e1372al22d5a015de70f407@mail.gmail.com>

real patch

On 3/23/06, Ruslan Zakirov <ruslan.zakirov at gmail.com> wrote:
>   Hello, users and developers.
> It's not a secrete that RT and its subsystems use more memory than
> most people want.
> I spent some time to write patch that tries to avoid using much memory
> in rt-mailgate script.
> With patch applied rt-mailgate should use fixed amount of memory and
> shouldn't depend on size of the incomming message.
>
> Patch report debug info about mailgate process size with GTop perl
> module, if you want to try patch you have to install module.
>
> --
> Best regards, Ruslan.
>
>


--
Best regards, Ruslan.
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From ruslan.zakirov at gmail.com  Wed Mar 22 17:42:16 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 23 Mar 2006 01:42:16 +0300
Subject: [rt-users] Query Builder
In-Reply-To: <4421C819.1080905@internode.com.au>
References: <4421C819.1080905@internode.com.au>
Message-ID: <589c94400603221442l71838b33p8a86ec9876cff752@mail.gmail.com>

RT version?

On 3/23/06, Luke Vanderfluit <lvanderf at internode.com.au> wrote:
> Hi.
>
> I've found what appears to be a bug in the query builder.
> When I build a query that needs to do search of contents of tickets.
> Say, for example, I search all tickets with the following query:
>
> Created > '2006-01-01' AND Content LIKE 'foo'
>
> that query could take a very long time to complete, which is normal (not
> acceptable but OK (-:)
>
> After the query has completed I go to delete the "AND Content LIKE
> 'foo'" phrase and the query seems to run again!
>
> I'm looking at the mysql processes that are triggered by this behaviour.
> It seems like the query builder might be using up resources that it
> shouldn't need to.
>
> Can anyone confirm this behaviour? That changing the composition of the
> query actually causes the query to run again?
>
> Thanks.
> Kind regards.
>
> --
> Luke
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>


--
Best regards, Ruslan.

From jesse at bestpractical.com  Wed Mar 22 17:48:04 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 22 Mar 2006 17:48:04 -0500
Subject: [rt-users] Re: [PATCH] [RFC] fixed memory usage in rt-mailgate
In-Reply-To: <589c94400603221431r23e1372al22d5a015de70f407@mail.gmail.com>
References: <589c94400603221428hb84610cg4bdf1d5f925f643@mail.gmail.com>
	<589c94400603221431r23e1372al22d5a015de70f407@mail.gmail.com>
Message-ID: <20060322224803.GB4283@bestpractical.com>




On Thu, Mar 23, 2006 at 01:31:58AM +0300, Ruslan Zakirov wrote:
> real patch

The gtop usage is just for debugging?


From purp at acm.org  Wed Mar 22 17:50:49 2006
From: purp at acm.org (Jim Meyer)
Date: Wed, 22 Mar 2006 14:50:49 -0800
Subject: [rt-users] FAQ: Finding Answers About RT
In-Reply-To: <589c94400603221328h2cf907b3m743f7c88836bb28c@mail.gmail.com>
References: <1143059638.22060.104.camel@zodiac.pdi.com>
	<589c94400603221328h2cf907b3m743f7c88836bb28c@mail.gmail.com>
Message-ID: <1143067849.22060.131.camel@zodiac.pdi.com>

Hello!

On Thu, 2006-03-23 at 00:28 +0300, Ruslan Zakirov wrote:
> :) Nice thing that people usually don't read :)
> It should be shorter, a lot of philosophy water, people ignore such guides.

Yeah, I have that concern re: length. Some of it gets addressed by a
more FAQ-like approach with sections and a table of contents at the very
top, which might look like this:

Finding Answers About RT

1. Introduction
2. Do the legwork
  2.1 Resources
    2.1.1 Best Practical Wiki: http://wiki.bestpractical.com/
    2.1.2 List Archives: http://gossamer-threads.com/lists/rt/
    2.1.3 Google: http://www.google.com/
[... &c.]

I think the philosophy is important for those who don't understand why
these things are important (I was one of them, long long ago). As to
reading it, well, if you're frustrated about not getting an answer you
really want/need and this gets posted (weekly? monthly?), there's an
increased chance of getting your eyes on it.

I've tossed it onto the wiki (http://wiki.bestpractical.com/?
FindingAnswersAboutRT) at Jesse's request. If nothing else, it can now
serve as one of those terse responses to poorly-asked questions. ;p

Cheers!

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



From ruslan.zakirov at gmail.com  Wed Mar 22 17:54:45 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 23 Mar 2006 01:54:45 +0300
Subject: [rt-users] Re: [PATCH] [RFC] fixed memory usage in rt-mailgate
In-Reply-To: <20060322224803.GB4283@bestpractical.com>
References: <589c94400603221428hb84610cg4bdf1d5f925f643@mail.gmail.com>
	<589c94400603221431r23e1372al22d5a015de70f407@mail.gmail.com>
	<20060322224803.GB4283@bestpractical.com>
Message-ID: <589c94400603221454g48622fefo549e615493f30073@mail.gmail.com>

On 3/23/06, Jesse Vincent <jesse at bestpractical.com> wrote:
>
>
>
> On Thu, Mar 23, 2006 at 01:31:58AM +0300, Ruslan Zakirov wrote:
> > real patch
>
> The gtop usage is just for debugging?
>
yep

--
Best regards, Ruslan.

From lvanderf at internode.com.au  Wed Mar 22 18:01:41 2006
From: lvanderf at internode.com.au (Luke Vanderfluit)
Date: Thu, 23 Mar 2006 09:31:41 +1030
Subject: [rt-users] Query Builder
In-Reply-To: <589c94400603221442l71838b33p8a86ec9876cff752@mail.gmail.com>
References: <4421C819.1080905@internode.com.au>
	<589c94400603221442l71838b33p8a86ec9876cff752@mail.gmail.com>
Message-ID: <4421D755.4020203@internode.com.au>

Hi.

Ruslan Zakirov wrote:

>RT version?
>  
>
3.4.5

>On 3/23/06, Luke Vanderfluit <lvanderf at internode.com.au> wrote:
>  
>
>>Hi.
>>
>>I've found what appears to be a bug in the query builder.
>>When I build a query that needs to do search of contents of tickets.
>>Say, for example, I search all tickets with the following query:
>>
>>Created > '2006-01-01' AND Content LIKE 'foo'
>>
>>that query could take a very long time to complete, which is normal (not
>>acceptable but OK (-:)
>>
>>After the query has completed I go to delete the "AND Content LIKE
>>'foo'" phrase and the query seems to run again!
>>
>>I'm looking at the mysql processes that are triggered by this behaviour.
>>It seems like the query builder might be using up resources that it
>>shouldn't need to.
>>
>>Can anyone confirm this behaviour? That changing the composition of the
>>query actually causes the query to run again?
>>
>>Thanks.
>>Kind regards.
>>
>>--
>>Luke
>>
>>_______________________________________________
>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>>Community help: http://wiki.bestpractical.com
>>Commercial support: sales at bestpractical.com
>>
>>
>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>Buy a copy at http://rtbook.bestpractical.com
>>
>>
>>We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>>
>>    
>>
>
>
>--
>Best regards, Ruslan.
>
>  
>


-- 
Luke

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From dshannon at techfluent.com  Wed Mar 22 18:18:40 2006
From: dshannon at techfluent.com (Duncan Shannon)
Date: Wed, 22 Mar 2006 17:18:40 -0600
Subject: [rt-users] FAQ: Finding Answers About RT
Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB4509CAC2@TF-FS2.internal.techfluent.com>

> I've tossed it onto the wiki (http://wiki.bestpractical.com/?
> FindingAnswersAboutRT) at Jesse's request. If nothing else, it can now


Bravo!  +1 for including it in the footer added to each post on the
lists (or at least a link to the mailing list archives)! (and perhaps
getting rid of some of the other stuff?)


From gurley at ion.chem.utk.edu  Wed Mar 22 18:17:07 2006
From: gurley at ion.chem.utk.edu (Bill Gurley)
Date: Wed, 22 Mar 2006 18:17:07 -0500
Subject: [rt-users] ticket email reply question
Message-ID: <4421DAF3.6010002@ion.chem.utk.edu>

I have a new RT system, and I am new to RT.  It's working great, but I'm 
still learning.  ;-)  I have a newbie question about email replies to 
tickets.

I just set up sendmail aliases for correspondence and comments for all 
of my queues.  In testing this, I discovered that in order to 
successfully reply to a ticket, I have to make sure that the From 
address in my message matches my identity in the RT instance. 
Otherwise, the message bounces, saying that a valid user could not be found.

Is there a way to have RT accept the email anyway, since there is a 
valid queue name and ticket number?  Most of us have multiple email 
address forms, and there is no way I am going to be able to get all of 
my users to use the correct From address.

Thanks,


-Bill-

---------------------------------
  Bill Gurley, Technical Director
  Department of Chemistry
  Univ. of Tennessee, Knoxville


From stegen.smith at websidestory.com  Wed Mar 22 18:36:02 2006
From: stegen.smith at websidestory.com (Stegen Smith)
Date: Wed, 22 Mar 2006 15:36:02 -0800
Subject: [rt-users] More rt2 -> rt3 conversion woes.
Message-ID: <20060322233602.GI38381@crosstalk.atomz.com>

Hello All,

So I've got another mucked up rt2 -> rt3 conversion issue.  I've searched
and read what I believe would be all the posts in regards to this, and
I've tried some of the things that they've told.

Here's the tale.  We've got an rt instance with almost 200k users, and a
little over 300k tickets.  I've got some new hardware to put the latest
version of rt on.  So i've got the new system setup and ready to go for rt3.
No biggy.

I've made a copy of the original rt database and put the copy on a staging
system while I test out the rt2 -> rt3 export/import script, as to not mess with
production instances.  I had DBIx::SearchBuilder-1.39 installed (the
only reason I mention this, was that this module was the focal point of
other questions regarding the import).  I was able to do an export, but
like others, I was not able to import.  There was a lot of user (and later to
be found... a lot of other) information that was missing.            
 
I downgraded the DBIx::SearchBuilder down to 0.61, and started an export.
It just churned, churned, and chuned some more before the perl process
took all memory and exited out.  Quirky, I thought.  I figured that this
must have to do with the amount of users that we have, since that's the  
first stage of the export process.   I re-upgraded to 1.39 and ran an
export, to at least get the user data out.  I then massaged that data 
with another script to populate the rest of the missing fields from the
database.

It also exported the queues, tickets and so forth, but all that information was
bunk as well.  However, the users were ok!  I copied the metadata and tickets
over and imported the users using SearchBuilder-1.39 (I believe... this process
has been painful.)  Things went well until it had to import everything else,
which it couldn't once I got past the user import.  Gah!  
 
I decided to go back to the staging host and nuke the users, or at least the
users without the Privileged bit set.  I downgraded SearchBuilder back to 0.61,
and restarted the export.  This time it started cranking through everything.
It didn't have any memory issues, and I was able to successfully (From what
I gathered) export everything else.  I did comparisons of the values I was
able to export using 0.61 versus 1.39, and the 0.61 export had a bit more
information.  So I assumed the export went ok.
 
I took this exported data and copied it back to the new rt instance.  I was
still using SearchBuilder-1.39, and when I do the import, here is the issue
that I run into:
 
<output snippet>   
rt2# ./dumpfile-to-rt-3.0 test
Importing users
.... user stuff ...
.uCreating user stegen
.
Importing groups
rrrCouldn't load principal "" to grant them AdminGroups globally
$VAR1 = {
          'PrincipalType' => 'Group',
          'PrincipalId' => '7',
          'Name' => 'AdminGroups'
        };
[Wed Mar 22 23:21:48 2006] [crit]: 1 (/usr/local/rt/lib/RT/ACE_Overlay.pm:906)
[Wed Mar 22 23:21:48 2006] [crit]: Can't load a principal for id  (/usr/local/rt
/lib/RT/ACE_Overlay.pm:907)
rrr[Wed Mar 22 23:21:48 2006] [crit]: 1 (/usr/local/rt/lib/RT/ACE_Overlay.pm:906
)
[Wed Mar 22 23:21:48 2006] [crit]: Can't load a principal for id  (/usr/local/rt
/lib/RT/ACE_Overlay.pm:907)
rrrrCouldn't load principal "" to grant them AdminKeywords globally
$VAR1 = {
          'PrincipalType' => 'Group',
          'PrincipalId' => '7',
          'Name' => 'AdminKeywords'
        };
</output snippet>
 
gah... good times.  For giggles and grins, I decided to downgrade SearchBuilder
down to 0.61, to see what happens.
 
Here's what happens:
<another output snippet>
rt2# ./dumpfile-to-rt-3.0 test
Importing users
uCreating user ronni
.uCreating user root
.[Wed Mar 22 23:27:09 2006] [crit]: Can't locate object method "ApplyLimits" via
 package "RT::Handle" at /usr/local/rt/lib/RT/Principal_Overlay.pm line 417.
 (/usr/local/rt/lib/RT.pm:276)
</another output snippet>

ApplyLimits being a method that does not exist in SearchBuilder-0.61.

So I've been sitting here trying to get some sort of import to work.  I'm
wondering if anyone else may have any insight as to what is going on.   I'm
sure there's some information that I'm neglecting to include... 

Anyways... any help would be appreciated.

thanks!
stegen


From ted at impulse.net  Wed Mar 22 18:06:55 2006
From: ted at impulse.net (Ted Cabeen)
Date: Wed, 22 Mar 2006 15:06:55 -0800
Subject: [rt-users] Errors when replying to a ticket with a very long
	subject
In-Reply-To: <20060322022754.GY4283@bestpractical.com> (Jesse Vincent's
	message of "Tue, 21 Mar 2006 21:27:55 -0500")
References: <87y7z3gx80.fsf@gray.impulse.net>
	<20060322022754.GY4283@bestpractical.com>
Message-ID: <87r74udqpc.fsf@gray.impulse.net>

Jesse Vincent <jesse at bestpractical.com> writes:

> On Tue, Mar 21, 2006 at 04:05:35PM -0800, Ted Cabeen wrote:
>> I'm getting the following errors in my apache error log whenever a
>> user replies via email to a ticket with a very long subject:
>
> What RT and SearchBuilder are you running? What database?

DBIx::SearchBuilder 1.38
RT 3.4.5

Database is postgresql 7.4.5.

>> [Tue Mar 21 23:55:08 2006] [crit]: RT::Attachment->Create couldn't, as you didn't specify a transaction
>>  (/usr/local/rt3/lib/RT/Attachment_Overlay.pm:147)
>> [Tue Mar 21 23:55:08 2006] [err]: RT::Ticket=HASH(0x9ce3304) couldn't init a transaction Transaction Created (/usr/local/rt3/lib/RT/Ticket_Overlay.pm:2413)
>> [Tue Mar 21 23:55:08 2006] [crit]: Message could not be recorded (/usr/local/rt3/lib/RT/Interface/Email.pm:816)
>> 
>> It looks like the problem occurs with any subject that is longer than
>> 110 characters.  I can open a long subject ticket via email and open,
>> reply or comment on a long subject ticket through the web interface
>> without a problem.  However, whenever I try to enter a reply to it via
>> email, I get the above errors.  Has anyone seen/worked around this
>> error before, or should I open a bug on it?
>> 
>> -- 
>> Ted Cabeen
>> Sr. Systems/Network Administrator
>> Impulse Internet Services
>> 
>> 
>> 
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> 
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>> 
>> 
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>> 
>> 
>> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>> 
>
> -- 
>

-- 
Ted Cabeen
Sr. Systems/Network Administrator
Impulse Internet Services


From kerrboy at gmail.com  Wed Mar 22 19:21:24 2006
From: kerrboy at gmail.com (Brian Kerr)
Date: Wed, 22 Mar 2006 19:21:24 -0500
Subject: [rt-users] More rt2 -> rt3 conversion woes.
In-Reply-To: <20060322233602.GI38381@crosstalk.atomz.com>
References: <20060322233602.GI38381@crosstalk.atomz.com>
Message-ID: <b83c9e30603221621ve9f36d4r65faaf365ef8e32b@mail.gmail.com>

On 3/22/06, Stegen Smith <stegen.smith at websidestory.com> wrote:
> Hello All,
>
> So I've got another mucked up rt2 -> rt3 conversion issue.  I've searched
> and read what I believe would be all the posts in regards to this, and
> I've tried some of the things that they've told.
>
> Here's the tale.  We've got an rt instance with almost 200k users, and a
> little over 300k tickets.  I've got some new hardware to put the latest
> version of rt on.  So i've got the new system setup and ready to go for rt3.
> No biggy.
...

Brutal, I went through this with a 800,000 ticket system - your pain
is heartfelt!

> I downgraded the DBIx::SearchBuilder down to 0.61, and started an export.
> It just churned, churned, and chuned some more before the perl process
> took all memory and exited out.  Quirky, I thought.  I figured that this
> must have to do with the amount of users that we have, since that's the
> first stage of the export process.   I re-upgraded to 1.39 and ran an
> export, to at least get the user data out.  I then massaged that data
> with another script to populate the rest of the missing fields from the
> database.

You need to prune the Users table - I suspect your system received a
large number of spam emails at one point, or it truly has a large
number of distinct Users.

At any rate, check this post:

http://lists.bestpractical.com/pipermail/rt-users/2004-September/025971.html

I basically pruned off all users older than 3 months in order to get
the import to work.  It was smooth sailing after that point.

Hope this helps!


From jesse at bestpractical.com  Wed Mar 22 19:38:35 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 22 Mar 2006 19:38:35 -0500
Subject: [rt-users] Errors when replying to a ticket with a very long
	subject
In-Reply-To: <87r74udqpc.fsf@gray.impulse.net>
References: <87y7z3gx80.fsf@gray.impulse.net>
	<20060322022754.GY4283@bestpractical.com>
	<87r74udqpc.fsf@gray.impulse.net>
Message-ID: <20060323003835.GD4283@bestpractical.com>




On Wed, Mar 22, 2006 at 03:06:55PM -0800, Ted Cabeen wrote:
> Jesse Vincent <jesse at bestpractical.com> writes:
> 
> > On Tue, Mar 21, 2006 at 04:05:35PM -0800, Ted Cabeen wrote:
> >> I'm getting the following errors in my apache error log whenever a
> >> user replies via email to a ticket with a very long subject:
> >
> > What RT and SearchBuilder are you running? What database?
> 
> DBIx::SearchBuilder 1.38
> RT 3.4.5

That should be recent enough to do the right thing. What are you seeing
in your database error logs?

> 
> Database is postgresql 7.4.5.
> 
> >> [Tue Mar 21 23:55:08 2006] [crit]: RT::Attachment->Create couldn't, as you didn't specify a transaction
> >>  (/usr/local/rt3/lib/RT/Attachment_Overlay.pm:147)
> >> [Tue Mar 21 23:55:08 2006] [err]: RT::Ticket=HASH(0x9ce3304) couldn't init a transaction Transaction Created (/usr/local/rt3/lib/RT/Ticket_Overlay.pm:2413)
> >> [Tue Mar 21 23:55:08 2006] [crit]: Message could not be recorded (/usr/local/rt3/lib/RT/Interface/Email.pm:816)
> >> 
> >> It looks like the problem occurs with any subject that is longer than
> >> 110 characters.  I can open a long subject ticket via email and open,
> >> reply or comment on a long subject ticket through the web interface
> >> without a problem.  However, whenever I try to enter a reply to it via
> >> email, I get the above errors.  Has anyone seen/worked around this
> >> error before, or should I open a bug on it?
> >> 
> >> -- 
> >> Ted Cabeen
> >> Sr. Systems/Network Administrator
> >> Impulse Internet Services
> >> 
> >> 
> >> 
> >> _______________________________________________
> >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >> 
> >> Community help: http://wiki.bestpractical.com
> >> Commercial support: sales at bestpractical.com
> >> 
> >> 
> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> >> Buy a copy at http://rtbook.bestpractical.com
> >> 
> >> 
> >> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
> >> 
> >
> > -- 
> >
> 
> -- 
> Ted Cabeen
> Sr. Systems/Network Administrator
> Impulse Internet Services
> 

-- 


From ted at impulse.net  Wed Mar 22 19:56:39 2006
From: ted at impulse.net (Ted Cabeen)
Date: Wed, 22 Mar 2006 16:56:39 -0800
Subject: [rt-users] Errors when replying to a ticket with a very long
	subject
In-Reply-To: <20060323003835.GD4283@bestpractical.com> (Jesse Vincent's
	message of "Wed, 22 Mar 2006 19:38:35 -0500")
References: <87y7z3gx80.fsf@gray.impulse.net>
	<20060322022754.GY4283@bestpractical.com>
	<87r74udqpc.fsf@gray.impulse.net>
	<20060323003835.GD4283@bestpractical.com>
Message-ID: <87zmjic720.fsf@gray.impulse.net>

Jesse Vincent <jesse at bestpractical.com> writes:

> On Wed, Mar 22, 2006 at 03:06:55PM -0800, Ted Cabeen wrote:
>> Jesse Vincent <jesse at bestpractical.com> writes:
>> 
>> > On Tue, Mar 21, 2006 at 04:05:35PM -0800, Ted Cabeen wrote:
>> >> I'm getting the following errors in my apache error log whenever a
>> >> user replies via email to a ticket with a very long subject:
>> >
>> > What RT and SearchBuilder are you running? What database?
>> 
>> DBIx::SearchBuilder 1.38
>> RT 3.4.5
>
> That should be recent enough to do the right thing. What are you seeing
> in your database error logs?

Good question!  That points right at the problem:
ERROR:  value too long for type character varying(100)

My transactions table has data defined as a varchar(100), and in the
current schema for Pg, those fields are varchar(255).

Is anything going to break if I just change the type of the data field
to varchar(255) or text?  Is there any reason those fields are varchar
instead of text?

I should have checked the DB error logs earlier.

>> Database is postgresql 7.4.5.
>>
>> >> [Tue Mar 21 23:55:08 2006] [crit]: RT::Attachment->Create couldn't, as you didn't specify a transaction
>> >>  (/usr/local/rt3/lib/RT/Attachment_Overlay.pm:147)
>> >> [Tue Mar 21 23:55:08 2006] [err]: RT::Ticket=HASH(0x9ce3304) couldn't init a transaction Transaction Created (/usr/local/rt3/lib/RT/Ticket_Overlay.pm:2413)
>> >> [Tue Mar 21 23:55:08 2006] [crit]: Message could not be recorded (/usr/local/rt3/lib/RT/Interface/Email.pm:816)
>> >> 
>> >> It looks like the problem occurs with any subject that is longer than
>> >> 110 characters.  I can open a long subject ticket via email and open,
>> >> reply or comment on a long subject ticket through the web interface
>> >> without a problem.  However, whenever I try to enter a reply to it via
>> >> email, I get the above errors.  Has anyone seen/worked around this
>> >> error before, or should I open a bug on it?
>> >> 
>> >> -- 
>> >> Ted Cabeen
>> >> Sr. Systems/Network Administrator
>> >> Impulse Internet Services
>> >> 
>> >> 
>> >> 
>> >> _______________________________________________
>> >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> >> 
>> >> Community help: http://wiki.bestpractical.com
>> >> Commercial support: sales at bestpractical.com
>> >> 
>> >> 
>> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> >> Buy a copy at http://rtbook.bestpractical.com
>> >> 
>> >> 
>> >> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>> >> 
>> >
>> > -- 
>> >
>> 
>> -- 
>> Ted Cabeen
>> Sr. Systems/Network Administrator
>> Impulse Internet Services
>> 
>
> -- 
>

-- 
Ted Cabeen
Sr. Systems/Network Administrator
Impulse Internet Services


From rtparies at gmail.com  Wed Mar 22 20:47:20 2006
From: rtparies at gmail.com (Randy Paries)
Date: Wed, 22 Mar 2006 19:47:20 -0600
Subject: [rt-users] trying to install RTFM for the first time,
	README seems to be incorrect
Message-ID: <df6e4b490603221747l7a9f9488n337ab0c5187a3b2@mail.gmail.com>

Hello
I hope this mailing list is for this as well

Just download the latest RTFM-2.1.40.tar.gz

following the README"

-------------------------------------snippet-----------------------------------
RTFM requires a few modules in addition to RT's standartd dependencies.
You can install them by executing the command:

    perl -MCPAN -e'install Text::WikiFormat'
    perl -MCPAN -e'install HTML::TreeBuilder'
    perl -MCPAN -e'install HTML::Format'


the first two installed fine

the last one::
 perl -MCPAN -e'install HTML::Format'
CPAN: Storable loaded ok
Going to read /root/.cpan/Metadata
  Database was generated on Mon, 20 Mar 2006 22:10:34 GMT
Warning: Cannot install HTML::Format, don't know what it is.
Try the command

    i /HTML::Format/

to find objects with matching identifiers.


thanks for any help


From gurley at ion.chem.utk.edu  Wed Mar 22 20:49:16 2006
From: gurley at ion.chem.utk.edu (Bill Gurley)
Date: Wed, 22 Mar 2006 20:49:16 -0500
Subject: [rt-users] Re: ticket email reply question - FOLLOWUP (LDAP
	involved)
Message-ID: <4421FE9C.80509@ion.chem.utk.edu>

OK, I'm following up on my own post because I just discovered a recent
thread that relates to it, and now I realize that my LDAP auth setup may
be involved.

My earlier post was:

 > I have a new RT system, and I am new to RT.  It's working great, but
 > I'm still learning.   ;-)    I have a newbie question about email
 > replies to tickets.
 >
 > I just set up sendmail aliases for correspondence and comments for
 > all of my queues.  In testing this, I discovered that in order to
 > successfully reply to a ticket, I have to make sure that the From
 > address in my message matches my identity in the RT instance.
 > Otherwise, the message bounces, saying that a valid user could not be
 > found.
 >
 > Is there a way to have RT accept the email anyway, since there is a
 > valid queue name and ticket number?  Most of us have multiple email
 > address forms, and there is no way I am going to be able to get all
 > of my users to use the correct From address.



So tonight I noticed that there was a thread a couple of days ago about 
a similar issue;  Jim Meyer responded that he would look into how it 
might be resolved, since his LDAP overlay was being used.

I'm using that overlay too.  (Thanks, Jim!)

Here is the problem that I am concerned about:  Suppose user Joe Blow is 
in LDAP and is a valid RT user with the email address 
blow at host.server.domain.com.  But that person also has a corporate email 
alias joe_blow at domain.com.  If Joe receives an email from the RT system 
and then chooses to Reply to it, the RT system will bounce the message 
unless he is using the correct From address of blow at server.domain.com. 
If he uses the shorter alias as his From address, it will bounce.  In 
this case, it is not desirable (is it?) to autocreate a different user, 
since Joe Blow is already a valid user with one of these email 
addresses.  In other words, even if the autocreate was working, I 
wouldn't want to duplicate this person in RT.

Comments?

Thanks,


-Bill-

---------------------------------
  Bill Gurley, Technical Director
  Department of Chemistry
  Univ. of Tennessee, Knoxville


From RGhiz at evergreensolar.com  Wed Mar 22 21:10:09 2006
From: RGhiz at evergreensolar.com (Richard Ghiz)
Date: Wed, 22 Mar 2006 21:10:09 -0500
Subject: [rt-users] RT Newbie trying to resolve Date Issue
Message-ID: <C65B794C3AA9044FBF3B955A5657283A0103DB56@egsmail01.egsolar.local>

Running V3.4.5.

 

TZ set properly in siteconfig and Set($DateDayBeforeMonth , 1);

 

Here's the problem;

When tickets are created or replied via email or web gui, the create
dates and update date are set ok using mm/dd/yyyy format.

 

When updating any dates via the web interface using mm/dd/yyyy format
results in the date being translated as dd/mm/yyyy.  As example entering
a date of "03/22/2006" results in "Fri Oct 05 00:00:00 2007" once the
screen refreshes.

 

 

Regards

Rich

 

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From ravinegodawatte at gmail.com  Wed Mar 22 22:43:25 2006
From: ravinegodawatte at gmail.com (Ravin Egodawatte)
Date: Thu, 23 Mar 2006 09:43:25 +0600
Subject: [rt-users] RT on Fedora core 4
Message-ID: <dd27b60e0603221943u64ccdbf1o431a00053e38c68a@mail.gmail.com>

Hi All,
I am setting up RT on FC4 and I managed to up apache2. But whrn I try RT
home page I getting the following error in the apache error_log

The 'comp' parameter (undef) to HTML::Mason::Request::CGI->new() was an
'undef', which is not one of the allowed types: scalar object
Stack:
  [/usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/CGIHandler.pm:127]
  [/usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/CGIHandler.pm:63]
  [/opt/rt3/bin/webmux.pl:123]
  [-e:0]
 (/opt/rt3/bin/webmux.pl:125)

Following are the modules installed
 RT 3.5.5
Apache2
Mod_perl 2.0.1
Mysql 4.1.12
Perl 5.8.6
HTML::Mason 1.3101 (except mysql all others are installed using source
distributions)
Thanks
Ravin Egodawatte
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From rini at arvoo.nl  Thu Mar 23 03:13:58 2006
From: rini at arvoo.nl (Rini van Zetten)
Date: Thu, 23 Mar 2006 09:13:58 +0100
Subject: [rt-users] rt-mailgate + procmail issues
Message-ID: <01c901c64e51$be2cc380$2b00a8c0@ARV127>

Hello list,

I have some problems with procmail in the case that rt-mailgate returns an error.

it seems that when rt-mailgate errors (apache or mysql down) the mails disappears.

i browse hte list history and found some tips using the :0e option but until now it refuses to do what i want

this is my current .procmailrc

PATH=/usr/bin:/usr/local/bin
MAILDIR=$HOME
LOGFILE=$MAILDIR/procmail.log
VERBOSE=yes
SHELL=/bin/sh

:0
{
    :0
    | /opt/rt3/bin/rt-mailgate --queue support --action correspond --url http://192.168.0.2/rt
    
    :0e
    ! myname at mydomain.nl
}

:0
! myname at mydomain.nl

and of course i fill in real email adresses.

If apache and mysql are up, then everything works fine.


Anybody can help me ?

Regards,
Rini
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From ruslan.zakirov at gmail.com  Thu Mar 23 07:54:42 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 23 Mar 2006 15:54:42 +0300
Subject: [rt-users] Re: [Rt-devel] Problem with Rt-Shredder
In-Reply-To: <3E88364AF578694C9BBFE357115E2EDE01F05AB8@jsy-qr-is.is.foreshore.net>
References: <3E88364AF578694C9BBFE357115E2EDE01F05AB8@jsy-qr-is.is.foreshore.net>
Message-ID: <589c94400603230454y13208354y6b5fd3003b9fc447@mail.gmail.com>

RT version? Shredder version?
What did you do when you got this?
What other errors near that one?

This thread should be in rt-users@ and also always Cc to the author of
the extension.

On 3/23/06, Dave Wells <dave.wells at foreshore.net> wrote:
> Hi,
>
> I am using rt-shredder to thin out my RT database. However I keep
> getting the following error:
>
> [Thu Mar 23 11:31:48 2006] [crit]: Can't locate object method "caught"
> via package "RTx::Shredder::Exception::Info"
>
> Does anyone know how to fix this?
>
> Regards
>
> Dax
>
> ______________________________________________________________________
> This email has been scanned by the MessageLabs Email Security System.
> For more information please visit http://www.messagelabs.com/email
> ______________________________________________________________________
> _______________________________________________
> List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel
>
> Best Practical is hiring! Come hack Perl for us: http://bestpractical.com/about/jobs.html
>


--
Best regards, Ruslan.

From barnesaw at ucrwcu.rwc.uc.edu  Thu Mar 23 08:22:29 2006
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 23 Mar 2006 08:22:29 -0500
Subject: [rt-users] need a scrip to notify me when i am the owner
In-Reply-To: <df6e4b490603221419y3d443219g8d84243dd169264c@mail.gmail.com>
References: <df6e4b490603221035q215101e4q611a9e99ad0c2262@mail.gmail.com>	
	<CF8BAA6D-3E1D-4253-83F9-1B1EFD6ABBD9@khera.org>	
	<4421A1DB.4080105@ucrwcu.rwc.uc.edu>
	<df6e4b490603221419y3d443219g8d84243dd169264c@mail.gmail.com>
Message-ID: <4422A115.2010103@ucrwcu.rwc.uc.edu>

Look at the code for the OnOwnerChange condition and create a custom 
condition to suit your needs.

Randy Paries wrote:
> On 3/22/06, Drew Barnes <barnesaw at ucrwcu.rwc.uc.edu> wrote:
>   
>> http://wiki.bestpractical.com/index.cgi?NotifyOwner
>>     
>
> Thanks but this does not help me.
>
> i need the script to email ONLY if it is a particular user
>
> Thanks
>
>
>
>
>   
>> See #2.
>>
>>
>> Vivek Khera wrote:
>>     
>>> On Mar 22, 2006, at 1:35 PM, Randy Paries wrote:
>>>
>>>       
>>>> what i need is a script that sends me notification when i am assigned
>>>> the ticket.
>>>>         
>>> We never figured it out.  I think our conclusion was that the order of
>>> scrips firing was such that the notices went out before the change of
>>> owner was applied, so on owner change couldn't notify the *new* owner.
>>>
>>> please correct me if I'm wrong.  I'd love to have that functionality.
>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly
>>> 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
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly 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 JoopvandeWege at mococo.nl  Thu Mar 23 09:34:49 2006
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Thu, 23 Mar 2006 15:34:49 +0100
Subject: [rt-users] RT VMWare appliance
In-Reply-To: <20060317154151.GA15068@bestpractical.com>
References: <20060317143956.9F1A.JOOPVANDEWEGE@mococo.nl>
	<20060317154151.GA15068@bestpractical.com>
Message-ID: <20060323151935.E668.JOOPVANDEWEGE@mococo.nl>


On Fri, 17 Mar 2006 10:41:52 -0500
Jesse Vincent <jesse at bestpractical.com> wrote:

> 
> 
> 
> On Fri, Mar 17, 2006 at 02:54:50PM +0100, Joop van de Wege wrote:
> > I have been testing my setup and can't get it any smaller then 6Gb
> > system and 2Gb swap which can be shrunken to about 980Mb.
> > I have to say that this is a Ubuntu 'Workstation' install which means it
> > has X installed and probably a whole lot of apps and services which you
> > don't need. I could find my way around a terminal only installation but
> > a lot of people can't. So the questions is, is this size acceptable or
> > should I try to dump as much unneeded stuff as I see fit?
> 
> I did my install in ubuntu's "server" mode. I can get a compressed disk
> image of about 300 megs. (I'm running behind on getting the announcement
> of the torrent site out due to some family stuff.)   Of course, the
> bugzilla VMWare image is about 50 megs. We've got a ways to go to keep
> up with the Joneses ;)
> 
I finally managed to finish my work on this and have the ubuntu.7z to a
size of 380Mb. This expands to a VMWare image of 2.5Gb. 
This includes:
- Ubuntu installed in "server" mode
- Apache-2.0.54 mod_perl-2.0.1 Perl-5.8.7
- RT-3.4.5
- OracleXE
- Sendmail-8.13.4-3, configured rt(-comment) email alias
- gcc and related packages.

I might install RTFM (svn) and AT to make it a complete package,
everything else can be done by the end user.

Joop

-- 
Joop van de Wege <JoopvandeWege at mococo.nl>



From sturner at MIT.EDU  Thu Mar 23 09:44:03 2006
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 23 Mar 2006 09:44:03 -0500
Subject: [rt-users] FAQ: Finding Answers About RT
In-Reply-To: <1143067849.22060.131.camel@zodiac.pdi.com>
References: <1143059638.22060.104.camel@zodiac.pdi.com>
	<589c94400603221328h2cf907b3m743f7c88836bb28c@mail.gmail.com>
	<1143067849.22060.131.camel@zodiac.pdi.com>
Message-ID: <6.2.3.4.2.20060323094114.07f3e138@po14.mit.edu>

At Wednesday 3/22/2006 05:50 PM, Jim Meyer wrote:
>Hello!
>
>On Thu, 2006-03-23 at 00:28 +0300, Ruslan Zakirov wrote:
> > :) Nice thing that people usually don't read :)
> > It should be shorter, a lot of philosophy water, people ignore such guides.

I like that phrase "philosophy water"!

The intention is good but I fear that this would just become noise, 
so the wiki is a good place for it. You probably saw this already 
Jim, but I just wanted to point out that some of the info is already 
in the wiki under FAQ.

Thanks,
Steve




From sturner at MIT.EDU  Thu Mar 23 09:50:12 2006
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 23 Mar 2006 09:50:12 -0500
Subject: [rt-users] RT Newbie trying to resolve Date Issue
In-Reply-To: <C65B794C3AA9044FBF3B955A5657283A0103DB56@egsmail01.egsolar
	.local>
References: <C65B794C3AA9044FBF3B955A5657283A0103DB56@egsmail01.egsolar.local>
Message-ID: <6.2.3.4.2.20060323094831.07e884b0@po14.mit.edu>

At Wednesday 3/22/2006 09:10 PM, Richard Ghiz wrote:
>Running V3.4.5.
>
>TZ set properly in siteconfig and Set($DateDayBeforeMonth , 1);
>

Above is the problem - you want to set this to 0. Otherwise 3/22 is 
interpreted as the 3rd day of the 22nd month

Steve




From RGhiz at evergreensolar.com  Thu Mar 23 10:01:08 2006
From: RGhiz at evergreensolar.com (Richard Ghiz)
Date: Thu, 23 Mar 2006 10:01:08 -0500
Subject: [rt-users] RT Newbie trying to resolve Date Issue
Message-ID: <C65B794C3AA9044FBF3B955A5657283A0103DCB4@egsmail01.egsolar.local>

Got it
thanks

Regards
Rich


-----Original Message-----
From: Stephen Turner [mailto:sturner at MIT.EDU] 
Sent: Thursday, March 23, 2006 9:50 AM
To: Richard Ghiz; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT Newbie trying to resolve Date Issue

At Wednesday 3/22/2006 09:10 PM, Richard Ghiz wrote:
>Running V3.4.5.
>
>TZ set properly in siteconfig and Set($DateDayBeforeMonth , 1);
>

Above is the problem - you want to set this to 0. Otherwise 3/22 is 
interpreted as the 3rd day of the 22nd month

Steve






From jjesse at ftpb.com  Thu Mar 23 11:24:36 2006
From: jjesse at ftpb.com (Jonathan Jesse)
Date: Thu, 23 Mar 2006 11:24:36 -0500
Subject: [rt-users] LDAP Implementation Summary Page
Message-ID: <A54229E93E23F34CB267F60E2E39D4FD0184C463@mail1.founderstrust.net>

Jim,

I know it seems like a silly question to ask, but does the LDAP overlay
work only with FastCGI or does it not matter?  I was looking at
http://blank.org/memory/output/rt-ad-sso.html which only uses FastCGI
and was running into some issues that I probably screwed up myself.

Jonathan

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jim Meyer
Sent: Tuesday, March 21, 2006 8:47 PM
To: Request Tracker Users Mailing List
Subject: [rt-users] LDAP Implementation Summary Page

Hello!

I've done a quick summary of the various LDAP-for-RT implementations for
the wiki to help guide folks to the one they'd most prefer. You'll find
it at:

    http://wiki.bestpractical.com/?LdapSummary

I've also revamped the page(s) for the overlay I support:

    http://wiki.bestpractical.com/?LDAP

... and will be fleshing those out a bit further in the next week.

Cheers!

--j, tying up loose ends.
-- 
Jim Meyer, Geek at Large                                    purp at acm.org

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

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


We're hiring! Come hack Perl for Best Practical:
http://bestpractical.com/about/jobs.html


From purp at acm.org  Thu Mar 23 12:13:41 2006
From: purp at acm.org (Jim Meyer)
Date: Thu, 23 Mar 2006 09:13:41 -0800
Subject: [rt-users] FAQ: Finding Answers About RT
In-Reply-To: <6.2.3.4.2.20060323094114.07f3e138@po14.mit.edu>
References: <1143059638.22060.104.camel@zodiac.pdi.com>
	<589c94400603221328h2cf907b3m743f7c88836bb28c@mail.gmail.com>
	<1143067849.22060.131.camel@zodiac.pdi.com>
	<6.2.3.4.2.20060323094114.07f3e138@po14.mit.edu>
Message-ID: <1143134021.14015.12.camel@zodiac.pdi.com>

Hello!

On Thu, 2006-03-23 at 09:44 -0500, Stephen Turner wrote:
> The intention is good but I fear that this would just become noise, 
> so the wiki is a good place for it. [...] some of the info is already 
> in the wiki under FAQ.

That's kinda why I thought it should be a semi-regular posting to the
list -- it's either going unnoticed or unheeded. I'd guess it's a
combination of low visibility and focused approach -- most folks don't
know about it until their first question is answered with a link; after
that, they mostly search with little exploration.

That said, it's in the wiki:

   http://wiki.bestpractical.com/?FindingAnswersAboutRT

... and I may add it to my .sig. =]

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



From jesse at bestpractical.com  Thu Mar 23 12:19:42 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 23 Mar 2006 12:19:42 -0500
Subject: [rt-users] FAQ: Finding Answers About RT
In-Reply-To: <1143134021.14015.12.camel@zodiac.pdi.com>
References: <1143059638.22060.104.camel@zodiac.pdi.com>
	<589c94400603221328h2cf907b3m743f7c88836bb28c@mail.gmail.com>
	<1143067849.22060.131.camel@zodiac.pdi.com>
	<6.2.3.4.2.20060323094114.07f3e138@po14.mit.edu>
	<1143134021.14015.12.camel@zodiac.pdi.com>
Message-ID: <20060323171942.GD4283@bestpractical.com>


On Thu, Mar 23, 2006 at 09:13:41AM -0800, Jim Meyer wrote:
> That's kinda why I thought it should be a semi-regular posting to the
> list -- it's either going unnoticed or unheeded. I'd guess it's a
> combination of low visibility and focused approach -- most folks don't
> know about it until their first question is answered with a link; after
> that, they mostly search with little exploration.

I've just added it to the message sent to new subscribers to rt-users.

Let's see how that does.

Jesse


From purp at acm.org  Thu Mar 23 12:37:49 2006
From: purp at acm.org (Jim Meyer)
Date: Thu, 23 Mar 2006 09:37:49 -0800
Subject: [rt-users] Self user creation
In-Reply-To: <44217918.2050100@lbl.gov>
References: <20060319165530.22F514D80CD@diesel.bestpractical.com>
	<441EE317.4060904@lbl.gov> <441EEC97.7050203@rice.edu>
	<44204B23.7080406@lbl.gov> <1142971502.30421.69.camel@zodiac.pdi.com>
	<44217918.2050100@lbl.gov>
Message-ID: <1143135469.14015.25.camel@zodiac.pdi.com>

Hello!

On Wed, 2006-03-22 at 08:19 -0800, Anthony Lincoln wrote:
> I might be.  It would be great to synch back up with the branch when 3.6 
> comes out, without having to integrate all my custom code again.  The 
> new functionality you described, plus TLS sessions that required 
> specific server certs (to prevent man-in-middle exploits), should work 
> in my environment.  A logging option that sends back actual LDAP error 
> strings (ldap_error_text) would be nice to have for troubleshooting. 
> I'd be happy to contribute code review/diffs to help make this happen.

I'm not sure about requiring specific certs; we don't do/need TLS here,
so I've largely just polished the previous implementations of that. I'd
love a more in depth explanation ... or a code contrib. =]

The implementation does, however, uniformly provide ldap_error_name
information; the code looks like this:

    $RT::Logger->info((caller(0))[3], "AUTH FAILED", $self->Name, 
                      "(can't bind:", ldap_error_name($msg->code), 
                      $msg->code, ")");

The caller() bit is just "figure out my function name". The code is
available for review at:

    http://wiki.bestpractical.com/?LdapUserLocalOverlay

Cheers!

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



From Ahalya_Nathan at mudnebr.com  Thu Mar 23 11:42:31 2006
From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya)
Date: Thu, 23 Mar 2006 10:42:31 -0600
Subject: [rt-users] LDAP Implementation Summary Page
Message-ID: <D822A1AD37DDBB4CA20C434BA9BA10EF01A5DD2D@MALCWH02.mud.com>

It doesn't matter if RT runs with fastcgi/ mod_perl. You should still be
able to use the LDAP overlay in RT.


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jonathan
Jesse
Sent: Thursday, March 23, 2006 10:25 AM
To: Jim Meyer; Request Tracker Users Mailing List
Subject: RE: [rt-users] LDAP Implementation Summary Page

Jim,

I know it seems like a silly question to ask, but does the LDAP overlay
work only with FastCGI or does it not matter?  I was looking at
http://blank.org/memory/output/rt-ad-sso.html which only uses FastCGI
and was running into some issues that I probably screwed up myself.

Jonathan

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jim Meyer
Sent: Tuesday, March 21, 2006 8:47 PM
To: Request Tracker Users Mailing List
Subject: [rt-users] LDAP Implementation Summary Page

Hello!

I've done a quick summary of the various LDAP-for-RT implementations for
the wiki to help guide folks to the one they'd most prefer. You'll find
it at:

    http://wiki.bestpractical.com/?LdapSummary

I've also revamped the page(s) for the overlay I support:

    http://wiki.bestpractical.com/?LDAP

... and will be fleshing those out a bit further in the next week.

Cheers!

--j, tying up loose ends.
-- 
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
_______________________________________________
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Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly 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 les at futuresource.com  Thu Mar 23 13:39:14 2006
From: les at futuresource.com (Les Mikesell)
Date: Thu, 23 Mar 2006 12:39:14 -0600
Subject: [rt-users] RT VMWare appliance
In-Reply-To: <20060323151935.E668.JOOPVANDEWEGE@mococo.nl>
References: <20060317143956.9F1A.JOOPVANDEWEGE@mococo.nl>
	<20060317154151.GA15068@bestpractical.com>
	<20060323151935.E668.JOOPVANDEWEGE@mococo.nl>
Message-ID: <1143139154.12234.36.camel@moola.futuresource.com>

On Thu, 2006-03-23 at 08:34, Joop van de Wege wrote:
> > 
> I finally managed to finish my work on this and have the ubuntu.7z to a
> size of 380Mb. This expands to a VMWare image of 2.5Gb. 
> This includes:
> - Ubuntu installed in "server" mode
> - Apache-2.0.54 mod_perl-2.0.1 Perl-5.8.7
> - RT-3.4.5
> - OracleXE
> - Sendmail-8.13.4-3, configured rt(-comment) email alias
> - gcc and related packages.
> 
> I might install RTFM (svn) and AT to make it a complete package,
> everything else can be done by the end user.

Would it be difficult to modify this to use mysql or postgresql
on a different host?  That is, if someone tries the virtual
machine and likes it, would they be able to point the database
connection at a non-virtual machine for better performance
and run it in production?

-- 
  Les Mikesell
   les at futuresourece.com




From purp at acm.org  Thu Mar 23 13:42:41 2006
From: purp at acm.org (Jim Meyer)
Date: Thu, 23 Mar 2006 10:42:41 -0800
Subject: [rt-users] Reprioritize tickets in TicketList?
Message-ID: <1143139361.14015.34.camel@zodiac.pdi.com>

Hello!

One of my users had a fantastic idea which, after a quick search of the
wiki and list archives, I don't see has ever been suggested.

Wouldn't it be nice to be able to quickly reprioritize tickets in a
TicketList (e.g. on the At A Glance page, in Search Results, etc.) in
the same fashion you can change the sort order of values in a
CustomField? Look at Configuration->CustomFields and pick your favorite
enumerated field to see what I mean.

This would mean that, if you've got ModifyTicket rights to a given
ticket, the priority is presented as a text field for you to alter and
there's a button to that stores them all. That's gross
oversimplification, but I didn't want to write the code in this email.

Anyone done something like this? I'm not going to be able to get to it
for a long time -- if ever -- so I'm hoping this inspires someone. =]

Thanks!

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



From JoopvandeWege at mococo.nl  Thu Mar 23 13:58:41 2006
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Thu, 23 Mar 2006 19:58:41 +0100
Subject: [rt-users] RT VMWare appliance
In-Reply-To: <1143139154.12234.36.camel@moola.futuresource.com>
References: <20060323151935.E668.JOOPVANDEWEGE@mococo.nl>
	<1143139154.12234.36.camel@moola.futuresource.com>
Message-ID: <20060323194806.2749.JOOPVANDEWEGE@mococo.nl>


On Thu, 23 Mar 2006 12:39:14 -0600
Les Mikesell <les at futuresource.com> wrote:

> On Thu, 2006-03-23 at 08:34, Joop van de Wege wrote:
> > > 
> > I finally managed to finish my work on this and have the ubuntu.7z to a
> > size of 380Mb. This expands to a VMWare image of 2.5Gb. 
> > This includes:
> > - Ubuntu installed in "server" mode
> > - Apache-2.0.54 mod_perl-2.0.1 Perl-5.8.7
> > - RT-3.4.5
> > - OracleXE
> > - Sendmail-8.13.4-3, configured rt(-comment) email alias
> > - gcc and related packages.
> > 
> > I might install RTFM (svn) and AT to make it a complete package,
> > everything else can be done by the end user.
> 
> Would it be difficult to modify this to use mysql or postgresql
> on a different host?  That is, if someone tries the virtual
> machine and likes it, would they be able to point the database
> connection at a non-virtual machine for better performance
> and run it in production?
Yes, with a bit of work this can be done. All the tools are available,
the VM is configured to use bridging and DHCP so it can connect to the
internet and download the neccessary components, they are not installed
because of space considerations and <shameless plug on> because I would
like to promote Oracle(XE) together with RT, backed by our business
</shameless plug off>.

In my testing I didn't see much difference except ofcourse when you're
database is on a signifcant faster machine which is exclusivly used for
RT and nothing else.
But then maybe one shouldn't use virtualisation anyway and go for the
bare metal thing instead.
Nice thing about VM is that you can keep a working version zipped away
and restore it on any machine capable of running VMWare or other
compatible virtualisation software. If you have a solid backup/restore
procedure you should be up and running after a disaster in literally
minutes. 
I could configure this VM, using OracleXE, to be redundant in a couple
of ways so that you would miss probably not one transaction in case of
disaster. Interested?;-)

Joop
PS:
One thing I forgot to mention is that his VM has a patched SearchBuilder
which will use Oracle Text searching on ticket content, which means that
you don't have to wait minutes for a search on ticket contents ;-)


-- 
Joop van de Wege <JoopvandeWege at mococo.nl>



From cto at lanusa.com  Thu Mar 23 13:47:09 2006
From: cto at lanusa.com (Michael Erana)
Date: Thu, 23 Mar 2006 13:47:09 -0500
Subject: [rt-users] LDAP Implementation Summary Page
Message-ID: <FF4FA4421218954E9B0ACC1D01883FFB3D3518@pcn-exch1.pcn.local>

I can confirm that it works with FastCGI... That's what I am running with now. 


Michael Era?a
CTO
PC Network, Inc.
eranam at lanusa.com


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nathan, Ahalya
Sent: Thursday, March 23, 2006 11:43 AM
To: Jonathan Jesse; Jim Meyer; Request Tracker Users Mailing List
Subject: RE: [rt-users] LDAP Implementation Summary Page

It doesn't matter if RT runs with fastcgi/ mod_perl. You should still be able to use the LDAP overlay in RT.


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jonathan Jesse
Sent: Thursday, March 23, 2006 10:25 AM
To: Jim Meyer; Request Tracker Users Mailing List
Subject: RE: [rt-users] LDAP Implementation Summary Page

Jim,

I know it seems like a silly question to ask, but does the LDAP overlay work only with FastCGI or does it not matter?  I was looking at http://blank.org/memory/output/rt-ad-sso.html which only uses FastCGI and was running into some issues that I probably screwed up myself.

Jonathan

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jim Meyer
Sent: Tuesday, March 21, 2006 8:47 PM
To: Request Tracker Users Mailing List
Subject: [rt-users] LDAP Implementation Summary Page

Hello!

I've done a quick summary of the various LDAP-for-RT implementations for the wiki to help guide folks to the one they'd most prefer. You'll find it at:

    http://wiki.bestpractical.com/?LdapSummary

I've also revamped the page(s) for the overlay I support:

    http://wiki.bestpractical.com/?LDAP

... and will be fleshing those out a bit further in the next week.

Cheers!

--j, tying up loose ends.
-- 
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:
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_______________________________________________
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We're hiring! Come hack Perl for Best Practical:
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_______________________________________________
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From jjesse at ftpb.com  Thu Mar 23 14:03:32 2006
From: jjesse at ftpb.com (Jonathan Jesse)
Date: Thu, 23 Mar 2006 14:03:32 -0500
Subject: [rt-users] RT VMWare appliance
Message-ID: <A54229E93E23F34CB267F60E2E39D4FD0184C46E@mail1.founderstrust.net>

Is there a place to get this VM?

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Joop van
de Wege
Sent: Thursday, March 23, 2006 1:59 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT VMWare appliance


On Thu, 23 Mar 2006 12:39:14 -0600
Les Mikesell <les at futuresource.com> wrote:

> On Thu, 2006-03-23 at 08:34, Joop van de Wege wrote:
> > > 
> > I finally managed to finish my work on this and have the ubuntu.7z
to a
> > size of 380Mb. This expands to a VMWare image of 2.5Gb. 
> > This includes:
> > - Ubuntu installed in "server" mode
> > - Apache-2.0.54 mod_perl-2.0.1 Perl-5.8.7
> > - RT-3.4.5
> > - OracleXE
> > - Sendmail-8.13.4-3, configured rt(-comment) email alias
> > - gcc and related packages.
> > 
> > I might install RTFM (svn) and AT to make it a complete package,
> > everything else can be done by the end user.
> 
> Would it be difficult to modify this to use mysql or postgresql
> on a different host?  That is, if someone tries the virtual
> machine and likes it, would they be able to point the database
> connection at a non-virtual machine for better performance
> and run it in production?
Yes, with a bit of work this can be done. All the tools are available,
the VM is configured to use bridging and DHCP so it can connect to the
internet and download the neccessary components, they are not installed
because of space considerations and <shameless plug on> because I would
like to promote Oracle(XE) together with RT, backed by our business
</shameless plug off>.

In my testing I didn't see much difference except ofcourse when you're
database is on a signifcant faster machine which is exclusivly used for
RT and nothing else.
But then maybe one shouldn't use virtualisation anyway and go for the
bare metal thing instead.
Nice thing about VM is that you can keep a working version zipped away
and restore it on any machine capable of running VMWare or other
compatible virtualisation software. If you have a solid backup/restore
procedure you should be up and running after a disaster in literally
minutes. 
I could configure this VM, using OracleXE, to be redundant in a couple
of ways so that you would miss probably not one transaction in case of
disaster. Interested?;-)

Joop
PS:
One thing I forgot to mention is that his VM has a patched SearchBuilder
which will use Oracle Text searching on ticket content, which means that
you don't have to wait minutes for a search on ticket contents ;-)


-- 
Joop van de Wege <JoopvandeWege at mococo.nl>

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

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly 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 les at futuresource.com  Thu Mar 23 14:33:32 2006
From: les at futuresource.com (Les Mikesell)
Date: Thu, 23 Mar 2006 13:33:32 -0600
Subject: [rt-users] RT VMWare appliance
In-Reply-To: <20060323194806.2749.JOOPVANDEWEGE@mococo.nl>
References: <20060323151935.E668.JOOPVANDEWEGE@mococo.nl>
	<1143139154.12234.36.camel@moola.futuresource.com>
	<20060323194806.2749.JOOPVANDEWEGE@mococo.nl>
Message-ID: <1143142412.12234.50.camel@moola.futuresource.com>

On Thu, 2006-03-23 at 12:58, Joop van de Wege wrote:
> > 
> > Would it be difficult to modify this to use mysql or postgresql
> > on a different host?  That is, if someone tries the virtual
> > machine and likes it, would they be able to point the database
> > connection at a non-virtual machine for better performance
> > and run it in production?

> Yes, with a bit of work this can be done. All the tools are available,
> the VM is configured to use bridging and DHCP so it can connect to the
> internet and download the neccessary components, they are not installed
> because of space considerations and <shameless plug on> because I would
> like to promote Oracle(XE) together with RT, backed by our business
> </shameless plug off>.
> 
> In my testing I didn't see much difference except ofcourse when you're
> database is on a signifcant faster machine which is exclusivly used for
> RT and nothing else.
> But then maybe one shouldn't use virtualisation anyway and go for the
> bare metal thing instead.
> Nice thing about VM is that you can keep a working version zipped away
> and restore it on any machine capable of running VMWare or other
> compatible virtualisation software. If you have a solid backup/restore
> procedure you should be up and running after a disaster in literally
> minutes. 
> I could configure this VM, using OracleXE, to be redundant in a couple
> of ways so that you would miss probably not one transaction in case of
> disaster. Interested?;-)

That sounds like a nice touch, but what I see as a real win is
the ability to have a stable database - and VM or not doesn't
really matter there, we should already know how to maintain,
back up, and restore the database, but be able to update
the RT/RTFM/AT independently in a new VM image (preferably where
someone else has already done the work of bundling all the
perl modules).  Then you would just give it the IP address
of the old one and change the configuration to use the old
database to cut over with only a few minutes of downtime.

-- 
  Les Mikesell
   les at futuresource.com




From phanoko at yahoo.com  Thu Mar 23 16:03:19 2006
From: phanoko at yahoo.com (Phanoko)
Date: Thu, 23 Mar 2006 13:03:19 -0800 (PST)
Subject: [rt-users] Remove RTIR
In-Reply-To: <A633B21A692FA145B1616B735919F4F373ACCF@mx1.ad.newmediagateway.com>
Message-ID: <20060323210319.1870.qmail@web53911.mail.yahoo.com>

How do I uninstall RTIR??

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

From taan at cryologic.com  Thu Mar 23 17:07:57 2006
From: taan at cryologic.com (taan)
Date: Fri, 24 Mar 2006 09:07:57 +1100
Subject: [rt-users] RT-Essentials status
Message-ID: <44231C3D.4020907@cryologic.com>

Just curious as to whether the RT-Essentials book is being revised for 3.6?

----------------------------------------------------------------------
This e-mail message is privileged and confidential. If you are not the
intended recipient please delete the message and notify the sender.
Although this email is believed to be free of viruses, CryoLogic
accepts no responsibility for any consequences arising from its receipt
or use.



From ruslan.zakirov at gmail.com  Thu Mar 23 17:50:32 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 24 Mar 2006 01:50:32 +0300
Subject: [rt-users] RT-Essentials status
In-Reply-To: <44231C3D.4020907@cryologic.com>
References: <44231C3D.4020907@cryologic.com>
Message-ID: <589c94400603231450o5a6d20fcl20cebb24e56b3dab@mail.gmail.com>

3.6 is not even released as STABLE, yet.

On 3/24/06, taan <taan at cryologic.com> wrote:
> Just curious as to whether the RT-Essentials book is being revised for 3.6?
>


--
Best regards, Ruslan.

From chaim.rieger at gmail.com  Thu Mar 23 17:55:18 2006
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Thu, 23 Mar 2006 14:55:18 -0800
Subject: [rt-users] Approval queue owner question
Message-ID: <44232756.3090500@gmail.com>

added the following scrip to approval queue, and when a ticket is create 
in that queue the original reqyest has the proper ownership but the 
ticket tat gets spawned off (the actual approvalticket) does not. if 
this person is not the owner then it does not show up in his approval 
link on the dashboard.

hope i made myself clean

my $MyUser = "fiddler\@yoyoma.com";
my $QueueName = "Approvals";
return 1 unless $self->TicketObj->QueueObj->Name eq $QueueName;
my $Actor = $self->TransactionObj->Creator;
return 1 if $Actor == $RT::SystemUser->id;
return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;
$RT::Logger->info("Auto assigning ticket #". $self->TicketObj->id ." to 
user $MyUser" );
my ($status, $msg) = $self->TicketObj->SetOwner( $MyUser );
unless( $status ) {
  $RT::Logger->warning( "Impossible to assign the ticket to $MyUser: 
$msg" );
return undef;
}
1;


From jesse at bestpractical.com  Thu Mar 23 18:49:29 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 23 Mar 2006 18:49:29 -0500
Subject: [rt-users] RT-Essentials status
In-Reply-To: <44231C3D.4020907@cryologic.com>
References: <44231C3D.4020907@cryologic.com>
Message-ID: <20060323234929.GI4283@bestpractical.com>




On Fri, Mar 24, 2006 at 09:07:57AM +1100, taan wrote:
> Just curious as to whether the RT-Essentials book is being revised for 3.6?

Everything in the book should still be accurate for 3.6. We've got some
new goodies too, but we haven't made sweeping changes that will obsolete
your knowledge.  The book has been selling well, but not well enough
that we get to do a new edition for a minor version bump ;)


Jesse


> ----------------------------------------------------------------------
> This e-mail message is privileged and confidential. 

Is it really, now? 

If you are not the
> intended recipient please delete the message and notify the sender.
> Although this email is believed to be free of viruses, CryoLogic
> accepts no responsibility for any consequences arising from its receipt
> or use.
> 


From stegen.smith at websidestory.com  Thu Mar 23 19:28:05 2006
From: stegen.smith at websidestory.com (Stegen Smith)
Date: Thu, 23 Mar 2006 16:28:05 -0800
Subject: [rt-users] More rt2 -> rt3 conversion woes.
In-Reply-To: <b83c9e30603221621ve9f36d4r65faaf365ef8e32b@mail.gmail.com>
References: <20060322233602.GI38381@crosstalk.atomz.com>
	<b83c9e30603221621ve9f36d4r65faaf365ef8e32b@mail.gmail.com>
Message-ID: <20060324002805.GL38381@crosstalk.atomz.com>

Hi Brian,

Thanks for the advice.  I went ahead and trimmed the Users table quite a bit,
and re ran the export.  It ran successfully, so I copied the export to the
new rt system and restarted the import.  I've done a dumpdb and 
initialize-database to have a fresh start on rt3.  Here's what went down.

<rerun>
rt2# ./dumpfile-to-rt-3.0 test
Importing users
... email addresses
.uCreating user stegen
... after email addresses
.
Importing groups
ggrrrr[Fri Mar 24 00:16:14 2006] [crit]: 1 (/usr/local/rt/lib/RT/ACE_Overlay.pm:906)
[Fri Mar 24 00:16:14 2006] [crit]: Can't load a principal for id  (/usr/local/rt/lib/RT/ACE_Overlay.pm:907)
rr[Fri Mar 24 00:16:14 2006] [crit]: 1 (/usr/local/rt/lib/RT/ACE_Overlay.pm:906)
[Fri Mar 24 00:16:14 2006] [crit]: Can't load a principal for id  (/usr/local/rt/lib/RT/ACE_Overlay.pm:907)
rrrrrrr[Fri Mar 24 00:16:14 2006] [crit]: 1 (/usr/local/rt/lib/RT/ACE_Overlay.pm:906)
[Fri Mar 24 00:16:14 2006] [crit]: Can't load a principal for id  (/usr/local/rt/lib/RT/ACE_Overlay.pm:907)
rr[Fri Mar 24 00:16:14 2006] [crit]: 1 (/usr/local/rt/lib/RT/ACE_Overlay.pm:906)
[Fri Mar 24 00:16:14 2006] [crit]: Can't load a principal for id  (/usr/local/rt/lib/RT/ACE_Overlay.pm:907)
rrrrrrr[Fri Mar 24 00:16:14 2006] [crit]: 1 (/usr/local/rt/lib/RT/ACE_Overlay.pm:906)
..... 
</rerun>

This didn't look good to me; however, I let the import finish, and decided
to check out one of the tickets.  The login, worked, the queues were there,
and tickets existed with subjects in the main home screen.  When I click on one
of the ticket links, I would see the following error

<error>

error:   	RT::Queue::TicketCustomFields Unimplemented in HTML::Mason::Commands. (/usr/local/rt/local/html/Ticket/Elements/ShowSummary line 56)
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/5.8.7/DBIx/SearchBuilder/Record.pm:496
/usr/local/rt/local/html/Ticket/Elements/ShowSummary:56
/usr/local/rt/local/html/Ticket/Display.html:57
/usr/local/rt/share/html/autohandler:215
raw error
</error>

I was skeptical to even see what I saw after seeing so many errors, but it's 
a drag that the ticket content wasn't there.  Have you ever seen this error
before?  It's stumping me...

Thanks for the help!
stegen

Brian Kerr [kerrboy at gmail.com] wrote:
> On 3/22/06, Stegen Smith <stegen.smith at websidestory.com> wrote:
> > Hello All,
> >
> > So I've got another mucked up rt2 -> rt3 conversion issue.  I've searched
> > and read what I believe would be all the posts in regards to this, and
> > I've tried some of the things that they've told.
> >
> > Here's the tale.  We've got an rt instance with almost 200k users, and a
> > little over 300k tickets.  I've got some new hardware to put the latest
> > version of rt on.  So i've got the new system setup and ready to go for rt3.
> > No biggy.
> ...
> 
> Brutal, I went through this with a 800,000 ticket system - your pain
> is heartfelt!
> 
> > I downgraded the DBIx::SearchBuilder down to 0.61, and started an export.
> > It just churned, churned, and chuned some more before the perl process
> > took all memory and exited out.  Quirky, I thought.  I figured that this
> > must have to do with the amount of users that we have, since that's the
> > first stage of the export process.   I re-upgraded to 1.39 and ran an
> > export, to at least get the user data out.  I then massaged that data
> > with another script to populate the rest of the missing fields from the
> > database.
> 
> You need to prune the Users table - I suspect your system received a
> large number of spam emails at one point, or it truly has a large
> number of distinct Users.
> 
> At any rate, check this post:
> 
> http://lists.bestpractical.com/pipermail/rt-users/2004-September/025971.html
> 
> I basically pruned off all users older than 3 months in order to get
> the import to work.  It was smooth sailing after that point.
> 
> Hope this helps!
> 


From ruslan.zakirov at gmail.com  Thu Mar 23 20:41:05 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 24 Mar 2006 04:41:05 +0300
Subject: [rt-users] Remove RTIR
In-Reply-To: <20060323210319.1870.qmail@web53911.mail.yahoo.com>
References: <A633B21A692FA145B1616B735919F4F373ACCF@mx1.ad.newmediagateway.com>
	<20060323210319.1870.qmail@web53911.mail.yahoo.com>
Message-ID: <589c94400603231741l22e6eaf7n1e42929bb9a8c26e@mail.gmail.com>

There is no easy way I think. Remove files from /opt/rt3, you could
grab list from the RTIR's tarball. Also most probably you want disable
RTIR's queues.

