From dshannon at techfluent.com Mon May 1 00:26:11 2006 From: dshannon at techfluent.com (Duncan Shannon) Date: Sun, 30 Apr 2006 23:26:11 -0500 Subject: [rt-users] Wiki vandalism Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB4527C13C@TF-FS2.internal.techfluent.com> >I've noticed a few pages that have been wiped out. Here is an example: > >http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT > >Can someone revert this page to it's previous version? Looks like that was cleaned up specifically. I cleaned up a few others. Please let me know if you find others that need some love. Duncan From taan at cryologic.com Mon May 1 02:01:32 2006 From: taan at cryologic.com (taan) Date: Mon, 01 May 2006 16:01:32 +1000 Subject: [rt-users] Approvals Queue Message-ID: <4455A43C.7040602@cryologic.com> We are running 3.6.0pre1 I have enabled the Approvals queue as per the wiki instructions and it is working fine. However I was wondering if it should be appearing on the web home page in both the Quick search list and the "New Ticket in.." pull down list, as there are no visible tickets in the queue? Or is it just an ACL issue? thanks Taan From telemole at gmail.com Mon May 1 09:05:59 2006 From: telemole at gmail.com (TeleMole) Date: Mon, 1 May 2006 09:05:59 -0400 Subject: [rt-users] combine 'and' 'or' in queries - cant do it? Message-ID: HI all,, I am trying to build a saved search that will show me all tickets that are over 48 hours old with either no response or update. So i need to see tickets that are 'new' OR 'open' AND created/lastupdates < -48 hours - every time i try to create it - it only allows me to switch all the or's to and's or vice versa.... why is this? Should i not be able to cerate the query above? Am I missing something obvious? thanks in advance! Sean Daniels From patrick.j.thornton at lmco.com Mon May 1 09:17:59 2006 From: patrick.j.thornton at lmco.com (Thornton, Patrick J) Date: Mon, 01 May 2006 09:17:59 -0400 Subject: [rt-users] combine 'and' 'or' in queries - cant do it? Message-ID: Not sure if there is a solution to your question, but this should work as a quick fix: Status !='stalled' AND Status !='rejected' AND Status !='resolved' AND created/lastupdates < -48 hours Pat -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of TeleMole Sent: Monday, May 01, 2006 9:06 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] combine 'and' 'or' in queries - cant do it? HI all,, I am trying to build a saved search that will show me all tickets that are over 48 hours old with either no response or update. So i need to see tickets that are 'new' OR 'open' AND created/lastupdates < -48 hours - every time i try to create it - it only allows me to switch all the or's to and's or vice versa.... why is this? Should i not be able to cerate the query above? Am I missing something obvious? thanks in advance! Sean Daniels _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly 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 Mon May 1 09:52:13 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 01 May 2006 09:52:13 -0400 Subject: [rt-users] Users being logged out. In-Reply-To: <445566A0.3090105@ecs.umass.edu> References: <007801c66c13$e8702580$2914140a@ad.serreyn.com> <445566A0.3090105@ecs.umass.edu> Message-ID: <6.2.3.4.2.20060501094741.033f0d58@po14.mit.edu> At Sunday 4/30/2006 09:38 PM, Davin Flatten wrote: >Ted- > >Thanks! I will look into this as a possible solution. Seems to me >though this is a pretty annoying bug that would affect many users, >and I am surprised that no one has addressed it. Once again thank >you for the suggestion. > >-Davin Davin, Could you post the possible solution? I didn't see it on the mailing list. Thanks, Steve From klusk at brit.com Mon May 1 10:04:06 2006 From: klusk at brit.com (Kristopher Lusk) Date: Mon, 1 May 2006 09:04:06 -0500 Subject: [rt-users] combine 'and' 'or' in queries - cant do it? In-Reply-To: Message-ID: <20060501140415.370ACA3AE7@mail.brit.com> What I do when I have this problem is get as much of the query as I can created in the Query Builder, then I click on Advanced and change things around there (e.g. ANDs to ORs, ORs to ANDs, etc.). This usually gets me what I want. Kris -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thornton, Patrick J Sent: Monday, May 01, 2006 8:18 AM To: TeleMole; rt-users at lists.bestpractical.com Subject: RE: [rt-users] combine 'and' 'or' in queries - cant do it? Not sure if there is a solution to your question, but this should work as a quick fix: Status !='stalled' AND Status !='rejected' AND Status !='resolved' AND created/lastupdates < -48 hours Pat -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of TeleMole Sent: Monday, May 01, 2006 9:06 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] combine 'and' 'or' in queries - cant do it? HI all,, I am trying to build a saved search that will show me all tickets that are over 48 hours old with either no response or update. So i need to see tickets that are 'new' OR 'open' AND created/lastupdates < -48 hours - every time i try to create it - it only allows me to switch all the or's to and's or vice versa.... why is this? Should i not be able to cerate the query above? Am I missing something obvious? thanks in advance! Sean Daniels _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly 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 pwd at mdtsoft.com Mon May 1 10:16:11 2006 From: pwd at mdtsoft.com (Philip W. Dalrymple III) Date: Mon, 01 May 2006 10:16:11 -0400 Subject: [rt-users] Custom Fields for Users (and Groups) does not work Message-ID: <4456182B.4000903@mdtsoft.com> In a new (testing) install of 3.6pre1 with Postgresql on a new FC5 system the Custom fields for users does not appear to work. This is my first attempt to get RT up and running with a system that I can play around with, one of the first things that I tried was to set up a custom field for users, while there is a place for the custom fields to display (there appears to be none for the Group custom fields) no matter what I tried the filed did not appear. I was able to set up a ticket custom field. -- It is MDT, Inc's policy to delete mail containing unsolicited file attachments. Please be sure to contact the MDT staff member BEFORE sending an e-mail with any file attachments; they will be able to arrange for the files to be received. This email, and any files transmitted with it, is confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error, please advise postmaster at mdtsoft.com . Philip W. Dalrymple III MDT Software - The Change Management Company +1 678 297 1001 Fax +1 678 297 1003 From telemole at gmail.com Mon May 1 10:55:19 2006 From: telemole at gmail.com (TeleMole) Date: Mon, 1 May 2006 10:55:19 -0400 Subject: [rt-users] combine 'and' 'or' in queries - cant do it? In-Reply-To: <20060501140415.370ACA3AE7@mail.brit.com> References: <20060501140415.370ACA3AE7@mail.brit.com> Message-ID: I tried that - when I clicked on save - the ands and ors were reverted :( On 5/1/06, Kristopher Lusk wrote: > What I do when I have this problem is get as much of the query as I can > created in the Query Builder, then I click on Advanced and change things > around there (e.g. ANDs to ORs, ORs to ANDs, etc.). This usually gets me > what I want. > > Kris > > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thornton, > Patrick J > Sent: Monday, May 01, 2006 8:18 AM > To: TeleMole; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] combine 'and' 'or' in queries - cant do it? > > Not sure if there is a solution to your question, but this should work > as a quick fix: > > Status !='stalled' > AND Status !='rejected' > AND Status !='resolved' > AND created/lastupdates < -48 hours > > > Pat > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of TeleMole > Sent: Monday, May 01, 2006 9:06 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] combine 'and' 'or' in queries - cant do it? > > HI all,, > > I am trying to build a saved search that will show me all tickets that > are over 48 hours old with either no response or update. > > So i need to see tickets that are 'new' OR 'open' AND > created/lastupdates < -48 hours - every time i try to create it - it > only allows me to switch all the or's to and's or vice versa.... > > why is this? Should i not be able to cerate the query above? Am I > missing something obvious? thanks in advance! > > Sean Daniels > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 alexmv at bestpractical.com Mon May 1 11:04:01 2006 From: alexmv at bestpractical.com (Alex Vandiver) Date: Mon, 01 May 2006 11:04:01 -0400 Subject: [rt-users] combine 'and' 'or' in queries - cant do it? In-Reply-To: References: <20060501140415.370ACA3AE7@mail.brit.com> Message-ID: <1146495841.32046.7.camel@localhost> On Mon, 2006-05-01 at 10:55 -0400, TeleMole wrote: > I tried that - when I clicked on save - the ands and ors were reverted :( IIRC, due to the way the parse tree works, all of the operators in each set or parens must be the same. Instead of: (a OR b AND c) ..try the more explicit: ((a OR b) AND c) - Alex From telemole at gmail.com Mon May 1 11:04:15 2006 From: telemole at gmail.com (TeleMole) Date: Mon, 1 May 2006 11:04:15 -0400 Subject: [rt-users] more results listed than shown? Message-ID: Hi again all! I'm discovering lots of anomolies today - sorry - this is the second post... I have created saved searches to show us various tickets outstanding for one reason or another - in one example i get WAY more results found (170) than displayed (more like 60) i have 4 pages of results for this query - though some of the pages only have 10 or so tickets listed... what are these phantom tickets that are being found? Here is the query I used : Status != 'stalled' AND LastUpdated < '-48 hours' AND Created < '-48 hours' AND Status != 'resolved' AND Status != 'rejected' AND Status != 'deleted' any thoughts? From jesse at bestpractical.com Mon May 1 11:09:45 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 1 May 2006 11:09:45 -0400 Subject: [rt-users] more results listed than shown? In-Reply-To: References: Message-ID: <20060501150944.GA24532@bestpractical.com> On Mon, May 01, 2006 at 11:04:15AM -0400, TeleMole wrote: > Hi again all! > > I'm discovering lots of anomolies today - sorry - this is the second post... > > I have created saved searches to show us various tickets outstanding > for one reason or another - in one example i get WAY more results > found (170) than displayed (more like 60) Because of how RT's ACLs work, it would be very, very time consuming to check them before giving you a count of tickets found. And having to load up all 170 tickets to get an accurate count of the ones you can see before telling you how many it found would likely really, really frustrate you. > i have 4 pages of results for this query - though some of the pages > only have 10 or so tickets listed... > > what are these phantom tickets that are being found? > > Here is the query I used : > > Status != 'stalled' > AND LastUpdated < '-48 hours' > AND Created < '-48 hours' > AND Status != 'resolved' > AND Status != 'rejected' > AND Status != 'deleted' > > > any thoughts? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > -- From ESchultz at corp.untd.com Mon May 1 11:13:44 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Mon, 1 May 2006 08:13:44 -0700 Subject: [rt-users] more results listed than shown? Message-ID: <5613F89D78D2F545A40423EBA5535C300F06827C@LAXEVS01.lax.corp.int.untd.com> I ran into the same problem a few months ago. It has to do with the fact that the function that is counting the total number of tickets found doesn't take into account whether the user has permission to view them, but the function that then displays those tickets does take that into account. I made a kludgy hack for this, but since you're doing a perms scan twice, it will make your performance take between a 10 and 20% performance hit. For prior history from the mailing list, go to http://lists.bestpractical.com/search.html and search on "Bug when returning count of tickets found" - the first three links are the relevant ones, my initial find, my kludgy hack (I think I changed it again after this, though), and Jesse's response about why it's done the way that it is. Eric Schultz United Online > I have created saved searches to show us various tickets outstanding > for one reason or another - in one example i get WAY more results > found (170) than displayed (more like 60) > > i have 4 pages of results for this query - though some of the pages > only have 10 or so tickets listed... > > what are these phantom tickets that are being found? > > Here is the query I used : > > Status != 'stalled' > AND LastUpdated < '-48 hours' > AND Created < '-48 hours' > AND Status != 'resolved' > AND Status != 'rejected' > AND Status != 'deleted' From klusk at brit.com Mon May 1 11:18:00 2006 From: klusk at brit.com (Kristopher Lusk) Date: Mon, 1 May 2006 10:18:00 -0500 Subject: [rt-users] combine 'and' 'or' in queries - cant do it? In-Reply-To: Message-ID: <20060501151807.B7942A3AE8@mail.brit.com> How about building the query like this: 1. Start with the, "created/lastupdates < -48 hours" 2. Then add, "AND status = 'new' 3. While you are still on the "AND status = 'new'" line, click on the '>' button beneath your query 4. Now you should have: Created/lastupdates < -48 hours AND Status = 'new' 5. So finally click the OR radio button and add this to the query, "status = 'open'". 6. Now you should have: Created/lastupdates < -48 hours AND Status = 'new' OR Status = 'open' Is this what you want? Kris -----Original Message----- From: TeleMole [mailto:telemole at gmail.com] Sent: Monday, May 01, 2006 9:55 AM To: Kristopher Lusk Cc: Thornton, Patrick J; rt-users at lists.bestpractical.com Subject: Re: [rt-users] combine 'and' 'or' in queries - cant do it? I tried that - when I clicked on save - the ands and ors were reverted :( On 5/1/06, Kristopher Lusk wrote: > What I do when I have this problem is get as much of the query as I can > created in the Query Builder, then I click on Advanced and change things > around there (e.g. ANDs to ORs, ORs to ANDs, etc.). This usually gets me > what I want. > > Kris > > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thornton, > Patrick J > Sent: Monday, May 01, 2006 8:18 AM > To: TeleMole; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] combine 'and' 'or' in queries - cant do it? > > Not sure if there is a solution to your question, but this should work > as a quick fix: > > Status !='stalled' > AND Status !='rejected' > AND Status !='resolved' > AND created/lastupdates < -48 hours > > > Pat > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of TeleMole > Sent: Monday, May 01, 2006 9:06 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] combine 'and' 'or' in queries - cant do it? > > HI all,, > > I am trying to build a saved search that will show me all tickets that > are over 48 hours old with either no response or update. > > So i need to see tickets that are 'new' OR 'open' AND > created/lastupdates < -48 hours - every time i try to create it - it > only allows me to switch all the or's to and's or vice versa.... > > why is this? Should i not be able to cerate the query above? Am I > missing something obvious? thanks in advance! > > Sean Daniels > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 flatten at ecs.umass.edu Mon May 1 12:08:54 2006 From: flatten at ecs.umass.edu (Davin Flatten) Date: Mon, 01 May 2006 12:08:54 -0400 Subject: [rt-users] Users being logged out. In-Reply-To: <6.2.3.4.2.20060501094741.033f0d58@po14.mit.edu> References: <007801c66c13$e8702580$2914140a@ad.serreyn.com> <445566A0.3090105@ecs.umass.edu> <6.2.3.4.2.20060501094741.033f0d58@po14.mit.edu> Message-ID: <44563296.3000308@ecs.umass.edu> Stephen- The possible solution that was mentioned was to use external authentication as a work around to the internal auth problem. The person mentioned using a Microsoft Active Directory server for authentication. I am not sure this would work in our all Linux/Unix based environment and I am not going to set up a AD server just for this problem. Maybe a OpenLDAP if I can't solve the problem. Hope this helps. -Davin -- Davin Flatten Unix Systems Administrator University of Massachusetts Amherst, MA 01003 Phone: 413-545-1580 Email: flatten at ecs.umass.edu From djimenez at membersourcecu.org Mon May 1 12:33:28 2006 From: djimenez at membersourcecu.org (Daniel Jimenez) Date: Mon, 1 May 2006 11:33:28 -0500 Subject: [rt-users] 500 error for one specific user... Message-ID: Hi all, I'm currently using LDAP for login and it works great with all my users, except for one (me!). Out of no where one day I could no longer login, but when I click on a ticket I begin getting "500 internal server error" for everything I try to do (even go to the site's root). I also see the below in the logs. I've tried everything I can think of to fix this, and have made no progress. I cannot delete the user as a large number of tickets in the history are assigned to this user. Keep in mind this ONLY effects my user account. I've tried it on a number of PCs, even PCs where another users account works. The other accounts work OK on mine as well. I'm guessing there is some corrupt data in the database somewhere. Any help is very much appreciated! I've also tried this without FastCGI and see the same result. :( ==> /var/log/apache/error_log <== Out of memory! [Mon May 1 11:26:19 2006] [error] [client 130.85.2.75] FastCGI: incomplete headers (0 bytes) received from server "/var/www/rt.ptt.org/rt-3.4.5/bin/mason_handler.fcgi" [Mon May 1 11:26:19 2006] [warn] FastCGI: server "/var/www/rt.ptt.org/rt-3.4.5/bin/mason_handler.fcgi" (pid 22336) terminated by calling exit with status '1' [Mon May 1 11:26:19 2006] [warn] FastCGI: server "/var/www/rt.ptt.org/rt-3.4.5/bin/mason_handler.fcgi" (uid 1002, gid 9106) restarted (pid 23087) TIA, Daniel Jimenez From djimenez at membersourcecu.org Mon May 1 15:38:31 2006 From: djimenez at membersourcecu.org (Daniel Jimenez) Date: Mon, 1 May 2006 14:38:31 -0500 Subject: [rt-users] 500 error for one specific user... Message-ID: I FINALLY figured this out. It had to do with one of the columns in my user account. I nulled everything and it finally fixed it. Man that was frustrating!!! Hope this helps someone in the future! Daniel -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Daniel Jimenez Sent: Monday, May 01, 2006 11:33 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] 500 error for one specific user... Hi all, I'm currently using LDAP for login and it works great with all my users, except for one (me!). Out of no where one day I could no longer login, but when I click on a ticket I begin getting "500 internal server error" for everything I try to do (even go to the site's root). I also see the below in the logs. I've tried everything I can think of to fix this, and have made no progress. I cannot delete the user as a large number of tickets in the history are assigned to this user. Keep in mind this ONLY effects my user account. I've tried it on a number of PCs, even PCs where another users account works. The other accounts work OK on mine as well. I'm guessing there is some corrupt data in the database somewhere. Any help is very much appreciated! I've also tried this without FastCGI and see the same result. :( ==> /var/log/apache/error_log <== Out of memory! [Mon May 1 11:26:19 2006] [error] [client 130.85.2.75] FastCGI: incomplete headers (0 bytes) received from server "/var/www/rt.ptt.org/rt-3.4.5/bin/mason_handler.fcgi" [Mon May 1 11:26:19 2006] [warn] FastCGI: server "/var/www/rt.ptt.org/rt-3.4.5/bin/mason_handler.fcgi" (pid 22336) terminated by calling exit with status '1' [Mon May 1 11:26:19 2006] [warn] FastCGI: server "/var/www/rt.ptt.org/rt-3.4.5/bin/mason_handler.fcgi" (uid 1002, gid 9106) restarted (pid 23087) TIA, Daniel Jimenez _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly 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 rangarajan.radhakrishnan at bms.com Mon May 1 15:53:56 2006 From: rangarajan.radhakrishnan at bms.com (Rangarajan Radhakrishnan) Date: Mon, 01 May 2006 15:53:56 -0400 Subject: [rt-users] Command line query involving Custom Fields Message-ID: <44566754.6070802@bms.com> I have some custom field that I am trying to query as follows: rt list "Queue = 'TestQueue' and owner = 'nobody' AND ('CF.{My Field1}' = 'My Value1') (This works). However, when I add another condition: rt list "Queue = 'TestQueue' and owner = 'nobody' AND ('CF.{My Field1}' = 'My Value1' OR 'CF.{My Field1}' = 'My Value2') It never returns any row. This has been tried from the graphical interface too. Details: Using RT 3.6.0pre0. Using 1.43 for DBIx::SearchBuilder. Have tried it with 1.39 of SearchBuilder.pm too. Database is Oracle 10g (10.1) Actual query used with "rt list" command is given below: ------------------------------------- Queue = 'Assay Development' AND ('CF.{Assay Stage}' = 'Assay Request' OR 'CF.{Assay Stage}' = 'Feasibility' OR 'CF.{Assay Stage}' = 'Assay Development' OR 'CF.{Assay Stage}' = 'Assay Validation' OR 'CF.{Assay Stage}' = 'Sample Analysis' OR 'CF.{Assay Stage}' = 'Data Loading' ) ------------------------------------- It seems to breaks down even if I just use two clauses involving same customfield within parenthesis. This results in QueryString (Select) as printed from within DBIx::SearchBuilder is: SELECT * FROM ( SELECT limitquery.*,rownum limitrownum FROM ( SELECT main.* FROM ( SELECT DISTINCT main.id FROM (((Tickets main LEFT JOIN ObjectCustomFields ObjectCustomFields_1 ON ((ObjectCustomFields_1.ObjectId = '0')) OR ( ObjectCustomFields_1.ObjectId = main.Queue)) LEFT JOIN CustomFields CustomFields_2 ON ( CustomFields_2.id = ObjectCustomFields_1.CustomField)) LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_3 ON ((ObjectCustomFieldValues_3.ObjectId = main.id)) AND ( ObjectCustomFieldValues_3.CustomField = CustomFields_2.id) AND ( (ObjectCustomFieldValues_3.Disabled = '0')) AND ( (ObjectCustomFieldValues_3.ObjectType = 'RT::Ticket'))) WHERE ((CustomFields_2.name = 'Assay Stage')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ((main.name = 'Assay Stage')AND(main.name = 'Assay Stage')AND(main.name = 'Assay Stage')AND(main.name = 'Assay Stage')AND(main.name = 'Assay Stage')) AND ((main.Queue = '3')AND ( ( (ObjectCustomFieldValues_3.Content = 'Assay Request') ) OR ( (ObjectCustomFieldValues_3.Content = 'Feasibility') ) OR ( (ObjectCustomFieldValues_3.Content = 'Assay Development') ) OR ( (ObjectCustomFieldValues_3.Content = 'Assay Validation') ) OR ( (ObjectCustomFieldValues_3.Content = 'Sample Analysis') ) OR ( (ObjectCustomFieldValues_3.Content = 'Data Loading') ) ) ) ) distinctquery, Tickets main WHERE (main.id = distinctquery.id) ORDER BY main.id ASC ) limitquery WHERE rownum <= 50 ) WHERE limitrownum >= 1 On running this query using SQLPLUS ERROR at line 1: ORA-00904: "MAIN"."NAME": invalid identifier Has anybody seen this before? Thanks in advance for your help. From rangarajan.radhakrishnan at bms.com Mon May 1 16:36:39 2006 From: rangarajan.radhakrishnan at bms.com (Rangarajan Radhakrishnan) Date: Mon, 01 May 2006 16:36:39 -0400 Subject: [rt-users] [Fwd: Command line query involving Custom Fields] Message-ID: <44567157.2060102@bms.com> Rangarajan Radhakrishnan wrote: > I have some custom field that I am trying to query as follows: > rt list "Queue = 'TestQueue' and owner = 'nobody' AND ('CF.{My > Field1}' = 'My Value1') > (This works). > > However, when I add another condition: > rt list "Queue = 'TestQueue' and owner = 'nobody' AND ('CF.{My > Field1}' = 'My Value1' OR 'CF.{My Field1}' = 'My Value2') > > It never returns any row. This has been tried from the graphical > interface too. > > Details: > Using RT 3.6.0pre0. Using 1.43 for DBIx::SearchBuilder. Have tried it > with 1.39 of SearchBuilder.pm too. > Database is Oracle 10g (10.1) > > Actual query used with "rt list" command is given below: > ------------------------------------- > Queue = 'Assay Development' AND ('CF.{Assay Stage}' = 'Assay > Request' OR 'CF.{Assay Stage}' = 'Feasibility' OR 'CF.{Assay Stage}' = > 'Assay Development' OR 'CF.{Assay Stage}' = 'Assay Validation' OR > 'CF.{Assay Stage}' = 'Sample Analysis' OR 'CF.{Assay Stage}' = 'Data > Loading' ) > ------------------------------------- > It seems to breaks down even if I just use two clauses involving same > customfield within parenthesis. > > This results in QueryString (Select) as printed from within > DBIx::SearchBuilder is: > > > SELECT * FROM ( SELECT limitquery.*,rownum limitrownum FROM ( SELECT > main.* FROM ( SELECT DISTINCT main.id FROM (((Tickets main LEFT JOIN > ObjectCustomFields ObjectCustomFields_1 ON > ((ObjectCustomFields_1.ObjectId = '0')) OR ( > ObjectCustomFields_1.ObjectId = main.Queue)) LEFT JOIN CustomFields > CustomFields_2 ON ( CustomFields_2.id = > ObjectCustomFields_1.CustomField)) LEFT JOIN ObjectCustomFieldValues > ObjectCustomFieldValues_3 ON ((ObjectCustomFieldValues_3.ObjectId = > main.id)) AND ( ObjectCustomFieldValues_3.CustomField = > CustomFields_2.id) AND ( (ObjectCustomFieldValues_3.Disabled = '0')) > AND ( (ObjectCustomFieldValues_3.ObjectType = 'RT::Ticket'))) WHERE > ((CustomFields_2.name = 'Assay Stage')) AND ((main.EffectiveId = > main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = > 'ticket')) AND ((main.name = 'Assay Stage')AND(main.name = 'Assay > Stage')AND(main.name = 'Assay Stage')AND(main.name = 'Assay > Stage')AND(main.name = 'Assay Stage')) AND ((main.Queue = '3')AND ( ( > (ObjectCustomFieldValues_3.Content = 'Assay Request') ) OR ( > (ObjectCustomFieldValues_3.Content = 'Feasibility') ) OR ( > (ObjectCustomFieldValues_3.Content = 'Assay Development') ) OR ( > (ObjectCustomFieldValues_3.Content = 'Assay Validation') ) OR ( > (ObjectCustomFieldValues_3.Content = 'Sample Analysis') ) OR ( > (ObjectCustomFieldValues_3.Content = 'Data Loading') ) ) ) ) > distinctquery, Tickets main WHERE (main.id = distinctquery.id) ORDER > BY main.id ASC ) limitquery WHERE rownum <= 50 ) WHERE limitrownum >= 1 > > On running this query using SQLPLUS > ERROR at line 1: > ORA-00904: "MAIN"."NAME": invalid identifier > > Has anybody seen this before? Thanks in advance for your help. > > > It appears that the generated query has "(main.name = 'Assay Stage')AND(main.name = 'Assay Stage')AND(main.name = 'Assay Stage')AND(main.name = 'Assay Stage')AND(main.name = 'Assay Stage')" repeating multiple times. each "main.name" should instead be "CustomFields_2.name" Is anybody else facing this problem ....? Thanks. -------------- next part -------------- An embedded message was scrubbed... From: Rangarajan Radhakrishnan Subject: Command line query involving Custom Fields Date: Mon, 01 May 2006 15:53:56 -0400 Size: 3408 URL: From pkime at Shopzilla.com Mon May 1 17:30:34 2006 From: pkime at Shopzilla.com (Philip Kime) Date: Mon, 1 May 2006 14:30:34 -0700 Subject: [rt-users] Reset all ACLs to something sensible Message-ID: <58B1112F0EEB7349AE14A0AA46F9CEC00137AB20@szexchange.Shopzilla.inc> Greetings, I have an "organically grown" RT system with a rat's nest of a rights matrix. I want to clean this out and start again. I have designed and tested a new set of rights for everyone but I'm wondering as to the best way of getting this implemented. I have the luxury of a development box that I can load snapshots of production onto. I can see the following possibilities: * Dump PROD onto DEV, change things, dump ACL table on DEV and import to PROD. But this means PROD has to remain static while this is done otherwise horrible things will happen because of changes to table indices etc. I can't see PROD not being used while this is done so I doubt I can do this. * Manually altering all the PROD ACLs. Will take hours. Horrible but safe. * Some sort of API on top of SQL like the rt command line to remove, replace and re-define rights? * Manual SQL stuff. Shudder. Any ideas? -- Philip Kime NOPS Systems Architect 310 401 0407 -------------- next part -------------- An HTML attachment was scrubbed... URL: From m-liebman at northwestern.edu Mon May 1 18:23:55 2006 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Mon, 01 May 2006 18:23:55 -0400 Subject: [rt-users] How to remove default logos and Page titles in 3.4.2 In-Reply-To: <20060501060747.25970.qmail@webmail9.rediffmail.com> References: <20060501060747.25970.qmail@webmail9.rediffmail.com> Message-ID: <44568A7B.4090204@northwestern.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 [Please do not reply directly to me. Everyone benefits from keeping the discussion on the list.] On 5/1/2006 2:07 AM, rajesh kodali wrote: > Hi, > > Thank you for the help .. I'ld like to know how to change default title > default index page which has copy right and all that stuff and version > number of RT .. Follow the directions in http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT for "Using the 'local' directory" and "Modifying Mason components" for changing the elements you need to change. I don't have access to a working install at the moment, so I can't tell you exactly which elements contain the things you mentioned. 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" -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.3 (MingW32) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFEVop76UheVG5j+1cRAuHJAJwL69lyog5VdIpVA4xYX0+n+4c/BQCgvMoX CilJbRAG646rfyZY+0gtiXM= =JxQL -----END PGP SIGNATURE----- From msnyder at servervault.com Mon May 1 21:38:54 2006 From: msnyder at servervault.com (Mathew Snyder) Date: Mon, 01 May 2006 21:38:54 -0400 Subject: [rt-users] Data Migration (Pg to MySQL script) Message-ID: <4456B82E.5080503@servervault.com> We're moving everything in our current Postgres database to a new instance of RT with a MySQL database. So far we've figured out the need to port it over to an identical version and then work through the upgrade path in order for the migration to work the way it should. However, we've encountered a problem with the attachments. Everything seems to run well until we get to what appears to be an image. This is a portion of the output: ... AsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOd AsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOd AsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOd AsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOd AsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOd AsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOd AsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsOdAsKdAsKdAsKc AsKdAlwCwpwCwpwCXALCnQJdAlwCXAI8AjwCXAJcAlwCXQI9Ag== ,,2004-07-07 16:54:34,base64,Outlook.bmp,4527,2821,image/bmp at ./donotrunmeidobadthings.pl line 68. (donotrunmeidobadthings.pl is the script rt-on-pg-to-mysql with modifications that clear out all the data in the new database before starting the migration.) So basically, we get this dump to the screen and then the script stops. We thought it might be the attachment being too large for the amount of memory allocated. My colleague set the allocation to 16MB thinking the image couldn't be that big. We still get the error though. Any ideas what could be causing this? Any input will help. -- Mathew Snyder Systems Administrator Network+ ServerVault TechOps From rt3 at acerhomes.com Tue May 2 05:22:10 2006 From: rt3 at acerhomes.com (rt3 at acerhomes.com) Date: Tue, 2 May 2006 17:22:10 +0800 (PHT) Subject: [rt-users] Help on approval link problem Message-ID: <2867.203.87.145.65.1146561730.squirrel@mail.acerhomes.com> After upgrading from 3.0.5 to 3.4.5, the my approval link displayed nothing even if I selected show pending request, approved, denied, etc. I watched already the rt and data log file (see attached), but i found no error. -------------- next part -------------- A non-text attachment was scrubbed... Name: postgres.tar.gz Type: application/x-gzip Size: 12810 bytes Desc: not available URL: From barnesaw at ucrwcu.rwc.uc.edu Tue May 2 08:40:16 2006 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 02 May 2006 08:40:16 -0400 Subject: [rt-users] Reset all ACLs to something sensible In-Reply-To: <58B1112F0EEB7349AE14A0AA46F9CEC00137AB20@szexchange.Shopzilla.inc> References: <58B1112F0EEB7349AE14A0AA46F9CEC00137AB20@szexchange.Shopzilla.inc> Message-ID: <44575330.1010101@ucrwcu.rwc.uc.edu> You could install RTx::RightsMatrix and use edit mode to reset the rights so you can then set up the rights you want. Philip Kime wrote: > Greetings, > I have an "organically grown" RT system with a rat's nest of a > rights matrix. I want to clean this out and start again. I have > designed and tested a new set of rights for everyone but I'm wondering > as to the best way of getting this implemented. I have the luxury of a > development box that I can load snapshots of production onto. I can > see the following possibilities: > > * Dump PROD onto DEV, change things, dump ACL table on DEV and import > to PROD. But this means PROD has to remain static while this is done > otherwise horrible things will happen because of changes to table > indices etc. I can't see PROD not being used while this is done so I > doubt I can do this. > * Manually altering all the PROD ACLs. Will take hours. Horrible but safe. > * Some sort of API on top of SQL like the rt command line to remove, > replace and re-define rights? > * Manual SQL stuff. Shudder. > > Any ideas? > > -- > Philip Kime > NOPS Systems Architect > 310 401 0407 > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From cto at lanusa.com Tue May 2 08:49:45 2006 From: cto at lanusa.com (Michael Erana) Date: Tue, 2 May 2006 08:49:45 -0400 Subject: [rt-users] Reset all ACLs to something sensible Message-ID: I'd look at option #1. Seems viable considering that the ACLs tables seems to be limited to Groups/Queues/CF objects. Just impose a control on changes to perms on those objects during testing periods. Oh, and make sure you have a before snapshot before you roll your changes over.... 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 Philip Kime Sent: Monday, May 01, 2006 5:31 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Reset all ACLs to something sensible Greetings, I have an "organically grown" RT system with a rat's nest of a rights matrix. I want to clean this out and start again. I have designed and tested a new set of rights for everyone but I'm wondering as to the best way of getting this implemented. I have the luxury of a development box that I can load snapshots of production onto. I can see the following possibilities: * Dump PROD onto DEV, change things, dump ACL table on DEV and import to PROD. But this means PROD has to remain static while this is done otherwise horrible things will happen because of changes to table indices etc. I can't see PROD not being used while this is done so I doubt I can do this. * Manually altering all the PROD ACLs. Will take hours. Horrible but safe. * Some sort of API on top of SQL like the rt command line to remove, replace and re-define rights? * Manual SQL stuff. Shudder. Any ideas? -- Philip Kime NOPS Systems Architect 310 401 0407 -------------- next part -------------- An HTML attachment was scrubbed... URL: From sturner at MIT.EDU Tue May 2 09:58:57 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 02 May 2006 09:58:57 -0400 Subject: [rt-users] Reset all ACLs to something sensible In-Reply-To: References: Message-ID: <6.2.3.4.2.20060502095114.024fcc78@po14.mit.edu> At Tuesday 5/2/2006 08:49 AM, Michael Erana wrote: >I'd look at option #1. Seems viable considering that the ACLs tables >seems to be limited to Groups/Queues/CF objects. Just impose a >control on changes to perms on those objects during testing periods. >Oh, and make sure you have a before snapshot before you roll your >changes over.... > >Greetings, > I have an "organically grown" RT system with a rat's nest of a > rights matrix. I want to clean this out and start again. I have > designed and tested a new set of rights for everyone but I'm > wondering as to the best way of getting this implemented. I have > the luxury of a development box that I can load snapshots of > production onto. I can see the following possibilities: > >* Dump PROD onto DEV, change things, dump ACL table on DEV and >import to PROD. But this means PROD has to remain static while this >is done otherwise horrible things will happen because of changes to >table indices etc. I can't see PROD not being used while this is >done so I doubt I can do this. >* Manually altering all the PROD ACLs. Will take hours. Horrible but safe. >* Some sort of API on top of SQL like the rt command line to remove, >replace and re-define rights? >* Manual SQL stuff. Shudder. > >Any ideas? > >-- >Philip Kime >NOPS Systems Architect >310 401 0407 > I would steer clear of options 1 and 4 unless you're EXTREMELY confident you know the RT database schema inside out. I'd recommend writing a perl script that uses the RT API. You can rerun a script like this as many times as you'd like until you get everything the way you want. There are some examples of such scripts in the wiki under Contributions->External Utils. You can view the RT API documentation by using perldoc - http://wiki.bestpractical.com/index.cgi?perldoc . Steve From alisond at inf.ed.ac.uk Tue May 2 10:08:33 2006 From: alisond at inf.ed.ac.uk (Alison Downie) Date: Tue, 2 May 2006 15:08:33 +0100 (BST) Subject: [rt-users] How to remove default logos and Page titles in 3.4.2 In-Reply-To: <44568A7B.4090204@northwestern.edu> References: <20060501060747.25970.qmail@webmail9.rediffmail.com> <44568A7B.4090204@northwestern.edu> Message-ID: The following link may also be of use: http://wiki.bestpractical.com/index.cgi?ChangeLogo Alison -- ++++++++++++++++++++++++++++++++++++++++++++++ Alison Downie, Computing Officer School of Informatics, University of Edinburgh Room B21, 5 Forrest Hill, EDINBURGH, EH1 2QL Tel: 650 3095 ++++++++++++++++++++++++++++++++++++++++++++++ On Mon, 1 May 2006, Michael S. Liebman wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > [Please do not reply directly to me. Everyone benefits from keeping the > discussion on the list.] > > On 5/1/2006 2:07 AM, rajesh kodali wrote: >> Hi, >> >> Thank you for the help .. I'ld like to know how to change default title >> default index page which has copy right and all that stuff and version >> number of RT .. > > Follow the directions in > http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT for "Using > the 'local' directory" and "Modifying Mason components" for changing the > elements you need to change. I don't have access to a working install at > the moment, so I can't tell you exactly which elements contain the > things you mentioned. > > 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" > > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.4.3 (MingW32) > Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org > > iD8DBQFEVop76UheVG5j+1cRAuHJAJwL69lyog5VdIpVA4xYX0+n+4c/BQCgvMoX > CilJbRAG646rfyZY+0gtiXM= > =JxQL > -----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 ted at serreyn.com Tue May 2 10:39:59 2006 From: ted at serreyn.com (Ted Serreyn) Date: Tue, 2 May 2006 09:39:59 -0500 Subject: [rt-users] Users being logged out. In-Reply-To: <6.2.3.4.2.20060501094741.033f0d58@po14.mit.edu> Message-ID: <004a01c66df6$69e1dcb0$04c8140a@ad.serreyn.com> The solution is just to implement external authentication and let apache handle it rather than RT. Ted -- Ted Serreyn Phone:262-432-0260 Fax:262-432-0232 Serreyn Network Services, LLC http://www.serreyn.com/ -----Original Message----- From: Stephen Turner [mailto:sturner at MIT.EDU] Sent: Monday, May 01, 2006 8:52 AM To: Davin Flatten; Ted Serreyn; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Users being logged out. At Sunday 4/30/2006 09:38 PM, Davin Flatten wrote: >Ted- > >Thanks! I will look into this as a possible solution. Seems to me >though this is a pretty annoying bug that would affect many users, >and I am surprised that no one has addressed it. Once again thank >you for the suggestion. > >-Davin Davin, Could you post the possible solution? I didn't see it on the mailing list. Thanks, Steve From dando at email.it Tue May 2 11:09:12 2006 From: dando at email.it (Dando - Email.it) Date: Tue, 02 May 2006 17:09:12 +0200 Subject: [rt-users] Deleting RTFM with RT 3.6.0pre1 and RTFM 2.2.0RC1 In-Reply-To: <049101c668a9$bfadfbd0$6a01090a@Basement2> References: <049101c668a9$bfadfbd0$6a01090a@Basement2> Message-ID: <44577618.7060409@email.it> Phil Smith III wrote: > Well, I still haven't gotten the graphing working, but it's a background task at this point. > > Now I'm trying to delete a test RTFM ticket. The Web UI says it worked, but it still shows up in all searches and in the Overview. > > Nothing in any logs that I can see. > > Is anyone else running this combination, can try it? > > ...phsiii > Hi, we have the same problem with different environments : RT 3.6.0pre1, RTFM 2.2.0rc2, AT 1.2.3 installed from scratch on POSTGRESQL 8.0. and RT 3.4.5, RTFM 2.2.0rc2, AT 1.2.3 installed from scratch on POSTGRESQL 7.4. The logs said: ==== /opt/rt3/var/log/rt3.log ==== .... .... DBD::Pg::st execute failed: ERROR: column main.field does not exist (/usr/local/share/perl/5.8.7/DBIx/SearchBuilder/Handle.pm:492) [Tue May 2 14:30:40 2006] [warning]: RT::Handle=HASH(0x3021960) couldn't execute the query 'SELECT main.* FROM Links main WHERE ((main.Field = 'fsck.com-rtfm://example.it/article/15')) AND ((main.Type = 'Target')) ' at /usr/local/share/perl/5.8.7/DBIx/SearchBuilder/Handle.pm line 505 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x3021960)', 'SELECT main.* FROM Links main WHERE ((main.Field = \'fsck.c...') called at /usr/local/share/perl/5.8.7/DBIx/SearchBuilder.pm line 231 ..... ..... Tue May 2 14:30:40 2006] [warning]: DBD::Pg::st execute failed: ERROR: current transaction is aborted, commands ignored until end of transaction block (/usr/local/share/perl/5.8.7/DBIx/SearchBuilder/Handle.pm:492) [Tue May 2 14:30:40 2006] [warning]: RT::Handle=HASH(0x3021960) couldn't execute the query 'SELECT main.* FROM Transactions main WHERE ((main.ObjectId = '15')) AND ((main.ObjectType = 'RT::FM::Article')) ORDER BY main.Created ASC, main.id ASC ' at /usr/local/share/perl/5.8.7/DBIx/SearchBuilder/Handle.pm line 505 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x3021960)', 'SELECT main.* FROM Transactions main WHERE ((main.ObjectId ...') called at /usr/local/share/perl/5.8.7/DBIx/SearchBuilder.pm line 231 ...... ...... ==================================== ==== /var/log/postgresql-main.log ===== ........ ........ ERROR: column main.field does not exist ERROR: current transaction is aborted, commands ignored until end of transaction block ERROR: current transaction is aborted, commands ignored until end of transaction block ERROR: current transaction is aborted, commands ignored until end of transaction block ERROR: current transaction is aborted, commands ignored until end of transaction block ERROR: current transaction is aborted, commands ignored until end of transaction block ....... ....... ======================================== Any clue ? Regards Dando From jboris at adphila.org Tue May 2 11:21:49 2006 From: jboris at adphila.org (John Boris) Date: Tue, 02 May 2006 11:21:49 -0400 Subject: [rt-users] Web Pages being built without correct path Message-ID: I am new to this and this is a new install of RT 3.4.5 on Fedora Core 4. I am using the FastCGI Server. My server is on a private network not on the Internet. It sits behind a firewall that is passing packets from the Public side to the private side. The Public side is still a private network. I am testing this from the inside of the firewall. My test PC is on the same network as the server. In our DNS I have this server as rt.adphila.org 172.31.5.209 and on the inside it is 172.31.6.209. I think I have things setup correctly . When I go to the base URL http://172.31.6.209 I will get the login page for RT but the Best Practical logo doesn't load. The right side of the screen shows I am not logged in. I enter root as the login and password as the password and will get the RT At A glance page and it looks as though I am logged in. When I move the Mouse over any of the links on the left (Home, Tickets,Configuration,Preferences,Approval) I can see the link in the status bar at the bottom and notice that the link is shown as : http://admin I know that isn't right. My RT_SiteConfig.pm has these settings: Set( $rtname, 'EFS'); Set($Organization,'rt.adphila.org'); Set($Timezone, 'US/Eastern'); Set($WebBaseURL, 'http://rt.adphila.org'); Set($WebImagesURL, $WebPath . "/NoAuth/images/"); Set($WebPath, "/"); Set($CorrespondAddress, 'correspond at rt.adphila.org'); Set($CommentAddress, 'comment at rt.adphila.org'); Set($SendmailPath, '/usr/sbin/sendmail'); Set($LogToSyslog, ''); Set($LogToFile, 'debug'); Set($LogDir, '/opt/rt3/var/log'); Set($LogToFileNamed, 'rt.log'); Set($MyTicketsLength, 20); I have this set as a Virtual Host and thoise settings are: # Virtual host Virtual Host 0 FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 ErrorLog logs/rt_error_log ServerName rt.adphila.org Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ AddHandler fastcgi-script fcgi ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ TransferLog logs/rt_access_log DirectoryIndex index.html index.htm index.shtml Options FollowSymLinks ExecCGI AllowOverride None TransferLog logs/rt_access_log ErrorLog logs/rt_error_log When I click on any of the links I get a page not found error which I now is correct because http://admin doesn't exist it should be going to http://172.31.6.209/admin. Also I notice that the links are in lower case while the actual Directories are in a mixed case. Any pointers on where I have this misconfigured? Also if I look at index.html in my Document root for this host it says I a haven't configured my server yet but I did configure it and the lines that state that in the index.html aren't showing on the page that displays in my browser. To make sure I was getting to the correct directory I put a hello world page called test.html and pointed my browser to http://172.31.6.209/test.html. I got the login page so I entered the root login and password and got my test.html page so I know I am getting to the correct directory. TIA John J. Boris, Sr. JEN-A-SyS Administrator Archdiocese of Philadelphia "Remember! That light at the end of the tunnel Just might be the headlight of an oncoming train!" From jboris at adphila.org Tue May 2 11:59:02 2006 From: jboris at adphila.org (John Boris) Date: Tue, 02 May 2006 11:59:02 -0400 Subject: [rt-users] Web Pages being built without correct path Message-ID: Please disregard the email. As I said this is new to me. I had been making changes to RT_SiteConfig.pm but wasn't restarting the httpd daemon each time I made a change. I just didn't think or know that it reloaded that file every time the Web server daemon was started. It is now working. Sorry for cluttering the list. John J. Boris, Sr. JEN-A-SyS Administrator Archdiocese of Philadelphia "Remember! That light at the end of the tunnel Just might be the headlight of an oncoming train!" From KFCrocker at lbl.gov Tue May 2 12:46:05 2006 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 02 May 2006 09:46:05 -0700 Subject: [rt-users] Reset all ACLs to something sensible In-Reply-To: <58B1112F0EEB7349AE14A0AA46F9CEC00137AB20@szexchange.Shopzilla.inc> References: <58B1112F0EEB7349AE14A0AA46F9CEC00137AB20@szexchange.Shopzilla.inc> Message-ID: <44578CCD.9010203@lbl.gov> Philip Kime wrote: > Greetings, > I have an "organically grown" RT system with a rat's nest of a > rights matrix. I want to clean this out and start again. I have > designed and tested a new set of rights for everyone but I'm wondering > as to the best way of getting this implemented. I have the luxury of a > development box that I can load snapshots of production onto. I can > see the following possibilities: > > * Dump PROD onto DEV, change things, dump ACL table on DEV and import > to PROD. But this means PROD has to remain static while this is done > otherwise horrible things will happen because of changes to table > indices etc. I can't see PROD not being used while this is done so I > doubt I can do this. > * Manually altering all the PROD ACLs. Will take hours. Horrible but safe. > * Some sort of API on top of SQL like the rt command line to remove, > replace and re-define rights? > * Manual SQL stuff. Shudder. > > Any ideas? > > -- > Philip Kime > NOPS Systems Architect > 310 401 0407 > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html Philip, Why go to such trouble? If you have a test system of the same version as prod, just create a Queue, create a group, create a person or two and start playing with the rights. Hint. Try to keep the individual stuff to a minimum. By having people in groups (except maybe the Admincc) you don't have to keep defining rights for people. The only system group right we have is seeoutgoingmail. The only system group right for groups is creating/saving, etc. search queries. For the AdminCc, we give him the individual right to see configtab. everything else is in groups and roles. We have created a few extra scrips for our approval Queue (1 Queue that handles approvals for about 12 queues that belong to the same group manager). But, keep playing with it until you know what these rights do. Check out the WIKI on rights and privileges. Kenn From jesse at bestpractical.com Tue May 2 13:11:30 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 2 May 2006 13:11:30 -0400 Subject: [rt-users] Deleting RTFM with RT 3.6.0pre1 and RTFM 2.2.0RC1 In-Reply-To: <44577618.7060409@email.it> References: <049101c668a9$bfadfbd0$6a01090a@Basement2> <44577618.7060409@email.it> Message-ID: <20060502171129.GR24532@bestpractical.com> > Hi, we have the same problem with different environments : What do you click on to cause that error to hit the database? > RT 3.6.0pre1, RTFM 2.2.0rc2, AT 1.2.3 installed from scratch > > on POSTGRESQL 8.0. > > and > > RT 3.4.5, RTFM 2.2.0rc2, AT 1.2.3 installed from scratch > > on POSTGRESQL 7.4. > > The logs said: > > ==== /opt/rt3/var/log/rt3.log ==== > .... > .... > DBD::Pg::st execute failed: ERROR: column main.field does not exist > (/usr/local/share/perl/5.8.7/DBIx/SearchBuilder/Handle.pm:492) > [Tue May 2 14:30:40 2006] [warning]: RT::Handle=HASH(0x3021960) couldn't > execute the query 'SELECT main.* FROM Links main WHERE ((main.Field = > 'fsck.com-rtfm://example.it/article/15')) AND ((main.Type = 'Target')) ' at > /usr/local/share/perl/5.8.7/DBIx/SearchBuilder/Handle.pm line 505 > DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x3021960)', 'SELECT > main.* FROM Links main WHERE ((main.Field = \'fsck.c...') called at > /usr/local/share/perl/5.8.7/DBIx/SearchBuilder.pm line 231 > ..... > ..... > Tue May 2 14:30:40 2006] [warning]: DBD::Pg::st execute failed: ERROR: current > transaction is aborted, commands ignored until end of transaction block > (/usr/local/share/perl/5.8.7/DBIx/SearchBuilder/Handle.pm:492) > [Tue May 2 14:30:40 2006] [warning]: RT::Handle=HASH(0x3021960) couldn't > execute the query 'SELECT main.* FROM Transactions main WHERE ((main.ObjectId > = '15')) AND ((main.ObjectType = 'RT::FM::Article')) ORDER BY main.Created ASC, > main.id ASC ' at /usr/local/share/perl/5.8.7/DBIx/SearchBuilder/Handle.pm line > 505 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x3021960)', > 'SELECT main.* FROM Transactions main WHERE ((main.ObjectId ...') called at > /usr/local/share/perl/5.8.7/DBIx/SearchBuilder.pm line 231 > ...... > ...... > ==================================== > > > ==== /var/log/postgresql-main.log ===== > ........ > ........ > ERROR: column main.field does not exist > ERROR: current transaction is aborted, commands ignored until end of > transaction block > ERROR: current transaction is aborted, commands ignored until end of > transaction block > ERROR: current transaction is aborted, commands ignored until end of > transaction block > ERROR: current transaction is aborted, commands ignored until end of > transaction block > ERROR: current transaction is aborted, commands ignored until end of > transaction block > ....... > ....... > ======================================== > > > Any clue ? > > Regards > > Dando > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 dando at email.it Tue May 2 13:56:01 2006 From: dando at email.it (Dando - Email.it) Date: Tue, 02 May 2006 19:56:01 +0200 Subject: [rt-users] Deleting RTFM with RT 3.6.0pre1 and RTFM 2.2.0RC1 In-Reply-To: <20060502171129.GR24532@bestpractical.com> References: <049101c668a9$bfadfbd0$6a01090a@Basement2> <44577618.7060409@email.it> <20060502171129.GR24532@bestpractical.com> Message-ID: <44579D31.3080409@email.it> Jesse Vincent wrote: > > >>Hi, we have the same problem with different environments : > > > What do you click on to cause that error to hit the database? > We follow the same steps as Phil Smith III: "..Now I'm trying to delete a test RTFM ticket. The Web UI says it worked, but it still shows up in all searches and in the Overview..." Shortly: Create a Test Class | Create a Test Article | Overview | Click Test Article | Click Delete | "Are you sure.." YES | WebUI message "Article #17 deleted" | Overview | Test Article still here unchanged. Tried with an already existing RTFM 2.04 upgrade to 2.2rc2 and with a clean RTFM 2.2rc2 install, same thing. Thanks Dando > > >>RT 3.6.0pre1, RTFM 2.2.0rc2, AT 1.2.3 installed from scratch >> >>on POSTGRESQL 8.0. >> >>and >> >>RT 3.4.5, RTFM 2.2.0rc2, AT 1.2.3 installed from scratch >> >>on POSTGRESQL 7.4. >> >>The logs said: >> >>==== /opt/rt3/var/log/rt3.log ==== >>.... >>.... >>DBD::Pg::st execute failed: ERROR: column main.field does not exist >>(/usr/local/share/perl/5.8.7/DBIx/SearchBuilder/Handle.pm:492) >>[Tue May 2 14:30:40 2006] [warning]: RT::Handle=HASH(0x3021960) couldn't >>execute the query 'SELECT main.* FROM Links main WHERE ((main.Field = >>'fsck.com-rtfm://example.it/article/15')) AND ((main.Type = 'Target')) ' at >>/usr/local/share/perl/5.8.7/DBIx/SearchBuilder/Handle.pm line 505 >>DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x3021960)', 'SELECT >>main.* FROM Links main WHERE ((main.Field = \'fsck.c...') called at >>/usr/local/share/perl/5.8.7/DBIx/SearchBuilder.pm line 231 >>..... >>..... >>Tue May 2 14:30:40 2006] [warning]: DBD::Pg::st execute failed: ERROR: current >>transaction is aborted, commands ignored until end of transaction block >>(/usr/local/share/perl/5.8.7/DBIx/SearchBuilder/Handle.pm:492) >>[Tue May 2 14:30:40 2006] [warning]: RT::Handle=HASH(0x3021960) couldn't >>execute the query 'SELECT main.* FROM Transactions main WHERE ((main.ObjectId >>= '15')) AND ((main.ObjectType = 'RT::FM::Article')) ORDER BY main.Created ASC, >>main.id ASC ' at /usr/local/share/perl/5.8.7/DBIx/SearchBuilder/Handle.pm line >>505 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x3021960)', >>'SELECT main.* FROM Transactions main WHERE ((main.ObjectId ...') called at >>/usr/local/share/perl/5.8.7/DBIx/SearchBuilder.pm line 231 >>...... >>...... >>==================================== >> >> >>==== /var/log/postgresql-main.log ===== >>........ >>........ >>ERROR: column main.field does not exist >>ERROR: current transaction is aborted, commands ignored until end of >>transaction block >>ERROR: current transaction is aborted, commands ignored until end of >>transaction block >>ERROR: current transaction is aborted, commands ignored until end of >>transaction block >>ERROR: current transaction is aborted, commands ignored until end of >>transaction block >>ERROR: current transaction is aborted, commands ignored until end of >>transaction block >>....... >>....... >>======================================== >> >> >>Any clue ? >> >>Regards >> >>Dando From wcatlan at doar.com Tue May 2 13:43:05 2006 From: wcatlan at doar.com (William Catlan) Date: Tue, 2 May 2006 13:43:05 -0400 Subject: [rt-users] Cannot assign ticket Message-ID: <4320635C545E4948B79284BEF97AA20B05252AE1@email.LawTech.ad.doar.com> Hello, Perl 5.8.6; RT 3.4.5, using MySQL. I have messed around with permissions, including SetOwner, ModifyTicket, TakeTicket, and StealTicket. I cannot assign ownership of a Ticket. RT Essentials says: 3.6. Assigning a Ticket Tickets can have an owner-the user responsible for working on the ticket or for coordinating the work. To assign a ticket to someone, go to the People form from the ticket display page, and select the user from the Owner drop-down list, as shown in Figure 3-7 . This list contains the usernames of all the users allowed to own tickets in the ticket's current queue. I try this, and only "Nobody" appears as an option. Please advise. Thanks, Bill -------------- next part -------------- An HTML attachment was scrubbed... URL: From jauty at indiana.edu Tue May 2 14:12:16 2006 From: jauty at indiana.edu (Joe Auty) Date: Tue, 2 May 2006 14:12:16 -0400 Subject: [rt-users] authentication options Message-ID: Hello, What authentication methods does RT support other than the built-in MySQL-based authentication? Is there any documentation pertaining to these options? ----------- Joe Auty UITS Messaging Indiana University jauty at indiana.edu -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From jhunter at telwestservices.com Tue May 2 14:13:43 2006 From: jhunter at telwestservices.com (Joshua Hunter) Date: Tue, 2 May 2006 11:13:43 -0700 Subject: [rt-users] MyRT line 76 Message-ID: <9F285BFE1D7757499D9FF095B4EE347DD7B512@tw-xchange01.TWC.local> I've just recently upgraded from 3.4.5 to 3.6.0pre1. Everything seems to be working fine now (after dealing with some GD issues) except that I receive an error on the RT at a glance page. I am completely new to Linux and RT (this is the first system I've ever installed and the first app I've ever configured) and have no idea what I'm looking at here. I got 3.4.5 up without any problems, but ran into a few snags with 3.6. I searched gossamer threads and saw that someone had emailed about this in August with version 3.5.2, but didn't see any response. Hopefully someone a bit more experienced can help. Thanks, Joshua Hunter ____________________________________________ System error error: Can't call method "Content" on an undefined value at /opt/rt3/share/html/Elements/MyRT line 76. context: ... 72: 73: unless (exists $session{'my_rt_portlets'}) { 74: my ($d_portlets) = RT::System->new($session{'CurrentUser'})->Attributes->Named('HomepageSet tings'); 75: my $user = $session{'CurrentUser'}->UserObj; 76: $session{'my_rt_portlets'} = $user->Preferences('HomepageSettings', $d_portlets->Content); 77: } 78: 79: my $portlets = $session{'my_rt_portlets'}; 80: ... code stack: /opt/rt3/share/html/Elements/MyRT:76 /opt/rt3/share/html/index.html:79 /opt/rt3/share/html/autohandler:279 raw error Can't call method "Content" on an undefined value at /opt/rt3/share/html/Elements/MyRT line 76. Trace begun at /usr/share/perl5/HTML/Mason/Exceptions.pm line 129 HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "Content" on an undefined value at /opt/rt3/share/html/Elements/MyRT line 76.^J') called at /opt/rt3/share/html/Elements/MyRT line 76 HTML::Mason::Commands::__ANON__ at /usr/share/perl5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9f c2e2c)') called at /usr/share/perl5/HTML/Mason/Request.pm line 1251 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef) called at /opt/rt3/share/html/index.html line 79 HTML::Mason::Commands::__ANON__ at /usr/share/perl5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9e cdf4c)') called at /usr/share/perl5/HTML/Mason/Request.pm line 1251 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef) called at /usr/share/perl5/HTML/Mason/Request.pm line 914 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HAS H(0x9f88148)') called at /opt/rt3/share/html/autohandler line 279 HTML::Mason::Commands::__ANON__ at /usr/share/perl5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9d e06f4)') called at /usr/share/perl5/HTML/Mason/Request.pm line 1246 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef, undef) called at /usr/share/perl5/HTML/Mason/Request.pm line 459 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 459 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 411 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9 f88148)') called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 165 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheH andler=HASH(0x9f88148)') called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 832 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=H ASH(0x8875278)', 'Apache2::RequestRec=SCALAR(0x9f8bd54)') called at /opt/rt3/bin/webmux.pl line 123 eval {...} at /opt/rt3/bin/webmux.pl line 123 RT::Mason::handler('Apache2::RequestRec=SCALAR(0x9f8bd54)') called at -e line 0 eval {...} at -e line 0 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jauty at indiana.edu Tue May 2 14:14:51 2006 From: jauty at indiana.edu (Joe Auty) Date: Tue, 2 May 2006 14:14:51 -0400 Subject: [rt-users] Command line RT tool, email processing Message-ID: <935F9DDE-679B-41C4-8CA6-334AEAA46C48@indiana.edu> Hello, The Wiki states that the command line RT tools is currently not savvy about custom fields, and this seems to be the best way to allow some of our systems the ability to create tickets based on the contents of an email. Has this changed? Does anybody have any general recommendations as to how to use the contents of an email message to create a ticket? ----------- Joe Auty UITS Messaging Indiana University jauty at indiana.edu -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From jesse at bestpractical.com Tue May 2 14:17:45 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 2 May 2006 14:17:45 -0400 Subject: [rt-users] MyRT line 76 In-Reply-To: <9F285BFE1D7757499D9FF095B4EE347DD7B512@tw-xchange01.TWC.local> References: <9F285BFE1D7757499D9FF095B4EE347DD7B512@tw-xchange01.TWC.local> Message-ID: <20060502181745.GV24532@bestpractical.com> On Tue, May 02, 2006 at 11:13:43AM -0700, Joshua Hunter wrote: > I've just recently upgraded from 3.4.5 to 3.6.0pre1. Everything seems Did you run the database upgrade scripts? From alexmv at bestpractical.com Tue May 2 14:27:53 2006 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 02 May 2006 14:27:53 -0400 Subject: [rt-users] Deleting RTFM with RT 3.6.0pre1 and RTFM 2.2.0RC1 In-Reply-To: <44579D31.3080409@email.it> References: <049101c668a9$bfadfbd0$6a01090a@Basement2> <44577618.7060409@email.it> <20060502171129.GR24532@bestpractical.com> <44579D31.3080409@email.it> Message-ID: <1146594473.9188.26.camel@localhost> On Tue, 2006-05-02 at 19:56 +0200, Dando - Email.it wrote: > Tried with an already existing RTFM 2.04 upgrade to 2.2rc2 and with a clean RTFM > 2.2rc2 install, same thing. I can't replicate this with RT 3.5-HEAD, and RTFM 2.2-HEAD, on mysql or Postgres. Can you replicate it on a clean install? - Alex From klusk at brit.com Tue May 2 16:54:15 2006 From: klusk at brit.com (Kristopher Lusk) Date: Tue, 2 May 2006 15:54:15 -0500 Subject: [rt-users] Home Page Queries Message-ID: <20060502205412.0E2A9A3AE5@mail.brit.com> Hello List, Is it possible to show multiple "user queries" on the home page? For instance, in addition to the "20 Highest Priority Tickets I Own", I want to show the: - "20 Longest Ignored Tickets I Own" (determined by the amount of time they have gone without any updates), and the - "20 Oldest Tickets I Own" (determined by their date created) Would this be something that could be done? If so, would you please tell me how? In very specific laymen's terms please. :-) Thanks, Kris -------------- next part -------------- An HTML attachment was scrubbed... URL: From mike at tekniq.org Tue May 2 17:48:36 2006 From: mike at tekniq.org (Michael Shanks) Date: Tue, 2 May 2006 22:48:36 +0100 Subject: [rt-users] queue viewable to everyone Message-ID: <20060502214853.668DD4D8175@diesel.bestpractical.com> Hello I would like to make my queue viewable to everyone so when they type in a URL it displays the queue without them logging in Is this possible? Mike -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.385 / Virus Database: 268.5.1/328 - Release Date: 01/05/2006 -------------- next part -------------- An HTML attachment was scrubbed... URL: From m-liebman at northwestern.edu Tue May 2 18:44:36 2006 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Tue, 02 May 2006 18:44:36 -0400 Subject: [rt-users] queue viewable to everyone In-Reply-To: <20060502214853.668DD4D8175@diesel.bestpractical.com> References: <20060502214853.668DD4D8175@diesel.bestpractical.com> Message-ID: <4457E0D4.3060201@northwestern.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On 5/2/2006 5:48 PM, Michael Shanks wrote: > Hello I would like to make my queue viewable to everyone so when they > type in a URL it displays the queue without them logging in Create a guest user with appropriately restrictive permissions. You can then send the username and password in the URL as parameters. For example, http://rt3.fsck.com//?user=guest&pass=guest 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" -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.3 (MingW32) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFEV+DU6UheVG5j+1cRAnd6AKDDQl2X/ieUaBMF9Yt9Zo273MtZdQCgiPl4 4VfDkKZD/sSTL/51Ez4qY5I= =Iz7Q -----END PGP SIGNATURE----- From bradp at newmediagateway.com Tue May 2 19:12:29 2006 From: bradp at newmediagateway.com (Brad Pinkston) Date: Tue, 2 May 2006 18:12:29 -0500 Subject: [rt-users] Priority Check Condition Message-ID: I am setting the Priority of a ticket through an email header using this code as an example... http://lists.bestpractical.com/pipermail/rt-users/2005-November/035291.h tml I would like to run a scrip after this priority is set and then send an email to a pager is the priority is 4 or higher. I am sending this to the pager using... http://search.cpan.org/~ruz/RT-Action-NotifyGroup-0.02/lib/RT/Action/Not ifyGroup.pm The action to send to the pager works. But I can't get the scrip to do anything based on the priority. Has anyone tried anything like this? Brad Pinkston Senior Systems Administrator New Media Gateway O: 214.206.3485 M: 469.682.6487 F: 303.496.2712 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image002.jpg Type: image/jpeg Size: 1711 bytes Desc: image002.jpg URL: From rfh at pipex.net Wed May 3 05:44:53 2006 From: rfh at pipex.net (Roy El-Hames) Date: Wed, 03 May 2006 10:44:53 +0100 Subject: [rt-users] rt-3 cluster mysql backend Message-ID: <44587B95.5070700@pipex.net> I am looking to migrate the backend (mysql) to a clustered platform and was planning on using mysql 5.1. However rt-3.6 need Innodb and the cluster needs ndbcluster ... have anyone had a work around for this .. or possibly more general have anyone implemented a mysql clustered backend .. On google I came across :http://forums.mysql.com/read.php?25,32782,32812#msg-32812 ..but unless I am missing something the innodb tables would n't be replicated in the suggested solution ..Any help will be greatly appreciated.. the system will be rt-3.6 / dbix 1.43 /mysql 5.1 /gentoo / apache2 /mod_perl2 Roy From Joerg.Ungermann at web.de Wed May 3 06:38:57 2006 From: Joerg.Ungermann at web.de (=?iso-8859-15?Q?J=F6rg_Ungermann?=) Date: Wed, 03 May 2006 12:38:57 +0200 Subject: [rt-users] RT Path layout on Debian Sarge Message-ID: <63018744@web.de> In order to make upgrade the configure script needs to be run. In Debian the files are placed using a special layout of paths (/etc; usr/bin etc.). I did not identify it in config.layout Is there a special layout file for Debian or does anyone have a script that does the right configuration? Thanks JU _______________________________________________________________ SMS schreiben mit WEB.DE FreeMail - einfach, schnell und kostenguenstig. Jetzt gleich testen! http://f.web.de/?mc=021192 From rt-users at richardharman.com Wed May 3 06:48:08 2006 From: rt-users at richardharman.com (Richard Harman) Date: Wed, 03 May 2006 06:48:08 -0400 Subject: [rt-users] Sendmail: using virtusertable/procmail to remove dependency on maintaining /etc/aliases Message-ID: <44588A68.8080609@richardharman.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Good morning folks, I recently started using RT at my office to keep track of my sysadmin tasks, and found it a wonderful tool. I'm a stickler for what I know, and still use sendmail everwhere :) I've documented up my method in sendmail of removing the requirement of keeping /etc/aliases up to date, by using the virtusertable map, and procmail. It's available on the wiki at http://wiki.bestpractical.com/index.cgi?SendmailWithoutQueueAliases It allows you to create queues, and not touch /etc/aliases. It also allows you to mail queuename+action-action at rt.yourdomain.com, aslong as you enable UnsafeEmailCommands. Comments, thoughts, flames, etc are appreciated :) -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.6 (GNU/Linux) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFEWIpo3rKdb192Vz8RAopQAJ9seCMze0whMhKPA1Zyajzx83Ix+wCgsRlB kaAh+ZlD4PZfxiKEjD+UuaM= =pIOe -----END PGP SIGNATURE----- From rainer at ultra-secure.de Wed May 3 08:44:57 2006 From: rainer at ultra-secure.de (Rainer Duffner) Date: Wed, 03 May 2006 14:44:57 +0200 Subject: [rt-users] rt-3 cluster mysql backend In-Reply-To: <44587B95.5070700@pipex.net> References: <44587B95.5070700@pipex.net> Message-ID: <4458A5C9.50202@ultra-secure.de> Roy El-Hames wrote: > I am looking to migrate the backend (mysql) to a clustered platform > and was planning on using mysql 5.1. > However rt-3.6 need Innodb and the cluster needs ndbcluster ... have > anyone had a work around for this .. or possibly more general have > anyone implemented a mysql clustered backend .. > On google I came across > :http://forums.mysql.com/read.php?25,32782,32812#msg-32812 ..but > unless I am missing something the innodb tables would n't be > replicated in the suggested solution ..Any help will be greatly > appreciated.. > the system will be rt-3.6 / dbix 1.43 /mysql 5.1 /gentoo / apache2 > /mod_perl2 > Roy Last time I looked, NDBcluster still required to be able to fit the complete DB into RAM (apart from the other problems). How large is your database? Also, ISTR Jesse saying that the DB is not really the bottleneck any more (in most cases) - years after years of optimizations have left their traces... What are your requirements regarding the availability? cheers, Rainer From rfh at pipex.net Wed May 3 09:11:15 2006 From: rfh at pipex.net (Roy El-Hames) Date: Wed, 03 May 2006 14:11:15 +0100 Subject: [rt-users] rt-3 cluster mysql backend In-Reply-To: <4458A5C9.50202@ultra-secure.de> References: <44587B95.5070700@pipex.net> <4458A5C9.50202@ultra-secure.de> Message-ID: <4458ABF3.1040401@pipex.net> Rainer Duffner wrote: > Roy El-Hames wrote: > >> I am looking to migrate the backend (mysql) to a clustered platform >> and was planning on using mysql 5.1. >> However rt-3.6 need Innodb and the cluster needs ndbcluster ... have >> anyone had a work around for this .. or possibly more general have >> anyone implemented a mysql clustered backend .. >> On google I came across >> :http://forums.mysql.com/read.php?25,32782,32812#msg-32812 ..but >> unless I am missing something the innodb tables would n't be >> replicated in the suggested solution ..Any help will be greatly >> appreciated.. >> the system will be rt-3.6 / dbix 1.43 /mysql 5.1 /gentoo / apache2 >> /mod_perl2 >> Roy > > > > Last time I looked, NDBcluster still required to be able to fit the > complete DB into RAM (apart from the other problems). > How large is your database? The db is around 18G and Growing .. (average 1200 tickets a day) .. as far as I know NDBcluster require just the indexes in memory ..I might be wrong. > Also, ISTR Jesse saying that the DB is not really the bottleneck any > more (in most cases) - years after years of optimizations have left > their traces... > > What are your requirements regarding the availability? Its not really a question of availability as much as performance .. in my case the bottleneck is the db .. (the db server is dual cpu 2.8G and 6G memory) .. the web server is very much similar spec and the performance graphs showing no signs of stress , where the db server is in most cases at peak (cpu and memory) .. I have applied every patch Jesse have recomended and to be fair there isn't a single query that I can blame .. What do you recommend ? Roy From rainer at ultra-secure.de Wed May 3 10:02:24 2006 From: rainer at ultra-secure.de (Rainer Duffner) Date: Wed, 03 May 2006 16:02:24 +0200 Subject: [rt-users] rt-3 cluster mysql backend In-Reply-To: <4458ABF3.1040401@pipex.net> References: <44587B95.5070700@pipex.net> <4458A5C9.50202@ultra-secure.de> <4458ABF3.1040401@pipex.net> Message-ID: <4458B7F0.8070003@ultra-secure.de> Roy El-Hames wrote: > Rainer Duffner wrote: > >> Roy El-Hames wrote: >> >>> I am looking to migrate the backend (mysql) to a clustered platform >>> and was planning on using mysql 5.1. >>> However rt-3.6 need Innodb and the cluster needs ndbcluster ... have >>> anyone had a work around for this .. or possibly more general have >>> anyone implemented a mysql clustered backend .. >>> On google I came across >>> :http://forums.mysql.com/read.php?25,32782,32812#msg-32812 ..but >>> unless I am missing something the innodb tables would n't be >>> replicated in the suggested solution ..Any help will be greatly >>> appreciated.. >>> the system will be rt-3.6 / dbix 1.43 /mysql 5.1 /gentoo / apache2 >>> /mod_perl2 >>> Roy >> >> >> >> Last time I looked, NDBcluster still required to be able to fit the >> complete DB into RAM (apart from the other problems). >> How large is your database? > > The db is around 18G and Growing .. (average 1200 tickets a day) .. as > far as I know NDBcluster require just the indexes in memory ..I might > be wrong. According to: http://www.onlamp.com/pub/a/onlamp/2006/04/20/advanced-mysql-replication.html that is a feature for 5.1 And besides, NDB doesn't seem to support foreign keys, which pretty much rules out its use for RT. >> Also, ISTR Jesse saying that the DB is not really the bottleneck any >> more (in most cases) - years after years of optimizations have left >> their traces... >> >> What are your requirements regarding the availability? > > > Its not really a question of availability as much as performance .. in > my case the bottleneck is the db .. (the db server is dual cpu 2.8G > and 6G memory) .. > the web server is very much similar spec and the performance graphs > showing no signs of stress , where the db server is in most cases at > peak (cpu and memory) .. > I have applied every patch Jesse have recomended and to be fair there > isn't a single query that I can blame .. > What do you recommend ? > My DB is still much smaller (and I use PostgreSQL anyway). IIRC, other people with lots of new tickets usually delete most after some time. cheers, Rainer From jesse at bestpractical.com Wed May 3 10:47:31 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 3 May 2006 10:47:31 -0400 Subject: [rt-users] rt-3 cluster mysql backend In-Reply-To: <4458ABF3.1040401@pipex.net> References: <44587B95.5070700@pipex.net> <4458A5C9.50202@ultra-secure.de> <4458ABF3.1040401@pipex.net> Message-ID: <20060503144731.GN24532@bestpractical.com> > > Its not really a question of availability as much as performance .. in > my case the bottleneck is the db .. (the db server is dual cpu 2.8G and > 6G memory) .. And you've spent time optimizing the my.cnf? FWIW, the problem with ndb_cluster, last time I looked, was transaction support. RT doesn't need innodb. It needs the ability to isolate and roll back transactions. Jesse From mike at tekniq.org Wed May 3 11:54:58 2006 From: mike at tekniq.org (Michael Shanks) Date: Wed, 3 May 2006 16:54:58 +0100 Subject: [rt-users] custom fileds via the command line interface Message-ID: <000901c66ec9$ee527120$0a02a8c0@PCMichael> Is it possible to insert/create/modify custom fields via the command line interface. From jauty at indiana.edu Wed May 3 11:57:50 2006 From: jauty at indiana.edu (Joe Auty) Date: Wed, 3 May 2006 11:57:50 -0400 Subject: [rt-users] custom fileds via the command line interface In-Reply-To: <000901c66ec9$ee527120$0a02a8c0@PCMichael> References: <000901c66ec9$ee527120$0a02a8c0@PCMichael> Message-ID: If you find out, please let me know... I asked the same question not too long ago =) On May 3, 2006, at 11:54 AM, Michael Shanks wrote: > Is it possible to insert/create/modify custom fields via the > command line > interface. > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http:// > bestpractical.com/about/jobs.html ----------- Joe Auty UITS Messaging Indiana University jauty at indiana.edu -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From jauty at indiana.edu Wed May 3 11:58:35 2006 From: jauty at indiana.edu (Joe Auty) Date: Wed, 3 May 2006 11:58:35 -0400 Subject: [rt-users] authentication options In-Reply-To: References: Message-ID: <348F2F9C-E2E4-44E8-B710-D57C5CF31C80@indiana.edu> Let me attempt to be more specific here... The authentication option I'm most interested in is mod_auth_pam. Has anybody gotten this working in RT? On May 2, 2006, at 2:12 PM, Joe Auty wrote: > Hello, > > What authentication methods does RT support other than the built-in > MySQL-based authentication? Is there any documentation pertaining > to these options? > > > > ----------- > Joe Auty > UITS Messaging > Indiana University > jauty at indiana.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 ----------- Joe Auty UITS Messaging Indiana University jauty at indiana.edu -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From dando at email.it Wed May 3 11:56:03 2006 From: dando at email.it (Dando - Email.it) Date: Wed, 03 May 2006 17:56:03 +0200 Subject: [rt-users] Deleting RTFM with RT 3.6.0pre1 and RTFM 2.2.0RC1 In-Reply-To: <1146594473.9188.26.camel@localhost> References: <049101c668a9$bfadfbd0$6a01090a@Basement2> <44577618.7060409@email.it> <20060502171129.GR24532@bestpractical.com> <44579D31.3080409@email.it> <1146594473.9188.26.camel@localhost> Message-ID: <4458D293.1090401@email.it> Alex Vandiver wrote: > On Tue, 2006-05-02 at 19:56 +0200, Dando - Email.it wrote: > >>Tried with an already existing RTFM 2.04 upgrade to 2.2rc2 and with a clean RTFM >>2.2rc2 install, same thing. > > > I can't replicate this with RT 3.5-HEAD, and RTFM 2.2-HEAD, on mysql or > Postgres. Can you replicate it on a clean install? > - Alex > Using RTFM 2.2-HEAD it works. I don't know were's the problem with 2.2rc2 (we already patched RTFM2.2rc2 for the "HotList" field problem). Thank for your support. Ciao Dando From jesse at bestpractical.com Wed May 3 12:13:48 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 3 May 2006 12:13:48 -0400 Subject: [rt-users] custom fileds via the command line interface In-Reply-To: <000901c66ec9$ee527120$0a02a8c0@PCMichael> References: <000901c66ec9$ee527120$0a02a8c0@PCMichael> Message-ID: <20060503161347.GU24532@bestpractical.com> On Wed, May 03, 2006 at 04:54:58PM +0100, Michael Shanks wrote: > Is it possible to insert/create/modify custom fields via the command line > interface. > Yes, as of RT 3.6preX. From mike at tekniq.org Wed May 3 12:31:58 2006 From: mike at tekniq.org (Michael Shanks) Date: Wed, 3 May 2006 17:31:58 +0100 Subject: [rt-users] custom fileds via the command line interface In-Reply-To: <20060503161347.GU24532@bestpractical.com> Message-ID: <000201c66ecf$193f43e0$0a02a8c0@PCMichael> Is this stable for use yet? If not how long until it is part of the release branch? -- Best Regards, Michael Shanks Technical Director Ultraspeed d: +44 20 7183 0750 m: +44 7973 480 358 w: http://www.ultraspeed.co.uk -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Wednesday, May 03, 2006 5:14 PM To: Michael Shanks Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] custom fileds via the command line interface On Wed, May 03, 2006 at 04:54:58PM +0100, Michael Shanks wrote: > Is it possible to insert/create/modify custom fields via the command line > interface. > Yes, as of RT 3.6preX. From jesse at bestpractical.com Wed May 3 12:40:41 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 3 May 2006 12:40:41 -0400 Subject: [rt-users] rt-3 cluster mysql backend In-Reply-To: <1146673079.5561.18.camel@moola.futuresource.com> References: <44587B95.5070700@pipex.net> <4458A5C9.50202@ultra-secure.de> <4458ABF3.1040401@pipex.net> <20060503144731.GN24532@bestpractical.com> <1146673079.5561.18.camel@moola.futuresource.com> Message-ID: <20060503164041.GX24532@bestpractical.com> > Is there any chance that RT will ever have active/archived tables > or databases instead of growing the active ones boundlessly? There's a chance of anything if we see good patches and/or big fat sacks of cash. Jesse > It > would be nice if you still had an option to search old and likely > irrelevant tickets and users but they weren't included automatically > in every operation. > > -- > Les Mikesell > les at futuresource.com -- From iqbala-rt-users at qwestip.net Wed May 3 13:46:40 2006 From: iqbala-rt-users at qwestip.net (Asif Iqbal) Date: Wed, 3 May 2006 13:46:40 -0400 Subject: [rt-users] User abusing the mysql Message-ID: <20060503174640.GA22009@qwestip.net> Hi Is there way to find out which user abusing mysql? Once in a while I have user who runs a query which causes the mysql to take over about 45% of cpu and at the same time slow down mysql queries for the rest. I am using RT 3.4.6 + Perl 5.8.6 + MySQL 4.0.24 on Solaris 10 + V20z (4G / 2 1.8Ghz AMD Opteron) I think all the tables are InnoDB type Here is the innodb part of my conf file innodb_data_home_dir = /export/home/ibdata innodb_data_file_path = ibdata1:2000M;ibdata2:50M:autoextend innodb_log_group_home_dir = /export/home/ibdata innodb_log_arch_dir = /export/home/ibdata innodb_log_files_in_group = 2 innodb_buffer_pool_size = 1G innodb_additional_mem_pool_size = 20M innodb_log_file_size = 250M innodb_log_buffer_size = 8M innodb_flush_log_at_trx_commit = 1 innodb_lock_wait_timeout = 50 -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu "..there are two kinds of people: those who work and those who take the credit...try to be in the first group;...less competition there." - Indira Gandhi From jboris at adphila.org Wed May 3 13:48:23 2006 From: jboris at adphila.org (John Boris) Date: Wed, 03 May 2006 13:48:23 -0400 Subject: [rt-users] Which HTML::Format needed from CPAN for RTFM Message-ID: I am trying to install RTFM on Fedora Core 4 the instructions say to: perl -MCPAN -e'install HTML::Format' When I do that it replies it can't find it and to try i /HTML::Format/ When I do that I get 14 responses cpan> i /HTML::Format/ Module HTML::FormatData (E/EF/EFOLLEY/HTML-FormatData-0.10.tar.gz) Module HTML::FormatNroff (F/FJ/FJH/FormatNroff-0.11.tar.gz) Module HTML::FormatNroffSub (F/FJ/FJH/FormatNroff-0.11.tar.gz) Module HTML::FormatPS (S/SB/SBURKE/HTML-Format-2.04.tar.gz) Module HTML::FormatRTF (S/SB/SBURKE/HTML-Format-2.04.tar.gz) Module HTML::FormatTable (F/FJ/FJH/FormatNroff-0.11.tar.gz) Module HTML::FormatTableCell (F/FJ/FJH/FormatNroff-0.11.tar.gz) Module HTML::FormatTableCellNroff (F/FJ/FJH/FormatNroff-0.11.tar.gz) Module HTML::FormatTableNroff (F/FJ/FJH/FormatNroff-0.11.tar.gz) Module HTML::FormatTableRow (F/FJ/FJH/FormatNroff-0.11.tar.gz) Module HTML::FormatTableRowNroff (F/FJ/FJH/FormatNroff-0.11.tar.gz) Module HTML::FormatText (S/SB/SBURKE/HTML-Format-2.04.tar.gz) Module HTML::FormatText::WithLinks (S/ST/STRUAN/HTML-FormatText-WithLinks-0.06.tar.gz) Module HTML::Formatter (S/SB/SBURKE/HTML-Format-2.04.tar.gz) 14 items found Which one is needed or all they all needed? John J. Boris, Sr. JEN-A-SyS Administrator Archdiocese of Philadelphia 222 North 17th Street Philadelphia, Pa. 19103 Tel: 215-965-1714 Fax: 215-587-3525 "Remember! That light at the end of the tunnel Just might be the headlight of an oncoming train!" From jesse at bestpractical.com Wed May 3 13:50:59 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 3 May 2006 13:50:59 -0400 Subject: [rt-users] Which HTML::Format needed from CPAN for RTFM In-Reply-To: References: Message-ID: <20060503175059.GZ24532@bestpractical.com> On Wed, May 03, 2006 at 01:48:23PM -0400, John Boris wrote: > I am trying to install RTFM on Fedora Core 4 the instructions say to: > > perl -MCPAN -e'install HTML::Format' > Module HTML::Formatter (S/SB/SBURKE/HTML-Format-2.04.tar.gz) But try the latest RTFM 2.2 Release Candidate instead. From TSumner at tmwsystems.com Wed May 3 13:59:37 2006 From: TSumner at tmwsystems.com (Sumner, Todd) Date: Wed, 3 May 2006 13:59:37 -0400 Subject: [rt-users] How to send "notify on resolve" message to a specific non CC or AdminCC address Message-ID: We currently are using a simple template/script to "Notify requestor, CC and Admincc on resolve" which sends a summary listing of a request's activity and states that it is resolved. How can I configure a script to send a copy of this "Notify on resolve" type message (or add to the original distribution of the message above) to a specific email address that is not a CC or AdminCC, or associated with the request in any way. Basically I'd like to have a particular static email address receive a copy of all resolved notifications, but not receive any create, comment, etc. messages. Thanks, Todd -------------- next part -------------- An HTML attachment was scrubbed... URL: From jhammerman at mobitv.com Wed May 3 14:00:28 2006 From: jhammerman at mobitv.com (Joe Hammerman) Date: Wed, 3 May 2006 11:00:28 -0700 Subject: [rt-users] Active Directory authentication Message-ID: <0F3FF650791EEF4E9F8E4330F6F091D1562D26@EXCHANGE01.mobitv.corp> Hello RT-users list. I've got a request from my manager to integrate RT's authentication mechanism (which I believe is handled within the RT database) with our Active Directory server. Is this at all possible/advisable? Has anyone heard of a user accomplishing such a thing before? Thanks for your help! -------------- next part -------------- An HTML attachment was scrubbed... URL: From lists at akphs.com Wed May 3 14:17:36 2006 From: lists at akphs.com (Phil Smith III) Date: Wed, 3 May 2006 14:17:36 -0400 Subject: [rt-users] User autocreation Message-ID: <00da01c66edd$db472b20$6a01090a@Basement2> We don't think we dare enable auto-user creation due to spam issues. But the usual flow is like this: 1) User emails support at ourdomain with an issue. 2) One of us creates an RT ticket, then replies, CCing RT, putting the [ourdomain #nnn] in the Subject. 3) Occasionally a customer is well-behaved enough to do a REPLY ALL, but that fails to update RT because the user isn't in RT. Is there an easy way (presumably a scrip) to say "Any user that's ever been on a TO or CC list gets auto-added as an unprivileged user"? From steve.glines at oasis-open.org Wed May 3 14:30:12 2006 From: steve.glines at oasis-open.org (Steve Glines) Date: Wed, 03 May 2006 14:30:12 -0400 Subject: [rt-users] Strange problem Message-ID: <4458F6B4.5080609@oasis-open.org> I inherited a very old (2.00) version of RT. I had to upgrade perl for other reasons and RT works just fine ... except rt-mailgate. rt-mailgate just hangs. I'm no perl guru so I don't really want to poke and prod but any ideas are welcome including how to upgrade. Cheers -- Steve Glines Cell phone: 617-549-7274 IM: steveglines -------------- next part -------------- A non-text attachment was scrubbed... Name: steve.glines.vcf Type: text/x-vcard Size: 152 bytes Desc: not available URL: From sturner at MIT.EDU Wed May 3 14:56:37 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 03 May 2006 14:56:37 -0400 Subject: [rt-users] User autocreation In-Reply-To: <00da01c66edd$db472b20$6a01090a@Basement2> References: <00da01c66edd$db472b20$6a01090a@Basement2> Message-ID: <6.2.3.4.2.20060503145031.03471e78@po14.mit.edu> At Wednesday 5/3/2006 02:17 PM, Phil Smith III wrote: >We don't think we dare enable auto-user creation due to spam issues. > >But the usual flow is like this: > >1) User emails support at ourdomain with an issue. >2) One of us creates an RT ticket, then replies, CCing RT, putting >the [ourdomain #nnn] in the Subject. >3) Occasionally a customer is well-behaved enough to do a REPLY ALL, >but that fails to update RT because the user isn't in RT. > >Is there an easy way (presumably a scrip) to say "Any user that's >ever been on a TO or CC list gets auto-added as an unprivileged user"? I can't think of one - this info is hidden away in transactions and it would seem costly to trawl through all transactions each time a reply came in. The whole flow described seems prone to mistakes - for example, I'll guess people occasionally make typos when putting [ourdomain #nnn] in the Subject. The issue of customers doing reply or reply all isn't a question of good behavior - why should the customer be expected to know what your workflow is and that you need them to "reply all"? A good spam filter and a more conventional use of RT might work out better - Steve From elg at bu.edu Wed May 3 14:47:59 2006 From: elg at bu.edu (Gauthier, Eric L) Date: Wed, 3 May 2006 14:47:59 -0400 Subject: [rt-users] User autocreation Message-ID: <56D476CC1C49B94B841267A5FB22D531435E74@OIT-EX.ad.bu.edu> Phil, We're really new to RT and encountered a different but similar problem of email mapping. Though this probably won't solve your problem, it might give you a hint on where to go. What we wanted for inbound email was the following logic: 1) If the email is from an account in our domain (i.e. X at bu.edu), then set the requestor to X (i.e. elg instead of elg at bu.edu) and create the account if necessary. 2) If the email comes from somewhere else but the email address is known to the system (i.e. someone updated their profile), set the requestor to that account. 3) For all other mail, set the requestor to a fixed account. In our case, the account is called "external_user". We're still checking to see if/how we could do this with a Scrip but, in the mean time, we created our own mail authentication module to handle the logic. We created a new file in "rt/lib/RT/Interface/Email/Auth" called "BUMailFrom.pm" which is a copy of the MailFrom.pm authentication file and added a line to RT_SiteConfig.pm with: @RT::MailPlugins = ( "Auth::BUMailFrom" ); The differences between BUMailFrom.pm and MailFrom.pm are: $ diff BUMailFrom.pm MailFrom.pm 46c46 < package RT::Interface::Email::Auth::BUMailFrom; --- > package RT::Interface::Email::Auth::MailFrom; 48a49,50 > # This is what the ordinary, non-enhanced gateway does at the moment. > 60d61 < 63,76c64 < my $username; < < if ( $Address =~ m/.*\@bu.edu$/i ) { < $username = $Address; < $username =~ s/\@bu.edu$//; < if ( $Name == $Address ) { < $name = $username; < } < $CurrentUser->LoadByName($username); < } < < unless ( $CurrentUser->Id ) { < $CurrentUser->LoadByEmail($Address); < } --- > $CurrentUser->LoadByEmail($Address); 82,87d69 < unless ( $CurrentUser->Id ) { < if ( !( $Address =~ m/.*\@bu.edu$/i )) { < $CurrentUser->LoadByName("external_user"); < } < } < 90a73 > 97c80 < $RT::Logger->crit( "Auth::BUMailFrom couldn't find the 'Unprivileged' internal group" ); --- > $RT::Logger->crit( "Auth::MailFrom couldn't find the 'Unprivileged' internal group" ); 104c87 < $RT::Logger->crit( "Auth::BUMailFrom couldn't find the 'Everyone' internal group"); --- > $RT::Logger->crit( "Auth::MailFrom couldn't find the 'Everyone' internal group"); 189,194c172 < if ( $Address =~ m/.*\@bu.edu$/i ) { < $CurrentUser = CreateUser( $username, $Address, $Name, $Address, $args{'Message'} ); < } < else { < $CurrentUser = CreateUser( undef, $Address, $Name, $Address, $args{'Message'} ); < } --- > $CurrentUser = CreateUser( undef, $Address, $Name, $Address, $args{'Message'} ); This seems to work in our testbed but, as we haven't put the system into production yet, I can't yet tell you if there are any oddities. Eric Gauthier Network Engineer 617-353-8218 ~^~ elg at nsegc.bu.edu Boston University - Office of IT -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Phil Smith III Sent: Wednesday, May 03, 2006 2:18 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] User autocreation We don't think we dare enable auto-user creation due to spam issues. But the usual flow is like this: 1) User emails support at ourdomain with an issue. 2) One of us creates an RT ticket, then replies, CCing RT, putting the [ourdomain #nnn] in the Subject. 3) Occasionally a customer is well-behaved enough to do a REPLY ALL, but that fails to update RT because the user isn't in RT. Is there an easy way (presumably a scrip) to say "Any user that's ever been on a TO or CC list gets auto-added as an unprivileged user"? _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly 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 lists at akphs.com Wed May 3 15:44:56 2006 From: lists at akphs.com (Phil Smith III) Date: Wed, 3 May 2006 15:44:56 -0400 Subject: [rt-users] User autocreation In-Reply-To: <6.2.3.4.2.20060503145031.03471e78@po14.mit.edu> Message-ID: <011201c66eea$0e540db0$6a01090a@Basement2> Well...ok. I'm not clear on a few things: - How do typos in the Subject: affect this? Typos mean extra tickets if it doesn't recognize the "magic string"; what else will they affect? - I was being semi-facetious about "well-behaved", but your point is well taken. I guess I could just remember to forward every note they send me back to RT, but that's also error-prone. - What do you mean by "a more conventional use of RT"? ...phsiii -----Original Message----- From: Stephen Turner [mailto:sturner at MIT.EDU] Sent: Wednesday, May 03, 2006 2:57 PM To: Phil Smith III; rt-users at lists.bestpractical.com Subject: Re: [rt-users] User autocreation At Wednesday 5/3/2006 02:17 PM, Phil Smith III wrote: >We don't think we dare enable auto-user creation due to spam issues. > >But the usual flow is like this: > >1) User emails support at ourdomain with an issue. >2) One of us creates an RT ticket, then replies, CCing RT, putting >the [ourdomain #nnn] in the Subject. >3) Occasionally a customer is well-behaved enough to do a REPLY ALL, >but that fails to update RT because the user isn't in RT. > >Is there an easy way (presumably a scrip) to say "Any user that's >ever been on a TO or CC list gets auto-added as an unprivileged user"? I can't think of one - this info is hidden away in transactions and it would seem costly to trawl through all transactions each time a reply came in. The whole flow described seems prone to mistakes - for example, I'll guess people occasionally make typos when putting [ourdomain #nnn] in the Subject. The issue of customers doing reply or reply all isn't a question of good behavior - why should the customer be expected to know what your workflow is and that you need them to "reply all"? A good spam filter and a more conventional use of RT might work out better - Steve From sturner at MIT.EDU Wed May 3 16:11:16 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 03 May 2006 16:11:16 -0400 Subject: [rt-users] User autocreation In-Reply-To: <011201c66eea$0e540db0$6a01090a@Basement2> References: <6.2.3.4.2.20060503145031.03471e78@po14.mit.edu> <011201c66eea$0e540db0$6a01090a@Basement2> Message-ID: <6.2.3.4.2.20060503155707.03471580@po14.mit.edu> At Wednesday 5/3/2006 03:44 PM, Phil Smith III wrote: >Well...ok. I'm not clear on a few things: > >- How do typos in the Subject: affect this? Typos mean extra >tickets if it doesn't recognize the "magic string"; what else will they affect? I just meant what you describe - typos will mean that replies don't get appended to the correct ticket, they will generate new tickets. >- I was being semi-facetious about "well-behaved", but your point is >well taken. I guess I could just remember to forward every note >they send me back to RT, but that's also error-prone. > >- What do you mean by "a more conventional use of RT"? Hello Phil, I was thinking that the support at ourdomain address would be a feed into RT and that autocreation would be turned on (assuming you solve the spam problem outside of RT). The scrips would take care of notifying your staff and directing mail to the customer. Then, any reply would automatically come back to RT and be added to the right ticket. It sounds like you're using your email list as the primary means of communication, and that RT is just a back-end archive. Trouble is, it's impossible to ensure that all the email correspondence gets into RT attached to the right ticket. I'm even wondering if using RT is overkill in this situation - perhaps an archive of mail sent to your email list would work as well? Steve From jhammerman at mobitv.com Wed May 3 17:04:25 2006 From: jhammerman at mobitv.com (Joe Hammerman) Date: Wed, 3 May 2006 14:04:25 -0700 Subject: [rt-users] Apologies Message-ID: <0F3FF650791EEF4E9F8E4330F6F091D1562ECA@EXCHANGE01.mobitv.corp> Found the contribution relating to my request. Thanks list! -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Wed May 3 17:06:36 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 4 May 2006 01:06:36 +0400 Subject: [rt-users] User autocreation In-Reply-To: <00da01c66edd$db472b20$6a01090a@Basement2> References: <00da01c66edd$db472b20$6a01090a@Basement2> Message-ID: <589c94400605031406q6592ad85k49e198f10ee38ed3@mail.gmail.com> I agree with Stephen, but if you're going to use current scheme then: * you staff should fill requestor field with customer's email and RT would autocreate user * look into ParseTicketForCc option in the config, but I don't remember if it works replis/comments * this discussion a bit of off-topic for rt-devel@ On 5/3/06, Phil Smith III wrote: > We don't think we dare enable auto-user creation due to spam issues. > > But the usual flow is like this: > > 1) User emails support at ourdomain with an issue. > 2) One of us creates an RT ticket, then replies, CCing RT, putting the [ourdomain #nnn] in the Subject. > 3) Occasionally a customer is well-behaved enough to do a REPLY ALL, but that fails to update RT because the user isn't in RT. > > Is there an easy way (presumably a scrip) to say "Any user that's ever been on a TO or CC list gets auto-added as an unprivileged user"? > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 klusk at brit.com Wed May 3 17:15:18 2006 From: klusk at brit.com (Kristopher Lusk) Date: Wed, 3 May 2006 16:15:18 -0500 Subject: [rt-users] Home Page Queries In-Reply-To: <20060502205412.0E2A9A3AE5@mail.brit.com> Message-ID: <20060503211515.9060DA3AE5@mail.brit.com> Hello again, So. Is that a no? Or has this been asked before and I just need to look deeper into the archives? Oh by the way, my version number is 3.2.2. Someone else mentioned that if I had version 3.5 or above, this would be an easy task. Unfortunately, I don't. Please Advise, Kris _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kristopher Lusk Sent: Tuesday, May 02, 2006 3:54 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Home Page Queries Hello List, Is it possible to show multiple "user queries" on the home page? For instance, in addition to the "20 Highest Priority Tickets I Own", I want to show the: - "20 Longest Ignored Tickets I Own" (determined by the amount of time they have gone without any updates), and the - "20 Oldest Tickets I Own" (determined by their date created) Would this be something that could be done? If so, would you please tell me how? In very specific laymen's terms please. :-) Thanks, Kris -------------- next part -------------- An HTML attachment was scrubbed... URL: From mnichols at wayport.net Wed May 3 17:24:45 2006 From: mnichols at wayport.net (Matt Nichols) Date: Wed, 3 May 2006 16:24:45 -0500 Subject: [rt-users] Active Directory authentication Message-ID: <52AD365BD79BA048B359E3F4411D45150DAA9A2F@exchange01.wayad.corp.wayport.net> Joe, I'm doing lookups and authentication against a windows 2003 AD server using Jim Meyer's LDAP overlay: http://wiki.bestpractical.com/index.cgi?LDAP -Matt ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Joe Hammerman Sent: Wednesday, May 03, 2006 1:00 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Active Directory authentication Hello RT-users list. I've got a request from my manager to integrate RT's authentication mechanism (which I believe is handled within the RT database) with our Active Directory server. Is this at all possible/advisable? Has anyone heard of a user accomplishing such a thing before? Thanks for your help! -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Wed May 3 17:40:36 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 4 May 2006 01:40:36 +0400 Subject: [rt-users] Home Page Queries In-Reply-To: <20060503211515.9060DA3AE5@mail.brit.com> References: <20060502205412.0E2A9A3AE5@mail.brit.com> <20060503211515.9060DA3AE5@mail.brit.com> Message-ID: <589c94400605031440o77941a52i9863d73d3c4fc0e6@mail.gmail.com> This was answered many times. On 5/4/06, Kristopher Lusk wrote: > > > > Hello again, > > > > So? Is that a no? Or has this been asked before and I just need to look > deeper into the archives? Oh by the way, my version number is 3.2.2. > Someone else mentioned that if I had version 3.5 or above, this would be an > easy task. Unfortunately, I don't. > > > > Please Advise, > > Kris > > > > ________________________________ > > > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Kristopher Lusk > Sent: Tuesday, May 02, 2006 3:54 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Home Page Queries > > > > > Hello List, > > > > Is it possible to show multiple "user queries" on the home page? For > instance, in addition to the "20 Highest Priority Tickets I Own", I want to > show the: > > - "20 Longest Ignored Tickets I Own" (determined by the amount of > time they have gone without any updates), and the > > - "20 Oldest Tickets I Own" (determined by their date created) > > > > Would this be something that could be done? If so, would you please tell me > how? In very specific laymen's terms please? J > > > > Thanks, > > Kris > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 fpater at dca.net Wed May 3 17:28:35 2006 From: fpater at dca.net (Frank Pater) Date: Wed, 3 May 2006 17:28:35 -0400 Subject: [rt-users] Home Page Queries In-Reply-To: <20060503211515.9060DA3AE5@mail.brit.com> References: <20060502205412.0E2A9A3AE5@mail.brit.com> <20060503211515.9060DA3AE5@mail.brit.com> Message-ID: <20060503212835.GC23649@staff.dca.net> Hello, Have you seen http://wiki.bestpractical.com/index.cgi?HomePageSavedSearches ? While I haven't attempted to make any of these modifications myself (we're waiting for 3.6), it seems like this is what you're looking for, no? Sincerely, Frank Pater DCANet http://www.dca.net voice: 888-4-DCANET (888-432-2638) fax: 302-426-6386 On Wed, May 03, 2006 at 04:15:18PM -0500, Kristopher Lusk wrote: > Hello again, > > > > So... Is that a no? Or has this been asked before and I just need to look > deeper into the archives? Oh by the way, my version number is 3.2.2. > Someone else mentioned that if I had version 3.5 or above, this would be > an easy task. Unfortunately, I don't. > > > > Please Advise, > > Kris > > > > -------------------------------------------------------------------------- > > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kristopher > Lusk > Sent: Tuesday, May 02, 2006 3:54 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Home Page Queries > > > > Hello List, > > > > Is it possible to show multiple "user queries" on the home page? For > instance, in addition to the "20 Highest Priority Tickets I Own", I want > to show the: > > - "20 Longest Ignored Tickets I Own" (determined by the amount of > time they have gone without any updates), and the > > - "20 Oldest Tickets I Own" (determined by their date created) > > > > Would this be something that could be done? If so, would you please tell > me how? In very specific laymen's terms please... J > > > > Thanks, > > Kris > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From ted at serreyn.com Wed May 3 18:26:51 2006 From: ted at serreyn.com (Ted Serreyn) Date: Wed, 3 May 2006 17:26:51 -0500 Subject: [rt-users] Active Directory authentication In-Reply-To: <0F3FF650791EEF4E9F8E4330F6F091D1562D26@EXCHANGE01.mobitv.corp> Message-ID: <011801c66f00$ace99470$0e14140a@ad.serreyn.com> Really two options, both of which are handled by configuring external authentication on RT. Mod_auth_ldap, which I couldn't get to work, your milage may vary and Apache2::AuthenMSAD perl module, which was much simplier to install and configure. -- Ted Serreyn Phone: 262-432-0260 Fax: 262-432-0232 Serreyn Network Services, LLC http://www.serreyn.com/ _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Joe Hammerman Sent: Wednesday, May 03, 2006 1:00 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Active Directory authentication Hello RT-users list. I've got a request from my manager to integrate RT's authentication mechanism (which I believe is handled within the RT database) with our Active Directory server. Is this at all possible/advisable? Has anyone heard of a user accomplishing such a thing before? Thanks for your help! -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Wed May 3 20:18:23 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 4 May 2006 04:18:23 +0400 Subject: [rt-users] How to send "notify on resolve" message to a specific non CC or AdminCC address In-Reply-To: References: Message-ID: <589c94400605031718p65639d02j57835e7e200ce2f4@mail.gmail.com> You can use RTx-Action-NotifyGroup from the CPAN or add Cc header to the template (http://wiki.bestpractical.com/?Template). On 5/3/06, Sumner, Todd wrote: > > We currently are using a simple template/script to "Notify requestor, CC and > Admincc on resolve" which sends a summary listing of a request's activity > and states that it is resolved. > > How can I configure a script to send a copy of this "Notify on resolve" type > message (or add to the original distribution of the message above) to a > specific email address that is not a CC or AdminCC, or associated with the > request in any way. > > Basically I'd like to have a particular static email address receive a copy > of all resolved notifications, but not receive any create, comment, etc. > messages. > > Thanks, Todd > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > > -- Best regards, Ruslan. From lists at akphs.com Wed May 3 20:20:33 2006 From: lists at akphs.com (Phil Smith III) Date: Wed, 3 May 2006 20:20:33 -0400 Subject: [rt-users] User autocreation In-Reply-To: <589c94400605031406q6592ad85k49e198f10ee38ed3@mail.gmail.com> Message-ID: <20060504002056.6F9504D823F@diesel.bestpractical.com> Thanks. Re your list point: that's why I posted it on rt-users ;-) -----Original Message----- From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] Sent: Wednesday, May 03, 2006 5:07 PM To: Phil Smith III Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] User autocreation I agree with Stephen, but if you're going to use current scheme then: * you staff should fill requestor field with customer's email and RT would autocreate user * look into ParseTicketForCc option in the config, but I don't remember if it works replis/comments * this discussion a bit of off-topic for rt-devel@ From tomw at bnl.gov Wed May 3 14:01:57 2006 From: tomw at bnl.gov (Tomasz Wlodek) Date: Wed, 3 May 2006 14:01:57 -0400 (EDT) Subject: [rt-users] How to create users using CLI In-Reply-To: <20060503174640.GA22009@qwestip.net> References: <20060503174640.GA22009@qwestip.net> Message-ID: Hi, How do I create new users using command line interface (CLI)? The book says that the command is rt create -t user ... and then I should type options. What exactly is the syntax? Can anyone post an example? I need to create a user and specify (at minumum): userid password email Name a new user should be given right to read all tickets, create tickets. Tomasz Wlodek | tel 631-344-7448 Brookhaven Laboratory, Building 510M | fax 631-344-7616 Upton NY 11973-5000 | From hwagener at hamburg.fcb.com Thu May 4 04:56:27 2006 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Thu, 4 May 2006 10:56:27 +0200 Subject: [rt-users] User abusing the mysql In-Reply-To: <20060503174640.GA22009@qwestip.net> References: <20060503174640.GA22009@qwestip.net> Message-ID: Am 03.05.2006 um 19:46 schrieb Asif Iqbal: > Hi > > Is there way to find out which user abusing mysql? Once in a while I > have user who runs a query which causes the mysql to take over about > 45% of cpu and at the same time slow down mysql queries for the rest. You can enable logging of slow queries and use mytop. Regards, Harald -- harald wagener technischer leiter fcb wilkens an der alster 42 20099 hamburg germany t. +49 (0)40 2881-1252 f. +49 (0)40 2881-1217 m. +49 (0)172 4030-964 hwagener at hamburg.fcb.com http://www.footeconebelding.de From ClancyIan at cel.ie Thu May 4 06:50:26 2006 From: ClancyIan at cel.ie (Ian Clancy) Date: Thu, 04 May 2006 11:50:26 +0100 Subject: [rt-users] Specifying what queues can be seen on the "RT at a glace" page on a per user basis Message-ID: <4459DC72.9010305@cel.ie> Hi List. I'm using RT 3.6.0pre1 on RHEL4. We use the system to manage requests for IT support in the company. I've created 2 IT Support queues, one for each of our sites. When personnel log into RT at the "RT at a glance" they see tickets from both queues. What i would like is that when support personnel from site A login they would only see tickets from Queue A, personnel from Site B would see site B tickets etc.. Is there a per user preference that i can change to aquire this behaviour or maybe something in permissions i can change ?. Thanks -- Ian Clancy IT Co-ordinator Connaught Electronics Ltd. Dunmore Rd, Tuam, Co. Galway, Ireland. P : ++353 93 23151 F : ++353 93 23110 E : mailto:clancyian at cel.ie W : http://www.cel-europe.com From rt-lists at ieinternet.com Thu May 4 07:48:48 2006 From: rt-lists at ieinternet.com (Ken O'Driscoll) Date: Thu, 04 May 2006 12:48:48 +0100 Subject: [rt-users] Specifying what queues can be seen on the "RT at a glace" page on a per user basis In-Reply-To: <4459DC72.9010305@cel.ie> References: <4459DC72.9010305@cel.ie> Message-ID: <1146743328.2797.12.camel@avon> On Thu, 2006-05-04 at 11:50 +0100, Ian Clancy wrote: [...snip...] > I've created 2 IT Support queues, one for each of our sites. When > personnel log into RT at the "RT at a glance" they see tickets from both > queues. What i would like is that when support personnel from site A > login they would only see tickets from Queue A, personnel from Site B > would see site B tickets etc.. [...snip...] Hi Ian, You can do this with groups. Create two groups (Configuration -> Groups -> New Group) one for site A staff and one for site B staff. Make all users associated with site A members of the site A group etc. Edit the group rights for Queue A and Queue B respectively and only privilege the associated group with SeeQueue, OwnTicket etc. - Ken. -- This email has passed through an IE Internet MailWall gateway and has been screened for known viruses, potential viruses and malicious code. IE Internet.com MailWall (http://ieinternet.com/mailwall/) -- From ClancyIan at cel.ie Thu May 4 09:24:46 2006 From: ClancyIan at cel.ie (Ian Clancy) Date: Thu, 04 May 2006 14:24:46 +0100 Subject: [rt-users] Specifying what queues can be seen on the "RT at a glace" page on a per user basis In-Reply-To: <1146743328.2797.12.camel@avon> References: <4459DC72.9010305@cel.ie> <1146743328.2797.12.camel@avon> Message-ID: <445A009E.8080205@cel.ie> Ken O'Driscoll wrote: >On Thu, 2006-05-04 at 11:50 +0100, Ian Clancy wrote: >[...snip...] > > >>I've created 2 IT Support queues, one for each of our sites. When >>personnel log into RT at the "RT at a glance" they see tickets from both >>queues. What i would like is that when support personnel from site A >>login they would only see tickets from Queue A, personnel from Site B >>would see site B tickets etc.. >> >> >[...snip...] > >Hi Ian, > >You can do this with groups. > >Create two groups (Configuration -> Groups -> New Group) one for site A >staff and one for site B staff. Make all users associated with site A >members of the site A group etc. > >Edit the group rights for Queue A and Queue B respectively and only >privilege the associated group with SeeQueue, OwnTicket etc. > > - Ken. > > > > Thank you Everybody for their suggestions. Creating some groups and changing the appropriate permissions done the trick. I have one small annoyance remaining though. The default queue for "Quick Ticke Create" is the same for both of my groups. Does anyone know of a way i can change the default queue depending on the user or group ? regards, Ian From barnesaw at ucrwcu.rwc.uc.edu Thu May 4 09:26:33 2006 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 04 May 2006 09:26:33 -0400 Subject: [rt-users] Specifying what queues can be seen on the "RT at a glace" page on a per user basis In-Reply-To: <445A009E.8080205@cel.ie> References: <4459DC72.9010305@cel.ie> <1146743328.2797.12.camel@avon> <445A009E.8080205@cel.ie> Message-ID: <445A0109.9010807@ucrwcu.rwc.uc.edu> Have you given everyone a global SeeQueue right? If so, remove it, set the groups to see their own queue and it should display the way you wish. Ian Clancy wrote: > > > > Ken O'Driscoll wrote: > >> On Thu, 2006-05-04 at 11:50 +0100, Ian Clancy wrote: >> [...snip...] >> >> >>> I've created 2 IT Support queues, one for each of our sites. When >>> personnel log into RT at the "RT at a glance" they see tickets from >>> both queues. What i would like is that when support personnel from >>> site A login they would only see tickets from Queue A, personnel >>> from Site B would see site B tickets etc.. >>> >> [...snip...] >> >> Hi Ian, >> >> You can do this with groups. >> >> Create two groups (Configuration -> Groups -> New Group) one for site A >> staff and one for site B staff. Make all users associated with site A >> members of the site A group etc. >> >> Edit the group rights for Queue A and Queue B respectively and only >> privilege the associated group with SeeQueue, OwnTicket etc. >> >> - Ken. >> >> >> >> > > Thank you Everybody for their suggestions. Creating some groups and > changing the appropriate permissions done the trick. I have one small > annoyance remaining though. The default queue for "Quick Ticke Create" > is the same for both of my groups. Does anyone know of a way i can > change the default queue depending on the user or group ? > > regards, > Ian > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 ClancyIan at cel.ie Thu May 4 09:42:11 2006 From: ClancyIan at cel.ie (Ian Clancy) Date: Thu, 04 May 2006 14:42:11 +0100 Subject: [rt-users] Specifying what queues can be seen on the "RT at a glace" page on a per user basis In-Reply-To: <445A0109.9010807@ucrwcu.rwc.uc.edu> References: <4459DC72.9010305@cel.ie> <1146743328.2797.12.camel@avon> <445A009E.8080205@cel.ie> <445A0109.9010807@ucrwcu.rwc.uc.edu> Message-ID: <445A04B3.4020108@cel.ie> Drew, Yes, but i need this permission so that personnel can move a ticket from one queue to the other. I also want personnel to be able to create a ticket on the other queue. This is a requirement. If i remove the SeeQueue permission this is not possible. Thanks, Ian Drew Barnes wrote: > Have you given everyone a global SeeQueue right? If so, remove it, > set the groups to see their own queue and it should display the way > you wish. > > > Ian Clancy wrote: > >> >> >> >> Ken O'Driscoll wrote: >> >>> On Thu, 2006-05-04 at 11:50 +0100, Ian Clancy wrote: >>> [...snip...] >>> >>> >>>> I've created 2 IT Support queues, one for each of our sites. When >>>> personnel log into RT at the "RT at a glance" they see tickets from >>>> both queues. What i would like is that when support personnel from >>>> site A login they would only see tickets from Queue A, personnel >>>> from Site B would see site B tickets etc.. >>>> >>> >>> [...snip...] >>> >>> Hi Ian, >>> >>> You can do this with groups. >>> >>> Create two groups (Configuration -> Groups -> New Group) one for site A >>> staff and one for site B staff. Make all users associated with site A >>> members of the site A group etc. >>> >>> Edit the group rights for Queue A and Queue B respectively and only >>> privilege the associated group with SeeQueue, OwnTicket etc. >>> >>> - Ken. >>> >>> >>> >>> >> >> Thank you Everybody for their suggestions. Creating some groups and >> changing the appropriate permissions done the trick. I have one small >> annoyance remaining though. The default queue for "Quick Ticke >> Create" is the same for both of my groups. Does anyone know of a way >> i can change the default queue depending on the user or group ? >> >> regards, >> Ian >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> We're hiring! Come hack Perl for Best Practical: >> http://bestpractical.com/about/jobs.html > > From vivek at khera.org Thu May 4 10:20:53 2006 From: vivek at khera.org (Vivek Khera) Date: Thu, 4 May 2006 10:20:53 -0400 Subject: [rt-users] Specifying what queues can be seen on the "RT at a glace" page on a per user basis In-Reply-To: <445A04B3.4020108@cel.ie> References: <4459DC72.9010305@cel.ie> <1146743328.2797.12.camel@avon> <445A009E.8080205@cel.ie> <445A0109.9010807@ucrwcu.rwc.uc.edu> <445A04B3.4020108@cel.ie> Message-ID: <622DAC85-D89B-4695-934B-17F697DD73DA@khera.org> On May 4, 2006, at 9:42 AM, Ian Clancy wrote: > Yes, but i need this permission so that personnel can move a ticket > from one queue to the other. I also want personnel to be able to > create a ticket on the other queue. This is a requirement. If i > remove the SeeQueue permission this is not possible. so you have two conflicting requirements. pick one and move on. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2530 bytes Desc: not available URL: From nathalie.gagnon at amisco.com Thu May 4 10:13:19 2006 From: nathalie.gagnon at amisco.com (Nathalie Gagnon) Date: Thu, 4 May 2006 10:13:19 -0400 Subject: [rt-users] URL in the ticket Message-ID: <23954218A637D211AEF90060943F185E018FEAB1@mail.amisco.com> Hi everyone, I'm a new user of RT 3.4.5 on Linux with MySQL. We have Exchange 5.5 on NT4. My question is : What is the way of attaching a clickable link (URL) into a ticket? I don't want to use attachment because the document is fixed in RT and never up-to-date. I have tried to put URL in the body of the ticket, but unable to click on, it is text type; however, the user that receive the Email in Outlook 97 is able to click on. A RT user wrote to me : >It's possible to do this. There are 2 ways I can think of. >1. customise share/html/Ticket/Elements/ShowTransactionAttachments >2. use URI:Find to transform urls into clickable links. but I'd like a detailed solution (Scrip or anything else), because I have not knowledge on Linux and Perl, then the solution will be applied by a third party. Thank's for your help in advance. Nathalie. Nathalie Gagnon Programmeure Les Industries Amisco Ltee L'Islet QC, G0R 2C0 nathalie gagnon at amisco.com From tomw at bnl.gov Thu May 4 10:44:01 2006 From: tomw at bnl.gov (Tomasz Wlodek) Date: Thu, 4 May 2006 10:44:01 -0400 (EDT) Subject: [rt-users] How to create users using CLI? Message-ID: Hi, How do I create new users using command line interface (CLI)? The book says that the command is rt create -t user ... and then I should type options. What exactly is the syntax? Can anyone post an example? I need to create a user and specify (at minumum): userid password email Name a new user should be given right to read all tickets, create tickets. Tomasz Wlodek | tel 631-344-7448 Brookhaven Laboratory, Building 510M | fax 631-344-7616 Upton NY 11973-5000 | From mike at tekniq.org Thu May 4 10:51:33 2006 From: mike at tekniq.org (Michael Shanks) Date: Thu, 4 May 2006 15:51:33 +0100 Subject: [rt-users] create user form in noauth Message-ID: <001c01c66f8a$3c382400$0a02a8c0@PCMichael> Has anyone modified /opt/rt3/share/html/Admin/Users/Modify.html so you can use the create functions in a NoAuth area? (minus the privilaged user part) Mike From ruslan.zakirov at gmail.com Thu May 4 10:53:06 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 4 May 2006 18:53:06 +0400 Subject: [rt-users] rt3-on-pg-to-mysql problem In-Reply-To: <445449E6.7010803@servervault.com> References: <445449E6.7010803@servervault.com> Message-ID: <589c94400605040753s483d8ec3hc0b4279d4c2c2464@mail.gmail.com> As I recall this script was writen for RT-3.0.x, but in recent realeases schema around custom fields was changed. You can check changes in /opt/rt3/etc/upgrade files. On 4/30/06, Mathew Snyder wrote: > I've run into a problem with this script that I'm hoping someone can > help me out with. > > It seems to work fine; connecting to both databases (old and new) and > transferring data. However, when it gets to CustomFields is kicks out > an error that says > DBD::mysql::st execute failed: Unknown column 'queue' in 'field list' at > ./rt3-on-pg-to-mysql line 64. > > 0,12,Profiles,1,Company Profile,2004-05-18 18:46:35,2004-05-18 > 20:37:39,1,SelectMultiple,0,12 at ./rt3-on-pg-to-mysql line 64. > > Company Profile being the custom field. I looked at the information > about the CustomField table but there aren't any columns called "queue." > > Has anyone else run into this problem? > > > -- > Mathew Snyder > Systems Administrator > Network+ > ServerVault TechOps > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From fpater at dca.net Thu May 4 12:54:59 2006 From: fpater at dca.net (Frank Pater) Date: Thu, 4 May 2006 12:54:59 -0400 Subject: [rt-users] Specifying what queues can be seen on the "RT at a glace" page on a per user basis In-Reply-To: <445A04B3.4020108@cel.ie> References: <4459DC72.9010305@cel.ie> <1146743328.2797.12.camel@avon> <445A009E.8080205@cel.ie> <445A0109.9010807@ucrwcu.rwc.uc.edu> <445A04B3.4020108@cel.ie> Message-ID: <20060504165459.GE23649@staff.dca.net> Have you tried this patch: http://wiki.bestpractical.com/index.cgi?SelectDefaultQueue (I have not, but it sounds like what you're looking for)? Sincerely, Frank Pater DCANet http://www.dca.net voice: 888-4-DCANET (888-432-2638) fax: 302-426-6386 On Thu, May 04, 2006 at 02:42:11PM +0100, Ian Clancy wrote: > Drew, > Yes, but i need this permission so that personnel can move a ticket from > one queue to the other. I also want personnel to be able to create a > ticket on the other queue. This is a requirement. If i remove the > SeeQueue permission this is not possible. > Thanks, > Ian > > Drew Barnes wrote: > > >Have you given everyone a global SeeQueue right? If so, remove it, > >set the groups to see their own queue and it should display the way > >you wish. > > > > > >Ian Clancy wrote: > > > >> > >> > >> > >>Ken O'Driscoll wrote: > >> > >>>On Thu, 2006-05-04 at 11:50 +0100, Ian Clancy wrote: > >>>[...snip...] > >>> > >>> > >>>>I've created 2 IT Support queues, one for each of our sites. When > >>>>personnel log into RT at the "RT at a glance" they see tickets from > >>>>both queues. What i would like is that when support personnel from > >>>>site A login they would only see tickets from Queue A, personnel > >>>>from Site B would see site B tickets etc.. > >>>> > >>> > >>>[...snip...] > >>> > >>>Hi Ian, > >>> > >>>You can do this with groups. > >>> > >>>Create two groups (Configuration -> Groups -> New Group) one for site A > >>>staff and one for site B staff. Make all users associated with site A > >>>members of the site A group etc. > >>> > >>>Edit the group rights for Queue A and Queue B respectively and only > >>>privilege the associated group with SeeQueue, OwnTicket etc. > >>> > >>>- Ken. > >>> > >>> > >>> > >>> > >> > >>Thank you Everybody for their suggestions. Creating some groups and > >>changing the appropriate permissions done the trick. I have one small > >>annoyance remaining though. The default queue for "Quick Ticke > >>Create" is the same for both of my groups. Does anyone know of a way > >>i can change the default queue depending on the user or group ? > >> > >>regards, > >>Ian > >>_______________________________________________ > >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >>Community help: http://wiki.bestpractical.com > >>Commercial support: sales at bestpractical.com > >> > >> > >>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >>Buy a copy at http://rtbook.bestpractical.com > >> > >> > >>We're hiring! Come hack Perl for Best Practical: > >>http://bestpractical.com/about/jobs.html > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From sebastian at switching.com.ar Thu May 4 13:46:29 2006 From: sebastian at switching.com.ar (Sebastian Suarez) Date: Thu, 4 May 2006 14:46:29 -0300 Subject: [rt-users] Restoring Mysql - Max_allowed_packet- Message-ID: <004c01c66fa2$ad00be50$7e40fea9@SEBASTIAN> Hi guys, Im trying to restore my RT database (.sql dump backup) into my new box (running FC4 - RT3.5.5) The following error appears: ERROR 1153 (08S01) at line 129: Got a packet bigger than 'max_allowed_packet' bytes Doing some google I found and try this http://dev.mysql.com/doc/refman/5.0/en/packet-too-large.html but without look. Any clue? Thanks Seb.- -------------- next part -------------- An HTML attachment was scrubbed... URL: From ESchultz at corp.untd.com Thu May 4 14:03:44 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Thu, 4 May 2006 11:03:44 -0700 Subject: [rt-users] Restoring Mysql - Max_allowed_packet- Message-ID: <5613F89D78D2F545A40423EBA5535C300F2396E9@LAXEVS01.lax.corp.int.untd.com> You can: - restart the mysql daemon with the size of max_allowed_packet increased (as specified in my.cnf): [mysqld] max_allowed_packet=16M - with an already running daemon, (at least, on 4.x), enter at the mysql prompt: mysql> set global max_allowed_packet=16777216; (this sets it to 16MB). If you did your dump with extended inserts, you will have to make this much bigger. ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Sebastian Suarez Sent: Thursday, May 04, 2006 10:46 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Restoring Mysql - Max_allowed_packet- Hi guys, Im trying to restore my RT database (.sql dump backup) into my new box (running FC4 - RT3.5.5) The following error appears: ERROR 1153 (08S01) at line 129: Got a packet bigger than 'max_allowed_packet' bytes Doing some google I found and try this http://dev.mysql.com/doc/refman/5.0/en/packet-too-large.html but without look. From ClancyIan at cel.ie Thu May 4 14:18:14 2006 From: ClancyIan at cel.ie (Ian Clancy) Date: Thu, 04 May 2006 19:18:14 +0100 Subject: [rt-users] Specifying what queues can be seen on the "RT at a glace" page on a per user basis In-Reply-To: <20060504165459.GE23649@staff.dca.net> References: <20060504165459.GE23649@staff.dca.net> Message-ID: <445A4566.5010905@cel.ie> Frank, Thanks, thats exactly what i need. Unfortunately there are some errors when i run the patch against 3.6.0pre1 . I'll see if i can sort this out myself and post an updated patch. regards, -- Ian Clancy IT Co-ordinator Connaught Electronics Ltd. Dunmore Rd, Tuam, Co. Galway, Ireland. P : ++353 93 23151 F : ++353 93 23110 E : mailto:clancyian at cel.ie W : http://www.cel-europe.com Frank Pater wrote: >Have you tried this patch: >http://wiki.bestpractical.com/index.cgi?SelectDefaultQueue (I have not, >but it sounds like what you're looking for)? > >Sincerely, >Frank Pater >DCANet >http://www.dca.net >voice: 888-4-DCANET (888-432-2638) >fax: 302-426-6386 > >On Thu, May 04, 2006 at 02:42:11PM +0100, Ian Clancy wrote: > > >>Drew, >>Yes, but i need this permission so that personnel can move a ticket >> >> >from > > >>one queue to the other. I also want personnel to be able to create a >>ticket on the other queue. This is a requirement. If i remove the >>SeeQueue permission this is not possible. >>Thanks, >>Ian >> >>Drew Barnes wrote: >> >> >> >>>Have you given everyone a global SeeQueue right? If so, remove it, >>>set the groups to see their own queue and it should display the way >>>you wish. >>> >>> >>>Ian Clancy wrote: >>> >>> >>> >>>> >>>>Ken O'Driscoll wrote: >>>> >>>> >>>> >>>>>On Thu, 2006-05-04 at 11:50 +0100, Ian Clancy wrote: >>>>>[...snip...] >>>>> >>>>> >>>>> >>>>> >>>>>>I've created 2 IT Support queues, one for each of our sites. When >>>>>>personnel log into RT at the "RT at a glance" they see tickets >>>>>> >>>>>> >from > > >>>>>>both queues. What i would like is that when support personnel from >>>>>> >>>>>> > > > >>>>>>site A login they would only see tickets from Queue A, personnel >>>>>> >>>>>> >>>>>>from Site B would see site B tickets etc.. >>>>> >>>>> >>>>>> >>>>>> >>>>>> >>>>>[...snip...] >>>>> >>>>>Hi Ian, >>>>> >>>>>You can do this with groups. >>>>> >>>>>Create two groups (Configuration -> Groups -> New Group) one for >>>>> >>>>> >site A > > >>>>>staff and one for site B staff. Make all users associated with >>>>> >>>>> >site A > > >>>>>members of the site A group etc. >>>>> >>>>>Edit the group rights for Queue A and Queue B respectively and only >>>>>privilege the associated group with SeeQueue, OwnTicket etc. >>>>> >>>>>- Ken. >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>Thank you Everybody for their suggestions. Creating some groups and >>>> >>>> > > > >>>>changing the appropriate permissions done the trick. I have one >>>> >>>> >small > > >>>>annoyance remaining though. The default queue for "Quick Ticke >>>>Create" is the same for both of my groups. Does anyone know of a way >>>> >>>> > > > >>>>i can change the default queue depending on the user or group ? >>>> >>>>regards, >>>>Ian >>>>_______________________________________________ >>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>>Community help: http://wiki.bestpractical.com >>>>Commercial support: sales at bestpractical.com >>>> >>>> >>>>Discover RT's hidden secrets with RT Essentials from O'Reilly 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 sebastian at switching.com.ar Thu May 4 14:47:55 2006 From: sebastian at switching.com.ar (Sebastian Suarez) Date: Thu, 4 May 2006 15:47:55 -0300 Subject: [rt-users] Restoring - RT at a glance? Message-ID: <005e01c66fab$421f8310$7e40fea9@SEBASTIAN> Just restore my RT 3.4.4 database to my fresh 3.5.5. (Thanks Eric) - Se lot of data is in place but. RT at a glance I get error: ------------------- error: Can't call method "Content" on an undefined value at /opt/rt3/share/html/Elements/MyRT line 76. context: ... 72: 73: unless (exists $session{'my_rt_portlets'}) { 74: my ($d_portlets) = RT::System->new($session{'CurrentUser'})->Attributes->Named('HomepageSetting s'); 75: my $user = $session{'CurrentUser'}->UserObj; 76: $session{'my_rt_portlets'} = $user->Preferences('HomepageSettings', $d_portlets->Content); 77: } 78: 79: my $portlets = $session{'my_rt_portlets'}; 80: ... code stack: /opt/rt3/share/html/Elements/MyRT:76 /opt/rt3/share/html/index.html:79 /opt/rt3/share/html/autohandler:247 -------------------- I found some notes at README and lists regarding /opt/rt3/sbin/rt-setup-database --action insert --datadir etc/upgrade/ but get [crit]: Can't locate etc/upgrade//content in @INC Any ideas? -------------- next part -------------- An HTML attachment was scrubbed... URL: From m-liebman at northwestern.edu Thu May 4 19:12:52 2006 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Thu, 04 May 2006 19:12:52 -0400 Subject: [rt-users] URL in the ticket In-Reply-To: <23954218A637D211AEF90060943F185E018FEAB1@mail.amisco.com> References: <23954218A637D211AEF90060943F185E018FEAB1@mail.amisco.com> Message-ID: <445A8A74.1090509@northwestern.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On 5/4/2006 10:13 AM, Nathalie Gagnon wrote: > My question is : What is the way of attaching a clickable link (URL) into a > ticket? > I don't want to use attachment because the document is fixed in RT and never > up-to-date. > I have tried to put URL in the body of the ticket, but unable to click on, > it is text type; however, the user that receive the Email in Outlook 97 > is able to click on. > > > A RT user wrote to me : > >> It's possible to do this. There are 2 ways I can think of. >> 1. customise share/html/Ticket/Elements/ShowTransactionAttachments >> 2. use URI:Find to transform urls into clickable links. If you are trying to put clickable links into the HTML display of the ticket, the directions are at http://wiki.bestpractical.com/index.cgi?ClickableLinks. (Click back a revision since that page has been vandalized.) If you just want a clickable link in an email, that is a function of the MUA. 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" -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.3 (MingW32) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFEWop06UheVG5j+1cRAuTRAKCZQrHLBeHAleFCJJ/uHVA5Hd7aGACeK1cu yKP5S8Rlyu0NDyaUITyQF7w= =jEpb -----END PGP SIGNATURE----- From ruslan.zakirov at gmail.com Thu May 4 22:11:43 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 5 May 2006 06:11:43 +0400 Subject: [rt-users] Users being logged out. In-Reply-To: <445276B6.5090709@ecs.umass.edu> References: <003e01c6699d$f5784640$0e14140a@ad.serreyn.com> <445216AD.3050406@ecs.umass.edu> <44521A02.4000601@rice.edu> <445276B6.5090709@ecs.umass.edu> Message-ID: <589c94400605041911k77374a30h39b34cfb5bd44483@mail.gmail.com> Really we just couldn't reproduce problem :( you didn't show us exact error messages so how could we help you? On 4/29/06, Davin Flatten wrote: > Rick- > > I thought the same, but these logouts are occurring immediately after > you have already logged in. They occur when the user clicks a page that > is not the index.html page. It also occurs across browsers (IE, > Thunderbird, etc...) I can see in the logs for both rt and apache that > errors are being generated when rt attempts to load the user object but > the $self->Id value is undefined. This causes a series of errors to > occur until finally ( probably default behavior ) the user is redirected > to the login page. > > Still frustrated! > > Thanks > Davin > > -- > Davin Flatten > Unix Systems Administrator > University of Massachusetts > Amherst, MA 01003 > > Phone: 413-545-1580 > Email: flatten at ecs.umass.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 Thu May 4 22:14:42 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 5 May 2006 06:14:42 +0400 Subject: [rt-users] Cannot assign ticket In-Reply-To: <4320635C545E4948B79284BEF97AA20B05252AE1@email.LawTech.ad.doar.com> References: <4320635C545E4948B79284BEF97AA20B05252AE1@email.LawTech.ad.doar.com> Message-ID: <589c94400605041914h48418b07p342ba25e9171f1dc@mail.gmail.com> On 5/2/06, William Catlan wrote: > > Hello, > > > > Perl 5.8.6; RT 3.4.5, using MySQL. > > > > I have messed around with permissions, including SetOwner, ModifyTicket, > TakeTicket, and StealTicket. > > > > I cannot assign ownership of a Ticket. > > > > RT Essentials says: > > > 3.6. Assigning a Ticket > > Tickets can have an owner?the user responsible for working on the ticket or > for coordinating the work. To assign a ticket to someone, go to the People > form from the ticket display page, and select the user from the Owner > drop-down list, as shown in Figure 3-7. This list contains the usernames of > all the users allowed to own tickets in the ticket's current queue. > > I try this, and only "Nobody" appears as an option. Grant right OwnTicket to groups/users who should be able to OwnTicket. http://wiki.bestpractical.com/?OwnTicket > > > > Please advise. > > > > Thanks, > > > > Bill > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 May 4 22:21:47 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 5 May 2006 06:21:47 +0400 Subject: [rt-users] Priority Check Condition In-Reply-To: References: Message-ID: <589c94400605041921x52017f2akca3210570a7e7298@mail.gmail.com> On 5/3/06, Brad Pinkston wrote: > > I am setting the Priority of a ticket through an email header using this code as an example? > > http://lists.bestpractical.com/pipermail/rt-users/2005-November/035291.html > > I would like to run a scrip after this priority is set and then send an email to a pager is the priority is 4 or higher. I am sending this to the pager using? > > http://search.cpan.org/~ruz/RT-Action-NotifyGroup-0.02/lib/RT/Action/NotifyGroup.pm > > The action to send to the pager works. But I can't get the scrip to do anything based on the priority. Has anyone tried anything like this? > Use custom condition (untested): return 0 unless $self->TransactionObj->Type eq 'Set'; return 0 unless $self->TransactionObj->Field eq 'Priority'; return 0 unless $self->TicketObj->Priority >= 4; return 1; -- Best regards, Ruslan. From wcatlan at doar.com Thu May 4 22:35:56 2006 From: wcatlan at doar.com (William Catlan) Date: Thu, 4 May 2006 22:35:56 -0400 Subject: [rt-users] Cannot assign ticket Message-ID: <4320635C545E4948B79284BEF97AA20B048F4E6B@email.LawTech.ad.doar.com> > 3.6. Assigning a Ticket > > Tickets can have an owner-the user responsible for working on the ticket or > for coordinating the work. To assign a ticket to someone, go to the People > form from the ticket display page, and select the user from the Owner > drop-down list, as shown in Figure 3-7. This list contains the usernames of > all the users allowed to own tickets in the ticket's current queue. > > I try this, and only "Nobody" appears as an option. Grant right OwnTicket to groups/users who should be able to OwnTicket. http://wiki.bestpractical.com/?OwnTicket Thanks Ruslan. Of course, I did grant that right to a group, at both the Queue and Global levels, along with SeeQueue, but I still could not assign a ticket to someone in the group. I am hoping that someone will confirm this is a bug, or show me something I missed. Bill From ruslan.zakirov at gmail.com Thu May 4 22:42:25 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 5 May 2006 06:42:25 +0400 Subject: [rt-users] Sendmail: using virtusertable/procmail to remove dependency on maintaining /etc/aliases In-Reply-To: <44588A68.8080609@richardharman.com> References: <44588A68.8080609@richardharman.com> Message-ID: <589c94400605041942n5ca8d88rd3012aafd3a4666f@mail.gmail.com> looks good, but... * describe how to use it with some example * most probably UnsafeEmailCommands is not mandatory requirement so describe later in the same doc that the solution works with this option enabled and how to use extended actions * also, looks like this solution doesn't depend on $rtname and $Organization options, don't confuse reader drop it. On 5/3/06, Richard Harman wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > Good morning folks, > > I recently started using RT at my office to keep track of my sysadmin > tasks, and found it a wonderful tool. I'm a stickler for what I know, > and still use sendmail everwhere :) > > I've documented up my method in sendmail of removing the requirement of > keeping /etc/aliases up to date, by using the virtusertable map, and > procmail. It's available on the wiki at > http://wiki.bestpractical.com/index.cgi?SendmailWithoutQueueAliases > > It allows you to create queues, and not touch /etc/aliases. It also > allows you to mail queuename+action-action at rt.yourdomain.com, aslong as > you enable UnsafeEmailCommands. > > Comments, thoughts, flames, etc are appreciated :) > > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.2.6 (GNU/Linux) > Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org > > iD8DBQFEWIpo3rKdb192Vz8RAopQAJ9seCMze0whMhKPA1Zyajzx83Ix+wCgsRlB > kaAh+ZlD4PZfxiKEjD+UuaM= > =pIOe > -----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 ruslan.zakirov at gmail.com Thu May 4 22:45:33 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 5 May 2006 06:45:33 +0400 Subject: [rt-users] Strange problem In-Reply-To: <4458F6B4.5080609@oasis-open.org> References: <4458F6B4.5080609@oasis-open.org> Message-ID: <589c94400605041945s4be4999du10ad7b38b60366d3@mail.gmail.com> Use rt2-to-rt3 script to upgrade from RT-2.x. rt-mailgate uses several perl modules, try to update them or at least rebuild against new perl. On 5/3/06, Steve Glines wrote: > I inherited a very old (2.00) version of RT. I had to upgrade perl for > other reasons and RT works just fine ... except rt-mailgate. rt-mailgate > just hangs. I'm no perl guru so I don't really want to poke and prod but > any ideas are welcome including how to upgrade. > > Cheers > -- > Steve Glines > Cell phone: 617-549-7274 > IM: steveglines > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 May 4 22:54:24 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 5 May 2006 06:54:24 +0400 Subject: [rt-users] Specifying what queues can be seen on the "RT at a glace" page on a per user basis In-Reply-To: <445A4566.5010905@cel.ie> References: <20060504165459.GE23649@staff.dca.net> <445A4566.5010905@cel.ie> Message-ID: <589c94400605041954g60d5b69cofbb84c4e5168a47a@mail.gmail.com> Hm, I think 3.5/3.6 allow user to customize QuickSearch box, open RT->Preferences->RT at a glance->Quick Search. Isn't it what you need? On 5/4/06, Ian Clancy wrote: > Frank, > Thanks, thats exactly what i need. Unfortunately there are some errors > when i run the patch against 3.6.0pre1 . I'll see if i can sort this out > myself and post an updated patch. > regards, > > -- > Ian Clancy > IT Co-ordinator > Connaught Electronics Ltd. > Dunmore Rd, > Tuam, > Co. Galway, > Ireland. > > P : ++353 93 23151 > F : ++353 93 23110 > E : mailto:clancyian at cel.ie > W : http://www.cel-europe.com > > > > > Frank Pater wrote: > > >Have you tried this patch: > >http://wiki.bestpractical.com/index.cgi?SelectDefaultQueue (I have not, > >but it sounds like what you're looking for)? > > > >Sincerely, > >Frank Pater > >DCANet > >http://www.dca.net > >voice: 888-4-DCANET (888-432-2638) > >fax: 302-426-6386 > > > >On Thu, May 04, 2006 at 02:42:11PM +0100, Ian Clancy wrote: > > > > > >>Drew, > >>Yes, but i need this permission so that personnel can move a ticket > >> > >> > >from > > > > > >>one queue to the other. I also want personnel to be able to create a > >>ticket on the other queue. This is a requirement. If i remove the > >>SeeQueue permission this is not possible. > >>Thanks, > >>Ian > >> > >>Drew Barnes wrote: > >> > >> > >> > >>>Have you given everyone a global SeeQueue right? If so, remove it, > >>>set the groups to see their own queue and it should display the way > >>>you wish. > >>> > >>> > >>>Ian Clancy wrote: > >>> > >>> > >>> > >>>> > >>>>Ken O'Driscoll wrote: > >>>> > >>>> > >>>> > >>>>>On Thu, 2006-05-04 at 11:50 +0100, Ian Clancy wrote: > >>>>>[...snip...] > >>>>> > >>>>> > >>>>> > >>>>> > >>>>>>I've created 2 IT Support queues, one for each of our sites. When > >>>>>>personnel log into RT at the "RT at a glance" they see tickets > >>>>>> > >>>>>> > >from > > > > > >>>>>>both queues. What i would like is that when support personnel from > >>>>>> > >>>>>> > > > > > > > >>>>>>site A login they would only see tickets from Queue A, personnel > >>>>>> > >>>>>> > >>>>>>from Site B would see site B tickets etc.. > >>>>> > >>>>> > >>>>>> > >>>>>> > >>>>>> > >>>>>[...snip...] > >>>>> > >>>>>Hi Ian, > >>>>> > >>>>>You can do this with groups. > >>>>> > >>>>>Create two groups (Configuration -> Groups -> New Group) one for > >>>>> > >>>>> > >site A > > > > > >>>>>staff and one for site B staff. Make all users associated with > >>>>> > >>>>> > >site A > > > > > >>>>>members of the site A group etc. > >>>>> > >>>>>Edit the group rights for Queue A and Queue B respectively and only > >>>>>privilege the associated group with SeeQueue, OwnTicket etc. > >>>>> > >>>>>- Ken. > >>>>> > >>>>> > >>>>> > >>>>> > >>>>> > >>>>> > >>>>Thank you Everybody for their suggestions. Creating some groups and > >>>> > >>>> > > > > > > > >>>>changing the appropriate permissions done the trick. I have one > >>>> > >>>> > >small > > > > > >>>>annoyance remaining though. The default queue for "Quick Ticke > >>>>Create" is the same for both of my groups. Does anyone know of a way > >>>> > >>>> > > > > > > > >>>>i can change the default queue depending on the user or group ? > >>>> > >>>>regards, > >>>>Ian > >>>>_______________________________________________ > >>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >>>> > >>>>Community help: http://wiki.bestpractical.com > >>>>Commercial support: sales at bestpractical.com > >>>> > >>>> > >>>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >>>> > >>>> > > > > > > > >>>>Buy a copy at http://rtbook.bestpractical.com > >>>> > >>>> > >>>>We're hiring! Come hack Perl for Best Practical: > >>>>http://bestpractical.com/about/jobs.html > >>>> > >>>> > >>> > >>> > >>_______________________________________________ > >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >>Community help: http://wiki.bestpractical.com > >>Commercial support: sales at bestpractical.com > >> > >> > >>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >>Buy a copy at http://rtbook.bestpractical.com > >> > >> > >>We're hiring! Come hack Perl for Best Practical: > >>http://bestpractical.com/about/jobs.html > >> > >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Thu May 4 22:59:17 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 5 May 2006 06:59:17 +0400 Subject: [rt-users] authentication options In-Reply-To: <348F2F9C-E2E4-44E8-B710-D57C5CF31C80@indiana.edu> References: <348F2F9C-E2E4-44E8-B710-D57C5CF31C80@indiana.edu> Message-ID: <589c94400605041959w45f9fc9ape70b77e0b541a08f@mail.gmail.com> grep -i 'external' < etc/RT_Config.pm On 5/3/06, Joe Auty wrote: > Let me attempt to be more specific here... > > The authentication option I'm most interested in is mod_auth_pam. Has > anybody gotten this working in RT? > > On May 2, 2006, at 2:12 PM, Joe Auty wrote: > > > Hello, > > > > What authentication methods does RT support other than the built-in > > MySQL-based authentication? Is there any documentation pertaining > > to these options? > > > > > > > > ----------- > > Joe Auty > > UITS Messaging > > Indiana University > > jauty at indiana.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 > > ----------- > Joe Auty > UITS Messaging > Indiana University > jauty at indiana.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 Thu May 4 23:01:54 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 5 May 2006 07:01:54 +0400 Subject: [rt-users] How to create users using CLI In-Reply-To: References: <20060503174640.GA22009@qwestip.net> Message-ID: <589c94400605042001l1d70fcefw54625acf250a378c@mail.gmail.com> rt> create -t user -o On 5/3/06, Tomasz Wlodek wrote: > Hi, > > How do I create new users using command line interface (CLI)? > > The book says that the command is > > rt create -t user ... > > and then I should type options. What exactly is the syntax? Can anyone > post an example? > > I need to create a user and specify (at minumum): > userid > password > email > Name > > a new user should be given right to read all tickets, create tickets. > > 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 > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Thu May 4 23:03:17 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 5 May 2006 07:03:17 +0400 Subject: [rt-users] Restoring - RT at a glance? In-Reply-To: <005e01c66fab$421f8310$7e40fea9@SEBASTIAN> References: <005e01c66fab$421f8310$7e40fea9@SEBASTIAN> Message-ID: <589c94400605042003q62dbe84am73fd99c83856e2de@mail.gmail.com> Most probably you've forgot to run DB upgrade scripts. On 5/4/06, Sebastian Suarez wrote: > > > > > Just restore my RT 3.4.4 database to my fresh 3.5.5. (Thanks Eric) - Se lot of data is in place but? > > > > RT at a glance I get error: > > > > ------------------- > > > > error: Can't call method "Content" on an undefined value at /opt/rt3/share/html/Elements/MyRT line 76. > context: > > > ... > > > > > 72: > > > > > 73: > > unless (exists $session{'my_rt_portlets'}) { > > > 74: > > my ($d_portlets) = RT::System->new($session{'CurrentUser'})->Attributes->Named('HomepageSettings'); > > > 75: > > my $user = $session{'CurrentUser'}->UserObj; > > > 76: > > $session{'my_rt_portlets'} = $user->Preferences('HomepageSettings', $d_portlets->Content); > > > 77: > > } > > > 78: > > > > > 79: > > my $portlets = $session{'my_rt_portlets'}; > > > 80: > > > > > ... > > > > code stack: /opt/rt3/share/html/Elements/MyRT:76 > /opt/rt3/share/html/index.html:79 > /opt/rt3/share/html/autohandler:247 > > -------------------- > > I found some notes at README and lists regarding /opt/rt3/sbin/rt-setup-database --action insert --datadir etc/upgrade/ but get [crit]: Can't locate etc/upgrade//content in @INC > > > > > Any ideas? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 May 4 23:07:50 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 5 May 2006 07:07:50 +0400 Subject: [rt-users] Replying to Commenter - not Watchers In-Reply-To: <20060428142555.25DC5A3AE7@mail.brit.com> References: <20060428142555.25DC5A3AE7@mail.brit.com> Message-ID: <589c94400605042007q5f5e79c7iee20cd06a395b6c7@mail.gmail.com> On 4/28/06, Kristopher Lusk wrote: > > > > Hello All, > > > > Forgive me if this is trivial. How would I go about setting up RT to allow > for the following? > > > > PersonA replies to a comment that PersonB put into a ticket ? neither is the > owner nor are they watchers; they are just parties adding information to the > ticket. > > I want PersonB to be notified by email that PersonA has just "replied" to > the comment that they (PersonB) made. If your question is, why not just > have them email each other? Well, I want all ticket correspondence to be > kept in the ticket. Is the only way to do this manually adding PersonB as a > CC or BCC when PersonA is updating the ticket? Is there a better way? You can add all people who contribute to the ticket to Cc list with scrip and/or from RT_Config with $ParseNewMessageForTicketCcs option. > > > > Thanks, > > Kris > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 pkime at Shopzilla.com Thu May 4 23:36:38 2006 From: pkime at Shopzilla.com (Philip Kime) Date: Thu, 4 May 2006 20:36:38 -0700 Subject: [rt-users] REST interface in 3.4.5 - groups and users? References: <20060505025448.D105B4D82A4@diesel.bestpractical.com> Message-ID: <58B1112F0EEB7349AE14A0AA46F9CEC001375767@szexchange.Shopzilla.inc> The RT O'reilly book gives examples of the REST command-line client querying groups and users with the -t flag but I can't seem to get this to work in 3.4.5? Looking in the /share/html/REST/1.0 directory, I don't see any code for users or groups, just tickets. Is this right? If so and more functionality exists in later versions of RT, can I just upgrade the REST interface and not the whole of RT? I really need good REST access but since I've just done a major production upgrade to 3.4.5, there is no way I can upgrade to 3.6 or whatever in the near future ... PK -------------- next part -------------- A non-text attachment was scrubbed... Name: winmail.dat Type: application/ms-tnef Size: 2972 bytes Desc: not available URL: From todd at chaka.net Fri May 5 09:26:39 2006 From: todd at chaka.net (Todd Chapman) Date: Fri, 5 May 2006 09:26:39 -0400 Subject: [rt-users] URL in the ticket In-Reply-To: <23954218A637D211AEF90060943F185E018FEAB1@mail.amisco.com> References: <23954218A637D211AEF90060943F185E018FEAB1@mail.amisco.com> Message-ID: <20060505132639.GB16223@chaka.net> A feature of 3.6. On Thu, May 04, 2006 at 10:13:19AM -0400, Nathalie Gagnon wrote: > > Hi everyone, > > I'm a new user of RT 3.4.5 on Linux with MySQL. > We have Exchange 5.5 on NT4. > > My question is : What is the way of attaching a clickable link (URL) into a > ticket? > I don't want to use attachment because the document is fixed in RT and never > up-to-date. > I have tried to put URL in the body of the ticket, but unable to click on, > it is text type; however, the user that receive the Email in Outlook 97 > is able to click on. > > > A RT user wrote to me : > > >It's possible to do this. There are 2 ways I can think of. > >1. customise share/html/Ticket/Elements/ShowTransactionAttachments > >2. use URI:Find to transform urls into clickable links. > > but I'd like a detailed solution (Scrip or anything else), because I have > not knowledge on Linux and Perl, then the solution will be applied > by a third party. > > > Thank's for your help in advance. > > Nathalie. > > Nathalie Gagnon > Programmeure > Les Industries Amisco Ltee > L'Islet QC, G0R 2C0 > nathalie gagnon at amisco.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 sebastian at switching.com.ar Fri May 5 10:20:43 2006 From: sebastian at switching.com.ar (Sebastian Suarez) Date: Fri, 5 May 2006 11:20:43 -0300 Subject: [rt-users] RT 3.5.5 & RTFM Message-ID: <007801c6704f$188f9c70$7e40fea9@SEBASTIAN> Is there any version of RTFM that can work with RT 3.5.5? Maybe any short How to? I just moved from RT 3.4.4 with lot of RTFM data and is important to run it on again. Many thanks! Seb.- -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Fri May 5 10:27:21 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 5 May 2006 10:27:21 -0400 Subject: [rt-users] RT 3.5.5 & RTFM In-Reply-To: <007801c6704f$188f9c70$7e40fea9@SEBASTIAN> References: <007801c6704f$188f9c70$7e40fea9@SEBASTIAN> Message-ID: <20060505142721.GZ24532@bestpractical.com> On Fri, May 05, 2006 at 11:20:43AM -0300, Sebastian Suarez wrote: > Is there any version of RTFM that can work with RT 3.5.5? > > Maybe any short How to? > RT 3.5.5 is a development snapshot on the road to RT 3.6.0. I'd strongly recommend you upgrade to RT 3.6.0pre1 and RTFM 2.2.0rcsomething. > > > I just moved from RT 3.4.4 with lot of RTFM data and is important to run it > on again. > > > > Many thanks! > > > > Seb.- > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html -- From jboris at adphila.org Fri May 5 11:01:07 2006 From: jboris at adphila.org (John Boris) Date: Fri, 05 May 2006 11:01:07 -0400 Subject: [rt-users] Adding Multiple users using CLI (A quick and Dirty way to get it done.) Message-ID: Some of you longtime RT users may have already done this but I just thought I would post this to the list. As I am new to RT and migrating from our current system (Keystone. Great system but no support) I had the daunting task of assigning users. I looked through the Wiki and manual and couldn't find an easy way to do this.(Maybe I didn't ask the right question?) I did find a Perl script someone wrote but that meant I had to learn that script and see what I had to do to change it to work under my conditions. In our case I just wanted to create unprivileged accounts that can add tickets to our system. The one stable thing in our setup is user's email address. These accounts are for the office they hold so I now had a constant that doesn't change as the actual person changes in that job. I started reading the RT Essentials CLI Section and saw that you can create a user from the command line by doing: rt create -t user set name=username So I could type this once, arrow up to recall the line and change a small part of the username and ht enter. That is still too tedious and monotonous for me. And where did I leave off. Keeping track is a nightmare for that. So if a command line works why can't I just create a shell script (in your favorite shell) with the lines for each user. Since each position is the same at each school with just a school designator being the difference I created a line for each of the seven offices at each school and then using the search and replace option in vi I had a script that would create all 140+ users. Next all I did was run the script and the users were created. Then to add the password and other information common to the users I again used the search and replace feature in vi to change what was there while changing the create -t user to edit user/username. Although I spent about 20 minutes creating this script and making changes for the different fields it would have taken me at least a day to do this through the Web Interface or even using the bash shell's history command. Keystroke wise it save a ton of time. Sometimes we tend to look for a fancy fix when using a few common tools will get the job done. John J. Boris, Sr. JEN-A-SyS Administrator Archdiocese of Philadelphia 222 North 17th Street "Remember! That light at the end of the tunnel Just might be the headlight of an oncoming train!" From JVlavianos at ecastinc.com Fri May 5 13:37:57 2006 From: JVlavianos at ecastinc.com (Jay Vlavianos) Date: Fri, 5 May 2006 10:37:57 -0700 Subject: [rt-users] rt-remind coughing up errors on command line Message-ID: Running rt-remind.pm (modified for local install) seems to fail on the following 4 lines (on other overlays?) when I run it from the command line. Has anyone experienced this before? Thanks! -Jay PM grabbed from: http://www.cs.kent.ac.uk/people/staff/tdb/rt3/rt-remind Errors: "my" variable $id masks earlier declaration in same scope at RT/CustomField_Overlay.pm line 879. "my" variable $id masks earlier declaration in same scope at RT/CustomField_Overlay.pm line 914. "my" variable $msg masks earlier declaration in same scope at RT/Ticket_Overlay.pm line 3021. "my" variable $groupmembers masks earlier declaration in same scope at RT/Tickets_Overlay.pm line 921. -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Fri May 5 14:21:10 2006 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 05 May 2006 11:21:10 -0700 Subject: [rt-users] Cannot assign ticket In-Reply-To: <4320635C545E4948B79284BEF97AA20B048F4E6B@email.LawTech.ad.doar.com> References: <4320635C545E4948B79284BEF97AA20B048F4E6B@email.LawTech.ad.doar.com> Message-ID: <445B9796.2050408@lbl.gov> William Catlan wrote: >> 3.6. Assigning a Ticket >> >> Tickets can have an owner-the user responsible for working on the >> > ticket or > >> for coordinating the work. To assign a ticket to someone, go to the >> > People > >> form from the ticket display page, and select the user from the Owner >> drop-down list, as shown in Figure 3-7. This list contains the >> > usernames of > >> all the users allowed to own tickets in the ticket's current queue. >> >> I try this, and only "Nobody" appears as an option. >> > Grant right OwnTicket to groups/users who should be able to OwnTicket. > http://wiki.bestpractical.com/?OwnTicket > > Thanks Ruslan. Of course, I did grant that right to a group, at both > the Queue and Global levels, along with SeeQueue, but I still could not > assign a ticket to someone in the group. > > I am hoping that someone will confirm this is a bug, or show me > something I missed. > > Bill > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > > Bill, If you already have a group with the correct permissions to see a ticket (seeQueue, SeeTicket, etc.) for a specific Queue, why in the world do you also grant any global rights at all? The whole point of making a Queue have group specific rights allows much more specific de-bugging when it comes to problems like this,. I think too many users of RT use the "shotgun" approach to granting rights and privileges. GLobal stuff just might be negateing any Queue specific group rights. It's almost like a programmer who isnb't sure he checked for something in his code so he puts the same code that does the checking all over the progrm. It's redundant and makes everything much more difficult to debug. I think you need to go back to the drawing board on rights and decide how to tighten up the rights by being specific, not global and then see what you get and debug from there. That is how ours is set up and we have 23 Queues (for individual IT software support groups ) and more than twice than many groups (1 group for technical support of an application and 1 group for the user - who get less rights). Plus, we have created an approval workflow that allows for a specific Queue to hande the review/approval/rejection process for several other Queues and ALL work and documentation stays with the original ticket number, even though the original ticket make be moved to different Queues. This cannot be done when you have a bunch of shotgun/global rights floating around. Hopes this concept helps. Kenn From jfindlay at gmail.com Fri May 5 14:21:44 2006 From: jfindlay at gmail.com (Justin Findlay) Date: Fri, 5 May 2006 12:21:44 -0600 Subject: [rt-users] mysql password problems Message-ID: <86ba12520605051121x13bbff0eva5d69a2e10a576d8@mail.gmail.com> I apologize if this question is off topic, yet I am a MySQL newbie and haven't found any resolution on my own. I've been following this install guide http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide and everything seems to work except this command: # mysqladmin -u root password newpass mysqladmin: connect to server at 'localhost' failed error: 'Access denied for user 'root'@'localhost' (using password: NO)' I've also tried this alternate syntax: # mysqladmin -uroot -p create Enter password: mysqladmin: connect to server at 'localhost' failed error: 'Access denied for user 'root'@'localhost' (using password: YES)' What can I do? Justin From BBlakely at blink.ca Fri May 5 14:02:52 2006 From: BBlakely at blink.ca (Ben Blakely) Date: Fri, 5 May 2006 14:02:52 -0400 Subject: [rt-users] RT-Crontool Search and Action Question Message-ID: <8E8EBFC69B7B50489C2DD4EDF3DA58300178113F@exchange1.oakvillehydro.com> Hello All, Im trying to search for a ticket in the new and open status with a certain custom field, if it matches, I would like to move it to a new queue. Any ideas? Here is what I have for the search syntax but not sure what the action syntax is to move it to a new queue. /opt/rt3/bin/rt-crontool --search RT::Search::FromSQL --search-arg "(Status = 'new' OR Status = 'open') AND Queue = 'Support Level 1' AND 'CF.ServiceType' = 'Move/Add/Change/Delete - DNS'" --action Thanks, Ben -------------- next part -------------- An HTML attachment was scrubbed... URL: From patrick.j.thornton at lmco.com Fri May 5 15:05:24 2006 From: patrick.j.thornton at lmco.com (Thornton, Patrick J) Date: Fri, 05 May 2006 15:05:24 -0400 Subject: [rt-users] mysql password problems Message-ID: This may be a dumb question, but are you sure the mysql daemon is running? (Something like "# ps -ef | grep mysqld" should tell you) -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Justin Findlay Sent: Friday, May 05, 2006 2:22 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] mysql password problems I apologize if this question is off topic, yet I am a MySQL newbie and haven't found any resolution on my own. I've been following this install guide http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide and everything seems to work except this command: # mysqladmin -u root password newpass mysqladmin: connect to server at 'localhost' failed error: 'Access denied for user 'root'@'localhost' (using password: NO)' I've also tried this alternate syntax: # mysqladmin -uroot -p create Enter password: mysqladmin: connect to server at 'localhost' failed error: 'Access denied for user 'root'@'localhost' (using password: YES)' What can I do? Justin _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From kfh at mqsoftware.com Fri May 5 15:09:57 2006 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Fri, 5 May 2006 14:09:57 -0500 Subject: [rt-users] mysql password problems Message-ID: <63BEA5E623E09F4D92233FB12A9F79431C6E69@emailmn.mqsoftware.com> If you haven't explicitly set a mysql password for the root user, then there isn't one. Remove the '-p' from command line, and if you're logged in as root, you shouldn't even need the -u root..... -- 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 Thornton, Patrick J > Sent: Friday, May 05, 2006 2:05 PM > To: Justin Findlay; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] mysql password problems > > This may be a dumb question, but are you sure the mysql daemon is > running? > > (Something like "# ps -ef | grep mysqld" should tell you) > > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Justin > Findlay > Sent: Friday, May 05, 2006 2:22 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] mysql password problems > > I apologize if this question is off topic, yet I am a MySQL newbie and > haven't found any resolution on my own. I've been following this > install guide > > http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide > > and everything seems to work except this command: > > # mysqladmin -u root password newpass > mysqladmin: connect to server at 'localhost' failed > error: 'Access denied for user 'root'@'localhost' (using password: > NO)' > > I've also tried this alternate syntax: > > # mysqladmin -uroot -p create > Enter password: > mysqladmin: connect to server at 'localhost' failed > error: 'Access denied for user 'root'@'localhost' (using password: > YES)' > > What can I do? > > > Justin > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 dmbeethe at fedex.com Fri May 5 13:54:58 2006 From: dmbeethe at fedex.com (Don Beethe) Date: Fri, 5 May 2006 12:54:58 -0500 Subject: [rt-users] Move tickets between queues Message-ID: We have just started having users enter tickets into a new RT system and ran into an issue with the users creating tickets in the wrong queues. Is there a way to move the tickets from one queue to another? Thanks From romeotheriault at gmail.com Fri May 5 15:20:27 2006 From: romeotheriault at gmail.com (Romeo Theriault) Date: Fri, 5 May 2006 15:20:27 -0400 Subject: [rt-users] mysql password problems In-Reply-To: <86ba12520605051121x13bbff0eva5d69a2e10a576d8@mail.gmail.com> References: <86ba12520605051121x13bbff0eva5d69a2e10a576d8@mail.gmail.com> Message-ID: <518A61B2-97BD-4B4A-9007-5CEDB2673532@gmail.com> mysql -u username -pPassword works for me. No space between -p and the password. Like an earlier poster said. If you haven't set a root password, there is none. Romeo On May 5, 2006, at 2:21 PM, Justin Findlay wrote: > I apologize if this question is off topic, yet I am a MySQL newbie and > haven't found any resolution on my own. I've been following this > install guide > > http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide > > and everything seems to work except this command: > > # mysqladmin -u root password newpass > mysqladmin: connect to server at 'localhost' failed > error: 'Access denied for user 'root'@'localhost' (using password: > NO)' > > I've also tried this alternate syntax: > > # mysqladmin -uroot -p create > Enter password: > mysqladmin: connect to server at 'localhost' failed > error: 'Access denied for user 'root'@'localhost' (using password: > YES)' > > What can I do? > > > Justin > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 romeotheriault at gmail.com Fri May 5 15:50:13 2006 From: romeotheriault at gmail.com (Romeo Theriault) Date: Fri, 5 May 2006 15:50:13 -0400 Subject: [rt-users] Delete message with /Returned mail/ in the subject line on arrival Message-ID: Hi, I'm trying to create a scrip with will delete a new ticket on arrival if it has "Returned mail" in the subject line. From searching through the mailing list archive for a while I've come up with something which I think is pretty close, yet it's not deleting these messages. Here is what I have: if ($self->TicketObj->Subject =~ /Returned/) { $self->TicketObj- >SetStatus('deleted'); 1; } else { undef; } I have this in the Custom condition field under Configuration > Global > Scrips > My Delete Scrip The scrip fields are set as follows: Description: Delete Returned Mail Condition: On Create Action: User Defined Template: Global template: Blank Stage: TransactionCreate I'm using RT 3.4.2. Is my perl wrong or do I need to activate this somehow or attach it to a template? Or do I need to put this code in "Custom action perparation code: ?? Thank you for any help. Romeo From vivek at khera.org Fri May 5 15:56:34 2006 From: vivek at khera.org (Vivek Khera) Date: Fri, 5 May 2006 15:56:34 -0400 Subject: [rt-users] Move tickets between queues In-Reply-To: References: Message-ID: On May 5, 2006, at 1:54 PM, Don Beethe wrote: > We have just started having users enter tickets into a new RT > system and > ran into an issue with the users creating tickets in the wrong queues. > Is there a way to move the tickets from one queue to another? open ticket in browser window, click on Basics in left column, select new queue, click "save changes" -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2530 bytes Desc: not available URL: From fpater at dca.net Fri May 5 16:05:20 2006 From: fpater at dca.net (Frank Pater) Date: Fri, 5 May 2006 16:05:20 -0400 Subject: [rt-users] Delete message with /Returned mail/ in the subject line on arrival In-Reply-To: References: Message-ID: <20060505200520.GC9455@staff.dca.net> Hi Romeo, Try setting "Custom action preparation code:" to: return 1; This works for us. Also note that the code you have will delete any ticket with the string "Returned" in its subject. You may want to make it more specific: if ($self->TicketObj->Subject =~ /^Returned mail/) {...} This will delete only tickets where the first two words of the Subject are "Returned mail". Sincerely, Frank Pater DCANet http://www.dca.net voice: 888-4-DCANET (888-432-2638) fax: 302-426-6386 On Fri, May 05, 2006 at 03:50:13PM -0400, Romeo Theriault wrote: > Hi, I'm trying to create a scrip with will delete a new ticket on > arrival if it has "Returned mail" in the subject line. From searching > through the mailing list archive for a while I've come up with > something which I think is pretty close, yet it's not deleting these > messages. > > Here is what I have: > > if ($self->TicketObj->Subject =~ /Returned/) { $self->TicketObj- > >SetStatus('deleted'); 1; } else { undef; } > > I have this in the Custom condition field under Configuration > > Global > Scrips > My Delete Scrip > > The scrip fields are set as follows: > > Description: Delete Returned Mail > Condition: On Create > Action: User Defined > Template: Global template: Blank > Stage: TransactionCreate > > I'm using RT 3.4.2. > > Is my perl wrong or do I need to activate this somehow or attach it > to a template? Or do I need to put this code in "Custom action > perparation code: ?? > > Thank you for any help. > > Romeo > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From sames at officescape.com Fri May 5 16:08:11 2006 From: sames at officescape.com (Steven E. Ames) Date: Fri, 5 May 2006 16:08:11 -0400 Subject: [rt-users] Move tickets between queues Message-ID: Followup question that's been bothering me for a bit. If you change the ticket (using Basics) to a Queue that you don't have 'Show Ticket' permissions on then the ticket moves and you are given an error when it tries to display it. That seems to make sense. However if you give people 'Show Ticket' permissions then all the tickets show up on the opening page (top unowned tickets and such). So. Two questions: 1. Is there a way to let someone view a ticket in a queue without having permissions to search or view that entire queue? or 2. Is there a way to make that move not try to display a ticket that it doesn't have permissions to and instead say something graceful like "Ticket Moved to X Queue" and be done with it? Seeing actual errors bothers people for some reason :) -Steve > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Vivek > Khera > Sent: Friday, May 05, 2006 3:57 PM > To: RT-Users list > Subject: Re: [rt-users] Move tickets between queues > > > > On May 5, 2006, at 1:54 PM, Don Beethe wrote: > > > We have just started having users enter tickets into a new RT > > system and > > ran into an issue with the users creating tickets in the > wrong queues. > > Is there a way to move the tickets from one queue to another? > > open ticket in browser window, click on Basics in left > column, select > new queue, click "save changes" > > From rsumida at csulb.edu Fri May 5 16:53:43 2006 From: rsumida at csulb.edu (Ryan Sumida) Date: Fri, 5 May 2006 13:53:43 -0700 Subject: [rt-users] Wiki Page Spamed - ItsFinallyInstalledNowWhat Message-ID: I'm not sure who to notify about this and I'm new to Wikis. Shall I just edit the page to use the old content or is their a different process to revert back? http://wiki.bestpractical.com/index.cgi?ItsFinallyInstalledNowWhat Thanks, Ryan -------------- next part -------------- An HTML attachment was scrubbed... URL: From sturner at MIT.EDU Fri May 5 16:54:10 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 05 May 2006 16:54:10 -0400 Subject: [rt-users] Move tickets between queues In-Reply-To: References: Message-ID: <6.2.3.4.2.20060505165015.034a4150@po14.mit.edu> At Friday 5/5/2006 04:08 PM, Steven E. Ames wrote: >Followup question that's been bothering me for a bit. > >If you change the ticket (using Basics) to a Queue that you don't >have 'Show Ticket' permissions on then the ticket moves and you are >given an error when it tries to display it. That seems to make >sense. However if you give people 'Show Ticket' permissions then all >the tickets show up on the opening page (top unowned tickets and >such). So. Two questions: > >1. Is there a way to let someone view a ticket in a queue without >having permissions to search or view that entire queue? or >2. Is there a way to make that move not try to display a ticket that >it doesn't have permissions to and instead say something graceful >like "Ticket Moved to X Queue" and be done with it? > >Seeing actual errors bothers people for some reason :) > >-Steve This came up with our users too - the permission denied error message is a little confusing. Our solution - a scrip in the receiving queue that automatically puts the user making the change on to the ticket as an AdminCC. Plus, a change in the receiving queue's group rights to give the AdminCC role 'ShowTicket'. For us it is workable because the number of receiving queues for which this is a problem is small. Steve From romeotheriault at gmail.com Fri May 5 17:06:44 2006 From: romeotheriault at gmail.com (Romeo Theriault) Date: Fri, 5 May 2006 17:06:44 -0400 Subject: [rt-users] Delete message with /Returned mail/ in the subject line on arrival In-Reply-To: <20060505200520.GC9455@staff.dca.net> References: <20060505200520.GC9455@staff.dca.net> Message-ID: <01FAC535-2E15-4C4B-8E4B-DA265EA04C0C@gmail.com> Thanks Frank! That did it. I also had to move the ($self->TicketObj- >Subject =~ /^Returned mail/) {...} code into the Custom action cleanup code: area. Then it worked. Thanks for the tip about the regex. I have a quick question about that though. To match the words "Returned mail" wouldn't I have to use a "\s" to match the space that is between the word "Returned" and the word "mail"? or does RT use a modified version of regex? Thanks. Romeo On May 5, 2006, at 4:05 PM, Frank Pater wrote: > Hi Romeo, > > Try setting "Custom action preparation code:" to: > return 1; > > This works for us. Also note that the code you have will delete any > ticket with the string "Returned" in its subject. You may want to > make it more specific: > > if ($self->TicketObj->Subject =~ /^Returned mail/) {...} > > > This will delete only tickets where the first two words of the > Subject are "Returned mail". > > Sincerely, > Frank Pater > DCANet > http://www.dca.net > voice: 888-4-DCANET (888-432-2638) > fax: 302-426-6386 > > On Fri, May 05, 2006 at 03:50:13PM -0400, Romeo Theriault wrote: >> Hi, I'm trying to create a scrip with will delete a new ticket on >> arrival if it has "Returned mail" in the subject line. From searching >> through the mailing list archive for a while I've come up with >> something which I think is pretty close, yet it's not deleting these >> messages. >> >> Here is what I have: >> >> if ($self->TicketObj->Subject =~ /Returned/) { $self->TicketObj- >>> SetStatus('deleted'); 1; } else { undef; } >> >> I have this in the Custom condition field under Configuration > >> Global > Scrips > My Delete Scrip >> >> The scrip fields are set as follows: >> >> Description: Delete Returned Mail >> Condition: On Create >> Action: User Defined >> Template: Global template: Blank >> Stage: TransactionCreate >> >> I'm using RT 3.4.2. >> >> Is my perl wrong or do I need to activate this somehow or attach it >> to a template? Or do I need to put this code in "Custom action >> perparation code: ?? >> >> Thank you for any help. >> >> Romeo >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> We're hiring! Come hack Perl for Best Practical: >> http://bestpractical.com/about/jobs.html From jcolson at voidgate.org Fri May 5 17:17:49 2006 From: jcolson at voidgate.org (Joshua Colson) Date: Fri, 05 May 2006 14:17:49 -0700 Subject: [rt-users] Delete message with /Returned mail/ in the subject line on arrival In-Reply-To: <01FAC535-2E15-4C4B-8E4B-DA265EA04C0C@gmail.com> References: <20060505200520.GC9455@staff.dca.net> <01FAC535-2E15-4C4B-8E4B-DA265EA04C0C@gmail.com> Message-ID: <1146863869.8203.165.camel@s60r.ination.com> On Fri, 2006-05-05 at 17:06 -0400, Romeo Theriault wrote: > Thanks for the tip about the regex. I have a quick question about > that though. To match the words "Returned mail" wouldn't I have to > use a "\s" to match the space that is between the word "Returned" and > the word "mail"? or does RT use a modified version of regex? > Literal spaces are valid within a regular expression. However, they only match the literal space (as you would expect) rather then all whitespace characters as the \s does. -- Joshua Colson From jfindlay at gmail.com Fri May 5 20:11:11 2006 From: jfindlay at gmail.com (Justin Findlay) Date: Fri, 5 May 2006 18:11:11 -0600 Subject: [rt-users] mysql password problems In-Reply-To: <518A61B2-97BD-4B4A-9007-5CEDB2673532@gmail.com> References: <86ba12520605051121x13bbff0eva5d69a2e10a576d8@mail.gmail.com> <518A61B2-97BD-4B4A-9007-5CEDB2673532@gmail.com> Message-ID: <86ba12520605051711h28cd7273u70aee1cbdd6d4462@mail.gmail.com> On 5/5/06, Romeo Theriault wrote: > mysql -u username -pPassword > > works for me. No space between -p and the password. Like an earlier > poster said. If you haven't set a root password, there is none. Indeed. My mistake was quite obvious once I learned of it. In following the RHEL4InstallGuide I had copied and pasted mysqladmin -u root password newpass into the shell and must have forgotten about doing so, because the password was literally 'newpass'. (-: Justin From dazza at tucan.net Sat May 6 01:28:33 2006 From: dazza at tucan.net (Darrell Burkey) Date: Sat, 6 May 2006 15:28:33 +1000 Subject: [rt-users] RTFM missing custom field after upgrade Message-ID: <003501c670cd$ee29c800$0401a8c0@unidb> A recent Fedora 4 upgrade apparently did something to my Apache install that caused the RTFM link to disappear from the main RT menu. Yep, sounds odd but I swear that's what happened. Never could track down why. Anyway, I decided upgrading RT/RTFM would be the way to go and indeed the link returned after this procedure. Upgraded from/to - RT3 3.4.0 to RT3 3.4.5 / RTFM 2.04 to RTFM 2.20RC2 However, it also seems to have introduced another issue in that now custom fields don't display in RTFM. I have one custom field which contains the body text of RTFM Articles and although that field and data are in the mysql database I just can't figure out why it's not displaying. I've gone through the code and the database structure to the best of my ability and searched everywhere without luck. There does appear to be a problem in the database with duplicated fields of different names that leads me to belive the database schema upgrade did not happen properly. Most obviously, FM_ArticleCFValues appears to the same as FM_CustomFieldValues. FM_CustomFieldValues was empty so I copied the data from FM_ArticleCFValues in to it but this didn't help. The only errors I'm getting in the apache logs haven't helped me much: "my" variable $id masks earlier declaration in same scope at /opt/rt3/lib/RT/Cus tomField_Overlay.pm line 914. "my" variable $msg masks earlier declaration in same scope at /opt/rt3/lib/RT/Ti cket_Overlay.pm line 3021. I received this same error when doing the "upgrade" procedure for RTFM when you run the three commands that do the schema, acl and insert commands against the mysql database. I decided to attempt to create a custome field for RTFM and received this error: [Fri May 5 13:41:03 2006] [error]: WebRT: Could not create CustomField () (/opt /rt3/share/html/Elements/Error:78) Couldn't find any refereces to error 78 I've also removed the RTFM directories from my rt3 tree and reinstalled RTFM from a fresh tarball with no luck. So, long story short I'd sure appreciate some help if any of this rings a bell for someone. Don't expect anyone to do my work for me but would sure appreciates some guidelines for any further testing I can do or procedures to run that might help me to resolve this issue. BTW, we use RT3/RTFM as a non-profit tech support org that assists 30 non-profit community groups. RT has made a huge difference in how professionally we can provide that service and helps to keep the costs as low as possible. Can't thank you enough for making it available. Cheers from Downunder! ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Darrell Burkey 0408 622 647 From rt3 at acerhomes.com Sat May 6 06:09:22 2006 From: rt3 at acerhomes.com (rt3 at acerhomes.com) Date: Sat, 6 May 2006 18:09:22 +0800 (PHT) Subject: [rt-users] Clarification on Permission of Approval Ticket Message-ID: <63536.203.87.145.65.1146910162.squirrel@mail.acerhomes.com> I already followed what is stated on http://wiki.bestpractical.com/index.cgi?ApprovalCreation but couldn't make the my approval link works. Nothing is displayed even I selected pending, approved, denied, etc. The approval ticket is created already. Is there other permissions I need to check aside from giving the AdminCC the show ticket (even Ienabled everything). Note: This happened only after I upgraded from 3.0.5 to 3.4.5. From phanoko at yahoo.com Sun May 7 14:32:56 2006 From: phanoko at yahoo.com (Phanoko) Date: Sun, 7 May 2006 11:32:56 -0700 (PDT) Subject: [rt-users] Pictures with Tickets Message-ID: <20060507183256.36725.qmail@web53902.mail.yahoo.com> This may be... lame but. Has anyone come up with a way to imbed an image with the tickets? Like of the user? __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From tfibleuil at europ-assistance.com Sun May 7 19:45:14 2006 From: tfibleuil at europ-assistance.com (Thomas FIBLEUIL) Date: Mon, 8 May 2006 01:45:14 +0200 Subject: [rt-users] Reporting tool Message-ID: <5B9AD510CDDE2F42B645EA666EB0F31FFDBE@EXCH-EAH.ea-holding.fr> Hello, I have some problems installing RTx-Statistics and more precisely with GD::Graph. Does someone use another tool to have statistics from RT and its MySql DB ? Thanks in advance Thomas. ---------------------------------------------------------- The information contained in this document is attorney privileged and confidential.The information is intented only for the use of the individual 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. -------------- next part -------------- An HTML attachment was scrubbed... URL: From taan at cryologic.com Sun May 7 22:32:27 2006 From: taan at cryologic.com (taan) Date: Mon, 08 May 2006 12:32:27 +1000 Subject: [rt-users] Owner notification Message-ID: <445EADBB.30403@cryologic.com> rt-3.6.0pre1 Something that would be nice: If you create a new ticket and assign the owner at the same time, the default scrips do not notify the owner that the ticket exists. Of coarse you can easily add a scrip to do this, but I think this would be a useful notification out of the box. Taan From taan at cryologic.com Sun May 7 23:41:50 2006 From: taan at cryologic.com (taan) Date: Mon, 08 May 2006 13:41:50 +1000 Subject: [rt-users] Scrip status Message-ID: <445EBDFE.40505@cryologic.com> rt-3.6.0pre1 It would be nice if there was an easy way to see if scrips were enabled or disabled without opening them individually. Taan From taan at cryologic.com Mon May 8 02:54:12 2006 From: taan at cryologic.com (taan) Date: Mon, 08 May 2006 16:54:12 +1000 Subject: [rt-users] Transaction Type/Field Message-ID: <445EEB14.4080504@cryologic.com> Can somebody point me in the right direction as to where I can find a list of Transaction Types and Transaction Fields (if one exists). I can't seem to locate it in RT Essentials, RT Wiki or mailing list. thanks Taan From romansteve at gmail.com Mon May 8 07:03:27 2006 From: romansteve at gmail.com (Roman Steven) Date: Mon, 8 May 2006 07:03:27 -0400 Subject: [rt-users] scrip and transaction Message-ID: <552eaa670605080403l71024a1oc4e971e257802be6@mail.gmail.com> I have a scrip which is supposed to run on a transaction. Does creating a ticket count as a transaction and therefore the scrip will get executed? Also, if in the scrip I am changing some ticket values, do they also count as transactions and therefore the scrip will execute as well ? Roman -------------- next part -------------- An HTML attachment was scrubbed... URL: From tob at brummix.de Mon May 8 07:44:50 2006 From: tob at brummix.de (Torsten Brumm) Date: Mon, 08 May 2006 13:44:50 +0200 Subject: [rt-users] A bug? Searchbuilder? Message-ID: <445F2F32.2020906@brummix.de> Hi RT Users, I think, i found a bug, or i'm too dumb. I'm trying the following query (from within a website, but also occurs from the Query Builder) ( Queue = 'GAI_ABF_NW' ) AND ( 'CF.{Tournummer}' = '03376' OR 'CF.{Tournummer}' = '03361' ) AND ( Status = 'new' OR Status = 'open' Or Status = 'stalled' OR Status = 'resolved') In this Query, CF.{Tournummer} is a normal Custom field. If i fire this Query i get the following error: [Mon May 08 13:00:45 2006] [error] [client 10.63.253.97] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x9dec5d8)', 'HASH(0x9f06f28)') called at /usr/lib/perl5/vendor_perl/5.8.6/HTML/Mason/CGIHandler.pm line 73, referer: http://astdev.int.kn/Sendungen/index.html I'm running RT 3.5.6 on Fedora Core: Perl v5.8.6 under linux 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 v2.06; Benchmark v1.06; bytes v1.01; Cache::Simple::TimedExpiry v0.23; capitalization v0.03; Carp v1.03; CGI v3.10; CGI::Cookie v1.25; 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 v3.01; Data::Dumper v2.121_02; Date::Format v2.22; Date::Parse v2.27; DBD::mysql v2.9007; DBI v1.48; DBIx::SearchBuilder v1.38; DBIx::SearchBuilder::Union v0; DBIx::SearchBuilder::Unique v0.01; Devel::StackTrace v1.12; Devel::StackTraceFrame v0.6; Devel::Symdump v2.03; Digest::base v1.00; Digest::MD5 v2.33; DynaLoader v1.05; Encode v2.08; Encode::Alias v2.02; Encode::Config v2.00; Encode::Encoding v2.02; Errno v1.09; Exception::Class v1.21; 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 v3.01; File::Spec::Unix v1.5; File::Temp v0.14; FileHandle v2.01; HTML::Entities v1.29; HTML::Mason v1.3101; 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 v3.45; HTML::Scrubber v0.08; I18N::LangTags v0.35; 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 v1.14; locale v1.00; 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::Output v1.26; Log::Dispatch::Screen v1.17; Log::Dispatch::Syslog v1.18; Mail::Address v1.67; Mail::Field v1.67; Mail::Field::AddrList v1.67; Mail::Field::Date v1.67; Mail::Header v1.67; Mail::Internet v1.67; MIME::Base64 v3.05; MIME::Body v5.417; MIME::Decoder v5.417; MIME::Entity v5.417; MIME::Field::ContDisp v5.417; MIME::Field::ConTraEnc v5.417; MIME::Field::ContType v5.417; MIME::Field::ParamVal v5.417; MIME::Head v5.417; MIME::Parser v5.417; MIME::QuotedPrint v3.03; MIME::Tools v5.417; MIME::Words v5.417; Module::Refresh v0.08; Module::Versions::Report v1.02; overload v1.02; Params::Validate v0.78; POSIX v1.08; re v0.04; Regexp::Common v2.120; Regexp::Common::delimited v2.104; RT v3.5.6; RT::Interface::Email v1.02; Scalar::Util v1.14; SelectSaver v1.00; Socket v1.77; Storable v2.13; strict v1.03; Symbol v1.05; Sys::Hostname v1.11; Sys::Syslog v0.08; 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 v1.65; Time::JulianDay v2003.1125; Time::Local v1.1; Time::ParseDate v2003.1126; Time::Timezone v2003.0211; Time::Zone v2.22; utf8 v1.04; vars v1.01; warnings v1.03; warnings::register v1.00; XSLoader v0.02; Any Ideas or hints??? Thanks Torsten From todd at chaka.net Mon May 8 08:21:38 2006 From: todd at chaka.net (Todd Chapman) Date: Mon, 8 May 2006 08:21:38 -0400 Subject: [rt-users] Transaction Type/Field In-Reply-To: <445EEB14.4080504@cryologic.com> References: <445EEB14.4080504@cryologic.com> Message-ID: <20060508122138.GC16223@chaka.net> Here's what I have in my public RT: qlite> select distinct(Type) from Transactions; Create Set CustomField EmailRecord Comment Status AddLink DeleteLink Take Give Told Correspond AddWatcher Steal CommentEmailRecord select distinct(Field) from Transactions; Password Status RefersTo Owner Told Description Priority TimeLeft AdminCc DependsOn Lang DependedOnBy Subject HasComponent ComponentOf TimeEstimated MergedInto ReferredToBy Starts Started Due Requestor FinalPriority Queue (I deleted the numeric references to Custom Fields) On Mon, May 08, 2006 at 04:54:12PM +1000, taan wrote: > Can somebody point me in the right direction as to where I can find a > list of Transaction Types and Transaction Fields (if one exists). I > can't seem to locate it in RT Essentials, RT Wiki or mailing list. > > thanks > Taan > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html From todd at chaka.net Mon May 8 08:22:45 2006 From: todd at chaka.net (Todd Chapman) Date: Mon, 8 May 2006 08:22:45 -0400 Subject: [rt-users] scrip and transaction In-Reply-To: <552eaa670605080403l71024a1oc4e971e257802be6@mail.gmail.com> References: <552eaa670605080403l71024a1oc4e971e257802be6@mail.gmail.com> Message-ID: <20060508122245.GD16223@chaka.net> On Mon, May 08, 2006 at 07:03:27AM -0400, Roman Steven wrote: > I have a scrip which is supposed to run on a transaction. > > Does creating a ticket count as a transaction and therefore the scrip will > get executed? Creating a ticket results in a "Create" transaction. > > Also, if in the scrip I am changing some ticket values, do they also count > as transactions and therefore the scrip will execute as well ? Yes. > > Roman > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 rangarajan.radhakrishnan at bms.com Mon May 8 08:49:04 2006 From: rangarajan.radhakrishnan at bms.com (Rangarajan Radhakrishnan) Date: Mon, 08 May 2006 08:49:04 -0400 Subject: [rt-users] A bug? Searchbuilder? In-Reply-To: <445F2F32.2020906@brummix.de> References: <445F2F32.2020906@brummix.de> Message-ID: <445F3E40.1090300@bms.com> Torsten Brumm wrote: > Hi RT Users, > > I think, i found a bug, or i'm too dumb. > > I'm trying the following query (from within a website, but also occurs > from the Query Builder) > > ( Queue = 'GAI_ABF_NW' ) AND ( 'CF.{Tournummer}' = '03376' OR > 'CF.{Tournummer}' = '03361' ) AND ( Status = 'new' OR Status = 'open' > Or Status = 'stalled' OR Status = 'resolved') > > In this Query, CF.{Tournummer} is a normal Custom field. > > If i fire this Query i get the following error: > > [Mon May 08 13:00:45 2006] [error] [client 10.63.253.97] FastCGI: > server "/opt/rt3/bin/mason_handler.fcgi" stderr: > \tHTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x9dec5d8)', > 'HASH(0x9f06f28)') called at > /usr/lib/perl5/vendor_perl/5.8.6/HTML/Mason/CGIHandler.pm line 73, > referer: http://astdev.int.kn/Sendungen/index.html > > I'm running RT 3.5.6 on Fedora Core: > > Perl v5.8.6 under linux > 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 v2.06; > Benchmark v1.06; > bytes v1.01; > Cache::Simple::TimedExpiry v0.23; > capitalization v0.03; > Carp v1.03; > CGI v3.10; > CGI::Cookie v1.25; > 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 v3.01; > Data::Dumper v2.121_02; > Date::Format v2.22; > Date::Parse v2.27; > DBD::mysql v2.9007; > DBI v1.48; > DBIx::SearchBuilder v1.38; > DBIx::SearchBuilder::Union v0; > DBIx::SearchBuilder::Unique v0.01; > Devel::StackTrace v1.12; > Devel::StackTraceFrame v0.6; > Devel::Symdump v2.03; > Digest::base v1.00; > Digest::MD5 v2.33; > DynaLoader v1.05; > Encode v2.08; > Encode::Alias v2.02; > Encode::Config v2.00; > Encode::Encoding v2.02; > Errno v1.09; > Exception::Class v1.21; > 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 v3.01; > File::Spec::Unix v1.5; > File::Temp v0.14; > FileHandle v2.01; > HTML::Entities v1.29; > HTML::Mason v1.3101; > 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 v3.45; > HTML::Scrubber v0.08; > I18N::LangTags v0.35; > 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 v1.14; > locale v1.00; > 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::Output v1.26; > Log::Dispatch::Screen v1.17; > Log::Dispatch::Syslog v1.18; > Mail::Address v1.67; > Mail::Field v1.67; > Mail::Field::AddrList v1.67; > Mail::Field::Date v1.67; > Mail::Header v1.67; > Mail::Internet v1.67; > MIME::Base64 v3.05; > MIME::Body v5.417; > MIME::Decoder v5.417; > MIME::Entity v5.417; > MIME::Field::ContDisp v5.417; > MIME::Field::ConTraEnc v5.417; > MIME::Field::ContType v5.417; > MIME::Field::ParamVal v5.417; > MIME::Head v5.417; > MIME::Parser v5.417; > MIME::QuotedPrint v3.03; > MIME::Tools v5.417; > MIME::Words v5.417; > Module::Refresh v0.08; > Module::Versions::Report v1.02; > overload v1.02; > Params::Validate v0.78; > POSIX v1.08; > re v0.04; > Regexp::Common v2.120; > Regexp::Common::delimited v2.104; > RT v3.5.6; > RT::Interface::Email v1.02; > Scalar::Util v1.14; > SelectSaver v1.00; > Socket v1.77; > Storable v2.13; > strict v1.03; > Symbol v1.05; > Sys::Hostname v1.11; > Sys::Syslog v0.08; > 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 v1.65; > Time::JulianDay v2003.1125; > Time::Local v1.1; > Time::ParseDate v2003.1126; > Time::Timezone v2003.0211; > Time::Zone v2.22; > utf8 v1.04; > vars v1.01; > warnings v1.03; > warnings::register v1.00; > XSLoader v0.02; > > Any Ideas or hints??? > > Thanks > > Torsten > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > I think I had come across the same problem using 3.6.0pre0. Seems to happen when the same custom field is involved in more than one clause in the query. Please see: http://lists.bestpractical.com/pipermail/rt-users/2006-May/039046.html I haven't had a chance to dig deeper to fix this. If you can, you may want to print out the query that is being generated by putting some debug statement in DBIx::SearchBuilder. And see if it runs against the database you are using. What database are you using? From tob at brummix.de Mon May 8 09:32:40 2006 From: tob at brummix.de (Torsten Brumm) Date: Mon, 08 May 2006 15:32:40 +0200 Subject: [rt-users] A bug? Searchbuilder? In-Reply-To: <445F3E40.1090300@bms.com> References: <445F2F32.2020906@brummix.de> <445F3E40.1090300@bms.com> Message-ID: <445F4878.7050605@brummix.de> Hi Rangarajan, I'm using Mysql 4.12, i have also tried to update DBIxSearchbuilder from the old version to the newest, same result. > If you can, you may want to print out the query that is being generated by putting some debug statement in DBIx::SearchBuilder. And see if it runs against the database you are using. How can i do this? Now idea at this moment. Thanks Torsten PS: The problem looks similar to yours. i also have tried this with 3.6pre1, same result. Rangarajan Radhakrishnan schrieb: > > Torsten Brumm wrote: > >> Hi RT Users, >> >> I think, i found a bug, or i'm too dumb. >> >> I'm trying the following query (from within a website, but also >> occurs from the Query Builder) >> >> ( Queue = 'GAI_ABF_NW' ) AND ( 'CF.{Tournummer}' = '03376' OR >> 'CF.{Tournummer}' = '03361' ) AND ( Status = 'new' OR Status = 'open' >> Or Status = 'stalled' OR Status = 'resolved') >> >> In this Query, CF.{Tournummer} is a normal Custom field. >> >> If i fire this Query i get the following error: >> >> [Mon May 08 13:00:45 2006] [error] [client 10.63.253.97] FastCGI: >> server "/opt/rt3/bin/mason_handler.fcgi" stderr: >> \tHTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x9dec5d8)', >> 'HASH(0x9f06f28)') called at >> /usr/lib/perl5/vendor_perl/5.8.6/HTML/Mason/CGIHandler.pm line 73, >> referer: http://astdev.int.kn/Sendungen/index.html >> >> I'm running RT 3.5.6 on Fedora Core: >> >> Perl v5.8.6 under linux >> 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 v2.06; >> Benchmark v1.06; >> bytes v1.01; >> Cache::Simple::TimedExpiry v0.23; >> capitalization v0.03; >> Carp v1.03; >> CGI v3.10; >> CGI::Cookie v1.25; >> 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 v3.01; >> Data::Dumper v2.121_02; >> Date::Format v2.22; >> Date::Parse v2.27; >> DBD::mysql v2.9007; >> DBI v1.48; >> DBIx::SearchBuilder v1.38; >> DBIx::SearchBuilder::Union v0; >> DBIx::SearchBuilder::Unique v0.01; >> Devel::StackTrace v1.12; >> Devel::StackTraceFrame v0.6; >> Devel::Symdump v2.03; >> Digest::base v1.00; >> Digest::MD5 v2.33; >> DynaLoader v1.05; >> Encode v2.08; >> Encode::Alias v2.02; >> Encode::Config v2.00; >> Encode::Encoding v2.02; >> Errno v1.09; >> Exception::Class v1.21; >> 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 v3.01; >> File::Spec::Unix v1.5; >> File::Temp v0.14; >> FileHandle v2.01; >> HTML::Entities v1.29; >> HTML::Mason v1.3101; >> 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 v3.45; >> HTML::Scrubber v0.08; >> I18N::LangTags v0.35; >> 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 v1.14; >> locale v1.00; >> 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::Output v1.26; >> Log::Dispatch::Screen v1.17; >> Log::Dispatch::Syslog v1.18; >> Mail::Address v1.67; >> Mail::Field v1.67; >> Mail::Field::AddrList v1.67; >> Mail::Field::Date v1.67; >> Mail::Header v1.67; >> Mail::Internet v1.67; >> MIME::Base64 v3.05; >> MIME::Body v5.417; >> MIME::Decoder v5.417; >> MIME::Entity v5.417; >> MIME::Field::ContDisp v5.417; >> MIME::Field::ConTraEnc v5.417; >> MIME::Field::ContType v5.417; >> MIME::Field::ParamVal v5.417; >> MIME::Head v5.417; >> MIME::Parser v5.417; >> MIME::QuotedPrint v3.03; >> MIME::Tools v5.417; >> MIME::Words v5.417; >> Module::Refresh v0.08; >> Module::Versions::Report v1.02; >> overload v1.02; >> Params::Validate v0.78; >> POSIX v1.08; >> re v0.04; >> Regexp::Common v2.120; >> Regexp::Common::delimited v2.104; >> RT v3.5.6; >> RT::Interface::Email v1.02; >> Scalar::Util v1.14; >> SelectSaver v1.00; >> Socket v1.77; >> Storable v2.13; >> strict v1.03; >> Symbol v1.05; >> Sys::Hostname v1.11; >> Sys::Syslog v0.08; >> 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 v1.65; >> Time::JulianDay v2003.1125; >> Time::Local v1.1; >> Time::ParseDate v2003.1126; >> Time::Timezone v2003.0211; >> Time::Zone v2.22; >> utf8 v1.04; >> vars v1.01; >> warnings v1.03; >> warnings::register v1.00; >> XSLoader v0.02; >> >> Any Ideas or hints??? >> >> Thanks >> >> Torsten >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> We're hiring! Come hack Perl for Best Practical: >> http://bestpractical.com/about/jobs.html >> > I think I had come across the same problem using 3.6.0pre0. Seems to > happen when the same custom field is involved in more than one clause > in the query. Please see: > http://lists.bestpractical.com/pipermail/rt-users/2006-May/039046.html > > I haven't had a chance to dig deeper to fix this. > > If you can, you may want to print out the query that is being > generated by putting some debug statement in DBIx::SearchBuilder. And > see if it runs against the database you are using. What database are > you using? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 nmetrowsky at digitalglobe.com Mon May 8 09:53:30 2006 From: nmetrowsky at digitalglobe.com (Nick Metrowsky) Date: Mon, 8 May 2006 07:53:30 -0600 Subject: [rt-users] Images in Tickets Message-ID: Hi Everyone, Once in a while we receive SPAM into our ticket queues, with embedded images. Is there a way to configure Request Tracker to not display the images when a ticket it viewed? Attachments can only be viewed when one click on a link; is it possible for images as well? Take care! Nick ------------------------------------------------------------------------ --------- Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax nmetrowsky at digitalglobe.com DigitalGlobe (r), An Imaging and Information Company http://www.digitalglobe.com ------------------------------------------------------------------------ --------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From rangarajan.radhakrishnan at bms.com Mon May 8 09:50:05 2006 From: rangarajan.radhakrishnan at bms.com (Rangarajan Radhakrishnan) Date: Mon, 08 May 2006 09:50:05 -0400 Subject: [rt-users] A bug? Searchbuilder? In-Reply-To: <445F4878.7050605@brummix.de> References: <445F2F32.2020906@brummix.de> <445F3E40.1090300@bms.com> <445F4878.7050605@brummix.de> Message-ID: <445F4C8D.9090200@bms.com> In SearchBuilder.pm, inside "sub _DoSearch" you can use: print STDERR "RR: SearchBuilder.pm: _DoSearch: QueryString is: $QueryString\n"; (right after the statement "my $QueryString = $self->BuildSelectQuery();") When you do this queries against the database will result in the query getting printed in apache error_log (please check your apache config if you are unsure about location and naming of error log). For adding this debug statement, you may have to interact with your sys admin if your DBIx::SearchBuilder was installed by your sys admin and you don't have write privileges. Hope this helps. Torsten Brumm wrote: > Hi Rangarajan, > > I'm using Mysql 4.12, i have also tried to update DBIxSearchbuilder > from the old version to the newest, same result. > > > If you can, you may want to print out the query that is being > generated by putting some debug statement in DBIx::SearchBuilder. And > see if it runs against the database you are using. > > How can i do this? Now idea at this moment. > > Thanks > > Torsten > > PS: The problem looks similar to yours. i also have tried this with > 3.6pre1, same result. > > > Rangarajan Radhakrishnan schrieb: > >> >> Torsten Brumm wrote: >> >>> Hi RT Users, >>> >>> I think, i found a bug, or i'm too dumb. >>> >>> I'm trying the following query (from within a website, but also >>> occurs from the Query Builder) >>> >>> ( Queue = 'GAI_ABF_NW' ) AND ( 'CF.{Tournummer}' = '03376' OR >>> 'CF.{Tournummer}' = '03361' ) AND ( Status = 'new' OR Status = >>> 'open' Or Status = 'stalled' OR Status = 'resolved') >>> >>> In this Query, CF.{Tournummer} is a normal Custom field. >>> >>> If i fire this Query i get the following error: >>> >>> [Mon May 08 13:00:45 2006] [error] [client 10.63.253.97] FastCGI: >>> server "/opt/rt3/bin/mason_handler.fcgi" stderr: >>> \tHTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x9dec5d8)', >>> 'HASH(0x9f06f28)') called at >>> /usr/lib/perl5/vendor_perl/5.8.6/HTML/Mason/CGIHandler.pm line 73, >>> referer: http://astdev.int.kn/Sendungen/index.html >>> >>> I'm running RT 3.5.6 on Fedora Core: >>> >>> Perl v5.8.6 under linux >>> 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 v2.06; >>> Benchmark v1.06; >>> bytes v1.01; >>> Cache::Simple::TimedExpiry v0.23; >>> capitalization v0.03; >>> Carp v1.03; >>> CGI v3.10; >>> CGI::Cookie v1.25; >>> 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 v3.01; >>> Data::Dumper v2.121_02; >>> Date::Format v2.22; >>> Date::Parse v2.27; >>> DBD::mysql v2.9007; >>> DBI v1.48; >>> DBIx::SearchBuilder v1.38; >>> DBIx::SearchBuilder::Union v0; >>> DBIx::SearchBuilder::Unique v0.01; >>> Devel::StackTrace v1.12; >>> Devel::StackTraceFrame v0.6; >>> Devel::Symdump v2.03; >>> Digest::base v1.00; >>> Digest::MD5 v2.33; >>> DynaLoader v1.05; >>> Encode v2.08; >>> Encode::Alias v2.02; >>> Encode::Config v2.00; >>> Encode::Encoding v2.02; >>> Errno v1.09; >>> Exception::Class v1.21; >>> 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 v3.01; >>> File::Spec::Unix v1.5; >>> File::Temp v0.14; >>> FileHandle v2.01; >>> HTML::Entities v1.29; >>> HTML::Mason v1.3101; >>> 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 v3.45; >>> HTML::Scrubber v0.08; >>> I18N::LangTags v0.35; >>> 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 v1.14; >>> locale v1.00; >>> 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::Output v1.26; >>> Log::Dispatch::Screen v1.17; >>> Log::Dispatch::Syslog v1.18; >>> Mail::Address v1.67; >>> Mail::Field v1.67; >>> Mail::Field::AddrList v1.67; >>> Mail::Field::Date v1.67; >>> Mail::Header v1.67; >>> Mail::Internet v1.67; >>> MIME::Base64 v3.05; >>> MIME::Body v5.417; >>> MIME::Decoder v5.417; >>> MIME::Entity v5.417; >>> MIME::Field::ContDisp v5.417; >>> MIME::Field::ConTraEnc v5.417; >>> MIME::Field::ContType v5.417; >>> MIME::Field::ParamVal v5.417; >>> MIME::Head v5.417; >>> MIME::Parser v5.417; >>> MIME::QuotedPrint v3.03; >>> MIME::Tools v5.417; >>> MIME::Words v5.417; >>> Module::Refresh v0.08; >>> Module::Versions::Report v1.02; >>> overload v1.02; >>> Params::Validate v0.78; >>> POSIX v1.08; >>> re v0.04; >>> Regexp::Common v2.120; >>> Regexp::Common::delimited v2.104; >>> RT v3.5.6; >>> RT::Interface::Email v1.02; >>> Scalar::Util v1.14; >>> SelectSaver v1.00; >>> Socket v1.77; >>> Storable v2.13; >>> strict v1.03; >>> Symbol v1.05; >>> Sys::Hostname v1.11; >>> Sys::Syslog v0.08; >>> 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 v1.65; >>> Time::JulianDay v2003.1125; >>> Time::Local v1.1; >>> Time::ParseDate v2003.1126; >>> Time::Timezone v2003.0211; >>> Time::Zone v2.22; >>> utf8 v1.04; >>> vars v1.01; >>> warnings v1.03; >>> warnings::register v1.00; >>> XSLoader v0.02; >>> >>> Any Ideas or hints??? >>> >>> Thanks >>> >>> Torsten >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >>> >>> We're hiring! Come hack Perl for Best Practical: >>> http://bestpractical.com/about/jobs.html >>> >> I think I had come across the same problem using 3.6.0pre0. Seems to >> happen when the same custom field is involved in more than one clause >> in the query. Please see: >> http://lists.bestpractical.com/pipermail/rt-users/2006-May/039046.html >> >> I haven't had a chance to dig deeper to fix this. >> >> If you can, you may want to print out the query that is being >> generated by putting some debug statement in DBIx::SearchBuilder. And >> see if it runs against the database you are using. What database are >> you using? >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> We're hiring! Come hack Perl for Best Practical: >> http://bestpractical.com/about/jobs.html > > > From JVlavianos at ecastinc.com Mon May 8 09:57:20 2006 From: JVlavianos at ecastinc.com (Jay Vlavianos) Date: Mon, 8 May 2006 06:57:20 -0700 Subject: [rt-users] reminders for tickets Message-ID: Greetings. I dropped this one in here a couple days ago to no response. Thought I would try again, as I cant imagine that I am the only person who wants to have people reminded that they have tickets :-) I am running rt-remind.pm (modified for local install) seems to fail on the following 4 lines (on other overlays?) when I run it from the command line. Has anyone experienced this before? Errors: "my" variable $id masks earlier declaration in same scope at RT/CustomField_Overlay.pm line 879. "my" variable $id masks earlier declaration in same scope at RT/CustomField_Overlay.pm line 914. "my" variable $msg masks earlier declaration in same scope at RT/Ticket_Overlay.pm line 3021. "my" variable $groupmembers masks earlier declaration in same scope at RT/Tickets_Overlay.pm line 921. Thanks, -Jay -------------- next part -------------- An HTML attachment was scrubbed... URL: From winn_johnston at yahoo.com Mon May 8 09:58:28 2006 From: winn_johnston at yahoo.com (Winn Johnston) Date: Mon, 8 May 2006 06:58:28 -0700 (PDT) Subject: [rt-users] Quick Ticket Creation Box - and code to change passwords back to md5 base 64 In-Reply-To: <445F4878.7050605@brummix.de> Message-ID: <20060508135828.68273.qmail@web52905.mail.yahoo.com> hello all, I have up graded to RT 3.4.5, everything seems to be working just fine. Except for the Quick Ticket Creation Box on the main page. After using the Quick Create ticket option, the ticket is never created. Using the long form it works. Am i missing an option that needs to be turned on in one of the configuration files? Thanks in advance. Also here below is some code you might find usefull. The RT 3.4.5 uses a hex encoded password, this is diffrent than the previous versions that use a base64 encoded password. If your shop is like ours then you copy the RT users database around the network and use it to authenticate users for other apps. Below is some perl code that will re-encode the new Hex format back to the base64. #!/usr/bin/perl # load module use DBI; use MIME::Base64 qw(); use bytes; @mysqlcopy =(/usr/bin/mysqldump --host=rt.dnc.org -uroot --add-drop-table --compress --add-locks -e rt3 Users Groups CachedGroupMembers | /usr/bin/mysql --host=192.168.10.47 -uroot -plemon -C rt3); system (@args); #query my $query = qq( SELECT * From Users WHERE CHAR_LENGTH(Password)< 33 AND (CHAR_LENGTH(Password) != 13) ); # connect my $dbh = DBI->connect("DBI:mysql:database=rt3;host=localhost", "root", "", {'RaiseError' => 1}); my $sth = $dbh->prepare($query); $sth->execute(); # iterate through resultset # print values while(my $ref = $sth->fetchrow_hashref()) { $old_encoded_pwd = $ref->{'Password'}; my $md5 = MIME::Base64::encode(pack "H*", "$old_encoded_pwd"); print "User: $ref->{'Name'}\n"; print "Password: $ref->{'Password'}\n"; substr($md5,-3) =''; print "New Password: '$md5'\n"; # execute INSERT query my $rows = $dbh->do("update Users SET Password= '$md5' WHERE Name='$ref->{Name}';"); print "$rows row(s) affected\n"; print "----------\n"; } # clean up $dbh->disconnect(); --------------------------------- Yahoo! Messenger with Voice. PC-to-Phone calls for ridiculously low rates. -------------- next part -------------- An HTML attachment was scrubbed... URL: From mike at tekniq.org Mon May 8 10:08:31 2006 From: mike at tekniq.org (Michael Shanks) Date: Mon, 8 May 2006 15:08:31 +0100 Subject: [rt-users] User preferences Message-ID: <002f01c672a8$e334ac30$0a02a8c0@PCMichael> Hello I would like to set it so users can update their own preferences from within their weblogin, currently they can only change their password with selfservice, any idea how to achive this From klusk at brit.com Mon May 8 10:15:28 2006 From: klusk at brit.com (Kristopher Lusk) Date: Mon, 8 May 2006 09:15:28 -0500 Subject: [rt-users] Distinguish between the comments in ticket Message-ID: <20060508141537.19EDCA3AE3@mail.brit.com> Is there is a way to color code the different comments in the RT ticket system? For example, if you want Customer Comments to appear differently than your Own (in-house) Comments, how could we accomplish this? -------------- next part -------------- An HTML attachment was scrubbed... URL: From tob at brummix.de Mon May 8 10:29:33 2006 From: tob at brummix.de (Torsten Brumm) Date: Mon, 08 May 2006 16:29:33 +0200 Subject: [rt-users] A bug? Searchbuilder? In-Reply-To: <445F4C8D.9090200@bms.com> References: <445F2F32.2020906@brummix.de> <445F3E40.1090300@bms.com> <445F4878.7050605@brummix.de> <445F4C8D.9090200@bms.com> Message-ID: <445F55CD.6080009@brummix.de> Hi Rangarajan, Here is the Output at the error log: [Mon May 08 16:26:20 2006] [error] [client 10.63.253.97] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: RR: SearchBuilder.pm: _DoSearch: QueryString is: SELECT DISTINCT main.* FROM (GroupMembers main LEFT JOIN Groups Groups_1 ON ( Groups_1.id = main.GroupId)) WHERE ((Groups_1.Domain = 'SystemInternal')OR(Groups_1.Domain = 'UserDefined')) AND ((main.MemberId = '225')) ORDER BY Groups_1.Domain ASC, Groups_1.Name ASC , referer: http://astdev.int.kn/Sendungen/index.html [Mon May 08 16:26:20 2006] [error] [client 10.63.253.97] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: RR: SearchBuilder.pm: _DoSearch: QueryString is: SELECT DISTINCT main.* FROM (((Tickets main LEFT JOIN ObjectCustomFields ObjectCustomFields_1 ON ( ObjectCustomFields_1.ObjectId = main.Queue)) LEFT JOIN CustomFields CustomFields_2 ON ( CustomFields_2.id = ObjectCustomFields_1.CustomField)) LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_3 ON ((ObjectCustomFieldValues_3.ObjectId = main.id)) AND ( ObjectCustomFieldValues_3.CustomField = CustomFields_2.id) AND ( (ObjectCustomFieldValues_3.Disabled = '0')) AND ( (ObjectCustomFieldValues_3.ObjectType = 'RT::Ticket'))) WHERE ((CustomFields_2.name = 'Tournummer')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ((main.name = 'Tournummer')) AND ( ( (main.Queue = '5') ) AND ( ( (ObjectCustomFieldValues_3.Content = '03376') ) OR ( (ObjectCustomFieldValues_3.Content = '03361') ) ) AND ( (main.Status = 'new')OR(main.Status = 'open')Or(main.Status = 'stalled')OR(main.Status = 'resolved') ) ) ORDER, referer: http://astdev.int.kn/Sendungen/index.html This looks strange, i don't understand a word... argh... Torsten Rangarajan Radhakrishnan schrieb: > In SearchBuilder.pm, inside "sub _DoSearch" you can use: > print STDERR "RR: SearchBuilder.pm: _DoSearch: QueryString is: > $QueryString\n"; > > (right after the statement "my $QueryString = > $self->BuildSelectQuery();") > > When you do this queries against the database will result in the > query getting printed in apache error_log (please check your apache > config if you are unsure about location and naming of error log). > > For adding this debug statement, you may have to interact with your > sys admin if your DBIx::SearchBuilder was installed by your sys admin > and you don't have write privileges. Hope this helps. > > Torsten Brumm wrote: > >> Hi Rangarajan, >> >> I'm using Mysql 4.12, i have also tried to update DBIxSearchbuilder >> from the old version to the newest, same result. >> >> > If you can, you may want to print out the query that is being >> generated by putting some debug statement in DBIx::SearchBuilder. And >> see if it runs against the database you are using. >> >> How can i do this? Now idea at this moment. >> >> Thanks >> >> Torsten >> >> PS: The problem looks similar to yours. i also have tried this with >> 3.6pre1, same result. >> >> >> Rangarajan Radhakrishnan schrieb: >> >>> >>> Torsten Brumm wrote: >>> >>>> Hi RT Users, >>>> >>>> I think, i found a bug, or i'm too dumb. >>>> >>>> I'm trying the following query (from within a website, but also >>>> occurs from the Query Builder) >>>> >>>> ( Queue = 'GAI_ABF_NW' ) AND ( 'CF.{Tournummer}' = '03376' OR >>>> 'CF.{Tournummer}' = '03361' ) AND ( Status = 'new' OR Status = >>>> 'open' Or Status = 'stalled' OR Status = 'resolved') >>>> >>>> In this Query, CF.{Tournummer} is a normal Custom field. >>>> >>>> If i fire this Query i get the following error: >>>> >>>> [Mon May 08 13:00:45 2006] [error] [client 10.63.253.97] FastCGI: >>>> server "/opt/rt3/bin/mason_handler.fcgi" stderr: >>>> \tHTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x9dec5d8)', >>>> 'HASH(0x9f06f28)') called at >>>> /usr/lib/perl5/vendor_perl/5.8.6/HTML/Mason/CGIHandler.pm line 73, >>>> referer: http://astdev.int.kn/Sendungen/index.html >>>> >>>> I'm running RT 3.5.6 on Fedora Core: >>>> >>>> Perl v5.8.6 under linux >>>> 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 v2.06; >>>> Benchmark v1.06; >>>> bytes v1.01; >>>> Cache::Simple::TimedExpiry v0.23; >>>> capitalization v0.03; >>>> Carp v1.03; >>>> CGI v3.10; >>>> CGI::Cookie v1.25; >>>> 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 v3.01; >>>> Data::Dumper v2.121_02; >>>> Date::Format v2.22; >>>> Date::Parse v2.27; >>>> DBD::mysql v2.9007; >>>> DBI v1.48; >>>> DBIx::SearchBuilder v1.38; >>>> DBIx::SearchBuilder::Union v0; >>>> DBIx::SearchBuilder::Unique v0.01; >>>> Devel::StackTrace v1.12; >>>> Devel::StackTraceFrame v0.6; >>>> Devel::Symdump v2.03; >>>> Digest::base v1.00; >>>> Digest::MD5 v2.33; >>>> DynaLoader v1.05; >>>> Encode v2.08; >>>> Encode::Alias v2.02; >>>> Encode::Config v2.00; >>>> Encode::Encoding v2.02; >>>> Errno v1.09; >>>> Exception::Class v1.21; >>>> 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 v3.01; >>>> File::Spec::Unix v1.5; >>>> File::Temp v0.14; >>>> FileHandle v2.01; >>>> HTML::Entities v1.29; >>>> HTML::Mason v1.3101; >>>> 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 v3.45; >>>> HTML::Scrubber v0.08; >>>> I18N::LangTags v0.35; >>>> 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 v1.14; >>>> locale v1.00; >>>> 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::Output v1.26; >>>> Log::Dispatch::Screen v1.17; >>>> Log::Dispatch::Syslog v1.18; >>>> Mail::Address v1.67; >>>> Mail::Field v1.67; >>>> Mail::Field::AddrList v1.67; >>>> Mail::Field::Date v1.67; >>>> Mail::Header v1.67; >>>> Mail::Internet v1.67; >>>> MIME::Base64 v3.05; >>>> MIME::Body v5.417; >>>> MIME::Decoder v5.417; >>>> MIME::Entity v5.417; >>>> MIME::Field::ContDisp v5.417; >>>> MIME::Field::ConTraEnc v5.417; >>>> MIME::Field::ContType v5.417; >>>> MIME::Field::ParamVal v5.417; >>>> MIME::Head v5.417; >>>> MIME::Parser v5.417; >>>> MIME::QuotedPrint v3.03; >>>> MIME::Tools v5.417; >>>> MIME::Words v5.417; >>>> Module::Refresh v0.08; >>>> Module::Versions::Report v1.02; >>>> overload v1.02; >>>> Params::Validate v0.78; >>>> POSIX v1.08; >>>> re v0.04; >>>> Regexp::Common v2.120; >>>> Regexp::Common::delimited v2.104; >>>> RT v3.5.6; >>>> RT::Interface::Email v1.02; >>>> Scalar::Util v1.14; >>>> SelectSaver v1.00; >>>> Socket v1.77; >>>> Storable v2.13; >>>> strict v1.03; >>>> Symbol v1.05; >>>> Sys::Hostname v1.11; >>>> Sys::Syslog v0.08; >>>> 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 v1.65; >>>> Time::JulianDay v2003.1125; >>>> Time::Local v1.1; >>>> Time::ParseDate v2003.1126; >>>> Time::Timezone v2003.0211; >>>> Time::Zone v2.22; >>>> utf8 v1.04; >>>> vars v1.01; >>>> warnings v1.03; >>>> warnings::register v1.00; >>>> XSLoader v0.02; >>>> >>>> Any Ideas or hints??? >>>> >>>> Thanks >>>> >>>> Torsten >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly >>>> Media. Buy a copy at http://rtbook.bestpractical.com >>>> >>>> >>>> We're hiring! Come hack Perl for Best Practical: >>>> http://bestpractical.com/about/jobs.html >>>> >>> I think I had come across the same problem using 3.6.0pre0. Seems to >>> happen when the same custom field is involved in more than one >>> clause in the query. Please see: >>> http://lists.bestpractical.com/pipermail/rt-users/2006-May/039046.html >>> >>> I haven't had a chance to dig deeper to fix this. >>> >>> If you can, you may want to print out the query that is being >>> generated by putting some debug statement in DBIx::SearchBuilder. >>> And see if it runs against the database you are using. What database >>> are you using? >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >>> >>> We're hiring! Come hack Perl for Best Practical: >>> http://bestpractical.com/about/jobs.html >> >> >> From barnesaw at ucrwcu.rwc.uc.edu Mon May 8 10:53:45 2006 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Mon, 08 May 2006 10:53:45 -0400 Subject: [rt-users] reminders for tickets In-Reply-To: References: Message-ID: <445F5B79.7020706@ucrwcu.rwc.uc.edu> You're redefining variables that are already defined. Does the unmodified for local install version of rt-remind.pm work? If so, you botched the mods on your local. Jay Vlavianos wrote: > > Greetings. I dropped this one in here a couple days ago to no > response. Thought I would try again, as I cant imagine that I am the > only person who wants to have people reminded that they have tickets J > > I am running rt-remind.pm (modified for local install) seems to fail > on the following 4 lines (on other overlays?) when I run it from the > command line. Has anyone experienced this before? > > Errors: > > "my" variable $id masks earlier declaration in same scope at > RT/CustomField_Overlay.pm line 879. > > "my" variable $id masks earlier declaration in same scope at > RT/CustomField_Overlay.pm line 914. > > "my" variable $msg masks earlier declaration in same scope at > RT/Ticket_Overlay.pm line 3021. > > "my" variable $groupmembers masks earlier declaration in same scope at > RT/Tickets_Overlay.pm line 921. > > Thanks, > > -Jay > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From jesse at bestpractical.com Mon May 8 11:25:38 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 8 May 2006 11:25:38 -0400 Subject: [rt-users] Quick Ticket Creation Box - and code to change passwords back to md5 base 64 In-Reply-To: <20060508135828.68273.qmail@web52905.mail.yahoo.com> References: <445F4878.7050605@brummix.de> <20060508135828.68273.qmail@web52905.mail.yahoo.com> Message-ID: <20060508152538.GP24532@bestpractical.com> On Mon, May 08, 2006 at 06:58:28AM -0700, Winn Johnston wrote: > hello all, > > I have up graded to RT 3.4.5, everything seems to be working just fine. Except for the Quick Ticket Creation Box on the main page. After using the Quick Create ticket option, the ticket is never created. Using the long form it works. Am i missing an option that needs to be turned on in one of the configuration files? Thanks in advance. That should "just work." Is anything showing up in RT's logs? From amit.poddar at yale.edu Mon May 8 11:56:45 2006 From: amit.poddar at yale.edu (amit.poddar at yale.edu) Date: Mon, 08 May 2006 11:56:45 -0400 Subject: [rt-users] User customfields not showing up in the user form Message-ID: <20060508115645.puiyva8k08cs0sg4@www.mail.yale.edu> Hi, I have created customfiedls which applies to Users. Since RT 3.4.5 allows us to create custom fields which apply to users or groups. But the custom field does not show up in the user form. There is a place in the user form to show the user custom fields but it is alway empty. I checked in the code. It seems that the code is trying to join CustomFields and ObjectCustomFields to get back a row which applies to the user in the form. But from the code it seems that a row in ObjectCustomFields is only created for Ticket customfields and not user and group customfields, and it is only created for ticket customfields when a queue is selected in "Applies To" form. But Applies to does not come up for the user custom fields. When I put a row in ObjectCustomFields with Object Id 0 (apply to all users) then I can see the customfield in the user form. Could someone please clarify why is a row not created in ObjectCustomFields for the user custom fields/or shouldnt' there be a applies to form for user custom fields so that we can select which user does the customfield applies to ? thanks amit From ESchultz at corp.untd.com Mon May 8 12:12:43 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Mon, 8 May 2006 09:12:43 -0700 Subject: [rt-users] Images in Tickets Message-ID: <5613F89D78D2F545A40423EBA5535C300F30DEB3@LAXEVS01.lax.corp.int.untd.com> I commented out this section of code in /share/html/Ticket/Elements/ShowTransactionAttachments: # elsif ( $message->ContentType =~ /^image\//i ) { # $m->out('' ); # } Hope this helps! Eric Schultz United Online ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nick Metrowsky Sent: Monday, May 08, 2006 6:54 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Images in Tickets Hi Everyone, Once in a while we receive SPAM into our ticket queues, with embedded images. Is there a way to configure Request Tracker to not display the images when a ticket it viewed? Attachments can only be viewed when one click on a link; is it possible for images as well? 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 ------------------------------------------------------------------------ --------- From brendanarnold at gmail.com Mon May 8 12:34:22 2006 From: brendanarnold at gmail.com (Brendan Arnold) Date: Mon, 8 May 2006 17:34:22 +0100 Subject: [rt-users] Lack of trailing slash causing porblems in IE In-Reply-To: <589c94400604281433h4eeec5a8p8ea1746bdca81723@mail.gmail.com> References: <5ed41c130604201102l5674de49of1f27a568ea19daa@mail.gmail.com> <20060421153647.GH24532@bestpractical.com> <589c94400604210912j40656e1cxf9de8c05a02ac515@mail.gmail.com> <5ed41c130604270546l3660a2a0r33c0423b607a120a@mail.gmail.com> <589c94400604271410n7c85069bjbb7120c01e6d205d@mail.gmail.com> <5ed41c130604280654q5f383202if164ab7aee3cc94f@mail.gmail.com> <589c94400604281433h4eeec5a8p8ea1746bdca81723@mail.gmail.com> Message-ID: <5ed41c130605080934o46e188b9v393f06f71acf884a@mail.gmail.com> Hi again, I still have the problem. I have found out some more information though. After checking the logs it seems that IE, when submitting the form info, actually does not generate a log entry. Also the 'Page cannot be found' error appears almost immediately which gives me the impression that IE does not even attempt to connect to the server before it gives the error. It also seems to happen more often if you wait about 60 seconds or more before submitting the form. Does anyone else have this problem as it is driving me crazy! Regards, Brendan On 4/28/06, Ruslan Zakirov wrote: > The first variant of the settings is correct. > > On 4/28/06, Brendan Arnold wrote: > > OK I have set ScriptAlias as suggested, although the problems still > > persist on occasion. > > > > The Web* vars from RT_SiteConfig are as follows, > > > > Set($WebPath , "/rt"); > > Set($WebBaseURL , "https://example.com"); > > Set($WebURL , $WebBaseURL . $WebPath . "/"); > > > > Should this be instead... > > > > Set($WebPath , "/rt/"); > > Set($WebBaseURL , "https://example.com"); > > Set($WebURL , $WebBaseURL . $WebPath); > > > > Regards, > > > > Brendan > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 meier at fuh.de Mon May 8 12:38:36 2006 From: meier at fuh.de (Matthias Meier) Date: Mon, 08 May 2006 18:38:36 +0200 Subject: [rt-users] Edit Ticket Message-ID: <445F740C.1000301@fuh.de> Hello is it posible to edit an existing ticket? (i.E if there is a mistake in spelling) Thanks for all help, Matthias -- _______________________________________________ Matthias Meier Fornoff und Heintzenberg GmbH Consulting, DV-Systeme, Dienstleistungen Hauptstr. 4, D-79224 Umkirch Tel +49 7665 937-0, Fax -150 From ESchultz at corp.untd.com Mon May 8 12:46:09 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Mon, 8 May 2006 09:46:09 -0700 Subject: [rt-users] Edit Ticket Message-ID: <5613F89D78D2F545A40423EBA5535C300F30DF47@LAXEVS01.lax.corp.int.untd.com> > is it posible to edit an existing ticket? > > (i.E if there is a mistake in spelling) > > Thanks for all help, > > Matthias Sure, if you edit the information the database :-) Here's the query I use to get the right rows out of the database: SELECT * FROM attachments WHERE transactionid IN (SELECT id FROM transactions WHERE objectid = $ticket) AND contenttype = 'text/plain' I actually have a script that wraps around this query display each piece of content one piece at a time in an editing session, and if the temp file changes on disk that I used for this, then I update the information for that "attachment" in the database. This is useful for when someone accidentally puts sensitive information in a ticket, like a password. I don't fix content for typoes, else I'd be doing nothing else all day :-) Eric Schultz United Online From nathalie.gagnon at amisco.com Mon May 8 15:14:29 2006 From: nathalie.gagnon at amisco.com (Nathalie Gagnon) Date: Mon, 8 May 2006 15:14:29 -0400 Subject: [rt-users] User customfields not showing up in the user form Message-ID: <23954218A637D211AEF90060943F185E018FEAC3@mail.amisco.com> Hi amit, It's not necessary to modify code. Into wed page of RT, verify if you selected your custom field into Configuration-global-custom field-users. After that, you grant rights to see or modify this custom field to users or groups you want to. I hope it will help you ! Take care! Nat Nathalie Gagnon Programmeure Les Industries Amisco Lt?e L'Islet QC, G0R 2C0 nathalie.gagnon at amisco.com > -----Message d'origine----- > De: amit.poddar at yale.edu [SMTP:amit.poddar at yale.edu] > Date: 8 mai, 2006 11:57 > ?: rt-users at lists.bestpractical.com > Objet: [rt-users] User customfields not showing up in the user form > > Hi, > > I have created customfiedls which applies to Users. Since RT 3.4.5 allows > us to > create custom fields which apply to users or groups. > > But the custom field does not show up in the user form. There is a place > in the > user form to show the user custom fields but it is alway empty. > > I checked in the code. It seems that the code is trying to join > CustomFields and > ObjectCustomFields to get back a row which applies to the user in the > form. > > But from the code it seems that a row in ObjectCustomFields is only > created for > Ticket customfields and not user and group customfields, and it is only > created > for ticket customfields when a queue is selected in "Applies To" form. But > Applies to does not come up for the user custom fields. > > When I put a row in ObjectCustomFields with Object Id 0 (apply to all > users) > then I can see the customfield in the user form. > > Could someone please clarify why is a row not created in > ObjectCustomFields for > the user custom fields/or shouldnt' there be a applies to form for user > custom > fields so that we can select which user does the customfield applies to ? > > thanks > amit > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 rangarajan.radhakrishnan at bms.com Mon May 8 15:19:50 2006 From: rangarajan.radhakrishnan at bms.com (Rangarajan Radhakrishnan) Date: Mon, 08 May 2006 15:19:50 -0400 Subject: [rt-users] A bug? Searchbuilder? In-Reply-To: <445F55CD.6080009@brummix.de> References: <445F2F32.2020906@brummix.de> <445F3E40.1090300@bms.com> <445F4878.7050605@brummix.de> <445F4C8D.9090200@bms.com> <445F55CD.6080009@brummix.de> Message-ID: <445F99D6.6030704@bms.com> Appears that the problem is happening because of presence of "main.name = 'Tournummer'". The problem happens because "main" is an alias for Tickets table and the Tickets table has no column called "name". What you run this SELECT query against the database (I deal with oracle, you with MySQL) you are going to get some error: Try running the following against your DB: SELECT DISTINCT main.* FROM (((Tickets main LEFT JOIN ObjectCustomFields ObjectCustomFields_1 ON ( ObjectCustomFields_1.ObjectId = main.Queue)) LEFT JOIN CustomFields CustomFields_2 ON ( CustomFields_2.id = ObjectCustomFields_1.CustomField)) LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_3 ON ((ObjectCustomFieldValues_3.ObjectId = main.id)) AND ( ObjectCustomFieldValues_3.CustomField = CustomFields_2.id) AND ( (ObjectCustomFieldValues_3.Disabled = '0')) AND ( (ObjectCustomFieldValues_3.ObjectType = 'RT::Ticket'))) WHERE ((CustomFields_2.name = 'Tournummer')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ((main.name = 'Tournummer')) AND ( ( (main.Queue = '5') ) AND ( ( (ObjectCustomFieldValues_3.Content = '03376') ) OR ( (ObjectCustomFieldValues_3.Content = '03361') ) ) AND ( (main.Status = 'new')OR(main.Status = 'open')Or(main.Status = 'stalled')OR(main.Status = 'resolved') ) ) The trouble is that we need to spend a lot more time trying to figure out whether its a problem with DBIx::SearchBuilder or the code calling it. Hopefully, somebody who knows will read our posts.... Torsten Brumm wrote: > Hi Rangarajan, > > Here is the Output at the error log: > > [Mon May 08 16:26:20 2006] [error] [client 10.63.253.97] FastCGI: > server "/opt/rt3/bin/mason_handler.fcgi" stderr: RR: SearchBuilder.pm: > _DoSearch: QueryString is: SELECT DISTINCT main.* FROM (GroupMembers > main LEFT JOIN Groups Groups_1 ON ( Groups_1.id = main.GroupId)) > WHERE ((Groups_1.Domain = 'SystemInternal')OR(Groups_1.Domain = > 'UserDefined')) AND ((main.MemberId = '225')) ORDER BY > Groups_1.Domain ASC, Groups_1.Name ASC , referer: > http://astdev.int.kn/Sendungen/index.html > > [Mon May 08 16:26:20 2006] [error] [client 10.63.253.97] FastCGI: > server "/opt/rt3/bin/mason_handler.fcgi" stderr: RR: SearchBuilder.pm: > _DoSearch: QueryString is: SELECT DISTINCT main.* FROM (((Tickets > main LEFT JOIN ObjectCustomFields ObjectCustomFields_1 ON ( > ObjectCustomFields_1.ObjectId = main.Queue)) LEFT JOIN CustomFields > CustomFields_2 ON ( CustomFields_2.id = > ObjectCustomFields_1.CustomField)) LEFT JOIN ObjectCustomFieldValues > ObjectCustomFieldValues_3 ON ((ObjectCustomFieldValues_3.ObjectId = > main.id)) AND ( ObjectCustomFieldValues_3.CustomField = > CustomFields_2.id) AND ( (ObjectCustomFieldValues_3.Disabled = '0')) > AND ( (ObjectCustomFieldValues_3.ObjectType = 'RT::Ticket'))) WHERE > ((CustomFields_2.name = 'Tournummer')) AND ((main.EffectiveId = > main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = > 'ticket')) AND ((main.name = 'Tournummer')) AND ( ( (main.Queue = '5') > ) AND ( ( (ObjectCustomFieldValues_3.Content = '03376') ) OR ( > (ObjectCustomFieldValues_3.Content = '03361') ) ) AND ( (main.Status > = 'new')OR(main.Status = 'open')Or(main.Status = > 'stalled')OR(main.Status = 'resolved') ) ) ORDER, referer: > http://astdev.int.kn/Sendungen/index.html > > This looks strange, i don't understand a word... argh... > > Torsten > > Rangarajan Radhakrishnan schrieb: > >> In SearchBuilder.pm, inside "sub _DoSearch" you can use: >> print STDERR "RR: SearchBuilder.pm: _DoSearch: QueryString is: >> $QueryString\n"; >> >> (right after the statement "my $QueryString = >> $self->BuildSelectQuery();") >> >> When you do this queries against the database will result in the >> query getting printed in apache error_log (please check your apache >> config if you are unsure about location and naming of error log). >> >> For adding this debug statement, you may have to interact with your >> sys admin if your DBIx::SearchBuilder was installed by your sys admin >> and you don't have write privileges. Hope this helps. >> >> Torsten Brumm wrote: >> >>> Hi Rangarajan, >>> >>> I'm using Mysql 4.12, i have also tried to update DBIxSearchbuilder >>> from the old version to the newest, same result. >>> >>> > If you can, you may want to print out the query that is being >>> generated by putting some debug statement in DBIx::SearchBuilder. >>> And see if it runs against the database you are using. >>> >>> How can i do this? Now idea at this moment. >>> >>> Thanks >>> >>> Torsten >>> >>> PS: The problem looks similar to yours. i also have tried this with >>> 3.6pre1, same result. >>> >>> >>> Rangarajan Radhakrishnan schrieb: >>> >>>> >>>> Torsten Brumm wrote: >>>> >>>>> Hi RT Users, >>>>> >>>>> I think, i found a bug, or i'm too dumb. >>>>> >>>>> I'm trying the following query (from within a website, but also >>>>> occurs from the Query Builder) >>>>> >>>>> ( Queue = 'GAI_ABF_NW' ) AND ( 'CF.{Tournummer}' = '03376' OR >>>>> 'CF.{Tournummer}' = '03361' ) AND ( Status = 'new' OR Status = >>>>> 'open' Or Status = 'stalled' OR Status = 'resolved') >>>>> >>>>> In this Query, CF.