From mikef at ack.berkeley.edu Sun Oct 1 00:44:13 2006 From: mikef at ack.berkeley.edu (Mike Friedman) Date: Sat, 30 Sep 2006 21:44:13 -0700 (PDT) Subject: [rt-users] blocking correspondence labeled "Precedence: bulk" In-Reply-To: <20060928181343.GN10042@bestpractical.com> References: <451BDCD4.4040902@rnktel.com> <20060928181343.GN10042@bestpractical.com> Message-ID: <20060928122951.T41982@malcolm.berkeley.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On Thu, 28 Sep 2006 at 14:13 (-0400), Jesse Vincent wrote: > On Thu, Sep 28, 2006 at 08:10:53PM +0200, Leif Nixon wrote: >> "Precedence: bulk" indicates that the e-mail is either from a mailing >> list or somehow autogenerated (like an autoreply). It is almost always >> a good idea to filter those out from any automated e-mail handling, so >> yes, do go ahead. > > There's a very important nuance here. Replying to them is bad. Dropping > them on the floor is even worse. Just because mail has been proxied by > an automated system doesn't mean it's junk. We ran into this problem a few weeks ago. One of our RT systems is addressed via a publicly advertised campus email address that had been implemented as a majordomo list(*). Mail generated by such lists uses 'Precedence: bulk' headers, so AutoReplies weren't being sent back to the Requestors. It took me a while to figure out what was going on, especially since AutoReply had been working before when a different RT mailing address was used, during testing. We ended up changing from a majordomo list to a simple mail forwarder(*). I briefly contemplated changing RT to remove 'Precedence: bulk' from the list of headers that RT considers as belonging to mail that shouldn't be replied to. But, for reasons implied by Jesse's comments (though with a different slant), I didn't want to take such a rash action that would fly in the face of standard mail header usage. Mike (*) It was first set up as a majordomo list because the self-service web page provided by the campus central mail server administrators no longer allows setting up of simple mail forwarders (because of spam issues). Once this problem with RT was discovered, special arrangements were made with the server administrators to get a simple list created for this purpose. _________________________________________________________________________ Mike Friedman IST/System and Network Security mikef at ack.Berkeley.EDU 2484 Shattuck Avenue 1-510-642-1410 University of California at Berkeley http://socrates.berkeley.edu/~mikef http://security.berkeley.edu _________________________________________________________________________ -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQA/AwUBRR9HoK0bf1iNr4mCEQK7egCgzQNFWf/VySLYRegh1fuk0ZcJF2QAn1YI DaTN8xgQKXqE88GhqEYrW20r =+3L0 -----END PGP SIGNATURE----- From jmhanks1373 at hotmail.com Sun Oct 1 16:03:41 2006 From: jmhanks1373 at hotmail.com (Jared Hanks) Date: Sun, 01 Oct 2006 13:03:41 -0700 Subject: [rt-users] RT 3.6.1 - manipulating "n" highest priority owned tickets/newest tickets querie In-Reply-To: <451F1ECA.6050305@gmail.com> Message-ID: I recently updgraded to RT 3.6.1 from 3.4.3. I am having a bit of trouble getting the 3.6.1 to look the way 3.4.3 does for the homepage. I have created custom statuses, but on the "Home page" the queries for "'highest priority tickets I own" and "newest unowned tickets" don't have these custom statuses. How can I change this so the queries will show the custom statuses and not just new/open/stalled? Also, I have a query to return the top 'n' tickets in my department and would like to add it to the home page. I have put this query in Elements/MyRT but the query doesn't show up, only the title of the query. I am able to click on the title of the query and have it return the results i want, but I would like the query to show up on the Home page like the "Highest priority tickets" and "newest unowned" queries. Any help is greatly appreciated. Thanks, Jared _________________________________________________________________ Find a local pizza place, music store, museum and more?then map the best route! http://local.live.com From farrellb at studentsonly.com Sun Oct 1 19:47:19 2006 From: farrellb at studentsonly.com (Farrell,Bob) Date: Sun, 1 Oct 2006 19:47:19 -0400 Subject: [rt-users] 3.6.1 Ticket Priority never changes Message-ID: All, Any place I may have missed in configuration to allow the priority of tickets to actually function? Everything works great, except it appears the ticket priority is not moving at all. Thanks in advance. Bob Farrell -------------- next part -------------- An HTML attachment was scrubbed... URL: From caralomi at hotmail.com Sun Oct 1 21:13:09 2006 From: caralomi at hotmail.com (Carlos Ramon Lopez Midence) Date: Sun, 01 Oct 2006 20:13:09 -0500 Subject: [rt-users] Installing RT-3.6.1 Message-ID: I have been trying to install Request Tracker for the past three days with no luck, I have a Fedora Core 5 Box, so I decided to go with the version 3.4.5 that is included within the software from FC5, everything seems to work fine during the installation process, except that when I configured RT_SiteConfig.pm it seems like it is not taking my domain name on the $WebBaseURL since when I open my browser I cannot get to this page it say Firefox cannot display this page, but when I point my browser to HTTP://localhost/rt3 it does display the login page... Also I have checked the Wiki and the google looking for step by step instructions to install Request Tracker and I have not found any...Do any of you have written notes on how to install Request Tracker step by step.....by the way I bought the book it is great but it does not go in detail about the installation too much as I would expected, sorry I am brand new to Linux..... Carlos From bestpractical at jon.limedaley.com Sun Oct 1 21:43:25 2006 From: bestpractical at jon.limedaley.com (Jon Daley) Date: Sun, 1 Oct 2006 21:43:25 -0400 (EDT) Subject: [rt-users] Installing RT-3.6.1 In-Reply-To: References: Message-ID: On Sun, 1 Oct 2006, Carlos Ramon Lopez Midence wrote: > I have been trying to install Request Tracker for the past three days with no > luck, I have a Fedora Core 5 Box, so I decided to go with the version 3.4.5 > that is included within the software from FC5, everything seems to work fine > during the installation process, except that when I configured > RT_SiteConfig.pm it seems like it is not taking my domain name on the > $WebBaseURL since when I open my browser I cannot get to this page it say > Firefox cannot display this page, but when I point my browser to > HTTP://localhost/rt3 it does display the login page... You need to configure your apache virtual host entry to accept mail at whatever domain name you have configured. The SiteConfig modifications change what URLs are generated by RT, not what URLs are accepted by RT. For help on this configuration, you should read up on apache stuff, your RT part is probably working fine. From gt at eu.pearldoc.net Mon Oct 2 02:17:45 2006 From: gt at eu.pearldoc.net (Geert Theys) Date: Mon, 2 Oct 2006 08:17:45 +0200 Subject: [rt-users] Db errors Message-ID: <60EB1D24261B924CABBFF951C45B23080228274A@PEXCVS03.BGCCOMTOOLS.LOCAL> I know the command repair: Repair table sessions; But when I log into mysql I get following: Reading table information for completion of table and column names You can turn off this feature to get a quicker startup with -A Didn't find any fields in table 'FM_ArticleCFValues' Didn't find any fields in table 'FM_Articles' Didn't find any fields in table 'FM_ClassCustomFields' Didn't find any fields in table 'FM_Classes' Didn't find any fields in table 'FM_CustomFieldValues' Didn't find any fields in table 'FM_CustomFields' Didn't find any fields in table 'FM_Transactions' I try to: mysql> repair table FM_ArticleCFValues; +-------------------------+--------+----------+------------------------------------------------------+ | Table | Op | Msg_type | Msg_text | +-------------------------+--------+----------+------------------------------------------------------+ | rtdb.FM_ArticleCFValues | repair | error | Can't open file: 'FM_ArticleCFValues.ibd' (errno: 1) | +-------------------------+--------+----------+------------------------------------------------------+ 1 row in set (0.00 sec) How to optimise the tables I don't know... Regards, Geert Theys. > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Judson Main > Sent: Friday, September 29, 2006 4:39 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Db errors > > Hmm. Have you repaired and optimized the tables after the recovery? > > my mysql, in the rt3 database use this command: "show table status;" > > Jud. > > > On Fri Sep 29 8:19 , 'Geert Theys' sent: > > >Hello, > > > >I have googled and looked around what the error means but I > can?t find a answer. > > > >I had a default debian Sarge RT 3.4 installation and my > server crashed. I recovered the mysql DB with a mysqldump. I > have installed a new debian machine and loaded de data into > the new machine. Everything seems to work ok apart from the > fact it is quite slow. > > > >So I checked /var/log/syslog and every second(even few times > during one second) I see following: > > > >Sep 29 13:04:59 localhost RT: DBD::mysql::st execute failed: > MySQL server has gone away at > /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 480. > (/usr/share/request-tracker3.4/lib/RT.pm:277) > >Sep 29 13:04:59 localhost RT: RT::Handle=HASH(0x8d58898) > couldn't execute the query 'SELECT main.* FROM Attributes > main WHERE ((main.ObjectId = 609)) AND ((main.ObjectType = > 'RT::Ticket')) ' at > /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 494. > (/usr/share/request-tracker3.4/lib/RT.pm:277) > >Sep 29 13:05:01 localhost /USR/SBIN/CRON[18281]: (rt) CMD (fetchmail > >-s) Sep 29 13:05:01 localhost RT: DBD::mysql::st execute > failed: MySQL > >server has gone away at > /usr/share/perl5/DBIx/SearchBuilder/Handle.pm > >line 480. (/usr/share/request-tracker3.4/lib/RT.pm:277) > >Sep 29 13:05:01 localhost RT: RT::Handle=HASH(0x8d58898) > >((main.ObjectId = 610)) AND ((main.ObjectType = 'RT::Ticket')) ' at > >/usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 494. > >(/usr/share/request-tracker3.4/lib/RT.pm:277) > > > > > >Can someone guide me to a solution? > > > >Regards, > >Geert Theys. > > > >-- > >No virus found in this outgoing message. > >Checked by AVG Free Edition. > >Version: 7.1.407 / Virus Database: 268.12.9/458 - Release Date: > >9/27/2006 > > > >_______________________________________________ > >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > >Community help: http://wiki.bestpractical.com Commercial support: > >sales at bestpractical.com > > > > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >Buy a copy at http://rtbook.bestpractical.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial > support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -- > No virus found in this incoming message. > Checked by AVG Free Edition. > Version: 7.1.407 / Virus Database: 268.12.9/458 - Release > Date: 9/27/2006 > > -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.407 / Virus Database: 268.12.11/460 - Release Date: 10/1/2006 From torsten.brumm at googlemail.com Mon Oct 2 02:54:02 2006 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Mon, 2 Oct 2006 08:54:02 +0200 Subject: [rt-users] Db errors In-Reply-To: <60EB1D24261B924CABBFF951C45B2308022825C9@PEXCVS03.BGCCOMTOOLS.LOCAL> References: <60EB1D24261B924CABBFF951C45B2308022825C9@PEXCVS03.BGCCOMTOOLS.LOCAL> Message-ID: Hi Geert, have you installed RT and the DB at the same host or have you splitted RT from the DB? Do you use FastCGI? I know this Error: MySQL server has gone away at, if you have FastCGI, this means usally the Session from FastCGI timedout. Torsten 2006/9/29, Geert Theys : > > Hello, > > I have googled and looked around what the error means but I can't find a > answer. > > I had a default debian Sarge RT 3.4 installation and my server crashed. I > recovered the mysql DB with a mysqldump. I have installed a new debian > machine and loaded de data into the new machine. Everything seems to work ok > apart from the fact it is quite slow. > > So I checked /var/log/syslog and every second(even few times during one > second) I see following: > > Sep 29 13:04:59 localhost RT: DBD::mysql::st execute failed: MySQL server > has gone away at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line > 480. (/usr/share/request-tracker3.4/lib/RT.pm:277) > Sep 29 13:04:59 localhost RT: RT::Handle=HASH(0x8d58898) couldn't execute > the query 'SELECT main.* FROM Attributes main WHERE ((main.ObjectId = > 609)) AND ((main.ObjectType = 'RT::Ticket')) ' at > /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line > 494. (/usr/share/request-tracker3.4/lib/RT.pm:277) > Sep 29 13:05:01 localhost /USR/SBIN/CRON[18281]: (rt) CMD (fetchmail -s) > Sep 29 13:05:01 localhost RT: DBD::mysql::st execute failed: MySQL server > has gone away at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line > 480. (/usr/share/request-tracker3.4/lib/RT.pm:277) > Sep 29 13:05:01 localhost RT: RT::Handle=HASH(0x8d58898) ((main.ObjectId = > 610)) AND ((main.ObjectType = 'RT::Ticket')) ' at > /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line > 494. (/usr/share/request-tracker3.4/lib/RT.pm:277) > > > Can someone guide me to a solution? > > Regards, > Geert Theys. > > -- > No virus found in this outgoing message. > Checked by AVG Free Edition. > Version: 7.1.407 / Virus Database: 268.12.9/458 - Release Date: 9/27/2006 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at googlemail.com Mon Oct 2 02:55:05 2006 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Mon, 2 Oct 2006 08:55:05 +0200 Subject: [rt-users] 3.6.1 Ticket Priority never changes In-Reply-To: References: Message-ID: Can you go more into detail? How have you set up the Priority Change? 2006/10/2, Farrell,Bob : > > All, > > Any place I may have missed in configuration to allow the > priority of tickets to actually function? > > Everything works great, except it appears the ticket priority is not > moving at all. > > > > Thanks in advance. > > > > Bob Farrell > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From gt at eu.pearldoc.net Mon Oct 2 03:47:08 2006 From: gt at eu.pearldoc.net (Geert Theys) Date: Mon, 2 Oct 2006 09:47:08 +0200 Subject: [rt-users] Db errors Message-ID: <60EB1D24261B924CABBFF951C45B2308022827CC@PEXCVS03.BGCCOMTOOLS.LOCAL> Hello, I installed RT as apache2-modperl2.conf. RT and mysql is installed on the same host. It seems that the error is no longer in syslog... Regards, Geert Theys. > -----Original Message----- > From: Torsten Brumm [mailto:torsten.brumm at googlemail.com] > Sent: Monday, October 02, 2006 8:54 AM > To: Geert Theys > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Db errors > > Hi Geert, > > have you installed RT and the DB at the same host or have you > splitted RT from the DB? Do you use FastCGI? > > I know this Error: MySQL server has gone away at, if you have > FastCGI, this means usally the Session from FastCGI timedout. > > Torsten > > > 2006/9/29, Geert Theys : > > Hello, > > I have googled and looked around what the error means > but I can't find a answer. > > I had a default debian Sarge RT 3.4 installation and my > server crashed. I recovered the mysql DB with a mysqldump. I > have installed a new debian machine and loaded de data into > the new machine. Everything seems to work ok apart from the > fact it is quite slow. > > So I checked /var/log/syslog and every second(even few > times during one second) I see following: > > Sep 29 13:04:59 localhost RT: DBD::mysql::st execute > failed: MySQL server has gone away at > /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 480. > (/usr/share/request- tracker3.4/lib/RT.pm:277) > Sep 29 13:04:59 localhost RT: > RT::Handle=HASH(0x8d58898) couldn't execute the query 'SELECT > main.* FROM Attributes main WHERE ((main.ObjectId = 609)) > AND ((main.ObjectType = 'RT::Ticket')) ' at > /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 494. > (/usr/share/request- tracker3.4/lib/RT.pm:277) > Sep 29 13:05:01 localhost /USR/SBIN/CRON[18281]: (rt) > CMD (fetchmail -s) > Sep 29 13:05:01 localhost RT: DBD::mysql::st execute > failed: MySQL server has gone away at > /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 480. > (/usr/share/request- tracker3.4/lib/RT.pm:277) > Sep 29 13:05:01 localhost RT: > RT::Handle=HASH(0x8d58898) ((main.ObjectId = 610)) AND > ((main.ObjectType = 'RT::Ticket')) ' at > /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 494. > (/usr/share/request- tracker3.4/lib/RT.pm:277) > > > Can someone guide me to a solution? > > Regards, > Geert Theys. > > -- > No virus found in this outgoing message. > Checked by AVG Free Edition. > Version: 7.1.407 / Virus Database: 268.12.9/458 - > Release Date: 9/27/2006 > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from > O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > > > > -- > MFG > > Torsten Brumm > > http://www.torsten-brumm.de > > > -- > No virus found in this incoming message. > Checked by AVG Free Edition. > Version: 7.1.407 / Virus Database: 268.12.11/460 - Release > Date: 10/1/2006 > > > -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.407 / Virus Database: 268.12.11/460 - Release Date: 10/1/2006 From farrellb at studentsonly.com Mon Oct 2 05:22:32 2006 From: farrellb at studentsonly.com (Farrell,Bob) Date: Mon, 2 Oct 2006 05:22:32 -0400 Subject: [rt-users] 3.6.1 Ticket Priority never changes In-Reply-To: References: Message-ID: In each Queue, I have the Priority set to start at 10 ( or lower ) and end at 0. I then have the Ticket should be completed in set to 10 days. I have tried it with different params, and still no luck. This is not a HUGE deal, because my team knows that ALL tickets are important, etc., but prioritizing them is a great feature. Thank you for your response. Bob From: Torsten Brumm [mailto:torsten.brumm at googlemail.com] Sent: Monday, October 02, 2006 2:55 AM To: Farrell,Bob Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] 3.6.1 Ticket Priority never changes Can you go more into detail? How have you set up the Priority Change? 2006/10/2, Farrell,Bob : All, Any place I may have missed in configuration to allow the priority of tickets to actually function? Everything works great, except it appears the ticket priority is not moving at all. Thanks in advance. Bob Farrell _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfh at pipex.net Mon Oct 2 05:27:03 2006 From: rfh at pipex.net (Roy El-Hames) Date: Mon, 02 Oct 2006 10:27:03 +0100 Subject: [rt-users] 3.6.1 Ticket Priority never changes In-Reply-To: References: Message-ID: <4520DB67.7040709@pipex.net> Have you set up any cron jobs to decrease these priorities .. it does n't just happen ..look at rt-crontool. Regards; Roy Farrell,Bob wrote: > In each Queue, I have the Priority set to start at 10 ( or lower ) and > end at 0. I then have the Ticket should be completed in set to 10 days. > > > > I have tried it with different params, and still no luck. > > > > This is not a HUGE deal, because my team knows that ALL tickets are > important, etc., but prioritizing them is a great feature. > > > > Thank you for your response. > > > > Bob > > > > From: Torsten Brumm [mailto:torsten.brumm at googlemail.com] > Sent: Monday, October 02, 2006 2:55 AM > To: Farrell,Bob > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] 3.6.1 Ticket Priority never changes > > > > Can you go more into detail? How have you set up the Priority Change? > > 2006/10/2, Farrell,Bob : > > All, > > Any place I may have missed in configuration to allow > the priority of tickets to actually function? > > Everything works great, except it appears the ticket priority is not > moving at all. > > > > Thanks in advance. > > > > Bob Farrell > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.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 From torsten.brumm at googlemail.com Mon Oct 2 05:31:34 2006 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Mon, 2 Oct 2006 11:31:34 +0200 Subject: [rt-users] 3.6.1 Ticket Priority never changes In-Reply-To: <4520DB67.7040709@pipex.net> References: <4520DB67.7040709@pipex.net> Message-ID: @Roy: That was my next question ;-) Thanks @Bob: The End Prio at 0 is not a good idea i think, should the End Prio not greater than the initial Prio? 2006/10/2, Roy El-Hames : > > Have you set up any cron jobs to decrease these priorities .. it does > n't just happen ..look at rt-crontool. > Regards; > Roy > > Farrell,Bob wrote: > > In each Queue, I have the Priority set to start at 10 ( or lower ) and > > end at 0. I then have the Ticket should be completed in set to 10 days. > > > > > > > > I have tried it with different params, and still no luck. > > > > > > > > This is not a HUGE deal, because my team knows that ALL tickets are > > important, etc., but prioritizing them is a great feature. > > > > > > > > Thank you for your response. > > > > > > > > Bob > > > > > > > > From: Torsten Brumm [mailto:torsten.brumm at googlemail.com] > > Sent: Monday, October 02, 2006 2:55 AM > > To: Farrell,Bob > > Cc: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] 3.6.1 Ticket Priority never changes > > > > > > > > Can you go more into detail? How have you set up the Priority Change? > > > > 2006/10/2, Farrell,Bob : > > > > All, > > > > Any place I may have missed in configuration to allow > > the priority of tickets to actually function? > > > > Everything works great, except it appears the ticket priority is not > > moving at all. > > > > > > > > Thanks in advance. > > > > > > > > Bob Farrell > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.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 > > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From farrellb at studentsonly.com Mon Oct 2 05:45:33 2006 From: farrellb at studentsonly.com (Farrell,Bob) Date: Mon, 2 Oct 2006 05:45:33 -0400 Subject: [rt-users] 3.6.1 Ticket Priority never changes In-Reply-To: References: <4520DB67.7040709@pipex.net> Message-ID: I have not. I will try that. Thank you. Bob From: Torsten Brumm [mailto:torsten.brumm at googlemail.com] Sent: Monday, October 02, 2006 5:32 AM To: Roy El-Hames Cc: Farrell,Bob; rt-users at lists.bestpractical.com Subject: Re: [rt-users] 3.6.1 Ticket Priority never changes @Roy: That was my next question ;-) Thanks @Bob: The End Prio at 0 is not a good idea i think, should the End Prio not greater than the initial Prio? 2006/10/2, Roy El-Hames < rfh at pipex.net>: Have you set up any cron jobs to decrease these priorities .. it does n't just happen ..look at rt-crontool. Regards; Roy Farrell,Bob wrote: > In each Queue, I have the Priority set to start at 10 ( or lower ) and > end at 0. I then have the Ticket should be completed in set to 10 days. > > > > I have tried it with different params, and still no luck. > > > > This is not a HUGE deal, because my team knows that ALL tickets are > important, etc., but prioritizing them is a great feature. > > > > Thank you for your response. > > > > Bob > > > > From: Torsten Brumm [mailto:torsten.brumm at googlemail.com ] > Sent: Monday, October 02, 2006 2:55 AM > To: Farrell,Bob > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] 3.6.1 Ticket Priority never changes > > > > Can you go more into detail? How have you set up the Priority Change? > > 2006/10/2, Farrell,Bob : > > All, > > Any place I may have missed in configuration to allow > the priority of tickets to actually function? > > Everything works great, except it appears the ticket priority is not > moving at all. > > > > Thanks in advance. > > > > Bob Farrell > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.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 -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfh at pipex.net Mon Oct 2 06:05:21 2006 From: rfh at pipex.net (Roy El-Hames) Date: Mon, 02 Oct 2006 11:05:21 +0100 Subject: [rt-users] some stupid ticket systems decide to change the subject line Message-ID: <4520E461.6050202@pipex.net> Hi there; Some of our customers ticket systems decide on changing the subject line altogether,and as a result we get an update to one of our tickets that generate new one instead of adding new correspondence to the original ticket. Is there any way we can add new headers where RT should be looking for [myrt #number] instead of the subject line .. I must admit I not very familiar with the email rfc , and before I go on changing headers I thought I'll pass it by the experts ..Any pointers or help will be appreciated. Regards; Roy From darling at ccdc.cam.ac.uk Mon Oct 2 07:18:23 2006 From: darling at ccdc.cam.ac.uk (Toby Darling) Date: Mon, 02 Oct 2006 12:18:23 +0100 Subject: [rt-users] Notify Requestor on Requestor change In-Reply-To: <7314881427FC8A4081673E8CEEA7924902DCA6F8@EXMIAMI01.compupay.com> References: <7314881427FC8A4081673E8CEEA7924902DCA6F8@EXMIAMI01.compupay.com> Message-ID: <4520F57F.70508@ccdc.cam.ac.uk> Hi Helmuth > In our environment it is common for us to forward an e-mail to RT to > convert it into a ticket. Once it's a ticket we can change the > requestor (since by default it would be us). We do it like this to > avoid the cut and paste alternative. Depending on what email client you're using, you may be able to 'bounce' or 'redirect' email so that "the right thing (TM)" happens when RT gets the email in the first place - original sender is set as requestor and they get the autoresponse. I'm using Mail Redirect (http://mailredirect.mozdev.org/) with Thunderbird, and it's fine. Cheers Toby From david.chandek.stark at duke.edu Mon Oct 2 11:15:14 2006 From: david.chandek.stark at duke.edu (David Chandek-Stark) Date: Mon, 2 Oct 2006 11:15:14 -0400 Subject: [rt-users] Need LDAP only for user info Message-ID: In my RT installation, I would like to use LDAP for populating and updating user contact information. This is the way I would like it to work: - Do NOT use LDAP for authentication (using WebExternalAuth) - Update selected user attributes from LDAP on login - Do NOT create new users from LDAP (only autocreate from WebExternalAuth) >From scanning the options listed on the LdapSummary wiki page, Jim Meyer's LDAP seems like the best fit, although I think it does much more than I really need. Any advice or thoughts appreciated. --David From HelmuthRamirez at compupay.com Mon Oct 2 12:05:46 2006 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Mon, 2 Oct 2006 12:05:46 -0400 Subject: [rt-users] Dates on reports is 1970 Message-ID: <7314881427FC8A4081673E8CEEA7924902DCA753@EXMIAMI01.compupay.com> Thanks Ruslan, I'll look into that! -----Original Message----- From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] Sent: Saturday, September 30, 2006 8:02 PM To: Mathew Cc: Helmuth Ramirez; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Dates on reports is 1970 1970-01-01 used to indicate "Not set". This's fixed in the 3.6 repository, you can grab a patch from there. The change is in the html/Search/Chart file. On 10/1/06, Mathew wrote: > Helmuth Ramirez wrote: > > Hi everyone, > > We are getting ready to start running productivity reports off of RT > > and noticed when I ran a report off my Helpdesk queue by date, there was > > a good amount dated 1970 as the year. I hate to sound ignorant, but how > > can I fix this? > > > > Thanks all > > > > Helmuth Ramirez > > Compupay > > IT Department > > 3450 Lakeside Dr. Suite 400 > > Miramar, FL 33027 > > 954-874-4800 x7754 > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > It'll require travelling back in time to 1970. Are you sure you want to > do it? ;) > > -- > Mathew Snyder > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From fweimer at bfk.de Mon Oct 2 11:56:22 2006 From: fweimer at bfk.de (Florian Weimer) Date: Mon, 02 Oct 2006 17:56:22 +0200 Subject: [rt-users] Re: [Rt-devel] some stupid ticket systems decide to change the subject line In-Reply-To: <4520E461.6050202@pipex.net> (Roy El-Hames's message of "Mon, 02 Oct 2006 11:05:21 +0100") References: <4520E461.6050202@pipex.net> Message-ID: <8264f2d849.fsf@mid.bfk.de> * Roy El-Hames: > Some of our customers ticket systems decide on changing the subject > line altogether,and as a result we get an update to one of our tickets > that generate new one instead of adding new correspondence to the > original ticket. Is there any way we can add new headers where RT > should be looking for [myrt #number] instead of the subject line .. The correct way to deal with this problem is to use ticket-specific email addresses. This way, you are immune to subject rewriting. You can even copy the subject line from the auto-response, so that the tickets are linked together in both systems (there should be an AdoptSubject script which implements this). Interoperability of ticketing systems is a very neglected issue, I'm afraid. -- Florian Weimer BFK edv-consulting GmbH http://www.bfk.de/ Durlacher Allee 47 tel: +49-721-96201-1 D-76131 Karlsruhe fax: +49-721-96201-99 From HelmuthRamirez at compupay.com Mon Oct 2 12:12:53 2006 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Mon, 2 Oct 2006 12:12:53 -0400 Subject: [rt-users] Genearal question about RT Message-ID: <7314881427FC8A4081673E8CEEA7924902DCA755@EXMIAMI01.compupay.com> What are you using currently? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of matt Sent: Saturday, September 30, 2006 9:50 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Genearal question about RT Bill wrote: > On Sat, 30 Sep 2006 08:02:28 -0500 > matt spake: > >> I've been looking at RT to replace the current call tracking software >> that we use where I work. I've combed through past posts to this list, >> website articles, and the wiki but I am still unsure about something. >> How well does RT work in an environment where 97% of the issues are >> taken by phone? RT seems very email centric, and seems like using it for >> phone support might be a bit awkward. Any suggestions for this type of >> environment? >> > > The difference is not as much as you would think... Pretty you are > looking at how easy it is to start a new ticket. After that updates > via email to the customer are easy if you want them. > > I would say it would do fine... you could always take an old box and > set it up and let your support team play with it. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > Thank you for the responses. I think I will just set a server up and start working with it. I'm hoping to be able to get something up running and ready to drop in place. That way when I slip in that its open source there will be less to argue about. Unfortunately I still need the blessing of my boss and he is pretty in love with MS. I've got a few other things up my sleeve that will help, so I think it will be a pretty easy sell in the end. I hope anyway. Thanks again. Matt _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From HelmuthRamirez at compupay.com Mon Oct 2 12:18:21 2006 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Mon, 2 Oct 2006 12:18:21 -0400 Subject: [rt-users] Notify Requestor on Requestor change Message-ID: <7314881427FC8A4081673E8CEEA7924902DCA756@EXMIAMI01.compupay.com> Thanks Toby, that wouldn't be too bad, but then we'd have to be cognizant to do that with every message we forward as well as making this work with Outlook (yeah, we're an MS shop). Even setting the forwarding of e-mails to tickets aside, it would be a nice thing for us to be able to notify any new requestors they've been added to a ticket. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Toby Darling Sent: Monday, October 02, 2006 7:18 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Notify Requestor on Requestor change Hi Helmuth > In our environment it is common for us to forward an e-mail to RT to > convert it into a ticket. Once it's a ticket we can change the > requestor (since by default it would be us). We do it like this to > avoid the cut and paste alternative. Depending on what email client you're using, you may be able to 'bounce' or 'redirect' email so that "the right thing (TM)" happens when RT gets the email in the first place - original sender is set as requestor and they get the autoresponse. I'm using Mail Redirect (http://mailredirect.mozdev.org/) with Thunderbird, and it's fine. Cheers Toby _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From jmain at ssmg.org Mon Oct 2 12:44:24 2006 From: jmain at ssmg.org (Judson Main) Date: Mon, 02 Oct 2006 12:44:24 -0400 Subject: [rt-users] Db errors Message-ID: <52036.1159807464@ssmg.org> Hmmm. The repair table info is disturbing. I've seen this when permissions are hosed. I realize this is probably obvious, but make sure everything inside the /var/lib/mysql/data directory is owned by mysql:admin. You know: cd /var/lib/mysql/data; chown -R mysql:admin * That sort of thing.... Jud. On Mon Oct 2 3:47 , 'Geert Theys' sent: >Hello, > >I installed RT as apache2-modperl2.conf. RT and mysql is installed on the same host. > >It seems that the error is no longer in syslog... > >Regards, >Geert Theys. > >> -----Original Message----- >> From: Torsten Brumm [torsten.brumm at googlemail.com','','','')">torsten.brumm at googlemail.com] >> Sent: Monday, October 02, 2006 8:54 AM >> To: Geert Theys >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Db errors >> >> Hi Geert, >> >> have you installed RT and the DB at the same host or have you >> splitted RT from the DB? Do you use FastCGI? >> >> I know this Error: MySQL server has gone away at, if you have >> FastCGI, this means usally the Session from FastCGI timedout. >> >> Torsten >> >> >> 2006/9/29, Geert Theys gt at eu.pearldoc.net>: >> >> Hello, >> >> I have googled and looked around what the error means >> but I can't find a answer. >> >> I had a default debian Sarge RT 3.4 installation and my >> server crashed. I recovered the mysql DB with a mysqldump. I >> have installed a new debian machine and loaded de data into >> the new machine. Everything seems to work ok apart from the >> fact it is quite slow. >> >> So I checked /var/log/syslog and every second(even few >> times during one second) I see following: >> >> Sep 29 13:04:59 localhost RT: DBD::mysql::st execute >> failed: MySQL server has gone away at >> /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 480. >> (/usr/share/request- tracker3.4/lib/RT.pm:277) >> Sep 29 13:04:59 localhost RT: >> RT::Handle=HASH(0x8d58898) couldn't execute the query 'SELECT >> main.* FROM Attributes main WHERE ((main.ObjectId = 609)) >> AND ((main.ObjectType = 'RT::Ticket')) ' at >> /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 494. >> (/usr/share/request- tracker3.4/lib/RT.pm:277) >> Sep 29 13:05:01 localhost /USR/SBIN/CRON[18281]: (rt) >> CMD (fetchmail -s) >> Sep 29 13:05:01 localhost RT: DBD::mysql::st execute >> failed: MySQL server has gone away at >> /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 480. >> (/usr/share/request- tracker3.4/lib/RT.pm:277) >> Sep 29 13:05:01 localhost RT: >> RT::Handle=HASH(0x8d58898) ((main.ObjectId = 610)) AND >> ((main.ObjectType = 'RT::Ticket')) ' at >> /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 494. >> (/usr/share/request- tracker3.4/lib/RT.pm:277) >> >> >> Can someone guide me to a solution? >> >> Regards, >> Geert Theys. >> >> -- >> No virus found in this outgoing message. >> Checked by AVG Free Edition. >> Version: 7.1.407 / Virus Database: 268.12.9/458 - >> Release Date: 9/27/2006 >> >> _______________________________________________ >> >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from >> O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> >> >> >> -- >> MFG >> >> Torsten Brumm >> >> http://www.torsten-brumm.de >> >> >> -- >> No virus found in this incoming message. >> Checked by AVG Free Edition. >> Version: 7.1.407 / Virus Database: 268.12.11/460 - Release >> Date: 10/1/2006 >> >> >> > >-- >No virus found in this outgoing message. >Checked by AVG Free Edition. >Version: 7.1.407 / Virus Database: 268.12.11/460 - Release Date: 10/1/2006 > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com From tomw at bnl.gov Mon Oct 2 13:19:16 2006 From: tomw at bnl.gov (Tomasz Wlodek) Date: Mon, 2 Oct 2006 13:19:16 -0400 (EDT) Subject: [rt-users] AT - Asset Cloning In-Reply-To: References: Message-ID: Hi experts, I have AT (Asset Tracker) installed on my RT. On the page http://atwiki.chaka.net/index.cgi?AssetCloning I have found instructions on how to add Asset Cloning possibility to AT (Asset Tracker). I followied those instructions, installed the cloner, restarted Apache - and nothing happens. The instructions says that I should see the "Clone asset" under Asset History menu. I looked at all possible asset related links - and nothing. There is no "Clone asset" link anywhere. Did anybody install the Asset Cloner succesfully? -- Tomasz Wlodek | tel 631-344-7448 Brookhaven Laboratory, Building 510M | fax 631-344-7616 Upton NY 11973-5000 | From tomw at bnl.gov Mon Oct 2 14:12:33 2006 From: tomw at bnl.gov (Tomasz Wlodek) Date: Mon, 2 Oct 2006 14:12:33 -0400 (EDT) Subject: [rt-users] AT - Asset Cloning In-Reply-To: References: Message-ID: On Mon, 2 Oct 2006, Tomasz Wlodek wrote: > Hi experts, > > I have AT (Asset Tracker) installed on my RT. > > On the page > > http://atwiki.chaka.net/index.cgi?AssetCloning > > I have found instructions on how to add Asset Cloning possibility to AT > (Asset Tracker). > > I followied those instructions, installed the cloner, restarted Apache - and > nothing happens. The instructions says that I should see the "Clone asset" > under Asset History menu. I looked at all possible asset related links - and > nothing. There is no "Clone asset" link anywhere. Ok, Here is my followup to that problem: The instructions posted on http://atwiki.chaka.net/index.cgi?AssetCloning say that in the file /AssetTracker/Elements/Tabs/Default I should add: if (ref $Asset and $Asset->CurrentUserHasRight('CreateAsset')) { $tabs->{this}->{subtabs}->{'_H'} = { title =>loc("Clone"), path => "AssetTracker/Asset/Clone.html?id=" . $Asset->Id }; } I now know that it is the "ref $Asset" condition in the if statement which fails. I can select an asset and still the if (ref $Asset ...) condition fails (ie AT thinks that I did not select an asset). The cloning routine works. (I checked it by hacking the code). Any idea why the ref $Asset remains undefined and fails the if statement even if I select an asset? -- Tomasz Wlodek | tel 631-344-7448 Brookhaven Laboratory, Building 510M | fax 631-344-7616 Upton NY 11973-5000 | From timothy-flynn at uiowa.edu Mon Oct 2 14:43:32 2006 From: timothy-flynn at uiowa.edu (Flynn, Timothy J) Date: Mon, 2 Oct 2006 13:43:32 -0500 Subject: [rt-users] Automatic logout when using WebFallbackToInternalAuth Message-ID: I have been using external auth for some time now on RT 3.4.5. I wanted to disable the login screen RT provides by setting WebFallbackToInternalAuth to 0, but when I do this I get logged in to RT, and then the first link I click on takes me back to the external login. It is as if my session is getting lost with the change. If I change WebFallbackToInternalAuth back to 1, everything works (aside from seeing the login screen briefly before the redirect). This wouldn't be a problem, but some users get this screen long enough to attempt a login and fail. RT is installed at the web root /. Snip of RT_SiteConfig.pm Set($WebExternalAuth , 1); Set($WebFallbackToInternalAuth , 0); # if I set to 1, I have to login after each click.?? Set($WebExternalGecos , undef); Set($WebExternalAuto , 1); TIA -Tim From jmhanks1373 at hotmail.com Mon Oct 2 17:12:37 2006 From: jmhanks1373 at hotmail.com (Jared Hanks) Date: Mon, 02 Oct 2006 14:12:37 -0700 Subject: [rt-users] RT 3.6.1 - manipulating "n" highest priority ownedtickets/newest tickets querie In-Reply-To: Message-ID: Nevermind. I'm just a moron. I didn't see the "Edit" link by the title of the search subject. I was able to easily change the search to what I needed it to be. Thanks. >From: "Jared Hanks" >To: rt-users at lists.bestpractical.com >Subject: [rt-users] RT 3.6.1 - manipulating "n" highest priority >ownedtickets/newest tickets querie >Date: Sun, 01 Oct 2006 13:03:41 -0700 > >I recently updgraded to RT 3.6.1 from 3.4.3. I am having a bit of trouble >getting the 3.6.1 to look the way 3.4.3 does for the homepage. I have >created custom statuses, but on the "Home page" the queries for "'highest >priority tickets I own" and "newest unowned tickets" don't have these >custom statuses. How can I change this so the queries will show the custom >statuses and not just new/open/stalled? > >Also, I have a query to return the top 'n' tickets in my department and >would like to add it to the home page. I have put this query in >Elements/MyRT but the query doesn't show up, only the title of the query. >I am able to click on the title of the query and have it return the results >i want, but I would like the query to show up on the Home page like the >"Highest priority tickets" and "newest unowned" queries. > >Any help is greatly appreciated. > >Thanks, >Jared > >_________________________________________________________________ >Find a local pizza place, music store, museum and more?then map the best >route! http://local.live.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 _________________________________________________________________ The next generation of Search?say hello! http://imagine-windowslive.com/minisites/searchlaunch/?locale=en-us&FORM=WLMTAG From david.chandek.stark at duke.edu Mon Oct 2 16:59:16 2006 From: david.chandek.stark at duke.edu (David Chandek-Stark) Date: Mon, 2 Oct 2006 16:59:16 -0400 Subject: [rt-users] $rtname and $Organization Message-ID: The comments in RT_Config.pm indicate that $rtname and $Organization should be set to your domain. We initially set them to the name of our organization instead of our domain. The comment for $rtname implies that bad things could happen if it is changed after first set. What am I risking breaking if I change it to our domain? Thanks, David RT 3.6.1 From ESchultz at corp.untd.com Mon Oct 2 18:17:17 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Mon, 2 Oct 2006 15:17:17 -0700 Subject: [rt-users] Running RT over SSL on Apache Message-ID: <5613F89D78D2F545A40423EBA5535C30129C43CF@LAXEVS01.lax.corp.int.untd.com> I'm sure plenty of users here have their RT instance running on SSL. My question is, do you notice that the client experience is slower if the entire site is running through encryption? Has anyone only done encryption for the login page, then left the rest of the access unencrypted? If I can get away without much of a performance hit, the first choice is obviously simpler to implement from a systems perspective. But if there is a noticeable degradation (10% slower or worse), I'd like to see some configuration where if you have to log in first, you get sent to the login page, which is the only thing encrypted. Sort of like how you log in to Yahoo mail on the web. Eric Schultz United Online, Inc. From HelmuthRamirez at compupay.com Mon Oct 2 18:29:42 2006 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Mon, 2 Oct 2006 18:29:42 -0400 Subject: [rt-users] $rtname and $Organization Message-ID: <7314881427FC8A4081673E8CEEA7924902DCA775@EXMIAMI01.compupay.com> I'm curious about this as well. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of David Chandek-Stark Sent: Monday, October 02, 2006 4:59 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] $rtname and $Organization The comments in RT_Config.pm indicate that $rtname and $Organization should be set to your domain. We initially set them to the name of our organization instead of our domain. The comment for $rtname implies that bad things could happen if it is changed after first set. What am I risking breaking if I change it to our domain? Thanks, David RT 3.6.1 _______________________________________________ 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 From ryan.hardester at ci.tracy.ca.us Mon Oct 2 18:30:38 2006 From: ryan.hardester at ci.tracy.ca.us (Ryan Hardester) Date: Mon, 2 Oct 2006 15:30:38 -0700 Subject: [rt-users] $rtname and $Organization Message-ID: I believe $rtname is what ends up in the []'s with the ticket number. If you change it mid stream RT won't match replies to existing tickets after the change. I believe there was another setting in the config file to account for that if need be. --Ryan -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Helmuth Ramirez Sent: Monday, October 02, 2006 3:30 PM To: David Chandek-Stark; rt-users at lists.bestpractical.com Subject: RE: [rt-users] $rtname and $Organization I'm curious about this as well. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of David Chandek-Stark Sent: Monday, October 02, 2006 4:59 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] $rtname and $Organization The comments in RT_Config.pm indicate that $rtname and $Organization should be set to your domain. We initially set them to the name of our organization instead of our domain. The comment for $rtname implies that bad things could happen if it is changed after first set. What am I risking breaking if I change it to our domain? Thanks, David RT 3.6.1 _______________________________________________ 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 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From andre at ccuec.unicamp.br Tue Oct 3 07:49:27 2006 From: andre at ccuec.unicamp.br (=?ISO-8859-1?Q?Andr=E9_Luiz_Fr=E9?=) Date: Tue, 03 Oct 2006 08:49:27 -0300 Subject: [rt-users] DBIx::SearchBuilder upgrade question In-Reply-To: <6.2.3.4.2.20060929131226.03c2d220@po14.mit.edu> References: <451D28CA.4050500@ccuec.unicamp.br> <6.2.3.4.2.20060929103639.03c1dc98@po14.mit.edu> <451D3638.2070607@ccuec.unicamp.br> <6.2.3.4.2.20060929131226.03c2d220@po14.mit.edu> Message-ID: <45224E47.20301@ccuec.unicamp.br> Hi, Yes, this error has been reported several times. When looking for some help, I found that upgrading SearchBuilder might solve the problem (as said by Jesse on http://www.gossamer-threads.com/lists/rt/users/50846#50846 ) But I'm afraid that will break some RT parts, and in this case I would to know if there's compatibility between my current SearchBuilder version (1.38) and the latest one (1.45). I'm using RT 3.4.5. Thanks, Andr? Stephen Turner wrote: > At Friday 9/29/2006 11:05 AM, Andr? Luiz Fr? wrote: >> Hi, >> >> I get a error like this one (sorry, there are long lines): >> >> -----------cut-------------- >> >> error: RT::Attribute::Name Unimplemented in RT::Attributes. >> (/opt/rt3/lib/RT/Attributes_Overlay.pm line 81) >> context: > > This is a frequently reported error, although I'm not sure of the > official solution. There may be something in the mailing list archives. > > Steve From malkemad at sapienzaconsulting.com Tue Oct 3 08:56:59 2006 From: malkemad at sapienzaconsulting.com (Menno Alkemade) Date: Tue, 3 Oct 2006 14:56:59 +0200 Subject: [rt-users] Search "tickets created last month" problem Message-ID: <20061003125518.M29602@sapienzaconsulting.com> Hello, I'm an rt-newbie and i'm trying to created a saved search for my management. The saved search i sorted out, but i'm having trouble with the 2 searches itself. 1) It should find all tickets created last month, if i use "Created > '-1 month'" or "Created > 'last month'" it gives me the created tickets of the last 30 days. And i would like to have the ones between "1st day of last month" and "last day of last month". 2) should give all tickets created from "1st of this month" and "today" I looked at http://search.cpan.org/~muir/Time-modules-2003.0211/lib/Time/ParseDate.pm to try and crate the query, but it didn't do it for me, can someone please help me a bit ? Thanks Menno Alkemade -- Sapienza Consulting LTD From sturner at MIT.EDU Tue Oct 3 09:04:04 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 03 Oct 2006 09:04:04 -0400 Subject: [rt-users] Running RT over SSL on Apache In-Reply-To: <5613F89D78D2F545A40423EBA5535C30129C43CF@LAXEVS01.lax.corp.int.untd.com> References: <5613F89D78D2F545A40423EBA5535C30129C43CF@LAXEVS01.lax.corp.int.untd.com> Message-ID: <20061003090404.o3xw9pgttyescoww@webmail.mit.edu> Quoting "Schultz, Eric" : > I'm sure plenty of users here have their RT instance running on SSL. My > question is, do you notice that the client experience is slower if the > entire site is running through encryption? Has anyone only done > encryption for the login page, then left the rest of the access > unencrypted? If I can get away without much of a performance hit, the > first choice is obviously simpler to implement from a systems > perspective. But if there is a noticeable degradation (10% slower or > worse), I'd like to see some configuration where if you have to log in > first, you get sent to the login page, which is the only thing > encrypted. Sort of like how you log in to Yahoo mail on the web. > > Eric Schultz > United Online, Inc. Eric, We run entirely on SSL and have noticed no performance hit. Steve From tomw at bnl.gov Tue Oct 3 09:16:40 2006 From: tomw at bnl.gov (Tomasz Wlodek) Date: Tue, 3 Oct 2006 09:16:40 -0400 (EDT) Subject: [rt-users] Running RT over SSL on Apache In-Reply-To: <20061003090404.o3xw9pgttyescoww@webmail.mit.edu> References: <5613F89D78D2F545A40423EBA5535C30129C43CF@LAXEVS01.lax.corp.int.untd.com> <20061003090404.o3xw9pgttyescoww@webmail.mit.edu> Message-ID: On Tue, 3 Oct 2006, Stephen Turner wrote: > Quoting "Schultz, Eric" : > >> I'm sure plenty of users here have their RT instance running on SSL. My >> question is, do you notice that the client experience is slower if the >> entire site is running through encryption? Has anyone only done >> encryption for the login page, then left the rest of the access >> unencrypted? If I can get away without much of a performance hit, the >> first choice is obviously simpler to implement from a systems >> perspective. But if there is a noticeable degradation (10% slower or >> worse), I'd like to see some configuration where if you have to log in >> first, you get sent to the login page, which is the only thing >> encrypted. Sort of like how you log in to Yahoo mail on the web. We run on ssl and we see no problems. On the other hand we have on the order of hundreds of tickets/month which is low number, so it is hard to say what the effect really is. Tom From Jacob at buschs.com Tue Oct 3 09:14:58 2006 From: Jacob at buschs.com (Jacob Helwig) Date: Tue, 3 Oct 2006 09:14:58 -0400 Subject: [rt-users] $rtname and $Organization In-Reply-To: References: Message-ID: $EmailSubjectTagRegex > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Ryan Hardester > Sent: Monday, October 02, 2006 18:31 > To: Helmuth Ramirez; David Chandek-Stark; rt- > users at lists.bestpractical.com > Subject: RE: [rt-users] $rtname and $Organization > > I believe $rtname is what ends up in the []'s with the ticket number. > If > you change it mid stream RT won't match replies to existing tickets > after the change. I believe there was another setting in the config > file > to account for that if need be. > > --Ryan From Wolfgang.Fuertbauer at ebewe.com Tue Oct 3 10:07:32 2006 From: Wolfgang.Fuertbauer at ebewe.com (Wolfgang.Fuertbauer at ebewe.com) Date: Tue, 3 Oct 2006 16:07:32 +0200 Subject: [rt-users] Ticket URL show in "10 highest priority tickets I own" wrong after "take" Message-ID: Hi, I have a strange error: I'm creating a new ticket via Mailinterface: /opt/rt3/bin/rt-mailgate --queue "General" --action correspond --url http://saxophon.intern.ebewe.at/rt before "taking" the request, the subject URL of the ticket in show in "10 highest priority tickets I own" is: http://saxophon.intern.ebewe.at/rt/Ticket/Display.html?id=9 after "taking" by a user: http://saxophon.intern.ebewe.at/Ticket/Display.html?id=6 eg: /rt/ is missing ! What am i doing wrong ? this is version 3.6.1 Wolfgang my RT_Siteconfig.pm saxophon01:/opt/rt3/etc # cat RT_SiteConfig.pm # Any configuration directives you include here will override # RT's default configuration file, RT_Config.pm # # To include a directive here, just copy the equivalent statement # from RT_Config.pm and change the value. We've included a single # sample value below. # # This file is actually a perl module, so you can include valid # perl code, as well. # # The converse is also true, if this file isn't valid perl, you're # going to run into trouble. To check your SiteConfig file, use # this comamnd: # # perl -c /path/to/your/etc/RT_SiteConfig.pm Set($rtname, 'IT-HELPDESK'); Set($Organization , "ebewe.com"); Set($RTAddressRegexp , '^rt.*\@ebewe.com$'); Set($Timezone, 'Europe/Vienna'); Set($WebPath , "/rt"); Set($OldestTransactionsFirst, 0); 1; ---------------------------------------------------------------------- Wolfgang Fuertbauer (e-Mail: Wolfgang.Fuertbauer at ebewe.com) EBEWE Pharma Mondseestrasse 11 4866 Unterach, Austria Tel +43 7665 8123 315 Mobile: +43 664 8397987 Fax +43 7665 8123 1487 http://www.ebewe.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From caralomi at hotmail.com Tue Oct 3 10:48:49 2006 From: caralomi at hotmail.com (Carlos Ramon Lopez Midence) Date: Tue, 03 Oct 2006 09:48:49 -0500 Subject: [rt-users] (no subject) Message-ID: Running RT3.4.5 on FC 5 box, working great.... I have question on custom fields and conditions: I have two custom fields : "Labor Description" and "Labor cost" I need these fields to appear only when a ticket is resolved, so when the user selects to resolve the ticket he will be able to type more detailed information in these two fields, so far I have created the fields on the ticket transactions page I started a scrip as follows: Condition: OnResolve Action:User Define Template:Global Template: Resolved Stage: TransactionCreate Then I'm drawing a blank what should I do to present these custom fields (only when resolved) and how to change the size of the custom field to match the size of the issue Textbox on the main create Ticket page... From whb at westpeak.com Tue Oct 3 12:11:28 2006 From: whb at westpeak.com (Bill Brown) Date: Tue, 3 Oct 2006 10:11:28 -0600 Subject: [rt-users] RHEL4 Apache, FastCGI or Mod_Perl both return Unable Load DBIx::SearchBuilder Handle for 'Oracle' Message-ID: <193C23F7D956984CA269F0CF56FE46482BF886@breckenridge.colorado.westpeak.com> Have been working getting RT 3.6.1 running in RHEL4 Apache using FASTCGI. Getting the following in /var/log/httpd/error_log [Unable to load DBIx::SearchBuilder database handle for 'Oracle'. Perhaps you've picked an invalid database type or spelled it incorrectly. Can't load '/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/auto/DBD/Oracle/ Oracle.so' for module DBD::Oracle: libclntsh.so.10.1: cannot open shared object file: No such file or directory at /usr/lib/perl5/5.8.5/i386-linux-thread-multi/DynaLoader.pm line 230. at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle/Oracle.pm line 6 Compilation failed in require at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle/Oracle.pm line 6. BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle/Oracle.pm line 6.\nCompilation failed in require at (eval 195) line 1. BEGIN failed--compilation aborted at (eval 195) line 1.\nCompilation failed in require at /usr/local/rt/lib/RT.pm line 172. Have gone over and over http://wiki.bestpractical.com , http://gossamer-threads.com/lists/rt/ , http://www.google.com , http://lists.bestpractical.com/cgi-bin/htsearch, cpan forums even bought the book! I can successfully: Make testdeps comes with no issues. Make initialize-database for oracle. The database schema was added to the Oracle database without a hitch. Start the /usr/local/rt/bin/standalone_httpd and go to http://localmachine the rt main screen comes up and can login with root and password. I have tried the following: Adding environment LD_LIBRARY_PATH, ORACLE_HOME, ORACLE_BASE variables to /usr/sbin/apachectl and /etc/init.d/httpd Adding environment variables into LD_LIBRARY_PATH, ORACLE_HOME, ORACLE_BASE /etc/httpd/conf/httpd.conf Re-installed DBIx::SearchBuilder, DBI, DBD::Oracle RT 3.6.1 running in RHEL4 Apache using mod_perl 2.0. Tried setting up mod_perl 2.0 Installed perl-5.8.8-2.el4s1.i386.rpm and mod_perl-2.1.0.2-4.el4s1.2.i386.rpm to see if that will work. Getting the following in /var/log/httpd/error_log with mod_perl 2.0 [Tue Oct 03 09:42:18 2006] [error] [client 10.x.x.x] Unable to load DBIx::SearchBuilder database handle for 'Oracle'.\nPerhaps you've picked an invalid database type or spelled it incorrectly.\nCan't load '/usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi/auto/DBD/Oracle/ Oracle.so' for module DBD::Oracle: libclntsh.so.10.1: cannot open shared object file: No such file or directory at /usr/lib/perl5/5.8.8/i386-linux-thread-mu lti/DynaLoader.pm line 230.\n at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle/Oracle.pm line 6\nCompilation failed in require at /usr /lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle/Oracle.pm line 6.\nBEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/DBIx/ SearchBuilder/Handle/Oracle.pm line 6.\nCompilation failed in require at (eval 195) line 1.\nBEGIN failed--compilation aborted at (eval 195) line 1.\nCompilation failed in require at /usr/local/rt/lib/RT.pm line 172.\n Any pointers would be great. I am out of testing ideas. TIA (Thanks In advance) Bill -------------- next part -------------- An HTML attachment was scrubbed... URL: From Wolfgang.Fuertbauer at ebewe.com Tue Oct 3 12:21:02 2006 From: Wolfgang.Fuertbauer at ebewe.com (Wolfgang.Fuertbauer at ebewe.com) Date: Tue, 3 Oct 2006 18:21:02 +0200 Subject: [rt-users] Ticket URL show in "10 highest priority tickets I own" wrong after "take" In-Reply-To: <1159891688.24183.3.camel@luca> Message-ID: Great! it works! one has to remove and add the Subject column in "Customize ..." Thanks! Wolfgang Luca Corti schrieb am 03.10.2006 18:08:08: > On Tue, 2006-10-03 at 16:07 +0200, Wolfgang.Fuertbauer at ebewe.com wrote: > > before "taking" the request, the subject URL of the ticket in show in > > "10 highest priority tickets I own" is: > > http://saxophon.intern.ebewe.at/rt/Ticket/Display.html?id=9 > > after "taking" by a user: > > http://saxophon.intern.ebewe.at/Ticket/Display.html?id=6 > > > Resolved this today, it's a bug, but I could not find an explicit > reference to the code change necessary to fix it until I looked in SVN. > > http://svn.bestpractical.com/cgi-bin/index.cgi/bps/revision?rev=5793 > > Hopefully this post will save some people time. > > ciao > > Luca > > > > ---------------------------------------------------------------------- Wolfgang Fuertbauer (e-Mail: Wolfgang.Fuertbauer at ebewe.com) EBEWE Pharma Mondseestrasse 11 4866 Unterach, Austria Tel +43 7665 8123 315 Mobile: +43 664 8397987 Fax +43 7665 8123 1487 http://www.ebewe.