On 3/24/06, Phanoko <phanoko at yahoo.com> wrote:
> How do I uninstall RTIR??
>
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam protection around
> http://mail.yahoo.com
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>
>


--
Best regards, Ruslan.

From ruslan.zakirov at gmail.com  Thu Mar 23 20:43:03 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 24 Mar 2006 04:43:03 +0300
Subject: [rt-users] RT on Fedora core 4
In-Reply-To: <dd27b60e0603221943u64ccdbf1o431a00053e38c68a@mail.gmail.com>
References: <dd27b60e0603221943u64ccdbf1o431a00053e38c68a@mail.gmail.com>
Message-ID: <589c94400603231743i291e0123k382098fa9d6a0fac@mail.gmail.com>

I recall that I saw something like that and think that update of the
HTML::Mason module helps.

On 3/23/06, Ravin Egodawatte <ravinegodawatte at gmail.com> wrote:
>
> Hi All,
> I am setting up RT on FC4 and I managed to up apache2. But whrn I try RT
> home page I getting the following error in the apache error_log
>
> The 'comp' parameter (undef) to
> HTML::Mason::Request::CGI->new() was an 'undef', which is
> not one of the allowed types: scalar object
> Stack:
>
> [/usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/CGIHandler.pm:127]
>
> [/usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/CGIHandler.pm:63]
>   [/opt/rt3/bin/webmux.pl:123]
>   [-e:0]
>  (/opt/rt3/bin/webmux.pl:125)
>
> Following are the modules installed
>
> RT 3.5.5
> Apache2
> Mod_perl 2.0.1
> Mysql 4.1.12
> Perl 5.8.6
> HTML::Mason 1.3101 (except mysql all others are installed using source
> distributions)
> Thanks
> Ravin Egodawatte
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical:
> http://bestpractical.com/about/jobs.html
>
>


--
Best regards, Ruslan.

From ruslan.zakirov at gmail.com  Thu Mar 23 21:06:37 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 24 Mar 2006 05:06:37 +0300
Subject: [rt-users] Errors when replying to a ticket with a very long
	subject
In-Reply-To: <87zmjic720.fsf@gray.impulse.net>
References: <87y7z3gx80.fsf@gray.impulse.net>
	<20060322022754.GY4283@bestpractical.com>
	<87r74udqpc.fsf@gray.impulse.net>
	<20060323003835.GD4283@bestpractical.com>
	<87zmjic720.fsf@gray.impulse.net>
Message-ID: <589c94400603231806g1142db0chbdad9673a1ac36a6@mail.gmail.com>

I think this was changed in some early releases of the RT 3.0, but
this was never add to the upgrade scripts or may be there were no such
scripts that time.

http://www.gossamer-threads.com/lists/rt/commit/32003 looks as related.

Ted, you can alter Tickets table and set length of the Subject field to 200.

We also need this ALTER TABLE queries in etc/upgrade/3.4.6/schema.*
files. Ted, could you make patch for this? :)

On 3/23/06, Ted Cabeen <ted at impulse.net> wrote:
> Jesse Vincent <jesse at bestpractical.com> writes:
>
> > On Wed, Mar 22, 2006 at 03:06:55PM -0800, Ted Cabeen wrote:
> >> Jesse Vincent <jesse at bestpractical.com> writes:
> >>
> >> > On Tue, Mar 21, 2006 at 04:05:35PM -0800, Ted Cabeen wrote:
> >> >> I'm getting the following errors in my apache error log whenever a
> >> >> user replies via email to a ticket with a very long subject:
> >> >
> >> > What RT and SearchBuilder are you running? What database?
> >>
> >> DBIx::SearchBuilder 1.38
> >> RT 3.4.5
> >
> > That should be recent enough to do the right thing. What are you seeing
> > in your database error logs?
>
> Good question!  That points right at the problem:
> ERROR:  value too long for type character varying(100)
>
> My transactions table has data defined as a varchar(100), and in the
> current schema for Pg, those fields are varchar(255).
>
> Is anything going to break if I just change the type of the data field
> to varchar(255) or text?  Is there any reason those fields are varchar
> instead of text?
>
> I should have checked the DB error logs earlier.
>
> >> Database is postgresql 7.4.5.
> >>
> >> >> [Tue Mar 21 23:55:08 2006] [crit]: RT::Attachment->Create couldn't, as you didn't specify a transaction
> >> >>  (/usr/local/rt3/lib/RT/Attachment_Overlay.pm:147)
> >> >> [Tue Mar 21 23:55:08 2006] [err]: RT::Ticket=HASH(0x9ce3304) couldn't init a transaction Transaction Created (/usr/local/rt3/lib/RT/Ticket_Overlay.pm:2413)
> >> >> [Tue Mar 21 23:55:08 2006] [crit]: Message could not be recorded (/usr/local/rt3/lib/RT/Interface/Email.pm:816)
> >> >>
> >> >> It looks like the problem occurs with any subject that is longer than
> >> >> 110 characters.  I can open a long subject ticket via email and open,
> >> >> reply or comment on a long subject ticket through the web interface
> >> >> without a problem.  However, whenever I try to enter a reply to it via
> >> >> email, I get the above errors.  Has anyone seen/worked around this
> >> >> error before, or should I open a bug on it?
> >> >>
> >> >> --
> >> >> Ted Cabeen
> >> >> Sr. Systems/Network Administrator
> >> >> Impulse Internet Services
> >> >>
> >> >>
> >> >>
> >> >> _______________________________________________
> >> >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >> >>
> >> >> Community help: http://wiki.bestpractical.com
> >> >> Commercial support: sales at bestpractical.com
> >> >>
> >> >>
> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >> >> Buy a copy at http://rtbook.bestpractical.com
> >> >>
> >> >>
> >> >> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
> >> >>
> >> >
> >> > --
> >> >
> >>
> >> --
> >> Ted Cabeen
> >> Sr. Systems/Network Administrator
> >> Impulse Internet Services
> >>
> >
> > --
> >
>
> --
> Ted Cabeen
> Sr. Systems/Network Administrator
> Impulse Internet Services
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>


--
Best regards, Ruslan.

From ruslan.zakirov at gmail.com  Thu Mar 23 21:18:34 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 24 Mar 2006 05:18:34 +0300
Subject: [rt-users] ticket email reply question
In-Reply-To: <4421DAF3.6010002@ion.chem.utk.edu>
References: <4421DAF3.6010002@ion.chem.utk.edu>
Message-ID: <589c94400603231818o449e72f7kee9b8e429dc1f019@mail.gmail.com>

quick solution: grant right ReplyToTicket to the Unprivileged or
Everyone groups. See "public support" working schema on the
http://wiki.bestpractical.com/?Rights page.

hard solution: write extension for RT that allows user to work from
more then one email. send this back to the community :)

On 3/23/06, Bill Gurley <gurley at ion.chem.utk.edu> wrote:
> I have a new RT system, and I am new to RT.  It's working great, but I'm
> still learning.  ;-)  I have a newbie question about email replies to
> tickets.
>
> I just set up sendmail aliases for correspondence and comments for all
> of my queues.  In testing this, I discovered that in order to
> successfully reply to a ticket, I have to make sure that the From
> address in my message matches my identity in the RT instance.
> Otherwise, the message bounces, saying that a valid user could not be found.
>
> Is there a way to have RT accept the email anyway, since there is a
> valid queue name and ticket number?  Most of us have multiple email
> address forms, and there is no way I am going to be able to get all of
> my users to use the correct From address.
>
> Thanks,
>
>
> -Bill-
>
> ---------------------------------
>   Bill Gurley, Technical Director
>   Department of Chemistry
>   Univ. of Tennessee, Knoxville
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>


--
Best regards, Ruslan.

From ruslan.zakirov at gmail.com  Thu Mar 23 21:34:00 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 24 Mar 2006 05:34:00 +0300
Subject: [rt-users] trying to install RTFM for the first time,
	README seems to be incorrect
In-Reply-To: <df6e4b490603221747l7a9f9488n337ab0c5187a3b2@mail.gmail.com>
References: <df6e4b490603221747l7a9f9488n337ab0c5187a3b2@mail.gmail.com>
Message-ID: <589c94400603231834u15f4c4dew452a0160ebc2c9ec@mail.gmail.com>

yep, that's mistake. the latest svn has fix for this.
run `perl Makefile.PL` and it will show modules you need. Something like:
...
include inc/Module/Install/Fetch.pm
...
Warning: prerequisite <module> <version>
...
Writing Makefile for RTFM

On 3/23/06, Randy Paries <rtparies at gmail.com> wrote:
> Hello
> I hope this mailing list is for this as well
>
> Just download the latest RTFM-2.1.40.tar.gz
>
> following the README"
>
> -------------------------------------snippet-----------------------------------
> RTFM requires a few modules in addition to RT's standartd dependencies.
> You can install them by executing the command:
>
>     perl -MCPAN -e'install Text::WikiFormat'
>     perl -MCPAN -e'install HTML::TreeBuilder'
>     perl -MCPAN -e'install HTML::Format'
>
>
> the first two installed fine
>
> the last one::
>  perl -MCPAN -e'install HTML::Format'
> CPAN: Storable loaded ok
> Going to read /root/.cpan/Metadata
>   Database was generated on Mon, 20 Mar 2006 22:10:34 GMT
> Warning: Cannot install HTML::Format, don't know what it is.
> Try the command
>
>     i /HTML::Format/
>
> to find objects with matching identifiers.
>
>
> thanks for any help
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>


--
Best regards, Ruslan.

From ruslan.zakirov at gmail.com  Thu Mar 23 21:42:55 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 24 Mar 2006 05:42:55 +0300
Subject: [rt-users] Re: ticket email reply question - FOLLOWUP (LDAP
	involved)
In-Reply-To: <4421FE9C.80509@ion.chem.utk.edu>
References: <4421FE9C.80509@ion.chem.utk.edu>
Message-ID: <589c94400603231842t1090d753h29fd07c7ab86f9fc@mail.gmail.com>

On 3/23/06, Bill Gurley <gurley at ion.chem.utk.edu> wrote:
> OK, I'm following up on my own post because I just discovered a recent
> thread that relates to it, and now I realize that my LDAP auth setup may
> be involved.
>
> My earlier post was:
>
>  > I have a new RT system, and I am new to RT.  It's working great, but
>  > I'm still learning.   ;-)    I have a newbie question about email
>  > replies to tickets.
>  >
>  > I just set up sendmail aliases for correspondence and comments for
>  > all of my queues.  In testing this, I discovered that in order to
>  > successfully reply to a ticket, I have to make sure that the From
>  > address in my message matches my identity in the RT instance.
>  > Otherwise, the message bounces, saying that a valid user could not be
>  > found.
>  >
>  > Is there a way to have RT accept the email anyway, since there is a
>  > valid queue name and ticket number?  Most of us have multiple email
>  > address forms, and there is no way I am going to be able to get all
>  > of my users to use the correct From address.
>
>
>
> So tonight I noticed that there was a thread a couple of days ago about
> a similar issue;  Jim Meyer responded that he would look into how it
> might be resolved, since his LDAP overlay was being used.
>
> I'm using that overlay too.  (Thanks, Jim!)
>
> Here is the problem that I am concerned about:  Suppose user Joe Blow is
> in LDAP and is a valid RT user with the email address
> blow at host.server.domain.com.  But that person also has a corporate email
> alias joe_blow at domain.com.  If Joe receives an email from the RT system
> and then chooses to Reply to it, the RT system will bounce the message
> unless he is using the correct From address of blow at server.domain.com.
> If he uses the shorter alias as his From address, it will bounce.  In
> this case, it is not desirable (is it?) to autocreate a different user,
> since Joe Blow is already a valid user with one of these email
> addresses.  In other words, even if the autocreate was working, I
> wouldn't want to duplicate this person in RT.
>
> Comments?
If you can define simple rule on how to convert email to generic form
then I think you could use:
1) CanonicalizeEmailAddressMatch and CanonicalizeEmailAddressReplace
config options
2) or override Canonicalize* methods in RT::User namespace

>
> Thanks,
>
>
> -Bill-
>
> ---------------------------------
>   Bill Gurley, Technical Director
>   Department of Chemistry
>   Univ. of Tennessee, Knoxville
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>


--
Best regards, Ruslan.

From ruslan.zakirov at gmail.com  Thu Mar 23 21:24:56 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 24 Mar 2006 05:24:56 +0300
Subject: [rt-users] RT VMWare appliance
In-Reply-To: <20060323194806.2749.JOOPVANDEWEGE@mococo.nl>
References: <20060323151935.E668.JOOPVANDEWEGE@mococo.nl>
	<1143139154.12234.36.camel@moola.futuresource.com>
	<20060323194806.2749.JOOPVANDEWEGE@mococo.nl>
Message-ID: <589c94400603231824v491c055ai1338aa0a4d925b47@mail.gmail.com>

On 3/23/06, Joop van de Wege <JoopvandeWege at mococo.nl> wrote:
>
> On Thu, 23 Mar 2006 12:39:14 -0600
> Les Mikesell <les at futuresource.com> wrote:
[snip]

>
> Joop
> PS:
> One thing I forgot to mention is that his VM has a patched SearchBuilder
> which will use Oracle Text searching on ticket content, which means that
> you don't have to wait minutes for a search on ticket contents ;-)

Could we integrate that patches into SB and may RT and don't brake
backward compatibility of the SB? :)

> --
> Joop van de Wege <JoopvandeWege at mococo.nl>
>

--
Best regards, Ruslan.

From Bartlomiej.Solarz-Niesluchowski at wit.edu.pl  Fri Mar 24 02:41:22 2006
From: Bartlomiej.Solarz-Niesluchowski at wit.edu.pl (Bartlomiej Solarz-Niesluchowski)
Date: Fri, 24 Mar 2006 08:41:22 +0100
Subject: [rt-users] rt <-> mysql 5.x
Message-ID: <7.0.1.0.0.20060324084119.0468d248@wit.edu.pl>

Good Morning!

There somebody tested rt 3.4.5 with mysql 5.0.18 (FC5?)

It is possible configuration?

Best Regards


--
Bartlomiej Solarz-Niesluchowski, Administrator WSISiZ



From chaim.rieger at gmail.com  Fri Mar 24 02:48:41 2006
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Thu, 23 Mar 2006 23:48:41 -0800
Subject: [rt-users] rt <-> mysql 5.x
In-Reply-To: <7.0.1.0.0.20060324084119.0468d248@wit.edu.pl>
References: <7.0.1.0.0.20060324084119.0468d248@wit.edu.pl>
Message-ID: <4423A459.4090908@gmail.com>

Bartlomiej Solarz-Niesluchowski wrote:
> Good Morning!
> 
> There somebody tested rt 3.4.5 with mysql 5.0.18 (FC5?)
> 
> It is possible configuration?
> 
> Best Regards
> 
> 
do you mean to say that you have RT 3.4.5 working with mysql 5.x or are 
you asking if somebody did this already ?


From JoopvandeWege at mococo.nl  Fri Mar 24 03:40:40 2006
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Fri, 24 Mar 2006 09:40:40 +0100
Subject: [rt-users] RT VMWare appliance
In-Reply-To: <589c94400603231824v491c055ai1338aa0a4d925b47@mail.gmail.com>
References: <20060323194806.2749.JOOPVANDEWEGE@mococo.nl>
	<589c94400603231824v491c055ai1338aa0a4d925b47@mail.gmail.com>
Message-ID: <20060324093643.E65B.JOOPVANDEWEGE@mococo.nl>


On Fri, 24 Mar 2006 05:24:56 +0300
"Ruslan Zakirov" <ruslan.zakirov at gmail.com> wrote:

> On 3/23/06, Joop van de Wege <JoopvandeWege at mococo.nl> wrote:
> >
> > On Thu, 23 Mar 2006 12:39:14 -0600
> > Les Mikesell <les at futuresource.com> wrote:
> [snip]
> 
> >
> > Joop
> > PS:
> > One thing I forgot to mention is that his VM has a patched SearchBuilder
> > which will use Oracle Text searching on ticket content, which means that
> > you don't have to wait minutes for a search on ticket contents ;-)
> 
> Could we integrate that patches into SB and may RT and don't brake
> backward compatibility of the SB? :)
I'll post it to this list. Someone might need to clean it up a little
since it contains some internal decisions aswell. For example: we were
not happy with the fact that '%' were pre and post pended to queries
when asking for 'contains'. In principle this is correct behaviour but
we rather specify ourselves the wildcards, besides doing the former
leads to full table scans.

Joop

-- 
Joop van de Wege <JoopvandeWege at mococo.nl>



From dave.wells at foreshore.net  Fri Mar 24 03:41:48 2006
From: dave.wells at foreshore.net (Dave Wells)
Date: Fri, 24 Mar 2006 08:41:48 -0000
Subject: [rt-users] FW: [Rt-devel] Problem with Rt-Shredder
Message-ID: <3E88364AF578694C9BBFE357115E2EDE01F05AE6@jsy-qr-is.is.foreshore.net>

> Hi,
> 
> Thanks for the pointers.
> 
> RT Version: 3.4.4 
> Shredder:	0.03_01
> 
> I am running this on a secondary MySQL server to test timings. The
> error occurs when I run rt-shredder as below:
> 
> /usr/local/rt3/local/sbin/rtx-shredder --plugin
> 'Tickets=status,deleted;updated_before,2003-10-05
> 21:39:34;limit,10000' --sqldump /tmp/rt3_dump.sql
> 
> Now I have tried the limit at various settings as low as 5 and up to
> 20000, the shredder will work for various periods of time from 30secs
> to over an hour before it hits this error but it does hit it this
> error more often than not and in fact the only times it doesn't is
> when there is a very low limit set "i.e up to 10".
> 
> The other errors that the shredder reports around this error as below:
> 
> [root at linuxserv02 root]# date
> Thu Mar 23 14:50:38 GMT 2006
> [root at linuxserv02 root]# /usr/local/rt3/local/sbin/rtx-shredder
> --plugin 'Tickets=status,deleted;updated_before,2003-10-05
> 21:39:34;limit,2000' --sqldump /tmp/rt3_dump.sql --force
> SQL dump file is '/tmp/rt3_dump.sql'
> [Thu Mar 23 14:52:59 2006] [crit]: RT::Ticket=HASH(0xa66112c) tried to
> load a bogus ticket: 216
>  (/usr/local/rt3/lib/RT/Ticket_Overlay.pm:257)
> [Thu Mar 23 14:52:59 2006] [crit]: Can't locate object method "caught"
> via package "RTx::Shredder::Exception::Info" at
> /usr/local/rt3/local/sbin/rtx-shredder line 107.
>  (/usr/local/rt3/lib/RT.pm:295)
> [root at linuxserv02 root]# date
> Thu Mar 23 14:53:23 GMT 2006
> 
> After the above run the /tmp/rt3_dump.sql logfile was as attached.
> 
>  <<rt3_dump.zip>> 
> Regards
> 
> Dax
> 
> -----Original Message-----
> From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] 
> Sent: 23 March 2006 12:55
> To: Dave Wells
> Cc: RT users
> Subject: Re: [Rt-devel] Problem with Rt-Shredder
> 
> RT version? Shredder version?
> What did you do when you got this?
> What other errors near that one?
> 
> This thread should be in rt-users@ and also always Cc to the author of
> the extension.
> 
> On 3/23/06, Dave Wells <dave.wells at foreshore.net> wrote:
> > Hi,
> >
> > I am using rt-shredder to thin out my RT database. However I keep 
> > getting the following error:
> >
> > [Thu Mar 23 11:31:48 2006] [crit]: Can't locate object method
> "caught"
> > via package "RTx::Shredder::Exception::Info"
> >
> > Does anyone know how to fix this?
> >
> > Regards
> >
> > Dax
> >
> >
> ______________________________________________________________________
> > This email has been scanned by the MessageLabs Email Security
> System.
> > For more information please visit http://www.messagelabs.com/email 
> >
> ______________________________________________________________________
> > _______________________________________________
> > List info: 
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel
> >
> > Best Practical is hiring! Come hack Perl for us: 
> > http://bestpractical.com/about/jobs.html
> >
> 
> 
> --
> Best regards, Ruslan.
> 
> ______________________________________________________________________
> This email has been scanned by the MessageLabs Email Security System.
> For more information please visit http://www.messagelabs.com/email
> ______________________________________________________________________

______________________________________________________________________
This email has been scanned by the MessageLabs Email Security System.
For more information please visit http://www.messagelabs.com/email 
______________________________________________________________________
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From ruslan.zakirov at gmail.com  Fri Mar 24 04:08:44 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 24 Mar 2006 12:08:44 +0300
Subject: [rt-users] FW: [Rt-devel] Problem with Rt-Shredder
In-Reply-To: <3E88364AF578694C9BBFE357115E2EDE01F05AE6@jsy-qr-is.is.foreshore.net>
References: <3E88364AF578694C9BBFE357115E2EDE01F05AE6@jsy-qr-is.is.foreshore.net>
Message-ID: <589c94400603240108x30640287r3db0423d9a49c697@mail.gmail.com>

Dave, thanks for the good report. Now I have all info I need to
investigate problem. I'll poke at it today to see if I have easy
solution for this and send you note.

On 3/24/06, Dave Wells <dave.wells at foreshore.net> wrote:
>
>
> Hi,
>
> Thanks for the pointers.
>
> RT Version: 3.4.4
> Shredder:       0.03_01
>
> I am running this on a secondary MySQL server to test timings. The error
> occurs when I run rt-shredder as below:
>
> /usr/local/rt3/local/sbin/rtx-shredder --plugin
> 'Tickets=status,deleted;updated_before,2003-10-05
> 21:39:34;limit,10000' --sqldump /tmp/rt3_dump.sql
>
> Now I have tried the limit at various settings as low as 5 and up to 20000,
> the shredder will work for various periods of time from 30secs to over an
> hour before it hits this error but it does hit it this error more often than
> not and in fact the only times it doesn't is when there is a very low limit
> set "i.e up to 10".
>
> The other errors that the shredder reports around this error as below:
>
> [root at linuxserv02 root]# date
> Thu Mar 23 14:50:38 GMT 2006
> [root at linuxserv02 root]#
> /usr/local/rt3/local/sbin/rtx-shredder --plugin
> 'Tickets=status,deleted;updated_before,2003-10-05
> 21:39:34;limit,2000' --sqldump /tmp/rt3_dump.sql --force
>
> SQL dump file is '/tmp/rt3_dump.sql'
> [Thu Mar 23 14:52:59 2006] [crit]: RT::Ticket=HASH(0xa66112c) tried to load
> a bogus ticket: 216
>  (/usr/local/rt3/lib/RT/Ticket_Overlay.pm:257)
> [Thu Mar 23 14:52:59 2006] [crit]: Can't locate object method "caught" via
> package "RTx::Shredder::Exception::Info" at
> /usr/local/rt3/local/sbin/rtx-shredder line 107.
>
>  (/usr/local/rt3/lib/RT.pm:295)
> [root at linuxserv02 root]# date
> Thu Mar 23 14:53:23 GMT 2006
>
> After the above run the /tmp/rt3_dump.sql logfile was as attached.
>
>
>  <<rt3_dump.zip>>
> Regards
>
>
> Dax
>
> -----Original Message-----
> From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com]
> Sent: 23 March 2006 12:55
> To: Dave Wells
> Cc: RT users
> Subject: Re: [Rt-devel] Problem with Rt-Shredder
>
> RT version? Shredder version?
> What did you do when you got this?
> What other errors near that one?
>
> This thread should be in rt-users@ and also always Cc to the author of the
> extension.
>
> On 3/23/06, Dave Wells <dave.wells at foreshore.net> wrote:
> > Hi,
> >
> > I am using rt-shredder to thin out my RT database. However I keep
> > getting the following error:
> >
> > [Thu Mar 23 11:31:48 2006] [crit]: Can't locate object method "caught"
> > via package "RTx::Shredder::Exception::Info"
> >
> > Does anyone know how to fix this?
> >
> > Regards
> >
> > Dax
> >
> >
> ______________________________________________________________________
> > This email has been scanned by the MessageLabs Email Security System.
> > For more information please visit
> http://www.messagelabs.com/email
> >
> ______________________________________________________________________
> > _______________________________________________
> > List info:
> >
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel
> >
> > Best Practical is hiring! Come hack Perl for us:
> > http://bestpractical.com/about/jobs.html
> >
>
>
> --
> Best regards, Ruslan.
>
> ______________________________________________________________________
> This email has been scanned by the MessageLabs Email Security System.
> For more information please visit
> http://www.messagelabs.com/email
> ______________________________________________________________________
> ______________________________________________________________________
>  This email has been scanned by the MessageLabs Email Security System.
>  For more information please visit
> http://www.messagelabs.com/email
> ______________________________________________________________________
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical:
> http://bestpractical.com/about/jobs.html
>
>
>


--
Best regards, Ruslan.

From futurahost at futurahost.com  Fri Mar 24 04:26:58 2006
From: futurahost at futurahost.com (Pablo Povarchik - FuturaHost.Com)
Date: Fri, 24 Mar 2006 10:26:58 +0100
Subject: [rt-users] Password sent when user autocreated proactively
In-Reply-To: <20060324014347.E9EBC4D84C8@diesel.bestpractical.com>
References: <20060324014347.E9EBC4D84C8@diesel.bestpractical.com>
Message-ID: <1143192418.26272.3.camel@notebook.futurahostdns.com>


	Hello

	We use the user autocreation template, but it's not working when we
proactively contact a new user from the web interface.

	The user is created, but no details are sent to him.

	Any tips?

Thanks

-- 
Pablo Povarchik de Carrasquedo

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

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



From ruslan.zakirov at gmail.com  Fri Mar 24 04:46:24 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 24 Mar 2006 12:46:24 +0300
Subject: [rt-users] Decoding quoted mail addresses in RT mailgate
In-Reply-To: <20060321140137.GF23475@pan.dimdi.de>
References: <20060321140137.GF23475@pan.dimdi.de>
Message-ID: <589c94400603240146l60190e28l1fd49873c9a16831@mail.gmail.com>

We need MIME message generated from Outlook that represents problem to
add to the test suite.

On 3/21/06, Philipp Niemann <niemann at dimdi.de> wrote:
> Hello!
>
> Though I searched the past four month of listarchive for something
> similar, I haven't found anything near. Hear this:
>
> We have RT Version 3.4.4 installed on a Debian/GNU Linux Release sarge
> with modperl and apache1.
>
> Some of our users have MS Outlook as MUA. Our realname policy for email
> is: "surname, given name" <email.address at dimdi.de>
>
> Everything is just fine as long as the name of the user doesn't contain
> any special chars like German umlauts or such. In case of a special char
> in the surname or given name, Outlook encodes the From header according
> to RFC. The problem is that Outlook (wrongly) encodes the quotation marks
> into the From address, too.
>
> When such an encoded From Address arrives at RT mailgateway, the
> software does the following (I added Umlauts to the names for accuracy):
>
> 1) Realise the From is quoted
> 2) Start with a Quotation mark: "
> 3) Decode Address: "surn?me, given n?me"
> 4) End encoded string with quotation mark: "
> 5) Add mail address itself
>
> Result:
> ""surn?me, given n?me"" <email.address at dimdi.de>
>
> Which in turn results in Autoreply Mail from RT destined to User "" and
> User "" -- and RT not realizing the (existing) User. The resulting ticket
> is listed with Requestor "".
>
> Wrong behaviour. My own MUA, mutt, decodes this stuff correctly,
> prepending a backslash to the encoded quotation marks after decoding,
> resulting in the correctly decoded From address like this:
>
> "\"surn?me, given n?me\"" <email.address at dimdi.de>
>
> I tried to figure out which perl module is the right to file a bug
> against. I don't think this is RT itself as RT uses lots of perl mods to
> decode email. Might be Mail::Address, right?
>
> As I don't have any hope of getting rid of Outlook I would greatly
> appreciate hints on the right module or ideas for a workaround.
>
> I have some tcpdump sessions with very detailed information about the
> issue. Feel free to ask for further details if needed.
>
> Regards,
> Philipp
> --
> Philipp Niemann                                       DIMDI
> Abteilung D / AG D4
> Peripherie / UNIX-Systembetreuer     Waisenhausgasse 36-38a
> Tel. : 0221/4724-281                            50676 Koeln

--
Best regards, Ruslan.

From ruslan.zakirov at gmail.com  Fri Mar 24 04:42:38 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 24 Mar 2006 12:42:38 +0300
Subject: [rt-users] Query Builder
In-Reply-To: <4421D755.4020203@internode.com.au>
References: <4421C819.1080905@internode.com.au>
	<589c94400603221442l71838b33p8a86ec9876cff752@mail.gmail.com>
	<4421D755.4020203@internode.com.au>
Message-ID: <589c94400603240142x11511ea5p4fcc4572b0a32a82@mail.gmail.com>

As I know that happens since 3.0.x and as I remeber that somehow
related to the code that build next/prev links. I thought this was
fixed in recent versions. Looks like we need to check that again.

On 3/23/06, Luke Vanderfluit <lvanderf at internode.com.au> wrote:
>  Hi.
>
>  Ruslan Zakirov wrote:
>  RT version?
>
>  3.4.5
>
>  On 3/23/06, Luke Vanderfluit <lvanderf at internode.com.au> wrote:
>
>  Hi.
>
> I've found what appears to be a bug in the query builder.
> When I build a query that needs to do search of contents of tickets.
> Say, for example, I search all tickets with the following query:
>
> Created > '2006-01-01' AND Content LIKE 'foo'
>
> that query could take a very long time to complete, which is normal (not
> acceptable but OK (-:)
>
> After the query has completed I go to delete the "AND Content LIKE
> 'foo'" phrase and the query seems to run again!
>
> I'm looking at the mysql processes that are triggered by this behaviour.
> It seems like the query builder might be using up resources that it
> shouldn't need to.
>
> Can anyone confirm this behaviour? That changing the composition of the
> query actually causes the query to run again?
>
> Thanks.
> Kind regards.
>
> --
> Luke
>
> --
> Best regards, Ruslan.
>
> --
> Luke
>


--
Best regards, Ruslan.

From cto at lanusa.com  Fri Mar 24 06:07:30 2006
From: cto at lanusa.com (Michael Erana)
Date: Fri, 24 Mar 2006 06:07:30 -0500
Subject: [rt-users] rt <-> mysql 5.x
Message-ID: <FF4FA4421218954E9B0ACC1D01883FFB7922CD@pcn-exch1.pcn.local>

I haven't tried 3.4.5 yet but I am running 3.4.4 on mySQL 5. It's actually quite nice since I am saving my own lookup queries as views and then I can tag those views from other projects...

Michael Era?a, CISSP
CTO
PC Network, Inc.          
eranam at lanusa.com   

 

|=> -----Original Message-----
|=> From: rt-users-bounces at lists.bestpractical.com 
|=> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
|=> Of Chaim Rieger
|=> Sent: Friday, March 24, 2006 2:49 AM
|=> To: Bartlomiej Solarz-Niesluchowski
|=> Cc: rt-users at lists.bestpractical.com
|=> Subject: Re: [rt-users] rt <-> mysql 5.x
|=> 
|=> Bartlomiej Solarz-Niesluchowski wrote:
|=> > Good Morning!
|=> > 
|=> > There somebody tested rt 3.4.5 with mysql 5.0.18 (FC5?)
|=> > 
|=> > It is possible configuration?
|=> > 
|=> > Best Regards
|=> > 
|=> > 
|=> do you mean to say that you have RT 3.4.5 working with 
|=> mysql 5.x or are you asking if somebody did this already ?
|=> _______________________________________________
|=> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
|=> 
|=> Community help: http://wiki.bestpractical.com Commercial 
|=> support: sales at bestpractical.com
|=> 
|=> 
|=> Discover RT's hidden secrets with RT Essentials from 
|=> O'Reilly Media. 
|=> Buy a copy at http://rtbook.bestpractical.com
|=> 
|=> 
|=> We're hiring! Come hack Perl for Best Practical: 
|=> http://bestpractical.com/about/jobs.html
|=> 


From dmbeethe at fedex.com  Fri Mar 24 09:47:33 2006
From: dmbeethe at fedex.com (Don Beethe)
Date: Fri, 24 Mar 2006 08:47:33 -0600
Subject: [rt-users] Problem with Rt-Shredder
Message-ID: <CBFD49490FF183498C0C74C2317C7FE503587066@MEMEXCH06V.corp.ds.fedex.com>

I'm getting: 
[crit]: Couldn't wipeout object: Can't call method "IsLocal" on an
undefined value at /opt/rt3/lib/RT/URI.pm line 247, <STDIN> line 1.

Is this due to fact that one of the tickets I'm trying to delete has
links? 
I'm running rt 3.4.5 and shredder 0.03_01



From maillist at sitepier.com  Fri Mar 24 12:33:06 2006
From: maillist at sitepier.com (Jason B.)
Date: Fri, 24 Mar 2006 11:33:06 -0600
Subject: [rt-users] Custom Scrip problem
In-Reply-To: <669B5AE7-43BE-4C07-96E4-221EBF4F39BF@sitepier.com>
References: <52A6AA62-F06C-4F34-8E3B-F2BB1FF29AAB@sitepier.com>
	<440F7BAB.5010706@lbl.gov>
	<669B5AE7-43BE-4C07-96E4-221EBF4F39BF@sitepier.com>
Message-ID: <CCE2A191-702C-4660-8737-CC223143D66C@sitepier.com>

Hello Everyone,

Its been about 2 weeks and I am still fighting with this problem.   
Does anyone have any insight on what I might be doing wrong?  Let me  
tell you the changes I have made so far.

Here is the custom scrip:

Description: Ticket Stole
Condition: User defined
Action: Notify Owner
Template: Global Template Ticket Steal
Stage: Transaction Create

Custom Condition:

my $trans = $self->TransactionObj; return 0 unless $trans->Field eq  
'Owner'; return 1 if $trans->OldValue != RT::Nobody()->id(); return 0;

Template 13:  Ticket Steal

To: {my $old_owner = RT::User->new($RT::System);
$old_owner->Load($Transaction->OldValue);
$old_owner->EmailAddress()}
Subject: Ticket #{$Ticket->Id()} taken by {$Ticket->OwnerObj->Name()}

A ticket you owned:

"{$Ticket->Subject()}"

has been taken by {$Ticket->OwnerObj->Name()}

{$RT::WebURL}Ticket/Display.html?id={$Ticket->Id()}

I am testing with a Queue called Support and with 2 users called  
jason and mike.
Both of these guys are in a Group called Admin

Here are the permissions in the Admin group

AdminAllPersonalGroups
AdminCustomField
AdminGroup
AdminGroupMembership
AdminOwnPersonalGroups
AdminQueue
AdminUsers
AssignCustomFields
CommentOnTicket
CreateSavedSearch
CreateTicket
DelegateRights
DeleteTicket
EditSavedSearches
LoadSavedSearch
ModifyACL
ModifyCustomField
ModifyOwnMembership
ModifyQueueWatchers
ModifyScrips
ModifySelf
ModifyTemplate
ModifyTicket
OwnTicket
ReplyToTicket
SeeCustomField
SeeGroup
SeeQueue
ShowACL
ShowConfigTab
ShowOutgoingEmail
ShowSavedSearches
ShowScrips
ShowTemplate
ShowTicket
ShowTicketComments
StealTicket
SuperUser
TakeTicket
Watch
WatchAsAdminCc


For global User rights:
Jason has:
CommentOnTicket
CreateTicket
ModifyTicket
OwnTicket
ReplyToTicket
SeeQueue
ShowACL
ShowOutgoingEmail
ShowTicket
ShowTicketComments
StealTicket
TakeTicket
Watch

Mike has:
CommentOnTicket
CreateTicket
ModifyTicket
OwnTicket
ReplyToTicket
SeeQueue
ShowOutgoingEmail
ShowTicket
ShowTicketComments
StealTicket
TakeTicket

Okay so in the RT_SiteConfig.pm I have set:

Set($NotifyActor, 1);

Now when someone sends a ticket mike can take ownership of the  
ticket.  Next when Jason steals the ticket from Mike we do not get an  
e-mail of the ticket stolen.  In the syslogs it says:

Mar 24 10:47:28 admin RT:  
<rt-3.4.1-2886-28802-3.19.7923242290376 at stabletransit.com>  
#2886/28802 - Scrip 3  (/usr/share/request-tracker3.4/lib/RT/Action/ 
SendEmail.pm:235)
Mar 24 10:47:28 admin RT:  
<rt-3.4.1-2886-28802-3.19.7923242290376 at stabletransit.com> No  
recipients found. Not sending.  (/usr/share/request-tracker3.4/lib/RT/ 
Action/SendEmail.pm:247)
Mar 24 10:47:28 admin RT:  
<rt-3.4.1-2886-28802-4.9.29499784638189 at stabletransit.com>  
#2886/28802 - Scrip 4  (/usr/share/request-tracker3.4/lib/RT/Action/ 
SendEmail.pm:235)
Mar 24 10:47:28 admin RT:  
<rt-3.4.1-2886-28802-4.9.29499784638189 at stabletransit.com> No  
recipients found. Not sending.  (/usr/share/request-tracker3.4/lib/RT/ 
Action/SendEmail.pm:247)
Mar 24 10:47:28 admin RT:  
<rt-3.4.1-2886-28802-16.5.24126773829749 at stabletransit.com>  
#2886/28802 - Scrip 16 On Create Notify Owner (/usr/share/request- 
tracker3.4/lib/RT/Action/SendEmail.pm:235)
Mar 24 10:47:28 admin RT:  
<rt-3.4.1-2886-28802-16.5.24126773829749 at stabletransit.com> No  
recipients found. Not sending.  (/usr/share/request-tracker3.4/lib/RT/ 
Action/SendEmail.pm:247)




I am using RT 3.4.1-2 which is the debian packages for Sarge 3.1.   
Anyone have any ideas why its not working?  I have racked my brain  
for the last 2 weeks.  Hopefully i provided enough information.

-jason



On Mar 8, 2006, at 11:38 PM, Jason B. wrote:

> Ken & others,
>
> After going home and troubleshooting this more and looking at the  
> archive postings I noticed that some people got it working by  
> changing the Template to the following:
>
> To: {my $old_owner = RT::User->new($RT::System);
> $old_owner->Load($Transaction->OldValue);
> $old_owner->EmailAddress()}
> Subject: Ticket #{$Ticket->Id()} taken by {$Ticket->OwnerObj->Name()}
>
> A ticket you owned:
>
> "{$Ticket->Subject()}"
>
> has been taken by {$Ticket->OwnerObj->Name()}
>
> {$RT::WebURL}Ticket/Display.html?id={$Ticket->Id()}
>
> Basically changing the $RT::System part.  It worked for others  
> though its not working for me.  I do see that my Everyone Group  
> does have ShowOutgoingMail along with Every group that I have  
> created that has the ShowOutgoingMail.  I noticed the following in  
> the /var/log/messages
>
> Mar  8 23:30:31 admin RT: Successful login for jbartels from  
> 24.26.232.60 (/usr/share/request-tracker3.4/html/autohandler:197)
> Mar  8 23:30:48 admin RT:  
> <rt-3.4.1-2188-21627-2.19.1568452421506 at something.com> #2188/21627  
> - Scrip 2  (/usr/share/request-tracker3.4/lib/RT/Action/ 
> SendEmail.pm:235)
> Mar  8 23:30:48 admin RT:  
> <rt-3.4.1-2188-21627-2.19.1568452421506 at something.com.> No  
> recipients found. Not sending.  (/usr/share/request-tracker3.4/lib/ 
> RT/Action/SendEmail.pm:247)
> Mar  8 23:30:48 admin RT:  
> <rt-3.4.1-2188-21627-15.13.6658577819274 at something.com> #2188/21627  
> - Scrip 15 Ticket Stolen (/usr/share/request-tracker3.4/lib/RT/ 
> Action/SendEmail.pm:235)
> Mar  8 23:30:48 admin RT:  
> <rt-3.4.1-2188-21627-15.13.6658577819274 at something.com> No  
> recipients found. Not sending.  (/usr/share/request-tracker3.4/lib/ 
> RT/Action/SendEmail.pm:247)
>
> Okay so when I test it by pressing the Steal ticket it only works  
> if the root user has the ticket (just did it for testing) but if I  
> use a real user say jbartels and have jtest user steal it I do not  
> receive an e-mail and it shows that error message in the log file.
>
> I want the e-mail sent to the user that use to have the ticket  
> before it was stolen.  So it would go to jbartels if the jtest user  
> stole it.  Not sure where I went wrong.  I also searched the  
> archives and it said to try using the
>
> Set($NotifyActor, 0);
>
> Which doesn't help anything.
>
> Any thoughts?
>
> -jason
>
>
>
> On Mar 8, 2006, at 6:49 PM, Ken Crocker wrote:
>
>> JAson, to whom did you want the e_mail to go to and did you give  
>> that role (like requestor) or group the "SeeOutgoingMail"  
>> priviledge? If not, then you can have a hundred scrips that will  
>> go nowhere if no one has the priviledge of seeing outgoing mail.
>>
>> Kenn
>>
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From barnesaw at ucrwcu.rwc.uc.edu  Fri Mar 24 12:53:44 2006
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Fri, 24 Mar 2006 12:53:44 -0500
Subject: [rt-users] Custom Scrip problem
In-Reply-To: <CCE2A191-702C-4660-8737-CC223143D66C@sitepier.com>
References: <52A6AA62-F06C-4F34-8E3B-F2BB1FF29AAB@sitepier.com>	<440F7BAB.5010706@lbl.gov>	<669B5AE7-43BE-4C07-96E4-221EBF4F39BF@sitepier.com>
	<CCE2A191-702C-4660-8737-CC223143D66C@sitepier.com>
Message-ID: <44243228.5040105@ucrwcu.rwc.uc.edu>

Doesn't that final return 0; always set it to 0 and therefore and never 
send email?

Jason B. wrote:
> Hello Everyone,
>
> Its been about 2 weeks and I am still fighting with this problem.  
> Does anyone have any insight on what I might be doing wrong?  Let me 
> tell you the changes I have made so far.
>
> Here is the custom scrip:
>
> Description: Ticket Stole
> Condition: User defined
> Action: Notify Owner
> Template: Global Template Ticket Steal
> Stage: Transaction Create
>
> Custom Condition:
>
> my $trans = $self->TransactionObj; return 0 unless $trans->Field eq 
> 'Owner'; return 1 if $trans->OldValue != RT::Nobody()->id(); return 0;
>
> Template 13:  Ticket Steal
>
> To: {my $old_owner = RT::User->new($RT::System);
> $old_owner->Load($Transaction->OldValue);
> $old_owner->EmailAddress()}
> Subject: Ticket #{$Ticket->Id()} taken by {$Ticket->OwnerObj->Name()}
>
> A ticket you owned:
>
> "{$Ticket->Subject()}"
>
> has been taken by {$Ticket->OwnerObj->Name()}
>
> {$RT::WebURL}Ticket/Display.html?id={$Ticket->Id()}
>
> I am testing with a Queue called Support and with 2 users called jason 
> and mike.
> Both of these guys are in a Group called Admin
>
> Here are the permissions in the Admin group
>
> AdminAllPersonalGroups
> AdminCustomField
> AdminGroup
> AdminGroupMembership
> AdminOwnPersonalGroups
> AdminQueue
> AdminUsers
> AssignCustomFields
> CommentOnTicket
> CreateSavedSearch
> CreateTicket
> DelegateRights
> DeleteTicket
> EditSavedSearches
> LoadSavedSearch
> ModifyACL
> ModifyCustomField
> ModifyOwnMembership
> ModifyQueueWatchers
> ModifyScrips
> ModifySelf
> ModifyTemplate
> ModifyTicket
> OwnTicket
> ReplyToTicket
> SeeCustomField
> SeeGroup
> SeeQueue
> ShowACL
> ShowConfigTab
> ShowOutgoingEmail
> ShowSavedSearches
> ShowScrips
> ShowTemplate
> ShowTicket
> ShowTicketComments
> StealTicket
> SuperUser
> TakeTicket
> Watch
> WatchAsAdminCc
>
>
> For global User rights:
> Jason has:
> CommentOnTicket
> CreateTicket
> ModifyTicket
> OwnTicket
> ReplyToTicket
> SeeQueue
> ShowACL
> ShowOutgoingEmail
> ShowTicket
> ShowTicketComments
> StealTicket
> TakeTicket
> Watch
>
> Mike has:
> CommentOnTicket
> CreateTicket
> ModifyTicket
> OwnTicket
> ReplyToTicket
> SeeQueue
> ShowOutgoingEmail
> ShowTicket
> ShowTicketComments
> StealTicket
> TakeTicket
>
> Okay so in the RT_SiteConfig.pm I have set:
>
> Set($NotifyActor, 1);
>
> Now when someone sends a ticket mike can take ownership of the 
> ticket.  Next when Jason steals the ticket from Mike we do not get an 
> e-mail of the ticket stolen.  In the syslogs it says:
>
> Mar 24 10:47:28 admin RT: 
> <rt-3.4.1-2886-28802-3.19.7923242290376 at stabletransit.com 
> <mailto:rt-3.4.1-2886-28802-3.19.7923242290376 at stabletransit.com>> 
> #2886/28802 - Scrip 3  
> (/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:235) 
> Mar 24 10:47:28 admin RT: 
> <rt-3.4.1-2886-28802-3.19.7923242290376 at stabletransit.com 
> <mailto:rt-3.4.1-2886-28802-3.19.7923242290376 at stabletransit.com>> No 
> recipients found. Not sending.  
> (/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:247) 
> Mar 24 10:47:28 admin RT: 
> <rt-3.4.1-2886-28802-4.9.29499784638189 at stabletransit.com 
> <mailto:rt-3.4.1-2886-28802-4.9.29499784638189 at stabletransit.com>> 
> #2886/28802 - Scrip 4  
> (/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:235) 
> Mar 24 10:47:28 admin RT: 
> <rt-3.4.1-2886-28802-4.9.29499784638189 at stabletransit.com 
> <mailto:rt-3.4.1-2886-28802-4.9.29499784638189 at stabletransit.com>> No 
> recipients found. Not sending.  
> (/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:247) 
> Mar 24 10:47:28 admin RT: 
> <rt-3.4.1-2886-28802-16.5.24126773829749 at stabletransit.com 
> <mailto:rt-3.4.1-2886-28802-16.5.24126773829749 at stabletransit.com>> 
> #2886/28802 - Scrip 16 On Create Notify Owner 
> (/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:235) 
> Mar 24 10:47:28 admin RT: 
> <rt-3.4.1-2886-28802-16.5.24126773829749 at stabletransit.com 
> <mailto:rt-3.4.1-2886-28802-16.5.24126773829749 at stabletransit.com>> No 
> recipients found. Not sending.  
> (/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:247) 
>
>
>
>
> I am using RT 3.4.1-2 which is the debian packages for Sarge 3.1.  
> Anyone have any ideas why its not working?  I have racked my brain for 
> the last 2 weeks.  Hopefully i provided enough information.
>
> -jason
>
>
>
> On Mar 8, 2006, at 11:38 PM, Jason B. wrote:
>
>> Ken & others,
>>
>> After going home and troubleshooting this more and looking at the 
>> archive postings I noticed that some people got it working by 
>> changing the Template to the following:
>>
>> To: {my $old_owner = RT::User->new($RT::System);
>> $old_owner->Load($Transaction->OldValue);
>> $old_owner->EmailAddress()}
>> Subject: Ticket #{$Ticket->Id()} taken by {$Ticket->OwnerObj->Name()}
>>
>> A ticket you owned:
>>
>> "{$Ticket->Subject()}"
>>
>> has been taken by {$Ticket->OwnerObj->Name()}
>>
>> {$RT::WebURL}Ticket/Display.html?id={$Ticket->Id()}
>>
>> Basically changing the $RT::System part.  It worked for others though 
>> its not working for me.  I do see that my Everyone Group does 
>> have ShowOutgoingMail along with Every group that I have created that 
>> has the ShowOutgoingMail.  I noticed the following in the 
>> /var/log/messages
>>
>> Mar  8 23:30:31 admin RT: Successful login for jbartels from 
>> 24.26.232.60 (/usr/share/request-tracker3.4/html/autohandler:197) 
>> Mar  8 23:30:48 admin RT: 
>> <rt-3.4.1-2188-21627-2.19.1568452421506 at something.com 
>> <mailto:rt-3.4.1-2188-21627-2.19.1568452421506 at something.com>> 
>> #2188/21627 - Scrip 2  
>> (/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:235) 
>> Mar  8 23:30:48 admin RT: 
>> <rt-3.4.1-2188-21627-2.19.1568452421506 at something.com 
>> <mailto:rt-3.4.1-2188-21627-2.19.1568452421506 at something.com>.> No 
>> recipients found. Not sending.  
>> (/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:247) 
>> Mar  8 23:30:48 admin RT: 
>> <rt-3.4.1-2188-21627-15.13.6658577819274 at something.com 
>> <mailto:rt-3.4.1-2188-21627-15.13.6658577819274 at something.com>> 
>> #2188/21627 - Scrip 15 Ticket Stolen 
>> (/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:235) 
>> Mar  8 23:30:48 admin RT: 
>> <rt-3.4.1-2188-21627-15.13.6658577819274 at something.com 
>> <mailto:rt-3.4.1-2188-21627-15.13.6658577819274 at something.com>> No 
>> recipients found. Not sending.  
>> (/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:247)
>>
>> Okay so when I test it by pressing the Steal ticket it only works if 
>> the root user has the ticket (just did it for testing) but if I use a 
>> real user say jbartels and have jtest user steal it I do not receive 
>> an e-mail and it shows that error message in the log file.
>>
>> I want the e-mail sent to the user that use to have the ticket before 
>> it was stolen.  So it would go to jbartels if the jtest user stole 
>> it.  Not sure where I went wrong.  I also searched the archives and 
>> it said to try using the 
>>
>> Set($NotifyActor, 0);
>>
>> Which doesn't help anything.
>>
>> Any thoughts?
>>
>> -jason
>>
>>
>>
>> On Mar 8, 2006, at 6:49 PM, Ken Crocker wrote:
>>
>>> JAson, to whom did you want the e_mail to go to and did you give 
>>> that role (like requestor) or group the "SeeOutgoingMail" 
>>> priviledge? If not, then you can have a hundred scrips that will go 
>>> nowhere if no one has the priviledge of seeing outgoing mail.
>>>
>>> Kenn
>>>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly 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 maillist at sitepier.com  Fri Mar 24 13:45:59 2006
From: maillist at sitepier.com (Jason B.)
Date: Fri, 24 Mar 2006 12:45:59 -0600
Subject: [rt-users] Custom Scrip problem
In-Reply-To: <44243228.5040105@ucrwcu.rwc.uc.edu>
References: <52A6AA62-F06C-4F34-8E3B-F2BB1FF29AAB@sitepier.com>	<440F7BAB.5010706@lbl.gov>	<669B5AE7-43BE-4C07-96E4-221EBF4F39BF@sitepier.com>
	<CCE2A191-702C-4660-8737-CC223143D66C@sitepier.com>
	<44243228.5040105@ucrwcu.rwc.uc.edu>
Message-ID: <67CBF41A-D911-4BCE-99E8-D8D495E0ECA3@sitepier.com>

Hello Drew,

I actually got this scrip from the RT Essentials book.  I tried to  
see if there were any errors with it on the O'Reilly page.

-jb

On Mar 24, 2006, at 11:53 AM, Drew Barnes wrote:

> Doesn't that final return 0; always set it to 0 and therefore and  
> never send email?
>
> Jason B. wrote:
>> Hello Everyone,
>>
>> Its been about 2 weeks and I am still fighting with this problem.   
>> Does anyone have any insight on what I might be doing wrong?  Let  
>> me tell you the changes I have made so far.
>>
>> Here is the custom scrip:
>>
>> Description: Ticket Stole
>> Condition: User defined
>> Action: Notify Owner
>> Template: Global Template Ticket Steal
>> Stage: Transaction Create
>>
>> Custom Condition:
>>
>> my $trans = $self->TransactionObj; return 0 unless $trans->Field  
>> eq 'Owner'; return 1 if $trans->OldValue != RT::Nobody()->id();  
>> return 0;
>>
>> Template 13:  Ticket Steal
>>
>> To: {my $old_owner = RT::User->new($RT::System);
>> $old_owner->Load($Transaction->OldValue);
>> $old_owner->EmailAddress()}
>> Subject: Ticket #{$Ticket->Id()} taken by {$Ticket->OwnerObj->Name()}
>>
>> A ticket you owned:
>>
>> "{$Ticket->Subject()}"
>>
>> has been taken by {$Ticket->OwnerObj->Name()}
>>
>> {$RT::WebURL}Ticket/Display.html?id={$Ticket->Id()}
>>
>> I am testing with a Queue called Support and with 2 users called  
>> jason and mike.
>> Both of these guys are in a Group called Admin
>>
>> Here are the permissions in the Admin group
>>
>> AdminAllPersonalGroups
>> AdminCustomField
>> AdminGroup
>> AdminGroupMembership
>> AdminOwnPersonalGroups
>> AdminQueue
>> AdminUsers
>> AssignCustomFields
>> CommentOnTicket
>> CreateSavedSearch
>> CreateTicket
>> DelegateRights
>> DeleteTicket
>> EditSavedSearches
>> LoadSavedSearch
>> ModifyACL
>> ModifyCustomField
>> ModifyOwnMembership
>> ModifyQueueWatchers
>> ModifyScrips
>> ModifySelf
>> ModifyTemplate
>> ModifyTicket
>> OwnTicket
>> ReplyToTicket
>> SeeCustomField
>> SeeGroup
>> SeeQueue
>> ShowACL
>> ShowConfigTab
>> ShowOutgoingEmail
>> ShowSavedSearches
>> ShowScrips
>> ShowTemplate
>> ShowTicket
>> ShowTicketComments
>> StealTicket
>> SuperUser
>> TakeTicket
>> Watch
>> WatchAsAdminCc
>>
>>
>> For global User rights:
>> Jason has:
>> CommentOnTicket
>> CreateTicket
>> ModifyTicket
>> OwnTicket
>> ReplyToTicket
>> SeeQueue
>> ShowACL
>> ShowOutgoingEmail
>> ShowTicket
>> ShowTicketComments
>> StealTicket
>> TakeTicket
>> Watch
>>
>> Mike has:
>> CommentOnTicket
>> CreateTicket
>> ModifyTicket
>> OwnTicket
>> ReplyToTicket
>> SeeQueue
>> ShowOutgoingEmail
>> ShowTicket
>> ShowTicketComments
>> StealTicket
>> TakeTicket
>>
>> Okay so in the RT_SiteConfig.pm I have set:
>>
>> Set($NotifyActor, 1);
>>
>> Now when someone sends a ticket mike can take ownership of the  
>> ticket.  Next when Jason steals the ticket from Mike we do not get  
>> an e-mail of the ticket stolen.  In the syslogs it says:
>>
>> Mar 24 10:47:28 admin RT:  
>> <rt-3.4.1-2886-28802-3.19.7923242290376 at stabletransit.com  
>> <mailto:rt-3.4.1-2886-28802-3.19.7923242290376 at stabletransit.com>>  
>> #2886/28802 - Scrip 3  (/usr/share/request-tracker3.4/lib/RT/ 
>> Action/SendEmail.pm:235) Mar 24 10:47:28 admin RT:  
>> <rt-3.4.1-2886-28802-3.19.7923242290376 at stabletransit.com  
>> <mailto:rt-3.4.1-2886-28802-3.19.7923242290376 at stabletransit.com>>  
>> No recipients found. Not sending.  (/usr/share/request-tracker3.4/ 
>> lib/RT/Action/SendEmail.pm:247) Mar 24 10:47:28 admin RT:  
>> <rt-3.4.1-2886-28802-4.9.29499784638189 at stabletransit.com  
>> <mailto:rt-3.4.1-2886-28802-4.9.29499784638189 at stabletransit.com>>  
>> #2886/28802 - Scrip 4  (/usr/share/request-tracker3.4/lib/RT/ 
>> Action/SendEmail.pm:235) Mar 24 10:47:28 admin RT:  
>> <rt-3.4.1-2886-28802-4.9.29499784638189 at stabletransit.com  
>> <mailto:rt-3.4.1-2886-28802-4.9.29499784638189 at stabletransit.com>>  
>> No recipients found. Not sending.  (/usr/share/request-tracker3.4/ 
>> lib/RT/Action/SendEmail.pm:247) Mar 24 10:47:28 admin RT:  
>> <rt-3.4.1-2886-28802-16.5.24126773829749 at stabletransit.com  
>> <mailto:rt-3.4.1-2886-28802-16.5.24126773829749 at stabletransit.com>> # 
>> 2886/28802 - Scrip 16 On Create Notify Owner (/usr/share/request- 
>> tracker3.4/lib/RT/Action/SendEmail.pm:235) Mar 24 10:47:28 admin  
>> RT: <rt-3.4.1-2886-28802-16.5.24126773829749 at stabletransit.com  
>> <mailto:rt-3.4.1-2886-28802-16.5.24126773829749 at stabletransit.com>> N 
>> o recipients found. Not sending.  (/usr/share/request-tracker3.4/ 
>> lib/RT/Action/SendEmail.pm:247)
>>
>>
>>
>> I am using RT 3.4.1-2 which is the debian packages for Sarge 3.1.   
>> Anyone have any ideas why its not working?  I have racked my brain  
>> for the last 2 weeks.  Hopefully i provided enough information.
>>
>> -jason
>>
>>
>>
>> On Mar 8, 2006, at 11:38 PM, Jason B. wrote:
>>
>>> Ken & others,
>>>
>>> After going home and troubleshooting this more and looking at the  
>>> archive postings I noticed that some people got it working by  
>>> changing the Template to the following:
>>>
>>> To: {my $old_owner = RT::User->new($RT::System);
>>> $old_owner->Load($Transaction->OldValue);
>>> $old_owner->EmailAddress()}
>>> Subject: Ticket #{$Ticket->Id()} taken by {$Ticket->OwnerObj->Name 
>>> ()}
>>>
>>> A ticket you owned:
>>>
>>> "{$Ticket->Subject()}"
>>>
>>> has been taken by {$Ticket->OwnerObj->Name()}
>>>
>>> {$RT::WebURL}Ticket/Display.html?id={$Ticket->Id()}
>>>
>>> Basically changing the $RT::System part.  It worked for others  
>>> though its not working for me.  I do see that my Everyone Group  
>>> does have ShowOutgoingMail along with Every group that I have  
>>> created that has the ShowOutgoingMail.  I noticed the following  
>>> in the /var/log/messages
>>>
>>> Mar  8 23:30:31 admin RT: Successful login for jbartels from  
>>> 24.26.232.60 (/usr/share/request-tracker3.4/html/autohandler:197)  
>>> Mar  8 23:30:48 admin RT:  
>>> <rt-3.4.1-2188-21627-2.19.1568452421506 at something.com  
>>> <mailto:rt-3.4.1-2188-21627-2.19.1568452421506 at something.com>>  
>>> #2188/21627 - Scrip 2  (/usr/share/request-tracker3.4/lib/RT/ 
>>> Action/SendEmail.pm:235) Mar  8 23:30:48 admin RT:  
>>> <rt-3.4.1-2188-21627-2.19.1568452421506 at something.com  
>>> <mailto:rt-3.4.1-2188-21627-2.19.1568452421506 at something.com>.>  
>>> No recipients found. Not sending.  (/usr/share/request-tracker3.4/ 
>>> lib/RT/Action/SendEmail.pm:247) Mar  8 23:30:48 admin RT:  
>>> <rt-3.4.1-2188-21627-15.13.6658577819274 at something.com  
>>> <mailto:rt-3.4.1-2188-21627-15.13.6658577819274 at something.com>>  
>>> #2188/21627 - Scrip 15 Ticket Stolen (/usr/share/request- 
>>> tracker3.4/lib/RT/Action/SendEmail.pm:235) Mar  8 23:30:48 admin  
>>> RT: <rt-3.4.1-2188-21627-15.13.6658577819274 at something.com  
>>> <mailto:rt-3.4.1-2188-21627-15.13.6658577819274 at something.com>>  
>>> No recipients found. Not sending.  (/usr/share/request-tracker3.4/ 
>>> lib/RT/Action/SendEmail.pm:247)
>>>
>>> Okay so when I test it by pressing the Steal ticket it only works  
>>> if the root user has the ticket (just did it for testing) but if  
>>> I use a real user say jbartels and have jtest user steal it I do  
>>> not receive an e-mail and it shows that error message in the log  
>>> file.
>>>
>>> I want the e-mail sent to the user that use to have the ticket  
>>> before it was stolen.  So it would go to jbartels if the jtest  
>>> user stole it.  Not sure where I went wrong.  I also searched the  
>>> archives and it said to try using the
>>> Set($NotifyActor, 0);
>>>
>>> Which doesn't help anything.
>>>
>>> Any thoughts?
>>>
>>> -jason
>>>
>>>
>>>
>>> On Mar 8, 2006, at 6:49 PM, Ken Crocker wrote:
>>>
>>>> JAson, to whom did you want the e_mail to go to and did you give  
>>>> that role (like requestor) or group the "SeeOutgoingMail"  
>>>> priviledge? If not, then you can have a hundred scrips that will  
>>>> go nowhere if no one has the priviledge of seeing outgoing mail.
>>>>
>>>> Kenn
>>>>
>> --------------------------------------------------------------------- 
>> ---
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly  
>> 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
>

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From KFCrocker at lbl.gov  Fri Mar 24 13:53:57 2006
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 24 Mar 2006 10:53:57 -0800
Subject: [rt-users] Custom Scrip problem
In-Reply-To: <CCE2A191-702C-4660-8737-CC223143D66C@sitepier.com>
References: <52A6AA62-F06C-4F34-8E3B-F2BB1FF29AAB@sitepier.com>
	<440F7BAB.5010706@lbl.gov>
	<669B5AE7-43BE-4C07-96E4-221EBF4F39BF@sitepier.com>
	<CCE2A191-702C-4660-8737-CC223143D66C@sitepier.com>
Message-ID: <44244045.1070908@lbl.gov>

Jason,

    I'm curious. If your two uesrs are in a group that has all those 
rights, why did you even bother to give them global user rights? The 
only global user right we give  is superuser and that's only  to us 
system admins. Once a user is in a group and that group has rights, man, 
your done. If you create another Queue, then you can either allow that 
group to have certain rights for that particular queue or not. It looks 
to me like you dished out WAY too many rights, like a scatter-gun effect 
and  that's makes it a lot tougher to debug any problem. Try trimming 
some of that stuff off and make little changes, one at a time.