{Tournummer} is a normal Custom field. >>>>> >>>>> If i fire this Query i get the following error: >>>>> >>>>> [Mon May 08 13:00:45 2006] [error] [client 10.63.253.97] FastCGI: >>>>> server "/opt/rt3/bin/mason_handler.fcgi" stderr: >>>>> \tHTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x9dec5d8)', >>>>> 'HASH(0x9f06f28)') called at >>>>> /usr/lib/perl5/vendor_perl/5.8.6/HTML/Mason/CGIHandler.pm line 73, >>>>> referer: http://astdev.int.kn/Sendungen/index.html >>>>> >>>>> I'm running RT 3.5.6 on Fedora Core: >>>>> >>>>> Perl v5.8.6 under linux >>>>> 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 v2.06; >>>>> Benchmark v1.06; >>>>> bytes v1.01; >>>>> Cache::Simple::TimedExpiry v0.23; >>>>> capitalization v0.03; >>>>> Carp v1.03; >>>>> CGI v3.10; >>>>> CGI::Cookie v1.25; >>>>> 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 v3.01; >>>>> Data::Dumper v2.121_02; >>>>> Date::Format v2.22; >>>>> Date::Parse v2.27; >>>>> DBD::mysql v2.9007; >>>>> DBI v1.48; >>>>> DBIx::SearchBuilder v1.38; >>>>> DBIx::SearchBuilder::Union v0; >>>>> DBIx::SearchBuilder::Unique v0.01; >>>>> Devel::StackTrace v1.12; >>>>> Devel::StackTraceFrame v0.6; >>>>> Devel::Symdump v2.03; >>>>> Digest::base v1.00; >>>>> Digest::MD5 v2.33; >>>>> DynaLoader v1.05; >>>>> Encode v2.08; >>>>> Encode::Alias v2.02; >>>>> Encode::Config v2.00; >>>>> Encode::Encoding v2.02; >>>>> Errno v1.09; >>>>> Exception::Class v1.21; >>>>> 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 v3.01; >>>>> File::Spec::Unix v1.5; >>>>> File::Temp v0.14; >>>>> FileHandle v2.01; >>>>> HTML::Entities v1.29; >>>>> HTML::Mason v1.3101; >>>>> 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 v3.45; >>>>> HTML::Scrubber v0.08; >>>>> I18N::LangTags v0.35; >>>>> 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 v1.14; >>>>> locale v1.00; >>>>> 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::Output v1.26; >>>>> Log::Dispatch::Screen v1.17; >>>>> Log::Dispatch::Syslog v1.18; >>>>> Mail::Address v1.67; >>>>> Mail::Field v1.67; >>>>> Mail::Field::AddrList v1.67; >>>>> Mail::Field::Date v1.67; >>>>> Mail::Header v1.67; >>>>> Mail::Internet v1.67; >>>>> MIME::Base64 v3.05; >>>>> MIME::Body v5.417; >>>>> MIME::Decoder v5.417; >>>>> MIME::Entity v5.417; >>>>> MIME::Field::ContDisp v5.417; >>>>> MIME::Field::ConTraEnc v5.417; >>>>> MIME::Field::ContType v5.417; >>>>> MIME::Field::ParamVal v5.417; >>>>> MIME::Head v5.417; >>>>> MIME::Parser v5.417; >>>>> MIME::QuotedPrint v3.03; >>>>> MIME::Tools v5.417; >>>>> MIME::Words v5.417; >>>>> Module::Refresh v0.08; >>>>> Module::Versions::Report v1.02; >>>>> overload v1.02; >>>>> Params::Validate v0.78; >>>>> POSIX v1.08; >>>>> re v0.04; >>>>> Regexp::Common v2.120; >>>>> Regexp::Common::delimited v2.104; >>>>> RT v3.5.6; >>>>> RT::Interface::Email v1.02; >>>>> Scalar::Util v1.14; >>>>> SelectSaver v1.00; >>>>> Socket v1.77; >>>>> Storable v2.13; >>>>> strict v1.03; >>>>> Symbol v1.05; >>>>> Sys::Hostname v1.11; >>>>> Sys::Syslog v0.08; >>>>> 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 v1.65; >>>>> Time::JulianDay v2003.1125; >>>>> Time::Local v1.1; >>>>> Time::ParseDate v2003.1126; >>>>> Time::Timezone v2003.0211; >>>>> Time::Zone v2.22; >>>>> utf8 v1.04; >>>>> vars v1.01; >>>>> warnings v1.03; >>>>> warnings::register v1.00; >>>>> XSLoader v0.02; >>>>> >>>>> Any Ideas or hints??? >>>>> >>>>> Thanks >>>>> >>>>> Torsten >>>>> _______________________________________________ >>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>> >>>>> Community help: http://wiki.bestpractical.com >>>>> Commercial support: sales at bestpractical.com >>>>> >>>>> >>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly >>>>> Media. Buy a copy at http://rtbook.bestpractical.com >>>>> >>>>> >>>>> We're hiring! Come hack Perl for Best Practical: >>>>> http://bestpractical.com/about/jobs.html >>>>> >>>> I think I had come across the same problem using 3.6.0pre0. Seems >>>> to happen when the same custom field is involved in more than one >>>> clause in the query. Please see: >>>> http://lists.bestpractical.com/pipermail/rt-users/2006-May/039046.html >>>> >>>> I haven't had a chance to dig deeper to fix this. >>>> >>>> If you can, you may want to print out the query that is being >>>> generated by putting some debug statement in DBIx::SearchBuilder. >>>> And see if it runs against the database you are using. What >>>> database are you using? >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly >>>> 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 amit.poddar at yale.edu Mon May 8 15:25:37 2006 From: amit.poddar at yale.edu (amit.poddar at yale.edu) Date: Mon, 08 May 2006 15:25:37 -0400 Subject: [rt-users] User customfields not showing up in the user form In-Reply-To: <23954218A637D211AEF90060943F185E018FEAC3@mail.amisco.com> References: <23954218A637D211AEF90060943F185E018FEAC3@mail.amisco.com> Message-ID: <20060508152537.pbhzt1864g0cc0kw@www.mail.yale.edu> thanks Quoting Nathalie Gagnon : > > Hi amit, > > It's not necessary to modify code. > Into wed page of RT, verify if you selected your custom field into > Configuration-global-custom field-users. > After that, you grant rights to see or modify this custom field to users or > groups you want to. > > I hope it will help you ! > > Take care! > > Nat > > > Nathalie Gagnon > Programmeure > Les Industries Amisco Lt?e > L'Islet QC, G0R 2C0 > nathalie.gagnon at amisco.com > > > >> -----Message d'origine----- >> De: amit.poddar at yale.edu [SMTP:amit.poddar at yale.edu] >> Date: 8 mai, 2006 11:57 >> ?: rt-users at lists.bestpractical.com >> Objet: [rt-users] User customfields not showing up in the user form >> >> Hi, >> >> I have created customfiedls which applies to Users. Since RT 3.4.5 allows >> us to >> create custom fields which apply to users or groups. >> >> But the custom field does not show up in the user form. There is a place >> in the >> user form to show the user custom fields but it is alway empty. >> >> I checked in the code. It seems that the code is trying to join >> CustomFields and >> ObjectCustomFields to get back a row which applies to the user in the >> form. >> >> But from the code it seems that a row in ObjectCustomFields is only >> created for >> Ticket customfields and not user and group customfields, and it is only >> created >> for ticket customfields when a queue is selected in "Applies To" form. But >> Applies to does not come up for the user custom fields. >> >> When I put a row in ObjectCustomFields with Object Id 0 (apply to all >> users) >> then I can see the customfield in the user form. >> >> Could someone please clarify why is a row not created in >> ObjectCustomFields for >> the user custom fields/or shouldnt' there be a applies to form for user >> custom >> fields so that we can select which user does the customfield applies to ? >> >> thanks >> amit >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly 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 klusk at brit.com Mon May 8 15:59:26 2006 From: klusk at brit.com (Kristopher Lusk) Date: Mon, 8 May 2006 14:59:26 -0500 Subject: [rt-users] Distinguish between the comments in ticket In-Reply-To: <20060508141537.19EDCA3AE3@mail.brit.com> Message-ID: <20060508195904.594B0A3AE4@mail.brit.com> Hi again List, So, has this one been asked before? Oh, and I am running v. 3.2.2. Also, can someone provide me with a link to the/a searchable archive? Thanks, Kristopher _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kristopher Lusk Sent: Monday, May 08, 2006 9:15 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Distinguish between the comments in ticket Is there is a way to color code the different comments in the RT ticket system? For example, if you want Customer Comments to appear differently than your Own (in-house) Comments, how could we accomplish this? -------------- next part -------------- An HTML attachment was scrubbed... URL: From ESchultz at corp.untd.com Mon May 8 16:05:35 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Mon, 8 May 2006 13:05:35 -0700 Subject: [rt-users] Distinguish between the comments in ticket Message-ID: <5613F89D78D2F545A40423EBA5535C300F30E2BB@LAXEVS01.lax.corp.int.untd.com> Searchable archive: http://lists.bestpractical.com/search.html Eric Schultz United Online ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kristopher Lusk Sent: Monday, May 08, 2006 12:59 PM To: 'Kristopher Lusk'; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Distinguish between the comments in ticket Hi again List, So, has this one been asked before? Oh, and I am running v. 3.2.2. Also, can someone provide me with a link to the/a searchable archive? Thanks, Kristopher ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kristopher Lusk Sent: Monday, May 08, 2006 9:15 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Distinguish between the comments in ticket Is there is a way to color code the different comments in the RT ticket system? For example, if you want Customer Comments to appear differently than your Own (in-house) Comments, how could we accomplish this? -------------- next part -------------- An HTML attachment was scrubbed... URL: From sebastian at switching.com.ar Mon May 8 16:04:48 2006 From: sebastian at switching.com.ar (Sebastian Suarez) Date: Mon, 8 May 2006 17:04:48 -0300 Subject: [rt-users] Fetchmail start-up on system boot Message-ID: <00ab01c672da$a9a9eac0$7e40fea9@SEBASTIAN> Guys, I as able to manage throw the configuration of fetchmail in order to poll my queue emails from my email Server. I create an account, set the .fetchmailrc and so. When starting the service (# /usr/bin/fetchmail) the app works fine. As finishing the job I wanted to add fetchmail to run when the system boots, so when to the /etc/rc.local and add the line /usr/bin/fetchmail. Unfortunatly this isn't working. Anyone run throw the same problem/mistake?? Many Thanks Sebastian.- -------------- next part -------------- An HTML attachment was scrubbed... URL: From wcatlan at doar.com Mon May 8 17:10:45 2006 From: wcatlan at doar.com (William Catlan) Date: Mon, 8 May 2006 17:10:45 -0400 Subject: [rt-users] Cannot assign ticket Message-ID: <4320635C545E4948B79284BEF97AA20B05252B05@email.LawTech.ad.doar.com> Kenn, I appreciate the confirmation that the feature works. I have tried a number of different ways, including the more granular use of permissions at the queue level. Can you share the exact permissions you give to a group to allow them to assign an owner to a ticket using People -> Owner driop down, as well as the exact permissions you give to a group to allow them to be assigned a ticket? I think I've tried all reasonable configurations, and it is not working for me. My version of RT is 3.4.5 ... what version are you running? Thanks, Bill -----Original Message----- From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] Sent: Friday, May 05, 2006 2:21 PM To: William Catlan Cc: Ruslan Zakirov; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Cannot assign ticket William Catlan wrote: >> 3.6. Assigning a Ticket >> >> Tickets can have an owner-the user responsible for working on the >> > ticket or > >> for coordinating the work. To assign a ticket to someone, go to the >> > People > >> form from the ticket display page, and select the user from the Owner >> drop-down list, as shown in Figure 3-7. This list contains the >> > usernames of > >> all the users allowed to own tickets in the ticket's current queue. >> >> I try this, and only "Nobody" appears as an option. >> > Grant right OwnTicket to groups/users who should be able to OwnTicket. > http://wiki.bestpractical.com/?OwnTicket > > Thanks Ruslan. Of course, I did grant that right to a group, at both > the Queue and Global levels, along with SeeQueue, but I still could not > assign a ticket to someone in the group. > > I am hoping that someone will confirm this is a bug, or show me > something I missed. > > Bill > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > > Bill, If you already have a group with the correct permissions to see a ticket (seeQueue, SeeTicket, etc.) for a specific Queue, why in the world do you also grant any global rights at all? The whole point of making a Queue have group specific rights allows much more specific de-bugging when it comes to problems like this,. I think too many users of RT use the "shotgun" approach to granting rights and privileges. GLobal stuff just might be negateing any Queue specific group rights. It's almost like a programmer who isnb't sure he checked for something in his code so he puts the same code that does the checking all over the progrm. It's redundant and makes everything much more difficult to debug. I think you need to go back to the drawing board on rights and decide how to tighten up the rights by being specific, not global and then see what you get and debug from there. That is how ours is set up and we have 23 Queues (for individual IT software support groups ) and more than twice than many groups (1 group for technical support of an application and 1 group for the user - who get less rights). Plus, we have created an approval workflow that allows for a specific Queue to hande the review/approval/rejection process for several other Queues and ALL work and documentation stays with the original ticket number, even though the original ticket make be moved to different Queues. This cannot be done when you have a bunch of shotgun/global rights floating around. Hopes this concept helps. Kenn From tomw at bnl.gov Mon May 8 17:34:30 2006 From: tomw at bnl.gov (Tomasz Wlodek) Date: Mon, 8 May 2006 17:34:30 -0400 (EDT) Subject: [rt-users] How to delete users? In-Reply-To: <20060502205412.0E2A9A3AE5@mail.brit.com> References: <20060502205412.0E2A9A3AE5@mail.brit.com> Message-ID: Hi, Due to some testing I had to create several fake users in RT. Those users were never added to any group, ever posted anything, never created any ticket. Now I need to delete them. The manual says that you cannot delete users, only disable them. Well, I do not believe that I cannot do what I want. I want to delete them in order not to pollute databases with junk. I want to go to rt database, go to table Users and execute mysql delete command on those users. This will delete them. But is it enough? Is the user information cross referenced somehow from other tables? Those users did not do any activity, so they do not own any tickets, and the like. I assume that they do not appear in any tables but Users, but I would like to be sure. Tomasz Wlodek | tel 631-344-7448 Brookhaven Laboratory, Building 510M | fax 631-344-7616 Upton NY 11973-5000 | From shildreth at allantgroup.com Mon May 8 18:25:18 2006 From: shildreth at allantgroup.com (Scott T. Hildreth) Date: Mon, 08 May 2006 17:25:18 -0500 Subject: [rt-users] There is a podcast interview with Jesse.. Message-ID: <1147127118.95791.325.camel@scotth.emsphone.com> on http://www.perlcast.com - all about Jifty. Very interesting, check it out if haven't already. -- Scott T. Hildreth From rt3 at acerhomes.com Mon May 8 20:57:45 2006 From: rt3 at acerhomes.com (rt3 at acerhomes.com) Date: Tue, 9 May 2006 08:57:45 +0800 (PHT) Subject: [rt-users] Re: How to debug RT3 better In-Reply-To: <58B1112F0EEB7349AE14A0AA46F9CEC00137AB1C@szexchange.Shopzilla.inc> References: <58B1112F0EEB7349AE14A0AA46F9CEC00137AB1C@szexchange.Shopzilla.inc> Message-ID: <49539.210.16.74.93.1147136265.squirrel@mail.acerhomes.com> Hi Philip, Thanks for your response. My approval system was working when I'am still using 3.0.5. But after I upgraded to 3.4.5, this no longer works. I still tried your suggestion. I checked the permissions (even select everything) and reviewed the wiki. I checked the rt.log (full) and see nothing there. >> It's currently working except from the approval link which doesn't > show anything even I > selected pending, approved or denied, etc. > > One thing I found when implementing an Approvals system was that testing > is impossible without two user IDs. If you try to open a ticket needing > approval and try to approve it yourself etc., the RT mechanisms to > prevent viscious circle emails and spurious replies mess this up. Create > a test user to open tickets needing approval and if you're using the > GUI, log them in in a separate browser (I even used IE for the test user > and firefox for the approver because if you've every selected "remember > my password" or whatever in a broswer, it'll auto-log you in when you > click links in the GUI etc.). I could get nothing to appear in the > approvals section until I did this. Approvals is pretty tricky to set > up. You need lots of custom scrips and an idea of how you want it to > work. I have a system for it which may or may not be of use to people > which I can wikify if desireable. It took me a long time to make it work > but it's not complex once it's all working. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 May 8 20:56:04 2006 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 08 May 2006 17:56:04 -0700 Subject: [rt-users] Cannot assign ticket In-Reply-To: <4320635C545E4948B79284BEF97AA20B05252B05@email.LawTech.ad.doar.com> References: <4320635C545E4948B79284BEF97AA20B05252B05@email.LawTech.ad.doar.com> Message-ID: <445FE8A4.7060703@lbl.gov> William Catlan wrote: > Kenn, > > I appreciate the confirmation that the feature works. I have tried a > number of different ways, including the more granular use of permissions > at the queue level. > > Can you share the exact permissions you give to a group to allow them to > assign an owner to a ticket using People -> Owner driop down, as well as > the exact permissions you give to a group to allow them to be assigned > a ticket? > > I think I've tried all reasonable configurations, and it is not working > for me. My version of RT is 3.4.5 ... what version are you running? > > Thanks, > > Bill > > > -----Original Message----- > From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] > Sent: Friday, May 05, 2006 2:21 PM > To: William Catlan > Cc: Ruslan Zakirov; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Cannot assign ticket > > William Catlan wrote: > >>> 3.6. Assigning a Ticket >>> >>> Tickets can have an owner-the user responsible for working on the >>> >>> >> ticket or >> >> >>> for coordinating the work. To assign a ticket to someone, go to the >>> >>> >> People >> >> >>> form from the ticket display page, and select the user from the Owner >>> drop-down list, as shown in Figure 3-7. This list contains the >>> >>> >> usernames of >> >> >>> all the users allowed to own tickets in the ticket's current queue. >>> >>> I try this, and only "Nobody" appears as an option. >>> >>> >> Grant right OwnTicket to groups/users who should be able to OwnTicket. >> http://wiki.bestpractical.com/?OwnTicket >> >> Thanks Ruslan. Of course, I did grant that right to a group, at both >> the Queue and Global levels, along with SeeQueue, but I still could >> > not > >> assign a ticket to someone in the group. >> >> I am hoping that someone will confirm this is a bug, or show me >> something I missed. >> >> Bill >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> We're hiring! Come hack Perl for Best Practical: >> > http://bestpractical.com/about/jobs.html > >> >> > Bill, > > If you already have a group with the correct permissions to see > a ticket (seeQueue, SeeTicket, etc.) for a specific Queue, why in the > world do you also grant any global rights at all? The whole point of > making a Queue have group specific rights allows much more specific > de-bugging when it comes to problems like this,. I think too many users > of RT use the "shotgun" approach to granting rights and privileges. > GLobal stuff just might be negateing any Queue specific group rights. > It's almost like a programmer who isnb't sure he checked for something > in his code so he puts the same code that does the checking all over the > > progrm. It's redundant and makes everything much more difficult to > debug. I think you need to go back to the drawing board on rights and > decide how to tighten up the rights by being specific, not global and > then see what you get and debug from there. That is how ours is set up > and we have 23 Queues (for individual IT software support groups ) and > more than twice than many groups (1 group for technical support of an > application and 1 group for the user - who get less rights). Plus, we > have created an approval workflow that allows for a specific Queue to > hande the review/approval/rejection process for several other Queues and > > ALL work and documentation stays with the original ticket number, even > though the original ticket make be moved to different Queues. This > cannot be done when you have a bunch of shotgun/global rights floating > around. Hopes this concept helps. > > Kenn > > Will, This will take a bit of time to walk thru but, here goes. First, we create a Queue (meaningful name - of course). Someone who is a superuser must do this. Then we set up globally (for each person assigned as the AdminCC of said Queue) one roght only "SeeConfigTab". This allows the AdminCc to administrate his own Queue. We also set up globally for "everyone" all the CreateSavedSearch, EditSavedSearch, etc proviliges.). For global stuff, that's it. Now, create a group and name it for it's function pertaining to the Queue your going to give it rights to, ie. Queuename-Technicians, or Queuename-Support, Queuename-users. By creating groups, you save yourself the redundant effort of setting up individuals with the same rights to the same Queues. So. create a group. Then add some members. Remember, you can have any number of groups with different or the same rights to a Queue. Once you have created the group and populated it, give each group it's own set of priviliges as pertains to A single Queue. So you go into Configuration (the same superuser is doing this), then Queue, pick the Queue, then slip down to group rights (on the lefthand side of the screen) and click that. These rights all pertain to the Queue level only so we give everyone the right to see outgoing mail. Sometimes, depending on the group, we give privilidged user the right to create tickets (most of our Queue administrators don't want that. They want only specific groups to have that right). We don't allow unprivileged users anything. At the Role level (think of a role as a psuedo group) CC's are watchers (we give them seeQueue, seeTicket, ReplyToTicket, and Watch). Requestors are creators of tickets (we give them CreateTicket, if that hasn't been given to all privileged users, all of the CC stuff and maybe let them make or see comments, depending on if they are users or supporter or technicians). AdminCc gets it all except we don't let them create script or templates (we reserve that right for the System Administrator - keeps redundant scripts and stuff off the system). Then there are owners. We consider them the technicians or supports of a Queue so they get more rights as pertains their work (Comment on a ticket, create ticket, delete a ticket, own ticket, modify ticket, take a ticket and all the right given a requestor). Then, we grant a mix of rights to whatever groups we have created that will pertain to the Queue, just like we did with the roles (except, of course, the AdminCc). You can get a list of the rights and stuff on Wiki. I hope this help you figure it out. OH. Also, at the Queue level, we NEVER grant an individual ANY rights. Period. See ya. Kenn From rt3 at acerhomes.com Mon May 8 21:38:28 2006 From: rt3 at acerhomes.com (rt3 at acerhomes.com) Date: Tue, 9 May 2006 09:38:28 +0800 (PHT) Subject: [rt-users] Re: Request Tracker In-Reply-To: <4275CEDCBC07444194DF817B5C80FDD307E97E4D@OBERON.na.ndchealth.dom> References: <4275CEDCBC07444194DF817B5C80FDD307E97E4D@OBERON.na.ndchealth.dom> Message-ID: <49972.210.16.74.93.1147138708.squirrel@mail.acerhomes.com> Sorry, Craig. Im still stucked here. Philip Kine gave some points on approval but it doesn't work for me (Subject: How to debug RT better). You also try it and hopefully you give me feedback. TY > Hi, > > > > I saw your post on the Request Tracker mailing list regarding the > Approvals no longer showing up. I'm having the same problem after > upgrading. Did you ever get an answer? > > > > Thanks, > > > > Craig McDaniel > > Per-S?? Technologies > > > > This E-mail message is for the sole use of the intended recipient(s) and > may contain confidential and privileged information. Any unauthorized > review, use, disclosure or distribution is prohibited. If you are not the > intended recipient, please contact the sender by reply E-mail, and destroy > all copies of the original message. > From taan at cryologic.com Mon May 8 21:56:21 2006 From: taan at cryologic.com (taan) Date: Tue, 09 May 2006 11:56:21 +1000 Subject: [rt-users] Re: Request Tracker In-Reply-To: <49972.210.16.74.93.1147138708.squirrel@mail.acerhomes.com> References: <4275CEDCBC07444194DF817B5C80FDD307E97E4D@OBERON.na.ndchealth.dom> <49972.210.16.74.93.1147138708.squirrel@mail.acerhomes.com> Message-ID: <445FF6C5.1060200@cryologic.com> Make sure an owner is assigned to the approval ticket and that they have the correct ACLs. For some reason even though I give privileged users the required access I still had to assign appropriate ACL's on a per queue basis (ie to the Approval queue). Hope this helps. Taan rt3 at acerhomes.com wrote: > Sorry, Craig. Im still stucked here. Philip Kine gave some points > on approval but it doesn't work for me (Subject: How to debug RT > better). You also try it and hopefully you give me feedback. TY > >> Hi, >> >> >> >> I saw your post on the Request Tracker mailing list regarding the >> Approvals no longer showing up. I'm having the same problem after >> upgrading. Did you ever get an answer? From taan at cryologic.com Mon May 8 22:32:30 2006 From: taan at cryologic.com (taan) Date: Tue, 09 May 2006 12:32:30 +1000 Subject: [rt-users] editing the predefined search Message-ID: <445FFF3E.1080604@cryologic.com> Can someone please confirm that the only ACL that allows users to "edit the predefined search" via the "RT at glance" page is "SuperUser" thanks Taan From anthony at bondimaging.com Mon May 8 23:40:46 2006 From: anthony at bondimaging.com (Anthony Goddard) Date: Tue, 9 May 2006 13:40:46 +1000 Subject: [rt-users] ExtractCustomFieldValues Scrip Message-ID: Hi all, Does anyone have or know where I can find out more info on this scrip? Or some sort of a tutorial on how to use / install etc? I know I need the scrip if I want to extract the customer field values from forms submitted to RT, but I'm having trouble finding much info about the specifics... Regards, Anthony -------------- next part -------------- An HTML attachment was scrubbed... URL: From taan at cryologic.com Tue May 9 01:17:15 2006 From: taan at cryologic.com (taan) Date: Tue, 09 May 2006 15:17:15 +1000 Subject: [rt-users] Possible "My Tickets" bug Message-ID: <446025DB.3010603@cryologic.com> rt-3.6.0pre1 SearchBuilder-1.43 The default saved search for "My Tickets" is defined as: Owner = '__CurrentUser__' OR AdminCc.Name LIKE '__CurrentUser__' however '__CurrentUser__' is converted to the UserID number which is resolved for Owner but not for AdminCC.Name (even if "LIKE" is changed to "="). Taan From tob at brummix.de Tue May 9 04:55:52 2006 From: tob at brummix.de (Torsten Brumm) Date: Tue, 09 May 2006 10:55:52 +0200 Subject: [rt-users] ExtractCustomFieldValues Scrip In-Reply-To: References: Message-ID: <44605918.6070106@brummix.de> Hi Anthony, have a look onto the Site of Dirk Pape: http://page.mi.fu-berlin.de/~pape/rt3/ within this tgz file you have a very good readme. Torsten Anthony Goddard schrieb: > Hi all, > Does anyone have or know where I can find out more info on this scrip? > Or some sort of a tutorial on how to use / install etc? > I know I need the scrip if I want to extract the customer field values > from forms submitted to RT, but I'm having trouble finding much info > about the specifics... > > Regards, > Anthony > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 Tue May 9 09:13:42 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 09 May 2006 09:13:42 -0400 Subject: [rt-users] How to delete users? In-Reply-To: References: <20060502205412.0E2A9A3AE5@mail.brit.com> Message-ID: <6.2.3.4.2.20060509091121.03220f50@po14.mit.edu> At Monday 5/8/2006 05:34 PM, Tomasz Wlodek wrote: >Hi, > >Due to some testing I had to create several fake users in RT. Those users >were never added to any group, ever posted anything, never created any >ticket. Now I need to delete them. > >The manual says that you cannot delete users, only disable them. Well, I >do not believe that I cannot do what I want. I want to delete them in >order not to pollute databases with junk. > >I want to go to rt database, go to table Users and execute mysql delete >command on those users. This will delete them. But is it enough? Is the >user information cross referenced somehow from other tables? > >Those users did not do any activity, so they do not own any tickets, and >the like. I assume that they do not appear in any tables but Users, but I >would like to be sure. Tomasz, Don't do it!!!! You'll be sorry. Grab Ruslan's RTx::Shredder extension - it removes tickets & users safely. See http://wiki.bestpractical.com/index.cgi?Contributions under Packages. Steve From bkurowsky at hotmail.com Tue May 9 09:25:46 2006 From: bkurowsky at hotmail.com (Brian Kurowsky) Date: Tue, 09 May 2006 09:25:46 -0400 Subject: [rt-users] Can't call method "Scheme" on an undefined value at ... Message-ID: I receive the following error when attempting to update a ticket that has a link to another ticket in the "Refers to: " section. error: Can't call method "Scheme" on an undefined value at /usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm line 2581. context: ... 2577: elsif ( $args{'Base'} ) { 2578: $other_ticket_uri->FromURI( $args{'Base'} ); 2579: } 2580: 2581: if ( $other_ticket_uri->Resolver->Scheme eq 'fsck.com-rt') { 2582: my $object = $other_ticket_uri->Resolver->Object; 2583: 2584: if ( UNIVERSAL::isa( $object, 'RT::Ticket' ) 2585: && $object->id ... code stack: /usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:2581 /usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:2552 /usr/share/request-tracker3.4/lib/RT/Interface/Web.pm:1464 /usr/share/request-tracker3.4/lib/RT/Interface/Web.pm:1414 /usr/share/request-tracker3.4/html/Ticket/Display.html:141 /usr/share/request-tracker3.4/html/Ticket/Update.html:211 /usr/share/request-tracker3.4/html/autohandler:215 I am, however, able to update the other ticket (Refers to by:) with no problem. Running 3.4.1 on Debian Sarge. w/ RTFM 2.1.37 Thanks, Brian From paul at boldra.com Tue May 9 10:59:24 2006 From: paul at boldra.com (Boldra) Date: Tue, 09 May 2006 16:59:24 +0200 Subject: [rt-users] "We found a merged ticket." Message-ID: <4460AE4C.6030309@boldra.com> I've switched logging up to maximum (debug) on 3.5.6 and I'm now getting up to 50 such messages per second, all with the same ticket number. The messages continue for about 3 seconds and then ease off for a while. Has anyone else noticed this behaviour? It looks to me like something is getting stuck in a loop, but it is fortunately sorting itself out. It doesn't seem to be doing any harm, except for filling the log file with garbage. Boldra From BBlakely at blink.ca Tue May 9 12:16:56 2006 From: BBlakely at blink.ca (Ben Blakely) Date: Tue, 9 May 2006 12:16:56 -0400 Subject: [rt-users] RT-Crontool and userdefined code Message-ID: <8E8EBFC69B7B50489C2DD4EDF3DA583001781393@exchange1.oakvillehydro.com> Can anybody lead me in the right direction with this? I have created some code that I would like to execute using RT::Action::UserDefined.pm but im not to sure how to do it via rt-crontool. Any help would be appreciated guys. Thanks, Ben ________________________________ From: rt-devel-bounces at lists.bestpractical.com [mailto:rt-devel-bounces at lists.bestpractical.com] On Behalf Of Ben Blakely Sent: Friday, May 05, 2006 2:15 PM To: rt-devel at lists.bestpractical.com Subject: [Rt-devel] RT-Crontool search and action Hello All, Im trying to search for a ticket in the new and open status with a certain custom field, if it matches, I would like to move it to a new queue. Any ideas? Here is what I have for the search syntax but not sure what the action syntax is to move it to a new queue. I seached the .pm files in ../rt3/lib/rt/actions.. but cant find anything that would lead me in the right direction. /opt/rt3/bin/rt-crontool --search RT::Search::FromSQL --search-arg "(Status = 'new' OR Status = 'open') AND Queue = 'Support Level 1' AND 'CF.ServiceType' = 'Move/Add/Change/Delete - DNS'" --action Thanks, Ben -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: ATT36183.txt URL: From wcatlan at doar.com Tue May 9 12:44:29 2006 From: wcatlan at doar.com (William Catlan) Date: Tue, 9 May 2006 12:44:29 -0400 Subject: [rt-users] Cannot assign ticket Message-ID: <4320635C545E4948B79284BEF97AA20B048F4EB6@email.LawTech.ad.doar.com> Kenn, Thanks for the details. Unfortunately, it doesn't work for me. What version of RT are you running? Bill -----Original Message----- From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] Sent: Monday, May 08, 2006 8:56 PM To: William Catlan Cc: Ruslan Zakirov; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Cannot assign ticket William Catlan wrote: > Kenn, > > I appreciate the confirmation that the feature works. I have tried a > number of different ways, including the more granular use of permissions > at the queue level. > > Can you share the exact permissions you give to a group to allow them to > assign an owner to a ticket using People -> Owner driop down, as well as > the exact permissions you give to a group to allow them to be assigned > a ticket? > > I think I've tried all reasonable configurations, and it is not working > for me. My version of RT is 3.4.5 ... what version are you running? > > Thanks, > > Bill > > > -----Original Message----- > From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] > Sent: Friday, May 05, 2006 2:21 PM > To: William Catlan > Cc: Ruslan Zakirov; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Cannot assign ticket > > William Catlan wrote: > >>> 3.6. Assigning a Ticket >>> >>> Tickets can have an owner-the user responsible for working on the >>> >>> >> ticket or >> >> >>> for coordinating the work. To assign a ticket to someone, go to the >>> >>> >> People >> >> >>> form from the ticket display page, and select the user from the Owner >>> drop-down list, as shown in Figure 3-7. This list contains the >>> >>> >> usernames of >> >> >>> all the users allowed to own tickets in the ticket's current queue. >>> >>> I try this, and only "Nobody" appears as an option. >>> >>> >> Grant right OwnTicket to groups/users who should be able to OwnTicket. >> http://wiki.bestpractical.com/?OwnTicket >> >> Thanks Ruslan. Of course, I did grant that right to a group, at both >> the Queue and Global levels, along with SeeQueue, but I still could >> > not > >> assign a ticket to someone in the group. >> >> I am hoping that someone will confirm this is a bug, or show me >> something I missed. >> >> Bill >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> We're hiring! Come hack Perl for Best Practical: >> > http://bestpractical.com/about/jobs.html > >> >> > Bill, > > If you already have a group with the correct permissions to see > a ticket (seeQueue, SeeTicket, etc.) for a specific Queue, why in the > world do you also grant any global rights at all? The whole point of > making a Queue have group specific rights allows much more specific > de-bugging when it comes to problems like this,. I think too many users > of RT use the "shotgun" approach to granting rights and privileges. > GLobal stuff just might be negateing any Queue specific group rights. > It's almost like a programmer who isnb't sure he checked for something > in his code so he puts the same code that does the checking all over the > > progrm. It's redundant and makes everything much more difficult to > debug. I think you need to go back to the drawing board on rights and > decide how to tighten up the rights by being specific, not global and > then see what you get and debug from there. That is how ours is set up > and we have 23 Queues (for individual IT software support groups ) and > more than twice than many groups (1 group for technical support of an > application and 1 group for the user - who get less rights). Plus, we > have created an approval workflow that allows for a specific Queue to > hande the review/approval/rejection process for several other Queues and > > ALL work and documentation stays with the original ticket number, even > though the original ticket make be moved to different Queues. This > cannot be done when you have a bunch of shotgun/global rights floating > around. Hopes this concept helps. > > Kenn > > Will, This will take a bit of time to walk thru but, here goes. First, we create a Queue (meaningful name - of course). Someone who is a superuser must do this. Then we set up globally (for each person assigned as the AdminCC of said Queue) one roght only "SeeConfigTab". This allows the AdminCc to administrate his own Queue. We also set up globally for "everyone" all the CreateSavedSearch, EditSavedSearch, etc proviliges.). For global stuff, that's it. Now, create a group and name it for it's function pertaining to the Queue your going to give it rights to, ie. Queuename-Technicians, or Queuename-Support, Queuename-users. By creating groups, you save yourself the redundant effort of setting up individuals with the same rights to the same Queues. So. create a group. Then add some members. Remember, you can have any number of groups with different or the same rights to a Queue. Once you have created the group and populated it, give each group it's own set of priviliges as pertains to A single Queue. So you go into Configuration (the same superuser is doing this), then Queue, pick the Queue, then slip down to group rights (on the lefthand side of the screen) and click that. These rights all pertain to the Queue level only so we give everyone the right to see outgoing mail. Sometimes, depending on the group, we give privilidged user the right to create tickets (most of our Queue administrators don't want that. They want only specific groups to have that right). We don't allow unprivileged users anything. At the Role level (think of a role as a psuedo group) CC's are watchers (we give them seeQueue, seeTicket, ReplyToTicket, and Watch). Requestors are creators of tickets (we give them CreateTicket, if that hasn't been given to all privileged users, all of the CC stuff and maybe let them make or see comments, depending on if they are users or supporter or technicians). AdminCc gets it all except we don't let them create script or templates (we reserve that right for the System Administrator - keeps redundant scripts and stuff off the system). Then there are owners. We consider them the technicians or supports of a Queue so they get more rights as pertains their work (Comment on a ticket, create ticket, delete a ticket, own ticket, modify ticket, take a ticket and all the right given a requestor). Then, we grant a mix of rights to whatever groups we have created that will pertain to the Queue, just like we did with the roles (except, of course, the AdminCc). You can get a list of the rights and stuff on Wiki. I hope this help you figure it out. OH. Also, at the Queue level, we NEVER grant an individual ANY rights. Period. See ya. Kenn From sturner at MIT.EDU Tue May 9 12:58:11 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 09 May 2006 12:58:11 -0400 Subject: [rt-users] Re: [Rt-devel] RT-Crontool and userdefined code In-Reply-To: <8E8EBFC69B7B50489C2DD4EDF3DA583001781393@exchange1.oakvill ehydro.com> References: <8E8EBFC69B7B50489C2DD4EDF3DA583001781393@exchange1.oakvillehydro.com> Message-ID: <6.2.3.4.2.20060509125416.034b3878@po14.mit.edu> At Tuesday 5/9/2006 12:16 PM, Ben Blakely wrote: > >Can anybody lead me in the right direction with this? I have created >some code that I would like to execute using >RT::Action::UserDefined.pm but im not to sure how to do it via >rt-crontool. Any help would be appreciated guys. > >Thanks, > >Ben We've got something set up that works like this: --action RT::Action::OurCustomAction and our action code is in local/lib/RT/Action/OurCustomAction.pm - we created this file based on one of the stock action modules. Steve From sturner at MIT.EDU Tue May 9 14:55:49 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 09 May 2006 14:55:49 -0400 Subject: [rt-users] Move tickets between queues In-Reply-To: References: Message-ID: <6.2.3.4.2.20060509145506.034b3228@po14.mit.edu> At Monday 5/8/2006 04:18 PM, Steven E. Ames wrote: >That could work. Could you share your scrip? Here it is - it's a scrip on the receiving queue: Condition: On Queue Change Action: User Defined Template: Global blank Custom action preparation code: return 1; Custom action cleanup code: $self->TicketObj->AddWatcher(Type => 'AdminCc', PrincipalId => $self->TransactionObj->CreatorObj->PrincipalId); return 1; From purp at acm.org Tue May 9 15:40:37 2006 From: purp at acm.org (Jim Meyer) Date: Tue, 9 May 2006 12:40:37 -0700 Subject: [rt-users] Editing Wiki Pages: Don't Be Anonymous =] Message-ID: Hello! A small request from one (of many) who weeds spam from the wiki: when editing or creating a page, please consider setting a KwikiName rather than being an AnonymousGnome. It makes it easier to know I don't need to check your changes for spam. Thanks! --j -- Jim Meyer, Geek at Large purp at acm.org From jfindlay at gmail.com Tue May 9 15:46:26 2006 From: jfindlay at gmail.com (Justin Findlay) Date: Tue, 9 May 2006 13:46:26 -0600 Subject: [rt-users] Editing Wiki Pages: Don't Be Anonymous =] In-Reply-To: References: Message-ID: <86ba12520605091246g5da7081ey5bea0b1004f8f137@mail.gmail.com> On 5/9/06, Jim Meyer wrote: > > A small request from one (of many) who weeds spam from the wiki: when > editing or creating a page, please consider setting a KwikiName rather > than being an AnonymousGnome. It makes it easier to know I don't need > to check your changes for spam. Bother. I thought AnonymousGnome was the special name that the wiki condescended to bestow upon me whenever I accessed the RT wiki anonymously from any computer anywhere in the world. (-: Justin From jcolson at voidgate.org Tue May 9 17:32:46 2006 From: jcolson at voidgate.org (Joshua Colson) Date: Tue, 09 May 2006 14:32:46 -0700 Subject: [rt-users] Search custom field values on rt 3.6.0pre1 Message-ID: <1147210366.7585.48.camel@s60r.ination.com> This question was posted on April 21st by Rangarajan (See: http://www.gossamer-threads.com/lists/rt/devel/55324#55324) without an answer as far as I could tell. However, I've found that I'm experiencing the same problem. I'm running RT 3.6.0pre1 / sqlite / standalone_httpd I have a ticket custom field called 'Registrar-Lock' that is a select one (Options are 'Yes' or 'No'). This custom field is applied to a Single queue ('Domains'). When I attempt to search for the tickets with that have a value of 'Yes' (or any other value for that matter), I get zero results. I turned on logging of SQL statements and got the following: ------------------------------------------------------------------------ [Tue May 9 21:03:11 2006] [error]: SQL(0.00s): SELECT * FROM Users WHERE id = ?; [ bound values: '22' ] (/opt/rt3/html/autohandler:307) [Tue May 9 21:03:11 2006] [error]: SQL(0.00s): SELECT * FROM Groups WHERE lower(Domain) = ? AND lower(Type) = ?; [ bound values: 'systeminternal' 'privileged' ] (/opt/rt3/html/autohandler:307) [Tue May 9 21:03:11 2006] [error]: SQL(0.00s): SELECT * FROM Principals WHERE lower(PrincipalType) = ? AND ObjectId = ?; [ bound values: 'user' '22' ] (/opt/rt3/html/autohandler:307) [Tue May 9 21:03:11 2006] [error]: SQL(0.00s): SELECT * FROM GroupMembers WHERE GroupId = ? AND MemberId = ?; [ bound values: '4' '22' ] (/opt/rt3/html/autohandler:307) [Tue May 9 21:03:11 2006] [error]: SQL(0.00s): SELECT * FROM Attributes WHERE lower(Name) = ? AND lower(ObjectType) = ? AND ObjectId = ?; [ bound values: 'pref-searchdisplay' 'rt::user' '22' ] (/opt/rt3/html/autohandler:307) [Tue May 9 21:03:11 2006] [error]: SQL(0.00s): SELECT * FROM Queues WHERE lower(Name) = ?; [ bound values: 'domains' ] (/opt/rt3/html/autohandler:307) [Tue May 9 21:03:11 2006] [error]: SQL(0.00s): SELECT count(*) FROM (SELECT DISTINCT main.id FROM Tickets main LEFT JOIN ObjectCustomFields ObjectCustomFields_1 ON ((ObjectCustomFields_1.ObjectId = '0')) AND( ObjectCustomFields_1.ObjectId = main.Queue) LEFT JOIN CustomFields CustomFields_2 ON ( CustomFields_2.id = ObjectCustomFields_1.CustomField) LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_3 ON ((ObjectCustomFieldValues_3.ObjectId = main.id)) AND( ObjectCustomFieldValues_3.CustomField = CustomFields_2.id) AND( (ObjectCustomFieldValues_3.Disabled = '0')) AND( (ObjectCustomFieldValues_3.ObjectType = 'RT::Ticket')) WHERE ((CustomFields_2.name = 'Registrar-Lock')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ((main.Queue = '3')AND ( (main.Status = 'open')OR(main.Status = 'new')OR(main.Status = 'stalled') ) AND ( (ObjectCustomFieldValues_3.Content = 'Yes') ) ) ); (/opt/rt3/html/autohandler:307) [Tue May 9 21:03:11 2006] [error]: SQL(0.00s): SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'ModifySelf') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND Principals.PrincipalType = 'Group' AND Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = 22 AND ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::System')) AND ACL.PrincipalId = Principals.id AND ACL.PrincipalType = 'Group' LIMIT 1; (/opt/rt3/html/autohandler:307) [Tue May 9 21:03:11 2006] [error]: SQL(0.00s): SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowConfigTab') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND Principals.PrincipalType = 'Group' AND Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = 22 AND ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::System')) AND ACL.PrincipalId = Principals.id AND ACL.PrincipalType = 'Group' LIMIT 1; (/opt/rt3/html/autohandler:307) [Tue May 9 21:03:11 2006] [error]: SQL(0.00s): SELECT count(*) FROM (SELECT DISTINCT main.id FROM Tickets main LEFT JOIN ObjectCustomFields ObjectCustomFields_1 ON ((ObjectCustomFields_1.ObjectId = '0')) AND( ObjectCustomFields_1.ObjectId = main.Queue) LEFT JOIN CustomFields CustomFields_2 ON ( CustomFields_2.id = ObjectCustomFields_1.CustomField) LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_3 ON ((ObjectCustomFieldValues_3.ObjectId = main.id)) AND( ObjectCustomFieldValues_3.CustomField = CustomFields_2.id) AND( (ObjectCustomFieldValues_3.Disabled = '0')) AND( (ObjectCustomFieldValues_3.ObjectType = 'RT::Ticket')) WHERE ((CustomFields_2.name = 'Registrar-Lock')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ((main.Queue = '3')AND ( (main.Status = 'open')OR(main.Status = 'new')OR(main.Status = 'stalled') ) AND ( (ObjectCustomFieldValues_3.Content = 'Yes') ) ) ); (/opt/rt3/html/autohandler:307) [Tue May 9 21:03:11 2006] [error]: SQL(0.00s): SELECT DISTINCT main.* FROM Tickets main LEFT JOIN ObjectCustomFields ObjectCustomFields_1 ON ((ObjectCustomFields_1.ObjectId = '0')) AND( ObjectCustomFields_1.ObjectId = main.Queue) LEFT JOIN CustomFields CustomFields_2 ON ( CustomFields_2.id = ObjectCustomFields_1.CustomField) LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_3 ON ((ObjectCustomFieldValues_3.ObjectId = main.id)) AND( ObjectCustomFieldValues_3.CustomField = CustomFields_2.id) AND( (ObjectCustomFieldValues_3.Disabled = '0')) AND( (ObjectCustomFieldValues_3.ObjectType = 'RT::Ticket')) WHERE ((CustomFields_2.name = 'Registrar-Lock')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ((main.Queue = '3')AND ( (main.Status = 'open')OR(main.Status = 'new')OR(main.Status = 'stalled') ) AND ( (ObjectCustomFieldValues_3.Content = 'Yes') ) ) ORDER BY main.id ASC LIMIT 50; (/opt/rt3/html/autohandler:307) From BBlakely at blink.ca Tue May 9 19:27:36 2006 From: BBlakely at blink.ca (Ben Blakely) Date: Tue, 9 May 2006 19:27:36 -0400 Subject: [rt-users] Escalations by minutes Message-ID: <8E8EBFC69B7B50489C2DD4EDF3DA583001781460@exchange1.oakvillehydro.com> Hello all, Is there a way to escalate priorities by one instead of the final priority. This is the case when using RT::Action:EscalatePriority. What im trying to do is escalate a ticket by one every minute, by using cron. Then when the ticket hits its final priority, im going to notify people by email. Any suggestions? Thanks a mil ben -------------- next part -------------- An HTML attachment was scrubbed... URL: From pkime at Shopzilla.com Tue May 9 20:22:29 2006 From: pkime at Shopzilla.com (Philip Kime) Date: Tue, 9 May 2006 17:22:29 -0700 Subject: [rt-users] No group type for "rt" command? Message-ID: <58B1112F0EEB7349AE14A0AA46F9CEC00137AB40@szexchange.Shopzilla.inc> I'm running 3.4.5 and I there seems to be no "group" type implemented for the "rt" REST interface command? Is this correct? I'm assuming so as //share/html/REST/1.0/Forms only has: queue ticket user in it? PK -- Philip Kime NOPS Systems Architect 310 401 0407 -------------- next part -------------- An HTML attachment was scrubbed... URL: From pcollins at digifonica.com Tue May 9 20:16:50 2006 From: pcollins at digifonica.com (Peter Collins) Date: Tue, 9 May 2006 17:16:50 -0700 Subject: [rt-users] Import user and group rights across queues? In-Reply-To: <20060509194655.C0A164D81C4@diesel.bestpractical.com> Message-ID: <028001c673c7$08d6d160$3901a8c0@digifoni581d26> I think this will end up being a feature request. We add new queues frequently as we are gaining customers. For each of these queues, I need to assign the same rights to the same groups. Is there a way to import one groups rights from one queue to another? Some would use the word "clone". Global assigning isn't the answer for us, because we don't want the same rights across all of the queues, just those of a certain type. Thank you, Peter -----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, May 09, 2006 12:47 PM To: rt-users at lists.bestpractical.com Subject: RT-Users Digest, Vol 26, Issue 29 Send RT-Users mailing list submissions to rt-users at lists.bestpractical.com To subscribe or unsubscribe via the World Wide Web, visit http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users or, via email, send a message with subject or body 'help' to rt-users-request at lists.bestpractical.com You can reach the person managing the list at rt-users-owner at lists.bestpractical.com When replying, please edit your Subject line so it is more specific than "Re: Contents of RT-Users digest..." Today's Topics: 1. RT-Crontool and userdefined code (Ben Blakely) 2. RE: Cannot assign ticket (William Catlan) 3. Re: [Rt-devel] RT-Crontool and userdefined code (Stephen Turner) 4. RE: Move tickets between queues (Stephen Turner) 5. Editing Wiki Pages: Don't Be Anonymous =] (Jim Meyer) 6. Re: Editing Wiki Pages: Don't Be Anonymous =] (Justin Findlay) ---------------------------------------------------------------------- Message: 1 Date: Tue, 9 May 2006 12:16:56 -0400 From: "Ben Blakely" Subject: [rt-users] RT-Crontool and userdefined code To: Cc: rt-users at lists.bestpractical.com Message-ID: <8E8EBFC69B7B50489C2DD4EDF3DA583001781393 at exchange1.oakvillehydro.com> Content-Type: text/plain; charset="us-ascii" Skipped content of type multipart/alternative-------------- next part -------------- _______________________________________________ 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 ------------------------------ Message: 2 Date: Tue, 9 May 2006 12:44:29 -0400 From: "William Catlan" Subject: RE: [rt-users] Cannot assign ticket To: "Kenneth Crocker" Cc: Ruslan Zakirov , rt-users at lists.bestpractical.com Message-ID: <4320635C545E4948B79284BEF97AA20B048F4EB6 at email.LawTech.ad.doar.com> Content-Type: text/plain; charset="us-ascii" Kenn, Thanks for the details. Unfortunately, it doesn't work for me. What version of RT are you running? Bill -----Original Message----- From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] Sent: Monday, May 08, 2006 8:56 PM To: William Catlan Cc: Ruslan Zakirov; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Cannot assign ticket William Catlan wrote: > Kenn, > > I appreciate the confirmation that the feature works. I have tried a > number of different ways, including the more granular use of permissions > at the queue level. > > Can you share the exact permissions you give to a group to allow them to > assign an owner to a ticket using People -> Owner driop down, as well as > the exact permissions you give to a group to allow them to be assigned > a ticket? > > I think I've tried all reasonable configurations, and it is not working > for me. My version of RT is 3.4.5 ... what version are you running? > > Thanks, > > Bill > > > -----Original Message----- > From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] > Sent: Friday, May 05, 2006 2:21 PM > To: William Catlan > Cc: Ruslan Zakirov; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Cannot assign ticket > > William Catlan wrote: > >>> 3.6. Assigning a Ticket >>> >>> Tickets can have an owner-the user responsible for working on the >>> >>> >> ticket or >> >> >>> for coordinating the work. To assign a ticket to someone, go to the >>> >>> >> People >> >> >>> form from the ticket display page, and select the user from the Owner >>> drop-down list, as shown in Figure 3-7. This list contains the >>> >>> >> usernames of >> >> >>> all the users allowed to own tickets in the ticket's current queue. >>> >>> I try this, and only "Nobody" appears as an option. >>> >>> >> Grant right OwnTicket to groups/users who should be able to OwnTicket. >> http://wiki.bestpractical.com/?OwnTicket >> >> Thanks Ruslan. Of course, I did grant that right to a group, at both >> the Queue and Global levels, along with SeeQueue, but I still could >> > not > >> assign a ticket to someone in the group. >> >> I am hoping that someone will confirm this is a bug, or show me >> something I missed. >> >> Bill >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com Commercial support: >> sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> We're hiring! Come hack Perl for Best Practical: >> > http://bestpractical.com/about/jobs.html > >> >> > Bill, > > If you already have a group with the correct permissions to see > a ticket (seeQueue, SeeTicket, etc.) for a specific Queue, why in the > world do you also grant any global rights at all? The whole point of > making a Queue have group specific rights allows much more specific > de-bugging when it comes to problems like this,. I think too many users > of RT use the "shotgun" approach to granting rights and privileges. > GLobal stuff just might be negateing any Queue specific group rights. > It's almost like a programmer who isnb't sure he checked for something > in his code so he puts the same code that does the checking all over the > > progrm. It's redundant and makes everything much more difficult to > debug. I think you need to go back to the drawing board on rights and > decide how to tighten up the rights by being specific, not global and > then see what you get and debug from there. That is how ours is set up > and we have 23 Queues (for individual IT software support groups ) and > more than twice than many groups (1 group for technical support of an > application and 1 group for the user - who get less rights). Plus, we > have created an approval workflow that allows for a specific Queue to > hande the review/approval/rejection process for several other Queues and > > ALL work and documentation stays with the original ticket number, even > though the original ticket make be moved to different Queues. This > cannot be done when you have a bunch of shotgun/global rights floating > around. Hopes this concept helps. > > Kenn > > Will, This will take a bit of time to walk thru but, here goes. First, we create a Queue (meaningful name - of course). Someone who is a superuser must do this. Then we set up globally (for each person assigned as the AdminCC of said Queue) one roght only "SeeConfigTab". This allows the AdminCc to administrate his own Queue. We also set up globally for "everyone" all the CreateSavedSearch, EditSavedSearch, etc proviliges.). For global stuff, that's it. Now, create a group and name it for it's function pertaining to the Queue your going to give it rights to, ie. Queuename-Technicians, or Queuename-Support, Queuename-users. By creating groups, you save yourself the redundant effort of setting up individuals with the same rights to the same Queues. So. create a group. Then add some members. Remember, you can have any number of groups with different or the same rights to a Queue. Once you have created the group and populated it, give each group it's own set of priviliges as pertains to A single Queue. So you go into Configuration (the same superuser is doing this), then Queue, pick the Queue, then slip down to group rights (on the lefthand side of the screen) and click that. These rights all pertain to the Queue level only so we give everyone the right to see outgoing mail. Sometimes, depending on the group, we give privilidged user the right to create tickets (most of our Queue administrators don't want that. They want only specific groups to have that right). We don't allow unprivileged users anything. At the Role level (think of a role as a psuedo group) CC's are watchers (we give them seeQueue, seeTicket, ReplyToTicket, and Watch). Requestors are creators of tickets (we give them CreateTicket, if that hasn't been given to all privileged users, all of the CC stuff and maybe let them make or see comments, depending on if they are users or supporter or technicians). AdminCc gets it all except we don't let them create script or templates (we reserve that right for the System Administrator - keeps redundant scripts and stuff off the system). Then there are owners. We consider them the technicians or supports of a Queue so they get more rights as pertains their work (Comment on a ticket, create ticket, delete a ticket, own ticket, modify ticket, take a ticket and all the right given a requestor). Then, we grant a mix of rights to whatever groups we have created that will pertain to the Queue, just like we did with the roles (except, of course, the AdminCc). You can get a list of the rights and stuff on Wiki. I hope this help you figure it out. OH. Also, at the Queue level, we NEVER grant an individual ANY rights. Period. See ya. Kenn ------------------------------ Message: 3 Date: Tue, 09 May 2006 12:58:11 -0400 From: Stephen Turner Subject: [rt-users] Re: [Rt-devel] RT-Crontool and userdefined code To: "Ben Blakely" , Cc: rt-users at lists.bestpractical.com Message-ID: <6.2.3.4.2.20060509125416.034b3878 at po14.mit.edu> Content-Type: text/plain; charset="us-ascii"; format=flowed At Tuesday 5/9/2006 12:16 PM, Ben Blakely wrote: > >Can anybody lead me in the right direction with this? I have created >some code that I would like to execute using >RT::Action::UserDefined.pm but im not to sure how to do it via >rt-crontool. Any help would be appreciated guys. > >Thanks, > >Ben We've got something set up that works like this: --action RT::Action::OurCustomAction and our action code is in local/lib/RT/Action/OurCustomAction.pm - we created this file based on one of the stock action modules. Steve ------------------------------ Message: 4 Date: Tue, 09 May 2006 14:55:49 -0400 From: Stephen Turner Subject: RE: [rt-users] Move tickets between queues To: "Steven E. Ames" , "RT-Users list" Message-ID: <6.2.3.4.2.20060509145506.034b3228 at po14.mit.edu> Content-Type: text/plain; charset="us-ascii"; format=flowed At Monday 5/8/2006 04:18 PM, Steven E. Ames wrote: >That could work. Could you share your scrip? Here it is - it's a scrip on the receiving queue: Condition: On Queue Change Action: User Defined Template: Global blank Custom action preparation code: return 1; Custom action cleanup code: $self->TicketObj->AddWatcher(Type => 'AdminCc', PrincipalId => $self->TransactionObj->CreatorObj->PrincipalId); return 1; ------------------------------ Message: 5 Date: Tue, 9 May 2006 12:40:37 -0700 From: "Jim Meyer" Subject: [rt-users] Editing Wiki Pages: Don't Be Anonymous =] To: "RT Users Mailing List" Message-ID: Content-Type: text/plain; charset=ISO-8859-1; format=flowed Hello! A small request from one (of many) who weeds spam from the wiki: when editing or creating a page, please consider setting a KwikiName rather than being an AnonymousGnome. It makes it easier to know I don't need to check your changes for spam. Thanks! --j -- Jim Meyer, Geek at Large purp at acm.org ------------------------------ Message: 6 Date: Tue, 9 May 2006 13:46:26 -0600 From: "Justin Findlay" Subject: Re: [rt-users] Editing Wiki Pages: Don't Be Anonymous =] To: "RT Users Mailing List" Message-ID: <86ba12520605091246g5da7081ey5bea0b1004f8f137 at mail.gmail.com> Content-Type: text/plain; charset=ISO-8859-1; format=flowed On 5/9/06, Jim Meyer wrote: > > A small request from one (of many) who weeds spam from the wiki: when > editing or creating a page, please consider setting a KwikiName rather > than being an AnonymousGnome. It makes it easier to know I don't need > to check your changes for spam. Bother. I thought AnonymousGnome was the special name that the wiki condescended to bestow upon me whenever I accessed the RT wiki anonymously from any computer anywhere in the world. (-: Justin ------------------------------ _______________________________________________ RT-Users mailing list RT-Users at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users End of RT-Users Digest, Vol 26, Issue 29 **************************************** From todd at chaka.net Tue May 9 21:34:24 2006 From: todd at chaka.net (Todd Chapman) Date: Tue, 9 May 2006 21:34:24 -0400 Subject: [rt-users] Import user and group rights across queues? In-Reply-To: <028001c673c7$08d6d160$3901a8c0@digifoni581d26> References: <20060509194655.C0A164D81C4@diesel.bestpractical.com> <028001c673c7$08d6d160$3901a8c0@digifoni581d26> Message-ID: <20060510013424.GF16223@chaka.net> I would create to Perl script to clone a queue. It could even update /etc/aliases for you... On Tue, May 09, 2006 at 05:16:50PM -0700, Peter Collins wrote: > I think this will end up being a feature request. We add new queues > frequently as we are gaining customers. For each of these queues, I need to > assign the same rights to the same groups. Is there a way to import one > groups rights from one queue to another? Some would use the word "clone". > Global assigning isn't the answer for us, because we don't want the same > rights across all of the queues, just those of a certain type. > > Thank you, > > Peter > From mikep at uclink.berkeley.edu Wed May 10 11:36:41 2006 From: mikep at uclink.berkeley.edu (Mike Patterson) Date: Wed, 10 May 2006 08:36:41 -0700 Subject: [rt-users] Binary Attachments Corrupted in Migration to new box Message-ID: <44620889.9090604@uclink.berkeley.edu> My binary attachments (spreadsheets, screenshots, etc..) got corrupted after migrating to a new box. I'm migrating from: FreeBSD 4.11, RT 3.2.2, MySQL 4.1.7, Apache 1.3.33, Perl 5.8.4, mod_perl-1.29, DBI-1.42_1 --TO--> RHEL 4.3, RT 3.4.5, MySQL 4.1.2-3, Apache 2.0.52, Perl 5.8.5, mod_fastcgi-2.4.2, DBI-1.40-8 Everything else seems fine, but the attachments are corrupt. How I upgraded: 1) Install RT 3.4.5 on my RHEL box. 2) Dumped mysql database: mysqldump --opt --add-drop-table --single-transaction --user=root --password=my_pass_was_here rt3 | gzip > /usr/backup/rt3_db_last2.sql.gz 3) deleted the rt3 database on the RHEL box 4) I was initially getting an error message when importing: ERROR 1153 (08S01) at line 78: Got a packet bigger than 'max_allowed_packet' bytes mysqldump: Got errno 32 on write ---------------------------- 5) I edited /etc/my.cnf (in the [mysqld] section) #max_allowed_packet = 1M max_allowed_packet = 16M 6) successfully imported DB: mysql -p rt3 < rt3_db_last2.sql 7) Ran schema upgrade scripts appropriate for 3.2.2 to 3.4.5 /usr/local/rt3/sbin/rt-setup-database --action schema --datadir /usr/local/src/rt-3.4.5/etc/upgrade/3.3.0 --prompt-for-dba-password /usr/local/rt3/sbin/rt-setup-database --action acl --datadir /usr/local/src/rt-3.4.5/etc/upgrade/3.3.0 --prompt-for-dba-password /usr/local/rt3/sbin/rt-setup-database --action insert --datadir /usr/local/src/rt-3.4.5/etc/upgrade/3.3.0 --prompt-for-dba-password /usr/local/rt3/sbin/rt-setup-database --action schema --datadir /usr/local/src/rt-3.4.5/etc/upgrade/3.3.11 --prompt-for-dba-password /usr/local/rt3/sbin/rt-setup-database --action acl --datadir /usr/local/src/rt-3.4.5/etc/upgrade/3.3.11 --prompt-for-dba-password /usr/local/rt3/sbin/rt-setup-database --action insert --datadir /usr/local/src/rt-3.4.5/etc/upgrade/3.3.11 --prompt-for-dba-password 8) Clear mason cache dir: rm -fr /usr/local/rt3/var/mason_data/obj 9) Stop and start apache: service httpd stop service httpd start 10) When I open existing tickets with attachments on the new box they are corrupt (e.g. jpg's garbled, downloaded spreadsheets messed-up). 11) If I upload new binary attachments to RT on new box it works fine. Any suggestions? I'm guessing this is probably more of a mysql->mysql problem, but I'm not sure how to deal with it. Thanks, Mike -- Mike Patterson Systems Manager UC Berkeley Extension From todd at chaka.net Wed May 10 13:18:22 2006 From: todd at chaka.net (Todd Chapman) Date: Wed, 10 May 2006 13:18:22 -0400 Subject: [rt-users] Binary Attachments Corrupted in Migration to new box In-Reply-To: <44620889.9090604@uclink.berkeley.edu> References: <44620889.9090604@uclink.berkeley.edu> Message-ID: <20060510171822.GG16223@chaka.net> Ithin you have to mysqldump with: --default-character-set=binary -Todd On Wed, May 10, 2006 at 08:36:41AM -0700, Mike Patterson wrote: > My binary attachments (spreadsheets, screenshots, etc..) got corrupted > after migrating to a new box. > > I'm migrating from: > FreeBSD 4.11, RT 3.2.2, MySQL 4.1.7, Apache 1.3.33, Perl 5.8.4, > mod_perl-1.29, DBI-1.42_1 > --TO--> > RHEL 4.3, RT 3.4.5, MySQL 4.1.2-3, Apache 2.0.52, Perl 5.8.5, > mod_fastcgi-2.4.2, DBI-1.40-8 > > Everything else seems fine, but the attachments are corrupt. > > How I upgraded: > > 1) Install RT 3.4.5 on my RHEL box. > 2) Dumped mysql database: > mysqldump --opt --add-drop-table --single-transaction --user=root > --password=my_pass_was_here rt3 | gzip > /usr/backup/rt3_db_last2.sql.gz > 3) deleted the rt3 database on the RHEL box > 4) I was initially getting an error message when importing: > > ERROR 1153 (08S01) at line 78: Got a packet bigger than > 'max_allowed_packet' bytes > mysqldump: Got errno 32 on write > ---------------------------- > > 5) I edited /etc/my.cnf (in the [mysqld] section) > #max_allowed_packet = 1M > max_allowed_packet = 16M > > 6) successfully imported DB: > mysql -p rt3 < rt3_db_last2.sql > > 7) Ran schema upgrade scripts appropriate for 3.2.2 to 3.4.5 > /usr/local/rt3/sbin/rt-setup-database --action schema --datadir > /usr/local/src/rt-3.4.5/etc/upgrade/3.3.0 --prompt-for-dba-password > /usr/local/rt3/sbin/rt-setup-database --action acl --datadir > /usr/local/src/rt-3.4.5/etc/upgrade/3.3.0 --prompt-for-dba-password > /usr/local/rt3/sbin/rt-setup-database --action insert --datadir > /usr/local/src/rt-3.4.5/etc/upgrade/3.3.0 --prompt-for-dba-password > /usr/local/rt3/sbin/rt-setup-database --action schema --datadir > /usr/local/src/rt-3.4.5/etc/upgrade/3.3.11 --prompt-for-dba-password > /usr/local/rt3/sbin/rt-setup-database --action acl --datadir > /usr/local/src/rt-3.4.5/etc/upgrade/3.3.11 --prompt-for-dba-password > /usr/local/rt3/sbin/rt-setup-database --action insert --datadir > /usr/local/src/rt-3.4.5/etc/upgrade/3.3.11 --prompt-for-dba-password > > 8) Clear mason cache dir: > rm -fr /usr/local/rt3/var/mason_data/obj > > 9) Stop and start apache: > service httpd stop > service httpd start > > 10) When I open existing tickets with attachments on the new box they > are corrupt (e.g. jpg's garbled, downloaded spreadsheets messed-up). > > 11) If I upload new binary attachments to RT on new box it works fine. > > Any suggestions? I'm guessing this is probably more of a mysql->mysql > problem, but I'm not sure how to deal with it. > > Thanks, > Mike > > -- > Mike Patterson > Systems Manager > UC Berkeley Extension > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 tomw at bnl.gov Wed May 10 16:22:44 2006 From: tomw at bnl.gov (Tomasz Wlodek) Date: Wed, 10 May 2006 16:22:44 -0400 (EDT) Subject: [rt-users] How to create users with CLI without being prompted for password In-Reply-To: References: Message-ID: Hi, I am trying to create users using command line interface. I do: ./rt create -t user set username=test1 emailaddress=a at b.com password=testpwd But then rt asks me for password: >Password: Question 1: Which password does it want? the root pwd for RT mysql database? or the superuser password? Question 2: Can I get rid of the password question? My users will be created automatically in a script which calls "rt create ...". I see in the rt code subroutine read_passwd sub read_passwd { eval 'require Term::ReadKey'; if ($@) { die "No password specified (and Term::ReadKey not installed).\n"; } print "Password: "; Term::ReadKey::ReadMode('noecho'); chomp(my $passwd = Term::ReadKey::ReadLine(0)); Term::ReadKey::ReadMode('restore'); print "\n"; return $passwd; } What will happen if I throw away content of this routine and make it return the mysql root password? Is there a simpler way to bypass the password question? Tomasz Wlodek | tel 631-344-7448 Brookhaven Laboratory, Building 510M | fax 631-344-7616 Upton NY 11973-5000 | From todd at chaka.net Wed May 10 16:41:01 2006 From: todd at chaka.net (Todd Chapman) Date: Wed, 10 May 2006 16:41:01 -0400 Subject: [rt-users] How to create users with CLI without being prompted for password In-Reply-To: References: Message-ID: <20060510204101.GH16223@chaka.net> I think the rt command looks for the environment variables RTUSER and RTPASSWD for authentication to the RT server. Yes: Environment variables: The following environment variables override any corresponding values defined in configuration files: - RTUSER - RTPASSWD - RTSERVER - RTDEBUG Numeric debug level. (Set to 3 for full logs.) - RTCONFIG Specifies a name other than ".rtrc" for the configuration file. - RTQUERY Default RT Query for rt list - RTORDERBY Default order for rt list -Todd On Wed, May 10, 2006 at 04:22:44PM -0400, Tomasz Wlodek wrote: > Hi, > > I am trying to create users using command line interface. I do: > > ./rt create -t user set username=test1 emailaddress=a at b.com password=testpwd > > But then rt asks me for password: > > >Password: > > Question 1: Which password does it want? the root pwd for RT mysql > database? or the superuser password? > > Question 2: Can I get rid of the password question? My users will be > created automatically in a script which calls "rt create ...". > > I see in the rt code subroutine > > read_passwd sub read_passwd { > eval 'require Term::ReadKey'; > if ($@) { > die "No password specified (and Term::ReadKey not installed).\n"; > } > > print "Password: "; > Term::ReadKey::ReadMode('noecho'); > chomp(my $passwd = Term::ReadKey::ReadLine(0)); > Term::ReadKey::ReadMode('restore'); > print "\n"; > > return $passwd; > } > > What will happen if I throw away content of this routine and make it > return the mysql root password? > > Is there a simpler way to bypass the password question? > > 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 jboris at adphila.org Wed May 10 17:01:35 2006 From: jboris at adphila.org (John Boris) Date: Wed, 10 May 2006 17:01:35 -0400 Subject: [rt-users] Notifying a certain user when a ticket is created in a Queue Message-ID: Can a scrip be written that will notify a set of users that a ticket has been created in a queue without assigning the ticket to that user or making that person an AdminCc? I don't want to send a bunch of duplicate emails. I want the certain group of people to get notified there is a ticket. I have a script that sets another users as the AdminCc for all tickets that are created in the Queue. I Hope that is clear. TIA John J. Boris, Sr. JEN-A-SyS Administrator Archdiocese of Philadelphia "Remember! That light at the end of the tunnel Just might be the headlight of an oncoming train!" From todd at chaka.net Wed May 10 17:11:00 2006 From: todd at chaka.net (Todd Chapman) Date: Wed, 10 May 2006 17:11:00 -0400 Subject: [rt-users] Notifying a certain user when a ticket is created in a Queue In-Reply-To: References: Message-ID: <20060510211100.GI16223@chaka.net> Yes: RT::Action::NotifyGroup http://search.cpan.org/author/RUZ/RT-Action-NotifyGroup-0.02/lib/RT/Action/NotifyGroup.pm On Wed, May 10, 2006 at 05:01:35PM -0400, John Boris wrote: > Can a scrip be written that will notify a set of users that a ticket has > been created in a queue without assigning the ticket to that user or > making that person an AdminCc? I don't want to send a bunch of > duplicate emails. I want the certain group of people to get notified > there is a ticket. I have a script that sets another users as the > AdminCc for all tickets that are created in the Queue. > > I Hope that is clear. > > TIA > > John J. Boris, Sr. > JEN-A-SyS Administrator > Archdiocese of Philadelphia > > "Remember! That light at the end of the tunnel > Just might be the headlight of an oncoming train!" > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From JVlavianos at ecastinc.com Wed May 10 17:53:57 2006 From: JVlavianos at ecastinc.com (Jay Vlavianos) Date: Wed, 10 May 2006 14:53:57 -0700 Subject: [rt-users] Fetchmail start-up on system boot Message-ID: Just create an rt_user in the system and add /usr/bin/fetchmail to a cron that runs every X minutes: 0-59/2 * * * * /usr/bin/fetchmail -s -Jay ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Sebastian Suarez Sent: Monday, May 08, 2006 1:05 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Fetchmail start-up on system boot Guys, I as able to manage throw the configuration of fetchmail in order to poll my queue emails from my email Server. I create an account, set the .fetchmailrc and so. When starting the service (# /usr/bin/fetchmail) the app works fine. As finishing the job I wanted to add fetchmail to run when the system boots, so when to the /etc/rc.local and add the line /usr/bin/fetchmail. Unfortunatly this isn't working... Anyone run throw the same problem/mistake?? Many Thanks Sebastian.- -------------- next part -------------- An HTML attachment was scrubbed... URL: From JVlavianos at ecastinc.com Wed May 10 17:58:22 2006 From: JVlavianos at ecastinc.com (Jay Vlavianos) Date: Wed, 10 May 2006 14:58:22 -0700 Subject: [rt-users] Re: Request Tracker Message-ID: So that helped my user see something in the "Approval" section, but my AdminCC user still can't see anything IN the queue. This is maddening! If he can't see it, he cant "own" it, since its assigned a Nobody owner at creation. -jay -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of taan Sent: Monday, May 08, 2006 6:56 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Re: Request Tracker Make sure an owner is assigned to the approval ticket and that they have the correct ACLs. For some reason even though I give privileged users the required access I still had to assign appropriate ACL's on a per queue basis (ie to the Approval queue). Hope this helps. Taan rt3 at acerhomes.com wrote: > Sorry, Craig. Im still stucked here. Philip Kine gave some points > on approval but it doesn't work for me (Subject: How to debug RT > better). You also try it and hopefully you give me feedback. TY > >> Hi, >> >> >> >> I saw your post on the Request Tracker mailing list regarding the >> Approvals no longer showing up. I'm having the same problem after >> upgrading. Did you ever get an answer? _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly 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 pkime at Shopzilla.com Wed May 10 18:33:48 2006 From: pkime at Shopzilla.com (Philip Kime) Date: Wed, 10 May 2006 15:33:48 -0700 Subject: [rt-users] Bug in RT 3.4.5 REST CLI Message-ID: <58B1112F0EEB7349AE14A0AA46F9CEC00137AB48@szexchange.Shopzilla.inc> I think this is a minor bug: /usr/local/rt/bin/rt create -t ticket set Queue=queue1 Requestor=test at shopzilla.com Subject=RESTtest1 Argument "new" isn't numeric in sort at /usr/local/rt/bin/rt line 1282. # Ticket 47125 created. Ticket gets created ok but the expand_list routine in the "rt" cli script tries to numerically sort ids even when the only id is "new". I just put this in the subroutine to fix it: return $list if $list eq "new"; -- Philip Kime NOPS Systems Architect 310 401 0407 -------------- next part -------------- An HTML attachment was scrubbed... URL: From ocraig at stillsecure.com Wed May 10 20:55:28 2006 From: ocraig at stillsecure.com (Ole Craig) Date: Wed, 10 May 2006 18:55:28 -0600 Subject: [rt-users] Users being logged out. In-Reply-To: <444F5ADF.2070405@ecs.umass.edu> References: <444F5ADF.2070405@ecs.umass.edu> Message-ID: <1147308928.9090.97.camel@hex.latis.com> On Wed, 2006-04-26 at 07:34 -0400, Davin Flatten wrote: > I have been trying to figure this one out for weeks. When our users > first log into RT they succeed but when you click on any link you are > taken back to the login page. I looked at my logs and this is what I am > getting in my rt.log: [...] Davin - I had this problem with a new 3.6.0pre install; if I remember correctly, it was because I had used http://myrt.example.com/rt instead of http://myrt.example.com/rt/ (note the trailing slash.) In my case, I was redirecting from another URL, and so I kept hitting it. To test if this is what you're seeing, try entering the URL with the trailing slash by hand in your browser's location bar. Hope that's useful, Ole -- /Ole Craig Security Engineer 303-381-3802 (main support hotline) 303-381-3824 (my direct line) 303-381-3801 (fax) www.stillsecure.com . . . From pcollins at digifonica.com Wed May 10 21:57:18 2006 From: pcollins at digifonica.com (Peter Collins) Date: Wed, 10 May 2006 18:57:18 -0700 Subject: [rt-users] Global Scrip, but individually removeable? In-Reply-To: <20060510215830.BD0CA4D81EB@diesel.bestpractical.com> Message-ID: <02e801c6749e$3bc13390$3901a8c0@digifoni581d26> I've got version 3.2.3 right now. Let's say I have a global scrip that I want to apply to MOST of the queues but not all. The only way I can see to do this is to delete the scrip from the global scrip place and then recreate it one by one for all the queues except the one or two I don't want it in. A nifty feature would be, when you are looking at the scrips for a particular queue, next to each global scrip in the upper group, have a radio or dropdown to enable or disable that (not-so-global-anymore) scrip from that particular queue, yet let all the other queues have it. Thank you for your time, Peter From rt3 at acerhomes.com Thu May 11 01:03:19 2006 From: rt3 at acerhomes.com (rt3 at acerhomes.com) Date: Thu, 11 May 2006 13:03:19 +0800 (PHT) Subject: [rt-users] Re: Invisible Approvals In-Reply-To: <8d984d8f0605101127g5af2b67cxb8a58025db6db185@mail.gmail.com> References: <8d984d8f0605101127g5af2b67cxb8a58025db6db185@mail.gmail.com> Message-ID: <10095.203.87.145.65.1147323799.squirrel@mail.acerhomes.com> I already did this and it didn't works for me, still no user can see the "Approval link" even the root or super user. > I finally figured out the problem. Previous versions of Request > Tracker were looser regarding which users could see the Approval > queue. If you created an Approval Ticket without specifying the owner, > it would default to the owner "Nobody" and everbody could see those > tickets when they clicked on the Approval link. > > To make it work with newer versions of Request Tracker: > > 1. Change your Create Approval template to include a line with "Owner: > . > > 2. Queues -> Select Queue (Include disabled queues in listing) -> > Approvals -> User Rights. Then enable the "Own Ticket" right for that > user. > > Now any new approval tickets will show up in the Approval link (for > that user only!). > > If you want the user to be able to see older Approval tickets, you'll > have to go into SQL, find the id of that user, find the id of the > Approvals queue (probably 2), and set the owner of the old Approval > tickets. Mine looked like: > > mysql> update Tickets set owner = 78 where Queue = 2; > > --Craig McDaniel > > -----Original Message----- > From: rt3 at acerhomes.com [mailto:rt3 at acerhomes.com] > Sent: Monday, May 08, 2006 9:38 PM > To: McDaniel, Craig # Atlanta > Cc: rt-users at lists.bestpractical.com > Subject: Re: Request Tracker > > Sorry, Craig. Im still stucked here. Philip Kine gave some points > on approval but it doesn't work for me (Subject: How to debug RT > better). You also try it and hopefully you give me feedback. TY > >> Hi, >> >> >> >> I saw your post on the Request Tracker mailing list regarding the >> Approvals no longer showing up. I'm having the same problem after >> upgrading. Did you ever get an answer? >> >> >> >> Thanks, >> >> >> >> Craig McDaniel >> > From ruslan.zakirov at gmail.com Thu May 11 03:53:29 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 11 May 2006 11:53:29 +0400 Subject: [rt-users] [3.6][FIX] Searches by custom fields Message-ID: <589c94400605110053n4c381be8tee010759444b3bb5@mail.gmail.com> Hello. I've commited fixes several fixes into 3.5 branch that should fix issues with searches by CFs. Please test it with your test cases and report back. -- Best regards, Ruslan. From David.Di at sssworldwide.com Thu May 11 03:52:39 2006 From: David.Di at sssworldwide.com (David Di) Date: Thu, 11 May 2006 15:52:39 +0800 Subject: [rt-users] CustomField is deleted automatically after modified by a scrip Message-ID: <8104F407BDC0454388D0BAEA0026CDACE5B849@hxntxms01.AD.SSS> I encountered a strange problem when setting value for a custom field. If anyone can give me a lead that will be appreciated. The background of this problem is listed below: RT version: 3.4.3 CustomField: Evaluator Type- Enter one value, Applied to: Tickets, Assigned to one queue: Changes Scrip: Description: Update Evaluator and Test Status Condition: User Defined Action: User Defined Template: Global template: Blank Stage: TransactionCreate Custom condition: Custom action preparation code: return 1; Custom action cleanup code: #---------------------------------------Begin--------------------------- --------- my $CF_Eval = 'Evaluator'; my $evalor = $self->TransactionObj->Creator; my $eval1 = RT::User->new(RT::SystemUser); $eval1->Load($evalor); my $DV_Eval = $eval1->RealName; my $QueueObj = $self->TicketObj->QueueObj; my $CFObj2 = RT::CustomField->new( $QueueObj->CurrentUser ); $CFObj2->LoadByNameAndQueue( Name => $CF_Eval, Queue => $QueueObj->id ); unless( $CFObj2->id ) { $CFObj2->LoadByNameAndQueue( Name => $CF_Eval, Queue => 0 ); unless( $CFObj2->id ) { $RT::Logger->error("custom field '$CF_Eval' isn't global or defined for queue '". $QueueObj->Name ."'"); return undef; } } my( $st, $msg ) = $self->TicketObj->AddCustomFieldValue( Field => $CFObj2->id, Value => $DV_Eval, RecordTransaction => 1 ); unless( $st ) { $RT::Logger->error( "Couldn't set $DV_Eval as value for CF $CF_Eval:". $msg ); return undef; } $RT::Logger->info("My troublshooting - run scrip Set Evaluator"); return 1; #---------------------------------------End----------------------------- ------- Note: this action is to set current transaction user to be the Evaluator, fill in his real name instead of RT id. History record in the ticket: RT_System - Evaluator James Wot added wotj01 - Evaluator James Wot deleted Note: first line shows that the scrip updated the CF:Evaluator successfully but then there's another transaction shows that the user deleted the CF's value. But the user didn't do that. So it must be some internal mechanism did that. Regards, David -------------- next part -------------- An HTML attachment was scrubbed... URL: From ndemou at gmail.com Thu May 11 06:52:29 2006 From: ndemou at gmail.com (Nick Demou) Date: Thu, 11 May 2006 13:52:29 +0300 Subject: [rt-users] basic info about localisation (I want to "translate" RT to Greek) Message-ID: I've spent some time with RT and I liked it :-). So now I am willing to begin translating most texts to my language (Greek) so that other people can feel more comfortable with the web interface and the automated emails. I would be gratefull if you could you give me some pointers to related information. Nick Demou _________ PS: I've allready searched the source and found a lot of xx.po files under the folder I18N with a format that looks straight forward: msgid "Cannot create user: %1" msgstr "I THINK THIS IS WHERE I SHOULD PUT MY GREEK UTF8 TEXT : %1" From prasaddeshpande at bajajfinance.in Thu May 11 09:29:42 2006 From: prasaddeshpande at bajajfinance.in (Prasad Deshpande) Date: Thu, 11 May 2006 18:59:42 +0530 Subject: [rt-users] Error while starting the Apache Server Message-ID: <39849E3E98E2CC47BB85B08735347FE3041F600C@balakexmb01.bajajauto.co.in> Hi, I am using RT 3.2.3 on Red Hat 9, When I am starting the Apache Server it gives following error message. Using an array as a reference is deprecated at /usr/local/lib/perl5/site_perl/5.8.5/Date/Format.pm line 88. Will this message affect the RT functionality ? Also I am getting below mentioned error log in Apache Server (../logs/error_log) :Condition::moveticket failed. Global symbol "$self" requires explicit package name at /opt/rt3/lib/RT/Condition/moveticket.pm line 8. If anybody knows how to solve this, please help me. Thanks in Advance, Prasad Deshpande DISCLAIMER: This message,including any attachments contains confidential and privileged information for the sole use of the intended recipient(s), and is protected by law. If you are not the intended recipient, please destroy all copies of the original message. Any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful. Bajaj Auto reserves the right to record, monitor, and inspect all email communications through its internal and external networks. Your messages shall be subject to such lawful supervision as Bajaj Auto deems necessary in order to protect its information, interests and reputation. Bajaj Auto prohibits and takes steps to prevent its information systems from being used to view, store or forward offensive or discriminatory material. If this message contains such material, please report it to abuse at bajajauto.co.in. -------------- next part -------------- An HTML attachment was scrubbed... URL: From sturner at MIT.EDU Thu May 11 09:40:14 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 11 May 2006 09:40:14 -0400 Subject: [rt-users] Notifying a certain user when a ticket is created in a Queue In-Reply-To: References: Message-ID: <6.2.3.4.2.20060511093655.03460490@po14.mit.edu> At Wednesday 5/10/2006 05:01 PM, John Boris wrote: >Can a scrip be written that will notify a set of users that a ticket has >been created in a queue without assigning the ticket to that user or >making that person an AdminCc? I don't want to send a bunch of >duplicate emails. I want the certain group of people to get notified >there is a ticket. I have a script that sets another users as the >AdminCc for all tickets that are created in the Queue. > >I Hope that is clear. > >TIA > >John J. Boris, Sr. John, We have a kludgey way of doing this - we set up a queue template that starts with a CC: followed by the email addresses we want to notify. There must be a blank line between the CC header and the message body. Let's say this template is called 'OurCreateNotification'. Then we set up a queue scrip that uses this template: 'On Create Notify Other Recipients using template OurCreateNotification'. Steve From sturner at MIT.EDU Thu May 11 09:43:31 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 11 May 2006 09:43:31 -0400 Subject: [rt-users] Global Scrip, but individually removeable? In-Reply-To: <02e801c6749e$3bc13390$3901a8c0@digifoni581d26> References: <20060510215830.BD0CA4D81EB@diesel.bestpractical.com> <02e801c6749e$3bc13390$3901a8c0@digifoni581d26> Message-ID: <6.2.3.4.2.20060511094248.03492cf8@po14.mit.edu> At Wednesday 5/10/2006 09:57 PM, Peter Collins wrote: > >I've got version 3.2.3 right now. > >Let's say I have a global scrip that I want to apply to MOST of the queues >but not all. The only way I can see to do this is to delete the scrip from >the global scrip place and then recreate it one by one for all the queues >except the one or two I don't want it in. > >A nifty feature would be, when you are looking at the scrips for a >particular queue, next to each global scrip in the upper group, have a radio >or dropdown to enable or disable that (not-so-global-anymore) scrip from >that particular queue, yet let all the other queues have it. > >Thank you for your time, > >Peter There's an add-on to do this. Check the wiki under Contributions/Other/Dirk Pape. Steve From sturner at MIT.EDU Thu May 11 09:52:49 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 11 May 2006 09:52:49 -0400 Subject: [rt-users] CustomField is deleted automatically after modified by a scrip In-Reply-To: <8104F407BDC0454388D0BAEA0026CDACE5B849@hxntxms01.AD.SSS> References: <8104F407BDC0454388D0BAEA0026CDACE5B849@hxntxms01.AD.SSS> Message-ID: <6.2.3.4.2.20060511094511.0347e420@po14.mit.edu> At Thursday 5/11/2006 03:52 AM, David Di wrote: >I encountered a strange problem when setting value for a custom >field. If anyone can give me a lead that will be appreciated. > > > >Note: this action is to set current transaction user to be the >Evaluator, fill in his real name instead of RT id. > >History record in the ticket: >RT_System - Evaluator James Wot added >wotj01 - Evaluator James Wot deleted > >Note: first line shows that the scrip updated the CF:Evaluator >successfully but then there's another transaction shows that the >user deleted the CF's value. But the user didn't do that. So it must >be some internal mechanism did that. Hello David, You didn't describe what the user-defined condition does, but I can guess what's happening. I'm assuming that the problem occurs when a ticket is updated in the web interface, from a screen that allows custom fields to be updated. When you submit the form, the CF value on the screen is blank. The scrip changes the value to 'James Wot'. Then the values submitted from the form are processed - RT sees that the current CF value is 'James Wot' and that the submitted value is null. It interprets this as a deletion. Steve From jesse at bestpractical.com Thu May 11 10:17:37 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 11 May 2006 10:17:37 -0400 Subject: [rt-users] Global Scrip, but individually removeable? In-Reply-To: <6.2.3.4.2.20060511094248.03492cf8@po14.mit.edu> References: <20060510215830.BD0CA4D81EB@diesel.bestpractical.com> <02e801c6749e$3bc13390$3901a8c0@digifoni581d26> <6.2.3.4.2.20060511094248.03492cf8@po14.mit.edu> Message-ID: <20060511141737.GL24532@bestpractical.com> On Thu, May 11, 2006 at 09:43:31AM -0400, Stephen Turner wrote: > At Wednesday 5/10/2006 09:57 PM, Peter Collins wrote: > > > >I've got version 3.2.3 right now. > > > >Let's say I have a global scrip that I want to apply to MOST of the queues > >but not all. The only way I can see to do this is to delete the scrip from > >the global scrip place and then recreate it one by one for all the queues > >except the one or two I don't want it in. > > > >A nifty feature would be, when you are looking at the scrips for a > >particular queue, next to each global scrip in the upper group, have a > >radio > >or dropdown to enable or disable that (not-so-global-anymore) scrip from > >that particular queue, yet let all the other queues have it. One trick you can use is that a queue-specific template named the same as a global template will override the global one. so you could create a queue-specific "Autoreply", say, that had "To: nobody at localhost\nCc: nobody at localhost\nBcc: nobody at localhost\n\n" and nothing else. I _think_ that would inhibit mail sending for just that queue. > > > >Thank you for your time, > > > >Peter > > There's an add-on to do this. Check the wiki under > Contributions/Other/Dirk Pape. > > Steve > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > -- From sven.sternberger at desy.de Thu May 11 09:58:11 2006 From: sven.sternberger at desy.de (Sven Sternberger) Date: Thu, 11 May 2006 15:58:11 +0200 Subject: [rt-users] RT3.6 bug/feature report! Message-ID: <1147355891.3561.30.camel@pcx4546.desy.de> Hello! I noticed that ther is a difference between 3.0 and 3.6rc1 in the access rights handling Situation: Two Queues named qa and qb. The user has the right to modify tickets in qa but not in qb. In 3.0 it is possible, to set a link from a ticket in qa to to a ticket in qb. In 3.6 I get permission denied, which looks like I have to give the user the right to modify tickets in qb. regards! From jesse at bestpractical.com Thu May 11 10:27:45 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 11 May 2006 10:27:45 -0400 Subject: [rt-users] RT3.6 bug/feature report! In-Reply-To: <1147355891.3561.30.camel@pcx4546.desy.de> References: <1147355891.3561.30.camel@pcx4546.desy.de> Message-ID: <20060511142745.GM24532@bestpractical.com> On Thu, May 11, 2006 at 03:58:11PM +0200, Sven Sternberger wrote: > Hello! > > I noticed that ther is a difference between 3.0 and 3.6rc1 in the > access rights handling That's correct. There were complaints about the old behaviour. I can't remember if simply changing the default about how many scrips are run on link transactions will change the behaviour. > Situation: > > Two Queues named qa and qb. The user has the right to modify tickets > in qa but not in qb. In 3.0 it is possible, to set a link > from a ticket in qa to to a ticket in qb. In 3.6 I get permission > denied, which looks like I have to give the user the right to > modify tickets in qb. > > regards! > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 Thu May 11 11:30:51 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 11 May 2006 11:30:51 -0400 Subject: [rt-users] RT3.6 bug/feature report! In-Reply-To: <20060511142745.GM24532@bestpractical.com> References: <1147355891.3561.30.camel@pcx4546.desy.de> <20060511142745.GM24532@bestpractical.com> Message-ID: <6.2.3.4.2.20060511112348.0348c918@po14.mit.edu> At Thursday 5/11/2006 10:27 AM, Jesse Vincent wrote: >On Thu, May 11, 2006 at 03:58:11PM +0200, Sven Sternberger wrote: > > Hello! > > > > I noticed that ther is a difference between 3.0 and 3.6rc1 in the > > access rights handling > >That's correct. There were complaints about the old behaviour. I can't >remember if simply changing the default about how many scrips are run on >link transactions will change the behaviour. I'd love to see this one reversed - to me, linking to a ticket doesn't equal updating the ticket. For us, this feature has unintended consequences - our Help Desk staff need the ability to 'lock' a ticket so that multiple people aren't trying to answer a question at the same time. To do this we do not grant ModifyTicket directly to the Help Desk staff - we grant them 'OwnTicket', and we grant ModifyTicket to the Owner role. So they have to take or steal a ticket before they can update it. However, the permissions for creating links now mean that help desk staff can't group similar tickets by using parent/child links unless they own all of the tickets. This is inconvenient of course, and we got around it by bypassing the ACL check . Thanks, Steve From sven.sternberger at desy.de Thu May 11 11:33:09 2006 From: sven.sternberger at desy.de (Sven Sternberger) Date: Thu, 11 May 2006 17:33:09 +0200 Subject: [rt-users] RT3.6 bug/feature report! In-Reply-To: <20060511142745.GM24532@bestpractical.com> References: <1147355891.3561.30.camel@pcx4546.desy.de> <20060511142745.GM24532@bestpractical.com> Message-ID: <1147361590.3561.43.camel@pcx4546.desy.de> On Thu, 2006-05-11 at 10:27 -0400, Jesse Vincent wrote: > On Thu, May 11, 2006 at 03:58:11PM +0200, Sven Sternberger wrote: > > I noticed that ther is a difference between 3.0 and 3.6rc1 in the > > access rights handling > > That's correct. There were complaints about the old behaviour. I can't > remember if simply changing the default about how many scrips are run on > link transactions will change the behaviour. > > > > Situation: > > > > Two Queues named qa and qb. The user has the right to modify tickets > > in qa but not in qb. In 3.0 it is possible, to set a link > > from a ticket in qa to to a ticket in qb. In 3.6 I get permission > > denied, which looks like I have to give the user the right to > > modify tickets in qb. Okay, I can understand why this was changed but this shows in my opinion a problem in the rights management. The "ModifyTicket" is not fine grained enough. I think there is a big difference between the modification of a subject line or link relation to other tickets and the ability to close or delete a ticket. Because the option to change the status, I only give people which also have the right to take/own tickets in the queue the "ModifyTicket" right. So it would be very helpful if the "ModifyTicket" could be split up in "ModifyTicket" and "ModifyTicketStatus" regards! From jcolson at voidgate.org Thu May 11 11:34:36 2006 From: jcolson at voidgate.org (Joshua Colson) Date: Thu, 11 May 2006 08:34:36 -0700 Subject: [rt-users] Re: [3.6][FIX] Searches by custom fields In-Reply-To: <589c94400605110053n4c381be8tee010759444b3bb5@mail.gmail.com> References: <589c94400605110053n4c381be8tee010759444b3bb5@mail.gmail.com> Message-ID: <1147361676.7585.76.camel@s60r.ination.com> On Thu, 2006-05-11 at 11:53 +0400, Ruslan Zakirov wrote: > Hello. > > I've commited fixes several fixes into 3.5 branch that should fix > issues with searches by CFs. > Please test it with your test cases and report back. > I've downloaded the current release of 3.5-TESTING (5204), built it and copied the database from my other RT instance to it. I still get zero results. I've verified that the custom fields are still populated on the test instance. Is there any information that I can provide that would help? Is anyone able to successfully search custom fields in 3.6, or is it likely that Rangarajan and I have just mis-configured something? Thanks for the help. -- Joshua Colson From jcolson at voidgate.org Thu May 11 11:48:56 2006 From: jcolson at voidgate.org (Joshua Colson) Date: Thu, 11 May 2006 08:48:56 -0700 Subject: [rt-users] basic info about localisation (I want to "translate" RT to Greek) In-Reply-To: References: Message-ID: <1147362536.7585.85.camel@s60r.ination.com> On Thu, 2006-05-11 at 13:52 +0300, Nick Demou wrote: > I've spent some time with RT and I liked it :-). So now I am willing > to begin translating most texts to my language (Greek) so that other > people can feel more comfortable with the web interface and the > automated emails. I would be gratefull if you could you give me some > pointers to related information. > If you're planning on doing any modifications to RT, I highly recommend you purchase the RT Essentials book from O'Reilly (http://rtbook.bestpractical.com/). To get you started though, look into Locale::Maketext (http://search.cpan.org/~petdance/Locale-Maketext-1.10/lib/Locale/Maketext.pod) and Locale::Maketext::Lexicon (http://search.cpan.org/~autrijus/Locale-Maketext-Lexicon-0.61/lib/Locale/Maketext/Lexicon.pm) which is what RT uses internally. There are also two subs that RT uses (defined in RT::Base), loc() and loc_fuzzy()... perldoc RT::Base I hope that helps. I really do recommend you get the RT Essentials book... I thought that I could read the code and just figure it out (which I probably could have) but the book makes that process much easier and less error prone. -- Joshua Colson From jboris at adphila.org Thu May 11 11:51:17 2006 From: jboris at adphila.org (John Boris) Date: Thu, 11 May 2006 11:51:17 -0400 Subject: [rt-users] Notifying a certain user when a ticket is created in a Queue Message-ID: Steve, Thanks. I will look into that. This is all new to me. I did get a response about a Perl Module and I am in the process of trying to add that. This option is a good learning tool for me to see what is involved in creating templates and the other option is a learning tool for me to add modules. I am looking for the easiest and cleanest way to do this so lets see which idea pans out. I will probably have both available when I get done. John J. Boris, Sr. JEN-A-SyS Administrator Archdiocese of Philadelphia "Remember! That light at the end of the tunnel Just might be the headlight of an oncoming train!" >>> Stephen Turner 05/11/06 9:40 AM >>> At Wednesday 5/10/2006 05:01 PM, John Boris wrote: >Can a scrip be written that will notify a set of users that a ticket has >been created in a queue without assigning the ticket to that user or >making that person an AdminCc? I don't want to send a bunch of >duplicate emails. I want the certain group of people to get notified >there is a ticket. I have a script that sets another users as the >AdminCc for all tickets that are created in the Queue. > >I Hope that is clear. > >TIA > >John J. Boris, Sr. John, We have a kludgey way of doing this - we set up a queue template that starts with a CC: followed by the email addresses we want to notify. There must be a blank line between the CC header and the message body. Let's say this template is called 'OurCreateNotification'. Then we set up a queue scrip that uses this template: 'On Create Notify Other Recipients using template OurCreateNotification'. Steve From lawrencewong72 at yahoo.com Thu May 11 11:52:18 2006 From: lawrencewong72 at yahoo.com (Lawrence Wong) Date: Thu, 11 May 2006 08:52:18 -0700 (PDT) Subject: [rt-users] Creating Templates/Scrip to reply to Failed Ticket Creation Message-ID: <20060511155218.93876.qmail@web54209.mail.yahoo.com> Hi all, I'm very new to RT having just installed RT-3.4.5 so apologies if my query has been answered before. I've tried searching the RT website as well as Google but couldn't find anything close. I noticed RT comes by default with a Scrip to cater for auto replying upon successful creation of a ticket. Is there anyway I can create a Scrip/Template/Action to generate an auto reply upon failure to create a ticket (i.e. a person sends email to a queue which he does not have the permission to create tickets)? TIA! __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From jesse at bestpractical.com Thu May 11 11:59:58 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 11 May 2006 11:59:58 -0400 Subject: [rt-users] RT3.6 bug/feature report! Message-ID: <20060511155958.GP24532@bestpractical.com> Does anyone feel that this change should _not_ be reversed? Should the change only trigger if two txns are recorded? Should that second transaction simply be run as the RT_System user? On Thu, May 11, 2006 at 11:30:51AM -0400, Stephen Turner wrote: > At Thursday 5/11/2006 10:27 AM, Jesse Vincent wrote: > > >On Thu, May 11, 2006 at 03:58:11PM +0200, Sven Sternberger wrote: > >> Hello! > >> > >> I noticed that ther is a difference between 3.0 and 3.6rc1 in the > >> access rights handling > > > >That's correct. There were complaints about the old behaviour. I can't > >remember if simply changing the default about how many scrips are run on > >link transactions will change the behaviour. > > I'd love to see this one reversed - to me, linking to a ticket > doesn't equal updating the ticket. > > For us, this feature has unintended consequences - our Help Desk > staff need the ability to 'lock' a ticket so that multiple people > aren't trying to answer a question at the same time. To do this we do > not grant ModifyTicket directly to the Help Desk staff - we grant > them 'OwnTicket', and we grant ModifyTicket to the Owner role. So > they have to take or steal a ticket before they can update it. > > However, the permissions for creating links now mean that help desk > staff can't group similar tickets by using parent/child links unless > they own all of the tickets. This is inconvenient of course, and we > got around it by bypassing the ACL check . > > Thanks, > Steve > -- From jb at smarterliving.com Thu May 11 12:33:17 2006 From: jb at smarterliving.com (JB Segal) Date: Thu, 11 May 2006 12:33:17 -0400 Subject: [rt-users] Prevent queue mailing back In-Reply-To: <589c94400604030427v705715ccs90f662d388e29002@mail.gmail.com> References: <000101c6570d$ba58c910$0a02a8c0@PCMichael> <589c94400604030427v705715ccs90f662d388e29002@mail.gmail.com> Message-ID: <20060511163317.GA9167@smarterliving.com> Quoth Ruslan Zakirov (ruslan.zakirov at gmail.com): > On 4/3/06, Michael Shanks wrote: > > Hello, > > > > Could someone point me in the right direction, I have several queues setup > > that I don't want mailing back when an e-mail is submitted, how is this > > achieved? > > > > Delte autoreply scrip. > > -- > Best regards, Ruslan. So, is there a good way to do this for only one queue, out of 20? Deleting the global scrip and adding in 19 new local ones (and adding it to all new queues created after this) seems the wrong thing. If I had 19 queues I didn't want to send autoreplies and only 1 I did, that would make sense. RT 3.4.5, btw. Thanks! JB -- JB Segal 617-886-5575 www.smartertravel.com Systems/Network Admin. 465 Medford St. Ste 400 www.bookingbuddy.com Smarter Living, Inc. Boston, MA 02129 www.tripmania.com From ndemou at gmail.com Thu May 11 12:35:50 2006 From: ndemou at gmail.com (Nick Demou) Date: Thu, 11 May 2006 19:35:50 +0300 Subject: [rt-users] basic info about localisation (I want to "translate" RT to Greek) In-Reply-To: <1147362536.7585.85.camel@s60r.ination.com> References: <1147362536.7585.85.camel@s60r.ination.com> Message-ID: 2006/5/11, Joshua Colson : > On Thu, 2006-05-11 at 13:52 +0300, Nick Demou wrote: > > I've spent some time with RT and I liked it :-). So now I am willing > > to begin translating most texts to my language (Greek) so that other > > people can feel more comfortable with the web interface and the > > automated emails. I would be gratefull if you could you give me some > > pointers to related information. > > > > If you're planning on doing any modifications to RT, I highly recommend > you purchase the RT Essentials book from O'Reilly > (http://rtbook.bestpractical.com/). > > To get you started though, look into Locale::Maketext > (http://search.cpan.org/~petdance/Locale-Maketext-1.10/lib/Locale/Maketext.pod) and Locale::Maketext::Lexicon (http://search.cpan.org/~autrijus/Locale-Maketext-Lexicon-0.61/lib/Locale/Maketext/Lexicon.pm) which is what RT uses internally. There are also two subs that RT uses (defined in RT::Base), loc() and loc_fuzzy()... perldoc RT::Base > > I hope that helps. I really do recommend you get the RT Essentials > book... I thought that I could read the code and just figure it out > (which I probably could have) but the book makes that process much > easier and less error prone. > thanks Joshua - I've read the sample chapter online and it seems a good book anyway If I have any problems later should I ask here or on the devel list? From jb at smarterliving.com Thu May 11 12:38:03 2006 From: jb at smarterliving.com (JB Segal) Date: Thu, 11 May 2006 12:38:03 -0400 Subject: [rt-users] Lack of trailing slash causing porblems in IE In-Reply-To: <5ed41c130605080934o46e188b9v393f06f71acf884a@mail.gmail.com> References: <5ed41c130604201102l5674de49of1f27a568ea19daa@mail.gmail.com> <20060421153647.GH24532@bestpractical.com> <589c94400604210912j40656e1cxf9de8c05a02ac515@mail.gmail.com> <5ed41c130604270546l3660a2a0r33c0423b607a120a@mail.gmail.com> <589c94400604271410n7c85069bjbb7120c01e6d205d@mail.gmail.com> <5ed41c130604280654q5f383202if164ab7aee3cc94f@mail.gmail.com> <589c94400604281433h4eeec5a8p8ea1746bdca81723@mail.gmail.com> <5ed41c130605080934o46e188b9v393f06f71acf884a@mail.gmail.com> Message-ID: <20060511163803.GB9167@smarterliving.com> Quoth Brendan Arnold (brendanarnold at gmail.com): > Hi again, > > I still have the problem. I have found out some more information > though. After checking the logs it seems that IE, when submitting the > form info, actually does not generate a log entry. Also the 'Page > cannot be found' error appears almost immediately which gives me the > impression that IE does not even attempt to connect to the server > before it gives the error. It also seems to happen more often if you > wait about 60 seconds or more before submitting the form. > > Does anyone else have this problem as it is driving me crazy! > > Regards, > > Brendan > This is unrelated to RT, but I've been bashing my head against the IE/mod_ssl/'DNS Error' problem for the past week or 2, with both apache 1.3.x and 2.0.x. I don't have the slightest clue at this point what it is. :/ Just thought you'd like to know you're not alone. JB -- JB Segal 617-886-5575 www.smartertravel.com Systems/Network Admin. 465 Medford St. Ste 400 www.bookingbuddy.com Smarter Living, Inc. Boston, MA 02129 www.tripmania.com From jesse at bestpractical.com Thu May 11 12:47:29 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 11 May 2006 12:47:29 -0400 Subject: [rt-users] basic info about localisation (I want to "translate" RT to Greek) In-Reply-To: References: Message-ID: <20060511164729.GQ24532@bestpractical.com> On Thu, May 11, 2006 at 01:52:29PM +0300, Nick Demou wrote: > I've spent some time with RT and I liked it :-). So now I am willing > to begin translating most texts to my language (Greek) so that other > people can feel more comfortable with the web interface and the > automated emails. I would be gratefull if you could you give me some > pointers to related information. > > Nick Demou > _________ > PS: > I've allready searched the source and found a lot of xx.po files under > the folder I18N with a format that looks straight forward: You're halfway there already. There's just a little bit more you need to do: 1) touch lib/RT/I18N/gr.po This will create a blank file for Greek RT 2) make regenerate-catalogs This will fill it with blanks for all the strings in RT 3) edit the file. It's just as you guessed it was ;) 4) Send the file to us, so we can package it with RT and share it with everybody else. I'd be indebted if you could start with RT 3.6.0pre1, rather than RT 3.4. It's almost ready for release (probably within a few weeks) and I'd love to be able to include Greek in our supported languages. RT 3.6 includes some new strings, so a 3.4 translation will still get us most of the way there, though. Thanks! Jesse > msgid "Cannot create user: %1" > msgstr "I THINK THIS IS WHERE I SHOULD PUT MY GREEK UTF8 TEXT : %1" > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > -- From jcolson at voidgate.org Thu May 11 13:07:54 2006 From: jcolson at voidgate.org (Joshua Colson) Date: Thu, 11 May 2006 10:07:54 -0700 Subject: [rt-users] RT3.6 bug/feature report! In-Reply-To: <20060511155958.GP24532@bestpractical.com> References: <20060511155958.GP24532@bestpractical.com> Message-ID: <1147367274.7585.90.camel@s60r.ination.com> On Thu, 2006-05-11 at 11:59 -0400, Jesse Vincent wrote: > Does anyone feel that this change should _not_ be reversed? Should the > change only trigger if two txns are recorded? Should that second > transaction simply be run as the RT_System user? I tend to agree with the OP. It seems to me that links don't really exist *in* tickets, but just as glue to pull multiple tickets together. Maybe a new right should be added such as (Create|Modify|Delete)Link. -- Joshua Colson From jcolson at voidgate.org Thu May 11 13:11:05 2006 From: jcolson at voidgate.org (Joshua Colson) Date: Thu, 11 May 2006 10:11:05 -0700 Subject: [rt-users] basic info about localisation (I want to "translate" RT to Greek) In-Reply-To: References: <1147362536.7585.85.camel@s60r.ination.com> Message-ID: <1147367465.7585.96.camel@s60r.ination.com> On Thu, 2006-05-11 at 19:35 +0300, Nick Demou wrote: > thanks Joshua - I've read the sample chapter online and it seems a > good book anyway > If I have any problems later should I ask here or on the devel list? No problem. It is probably more appropriate on the rt-devel list. -- Joshua Colson From rangarajan.radhakrishnan at bms.com Thu May 11 13:08:19 2006 From: rangarajan.radhakrishnan at bms.com (Rangarajan Radhakrishnan) Date: Thu, 11 May 2006 13:08:19 -0400 Subject: [rt-users] Re: [3.6][FIX] Searches by custom fields In-Reply-To: <1147361676.7585.76.camel@s60r.ination.com> References: <589c94400605110053n4c381be8tee010759444b3bb5@mail.gmail.com> <1147361676.7585.76.camel@s60r.ination.com> Message-ID: <44636F83.4000502@bms.com> Joshua, I am somewhat tied up with other stuff, but will give it a shot as soon as I get a chance. Will it be possible for you to put a debug statement in DBIx::SearchBuilder as part of DoQuery that prints out the QueryString. Details in this thread: http://lists.bestpractical.com/pipermail/rt-users/2006-May/039168.html http://lists.bestpractical.com/pipermail/rt-users/2006-May/039185.html Thanks Joshua Colson wrote: >On Thu, 2006-05-11 at 11:53 +0400, Ruslan Zakirov wrote: > > >> Hello. >> >>I've commited fixes several fixes into 3.5 branch that should fix >>issues with searches by CFs. >>Please test it with your test cases and report back. >> >> >> > >I've downloaded the current release of 3.5-TESTING (5204), built it and >copied the database from my other RT instance to it. I still get zero >results. I've verified that the custom fields are still populated on the >test instance. Is there any information that I can provide that would >help? > >Is anyone able to successfully search custom fields in 3.6, or is it >likely that Rangarajan and I have just mis-configured something? > >Thanks for the help. > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From JVlavianos at ecastinc.com Thu May 11 13:17:06 2006 From: JVlavianos at ecastinc.com (Jay Vlavianos) Date: Thu, 11 May 2006 10:17:06 -0700 Subject: [rt-users] Queue contents not visible Message-ID: This should be a permissions issue, but no matter permissions I give to myself I can't see the contents of a queue. Now this queue is an approval queue where the tickets are created via a template, but it there something specific about the ticket creation that I am missing where I can't see them? I don't want to be the owner of the ticket, that is someone else, but I do want to see what tickets are outstanding in that queue. Anyone? Should be simple right? Most things that are overlooked are simple...... :-) -Jay -------------- next part -------------- An HTML attachment was scrubbed... URL: From jcolson at voidgate.org Thu May 11 13:37:08 2006 From: jcolson at voidgate.org (Joshua Colson) Date: Thu, 11 May 2006 10:37:08 -0700 Subject: [rt-users] Re: [3.6][FIX] Searches by custom fields In-Reply-To: <44636F83.4000502@bms.com> References: <589c94400605110053n4c381be8tee010759444b3bb5@mail.gmail.com> <1147361676.7585.76.camel@s60r.ination.com> <44636F83.4000502@bms.com> Message-ID: <1147369028.7585.106.camel@s60r.ination.com> On Thu, 2006-05-11 at 13:08 -0400, Rangarajan Radhakrishnan wrote: > Will it be possible for you to put a debug statement in > DBIx::SearchBuilder as part of DoQuery that prints out the > QueryString. > > Details in this thread: > http://lists.bestpractical.com/pipermail/rt-users/2006-May/039168.html > http://lists.bestpractical.com/pipermail/rt-users/2006-May/039185.html At least in the 3.6 version, RT now supports the following in the RT_SiteConfig to log SQL queries: Set($StatementLog, ''); ... for example: Set($StatementLog, 'debug'); will log all SQL statements when logging is enabled. I'll turn on logging and paste them. -- Joshua Colson From KFCrocker at lbl.gov Thu May 11 13:38:00 2006 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 11 May 2006 10:38:00 -0700 Subject: [rt-users] Global Scrip, but individually removeable? In-Reply-To: <02e801c6749e$3bc13390$3901a8c0@digifoni581d26> References: <02e801c6749e$3bc13390$3901a8c0@digifoni581d26> Message-ID: <44637678.2020309@lbl.gov> Peter Collins wrote: > > I've got version 3.2.3 right now. > > Let's say I have a global scrip that I want to apply to MOST of the queues > but not all. The only way I can see to do this is to delete the scrip from > the global scrip place and then recreate it one by one for all the queues > except the one or two I don't want it in. > > A nifty feature would be, when you are looking at the scrips for a > particular queue, next to each global scrip in the upper group, have a radio > or dropdown to enable or disable that (not-so-global-anymore) scrip from > that particular queue, yet let all the other queues have it. > > Thank you for your time, > > Peter > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > > I agree with Peter. This would be a good feature. Also, has anyone noticed that when you create a ticket using Quick ticket creation the ticket does NOT get a requestor put in? Kenn From jcolson at voidgate.org Thu May 11 13:41:26 2006 From: jcolson at voidgate.org (Joshua Colson) Date: Thu, 11 May 2006 10:41:26 -0700 Subject: [rt-users] Re: [3.6][FIX] Searches by custom fields In-Reply-To: <1147369028.7585.106.camel@s60r.ination.com> References: <589c94400605110053n4c381be8tee010759444b3bb5@mail.gmail.com> <1147361676.7585.76.camel@s60r.ination.com> <44636F83.4000502@bms.com> <1147369028.7585.106.camel@s60r.ination.com> Message-ID: <1147369286.7585.109.camel@s60r.ination.com> On Thu, 2006-05-11 at 10:37 -0700, Joshua Colson wrote: > At least in the 3.6 version, RT now supports the following in the > RT_SiteConfig to log SQL queries: > > Set($StatementLog, ''); > > ... for example: > > > > Set($StatementLog, 'debug'); > > > > will log all SQL statements when logging is enabled. ... this should say "when *debug* logging is enabled." -- Joshua Colson From ruslan.zakirov at gmail.com Thu May 11 13:55:01 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 11 May 2006 21:55:01 +0400 Subject: [rt-users] Re: [3.6][FIX] Searches by custom fields In-Reply-To: <1147361676.7585.76.camel@s60r.ination.com> References: <589c94400605110053n4c381be8tee010759444b3bb5@mail.gmail.com> <1147361676.7585.76.camel@s60r.ination.com> Message-ID: <589c94400605111055l6e64cf83xd25c5470e3977e5d@mail.gmail.com> I reproduced problem when people search by one field with several restrictions, for example "CF.{cf1} = 'foo' OR CF.