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From luca at leenoox.net Tue Oct 3 12:29:59 2006 From: luca at leenoox.net (Luca Corti) Date: Tue, 03 Oct 2006 18:29:59 +0200 Subject: [rt-users] Ticket URL show in "10 highest priority tickets I own" wrong after "take" In-Reply-To: References: Message-ID: <1159892999.24183.6.camel@luca> On Tue, 2006-10-03 at 18:21 +0200, Wolfgang.Fuertbauer at ebewe.com wrote: > Great! it works! > one has to remove and add the Subject column in "Customize ..." This is good news actually, I was just trying out RT so I wiped the whole database and recreated it from scratch just to correct the link. ciao Luca From david.chandek.stark at duke.edu Tue Oct 3 12:36:39 2006 From: david.chandek.stark at duke.edu (David Chandek-Stark) Date: Tue, 3 Oct 2006 12:36:39 -0400 Subject: [rt-users] Customizing with callback Message-ID: I want change Line 150 of Elements/RT__Ticket/Column from: return \'', loc('(pending other Collection)'), \''; to: return \'', loc('(pending other ticket)'), \''; This is part of the definition of the $COLUMN_MAP variable in the code, and there is a callback at the end: $m->comp( '/Elements/Callback', COLUMN_MAP => $COLUMN_MAP, _CallbackName => 'ColumnMap'); I have successfully used other callbacks in RT, but only when they are like empty slots that you can fill in, or blocks of code you can replace. The wiki page indicates you can use callbacks to modify variables, but I can't get it to work , or am missing something. How would I use a callback to customize this variable? Thanks, David RT 3.6.1 From luca at leenoox.net Tue Oct 3 12:08:08 2006 From: luca at leenoox.net (Luca Corti) Date: Tue, 03 Oct 2006 18:08:08 +0200 Subject: [rt-users] Ticket URL show in "10 highest priority tickets I own" wrong after "take" In-Reply-To: References: Message-ID: <1159891688.24183.3.camel@luca> On Tue, 2006-10-03 at 16:07 +0200, Wolfgang.Fuertbauer at ebewe.com wrote: > before "taking" the request, the subject URL of the ticket in show in > "10 highest priority tickets I own" is: > http://saxophon.intern.ebewe.at/rt/Ticket/Display.html?id=9 > after "taking" by a user: > http://saxophon.intern.ebewe.at/Ticket/Display.html?id=6 Resolved this today, it's a bug, but I could not find an explicit reference to the code change necessary to fix it until I looked in SVN. http://svn.bestpractical.com/cgi-bin/index.cgi/bps/revision?rev=5793 Hopefully this post will save some people time. ciao Luca From david.chandek.stark at duke.edu Tue Oct 3 13:19:42 2006 From: david.chandek.stark at duke.edu (David Chandek-Stark) Date: Tue, 3 Oct 2006 13:19:42 -0400 Subject: [rt-users] RT LDAP Message-ID: I have implemented Jim Meyer's LDAP User overlay for RT, and it's basically working, except that user info is only pulled from LDAP when accounts are created, not on subsequent logins. I was assuming that the module was designed to do this. Here's the config setting I have in my RT_SiteConfig.pm: # using WebExternalAuth, not LDAP, for auth #Set($AuthMethods, ['LDAP', 'Internal']); Set($LdapExternalAuth, 0); # just want LDAP for info Set($LdapExternalInfo, 1); Set($LdapAutoCreateNonLdapUsers, 0); Set($LdapAttrMap, {'Name' => 'uid', 'EmailAddress' => 'mail', 'Organization' => 'ou', 'RealName' => 'cn', 'ExternalAuthId' => 'uid', 'Gecos' => 'uid', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'postalAddress', 'Address2' => 'postOfficeBox'} ); Set($LdapRTAttrMatchList, ['Name', 'EmailAddress', 'RealName']); Set($LdapEmailAttrMatchList, ['mail']); Set($LdapEmailAttrMatchPrefix, [''] ); # These are working, so am leaving out Set($LdapServer, 'xxx'); Set($LdapBase, 'xxx'); Set($LdapFilter, 'xxx'); # anonymous #Set($LdapUser, ''); #Set($LdapPass, ''); # don't need, but left in Set($LdapDisableFilter, '(employmentStatus=Terminated)'); # no group auth #Set($LdapGroup, 'cn=RT,ou=Group,dc=example,dc=com'); #Set($LdapGroupAttr, 'uniqueMember'); # not ssl #Set($LdapTLS, 0); #Set($LdapSSLVersion, 3); --------------- I am I doing something wrong? I don't have other User Overlays, just a default RT installation with the additions called for in the installation procedure. Thanks, David RT 3.6.1 From marc.jones at uconn.edu Tue Oct 3 13:23:35 2006 From: marc.jones at uconn.edu (Jones, Marc T) Date: Tue, 3 Oct 2006 13:23:35 -0400 Subject: [rt-users] Custom Fields on Users Message-ID: This tripped me up too. You need to create the CF and set the Applies to field to Users. Then you need to go to Configuration -> Global -> Custom Fields -> Users and select the Custom Field. It seems a little silly because User CF can only be applied globally but it is consistent with how Custom Fields work with Tickets & Transactions. Marc Jones Systems Administrator Student Affairs Information Technology > -----Original Message----- > From: Matthew Pressly [mailto:mpressly at claborn.net] > Sent: Saturday, September 30, 2006 4:59 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Custom Fields on Users > > Is there some trick to getting custom fields to work > on Users (on rt 3.6.1)? > > I have added several custom fields, designated that > they are to apply to users, granted all rights, then > tried editing and adding users, but no custom fields are > displayed on the user modify or create forms. > > -- > Matthew > > From jauty at indiana.edu Tue Oct 3 13:49:59 2006 From: jauty at indiana.edu (Joe Auty) Date: Tue, 3 Oct 2006 13:49:59 -0400 Subject: [rt-users] web server pauses on DB change in RT 3.6.1 Message-ID: <8294E284-7888-43FC-B0E3-0B4B03E9E320@indiana.edu> I don't really know how to explain this one, but I suspect it might be a bug with RT 3.6.1, as this wasn't a problem for us in 3.6.0... Basically, when I go to click any sort of button that invokes a change in RT's DB, the web server just sits there and hangs - it does not load the resulting page at all. If I cancel my browser's request while waiting and then reattempt the same thing, it goes through immediately. Of course there are many reasons why the hangs might occur, but I can't account for the reattempts working consistently. Looking at my access logs via a tail -f, I do see that the POST request appear there immediately after clicking the button in question, so the connection request is being acknowledged by the web server. Could this indeed be a glitch with RT 3.6.1? ----------- Joe Auty UITS Messaging Indiana University jauty at indiana.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- 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 caralomi at hotmail.com Tue Oct 3 15:42:05 2006 From: caralomi at hotmail.com (Carlos Ramon Lopez Midence) Date: Tue, 03 Oct 2006 14:42:05 -0500 Subject: [rt-users] Custom Fields on Message-ID: I am really sorry for re-posting this afain I did not realize I sent it without a subject....Please accept my apologies Running RT3.4.5 on FC 5 box, working great.... I have question on custom fields and conditions: I have two custom fields : "Labor Description" and "Labor cost" I need these fields to appear only when a ticket is resolved, so when the user selects to resolve the ticket he will be able to type more detailed information in these two fields, so far I have created the fields on the ticket transactions page I started a scrip as follows: Condition: OnResolve Action:User Define Template:Global Template: Resolved Stage: TransactionCreate Then I'm drawing a blank what should I do to present these custom fields (only when resolved) and how to change the size of the custom field to match the size of the issue Textbox on the main create Ticket page... From caralomi at hotmail.com Tue Oct 3 16:40:07 2006 From: caralomi at hotmail.com (Carlos Ramon Lopez Midence) Date: Tue, 03 Oct 2006 15:40:07 -0500 Subject: [rt-users] Requestor same as login info Message-ID: Running RT3.4.5. on FC 5.... On the self service site is it posible to have the requestor be the same as the login info? For example we use a generic account called Sales for all the POS users ( it can be from 1 to 7 users; generally these users are part time staff, and we just don't wan't to create many accounts so as to clog the database with that many users). So I am wondering if there is a way to have this happen, or it would have to be through a scrip that populates the requestor info as per login info... Thanks in advance Carlos Lopez From KLekas at foxriver.com Tue Oct 3 17:02:43 2006 From: KLekas at foxriver.com (Kosta Lekas) Date: Tue, 3 Oct 2006 16:02:43 -0500 Subject: [rt-users] RHEL4 Apache, FastCGI or Mod_Perl both return Unable LoadDBIx::SearchBuilder Handle for 'Oracle' Message-ID: <8D8A77DC1FA09546936E74FC3EEC627AD408A2@FREXGENEVA-01.frfr.foxriver.com> I had the same problem, I added $ORACLE_HOME/lib to my ld.so.conf and it fixed the problem. Kosta Lekas Fox River Financial Resources 630.482.7142 - office 630.885.9355 - mobile 630.232.6074 - fax ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bill Brown Sent: Tuesday, October 03, 2006 11:11 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] RHEL4 Apache, FastCGI or Mod_Perl both return Unable LoadDBIx::SearchBuilder Handle for 'Oracle' Have been working getting RT 3.6.1 running in RHEL4 Apache using FASTCGI. Getting the following in /var/log/httpd/error_log [Unable to load DBIx::SearchBuilder database handle for 'Oracle'. Perhaps you've picked an invalid database type or spelled it incorrectly. Can't load '/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/auto/DBD/Oracle/ Oracle.so' for module DBD::Oracle: libclntsh.so.10.1: cannot open shared object file: No such file or directory at /usr/lib/perl5/5.8.5/i386-linux-thread-multi/DynaLoader.pm line 230. at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle/Oracle.pm line 6 Compilation failed in require at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle/Oracle.pm line 6. BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle/Oracle.pm line 6.\nCompilation failed in require at (eval 195) line 1. BEGIN failed--compilation aborted at (eval 195) line 1.\nCompilation failed in require at /usr/local/rt/lib/RT.pm line 172. Have gone over and over http://wiki.bestpractical.com , http://gossamer-threads.com/lists/rt/ , http://www.google.com , http://lists.bestpractical.com/cgi-bin/htsearch, cpan forums even bought the book! I can successfully: Make testdeps comes with no issues. Make initialize-database for oracle. The database schema was added to the Oracle database without a hitch. Start the /usr/local/rt/bin/standalone_httpd and go to http://localmachine the rt main screen comes up and can login with root and password. I have tried the following: Adding environment LD_LIBRARY_PATH, ORACLE_HOME, ORACLE_BASE variables to /usr/sbin/apachectl and /etc/init.d/httpd Adding environment variables into LD_LIBRARY_PATH, ORACLE_HOME, ORACLE_BASE /etc/httpd/conf/httpd.conf Re-installed DBIx::SearchBuilder, DBI, DBD::Oracle RT 3.6.1 running in RHEL4 Apache using mod_perl 2.0. Tried setting up mod_perl 2.0 Installed perl-5.8.8-2.el4s1.i386.rpm and mod_perl-2.1.0.2-4.el4s1.2.i386.rpm to see if that will work. Getting the following in /var/log/httpd/error_log with mod_perl 2.0 [Tue Oct 03 09:42:18 2006] [error] [client 10.x.x.x] Unable to load DBIx::SearchBuilder database handle for 'Oracle'.\nPerhaps you've picked an invalid database type or spelled it incorrectly.\nCan't load '/usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi/auto/DBD/Oracle/ Oracle.so' for module DBD::Oracle: libclntsh.so.10.1: cannot open shared object file: No such file or directory at /usr/lib/perl5/5.8.8/i386-linux-thread-mu lti/DynaLoader.pm line 230.\n at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle/Oracle.pm line 6\nCompilation failed in require at /usr /lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle/Oracle.pm line 6.\nBEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/DBIx/ SearchBuilder/Handle/Oracle.pm line 6.\nCompilation failed in require at (eval 195) line 1.\nBEGIN failed--compilation aborted at (eval 195) line 1.\nCompilation failed in require at /usr/local/rt/lib/RT.pm line 172.\n Any pointers would be great. I am out of testing ideas. TIA (Thanks In advance) Bill -------------- next part -------------- An HTML attachment was scrubbed... URL: From jmhanks1373 at hotmail.com Tue Oct 3 17:13:42 2006 From: jmhanks1373 at hotmail.com (Jared Hanks) Date: Tue, 03 Oct 2006 14:13:42 -0700 Subject: [rt-users] Links broke between 3.4.3 to 3.6.1 upgrade In-Reply-To: Message-ID: I recently upgraded from 3.4.3 to 3.6.1 and noticed the links "broke" in pre-existing tickets. Tickets which had "Depends on" and "Depends on by" links before the upgrade no longer have any links. I have a scrip that runs to create "Depends on" links between tickets. This scrip still works and all new tickets created with this scrip have the correct links associated with the tickets, but all the pre-existing tickets with links no longer have them. Has anyone else had this problem? Did I do something wrong in the upgrade? Thanks, Jared _________________________________________________________________ Be seen and heard with Windows Live Messenger and Microsoft LifeCams http://clk.atdmt.com/MSN/go/msnnkwme0020000001msn/direct/01/?href=http://www.microsoft.com/hardware/digitalcommunication/default.mspx?locale=en-us&source=hmtagline From ruslan.zakirov at gmail.com Tue Oct 3 17:26:00 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 4 Oct 2006 01:26:00 +0400 Subject: [rt-users] Links broke between 3.4.3 to 3.6.1 upgrade In-Reply-To: References: Message-ID: <589c94400610031426v1f840b82yc78e3c3a4bb05662@mail.gmail.com> 1) have you changed $rtname? 2) could you connect to the DB with a client and check what's the difference between old links and new? On 10/4/06, Jared Hanks wrote: > I recently upgraded from 3.4.3 to 3.6.1 and noticed the links "broke" in > pre-existing tickets. Tickets which had "Depends on" and "Depends on by" > links before the upgrade no longer have any links. I have a scrip that runs > to create "Depends on" links between tickets. This scrip still works and > all new tickets created with this scrip have the correct links associated > with the tickets, but all the pre-existing tickets with links no longer have > them. > > Has anyone else had this problem? Did I do something wrong in the upgrade? > > Thanks, > Jared > > _________________________________________________________________ > Be seen and heard with Windows Live Messenger and Microsoft LifeCams > http://clk.atdmt.com/MSN/go/msnnkwme0020000001msn/direct/01/?href=http://www.microsoft.com/hardware/digitalcommunication/default.mspx?locale=en-us&source=hmtagline > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From taan at cryologic.com Tue Oct 3 17:39:52 2006 From: taan at cryologic.com (taan) Date: Wed, 4 Oct 2006 07:39:52 +1000 (EST) Subject: [rt-users] rt-mailgate requestor/creator problem Message-ID: <4138.192.168.1.168.1159911592.squirrel@192.168.1.168> I am trying to use a Thunderbird extension to redirect mail into RT via rt-mailgate. The extension adds a "Redirected-From:" field to the header of the message. I would like the creator of the ticket to be determined from the "Redirected-From:" while the requestor is detrmined from the standard "From:" field. I can work out how to parse the header and extract the "Redirected-From:" user, but how do I set different ticket creator and requestor using rt-mailgate. thanks Taan From chaim.rieger at gmail.com Tue Oct 3 17:48:19 2006 From: chaim.rieger at gmail.com (Chaim Rieger) Date: Tue, 03 Oct 2006 14:48:19 -0700 Subject: [rt-users] zimbra and rt Message-ID: <4522DAA3.9060901@gmail.com> are there any users here using or looking into zimbra, i wrote a few connectors and am thinking of writing one for the two, if there is a need. From Andreas.Semt at gmx.net Tue Oct 3 18:39:49 2006 From: Andreas.Semt at gmx.net (Andreas Semt) Date: Wed, 04 Oct 2006 00:39:49 +0200 Subject: [rt-users] No reply to ticket status changed for non-root user? Message-ID: <4522E6B5.5030209@gmx.net> Hello List! I've installed RT 3.6.1 without problems on Debian stable (Sarge) (thanks to the wonderful guide on "http://wiki.bestpractical.com/index.cgi?DebianStableInstallGuide"). Then i created a queue called "support", a user "as" and a group "it-support" (where "as" is a member). The predefined group "Everyone" has following rights: * CommentOnTicket * CreateTicket * ReplyToTicket * SeeQueue The group "it-support" has following rights for the queue "it-support": * ShowTicket * ShowTicketComments * Watch * WatchAsAdminCc * OwnTicket * ModifyTicket (as described on "http://wiki.bestpractical.com/index.cgi?ManualInstallation"). However there is one problem: If a new email is send (by a user called "as"@) to rt (queue: "it-support"), the user "as" can see and modify that ticket in the nice web interface. But if "as" set the ticket status on "resolved", no mail to the original ticket requester (aka client) is send, only the ticket status has changed to "resolved". If i am logged in as the "root" user and try the same procedure (modify a new ticket and change the status to "resolved"), all works fine: a new mail is generated and send to the requester of that ticket. So i see the behavior i expected for the non-root user "as" in the first time. Any idea how to tell rt that every time a non-root user - for example "as" - has set a ticket to "resolved" (or just tries to reply to a ticket), a new mail to the requester of the ticket should be dispatched? Many thanks in advance for any help! With kind regards, Andreas Semt P.S.: I found following in the mailing list archive: ("http://www.gossamer-threads.com/lists/rt/users/7197?search_string=reply;#7197") --- RT will not send to the requestor by default if the requestor is also a ticket admin. This may be what you're running into. -j --- Is that my problem, too (can't try it in the moment)? If, so: *sorry* for asking! But: Why is the mail send when logged in as "root" user?? Any change to force rt to send a reply message, even if the requester is also a "ticket admin"? From Andreas.Semt at gmx.net Tue Oct 3 18:44:02 2006 From: Andreas.Semt at gmx.net (Andreas Semt) Date: Wed, 04 Oct 2006 00:44:02 +0200 Subject: [rt-users] No reply to ticket status changed for non-root user? In-Reply-To: <4522E6B5.5030209@gmx.net> References: <4522E6B5.5030209@gmx.net> Message-ID: <4522E7B2.7070109@gmx.net> Hello again, Sorry, one error in my description of the problem: > The group "it-support" has following rights for the queue "it-support": The queue is called "support", not "it-support" (that's indeed the group name). With kind regards, Andreas Semt From jmhanks1373 at hotmail.com Tue Oct 3 18:54:27 2006 From: jmhanks1373 at hotmail.com (Jared Hanks) Date: Tue, 03 Oct 2006 15:54:27 -0700 Subject: [rt-users] Links broke between 3.4.3 to 3.6.1 upgrade In-Reply-To: <589c94400610031426v1f840b82yc78e3c3a4bb05662@mail.gmail.com> Message-ID: Hey Ruslan, The $rtname is the same. I made a change to $Organization though. I checked out the Links table and noticed that all the "new" links had the "new" $Organization and all the "old" links had the "old" $Organization. I dumped the Links table to a file, did a find and replace to make the new tickets to look like the old tickets, changed the $Organization back to the "old" name and loaded it back into Links. This fixed my issue. I didn't realize changing the $Organization would effect existing tickets like that. Is there any other Tables that have $Organization that I would want to change? Thanks for your help. Jared >From: "Ruslan Zakirov" >To: "Jared Hanks" >CC: rt-users at lists.bestpractical.com >Subject: Re: [rt-users] Links broke between 3.4.3 to 3.6.1 upgrade >Date: Wed, 4 Oct 2006 01:26:00 +0400 > >1) have you changed $rtname? >2) could you connect to the DB with a client and check what's the >difference between old links and new? > >On 10/4/06, Jared Hanks wrote: >>I recently upgraded from 3.4.3 to 3.6.1 and noticed the links "broke" in >>pre-existing tickets. Tickets which had "Depends on" and "Depends on by" >>links before the upgrade no longer have any links. I have a scrip that >>runs >>to create "Depends on" links between tickets. This scrip still works and >>all new tickets created with this scrip have the correct links associated >>with the tickets, but all the pre-existing tickets with links no longer >>have >>them. >> >>Has anyone else had this problem? Did I do something wrong in the >>upgrade? >> >>Thanks, >>Jared >> >>_________________________________________________________________ >>Be seen and heard with Windows Live Messenger and Microsoft LifeCams >>http://clk.atdmt.com/MSN/go/msnnkwme0020000001msn/direct/01/?href=http://www.microsoft.com/hardware/digitalcommunication/default.mspx?locale=en-us&source=hmtagline >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Community help: http://wiki.bestpractical.com >>Commercial support: sales at bestpractical.com >> >> >>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>Buy a copy at http://rtbook.bestpractical.com >> > > >-- >Best regards, Ruslan. _________________________________________________________________ Get today's hot entertainment gossip http://movies.msn.com/movies/hotgossip From whb at westpeak.com Tue Oct 3 19:04:29 2006 From: whb at westpeak.com (Bill Brown) Date: Tue, 3 Oct 2006 17:04:29 -0600 Subject: [rt-users] RHEL4 Apache, FastCGI or Mod_Perl both return Unable LoadDBIx::SearchBuilder Handle for 'Oracle' Message-ID: <193C23F7D956984CA269F0CF56FE46482BF88A@breckenridge.colorado.westpeak.com> The ld.so.conf is as follows: include ld.so.conf.d/*.conf /usr/lib /u01/app/oracle/product/10.2.0/lib When I do a ldconfig I get the following back ldconfig: File /u01/app/oracle/product/10.2.0/lib/libordim10.soO is empty, not checked. ldconfig: /u01/app/oracle/product/10.2.0/lib/libexpat.so.0 is not a symbolic link If I do an ldconfig -v I can see libclntsh.so.10.1 -> libclntsh.so.10.1 But when I start apache I still get the same messages. Bill ________________________________ From: Kosta Lekas [mailto:KLekas at foxriver.com] Sent: Tuesday, October 03, 2006 3:03 PM To: Bill Brown; rt-users at lists.bestpractical.com Subject: RE: [rt-users] RHEL4 Apache, FastCGI or Mod_Perl both return Unable LoadDBIx::SearchBuilder Handle for 'Oracle' I had the same problem, I added $ORACLE_HOME/lib to my ld.so.conf and it fixed the problem. Kosta Lekas Fox River Financial Resources 630.482.7142 - office 630.885.9355 - mobile 630.232.6074 - fax ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bill Brown Sent: Tuesday, October 03, 2006 11:11 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] RHEL4 Apache, FastCGI or Mod_Perl both return Unable LoadDBIx::SearchBuilder Handle for 'Oracle' Have been working getting RT 3.6.1 running in RHEL4 Apache using FASTCGI. Getting the following in /var/log/httpd/error_log [Unable to load DBIx::SearchBuilder database handle for 'Oracle'. Perhaps you've picked an invalid database type or spelled it incorrectly. Can't load '/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/auto/DBD/Oracle/ Oracle.so' for module DBD::Oracle: libclntsh.so.10.1: cannot open shared object file: No such file or directory at /usr/lib/perl5/5.8.5/i386-linux-thread-multi/DynaLoader.pm line 230. at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle/Oracle.pm line 6 Compilation failed in require at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle/Oracle.pm line 6. BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle/Oracle.pm line 6.\nCompilation failed in require at (eval 195) line 1. BEGIN failed--compilation aborted at (eval 195) line 1.\nCompilation failed in require at /usr/local/rt/lib/RT.pm line 172. Have gone over and over http://wiki.bestpractical.com , http://gossamer-threads.com/lists/rt/ , http://www.google.com , http://lists.bestpractical.com/cgi-bin/htsearch, cpan forums even bought the book! I can successfully: Make testdeps comes with no issues. Make initialize-database for oracle. The database schema was added to the Oracle database without a hitch. Start the /usr/local/rt/bin/standalone_httpd and go to http://localmachine the rt main screen comes up and can login with root and password. I have tried the following: Adding environment LD_LIBRARY_PATH, ORACLE_HOME, ORACLE_BASE variables to /usr/sbin/apachectl and /etc/init.d/httpd Adding environment variables into LD_LIBRARY_PATH, ORACLE_HOME, ORACLE_BASE /etc/httpd/conf/httpd.conf Re-installed DBIx::SearchBuilder, DBI, DBD::Oracle RT 3.6.1 running in RHEL4 Apache using mod_perl 2.0. Tried setting up mod_perl 2.0 Installed perl-5.8.8-2.el4s1.i386.rpm and mod_perl-2.1.0.2-4.el4s1.2.i386.rpm to see if that will work. Getting the following in /var/log/httpd/error_log with mod_perl 2.0 [Tue Oct 03 09:42:18 2006] [error] [client 10.x.x.x] Unable to load DBIx::SearchBuilder database handle for 'Oracle'.\nPerhaps you've picked an invalid database type or spelled it incorrectly.\nCan't load '/usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi/auto/DBD/Oracle/ Oracle.so' for module DBD::Oracle: libclntsh.so.10.1: cannot open shared object file: No such file or directory at /usr/lib/perl5/5.8.8/i386-linux-thread-mu lti/DynaLoader.pm line 230.\n at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle/Oracle.pm line 6\nCompilation failed in require at /usr /lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle/Oracle.pm line 6.\nBEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/DBIx/ SearchBuilder/Handle/Oracle.pm line 6.\nCompilation failed in require at (eval 195) line 1.\nBEGIN failed--compilation aborted at (eval 195) line 1.\nCompilation failed in require at /usr/local/rt/lib/RT.pm line 172.\n Any pointers would be great. I am out of testing ideas. TIA (Thanks In advance) Bill -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Tue Oct 3 19:27:01 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 4 Oct 2006 03:27:01 +0400 Subject: [rt-users] Links broke between 3.4.3 to 3.6.1 upgrade In-Reply-To: References: <589c94400610031426v1f840b82yc78e3c3a4bb05662@mail.gmail.com> Message-ID: <589c94400610031627m592fc3ednfd6796005a8c675@mail.gmail.com> On 10/4/06, Jared Hanks wrote: > Hey Ruslan, > > The $rtname is the same. I made a change to $Organization though. I > checked out the Links table and noticed that all the "new" links had the > "new" $Organization and all the "old" links had the "old" $Organization. I > dumped the Links table to a file, did a find and replace to make the new > tickets to look like the old tickets, changed the $Organization back to the > "old" name and loaded it back into Links. This fixed my issue. I didn't > realize changing the $Organization would effect existing tickets like that. > Is there any other Tables that have $Organization that I would want to > change? I think it's only place where $Organization is used in the DB. > > Thanks for your help. > > Jared > > > >From: "Ruslan Zakirov" > >To: "Jared Hanks" > >CC: rt-users at lists.bestpractical.com > >Subject: Re: [rt-users] Links broke between 3.4.3 to 3.6.1 upgrade > >Date: Wed, 4 Oct 2006 01:26:00 +0400 > > > >1) have you changed $rtname? > >2) could you connect to the DB with a client and check what's the > >difference between old links and new? > > > >On 10/4/06, Jared Hanks wrote: > >>I recently upgraded from 3.4.3 to 3.6.1 and noticed the links "broke" in > >>pre-existing tickets. Tickets which had "Depends on" and "Depends on by" > >>links before the upgrade no longer have any links. I have a scrip that > >>runs > >>to create "Depends on" links between tickets. This scrip still works and > >>all new tickets created with this scrip have the correct links associated > >>with the tickets, but all the pre-existing tickets with links no longer > >>have > >>them. > >> > >>Has anyone else had this problem? Did I do something wrong in the > >>upgrade? > >> > >>Thanks, > >>Jared > >> > >>_________________________________________________________________ > >>Be seen and heard with Windows Live Messenger and Microsoft LifeCams > >>http://clk.atdmt.com/MSN/go/msnnkwme0020000001msn/direct/01/?href=http://www.microsoft.com/hardware/digitalcommunication/default.mspx?locale=en-us&source=hmtagline > >> > >>_______________________________________________ > >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >>Community help: http://wiki.bestpractical.com > >>Commercial support: sales at bestpractical.com > >> > >> > >>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >>Buy a copy at http://rtbook.bestpractical.com > >> > > > > > >-- > >Best regards, Ruslan. > > _________________________________________________________________ > Get today's hot entertainment gossip http://movies.msn.com/movies/hotgossip > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From KLekas at foxriver.com Tue Oct 3 19:30:09 2006 From: KLekas at foxriver.com (Kosta Lekas) Date: Tue, 3 Oct 2006 18:30:09 -0500 Subject: [rt-users] RHEL4 Apache, FastCGI or Mod_Perl both return Unable LoadDBIx::SearchBuilder Handle for 'Oracle' Message-ID: <8D8A77DC1FA09546936E74FC3EEC627AD408A4@FREXGENEVA-01.frfr.foxriver.com> I forgot, I also moved suexec out of the way because I think it strips off some environmental variables. Move it out of the way and restart Apache. mv suexec suexec.DIST -kosta From: Bill Brown [mailto:whb at westpeak.com] Sent: Tuesday, October 03, 2006 6:04 PM To: Kosta Lekas; rt-users at lists.bestpractical.com Subject: RE: [rt-users] RHEL4 Apache, FastCGI or Mod_Perl both return Unable LoadDBIx::SearchBuilder Handle for 'Oracle' The ld.so.conf is as follows: include ld.so.conf.d/*.conf /usr/lib /u01/app/oracle/product/10.2.0/lib When I do a ldconfig I get the following back ldconfig: File /u01/app/oracle/product/10.2.0/lib/libordim10.soO is empty, not checked. ldconfig: /u01/app/oracle/product/10.2.0/lib/libexpat.so.0 is not a symbolic link If I do an ldconfig -v I can see libclntsh.so.10.1 -> libclntsh.so.10.1 But when I start apache I still get the same messages. Bill ________________________________ From: Kosta Lekas [mailto:KLekas at foxriver.com] Sent: Tuesday, October 03, 2006 3:03 PM To: Bill Brown; rt-users at lists.bestpractical.com Subject: RE: [rt-users] RHEL4 Apache, FastCGI or Mod_Perl both return Unable LoadDBIx::SearchBuilder Handle for 'Oracle' I had the same problem, I added $ORACLE_HOME/lib to my ld.so.conf and it fixed the problem. Kosta Lekas Fox River Financial Resources 630.482.7142 - office 630.885.9355 - mobile 630.232.6074 - fax ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bill Brown Sent: Tuesday, October 03, 2006 11:11 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] RHEL4 Apache, FastCGI or Mod_Perl both return Unable LoadDBIx::SearchBuilder Handle for 'Oracle' Have been working getting RT 3.6.1 running in RHEL4 Apache using FASTCGI. Getting the following in /var/log/httpd/error_log [Unable to load DBIx::SearchBuilder database handle for 'Oracle'. Perhaps you've picked an invalid database type or spelled it incorrectly. Can't load '/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/auto/DBD/Oracle/ Oracle.so' for module DBD::Oracle: libclntsh.so.10.1: cannot open shared object file: No such file or directory at /usr/lib/perl5/5.8.5/i386-linux-thread-multi/DynaLoader.pm line 230. at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle/Oracle.pm line 6 Compilation failed in require at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle/Oracle.pm line 6. BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle/Oracle.pm line 6.