Kenn

Jason B. wrote:

> Hello Everyone,
>
> Its been about 2 weeks and I am still fighting with this problem.  
> Does anyone have any insight on what I might be doing wrong?  Let me 
> tell you the changes I have made so far.
>
> Here is the custom scrip:
>
> Description: Ticket Stole
> Condition: User defined
> Action: Notify Owner
> Template: Global Template Ticket Steal
> Stage: Transaction Create
>
> Custom Condition:
>
> my $trans = $self->TransactionObj; return 0 unless $trans->Field eq 
> 'Owner'; return 1 if $trans->OldValue != RT::Nobody()->id(); return 0;
>
> Template 13:  Ticket Steal
>
> To: {my $old_owner = RT::User->new($RT::System);
> $old_owner->Load($Transaction->OldValue);
> $old_owner->EmailAddress()}
> Subject: Ticket #{$Ticket->Id()} taken by {$Ticket->OwnerObj->Name()}
>
> A ticket you owned:
>
> "{$Ticket->Subject()}"
>
> has been taken by {$Ticket->OwnerObj->Name()}
>
> {$RT::WebURL}Ticket/Display.html?id={$Ticket->Id()}
>
> I am testing with a Queue called Support and with 2 users called jason 
> and mike.
> Both of these guys are in a Group called Admin
>
> Here are the permissions in the Admin group
>
> AdminAllPersonalGroups
> AdminCustomField
> AdminGroup
> AdminGroupMembership
> AdminOwnPersonalGroups
> AdminQueue
> AdminUsers
> AssignCustomFields
> CommentOnTicket
> CreateSavedSearch
> CreateTicket
> DelegateRights
> DeleteTicket
> EditSavedSearches
> LoadSavedSearch
> ModifyACL
> ModifyCustomField
> ModifyOwnMembership
> ModifyQueueWatchers
> ModifyScrips
> ModifySelf
> ModifyTemplate
> ModifyTicket
> OwnTicket
> ReplyToTicket
> SeeCustomField
> SeeGroup
> SeeQueue
> ShowACL
> ShowConfigTab
> ShowOutgoingEmail
> ShowSavedSearches
> ShowScrips
> ShowTemplate
> ShowTicket
> ShowTicketComments
> StealTicket
> SuperUser
> TakeTicket
> Watch
> WatchAsAdminCc
>
>
> For global User rights:
> Jason has:
> CommentOnTicket
> CreateTicket
> ModifyTicket
> OwnTicket
> ReplyToTicket
> SeeQueue
> ShowACL
> ShowOutgoingEmail
> ShowTicket
> ShowTicketComments
> StealTicket
> TakeTicket
> Watch
>
> Mike has:
> CommentOnTicket
> CreateTicket
> ModifyTicket
> OwnTicket
> ReplyToTicket
> SeeQueue
> ShowOutgoingEmail
> ShowTicket
> ShowTicketComments
> StealTicket
> TakeTicket
>
> Okay so in the RT_SiteConfig.pm I have set:
>
> Set($NotifyActor, 1);
>
> Now when someone sends a ticket mike can take ownership of the 
> ticket.  Next when Jason steals the ticket from Mike we do not get an 
> e-mail of the ticket stolen.  In the syslogs it says:
>
> Mar 24 10:47:28 admin RT: 
> <rt-3.4.1-2886-28802-3.19.7923242290376 at stabletransit.com 
> <mailto:rt-3.4.1-2886-28802-3.19.7923242290376 at stabletransit.com>> 
> #2886/28802 - Scrip 3  
> (/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:235) 
> Mar 24 10:47:28 admin RT: 
> <rt-3.4.1-2886-28802-3.19.7923242290376 at stabletransit.com 
> <mailto:rt-3.4.1-2886-28802-3.19.7923242290376 at stabletransit.com>> No 
> recipients found. Not sending.  
> (/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:247) 
> Mar 24 10:47:28 admin RT: 
> <rt-3.4.1-2886-28802-4.9.29499784638189 at stabletransit.com 
> <mailto:rt-3.4.1-2886-28802-4.9.29499784638189 at stabletransit.com>> 
> #2886/28802 - Scrip 4  
> (/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:235) 
> Mar 24 10:47:28 admin RT: 
> <rt-3.4.1-2886-28802-4.9.29499784638189 at stabletransit.com 
> <mailto:rt-3.4.1-2886-28802-4.9.29499784638189 at stabletransit.com>> No 
> recipients found. Not sending.  
> (/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:247) 
> Mar 24 10:47:28 admin RT: 
> <rt-3.4.1-2886-28802-16.5.24126773829749 at stabletransit.com 
> <mailto:rt-3.4.1-2886-28802-16.5.24126773829749 at stabletransit.com>> 
> #2886/28802 - Scrip 16 On Create Notify Owner 
> (/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:235) 
> Mar 24 10:47:28 admin RT: 
> <rt-3.4.1-2886-28802-16.5.24126773829749 at stabletransit.com 
> <mailto:rt-3.4.1-2886-28802-16.5.24126773829749 at stabletransit.com>> No 
> recipients found. Not sending.  
> (/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:247) 
>
>
>
>
> I am using RT 3.4.1-2 which is the debian packages for Sarge 3.1.  
> Anyone have any ideas why its not working?  I have racked my brain for 
> the last 2 weeks.  Hopefully i provided enough information.
>
> -jason
>
>
>
> On Mar 8, 2006, at 11:38 PM, Jason B. wrote:
>
>> Ken & others,
>>
>> After going home and troubleshooting this more and looking at the 
>> archive postings I noticed that some people got it working by 
>> changing the Template to the following:
>>
>> To: {my $old_owner = RT::User->new($RT::System);
>> $old_owner->Load($Transaction->OldValue);
>> $old_owner->EmailAddress()}
>> Subject: Ticket #{$Ticket->Id()} taken by {$Ticket->OwnerObj->Name()}
>>
>> A ticket you owned:
>>
>> "{$Ticket->Subject()}"
>>
>> has been taken by {$Ticket->OwnerObj->Name()}
>>
>> {$RT::WebURL}Ticket/Display.html?id={$Ticket->Id()}
>>
>> Basically changing the $RT::System part.  It worked for others though 
>> its not working for me.  I do see that my Everyone Group does 
>> have ShowOutgoingMail along with Every group that I have created that 
>> has the ShowOutgoingMail.  I noticed the following in the 
>> /var/log/messages
>>
>> Mar  8 23:30:31 admin RT: Successful login for jbartels from 
>> 24.26.232.60 (/usr/share/request-tracker3.4/html/autohandler:197) 
>> Mar  8 23:30:48 admin RT: 
>> <rt-3.4.1-2188-21627-2.19.1568452421506 at something.com 
>> <mailto:rt-3.4.1-2188-21627-2.19.1568452421506 at something.com>> 
>> #2188/21627 - Scrip 2  
>> (/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:235) 
>> Mar  8 23:30:48 admin RT: 
>> <rt-3.4.1-2188-21627-2.19.1568452421506 at something.com 
>> <mailto:rt-3.4.1-2188-21627-2.19.1568452421506 at something.com>.> No 
>> recipients found. Not sending.  
>> (/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:247) 
>> Mar  8 23:30:48 admin RT: 
>> <rt-3.4.1-2188-21627-15.13.6658577819274 at something.com 
>> <mailto:rt-3.4.1-2188-21627-15.13.6658577819274 at something.com>> 
>> #2188/21627 - Scrip 15 Ticket Stolen 
>> (/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:235) 
>> Mar  8 23:30:48 admin RT: 
>> <rt-3.4.1-2188-21627-15.13.6658577819274 at something.com 
>> <mailto:rt-3.4.1-2188-21627-15.13.6658577819274 at something.com>> No 
>> recipients found. Not sending.  
>> (/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:247)
>>
>> Okay so when I test it by pressing the Steal ticket it only works if 
>> the root user has the ticket (just did it for testing) but if I use a 
>> real user say jbartels and have jtest user steal it I do not receive 
>> an e-mail and it shows that error message in the log file.
>>
>> I want the e-mail sent to the user that use to have the ticket before 
>> it was stolen.  So it would go to jbartels if the jtest user stole 
>> it.  Not sure where I went wrong.  I also searched the archives and 
>> it said to try using the 
>>
>> Set($NotifyActor, 0);
>>
>> Which doesn't help anything.
>>
>> Any thoughts?
>>
>> -jason
>>
>>
>>
>> On Mar 8, 2006, at 6:49 PM, Ken Crocker wrote:
>>
>>> JAson, to whom did you want the e_mail to go to and did you give 
>>> that role (like requestor) or group the "SeeOutgoingMail" 
>>> priviledge? If not, then you can have a hundred scrips that will go 
>>> nowhere if no one has the priviledge of seeing outgoing mail.
>>>
>>> Kenn
>>>
>------------------------------------------------------------------------
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>Buy a copy at http://rtbook.bestpractical.com
>
>
>We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>
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From ahlincoln at lbl.gov  Fri Mar 24 14:21:46 2006
From: ahlincoln at lbl.gov (Anthony Lincoln)
Date: Fri, 24 Mar 2006 11:21:46 -0800
Subject: [rt-users] Self user creation
In-Reply-To: <1143135469.14015.25.camel@zodiac.pdi.com>
References: <20060319165530.22F514D80CD@diesel.bestpractical.com>
	<441EE317.4060904@lbl.gov> <441EEC97.7050203@rice.edu>
	<44204B23.7080406@lbl.gov>
	<1142971502.30421.69.camel@zodiac.pdi.com>
	<44217918.2050100@lbl.gov>
	<1143135469.14015.25.camel@zodiac.pdi.com>
Message-ID: <442446CA.2030903@lbl.gov>

Jim Meyer wrote:
> Hello!
> 
> On Wed, 2006-03-22 at 08:19 -0800, Anthony Lincoln wrote:
> 
>>I might be.  It would be great to synch back up with the branch when 3.6 
>>comes out, without having to integrate all my custom code again.  The 
>>new functionality you described, plus TLS sessions that required 
>>specific server certs (to prevent man-in-middle exploits), should work 
>>in my environment.  A logging option that sends back actual LDAP error 
>>strings (ldap_error_text) would be nice to have for troubleshooting. 
>>I'd be happy to contribute code review/diffs to help make this happen.
> 
> 
> I'm not sure about requiring specific certs; we don't do/need TLS here,
> so I've largely just polished the previous implementations of that. I'd
> love a more in depth explanation ... or a code contrib. =]

Basically, if you invoke start_tls with no args, you're encrypting a 
session between yourself and another host without any verification, 
which opens the door to host spoofing and man-in-the-middle attacks. 
The following code snippet checks that the certificate you receive from 
the destination host is one that you trust.  That's where the certfile 
from your trusted CA comes in.

$ diff Ldap_Overlay.pm Ldap_Overlay.pm.new
77a78
 >     $config{'AuthCAFile'}     = $RT::LdapCAFile     || 
$RT::LdapAuthCAFile;
92a94
 >     $config{'InfoCAFile'}     = $RT::LdapCAFile     || 
$RT::LdapInfoCAFile;
126a129
 >     my $ldap_cafile     = $ldap_config{'AuthCAFile'};
138c141,144
<         $ldap->start_tls;
---
 >         $ldap->start_tls(
 >                        verify => 'require',
 >                        cafile => $ldap_cafile
 >                        );
434a441
 >     my $ldap_cafile     = $ldap_config{'InfoCAFile'};
459c466,469
<         $ldap->start_tls;
---
 >         $ldap->start_tls(
 >                        verify => 'require',
 >                        cafile => $ldap_cafile
 >                        );


> The implementation does, however, uniformly provide ldap_error_name
> information; the code looks like this:
> 
>     $RT::Logger->info((caller(0))[3], "AUTH FAILED", $self->Name, 
>                       "(can't bind:", ldap_error_name($msg->code), 
>                       $msg->code, ")");

I was talking about ldap_error_text, which references the longer and 
more intuitive error string associated with a given LDAP errcode.  But 
this is fine.  Great to have this component actively managed by someone!

Let me know if you have any questions/comments on any of the above...

Thanks,

Tony


From ericgorr at gmail.com  Fri Mar 24 14:30:05 2006
From: ericgorr at gmail.com (Eric Gorr)
Date: Fri, 24 Mar 2006 14:30:05 -0500
Subject: [rt-users] re: RTFM - make initdb not using the rt_user password
Message-ID: <7d1707600603241130n1f15015at2de2d45d7cd961e9@mail.gmail.com>

Well, I was able to get make initdb to do it's thing by using mysql to
temporarily set the password of rt_user to nothing.

However, I am still having some trouble with RTFM and I believe it is
still related to this password issue.

In Configuration, I defined a custom field for RTFM Articles.

When I go to:

http://10.57.1.236/Admin/Global/CustomFields/RTFM-Class-RTFM-Article.html

I see:

-----
Selected Custom Fields
(None)
Unselected Custom Fields
	 extra info
just some extra info
-----

I check the box next to 'extra info' and press the submit button.
However, I get:

-----
X  Results	
Permission Denied
-----

Any hints on how to get this up and running?


From ericgorr at gmail.com  Fri Mar 24 15:47:51 2006
From: ericgorr at gmail.com (Eric Gorr)
Date: Fri, 24 Mar 2006 15:47:51 -0500
Subject: [rt-users] re: RTFM - make initdb not using the rt_user password
Message-ID: <7d1707600603241247m263550afy9f97410973c60818@mail.gmail.com>

Should have mentioned this before.
I am using RT 3.4.5 and RTFM 2.2.0RC2.
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From ericgorr at gmail.com  Fri Mar 24 13:55:53 2006
From: ericgorr at gmail.com (Eric Gorr)
Date: Fri, 24 Mar 2006 13:55:53 -0500
Subject: [rt-users] RTFM - make initdb not using the rt_user password
Message-ID: <7d1707600603241055n40b2ce86r3121978057fac771@mail.gmail.com>

I've got RT installed and can log in as the rt 'root' user, but I am
having trouble installing RTFM. I get to the point of make initdb and
get the following output:

~/Desktop/RTFM-2.2.0RC2 $make initdb
/opt/local/bin/perl -Ilib -I/opt/rt3/lib
/opt/rt3/sbin/rt-setup-database --action schema --datadir etc
--datafile etc/initialdata --dba rt_user
"my" variable $id masks earlier declaration in same scope at
/opt/rt3/lib/RT/CustomField_Overlay.pm line 879.
"my" variable $id masks earlier declaration in same scope at
/opt/rt3/lib/RT/CustomField_Overlay.pm line 914.
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


Now, the obvious problem is that rt_user has a password assigned to
it, but the make initdb for RTFM is not attempting to use one and I am
uncertain how to tell it to do so.

Any hints?

Thank you.


From lvanderf at internode.com.au  Fri Mar 24 19:40:03 2006
From: lvanderf at internode.com.au (Luke Vanderfluit)
Date: Sat, 25 Mar 2006 11:10:03 +1030
Subject: [rt-users] DBD::mysql::st execute failed: MySQL server has gone away
Message-ID: <44249163.4050404@internode.com.au>

Hi.

I'm getting the following error running apache2 with modperl, mysql 
4.1.18 and RT 3.4.5
*error:*  	DBD::mysql::st execute failed: MySQL server has gone away at 
/usr/local/stow/perl-5.8.7/lib/site_perl/5.8.7/Apache/Session/Lock/MySQL.pm 
line 70.
*context:*  	
*...*  	
*66:*  	if ($self->{lock}) {
*67:*  	local $self->{dbh}->{RaiseError} = 1;
*68:*  	
*69:*  	my $sth = $self->{dbh}->prepare_cached(q{SELECT 
RELEASE_LOCK(?)}, {}, 1);
*70:*  	$sth->execute($self->{lockid});
*71:*  	
*72:*  	$self->{lock} = 0;
*73:*  	}
*74:*  	}
*...*  	

*code stack:*  
/usr/local/stow/perl-5.8.7/lib/site_perl/5.8.7/Apache/Session/Lock/MySQL.pm:70
/usr/local/stow/perl-5.8.7/lib/site_perl/5.8.7/Apache/Session/Lock/MySQL.pm:81
/usr/local/stow/perl-5.8.7/lib/site_perl/5.8.7/Apache/Session/Lock/MySQL.pm:87
/usr/local/stow/perl-5.8.7/lib/site_perl/5.8.7/HTML/Mason/Request.pm:1249


If anyone can help, I'd appreciate it.
Kind regards.

-- 
Luke

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From lvanderf at internode.com.au  Fri Mar 24 20:05:07 2006
From: lvanderf at internode.com.au (Luke Vanderfluit)
Date: Sat, 25 Mar 2006 11:35:07 +1030
Subject: [rt-users] DBD::mysql::st execute failed: MySQL server has gone away
Message-ID: <44249743.1030702@internode.com.au>

Hi.

I'm getting the following error running apache2 with modperl, mysql 
4.1.18 and RT 3.4.5
*error:*  	DBD::mysql::st execute failed: MySQL server has gone away at 
/usr/local/stow/perl-5.8.7/lib/site_perl/5.8.7/Apache/Session/Lock/MySQL.pm 
line 70.
*context:*  	
*...*  	
*66:*  	if ($self->{lock}) {
*67:*  	local $self->{dbh}->{RaiseError} = 1;
*68:*  	
*69:*  	my $sth = $self->{dbh}->prepare_cached(q{SELECT 
RELEASE_LOCK(?)}, {}, 1);
*70:*  	$sth->execute($self->{lockid});
*71:*  	
*72:*  	$self->{lock} = 0;
*73:*  	}
*74:*  	}
*...*  	

*code stack:*  
/usr/local/stow/perl-5.8.7/lib/site_perl/5.8.7/Apache/Session/Lock/MySQL.pm:70
/usr/local/stow/perl-5.8.7/lib/site_perl/5.8.7/Apache/Session/Lock/MySQL.pm:81
/usr/local/stow/perl-5.8.7/lib/site_perl/5.8.7/Apache/Session/Lock/MySQL.pm:87
/usr/local/stow/perl-5.8.7/lib/site_perl/5.8.7/HTML/Mason/Request.pm:1249


If anyone can help, I'd appreciate it.
Kind regards.

-- 
Luke

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From rtb0y at yahoo.com  Sat Mar 25 00:41:14 2006
From: rtb0y at yahoo.com (jay alvarez)
Date: Fri, 24 Mar 2006 21:41:14 -0800 (PST)
Subject: [rt-users] Re: ticket email reply question - FOLLOWUP (LDAP
	involved)
In-Reply-To: <589c94400603231842t1090d753h29fd07c7ab86f9fc@mail.gmail.com>
Message-ID: <20060325054114.67834.qmail@web38009.mail.mud.yahoo.com>

Hi,

Ruslan Zakirov <ruslan.zakirov at gmail.com> wrote: On 3/23/06, Bill Gurley  wrote:

> Here is the problem that I am concerned about:  Suppose user Joe Blow is
> in LDAP and is a valid RT user with the email address
> blow at host.server.domain.com.  But that person also has a corporate email
> alias joe_blow at domain.com.  If Joe receives an email from the RT system
> and then chooses to Reply to it, the RT system will bounce the message
> unless he is using the correct From address of blow at server.domain.com.
> If he uses the shorter alias as his From address, it will bounce.  In
> this case, it is not desirable (is it?) to autocreate a different user,
> since Joe Blow is already a valid user with one of these email
> addresses.  In other words, even if the autocreate was working, I
> wouldn't want to duplicate this person in RT.
>
> Comments?
Here's my situation. I don't know it this relates to you..
 We have a qmail-ldap setup with users having email addresses in user at anotherdomain.com... Now the users of RT has a corporate email addresses in the format user at corporate.com as well as that of user at anotherdomain.com
 
 So in RT_SiteConfig.pm I just set the LDAPAttrMap into
 'EmailAddress' => 'mailAlternateAddress', 
 
 In ldap, users have:
 mail: user at anotherdomain.com
 mailAlternateAddress: user at corporate.com
 
 
 Now user's will not have problems sending or creating tickets using their @corporate.com addresses since this is the mail address recognized by RT.
 
 
 Good luck!
 -jay
 
 
 
 
 
 

		
---------------------------------
Yahoo! Messenger with Voice. Make PC-to-Phone Calls to the US (and 30+ countries) for 2?/min or less.
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From azfarhusain at yahoo.com  Sat Mar 25 05:13:42 2006
From: azfarhusain at yahoo.com (Its Azfar)
Date: Sat, 25 Mar 2006 02:13:42 -0800 (PST)
Subject: [rt-users] Apache2.pm mising.
Message-ID: <20060325101342.72483.qmail@web36907.mail.mud.yahoo.com>

I am installing rt 3.5.5 on fedora core4. Every thing
is installed successfuly except mail functions(leave
it alone yet). currently I am getting following error
"Can't locate Apache2.pm in @INC" in my apache error
log file. I have apache2 and mod_perl2 installed
already.

Secondly I am running my mail server on another
machine and i dont want to install another mail server
for rt. can I integrate my existing mail server
(qmail)into rt.

Need you help. 
thnks.

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


From dave at evolvetech.com  Sat Mar 25 16:41:42 2006
From: dave at evolvetech.com (Dave Sobel)
Date: Sat, 25 Mar 2006 16:41:42 -0500
Subject: [rt-users] Converter issue on convert from RT2 to RT3, expanded
In-Reply-To: <589c94400603220643t29c05fcmf154f93796a623e1@mail.gmail.com>
References: <E8CB4D2D-859A-4DB5-B3BF-4609A67FF78B@evolvetech.com>
	<589c94400603220643t29c05fcmf154f93796a623e1@mail.gmail.com>
Message-ID: <A61A2C95-DB9A-4621-9288-838803F6DFCF@evolvetech.com>

That was the actual error.  Discovered that the problem was that the  
script was pointing to the wrong location.

What is the maximum size people have used with the exporter?  We have  
some 80000 tickets (spam has been a problem), and we're seeing a  
very, very slow conversion.

Dave

On Mar 22, 2006, at 9:43 AM, Ruslan Zakirov wrote:

> On 3/22/06, Dave Sobel <dave at evolvetech.com> wrote:
>> {First off, I apologize for the dupe -- the first message got
>> attached to another thread, and I never even saw it on the list}
>>
>> I'm working with the converter tool to migrate my database from RT2
>> to RT3.  We're finally getting off our old RT2 system, and trying to
>> get things rolling on RT3.
>>
>> The two machines are actually two different systems.  I assume this
>> shouldn't be a problem, as I just run the RT2-to-dumpfile on the old
>> machine, and the dumpfile-to-RT3 on the new one.
>>
>> Using the instructions in the README, I have the rt2-to-dumpfile
>> piece setup.  It starts to run, but I get this:
>>
>> Can't write to '!!RT_LOG_PATH!!/rt.log.4925.0': No such file or
>> directory at /usr/share/perl5/Log/Dispatch/File.pm line 69.
>>
>> Questions:
>>
>> 1. The fact that the data lives on two different machines shouldn't
>> be a problem, right?  Just want to confirm this assumption, and
>> verify it's not the cause of my current (or future) woes.
> AFAIK it's not a problem. dump on old machine and import on new.
>
>>
>> 2. What's causing the error I'm seeing, and how do I diagnose?
>> Nothing I do seems to reveal what is going on here.    Where should I
>> be looking for diagnostic data?  Any ideas what's causing this?
> Is that copy of error? or you substituted that "!!RT_LOG_PATH!!"? I
> think script or RT tries to create log file and write somethings, but
> couldn't do that because of permissions or may be base dir doesn't
> exists. I don't know how logging is implemented in RT-2.0
>
>>
>> Thanks!
>>
>> 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
>>
>
>
> --
> Best regards, Ruslan.



From jmlambert at axalto.com  Sat Mar 25 17:39:19 2006
From: jmlambert at axalto.com (Jean Marc Lambert)
Date: Sat, 25 Mar 2006 23:39:19 +0100
Subject: [rt-users] Issue on rights for Custom fields
Message-ID: <001601c6505c$f515d5a0$6400a8c0@axalto.com>

I had a look at the database (oracle in my case)
I found strange rights like that :
RIGHTNAME

AdminCustomField
AdminCustomFields
AssignCustomFields
ModifyCustomField
SeeCustomField
ShowCustomField

There is some instance of AdminCustomField (without s) that seems strange ?
Also I would like to understand what is the difference between
ModifyCustomField and AssignCustomFields
Thanks for your quick feedback
Do I need to replace some of them by a global replace ? in Database ?
Jean Marc


Jean-Marc Lambert
EMEA MIS/IT Operations Manager
Axalto
6, rue de la Verrerie
92 Meudon
Tel : +3315501 5484 (Meudon Office 15Apr06) 
???????+33611765664? (GSM)
?




From dave.wells at foreshore.net  Mon Mar 27 03:29:01 2006
From: dave.wells at foreshore.net (Dave Wells)
Date: Mon, 27 Mar 2006 09:29:01 +0100
Subject: [rt-users] Having problems with ReplyToResolved Condition and
	ForkIntoNewTicket Action 
Message-ID: <3E88364AF578694C9BBFE357115E2EDE01F05B40@jsy-qr-is.is.foreshore.net>

> Hi,
> 
> I am trying to implement the Custom Condition:
> http://wiki.bestpractical.com/index.cgi?ReplyToResolved and the Custom
> Action: http://wiki.bestpractical.com/index.cgi?ForkIntoNewTicket
> 
> However I am getting the following error:
> 
> [Fri Mar 17 14:18:43 2006] [error]: Scrip IsApplicable 177 died. -
> Require of RT::Condition::ReplyToResolvedTicket failed.
> Can't locate RT/Condition/ReplyToResolvedTicket_Vendor.pm in @INC
> (@INC contains: /usr/local/rt3/local/lib /usr/local/rt3/lib
> /usr/local/lib/perl5/5.8.7/i686-linux /usr/local/lib/perl5/5.8.7
> /usr/local/lib/perl5/site_perl/5.8.7/i686-linux
> /usr/local/lib/perl5/site_perl/5.8.7 /usr/local/lib/perl5/site_perl .
> /usr/local/apache/ /usr/local/apache/lib/perl) at (eval 306) line 3.
> 
> Stack:
>   [(eval 306):3]
>   [/usr/local/rt3/lib/RT/Scrip_Overlay.pm:433]
>   [/usr/local/rt3/lib/RT/Scrips_Overlay.pm:229]
>   [/usr/local/rt3/lib/RT/Transaction_Overlay.pm:162]
>   [/usr/local/rt3/lib/RT/Record.pm:1431]
>   [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:720]
>   [/usr/local/rt3/lib/RT/Interface/Email.pm:751]
>   [/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:58]
> Compilation failed in require at (eval 302) line 3.
> 
> Stack:
>   [(eval 302):3]
>   [/usr/local/rt3/lib/RT/Scrip_Overlay.pm:433]
>   [/usr/local/rt3/lib/RT/Scrips_Overlay.pm:229]
>   [/usr/local/rt3/lib/RT/Transaction_Overlay.pm:162]
>   [/usr/local/rt3/lib/RT/Record.pm:1431]
>   [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:720]
>   [/usr/local/rt3/lib/RT/Interface/Email.pm:751]
>   [/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:58]
> 
> 
> Stack:
>   [/usr/local/rt3/lib/RT/ScripCondition_Overlay.pm:179]
>   [/usr/local/rt3/lib/RT/Scrip_Overlay.pm:433]
>   [/usr/local/rt3/lib/RT/Scrips_Overlay.pm:229]
>   [/usr/local/rt3/lib/RT/Transaction_Overlay.pm:162]
>   [/usr/local/rt3/lib/RT/Record.pm:1431]
>   [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:720]
>   [/usr/local/rt3/lib/RT/Interface/Email.pm:751]
>   [/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:58]
>  (/usr/local/rt3/lib/RT/Scrip_Overlay.pm:447)
> 
> Now I have tried to uncomment the last 4 lines of the
> ReplyToResolved.pm where it calls the
> RT/Condition/ReplyToResolvedTicket_Vendor.pm  and
> RT/Condition/ReplyToResolvedTicket_local.pm  now I know these are used
> for vendor and local overrides but not sure what to do to fix this.
> 
> Also when I uncomment the 4 lines above it gets passed the die error
> however the following error occurs:
> 
> [Fri Mar 17 14:11:05 2006] [error]: Scrip IsApplicable 177 died. -
> Can't locate object method "new" via package
> "RT::Condition::ReplyToResolvedTicket" at
> /usr/local/rt3/lib/RT/ScripCondition_Overlay.pm line 181.
> 
> Stack:
>   [/usr/local/rt3/lib/RT/ScripCondition_Overlay.pm:181]
>   [/usr/local/rt3/lib/RT/Scrip_Overlay.pm:433]
>   [/usr/local/rt3/lib/RT/Scrips_Overlay.pm:229]
>   [/usr/local/rt3/lib/RT/Transaction_Overlay.pm:162]
>   [/usr/local/rt3/lib/RT/Record.pm:1431]
>   [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:3490]
>   [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:3221]
>   [/usr/local/rt3/lib/RT/Record.pm:921]
>   [/usr/local/rt3/lib/RT/Interface/Web.pm:966]
>   [/usr/local/rt3/lib/RT/Interface/Web.pm:1080]
>   [/usr/local/rt3/share/html/Ticket/Modify.html:70]
>   [/usr/local/rt3/share/html/autohandler:215]
>  (/usr/local/rt3/lib/RT/Scrip_Overlay.pm:447)
> 
> I have copied the following files into the local directory but this
> does not seem to make any difference:
> 
> $cp $RT/lib/RT/base.pm $RT/local/lib/RT 
> $cp $RT/lib/RT/Condition/Generic.pm $RT/local/lib/RT/Condition 
> Any help would be greatly appreciated.
> 
> Regards
> 
Dax

______________________________________________________________________
This email has been scanned by the MessageLabs Email Security System.
For more information please visit http://www.messagelabs.com/email 
______________________________________________________________________
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From azfarhusain at yahoo.com  Mon Mar 27 05:13:54 2006
From: azfarhusain at yahoo.com (Its Azfar)
Date: Mon, 27 Mar 2006 02:13:54 -0800 (PST)
Subject: [rt-users] Apache2.pm mising.
In-Reply-To: <20060325101342.72483.qmail@web36907.mail.mud.yahoo.com>
Message-ID: <20060327101354.62708.qmail@web36906.mail.mud.yahoo.com>

Anyone please...

--- Its Azfar <azfarhusain at yahoo.com> wrote:

> I am installing rt 3.5.5 on fedora core4. Every
> thing
> is installed successfuly except mail functions(leave
> it alone yet). currently I am getting following
> error
> "Can't locate Apache2.pm in @INC" in my apache error
> log file. I have apache2 and mod_perl2 installed
> already.
> 
> Secondly I am running my mail server on another
> machine and i dont want to install another mail
> server
> for rt. can I integrate my existing mail server
> (qmail)into rt.
> 
> Need you help. 
> thnks.
> 
> __________________________________________________
> 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 ruslan.zakirov at gmail.com  Mon Mar 27 05:28:26 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Mon, 27 Mar 2006 14:28:26 +0400
Subject: [rt-users] Apache2.pm mising.
In-Reply-To: <20060325101342.72483.qmail@web36907.mail.mud.yahoo.com>
References: <20060325101342.72483.qmail@web36907.mail.mud.yahoo.com>
Message-ID: <589c94400603270228x7dab448dk5eb29f6fe9f3998a@mail.gmail.com>

On 3/25/06, Its Azfar <azfarhusain at yahoo.com> wrote:
> I am installing rt 3.5.5 on fedora core4. Every thing
> is installed successfuly except mail functions(leave
> it alone yet). currently I am getting following error
> "Can't locate Apache2.pm in @INC" in my apache error
> log file. I have apache2 and mod_perl2 installed
> already.
Please show your httpd.conf

>
> Secondly I am running my mail server on another
> machine and i dont want to install another mail server
> for rt. can I integrate my existing mail server
> (qmail)into rt.
yep, rt-mailgate script talk with web server. this script requires
several perl modules, you can grab list from 'rt-test-dependencies'
script. For 3.5 it's
HTML::TreeBuilder
HTML::FormatText
Getopt::Long
LWP::UserAgent
but anyway check in the script in your installation.

>
> Need you help.
> thnks.
>


--
Best regards, Ruslan.

From jesse at bestpractical.com  Mon Mar 27 08:38:44 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 27 Mar 2006 08:38:44 -0500
Subject: [rt-users] Converter issue on convert from RT2 to RT3, expanded
In-Reply-To: <A61A2C95-DB9A-4621-9288-838803F6DFCF@evolvetech.com>
References: <E8CB4D2D-859A-4DB5-B3BF-4609A67FF78B@evolvetech.com>
	<589c94400603220643t29c05fcmf154f93796a623e1@mail.gmail.com>
	<A61A2C95-DB9A-4621-9288-838803F6DFCF@evolvetech.com>
Message-ID: <20060327133844.GT4283@bestpractical.com>


On Sat, Mar 25, 2006 at 04:41:42PM -0500, Dave Sobel wrote:
> That was the actual error.  Discovered that the problem was that the  
> script was pointing to the wrong location.
> 
> What is the maximum size people have used with the exporter?  We have  
> some 80000 tickets (spam has been a problem), and we're seeing a  
> very, very slow conversion.

I've done a 400,000 ticket conversion in about 36 hours. It would have
been about 24 if I'd been monitoring the import and seen that an
additional index on cachedgroupmembers was needed for the queries done
by the migration tool.
> 


From chad.osmond at holburn.com  Mon Mar 27 09:16:22 2006
From: chad.osmond at holburn.com (Chad Osmond)
Date: Mon, 27 Mar 2006 09:16:22 -0500
Subject: [rt-users] Apache2.pm mising.
Message-ID: <BF7E41CB8B19234CA7F24C2D798EE594EDB9D8@holburn97.holburn1000>

This is common on FC4.. There is more info in the archives.

Create a symbolic Link between Apache.pm which exists and Apache2.pm
which does not exist. This will satisfy the requirements.
You will have to do this for around 5 files I belive.. Just keep
creating the links in a path folder and it will work.

Chad. 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Its Azfar
Sent: March 27, 2006 5:14 AM
To: Its Azfar; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Apache2.pm mising.

Anyone please...

--- Its Azfar <azfarhusain at yahoo.com> wrote:

> I am installing rt 3.5.5 on fedora core4. Every thing is installed 
> successfuly except mail functions(leave it alone yet). currently I am 
> getting following error "Can't locate Apache2.pm in @INC" in my apache

> error log file. I have apache2 and mod_perl2 installed already.
> 
> Secondly I am running my mail server on another machine and i dont 
> want to install another mail server for rt. can I integrate my 
> existing mail server (qmail)into rt.
> 
> Need you help. 
> thnks.
> 
> __________________________________________________
> 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 _______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com Commercial support:
sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly 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 ali.bouirmane at marocconnect.com  Mon Mar 27 10:50:27 2006
From: ali.bouirmane at marocconnect.com (Mohamed Ali Bouirmane)
Date: Mon, 27 Mar 2006 15:50:27 -0000
Subject: [rt-users] problems with RT CLI
Message-ID: <200603271550.k2RFoXx24932@marocconnect.com>

Hi all,

I have a problem with the RT CLI, when I try to execute the following
command :

 

 /opt/rt3/bin/rt list "status='new'"

 

I type the root password then I get this error message :

 

Use of uninitialized value in pattern match (m//) at /opt/rt3/bin/rt line
808, <STDIN> line 1.

rt: Malformed RT response from  <http://localhost/rt/> http://localhost/rt/.

(Rerun with RTDEBUG=3 for details.)

 

 

 

Thanks for your help.

 

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From ali.bouirmane at marocconnect.com  Mon Mar 27 10:51:17 2006
From: ali.bouirmane at marocconnect.com (Mohamed Ali Bouirmane)
Date: Mon, 27 Mar 2006 15:51:17 -0000
Subject: [rt-users] Web services with RT
Message-ID: <200603271551.k2RFpMx25378@marocconnect.com>

Hi all,

Is it possible to call RT functions from PHP (or other languages) ?

for example, for creating a ticket, listing tickets in a given queue, adding
comment ... etc ,all through a web page developped in php.

Is there any possibility to install a Web Service for RT (via SOAP or WSDL)
?

there must be a "clean" way to modify data in the RT database without
accessing it directly from php.

 

Thanks for your help

 

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From ruslan.zakirov at gmail.com  Mon Mar 27 10:53:27 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Mon, 27 Mar 2006 19:53:27 +0400
Subject: [rt-users] Apache2.pm mising.
In-Reply-To: <BF7E41CB8B19234CA7F24C2D798EE594EDB9D8@holburn97.holburn1000>
References: <BF7E41CB8B19234CA7F24C2D798EE594EDB9D8@holburn97.holburn1000>
Message-ID: <589c94400603270753j2077bf81w33ff103f1e622b40@mail.gmail.com>

May be symlinks could work as workaround, but my workstation has no
Apache2.pm anywhere and last time I tried mp2 configuration it worked
fine. Problem is somewhere else.

On 3/27/06, Chad Osmond <chad.osmond at holburn.com> wrote:
> This is common on FC4.. There is more info in the archives.
>
> Create a symbolic Link between Apache.pm which exists and Apache2.pm
> which does not exist. This will satisfy the requirements.
> You will have to do this for around 5 files I belive.. Just keep
> creating the links in a path folder and it will work.
>
> Chad.
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Its Azfar
> Sent: March 27, 2006 5:14 AM
> To: Its Azfar; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Apache2.pm mising.
>
> Anyone please...
>
> --- Its Azfar <azfarhusain at yahoo.com> wrote:
>
> > I am installing rt 3.5.5 on fedora core4. Every thing is installed
> > successfuly except mail functions(leave it alone yet). currently I am
> > getting following error "Can't locate Apache2.pm in @INC" in my apache
>
> > error log file. I have apache2 and mod_perl2 installed already.
> >
> > Secondly I am running my mail server on another machine and i dont
> > want to install another mail server for rt. can I integrate my
> > existing mail server (qmail)into rt.
> >
> > Need you help.
> > thnks.
> >


--
Best regards, Ruslan.

From tom at redpepperracing.com  Mon Mar 27 10:33:10 2006
From: tom at redpepperracing.com (Tom Lichti)
Date: Mon, 27 Mar 2006 10:33:10 -0500
Subject: [rt-users] Converter issue on convert from RT2 to RT3, expanded
In-Reply-To: <20060327133844.GT4283@bestpractical.com>
References: <E8CB4D2D-859A-4DB5-B3BF-4609A67FF78B@evolvetech.com>	<589c94400603220643t29c05fcmf154f93796a623e1@mail.gmail.com>	<A61A2C95-DB9A-4621-9288-838803F6DFCF@evolvetech.com>
	<20060327133844.GT4283@bestpractical.com>
Message-ID: <442805B6.9080100@redpepperracing.com>

Jesse Vincent wrote:
> On Sat, Mar 25, 2006 at 04:41:42PM -0500, Dave Sobel wrote:
>   
>> That was the actual error.  Discovered that the problem was that the  
>> script was pointing to the wrong location.
>>
>> What is the maximum size people have used with the exporter?  We have  
>> some 80000 tickets (spam has been a problem), and we're seeing a  
>> very, very slow conversion.
>>     
>
> I've done a 400,000 ticket conversion in about 36 hours. It would have
> been about 24 if I'd been monitoring the import and seen that an
> additional index on cachedgroupmembers was needed for the queries done
> by the migration tool.
>   
It took me about 14 hours to do ~ 33,000 tickets on a quad P3 700 
machine with 2GB RAM.

Tom


From cto at lanusa.com  Mon Mar 27 13:27:21 2006
From: cto at lanusa.com (Michael Erana)
Date: Mon, 27 Mar 2006 13:27:21 -0500
Subject: [rt-users] Reprioritize tickets in TicketList?
Message-ID: <FF4FA4421218954E9B0ACC1D01883FFB792393@pcn-exch1.pcn.local>

I'll throw in a ditto on this idea... I use a queue to manage Executive Tasks and with the priorities changing like Vista's ship date; It would be nice to have an easy way to change them from one screen.

Michael Era?a, CISSP
CTO
PC Network, Inc.          
eranam at lanusa.com   

 

|=> -----Original Message-----
|=> From: rt-users-bounces at lists.bestpractical.com 
|=> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
|=> Of Jim Meyer
|=> Sent: Thursday, March 23, 2006 1:43 PM
|=> To: Request Tracker Users Mailing List
|=> Subject: [rt-users] Reprioritize tickets in TicketList?
|=> 
|=> Hello!
|=> 
|=> One of my users had a fantastic idea which, after a quick 
|=> search of the wiki and list archives, I don't see has ever 
|=> been suggested.
|=> 
|=> Wouldn't it be nice to be able to quickly reprioritize 
|=> tickets in a TicketList (e.g. on the At A Glance page, in 
|=> Search Results, etc.) in the same fashion you can change 
|=> the sort order of values in a CustomField? Look at 
|=> Configuration->CustomFields and pick your favorite 
|=> enumerated field to see what I mean.
|=> 
|=> This would mean that, if you've got ModifyTicket rights to 
|=> a given ticket, the priority is presented as a text field 
|=> for you to alter and there's a button to that stores them 
|=> all. That's gross oversimplification, but I didn't want to 
|=> write the code in this email.
|=> 
|=> Anyone done something like this? I'm not going to be able 
|=> to get to it for a long time -- if ever -- so I'm hoping 
|=> this inspires someone. =]
|=> 
|=> Thanks!
|=> 
|=> --j
|=> -- 
|=> Jim Meyer, Geek at Large                                    
|=> purp at acm.org
|=> 
|=> _______________________________________________
|=> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
|=> 
|=> Community help: http://wiki.bestpractical.com Commercial 
|=> support: sales at bestpractical.com
|=> 
|=> 
|=> Discover RT's hidden secrets with RT Essentials from 
|=> O'Reilly Media. 
|=> Buy a copy at http://rtbook.bestpractical.com
|=> 
|=> 
|=> We're hiring! Come hack Perl for Best Practical: 
|=> http://bestpractical.com/about/jobs.html
|=> 


From cto at lanusa.com  Mon Mar 27 13:29:06 2006
From: cto at lanusa.com (Michael Erana)
Date: Mon, 27 Mar 2006 13:29:06 -0500
Subject: [rt-users] Web services with RT
Message-ID: <FF4FA4421218954E9B0ACC1D01883FFB792395@pcn-exch1.pcn.local>

I was just mentioning this to my Dev... I know that PHP5 supposedly has a way to encapsulate perl objects and reference them. I've not dug into this possibility yet...
 

Michael Era?a, CISSP
CTO
PC Network, Inc.          
eranam at lanusa.com   

 


________________________________

	From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mohamed Ali Bouirmane
	Sent: Monday, March 27, 2006 10:51 AM
	To: rt-users at lists.bestpractical.com
	Subject: [rt-users] Web services with RT
	
	

	Hi all,

	Is it possible to call RT functions from PHP (or other languages) ?

	for example, for creating a ticket, listing tickets in a given queue, adding comment ... etc ,all through a web page developped in php.

	Is there any possibility to install a Web Service for RT (via SOAP or WSDL) ?

	there must be a "clean" way to modify data in the RT database without accessing it directly from php.

	 

	Thanks for your help

	 

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From marchenko at gmail.com  Mon Mar 27 13:24:47 2006
From: marchenko at gmail.com (Vlad)
Date: Mon, 27 Mar 2006 12:24:47 -0600
Subject: [rt-users] required permission to see stuff in "10 newest unowned
	tickets" area
Message-ID: <cd70c6810603271024gbd0bd2dx524f3941869f986d@mail.gmail.com>

Hi,

I use 3.4.5 RT and I'm having hard time figuring out how to let user
see unowned tickets from the queues he has access to in "10 newest
unowned tickets" area.

He has all but admin* rights assigned to him for specific queues and
if he clicks on a queue name in "Quick search" section, he sees and
can take/delete unowned tickets from the search results page. However
it won't show him unowned tickets on the home page, until I grant him
"show ticket" rights globaly. Am I missing something or is it the way
it's suppose to be "by design"?

thanks

--

Vlad


From dshannon at techfluent.com  Mon Mar 27 13:58:55 2006
From: dshannon at techfluent.com (Duncan Shannon)
Date: Mon, 27 Mar 2006 12:58:55 -0600
Subject: [rt-users] Reprioritize tickets in TicketList?
Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB4516EDD1@TF-FS2.internal.techfluent.com>

> I'll throw in a ditto on this idea... I use a queue to manage
Executive
> Tasks and with the priorities changing like Vista's ship date; It
would be
> nice to have an easy way to change them from one screen.

Ditto here also.

At the two organizations Im at, we've never used the priorities because
they are too cumbersome to update/manage.  Priorities change too often,
in my experience, to have them be so time consuming to change in the way
RT is setup.

Duncan


From cto at lanusa.com  Mon Mar 27 14:04:56 2006
From: cto at lanusa.com (Michael Erana)
Date: Mon, 27 Mar 2006 14:04:56 -0500
Subject: [rt-users] Apache2.pm mising.
Message-ID: <FF4FA4421218954E9B0ACC1D01883FFB79239A@pcn-exch1.pcn.local>

The page on the Wiki that talks a bit about this is at:

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

Michael Era?a, CISSP
CTO
PC Network, Inc.          
eranam at lanusa.com   

 
|=> -----Original Message-----
|=> From: rt-users-bounces at lists.bestpractical.com
|=> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
|=> Of Its Azfar
|=> Sent: March 27, 2006 5:14 AM
|=> To: Its Azfar; rt-users at lists.bestpractical.com
|=> Subject: Re: [rt-users] Apache2.pm mising.
|=> 
|=> Anyone please...
|=> 
|=> --- Its Azfar <azfarhusain at yahoo.com> wrote:
|=> 
|=> > I am installing rt 3.5.5 on fedora core4. Every thing is 
|=> installed 
|=> > successfuly except mail functions(leave it alone yet). 
|=> currently I am 
|=> > getting following error "Can't locate Apache2.pm in @INC" 
|=> in my apache
|=> 
|=> > error log file. I have apache2 and mod_perl2 installed already.
|=> > 
|=> > Secondly I am running my mail server on another machine 
|=> and i dont 
|=> > want to install another mail server for rt. can I integrate my 
|=> > existing mail server (qmail)into rt.
|=> > 
|=> > Need you help. 
|=> > thnks.
|=> > 


From jszabo at dilligaff.rutgers.edu  Mon Mar 27 15:31:41 2006
From: jszabo at dilligaff.rutgers.edu (joe)
Date: Mon, 27 Mar 2006 15:31:41 -0500 (EST)
Subject: [rt-users] "Can't locate mod_perl2.pm in @INC", suse 9.3, rt 3.2.0
Message-ID: <Pine.LNX.4.58.0603271525130.3355@dilligaff.rutgers.edu>

That's the error message I'm getting in error_log when I try to start
apache.  Suse 9.3 has something called 'apache2-mod_perl - embedded perl
for apache'.  There doesn't seem to be a 'mod_perl2.pm' anywhere.  I'm
upgrading from rt 2.0.15, so I have to use rt 3.2.0 first, right?  Suse 
9.3 is covered in the wiki, so I'm suprised this hasn't come up.

Joe


From jmlambert at axalto.com  Mon Mar 13 12:24:31 2006
From: jmlambert at axalto.com (Jean Marc Lambert)
Date: Mon, 13 Mar 2006 18:24:31 +0100
Subject: [rt-users] RTF attachment issue
In-Reply-To: <589c94400603101655u5ba4123cg1a79444f72ea453a@mail.gmail.co m>
References: <7.0.1.0.2.20060307214109.042a1c10@axalto.com>
	<589c94400603101655u5ba4123cg1a79444f72ea453a@mail.gmail.com>
Message-ID: <7.0.1.0.2.20060313182310.043f0be0@axalto.com>

I find the following :
Emacs!


CONTENTTYPE : text/richtext
CONTENTENCODING : quoted-printable

for this document in the database. table attachments.
Jean Marc
At 01:55 11/03/2006, Ruslan Zakirov wrote:
>On 3/7/06, Jean Marc Lambert <jmlambert at axalto.com> wrote: > > 2/ I 
>also have got an issue of .RTF attachment that is displayed as a > 
>text file in the ticket.. rather than beeing just presented as a 
>link. > > Do you have an idea of the solution to that problem ? 
>Could you check value of Content-Type header field for that 
>attachment? > Jean Marc > -- Best regards, Ruslan.

Jean-Marc Lambert

EMEA IT / MIS Operations Manager

email : jmlambert at axalto.com
_______________________________________________________________
50, Av Jean Jaures,     F92542 Montrouge cedex FRANCE
_______________________________________________________________
axalto          Montrouge :+33 1 46 00 70 69    Mobile : +33 6 11 76 56 64
Soon in Meudon (April) , 6 rue de la Verrerie. Tel +33 1 55 01 54 84
__________________________________________________________
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From dave.wells at foreshore.net  Thu Mar 23 09:56:59 2006
From: dave.wells at foreshore.net (Dave Wells)
Date: Thu, 23 Mar 2006 14:56:59 -0000
Subject: [rt-users] RE: [Rt-devel] Problem with Rt-Shredder
Message-ID: <3E88364AF578694C9BBFE357115E2EDE01F05AD0@jsy-qr-is.is.foreshore.net>

Hi,

Thanks for the pointers.

RT Version: 3.4.4 
Shredder:	0.03_01

I am running this on a secondary MySQL server to test timings. The error
occurs when I run rt-shredder as below:

/usr/local/rt3/local/sbin/rtx-shredder --plugin
'Tickets=status,deleted;updated_before,2003-10-05 21:39:34;limit,10000'
--sqldump /tmp/rt3_dump.sql

Now I have tried the limit at various settings as low as 5 and up to
20000, the shredder will work for various periods of time from 30secs to
over an hour before it hits this error but it does hit it this error
more often than not and in fact the only times it doesn't is when there
is a very low limit set "i.e up to 10".

The other errors that the shredder reports around this error as below:

[root at linuxserv02 root]# date
Thu Mar 23 14:50:38 GMT 2006
[root at linuxserv02 root]# /usr/local/rt3/local/sbin/rtx-shredder --plugin
'Tickets=status,deleted;updated_before,2003-10-05 21:39:34;limit,2000'
--sqldump /tmp/rt3_dump.sql --force
SQL dump file is '/tmp/rt3_dump.sql'
[Thu Mar 23 14:52:59 2006] [crit]: RT::Ticket=HASH(0xa66112c) tried to
load a bogus ticket: 216
 (/usr/local/rt3/lib/RT/Ticket_Overlay.pm:257)
[Thu Mar 23 14:52:59 2006] [crit]: Can't locate object method "caught"
via package "RTx::Shredder::Exception::Info" at
/usr/local/rt3/local/sbin/rtx-shredder line 107.
 (/usr/local/rt3/lib/RT.pm:295)
[root at linuxserv02 root]# date
Thu Mar 23 14:53:23 GMT 2006

After the above run the /tmp/rt3_dump.sql logfile was as attached.

 <<rt3_dump.sql>> 

Regards

Dax

-----Original Message-----
From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] 
Sent: 23 March 2006 12:55
To: Dave Wells
Cc: RT users
Subject: Re: [Rt-devel] Problem with Rt-Shredder

RT version? Shredder version?
What did you do when you got this?
What other errors near that one?

This thread should be in rt-users@ and also always Cc to the author of
the extension.

On 3/23/06, Dave Wells <dave.wells at foreshore.net> wrote:
> Hi,
>
> I am using rt-shredder to thin out my RT database. However I keep 
> getting the following error:
>
> [Thu Mar 23 11:31:48 2006] [crit]: Can't locate object method "caught"
> via package "RTx::Shredder::Exception::Info"
>
> Does anyone know how to fix this?
>
> Regards
>
> Dax
>
> ______________________________________________________________________
> This email has been scanned by the MessageLabs Email Security System.
> For more information please visit http://www.messagelabs.com/email 
> ______________________________________________________________________
> _______________________________________________
> List info: 
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel
>
> Best Practical is hiring! Come hack Perl for us: 
> http://bestpractical.com/about/jobs.html
>


--
Best regards, Ruslan.

______________________________________________________________________
This email has been scanned by the MessageLabs Email Security System.
For more information please visit http://www.messagelabs.com/email
______________________________________________________________________

______________________________________________________________________
This email has been scanned by the MessageLabs Email Security System.
For more information please visit http://www.messagelabs.com/email 
______________________________________________________________________
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From Zul.Shariff at ca.trader.com  Sat Mar 25 17:48:29 2006
From: Zul.Shariff at ca.trader.com (Zul Shariff)
Date: Sat, 25 Mar 2006 15:48:29 -0700
Subject: [rt-users] resolved ticket email
Message-ID: <AB65530E18528C48AE168B428DE6BAEB240DDC@naes3.email.trader.corp>

Hi

For some reason, when a ticket is resolved an email is not generated. I
have the scrip and template configured as shown:

 

 

 

 

 

This was working before I removed the From: and Sender: lines from the
content of the template.

 

Zul Shariff

 

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From maillist at sitepier.com  Mon Mar 27 15:41:34 2006
From: maillist at sitepier.com (Jason B.)
Date: Mon, 27 Mar 2006 14:41:34 -0600
Subject: [rt-users] Custom Scrip problem
In-Reply-To: <44244045.1070908@lbl.gov>
References: <52A6AA62-F06C-4F34-8E3B-F2BB1FF29AAB@sitepier.com>
	<440F7BAB.5010706@lbl.gov>
	<669B5AE7-43BE-4C07-96E4-221EBF4F39BF@sitepier.com>
	<CCE2A191-702C-4660-8737-CC223143D66C@sitepier.com>
	<44244045.1070908@lbl.gov>
Message-ID: <37EC0D10-809F-44CA-9F7D-67BC214EF95C@sitepier.com>

Hello Kenn & Others,

I have changed the permissions for Mike & Jason.  Here are the  
current permissions on the Admin group:

Configuration -> Global-> Group Rights -> Admin

CommentOnTicket
CreateTicket
DeleteTicket
ModifyQueueWatchers
ModifyTicket
OwnTicket
ReplyToTicket
SeeCustomField
SeeQueue
ShowOutgoingEmail
ShowTicket
ShowTicketComments
StealTicket
TakeTicket

I removed all user groups for Jason & Mike since they are part of a  
group.  I am still getting the error:

>> Mar 24 10:47:28 admin RT:  
>> <rt-3.4.1-2886-28802-3.19.7923242290376 at stabletransit.com>  
>> #2886/28802 - Scrip 3  (/usr/share/request-tracker3.4/lib/RT/ 
>> Action/SendEmail.pm:235)
>> Mar 24 10:47:28 admin RT:  
>> <rt-3.4.1-2886-28802-3.19.7923242290376 at stabletransit.com> No  
>> recipients found. Not sending.  (/usr/share/request-tracker3.4/lib/ 
>> RT/Action/SendEmail.pm:247)
>> Mar 24 10:47:28 admin RT:  
>> <rt-3.4.1-2886-28802-4.9.29499784638189 at stabletransit.com>  
>> #2886/28802 - Scrip 4  (/usr/share/request-tracker3.4/lib/RT/ 
>> Action/SendEmail.pm:235)
>> Mar 24 10:47:28 admin RT:  
>> <rt-3.4.1-2886-28802-4.9.29499784638189 at stabletransit.com> No  
>> recipients found. Not sending.  (/usr/share/request-tracker3.4/lib/ 
>> RT/Action/SendEmail.pm:247)
>> Mar 24 10:47:28 admin RT:  
>> <rt-3.4.1-2886-28802-16.5.24126773829749 at stabletransit.com>  
>> #2886/28802 - Scrip 16 On Create Notify Owner (/usr/share/request- 
>> tracker3.4/lib/RT/Action/SendEmail.pm:235)
>> Mar 24 10:47:28 admin RT:  
>> <rt-3.4.1-2886-28802-16.5.24126773829749 at stabletransit.com> No  
>> recipients found. Not sending.  (/usr/share/request-tracker3.4/lib/ 
>> RT/Action/SendEmail.pm:247)

Any other idea's?

-jb



On Mar 24, 2006, at 12:53 PM, Kenneth Crocker wrote:

> Jason,
>
>     I'm curious. If your two uesrs are in a group that has all  
> those rights, why did you even bother to give them global user  
> rights? The only global user right we give  is superuser and that's  
> only  to us system admins. Once a user is in a group and that group  
> has rights, man, your done. If you create another Queue, then you  
> can either allow that group to have certain rights for that  
> particular queue or not. It looks to me like you dished out WAY too  
> many rights, like a scatter-gun effect and  that's makes it a lot  
> tougher to debug any problem. Try trimming some of that stuff off  
> and make little changes, one at a time.
>
> Kenn
>
> Jason B. wrote:
>> Hello Everyone,
>>
>> Its been about 2 weeks and I am still fighting with this problem.   
>> Does anyone have any insight on what I might be doing wrong?  Let  
>> me tell you the changes I have made so far.
>>
>> Here is the custom scrip:
>>
>> Description: Ticket Stole
>> Condition: User defined
>> Action: Notify Owner
>> Template: Global Template Ticket Steal
>> Stage: Transaction Create
>>
>> Custom Condition:
>>
>> my $trans = $self->TransactionObj; return 0 unless $trans->Field  
>> eq 'Owner'; return 1 if $trans->OldValue != RT::Nobody()->id();  
>> return 0;
>>
>> Template 13:  Ticket Steal
>>
>> To: {my $old_owner = RT::User->new($RT::System);
>> $old_owner->Load($Transaction->OldValue);
>> $old_owner->EmailAddress()}
>> Subject: Ticket #{$Ticket->Id()} taken by {$Ticket->OwnerObj->Name()}
>>
>> A ticket you owned:
>>
>> "{$Ticket->Subject()}"
>>
>> has been taken by {$Ticket->OwnerObj->Name()}
>>
>> {$RT::WebURL}Ticket/Display.html?id={$Ticket->Id()}
>>
>> I am testing with a Queue called Support and with 2 users called  
>> jason and mike.
>> Both of these guys are in a Group called Admin
>>
>> Here are the permissions in the Admin group
>>
>> AdminAllPersonalGroups
>> AdminCustomField
>> AdminGroup
>> AdminGroupMembership
>> AdminOwnPersonalGroups
>> AdminQueue
>> AdminUsers
>> AssignCustomFields
>> CommentOnTicket
>> CreateSavedSearch
>> CreateTicket
>> DelegateRights
>> DeleteTicket
>> EditSavedSearches
>> LoadSavedSearch
>> ModifyACL
>> ModifyCustomField
>> ModifyOwnMembership
>> ModifyQueueWatchers
>> ModifyScrips
>> ModifySelf
>> ModifyTemplate
>> ModifyTicket
>> OwnTicket
>> ReplyToTicket
>> SeeCustomField
>> SeeGroup
>> SeeQueue
>> ShowACL
>> ShowConfigTab
>> ShowOutgoingEmail
>> ShowSavedSearches
>> ShowScrips
>> ShowTemplate
>> ShowTicket
>> ShowTicketComments
>> StealTicket
>> SuperUser
>> TakeTicket
>> Watch
>> WatchAsAdminCc
>>
>>
>> For global User rights:
>> Jason has:
>> CommentOnTicket
>> CreateTicket
>> ModifyTicket
>> OwnTicket
>> ReplyToTicket
>> SeeQueue
>> ShowACL
>> ShowOutgoingEmail
>> ShowTicket
>> ShowTicketComments
>> StealTicket
>> TakeTicket
>> Watch
>>
>> Mike has:
>> CommentOnTicket
>> CreateTicket
>> ModifyTicket
>> OwnTicket
>> ReplyToTicket
>> SeeQueue
>> ShowOutgoingEmail
>> ShowTicket
>> ShowTicketComments
>> StealTicket
>> TakeTicket
>>
>> Okay so in the RT_SiteConfig.pm I have set:
>>
>> Set($NotifyActor, 1);
>>
>> Now when someone sends a ticket mike can take ownership of the  
>> ticket.  Next when Jason steals the ticket from Mike we do not get  
>> an e-mail of the ticket stolen.  In the syslogs it says:
>>
>> Mar 24 10:47:28 admin RT:  
>> <rt-3.4.1-2886-28802-3.19.7923242290376 at stabletransit.com>  
>> #2886/28802 - Scrip 3  (/usr/share/request-tracker3.4/lib/RT/ 
>> Action/SendEmail.pm:235)
>> Mar 24 10:47:28 admin RT:  
>> <rt-3.4.1-2886-28802-3.19.7923242290376 at stabletransit.com> No  
>> recipients found. Not sending.  (/usr/share/request-tracker3.4/lib/ 
>> RT/Action/SendEmail.pm:247)
>> Mar 24 10:47:28 admin RT:  
>> <rt-3.4.1-2886-28802-4.9.29499784638189 at stabletransit.com>  
>> #2886/28802 - Scrip 4  (/usr/share/request-tracker3.4/lib/RT/ 
>> Action/SendEmail.pm:235)
>> Mar 24 10:47:28 admin RT:  
>> <rt-3.4.1-2886-28802-4.9.29499784638189 at stabletransit.com> No  
>> recipients found. Not sending.  (/usr/share/request-tracker3.4/lib/ 
>> RT/Action/SendEmail.pm:247)
>> Mar 24 10:47:28 admin RT:  
>> <rt-3.4.1-2886-28802-16.5.24126773829749 at stabletransit.com>  
>> #2886/28802 - Scrip 16 On Create Notify Owner (/usr/share/request- 
>> tracker3.4/lib/RT/Action/SendEmail.pm:235)
>> Mar 24 10:47:28 admin RT:  
>> <rt-3.4.1-2886-28802-16.5.24126773829749 at stabletransit.com> No  
>> recipients found. Not sending.  (/usr/share/request-tracker3.4/lib/ 
>> RT/Action/SendEmail.pm:247)
>>
>>
>>
>>
>> I am using RT 3.4.1-2 which is the debian packages for Sarge 3.1.   
>> Anyone have any ideas why its not working?  I have racked my brain  
>> for the last 2 weeks.  Hopefully i provided enough information.
>>
>> -jason
>>
>>
>>
>> On Mar 8, 2006, at 11:38 PM, Jason B. wrote:
>>
>>> Ken & others,
>>>
>>> After going home and troubleshooting this more and looking at the  
>>> archive postings I noticed that some people got it working by  
>>> changing the Template to the following:
>>>
>>> To: {my $old_owner = RT::User->new($RT::System);
>>> $old_owner->Load($Transaction->OldValue);
>>> $old_owner->EmailAddress()}
>>> Subject: Ticket #{$Ticket->Id()} taken by {$Ticket->OwnerObj->Name 
>>> ()}
>>>
>>> A ticket you owned:
>>>
>>> "{$Ticket->Subject()}"
>>>
>>> has been taken by {$Ticket->OwnerObj->Name()}
>>>
>>> {$RT::WebURL}Ticket/Display.html?id={$Ticket->Id()}
>>>
>>> Basically changing the $RT::System part.  It worked for others  
>>> though its not working for me.  I do see that my Everyone Group  
>>> does have ShowOutgoingMail along with Every group that I have  
>>> created that has the ShowOutgoingMail.  I noticed the following  
>>> in the /var/log/messages
>>>
>>> Mar  8 23:30:31 admin RT: Successful login for jbartels from  
>>> 24.26.232.60 (/usr/share/request-tracker3.4/html/autohandler:197)
>>> Mar  8 23:30:48 admin RT:  
>>> <rt-3.4.1-2188-21627-2.19.1568452421506 at something.com>  
>>> #2188/21627 - Scrip 2  (/usr/share/request-tracker3.4/lib/RT/ 
>>> Action/SendEmail.pm:235)
>>> Mar  8 23:30:48 admin RT:  
>>> <rt-3.4.1-2188-21627-2.19.1568452421506 at something.com.> No  
>>> recipients found. Not sending.  (/usr/share/request-tracker3.4/ 
>>> lib/RT/Action/SendEmail.pm:247)
>>> Mar  8 23:30:48 admin RT:  
>>> <rt-3.4.1-2188-21627-15.13.6658577819274 at something.com>  
>>> #2188/21627 - Scrip 15 Ticket Stolen (/usr/share/request- 
>>> tracker3.4/lib/RT/Action/SendEmail.pm:235)
>>> Mar  8 23:30:48 admin RT:  
>>> <rt-3.4.1-2188-21627-15.13.6658577819274 at something.com> No  
>>> recipients found. Not sending.  (/usr/share/request-tracker3.4/ 
>>> lib/RT/Action/SendEmail.pm:247)
>>>
>>> Okay so when I test it by pressing the Steal ticket it only works  
>>> if the root user has the ticket (just did it for testing) but if  
>>> I use a real user say jbartels and have jtest user steal it I do  
>>> not receive an e-mail and it shows that error message in the log  
>>> file.
>>>
>>> I want the e-mail sent to the user that use to have the ticket  
>>> before it was stolen.  So it would go to jbartels if the jtest  
>>> user stole it.  Not sure where I went wrong.  I also searched the  
>>> archives and it said to try using the
>>>
>>> Set($NotifyActor, 0);
>>>
>>> Which doesn't help anything.
>>>
>>> Any thoughts?
>>>
>>> -jason
>>>
>>>
>>>
>>> On Mar 8, 2006, at 6:49 PM, Ken Crocker wrote:
>>>
>>>> JAson, to whom did you want the e_mail to go to and did you give  
>>>> that role (like requestor) or group the "SeeOutgoingMail"  
>>>> priviledge? If not, then you can have a hundred scrips that will  
>>>> go nowhere if no one has the priviledge of seeing outgoing mail.
>>>>
>>>> Kenn
>>>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>>
>> We're hiring! Come hack Perl for Best Practical: http:// 
>> bestpractical.com/about/jobs.html

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From Zul.Shariff at ca.trader.com  Mon Mar 27 23:26:46 2006
From: Zul.Shariff at ca.trader.com (Zul Shariff)
Date: Mon, 27 Mar 2006 21:26:46 -0700
Subject: [rt-users] email not created for resolved ticket
Message-ID: <AB65530E18528C48AE168B428DE6BAEB240DE4@naes3.email.trader.corp>

Hi

I just started using rt ver 3.4.4. I changed the default template for
resolved tickets by removing the From: and Sender: lines and turning
'on' UserFriendlyName setting in the config file. Now it won't create
emails for resolved tickets. I tried putting back the From: and Sender:
lines but it still won't create and send email to the requestor for
resolved ticket.

The autocreation email works fine as I haven't changed anything in the
autoreply template.

 

Zul Shariff

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From ben.robson at classicblue.com.au  Mon Mar 27 23:36:09 2006
From: ben.robson at classicblue.com.au (Ben Robson)
Date: Tue, 28 Mar 2006 15:36:09 +1100
Subject: [rt-users] Grouping of un-priv user tickets
Message-ID: <E5D4E084CDBAF84C8D69BC83ACAC5882334985@sydcbsexc001.classicblue.corp>

All,
 
I, along with others I believe, have been struggling with the issue of allowing un-priv users who work for the same company (customer) to see each others tickets.
 
I have a scrip in place that currently checks the Organization ( my $organization = $self->TransactionObj->CreatorObj->__Value('Organization'); ) of the creator of the ticket and then proceeds to add the details to the CC list of the ticket for all other users who's organization is the same value.
 
This works great, up to a point.....
 
In the event that the Requestor is not the Creator, for example when the requestor calls the company's helpdesk and a helpdesk operator completes the ticket, the Creator's organization details are used and not the Requestor's.
 
This means that when a member of the Requesting company goes to view tickets the created ticket may not be vissible, unless they are explicitly the individual who requested it.
 
Below is my "Customer action preparation code".  Can anyone see how this might be modified such that rather than getting the Creator's organization on the first line, it gets the Requestor's organization instead?
 
 
my $organization = $self->TransactionObj->CreatorObj->__Value('Organization');
my $users = new RT::Users($RT::SystemUser);
my $cclist = $self->TicketObj->Cc;
 
while( my $user = $users->Next )
{
        my $userOrg=$user->Organization;
        if ($organization eq $userOrg) {
       $cclist->AddMember($user->id)
        } 
 $RT::Logger->info( "OnCreateCCDomain scrip added ". $user->Name ." as a CC!" );
}
 
Thanks all, I am sure many may find this useful.
 
Ben Robson
............................................................................................................................

This email (including all attachments) is intended solely for the named addressee. It is confidential and may contain legally privileged information. If you receive it in error, please let us know by reply email, do not disclose any information contained in it, delete it from your system and destroy any copies. This email is also subject to copyright. No part of it should be reproduced, adapted or transmitted without the written consent of the copyright owner. Emails may be interfered with, may contain computer viruses or other defects and may not be successfully replicated on other systems.

We give no warranties in relation to these matters. If you have any doubts about the authenticity of an email purportedly sent by us, please contact us immediately.  Privacy - Please be aware that information provided in response to this email may contain personal information, which Classic Blue may collect, and use for the purposes of marketing information technology products and services to you.  For further information regarding Classic Blue's privacy policies please refer to www.classicblue.com.au
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From lvanderf at internode.com.au  Mon Mar 27 23:46:35 2006
From: lvanderf at internode.com.au (Luke Vanderfluit)
Date: Tue, 28 Mar 2006 14:16:35 +0930
Subject: [rt-users] logging
Message-ID: <4428BFAB.6020900@internode.com.au>

Hi.