{cf1} = 'bar'". Also, change should fix issue when RT generate wrong SQL query with reference to 'main.name' column that doesn't exist. If you see other issues feel free to send links to the archives. On 5/11/06, Joshua Colson wrote: > On Thu, 2006-05-11 at 11:53 +0400, Ruslan Zakirov wrote: > > Hello. > > > > I've commited fixes several fixes into 3.5 branch that should fix > > issues with searches by CFs. > > Please test it with your test cases and report back. > > > > I've downloaded the current release of 3.5-TESTING (5204), built it and > copied the database from my other RT instance to it. I still get zero > results. I've verified that the custom fields are still populated on the > test instance. Is there any information that I can provide that would > help? > > Is anyone able to successfully search custom fields in 3.6, or is it > likely that Rangarajan and I have just mis-configured something? > > Thanks for the help. > > -- > Joshua Colson > > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Thu May 11 14:04:56 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 11 May 2006 22:04:56 +0400 Subject: [rt-users] Prevent queue mailing back In-Reply-To: <20060511163317.GA9167@smarterliving.com> References: <000101c6570d$ba58c910$0a02a8c0@PCMichael> <589c94400604030427v705715ccs90f662d388e29002@mail.gmail.com> <20060511163317.GA9167@smarterliving.com> Message-ID: <589c94400605111104m459e70f0vea0d293d9a7208e9@mail.gmail.com> From FAQ: "search in mail archives". http://marc.theaimsgroup.com/?l=rt-users&w=2&r=1&s=disable+scrip&q=b Solutions: http://marc.theaimsgroup.com/?l=rt-users&m=114125434731313&w=2 http://marc.theaimsgroup.com/?l=rt-users&m=114735506430230&w=2 http://marc.theaimsgroup.com/?l=rt-users&m=114735709413533&w=2 On 5/11/06, JB Segal wrote: > Quoth Ruslan Zakirov (ruslan.zakirov at gmail.com): > > On 4/3/06, Michael Shanks wrote: > > > Hello, > > > > > > Could someone point me in the right direction, I have several queues setup > > > that I don't want mailing back when an e-mail is submitted, how is this > > > achieved? > > > > > > > Delte autoreply scrip. > > > > -- > > Best regards, Ruslan. > > So, is there a good way to do this for only one queue, out of 20? > > Deleting the global scrip and adding in 19 new local ones (and adding > it to all new queues created after this) seems the wrong thing. > > If I had 19 queues I didn't want to send autoreplies and only 1 I did, > that would make sense. > > RT 3.4.5, btw. > > Thanks! > > JB > > -- > JB Segal 617-886-5575 www.smartertravel.com > Systems/Network Admin. 465 Medford St. Ste 400 www.bookingbuddy.com > Smarter Living, Inc. Boston, MA 02129 www.tripmania.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 jb at smarterliving.com Thu May 11 14:26:51 2006 From: jb at smarterliving.com (JB Segal) Date: Thu, 11 May 2006 14:26:51 -0400 Subject: [rt-users] Prevent queue mailing back In-Reply-To: <589c94400605111104m459e70f0vea0d293d9a7208e9@mail.gmail.com> References: <000101c6570d$ba58c910$0a02a8c0@PCMichael> <589c94400604030427v705715ccs90f662d388e29002@mail.gmail.com> <20060511163317.GA9167@smarterliving.com> <589c94400605111104m459e70f0vea0d293d9a7208e9@mail.gmail.com> Message-ID: <20060511182651.GC9167@smarterliving.com> Quoth Ruslan Zakirov (ruslan.zakirov at gmail.com): > From FAQ: "search in mail archives". > http://marc.theaimsgroup.com/?l=rt-users&w=2&r=1&s=disable+scrip&q=b Thanks. I'd searched before - a month or 2 ago, the last time I was thinking about this - and not found anything. I have no idea what I searched on. (And given how much of this conversation happened today and yesterday, I look like a right fool. :) JB > Solutions: > http://marc.theaimsgroup.com/?l=rt-users&m=114125434731313&w=2 > http://marc.theaimsgroup.com/?l=rt-users&m=114735506430230&w=2 > http://marc.theaimsgroup.com/?l=rt-users&m=114735709413533&w=2 > > On 5/11/06, JB Segal wrote: > >Quoth Ruslan Zakirov (ruslan.zakirov at gmail.com): > >> On 4/3/06, Michael Shanks wrote: > >> > Hello, > >> > > >> > Could someone point me in the right direction, I have several queues setup > >> > that I don't want mailing back when an e-mail is submitted, how is this > >> > achieved? > >> > > >> > >> Delte autoreply scrip. > >> > >> -- > >> Best regards, Ruslan. > > > >So, is there a good way to do this for only one queue, out of 20? > > > >Deleting the global scrip and adding in 19 new local ones (and adding > >it to all new queues created after this) seems the wrong thing. > > > >If I had 19 queues I didn't want to send autoreplies and only 1 I did, > >that would make sense. > > > >RT 3.4.5, btw. > > > >Thanks! > > > >JB > > > >-- > >JB Segal 617-886-5575 www.smartertravel.com > >Systems/Network Admin. 465 Medford St. Ste 400 www.bookingbuddy.com > >Smarter Living, Inc. Boston, MA 02129 www.tripmania.com > >_______________________________________________ > >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > >Community help: http://wiki.bestpractical.com > >Commercial support: sales at bestpractical.com > > > > > >Discover RT's hidden secrets with RT Essentials from O'Reilly 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. -- JB Segal 617-886-5575 www.smartertravel.com Systems/Network Admin. 465 Medford St. Ste 400 www.bookingbuddy.com Smarter Living, Inc. Boston, MA 02129 www.tripmania.com From futurahost at futurahost.com Thu May 11 14:27:25 2006 From: futurahost at futurahost.com (Pablo Povarchik) Date: Thu, 11 May 2006 20:27:25 +0200 Subject: [rt-users] Attachments on RT not being sent on the email Message-ID: <1147372045.2482.48.camel@localhost.localdomain> Hello Should RT send the uploaded files (attachments) on the correspondence email? If yes, it's not working on our RT, how do we workaround this? Thanks -- Pablo Povarchik de Carrasquedo Quality Colocation and Dedicated Servers services Colocation facilities include Fremont California, London UK and Trento Italy +-- FuturaHost.Com (AS39317) - Industrial & Business Class ISP --+ | Web Hosting - Dedicated Servers - Colocation | info at futurahost.com - http://futurahost.com/ - (+39) 0461 592710 | Get a high quality full cabinet with 5Mbps full burst included | for only ?700/month, availability also in London +----------------------------------------------------------------+ From timothy-flynn at uiowa.edu Thu May 11 15:17:36 2006 From: timothy-flynn at uiowa.edu (Flynn, Timothy J) Date: Thu, 11 May 2006 14:17:36 -0500 Subject: [rt-users] Error with ticket search builder Message-ID: I am getting this error in the bottom right screen of search builder periodically. Any ideas? System is RT 3.4.5 on Postgres 8.1 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/Attributes_Overlay.pm:88 /usr/local/rt3/lib/RT/Attributes_Overlay.pm:119 /usr/local/rt3/share/html/Search/Elements/SelectSearchesForObjects:58 /usr/local/rt3/share/html/Search/Elements/EditSearches:75 /usr/local/rt3/share/html/Search/Build.html:99 /usr/local/rt3/share/html/autohandler:215 raw error Thanks, -Tim From KFCrocker at lbl.gov Thu May 11 15:26:06 2006 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 11 May 2006 12:26:06 -0700 Subject: [rt-users] RT3.6 bug/feature report! In-Reply-To: <20060511155958.GP24532@bestpractical.com> References: <20060511155958.GP24532@bestpractical.com> Message-ID: <44638FCE.5090300@lbl.gov> Jesse Vincent wrote: > Does anyone feel that this change should _not_ be reversed? Should the > change only trigger if two txns are recorded? Should that second > transaction simply be run as the RT_System user? > > On Thu, May 11, 2006 at 11:30:51AM -0400, Stephen Turner wrote: > >> At Thursday 5/11/2006 10:27 AM, Jesse Vincent wrote: >> >> >>> On Thu, May 11, 2006 at 03:58:11PM +0200, Sven Sternberger wrote: >>> >>>> Hello! >>>> >>>> I noticed that ther is a difference between 3.0 and 3.6rc1 in the >>>> access rights handling >>>> >>> That's correct. There were complaints about the old behaviour. I can't >>> remember if simply changing the default about how many scrips are run on >>> link transactions will change the behaviour. >>> >> I'd love to see this one reversed - to me, linking to a ticket >> doesn't equal updating the ticket. >> >> For us, this feature has unintended consequences - our Help Desk >> staff need the ability to 'lock' a ticket so that multiple people >> aren't trying to answer a question at the same time. To do this we do >> not grant ModifyTicket directly to the Help Desk staff - we grant >> them 'OwnTicket', and we grant ModifyTicket to the Owner role. So >> they have to take or steal a ticket before they can update it. >> >> However, the permissions for creating links now mean that help desk >> staff can't group similar tickets by using parent/child links unless >> they own all of the tickets. This is inconvenient of course, and we >> got around it by bypassing the ACL check . >> >> Thanks, >> Steve >> >> > > Jesse, As much as I love what is being done in 3.6, I have to agree that the linking of tickets should be seperate from an owner modifying one ie. the person doing the linkng does NOT have to be the owner. OR you could make that kind of ownership an option when linking. Perhaps in configuration, there is an option that requires ownership to do links or not. Just a thought. Also, I would REALLY like 3.6 to resolve the QUICK TICKET function to put in a requestor automatically, PLEASE! Thanks. Kenn/LBNL From jszabo at dilligaff.rutgers.edu Thu May 11 15:48:52 2006 From: jszabo at dilligaff.rutgers.edu (joe) Date: Thu, 11 May 2006 15:48:52 -0400 (EDT) Subject: [rt-users] mandatory fields (to be filled in)? In-Reply-To: References: Message-ID: Is it possible to add a field that is mandatory to be filled in? Joe From jcolson at voidgate.org Thu May 11 16:02:13 2006 From: jcolson at voidgate.org (Joshua Colson) Date: Thu, 11 May 2006 13:02:13 -0700 Subject: [rt-users] mandatory fields (to be filled in)? In-Reply-To: References: Message-ID: <1147377734.7585.114.camel@s60r.ination.com> On Thu, 2006-05-11 at 15:48 -0400, joe wrote: > Is it possible to add a field that is mandatory to be filled in? > > Joe You can add a mandatory custom field in 3.6. From todd at chaka.net Thu May 11 16:11:44 2006 From: todd at chaka.net (Todd Chapman) Date: Thu, 11 May 2006 16:11:44 -0400 Subject: [rt-users] RT3.6 bug/feature report! In-Reply-To: <20060511155958.GP24532@bestpractical.com> References: <20060511155958.GP24532@bestpractical.com> Message-ID: <20060511201144.GK16223@chaka.net> On Thu, May 11, 2006 at 11:59:58AM -0400, Jesse Vincent wrote: > Does anyone feel that this change should _not_ be reversed? Should the > change only trigger if two txns are recorded? Should that second > transaction simply be run as the RT_System user? > My first preference would be to record the transaction as the proper user. This could be done by having Record::_NewTransaction create the transaction but then switch the current user to RT_System before $self->_SetLastUpdated if the current user doesn't have ModifyTicket. My second preference would be to record the transaction as performed by RT_System. -Todd From tomw at bnl.gov Thu May 11 16:10:14 2006 From: tomw at bnl.gov (Tomasz Wlodek) Date: Thu, 11 May 2006 16:10:14 -0400 (EDT) Subject: [rt-users] Command line interface problems In-Reply-To: References: Message-ID: Hi, I have two questions regarding the command line interface. Its description in the book is sketchy, at best. I want to create users using command line interface. I do /usr/bin/rt create -t user set username=test emailaddress=test at junk.com password=test8 I want to create user with username (for login) test. However I can't do this: rt does not know the username attribute. The user is created, but the user id is set to be the e-mail address: test at junk.com. Here is what I get: /usr/bin/rt create -t user set username=test9 emailaddress=test9 at junk.com password=qwerty # User 513 created. # username: Unknown field. id: user/new RealName: NickName: Gecos: Organization: Address1: Address2: City: State: Zip: Country: HomePhone: WorkPhone: MobilePhone: PagerPhone: FreeformContactInfo: Comments: Signature: Lang: EmailEncoding: WebEncoding: ExternalContactInfoId: ContactInfoSystem: ExternalAuthId: AuthSystem: password: qwerty The list of parameters does not give any hint as what should be the userid How can I force rt to make test the userid which user types to login to RT? When I tried to use id instead username I do not get errors: /usr/bin/rt create -t user set id=test10 emailaddress=test10 at junk.com password=qwerty # User 515 created. But the user cannot logon neither. Tomasz Wlodek | tel 631-344-7448 Brookhaven Laboratory, Building 510M | fax 631-344-7616 Upton NY 11973-5000 | From tomw at bnl.gov Thu May 11 16:13:35 2006 From: tomw at bnl.gov (Tomasz Wlodek) Date: Thu, 11 May 2006 16:13:35 -0400 (EDT) Subject: [rt-users] Second question about Command Line interface In-Reply-To: References: Message-ID: Ok and here is my second question about CLI. When I create users using CLI they are created as unprivileged users. Which means that they cannot even edit their own user information. How can I grant them rights using CLI? I would like evey user to be able to modify their information and post tickets. I assume that every created user belongs to group "Everyone" and I have granted such rights to this group already, however I see that new users created using CLI still do not have any rights. I assume that there is a command rt grant .... what is the syntax? Could someone post an example how to make a user a privileged user? Tomasz Wlodek | tel 631-344-7448 Brookhaven Laboratory, Building 510M | fax 631-344-7616 Upton NY 11973-5000 | From taan at cryologic.com Thu May 11 17:26:41 2006 From: taan at cryologic.com (taan) Date: Fri, 12 May 2006 07:26:41 +1000 Subject: [rt-users] Re: Request Tracker In-Reply-To: References: Message-ID: <4463AC11.4030305@cryologic.com> The AdminCC can't see what is in the Approvals queue by clicking on the Approvals tab, onlt the Approval Ticket Owner can. However the AdminCC should be able to view the Ticket requiring Approval and from there, under links depends on, open the Approval Ticket and change the Owner. Of coarse, as mentioned in another thread, you could hardwire the template for Approval creation to set a distinct owner. Taan Jay Vlavianos wrote: > So that helped my user see something in the "Approval" section, but my > AdminCC user still can't see anything IN the queue. This is maddening! > If he can't see it, he cant "own" it, since its assigned a Nobody owner > at creation. > > -jay > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of taan > Sent: Monday, May 08, 2006 6:56 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Re: Request Tracker > > Make sure an owner is assigned to the approval ticket and that they have > > the correct ACLs. > > For some reason even though I give privileged users the required access > I still had to assign appropriate ACL's on a per queue basis (ie to the > Approval queue). > > Hope this helps. > Taan > > rt3 at acerhomes.com wrote: >> Sorry, Craig. Im still stucked here. Philip Kine gave some points >> on approval but it doesn't work for me (Subject: How to debug RT >> better). You also try it and hopefully you give me feedback. TY >> >>> Hi, >>> >>> >>> >>> I saw your post on the Request Tracker mailing list regarding the >>> Approvals no longer showing up. I'm having the same problem after >>> upgrading. Did you ever get an answer? > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 tomw at bnl.gov Thu May 11 17:24:21 2006 From: tomw at bnl.gov (Tomasz Wlodek) Date: Thu, 11 May 2006 17:24:21 -0400 (EDT) Subject: [rt-users] Second question about Command Line interface In-Reply-To: References: Message-ID: And my followup question about granting use rights using command line interface. In the rt code I have found a routine: sub grant { my ($cmd) = @_; my $revoke = 0; while (@ARGV) { } $revoke = 1 if $cmd->{action} eq 'revoke'; } This routine does not seem to be doing anything. Does this mean that granting user rights from command line interface has not been implemented yet? Does anyone know a hack, how to bypass it? Tomasz Wlodek | tel 631-344-7448 Brookhaven Laboratory, Building 510M | fax 631-344-7616 Upton NY 11973-5000 | On Thu, 11 May 2006, Tomasz Wlodek wrote: > Ok and here is my second question about CLI. > > When I create users using CLI they are created as unprivileged users. > Which means that they cannot even edit their own user information. > > How can I grant them rights using CLI? I would like evey user to be able > to modify their information and post tickets. I assume that every created > user belongs to group "Everyone" and I have granted such rights to this > group already, however I see that new users created using CLI still do not > have any rights. > > I assume that there is a command > > rt grant .... what is the syntax? > > Could someone post an example how to make a user a privileged user? > > 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 mikep at uclink.berkeley.edu Thu May 11 18:20:21 2006 From: mikep at uclink.berkeley.edu (Mike Patterson) Date: Thu, 11 May 2006 15:20:21 -0700 Subject: [rt-users] Binary Attachments Corrupted in Migration to new box In-Reply-To: <20060510171822.GG16223@chaka.net> References: <44620889.9090604@uclink.berkeley.edu> <20060510171822.GG16223@chaka.net> Message-ID: <4463B8A5.7030104@uclink.berkeley.edu> Todd, That fixed it. Thanks, Mike Todd Chapman wrote: > Ithin you have to mysqldump with: --default-character-set=binary > > -Todd > > On Wed, May 10, 2006 at 08:36:41AM -0700, Mike Patterson wrote: > >> My binary attachments (spreadsheets, screenshots, etc..) got corrupted >> after migrating to a new box. >> >> I'm migrating from: >> FreeBSD 4.11, RT 3.2.2, MySQL 4.1.7, Apache 1.3.33, Perl 5.8.4, >> mod_perl-1.29, DBI-1.42_1 >> --TO--> >> RHEL 4.3, RT 3.4.5, MySQL 4.1.2-3, Apache 2.0.52, Perl 5.8.5, >> mod_fastcgi-2.4.2, DBI-1.40-8 >> >> Everything else seems fine, but the attachments are corrupt. >> >> How I upgraded: >> >> 1) Install RT 3.4.5 on my RHEL box. >> 2) Dumped mysql database: >> mysqldump --opt --add-drop-table --single-transaction --user=root >> --password=my_pass_was_here rt3 | gzip > /usr/backup/rt3_db_last2.sql.gz >> From jcolson at voidgate.org Thu May 11 18:41:35 2006 From: jcolson at voidgate.org (Joshua Colson) Date: Thu, 11 May 2006 15:41:35 -0700 Subject: [rt-users] Re: [3.6][FIX] Searches by custom fields In-Reply-To: <589c94400605111055l6e64cf83xd25c5470e3977e5d@mail.gmail.com> References: <589c94400605110053n4c381be8tee010759444b3bb5@mail.gmail.com> <1147361676.7585.76.camel@s60r.ination.com> <589c94400605111055l6e64cf83xd25c5470e3977e5d@mail.gmail.com> Message-ID: <1147387296.7585.135.camel@s60r.ination.com> On Thu, 2006-05-11 at 21:55 +0400, Ruslan Zakirov wrote: > I reproduced problem when people search by one field with several > restrictions, for example "CF.{cf1} = 'foo' OR CF.{cf1} = 'bar'". > Also, change should fix issue when RT generate wrong SQL query with > reference to 'main.name' column that doesn't exist. > > If you see other issues feel free to send links to the archives. Okay, after some digging, I found this SQL query (line numbers added): ---------------------------------------------------------------- 1 SELECT DISTINCT main.* 2 FROM Tickets main 3 LEFT JOIN ObjectCustomFields ObjectCustomFields_1 4 ON ((ObjectCustomFields_1.ObjectId = '0')) 5 AND( ObjectCustomFields_1.ObjectId = main.Queue) 6 LEFT JOIN CustomFields CustomFields_2 7 ON ( CustomFields_2.id = ObjectCustomFields_1.CustomField) 8 LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_3 9 ON ((ObjectCustomFieldValues_3.ObjectId = main.id)) 10 AND(ObjectCustomFieldValues_3.CustomField = CustomFields_2.id) 11 AND( (ObjectCustomFieldValues_3.Disabled = '0')) 12 AND( (ObjectCustomFieldValues_3.ObjectType = 'RT::Ticket')) 13 WHERE ((CustomFields_2.Name = 'Registrar-Lock')) 14 AND ((main.EffectiveId = main.id)) 15 AND ((main.Status != 'deleted')) 16 AND ((main.Type = 'ticket')) 17 AND ((main.Queue = '3') 18 AND ( (ObjectCustomFieldValues_3.Content = 'Yes') ) ) 19 ORDER BY main.id ASC 20 LIMIT 50; ---------------------------------------------------------------- I ran this against the DB and got zero results. So after closer inspection, it seems that this could only ever be true if the custom field is Global. The reason for this lies in line 5 of the statement. The aggregator should be 'OR', not 'AND'. If I change that, I get an accurate listing of tickets in the result set. However, I tried digging at the code to find where it is being set and haven't found it, yet. I figured I would send this to the list in case somebody knows off the the top of their head. Thanks. -- Joshua Colson From mikep at uclink.berkeley.edu Thu May 11 19:09:27 2006 From: mikep at uclink.berkeley.edu (Mike Patterson) Date: Thu, 11 May 2006 16:09:27 -0700 Subject: [rt-users] TicketCustomFieldValues = ObjectCustomFieldValues ? Message-ID: <4463C427.3000808@uclink.berkeley.edu> I just came across another snag in my migration (3.4.2 -> 3.4.5) migration slap my wrist for not using RT's API... however we already have a bunch of reports calling on the mysql database table TicketCustomFieldValues and I don't want overhaul all those pages just yet. Can I simply substitute the table name ObjectCustomFieldValues for TicketCustomFieldValues in our non-api aware code or is there something more complicated that I need to be aware of? Browsing around the database it looks fairly similar.. Thanks, Mike some code snippets below: --------------------------- $sql = "SELECT TicketCustomFieldValues.CustomField, TicketCustomFieldValues.Content FROM TicketCustomFieldValues"; $conditions = " WHERE (TicketCustomFieldValues.CustomField = 9) AND (TicketCustomFieldValues.Content IS NOT NULL)"; $group_by = ' GROUP BY TicketCustomFieldValues.Content '; $order_by = ' ORDER BY TicketCustomFieldValues.Content '; $sql = "SELECT COUNT(Tickets.Id) AS Created FROM Tickets, TicketCustomFieldValues"; $conditions = " WHERE (Tickets.Id = TicketCustomFieldValues.Ticket) AND (Tickets.Id = Tickets.EffectiveId) AND (TicketCustomFieldValues.CustomField = 9) AND (TicketCustomFieldValues.Content = '{$vars['department']}') AND (Tickets.Id IS NOT NULL) AND (" . $this->exclude_rt_queues('id') . ") AND "; $group_by = ""; $sql = "SELECT SUM(CASE WHEN Tickets.Status = 'resolved' THEN 1 ELSE 0 END) AS Resolved FROM Tickets, TicketCustomFieldValues"; $conditions = " WHERE (Tickets.Id = TicketCustomFieldValues.Ticket) AND (Tickets.Id = Tickets.EffectiveId) AND (TicketCustomFieldValues.CustomField = 9) AND (TicketCustomFieldValues.Content = '{$vars['department']}') AND (Tickets.Id IS NOT NULL) AND (" . $this->exclude_rt_queues('id') . ") AND "; $group_by = ""; -- Mike Patterson Systems Manager UC Berkeley Extension From mikep at uclink.berkeley.edu Thu May 11 20:59:54 2006 From: mikep at uclink.berkeley.edu (Mike Patterson) Date: Thu, 11 May 2006 17:59:54 -0700 Subject: [rt-users] TicketCustomFieldValues = ObjectCustomFieldValues ? In-Reply-To: <4463C427.3000808@uclink.berkeley.edu> References: <4463C427.3000808@uclink.berkeley.edu> Message-ID: <4463DE0A.4090306@uclink.berkeley.edu> I think I figured it out. TicketCustomFieldValues -> ObjectCustomFieldValues and TicketCustomFieldValues.Ticket -> ObjectCustomFieldValues.ObjectId This solves all the issues I'm experiencing. Thanks, Mike -- Mike Patterson Systems Manager UC Berkeley Extension From David.Di at sssworldwide.com Thu May 11 23:28:14 2006 From: David.Di at sssworldwide.com (David Di) Date: Fri, 12 May 2006 11:28:14 +0800 Subject: [rt-users] CustomField is deleted automatically after modified by a scrip Message-ID: <8104F407BDC0454388D0BAEA0026CDACB883A0@hxntxms01.AD.SSS> Hi Steve, Thanks for the reply and what you explained was just what I suspected. But in this case how can I set a CF's value as the purpose of a scrip is to do the job without manual intervention. This one sometimes works but not stable so I can't make sure it always work and so I can't put it in production use. One more problem is when I use one scrip to change two CFs' value, one is changed fine and one has this problem that was deleted afterwards. If you have any solution that will be great help. Thank you. Regards, David -----Original Message----- From: Stephen Turner [mailto:sturner at MIT.EDU] Sent: Thursday, May 11, 2006 9:53 PM To: David Di; rt-users at lists.bestpractical.com Subject: Re: [rt-users] CustomField is deleted automatically after modified by a scrip At Thursday 5/11/2006 03:52 AM, David Di wrote: >I encountered a strange problem when setting value for a custom >field. If anyone can give me a lead that will be appreciated. > > > >Note: this action is to set current transaction user to be the >Evaluator, fill in his real name instead of RT id. > >History record in the ticket: >RT_System - Evaluator James Wot added >wotj01 - Evaluator James Wot deleted > >Note: first line shows that the scrip updated the CF:Evaluator >successfully but then there's another transaction shows that the >user deleted the CF's value. But the user didn't do that. So it must >be some internal mechanism did that. Hello David, You didn't describe what the user-defined condition does, but I can guess what's happening. I'm assuming that the problem occurs when a ticket is updated in the web interface, from a screen that allows custom fields to be updated. When you submit the form, the CF value on the screen is blank. The scrip changes the value to 'James Wot'. Then the values submitted from the form are processed - RT sees that the current CF value is 'James Wot' and that the submitted value is null. It interprets this as a deletion. Steve From romansteve at gmail.com Fri May 12 06:57:59 2006 From: romansteve at gmail.com (Roman Steven) Date: Fri, 12 May 2006 06:57:59 -0400 Subject: [rt-users] scrip questions Message-ID: <552eaa670605120357k4634d01cqc0aa205991897409@mail.gmail.com> Hi, I have a need to change ownership of a ticket when the person working on the ticket is not the owner via a scrip. But it won't change the owner. I've tried the following with no success. $self->TicketObj->SetOwner( $StaffName,'Force') $self->TicketObj->SetOwner( $StaffName,'Steal') Also, how do I specify the encoding in the following: $self->TicketObj->Comment( Content => $NewContent ); Thanks, Roman -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Fri May 12 10:18:41 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 12 May 2006 18:18:41 +0400 Subject: [rt-users] Re: [3.6][FIX] Searches by custom fields In-Reply-To: <1147387296.7585.135.camel@s60r.ination.com> References: <589c94400605110053n4c381be8tee010759444b3bb5@mail.gmail.com> <1147361676.7585.76.camel@s60r.ination.com> <589c94400605111055l6e64cf83xd25c5470e3977e5d@mail.gmail.com> <1147387296.7585.135.camel@s60r.ination.com> Message-ID: <589c94400605120718u79532e60t7bc712d5f4a78c09@mail.gmail.com> DBIx::SearchBuilder 1.39 and greater should fix this issue. Don't forget to run `make testdeps` on updates from SVN too :) On 5/12/06, Joshua Colson wrote: > On Thu, 2006-05-11 at 21:55 +0400, Ruslan Zakirov wrote: > > I reproduced problem when people search by one field with several > > restrictions, for example "CF.{cf1} = 'foo' OR CF.{cf1} = 'bar'". > > Also, change should fix issue when RT generate wrong SQL query with > > reference to 'main.name' column that doesn't exist. > > > > If you see other issues feel free to send links to the archives. > > Okay, after some digging, I found this SQL query (line numbers added): > > ---------------------------------------------------------------- > 1 SELECT DISTINCT main.* > 2 FROM Tickets main > 3 LEFT JOIN ObjectCustomFields ObjectCustomFields_1 > 4 ON ((ObjectCustomFields_1.ObjectId = '0')) > 5 AND( ObjectCustomFields_1.ObjectId = main.Queue) > 6 LEFT JOIN CustomFields CustomFields_2 > 7 ON ( CustomFields_2.id = ObjectCustomFields_1.CustomField) > 8 LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_3 > 9 ON ((ObjectCustomFieldValues_3.ObjectId = main.id)) > 10 AND(ObjectCustomFieldValues_3.CustomField = CustomFields_2.id) > 11 AND( (ObjectCustomFieldValues_3.Disabled = '0')) > 12 AND( (ObjectCustomFieldValues_3.ObjectType = 'RT::Ticket')) > 13 WHERE ((CustomFields_2.Name = 'Registrar-Lock')) > 14 AND ((main.EffectiveId = main.id)) > 15 AND ((main.Status != 'deleted')) > 16 AND ((main.Type = 'ticket')) > 17 AND ((main.Queue = '3') > 18 AND ( (ObjectCustomFieldValues_3.Content = 'Yes') ) ) > 19 ORDER BY main.id ASC > 20 LIMIT 50; > ---------------------------------------------------------------- > > I ran this against the DB and got zero results. So after closer > inspection, it seems that this could only ever be true if the custom > field is Global. The reason for this lies in line 5 of the statement. > The aggregator should be 'OR', not 'AND'. If I change that, I get an > accurate listing of tickets in the result set. However, I tried digging > at the code to find where it is being set and haven't found it, yet. I > figured I would send this to the list in case somebody knows off the the > top of their head. > > Thanks. > > > -- > Joshua Colson > > -- Best regards, Ruslan. From jcolson at voidgate.org Fri May 12 11:33:08 2006 From: jcolson at voidgate.org (Joshua Colson) Date: Fri, 12 May 2006 08:33:08 -0700 Subject: [rt-users] Re: [3.6][FIX] Searches by custom fields In-Reply-To: <1147387296.7585.135.camel@s60r.ination.com> References: <589c94400605110053n4c381be8tee010759444b3bb5@mail.gmail.com> <1147361676.7585.76.camel@s60r.ination.com> <589c94400605111055l6e64cf83xd25c5470e3977e5d@mail.gmail.com> <1147387296.7585.135.camel@s60r.ination.com> Message-ID: <1147447988.7585.141.camel@s60r.ination.com> On Thu, 2006-05-11 at 15:41 -0700, Joshua Colson wrote: > On Thu, 2006-05-11 at 21:55 +0400, Ruslan Zakirov wrote: > > I reproduced problem when people search by one field with several > > restrictions, for example "CF.{cf1} = 'foo' OR CF.{cf1} = 'bar'". > > Also, change should fix issue when RT generate wrong SQL query with > > reference to 'main.name' column that doesn't exist. > > > > If you see other issues feel free to send links to the archives. > > Okay, after some digging, I found this SQL query (line numbers added): > > ---------------------------------------------------------------- > 1 SELECT DISTINCT main.* > 2 FROM Tickets main > 3 LEFT JOIN ObjectCustomFields ObjectCustomFields_1 > 4 ON ((ObjectCustomFields_1.ObjectId = '0')) > 5 AND( ObjectCustomFields_1.ObjectId = main.Queue) > 6 LEFT JOIN CustomFields CustomFields_2 > 7 ON ( CustomFields_2.id = ObjectCustomFields_1.CustomField) > 8 LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_3 > 9 ON ((ObjectCustomFieldValues_3.ObjectId = main.id)) > 10 AND(ObjectCustomFieldValues_3.CustomField = CustomFields_2.id) > 11 AND( (ObjectCustomFieldValues_3.Disabled = '0')) > 12 AND( (ObjectCustomFieldValues_3.ObjectType = 'RT::Ticket')) > 13 WHERE ((CustomFields_2.Name = 'Registrar-Lock')) > 14 AND ((main.EffectiveId = main.id)) > 15 AND ((main.Status != 'deleted')) > 16 AND ((main.Type = 'ticket')) > 17 AND ((main.Queue = '3') > 18 AND ( (ObjectCustomFieldValues_3.Content = 'Yes') ) ) > 19 ORDER BY main.id ASC > 20 LIMIT 50; > ---------------------------------------------------------------- > > I ran this against the DB and got zero results. So after closer > inspection, it seems that this could only ever be true if the custom > field is Global. The reason for this lies in line 5 of the statement. > The aggregator should be 'OR', not 'AND'. If I change that, I get an > accurate listing of tickets in the result set. However, I tried digging > at the code to find where it is being set and haven't found it, yet. I > figured I would send this to the list in case somebody knows off the the > top of their head. On further inspection, it seems that this query could *never* return results, even with Global Custom Fields. -- Joshua Colson From ruslan.zakirov at gmail.com Fri May 12 10:26:40 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 12 May 2006 18:26:40 +0400 Subject: [rt-users] CustomField is deleted automatically after modified by a scrip In-Reply-To: <8104F407BDC0454388D0BAEA0026CDACB883A0@hxntxms01.AD.SSS> References: <8104F407BDC0454388D0BAEA0026CDACB883A0@hxntxms01.AD.SSS> Message-ID: <589c94400605120726x78e32185raaf9d0afe28e3352@mail.gmail.com> You can try to use TransactionBatch stage. On 5/12/06, David Di wrote: > Hi Steve, > > Thanks for the reply and what you explained was just what I suspected. > But in this case how can I set a CF's value as the purpose of a scrip is > to do the job without manual intervention. This one sometimes works but > not stable so I can't make sure it always work and so I can't put it in > production use. One more problem is when I use one scrip to change two > CFs' value, one is changed fine and one has this problem that was > deleted afterwards. If you have any solution that will be great help. > Thank you. > > > Regards, > > David > > > -----Original Message----- > From: Stephen Turner [mailto:sturner at MIT.EDU] > Sent: Thursday, May 11, 2006 9:53 PM > To: David Di; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] CustomField is deleted automatically after > modified by a scrip > > > At Thursday 5/11/2006 03:52 AM, David Di wrote: > >I encountered a strange problem when setting value for a custom > >field. If anyone can give me a lead that will be appreciated. > > > > > > > >Note: this action is to set current transaction user to be the > >Evaluator, fill in his real name instead of RT id. > > > >History record in the ticket: > >RT_System - Evaluator James Wot added > >wotj01 - Evaluator James Wot deleted > > > >Note: first line shows that the scrip updated the CF:Evaluator > >successfully but then there's another transaction shows that the > >user deleted the CF's value. But the user didn't do that. So it must > >be some internal mechanism did that. > > > Hello David, > > You didn't describe what the user-defined condition does, but I can > guess what's happening. I'm assuming that the problem occurs when a > ticket is updated in the web interface, from a screen that allows > custom fields to be updated. > > When you submit the form, the CF value on the screen is blank. The > scrip changes the value to 'James Wot'. Then the values submitted > from the form are processed - RT sees that the current CF value is > 'James Wot' and that the submitted value is null. It interprets this > as a deletion. > > Steve > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From jcolson at voidgate.org Fri May 12 11:48:01 2006 From: jcolson at voidgate.org (Joshua Colson) Date: Fri, 12 May 2006 08:48:01 -0700 Subject: [rt-users] Re: [3.6][FIX] Searches by custom fields In-Reply-To: <589c94400605120718u79532e60t7bc712d5f4a78c09@mail.gmail.com> References: <589c94400605110053n4c381be8tee010759444b3bb5@mail.gmail.com> <1147361676.7585.76.camel@s60r.ination.com> <589c94400605111055l6e64cf83xd25c5470e3977e5d@mail.gmail.com> <1147387296.7585.135.camel@s60r.ination.com> <589c94400605120718u79532e60t7bc712d5f4a78c09@mail.gmail.com> Message-ID: <1147448881.7585.146.camel@s60r.ination.com> On Fri, 2006-05-12 at 18:18 +0400, Ruslan Zakirov wrote: > DBIx::SearchBuilder 1.39 and greater should fix this issue. > Don't forget to run `make testdeps` on updates from SVN too :) I've upgraded DBIx::SearchBuilder to 1.43 from CPAN and the problem remains. -- Joshua Colson From jcolson at voidgate.org Fri May 12 10:53:10 2006 From: jcolson at voidgate.org (Joshua Colson) Date: Fri, 12 May 2006 07:53:10 -0700 Subject: [rt-users] Re: [3.6][FIX] Searches by custom fields In-Reply-To: <589c94400605120718u79532e60t7bc712d5f4a78c09@mail.gmail.com> References: <589c94400605110053n4c381be8tee010759444b3bb5@mail.gmail.com> <1147361676.7585.76.camel@s60r.ination.com> <589c94400605111055l6e64cf83xd25c5470e3977e5d@mail.gmail.com> <1147387296.7585.135.camel@s60r.ination.com> <589c94400605120718u79532e60t7bc712d5f4a78c09@mail.gmail.com> Message-ID: <1147445590.7585.139.camel@s60r.ination.com> On Fri, 2006-05-12 at 18:18 +0400, Ruslan Zakirov wrote: > DBIx::SearchBuilder 1.39 and greater should fix this issue. > Don't forget to run `make testdeps` on updates from SVN too :) I'm running DBIx::SearchBuilder 1.40. I did run 'make testdeps' which reported 'Everything was found'. -- Joshua Colson From ruslan.zakirov at gmail.com Fri May 12 10:23:12 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 12 May 2006 18:23:12 +0400 Subject: [rt-users] Attachments on RT not being sent on the email In-Reply-To: <1147372045.2482.48.camel@localhost.localdomain> References: <1147372045.2482.48.camel@localhost.localdomain> Message-ID: <589c94400605120723w7207c6d3p6a8f43def03c18e9@mail.gmail.com> http://wiki.bestpractical.com/?Template - the site is down, but you can get page from google cache On 5/11/06, Pablo Povarchik wrote: > > Hello > > Should RT send the uploaded files (attachments) on the correspondence > email? > > If yes, it's not working on our RT, how do we workaround this? > > Thanks > > -- > Pablo Povarchik de Carrasquedo > > Quality Colocation and Dedicated Servers services > Colocation facilities include Fremont California, > London UK and Trento Italy > > +-- FuturaHost.Com (AS39317) - 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 > +----------------------------------------------------------------+ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 john.habermann at wilderness.org.au Thu May 11 23:57:31 2006 From: john.habermann at wilderness.org.au (john habermann) Date: Fri, 12 May 2006 13:57:31 +1000 Subject: [rt-users] Problem with update dept from ldap action inRT Essentials In-Reply-To: <43BD7B53.6090200@uclink.berkeley.edu> References: <43BD7B53.6090200@uclink.berkeley.edu> Message-ID: Just thought I would add this to the thread. This is the custom condition that which lets you do this with only 1 scrip. my $trans = $self->TransactionObj; #Check if this is a create ticket transaction if so return one and run action $RT::Logger->debug("check if this is a create ticket transaction"); return 1 if $trans->Type eq 'Create'; #If there is no requestor field we return 0 $RT::Logger->debug("return 0 if no requestor field"); return 0 unless $trans->Field eq 'Requestor'; #Check if the requestor field has been modified if ($trans->OldValue != $trans->NewValue) { $RT::Logger->debug("requestor address has been changed"); return 1; } return 0; cheers John On 1/6/06, Mike Patterson wrote: > I submitted the errata I found and I'll submit any others I come up with. > > To really keep track of dept this way, you need to check everytime the > Requestor value changes. > ------------------------------------------------------------------------------------------------- > Now I have 2 scrips: > 1) that checks "OnCreate" and uses the custom action I was troubleshooting > 2) one custom condition (below) that uses the same custom action > > custom condition: > ----------------- > my $trans = $self->TransactionObj; > return 0 unless $trans->Field eq 'Requestor'; > return 1 if $trans->OldValue != $trans->NewValue; > return 0; > > Michael Finn wrote: > > >>Does anyone know if there is an errata page for RT Essentials? > >> > >> > > > >O'Reilly keeps errata pages for pretty much all their books. Check: > >http://www.oreilly.com/catalog/rtessentials/errata/ > > > > > > > -- > Mike Patterson > Systems Manager > UC Berkeley Extension > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html > -- John Habermann Internet Programmer, System Administrator The Wilderness Society Inc http://www.wilderness.org.au From ruslan.zakirov at gmail.com Fri May 12 10:41:20 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 12 May 2006 18:41:20 +0400 Subject: [rt-users] "We found a merged ticket." In-Reply-To: <4460AE4C.6030309@boldra.com> References: <4460AE4C.6030309@boldra.com> Message-ID: <589c94400605120741x39992d5eg750ca61712ccda99@mail.gmail.com> You don't want to use debug log in production. Even info could be noisy. RT logs "We found a merged ticket" when people open merged tickets. On 5/9/06, Boldra wrote: > I've switched logging up to maximum (debug) on 3.5.6 and I'm now getting > up to 50 such messages per second, all with the same ticket number. The > messages continue for about 3 seconds and then ease off for a while. > > Has anyone else noticed this behaviour? It looks to me like something > is getting stuck in a loop, but it is fortunately sorting itself out. > It doesn't seem to be doing any harm, except for filling the log file > with garbage. > > Boldra > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 rt3 at acerhomes.com Fri May 12 06:13:25 2006 From: rt3 at acerhomes.com (rt3 at acerhomes.com) Date: Fri, 12 May 2006 18:13:25 +0800 (PHT) Subject: [rt-users] Re: Request Tracker (Invisible Approvals) In-Reply-To: <4463AC11.4030305@cryologic.com> References: <4463AC11.4030305@cryologic.com> Message-ID: <47951.203.87.145.65.1147428805.squirrel@mail.acerhomes.com> I'm no lucky at all. Nobody can see Approval link section even I gave them all permissions from Approval queue, adminCC, owner, global and even the root as suggested by Craig. If somebody can give me the series of SELECT statements when I click the Approval link, and run from database itself so I can hopefully trace the problem > The AdminCC can't see what is in the Approvals queue by clicking on the > Approvals tab, onlt the Approval Ticket Owner can. > However the AdminCC should be able to view the Ticket requiring Approval > and from there, under links depends on, open the Approval Ticket and > change the Owner. Of coarse, as mentioned in another thread, you could > hardwire the template for Approval creation to set a distinct owner. > > Taan > > > Jay Vlavianos wrote: >> So that helped my user see something in the "Approval" section, but my >> AdminCC user still can't see anything IN the queue. This is maddening! >> If he can't see it, he cant "own" it, since its assigned a Nobody owner >> at creation. >> >> -jay >> >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of taan >> Sent: Monday, May 08, 2006 6:56 PM >> To: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Re: Request Tracker >> >> Make sure an owner is assigned to the approval ticket and that they have >> >> the correct ACLs. >> >> For some reason even though I give privileged users the required access >> I still had to assign appropriate ACL's on a per queue basis (ie to the >> Approval queue). >> >> Hope this helps. >> Taan >> >> rt3 at acerhomes.com wrote: >>> Sorry, Craig. Im still stucked here. Philip Kine gave some points >>> on approval but it doesn't work for me (Subject: How to debug RT >>> better). You also try it and hopefully you give me feedback. TY >>> >>>> Hi, >>>> >>>> >>>> >>>> I saw your post on the Request Tracker mailing list regarding the >>>> Approvals no longer showing up. I'm having the same problem after >>>> upgrading. Did you ever get an answer? >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly 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 sturner at MIT.EDU Fri May 12 14:15:42 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 12 May 2006 14:15:42 -0400 Subject: [rt-users] TicketCustomFieldValues = ObjectCustomFieldValues ? In-Reply-To: <4463C427.3000808@uclink.berkeley.edu> References: <4463C427.3000808@uclink.berkeley.edu> Message-ID: <6.2.3.4.2.20060512141044.0346c030@po14.mit.edu> At Thursday 5/11/2006 07:09 PM, Mike Patterson wrote: >I just came across another snag in my migration (3.4.2 -> 3.4.5) migration > >slap my wrist for not using RT's API... >however we already have a bunch of reports calling on the mysql >database table TicketCustomFieldValues and I don't want overhaul all >those pages just yet. > >Can I simply substitute the table name ObjectCustomFieldValues for >TicketCustomFieldValues in our non-api aware code or is there >something more complicated that I need to be aware of? > >Browsing around the database it looks fairly similar.. > >Thanks, >Mike > >some code snippets below: >--------------------------- >$sql = "SELECT TicketCustomFieldValues.CustomField, >TicketCustomFieldValues.Content FROM TicketCustomFieldValues"; >$conditions = " WHERE (TicketCustomFieldValues.CustomField = 9) AND >(TicketCustomFieldValues.Content IS NOT NULL)"; >$group_by = ' GROUP BY TicketCustomFieldValues.Content '; >$order_by = ' ORDER BY TicketCustomFieldValues.Content '; You'll need to add AND ObjectCustomFieldValues.ObjectType = 'RT::Ticket' to your queries to make sure you only get ticket CF values. Steve From sseibl at gmail.com Fri May 12 14:25:07 2006 From: sseibl at gmail.com (SSeibl) Date: Fri, 12 May 2006 11:25:07 -0700 Subject: [rt-users] Adding a Status of "Closed" to RT In-Reply-To: <4463C40D.9020301@seibl.com> References: <4463C40D.9020301@seibl.com> Message-ID: <4464D303.6000308@seibl.com> > Hi Folks, > My boss likes the idea of having a Status of "Closed". Where can this > be added. I have searched high and low, near and far for about 3 hours > and can find no mention of how to do this. > > I am using the latest. 3.4.5 > > Any pointers gratefully accepted. > Thanks! > > Seib Seibl > Support Operations Manager > 503.419.0617 > > > From lobbin at gmail.com Fri May 12 04:23:32 2006 From: lobbin at gmail.com (Robin Ericsson) Date: Fri, 12 May 2006 10:23:32 +0200 Subject: [rt-users] IsPassword? Message-ID: Hi, I'd like to add radius as a password verification method, and based on our radius solution it seems to be better to make this check inside RT. Is IsPassword the correct method to override? Also, we'd like to be able to set on a user whether he should use radius or database password, how can I configure that on a user? I found a database field on Users called AuthSystem, is that used for anything? Doesn't seem to be able to edit that field easily. I also thought about adding a user custom field, but I'm not sure how to retrieve that information on a user. -- regards, Robin From rt3 at acerhomes.com Fri May 12 04:38:15 2006 From: rt3 at acerhomes.com (rt3 at acerhomes.com) Date: Fri, 12 May 2006 16:38:15 +0800 (PHT) Subject: [rt-users] Re: Invisible Approvals In-Reply-To: <8d984d8f0605110605l3b59d347ya3aa3169a51ab168@mail.gmail.com> References: <8d984d8f0605101127g5af2b67cxb8a58025db6db185@mail.gmail.com> <10095.203.87.145.65.1147323799.squirrel@mail.acerhomes.com> <8d984d8f0605110605l3b59d347ya3aa3169a51ab168@mail.gmail.com> Message-ID: <43841.203.87.145.65.1147423095.squirrel@mail.acerhomes.com> I did this already and I tried again but still doesn't work. > Yes, even the root/super user cannot see other user's approval tickets > under the "My Approvals" link. I'm pretty sure that's the way it's > supposed to work now. I think it was a bug before when everyone could > see the tickets owned by "Nobody". The user logged in can now see only > their OWN approvals, that is tickets they personally are supposed to > approve. > > Try this: Change the template that creates the approval ticket, to > make the owner of the Approval ticket created be "root" as follows: > > ===Create-Ticket: codereview > Subject: Manager Approval for {$Tickets{'TOP'}->Subject} > Depended-On-By: {$Tickets{'TOP'}->Id} > Queue: Approvals > Type: Approval > Owner: root > Content: Someone has created a ticket. Please review and take the > appropriate approval action. > ENDOFCONTENT > > Then create a ticket that will generate another approval ticket. When > you're logged on as root, you'll see that single ticket in "My > Approvals". Once you have that working, you can change it to the user > you really want to approve tickets (make sure to set their "Own > Ticket" property in the Approval queue), and you should be on your > way. If that doesn't work, you must have a different problem than I > had. > > -Craig > > On 5/11/06, rt3 at acerhomes.com wrote: >> I already did this and it didn't works for me, still no user can see the >> "Approval link" even the root or super user. >> >> >> >> > I finally figured out the problem. Previous versions of Request >> > Tracker were looser regarding which users could see the Approval >> > queue. If you created an Approval Ticket without specifying the owner, >> > it would default to the owner "Nobody" and everbody could see those >> > tickets when they clicked on the Approval link. >> > >> > To make it work with newer versions of Request Tracker: >> > >> > 1. Change your Create Approval template to include a line with "Owner: >> > . >> > >> > 2. Queues -> Select Queue (Include disabled queues in listing) -> >> > Approvals -> User Rights. Then enable the "Own Ticket" right for that >> > user. >> > >> > Now any new approval tickets will show up in the Approval link (for >> > that user only!). >> > >> > If you want the user to be able to see older Approval tickets, you'll >> > have to go into SQL, find the id of that user, find the id of the >> > Approvals queue (probably 2), and set the owner of the old Approval >> > tickets. Mine looked like: >> > >> > mysql> update Tickets set owner = 78 where Queue = 2; >> > >> > --Craig McDaniel >> > >> > -----Original Message----- >> > From: rt3 at acerhomes.com [mailto:rt3 at acerhomes.com] >> > Sent: Monday, May 08, 2006 9:38 PM >> > To: McDaniel, Craig # Atlanta >> > Cc: rt-users at lists.bestpractical.com >> > Subject: Re: Request Tracker >> > >> > Sorry, Craig. Im still stucked here. Philip Kine gave some points >> > on approval but it doesn't work for me (Subject: How to debug RT >> > better). You also try it and hopefully you give me feedback. TY >> > >> >> Hi, >> >> >> >> >> >> >> >> I saw your post on the Request Tracker mailing list regarding the >> >> Approvals no longer showing up. I'm having the same problem after >> >> upgrading. Did you ever get an answer? >> >> >> >> >> >> >> >> Thanks, >> >> >> >> >> >> >> >> Craig McDaniel >> >> >> > >> >> >> > From m3freak at rogers.com Fri May 12 14:38:08 2006 From: m3freak at rogers.com (Kanwar Ranbir Sandhu) Date: Fri, 12 May 2006 14:38:08 -0400 Subject: [rt-users] Custom Field tyeps: URL? Message-ID: <1147459088.9909.11.camel@krs> Hi Everyone, As far as I can tell, it isn't possible to create a custom field that contains clickable URLs to external (i.e. external to RT) web sites/pages. When I create the custom field (e.g. enter one value), and then paste the URL, it's displayed as plain text, not as a link. I haven't been following the development of the next version of RT, so I don't know if this feature has been added. But, has anyone done this for the current version? If not, where in the code should I start looking to make my customizations? Ideally, I'd like to be able to specify a name for the link and then the actual URL, since sometimes the URL can be very long. Thanks for any tips. Regads, Ranbir -- Kanwar Ranbir Sandhu Linux 2.6.16-1.2108_FC4 i686 GNU/Linux 14:16:03 up 1 day, 1:02, 3 users, load average: 0.28, 0.40, 0.42 From todd at chaka.net Fri May 12 14:52:15 2006 From: todd at chaka.net (Todd Chapman) Date: Fri, 12 May 2006 14:52:15 -0400 Subject: [rt-users] Custom Field tyeps: URL? In-Reply-To: <1147459088.9909.11.camel@krs> References: <1147459088.9909.11.camel@krs> Message-ID: <20060512185215.GM16223@chaka.net> On Fri, May 12, 2006 at 02:38:08PM -0400, Kanwar Ranbir Sandhu wrote: > Hi Everyone, > > As far as I can tell, it isn't possible to create a custom field that > contains clickable URLs to external (i.e. external to RT) web > sites/pages. When I create the custom field (e.g. enter one value), and > then paste the URL, it's displayed as plain text, not as a link. > > I haven't been following the development of the next version of RT, so I > don't know if this feature has been added. But, has anyone done this > for the current version? If not, where in the code should I start > looking to make my customizations? Ideally, I'd like to be able to > specify a name for the link and then the actual URL, since sometimes the > URL can be very long. > > Thanks for any tips. > It's in the next version. For the current version you could customize ShowCustomField component. -Todd From ruslan.zakirov at gmail.com Fri May 12 15:08:47 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 12 May 2006 23:08:47 +0400 Subject: [rt-users] IsPassword? In-Reply-To: References: Message-ID: <589c94400605121208t1086ebc5o317580fb99a6ff99@mail.gmail.com> You most probably want to look into LDAP overlay from Jim. It has nice abilities (sort of framework) to extend/add auth schemas. On 5/12/06, Robin Ericsson wrote: > Hi, > > I'd like to add radius as a password verification method, and based on > our radius solution it seems to be better to make this check inside > RT. > > Is IsPassword the correct method to override? > > Also, we'd like to be able to set on a user whether he should use > radius or database password, how can I configure that on a user? I > found a database field on Users called AuthSystem, is that used for > anything? Doesn't seem to be able to edit that field easily. > > I also thought about adding a user custom field, but I'm not sure how > to retrieve that information on a user. > > > -- > regards, > Robin > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 m3freak at rogers.com Fri May 12 15:27:42 2006 From: m3freak at rogers.com (Kanwar Ranbir Sandhu) Date: Fri, 12 May 2006 15:27:42 -0400 Subject: [rt-users] Custom Field tyeps: URL? In-Reply-To: <20060512185215.GM16223@chaka.net> References: <1147459088.9909.11.camel@krs> <20060512185215.GM16223@chaka.net> Message-ID: <1147462062.9909.13.camel@krs> On Fri, 2006-12-05 at 14:52 -0400, Todd Chapman wrote: > It's in the next version. Excellent! > For the current version you > could customize ShowCustomField component. I think I'll just wait for the next release. No point in duplicating the effort, especially since I've been managing so far. Thanks for replying. Regards, Ranbir -- Kanwar Ranbir Sandhu Linux 2.6.16-1.2108_FC4 i686 GNU/Linux 15:26:25 up 1 day, 2:12, 3 users, load average: 0.31, 0.08, 0.06 From sames at officescape.com Fri May 12 15:13:19 2006 From: sames at officescape.com (Steven E. Ames) Date: Fri, 12 May 2006 15:13:19 -0400 Subject: [rt-users] Move tickets between queues Message-ID: Worked like charm. Thank you. > -----Original Message----- > From: Stephen Turner [mailto:sturner at MIT.EDU] > Sent: Tuesday, May 09, 2006 2:56 PM > To: Steven E. Ames; RT-Users list > Subject: RE: [rt-users] Move tickets between queues > > > At Monday 5/8/2006 04:18 PM, Steven E. Ames wrote: > >That could work. Could you share your scrip? > > Here it is - it's a scrip on the receiving queue: > > Condition: On Queue Change > Action: User Defined > Template: Global blank > > Custom action preparation code: > return 1; > > Custom action cleanup code: > $self->TicketObj->AddWatcher(Type => 'AdminCc', PrincipalId => > $self->TransactionObj->CreatorObj->PrincipalId); > return 1; > > From futurahost at futurahost.com Fri May 12 17:05:07 2006 From: futurahost at futurahost.com (Pablo Povarchik) Date: Fri, 12 May 2006 23:05:07 +0200 Subject: [rt-users] Attachments on RT not being sent on the email In-Reply-To: <589c94400605120723w7207c6d3p6a8f43def03c18e9@mail.gmail.com> References: <1147372045.2482.48.camel@localhost.localdomain> <589c94400605120723w7207c6d3p6a8f43def03c18e9@mail.gmail.com> Message-ID: <1147467907.2636.6.camel@localhost.localdomain> On Fri, 2006-05-12 at 18:23 +0400, Ruslan Zakirov wrote: > http://wiki.bestpractical.com/?Template - the site is down, but you > can get page from google cache Thanks. But the Correspondence template is already settled that way: RT-Attach-Message: yes {$Transaction->Content()} Attachments are not being attached in the emails, still. Any tips? -- Pablo Povarchik de Carrasquedo Quality Colocation and Dedicated Servers services Colocation facilities include Fremont California, London UK and Trento Italy +-- FuturaHost.Com (AS39317) - 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 JVlavianos at ecastinc.com Fri May 12 18:19:12 2006 From: JVlavianos at ecastinc.com (Jay Vlavianos) Date: Fri, 12 May 2006 15:19:12 -0700 Subject: [rt-users] Re: Request Tracker (Invisible Approvals) Message-ID: Do you mean that the link itself doesn't show on the left hand side or that nothing shows when you click on the link? -Jay -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of rt3 at acerhomes.com Sent: Friday, May 12, 2006 3:13 AM To: taan Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Re: Request Tracker (Invisible Approvals) I'm no lucky at all. Nobody can see Approval link section even I gave them all permissions from Approval queue, adminCC, owner, global and even the root as suggested by Craig. If somebody can give me the series of SELECT statements when I click the Approval link, and run from database itself so I can hopefully trace the problem > The AdminCC can't see what is in the Approvals queue by clicking on the > Approvals tab, onlt the Approval Ticket Owner can. > However the AdminCC should be able to view the Ticket requiring Approval > and from there, under links depends on, open the Approval Ticket and > change the Owner. Of coarse, as mentioned in another thread, you could > hardwire the template for Approval creation to set a distinct owner. > > Taan > > > Jay Vlavianos wrote: >> So that helped my user see something in the "Approval" section, but my >> AdminCC user still can't see anything IN the queue. This is maddening! >> If he can't see it, he cant "own" it, since its assigned a Nobody owner >> at creation. >> >> -jay >> >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of taan >> Sent: Monday, May 08, 2006 6:56 PM >> To: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Re: Request Tracker >> >> Make sure an owner is assigned to the approval ticket and that they have >> >> the correct ACLs. >> >> For some reason even though I give privileged users the required access >> I still had to assign appropriate ACL's on a per queue basis (ie to the >> Approval queue). >> >> Hope this helps. >> Taan >> >> rt3 at acerhomes.com wrote: >>> Sorry, Craig. Im still stucked here. Philip Kine gave some points >>> on approval but it doesn't work for me (Subject: How to debug RT >>> better). You also try it and hopefully you give me feedback. TY >>> >>>> Hi, >>>> >>>> >>>> >>>> I saw your post on the Request Tracker mailing list regarding the >>>> Approvals no longer showing up. I'm having the same problem after >>>> upgrading. Did you ever get an answer? >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> We're hiring! Come hack Perl for Best Practical: >> http://bestpractical.com/about/jobs.html >> >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From mikep at uclink.berkeley.edu Fri May 12 18:20:11 2006 From: mikep at uclink.berkeley.edu (Mike Patterson) Date: Fri, 12 May 2006 15:20:11 -0700 Subject: [rt-users] RTFM 2.0.4 links don't work after RT 3.2.2 -> 3.4.5 upgrade Message-ID: <44650A1B.6040702@uclink.berkeley.edu> I just upgraded my RT to new server hardware and it is really fast now :-) Only problem is that the "Links" in old tickets referring to RTFMs don't work (see error message at bottom). Any ideas: My old RT path was https://oldservername/rt3 and my new one is https://newservername (without /rt3). How I migrated - installed RT 3.4.5 on new box, installed RTFM 2.0.4 (same as old box). Dropped the database, copied the database from the old computer into the new one. Ran RT 3.4.5 schema, action, insert updates (e.g. /usr/local/rt3/sbin/rt-setup-database --action schema --datadir /usr/local/src/rt-3.4.5/etc/upgrade/3.3.0 --prompt-for-dba-password) My upgrade details: --------------------- FreeBSD 4.11, RT 3.2.2, RTFM 2.0.4 (MySQL 4.1.7, Apache 1.3.33, Perl 5.8.4, mod_perl-1.29, DBI-1.42_1) --TO--> RHEL 4.3, RT 3.4.5, RTFM 2.0.4, MySQL 4.1.2-3, Apache 2.0.52, Perl 5.8.5, mod_fastcgi-2.4.2, DBI-1.40-8 Error Message --------------------- *error:* Can't call method "Id" on an undefined value at /usr/local/rt3/lib/RT/URI/fsck_com_rtfm.pm line 147. *context:* *...* *143:* } *144:* } *145:* *146:* $self->{'object'} = $article; *147:* return ($article->Id); *148:* } *149:* *150:* =head2 IsLocal *151:* *...* *code stack:* /usr/local/rt3/lib/RT/URI/fsck_com_rtfm.pm:147 /usr/local/rt3/lib/RT/URI.pm:144 /usr/local/rt3/lib/RT/Transaction_Overlay.pm:696 /usr/local/rt3/lib/RT/Transaction_Overlay.pm:591 /usr/local/rt3/share/html/Ticket/Elements/ShowTransaction:50 /usr/local/rt3/share/html/Ticket/Elements/ShowHistory:104 /usr/local/rt3/share/html/Ticket/Display.html:64 /usr/local/rt3/share/html/index.html:115 /usr/local/rt3/share/html/autohandler:215 raw error Can't call method "Id" on an undefined value at /usr/local/rt3/lib/RT/URI/fsck_com_rtfm.pm line 147. Trace begun at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Exceptions.pm line 129 HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "Id" on an undefined value at /usr/local/rt3/lib/RT/URI/fsck_com_rtfm.pm line 147.^J') called at /usr/local/rt3/lib/RT/URI/fsck_com_rtfm.pm line 147 RT::URI::fsck_com_rtfm::ParseURI('RT::URI::fsck_com_rtfm=HASH(0xbe8b64c)', 'fsck.com-rtfm://unex.berkeley.edu/article/15') called at /usr/local/rt3/lib/RT/URI.pm line 144 RT::URI::FromURI('RT::URI=HASH(0xbf6b8e0)', 'fsck.com-rtfm://unex.berkeley.edu/article/15') called at /usr/local/rt3/lib/RT/Transaction_Overlay.pm line 696 RT::Transaction::__ANON__('RT::Transaction=HASH(0xbf5aee4)') called at /usr/local/rt3/lib/RT/Transaction_Overlay.pm line 591 RT::Transaction::BriefDescription('RT::Transaction=HASH(0xbf5aee4)') called at /usr/local/rt3/share/html/Ticket/Elements/ShowTransaction line 50 HTML::Mason::Commands::__ANON__('Attachments', 'RT::Attachments=HASH(0xbe98d1c)', 'Ticket', 'RT::Ticket=HASH(0xbe64cd8)', 'AttachmentContent', 'RT::Attachments=HASH(0xbde6dd4)', 'ShowHeaders', undef, 'Collapsed', undef, 'Tickets', undef, 'AttachPath', '/Ticket/Attachment', 'UpdatePath', '/Ticket/Update.html', 'Ticket', 'RT::Ticket=HASH(0xbe64cd8)', 'Transaction', 'RT::Transaction=HASH(0xbf5aee4)', 'ShowHeaders', undef, 'Collapsed', undef, 'RowNum', 31, 'ShowTitleBarCommands', 1, 'Attachments', 'ARRAY(0xbf4a644)', 'AttachmentContent', 'HASH(0xbf67d78)', 'LastTransaction', 0) 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(0xb661964)', 'Attachments', 'RT::Attachments=HASH(0xbe98d1c)', 'Ticket', 'RT::Ticket=HASH(0xbe64cd8)', 'AttachmentContent', 'RT::Attachments=HASH(0xbde6dd4)', 'ShowHeaders', undef, 'Collapsed', undef, 'Tickets', undef, 'AttachPath', '/Ticket/Attachment', 'UpdatePath', '/Ticket/Update.html', 'Ticket', 'RT::Ticket=HASH(0xbe64cd8)', 'Transaction', 'RT::Transaction=HASH(0xbf5aee4)', 'ShowHeaders', undef, 'Collapsed', undef, 'RowNum', 31, 'ShowTitleBarCommands', 1, 'Attachments', 'ARRAY(0xbf4a644)', 'AttachmentContent', 'HASH(0xbf67d78)', 'LastTransaction', 0) 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, 'Attachments', 'RT::Attachments=HASH(0xbe98d1c)', 'Ticket', 'RT::Ticket=HASH(0xbe64cd8)', 'AttachmentContent', 'RT::Attachments=HASH(0xbde6dd4)', 'ShowHeaders', undef, 'Collapsed', undef, 'Tickets', undef, 'AttachPath', '/Ticket/Attachment', 'UpdatePath', '/Ticket/Update.html', 'Ticket', 'RT::Ticket=HASH(0xbe64cd8)', 'Transaction', 'RT::Transaction=HASH(0xbf5aee4)', 'ShowHeaders', undef, 'Collapsed', undef, 'RowNum', 31, 'ShowTitleBarCommands', 1, 'Attachments', 'ARRAY(0xbf4a644)', 'AttachmentContent', 'HASH(0xbf67d78)', 'LastTransaction', 0) called at /usr/local/rt3/share/html/Ticket/Elements/ShowHistory line 104 HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0xbe64cd8)', 'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef, 'Attachments', 'RT::Attachments=HASH(0xbe98d1c)', 'AttachmentContent', 'RT::Attachments=HASH(0xbde6dd4)') 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(0xb6008e0)', 'Ticket', 'RT::Ticket=HASH(0xbe64cd8)', 'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef, 'Attachments', 'RT::Attachments=HASH(0xbe98d1c)', 'AttachmentContent', 'RT::Attachments=HASH(0xbde6dd4)') 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, 'Ticket', 'RT::Ticket=HASH(0xbe64cd8)', 'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef, 'Attachments', 'RT::Attachments=HASH(0xbe98d1c)', 'AttachmentContent', 'RT::Attachments=HASH(0xbde6dd4)') called at /usr/local/rt3/share/html/Ticket/Display.html line 64 HTML::Mason::Commands::__ANON__('id', 'fsck.com-rtfm') 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(0xb45c5fc)', 'id', 'fsck.com-rtfm') 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, 'id', 'fsck.com-rtfm') called at /usr/local/rt3/share/html/index.html line 115 HTML::Mason::Commands::__ANON__('q', 10290, 'q', 10290) 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(0xb1199dc)', 'q', 10290, 'q', 10290) 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, 'q', 10290, 'q', 10290) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 914 HTML::Mason::Request::call_next('HTML::Mason::Request::CGI=HASH(0xbe9c1c0)', 'q', 10290) called at /usr/local/rt3/share/html/autohandler line 215 HTML::Mason::Commands::__ANON__('q', 10290) 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(0xb1295b4)', 'q', 10290) 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, 'q', 10290) 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(0xbe9c1c0)') 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(0xbe9c1c0)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm line 342 HTML::Mason::Interp::exec(undef, undef, 'q', 10290) 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(0xae3c3c8)', 'HASH(0xbe5fd58)') 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(0xae3c3c8)', 'CGI::Fast=HASH(0xbb88ec4)') called at /usr/local/rt3/bin/mason_handler.fcgi line 76 --------------------- eval {...} at /usr/local/rt3/bin/mason_handler.fcgi line 76 -- Mike Patterson Systems Manager UC Berkeley Extension From dsmithson at activsupport.com Fri May 12 19:35:12 2006 From: dsmithson at activsupport.com (David Smithson) Date: Fri, 12 May 2006 16:35:12 -0700 Subject: [rt-users] Scalar::Util weaken Message-ID: Hi all. I have this minor problem with Scalar::Util. I am using FC4, RT 3.6.x, Scalar::Util 1.18. What do I have to do to relieve the following problem? : error: Undefined subroutine &Scalar::Util::weaken called at /opt/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: /opt/rt3/lib/RT/Action/Generic.pm:108 /opt/rt3/lib/RT/Action/Generic.pm:80 /opt/rt3/share/html/Tools/Offline.html:105 /opt/rt3/share/html/autohandler:279 Thank you. From mikep at uclink.berkeley.edu Sat May 13 07:11:25 2006 From: mikep at uclink.berkeley.edu (Mike Patterson) Date: Sat, 13 May 2006 04:11:25 -0700 Subject: [rt-users] RTFM 2.1.40 doesn't show content from migrated database In-Reply-To: <20060221004323.THFW15112.omta03ps.mx.bigpond.com@remus> References: <20060221004323.THFW15112.omta03ps.mx.bigpond.com@remus> Message-ID: <4465BEDD.3050600@uclink.berkeley.edu> Alex, I had the same symptom in a test run update RT 3.2.2 -> 3.4.5, RTFM 2.0.4 -> 2.1.40 from one box to another box (although I didn't try to modify the RTFM and get that custom error message). I tried the test run migration several times and kept getting the symptom of being able to see the contents and titles, but the text/wiki is blank. I couldn't figure it out so I kept the version of RTFM (2.0.4) the same in my RT 3.2.2 -> 3.4.5 migration for our production system. Everything seemed OK, and I put it in production yesterday, but then someone pointed out that tickets with "links" to a RTFM were failing on my our production system. I'm getting this error message: *error:* Can't call method "Id" on an undefined value at /usr/local/rt3/lib/RT/URI/fsck_com_rtfm.pm line 147. More details in the message sent to rt-users 5/12/2006: "[rt-users] RTFM 2.0.4 links don't work after RT 3.2.2 -> 3.4.5 upgrade" Were you able to resolve this problem? Anyone have a clue on what might be going on? I'd really like to get this straightened out on our production system before more people start to find those errors. I'm not really sure what to do, I'm fairly certain that if I try the RTFM 2.1.4 upgrade again to try to resolve my links problem it'll get me back to blank RTFMs (and I'm guessing broken looking tickets when they have RTFM links). BTW my hostname and RT URL path both changed in my update although I not certain if this is relevant. Thanks, Mike Alex Strachan wrote: > > Hi All, > > Upgraded RT from 3.0.4 -> 3.4.5; applied mysql upgrades > > Upgrade RTFM from 2.0.4 -> 2.1.4; applied mysql upgrades > > When using RTFM I am unable to see any previous Text or Wiki content, > the classes and titles are still all there. > > When trying to modify custom fields to classes assignments? > > error: Can't locate object method "HasEntry" via package > "RT::CustomFields" at > /opt/rt3/share/html/RTFM/Admin/Classes/CustomFields.html line 81. > > context: ... > > 77: # Go through and delete all the custom field relationships that > this class > > 78: # no longer has > > 79: > > 80: > > 81: if ($ClassCFs->HasEntry($cf->Id)) { > > 82: unless (defined $ARGS{"Class-".$ClassObj->Id."-CF-".$cf->Id} ) { > > 83: my ($val, $msg) = $cf->RemoveFromClass($ClassObj->Id); > > 84: push (@results, $msg); > > 85: > > ... > > code stack: /opt/rt3/share/html/RTFM/Admin/Classes/CustomFields.html:81 > > /opt/rt3/share/html/autohandler:215 > > Alex > > ------------------------------------------------------------------------ > > _______________________________________________ > 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 rt3 at acerhomes.com Sat May 13 11:36:45 2006 From: rt3 at acerhomes.com (rt3 at acerhomes.com) Date: Sat, 13 May 2006 23:36:45 +0800 (PHT) Subject: [rt-users] Re: Request Tracker (Invisible Approvals) In-Reply-To: References: Message-ID: <1282.210.23.183.140.1147534605.squirrel@mail.acerhomes.com> Sorry for my English, I mean nothing is displayed when I click the link. This only happen when I upgraded from 3.0.5 to 3.4.5. I already redo the approval template and gave the necessary permission based on the wiki and from these mailing list but nothing works for me. > Do you mean that the link itself doesn't show on the left hand side or > that nothing shows when you click on the link? > > -Jay > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of > rt3 at acerhomes.com > Sent: Friday, May 12, 2006 3:13 AM > To: taan > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Re: Request Tracker (Invisible Approvals) > > I'm no lucky at all. Nobody can see Approval link section even I gave > them > all permissions from Approval queue, adminCC, owner, global and even > the > root as suggested by Craig. > > If somebody can give me the series of SELECT statements when I click the > Approval link, and run from database itself so I can hopefully trace the > problem > > >> The AdminCC can't see what is in the Approvals queue by clicking on > the >> Approvals tab, onlt the Approval Ticket Owner can. >> However the AdminCC should be able to view the Ticket requiring > Approval >> and from there, under links depends on, open the Approval Ticket and >> change the Owner. Of coarse, as mentioned in another thread, you could >> hardwire the template for Approval creation to set a distinct owner. >> >> Taan >> >> >> Jay Vlavianos wrote: >>> So that helped my user see something in the "Approval" section, but > my >>> AdminCC user still can't see anything IN the queue. This is > maddening! >>> If he can't see it, he cant "own" it, since its assigned a Nobody > owner >>> at creation. >>> >>> -jay >>> >>> -----Original Message----- >>> From: rt-users-bounces at lists.bestpractical.com >>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of taan >>> Sent: Monday, May 08, 2006 6:56 PM >>> To: rt-users at lists.bestpractical.com >>> Subject: Re: [rt-users] Re: Request Tracker >>> >>> Make sure an owner is assigned to the approval ticket and that they > have >>> >>> the correct ACLs. >>> >>> For some reason even though I give privileged users the required > access >>> I still had to assign appropriate ACL's on a per queue basis (ie to > the >>> Approval queue). >>> >>> Hope this helps. >>> Taan >>> >>> rt3 at acerhomes.com wrote: >>>> Sorry, Craig. Im still stucked here. Philip Kine gave some points >>>> on approval but it doesn't work for me (Subject: How to debug RT >>>> better). You also try it and hopefully you give me feedback. TY >>>> >>>>> Hi, >>>>> >>>>> >>>>> >>>>> I saw your post on the Request Tracker mailing list regarding the >>>>> Approvals no longer showing up. I'm having the same problem after >>>>> upgrading. Did you ever get an answer? >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >>> >>> We're hiring! Come hack Perl for Best Practical: >>> http://bestpractical.com/about/jobs.html >>> >>> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> We're hiring! Come hack Perl for Best Practical: >> http://bestpractical.com/about/jobs.html >> > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > From JVlavianos at ecastinc.com Sat May 13 12:35:36 2006 From: JVlavianos at ecastinc.com (Jay Vlavianos) Date: Sat, 13 May 2006 09:35:36 -0700 Subject: [rt-users] Re: Request Tracker (Invisible Approvals) Message-ID: I had this same problem until I actually went INTO the approval ticket and changed the owner to myself. Once the approval ticket had an owner, the Approval link worked just fine. I modified my create script to auto-assign the approval ticket to a specific person, though it doesn't seem to work. However, to just get the approval link working, change the ticket owner to yourself and you should be able to see the tickets. I still, however, cant get the ticket to auto assign to someone :) -Jay -----Original Message----- From: rt3 at acerhomes.com [mailto:rt3 at acerhomes.com] Sent: Saturday, May 13, 2006 8:37 AM To: Jay Vlavianos Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] Re: Request Tracker (Invisible Approvals) Sorry for my English, I mean nothing is displayed when I click the link. This only happen when I upgraded from 3.0.5 to 3.4.5. I already redo the approval template and gave the necessary permission based on the wiki and from these mailing list but nothing works for me. > Do you mean that the link itself doesn't show on the left hand side or > that nothing shows when you click on the link? > > -Jay > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of > rt3 at acerhomes.com > Sent: Friday, May 12, 2006 3:13 AM > To: taan > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Re: Request Tracker (Invisible Approvals) > > I'm no lucky at all. Nobody can see Approval link section even I gave > them > all permissions from Approval queue, adminCC, owner, global and even > the > root as suggested by Craig. > > If somebody can give me the series of SELECT statements when I click the > Approval link, and run from database itself so I can hopefully trace the > problem > > >> The AdminCC can't see what is in the Approvals queue by clicking on > the >> Approvals tab, onlt the Approval Ticket Owner can. >> However the AdminCC should be able to view the Ticket requiring > Approval >> and from there, under links depends on, open the Approval Ticket and >> change the Owner. Of coarse, as mentioned in another thread, you could >> hardwire the template for Approval creation to set a distinct owner. >> >> Taan >> >> >> Jay Vlavianos wrote: >>> So that helped my user see something in the "Approval" section, but > my >>> AdminCC user still can't see anything IN the queue. This is > maddening! >>> If he can't see it, he cant "own" it, since its assigned a Nobody > owner >>> at creation. >>> >>> -jay >>> >>> -----Original Message----- >>> From: rt-users-bounces at lists.bestpractical.com >>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of taan >>> Sent: Monday, May 08, 2006 6:56 PM >>> To: rt-users at lists.bestpractical.com >>> Subject: Re: [rt-users] Re: Request Tracker >>> >>> Make sure an owner is assigned to the approval ticket and that they > have >>> >>> the correct ACLs. >>> >>> For some reason even though I give privileged users the required > access >>> I still had to assign appropriate ACL's on a per queue basis (ie to > the >>> Approval queue). >>> >>> Hope this helps. >>> Taan >>> >>> rt3 at acerhomes.com wrote: >>>> Sorry, Craig. Im still stucked here. Philip Kine gave some points >>>> on approval but it doesn't work for me (Subject: How to debug RT >>>> better). You also try it and hopefully you give me feedback. TY >>>> >>>>> Hi, >>>>> >>>>> >>>>> >>>>> I saw your post on the Request Tracker mailing list regarding the >>>>> Approvals no longer showing up. I'm having the same problem after >>>>> upgrading. Did you ever get an answer? >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >>> >>> We're hiring! Come hack Perl for Best Practical: >>> http://bestpractical.com/about/jobs.html >>> >>> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> We're hiring! Come hack Perl for Best Practical: >> http://bestpractical.com/about/jobs.html >> > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > From rt3 at acerhomes.com Sun May 14 08:47:07 2006 From: rt3 at acerhomes.com (rt3 at acerhomes.com) Date: Sun, 14 May 2006 20:47:07 +0800 (PHT) Subject: [rt-users] Re: Request Tracker (Invisible Approvals) In-Reply-To: References: Message-ID: <1102.210.23.183.49.1147610827.squirrel@mail.acerhomes.com> Yes I did that already. previously it was assigned to Nobody. Then I put someone to owner on the template and I even tried the root user but still it didn't displayed. > I had this same problem until I actually went INTO the approval ticket > and changed the owner to myself. Once the approval ticket had an owner, > the Approval link worked just fine. I modified my create script to > auto-assign the approval ticket to a specific person, though it doesn't > seem to work. > > However, to just get the approval link working, change the ticket owner > to yourself and you should be able to see the tickets. > > I still, however, cant get the ticket to auto assign to someone :) > > -Jay > > > -----Original Message----- > From: rt3 at acerhomes.com [mailto:rt3 at acerhomes.com] > Sent: Saturday, May 13, 2006 8:37 AM > To: Jay Vlavianos > Cc: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] Re: Request Tracker (Invisible Approvals) > > Sorry for my English, I mean nothing is displayed when I click the link. > This only happen when I upgraded from 3.0.5 to 3.4.5. I already redo > the > approval template and gave the necessary permission based on the wiki > and > from these mailing list but nothing works for me. > >> Do you mean that the link itself doesn't show on the left hand side or >> that nothing shows when you click on the link? >> >> -Jay >> >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of >> rt3 at acerhomes.com >> Sent: Friday, May 12, 2006 3:13 AM >> To: taan >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Re: Request Tracker (Invisible Approvals) >> >> I'm no lucky at all. Nobody can see Approval link section even I gave >> them >> all permissions from Approval queue, adminCC, owner, global and even >> the >> root as suggested by Craig. >> >> If somebody can give me the series of SELECT statements when I click > the >> Approval link, and run from database itself so I can hopefully trace > the >> problem >> >> >>> The AdminCC can't see what is in the Approvals queue by clicking on >> the >>> Approvals tab, onlt the Approval Ticket Owner can. >>> However the AdminCC should be able to view the Ticket requiring >> Approval >>> and from there, under links depends on, open the Approval Ticket and >>> change the Owner. Of coarse, as mentioned in another thread, you > could >>> hardwire the template for Approval creation to set a distinct owner. >>> >>> Taan >>> >>> >>> Jay Vlavianos wrote: >>>> So that helped my user see something in the "Approval" section, but >> my >>>> AdminCC user still can't see anything IN the queue. This is >> maddening! >>>> If he can't see it, he cant "own" it, since its assigned a Nobody >> owner >>>> at creation. >>>> >>>> -jay >>>> >>>> -----Original Message----- >>>> From: rt-users-bounces at lists.bestpractical.com >>>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of taan >>>> Sent: Monday, May 08, 2006 6:56 PM >>>> To: rt-users at lists.bestpractical.com >>>> Subject: Re: [rt-users] Re: Request Tracker >>>> >>>> Make sure an owner is assigned to the approval ticket and that they >> have >>>> >>>> the correct ACLs. >>>> >>>> For some reason even though I give privileged users the required >> access >>>> I still had to assign appropriate ACL's on a per queue basis (ie to >> the >>>> Approval queue). >>>> >>>> Hope this helps. >>>> Taan >>>> >>>> rt3 at acerhomes.com wrote: >>>>> Sorry, Craig. Im still stucked here. Philip Kine gave some points >>>>> on approval but it doesn't work for me (Subject: How to debug RT >>>>> better). You also try it and hopefully you give me feedback. TY >>>>> >>>>>> Hi, >>>>>> >>>>>> >>>>>> >>>>>> I saw your post on the Request Tracker mailing list regarding the >>>>>> Approvals no longer showing up. I'm having the same problem after >>>>>> upgrading. Did you ever get an answer? >>>> >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>> Buy a copy at http://rtbook.bestpractical.com >>>> >>>> >>>> We're hiring! Come hack Perl for Best Practical: >>>> http://bestpractical.com/about/jobs.html >>>> >>>> >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >>> >>> We're hiring! Come hack Perl for Best Practical: >>> http://bestpractical.com/about/jobs.html >>> >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> We're hiring! Come hack Perl for Best Practical: >> http://bestpractical.com/about/jobs.html >> > > > From jhunter at telwestservices.com Mon May 1 11:24:29 2006 From: jhunter at telwestservices.com (Joshua Hunter) Date: Mon, 1 May 2006 08:24:29 -0700 Subject: [rt-users] MyRT line 76 Message-ID: <9F285BFE1D7757499D9FF095B4EE347DD0B812@tw-xchange01.TWC.local> I've just recently upgraded from 3.4.5 to 3.6.0pre1. Everything seems to be working fine now (after dealing with some GD issues) except that I receive an error on the RT at a glance page. I am completely new to Linux and RT (this is the first system I've ever installed and the first app I've ever configured) and have no idea what I'm looking at here. I got 3.4.5 up without any problems, but ran into a few snags with 3.6. I searched gossamer threads and saw that someone had emailed about this in August with version 3.5.2, but didn't see any response. Hopefully someone a bit more experienced can help. Thanks, Joshua Hunter Tel West Communications Tel West Network Services Information Technology Tel: 206-577-6333 Fax: 206-315-3638 System error error: Can't call method "Content" on an undefined value at /opt/rt3/share/html/Elements/MyRT line 76. context: ... 72: 73: unless (exists $session{'my_rt_portlets'}) { 74: my ($d_portlets) = RT::System->new($session{'CurrentUser'})->Attributes->Named('HomepageSet tings'); 75: my $user = $session{'CurrentUser'}->UserObj; 76: $session{'my_rt_portlets'} = $user->Preferences('HomepageSettings', $d_portlets->Content); 77: } 78: 79: my $portlets = $session{'my_rt_portlets'}; 80: ... code stack: /opt/rt3/share/html/Elements/MyRT:76 /opt/rt3/share/html/index.html:79 /opt/rt3/share/html/autohandler:279 raw error Can't call method "Content" on an undefined value at /opt/rt3/share/html/Elements/MyRT line 76. Trace begun at /usr/share/perl5/HTML/Mason/Exceptions.pm line 129 HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "Content" on an undefined value at /opt/rt3/share/html/Elements/MyRT line 76.^J') called at /opt/rt3/share/html/Elements/MyRT line 76 HTML::Mason::Commands::__ANON__ at /usr/share/perl5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9f c2e2c)') called at /usr/share/perl5/HTML/Mason/Request.pm line 1251 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef) called at /opt/rt3/share/html/index.html line 79 HTML::Mason::Commands::__ANON__ at /usr/share/perl5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9e cdf4c)') called at /usr/share/perl5/HTML/Mason/Request.pm line 1251 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef) called at /usr/share/perl5/HTML/Mason/Request.pm line 914 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HAS H(0x9f88148)') called at /opt/rt3/share/html/autohandler line 279 HTML::Mason::Commands::__ANON__ at /usr/share/perl5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9d e06f4)') called at /usr/share/perl5/HTML/Mason/Request.pm line 1246 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef, undef) called at /usr/share/perl5/HTML/Mason/Request.pm line 459 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 459 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 411 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9 f88148)') called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 165 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheH andler=HASH(0x9f88148)') called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 832 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=H ASH(0x8875278)', 'Apache2::RequestRec=SCALAR(0x9f8bd54)') called at /opt/rt3/bin/webmux.pl line 123 eval {...} at /opt/rt3/bin/webmux.pl line 123 RT::Mason::handler('Apache2::RequestRec=SCALAR(0x9f8bd54)') called at -e line 0 eval {...} at -e line 0 -------------- next part -------------- An HTML attachment was scrubbed... URL: From matthew at sorbs.net Mon May 15 01:41:11 2006 From: matthew at sorbs.net (Matthew Sullivan) Date: Mon, 15 May 2006 15:41:11 +1000 Subject: [rt-users] Adding a Status of "Closed" to RT In-Reply-To: <4464D303.6000308@seibl.com> References: <4463C40D.9020301@seibl.com> <4464D303.6000308@seibl.com> Message-ID: <44681477.8070509@sorbs.net> SSeibl wrote: > > >> Hi Folks, >> My boss likes the idea of having a Status of "Closed". Where can this >> be added. I have searched high and low, near and far for about 3 >> hours and can find no mention of how to do this. >> >> I am using the latest. 3.4.5 > I added the following to my RT_SiteConfig.pm file: @ActiveStatus = qw(new open stalled answered); @InactiveStatus = qw(resolved rejected closed deleted fixed spam); You can probably guess what they do .. ;-) / Mat From mikep at uclink.berkeley.edu Mon May 15 04:07:21 2006 From: mikep at uclink.berkeley.edu (Mike Patterson) Date: Mon, 15 May 2006 01:07:21 -0700 Subject: [rt-users] RTFM 2.0.4 links don't work after RT 3.2.2 -> 3.4.5 upgrade In-Reply-To: <446835B8.3040802@berkeley.edu> References: <44650A1B.6040702@uclink.berkeley.edu> <446835B8.3040802@berkeley.edu> Message-ID: <446836B9.1020300@uclink.berkeley.edu> Figured it out, I skipped a basic setup step... In migrating from one server to another my problem with the RTFM links were due to failing to set my Organization (in the /RTPath/etc/RT_SiteConfig.pm) on my 2nd server which left me with the default "example.com" organization name. This messed up paths set in the "Links" table. Fixing this in the RT_SiteConfig.pm table and switching the latest additions in the Links table from "example.com" to my actual organization name fixed it. Hopefully this was the problem messing up my RTFM 2.0.4 -> 2.1.40 test update. -- Mike Patterson Systems Manager UC Berkeley Extension From hansson.patrik at gmail.com Mon May 15 06:37:57 2006 From: hansson.patrik at gmail.com (Patrik Hansson) Date: Mon, 15 May 2006 12:37:57 +0200 Subject: [rt-users] Http path on taken ticket In-Reply-To: <8ad9209c0605150202t6caf81bcp76c38971f14431a4@mail.gmail.com> References: <8ad9209c0605150202t6caf81bcp76c38971f14431a4@mail.gmail.com> Message-ID: <8ad9209c0605150337s4c12d2e2x2705d437ef1d4fb0@mail.gmail.com> Hi there. I?m running 3.6.0rc1 and have added /rt to my http://fqdn address and it works very well exept when I take a ticket and then click on the tickets subject to enter the ticket from "RT at a Glance". It then points me to http://fqdd/Ticket/Display.html?id=86 If i click the ticket id the path is http://fqdn/rt/Ticket/Display.html?id=86 and everything works. Of i "Untake" the Ticket both ID and Subject works again. Is there something wrong in how the page is built ? From ruslan.zakirov at gmail.com Mon May 15 07:02:18 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 15 May 2006 15:02:18 +0400 Subject: [rt-users] MyRT line 76 In-Reply-To: <9F285BFE1D7757499D9FF095B4EE347DD0B812@tw-xchange01.TWC.local> References: <9F285BFE1D7757499D9FF095B4EE347DD0B812@tw-xchange01.TWC.local> Message-ID: <589c94400605150402i6758482bsdf5f447080352848@mail.gmail.com> You have to upgrade database in order to use 3.6, read README. Note that some DB upgrades are not backward compatible so you couldn't use different versions of frontend with the same DB, but I don't remember if that true for 3.6 vs 3.4. On 5/1/06, Joshua Hunter wrote: > > > > > I've just recently upgraded from 3.4.5 to 3.6.0pre1. Everything seems to be > working fine now (after dealing with some GD issues) except that I receive > an error on the RT at a glance page. I am completely new to Linux and RT > (this is the first system I've ever installed and the first app I've ever > configured) and have no idea what I'm looking at here. I got 3.4.5 up > without any problems, but ran into a few snags with 3.6. I searched > gossamer threads and saw that someone had emailed about this in August with > version 3.5.2, but didn't see any response. Hopefully someone a bit more > experienced can help. > > > > Thanks, > > > > Joshua Hunter > > > > Tel West Communications > > Tel West Network Services > > Information Technology > > Tel: 206-577-6333 > > Fax: 206-315-3638 > > > > > > System error > > error: Can't call method "Content" on an undefined value at > /opt/rt3/share/html/Elements/MyRT line 76. > > context: ... > > 72: > > 73: unless (exists $session{'my_rt_portlets'}) { > > 74: my ($d_portlets) = > RT::System->new($session{'CurrentUser'})->Attributes->Named('HomepageSettings'); > > 75: my $user = $session{'CurrentUser'}->UserObj; > > 76: $session{'my_rt_portlets'} = > $user->Preferences('HomepageSettings', > $d_portlets->Content); > > 77: } > > 78: > > 79: my $portlets = $session{'my_rt_portlets'}; > > 80: > > ... > > > > code stack: /opt/rt3/share/html/Elements/MyRT:76 > > /opt/rt3/share/html/index.html:79 > > /opt/rt3/share/html/autohandler:279 > > > > > > raw error > > > > Can't call method "Content" on an undefined value at > /opt/rt3/share/html/Elements/MyRT line 76. > > > > > > Trace begun at /usr/share/perl5/HTML/Mason/Exceptions.pm > line 129 > > HTML::Mason::Exceptions::rethrow_exception('Can\'t call > method "Content" on an undefined value at > /opt/rt3/share/html/Elements/MyRT line 76.^J') called at > /opt/rt3/share/html/Elements/MyRT line 76 > > HTML::Mason::Commands::__ANON__ at > /usr/share/perl5/HTML/Mason/Component.pm line 135 > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9fc2e2c)') > called at /usr/share/perl5/HTML/Mason/Request.pm line 1251 > > eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line > 1245 > > HTML::Mason::Request::comp(undef, undef) called at > /opt/rt3/share/html/index.html line 79 > > HTML::Mason::Commands::__ANON__ at > /usr/share/perl5/HTML/Mason/Component.pm line 135 > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9ecdf4c)') > called at /usr/share/perl5/HTML/Mason/Request.pm line 1251 > > eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line > 1245 > > HTML::Mason::Request::comp(undef, undef) called at > /usr/share/perl5/HTML/Mason/Request.pm line 914 > > HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x9f88148)') > called at /opt/rt3/share/html/autohandler line 279 > > HTML::Mason::Commands::__ANON__ at > /usr/share/perl5/HTML/Mason/Component.pm line 135 > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9de06f4)') > called at /usr/share/perl5/HTML/Mason/Request.pm line 1246 > > eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line > 1245 > > HTML::Mason::Request::comp(undef, undef, undef) called at > /usr/share/perl5/HTML/Mason/Request.pm line 459 > > eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line > 459 > > eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line > 411 > > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9f88148)') > called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line > 165 > > HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9f88148)') > called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line > 832 > > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x8875278)', > 'Apache2::RequestRec=SCALAR(0x9f8bd54)') called at > /opt/rt3/bin/webmux.pl line 123 > > eval {...} at /opt/rt3/bin/webmux.pl line 123 > > RT::Mason::handler('Apache2::RequestRec=SCALAR(0x9f8bd54)') > called at -e line 0 > > eval {...} at -e line 0 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > > -- Best regards, Ruslan. From jesse at bestpractical.com Mon May 15 08:19:51 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 15 May 2006 08:19:51 -0400 Subject: [rt-users] RT3.6 bug/feature report! In-Reply-To: <1147355891.3561.30.camel@pcx4546.desy.de> References: <1147355891.3561.30.camel@pcx4546.desy.de> Message-ID: <20060515121951.GF1934@bestpractical.com> On Thu, May 11, 2006 at 03:58:11PM +0200, Sven Sternberger wrote: > Hello! > > I noticed that ther is a difference between 3.0 and 3.6rc1 in the > access rights handling 3.6.0rc2 should revert this functionality. Want to give it a test? JEsse > Situation: > > Two Queues named qa and qb. The user has the right to modify tickets > in qa but not in qb. In 3.0 it is possible, to set a link > from a ticket in qa to to a ticket in qb. In 3.6 I get permission > denied, which looks like I have to give the user the right to > modify tickets in qb. > > regards! > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- From jesse at bestpractical.com Mon May 15 08:51:38 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 15 May 2006 08:51:38 -0400 Subject: [rt-users] MyRT line 76 In-Reply-To: <9F285BFE1D7757499D9FF095B4EE347DD7B5A1@tw-xchange01.TWC.local> References: <9F285BFE1D7757499D9FF095B4EE347DD7B5A1@tw-xchange01.TWC.local> Message-ID: <20060515125138.GJ1934@bestpractical.com> On Tue, May 02, 2006 at 01:28:45PM -0700, Joshua Hunter wrote: > Jesse, > > I ran the following commands and received the following output. I'm > sure this is perfectly clear to you, but means little to me. The > instructions say to run the command on any directory greater than your > install. So I ran it for 3.5.1. There was also a Quebec directory, > which I did not run. This output looks really weird and doesn't make any sense to me. (Also, please CC rt-users on your replies, as there are lots of brilliant folks on the lists who may well be better able to help you than me. -jesse From jesse at bestpractical.com Mon May 15 10:08:01 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 15 May 2006 10:08:01 -0400 Subject: [rt-users] Http path on taken ticket In-Reply-To: <8ad9209c0605150337s4c12d2e2x2705d437ef1d4fb0@mail.gmail.com> References: <8ad9209c0605150202t6caf81bcp76c38971f14431a4@mail.gmail.com> <8ad9209c0605150337s4c12d2e2x2705d437ef1d4fb0@mail.gmail.com> Message-ID: <20060515140800.GK1934@bestpractical.com> What do your SiteConfig's Web* variables look like? On Mon, May 15, 2006 at 12:37:57PM +0200, Patrik Hansson wrote: > Hi there. > > I?m running 3.6.0rc1 and have added /rt to my http://fqdn address and > it works very well exept when I take a ticket and then click on the > tickets subject to enter the ticket from "RT at a Glance". > > It then points me to http://fqdd/Ticket/Display.html?id=86 > > If i click the ticket id the path is > > http://fqdn/rt/Ticket/Display.html?id=86 and everything works. > > Of i "Untake" the Ticket both ID and Subject works again. > > Is there something wrong in how the page is built ? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 andreas.sinn at cpb-software.ag Mon May 15 10:48:43 2006 From: andreas.sinn at cpb-software.ag (Andreas Sinn) Date: Mon, 15 May 2006 16:48:43 +0200 Subject: [rt-users] Problem with Resolve Ticket Message-ID: <73B9C5C17D425D45B5CAA354C4E66C4A013A3406@cpbs-mxs1.cpbs.at> Hello! I have a problem and I don't know how to solve this. I want to send the content of the ticket and the message after resolving the ticket to the client. How must I configure the template? Thanks Andreas -------------- next part -------------- An HTML attachment was scrubbed... URL: From jb at smarterliving.com Mon May 15 13:51:22 2006 From: jb at smarterliving.com (JB Segal) Date: Mon, 15 May 2006 13:51:22 -0400 Subject: [rt-users] Global Scrip, but individually removeable? In-Reply-To: <6.2.3.4.2.20060511094248.03492cf8@po14.mit.edu> References: <20060510215830.BD0CA4D81EB@diesel.bestpractical.com> <02e801c6749e$3bc13390$3901a8c0@digifoni581d26> <6.2.3.4.2.20060511094248.03492cf8@po14.mit.edu> Message-ID: <20060515175122.GJ9167@smarterliving.com> Quoth Stephen Turner (sturner at MIT.EDU): > > There's an add-on to do this. Check the wiki under Contributions/Other/Dirk Pape. > So, Dirk's add-on says it's for 3.2 (and earlier). Has anyone tested this with 3.4.5? I mailed Dirk last week but have yet to hear back from him. -- JB Segal 617-886-5575 www.smartertravel.com Systems/Network Admin. 465 Medford St. Ste 400 www.bookingbuddy.com Smarter Living, Inc. Boston, MA 02129 www.tripmania.com From pkime at Shopzilla.com Mon May 15 13:55:26 2006 From: pkime at Shopzilla.com (Philip Kime) Date: Mon, 15 May 2006 10:55:26 -0700 Subject: [rt-users] Where is the "fsck.com" coming from? Message-ID: <58B1112F0EEB7349AE14A0AA46F9CEC00137AB5E@szexchange.Shopzilla.inc> In the REST interface for 3.4.5, when I show a ticket's links: /usr/local/rt/bin/rt show ticket/47126/links id: ticket/47126/links DependedOnBy: fsck.com-rt://blah.com/ticket/47125 ?? Surely the link should just read rt://blah.com/ticket/47125 ? -- Philip Kime NOPS Systems Architect 310 401 0407 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Mon May 15 13:58:38 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 15 May 2006 13:58:38 -0400 Subject: [rt-users] Where is the "fsck.com" coming from? In-Reply-To: <58B1112F0EEB7349AE14A0AA46F9CEC00137AB5E@szexchange.Shopzilla.inc> References: <58B1112F0EEB7349AE14A0AA46F9CEC00137AB5E@szexchange.Shopzilla.inc> Message-ID: <20060515175838.GA1934@bestpractical.com> On Mon, May 15, 2006 at 10:55:26AM -0700, Philip Kime wrote: > In the REST interface for 3.4.5, when I show a ticket's links: > > /usr/local/rt/bin/rt show ticket/47126/links > id: ticket/47126/links > DependedOnBy: fsck.com-rt://blah.com/ticket/47125 At the time when the URI scheme was specified, there was a standard for vendor-specified URIs to be prefixed with a vendor-specific identifier. When the identifier got fixed, RT was very much a hobby project. And fsck.com is my personal domain. But we're not about to break everyone's URIs by changing them to bestpractical.com-rt: ;) From mm at elabnet.de Mon May 15 14:17:11 2006 From: mm at elabnet.de (Michael Markstaller) Date: Mon, 15 May 2006 20:17:11 +0200 Subject: [rt-users] RE: [Rt-devel] Survey for RT 3.4 / Rights to change Custom Fields Message-ID: <57403EFC11A7D24F99E37576E21C5E336BE0@elab4vm1.elabnet.com> Maybe for those interested: I save the survey into a comment now and use ExtractCustomFieldValues.pm to fill it into the appropriate CF's. A bit complicated though but it works fine. Still strange that I can add comments but not change CFs with using the RT::SystemUser loading the ticket but couldn't sort out with my limited programming skills.. Michael > -----Original Message----- > From: rt-devel-bounces at lists.bestpractical.com > [mailto:rt-devel-bounces at lists.bestpractical.com] On Behalf > Of Michael Markstaller > Sent: Friday, May 12, 2006 2:03 AM > To: rt-devel at lists.fsck.com > Subject: [Rt-devel] Survey for RT 3.4 / Rights to change Custom Fields > > I've cleaned out some things in the Survey-code found here: > http://rt3.fsck.com/Ticket/Display.html?id=3317, > now there's one finally one problem left I cannot resolve (RT > 3.4.1 on sarge): > > When I submit the survey as "not logged on", it tells me > "Could not add new custom field value. Permission Denied" > In the log I have one "[err]: Couldn't load from the users database." > What fails is ProcessTicketCustomFieldUpdates(ARGSRef => > \%ARGS) with the above error; > Shouldn't it be irrelevant which rights are given when the > Ticket is loaded with $RT::SystemUser ? > I gave any right I could imagine (test-box) to Everyone > "SeeQueue, ModifyCustomField, SeeCustomFields, even > SuperUser), still the same.. > > Survey.html uses $RT::SystemUser to load the ticket, displays > it fine and I can also add comment. > But changing custom fields doesn't work for some reason, > maybe there's someone around to give me a hint.. > Or is it maybe broken, i.e. somehow impossible to change > custom fields with the ModifyCustomField right ? > > Michael > _______________________________________________ > 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 > From bishopg at bu.edu Mon May 15 15:32:15 2006 From: bishopg at bu.edu (George Bishop) Date: Mon, 15 May 2006 15:32:15 -0400 Subject: [rt-users] Scrip Enable Question Message-ID: <4468D73F.5040700@bu.edu> Besides going to "Configuration -> Global -> Scrips" and finding the entry with "TransactionCreate," or enabling the scrip for a specific queue, is there anything else needed to enable a scrip to be run? Specifically, I am trying to get the "Autoreply to Requestors" scrip to run, but with no luck. Any input would be appreciated. George Student Helper - CAS Computing Services From rickr at rice.edu Mon May 15 17:18:29 2006 From: rickr at rice.edu (Rick Russell) Date: Mon, 15 May 2006 16:18:29 -0500 Subject: [rt-users] CustomField is deleted automatically after modified by a scrip In-Reply-To: <8104F407BDC0454388D0BAEA0026CDACB883A0@hxntxms01.AD.SSS> References: <8104F407BDC0454388D0BAEA0026CDACB883A0@hxntxms01.AD.SSS> Message-ID: <4468F025.1010809@rice.edu> David Di wrote: > But in this case how can I set a CF's value as the purpose of a scrip is > to do the job without manual intervention. Two options: (1) Set the rights on the Custom Field so that the user cannot manually modify it. (2) Set the scrip execution to "TransactionBatch", which should wait for the contents of the form to be submitted before it goes into action. TransactionBatch mode must be turned on. In the SiteConfig file, I think. Rick R. This one sometimes works but > not stable so I can't make sure it always work and so I can't put it in > production use. One more problem is when I use one scrip to change two > CFs' value, one is changed fine and one has this problem that was > deleted afterwards. If you have any solution that will be great help. > Thank you. > > > Regards, > > David > > > -----Original Message----- > From: Stephen Turner [mailto:sturner at MIT.EDU] > Sent: Thursday, May 11, 2006 9:53 PM > To: David Di; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] CustomField is deleted automatically after > modified by a scrip > > > At Thursday 5/11/2006 03:52 AM, David Di wrote: >> I encountered a strange problem when setting value for a custom >> field. If anyone can give me a lead that will be appreciated. >> >> >> >> Note: this action is to set current transaction user to be the >> Evaluator, fill in his real name instead of RT id. >> >> History record in the ticket: >> RT_System - Evaluator James Wot added >> wotj01 - Evaluator James Wot deleted >> >> Note: first line shows that the scrip updated the CF:Evaluator >> successfully but then there's another transaction shows that the >> user deleted the CF's value. But the user didn't do that. So it must >> be some internal mechanism did that. > > > Hello David, > > You didn't describe what the user-defined condition does, but I can > guess what's happening. I'm assuming that the problem occurs when a > ticket is updated in the web interface, from a screen that allows > custom fields to be updated. > > When you submit the form, the CF value on the screen is blank. The > scrip changes the value to 'James Wot'. Then the values submitted > from the form are processed - RT sees that the current CF value is > 'James Wot' and that the submitted value is null. It interprets this > as a deletion. > > Steve > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > From nazark at auska.com Mon May 15 12:16:21 2006 From: nazark at auska.com (Nazark Kulynych) Date: Mon, 15 May 2006 16:16:21 -0000 Subject: [rt-users] You're almost there error Message-ID: <20060515213906.3E3E94D80AC@diesel.bestpractical.com> An HTML attachment was scrubbed... URL: From pedro_nf at yahoo.com Tue May 16 04:09:44 2006 From: pedro_nf at yahoo.com (Pedro Ferreira) Date: Tue, 16 May 2006 01:09:44 -0700 (PDT) Subject: [rt-users] QueryBuilder::Tree error Message-ID: <20060516080944.10433.qmail@web60322.mail.yahoo.com> Hello all! We had RT 3.4.5 working until yesterday, after a system update. Now we have this error when going to the Search tickets page: Can't locate object method "new" via package "RT::Interface::Web::QueryBuilder::Tree" at /opt/rt3/share/html/Search/Build.html line 288. I searched around this mail list and found several people with the same problem, apparently something to do with perl and Tree::Simple module or Scalar::Util module. Is there a solution for this? Many thanks in advance... my system: fedora 4 kernel-2.6.16-1.2108_FC4 perl-5.8.6-24 Pedro Ferreira Grenoble - France "Everything should be made as simple as possible, but not simpler." - Einstein And remember - there are 10 types of people, those who understand binary and those who don't! __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From jboris at adphila.org Tue May 16 11:05:31 2006 From: jboris at adphila.org (John Boris) Date: Tue, 16 May 2006 11:05:31 -0400 Subject: [rt-users] Allowing Unprivileged users change Personal Info Message-ID: I saw a partial answer to this in the archive but nothing else. I want each user to be allowed to change their Name, Phone number, address etc. Not their email. I tried the Modify Self right but that just gives them access to change their password. Is there a way to do this without getting into a privileged user. John J. Boris, Sr. JEN-A-SyS Administrator Archdiocese of Philadelphia "Remember! That light at the end of the tunnel Just might be the headlight of an oncoming train!" From pedro_nf at yahoo.com Tue May 16 11:26:33 2006 From: pedro_nf at yahoo.com (Pedro Ferreira) Date: Tue, 16 May 2006 08:26:33 -0700 (PDT) Subject: [rt-users] QueryBuilder::Tree error In-Reply-To: <200605160944.08720.cto@sca.org> Message-ID: <20060516152633.52140.qmail@web60314.mail.yahoo.com> Thanks for your help! I tryed to update Tree::Simple and I was getting an error so I re-installed perl CPAN, Scalar::Util and Tree::Simple, this worked without any errors. So you say that now if I re-install everything it should work... ok, going to try it, after I'll let you know if it worked... Pedro Ferreira Grenoble - France "Everything should be made as simple as possible, but not simpler." - Einstein And remember - there are 10 types of people, those who understand binary and those who don't! __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From pedro_nf at yahoo.com Tue May 16 11:29:07 2006 From: pedro_nf at yahoo.com (Pedro Ferreira) Date: Tue, 16 May 2006 08:29:07 -0700 (PDT) Subject: [rt-users] Allowing Unprivileged users change Personal Info In-Reply-To: Message-ID: <20060516152907.78471.qmail@web60325.mail.yahoo.com> hello! while searching for a solution to may problem I saw this page with some code changes to RT: http://www.usit.uio.no/it/rt/modifications/ if you know perl maybe you can find something interesting there... --- John Boris wrote: > I saw a partial answer to this in the archive but > nothing else. I want > each user to be allowed to change their Name, Phone > number, address etc. > Not their email. I tried the Modify Self right but > that just gives them > access to change their password. Is there a way to > do this without > getting into a privileged user. > > John J. Boris, Sr. > JEN-A-SyS Administrator > Archdiocese of Philadelphia > > "Remember! That light at the end of the tunnel > Just might be the headlight of an oncoming train!" > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from > O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > Pedro Ferreira Grenoble - France "Everything should be made as simple as possible, but not simpler." - Einstein And remember - there are 10 types of people, those who understand binary and those who don't! __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From jcolson at voidgate.org Tue May 16 04:57:31 2006 From: jcolson at voidgate.org (Joshua Colson) Date: Tue, 16 May 2006 01:57:31 -0700 Subject: [rt-users] Re: [3.6][FIX] Searches by custom fields In-Reply-To: <1147361676.7585.76.camel@s60r.ination.com> References: <589c94400605110053n4c381be8tee010759444b3bb5@mail.gmail.com> <1147361676.7585.76.camel@s60r.ination.com> Message-ID: <1147769851.8084.11.camel@s60r.ination.com> On Thu, 2006-05-11 at 08:34 -0700, Joshua Colson wrote: > On Thu, 2006-05-11 at 11:53 +0400, Ruslan Zakirov wrote: > > Hello. > > > > I've commited fixes several fixes into 3.5 branch that should fix > > issues with searches by CFs. > > Please test it with your test cases and report back. > > I've been trying (as time permits) to isolate this custom field search issue. As I stated before, I've tried the latest SVN and RC2 with no luck. However, I migrated my 3.6.0pre1 instance to use Apache2/Mod_Perl2/MySQL4.1 and now the problem is gone. I did a recursive diff on the respective installations and they show that there are no differences in the code (with the exception of 'use lib' paths, etc) between the two installations. This leads me to believe that there is a problem somewhere in SearchBuilder in the abstraction differences in database types. Rangarajan's problem is on an Oracle system, my problem was with SQLite, and it seems to work flawlessly on MySQL. If I get the chance, I'm going to try to dig deeper into the problem. I just wanted to put the info that I had out so that others could think about it also. Thanks. -- Joshua Colson iNation, LLC From stefan.franck at interactive-objects.com Tue May 16 11:34:44 2006 From: stefan.franck at interactive-objects.com (Stefan Franck) Date: Tue, 16 May 2006 17:34:44 +0200 Subject: [rt-users] Best practices Message-ID: <4469F114.5070002@interactive-objects.com> Hi, I'm completely new to RT and wonder if there are any best practices or examples on how to set up and configure RT. I searched in the wiki, but didn't find anything. Thanks a lot, Stefan From chaim.rieger at gmail.com Tue May 16 12:04:39 2006 From: chaim.rieger at gmail.com (Chaim Rieger) Date: Tue, 16 May 2006 09:04:39 -0700 Subject: [rt-users] Best practices In-Reply-To: <4469F114.5070002@interactive-objects.com> References: <4469F114.5070002@interactive-objects.com> Message-ID: On May 16, 2006, at 8:34 AM, Stefan Franck wrote: > Hi, > > I'm completely new to RT and wonder if there are any best practices > or examples on how to set up and configure RT. > I searched in the wiki, but didn't find anything. > > Thanks a lot, > Stefan os perl/cgi mysql/other_db sendmail/postfix/qmail etc...... a bit more specific. From scott at 4th.com Tue May 16 12:24:20 2006 From: scott at 4th.com (Scott Courtney) Date: Tue, 16 May 2006 12:24:20 -0400 Subject: [rt-users] QueryBuilder::Tree error In-Reply-To: <20060516152633.52140.qmail@web60314.mail.yahoo.com> References: <20060516152633.52140.qmail@web60314.mail.yahoo.com> Message-ID: <200605161224.20469.scott@4th.com> On Tuesday 16 May 2006 11:26, Pedro Ferreira wrote: > Thanks for your help! > I tryed to update Tree::Simple and I was getting an > error so I re-installed perl CPAN, Scalar::Util and > Tree::Simple, this worked without any errors. Tree::Simple seems to be the key to the problem, but I found that I had to physically delete it from the /usr/lib/perl.... directory tree and then use CPAN to reinstalling it. I think once you have a version of that module which doesn't require weak references, RT will install and run cleanly. > So you say that now if I re-install everything it > should work... ok, going to try it, after I'll let you > know if it worked... Good luck! -- ------------------------------------------------------------------------------ Scott Courtney | "I don't mind Microsoft making money. I mind them scott at 4th.com | having a bad operating system." -- Linus Torvalds http://4th.com/ | ("The Rebel Code," NY Times, 21 February 1999) | PGP Public Key at http://4th.com/keys/scott.pubkey From mpickard at visitlondon.com Tue May 16 12:35:22 2006 From: mpickard at visitlondon.com (Michael Pickard) Date: Tue, 16 May 2006 17:35:22 +0100 Subject: [rt-users] Changing Status but NOT Owner ? Message-ID: I would like ticket owners to be able to change the status of a ticket (i.e. resolve it), but NOT handball the ticket to another developer by changing the ticket owner. Change to ticket ownership functionality would be reserved for super-users. It seems to me that all this functionality is bundled under 'modify ticket' in an all-or-nothing kind of way - is what I want possible ? Michael Pickard Software Engineer Visit London 6th Floor, 2 More London Riverside, London, SE1 2RR Tel: +44 (0)20 7234 5857 Fax: +44 (0)20 7234 5751 www.visitlondon.com Visit London is the official visitor organisation for London. Visit London is partly funded by Partnership, the Mayor's London Development Agency and the Association of London Government. The information contained in this e-mail is confidential and intended for the named recipient(s) only. If you have received it in error, please notify the sender immediately and then delete the message. If you are not the intended recipient, you must not use, disclose, copy or distribute this email. The views expressed in this e-mail are those of the individual and not of Visit London. We reserve the right to read and monitor any email or attachment entering or leaving our systems without prior notice. -------------- next part -------------- An HTML attachment was scrubbed... URL: From klusk at brit.com Tue May 16 13:22:01 2006 From: klusk at brit.com (Kristopher Lusk) Date: Tue, 16 May 2006 12:22:01 -0500 Subject: [rt-users] Email Address question Message-ID: <20060516172159.1E1BBA3AE4@mail.brit.com> Hi List, I'm trying to add a new user via the web interface who happens to have a hyphen in their email address. RT does not like this and is complaining about an illegal value in the email address ( User 18682: EmailAddress: Illegal value for EmailAddress ). For instance, if Best Practical's domain was best-practical.com instead of bestpractical.com, someone's email address would be xyz at best-practical.com. How would I add this person as a user? Does putting double quotes around the address actually work? Thanks, Kris -------------- next part -------------- An HTML attachment was scrubbed... URL: From phanoko at yahoo.com Tue May 16 13:44:52 2006 From: phanoko at yahoo.com (Phanoko) Date: Tue, 16 May 2006 10:44:52 -0700 (PDT) Subject: [rt-users] Email Address question In-Reply-To: <20060516172159.1E1BBA3AE4@mail.brit.com> Message-ID: <20060516174452.42608.qmail@web53910.mail.yahoo.com> Check to see if the user is already in the database. If he has been a CC or Admin CC his address may already be in the DB. In Configuration > Users | Find people whose |Email | Is | xyz at mydomain.com If a user comes up click on it and change the email to null at null.com and save. Then create your user. I don't know of a way to remove that user completely another person may be able to help with that. Hope that helps. --- Kristopher Lusk wrote: > Hi List, > > > > I'm trying to add a new user via the web interface > who happens to have a > hyphen in their email address. RT does not like > this and is complaining > about an illegal value in the email address ( User > 18682: EmailAddress: > Illegal value for EmailAddress ). For instance, if > Best Practical's domain > was best-practical.com instead of bestpractical.com, > someone's email address > would be xyz at best-practical.com. How would I add > this person as a user? > Does putting double quotes around the address > actually work? > > > > Thanks, > > Kris > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from > O'Reilly 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 jesse at bestpractical.com Tue May 16 13:45:17 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 16 May 2006 13:45:17 -0400 Subject: [rt-users] Email Address question In-Reply-To: <20060516172159.1E1BBA3AE4@mail.brit.com> References: <20060516172159.1E1BBA3AE4@mail.brit.com> Message-ID: <20060516174516.GP1934@bestpractical.com> On Tue, May 16, 2006 at 12:22:01PM -0500, Kristopher Lusk wrote: > Hi List, > > > > I'm trying to add a new user via the web interface who happens to have a > hyphen in their email address. RT does not like this and is complaining > about an illegal value in the email address ( User 18682: EmailAddress: > Illegal value for EmailAddress ). For instance, if Best Practical's domain > was best-practical.com instead of bestpractical.com, someone's email address > would be xyz at best-practical.com. How would I add this person as a user? > Does putting double quotes around the address actually work? > It's not the hyphen that's getting in your way. It's a horrible error message. But it means they're already in RT as a user. Search for users by email address. Find them. Click "Allow this user to access RT" Jesse From Craig.Bloom at blackrock.com Tue May 16 14:32:57 2006 From: Craig.Bloom at blackrock.com (Bloom, Craig) Date: Tue, 16 May 2006 14:32:57 -0400 Subject: [rt-users] conditional template usage Message-ID: I am trying to create a script with a custom condition that runs upon ticket creation. Depending on the value of a user-defined field, the scrip should use one template or another. So far, in my Custom Condition I have: if ($self->TransactionObj->Type eq "Create"){ if ($self->TicketObj->FirstCustomFieldValue('Parent Company') eq 'MY_COMPANY'){ # LOAD TEMPLATE # } else { # LOAD DIFFERENT TEMPLATE # } return 1; } else{ return undef; } Does this look right? What do I need to add in place of "# LOAD TEMPLATE #" to get the scrip to load a template? Thanks, Craig THE INFORMATION CONTAINED IN THIS MESSAGE AND ANY ATTACHMENT MAY BE PRIVILEGED, CONFIDENTIAL, PROPRIETARY OR OTHERWISE PROTECTED FROM DISCLOSURE. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, copying or use of this message and any attachment is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and permanently delete it from your computer and destroy any printout thereof. -------------- next part -------------- An HTML attachment was scrubbed... URL: From vladimir.jirasek at googlemail.com Tue May 16 15:44:49 2006 From: vladimir.jirasek at googlemail.com (Vladimir Jirasek) Date: Tue, 16 May 2006 20:44:49 +0100 Subject: [rt-users] ModfiCustomFields right problem In-Reply-To: <9dc3edc00605161228j3cc0b946s3427b7eb7c29e21e@mail.gmail.com> References: <9dc3edc00605161228j3cc0b946s3427b7eb7c29e21e@mail.gmail.com> Message-ID: <9dc3edc00605161244q50c7f84cu68b0a47d1942a1ad@mail.gmail.com> Hello, I am running RT 3.4.1 on Debian Sarge (packaged installation). I want users to be able to Modify Custom field. So I add them the right to view config tab and then right to ModifyCustomField. However when users try to change the value, for example of multiselect list box, they receive and error: Permission denied. regards Vladimir Jirasek -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Tue May 16 16:04:51 2006 From: todd at chaka.net (Todd Chapman) Date: Tue, 16 May 2006 16:04:51 -0400 Subject: [rt-users] ModfiCustomFields right problem In-Reply-To: <9dc3edc00605161244q50c7f84cu68b0a47d1942a1ad@mail.gmail.com> References: <9dc3edc00605161228j3cc0b946s3427b7eb7c29e21e@mail.gmail.com> <9dc3edc00605161244q50c7f84cu68b0a47d1942a1ad@mail.gmail.com> Message-ID: <20060516200451.GO16223@chaka.net> They need AdminCustomField right. Modify is to change the actual values on a ticket. -Todd On Tue, May 16, 2006 at 08:44:49PM +0100, Vladimir Jirasek wrote: > Hello, > I am running RT 3.4.1 on Debian Sarge (packaged installation). I want users > to be able to Modify Custom field. So I add them the right to view config > tab and then right to ModifyCustomField. > However when users try to change the value, for example of multiselect list > box, they receive and error: Permission denied. > > regards > > Vladimir Jirasek > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 nazark at auska.com Tue May 16 19:09:51 2006 From: nazark at auska.com (nazar) Date: Tue, 16 May 2006 16:09:51 -0700 Subject: [rt-users] You're almost there page Message-ID: <20060516201003.1F4394D8171@diesel.bestpractical.com> Hello All, I'm getting "You're almost there" error page. I have compiled rt-3.4.5, apcahe2.0.58, and mod_perl2 (2.0.2) Here is my httpd.conf file ServerName tickets.auska.com DocumentRoot /www/apps/rt/share/html AddDefaultCharset UTF-8 # these four lines apply to Apache2+mod_perl2 only: {{{ PerlSetVar MasonArgsMethod CGI PerlModule Apache2 Apache::compat RewriteEngine On RewriteRule ^(.*)/$ $1/index.html # }}} PerlModule Apache::DBI PerlRequire /www/apps/rt/bin/webmux.pl # # SetHandler perl-script # PerlHandler RT::Mason # The only thing I can see in the error logs is No root path(s) specified at /www/apps/rt/bin/webmux.pl line 98 Thanks Nazar -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnesaw at ucrwcu.rwc.uc.edu Tue May 16 16:19:41 2006 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 16 May 2006 16:19:41 -0400 Subject: [rt-users] You're almost there page In-Reply-To: <20060516201003.1F4394D8171@diesel.bestpractical.com> References: <20060516201003.1F4394D8171@diesel.bestpractical.com> Message-ID: <446A33DD.2060408@ucrwcu.rwc.uc.edu> Make sure you set up your RT_SiteConfig.pm nazar wrote: > > Hello All, > > I'm getting "You're almost there" error page. > > I have compiled rt-3.4.5, apcahe2.0.58, and mod_perl2 (2.0.2) > > Here is my httpd.conf file > > ServerName tickets.auska.com > DocumentRoot /www/apps/rt/share/html > AddDefaultCharset UTF-8 > > # these four lines apply to Apache2+mod_perl2 only: {{{ > PerlSetVar MasonArgsMethod CGI > PerlModule Apache2 Apache::compat > RewriteEngine On > RewriteRule ^(.*)/$ $1/index.html > # }}} > > PerlModule Apache::DBI > PerlRequire /www/apps/rt/bin/webmux.pl > > # > # SetHandler perl-script > # PerlHandler RT::Mason > # > > > The only thing I can see in the error logs is > No root path(s) specified at /www/apps/rt/bin/webmux.pl line 98 > > Thanks > Nazar > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From nazark at auska.com Tue May 16 19:27:17 2006 From: nazark at auska.com (nazar) Date: Tue, 16 May 2006 16:27:17 -0700 Subject: [rt-users] You're almost there page In-Reply-To: <446A33DD.2060408@ucrwcu.rwc.uc.edu> Message-ID: <20060516202728.C9DD34D8170@diesel.bestpractical.com> I've changed these options < Set($rtname , "example.com"); --- > Set($rtname , "tickets.auska.com"); 55c55 < Set($Organization , "example.com"); --- > Set($Organization , "tickets.auska.com"); 85c85 < Set($DatabaseUser , 'rt_user'); --- > Set($DatabaseUser , 'root'); 88c88 < Set($DatabasePassword , 'password'); --- > Set($DatabasePassword , 'rootpasswd'); 149c149 < Set($RTAddressRegexp , '^rt\@example.com$'); --- > Set($RTAddressRegexp , '^rt\@auska.com$'); 306c306 < Set($WebBaseURL , "http://localhost"); --- > Set($WebBaseURL , "http://tickets.auska.com:81"); Thanks Nazar -----Original Message----- From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] Sent: Tuesday, May 16, 2006 1:20 PM To: nazar Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] You're almost there page Make sure you set up your RT_SiteConfig.pm nazar wrote: > > Hello All, > > I'm getting "You're almost there" error page. > > I have compiled rt-3.4.5, apcahe2.0.58, and mod_perl2 (2.0.2) > > Here is my httpd.conf file > > ServerName tickets.auska.com > DocumentRoot /www/apps/rt/share/html > AddDefaultCharset UTF-8 > > # these four lines apply to Apache2+mod_perl2 only: {{{ > PerlSetVar MasonArgsMethod CGI > PerlModule Apache2 Apache::compat > RewriteEngine On > RewriteRule ^(.*)/$ $1/index.html > # }}} > > PerlModule Apache::DBI > PerlRequire /www/apps/rt/bin/webmux.pl > > # > # SetHandler perl-script > # PerlHandler RT::Mason > # > > > The only thing I can see in the error logs is > No root path(s) specified at /www/apps/rt/bin/webmux.pl line 98 > > Thanks > Nazar > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From ruslan.zakirov at gmail.com Tue May 16 16:39:19 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 17 May 2006 00:39:19 +0400 Subject: [rt-users] You're almost there page In-Reply-To: <20060516201003.1F4394D8171@diesel.bestpractical.com> References: <20060516201003.1F4394D8171@diesel.bestpractical.com> Message-ID: <589c94400605161339y3c4356f3j3cc35435740ba146@mail.gmail.com> On 5/17/06, nazar wrote: > Hello All, > > I'm getting "You're almost there" error page. > > I have compiled rt-3.4.5, apcahe2.0.58, and mod_perl2 (2.0.2) > > Here is my httpd.conf file > > ServerName tickets.auska.com > DocumentRoot /www/apps/rt/share/html > AddDefaultCharset UTF-8 > > # these four lines apply to Apache2+mod_perl2 only: {{{ > PerlSetVar MasonArgsMethod CGI you can deleted this line > PerlModule Apache2 Apache::compat you must delete this line > RewriteEngine On > RewriteRule ^(.*)/$ $1/index.html > # }}} > > PerlModule Apache::DBI > PerlRequire /www/apps/rt/bin/webmux.pl > > # > # SetHandler perl-script > # PerlHandler RT::Mason > # you must uncomment these lines. > > > The only thing I can see in the error logs is > No root path(s) specified at /www/apps/rt/bin/webmux.pl line 98 > > Thanks > Nazar > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Tue May 16 16:44:39 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 17 May 2006 00:44:39 +0400 Subject: [rt-users] conditional template usage In-Reply-To: References: Message-ID: <589c94400605161344y56ffaedduaeb5fdbd084e397f@mail.gmail.com> I think easiest way is to create two scrips. As I can see you couldn't change template from condition. On 5/16/06, Bloom, Craig wrote: > > > > > I am trying to create a script with a custom condition that runs upon ticket > creation. Depending on the value of a user-defined field, the scrip should > use one template or another. > > > > So far, in my Custom Condition I have: > > > > if ($self->TransactionObj->Type eq "Create"){ > > if ($self->TicketObj->FirstCustomFieldValue('Parent > Company') eq 'MY_COMPANY'){ > > # LOAD TEMPLATE # > > } else { > > # LOAD DIFFERENT TEMPLATE # > > } > > return 1; > > } > > else{ > > return undef; > > } > > > > Does this look right? What do I need to add in place of "# LOAD TEMPLATE #" > to get the scrip to load a template? > > > > Thanks, > Craig > > > THE INFORMATION CONTAINED IN THIS MESSAGE AND ANY ATTACHMENT MAY BE > PRIVILEGED, CONFIDENTIAL, PROPRIETARY OR OTHERWISE PROTECTED FROM > DISCLOSURE. If the reader of this message is not the intended recipient, you > are hereby notified that any dissemination, distribution, copying or use of > this message and any attachment is strictly prohibited. If you have received > this message in error, please notify us immediately by replying to the > message and permanently delete it from your computer and destroy any > printout thereof. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 nazark at auska.com Tue May 16 19:48:55 2006 From: nazark at auska.com (nazar) Date: Tue, 16 May 2006 16:48:55 -0700 Subject: [rt-users] You're almost there page In-Reply-To: <589c94400605161339y3c4356f3j3cc35435740ba146@mail.gmail.com> Message-ID: <20060516204905.F18CB4D8194@diesel.bestpractical.com> I've removed recommended lines from httpd.conf by Ruslan, And now I'm getting 404 error page from apache with This in the /var/log/messages Cannot resolve file to component: /www/apps/rt/share/html/index.html (is file outside component root?) at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 853. (/www/apps/rt-3.4.5/lib/RT.pm:287) Thanks Nazar -----Original Message----- From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] Sent: Tuesday, May 16, 2006 1:39 PM To: nazar Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] You're almost there page On 5/17/06, nazar wrote: > Hello All, > > I'm getting "You're almost there" error page. > > I have compiled rt-3.4.5, apcahe2.0.58, and mod_perl2 (2.0.2) > > Here is my httpd.conf file > > ServerName tickets.auska.com > DocumentRoot /www/apps/rt/share/html > AddDefaultCharset UTF-8 > > # these four lines apply to Apache2+mod_perl2 only: {{{ > PerlSetVar MasonArgsMethod CGI you can deleted this line > PerlModule Apache2 Apache::compat you must delete this line > RewriteEngine On > RewriteRule ^(.*)/$ $1/index.html > # }}} > > PerlModule Apache::DBI > PerlRequire /www/apps/rt/bin/webmux.pl > > # > # SetHandler perl-script > # PerlHandler RT::Mason > # you must uncomment these lines. > > > The only thing I can see in the error logs is > No root path(s) specified at /www/apps/rt/bin/webmux.pl line 98 > > Thanks > Nazar > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 May 16 16:55:12 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 17 May 2006 00:55:12 +0400 Subject: [rt-users] You're almost there page In-Reply-To: <20060516204905.F18CB4D8194@diesel.bestpractical.com> References: <589c94400605161339y3c4356f3j3cc35435740ba146@mail.gmail.com> <20060516204905.F18CB4D8194@diesel.bestpractical.com> Message-ID: <589c94400605161355n7975f318q8734017845f3810f@mail.gmail.com> On 5/17/06, nazar wrote: > I've removed recommended lines from httpd.conf by Ruslan, > And now I'm getting 404 error page from apache with > This in the /var/log/messages > Cannot resolve file to component: /www/apps/rt/share/html/index.html > (is file outside component root?) at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 853. > (/www/apps/rt-3.4.5/lib/RT.pm:287) I see difference, libs are in /www/apps/rt-3.4.5/lib/, you use document root /www/apps/rt/share/html, should't it be /www/apps/rt-3.4.5/share/html? > > Thanks > Nazar > > -----Original Message----- > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > Sent: Tuesday, May 16, 2006 1:39 PM > To: nazar > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] You're almost there page > > On 5/17/06, nazar wrote: > > Hello All, > > > > I'm getting "You're almost there" error page. > > > > I have compiled rt-3.4.5, apcahe2.0.58, and mod_perl2 (2.0.2) > > > > Here is my httpd.conf file > > > > ServerName tickets.auska.com > > DocumentRoot /www/apps/rt/share/html > > AddDefaultCharset UTF-8 > > > > # these four lines apply to Apache2+mod_perl2 only: {{{ > > > PerlSetVar MasonArgsMethod CGI > you can deleted this line > > > PerlModule Apache2 Apache::compat > you must delete this line > > > RewriteEngine On > > RewriteRule ^(.*)/$ $1/index.html > > # }}} > > > > PerlModule Apache::DBI > > PerlRequire /www/apps/rt/bin/webmux.pl > > > > # > > # SetHandler perl-script > > # PerlHandler RT::Mason > > # > you must uncomment these lines. > > > > > > > The only thing I can see in the error logs is > > No root path(s) specified at /www/apps/rt/bin/webmux.pl line 98 > > > > Thanks > > Nazar > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 > -- Best regards, Ruslan. From nazark at auska.com Tue May 16 20:07:51 2006 From: nazark at auska.com (nazar) Date: Tue, 16 May 2006 17:07:51 -0700 Subject: [rt-users] You're almost there page In-Reply-To: <589c94400605161355n7975f318q8734017845f3810f@mail.gmail.com> Message-ID: <20060516210806.27E164D816A@diesel.bestpractical.com> Good catch, but that's a link between rt-3.4.5 and rt. I've updated the path to rt-3.4.5 without a link, and now I'm getting only this in the error_log or messages No root path(s) specified at /www/apps/rt-3.4.5/bin/webmux.pl line 98 Thanks Nazar -----Original Message----- From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] Sent: Tuesday, May 16, 2006 1:55 PM To: nazar Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] You're almost there page On 5/17/06, nazar wrote: > I've removed recommended lines from httpd.conf by Ruslan, > And now I'm getting 404 error page from apache with > This in the /var/log/messages > Cannot resolve file to component: /www/apps/rt/share/html/index.html > (is file outside component root?) at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 853. > (/www/apps/rt-3.4.5/lib/RT.pm:287) I see difference, libs are in /www/apps/rt-3.4.5/lib/, you use document root /www/apps/rt/share/html, should't it be /www/apps/rt-3.4.5/share/html? > > Thanks > Nazar > > -----Original Message----- > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > Sent: Tuesday, May 16, 2006 1:39 PM > To: nazar > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] You're almost there page > > On 5/17/06, nazar wrote: > > Hello All, > > > > I'm getting "You're almost there" error page. > > > > I have compiled rt-3.4.5, apcahe2.0.58, and mod_perl2 (2.0.2) > > > > Here is my httpd.conf file > > > > ServerName tickets.auska.com > > DocumentRoot /www/apps/rt/share/html > > AddDefaultCharset UTF-8 > > > > # these four lines apply to Apache2+mod_perl2 only: {{{ > > > PerlSetVar MasonArgsMethod CGI > you can deleted this line > > > PerlModule Apache2 Apache::compat > you must delete this line > > > RewriteEngine On > > RewriteRule ^(.*)/$ $1/index.html > > # }}} > > > > PerlModule Apache::DBI > > PerlRequire /www/apps/rt/bin/webmux.pl > > > > # > > # SetHandler perl-script > > # PerlHandler RT::Mason > > # > you must uncomment these lines. > > > > > > > The only thing I can see in the error logs is > > No root path(s) specified at /www/apps/rt/bin/webmux.pl line 98 > > > > Thanks > > Nazar > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 > -- Best regards, Ruslan. From nazark at auska.com Tue May 16 20:11:03 2006 From: nazark at auska.com (nazar) Date: Tue, 16 May 2006 17:11:03 -0700 Subject: [rt-users] You're almost there page In-Reply-To: <20060516210806.27E164D816A@diesel.bestpractical.com> Message-ID: <20060516211123.21EA34D8187@diesel.bestpractical.com> Oy, my God. It worked. It was the link issue. Thank you all very much. Spaciba Ruslan. Thanks Nazar -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of nazar Sent: Tuesday, May 16, 2006 5:08 PM To: rt-users at lists.bestpractical.com Subject: RE: [rt-users] You're almost there page Good catch, but that's a link between rt-3.4.5 and rt. I've updated the path to rt-3.4.5 without a link, and now I'm getting only this in the error_log or messages No root path(s) specified at /www/apps/rt-3.4.5/bin/webmux.pl line 98 Thanks Nazar -----Original Message----- From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] Sent: Tuesday, May 16, 2006 1:55 PM To: nazar Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] You're almost there page On 5/17/06, nazar wrote: > I've removed recommended lines from httpd.conf by Ruslan, > And now I'm getting 404 error page from apache with > This in the /var/log/messages > Cannot resolve file to component: /www/apps/rt/share/html/index.html > (is file outside component root?) at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 853. > (/www/apps/rt-3.4.5/lib/RT.pm:287) I see difference, libs are in /www/apps/rt-3.4.5/lib/, you use document root /www/apps/rt/share/html, should't it be /www/apps/rt-3.4.5/share/html? > > Thanks > Nazar > > -----Original Message----- > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > Sent: Tuesday, May 16, 2006 1:39 PM > To: nazar > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] You're almost there page > > On 5/17/06, nazar wrote: > > Hello All, > > > > I'm getting "You're almost there" error page. > > > > I have compiled rt-3.4.5, apcahe2.0.58, and mod_perl2 (2.0.2) > > > > Here is my httpd.conf file > > > > ServerName tickets.auska.com > > DocumentRoot /www/apps/rt/share/html > > AddDefaultCharset UTF-8 > > > > # these four lines apply to Apache2+mod_perl2 only: {{{ > > > PerlSetVar MasonArgsMethod CGI > you can deleted this line > > > PerlModule Apache2 Apache::compat > you must delete this line > > > RewriteEngine On > > RewriteRule ^(.*)/$ $1/index.html > > # }}} > > > > PerlModule Apache::DBI > > PerlRequire /www/apps/rt/bin/webmux.pl > > > > # > > # SetHandler perl-script > > # PerlHandler RT::Mason > > # > you must uncomment these lines. > > > > > > > The only thing I can see in the error logs is > > No root path(s) specified at /www/apps/rt/bin/webmux.pl line 98 > > > > Thanks > > Nazar > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 > -- 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 Craig.Bloom at blackrock.com Tue May 16 17:17:42 2006 From: Craig.Bloom at blackrock.com (Bloom, Craig) Date: Tue, 16 May 2006 17:17:42 -0400 Subject: [rt-users] conditional template usage Message-ID: That is really my question - how can you change/load a template from inside a custom condition? If I have two separate scripts with two separate custom conditions, I will still need to know how to load a the appropriate template. Any more thoughts? Thanks, Craig -----Original Message----- From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] Sent: Tuesday, May 16, 2006 4:45 PM To: Bloom, Craig Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] conditional template usage I think easiest way is to create two scrips. As I can see you couldn't change template from condition. On 5/16/06, Bloom, Craig wrote: > > > > > I am trying to create a script with a custom condition that runs upon ticket > creation. Depending on the value of a user-defined field, the scrip should > use one template or another. > > > > So far, in my Custom Condition I have: > > > > if ($self->TransactionObj->Type eq "Create"){ > > if ($self->TicketObj->FirstCustomFieldValue('Parent > Company') eq 'MY_COMPANY'){ > > # LOAD TEMPLATE # > > } else { > > # LOAD DIFFERENT TEMPLATE # > > } > > return 1; > > } > > else{ > > return undef; > > } > > > > Does this look right? What do I need to add in place of "# LOAD TEMPLATE #" > to get the scrip to load a template? > > > > Thanks, > Craig > > > THE INFORMATION CONTAINED IN THIS MESSAGE AND ANY ATTACHMENT MAY BE > PRIVILEGED, CONFIDENTIAL, PROPRIETARY OR OTHERWISE PROTECTED FROM > DISCLOSURE. If the reader of this message is not the intended recipient, you > are hereby notified that any dissemination, distribution, copying or use of > this message and any attachment is strictly prohibited. If you have received > this message in error, please notify us immediately by replying to the > message and permanently delete it from your computer and destroy any > printout thereof. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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. THE INFORMATION CONTAINED IN THIS MESSAGE AND ANY ATTACHMENT MAY BE PRIVILEGED, CONFIDENTIAL, PROPRIETARY OR OTHERWISE PROTECTED FROM DISCLOSURE. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, copying or use of this message and any attachment is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and permanently delete it from your computer and destroy any printout thereof. From ruslan.zakirov at gmail.com Tue May 16 17:38:41 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 17 May 2006 01:38:41 +0400 Subject: [rt-users] QueryBuilder::Tree error In-Reply-To: <20060516152633.52140.qmail@web60314.mail.yahoo.com> References: <200605160944.08720.cto@sca.org> <20060516152633.52140.qmail@web60314.mail.yahoo.com> Message-ID: <589c94400605161438p44e16b34u42e519f6f7a6021d@mail.gmail.com> If the error you see is about weaken that is not available in Scalar::Util then you want do next things: 1) reinstall Scalar::Util module from sources 2) check that perl and libperl are compiled with the same params Also, do you use mod_perl? On 5/16/06, Pedro Ferreira wrote: > Thanks for your help! > I tryed to update Tree::Simple and I was getting an > error so I re-installed perl CPAN, Scalar::Util and > Tree::Simple, this worked without any errors. > So you say that now if I re-install everything it > should work... ok, going to try it, after I'll let you > know if it worked... > > Pedro Ferreira > Grenoble - France > > "Everything should be made as simple as possible, but not simpler." - Einstein > > And remember - there are 10 types of people, those who understand binary and those who don't! > > __________________________________________________ > 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 Tue May 16 17:42:38 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 17 May 2006 01:42:38 +0400 Subject: [rt-users] conditional template usage In-Reply-To: References: Message-ID: <589c94400605161442s476d2ec0t86642c2dadc26ccb@mail.gmail.com> On 5/17/06, Bloom, Craig wrote: > That is really my question - how can you change/load a template from > inside a custom condition? I think no way without patching. > > If I have two separate scripts with two separate custom conditions, I > will still need to know how to load a the appropriate template. no, as you can create next scrips: * "when we want use template1 do an action with template1" * "when we want use template2 do the same action with template2" > > Any more thoughts? > > Thanks, > Craig > > > -----Original Message----- > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > Sent: Tuesday, May 16, 2006 4:45 PM > To: Bloom, Craig > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] conditional template usage > > I think easiest way is to create two scrips. As I can see you couldn't > change template from condition. > > On 5/16/06, Bloom, Craig wrote: > > > > > > > > > > I am trying to create a script with a custom condition that runs upon > ticket > > creation. Depending on the value of a user-defined field, the scrip > should > > use one template or another. > > > > > > > > So far, in my Custom Condition I have: > > > > > > > > if ($self->TransactionObj->Type eq "Create"){ > > > > if ($self->TicketObj->FirstCustomFieldValue('Parent > > Company') eq 'MY_COMPANY'){ > > > > # LOAD TEMPLATE # > > > > } else { > > > > # LOAD DIFFERENT TEMPLATE # > > > > } > > > > return 1; > > > > } > > > > else{ > > > > return undef; > > > > } > > > > > > > > Does this look right? What do I need to add in place of "# LOAD > TEMPLATE #" > > to get the scrip to load a template? > > > > > > > > Thanks, > > Craig > > > > > > THE INFORMATION CONTAINED IN THIS MESSAGE AND ANY ATTACHMENT MAY BE > > PRIVILEGED, CONFIDENTIAL, PROPRIETARY OR OTHERWISE PROTECTED FROM > > DISCLOSURE. If the reader of this message is not the intended > recipient, you > > are hereby notified that any dissemination, distribution, copying or > use of > > this message and any attachment is strictly prohibited. If you have > received > > this message in error, please notify us immediately by replying to the > > message and permanently delete it from your computer and destroy any > > printout thereof. > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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. > > THE INFORMATION CONTAINED IN THIS MESSAGE AND ANY ATTACHMENT MAY BE PRIVILEGED, CONFIDENTIAL, PROPRIETARY OR OTHERWISE PROTECTED FROM DISCLOSURE. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, copying or use of this message and any attachment is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and permanently delete it from your computer and destroy any printout thereof. > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Tue May 16 17:59:18 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 17 May 2006 01:59:18 +0400 Subject: [rt-users] Best practices In-Reply-To: <4469F114.5070002@interactive-objects.com> References: <4469F114.5070002@interactive-objects.com> Message-ID: <589c94400605161459q4040aeaauba87af8a7013b024@mail.gmail.com> http://wiki.bestpractical.com/index.cgi?InstallationGuides http://wiki.bestpractical.com/index.cgi?ItsFinallyInstalledNowWhat http://wiki.bestpractical.com/index.cgi?Rights On 5/16/06, Stefan Franck wrote: > Hi, > > I'm completely new to RT and wonder if there are any best practices or > examples on how to set up and configure RT. > I searched in the wiki, but didn't find anything. > > Thanks a lot, > Stefan > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 duncan at mcs.vuw.ac.nz Tue May 16 18:24:25 2006 From: duncan at mcs.vuw.ac.nz (Duncan McEwan) Date: Wed, 17 May 2006 10:24:25 +1200 Subject: [rt-users] conditional template usage In-Reply-To: Your message of "Wed, 17 May 2006 00:44:39 +0400." <589c94400605161344y56ffaedduaeb5fdbd084e397f@mail.gmail.com> Message-ID: <200605162224.k4GMOPt6013531@shed11.mcs.vuw.ac.nz> > I think easiest way is to create two scrips. As I can see you couldn't > change template from condition. Maybe an alternative might be to use the same template but put the conditional test there instead? Duncan From ruslan.zakirov at gmail.com Tue May 16 18:48:50 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 17 May 2006 02:48:50 +0400 Subject: [rt-users] conditional template usage In-Reply-To: <200605162224.k4GMOPt6013531@shed11.mcs.vuw.ac.nz> References: <589c94400605161344y56ffaedduaeb5fdbd084e397f@mail.gmail.com> <200605162224.k4GMOPt6013531@shed11.mcs.vuw.ac.nz> Message-ID: <589c94400605161548k71e5c3f1pef372e6a5e39c50b@mail.gmail.com> On 5/17/06, Duncan McEwan wrote: > > I think easiest way is to create two scrips. As I can see you couldn't > > change template from condition. > > Maybe an alternative might be to use the same template but put the conditional > test there instead? Yep, it's also possible. > > 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 pkime at Shopzilla.com Tue May 16 21:38:14 2006 From: pkime at Shopzilla.com (Philip Kime) Date: Tue, 16 May 2006 18:38:14 -0700 Subject: [rt-users] Weird things with RTx::Shredder Message-ID: <58B1112F0EEB7349AE14A0AA46F9CEC00137AB6A@szexchange.Shopzilla.inc> I seem to be getting odd results searching in the GUI for RTx::Shredder (same results from command line). For example, if I search for email *@domain.com , I only get 6 users returned wheras I have about 100 users with a domain.com email address. If I search for a specific email address, usually, I get nothing returned at all. Nothing in any error logs either. And with the Asset Tracker extension (AT), I get a reasonable list of results but with what look like object class names: RTx::AssetTracker::Asset-620 RTx::AssetTracker::Asset-621 RTx::AssetTracker::Asset-622 RTx::AssetTracker::Asset-623 RTx::AssetTracker::Asset-624 if I try to wipe any of these out, I get a Perl error Couldn't wipeout object: Undefined Objects argument Trace begun at /usr/local/rt/local/lib/RTx/Shredder.pm line 212 This only happens with Assets. It's a fairly clean install of RT 3.4.5, AT 1.2.3 and the latest RTx::Shredder from CPAN. I've uninstalled and re-installed AT and RTx::Shredder to no avail. Any similar experiences? PK -- Philip Kime NOPS Systems Architect 310 401 0407 -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Tue May 16 22:00:41 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 17 May 2006 06:00:41 +0400 Subject: [rt-users] Weird things with RTx::Shredder In-Reply-To: <58B1112F0EEB7349AE14A0AA46F9CEC00137AB6A@szexchange.Shopzilla.inc> References: <58B1112F0EEB7349AE14A0AA46F9CEC00137AB6A@szexchange.Shopzilla.inc> Message-ID: <589c94400605161900r77031595p3f2710f1ffe50e7a@mail.gmail.com> On 5/17/06, Philip Kime wrote: > > > I seem to be getting odd results searching in the GUI for RTx::Shredder > (same results from command line). For example, if I search for email > *@domain.com, I only get 6 users returned wheras I have about 100 users with > a domain.com email address. If I search for a specific email address, > usually, I get nothing returned at all. Nothing in any error logs either. Could you turn on SQL statements log? and send me queries? Also what DB are you using? Is it development version of the shredder or stable one? > > And with the Asset Tracker extension (AT), I get a reasonable list of > results but with what look like object class names: > > RTx::AssetTracker::Asset-620 > RTx::AssetTracker::Asset-621 > RTx::AssetTracker::Asset-622 > RTx::AssetTracker::Asset-623 > RTx::AssetTracker::Asset-624 > > if I try to wipe any of these out, I get a Perl error > > Couldn't wipeout object: Undefined Objects argument > Trace begun at /usr/local/rt/local/lib/RTx/Shredder.pm line > 212 > > This only happens with Assets. It's a fairly clean install of RT 3.4.5, AT > 1.2.3 and the latest RTx::Shredder from CPAN. I've uninstalled and > re-installed AT and RTx::Shredder to no avail. Any similar experiences? > > PK > > -- > Philip Kime > NOPS Systems Architect > 310 401 0407 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Tue May 16 23:08:15 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 17 May 2006 07:08:15 +0400 Subject: [rt-users] Weird things with RTx::Shredder In-Reply-To: <58B1112F0EEB7349AE14A0AA46F9CEC00137AB6C@szexchange.Shopzilla.inc> References: <58B1112F0EEB7349AE14A0AA46F9CEC00137AB6C@szexchange.Shopzilla.inc> Message-ID: <589c94400605162008x6792bdf5k8e67a6518e29dfe0@mail.gmail.com> On 5/17/06, Philip Kime wrote: > I'm using shredder version 0.03_03 and Mysql 5.0.18. > > Do mean turn on RT logging or MySQL SQL logging? You want raw SQL > statements and not the TicketSQL query? Raw SQL. RT can report it (see config) and you can do it from mysql config too. IIRC Stephen reported something similar on Oracle, but I couldn't reproduce this. > > I fixed the AT shredding problem - > RTx::Shredder::Dependencies::_PushDependencies was expecting a named arg > of "TargetObjects" but the AT plugin was passing "TargetObjs" - did this > name change in any version of Shredder? If so, we should tell Todd > Chapman as he needs to update the Asset Shredding code on the AT Wiki. Yep, there were major overview of the API. And this was changed. > > PK > > > -----Original Message----- > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > Sent: 16 May 2006 19:01 > To: Philip Kime > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Weird things with RTx::Shredder > > On 5/17/06, Philip Kime wrote: > > > > > > I seem to be getting odd results searching in the GUI for > > RTx::Shredder (same results from command line). For example, if I > > search for email *@domain.com, I only get 6 users returned wheras I > > have about 100 users with a domain.com email address. If I search for > > a specific email address, usually, I get nothing returned at all. > Nothing in any error logs either. > Could you turn on SQL statements log? and send me queries? > > Also what DB are you using? Is it development version of the shredder or > stable one? > > > > > And with the Asset Tracker extension (AT), I get a reasonable list of > > results but with what look like object class names: > > > > RTx::AssetTracker::Asset-620 > > RTx::AssetTracker::Asset-621 > > RTx::AssetTracker::Asset-622 > > RTx::AssetTracker::Asset-623 > > RTx::AssetTracker::Asset-624 > > > > if I try to wipe any of these out, I get a Perl error > > > > Couldn't wipeout object: Undefined Objects argument Trace begun at > > /usr/local/rt/local/lib/RTx/Shredder.pm line > > 212 > > > > This only happens with Assets. It's a fairly clean install of RT > > 3.4.5, AT > > 1.2.3 and the latest RTx::Shredder from CPAN. I've uninstalled and > > re-installed AT and RTx::Shredder to no avail. Any similar > experiences? > > > > PK > > > > -- > > Philip Kime > > NOPS Systems Architect > > 310 401 0407 > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com Commercial support: > > sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > We're hiring! Come hack Perl for Best Practical: > > http://bestpractical.com/about/jobs.html > > > > > > > -- > Best regards, Ruslan. > -- Best regards, Ruslan. From taan at cryologic.com Tue May 16 23:09:51 2006 From: taan at cryologic.com (taan) Date: Wed, 17 May 2006 13:09:51 +1000 Subject: [rt-users] Possible "My Tickets" bug Message-ID: <446A93FF.8050209@cryologic.com> Not a bug. The "My Tickets" search was not the default that shipped with RT. And to fix the search on AdminCC I needed to include: AdminCC.ID = '__CurrentUser__' in the search. >The default saved search for "My Tickets" is defined as: > >Owner = '__CurrentUser__' OR AdminCc.Name LIKE '__CurrentUser__' > >however '__CurrentUser__' is converted to the UserID number which is >resolved for Owner but not for AdminCC.Name (even if "LIKE" is changed >to "="). From msnyder at servervault.com Tue May 16 23:15:15 2006 From: msnyder at servervault.com (Mathew Snyder) Date: Tue, 16 May 2006 23:15:15 -0400 Subject: [rt-users] MySQL Import Question Message-ID: <446A9543.8040801@servervault.com> We have two RT systems running. One is OLD old. Version 2.something I think as I've not actually seen it. It seems more like a local legend than anything but apparently it actually exists here. The other is v3.0.9. I've put in place v3.6.0pre1 and have successfully run tests to port the data over from our current Postgres database to the new MySQL database. What I would like to do though is merge the old database into the new one so that all the OLD old data is kept with the NEW old data. If I import the OLD old data can I import the NEW old data next to it or will it overwrite the OLD old data? If I can do this, how do I go about it? -- Mathew Snyder Systems Administrator Network+ ServerVault TechOps From hansson.patrik at gmail.com Wed May 17 01:10:14 2006 From: hansson.patrik at gmail.com (Patrik Hansson) Date: Wed, 17 May 2006 07:10:14 +0200 Subject: [rt-users] Http path on taken ticket In-Reply-To: <20060516184015.GR1934@bestpractical.com> References: <8ad9209c0605150202t6caf81bcp76c38971f14431a4@mail.gmail.com> <8ad9209c0605150337s4c12d2e2x2705d437ef1d4fb0@mail.gmail.com> <20060515140800.GK1934@bestpractical.com> <8ad9209c0605152233i20c1463fl4054fd17fb6e654d@mail.gmail.com> <20060516184015.GR1934@bestpractical.com> Message-ID: <8ad9209c0605162210k4328d700t84a847c2dd49970e@mail.gmail.com> I have rebooted the whole computer. Wy would one link (the one on the ID-Number) work but not another one (the one on the Ticket-Subject) of it was a configuration error ? Don?t they use the same configuration variabels ? On 5/16/06, Jesse Vincent wrote: > > > > On Tue, May 16, 2006 at 07:33:16AM +0200, Patrik Hansson wrote: > > RT_SiteConfig: > > > > Set($WebBaseURL , "http://fqdn:$WebPort"); > > Set($WebPath , "/rt"); > > Set($WebURL , $WebBaseURL . $WebPath . "/"); > > > Just to check, you've stopped and started apache after making this > change (/rt) and not just restarted, right? > > > > httpd.conf: > > > > > > Servername fqdn > > Alias /rt "/opt/rt3/share/html" > > AddDefaultCharset UTF-8 > > > > PerlModule Apache:DBI > > PerlRequire /opt/rt3/bin/webmux.pl > > > > > > SetHandler perl-script > > PerlHandler RT::Mason > > > > > > > > > > > > > > On 5/15/06, Jesse Vincent wrote: > > > > > >What do your SiteConfig's Web* variables look like? > > > > > >On Mon, May 15, 2006 at 12:37:57PM +0200, Patrik Hansson wrote: > > >> Hi there. > > >> > > >> I?m running 3.6.0rc1 and have added /rt to my http://fqdn address and > > >> it works very well exept when I take a ticket and then click on the > > >> tickets subject to enter the ticket from "RT at a Glance". > > >> > > >> It then points me to http://fqdd/Ticket/Display.html?id=86 > > >> > > >> If i click the ticket id the path is > > >> > > >> http://fqdn/rt/Ticket/Display.html?id=86 and everything works. > > >> > > >> Of i "Untake" the Ticket both ID and Subject works again. > > >> > > >> Is there something wrong in how the page is built ? > > >> _______________________________________________ > > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > >> > > >> Community help: http://wiki.bestpractical.com > > >> Commercial support: sales at bestpractical.com > > >> > > >> > > >> Discover RT's hidden secrets with RT Essentials from O'Reilly 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 rt-users at mjch.net Tue May 16 23:24:11 2006 From: rt-users at mjch.net (Malcolm Herbert) Date: Wed, 17 May 2006 13:24:11 +1000 Subject: [rt-users] computer committee items Message-ID: <20060517032411.GC204@sci.monash.edu.au> Lab Workstations: * quotes for workstation replacements - 4 medium-range PC boxen with Windows - 2 grunty PC boxen with Windows/Linux (?) - 1 OSX Mac File Server: * Confirm general School requirements - space per staffer/student - total space - backup/DR requirements * lease expiry - when is final date for leases on this equipment? * backup issues - tape library service/replacement costs - other backup methods License Server: * spec for new license server * license server interest group list Draga Printer: * refresh quote from Connecting Point - confirm that model of printer requires PC RIP Adobe Applications: * confirm number of licences held - from School info (are there any other paper copies?) - from Edsoft (what do they think we have already?) * confirm licensing details with Edsoft about - cost per seat - server licenses - what 'maintenance' actually means - how many times 'upgrade' licenses may be upgraded - can single seat CS license be split into seperate installs of each app? -- Malcolm Herbert Computer Support Officer School of Geosciences Monash University ph 9905 4881 From rt-users at mjch.net Wed May 17 02:26:40 2006 From: rt-users at mjch.net (Malcolm Herbert) Date: Wed, 17 May 2006 16:26:40 +1000 Subject: [rt-users] computer committee items In-Reply-To: <20060517032411.GC204@sci.monash.edu.au> References: <20060517032411.GC204@sci.monash.edu.au> Message-ID: <20060517062640.GR1656@mjch.net> um ... OK ... not sure how that happened ... -- Malcolm Herbert This brain intentionally mjch at mjch.net left blank From lvanderf at internode.com.au Wed May 17 02:32:09 2006 From: lvanderf at internode.com.au (Luke Vanderfluit) Date: Wed, 17 May 2006 16:02:09 +0930 Subject: [rt-users] change behaviour of RT when it receives specific emails Message-ID: <446AC369.6040002@internode.com.au> Hi. RT's default behaviour is that when it receives an email with [{$rtname} #{$Ticket->id}] in the subject line, that the content of the email is appended to the ticket with $Ticket->id as its ID. I want to exempt this behaviour. When an email has the 'To' address as 'feedback at foo.com' AND the Subject line contains [{$rtname} #{$Ticket->id}] AND the $Ticket->Queue != 'Feedback', then I want the email to go to (create a new ticket in) the Feedback queue (in default behaviour it would append to the already existing resolved ticket). The problem is: where do I pick up the incoming email, check its 'To' field for 'feedback' check the subject line for $Ticket->id, grab the Queue for that ticket ($Ticket->Queue) and make some decisions as to where to send the email. For example, I could change the subject line (so default behaviour doesn't work). Since I am invoking rt-mailgate from procmail, which currently catches on 'TO feedback', I could intervene at that level, and write a script that then calls rt-mailgate after checking for the other conditions. There may be a simpler way to do this, Any suggestions welcome. Kind regards. -- Luke Vanderfluit. Analyst/Programmer. Internode Systems Pty. Ltd. From pedro_nf at yahoo.com Wed May 17 03:20:46 2006 From: pedro_nf at yahoo.com (Pedro Ferreira) Date: Wed, 17 May 2006 00:20:46 -0700 (PDT) Subject: [rt-users] QueryBuilder::Tree error In-Reply-To: <200605161224.20469.scott@4th.com> Message-ID: <20060517072046.1238.qmail@web60323.mail.yahoo.com> I found this script to delete perl modules, don't remmember where, sorry for the credits of the programmer... [root at guincho perl-utils]# more perl-remove-module.pm -begin of file------------------------------------ #!/usr/bin/perl -w use ExtUtils::Packlist; use ExtUtils::Installed; $ARGV[0] or die "Usage: $0 Module::Name\n"; my $mod = $ARGV[0]; my $inst = ExtUtils::Installed->new(); foreach my $item (sort($inst->files($mod))) { print "removing $item\n"; unlink $item; } my $packfile = $inst->packlist($mod)->packlist_file(); print "removing $packfile\n"; unlink $packfile; -end of file------------------------------------- --- Scott Courtney wrote: > On Tuesday 16 May 2006 11:26, Pedro Ferreira wrote: > > Thanks for your help! > > I tryed to update Tree::Simple and I was getting > an > > error so I re-installed perl CPAN, Scalar::Util > and > > Tree::Simple, this worked without any errors. > > Tree::Simple seems to be the key to the problem, but > I found that I had to > physically delete it from the /usr/lib/perl.... > directory tree and then use > CPAN to reinstalling it. I think once you have a > version of that module which > doesn't require weak references, RT will install and > run cleanly. > > > So you say that now if I re-install everything it > > should work... ok, going to try it, after I'll let > you > > know if it worked... > > Good luck! > > -- > ------------------------------------------------------------------------------ > Scott Courtney | "I don't mind Microsoft > making money. I mind them > scott at 4th.com | having a bad operating > system." -- Linus Torvalds > http://4th.com/ | ("The Rebel Code," NY > Times, 21 February 1999) > | PGP Public Key at > http://4th.com/keys/scott.pubkey > Pedro Ferreira Grenoble - France "Everything should be made as simple as possible, but not simpler." - Einstein And remember - there are 10 types of people, those who understand binary and those who don't! __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From pedro_nf at yahoo.com Wed May 17 03:23:26 2006 From: pedro_nf at yahoo.com (Pedro Ferreira) Date: Wed, 17 May 2006 00:23:26 -0700 (PDT) Subject: [rt-users] QueryBuilder::Tree error In-Reply-To: <589c94400605161438p44e16b34u42e519f6f7a6021d@mail.gmail.com> Message-ID: <20060517072326.50157.qmail@web60320.mail.yahoo.com> yes, I use mod_perl I installed perl and libperl from rpm's so I hope they are compiled with same params... ;-) --- Ruslan Zakirov wrote: > If the error you see is about weaken that is not > available in > Scalar::Util then you want do next things: > 1) reinstall Scalar::Util module from sources > 2) check that perl and libperl are compiled with the > same params > > Also, do you use mod_perl? > > > On 5/16/06, Pedro Ferreira > wrote: > > Thanks for your help! > > I tryed to update Tree::Simple and I was getting > an > > error so I re-installed perl CPAN, Scalar::Util > and > > Tree::Simple, this worked without any errors. > > So you say that now if I re-install everything it > > should work... ok, going to try it, after I'll let > you > > know if it worked... > > > > Pedro Ferreira > > Grenoble - France > > > > "Everything should be made as simple as possible, > but not simpler." - Einstein > > > > And remember - there are 10 types of people, those > who understand binary and those who don't! > > > > __________________________________________________ > > 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. > Pedro Ferreira Grenoble - France "Everything should be made as simple as possible, but not simpler." - Einstein And remember - there are 10 types of people, those who understand binary and those who don't! __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From prasaddeshpande at bajajfinance.in Wed May 17 03:28:47 2006 From: prasaddeshpande at bajajfinance.in (Prasad Deshpande) Date: Wed, 17 May 2006 12:58:47 +0530 Subject: [rt-users] How to update custom fields when ticket is generated through email interface Message-ID: <93D7B805E82667439CD104728E47C589351B2D@BALAKMB01.bajajauto.co.in> Hi, I am using RT 3.2.3 on Red Hat 9. I have created the custom fields in a queue which I am able to update through web interface. But when I am receiving the requests through Email, I am not able to update the custom fields. Please let me know how to update these custom fields once the tickets are generated through email interface. Thanks in advance. Regards, Prasad Deshpande Sr. Office - IT Bajaj Finance Pune - India DISCLAIMER: This message,including any attachments contains confidential and privileged information for the sole use of the intended recipient(s), and is protected by law. If you are not the intended recipient, please destroy all copies of the original message. Any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful. Bajaj Auto reserves the right to record, monitor, and inspect all email communications through its internal and external networks. Your messages shall be subject to such lawful supervision as Bajaj Auto deems necessary in order to protect its information, interests and reputation. Bajaj Auto prohibits and takes steps to prevent its information systems from being used to view, store or forward offensive or discriminatory material. If this message contains such material, please report it to abuse at bajajauto.co.in. -------------- next part -------------- An HTML attachment was scrubbed... URL: From pedro_nf at yahoo.com Wed May 17 03:53:45 2006 From: pedro_nf at yahoo.com (Pedro Ferreira) Date: Wed, 17 May 2006 00:53:45 -0700 (PDT) Subject: [rt-users] QueryBuilder::Tree error In-Reply-To: <200605161224.20469.scott@4th.com> Message-ID: <20060517075345.64157.qmail@web60311.mail.yahoo.com> no way, it doesn't work!!!!! I removed Tree::Simple and Scalar::Util I re-installed it using perl CPAN I always get the error: Can't locate object method "new" via package "RT::Interface::Web::QueryBuilder::Tree" at /opt/rt3/share/html/Search/Build.html line 288. and Undefined subroutine &Scalar::Util::weaken called at /opt/rt3/lib/RT/Action/Generic.pm line 108. The first error is in Tickets and the second one is in Tools... --- Scott Courtney wrote: > On Tuesday 16 May 2006 11:26, Pedro Ferreira wrote: > > Thanks for your help! > > I tryed to update Tree::Simple and I was getting > an > > error so I re-installed perl CPAN, Scalar::Util > and > > Tree::Simple, this worked without any errors. > > Tree::Simple seems to be the key to the problem, but > I found that I had to > physically delete it from the /usr/lib/perl.... > directory tree and then use > CPAN to reinstalling it. I think once you have a > version of that module which > doesn't require weak references, RT will install and > run cleanly. > > > So you say that now if I re-install everything it > > should work... ok, going to try it, after I'll let > you > > know if it worked... > > Good luck! > > -- > ------------------------------------------------------------------------------ > Scott Courtney | "I don't mind Microsoft > making money. I mind them > scott at 4th.com | having a bad operating > system." -- Linus Torvalds > http://4th.com/ | ("The Rebel Code," NY > Times, 21 February 1999) > | PGP Public Key at > http://4th.com/keys/scott.pubkey > Pedro Ferreira Grenoble - France "Everything should be made as simple as possible, but not simpler." - Einstein And remember - there are 10 types of people, those who understand binary and those who don't! __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From amit.poddar at yale.edu Wed May 17 08:09:43 2006 From: amit.poddar at yale.edu (amit.poddar at yale.edu) Date: Wed, 17 May 2006 08:09:43 -0400 Subject: [rt-users] change behaviour of RT when it receives specific emails In-Reply-To: <446AC369.6040002@internode.com.au> References: <446AC369.6040002@internode.com.au> Message-ID: <20060517080943.ffx6v4c2oggc0ck0@www.mail.yale.edu> Hi, All the checking and parsing of the email is done in Subroutine Gateway in $RT_HOME/lib/RT/Interface/Email.pm using the helper module $RT_HOME/lib/RT/EmailParser.pm Look at these two specially the Gateway routine in Email.pm amit Quoting Luke Vanderfluit : > Hi. > > RT's default behaviour is that when it receives an email with > [{$rtname} #{$Ticket->id}] in the subject line, that the content of > the email is appended to the ticket with $Ticket->id as its ID. > > I want to exempt this behaviour. > When an email has the 'To' address as 'feedback at foo.com' AND the > Subject line contains [{$rtname} #{$Ticket->id}] AND the > $Ticket->Queue != 'Feedback', then I want the email to go to (create > a new ticket in) the Feedback queue (in default behaviour it would > append to the already existing resolved ticket). > > The problem is: where do I pick up the incoming email, check its 'To' > field for 'feedback' check the subject line for $Ticket->id, grab the > Queue for that ticket ($Ticket->Queue) and make some decisions as to > where to send the email. For example, I could change the subject line > (so default behaviour doesn't work). > Since I am invoking rt-mailgate from procmail, which currently > catches on 'TO feedback', I could intervene at that level, and write > a script that then calls rt-mailgate after checking for the other > conditions. > > There may be a simpler way to do this, > Any suggestions welcome. > > Kind regards. > > -- > Luke Vanderfluit. > Analyst/Programmer. > Internode Systems Pty. Ltd. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > From Richard.Skelton at infineon.com Wed May 17 08:51:22 2006 From: Richard.Skelton at infineon.com (Richard Skelton) Date: Wed, 17 May 2006 13:51:22 +0100 Subject: [rt-users] Trying to build HTTP::Server::Simple::Mason on Solaris fails Message-ID: <446B1C4A.7030503@infineon.com> Hi, I am trying to install rt-3.4.5 on my Solaris NV b39 test system (SunOS brscs22 5.11 snv_39 sun4u sparc SUNW,Ultra-60) with perl 5.8.8. I have perl installed in /opt/perl-5.8.8 and have setenv PERL /opt/perl-5.8.8/bin/perl and setenv CC cc which is the SunStudio 10 compiler. I ran make fixdeps which failed on :- HTTP::Server::Simple::Mason 0.09...MISSING XML::Simple ...MISSING Test::WWW::Mechanize ...MISSING When I run the tests manually I get:- root: pwd /var/tmp/.cpan/build/HTTP-Server-Simple-Mason-0.09 root: /opt/perl-5.8.8/bin/perl Makefile.PL Checking if your kit is complete... Looks good Writing Makefile for HTTP::Server::Simple::Mason root: make cp lib/HTTP/Server/Simple/Mason.pm blib/lib/HTTP/Server/Simple/Mason.pm Manifying blib/man3/HTTP::Server::Simple::Mason.3 root: make test PERL_DL_NONLAZY=1 /opt/perl-5.8.8/bin/perl "-MExtUtils::Command::MM" "-e" "test_harness(0, 'inc', 'blib/lib', 'blib/arch')" t/*.t t/00smoke..............ok t/01live...............ok 1/5Use of uninitialized value in pattern match (m//) at t/01live.t line 18, line 16. # Failed test 'Returns a page containing only 2' # in t/01live.t at line 18. # undef # doesn't match '(?-xism:2$)' t/01live...............ok 5/5# Looks like you failed 1 test of 5. t/01live...............dubious Test returned status 1 (wstat 256, 0x100) DIED. FAILED test 4 Failed 1/5 tests, 80.00% okay t/02pod................skipped all skipped: Test::Pod 1.14 required for testing POD t/03podcoverage........skipped all skipped: Test::Pod::Coverage 1.04 required for testing POD coverage t/04unhandlederrors....ok 1/5 # Failed test 'Returns an empty page' # in t/04unhandlederrors.t at line 18. t/04unhandlederrors....NOK 4# got: undef # expected: '' # Looks like you failed 1 test of 5. t/04unhandlederrors....dubious Test returned status 1 (wstat 256, 0x100) DIED. FAILED test 4 Failed 1/5 tests, 80.00% okay t/05handlederrors......ok 1/5 # Failed test 'custom error handler called' # in t/05handlederrors.t at line 18. t/05handlederrors......NOK 4# got: undef # expected: 'We handled this error' # Looks like you failed 1 test of 5. t/05handlederrors......dubious Test returned status 1 (wstat 256, 0x100) DIED. FAILED test 4 Failed 1/5 tests, 80.00% okay Failed Test Stat Wstat Total Fail Failed List of Failed ------------------------------------------------------------------------------- t/01live.t 1 256 5 1 20.00% 4 t/04unhandlederrors.t 1 256 5 1 20.00% 4 t/05handlederrors.t 1 256 5 1 20.00% 4 2 tests skipped. Failed 3/6 test scripts, 50.00% okay. 3/23 subtests failed, 86.96% okay. *** Error code 1 make: Fatal error: Command failed for target `test_dynamic' Any ideas? -- Cheers Richard Skelton Richard.Skelton at infineon.com Infineon Technologies UK Ltd Infineon House Great Western Court Hunts Ground Road Stoke Gifford Bristol BS34 8HP Tel +44(0)117 9528808 From prasaddeshpande at bajajfinance.in Wed May 17 08:52:38 2006 From: prasaddeshpande at bajajfinance.in (Prasad Deshpande) Date: Wed, 17 May 2006 18:22:38 +0530 Subject: [rt-users] Warnings in RT log Message-ID: <93D7B805E82667439CD104728E47C589351B35@BALAKMB01.bajajauto.co.in> Hi, I am getting the below mentioned warnings in rt log file quite often. Is anybody knows the reasons for this? Is there any thing missing because of which I am facing this problem. [Wed May 17 11:20:59 2006] [warning]: Use of uninitialized value in concatenatio n (.) or string at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Resolver/File .pm line 51. [Wed May 17 11:20:59 2006] [warning]: Use of uninitialized value in length at /u sr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Resolver/File.pm line 52. Regards, Prasad Deshpande ------------------------------------------------------------------------ ---------------------------------- Below mentioned are the perl modules which are installed in Red Hat 9 with RT Ver 3.2.3 HTML::Entities v1.32; HTML::Mason v1.32; HTML::Mason::ApacheHandler v1.69; HTML::Mason::Exception v1.1; HTML::Mason::Exception::Abort v1.1; HTML::Mason::Exception::Compilation v1.1; HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1; HTML::Mason::Exception::Compiler v1.1; HTML::Mason::Exception::Decline v1.1; HTML::Mason::Exception::Params v1.1; HTML::Mason::Exception::Syntax v1.1; HTML::Mason::Exception::System v1.1; HTML::Mason::Exception::TopLevelNotFound v1.1; HTML::Mason::Exception::VirtualMethod v1.1; HTML::Mason::Exceptions v1.43; HTML::Parser v3.50; HTML::Scrubber v0.08; DISCLAIMER: This message,including any attachments contains confidential and privileged information for the sole use of the intended recipient(s), and is protected by law. If you are not the intended recipient, please destroy all copies of the original message. Any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful. Bajaj Auto reserves the right to record, monitor, and inspect all email communications through its internal and external networks. Your messages shall be subject to such lawful supervision as Bajaj Auto deems necessary in order to protect its information, interests and reputation. Bajaj Auto prohibits and takes steps to prevent its information systems from being used to view, store or forward offensive or discriminatory material. If this message contains such material, please report it to abuse at bajajauto.co.in. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jlee at pbu.edu Wed May 17 10:32:47 2006 From: jlee at pbu.edu (Jay Lee) Date: Wed, 17 May 2006 10:32:47 -0400 Subject: [rt-users] Minor bug in 3.60rc2 Message-ID: <446B340F.8090809@pbu.edu> There seems to be a minor bug in 3.6.0rc2 when setting up a customized "RT at a glance" page. It seems that the "Order by" always wants to be Asc instead of Desc. I can set it Desc and save my settings but going back to the customize page switches it back to Asc. Looks like a minor forms bug at most... Jay -------------- next part -------------- A non-text attachment was scrubbed... Name: jlee.vcf Type: text/x-vcard Size: 214 bytes Desc: not available URL: From jlee at pbu.edu Wed May 17 10:44:27 2006 From: jlee at pbu.edu (Jay Lee) Date: Wed, 17 May 2006 10:44:27 -0400 Subject: [rt-users] Minor bug in 3.60rc2 In-Reply-To: <446B340F.8090809@pbu.edu> References: <446B340F.8090809@pbu.edu> Message-ID: <446B36CB.8070009@pbu.edu> Jay Lee wrote: > There seems to be a minor bug in 3.6.0rc2 when setting up a customized > "RT at a glance" page. It seems that the "Order by" always wants to > be Asc instead of Desc. I can set it Desc and save my settings but > going back to the customize page switches it back to Asc. Looks like > a minor forms bug at most... Also, "N highest priority tickets I own" should really be changed to just "My tickets" or something more generic as it's now customizeable and might not be sorted by highest priority. Or it would be cool if it could be named based on the sorting (10 Newest Tickets I own, 10 Oldest Updated Tickets I own, etc) Jay -------------- next part -------------- A non-text attachment was scrubbed... Name: jlee.vcf Type: text/x-vcard Size: 214 bytes Desc: not available URL: From Ahalya_Nathan at mudnebr.com Wed May 17 10:29:32 2006 From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya) Date: Wed, 17 May 2006 09:29:32 -0500 Subject: [rt-users] Problem while replying to a ticket Message-ID: Hi all, We had a strange problem in RT yesterday. When a user replied to a ticket by giving the CC address list with Real Names separated by comma, it sent out a txt message to all those people who had a cellphone. To go back a lit bit, we had updated the Users table with profile information from Active Directory. So, right now in the Users table we have information for Cell phone, Address, Real Names, Email Address and others in sync with the AD information. Right now I am trying to figure out why it sent a txt message? Any ideas? Ahalya Nathan Senior Programmer / Analyst Information Technology, Metropolitan Utilities District (402) 504-7180 phone (402) 504-5180 fax From jcolson at voidgate.org Wed May 17 04:08:25 2006 From: jcolson at voidgate.org (Joshua Colson) Date: Wed, 17 May 2006 01:08:25 -0700 Subject: [rt-users] MySQL Import Question In-Reply-To: <446A9543.8040801@servervault.com> References: <446A9543.8040801@servervault.com> Message-ID: <1147853305.8333.3.camel@s60r.ination.com> On Tue, 2006-05-16 at 23:15 -0400, Mathew Snyder wrote: > If I import the OLD old data can I import the NEW old data next to it or > will it overwrite the OLD old data? If I can do this, how do I go about it? > No. The tickets (and other objects) are assigned ID numbers in the database. These numbers start at 1 (or sometimes zero) and increment up as new objects are added. So, aside from the differences in the database schema between versions, in both you OLD old system and your NEW old system, you've got objects with IDs of 1,2,3,etc. and if you try to merge the systems, you'll have numerous conflicts. That being said, it can be done, it would just take quite a bit of manual intervention. Good luck. -- Joshua Colson From stefan.franck at interactive-objects.com Wed May 17 11:14:43 2006 From: stefan.franck at interactive-objects.com (Stefan Franck) Date: Wed, 17 May 2006 17:14:43 +0200 Subject: [rt-users] Custom Fields on Users of a specific group Message-ID: <446B3DE3.7040709@interactive-objects.com> Hi, is it possible to have custom fields defined on users which are members of a specific group? What I want to achieve is a group called 'developers', where each developer has an 'owned Module'. Naturally, the Sales-Group should not have 'owned Module's. Thanks a lot, Stefan From todd at chaka.net Wed May 17 11:56:11 2006 From: todd at chaka.net (Todd Chapman) Date: Wed, 17 May 2006 11:56:11 -0400 Subject: [rt-users] Custom Fields on Users of a specific group In-Reply-To: <446B3DE3.7040709@interactive-objects.com> References: <446B3DE3.7040709@interactive-objects.com> Message-ID: <20060517155611.GP16223@chaka.net> The answer is no. But, if you are using the Perl API you can define any Attributes you want on any RT object. See RT::Attribute -Todd On Wed, May 17, 2006 at 05:14:43PM +0200, Stefan Franck wrote: > Hi, > > is it possible to have custom fields defined on users which are members > of a specific group? What I want to achieve is a group called > 'developers', where each developer has an 'owned Module'. Naturally, the > Sales-Group should not have 'owned Module's. > > Thanks a lot, > Stefan > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html From jcolson at voidgate.org Wed May 17 11:57:24 2006 From: jcolson at voidgate.org (Joshua Colson) Date: Wed, 17 May 2006 08:57:24 -0700 Subject: [rt-users] Edit ticket links using CLI? Message-ID: <1147881444.8333.10.camel@s60r.ination.com> Is it possible to edit ticket links using the command line tool (rt)? If so, what are the field names? Thanks. -- Joshua Colson From jesse at bestpractical.com Wed May 17 12:10:45 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 17 May 2006 12:10:45 -0400 Subject: [rt-users] Custom Fields on Users of a specific group In-Reply-To: <446B3DE3.7040709@interactive-objects.com> References: <446B3DE3.7040709@interactive-objects.com> Message-ID: <446B4B05.3060907@bestpractical.com> Stefan Franck wrote: > Hi, > > is it possible to have custom fields defined on users which are members > of a specific group? What I want to achieve is a group called > 'developers', where each developer has an 'owned Module'. Naturally, the > Sales-Group should not have 'owned Module's. > Not yet. It's possible to do in the future. But we haven't written any code toward that end. > Thanks a lot, > Stefan -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 191 bytes Desc: OpenPGP digital signature URL: From pkime at Shopzilla.com Wed May 17 13:15:38 2006 From: pkime at Shopzilla.com (Philip Kime) Date: Wed, 17 May 2006 10:15:38 -0700 Subject: [rt-users] RE: Edit ticket links using CLI? Message-ID: <58B1112F0EEB7349AE14A0AA46F9CEC00137AB6F@szexchange.Shopzilla.inc> > Is it possible to edit ticket links using the command line tool (rt)? If > so, what are the field names? There is a separate CLI subcommand for this (see rt help link), for example: rt link DependsOn rt link RefersTo rt link -d DependsOn (deletes a link) To display links rt show ticket//links From jesse at bestpractical.com Wed May 17 13:30:41 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 17 May 2006 13:30:41 -0400 Subject: [rt-users] Trying to build HTTP::Server::Simple::Mason on Solaris fails In-Reply-To: <446B5A7B.30501@infineon.com> References: <3230707439.3162917@www.emailtreo.com> <446B4103.8090602@infineon.com> <446B4B71.3080406@bestpractical.com> <446B5A7B.30501@infineon.com> Message-ID: <446B5DC1.1020400@bestpractical.com> Richard Skelton wrote: > Hi Jesse, > I fixed the XML::Simple by installing XML::SAX::Expat > > So the only problem left at this stage is Test::WWW::Mechanize > > If I grep the RT .pm files I see no mention of the word Mechanize is > this a good test for its use in a production system? > > Sorry if I replied to you off-list before. It's better if we keep Ccing rt-users. That dependency is only needed for testing. -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 191 bytes Desc: OpenPGP digital signature URL: From todd at chaka.net Wed May 17 14:07:38 2006 From: todd at chaka.net (Todd Chapman) Date: Wed, 17 May 2006 14:07:38 -0400 Subject: [rt-users] Custom Fields on Users of a specific group In-Reply-To: <446B4B05.3060907@bestpractical.com> References: <446B3DE3.7040709@interactive-objects.com> <446B4B05.3060907@bestpractical.com> Message-ID: <20060517180738.GQ16223@chaka.net> On Wed, May 17, 2006 at 12:10:45PM -0400, Jesse Vincent wrote: > Stefan Franck wrote: > > Hi, > > > > is it possible to have custom fields defined on users which are members > > of a specific group? What I want to achieve is a group called > > 'developers', where each developer has an 'owned Module'. Naturally, the > > Sales-Group should not have 'owned Module's. > > > > Not yet. It's possible to do in the future. But we haven't written any > code toward that end. How does that work? Can you point to the proper place in the API? > > > Thanks a lot, > > Stefan > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 bezruk at gmail.com Wed May 17 15:28:18 2006 From: bezruk at gmail.com (Konstantin N. Bezruchenko) Date: Wed, 17 May 2006 22:28:18 +0300 Subject: [rt-users] Signature and From depended on queue Message-ID: <2070cf420605171228p159c183fq614d086252d89f5b@mail.gmail.com> Hello, Can user have different "Signature" and "Real Name" fields depended on queue? For example i have user with login 'john'. This user are member of 2 queues "Sales" and "Billing" His "Real Name" and part of "Signature" set to "Company_name - Sales" When he send reply to ticket from queue "Billing" customers will see not Billing, the see Sales both in "From" field and signature. I understand what i can make two users 'john-sales' and 'john-billing' and set correct fields to this users, but this is not very useful because he must login/logout every time when he need send reply from different queue. Regards, Konstantin N. Bezruchenko -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Wed May 17 15:53:52 2006 From: todd at chaka.net (Todd Chapman) Date: Wed, 17 May 2006 15:53:52 -0400 Subject: [rt-users] Signature and From depended on queue In-Reply-To: <2070cf420605171228p159c183fq614d086252d89f5b@mail.gmail.com> References: <2070cf420605171228p159c183fq614d086252d89f5b@mail.gmail.com> Message-ID: <20060517195351.GS16223@chaka.net> On Wed, May 17, 2006 at 10:28:18PM +0300, Konstantin N. Bezruchenko wrote: > Hello, > > Can user have different "Signature" and "Real Name" fields depended on > queue? > For example i have user with login 'john'. This user are member of 2 queues > "Sales" and "Billing" > His "Real Name" and part of "Signature" set to "Company_name - Sales" > > When he send reply to ticket from queue "Billing" customers will see not > Billing, the see Sales both in "From" field and signature. > I understand what i can make two users 'john-sales' and 'john-billing' and > set correct fields to this users, but this is not very useful because he > must login/logout every time when he need send reply from different queue. > That would be pretty difficult. Somewhere there is code calling methods such as $user->RealName. You would have to somehow get RealName() to understand the context (queue) it was being called in and have it return the right thing. I'm not sure if that is even doable. The other option is to find the method calls and replace them with a new method that understands the context and does the right thing. This should be doable but not much fun. -Todd From barnesaw at ucrwcu.rwc.uc.edu Wed May 17 16:12:32 2006 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 17 May 2006 16:12:32 -0400 Subject: [rt-users] Signature and From depended on queue In-Reply-To: <2070cf420605171228p159c183fq614d086252d89f5b@mail.gmail.com> References: <2070cf420605171228p159c183fq614d086252d89f5b@mail.gmail.com> Message-ID: <446B83B0.1090401@ucrwcu.rwc.uc.edu> You could write custom Correspond scrips for those queues. Build a signature into the scrip, something like { $Ticket->LastUpdatedByObj->Name } some place, inc. sales blah blah blah Look on the wiki. IIRC, there is a way to change the reply-to and perhaps the from headers in a scrip. Konstantin N. Bezruchenko wrote: > Hello, > > Can user have different "Signature" and "Real Name" fields depended on > queue? > For example i have user with login 'john'. This user are member of 2 > queues "Sales" and "Billing" > His "Real Name" and part of "Signature" set to "Company_name - Sales" > > When he send reply to ticket from queue "Billing" customers will see > not Billing, the see Sales both in "From" field and signature. > I understand what i can make two users 'john-sales' and 'john-billing' > and set correct fields to this users, but this is not very useful > because he must login/logout every time when he need send reply from > different queue. > > Regards, > Konstantin N. Bezruchenko > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 barnesaw at ucrwcu.rwc.uc.edu Wed May 17 16:13:30 2006 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 17 May 2006 16:13:30 -0400 Subject: [rt-users] Signature and From depended on queue In-Reply-To: <446B83B0.1090401@ucrwcu.rwc.uc.edu> References: <2070cf420605171228p159c183fq614d086252d89f5b@mail.gmail.com> <446B83B0.1090401@ucrwcu.rwc.uc.edu> Message-ID: <446B83EA.6050704@ucrwcu.rwc.uc.edu> Gah. And I, of course, meant Templates. Drew Barnes wrote: > You could write custom Correspond scrips for those queues. Build a > signature into the scrip, something like > > { $Ticket->LastUpdatedByObj->Name } > some place, inc. sales > blah blah blah > > Look on the wiki. IIRC, there is a way to change the reply-to and > perhaps the from headers in a scrip. > > > Konstantin N. Bezruchenko wrote: >> Hello, >> >> Can user have different "Signature" and "Real Name" fields depended >> on queue? >> For example i have user with login 'john'. This user are member of 2 >> queues "Sales" and "Billing" >> His "Real Name" and part of "Signature" set to "Company_name - Sales" >> >> When he send reply to ticket from queue "Billing" customers will see >> not Billing, the see Sales both in "From" field and signature. >> I understand what i can make two users 'john-sales' and >> 'john-billing' and set correct fields to this users, but this is not >> very useful because he must login/logout every time when he need send >> reply from different queue. >> >> Regards, >> Konstantin N. Bezruchenko >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> We're hiring! Come hack Perl for Best Practical: >> http://bestpractical.com/about/jobs.html > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From ruslan.zakirov at gmail.com Wed May 17 17:08:03 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 18 May 2006 01:08:03 +0400 Subject: [rt-users] Weird things with RTx::Shredder In-Reply-To: <58B1112F0EEB7349AE14A0AA46F9CEC00137AB72@szexchange.Shopzilla.inc> References: <58B1112F0EEB7349AE14A0AA46F9CEC00137AB72@szexchange.Shopzilla.inc> Message-ID: <589c94400605171408h29c6b6ebp9ce676d38a72ca89@mail.gmail.com> Heh, I've realized what's wrong with it. This code control search on the 'disabled' property of a user record and by default as stated in the docs shredder searches for disabled users, but with the plugin option 'status' you can change this behaviour. Try value of 'any'. On 5/18/06, Philip Kime wrote: > I changed line 98 of $rtroot/local/lib/RTx/Shredder/Plugin/Users.pm > > From > > VALUE => '0', > > To > > VALUE => '1', > > And now it works fine. > > PK > > -----Original Message----- > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > Sent: 16 May 2006 20:08 > To: Philip Kime > Cc: RT users; Todd Chapman > Subject: Re: [rt-users] Weird things with RTx::Shredder > > On 5/17/06, Philip Kime wrote: > > I'm using shredder version 0.03_03 and Mysql 5.0.18. > > > > Do mean turn on RT logging or MySQL SQL logging? You want raw SQL > > statements and not the TicketSQL query? > Raw SQL. RT can report it (see config) and you can do it from mysql > config too. > IIRC Stephen reported something similar on Oracle, but I couldn't > reproduce this. > > > > > I fixed the AT shredding problem - > > RTx::Shredder::Dependencies::_PushDependencies was expecting a named > > arg of "TargetObjects" but the AT plugin was passing "TargetObjs" - > > did this name change in any version of Shredder? If so, we should tell > > > Todd Chapman as he needs to update the Asset Shredding code on the AT > Wiki. > Yep, there were major overview of the API. And this was changed. > > > > > PK > > > > > > -----Original Message----- > > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > > Sent: 16 May 2006 19:01 > > To: Philip Kime > > Cc: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] Weird things with RTx::Shredder > > > > On 5/17/06, Philip Kime wrote: > > > > > > > > > I seem to be getting odd results searching in the GUI for > > > RTx::Shredder (same results from command line). For example, if I > > > search for email *@domain.com, I only get 6 users returned wheras I > > > have about 100 users with a domain.com email address. If I search > > > for a specific email address, usually, I get nothing returned at > all. > > Nothing in any error logs either. > > Could you turn on SQL statements log? and send me queries? > > > > Also what DB are you using? Is it development version of the shredder > > or stable one? > > > > > > > > And with the Asset Tracker extension (AT), I get a reasonable list > > > of results but with what look like object class names: > > > > > > RTx::AssetTracker::Asset-620 > > > RTx::AssetTracker::Asset-621 > > > RTx::AssetTracker::Asset-622 > > > RTx::AssetTracker::Asset-623 > > > RTx::AssetTracker::Asset-624 > > > > > > if I try to wipe any of these out, I get a Perl error > > > > > > Couldn't wipeout object: Undefined Objects argument Trace begun at > > > /usr/local/rt/local/lib/RTx/Shredder.pm line > > > 212 > > > > > > This only happens with Assets. It's a fairly clean install of RT > > > 3.4.5, AT > > > 1.2.3 and the latest RTx::Shredder from CPAN. I've uninstalled and > > > re-installed AT and RTx::Shredder to no avail. Any similar > > experiences? > > > > > > PK > > > > > > -- > > > Philip Kime > > > NOPS Systems Architect > > > 310 401 0407 > > > > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Community help: http://wiki.bestpractical.com Commercial support: > > > sales at bestpractical.com > > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > > Buy a copy at http://rtbook.bestpractical.com > > > > > > > > > We're hiring! Come hack Perl for Best Practical: > > > http://bestpractical.com/about/jobs.html > > > > > > > > > > > > -- > > Best regards, Ruslan. > > > > > -- > Best regards, Ruslan. > -- Best regards, Ruslan. From jauty at indiana.edu Wed May 17 17:16:21 2006 From: jauty at indiana.edu (Joe Auty) Date: Wed, 17 May 2006 17:16:21 -0400 Subject: [rt-users] status of Steal Ticket feature? Message-ID: <185F9B9F-45B1-4307-B589-848848EDFB1D@indiana.edu> Hello, I've set my users with global superuser permissions, but for some reason this wasn't enough to own a ticket. I set them with own permissions, and now they can be assigned tickets. Thinking this bug also applied to stealing a ticket, I set these users with take + steal ticket abilities globally, yet they still cannot steal. Any theories why this is? I did search the archive, but came up short in finding an answer... ----------- Joe Auty UITS Messaging Indiana University jauty at indiana.edu -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From nmetrowsky at digitalglobe.com Wed May 17 17:20:26 2006 From: nmetrowsky at digitalglobe.com (Nick Metrowsky) Date: Wed, 17 May 2006 15:20:26 -0600 Subject: [rt-users] Restarting Web Server & MySQL Server has gone away message Message-ID: Hi Everyone, Is there some direct correlation between restarting the web server which hosts RT, having people logged into RT, and the "MySQL Server has gone away message"? Twice this week I restarted the web server and twice this week two tickets which were entered a few moments after the restart, via the RT web interface, were "lost" and the "MySQL server has gone away message generated". I have sent messages before about this message, increased MySQL parameters, etc., and there still seems to be no logical explanation on why this occurs. We get this message on an average of one or two a month for about 1000 tickets entered. We are running RT 3.4.4, MySQL 4.1.5, Apache 2.0.55 and mod_perl2.0. 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 ------------------------------------------------------------------------ --------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From jcolson at voidgate.org Wed May 17 17:23:59 2006 From: jcolson at voidgate.org (Joshua Colson) Date: Wed, 17 May 2006 14:23:59 -0700 Subject: [rt-users] status of Steal Ticket feature? In-Reply-To: <185F9B9F-45B1-4307-B589-848848EDFB1D@indiana.edu> References: <185F9B9F-45B1-4307-B589-848848EDFB1D@indiana.edu> Message-ID: <1147901040.8333.23.camel@s60r.ination.com> On Wed, 2006-05-17 at 17:16 -0400, Joe Auty wrote: > Hello, > > I've set my users with global superuser permissions, but for some > reason this wasn't enough to own a ticket. I set them with own > permissions, and now they can be assigned tickets. I can confirm this also. I have a SuperUser (using RT 3.6) who is unable to take ownership of a ticket. If I assign the OwnTicket right to the user then it works. I just hadn't gotten around to digging deeper for (what I'm assuming is) a bug. -- Joshua Colson From jcolson at voidgate.org Wed May 17 17:42:05 2006 From: jcolson at voidgate.org (Joshua Colson) Date: Wed, 17 May 2006 14:42:05 -0700 Subject: [rt-users] PATCH: SelectOwner (was: status of Steal Ticket feature?) In-Reply-To: <185F9B9F-45B1-4307-B589-848848EDFB1D@indiana.edu> References: <185F9B9F-45B1-4307-B589-848848EDFB1D@indiana.edu> Message-ID: <1147902125.8333.28.camel@s60r.ination.com> On Wed, 2006-05-17 at 17:16 -0400, Joe Auty wrote: > Hello, > > I've set my users with global superuser permissions, but for some > reason this wasn't enough to own a ticket. I set them with own > permissions, and now they can be assigned tickets. > > Thinking this bug also applied to stealing a ticket, I set these > users with take + steal ticket abilities globally, yet they still > cannot steal. Any theories why this is? > > I did search the archive, but came up short in finding an answer... Here is a patch against 3.6.0pre1 to enable users who have the SuperUser right to take ownership of a ticket. Copy html/Elements/SelectOwner to local/html/Elements/SelectOwner and then patch the local copy with the attached patch. -- Joshua Colson -------------- next part -------------- A non-text attachment was scrubbed... Name: SelectOwner.patch Type: text/x-patch Size: 690 bytes Desc: not available URL: From sebastian at switching.com.ar Wed May 17 17:43:03 2006 From: sebastian at switching.com.ar (Sebastian Suarez) Date: Wed, 17 May 2006 18:43:03 -0300 Subject: [rt-users] RTMF content? Message-ID: <00f701c679fa$e1134840$f564a8c0@SEBASTIAN> Hi, im running RT 3.6 pre1 with RTMF 2.2.0 RC2.- My site RTFM isn't showing any Content of the specifics articles. Any versions issue or config mismatch??? Many thanks in advance Seb.- -------------- next part -------------- An HTML attachment was scrubbed... URL: From jauty at indiana.edu Wed May 17 18:00:30 2006 From: jauty at indiana.edu (Joe Auty) Date: Wed, 17 May 2006 18:00:30 -0400 Subject: [rt-users] status of Steal Ticket feature? In-Reply-To: <446B9B85.9060103@u.washington.edu> References: <185F9B9F-45B1-4307-B589-848848EDFB1D@indiana.edu> <446B9B85.9060103@u.washington.edu> Message-ID: <3909BF62-6353-4137-BB00-877ECA2BB6BC@indiana.edu> Sorry, I meant to say that I also added OwnTicket ability and it still didn't work... Steal + Own + Take - still doesn't work =( On May 17, 2006, at 5:54 PM, Joby Walker wrote: > Having StealTicket does not imply OwnTicket -- just like TakeTicket > doesn't imply OwnTicket. All steal grants is the ability to revoke > another's ownership of a ticket. You need to add OwnTicket. > > The SuperUser issue is completely seperate. The SelectOwner widget > only > includes those with OwnTicket. It can be easily set to include > SuperUsers. Most implementations don't want the SuperUsers to be > listed > in all of the SetOwner lists -- I certainly don't want my userid > unnecessarily increasing the size of of the select list. > > Joby Walker > C&C SSG, University of Washington > > > Joe Auty wrote: >> Hello, >> >> I've set my users with global superuser permissions, but for some >> reason this wasn't enough to own a ticket. I set them with own >> permissions, and now they can be assigned tickets. >> >> Thinking this bug also applied to stealing a ticket, I set these >> users >> with take + steal ticket abilities globally, yet they still cannot >> steal. Any theories why this is? >> >> I did search the archive, but came up short in finding an answer... >> >> >> >> ----------- >> Joe Auty >> UITS Messaging >> Indiana University >> jauty at indiana.edu >> >> >> >> >> >> --------------------------------------------------------------------- >> --- >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> We're hiring! Come hack Perl for Best Practical: http:// >> bestpractical.com/about/jobs.html From jesse at bestpractical.com Wed May 17 19:34:12 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 17 May 2006 19:34:12 -0400 Subject: [rt-users] status of Steal Ticket feature? In-Reply-To: <1147901040.8333.23.camel@s60r.ination.com> References: <185F9B9F-45B1-4307-B589-848848EDFB1D@indiana.edu> <1147901040.8333.23.camel@s60r.ination.com> Message-ID: From the UPGRADING file in the distribution: ******* UPGRADING FROM 3.5.7 and earlier - Changes: Scrips are now prepared and committed in order alphanumerically by description. This means that you can prepend a number (00, 07, 15, 24) to the beginning of each scrip's description, and they will run in that order. Depending on your database, the old ordering may have been by scrip id number -- if that is the case, simply prepend the scrip id number to the beginning of its description. UPGRADING FROM 3.5.1 and earlier - Changes: The default for $RedistributeAutoGeneratedMessages has changed to 'privileged', to make out-of-the-box installations more resistant to mail loops. If you rely on the old default of redistributing to all watchers, you'll need to set it explicitly now. UPGRADING FROM 3.3.14 and earlier - Changes: The "ModifyObjectCustomFieldValues" right name was too long. It's been changed to "ModifyCustomField" UPGRADING FROM 3.3.11 and earlier - Changes: = Rights Changes = Custom Fields now have an additional right "ModifyCustomField". This right governs whether a user can modify an object's custom field values for a particular custom field. This includes adding, deleting and changing values. UPGRADING FROM 3.2 and earlier - Changes: = Rights changes = Now, if you want any user to be able to access the Admin tools (a.k.a. the Configuration tab), you must grant that user the "ShowConfigTab" right. Making the user a privileged user is no longer sufficient. "SuperUser" users are no longer automatically added to the list of users who can own tickets in a queue. You now need to explicitly give them t he "own tickets" right. On May 17, 2006, at 5:23 PM, Joshua Colson wrote: > On Wed, 2006-05-17 at 17:16 -0400, Joe Auty wrote: >> Hello, >> >> I've set my users with global superuser permissions, but for some >> reason this wasn't enough to own a ticket. I set them with own >> permissions, and now they can be assigned tickets. > > I can confirm this also. I have a SuperUser (using RT 3.6) who is > unable > to take ownership of a ticket. If I assign the OwnTicket right to the > user then it works. I just hadn't gotten around to digging deeper for > (what I'm assuming is) a bug. > > -- > Joshua Colson > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http:// > bestpractical.com/about/jobs.html > From jauty at indiana.edu Wed May 17 19:38:24 2006 From: jauty at indiana.edu (Joe Auty) Date: Wed, 17 May 2006 19:38:24 -0400 Subject: [rt-users] status of Steal Ticket feature? In-Reply-To: References: <185F9B9F-45B1-4307-B589-848848EDFB1D@indiana.edu> <1147901040.8333.23.camel@s60r.ination.com> Message-ID: <23F47E6C-E8FB-49EC-B4F2-0FCFD7A3DBB6@indiana.edu> Thanks for this! Unfortunately, I've given my users own, steal, and take abilities and while I can claim ownership on a ticket, I cannot steal one.... Any ideas? On May 17, 2006, at 7:34 PM, Jesse Vincent wrote: > From the UPGRADING file in the distribution: > > ******* > > UPGRADING FROM 3.5.7 and earlier - Changes: > > Scrips are now prepared and committed in order alphanumerically by > description. > This means that you can prepend a number (00, 07, 15, 24) to the > beginning of > each scrip's description, and they will run in that order. > Depending on your > database, the old ordering may have been by scrip id number -- if > that is the > case, simply prepend the scrip id number to the beginning of its > description. > > > UPGRADING FROM 3.5.1 and earlier - Changes: > > The default for $RedistributeAutoGeneratedMessages has changed to > 'privileged', to make out-of-the-box installations more resistant > to mail loops. If you rely on the old default of redistributing to > all watchers, you'll need to set it explicitly now. > > > UPGRADING FROM 3.3.14 and earlier - Changes: > > The "ModifyObjectCustomFieldValues" right name was too long. It's > been changed to > "ModifyCustomField" > > > UPGRADING FROM 3.3.11 and earlier - Changes: > > = Rights Changes = > > Custom Fields now have an additional right "ModifyCustomField". > This right governs whether a user can modify an object's custom > field values > for a particular custom field. This includes adding, deleting and > changing values. > > > UPGRADING FROM 3.2 and earlier - Changes: > > = Rights changes = > > Now, if you want any user to be able to access the Admin tools (a.k.a. > the Configuration tab), you must grant that user the "ShowConfigTab" > right. Making the user a privileged user is no longer sufficient. > > "SuperUser" users are no longer automatically added to the list of > users who can own tickets in a queue. You now need to explicitly > give them t > he "own tickets" right. > > > > > On May 17, 2006, at 5:23 PM, Joshua Colson wrote: > >> On Wed, 2006-05-17 at 17:16 -0400, Joe Auty wrote: >>> Hello, >>> >>> I've set my users with global superuser permissions, but for some >>> reason this wasn't enough to own a ticket. I set them with own >>> permissions, and now they can be assigned tickets. >> >> I can confirm this also. I have a SuperUser (using RT 3.6) who is >> unable >> to take ownership of a ticket. If I assign the OwnTicket right to the >> user then it works. I just hadn't gotten around to digging deeper for >> (what I'm assuming is) a bug. >> >> -- >> Joshua Colson >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> We're hiring! Come hack Perl for Best Practical: http:// >> bestpractical.com/about/jobs.html >> > From joby at u.washington.edu Wed May 17 17:54:13 2006 From: joby at u.washington.edu (Joby Walker) Date: Wed, 17 May 2006 14:54:13 -0700 Subject: [rt-users] status of Steal Ticket feature? In-Reply-To: <185F9B9F-45B1-4307-B589-848848EDFB1D@indiana.edu> References: <185F9B9F-45B1-4307-B589-848848EDFB1D@indiana.edu> Message-ID: <446B9B85.9060103@u.washington.edu> Having StealTicket does not imply OwnTicket -- just like TakeTicket doesn't imply OwnTicket. All steal grants is the ability to revoke another's ownership of a ticket. You need to add OwnTicket. The SuperUser issue is completely seperate. The SelectOwner widget only includes those with OwnTicket. It can be easily set to include SuperUsers. Most implementations don't want the SuperUsers to be listed in all of the SetOwner lists -- I certainly don't want my userid unnecessarily increasing the size of of the select list. Joby Walker C&C SSG, University of Washington Joe Auty wrote: > Hello, > > I've set my users with global superuser permissions, but for some > reason this wasn't enough to own a ticket. I set them with own > permissions, and now they can be assigned tickets. > > Thinking this bug also applied to stealing a ticket, I set these users > with take + steal ticket abilities globally, yet they still cannot > steal. Any theories why this is? > > I did search the archive, but came up short in finding an answer... > > > > ----------- > Joe Auty > UITS Messaging > Indiana University > jauty at indiana.edu > > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From pkime at Shopzilla.com Wed May 17 19:40:44 2006 From: pkime at Shopzilla.com (Philip Kime) Date: Wed, 17 May 2006 16:40:44 -0700 Subject: [rt-users] Why would I want to ... Message-ID: <58B1112F0EEB7349AE14A0AA46F9CEC00137AB7A@szexchange.Shopzilla.inc> Give a group AdminCC on a Queue and assign Queue right to the AdminCC Role instead of just assign Queue rights to the Group? Just trying to design a new rights schema to replace the spaghetti we currently have and while I understand what the Watcher Roles do, I can't see clearly why you'd want to assign rights via them ... PK -- Philip Kime NOPS Systems Architect 310 401 0407 -------------- next part -------------- An HTML attachment was scrubbed... URL: From JVlavianos at ecastinc.com Wed May 17 19:51:14 2006 From: JVlavianos at ecastinc.com (Jay Vlavianos) Date: Wed, 17 May 2006 16:51:14 -0700 Subject: [rt-users] RTMF demo Message-ID: Is there an RTFM demo site where I could check out the feature set without installing it ? Thanks, -Jay -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Wed May 17 23:02:08 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 18 May 2006 07:02:08 +0400 Subject: [rt-users] Why would I want to ... In-Reply-To: <58B1112F0EEB7349AE14A0AA46F9CEC00137AB7A@szexchange.Shopzilla.inc> References: <58B1112F0EEB7349AE14A0AA46F9CEC00137AB7A@szexchange.Shopzilla.inc> Message-ID: <589c94400605172002l481cad38ma7a12d8f1a1944ee@mail.gmail.com> On 5/18/06, Philip Kime wrote: > > > Give a group AdminCC on a Queue and assign Queue right to the AdminCC Role > instead of just assign Queue rights to the Group? http://wiki.bestpractical.com/?Rights > > Just trying to design a new rights schema to replace the spaghetti we > currently have and while I understand what the Watcher Roles do, I can't see > clearly why you'd want to assign rights via them ... Tickets inherit role rights from queues they belong to, so users on the Cc list of a ticket have rights you granted to the queue Cc role. Consider queue 'support', support department and development department. You grant all privileges (ModifyTicket and other) to owner role and OwnTicket+SeeQueue+ShowTicket right to support team on the queue. So now people from support department can see every ticket in the queue, but can reply and change a ticket only when they become an owner of the ticket. Also you grant right 'Watch' to developers group and ShowTicket, ShowTicketComments, CommentOnTicket to Cc role of the queue. So an owner of a ticket (member of the support team) can add developers to the Cc list of the ticket. After supporter has added a watcher, watcher can comment on the ticket and only after. > > PK > > -- > Philip Kime > NOPS Systems Architect > 310 401 0407 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > > -- Best regards, Ruslan. From andreas.sinn at cpb-software.ag Thu May 18 05:03:03 2006 From: andreas.sinn at cpb-software.ag (Andreas Sinn) Date: Thu, 18 May 2006 11:03:03 +0200 Subject: [rt-users] Problem with resolving tickets! Message-ID: <73B9C5C17D425D45B5CAA354C4E66C4A013F8EA4@cpbs-mxs1.cpbs.at> Hello! I want to send after resolving a ticket the content of the ticket and a message in one email to the client, how does this work? How does the templsate look like? Thanks, Andreas -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Thu May 18 05:26:18 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 18 May 2006 13:26:18 +0400 Subject: [rt-users] Why would I want to ... In-Reply-To: <58B1112F0EEB7349AE14A0AA46F9CEC00137AB7B@szexchange.Shopzilla.inc> References: <58B1112F0EEB7349AE14A0AA46F9CEC00137AB7B@szexchange.Shopzilla.inc> Message-ID: <589c94400605180226y6a2c9229qfdaf6644279d610f@mail.gmail.com> On 5/18/06, Philip Kime wrote: > I suppose I don't understand why you would add the "Watch" right to the > developers Group since all that does according to the documentation is > allow members of the Group to add *themselves* as CC on tickets in the > support Queue? I thought that the developers Group could be added as a > watcher on a ticket by anyone with ModifyTicket, even if the Group > didn't have Watch right? I tried it and I can add a user without Watch > right as CC to a queue. Yep. You're right. May be developers really don't need right to add themself as Cc, but the right can be useful for managers of the support department, so they could watch any ticket in the queue and comment to tickets. I see you understand how it works then it's subject to you decide how to configure your RT instance. PS: Please, always Cc to the list so other people could read and comment. > > PK > > -----Original Message----- > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > Sent: 17 May 2006 20:02 > To: Philip Kime > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Why would I want to ... > > On 5/18/06, Philip Kime wrote: > > > > > > Give a group AdminCC on a Queue and assign Queue right to the AdminCC > > Role instead of just assign Queue rights to the Group? > http://wiki.bestpractical.com/?Rights > > > > > Just trying to design a new rights schema to replace the spaghetti we > > currently have and while I understand what the Watcher Roles do, I > > can't see clearly why you'd want to assign rights via them ... > Tickets inherit role rights from queues they belong to, so users on the > Cc list of a ticket have rights you granted to the queue Cc role. > Consider queue 'support', support department and development department. > You grant all privileges (ModifyTicket and other) to owner role and > OwnTicket+SeeQueue+ShowTicket right to support team on the queue. So now > people from support department can see every ticket in the queue, but > can reply and change a ticket only when they become an owner of the > ticket. Also you grant right 'Watch' to developers group and ShowTicket, > ShowTicketComments, CommentOnTicket to Cc role of the queue. So an owner > of a ticket (member of the support team) can add developers to the Cc > list of the ticket. After supporter has added a watcher, watcher can > comment on the ticket and only after. > > > > > PK > > > > -- > > Philip Kime > > NOPS Systems Architect > > 310 401 0407 > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com Commercial support: > > sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > We're hiring! Come hack Perl for Best Practical: > > http://bestpractical.com/about/jobs.html > > > > > > > -- > Best regards, Ruslan. > -- Best regards, Ruslan. From rt3 at acerhomes.com Thu May 18 07:57:27 2006 From: rt3 at acerhomes.com (rt3 at acerhomes.com) Date: Thu, 18 May 2006 19:57:27 +0800 (PHT) Subject: [rt-users] Approval link is Now Visible Message-ID: <14552.177.177.177.65.1147953447.squirrel@177.177.177.101> Just want to share my frustrating experience to make the approval link works, here are the steps I have done from a fresh data. 1. Create the ff. sample users. * rt3_user * rt3_owner * rt3_approval 2. Create a new queue, filling up the ff. * Name: Project_A * Description: Sample only 3. Under Project_A queue, give local permissions to user rt3_user * CreateTicket * SeeQueue * ShowTicket 4. Under Project_A queue, give local permissions to user rt3_owner * ModifyTicket * OwnTicket * SeeQueue * ShowTicket * ShowTicketComments * StealTicket * TakeTicket 5. Under Project_A queue, create a new local template * Name: Create Approval * Description: Approval for Project_A * Content ===Create-Ticket: testing Subject: Approve request for {$Tickets{'TOP'}->Subject} Depended-On-By: TOP Queue: Approvals Type: approval Owner: rt3_approval Content: Someone has created a request for Project_A. Please review and approve it, so they can start working on it. ENDOFCONTENT 6. Under Project_A queue, created a new local scrip * Description: Create Project A approval * Condition: On Create * Action: Create Tickets * Template: Create Approval * Stage: TransactionCreate 7. Enable the ___Approvals queue and rename it to Approvals 8. Under Approvals queue, go to Watchers and add user rt3_approval as AdminCc 9. Under Approvals queue, give local permissions to user rt3_approval * ModifyTicket * OwnTicket * ShowTicket 10. Under Project_A queue, give local permissions to user rt3_approval * ModifyTicket * SeeQueue * ShowTicket * ShowTicketComments 11. Then try to create ticket using rt3_user, then you log as rt3_approval, you must see one ticket from Approval link. Note: If you have a problem after upgrading just like me from 3.0.5 to 3.4.5, I remove every permissions I previously created and follow the above steps. From mag at caravan.ru Thu May 18 09:27:26 2006 From: mag at caravan.ru (Alexey G Misyurenko) Date: Thu, 18 May 2006 17:27:26 +0400 Subject: [rt-users] Re: CachedGroupMembers table size In-Reply-To: <446C71F8.3080608@caravan.ru> References: <446C71F8.3080608@caravan.ru> Message-ID: <446C763E.4050808@caravan.ru> Alexey G Misyurenko wrote: > Hello! > > Is it normal that CachedGroupMembers table contain about 4'500'000 records? > Also is it normal that table Group & Principal contain 2'000'000 records (each one)? And is it normal that table Group containe record's where field Name is like 'User {digits}'? > rt: 3.4.4 > about: 500'000 tickets > DB: Oracle > -- WBR, Alexey G Misyurenko ( MAG-RIPE | MMAGG-RIPN ) CTO of Caravan ISP http://www.caravan.ru Phone: +7 495 3632252 Cell: +7 495 5082794 From mag at caravan.ru Thu May 18 09:09:12 2006 From: mag at caravan.ru (Alexey G Misyurenko) Date: Thu, 18 May 2006 17:09:12 +0400 Subject: [rt-users] CachedGroupMembers table size Message-ID: <446C71F8.3080608@caravan.ru> Hello! Is it normal that CachedGroupMembers table contain about 4'500'000 records? rt: 3.4.4 about: 500'000 tickets DB: Oracle -- WBR, Alexey G Misyurenko ( MAG-RIPE | MMAGG-RIPN ) CTO of Caravan ISP http://www.caravan.ru Phone: +7 495 3632252 Cell: +7 495 5082794 From sturner at MIT.EDU Thu May 18 10:13:27 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 18 May 2006 10:13:27 -0400 Subject: [rt-users] Multiple tickets per incoming email Message-ID: <6.2.3.4.2.20060518101057.034da788@po14.mit.edu> We've just started having multiple, identical, tickets generated by some mail messages sent to RT. I suspect this is not a problem with RT, but I just wanted to ask - has anyone encountered this problem before? Thanks, Steve From jesse at bestpractical.com Thu May 18 10:31:07 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 18 May 2006 10:31:07 -0400 Subject: [rt-users] Multiple tickets per incoming email In-Reply-To: <6.2.3.4.2.20060518101057.034da788@po14.mit.edu> References: <6.2.3.4.2.20060518101057.034da788@po14.mit.edu> Message-ID: <446C852B.8080701@bestpractical.com> Stephen Turner wrote: > We've just started having multiple, identical, tickets generated by some > mail messages sent to RT. I suspect this is not a problem with RT, but I > just wanted to ask - has anyone encountered this problem before? > Yes. I've found this to happen when the message in question causes RT to spend an insane amount of time processing it. So, the mailgate times out, but RT finishes processing the message....and then the mailgate submits it again. "mailq" on your mail server and see if the message is still queued for submission. The quick-and-easy fix is to change the --timeout on your mail aliases -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 191 bytes Desc: OpenPGP digital signature URL: From ruslan.zakirov at gmail.com Thu May 18 10:36:51 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 18 May 2006 18:36:51 +0400 Subject: [rt-users] Re: CachedGroupMembers table size In-Reply-To: <446C763E.4050808@caravan.ru> References: <446C71F8.3080608@caravan.ru> <446C763E.4050808@caravan.ru> Message-ID: <589c94400605180736h45d21fc0r19160753d3412640@mail.gmail.com> Yep, it's normal. I have code branch where I experiment with ideas on how to get rid of some useless groups. On 5/18/06, Alexey G Misyurenko wrote: > Alexey G Misyurenko wrote: > > Hello! > > > > Is it normal that CachedGroupMembers table contain about 4'500'000 records? > > > > Also is it normal that table Group & Principal contain 2'000'000 records > (each one)? > > And is it normal that table Group containe record's > where field Name is like 'User {digits}'? > > > > rt: 3.4.4 > > about: 500'000 tickets > > DB: Oracle > > > > > -- > WBR, Alexey G Misyurenko ( MAG-RIPE | MMAGG-RIPN ) > CTO of Caravan ISP http://www.caravan.ru > Phone: +7 495 3632252 Cell: +7 495 5082794 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 sturner at MIT.EDU Thu May 18 10:42:11 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 18 May 2006 10:42:11 -0400 Subject: [rt-users] Multiple tickets per incoming email In-Reply-To: <446C852B.8080701@bestpractical.com> References: <6.2.3.4.2.20060518101057.034da788@po14.mit.edu> <446C852B.8080701@bestpractical.com> Message-ID: <6.2.3.4.2.20060518104158.034dceb8@po14.mit.edu> At Thursday 5/18/2006 10:31 AM, Jesse Vincent wrote: >Stephen Turner wrote: > > We've just started having multiple, identical, tickets generated by some > > mail messages sent to RT. I suspect this is not a problem with RT, but I > > just wanted to ask - has anyone encountered this problem before? > > > >Yes. I've found this to happen when the message in question causes RT to >spend an insane amount of time processing it. So, the mailgate times >out, but RT finishes processing the message....and then the mailgate >submits it again. "mailq" on your mail server and see if the message is >still queued for submission. The quick-and-easy fix is to change the >--timeout on your mail aliases Excellent - thanks for the quick response. Steve From ESchultz at corp.untd.com Thu May 18 11:08:59 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Thu, 18 May 2006 08:08:59 -0700 Subject: [rt-users] Multiple tickets per incoming email Message-ID: <5613F89D78D2F545A40423EBA5535C300F6DFD28@LAXEVS01.lax.corp.int.untd.com> > Stephen Turner wrote: > > We've just started having multiple, identical, tickets > generated by some > > mail messages sent to RT. I suspect this is not a problem > with RT, but I > > just wanted to ask - has anyone encountered this problem before? > > > > Yes. I've found this to happen when the message in question > causes RT to > spend an insane amount of time processing it. So, the mailgate times > out, but RT finishes processing the message....and then the mailgate > submits it again. "mailq" on your mail server and see if the > message is > still queued for submission. The quick-and-easy fix is to change the > --timeout on your mail aliases And I've noticed that this happens for "large" attachments - in some cases at only 2MB, but definitely around the 5 or 10MB range. BTW, this is only for an Oracle backend - I have the exact same configuration with a MySQL backend, and there isn't a problem. Never did figure out what the problem was with Oracle, just turned on the attachment size limitation in RT's site config, and made it 1MB. Never did figure out what was wrong with Oracle to cause this, so if this is your RDBMS, and you figure it out, I'd love to know :-) On the plus side, it caused me to write some smarter attachment handling code for both the web UI and the email interface. Eric Schultz United Online From sturner at MIT.EDU Thu May 18 11:14:50 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 18 May 2006 11:14:50 -0400 Subject: [rt-users] Multiple tickets per incoming email In-Reply-To: <5613F89D78D2F545A40423EBA5535C300F6DFD28@LAXEVS01.lax.corp .int.untd.com> References: <5613F89D78D2F545A40423EBA5535C300F6DFD28@LAXEVS01.lax.corp.int.untd.com> Message-ID: <6.2.3.4.2.20060518111140.034f7d30@po14.mit.edu> At Thursday 5/18/2006 11:08 AM, Schultz, Eric wrote: >And I've noticed that this happens for "large" attachments - in some >cases at only 2MB, but definitely around the 5 or 10MB range. BTW, this >is only for an Oracle backend - I have the exact same configuration with >a MySQL backend, and there isn't a problem. Never did figure out what >the problem was with Oracle, just turned on the attachment size >limitation in RT's site config, and made it 1MB. Never did figure out >what was wrong with Oracle to cause this, so if this is your RDBMS, and >you figure it out, I'd love to know :-) On the plus side, it caused me >to write some smarter attachment handling code for both the web UI and >the email interface. > >Eric Schultz >United Online We are also using Oracle (9.2.0) and I believe the problem is caused by large attachments. I don't have any ideas about why Oracle would be slow to handle these attachments. I'd be interested to hear about what you did in the code to handle attachments better. Thanks, Steve From ESchultz at corp.untd.com Thu May 18 11:37:18 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Thu, 18 May 2006 08:37:18 -0700 Subject: [rt-users] Multiple tickets per incoming email Message-ID: <5613F89D78D2F545A40423EBA5535C300F6DFD54@LAXEVS01.lax.corp.int.untd.com> > At Thursday 5/18/2006 11:08 AM, Schultz, Eric wrote: > > >And I've noticed that this happens for "large" attachments - in some > >cases at only 2MB, but definitely around the 5 or 10MB > range. BTW, this > >is only for an Oracle backend - I have the exact same > configuration with > >a MySQL backend, and there isn't a problem. Never did > figure out what > >the problem was with Oracle, just turned on the attachment size > >limitation in RT's site config, and made it 1MB. Never did > figure out > >what was wrong with Oracle to cause this, so if this is your > RDBMS, and > >you figure it out, I'd love to know :-) On the plus side, > it caused me > >to write some smarter attachment handling code for both the > web UI and > >the email interface. > > > >Eric Schultz > >United Online > > We are also using Oracle (9.2.0) and I believe the problem is caused > by large attachments. I don't have any ideas about why Oracle would > be slow to handle these attachments. > > I'd be interested to hear about what you did in the code to handle > attachments better. > > Thanks, > Steve Ideally, I'd put this and other code I've written on the wiki. But I don't have an account. When I tried to create a new page as AnonymousGnome, I found that there was a content-length limitation, so I couldn't post everything I did for my change. People have been asking for other modifications I have made as well, such as my bulk edit for custom fields code, or the bugfixes for the mandatory custom field code that I backported from 3.5.x to 3.4.x. Etc. Eric Schultz United Online From mag at caravan.ru Thu May 18 11:46:27 2006 From: mag at caravan.ru (Alexey G Misyurenko) Date: Thu, 18 May 2006 19:46:27 +0400 Subject: [rt-users] Re: CachedGroupMembers table size In-Reply-To: <589c94400605180736h45d21fc0r19160753d3412640@mail.gmail.com> References: <446C71F8.3080608@caravan.ru> <446C763E.4050808@caravan.ru> <589c94400605180736h45d21fc0r19160753d3412640@mail.gmail.com> Message-ID: <446C96D3.8060506@caravan.ru> Ruslan Zakirov wrote: > Yep, it's normal. I have code branch where I experiment with ideas on > how to get rid of some useless groups. > Is any documents on the NET where I can read how to optimize (compact) information on this tables or delete some information without risk? I ask because we have I big speed degradation. $RT::Handle->BeginTransaction() from SetOwner from Ticket_Overlay.pm take about 200 second to run. DB & Apache allreade run on different servers. > On 5/18/06, Alexey G Misyurenko wrote: >> Alexey G Misyurenko wrote: >> > Hello! >> > >> > Is it normal that CachedGroupMembers table contain about 4'500'000 >> records? >> > >> >> Also is it normal that table Group & Principal contain 2'000'000 records >> (each one)? >> >> And is it normal that table Group containe record's >> where field Name is like 'User {digits}'? >> >> >> > rt: 3.4.4 >> > about: 500'000 tickets >> > DB: Oracle >> > >> >> >> -- >> WBR, Alexey G Misyurenko ( MAG-RIPE | MMAGG-RIPN ) >> CTO of Caravan ISP http://www.caravan.ru >> Phone: +7 495 3632252 Cell: +7 495 5082794 >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> We're hiring! Come hack Perl for Best Practical: >> http://bestpractical.com/about/jobs.html >> > > -- WBR, Alexey G Misyurenko ( MAG-RIPE | MMAGG-RIPN ) CTO of Caravan ISP http://www.caravan.ru Phone: +7 495 3632252 Cell: +7 495 5082794 From mag at caravan.ru Thu May 18 12:00:05 2006 From: mag at caravan.ru (Alexey G Misyurenko) Date: Thu, 18 May 2006 20:00:05 +0400 Subject: [rt-users] Re: CachedGroupMembers table size In-Reply-To: <446C96D3.8060506@caravan.ru> References: <446C71F8.3080608@caravan.ru> <446C763E.4050808@caravan.ru> <589c94400605180736h45d21fc0r19160753d3412640@mail.gmail.com> <446C96D3.8060506@caravan.ru> Message-ID: <446C9A05.9090006@caravan.ru> Hello! Some additional information. Oracle DBA inform that "Take" operation make next one SQL Request SELECT * FROM (SELECT limitquery.*, ROWNUM limitrownum FROM (SELECT acl.ID FROM acl, GROUPS, principals, cachedgroupmembers WHERE ( acl.rightname = 'SuperUser' OR acl.rightname = 'DelegateRights' ) AND principals.disabled = 0 AND cachedgroupmembers.disabled = 0 AND principals.ID = GROUPS.ID AND principals.ID = cachedgroupmembers.groupid AND cachedgroupmembers.memberid = '10' AND ( acl.objecttype = 'RT::System' OR acl.objecttype = 'RT::System' AND acl.objectid = '1' ) AND acl.principalid = principals.ID AND acl.principaltype = 'Group' AND ( GROUPS.domain = 'SystemInternal' OR GROUPS.domain = 'UserDefined' OR GROUPS.domain = 'ACLEquivalence' OR GROUPS.domain = 'Personal' )) limitquery WHERE ROWNUM <= 1) WHERE limitrownum >= 1 This request is "havy" for any Database if GROUPS contain 2'000'000 records, principals - 2'000'000 and cachedgroupmembers = 4'500'000 Alexey G Misyurenko wrote: > Ruslan Zakirov wrote: >> Yep, it's normal. I have code branch where I experiment with ideas on >> how to get rid of some useless groups. >> > > Is any documents on the NET where I can read how to optimize (compact) > information on this tables or delete some information without risk? > > I ask because we have I big speed degradation. > $RT::Handle->BeginTransaction() from SetOwner from Ticket_Overlay.pm > take about 200 second to run. > > DB & Apache allreade run on different servers. > > > >> On 5/18/06, Alexey G Misyurenko wrote: >>> Alexey G Misyurenko wrote: >>> > Hello! >>> > >>> > Is it normal that CachedGroupMembers table contain about 4'500'000 >>> records? >>> > >>> >>> Also is it normal that table Group & Principal contain 2'000'000 records >>> (each one)? >>> >>> And is it normal that table Group containe record's >>> where field Name is like 'User {digits}'? >>> >>> >>> > rt: 3.4.4 >>> > about: 500'000 tickets >>> > DB: Oracle >>> > >>> >>> >>> -- >>> WBR, Alexey G Misyurenko ( MAG-RIPE | MMAGG-RIPN ) >>> CTO of Caravan ISP http://www.caravan.ru >>> Phone: +7 495 3632252 Cell: +7 495 5082794 >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >>> >>> We're hiring! Come hack Perl for Best Practical: >>> http://bestpractical.com/about/jobs.html >>> >> >> > > -- WBR, Alexey G Misyurenko ( MAG-RIPE | MMAGG-RIPN ) CTO of Caravan ISP http://www.caravan.ru Phone: +7 495 3632252 Cell: +7 495 5082794 From ruslan.zakirov at gmail.com Thu May 18 12:27:55 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 18 May 2006 20:27:55 +0400 Subject: [rt-users] Re: CachedGroupMembers table size In-Reply-To: <446C96D3.8060506@caravan.ru> References: <446C71F8.3080608@caravan.ru> <446C763E.4050808@caravan.ru> <589c94400605180736h45d21fc0r19160753d3412640@mail.gmail.com> <446C96D3.8060506@caravan.ru> Message-ID: <589c94400605180927y67efb441g983939d353622d@mail.gmail.com> On 5/18/06, Alexey G Misyurenko wrote: > Ruslan Zakirov wrote: > > Yep, it's normal. I have code branch where I experiment with ideas on > > how to get rid of some useless groups. > > > > Is any documents on the NET where I can read how to optimize (compact) > information on this tables or delete some information without risk? You can use RTx::Shredder to delete tickets and other objects from RT. I think you couldn't just delete those groups even with shredder as RT now relies on them. > > I ask because we have I big speed degradation. > $RT::Handle->BeginTransaction() from SetOwner from Ticket_Overlay.pm > take about 200 second to run. > > DB & Apache allreade run on different servers. > > > > > On 5/18/06, Alexey G Misyurenko wrote: > >> Alexey G Misyurenko wrote: > >> > Hello! > >> > > >> > Is it normal that CachedGroupMembers table contain about 4'500'000 > >> records? > >> > > >> > >> Also is it normal that table Group & Principal contain 2'000'000 records > >> (each one)? > >> > >> And is it normal that table Group containe record's > >> where field Name is like 'User {digits}'? > >> > >> > >> > rt: 3.4.4 > >> > about: 500'000 tickets > >> > DB: Oracle > >> > > >> > >> > >> -- > >> WBR, Alexey G Misyurenko ( MAG-RIPE | MMAGG-RIPN ) > >> CTO of Caravan ISP http://www.caravan.ru > >> Phone: +7 495 3632252 Cell: +7 495 5082794 > >> _______________________________________________ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> Community help: http://wiki.bestpractical.com > >> Commercial support: sales at bestpractical.com > >> > >> > >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >> Buy a copy at http://rtbook.bestpractical.com > >> > >> > >> We're hiring! Come hack Perl for Best Practical: > >> http://bestpractical.com/about/jobs.html > >> > > > > > > > -- > WBR, Alexey G Misyurenko ( MAG-RIPE | MMAGG-RIPN ) > CTO of Caravan ISP http://www.caravan.ru > Phone: +7 495 3632252 Cell: +7 495 5082794 > -- Best regards, Ruslan. From hwagener at hamburg.fcb.com Thu May 18 12:31:57 2006 From: hwagener at hamburg.fcb.com (Wagener, Harald) Date: Thu, 18 May 2006 18:31:57 +0200 Subject: [rt-users] status of Steal Ticket feature? In-Reply-To: <1147901040.8333.23.camel@s60r.ination.com> Message-ID: Am 17.05.2006 23:23 Uhr schrieb "Joshua Colson" unter : > I can confirm this also. I have a SuperUser (using RT 3.6) who is unable > to take ownership of a ticket. If I assign the OwnTicket right to the > user then it works. I just hadn't gotten around to digging deeper for > (what I'm assuming is) a bug. It's a feature. The SuperUser has all rights regarding management of the system, but not regarding working on tickets. This is a documented functional change. 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 brendanarnold at gmail.com Thu May 18 12:44:53 2006 From: brendanarnold at gmail.com (Brendan Arnold) Date: Thu, 18 May 2006 17:44:53 +0100 Subject: [rt-users] Lack of trailing slash causing porblems in IE In-Reply-To: <20060511163803.GB9167@smarterliving.com> References: <5ed41c130604201102l5674de49of1f27a568ea19daa@mail.gmail.com> <20060421153647.GH24532@bestpractical.com> <589c94400604210912j40656e1cxf9de8c05a02ac515@mail.gmail.com> <5ed41c130604270546l3660a2a0r33c0423b607a120a@mail.gmail.com> <589c94400604271410n7c85069bjbb7120c01e6d205d@mail.gmail.com> <5ed41c130604280654q5f383202if164ab7aee3cc94f@mail.gmail.com> <589c94400604281433h4eeec5a8p8ea1746bdca81723@mail.gmail.com> <5ed41c130605080934o46e188b9v393f06f71acf884a@mail.gmail.com> <20060511163803.GB9167@smarterliving.com> Message-ID: <5ed41c130605180944u2e2fa731hf0062e7eb366a858@mail.gmail.com> Hi JB, I'm glad its not just me! My boss is starting to put the pressure on for me to fix this before I roll RT out to other people on our network. Just out of curiosity, does your server have multiple DNS aliases? Ours for instance is known as 'burs-unx004.wbd' as well as 'estates'. Our SSL certificate was generated for the name 'estates' although nslookup returns 'burs-unx004.wbd' as the computer name linked with the IP. I heard IE has trouble linking IPs with names, maybe this could be the cause? Brendan I On 5/11/06, JB Segal wrote: > Quoth Brendan Arnold (brendanarnold at gmail.com): > > Hi again, > > > > I still have the problem. I have found out some more information > > though. After checking the logs it seems that IE, when submitting the > > form info, actually does not generate a log entry. Also the 'Page > > cannot be found' error appears almost immediately which gives me the > > impression that IE does not even attempt to connect to the server > > before it gives the error. It also seems to happen more often if you > > wait about 60 seconds or more before submitting the form. > > > > Does anyone else have this problem as it is driving me crazy! > > > > Regards, > > > > Brendan > > > This is unrelated to RT, but I've been bashing my head against the > IE/mod_ssl/'DNS Error' problem for the past week or 2, with both apache > 1.3.x and 2.0.x. > > I don't have the slightest clue at this point what it is. :/ > > Just thought you'd like to know you're not alone. > > JB > -- > JB Segal 617-886-5575 www.smartertravel.com > Systems/Network Admin. 465 Medford St. Ste 400 www.bookingbuddy.com > Smarter Living, Inc. Boston, MA 02129 www.tripmania.com > From mikef at ack.Berkeley.EDU Thu May 18 12:24:46 2006 From: mikef at ack.Berkeley.EDU (Mike Friedman) Date: Thu, 18 May 2006 09:24:46 -0700 (PDT) Subject: [rt-users] Finding a merged ticket via API Message-ID: <20060518090137.V69720@malcolm.berkeley.