\nCompilation failed in require at (eval 195) line 1. BEGIN failed--compilation aborted at (eval 195) line 1.\nCompilation failed in require at /usr/local/rt/lib/RT.pm line 172. Have gone over and over http://wiki.bestpractical.com , http://gossamer-threads.com/lists/rt/ , http://www.google.com , http://lists.bestpractical.com/cgi-bin/htsearch, cpan forums even bought the book! I can successfully: Make testdeps comes with no issues. Make initialize-database for oracle. The database schema was added to the Oracle database without a hitch. Start the /usr/local/rt/bin/standalone_httpd and go to http://localmachine the rt main screen comes up and can login with root and password. I have tried the following: Adding environment LD_LIBRARY_PATH, ORACLE_HOME, ORACLE_BASE variables to /usr/sbin/apachectl and /etc/init.d/httpd Adding environment variables into LD_LIBRARY_PATH, ORACLE_HOME, ORACLE_BASE /etc/httpd/conf/httpd.conf Re-installed DBIx::SearchBuilder, DBI, DBD::Oracle RT 3.6.1 running in RHEL4 Apache using mod_perl 2.0. Tried setting up mod_perl 2.0 Installed perl-5.8.8-2.el4s1.i386.rpm and mod_perl-2.1.0.2-4.el4s1.2.i386.rpm to see if that will work. Getting the following in /var/log/httpd/error_log with mod_perl 2.0 [Tue Oct 03 09:42:18 2006] [error] [client 10.x.x.x] Unable to load DBIx::SearchBuilder database handle for 'Oracle'.\nPerhaps you've picked an invalid database type or spelled it incorrectly.\nCan't load '/usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi/auto/DBD/Oracle/ Oracle.so' for module DBD::Oracle: libclntsh.so.10.1: cannot open shared object file: No such file or directory at /usr/lib/perl5/5.8.8/i386-linux-thread-mu lti/DynaLoader.pm line 230.\n at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle/Oracle.pm line 6\nCompilation failed in require at /usr /lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle/Oracle.pm line 6.\nBEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/DBIx/ SearchBuilder/Handle/Oracle.pm line 6.\nCompilation failed in require at (eval 195) line 1.\nBEGIN failed--compilation aborted at (eval 195) line 1.\nCompilation failed in require at /usr/local/rt/lib/RT.pm line 172.\n Any pointers would be great. I am out of testing ideas. TIA (Thanks In advance) Bill -------------- next part -------------- An HTML attachment was scrubbed... URL: From joshb at netcentralinc.com Tue Oct 3 20:15:20 2006 From: joshb at netcentralinc.com (Josh Barron) Date: Tue, 3 Oct 2006 18:15:20 -0600 Subject: [rt-users] RE: RT-Mailgate Setup Errors Message-ID: <1CD7A3530F98054194C0E6BBDA4A68490259C5@corpmain.NetCentral.local> Actually I think I've made some progress. Looks like the error below was related specifically to apache. Now, when I try to send a message to correspond at netcentralinc.com, RT replies with the following: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email (joshb at netcentralinc.com ). Whats up with that? Is it because I have a space in my Queue (in my alias file) or what. I checked and my user IS specified with joshb at netcentralinc.com in RT so it should be able to validate. Whats going on here? -Josh ________________________________ From: Josh Barron Sent: Tuesday, October 03, 2006 6:05 PM To: 'rt-users at lists.bestpractical.com' Subject: RT-Mailgate Setup Errors Hi everyone, I'm having some problems setting up RT-Mailgate and as usual looking it up on the web is not helping me because of the uniqueness (and vagueness) of the error. Here is the relevant line in my postfix aliases file: correspond: "|/opt/rt/3/bin/rt-mailgate --queue Customer Support --action correspond --url http://rt.netcentralinc.net/" I never get a failure daemon back, but the message never gets to my RT instance. I've allowed rt-mailgate to access REST directory as mentioned in the wiki (though I'm not sure how that helps). Oct 3 17:51:26 web postfix/smtpd[18695]: 62A8A88DA: client=unknown[66.213.158.39] Oct 3 17:51:26 web postfix/smtpd[18695]: > unknown[66.213.158.39]: 250 Ok Oct 3 17:51:26 web postfix/smtpd[18695]: < unknown[66.213.158.39]: DATA Oct 3 17:51:26 web postfix/smtpd[18695]: > unknown[66.213.158.39]: 354 End data with . Oct 3 17:51:26 web postfix/smtpd[18695]: public/cleanup socket: wanted attribute: status Oct 3 17:51:26 web postfix/cleanup[18698]: 62A8A88DA: message-id=<1CD7A3530F98054194C0E6BBDA4A68490259BF at corpmain.NetCentral.l ocal> Oct 3 17:51:26 web postfix/qmgr[18465]: 62A8A88DA: from=, size=2136, nrcpt=1 (queue active) Oct 3 17:51:26 web postfix/smtpd[18695]: input attribute name: status Oct 3 17:51:26 web postfix/smtpd[18695]: input attribute value: 0 Oct 3 17:51:26 web postfix/smtpd[18695]: public/cleanup socket: wanted attribute: reason Oct 3 17:51:26 web postfix/smtpd[18695]: input attribute name: reason Oct 3 17:51:26 web postfix/smtpd[18695]: input attribute value: (end) Oct 3 17:51:26 web postfix/smtpd[18695]: public/cleanup socket: wanted attribute: (list terminator) Oct 3 17:51:26 web postfix/smtpd[18695]: input attribute name: (end) Oct 3 17:51:26 web postfix/smtpd[18695]: > unknown[66.213.158.39]: 250 Ok: queued as 62A8A88DA Oct 3 17:51:26 web postfix/smtpd[18695]: < unknown[66.213.158.39]: QUIT Oct 3 17:51:26 web postfix/smtpd[18695]: > unknown[66.213.158.39]: 221 Bye Oct 3 17:51:26 web postfix/smtpd[18695]: match_hostname: unknown ~? 66.213.158.32/27 Oct 3 17:51:26 web postfix/smtpd[18695]: match_hostaddr: 66.213.158.39 ~? 66.213.158.32/27 Oct 3 17:51:26 web postfix/smtpd[18695]: disconnect from unknown[66.213.158.39] Oct 3 17:51:26 web postfix/smtpd[18695]: master_notify: status 1 Oct 3 17:51:26 web postfix/smtpd[18695]: connection closed Oct 3 17:51:27 web postfix/local[18699]: 62A8A88DA: to=, relay=local, delay=1, status=deferred (temporary failure. Command output: An Error Occurred ================= 403 Forbidden ) Oct 3 17:53:06 web postfix/smtpd[18695]: rewrite stream disconnect Oct 3 17:53:06 web postfix/smtpd[18695]: proxymap stream disconnect Oct 3 17:53:06 web postfix/smtpd[18695]: idle timeout -- exiting What am I doing wrong? It appears that the message is just getting deferred and held in the mail queue but I can't seem to figure out why. The info messages above seem to indicate that it doesn't know what networks it can accept mail from, even though the networks listed are on the $My_Networks, and I can send messages to other addresses on this server from the same machine. It seems completely related to RT. Any ideas. I REALLY would appreciate the help Best Regards, Josh Barron Systems Administration NetCentral Inc. P: 208.376.3130 F: 208.514.4527 -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Tue Oct 3 20:51:14 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 4 Oct 2006 04:51:14 +0400 Subject: [rt-users] RE: RT-Mailgate Setup Errors In-Reply-To: <1CD7A3530F98054194C0E6BBDA4A68490259C5@corpmain.NetCentral.local> References: <1CD7A3530F98054194C0E6BBDA4A68490259C5@corpmain.NetCentral.local> Message-ID: <589c94400610031751r5c35721an9530cd999224b55e@mail.gmail.com> use quotes: rt-mailgate --queue 'my queue name with spaces' ... On 10/4/06, Josh Barron wrote: > > > > > Actually I think I've made some progress. Looks like the error below was > related specifically to apache. Now, when I try to send a message to > correspond at netcentralinc.com, RT replies with the following: > > > > RT could not load a valid user, and RT's configuration does not allow > for the creation of a new user for this email (joshb at netcentralinc.com). > > > > Whats up with that? Is it because I have a space in my Queue (in my alias > file) or what. I checked and my user IS specified with > joshb at netcentralinc.com in RT so it should be able to validate. Whats going > on here? > > > > -Josh > > > > ________________________________ > > > From: Josh Barron > Sent: Tuesday, October 03, 2006 6:05 PM > To: 'rt-users at lists.bestpractical.com' > Subject: RT-Mailgate Setup Errors > > > > Hi everyone, > > > > I'm having some problems setting up RT-Mailgate and as usual looking it up > on the web is not helping me because of the uniqueness (and vagueness) of > the error. > > > > Here is the relevant line in my postfix aliases file: > > > > correspond: "|/opt/rt/3/bin/rt-mailgate --queue Customer Support > --action correspond --url http://rt.netcentralinc.net/" > > > > > > I never get a failure daemon back, but the message never gets to my RT > instance. I've allowed rt-mailgate to access REST directory as mentioned in > the wiki (though I'm not sure how that helps). > > > > Oct 3 17:51:26 web postfix/smtpd[18695]: 62A8A88DA: > client=unknown[66.213.158.39] > > Oct 3 17:51:26 web postfix/smtpd[18695]: > unknown[66.213.158.39]: 250 Ok > > Oct 3 17:51:26 web postfix/smtpd[18695]: < unknown[66.213.158.39]: DATA > > Oct 3 17:51:26 web postfix/smtpd[18695]: > unknown[66.213.158.39]: 354 End > data with . > > Oct 3 17:51:26 web postfix/smtpd[18695]: public/cleanup socket: wanted > attribute: status > > Oct 3 17:51:26 web postfix/cleanup[18698]: 62A8A88DA: > message-id=<1CD7A3530F98054194C0E6BBDA4A68490259BF at corpmain.NetCentral.local> > > Oct 3 17:51:26 web postfix/qmgr[18465]: 62A8A88DA: > from=, size=2136, nrcpt=1 (queue active) > > Oct 3 17:51:26 web postfix/smtpd[18695]: input attribute name: status > > Oct 3 17:51:26 web postfix/smtpd[18695]: input attribute value: 0 > > Oct 3 17:51:26 web postfix/smtpd[18695]: public/cleanup socket: wanted > attribute: reason > > Oct 3 17:51:26 web postfix/smtpd[18695]: input attribute name: reason > > Oct 3 17:51:26 web postfix/smtpd[18695]: input attribute value: (end) > > Oct 3 17:51:26 web postfix/smtpd[18695]: public/cleanup socket: wanted > attribute: (list terminator) > > Oct 3 17:51:26 web postfix/smtpd[18695]: input attribute name: (end) > > Oct 3 17:51:26 web postfix/smtpd[18695]: > unknown[66.213.158.39]: 250 Ok: > queued as 62A8A88DA > > Oct 3 17:51:26 web postfix/smtpd[18695]: < unknown[66.213.158.39]: QUIT > > Oct 3 17:51:26 web postfix/smtpd[18695]: > unknown[66.213.158.39]: 221 Bye > > Oct 3 17:51:26 web postfix/smtpd[18695]: match_hostname: unknown ~? > 66.213.158.32/27 > > Oct 3 17:51:26 web postfix/smtpd[18695]: match_hostaddr: 66.213.158.39 ~? > 66.213.158.32/27 > > Oct 3 17:51:26 web postfix/smtpd[18695]: disconnect from > unknown[66.213.158.39] > > Oct 3 17:51:26 web postfix/smtpd[18695]: master_notify: status 1 > > Oct 3 17:51:26 web postfix/smtpd[18695]: connection closed > > Oct 3 17:51:27 web postfix/local[18699]: 62A8A88DA: > to=, relay=local, delay=1, status=deferred > (temporary failure. Command output: An Error Occurred ================= 403 > Forbidden ) > > Oct 3 17:53:06 web postfix/smtpd[18695]: rewrite stream disconnect > > Oct 3 17:53:06 web postfix/smtpd[18695]: proxymap stream disconnect > > Oct 3 17:53:06 web postfix/smtpd[18695]: idle timeout -- exiting > > > > > > What am I doing wrong? It appears that the message is just getting deferred > and held in the mail queue but I can't seem to figure out why. The info > messages above seem to indicate that it doesn't know what networks it can > accept mail from, even though the networks listed are on the $My_Networks, > and I can send messages to other addresses on this server from the same > machine. It seems completely related to RT. > > > > Any ideas. I REALLY would appreciate the help > > > > Best Regards, > > > > Josh Barron > > Systems Administration > > NetCentral Inc. > > P: 208.376.3130 > > F: 208.514.4527 > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -- Best regards, Ruslan. From john.habermann at wilderness.org.au Tue Oct 3 21:07:44 2006 From: john.habermann at wilderness.org.au (john habermann) Date: Wed, 4 Oct 2006 11:07:44 +1000 Subject: [rt-users] zimbra and rt In-Reply-To: <4522DAA3.9060901@gmail.com> References: <4522DAA3.9060901@gmail.com> Message-ID: On 10/4/06, Chaim Rieger wrote: > are there any users here using or looking into zimbra We have been looking at it as one of the main options improving our mail system to get better collaboration features. It looks pretty impressive, I have signed up for a webinar they are putting on tomorrow and downloaded the 4.0 version yesterday so I can get a bit more of an idea of what they have to offer. > > i wrote a few connectors and am thinking of writing one for the two, if > there is a need. I haven't given any thought to how it works with RT but would cetainly be interested in seeing what is possible. cheers John > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- John Habermann Internet Programmer, System Administrator The Wilderness Society Inc http://www.wilderness.org.au From joshb at netcentralinc.com Tue Oct 3 23:39:46 2006 From: joshb at netcentralinc.com (Josh Barron) Date: Tue, 3 Oct 2006 21:39:46 -0600 Subject: [rt-users] RE: RT-Mailgate Setup Errors References: <1CD7A3530F98054194C0E6BBDA4A68490259C5@corpmain.NetCentral.local> <000001c6e750$785a1f90$fe01a8c0@NetCentral.local> Message-ID: <1CD7A3530F98054194C0E6BBDA4A6849A83F@corpmain.NetCentral.local> Ok that didn't seem to solve the problem. When I reply to a ticket, (with the correct Ticket ID in the subject, unchanged), i get two messages back saying the same thing: > RT could not load a valid user, and RT's configuration does not allow > for the creation of a new user for this email (joshb at netcentralinc.com). The second message has the following in addition to the message above: "You might need to grant 'Everyone' the right 'ReplyToTicket' for the queue Customer." My /etc/aliases/ looks like this: correspond: "|/opt/rt3/bin/rt-mailgate --queue 'Customer Support' --action correspond --url http://rt.netcentralinc.net/" ________________________________ From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] Sent: Tue 10/3/2006 7:00 PM To: Josh Barron Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RE: RT-Mailgate Setup Errors use quotes: rt-mailgate --queue 'my queue name with spaces' ... On 10/4/06, Josh Barron wrote: > > > > > Actually I think I've made some progress. Looks like the error below was > related specifically to apache. Now, when I try to send a message to > correspond at netcentralinc.com, RT replies with the following: > > > > RT could not load a valid user, and RT's configuration does not allow > for the creation of a new user for this email (joshb at netcentralinc.com). > > > > Whats up with that? Is it because I have a space in my Queue (in my alias > file) or what. I checked and my user IS specified with > joshb at netcentralinc.com in RT so it should be able to validate. Whats going > on here? > > > > -Josh > > > > ________________________________ > > > From: Josh Barron > Sent: Tuesday, October 03, 2006 6:05 PM > To: 'rt-users at lists.bestpractical.com' > Subject: RT-Mailgate Setup Errors > > > > Hi everyone, > > > > I'm having some problems setting up RT-Mailgate and as usual looking it up > on the web is not helping me because of the uniqueness (and vagueness) of > the error. > > > > Here is the relevant line in my postfix aliases file: > > > > correspond: "|/opt/rt/3/bin/rt-mailgate --queue Customer Support > --action correspond --url http://rt.netcentralinc.net/" > > > > > > I never get a failure daemon back, but the message never gets to my RT > instance. I've allowed rt-mailgate to access REST directory as mentioned in > the wiki (though I'm not sure how that helps). > > > > Oct 3 17:51:26 web postfix/smtpd[18695]: 62A8A88DA: > client=unknown[66.213.158.39] > > Oct 3 17:51:26 web postfix/smtpd[18695]: > unknown[66.213.158.39]: 250 Ok > > Oct 3 17:51:26 web postfix/smtpd[18695]: < unknown[66.213.158.39]: DATA > > Oct 3 17:51:26 web postfix/smtpd[18695]: > unknown[66.213.158.39]: 354 End > data with . > > Oct 3 17:51:26 web postfix/smtpd[18695]: public/cleanup socket: wanted > attribute: status > > Oct 3 17:51:26 web postfix/cleanup[18698]: 62A8A88DA: > message-id=<1CD7A3530F98054194C0E6BBDA4A68490259BF at corpmain.NetCentral.local> > > Oct 3 17:51:26 web postfix/qmgr[18465]: 62A8A88DA: > from=, size=2136, nrcpt=1 (queue active) > > Oct 3 17:51:26 web postfix/smtpd[18695]: input attribute name: status > > Oct 3 17:51:26 web postfix/smtpd[18695]: input attribute value: 0 > > Oct 3 17:51:26 web postfix/smtpd[18695]: public/cleanup socket: wanted > attribute: reason > > Oct 3 17:51:26 web postfix/smtpd[18695]: input attribute name: reason > > Oct 3 17:51:26 web postfix/smtpd[18695]: input attribute value: (end) > > Oct 3 17:51:26 web postfix/smtpd[18695]: public/cleanup socket: wanted > attribute: (list terminator) > > Oct 3 17:51:26 web postfix/smtpd[18695]: input attribute name: (end) > > Oct 3 17:51:26 web postfix/smtpd[18695]: > unknown[66.213.158.39]: 250 Ok: > queued as 62A8A88DA > > Oct 3 17:51:26 web postfix/smtpd[18695]: < unknown[66.213.158.39]: QUIT > > Oct 3 17:51:26 web postfix/smtpd[18695]: > unknown[66.213.158.39]: 221 Bye > > Oct 3 17:51:26 web postfix/smtpd[18695]: match_hostname: unknown ~? > 66.213.158.32/27 > > Oct 3 17:51:26 web postfix/smtpd[18695]: match_hostaddr: 66.213.158.39 ~? > 66.213.158.32/27 > > Oct 3 17:51:26 web postfix/smtpd[18695]: disconnect from > unknown[66.213.158.39] > > Oct 3 17:51:26 web postfix/smtpd[18695]: master_notify: status 1 > > Oct 3 17:51:26 web postfix/smtpd[18695]: connection closed > > Oct 3 17:51:27 web postfix/local[18699]: 62A8A88DA: > to=, relay=local, delay=1, status=deferred > (temporary failure. Command output: An Error Occurred ================= 403 > Forbidden ) > > Oct 3 17:53:06 web postfix/smtpd[18695]: rewrite stream disconnect > > Oct 3 17:53:06 web postfix/smtpd[18695]: proxymap stream disconnect > > Oct 3 17:53:06 web postfix/smtpd[18695]: idle timeout -- exiting > > > > > > What am I doing wrong? It appears that the message is just getting deferred > and held in the mail queue but I can't seem to figure out why. The info > messages above seem to indicate that it doesn't know what networks it can > accept mail from, even though the networks listed are on the $My_Networks, > and I can send messages to other addresses on this server from the same > machine. It seems completely related to RT. > > > > Any ideas. I REALLY would appreciate the help > > > > Best Regards, > > > > Josh Barron > > Systems Administration > > NetCentral Inc. > > P: 208.376.3130 > > F: 208.514.4527 > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jokermjs19 at comcast.net Wed Oct 4 00:09:12 2006 From: jokermjs19 at comcast.net (Mathew Snyder) Date: Wed, 04 Oct 2006 00:09:12 -0400 Subject: [rt-users] Signature Format Message-ID: <452333E8.1080203@comcast.net> A colleague asked if there was a way to add a space above the signature separator when writing an email within RT. Reason being, when creating a message we always have to go to the top and hit enter a couple times to produce this space. So my question is, which file do I change to insert that space immediately? Thanks for any help, Mathew Snyder From jokermjs19 at comcast.net Wed Oct 4 00:33:33 2006 From: jokermjs19 at comcast.net (Mathew Snyder) Date: Wed, 04 Oct 2006 00:33:33 -0400 Subject: [rt-users] RE: RT-Mailgate Setup Errors In-Reply-To: <1CD7A3530F98054194C0E6BBDA4A6849A83F@corpmain.NetCentral.local> References: <1CD7A3530F98054194C0E6BBDA4A68490259C5@corpmain.NetCentral.local> <000001c6e750$785a1f90$fe01a8c0@NetCentral.local> <1CD7A3530F98054194C0E6BBDA4A6849A83F@corpmain.NetCentral.local> Message-ID: <4523399D.3070500@comcast.net> Josh Barron wrote: > Ok that didn't seem to solve the problem. > > When I reply to a ticket, (with the correct Ticket ID in the subject, > unchanged), i get two messages back saying the same thing: > >> RT could not load a valid user, and RT's configuration does not allow >> for the creation of a new user for this email > (joshb at netcentralinc.com ). > > The second message has the following in addition to the message above: > "You might need to grant 'Everyone' the right 'ReplyToTicket' for the > queue Customer." > > My /etc/aliases/ looks like this: > correspond: "|/opt/rt3/bin/rt-mailgate --queue 'Customer Support' > --action correspond --url http://rt.netcentralinc.net/" > > ------------------------------------------------------------------------ > *From:* Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > *Sent:* Tue 10/3/2006 7:00 PM > *To:* Josh Barron > *Cc:* rt-users at lists.bestpractical.com > *Subject:* Re: [rt-users] RE: RT-Mailgate Setup Errors > > use quotes: > rt-mailgate --queue 'my queue name with spaces' ... > > On 10/4/06, Josh Barron wrote: >> >> >> >> >> Actually I think I've made some progress. Looks like the error below was >> related specifically to apache. Now, when I try to send a message to >> correspond at netcentralinc.com, RT replies with the following: >> >> >> >> RT could not load a valid user, and RT's configuration does not allow >> for the creation of a new user for this email (joshb at netcentralinc.com). >> >> >> >> Whats up with that? Is it because I have a space in my Queue (in my alias >> file) or what. I checked and my user IS specified with >> joshb at netcentralinc.com in RT so it should be able to validate. Whats > going >> on here? >> >> >> >> -Josh >> >> >> >> ________________________________ >> >> >> From: Josh Barron >> Sent: Tuesday, October 03, 2006 6:05 PM >> To: 'rt-users at lists.bestpractical.com' >> Subject: RT-Mailgate Setup Errors >> >> >> >> Hi everyone, >> >> >> >> I'm having some problems setting up RT-Mailgate and as usual looking it up >> on the web is not helping me because of the uniqueness (and vagueness) of >> the error. >> >> >> >> Here is the relevant line in my postfix aliases file: >> >> >> >> correspond: "|/opt/rt/3/bin/rt-mailgate --queue Customer Support >> --action correspond --url http://rt.netcentralinc.net/" >> >> >> >> >> >> I never get a failure daemon back, but the message never gets to my RT >> instance. I've allowed rt-mailgate to access REST directory as > mentioned in >> the wiki (though I'm not sure how that helps). >> >> >> >> Oct 3 17:51:26 web postfix/smtpd[18695]: 62A8A88DA: >> client=unknown[66.213.158.39] >> >> Oct 3 17:51:26 web postfix/smtpd[18695]: > unknown[66.213.158.39]: 250 Ok >> >> Oct 3 17:51:26 web postfix/smtpd[18695]: < unknown[66.213.158.39]: DATA >> >> Oct 3 17:51:26 web postfix/smtpd[18695]: > unknown[66.213.158.39]: > 354 End >> data with . >> >> Oct 3 17:51:26 web postfix/smtpd[18695]: public/cleanup socket: wanted >> attribute: status >> >> Oct 3 17:51:26 web postfix/cleanup[18698]: 62A8A88DA: >> > message-id=<1CD7A3530F98054194C0E6BBDA4A68490259BF at corpmain.NetCentral.local> >> >> Oct 3 17:51:26 web postfix/qmgr[18465]: 62A8A88DA: >> from=, size=2136, nrcpt=1 (queue active) >> >> Oct 3 17:51:26 web postfix/smtpd[18695]: input attribute name: status >> >> Oct 3 17:51:26 web postfix/smtpd[18695]: input attribute value: 0 >> >> Oct 3 17:51:26 web postfix/smtpd[18695]: public/cleanup socket: wanted >> attribute: reason >> >> Oct 3 17:51:26 web postfix/smtpd[18695]: input attribute name: reason >> >> Oct 3 17:51:26 web postfix/smtpd[18695]: input attribute value: (end) >> >> Oct 3 17:51:26 web postfix/smtpd[18695]: public/cleanup socket: wanted >> attribute: (list terminator) >> >> Oct 3 17:51:26 web postfix/smtpd[18695]: input attribute name: (end) >> >> Oct 3 17:51:26 web postfix/smtpd[18695]: > unknown[66.213.158.39]: > 250 Ok: >> queued as 62A8A88DA >> >> Oct 3 17:51:26 web postfix/smtpd[18695]: < unknown[66.213.158.39]: QUIT >> >> Oct 3 17:51:26 web postfix/smtpd[18695]: > unknown[66.213.158.39]: > 221 Bye >> >> Oct 3 17:51:26 web postfix/smtpd[18695]: match_hostname: unknown ~? >> 66.213.158.32/27 >> >> Oct 3 17:51:26 web postfix/smtpd[18695]: match_hostaddr: 66.213.158.39 ~? >> 66.213.158.32/27 >> >> Oct 3 17:51:26 web postfix/smtpd[18695]: disconnect from >> unknown[66.213.158.39] >> >> Oct 3 17:51:26 web postfix/smtpd[18695]: master_notify: status 1 >> >> Oct 3 17:51:26 web postfix/smtpd[18695]: connection closed >> >> Oct 3 17:51:27 web postfix/local[18699]: 62A8A88DA: >> to=, relay=local, delay=1, status=deferred >> (temporary failure. Command output: An Error Occurred > ================= 403 >> Forbidden ) >> >> Oct 3 17:53:06 web postfix/smtpd[18695]: rewrite stream disconnect >> >> Oct 3 17:53:06 web postfix/smtpd[18695]: proxymap stream disconnect >> >> Oct 3 17:53:06 web postfix/smtpd[18695]: idle timeout -- exiting >> >> >> >> >> >> What am I doing wrong? It appears that the message is just getting > deferred >> and held in the mail queue but I can't seem to figure out why. The info >> messages above seem to indicate that it doesn't know what networks it can >> accept mail from, even though the networks listed are on the $My_Networks, >> and I can send messages to other addresses on this server from the same >> machine. It seems completely related to RT. >> >> >> >> Any ideas. I REALLY would appreciate the help >> >> >> >> Best Regards, >> >> >> >> Josh Barron >> >> Systems Administration >> >> NetCentral Inc. >> >> P: 208.376.3130 >> >> F: 208.514.4527 >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com > >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > >> >> > > > -- > 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 Have you made sure your user is listed under the Privileged group? -- Mathew From torsten.brumm at googlemail.com Wed Oct 4 03:01:07 2006 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Wed, 4 Oct 2006 09:01:07 +0200 Subject: [rt-users] RE: RT-Mailgate Setup Errors In-Reply-To: <4523399D.3070500@comcast.net> References: <1CD7A3530F98054194C0E6BBDA4A68490259C5@corpmain.NetCentral.local> <000001c6e750$785a1f90$fe01a8c0@NetCentral.local> <1CD7A3530F98054194C0E6BBDA4A6849A83F@corpmain.NetCentral.local> <4523399D.3070500@comcast.net> Message-ID: Another point to this. have you added the mailgate to the srmsh allowed list? 2006/10/4, Mathew Snyder : > > Josh Barron wrote: > > Ok that didn't seem to solve the problem. > > > > When I reply to a ticket, (with the correct Ticket ID in the subject, > > unchanged), i get two messages back saying the same thing: > > > >> RT could not load a valid user, and RT's configuration does not allow > >> for the creation of a new user for this email > > (joshb at netcentralinc.com ). > > > > The second message has the following in addition to the message above: > > "You might need to grant 'Everyone' the right 'ReplyToTicket' for the > > queue Customer." > > > > My /etc/aliases/ looks like this: > > correspond: "|/opt/rt3/bin/rt-mailgate --queue 'Customer Support' > > --action correspond --url http://rt.netcentralinc.net/" > > > > ------------------------------------------------------------------------ > > *From:* Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > > *Sent:* Tue 10/3/2006 7:00 PM > > *To:* Josh Barron > > *Cc:* rt-users at lists.bestpractical.com > > *Subject:* Re: [rt-users] RE: RT-Mailgate Setup Errors > > > > use quotes: > > rt-mailgate --queue 'my queue name with spaces' ... > > > > On 10/4/06, Josh Barron wrote: > >> > >> > >> > >> > >> Actually I think I've made some progress. Looks like the error below > was > >> related specifically to apache. Now, when I try to send a message to > >> correspond at netcentralinc.com, RT replies with the following: > >> > >> > >> > >> RT could not load a valid user, and RT's configuration does not allow > >> for the creation of a new user for this email (joshb at netcentralinc.com > ). > >> > >> > >> > >> Whats up with that? Is it because I have a space in my Queue (in my > alias > >> file) or what. I checked and my user IS specified with > >> joshb at netcentralinc.com in RT so it should be able to validate. Whats > > going > >> on here? > >> > >> > >> > >> -Josh > >> > >> > >> > >> ________________________________ > >> > >> > >> From: Josh Barron > >> Sent: Tuesday, October 03, 2006 6:05 PM > >> To: 'rt-users at lists.bestpractical.com' > >> Subject: RT-Mailgate Setup Errors > >> > >> > >> > >> Hi everyone, > >> > >> > >> > >> I'm having some problems setting up RT-Mailgate and as usual looking it > up > >> on the web is not helping me because of the uniqueness (and vagueness) > of > >> the error. > >> > >> > >> > >> Here is the relevant line in my postfix aliases file: > >> > >> > >> > >> correspond: "|/opt/rt/3/bin/rt-mailgate --queue Customer Support > >> --action correspond --url http://rt.netcentralinc.net/" > >> > >> > >> > >> > >> > >> I never get a failure daemon back, but the message never gets to my RT > >> instance. I've allowed rt-mailgate to access REST directory as > > mentioned in > >> the wiki (though I'm not sure how that helps). > >> > >> > >> > >> Oct 3 17:51:26 web postfix/smtpd[18695]: 62A8A88DA: > >> client=unknown[66.213.158.39] > >> > >> Oct 3 17:51:26 web postfix/smtpd[18695]: > unknown[66.213.158.39]: 250 > Ok > >> > >> Oct 3 17:51:26 web postfix/smtpd[18695]: < unknown[66.213.158.39]: > DATA > >> > >> Oct 3 17:51:26 web postfix/smtpd[18695]: > unknown[66.213.158.39]: > > 354 End > >> data with . > >> > >> Oct 3 17:51:26 web postfix/smtpd[18695]: public/cleanup socket: wanted > >> attribute: status > >> > >> Oct 3 17:51:26 web postfix/cleanup[18698]: 62A8A88DA: > >> > > message-id=< > 1CD7A3530F98054194C0E6BBDA4A68490259BF at corpmain.NetCentral.local> > >> > >> Oct 3 17:51:26 web postfix/qmgr[18465]: 62A8A88DA: > >> from=, size=2136, nrcpt=1 (queue active) > >> > >> Oct 3 17:51:26 web postfix/smtpd[18695]: input attribute name: status > >> > >> Oct 3 17:51:26 web postfix/smtpd[18695]: input attribute value: 0 > >> > >> Oct 3 17:51:26 web postfix/smtpd[18695]: public/cleanup socket: wanted > >> attribute: reason > >> > >> Oct 3 17:51:26 web postfix/smtpd[18695]: input attribute name: reason > >> > >> Oct 3 17:51:26 web postfix/smtpd[18695]: input attribute value: (end) > >> > >> Oct 3 17:51:26 web postfix/smtpd[18695]: public/cleanup socket: wanted > >> attribute: (list terminator) > >> > >> Oct 3 17:51:26 web postfix/smtpd[18695]: input attribute name: (end) > >> > >> Oct 3 17:51:26 web postfix/smtpd[18695]: > unknown[66.213.158.39]: > > 250 Ok: > >> queued as 62A8A88DA > >> > >> Oct 3 17:51:26 web postfix/smtpd[18695]: < unknown[66.213.158.39]: > QUIT > >> > >> Oct 3 17:51:26 web postfix/smtpd[18695]: > unknown[66.213.158.39]: > > 221 Bye > >> > >> Oct 3 17:51:26 web postfix/smtpd[18695]: match_hostname: unknown ~? > >> 66.213.158.32/27 > >> > >> Oct 3 17:51:26 web postfix/smtpd[18695]: match_hostaddr: 66.213.158.39~? > >> 66.213.158.32/27 > >> > >> Oct 3 17:51:26 web postfix/smtpd[18695]: disconnect from > >> unknown[66.213.158.39] > >> > >> Oct 3 17:51:26 web postfix/smtpd[18695]: master_notify: status 1 > >> > >> Oct 3 17:51:26 web postfix/smtpd[18695]: connection closed > >> > >> Oct 3 17:51:27 web postfix/local[18699]: 62A8A88DA: > >> to=, relay=local, delay=1, > status=deferred > >> (temporary failure. Command output: An Error Occurred > > ================= 403 > >> Forbidden ) > >> > >> Oct 3 17:53:06 web postfix/smtpd[18695]: rewrite stream disconnect > >> > >> Oct 3 17:53:06 web postfix/smtpd[18695]: proxymap stream disconnect > >> > >> Oct 3 17:53:06 web postfix/smtpd[18695]: idle timeout -- exiting > >> > >> > >> > >> > >> > >> What am I doing wrong? It appears that the message is just getting > > deferred > >> and held in the mail queue but I can't seem to figure out why. The > info > >> messages above seem to indicate that it doesn't know what networks it > can > >> accept mail from, even though the networks listed are on the > $My_Networks, > >> and I can send messages to other addresses on this server from the same > >> machine. It seems completely related to RT. > >> > >> > >> > >> Any ideas. I REALLY would appreciate the help > >> > >> > >> > >> Best Regards, > >> > >> > >> > >> Josh Barron > >> > >> Systems Administration > >> > >> NetCentral Inc. > >> > >> P: 208.376.3130 > >> > >> F: 208.514.4527 > >> > >> > >> _______________________________________________ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> Community help: http://wiki.bestpractical.com > > > >> Commercial support: sales at bestpractical.com > >> > >> > >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >> Buy a copy at http://rtbook.bestpractical.com > > > >> > >> > > > > > > -- > > 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 > > Have you made sure your user is listed under the Privileged group? > > -- > Mathew > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From ClancyIan at cel.ie Wed Oct 4 08:03:10 2006 From: ClancyIan at cel.ie (Ian Clancy) Date: Wed, 04 Oct 2006 13:03:10 +0100 Subject: [rt-users] Permissions to view "More about user" Message-ID: <4523A2FE.6020606@cel.ie> Hi list, I wrote a script to pull all our user information from out directory into RT. Information such as Phone Numbers etc.. that kind of thing. All this information can now be viewed from the root account but not from the other privileged accounts. What permission do i need to give to the priviliged accounts to be able to view this information ?. 