I have the following lines in my RT_SiteConfig.pm

/~~~~~~~~~~~~~~~~~~~~~~~~~~~~
#  Mail loops will generate a critical log message.
Set($LogToSyslog    , 'alert');
Set($LogToScreen    , undef);  
Set($LogToFile      , 'alert');
Set($LogDir, '/usr/local/rt3/var/log');
Set($LogToFileNamed , "rt3.log");    #log to rt.log

@LogToSyslogConf = ( socket => 'inet' );
\_____________________________

In other words I want to log to the rt3.log file with 'alert' message level.

I don't get any output in that file, though, no matter what operations I 
carry out in RT.
Is there something that I need to change in Log::Dispatch?

Any hints on getting logging to rt3.log working?

Thanks.
Kind regards.

-- 
Luke



From ben.robson at classicblue.com.au  Mon Mar 27 23:49:07 2006
From: ben.robson at classicblue.com.au (Ben Robson)
Date: Tue, 28 Mar 2006 15:49:07 +1100
Subject: [rt-users] logging
Message-ID: <E5D4E084CDBAF84C8D69BC83ACAC5882334988@sydcbsexc001.classicblue.corp>

Luke,
 
This may seem like an obvious answer, but it was what did it for me:  Check permissions on the $LogDir directory to make sure the web server has write permission and make sure you stop and start the web server.
 
BenR

________________________________

From: rt-users-bounces at lists.bestpractical.com on behalf of Luke Vanderfluit
Sent: Tue 28/03/2006 2:46 PM
To: RT users
Subject: [rt-users] logging



Hi.

I have the following lines in my RT_SiteConfig.pm

/~~~~~~~~~~~~~~~~~~~~~~~~~~~~
#  Mail loops will generate a critical log message.
Set($LogToSyslog    , 'alert');
Set($LogToScreen    , undef); 
Set($LogToFile      , 'alert');
Set($LogDir, '/usr/local/rt3/var/log');
Set($LogToFileNamed , "rt3.log");    #log to rt.log

@LogToSyslogConf = ( socket => 'inet' );
\_____________________________

In other words I want to log to the rt3.log file with 'alert' message level.

I don't get any output in that file, though, no matter what operations I
carry out in RT.
Is there something that I need to change in Log::Dispatch?

Any hints on getting logging to rt3.log working?

Thanks.
Kind regards.

--
Luke

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

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com


We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html


............................................................................................................................

This email (including all attachments) is intended solely for the named addressee. It is confidential and may contain legally privileged information. If you receive it in error, please let us know by reply email, do not disclose any information contained in it, delete it from your system and destroy any copies. This email is also subject to copyright. No part of it should be reproduced, adapted or transmitted without the written consent of the copyright owner. Emails may be interfered with, may contain computer viruses or other defects and may not be successfully replicated on other systems.

We give no warranties in relation to these matters. If you have any doubts about the authenticity of an email purportedly sent by us, please contact us immediately.  Privacy - Please be aware that information provided in response to this email may contain personal information, which Classic Blue may collect, and use for the purposes of marketing information technology products and services to you.  For further information regarding Classic Blue's privacy policies please refer to www.classicblue.com.au
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From alexmv at bestpractical.com  Mon Mar 27 23:51:47 2006
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Mon, 27 Mar 2006 23:51:47 -0500
Subject: [rt-users] logging
In-Reply-To: <4428BFAB.6020900@internode.com.au>
References: <4428BFAB.6020900@internode.com.au>
Message-ID: <1143521507.26137.1.camel@localhost>

On Tue, 2006-03-28 at 14:16 +0930, Luke Vanderfluit wrote:
> I don't get any output in that file, though, no matter what operations I 
> carry out in RT.

Check the permissions on the directory (if the file doesn't exist
already) or the file (if it does exist already).  The file needs to be
writable by the process that the webserver runs as.
 - Alex


From lvanderf at internode.com.au  Tue Mar 28 00:00:05 2006
From: lvanderf at internode.com.au (Luke Vanderfluit)
Date: Tue, 28 Mar 2006 14:30:05 +0930
Subject: [rt-users] logging
In-Reply-To: <1143521507.26137.1.camel@localhost>
References: <4428BFAB.6020900@internode.com.au>
	<1143521507.26137.1.camel@localhost>
Message-ID: <4428C2D5.8050202@internode.com.au>

Alex Vandiver wrote:

>On Tue, 2006-03-28 at 14:16 +0930, Luke Vanderfluit wrote:
>  
>
>>I don't get any output in that file, though, no matter what operations I 
>>carry out in RT.
>>    
>>
>
>Check the permissions on the directory (if the file doesn't exist
>already) or the file (if it does exist already).  The file needs to be
>writable by the process that the webserver runs as.
> - Alex
>  
>
OK, I've got both the log directory and the file itself set to 777 
permissions.
There is still nothing getting logged,
I have log level 'alert', shouldn't that be logging nearly everything to 
the file?

Kind regards.


-- 
Luke

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From alexmv at bestpractical.com  Tue Mar 28 00:23:47 2006
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Tue, 28 Mar 2006 00:23:47 -0500
Subject: [rt-users] logging
In-Reply-To: <4428C2D5.8050202@internode.com.au>
References: <4428BFAB.6020900@internode.com.au>
	<1143521507.26137.1.camel@localhost>
	<4428C2D5.8050202@internode.com.au>
Message-ID: <1143523427.26139.3.camel@localhost>

On Tue, 2006-03-28 at 14:30 +0930, Luke Vanderfluit wrote:
> I have log level 'alert', shouldn't that be logging nearly everything
> to the file?

Nope.  From RT_Config.pm: 
    # From lowest to highest priority, the levels are:
    #  debug info notice warning error critical alert emergency

Try 'debug'.
 - Alex



From lvanderf at internode.com.au  Tue Mar 28 00:25:59 2006
From: lvanderf at internode.com.au (Luke Vanderfluit)
Date: Tue, 28 Mar 2006 14:55:59 +0930
Subject: [rt-users] logging
In-Reply-To: <4428C5C4.2030304@u.washington.edu>
References: <4428BFAB.6020900@internode.com.au>	<1143521507.26137.1.camel@localhost>
	<4428C2D5.8050202@internode.com.au>
	<4428C5C4.2030304@u.washington.edu>
Message-ID: <4428C8E7.6050904@internode.com.au>

Hi.

Joby Walker wrote:

> No, alert is the 2nd most restrictive setting, and I don't know if 
> anything is logged at that level.  The highest I remember seeing is 
> critical.  Try "debug" and you will definitely see something.
>
Ok, thanks for that. I'm surprised that 'alert' which is right up near 
'emergency' doesn't show me entries, but 'debug' certainly does \-:
Anyway, got that working now.
Thanks.

Luke.



> jbw
>
> Luke Vanderfluit wrote:
>
>> OK, I've got both the log directory and the file itself set to 777 
>> permissions.
>> There is still nothing getting logged,
>> I have log level 'alert', shouldn't that be logging nearly everything 
>> to the file?
>>
>> Kind regards.
>>
>>
>> -- 
>> Luke
>>
>>
>> ------------------------------------------------------------------------
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>>
>>
>> We're hiring! Come hack Perl for Best Practical: 
>> http://bestpractical.com/about/jobs.html
>


-- 
Luke



From lvanderf at internode.com.au  Tue Mar 28 00:35:52 2006
From: lvanderf at internode.com.au (Luke Vanderfluit)
Date: Tue, 28 Mar 2006 15:05:52 +0930
Subject: [rt-users] logging
In-Reply-To: <1143523427.26139.3.camel@localhost>
References: <4428BFAB.6020900@internode.com.au>	
	<1143521507.26137.1.camel@localhost>
	<4428C2D5.8050202@internode.com.au>
	<1143523427.26139.3.camel@localhost>
Message-ID: <4428CB38.1010904@internode.com.au>

Hi.

Alex Vandiver wrote:

>On Tue, 2006-03-28 at 14:30 +0930, Luke Vanderfluit wrote:
>  
>
>>I have log level 'alert', shouldn't that be logging nearly everything
>>to the file?
>>    
>>
>
>Nope.  From RT_Config.pm: 
>    # From lowest to highest priority, the levels are:
>    #  debug info notice warning error critical alert emergency
>
>  
>
You mean from Highest to lowest, right?

highest ------------------------------------ lowest?

debug info notice warning error critical alert emergency

Kr.
Luke.


>Try 'debug'.
> - Alex
>
>  
>


-- 
Luke

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From joby at u.washington.edu  Tue Mar 28 00:12:36 2006
From: joby at u.washington.edu (Joby Walker)
Date: Mon, 27 Mar 2006 21:12:36 -0800
Subject: [rt-users] logging
In-Reply-To: <4428C2D5.8050202@internode.com.au>
References: <4428BFAB.6020900@internode.com.au>	<1143521507.26137.1.camel@localhost>
	<4428C2D5.8050202@internode.com.au>
Message-ID: <4428C5C4.2030304@u.washington.edu>

No, alert is the 2nd most restrictive setting, and I don't know if 
anything is logged at that level.  The highest I remember seeing is 
critical.  Try "debug" and you will definitely see something.

jbw

Luke Vanderfluit wrote:
> OK, I've got both the log directory and the file itself set to 777 
> permissions.
> There is still nothing getting logged,
> I have log level 'alert', shouldn't that be logging nearly everything to 
> the file?
> 
> Kind regards.
> 
> 
> -- 
> Luke
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 
> 
> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html


From lvanderf at internode.com.au  Tue Mar 28 00:47:52 2006
From: lvanderf at internode.com.au (Luke Vanderfluit)
Date: Tue, 28 Mar 2006 15:17:52 +0930
Subject: [rt-users] logging
In-Reply-To: <1143524566.26139.17.camel@localhost>
References: <4428BFAB.6020900@internode.com.au>	
	<1143521507.26137.1.camel@localhost>
	<4428C2D5.8050202@internode.com.au>	
	<1143523427.26139.3.camel@localhost>
	<4428C949.4060103@internode.com.au>
	<1143524566.26139.17.camel@localhost>
Message-ID: <4428CE08.5090107@internode.com.au>

Alex Vandiver wrote:

>On Tue, 2006-03-28 at 14:57 +0930, Luke Vanderfluit wrote:
>  
>
>>You mean from Highest to lowest, right?
>>
>>highest ------------------------------------ lowest?
>>debug info notice warning error critical alert emergency
>>    
>>
>
>No, I mean from lowest to highest.  Something that is 'low priority' is
>not terribly important.  This includes things like debugging statements
>and generic informational announcements.  Things that are 'high
>priority' are urgent and should demand instant attention.  These include
>errors, alerts of life-threatening things, and emergencies.
> - Alex
>  
>
Right, I think I've got it now (~8
Thanks.


-- 
Luke

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From lvanderf at internode.com.au  Tue Mar 28 00:55:36 2006
From: lvanderf at internode.com.au (Luke Vanderfluit)
Date: Tue, 28 Mar 2006 15:25:36 +0930
Subject: [rt-users] Query Builder
In-Reply-To: <589c94400603240142x11511ea5p4fcc4572b0a32a82@mail.gmail.com>
References: <4421C819.1080905@internode.com.au>	
	<589c94400603221442l71838b33p8a86ec9876cff752@mail.gmail.com>	
	<4421D755.4020203@internode.com.au>
	<589c94400603240142x11511ea5p4fcc4572b0a32a82@mail.gmail.com>
Message-ID: <4428CFD8.4030902@internode.com.au>

Hi.

Ruslan Zakirov wrote:

>As I know that happens since 3.0.x and as I remeber that somehow
>related to the code that build next/prev links. I thought this was
>fixed in recent versions. Looks like we need to check that again.
>  
>
Further to this:
I have a fresh install of 3.4.5.
When I do a query in the query builder for

Created > '2006-01-01'

I get 51000 tickets.
Now, if I go to load a ticket, it takes a considerably long time for the ticket to load.
When I've loaded the ticket and go back to the listing, click on another ticket, the same thing again. It seems that regardless of the ticket/transactions/attachments length, the actual ticket takes just as long to load as the previous ticket.
This is consistent each time the above is repeated.

The length seems to depend on the number of tickets returned by the query.

Why is that?

Kr.
Luke







>On 3/23/06, Luke Vanderfluit <lvanderf at internode.com.au> wrote:
>  
>
>> Hi.
>>
>> Ruslan Zakirov wrote:
>> RT version?
>>
>> 3.4.5
>>
>> On 3/23/06, Luke Vanderfluit <lvanderf at internode.com.au> wrote:
>>
>> Hi.
>>
>>I've found what appears to be a bug in the query builder.
>>When I build a query that needs to do search of contents of tickets.
>>Say, for example, I search all tickets with the following query:
>>
>>Created > '2006-01-01' AND Content LIKE 'foo'
>>
>>that query could take a very long time to complete, which is normal (not
>>acceptable but OK (-:)
>>
>>After the query has completed I go to delete the "AND Content LIKE
>>'foo'" phrase and the query seems to run again!
>>
>>I'm looking at the mysql processes that are triggered by this behaviour.
>>It seems like the query builder might be using up resources that it
>>shouldn't need to.
>>
>>Can anyone confirm this behaviour? That changing the composition of the
>>query actually causes the query to run again?
>>
>>Thanks.
>>Kind regards.
>>
>>--
>>Luke
>>
>>--
>>Best regards, Ruslan.
>>
>>--
>>Luke
>>
>>    
>>
>
>
>--
>Best regards, Ruslan.
>
>  
>


-- 
Luke

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From lvanderf at internode.com.au  Tue Mar 28 01:08:38 2006
From: lvanderf at internode.com.au (Luke Vanderfluit)
Date: Tue, 28 Mar 2006 15:38:38 +0930
Subject: [rt-users] Query Builder Bug Revisited 
In-Reply-To: <589c94400603240142x11511ea5p4fcc4572b0a32a82@mail.gmail.com>
References: <4421C819.1080905@internode.com.au>		<589c94400603221442l71838b33p8a86ec9876cff752@mail.gmail.com>		<4421D755.4020203@internode.com.au>	<589c94400603240142x11511ea5p4fcc4572b0a32a82@mail.gmail.com>
Message-ID: <4428D2E6.6090106@internode.com.au>

Hi.

Ruslan Zakirov wrote:

>As I know that happens since 3.0.x and as I remeber that somehow
>related to the code that build next/prev links. I thought this was
>fixed in recent versions. Looks like we need to check that again.
>  
>
Further to this:
I have a fresh install of 3.4.5.
When I do a query in the query builder for

Created > '2006-01-01'

I get 51000 tickets.
Now, if I go to load a ticket, it takes a considerably long time for the ticket to load.
When I've loaded the ticket and go back to the listing, click on another ticket, the same thing again. It seems that regardless of the ticket/transactions/attachments length, the actual ticket takes just as long to load as the previous ticket.
This is consistent each time the above is repeated.

The length seems to depend on the number of tickets returned by the query.

Why is that?

Kr.
Luke







>On 3/23/06, Luke Vanderfluit <lvanderf at internode.com.au> wrote:
>  
>
>> Hi.
>>
>> Ruslan Zakirov wrote:
>> RT version?
>>
>> 3.4.5
>>
>> On 3/23/06, Luke Vanderfluit <lvanderf at internode.com.au> wrote:
>>
>> Hi.
>>
>>I've found what appears to be a bug in the query builder.
>>When I build a query that needs to do search of contents of tickets.
>>Say, for example, I search all tickets with the following query:
>>
>>Created > '2006-01-01' AND Content LIKE 'foo'
>>
>>that query could take a very long time to complete, which is normal (not
>>acceptable but OK (-:)
>>
>>After the query has completed I go to delete the "AND Content LIKE
>>'foo'" phrase and the query seems to run again!
>>
>>I'm looking at the mysql processes that are triggered by this behaviour.
>>It seems like the query builder might be using up resources that it
>>shouldn't need to.
>>
>>Can anyone confirm this behaviour? That changing the composition of the
>>query actually causes the query to run again?
>>
>>Thanks.
>>Kind regards.
>>
>>--
>>Luke
>>
>>--
>>Best regards, Ruslan.
>>
>>--
>>Luke
>>
>>    
>>
>
>
>--
>Best regards, Ruslan.
>
>  
>


-- 
Luke

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From lvanderf at internode.com.au  Tue Mar 28 01:13:20 2006
From: lvanderf at internode.com.au (Luke Vanderfluit)
Date: Tue, 28 Mar 2006 15:43:20 +0930
Subject: [rt-users] Query Builder Bug revisited
Message-ID: <4428D400.8020108@internode.com.au>


Hi.

Ruslan Zakirov wrote:

>As I know that happens since 3.0.x and as I remeber that somehow
>related to the code that build next/prev links. I thought this was
>fixed in recent versions. Looks like we need to check that again.
>  
>
Further to this:
I have a fresh install of 3.4.5.
When I do a query in the query builder for

Created > '2006-01-01'

I get 51000 tickets.
Now, if I go to load a ticket, it takes a considerably long time for the ticket to load.
When I've loaded the ticket and go back to the listing, click on another ticket, the same thing again. It seems that regardless of the ticket/transactions/attachments length, the actual ticket takes just as long to load as the previous ticket.
This is consistent each time the above is repeated.

The length seems to depend on the number of tickets returned by the query.

Why is that?

Kr.
Luke







On 3/23/06, Luke Vanderfluit <lvanderf at internode.com.au> wrote:
  

 Hi.

 Ruslan Zakirov wrote:
 RT version?

 3.4.5

 On 3/23/06, Luke Vanderfluit <lvanderf at internode.com.au> wrote:

 Hi.

I've found what appears to be a bug in the query builder.
When I build a query that needs to do search of contents of tickets.
Say, for example, I search all tickets with the following query:

Created > '2006-01-01' AND Content LIKE 'foo'

that query could take a very long time to complete, which is normal (not
acceptable but OK (-:)

After the query has completed I go to delete the "AND Content LIKE
'foo'" phrase and the query seems to run again!

I'm looking at the mysql processes that are triggered by this behaviour.
It seems like the query builder might be using up resources that it
shouldn't need to.

Can anyone confirm this behaviour? That changing the composition of the
query actually causes the query to run again?




-- 
Luke



From laas.toom at eenet.ee  Tue Mar 28 03:14:58 2006
From: laas.toom at eenet.ee (Laas Toom)
Date: Tue, 28 Mar 2006 11:14:58 +0300
Subject: [rt-users] weird Slow SelectOwner query
Message-ID: <200603281114.58908.laas.toom@eenet.ee>

Hello!

Some time ago when we upgraded to RT 3.4.5 and MySQL 5.0.18, we started having 
slow SelectOwner queries, but then an answer from this list helped us out - 
we created an extra index to the table CachedGroupMembers:
create index mbowe_MemberId on CachedGroupMembers(MemberId)

But now we moved the database to dedicated server and again this query takes 
~8 sec to complete. 
Then I thought this index was not the solution, dropped that extra index, did 
some testing - nothing,  recreated index - still nothing and redropped this 
index.
Interestingly enough after this last dropping the query started taking 0.8 - 
1.4 sec. But this probably is some caching by MySQL server, because of 
frequent queries.

BTW, all the times are taken from phpMyAdmin, as RT on fastcgi seems to cache 
this query after first time for each ticket, but as it is mostly needed only 
one time for a ticket, this caching does not help.

The problematic query is:
SELECT DISTINCT main.*
  FROM Users main, Principals Principals_1, ACL ACL_2, CachedGroupMembers 
CachedGroupMembers_3
  WHERE ((ACL_2.PrincipalId = CachedGroupMembers_3.GroupId)) AND 
((ACL_2.PrincipalType = 'Group')) AND
     ((ACL_2.RightName = 'OwnTicket')) AND ((CachedGroupMembers_3.MemberId = 
Principals_1.id)) AND
     ((Principals_1.Disabled = '0')) AND ((Principals_1.PrincipalType = 
'User')) AND ((Principals_1.id !=
     '1')) AND ((main.id = Principals_1.id)) AND ((ACL_2.ObjectType = 
'RT::Ticket' AND ACL_2.ObjectId = 1365)
     OR (ACL_2.ObjectType = 'RT::Queue' AND ACL_2.ObjectId = 8) OR 
(ACL_2.ObjectType = 'RT::System'))
  ORDER BY main.Name ASC

After the first dropping of index MySQL EXPLAIN showed that this 'main' table 
is joined first with type='range', rows=9432 and "using where; using 
temporary; using filesort".

After second dropping of the extra index the 'main' table is joined in second,  
the row count increased to 9444, but still this query is faster.

But when I reorder the tables in the query, so that 'main' is last:
SELECT ...
FROM Principals Principals_1, ACL ACL_2, CachedGroupMembers 
CachedGroupMembers_3,  Users main
WHERE ....

Then the query takes 0.0030 sec all the time (as it did before the second 
creation of the index) and 'main' table is joined in as third table with 
type='eq_ref' and rows=1

So I am lost here - is this MySQL problem or can RT be forced to use the 
latter FROM statement so that 'main' table is joined in last?

Any help appreciated.

Best regards,
Laas Toom


From mike at tekniq.org  Tue Mar 28 04:03:52 2006
From: mike at tekniq.org (Michael Shanks)
Date: Tue, 28 Mar 2006 10:03:52 +0100
Subject: [rt-users] Problem when hitting take/resolve
Message-ID: <003201c65246$8a992b00$0a02a8c0@PCMichael>

When I hit take or resolve it dumps me to a Cannot Find server errror, this
is on a fresh install, it completes the requested action correctly just does
not redirect correctly

 

Any help?

 

Mike

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From hwagener at hamburg.fcb.com  Tue Mar 28 04:30:59 2006
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Tue, 28 Mar 2006 11:30:59 +0200
Subject: [rt-users] Problem when hitting take/resolve
In-Reply-To: <003201c65246$8a992b00$0a02a8c0@PCMichael>
References: <003201c65246$8a992b00$0a02a8c0@PCMichael>
Message-ID: <EF65FC04-CBD0-49BD-8970-9BE8B80E789D@hamburg.fcb.com>


Am 28.03.2006 um 11:03 schrieb Michael Shanks:

> When I hit take or resolve it dumps me to a Cannot Find server  
> errror, this is on a fresh install, it completes the requested  
> action correctly just does not redirect correctly

> Any help?
Only if you'd be so kind as to provide the version of perl, rt,  
apache, database backend accompanied by the relevant part of your  
httpd.conf and RT_SiteConfig.pm - all this you're talking about  
request tracker...



Regards,
     Harald


-- 
Harald Wagener
Technischer Leiter

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

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


From cto at lanusa.com  Tue Mar 28 04:53:01 2006
From: cto at lanusa.com (Michael Erana)
Date: Tue, 28 Mar 2006 04:53:01 -0500
Subject: [rt-users] SelfService Reply-Comment at Ticket Level
Message-ID: <FF4FA4421218954E9B0ACC1D01883FFB7923CD@pcn-exch1.pcn.local>

Hi Everyone,
 
    A bit of a puzzler here. We're trying to figure out given the permissions defined below, why the user cannot reply or comment at the ticket level? They can reply and comment at the history level but not at the ticket level. This is from the SelfService view.
 
Queue Permissions:
 
System Groups
Privileged - N/A
Unprivileged - Comment, Create, Reply, SeeQueue, Show Ticket
Everyone - Comment, Create, Reply
 
Roles:
Cc - Comment, Reply, Show Ticket
Owner - N/A
AdminCc - AssignCustomFields, Comment, OwnTicket, Reply, SeeQueue, ShowTicket, ShowTicketComments, WatchAsAdminCc
Requestor - AssignCustomFields, Comment, ModifyTicket, Reply, ShowTicket, Watch
 
 
The user in question is in another group but that group has no rights assigned. Suggestions appreciated.
 
Michael Era?a, CISSP
Chief Technology Officer
eranam at lanusa.com
 
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From cto at lanusa.com  Tue Mar 28 04:57:07 2006
From: cto at lanusa.com (Michael Erana)
Date: Tue, 28 Mar 2006 04:57:07 -0500
Subject: [rt-users] "Can't locate mod_perl2.pm in @INC", suse 9.3, rt 3.2.0
Message-ID: <FF4FA4421218954E9B0ACC1D01883FFB7923CE@pcn-exch1.pcn.local>

Joe,

Check out:

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

Is the mod-perl2 package loaded on the server?


Michael Era?a, CISSP
CTO
PC Network, Inc.          
eranam at lanusa.com   


From mike at tekniq.org  Tue Mar 28 05:22:58 2006
From: mike at tekniq.org (Michael Shanks)
Date: Tue, 28 Mar 2006 11:22:58 +0100
Subject: [rt-users] Problem when hitting take/resolve
In-Reply-To: <EF65FC04-CBD0-49BD-8970-9BE8B80E789D@hamburg.fcb.com>
Message-ID: <007601c65251$96ec3950$0a02a8c0@PCMichael>

Hello

Fedora Core release 4 (Stentz)
This is perl, v5.8.6 built for i386-linux-thread-multi
RT 3.5.5
MySQL: 4.1.16


****************httpd.conf*********** 
<VirtualHost ipaddress>
   ServerName <correct hostname>
   DocumentRoot /opt/rt3/share/html    
   AddDefaultCharset UTF-8

   # this line applies to Apache2+mod_perl2 only
#   PerlModule Apache2 Apache::compat

   PerlModule Apache::DBI
   PerlRequire /opt/rt3/bin/webmux.pl

   <Location />
       SetHandler perl-script
       PerlHandler RT::Mason
   </Location>
RedirectMatch permanent (.*)/$ http://<correct hostname>$1/index.html

</VirtualHost>

***********end httpd.conf***********


**********site config***************

Set($rtname , "<correct hostname> ");
1;


#The name of the database user (inside the database)
Set($DatabaseUser , 'rt_user');

# Password the DatabaseUser should use to access the database
Set($DatabasePassword , 'password');

# The name of the RT's database on your database server
Set($DatabaseName , 'rt3');

***********end site config************



-----Original Message-----
From: Harald Wagener [mailto:hwagener at hamburg.fcb.com] 
Sent: Tuesday, March 28, 2006 10:31 AM
To: Michael Shanks
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Problem when hitting take/resolve


Am 28.03.2006 um 11:03 schrieb Michael Shanks:

> When I hit take or resolve it dumps me to a Cannot Find server  
> errror, this is on a fresh install, it completes the requested  
> action correctly just does not redirect correctly

> Any help?
Only if you'd be so kind as to provide the version of perl, rt,  
apache, database backend accompanied by the relevant part of your  
httpd.conf and RT_SiteConfig.pm - all this you're talking about  
request tracker...



Regards,
     Harald


-- 
Harald Wagener
Technischer Leiter

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

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




-- 
No virus found in this incoming message.
Checked by AVG Free Edition.
Version: 7.1.385 / Virus Database: 268.3.2/294 - Release Date: 3/27/2006




From rfh at pipex.net  Tue Mar 28 05:40:15 2006
From: rfh at pipex.net (Roy El-Hames)
Date: Tue, 28 Mar 2006 11:40:15 +0100
Subject: [rt-users] Scrips order/ or notify syntax
Message-ID: <4429128F.6050304@pipex.net>

Hi there;
Is there a way to control the order scrips are excuted?
I have 2 Queue scrips scrip1- on create set an owner pending on certain 
conditions
scrip2- on create notify the owner..
Even though I created scrip1 before scrip2, rt seems to run  2 before 1.
I guess the query that select the scrips to be excuted have no ORDER 
close in it, I can add it but for the life of me I can't find where its 
called from ist Scrip.pm or Scrips.pm
Another question what is the syntax to notify ..(for example how do I 
write a custom scrip to notify --owner-- with template 
--correpondence--), That way I can combine my 2 scrips into 1.
My system is rt-3.4.4 , mod perl 2 apache2 mysql 4.1.14 and search 
builder DBIx::SearchBuilder v1.33;
Many thanks;
Roy



From mike at tekniq.org  Tue Mar 28 06:22:18 2006
From: mike at tekniq.org (Michael Shanks)
Date: Tue, 28 Mar 2006 12:22:18 +0100
Subject: [rt-users] Problem when hitting take/resolve
In-Reply-To: <007601c65251$96ec3950$0a02a8c0@PCMichael>
Message-ID: <007901c65259$e13d3650$0a02a8c0@PCMichael>

Hi guys, guess I should look more indepth before I ask for help

I had not set the WebBaseUrl correctly :(
 
 
 
 


-----Original Message-----
From: Michael Shanks [mailto:mike at tekniq.org] 
Sent: Tuesday, March 28, 2006 11:23 AM
To: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Problem when hitting take/resolve

Hello

Fedora Core release 4 (Stentz)
This is perl, v5.8.6 built for i386-linux-thread-multi
RT 3.5.5
MySQL: 4.1.16


****************httpd.conf*********** 
<VirtualHost ipaddress>
   ServerName <correct hostname>
   DocumentRoot /opt/rt3/share/html    
   AddDefaultCharset UTF-8

   # this line applies to Apache2+mod_perl2 only
#   PerlModule Apache2 Apache::compat

   PerlModule Apache::DBI
   PerlRequire /opt/rt3/bin/webmux.pl

   <Location />
       SetHandler perl-script
       PerlHandler RT::Mason
   </Location>
RedirectMatch permanent (.*)/$ http://<correct hostname>$1/index.html

</VirtualHost>

***********end httpd.conf***********


**********site config***************

Set($rtname , "<correct hostname> ");
1;


#The name of the database user (inside the database)
Set($DatabaseUser , 'rt_user');

# Password the DatabaseUser should use to access the database
Set($DatabasePassword , 'password');

# The name of the RT's database on your database server
Set($DatabaseName , 'rt3');

***********end site config************



-----Original Message-----
From: Harald Wagener [mailto:hwagener at hamburg.fcb.com] 
Sent: Tuesday, March 28, 2006 10:31 AM
To: Michael Shanks
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Problem when hitting take/resolve


Am 28.03.2006 um 11:03 schrieb Michael Shanks:

> When I hit take or resolve it dumps me to a Cannot Find server  
> errror, this is on a fresh install, it completes the requested  
> action correctly just does not redirect correctly

> Any help?
Only if you'd be so kind as to provide the version of perl, rt,  
apache, database backend accompanied by the relevant part of your  
httpd.conf and RT_SiteConfig.pm - all this you're talking about  
request tracker...



Regards,
     Harald


-- 
Harald Wagener
Technischer Leiter

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

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




-- 
No virus found in this incoming message.
Checked by AVG Free Edition.
Version: 7.1.385 / Virus Database: 268.3.2/294 - Release Date: 3/27/2006


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From ben.robson at classicblue.com.au  Tue Mar 28 07:35:36 2006
From: ben.robson at classicblue.com.au (Ben Robson)
Date: Tue, 28 Mar 2006 23:35:36 +1100
Subject: [rt-users] Bump: Grouping of un-priv user tickets
Message-ID: <E5D4E084CDBAF84C8D69BC83ACAC588233498A@sydcbsexc001.classicblue.corp>

Don't usually like to bump threads, but sometimes they get lost amongst the traffic.  Anyone have any thoughts on this?

________________________________

From: rt-users-bounces at lists.bestpractical.com on behalf of Ben Robson
Sent: Tue 28/03/2006 2:36 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Grouping of un-priv user tickets


All,
 
I, along with others I believe, have been struggling with the issue of allowing un-priv users who work for the same company (customer) to see each others tickets.
 
I have a scrip in place that currently checks the Organization ( my $organization = $self->TransactionObj->CreatorObj->__Value('Organization'); ) of the creator of the ticket and then proceeds to add the details to the CC list of the ticket for all other users who's organization is the same value.
 
This works great, up to a point.....
 
In the event that the Requestor is not the Creator, for example when the requestor calls the company's helpdesk and a helpdesk operator completes the ticket, the Creator's organization details are used and not the Requestor's.
 
This means that when a member of the Requesting company goes to view tickets the created ticket may not be vissible, unless they are explicitly the individual who requested it.
 
Below is my "Customer action preparation code".  Can anyone see how this might be modified such that rather than getting the Creator's organization on the first line, it gets the Requestor's organization instead?
 
 
my $organization = $self->TransactionObj->CreatorObj->__Value('Organization');
my $users = new RT::Users($RT::SystemUser);
my $cclist = $self->TicketObj->Cc;
 
while( my $user = $users->Next )
{
        my $userOrg=$user->Organization;
        if ($organization eq $userOrg) {
       $cclist->AddMember($user->id)
        } 
 $RT::Logger->info( "OnCreateCCDomain scrip added ". $user->Name ." as a CC!" );
}
 
Thanks all, I am sure many may find this useful.
 
Ben Robson
............................................................................................................................

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This email (including all attachments) is intended solely for the named addressee. It is confidential and may contain legally privileged information. If you receive it in error, please let us know by reply email, do not disclose any information contained in it, delete it from your system and destroy any copies. This email is also subject to copyright. No part of it should be reproduced, adapted or transmitted without the written consent of the copyright owner. Emails may be interfered with, may contain computer viruses or other defects and may not be successfully replicated on other systems.

We give no warranties in relation to these matters. If you have any doubts about the authenticity of an email purportedly sent by us, please contact us immediately.  Privacy - Please be aware that information provided in response to this email may contain personal information, which Classic Blue may collect, and use for the purposes of marketing information technology products and services to you.  For further information regarding Classic Blue's privacy policies please refer to www.classicblue.com.au
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From simon.bailey at uibk.ac.at  Tue Mar 28 09:25:01 2006
From: simon.bailey at uibk.ac.at (Simon Bailey)
Date: Tue, 28 Mar 2006 16:25:01 +0200
Subject: [rt-users] enable-layout=fhs does not work as expected
Message-ID: <20060328142501.GI11593@pc6139-c703.uibk.ac.at>

hi,

i'm new to rt, but before attempting to install rt, did read "rt essentials" and
all relevant installation documentation (wiki, README, ...).

trying to configure rt as follows:

./configure --enable-layout=FHS --with-db-host=10.0.0.13 --with-db-rt-host=10.0.0.21 

results in a _lot_ of files being installed to / (yes, the root of the
filesystem /). oh, and quite a few errors when executing chown -R on / entering
/proc ... (which was how i noticed the problem).

maybe somebody should take a look at whether the FHS layout is broken or if it's
just my site that borked.

i'm sure this is not intended and i don't really want to repeat the command to
generate the output of 'make install' to post here after spending almost an hour
cleaning up the mess the installation script made of my filesystem. :( and i
haven't really got any expendable test servers to do that on either.

[ the command ' find . -newer /root/rt-3.4.5/config.status' was very helpful in
this case along with a lot of selective grepping ]

so, what went wrong? i'm not sure, but it seems like the ${prefix} gets lost
somewhere in the 'make install' run.

running 

./configure --enable-layout=FreeBSD --with-db-host=10.0.0.13 --with-db-rt-host=10.0.0.21 

and then 'make install' works (almost) as expected, except for the duplicate / 
at the beginning of all paths and also some of the errors generated by the copy
commands (./local/html, ./local/etc, ...). log of this install run attached
below.

setting up the database was no problem; setting up apache to process rt was easy
as well. running 'apachectl configtest' (or equiv) gave me the following:

<<<
Processing config directory: /usr/local/apache/conf/conf.d/*.conf
 Processing config file: /usr/local/apache/conf/conf.d/mediawiki.conf
 Processing config file: /usr/local/apache/conf/conf.d/php.conf
 Processing config file: /usr/local/apache/conf/conf.d/rt.conf
No root path(s) specified at /usr/local/bin/webmux.pl line 98
Syntax OK
>>>

'apachectl start' doesn't give any errors and rt is accessible via /rt


versions, for your information:
  RHEL 4.0as (stock minimal installation)
  perl 5.8.5 (single thread rpm build)
  rt 3.4.5
  DBIx::SearchBuilder 1.40
  Apache 1.3.34
  mod_perl 1.29
  MySQL 4.1.12-3.RHEL4.1 (RHEL native package)

regards,
sb


-- 
Simon Bailey
Systems Administrator
Institut fuer Informatik
Universitaet Innsbruck
Technikerstrasse 21a/2
A-6020 Innsbruck
Tel: +43 (0) 512 507 - 6433
http://informatik.uibk.ac.at/

'make install' log:
<<<<<
mkdir -p //usr/local/etc/rt3  
cp etc/RT_Config.pm //usr/local/etc/rt3/RT_Config.pm
[ -f //usr/local/etc/rt3/RT_SiteConfig.pm ] || cp etc/RT_SiteConfig.pm //usr/local/etc/rt3/RT_SiteConfig.pm 
chgrp apache //usr/local/etc/rt3/RT_Config.pm
chown root //usr/local/etc/rt3/RT_Config.pm
chgrp apache //usr/local/etc/rt3/RT_SiteConfig.pm
chown root //usr/local/etc/rt3/RT_SiteConfig.pm
Installed configuration. about to install rt in  /usr/local
mkdir -p //var/log
mkdir -p //var/run/rt3/mason_data
mkdir -p //var/run/rt3/mason_data/cache
mkdir -p //var/run/rt3/mason_data/etc
mkdir -p //var/run/rt3/mason_data/obj
mkdir -p //var/run/rt3/session_data
mkdir -p //usr/local/share/rt3/html
mkdir -p //usr/local/share/rt3/local/html
mkdir -p //usr/local/share/rt3/local/etc
mkdir -p //usr/local/share/rt3/local/lib
mkdir -p //usr/local/share/rt3/local/po
[ -d //usr/local/lib/rt3 ] || mkdir -p //usr/local/lib/rt3
cp -rp lib/* //usr/local/lib/rt3
mkdir -p //usr/local/etc/rt3
cp -rp \
etc/acl.* \
  etc/initialdata \
  etc/schema.* \
  //usr/local/etc/rt3
mkdir -p //usr/local/bin
chmod +x bin/rt-mailgate \
  bin/rt-crontool
cp -rp \
  bin/rt-mailgate \
  bin/mason_handler.fcgi \
  bin/mason_handler.scgi \
  bin/standalone_httpd \
  bin/mason_handler.svc \
  bin/rt \
  bin/webmux.pl \
  bin/rt-crontool \
  //usr/local/bin
mkdir -p //usr/local/sbin
chmod +x \
  sbin/rt-dump-database \
  sbin/rt-setup-database \
  sbin/rt-test-dependencies
cp -rp \
  sbin/rt-dump-database \
  sbin/rt-setup-database \
  sbin/rt-test-dependencies \
  //usr/local/sbin
[ -d //usr/local/share/rt3/html ] || mkdir -p //usr/local/share/rt3/html
cp -rp ./html/* //usr/local/share/rt3/html
cp -rp ./local/html/* //usr/local/share/rt3/local/html
cp: cannot stat `./local/html/*': No such file or directory
make: [local-install] Error 1 (ignored)
cp -rp ./local/po/* //usr/local/share/rt3/local/po
cp: cannot stat `./local/po/*': No such file or directory
make: [local-install] Error 1 (ignored)
cp -rp ./local/etc/* //usr/local/share/rt3/local/etc
cp: cannot stat `./local/etc/*': No such file or directory
make: [local-install] Error 1 (ignored)
# RT 3.0.0 - RT 3.0.2 would accidentally create a file instead of a dir
[ -f //usr/local/share/doc/rt3 ] && rm //usr/local/share/doc/rt3 
make: [doc-install] Error 1 (ignored)
[ -d //usr/local/share/doc/rt3 ] || mkdir -p //usr/local/share/doc/rt3
cp -rp ./README //usr/local/share/doc/rt3
# Make the libraries readable
chmod 0755 //usr/local
chown -R root //usr/local/lib/rt3
chgrp -R bin //usr/local/lib/rt3
chmod -R  u+rwX,go-w,go+rX  //usr/local/lib/rt3
chmod 0755 //usr/local/bin
chmod 0755 //usr/local/bin  
chmod 0755 //usr/local/etc/rt3
chmod 0500 //usr/local/etc/rt3/*
#TODO: the config file should probably be able to have its
# owner set separately from the binaries.
chown -R root //usr/local/etc/rt3
chgrp -R apache //usr/local/etc/rt3
chmod 0550 //usr/local/etc/rt3/RT_Config.pm
chmod 0550 //usr/local/etc/rt3/RT_SiteConfig.pm
# Make the interfaces executable
chown root //usr/local/bin/webmux.pl //usr/local/bin/rt-mailgate //usr/local/bin/rt //usr/local/bin/rt-crontool //usr/local/bin/standalone_httpd //usr/local/bin/mason_handler.scgi //usr/local/bin/mason_handler.fcgi //usr/local/bin/mason_handler.svc
chgrp apache //usr/local/bin/webmux.pl //usr/local/bin/rt-mailgate //usr/local/bin/rt //usr/local/bin/rt-crontool //usr/local/bin/standalone_httpd //usr/local/bin/mason_handler.scgi //usr/local/bin/mason_handler.fcgi //usr/local/bin/mason_handler.svc
chmod 0755  //usr/local/bin/webmux.pl //usr/local/bin/rt-mailgate //usr/local/bin/rt //usr/local/bin/rt-crontool //usr/local/bin/standalone_httpd //usr/local/bin/mason_handler.scgi //usr/local/bin/mason_handler.fcgi //usr/local/bin/mason_handler.svc
# Make the web ui readable by all. 
chmod -R  u+rwX,go-w,go+rX  //usr/local/share/rt3/html \
        //usr/local/share/rt3/local/html \
        //usr/local/share/rt3/local/po
chown -R root   //usr/local/share/rt3/html \
      //usr/local/share/rt3/local/html
chgrp -R bin  //usr/local/share/rt3/html \
      //usr/local/share/rt3/local/html
# Make the web ui's data dir writable
chmod 0770    //var/run/rt3/mason_data \
    //var/run/rt3/session_data
chown -R apache   //var/run/rt3/mason_data \
      //var/run/rt3/session_data
chgrp -R apache   //var/run/rt3/mason_data \
      //var/run/rt3/session_data
Congratulations. RT has been installed. 
>>>>
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From sturner at MIT.EDU  Tue Mar 28 10:03:36 2006
From: sturner at MIT.EDU (Stephen Turner)
Date: Tue, 28 Mar 2006 10:03:36 -0500
Subject: [rt-users] email not created for resolved ticket
In-Reply-To: <AB65530E18528C48AE168B428DE6BAEB240DE4@naes3.email.trader. corp>
References: <AB65530E18528C48AE168B428DE6BAEB240DE4@naes3.email.trader.corp>
Message-ID: <6.2.3.4.2.20060328095959.03320808@po14.mit.edu>

At Monday 3/27/2006 11:26 PM, Zul Shariff wrote:
>Hi
>I just started using rt ver 3.4.4. I changed the default template 
>for resolved tickets by removing the From: and Sender: lines and 
>turning 'on' UserFriendlyName setting in the config file. Now it 
>won't create emails for resolved tickets. I tried putting back the 
>From: and Sender: lines but it still won't create and send email to 
>the requestor for resolved ticket.
>The autocreation email works fine as I haven't changed anything in 
>the autoreply template.
>
>Zul Shariff

Zul,

Some things to try:

- can you see any errors in the log that indicate a template error?
- try restoring the original template and see if that works
- are you getting  caught by the Notify Actor feature? 
(http://wiki.bestpractical.com/index.cgi?FAQ : Mail gate)

Good luck,
Steve



From ali.bouirmane at marocconnect.com  Tue Mar 28 10:24:14 2006
From: ali.bouirmane at marocconnect.com (Mohamed Ali Bouirmane)
Date: Tue, 28 Mar 2006 15:24:14 -0000
Subject: [rt-users] Problem with RT CLI
Message-ID: <200603281524.k2SFOLx19878@marocconnect.com>

Hi all,

When i try to run a CLI command:

 

/usr/bin/rt create -t ticket set subject='My Subject' set queue=MyQueue

 

I get the following error message:

 

Can't locate object method "new" via package "URI" at
/usr/share/perl5/HTTP/Request.pm line 82, <STDIN> line 1.

 

 

Thanks in advance

 

 

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From ruslan.zakirov at gmail.com  Tue Mar 28 11:01:28 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 28 Mar 2006 20:01:28 +0400
Subject: [rt-users] weird Slow SelectOwner query
In-Reply-To: <200603281114.58908.laas.toom@eenet.ee>
References: <200603281114.58908.laas.toom@eenet.ee>
Message-ID: <589c94400603280801x3542f661tfd81ba18b8bedd0a@mail.gmail.com>

Could you show full explain for the query?

On 3/28/06, Laas Toom <laas.toom at eenet.ee> wrote:
> Hello!
>
> Some time ago when we upgraded to RT 3.4.5 and MySQL 5.0.18, we started having
> slow SelectOwner queries, but then an answer from this list helped us out -
> we created an extra index to the table CachedGroupMembers:
> create index mbowe_MemberId on CachedGroupMembers(MemberId)
>
> But now we moved the database to dedicated server and again this query takes
> ~8 sec to complete.
> Then I thought this index was not the solution, dropped that extra index, did
> some testing - nothing,  recreated index - still nothing and redropped this
> index.
> Interestingly enough after this last dropping the query started taking 0.8 -
> 1.4 sec. But this probably is some caching by MySQL server, because of
> frequent queries.
>
> BTW, all the times are taken from phpMyAdmin, as RT on fastcgi seems to cache
> this query after first time for each ticket, but as it is mostly needed only
> one time for a ticket, this caching does not help.
>
> The problematic query is:
> SELECT DISTINCT main.*
>   FROM Users main, Principals Principals_1, ACL ACL_2, CachedGroupMembers
> CachedGroupMembers_3
>   WHERE ((ACL_2.PrincipalId = CachedGroupMembers_3.GroupId)) AND
> ((ACL_2.PrincipalType = 'Group')) AND
>      ((ACL_2.RightName = 'OwnTicket')) AND ((CachedGroupMembers_3.MemberId =
> Principals_1.id)) AND
>      ((Principals_1.Disabled = '0')) AND ((Principals_1.PrincipalType =
> 'User')) AND ((Principals_1.id !=
>      '1')) AND ((main.id = Principals_1.id)) AND ((ACL_2.ObjectType =
> 'RT::Ticket' AND ACL_2.ObjectId = 1365)
>      OR (ACL_2.ObjectType = 'RT::Queue' AND ACL_2.ObjectId = 8) OR
> (ACL_2.ObjectType = 'RT::System'))
>   ORDER BY main.Name ASC
>
> After the first dropping of index MySQL EXPLAIN showed that this 'main' table
> is joined first with type='range', rows=9432 and "using where; using
> temporary; using filesort".
>
> After second dropping of the extra index the 'main' table is joined in second,
> the row count increased to 9444, but still this query is faster.
>
> But when I reorder the tables in the query, so that 'main' is last:
> SELECT ...
> FROM Principals Principals_1, ACL ACL_2, CachedGroupMembers
> CachedGroupMembers_3,  Users main
> WHERE ....
>
> Then the query takes 0.0030 sec all the time (as it did before the second
> creation of the index) and 'main' table is joined in as third table with
> type='eq_ref' and rows=1
>
> So I am lost here - is this MySQL problem or can RT be forced to use the
> latter FROM statement so that 'main' table is joined in last?
>
> Any help appreciated.
>
> Best regards,
> Laas Toom

--
Best regards, Ruslan.

From ruslan.zakirov at gmail.com  Tue Mar 28 11:05:37 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 28 Mar 2006 20:05:37 +0400
Subject: [rt-users] resolved ticket email
In-Reply-To: <AB65530E18528C48AE168B428DE6BAEB240DDC@naes3.email.trader.corp>
References: <AB65530E18528C48AE168B428DE6BAEB240DDC@naes3.email.trader.corp>
Message-ID: <589c94400603280805u7c47662cs5b69dac6a9233413@mail.gmail.com>

1) Don't send html emails.
2) Error is logged in the logs
3) code { $Ticket->Transactions->First->Object->Content } is wrong,
should be something like { $Ticket->Transactions->First->Content } to
work at least.

On 3/26/06, Zul Shariff <Zul.Shariff at ca.trader.com> wrote:
>
>
>
>
> Hi
>
> For some reason, when a ticket is resolved an email is not generated. I have the scrip and template configured as shown:
>
> This was working before I removed the From: and Sender: lines from the content of the template.
>
>
>
> Zul Shariff
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly 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 rickr at rice.edu  Tue Mar 28 11:36:35 2006
From: rickr at rice.edu (Rick Russell)
Date: Tue, 28 Mar 2006 10:36:35 -0600
Subject: [rt-users] resolved ticket email
In-Reply-To: <AB65530E18528C48AE168B428DE6BAEB240DDC@naes3.email.trader.corp>
References: <AB65530E18528C48AE168B428DE6BAEB240DDC@naes3.email.trader.corp>
Message-ID: <44296613.4030508@rice.edu>



Zul Shariff wrote:
<some pictures>

I note that you have

  {Transaction-> ...

in your template. Won't work. Use

  {$Transaction-> ...

Rick R.
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From rfh at pipex.net  Tue Mar 28 12:22:47 2006
From: rfh at pipex.net (Roy El-Hames)
Date: Tue, 28 Mar 2006 18:22:47 +0100
Subject: [rt-users] resolved ticket email
In-Reply-To: <589c94400603280805u7c47662cs5b69dac6a9233413@mail.gmail.com>
References: <AB65530E18528C48AE168B428DE6BAEB240DDC@naes3.email.trader.corp>
	<589c94400603280805u7c47662cs5b69dac6a9233413@mail.gmail.com>
Message-ID: <442970E7.10005@pipex.net>

Sorry to butt in , but a related question does { 
$Ticket->Transactions->First->Content }work in 3.4.4.
 I guess it meant to return the very first transaction (in most cases 
the text that Created the ticket), but in my case its the same as 
{$Transaction->Content()}?? ie the current transaction.
rt-3.4.4 dbix 1.33 and mysql 4.17 ..apache2 and modperl2

Roy
Ruslan Zakirov wrote:

>1) Don't send html emails.
>2) Error is logged in the logs
>3) code { $Ticket->Transactions->First->Object->Content } is wrong,
>should be something like { $Ticket->Transactions->First->Content } to
>work at least.
>
>On 3/26/06, Zul Shariff <Zul.Shariff at ca.trader.com> wrote:
>  
>
>>
>>
>>Hi
>>
>>For some reason, when a ticket is resolved an email is not generated. I have the scrip and template configured as shown:
>>
>>This was working before I removed the From: and Sender: lines from the content of the template.
>>
>>
>>
>>Zul Shariff
>>
>>
>>_______________________________________________
>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>>Community help: http://wiki.bestpractical.com
>>Commercial support: sales at bestpractical.com
>>
>>
>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>Buy a copy at http://rtbook.bestpractical.com
>>
>>
>>We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>>
>>
>>    
>>
>
>
>
>--
>Best regards, Ruslan.
>  
>
>------------------------------------------------------------------------
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>Buy a copy at http://rtbook.bestpractical.com
>
>
>We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>



From jcolson at realm.ination.cc  Tue Mar 28 12:28:49 2006
From: jcolson at realm.ination.cc (Joshua Colson)
Date: Tue, 28 Mar 2006 10:28:49 -0700
Subject: [rt-users] perl module dependency rpm packages for SuSE 10
Message-ID: <1143566930.9686.12.camel@s60r.ination.com>

I'm attempting to install RT 3.6pre0 on a SuSE 10 machine (currently in
dev mode using standalone_httpd and sqlite). There are a large number of
missing dependencies and I would like to satisfy them with packaged
versions of the software. I know that 'make fixdeps' will install the
missing modules using CPAN, but I would like to avoid that. Does anyone
know where I might be able to find rpm packages for the myriad
dependencies that RT has which work on SuSE 10?

Thanks in advance.



From Zul.Shariff at ca.trader.com  Tue Mar 28 12:38:02 2006
From: Zul.Shariff at ca.trader.com (Zul Shariff)
Date: Tue, 28 Mar 2006 10:38:02 -0700
Subject: [rt-users] resolved ticket email
Message-ID: <AB65530E18528C48AE168B428DE6BAEB51AA2B@naes3.email.trader.corp>

Hi
I removed the 'transaction' line from the template, restarted the web
server, opened and resolved a ticket and it still didn't send an email
to the requestor. However the log now says that 'no recipients were
found'.

Zul Shariff

-----Original Message-----
From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] 
Sent: Tuesday, March 28, 2006 9:06 AM
To: Zul Shariff
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] resolved ticket email

1) Don't send html emails.
2) Error is logged in the logs
3) code { $Ticket->Transactions->First->Object->Content } is wrong,
should be something like { $Ticket->Transactions->First->Content } to
work at least.

On 3/26/06, Zul Shariff <Zul.Shariff at ca.trader.com> wrote:
>
>
>
>
> Hi
>
> For some reason, when a ticket is resolved an email is not generated.
I have the scrip and template configured as shown:
>
> This was working before I removed the From: and Sender: lines from the
content of the template.
>
>
>
> Zul Shariff
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly 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 barnesaw at ucrwcu.rwc.uc.edu  Tue Mar 28 13:01:07 2006
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Tue, 28 Mar 2006 13:01:07 -0500
Subject: [rt-users] logging
In-Reply-To: <4428C8E7.6050904@internode.com.au>
References: <4428BFAB.6020900@internode.com.au>	<1143521507.26137.1.camel@localhost>	<4428C2D5.8050202@internode.com.au>	<4428C5C4.2030304@u.washington.edu>
	<4428C8E7.6050904@internode.com.au>
Message-ID: <442979E3.3060101@ucrwcu.rwc.uc.edu>

Emergency only logs critical errors.  Debug logs EVERYTHING.

Luke Vanderfluit wrote:
> Hi.
>
> Joby Walker wrote:
>
>> No, alert is the 2nd most restrictive setting, and I don't know if 
>> anything is logged at that level.  The highest I remember seeing is 
>> critical.  Try "debug" and you will definitely see something.
>>
> Ok, thanks for that. I'm surprised that 'alert' which is right up near 
> 'emergency' doesn't show me entries, but 'debug' certainly does \-:
> Anyway, got that working now.
> Thanks.
>
> Luke.
>
>
>
>> jbw
>>
>> Luke Vanderfluit wrote:
>>
>>> OK, I've got both the log directory and the file itself set to 777 
>>> permissions.
>>> There is still nothing getting logged,
>>> I have log level 'alert', shouldn't that be logging nearly 
>>> everything to the file?
>>>
>>> Kind regards.
>>>
>>>
>>> -- 
>>> Luke
>>>
>>>
>>> ------------------------------------------------------------------------ 
>>>
>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>>
>>> We're hiring! Come hack Perl for Best Practical: 
>>> http://bestpractical.com/about/jobs.html
>>
>
>

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



From jszabo at dilligaff.rutgers.edu  Tue Mar 28 13:05:12 2006
From: jszabo at dilligaff.rutgers.edu (joe)
Date: Tue, 28 Mar 2006 13:05:12 -0500 (EST)
Subject: [rt-users] perl module dependency rpm packages for SuSE 10
In-Reply-To: <1143566930.9686.12.camel@s60r.ination.com>
References: <1143566930.9686.12.camel@s60r.ination.com>
Message-ID: <Pine.LNX.4.58.0603281303200.15450@dilligaff.rutgers.edu>

You won't find all of them, but you can search for whatever::whatever in 
the packages descriptions in Yast, when you add/remove programs.

Joe

On Tue, 28 Mar 2006, Joshua Colson wrote:

> I'm attempting to install RT 3.6pre0 on a SuSE 10 machine (currently in
> dev mode using standalone_httpd and sqlite). There are a large number of
> missing dependencies and I would like to satisfy them with packaged
> versions of the software. I know that 'make fixdeps' will install the
> missing modules using CPAN, but I would like to avoid that. Does anyone
> know where I might be able to find rpm packages for the myriad
> dependencies that RT has which work on SuSE 10?
> 
> Thanks in advance.
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 
> 
> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
> 


From KFCrocker at lbl.gov  Tue Mar 28 13:15:04 2006
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 28 Mar 2006 10:15:04 -0800
Subject: [rt-users] email not created for resolved ticket
In-Reply-To: <AB65530E18528C48AE168B428DE6BAEB240DE4@naes3.email.trader.corp>
References: <AB65530E18528C48AE168B428DE6BAEB240DE4@naes3.email.trader.corp>
Message-ID: <44297D28.70902@lbl.gov>

Zul,

    It sounds like your modification has altered the way the template 
reacts to the action. Try putting another of the default templates with 
that action and see if it works (ie. autoreply or one of the notify ....).

Kenn

Zul Shariff wrote:

> Hi
>
> I just started using rt ver 3.4.4. I changed the default template for 
> resolved tickets by removing the From: and Sender: lines and turning 
> 'on' UserFriendlyName setting in the config file. Now it won't create 
> emails for resolved tickets. I tried putting back the From: and 
> Sender: lines but it still won't create and send email to the 
> requestor for resolved ticket.
>
> The autocreation email works fine as I haven't changed anything in the 
> autoreply template.
>
>  
>
> Zul Shariff
>
>------------------------------------------------------------------------
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>Buy a copy at http://rtbook.bestpractical.com
>
>
>We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>
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From ruslan.zakirov at gmail.com  Tue Mar 28 13:27:32 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 28 Mar 2006 22:27:32 +0400
Subject: [rt-users] resolved ticket email
In-Reply-To: <AB65530E18528C48AE168B428DE6BAEB51AA2B@naes3.email.trader.corp>
References: <AB65530E18528C48AE168B428DE6BAEB51AA2B@naes3.email.trader.corp>
Message-ID: <589c94400603281027g7749422bk39b3d8d63dce5a62@mail.gmail.com>

Most probably it's related NotifyActor, see FAQ on the wiki.

On 3/28/06, Zul Shariff <Zul.Shariff at ca.trader.com> wrote:
> Hi
> I removed the 'transaction' line from the template, restarted the web
> server, opened and resolved a ticket and it still didn't send an email
> to the requestor. However the log now says that 'no recipients were
> found'.
>
> Zul Shariff
>
> -----Original Message-----
> From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com]
> Sent: Tuesday, March 28, 2006 9:06 AM
> To: Zul Shariff
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] resolved ticket email
>
> 1) Don't send html emails.
> 2) Error is logged in the logs
> 3) code { $Ticket->Transactions->First->Object->Content } is wrong,
> should be something like { $Ticket->Transactions->First->Content } to
> work at least.
>
> On 3/26/06, Zul Shariff <Zul.Shariff at ca.trader.com> wrote:
> >
> >
> >
> >
> > Hi
> >
> > For some reason, when a ticket is resolved an email is not generated.
> I have the scrip and template configured as shown:
> >
> > This was working before I removed the From: and Sender: lines from the
> content of the template.
> >
> >
> >
> > Zul Shariff
> >
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
> >
> > We're hiring! Come hack Perl for Best Practical:
> http://bestpractical.com/about/jobs.html
> >
> >
>
>
>
> --
> Best regards, Ruslan.
>
>


--
Best regards, Ruslan.

From KFCrocker at lbl.gov  Tue Mar 28 13:35:29 2006
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 28 Mar 2006 10:35:29 -0800
Subject: [rt-users] Grouping of un-priv user tickets
In-Reply-To: <E5D4E084CDBAF84C8D69BC83ACAC5882334985@sydcbsexc001.classicblue.corp>
References: <E5D4E084CDBAF84C8D69BC83ACAC5882334985@sydcbsexc001.classicblue.corp>
Message-ID: <442981F1.3050600@lbl.gov>

Ben,

    There's an awful lot of code in RT that relies on some of the 
default info to remain unchanged, like the requestor. If you need some 
other custom field to show someone else created the request, then fine, 
create the custom field but leave the requestor field alone and make 
sure that when the "creator" creates the ticket, the correct info on the 
"real" requestor (like e_mail, etc.) is put in and I think the Requestor 
will get his e_mail and be able to do whatever rights you gave to the 
requestor role (liek seeQueue, show outgoingmail, showticket, reply to 
ticket, etc.). Our feelings here are that adding custom code should 
NEVER interfere with the code that is already there, it should be extra 
and self-contained. Less chance of messing up a function that was 
already working when the software arrived. But heck, that's just our 
philosphy and what do we know. ;-)

Kenn

Ben Robson wrote:

> All,
>  
> I, along with others I believe, have been struggling with the issue of 
> allowing un-priv users who work for the same company (customer) to see 
> each others tickets.
>  
> I have a scrip in place that currently checks the Organization ( my 
> $organization = 
> $self->TransactionObj->CreatorObj->__Value('Organization'); ) of the 
> creator of the ticket and then proceeds to add the details to the CC 
> list of the ticket for all other users who's organization is the same 
> value.
>  
> This works great, up to a point.....
>  
> In the event that the Requestor is not the Creator, for example when 
> the requestor calls the company's helpdesk and a helpdesk operator 
> completes the ticket, the Creator's organization details are used and 
> not the Requestor's.
>  
> This means that when a member of the Requesting company goes to view 
> tickets the created ticket may not be vissible, unless they are 
> explicitly the individual who requested it.
>  
> Below is my "Customer action preparation code".  Can anyone see how 
> this might be modified such that rather than getting the Creator's 
> organization on the first line, it gets the Requestor's organization 
> instead?
>  
>  
> my $organization = 
> $self->TransactionObj->CreatorObj->__Value('Organization');
> my $users = new RT::Users($RT::SystemUser);
> my $cclist = $self->TicketObj->Cc;
>  
> while( my $user = $users->Next )
> {
>         my $userOrg=$user->Organization;
>         if ($organization eq $userOrg) {
>        $cclist->AddMember($user->id)
>         } 
>  $RT::Logger->info( "OnCreateCCDomain scrip added ". $user->Name ." as 
> a CC!" );
> }
>  
> Thanks all, I am sure many may find this useful.
>  
> Ben Robson
>
>............................................................................................................................
>
>This email (including all attachments) is intended solely for the named addressee. It is confidential and may contain legally privileged information. If you receive it in error, please let us know by reply email, do not disclose any information contained in it, delete it from your system and destroy any copies. This email is also subject to copyright. No part of it should be reproduced, adapted or transmitted without the written consent of the copyright owner. Emails may be interfered with, may contain computer viruses or other defects and may not be successfully replicated on other systems.
>
>We give no warranties in relation to these matters. If you have any doubts about the authenticity of an email purportedly sent by us, please contact us immediately.  Privacy - Please be aware that information provided in response to this email may contain personal information, which Classic Blue may collect, and use for the purposes of marketing information technology products and services to you.  For further information regarding Classic Blue's privacy policies please refer to www.classicblue.com.au
>............................................................................................................................
>  
>
>------------------------------------------------------------------------
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>Buy a copy at http://rtbook.bestpractical.com
>
>
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>
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From Zul.Shariff at ca.trader.com  Tue Mar 28 13:48:24 2006
From: Zul.Shariff at ca.trader.com (Zul Shariff)
Date: Tue, 28 Mar 2006 11:48:24 -0700
Subject: [rt-users] RE: resolved ticket email (Zul Shariff)
Message-ID: <AB65530E18528C48AE168B428DE6BAEB51AA9D@naes3.email.trader.corp>

The email part is working now.
Thanks to all who have replied with suggestions.
I still need to fix the part of the email where it says that it was sent
by nobody at ....

Zul Shariff

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
rt-users-request at lists.bestpractical.com
Sent: Tuesday, March 28, 2006 11:36 AM
To: rt-users at lists.bestpractical.com
Subject: RT-Users Digest, Vol 24, Issue 105

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Today's Topics:

   1. Re: resolved ticket email (Roy El-Hames)
   2. perl module dependency rpm packages for SuSE 10 (Joshua Colson)
   3. RE: resolved ticket email (Zul Shariff)
   4. Re: logging (Drew Barnes)
   5. Re: perl module dependency rpm packages for SuSE 10 (joe)
   6. Re: email not created for resolved ticket (Kenneth Crocker)
   7. Re: resolved ticket email (Ruslan Zakirov)
   8. Re: Grouping of un-priv user tickets (Kenneth Crocker)


----------------------------------------------------------------------

Message: 1
Date: Tue, 28 Mar 2006 18:22:47 +0100
From: Roy El-Hames <rfh at pipex.net>
Subject: Re: [rt-users] resolved ticket email
To: Ruslan Zakirov <ruslan.zakirov at gmail.com>
Cc: Zul Shariff <Zul.Shariff at ca.trader.com>,
	rt-users at lists.bestpractical.com
Message-ID: <442970E7.10005 at pipex.net>
Content-Type: text/plain; charset=ISO-8859-1; format=flowed

Sorry to butt in , but a related question does { 
$Ticket->Transactions->First->Content }work in 3.4.4.
 I guess it meant to return the very first transaction (in most cases 
the text that Created the ticket), but in my case its the same as 
{$Transaction->Content()}?? ie the current transaction.
rt-3.4.4 dbix 1.33 and mysql 4.17 ..apache2 and modperl2

Roy
Ruslan Zakirov wrote:

>1) Don't send html emails.
>2) Error is logged in the logs
>3) code { $Ticket->Transactions->First->Object->Content } is wrong,
>should be something like { $Ticket->Transactions->First->Content } to
>work at least.
>
>On 3/26/06, Zul Shariff <Zul.Shariff at ca.trader.com> wrote:
>  
>
>>
>>
>>Hi
>>
>>For some reason, when a ticket is resolved an email is not generated.
I have the scrip and template configured as shown:
>>
>>This was working before I removed the From: and Sender: lines from the
content of the template.
>>
>>
>>
>>Zul Shariff
>>
>>
>>_______________________________________________
>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>>Community help: http://wiki.bestpractical.com
>>Commercial support: sales at bestpractical.com
>>
>>
>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>Buy a copy at http://rtbook.bestpractical.com
>>
>>
>>We're hiring! Come hack Perl for Best Practical:
http://bestpractical.com/about/jobs.html
>>
>>
>>    
>>
>
>
>
>--
>Best regards, Ruslan.
>  
>
>-----------------------------------------------------------------------
-
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>Buy a copy at http://rtbook.bestpractical.com
>
>
>We're hiring! Come hack Perl for Best Practical:
http://bestpractical.com/about/jobs.html
>



------------------------------

Message: 2
Date: Tue, 28 Mar 2006 10:28:49 -0700
From: Joshua Colson <jcolson at realm.ination.cc>
Subject: [rt-users] perl module dependency rpm packages for SuSE 10
To: rt-users at lists.bestpractical.com
Message-ID: <1143566930.9686.12.camel at s60r.ination.com>
Content-Type: text/plain

I'm attempting to install RT 3.6pre0 on a SuSE 10 machine (currently in
dev mode using standalone_httpd and sqlite). There are a large number of
missing dependencies and I would like to satisfy them with packaged
versions of the software. I know that 'make fixdeps' will install the
missing modules using CPAN, but I would like to avoid that. Does anyone
know where I might be able to find rpm packages for the myriad
dependencies that RT has which work on SuSE 10?