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I have a perl script that uses the RT API to find tickets meeting certain criteria. For example, all tickets with a specified string in the subject, or a ticket with a specific ID. It works fine, except tickets that have been merged into other tickets are not found under their original IDs. Yet, in the Web interface, if I enter a ticket ID that has been merged into another, it will show me the other ticket, which is what I want. What do I have to do in my API script to accomplish what the Web interface does? For example, if ticket 12345 has been merged into ticket 23456, I'd like to be able to tell my script I want to see ticket 12345 and have it show me ticket 23456. My script has this code: my $TicketList = RT::Tickets->new($RT::SystemUser); my $TicketObj = RT::Ticket->new($RT::SystemUser); ... $TicketList->LimitId(OPERATOR => '=', VALUE => $opt_i); ... $TicketNextObj = $TicketList->First; unless ($TicketNextObj) { exit; } while ($TicketNextObj) { $TicketObj->Load($TicketNextObj->Id); ... ... $TicketNextObj = $TicketList->Next; } (where '$opt_i' is the ticket ID supplied as an option argument to the script). Similarly, if a string is supplied as argument to the script, I use this search: $TicketList->LimitSubject(OPERATOR => 'LIKE', VALUE => $string); In both of the above cases, ticket IDs that have been merged are not found. Is there something I must add to my code to get the same result as I would through the Web interface? I could live with the second search returning only the merged ticket ID in the list of tickets meeting the Subject criteria, as it does now. But, in the first case, when I ask for a specific ticket ID, I'd like to get the information for the merged ticket instead of just 'Not found'. 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/AwUBRGyf0q0bf1iNr4mCEQLSYACfUrUkvdRBIpqYWpTa4sClDO8kxg4AoKVK FhS2a5ieiaapu1M+ZIJdhK9J =PrFN -----END PGP SIGNATURE----- From ruslan.zakirov at gmail.com Thu May 18 13:25:31 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 18 May 2006 21:25:31 +0400 Subject: [rt-users] Re: CachedGroupMembers table size In-Reply-To: <446C9A05.9090006@caravan.ru> References: <446C71F8.3080608@caravan.ru> <446C763E.4050808@caravan.ru> <589c94400605180736h45d21fc0r19160753d3412640@mail.gmail.com> <446C96D3.8060506@caravan.ru> <446C9A05.9090006@caravan.ru> Message-ID: <589c94400605181025m7d7e05cfg206003845b8efbed@mail.gmail.com> Make sure you have an index on CachedGroupMembers.MemberId. On 5/18/06, Alexey G Misyurenko wrote: > Hello! > > Some additional information. Oracle DBA inform that "Take" operation > make next one SQL Request > > SELECT * > FROM (SELECT limitquery.*, ROWNUM limitrownum > FROM (SELECT acl.ID > FROM acl, GROUPS, principals, cachedgroupmembers > WHERE ( acl.rightname = 'SuperUser' > OR acl.rightname = 'DelegateRights' > ) > AND principals.disabled = 0 > AND cachedgroupmembers.disabled = 0 > AND principals.ID = GROUPS.ID > AND principals.ID = cachedgroupmembers.groupid > AND cachedgroupmembers.memberid = '10' > AND ( acl.objecttype = 'RT::System' > OR acl.objecttype = 'RT::System' AND acl.objectid > = '1' > ) > AND acl.principalid = principals.ID > AND acl.principaltype = 'Group' > AND ( GROUPS.domain = 'SystemInternal' > OR GROUPS.domain = 'UserDefined' > OR GROUPS.domain = 'ACLEquivalence' > OR GROUPS.domain = 'Personal' > )) limitquery > WHERE ROWNUM <= 1) > WHERE limitrownum >= 1 > > This request is "havy" for any Database if > > GROUPS contain 2'000'000 records, principals - 2'000'000 and > cachedgroupmembers = 4'500'000 > > > Alexey G Misyurenko wrote: > > Ruslan Zakirov wrote: > >> Yep, it's normal. I have code branch where I experiment with ideas on > >> how to get rid of some useless groups. > >> > > > > Is any documents on the NET where I can read how to optimize (compact) > > information on this tables or delete some information without risk? > > > > I ask because we have I big speed degradation. > > $RT::Handle->BeginTransaction() from SetOwner from Ticket_Overlay.pm > > take about 200 second to run. > > > > DB & Apache allreade run on different servers. > > > > > > > >> On 5/18/06, Alexey G Misyurenko wrote: > >>> Alexey G Misyurenko wrote: > >>> > Hello! > >>> > > >>> > Is it normal that CachedGroupMembers table contain about 4'500'000 > >>> records? > >>> > > >>> > >>> Also is it normal that table Group & Principal contain 2'000'000 records > >>> (each one)? > >>> > >>> And is it normal that table Group containe record's > >>> where field Name is like 'User {digits}'? > >>> > >>> > >>> > rt: 3.4.4 > >>> > about: 500'000 tickets > >>> > DB: Oracle > >>> > > >>> > >>> > >>> -- > >>> WBR, Alexey G Misyurenko ( MAG-RIPE | MMAGG-RIPN ) > >>> CTO of Caravan ISP http://www.caravan.ru > >>> Phone: +7 495 3632252 Cell: +7 495 5082794 > >>> _______________________________________________ > >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >>> > >>> Community help: http://wiki.bestpractical.com > >>> Commercial support: sales at bestpractical.com > >>> > >>> > >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >>> Buy a copy at http://rtbook.bestpractical.com > >>> > >>> > >>> We're hiring! Come hack Perl for Best Practical: > >>> http://bestpractical.com/about/jobs.html > >>> > >> > >> > > > > > > > -- > WBR, Alexey G Misyurenko ( MAG-RIPE | MMAGG-RIPN ) > CTO of Caravan ISP http://www.caravan.ru > Phone: +7 495 3632252 Cell: +7 495 5082794 > -- Best regards, Ruslan. From pkime at Shopzilla.com Thu May 18 13:49:15 2006 From: pkime at Shopzilla.com (Philip Kime) Date: Thu, 18 May 2006 10:49:15 -0700 Subject: [rt-users] RE: Why would I want to ... Message-ID: <58B1112F0EEB7349AE14A0AA46F9CEC00137AB7C@szexchange.Shopzilla.inc> I think that the problem I see is that the Watcher Roles do two things - they mean that people get certain email notifications and they also provide a mechanism for rights application. If one needs/wants to keep these separate, it can be confusing. For example, if you want some people to get email about a certain Queue/Ticket, a CC or AdminCC Right is useful but if you also apply Rights through these Roles, it's a problem if you only want them to be able to look at the emails and not have any more Rights on the Queue/Ticket. My situation is more like this, I have one Queue per department and two groups per queue: Queue x Group x Group x-ADMIN If a user is a member of Group x-ADMIN, they are also a member of Group x, to save duplication of Rights between these two groups. Group x-ADMIN has a few more rights on Queue x than Group x. So I rarely need permissions on the CC or AdminCC roles and was trying to work out how these Roles fit in to my schema. Group x has AdminCC on Queue x so all mail about all tickets is seen by all members of the group. In this scenario, applying the Rights through the AdminCC role and adding Group x to this role has the following consequences, it seems: If I need another Group y to have Rights on Queue x which differ from the Rights Group x has on Queue x, then there are two possible problems. 1. If Group y needs more Rights, these Rights have to be added to the Group y for Queue x, not on the AdminCC Role otherwise Group x gets them too. This defeats the object of applying the rights through the AdminCC Role and things start to get messy. 2. If Group y needs less Rights and Rights are applied through the AdminCC role of Queue x, this isn't possible. Applying the Rights directly to the Groups for Queue x means different groups can have different Rights on the Queue and if they both have the (Rights-less) AdminCC role too, they both get the emails. From lesmikesell at gmail.com Thu May 18 14:00:14 2006 From: lesmikesell at gmail.com (Les Mikesell) Date: Thu, 18 May 2006 13:00:14 -0500 Subject: [rt-users] Lack of trailing slash causing porblems in IE In-Reply-To: <5ed41c130605080934o46e188b9v393f06f71acf884a@mail.gmail.com> References: <5ed41c130604201102l5674de49of1f27a568ea19daa@mail.gmail.com> <20060421153647.GH24532@bestpractical.com> <589c94400604210912j40656e1cxf9de8c05a02ac515@mail.gmail.com> <5ed41c130604270546l3660a2a0r33c0423b607a120a@mail.gmail.com> <589c94400604271410n7c85069bjbb7120c01e6d205d@mail.gmail.com> <5ed41c130604280654q5f383202if164ab7aee3cc94f@mail.gmail.com> <589c94400604281433h4eeec5a8p8ea1746bdca81723@mail.gmail.com> <5ed41c130605080934o46e188b9v393f06f71acf884a@mail.gmail.com> Message-ID: <1147975214.24304.75.camel@moola.futuresource.com> On Mon, 2006-05-08 at 11:34, Brendan Arnold wrote: > Hi again, > > I still have the problem. I have found out some more information > though. After checking the logs it seems that IE, when submitting the > form info, actually does not generate a log entry. Also the 'Page > cannot be found' error appears almost immediately which gives me the > impression that IE does not even attempt to connect to the server > before it gives the error. It also seems to happen more often if you > wait about 60 seconds or more before submitting the form. > > Does anyone else have this problem as it is driving me crazy! If the URL actually refers to a directory, expecting to hit the default index page and you omit the trailing /, the server will send a redirect with the slash to normalize the URL so relative links on the page will work. The redirect should be to the same hostname as the original URL contained, but if you have UseCanonicalName on in your httpd.conf (and I think it's the default), it will instead be the name specified in ServerName. If you are getting a client DNS error on the redirects, maybe you have a typo in your ServerName. -- Les Mikesell les at futuresource.com From mikef at ack.Berkeley.EDU Thu May 18 14:24:21 2006 From: mikef at ack.Berkeley.EDU (Mike Friedman) Date: Thu, 18 May 2006 11:24:21 -0700 (PDT) Subject: [rt-users] Finding a merged ticket via API In-Reply-To: <20060518090137.V69720@malcolm.berkeley.edu> References: <20060518090137.V69720@malcolm.berkeley.edu> Message-ID: <20060518112138.F69720@malcolm.berkeley.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On Thu, 18 May 2006 at 09:24 (-0700), I wrote: > I have a perl script that uses the RT API to find tickets meeting > certain criteria. For example, all tickets with a specified string in > the subject, or a ticket with a specific ID. It works fine, except > tickets that have been merged into other tickets are not found under > their original IDs. Yet, in the Web interface, if I enter a ticket ID > that has been merged into another, it will show me the other ticket, > which is what I want. > > What do I have to do in my API script to accomplish what the Web > interface does? For example, if ticket 12345 has been merged into > ticket 23456, I'd like to be able to tell my script I want to see ticket > 12345 and have it show me ticket 23456. Never mind. I've accomplished what I want just by using the $TicketObj->Load method, instead of $TicketList->LimitID. Apparently the latter doesn't know how to resolve links. 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/AwUBRGy72K0bf1iNr4mCEQLQdwCaA802ACf7nmFrBQmfaBfr/GQh1sIAniV+ gRxF6bAo35nsQoFb+JHFC3Gc =gycX -----END PGP SIGNATURE----- From jboris at adphila.org Thu May 18 14:41:24 2006 From: jboris at adphila.org (John Boris) Date: Thu, 18 May 2006 14:41:24 -0400 Subject: [rt-users] Modify AutoReply script Message-ID: I want to create a Queue that will not generate an AutoReply when a ticket is created. I am setting up a queue to log my backup summaries from my server pool. I don't need a reply back to a backup daemon. The AutoReply scrip is a Global one and if I try to remove it I remove it from the entire system. I want to add an option that will send an AutoReply unless the queue is equal to "Backup" (My backup Queue). TIA John J. Boris, Sr. JEN-A-SyS Administrator Archdiocese of Philadelphia "Remember! That light at the end of the tunnel Just might be the headlight of an oncoming train!" From cjayaprakashreddy at yahoo.com Thu May 18 14:59:14 2006 From: cjayaprakashreddy at yahoo.com (JP Chilumula) Date: Thu, 18 May 2006 11:59:14 -0700 (PDT) Subject: [rt-users] child pid exit signal Segmentation fault (11) In-Reply-To: <58B1112F0EEB7349AE14A0AA46F9CEC00137AB7C@szexchange.Shopzilla.inc> Message-ID: <20060518185914.27613.qmail@web36904.mail.mud.yahoo.com> Dear RTers, I have a setup of rt-3.4.5 with mod_perl-1.29, apache_1.3.33, Oracle 10.2g. It has been running fine since the last few months. However, it just started complaining - giving me an Internal Server Error. Right now, I am unable to do anything. Once in a while, after a few refreshes, the home page comes up ok. Apache logs revealed: child pid exit signal Segmentation fault (11) Any suggestions on how to proceed? Thanks a million!! JP. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jauty at indiana.edu Thu May 18 15:02:41 2006 From: jauty at indiana.edu (Joe Auty) Date: Thu, 18 May 2006 15:02:41 -0400 Subject: [rt-users] status of Steal Ticket feature? In-Reply-To: <23F47E6C-E8FB-49EC-B4F2-0FCFD7A3DBB6@indiana.edu> References: <185F9B9F-45B1-4307-B589-848848EDFB1D@indiana.edu> <1147901040.8333.23.camel@s60r.ination.com> <23F47E6C-E8FB-49EC-B4F2-0FCFD7A3DBB6@indiana.edu> Message-ID: <6930820A-8C75-4ED7-967D-EB7D37CF4E21@indiana.edu> Solved this problem... I suck. I was trying to steal the ticket by reassigning it within the "owner" pull-down. It doesn't work here, but that big old "steal" link at the top of the screen works just fine... =) I'd fine this as a bug, but not earth shattering in severity. On May 17, 2006, at 7:38 PM, Joe Auty wrote: > Thanks for this! > > Unfortunately, I've given my users own, steal, and take abilities > and while I can claim ownership on a ticket, I cannot steal one.... > > Any ideas? > > On May 17, 2006, at 7:34 PM, Jesse Vincent wrote: > >> From the UPGRADING file in the distribution: >> >> ******* >> >> UPGRADING FROM 3.5.7 and earlier - Changes: >> >> Scrips are now prepared and committed in order alphanumerically by >> description. >> This means that you can prepend a number (00, 07, 15, 24) to the >> beginning of >> each scrip's description, and they will run in that order. >> Depending on your >> database, the old ordering may have been by scrip id number -- if >> that is the >> case, simply prepend the scrip id number to the beginning of its >> description. >> >> >> UPGRADING FROM 3.5.1 and earlier - Changes: >> >> The default for $RedistributeAutoGeneratedMessages has changed to >> 'privileged', to make out-of-the-box installations more resistant >> to mail loops. If you rely on the old default of redistributing to >> all watchers, you'll need to set it explicitly now. >> >> >> UPGRADING FROM 3.3.14 and earlier - Changes: >> >> The "ModifyObjectCustomFieldValues" right name was too long. It's >> been changed to >> "ModifyCustomField" >> >> >> UPGRADING FROM 3.3.11 and earlier - Changes: >> >> = Rights Changes = >> >> Custom Fields now have an additional right "ModifyCustomField". >> This right governs whether a user can modify an object's custom >> field values >> for a particular custom field. This includes adding, deleting and >> changing values. >> >> >> UPGRADING FROM 3.2 and earlier - Changes: >> >> = Rights changes = >> >> Now, if you want any user to be able to access the Admin tools >> (a.k.a. >> the Configuration tab), you must grant that user the "ShowConfigTab" >> right. Making the user a privileged user is no longer sufficient. >> >> "SuperUser" users are no longer automatically added to the list of >> users who can own tickets in a queue. You now need to explicitly >> give them t >> he "own tickets" right. >> >> >> >> >> On May 17, 2006, at 5:23 PM, Joshua Colson wrote: >> >>> On Wed, 2006-05-17 at 17:16 -0400, Joe Auty wrote: >>>> Hello, >>>> >>>> I've set my users with global superuser permissions, but for some >>>> reason this wasn't enough to own a ticket. I set them with own >>>> permissions, and now they can be assigned tickets. >>> >>> I can confirm this also. I have a SuperUser (using RT 3.6) who is >>> unable >>> to take ownership of a ticket. If I assign the OwnTicket right to >>> the >>> user then it works. I just hadn't gotten around to digging deeper >>> for >>> (what I'm assuming is) a bug. >>> >>> -- >>> Joshua Colson >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >>> >>> We're hiring! Come hack Perl for Best Practical: http:// >>> bestpractical.com/about/jobs.html >>> >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > Media.Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http:// > bestpractical.com/about/jobs.html ----------- Joe Auty UITS Messaging Indiana University jauty at indiana.edu From natecars at natecarlson.com Thu May 18 15:31:25 2006 From: natecars at natecarlson.com (Nate Carlson) Date: Thu, 18 May 2006 14:31:25 -0500 (CDT) Subject: [rt-users] Custom fields: pull info from a database? Message-ID: Is it possible to have a Custom Field populated by info from a database or something along those lines? I'd like to be able to define it as a dropdown box that the user can pick an item from, but am not finding any docs on how to go about this.. figured I'd ask before going to read the source. :) Thanks for any pointers! ------------------------------------------------------------------------ | nate carlson | natecars at natecarlson.com | http://www.natecarlson.com | | depriving some poor village of its idiot since 1981 | ------------------------------------------------------------------------ From todd at chaka.net Thu May 18 15:50:15 2006 From: todd at chaka.net (Todd Chapman) Date: Thu, 18 May 2006 15:50:15 -0400 Subject: [rt-users] Custom fields: pull info from a database? In-Reply-To: References: Message-ID: <20060518195015.GT16223@chaka.net> That is a feature of RT 3.8. I will be looking to back-port it into 3.6. Not sure how soon though... -Todd On Thu, May 18, 2006 at 02:31:25PM -0500, Nate Carlson wrote: > Is it possible to have a Custom Field populated by info from a database or > something along those lines? I'd like to be able to define it as a > dropdown box that the user can pick an item from, but am not finding any > docs on how to go about this.. figured I'd ask before going to read the > source. :) > > Thanks for any pointers! > > ------------------------------------------------------------------------ > | nate carlson | natecars at natecarlson.com | http://www.natecarlson.com | > | depriving some poor village of its idiot since 1981 | > ------------------------------------------------------------------------ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 natecars at natecarlson.com Thu May 18 15:51:27 2006 From: natecars at natecarlson.com (Nate Carlson) Date: Thu, 18 May 2006 14:51:27 -0500 (CDT) Subject: [rt-users] Custom fields: pull info from a database? In-Reply-To: <20060518195015.GT16223@chaka.net> References: <20060518195015.GT16223@chaka.net> Message-ID: On Thu, 18 May 2006, Todd Chapman wrote: > That is a feature of RT 3.8. I will be looking to back-port it into 3.6. > Not sure how soon though... Ah, great! So is 3.8 the currenty '3.7-EXPERIMENTAL' branch? ------------------------------------------------------------------------ | nate carlson | natecars at natecarlson.com | http://www.natecarlson.com | | depriving some poor village of its idiot since 1981 | ------------------------------------------------------------------------ From todd at chaka.net Thu May 18 16:22:46 2006 From: todd at chaka.net (Todd Chapman) Date: Thu, 18 May 2006 16:22:46 -0400 Subject: [rt-users] Custom fields: pull info from a database? In-Reply-To: References: <20060518195015.GT16223@chaka.net> Message-ID: <20060518202246.GU16223@chaka.net> On Thu, May 18, 2006 at 02:51:27PM -0500, Nate Carlson wrote: > On Thu, 18 May 2006, Todd Chapman wrote: > >That is a feature of RT 3.8. I will be looking to back-port it into 3.6. > >Not sure how soon though... > > Ah, great! > > So is 3.8 the currenty '3.7-EXPERIMENTAL' branch? > Yes. From ESchultz at corp.untd.com Thu May 18 16:23:14 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Thu, 18 May 2006 13:23:14 -0700 Subject: [rt-users] Custom fields: pull info from a database? Message-ID: <5613F89D78D2F545A40423EBA5535C300F6E0121@LAXEVS01.lax.corp.int.untd.com> > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Todd Chapman > Sent: Thursday, May 18, 2006 1:23 PM > To: Nate Carlson > Cc: RT-Users at lists.bestpractical.com > Subject: Re: [rt-users] Custom fields: pull info from a database? > > On Thu, May 18, 2006 at 02:51:27PM -0500, Nate Carlson wrote: > > On Thu, 18 May 2006, Todd Chapman wrote: > > >That is a feature of RT 3.8. I will be looking to > back-port it into 3.6. > > >Not sure how soon though... > > > > Ah, great! > > > > So is 3.8 the currenty '3.7-EXPERIMENTAL' branch? > > > > Yes. And if you backport it to 3.6, maybe I can backport it to 3.4 :-) Eric Schultz United Online From rrindels at gmail.com Thu May 18 17:04:31 2006 From: rrindels at gmail.com (Rodney Rindels) Date: Thu, 18 May 2006 15:04:31 -0600 Subject: [rt-users] Custom fields: pull info from a database? In-Reply-To: References: Message-ID: On 5/18/06, Nate Carlson wrote: > > Is it possible to have a Custom Field populated by info from a database or > something along those lines? I'd like to be able to define it as a > dropdown box that the user can pick an item from, but am not finding any > docs on how to go about this.. figured I'd ask before going to read the > source. :) > > Thanks for any pointers! > > ------------------------------------------------------------------------ > | nate carlson | natecars at natecarlson.com | http://www.natecarlson.com | > | depriving some poor village of its idiot since 1981 | > ------------------------------------------------------------------------ If your just needing this for GUI support in 3.4, its pretty simple to do, > just make sure your table is DBI::SearchBuilder sane, create the binding in > a mason component or custom module, and overlay the CustomField you need to > manipulate setting its form properties as RT expects for the post. > > Rodney > -------------- next part -------------- An HTML attachment was scrubbed... URL: From rrindels at gmail.com Thu May 18 17:04:31 2006 From: rrindels at gmail.com (Rodney Rindels) Date: Thu, 18 May 2006 15:04:31 -0600 Subject: [rt-users] Custom fields: pull info from a database? In-Reply-To: References: Message-ID: On 5/18/06, Nate Carlson wrote: > > Is it possible to have a Custom Field populated by info from a database or > something along those lines? I'd like to be able to define it as a > dropdown box that the user can pick an item from, but am not finding any > docs on how to go about this.. figured I'd ask before going to read the > source. :) > > Thanks for any pointers! > > ------------------------------------------------------------------------ > | nate carlson | natecars at natecarlson.com | http://www.natecarlson.com | > | depriving some poor village of its idiot since 1981 | > ------------------------------------------------------------------------ If your just needing this for GUI support in 3.4, its pretty simple to do, > just make sure your table is DBI::SearchBuilder sane, create the binding in > a mason component or custom module, and overlay the CustomField you need to > manipulate setting its form properties as RT expects for the post. > > Rodney > -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Thu May 18 17:23:41 2006 From: todd at chaka.net (Todd Chapman) Date: Thu, 18 May 2006 17:23:41 -0400 Subject: [rt-users] Custom fields: pull info from a database? In-Reply-To: References: Message-ID: <20060518212341.GW16223@chaka.net> On Thu, May 18, 2006 at 03:04:31PM -0600, Rodney Rindels wrote: > On 5/18/06, Nate Carlson wrote: > > > >Is it possible to have a Custom Field populated by info from a database or > >something along those lines? I'd like to be able to define it as a > >dropdown box that the user can pick an item from, but am not finding any > >docs on how to go about this.. figured I'd ask before going to read the > >source. :) > > > >Thanks for any pointers! > > > >------------------------------------------------------------------------ > >| nate carlson | natecars at natecarlson.com | http://www.natecarlson.com | > >| depriving some poor village of its idiot since 1981 | > >------------------------------------------------------------------------ > > > > > If your just needing this for GUI support in 3.4, its pretty simple to do, Even simpler in 3.6 with new callbacks, which could be back-ported to 3.4. From taan at cryologic.com Thu May 18 19:12:46 2006 From: taan at cryologic.com (taan) Date: Fri, 19 May 2006 09:12:46 +1000 Subject: [rt-users] Custom field template Message-ID: <446CFF6E.4060402@cryologic.com> Is there a way of having a custom field text box which already contains text when you enter the "Create a New Ticket" form. Basically I want a text box with headings already included that prompt for different information types. There are too many fields to create custom fields for them all, and they don't really need the structure or searchability of custom fields anyway. A free form text template would do the trick. thanks Taan From todd at chaka.net Thu May 18 21:02:58 2006 From: todd at chaka.net (Todd Chapman) Date: Thu, 18 May 2006 21:02:58 -0400 Subject: [rt-users] Custom field template In-Reply-To: <446CFF6E.4060402@cryologic.com> References: <446CFF6E.4060402@cryologic.com> Message-ID: <20060519010258.GY16223@chaka.net> In 3.6 there is a callback that makes it easy to use a specialized component for editing a specific custom field. On Fri, May 19, 2006 at 09:12:46AM +1000, taan wrote: > Is there a way of having a custom field text box which already contains > text when you enter the "Create a New Ticket" form. > Basically I want a text box with headings already included that prompt > for different information types. There are too many fields to create > custom fields for them all, and they don't really need the structure or > searchability of custom fields anyway. A free form text template would > do the trick. > > thanks > Taan > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 May 18 22:11:21 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 19 May 2006 06:11:21 +0400 Subject: [rt-users] child pid exit signal Segmentation fault (11) In-Reply-To: <20060518185914.27613.qmail@web36904.mail.mud.yahoo.com> References: <58B1112F0EEB7349AE14A0AA46F9CEC00137AB7C@szexchange.Shopzilla.inc> <20060518185914.27613.qmail@web36904.mail.mud.yahoo.com> Message-ID: <589c94400605181911g42085abcu7be062895cc7a4f9@mail.gmail.com> Most probably you've updated perl and didn't rebuild mod_perl, DBI and DBD::Oracle. On 5/18/06, JP Chilumula wrote: > Dear RTers, > > > I have a setup of rt-3.4.5 with mod_perl-1.29, apache_1.3.33, Oracle 10.2g. > It has > been running fine since the last few months. However, it just started > complaining - giving me an Internal Server Error. Right now, I am unable to > do anything. Once in a while, after a few refreshes, the home page comes up > ok. > > Apache logs revealed: child pid exit signal Segmentation fault (11) > > Any suggestions on how to proceed? > > Thanks a million!! > JP. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > > -- Best regards, Ruslan. From scott at 4th.com Fri May 19 01:56:14 2006 From: scott at 4th.com (Scott Courtney) Date: Fri, 19 May 2006 01:56:14 -0400 Subject: [rt-users] QueryBuilder::Tree error In-Reply-To: <20060517075345.64157.qmail@web60311.mail.yahoo.com> References: <20060517075345.64157.qmail@web60311.mail.yahoo.com> Message-ID: <200605190156.14973.scott@4th.com> On Wednesday 17 May 2006 03:53, Pedro Ferreira wrote: > no way, it doesn't work!!!!! > I removed Tree::Simple and Scalar::Util > I re-installed it using perl CPAN > > I always get the error: > > Can't locate object method "new" via package > "RT::Interface::Web::QueryBuilder::Tree" at > /opt/rt3/share/html/Search/Build.html line 288. > > and > > Undefined subroutine &Scalar::Util::weaken called at > /opt/rt3/lib/RT/Action/Generic.pm line 108. Did you remember to rebuild mod_perl? Scott -- ------------------------------------------------------------------------------ Scott Courtney | "I don't mind Microsoft making money. I mind them scott at 4th.com | having a bad operating system." -- Linus Torvalds http://4th.com/ | ("The Rebel Code," NY Times, 21 February 1999) | PGP Public Key at http://4th.com/keys/scott.pubkey From rt-users at mjch.net Fri May 19 02:04:26 2006 From: rt-users at mjch.net (Malcolm Herbert) Date: Fri, 19 May 2006 16:04:26 +1000 Subject: [rt-users] removing an email address from an incoming ticket? Message-ID: <20060519060426.GB1656@mjch.net> I tend to use RT in a 'stealth' manner, in that I encourage my users to send an email to me directly, then I'll bounce it to the relevant queue after I've determined that it's a job to look at ... Unfortunately this means that I end up as a Cc: on the ticket, which means I get a duplicate copy of any email associated with it ... Is there any easy way to prevent that behaviour? -- Malcolm Herbert This brain intentionally mjch at mjch.net left blank From flori at bin.org.in Fri May 19 04:34:12 2006 From: flori at bin.org.in (FLoh Leeber) Date: Fri, 19 May 2006 10:34:12 +0200 Subject: [rt-users] Mysql: transactions not supported... Message-ID: <446D8304.10301@bin.org.in> Hi there! For whatever reason RT3 started to complain in the following way when doing updates on Tickets: *System error* *error:* Transactions not supported by database at /usr/lib/perl5/DBI.pm line 1625. *context:* *...* *1621:* sub begin_work { *1622:* my $dbh = shift; *1623:* return $dbh->set_err(1, "Already in a transaction") *1624:* unless $dbh->FETCH('AutoCommit'); *1625:* $dbh->STORE('AutoCommit', 0); # will croak if driver doesn't support it *1626:* $dbh->STORE('BegunWork', 1); # trigger post commit/rollback action *1627:* return 1; *1628:* } *1629:* *...* *code stack:* /usr/lib/perl5/DBI.pm:1625 /usr/share/perl5/DBIx/SearchBuilder/Handle.pm:669 /usr/share/request-tracker3/lib/RT/Ticket_Overlay.pm:3109 /usr/share/request-tracker3/lib/RT/Interface/Web.pm:1091 /usr/share/request-tracker3/html/Ticket/Display.html:111 /usr/share/request-tracker3/html/Ticket/Update.html:196 /usr/share/request-tracker3/html/autohandler:200 raw error Apparently, some system updates may have caused this. When further investigating this I noticed that the DB tables were all MyISAM and InnoDB was disdabled. I corrected this, and converted all the tables to InnoDB, still the driver doesnt like the transactions. Any ideas? kind regards, F. Leeber From rt-users at rock-tnsc.com Fri May 19 05:32:22 2006 From: rt-users at rock-tnsc.com (Felix Zhu) Date: Fri, 19 May 2006 17:32:22 +0800 Subject: [rt-users] Starting ticket number Message-ID: <446D90A6.3030802@rock-tnsc.com> Hi all, With default RT installation, ticket number will start at 1. How can I set up the starting ticket number? Thanks Felix From brendanarnold at gmail.com Fri May 19 11:04:49 2006 From: brendanarnold at gmail.com (Brendan Arnold) Date: Fri, 19 May 2006 16:04:49 +0100 Subject: [rt-users] Lack of trailing slash causing porblems in IE In-Reply-To: <1147975014.24304.73.camel@moola.futuresource.com> References: <5ed41c130604201102l5674de49of1f27a568ea19daa@mail.gmail.com> <20060421153647.GH24532@bestpractical.com> <589c94400604210912j40656e1cxf9de8c05a02ac515@mail.gmail.com> <5ed41c130604270546l3660a2a0r33c0423b607a120a@mail.gmail.com> <589c94400604271410n7c85069bjbb7120c01e6d205d@mail.gmail.com> <5ed41c130604280654q5f383202if164ab7aee3cc94f@mail.gmail.com> <589c94400604281433h4eeec5a8p8ea1746bdca81723@mail.gmail.com> <5ed41c130605080934o46e188b9v393f06f71acf884a@mail.gmail.com> <1147975014.24304.73.camel@moola.futuresource.com> Message-ID: <5ed41c130605190804k1347c798nda5742e24f0c4384@mail.gmail.com> I have changed all references in RT_SiteConfig and Apache config from the commonly used DNS alias (estates) to the DNS entry that comes up when performing an IP lookup. So far I have not experiecned any Page Cannot be found errors. I will keep you updated. So for others in a simiilar situation, try 'nslookup ' to find out what your default DNS domain name is and use that in the config rather than a DNS alias. Brendan On 5/18/06, Les Mikesell wrote: > On Mon, 2006-05-08 at 11:34, Brendan Arnold wrote: > > Hi again, > > > > I still have the problem. I have found out some more information > > though. After checking the logs it seems that IE, when submitting the > > form info, actually does not generate a log entry. Also the 'Page > > cannot be found' error appears almost immediately which gives me the > > impression that IE does not even attempt to connect to the server > > before it gives the error. It also seems to happen more often if you > > wait about 60 seconds or more before submitting the form. > > > > Does anyone else have this problem as it is driving me crazy! > > If the URL actually refers to a directory, expecting to hit the > default index page and you omit the trailing /, the server will > send a redirect with the slash to normalize the URL so > relative links on the page will work. The redirect should > be to the same hostname as the original URL contained, but > if you have UseCanonicalName on in your httpd.conf (and I > think it's the default), it will instead be the name > specified in ServerName. If you are getting a client DNS > error on the redirects, maybe you have a typo in your > ServerName. > > -- > Les Mikesell > les at futuresource.com > > > From ESchultz at corp.untd.com Fri May 19 11:14:34 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Fri, 19 May 2006 08:14:34 -0700 Subject: [rt-users] removing an email address from an incoming ticket? Message-ID: <5613F89D78D2F545A40423EBA5535C300F6E04F5@LAXEVS01.lax.corp.int.untd.com> > I tend to use RT in a 'stealth' manner, in that I encourage > my users to > send an email to me directly, then I'll bounce it to the > relevant queue > after I've determined that it's a job to look at ... > > Unfortunately this means that I end up as a Cc: on the ticket, which > means I get a duplicate copy of any email associated with it ... > > Is there any easy way to prevent that behaviour? Make sure that $ParseNewMessageForTicketCcs in RT_SiteConfig.pm is set to 0. Eric Schultz United Online From pedro_nf at yahoo.com Fri May 19 12:20:31 2006 From: pedro_nf at yahoo.com (Pedro Ferreira) Date: Fri, 19 May 2006 09:20:31 -0700 (PDT) Subject: [rt-users] QueryBuilder::Tree error In-Reply-To: <200605190156.14973.scott@4th.com> Message-ID: <20060519162031.19626.qmail@web60320.mail.yahoo.com> I installed mod_perl using yum (automaticaly gets the rpm package from a list of mirrors) and I'm not in the mood to recompile it... If someone from RT is 'hearing' me, don't you have any plans to remove this problem from your code, I guess it will not be too difficult, replace a couple of functions to something compatible with the latest version...? I'm not a perl expert so I can't help here... but we are evaluating RT to start using it and this problem is a major drawback... --- Scott Courtney wrote: > On Wednesday 17 May 2006 03:53, Pedro Ferreira > wrote: > > no way, it doesn't work!!!!! > > I removed Tree::Simple and Scalar::Util > > I re-installed it using perl CPAN > > > > I always get the error: > > > > Can't locate object method "new" via package > > "RT::Interface::Web::QueryBuilder::Tree" at > > /opt/rt3/share/html/Search/Build.html line 288. > > > > and > > > > Undefined subroutine &Scalar::Util::weaken called > at > > /opt/rt3/lib/RT/Action/Generic.pm line 108. > > Did you remember to rebuild mod_perl? > > Scott > > -- > ------------------------------------------------------------------------------ > Scott Courtney | "I don't mind Microsoft > making money. I mind them > scott at 4th.com | having a bad operating > system." -- Linus Torvalds > http://4th.com/ | ("The Rebel Code," NY > Times, 21 February 1999) > | PGP Public Key at > http://4th.com/keys/scott.pubkey > Pedro Ferreira Grenoble - France "Everything should be made as simple as possible, but not simpler." - Einstein And remember - there are 10 types of people, those who understand binary and those who don't! __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From ruslan.zakirov at gmail.com Fri May 19 13:23:11 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 19 May 2006 21:23:11 +0400 Subject: [rt-users] QueryBuilder::Tree error In-Reply-To: <20060519162031.19626.qmail@web60320.mail.yahoo.com> References: <200605190156.14973.scott@4th.com> <20060519162031.19626.qmail@web60320.mail.yahoo.com> Message-ID: <589c94400605191023k196905e3ub0f28b5381aadf49@mail.gmail.com> It's not problem in RT code. it's problem of your distro. We couldn't do anything from RT code to fix this. Use FastCGI or install perl/mod_perl from SRPMs. On 5/19/06, Pedro Ferreira wrote: > I installed mod_perl using yum (automaticaly gets the > rpm package from a list of mirrors) and I'm not in the > mood to recompile it... > > If someone from RT is 'hearing' me, don't you have any > plans to remove this problem from your code, I guess > it will not be too difficult, replace a couple of > functions to something compatible with the latest > version...? I'm not a perl expert so I can't help > here... but we are evaluating RT to start using it and > this problem is a major drawback... > > --- Scott Courtney wrote: > > > On Wednesday 17 May 2006 03:53, Pedro Ferreira > > wrote: > > > no way, it doesn't work!!!!! > > > I removed Tree::Simple and Scalar::Util > > > I re-installed it using perl CPAN > > > > > > I always get the error: > > > > > > Can't locate object method "new" via package > > > "RT::Interface::Web::QueryBuilder::Tree" at > > > /opt/rt3/share/html/Search/Build.html line 288. > > > > > > and > > > > > > Undefined subroutine &Scalar::Util::weaken called > > at > > > /opt/rt3/lib/RT/Action/Generic.pm line 108. > > > > Did you remember to rebuild mod_perl? > > > > Scott > > > > -- > > > ------------------------------------------------------------------------------ > > Scott Courtney | "I don't mind Microsoft > > making money. I mind them > > scott at 4th.com | having a bad operating > > system." -- Linus Torvalds > > http://4th.com/ | ("The Rebel Code," NY > > Times, 21 February 1999) > > | PGP Public Key at > > http://4th.com/keys/scott.pubkey > > > > > Pedro Ferreira > Grenoble - France > > "Everything should be made as simple as possible, but not simpler." - Einstein > > And remember - there are 10 types of people, those who understand binary and those who don't! > > __________________________________________________ > 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 jauty at indiana.edu Fri May 19 13:56:42 2006 From: jauty at indiana.edu (Joe Auty) Date: Fri, 19 May 2006 13:56:42 -0400 Subject: [rt-users] modifying CSS in RT Message-ID: Hello, What's the quickest way to get into modifying RT's stylesheets if I'm comfortable with CSS, but not with fast-cgi? In other words, what is the best way to work with fast-cgi to make and test changes to RT's CSS? ----------- Joe Auty UITS Messaging Indiana University jauty at indiana.edu From trs at bestpractical.com Fri May 19 14:39:36 2006 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 19 May 2006 14:39:36 -0400 Subject: [rt-users] modifying CSS in RT In-Reply-To: References: Message-ID: <446E10E8.40508@bestpractical.com> Joe Auty wrote: > What's the quickest way to get into modifying RT's stylesheets if I'm > comfortable with CSS, but not with fast-cgi? In other words, what is the > best way to work with fast-cgi to make and test changes to RT's CSS? 1) Turn on devel mode: Set($DevelMode, 1) in etc/RT_SiteConfig.pm. 2) Run: bin/standalone_httpd 8080 3) Point your browser at http://localhost:8080/ and flip back and forth between browser and editor. Alternatively (a little more work), use Firefox and the Web Developer extension to get CSS editing in-browser that renders on the fly (and save it back to disk when you're happy with it). Tom From nazark at auska.com Fri May 19 14:40:33 2006 From: nazark at auska.com (Nazar Kulynych) Date: Fri, 19 May 2006 14:40:33 -0400 Subject: [rt-users] Transaction not commited error Message-ID: <446E1121.8010403@auska.com> RT--3.4.5 I've just installed RT, and having problems creating new Group. This error message appears in the apache error_log. I'm guessing for some reason it could not connect to mysql dB? Transaction not committed. Usually indicates a software fault.Data loss may have occurred (/www/apps/rt-3.4.5/lib/RT/Interface/Web/Handler.pm:205) Thanks From lesmikesell at gmail.com Fri May 19 15:40:52 2006 From: lesmikesell at gmail.com (Les Mikesell) Date: Fri, 19 May 2006 14:40:52 -0500 Subject: [rt-users] custom view of custom fields? Message-ID: <1148067652.10173.14.camel@moola.futuresource.com> Is it possible to control what fields a user sees on a ticket based on user preferences so some things show up for the people who want to see them but the clutter is hidden for those who don't? -- Les Mikesell lesmikesell at gmail.com From Chris.Covington at plusone.com Fri May 19 18:23:33 2006 From: Chris.Covington at plusone.com (Covington, Chris) Date: Fri, 19 May 2006 18:23:33 -0400 Subject: [rt-users] Lack of trailing slash causing porblems in IE Message-ID: I've seen this issue before but all I had to do to fix it is to setup mod_rewrite to redirect https://rtserver.example.com/rt to https://rtserver.example.com/rt/ Chris -----Original Message----- From: Brendan Arnold [mailto:brendanarnold at gmail.com] Sent: Fri May 19 11:05:57 2006 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Lack of trailing slash causing porblems in IE I have changed all references in RT_SiteConfig and Apache config from the commonly used DNS alias (estates) to the DNS entry that comes up when performing an IP lookup. So far I have not experiecned any Page Cannot be found errors. I will keep you updated. So for others in a simiilar situation, try 'nslookup ' to find out what your default DNS domain name is and use that in the config rather than a DNS alias. Brendan On 5/18/06, Les Mikesell wrote: > On Mon, 2006-05-08 at 11:34, Brendan Arnold wrote: > > Hi again, > > > > I still have the problem. I have found out some more information > > though. After checking the logs it seems that IE, when submitting the > > form info, actually does not generate a log entry. Also the 'Page > > cannot be found' error appears almost immediately which gives me the > > impression that IE does not even attempt to connect to the server > > before it gives the error. It also seems to happen more often if you > > wait about 60 seconds or more before submitting the form. > > > > Does anyone else have this problem as it is driving me crazy! > > If the URL actually refers to a directory, expecting to hit the > default index page and you omit the trailing /, the server will > send a redirect with the slash to normalize the URL so > relative links on the page will work. The redirect should > be to the same hostname as the original URL contained, but > if you have UseCanonicalName on in your httpd.conf (and I > think it's the default), it will instead be the name > specified in ServerName. If you are getting a client DNS > error on the redirects, maybe you have a typo in your > ServerName. > > -- > Les Mikesell > les at futuresource.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 !DSPAM:1,446dded5101048743255425! From silvesti at gmail.com Fri May 19 19:53:07 2006 From: silvesti at gmail.com (Silvesti) Date: Fri, 19 May 2006 16:53:07 -0700 Subject: [rt-users] Query Builder Error Message-ID: <80c09c340605191653t3b98967fyed0f10b7de4ef6f4@mail.gmail.com> I've recently installed RT v3.4.5 and occassionally get the below error when using the Query Builder. Does anyone have a suggestion as to how to fix this error? Thanks! --Mark. ========================================================================== HTTP/1.1 200 OK Date: Fri, 19 May 2006 23:46:04 GMT Server: Apache/1.3.34 (Unix) mod_perl/1.29 PHP/5.1.2 Pragma: no-cache Cache-control: no-cache Keep-Alive: timeout=15, max=99 Connection: Keep-Alive, Keep-Alive Transfer-Encoding: chunked, chunked Content-Type: text/html; charset=UTF-8 *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(0xa305c28)') called at /usr/local/rt/lib/RT/Attributes_Overlay.pm line 81 RT::Attributes::_BuildAccessTable('RT::Attributes=HASH(0xa280f00)') called at /usr/local/rt/lib/RT/Attributes_Overlay.pm line 73 RT::Attributes::_DoSearch('RT::Attributes=HASH(0xa280f00)') called at /usr/local/rt/lib/RT/Attributes_Overlay.pm line 88 RT::Attributes::_AttrHash('RT::Attributes=HASH(0xa280f00)') called at /usr/local/rt/lib/RT/Attributes_Overlay.pm line 119 RT::Attributes::Named('RT::Attributes=HASH(0xa280f00)', 'SavedSearch') called at /usr/local/rt/share/html/Search/Elements/SelectSearchesForObjects line 58 HTML::Mason::Commands::__ANON__('Name', 'LoadSavedSearch', 'Objects', 'ARRAY(0xa24c3f4)') called at /usr/local/share/perl/5.8.4/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9e668a4)', 'Name', 'LoadSavedSearch', 'Objects', 'ARRAY(0xa24c3f4)') 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(0xa24c3f4)') called at /usr/local/rt/share/html/Search/Elements/EditSearches line 75 HTML::Mason::Commands::__ANON__('CurrentSearch', 'HASH(0xa3050f0)', '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(0x9e5a4d4)', 'CurrentSearch', 'HASH(0xa3050f0)', '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(0xa3050f0)', '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(0x86c7378)') 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(0xa3072a8)') 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(0x9bd0f98)') 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(0xa3072a8)') 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(0xa3072a8)') called at /usr/local/share/perl/5.8.4/HTML/Mason/ApacheHandler.pm line 826 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x8c576b4)', 'Apache=SCALAR(0xa303dbc)') 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(0xa303dbc)') called at /dev/null line 0 eval {...} at /dev/null line 0 -------------- next part -------------- An HTML attachment was scrubbed... URL: From sockmonk at gmail.com Sat May 20 13:41:53 2006 From: sockmonk at gmail.com (sockmonk at gmail.com) Date: Sat, 20 May 2006 13:41:53 -0400 Subject: [rt-users] Email Address question In-Reply-To: <20060516174516.GP1934@bestpractical.com> References: <20060516172159.1E1BBA3AE4@mail.brit.com> <20060516174516.GP1934@bestpractical.com> Message-ID: On 5/16/06, Jesse Vincent wrote: > > > > > On Tue, May 16, 2006 at 12:22:01PM -0500, Kristopher Lusk wrote: > > Hi List, > > > > > > > > I'm trying to add a new user via the web interface who happens to have a > > hyphen in their email address. RT does not like this and is complaining > > about an illegal value in the email address ( User 18682: EmailAddress: > > Illegal value for EmailAddress ). For instance, if Best Practical's > domain > > was best-practical.com instead of bestpractical.com, someone's email > address > > would be xyz at best-practical.com. How would I add this person as a user? > > Does putting double quotes around the address actually work? > > > > It's not the hyphen that's getting in your way. > It's a horrible error message. But it means they're already in RT as a > user. Search for users by email address. Find them. Click "Allow this > user to access RT" > > Jesse > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > After reading this (and having trouble changing my email address in RT), I checked and found about six variaitions of my name in the RT Users table. All are legitimate variations, like firstname at ourdomain.com, firstname at our-old-domain.com, firstname.lastname at ourdomain.com, etc. Most were probably created when I emailed in a ticket from various addresses, or when my email client was configured slightly differently. I think we have several other users in the same boat. Is there any way to "merge" users the way we can merge multiple tickets that are really about the same issue? Otherwise, I think the best solution is to set the email fields to null at null.com so I can set the email address on my 'real' account correctly. -- sockmonk -------------- next part -------------- An HTML attachment was scrubbed... URL: From tyler.shen at vicscouts.asn.au Sat May 20 22:43:11 2006 From: tyler.shen at vicscouts.asn.au (Shen, Tyler) Date: Sun, 21 May 2006 12:43:11 +1000 Subject: [rt-users] RT Queue Assignment Message-ID: <1148179392.19700.11.camel@network-2.intranet.vicscouts.asn.au> There seemed to be a bug with RT (or perhaps not any more) after I assigned a ticket taken by my colleague to another queue. While the ticket was changed to another queue, the owner of the ticket remained the same. However, the owner does not have right to own ticket in the new queue. Is there any fixes to this? I also noticed that when I changed a ticket owned by myself to another queue, the owner was automatically set to nobody. Thanks! Shen, Tyler From pedro_nf at yahoo.com Mon May 22 04:31:55 2006 From: pedro_nf at yahoo.com (Pedro Ferreira) Date: Mon, 22 May 2006 01:31:55 -0700 (PDT) Subject: [rt-users] QueryBuilder::Tree error In-Reply-To: <589c94400605191023k196905e3ub0f28b5381aadf49@mail.gmail.com> Message-ID: <20060522083155.34220.qmail@web60324.mail.yahoo.com> humm... ok, going to try to re-install mod_perl from source code... --- Ruslan Zakirov wrote: > It's not problem in RT code. it's problem of your > distro. We couldn't > do anything from RT code to fix this. > > Use FastCGI or install perl/mod_perl from SRPMs. > > > On 5/19/06, Pedro Ferreira > wrote: > > I installed mod_perl using yum (automaticaly gets > the > > rpm package from a list of mirrors) and I'm not in > the > > mood to recompile it... > > > > If someone from RT is 'hearing' me, don't you have > any > > plans to remove this problem from your code, I > guess > > it will not be too difficult, replace a couple of > > functions to something compatible with the latest > > version...? I'm not a perl expert so I can't help > > here... but we are evaluating RT to start using it > and > > this problem is a major drawback... > > > > --- Scott Courtney wrote: > > > > > On Wednesday 17 May 2006 03:53, Pedro Ferreira > > > wrote: > > > > no way, it doesn't work!!!!! > > > > I removed Tree::Simple and Scalar::Util > > > > I re-installed it using perl CPAN > > > > > > > > I always get the error: > > > > > > > > Can't locate object method "new" via package > > > > "RT::Interface::Web::QueryBuilder::Tree" at > > > > /opt/rt3/share/html/Search/Build.html line > 288. > > > > > > > > and > > > > > > > > Undefined subroutine &Scalar::Util::weaken > called > > > at > > > > /opt/rt3/lib/RT/Action/Generic.pm line 108. > > > > > > Did you remember to rebuild mod_perl? > > > > > > Scott > > > > > > -- > > > > > > ------------------------------------------------------------------------------ > > > Scott Courtney | "I don't mind Microsoft > > > making money. I mind them > > > scott at 4th.com | having a bad operating > > > system." -- Linus Torvalds > > > http://4th.com/ | ("The Rebel Code," NY > > > Times, 21 February 1999) > > > | PGP Public Key at > > > http://4th.com/keys/scott.pubkey > > > > > > > > > Pedro Ferreira > > Grenoble - France > > > > "Everything should be made as simple as possible, > but not simpler." - Einstein > > > > And remember - there are 10 types of people, those > who understand binary and those who don't! > > > > __________________________________________________ > > 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. > Pedro Ferreira Grenoble - France "Everything should be made as simple as possible, but not simpler." - Einstein And remember - there are 10 types of people, those who understand binary and those who don't! __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From brendanarnold at gmail.com Mon May 22 05:29:19 2006 From: brendanarnold at gmail.com (Brendan Arnold) Date: Mon, 22 May 2006 10:29:19 +0100 Subject: [rt-users] Lack of trailing slash causing porblems in IE In-Reply-To: References: Message-ID: <5ed41c130605220229v616dc65bu87e9b8a9c9592cfe@mail.gmail.com> Yeah I have set up mod_rewrite to do just that which solved some of the 'Page Cannot be Found' errors, however there are other 'Page Cannot be Found' errors which seem to be caused by something else. It seems IE has additional porblems with DNS lookups. I have changed all references in htttpd.conf and RT_SiteConfig (bar $rtname in RT_SiteConfig) to the DNS name that returns from nslookup on a Windows machine for my server (before it was configured for a DNS alias) which has greatly reduced the number of errors. Unfortunately, I have seen one of these errors manifest again but this could be due to cache/legacy tickets. Brendan On 5/19/06, Covington, Chris wrote: > I've seen this issue before but all I had to do to fix it is to setup mod_rewrite to redirect https://rtserver.example.com/rt to https://rtserver.example.com/rt/ > > Chris > > > -----Original Message----- > From: Brendan Arnold [mailto:brendanarnold at gmail.com] > Sent: Fri May 19 11:05:57 2006 > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Lack of trailing slash causing porblems in IE > > I have changed all references in RT_SiteConfig and Apache config from > the commonly used DNS alias (estates) to the DNS entry that comes up > when performing an IP lookup. So far I have not experiecned any Page > Cannot be found errors. I will keep you updated. > > So for others in a simiilar situation, try 'nslookup ' to > find out what your default DNS domain name is and use that in the > config rather than a DNS alias. > > Brendan > > On 5/18/06, Les Mikesell wrote: > > On Mon, 2006-05-08 at 11:34, Brendan Arnold wrote: > > > Hi again, > > > > > > I still have the problem. I have found out some more information > > > though. After checking the logs it seems that IE, when submitting the > > > form info, actually does not generate a log entry. Also the 'Page > > > cannot be found' error appears almost immediately which gives me the > > > impression that IE does not even attempt to connect to the server > > > before it gives the error. It also seems to happen more often if you > > > wait about 60 seconds or more before submitting the form. > > > > > > Does anyone else have this problem as it is driving me crazy! > > > > If the URL actually refers to a directory, expecting to hit the > > default index page and you omit the trailing /, the server will > > send a redirect with the slash to normalize the URL so > > relative links on the page will work. The redirect should > > be to the same hostname as the original URL contained, but > > if you have UseCanonicalName on in your httpd.conf (and I > > think it's the default), it will instead be the name > > specified in ServerName. If you are getting a client DNS > > error on the redirects, maybe you have a typo in your > > ServerName. > > > > -- > > Les Mikesell > > les at futuresource.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 > > !DSPAM:1,446dded5101048743255425! > > > From pedro_nf at yahoo.com Mon May 22 09:11:35 2006 From: pedro_nf at yahoo.com (Pedro Ferreira) Date: Mon, 22 May 2006 06:11:35 -0700 (PDT) Subject: [rt-users] QueryBuilder::Tree error In-Reply-To: <20060522083155.34220.qmail@web60324.mail.yahoo.com> Message-ID: <20060522131135.40080.qmail@web60313.mail.yahoo.com> do you believe in miracles? on friday I re-installed Tree::Simple and Scalar::Util, I re-started the apache server but still the same error... this morning, without a reboot or a apache restart RT is working fine! I guess there must be some temporary buffer for perl web transactions that takes a while to reset...?!? Well, anyway now it looks ok and working! Thanks for all your help! --- Pedro Ferreira wrote: > humm... ok, going to try to re-install mod_perl from > source code... > > --- Ruslan Zakirov wrote: > > > It's not problem in RT code. it's problem of your > > distro. We couldn't > > do anything from RT code to fix this. > > > > Use FastCGI or install perl/mod_perl from SRPMs. > > > > > > On 5/19/06, Pedro Ferreira > > wrote: > > > I installed mod_perl using yum (automaticaly > gets > > the > > > rpm package from a list of mirrors) and I'm not > in > > the > > > mood to recompile it... > > > > > > If someone from RT is 'hearing' me, don't you > have > > any > > > plans to remove this problem from your code, I > > guess > > > it will not be too difficult, replace a couple > of > > > functions to something compatible with the > latest > > > version...? I'm not a perl expert so I can't > help > > > here... but we are evaluating RT to start using > it > > and > > > this problem is a major drawback... > > > > > > --- Scott Courtney wrote: > > > > > > > On Wednesday 17 May 2006 03:53, Pedro Ferreira > > > > wrote: > > > > > no way, it doesn't work!!!!! > > > > > I removed Tree::Simple and Scalar::Util > > > > > I re-installed it using perl CPAN > > > > > > > > > > I always get the error: > > > > > > > > > > Can't locate object method "new" via package > > > > > "RT::Interface::Web::QueryBuilder::Tree" at > > > > > /opt/rt3/share/html/Search/Build.html line > > 288. > > > > > > > > > > and > > > > > > > > > > Undefined subroutine &Scalar::Util::weaken > > called > > > > at > > > > > /opt/rt3/lib/RT/Action/Generic.pm line 108. > > > > > > > > Did you remember to rebuild mod_perl? > > > > > > > > Scott > > > > > > > > -- > > > > > > > > > > ------------------------------------------------------------------------------ > > > > Scott Courtney | "I don't mind > Microsoft > > > > making money. I mind them > > > > scott at 4th.com | having a bad > operating > > > > system." -- Linus Torvalds > > > > http://4th.com/ | ("The Rebel Code," NY > > > > Times, 21 February 1999) > > > > | PGP Public Key at > > > > http://4th.com/keys/scott.pubkey > > > > > > > > > > > > > Pedro Ferreira > > > Grenoble - France > > > > > > "Everything should be made as simple as > possible, > > but not simpler." - Einstein > > > > > > And remember - there are 10 types of people, > those > > who understand binary and those who don't! > > > > > > > __________________________________________________ > > > 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. > > > > > Pedro Ferreira > Grenoble - France > > "Everything should be made as simple as possible, > but not simpler." - Einstein > > And remember - there are 10 types of people, those > who understand binary and those who don't! > > __________________________________________________ > 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 > Pedro Ferreira Grenoble - France "Everything should be made as simple as possible, but not simpler." - Einstein And remember - there are 10 types of people, those who understand binary and those who don't! __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From ESchultz at corp.untd.com Mon May 22 11:17:36 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Mon, 22 May 2006 08:17:36 -0700 Subject: [rt-users] Email Address question Message-ID: <5613F89D78D2F545A40423EBA5535C300F7A9213@LAXEVS01.lax.corp.int.untd.com> On 5/16/06, Jesse Vincent wrote: On Tue, May 16, 2006 at 12:22:01PM -0500, Kristopher Lusk wrote: > Hi List, > > > > I'm trying to add a new user via the web interface who happens to have a > hyphen in their email address. RT does not like this and is complaining > about an illegal value in the email address ( User 18682: EmailAddress: > Illegal value for EmailAddress ). For instance, if Best Practical's domain > was best-practical.com instead of bestpractical.com, someone's email address > would be xyz at best-practical.com. How would I add this person as a user? > Does putting double quotes around the address actually work? > It's not the hyphen that's getting in your way. It's a horrible error message. But it means they're already in RT as a user. Search for users by email address. Find them. Click "Allow this user to access RT" Jesse _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users After reading this (and having trouble changing my email address in RT), I checked and found about six variaitions of my name in the RT Users table. All are legitimate variations, like firstname at ourdomain.com, firstname at our-old-domain.com, firstname.lastname at ourdomain.com, etc. Most were probably created when I emailed in a ticket from various addresses, or when my email client was configured slightly differently. I think we have several other users in the same boat. Is there any way to "merge" users the way we can merge multiple tickets that are really about the same issue? Otherwise, I think the best solution is to set the email fields to null at null.com so I can set the email address on my 'real' account correctly. -- sockmonk Do a search for all tickets owned by the duplicate users, and do bulk updates to get them all to the user who you want to be the correct one. For instance, do a query where Watcher.EmailAddress = 'firstname.lastname at ourdomain.com', and then for all of those tickets, do a bulk update where you change the Watcher to whatever email you choose. Do this for all tickets owned/requested as well. Then you can start nulling out the user fields. However, I would leave the Username and Email field as is, so that if you try to use one of those in the future, the system complains or bounces your email, forcing you to use the "correct" one. Eric Schultz United Online From ruslan.zakirov at gmail.com Mon May 22 11:45:59 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 22 May 2006 19:45:59 +0400 Subject: [rt-users] Email Address question In-Reply-To: <5613F89D78D2F545A40423EBA5535C300F7A9213@LAXEVS01.lax.corp.int.untd.com> References: <5613F89D78D2F545A40423EBA5535C300F7A9213@LAXEVS01.lax.corp.int.untd.com> Message-ID: <589c94400605220845h6e0225f7lbe874482b9488a7d@mail.gmail.com> RT has a way to cononicalize user emails, but I don't remember is there "how to" about this topic. Look into RT::User::CanonicalizeEmailAddress method, this method could be used to get rid of @old-domain.foo addresses. On 5/22/06, Schultz, Eric wrote: > > On 5/16/06, Jesse Vincent wrote: > > > > > On Tue, May 16, 2006 at 12:22:01PM -0500, Kristopher > Lusk wrote: > > Hi List, > > > > > > > > I'm trying to add a new user via the web interface who > happens to have a > > hyphen in their email address. RT does not like this > and is complaining > > about an illegal value in the email address ( User > 18682: EmailAddress: > > Illegal value for EmailAddress ). For instance, if > Best Practical's domain > > was best-practical.com > instead of bestpractical.com, someone's email address > > would be xyz at best-practical.com. How would I add this > person as a user? > > Does putting double quotes around the address actually > work? > > > > It's not the hyphen that's getting in your way. > It's a horrible error message. But it means they're > already in RT as a > user. Search for users by email address. Find them. > Click "Allow this > user to access RT" > > Jesse > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > After reading this (and having trouble changing my email address > in RT), I checked and found about six variaitions of my name in the RT > Users table. All are legitimate variations, like > firstname at ourdomain.com, firstname at our-old-domain.com, > firstname.lastname at ourdomain.com, etc. Most were probably created when I > emailed in a ticket from various addresses, or when my email client was > configured slightly differently. I think we have several other users in > the same boat. > > Is there any way to "merge" users the way we can merge multiple > tickets that are really about the same issue? Otherwise, I think the > best solution is to set the email fields to null at null.com so I can set > the email address on my 'real' account correctly. > > -- > sockmonk > > > > Do a search for all tickets owned by the duplicate users, and do bulk > updates to get them all to the user who you want to be the correct one. > For instance, do a query where Watcher.EmailAddress = > 'firstname.lastname at ourdomain.com', and then for all of those tickets, > do a bulk update where you change the Watcher to whatever email you > choose. Do this for all tickets owned/requested as well. Then you can > start nulling out the user fields. However, I would leave the Username > and Email field as is, so that if you try to use one of those in the > future, the system complains or bounces your email, forcing you to use > the "correct" one. > > Eric Schultz > United Online > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From MarkRoedel at letu.edu Mon May 22 12:35:29 2006 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Mon, 22 May 2006 11:35:29 -0500 Subject: [rt-users] First-contact resolution tracking? Message-ID: We've gotten a grant to purchase some software to track "first contact resolutions" for our helpdesk. In looking at potential software, we're finding mostly all-in-one solutions that come packaged with a work order tracker and everything. So... (1) Is anyone aware of tracking software for this purpose that integrates with RT, either home-grown or commercially-available. (2) Jesse, does this sound like something that BP would be interested in taking on? What kind of rate structure would we be looking at if we commissioned this? -- Mark Roedel Web Programmer / Analyst LeTourneau University Longview, Texas USA From chaim.rieger at gmail.com Mon May 22 13:46:04 2006 From: chaim.rieger at gmail.com (Chaim Rieger) Date: Mon, 22 May 2006 10:46:04 -0700 Subject: [rt-users] RT::Interface::Web::QueryBuilder::Tree" at /usr/local/rt3/share/html/Search/Build.html line 288 error Message-ID: am going to investigate but in the meantime does anybody know what happened, no files were changed or modified in any way since friday (it worked on friday) currently can see tickets, open tickets, resolve tickets, but none of the links work (left side) System error error: Can't locate object method "new" via package "RT::Interface::Web::QueryBuilder::Tree" at /usr/local/rt3/share/html/ Search/Build.html line 288. context: ... 284: 285: my $depth = 1; 286: 287: # make a tree root 288: $$tree = RT::Interface::Web::QueryBuilder::Tree->new; 289: my $root = RT::Interface::Web::QueryBuilder::Tree->new( 'AND', $$tree ); 290: my $lastnode = $root; 291: my $parentnode = $root; 292: ... code stack: /usr/local/rt3/share/html/Search/Build.html:288 /usr/local/rt3/share/html/autohandler:215 raw error System error error: Can't locate object method "new" via package "RT::Interface::Web::QueryBuilder::Tree" at /usr/local/rt3/share/html/ Search/Build.html line 288. context: ... 284: 285: my $depth = 1; 286: 287: # make a tree root 288: $$tree = RT::Interface::Web::QueryBuilder::Tree->new; 289: my $root = RT::Interface::Web::QueryBuilder::Tree->new( 'AND', $$tree ); 290: my $lastnode = $root; 291: my $parentnode = $root; 292: ... code stack: /usr/local/rt3/share/html/Search/Build.html:288 /usr/local/rt3/share/html/autohandler:215 raw error Can't locate object method "new" via package "RT::Interface::Web::QueryBuilder::Tree" at /usr/local/rt3/share/html/ Search/Build.html line 288. Trace begun at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ Exceptions.pm line 129 HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method "new" via package "RT::Interface::Web::QueryBuilder::Tree" at / usr/local/rt3/share/html/Search/Build.html line 288.^J') called at / usr/local/rt3/share/html/Search/Build.html line 288 HTML::Mason::Commands::__ANON__(undef, 'SCALAR(0xba774c8)', 'ARRAY (0xba274c0)') called at /usr/local/rt3/share/html/Search/Build.html line 451 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 (0xba64d44)') 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 /usr/lib/perl5/ site_perl/5.8.5/HTML/Mason/Request.pm line 914 HTML::Mason::Request::call_next('HTML::Mason::Request::CGI=HASH (0xb620030)') called at /usr/local/rt3/share/html/autohandler line 215 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.5/ HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH (0xb6200cc)') 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 (0xb620030)') 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 (0xb620030)') 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 (0xb689d6c)', 'HASH(0xb79c164)') 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(0xb689d6c)', 'CGI::Fast=HASH (0xb79c1a0)') called at /usr/local/rt3/bin/mason_handler.fcgi line 76 eval {...} at /usr/local/rt3/bin/mason_handler.fcgi line 76 From chaim.rieger at gmail.com Mon May 22 13:53:16 2006 From: chaim.rieger at gmail.com (Chaim Rieger) Date: Mon, 22 May 2006 10:53:16 -0700 Subject: [rt-users] Re: RT::Interface::Web::QueryBuilder::Tree" at /usr/local/rt3/share/html/Search/Build.html line 288 error In-Reply-To: References: Message-ID: <5A2A25D5-EEFF-4512-B853-C175016CEF2A@gmail.com> (sorry for the top post) a force install (via cpan) of Scalar::Util id the trick On May 22, 2006, at 10:46 AM, Chaim Rieger wrote: > am going to investigate but in the meantime does anybody know what > happened, no files were changed or modified in any way since friday > (it worked on friday) currently can see tickets, open tickets, > resolve tickets, but none of the links work (left side) > > System error > error: Can't locate object method "new" via package > "RT::Interface::Web::QueryBuilder::Tree" at /usr/local/rt3/share/ > html/Search/Build.html line 288. > context: > ... > 284: > 285: my $depth = 1; > 286: > 287: # make a tree root > 288: $$tree = RT::Interface::Web::QueryBuilder::Tree->new; > 289: my $root = RT::Interface::Web::QueryBuilder::Tree->new > ( 'AND', $$tree ); > 290: my $lastnode = $root; > 291: my $parentnode = $root; > 292: > ... > code stack: /usr/local/rt3/share/html/Search/Build.html:288 > /usr/local/rt3/share/html/autohandler:215 > raw error > > System error > error: Can't locate object method "new" via package > "RT::Interface::Web::QueryBuilder::Tree" at /usr/local/rt3/share/ > html/Search/Build.html line 288. > context: > ... > 284: > 285: my $depth = 1; > 286: > 287: # make a tree root > 288: $$tree = RT::Interface::Web::QueryBuilder::Tree->new; > 289: my $root = RT::Interface::Web::QueryBuilder::Tree->new > ( 'AND', $$tree ); > 290: my $lastnode = $root; > 291: my $parentnode = $root; > 292: > ... > code stack: /usr/local/rt3/share/html/Search/Build.html:288 > /usr/local/rt3/share/html/autohandler:215 > > > > > raw error > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > Can't locate object method "new" via package > "RT::Interface::Web::QueryBuilder::Tree" at /usr/local/rt3/share/ > html/Search/Build.html line 288. > > > Trace begun at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ > Exceptions.pm line 129 > HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object > method "new" via package "RT::Interface::Web::QueryBuilder::Tree" > at /usr/local/rt3/share/html/Search/Build.html line 288.^J') called > at /usr/local/rt3/share/html/Search/Build.html line 288 > HTML::Mason::Commands::__ANON__(undef, 'SCALAR(0xba774c8)', 'ARRAY > (0xba274c0)') called at /usr/local/rt3/share/html/Search/Build.html > line 451 > 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 > (0xba64d44)') 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 /usr/lib/perl5/ > site_perl/5.8.5/HTML/Mason/Request.pm line 914 > HTML::Mason::Request::call_next('HTML::Mason::Request::CGI=HASH > (0xb620030)') called at /usr/local/rt3/share/html/autohandler line 215 > HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.5/ > HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH > (0xb6200cc)') 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 > (0xb620030)') 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 > (0xb620030)') 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 > (0xb689d6c)', 'HASH(0xb79c164)') 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(0xb689d6c)', 'CGI::Fast=HASH > (0xb79c1a0)') called at /usr/local/rt3/bin/mason_handler.fcgi line 76 > eval {...} at /usr/local/rt3/bin/mason_handler.fcgi line 76 > > > > > > > > > > > > From bkurowsky at hotmail.com Mon May 22 13:58:05 2006 From: bkurowsky at hotmail.com (Brian Kurowsky) Date: Mon, 22 May 2006 13:58:05 -0400 Subject: [rt-users] Can't call method "Scheme" on an undefined value at ... Message-ID: Has anyone run into the error below? If so, any advise? Thanks, Brian =============================================== I receive the following error when attempting to update a ticket that has a link to another ticket in the "Refers to: " section. error: Can't call method "Scheme" on an undefined value at /usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm line 2581. context: ... 2577: elsif ( $args{'Base'} ) { 2578: $other_ticket_uri->FromURI( $args{'Base'} ); 2579: } 2580: 2581: if ( $other_ticket_uri->Resolver->Scheme eq 'fsck.com-rt') { 2582: my $object = $other_ticket_uri->Resolver->Object; 2583: 2584: if ( UNIVERSAL::isa( $object, 'RT::Ticket' ) 2585: && $object->id ... code stack: /usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:2581 /usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:2552 /usr/share/request-tracker3.4/lib/RT/Interface/Web.pm:1464 /usr/share/request-tracker3.4/lib/RT/Interface/Web.pm:1414 /usr/share/request-tracker3.4/html/Ticket/Display.html:141 /usr/share/request-tracker3.4/html/Ticket/Update.html:211 /usr/share/request-tracker3.4/html/autohandler:215 I am, however, able to update the other ticket (Refers to by:) with no problem. Running 3.4.1 on Debian Sarge. w/ RTFM 2.1.37 Thanks, Brian From Paul.Crossman at tvguide.com Mon May 22 14:24:31 2006 From: Paul.Crossman at tvguide.com (Paul Crossman) Date: Mon, 22 May 2006 14:24:31 -0400 Subject: [rt-users] RTx::Statistics install issues (found a thread, but no resolution) Message-ID: <4A183CFA7B97984D81F8B70E0D9B0D8211CD5E@bed1mail1.tvguide.com> I'm having issues with an RTx::Statistics 1.0.8 installation and this thread in the list (http://archives.free.net.ph/message/20060105.052158.ffebdbaa.en.html) is the exact problem I'm having, however the thread just ends with no resolution. If you are one of the posters having this problem (Bill and/or Austin), could you contact me with your eventual solution if you ever found one? I'm moving my RT installation from one RHEL sever to another and the link for Statistics doesn't show up on the left column on the new server. The only strange thing I can see is this error appears on my apache error.log. [Mon May 22 11:47:08 2006] [error] [client 1.2.3.4] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value in length at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Resolver/File.pm line 52., referer: http://myrtserver.tvguide.com/rt/ Current config: RT 3.4.2 RHEL 4 I've tried both using the Makefile and just copying the files to /opt/rt3/share. I can go to links by hand, but I can't click on any in the Stats screens. I get HTTP errors. Example: System error error: could not find component for initial path '/RTx/OpenStalled/index.html' (component roots are: '/opt/rt3/local/html', '/opt/rt3/share/html') context: ... 200: $self->{out_method} = sub { $$bufref .= $_[0] }; 201: } 202: $self->{use_internal_component_caches} = 203: $self->{interp}->use_internal_component_caches; 204: $self->_initialize; 205: 206: return $self; 207: } 208: ... code stack: /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:204 /usr/lib/perl5/site_perl/5.8.5/Class/Container.pm:275 /usr/lib/perl5/site_perl/5.8.5/Class/Container.pm:353 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:348 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:342 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:123 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:73 /opt/rt3/bin/mason_handler.fcgi:76 raw error Any help would be appreciated. Thanks, Paul C. From KFCrocker at lbl.gov Mon May 22 15:00:12 2006 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 22 May 2006 12:00:12 -0700 Subject: [rt-users] RT Queue Assignment In-Reply-To: <1148179392.19700.11.camel@network-2.intranet.vicscouts.asn.au> References: <1148179392.19700.11.camel@network-2.intranet.vicscouts.asn.au> Message-ID: <44720A3C.6030908@lbl.gov> Shen, Tyler wrote: > There seemed to be a bug with RT (or perhaps not any more) after I > assigned a ticket taken by my colleague to another queue. While the > ticket was changed to another queue, the owner of the ticket remained > the same. However, the owner does not have right to own ticket in the > new queue. Is there any fixes to this? > > I also noticed that when I changed a ticket owned by myself to another > queue, the owner was automatically set to nobody. Thanks! > > Shen, Tyler > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > > We have an APPROVALS Queue we set up for reviewing tickets before sending them out for work (problem could be simple stuff like permissions or training so we don't want our technicians working on it yet) and if it turns out it is a technical problem, we change the Queue from "APPROVALS" to the one that would handle that particular technical issue. The problem we had was trying to change the owner to "nobody" before the ticket actually changed Queues. It didn't happen. We put in a special scrip to kick in when there is a "Change Queue" transaction and it never seemed to change the owner (regardless of where we put the code) unless the transaction was from the other Queue. It didn't make sense and we can't seem to get that to work so we just have to change the owner to "nobody" before we change the Queue. Kinda manual but it works for now. We are on 3.4.4/Oracle for now. Kenn From hornetmadness at gmail.com Mon May 22 16:35:37 2006 From: hornetmadness at gmail.com (Hornet) Date: Mon, 22 May 2006 16:35:37 -0400 Subject: [rt-users] RT::Interface::Web::QueryBuilder::Tree" at /usr/local/rt3/share/html/Search/Build.html line 288 error In-Reply-To: References: Message-ID: I had this same problem on my dev box. I didn't look into it to much because the production box was ready when this error started so I just cp'd the rt dir to the new server and the issue went away. I think I the problem lies in one of the perl Mod's, I never looked to find witch one. Maybe you can restore from a backup and have my good luck. -Erik- On 5/22/06, Chaim Rieger wrote: > am going to investigate but in the meantime does anybody know what > happened, no files were changed or modified in any way since friday > (it worked on friday) currently can see tickets, open tickets, > resolve tickets, but none of the links work (left side) > > System error > error: Can't locate object method "new" via package > "RT::Interface::Web::QueryBuilder::Tree" at /usr/local/rt3/share/html/ > Search/Build.html line 288. > context: > ... > 284: > 285: my $depth = 1; > 286: > 287: # make a tree root > 288: $$tree = RT::Interface::Web::QueryBuilder::Tree->new; > 289: my $root = RT::Interface::Web::QueryBuilder::Tree->new( 'AND', > $$tree ); > 290: my $lastnode = $root; > 291: my $parentnode = $root; > 292: > ... > code stack: /usr/local/rt3/share/html/Search/Build.html:288 > /usr/local/rt3/share/html/autohandler:215 > raw error > > System error > error: Can't locate object method "new" via package > "RT::Interface::Web::QueryBuilder::Tree" at /usr/local/rt3/share/html/ > Search/Build.html line 288. > context: > ... > 284: > 285: my $depth = 1; > 286: > 287: # make a tree root > 288: $$tree = RT::Interface::Web::QueryBuilder::Tree->new; > 289: my $root = RT::Interface::Web::QueryBuilder::Tree->new( 'AND', > $$tree ); > 290: my $lastnode = $root; > 291: my $parentnode = $root; > 292: > ... > code stack: /usr/local/rt3/share/html/Search/Build.html:288 > /usr/local/rt3/share/html/autohandler:215 > > > > > raw error > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > Can't locate object method "new" via package > "RT::Interface::Web::QueryBuilder::Tree" at /usr/local/rt3/share/html/ > Search/Build.html line 288. > > > Trace begun at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ > Exceptions.pm line 129 > HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object > method "new" via package "RT::Interface::Web::QueryBuilder::Tree" at / > usr/local/rt3/share/html/Search/Build.html line 288.^J') called at / > usr/local/rt3/share/html/Search/Build.html line 288 > HTML::Mason::Commands::__ANON__(undef, 'SCALAR(0xba774c8)', 'ARRAY > (0xba274c0)') called at /usr/local/rt3/share/html/Search/Build.html > line 451 > 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 > (0xba64d44)') 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 /usr/lib/perl5/ > site_perl/5.8.5/HTML/Mason/Request.pm line 914 > HTML::Mason::Request::call_next('HTML::Mason::Request::CGI=HASH > (0xb620030)') called at /usr/local/rt3/share/html/autohandler line 215 > HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.5/ > HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH > (0xb6200cc)') 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 > (0xb620030)') 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 > (0xb620030)') 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 > (0xb689d6c)', 'HASH(0xb79c164)') 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(0xb689d6c)', 'CGI::Fast=HASH > (0xb79c1a0)') called at /usr/local/rt3/bin/mason_handler.fcgi line 76 > eval {...} at /usr/local/rt3/bin/mason_handler.fcgi line 76 > > > > > > > > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- -Erik- From rt-users at mjch.net Mon May 22 21:30:50 2006 From: rt-users at mjch.net (Malcolm Herbert) Date: Tue, 23 May 2006 11:30:50 +1000 Subject: [rt-users] removing an email address from an incoming ticket? In-Reply-To: <5613F89D78D2F545A40423EBA5535C300F6E04F5@LAXEVS01.lax.corp.int.untd.com> References: <5613F89D78D2F545A40423EBA5535C300F6E04F5@LAXEVS01.lax.corp.int.untd.com> Message-ID: <20060523013050.GB5746@mjch.net> On Fri, May 19, 2006 at 08:14:34AM -0700, Schultz, Eric wrote: |> I tend to use RT in a 'stealth' manner, in that I encourage my users |> to send an email to me directly, then I'll bounce it to the relevant |> queue after I've determined that it's a job to look at ... |> |> Unfortunately this means that I end up as a Cc: on the ticket, which |> means I get a duplicate copy of any email associated with it ... |> |> Is there any easy way to prevent that behaviour? | |Make sure that $ParseNewMessageForTicketCcs in RT_SiteConfig.pm is set |to 0. I have that set and I want this behaviour, I just don't want the extra copies Cc:ed to me. I already use procmail at the mail entry point, but was hoping to be able to manipulate the ticket object when it's created in some sort of custom scrip action, but I'm all at sea when it comes to RT internals, sorry ... In essence all I'm looking for is a Perl snippet to remove a particular address from a list of ticket Cc addresses if present ... -- Malcolm Herbert This brain intentionally mjch at mjch.net left blank From vivek at khera.org Mon May 22 17:04:58 2006 From: vivek at khera.org (Vivek Khera) Date: Mon, 22 May 2006 17:04:58 -0400 Subject: [rt-users] Multiple tickets per incoming email In-Reply-To: <446C852B.8080701@bestpractical.com> References: <6.2.3.4.2.20060518101057.034da788@po14.mit.edu> <446C852B.8080701@bestpractical.com> Message-ID: On May 18, 2006, at 10:31 AM, Jesse Vincent wrote: > still queued for submission. The quick-and-easy fix is to change the > --timeout on your mail aliases Also, be sure that the fcgi timeout (if you're using fcgi) is greater than the timeout you give to RT. I use 305 seconds for fcgi, and 300 seconds for rt, and also 300 seconds for postfix to run a command. When fcgi would timeout (because I had a shorter timeout) I would get duplicated messages on large attachments.... I've also limited attachment size since then too :-) -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2530 bytes Desc: not available URL: From vivek at khera.org Mon May 22 17:07:54 2006 From: vivek at khera.org (Vivek Khera) Date: Mon, 22 May 2006 17:07:54 -0400 Subject: [rt-users] Multiple tickets per incoming email In-Reply-To: <5613F89D78D2F545A40423EBA5535C300F6DFD54@LAXEVS01.lax.corp.int.untd.com> References: <5613F89D78D2F545A40423EBA5535C300F6DFD54@LAXEVS01.lax.corp.int.untd.com> Message-ID: <2C5CE38A-60D5-408E-ADC3-F0859266D41A@khera.org> On May 18, 2006, at 11:37 AM, Schultz, Eric wrote: > Eric Schultz > United Online Heh... i'm reading and responding to my email (offline) on a United flight from frankfurt to washington... when do we get satellite hookups to the net? Then I could check my RT status too... :-) -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2530 bytes Desc: not available URL: From msnyder at servervault.com Tue May 23 03:36:41 2006 From: msnyder at servervault.com (Mathew Snyder) Date: Tue, 23 May 2006 03:36:41 -0400 Subject: [rt-users] custom field search rights Message-ID: <4472BB89.20003@servervault.com> I have a custom field that as a member of a group with SuperUser rights, I can see and perform searches against. However, regular users can't. What right do I need to grant to allow non-admin users to search on custom fields? Thanks -- Mathew Snyder Systems Administrator Network+ ServerVault TechOps From mpickard at visitlondon.com Tue May 23 04:47:21 2006 From: mpickard at visitlondon.com (Michael Pickard) Date: Tue, 23 May 2006 09:47:21 +0100 Subject: [rt-users] Reading commits from external file Message-ID: I would like to adapt an existing bash script so that rather than committing the whole of a particular working directory it only commits those changes identified in the external file. For example, the external file might contain only two lines /src/com/mydomain/myclass.java /src/com/mydomain/myotherclass.java In this case my script would (loop?) through the lines committing each in turn e.g. svn commit -m "Passed testing" [filepath from external file] Does anyone have experience of anything like this ? Am I missing anything obvious ? TIA, Michael Michael Pickard Software Engineer Visit London 6th Floor, 2 More London Riverside, London, SE1 2RR Tel: +44 (0)20 7234 5857 Fax: +44 (0)20 7234 5751 www.visitlondon.com Visit London is the official visitor organisation for London. Visit London is partly funded by Partnership, the Mayor's London Development Agency and the Association of London Government. The information contained in this e-mail is confidential and intended for the named recipient(s) only. If you have received it in error, please notify the sender immediately and then delete the message. If you are not the intended recipient, you must not use, disclose, copy or distribute this email. The views expressed in this e-mail are those of the individual and not of Visit London. We reserve the right to read and monitor any email or attachment entering or leaving our systems without prior notice. -------------- next part -------------- An HTML attachment was scrubbed... URL: From mpickard at visitlondon.com Tue May 23 05:18:37 2006 From: mpickard at visitlondon.com (Michael Pickard) Date: Tue, 23 May 2006 10:18:37 +0100 Subject: [rt-users] Reading commits from external file Message-ID: Apologies to all - wrong list! ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Michael Pickard Sent: 23 May 2006 09:47 To: rt-users at lists.bestpractical.com Subject: [rt-users] Reading commits from external file I would like to adapt an existing bash script so that rather than committing the whole of a particular working directory it only commits those changes identified in the external file. For example, the external file might contain only two lines /src/com/mydomain/myclass.java /src/com/mydomain/myotherclass.java In this case my script would (loop?) through the lines committing each in turn e.g. svn commit -m "Passed testing" [filepath from external file] Does anyone have experience of anything like this ? Am I missing anything obvious ? TIA, Michael Michael Pickard Software Engineer Visit London 6th Floor, 2 More London Riverside, London, SE1 2RR Tel: +44 (0)20 7234 5857 Fax: +44 (0)20 7234 5751 www.visitlondon.com Visit London is the official visitor organisation for London. Visit London is partly funded by Partnership, the Mayor's London Development Agency and the Association of London Government. The information contained in this e-mail is confidential and intended for the named recipient(s) only. If you have received it in error, please notify the sender immediately and then delete the message. If you are not the intended recipient, you must not use, disclose, copy or distribute this email. The views expressed in this e-mail are those of the individual and not of Visit London. We reserve the right to read and monitor any email or attachment entering or leaving our systems without prior notice. Michael Pickard Software Engineer Visit London 6th Floor, 2 More London Riverside, London, SE1 2RR Tel: +44 (0)20 7234 5857 Fax: +44 (0)20 7234 5751 www.visitlondon.com Visit London is the official visitor organisation for London. Visit London is partly funded by Partnership, the Mayor's London Development Agency and the Association of London Government. The information contained in this e-mail is confidential and intended for the named recipient(s) only. If you have received it in error, please notify the sender immediately and then delete the message. If you are not the intended recipient, you must not use, disclose, copy or distribute this email. The views expressed in this e-mail are those of the individual and not of Visit London. We reserve the right to read and monitor any email or attachment entering or leaving our systems without prior notice. -------------- next part -------------- An HTML attachment was scrubbed... URL: From gim_yogo at hotmail.com Tue May 23 05:18:00 2006 From: gim_yogo at hotmail.com (James Yogo) Date: Tue, 23 May 2006 12:18:00 +0300 Subject: [rt-users] RE :Installation Tips Message-ID: Hi, I am really interested in implementing a ticketing system for my organisation. I am buffled by what peaple say about it but unfortunately i have been defeated on installing the system. Could someone out there lend a hand probably on Suse 9 or Fedora platforms. I have tried on redhad in vain. Regards, James Y. _________________________________________________________________ Express yourself instantly with MSN Messenger! Download today it's FREE! http://messenger.msn.click-url.com/go/onm00200471ave/direct/01/ From andreas.sinn at cpb-software.ag Tue May 23 05:39:16 2006 From: andreas.sinn at cpb-software.ag (Andreas Sinn) Date: Tue, 23 May 2006 11:39:16 +0200 Subject: [rt-users] problems with rt-mailgate Message-ID: <73B9C5C17D425D45B5CAA354C4E66C4A013F93AE@cpbs-mxs1.cpbs.at> When I try to send an email for commenting, the i get the following error: linuxtest sendmail[9925]: k4N9VXf2009923: to="|/etc/smrsh/rt-mailgate --queue General --debug --action comment --url http://linuxtest/", ctladdr= (8/0), delay=00:00:01, xdelay=00:00:01, mailer=prog, pri=34832, dsn=4.0.0, stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL please help -------------- next part -------------- An HTML attachment was scrubbed... URL: From vladimir.jirasek at googlemail.com Tue May 23 06:58:05 2006 From: vladimir.jirasek at googlemail.com (Vladimir Jirasek) Date: Tue, 23 May 2006 11:58:05 +0100 Subject: [rt-users] changing RT name Message-ID: <9dc3edc00605230358u4c8390dbq46c41ef8d42136aa@mail.gmail.com> Hello, we want to change the RT name but to make sure that the old correspondence is not lost we want to be able to receive emails with both RT names. I did try to change emailparser.pm but no luck. Has anyone succeeded? There is a little help in Wiki and I hope I can update it once all is OK. Regards Vladimir -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfh at mqsoftware.com Tue May 23 08:07:49 2006 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Tue, 23 May 2006 07:07:49 -0500 Subject: [rt-users] RTx::Statistics install issues (found a thread, but no resolution) Message-ID: <63BEA5E623E09F4D92233FB12A9F79431C70AE@emailmn.mqsoftware.com> Paul, You said that you're moving your RT from one server to another, was Statistics working before the move? Did you move it by installing as if a clean installation on the new server, or did you just copy /opt/rt3? You definitely should *not* just unpack the archive in /opt/rt3, follow the instructions in the README file to run make. Since you've unpacked the archive directly, if it was me, I'd remove /opt/rt3 and start over (since rt doesn't take that long to install). The errors that your seeing don't ring any bells with me as to what the problem is. -- 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 Paul Crossman > Sent: Monday, May 22, 2006 1:25 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] RTx::Statistics install issues (found a thread,but > no resolution) > > I'm having issues with an RTx::Statistics 1.0.8 installation and this > thread in the list > (http://archives.free.net.ph/message/20060105.052158.ffebdbaa.en.html) > is the exact problem I'm having, however the thread just ends with no > resolution. If you are one of the posters having this problem (Bill > and/or Austin), could you contact me with your eventual solution if > you > ever found one? > > I'm moving my RT installation from one RHEL sever to another and the > link for Statistics doesn't show up on the left column on the new > server. > > The only strange thing I can see is this error appears on my apache > error.log. > > [Mon May 22 11:47:08 2006] [error] [client 1.2.3.4] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value > in > length at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Resolver/File.pm > line 52., referer: http://myrtserver.tvguide.com/rt/ > > Current config: > RT 3.4.2 > RHEL 4 > > I've tried both using the Makefile and just copying the files to > /opt/rt3/share. > > I can go to links by hand, but I can't click on any in the Stats > screens. I get HTTP errors. > > Example: > > System error > error: could not find component for initial path > '/RTx/OpenStalled/index.html' (component roots are: > '/opt/rt3/local/html', '/opt/rt3/share/html') > context: > ... > 200: $self->{out_method} = sub { $$bufref .= $_[0] }; > 201: } > 202: $self->{use_internal_component_caches} = > 203: $self->{interp}->use_internal_component_caches; > 204: $self->_initialize; > 205: > 206: return $self; > 207: } > 208: > ... > code stack: > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:204 > /usr/lib/perl5/site_perl/5.8.5/Class/Container.pm:275 > /usr/lib/perl5/site_perl/5.8.5/Class/Container.pm:353 > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:348 > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:342 > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:123 > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:73 > /opt/rt3/bin/mason_handler.fcgi:76 > raw error > > > Any help would be appreciated. > > Thanks, > Paul C. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html From lesmikesell at gmail.com Tue May 23 08:55:06 2006 From: lesmikesell at gmail.com (Les Mikesell) Date: Tue, 23 May 2006 07:55:06 -0500 Subject: [rt-users] RE :Installation Tips In-Reply-To: References: Message-ID: <1148388906.32636.23.camel@les-home.futuresource.com> On Tue, 2006-05-23 at 04:18, James Yogo wrote: > I am really interested in implementing a ticketing system for my > organisation. I am buffled by what peaple say about it but unfortunately i > have been defeated on installing the system. > > Could someone out there lend a hand probably on Suse 9 or Fedora platforms. > I have tried on redhad in vain. If you have RHEL4 or Centos4.x, follow these instructions: http://wiki.bestpractical.com/index.cgi?RPMInstall but you don't need to build your own mod_perl, just yum install mod_perl if it isn't already there and skip that section of the page. The web side should just come up working. The only tricky part is getting mail to come in the way rt-mail-dispatcher wants it. If you are installing a new Linux distro for this, Centos 4.x is a good choice. The only problem I've seen with this package is that it moves the installed location so that you can't add in asset tracker. -- Les Mikesell lesmikesell at gmail.com From todd at chaka.net Tue May 23 08:59:22 2006 From: todd at chaka.net (Todd Chapman) Date: Tue, 23 May 2006 08:59:22 -0400 Subject: [rt-users] custom field search rights In-Reply-To: <4472BB89.20003@servervault.com> References: <4472BB89.20003@servervault.com> Message-ID: <20060523125922.GZ16223@chaka.net> SeeCustomField On Tue, May 23, 2006 at 03:36:41AM -0400, Mathew Snyder wrote: > I have a custom field that as a member of a group with SuperUser rights, > I can see and perform searches against. However, regular users can't. > What right do I need to grant to allow non-admin users to search on > custom fields? > > Thanks > -- > 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 dtikhonov at vonage.com Tue May 23 08:43:40 2006 From: dtikhonov at vonage.com (Dmitri Tikhonov) Date: Tue, 23 May 2006 08:43:40 -0400 Subject: [rt-users] RE :Installation Tips In-Reply-To: References: Message-ID: <1148388221.25372.1.camel@localhost.localdomain> On Tue, 2006-05-23 at 05:18 -0400, James Yogo wrote: > Could someone out there lend a hand probably on Suse 9 or Fedora > platforms. > I have tried on redhad in vain. On Fedora Cora 5, installing RT is as easy as # yum install rt3 They really did a great job of packaging RT, those Fedora guys. I recommend. - Dmitri. From ESchultz at corp.untd.com Tue May 23 11:02:23 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Tue, 23 May 2006 08:02:23 -0700 Subject: [rt-users] Multiple tickets per incoming email Message-ID: <5613F89D78D2F545A40423EBA5535C300F7A9AA3@LAXEVS01.lax.corp.int.untd.com> United *On*line, not United *Air*lines :-) Eric Schultz United *On*line > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Vivek Khera > Sent: Monday, May 22, 2006 2:08 PM > To: RT-Users list > Subject: Re: [rt-users] Multiple tickets per incoming email > > > On May 18, 2006, at 11:37 AM, Schultz, Eric wrote: > > > Eric Schultz > > United Online > > Heh... i'm reading and responding to my email (offline) on a United > flight from frankfurt to washington... when do we get satellite > hookups to the net? Then I could check my RT status too... :-) > > From klusk at brit.com Tue May 23 11:12:41 2006 From: klusk at brit.com (Kristopher Lusk) Date: Tue, 23 May 2006 10:12:41 -0500 Subject: [rt-users] Question about ticket appearance. Message-ID: <20060523151037.DAECEA3AE7@mail.brit.com> Hello List, We would like to be able to tell which comments in the tickets are ours, and which comments come from customers - just by looking at the comment. As sometimes comments and replies can become very wordy, it would be nice to be able to jump right to customer issues in order to handle them more quickly. Is there any significance to the blue/green/grey/white/red color scheme on the tickets? If not is there a way to change how the text appears (font, color, format), or the cell background color, dependant upon which link (Reply, Comment) is clicked? Does RT support this? Please advise. Thanks, Kris -------------- next part -------------- An HTML attachment was scrubbed... URL: From george at alink.co.za Tue May 23 10:54:12 2006 From: george at alink.co.za (George Barnett) Date: Tue, 23 May 2006 15:54:12 +0100 Subject: [rt-users] ticket taking a long time to draw Message-ID: <44732214.3000009@alink.co.za> Hi, Tickets are taking a very long time to draw on our RT install. After a bit of digging, I've found it's the 'More about XYZ' box that lists other tickets the user has open. This query: SELECT DISTINCT main.* FROM (((Tickets main JOIN Groups Groups_1 ON ( Groups_1.Instance = main.id)) LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.GroupId = Groups_1.id) AND( (CachedGroupMembers_2.GroupId != CachedGroupMembers_2.MemberId))) LEFT JOIN Users Users_3 ON ( Users_3.id = CachedGroupMembers_2.MemberId)) WHERE ((Groups_1.Domain = 'RT::Ticket-Role')) AND ((Groups_1.Type = 'Requestor')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( ( ( (Users_3.EmailAddress = 'foo.bar at test.com') ) ) AND ( (main.Status = 'new')OR(main.Status = 'open') ) ) ORDER BY main.Priority DESC LIMIT 10; We have around 800K tickets in the database and this is causing the select to take about 16 seconds. The DB server isn't small either, it's a 4 way opteron. after doing an explain select, I noticed the row estimate of 230K +----+-------------+----------------------+--------+-----------------+------------+---------+-----------------------------------+--------+----------------------------------------------+ | id | select_type | table | type | possible_keys | key | key_len | ref | rows | Extra | +----+-------------+----------------------+--------+-----------------+------------+---------+-----------------------------------+--------+----------------------------------------------+ | 1 | SIMPLE | Groups_1 | ref | Groups1,Groups2 | Groups2 | 65 | const | 231336 | Using where; Using temporary; Using filesort | | 1 | SIMPLE | main | eq_ref | PRIMARY | PRIMARY | 4 | rt3.Groups_1.Instance | 1 | Using where | | 1 | SIMPLE | CachedGroupMembers_2 | ref | DisGrouMem | DisGrouMem | 5 | rt3.Groups_1.id | 1 | Using index; Distinct | | 1 | SIMPLE | Users_3 | eq_ref | PRIMARY,Users4 | PRIMARY | 4 | rt3.CachedGroupMembers_2.MemberId | 1 | Using where; Distinct | +----+-------------+----------------------+--------+-----------------+------------+---------+-----------------------------------+--------+----------------------------------------------+ Hence I have added an index on Groups(Domain,Type) which has lowered this number to 20k, however it still takes ages. Is there something I'm missing? rt 3.4.5 searchbuilder 1.37 -- George Barnett Reality Engineer m: (+44) 797 457 1868 e: george at alink.co.za Hello? Enema Bondage? I'm calling because I want to be happy, I guess ... From jlee110 at yahoo.com Tue May 23 11:19:04 2006 From: jlee110 at yahoo.com (James Lee) Date: Tue, 23 May 2006 08:19:04 -0700 (PDT) Subject: [rt-users] RT mail gateway Message-ID: <20060523151904.6792.qmail@web51710.mail.yahoo.com> hi, i have a question on setting up mail gateway for RT. we're using rt3.2.2 with about 200 queues. is it possible to setup the gateway so that when someone reply to a ticket, the gateway would read the subject of the mail and utilize the ticket number in the subject field to update the ticket? from looking at the documentation, email alias are setup to a specific queue so we'd have hundreds of email aliases and everytime we add a new queue we'd have to add another email alias. is this correct? thanks jim __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From vivek at khera.org Tue May 23 11:41:14 2006 From: vivek at khera.org (Vivek Khera) Date: Tue, 23 May 2006 11:41:14 -0400 Subject: [rt-users] Multiple tickets per incoming email In-Reply-To: <5613F89D78D2F545A40423EBA5535C300F7A9AA3@LAXEVS01.lax.corp.int.untd.com> References: <5613F89D78D2F545A40423EBA5535C300F7A9AA3@LAXEVS01.lax.corp.int.untd.com> Message-ID: duh. and i even know that untd.com is juno, bluelight, etc. sorry. that's what happens at 2am (or was it 8pm) when you're messing up timezones. On May 23, 2006, at 11:02 AM, Schultz, Eric wrote: > United *On*line, not United *Air*lines :-) > > Eric Schultz > United *On*line > >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf >> Of Vivek Khera >> Sent: Monday, May 22, 2006 2:08 PM >> To: RT-Users list >> Subject: Re: [rt-users] Multiple tickets per incoming email >> >> >> On May 18, 2006, at 11:37 AM, Schultz, Eric wrote: >> >>> Eric Schultz >>> United Online >> >> Heh... i'm reading and responding to my email (offline) on a United >> flight from frankfurt to washington... when do we get satellite >> hookups to the net? Then I could check my RT status too... :-) >> >> -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2530 bytes Desc: not available URL: From sturner at MIT.EDU Tue May 23 11:47:49 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 23 May 2006 11:47:49 -0400 Subject: [rt-users] RT mail gateway In-Reply-To: <20060523151904.6792.qmail@web51710.mail.yahoo.com> References: <20060523151904.6792.qmail@web51710.mail.yahoo.com> Message-ID: <6.2.3.4.2.20060523114609.035bbfa0@po14.mit.edu> At Tuesday 5/23/2006 11:19 AM, James Lee wrote: >hi, >i have a question on setting up mail gateway for RT. >we're using rt3.2.2 with about 200 queues. is it >possible to setup the gateway so that when someone >reply to a ticket, the gateway would read the subject >of the mail and utilize the ticket number in the >subject field to update the ticket? This is the default behavior - you're all set on that one. > from looking at >the documentation, email alias are setup to a specific >queue so we'd have hundreds of email aliases and >everytime we add a new queue we'd have to add another >email alias. is this correct? thanks >jim Yes - but it's not too hard to automate this. We have a cron job that sweeps through the queue mail addresses regularly and makes the corresponding updates to the aliases file. Steve From Paul.Crossman at tvguide.com Tue May 23 12:43:23 2006 From: Paul.Crossman at tvguide.com (Paul Crossman) Date: Tue, 23 May 2006 12:43:23 -0400 Subject: [rt-users] RTx::Statistics install issues (found a thread, but no resolution) Message-ID: <4A183CFA7B97984D81F8B70E0D9B0D8211CD70@bed1mail1.tvguide.com> Yes, I have Statistics working on the current servers. Works great too. I'm doing the move by installing everything from scratch on the new server and then importing the mysql database from the existing environment. I'm installing Statistics post importing the database though. Any thoughts on that? As far as the error goes, I don't get them on my existing server. Paul C. > -----Original Message----- > From: Kelly F. Hickel [mailto:kfh at mqsoftware.com] > Sent: Tuesday, May 23, 2006 8:08 AM > To: Paul Crossman; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] RTx::Statistics install issues (found a thread,but > no resolution) > > Paul, > You said that you're moving your RT from one server to another, > was Statistics working before the move? > > Did you move it by installing as if a clean installation on the new > server, or did you just copy /opt/rt3? > > You definitely should *not* just unpack the archive in /opt/rt3, follow > the instructions in the README file to run make. Since you've unpacked > the archive directly, if it was me, I'd remove /opt/rt3 and start over > (since rt doesn't take that long to install). The errors that your > seeing don't ring any bells with me as to what the problem is. > > -- > > 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 Paul Crossman > > Sent: Monday, May 22, 2006 1:25 PM > > To: rt-users at lists.bestpractical.com > > Subject: [rt-users] RTx::Statistics install issues (found a thread,but > > no resolution) > > > > I'm having issues with an RTx::Statistics 1.0.8 installation and this > > thread in the list > > (http://archives.free.net.ph/message/20060105.052158.ffebdbaa.en.html) > > is the exact problem I'm having, however the thread just ends with no > > resolution. If you are one of the posters having this problem (Bill > > and/or Austin), could you contact me with your eventual solution if > > you > > ever found one? > > > > I'm moving my RT installation from one RHEL sever to another and the > > link for Statistics doesn't show up on the left column on the new > > server. > > > > The only strange thing I can see is this error appears on my apache > > error.log. > > > > [Mon May 22 11:47:08 2006] [error] [client 1.2.3.4] FastCGI: server > > "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value > > in > > length at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Resolver/File.pm > > line 52., referer: http://myrtserver.tvguide.com/rt/ > > > > Current config: > > RT 3.4.2 > > RHEL 4 > > > > I've tried both using the Makefile and just copying the files to > > /opt/rt3/share. > > > > I can go to links by hand, but I can't click on any in the Stats > > screens. I get HTTP errors. > > > > Example: > > > > System error > > error: could not find component for initial path > > '/RTx/OpenStalled/index.html' (component roots are: > > '/opt/rt3/local/html', '/opt/rt3/share/html') > > context: > > ... > > 200: $self->{out_method} = sub { $$bufref .= $_[0] }; > > 201: } > > 202: $self->{use_internal_component_caches} = > > 203: $self->{interp}->use_internal_component_caches; > > 204: $self->_initialize; > > 205: > > 206: return $self; > > 207: } > > 208: > > ... > > code stack: > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:204 > > /usr/lib/perl5/site_perl/5.8.5/Class/Container.pm:275 > > /usr/lib/perl5/site_perl/5.8.5/Class/Container.pm:353 > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:348 > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:342 > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:123 > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:73 > > /opt/rt3/bin/mason_handler.fcgi:76 > > raw error > > > > > > Any help would be appreciated. > > > > Thanks, > > Paul C. > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > We're hiring! Come hack Perl for Best Practical: > > http://bestpractical.com/about/jobs.html From lesmikesell at gmail.com Tue May 23 13:10:16 2006 From: lesmikesell at gmail.com (Les Mikesell) Date: Tue, 23 May 2006 12:10:16 -0500 Subject: [rt-users] RE :Installation Tips In-Reply-To: <1148388221.25372.1.camel@localhost.localdomain> References: <1148388221.25372.1.camel@localhost.localdomain> Message-ID: <1148404216.24320.18.camel@moola.futuresource.com> On Tue, 2006-05-23 at 07:43, Dmitri Tikhonov wrote: > On Tue, 2006-05-23 at 05:18 -0400, James Yogo wrote: > > Could someone out there lend a hand probably on Suse 9 or Fedora > > platforms. > > I have tried on redhad in vain. > > On Fedora Cora 5, installing RT is as easy as > > # yum install rt3 > > They really did a great job of packaging RT, those Fedora guys. I > recommend. > Do you know if it is possible to install asset tracker on top of it? -- Les Mikesell lesmikesell at gmail.com From dtikhonov at vonage.com Tue May 23 13:19:21 2006 From: dtikhonov at vonage.com (Dmitri Tikhonov) Date: Tue, 23 May 2006 13:19:21 -0400 Subject: [rt-users] RE :Installation Tips In-Reply-To: <1148404216.24320.18.camel@moola.futuresource.com> References: <1148388221.25372.1.camel@localhost.localdomain> <1148404216.24320.18.camel@moola.futuresource.com> Message-ID: <1148404762.25372.20.camel@localhost.localdomain> On Tue, 2006-05-23 at 13:10 -0400, Les Mikesell wrote: > Do you know if it is possible to install asset tracker on > top of it? That I don't know, sorry. - Dmitri. From kfh at mqsoftware.com Tue May 23 13:30:04 2006 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Tue, 23 May 2006 12:30:04 -0500 Subject: [rt-users] RTx::Statistics install issues (found a thread, but no resolution) Message-ID: <63BEA5E623E09F4D92233FB12A9F79431C70BE@emailmn.mqsoftware.com> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Paul Crossman > Sent: Tuesday, May 23, 2006 11:43 AM > To: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] RTx::Statistics install issues (found a > thread,but no resolution) > > Yes, I have Statistics working on the current servers. Works great > too. > > I'm doing the move by installing everything from scratch on the new > server and then importing the mysql database from the existing > environment. I'm installing Statistics post importing the database > though. Any thoughts on that? [Kelly F. Hickel] Doesn't seem like that should cause a problem. > > As far as the error goes, I don't get them on my existing server. [Kelly F. Hickel] Is it feasible to run a diff between the two /opt/rt3 directories? > > Paul C. [Kelly F. Hickel] -Kelly > > > -----Original Message----- > > From: Kelly F. Hickel [mailto:kfh at mqsoftware.com] > > Sent: Tuesday, May 23, 2006 8:08 AM > > To: Paul Crossman; rt-users at lists.bestpractical.com > > Subject: RE: [rt-users] RTx::Statistics install issues (found a > thread,but > > no resolution) > > > > Paul, > > You said that you're moving your RT from one server to another, > > was Statistics working before the move? > > > > Did you move it by installing as if a clean installation on the new > > server, or did you just copy /opt/rt3? > > > > You definitely should *not* just unpack the archive in /opt/rt3, > follow > > the instructions in the README file to run make. Since you've > unpacked > > the archive directly, if it was me, I'd remove /opt/rt3 and start > over > > (since rt doesn't take that long to install). The errors that your > > seeing don't ring any bells with me as to what the problem is. > > > > -- > > > > 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 Paul Crossman > > > Sent: Monday, May 22, 2006 1:25 PM > > > To: rt-users at lists.bestpractical.com > > > Subject: [rt-users] RTx::Statistics install issues (found a > thread,but > > > no resolution) > > > > > > I'm having issues with an RTx::Statistics 1.0.8 installation and > this > > > thread in the list > > > > (http://archives.free.net.ph/message/20060105.052158.ffebdbaa.en.html) > > > is the exact problem I'm having, however the thread just ends with > no > > > resolution. If you are one of the posters having this problem > (Bill > > > and/or Austin), could you contact me with your eventual solution > if > > > you > > > ever found one? > > > > > > I'm moving my RT installation from one RHEL sever to another and > the > > > link for Statistics doesn't show up on the left column on the new > > > server. > > > > > > The only strange thing I can see is this error appears on my > apache > > > error.log. > > > > > > [Mon May 22 11:47:08 2006] [error] [client 1.2.3.4] FastCGI: > server > > > "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized > value > > > in > > > length at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Resolver/File.pm > > > line 52., referer: http://myrtserver.tvguide.com/rt/ > > > > > > Current config: > > > RT 3.4.2 > > > RHEL 4 > > > > > > I've tried both using the Makefile and just copying the files to > > > /opt/rt3/share. > > > > > > I can go to links by hand, but I can't click on any in the Stats > > > screens. I get HTTP errors. > > > > > > Example: > > > > > > System error > > > error: could not find component for initial path > > > '/RTx/OpenStalled/index.html' (component roots are: > > > '/opt/rt3/local/html', '/opt/rt3/share/html') > > > context: > > > ... > > > 200: $self->{out_method} = sub { $$bufref .= $_[0] }; > > > 201: } > > > 202: $self->{use_internal_component_caches} = > > > 203: $self->{interp}->use_internal_component_caches; > > > 204: $self->_initialize; > > > 205: > > > 206: return $self; > > > 207: } > > > 208: > > > ... > > > code stack: > > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:204 > > > /usr/lib/perl5/site_perl/5.8.5/Class/Container.pm:275 > > > /usr/lib/perl5/site_perl/5.8.5/Class/Container.pm:353 > > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:348 > > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:342 > > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:123 > > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:73 > > > /opt/rt3/bin/mason_handler.fcgi:76 > > > raw error > > > > > > > > > Any help would be appreciated. > > > > > > Thanks, > > > Paul C. > > > > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Community help: http://wiki.bestpractical.com > > > Commercial support: sales at bestpractical.com > > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > 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 fpater at dca.net Tue May 23 13:46:01 2006 From: fpater at dca.net (Frank Pater) Date: Tue, 23 May 2006 13:46:01 -0400 Subject: [rt-users] RE :Installation Tips In-Reply-To: <1148404762.25372.20.camel@localhost.localdomain> References: <1148388221.25372.1.camel@localhost.localdomain> <1148404216.24320.18.camel@moola.futuresource.com> <1148404762.25372.20.camel@localhost.localdomain> Message-ID: <20060523174601.GA1000@staff.dca.net> Hello, This is one of the reasons we chose not to use the RPM. The regular source install is simple enough with CentOS 4 (you can't use the mod_perl RPM, but we didn't have trouble building our own mod_perl 2.0.2), and we have a dedicated box for RT, so the lack of an RPM is not a big deal. As always, ymmv, but we were able to inistall AT and RTx::Shredder with no problems. Sincerely, Frank Pater DCANet http://www.dca.net voice: 888-4-DCANET (888-432-2638) fax: 302-426-6386 On Tue, May 23, 2006 at 01:19:21PM -0400, Dmitri Tikhonov wrote: > On Tue, 2006-05-23 at 13:10 -0400, Les Mikesell wrote: > > Do you know if it is possible to install asset tracker on > > top of it? > > That I don't know, sorry. > > - Dmitri. > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From lesmikesell at gmail.com Tue May 23 14:02:59 2006 From: lesmikesell at gmail.com (Les Mikesell) Date: Tue, 23 May 2006 13:02:59 -0500 Subject: [rt-users] RE :Installation Tips In-Reply-To: <20060523174601.GA1000@staff.dca.net> References: <1148388221.25372.1.camel@localhost.localdomain> <1148404216.24320.18.camel@moola.futuresource.com> <1148404762.25372.20.camel@localhost.localdomain> <20060523174601.GA1000@staff.dca.net> Message-ID: <1148407378.24320.31.camel@moola.futuresource.com> On Tue, 2006-05-23 at 12:46, Frank Pater wrote: > This is one of the reasons we chose not to use the RPM. The > regular source install is simple enough with CentOS 4 (you > can't use the mod_perl RPM, but we didn't have trouble building > our own mod_perl 2.0.2), and we have a dedicated box for RT, > so the lack of an RPM is not a big deal. As always, ymmv, but > we were able to inistall AT and RTx::Shredder with no problems. I agree that installing RT from source is not a problem, but it is very nice to have all those perl modules built as RPMs and automatically pulled in - and in the fedora case know that there won't be conflicts with the system versions because they are the system versions. My production version is hand-installed on Centos with fastcgi but I'm testing the Centos yum/RPM-install: http://wiki.bestpractical.com/index.cgi?RPMInstall which seems great other than installing AT. I'm considering building one using the perl module RPMs but then adding RT from source so AT will work. By the way, what's wrong with the stock Centos mod_perl? Mine is mod_perl-2.0.1-1.rhel4 and seems to work fine. -- Les Mikesell lesmikesell at gmail.com From dtikhonov at vonage.com Tue May 23 14:56:59 2006 From: dtikhonov at vonage.com (Dmitri Tikhonov) Date: Tue, 23 May 2006 14:56:59 -0400 Subject: [rt-users] RE :Installation Tips In-Reply-To: <1148407378.24320.31.camel@moola.futuresource.com> References: <1148388221.25372.1.camel@localhost.localdomain> <1148404216.24320.18.camel@moola.futuresource.com> <1148404762.25372.20.camel@localhost.localdomain> <20060523174601.GA1000@staff.dca.net> <1148407378.24320.31.camel@moola.futuresource.com> Message-ID: <1148410619.25372.24.camel@localhost.localdomain> On Tue, 2006-05-23 at 14:02 -0400, Les Mikesell wrote: > By the way, what's wrong with the stock Centos mod_perl? > Mine is mod_perl-2.0.1-1.rhel4 and seems to work fine. In my experience, mod_perl 2.x (and even 1.99_x) has been fine for years. There's nothing wrong with mod_perl. Use it. - Dmitri. From Paul.Crossman at tvguide.com Tue May 23 15:03:00 2006 From: Paul.Crossman at tvguide.com (Paul Crossman) Date: Tue, 23 May 2006 15:03:00 -0400 Subject: [rt-users] RTx::Statistics install issues (found a thread, but no resolution) Message-ID: <4A183CFA7B97984D81F8B70E0D9B0D8211CD75@bed1mail1.tvguide.com> Sure!!! /opt/rt3 is the original working system. rt3/ is a exploded tar from the system I'm migrating to. # diff -r /opt/rt3/ rt3/ Only in rt3/etc: RCS diff -r /opt/rt3/etc/RT_SiteConfig.pm rt3/etc/RT_SiteConfig.pm 279c279 < Set($WebBaseURL , "http://source.tvguide.com:80"); --- > Set($WebBaseURL , "http://destination.tvguide.com:80"); Only in /opt/rt3/local/html: Callbacks Only in /opt/rt3/local/html/NoAuth: webrt.css.matt Only in /opt/rt3/local/html/NoAuth: webrt.css.orig Only in /opt/rt3/local/html/NoAuth: webrt.css.working Only in /opt/rt3/local/html: RTx Only in /opt/rt3/local/lib: auto Only in rt3/share: CHANGELOG Only in rt3/share: MANIFEST Only in rt3/share: META.yml Only in rt3/share: Makefile.PL Only in rt3/share: README Only in rt3/share: inc Only in rt3/share: lib Only in rt3/var/mason_data: etc Only in rt3/var/mason_data/obj: .