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 ClancyIan at cel.ie Wed Oct 4 07:49:43 2006 From: ClancyIan at cel.ie (Ian Clancy) Date: Wed, 04 Oct 2006 12:49:43 +0100 Subject: [rt-users] zimbra and rt In-Reply-To: References: <4522DAA3.9060901@gmail.com> Message-ID: <45239FD7.4080500@cel.ie> Chaim, Weve been using Zimbra now for a couple of months. It really is excellent. I'd be interested to know what kind of integration ideas you have with RT. Regards -- Ian Clancy john habermann wrote: > On 10/4/06, Chaim Rieger wrote: >> are there any users here using or looking into zimbra > > We have been looking at it as one of the main options improving our > mail system to get better collaboration features. It looks pretty > impressive, I have signed up for a webinar they are putting on > tomorrow and downloaded the 4.0 version yesterday so I can get a bit > more of an idea of what they have to offer. > >> >> i wrote a few connectors and am thinking of writing one for the two, if >> there is a need. > > I haven't given any thought to how it works with RT but would cetainly > be interested in seeing what is possible. > > cheers > John >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > From michal.verner at pctrade.cz Wed Oct 4 07:53:50 2006 From: michal.verner at pctrade.cz (Michal Verner) Date: Wed, 4 Oct 2006 13:53:50 +0200 Subject: [rt-users] reports Message-ID: <8CC90927ADD0224987A2386C33A42113124749@pctsrv.pctrade.local> Helo , Does anybody have idea, how to set up report: We need to count together worked time of each users per day nad show it in graph... Some users work nardet than others... :-) Michal Verner -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnesaw at ucrwcu.rwc.uc.edu Wed Oct 4 08:46:54 2006 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 04 Oct 2006 08:46:54 -0400 Subject: [rt-users] Permissions to view "More about user" In-Reply-To: <4523A2FE.6020606@cel.ie> References: <4523A2FE.6020606@cel.ie> Message-ID: <4523AD3E.4070704@ucrwcu.rwc.uc.edu> I believe you need to grant AdminUsers globally to do this. I do most of mine with group rights so add/removing rights is as easy as modifying group membership. Ian Clancy wrote: > Hi list, > I wrote a script to pull all our user information from out directory > into RT. Information such as Phone Numbers etc.. that kind of thing. > All this information can now be viewed from the root account but not > from the other privileged accounts. > What permission do i need to give to the priviliged accounts to be > able to view this information ?. > Thanks > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From Michael.Peer at eurac.edu Wed Oct 4 10:33:23 2006 From: Michael.Peer at eurac.edu (Peer Michael) Date: Wed, 4 Oct 2006 16:33:23 +0200 Subject: [rt-users] (no subject) Message-ID: Hi You have to change the file User.pm when privileged user will view this information. In the diff I give privileged users permission to view comments and workphone from users. --- /opt/rt3/lib/RT/User.pm 2005-02-01 15:20:40.000000000 +0100 +++ /opt/rt3/local/lib/RT/User.pm 2006-09-29 13:59:25.000000000 +0200 @@ -770,7 +770,7 @@ Password => {read => 1, write => 1, sql_type => 12, length => 40, is_blob => 0, is_numeric => 0, type => 'varchar(40)', default => ''}, Comments => - {read => 1, write => 1, sql_type => -4, length => 0, is_blob => 1, is_numeric => 0, type => 'blob', default => ''}, + {read => 1, write => 1, public => 1, sql_type => -4, length => 0, is_blob => 1, is_numeric => 0, type => 'blob', default => ''}, Signature => {read => 1, write => 1, sql_type => -4, length => 0, is_blob => 1, is_numeric => 0, type => 'blob', default => ''}, EmailAddress => @@ -802,7 +802,7 @@ HomePhone => {read => 1, write => 1, sql_type => 12, length => 30, is_blob => 0, is_numeric => 0, type => 'varchar(30)', default => ''}, WorkPhone => - {read => 1, write => 1, sql_type => 12, length => 30, is_blob => 0, is_numeric => 0, type => 'varchar(30)', default => ''}, + {read => 1, write => 1, public => 1, sql_type => 12, length => 30, is_blob => 0, is_numeric => 0, type => 'varchar(30)', default => ''}, MobilePhone => {read => 1, write => 1, sql_type => 12, length => 30, is_blob => 0, is_numeric => 0, type => 'varchar(30)', default => ''}, PagerPhone => Michael PS: Sorry for my bad english -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ian Clancy Sent: Wednesday, 04 October, 2006 14:03 To: rt-users at lists.bestpractical.com Subject: [rt-users] Permissions to view "More about user" Hi list, I wrote a script to pull all our user information from out directory into RT. Information such as Phone Numbers etc.. that kind of thing. All this information can now be viewed from the root account but not from the other privileged accounts. What permission do i need to give to the priviliged accounts to be able to view this information ?. 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 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From Michael.Peer at eurac.edu Wed Oct 4 10:27:00 2006 From: Michael.Peer at eurac.edu (Peer Michael) Date: Wed, 4 Oct 2006 16:27:00 +0200 Subject: [rt-users] Permissions to view "More about user" In-Reply-To: <4523A2FE.6020606@cel.ie> Message-ID: Hi You have to change the file User.pm when privileged user will view this information. In the diff I give privileged users permission to view comments and workphone from users. --- /opt/rt3/lib/RT/User.pm 2005-02-01 15:20:40.000000000 +0100 +++ /opt/rt3/local/lib/RT/User.pm 2006-09-29 13:59:25.000000000 +0200 @@ -770,7 +770,7 @@ Password => {read => 1, write => 1, sql_type => 12, length => 40, is_blob => 0, is_numeric => 0, type => 'varchar(40)', default => ''}, Comments => - {read => 1, write => 1, sql_type => -4, length => 0, is_blob => 1, is_numeric => 0, type => 'blob', default => ''}, + {read => 1, write => 1, public => 1, sql_type => -4, length => 0, is_blob => 1, is_numeric => 0, type => 'blob', default => ''}, Signature => {read => 1, write => 1, sql_type => -4, length => 0, is_blob => 1, is_numeric => 0, type => 'blob', default => ''}, EmailAddress => @@ -802,7 +802,7 @@ HomePhone => {read => 1, write => 1, sql_type => 12, length => 30, is_blob => 0, is_numeric => 0, type => 'varchar(30)', default => ''}, WorkPhone => - {read => 1, write => 1, sql_type => 12, length => 30, is_blob => 0, is_numeric => 0, type => 'varchar(30)', default => ''}, + {read => 1, write => 1, public => 1, sql_type => 12, length => 30, is_blob => 0, is_numeric => 0, type => 'varchar(30)', default => ''}, MobilePhone => {read => 1, write => 1, sql_type => 12, length => 30, is_blob => 0, is_numeric => 0, type => 'varchar(30)', default => ''}, PagerPhone => Michael PS: Sorry for my bad english -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ian Clancy Sent: Wednesday, 04 October, 2006 14:03 To: rt-users at lists.bestpractical.com Subject: [rt-users] Permissions to view "More about user" Hi list, I wrote a script to pull all our user information from out directory into RT. Information such as Phone Numbers etc.. that kind of thing. All this information can now be viewed from the root account but not from the other privileged accounts. What permission do i need to give to the priviliged accounts to be able to view this information ?. 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 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From malkemad at sapienzaconsulting.com Wed Oct 4 10:36:57 2006 From: malkemad at sapienzaconsulting.com (Menno Alkemade) Date: Wed, 4 Oct 2006 16:36:57 +0200 Subject: [rt-users] date in search result not correct Message-ID: <20061004143019.M14819@sapienzaconsulting.com> Hi, I'm using RT 3.4.5 and i'm having some strange results when i search. - If i search for "created >= 03/10/2006" i get the tickets created on 02/10/2006 - If i search for "created >= 03/10/2006 00:01" i get the tickets created on 02/10/2006 - If i search for "created >= 03/10/2006 24:00" i get the tickets created on 03/10/2006 Why does "created >= 03/10/2006" give me the results for the day before ? Thanks in advance -- Sapienza Consulting LTD From jcolbert at athenahealth.com Wed Oct 4 10:30:09 2006 From: jcolbert at athenahealth.com (John Colbert) Date: Wed, 4 Oct 2006 10:30:09 -0400 Subject: [rt-users] Pre-populating TextArea in a new ticket Message-ID: <531F48A8F3595645A2A7718B344ACC9137EAA7@exchange2.corp.athenahealth.com> Hello... I've searched through various archives and online resources, and either I'm missing it or just can't seem to find an answer to what i would expect to be a simple problem to solve. I have a queue that I use for tickets relating to building out new computer systems. I would like to have new tickets that are created in this queue pop up with the text area of the ticket preformatted with text. Something along the lines of: SYSTEM NAME: _____ SERIAL NUMBER:_____ LOCATION: _____ etc... The person opening the ticket can then just fill in the blanks in the ticket. I suspect that I could to do this with custom fields, but I'm not sure how to limit things so that the custom fields would only come up in tickets opened for this particular queue and not all new tickets in all queues. Can anyone point me in the right direction on this? Thanks! Spud -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfh at pipex.net Wed Oct 4 10:56:04 2006 From: rfh at pipex.net (Roy El-Hames) Date: Wed, 04 Oct 2006 15:56:04 +0100 Subject: [rt-users] database on separate system part II Message-ID: <4523CB84.5030601@pipex.net> Hi I have a similar problem to the one discussed few days earlier .. I am upgrading rt to 3.6.1 and mysql with a remote db server .. my configure options: ./configure --with-web-user=apache --with-web-group=users --with-db-host=dbcluster01 --with-db-dba=root --with-db-rt-host=dbcluster01.mydomain.com ** I also tried ./configure --with-web-user=apache --with-web-group=users --with-db-host=dbcluster01 --with-db-dba=root at dbcluster01.mydomain.com However when trying to run /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action schema --datadir etc/upgrade/ I am getting the error :DBI connect('dbname=rt3;host=10.0.10.101','root at dbcluster01.mydomain.com',...) failed: Access denied for user 'root at dbcluster01'@'web02.mydomain.com' (using password: YES) at /opt/rt3/sbin/rt-setup-database line 170 web02 being the web server. Have I missed anything, why ist assuming that my db user is root at dbcluster01'@'web02.mydomain.com Thanks; Roy From rfh at pipex.net Wed Oct 4 11:00:06 2006 From: rfh at pipex.net (Roy El-Hames) Date: Wed, 04 Oct 2006 16:00:06 +0100 Subject: [rt-users] Pre-populating TextArea in a new ticket In-Reply-To: <531F48A8F3595645A2A7718B344ACC9137EAA7@exchange2.corp.athenahealth.com> References: <531F48A8F3595645A2A7718B344ACC9137EAA7@exchange2.corp.athenahealth.com> Message-ID: <4523CC76.6060405@pipex.net> For a start what version of rt are you using .. Custom fields can be set either globaly/or applied to particular queues/or queue specific Roy John Colbert wrote: > > Hello... I've searched through various archives and online resources, > and either I'm missing it or just can't seem to find an answer to what i > would expect to be a simple problem to solve. > > I have a queue that I use for tickets relating to building out new > computer systems. I would like to have new tickets that are created in > this queue pop up with the text area of the ticket preformatted with > text. Something along the lines of: > > SYSTEM NAME: _____ > SERIAL NUMBER:_____ > LOCATION: _____ > etc... > > The person opening the ticket can then just fill in the blanks in the > ticket. I suspect that I could to do this with custom fields, but I'm > not sure how to limit things so that the custom fields would only come > up in tickets opened for this particular queue and not all new tickets > in all queues. > > Can anyone point me in the right direction on this? > > Thanks! > > Spud > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From javoskam at uwaterloo.ca Wed Oct 4 10:48:06 2006 From: javoskam at uwaterloo.ca (Jeff Voskamp) Date: Wed, 04 Oct 2006 10:48:06 -0400 Subject: [rt-users] date in search result not correct In-Reply-To: <20061004143019.M14819@sapienzaconsulting.com> References: <20061004143019.M14819@sapienzaconsulting.com> Message-ID: <4523C9A6.2000503@uwaterloo.ca> Menno Alkemade wrote: > Hi, > > I'm using RT 3.4.5 and i'm having some strange results when i search. > > - If i search for "created >= 03/10/2006" i get the tickets created on 02/10/2006 > - If i search for "created >= 03/10/2006 00:01" i get the tickets created on > 02/10/2006 > - If i search for "created >= 03/10/2006 24:00" i get the tickets created on > 03/10/2006 > > Why does "created >= 03/10/2006" give me the results for the day before ? > > Thanks in advance > > > -- > Sapienza Consulting LTD > The search doesn't take the timezone into account. Jeff Voskamp From joshb at netcentralinc.com Wed Oct 4 11:28:59 2006 From: joshb at netcentralinc.com (Josh Barron) Date: Wed, 4 Oct 2006 09:28:59 -0600 Subject: [rt-users] RE: RT-Mailgate Setup Errors In-Reply-To: <000001c6e784$e5260010$fe01a8c0@NetCentral.local> Message-ID: <1CD7A3530F98054194C0E6BBDA4A68490259CA@corpmain.NetCentral.local> Looks like the combination of both your suggestions corrected the problem. In moving to another issue, is there a good in depth guide you know about for a full interface to RT via email? The scenario we are looking for right now is to create tickets via email (via a separate email alias, like newticket at netcentralinc.com). How is this accomplished? I have the RT Essentials book and have checked out the WIKI, and information on this seems sparse at best, with some answers just being "go write a script." Do I have to create a new alias with a new "incoming" queue? How is the email body formatted and parsed? What is the -extension=queue | action | ticket option supported by mailgate and how is it used? Thanks everyone! ________________________________ From: Torsten Brumm [mailto:torsten.brumm at googlemail.com] Sent: Wednesday, October 04, 2006 1:16 AM To: Mathew Snyder Cc: Josh Barron; rt-users at lists.bestpractical.com Subject: Re: [rt-users] RE: RT-Mailgate Setup Errors Another point to this. have you added the mailgate to the srmsh allowed list? 2006/10/4, Mathew Snyder : Josh Barron wrote: > Ok that didn't seem to solve the problem. > > When I reply to a ticket, (with the correct Ticket ID in the subject, > unchanged), i get two messages back saying the same thing: > >> RT could not load a valid user, and RT's configuration does not allow >> for the creation of a new user for this email > ( joshb at netcentralinc.com ). > > The second message has the following in addition to the message above: > "You might need to grant 'Everyone' the right 'ReplyToTicket' for the > queue Customer." > > My /etc/aliases/ looks like this: > correspond: "|/opt/rt3/bin/rt-mailgate --queue 'Customer Support' > --action correspond --url http://rt.netcentralinc.net/" > > ------------------------------------------------------------------------ > *From:* Ruslan Zakirov [mailto: ruslan.zakirov at gmail.com] > *Sent:* Tue 10/3/2006 7:00 PM > *To:* Josh Barron > *Cc:* rt-users at lists.bestpractical.com > *Subject:* Re: [rt-users] RE: RT-Mailgate Setup Errors > > use quotes: > rt-mailgate --queue 'my queue name with spaces' ... > > On 10/4/06, Josh Barron < joshb at netcentralinc.com > wrote: >> >> >> >> >> Actually I think I've made some progress. Looks like the error below was >> related specifically to apache. Now, when I try to send a message to >> correspond at netcentralinc.com, RT replies with the following: >> >> >> >> RT could not load a valid user, and RT's configuration does not allow >> for the creation of a new user for this email (joshb at netcentralinc.com). >> >> >> >> Whats up with that? Is it because I have a space in my Queue (in my alias >> file) or what. I checked and my user IS specified with >> joshb at netcentralinc.com in RT so it should be able to validate. Whats > going >> on here? >> >> >> >> -Josh >> >> >> >> ________________________________ >> >> >> From: Josh Barron >> Sent: Tuesday, October 03, 2006 6:05 PM >> To: 'rt-users at lists.bestpractical.com' >> Subject: RT-Mailgate Setup Errors >> >> >> >> Hi everyone, >> >> >> >> I'm having some problems setting up RT-Mailgate and as usual looking it up >> on the web is not helping me because of the uniqueness (and vagueness) of >> the error. >> >> >> >> Here is the relevant line in my postfix aliases file: >> >> >> >> correspond: "|/opt/rt/3/bin/rt-mailgate --queue Customer Support >> --action correspond --url http://rt.netcentralinc.net/" >> >> >> >> >> >> I never get a failure daemon back, but the message never gets to my RT >> instance. I've allowed rt-mailgate to access REST directory as > mentioned in >> the wiki (though I'm not sure how that helps). >> >> >> >> Oct 3 17:51:26 web postfix/smtpd[18695]: 62A8A88DA: >> client=unknown[66.213.158.39] >> >> Oct 3 17:51:26 web postfix/smtpd[18695]: > unknown[66.213.158.39]: 250 Ok >> >> Oct 3 17:51:26 web postfix/smtpd[18695]: < unknown[66.213.158.39]: DATA >> >> Oct 3 17:51:26 web postfix/smtpd[18695]: > unknown[ 66.213.158.39 ]: > 354 End >> data with . >> >> Oct 3 17:51:26 web postfix/smtpd[18695]: public/cleanup socket: wanted >> attribute: status >> >> Oct 3 17:51:26 web postfix/cleanup[18698]: 62A8A88DA: >> > message-id=<1CD7A3530F98054194C0E6BBDA4A68490259BF at corpmain.NetCentral.l ocal > >> >> Oct 3 17:51:26 web postfix/qmgr[18465]: 62A8A88DA: >> from=, size=2136, nrcpt=1 (queue active) >> >> Oct 3 17:51:26 web postfix/smtpd[18695]: input attribute name: status >> >> Oct 3 17:51:26 web postfix/smtpd[18695]: input attribute value: 0 >> >> Oct 3 17:51:26 web postfix/smtpd[18695]: public/cleanup socket: wanted >> attribute: reason >> >> Oct 3 17:51:26 web postfix/smtpd[18695]: input attribute name: reason >> >> Oct 3 17:51:26 web postfix/smtpd[18695]: input attribute value: (end) >> >> Oct 3 17:51:26 web postfix/smtpd[18695]: public/cleanup socket: wanted >> attribute: (list terminator) >> >> Oct 3 17:51:26 web postfix/smtpd[18695]: input attribute name: (end) >> >> Oct 3 17:51:26 web postfix/smtpd[18695]: > unknown[66.213.158.39]: > 250 Ok: >> queued as 62A8A88DA >> >> Oct 3 17:51:26 web postfix/smtpd[18695]: < unknown[ 66.213.158.39]: QUIT >> >> Oct 3 17:51:26 web postfix/smtpd[18695]: > unknown[66.213.158.39]: > 221 Bye >> >> Oct 3 17:51:26 web postfix/smtpd[18695]: match_hostname: unknown ~? >> 66.213.158.32/27 >> >> Oct 3 17:51:26 web postfix/smtpd[18695]: match_hostaddr: 66.213.158.39 ~? >> 66.213.158.32/27 >> >> Oct 3 17:51:26 web postfix/smtpd[18695]: disconnect from >> unknown[66.213.158.39] >> >> Oct 3 17:51:26 web postfix/smtpd[18695]: master_notify: status 1 >> >> Oct 3 17:51:26 web postfix/smtpd[18695]: connection closed >> >> Oct 3 17:51:27 web postfix/local[18699]: 62A8A88DA: >> to=< correspond at netcentralinc.net >, relay=local, delay=1, status=deferred >> (temporary failure. Command output: An Error Occurred > ================= 403 >> Forbidden ) >> >> Oct 3 17:53:06 web postfix/smtpd[18695]: rewrite stream disconnect >> >> Oct 3 17:53:06 web postfix/smtpd[18695]: proxymap stream disconnect >> >> Oct 3 17:53:06 web postfix/smtpd[18695]: idle timeout -- exiting >> >> >> >> >> >> What am I doing wrong? It appears that the message is just getting > deferred >> and held in the mail queue but I can't seem to figure out why. The info >> messages above seem to indicate that it doesn't know what networks it can >> accept mail from, even though the networks listed are on the $My_Networks, >> and I can send messages to other addresses on this server from the same >> machine. It seems completely related to RT. >> >> >> >> Any ideas. I REALLY would appreciate the help >> >> >> >> Best Regards, >> >> >> >> Josh Barron >> >> Systems Administration >> >> NetCentral Inc. >> >> P: 208.376.3130 >> >> F: 208.514.4527 >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com > >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > < http://rtbook.bestpractical.com/> >> >> > > > -- > 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 Have you made sure your user is listed under the Privileged group? -- Mathew _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From mouse at Rodents.Montreal.QC.CA Wed Oct 4 12:00:24 2006 From: mouse at Rodents.Montreal.QC.CA (der Mouse) Date: Wed, 4 Oct 2006 12:00:24 -0400 (EDT) Subject: [rt-users] date in search result not correct In-Reply-To: <20061004143019.M14819@sapienzaconsulting.com> References: <20061004143019.M14819@sapienzaconsulting.com> Message-ID: <200610041603.MAA12300@Sparkle.Rodents.Montreal.QC.CA> > - If i search for "created >= 03/10/2006" i get the tickets created > on 02/10/2006 > - If i search for "created >= 03/10/2006 00:01" i get the tickets > created on 02/10/2006 > - If i search for "created >= 03/10/2006 24:00" i get the tickets > created on 03/10/2006 Just a guess, but could this be a timezone issue? If (for example) you're five hours from UTC, does a search for tickets >= some day return all tickets for the day before, or only tickets in the last five hours of the day before? /~\ The ASCII der Mouse \ / Ribbon Campaign X Against HTML mouse at rodents.montreal.qc.ca / \ Email! 7D C8 61 52 5D E7 2D 39 4E F1 31 3E E8 B3 27 4B From chaim.rieger at gmail.com Wed Oct 4 12:35:18 2006 From: chaim.rieger at gmail.com (Chaim Rieger) Date: Wed, 04 Oct 2006 09:35:18 -0700 Subject: [rt-users] zimbra and rt In-Reply-To: <45239FD7.4080500@cel.ie> References: <4522DAA3.9060901@gmail.com> <45239FD7.4080500@cel.ie> Message-ID: <4523E2C6.4080805@gmail.com> Ian Clancy wrote: > Chaim, > Weve been using Zimbra now for a couple of months. It really is > excellent. > I'd be interested to know what kind of integration ideas you have with > RT. > Regards > here are my ideas, since most users will use zimbra for ent email and messaging, i can create code within zimbra that when a certain syntax shows up in any email header ie (domain.tld #48087) when you hover above that email it will grab the data directly from rt, and display requestor, status, etc..... From ocraig at stillsecure.com Wed Oct 4 13:57:27 2006 From: ocraig at stillsecure.com (Ole Craig) Date: Wed, 04 Oct 2006 11:57:27 -0600 Subject: [rt-users] Sort Order of Custom Fields in rt 3.6.1 In-Reply-To: <20060928184652.GU10042@bestpractical.com> References: <5489525.1159283856384.SLOX.WebMail.wwwrun@imap.multamedio.de> <20060928184652.GU10042@bestpractical.com> Message-ID: <1159984647.31136.297.camel@hex.latis.com> On Thu, 2006-09-28 at 14:46 -0400, Jesse Vincent wrote: > > >> So i came back to 3.6.0 and paradoxically the problem still exists! > > > > > > I'm betting that this is due to an upgraded DBIx::SearchBuilder. Just > > > out of curiosity, what database are you on? > > > > Our RT Installation uses PostgreSQL 8.0.3. > > [...] > Ok. Yes, this is a known bug (and one that it turns out is going to be a > real pain to fix) Jesse - Is that the case for all combinations? I'm running into a similar CF sort problem with MySQL 4.1 and 3.6.0. (DBIx-SearchBuilder-1.43). -- /Ole Craig Security Engineer Team lead, customer support 303-381-3802 (main support hotline) 303-381-3824 (my direct line) 303-381-3801 (fax) www.stillsecure.com . . . From jmhanks1373 at hotmail.com Wed Oct 4 15:02:59 2006 From: jmhanks1373 at hotmail.com (Jared Hanks) Date: Wed, 04 Oct 2006 12:02:59 -0700 Subject: [rt-users] 3.6.1 Search - highest priority tickets for my department Message-ID: I upgraded from 3.4.3 to 3.6.1 and found the way the Homepage searches are done are is different between the two versions. In 3.4.3 I had a custom search for "Highest priority tickets in my department". In 3.4.3 I created a local/html/Elements/MyGroupTickets with the following: ------------------------------------------ <&|/Elements/TitleBox, title => loc('[_1] highest priority tickets in my department', $rows), title_href => "Search/Results.html".$QueryString &> <& /Elements/TicketList, Format => "'__id__/TITLE:#', '__Subject__/TITLE:Subject', Priority, QueueName, ExtendedStatus, LastUpdated", Query => $Query, OrderBy => 'Priority', Order => 'DESC', Rows => $rows, ShowNavigation => 0 &> <%init> my $rows = $RT::MyTicketsLength; my $UserObjId = $session{'CurrentUser'}->Id; my $UserObj = RT::User->new(RT::CurrentUser->new($RT::SystemUser)); my $UserLoaded = $UserObj->Load($UserObjId); my $MyGroupObj = $UserObj->OwnGroups; my $MyFirstGroupObj = $MyGroupObj->Next; my $MyFirstGroupObjId = $MyFirstGroupObj->Id; my $MyFirstGroupObjName = $MyFirstGroupObj->Name; my $Query = " Queue = '$MyFirstGroupObjName' AND ( Status = 'new' OR Status = 'open' OR Status = 'stalled')"; my $QueryString = ""; $QueryString = '?' . $m->comp('/Elements/QueryString', Query => $Query, Order => 'DESC', OrderBy => 'Priority') if ($Query); ----------------------------------------- and in share/html/index.html I have the following snippet: ... <& /Elements/ListActions, actions => \@results &>
<& /Elements/MyTickets &>
<& /Elements/MyRequests &>
<& /Elements/MyGroupTickets &>
<& /Elements/Quicksearch &>
<%init> ... In 3.6.1, I've done the same as I did in 3.4.3, except instead of putting <& /Elements/MyGroupTickets &> in index.html I put it in Elements/MyRT to look like this...