Thanks in advance.



------------------------------

Message: 3
Date: Tue, 28 Mar 2006 10:38:02 -0700
From: "Zul Shariff" <Zul.Shariff at ca.trader.com>
Subject: RE: [rt-users] resolved ticket email
To: "Ruslan Zakirov" <ruslan.zakirov at gmail.com>
Cc: rt-users at lists.bestpractical.com
Message-ID:
	<AB65530E18528C48AE168B428DE6BAEB51AA2B at naes3.email.trader.corp>
Content-Type: text/plain;	charset="us-ascii"

Hi
I removed the 'transaction' line from the template, restarted the web
server, opened and resolved a ticket and it still didn't send an email
to the requestor. However the log now says that 'no recipients were
found'.

Zul Shariff

-----Original Message-----
From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] 
Sent: Tuesday, March 28, 2006 9:06 AM
To: Zul Shariff
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] resolved ticket email

1) Don't send html emails.
2) Error is logged in the logs
3) code { $Ticket->Transactions->First->Object->Content } is wrong,
should be something like { $Ticket->Transactions->First->Content } to
work at least.

On 3/26/06, Zul Shariff <Zul.Shariff at ca.trader.com> wrote:
>
>
>
>
> Hi
>
> For some reason, when a ticket is resolved an email is not generated.
I have the scrip and template configured as shown:
>
> This was working before I removed the From: and Sender: lines from the
content of the template.
>
>
>
> Zul Shariff
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly 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.



------------------------------

Message: 4
Date: Tue, 28 Mar 2006 13:01:07 -0500
From: Drew Barnes <barnesaw at ucrwcu.rwc.uc.edu>
Subject: Re: [rt-users] logging
To: Luke Vanderfluit <lvanderf at internode.com.au>
Cc: rt-users <rt-users at lists.bestpractical.com>
Message-ID: <442979E3.3060101 at ucrwcu.rwc.uc.edu>
Content-Type: text/plain; charset=ISO-8859-1; format=flowed

Emergency only logs critical errors.  Debug logs EVERYTHING.

Luke Vanderfluit wrote:
> Hi.
>
> Joby Walker wrote:
>
>> No, alert is the 2nd most restrictive setting, and I don't know if 
>> anything is logged at that level.  The highest I remember seeing is 
>> critical.  Try "debug" and you will definitely see something.
>>
> Ok, thanks for that. I'm surprised that 'alert' which is right up near

> 'emergency' doesn't show me entries, but 'debug' certainly does \-:
> Anyway, got that working now.
> Thanks.
>
> Luke.
>
>
>
>> jbw
>>
>> Luke Vanderfluit wrote:
>>
>>> OK, I've got both the log directory and the file itself set to 777 
>>> permissions.
>>> There is still nothing getting logged,
>>> I have log level 'alert', shouldn't that be logging nearly 
>>> everything to the file?
>>>
>>> Kind regards.
>>>
>>>
>>> -- 
>>> Luke
>>>
>>>
>>>
------------------------------------------------------------------------

>>>
>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.

>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>>
>>> We're hiring! Come hack Perl for Best Practical: 
>>> http://bestpractical.com/about/jobs.html
>>
>
>

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



------------------------------

Message: 5
Date: Tue, 28 Mar 2006 13:05:12 -0500 (EST)
From: joe <jszabo at dilligaff.rutgers.edu>
Subject: Re: [rt-users] perl module dependency rpm packages for SuSE
	10
To: rt-users at lists.bestpractical.com
Message-ID: <Pine.LNX.4.58.0603281303200.15450 at dilligaff.rutgers.edu>
Content-Type: TEXT/PLAIN; charset=US-ASCII

You won't find all of them, but you can search for whatever::whatever in

the packages descriptions in Yast, when you add/remove programs.

Joe

On Tue, 28 Mar 2006, Joshua Colson wrote:

> I'm attempting to install RT 3.6pre0 on a SuSE 10 machine (currently
in
> dev mode using standalone_httpd and sqlite). There are a large number
of
> missing dependencies and I would like to satisfy them with packaged
> versions of the software. I know that 'make fixdeps' will install the
> missing modules using CPAN, but I would like to avoid that. Does
anyone
> know where I might be able to find rpm packages for the myriad
> dependencies that RT has which work on SuSE 10?
> 
> Thanks in advance.
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 
> 
> We're hiring! Come hack Perl for Best Practical:
http://bestpractical.com/about/jobs.html
> 


------------------------------

Message: 6
Date: Tue, 28 Mar 2006 10:15:04 -0800
From: Kenneth Crocker <KFCrocker at lbl.gov>
Subject: Re: [rt-users] email not created for resolved ticket
To: Zul Shariff <Zul.Shariff at ca.trader.com>
Cc: rt-users at lists.bestpractical.com
Message-ID: <44297D28.70902 at lbl.gov>
Content-Type: text/plain; charset="iso-8859-1"

Zul,

    It sounds like your modification has altered the way the template 
reacts to the action. Try putting another of the default templates with 
that action and see if it works (ie. autoreply or one of the notify
....).

Kenn

Zul Shariff wrote:

> Hi
>
> I just started using rt ver 3.4.4. I changed the default template for 
> resolved tickets by removing the From: and Sender: lines and turning 
> 'on' UserFriendlyName setting in the config file. Now it won't create 
> emails for resolved tickets. I tried putting back the From: and 
> Sender: lines but it still won't create and send email to the 
> requestor for resolved ticket.
>
> The autocreation email works fine as I haven't changed anything in the

> autoreply template.
>
>  
>
> Zul Shariff
>
>-----------------------------------------------------------------------
-
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>Buy a copy at http://rtbook.bestpractical.com
>
>
>We're hiring! Come hack Perl for Best Practical:
http://bestpractical.com/about/jobs.html
>
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------------------------------

Message: 7
Date: Tue, 28 Mar 2006 22:27:32 +0400
From: "Ruslan Zakirov" <ruslan.zakirov at gmail.com>
Subject: Re: [rt-users] resolved ticket email
To: "Zul Shariff" <Zul.Shariff at ca.trader.com>
Cc: rt-users at lists.bestpractical.com
Message-ID:
	<589c94400603281027g7749422bk39b3d8d63dce5a62 at mail.gmail.com>
Content-Type: text/plain; charset=UTF-8

Most probably it's related NotifyActor, see FAQ on the wiki.

On 3/28/06, Zul Shariff <Zul.Shariff at ca.trader.com> wrote:
> Hi
> I removed the 'transaction' line from the template, restarted the web
> server, opened and resolved a ticket and it still didn't send an email
> to the requestor. However the log now says that 'no recipients were
> found'.
>
> Zul Shariff
>
> -----Original Message-----
> From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com]
> Sent: Tuesday, March 28, 2006 9:06 AM
> To: Zul Shariff
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] resolved ticket email
>
> 1) Don't send html emails.
> 2) Error is logged in the logs
> 3) code { $Ticket->Transactions->First->Object->Content } is wrong,
> should be something like { $Ticket->Transactions->First->Content } to
> work at least.
>
> On 3/26/06, Zul Shariff <Zul.Shariff at ca.trader.com> wrote:
> >
> >
> >
> >
> > Hi
> >
> > For some reason, when a ticket is resolved an email is not
generated.
> I have the scrip and template configured as shown:
> >
> > This was working before I removed the From: and Sender: lines from
the
> content of the template.
> >
> >
> >
> > Zul Shariff
> >
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
> >
> > We're hiring! Come hack Perl for Best Practical:
> http://bestpractical.com/about/jobs.html
> >
> >
>
>
>
> --
> Best regards, Ruslan.
>
>


--
Best regards, Ruslan.

------------------------------

Message: 8
Date: Tue, 28 Mar 2006 10:35:29 -0800
From: Kenneth Crocker <KFCrocker at lbl.gov>
Subject: Re: [rt-users] Grouping of un-priv user tickets
To: Ben Robson <ben.robson at classicblue.com.au>
Cc: rt-users at lists.bestpractical.com
Message-ID: <442981F1.3050600 at lbl.gov>
Content-Type: text/plain; charset="iso-8859-1"

Ben,

    There's an awful lot of code in RT that relies on some of the 
default info to remain unchanged, like the requestor. If you need some 
other custom field to show someone else created the request, then fine, 
create the custom field but leave the requestor field alone and make 
sure that when the "creator" creates the ticket, the correct info on the

"real" requestor (like e_mail, etc.) is put in and I think the Requestor

will get his e_mail and be able to do whatever rights you gave to the 
requestor role (liek seeQueue, show outgoingmail, showticket, reply to 
ticket, etc.). Our feelings here are that adding custom code should 
NEVER interfere with the code that is already there, it should be extra 
and self-contained. Less chance of messing up a function that was 
already working when the software arrived. But heck, that's just our 
philosphy and what do we know. ;-)

Kenn

Ben Robson wrote:

> All,
>  
> I, along with others I believe, have been struggling with the issue of

> allowing un-priv users who work for the same company (customer) to see

> each others tickets.
>  
> I have a scrip in place that currently checks the Organization ( my 
> $organization = 
> $self->TransactionObj->CreatorObj->__Value('Organization'); ) of the 
> creator of the ticket and then proceeds to add the details to the CC 
> list of the ticket for all other users who's organization is the same 
> value.
>  
> This works great, up to a point.....
>  
> In the event that the Requestor is not the Creator, for example when 
> the requestor calls the company's helpdesk and a helpdesk operator 
> completes the ticket, the Creator's organization details are used and 
> not the Requestor's.
>  
> This means that when a member of the Requesting company goes to view 
> tickets the created ticket may not be vissible, unless they are 
> explicitly the individual who requested it.
>  
> Below is my "Customer action preparation code".  Can anyone see how 
> this might be modified such that rather than getting the Creator's 
> organization on the first line, it gets the Requestor's organization 
> instead?
>  
>  
> my $organization = 
> $self->TransactionObj->CreatorObj->__Value('Organization');
> my $users = new RT::Users($RT::SystemUser);
> my $cclist = $self->TicketObj->Cc;
>  
> while( my $user = $users->Next )
> {
>         my $userOrg=$user->Organization;
>         if ($organization eq $userOrg) {
>        $cclist->AddMember($user->id)
>         } 
>  $RT::Logger->info( "OnCreateCCDomain scrip added ". $user->Name ." as

> a CC!" );
> }
>  
> Thanks all, I am sure many may find this useful.
>  
> Ben Robson
>
>.......................................................................
.....................................................
>
>This email (including all attachments) is intended solely for the named
addressee. It is confidential and may contain legally privileged
information. If you receive it in error, please let us know by reply
email, do not disclose any information contained in it, delete it from
your system and destroy any copies. This email is also subject to
copyright. No part of it should be reproduced, adapted or transmitted
without the written consent of the copyright owner. Emails may be
interfered with, may contain computer viruses or other defects and may
not be successfully replicated on other systems.
>
>We give no warranties in relation to these matters. If you have any
doubts about the authenticity of an email purportedly sent by us, please
contact us immediately.  Privacy - Please be aware that information
provided in response to this email may contain personal information,
which Classic Blue may collect, and use for the purposes of marketing
information technology products and services to you.  For further
information regarding Classic Blue's privacy policies please refer to
www.classicblue.com.au
>.......................................................................
.....................................................
>  
>
>-----------------------------------------------------------------------
-
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>Buy a copy at http://rtbook.bestpractical.com
>
>
>We're hiring! Come hack Perl for Best Practical:
http://bestpractical.com/about/jobs.html
>
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End of RT-Users Digest, Vol 24, Issue 105
*****************************************



From ali.bouirmane at marocconnect.com  Tue Mar 28 13:51:21 2006
From: ali.bouirmane at marocconnect.com (Mohamed Ali Bouirmane)
Date: Tue, 28 Mar 2006 18:51:21 -0000
Subject: [rt-users] Creating Groups with CLI
Message-ID: <200603281851.k2SIpTx23969@marocconnect.com>

Hi,

is there any way to create groups, and add some rights to them using CLI
(command Line Interface) ? I cannot find anything about this subject in the
documentation nor the "RT Essentials" O'reilly book.

Many thanks.

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From jszabo at dilligaff.rutgers.edu  Tue Mar 28 13:51:56 2006
From: jszabo at dilligaff.rutgers.edu (joe)
Date: Tue, 28 Mar 2006 13:51:56 -0500 (EST)
Subject: [rt-users] "Can't locate mod_perl2.pm in @INC", suse 9.3, rt 3.2.0
In-Reply-To: <FF4FA4421218954E9B0ACC1D01883FFB7923CE@pcn-exch1.pcn.local>
References: <FF4FA4421218954E9B0ACC1D01883FFB7923CE@pcn-exch1.pcn.local>
Message-ID: <Pine.LNX.4.58.0603281349020.30752@dilligaff.rutgers.edu>

The only package for mod_perl in suse linux 9.3 is called
'apache2-mod_perl', which I have installed.  It includes the file

/usr/lib/perl5/vendor_perl/5.8.6/i586-linux-thread-multi/mod_perl.pm

and its version number seems to be '1.99'.  

Joe Szabo
CCF Netops
Rutgers University

On Tue, 28 Mar 2006, Michael Erana wrote:

> Joe,
> 
> Check out:
> 
> http://wiki.bestpractical.com/index.cgi?TroubleShooting
> 
> Is the mod-perl2 package loaded on the server?
> 
> 
> Michael Era?a, CISSP
> CTO
> PC Network, Inc.          
> eranam at lanusa.com   
> 


From KFCrocker at lbl.gov  Tue Mar 28 14:01:37 2006
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 28 Mar 2006 11:01:37 -0800
Subject: [rt-users] Change control
In-Reply-To: <200603141930.k2EJU2gi023333@remora.cc.uic.edu>
References: <200603141930.k2EJU2gi023333@remora.cc.uic.edu>
Message-ID: <44298811.8020804@lbl.gov>

Bob,

    Good point. In fact, as we "evolve" our approval work-flow design, 
we are doing something similar. We have added a couple new "status" 
values and use those in conjuction with some new scrips that trigger off 
actions (like change Queue) to communicate to the requestor that the 
initial request has been approved for work and has been moved to the 
Queue where the work will be done. This keeps all the history with the 
request and puts a BIG smile on our auditors faces. Of course, we like 
having the ability to follow the work-flow ourselves and having an 
approval Queue for the requestors keeps our technical people from 
wasting a lot of time running down problems that aren't technical (like 
permissions or incomplete training, etc.). We are just starting out with 
this flow design and I'm sure we'll have to make a few adjustments, but 
right now it seems to be working really well in test and we're hoping to 
get the final model working, debugged and into production soon (of 
course we'll have to do a lot of maintenance configuration, but well 
worth it). Thanks for your input.

Kenn

Bob Goldstein wrote:

>   You _can_ add new status values to RT.  Check out RT_SiteConfig.pm
>   near the bottom, where it defines @ActiveStatus and @InactiveStatus
>
>   But that's not the same question as tracking changes _to_ RT, is it?
>   Unless you have a procedure of not changing RT until you've
>   created a (approved) ticket that says "I'm about to make the
>   following change to RT".
>
>   As to that, what if you put triggers on the relevant db tables,
>   so as to record any change in a separate audit table?
>
>     bobg
>  
>
>>Chuck,
>>
>>   We are attempting to do just that here at LBNL. The "APPROVAL" setup 
>>in RT does not seem to create the kind of audit trail we would like. We 
>>would like a request to keep it's number, that way every stage, from 
>>approval for work to approval for Acceptance testing to approval for 
>>installation is in history for the same request numer and therefore 
>>easier to track. If RT would allow for a few more options in the 
>>drop-down selection for staus (like "pending approvel", "approved for 
>>work", "approved for QA", "approved for inplementation"), we could write 
>>scrips to move a request from  a particular approval  queue to a work 
>>queue and back to another  approval queue (for QA as an example) and on 
>>to implemntation. That way queues can be used as steps in a work flow 
>>and the history of a request remains intact with the same number, going 
>>    
>>
>>from  queue to queue in the workflow.  Well, anyway, that's one idea we 
>  
>
>>have.  It may require scrips that modify the status field temporarily 
>>until the request can be moved to another queue and modify the status 
>>again. We don't know yet because we are currently in the process of 
>>playing with this design idea, but at least it is an idea that could 
>>work, provided RT can handle the change to the status field.
>>
>>Kenn
>>
>>Chuck Boeheim wrote:
>>
>>    
>>
>>>Hi Folks,
>>>Has anyone come up with any good methodologies for change control
>>>of an RT installation?  Many of the components are database records
>>>that don't seem amenable to CVS control, scrips and templates as well
>>>as custom field definitions and queue setups.  We'd like to have a record
>>>of what changed when and by whom, and be able to reconstruct the
>>>state of the system or back out a change.  Even an audit record of  what
>>>changed would be better than nothing, even if it can't be used directly
>>>for backing out a change.  Has anyone tackled this?
>>>Best,
>>>-Chuck Boeheim
>>>Stanford Linear Accelerator Center
>>>
>>>------------------------------------------------------------------------
>>>
>>>_______________________________________________
>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>>Community help: http://wiki.bestpractical.com
>>>Commercial support: sales at bestpractical.com
>>>
>>>
>>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>>>Buy a copy at http://rtbook.bestpractical.com
>>>
>>>
>>>We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/abo
>>>      
>>>
>>ut/jobs.html
>>    
>>
>>--------------000805060204060805090304
>>Content-Type: text/html; charset=us-ascii
>>Content-Transfer-Encoding: 7bit
>>
>><!DOCTYPE html PUBLIC "-//W3C//DTD HTML 4.01 Transitional//EN">
>><html>
>><head>
>> <meta content="text/html;charset=ISO-8859-1" http-equiv="Content-Type">
>> <title></title>
>></head>
>><body bgcolor="#ffffff" text="#000000">
>>Chuck,<br>
>><br>
>>&nbsp;&nbsp;&nbsp; We are attempting to do just that here at LBNL. The "APPROV
>>AL"
>>setup in RT does not seem to create the kind of audit trail we would
>>like. We would like a request to keep it's number, that way every
>>stage, from approval for work to approval for Acceptance testing to
>>approval for installation is in history for the same request numer and
>>therefore easier to track. If RT would allow for a few more options in
>>the drop-down selection for staus (like "pending approvel", "approved
>>for work", "approved for QA", "approved for inplementation"), we could
>>write scrips to move a request from&nbsp; a particular approval&nbsp; queue to
>>a
>>work queue and back to another&nbsp; approval queue (for QA as an example)
>>and on to implemntation. That way queues can be used as steps in a work
>>flow and the history of a request remains intact with the same number,
>>going from&nbsp; queue to queue in the workflow.&nbsp; Well, anyway, that's on
>>e
>>idea we have.&nbsp; It may require scrips that modify the status field
>>temporarily until the request can be moved to another queue and modify
>>the status again. We don't know yet because we are currently in the
>>process of playing with this design idea, but at least it is an idea
>>that could work, provided RT can handle the change to the status field.<br>
>><br>
>>Kenn<br>
>><br>
>>Chuck Boeheim wrote:<br>
>><blockquote cite="mid4416F775.8020307 at slac.stanford.edu" type="cite">Hi
>>Folks,
>> <br>
>>Has anyone come up with any good methodologies for change control
>> <br>
>>of an RT installation?&nbsp; Many of the components are database records
>> <br>
>>that don't seem amenable to CVS control, scrips and templates as well
>> <br>
>>as custom field definitions and queue setups.&nbsp; We'd like to have a
>>record
>> <br>
>>of what changed when and by whom, and be able to reconstruct the
>> <br>
>>state of the system or back out a change.&nbsp; Even an audit record of&nbsp;
>>what
>> <br>
>>changed would be better than nothing, even if it can't be used directly
>> <br>
>>for backing out a change.&nbsp; Has anyone tackled this?
>> <br>
>>Best,
>> <br>
>>-Chuck Boeheim
>> <br>
>>Stanford Linear Accelerator Center
>> <br>
>> <pre wrap="">
>><hr size="4" width="90%">
>>_______________________________________________
>><a class="moz-txt-link-freetext" href="http://lists.bestpractical.com/cgi-bin/
>>mailman/listinfo/rt-users">http://lists.bestpractical.com/cgi-bin/mailman/list
>>info/rt-users</a>
>>
>>Community help: <a class="moz-txt-link-freetext" href="http://wiki.bestpractic
>>al.com">http://wiki.bestpractical.com</a>
>>Commercial support: <a class="moz-txt-link-abbreviated" href="mailto:sales at bes
>>tpractical.com">sales at bestpractical.com</a>
>>
>>
>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>>Buy a copy at <a class="moz-txt-link-freetext" href="http://rtbook.bestpractic
>>al.com">http://rtbook.bestpractical.com</a>
>>
>>
>>We're hiring! Come hack Perl for Best Practical: <a class="moz-txt-link-freete
>>xt" href="http://bestpractical.com/about/jobs.html">http://bestpractical.com/a
>>bout/jobs.html</a></pre>
>></blockquote>
>></body>
>></html>
>>
>>--------------000805060204060805090304--
>>
>>--===============1567546002==
>>Content-Type: text/plain; charset="us-ascii"
>>MIME-Version: 1.0
>>Content-Transfer-Encoding: 7bit
>>Content-Disposition: inline
>>
>>_______________________________________________
>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>>Community help: http://wiki.bestpractical.com
>>Commercial support: sales at bestpractical.com
>>
>>
>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>>Buy a copy at http://rtbook.bestpractical.com
>>
>>
>>We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/abou
>>t/jobs.html
>>--===============1567546002==--
>>
>>    
>>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>Buy a copy at http://rtbook.bestpractical.com
>
>
>We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>
>  
>
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From ruslan.zakirov at gmail.com  Tue Mar 28 14:13:27 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 28 Mar 2006 23:13:27 +0400
Subject: [rt-users] Scrips order/ or notify syntax
In-Reply-To: <4429128F.6050304@pipex.net>
References: <4429128F.6050304@pipex.net>
Message-ID: <589c94400603281113k2f9e00e4w4ba25986bbf4296a@mail.gmail.com>

http://wiki.bestpractical.com/?ScripExecOrder

On 3/28/06, Roy El-Hames <rfh at pipex.net> wrote:
> Hi there;
> Is there a way to control the order scrips are excuted?
> I have 2 Queue scrips scrip1- on create set an owner pending on certain
> conditions
> scrip2- on create notify the owner..
> Even though I created scrip1 before scrip2, rt seems to run  2 before 1.
> I guess the query that select the scrips to be excuted have no ORDER
> close in it, I can add it but for the life of me I can't find where its
> called from ist Scrip.pm or Scrips.pm
> Another question what is the syntax to notify ..(for example how do I
> write a custom scrip to notify --owner-- with template
> --correpondence--), That way I can combine my 2 scrips into 1.
> My system is rt-3.4.4 , mod perl 2 apache2 mysql 4.1.14 and search
> builder DBIx::SearchBuilder v1.33;
> Many thanks;
> Roy
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>


--
Best regards, Ruslan.

From rickr at rice.edu  Tue Mar 28 14:17:49 2006
From: rickr at rice.edu (Rick Russell)
Date: Tue, 28 Mar 2006 13:17:49 -0600
Subject: [rt-users] Scrips order/ or notify syntax
In-Reply-To: <4429128F.6050304@pipex.net>
References: <4429128F.6050304@pipex.net>
Message-ID: <44298BDD.6030904@rice.edu>



You should defnitely read the article that Ruslan posted. As usual, he
is quick on the draw and correct.

With that said, keep in mind that you shouldn't think of many things in
RT as happening in a certain "order". The system is multithreaded; it's
not waiting for a certain scrip to finish before executing another
scrip. It's running them all at the same time.

Once you get TransactionBatch turned on for your installation, you can
separate scrip execution into two stages.

Rick R.

Roy El-Hames wrote:
> Hi there;
> Is there a way to control the order scrips are excuted?
..
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From jcolson at realm.ination.cc  Tue Mar 28 14:20:21 2006
From: jcolson at realm.ination.cc (Joshua Colson)
Date: Tue, 28 Mar 2006 12:20:21 -0700
Subject: [rt-users] perl module dependency rpm packages for SuSE 10
In-Reply-To: <Pine.LNX.4.58.0603281303200.15450@dilligaff.rutgers.edu>
References: <1143566930.9686.12.camel@s60r.ination.com>
	<Pine.LNX.4.58.0603281303200.15450@dilligaff.rutgers.edu>
Message-ID: <1143573622.9686.18.camel@s60r.ination.com>

On Tue, 2006-03-28 at 13:05 -0500, joe wrote:
> You won't find all of them, but you can search for whatever::whatever in 
> the packages descriptions in Yast, when you add/remove programs.
> 
> Joe
> 

Yes. I had already found some of them using Yast/APT, but there are a
great many that are still missing. I was just hoping somebody else had
already gone to the trouble of packaging them up but I guess most people
are content with 'make fixdeps'.
        
Thanks again.



From cto at lanusa.com  Tue Mar 28 14:39:30 2006
From: cto at lanusa.com (Michael Erana)
Date: Tue, 28 Mar 2006 14:39:30 -0500
Subject: [rt-users] "Can't locate mod_perl2.pm in @INC", suse 9.3, rt 3.2.0
Message-ID: <FF4FA4421218954E9B0ACC1D01883FFB3D354C@pcn-exch1.pcn.local>

You'll need to install the mod_perl2 module then. Not sure if Suse sets up to load from CPAN or from their own repositories... 


Michael Era?a
CTO
PC Network, Inc.
eranam at lanusa.com

-----Original Message-----
From: joe [mailto:jszabo at dilligaff.rutgers.edu] 
Sent: Tuesday, March 28, 2006 1:52 PM
To: Michael Erana
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] "Can't locate mod_perl2.pm in @INC", suse 9.3, rt 3.2.0

The only package for mod_perl in suse linux 9.3 is called 'apache2-mod_perl', which I have installed.  It includes the file

/usr/lib/perl5/vendor_perl/5.8.6/i586-linux-thread-multi/mod_perl.pm

and its version number seems to be '1.99'.  

Joe Szabo
CCF Netops
Rutgers University

On Tue, 28 Mar 2006, Michael Erana wrote:

> Joe,
> 
> Check out:
> 
> http://wiki.bestpractical.com/index.cgi?TroubleShooting
> 
> Is the mod-perl2 package loaded on the server?
> 
> 
> Michael Era?a, CISSP
> CTO
> PC Network, Inc.          
> eranam at lanusa.com   
> 


From c.a.foster at larc.nasa.gov  Tue Mar 28 13:55:39 2006
From: c.a.foster at larc.nasa.gov (Carlton Foster)
Date: Tue, 28 Mar 2006 13:55:39 -0500
Subject: [rt-users] rtir, rtfm, module::AUTOLOAD
Message-ID: <p06230906c04f34bd55db@[146.165.42.106]>

I've got a system running CentOS 4.2 on which I was able to load all 
the Perl dependencies and RT 3.7 no problem.

After making sure RT was working, I went to install RTFM and RTIR. 
Both of these give the same error when doing "perl Makefile.PL".

include /usr/local/src/rtir-20060309/rtfm-2.1/inc/Module/Install.pm
Cannot autoload main - main::AUTOLOAD at inc/Module/Install.pm line 72

Line 72 is in sub autoload and is a }

I get the same error with rtir 1.9, and rtir 1.1.5.  I have not yet 
tried an older version of rtir on this system.

Has anyone tried this preview release yet?  Any ideas what I may be 
doing wrong?
-- 


From nate at seekio.com  Tue Mar 28 14:53:08 2006
From: nate at seekio.com (nate)
Date: Tue, 28 Mar 2006 12:53:08 -0700
Subject: [rt-users] Problem with timezones
Message-ID: <44299424.6010801@seekio.com>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

I've searched through the mailing-list archives, searched google, etc
and not found anyone with this problem.

Basically, it looks like RT is displaying dates and times based on the
system timezone, and the $Timezone setting in the config is ignored.  My
system timezone is set to 'US/Pacific' but I want RT to display
timezones for 'US/Arizona'.  I've tried setting the $Timezone variable
to 'US/Arizona', 'America/Phoenix', 'US/Mountain' and even 'US/Eastern'
but the dates are still displayed in 'US/Pacific' timezone no matter
what I try.  After every change I've done a full stop/start of apache.
I even tried setting the timezone in the User table.  None of it seems
to make a difference.  Grepping through the source for Timezone yields a
function in RT::Date called LocalTimezone, but that function isn't
called by anything else.

Am I missing something? Or is RT not paying attention to the $Timezone
setting?

Thanks,
Nate

- --
:wq
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.4.1 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org

iD8DBQFEKZQjRMRYK1K/wKQRAkB6AJoD7mOuCNb9LTA8Esc25wu2t10kGACgkN9n
Hm+hNBAeXDiK8rctdytX9PI=
=DBPo
-----END PGP SIGNATURE-----


From ruslan.zakirov at gmail.com  Tue Mar 28 15:18:47 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 29 Mar 2006 00:18:47 +0400
Subject: [rt-users] rtir, rtfm, module::AUTOLOAD
In-Reply-To: <p06230906c04f34bd55db@146.165.42.106>
References: <p06230906c04f34bd55db@146.165.42.106>
Message-ID: <589c94400603281218j86b0a50t529ebddce01b5b07@mail.gmail.com>

On 3/28/06, Carlton Foster <c.a.foster at larc.nasa.gov> wrote:
> I've got a system running CentOS 4.2 on which I was able to load all
> the Perl dependencies and RT 3.7 no problem.
>
> After making sure RT was working, I went to install RTFM and RTIR.
> Both of these give the same error when doing "perl Makefile.PL".
>
> include /usr/local/src/rtir-20060309/rtfm-2.1/inc/Module/Install.pm
> Cannot autoload main - main::AUTOLOAD at inc/Module/Install.pm line 72
>
> Line 72 is in sub autoload and is a }
>
> I get the same error with rtir 1.9, and rtir 1.1.5.  I have not yet
> tried an older version of rtir on this system.
>
> Has anyone tried this preview release yet?  Any ideas what I may be
> doing wrong?
It's very early preview :) but anyway try to remove inc/.author dir
after untarring archive and then run 'perl Makefile.PL'

> --
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly 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 psilvao at gmail.com  Tue Mar 28 15:27:12 2006
From: psilvao at gmail.com (Pablo Silva)
Date: Tue, 28 Mar 2006 16:27:12 -0400
Subject: [rt-users] Doubs about RTFM-2.2.0RC2
Message-ID: <e67c476f0603281227q451daa47r53fba46b93c41752@mail.gmail.com>

Folks!

  I've just to install RTFM-2.2.0RC2, our Request Tracker is 3.4.5,
when I try to attach an article to one ticket I get the following
error:

error:   	RT::FM::Article::_UpdateTimeTaken Unimplemented in
RT::Record. (/opt/rt3/lib/RT/Record.pm line 1462)
context:  	
...  	
492:  	else {
493:  	my ( $package, $filename, $line );
494:  	( $package, $filename, $line ) = caller;
495:  	
496:  	die "$AUTOLOAD Unimplemented in $package. ($filename line $line) \n";
497:  	}
498:  	
499:  	}
500:  	
...  	
code stack:  	/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm:496
/opt/rt3/lib/RT/Record.pm:1462
/opt/rt3/lib/RT/Ticket_Overlay.pm:2641
/opt/rt3/lib/RT/Ticket_Overlay.pm:2557
/opt/rt3/lib/RT/Interface/Web.pm:1496
/opt/rt3/lib/RT/Interface/Web.pm:1446
/opt/rt3/share/html/Ticket/Display.html:145
/opt/rt3/share/html/Ticket/Update.html:214
/opt/rt3/share/html/autohandler:215

So what's the next there is a patch for this?

Thanks in advance...

Pablo


From c.a.foster at larc.nasa.gov  Tue Mar 28 15:31:27 2006
From: c.a.foster at larc.nasa.gov (Carlton Foster)
Date: Tue, 28 Mar 2006 15:31:27 -0500
Subject: [rt-users] rtir, rtfm, module::AUTOLOAD
In-Reply-To: <589c94400603281218j86b0a50t529ebddce01b5b07@mail.gmail.com>
References: <p06230906c04f34bd55db@146.165.42.106>
	<589c94400603281218j86b0a50t529ebddce01b5b07@mail.gmail.com>
Message-ID: <p0623090ac04f4c33d5bf@[146.165.42.106]>

Ok, now I get a different error:

Can't call method "load_all_extensions" on an undefined value at 
inc/Module/Install.pm line 112
BEGIN failed--compilation aborted at Makefile.PL line 1

Interesting, line 1 says:  # Line 1

Is something missing there?


At 12:18 AM +0400 3/29/06, Ruslan Zakirov wrote:
>On 3/28/06, Carlton Foster <c.a.foster at larc.nasa.gov> wrote:
>>  I've got a system running CentOS 4.2 on which I was able to load all
>>  the Perl dependencies and RT 3.7 no problem.
>>
>>  After making sure RT was working, I went to install RTFM and RTIR.
>>  Both of these give the same error when doing "perl Makefile.PL".
>>
>>  include /usr/local/src/rtir-20060309/rtfm-2.1/inc/Module/Install.pm
>>  Cannot autoload main - main::AUTOLOAD at inc/Module/Install.pm line 72
>>
>>  Line 72 is in sub autoload and is a }
>>
>>  I get the same error with rtir 1.9, and rtir 1.1.5.  I have not yet
>>  tried an older version of rtir on this system.
>>
>>  Has anyone tried this preview release yet?  Any ideas what I may be
>>  doing wrong?
>It's very early preview :) but anyway try to remove inc/.author dir
>after untarring archive and then run 'perl Makefile.PL'
>
>>  --
>>  _______________________________________________
>>  http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>>  Community help: http://wiki.bestpractical.com
>>  Commercial support: sales at bestpractical.com
>>
>>
>>  Discover RT's hidden secrets with RT Essentials from O'Reilly 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.


-- 
Carlton A. Foster
IT Security Analyst
Genex Systems, ConITS
c.a.foster at larc.nasa.gov
757-864-9697
----
IT Security
itsecurity at larc.nasa.gov
757-864-4200


From andrewe at epcc.ed.ac.uk  Tue Mar 28 15:31:59 2006
From: andrewe at epcc.ed.ac.uk (Andrew Elwell)
Date: Tue, 28 Mar 2006 21:31:59 +0100
Subject: [rt-users] custom scrip
Message-ID: <20060328203159.GA818@garnet.epcc.ed.ac.uk>

Hi folks,

I'm fairly new to rt (hey, but we're loving it so far) and are trying to
integrate it with our legacy helpdesk system (rt only handles
a subset of queries). I have hacked the legacy system to add 
in some extra headers and we want the following to happen

[pseudo code]
if ($requestor =~ /helpdesk at epcc.ed.ac.uk) {
  if (X-Helpdesk: =~ /epccmail/ ) { 
	extract X-Originator: into $requestor
	extract X-QueryNo into $CustomField->EPCC id
  } elsif ( X-Helpdesk =~ /saf/ ) {
	extract X-Queryno into $CustomField->SAF id
  }
}

The book doesn't really give me any clues as to useful ways of doing this
(apart from howto code the scrips) and I found the "ExtractCustomFieldValues" on the wiki.

Basically we just want emails from a certain address (existing helpdesk) 
that come into the general Q  to pre-populate some custom fields and set the 
requestor back to the *real* requestor and move helpdesk into a CC

I'm sure this is trivial, but I'm stumped on the syntax. The book seems to use a lot of $self-> but I got the impression this was becoming depreciated in recent mailing list posts.

oh, we're using rt 3.4.4 (debian package) with fastcgi on apache 2.2
fyi it works a treat with cosign (http://www.umich.edu/~umweb/software/cosign/) as we only have ~6 users who access the gui - all the others are rquestors.


Andrew


  


-- 
Andrew Elwell, System Administrator EPCC
Tel 0131 445 7833 (ACF Building)
Tel 0131 650 5023 (Rm 3309, JCMB)


From ruslan.zakirov at gmail.com  Tue Mar 28 15:39:23 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 29 Mar 2006 00:39:23 +0400
Subject: [rt-users] rtir, rtfm, module::AUTOLOAD
In-Reply-To: <p0623090ac04f4c33d5bf@146.165.42.106>
References: <p06230906c04f34bd55db@146.165.42.106>
	<589c94400603281218j86b0a50t529ebddce01b5b07@mail.gmail.com>
	<p0623090ac04f4c33d5bf@146.165.42.106>
Message-ID: <589c94400603281239m1cfe6ad3h6a79ee362d5e4e3e@mail.gmail.com>

On 3/29/06, Carlton Foster <c.a.foster at larc.nasa.gov> wrote:
> Ok, now I get a different error:
>
> Can't call method "load_all_extensions" on an undefined value at
> inc/Module/Install.pm line 112
> BEGIN failed--compilation aborted at Makefile.PL line 1
>
> Interesting, line 1 says:  # Line 1
>
> Is something missing there?
I think it's problem with Module::Install drop-in solution we use. You
could install Module::Install and Module::Install::RTx from CPAN and
remove inc dir completly and try again. This should work.

I'll look into inc/ dirs later.

>
>
> At 12:18 AM +0400 3/29/06, Ruslan Zakirov wrote:
> >On 3/28/06, Carlton Foster <c.a.foster at larc.nasa.gov> wrote:
> >>  I've got a system running CentOS 4.2 on which I was able to load all
> >>  the Perl dependencies and RT 3.7 no problem.
> >>
> >>  After making sure RT was working, I went to install RTFM and RTIR.
> >>  Both of these give the same error when doing "perl Makefile.PL".
> >>
> >>  include /usr/local/src/rtir-20060309/rtfm-2.1/inc/Module/Install.pm
> >>  Cannot autoload main - main::AUTOLOAD at inc/Module/Install.pm line 72
> >>
> >>  Line 72 is in sub autoload and is a }
> >>
> >>  I get the same error with rtir 1.9, and rtir 1.1.5.  I have not yet
> >>  tried an older version of rtir on this system.
> >>
> >>  Has anyone tried this preview release yet?  Any ideas what I may be
> >>  doing wrong?
> >It's very early preview :) but anyway try to remove inc/.author dir
> >after untarring archive and then run 'perl Makefile.PL'
> >
> >>  --
> >>  _______________________________________________
> >>  http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >>
> >>  Community help: http://wiki.bestpractical.com
> >>  Commercial support: sales at bestpractical.com
> >>
> >>
> >>  Discover RT's hidden secrets with RT Essentials from O'Reilly 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.
>
>
> --
> Carlton A. Foster
> IT Security Analyst
> Genex Systems, ConITS
> c.a.foster at larc.nasa.gov
> 757-864-9697
> ----
> IT Security
> itsecurity at larc.nasa.gov
> 757-864-4200
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly 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 alexmv at bestpractical.com  Tue Mar 28 15:52:25 2006
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Tue, 28 Mar 2006 15:52:25 -0500
Subject: [rt-users] Doubs about RTFM-2.2.0RC2
In-Reply-To: <e67c476f0603281227q451daa47r53fba46b93c41752@mail.gmail.com>
References: <e67c476f0603281227q451daa47r53fba46b93c41752@mail.gmail.com>
Message-ID: <1143579145.10540.4.camel@localhost>

On Tue, 2006-03-28 at 16:27 -0400, Pablo Silva wrote:
> So what's the next there is a patch for this?

This is already fixed in RT 3.5 and above -- I just backported the fix
into 3.4, as well.  Patch is below.
 - Alex

Modified: rt/branches/3.4-RELEASE/lib/RT/Record.pm
==============================================================================
--- rt/branches/3.4-RELEASE/lib/RT/Record.pm    (original)
+++ rt/branches/3.4-RELEASE/lib/RT/Record.pm    Tue Mar 28 15:50:07 2006
@@ -1459,7 +1459,7 @@
 
     $self->_SetLastUpdated;
 
-    if ( defined $args{'TimeTaken'} ) {
+    if ( defined $args{'TimeTaken'} and $self->can('_UpdateTimeTaken'))
{
         $self->_UpdateTimeTaken( $args{'TimeTaken'} );
     }
     if ( $RT::UseTransactionBatch and $transaction ) {



From c.a.foster at larc.nasa.gov  Tue Mar 28 15:52:57 2006
From: c.a.foster at larc.nasa.gov (Carlton Foster)
Date: Tue, 28 Mar 2006 15:52:57 -0500
Subject: [rt-users] rtir, rtfm, module::AUTOLOAD
In-Reply-To: <589c94400603281239m1cfe6ad3h6a79ee362d5e4e3e@mail.gmail.com>
References: <p06230906c04f34bd55db@146.165.42.106>	
	<589c94400603281218j86b0a50t529ebddce01b5b07@mail.gmail.com>	
	<p0623090ac04f4c33d5bf@146.165.42.106>
	<589c94400603281239m1cfe6ad3h6a79ee362d5e4e3e@mail.gmail.com>
Message-ID: <p0623090bc04f525c4754@[146.165.42.106]>

Thanks Ruslan, removing the inc directory for both rtfm and rtir got 
things installed and working.


At 12:39 AM +0400 3/29/06, Ruslan Zakirov wrote:
>On 3/29/06, Carlton Foster <c.a.foster at larc.nasa.gov> wrote:
>>  Ok, now I get a different error:
>>
>>  Can't call method "load_all_extensions" on an undefined value at
>>  inc/Module/Install.pm line 112
>>  BEGIN failed--compilation aborted at Makefile.PL line 1
>>
>>  Interesting, line 1 says:  # Line 1
>>
>>  Is something missing there?
>I think it's problem with Module::Install drop-in solution we use. You
>could install Module::Install and Module::Install::RTx from CPAN and
>remove inc dir completly and try again. This should work.
>
>I'll look into inc/ dirs later.
>
>>
>>
>>  At 12:18 AM +0400 3/29/06, Ruslan Zakirov wrote:
>>  >On 3/28/06, Carlton Foster <c.a.foster at larc.nasa.gov> wrote:
>>  >>  I've got a system running CentOS 4.2 on which I was able to load all
>>  >>  the Perl dependencies and RT 3.7 no problem.
>>  >>
>>  >>  After making sure RT was working, I went to install RTFM and RTIR.
>>  >>  Both of these give the same error when doing "perl Makefile.PL".
>>  >>
>>  >>  include /usr/local/src/rtir-20060309/rtfm-2.1/inc/Module/Install.pm
>>  >>  Cannot autoload main - main::AUTOLOAD at inc/Module/Install.pm line 72
>>  >>
>>  >>  Line 72 is in sub autoload and is a }
>>  >>
>>  >>  I get the same error with rtir 1.9, and rtir 1.1.5.  I have not yet
>>  >>  tried an older version of rtir on this system.
>>  >>
>>  >>  Has anyone tried this preview release yet?  Any ideas what I may be
>>  >>  doing wrong?
>>  >It's very early preview :) but anyway try to remove inc/.author dir
>>  >after untarring archive and then run 'perl Makefile.PL'
>>  >
>>  >>  --
>>  >>  _______________________________________________
>>  >>  http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>  >>
>>  >>  Community help: http://wiki.bestpractical.com
>>  >>  Commercial support: sales at bestpractical.com
>>  >>
>>  >>
>>  >>  Discover RT's hidden secrets with RT Essentials from O'Reilly 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.
>>
>>
>>  --
>>  Carlton A. Foster
>>  IT Security Analyst
>>  Genex Systems, ConITS
>>  c.a.foster at larc.nasa.gov
>>  757-864-9697
>>  ----
>>  IT Security
>>  itsecurity at larc.nasa.gov
>>  757-864-4200
>>  _______________________________________________
>>  http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>>  Community help: http://wiki.bestpractical.com
>>  Commercial support: sales at bestpractical.com
>>
>>
>>  Discover RT's hidden secrets with RT Essentials from O'Reilly 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.


-- 
Carlton A. Foster
IT Security Analyst
Genex Systems, ConITS
c.a.foster at larc.nasa.gov
757-864-9697
----
IT Security
itsecurity at larc.nasa.gov
757-864-4200


From ruslan.zakirov at gmail.com  Tue Mar 28 17:03:12 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 29 Mar 2006 02:03:12 +0400
Subject: [rt-users] Problem with timezones
In-Reply-To: <44299424.6010801@seekio.com>
References: <44299424.6010801@seekio.com>
Message-ID: <589c94400603281403ice87493m8a0dc7ff26ceefe9@mail.gmail.com>

On 3/28/06, nate <nate at seekio.com> wrote:
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
>
> I've searched through the mailing-list archives, searched google, etc
> and not found anyone with this problem.
>
> Basically, it looks like RT is displaying dates and times based on the
> system timezone, and the $Timezone setting in the config is ignored.  My
> system timezone is set to 'US/Pacific' but I want RT to display
> timezones for 'US/Arizona'.  I've tried setting the $Timezone variable
> to 'US/Arizona', 'America/Phoenix', 'US/Mountain' and even 'US/Eastern'
> but the dates are still displayed in 'US/Pacific' timezone no matter
> what I try.  After every change I've done a full stop/start of apache.
> I even tried setting the timezone in the User table.  None of it seems
> to make a difference.  Grepping through the source for Timezone yields a
> function in RT::Date called LocalTimezone, but that function isn't
> called by anything else.
>
> Am I missing something? Or is RT not paying attention to the $Timezone
> setting?
Yep, you're right and RT is using system's timezone settings. You can
set timezone with TZ environment variable when you start your server.
There is work has been done in RT-3.7, but this branch is not marked
as stable yet. You could try to backport changes.

>
> Thanks,
> Nate
>
> - --
> :wq
> -----BEGIN PGP SIGNATURE-----
> Version: GnuPG v1.4.1 (GNU/Linux)
> Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org
>
> iD8DBQFEKZQjRMRYK1K/wKQRAkB6AJoD7mOuCNb9LTA8Esc25wu2t10kGACgkN9n
> Hm+hNBAeXDiK8rctdytX9PI=
> =DBPo
> -----END PGP SIGNATURE-----
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>


--
Best regards, Ruslan.

From watcher at where.net  Tue Mar 28 16:40:27 2006
From: watcher at where.net (Jason Forbes)
Date: Tue, 28 Mar 2006 14:40:27 -0700
Subject: [rt-users] Anyone know the status of RT-ProjectManager?
Message-ID: <4429AD4B.8070603@where.net>

We're looking for someway to extend the project management features of RT.

I found a reference to RT-ProjectManager in the mailing list archives.
Is anyone using it? Is it still under development?

Is anyone else using RT to manage programming (or any) projects?

Thanks, Jason


From jesse at bestpractical.com  Tue Mar 28 17:37:54 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 28 Mar 2006 17:37:54 -0500
Subject: [rt-users] Anyone know the status of RT-ProjectManager?
In-Reply-To: <4429AD4B.8070603@where.net>
References: <4429AD4B.8070603@where.net>
Message-ID: <20060328223753.GR4283@bestpractical.com>




On Tue, Mar 28, 2006 at 02:40:27PM -0700, Jason Forbes wrote:
> We're looking for someway to extend the project management features of RT.
> 
> I found a reference to RT-ProjectManager in the mailing list archives.
> Is anyone using it? Is it still under development?

It's not under active development. It was something we started doing
speculatively for a customer who failed to come trhough with the funding
they'd promised.
Jesse


From jessica6_2000 at yahoo.com  Tue Mar 28 17:58:30 2006
From: jessica6_2000 at yahoo.com (jessica six)
Date: Tue, 28 Mar 2006 14:58:30 -0800 (PST)
Subject: [rt-users] statitstics for RT2
Message-ID: <20060328225830.58333.qmail@web34301.mail.mud.yahoo.com>

Hello, I was trying to find some statistic package
that will work with RT 2.0.15.  Although I found some
links in the RT documentation/lists archive, none of
the links are active.
Does anyone have a copy of any of those statistics
packages?  If it's not too big, I could receive it as
an attachment.
 
Thanks!

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


From mikef at ack.Berkeley.EDU  Tue Mar 28 18:01:41 2006
From: mikef at ack.Berkeley.EDU (Mike Friedman)
Date: Tue, 28 Mar 2006 15:01:41 -0800 (PST)
Subject: [rt-users] RT 3.4.2:  rt-mailgate fails after OpenSSL upgrade
Message-ID: <20060328140824.Y79567@malcolm.berkeley.edu>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

I'm running RT 3.4.2 on FreeBSD 5.4-RELEASE.  I just upgraded OpenSSL from 
0.9.7e to 0.9.8a.  I then reinstalled p5-Crypt-SSLeay, plus some other 
modules(*), which depended on OpenSSL.

Now I find that rt-mailgate crashes.  My RT URL is https, so I guess it 
uses the SSLeay perl module.  But when I originally did a 'pkg_info -rR' 
for OpenSSL, RT didn't show up as requiring it.

Now I don't know what to do.

Since rt-mailgate seems to use LWP::UserAgent, I tried reinstalling that, 
from CPAN.  But I get the same symptom:

     Segmentation fault (core dumped)

Any suggestions, short of reinstalling RT (would that even help)?

If I use an 'http' url, rt-mailgate doesn't crash.  (Unfortunately, this 
doesn't do me much good).

Thanks.

Mike

- -----------------------------------------------------------------

(*) I couldn't use portupgrade, because it requires ruby.  And I couldn't 
install ruby because it requires the new OpenSSL.  So, I decided to use 
'pkg_info -rR' to see what depended on OpenSSL and came up with four 
things:

    mysql-server
    p5-Crypt-SSLeay
    p5-perl-ldap
    qpopper

After upgrading OpenSSL, I installed/reinstalled the above 4 modules. 
And now rt-mailgate dumps core when I run it against an https url.

_____________________________________________________________________
Mike Friedman                   System and Network Security
mikef at ack.Berkeley.EDU          2484 Shattuck Avenue
1-510-642-1410                  University of California at Berkeley
http://ack.Berkeley.EDU/~mikef  http://security.berkeley.edu
_____________________________________________________________________

-----BEGIN PGP SIGNATURE-----
Version: PGP 6.5.8

iQA/AwUBRCnAWK0bf1iNr4mCEQLncQCgspwrSr4yk+y5oPnhCfRVW8D0hacAoI36
6S5dngDrkyN++qu4uduvY0X2
=LXC3
-----END PGP SIGNATURE-----


From rangarajan.radhakrishnan at bms.com  Tue Mar 28 18:00:44 2006
From: rangarajan.radhakrishnan at bms.com (Rangarajan Radhakrishnan)
Date: Tue, 28 Mar 2006 18:00:44 -0500
Subject: [rt-users] Problem with timezones
In-Reply-To: <589c94400603281403ice87493m8a0dc7ff26ceefe9@mail.gmail.com>
References: <44299424.6010801@seekio.com>
	<589c94400603281403ice87493m8a0dc7ff26ceefe9@mail.gmail.com>
Message-ID: <4429C01C.5050505@bms.com>



Ruslan Zakirov wrote:

>On 3/28/06, nate <nate at seekio.com> wrote:
>  
>
>>-----BEGIN PGP SIGNED MESSAGE-----
>>Hash: SHA1
>>
>>I've searched through the mailing-list archives, searched google, etc
>>and not found anyone with this problem.
>>
>>Basically, it looks like RT is displaying dates and times based on the
>>system timezone, and the $Timezone setting in the config is ignored.  My
>>system timezone is set to 'US/Pacific' but I want RT to display
>>timezones for 'US/Arizona'.  I've tried setting the $Timezone variable
>>to 'US/Arizona', 'America/Phoenix', 'US/Mountain' and even 'US/Eastern'
>>but the dates are still displayed in 'US/Pacific' timezone no matter
>>what I try.  After every change I've done a full stop/start of apache.
>>I even tried setting the timezone in the User table.  None of it seems
>>to make a difference.  Grepping through the source for Timezone yields a
>>function in RT::Date called LocalTimezone, but that function isn't
>>called by anything else.
>>
>>Am I missing something? Or is RT not paying attention to the $Timezone
>>setting?
>>    
>>
>Yep, you're right and RT is using system's timezone settings. You can
>set timezone with TZ environment variable when you start your server.
>There is work has been done in RT-3.7, but this branch is not marked
>as stable yet. You could try to backport changes.
>
>  
>
>>Thanks,
>>Nate
>>
>>- --
>>:wq
>>-----BEGIN PGP SIGNATURE-----
>>Version: GnuPG v1.4.1 (GNU/Linux)
>>Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org
>>
>>iD8DBQFEKZQjRMRYK1K/wKQRAkB6AJoD7mOuCNb9LTA8Esc25wu2t10kGACgkN9n
>>Hm+hNBAeXDiK8rctdytX9PI=
>>=DBPo
>>-----END PGP SIGNATURE-----
>>_______________________________________________
>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>>Community help: http://wiki.bestpractical.com
>>Commercial support: sales at bestpractical.com
>>
>>
>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>Buy a copy at http://rtbook.bestpractical.com
>>
>>
>>We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>>
>>    
>>
>
>
>--
>Best regards, Ruslan.
>  
>
>------------------------------------------------------------------------
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>Buy a copy at http://rtbook.bestpractical.com
>
>
>We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>  
>
Version 3.6.0pre:
Also, it appears that when $LogToFileNamed is set in RT_SiteConfig.pm, 
the RT log uses gmtime within brackets. Should this be changed to use 
localtime instead (in lib/RT.pm )

Thanks
-------------- next part --------------
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From watcher at where.net  Tue Mar 28 18:09:32 2006
From: watcher at where.net (Jason Forbes)
Date: Tue, 28 Mar 2006 16:09:32 -0700
Subject: [rt-users] Anyone know the status of RT-ProjectManager?
In-Reply-To: <20060328223753.GR4283@bestpractical.com>
References: <4429AD4B.8070603@where.net>
	<20060328223753.GR4283@bestpractical.com>
Message-ID: <4429C22C.1000804@where.net>

So, is it usable? Or should I look for something else? We can take this
off-list if you'd prefer. Jason

Jesse Vincent wrote:
> 
> 
> On Tue, Mar 28, 2006 at 02:40:27PM -0700, Jason Forbes wrote:
>> We're looking for someway to extend the project management features of RT.
>>
>> I found a reference to RT-ProjectManager in the mailing list archives.
>> Is anyone using it? Is it still under development?
> 
> It's not under active development. It was something we started doing
> speculatively for a customer who failed to come trhough with the funding
> they'd promised.
> Jesse



From kerrboy at gmail.com  Tue Mar 28 18:31:31 2006
From: kerrboy at gmail.com (Brian Kerr)
Date: Tue, 28 Mar 2006 18:31:31 -0500
Subject: [rt-users] upgrading from 3.0.7 to 3.4.5 - old bookmarks are no
	good?
Message-ID: <b83c9e30603281531o2b483852w79fb6b880b3ff5f@mail.gmail.com>

Hi,

I've upgraded from 3.0.7 to 3.4.5 on a new system.  Before I unleash
users on it, I've noticed that old bookmarks do not work in the new
system:

Example:

Old system
http://host/Search/Listing.html?Bookmark=FrT%3B%402%7C%252%7C%241%7C7%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2417%7CSubject%20LIKE%20blah%247%7CSubject%244%7CLIKE%244%7Cblah%241%7C8&TicketsSortBy=LastUpdated&TicketsSortOrder=DESC&RowsPerPage=50

New system
Build:
http://newhost/Search/Build.html?Order=ASC&Query=%20Subject%20LIKE%20'blah'&Rows=0&OrderBy=id&Format='%20%20%20%3Cb%3E%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23'%2C%0A'%3Cb%3E%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject'%2C%0A'__Status__'%2C%0A'__QueueName__'%2C%0A'__OwnerName__'%2C%0A'__Priority__'%2C%0A'__NEWLINE__'%2C%0A''%2C%0A'%3Csmall%3E__Requestors__%3C%2Fsmall%3E'%2C%0A'%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E'%2C%0A'%3Csmall%3E__ToldRelative__%3C%2Fsmall%3E'%2C%0A'%3Csmall%3E__LastUpdatedRelative__%3C%2Fsmall%3E'%2C%0A'%3Csmall%3E__TimeLeft__%3C%2Fsmall%3E'
Bookmarked: http://newhost/Search/Results.html?Order=ASC&Query=%20Subject%20LIKE%20'blah'&Rows=0&OrderBy=id&Page=1&Format='%20%20%20%3Cb%3E%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23'%2C%0A'%3Cb%3E%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject'%2C%0A'__Status__'%2C%0A'__QueueName__'%2C%0A'__OwnerName__'%2C%0A'__Priority__'%2C%0A'__NEWLINE__'%2C%0A''%2C%0A'%3Csmall%3E__Requestors__%3C%2Fsmall%3E'%2C%0A'%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E'%2C%0A'%3Csmall%3E__ToldRelative__%3C%2Fsmall%3E'%2C%0A'%3Csmall%3E__LastUpdatedRelative__%3C%2Fsmall%3E'%2C%0A'%3Csmall%3E__TimeLeft__%3C%2Fsmall%3E'

I can't find any documentation on "3.0.x" bookmarks breaking in newer
versions.  Is this the case?  Is there a workaround?

Thanks,
Brian


From ben.robson at classicblue.com.au  Tue Mar 28 19:43:47 2006
From: ben.robson at classicblue.com.au (Ben Robson)
Date: Wed, 29 Mar 2006 11:43:47 +1100
Subject: [rt-users] Grouping of un-priv user tickets
Message-ID: <E5D4E084CDBAF84C8D69BC83ACAC588233498B@sydcbsexc001.classicblue.corp>

I wasn't planning on altering any of the core code.
 
What I was hoping to do was adapt the below scrip such that where it currently fetches the Creator->Organisation it identifies who the Ticket->Requestor is OnCreate, find's the Requestor's organisation from the $users and then procedes to match other $users against the same organisation, as it does now.
 
I don't think that should require anything further than an embelishment of the existing scrip.
 
The part I am struggling with right now is the bit that says "OK, heres the Requestor, now what's that person's organisation?"  I obviously can't just do RequestorObj->__Value('Organization'); because "RequestorObj" doesn't exist.  So in some way I need to identify the ticket requestor (not part of TransactionObj), and then trawl through $users to find that requestor and then identify that requestor's organisation.
 
Anyone else got any thoughts on this?
 
BenR

________________________________

From: Kenneth Crocker [mailto:KFCrocker at lbl.gov]
Sent: Wed 29/03/2006 4:35 AM
To: Ben Robson
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Grouping of un-priv user tickets


Ben,

    There's an awful lot of code in RT that relies on some of the default info to remain unchanged, like the requestor. If you need some other custom field to show someone else created the request, then fine, create the custom field but leave the requestor field alone and make sure that when the "creator" creates the ticket, the correct info on the "real" requestor (like e_mail, etc.) is put in and I think the Requestor will get his e_mail and be able to do whatever rights you gave to the requestor role (liek seeQueue, show outgoingmail, showticket, reply to ticket, etc.). Our feelings here are that adding custom code should NEVER interfere with the code that is already there, it should be extra and self-contained. Less chance of messing up a function that was already working when the software arrived. But heck, that's just our philosphy and what do we know. ;-)

Kenn

Ben Robson wrote: 

	All,
	 
	I, along with others I believe, have been struggling with the issue of allowing un-priv users who work for the same company (customer) to see each others tickets.
	 
	I have a scrip in place that currently checks the Organization ( my $organization = $self->TransactionObj->CreatorObj->__Value('Organization'); ) of the creator of the ticket and then proceeds to add the details to the CC list of the ticket for all other users who's organization is the same value.
	 
	This works great, up to a point.....
	 
	In the event that the Requestor is not the Creator, for example when the requestor calls the company's helpdesk and a helpdesk operator completes the ticket, the Creator's organization details are used and not the Requestor's.
	 
	This means that when a member of the Requesting company goes to view tickets the created ticket may not be vissible, unless they are explicitly the individual who requested it.
	 
	Below is my "Customer action preparation code".  Can anyone see how this might be modified such that rather than getting the Creator's organization on the first line, it gets the Requestor's organization instead?
	 
	 
	my $organization = $self->TransactionObj->CreatorObj->__Value('Organization');
	my $users = new RT::Users($RT::SystemUser);
	my $cclist = $self->TicketObj->Cc;
	 
	while( my $user = $users->Next )
	{
	        my $userOrg=$user->Organization;
	        if ($organization eq $userOrg) {
	       $cclist->AddMember($user->id)
	        } 
	 $RT::Logger->info( "OnCreateCCDomain scrip added ". $user->Name ." as a CC!" );
	}
	 
	Thanks all, I am sure many may find this useful.
	 
	Ben Robson
	............................................................................................................................
	
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............................................................................................................................

This email (including all attachments) is intended solely for the named addressee. It is confidential and may contain legally privileged information. If you receive it in error, please let us know by reply email, do not disclose any information contained in it, delete it from your system and destroy any copies. This email is also subject to copyright. No part of it should be reproduced, adapted or transmitted without the written consent of the copyright owner. Emails may be interfered with, may contain computer viruses or other defects and may not be successfully replicated on other systems.

We give no warranties in relation to these matters. If you have any doubts about the authenticity of an email purportedly sent by us, please contact us immediately.  Privacy - Please be aware that information provided in response to this email may contain personal information, which Classic Blue may collect, and use for the purposes of marketing information technology products and services to you.  For further information regarding Classic Blue's privacy policies please refer to www.classicblue.com.au
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From jesse at bestpractical.com  Tue Mar 28 19:44:06 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 28 Mar 2006 19:44:06 -0500
Subject: [rt-users] upgrading from 3.0.7 to 3.4.5 - old bookmarks are no
	good?
In-Reply-To: <b83c9e30603281531o2b483852w79fb6b880b3ff5f@mail.gmail.com>
References: <b83c9e30603281531o2b483852w79fb6b880b3ff5f@mail.gmail.com>
Message-ID: <20060329004406.GU4283@bestpractical.com>




On Tue, Mar 28, 2006 at 06:31:31PM -0500, Brian Kerr wrote:
> Hi,
> 
> I've upgraded from 3.0.7 to 3.4.5 on a new system.  Before I unleash
> users on it, I've noticed that old bookmarks do not work in the new
> system:

That's correct. The search system was entirely overhauled in RT 3.2. The
old bookmars are not compatible.


From jesse at bestpractical.com  Tue Mar 28 20:16:23 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 28 Mar 2006 20:16:23 -0500
Subject: [rt-users] Anyone know the status of RT-ProjectManager?
In-Reply-To: <4429C22C.1000804@where.net>
References: <4429AD4B.8070603@where.net>
	<20060328223753.GR4283@bestpractical.com>
	<4429C22C.1000804@where.net>
Message-ID: <20060329011623.GZ4283@bestpractical.com>




On Tue, Mar 28, 2006 at 04:09:32PM -0700, Jason Forbes wrote:
> So, is it usable? Or should I look for something else? We can take this
> off-list if you'd prefer. Jason
>

That particular tool isn't useful these days, though plenty of folks use
regular RT for project management. I'd be thrilled to see or work on
Gantt charts, PERT charts and the rest ;)

Jesse


From lwang at clusterfs.com  Tue Mar 28 22:43:20 2006
From: lwang at clusterfs.com (lwang)
Date: Wed, 29 Mar 2006 11:43:20 +0800
Subject: [rt-users] How to determine the value of a transaction custom field
	in ScripCondition
Message-ID: <442A0258.9070601@clusterfs.com>

Hi there,

I would like to check the value of a transaction custom field in a scrip 
condition to trigger an action.

It seems, however, that I can't achieve this purpose.  I found that the 
custom field for a transaction is not set when IsApplicable() is called.

The transaction custom field is set in Interface/Web.pm separately after 
the transaction is created.

Any alternatives are available?

Any suggestion is appreciated.

- Wang


From jesse at bestpractical.com  Tue Mar 28 23:28:09 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 28 Mar 2006 23:28:09 -0500
Subject: [rt-users] How to determine the value of a transaction custom
	field in ScripCondition
In-Reply-To: <442A0258.9070601@clusterfs.com>
References: <442A0258.9070601@clusterfs.com>
Message-ID: <20060329042809.GE4283@bestpractical.com>


Sometime around 6 months ago, I sent out mail with a patch to enable
this feature. It was way too hacky to be reasonable to include in the
core, but might be reasonable to use in your situation.


On Wed, Mar 29, 2006 at 11:43:20AM +0800, lwang wrote:
> Hi there,
> 
> I would like to check the value of a transaction custom field in a scrip 
> condition to trigger an action.
> 
> It seems, however, that I can't achieve this purpose.  I found that the 
> custom field for a transaction is not set when IsApplicable() is called.
> 
> The transaction custom field is set in Interface/Web.pm separately after 
> the transaction is created.
> 
> Any alternatives are available?
> 
> Any suggestion is appreciated.
> 
> - Wang
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 
> 
> We're hiring! Come hack Perl for Best Practical: 
> http://bestpractical.com/about/jobs.html
> 

-- 


From lwang at clusterfs.com  Wed Mar 29 01:49:19 2006
From: lwang at clusterfs.com (lwang)
Date: Wed, 29 Mar 2006 14:49:19 +0800
Subject: [rt-users] Priority Based Scrip
In-Reply-To: <20051130161735.97756.qmail@web53902.mail.yahoo.com>
References: <20051130161735.97756.qmail@web53902.mail.yahoo.com>
Message-ID: <442A2DEF.9060201@clusterfs.com>

Phanoko wrote:
> I'm in need of a scrip that will check the ticket as
> it's created and if
> it's priority is 4 or greater than e-mail
> 'charliebrown at snoopy.com'
> This is what I've started with.  I just copied and
> pasted from an hour
> script I found so I don't know if it is in any way
> correct.  Anyone's
> help would be awesome.  I'll even buy you lunch if you
> get out to
> Vegas.  :)
> 
> 
> 
>     package RT::Condition::Priority;
>      
>     use strict;
>     use base 'RT::Condition::Generic';
>      
>     sub IsApplicable {
>         my $self = shift;
>      
>         return 0 unless $self->TicketObj->Priority >=
> 4;
>        
>         return 1;
>     }
>      
>     1;
> 

This code doesn't work if you are running rt >= 3.5.5.
When the condition is checked, the priority is not set yet.