__obj_create_marker Paul C. > -----Original Message----- > From: Kelly F. Hickel [mailto:kfh at mqsoftware.com] > Sent: Tuesday, May 23, 2006 1:30 PM > To: Paul Crossman; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] RTx::Statistics install issues (found a thread,but > no resolution) > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > > bounces at lists.bestpractical.com] On Behalf Of Paul Crossman > > Sent: Tuesday, May 23, 2006 11:43 AM > > To: rt-users at lists.bestpractical.com > > Subject: RE: [rt-users] RTx::Statistics install issues (found a > > thread,but no resolution) > > > > Yes, I have Statistics working on the current servers. Works great > > too. > > > > I'm doing the move by installing everything from scratch on the new > > server and then importing the mysql database from the existing > > environment. I'm installing Statistics post importing the database > > though. Any thoughts on that? > [Kelly F. Hickel] Doesn't seem like that should cause a problem. > > > > > As far as the error goes, I don't get them on my existing server. > [Kelly F. Hickel] Is it feasible to run a diff between the two /opt/rt3 > directories? > > > > > Paul C. > > [Kelly F. Hickel] -Kelly > > > > > > -----Original Message----- > > > From: Kelly F. Hickel [mailto:kfh at mqsoftware.com] > > > Sent: Tuesday, May 23, 2006 8:08 AM > > > To: Paul Crossman; rt-users at lists.bestpractical.com > > > Subject: RE: [rt-users] RTx::Statistics install issues (found a > > thread,but > > > no resolution) > > > > > > Paul, > > > You said that you're moving your RT from one server to another, > > > was Statistics working before the move? > > > > > > Did you move it by installing as if a clean installation on the new > > > server, or did you just copy /opt/rt3? > > > > > > You definitely should *not* just unpack the archive in /opt/rt3, > > follow > > > the instructions in the README file to run make. Since you've > > unpacked > > > the archive directly, if it was me, I'd remove /opt/rt3 and start > > over > > > (since rt doesn't take that long to install). The errors that your > > > seeing don't ring any bells with me as to what the problem is. > > > > > > -- > > > > > > 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 Paul Crossman > > > > Sent: Monday, May 22, 2006 1:25 PM > > > > To: rt-users at lists.bestpractical.com > > > > Subject: [rt-users] RTx::Statistics install issues (found a > > thread,but > > > > no resolution) > > > > > > > > I'm having issues with an RTx::Statistics 1.0.8 installation and > > this > > > > thread in the list > > > > > > (http://archives.free.net.ph/message/20060105.052158.ffebdbaa.en.html) > > > > is the exact problem I'm having, however the thread just ends with > > no > > > > resolution. If you are one of the posters having this problem > > (Bill > > > > and/or Austin), could you contact me with your eventual solution > > if > > > > you > > > > ever found one? > > > > > > > > I'm moving my RT installation from one RHEL sever to another and > > the > > > > link for Statistics doesn't show up on the left column on the new > > > > server. > > > > > > > > The only strange thing I can see is this error appears on my > > apache > > > > error.log. > > > > > > > > [Mon May 22 11:47:08 2006] [error] [client 1.2.3.4] FastCGI: > > server > > > > "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized > > value > > > > in > > > > length at > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Resolver/File.pm > > > > line 52., referer: http://myrtserver.tvguide.com/rt/ > > > > > > > > Current config: > > > > RT 3.4.2 > > > > RHEL 4 > > > > > > > > I've tried both using the Makefile and just copying the files to > > > > /opt/rt3/share. > > > > > > > > I can go to links by hand, but I can't click on any in the Stats > > > > screens. I get HTTP errors. > > > > > > > > Example: > > > > > > > > System error > > > > error: could not find component for initial path > > > > '/RTx/OpenStalled/index.html' (component roots are: > > > > '/opt/rt3/local/html', '/opt/rt3/share/html') > > > > context: > > > > ... > > > > 200: $self->{out_method} = sub { $$bufref .= $_[0] }; > > > > 201: } > > > > 202: $self->{use_internal_component_caches} = > > > > 203: $self->{interp}->use_internal_component_caches; > > > > 204: $self->_initialize; > > > > 205: > > > > 206: return $self; > > > > 207: } > > > > 208: > > > > ... > > > > code stack: > > > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:204 > > > > /usr/lib/perl5/site_perl/5.8.5/Class/Container.pm:275 > > > > /usr/lib/perl5/site_perl/5.8.5/Class/Container.pm:353 > > > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:348 > > > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:342 > > > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:123 > > > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:73 > > > > /opt/rt3/bin/mason_handler.fcgi:76 > > > > raw error > > > > > > > > > > > > Any help would be appreciated. > > > > > > > > Thanks, > > > > Paul C. > > > > > > > > _______________________________________________ > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > > > Community help: http://wiki.bestpractical.com > > > > Commercial support: sales at bestpractical.com > > > > > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > > 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 fpater at dca.net Tue May 23 15:04:44 2006 From: fpater at dca.net (Frank Pater) Date: Tue, 23 May 2006 15:04:44 -0400 Subject: [rt-users] RE :Installation Tips In-Reply-To: <1148407378.24320.31.camel@moola.futuresource.com> References: <1148388221.25372.1.camel@localhost.localdomain> <1148404216.24320.18.camel@moola.futuresource.com> <1148404762.25372.20.camel@localhost.localdomain> <20060523174601.GA1000@staff.dca.net> <1148407378.24320.31.camel@moola.futuresource.com> Message-ID: <20060523190444.GB1000@staff.dca.net> Hi Les, On our CentOS 4.3 (Final) RT server, the stock mod_perl, according to yum, is 1.99_16-4.centos4. This prevents RT 3.4.5 from building properly with mod_perl, iirc. Are you using an additional repository, by any chance? The various CentOS mirrors seem to confirm this mod_perl version. Regardless, when using fastcgi, this isn't an issue. Frank Pater DCANet http://www.dca.net voice: 888-4-DCANET (888-432-2638) fax: 302-426-6386 On Tue, May 23, 2006 at 01:02:59PM -0500, Les Mikesell wrote: > On Tue, 2006-05-23 at 12:46, Frank Pater wrote: > > > This is one of the reasons we chose not to use the RPM. The > > regular source install is simple enough with CentOS 4 (you > > can't use the mod_perl RPM, but we didn't have trouble building > > our own mod_perl 2.0.2), and we have a dedicated box for RT, > > so the lack of an RPM is not a big deal. As always, ymmv, but > > we were able to inistall AT and RTx::Shredder with no problems. > > I agree that installing RT from source is not a problem, but > it is very nice to have all those perl modules built as > RPMs and automatically pulled in - and in the fedora case know > that there won't be conflicts with the system versions because > they are the system versions. > > My production version is hand-installed on Centos with fastcgi > but I'm testing the Centos yum/RPM-install: > http://wiki.bestpractical.com/index.cgi?RPMInstall which > seems great other than installing AT. I'm considering > building one using the perl module RPMs but then adding RT > from source so AT will work. > > By the way, what's wrong with the stock Centos mod_perl? > Mine is mod_perl-2.0.1-1.rhel4 and seems to work fine. > > -- > Les Mikesell > lesmikesell at gmail.com > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From lesmikesell at gmail.com Tue May 23 15:29:00 2006 From: lesmikesell at gmail.com (Les Mikesell) Date: Tue, 23 May 2006 14:29:00 -0500 Subject: [rt-users] RE :Installation Tips In-Reply-To: <20060523190444.GB1000@staff.dca.net> References: <1148388221.25372.1.camel@localhost.localdomain> <1148404216.24320.18.camel@moola.futuresource.com> <1148404762.25372.20.camel@localhost.localdomain> <20060523174601.GA1000@staff.dca.net> <1148407378.24320.31.camel@moola.futuresource.com> <20060523190444.GB1000@staff.dca.net> Message-ID: <1148412540.24320.42.camel@moola.futuresource.com> On Tue, 2006-05-23 at 14:04, Frank Pater wrote: > Hi Les, > > On our CentOS 4.3 (Final) RT server, the stock mod_perl, > according to yum, is 1.99_16-4.centos4. This prevents > RT 3.4.5 from building properly with mod_perl, iirc. Are > you using an additional repository, by any chance? The > various CentOS mirrors seem to confirm this mod_perl version. Ah, that's it. It is included in the repository added when you follow the instructions for yum at: http://wiki.bestpractical.com/index.cgi?RPMInstall. I was just confused by the wiki changes that seem to have been added later about rebuilding mod_perl because that wasn't necessary for me. The yum install did it all. -- Les Mikesell lesmikesell at gmail.com From kfh at mqsoftware.com Tue May 23 15:34:17 2006 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Tue, 23 May 2006 14:34:17 -0500 Subject: [rt-users] RTx::Statistics install issues (found a thread, but no resolution) Message-ID: <63BEA5E623E09F4D92233FB12A9F79431C70C6@emailmn.mqsoftware.com> Paul, It looks like the files in rt3/share are from unpacking the archive directly, so I'd remove those listed below first. Then do an ls -l in /opt/rt3/share/html. I find that when I install statistics I do it as root, but my whole /opt/rt3 tree has to be owned by apache.apache. So, if the directories /opt/rt3/share/RTx, /opt/rt3/share/Callbacks and /opt/rt3/share/Callbacks/kStatistics (and all their children) aren't owned by the same user and group as the other directories in /opt/rt3/share, do a chown -R on the and try again.... -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com > -----Original Message----- > From: Paul Crossman [mailto:Paul.Crossman at tvguide.com] > Sent: Tuesday, May 23, 2006 2:03 PM > To: Kelly F. Hickel; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] RTx::Statistics install issues (found a > thread,but no resolution) > > Sure!!! > > /opt/rt3 is the original working system. > rt3/ is a exploded tar from the system I'm migrating to. > > # diff -r /opt/rt3/ rt3/ > Only in rt3/etc: RCS > diff -r /opt/rt3/etc/RT_SiteConfig.pm rt3/etc/RT_SiteConfig.pm > 279c279 > < Set($WebBaseURL , "http://source.tvguide.com:80"); > --- > > Set($WebBaseURL , "http://destination.tvguide.com:80"); > Only in /opt/rt3/local/html: Callbacks > Only in /opt/rt3/local/html/NoAuth: webrt.css.matt > Only in /opt/rt3/local/html/NoAuth: webrt.css.orig > Only in /opt/rt3/local/html/NoAuth: webrt.css.working > Only in /opt/rt3/local/html: RTx > Only in /opt/rt3/local/lib: auto > Only in rt3/share: CHANGELOG > Only in rt3/share: MANIFEST > Only in rt3/share: META.yml > Only in rt3/share: Makefile.PL > Only in rt3/share: README > Only in rt3/share: inc > Only in rt3/share: lib > Only in rt3/var/mason_data: etc > Only in rt3/var/mason_data/obj: .__obj_create_marker > > Paul C. > > > > -----Original Message----- > > From: Kelly F. Hickel [mailto:kfh at mqsoftware.com] > > Sent: Tuesday, May 23, 2006 1:30 PM > > To: Paul Crossman; rt-users at lists.bestpractical.com > > Subject: RE: [rt-users] RTx::Statistics install issues (found a > thread,but > > no resolution) > > > > > -----Original Message----- > > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > > > bounces at lists.bestpractical.com] On Behalf Of Paul Crossman > > > Sent: Tuesday, May 23, 2006 11:43 AM > > > To: rt-users at lists.bestpractical.com > > > Subject: RE: [rt-users] RTx::Statistics install issues (found a > > > thread,but no resolution) > > > > > > Yes, I have Statistics working on the current servers. Works > great > > > too. > > > > > > I'm doing the move by installing everything from scratch on the > new > > > server and then importing the mysql database from the existing > > > environment. I'm installing Statistics post importing the > database > > > though. Any thoughts on that? > > [Kelly F. Hickel] Doesn't seem like that should cause a problem. > > > > > > > > As far as the error goes, I don't get them on my existing server. > > [Kelly F. Hickel] Is it feasible to run a diff between the two > /opt/rt3 > > directories? > > > > > > > > Paul C. > > > > [Kelly F. Hickel] -Kelly > > > > > > > > > -----Original Message----- > > > > From: Kelly F. Hickel [mailto:kfh at mqsoftware.com] > > > > Sent: Tuesday, May 23, 2006 8:08 AM > > > > To: Paul Crossman; rt-users at lists.bestpractical.com > > > > Subject: RE: [rt-users] RTx::Statistics install issues (found a > > > thread,but > > > > no resolution) > > > > > > > > Paul, > > > > You said that you're moving your RT from one server to > another, > > > > was Statistics working before the move? > > > > > > > > Did you move it by installing as if a clean installation on the > new > > > > server, or did you just copy /opt/rt3? > > > > > > > > You definitely should *not* just unpack the archive in /opt/rt3, > > > follow > > > > the instructions in the README file to run make. Since you've > > > unpacked > > > > the archive directly, if it was me, I'd remove /opt/rt3 and > start > > > over > > > > (since rt doesn't take that long to install). The errors that > your > > > > seeing don't ring any bells with me as to what the problem is. > > > > > > > > -- > > > > > > > > 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 Paul Crossman > > > > > Sent: Monday, May 22, 2006 1:25 PM > > > > > To: rt-users at lists.bestpractical.com > > > > > Subject: [rt-users] RTx::Statistics install issues (found a > > > thread,but > > > > > no resolution) > > > > > > > > > > I'm having issues with an RTx::Statistics 1.0.8 installation > and > > > this > > > > > thread in the list > > > > > > > > > (http://archives.free.net.ph/message/20060105.052158.ffebdbaa.en.html) > > > > > is the exact problem I'm having, however the thread just ends > with > > > no > > > > > resolution. If you are one of the posters having this problem > > > (Bill > > > > > and/or Austin), could you contact me with your eventual > solution > > > if > > > > > you > > > > > ever found one? > > > > > > > > > > I'm moving my RT installation from one RHEL sever to another > and > > > the > > > > > link for Statistics doesn't show up on the left column on the > new > > > > > server. > > > > > > > > > > The only strange thing I can see is this error appears on my > > > apache > > > > > error.log. > > > > > > > > > > [Mon May 22 11:47:08 2006] [error] [client 1.2.3.4] FastCGI: > > > server > > > > > "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized > > > value > > > > > in > > > > > length at > > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Resolver/File.pm > > > > > line 52., referer: http://myrtserver.tvguide.com/rt/ > > > > > > > > > > Current config: > > > > > RT 3.4.2 > > > > > RHEL 4 > > > > > > > > > > I've tried both using the Makefile and just copying the files > to > > > > > /opt/rt3/share. > > > > > > > > > > I can go to links by hand, but I can't click on any in the > Stats > > > > > screens. I get HTTP errors. > > > > > > > > > > Example: > > > > > > > > > > System error > > > > > error: could not find component for initial path > > > > > '/RTx/OpenStalled/index.html' (component roots are: > > > > > '/opt/rt3/local/html', '/opt/rt3/share/html') > > > > > context: > > > > > ... > > > > > 200: $self->{out_method} = sub { $$bufref .= $_[0] }; > > > > > 201: } > > > > > 202: $self->{use_internal_component_caches} = > > > > > 203: $self->{interp}->use_internal_component_caches; > > > > > 204: $self->_initialize; > > > > > 205: > > > > > 206: return $self; > > > > > 207: } > > > > > 208: > > > > > ... > > > > > code stack: > > > > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:204 > > > > > /usr/lib/perl5/site_perl/5.8.5/Class/Container.pm:275 > > > > > /usr/lib/perl5/site_perl/5.8.5/Class/Container.pm:353 > > > > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:348 > > > > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:342 > > > > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:123 > > > > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:73 > > > > > /opt/rt3/bin/mason_handler.fcgi:76 > > > > > raw error > > > > > > > > > > > > > > > Any help would be appreciated. > > > > > > > > > > Thanks, > > > > > Paul C. > > > > > > > > > > _______________________________________________ > > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt- > users > > > > > > > > > > Community help: http://wiki.bestpractical.com > > > > > Commercial support: sales at bestpractical.com > > > > > > > > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > > > 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 Paul.Crossman at tvguide.com Tue May 23 15:43:33 2006 From: Paul.Crossman at tvguide.com (Paul Crossman) Date: Tue, 23 May 2006 15:43:33 -0400 Subject: [rt-users] RTx::Statistics install issues (found a thread, but no resolution) Message-ID: <4A183CFA7B97984D81F8B70E0D9B0D8211CD76@bed1mail1.tvguide.com> I actually just finished flushing my install at the destination. Just an initial DB. Still no go. [Tue May 23 14:34:29 2006] [error] [client 172.28.8.23] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value in concatenation (.) or string at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Resolver/File.pm line 51. [Tue May 23 14:34:29 2006] [error] [client 172.28.8.23] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value in length at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Resolver/File.pm line 52. Those errors show up in the httpd error log. The installation I have that works all the Statistics files are root:root and the RT3 files are root:bin. Everything works fine. Could the HTML::Mason perl module be a problem? How can I remove the module and reinstall it? Paul C. > -----Original Message----- > From: Kelly F. Hickel [mailto:kfh at mqsoftware.com] > Sent: Tuesday, May 23, 2006 3:34 PM > To: Paul Crossman; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] RTx::Statistics install issues (found a thread,but > no resolution) > > Paul, > It looks like the files in rt3/share are from unpacking the > archive directly, so I'd remove those listed below first. Then do an ls > -l in /opt/rt3/share/html. I find that when I install statistics I do > it as root, but my whole /opt/rt3 tree has to be owned by apache.apache. > So, if the directories /opt/rt3/share/RTx, /opt/rt3/share/Callbacks and > /opt/rt3/share/Callbacks/kStatistics (and all their children) aren't > owned by the same user and group as the other directories in > /opt/rt3/share, do a chown -R on the and try again.... > > -- > > Kelly F. Hickel > Senior Software Architect > MQSoftware, Inc > 952.345.8677 > kfh at mqsoftware.com > > > > -----Original Message----- > > From: Paul Crossman [mailto:Paul.Crossman at tvguide.com] > > Sent: Tuesday, May 23, 2006 2:03 PM > > To: Kelly F. Hickel; rt-users at lists.bestpractical.com > > Subject: RE: [rt-users] RTx::Statistics install issues (found a > > thread,but no resolution) > > > > Sure!!! > > > > /opt/rt3 is the original working system. > > rt3/ is a exploded tar from the system I'm migrating to. > > > > # diff -r /opt/rt3/ rt3/ > > Only in rt3/etc: RCS > > diff -r /opt/rt3/etc/RT_SiteConfig.pm rt3/etc/RT_SiteConfig.pm > > 279c279 > > < Set($WebBaseURL , "http://source.tvguide.com:80"); > > --- > > > Set($WebBaseURL , "http://destination.tvguide.com:80"); > > Only in /opt/rt3/local/html: Callbacks > > Only in /opt/rt3/local/html/NoAuth: webrt.css.matt > > Only in /opt/rt3/local/html/NoAuth: webrt.css.orig > > Only in /opt/rt3/local/html/NoAuth: webrt.css.working > > Only in /opt/rt3/local/html: RTx > > Only in /opt/rt3/local/lib: auto > > Only in rt3/share: CHANGELOG > > Only in rt3/share: MANIFEST > > Only in rt3/share: META.yml > > Only in rt3/share: Makefile.PL > > Only in rt3/share: README > > Only in rt3/share: inc > > Only in rt3/share: lib > > Only in rt3/var/mason_data: etc > > Only in rt3/var/mason_data/obj: .__obj_create_marker > > > > Paul C. > > > > > > > -----Original Message----- > > > From: Kelly F. Hickel [mailto:kfh at mqsoftware.com] > > > Sent: Tuesday, May 23, 2006 1:30 PM > > > To: Paul Crossman; rt-users at lists.bestpractical.com > > > Subject: RE: [rt-users] RTx::Statistics install issues (found a > > thread,but > > > no resolution) > > > > > > > -----Original Message----- > > > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > > > > bounces at lists.bestpractical.com] On Behalf Of Paul Crossman > > > > Sent: Tuesday, May 23, 2006 11:43 AM > > > > To: rt-users at lists.bestpractical.com > > > > Subject: RE: [rt-users] RTx::Statistics install issues (found a > > > > thread,but no resolution) > > > > > > > > Yes, I have Statistics working on the current servers. Works > > great > > > > too. > > > > > > > > I'm doing the move by installing everything from scratch on the > > new > > > > server and then importing the mysql database from the existing > > > > environment. I'm installing Statistics post importing the > > database > > > > though. Any thoughts on that? > > > [Kelly F. Hickel] Doesn't seem like that should cause a problem. > > > > > > > > > > > As far as the error goes, I don't get them on my existing server. > > > [Kelly F. Hickel] Is it feasible to run a diff between the two > > /opt/rt3 > > > directories? > > > > > > > > > > > Paul C. > > > > > > [Kelly F. Hickel] -Kelly > > > > > > > > > > > > -----Original Message----- > > > > > From: Kelly F. Hickel [mailto:kfh at mqsoftware.com] > > > > > Sent: Tuesday, May 23, 2006 8:08 AM > > > > > To: Paul Crossman; rt-users at lists.bestpractical.com > > > > > Subject: RE: [rt-users] RTx::Statistics install issues (found a > > > > thread,but > > > > > no resolution) > > > > > > > > > > Paul, > > > > > You said that you're moving your RT from one server to > > another, > > > > > was Statistics working before the move? > > > > > > > > > > Did you move it by installing as if a clean installation on the > > new > > > > > server, or did you just copy /opt/rt3? > > > > > > > > > > You definitely should *not* just unpack the archive in /opt/rt3, > > > > follow > > > > > the instructions in the README file to run make. Since you've > > > > unpacked > > > > > the archive directly, if it was me, I'd remove /opt/rt3 and > > start > > > > over > > > > > (since rt doesn't take that long to install). The errors that > > your > > > > > seeing don't ring any bells with me as to what the problem is. > > > > > > > > > > -- > > > > > > > > > > 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 Paul Crossman > > > > > > Sent: Monday, May 22, 2006 1:25 PM > > > > > > To: rt-users at lists.bestpractical.com > > > > > > Subject: [rt-users] RTx::Statistics install issues (found a > > > > thread,but > > > > > > no resolution) > > > > > > > > > > > > I'm having issues with an RTx::Statistics 1.0.8 installation > > and > > > > this > > > > > > thread in the list > > > > > > > > > > > > (http://archives.free.net.ph/message/20060105.052158.ffebdbaa.en.html) > > > > > > is the exact problem I'm having, however the thread just ends > > with > > > > no > > > > > > resolution. If you are one of the posters having this problem > > > > (Bill > > > > > > and/or Austin), could you contact me with your eventual > > solution > > > > if > > > > > > you > > > > > > ever found one? > > > > > > > > > > > > I'm moving my RT installation from one RHEL sever to another > > and > > > > the > > > > > > link for Statistics doesn't show up on the left column on the > > new > > > > > > server. > > > > > > > > > > > > The only strange thing I can see is this error appears on my > > > > apache > > > > > > error.log. > > > > > > > > > > > > [Mon May 22 11:47:08 2006] [error] [client 1.2.3.4] FastCGI: > > > > server > > > > > > "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized > > > > value > > > > > > in > > > > > > length at > > > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Resolver/File.pm > > > > > > line 52., referer: http://myrtserver.tvguide.com/rt/ > > > > > > > > > > > > Current config: > > > > > > RT 3.4.2 > > > > > > RHEL 4 > > > > > > > > > > > > I've tried both using the Makefile and just copying the files > > to > > > > > > /opt/rt3/share. > > > > > > > > > > > > I can go to links by hand, but I can't click on any in the > > Stats > > > > > > screens. I get HTTP errors. > > > > > > > > > > > > Example: > > > > > > > > > > > > System error > > > > > > error: could not find component for initial path > > > > > > '/RTx/OpenStalled/index.html' (component roots are: > > > > > > '/opt/rt3/local/html', '/opt/rt3/share/html') > > > > > > context: > > > > > > ... > > > > > > 200: $self->{out_method} = sub { $$bufref .= $_[0] }; > > > > > > 201: } > > > > > > 202: $self->{use_internal_component_caches} = > > > > > > 203: $self->{interp}->use_internal_component_caches; > > > > > > 204: $self->_initialize; > > > > > > 205: > > > > > > 206: return $self; > > > > > > 207: } > > > > > > 208: > > > > > > ... > > > > > > code stack: > > > > > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:204 > > > > > > /usr/lib/perl5/site_perl/5.8.5/Class/Container.pm:275 > > > > > > /usr/lib/perl5/site_perl/5.8.5/Class/Container.pm:353 > > > > > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:348 > > > > > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:342 > > > > > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:123 > > > > > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:73 > > > > > > /opt/rt3/bin/mason_handler.fcgi:76 > > > > > > raw error > > > > > > > > > > > > > > > > > > Any help would be appreciated. > > > > > > > > > > > > Thanks, > > > > > > Paul C. > > > > > > > > > > > > _______________________________________________ > > > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt- > > users > > > > > > > > > > > > Community help: http://wiki.bestpractical.com > > > > > > Commercial support: sales at bestpractical.com > > > > > > > > > > > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > > > > 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 jauty at indiana.edu Tue May 23 15:45:27 2006 From: jauty at indiana.edu (Joe Auty) Date: Tue, 23 May 2006 15:45:27 -0400 Subject: [rt-users] RT ignoring reply-to address queue setting Message-ID: I have my RT queues configured with appropriate reply-to and comment- to addresses, but tickets that are emailed are set with reply-to addresses differing from this setting. My DNS entry for the machine is only a CNAME, and because of our networking structure and this machine sitting behind a router and being assigned a private IP address, it is not possible to create an A record for this machine. Is this a bug? What are these queue settings for if not for controlling how outgoing email headers will be set as? ----------- Joe Auty UITS Messaging Indiana University jauty at indiana.edu -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From kfh at mqsoftware.com Tue May 23 15:45:44 2006 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Tue, 23 May 2006 14:45:44 -0500 Subject: [rt-users] RTx::Statistics install issues (found a thread, but no resolution) Message-ID: <63BEA5E623E09F4D92233FB12A9F79431C70C8@emailmn.mqsoftware.com> > -----Original Message----- > From: Paul Crossman [mailto:Paul.Crossman at tvguide.com] > Sent: Tuesday, May 23, 2006 2:44 PM > To: Kelly F. Hickel; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] RTx::Statistics install issues (found a > thread,but no resolution) > > I actually just finished flushing my install at the destination. > > Just an initial DB. > > Still no go. > > [Tue May 23 14:34:29 2006] [error] [client 172.28.8.23] FastCGI: > server > "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value > in > concatenation (.) or string at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Resolver/File.pm line 51. > [Tue May 23 14:34:29 2006] [error] [client 172.28.8.23] FastCGI: > server > "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value > in > length at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Resolver/File.pm > line 52. > > Those errors show up in the httpd error log. > > The installation I have that works all the Statistics files are > root:root and the RT3 files are root:bin. Everything works fine. > Could > the HTML::Mason perl module be a problem? How can I remove the module > and reinstall it? [Kelly F. Hickel] Well, is Statistics the only thing that isn't working, or is the rest of RT broken too? Fixing Mason installation problems is beyond me, I consider myself lucky when I can get through a clean install and everything is working! > > Paul C. > > > -----Original Message----- > > From: Kelly F. Hickel [mailto:kfh at mqsoftware.com] > > Sent: Tuesday, May 23, 2006 3:34 PM > > To: Paul Crossman; rt-users at lists.bestpractical.com > > Subject: RE: [rt-users] RTx::Statistics install issues (found a > thread,but > > no resolution) > > > > Paul, > > It looks like the files in rt3/share are from unpacking the > > archive directly, so I'd remove those listed below first. Then do > an > ls > > -l in /opt/rt3/share/html. I find that when I install statistics I > do > > it as root, but my whole /opt/rt3 tree has to be owned by > apache.apache. > > So, if the directories /opt/rt3/share/RTx, /opt/rt3/share/Callbacks > and > > /opt/rt3/share/Callbacks/kStatistics (and all their children) aren't > > owned by the same user and group as the other directories in > > /opt/rt3/share, do a chown -R on the and try again.... > > > > -- > > > > Kelly F. Hickel > > Senior Software Architect > > MQSoftware, Inc > > 952.345.8677 > > kfh at mqsoftware.com > > > > > > > -----Original Message----- > > > From: Paul Crossman [mailto:Paul.Crossman at tvguide.com] > > > Sent: Tuesday, May 23, 2006 2:03 PM > > > To: Kelly F. Hickel; rt-users at lists.bestpractical.com > > > Subject: RE: [rt-users] RTx::Statistics install issues (found a > > > thread,but no resolution) > > > > > > Sure!!! > > > > > > /opt/rt3 is the original working system. > > > rt3/ is a exploded tar from the system I'm migrating to. > > > > > > # diff -r /opt/rt3/ rt3/ > > > Only in rt3/etc: RCS > > > diff -r /opt/rt3/etc/RT_SiteConfig.pm rt3/etc/RT_SiteConfig.pm > > > 279c279 > > > < Set($WebBaseURL , "http://source.tvguide.com:80"); > > > --- > > > > Set($WebBaseURL , "http://destination.tvguide.com:80"); > > > Only in /opt/rt3/local/html: Callbacks > > > Only in /opt/rt3/local/html/NoAuth: webrt.css.matt > > > Only in /opt/rt3/local/html/NoAuth: webrt.css.orig > > > Only in /opt/rt3/local/html/NoAuth: webrt.css.working > > > Only in /opt/rt3/local/html: RTx > > > Only in /opt/rt3/local/lib: auto > > > Only in rt3/share: CHANGELOG > > > Only in rt3/share: MANIFEST > > > Only in rt3/share: META.yml > > > Only in rt3/share: Makefile.PL > > > Only in rt3/share: README > > > Only in rt3/share: inc > > > Only in rt3/share: lib > > > Only in rt3/var/mason_data: etc > > > Only in rt3/var/mason_data/obj: .__obj_create_marker > > > > > > Paul C. > > > > > > > > > > -----Original Message----- > > > > From: Kelly F. Hickel [mailto:kfh at mqsoftware.com] > > > > Sent: Tuesday, May 23, 2006 1:30 PM > > > > To: Paul Crossman; rt-users at lists.bestpractical.com > > > > Subject: RE: [rt-users] RTx::Statistics install issues (found a > > > thread,but > > > > no resolution) > > > > > > > > > -----Original Message----- > > > > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt- > users- > > > > > bounces at lists.bestpractical.com] On Behalf Of Paul Crossman > > > > > Sent: Tuesday, May 23, 2006 11:43 AM > > > > > To: rt-users at lists.bestpractical.com > > > > > Subject: RE: [rt-users] RTx::Statistics install issues (found > a > > > > > thread,but no resolution) > > > > > > > > > > Yes, I have Statistics working on the current servers. Works > > > great > > > > > too. > > > > > > > > > > I'm doing the move by installing everything from scratch on > the > > > new > > > > > server and then importing the mysql database from the existing > > > > > environment. I'm installing Statistics post importing the > > > database > > > > > though. Any thoughts on that? > > > > [Kelly F. Hickel] Doesn't seem like that should cause a problem. > > > > > > > > > > > > > > As far as the error goes, I don't get them on my existing > server. > > > > [Kelly F. Hickel] Is it feasible to run a diff between the two > > > /opt/rt3 > > > > directories? > > > > > > > > > > > > > > Paul C. > > > > > > > > [Kelly F. Hickel] -Kelly > > > > > > > > > > > > > > > -----Original Message----- > > > > > > From: Kelly F. Hickel [mailto:kfh at mqsoftware.com] > > > > > > Sent: Tuesday, May 23, 2006 8:08 AM > > > > > > To: Paul Crossman; rt-users at lists.bestpractical.com > > > > > > Subject: RE: [rt-users] RTx::Statistics install issues > (found > a > > > > > thread,but > > > > > > no resolution) > > > > > > > > > > > > Paul, > > > > > > You said that you're moving your RT from one server to > > > another, > > > > > > was Statistics working before the move? > > > > > > > > > > > > Did you move it by installing as if a clean installation on > the > > > new > > > > > > server, or did you just copy /opt/rt3? > > > > > > > > > > > > You definitely should *not* just unpack the archive in > /opt/rt3, > > > > > follow > > > > > > the instructions in the README file to run make. Since > you've > > > > > unpacked > > > > > > the archive directly, if it was me, I'd remove /opt/rt3 and > > > start > > > > > over > > > > > > (since rt doesn't take that long to install). The errors > that > > > your > > > > > > seeing don't ring any bells with me as to what the problem > is. > > > > > > > > > > > > -- > > > > > > > > > > > > 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 Paul > Crossman > > > > > > > Sent: Monday, May 22, 2006 1:25 PM > > > > > > > To: rt-users at lists.bestpractical.com > > > > > > > Subject: [rt-users] RTx::Statistics install issues (found > a > > > > > thread,but > > > > > > > no resolution) > > > > > > > > > > > > > > I'm having issues with an RTx::Statistics 1.0.8 > installation > > > and > > > > > this > > > > > > > thread in the list > > > > > > > > > > > > > > > > (http://archives.free.net.ph/message/20060105.052158.ffebdbaa.en.html) > > > > > > > is the exact problem I'm having, however the thread just > ends > > > with > > > > > no > > > > > > > resolution. If you are one of the posters having this > problem > > > > > (Bill > > > > > > > and/or Austin), could you contact me with your eventual > > > solution > > > > > if > > > > > > > you > > > > > > > ever found one? > > > > > > > > > > > > > > I'm moving my RT installation from one RHEL sever to > another > > > and > > > > > the > > > > > > > link for Statistics doesn't show up on the left column on > the > > > new > > > > > > > server. > > > > > > > > > > > > > > The only strange thing I can see is this error appears on > my > > > > > apache > > > > > > > error.log. > > > > > > > > > > > > > > [Mon May 22 11:47:08 2006] [error] [client 1.2.3.4] > FastCGI: > > > > > server > > > > > > > "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of > uninitialized > > > > > value > > > > > > > in > > > > > > > length at > > > > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Resolver/File.pm > > > > > > > line 52., referer: http://myrtserver.tvguide.com/rt/ > > > > > > > > > > > > > > Current config: > > > > > > > RT 3.4.2 > > > > > > > RHEL 4 > > > > > > > > > > > > > > I've tried both using the Makefile and just copying the > files > > > to > > > > > > > /opt/rt3/share. > > > > > > > > > > > > > > I can go to links by hand, but I can't click on any in the > > > Stats > > > > > > > screens. I get HTTP errors. > > > > > > > > > > > > > > Example: > > > > > > > > > > > > > > System error > > > > > > > error: could not find component for initial path > > > > > > > '/RTx/OpenStalled/index.html' (component roots are: > > > > > > > '/opt/rt3/local/html', '/opt/rt3/share/html') > > > > > > > context: > > > > > > > ... > > > > > > > 200: $self->{out_method} = sub { $$bufref .= $_[0] > }; > > > > > > > 201: } > > > > > > > 202: $self->{use_internal_component_caches} = > > > > > > > 203: $self->{interp}- > >use_internal_component_caches; > > > > > > > 204: $self->_initialize; > > > > > > > 205: > > > > > > > 206: return $self; > > > > > > > 207: } > > > > > > > 208: > > > > > > > ... > > > > > > > code stack: > > > > > > > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:204 > > > > > > > /usr/lib/perl5/site_perl/5.8.5/Class/Container.pm:275 > > > > > > > /usr/lib/perl5/site_perl/5.8.5/Class/Container.pm:353 > > > > > > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:348 > > > > > > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:342 > > > > > > > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:123 > > > > > > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:73 > > > > > > > /opt/rt3/bin/mason_handler.fcgi:76 > > > > > > > raw error > > > > > > > > > > > > > > > > > > > > > Any help would be appreciated. > > > > > > > > > > > > > > Thanks, > > > > > > > Paul C. > > > > > > > > > > > > > > _______________________________________________ > > > > > > > http://lists.bestpractical.com/cgi- > bin/mailman/listinfo/rt- > > > users > > > > > > > > > > > > > > Community help: http://wiki.bestpractical.com > > > > > > > Commercial support: sales at bestpractical.com > > > > > > > > > > > > > > > > > > > > > Discover RT's hidden secrets with RT Essentials from > O'Reilly > > > > > 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 timothy-flynn at uiowa.edu Tue May 23 16:17:49 2006 From: timothy-flynn at uiowa.edu (Flynn, Timothy J) Date: Tue, 23 May 2006 15:17:49 -0500 Subject: [rt-users] Spreadsheet view displays more columns than in search Message-ID: When my users are searching for tickets, they select the columns they want and then search. A lot of them like the spreadsheet view so they can make reports. One problem is in the spreadsheet view there are a lot of extra columns that they didn't add. They appear to be most of the default time fields in RT (IE, told date, due date, etc). Is there a way to omit these? RT 3.4.5 Thanks! -Tim From ESchultz at corp.untd.com Tue May 23 16:31:43 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Tue, 23 May 2006 13:31:43 -0700 Subject: [rt-users] Spreadsheet view displays more columns than in search Message-ID: <5613F89D78D2F545A40423EBA5535C300F8D4186@LAXEVS01.lax.corp.int.untd.com> > When my users are searching for tickets, they select the columns they > want and then search. A lot of them like the spreadsheet view so they > can make reports. One problem is in the spreadsheet view there are a > lot of extra columns that they didn't add. They appear to be most of > the default time fields in RT (IE, told date, due date, etc). > Is there > a way to omit these? > > RT 3.4.5 This is what you want: http://wiki.bestpractical.com/index.cgi?SpreadsheetDisplayedFields It was vandalized, so I reverted to the previous saved version. Eric Schultz United Online From timothy.ewing at gmail.com Tue May 23 16:33:56 2006 From: timothy.ewing at gmail.com (Timothy Ewing) Date: Tue, 23 May 2006 16:33:56 -0400 Subject: [rt-users] Modifying RT Email Address Question Message-ID: <818e64410605231333v1d5dcbf8i59fb8cd05efd634f@mail.gmail.com> Hi, I am trying to get RT to send out email in a specific form and have been unable to do so to this point. I'm writing to the list in hopes that someone else has solved this problem or can point me in the right direction. I have a Linux system running RT with an IP address of 172.20.8.103. This IP address is actually listed as hostname.some.domain.com and it's also listed in hostname.domain.com (depending on the nameserver used). This IP address is tied to RT specifically (meaning that the Apache/RT configuration can failover to one of three machines). Here is a brief description of my environment Physical Host A = 172.20.8.31 (hostname = ccla1g.some.domain.com) Physical Host B = 172.20.8.32 (hostname = ccla2g.some.domain.com) Physical Host C = 172.20.8.33 (hostname = ccla3g.some.domain.com) RT Service = 172.20.8.103 (vcalgn1g.some.domain.com) These names are according to the nameserver authoritative for some.domain.com. When a ticket is created, email goes out as it should. When I open the email it shows "Lastname, Firstname via RT [queue_name at vcalgn1g.some.domain.com]" Since 172.20.8.103 is tied to RT, I want the change the email so that when someone replies it goes to queue_name at domain.com). In other words I want the ticket to read as follows: "Lastname, Firstname via RT [queue_name at vcalgn1g.domain.com]" I don't really want to make a global sendmail change. What I want to do is make a change such that when RT sends tickets out, it shows the shorter domain. Let me know if this does not make sense and I'll try to do a better job explaining. - Tim From tomw at bnl.gov Tue May 23 16:37:28 2006 From: tomw at bnl.gov (Tomasz Wlodek) Date: Tue, 23 May 2006 16:37:28 -0400 (EDT) Subject: [rt-users] User creation via e-mail In-Reply-To: References: Message-ID: Hi, As far as I can understand when a new user sends e-mail to RT for the first time he is created in RT databases, but he cannot logon to RT. But what should I do if I do not want to create users by e-mail? only registered users should be able to create tickets. If user whose e-mail is not in RT database sends an e-mail to RT I want the e-mail to bounce, without creating the user in RT databases. I do not want the external users to post and create tickets, since this invites spam. Is there a smimple way to block user creation by e-mail? There must be, I am sure. Any hints how to do this? Tomasz Wlodek | tel 631-344-7448 Brookhaven Laboratory, Building 510M | fax 631-344-7616 Upton NY 11973-5000 | From timothy-flynn at uiowa.edu Tue May 23 16:50:24 2006 From: timothy-flynn at uiowa.edu (Flynn, Timothy J) Date: Tue, 23 May 2006 15:50:24 -0500 Subject: [rt-users] Spreadsheet view displays more columns than in search Message-ID: Thanks Eric, do you know why I'd be getting different results in spreadsheet vs the web list? On one report I am getting 14 tickets in the web view and in the spreadsheet I am getting 11 and the data is wrong.. FYI the web results are correct and the spreadsheet is not. Is something not being escaped that is affecting the query? -Tim -----Original Message----- From: Schultz, Eric [mailto:ESchultz at corp.untd.com] Sent: Tuesday, May 23, 2006 3:32 PM To: Flynn, Timothy J; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Spreadsheet view displays more columns than in search > When my users are searching for tickets, they select the columns they > want and then search. A lot of them like the spreadsheet view so they > can make reports. One problem is in the spreadsheet view there are a > lot of extra columns that they didn't add. They appear to be most of > the default time fields in RT (IE, told date, due date, etc). > Is there > a way to omit these? > > RT 3.4.5 This is what you want: http://wiki.bestpractical.com/index.cgi?SpreadsheetDisplayedFields It was vandalized, so I reverted to the previous saved version. Eric Schultz United Online From ESchultz at corp.untd.com Tue May 23 16:54:41 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Tue, 23 May 2006 13:54:41 -0700 Subject: [rt-users] User creation via e-mail Message-ID: <5613F89D78D2F545A40423EBA5535C300F8D41D8@LAXEVS01.lax.corp.int.untd.com> > As far as I can understand when a new user sends e-mail to RT for the > first time he is created in RT databases, but he cannot logon to RT. > > But what should I do if I do not want to create users by e-mail? only > registered users should be able to create tickets. If user > whose e-mail is > not in RT database sends an e-mail to RT I want the e-mail to bounce, > without creating the user in RT databases. > > I do not want the external users to post and create tickets, > since this > invites spam. Is there a smimple way to block user creation by e-mail? > There must be, I am sure. Maybe this from RT_Config.pm? # If $SenderMustExistInExternalDatabase is true, RT will refuse to # create non-privileged accounts for unknown users if you are using # the "LookupSenderInExternalDatabase" option. # Instead, an error message will be mailed and RT will forward the # message to $RTOwner. # # If you are not using $LookupSenderInExternalDatabase, this option # has no effect. # # If you define an AutoRejectRequest template, RT will use this # template for the rejection message. Set($SenderMustExistInExternalDatabase , undef); But it looks like you have to have $LookupSenderInExternalDatabase, and I don't see that defined in RT_Config.pm. Also, not sure if you can fool things and have $LookupSenderInExternalDatabase really be "local". Eric Schultz United Online From ESchultz at corp.untd.com Tue May 23 16:57:04 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Tue, 23 May 2006 13:57:04 -0700 Subject: [rt-users] Spreadsheet view displays more columns than in search Message-ID: <5613F89D78D2F545A40423EBA5535C300F8D41E1@LAXEVS01.lax.corp.int.untd.com> Only thing I can think of is that you somehow modified the query before doing one query vs. the other? Maybe using the browser navigation vs. the application navigation? If the spreadsheet had more, I would say it could be something with that query being less restrictive, but that's not the case. > Thanks Eric, do you know why I'd be getting different results in > spreadsheet vs the web list? On one report I am getting 14 tickets in > the web view and in the spreadsheet I am getting 11 and the data is > wrong.. FYI the web results are correct and the spreadsheet > is not. Is > something not being escaped that is affecting the query? > > -Tim > > > -----Original Message----- > From: Schultz, Eric [mailto:ESchultz at corp.untd.com] > Sent: Tuesday, May 23, 2006 3:32 PM > To: Flynn, Timothy J; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] Spreadsheet view displays more columns than in > search > > > > When my users are searching for tickets, they select the > columns they > > want and then search. A lot of them like the spreadsheet > view so they > > can make reports. One problem is in the spreadsheet view > there are a > > lot of extra columns that they didn't add. They appear to > be most of > > the default time fields in RT (IE, told date, due date, etc). > > Is there > > a way to omit these? > > > > RT 3.4.5 > > This is what you want: > http://wiki.bestpractical.com/index.cgi?SpreadsheetDisplayedFields > It was vandalized, so I reverted to the previous saved version. > > Eric Schultz > United Online > From sturner at MIT.EDU Tue May 23 17:13:01 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 23 May 2006 17:13:01 -0400 Subject: [rt-users] User creation via e-mail In-Reply-To: References: Message-ID: <6.2.3.4.2.20060523171132.035e4a98@po14.mit.edu> At Tuesday 5/23/2006 04:37 PM, Tomasz Wlodek wrote: >Hi, > >As far as I can understand when a new user sends e-mail to RT for the >first time he is created in RT databases, but he cannot logon to RT. > >But what should I do if I do not want to create users by e-mail? only >registered users should be able to create tickets. If user whose e-mail is >not in RT database sends an e-mail to RT I want the e-mail to bounce, >without creating the user in RT databases. > >I do not want the external users to post and create tickets, since this >invites spam. Is there a smimple way to block user creation by e-mail? >There must be, I am sure. > >Any hints how to do this? I _think_ you can do this by making sure that CreateTicket is not granted to Everyone - only to your registered users. Steve From ian at knowmad.com Tue May 23 20:37:28 2006 From: ian at knowmad.com (Ian Tyndall) Date: Tue, 23 May 2006 20:37:28 -0400 Subject: [rt-users] Performing query by updated or last updated option Message-ID: <4473AAC8.30300@knowmad.com> I'm currently running RT 3.4.2, and I have the need for a query based on updated or last updated (forgive me, but I do not know the difference). I have entered various formats in this form field, such as: 2006-5-13 Mon Jun 05 24 hours However, I don't get any results back from the query. I know plenty of tickets exist that were updated in this period. Thanks in advance for any thoughts/experiences! Ian Tyndall From msnyder at servervault.com Wed May 24 03:20:36 2006 From: msnyder at servervault.com (Mathew Snyder) Date: Wed, 24 May 2006 03:20:36 -0400 Subject: [rt-users] Create new validation Message-ID: <44740944.3030108@servervault.com> I want to create a new validation for custom fields that would check the format of a date. Where would I add this? -- Mathew Snyder Systems Administrator Network+ ServerVault TechOps From timothy-flynn at uiowa.edu Wed May 24 09:05:26 2006 From: timothy-flynn at uiowa.edu (Flynn, Timothy J) Date: Wed, 24 May 2006 08:05:26 -0500 Subject: [rt-users] Spreadsheet view displays more columns than in search Message-ID: Eric, That's the weird part. It is the same exact query. They perform the search and see the web results, then they click the spreadsheet link and it comes up different than what is in the web results. I haven't applied the patch yet. Will that fix it? Thanks, -Tim -----Original Message----- From: Schultz, Eric [mailto:ESchultz at corp.untd.com] Sent: Tuesday, May 23, 2006 3:57 PM To: Flynn, Timothy J; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Spreadsheet view displays more columns than in search Only thing I can think of is that you somehow modified the query before doing one query vs. the other? Maybe using the browser navigation vs. the application navigation? If the spreadsheet had more, I would say it could be something with that query being less restrictive, but that's not the case. > Thanks Eric, do you know why I'd be getting different results in > spreadsheet vs the web list? On one report I am getting 14 tickets in > the web view and in the spreadsheet I am getting 11 and the data is > wrong.. FYI the web results are correct and the spreadsheet > is not. Is > something not being escaped that is affecting the query? > > -Tim > > > -----Original Message----- > From: Schultz, Eric [mailto:ESchultz at corp.untd.com] > Sent: Tuesday, May 23, 2006 3:32 PM > To: Flynn, Timothy J; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] Spreadsheet view displays more columns than in > search > > > > When my users are searching for tickets, they select the > columns they > > want and then search. A lot of them like the spreadsheet > view so they > > can make reports. One problem is in the spreadsheet view > there are a > > lot of extra columns that they didn't add. They appear to > be most of > > the default time fields in RT (IE, told date, due date, etc). > > Is there > > a way to omit these? > > > > RT 3.4.5 > > This is what you want: > http://wiki.bestpractical.com/index.cgi?SpreadsheetDisplayedFields > It was vandalized, so I reverted to the previous saved version. > > Eric Schultz > United Online > From torsten.brumm at kuehne-nagel.com Wed May 24 09:05:58 2006 From: torsten.brumm at kuehne-nagel.com (Torsten Brumm) Date: Wed, 24 May 2006 15:05:58 +0200 Subject: [rt-users] RT 3.4.4 Links Error In-Reply-To: <44740944.3030108@servervault.com> Message-ID: <4419D21D00637C43@front03.ibpmail.net> (added by postmaster@smtp01.ibpmail.net) Hi RT Users, I get a very strange error at the Links Section of a ticket (and also if i use the links Tab) This Ticket has a Refered by Link from RTFM and it was merged into another ticket. I have tried to reproduce this error, but no luck... It only occurs from time to time. Torsten The error: System error error: Can't call method "IsLocal" on an undefined value at /opt/rt3/lib/RT/URI.pm line 247. context: ... 243: =cut 244: 245: sub IsLocal { 246: my $self = shift; 247: return $self->Resolver->IsLocal; 248: } 249: 250: 251: # }}} ... code stack: /opt/rt3/lib/RT/URI.pm:247 /opt/rt3/lib/RT/Links_Overlay.pm:159 /opt/rt3/share/html/Elements/EditLinks:109 /opt/rt3/share/html/Ticket/ModifyLinks.html:58 /opt/rt3/share/html/autohandler:215 raw error Can'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/5.8.5/HTML/Mason/Exceptions.pm line 131 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(0xa6e8d5c)') called at /opt/rt3/lib/RT/Links_Overlay.pm line 159 RT::Links::Next('RT::Links=HASH(0xa601900)') called at /opt/rt3/share/html/Elements/EditLinks line 109 HTML::Mason::Commands::__ANON__('Object', 'RT::Ticket=HASH(0xa3d43d8)', 'Merge', 1) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa297bc 4)', 'Object', 'RT::Ticket=HASH(0xa3d43d8)', 'Merge', 1) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1074 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'Object', 'RT::Ticket=HASH(0xa3d43d8)', 'Merge', 1) called at /opt/rt3/share/html/Ticket/ModifyLinks.html line 58 HTML::Mason::Commands::__ANON__('id', 287349, 'id', 287349) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa6a918 4)', 'id', 287349, 'id', 287349) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1074 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'id', 287349, 'id', 287349) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 760 HTML::Mason::Request::call_next('HTML::Mason::Request::CGI=HASH(0xa3bc678)', 'id', 287349) called at /opt/rt3/share/html/autohandler line 215 HTML::Mason::Commands::__ANON__('id', 287349) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9d6baa 0)', 'id', 287349) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1069 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, undef, 'id', 287349) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 338 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 338 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 297 HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0xa3bc678)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 197 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 197 HTML::Mason::Request::CGI::exec('HTML::Mason::Request::CGI=HASH(0xa3bc678)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm line 216 HTML::Mason::Interp::exec(undef, undef, 'id', 287349) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 127 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 127 HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x99af8c8)', 'HASH(0xa2769dc)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 76 HTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH(0x9 9af8c8)', 'CGI::Fast=HASH(0xa1cd504)') called at /opt/rt3/bin/mason_handler.fcgi line 76 eval {...} at /opt/rt3/bin/mason_handler.fcgi line 76 From timothy-flynn at uiowa.edu Wed May 24 09:17:56 2006 From: timothy-flynn at uiowa.edu (Flynn, Timothy J) Date: Wed, 24 May 2006 08:17:56 -0500 Subject: [rt-users] Spreadsheet view displays more columns than in search Message-ID: Eric, I just dumped the TSV results to a txt file and opened with ultraedit and the data is fine. Excel is messing up the data somehow. Doesn't appear to be an RT issue, but it might be an escaping issue due to some of the content in the ticket. Thanks for the link on the patch for the columns! -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: Wednesday, May 24, 2006 8:05 AM To: rt-users at lists.bestpractical.com Subject: RE: [rt-users] Spreadsheet view displays more columns than in search Eric, That's the weird part. It is the same exact query. They perform the search and see the web results, then they click the spreadsheet link and it comes up different than what is in the web results. I haven't applied the patch yet. Will that fix it? Thanks, -Tim -----Original Message----- From: Schultz, Eric [mailto:ESchultz at corp.untd.com] Sent: Tuesday, May 23, 2006 3:57 PM To: Flynn, Timothy J; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Spreadsheet view displays more columns than in search Only thing I can think of is that you somehow modified the query before doing one query vs. the other? Maybe using the browser navigation vs. the application navigation? If the spreadsheet had more, I would say it could be something with that query being less restrictive, but that's not the case. > Thanks Eric, do you know why I'd be getting different results in > spreadsheet vs the web list? On one report I am getting 14 tickets in > the web view and in the spreadsheet I am getting 11 and the data is > wrong.. FYI the web results are correct and the spreadsheet > is not. Is > something not being escaped that is affecting the query? > > -Tim > > > -----Original Message----- > From: Schultz, Eric [mailto:ESchultz at corp.untd.com] > Sent: Tuesday, May 23, 2006 3:32 PM > To: Flynn, Timothy J; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] Spreadsheet view displays more columns than in > search > > > > When my users are searching for tickets, they select the > columns they > > want and then search. A lot of them like the spreadsheet > view so they > > can make reports. One problem is in the spreadsheet view > there are a > > lot of extra columns that they didn't add. They appear to > be most of > > the default time fields in RT (IE, told date, due date, etc). > > Is there > > a way to omit these? > > > > RT 3.4.5 > > This is what you want: > http://wiki.bestpractical.com/index.cgi?SpreadsheetDisplayedFields > It was vandalized, so I reverted to the previous saved version. > > Eric Schultz > United Online > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From thiago.cristino at gmail.com Wed May 24 09:22:28 2006 From: thiago.cristino at gmail.com (Thiago Cristino dos Santos) Date: Wed, 24 May 2006 10:22:28 -0300 Subject: [rt-users] Field validation Message-ID: Hi, there's some way to perform field validation in RT (mandatory fields, date formats, number formats, etc) ? Thiago -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Wed May 24 09:36:58 2006 From: todd at chaka.net (Todd Chapman) Date: Wed, 24 May 2006 09:36:58 -0400 Subject: [rt-users] Field validation In-Reply-To: References: Message-ID: <20060524133658.GC16223@chaka.net> On Wed, May 24, 2006 at 10:22:28AM -0300, Thiago Cristino dos Santos wrote: > Hi, > there's some way to perform field validation in RT (mandatory fields, date > formats, number formats, etc) ? > > Thiago Install RT 3.6 when it comes out. 3.6rc2 is available now. -Todd From todd at chaka.net Wed May 24 09:37:21 2006 From: todd at chaka.net (Todd Chapman) Date: Wed, 24 May 2006 09:37:21 -0400 Subject: [rt-users] Create new validation In-Reply-To: <44740944.3030108@servervault.com> References: <44740944.3030108@servervault.com> Message-ID: <20060524133721.GD16223@chaka.net> On Wed, May 24, 2006 at 03:20:36AM -0400, Mathew Snyder wrote: > I want to create a new validation for custom fields that would check the > format of a date. Where would I add this? > This is in RT 3.6. From chris at filmlight.ltd.uk Wed May 24 09:51:36 2006 From: chris at filmlight.ltd.uk (Chris Hall) Date: Wed, 24 May 2006 14:51:36 +0100 Subject: [rt-users] ldap overlay auth methods Message-ID: <447464E8.1050108@filmlight.ltd.uk> Hello, I'm using the LDAP overlay and having trouble with getting RT to autocreate new users. The user creation is working now, but now LDAP users are able to login using both their LDAP passwords, and the previously used RT passwords. My AuthMethods are: Set($AuthMethods, ['LDAP', 'Internal']); I would expect that if a user existed in ldap, but entered the wrong password, it wouldnt then try internal authentication, but that doesnt seem the case. Should I be disabling the existing RT accounts in the database? Thanks, - Chris From sturner at MIT.EDU Wed May 24 10:03:45 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 24 May 2006 10:03:45 -0400 Subject: [rt-users] Spreadsheet view displays more columns than in search In-Reply-To: References: Message-ID: <6.2.3.4.2.20060524100058.035e1608@po14.mit.edu> At Tuesday 5/23/2006 04:50 PM, Flynn, Timothy J wrote: >Thanks Eric, do you know why I'd be getting different results in >spreadsheet vs the web list? On one report I am getting 14 tickets in >the web view and in the spreadsheet I am getting 11 and the data is >wrong.. FYI the web results are correct and the spreadsheet is not. Is >something not being escaped that is affecting the query? > >-Tim > The mechanism use in searching for the web view is different from that used in the full spreadsheet download. That said, you should still see the same number of rows. When you get 14 rows in the web view are you actually seeing 14 tickets in the list, or is that number from the 'Found 14 tickets' message? It's just possible that you only have permission to see 11 of the 14 rows returned. Steve From timothy-flynn at uiowa.edu Wed May 24 10:15:04 2006 From: timothy-flynn at uiowa.edu (Flynn, Timothy J) Date: Wed, 24 May 2006 09:15:04 -0500 Subject: [rt-users] Spreadsheet view displays more columns than in search Message-ID: I think I found the root of the problem. It doesn't appear that tab characters or newlines are being escaped from the result set. This would cause issues with the presentation in Excel. I will add some coding to do this to the rows after I apply the patch. I am surprised this never affected anyone before. Thanks, -Tim -----Original Message----- From: Stephen Turner [mailto:sturner at MIT.EDU] Sent: Wednesday, May 24, 2006 9:04 AM To: Flynn, Timothy J; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Spreadsheet view displays more columns than in search At Tuesday 5/23/2006 04:50 PM, Flynn, Timothy J wrote: >Thanks Eric, do you know why I'd be getting different results in >spreadsheet vs the web list? On one report I am getting 14 tickets in >the web view and in the spreadsheet I am getting 11 and the data is >wrong.. FYI the web results are correct and the spreadsheet is not. Is >something not being escaped that is affecting the query? > >-Tim > The mechanism use in searching for the web view is different from that used in the full spreadsheet download. That said, you should still see the same number of rows. When you get 14 rows in the web view are you actually seeing 14 tickets in the list, or is that number from the 'Found 14 tickets' message? It's just possible that you only have permission to see 11 of the 14 rows returned. Steve From timothy-flynn at uiowa.edu Wed May 24 10:16:27 2006 From: timothy-flynn at uiowa.edu (Flynn, Timothy J) Date: Wed, 24 May 2006 09:16:27 -0500 Subject: [rt-users] Spreadsheet view displays more columns than in search Message-ID: Woops, just found this: $val =~ s/(\n|\r)//g; Looks like I just need to change to: $val =~ s/(\n|\r|\t)//g; -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: Wednesday, May 24, 2006 9:15 AM To: rt-users at lists.bestpractical.com Subject: RE: [rt-users] Spreadsheet view displays more columns than in search I think I found the root of the problem. It doesn't appear that tab characters or newlines are being escaped from the result set. This would cause issues with the presentation in Excel. I will add some coding to do this to the rows after I apply the patch. I am surprised this never affected anyone before. Thanks, -Tim -----Original Message----- From: Stephen Turner [mailto:sturner at MIT.EDU] Sent: Wednesday, May 24, 2006 9:04 AM To: Flynn, Timothy J; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Spreadsheet view displays more columns than in search At Tuesday 5/23/2006 04:50 PM, Flynn, Timothy J wrote: >Thanks Eric, do you know why I'd be getting different results in >spreadsheet vs the web list? On one report I am getting 14 tickets in >the web view and in the spreadsheet I am getting 11 and the data is >wrong.. FYI the web results are correct and the spreadsheet is not. Is >something not being escaped that is affecting the query? > >-Tim > The mechanism use in searching for the web view is different from that used in the full spreadsheet download. That said, you should still see the same number of rows. When you get 14 rows in the web view are you actually seeing 14 tickets in the list, or is that number from the 'Found 14 tickets' message? It's just possible that you only have permission to see 11 of the 14 rows returned. Steve _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From rickr at rice.edu Wed May 24 10:17:41 2006 From: rickr at rice.edu (Rick Russell) Date: Wed, 24 May 2006 09:17:41 -0500 Subject: [rt-users] Extracting group members from rt command line In-Reply-To: <6.2.3.4.2.20060524100058.035e1608@po14.mit.edu> References: <6.2.3.4.2.20060524100058.035e1608@po14.mit.edu> Message-ID: <44746B05.9030003@rice.edu> Hey all, I'm trying to develop a report for my department that shows which tickets were worked by each of our IT staff members. I've got a group with all the IT staff members in it. I want to extract that list so I can then grep the ticket histories. The problem is, the rt command line won't give me a list: > [rickr at freud ~]$ rt show groups/27 > # Unknown object type: groups > > id: groups/27 > [rickr at freud ~]$ rt show group/27 > # Unknown object type: group > > id: group/27 What's weird is that the RT command line help _specifically claims_ that I can operate on groups: > [rickr at freud ~]$ rt help types > > You can currently operate on the following types of objects: > > - tickets > - users > - groups > - queues ... > [rickr at freud ~]$ rt help group > > Users and groups are identified by name or numeric ID. > > The following generic operations may be performed upon them: > > - list > - show > - edit > - create What gives? How do I list the members of a group from the CLI? Rick R. From dave.wells at foreshore.net Wed May 24 10:31:18 2006 From: dave.wells at foreshore.net (Dave Wells) Date: Wed, 24 May 2006 15:31:18 +0100 Subject: [rt-users] Slow query results on search in content. Message-ID: <3E88364AF578694C9BBFE357115E2EDE01FBDD29@jsy-qr-is.is.foreshore.net> Hi, My users have been experiencing issues when they try and search on content in all Tickets. The problems they experience are a very long wait 30-40 mins for the results to appear or most often the page will just hang and go to a blank page. We have approx 45000 tickets in our database. I have done a little experimenting with the kind of queries they have been using as below: SELECT COUNT(DISTINCT main.id) FROM Tickets main , Transactions Transactions_1, Attachments Attachments_2 WHERE ((Transactions_1.ObjectType = 'RT::Ticket')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( ( (Attachments_2.Content LIKE '%catalog%')AND(Attachments_2.TransactionId = Transactions_1.id)AND(main.id = Transactions_1.ObjectId) ) ); +-------------------------+ | COUNT(DISTINCT main.id) | +-------------------------+ | 244 | +-------------------------+ 1 row in set (3 min 57.46 sec) As you can see the mysql query is appearing to take a lil under 4 mins which is ok, however it does not seem to reflect this speed using the web browser. I also ran an Explain as below: explain SELECT COUNT(DISTINCT main.id) FROM Tickets main , Transactions Transactions_1, Attachments Attachments_2 WHERE ((Transactions_1.ObjectType = 'RT::Ticket')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( ( (Attachments_2.Content LIKE '%catalog%')AND(Attachments_2.TransactionId = Transactions_1.id)AND(main.id = Transactions_1.ObjectId) ) ); +----------------+--------+-----------------------+---------+---------+- ----------------------------+-------+-------------+ | table | type | possible_keys | key | key_len | ref | rows | Extra | +----------------+--------+-----------------------+---------+---------+- ----------------------------+-------+-------------+ | Attachments_2 | ALL | Attachments2 | NULL | NULL | NULL | 67372 | Using where | | Transactions_1 | eq_ref | PRIMARY,Transactions1 | PRIMARY | 4 | Attachments_2.TransactionId | 1 | Using where | | main | eq_ref | PRIMARY | PRIMARY | 4 | Transactions_1.ObjectId | 1 | Using where | +----------------+--------+-----------------------+---------+---------+- ----------------------------+-------+-------------+ I think the indeices look right but I am NO mysql guru so not entriley sure. I shall include the main RT conf options below: Loaded perl modules Perl v5.8.7 under linux Apache v1.27; Apache::Connection v1.00; Apache::Constants v1.09; Apache::DBI v0.9901; Apache::Request v1.33; Apache::Server v1.01; 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; Apache::Status v2.03; Apache::Table v0.01; AutoLoader v5.60; B v1.09; base v2.07; Benchmark v1.07; bytes v1.02; Cache::Simple::TimedExpiry v0.23; Carp v1.04; CGI v3.10; CGI::Cookie v1.25; CGI::Util v1.5; Class::Container v0.12; Class::Data::Inheritable v0.02; Class::ReturnValue v0.53; constant v1.05; Cwd v3.05; Data::Dumper v2.121_04; DBD::mysql v3.0002_1; DBI v1.48; DBIx::SearchBuilder v1.32; DBIx::SearchBuilder::Unique v0.01; Devel::StackTrace v1.11; Devel::StackTraceFrame v0.6; Digest::base v1.00; Digest::MD5 v2.33; DynaLoader v1.05; Encode v2.10; Encode::Alias v2.03; Encode::Config v2.00; Encode::Encoding v2.02; Errno v1.0901; Exception::Class v1.21; Exception::Class::Base v1.2; Exporter v5.58; Exporter::Heavy v5.58; Fcntl v1.05; fields v2.03; File::Basename v2.73; File::Glob v1.04; File::Path v1.07; File::Spec v3.05; File::Spec::Unix v1.5; File::Temp v0.16; FileHandle v2.01; HTML::Entities v1.29; HTML::Mason v1.3101; HTML::Mason::ApacheHandler v1.69; HTML::Mason::Exception v1.1; HTML::Mason::Exception::Abort v1.1; HTML::Mason::Exception::Compilation v1.1; HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1; HTML::Mason::Exception::Compiler v1.1; HTML::Mason::Exception::Decline v1.1; HTML::Mason::Exception::Params v1.1; HTML::Mason::Exception::Syntax v1.1; HTML::Mason::Exception::System v1.1; HTML::Mason::Exception::TopLevelNotFound v1.1; HTML::Mason::Exception::VirtualMethod v1.1; HTML::Mason::Exceptions v1.43; HTML::Parser v3.45; HTML::Scrubber v0.08; I18N::LangTags v0.35; I18N::LangTags::Detect v1.03; integer v1.00; IO v1.21; IO::File v1.11; 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 v1.14; locale v1.00; 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 v1.67; Mail::Field v1.67; Mail::Field::AddrList v1.67; Mail::Header v1.67; Mail::Internet v1.67; MIME::Base64 v3.05; MIME::Body v5.417; MIME::Decoder v5.417; MIME::Decoder::NBit v5.417; MIME::Entity v5.417; MIME::Field::ContDisp v5.417; MIME::Field::ConTraEnc v5.417; MIME::Field::ContType v5.417; MIME::Field::ParamVal v5.417; MIME::Head v5.417; MIME::Parser v5.417; MIME::QuotedPrint v3.03; MIME::Tools v5.417; MIME::Words v5.417; mod_perl v1.29; Module::Versions::Report v1.02; overload v1.03; Params::Validate v0.78; POSIX v1.08; re v0.04; Regexp::Common v2.120; Regexp::Common::_support v2.101; Regexp::Common::balanced v2.101; Regexp::Common::CC v2.100; Regexp::Common::comment v2.116; Regexp::Common::delimited v2.104; Regexp::Common::lingua v2.105; Regexp::Common::list v2.103; Regexp::Common::net v2.105; Regexp::Common::number v2.108; Regexp::Common::profanity v2.104; Regexp::Common::SEN v2.102; Regexp::Common::URI v2.108; Regexp::Common::URI::fax v2.100; Regexp::Common::URI::file v2.100; Regexp::Common::URI::ftp v2.101; Regexp::Common::URI::gopher v2.100; Regexp::Common::URI::http v2.101; Regexp::Common::URI::news v2.100; Regexp::Common::URI::pop v2.100; Regexp::Common::URI::prospero v2.100; Regexp::Common::URI::RFC1035 v2.100; Regexp::Common::URI::RFC1738 v2.104; Regexp::Common::URI::RFC1808 v2.100; Regexp::Common::URI::RFC2384 v2.102; Regexp::Common::URI::RFC2396 v2.100; Regexp::Common::URI::RFC2806 v2.100; Regexp::Common::URI::tel v2.100; Regexp::Common::URI::telnet v2.100; Regexp::Common::URI::tv v2.100; Regexp::Common::URI::wais v2.100; Regexp::Common::whitespace v2.103; Regexp::Common::zip v2.112; RT v3.4.4; RT::Interface::Email v1.02; Scalar::Util v1.14; SelectSaver v1.01; Socket v1.77; Storable v2.13; strict v1.03; Symbol v1.06; Sys::Hostname v1.11; Sys::Syslog v0.06; 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 v1.66; Time::JulianDay v2003.1125; Time::Local v1.11; Time::ParseDate v2003.1126; Time::Timezone v2003.0211; Tree::Simple v1.15; URI v1.35; URI::Escape v3.28; URI::URL v5.03; URI::WithBase v2.19; utf8 v1.05; vars v1.01; warnings v1.03; warnings::register v1.00; XSLoader v0.02; RT Variables RT::AmbiguousDayInPast 1 RT::BasePath /usr/local/rt3 RT::BinPath /usr/local/rt3/bin RT::CORE_CONFIG_FILE /usr/local/rt3/etc/RT_Config.pm RT::CommentAddress X RT::CorrespondAddress X RT::DatabaseHost localhost RT::DatabaseName X RT::DatabasePassword Password not printed RT::DatabaseRTHost localhost RT::DatabaseType mysql RT::DatabaseUser X RT::DateDayBeforeMonth 1 RT::DefaultSearchResultFormat '__id__/TITLE:#', '__Subject__/TITLE:Subject' , '__CustomField.{ClientID}__/TITLE:ClientID', Status, QueueName, OwnerName, '__NEWLINE__', '', '__Requestors__', '__CustomField.{AccountsBillabl e}__/TITLE:AccountsBillable', '__CreatedRelative__', '__ToldRelative__', '__LastUpdatedRelative__' RT::EmailOutputEncoding utf-8 RT::EtcPath /usr/local/rt3/etc RT::FriendlyFromLineFormat "%s via RT" <%s> RT::FriendlyToLineFormat X RT::LocalEtcPath /usr/local/rt3/local/etc RT::LocalLexiconPath /usr/local/rt3/local/po RT::LocalPath /usr/local/rt3/local RT::LogDir /usr/local/rt3/var/log RT::LogToFile info RT::LogToFileNamed rt.log RT::LogToScreen error RT::LogToSyslog debug RT::LogoURL /NoAuth/images/rt.jpg RT::LoopsToRTOwner 1 RT::MailCommand sendmailpipe RT::MasonComponentRoot /usr/local/rt3/share/html RT::MasonDataDir /usr/local/rt3/var/mason_data RT::MasonLocalComponentRoot /usr/local/rt3/local/html RT::MasonSessionDir /usr/local/rt3/var/session_data RT::MaxAttachmentSize 10000000 RT::MaxInlineBody 13456 RT::MessageBoxWidth 72 RT::MessageBoxWrap HARD RT::MinimumPasswordLength 5 RT::MyRequestsLength 20 RT::MyTicketsLength 20 RT::Organization X RT::OwnerEmail X RT::RTAddressRegexp ^rt\@example.com$ RT::RecordOutgoingEmail 1 RT::RedistributeAutoGeneratedMessages 1 RT::SITE_CONFIG_FILE /usr/local/rt3/etc/RT_SiteConfig.pm RT::SendmailArguments -oi -t RT::SendmailPath /usr/sbin/sendmail RT::Timezone Europe/London RT::UseFriendlyFromLine 1 RT::VERSION 3.4.4 RT::VarPath /usr/local/rt3/var RT::WebBaseURL http://rt.foreshore.net RT::WebFlushDbCacheEveryRequest 1 RT::WebImagesURL /NoAuth/images/ RT::WebURL http://rt.foreshore.net/ RT::rtname foreshore.net Perl configuration Summary of my perl5 (revision 5 version 8 subversion 7) configuration: Platform: osname=linux, osvers=2.4.21-32.0.1.elsmp, archname=i686-linux uname='linux linuxserv02.foreshore.net 2.4.21-32.0.1.elsmp #1 smp tue may 17 17:52:23 edt 2005 i686 i686 i386 gnulinux ' config_args='' hint=previous, useposix=true, d_sigaction=define usethreads=undef use5005threads=undef useithreads=undef usemultiplicity=undef useperlio=define d_sfio=undef uselargefiles=define usesocks=undef use64bitint=undef use64bitall=undef uselongdouble=undef usemymalloc=n, bincompat5005=undef Compiler: cc='gcc', ccflags ='-fno-strict-aliasing -pipe -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64 -I/usr/include/gdbm', optimize='-O2', cppflags='-fno-strict-aliasing -pipe -I/usr/local/include -I/usr/include/gdbm -fno-strict-aliasing -pipe -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64 -I/usr/include/gdbm' ccversion='', gccversion='3.2.3 20030502 (Red Hat Linux 3.2.3-53)', 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 -lc perllibs=-lnsl -ldl -lm -lcrypt -lutil -lc libc=/lib/libc-2.3.2.so, so=so, useshrplib=true, libperl=libperl.so gnulibc_version='2.3.2' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E -Wl,-rpath,/usr/local/lib/perl5/5.8.7/i686-linux/CORE' cccdlflags='-fpic', lddlflags='-shared -L/usr/local/lib' I have also tried to add the Content-Type matches 'text/plain' to the search but this seems to not cause much benefit as below: SELECT COUNT(DISTINCT main.id) FROM Tickets main , Transactions Transactions_1, Attachments Attachments_2 WHERE ((Transactions_1.ObjectType = 'RT::Ticket')AND(Transactions_1.ObjectType = 'RT::Ticket')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( ( (Attachments_2.Content LIKE '%catalog%')AND(Attachments_2.TransactionId = Transactions_1.id)AND(main.id = Transactions_1.ObjectId) ) AND ( (Attachments_2.ContentType LIKE '%text/plain%')AND(Attachments_2.TransactionId = Transactions_1.id)AND(main.id = Transactions_1.ObjectId) ) ); +-------------------------+ | COUNT(DISTINCT main.id) | +-------------------------+ | 159 | +-------------------------+ 1 row in set (2 min 58.34 sec) mysql> explain SELECT COUNT(DISTINCT main.id) FROM Tickets main , Transactions Transactions_1, Attachments Attachments_2 WHERE ((Transactions_1.ObjectType = 'RT::Ticket')AND(Transactions_1.ObjectType = 'RT::Ticket')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( ( (Attachments_2.Content LIKE '%catalog%')AND(Attachments_2.TransactionId = Transactions_1.id)AND(main.id = Transactions_1.ObjectId) ) AND ( (Attachments_2.ContentType LIKE '%text/plain%')AND(Attachments_2.TransactionId = Transactions_1.id)AND(main.id = Transactions_1.ObjectId) ) ); +----------------+--------+-----------------------+---------+---------+- ----------------------------+-------+-------------+ | table | type | possible_keys | key | key_len | ref | rows | Extra | +----------------+--------+-----------------------+---------+---------+- ----------------------------+-------+-------------+ | Attachments_2 | ALL | Attachments2 | NULL | NULL | NULL | 67382 | Using where | | Transactions_1 | eq_ref | PRIMARY,Transactions1 | PRIMARY | 4 | Attachments_2.TransactionId | 1 | Using where | | main | eq_ref | PRIMARY | PRIMARY | 4 | Transactions_1.ObjectId | 1 | Using where | +----------------+--------+-----------------------+---------+---------+- ----------------------------+-------+-------------+ 3 rows in set (0.03 sec) If anyone has any suggestions on how to speed this up (i.e. Indexs to create, or perl modules to update) please let me know I have checked on the forums but couldn't seem to find anything relevant. Regards David Wells MCSE, RHCE & CCNP Senior Network Engineer Foreshore Limited Direct Line: +44 1534 752316 Facsimile: +44 1534 752301 Email@ dave.wells at foreshore.net http://www.foreshore.net http://privacyprofessional.com ______________________________________________________________________ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email ______________________________________________________________________ From fpater at dca.net Wed May 24 10:45:49 2006 From: fpater at dca.net (Frank Pater) Date: Wed, 24 May 2006 10:45:49 -0400 Subject: [rt-users] RT 3.4.4 Links Error In-Reply-To: <4419D21D00637C43@front03.ibpmail.net> References: <44740944.3030108@servervault.com> <4419D21D00637C43@front03.ibpmail.net> Message-ID: <20060524144549.GA29290@staff.dca.net> Hi Torsten, I ran into this last week (RT 3.4.5), and wasn't able to find much on Google or the list archives about it. It does seem to come up when people are trying to do different things. In our situation, it was the result of the following: 1) Two tickets were created for the same issue (customer double-submitted it) 2) A link was created between them ("Depends on/Depended on by") 3) The link was removed 4) One was deleted, and subsequently purged from the database with RTx::Shredder With the database in this state, trying to load the ticket that hadn't been deleted resulted in the error you describe. My solution was to restore the deleted ticket using the dumpfile created by rtx-shredder's --sqldump switch, and set its status to "rejected" so that it isn't automatically purged by our nightly rtx-shredder job. I'm not sure if we could've done anything else (removed the link transaction(s) from the database perhaps? I didn't try this because I'd rather add unnecessary data than delete anything), or if this is a bug or an unavoidable consequence of using RTx::Shredder to purge our database of spam (there is plenty). The bottom line, for us, was that the two tickets should've been merged, as they were both from a legitimate customer. Deleting one was the incorrect solution. Sincerely, Frank Pater DCANet http://www.dca.net voice: 888-4-DCANET (888-432-2638) fax: 302-426-6386 On Wed, May 24, 2006 at 03:05:58PM +0200, Torsten Brumm wrote: > Hi RT Users, > > I get a very strange error at the Links Section of a ticket (and also if i > use the links Tab) > > This Ticket has a Refered by Link from RTFM and it was merged into another > ticket. I have tried to reproduce this error, but no luck... It only occurs > from time to time. > > Torsten > > The error: > > System error > error: Can't call method "IsLocal" on an undefined value at > /opt/rt3/lib/RT/URI.pm line 247. > context: > ... > 243: =cut > 244: > 245: sub IsLocal { > 246: my $self = shift; > 247: return $self->Resolver->IsLocal; > 248: } > 249: > 250: > 251: # }}} > ... > code stack: /opt/rt3/lib/RT/URI.pm:247 > /opt/rt3/lib/RT/Links_Overlay.pm:159 > /opt/rt3/share/html/Elements/EditLinks:109 > /opt/rt3/share/html/Ticket/ModifyLinks.html:58 > /opt/rt3/share/html/autohandler:215 > raw error > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > Can'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/5.8.5/HTML/Mason/Exceptions.pm line > 131 > 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(0xa6e8d5c)') called at > /opt/rt3/lib/RT/Links_Overlay.pm line 159 > RT::Links::Next('RT::Links=HASH(0xa601900)') called at > /opt/rt3/share/html/Elements/EditLinks line 109 > HTML::Mason::Commands::__ANON__('Object', 'RT::Ticket=HASH(0xa3d43d8)', > 'Merge', 1) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm > line 136 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa297bc > 4)', 'Object', 'RT::Ticket=HASH(0xa3d43d8)', 'Merge', 1) called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1074 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1068 > HTML::Mason::Request::comp(undef, undef, 'Object', > 'RT::Ticket=HASH(0xa3d43d8)', 'Merge', 1) called at > /opt/rt3/share/html/Ticket/ModifyLinks.html line 58 > HTML::Mason::Commands::__ANON__('id', 287349, 'id', 287349) called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 136 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa6a918 > 4)', 'id', 287349, 'id', 287349) called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1074 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1068 > HTML::Mason::Request::comp(undef, undef, 'id', 287349, 'id', 287349) called > at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 760 > HTML::Mason::Request::call_next('HTML::Mason::Request::CGI=HASH(0xa3bc678)', > 'id', 287349) called at /opt/rt3/share/html/autohandler line 215 > HTML::Mason::Commands::__ANON__('id', 287349) called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 136 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9d6baa > 0)', 'id', 287349) called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1069 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1068 > HTML::Mason::Request::comp(undef, undef, undef, 'id', 287349) called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 338 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 338 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 297 > HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0xa3bc678)') > called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 197 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line > 197 > HTML::Mason::Request::CGI::exec('HTML::Mason::Request::CGI=HASH(0xa3bc678)') > called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm line 216 > HTML::Mason::Interp::exec(undef, undef, 'id', 287349) called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 127 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line > 127 > HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x99af8c8)', > 'HASH(0xa2769dc)') called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 76 > HTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH(0x9 > 9af8c8)', 'CGI::Fast=HASH(0xa1cd504)') called at > /opt/rt3/bin/mason_handler.fcgi line 76 > eval {...} at /opt/rt3/bin/mason_handler.fcgi line 76 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From S.G.Tranter at lboro.ac.uk Wed May 24 10:35:09 2006 From: S.G.Tranter at lboro.ac.uk (Stewart Tranter) Date: Wed, 24 May 2006 15:35:09 +0100 Subject: [rt-users] Adding comments to a ticket via the API, scrips don't activate? Message-ID: <44746F1D.6020801@lboro.ac.uk> Hi, As part of an escalation script, I need to add a comment to the escalated ticket and then CC this comment to another user. I have created the following code: my $commentmail = "ESCALATION TEXT"; my $emailcontent = MIME::Entity->build( From => 'RT Final Escalation ', Subject => "Case $tid has escalated.", Data => \$commentmail); my %comment_data = ( TimeTaken => "0", CCMessageTo => $queueadmin, MIMEObj => $emailcontent); $ticket->Comment(%comment_data); This successfully adds a comment, but does not send any e-mails out. There are OnComment scrips to send out a notification e-mail with the standard comment template to the owner and to "Other Recipients". Do I need code to trigger the scrips? Or have I made a mistake with the above code? 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 torsten.brumm at kuehne-nagel.com Wed May 24 10:52:00 2006 From: torsten.brumm at kuehne-nagel.com (Torsten Brumm) Date: Wed, 24 May 2006 16:52:00 +0200 Subject: AW: [rt-users] RT 3.4.4 Links Error In-Reply-To: <20060524144549.GA29290@staff.dca.net> Message-ID: <4419D21D0063D268@front03.ibpmail.net> (added by postmaster@smtp01.ibpmail.net) Hi Frank, We didn't delete something, but we merged to tickets and one of them had a referer to RTFM. It drives me crazy, that i can't reproduce this and i'm also stepping in the dark, because i can't figure out the way the steps where done, because the Extract Article from the Ticket to the RTFM generates no History Entry... Hopefully Jesse or someone else has an idea or solution. Torsten > -----Urspr?ngliche Nachricht----- > Von: Frank Pater [mailto:fpater at dca.net] > Gesendet: Mittwoch, 24. Mai 2006 16:46 > An: Torsten Brumm > Cc: rt-users at lists.bestpractical.com > Betreff: Re: [rt-users] RT 3.4.4 Links Error > > Hi Torsten, > > I ran into this last week (RT 3.4.5), and wasn't able to find > much on Google or the list archives about it. It does seem to > come up when people are trying to do different things. > > In our situation, it was the result of the following: > > 1) Two tickets were created for the same issue (customer > double-submitted it) > 2) A link was created between them ("Depends on/Depended on by") > 3) The link was removed > 4) One was deleted, and subsequently purged from the database > with RTx::Shredder > > With the database in this state, trying to load the ticket > that hadn't been deleted resulted in the error you describe. > My solution was to restore the deleted ticket using the > dumpfile created by rtx-shredder's --sqldump switch, and set > its status to "rejected" so that it isn't automatically > purged by our nightly rtx-shredder job. > > I'm not sure if we could've done anything else (removed the > link transaction(s) from the database perhaps? I didn't try > this because I'd rather add unnecessary data than delete > anything), or if this is a bug or an unavoidable consequence > of using RTx::Shredder to purge our database of spam (there > is plenty). The bottom line, for us, was that the two tickets > should've been merged, as they were both from a legitimate > customer. Deleting one was the incorrect solution. > > Sincerely, > Frank Pater > DCANet > http://www.dca.net > voice: 888-4-DCANET (888-432-2638) > fax: 302-426-6386 > > On Wed, May 24, 2006 at 03:05:58PM +0200, Torsten Brumm wrote: > > Hi RT Users, > > > > I get a very strange error at the Links Section of a ticket > (and also > > if i use the links Tab) > > > > This Ticket has a Refered by Link from RTFM and it was merged into > > another ticket. I have tried to reproduce this error, but > no luck... > > It only occurs from time to time. > > > > Torsten > > > > The error: > > > > System error > > error: Can't call method "IsLocal" on an undefined value at > > /opt/rt3/lib/RT/URI.pm line 247. > > context: > > ... > > 243: =cut > > 244: > > 245: sub IsLocal { > > 246: my $self = shift; > > 247: return $self->Resolver->IsLocal; > > 248: } > > 249: > > 250: > > 251: # }}} > > ... > > code stack: /opt/rt3/lib/RT/URI.pm:247 > > /opt/rt3/lib/RT/Links_Overlay.pm:159 > > /opt/rt3/share/html/Elements/EditLinks:109 > > /opt/rt3/share/html/Ticket/ModifyLinks.html:58 > > /opt/rt3/share/html/autohandler:215 > > raw error > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > Can'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/5.8.5/HTML/Mason/Exceptions.pm > > line > > 131 > > 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(0xa6e8d5c)') called at > > /opt/rt3/lib/RT/Links_Overlay.pm line 159 > > RT::Links::Next('RT::Links=HASH(0xa601900)') called at > > /opt/rt3/share/html/Elements/EditLinks line 109 > > HTML::Mason::Commands::__ANON__('Object', > > 'RT::Ticket=HASH(0xa3d43d8)', 'Merge', 1) called at > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm > > line 136 > > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x > > a297bc 4)', 'Object', 'RT::Ticket=HASH(0xa3d43d8)', > 'Merge', 1) called > > at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm > line 1074 eval > > {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line > > 1068 HTML::Mason::Request::comp(undef, undef, 'Object', > > 'RT::Ticket=HASH(0xa3d43d8)', 'Merge', 1) called at > > /opt/rt3/share/html/Ticket/ModifyLinks.html line 58 > > HTML::Mason::Commands::__ANON__('id', 287349, 'id', 287349) > called at > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 136 > > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x > > a6a918 4)', 'id', 287349, 'id', 287349) called at > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1074 eval > > {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line > > 1068 HTML::Mason::Request::comp(undef, undef, 'id', 287349, 'id', > > 287349) called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm > > line 760 > > > HTML::Mason::Request::call_next('HTML::Mason::Request::CGI=HASH(0xa3bc > > 678)', 'id', 287349) called at /opt/rt3/share/html/autohandler line > > 215 HTML::Mason::Commands::__ANON__('id', 287349) called at > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 136 > > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x > > 9d6baa > > 0)', 'id', 287349) called at > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1069 eval > > {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line > > 1068 HTML::Mason::Request::comp(undef, undef, undef, 'id', 287349) > > called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line > > 338 eval {...} at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm > > line 338 eval {...} at > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 297 > > > HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0xa3bc678)' > > ) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm > > line 197 eval {...} at > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line > > 197 > > > HTML::Mason::Request::CGI::exec('HTML::Mason::Request::CGI=HASH(0xa3bc > > 678)') called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm > > line 216 HTML::Mason::Interp::exec(undef, undef, 'id', > 287349) called > > at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 127 > > eval {...} at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm > > line > > 127 > > > HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x99af > > 8c8)', > > 'HASH(0xa2769dc)') called at > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 76 > > > HTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HA > > SH(0x9 9af8c8)', 'CGI::Fast=HASH(0xa1cd504)') called at > > /opt/rt3/bin/mason_handler.fcgi line 76 eval {...} at > > /opt/rt3/bin/mason_handler.fcgi line 76 > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com Commercial support: > > sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from > O'Reilly 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 timothy-flynn at uiowa.edu Wed May 24 10:55:22 2006 From: timothy-flynn at uiowa.edu (Flynn, Timothy J) Date: Wed, 24 May 2006 09:55:22 -0500 Subject: [rt-users] Spreadsheet view displays more columns than in search Message-ID: After reviewing my changes further I believe I came up with a better solution for escaping tabs. In the file "rtroot"/share/html/Search/Elements/Results.tsv .... Instead of the line: $val =~ s/(\n|\r)//g; And instead of the previous change I suggested: $val =~ s/(\n|\r|\t)//g; I am going to change it to this: $val =~ s/\s/ /g; My thinking is if the intent of a newline, tab, or other whitespace character was to separate data, then a single space would be more fitting than nothing at all. Hope this helps someone else. Also wouldn't be a bad idea to add this fix to future versions even if it doesn't match what I did above. I would think having tabs escaped would be required for a tab delimited file to work properly. -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: Wednesday, May 24, 2006 9:16 AM To: rt-users at lists.bestpractical.com Subject: RE: [rt-users] Spreadsheet view displays more columns than in search Woops, just found this: $val =~ s/(\n|\r)//g; Looks like I just need to change to: $val =~ s/(\n|\r|\t)//g; -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: Wednesday, May 24, 2006 9:15 AM To: rt-users at lists.bestpractical.com Subject: RE: [rt-users] Spreadsheet view displays more columns than in search I think I found the root of the problem. It doesn't appear that tab characters or newlines are being escaped from the result set. This would cause issues with the presentation in Excel. I will add some coding to do this to the rows after I apply the patch. I am surprised this never affected anyone before. Thanks, -Tim -----Original Message----- From: Stephen Turner [mailto:sturner at MIT.EDU] Sent: Wednesday, May 24, 2006 9:04 AM To: Flynn, Timothy J; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Spreadsheet view displays more columns than in search At Tuesday 5/23/2006 04:50 PM, Flynn, Timothy J wrote: >Thanks Eric, do you know why I'd be getting different results in >spreadsheet vs the web list? On one report I am getting 14 tickets in >the web view and in the spreadsheet I am getting 11 and the data is >wrong.. FYI the web results are correct and the spreadsheet is not. Is >something not being escaped that is affecting the query? > >-Tim > The mechanism use in searching for the web view is different from that used in the full spreadsheet download. That said, you should still see the same number of rows. When you get 14 rows in the web view are you actually seeing 14 tickets in the list, or is that number from the 'Found 14 tickets' message? It's just possible that you only have permission to see 11 of the 14 rows returned. Steve _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly 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 steve.waltner at lsi.com Wed May 24 10:47:37 2006 From: steve.waltner at lsi.com (Steve Waltner) Date: Wed, 24 May 2006 09:47:37 -0500 Subject: [rt-users] Shared Search for Tickets Resolved by "me" Message-ID: <9CBD7299-71E5-444C-93BF-CEDEB0BC95D6@lsi.com> I would like to create a Shared Search on RT 3.4.4 which queries for tickets that "I" resolved during the last month. The problem is I can't figure out how to tell the search engine to query for "me" based on who is currently logged into the web interface. I'm very new to using RT, so I probably have simply overlooked something simple. I currently have the following as my Saved Search, which works fine for myself.... Owner = 'swaltner' AND Status = 'resolved' AND Resolved < 'Today' AND Resolved > '-35 Days' The problem comes when I save this into the shared searches with our other group members. jdoe doesn't want to search for tickets that swaltner owned, they are interested in tickets that are owned by jdoe. Granted each user can load the shared search, update it with their name, and save it into their personal saved searches, but that isn't convenient and doesn't make sure that everyone is using the same queries. Hopefully there is a keyword like "myself" (similar to "today" for the date searches) that would help here. I've looked through the mailing list archives and on the Wiki, but don't seem to find anything useful there. Any assistance would be greatly appreciated. Steve From moscicki at geneseo.edu Wed May 24 10:49:26 2006 From: moscicki at geneseo.edu (Craig Moscicki) Date: Wed, 24 May 2006 10:49:26 -0400 Subject: [rt-users] Display User Information Message-ID: <9E379AD0-0C09-4BBD-9C7C-89E96E5C86AC@geneseo.edu> Good morning! We are trying to display information in the More about... section of the Basics tab for users. We want to show the Address, Phone Number and Department for our customers. We are using this callback: /opt/rt36prod/local/html/Callbacks/local/Ticket/Elements/ ShowRequestor/AboutThisUser with this code: <%args> $requestor => undef Address: <%$requestor->Address1%>
Phone: <%$requestor->WorkPhone%>
Organization: <%$requestor->Organization%>
Everything shows up fine for us as administrators, but our normal techs only see the Organization info. They see words Address and Phone bolded, but nothing shows up as far as the actual address or phone number. If we give them the AdminUsers right globally, Address and Phone information show up, but we don't want to give that right when we only need them to be able to view the information. Does anyone have any idea why Address and Phone wouldn't show up, but Organization does? Or what we can do to solve the problem? We are using RT 3.6.0rc2 if it makes a difference. Please let me know if you need any other info. Thanks! Craig Moscicki moscicki at geneseo.edu From sturner at MIT.EDU Wed May 24 11:17:23 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 24 May 2006 11:17:23 -0400 Subject: [rt-users] Adding comments to a ticket via the API, scrips don't activate? In-Reply-To: <44746F1D.6020801@lboro.ac.uk> References: <44746F1D.6020801@lboro.ac.uk> Message-ID: <6.2.3.4.2.20060524111616.035e2908@po14.mit.edu> At Wednesday 5/24/2006 10:35 AM, Stewart Tranter wrote: >Hi, > >As part of an escalation script, I need to add a comment to the >escalated ticket and then CC this comment to another user. I have >created the following code: > > CCMessageTo => $queueadmin, Stewart, I think the arg name should be CcMessageTo (second 'c' is lower case). Steve From todd at chaka.net Wed May 24 11:22:31 2006 From: todd at chaka.net (Todd Chapman) Date: Wed, 24 May 2006 11:22:31 -0400 Subject: [rt-users] Display User Information In-Reply-To: <9E379AD0-0C09-4BBD-9C7C-89E96E5C86AC@geneseo.edu> References: <9E379AD0-0C09-4BBD-9C7C-89E96E5C86AC@geneseo.edu> Message-ID: <20060524152231.GE16223@chaka.net> See sub _OverlayAccessible in lib/RT/Users_Overlay.pm. On Wed, May 24, 2006 at 10:49:26AM -0400, Craig Moscicki wrote: > Good morning! We are trying to display information in the More > about... section of the Basics tab for users. We want to show the > Address, Phone Number and Department for our customers. We are using > this callback: > /opt/rt36prod/local/html/Callbacks/local/Ticket/Elements/ > ShowRequestor/AboutThisUser > with this code: > <%args> > $requestor => undef > > Address: <%$requestor->Address1%>
> Phone: <%$requestor->WorkPhone%>
> Organization: <%$requestor->Organization%>
> > Everything shows up fine for us as administrators, but our normal > techs only see the Organization info. They see words Address and > Phone bolded, but nothing shows up as far as the actual address or > phone number. If we give them the AdminUsers right globally, Address > and Phone information show up, but we don't want to give that right > when we only need them to be able to view the information. Does > anyone have any idea why Address and Phone wouldn't show up, but > Organization does? Or what we can do to solve the problem? We are > using RT 3.6.0rc2 if it makes a difference. Please let me know if > you need any other info. Thanks! > > Craig Moscicki > moscicki at geneseo.edu > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html From todd at chaka.net Wed May 24 11:23:02 2006 From: todd at chaka.net (Todd Chapman) Date: Wed, 24 May 2006 11:23:02 -0400 Subject: [rt-users] Display User Information In-Reply-To: <9E379AD0-0C09-4BBD-9C7C-89E96E5C86AC@geneseo.edu> References: <9E379AD0-0C09-4BBD-9C7C-89E96E5C86AC@geneseo.edu> Message-ID: <20060524152302.GF16223@chaka.net> Sorry, that's User_Overlay.pm On Wed, May 24, 2006 at 10:49:26AM -0400, Craig Moscicki wrote: > Good morning! We are trying to display information in the More > about... section of the Basics tab for users. We want to show the > Address, Phone Number and Department for our customers. We are using > this callback: > /opt/rt36prod/local/html/Callbacks/local/Ticket/Elements/ > ShowRequestor/AboutThisUser > with this code: > <%args> > $requestor => undef > > Address: <%$requestor->Address1%>
> Phone: <%$requestor->WorkPhone%>
> Organization: <%$requestor->Organization%>
> > Everything shows up fine for us as administrators, but our normal > techs only see the Organization info. They see words Address and > Phone bolded, but nothing shows up as far as the actual address or > phone number. If we give them the AdminUsers right globally, Address > and Phone information show up, but we don't want to give that right > when we only need them to be able to view the information. Does > anyone have any idea why Address and Phone wouldn't show up, but > Organization does? Or what we can do to solve the problem? We are > using RT 3.6.0rc2 if it makes a difference. Please let me know if > you need any other info. Thanks! > > Craig Moscicki > moscicki at geneseo.edu > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html From nmetrowsky at digitalglobe.com Wed May 24 11:23:11 2006 From: nmetrowsky at digitalglobe.com (Nick Metrowsky) Date: Wed, 24 May 2006 09:23:11 -0600 Subject: [rt-users] First Impressions of RT V3.6.0rc2 Message-ID: Hi Everyone, I thought I would take a look at RT 3.6.0rc2 this morning to see what it would take to upgrade from 3.4.4. On installation, the install required installing two perl CPAN modules and it failed to do it via "make fixdeps", so I had to do them by hand. Not a big deal. The rest of the install/upgrade went flawlessly. Let's just say it was much easier to go from 3.4.4 to 3.6.0rc, than it was to go from 2.4.x to 3.4.4. I had the software configured and upgraded in less than 10 minutes. Logging in, frankly I like the user interface to 3.4.4 better, I think the lack of shading and borders causes a lot more eye strain, especially on an all white background. My eyes are not very good and the lack of definition is really hard on the eyes. Also, because of the much larger fonts, one needs a 20" screen or larger to get a good display; on smaller displays one will be either seeing a lot of line wraps or using the arrow bars on the side and bottom of the screen to move the display around. I found the adding of reports was a good addition, as well as validation in custom fields. I suspect there is a setting in RT_Config.pm that allows for entering dates in MM/DD/YYYY format. Yes, I know the US is one of the few countries that use it; I personally prefer the DD/MM/YYYY format, but I am in a minority here. I like the Ticket Quick Search option Some bugs I noticed. Links do not show up in Asset Tracker (v1.2.3) and the "Tickets per day per Queue" screen for RTx::Statistics (v0.1.8) does not display anything, but the spreadsheet does. All the other RTx::Statistics functions work. RTx::Matrix and RTFM seem to work, but I really did nothing but display things. I did not do an extensive test like create tickets, manipulate assets, etc, but I did a cursory look at the software. All in all this looks like a great upgrade, but I would give folks the option to keep the 3.4.4 style interface or use the interface introduced in 3.6.0rc2. Take care! Nick ------------------------------------------------------------------------ --------- Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax nmetrowsky at digitalglobe.com DigitalGlobe (r), An Imaging and Information Company http://www.digitalglobe.com ------------------------------------------------------------------------ --------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Wed May 24 11:26:35 2006 From: todd at chaka.net (Todd Chapman) Date: Wed, 24 May 2006 11:26:35 -0400 Subject: [rt-users] Shared Search for Tickets Resolved by "me" In-Reply-To: <9CBD7299-71E5-444C-93BF-CEDEB0BC95D6@lsi.com> References: <9CBD7299-71E5-444C-93BF-CEDEB0BC95D6@lsi.com> Message-ID: <20060524152634.GG16223@chaka.net> Try: Owner = '__CurrentUser__' I think that only works in 3.6 though. -Todd On Wed, May 24, 2006 at 09:47:37AM -0500, Steve Waltner wrote: > I would like to create a Shared Search on RT 3.4.4 which queries for > tickets that "I" resolved during the last month. The problem is I > can't figure out how to tell the search engine to query for "me" > based on who is currently logged into the web interface. I'm very new > to using RT, so I probably have simply overlooked something simple. > > I currently have the following as my Saved Search, which works fine > for myself.... > > Owner = 'swaltner' > AND Status = 'resolved' > AND Resolved < 'Today' > AND Resolved > '-35 Days' > > The problem comes when I save this into the shared searches with our > other group members. jdoe doesn't want to search for tickets that > swaltner owned, they are interested in tickets that are owned by > jdoe. Granted each user can load the shared search, update it with > their name, and save it into their personal saved searches, but that > isn't convenient and doesn't make sure that everyone is using the > same queries. > > Hopefully there is a keyword like "myself" (similar to "today" for > the date searches) that would help here. I've looked through the > mailing list archives and on the Wiki, but don't seem to find > anything useful there. Any assistance would be greatly appreciated. > > Steve > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html From jesse at bestpractical.com Wed May 24 11:24:53 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 24 May 2006 11:24:53 -0400 Subject: [rt-users] First Impressions of RT V3.6.0rc2 In-Reply-To: References: Message-ID: <20060524152453.GA12188@bestpractical.com> > > I did not do an extensive test like create tickets, manipulate assets, > etc, but I did a cursory look at the software. All in all this looks > like a great upgrade, but I would give folks the option to keep the > 3.4.4 style interface or use the interface introduced in 3.6.0rc2. We've done that. Have a look in RT's configuration file. From nmetrowsky at digitalglobe.com Wed May 24 11:46:19 2006 From: nmetrowsky at digitalglobe.com (Nick Metrowsky) Date: Wed, 24 May 2006 09:46:19 -0600 Subject: [rt-users] First Impressions of RT V3.6.0rc2 Message-ID: Hi Jesse, Thank you for the tip. It is appreciated. Also, when I switched to "3.4-compat" mode, the links for Asset Tracker V1.2.3 now work. I will admit, "3.4-compat" mode is much easier on the eyes and it provides slightly larger fonts, the best of both worlds. Take care! Nick PS I found where to change the date format, as well. ------------------------------------------------------------------------ --------- 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: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Wednesday, May 24, 2006 9:25 AM To: Nick Metrowsky Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] First Impressions of RT V3.6.0rc2 > > I did not do an extensive test like create tickets, manipulate assets, > etc, but I did a cursory look at the software. All in all this looks > like a great upgrade, but I would give folks the option to keep the > 3.4.4 style interface or use the interface introduced in 3.6.0rc2. We've done that. Have a look in RT's configuration file. From avishay.aton at gmail.com Wed May 24 11:48:39 2006 From: avishay.aton at gmail.com (Avishay Aton) Date: Wed, 24 May 2006 18:48:39 +0300 Subject: [rt-users] Famous RT + FastCGI error Message-ID: I am trying to setup rt 3.4.5 with fastcgi on redhat enterprise 4 . i took the configuration from RHEL4InstallGuide. I also read the "RT Essential book" my /etc/httpd/conf/httpd.conf Virtual host : NameVirtualHost *:80 ServerAdmin root ServerName rt3.example.com DocumentRoot /opt/rt3/share/html/ AddDefaultCharset UTF-8 # Adding the following for RT (the ticket tracker) AddHandler fastcgi-script .fcgi Options FollowSymLinks ExecCGI AllowOverride None ### # Pass through requests to for noauth Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ FastCgiIpcDir /tmp FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 4 whenever i run apache(without errors ) , i get in the log file: [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 9452) [Wed May 24 18:38:38 2006] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 9453) [Wed May 24 18:38:39 2006] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.f when i try : http://rt3.example.com/ i get the following in the error log: [error] [client x.x.x.x] FastCGI: incomplete headers (0 bytes) received from server "/opt/rt3/bin/mason_handler.fcgi" whenever comment out the line "ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/" then restart apache , i get the famous "you're Almost there" page. I checked all permissions (rt was as installed with the same user apache runs) i checked the /opt/rt3/bin/mason_handler.fcgi manually and it works. I read the FastCGIConfigurationdozen of times. 'I also tried to put "ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/" in different places of httpd.conf. what is wrong with my configuration ? thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From isd602 at co.santa-cruz.ca.us Wed May 24 11:45:21 2006 From: isd602 at co.santa-cruz.ca.us (Roger Mastrude) Date: Wed, 24 May 2006 08:45:21 -0700 Subject: [rt-users] "Cannot find the location of RT.pm that defines $RT::LocalPath Message-ID: I'm running Makefile.pm to install RTFM 2.1.40, and getting an error message: "Cannot find the location of RT.pm that defines $RT::LocalPath in: inc /usr/lib/perl5/5.8.7/i586-linux-thread-multi /usr/lib/perl5/5.8.7 /usr/lib/perl5/site_perl/5.8.7/i586-linux-thread-multi /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.7/i586-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.7 /usr/lib/perl5/vendor_perl . /opt/rt3/lib /opt/lib/rt3 /opt/lib /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/rt3/lib /home/lib/rt3 /home/lib /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt3/lib /sw/lib/rt3 /sw/lib Path to your RT.pm:" I'm slightly crippled by not knowing Perl syntax. I do have an RT.pm, and it's in /opt/rt3/lib. If I type in either /opt/rt3/lib or /opt/rt3/lib/RT.pm, I just get the same message again. Any quotes, other wrappers, relative addressing required? Would someone be kind enough to help me out? Thanks. -------------- next part -------------- An HTML attachment was scrubbed... URL: From vivek at khera.org Wed May 24 12:01:36 2006 From: vivek at khera.org (Vivek Khera) Date: Wed, 24 May 2006 12:01:36 -0400 Subject: [rt-users] Famous RT + FastCGI error In-Reply-To: References: Message-ID: On May 24, 2006, at 11:48 AM, Avishay Aton wrote: > [error] [client x.x.x.x] FastCGI: incomplete headers (0 bytes) > received from server "/opt/rt3/bin/mason_handler.fcgi" at the command line, run the mason_handler.fcgi and see what errors it produces. for best results, run it as the same user ID as your httpd server runs the fastcgi process. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2530 bytes Desc: not available URL: From steve.waltner at lsi.com Wed May 24 12:14:22 2006 From: steve.waltner at lsi.com (Steve Waltner) Date: Wed, 24 May 2006 11:14:22 -0500 Subject: [rt-users] Shared Search for Tickets Resolved by "me" In-Reply-To: <20060524152634.GG16223@chaka.net> References: <9CBD7299-71E5-444C-93BF-CEDEB0BC95D6@lsi.com> <20060524152634.GG16223@chaka.net> Message-ID: <800EDA6B-8870-4FD3-8EE8-2DA364BBAE7A@lsi.com> Todd, Thanks for the suggestion. As you suspected, this appears to be a feature that is being added in 3.6. This returned no results for me, when Owner = 'swaltner' returned 19 tickets. We'll keep an eye out for the release of 3.6.0 and upgrade to that when it gets released. Steve On May 24, 2006, at 10:26 AM, Todd Chapman wrote: > Try: Owner = '__CurrentUser__' > > I think that only works in 3.6 though. > > -Todd > > On Wed, May 24, 2006 at 09:47:37AM -0500, Steve Waltner wrote: >> I would like to create a Shared Search on RT 3.4.4 which queries for >> tickets that "I" resolved during the last month. The problem is I >> can't figure out how to tell the search engine to query for "me" >> based on who is currently logged into the web interface. I'm very new >> to using RT, so I probably have simply overlooked something simple. >> >> I currently have the following as my Saved Search, which works fine >> for myself.... >> >> Owner = 'swaltner' >> AND Status = 'resolved' >> AND Resolved < 'Today' >> AND Resolved > '-35 Days' >> >> The problem comes when I save this into the shared searches with our >> other group members. jdoe doesn't want to search for tickets that >> swaltner owned, they are interested in tickets that are owned by >> jdoe. Granted each user can load the shared search, update it with >> their name, and save it into their personal saved searches, but that >> isn't convenient and doesn't make sure that everyone is using the >> same queries. >> >> Hopefully there is a keyword like "myself" (similar to "today" for >> the date searches) that would help here. I've looked through the >> mailing list archives and on the Wiki, but don't seem to find >> anything useful there. Any assistance would be greatly appreciated. >> >> Steve >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> We're hiring! Come hack Perl for Best Practical: >> http://bestpractical.com/about/jobs.html From dshannon at techfluent.com Wed May 24 12:16:23 2006 From: dshannon at techfluent.com (Duncan Shannon) Date: Wed, 24 May 2006 11:16:23 -0500 Subject: [rt-users] First Impressions of RT V3.6.0rc2 Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB452B49F8@TF-FS2.internal.techfluent.com> >Logging in, frankly I like the user interface to 3.4.4 better, I think the >lack of shading and borders causes a lot more eye strain, especially on an Does anyone have any screen shots of the new interface handy? Im quite excited to see it. duncan From jcolson at voidgate.org Wed May 24 12:36:47 2006 From: jcolson at voidgate.org (Joshua Colson) Date: Wed, 24 May 2006 09:36:47 -0700 Subject: [rt-users] First Impressions of RT V3.6.0rc2 In-Reply-To: <2B7B7880538AA440B5FBCE7A56E8CB452B49F8@TF-FS2.internal.techfluent.com> References: <2B7B7880538AA440B5FBCE7A56E8CB452B49F8@TF-FS2.internal.techfluent.com> Message-ID: <1148488607.10303.2.camel@s60r.ination.com> On Wed, 2006-05-24 at 11:16 -0500, Duncan Shannon wrote: > >Logging in, frankly I like the user interface to 3.4.4 better, I think > the >lack of shading and borders causes a lot more eye strain, > especially on an > > Does anyone have any screen shots of the new interface handy? Im quite > excited to see it. I setup a quick an dirty demo instance of RT 3.6.0rc2/SQLite/Standalone_HTTPD available at http://demo.request-tracker.org:8080/ I'll leave it up for a few days if anyone wants to see what the new version looks like. Be warned however, it is very slow (my system, not RT). Login is 'guest' with 'rt36guest' Enjoy -- Joshua Colson From avishay.aton at gmail.com Wed May 24 13:47:52 2006 From: avishay.aton at gmail.com (Avishay Aton) Date: Wed, 24 May 2006 19:47:52 +0200 Subject: [rt-users] Famous RT + FastCGI error In-Reply-To: References: Message-ID: Hi, I already done that switched to user "web" which is the user ,apache run under and typing : " /opt/rt3/bin/mason_handler.fcgi" yields the RT LOGIN PAGE(i can see the html in the console) here is part of the output: Pragma: no-cache Set-cookie: RT_SID_example.com.=3db8545102152ba16be3ca0dc20e48d1; path=/ Cache-control: no-cache Content-Type: text/html; charset=utf-8 Login
Best Practical Solutions, LLC corporate logo     Not logged in.