% for my $portlet (@{$portlets->{body}}) { <% _show($portlet) %>
% } %#GAH! <& /Elements/MyGroupTickets &>
% for my $portlet (@{$portlets->{summary}}) { <% _show($portlet) %>
% }
<%INIT> ----------- I am able to get the query title to show up on the homepage, but the actual query itself doesn't show up. I am able to click on the link and the query will show up on the next page (like a normal search built through the Search Builder). How can I get my MyGroupTickets query to show up on the Homepage for everyone? Any help is greatly appreciated. Thanks, Jared _________________________________________________________________ Be seen and heard with Windows Live Messenger and Microsoft LifeCams http://clk.atdmt.com/MSN/go/msnnkwme0020000001msn/direct/01/?href=http://www.microsoft.com/hardware/digitalcommunication/default.mspx?locale=en-us&source=hmtagline From pkime at Shopzilla.com Wed Oct 4 14:59:23 2006 From: pkime at Shopzilla.com (Philip Kime) Date: Wed, 4 Oct 2006 11:59:23 -0700 Subject: [rt-users] Problem creating users when LDAP overlay is enabled Message-ID: <9C0091F428E697439E7A773FFD083427435A15@szexchange.Shopzilla.inc> I am using the LDAP code from http://wiki.bestpractical.com/?LDAP and it's working fine but when I try to create a new user in RT, I get: User could not be created: Could not set user info I have LDAP auth first and I am using the LDAP auto-create callback. Any ideas? Should it be trying to set the information in LDAP when I create a new user and if so, that means I need to use an LDAP account in the configs which has write access to AD? PK -- Philip Kime NOPS Systems Architect 310 401 0407 -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Wed Oct 4 17:40:58 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 5 Oct 2006 01:40:58 +0400 Subject: [rt-users] Sort Order of Custom Fields in rt 3.6.1 In-Reply-To: <1159984647.31136.297.camel@hex.latis.com> References: <5489525.1159283856384.SLOX.WebMail.wwwrun@imap.multamedio.de> <20060928184652.GU10042@bestpractical.com> <1159984647.31136.297.camel@hex.latis.com> Message-ID: <589c94400610041440n184535afi3c6f8d2d8232a2e4@mail.gmail.com> On 10/4/06, Ole Craig wrote: > On Thu, 2006-09-28 at 14:46 -0400, Jesse Vincent wrote: > > > >> So i came back to 3.6.0 and paradoxically the problem still exists! > > > > > > > > I'm betting that this is due to an upgraded DBIx::SearchBuilder. Just > > > > out of curiosity, what database are you on? > > > > > > Our RT Installation uses PostgreSQL 8.0.3. > > > > [...] > > Ok. Yes, this is a known bug (and one that it turns out is going to be a > > real pain to fix) > > Jesse - > Is that the case for all combinations? I'm running into a > similar CF sort problem with MySQL 4.1 and 3.6.0. > (DBIx-SearchBuilder-1.43). CF sorting in MySQL should work. > > > > -- > /Ole Craig > Security Engineer > Team lead, customer support > > 303-381-3802 (main support hotline) > 303-381-3824 (my direct line) > 303-381-3801 (fax) > > www.stillsecure.com > . . . > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ocraig at stillsecure.com Wed Oct 4 18:51:31 2006 From: ocraig at stillsecure.com (Ole Craig) Date: Wed, 04 Oct 2006 16:51:31 -0600 Subject: [rt-users] Sort Order of Custom Fields in rt 3.6.1 In-Reply-To: <589c94400610041440n184535afi3c6f8d2d8232a2e4@mail.gmail.com> References: <5489525.1159283856384.SLOX.WebMail.wwwrun@imap.multamedio.de> <20060928184652.GU10042@bestpractical.com> <1159984647.31136.297.camel@hex.latis.com> <589c94400610041440n184535afi3c6f8d2d8232a2e4@mail.gmail.com> Message-ID: <1160002291.31136.364.camel@hex.latis.com> On Thu, 2006-10-05 at 01:40 +0400, Ruslan Zakirov wrote: > On 10/4/06, Ole Craig wrote: > > On Thu, 2006-09-28 at 14:46 -0400, Jesse Vincent wrote: > > > > >> So i came back to 3.6.0 and paradoxically the problem still exists! > > > > > > > > > > I'm betting that this is due to an upgraded DBIx::SearchBuilder. Just > > > > > out of curiosity, what database are you on? > > > > > > > > Our RT Installation uses PostgreSQL 8.0.3. > > > > > > [...] > > > Ok. Yes, this is a known bug (and one that it turns out is going to be a > > > real pain to fix) > > > > Jesse - > > Is that the case for all combinations? I'm running into a > > similar CF sort problem with MySQL 4.1 and 3.6.0. > > (DBIx-SearchBuilder-1.43). > CF sorting in MySQL should work. Guess I'm just lucky... I've got a select-one-value Ticket CF named "Severity" which currently has the following possible name values: '1 - CRITICAL' '2 - Major' '3 - Minor' '4 - Informational' (sort ordering is 1234 and the value name begins with the appropriate digit as well.) If I sort my "N" highest priority tickets at-a-glance page on that CF (and that CF alone, all other sort bars are set to "none") I get a random list. At the moment, it looks like this: 3 - Minor 3 - Minor 1 - CRITICAL 2 - Major 2 - Major 4 - Informational 2 - Major 3 - Minor [...] No other order is apparent in the ticket list. Thoughts? -- /Ole Craig Security Engineer Team lead, customer support 303-381-3802 (main support hotline) 303-381-3824 (my direct line) 303-381-3801 (fax) www.stillsecure.com . . . From ruslan.zakirov at gmail.com Wed Oct 4 19:30:31 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 5 Oct 2006 03:30:31 +0400 Subject: [rt-users] Sort Order of Custom Fields in rt 3.6.1 In-Reply-To: <1160002291.31136.364.camel@hex.latis.com> References: <5489525.1159283856384.SLOX.WebMail.wwwrun@imap.multamedio.de> <20060928184652.GU10042@bestpractical.com> <1159984647.31136.297.camel@hex.latis.com> <589c94400610041440n184535afi3c6f8d2d8232a2e4@mail.gmail.com> <1160002291.31136.364.camel@hex.latis.com> Message-ID: <589c94400610041630q27649f74t7b49cde41b73c7a@mail.gmail.com> sorry, I didn't test now I see that it's broken on mysql too :( On 10/5/06, Ole Craig wrote: > On Thu, 2006-10-05 at 01:40 +0400, Ruslan Zakirov wrote: > > On 10/4/06, Ole Craig wrote: > > > On Thu, 2006-09-28 at 14:46 -0400, Jesse Vincent wrote: > > > > > >> So i came back to 3.6.0 and paradoxically the problem still exists! > > > > > > > > > > > > I'm betting that this is due to an upgraded DBIx::SearchBuilder. Just > > > > > > out of curiosity, what database are you on? > > > > > > > > > > Our RT Installation uses PostgreSQL 8.0.3. > > > > > > > > [...] > > > > Ok. Yes, this is a known bug (and one that it turns out is going to be a > > > > real pain to fix) > > > > > > Jesse - > > > Is that the case for all combinations? I'm running into a > > > similar CF sort problem with MySQL 4.1 and 3.6.0. > > > (DBIx-SearchBuilder-1.43). > > CF sorting in MySQL should work. > > Guess I'm just lucky... I've got a select-one-value Ticket CF named > "Severity" which currently has the following possible name values: > > '1 - CRITICAL' > '2 - Major' > '3 - Minor' > '4 - Informational' > > (sort ordering is 1234 and the value name begins with the appropriate > digit as well.) > > If I sort my "N" highest priority tickets at-a-glance page on that CF > (and that CF alone, all other sort bars are set to "none") I get a > random list. At the moment, it looks like this: > > 3 - Minor > 3 - Minor > 1 - CRITICAL > 2 - Major > 2 - Major > 4 - Informational > 2 - Major > 3 - Minor > [...] > > No other order is apparent in the ticket list. > > Thoughts? > > > -- > /Ole Craig > Security Engineer > Team lead, customer support > > 303-381-3802 (main support hotline) > 303-381-3824 (my direct line) > 303-381-3801 (fax) > > www.stillsecure.com > . . . > -- Best regards, Ruslan. From matt.higgins at gmail.com Wed Oct 4 23:45:37 2006 From: matt.higgins at gmail.com (Matt Higgins) Date: Wed, 4 Oct 2006 23:45:37 -0400 Subject: [rt-users] MyRT line 75 Can't call method "Content" Message-ID: <950550040610042045p73854c66m3de6a7a9c1f7f55f@mail.gmail.com> I saw another post on this in the archive and the answer was to check the README and run the db updates. I am upgrading from 3.4.2 and when I run make upgrade i see nothing in /path/to/rt/etc/upgrade .. I don't see that dir at all? I also got the sources for 3.4.2 and 3.6.1 and diffed the mysql schema and they only differ in one index ? Any Ideas ? -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Thu Oct 5 00:15:10 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 5 Oct 2006 00:15:10 -0400 Subject: [rt-users] MyRT line 75 Can't call method "Content" In-Reply-To: <950550040610042045p73854c66m3de6a7a9c1f7f55f@mail.gmail.com> References: <950550040610042045p73854c66m3de6a7a9c1f7f55f@mail.gmail.com> Message-ID: <20061005041510.GL10042@bestpractical.com> you missed content files in etc/upgrade On Wed, Oct 04, 2006 at 11:45:37PM -0400, Matt Higgins wrote: > I saw another post on this in the archive and the answer was to check the > README and run the db updates. I am upgrading from 3.4.2 and when I run make > upgrade i see nothing in /path/to/rt/etc/upgrade .. I don't see that dir at > all? I also got the sources for 3.4.2 and 3.6.1 and diffed the mysql schema > and they only differ in one index ? 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 -- From jesse at bestpractical.com Thu Oct 5 00:52:15 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 5 Oct 2006 00:52:15 -0400 Subject: [rt-users] CommitBit, a new toy from the makers of RT Message-ID: <9843934A-5B90-4644-824C-EDA98A2B0AF8@bestpractical.com> We've been opening up our code a bit lately. I know that sounds weird coming from an open source company, but we've traditionally been very, very cautious with who gets a "commit bit" to our products. Only two or three people outside Best Practical have commit rights to RT. SVK has a richer cast of characters. With Jifty, we've fully embraced Audrey Tang's methodology. When she's feeling confrontational, she calls it "Anarchistic Development." When she's talking to folks with a more Web 2.0 bent, she calls it "Wiki Style Development". Just about anybody who shows up has commit privileges thrust upon them. It's worked amazingly well for Pugs. So we figured we'd try it for Jifty. If we were hosting Jifty somewhere like SourceForge or Google Code, we could just add people by email address and the system would take care of sending them email, getting them a password and so on. We really prefer to host things locally, which left us in a bit of a vacuum. We couldn't find a single good tool for handing out commit bits and managing projects in a Subversion repository. I bet you can tell where this is going. We've got another new project. Ladies and Gentlemen, please allow me to present CommitBit, a subversion access management system with built in support for a "code.example.com" style project directory. CommitBit lets you, the administrator, set up repositories and projects through a simple web interface. You can grant an individual a commit or admin bit to a specific project just by typing his or her email address into CommitBit's web ui. Project administrators can, somewhat unsurprisingly, grant commit or admin bits to others through the same interface. CommitBit takes care of notifying the new project member, setting up their password and so on. On the backend, CommitBit can set up new subversion repositories or work with preexisting local repositories. It manages a bunch of files so you don't have to: * htpasswd files for svn over WebDAV * passwd files for svnserve * authz files that work with both * an apache2 configuration snippet On the "codedot" side, you a project listing, the ability to spotlight whatever's currently hot and per-project overview pages with lists of committers, pointers to your bug tracker, wiki, mailing lists, Subversion repository, repository browser and so on. If you're interested in CommitBit, you can find out more about it at code.bestpractical.com: http://code.bestpractical.com/project/CommitBit Best, Jesse -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From torsten.brumm at googlemail.com Thu Oct 5 02:28:41 2006 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Thu, 5 Oct 2006 08:28:41 +0200 Subject: [rt-users] Sort Order of Custom Fields in rt 3.6.1 In-Reply-To: <589c94400610041630q27649f74t7b49cde41b73c7a@mail.gmail.com> References: <5489525.1159283856384.SLOX.WebMail.wwwrun@imap.multamedio.de> <20060928184652.GU10042@bestpractical.com> <1159984647.31136.297.camel@hex.latis.com> <589c94400610041440n184535afi3c6f8d2d8232a2e4@mail.gmail.com> <1160002291.31136.364.camel@hex.latis.com> <589c94400610041630q27649f74t7b49cde41b73c7a@mail.gmail.com> Message-ID: Yes, and it is broken in 3.6.1 too :-( Torsten 2006/10/5, Ruslan Zakirov : > > sorry, I didn't test now I see that it's broken on mysql too :( > > On 10/5/06, Ole Craig wrote: > > On Thu, 2006-10-05 at 01:40 +0400, Ruslan Zakirov wrote: > > > On 10/4/06, Ole Craig wrote: > > > > On Thu, 2006-09-28 at 14:46 -0400, Jesse Vincent wrote: > > > > > > >> So i came back to 3.6.0 and paradoxically the problem still > exists! > > > > > > > > > > > > > > I'm betting that this is due to an upgraded > DBIx::SearchBuilder. Just > > > > > > > out of curiosity, what database are you on? > > > > > > > > > > > > Our RT Installation uses PostgreSQL 8.0.3. > > > > > > > > > > [...] > > > > > Ok. Yes, this is a known bug (and one that it turns out is going > to be a > > > > > real pain to fix) > > > > > > > > Jesse - > > > > Is that the case for all combinations? I'm running into a > > > > similar CF sort problem with MySQL 4.1 and 3.6.0. > > > > (DBIx-SearchBuilder-1.43). > > > CF sorting in MySQL should work. > > > > Guess I'm just lucky... I've got a select-one-value Ticket CF named > > "Severity" which currently has the following possible name values: > > > > '1 - CRITICAL' > > '2 - Major' > > '3 - Minor' > > '4 - Informational' > > > > (sort ordering is 1234 and the value name begins with the appropriate > > digit as well.) > > > > If I sort my "N" highest priority tickets at-a-glance page on that CF > > (and that CF alone, all other sort bars are set to "none") I get a > > random list. At the moment, it looks like this: > > > > 3 - Minor > > 3 - Minor > > 1 - CRITICAL > > 2 - Major > > 2 - Major > > 4 - Informational > > 2 - Major > > 3 - Minor > > [...] > > > > No other order is apparent in the ticket list. > > > > Thoughts? > > > > > > -- > > /Ole Craig > > Security Engineer > > Team lead, customer support > > > > 303-381-3802 (main support hotline) > > 303-381-3824 (my direct line) > > 303-381-3801 (fax) > > > > www.stillsecure.com > > . . . > > > > > -- > 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 > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at googlemail.com Thu Oct 5 02:32:57 2006 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Thu, 5 Oct 2006 08:32:57 +0200 Subject: [rt-users] RE: RT-Mailgate Setup Errors In-Reply-To: <1CD7A3530F98054194C0E6BBDA4A68490259CA@corpmain.NetCentral.local> References: <000001c6e784$e5260010$fe01a8c0@NetCentral.local> <1CD7A3530F98054194C0E6BBDA4A68490259CA@corpmain.NetCentral.local> Message-ID: Check out the BPS SVN, the is a RTx called CommandByMail, this will offer you all the needed things Torsten 2006/10/4, Josh Barron : > > Looks like the combination of both your suggestions corrected the > problem. > > > > In moving to another issue, is there a good in depth guide you know about > for a full interface to RT via email? The scenario we are looking for right > now is to create tickets via email (via a separate email alias, like > newticket at netcentralinc.com). How is this accomplished? > > > > I have the RT Essentials book and have checked out the WIKI, and > information on this seems sparse at best, with some answers just being "go > write a script." > > Do I have to create a new alias with a new "incoming" queue? How is the > email body formatted and parsed? What is the ?extension=queue | action | > ticket option supported by mailgate and how is it used? > > > > > > Thanks everyone! > > > ------------------------------ > > *From:* Torsten Brumm [mailto:torsten.brumm at googlemail.com] > *Sent:* Wednesday, October 04, 2006 1:16 AM > *To:* Mathew Snyder > *Cc:* Josh Barron; rt-users at lists.bestpractical.com > *Subject:* Re: [rt-users] RE: RT-Mailgate Setup Errors > > > > Another point to this. have you added the mailgate to the srmsh allowed > list? > > 2006/10/4, Mathew Snyder : > > Josh Barron wrote: > > Ok that didn't seem to solve the problem. > > > > When I reply to a ticket, (with the correct Ticket ID in the subject, > > unchanged), i get two messages back saying the same thing: > > > >> RT could not load a valid user, and RT's configuration does not allow > >> for the creation of a new user for this email > > ( joshb at netcentralinc.com ). > > > > The second message has the following in addition to the message above: > > "You might need to grant 'Everyone' the right 'ReplyToTicket' for the > > queue Customer." > > > > My /etc/aliases/ looks like this: > > correspond: "|/opt/rt3/bin/rt-mailgate --queue 'Customer Support' > > --action correspond --url http://rt.netcentralinc.net/" > > > > ------------------------------------------------------------------------ > > *From:* Ruslan Zakirov [mailto: ruslan.zakirov at gmail.com] > > *Sent:* Tue 10/3/2006 7:00 PM > > *To:* Josh Barron > > *Cc:* rt-users at lists.bestpractical.com > > *Subject:* Re: [rt-users] RE: RT-Mailgate Setup Errors > > > > use quotes: > > rt-mailgate --queue 'my queue name with spaces' ... > > > > On 10/4/06, Josh Barron < joshb at netcentralinc.com> wrote: > >> > >> > >> > >> > >> Actually I think I've made some progress. Looks like the error below > was > >> related specifically to apache. Now, when I try to send a message to > >> correspond at netcentralinc.com, RT replies with the following: > >> > >> > >> > >> RT could not load a valid user, and RT's configuration does not allow > >> for the creation of a new user for this email (joshb at netcentralinc.com > ). > >> > >> > >> > >> Whats up with that? Is it because I have a space in my Queue (in my > alias > >> file) or what. I checked and my user IS specified with > >> joshb at netcentralinc.com in RT so it should be able to validate. Whats > > going > >> on here? > >> > >> > >> > >> -Josh > >> > >> > >> > >> ________________________________ > >> > >> > >> From: Josh Barron > >> Sent: Tuesday, October 03, 2006 6:05 PM > >> To: 'rt-users at lists.bestpractical.com' > >> Subject: RT-Mailgate Setup Errors > >> > >> > >> > >> Hi everyone, > >> > >> > >> > >> I'm having some problems setting up RT-Mailgate and as usual looking it > up > >> on the web is not helping me because of the uniqueness (and vagueness) > of > >> the error. > >> > >> > >> > >> Here is the relevant line in my postfix aliases file: > >> > >> > >> > >> correspond: "|/opt/rt/3/bin/rt-mailgate --queue Customer Support > >> --action correspond --url http://rt.netcentralinc.net/" > >> > >> > >> > >> > >> > >> I never get a failure daemon back, but the message never gets to my RT > >> instance. I've allowed rt-mailgate to access REST directory as > > mentioned in > >> the wiki (though I'm not sure how that helps). > >> > >> > >> > >> Oct 3 17:51:26 web postfix/smtpd[18695]: 62A8A88DA: > >> client=unknown[66.213.158.39] > >> > >> Oct 3 17:51:26 web postfix/smtpd[18695]: > unknown[66.213.158.39]: 250 > Ok > >> > >> Oct 3 17:51:26 web postfix/smtpd[18695]: < unknown[66.213.158.39]: > DATA > >> > >> Oct 3 17:51:26 web postfix/smtpd[18695]: > unknown[ 66.213.158.39]: > > 354 End > >> data with . > >> > >> Oct 3 17:51:26 web postfix/smtpd[18695]: public/cleanup socket: wanted > >> attribute: status > >> > >> Oct 3 17:51:26 web postfix/cleanup[18698]: 62A8A88DA: > >> > > message-id=<1CD7A3530F98054194C0E6BBDA4A68490259BF at corpmain.NetCentral.local > > > >> > >> Oct 3 17:51:26 web postfix/qmgr[18465]: 62A8A88DA: > >> from=, size=2136, nrcpt=1 (queue active) > >> > >> Oct 3 17:51:26 web postfix/smtpd[18695]: input attribute name: status > >> > >> Oct 3 17:51:26 web postfix/smtpd[18695]: input attribute value: 0 > >> > >> Oct 3 17:51:26 web postfix/smtpd[18695]: public/cleanup socket: wanted > > >> attribute: reason > >> > >> Oct 3 17:51:26 web postfix/smtpd[18695]: input attribute name: reason > >> > >> Oct 3 17:51:26 web postfix/smtpd[18695]: input attribute value: (end) > >> > >> Oct 3 17:51:26 web postfix/smtpd[18695]: public/cleanup socket: wanted > >> attribute: (list terminator) > >> > >> Oct 3 17:51:26 web postfix/smtpd[18695]: input attribute name: (end) > >> > >> Oct 3 17:51:26 web postfix/smtpd[18695]: > unknown[66.213.158.39]: > > 250 Ok: > >> queued as 62A8A88DA > >> > >> Oct 3 17:51:26 web postfix/smtpd[18695]: < unknown[ 66.213.158.39]: > QUIT > >> > >> Oct 3 17:51:26 web postfix/smtpd[18695]: > unknown[66.213.158.39]: > > 221 Bye > >> > >> Oct 3 17:51:26 web postfix/smtpd[18695]: match_hostname: unknown ~? > >> 66.213.158.32/27 > >> > >> Oct 3 17:51:26 web postfix/smtpd[18695]: match_hostaddr: 66.213.158.39~? > >> 66.213.158.32/27 > >> > >> Oct 3 17:51:26 web postfix/smtpd[18695]: disconnect from > >> unknown[66.213.158.39] > >> > >> Oct 3 17:51:26 web postfix/smtpd[18695]: master_notify: status 1 > >> > >> Oct 3 17:51:26 web postfix/smtpd[18695]: connection closed > >> > >> Oct 3 17:51:27 web postfix/local[18699]: 62A8A88DA: > >> to=< correspond at netcentralinc.net>, relay=local, delay=1, > status=deferred > >> (temporary failure. Command output: An Error Occurred > > ================= 403 > >> Forbidden ) > >> > >> Oct 3 17:53:06 web postfix/smtpd[18695]: rewrite stream disconnect > >> > >> Oct 3 17:53:06 web postfix/smtpd[18695]: proxymap stream disconnect > >> > >> Oct 3 17:53:06 web postfix/smtpd[18695]: idle timeout -- exiting > >> > >> > >> > >> > >> > >> What am I doing wrong? It appears that the message is just getting > > deferred > >> and held in the mail queue but I can't seem to figure out why. The > info > >> messages above seem to indicate that it doesn't know what networks it > can > >> accept mail from, even though the networks listed are on the > $My_Networks, > >> and I can send messages to other addresses on this server from the same > >> machine. It seems completely related to RT. > >> > >> > >> > >> Any ideas. I REALLY would appreciate the help > >> > >> > >> > >> Best Regards, > >> > >> > >> > >> Josh Barron > >> > >> Systems Administration > >> > >> NetCentral Inc. > >> > >> P: 208.376.3130 > >> > >> F: 208.514.4527 > >> > >> > >> _______________________________________________ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> Community help: http://wiki.bestpractical.com > > > >> Commercial support: sales at bestpractical.com > >> > >> > >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >> Buy a copy at http://rtbook.bestpractical.com > > < http://rtbook.bestpractical.com/> > >> > >> > > > > > > -- > > 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 > > Have you made sure your user is listed under the Privileged group? > > -- > Mathew > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > > > -- > MFG > > Torsten Brumm > > http://www.torsten-brumm.de > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From JoopvandeWege at mococo.nl Thu Oct 5 03:09:23 2006 From: JoopvandeWege at mococo.nl (Joop) Date: Thu, 05 Oct 2006 09:09:23 +0200 Subject: [rt-users] Sort Order of Custom Fields in rt 3.6.1 In-Reply-To: <20061004233041.737E64D82A5@diesel.bestpractical.com> References: <20061004233041.737E64D82A5@diesel.bestpractical.com> Message-ID: <4524AFA3.8070806@mococo.nl> Hello Ole, > On Thu, 2006-09-28 at 14:46 -0400, Jesse Vincent wrote: >>>>> So i came back to 3.6.0 and paradoxically the problem still exists! >>>> I'm betting that this is due to an upgraded DBIx::SearchBuilder. Just >>>> out of curiosity, what database are you on? >>> Our RT Installation uses PostgreSQL 8.0.3. >>> > [...] >> Ok. Yes, this is a known bug (and one that it turns out is going to be a >> real pain to fix) > > Jesse - > Is that the case for all combinations? I'm running into a > similar CF sort problem with MySQL 4.1 and 3.6.0. > (DBIx-SearchBuilder-1.43). I wrote the following to rt-devel last april: === Hello All, I have been reading up on SELECTs and ORDER BY and GROUP BY and having a chat with my DBA and we have come to the conclusion that the following piece of code from DBIx/SearchBuilder/Handle/Oracle.pm is plain wrong. sub DistinctQuery { my $self = shift; my $statementref = shift; my $sb = shift; my $table = $sb->Table; # Wrap select query in a sub select as Oracle doesn't allow # DISTINCT against CLOB/BLOB column types. if ($sb->_OrderClause =~ /(?{group_by} = [@{$sb->{group_by} || []}, {FIELD => 'id'}]; local $sb->{order_by} = [map {($_->{ALIAS} and $_->{ALIAS} ne "main") ? {%{$_}, FIELD => "min(".$_->{FIELD}.")"}: $_} @{$sb->{order_by}}]; my $group = $sb->_GroupClause; my $order = $sb->_OrderClause; $$statementref = "SELECT main.* FROM ( SELECT main.id FROM $$statementref $group $order ) distinctquery, $table main WHERE (main.id = distinctquery.id)"; } else { $$statementref = "SELECT main.* FROM ( SELECT DISTINCT main.id FROM $$statementref ) distinctquery, $table main WHERE (main.id = distinctquery.id) "; $$statementref .= $sb->_GroupClause; $$statementref .= $sb->_OrderClause; } } We have no clue whatsoever where that comment about orderby not being the main table is going to need a groupby. This is at least not true for Oracle 9i, never has been and can be removed. This solves the ordering problem with customfields with one side note that to be 100% sure that you get the desired order you would need to have the sub select in the order by clause, as explained in the previous post. By looking at the svn repository I can see that 4254 is the last change and it was introduced then. Looks like it is verbatim copied from Pg.pm where this might be true. Joop === I have gone ahead and modified SearchBuilder todo what I described and the customer so far is very pleased ;-) Jesse did indicate that Alex made the change in the Progress part of SB and it looked like it was copied verbatim to the other database drivers, at least it was copied to Oracle.pm, don't know about MySQL. The relevant SVN change is: 4254 Hope this helps for you all, Joop From malkemad at sapienzaconsulting.com Thu Oct 5 03:52:40 2006 From: malkemad at sapienzaconsulting.com (Menno Alkemade) Date: Thu, 5 Oct 2006 09:52:40 +0200 Subject: [rt-users] date in search result not correct In-Reply-To: <200610041603.MAA12300@Sparkle.Rodents.Montreal.QC.CA> References: <20061004143019.M14819@sapienzaconsulting.com> <200610041603.MAA12300@Sparkle.Rodents.Montreal.QC.CA> Message-ID: <20061005075210.M722@sapienzaconsulting.com> On Wed, 4 Oct 2006 12:00:24 -0400 (EDT), der Mouse wrote > > - If i search for "created >= 03/10/2006" i get the tickets created > > on 02/10/2006 > > - If i search for "created >= 03/10/2006 00:01" i get the tickets > > created on 02/10/2006 > > - If i search for "created >= 03/10/2006 24:00" i get the tickets > > created on 03/10/2006 > > Just a guess, but could this be a timezone issue? > > If (for example) you're five hours from UTC, does a search for > tickets >= some day return all tickets for the day before, or only > tickets in the last five hours of the day before? > > /~\ The ASCII der Mouse > \ / Ribbon Campaign > X Against HTML mouse at rodents.montreal.qc.ca > / \ Email! 7D C8 61 52 5D E7 2D 39 4E F1 31 3E E8 B3 27 4B > _______________________________________________ It seems you are right it's a timezone issue, but when i do "= date" gives all tickets from date -1 day and not date -1 hour "> date" gives all tickets from date "= date 01:00" gives all tickets from date btw server is in BST (british standard time) and client in CET. All timezones seem to be configured correctly on the server, in RT and on the client. Menno Alkemade Sapienza Consulting LTD From andrewe at epcc.ed.ac.uk Thu Oct 5 04:24:17 2006 From: andrewe at epcc.ed.ac.uk (Andrew Elwell) Date: Thu, 5 Oct 2006 09:24:17 +0100 Subject: [rt-users] RT + Mediawiki anyone? Message-ID: <20061005082417.GA15892@garnet.epcc.ed.ac.uk> Hi folks, We are using mediawiki and rt on the same server (internal docs and small ~5 queries/day helpdesk) Has anyone got some groovy Mediawiki extensions or rt "plugin" so that our present "shiftlog" system (a wiki page per week) can be extended to semi-automatically be updated at the start of each day with say no of tickets outstanding I'm probably going to go down the "wiki bot" path at the moment Andrew -- Andrew Elwell, System Administrator EPCC Tel 0131 445 7833 (ACF Building) Tel 0131 650 5023 (Rm 3309, JCMB) From ruslan.zakirov at gmail.com Thu Oct 5 05:03:26 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 5 Oct 2006 13:03:26 +0400 Subject: [rt-users] date in search result not correct In-Reply-To: <20061005075210.M722@sapienzaconsulting.com> References: <20061004143019.M14819@sapienzaconsulting.com> <200610041603.MAA12300@Sparkle.Rodents.Montreal.QC.CA> <20061005075210.M722@sapienzaconsulting.com> Message-ID: <589c94400610050203q6cb6ebfw709ee9ef2ba5e5c7@mail.gmail.com> Try 3.4.6rc2 we just released, it has fix for "date =". On 10/5/06, Menno Alkemade wrote: > On Wed, 4 Oct 2006 12:00:24 -0400 (EDT), der Mouse wrote > > > - If i search for "created >= 03/10/2006" i get the tickets created > > > on 02/10/2006 > > > - If i search for "created >= 03/10/2006 00:01" i get the tickets > > > created on 02/10/2006 > > > - If i search for "created >= 03/10/2006 24:00" i get the tickets > > > created on 03/10/2006 > > > > Just a guess, but could this be a timezone issue? > > > > If (for example) you're five hours from UTC, does a search for > > tickets >= some day return all tickets for the day before, or only > > tickets in the last five hours of the day before? > > > > /~\ The ASCII der Mouse > > \ / Ribbon Campaign > > X Against HTML mouse at rodents.montreal.qc.ca > > / \ Email! 7D C8 61 52 5D E7 2D 39 4E F1 31 3E E8 B3 27 4B > > _______________________________________________ > > It seems you are right it's a timezone issue, but when i do > > "= date" gives all tickets from date -1 day and not date -1 hour > "> date" gives all tickets from date > "= date 01:00" gives all tickets from date > > btw server is in BST (british standard time) and client in CET. All timezones > seem to be configured correctly on the server, in RT and on the client. > > Menno Alkemade > > Sapienza Consulting 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 > -- Best regards, Ruslan. From barnesaw at ucrwcu.rwc.uc.edu Thu Oct 5 08:23:52 2006 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 05 Oct 2006 08:23:52 -0400 Subject: [rt-users] MyRT line 75 Can't call method "Content" In-Reply-To: <950550040610042045p73854c66m3de6a7a9c1f7f55f@mail.gmail.com> References: <950550040610042045p73854c66m3de6a7a9c1f7f55f@mail.gmail.com> Message-ID: <4524F958.5050907@ucrwcu.rwc.uc.edu> The etc/upgrade directory is where you un-tarred and not where you installed. D Matt Higgins wrote: > I saw another post on this in the archive and the answer was to check > the README and run the db updates. I am upgrading from 3.4.2 and when > I run make upgrade i see nothing in /path/to/rt/etc/upgrade .. I don't > see that dir at all? I also got the sources for 3.4.2 and 3.6.1 and > diffed the mysql schema and they only differ in one index ? 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 -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From lesmikesell at gmail.com Thu Oct 5 09:30:35 2006 From: lesmikesell at gmail.com (Les Mikesell) Date: Thu, 05 Oct 2006 08:30:35 -0500 Subject: [rt-users] RT + Mediawiki anyone? In-Reply-To: <20061005082417.GA15892@garnet.epcc.ed.ac.uk> References: <20061005082417.GA15892@garnet.epcc.ed.ac.uk> Message-ID: <1160052983.13992.3.camel@les-home.futuresource.com> On Thu, 2006-10-05 at 03:24, Andrew Elwell wrote: > Hi folks, > > We are using mediawiki and rt on the same server (internal docs and small ~5 queries/day helpdesk) > > Has anyone got some groovy Mediawiki extensions or rt "plugin" so that our present "shiftlog" system (a wiki page per week) can be extended to semi-automatically be updated at the start of each day with say no of tickets outstanding > > I'm probably going to go down the "wiki bot" path at the moment I don't know about mediawiki, but twiki has a nifty '%INCLUDE%' syntax that among other things lets you make http requests to other sites appear within a page so you can pull in about anything you can get from some other web page. -- Les Mikesell lesmikesell at gmail.com From jra at baylink.com Thu Oct 5 10:47:18 2006 From: jra at baylink.com (Jay R. Ashworth) Date: Thu, 5 Oct 2006 10:47:18 -0400 Subject: [rt-users] RT + Mediawiki anyone? In-Reply-To: <20061005082417.GA15892@garnet.epcc.ed.ac.uk> References: <20061005082417.GA15892@garnet.epcc.ed.ac.uk> Message-ID: <20061005144718.GC25559@cgi.jachomes.com> On Thu, Oct 05, 2006 at 09:24:17AM +0100, Andrew Elwell wrote: > We are using mediawiki and rt on the same server (internal docs and > small ~5 queries/day helpdesk) > > Has anyone got some groovy Mediawiki extensions or rt "plugin" so that > our present "shiftlog" system (a wiki page per week) can be extended > to semi-automatically be updated at the start of each day with say no > of tickets outstanding > > I'm probably going to go down the "wiki bot" path at the moment Sounds like a cool idea. If you speak python, check out the pywikipediabot library, which encapsulates that stuff. Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 "That's women for you; you divorce them, and 10 years later, they stop having sex with you." -- Jennifer Crusie; _Fast_Women_ From Rick.Garland at evolving.com Thu Oct 5 12:48:26 2006 From: Rick.Garland at evolving.com (Rick Garland) Date: Thu, 5 Oct 2006 10:48:26 -0600 Subject: [rt-users] TZ settings for web login Message-ID: Hi all: Got RT 3.6.1 installed her in the states on a RHEL 4 system that is time sync'ed via ntp. MST7MDT is the TZ setting. I have users overseas who are asking if the time can be their TZ. Can users overseas have the appropriate TZ setting when they login via the web interface? And not have to change the RHEL system TZ setting. Rick Garland UNIX System Administrator Evolving Systems, Inc 9777 Mount Pyramid Court Suite 100 Englewood, CO 80112 phone: 303-802-2580 cell: 720-210-4671 rick.garland at evolving.com This e-mail and any attachments may be confidential and/or legally privileged. If you have received this e-mail and you are not a named addressee, please inform Evolving Systems TIS at tis at evolving.com and then delete the e-mail from your system. If you are not a named addressee you must not use, disclose, distribute, copy, print or rely on this e-mail. To ensure regulatory compliance and for the protection of our clients and business, Evolving Systems may monitor and read e-mails sent to and from its servers. Although Evolving Systems routinely screens for viruses, addressees should scan this e-mail and any attachments for viruses. Evolving Systems makes no representation or warranty as to the absence of viruses in this e-mail or any attachments. Registered Office: 9777 Pyramid Ct Suite 100, Englewood, CO 80112 -------------- next part -------------- An HTML attachment was scrubbed... URL: From tgraziano at myitdepartment.net Thu Oct 5 14:21:32 2006 From: tgraziano at myitdepartment.net (Tony Graziano) Date: Thu, 05 Oct 2006 14:21:32 -0400 Subject: [rt-users] Unknown field: Requestor.EmailAddress Message-ID: Using v3.61, I tried the following already. http://svn.bestpractical.com/cgi-bin/index.cgi/bps/revision?rev=5782 I cleared mason cache, restarted httpd, etc. Still having the same issue. Is this simply a known bug for the current version? ------------------------ For LAN Support: http://www.myitdepartment.net/index.php?option=com_content&task=view&id=13&Itemid=29 For Internet Support: http://www.cavalierbroadband.com/index.php?option=com_content&task=view&id=41&Itemid=30 From ruslan.zakirov at gmail.com Thu Oct 5 14:44:40 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 5 Oct 2006 22:44:40 +0400 Subject: [rt-users] Unknown field: Requestor.EmailAddress In-Reply-To: References: Message-ID: <589c94400610051144j58569659lc199d8ec331eeeb6@mail.gmail.com> Try http://download.bestpractical.com/pub/rt/devel/rt-3.6.2rc1.tar.gz, should be fixed. On 10/5/06, Tony Graziano wrote: > Using v3.61, I tried the following already. > > http://svn.bestpractical.com/cgi-bin/index.cgi/bps/revision?rev=5782 > > I cleared mason cache, restarted httpd, etc. > > Still having the same issue. > > Is this simply a known bug for the current version? > ------------------------ > For LAN Support: > http://www.myitdepartment.net/index.php?option=com_content&task=view&id=13&Itemid=29 > > For Internet Support: > http://www.cavalierbroadband.com/index.php?option=com_content&task=view&id=41&Itemid=30 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From phanoko at yahoo.com Thu Oct 5 16:11:03 2006 From: phanoko at yahoo.com (Phanoko) Date: Thu, 5 Oct 2006 13:11:03 -0700 (PDT) Subject: [rt-users] Approvals queue Message-ID: <20061005201103.52570.qmail@web53903.mail.yahoo.com> On the Approvals queue when one person approves it the ticket is closed. How can I modify it so that the ticket does not close and instead; when all people approve the ticket it moves to the queue "appoved"? __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From HelmuthRamirez at compupay.com Thu Oct 5 18:26:23 2006 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Thu, 5 Oct 2006 18:26:23 -0400 Subject: [rt-users] RT + Mediawiki anyone? Message-ID: <7314881427FC8A4081673E8CEEA7924902DCA812@EXMIAMI01.compupay.com> This is pretty cool. I wouldn't mind building a wiki based off of my RT tickets. Let us know what you end up doing. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andrew Elwell Sent: Thursday, October 05, 2006 4:24 AM To: RT-Users at lists.bestpractical.com Subject: [rt-users] RT + Mediawiki anyone? Hi folks, We are using mediawiki and rt on the same server (internal docs and small ~5 queries/day helpdesk) Has anyone got some groovy Mediawiki extensions or rt "plugin" so that our present "shiftlog" system (a wiki page per week) can be extended to semi-automatically be updated at the start of each day with say no of tickets outstanding I'm probably going to go down the "wiki bot" path at the moment Andrew -- Andrew Elwell, System Administrator EPCC Tel 0131 445 7833 (ACF Building) Tel 0131 650 5023 (Rm 3309, JCMB) _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From HelmuthRamirez at compupay.com Thu Oct 5 18:36:11 2006 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Thu, 5 Oct 2006 18:36:11 -0400 Subject: [rt-users] Notify Requestor on Requestor change Message-ID: <7314881427FC8A4081673E8CEEA7924902DCA813@EXMIAMI01.compupay.com> Hey guys, I hate to be that guy that brings up old requests..buuuuut, can someone give me some advice on this? I'd really appreciate it. Thanks everyone :) -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Helmuth Ramirez Sent: Thursday, September 28, 2006 5:27 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Notify Requestor on Requestor change Hi all, In our environment it is common for us to forward an e-mail to RT to convert it into a ticket. Once it's a ticket we can change the requestor (since by default it would be us). We do it like this to avoid the cut and paste alternative. So, with that said, is there a way to....let me rephrase that, I KNOW RT can do it, I just don't know how. We would like to change the requestor and upon doing so the new requestor be notified. I checked the default conditions, and they involve all the 'Change' items (Status, Priority, Owner, Queue) except Requestor :( Any help would be REALLY appreciated. Cheers!! _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From dlbewley at library.ucdavis.edu Thu Oct 5 19:36:39 2006 From: dlbewley at library.ucdavis.edu (Dale Bewley) Date: Thu, 05 Oct 2006 16:36:39 -0700 Subject: [rt-users] 3.6.1 Customize SelfService Tabs with full URLs fails Message-ID: <1160091399.28114.95.camel@tofu.lib.ucdavis.edu> On RT 3.4.5 I was doing the following to change the link users click on to open a ticket. I wish to take them to a 2nd web server with a customized form(s). ----8<-- snip --8<-- --- /var/rt/html/SelfService/Elements/Tabs 2005-05-02 10:25:35.000000000 -0700 +++ /usr/local/rt/html/SelfService/Elements/Tabs 2006-04-20 10:33:47.000000000 -0700 @@ -67,7 +67,7 @@ path => 'SelfService/Closed.html', }, C => { title => loc('New ticket'), - path => 'SelfService/CreateTicketInQueue.html' + path => 'http://server.elsewhere.foo/help/' } }; if ($session{'CurrentUser'}->HasRight( Right => 'ModifySelf', ----8<-- snip --8<-- The same change in my install of 3.6.1 prepends $WebURL to the link. ----8<-- snip --8<-- --- /var/www/rt3/SelfService/Elements/Tabs 2006-06-19 15:44:04.000000000 -0700 +++ /usr/local/lib/rt3/html/SelfService/Elements/Tabs 2006-10-04 16:56:44.000000000 -0700 @@ -82,7 +82,7 @@ if ($queue_count > 1) { $tabs->{C} = { title => loc('New ticket'), - path => 'SelfService/CreateTicketInQueue.html' + path => 'http://server.elsewhere.foo/help/' }; } else { $tabs->{C} = { title => loc('New ticket'), ----8<-- snip --8<-- Results in a link like http://rtserver/rtpath/http://server.elsewhere.foo/help/ How can I like to an absolute URL? -- Dale Bewley - Unix Administrator - Shields Library - UC Davis GPG: 0xB098A0F3 0D5A 9AEB 43F4 F84C 7EFD 1753 064D 2583 B098 A0F3 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part URL: From michal.verner at pctrade.cz Fri Oct 6 01:25:36 2006 From: michal.verner at pctrade.cz (Michal Verner) Date: Fri, 6 Oct 2006 07:25:36 +0200 Subject: [rt-users] graph of worked time per day Message-ID: <8CC90927ADD0224987A2386C33A42113124781@pctsrv.pctrade.local> Helo, I want to ask once again. Have anybody idea, how to set up report or graph, which show me, how much time each member of support staff worked? No mather if cases are solved or no. We just need to compare productivity and "workability" of some new staff Michal Verner -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at googlemail.com Fri Oct 6 03:36:32 2006 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Fri, 6 Oct 2006 09:36:32 +0200 Subject: [rt-users] TZ settings for web login In-Reply-To: References: Message-ID: Hi Rick, i know, there should be a solution via Apache, but i didn't find it till now. If you find a working solution, pls keep the rt-users up2date Thanks 2006/10/5, Rick Garland : > > Hi all: > > Got RT 3.6.1 installed her in the states on a RHEL 4 system that is time > sync'ed via ntp. > MST7MDT is the TZ setting. > > I have users overseas who are asking if the time can be their TZ. > > Can users overseas have the appropriate TZ setting when they login via the > web interface? > And not have to change the RHEL system TZ setting. > > > Rick Garland > UNIX System Administrator > > Evolving Systems, Inc > 9777 Mount Pyramid Court > Suite 100 > Englewood, CO 80112 > > phone: 303-802-2580 > cell: 720-210-4671 > rick.garland at evolving.com > > > This e-mail and any attachments may be confidential and/or legally > privileged. If you have received this e-mail and you are not a named > addressee, please inform Evolving Systems TIS at tis at evolving.com and then > delete the e-mail from your system. If you are not a named addressee you > must not use, disclose, distribute, copy, print or rely on this e-mail. To > ensure regulatory compliance and for the protection of our clients and > business, Evolving Systems may monitor and read e-mails sent to and from its > servers. Although Evolving Systems routinely screens for viruses, addressees > should scan this e-mail and any attachments for viruses. Evolving Systems > makes no representation or warranty as to the absence of viruses in this > e-mail or any attachments. > > Registered Office: 9777 Pyramid Ct Suite 100, Englewood, CO 80112 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfh at pipex.net Fri Oct 6 05:34:55 2006 From: rfh at pipex.net (Roy El-Hames) Date: Fri, 06 Oct 2006 10:34:55 +0100 Subject: [rt-users] Notify Requestor on Requestor change In-Reply-To: <7314881427FC8A4081673E8CEEA7924902DCA813@EXMIAMI01.compupay.com> References: <7314881427FC8A4081673E8CEEA7924902DCA813@EXMIAMI01.compupay.com> Message-ID: <4526233F.1070904@pipex.net> Hi Hemuth; I have n't RT available to me now but from memory; I *think* your Condition should be on create with user defined action, I am not sure how you'll want to grab the new requestor (ie the original customer email address) , but when you do have it your custom action can be something similar to: $self->TicketObj->AddWatcher(Type=>'Requestor', Email => $CustomerEmailAddress); If you want to remove the staff member requestor --who forwarded the message-- you do : $self->TicketObj->DeleteWatcher(Type=>'Requestor', Email => $StaffEmailAddress); And then you set your template the Autoreply. Possibly you'll need to delete the default scrip On Create AutoReply to requestor on Create Good luck Roy Helmuth Ramirez wrote: > Hey guys, > I hate to be that guy that brings up old requests..buuuuut, can > someone give me some advice on this? > > I'd really appreciate it. > > Thanks everyone :) > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Helmuth > Ramirez > Sent: Thursday, September 28, 2006 5:27 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Notify Requestor on Requestor change > > Hi all, > In our environment it is common for us to forward an e-mail to RT to > convert it into a ticket. Once it's a ticket we can change the > requestor (since by default it would be us). We do it like this to > avoid the cut and paste alternative. > > So, with that said, is there a way to....let me rephrase that, I KNOW RT > can do it, I just don't know how. We would like to change the requestor > and upon doing so the new requestor be notified. I checked the default > conditions, and they involve all the 'Change' items (Status, Priority, > Owner, Queue) except Requestor :( > > Any help would be REALLY appreciated. > > Cheers!! > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.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 > > From rfh at pipex.net Fri Oct 6 08:52:33 2006 From: rfh at pipex.net (Roy El-Hames) Date: Fri, 06 Oct 2006 13:52:33 +0100 Subject: [rt-users] useless debug messages in rt.log Message-ID: <45265191.8030008@pipex.net> Hi there; rt-3.6.1 , apache2,mysql 5, HTML-Mason-1.31,mod_perl2 Whilst I am developing new feature I like to keep tailing the rt.log with debug mode, however from the start (in working 3.6.1) I am getting pages upon pages of Stack trace output similar to: Stack trace: RT::Ticket::Create() called at /opt/rt3/local/lib/RT/Interface/Email_Vendor.pm:823 RT::Interface::Email::Gateway() called at /opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:59 HTML::Mason::Commands::__ANON__() called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm:135 HTML::Mason::Component::run() called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm:1250 (eval)() called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm:1249 HTML::Mason::Request::comp() called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm:461 (eval)() called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm:461 (eval)() called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm:413 HTML::Mason::Request::exec() called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm:167 HTML::Mason::Request::ApacheHandler::exec() called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm:817 HTML::Mason::ApacheHandler::handle_request() called at /opt/rt3/bin/webmux.pl:123 (eval)() called at /opt/rt3/bin/webmux.pl:123 RT::Mason::handler() called at -e:0 (eval)() called at -e:0 The line RT::Ticket::Create() called at ..changes pending on what is being processed etc .. Is there any way I can stop this .. I am losing the debug messages I need to look for ??Any help will truly be appreciated. Regards; Roy From tmaciak at ci.grand-rapids.mi.us Fri Oct 6 10:53:11 2006 From: tmaciak at ci.grand-rapids.mi.us (=?US-ASCII?Q?=22Maciak=2C_TJ=22?=) Date: Fri, 6 Oct 2006 10:53:11 -0400 Subject: [rt-users] Asset Tracker help? Message-ID: <"H0000c1a0201a33d.1160146390.frozone1.grand-rapids.mi.us*"@MHS> An embedded and charset-unspecified text was scrubbed... Name: not available URL: -------------- next part -------------- An HTML attachment was scrubbed... URL: From kira at lightsphere.com Fri Oct 6 12:00:45 2006 From: kira at lightsphere.com (Jackie Hamilton) Date: Fri, 6 Oct 2006 11:00:45 -0500 Subject: [rt-users] RT3 + TemplateAnswers: escaping entities in templates Message-ID: <20061006110045.359338.e5c4351b@lightsphere.com> We've recently upgraded to RT3, and are using the TemplateAnswers mod (from RT2) to allow us to use some canned responses when replying to tickets. This worked without incident in RT2, and it generally works ok in RT3, except that certain characters (single and double quotes, and parentheses) are being converted from their character entities to HTML escape codes (such as " ' etc). They aren't stored in the database that way, so something about RT3 is changing them, but I can't figure out how to make it not do that. (We don't want to email replies to people with these escape codes in the email.) Does anyone know how to disable these? This would be in the Ticket/Update.html file, which calls the TemplateList component. I already tried putting a decode_entities (from HTML::Entities) into TemplateList, but it made no difference - the characters are still being encoded. Thanks, -- Jackie Hamilton kira at lightsphere.com From dlbewley at library.ucdavis.edu Fri Oct 6 14:03:23 2006 From: dlbewley at library.ucdavis.edu (Dale Bewley) Date: Fri, 06 Oct 2006 11:03:23 -0700 Subject: [rt-users] 3.6.1 change record format on at a glance page Message-ID: <1160157803.28114.123.camel@tofu.lib.ucdavis.edu> RT 3.6.1. I've changed my default search results to include some custom fields by modifying $DefaultSearchResultFormat in RT_SiteConfig.pm. Additionally, I want to change the default format on the at a glance page to include these fields. I found this page http://wiki.bestpractical.com/index.cgi?ChangeDefaultRTAtAGlance which is about what is displayed on the page rather than how. So, I tried to assume and extrapolate like this: The default search formats are apparently stored in the Attributes table and created by RT_System i.e. Creator = 1. mysql> select id, name, description from Attributes where Creator = 1; +----+--------------------------+-------------------------------------+ | id | name | description | +----+--------------------------+-------------------------------------+ | 19 | Search - My Tickets | [_1] highest priority tickets I own | | 20 | Search - Unowned Tickets | [_1] newest unowned tickets | | 21 | HomepageSettings | HomepageSettings | +----+--------------------------+-------------------------------------+ As user 104, I customized the search results to my satisfaction. mysql> select id, name, description from Attributes where Creator = 104; +----+-----------------------+-------------+ | id | name | description | +----+-----------------------+-------------+ | 22 | Pref-RT::Attribute-19 | NULL | | 23 | Pref-SummaryRows | NULL | | 25 | Pref-HomepageSettings | NULL | | 26 | Pref-RT::Attribute-20 | NULL | +----+-----------------------+-------------+ I then updated the default searches with the content of my customized search. mysql> update Attributes set Content = 'BQcDAAAABBc...' where id = 19; Query OK, 1 row affected (0.04 sec) Rows matched: 1 Changed: 1 Warnings: 0 mysql> update Attributes set Content = 'BQcDAAAABBcPQ...' where id = 20; Query OK, 1 row affected (0.04 sec) Rows matched: 1 Changed: 1 Warnings: 0 But now, the at a glance results are all blank. Is there a better way to do this, or at least a tweak to this method? -- Dale Bewley - Unix Administrator - Shields Library - UC Davis GPG: 0xB098A0F3 0D5A 9AEB 43F4 F84C 7EFD 1753 064D 2583 B098 A0F3 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part URL: From HelmuthRamirez at compupay.com Fri Oct 6 14:51:42 2006 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Fri, 6 Oct 2006 14:51:42 -0400 Subject: [rt-users] Notify Requestor on Requestor change Message-ID: <7314881427FC8A4081673E8CEEA7924902DCA833@EXMIAMI01.compupay.com> Thanks Roy! Thanks for the taking the time to tell me that. I'll do some testing on my end and see what I come up with! -----Original Message----- From: Roy El-Hames [mailto:rfh at pipex.net] Sent: Friday, October 06, 2006 5:35 AM To: Helmuth Ramirez Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Notify Requestor on Requestor change Hi Hemuth; I have n't RT available to me now but from memory; I *think* your Condition should be on create with user defined action, I am not sure how you'll want to grab the new requestor (ie the original customer email address) , but when you do have it your custom action can be something similar to: $self->TicketObj->AddWatcher(Type=>'Requestor', Email => $CustomerEmailAddress); If you want to remove the staff member requestor --who forwarded the message-- you do : $self->TicketObj->DeleteWatcher(Type=>'Requestor', Email => $StaffEmailAddress); And then you set your template the Autoreply. Possibly you'll need to delete the default scrip On Create AutoReply to requestor on Create Good luck Roy Helmuth Ramirez wrote: > Hey guys, > I hate to be that guy that brings up old requests..buuuuut, can > someone give me some advice on this? > > I'd really appreciate it. > > Thanks everyone :) > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Helmuth > Ramirez > Sent: Thursday, September 28, 2006 5:27 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Notify Requestor on Requestor change > > Hi all, > In our environment it is common for us to forward an e-mail to RT to > convert it into a ticket. Once it's a ticket we can change the > requestor (since by default it would be us). We do it like this to > avoid the cut and paste alternative. > > So, with that said, is there a way to....let me rephrase that, I KNOW RT > can do it, I just don't know how. We would like to change the requestor > and upon doing so the new requestor be notified. I checked the default > conditions, and they involve all the 'Change' items (Status, Priority, > Owner, Queue) except Requestor :( > > Any help would be REALLY appreciated. > > Cheers!! > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.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 > > From todd at chaka.net Fri Oct 6 17:56:02 2006 From: todd at chaka.net (Todd Chapman) Date: Fri, 6 Oct 2006 17:56:02 -0400 Subject: [rt-users] Asset Tracker help? In-Reply-To: <"H0000c1a0201a33d.1160146390.frozone1.grand-rapids.mi.us*"@MHS> References: <"H0000c1a0201a33d.1160146390.frozone1.grand-rapids.mi.us*"@MHS> Message-ID: <20061006215602.GK1105@chaka.net> On Fri, Oct 06, 2006 at 10:53:11AM -0400, "Maciak, TJ" wrote: > Anyone out there install Asset Tracker for their RT installation? > > I would try the at-users mailing list that is pointed to by the wiki. -Todd From nmetrowsky at digitalglobe.com Fri Oct 6 18:06:04 2006 From: nmetrowsky at digitalglobe.com (Nick Metrowsky) Date: Fri, 6 Oct 2006 16:06:04 -0600 Subject: [rt-users] Found a true cause and a possible resolution to the "MySQL server has gone away" issue Message-ID: Hi Everyone, Based upon what I have seen in the Request Tracker code, and those who are more familiar with it can correct me if I am wrong, I think I may have found at least one explanation why one would get the message "MySQL server has gone away" series of messages when adding a ticket in Request Tracker. Of course, one should make sure that their CPAN libraries are all up to date and that they do not have unusually low timeout numbers in the MySQL my.cnf file, as it is possible older software and an incorrectly configure MYSQL server could contribute to the problem. I have done this as part of my research into the problem Upon my research I determined that when someone starts a Request Tracker session, the user is assigned a cookie identifier for the duration of the session. The cookie is given to the web server by Request Tracker and MySQL is informed that the user will be connecting to to MySQL with the cookie identifier as the database handle to establish the connection. So, the web server, Request Tracker and MySQL should all be in sync with the cookie identifier for the session. What we discovered, if someone relocates a laptop to another location of the building and they leave their laptop logged into Request Tracker, but during the move the network connection drops and reestablishes itself, the cookie identifier may get expired by the web browser (Microsoft Explorer in this case). When the user use starts to use Request Tracker, after the move, they notice nothing out of the ordinary because they are still logged in. Matter of fact they seem to process normally (web pages get loaded for the function they are doing) until they try to submit a ticket or make an update to a ticket. Because the cookie identifier is expired, Request Tracker does not check to see if the cookie is really expired and passes the user on to MySQL which already dropped the session because the cookie was expired. Request Tracker assumes that if you are logged in, then you have a valid cookie and a valid session. However, it does not verify the cookie is valid because of the above assumption. The end result, MySQL detects someone trying to write to the database on a nonexistent connection; then end result "MySQL server has gone away" will be generated (no cookie = no connection to MySQL). Again, while this is not a complete explanation to the problem and I do not have detailed expertise in the internals of Request Tracker, I believe what I described here makes logical sense. Also, an individual who generated the problem relayed to me exactly what they did and it was described in the previous paragraph. I hope you find this information useful. Take care! Nick PS For the developers of Request Tracker, it may be a good idea to force Request Tracker to always check to see if the cookie is valid, if not, then the software should force a logout or at least inform the user to logout and login again. It will also be a good idea for them to clear the web browser cache, before logging in. ------------------------------------------------------------------------ --------- Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax nmetrowsky at digitalglobe.com DigitalGlobe (r), An Imaging and Information Company http://www.digitalglobe.com ------------------------------------------------------------------------ --------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Fri Oct 6 18:30:17 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 6 Oct 2006 18:30:17 -0400 Subject: [rt-users] Found a true cause and a possible resolution to the "MySQL server has gone away" issue In-Reply-To: References: Message-ID: <20061006223017.GY10042@bestpractical.com> > > and MySQL is informed that the user will be connecting to to MySQL with > the cookie identifier as the database handle to establish the > connection. That is not correct. RT shares one connection across all users. From jmhanks1373 at hotmail.com Fri Oct 6 20:03:27 2006 From: jmhanks1373 at hotmail.com (Jared Hanks) Date: Fri, 06 Oct 2006 17:03:27 -0700 Subject: [rt-users] Asset Tracker help? Message-ID: In the README for AT it has the following line: $ ./configure --with-rt-home=/opt/rt3 --with-rt-local=/opt/rt3 --with-rt-localhtml=/opt/rt3/share/html --with-db-admin=root Did you perhaps not put the correct paths for each of the options??? I have my RT install in /var/opt/rt3.4.3/ and used the following for my AT install: ./configure --with-rt-home=/var/opt/rt3.4.3 --with-rt-local=/var/opt/rt3.4.3 --with-rt-localhtml=/var/opt/rt3.4.3/share/html --with-db-admin=root --with-db-database=rt_test --with-db-rt-pass=password I didn't have any problems with installing once I used the correct options with configure. Hopefully this helps. >From: "Maciak, TJ" >To: rt-users >Subject: [rt-users] Asset Tracker help? >Date: Fri, 6 Oct 2006 10:53:11 -0400 > >Anyone out there install Asset Tracker for their RT installation? > > > >The AT wiki doesn?t help very much and although we were able to > >Get the AT installed, it is under local directory and not accessible > >To the general RT screen. My apache logs state: > > > >[Fri Oct 06 10:38:07 2006] [error] [Mason] File does not exist: >/opt/rt3/share/html/AssetTracker > > > >Which makes sense since AT is located at >/opt/rt3/local/html/AssetTracker > > > >Anyway, does anybody know how I tell RT to look at the local version of >this instead of trying to > >Think that its in the original version path of RT? > > > >Any help is appreciated! > > > >Thanks, > > > >T.J. Maciak > > > >Internet/Intranet Developer >Department of IT >City of Grand Rapids >P: (616)456-3713 > >F: (616)456-3448 > > > > > > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com _________________________________________________________________ Get today's hot entertainment gossip http://movies.msn.com/movies/hotgossip From nmetrowsky at digitalglobe.com Fri Oct 6 20:46:31 2006 From: nmetrowsky at digitalglobe.com (Nick Metrowsky) Date: Fri, 6 Oct 2006 18:46:31 -0600 Subject: [rt-users] Found a true cause and a possible resolution to the "MySQL server has gone away" issue Message-ID: Hi Jesse, Thank you for writing and your correction I appreciate it. While there is one connection to MySQL as you say via port 3306. I know cookies are involved from the web browser to Request Tracker to MySQL, because the cookie session identifiers show up in the MySQL detail transaction logs. I am not sure if this is an Explorer problem (timeout the cookies) or a network drop problem (could also timeout a cookie or at least corrupt the seesion). I have not seen this problem on Firefox, Mozilla or Netscape. Finally, this problem occurs in 1 in 1000 tickets, which for us is about once per month. The Request Tracker code does assume that you have a valid connection to MySQL and a valid database handle. I have seen this is at least a couple areas of the code. This seems logical, because if you are logged in to Request Tracker one can assume you have a connection to the MySQL database, as well. The things I would recommend here is to verify that a connection to MySQL is still active, as well as the session, before attempting to write to the database. Also, only have Request Tracker send out e-mails after it verifies that a ticket has been written to the database. We can live with the error, but we need a fix to prevent the e-mail from going out as it really frustrates our staff that a ticket is not in the database. As I mentioned, I just wanted to tell folks about what we have been seeing at our site. I also wanted to mention that we have seen this occur on laptops that are moved from one location to another, with Request Tracker still logged in. The person having the problem told me that "come to think of it, I always move my laptop while in Request Tracker and the error has usually occurred sometime after I have done it". This provided me with enough compelling evidence to tell our site to log out of Request Tracker, before moving a laptop. The jury is still out on this one. All in all, Request Tracker is a very good product. Our IS departments and several departments at my company really like the software. The only complaint is this one issue. Also, we have been using the software for over four years and plan to continue to use it for the foreseeable future. Once things get stable, we plan to move from 3.4.4 to 3.6.x. Thank you again for writing and I hope that something good comes out of this. Take care! Nick ------------------------------------------------------------------------ -------- Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax nmetrowsky at digitalglobe.com DigitalGlobe (r), An Imaging and Information Company http://www.digitalglobe.com ------------------------------------------------------------------------ --------- -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Friday, October 06, 2006 4:30 PM To: Nick Metrowsky Cc: RT Users Subject: Re: [rt-users] Found a true cause and a possible resolution to the "MySQL server has gone away" issue > > and MySQL is informed that the user will be connecting to to MySQL with > the cookie identifier as the database handle to establish the > connection. That is not correct. RT shares one connection across all users. From jmain at ssmg.org Fri Oct 6 22:44:03 2006 From: jmain at ssmg.org (Judson Main) Date: Fri, 06 Oct 2006 22:44:03 -0400 Subject: [rt-users] Found a true cause and a possible resolution to the Message-ID: <37393.1160189043@ssmg.org> Greetings - FWIW, .02, etc. In your /etc/my.cnf file there can be timeout settings for sessions, in addition to others (max connections, etc.). my.cnf examples are included in the latest distributions in the support-files directory. Maybe setting the timeout to 10-15 minutes, say, would help? Have a nice weekend all, Jud. On Fri Oct 6 20:46 , 'Nick Metrowsky' sent: >Hi Jesse, > >Thank you for writing and your correction I appreciate it. While there >is one connection to MySQL as you say via port 3306. I know cookies are >involved from the web browser to Request Tracker to MySQL, because the >cookie session identifiers show up in the MySQL detail transaction logs. >I am not sure if this is an Explorer problem (timeout the cookies) or a >network drop problem (could also timeout a cookie or at least corrupt >the seesion). I have not seen this problem on Firefox, Mozilla or >Netscape. Finally, this problem occurs in 1 in 1000 tickets, which for >us is about once per month. > >The Request Tracker code does assume that you have a valid connection to >MySQL and a valid database handle. I have seen this is at least a couple >areas of the code. This seems logical, because if you are logged in to >Request Tracker one can assume you have a connection to the MySQL >database, as well. The things I would recommend here is to verify that a >connection to MySQL is still active, as well as the session, before >attempting to write to the database. Also, only have Request Tracker >send out e-mails after it verifies that a ticket has been written to the >database. We can live with the error, but we need a fix to prevent the >e-mail from going out as it really frustrates our staff that a ticket is >not in the database. > >As I mentioned, I just wanted to tell folks about what we have been >seeing at our site. I also wanted to mention that we have seen