> 
> 		
> __________________________________ 
> Start your day with Yahoo! - Make it your home page! 
> http://www.yahoo.com/r/hs
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html



From laas.toom at eenet.ee  Wed Mar 29 03:43:18 2006
From: laas.toom at eenet.ee (Laas Toom)
Date: Wed, 29 Mar 2006 11:43:18 +0300
Subject: [rt-users] weird Slow SelectOwner query
In-Reply-To: <589c94400603280801x3542f661tfd81ba18b8bedd0a@mail.gmail.com>
References: <200603281114.58908.laas.toom@eenet.ee>
	<589c94400603280801x3542f661tfd81ba18b8bedd0a@mail.gmail.com>
Message-ID: <200603291143.19318.laas.toom@eenet.ee>

Tuesday 28 March 2006 7:01 pm Ruslan Zakirov wrote:
> Could you show full explain for the query?

Unfortunately (or fortunately ;-) the query now is planned differently than, 
when I began testing yesterday so I can not give you the very first explain 
output, where the 'main' table was joined in first and which took 8 sec to 
complete.

But below are two different EXPLAINs which I can get right now.
(Use fixed-font to view these tabels, but I also included URLs for screenshots 
of the same tables)

1) The way this query is run now on our server. This query takes 1.5 sec to 
complete and after some runs gets even faster (caching probably).

http://www3.eenet.ee/~laas/explain_select_owners_1.png

SQL query:
EXPLAIN SELECT DISTINCT main.* FROM Users main, Principals Principals_1, ACL
ACL_2, CachedGroupMembers CachedGroupMembers_3 WHERE ((ACL_2.PrincipalId =
CachedGroupMembers_3.GroupId)) AND ((ACL_2.PrincipalType = 'Group')) AND
((ACL_2.RightName = 'OwnTicket')) AND ((CachedGroupMembers_3.MemberId =
Principals_1.id)) AND ((Principals_1.Disabled = '0')) AND
((Principals_1.PrincipalType = 'User')) AND ((Principals_1.id != '1')) AND
((main.id = Principals_1.id)) AND ((ACL_2.ObjectType = 'RT::Ticket' AND
ACL_2.ObjectId = 1365) OR (ACL_2.ObjectType = 'RT::Queue' AND ACL_2.ObjectId =
8) OR (ACL_2.ObjectType = 'RT::System')) ORDER BY main.Name ASC;

EXPLAIN:
id select_ table  type  possible_   key     key_ ref       rows Extra
   type                 keys                len
------------------------------------------------------------------------------
1 SIMPLE  ACL_2  range  ACL1        ACL1    85   NULL        7  Using where;
                                                                Using index;
                                                                Using 
temporary;
                                                                Using filesort
------------------------------------------------------------------------------
1 SIMPLE  main   range  PRIMARY,    PRIMARY 4    NULL      9259 Using where
                        Users3
------------------------------------------------------------------------------
1 SIMPLE  Princi eq_ref PRIMARY     PRIMARY 4    rt3.        1  Using where;
          pals_1                                 main.id        Distinct 
------------------------------------------------------------------------------
1 SIMPLE  Cached ref    DisGrouMem  GrouMem 10   rt3.ACL_2.  1 Using where;
          Group         GrouMem                  PrincipalId,   Using index;
          Members_3     MemberId_idx             rt3.main.id    Distinct


2) The same query, but I have put the 'Users main' table to the last position 
in the FROM statement. This query is fast (0.0032 sec) from the beginning (as 
can be concluded by the small number of rows involved in this).

http://www3.eenet.ee/~laas/explain_select_owners_2.png

SQL query:
EXPLAIN SELECT DISTINCT main.* FROM Principals Principals_1, ACL ACL_2, 
CachedGroupMembers CachedGroupMembers_3, Users main WHERE ((ACL_2.PrincipalId 
= CachedGroupMembers_3.GroupId)) AND ((ACL_2.PrincipalType = 'Group')) AND 
((ACL_2.RightName = 'OwnTicket')) AND ((CachedGroupMembers_3.MemberId = 
Principals_1.id)) AND ((Principals_1.Disabled = '0')) AND 
((Principals_1.PrincipalType = 'User')) AND ((Principals_1.id != '1')) AND 
((main.id = Principals_1.id)) AND ((ACL_2.ObjectType = 'RT::Ticket' AND 
ACL_2.ObjectId = 1365) OR (ACL_2.ObjectType = 'RT::Queue' AND ACL_2.ObjectId 
= 8) OR (ACL_2.ObjectType = 'RT::System')) ORDER BY main.Name ASC;

EXPLAIN:
id select_ table  type   possible_   key      key_ ref       rows Extra
   type                  keys                 len
-----------------------------------------------------------------------------
1  SIMPLE  ACL_2  range  ACL1        ACL1     85   NULL        7  Using where;
                                                                  Using 
-----------------------------------------------------------------------------
1  SIMPLE  Cached ref    DisGrouMem, GrouMem  5    rt3.ACL_2.  4  Using where;
           Group         GrouMem,                  PrincipalId    Using index
           Members_3     MemberId_idx
-----------------------------------------------------------------------------
1  SIMPLE  main   eq_ref PRIMARY,    PRIMARY  4    rt3.CachedG 1           
                         Users3
-----------------------------------------------------------------------------
1  SIMPLE  Princ  eq_ref PRIMARY     PRIMARY  4    rt3.main.id 1  Using where;
           ipals_1                                                Distinct


Best regards,
Laas Toom


From cto at lanusa.com  Wed Mar 29 04:47:21 2006
From: cto at lanusa.com (Michael Erana)
Date: Wed, 29 Mar 2006 04:47:21 -0500
Subject: [rt-users] Anyone know the status of RT-ProjectManager?
Message-ID: <FF4FA4421218954E9B0ACC1D01883FFB792429@pcn-exch1.pcn.local>

Here's out current stab at something like that... Although there is no current PM intelligence to it other than trying to get the relationships mapped in...

https://wiki.lanusa.com/tiki-pagepermissions.php

The spouting on the page are just some VERY random thoughts on my part.

Michael Era?a, CISSP
CTO
PC Network, Inc.          
eranam at lanusa.com   

 

|=> -----Original Message-----
|=> From: rt-users-bounces at lists.bestpractical.com 
|=> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
|=> Of Jesse Vincent
|=> Sent: Tuesday, March 28, 2006 8:16 PM
|=> To: Jason Forbes
|=> Cc: rt-users at lists.bestpractical.com
|=> Subject: Re: [rt-users] Anyone know the status of RT-ProjectManager?
|=> 
|=> 
|=> 
|=> 
|=> On Tue, Mar 28, 2006 at 04:09:32PM -0700, Jason Forbes wrote:
|=> > So, is it usable? Or should I look for something else? We 
|=> can take 
|=> > this off-list if you'd prefer. Jason
|=> >
|=> 
|=> That particular tool isn't useful these days, though plenty 
|=> of folks use regular RT for project management. I'd be 
|=> thrilled to see or work on Gantt charts, PERT charts and the rest ;)
|=> 
|=> Jesse
|=> _______________________________________________
|=> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
|=> 
|=> Community help: http://wiki.bestpractical.com Commercial 
|=> support: sales at bestpractical.com
|=> 
|=> 
|=> Discover RT's hidden secrets with RT Essentials from 
|=> O'Reilly Media. 
|=> Buy a copy at http://rtbook.bestpractical.com
|=> 
|=> 
|=> We're hiring! Come hack Perl for Best Practical: 
|=> http://bestpractical.com/about/jobs.html
|=> 


From tim at timothyarnold.co.uk  Wed Mar 29 05:31:54 2006
From: tim at timothyarnold.co.uk (Timothy Arnold)
Date: Wed, 29 Mar 2006 11:31:54 +0100 (BST)
Subject: [rt-users] Blank Emails?
Message-ID: <43903.217.10.128.170.1143628314.squirrel@webmail.ukshells.co.uk>

Hello RT Users!

I am having a rather strange problem. When I send a reply to a ticket,
occasionally the email that the customer receives is blank, although in
the support system it is fine and I can see the text?

When I reply again, and BCC myself, it works...

Any thoughts?

Cheers
Tim



From jesse at bestpractical.com  Wed Mar 29 08:11:14 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 29 Mar 2006 08:11:14 -0500
Subject: [rt-users] Blank Emails?
In-Reply-To: <43903.217.10.128.170.1143628314.squirrel@webmail.ukshells.co.uk>
References: <43903.217.10.128.170.1143628314.squirrel@webmail.ukshells.co.uk>
Message-ID: <20060329131113.GN4283@bestpractical.com>




On Wed, Mar 29, 2006 at 11:31:54AM +0100, Timothy Arnold wrote:
> Hello RT Users!
> 
> I am having a rather strange problem. When I send a reply to a ticket,
> occasionally the email that the customer receives is blank, although in
> the support system it is fine and I can see the text?

What version of RT are you using? Are these users yahoo webmail users? 
It's a known bug we fixed quite a while ago.

> 
> When I reply again, and BCC myself, it works...
> 
> Any thoughts?
> 
> Cheers
> Tim
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
> 
> 
> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
> 

-- 


From ruslan.zakirov at gmail.com  Wed Mar 29 09:06:23 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 29 Mar 2006 18:06:23 +0400
Subject: [rt-users] RT 3.4.2: rt-mailgate fails after OpenSSL upgrade
In-Reply-To: <20060328140824.Y79567@malcolm.berkeley.edu>
References: <20060328140824.Y79567@malcolm.berkeley.edu>
Message-ID: <589c94400603290606r64a4f7ech7a092c3dc5c2b052@mail.gmail.com>

You have to reinstall all perl modules that are linked to libssl, to
get list of files you can use next command:

find /usr/lib/perl5/ -name '*.so' | xargs ldd | perl -n -e 'chomp;
$last = $_ if /^\S/; print "$last $_\n" if /^\s/' | grep -i ssl

On 3/29/06, Mike Friedman <mikef at ack.berkeley.edu> wrote:
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
>
> I'm running RT 3.4.2 on FreeBSD 5.4-RELEASE.  I just upgraded OpenSSL from
> 0.9.7e to 0.9.8a.  I then reinstalled p5-Crypt-SSLeay, plus some other
> modules(*), which depended on OpenSSL.
>
> Now I find that rt-mailgate crashes.  My RT URL is https, so I guess it
> uses the SSLeay perl module.  But when I originally did a 'pkg_info -rR'
> for OpenSSL, RT didn't show up as requiring it.
>
> Now I don't know what to do.
>
> Since rt-mailgate seems to use LWP::UserAgent, I tried reinstalling that,
> from CPAN.  But I get the same symptom:
>
>      Segmentation fault (core dumped)
>
> Any suggestions, short of reinstalling RT (would that even help)?
>
> If I use an 'http' url, rt-mailgate doesn't crash.  (Unfortunately, this
> doesn't do me much good).
>
> Thanks.
>
> Mike
>
> - -----------------------------------------------------------------
>
> (*) I couldn't use portupgrade, because it requires ruby.  And I couldn't
> install ruby because it requires the new OpenSSL.  So, I decided to use
> 'pkg_info -rR' to see what depended on OpenSSL and came up with four
> things:
>
>     mysql-server
>     p5-Crypt-SSLeay
>     p5-perl-ldap
>     qpopper
>
> After upgrading OpenSSL, I installed/reinstalled the above 4 modules.
> And now rt-mailgate dumps core when I run it against an https url.
>
> _____________________________________________________________________
> Mike Friedman                   System and Network Security
> mikef at ack.Berkeley.EDU          2484 Shattuck Avenue
> 1-510-642-1410                  University of California at Berkeley
> http://ack.Berkeley.EDU/~mikef  http://security.berkeley.edu
> _____________________________________________________________________
>
> -----BEGIN PGP SIGNATURE-----
> Version: PGP 6.5.8
>
> iQA/AwUBRCnAWK0bf1iNr4mCEQLncQCgspwrSr4yk+y5oPnhCfRVW8D0hacAoI36
> 6S5dngDrkyN++qu4uduvY0X2
> =LXC3
> -----END PGP SIGNATURE-----
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>


--
Best regards, Ruslan.

From psilvao at gmail.com  Wed Mar 29 09:25:57 2006
From: psilvao at gmail.com (Pablo Silva)
Date: Wed, 29 Mar 2006 10:25:57 -0400
Subject: [rt-users] Doubs about RTFM-2.2.0RC2
In-Reply-To: <1143579145.10540.4.camel@localhost>
References: <e67c476f0603281227q451daa47r53fba46b93c41752@mail.gmail.com>
	<1143579145.10540.4.camel@localhost>
Message-ID: <e67c476f0603290625q7be35a93qae57cfc5d8e0e283@mail.gmail.com>

Hi Alex:

  Thanks for your response, when I try to apply the patch I get the
following error:

[root at sar parches]# patch -p1 Record.pm.sinparche < parche.txt
patching file Record.pm.sinparche
patch: **** malformed patch at line 7: $self->_SetLastUpdated;

 Why this?, attach the patch file for your inspection

Greetings,
Pablo


On 3/28/06, Alex Vandiver <alexmv at bestpractical.com> wrote:
> On Tue, 2006-03-28 at 16:27 -0400, Pablo Silva wrote:
> > So what's the next there is a patch for this?
>
> This is already fixed in RT 3.5 and above -- I just backported the fix
> into 3.4, as well.  Patch is below.
>  - Alex
>
> Modified: rt/branches/3.4-RELEASE/lib/RT/Record.pm
> ==============================================================================
> --- rt/branches/3.4-RELEASE/lib/RT/Record.pm    (original)
> +++ rt/branches/3.4-RELEASE/lib/RT/Record.pm    Tue Mar 28 15:50:07 2006
> @@ -1459,7 +1459,7 @@
>
>      $self->_SetLastUpdated;
>
> -    if ( defined $args{'TimeTaken'} ) {
> +    if ( defined $args{'TimeTaken'} and $self->can('_UpdateTimeTaken'))
> {
>          $self->_UpdateTimeTaken( $args{'TimeTaken'} );
>      }
>      if ( $RT::UseTransactionBatch and $transaction ) {
>
>
-------------- next part --------------
Modified: rt/branches/3.4-RELEASE/lib/RT/Record.pm
==============================================================================
--- rt/branches/3.4-RELEASE/lib/RT/Record.pm (original)
+++ rt/branches/3.4-RELEASE/lib/RT/Record.pm Tue Mar 28 15:50:07 2006
@@ -1459,7 +1459,8 @@

$self->_SetLastUpdated;

- if ( defined $args{'TimeTaken'} ) {
+ if ( defined $args{'TimeTaken'} and $self->can('_UpdateTimeTaken'))
{
$self->_UpdateTimeTaken( $args{'TimeTaken'} );
}
if ( $RT::UseTransactionBatch and $transaction ) {

From alexmv at bestpractical.com  Wed Mar 29 09:53:01 2006
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Wed, 29 Mar 2006 09:53:01 -0500
Subject: [rt-users] Doubs about RTFM-2.2.0RC2
In-Reply-To: <e67c476f0603290625q7be35a93qae57cfc5d8e0e283@mail.gmail.com>
References: <e67c476f0603281227q451daa47r53fba46b93c41752@mail.gmail.com>
	<1143579145.10540.4.camel@localhost>
	<e67c476f0603290625q7be35a93qae57cfc5d8e0e283@mail.gmail.com>
Message-ID: <1143643982.27106.1.camel@localhost>

On Wed, 2006-03-29 at 10:25 -0400, Pablo Silva wrote:
>  Why this?, attach the patch file for your inspection

Whitespace is significant in patch files, and you seem to have failed to
copy it correctly.  Try the attached.
 - Alex


From dave at evolvetech.com  Wed Mar 29 09:57:57 2006
From: dave at evolvetech.com (Dave Sobel)
Date: Wed, 29 Mar 2006 09:57:57 -0500
Subject: [rt-users] Converter issue on convert from RT2 to RT3, expanded
In-Reply-To: <442805B6.9080100@redpepperracing.com>
References: <E8CB4D2D-859A-4DB5-B3BF-4609A67FF78B@evolvetech.com>	<589c94400603220643t29c05fcmf154f93796a623e1@mail.gmail.com>	<A61A2C95-DB9A-4621-9288-838803F6DFCF@evolvetech.com>
	<20060327133844.GT4283@bestpractical.com>
	<442805B6.9080100@redpepperracing.com>
Message-ID: <9F5997B3-DC3B-4F41-AFA6-E30D9EB609B0@evolvetech.com>

Here's my current problem on this.

The machine this is running on is OLD -- very old.   We have about  
80,000 tickets.    It took 4 days to do 55,000 tickets, and the  
conversion crashed.

Is it possible to run this conversion on another machine?  Would I  
install RT2 on a box, and then run the conversion there?   What parts  
are required for the conversion tool -- could I do both parts on the  
new box?

Dave

On Mar 27, 2006, at 10:33 AM, Tom Lichti wrote:

> Jesse Vincent wrote:
>> On Sat, Mar 25, 2006 at 04:41:42PM -0500, Dave Sobel wrote:
>>
>>> That was the actual error.  Discovered that the problem was that  
>>> the  script was pointing to the wrong location.
>>>
>>> What is the maximum size people have used with the exporter?  We  
>>> have  some 80000 tickets (spam has been a problem), and we're  
>>> seeing a  very, very slow conversion.
>>>
>>
>> I've done a 400,000 ticket conversion in about 36 hours. It would  
>> have
>> been about 24 if I'd been monitoring the import and seen that an
>> additional index on cachedgroupmembers was needed for the queries  
>> done
>> by the migration tool.
>>
> It took me about 14 hours to do ~ 33,000 tickets on a quad P3 700  
> machine with 2GB RAM.
>
> Tom



From cmap_sec at yahoo.co.uk  Wed Mar 29 10:12:25 2006
From: cmap_sec at yahoo.co.uk (Elaine .)
Date: Wed, 29 Mar 2006 16:12:25 +0100 (BST)
Subject: [rt-users] rt permission query
Message-ID: <20060329151225.1285.qmail@web26802.mail.ukl.yahoo.com>

hi
I have a requirement to set a queue with group A that
can see only group A's faults, group B that can only
see group B's faults within that one queue. If i don't
grant anything they can only see their own faults, not
the group as a whole. If i give them ShowTickets they
see all the faults in the queue. Is there a way to do
this ? Thanks
Elaine


		
___________________________________________________________ 
Yahoo! Photos ? NEW, now offering a quality print service from just 8p a photo http://uk.photos.yahoo.com


From jfenner at vitamix.com  Wed Mar 29 10:13:01 2006
From: jfenner at vitamix.com (Jason Fenner)
Date: Wed, 29 Mar 2006 10:13:01 -0500
Subject: [rt-users] statitstics for RT2
In-Reply-To: <20060328225830.58333.qmail@web34301.mail.mud.yahoo.com>
References: <20060328225830.58333.qmail@web34301.mail.mud.yahoo.com>
Message-ID: <442AA3FD.7070904@vitamix.com>

Hi Jessica:

Follow this link:

http://wiki.bestpractical.com/index.cgi?RT3StatisticsPackage

You will want to install the RTx::Statistics package.  I also am 
developing a perl script to email RT reports as well, if you are interested.

Jason Fenner

jessica six wrote:

>Hello, I was trying to find some statistic package
>that will work with RT 2.0.15.  Although I found some
>links in the RT documentation/lists archive, none of
>the links are active.
>Does anyone have a copy of any of those statistics
>packages?  If it's not too big, I could receive it as
>an attachment.
> 
>Thanks!
>
>__________________________________________________
>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 alexmv at bestpractical.com  Wed Mar 29 10:15:06 2006
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Wed, 29 Mar 2006 10:15:06 -0500
Subject: [rt-users] Doubs about RTFM-2.2.0RC2
In-Reply-To: <1143643982.27106.1.camel@localhost>
References: <e67c476f0603281227q451daa47r53fba46b93c41752@mail.gmail.com>
	<1143579145.10540.4.camel@localhost>
	<e67c476f0603290625q7be35a93qae57cfc5d8e0e283@mail.gmail.com>
	<1143643982.27106.1.camel@localhost>
Message-ID: <1143645307.27106.3.camel@localhost>

On Wed, 2006-03-29 at 09:53 -0500, Alex Vandiver wrote:
> Whitespace is significant in patch files, and you seem to have failed to
> copy it correctly.  Try the attached.

..helps if I actually attach it.
 - Alex
-------------- next part --------------
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From jfenner at vitamix.com  Wed Mar 29 10:24:03 2006
From: jfenner at vitamix.com (Jason Fenner)
Date: Wed, 29 Mar 2006 10:24:03 -0500
Subject: [rt-users] rt permission query
In-Reply-To: <20060329151225.1285.qmail@web26802.mail.ukl.yahoo.com>
References: <20060329151225.1285.qmail@web26802.mail.ukl.yahoo.com>
Message-ID: <442AA693.7000203@vitamix.com>

Well, the easiest way to do this is to create two seperate queues AND 
two seperate groups.

Queue: A Group: A - Grant Show Tickets on the global queue settings
Queue: B Group: B - Grant Show Tickets on the global queue settings

By default don't grant any rights to group A or B (it is implied that no 
rights are granted to Everyone). Enter the group rights on each 
respective queue and give each group the rights you want them to have on 
each queue.

Let me know if you need any more help with this.

Jason Fenner

Elaine . wrote:

>hi
>I have a requirement to set a queue with group A that
>can see only group A's faults, group B that can only
>see group B's faults within that one queue. If i don't
>grant anything they can only see their own faults, not
>the group as a whole. If i give them ShowTickets they
>see all the faults in the queue. Is there a way to do
>this ? Thanks
>Elaine
>
>
>		
>___________________________________________________________ 
>Yahoo! Photos ? NEW, now offering a quality print service from just 8p a photo http://uk.photos.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 telemole at gmail.com  Wed Mar 29 10:18:40 2006
From: telemole at gmail.com (TeleMole)
Date: Wed, 29 Mar 2006 10:18:40 -0500
Subject: [rt-users] rt: Malformed RT response from CLI
Message-ID: <cedb34f60603290718h4d7381e8x939f1526cfbcada9@mail.gmail.com>

Hi all,

We have our RT system up and running and have started adding queues
etc.  I realized that the CLI will be required to populate a bunch of
items quickly

I started reading teh CLI guide in the RT:Essentials book - and right
from the first test command : rt list "status='new'"  I am getting the
"rt: Malformed RT response"  error

Can anyone shed some light on this?

fyi : when i run 'rt' i get the following screen : the preview release
item made me wonder if i had a bad version installed


** THIS IS AN UNSUPPORTED PREVIEW RELEASE **
** PLEASE REPORT BUGS TO rt-bugs at fsck.com **

This is a command-line interface to RT 3.

It allows you to interact with an RT server over HTTP, and offers an
interface to RT's functionality that is better-suited to automation
and integration with other tools.

In general, each invocation of this program should specify an action
to perform on one or more objects, and any other arguments required
to complete the desired action.

For more information:

    - rt help actions       (a list of possible actions)
    - rt help objects       (how to specify objects)
    - rt help usage         (syntax information)

    - rt help config        (configuration details)
    - rt help examples      (a few useful examples)
    - rt help topics        (a list of help topics)


From jfenner at vitamix.com  Wed Mar 29 10:37:56 2006
From: jfenner at vitamix.com (Jason Fenner)
Date: Wed, 29 Mar 2006 10:37:56 -0500
Subject: [rt-users] statitstics for RT2
In-Reply-To: <63BEA5E623E09F4D92233FB12A9F79434662@emailmn.mqsoftware.com>
References: <63BEA5E623E09F4D92233FB12A9F79434662@emailmn.mqsoftware.com>
Message-ID: <442AA9D4.2070008@vitamix.com>

Oopps!

:)

Yea, failed to notice that they were looking for stats on a legacy RT 
system.  I agree with you, it probably won't work.

Kelly F. Hickel wrote:

>Well, I kind of doubt that the RT 3 stats package will work with RT
>2.0.15, but I've been surprised before!
>
>  
>




From kfh at mqsoftware.com  Wed Mar 29 10:36:14 2006
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Wed, 29 Mar 2006 09:36:14 -0600
Subject: [rt-users] statitstics for RT2
Message-ID: <63BEA5E623E09F4D92233FB12A9F79434662@emailmn.mqsoftware.com>

Well, I kind of doubt that the RT 3 stats package will work with RT
2.0.15, but I've been surprised before!

-- 
 
Kelly F. Hickel
Senior Software Architect
MQSoftware, Inc
952.345.8677
kfh at mqsoftware.com

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jason
Fenner
Sent: Wednesday, March 29, 2006 9:13 AM
To: jessica six
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] statitstics for RT2

Hi Jessica:

Follow this link:

http://wiki.bestpractical.com/index.cgi?RT3StatisticsPackage

You will want to install the RTx::Statistics package.  I also am 
developing a perl script to email RT reports as well, if you are
interested.

Jason Fenner

jessica six wrote:

>Hello, I was trying to find some statistic package
>that will work with RT 2.0.15.  Although I found some
>links in the RT documentation/lists archive, none of
>the links are active.
>Does anyone have a copy of any of those statistics
>packages?  If it's not too big, I could receive it as
>an attachment.
> 
>Thanks!
>
>__________________________________________________
>Do You Yahoo!?
>Tired of spam?  Yahoo! Mail has the best spam protection around 
>http://mail.yahoo.com 
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>Buy a copy at http://rtbook.bestpractical.com
>
>
>We're hiring! Come hack Perl for Best Practical:
http://bestpractical.com/about/jobs.html
>
>  
>


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

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


We're hiring! Come hack Perl for Best Practical:
http://bestpractical.com/about/jobs.html


From psilvao at gmail.com  Wed Mar 29 11:05:49 2006
From: psilvao at gmail.com (Pablo Silva)
Date: Wed, 29 Mar 2006 12:05:49 -0400
Subject: [rt-users] statitstics for RT2
In-Reply-To: <442AA9D4.2070008@vitamix.com>
References: <63BEA5E623E09F4D92233FB12A9F79434662@emailmn.mqsoftware.com>
	<442AA9D4.2070008@vitamix.com>
Message-ID: <e67c476f0603290805v8541272of9457c1eae673575@mail.gmail.com>

Jessica:

 The other solution for you statistic package is programmer an excel
Worksheet by macros, you need ODBC driver for your database of rt3, I
get one because I had to programer it but in spanish for our helpdesk
if you want I can send you.

 Greetings from Chile,
 Pablo

On 3/29/06, Jason Fenner <jfenner at vitamix.com> wrote:
> Oopps!
>
> :)
>
> Yea, failed to notice that they were looking for stats on a legacy RT
> system.  I agree with you, it probably won't work.
>
> Kelly F. Hickel wrote:
>
> >Well, I kind of doubt that the RT 3 stats package will work with RT
> >2.0.15, but I've been surprised before!
> >
> >
> >
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly 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 ctpm at ist.utl.pt  Wed Mar 29 10:58:29 2006
From: ctpm at ist.utl.pt (Claudio Martins)
Date: Wed, 29 Mar 2006 16:58:29 +0100
Subject: [rt-users] Converter issue on convert from RT2 to RT3, expanded
In-Reply-To: <9F5997B3-DC3B-4F41-AFA6-E30D9EB609B0@evolvetech.com>
References: <E8CB4D2D-859A-4DB5-B3BF-4609A67FF78B@evolvetech.com>
	<589c94400603220643t29c05fcmf154f93796a623e1@mail.gmail.com>
	<A61A2C95-DB9A-4621-9288-838803F6DFCF@evolvetech.com>
	<20060327133844.GT4283@bestpractical.com>
	<442805B6.9080100@redpepperracing.com>
	<9F5997B3-DC3B-4F41-AFA6-E30D9EB609B0@evolvetech.com>
Message-ID: <1143647909.442aaea53f06f@mail.ist.utl.pt>

Citando Dave Sobel <dave at evolvetech.com>:

> Here's my current problem on this.
> 
> The machine this is running on is OLD -- very old.   We have about  
> 80,000 tickets.    It took 4 days to do 55,000 tickets, and the  
> conversion crashed.
> 
> Is it possible to run this conversion on another machine?  Would I  
> install RT2 on a box, and then run the conversion there?   What parts  
> are required for the conversion tool -- could I do both parts on the  
> new box?
> 

 If rt-2.0-to-dumpfile is taking too long on that old machine, I think you 
should try to dump the SQL database to a faster machine and also copy your old 
RT instalation over. Probably the best way is to dump the DB and then also copy
all system binaries to the new machine to ensure that old RT still works ok.
 If the old system does not boot on the newer hardware you can try to just copy
the binaries and libraries and run it all inside a chroot jail on the faster 
system.

 Hope this helps

Regards

Claudio Martins





From telemole at gmail.com  Wed Mar 29 13:04:53 2006
From: telemole at gmail.com (TeleMole)
Date: Wed, 29 Mar 2006 13:04:53 -0500
Subject: [rt-users] searches as links on main page for one group
Message-ID: <cedb34f60603291004w49b64781yc1aea8eb2ee46d6@mail.gmail.com>

Hi all,

using RT 3.4.4 and I want to display some standard saves searches for
a particular group (our helpdesk) on the main page - or on ANY page
for that matter - rather than having to have them go into query
builder and load them - does anyone know how I can facilitate this in
short order?

cheers,

Sean Daniels


From marct at alcor.concordia.ca  Wed Mar 29 12:29:39 2006
From: marct at alcor.concordia.ca (Marc Tisseur)
Date: Wed, 29 Mar 2006 12:29:39 -0500
Subject: [rt-users] How can I detect unauthorized changes to RT?
Message-ID: <125286D2A0B79B41A0C0A4FA4C3D0E98544D99@VORTEX.concordia.ca>

Greetings,

I want to monitor my RT installation for unauthorized changes. I can use an
intrusion tool to detect changes to the files (AIDE, Tripwire, etc), but I'm
interested in changes to objects that are stored in the database itself
(e.g. global scrips, templates, custom fields).

I suppose I could keep a reference copy of the various tables I'm interested
in monitoring, and periodically compare the lastupdated field values; If
something doesn't match, launch additional queries to find who made the
change (lastupdatedby) and what was changed (diffs on the key data fields
like custompreparecode). This sounds _VERY_ CPU intensive however.
Alternatively, I might be able to use database trigger functions but I'd
prefer not to start messing with the DB schema.

Has anyone implemented a solution for a similar requirement, or can offer
better suggestions?


Regards,

Marc Tisseur
Manager, Desktop Support Group and Helpline - IITS
Concordia University
Montreal, Canada



From raanders at acm.org  Wed Mar 29 12:38:07 2006
From: raanders at acm.org (Roderick A. Anderson)
Date: Wed, 29 Mar 2006 09:38:07 -0800
Subject: [rt-users] Anyone know the status of RT-ProjectManager?
In-Reply-To: <20060329011623.GZ4283@bestpractical.com>
References: <4429AD4B.8070603@where.net>	<20060328223753.GR4283@bestpractical.com>	<4429C22C.1000804@where.net>
	<20060329011623.GZ4283@bestpractical.com>
Message-ID: <442AC5FF.6040303@acm.org>

Jesse Vincent wrote:
> 
> 
> On Tue, Mar 28, 2006 at 04:09:32PM -0700, Jason Forbes wrote:
> 
>>So, is it usable? Or should I look for something else? We can take this
>>off-list if you'd prefer. Jason
>>
> 
> 
> That particular tool isn't useful these days, though plenty of folks use
> regular RT for project management. I'd be thrilled to see or work on
> Gantt charts, PERT charts and the rest ;)

I'm researching this functionality ( started yesterday after over a 
month of letting messages build up in the folder ).  I'm not sure if it 
is PM I'm looking for as much as a method to do work flow using RT.

We have several complex ( and reoccurring ) projects with several 
dependencies and dependencies of dependencies.  These happen on a 
regular basis ( monthly, bi-monthly ) and sometimes irregularly.

I'm looking for a way to automagically create all the tickets and sub 
tickets then probably edit each correcting due date and the assigned to 
for each of the projects.

Charting is OK but less necessary.

Suggestions?

What would it cost to whip RT-ProjectManager into shape?


Rod
-- 


From dshannon at techfluent.com  Wed Mar 29 13:15:22 2006
From: dshannon at techfluent.com (Duncan Shannon)
Date: Wed, 29 Mar 2006 12:15:22 -0600
Subject: [rt-users] Anyone know the status of RT-ProjectManager?
Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB4516EEBF@TF-FS2.internal.techfluent.com>


> Charting is OK but less necessary.
> 
> Suggestions?

Do it!

Ill volunteer to help in any way a non-programmer can help.. I'd really
love to see RT be easier to use for PM.. creating and managing all the
tasks is a huge roadblock to us using RT for PM.

Duncan



From ruslan.zakirov at gmail.com  Wed Mar 29 13:21:37 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 29 Mar 2006 22:21:37 +0400
Subject: [rt-users] Grouping of un-priv user tickets
In-Reply-To: <E5D4E084CDBAF84C8D69BC83ACAC588233498B@sydcbsexc001.classicblue.corp>
References: <E5D4E084CDBAF84C8D69BC83ACAC588233498B@sydcbsexc001.classicblue.corp>
Message-ID: <589c94400603291021l67c59103k6db0add0ab5f6908@mail.gmail.com>

Here is scrip action that do this, it has comments and should work:

<<<<<<<
my @orgs; # list of the organizations

# find groups that holds Requestors and Ccs
my $requestors_group = $self->TicketObj->Requestors;
my $ccs_group = $self->TicketObj->Cc;

# fetch organizations from current list of the requestors
my $requestors = $requestors_group->UserMembersObj;
while ( my $requestor = $requestors->Next ) {
    push @orgs, $requestor->Organization;
}

# filter orgs: not empty and unique
{ my %seen;
  @orgs = grep $_ && !$seen{$_}, @orgs;
}

# exit if did't find any organizations
return 1 unless @orgs;

# find users who have value of organization from the @orgs list
my $users = RT::Users->new($RT::SystemUser);
$users->Limit( FIELD => 'Organization', VALUE => $_ ) foreach @orgs;

# add users we've found to the Cc list, but only if they aren't members allready
while ( my $user = $users->Next ) {
  next if $requestors_group->HasMemberRecursively( $user->PrincipalObj );
  next if $ccs_group->HasMemberRecursively( $user->PrincipalObj );
  my ($status, $msg) = $ccs_group->AddMember( $user->id );
  $RT::Logger->error("Couldn't add memeber: $msg") unless $status;
}

return 1;
>>>>>>>>>

On 3/29/06, Ben Robson <ben.robson at classicblue.com.au> wrote:
>
>
> I wasn't planning on altering any of the core code.
>
> What I was hoping to do was adapt the below scrip such that where it
> currently fetches the Creator->Organisation it identifies who the
> Ticket->Requestor is OnCreate, find's the Requestor's organisation from the
> $users and then procedes to match other $users against the same
> organisation, as it does now.
>
> I don't think that should require anything further than an embelishment of
> the existing scrip.
>
> The part I am struggling with right now is the bit that says "OK, heres the
> Requestor, now what's that person's organisation?"  I obviously can't just
> do RequestorObj->__Value('Organization'); because
> "RequestorObj" doesn't exist.  So in some way I need to identify the ticket
> requestor (not part of TransactionObj), and then trawl through $users to
> find that requestor and then identify that requestor's organisation.
>
> Anyone else got any thoughts on this?
>
> BenR
>
>  ________________________________
>  From: Kenneth Crocker [mailto:KFCrocker at lbl.gov]
> Sent: Wed 29/03/2006 4:35 AM
> To: Ben Robson
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Grouping of un-priv user tickets
>
>
> Ben,
>
>     There's an awful lot of code in RT that relies on some of the default
> info to remain unchanged, like the requestor. If you need some other custom
> field to show someone else created the request, then fine, create the custom
> field but leave the requestor field alone and make sure that when the
> "creator" creates the ticket, the correct info on the "real" requestor (like
> e_mail, etc.) is put in and I think the Requestor will get his e_mail and be
> able to do whatever rights you gave to the requestor role (liek seeQueue,
> show outgoingmail, showticket, reply to ticket, etc.). Our feelings here are
> that adding custom code should NEVER interfere with the code that is already
> there, it should be extra and self-contained. Less chance of messing up a
> function that was already working when the software arrived. But heck,
> that's just our philosphy and what do we know. ;-)
>
> Kenn
>
> Ben Robson wrote:
>
> All,
>
> I, along with others I believe, have been struggling with the issue of
> allowing un-priv users who work for the same company (customer) to see each
> others tickets.
>
> I have a scrip in place that currently checks the Organization ( my
> $organization =
> $self->TransactionObj->CreatorObj->__Value('Organization');
> ) of the creator of the ticket and then proceeds to add the details to the
> CC list of the ticket for all other users who's organization is the same
> value.
>
> This works great, up to a point.....
>
> In the event that the Requestor is not the Creator, for example when the
> requestor calls the company's helpdesk and a helpdesk operator completes the
> ticket, the Creator's organization details are used and not the Requestor's.
>
> This means that when a member of the Requesting company goes to view tickets
> the created ticket may not be vissible, unless they are explicitly the
> individual who requested it.
>
> Below is my "Customer action preparation code".  Can anyone see how this
> might be modified such that rather than getting the Creator's organization
> on the first line, it gets the Requestor's organization instead?
>
>
> my $organization =
> $self->TransactionObj->CreatorObj->__Value('Organization');
> my $users = new RT::Users($RT::SystemUser);
> my $cclist = $self->TicketObj->Cc;
>
> while( my $user = $users->Next )
> {
>         my $userOrg=$user->Organization;
>         if ($organization eq $userOrg) {
>        $cclist->AddMember($user->id)
>         }
>  $RT::Logger->info( "OnCreateCCDomain scrip added ". $user->Name ." as a
> CC!" );
> }
>
> Thanks all, I am sure many may find this useful.
>
> Ben
> Robson............................................................................................................................
>
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>
>
> We're hiring! Come hack Perl for Best Practical:
> http://bestpractical.com/about/jobs.html
> ............................................................................................................................
>
> This email (including all attachments) is intended solely for the named
> addressee. It is confidential and may contain legally privileged
> information. If you receive it in error, please let us know by reply email,
> do not disclose any information contained in it, delete it from your system
> and destroy any copies. This email is also subject to copyright. No part of
> it should be reproduced, adapted or transmitted without the written consent
> of the copyright owner. Emails may be interfered with, may contain computer
> viruses or other defects and may not be successfully replicated on other
> systems.
>
> We give no warranties in relation to these matters. If you have any doubts
> about the authenticity of an email purportedly sent by us, please contact us
> immediately. Privacy - Please be aware that information provided in response
> to this email may contain personal information, which Classic Blue may
> collect, and use for the purposes of marketing information technology
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> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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>
>
> We're hiring! Come hack Perl for Best Practical:
> http://bestpractical.com/about/jobs.html
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>


--
Best regards, Ruslan.

From lobbin at gmail.com  Wed Mar 29 13:21:12 2006
From: lobbin at gmail.com (Robin Ericsson)
Date: Wed, 29 Mar 2006 20:21:12 +0200
Subject: [rt-users] radius authentication
Message-ID: <c014a9590603291021u265cae3bmb0232ed59942b7d@mail.gmail.com>

Hi,

I'd like to use our RSA Securid solution with RT. RSA own products
doesn't work very good in x86_64 so we are currently authenticating
via Rsa radius server at the moment.

Is there something like this available or have someone been in my
position? I don't want to use mod_auth_radius either, as that doesn't
work to good with RSA.

I have some code available written in PHP, but it was ages since I
played with perl and RT.


regards,
        Robin


From cto at lanusa.com  Wed Mar 29 13:32:01 2006
From: cto at lanusa.com (Michael Erana)
Date: Wed, 29 Mar 2006 13:32:01 -0500
Subject: [rt-users] Anyone know the status of RT-ProjectManager?
Message-ID: <FF4FA4421218954E9B0ACC1D01883FFB792476@pcn-exch1.pcn.local>

Hmm...

My approach to it would be to take the data that I get from say, an MS Project file, export or save it to mySQL and then write the script that generates wither an rtCLI make ticket script or actually reads the data and then makes tickets and sets the relationships.

Not a trivial task in the least.

OTOH if the project structure and WBS is relatively static then a predefined rtCLI make ticket script could probably be written fairly easily...

My $0.02

Michael Era?a, CISSP
CTO
PC Network, Inc.          
eranam at lanusa.com   

 

|=> -----Original Message-----
|=> From: rt-users-bounces at lists.bestpractical.com 
|=> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
|=> Of Duncan Shannon
|=> Sent: Wednesday, March 29, 2006 1:15 PM
|=> To: Roderick A. Anderson; rt-users at lists.bestpractical.com
|=> Subject: RE: [rt-users] Anyone know the status of RT-ProjectManager?
|=> 
|=> 
|=> > Charting is OK but less necessary.
|=> > 
|=> > Suggestions?
|=> 
|=> Do it!
|=> 
|=> Ill volunteer to help in any way a non-programmer can 
|=> help.. I'd really love to see RT be easier to use for PM.. 
|=> creating and managing all the tasks is a huge roadblock to 
|=> us using RT for PM.
|=> 
|=> Duncan
|=> 
|=> _______________________________________________
|=> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
|=> 
|=> Community help: http://wiki.bestpractical.com Commercial 
|=> support: sales at bestpractical.com
|=> 
|=> 
|=> Discover RT's hidden secrets with RT Essentials from 
|=> O'Reilly Media. 
|=> Buy a copy at http://rtbook.bestpractical.com
|=> 
|=> 
|=> We're hiring! Come hack Perl for Best Practical: 
|=> http://bestpractical.com/about/jobs.html
|=> 


From greg at wwc.edu  Wed Mar 29 13:49:54 2006
From: greg at wwc.edu (Greg Cornell)
Date: Wed, 29 Mar 2006 10:49:54 -0800
Subject: [rt-users] Clicking a link takes me back to the login page
Message-ID: <442AD6D2.8040607@wwc.edu>

Hello,

I've just installed RT 3.4.5 on a gentoo system running apache 2.0.55
and mod_perl 2.0.1.  The install seems to have gone fine.  The problem
is that after logging in to the web page (using root/password) each time
I click a link, it takes me back to the login page.  After entering
root/password again, it will take me to the page I was trying to get to.

I've searched the wiki and googled but nobody else seems to have had
this problem.  Can anyone suggest a solution?

Thanks,
Greg


From jfenner at vitamix.com  Wed Mar 29 14:11:09 2006
From: jfenner at vitamix.com (Jason Fenner)
Date: Wed, 29 Mar 2006 14:11:09 -0500
Subject: [rt-users] Setting user CustomField through Perl Script
Message-ID: <442ADBCD.1060203@vitamix.com>

Hi:

I have a global CustomField called "Department" defined as type User in 
my RT 3.4

Through an external Perl script I query my Active Directory server for a 
particular username and find a key called: Department.  Once I find that 
key, I want to set the above CustomField for that user in RT to that 
same value. 

However, I am stumped as to what object method, etc you use with RT in 
order to set a CustomField value for a user? 

Can anyone toss me any clues? 

Thanks in advance,
Jason Fenner



From jfenner at vitamix.com  Wed Mar 29 14:15:01 2006
From: jfenner at vitamix.com (Jason Fenner)
Date: Wed, 29 Mar 2006 14:15:01 -0500
Subject: [rt-users] Clicking a link takes me back to the login page
In-Reply-To: <442AD6D2.8040607@wwc.edu>
References: <442AD6D2.8040607@wwc.edu>
Message-ID: <442ADCB5.1060608@vitamix.com>

Hmmm, this is just a shot in the dark...but do you have cookies enabled 
in your browser?

Greg Cornell wrote:

>Hello,
>
>I've just installed RT 3.4.5 on a gentoo system running apache 2.0.55
>and mod_perl 2.0.1.  The install seems to have gone fine.  The problem
>is that after logging in to the web page (using root/password) each time
>I click a link, it takes me back to the login page.  After entering
>root/password again, it will take me to the page I was trying to get to.
>
>I've searched the wiki and googled but nobody else seems to have had
>this problem.  Can anyone suggest a solution?
>
>Thanks,
>Greg
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>Buy a copy at http://rtbook.bestpractical.com
>
>
>We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>
>  
>




From mouse at Rodents.Montreal.QC.CA  Wed Mar 29 14:20:44 2006
From: mouse at Rodents.Montreal.QC.CA (der Mouse)
Date: Wed, 29 Mar 2006 14:20:44 -0500 (EST)
Subject: [rt-users] How can I detect unauthorized changes to RT?
In-Reply-To: <125286D2A0B79B41A0C0A4FA4C3D0E98544D99@VORTEX.concordia.ca>
References: <125286D2A0B79B41A0C0A4FA4C3D0E98544D99@VORTEX.concordia.ca>
Message-ID: <200603291925.OAA06748@Sparkle.Rodents.Montreal.QC.CA>

> From: "Marc Tisseur" <marct at alcor.concordia.ca>

Alcor?  Hey, I know that host!  Small world.

> I want to monitor my RT installation for unauthorized changes.  I can
> use an intrusion tool to detect changes to the files (AIDE, Tripwire,
> etc), but I'm interested in changes to objects that are stored in the
> database itself (e.g. global scrips, templates, custom fields).

You could grab copies of the relevant database entries with stuff like
(assuming mysql, which is what the rt instance I've been working with
uses; I assume other databases have similar capabilities)

echo 'select Scrips.* from Scrips' | mysql rt > scrips.dump

and then monitor scrips.dump with your Tripwire or moral equivalent.

> I suppose I could keep a reference copy of the various tables I'm
> interested in monitoring, and periodically compare the lastupdated
> field values; If something doesn't match, launch additional queries
> to find who made the change (lastupdatedby) and what was changed
> (diffs on the key data fields like custompreparecode).  This sounds
> _VERY_ CPU intensive however.

It actually doesn't sound all that bad to me.  If you use it on tables
like Tickets or Transactions, yes, it will be expensive, but I assume
you're more interested in things like Scrips or Users.  I would suggest
trying it rather than assuming it will be too cpu-hungry.

/~\ The ASCII				der Mouse
\ / Ribbon Campaign
 X  Against HTML	       mouse at rodents.montreal.qc.ca
/ \ Email!	     7D C8 61 52 5D E7 2D 39  4E F1 31 3E E8 B3 27 4B


From greg at wwc.edu  Wed Mar 29 14:29:07 2006
From: greg at wwc.edu (Greg Cornell)
Date: Wed, 29 Mar 2006 11:29:07 -0800
Subject: [rt-users] Clicking a link takes me back to the login page
In-Reply-To: <442ADCB5.1060608@vitamix.com>
References: <442AD6D2.8040607@wwc.edu> <442ADCB5.1060608@vitamix.com>
Message-ID: <442AE003.6080206@wwc.edu>

Yes, cookies are on.  I'm running Firefox 1.5.0.1, in the 'Cookies'
preferences tab, I have 'Allow sites to set Cookies' and 'for the
originating site only' boxes checked.

Greg

Jason Fenner wrote:
> Hmmm, this is just a shot in the dark...but do you have cookies enabled
> in your browser?
> 
> Greg Cornell wrote:
> 
>> Hello,
>>
>> I've just installed RT 3.4.5 on a gentoo system running apache 2.0.55
>> and mod_perl 2.0.1.  The install seems to have gone fine.  The problem
>> is that after logging in to the web page (using root/password) each time
>> I click a link, it takes me back to the login page.  After entering
>> root/password again, it will take me to the page I was trying to get to.
>>
>> I've searched the wiki and googled but nobody else seems to have had
>> this problem.  Can anyone suggest a solution?
>>
>> Thanks,
>> Greg
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>>
>> We're hiring! Come hack Perl for Best Practical:
>> http://bestpractical.com/about/jobs.html
>>
>>  
>>
> 
> 


From sturner at MIT.EDU  Wed Mar 29 14:46:49 2006
From: sturner at MIT.EDU (Stephen Turner)
Date: Wed, 29 Mar 2006 14:46:49 -0500
Subject: [rt-users] searches as links on main page for one group
In-Reply-To: <cedb34f60603291004w49b64781yc1aea8eb2ee46d6@mail.gmail.com
 >
References: <cedb34f60603291004w49b64781yc1aea8eb2ee46d6@mail.gmail.com>
Message-ID: <6.2.3.4.2.20060329144612.03325008@po14.mit.edu>

At Wednesday 3/29/2006 01:04 PM, TeleMole wrote:
>Hi all,
>
>using RT 3.4.4 and I want to display some standard saves searches for
>a particular group (our helpdesk) on the main page - or on ANY page
>for that matter - rather than having to have them go into query
>builder and load them - does anyone know how I can facilitate this in
>short order?
>
>cheers,
>
>Sean Daniels

Sean,

Take a look at 
http://wiki.bestpractical.com/index.cgi?HomePageSavedSearches - 
sounds like what you're looking for.

Steve



From wang.shuying.lists at gmail.com  Wed Mar 29 17:14:59 2006
From: wang.shuying.lists at gmail.com (Shuying Wang)
Date: Thu, 30 Mar 2006 09:14:59 +1100
Subject: Fwd: [rt-users] "Can't locate mod_perl2.pm in @INC", suse 9.3,
	rt 3.2.0
In-Reply-To: <bbf221f60603291414l7498531fue5d3cdffb8fdd976@mail.gmail.com>
References: <FF4FA4421218954E9B0ACC1D01883FFB7923CE@pcn-exch1.pcn.local>
	<Pine.LNX.4.58.0603281349020.30752@dilligaff.rutgers.edu>
	<bbf221f60603291414l7498531fue5d3cdffb8fdd976@mail.gmail.com>
Message-ID: <bbf221f60603291414n7cab3bf9ua3838a1c722aea0f@mail.gmail.com>

Whoops. Meant to send that to the list instead.

---------- Forwarded message ----------
From: Shuying Wang <wang.shuying.lists at gmail.com>
Date: Mar 30, 2006 9:14 AM
Subject: Re: [rt-users] "Can't locate mod_perl2.pm in @INC", suse 9.3, rt 3.2.0
To: joe <jszabo at dilligaff.rutgers.edu>


You might want to have a look at Mason/ApacheHandler.pm and see what
version of that you're using. It appears that the newer version of
that file checks that the version of mod_perl installed is > 1.99,
even though in other cases, mod_perl1.99x *is* considered mod_perl2,
bizzarely enough.

--Shuying

On 3/29/06, joe <jszabo at dilligaff.rutgers.edu> wrote:
> The only package for mod_perl in suse linux 9.3 is called
> 'apache2-mod_perl', which I have installed.  It includes the file
>
> /usr/lib/perl5/vendor_perl/5.8.6/i586-linux-thread-multi/mod_perl.pm
>
> and its version number seems to be '1.99'.
>
> Joe Szabo
> CCF Netops
> Rutgers University
>
> On Tue, 28 Mar 2006, Michael Erana wrote:
>
> > Joe,
> >
> > Check out:
> >
> > http://wiki.bestpractical.com/index.cgi?TroubleShooting
> >
> > Is the mod-perl2 package loaded on the server?
> >
> >
> > Michael Era?a, CISSP
> > CTO
> > PC Network, Inc.
> > eranam at lanusa.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 jHammerman at mobitv.com  Wed Mar 29 17:39:49 2006
From: jHammerman at mobitv.com (Hammerman, Joe)
Date: Wed, 29 Mar 2006 14:39:49 -0800
Subject: [rt-users] RT migration and upgrade
Message-ID: <"H00000c9003b71f2.1143671989.eme-mail01.corp*"@MHS>

   Hello RT users list. I was hoping some knowledgable individual could help
   me out with the following problem. I'll begin at the beginning, as the
   problem is a bit complicated (but, I imagine, not that unusual).
   I was tasked with migrating the RT web tool to a new machine, and
   upgrading it. First I installed and configured it on the target machine.
   Then I ran a mysqldump of all databses on the original box. I scp'd the
   dump file to the target machine, and imported the databses with mysql
   command. Then I ran the in place upgrade script to migrate from rt 3.4.1
   to rt 3.4.5.
   However, I hadn't run my original dump with --compatible=ansi flag (thanks
   to the archives, I now know that this was the problem). This caused all of
   my binary attachments to become unusable. The migration only happened 3-4
   business days ago, so I got permission from my superiours to simply import
   the Attachment table (after it had been exported with the correct flags),
   and lose any newly created attchments. However, when I ran that set of
   commands this morning, it changed the contents of all of the tickets that
   I checked. Uh-oh! This data is pretty critical to the company. I can get a
   DBA to write an insert statement, which will hopefully avoid the
   unintended behaviour, but I thought perhaps someone on this list had
   encountered this issue themselves. Anyone know what I'm doing wrong?
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From raanders at acm.org  Wed Mar 29 19:23:51 2006
From: raanders at acm.org (Roderick A. Anderson)
Date: Wed, 29 Mar 2006 16:23:51 -0800
Subject: [rt-users] Anyone know the status of RT-ProjectManager?
In-Reply-To: <FF4FA4421218954E9B0ACC1D01883FFB792476@pcn-exch1.pcn.local>
References: <FF4FA4421218954E9B0ACC1D01883FFB792476@pcn-exch1.pcn.local>
Message-ID: <442B2517.4040100@acm.org>

Duncan, Michael;

I'll start looking into this and hopefully Jesse won't have lost 
complete interest in the project as I might be able to come up with some 
money.

I've had several requests for Project Management and we have several 
groups that use the heck out of RT so would love the PM system to be via RT.

Jesse do you have the original specification and cost estimate?  ( Off 
list works for me. )


Rod
-- 


Michael Erana wrote:
> Hmm...
> 
> My approach to it would be to take the data that I get from say, an MS Project file, export or save it to mySQL and then write the script that generates wither an rtCLI make ticket script or actually reads the data and then makes tickets and sets the relationships.
> 
> Not a trivial task in the least.
> 
> OTOH if the project structure and WBS is relatively static then a predefined rtCLI make ticket script could probably be written fairly easily...
> 
> My $0.02
> 
> Michael Era?a, CISSP
> CTO
> PC Network, Inc.          
> eranam at lanusa.com   
> 
>  
> 
> |=> -----Original Message-----
> |=> From: rt-users-bounces at lists.bestpractical.com 
> |=> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
> |=> Of Duncan Shannon
> |=> Sent: Wednesday, March 29, 2006 1:15 PM
> |=> To: Roderick A. Anderson; rt-users at lists.bestpractical.com
> |=> Subject: RE: [rt-users] Anyone know the status of RT-ProjectManager?
> |=> 
> |=> 
> |=> > Charting is OK but less necessary.
> |=> > 
> |=> > Suggestions?
> |=> 
> |=> Do it!
> |=> 
> |=> Ill volunteer to help in any way a non-programmer can 
> |=> help.. I'd really love to see RT be easier to use for PM.. 
> |=> creating and managing all the tasks is a huge roadblock to 
> |=> us using RT for PM.
> |=> 
> |=> Duncan
> |=> 
> |=> _______________________________________________
> |=> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> |=> 
> |=> Community help: http://wiki.bestpractical.com Commercial 
> |=> support: sales at bestpractical.com
> |=> 
> |=> 
> |=> Discover RT's hidden secrets with RT Essentials from 
> |=> O'Reilly Media. 
> |=> Buy a copy at http://rtbook.bestpractical.com
> |=> 
> |=> 
> |=> We're hiring! Come hack Perl for Best Practical: 
> |=> http://bestpractical.com/about/jobs.html
> |=> 



From ben.robson at classicblue.com.au  Wed Mar 29 19:28:28 2006
From: ben.robson at classicblue.com.au (Ben Robson)
Date: Thu, 30 Mar 2006 11:28:28 +1100
Subject: [rt-users] Grouping of un-priv user tickets
Message-ID: <E5D4E084CDBAF84C8D69BC83ACAC58828DF008@sydcbsexc001.classicblue.corp>

Ruslan,

Thanks heaps for this, I have not completed full testing but it
certainly seems to be working like a charm.

So, to help those dealing with this issue in the future I will now say
(for the use of the ht-dig search engine):

If you are looking for a way to automatically Cc unprivileged users to
Requestors tickets grouping customers via organization, this scrip seems
to work perfectly.

Thanks again,
BenR

Group
Unprivileged
Users
Organization
Scrip
Cc

> -----Original Message-----
> From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com]
> Sent: Thursday, 30 March 2006 5:22 AM
> To: Ben Robson
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Grouping of un-priv user tickets
> 
> Here is scrip action that do this, it has comments and should work:
> 
> <<<<<<<
> my @orgs; # list of the organizations
> 
> # find groups that holds Requestors and Ccs
> my $requestors_group = $self->TicketObj->Requestors;
> my $ccs_group = $self->TicketObj->Cc;
> 
> # fetch organizations from current list of the requestors
> my $requestors = $requestors_group->UserMembersObj;
> while ( my $requestor = $requestors->Next ) {
>     push @orgs, $requestor->Organization;
> }
> 
> # filter orgs: not empty and unique
> { my %seen;
>   @orgs = grep $_ && !$seen{$_}, @orgs;
> }
> 
> # exit if did't find any organizations
> return 1 unless @orgs;
> 
> # find users who have value of organization from the @orgs list
> my $users = RT::Users->new($RT::SystemUser);
> $users->Limit( FIELD => 'Organization', VALUE => $_ ) foreach @orgs;
> 
> # add users we've found to the Cc list, but only if they aren't
members
> allready
> while ( my $user = $users->Next ) {
>   next if $requestors_group->HasMemberRecursively( $user->PrincipalObj
);
>   next if $ccs_group->HasMemberRecursively( $user->PrincipalObj );
>   my ($status, $msg) = $ccs_group->AddMember( $user->id );
>   $RT::Logger->error("Couldn't add memeber: $msg") unless $status;
> }
> 
> return 1;
> >>>>>>>>>
> 
> On 3/29/06, Ben Robson <ben.robson at classicblue.com.au> wrote:
> >
> >
> > I wasn't planning on altering any of the core code.
> >
> > What I was hoping to do was adapt the below scrip such that where it
> > currently fetches the Creator->Organisation it identifies who the
> > Ticket->Requestor is OnCreate, find's the Requestor's organisation
from
> the
> > $users and then procedes to match other $users against the same
> > organisation, as it does now.
> >
> > I don't think that should require anything further than an
embelishment
> of
> > the existing scrip.
> >
> > The part I am struggling with right now is the bit that says "OK,
heres
> the
> > Requestor, now what's that person's organisation?"  I obviously
can't
> just
> > do RequestorObj->__Value('Organization'); because
> > "RequestorObj" doesn't exist.  So in some way I need to identify the
> ticket
> > requestor (not part of TransactionObj), and then trawl through
$users to
> > find that requestor and then identify that requestor's organisation.
> >
> > Anyone else got any thoughts on this?
> >
> > BenR
> >
> >  ________________________________
> >  From: Kenneth Crocker [mailto:KFCrocker at lbl.gov]
> > Sent: Wed 29/03/2006 4:35 AM
> > To: Ben Robson
> > Cc: rt-users at lists.bestpractical.com
> > Subject: Re: [rt-users] Grouping of un-priv user tickets
> >
> >
> > Ben,
> >
> >     There's an awful lot of code in RT that relies on some of the
> default
> > info to remain unchanged, like the requestor. If you need some other
> custom
> > field to show someone else created the request, then fine, create
the
> custom
> > field but leave the requestor field alone and make sure that when
the
> > "creator" creates the ticket, the correct info on the "real"
requestor
> (like
> > e_mail, etc.) is put in and I think the Requestor will get his
e_mail
> and be
> > able to do whatever rights you gave to the requestor role (liek
> seeQueue,
> > show outgoingmail, showticket, reply to ticket, etc.). Our feelings
here
> are
> > that adding custom code should NEVER interfere with the code that is
> already
> > there, it should be extra and self-contained. Less chance of messing
up
> a
> > function that was already working when the software arrived. But
heck,
> > that's just our philosphy and what do we know. ;-)
> >
> > Kenn
> >
> > Ben Robson wrote:
> >
> > All,
> >
> > I, along with others I believe, have been struggling with the issue
of
> > allowing un-priv users who work for the same company (customer) to
see
> each
> > others tickets.
> >
> > I have a scrip in place that currently checks the Organization ( my
> > $organization =
> > $self->TransactionObj->CreatorObj->__Value('Organization');
> > ) of the creator of the ticket and then proceeds to add the details
to
> the
> > CC list of the ticket for all other users who's organization is the
same
> > value.
> >
> > This works great, up to a point.....
> >
> > In the event that the Requestor is not the Creator, for example when
the
> > requestor calls the company's helpdesk and a helpdesk operator
completes
> the
> > ticket, the Creator's organization details are used and not the
> Requestor's.
> >
> > This means that when a member of the Requesting company goes to view
> tickets
> > the created ticket may not be vissible, unless they are explicitly
the
> > individual who requested it.
> >
> > Below is my "Customer action preparation code".  Can anyone see how
this
> > might be modified such that rather than getting the Creator's
> organization
> > on the first line, it gets the Requestor's organization instead?
> >
> >
> > my $organization =
> > $self->TransactionObj->CreatorObj->__Value('Organization');
> > my $users = new RT::Users($RT::SystemUser);
> > my $cclist = $self->TicketObj->Cc;
> >
> > while( my $user = $users->Next )
> > {
> >         my $userOrg=$user->Organization;
> >         if ($organization eq $userOrg) {
> >        $cclist->AddMember($user->id)
> >         }
> >  $RT::Logger->info( "OnCreateCCDomain scrip added ". $user->Name ."
as a
> > CC!" );
> > }
> >
> > Thanks all, I am sure many may find this useful.
> >
> > Ben
> >
>
Robson..................................................................
..
> ........................................................
> >
> > This email (including all attachments) is intended solely for the
named
> > addressee. It is confidential and may contain legally privileged
> > information. If you receive it in error, please let us know by reply
> email,
> > do not disclose any information contained in it, delete it from your
> system
> > and destroy any copies. This email is also subject to copyright. No
part
> of
> > it should be reproduced, adapted or transmitted without the written
> consent
> > of the copyright owner. Emails may be interfered with, may contain
> computer
> > viruses or other defects and may not be successfully replicated on
other
> > systems.
> >
> > We give no warranties in relation to these matters. If you have any
> doubts
> > about the authenticity of an email purportedly sent by us, please
> contact us
> > immediately. Privacy - Please be aware that information provided in
> response
> > to this email may contain personal information, which Classic Blue
may
> > collect, and use for the purposes of marketing information
technology
> > products and services to you. For further information regarding
Classic
> > Blue's privacy policies please refer to www.classicblue.com.au
> >
>
........................................................................
..
> ..................................................
> >
> > ________________________________
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 email (including all attachments) is intended solely for the
named
> > addressee. It is confidential and may contain legally privileged
> > information. If you receive it in error, please let us know by reply
> email,
> > do not disclose any information contained in it, delete it from your
> system
> > and destroy any copies. This email is also subject to copyright. No
part
> of
> > it should be reproduced, adapted or transmitted without the written
> consent
> > of the copyright owner. Emails may be interfered with, may contain
> computer
> > viruses or other defects and may not be successfully replicated on
other
> > systems.
> >
> > We give no warranties in relation to these matters. If you have any
> doubts
> > about the authenticity of an email purportedly sent by us, please
> contact us
> > immediately. Privacy - Please be aware that information provided in
> response
> > to this email may contain personal information, which Classic Blue
may
> > collect, and use for the purposes of marketing information
technology
> > products and services to you. For further information regarding
Classic
> > Blue's privacy policies please refer to www.classicblue.com.au
> >
>
........................................................................
..
> ..................................................
> >
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
> >
> > We're hiring! Come hack Perl for Best Practical:
> > http://bestpractical.com/about/jobs.html
> >
> >
> 
> 
> --
> Best regards, Ruslan.
............................................................................................................................

This email (including all attachments) is intended solely for the named addressee. It is confidential and may contain legally privileged information. If you receive it in error, please let us know by reply email, do not disclose any information contained in it, delete it from your system and destroy any copies. This email is also subject to copyright. No part of it should be reproduced, adapted or transmitted without the written consent of the copyright owner. Emails may be interfered with, may contain computer viruses or other defects and may not be successfully replicated on other systems.

We give no warranties in relation to these matters. If you have any doubts about the authenticity of an email purportedly sent by us, please contact us immediately.  Privacy - Please be aware that information provided in response to this email may contain personal information, which Classic Blue may collect, and use for the purposes of marketing information technology products and services to you.  For further information regarding Classic Blue's privacy policies please refer to www.classicblue.com.au
............................................................................................................................


From purp at acm.org  Wed Mar 29 19:28:58 2006
From: purp at acm.org (Jim Meyer)
Date: Wed, 29 Mar 2006 16:28:58 -0800
Subject: [rt-users] Anyone know the status of RT-ProjectManager?
In-Reply-To: <442B2517.4040100@acm.org>
References: <FF4FA4421218954E9B0ACC1D01883FFB792476@pcn-exch1.pcn.local>
	<442B2517.4040100@acm.org>
Message-ID: <1143678538.19974.8.camel@zodiac.pdi.com>

Hello!

On Wed, 2006-03-29 at 16:23 -0800, Roderick A. Anderson wrote:
> Duncan, Michael;
> 
> I'll start looking into this and hopefully Jesse won't have lost 
> complete interest in the project as I might be able to come up with some 
> money.
> 
> I've had several requests for Project Management and we have several 
> groups that use the heck out of RT so would love the PM system to be via RT.
> 
> Jesse do you have the original specification and cost estimate?  ( Off 
> list works for me. )

I'm interested as well and might be able to lend some dev time in May.
If you go off-list, please copy me in?

Cheers!