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»|« RT 3.4.5 Copyright 1996-2005 Best Practical Solutions, LLC.
Distributed under version 2 of the GNU GPL.
To inquire about support, training, custom development or licensing, please contact sales at bestpractical.com.
Time to display: 0.244744
-bash-3.00$ however in my httpd log I have: [Mon May 29 18:00:55 2006] [error] [client 10.90.0.223] FastCGI: comm with server "/RT/rt-3.4.5/bin/mason_handler.fcgi" aborted: idle timeout (120 sec) [Mon May 29 18:00:55 2006] [error] [client 10.90.0.223] FastCGI: incomplete headers (0 bytes) received from server "/RT/rt-3.4.5/bin/mason_handler.fcgi" Regards Mariusz Jesse Vincent Wys?ane przez: rt-users-bounces at lists.bestpractical.com 2006-05-25 19:29 Do: Mariusz Stakowski DW: rt-users at lists.bestpractical.com, (UDW: Mariusz Stakowski/WROC?AW/PROKOM/PL) Temat: Re: [rt-users] Famous RT + FastCGI error again On Thu, May 25, 2006 at 03:44:31PM +0200, Mariusz Stakowski wrote: > > Hello list, > > I would like to complain too on the Famous RT + FastCGI error. > My environment is somehow more exotic, but I hope somone will be able to > help me: > > The famous error: > > > [error] [client x.x.x.x] FastCGI: incomplete headers (0 bytes) > > received from server "/opt/rt3/bin/mason_handler.fcgi" And what happens if you run that command by hand from the commandline as the user your webserver runs as? Jesse > > ocurrs in the following environment too: > > CentOS 4.1 S390x > Request Tracker 3.4.5 > Apache 2.0.52 > mod_fastcgi-2.4.2 > > Does someone know something about it ? > > Regards > > Mariusz Stakowski > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html -------------- next part -------------- An HTML attachment was scrubbed... URL: From ted at serreyn.com Mon May 29 10:30:48 2006 From: ted at serreyn.com (Ted Serreyn) Date: Mon, 29 May 2006 09:30:48 -0500 Subject: [rt-users] binary attachment corruption? In-Reply-To: <447A8115.4020009@berkeley.edu> Message-ID: <002101c6832c$7bbafed0$0e14140a@ad.serreyn.com> In my case it is an existing rt installation, that has started to experience this problem I believe since the mysql upgrade. New attachments sent in are always corrupted (ok only the binary ones). Ted -- Ted Serreyn Phone: 262-432-0260 Fax: 262-432-0232 Serreyn Network Services, LLC http://www.serreyn.com/ -----Original Message----- From: Mike Patterson [mailto:mikep at berkeley.edu] Sent: Monday, May 29, 2006 12:05 AM To: Ted Serreyn Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] binary attachment corruption? Ted, I had a binary attachment problem when I attempted to restore a backed up mysql rt database. I wasn't backing up in a way that kept the binary attachments intact. See subject "binary attachments corrupt in migration to new box" 5/11/2006 in the archive ---------------------------------------------------------------------------- I had to add this flag "--default-character-set=binary" to my dump command before I could get a good migration to another server. mysqldump --opt --add-drop-table --single-transaction --user=root --password=my_pass_was_here rt3 | gzip > /usr/backup/rt3_db_last2.sql.gz ---------------------------------------------------------------------------- Is this part of the problem you're experiencing? When I was having this issue, new attachments weren't corrupt, just the migrated ones. Fortunately I caught it in test migrations.... Good luck, Mike Ted Serreyn wrote: > > Seeing corruptions for any and all binary attachments. rt-3.4.5, > mysql 4.1.19. I am suspecting that this is a mysql problem. > > > > > > > > In apache2.conf > > AddDefaultCharset UTF-8 > > PerlModule Apache::DBI > > #PerlFreshRestart On > > #PerlRequire /home/httpd/html/support.serreyn.com/rt-3.4.3/bin/webmux.pl > > PerlRequire /home/httpd/html/support.serreyn.com/rt-3.4.5/bin/webmux.pl > > AddDefaultCharset UTF-8 > > > > In my.cnf > > [mysql] > > character-sets-dir=/usr/share/mysql/charsets > > default-character-set=utf8 > > > > [mysqld] > > character-set-server = utf8 > > default-character-set = utf8 > > > > # mysqladmin version > > mysqladmin Ver 8.41 Distrib 4.1.19, for pc-linux-gnu on i686 > > Copyright (C) 2000 MySQL AB & MySQL Finland AB & TCX DataKonsult AB > > This software comes with ABSOLUTELY NO WARRANTY. This is free software, > > and you are welcome to modify and redistribute it under the GPL license > > > > Server version 4.1.19 > > Protocol version 10 > > Connection Localhost via UNIX socket > > UNIX socket /var/run/mysqld/mysqld.sock > > Uptime: 8 days 16 hours 30 min 29 sec > > > > Threads: 2 Questions: 77797 Slow queries: 0 Opens: 223 Flush > tables: 1 Open tables: 64 Queries per second avg: 0.104** > > * * > > * * > > -- > Ted Serreyn Phone: 262-432-0260 Fax: 262-432-0232 > Serreyn Network Services, LLC http://www.serreyn.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 rt-users-list at derman.com Mon May 29 20:25:16 2006 From: rt-users-list at derman.com (rt-users-list at derman.com) Date: Mon, 29 May 2006 17:25:16 -0700 Subject: [rt-users] RT On Intel Mac? Message-ID: Is there a secret to being able to get all the required perl modules to compile/install on an Intel Mac? Attempting: install Bundle::CPAN ...yields many instances of: ----- *** No rule to make target `/System/Library/Perl/5.8.6/darwin-thread-multi-2level/CORE/config.h', needed by `Makefile'. Stop. ----- Anyone know whether there's a solution for this problem (and what it is)? From jesse at bestpractical.com Mon May 29 21:00:18 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 29 May 2006 21:00:18 -0400 Subject: [rt-users] RT On Intel Mac? In-Reply-To: References: Message-ID: <20060530010018.GV12188@bestpractical.com> On Mon, May 29, 2006 at 05:25:16PM -0700, rt-users-list at derman.com wrote: > Is there a secret to being able to get all the required perl modules to > compile/install on an Intel Mac? 1) You don't need Bundle::CPAN 2) I'm much happier with the perl built by darwinports. From romansteve at gmail.com Tue May 30 06:30:12 2006 From: romansteve at gmail.com (Roman Steven) Date: Tue, 30 May 2006 06:30:12 -0400 Subject: [rt-users] scrip questions In-Reply-To: <589c94400605271828w606f932eo77313daf7905877f@mail.gmail.com> References: <552eaa670605120357k4634d01cqc0aa205991897409@mail.gmail.com> <589c94400605271828w606f932eo77313daf7905877f@mail.gmail.com> Message-ID: <552eaa670605300330l398a2ce8kb0d3f64caed9c5ee@mail.gmail.com> Thanks Ruslan. When I force the new owner, I now get the following result: forcing owner change works, I see the transcation but then it gets reverted back. I've checked for other scrips which may do this, but they do not exist. RT_System Owner forcibly changed from jane done to john doe but then generates: john doe - Given to jane doe Thanks again, Roman On 5/27/06, Ruslan Zakirov wrote: > > On 5/12/06, Roman Steven wrote: > > Hi, > > > > I have a need to change ownership of a ticket when the person working > on > > the ticket is not the owner via a scrip. But it won't change the owner. > > I've tried the following with no success. > > > > $self->TicketObj->SetOwner( $StaffName,'Force') > > > > $self->TicketObj->SetOwner( $StaffName,'Steal') > my ($status, $msg) = $self->TicketObj->SetOwner( $StaffName,'Force'); > die "Couldn't change owner: $msg" unless $status; > > > > > > > Also, how do I specify the encoding in the following: > > > > $self->TicketObj->Comment( Content => $NewContent ); > Use MIMEObj argument instead if you want to tune the action. > > > > > Thanks, > > Roman > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From adminmiki at alcatel.sk Tue May 30 08:00:23 2006 From: adminmiki at alcatel.sk (Miki) Date: Tue, 30 May 2006 14:00:23 +0200 Subject: [rt-users] qmail and maildrop to filter spam out of RT Message-ID: <2410676612.20060530140023@alcatel.sk> Hello , recently we have spam coming to RT, it is correctly tagged by our Spamassasin on gateway however, I wanted keep this messages out of queue. We are using qmail / vpopmail /spamassassin, for tagging we are using tag ****SPAM****, maildrop will do rest. after some coffee ;) here are results, I hope it help to someone with similar problems: cat /home/vpopmail/domains/domain.com/.qmail-helpdesk |maildrop ---------------------------------------------------- cat /etc/maildroprc #!/bin/bash ## checking incoming mail for tag from Spamassassin in Subject line ## if email is tagged , it will deliver message to admin mailbox directly ## (can be changed to email address) ## if is email OK, maildrop will pass msg to RT queue ## (c) Miki ;) logfile "/var/log/qmail/maildrop.log" import EXT import HOST VHOME=/home/vpopmail/domains/domain.com/useradmin VPOP="| /opt/rt3/bin/rt-mailgate --queue Helpdesk --action correspond --url http://rt.domain.com/" if ( /^Subject: \*\*\*\*SPAM\*\*\*\*/ ) { to $VHOME/Maildir EXITCODE=100 exit } else { to $VPOP exit } --------------------------- From barnesaw at ucrwcu.rwc.uc.edu Tue May 30 08:19:23 2006 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 30 May 2006 08:19:23 -0400 Subject: [rt-users] Create new validation take 2 In-Reply-To: <4478F4C3.3000207@servervault.com> References: <4478F4C3.3000207@servervault.com> Message-ID: <447C384B.7020306@ucrwcu.rwc.uc.edu> Todd Chapman replied to you there. this is a feature in 3.6 (currently at RC3). DB Mathew Snyder wrote: > The last thread got jumbled with another so I didn't receive any > responses if there were any. > > I need to create a validation for a custom field to make sure dates are > entered correctly. Where would I add this? > > RT v3.6.0rc2 > > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From plummer at geneseo.edu Tue May 30 09:47:28 2006 From: plummer at geneseo.edu (Shawn Plummer) Date: Tue, 30 May 2006 09:47:28 -0400 Subject: [rt-users] rt3.6rc2 multiple login issue Message-ID: <8863A642-F023-4185-96D0-287A5E8896D0@geneseo.edu> I posted this on the developer list but got no response, I thought I would post it on the larger users list and see if anyone had any suggestions. I am quite confounded by this issue so any help anyone could provide would be very appreciated. Problem Synopsis: users with the modify self privilege are asked to log two or more times. Problem Detail: When a privileged user with the modify self privilege logs in to the url http://rt.geneseo.edu/ they are immediately asked to login again after clicking any link. If they clicked one of the top menu links (for instance "Tools") after logging in a second time they are no longer asked to login. If they clicked a ticket details link they will be asked to login in again until they click a link that sets proper session data. If you entered http://rt.geneseo.edu/Tools/index.html as your first path and login you are not asked to login again, it appears the cookie data gets set properly. The Tools page is used for example here it appears that any sub page "Tickets", "Configuration", etc. do the right thing in regards to setting session data that does not require multiple logins. Troubleshooting steps: I have used firefox's web developer plugin bar to show the client cookie contents at all stages of the login procedure and they are identical before and after getting a permanent login. The session data residing in /var/rt36prod/var/session_data is however quite different (Details at bottom of email). The summary is that the session data file contains only a very small amount of information at first login but after obtaining the permanent login by clicking on the Tools link has a ton of extra info. Why is there such a discrepancy? I am not really sure where to go from here. Does anyone have any other suggestions? Can I provide any more helpful information? My theory is that the At a Glance and ticket detail pages do not set all the session data needed... Our setup: We are running 3.6.0rc2 We are using RT with an Oracle Database We are using Jim Meyer's LDAP overlay to authenticate and create users. Gritty details: Here is the contents of the session data file for me immediately after logging in the first time: [root at status session_data]# od -a bc9009efef96d9d3c57614509d3e39e5 0000000 enq ack etx nul nul nul stx nl sp b c 9 0 0 9 e 0000020 f e f 9 6 d 9 d 3 c 5 7 6 1 4 5 0000040 0 9 d 3 e 3 9 e 5 nul nul nul vt _ s e 0000060 s s i o n _ i d eot dc1 si R T : : C 0000100 u r r e n t U s e r etx nul nul nul soh nl 0000120 enq U s e r s nul nul nul enq t a b l e nul 0000140 nul nul vt C u r r e n t U s e r 0000156 And here is the session data after obtaining a permamnent login by clicking the "Tools" link [root at status session_data]# od -a bc9009efef96d9d3c57614509d3e39e5 0000000 enq ack em nul nul nul nul etx eot dc1 si R T : : C 0000020 u r r e n t U s e r etx nul nul nul ack nl 0000040 si R T : : C u r r e n t U s e r 0000060 nul nul nul ack _ C l a s s eot dc1 ff R T : 0000100 : I 1 8 N : : e n etx nul nul nul nul nul nul 0000120 nul nl L a n g H a n d l e etb vt U s 0000140 e r s : i d = 2 3 nul nul nul " _ S B 0000160 _ R e c o r d _ P r i m a r y _ 0000200 R e c o r d C a c h e _ k e y nl 0000220 enq U s e r s nul nul nul enq t a b l e eot 0000240 etx nul nul nul " etb stx 1 2 nul nul nul bel c r e 0000260 a t o r nl nul nul nul nul bs c o m m e n 0000300 t s etb stx N Y nul nul nul enq s t a t e enq 0000320 nul nul nul vt w e b e n c o d i n g etb 0000340 si S h a w n sp M sp P l u m m e r 0000360 nul nul nul bs r e a l n a m e etb cr * N 0000400 O - P A S S W O R D * nul nul nul bs p 0000420 a s s w o r d enq nul nul nul nl a u t h 0000440 s y s t e m enq nul nul nul ht h o m e p 0000460 h o n e etb stx 2 3 nul nul nul stx i d enq nul 0000500 nul nul bs t i m e z o n e enq nul nul nul eot 0000520 l a n g etb bel p l u m m e r nul nul nul 0000540 eot n a m e enq nul nul nul dc1 c o n t a c 0000560 t i n f o s y s t e m etb enq 1 4 4 0000600 5 4 nul nul nul etx z i p enq nul nul nul cr e m 0000620 a i l e n c o d i n g etb dc3 2 0 0 0000640 6 - 0 3 - 2 1 sp 1 6 : 3 9 : 3 2 0000660 nul nul nul vt l a s t u p d a t e d enq 0000700 nul nul nul ht s i g n a t u r e etb bel p 0000720 l u m m e r nul nul nul so e x t e r n 0000740 a l a u t h i d etb vt S o u t h sp 0000760 1 2 4 b 1 nul nul nul bs a d d r e s s 0001000 1 etb ff 5 8 5 - 2 4 5 - 5 5 7 7 nul 0001020 nul nul ht w o r k p h o n e etb dc3 p l 0001040 u m m e r @ g e n e s e o . e d 0001060 u nul nul nul ff e m a i l a d d r e s 0001100 s nl nul nul nul nul dc3 f r e e f o r m c 0001120 o n t a c t i n f o etb bel G e n e 0001140 s e o nul nul nul eot c i t y etb si S h a 0001160 w n sp M sp P l u m m e r nul nul nul enq 0001200 g e c o s etb " C o m p u t i n g 0001220 sp & sp I n f o r m a t i o n sp T 0001240 e c h n o l o g y nul nul nul ff o r g 0001260 a n i z a t i o n enq nul nul nul bel c o 0001300 u n t r y etb ff 5 8 5 - 7 0 3 - 9 0001320 3 1 2 nul nul nul vt m o b i l e p h o 0001340 n e enq nul nul nul bs n i c k n a m e etb 0001360 # u i d = p l u m m e r , o u = 0001400 P e o p l e , o = g e n e s e o 0001420 . e d u nul nul nul nak e x t e r n a l 0001440 c o n t a c t i n f o i d enq nul nul 0001460 nul bs a d d r e s s 2 etb dc3 2 0 0 6 0001500 - 0 3 - 2 1 sp 1 4 : 3 2 : 0 6 nul 0001520 nul nul bel c r e a t e d enq nul nul nul ack p 0001540 g p k e y enq nul nul nul nl p a g e r p 0001560 h o n e etb stx 2 3 nul nul nul cr l a s t 0001600 u p d a t e d b y nul nul nul ack v a l 0001620 u e s eot etx nul nul nul " bs soh nul nul nul bel c 0001640 r e a t o r bs soh nul nul nul bs c o m m 0001660 e n t s bs soh nul nul nul enq s t a t e bs 0001700 soh nul nul nul vt w e b e n c o d i n g 0001720 bs soh nul nul nul bs r e a l n a m e bs soh 0001740 nul nul nul bs p a s s w o r d bs soh nul nul 0001760 nul nl a u t h s y s t e m bs soh nul nul 0002000 nul ht h o m e p h o n e bs soh nul nul nul 0002020 stx i d bs soh nul nul nul bs t i m e z o n 0002040 e bs soh nul nul nul eot l a n g bs soh nul nul nul 0002060 eot n a m e bs soh nul nul nul dc1 c o n t a 0002100 c t i n f o s y s t e m bs soh nul nul 0002120 nul etx z i p bs soh nul nul nul cr e m a i l 0002140 e n c o d i n g bs soh nul nul nul ht s i 0002160 g n a t u r e bs soh nul nul nul vt l a s 0002200 t u p d a t e d bs soh nul nul nul so e x 0002220 t e r n a l a u t h i d bs soh nul nul 0002240 nul bs a d d r e s s 1 bs soh nul nul nul ht 0002260 w o r k p h o n e bs soh nul nul nul ff e 0002300 m a i l a d d r e s s bs soh nul nul nul 0002320 dc3 f r e e f o r m c o n t a c t 0002340 i n f o bs soh nul nul nul eot c i t y bs soh 0002360 nul nul nul enq g e c o s bs soh nul nul nul ff o 0002400 r g a n i z a t i o n bs soh nul nul nul 0002420 bel c o u n t r y bs soh nul nul nul vt m o 0002440 b i l e p h o n e bs soh nul nul nul bs n 0002460 i c k n a m e bs soh nul nul nul nak e x t 0002500 e r n a l c o n t a c t i n f o 0002520 i d bs soh nul nul nul bs a d d r e s s 2 0002540 bs soh nul nul nul bel c r e a t e d bs soh nul 0002560 nul nul ack p g p k e y bs soh nul nul nul cr l 0002600 a s t u p d a t e d b y bs soh nul nul 0002620 nul nl p a g e r p h o n e nul nul nul bel 0002640 f e t c h e d nul nul nul nul vt C u r r 0002660 e n t U s e r nl sp b c 9 0 0 9 e 0002700 f e f 9 6 d 9 d 3 c 5 7 6 1 4 5 0002720 0 9 d 3 e 3 9 e 5 nul nul nul nul vt _ s 0002740 e s s i o n _ i d eot stx nul nul nul ack eot 0002760 etx nul nul nul etx etb soh 1 nul nul nul stx I d etb ff 0003000 C I T sp H e l p D e s k nul nul nul vt 0003020 D e s c r i p t i o n etb bel G e n 0003040 e r a l nul nul nul eot N a m e eot etx nul nul 0003060 nul etx etb soh 4 nul nul nul stx I d etb ff C I T 0003100 sp H e l p D e s k nul nul nul vt D e s 0003120 c r i p t i o n etb syn H e l p D e 0003140 s k C a r r y I n S e r v i c e 0003160 nul nul nul eot N a m e eot etx nul nul nul etx etb soh 0003200 6 nul nul nul stx I d etb F s e r v i c e 0003220 sp r e q u e s t s sp a n d sp p r 0003240 o j e c t s sp a s s o c i a t e 0003260 d sp w i t h sp s t u d e n t sp a 0003300 c c e s s sp c o m p u t e r s nul 0003320 nul nul vt D e s c r i p t i o n etb eot 0003340 L a b s nul nul nul eot N a m e eot etx nul nul 0003360 nul etx etb soh 5 nul nul nul stx I d etb . a l l 0003400 sp t o - d o sp i t e m s sp a s s 0003420 o c i a t e d sp w i t h sp c o n 0003440 f i g u r i n g sp R T nul nul nul vt D 0003460 e s c r i p t i o n etb ht R T P r 0003500 o j e c t nul nul nul eot N a m e eot etx nul 0003520 nul nul etx etb soh 3 nul nul nul stx I d etb 7 F o 0003540 r sp a l l sp e x t e r n a l sp r 0003560 e q u e s t s sp m a d e sp t o sp 0003600 t h e sp C I T sp S y s t e m s sp 0003620 G r o u p nul nul nul vt D e s c r i p 0003640 t i o n etb vt S y s t e m s - e x 0003660 t nul nul nul eot N a m e eot etx nul nul nul etx etb 0003700 stx 6 1 nul nul nul stx I d etb sp F o r sp s 0003720 y s t e m s sp i n t e r n a l sp 0003740 p r o j e c t sp u s e nul nul nul vt D 0003760 e s c r i p t i o n etb vt S y s t 0004000 e m s - i n t nul nul nul eot N a m e stx 0004020 nul nul nul # S e l e c t Q u e u e - 0004040 - - 2 3 - - - C r e a t e T i c 0004060 k e t - - - 0 0004067 RT_Siteconfig relevant entries: Set( $rtname, 'Geneseo RT'); # You should set this to your organization's DNS domain. For example, # fsck.com or asylum.arkham.ma.us. It's used by the linking interface to # guarantee that ticket URIs are unique and easy to construct. Set($Organization , "rt.geneseo.edu"); # OwnerEmail is the address of a human who manages RT. RT will send # errors generated by the mail gateway to this address. This address # should _not_ be an address that's managed by your RT instance. Set($OwnerEmail , 'rtadmin'); Set( $WebBaseURL = 'http://rt.geneseo.edu/'); Set($WebPath , ""); httpd.conf virtualhost entry: FastCgiIpcDir /var/fastcgi/ FastCgiServer /opt/rt36prod/bin/mason_handler.fcgi -idle-timeout 120 - processes 8 ServerName rt.geneseo.edu DocumentRoot /opt/rt36prod/share/html ErrorLog logs/rt_error_log CustomLog logs/rt_access_log combined AddDefaultCharset UTF-8 AddHandler fastcgi-script .fcgi Options FollowSymLinks ExecCGI AllowOverride None # Pass through requests to for noauth Alias /NoAuth/images /opt/rt36prod/share/html/NoAuth/images ScriptAlias / /opt/rt36prod/bin/mason_handler.fcgi/ ~~~~~~~~~~~~~ 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 prasaddeshpande at bajajfinance.in Tue May 30 10:11:32 2006 From: prasaddeshpande at bajajfinance.in (Prasad Deshpande) Date: Tue, 30 May 2006 19:41:32 +0530 Subject: [rt-users] Group Rigts for Custom Fields in Ver 3.2.3 Message-ID: <93D7B805E82667439CD104728E47C589351BBC@BALAKMB01.bajajauto.co.in> Hi, I am using RT 3.2.3 on Red Hat 9. I am facing the problem in giving the group rights to custom field. I am referring a book called RT Essential (they are referring RT Ver 3.1.15) in which it has been mentioned that you can modify custom field access control.( through Configuration->Custom Fields->->Group Rights) But the said option is not visible in my RT. Does any one have any solution for this? Thanks in advance. Prasad Deshpande DISCLAIMER: This message,including any attachments contains confidential and privileged information for the sole use of the intended recipient(s), and is protected by law. If you are not the intended recipient, please destroy all copies of the original message. Any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful. Bajaj Auto reserves the right to record, monitor, and inspect all email communications through its internal and external networks. Your messages shall be subject to such lawful supervision as Bajaj Auto deems necessary in order to protect its information, interests and reputation. Bajaj Auto prohibits and takes steps to prevent its information systems from being used to view, store or forward offensive or discriminatory material. If this message contains such material, please report it to abuse at bajajauto.co.in. -------------- next part -------------- An HTML attachment was scrubbed... URL: From juan.mas at gmail.com Tue May 30 11:18:00 2006 From: juan.mas at gmail.com (Juan Mas) Date: Tue, 30 May 2006 11:18:00 -0400 Subject: [rt-users] Autoreply Filters? Message-ID: <7d73da0605300818n7401c8bdle2996a82641fc3b5@mail.gmail.com> Hey Everyone, Over the weekend we received spam from some domain, after the autoreply was sent to them, we received 3000+ e-mails from the domain responding that the address did not exist.. We're probably still receiving the e-mails but I put a block on the domain once I came in this morning. Has anyone else run into this problem? And did you do anything to remedy it? I was thinking of maybe setting some sort of custom condition, but all these spam e-mails come in with different subjects and senders that Id probable spend all my days adding new conditions. :) Thanks. -- -Juan From jesse at bestpractical.com Tue May 30 11:38:05 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 30 May 2006 11:38:05 -0400 Subject: [rt-users] iCalendar export? In-Reply-To: <9e769e4e0605300832s23c3922x9ee5c166f3a56f2c@mail.gmail.com> References: <2B7B7880538AA440B5FBCE7A56E8CB4509CB72@TF-FS2.internal.techfluent.com> <20060406011150.GW4283@bestpractical.com> <9e769e4e0605300832s23c3922x9ee5c166f3a56f2c@mail.gmail.com> Message-ID: <20060530153805.GE12188@bestpractical.com> On Tue, May 30, 2006 at 04:32:58PM +0100, Mike Dent wrote: > On 4/6/06, Jesse Vincent wrote: > >> Why the Mac? For iCal testing? What about other iCalendar format > >> systems... > > > >Because iCal on a Mac is the plaform my salesperson runs. And What I'm > >doing is for her use. > > > > > >> dunacn > > > HI Jesse, > just wondered if you had any news on this yet? I'm really looking > forward to having the ability to link dates in RT with iCal. Sadly, nope. I've been distracted by customer work and hiveminder. (Hiveminder is our exciting new thing set for launch this summer. We're...scrambling to get it done) Jesse > many thanks, > Mike From juan.mas at gmail.com Tue May 30 11:18:00 2006 From: juan.mas at gmail.com (Juan Mas) Date: Tue, 30 May 2006 11:18:00 -0400 Subject: [rt-users] Autoreply Filters? Message-ID: <7d73da0605300818n7401c8bdle2996a82641fc3b5@mail.gmail.com> Hey Everyone, Over the weekend we received spam from some domain, after the autoreply was sent to them, we received 3000+ e-mails from the domain responding that the address did not exist.. We're probably still receiving the e-mails but I put a block on the domain once I came in this morning. Has anyone else run into this problem? And did you do anything to remedy it? I was thinking of maybe setting some sort of custom condition, but all these spam e-mails come in with different subjects and senders that Id probable spend all my days adding new conditions. :) Thanks. -- -Juan From sbriere at ll.mit.edu Tue May 30 13:55:28 2006 From: sbriere at ll.mit.edu (Scott Briere) Date: Tue, 30 May 2006 13:55:28 -0400 Subject: [rt-users] DependsOn and DependedOnBy Query problem Message-ID: <447C8710.4030002@ll.mit.edu> When we add the DependsOn and DependedOnBy columns to the output of the ticket search we get all the tickets with dependencies but instead of the correct links to those tickets all the links are to the ticket itself: # DependsOn DependedOnBy 466 466 466 This output shows that 466 is DependedOn twice by itself, when in fact it is DependedOnBy 467 and 470. So the query seems to be returning the opposite of what it should. Found a similar problem from last year: http://www.gossamer-threads.com/lists/rt/users/43916#43916 but the fix seemed to have been to upgrade to 3.4.2rc1, but we're running 3.4.2 and still have the problem. I didn't see anything in the release notes for 3.4.3, .4 or .5 on this. Suggestions? Scott From jboris at adphila.org Tue May 30 13:57:48 2006 From: jboris at adphila.org (John Boris) Date: Tue, 30 May 2006 13:57:48 -0400 Subject: [rt-users] Just a question about proper sequence of operations Message-ID: We are very new at using RT(3.4.5 on fedora Core 4) and I have a question on actually how to handle things. When I receive a telephone request (We are slowly moving away from that type of request) I enter it into RT by creating a ticket in the proper Queue changing the requestor from me to the person who placed the call. this gets assigned to nobody or to the person that is assigned the queue. When I work on the ticket I take ownership of it and I want to send a reply to the requester about the progress of the request. When I click on the Reply button and create a reply do I click on the Update Ticket or Save changes. What I am trying to do is to record my reply in RT and have RT send out the reply. What I had to do was click on the Reply link that is in the original message (not the reply link at the top of the Display where it says Reply take resolve etc). Then the reply gets logged and an outgoing email is sent. I am not sure why there are two buttons on the screen (Update Ticket and Save Changes). It is confusing. I want to update the ticket but also notify the requestor. TIA John J. Boris, Sr. JEN-A-SyS Administrator Archdiocese of Philadelphia "Remember! That light at the end of the tunnel Just might be the headlight of an oncoming train!" From klusk at brit.com Tue May 30 14:03:15 2006 From: klusk at brit.com (Kristopher Lusk) Date: Tue, 30 May 2006 13:03:15 -0500 Subject: [rt-users] Reply Button Message-ID: <20060530180317.32AA4A3AE4@mail.brit.com> Hi List, Hope everyone is doing well. Let's say that Bill has added a Comment (question) to a ticket that he does not own, nor is he a watcher on - he is just someone who is concerned about that ticket's progress. Tom, the ticket's owner, clicks the Reply button on Bill's Comment to answer his question. The ticket is updated with Tom's answer, but Bill never receives that answer via email. Is there a manual scrip that would email that reply to Bill? Is the only solution for Bill to add himself as a watcher when he adds a Comment, so that he will be notified when there is a reply? Please Advise. Thank you, Kris -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Tue May 30 14:06:15 2006 From: todd at chaka.net (Todd Chapman) Date: Tue, 30 May 2006 14:06:15 -0400 Subject: [rt-users] Just a question about proper sequence of operations In-Reply-To: References: Message-ID: <20060530180615.GJ16223@chaka.net> Update Ticket. Save Changes applies to the mail squelching section. -Todd On Tue, May 30, 2006 at 01:57:48PM -0400, John Boris wrote: > We are very new at using RT(3.4.5 on fedora Core 4) and I have a > question on actually how to handle things. When I receive a telephone > request (We are slowly moving away from that type of request) I enter it > into RT by creating a ticket in the proper Queue changing the requestor > from me to the person who placed the call. this gets assigned to nobody > or to the person that is assigned the queue. When I work on the ticket I > take ownership of it and I want to send a reply to the requester about > the progress of the request. When I click on the Reply button and create > a reply do I click on the Update Ticket or Save changes. What I am > trying to do is to record my reply in RT and have RT send out the reply. > What I had to do was click on the Reply link that is in the original > message (not the reply link at the top of the Display where it says > Reply take resolve etc). Then the reply gets logged and an outgoing > email is sent. I am not sure why there are two buttons on the screen > (Update Ticket and Save Changes). It is confusing. > > I want to update the ticket but also notify the requestor. > > TIA > > > John J. Boris, Sr. > JEN-A-SyS Administrator > Archdiocese of Philadelphia > > "Remember! That light at the end of the tunnel > Just might be the headlight of an oncoming train!" > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From vivek at khera.org Tue May 30 14:10:32 2006 From: vivek at khera.org (Vivek Khera) Date: Tue, 30 May 2006 14:10:32 -0400 Subject: [rt-users] Autoreply Filters? In-Reply-To: <7d73da0605300818n7401c8bdle2996a82641fc3b5@mail.gmail.com> References: <7d73da0605300818n7401c8bdle2996a82641fc3b5@mail.gmail.com> Message-ID: On May 30, 2006, at 11:18 AM, Juan Mas wrote: > Over the weekend we received spam from some domain, after the > autoreply was sent to them, we received 3000+ e-mails from the domain RT seriously needs an autoreply squelcher built in and operational out of the box. It should not send an autoresponse to any given address more than X times per Y time across all of the queues. I'd set it as low as 3 times per hour. If a customer is making that many tickets, then too bad :-) We've had autoresponder fights before and it ain't pretty. Once it was between our RT and the remote site's RT. It was almost funny. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2530 bytes Desc: not available URL: From juan.mas at gmail.com Tue May 30 11:18:00 2006 From: juan.mas at gmail.com (Juan Mas) Date: Tue, 30 May 2006 11:18:00 -0400 Subject: [rt-users] Autoreply Filters? Message-ID: <7d73da0605300818n7401c8bdle2996a82641fc3b5@mail.gmail.com> Hey Everyone, Over the weekend we received spam from some domain, after the autoreply was sent to them, we received 3000+ e-mails from the domain responding that the address did not exist.. We're probably still receiving the e-mails but I put a block on the domain once I came in this morning. Has anyone else run into this problem? And did you do anything to remedy it? I was thinking of maybe setting some sort of custom condition, but all these spam e-mails come in with different subjects and senders that Id probable spend all my days adding new conditions. :) Thanks. -- -Juan From Chris.Covington at plusone.com Tue May 30 15:58:16 2006 From: Chris.Covington at plusone.com (Covington, Chris) Date: Tue, 30 May 2006 15:58:16 -0400 Subject: [rt-users] binary attachment corruption? In-Reply-To: <002101c6832c$7bbafed0$0e14140a@ad.serreyn.com> References: <447A8115.4020009@berkeley.edu> <002101c6832c$7bbafed0$0e14140a@ad.serreyn.com> Message-ID: <20060530195816.GA10855@grendel.plusone.com> On Mon, May 29, 2006 at 09:30:48AM -0500, Ted Serreyn wrote: > In my case it is an existing rt installation, that has started to experience > this problem I believe since the mysql upgrade. New attachments sent in are > always corrupted (ok only the binary ones). I am having the same problem w/4.1.19. Bueller? --- Chris Covington IT Plus One Health Management 75 Maiden Lane Suite 801 NY, NY 10038 646-312-6269 http://www.plusoneactive.com From pkime at Shopzilla.com Tue May 30 16:01:11 2006 From: pkime at Shopzilla.com (Philip Kime) Date: Tue, 30 May 2006 13:01:11 -0700 Subject: [rt-users] Confused by Custom field rights Message-ID: <58B1112F0EEB7349AE14A0AA46F9CEC00137ABAD@szexchange.Shopzilla.inc> RT 3.4.5/AT 1.2.3 I noticed that if a user has global ModifyCustomField rights, they can change custom field values in any ticket/asset, even if they don't have ModifyTicket/ModifyAsset for the ticket/asset. This seems very odd as the CFs are clearly part of the ticket/asset. I need users to be able to click a lot of custom field values when opening tickets in certain queues and the only way I can find to allow this is using the Global ModifyCustomField right as this right doesn't exist for Queues or Assets. I really don't want it global as users should be able to modify custom fields when opening a ticket in a queue that uses custom fields but I certainly don't want them to be able to modify any custom fields in any asset, which this right lets them do. Any ideas appreciated. I tried assigning ModifyCustomField to the Requestor Role only so they don't get the right on assets but this seems to not work - I can't modify any ticket custom fields any more and it only works again when I put the right back on the global Privileged group. PK -- Philip Kime NOPS Systems Architect 310 401 0407 -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnesaw at ucrwcu.rwc.uc.edu Tue May 30 16:04:04 2006 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 30 May 2006 16:04:04 -0400 Subject: [rt-users] binary attachment corruption? In-Reply-To: <20060530195816.GA10855@grendel.plusone.com> References: <447A8115.4020009@berkeley.edu> <002101c6832c$7bbafed0$0e14140a@ad.serreyn.com> <20060530195816.GA10855@grendel.plusone.com> Message-ID: <447CA534.2010709@ucrwcu.rwc.uc.edu> Jesse may have inadvertently touched on this in his response. It looks like your default character set is utf8, but Jesse suggested doing dumps with --with-default-charset=binary. Hmmm....2+2= ___ maybe? Anyone tried setting [mysqld] character-set-server = binary and reporting back? But I'm still using an old mysql, so I'm not real sure-like. Covington, Chris wrote: > On Mon, May 29, 2006 at 09:30:48AM -0500, Ted Serreyn wrote: > >> In my case it is an existing rt installation, that has started to experience >> this problem I believe since the mysql upgrade. New attachments sent in are >> always corrupted (ok only the binary ones). >> > > I am having the same problem w/4.1.19. Bueller? > > --- > Chris Covington > IT > Plus One Health Management > 75 Maiden Lane Suite 801 > NY, NY 10038 > 646-312-6269 > http://www.plusoneactive.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From jcolson at voidgate.org Tue May 30 16:16:59 2006 From: jcolson at voidgate.org (Joshua Colson) Date: Tue, 30 May 2006 13:16:59 -0700 Subject: [rt-users] Confused by Custom field rights In-Reply-To: <58B1112F0EEB7349AE14A0AA46F9CEC00137ABAD@szexchange.Shopzilla.inc> References: <58B1112F0EEB7349AE14A0AA46F9CEC00137ABAD@szexchange.Shopzilla.inc> Message-ID: <1149020219.8293.17.camel@s60r.ination.com> On Tue, 2006-05-30 at 13:01 -0700, Philip Kime wrote: > RT 3.4.5/AT 1.2.3 > > Any ideas appreciated. I tried assigning ModifyCustomField to the > Requestor Role only so they don't get the right on assets but this > seems to not work - I can't modify any ticket custom fields any more > and it only works again when I put the right back on the global > Privileged group. > Create a group for each set of users (if you haven't already) and assign the ModifyCustomField right for each individual custom field to the group. Use RTx::RightsMatrix to make it easier. HTH -- Joshua Colson From pkime at Shopzilla.com Tue May 30 16:51:02 2006 From: pkime at Shopzilla.com (Philip Kime) Date: Tue, 30 May 2006 13:51:02 -0700 Subject: [rt-users] RE: Confused by Custom field rights Message-ID: <58B1112F0EEB7349AE14A0AA46F9CEC00137ABAE@szexchange.Shopzilla.inc> Perfect, this works, thanks. It still seems to be a bit strange that Custom fields aren't considered part of a ticket/asset for the ModifyTicket/ModifyAsset rights ... PK -----Original Message----- From: Joshua Colson [mailto:jcolson at voidgate.org] Sent: 30 May 2006 13:17 To: Philip Kime Cc: RT users Subject: Re: [rt-users] Confused by Custom field rights Create a group for each set of users (if you haven't already) and assign the ModifyCustomField right for each individual custom field to the group. Use RTx::RightsMatrix to make it easier. HTH -- Joshua Colson From Dan.Franks at Ticketmaster.com Tue May 30 18:28:47 2006 From: Dan.Franks at Ticketmaster.com (Dan Franks) Date: Tue, 30 May 2006 15:28:47 -0700 Subject: [rt-users] Best OS to Install RT on... Message-ID: <956B527F1349464F8086D817B9A3C352030C4192@SUNCA-EXB-AV1.ticketmaster.corp> Hello all, I am new to RT and am trying to make a decision on the best OS to install RT on. We had trouble getting it to run on Windows and decided to setup a Linux box. Now I just have to decide which variant is the most straightforward to setup. This is going to be a small setup, maybe three queues and 50 users for an internal help desk. We unfortunately have to interface with an Exchange server using IMAP. Thank in advance, Dan From btmanmeh at verizon.net Tue May 30 21:21:29 2006 From: btmanmeh at verizon.net (Max H.) Date: Tue, 30 May 2006 21:21:29 -0400 Subject: [rt-users] Best OS to Install RT on... In-Reply-To: <956B527F1349464F8086D817B9A3C352030C4192@SUNCA-EXB-AV1.ticketmaster.corp> References: <956B527F1349464F8086D817B9A3C352030C4192@SUNCA-EXB-AV1.ticketmaster.corp> Message-ID: <447CEF99.3000203@verizon.net> Dan Franks wrote: > > I am new to RT and am trying to make a decision on the best OS to > install RT on. We had trouble getting it to run on Windows and decided > to setup a Linux box. Now I just have to decide which variant is the > most straightforward to setup. > > This is going to be a small setup, maybe three queues and 50 users for > an internal help desk. We unfortunately have to interface with an > Exchange server using IMAP. Well, there is plenty of help online with good how-to guides for installations. I personally run it on CentOS 4 (basically the same as RHEL 4), so it's mainly a matter of preference. In my opinion, it's easy to install and maintain on RHEL. But that's my favorite OS and what I'm used to. Check out the install guides above and choose the best that suits your needs, or the Linux OS that you are most familiar with. Keep in mind that the Fedora flavors aren't meant to be supported for long periods of time, so you might be better off with an enterprise level Linux install. Max From joe.harbison at csiweb.com Tue May 30 22:22:12 2006 From: joe.harbison at csiweb.com (Joe.harbison) Date: Tue, 30 May 2006 21:22:12 -0500 Subject: [rt-users] Best OS to Install RT on... Message-ID: <884910790@CSIMX4.csiweb.net> I will be out of the office from Monday May 29 thru Tues June 6th. I will respond to your email when I return to the office. Thanks, Joe From jesse at bestpractical.com Tue May 30 23:23:31 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 30 May 2006 23:23:31 -0400 Subject: [rt-users] Best OS to Install RT on... In-Reply-To: <884910790@CSIMX4.csiweb.net> References: <884910790@CSIMX4.csiweb.net> Message-ID: <20060531032331.GM8022@bestpractical.com> Once you return, you'll likely notice that you're no longer subscribed to rt-users. In the future, please configure your vacation mailer not to reply to mailing lists. Jesse Vincent On Tue, May 30, 2006 at 09:22:12PM -0500, Joe.harbison wrote: > I will be out of the office from Monday May 29 thru Tues June 6th. I will respond to your email when I return to the office. > > Thanks, > > Joe > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- From ted at serreyn.com Wed May 31 00:12:24 2006 From: ted at serreyn.com (Ted Serreyn) Date: Tue, 30 May 2006 23:12:24 -0500 Subject: [rt-users] binary attachment corruption? In-Reply-To: <447CA534.2010709@ucrwcu.rwc.uc.edu> Message-ID: <000901c68468$e4afceb0$0202fea9@ad.serreyn.com> I wish the fix was that simple, but changing the default charset on mysql, then restarting it, does not fix the problem. I agree that this is looking more and more like some kind of issue between mysql and rt and agreeing on what charset things are in. -- Ted Serreyn Phone: 262-432-0260 Fax: 262-432-0232 Serreyn Network Services, LLC http://www.serreyn.com/ -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Drew Barnes Sent: Tuesday, May 30, 2006 3:04 PM To: Covington, Chris Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] binary attachment corruption? Jesse may have inadvertently touched on this in his response. It looks like your default character set is utf8, but Jesse suggested doing dumps with --with-default-charset=binary. Hmmm....2+2= ___ maybe? Anyone tried setting [mysqld] character-set-server = binary and reporting back? But I'm still using an old mysql, so I'm not real sure-like. Covington, Chris wrote: > On Mon, May 29, 2006 at 09:30:48AM -0500, Ted Serreyn wrote: > >> In my case it is an existing rt installation, that has started to experience >> this problem I believe since the mysql upgrade. New attachments sent in are >> always corrupted (ok only the binary ones). >> > > I am having the same problem w/4.1.19. Bueller? > > --- > Chris Covington > IT > Plus One Health Management > 75 Maiden Lane Suite 801 > NY, NY 10038 > 646-312-6269 > http://www.plusoneactive.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- 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 msnyder at servervault.com Wed May 31 02:37:33 2006 From: msnyder at servervault.com (Mathew Snyder) Date: Wed, 31 May 2006 02:37:33 -0400 Subject: [rt-users] Internal Server Error? Message-ID: <447D39AD.3000200@servervault.com> Every now and then when I attempt to access our pre-production RT server I get an Internal Server Error. Looking at the logs it says: DBI connect('dbname=rt3','rt_user',...) failed: Access denied for user 'rt_user'@'localhost' (using password: YES) at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 108 However, I've looked and rt_user exists. Nothing has changed so (including the password) so I don't know what would be causing this. Has anyone else run into the problem of rt_user suddenly not being able to access the database? I'm using v3.6.0rc2, Fedora Core 5, MySQL v5.0.18 -- Mathew Snyder Systems Administrator Network+ ServerVault TechOps From gideon.chonia at id.unizh.ch Wed May 31 04:40:29 2006 From: gideon.chonia at id.unizh.ch (Gideon Hayford Chonia) Date: Wed, 31 May 2006 10:40:29 +0200 Subject: [rt-users] RT refuses to distribute Mails Message-ID: <200605311040.29770.gideon.chonia@id.unizh.ch> RT fails to distribute mails sometimes.. This happends almost once a month.. Am using postfix on SuSE, has any experienced such a situation? Gideon -- ---- Gideon Hayford Chonia Tel. +41 1 635-4543 University Zurich, Fax +41 1 635-4505 Winterthurerstrasse 190 gideon.chonia at id.unizh.ch CH-8057 Zurich gideon at ghana.net Bushmail: ....!Earth!Africa!Ghana!Pokoase!Yaovi ---------- Ich darf ge-Du-zt werden ---------- From brendanarnold at gmail.com Wed May 31 05:31:18 2006 From: brendanarnold at gmail.com (Brendan Arnold) Date: Wed, 31 May 2006 10:31:18 +0100 Subject: [rt-users] Need to reset user password in web UI (initial login trouble) Message-ID: <5ed41c130605310231y11250d29rbeb0bfde69456ceb@mail.gmail.com> Hi there, When creating a new user as administrator in the web UI I get the user to add his/her password and save afterwards and logout. When they try to login they get 'Your username or password is incorrect'. After logging back in as administrator and getting the user to re-enter their password a second time and logging out again. The user can now login. Interestingly I tried this as a test case with the username 'test' and password 'test'. The user was created without any problems although login did not work. When I tried to re-enter the password as administrator I was given an error which claimed four character was too short for a password. Is there a blank space being added to my password? This occurs in IE and Firefox under Windows. My server details are, Solaris 9 RT 3.4.5 Perl 5.8.5 Regards, Brendan From Steven.Platt at HPA.org.uk Wed May 31 06:19:49 2006 From: Steven.Platt at HPA.org.uk (Steven Platt) Date: Wed, 31 May 2006 11:19:49 +0100 Subject: [rt-users] Need to reset user password in web UI (initial log in trouble) Message-ID: Hi Brendan, This sounds a lot like something that came up about a year ago. http://www.gossamer-threads.com/lists/rt/users/45480 You'll find Ruslans patch at the bottom of the thread. It cleared things right up on our system. Steve Steve Platt Bioinformatics Health Protection Agency UK -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Brendan Arnold Sent: Wednesday,31 May 2006 10:31 To: rt-users at lists.bestpractical.com Subject: [rt-users] Need to reset user password in web UI (initial login trouble) Hi there, When creating a new user as administrator in the web UI I get the user to add his/her password and save afterwards and logout. When they try to login they get 'Your username or password is incorrect'. After logging back in as administrator and getting the user to re-enter their password a second time and logging out again. The user can now login. Interestingly I tried this as a test case with the username 'test' and password 'test'. The user was created without any problems although login did not work. When I tried to re-enter the password as administrator I was given an error which claimed four character was too short for a password. Is there a blank space being added to my password? This occurs in IE and Firefox under Windows. My server details are, Solaris 9 RT 3.4.5 Perl 5.8.5 Regards, Brendan _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly 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 gcecchi at peviani.it Wed May 31 06:34:39 2006 From: gcecchi at peviani.it (Gianluca Cecchi) Date: Wed, 31 May 2006 12:34:39 +0200 Subject: [rt-users] Adding requestor column in main page tickets' list Message-ID: Hello, How can I add the column "requestor" (or also other ones if I wish) inside visualization main page of 10 highest priority tickets I own... And 10 newest highest unowned tickets... frames? Right now with default installation provided by FC5 extras repository package, I get the following columns: Highest: #, Subject, Priority, Queue, Status Newest: #, Subject, Queue, Status, Created Thanks in advance. Gianluca -------------- next part -------------- An HTML attachment was scrubbed... URL: From Steven.Platt at HPA.org.uk Wed May 31 07:10:07 2006 From: Steven.Platt at HPA.org.uk (Steven Platt) Date: Wed, 31 May 2006 12:10:07 +0100 Subject: [rt-users] Need to reset user password in web UI (initial log in trouble) Message-ID: Brendan, We're running RT 3.4.2 (new servers = upgraded RT in the near future) on Redhat 7.x so all I can say is that this patched fixed the problem when it occurred on our system. It's best to reply to the list with questions like this so that even if you get an answer, everyone else can bask in the shared wisdom. In this case it'll hopefully catch the attention of the RT gurus (which I'm definitely not), especially Ruslan who originally provided the patch. Sorry I can't be of more help. Steve -----Original Message----- From: Brendan Arnold [mailto:brendanarnold at gmail.com] Sent: Wednesday,31 May 2006 11:58 To: Steven Platt Subject: Re: [rt-users] Need to reset user password in web UI (initial log in trouble) Hi there, Thanks for the reply. I tried the patch but I think that it is out of date now, it doesn't find the files and when I do specify the file (now in the share dir for example) the lines are not found. Is there another option? Regards, Brendan On 5/31/06, Steven Platt wrote: > Hi Brendan, > > This sounds a lot like something that came up about a year ago. > > http://www.gossamer-threads.com/lists/rt/users/45480 > > You'll find Ruslans patch at the bottom of the thread. It cleared things > right up on our system. > > Steve > > Steve Platt > Bioinformatics > Health Protection Agency > UK > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Brendan > Arnold > Sent: Wednesday,31 May 2006 10:31 > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Need to reset user password in web UI (initial login > trouble) > > Hi there, > > When creating a new user as administrator in the web UI I get the user > to add his/her password and save afterwards and logout. When they try > to login they get 'Your username or password is incorrect'. After > logging back in as administrator and getting the user to re-enter > their password a second time and logging out again. The user can now > login. > > Interestingly I tried this as a test case with the username 'test' and > password 'test'. The user was created without any problems although > login did not work. When I tried to re-enter the password as > administrator I was given an error which claimed four character was > too short for a password. > > Is there a blank space being added to my password? > > This occurs in IE and Firefox under Windows. My server details are, > > Solaris 9 > RT 3.4.5 > Perl 5.8.5 > > Regards, > > Brendan > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 plummer at geneseo.edu Wed May 31 07:54:01 2006 From: plummer at geneseo.edu (Shawn Plummer) Date: Wed, 31 May 2006 07:54:01 -0400 Subject: [rt-users] rt3.6rc2 multiple login issue In-Reply-To: <35622.150.203.228.29.1149028486.squirrel@www.tucan.net> References: <8863A642-F023-4185-96D0-287A5E8896D0@geneseo.edu> <35622.150.203.228.29.1149028486.squirrel@www.tucan.net> Message-ID: <23ACCED5-6D2C-40DB-B8D5-393957DE7C26@geneseo.edu> On May 30, 2006, at 6:34 PM, Darrell Burkey wrote: > >> I posted this on the developer list but got no response, I thought I >> would post it on the larger users list and see if anyone had any >> suggestions. I am quite confounded by this issue so any help anyone >> could provide would be very appreciated. > > I suppose this is far too obvious but nontheless, is there any > possibility > this is just the standard issue with Apache that catches people out? > According to the Apache FAQ you can get rid of the behaviour by: > > 1. Always use the trailing slash when requesting directories; I think the only way to influence this behavior is by setting these 2 variables. Set( $WebBaseURL = 'http://rt.geneseo.edu/'); Set($WebPath , ""); If I change WebPath to be "/" things break horribly with links not working and images and stylesheets not loading. > 2. Change the ServerName to match the name you are using in the > URL; > and/or I did set the ServerName to rt.geneseo.edu for the ip based virtualhost used by this server > 3. Set UseCanonicalName off. > Yup its set. > Apologies if this is too basic. Just trying to help out. > Not a problem I really appreciate the response. ~~~~~~~~~~~~~ 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 barnesaw at ucrwcu.rwc.uc.edu Wed May 31 08:12:30 2006 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 31 May 2006 08:12:30 -0400 Subject: [rt-users] binary attachment corruption? In-Reply-To: <000901c68468$e4afceb0$0202fea9@ad.serreyn.com> References: <000901c68468$e4afceb0$0202fea9@ad.serreyn.com> Message-ID: <447D882E.1010206@ucrwcu.rwc.uc.edu> I suspect existing binary attachments are broken beyond repair. Have you tried running mysql with binary as the default character set and sending in a ticket with a new attachment? Ted Serreyn wrote: > I wish the fix was that simple, but changing the default charset on mysql, > then restarting it, does not fix the problem. I agree that this is looking > more and more like some kind of issue between mysql and rt and agreeing on > what charset things are in. > > > > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From barnesaw at ucrwcu.rwc.uc.edu Wed May 31 08:19:37 2006 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 31 May 2006 08:19:37 -0400 Subject: [rt-users] Need to reset user password in web UI (initial login trouble) In-Reply-To: <5ed41c130605310231y11250d29rbeb0bfde69456ceb@mail.gmail.com> References: <5ed41c130605310231y11250d29rbeb0bfde69456ceb@mail.gmail.com> Message-ID: <447D89D9.1030908@ucrwcu.rwc.uc.edu> # $user_passwd_min defines the minimum length for user passwords. Setting # it to 0 disables this check Set($MinimumPasswordLength , "5"); Brendan Arnold wrote: > Hi there, > > When creating a new user as administrator in the web UI I get the user > to add his/her password and save afterwards and logout. When they try > to login they get 'Your username or password is incorrect'. After > logging back in as administrator and getting the user to re-enter > their password a second time and logging out again. The user can now > login. > > Interestingly I tried this as a test case with the username 'test' and > password 'test'. The user was created without any problems although > login did not work. When I tried to re-enter the password as > administrator I was given an error which claimed four character was > too short for a password. > > Is there a blank space being added to my password? > > This occurs in IE and Firefox under Windows. My server details are, > > Solaris 9 > RT 3.4.5 > Perl 5.8.5 > > Regards, > > Brendan > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 brendanarnold at gmail.com Wed May 31 10:24:43 2006 From: brendanarnold at gmail.com (Brendan Arnold) Date: Wed, 31 May 2006 15:24:43 +0100 Subject: [rt-users] Need to reset user password in web UI (initial login trouble) In-Reply-To: <447D89D9.1030908@ucrwcu.rwc.uc.edu> References: <5ed41c130605310231y11250d29rbeb0bfde69456ceb@mail.gmail.com> <447D89D9.1030908@ucrwcu.rwc.uc.edu> Message-ID: <5ed41c130605310724g350fd680r5ea03ad7ffabe919@mail.gmail.com> Hi Drew, Thanks for the info although the minimum password length this isn't really the problem, I just included it since it illustrated that RT was adding some extra characters the first time a new user was created. Sorry about not posting to list earlier, its the default when I hit reply Regards, Brendan On 5/31/06, Drew Barnes wrote: > # $user_passwd_min defines the minimum length for user passwords. Setting > # it to 0 disables this check > Set($MinimumPasswordLength , "5"); > > > Brendan Arnold wrote: > > Hi there, > > > > When creating a new user as administrator in the web UI I get the user > > to add his/her password and save afterwards and logout. When they try > > to login they get 'Your username or password is incorrect'. After > > logging back in as administrator and getting the user to re-enter > > their password a second time and logging out again. The user can now > > login. > > > > Interestingly I tried this as a test case with the username 'test' and > > password 'test'. The user was created without any problems although > > login did not work. When I tried to re-enter the password as > > administrator I was given an error which claimed four character was > > too short for a password. > > > > Is there a blank space being added to my password? > > > > This occurs in IE and Firefox under Windows. My server details are, > > > > Solaris 9 > > RT 3.4.5 > > Perl 5.8.5 > > > > Regards, > > > > Brendan > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 keith at midnighthax.com Wed May 31 10:50:06 2006 From: keith at midnighthax.com (Keith Edmunds) Date: Wed, 31 May 2006 15:50:06 +0100 Subject: [rt-users] Add and close by email Message-ID: <447DAD1E.6070405@midnighthax.com> How would I set up an email address that would log and close a call automatically? I suspect what I need is a distinct queue that automatically closes a call when it is logged, or is there a better way? Thanks From jesse at bestpractical.com Wed May 31 11:18:08 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 31 May 2006 11:18:08 -0400 Subject: [rt-users] Add and close by email In-Reply-To: <447DAD1E.6070405@midnighthax.com> References: <447DAD1E.6070405@midnighthax.com> Message-ID: <20060531151808.GS8022@bestpractical.com> On Wed, May 31, 2006 at 03:50:06PM +0100, Keith Edmunds wrote: > How would I set up an email address that would log and close a call > automatically? I suspect what I need is a distinct queue that > automatically closes a call when it is logged, or is there a better way? Our next-generation command-by-mail gateway: http://search.cpan.org/~jesse/RT-Extension-CommandByMail-0.02/ > Thanks > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- From lois.bennett at channing.harvard.edu Wed May 31 11:23:34 2006 From: lois.bennett at channing.harvard.edu (Lois Bennett) Date: Wed, 31 May 2006 11:23:34 -0400 Subject: [rt-users] upgrade to 3.4.5 problem Message-ID: <447DB4F6.40506@channing.harvard.edu> Hi I have been struggling with this and I need help. Platform: Solaris 9 running on SunFire V210 2 processors 2GB Ram I am using the openpkg distribution of RT 3.4.5. perl is version 5.8.8 mysql is 4.1.14 I am moving to a better machine and upgrading from Solaris 8 and RT 3.2.1 Everything looks good until I actually try to open a ticket. I can login and I can see the tickets ( I copied the mysql database over and used the upgrade process and I also have tried with a new init of the database) It's very frustrating because it was working and then when I went to actually transfer to the new machine I started having trouble. I have reinstalled it and I still have this problem. I have also since it was first running installed Bugzilla and rrdtool. It seems like maybe I have some conflicting code set somewhere but I am not sure how to go about looking for it. Any suggestions would be most welcome. I have searched the mailinglist archives and found nothing similar. The error messages are below. Peace, Lois When I try to look at a ticket (using lynx) I get something like this: X The Basics Id: 1 Status: new Left: 0 min Priority: 0/0 Queue: General HTTP/1.1 200 OK Date: Wed, 31 May 2006 15:10:49 GMT Server: Apache Pragma: no-cache Cache-control: no-cache Connection: close Content-Type: text/html System error error: Invalid <%args> section line at /ilocal/libexec/rt/WebRT/html/Ticket/Elements/ShowUserEntry line 55 context: ... 51: % } 52: 53: <%ARGS> 54: $User => undef 55: code stack: /ilocal/libexec/rt/HTML/Mason/Lexer.pm:331 /ilocal/libexec/rt/HTML/Mason/Lexer.pm:267 /ilocal/libexec/rt/HTML/Mason/Lexer.pm:173 /ilocal/libexec/rt/HTML/Mason/Lexer.pm:121 /ilocal/libexec/rt/HTML/Mason/Lexer.pm:99 /ilocal/libexec/rt/HTML/Mason/Compiler.pm:214 /ilocal/libexec/rt/HTML/Mason/Compiler/ToObject.pm:75 /ilocal/libexec/rt/HTML/Mason/Compiler/ToObject.pm:114 /ilocal/libexec/rt/HTML/Mason/Interp.pm:440 /ilocal/libexec/rt/HTML/Mason/Request.pm:1088 /ilocal/libexec/rt/HTML/Mason/Request.pm:1021 /ilocal/libexec/rt/HTML/Mason/Request.pm:1197 /ilocal/libexec/rt/WebRT/html/Ticket/Elements/ShowPeople:49 /ilocal/libexec/rt/WebRT/html/Ticket/Elements/ShowSummary:70 /ilocal/libexec/rt/WebRT/html/Ticket/Display.html:57 /ilocal/libexec/rt/WebRT/html/autohandler:215 raw error Invalid <%args> section line at /ilocal/libexec/rt/WebRT/html/Ticket/Elements/ShowUserEntry line 55 Trace begun at /ilocal/libexec/rt/HTML/Mason/Lexer.pm line 567 HTML::Mason::Lexer::throw_syntax_error('HTML::Mason::Lexer=HASH(0x19ea1e4)', 'Invalid <%args> section line') called at /ilocal/libexec/rt/HTML/Mason/Lexer.pm line 331 HTML::Mason::Lexer::match_block_end('HTML::Mason::Lexer=HASH(0x19ea1e4)', 'HASH(0x1e97c90)') called at /ilocal/libexec/rt/HTML/Mason/Lexer.pm line 267 HTML::Mason::Lexer::variable_list_block('HTML::Mason::Lexer=HASH(0x19ea1e4)', 'HASH(0x1e97c90)') called at /ilocal/libexec/rt/HTML/Mason/Lexer.pm line 173 HTML::Mason::Lexer::match_block('HTML::Mason::Lexer=HASH(0x19ea1e4)') called at /ilocal/libexec/rt/HTML/Mason/Lexer.pm line 121 HTML::Mason::Lexer::start('HTML::Mason::Lexer=HASH(0x19ea1e4)') called at /ilocal/libexec/rt/HTML/Mason/Lexer.pm line 99 eval {...} at /ilocal/libexec/rt/HTML/Mason/Lexer.pm line 97 HTML::Mason::Lexer::lex(undef, 'comp_source', 'SCALAR(0x1e6465c)', 'name', '/ilocal/libexec/rt/WebRT/html/Ticket/Elements/ShowUserEntry', 'compiler', 'HTML::Mason::Compiler::ToObject=HASH(0x19ea1d8)') called at /ilocal/libexe c/rt/HTML/Mason/Compiler.pm line 214 HTML::Mason::Compiler::compile(undef, 'fh', 'GLOB(0x21103d8)', 'name', '/ilocal/libexec/rt/WebRT/html/Ticket/Elements/ShowUserEntry', 'comp_source', 'SCALAR(0x1e6465c)') called at /ilocal/libexec/rt/HTML/Mason/Compiler/ToObje ct.pm line 75 HTML::Mason::Compiler::ToObject::compile('HTML::Mason::Compiler::ToObject=HASH(0x19ea1d8)', 'comp_source', 'SCALAR(0x1e6465c)', 'name', '/ilocal/libexec/rt/WebRT/html/Ticket/Elements/ShowUserEntry', 'comp_class', 'HTML::Mason ::Component::FileBased', 'fh', 'GLOB(0x21103d8)') called at /ilocal/libexec/rt/HTML/Mason/Compiler/ToObject.pm line 114 HTML::Mason::Compiler::ToObject::compile_to_file(undef, 'file', '/ilocal/var/rt/mason-data/obj/3865757628/standard/Ticket/Elements/ShowUserEntry.obj', 'source', 'HTML::Mason::ComponentSource=HASH(0x1f49d8c)') called at /iloca l/libexec/rt/HTML/Mason/Interp.pm line 440 HTML::Mason::Interp::load('HTML::Mason::Interp=HASH(0x1934f30)', '/Ticket/Elements/ShowUserEntry') called at /ilocal/libexec/rt/HTML/Mason/Request.pm line 1088 HTML::Mason::Request::_fetch_comp('HTML::Mason::Request::ApacheHandler=HASH(0x20ff650)', 'ShowUserEntry', 'HTML::Mason::Component::FileBased=HASH(0x1f49d98)', 'SCALAR(0x20f069c)') called at /ilocal/libexec/rt/HTML/Mason/Reque st.pm line 1021 HTML::Mason::Request::fetch_comp('HTML::Mason::Request::ApacheHandler=HASH(0x20ff650)', 'ShowUserEntry', undef, 'SCALAR(0x20f069c)') called at /ilocal/libexec/rt/HTML/Mason/Request.pm line 1197 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x20ff650)', 'ShowUserEntry', 'User', 'RT::User=HASH(0x20f09c0)') called at /ilocal/libexec/rt/WebRT/html/Ticket/Elements/ShowPeople line 49 HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0x1e28e00)') called at /ilocal/libexec/rt/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x1f49d98)', 'Ticket', 'RT::Ticket=HASH(0x1e28e00)') called at /ilocal/libexec/rt/HTML/Mason/Request.pm line 1251 eval {...} at /ilocal/libexec/rt/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef, 'Ticket', 'RT::Ticket=HASH(0x1e28e00)') called at /ilocal/libexec/rt/WebRT/html/Ticket/Elements/ShowSummary line 70 HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0x1e28e00)', 'Attachments', 'RT::Attachments=HASH(0x20ffe18)') called at /ilocal/libexec/rt/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x1f46fb4)', 'Ticket', 'RT::Ticket=HASH(0x1e28e00)', 'Attachments', 'RT::Attachments=HASH(0x20ffe18)') called at /ilocal/libexec/rt/HTML/Mason/Request.pm lin e 1251 eval {...} at /ilocal/libexec/rt/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef, 'Ticket', 'RT::Ticket=HASH(0x1e28e00)', 'Attachments', 'RT::Attachments=HASH(0x20ffe18)') called at /ilocal/libexec/rt/WebRT/html/Ticket/Display.html line 57 HTML::Mason::Commands::__ANON__('id', 1, 'id', 1) called at /ilocal/libexec/rt/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x1e7ce74)', 'id', 1, 'id', 1) called at /ilocal/libexec/rt/HTML/Mason/Request.pm line 1251 eval {...} at /ilocal/libexec/rt/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef, 'id', 1, 'id', 1) called at /ilocal/libexec/rt/HTML/Mason/Request.pm line 914 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x20ff650)', 'id', 1) called at /ilocal/libexec/rt/WebRT/html/autohandler line 215 HTML::Mason::Commands::__ANON__('id', 1) called at /ilocal/libexec/rt/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xc208b8)', 'id', 1) called at /ilocal/libexec/rt/HTML/Mason/Request.pm line 1246 eval {...} at /ilocal/libexec/rt/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef, undef, 'id', 1) called at /ilocal/libexec/rt/HTML/Mason/Request.pm line 459 eval {...} at /ilocal/libexec/rt/HTML/Mason/Request.pm line 459 eval {...} at /ilocal/libexec/rt/HTML/Mason/Request.pm line 411 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x20ff650)') called at /ilocal/libexec/rt/HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x20ff650)') called at /ilocal/libexec/rt/HTML/Mason/ApacheHandler.pm line 826 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x1934dd4)', 'Apache=SCALAR(0x1da6afc)') called at /ilocal/cgi/rt/webmux.pl line 123 eval {...} at /ilocal/cgi/rt/webmux.pl line 123 RT::Mason::handler('Apache=SCALAR(0x1da6afc)') called at /dev/null line 0 eval {...} at /dev/null line 0 From andy at eva.dp.ua Wed May 31 11:45:25 2006 From: andy at eva.dp.ua (Andrew Kornilov) Date: Wed, 31 May 2006 18:45:25 +0300 Subject: [rt-users] Best OS to Install RT on... In-Reply-To: <956B527F1349464F8086D817B9A3C352030C4192@SUNCA-EXB-AV1.ticketmaster.corp> References: <956B527F1349464F8086D817B9A3C352030C4192@SUNCA-EXB-AV1.ticketmaster.corp> Message-ID: <200605311845.25346.andy@eva.dp.ua> Hello. > I am new to RT and am trying to make a decision on the best OS to > install RT on. We had trouble getting it to run on Windows and decided > to setup a Linux box. Now I just have to decide which variant is the > most straightforward to setup. I can recommend you ALT Linux with repository Sisyphus. (http://www.altlinux.com/) Pretty good distribution, mostly for russian-speaking users, but good enough for others too. just type: --- #apt-get install request-tracker request-tracker-extension-rtfm request-tracker-extension-at request-tracker-extension-stats --- and you'll get fully working instance of latest RT with extensions :) From tron at bluelane.com Wed May 31 12:31:51 2006 From: tron at bluelane.com (John Johnston) Date: Wed, 31 May 2006 12:31:51 -0400 Subject: [rt-users] Self Service Message-ID: <85CE4E3FD2EC2C4E8AAE39916AC1A3830C5116A8@ms07.mse2.exchange.ms> Hi All, I am a newbie so bear with me. I have installed rt-3.4.5. I have also installed RTFM and Asset Tracker. I would like to have the self service screen allow access to RTFM and Asset Tracker. I modified the SelfService/Elements/Tabs file so that the two options appear on the page however when I click nothing happens. I know it is accessing the appropriate file because if I remove the relevant index.html it complains. Has anyone done this? Is there a way to give the self service users access to RTFM and Asset Tracker? Thanks, John -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Wed May 31 12:31:32 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 31 May 2006 20:31:32 +0400 Subject: [rt-users] DependsOn and DependedOnBy Query problem In-Reply-To: <447C8710.4030002@ll.mit.edu> References: <447C8710.4030002@ll.mit.edu> Message-ID: <589c94400605310931x2b4eb826t89a18b43c5d0fedc@mail.gmail.com> I think this was fixed somwhere between 3.4.0-3.4.5. On 5/30/06, Scott Briere wrote: > When we add the DependsOn and DependedOnBy columns to the output of the > ticket search we get all the tickets with dependencies but instead of > the correct links to those tickets all the links are to the ticket itself: > > # DependsOn DependedOnBy > 466 466 466 > > This output shows that 466 is DependedOn twice by itself, when in fact > it is DependedOnBy 467 and 470. So the query seems to be returning the > opposite of what it should. > > Found a similar problem from last year: > > http://www.gossamer-threads.com/lists/rt/users/43916#43916 > > but the fix seemed to have been to upgrade to 3.4.2rc1, but we're > running 3.4.2 and still have the problem. I didn't see anything in the > release notes for 3.4.3, .4 or .5 on this. > > Suggestions? > > Scott > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 thiago.cristino at gmail.com Wed May 31 13:24:45 2006 From: thiago.cristino at gmail.com (Thiago Cristino dos Santos) Date: Wed, 31 May 2006 14:24:45 -0300 Subject: [rt-users] RT 3.4.4 + SVN Message-ID: Hi, Is there some RT 3.4.4 module providing integration with subversion? TIA. Thiago -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Wed May 31 13:45:48 2006 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 31 May 2006 13:45:48 -0400 Subject: [rt-users] RT 3.4.4 + SVN In-Reply-To: References: Message-ID: <1149097548.25365.0.camel@localhost> On Wed, 2006-05-31 at 14:24 -0300, Thiago Cristino dos Santos wrote: > Hi, > Is there some RT 3.4.4 module providing integration with subversion? How about http://search.cpan.org/dist/RT-Integration-SVN/ ? - Alex From mikep at uclink.berkeley.edu Wed May 31 14:16:45 2006 From: mikep at uclink.berkeley.edu (Mike Patterson) Date: Wed, 31 May 2006 11:16:45 -0700 Subject: [rt-users] " Merge failed. Couldn't set Status" - after upgrade to 3.4.5 Message-ID: <447DDD8D.1050204@uclink.berkeley.edu> We noticed a bug with RT 3.4.5 after our upgrade, which could be an indicator of an "inconsistent database". When we attempted to merge one ticket into another we go this message "Merge failed. Couldn't set Status" It turns out that both of the tickets were already set to "resolved". After we switched the status to "open" we were able to merge the tickets (then we switched the merged ticket back to resolved). We verified that our accounts have "ModifyTicket" rights and also checked tried this as root. Looking at our rt.log file we saw this message: [Wed May 31 17:45:01 2006] [error]: RT::Ticket=HASH(0xa70c0ec) couldn't set status to resolved. RT's Database may be inconsistent. (/usr/local/rt3/lib/RT/Ticket_Overlay.pm:2730) When I tested on our old box (RT 3.2.2), merging resolved tickets wasn't a problem. Any one else experiencing this or have suggestions on what I can do about it? I migrated from: FreeBSD 4.11, RT 3.2.2, MySQL 4.1.7, Apache 1.3.33, Perl 5.8.4, mod_perl-1.29, DBI-1.42_1 --TO--> RHEL 4.3, RT 3.4.5, MySQL 4.1.2-3, Apache 2.0.52, Perl 5.8.5, mod_fastcgi-2.4.2, DBI-1.40-8 Thanks, Mike -- Mike Patterson Systems Manager UC Berkeley Extension From oliveros at cpqd.com.br Wed May 31 14:47:38 2006 From: oliveros at cpqd.com.br (Dario Luis Coneglian Oliveros) Date: Wed, 31 May 2006 15:47:38 -0300 Subject: [rt-users] RT 3.4.4 + SVN In-Reply-To: <1149097548.25365.0.camel@localhost> References: <1149097548.25365.0.camel@localhost> Message-ID: <447DE4CA.1050204@cpqd.com.br> You can also use Scmbug (http://freshmeat.net/projects/scmbug) to integrate RT with SVN. I've implemented this integration already as one of the back-ends supported by Scmbug. Hope it helps. Regards, D?rio Alex Vandiver wrote: >On Wed, 2006-05-31 at 14:24 -0300, Thiago Cristino dos Santos wrote: > > >>Hi, >>Is there some RT 3.4.4 module providing integration with subversion? >> >> > >How about http://search.cpan.org/dist/RT-Integration-SVN/ ? > - Alex >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com > > >We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Wed May 31 18:18:27 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 1 Jun 2006 02:18:27 +0400 Subject: [rt-users] Adding requestor column in main page tickets' list In-Reply-To: References: Message-ID: <589c94400605311518y685c3154pae5ae639d9284c2b@mail.gmail.com> In RT-3.6 you can do it from web ui. In 3.4 you can use SavedSearchesOnMainPage extension from wiki or edit format string in RT/share/html/Elements/My* files. On 5/31/06, Gianluca Cecchi wrote: > > > > > Hello, > How can I add the column "requestor" (or also other ones if I wish) inside > visualization main page of > 10 highest priority tickets I own... > And > 10 newest highest unowned tickets... > frames? > Right now with default installation provided by FC5 extras repository > package, I get the following columns: > Highest: #, Subject, Priority, Queue, Status > Newest: #, Subject, Queue, Status, Created > > > Thanks in advance. > Gianluca > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 May 31 18:33:35 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 1 Jun 2006 02:33:35 +0400 Subject: [rt-users] Internal Server Error? In-Reply-To: <447D39AD.3000200@servervault.com> References: <447D39AD.3000200@servervault.com> Message-ID: <589c94400605311533i79280153ja6c8e2cd4444bf1d@mail.gmail.com> mysqlaccess -u root --brief \* rt_user rt3 On 5/31/06, Mathew Snyder wrote: > Every now and then when I attempt to access our pre-production RT server > I get an Internal Server Error. Looking at the logs it says: > > DBI connect('dbname=rt3','rt_user',...) failed: Access denied for user > 'rt_user'@'localhost' (using password: YES) at > /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 108 > > However, I've looked and rt_user exists. Nothing has changed so > (including the password) so I don't know what would be causing this. > Has anyone else run into the problem of rt_user suddenly not being able > to access the database? > > I'm using v3.6.0rc2, Fedora Core 5, MySQL v5.0.18 > > -- > Mathew Snyder > Systems Administrator > Network+ > ServerVault TechOps > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Wed May 31 18:41:19 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 1 Jun 2006 02:41:19 +0400 Subject: [rt-users] Reply Button In-Reply-To: <20060530180317.32AA4A3AE4@mail.brit.com> References: <20060530180317.32AA4A3AE4@mail.brit.com> Message-ID: <589c94400605311541n16795f4dk20d2a319f72faa10@mail.gmail.com> Two additional solutions: 1) Add commenter to the Cc list on Comment with scrip, so Bill wouldn't need to add himself mannually 2) Allow Bill to comment only when he is watcher and add action 'Watch' on the ticket display page, so he click watch then click comment On 5/30/06, Kristopher Lusk wrote: > > Hi List, > > Hope everyone is doing well. Let's say that Bill has added a Comment > (question) to a ticket that he does not own, nor is he a watcher on ? he is > just someone who is concerned about that ticket's progress. Tom, the > ticket's owner, clicks the Reply button on Bill's Comment to answer his > question. The ticket is updated with Tom's answer, but Bill never receives > that answer via email. > > Is there a manual scrip that would email that reply to Bill? > > Is the only solution for Bill to add himself as a watcher when he adds a > Comment, so that he will be notified when there is a reply? > > Please Advise. > > Thank you, > > Kris > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly 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 Paul.Crossman at tvguide.com Wed May 31 18:43:11 2006 From: Paul.Crossman at tvguide.com (Paul Crossman) Date: Wed, 31 May 2006 18:43:11 -0400 Subject: [rt-users] Ticket Custom Field order in a new ticket and ticket display? Message-ID: <4A183CFA7B97984D81F8B70E0D9B0D8211CDB3@bed1mail1.tvguide.com> Hi, I'm running RT 3.4.2 on RHEL4 w/ Apache & FastCGI. I don't see anything in the Wiki, the RT book, or in the mailing list archives on my issue, so here goes. I'm working with one of our support folks here and their queue has about 30+ custom fields. When I create new custom fields for them they are shown at the bottom when you click on "Configureation --> Queues --> Ticket Custom Fields". The only thing I've seen is that I can pick a link for "move up" and "move down". I'd like to move the field up 20 places, but it's rather tiresome to hit that link, find the field again, repeat as necessary. I tried modifying the link and replacing the -1 at the end with the number of space I wanted to move, but that swaps the custom field with the one that is n places up. I certainly don't want that. Is there a way to move the fields around without hitting a link over and over again? Paul C. From jauty at indiana.edu Wed May 31 18:48:08 2006 From: jauty at indiana.edu (Joe Auty) Date: Wed, 31 May 2006 18:48:08 -0400 Subject: [rt-users] custom fields w. Mailgate in RT 3.6.0rc2 Message-ID: <94BEA0EE-9B11-4FEE-A9E2-84DE140CC7EC@indiana.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hello, Are there instructions anywhere that explain how to parse out custom field information from tickets emailed into the queues via rt-mailgate? I would really love to start using this feature, I understand this was something in the works for 3.6? Is this working yet? Can I help test this? - ----------- Joe Auty UITS Messaging Team jauty at indiana.edu -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.3 (Darwin) iD8DBQFEfh0qIGoilq3QRWsRAtr3AJ9bgAnfeA5ns7PTrSHxzhk26dTxAQCgmBWi Uj8c98hvPG3f7H7YCXdXiiE= =3r5u -----END PGP SIGNATURE----- From jcolson at voidgate.org Wed May 31 19:31:45 2006 From: jcolson at voidgate.org (Joshua Colson) Date: Wed, 31 May 2006 16:31:45 -0700 Subject: [rt-users] custom fields w. Mailgate in RT 3.6.0rc2 In-Reply-To: <94BEA0EE-9B11-4FEE-A9E2-84DE140CC7EC@indiana.edu> References: <94BEA0EE-9B11-4FEE-A9E2-84DE140CC7EC@indiana.edu> Message-ID: <1149118305.7136.36.camel@s60r.ination.com> On Wed, 2006-05-31 at 18:48 -0400, Joe Auty wrote: > I would really love to start using this feature, I understand this > was something in the works for 3.6? Is this working yet? Can I help > test this? Jesse's RT::Extension::CommandByMail (http://search.cpan.org/~jesse/RT-Extension-CommandByMail-0.02/lib/RT/Extension/CommandByMail.pm) may do what you're looking for. I'm not sure as I have not tested it. Alternatively, there are wiki entries that explain how to do this. -- Joshua Colson From jauty at indiana.edu Wed May 31 21:27:59 2006 From: jauty at indiana.edu (Joe Auty) Date: Wed, 31 May 2006 21:27:59 -0400 Subject: [rt-users] custom fields w. Mailgate in RT 3.6.0rc2 In-Reply-To: <1149118305.7136.36.camel@s60r.ination.com> References: <94BEA0EE-9B11-4FEE-A9E2-84DE140CC7EC@indiana.edu> <1149118305.7136.36.camel@s60r.ination.com> Message-ID: -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I'll take a look at the Perl module, but I also want to make sure I'm seeing the Wiki entry you are thinking of... Is this it? http://wiki.bestpractical.com/index.cgi?UseRtTool This page says > It can both query and update the RT database. bin/rt has its > limitations; it cannot deal with custom fields yet (as of January, > 2006). > - As far as I know, bin/rt can't handle custom fields, which limits > its usefulness. > - With the command line tool for RT-3.4, you can handle custom fields: This seems a little contradictory... I also have an email from Jesse Vincent that says the following: >> Is it possible to insert/create/modify custom fields via the >> command line >> interface. >> >> > > Yes, as of RT 3.6preX. Anyone care to clarify what the status is here, and what I need to look into? I'm running the 3.6 rc, working off of the information Jesse provided to the list. On May 31, 2006, at 7:31 PM, Joshua Colson wrote: > On Wed, 2006-05-31 at 18:48 -0400, Joe Auty wrote: > >> I would really love to start using this feature, I understand this >> was something in the works for 3.6? Is this working yet? Can I help >> test this? > > Jesse's RT::Extension::CommandByMail > (http://search.cpan.org/~jesse/RT-Extension-CommandByMail-0.02/lib/ > RT/Extension/CommandByMail.pm) may do what you're looking for. I'm > not sure as I have not tested it. > > Alternatively, there are wiki entries that explain how to do this. > > -- > Joshua Colson > -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.3 (Darwin) iD8DBQFEfkKgIGoilq3QRWsRAlfHAKCXbWrcLrsWajlT/jTNsUgBkFs0dACeOLjS mWrwPer4nYm643QpzI4yoA0= =6RPc -----END PGP SIGNATURE----- From msnyder at servervault.com Wed May 31 23:06:28 2006 From: msnyder at servervault.com (Mathew Snyder) Date: Wed, 31 May 2006 23:06:28 -0400 Subject: [rt-users] Internal Server Error? In-Reply-To: <589c94400605311533i79280153ja6c8e2cd4444bf1d@mail.gmail.com> References: <447D39AD.3000200@servervault.com> <589c94400605311533i79280153ja6c8e2cd4444bf1d@mail.gmail.com> Message-ID: <447E59B4.7090201@servervault.com> Why, though, would it be an intermittent problem? It works most of the time then one day just stops allowing the user to access the database. Mathew Snyder Systems Administrator Network+ ServerVault TechOps Ruslan Zakirov wrote: > mysqlaccess -u root --brief \* rt_user rt3 > > On 5/31/06, Mathew Snyder wrote: >> Every now and then when I attempt to access our pre-production RT server >> I get an Internal Server Error. Looking at the logs it says: >> >> DBI connect('dbname=rt3','rt_user',...) failed: Access denied for user >> 'rt_user'@'localhost' (using password: YES) at >> /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 108 >> >> However, I've looked and rt_user exists. Nothing has changed so >> (including the password) so I don't know what would be causing this. >> Has anyone else run into the problem of rt_user suddenly not being able >> to access the database? >> >> I'm using v3.6.0rc2, Fedora Core 5, MySQL v5.0.18 >> >> -- >> 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 jcolson at voidgate.org Wed May 31 23:32:14 2006 From: jcolson at voidgate.org (Joshua Colson) Date: Wed, 31 May 2006 20:32:14 -0700 Subject: [rt-users] custom fields w. Mailgate in RT 3.6.0rc2 In-Reply-To: References: <94BEA0EE-9B11-4FEE-A9E2-84DE140CC7EC@indiana.edu> <1149118305.7136.36.camel@s60r.ination.com> Message-ID: <1149132734.22537.6.camel@red-dwarf.voidgate.org> On Wed, 2006-05-31 at 21:27 -0400, Joe Auty wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > I'll take a look at the Perl module, but I also want to make sure I'm > seeing the Wiki entry you are thinking of... > > Is this it? > > http://wiki.bestpractical.com/index.cgi?UseRtTool > No. Although that may be another way to accomplish what you want. I was thinking more like this one: http://wiki.bestpractical.com/index.cgi?SetTicketPropertiesViaMail > Anyone care to clarify what the status is here, and what I need to > look into? I'm running the 3.6 rc, working off of the information > Jesse provided to the list. > I'm currently using RT 3.6 command line tool to set/update custom fields. Something like this works: rt create -t ticket set queue='QueueName' set status='open' set \ requestor=$USER set owner=$USER add \ CF-CustomFieldName='CustomFieldValue' My recommendation (without any real basis) is that you should lean toward using Jesse's extension as it is the most likely to be *The Right Way* in the future. HTH -- Joshua Colson VoidGate InterNetworks