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



From jesse at bestpractical.com  Wed Mar 29 20:16:51 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 29 Mar 2006 20:16:51 -0500
Subject: [rt-users] How can I detect unauthorized changes to RT?
In-Reply-To: <125286D2A0B79B41A0C0A4FA4C3D0E98544D99@VORTEX.concordia.ca>
References: <125286D2A0B79B41A0C0A4FA4C3D0E98544D99@VORTEX.concordia.ca>
Message-ID: <20060330011647.GC4283@bestpractical.com>




On Wed, Mar 29, 2006 at 12:29:39PM -0500, Marc Tisseur wrote:
> Greetings,
> 
> I want to monitor my RT installation for unauthorized changes. I can use an
> intrusion tool to detect changes to the files (AIDE, Tripwire, etc), but I'm
> interested in changes to objects that are stored in the database itself
> (e.g. global scrips, templates, custom fields).
> 
> Has anyone implemented a solution for a similar requirement, or can offer
> better suggestions?
> 

I've not seen this done before, but the suggestion that you dump the
relevant tables and look for changes seems sane. Whatever you end up
with, I'd be thrilled if you could document it on
http://wiki.bestpractical.com 

Thanks,
Jesse


From jesse at bestpractical.com  Wed Mar 29 20:25:46 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 29 Mar 2006 20:25:46 -0500
Subject: [rt-users] Anyone know the status of RT-ProjectManager?
In-Reply-To: <442B2517.4040100@acm.org>
References: <FF4FA4421218954E9B0ACC1D01883FFB792476@pcn-exch1.pcn.local>
	<442B2517.4040100@acm.org>
Message-ID: <20060330012546.GG4283@bestpractical.com>




> Jesse do you have the original specification and cost estimate?  ( Off 
> list works for me. )

[I've replied to Rod off-list, as I find it sort of inapropriate to talk
 about commercial development projects and money in public.
 With luck, I'll just get to ship code, which is a lot more fun ;) ]

Best,

Jesse


From mikef at ack.Berkeley.EDU  Wed Mar 29 22:01:35 2006
From: mikef at ack.Berkeley.EDU (Mike Friedman)
Date: Wed, 29 Mar 2006 19:01:35 -0800 (PST)
Subject: [rt-users] Who gets to be a Requestor?
Message-ID: <20060329185102.U51108@malcolm.berkeley.edu>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

(I'm running RT 3.4.2).

I've been under the impression that RT will add to the Requestor list for 
a ticket the origin email address of anyone who corresponds on a ticket, 
either to create it or for an existing ticket.

Yet, today I'm seeing a ticket that has been receiving correspondence from 
an interested party, who was not the ticket's creator, and he's not 
getting added as a Requestor.  This means our 'On Correspondence Notify 
Requestors' is not causing subsequent correspondence by others to get back 
to this person.  (As it happens, he's the true responsible party to the 
incident;  the creator of the ticket was an outsider who reported the 
incident to us and we subsequently notified the responsible party).

This person's email address is already defined as a user to RT, because he 
created a ticket with us some time ago.  And the history of the ticket in 
question does show his email userid in a 'Correspondence added' entry.

Meanwhile, this same person later created a new ticket on our RT system 
and he did become the Requestor.  So at least that part is working as I 
would expect.

Could someone tell me the rules RT follows in adding Requestors to a 
ticket?

Thanks.

Mike

_____________________________________________________________________
Mike Friedman                   System and Network Security
mikef at ack.Berkeley.EDU          2484 Shattuck Avenue
1-510-642-1410                  University of California at Berkeley
http://ack.Berkeley.EDU/~mikef  http://security.berkeley.edu
_____________________________________________________________________

-----BEGIN PGP SIGNATURE-----
Version: PGP 6.5.8

iQA/AwUBRCtKE60bf1iNr4mCEQJk+ACg5bq87OZd8KFAQoKjRsSqGRXmTGwAnR3n
RH5/iSUDVxhxxhM1TKGZZmCb
=KQMO
-----END PGP SIGNATURE-----


From jesse at bestpractical.com  Wed Mar 29 22:07:10 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 29 Mar 2006 22:07:10 -0500
Subject: [rt-users] Who gets to be a Requestor?
In-Reply-To: <20060329185102.U51108@malcolm.berkeley.edu>
References: <20060329185102.U51108@malcolm.berkeley.edu>
Message-ID: <20060330030710.GK4283@bestpractical.com>



> I've been under the impression that RT will add to the Requestor list for 
> a ticket the origin email address of anyone who corresponds on a ticket, 
> either to create it or for an existing ticket.


That's not the case. If it were, I could add myself as a requestor on
all your tickets by spamming you. That could be kinda dangerous ;)

> Could someone tell me the rules RT follows in adding Requestors to a 
> ticket?
 
RT doesn't automatically add requestors to tickets, though one could do
that with a scrip.

Jesse


From lwang at clusterfs.com  Wed Mar 29 22:40:38 2006
From: lwang at clusterfs.com (lwang)
Date: Thu, 30 Mar 2006 11:40:38 +0800
Subject: [rt-users] How to determine the value of a transaction custom
	field in ScripCondition
In-Reply-To: <20060329042809.GE4283@bestpractical.com>
References: <442A0258.9070601@clusterfs.com>
	<20060329042809.GE4283@bestpractical.com>
Message-ID: <442B5336.4050008@clusterfs.com>

Jesse,
Did you post your patch in rt-user list or rt-devel list?

Thanks.

Jesse Vincent wrote:
> Sometime around 6 months ago, I sent out mail with a patch to enable
> this feature. It was way too hacky to be reasonable to include in the
> core, but might be reasonable to use in your situation.
> 
> 
> On Wed, Mar 29, 2006 at 11:43:20AM +0800, lwang wrote:
> 
>>Hi there,
>>
>>I would like to check the value of a transaction custom field in a scrip 
>>condition to trigger an action.
>>
>>It seems, however, that I can't achieve this purpose.  I found that the 
>>custom field for a transaction is not set when IsApplicable() is called.
>>
>>The transaction custom field is set in Interface/Web.pm separately after 
>>the transaction is created.
>>
>>Any alternatives are available?
>>
>>Any suggestion is appreciated.
>>
>>- Wang
>>_______________________________________________
>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>>Community help: http://wiki.bestpractical.com
>>Commercial support: sales at bestpractical.com
>>
>>
>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>>Buy a copy at http://rtbook.bestpractical.com
>>
>>
>>We're hiring! Come hack Perl for Best Practical: 
>>http://bestpractical.com/about/jobs.html
>>
> 
> 



From ruslan.zakirov at gmail.com  Wed Mar 29 22:57:31 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 30 Mar 2006 07:57:31 +0400
Subject: [rt-users] Clicking a link takes me back to the login page
In-Reply-To: <442AD6D2.8040607@wwc.edu>
References: <442AD6D2.8040607@wwc.edu>
Message-ID: <589c94400603291957vb9180a6k6d41d74c1447e3a@mail.gmail.com>

rt logs?

On 3/29/06, Greg Cornell <greg at wwc.edu> wrote:
> Hello,
>
> I've just installed RT 3.4.5 on a gentoo system running apache 2.0.55
> and mod_perl 2.0.1.  The install seems to have gone fine.  The problem
> is that after logging in to the web page (using root/password) each time
> I click a link, it takes me back to the login page.  After entering
> root/password again, it will take me to the page I was trying to get to.
>
> I've searched the wiki and googled but nobody else seems to have had
> this problem.  Can anyone suggest a solution?
>
> Thanks,
> Greg
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>


--
Best regards, Ruslan.

From ruslan.zakirov at gmail.com  Wed Mar 29 23:11:34 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 30 Mar 2006 08:11:34 +0400
Subject: [rt-users] Setting user CustomField through Perl Script
In-Reply-To: <442ADBCD.1060203@vitamix.com>
References: <442ADBCD.1060203@vitamix.com>
Message-ID: <589c94400603292011x20e19fcfv217cd9d78a9f2991@mail.gmail.com>

my ($status, $msg) = $user->AddCustomFieldValue( Field =>
'Department', Value => 'XXX');
$RT::Logger->error("Couldn't add CF value: $msg") unless $status;

perldoc lib/RT/Record.pm
perldoc lib/RT/User*.pm
perldoc ...

On 3/29/06, Jason Fenner <jfenner at vitamix.com> wrote:
> Hi:
>
> I have a global CustomField called "Department" defined as type User in
> my RT 3.4
>
> Through an external Perl script I query my Active Directory server for a
> particular username and find a key called: Department.  Once I find that
> key, I want to set the above CustomField for that user in RT to that
> same value.
>
> However, I am stumped as to what object method, etc you use with RT in
> order to set a CustomField value for a user?
>
> Can anyone toss me any clues?
>
> Thanks in advance,
> Jason Fenner
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>


--
Best regards, Ruslan.

From jesse at bestpractical.com  Wed Mar 29 23:34:59 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 29 Mar 2006 23:34:59 -0500
Subject: [rt-users] How to determine the value of a transaction custom
	field in ScripCondition
In-Reply-To: <442B5336.4050008@clusterfs.com>
References: <442A0258.9070601@clusterfs.com>
	<20060329042809.GE4283@bestpractical.com>
	<442B5336.4050008@clusterfs.com>
Message-ID: <20060330043459.GL4283@bestpractical.com>




On Thu, Mar 30, 2006 at 11:40:38AM +0800, lwang wrote:
> Jesse,
> Did you post your patch in rt-user list or rt-devel list?

I think it was rt-devel. But I found and attached the patch. Thanks to
svk ;)


> Thanks.
> 
> Jesse Vincent wrote:
> >Sometime around 6 months ago, I sent out mail with a patch to enable
> >this feature. It was way too hacky to be reasonable to include in the
> >core, but might be reasonable to use in your situation.
> >
> >
> >On Wed, Mar 29, 2006 at 11:43:20AM +0800, lwang wrote:
> >
> >>Hi there,
> >>
> >>I would like to check the value of a transaction custom field in a scrip 
> >>condition to trigger an action.
> >>
> >>It seems, however, that I can't achieve this purpose.  I found that the 
> >>custom field for a transaction is not set when IsApplicable() is called.
> >>
> >>The transaction custom field is set in Interface/Web.pm separately after 
> >>the transaction is created.
> >>
> >>Any alternatives are available?
> >>
> >>Any suggestion is appreciated.
> >>
> >>- Wang
> >>_______________________________________________
> >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >>
> >>Community help: http://wiki.bestpractical.com
> >>Commercial support: sales at bestpractical.com
> >>
> >>
> >>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> >>Buy a copy at http://rtbook.bestpractical.com
> >>
> >>
> >>We're hiring! Come hack Perl for Best Practical: 
> >>http://bestpractical.com/about/jobs.html
> >>
> >
> >
> 

-- 
-------------- next part --------------
==== Patch <transaction-cfs-for-scrips.patch> level 1
Source: [No source]
Target: 1c347319-e6fb-0310-9638-ae390968d4ce:/local/rt-3.4:13754
Log:
This patch adds support for transaction custom field access in transaction scrips.

I'm not comfortable putting it in mainline


=== lib/RT/Interface/Web.pm
==================================================================
--- lib/RT/Interface/Web.pm  (revision 13754)
+++ lib/RT/Interface/Web.pm  (patch transaction-cfs-for-scrips.patch level 1)
@@ -495,16 +495,23 @@
           foreach values %{ $args{ARGSRef}->{'UpdateAttachments'} };
     }
 
+    # Only pass custom field related args up the stack
+    my %cfargs = %{$args{'ARGSRef'}};
+    for (keys %cfargs) {
+        delete $cfargs{$_} unless /CustomField/;
+    }
+
+
     ## TODO: Implement public comments
     if ( $args{ARGSRef}->{'UpdateType'} =~ /^(private|public)$/ ) {
         my ( $Transaction, $Description, $Object ) = $args{TicketObj}->Comment(
             CcMessageTo  => $args{ARGSRef}->{'UpdateCc'},
             BccMessageTo => $args{ARGSRef}->{'UpdateBcc'},
             MIMEObj      => $Message,
-            TimeTaken    => $args{ARGSRef}->{'UpdateTimeWorked'}
+            TimeTaken    => $args{ARGSRef}->{'UpdateTimeWorked'},
+            %cfargs
         );
         push( @{ $args{Actions} }, $Description );
-        $Object->UpdateCustomFields( ARGSRef => $args{ARGSRef} ) if $Object;
     }
     elsif ( $args{ARGSRef}->{'UpdateType'} eq 'response' ) {
         my ( $Transaction, $Description, $Object ) =
@@ -512,10 +519,10 @@
             CcMessageTo  => $args{ARGSRef}->{'UpdateCc'},
             BccMessageTo => $args{ARGSRef}->{'UpdateBcc'},
             MIMEObj      => $Message,
-            TimeTaken    => $args{ARGSRef}->{'UpdateTimeWorked'}
+            TimeTaken    => $args{ARGSRef}->{'UpdateTimeWorked'},
+            %cfargs
           );
         push( @{ $args{Actions} }, $Description );
-        $Object->UpdateCustomFields( ARGSRef => $args{ARGSRef} ) if $Object;
     }
     else {
         push(
=== lib/RT/Record.pm
==================================================================
--- lib/RT/Record.pm  (revision 13754)
+++ lib/RT/Record.pm  (patch transaction-cfs-for-scrips.patch level 1)
@@ -65,10 +65,11 @@
 =cut
 
 package RT::Record;
+use RT::Base;
 use RT::Date;
+use RT::Transaction;
 use RT::User;
 use RT::Attributes;
-use RT::Base;
 use DBIx::SearchBuilder::Record::Cachable;
 
 use strict;
@@ -1426,23 +1427,16 @@
 	$new_ref = $new_ref->Id if ref($new_ref);
     }
 
-    require RT::Transaction;
+    delete $args{id};
+
     my $trans = new RT::Transaction( $self->CurrentUser );
     my ( $transaction, $msg ) = $trans->Create(
-	ObjectId  => $self->Id,
+        %args, # push up basic data and custom fields
+        ObjectId  => $self->Id,
 	ObjectType => ref($self),
-        TimeTaken => $args{'TimeTaken'},
-        Type      => $args{'Type'},
-        Data      => $args{'Data'},
-        Field     => $args{'Field'},
-        NewValue  => $args{'NewValue'},
-        OldValue  => $args{'OldValue'},
         NewReference  => $new_ref,
         OldReference  => $old_ref,
         ReferenceType => $ref_type,
-        MIMEObj   => $args{'MIMEObj'},
-        ActivateScrips => $args{'ActivateScrips'},
-        CommitScrips => $args{'CommitScrips'},
     );
 
     # Rationalize the object since we may have done things to it during the caching.
=== lib/RT/Ticket_Overlay.pm
==================================================================
--- lib/RT/Ticket_Overlay.pm  (revision 13754)
+++ lib/RT/Ticket_Overlay.pm  (patch transaction-cfs-for-scrips.patch level 1)
@@ -2394,11 +2394,9 @@
 
     #Record the correspondence (write the transaction)
     my ( $Trans, $msg, $TransObj ) = $self->_NewTransaction(
+             %args, # basic info, custom fields    
              Type => $args{'NoteType'},
              Data => ( $args{'MIMEObj'}->head->get('subject') || 'No Subject' ),
-             TimeTaken => $args{'TimeTaken'},
-             MIMEObj   => $args{'MIMEObj'}, 
-             CommitScrips => $args{'CommitScrips'},
     );
 
     unless ($Trans) {
=== lib/RT/Transaction_Overlay.pm
==================================================================
--- lib/RT/Transaction_Overlay.pm  (revision 13754)
+++ lib/RT/Transaction_Overlay.pm  (patch transaction-cfs-for-scrips.patch level 1)
@@ -150,8 +150,7 @@
     my $id = $self->SUPER::Create(%params);
     $self->Load($id);
     $self->_Attach( $args{'MIMEObj'} ) if defined $args{'MIMEObj'};
-
-
+    $self->UpdateCustomFields(%args);
     #Provide a way to turn off scrips if we need to
         $RT::Logger->debug('About to think about scrips for transaction #' .$self->Id);
     if ( $args{'ActivateScrips'} and $args{'ObjectType'} eq 'RT::Ticket' ) {

==== BEGIN SVK PATCH BLOCK ====
Version: svk 1.09_01 (linux)

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From mikef at ack.Berkeley.EDU  Thu Mar 30 00:41:29 2006
From: mikef at ack.Berkeley.EDU (Mike Friedman)
Date: Wed, 29 Mar 2006 21:41:29 -0800 (PST)
Subject: [rt-users] Who gets to be a Requestor?
In-Reply-To: <20060330030710.GK4283@bestpractical.com>
References: <20060329185102.U51108@malcolm.berkeley.edu>
	<20060330030710.GK4283@bestpractical.com>
Message-ID: <20060329213223.C51108@malcolm.berkeley.edu>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

On Wed, 29 Mar 2006 at 22:07 (-0500), Jesse Vincent wrote:

>> I've been under the impression that RT will add to the Requestor list 
>> for a ticket the origin email address of anyone who corresponds on a 
>> ticket, either to create it or for an existing ticket.
>
> That's not the case. If it were, I could add myself as a requestor on 
> all your tickets by spamming you. That could be kinda dangerous ;)

Jesse,

That makes sense.  I guess I was confused because we have a perl script 
that sends notices to people and also updates RT, including setting the 
Requestors to the recipients of our notices.

Also, since we already get so much spam, we have many tickets whose 
Requestors are spam addresses (i.e., the creators of tickets).  We are 
planning to put up a spam interceptor, but we need to decide on the best 
way to design this, because some incoming mail parcels that look like spam 
actually are legitimate *reports* of spam (where the actual spam is being 
forwarded by the complainant) that we are obligated to handle and track in 
RT as well.

Anyway, thanks for helping me clear my mind.

Mike

_____________________________________________________________________
Mike Friedman                   System and Network Security
mikef at ack.Berkeley.EDU          2484 Shattuck Avenue
1-510-642-1410                  University of California at Berkeley
http://ack.Berkeley.EDU/~mikef  http://security.berkeley.edu
_____________________________________________________________________

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From funkypenguincoza at gmail.com  Thu Mar 30 01:22:28 2006
From: funkypenguincoza at gmail.com (David Young)
Date: Thu, 30 Mar 2006 08:22:28 +0200
Subject: [rt-users] International British Pound sign disappears in web
	interface, works in email with RT 3.4.5
Message-ID: <04d201c653c2$546b3230$0200000a@gambit>

Hi all :)
 
We use RT to track our invoicing, and have recently discovered that when we
use the international british pound sign (?) in a ticket subject or
transaction , while it comes through perfectly in email, on the web
interface, it is replaced with a question mark (?).
 
I'm using RT 3.4.5, Perl 5.8.7, Mason 1.32, Apache 2.0.55, and FastCGI 2.4.2
 
I have tried using the AddDefaultCharset in my apache conf file, to no
effect.
 
Can anybody assist, or point me in the right direction?
 
Thanks!
- David
 
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From JoopvandeWege at mococo.nl  Thu Mar 30 01:57:27 2006
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Thu, 30 Mar 2006 08:57:27 +0200
Subject: [rt-users] Anyone know the status of RT-ProjectManager?
In-Reply-To: <20060330002415.D28694D84F8@diesel.bestpractical.com>
References: <20060330002415.D28694D84F8@diesel.bestpractical.com>
Message-ID: <20060330085248.5A47.JOOPVANDEWEGE@mococo.nl>


> Duncan, Michael;
> 
> I'll start looking into this and hopefully Jesse won't have lost 
> complete interest in the project as I might be able to come up with some 
> money.
> 
> I've had several requests for Project Management and we have several 
> groups that use the heck out of RT so would love the PM system to be via RT.
> 
> Jesse do you have the original specification and cost estimate?  ( Off 
> list works for me. )
> Rod

I'm be interested in in this too. Right now I'm looking at Achievo
(achievo.org) and integrating it into RT. But our preference is to have
RT do the PM stuff since that would keep everything together.
I can try to persuade my boss to invest into this so if you go offlist,
please keep me informed. We might be able to join forces.

Thanks,

Joop

-- 
Joop van de Wege <JoopvandeWege at mococo.nl>



From lwang at clusterfs.com  Thu Mar 30 02:24:26 2006
From: lwang at clusterfs.com (lwang)
Date: Thu, 30 Mar 2006 15:24:26 +0800
Subject: [rt-users] How to determine the value of a transaction custom
	field in ScripCondition
In-Reply-To: <20060330043459.GL4283@bestpractical.com>
References: <442A0258.9070601@clusterfs.com>
	<20060329042809.GE4283@bestpractical.com>
	<442B5336.4050008@clusterfs.com>
	<20060330043459.GL4283@bestpractical.com>
Message-ID: <442B87AA.1080903@clusterfs.com>

Jesse,

Thank you very much! It works!


Jesse Vincent wrote:
> 
> 
> On Thu, Mar 30, 2006 at 11:40:38AM +0800, lwang wrote:
> 
>>Jesse,
>>Did you post your patch in rt-user list or rt-devel list?
> 
> 
> I think it was rt-devel. But I found and attached the patch. Thanks to
> svk ;)
> 
> 
> 
>>Thanks.
>>
>>Jesse Vincent wrote:
>>
>>>Sometime around 6 months ago, I sent out mail with a patch to enable
>>>this feature. It was way too hacky to be reasonable to include in the
>>>core, but might be reasonable to use in your situation.
>>>
>>>
>>>On Wed, Mar 29, 2006 at 11:43:20AM +0800, lwang wrote:
>>>
>>>
>>>>Hi there,
>>>>
>>>>I would like to check the value of a transaction custom field in a scrip 
>>>>condition to trigger an action.
>>>>
>>>>It seems, however, that I can't achieve this purpose.  I found that the 
>>>>custom field for a transaction is not set when IsApplicable() is called.
>>>>
>>>>The transaction custom field is set in Interface/Web.pm separately after 
>>>>the transaction is created.
>>>>
>>>>Any alternatives are available?
>>>>
>>>>Any suggestion is appreciated.
>>>>
>>>>- Wang
>>>>_______________________________________________
>>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>
>>>>Community help: http://wiki.bestpractical.com
>>>>Commercial support: sales at bestpractical.com
>>>>
>>>>
>>>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>>>>Buy a copy at http://rtbook.bestpractical.com
>>>>
>>>>
>>>>We're hiring! Come hack Perl for Best Practical: 
>>>>http://bestpractical.com/about/jobs.html
>>>>
>>>
>>>
> 


From pavel.ruzicka at i.cz  Thu Mar 30 03:22:19 2006
From: pavel.ruzicka at i.cz (Pavel Ruzicka)
Date: Thu, 30 Mar 2006 10:22:19 +0200
Subject: [rt-users] Decoding quoted mail addresses in RT mailgate
In-Reply-To: <589c94400603240146l60190e28l1fd49873c9a16831@mail.gmail.com>
References: <20060321140137.GF23475@pan.dimdi.de>
	<589c94400603240146l60190e28l1fd49873c9a16831@mail.gmail.com>
Message-ID: <442B953B.7070700@i.cz>

Hello,

we have same issue with From and similar with Subject encoded headers in
RT 3.2.2.


### From Header problem ###
from original mail made by Outlook:
From: =?iso-8859-2?Q?B=EChoun_Anton=EDn=2C_Ing.?= <antonin at xx.cz>

Ticket requestor: "B?hounek" (without email address!)


### Subject header problem ###
Subject header extracted from procmail via SUBJECT=`formail -x Subject:`
before processed in RT is

=?ISO-8859-2?Q?smaz=E1n=ED_p=F8=EDpadu_ZIV/P1281/2006/TYF_=28=E8.?=

String "3715111)   M<C4><9B><C3><9A> N<C3><A1>chod" is missing at the
end of Subject header cited. Same string RT aplication reports to be
unknown header when generates AutoReply:

[Tue Mar 28 12:41:29 2006] [error]: error:    couldn't parse head; error
near:
3715111)   M<C4><9B><C3><9A> N<C3><A1>chod
(/opt/RT/local/lib/RT/Template_Overlay.pm:363)

There is no problem generating other notifications on the same
transaction and ticket also has Subject set up well, but RT didnt send
AutoReply.


### configuration ###
@EmailInputEncodings = qw(utf-8 iso-8859-1 iso-8859-2 us-ascii) unless
(@EmailInputEncodings);


RT logged some UTF characters (see above), its afaik ok, because web ui
is in UTF-8. Is this problem with some MIME::* module ?


ruza

On 03/24/06 10:46, Ruslan Zakirov wrote:
> We need MIME message generated from Outlook that represents problem to
> add to the test suite.
> 
> On 3/21/06, Philipp Niemann <niemann at dimdi.de> wrote:
>> Hello!
>>
>> Though I searched the past four month of listarchive for something
>> similar, I haven't found anything near. Hear this:
>>
>> We have RT Version 3.4.4 installed on a Debian/GNU Linux Release sarge
>> with modperl and apache1.
>>
>> Some of our users have MS Outlook as MUA. Our realname policy for email
>> is: "surname, given name" <email.address at dimdi.de>
>>
>> Everything is just fine as long as the name of the user doesn't contain
>> any special chars like German umlauts or such. In case of a special char
>> in the surname or given name, Outlook encodes the From header according
>> to RFC. The problem is that Outlook (wrongly) encodes the quotation marks
>> into the From address, too.
>>
>> When such an encoded From Address arrives at RT mailgateway, the
>> software does the following (I added Umlauts to the names for accuracy):
>>
>> 1) Realise the From is quoted
>> 2) Start with a Quotation mark: "
>> 3) Decode Address: "surn?me, given n?me"
>> 4) End encoded string with quotation mark: "
>> 5) Add mail address itself
>>
>> Result:
>> ""surn?me, given n?me"" <email.address at dimdi.de>
>>
>> Which in turn results in Autoreply Mail from RT destined to User "" and
>> User "" -- and RT not realizing the (existing) User. The resulting ticket
>> is listed with Requestor "".
>>
>> Wrong behaviour. My own MUA, mutt, decodes this stuff correctly,
>> prepending a backslash to the encoded quotation marks after decoding,
>> resulting in the correctly decoded From address like this:
>>
>> "\"surn?me, given n?me\"" <email.address at dimdi.de>
>>
>> I tried to figure out which perl module is the right to file a bug
>> against. I don't think this is RT itself as RT uses lots of perl mods to
>> decode email. Might be Mail::Address, right?
>>
>> As I don't have any hope of getting rid of Outlook I would greatly
>> appreciate hints on the right module or ideas for a workaround.
>>
>> I have some tcpdump sessions with very detailed information about the
>> issue. Feel free to ask for further details if needed.
>>
>> Regards,
>> Philipp
>> --
>> Philipp Niemann                                       DIMDI
>> Abteilung D / AG D4
>> Peripherie / UNIX-Systembetreuer     Waisenhausgasse 36-38a
>> Tel. : 0221/4724-281                            50676 Koeln
> 
> --
> Best regards, Ruslan.
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 
> 
> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html

-- 
Pavel Ruzicka, ICZ

*** ICZ a.s. ******************************
Hvezdova 1689/2a, 140 00 Prague 4, CZ
tel: +420 24 41 00 111   _
Fax: +420 24 41 00 222  @_}-,^--`--
GSM: +420 724 429 641
mailto:pavel.ruzicka at i.cz http://www.i.cz
*******************************************



From slav at zeos.net  Thu Mar 30 04:51:02 2006
From: slav at zeos.net (Vyacheslav Graychenko)
Date: Thu, 30 Mar 2006 12:51:02 +0300
Subject: [rt-users] RT perl modules documentation.
Message-ID: <442BAA06.6030804@zeos.net>

Hello everybody!

Tell me plz where can I get documentation about RT perl modules tree?
Structured and clear?

Thanx



From cto at lanusa.com  Thu Mar 30 04:56:56 2006
From: cto at lanusa.com (Michael Erana)
Date: Thu, 30 Mar 2006 04:56:56 -0500
Subject: [rt-users] Anyone know the status of RT-ProjectManager?
Message-ID: <FF4FA4421218954E9B0ACC1D01883FFB7924B4@pcn-exch1.pcn.local>

Ditto on the;

"|=> If you go off-list, please copy me in?"

Michael Era?a, CISSP
CTO
PC Network, Inc.          
eranam at lanusa.com


From cto at lanusa.com  Thu Mar 30 05:03:00 2006
From: cto at lanusa.com (Michael Erana)
Date: Thu, 30 Mar 2006 05:03:00 -0500
Subject: [rt-users] RT migration and upgrade
Message-ID: <FF4FA4421218954E9B0ACC1D01883FFB7924B5@pcn-exch1.pcn.local>

Hmmm,
 
My take on this would be to:
 
1. Re-dump from original with the proper flags.
2. dump from current with proper flags
3. Diff dump from orign and dump from new and set aside changes
4. restore original to 'safe' DB
5. restore diff results over top of original in 'safe' DB
 
In theory, this should re-stablish the last known state, isolate the changes, then re-append the changes.
 
This is of course the ugly way to do it. If you were doing binary logging and you started that on the go-live date, then you could just re-roll forward those transactions (assuming they hadn't been flushed) over top of a restore of the original. The method above is my 'ugly' sqlDBA crippled method (referring to my particular skills and not necessarily yours)...
 
G'luck

Michael Era?a, CISSP
CTO
PC Network, Inc.          
eranam at lanusa.com   

 
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From cto at lanusa.com  Thu Mar 30 05:36:25 2006
From: cto at lanusa.com (Michael Erana)
Date: Thu, 30 Mar 2006 05:36:25 -0500
Subject: [rt-users] How can I detect unauthorized changes to RT?
Message-ID: <FF4FA4421218954E9B0ACC1D01883FFB7924B6@pcn-exch1.pcn.local>

Just to expand a bit on derSouris' and Jesse's suggestions;

I'd probably follow this process:

To monitor the actual files and mods:

1. Post install - create a repository on SVN or CVS and commit the base profile as a reference.
2. Secure access to repository to controlled account
3. Create cron job that runs a diff against the files on the file system vs the repository and create a hook script that will e-mail on change detection.

To monitor the DB schema:

1. Post install - dump the schema to file.
2. Commit known good schema into the repository (created from prior phase)
3. Use similar script as in #3 in above phase but first dumps the schema over older version (to refresh) and then compare current snapshot with repository and alert as mentioned before.

That method will actually show you what changed... The tripwire method is good for alerting of a change but I can't recall how far tripwire goes into actually telling you the nature of the change in the files. If I recall correctly tripwire simply does a hash comparison...

Regards,


Michael Era?a, CISSP
CTO
PC Network, Inc.          
eranam at lanusa.com   

 

|=> -----Original Message-----
|=> From: rt-users-bounces at lists.bestpractical.com 
|=> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
|=> Of Jesse Vincent
|=> Sent: Wednesday, March 29, 2006 8:17 PM
|=> To: Marc Tisseur
|=> Cc: rt-users at lists.bestpractical.com
|=> Subject: Re: [rt-users] How can I detect unauthorized changes to RT?
|=> 
|=> 
|=> 
|=> 
|=> On Wed, Mar 29, 2006 at 12:29:39PM -0500, Marc Tisseur wrote:
|=> > Greetings,
|=> > 
|=> > I want to monitor my RT installation for unauthorized 
|=> changes. I can 
|=> > use an intrusion tool to detect changes to the files 
|=> (AIDE, Tripwire, 
|=> > etc), but I'm interested in changes to objects that are 
|=> stored in the 
|=> > database itself (e.g. global scrips, templates, custom fields).
|=> > 
|=> > Has anyone implemented a solution for a similar 
|=> requirement, or can 
|=> > offer better suggestions?
|=> > 
|=> 
|=> I've not seen this done before, but the suggestion that you 
|=> dump the relevant tables and look for changes seems sane. 
|=> Whatever you end up with, I'd be thrilled if you could 
|=> document it on http://wiki.bestpractical.com 
|=> 
|=> Thanks,
|=> Jesse
|=> _______________________________________________
|=> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
|=> 
|=> Community help: http://wiki.bestpractical.com Commercial 
|=> support: sales at bestpractical.com
|=> 
|=> 
|=> Discover RT's hidden secrets with RT Essentials from 
|=> O'Reilly Media. 
|=> Buy a copy at http://rtbook.bestpractical.com
|=> 
|=> 
|=> We're hiring! Come hack Perl for Best Practical: 
|=> http://bestpractical.com/about/jobs.html
|=> 


From cto at lanusa.com  Thu Mar 30 05:41:05 2006
From: cto at lanusa.com (Michael Erana)
Date: Thu, 30 Mar 2006 05:41:05 -0500
Subject: [rt-users] Who gets to be a Requestor?
Message-ID: <FF4FA4421218954E9B0ACC1D01883FFB7924B7@pcn-exch1.pcn.local>

How about funnelling the SPAM reports through a known host so that the SPAM filter can whitelist that host and those messages will get through unscathed... Or create a separate alias for the spam e-mails that is whitelisted (and different from the e-mail address of the RT box).

Michael Era?a, CISSP
CTO
PC Network, Inc.          
eranam at lanusa.com   

 

|=> -----Original Message-----
|=> From: rt-users-bounces at lists.bestpractical.com 
|=> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
|=> Of Mike Friedman
|=> Sent: Thursday, March 30, 2006 12:41 AM
|=> To: Jesse Vincent
|=> Cc: rt-users at lists.bestpractical.com
|=> Subject: Re: [rt-users] Who gets to be a Requestor?
|=> 
|=> -----BEGIN PGP SIGNED MESSAGE-----
|=> Hash: SHA1
|=> 
|=> On Wed, 29 Mar 2006 at 22:07 (-0500), Jesse Vincent wrote:
|=> 
|=> >> I've been under the impression that RT will add to the 
|=> Requestor list 
|=> >> for a ticket the origin email address of anyone who 
|=> corresponds on a 
|=> >> ticket, either to create it or for an existing ticket.
|=> >
|=> > That's not the case. If it were, I could add myself as a 
|=> requestor on 
|=> > all your tickets by spamming you. That could be kinda dangerous ;)
|=> 
|=> Jesse,
|=> 
|=> That makes sense.  I guess I was confused because we have a 
|=> perl script that sends notices to people and also updates 
|=> RT, including setting the Requestors to the recipients of 
|=> our notices.
|=> 
|=> Also, since we already get so much spam, we have many 
|=> tickets whose Requestors are spam addresses (i.e., the 
|=> creators of tickets).  We are planning to put up a spam 
|=> interceptor, but we need to decide on the best way to 
|=> design this, because some incoming mail parcels that look 
|=> like spam actually are legitimate *reports* of spam (where 
|=> the actual spam is being forwarded by the complainant) that 
|=> we are obligated to handle and track in RT as well.
|=> 
|=> Anyway, thanks for helping me clear my mind.
|=> 
|=> Mike
|=> 
|=> ____________________________________________________________
|=> _________
|=> Mike Friedman                   System and Network Security
|=> mikef at ack.Berkeley.EDU          2484 Shattuck Avenue
|=> 1-510-642-1410                  University of California at Berkeley
|=> http://ack.Berkeley.EDU/~mikef  
|=> http://security.berkeley.edu 
|=> ____________________________________________________________
|=> _________
|=> 
|=> -----BEGIN PGP SIGNATURE-----
|=> Version: PGP 6.5.8
|=> 
|=> iQA/AwUBRCtvja0bf1iNr4mCEQLn+wCggQL1RjY5kPTLTeCb72gIsTIsA28An2Sm
|=> IALsatZ9SZK7v05jMiZyZHNB
|=> =wh/s
|=> -----END PGP SIGNATURE-----
|=> _______________________________________________
|=> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
|=> 
|=> Community help: http://wiki.bestpractical.com Commercial 
|=> support: sales at bestpractical.com
|=> 
|=> 
|=> Discover RT's hidden secrets with RT Essentials from 
|=> O'Reilly Media. 
|=> Buy a copy at http://rtbook.bestpractical.com
|=> 
|=> 
|=> We're hiring! Come hack Perl for Best Practical: 
|=> http://bestpractical.com/about/jobs.html
|=> 


From Joerg.Ungermann at web.de  Thu Mar 30 04:50:18 2006
From: Joerg.Ungermann at web.de (=?iso-8859-15?Q?J=F6rg_Ungermann?=)
Date: Thu, 30 Mar 2006 11:50:18 +0200
Subject: [rt-users] More Flexible Email Gateway
Message-ID: <490267275@web.de>

For incoming email we do need to have some more functions:

1. If sender is a known user > Try to guess the topic from Header or body> Route to queue
2. if sender is unknown > Create user in special group > Try to guess the topic from Header or body> Route to queue

Has anyone used an alternativ to the Email Gatewy?
Has anyone used something like natural language processing (NLP) for analysing the Emails in conjunction with RT?

Kind regards

JU


From Joerg.Ungermann at web.de  Thu Mar 30 04:46:22 2006
From: Joerg.Ungermann at web.de (=?iso-8859-15?Q?J=F6rg_Ungermann?=)
Date: Thu, 30 Mar 2006 11:46:22 +0200
Subject: [rt-users] Auto Create Users with additional data and user Group
Message-ID: <490261388@web.de>

Hi there,

we do have RT in use for Service and marketing contacts.

Now we need to achieve the following:

There are 2 major user groups:

- Customers - They are in the user table and get synchronized with the ERP system.
For them there is already a pitfall when they do not have email adress.  We inserted dummy email adresses for now.

- Leads: We want to track those in RT. But they shuld not be in the ERP.

Our call agents shell

1. Check if person is konwn
2. If not add them to user table including some adress data and custom fields
3. entered users should get  a separate group e.G. "leads"
4. Create tickets for this persons.

What is the best way to substitute the auto creation with a new user creation dialog?

Thanks

JU



From S.G.Tranter at lboro.ac.uk  Thu Mar 30 05:53:39 2006
From: S.G.Tranter at lboro.ac.uk (Stewart Tranter)
Date: Thu, 30 Mar 2006 11:53:39 +0100
Subject: [rt-users] People added as CC on ticket creation...
Message-ID: <442BB8B3.1010005@lboro.ac.uk>

Hello,

Can someone clarify if the people added at ticket creation to CC and 
Admin CC are classed (for the purposes of a scrip) as CC and Admin CC, 
or other recipients?  Basically, I want to notify people added as CC and 
Admin CC at ticket creation time and I need to know which action to use!

Thanks in advance,

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

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


From tim at timothyarnold.co.uk  Thu Mar 30 06:54:17 2006
From: tim at timothyarnold.co.uk (Timothy Arnold)
Date: Thu, 30 Mar 2006 12:54:17 +0100 (BST)
Subject: [rt-users] Blank Emails?
In-Reply-To: <20060329131113.GN4283@bestpractical.com>
References: <43903.217.10.128.170.1143628314.squirrel@webmail.ukshells.co.uk>
	<20060329131113.GN4283@bestpractical.com>
Message-ID: <48633.217.10.128.170.1143719657.squirrel@webmail.ukshells.co.uk>



> What version of RT are you using? Are these users yahoo webmail users?
> It's a known bug we fixed quite a while ago.

It's the latest version from the Debian stable tree - 3.4.1. Can't say if
they are all yahoo addresses but I will check.

At the moment I am saving copies of the messages at smtp time to see if it
is RT or the mail system!

Cheers
Tim



From jesse at bestpractical.com  Thu Mar 30 08:43:45 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 30 Mar 2006 08:43:45 -0500
Subject: [rt-users] Blank Emails?
In-Reply-To: <48633.217.10.128.170.1143719657.squirrel@webmail.ukshells.co.uk>
References: <43903.217.10.128.170.1143628314.squirrel@webmail.ukshells.co.uk>
	<20060329131113.GN4283@bestpractical.com>
	<48633.217.10.128.170.1143719657.squirrel@webmail.ukshells.co.uk>
Message-ID: <20060330134345.GS4283@bestpractical.com>




On Thu, Mar 30, 2006 at 12:54:17PM +0100, Timothy Arnold wrote:
> 
> 
> > What version of RT are you using? Are these users yahoo webmail users?
> > It's a known bug we fixed quite a while ago.
> 
> It's the latest version from the Debian stable tree - 3.4.1. Can't say if
> they are all yahoo addresses but I will check.

Yes. This was fixed after 3.4.1.

> At the moment I am saving copies of the messages at smtp time to see if it
> is RT or the mail system!
> 
> Cheers
> Tim
> 

-- 


From rouilj at renesys.com  Thu Mar 30 09:42:21 2006
From: rouilj at renesys.com (John Rouillard)
Date: Thu, 30 Mar 2006 09:42:21 -0500
Subject: [rt-users] How can I detect unauthorized changes to RT?
In-Reply-To: <20060330011647.GC4283@bestpractical.com>
References: <125286D2A0B79B41A0C0A4FA4C3D0E98544D99@VORTEX.concordia.ca>
	<20060330011647.GC4283@bestpractical.com>
Message-ID: <20060330144221.GD7770@renesys.com>

On Wed, Mar 29, 2006 at 08:16:51PM -0500, Jesse Vincent wrote:
> 
> 
> 
> On Wed, Mar 29, 2006 at 12:29:39PM -0500, Marc Tisseur wrote:
> > Greetings,
> > 
> > I want to monitor my RT installation for unauthorized changes. I
> > can use an intrusion tool to detect changes to the files (AIDE,
> > Tripwire, etc), but I'm interested in changes to objects that are
> > stored in the database itself (e.g. global scrips, templates,
> > custom fields).
> > 
> > Has anyone implemented a solution for a similar requirement, or
> > can offer better suggestions?
> > 
> 
> I've not seen this done before, but the suggestion that you dump the
> relevant tables and look for changes seems sane. Whatever you end up
> with, I'd be thrilled if you could document it on
> http://wiki.bestpractical.com

Another possibility might be database triggers on update for the
tables you want to watch.  Don't know well that works with mysql but
it worked fine for a similar problem on oracle that had nothing to do
with RT. They used a trigger to update an audit table that was scanned
on a regular basis.

I don't remember if the trigger copied the original entry to an
alternate table or not to allow reverting the change. I remember it
being discussed but not the outcome.

-- 
				-- rouilj

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


From jesse at bestpractical.com  Thu Mar 30 09:53:34 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 30 Mar 2006 09:53:34 -0500
Subject: [rt-users] How can I detect unauthorized changes to RT?
In-Reply-To: <20060330144221.GD7770@renesys.com>
References: <125286D2A0B79B41A0C0A4FA4C3D0E98544D99@VORTEX.concordia.ca>
	<20060330011647.GC4283@bestpractical.com>
	<20060330144221.GD7770@renesys.com>
Message-ID: <20060330145334.GU4283@bestpractical.com>



> Another possibility might be database triggers on update for the
> tables you want to watch.  Don't know well that works with mysql but
> it worked fine for a similar problem on oracle that had nothing to do
> with RT. They used a trigger to update an audit table that was scanned
> on a regular basis.

That would assume that an attacker couldn't exploit the database below
the SQL level to modify things.

> I don't remember if the trigger copied the original entry to an
> alternate table or not to allow reverting the change. I remember it
> being discussed but not the outcome.
> 
> -- 
> 				-- rouilj
> 
> John Rouillard
> System Administrator
> Renesys Corporation
> 603-643-9300 x 111
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly 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 tim at timothyarnold.co.uk  Thu Mar 30 11:01:41 2006
From: tim at timothyarnold.co.uk (Timothy Arnold)
Date: Thu, 30 Mar 2006 17:01:41 +0100 (BST)
Subject: [rt-users] Blank Emails?
In-Reply-To: <20060330134345.GS4283@bestpractical.com>
References: <43903.217.10.128.170.1143628314.squirrel@webmail.ukshells.co.uk>
	<20060329131113.GN4283@bestpractical.com>
	<48633.217.10.128.170.1143719657.squirrel@webmail.ukshells.co.uk>
	<20060330134345.GS4283@bestpractical.com>
Message-ID: <49340.217.10.128.170.1143734501.squirrel@webmail.ukshells.co.uk>



> Yes. This was fixed after 3.4.1.

Thanks. I have now upgraded to 3.4.5. I don't suppose anyone is
maintaining Debian packages for Sarge?

Cheers
Tim



From jfenner at vitamix.com  Thu Mar 30 11:01:44 2006
From: jfenner at vitamix.com (Jason Fenner)
Date: Thu, 30 Mar 2006 11:01:44 -0500
Subject: [rt-users] Setting user CustomField through Perl Script
In-Reply-To: <589c94400603292011x20e19fcfv217cd9d78a9f2991@mail.gmail.com>
References: <442ADBCD.1060203@vitamix.com>
	<589c94400603292011x20e19fcfv217cd9d78a9f2991@mail.gmail.com>
Message-ID: <442C00E8.5030609@vitamix.com>


I have tried your recommendation but I am getting this error message:
[Thu Mar 30 16:00:19 2006] [error]: Couldn't add CF value: Custom field 
7 does not apply to this object (test2.pl:57)


I guess my question is regarding your example.  Is $user supposed to by 
a RT::Record object or a RT::User object?



The code I am trying is:
-------------------------------------------------------------------------------------------------------
my $CurrentUser = new RT::CurrentUser($RT::SystemUser);

    # Try username first
#    $CurrentUser->LoadByName($name) if $name;

#my $CustomFields = RT::CustomFields->new($CurrentUser);
my $record = new RT::Record($CurrentUser);


#my $user = new RT::User->Load("JDF");
my ($status, $msg) = $record->AddCustomFieldValue( Field =>'7', Value => 
'000 - Corporate');
$RT::Logger->error("Couldn't add CF value: $msg") unless $status;

print $CurrentUser->Id;
print $CurrentUser->Name;

---------------------------------------------------------------------------------------------------------------------

Ruslan Zakirov wrote:

>my ($status, $msg) = $user->AddCustomFieldValue( Field =>
>'Department', Value => 'XXX');
>$RT::Logger->error("Couldn't add CF value: $msg") unless $status;
>
>perldoc lib/RT/Record.pm
>perldoc lib/RT/User*.pm
>perldoc ...
>
>On 3/29/06, Jason Fenner <jfenner at vitamix.com> wrote:
>  
>
>>Hi:
>>
>>I have a global CustomField called "Department" defined as type User in
>>my RT 3.4
>>
>>Through an external Perl script I query my Active Directory server for a
>>particular username and find a key called: Department.  Once I find that
>>key, I want to set the above CustomField for that user in RT to that
>>same value.
>>
>>However, I am stumped as to what object method, etc you use with RT in
>>order to set a CustomField value for a user?
>>
>>Can anyone toss me any clues?
>>
>>Thanks in advance,
>>Jason Fenner
>>
>>_______________________________________________
>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>>Community help: http://wiki.bestpractical.com
>>Commercial support: sales at bestpractical.com
>>
>>
>>Discover RT's hidden secrets with RT Essentials from O'Reilly 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 rouilj at renesys.com  Thu Mar 30 11:12:54 2006
From: rouilj at renesys.com (John Rouillard)
Date: Thu, 30 Mar 2006 11:12:54 -0500
Subject: [rt-users] How can I detect unauthorized changes to RT?
In-Reply-To: <20060330145334.GU4283@bestpractical.com>
References: <125286D2A0B79B41A0C0A4FA4C3D0E98544D99@VORTEX.concordia.ca>
	<20060330011647.GC4283@bestpractical.com>
	<20060330144221.GD7770@renesys.com>
	<20060330145334.GU4283@bestpractical.com>
Message-ID: <20060330161254.GF7770@renesys.com>

On Thu, Mar 30, 2006 at 09:53:34AM -0500, Jesse Vincent wrote:
> 
> 
> > Another possibility might be database triggers on update for the
> > tables you want to watch.  Don't know well that works with mysql but
> > it worked fine for a similar problem on oracle that had nothing to do
> > with RT. They used a trigger to update an audit table that was scanned
> > on a regular basis.
> 
> That would assume that an attacker couldn't exploit the database below
> the SQL level to modify things.

I assumed the OP wanted auditing of the database for changes to the
tables when done via RT.

However, that's a good point. As I said I am not sure how permissions
on triggers etc work on mysql. If a normal user can bypass then it's
not useful. If you allow all your users access to the root user in
mysql well then you deserve what you get.

-- 
				-- rouilj

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


From cto at lanusa.com  Thu Mar 30 11:35:12 2006
From: cto at lanusa.com (Michael Erana)
Date: Thu, 30 Mar 2006 11:35:12 -0500
Subject: [rt-users] Blank Emails?
Message-ID: <FF4FA4421218954E9B0ACC1D01883FFB7924DE@pcn-exch1.pcn.local>

|=> -----Original Message-----
|=> 
|=> Thanks. I have now upgraded to 3.4.5. I don't suppose 
|=> anyone is maintaining Debian packages for Sarge?

http://packages.debian.org/stable/misc/request-tracker3.4

The primary maintainer ( Stephen Quinney ) is dropping out and it looks like the new fellow will be Andrew Stribblehill.




Michael Era?a, CISSP
CTO
PC Network, Inc.          
eranam at lanusa.com   

 


From boeheim at slac.stanford.edu  Thu Mar 30 12:18:28 2006
From: boeheim at slac.stanford.edu (Chuck Boeheim)
Date: Thu, 30 Mar 2006 09:18:28 -0800
Subject: [rt-users] Anyone know the status of RT-ProjectManager?
In-Reply-To: <442AC5FF.6040303@acm.org>
References: <4429AD4B.8070603@where.net>	<20060328223753.GR4283@bestpractical.com>	<4429C22C.1000804@where.net>
	<20060329011623.GZ4283@bestpractical.com>
	<442AC5FF.6040303@acm.org>
Message-ID: <CFBA29B5-42F2-4682-8C7F-36A8B1E2C618@slac.stanford.edu>

We're just starting to model our installation workflow in RT, in
the following way.  The Installation queue has some custom fields
attached to tickets to indicate tasks that are typically
involved in the installation of new equipment:
   OrderStatus
   Power
   Network
   Rack
   DNS
   OSInstall
These are drop-down lists with possible values of (none),
Required, and Completed.  Setting one or more fields to
Required creates a child ticket for that subtask, using
a template that puts the child ticket in the correct
queue, assigned to the correct person for the subtask
(with adminCC to the person's backup).  When the subtask
is resolved, the corresponding custom field in the parent
ticket is changed to Completed, so the parent ticket
has a summary of the subtask status.

We're playing with attaching pdfs of the purchase order
to the ticket, and links to the purchase database, but
this is not automated yet.

We're still refining the process and stepping through the
first few installs using it to see what needs to be changed,
so I'm not ready to post any code just yet, but we can do
that when it settles down in a bit.

One question is how much this intersects with the capabilities
of RT-ProjectManager, and what we would have done differently
if that were available?  We are lacking a good way to
get a look at the whole project without opening each
child ticket, and a way to automatically update child
tickets if there are changes that affect them (e.g.,
if the user increases the size of the order, the
child tickets for power planning and rack space should
be updated with the new requirements).

Chuck Boeheim
boeheim at slac.stanford.edu



On Mar 29, 2006, at 9:38 AM, Roderick A. Anderson wrote:

> Jesse Vincent wrote:
>> On Tue, Mar 28, 2006 at 04:09:32PM -0700, Jason Forbes wrote:
>>> So, is it usable? Or should I look for something else? We can  
>>> take this
>>> off-list if you'd prefer. Jason
>>>
>> That particular tool isn't useful these days, though plenty of  
>> folks use
>> regular RT for project management. I'd be thrilled to see or work on
>> Gantt charts, PERT charts and the rest ;)
>
> I'm researching this functionality ( started yesterday after over a  
> month of letting messages build up in the folder ).  I'm not sure  
> if it is PM I'm looking for as much as a method to do work flow  
> using RT.
>
> We have several complex ( and reoccurring ) projects with several  
> dependencies and dependencies of dependencies.  These happen on a  
> regular basis ( monthly, bi-monthly ) and sometimes irregularly.
>
> I'm looking for a way to automagically create all the tickets and  
> sub tickets then probably edit each correcting due date and the  
> assigned to for each of the projects.
>
> Charting is OK but less necessary.
>
> Suggestions?
>
> What would it cost to whip RT-ProjectManager into shape?
>
>
> Rod
> -- 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly  
> Media. Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical: http:// 
> bestpractical.com/about/jobs.html



From ruslan.zakirov at gmail.com  Thu Mar 30 12:36:04 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 30 Mar 2006 21:36:04 +0400
Subject: [rt-users] Setting user CustomField through Perl Script
In-Reply-To: <442C00E8.5030609@vitamix.com>
References: <442ADBCD.1060203@vitamix.com>
	<589c94400603292011x20e19fcfv217cd9d78a9f2991@mail.gmail.com>
	<442C00E8.5030609@vitamix.com>
Message-ID: <589c94400603300936t2eebdfa2oc1affe1b501199bb@mail.gmail.com>

On 3/30/06, Jason Fenner <jfenner at vitamix.com> wrote:
>
> I have tried your recommendation but I am getting this error message:
> [Thu Mar 30 16:00:19 2006] [error]: Couldn't add CF value: Custom field
> 7 does not apply to this object (test2.pl:57)
look into Configuration->Custom FIelds->CF XXX->Applies to.


>
>
> I guess my question is regarding your example.  Is $user supposed to by
> a RT::Record object or a RT::User object?
RT::User is a RT::Record, it's subclass of the RT::Record class.


>
>
>
> The code I am trying is:
> -------------------------------------------------------------------------------------------------------
> my $CurrentUser = new RT::CurrentUser($RT::SystemUser);
>
>     # Try username first
> #    $CurrentUser->LoadByName($name) if $name;
>
> #my $CustomFields = RT::CustomFields->new($CurrentUser);
> my $record = new RT::Record($CurrentUser);
>
>
> #my $user = new RT::User->Load("JDF");
> my ($status, $msg) = $record->AddCustomFieldValue( Field =>'7', Value =>
> '000 - Corporate');
> $RT::Logger->error("Couldn't add CF value: $msg") unless $status;
your code is wrong, Load doesn't return object, but changes state of
the object. Code should be:

my $user = RT::User->new( $RT::SystemUser );
$user->Load("JDF");
die "Couldn't load user" unless $user->id;
my ($status, $msg) = $user->AddCustomFieldValue( Field =>'7', Value =>
'000 - Corporate');
$RT::Logger->error("Couldn't add CF value: $msg") unless $status;

>
> print $CurrentUser->Id;
> print $CurrentUser->Name;
>
> ---------------------------------------------------------------------------------------------------------------------
>
> Ruslan Zakirov wrote:
>
> >my ($status, $msg) = $user->AddCustomFieldValue( Field =>
> >'Department', Value => 'XXX');
> >$RT::Logger->error("Couldn't add CF value: $msg") unless $status;
> >
> >perldoc lib/RT/Record.pm
> >perldoc lib/RT/User*.pm
> >perldoc ...
> >
> >On 3/29/06, Jason Fenner <jfenner at vitamix.com> wrote:
> >
> >
> >>Hi:
> >>
> >>I have a global CustomField called "Department" defined as type User in
> >>my RT 3.4
> >>
> >>Through an external Perl script I query my Active Directory server for a
> >>particular username and find a key called: Department.  Once I find that
> >>key, I want to set the above CustomField for that user in RT to that
> >>same value.
> >>
> >>However, I am stumped as to what object method, etc you use with RT in
> >>order to set a CustomField value for a user?
> >>
> >>Can anyone toss me any clues?
> >>
> >>Thanks in advance,
> >>Jason Fenner
> >>
> >>_______________________________________________
> >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >>
> >>Community help: http://wiki.bestpractical.com
> >>Commercial support: sales at bestpractical.com
> >>
> >>
> >>Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >>Buy a copy at http://rtbook.bestpractical.com
> >>
> >>
> >>We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
> >>
> >>
> >>
> >
> >
> >--
> >Best regards, Ruslan.
> >
> >
>
>
>


--
Best regards, Ruslan.

From lists at akphs.com  Thu Mar 30 12:46:08 2006
From: lists at akphs.com (Phil Smith III)
Date: Thu, 30 Mar 2006 12:46:08 -0500
Subject: [rt-users] Problem upgrading to 3.5.5 from 3.4.4
Message-ID: <00a401c65421$d3cded60$6a01090a@Basement2>

Following the instructions in the README and UPGRADING (I think!), I had a number of dependencies to fix.

The make fixdeps was failing on a call to File::Path::rmtree trying to clean up ~/.cpan/build/tmp and the like.  I finally got testdeps happy by manually installing the dependencies using cpan.

Then make upgrade ran ok.

BUT it created etc/upgrade/3.5.1 and that directory was empty, so the rt-setup-database commands failed.  Trying to run at that point made Bad Things happen (undefined methods and the like), so I backed it out.

I'm probably doing something obviously wrong, but can't see what it is.  Any suggestions?

Thanks,
...phsiii



From raanders at acm.org  Thu Mar 30 13:47:23 2006
From: raanders at acm.org (Roderick A. Anderson)
Date: Thu, 30 Mar 2006 10:47:23 -0800
Subject: [rt-users] Anyone know the status of RT-ProjectManager?
In-Reply-To: <CFBA29B5-42F2-4682-8C7F-36A8B1E2C618@slac.stanford.edu>
References: <4429AD4B.8070603@where.net>	<20060328223753.GR4283@bestpractical.com>	<4429C22C.1000804@where.net>	<20060329011623.GZ4283@bestpractical.com>	<442AC5FF.6040303@acm.org>
	<CFBA29B5-42F2-4682-8C7F-36A8B1E2C618@slac.stanford.edu>
Message-ID: <442C27BB.5020905@acm.org>

This looks very promising for my needs at least.  Our work flow is 
pretty structured and would rarely need changes in child tickets.

Is your code looking generalized or is it tied closely to your process(es)?


Rod
-- 
Chuck Boeheim wrote:
> We're just starting to model our installation workflow in RT, in
> the following way.  The Installation queue has some custom fields
> attached to tickets to indicate tasks that are typically
> involved in the installation of new equipment:
>   OrderStatus
>   Power
>   Network
>   Rack
>   DNS
>   OSInstall
> These are drop-down lists with possible values of (none),
> Required, and Completed.  Setting one or more fields to
> Required creates a child ticket for that subtask, using
> a template that puts the child ticket in the correct
> queue, assigned to the correct person for the subtask
> (with adminCC to the person's backup).  When the subtask
> is resolved, the corresponding custom field in the parent
> ticket is changed to Completed, so the parent ticket
> has a summary of the subtask status.
> 
> We're playing with attaching pdfs of the purchase order
> to the ticket, and links to the purchase database, but
> this is not automated yet.
> 
> We're still refining the process and stepping through the
> first few installs using it to see what needs to be changed,
> so I'm not ready to post any code just yet, but we can do
> that when it settles down in a bit.
> 
> One question is how much this intersects with the capabilities
> of RT-ProjectManager, and what we would have done differently
> if that were available?  We are lacking a good way to
> get a look at the whole project without opening each
> child ticket, and a way to automatically update child
> tickets if there are changes that affect them (e.g.,
> if the user increases the size of the order, the
> child tickets for power planning and rack space should
> be updated with the new requirements).
> 
> Chuck Boeheim
> boeheim at slac.stanford.edu
> 

<snip />


From jfenner at vitamix.com  Thu Mar 30 13:50:18 2006
From: jfenner at vitamix.com (Jason Fenner)
Date: Thu, 30 Mar 2006 13:50:18 -0500
Subject: [rt-users] Setting user CustomField through Perl Script
In-Reply-To: <589c94400603300936t2eebdfa2oc1affe1b501199bb@mail.gmail.com>
References: <442ADBCD.1060203@vitamix.com>	
	<589c94400603292011x20e19fcfv217cd9d78a9f2991@mail.gmail.com>	
	<442C00E8.5030609@vitamix.com>
	<589c94400603300936t2eebdfa2oc1affe1b501199bb@mail.gmail.com>
Message-ID: <442C286A.1060806@vitamix.com>

Ok, that makes sense.  I tried it now and it works good.  Two other 
things though...

1) How would you work in the reverse, meaning, how would you print what 
value(s) a certain CF has set? 
2) Where is the structure of the RT clases documented?  How does one 
find what class is related to which one?


Ruslan Zakirov wrote:

>On 3/30/06, Jason Fenner <jfenner at vitamix.com> wrote:
>  
>
>>I have tried your recommendation but I am getting this error message:
>>[Thu Mar 30 16:00:19 2006] [error]: Couldn't add CF value: Custom field
>>7 does not apply to this object (test2.pl:57)
>>    
>>
>look into Configuration->Custom FIelds->CF XXX->Applies to.
>
>
>  
>
>>I guess my question is regarding your example.  Is $user supposed to by
>>a RT::Record object or a RT::User object?
>>    
>>
>RT::User is a RT::Record, it's subclass of the RT::Record class.
>
>
>  
>
>>
>>The code I am trying is:
>>-------------------------------------------------------------------------------------------------------
>>my $CurrentUser = new RT::CurrentUser($RT::SystemUser);
>>
>>    # Try username first
>>#    $CurrentUser->LoadByName($name) if $name;
>>
>>#my $CustomFields = RT::CustomFields->new($CurrentUser);
>>my $record = new RT::Record($CurrentUser);
>>
>>
>>#my $user = new RT::User->Load("JDF");
>>my ($status, $msg) = $record->AddCustomFieldValue( Field =>'7', Value =>
>>'000 - Corporate');
>>$RT::Logger->error("Couldn't add CF value: $msg") unless $status;
>>    
>>
>your code is wrong, Load doesn't return object, but changes state of
>the object. Code should be:
>
>my $user = RT::User->new( $RT::SystemUser );
>$user->Load("JDF");
>die "Couldn't load user" unless $user->id;
>my ($status, $msg) = $user->AddCustomFieldValue( Field =>'7', Value =>
>'000 - Corporate');
>$RT::Logger->error("Couldn't add CF value: $msg") unless $status;
>
>  
>
>>print $CurrentUser->Id;
>>print $CurrentUser->Name;
>>
>>---------------------------------------------------------------------------------------------------------------------
>>
>>Ruslan Zakirov wrote:
>>
>>    
>>
>>>my ($status, $msg) = $user->AddCustomFieldValue( Field =>
>>>'Department', Value => 'XXX');
>>>$RT::Logger->error("Couldn't add CF value: $msg") unless $status;
>>>
>>>perldoc lib/RT/Record.pm
>>>perldoc lib/RT/User*.pm
>>>perldoc ...
>>>
>>>On 3/29/06, Jason Fenner <jfenner at vitamix.com> wrote:
>>>
>>>
>>>      
>>>
>>>>Hi:
>>>>
>>>>I have a global CustomField called "Department" defined as type User in
>>>>my RT 3.4
>>>>
>>>>Through an external Perl script I query my Active Directory server for a
>>>>particular username and find a key called: Department.  Once I find that
>>>>key, I want to set the above CustomField for that user in RT to that
>>>>same value.
>>>>
>>>>However, I am stumped as to what object method, etc you use with RT in
>>>>order to set a CustomField value for a user?
>>>>
>>>>Can anyone toss me any clues?
>>>>
>>>>Thanks in advance,
>>>>Jason Fenner
>>>>
>>>>_______________________________________________
>>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>
>>>>Community help: http://wiki.bestpractical.com
>>>>Commercial support: sales at bestpractical.com
>>>>
>>>>
>>>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>>Buy a copy at http://rtbook.bestpractical.com
>>>>
>>>>
>>>>We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>>>>
>>>>
>>>>
>>>>        
>>>>
>>>--
>>>Best regards, Ruslan.
>>>
>>>
>>>      
>>>
>>
>>    
>>
>
>
>--
>Best regards, Ruslan.
>  
>




From todd at chaka.net  Thu Mar 30 14:01:05 2006
From: todd at chaka.net (Todd Chapman)
Date: Thu, 30 Mar 2006 14:01:05 -0500
Subject: [rt-users] RT::Attribute::Name unimplemented error
Message-ID: <20060330190105.GD1842@chaka.net>

I'm sporadically getting this error on our production system.

RT 3.4.4
DBIx::SearchBuilder 1.40
AT 1.2.bleeding_edge

Others have reported this error and upgrading SB has been
the usual response. Any suggestions?

-Todd



From sturner at MIT.EDU  Thu Mar 30 14:00:03 2006
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 30 Mar 2006 14:00:03 -0500
Subject: [rt-users] Message box - hard vs soft wrapping
Message-ID: <6.2.3.4.2.20060330135308.0331f150@po14.mit.edu>

Our RT has used the default wrap mode of "Hard" for message text 
boxes since we began. However, we just discovered that if you have a 
signature with a line longer than the width of the message box, the 
wrapping splits the line in two. On the reply screen, this causes RT 
to add a comment even if nothing has been typed in.

Changing to soft wrapping fixes this problem, but I just want to ask 
if I'm going to break something else by doing this - I'm figuring the 
default wrap setting must be "hard" for a reason...

Thanks,
Steve


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




From jfenner at vitamix.com  Thu Mar 30 14:36:22 2006
From: jfenner at vitamix.com (Jason Fenner)
Date: Thu, 30 Mar 2006 14:36:22 -0500
Subject: [rt-users] Setting user CustomField through Perl Script
In-Reply-To: <442ADBCD.1060203@vitamix.com>
References: <442ADBCD.1060203@vitamix.com>
Message-ID: <442C3336.5070603@vitamix.com>

Does anyone know what method to use in a perl script in order to print 
out Values are set for a certain customfield of a certain user?

Thank You in advance,
Jason Fenner

Jason Fenner wrote:

> Hi:
>
> I have a global CustomField called "Department" defined as type User 
> in my RT 3.4
>
> Through an external Perl script I query my Active Directory server for 
> a particular username and find a key called: Department.  Once I find 
> that key, I want to set the above CustomField for that user in RT to 
> that same value.
> However, I am stumped as to what object method, etc you use with RT in 
> order to set a CustomField value for a user?
> Can anyone toss me any clues?
> Thanks in advance,
> Jason Fenner
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical: 
> http://bestpractical.com/about/jobs.html
>




From ruslan.zakirov at gmail.com  Thu Mar 30 14:40:50 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 30 Mar 2006 23:40:50 +0400
Subject: [rt-users] Setting user CustomField through Perl Script
In-Reply-To: <442C3336.5070603@vitamix.com>
References: <442ADBCD.1060203@vitamix.com> <442C3336.5070603@vitamix.com>
Message-ID: <589c94400603301140x509b1c3bo416f28bf3119f6ca@mail.gmail.com>

perldoc lib/RT/Record.pm

On 3/30/06, Jason Fenner <jfenner at vitamix.com> wrote:
> Does anyone know what method to use in a perl script in order to print
> out Values are set for a certain customfield of a certain user?
>
> Thank You in advance,
> Jason Fenner
>
> Jason Fenner wrote:
>
> > Hi:
> >
> > I have a global CustomField called "Department" defined as type User
> > in my RT 3.4
> >
> > Through an external Perl script I query my Active Directory server for
> > a particular username and find a key called: Department.  Once I find
> > that key, I want to set the above CustomField for that user in RT to
> > that same value.
> > However, I am stumped as to what object method, etc you use with RT in
> > order to set a CustomField value for a user?
> > Can anyone toss me any clues?
> > Thanks in advance,
> > Jason Fenner
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
> >
> > We're hiring! Come hack Perl for Best Practical:
> > http://bestpractical.com/about/jobs.html
> >
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>


--
Best regards, Ruslan.

From ruslan.zakirov at gmail.com  Thu Mar 30 14:43:10 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 30 Mar 2006 23:43:10 +0400
Subject: [rt-users] RT::Attribute::Name unimplemented error
In-Reply-To: <20060330190105.GD1842@chaka.net>
References: <20060330190105.GD1842@chaka.net>
Message-ID: <589c94400603301143y2be0e830wa3178c558babe4cb@mail.gmail.com>

On 3/30/06, Todd Chapman <todd at chaka.net> wrote:
> I'm sporadically getting this error on our production system.
>
> RT 3.4.4
> DBIx::SearchBuilder 1.40
> AT 1.2.bleeding_edge
>
> Others have reported this error and upgrading SB has been
> the usual response. Any suggestions?
That would be really cool if you fix it :) I couldn't even replicate it.

>
> -Todd

--
Best regards, Ruslan.

From boeheim at slac.stanford.edu  Thu Mar 30 15:18:53 2006
From: boeheim at slac.stanford.edu (Chuck Boeheim)
Date: Thu, 30 Mar 2006 12:18:53 -0800
Subject: [rt-users] Anyone know the status of RT-ProjectManager?
In-Reply-To: <442C27BB.5020905@acm.org>
References: <4429AD4B.8070603@where.net>	<20060328223753.GR4283@bestpractical.com>	<4429C22C.1000804@where.net>	<20060329011623.GZ4283@bestpractical.com>	<442AC5FF.6040303@acm.org>
	<CFBA29B5-42F2-4682-8C7F-36A8B1E2C618@slac.stanford.edu>
	<442C27BB.5020905@acm.org>
Message-ID: <F4649737-A241-4D21-B292-9B2530930D93@slac.stanford.edu>

It's fairly generalized, except for deciding which custom
fields you want and designing the templates.

Chuck Boeheim
boeheim at slac.stanford.edu



On Mar 30, 2006, at 10:47 AM, Roderick A. Anderson wrote:

> This looks very promising for my needs at least.  Our work flow is  
> pretty structured and would rarely need changes in child tickets.
>
> Is your code looking generalized or is it tied closely to your  
> process(es)?
>
>
> Rod


From todd at chaka.net  Thu Mar 30 15:44:17 2006
From: todd at chaka.net (Todd Chapman)
Date: Thu, 30 Mar 2006 15:44:17 -0500
Subject: [rt-users] RT::Attribute::Name unimplemented error
In-Reply-To: <589c94400603301143y2be0e830wa3178c558babe4cb@mail.gmail.com>
References: <20060330190105.GD1842@chaka.net>
	<589c94400603301143y2be0e830wa3178c558babe4cb@mail.gmail.com>
Message-ID: <20060330204417.GE1842@chaka.net>

On Thu, Mar 30, 2006 at 11:43:10PM +0400, Ruslan Zakirov wrote:
> On 3/30/06, Todd Chapman <todd at chaka.net> wrote:> I'm sporadically getting this error on our production system.>> RT 3.4.4> DBIx::SearchBuilder 1.40> AT 1.2.bleeding_edge>> Others have reported this error and upgrading SB has been> the usual response. Any suggestions?That would be really cool if you fix it :) I couldn't even replicate it.
> >> -Todd
> --Best regards, Ruslan.

Sure, no problem. :)


From bobg at uic.edu  Thu Mar 30 15:47:32 2006
From: bobg at uic.edu (Bob Goldstein)
Date: Thu, 30 Mar 2006 14:47:32 -0600
Subject: [rt-users] RT::Attribute::Name unimplemented error 
In-Reply-To: Your message of "Thu, 30 Mar 2006 14:01:05 EST."
	<20060330190105.GD1842@chaka.net> 
Message-ID: <200603302047.k2UKlW7s030231@remora.cc.uic.edu>


I got it one day.  After some inconclusive debugging, I just
flushed the mason cache and restarted the server,
and haven't seen it since.

   bobg

>I'm sporadically getting this error on our production system.
>
>RT 3.4.4
>DBIx::SearchBuilder 1.40
>AT 1.2.bleeding_edge
>
>Others have reported this error and upgrading SB has been
>the usual response. Any suggestions?
>
>-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/abou
>t/jobs.html
>


From sturner at MIT.EDU  Thu Mar 30 16:04:24 2006
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 30 Mar 2006 16:04:24 -0500
Subject: [rt-users] RT::Attribute::Name unimplemented error 
In-Reply-To: <200603302047.k2UKlW7s030231@remora.cc.uic.edu>
References: <Your message of "Thu,
	30 Mar 2006 14:01:05 EST." <20060330190105.GD1842@chaka.net>
	<200603302047.k2UKlW7s030231@remora.cc.uic.edu>
Message-ID: <6.2.3.4.2.20060330155502.0331f528@po14.mit.edu>

At Thursday 3/30/2006 03:47 PM, Bob Goldstein wrote:

>I got it one day.  After some inconclusive debugging, I just
>flushed the mason cache and restarted the server,
>and haven't seen it since.

That may be a coincidence - if I remember correctly, the problem is 
somewhere in the API code and/or SB, so flushing the mason cache 
wouldn't have any effect. The difficult thing about this problem was 
that there didn't seem to be a way to consistently reproduce it.

We finally made it go away by making a minor change in the SB code - 
the change was suggested by Jesse and our SB version is 1.36. I don't 
know if the fix has made its way into SB 1.40 or not, or if the fix 
would work in that version. Anyway, for the record, the change was to 
remove this line:

$field = $self->_Accessible($field, "column") if 
$self->_Accessible($field, "column");

from near the top of the __Value method in DBIx/SearchBuilder/Record.pm

Good luck,
Steve 



From jphayes at gmail.com  Thu Mar 30 16:18:12 2006
From: jphayes at gmail.com (John Paul Hayes)
Date: Thu, 30 Mar 2006 22:18:12 +0100
Subject: [rt-users] Canned responses
Message-ID: <8d4ad9b90603301318oe583a63s1ca04e6115de9a12@mail.gmail.com>

Hi rt-users,

An interesting idea just occured to me:

An integral part of my companies support function orbits around RT.
Since we get a large amount of queries from clients, it stands to reason
that you will get multiple
questions of the same type.

Therefore, would it be difficult to modify RT to include a canned response
facility where by in reply to
a support query you could select the appropiate response from a drop down
menu (by subject) and e-mail this in reply to the query.

Has anybody out there implemented such a facility or even tried to?

Ideas, expansions, analysis etc.. are greatly welcomed on this.

All the best,
JP

---------------------------------------
QOTD: "The most dangerous man, to any government, is the man who is able to
think things out for himself."--- H. L. Mencken
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From todd at chaka.net  Thu Mar 30 16:26:46 2006
From: todd at chaka.net (Todd Chapman)
Date: Thu, 30 Mar 2006 16:26:46 -0500
Subject: [rt-users] Canned responses
In-Reply-To: <8d4ad9b90603301318oe583a63s1ca04e6115de9a12@mail.gmail.com>
References: <8d4ad9b90603301318oe583a63s1ca04e6115de9a12@mail.gmail.com>
Message-ID: <20060330212646.GG1842@chaka.net>

On Thu, Mar 30, 2006 at 10:18:12PM +0100, John Paul Hayes wrote:
> Hi rt-users,
> 
> An interesting idea just occured to me:
> 
> An integral part of my companies support function orbits around RT.
> Since we get a large amount of queries from clients, it stands to reason
> that you will get multiple
> questions of the same type.
> 
> Therefore, would it be difficult to modify RT to include a canned response
> facility where by in reply to
> a support query you could select the appropiate response from a drop down
> menu (by subject) and e-mail this in reply to the query.
> 
> Has anybody out there implemented such a facility or even tried to?
> 
> Ideas, expansions, analysis etc.. are greatly welcomed on this.

RTFM  http://bestpractical.com/rtfm/

-Todd


From sturner at MIT.EDU  Thu Mar 30 16:30:55 2006
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 30 Mar 2006 16:30:55 -0500
Subject: [rt-users] Canned responses
In-Reply-To: <8d4ad9b90603301318oe583a63s1ca04e6115de9a12@mail.gmail.com
 >
References: <8d4ad9b90603301318oe583a63s1ca04e6115de9a12@mail.gmail.com>
Message-ID: <6.2.3.4.2.20060330162733.03334938@po14.mit.edu>

At Thursday 3/30/2006 04:18 PM, John Paul Hayes wrote:
>Hi rt-users,
>
>An interesting idea just occured to me:
>
>An integral part of my companies support function orbits around RT.
>Since we get a large amount of queries from clients, it stands to 
>reason that you will get multiple
>questions of the same type.
>
>Therefore, would it be difficult to modify RT to include a canned 
>response facility where by in reply to
>a support query you could select the appropiate response from a drop 
>down menu (by subject) and e-mail this in reply to the query.
>
>Has anybody out there implemented such a facility or even tried to?
>
>Ideas, expansions, analysis etc.. are greatly welcomed on this.
>
>All the best,
>JP

I've been playing around a bit with this - I thought I'd use the RT 
template scheme and it seems to work OK. A drop-down list of 
templates (queue and global) appears on the Reply screen and when you 
choose one, the parsed template is placed into the message box.

One limitation I decided on is that transaction references aren't 
allowed in the template. Well, they are, but they don't give you anything.

I'll dig out the code tomorrow.

Steve 



From rainer at ultra-secure.de  Thu Mar 30 17:08:24 2006
From: rainer at ultra-secure.de (Rainer Duffner)
Date: Fri, 31 Mar 2006 00:08:24 +0200
Subject: [rt-users] Can RT execute operating-system commands?
Message-ID: <442C56D8.5080005@ultra-secure.de>

Hi,


is it possible to use RT and approvals in a 
hosting-provisioning-scenario, where after an order is approved, the 
command to start the provisioning is triggered?



cheers,
Rainer


From Zul.Shariff at ca.trader.com  Thu Mar 30 17:44:13 2006
From: Zul.Shariff at ca.trader.com (Zul Shariff)
Date: Thu, 30 Mar 2006 15:44:13 -0700
Subject: [rt-users] Shredder question
Message-ID: <AB65530E18528C48AE168B428DE6BAEB51AF93@naes3.email.trader.corp>

Hi

I installed the Shredder module, restarted the web server etc.

I can go to 'shredder', select the plug-in type and enter the arguments
but when I click on 'search', I get a HTTP404 error..the page cannot be
found.

Did I miss some config step?

 

Zul Shariff

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From nsyed_99 at yahoo.com  Thu Mar 30 17:43:49 2006
From: nsyed_99 at yahoo.com (Syed Nasir)
Date: Thu, 30 Mar 2006 14:43:49 -0800 (PST)
Subject: [rt-users] Ticket creating problem
Message-ID: <20060330224349.3841.qmail@web50503.mail.yahoo.com>

Hi all,

I am new here and just installed rt 3.4.4 windows
version. 
I could not create the ticket. I submit the ticket, it
open a new URL windows but did not create ticket. I
received an internal error.

Is there anyone can help me to solve this ticket
creating. Any advice will be appreciated.
Thanks in advance.

Nasir Syed  

__________________________________________________
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 Mar 30 18:56:13 2006
From: lvanderf at internode.com.au (Luke Vanderfluit)
Date: Fri, 31 Mar 2006 09:26:13 +0930
Subject: [rt-users] Shredder question
In-Reply-To: <AB65530E18528C48AE168B428DE6BAEB51AF93@naes3.email.trader.corp>
References: <AB65530E18528C48AE168B428DE6BAEB51AF93@naes3.email.trader.corp>
Message-ID: <442C701D.4010500@internode.com.au>

Hi.

Zul Shariff wrote:

> Hi
>
> I installed the Shredder module, restarted the web server etc.
>
> I can go to 'shredder', select the plug-in type and enter the 
> arguments but when I click on 'search', I get a HTTP404 error..the 
> page cannot be found.
>
> Did I miss some config step?
>
When you click submit the path contains one 'shredder' too many.
It's a bug.

Kind regards.
Luke.

>  
>
> Zul Shariff
>
>------------------------------------------------------------------------
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>Buy a copy at http://rtbook.bestpractical.com
>
>
>We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>


-- 
Luke

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From ruslan.zakirov at gmail.com  Thu Mar 30 19:12:07 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 31 Mar 2006 04:12:07 +0400
Subject: [rt-users] Shredder question
In-Reply-To: <442C701D.4010500@internode.com.au>
References: <AB65530E18528C48AE168B428DE6BAEB51AF93@naes3.email.trader.corp>
	<442C701D.4010500@internode.com.au>
Message-ID: <589c94400603301612t6f9b0b2k303503dabc0cf3fe@mail.gmail.com>

On 3/31/06, Luke Vanderfluit <lvanderf at internode.com.au> wrote:
>  Hi.
>
>  Zul Shariff wrote:
>
>
>
> Hi
>
> I installed the Shredder module, restarted the web server etc.
>
> I can go to 'shredder', select the plug-in type and enter the arguments but
> when I click on 'search', I get a HTTP404 error..the page cannot be found.
>
> Did I miss some config step?
>  When you click submit the path contains one 'shredder' too many.
>  It's a bug.
yep, fix is in shredder svn. you can grab it from
http://opensvn.csie.org/rtx_shredder

>
>  Kind regards.
>  Luke.
>
>
>
>
>
>
> Zul Shariff ________________________________
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical:
> http://bestpractical.com/about/jobs.html
>
>
>  --
> Luke
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical:
> http://bestpractical.com/about/jobs.html
>
>


--
Best regards, Ruslan.

From ruslan.zakirov at gmail.com  Thu Mar 30 19:18:49 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 31 Mar 2006 04:18:49 +0400
Subject: [rt-users] Shredder question
In-Reply-To: <589c94400603301612t6f9b0b2k303503dabc0cf3fe@mail.gmail.com>
References: <AB65530E18528C48AE168B428DE6BAEB51AF93@naes3.email.trader.corp>
	<442C701D.4010500@internode.com.au>
	<589c94400603301612t6f9b0b2k303503dabc0cf3fe@mail.gmail.com>
Message-ID: <589c94400603301618h738f46yf3e9422d700177f9@mail.gmail.com>

On 3/31/06, Ruslan Zakirov <ruslan.zakirov at gmail.com> wrote:
> On 3/31/06, Luke Vanderfluit <lvanderf at internode.com.au> wrote:
> >  Hi.
> >
> >  Zul Shariff wrote:
> >
> >
> >
> > Hi
> >
> > I installed the Shredder module, restarted the web server etc.
> >
> > I can go to 'shredder', select the plug-in type and enter the arguments but
> > when I click on 'search', I get a HTTP404 error..the page cannot be found.
> >
> > Did I miss some config step?
> >  When you click submit the path contains one 'shredder' too many.
> >  It's a bug.
> yep, fix is in shredder svn. you can grab it from
> http://opensvn.csie.org/rtx_shredder
0.03_02 is on its way to CPAN with this fix

>
> >
> >  Kind regards.
> >  Luke.
> >
> >
> >
> >
> >
> >
> > Zul Shariff ________________________________
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
> >
> > We're hiring! Come hack Perl for Best Practical:
> > http://bestpractical.com/about/jobs.html
> >
> >
> >  --
> > Luke
> >
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
> >
> > We're hiring! Come hack Perl for Best Practical:
> > http://bestpractical.com/about/jobs.html
> >
> >
>
>
> --
> Best regards, Ruslan.
>


--
Best regards, Ruslan.

From jesse at bestpractical.com  Thu Mar 30 19:21:24 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 30 Mar 2006 19:21:24 -0500
Subject: [rt-users] Message box - hard vs soft wrapping
In-Reply-To: <6.2.3.4.2.20060330135308.0331f150@po14.mit.edu>
References: <6.2.3.4.2.20060330135308.0331f150@po14.mit.edu>
Message-ID: <20060331002123.GW4283@bestpractical.com>

> Changing to soft wrapping fixes this problem, but I just want to ask 
> if I'm going to break something else by doing this - I'm figuring the 
> default wrap setting must be "hard" for a reason...

Yep. Because people didn't like how soft wrapping looked when it was the
default ;)

You could also make the message box a bit wider.

> Thanks,
> Steve
> 
> 
> Stephen Turner
> Senior Programmer/Analyst - Client Support Services
> MIT Information Services and Technology (IS&T)
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 
> 
> We're hiring! Come hack Perl for Best Practical: 
> http://bestpractical.com/about/jobs.html
> 

-- 


From jesse at bestpractical.com  Thu Mar 30 19:27:44 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 30 Mar 2006 19:27:44 -0500
Subject: [rt-users] Canned responses
In-Reply-To: <6.2.3.4.2.20060330162733.03334938@po14.mit.edu>
References: <8d4ad9b90603301318oe583a63s1ca04e6115de9a12@mail.gmail.com>
	<6.2.3.4.2.20060330162733.03334938@po14.mit.edu>
Message-ID: <20060331002743.GX4283@bestpractical.com>


> I've been playing around a bit with this - I thought I'd use the RT 
> template scheme and it seems to work OK. A drop-down list of 
> templates (queue and global) appears on the Reply screen and when you 
> choose one, the parsed template is placed into the message box.
>

That's something that RTFM 2.2 provides too.


From azfarhusain at yahoo.com  Fri Mar 31 02:46:47 2006
From: azfarhusain at yahoo.com (Its Azfar)
Date: Thu, 30 Mar 2006 23:46:47 -0800 (PST)
Subject: [rt-users] Reminder errors.
In-Reply-To: <20060331002743.GX4283@bestpractical.com>
Message-ID: <20060331074647.39411.qmail@web36902.mail.mud.yahoo.com>

I am geting following error on reminder page.
How do i solve it.
RT v 3.5.5

Here is my httpd.conf RT part.

##########################################
HTTPD.CONF
<VirtualHost 202.69.49.11>
   ServerName rt.eworld.net.pk
   DocumentRoot /opt/rt3/share/html
   AddDefaultCharset UTF-8

   # this line applies to Apache2+mod_perl2 only
  # PerlModule Apache2 Apache::compat

   PerlModule Apache::DBI
   PerlRequire /opt/rt3/bin/webmux.pl

   <Location />
       SetHandler perl-script
       PerlHandler RT::Mason
   </Location>
#RedirectMatch permanent (.*)/$
http://rt.eworld.net.pk$1/index.html
</VirtualHost>
###########################################

###########################################
ERROR:
could not find component for path '/Widget/TitleBox'


Trace begun at
/usr/lib/perl5/vendor_perl/5.8.6/HTML/Mason/Request.pm
line 1202
HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0xab0c984)',
'HASH(0xaab4b9c)', '/Widget/TitleBox', 'title',
'Reminders', 'title_class', 'inverse', 'color',
'#666699') called at
/opt/rt3/share/html/Ticket/Reminders.html line 57
HTML::Mason::Commands::__ANON__('id', 4, 'id', 4)
called at
/usr/lib/perl5/vendor_perl/5.8.6/HTML/Mason/Component.pm
line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xad4a570)',
'id', 4, 'id', 4) called at
/usr/lib/perl5/vendor_perl/5.8.6/HTML/Mason/Request.pm
line 1255
eval {...} at
/usr/lib/perl5/vendor_perl/5.8.6/HTML/Mason/Request.pm
line 1249
HTML::Mason::Request::comp(undef, undef, 'id', 4,
'id', 4) called at
/usr/lib/perl5/vendor_perl/5.8.6/HTML/Mason/Request.pm
line 916
HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xab0c984)',
'id', 4) called at /opt/rt3/share/html/autohandler
line 247
HTML::Mason::Commands::__ANON__('id', 4) called at
/usr/lib/perl5/vendor_perl/5.8.6/HTML/Mason/Component.pm
line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa5b1bf0)',
'id', 4) called at
/usr/lib/perl5/vendor_perl/5.8.6/HTML/Mason/Request.pm
line 1250
eval {...} at
/usr/lib/perl5/vendor_perl/5.8.6/HTML/Mason/Request.pm
line 1249
HTML::Mason::Request::comp(undef, undef, undef, 'id',
4) called at
/usr/lib/perl5/vendor_perl/5.8.6/HTML/Mason/Request.pm
line 461
eval {...} at
/usr/lib/perl5/vendor_perl/5.8.6/HTML/Mason/Request.pm
line 461
eval {...} at
/usr/lib/perl5/vendor_perl/5.8.6/HTML/Mason/Request.pm
line 413
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xab0c984)')
called at
/usr/lib/perl5/vendor_perl/5.8.6/HTML/Mason/ApacheHandler.pm
line 167
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xab0c984)')
called at
/usr/lib/perl5/vendor_perl/5.8.6/HTML/Mason/ApacheHandler.pm
line 817
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x9d030e0)',
'Apache2::RequestRec=SCALAR(0xad3bff8)') called at
/opt/rt3/bin/webmux.pl line 122
eval {...} at /opt/rt3/bin/webmux.pl line 122
RT::Mason::handler('Apache2::RequestRec=SCALAR(0xad3bff8)')
called at -e line 0
eval {...} at -e line 0
############################################

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


From jesse at bestpractical.com  Fri Mar 31 03:08:56 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 31 Mar 2006 03:08:56 -0500
Subject: [rt-users] Reminder errors.
In-Reply-To: <20060331074647.39411.qmail@web36902.mail.mud.yahoo.com>
References: <20060331002743.GX4283@bestpractical.com>
	<20060331074647.39411.qmail@web36902.mail.mud.yahoo.com>
Message-ID: <20060331080856.GD4283@bestpractical.com>




On Thu, Mar 30, 2006 at 11:46:47PM -0800, Its Azfar wrote:
> I am geting following error on reminder page.
> How do i solve it.
> RT v 3.5.5

First, try upgrading to the latest RT 3.6.0pre release. 3.5.5 is an
unsupported development release.


From hwagener at hamburg.fcb.com  Fri Mar 31 03:08:54 2006
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Fri, 31 Mar 2006 10:08:54 +0200
Subject: [rt-users] Error deleting user from group
Message-ID: <6A742F43-1489-4912-B8B6-CA4D5A841D97@hamburg.fcb.com>

Hello rt-users,
I cannot remove one of our trainees from our list of staff within RT.  
When I try removing her from the group of IT people, I get the  
following error in my apache error.log:

[Fri Mar 31 07:59:30 2006] [warning]: Deep recursion on subroutine  
"RT::ACE::Object" at /usr/share/request-tracker3.4/lib/RT/ 
ACE_Overlay.pm line 864. (/usr/share/request-tracker3.4/lib/RT.pm:287)
[Fri Mar 31 07:59:30 2006] [warning]: Deep recursion on anonymous  
subroutine at /usr/share/request-tracker3.4/lib/RT/ACE_Overlay.pm  
line 815. (/usr/share/request-tracker3.4/lib/RT.pm:287)
[Fri Mar 31 07:59:30 2006] [warning]: Deep recursion on subroutine  
"RT::ACE::_Value" at /usr/share/perl5/DBIx/SearchBuilder/Record.pm  
line 425. (/usr/share/request-tracker3.4/lib/RT.pm:287)

mytop doesn't show any running queries, and the apache instance  
running my session uses up all available cpu. Killing the apache  
instance returns everything back to normal until I try to delete her  
from the group of staff again.

Any ideas?

This is with RT 3.4.4 on debian 3.1/unstable with perl 5.8.8,  
DBIx::SearchBuilder 1.39, apache 1.3.3 with mod_perl1

Regards,
     Harald


-- 
Harald Wagener
Technischer Leiter

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

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


From jesse at bestpractical.com  Fri Mar 31 03:22:37 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 31 Mar 2006 03:22:37 -0500
Subject: [rt-users] Error deleting user from group
In-Reply-To: <6A742F43-1489-4912-B8B6-CA4D5A841D97@hamburg.fcb.com>
References: <6A742F43-1489-4912-B8B6-CA4D5A841D97@hamburg.fcb.com>
Message-ID: <20060331082237.GE4283@bestpractical.com>

Pretty sure this was fixed in 3.4.5



On Fri, Mar 31, 2006 at 10:08:54AM +0200, Harald Wagener wrote:
> Hello rt-users,
> I cannot remove one of our trainees from our list of staff within RT.  
> When I try removing her from the group of IT people, I get the  
> following error in my apache error.log:
> 
> [Fri Mar 31 07:59:30 2006] [warning]: Deep recursion on subroutine  
> "RT::ACE::Object" at /usr/share/request-tracker3.4/lib/RT/ 
> ACE_Overlay.pm line 864. (/usr/share/request-tracker3.4/lib/RT.pm:287)
> [Fri Mar 31 07:59:30 2006] [warning]: Deep recursion on anonymous  
> subroutine at /usr/share/request-tracker3.4/lib/RT/ACE_Overlay.pm  
> line 815. (/usr/share/request-tracker3.4/lib/RT.pm:287)
> [Fri Mar 31 07:59:30 2006] [warning]: Deep recursion on subroutine  
> "RT::ACE::_Value" at /usr/share/perl5/DBIx/SearchBuilder/Record.pm  
> line 425. (/usr/share/request-tracker3.4/lib/RT.pm:287)
> 
> mytop doesn't show any running queries, and the apache instance  
> running my session uses up all available cpu. Killing the apache  
> instance returns everything back to normal until I try to delete her  
> from the group of staff again.
> 
> Any ideas?
> 
> This is with RT 3.4.4 on debian 3.1/unstable with perl 5.8.8,  
> DBIx::SearchBuilder 1.39, apache 1.3.3 with mod_perl1
> 
> Regards,
>     Harald
> 
> 
> -- 
> Harald Wagener
> Technischer Leiter
> 
> Foote Cone & Belding
> FCB Wilkens
> An der Alster 42
> 20099 Hamburg
> Germany
> 
> T: +49 (0)40 2881 1252
> F: +49 (0)40 2881 1217
> hwagener at hamburg.fcb.com
> http://www.footeconebelding.de
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly 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 dave.wells at foreshore.net  Fri Mar 31 03:34:02 2006
From: dave.wells at foreshore.net (Dave Wells)
Date: Fri, 31 Mar 2006 09:34:02 +0100
Subject: [rt-users] FW: [Rt-devel] Problem with Rt-Shredder
Message-ID: <3E88364AF578694C9BBFE357115E2EDE01F05CD3@jsy-qr-is.is.foreshore.net>

Hi,

Has anyone seen this before or got any updates, as this error is killing
the purges all the time on my systems.

Regards
Dax 

-----Original Message-----
From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] 
Sent: 24 March 2006 09:09
To: Dave Wells
Cc: RT users
Subject: Re: [rt-users] FW: [Rt-devel] Problem with Rt-Shredder

Dave, thanks for the good report. Now I have all info I need to
investigate problem. I'll poke at it today to see if I have easy
solution for this and send you note.

On 3/24/06, Dave Wells <dave.wells at foreshore.net> wrote:
>
>
> Hi,
>
> Thanks for the pointers.
>
> RT Version: 3.4.4
> Shredder:       0.03_01
>
> I am running this on a secondary MySQL server to test timings. The 
> error occurs when I run rt-shredder as below:
>
> /usr/local/rt3/local/sbin/rtx-shredder --plugin
> 'Tickets=status,deleted;updated_before,2003-10-05
> 21:39:34;limit,10000' --sqldump /tmp/rt3_dump.sql
>
> Now I have tried the limit at various settings as low as 5 and up to 
> 20000, the shredder will work for various periods of time from 30secs 
> to over an hour before it hits this error but it does hit it this 
> error more often than not and in fact the only times it doesn't is 
> when there is a very low limit set "i.e up to 10".
>
> The other errors that the shredder reports around this error as below:
>
> [root at linuxserv02 root]# date
> Thu Mar 23 14:50:38 GMT 2006
> [root at linuxserv02 root]#
> /usr/local/rt3/local/sbin/rtx-shredder --plugin
> 'Tickets=status,deleted;updated_before,2003-10-05
> 21:39:34;limit,2000' --sqldump /tmp/rt3_dump.sql --force
>
> SQL dump file is '/tmp/rt3_dump.sql'
> [Thu Mar 23 14:52:59 2006] [crit]: RT::Ticket=HASH(0xa66112c) tried to

> load a bogus ticket: 216
>  (/usr/local/rt3/lib/RT/Ticket_Overlay.pm:257)
> [Thu Mar 23 14:52:59 2006] [crit]: Can't locate object method "caught"

> via package "RTx::Shredder::Exception::Info" at 
> /usr/local/rt3/local/sbin/rtx-shredder line 107.
>
>  (/usr/local/rt3/lib/RT.pm:295)
> [root at linuxserv02 root]# date
> Thu Mar 23 14:53:23 GMT 2006
>
> After the above run the /tmp/rt3_dump.sql logfile was as attached.
>
>
>  <<rt3_dump.zip>>
> Regards
>
>
> Dax
>
> -----Original Message-----
> From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com]
> Sent: 23 March 2006 12:55
> To: Dave Wells
> Cc: RT users
> Subject: Re: [Rt-devel] Problem with Rt-Shredder
>
> RT version? Shredder version?
> What did you do when you got this?
> What other errors near that one?
>
> This thread should be in rt-users@ and also always Cc to the author of

> the extension.
>
> On 3/23/06, Dave Wells <dave.wells at foreshore.net> wrote:
> > Hi,
> >
> > I am using rt-shredder to thin out my RT database. However I keep 
> > getting the following error:
> >
> > [Thu Mar 23 11:31:48 2006] [crit]: Can't locate object method
"caught"
> > via package "RTx::Shredder::Exception::Info"
> >
> > Does anyone know how to fix this?
> >
> > Regards
> >
> > Dax
> >
> >
> ______________________________________________________________________
> > This email has been scanned by the MessageLabs Email Security
System.
> > For more information please visit
> http://www.messagelabs.com/email
> >
> ______________________________________________________________________
> > _______________________________________________
> > List info:
> >
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel
> >
> > Best Practical is hiring! Come hack Perl for us:
> > http://bestpractical.com/about/jobs.html
> >
>
>
> --
> Best regards, Ruslan.
>
> ______________________________________________________________________
> This email has been scanned by the MessageLabs Email Security System.
> For more information please visit
> http://www.messagelabs.com/email
> ______________________________________________________________________
> ______________________________________________________________________
>  This email has been scanned by the MessageLabs Email Security System.
>  For more information please visit
> http://www.messagelabs.com/email
> ______________________________________________________________________
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com Commercial support: 
> sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical:
> http://bestpractical.com/about/jobs.html
>
>
>


--
Best regards, Ruslan.

______________________________________________________________________
This email has been scanned by the MessageLabs Email Security System.
For more information please visit http://www.messagelabs.com/email
______________________________________________________________________

______________________________________________________________________
This email has been scanned by the MessageLabs Email Security System.
For more information please visit http://www.messagelabs.com/email 
______________________________________________________________________


From ruslan.zakirov at gmail.com  Fri Mar 31 04:26:33 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 31 Mar 2006 13:26:33 +0400
Subject: [rt-users] Ticket creating problem
In-Reply-To: <20060330224349.3841.qmail@web50503.mail.yahoo.com>
References: <20060330224349.3841.qmail@web50503.mail.yahoo.com>
Message-ID: <589c94400603310126l79f166f6k6a3689c75d8225f8@mail.gmail.com>

Where is error?

On 3/31/06, Syed Nasir <nsyed_99 at yahoo.com> wrote:
> Hi all,
>
> I am new here and just installed rt 3.4.4 windows
> version.
> I could not create the ticket. I submit the ticket, it
> open a new URL windows but did not create ticket. I
> received an internal error.
>
> Is there anyone can help me to solve this ticket
> creating. Any advice will be appreciated.
> Thanks in advance.
>
> Nasir Syed
>
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam protection around
> http://mail.yahoo.com
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>


--
Best regards, Ruslan.

From ruslan.zakirov at gmail.com  Fri Mar 31 04:27:43 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 31 Mar 2006 13:27:43 +0400
Subject: [rt-users] Can RT execute operating-system commands?
In-Reply-To: <442C56D8.5080005@ultra-secure.de>
References: <442C56D8.5080005@ultra-secure.de>
Message-ID: <589c94400603310127t5c5f238bx214927e847ca708c@mail.gmail.com>

perldoc system
perldoc perlop "quote-like operators"


On 3/31/06, Rainer Duffner <rainer at ultra-secure.de> wrote:
> Hi,
>
>
> is it possible to use RT and approvals in a
> hosting-provisioning-scenario, where after an order is approved, the
> command to start the provisioning is triggered?
>
>
>
> cheers,
> Rainer
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>


--
Best regards, Ruslan.

From ruslan.zakirov at gmail.com  Fri Mar 31 04:28:18 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 31 Mar 2006 13:28:18 +0400
Subject: [rt-users] Can RT execute operating-system commands?
In-Reply-To: <589c94400603310127t5c5f238bx214927e847ca708c@mail.gmail.com>
References: <442C56D8.5080005@ultra-secure.de>
	<589c94400603310127t5c5f238bx214927e847ca708c@mail.gmail.com>
Message-ID: <589c94400603310128m65e5464fgf434b4a1b02fa6f1@mail.gmail.com>

oops
perldoc -f system

On 3/31/06, Ruslan Zakirov <ruslan.zakirov at gmail.com> wrote:
> perldoc system
> perldoc perlop "quote-like operators"
>
>
> On 3/31/06, Rainer Duffner <rainer at ultra-secure.de> wrote:
> > Hi,
> >
> >
> > is it possible to use RT and approvals in a
> > hosting-provisioning-scenario, where after an order is approved, the
> > command to start the provisioning is triggered?
> >
> >
> >
> > cheers,
> > Rainer
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
> >
> > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
> >
>
>
> --
> Best regards, Ruslan.
>


--
Best regards, Ruslan.

From David.Dales at mount10.com  Fri Mar 31 04:44:38 2006
From: David.Dales at mount10.com (David.Dales at mount10.com)
Date: Fri, 31 Mar 2006 11:44:38 +0200
Subject: [rt-users] How to auto add a watcher?
Message-ID: <OF1016FE98.31B5C919-ONC1257142.00342B43-42257142.0035868B@mount10.com>

Hi all,

I'm very new to RT and don't know Perl very well.  I got the RT system 
installed and running.  I would like to change the way tickets are created 
a little bit and need some help.

Environment:
Suse 10
RT 3.4.5
Apache 2.2
ModPerl 2

Goal:
Allow remote access to my RT web interface for a particular company. 
However, I don't want this user to be able to see any tickets except the 
ones that were created for their company.  I do not want to use a seperate 
queue just for them.  The SelfService module, if I can tweek it a little, 
would probably be good for this.

Ideas on process:
We have a particular large customer that uses our RT system by email. 
Their support requests are auto generated via emails in a Support queue. 
The source email addresses are from many many different users but all have 
the same domain suffix (domain1.de).  Tickets from other customers are 
also injected into the Support queue.

My thoughts to this point:
What I thought I might be able to do would be to parse the requestor 
address for domain1.de.  If an email arrives to create a NEW ticket from 
anyaddress at domain1.de, then, automatically add a watcher of user1 without 
sending any outgoing emails to user1.  If user1 is then added to each NEW 
ticket from anyuser at domain1.de, I could then allow user1 access to the web 
interface.  When user1 logs into the web interface, I would like to 
automatically send them to the SelfService page.  Since user1 is a watcher 
for ALL domain1.de tickets, all the tickets for domain1.de should be 
displayed.  I could set user1 permissions to allow user1 to only VIEW 
their tickets (correspondence only) no comments or status changes on the 
tickets, etc.... 

Questions:
Is this a logical way to do this or is there a process, either built-in or 
custom, that would achieve my goals?  Since I don't know Perl, and no one 
else here does either, I was hoping that someone might be able to detail 
the process that would achieve my goals?

Thanks in advance,
Dave Dales
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From dshannon at techfluent.com  Fri Mar 31 08:20:21 2006
From: dshannon at techfluent.com (Duncan Shannon)
Date: Fri, 31 Mar 2006 07:20:21 -0600
Subject: [rt-users] How to auto add a watcher?
Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB4509CB26@TF-FS2.internal.techfluent.com>


>I'm very new to RT and don't know Perl very well. ?I got the RT system >installed and running. ?I would like to change the way tickets are created >a little bit and need some help. 


Congrats! Getting it setup all on your own the first time can be an adventure.

>ones that were created for their company. ?I do not want to use a seperate >queue just for them. ?The SelfService module, if I can tweek it a little, >would probably be good for this. 

Why do you not want to use separate queues?  Im not an RT expert, but im pretty sure that is the easiest way to achieve what you want.  

Oh, if you are expecting all the tickets to come from one address, then the SelfService interface would work well. Perhaps you could hack that around a bit.  Set a custom field based on the Requestor, and then hack the SelfService interface to pull everything not based on requestor (assuming that is the way it works now) and pull it based on your custom field.

Good luck.

duncan


From ruslan.zakirov at gmail.com  Fri Mar 31 08:33:48 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 31 Mar 2006 17:33:48 +0400
Subject: [rt-users] How to auto add a watcher?
In-Reply-To: <OF1016FE98.31B5C919-ONC1257142.00342B43-42257142.0035868B@mount10.com>
References: <OF1016FE98.31B5C919-ONC1257142.00342B43-42257142.0035868B@mount10.com>
Message-ID: <589c94400603310533l785fd978xacedb11f5a684ab1@mail.gmail.com>

Look at http://marc.theaimsgroup.com/?t=114360273900021&r=1&w=2

On 3/31/06, David.Dales at mount10.com <David.Dales at mount10.com> wrote:
>
> Hi all,
>
> I'm very new to RT and don't know Perl very well.  I got the RT system
> installed and running.  I would like to change the way tickets are created a
> little bit and need some help.
>
> Environment:
> Suse 10
> RT 3.4.5
> Apache 2.2
> ModPerl 2
>
> Goal:
> Allow remote access to my RT web interface for a particular company.
> However, I don't want this user to be able to see any tickets except the
> ones that were created for their company.  I do not want to use a seperate
> queue just for them.  The SelfService module, if I can tweek it a little,
> would probably be good for this.
>
> Ideas on process:
> We have a particular large customer that uses our RT system by email.  Their
> support requests are auto generated via emails in a Support queue.  The
> source email addresses are from many many different users but all have the
> same domain suffix (domain1.de).  Tickets from other customers are also
> injected into the Support queue.
>
> My thoughts to this point:
> What I thought I might be able to do would be to parse the requestor address
> for domain1.de.  If an email arrives to create a NEW ticket from
> anyaddress at domain1.de, then, automatically add a watcher of user1 without
> sending any outgoing emails to user1.  If user1 is then added to each NEW
> ticket from anyuser at domain1.de, I could then allow user1 access to the web
> interface.  When user1 logs into the web interface, I would like to
> automatically send them to the SelfService page.  Since user1 is a watcher
> for ALL domain1.de tickets, all the tickets for domain1.de should be
> displayed.  I could set user1 permissions to allow user1 to only VIEW their
> tickets (correspondence only) no comments or status changes on the tickets,
> etc....
>
> Questions:
> Is this a logical way to do this or is there a process, either built-in or
> custom, that would achieve my goals?  Since I don't know Perl, and no one
> else here does either, I was hoping that someone might be able to detail the
> process that would achieve my goals?
>
> Thanks in advance,
> Dave Dales
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical:
> http://bestpractical.com/about/jobs.html
>
>


--
Best regards, Ruslan.

From ruslan.zakirov at gmail.com  Fri Mar 31 08:50:08 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 31 Mar 2006 17:50:08 +0400
Subject: [rt-users] How to auto add a watcher?
In-Reply-To: <2B7B7880538AA440B5FBCE7A56E8CB4509CB26@TF-FS2.internal.techfluent.com>
References: <2B7B7880538AA440B5FBCE7A56E8CB4509CB26@TF-FS2.internal.techfluent.com>
Message-ID: <589c94400603310550u1a6a5b99sadcc88fd716e69a7@mail.gmail.com>

On 3/31/06, Duncan Shannon <dshannon at techfluent.com> wrote:
>
> >I'm very new to RT and don't know Perl very well. I got the RT system >installed and running. I would like to change the way tickets are created >a little bit and need some help.
>
>
> Congrats! Getting it setup all on your own the first time can be an adventure.
>
> >ones that were created for their company. I do not want to use a seperate >queue just for them. The SelfService module, if I can tweek it a little, >would probably be good for this.
>
> Why do you not want to use separate queues?  Im not an RT expert, but im pretty sure that is the easiest way to achieve what you want.
It's easy when you work with ten companies, but that's harder when you
work with more then 100, RT is not well suited to work with many
queues. I gave link in other response to this thread with scrip that
adds other users from requestors' organizations to the Cc list of the
ticket. So if you grant Cc role with ShowTicket right then people from
one org would be able to see tickets that were created by other users
from the same org. This solution could be improved and extended, but
it's really task for those who use it.

>
> Oh, if you are expecting all the tickets to come from one address, then the SelfService interface would work well. Perhaps you could hack that around a bit.  Set a custom field based on the Requestor, and then hack the SelfService interface to pull everything not based on requestor (assuming that is the way it works now) and pull it based on your custom field.
>
> Good luck.
>
> duncan
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>


--
Best regards, Ruslan.

From jfenner at vitamix.com  Fri Mar 31 11:27:11 2006
From: jfenner at vitamix.com (Jason Fenner)
Date: Fri, 31 Mar 2006 11:27:11 -0500
Subject: [rt-users] RT perl modules documentation.
In-Reply-To: <442BAA06.6030804@zeos.net>
References: <442BAA06.6030804@zeos.net>
Message-ID: <442D585F.7010802@vitamix.com>

I have wondered the same thing.

So far, I've had success by reading:

perldoc /opt/rt3/lib/rt/Modulenamehere.pm

Also, keep searching the RT wiki.  There is a ton of jewels in there.  I 
have found some snippets of information regarding module functions on 
the wiki.
Finally, keep reading people's scrip examples....they shed a lot of light.

Best of luck,
Jason

Vyacheslav Graychenko wrote:

> Hello everybody!
>
> Tell me plz where can I get documentation about RT perl modules tree?
> Structured and clear?
>
> Thanx
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical: 
> http://bestpractical.com/about/jobs.html
>




From jfenner at vitamix.com  Fri Mar 31 11:27:55 2006
From: jfenner at vitamix.com (Jason Fenner)
Date: Fri, 31 Mar 2006 11:27:55 -0500
Subject: [rt-users] More Flexible Email Gateway
In-Reply-To: <490267275@web.de>
References: <490267275@web.de>
Message-ID: <442D588B.6060601@vitamix.com>

No.

But if you are so inclined, why not write your own and share it with us?

J?rg Ungermann wrote:

>For incoming email we do need to have some more functions:
>
>1. If sender is a known user > Try to guess the topic from Header or body> Route to queue
>2. if sender is unknown > Create user in special group > Try to guess the topic from Header or body> Route to queue
>
>Has anyone used an alternativ to the Email Gatewy?
>Has anyone used something like natural language processing (NLP) for analysing the Emails in conjunction with RT?
>
>Kind regards
>
>JU
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>Buy a copy at http://rtbook.bestpractical.com
>
>
>We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>
>  
>




From jcolson at realm.ination.cc  Fri Mar 31 11:44:35 2006
From: jcolson at realm.ination.cc (Joshua Colson)
Date: Fri, 31 Mar 2006 09:44:35 -0700
Subject: [rt-users] Cascading custom fields in 3.6.0pre0
Message-ID: <1143823476.5677.5.camel@s60r.ination.com>

I just installed RT 3.6.0pre0 in devel mode on a test system (using
SQLite and standalone_httpd if it matters). I read in a posting last
June to the rt-devel list that 3.5.1 included cascading custom fields.
However, I'm unable to figure out how to implement them. I've searched
the wiki without success (and the lists). Has anyone else used that
feature? If so, would you please shed some light on how I might do the
same?

Thanks.

Joshua Colson



From payerle at physics.umd.edu  Fri Mar 31 11:11:40 2006
From: payerle at physics.umd.edu (Thomas M. Payerle)
Date: Fri, 31 Mar 2006 11:11:40 -0500 (EST)
Subject: [rt-users] Re:  Can RT execute operating-system commands? 
In-Reply-To: <20060331002137.51E674D85FB@diesel.bestpractical.com>
References: <20060331002137.51E674D85FB@diesel.bestpractical.com>
Message-ID: <Pine.LNX.4.61.0603311105340.7569@foucault.physics.umd.edu>

> is it possible to use RT and approvals in a
> hosting-provisioning-scenario, where after an order is approved, the
> command to start the provisioning is triggered?
>
I am fairly new to RT, but was able to do a system() call in a custom scrip
action, so the answer appears to be yes, RT can execute OS commands via
scrip interface.

You should be able to configure RT to do as you request, but not sure how
wise such would be.  If nothing else, the provisioning command would be
run as the uid running the web server process, which might either mean
reducing privs needed to run the provisioning command or upping privs of
web server process, and that may have adverse security considerations.

Tom Payerle 
Dept of Physics				payerle at physics.umd.edu
University of Maryland			(301) 405-6973
College Park, MD 20742-4111		Fax: (301) 314-9525

Tom Payerle 
Dept of Physics				payerle at physics.umd.edu
University of Maryland			(301) 405-6973
College Park, MD 20742-4111		Fax: (301) 314-9525


From jcolson at realm.ination.cc  Fri Mar 31 12:03:33 2006
From: jcolson at realm.ination.cc (Joshua Colson)
Date: Fri, 31 Mar 2006 10:03:33 -0700
Subject: [rt-users] perl module dependency rpm packages for SuSE 10
In-Reply-To: <1143566930.9686.12.camel@s60r.ination.com>
References: <1143566930.9686.12.camel@s60r.ination.com>
Message-ID: <1143824614.5677.10.camel@s60r.ination.com>

On Tue, 2006-03-28 at 10:28 -0700, Joshua Colson wrote:
> I'm attempting to install RT 3.6pre0 on a SuSE 10 machine (currently in
> dev mode using standalone_httpd and sqlite). There are a large number of
> missing dependencies and I would like to satisfy them with packaged
> versions of the software. I know that 'make fixdeps' will install the
> missing modules using CPAN, but I would like to avoid that. Does anyone
> know where I might be able to find rpm packages for the myriad
> dependencies that RT has which work on SuSE 10?
> 
> Thanks in advance.

If anyone is interested, I've packaged the perl modules that aren't
included with the SuSE 10 distribution which RT depends on (49 different
modules). I would be happy to send them to anyone who wants them.



From dshannon at techfluent.com  Fri Mar 31 12:26:21 2006
From: dshannon at techfluent.com (Duncan Shannon)
Date: Fri, 31 Mar 2006 11:26:21 -0600
Subject: [rt-users] perl module dependency rpm packages for SuSE 10
Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB4509CB43@TF-FS2.internal.techfluent.com>

> If anyone is interested, I've packaged the perl modules that aren't
> included with the SuSE 10 distribution which RT depends on (49
different
> modules). I would be happy to send them to anyone who wants them.
> 


Any way you can post them online and link to them from the wiki?


From barnesaw at ucrwcu.rwc.uc.edu  Fri Mar 31 12:32:14 2006
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Fri, 31 Mar 2006 12:32:14 -0500
Subject: [rt-users] perl module dependency rpm packages for SuSE 10
In-Reply-To: <2B7B7880538AA440B5FBCE7A56E8CB4509CB43@TF-FS2.internal.techfluent.com>
References: <2B7B7880538AA440B5FBCE7A56E8CB4509CB43@TF-FS2.internal.techfluent.com>
Message-ID: <442D679E.5080709@ucrwcu.rwc.uc.edu>

Better put the date and RT version number next to that link.  They will 
be out of date before you know it.

Duncan Shannon wrote:
>> If anyone is interested, I've packaged the perl modules that aren't
>> included with the SuSE 10 distribution which RT depends on (49
>>     
> different
>   
>> modules). I would be happy to send them to anyone who wants them.
>>
>>     
>
>
> Any way you can post them online and link to them from the wiki?
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly 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 mikef at ack.Berkeley.EDU  Fri Mar 31 12:34:28 2006
From: mikef at ack.Berkeley.EDU (Mike Friedman)
Date: Fri, 31 Mar 2006 09:34:28 -0800 (PST)
Subject: [rt-users] Who gets to be a Requestor?
In-Reply-To: <FF4FA4421218954E9B0ACC1D01883FFB7924B7@pcn-exch1.pcn.local>
References: <FF4FA4421218954E9B0ACC1D01883FFB7924B7@pcn-exch1.pcn.local>
Message-ID: <20060331092203.B36427@malcolm.berkeley.edu>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

On Thu, 30 Mar 2006 at 05:41 (-0500), Michael Erana wrote:

> How about funnelling the SPAM reports through a known host so that the 
> SPAM filter can whitelist that host and those messages will get through 
> unscathed... Or create a separate alias for the spam e-mails that is 
> whitelisted (and different from the e-mail address of the RT box).

Michael,

The problem is not how to do the initial filtering.  It's that only a 
human being (not a program or script) can tell the difference between 
forwarded spam that's part of a legitimate spam *report* and original 
spam, both of which are likely to be flagged by spam detectors.  (After 
all, the format of a mail message containing forwarded spam could be 
almost anything).

So, one possibility is to divert all apparent spam (before it reaches RT) 
into a mailbox that a person would have to look at.  This person would 
bounce the legitimate reports on to RT, throwing away the rest (i.e., the 
actual spam).  Unfortunately, this promises to be such a waste of 
someone's time, because the legitimate reports are only a tiny percentage 
of all mail that's flagged as spam.

Mike

=============================================================================
> |=> We are planning to put up a spam interceptor, but we need to decide on
> |=> the best way to design this, because some incoming mail parcels that
> |=> look like spam actually are legitimate *reports* of spam (where the
> |=> actual spam is being forwarded by the complainant) that we are obligated
> |=> to handle and track in RT as well.
> |=>
> |=> Mike

_____________________________________________________________________
Mike Friedman                   System and Network Security
mikef at ack.Berkeley.EDU          2484 Shattuck Avenue
1-510-642-1410                  University of California at Berkeley
http://ack.Berkeley.EDU/~mikef  http://security.berkeley.edu
_____________________________________________________________________

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Version: PGP 6.5.8

iQA/AwUBRC1oJ60bf1iNr4mCEQJo9wCaAz2RY0IP4fG6S7d6ui7sEHkClQsAn2ti
4lmeBIY028Y+ncysDkdyBKmW
=HYPR
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From jfenner at vitamix.com  Fri Mar 31 12:50:02 2006
From: jfenner at vitamix.com (Jason Fenner)
Date: Fri, 31 Mar 2006 12:50:02 -0500
Subject: [rt-users] Ticket creating problem
In-Reply-To: <20060330224349.3841.qmail@web50503.mail.yahoo.com>
References: <20060330224349.3841.qmail@web50503.mail.yahoo.com>
Message-ID: <442D6BCA.2050404@vitamix.com>

Check your RT log file for errors AND your HTTP error_log

I have no idea where these might be on a windows box though.

Also, I suggest setting up a Linux server instead and running RT on there.

Jason

Syed Nasir wrote:

>Hi all,
>
>I am new here and just installed rt 3.4.4 windows
>version. 
>I could not create the ticket. I submit the ticket, it
>open a new URL windows but did not create ticket. I
>received an internal error.
>
>Is there anyone can help me to solve this ticket
>creating. Any advice will be appreciated.
>Thanks in advance.
>
>Nasir Syed  
>
>__________________________________________________
>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 rainer at ultra-secure.de  Fri Mar 31 13:02:06 2006
From: rainer at ultra-secure.de (Rainer Duffner)
Date: Fri, 31 Mar 2006 20:02:06 +0200
Subject: [rt-users] Re:  Can RT execute operating-system commands? 
In-Reply-To: <Pine.LNX.4.61.0603311105340.7569@foucault.physics.umd.edu>
References: <20060331002137.51E674D85FB@diesel.bestpractical.com>
	<Pine.LNX.4.61.0603311105340.7569@foucault.physics.umd.edu>
Message-ID: <03DBD1D5-A70D-493E-AF48-2C834DEAE53A@ultra-secure.de>


Am 31.03.2006 um 18:11 schrieb Thomas M. Payerle:

>> is it possible to use RT and approvals in a
>> hosting-provisioning-scenario, where after an order is approved, the
>> command to start the provisioning is triggered?
>>
> I am fairly new to RT, but was able to do a system() call in a  
> custom scrip
> action, so the answer appears to be yes, RT can execute OS commands  
> via
> scrip interface.
>
> You should be able to configure RT to do as you request, but not  
> sure how
> wise such would be.  If nothing else, the provisioning command  
> would be
> run as the uid running the web server process, which might either mean
> reducing privs needed to run the provisioning command or upping  
> privs of
> web server process, and that may have adverse security considerations.
>



Well, the provisioning is done via a webinterface already.
So I guess it doesn't make a lot of difference - I only would have a  
real "workflow" behind it.



Thanks all.


cheers,
Rainer




From nate at seekio.com  Fri Mar 31 13:26:22 2006
From: nate at seekio.com (nate)
Date: Fri, 31 Mar 2006 11:26:22 -0700
Subject: [rt-users] Problem with timezones
In-Reply-To: <589c94400603281403ice87493m8a0dc7ff26ceefe9@mail.gmail.com>
References: <44299424.6010801@seekio.com>
	<589c94400603281403ice87493m8a0dc7ff26ceefe9@mail.gmail.com>
Message-ID: <442D744E.80607@seekio.com>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

Thanks, setting the TZ variable in the apache config has fixed it for
now.  Does the work on the 3.7 branch include using the per-user
timezone setting?  It's not that critical, but it would be nice for
remote users =)

Thanks,
Nate

Ruslan Zakirov wrote:
> On 3/28/06, nate <nate at seekio.com> wrote:
> I've searched through the mailing-list archives, searched google, etc
> and not found anyone with this problem.
> 
> Basically, it looks like RT is displaying dates and times based on the
> system timezone, and the $Timezone setting in the config is ignored.  My
> system timezone is set to 'US/Pacific' but I want RT to display
> timezones for 'US/Arizona'.  I've tried setting the $Timezone variable
> to 'US/Arizona', 'America/Phoenix', 'US/Mountain' and even 'US/Eastern'
> but the dates are still displayed in 'US/Pacific' timezone no matter
> what I try.  After every change I've done a full stop/start of apache.
> I even tried setting the timezone in the User table.  None of it seems
> to make a difference.  Grepping through the source for Timezone yields a
> function in RT::Date called LocalTimezone, but that function isn't
> called by anything else.
> 
> Am I missing something? Or is RT not paying attention to the $Timezone
> setting?
>> Yep, you're right and RT is using system's timezone settings. You can
>> set timezone with TZ environment variable when you start your server.
>> There is work has been done in RT-3.7, but this branch is not marked
>> as stable yet. You could try to backport changes.
> 
> Thanks,
> Nate
> 
> --
> :wq
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com
>>
>>
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
>>
>>
We're hiring! Come hack Perl for Best Practical:
http://bestpractical.com/about/jobs.html
>>

> --
> Best regards, Ruslan.

- --
:wq
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Version: GnuPG v1.4.1 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org

iD8DBQFELXRNRMRYK1K/wKQRAuYRAJ4s+UG2mbsxxp7y7hDEHVNDcAT2xACghtBI
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=emya
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From boeheim at slac.stanford.edu  Fri Mar 31 13:45:14 2006
From: boeheim at slac.stanford.edu (Chuck Boeheim)
Date: Fri, 31 Mar 2006 10:45:14 -0800
Subject: [rt-users] Installation workflow
Message-ID: <F618A865-CBC7-45AE-B3AA-9799CD1F8BD4@slac.stanford.edu>

Since there was general interest, I put the current state
of our workflow model in the topic WorkFlow on the wiki.

Chuck Boeheim
boeheim at slac.stanford.edu





From jcolson at realm.ination.cc  Fri Mar 31 14:01:53 2006
From: jcolson at realm.ination.cc (Joshua Colson)
Date: Fri, 31 Mar 2006 12:01:53 -0700
Subject: [rt-users] perl module dependency rpm packages for SuSE 10
In-Reply-To: <2B7B7880538AA440B5FBCE7A56E8CB4509CB43@TF-FS2.internal.techfluent.com>
References: <2B7B7880538AA440B5FBCE7A56E8CB4509CB43@TF-FS2.internal.techfluent.com>
Message-ID: <1143831713.21605.3.camel@s60r.ination.com>

On Fri, 2006-03-31 at 11:26 -0600, Duncan Shannon wrote:
> > If anyone is interested, I've packaged the perl modules that aren't
> > included with the SuSE 10 distribution which RT depends on (49
> different
> > modules). I would be happy to send them to anyone who wants them.
> > 
> 
> 
> Any way you can post them online and link to them from the wiki?

I don't have a real web server that I can put them on. If anyone else
has the space to host them, that would be great.




From barnesaw at ucrwcu.rwc.uc.edu  Fri Mar 31 14:13:46 2006
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Fri, 31 Mar 2006 14:13:46 -0500
Subject: [rt-users] perl module dependency rpm packages for SuSE 10
In-Reply-To: <1143831713.21605.3.camel@s60r.ination.com>
References: <2B7B7880538AA440B5FBCE7A56E8CB4509CB43@TF-FS2.internal.techfluent.com>
	<1143831713.21605.3.camel@s60r.ination.com>
Message-ID: <442D7F6A.2010408@ucrwcu.rwc.uc.edu>

what size are we talking?  I may be able to host them.

Joshua Colson wrote:
> On Fri, 2006-03-31 at 11:26 -0600, Duncan Shannon wrote:
>   
>>> If anyone is interested, I've packaged the perl modules that aren't
>>> included with the SuSE 10 distribution which RT depends on (49
>>>       
>> different
>>     
>>> modules). I would be happy to send them to anyone who wants them.
>>>
>>>       
>> Any way you can post them online and link to them from the wiki?
>>     
>
> I don't have a real web server that I can put them on. If anyone else
> has the space to host them, that would be great.
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly 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 rainer at ultra-secure.de  Fri Mar 31 15:16:16 2006
From: rainer at ultra-secure.de (Rainer Duffner)
Date: Fri, 31 Mar 2006 22:16:16 +0200
Subject: [rt-users] perl module dependency rpm packages for SuSE 10
In-Reply-To: <1143831713.21605.3.camel@s60r.ination.com>
References: <2B7B7880538AA440B5FBCE7A56E8CB4509CB43@TF-FS2.internal.techfluent.com>
	<1143831713.21605.3.camel@s60r.ination.com>
Message-ID: <3E89E218-2D1B-47AB-971E-96F265908BFB@ultra-secure.de>


Am 31.03.2006 um 21:01 schrieb Joshua Colson:

> On Fri, 2006-03-31 at 11:26 -0600, Duncan Shannon wrote:
>>> If anyone is interested, I've packaged the perl modules that aren't
>>> included with the SuSE 10 distribution which RT depends on (49
>> different
>>> modules). I would be happy to send them to anyone who wants them.
>>>
>>
>>
>> Any way you can post them online and link to them from the wiki?
>
> I don't have a real web server that I can put them on. If anyone else
> has the space to host them, that would be great.
>



You can start by getting some free webspace and uploading the .spec- 
files onto it.
And a wget-file with all the downloads.


Or you could try Google-Base ;-)



cheers,
Rainer


From Zul.Shariff at ca.trader.com  Fri Mar 31 15:27:19 2006
From: Zul.Shariff at ca.trader.com (Zul Shariff)
Date: Fri, 31 Mar 2006 13:27:19 -0700
Subject: [rt-users] (no subject)
Message-ID: <AB65530E18528C48AE168B428DE6BAEB5ACAE8@naes3.email.trader.corp>

Hi

My resolved ticket emails are being sent out with the following:

 

From: Nobody [nobody at xxxxxx];

 on behalf of; Zul Shariff via RT [xxxxx at xxxxxx]

 

What do I need to do so that it says From: Zul Shariff via RT[xxxxxxx]
without the Nobody....

The UserFriendlyFromLine parameter is enabled.

 

Zul Shariff

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From jmhanks1373 at hotmail.com  Fri Mar 31 15:10:30 2006
From: jmhanks1373 at hotmail.com (Jared Hanks)
Date: Fri, 31 Mar 2006 12:10:30 -0800
Subject: [rt-users] Replying to email questions, Notify CC not working
Message-ID: <BAY103-F39A04A7A8D4155A0558CE6B1D60@phx.gbl>

Hello,

I am having a few issues and some questions regarding commenting a ticket 
and replying via email:

When I have questions regarding a ticket that need to be answered by someone 
other than the requestor I will comment a ticket and CC someone.  When this 
person responds to the email it comes in to RT and adds to the ticket.  Once 
the email message is recorded in the ticket an email is generated to the 
Requestor with the content of the incoming email.  How can I make it so the 
owner is the only person that receives this type of email, and the Requestor 
doesn't receive anything?

This is currently how I have the scrips and templates set up:

Global Scrip:  OnCommentCC
Condition:  On Comment
Action:  Notify Other Recipients as Comment
Template:  Global Template:  CommentCCTemplate
Stage: TransactionCreate

Global Template:  CommentCCTemplate
Content:  Subject: [Comment] {my 
$s=($Transaction->Subject||$Ticket->Subject); $s =~ s/\[Comment\]//g; 
$comment =~ s/^Re//i; $s;}

{$Transaction->Content()}

-----------------------------------------------------------
To see the ticket please go to:
{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}


The way I understand it from the RT Essentials book is when you use Notify 
Other Recipients as Comment the reply should come in as a comment, not as 
correspondence so the Requestor shouldn't be notified.

I would like when the commented email is replied to RT will send an email to 
the Owner with the contents of the email.  I am guessing I can just create 
another scrip to Notify Owner On Comment.

Any help would be greatly appreciated.

Thanks,
Jared

_________________________________________________________________
Don?t just search. Find. Check out the new MSN Search! 
http://search.msn.click-url.com/go/onm00200636ave/direct/01/



From dshannon at techfluent.com  Fri Mar 31 16:28:41 2006
From: dshannon at techfluent.com (Duncan Shannon)
Date: Fri, 31 Mar 2006 15:28:41 -0600
Subject: [rt-users] perl module dependency rpm packages for SuSE 10
Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB4509CB61@TF-FS2.internal.techfluent.com>

> what size are we talking?  I may be able to host them.
> 
Ditto.


From jesse at bestpractical.com  Fri Mar 31 20:13:19 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 31 Mar 2006 20:13:19 -0500
Subject: [rt-users] Problem with timezones
In-Reply-To: <442D744E.80607@seekio.com>
References: <44299424.6010801@seekio.com>
	<589c94400603281403ice87493m8a0dc7ff26ceefe9@mail.gmail.com>
	<442D744E.80607@seekio.com>
Message-ID: <20060401011319.GQ4283@bestpractical.com>




On Fri, Mar 31, 2006 at 11:26:22AM -0700, nate wrote:
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
> 
> Thanks, setting the TZ variable in the apache config has fixed it for
> now.  Does the work on the 3.7 branch include using the per-user
> timezone setting?  It's not that critical, but it would be nice for
> remote users =)

Yes. :)

> Thanks,
> Nate
> 


From lvanderf at internode.com.au  Fri Mar 31 22:02:02 2006
From: lvanderf at internode.com.au (Luke Vanderfluit)
Date: Sat, 01 Apr 2006 12:32:02 +0930
Subject: [rt-users] database migration
Message-ID: <442DED2A.1060509@internode.com.au>

Hi.

I'm migrating from situation 1 to situation 2 as described below:
-----------------------------------------------------------------

1. -mysql 4.0.18, rt3.4.5, apache 1.3.27 all running on the one box, say 
ticket1.

2. -mysql5.0.19 on a new box, say ticket2
   -rt3.4.5, apache 1.3.27 on ticket1


So, instead of using a database on the local box I'm telling RT to use a 
remote host for its database.


What I'll be doing is the following:
====================================
    - bring down necessary stuff (apache, sendmail etc.) on ticket1

    - change the config file (RT_SiteConfig.pm) on ticket1 to point to 
ticket2
    - dump database on ticket1
    - import database on ticket2
   
    -start necessary services on ticket1 (apache, sendmail etc.)
====================================


I have done some testing from ticket1, which uses a mysql4 client, to 
connect to mysql5 on ticket2.
So: 'mysql -u <user> -p<password> -h ticket2 rt3'
In order to get that working I needed to:
    -set all the passwords for users on ticket1 in the 'mysql' database 
on ticket2 with the 'old_password' function. This is because encryption 
has changed between versions.
'update mysql.user set password = old_password(<password>) where User = 
'<user>' and Host = '<host or IP>';'
    -set the rt_user and rt_pass in RT_SiteConfig.pm on ticket2 to be 
the same as those on ticket1 and make sure they work when connecting 
using mysql4 client from ticket1:
ticket1:'mysql -u <rt_user> -p<rt_pass> -h ticket2 rt3'

I believe this is all I need to do when cutting over.
The only way to set database and host on ticket1 is in the 
RT_SiteConfig.pm file.
The underlying libraries of RT (including DBIx::SearchBuilder) use the 
parameters from that file.
As far as I know there are no other places where I need to tell RT which 
host to use as its database, correct?

I haven't been able to actually test this cutover given that it's a 
production machine.
If anyone has any suggestions on what to look out for when doing this, 
I'd appreciate the input.

Thanks.
Kind regards.

Luke












   
   

-- 
Luke