this >occur on laptops that are moved from one location to another, with >Request Tracker still logged in. The person having the problem told me >that "come to think of it, I always move my laptop while in Request >Tracker and the error has usually occurred sometime after I have done >it". This provided me with enough compelling evidence to tell our site >to log out of Request Tracker, before moving a laptop. The jury is still >out on this one. > >All in all, Request Tracker is a very good product. Our IS departments >and several departments at my company really like the software. The only >complaint is this one issue. Also, we have been using the software for >over four years and plan to continue to use it for the foreseeable >future. Once things get stable, we plan to move from 3.4.4 to 3.6.x. > >Thank you again for writing and I hope that something good comes out of >this. > >Take care! > >Nick > >------------------------------------------------------------------------ >-------- >Nick Metrowsky >Consulting System Administrator >303-684-4785 Office >303-684-4100 Fax >nmetrowsky at digitalglobe.com >DigitalGlobe (r), An Imaging and Information Company >http://www.digitalglobe.com >------------------------------------------------------------------------ >--------- > >-----Original Message----- >From: Jesse Vincent [jesse at bestpractical.com','','','')">jesse at bestpractical.com] >Sent: Friday, October 06, 2006 4:30 PM >To: Nick Metrowsky >Cc: RT Users >Subject: Re: [rt-users] Found a true cause and a possible resolution to >the "MySQL server has gone away" issue > >> >> and MySQL is informed that the user will be connecting to to MySQL >with >> the cookie identifier as the database handle to establish the >> connection. > >That is not correct. RT shares one connection across all users. > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com From jiri.dlouhy at sxg.cz Sun Oct 8 05:26:43 2006 From: jiri.dlouhy at sxg.cz (Jiri Dlouhy) Date: Sun, 08 Oct 2006 11:26:43 +0200 Subject: [rt-users] Hints for two RT systems interconnection Message-ID: <4528C453.6080007@sxg.cz> Hi all, is there anybody who can provide me some tips or own experiences related to interconnection of two independent RT systems via email interface? The reason behind is that we are going to use RT (it's really cool piece of SW) and we are responsible for technical support. Our customers/requestors, which will send us the requests, have sometimes RT as well thus they don't want to send the tickets to our RT directly but via their RT. Thank you in advance Dlouhan From phanoko at yahoo.com Sun Oct 8 20:56:34 2006 From: phanoko at yahoo.com (Phanoko) Date: Sun, 8 Oct 2006 17:56:34 -0700 (PDT) Subject: [rt-users] Hints for two RT systems interconnection In-Reply-To: <4528C453.6080007@sxg.cz> Message-ID: <20061009005634.82546.qmail@web53906.mail.yahoo.com> I created a queue called 'NOC-Vendor' and when we have to do what you are talking about we just open the ticket there and change the requestor email address to support at dell.com or whatever. Seems to handle what we need rather nicely. --- Jiri Dlouhy wrote: > Hi all, > > is there anybody who can provide me some tips or own > experiences related > to interconnection of two independent RT systems via > email interface? > > The reason behind is that we are going to use RT > (it's really cool piece > of SW) and we are responsible for technical support. > Our > customers/requestors, which will send us the > requests, have sometimes > RT as well thus they don't want to send the tickets > to our RT directly > but via their RT. > > Thank you in advance > > Dlouhan > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from > O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From jiri.dlouhy at sxg.cz Mon Oct 9 02:39:08 2006 From: jiri.dlouhy at sxg.cz (jiri.dlouhy at sxg.cz) Date: Mon, 09 Oct 2006 08:39:08 +0200 Subject: [rt-users] Hints for two RT systems interconnection In-Reply-To: 20061009005634.82546.qmail@web53906.mail.yahoo.com Message-ID: <20061009063908.4e0ff5d6@cisnet.softex.cz> It sounds good. What about auto-replies, did you disable it? And does your RT accept the emails even if they are probably signed as "Precedence: bulk" by opposite RT? So if I understand correctly your solution, finally you have tickets with subject like "[YourCompany #xxx][Dell #yyy] I have a problem". Am I right? Thanks Dlouhan _____ From: Phanoko [mailto:phanoko at yahoo.com] To: Jiri Dlouhy [mailto:jiri.dlouhy at sxg.cz], rt-users at lists.bestpractical.com Sent: Mon, 09 Oct 2006 02:56:34 +0200 Subject: Re: [rt-users] Hints for two RT systems interconnection I created a queue called 'NOC-Vendor' and when we have to do what you are talking about we just open the ticket there and change the requestor email address to support at dell.com or whatever. Seems to handle what we need rather nicely. --- Jiri Dlouhy wrote: > Hi all, > > is there anybody who can provide me some tips or own > experiences related > to interconnection of two independent RT systems via > email interface? > > The reason behind is that we are going to use RT > (it's really cool piece > of SW) and we are responsible for technical support. > Our > customers/requestors, which will send us the > requests, have sometimes > RT as well thus they don't want to send the tickets > to our RT directly > but via their RT. > > Thank you in advance > > Dlouhan > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from > O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From pooka at t-online.de Mon Oct 9 04:21:10 2006 From: pooka at t-online.de (Olaf Hamann) Date: Mon, 09 Oct 2006 10:21:10 +0200 Subject: [rt-users] RT 3.6.1 - customfield single-value freeform adds new record for each value update? Message-ID: <452A0676.1000208@t-online.de> Hello, we have upgraded to RT 3.6.1 from 3.0.12. I used to query the database with external SQL-scripts. So I found, that RT3.6.1 will store 'a history of all values' that a single-value freeform field was filled with. Looks to me that this was different in 3.0.12. There I found only the last given value for that field in the database. Is there a possibility to prevent RT from adding new records to ObjectCustomFieldValues each time the user invokes a single-value field update? Best Regards, Olaf Hamann From laas.toom at eenet.ee Mon Oct 9 04:55:09 2006 From: laas.toom at eenet.ee (Laas Toom) Date: Mon, 09 Oct 2006 11:55:09 +0300 Subject: [rt-users] AutoSetOwner and RT Message-ID: Hello! Recently I set up the contributed scrip to AutoSetOwner onResolve, which works great, but just now discovered that when resolving a ticket from "The Basics" view by setting it's status to 'resolved' and leaving owner to 'Nobody' (which should mean 'unchanged') the scrip DOES autoset owner, but then RT system resets the owner to Nobody. After saving changes in basics-view, RT informs me that: * Ticket 26701: Status changed from 'open' to 'resolved' * Owner changed from laas to Nobody And in ticket history I see: # Mon Oct 09 11:36:25 2006 laas - Status changed from 'open' to 'resolved' # Mon Oct 09 11:36:26 2006 RT_System - Given to laas # Mon Oct 09 11:36:26 2006 laas - Given to Nobody From what I gathered RT parses form input fields one-by-one thus first triggering AutoSetOwner to change owner and after this RT sees that ticket current owner does not match the one given in the web form and changes it to Nobody again. How can I correct this? Best, Laas From vadud3 at gmail.com Mon Oct 9 10:04:06 2006 From: vadud3 at gmail.com (Asif Iqbal) Date: Mon, 9 Oct 2006 10:04:06 -0400 Subject: [rt-users] Slow Queries Message-ID: Hi I am noticing from my slow log file (5 secs) that the following query on mysql 4.0.24 is taking a 11 secs # Query_time: 11 Lock_time: 0 Rows_sent: 299925 Rows_examined: 983836 use rt3; SELECT * FROM Transactions where Transactions.type = 'create'; Now looking at the explain I see mysql> explain SELECT * FROM Transactions where Transactions.type = 'create'; +--------------+------+---------------+------+---------+------+--------+-------------+ | table | type | possible_keys | key | key_len | ref | rows | Extra | +--------------+------+---------------+------+---------+------+--------+-------------+ | Transactions | ALL | NULL | NULL | NULL | NULL | 984572 | Using where | +--------------+------+---------------+------+---------+------+--------+-------------+ It has to go thru about 1 million rows and not using any index. Is there any index, that I can create, to improve this w/o hurting any other query? -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu From andy at eva.dp.ua Mon Oct 9 09:53:25 2006 From: andy at eva.dp.ua (Andrew Kornilov) Date: Mon, 09 Oct 2006 16:53:25 +0300 Subject: [rt-users] latest RT-3.6 and SSL Message-ID: <452A5455.9060903@eva.dp.ua> Hello. After upgrade to latest RT-3.6(rc2) from SVN i got strange error: when i try to Take new ticket, Open it or do something else, i get error: ================================ error: could not find component for initial path '/mod_ssl:error:HTTP-request' (component roots are: '/var/www/html/rt/local/html', '/var/www/html/rt') 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/vendor_perl/HTML/Mason/Request.pm:204 /usr/lib/perl5/vendor_perl/Class/Container.pm:275 /usr/lib/perl5/vendor_perl/Class/Container.pm:353 /usr/lib/perl5/vendor_perl/HTML/Mason/Interp.pm:329 /usr/lib/perl5/vendor_perl/HTML/Mason/Interp.pm:323 /usr/lib/perl5/vendor_perl/HTML/Mason/CGIHandler.pm:123 /usr/lib/perl5/vendor_perl/HTML/Mason/CGIHandler.pm:73 /usr/lib/rt/bin/mason_handler.fcgi:76 ================================ and URL in browser becomes "http://rt.domain.com:443/Ticket/Display.html?id=3524", not "https://rt.domain.com/Ticket/Display.html?id=3524". We're using SSL only and redirect all plain HTTP requests to to HTTPS. Before latest update all works fine (btw, selected action is commited, so ticket becomes my, open, closed and so on, only this error is annoying :) From Rick.Garland at evolving.com Mon Oct 9 11:39:11 2006 From: Rick.Garland at evolving.com (Rick Garland) Date: Mon, 9 Oct 2006 09:39:11 -0600 Subject: [rt-users] change RT logging from /var/log/messages Message-ID: Hi all: RHEL4 RT 3.6.1 Have the install working. Tickets are coming and going fine. But, every ticket submitted is logged in the /var/log/messages file. I would like to create a separate log file for the RT activity. Do I modify the syslog.conf file or is there another way? If I modify the syslog.conf file, what modifications? Thanks Rick Garland UNIX System Administrator Evolving Systems, Inc 9777 Mount Pyramid Court Suite 100 Englewood, CO 80112 phone: 303-802-2580 cell: 720-210-4671 rick.garland at evolving.com This e-mail and any attachments may be confidential and/or legally privileged. If you have received this e-mail and you are not a named addressee, please inform Evolving Systems TIS at tis at evolving.com and then delete the e-mail from your system. If you are not a named addressee you must not use, disclose, distribute, copy, print or rely on this e-mail. To ensure regulatory compliance and for the protection of our clients and business, Evolving Systems may monitor and read e-mails sent to and from its servers. Although Evolving Systems routinely screens for viruses, addressees should scan this e-mail and any attachments for viruses. Evolving Systems makes no representation or warranty as to the absence of viruses in this e-mail or any attachments. Registered Office: 9777 Pyramid Ct Suite 100, Englewood, CO 80112 -------------- next part -------------- An HTML attachment was scrubbed... URL: From twilson at buffalo.k12.mn.us Mon Oct 9 12:11:21 2006 From: twilson at buffalo.k12.mn.us (Tim Wilson) Date: Mon, 09 Oct 2006 11:11:21 -0500 Subject: [rt-users] change RT logging from /var/log/messages In-Reply-To: References: Message-ID: <452A2E5A.F8B4.0061.0@buffalo.k12.mn.us> >>> On Mon, Oct 9, 2006 at 10:39 AM, in message , "Rick Garland" wrote: > I would like to create a separate log file for the RT activity. Rick, Have a look in RT_Config and find the entries related to logging. Paste those lines into your RT_SiteConfig and have a go at changing them. You can definitely specify and separate log for RT. I believe you'll have to 'touch' the file before RT will start writing to it. (Could be wrong about that.) Good luck. -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us From chaim.rieger at gmail.com Mon Oct 9 12:12:14 2006 From: chaim.rieger at gmail.com (Chaim Rieger) Date: Mon, 09 Oct 2006 09:12:14 -0700 Subject: [rt-users] resolve 10k tickets Message-ID: <452A74DE.1080600@gmail.com> over the weekend somebody in the office here created a loop in their email, and i now have 10202 tickets that i need to reject i cant do the "update multiple tickets": via the web, as it will bog sown the server, and probably not make it all the way. is there a way via command line that one can resolve tickets from 48350 to *58550 * From rfh at pipex.net Mon Oct 9 12:21:44 2006 From: rfh at pipex.net (Roy El-Hames) Date: Mon, 09 Oct 2006 17:21:44 +0100 Subject: [rt-users] resolve 10k tickets In-Reply-To: <452A74DE.1080600@gmail.com> References: <452A74DE.1080600@gmail.com> Message-ID: <452A7718.6070800@pipex.net> Do you want to resolver or reject them .. if resolve then the best way is to write a script ..not that hard if reject , then whats wrong with: mysql rt3 update Tickets set Status = "rejected" where id > 48349 and id < 58551 Roy Chaim Rieger wrote: > over the weekend somebody in the office here created a loop in their > email, and i now have 10202 tickets that i need to reject > > i cant do the "update multiple tickets": via the web, as it will bog > sown the server, and probably not make it all the way. > > is there a way via command line that one can resolve tickets from > 48350 to *58550 > > > > > * > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From dtikhonov at vonage.com Mon Oct 9 12:22:24 2006 From: dtikhonov at vonage.com (Dmitri Tikhonov) Date: Mon, 09 Oct 2006 12:22:24 -0400 Subject: [rt-users] resolve 10k tickets In-Reply-To: <452A74DE.1080600@gmail.com> References: <452A74DE.1080600@gmail.com> Message-ID: <1160410945.15874.0.camel@localhost.localdomain> rt edit ticket/48350-58550 set status='resolved' That's assuming RTSERVER, RTUSER and RTPASSWD environment variables are set. - Dmitri. On Mon, 2006-10-09 at 09:12 -0700, Chaim Rieger wrote: > over the weekend somebody in the office here created a loop in their > email, and i now have 10202 tickets that i need to reject > > i cant do the "update multiple tickets": via the web, as it will bog > sown the server, and probably not make it all the way. > > is there a way via command line that one can resolve tickets from 48350 > to *58550 > > > > > * > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From todd at chaka.net Mon Oct 9 13:11:25 2006 From: todd at chaka.net (Todd Chapman) Date: Mon, 9 Oct 2006 13:11:25 -0400 Subject: [rt-users] resolve 10k tickets In-Reply-To: <452A74DE.1080600@gmail.com> References: <452A74DE.1080600@gmail.com> Message-ID: <20061009171125.GA16096@chaka.net> You might want to go straight to the database on this one. -Todd On Mon, Oct 09, 2006 at 09:12:14AM -0700, Chaim Rieger wrote: > over the weekend somebody in the office here created a loop in their > email, and i now have 10202 tickets that i need to reject > > i cant do the "update multiple tickets": via the web, as it will bog > sown the server, and probably not make it all the way. > > is there a way via command line that one can resolve tickets from 48350 > to *58550 > > > > > * > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From chaim.rieger at gmail.com Mon Oct 9 13:31:20 2006 From: chaim.rieger at gmail.com (Chaim Rieger) Date: Mon, 09 Oct 2006 10:31:20 -0700 Subject: [rt-users] resolve 10k tickets In-Reply-To: <20061009171125.GA16096@chaka.net> References: <452A74DE.1080600@gmail.com> <20061009171125.GA16096@chaka.net> Message-ID: <452A8768.7070000@gmail.com> i did went right to mysql Todd Chapman wrote: > You might want to go straight to the database on this one. > > -Todd > > On Mon, Oct 09, 2006 at 09:12:14AM -0700, Chaim Rieger wrote: > >> over the weekend somebody in the office here created a loop in their >> email, and i now have 10202 tickets that i need to reject >> >> i cant do the "update multiple tickets": via the web, as it will bog >> sown the server, and probably not make it all the way. >> >> is there a way via command line that one can resolve tickets from 48350 >> to *58550 >> >> >> >> >> * >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > From tanu at cadence.com Tue Oct 10 05:35:57 2006 From: tanu at cadence.com (Tanu Mehrotra) Date: Tue, 10 Oct 2006 15:05:57 +0530 Subject: [rt-users] cache problem Message-ID: Hi Friends, As I am trying to make few changes in the web interface (few cosmetic changes such as changing "Owner" to "Assigned To"), changes are not reflected. Although, I hv cleared the cache from /export/home/RT/var/mason_data/obj and have restarted the web server and mason. Please let me know if any one has faced similar problem and has reached to solution. Thanks & Regards, Tanu Mehrotra -------------- next part -------------- An HTML attachment was scrubbed... URL: From sturner at MIT.EDU Tue Oct 10 09:56:49 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 10 Oct 2006 09:56:49 -0400 Subject: [rt-users] RT 3.6.1 - customfield single-value freeform adds new record for each value update? In-Reply-To: <452A0676.1000208@t-online.de> Message-ID: <028501c6ec73$f115f4e0$76059812@bjh> > -----Original Message----- > > Hello, > > we have upgraded to RT 3.6.1 from 3.0.12. > > I used to query the database with external SQL-scripts. > So I found, that RT3.6.1 will store 'a history of all values' that a > single-value freeform field was filled with. > > Looks to me that this was different in 3.0.12. There I found only the > last given value for that field in the database. > > Is there a possibility to prevent RT from adding new records to > ObjectCustomFieldValues each time the user invokes a > single-value field > update? > > Best Regards, > Olaf Hamann > Olaf, Did you filter out the deleted values (i.e. where Disabled is not 1)? Steve -------------------------------------------------- Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From majoros at inma.ucl.ac.be Tue Oct 10 11:24:03 2006 From: majoros at inma.ucl.ac.be (Yannick Majoros) Date: Tue, 10 Oct 2006 17:24:03 +0200 Subject: [rt-users] no queue Message-ID: <452BBB13.3010703@inma.ucl.ac.be> Hello again, When a user (actually from ldap) logs in, and tries to create a new ticket, a screen is displayed to choose a queue for the new ticket... But there is not any choice or any button to go further, although there is a "general" queue. Does anyone have any clue to solve that? Thank you, -- ---------------------------------------------------------------------- Yannick Majoros http://www.inma.ucl.ac.be/~majoros Informaticien UCL/INMA-MEMA 4, avenue G. Lema?tre B-1348 Louvain-la-Neuve Tel: +32-10-47.80.10 Fax: +32-10-47.21.80 ---------------------------------------------------------------------- Mon calendrier en ligne : http://www.inma.ucl.ac.be/~majoros/calendar Accents bizarres ? http://www.inma.ucl.ac.be/~majoros/email.html ---------------------------------------------------------------------- -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3403 bytes Desc: S/MIME Cryptographic Signature URL: From majoros at inma.ucl.ac.be Tue Oct 10 11:20:08 2006 From: majoros at inma.ucl.ac.be (Yannick Majoros) Date: Tue, 10 Oct 2006 17:20:08 +0200 Subject: [rt-users] system error - could not find component for path 'Elements/BuildFormatString' Message-ID: <452BBA28.80508@inma.ucl.ac.be> *System error* *error:* could not find component for path 'Elements/BuildFormatString' *context:* *...* *686:* my $queues = $tree->GetReferencedQueues; *687:* *688:* # {{{ Deal with format changes *689:* my ( $AvailableColumns, $CurrentFormat ); *690:* ( $Format, $AvailableColumns, $CurrentFormat ) = $m->comp( *691:* #'/Elements/QueryString', *692:* 'Elements/BuildFormatString', *693:* cfqueues => $queues, *694:* %ARGS, Format => $Format *...* *code stack:* /var/www/rt3/Search/Build.html:690 /var/www/rt3/autohandler:215 raw error <#raw> Hello, After installing rt3 (fedora core 5 rpm), I have this error. Could anyone help? could not find component for path 'Elements/BuildFormatString' Trace begun at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1197 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0xb92073c)', 'Elements/BuildFormatString', 'cfqueues', 'HASH(0xbba2e7c)', 'Format', undef) called at /var/www/rt3/Search/Build.html line 690 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb8cbe7c)') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251 eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 914 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xb92073c)') called at /var/www/rt3/autohandler line 215 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb71e8f4)') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1246 eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef, undef) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 459 eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 459 eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 411 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb92073c)') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb92073c)') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 826 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xa9ee538)', 'Apache2::RequestRec=SCALAR(0xbbb0474)') called at /usr/sbin/webmux.pl line 123 eval {...} at /usr/sbin/webmux.pl line 123 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xbbb0474)') called at -e line 0 eval {...} at -e line 0 Thank you, -- ---------------------------------------------------------------------- Yannick Majoros http://www.inma.ucl.ac.be/~majoros Informaticien UCL/INMA-MEMA 4, avenue G. Lema?tre B-1348 Louvain-la-Neuve Tel: +32-10-47.80.10 Fax: +32-10-47.21.80 ---------------------------------------------------------------------- Mon calendrier en ligne : http://www.inma.ucl.ac.be/~majoros/calendar Accents bizarres ? http://www.inma.ucl.ac.be/~majoros/email.html ---------------------------------------------------------------------- -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3403 bytes Desc: S/MIME Cryptographic Signature URL: From ruslan.zakirov at gmail.com Tue Oct 10 12:17:42 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 10 Oct 2006 20:17:42 +0400 Subject: [rt-users] no queue In-Reply-To: <452BBB13.3010703@inma.ucl.ac.be> References: <452BBB13.3010703@inma.ucl.ac.be> Message-ID: <589c94400610100917y21f04299ldba59e52b938f4f3@mail.gmail.com> Check ACLs. Most probably user has no right 'CreateTicket'. On 10/10/06, Yannick Majoros wrote: > Hello again, > > When a user (actually from ldap) logs in, and tries to create a new > ticket, a screen is displayed to choose a queue for the new ticket... > But there is not any choice or any button to go further, although there > is a "general" queue. Does anyone have any clue to solve that? > > Thank you, > > -- > ---------------------------------------------------------------------- > Yannick Majoros http://www.inma.ucl.ac.be/~majoros > Informaticien UCL/INMA-MEMA > 4, avenue G. Lema?tre > B-1348 Louvain-la-Neuve > Tel: +32-10-47.80.10 > Fax: +32-10-47.21.80 > ---------------------------------------------------------------------- > Mon calendrier en ligne : http://www.inma.ucl.ac.be/~majoros/calendar > Accents bizarres ? http://www.inma.ucl.ac.be/~majoros/email.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 > > > -- Best regards, Ruslan. From mpressly at claborn.net Tue Oct 10 12:22:38 2006 From: mpressly at claborn.net (Matthew Pressly) Date: Tue, 10 Oct 2006 11:22:38 -0500 Subject: [rt-users] How to use Update-Ticket template? Message-ID: <20061010162238.GA1739@pyrite.graphics> I'm trying to use an Update-Ticket template to change the queue that a ticket is in. Is this possible? Here is the template (ChangeQueue): ===Update-Ticket: TOP Queue: Queue2 Content: moved into second queue ENDOFCONTENT The scrip is: condition = OnResolve Action = Create Tickets Template = ChangeQueue Stage = TransactionCreate In the logfile, I see the following: **** Update ticket: update-TOP Line: Queue: Queue2 Line: Content: moved into second queue Line: ENDOFCONTENT About to commit scrips for transaction #4254 In CreateByTemplate Update Workflow: processing update-TOP Workflow: evaluating Queue: Queue2 Content: moved into second queue ENDOFCONTENT Workflow: yielding Queue: Queue2 Content: moved into second queue ENDOFCONTENT [1] Couldn't update ticket update-TOP: Couldn't find row (/usr/local/rt3.6.1/lib/RT/Action/CreateTickets.pm:679) [2] Use of uninitialized value in concatenation (.) or string at /usr/local/rt3.6.1/lib/RT/Action/CreateTickets.pm line 1414. (/usr/local/rt3.6.1/lib/RT/Action/CreateTickets.pm:1414) Handling links for [3] Use of uninitialized value in concatenation (.) or string at /usr/local/rt3.6.1/lib/RT/Action/CreateTickets.pm line 1461. (/usr/local/rt3.6.1/lib/RT/Action/CreateTickets.pm:1461) [1] refers to: unless ( $loaded ) { $RT::Logger->error("Couldn't update ticket $template_id: " . $msg); push @results, $self->loc( "Couldn't load ticket '[_1]'", $id ); next; } Based on other tests, having the ticket id (e.g., 123) in the template like this: ===Update-Ticket: 123 works, but how do I get the ticket id placed there dynamically? I tried this: ===Update-Ticket: { $Tickets{'TOP'}->Id } but it seemed to just take that literally and did not evaluate the expression. Any help greatly appreciated. -- Matthew From SHersker at TNGUS.com Tue Oct 10 12:01:23 2006 From: SHersker at TNGUS.com (Hersker, Steve) Date: Tue, 10 Oct 2006 12:01:23 -0400 Subject: [rt-users] Search on Ticket Transaction custom fields Message-ID: Hello! I think this has been an mentioned in the past and I dug through the lists again but no luck but I may have missed it... Is there a way to search for values in a custom field associated with a Ticket Transaction, not a Ticket? We track our after-hours support calls by flagging the Ticket Transaction as No, Yes (Emergency), Yes (non-emergency). I'd prefer to keep it on the Ticket Transaction level because we may continue working on a particular issue during regular hours. So, perhaps 30 minutes was after hours but we continued and resolved the ticket after another 60 minutes during business hours. I need to report the 30 minutes, not the total 90 minutes. Depending on the responses to this, I'll likely just have to move the custom field up to the Ticket level and advise my engineers that if it's not resolved after hours, they'll need to open a new ticket for the "business hours" portion and reference the other ticket. Does anyone have any suggestions for handling this better? (The goal being to report to mgmt the # of and time worked for after hours support calls). Thanks Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Tue Oct 10 13:10:38 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 10 Oct 2006 13:10:38 -0400 Subject: [rt-users] Hints for two RT systems interconnection In-Reply-To: <20061009005634.82546.qmail@web53906.mail.yahoo.com> References: <4528C453.6080007@sxg.cz> <20061009005634.82546.qmail@web53906.mail.yahoo.com> Message-ID: <20061010171038.GD10042@bestpractical.com> You might also want to have a look at: http://search.cpan.org/~kevinr/RT-Extension-ExtractSubjectTagOnTransaction-0.01/ On Sun, Oct 08, 2006 at 05:56:34PM -0700, Phanoko wrote: > I created a queue called 'NOC-Vendor' and when we have > to do what you are talking about we just open the > ticket there and change the requestor email address to > support at dell.com or whatever. Seems to handle what we > need rather nicely. > > --- Jiri Dlouhy wrote: > > > Hi all, > > > > is there anybody who can provide me some tips or own > > experiences related > > to interconnection of two independent RT systems via > > email interface? > > > > The reason behind is that we are going to use RT > > (it's really cool piece > > of SW) and we are responsible for technical support. > > Our > > customers/requestors, which will send us the > > requests, have sometimes > > RT as well thus they don't want to send the tickets > > to our RT directly > > but via their RT. > > > > Thank you in advance > > > > Dlouhan > > > > > > > > > > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from > > O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > __________________________________________________ > Do You Yahoo!? > Tired of spam? Yahoo! Mail has the best spam protection around > http://mail.yahoo.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From ian.marlier at studentuniverse.com Tue Oct 10 13:21:03 2006 From: ian.marlier at studentuniverse.com (Marlier, Ian) Date: Tue, 10 Oct 2006 13:21:03 -0400 Subject: [rt-users] Image display brokenish after upgrade (3.4.4 -> 3.6.1) Message-ID: Hi, all -- I'm working on upgrading an existing 3.4.4 install to 3.6.1. It's gone very smoothly, save one issue that can I find no mention of in the list archives, on the wiki, or elsewhere. After upgrading, images don't display properly. They appear severely pixilated, to the point that they're meaningless. For example: * http://tallape.org/images/rt-upgrade/image1-old.png is an image displayed via the RT-3.4.4 image display code; http://tallape.org/images/rt-upgrade/image1-new.png is the same image displayed with the RT-3.6.1 image display code * http://tallape.org/images/rt-upgrade/image2-old.png is displayed with the 3.4.4 code; http://tallape.org/images/rt-upgrade/image2-new.png is the same image displayed with the 3.6.1 code. I did find this note in the RT-3.6.0 release notes, that might be relevant: "Cleaned up the way we were opening files in the image autohandler, including setting binmode and flushing the buffers to prevent loading the entire file into memory." That said, even if it is relevant, I can't find a way to alter the behavior. Has anyone else experienced this issue, who might have pointers on resolving it? Alternately, anyone have suggestions for ways to debug what's happening? Even with "Set($LogToSyslog, 'debug');" nothing useful is appearing in my logs... Thanks! - Ian From jesse at bestpractical.com Tue Oct 10 13:33:20 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 10 Oct 2006 13:33:20 -0400 Subject: [rt-users] Image display brokenish after upgrade (3.4.4 -> 3.6.1) In-Reply-To: References: Message-ID: <20061010173320.GE10042@bestpractical.com> bet you did a dump and reload of your database on mysql without setting the charset to binary. On Tue, Oct 10, 2006 at 01:21:03PM -0400, Marlier, Ian wrote: > Hi, all -- > > I'm working on upgrading an existing 3.4.4 install to 3.6.1. It's gone > very smoothly, save one issue that can I find no mention of in the list > archives, on the wiki, or elsewhere. > > After upgrading, images don't display properly. They appear severely > pixilated, to the point that they're meaningless. For example: > * http://tallape.org/images/rt-upgrade/image1-old.png is an image > displayed via the RT-3.4.4 image display code; > http://tallape.org/images/rt-upgrade/image1-new.png is the same image > displayed with the RT-3.6.1 image display code > > * http://tallape.org/images/rt-upgrade/image2-old.png is displayed with > the 3.4.4 code; > http://tallape.org/images/rt-upgrade/image2-new.png is the same image > displayed with the 3.6.1 code. > > I did find this note in the RT-3.6.0 release notes, that might be > relevant: > "Cleaned up the way we were opening files in the image autohandler, > including setting binmode and flushing the buffers to prevent loading > the entire file into memory." > > That said, even if it is relevant, I can't find a way to alter the > behavior. > > Has anyone else experienced this issue, who might have pointers on > resolving it? > > Alternately, anyone have suggestions for ways to debug what's happening? > Even with "Set($LogToSyslog, 'debug');" nothing useful is appearing in > my logs... > > Thanks! > > - 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 > -- From jiri.dlouhy at sxg.cz Tue Oct 10 14:11:44 2006 From: jiri.dlouhy at sxg.cz (Jiri Dlouhy) Date: Tue, 10 Oct 2006 20:11:44 +0200 Subject: [rt-users] Hints for two RT systems interconnection In-Reply-To: <20061010171038.GD10042@bestpractical.com> References: <4528C453.6080007@sxg.cz> <20061009005634.82546.qmail@web53906.mail.yahoo.com> <20061010171038.GD10042@bestpractical.com> Message-ID: <452BE260.2060809@sxg.cz> Yes, this seems to be very usefull. Thank you Dlouhan Jesse Vincent wrote: > You might also want to have a look at: > > http://search.cpan.org/~kevinr/RT-Extension-ExtractSubjectTagOnTransaction-0.01/ > > > On Sun, Oct 08, 2006 at 05:56:34PM -0700, Phanoko wrote: > >> I created a queue called 'NOC-Vendor' and when we have >> to do what you are talking about we just open the >> ticket there and change the requestor email address to >> support at dell.com or whatever. Seems to handle what we >> need rather nicely. >> >> --- Jiri Dlouhy wrote: >> >> >>> Hi all, >>> >>> is there anybody who can provide me some tips or own >>> experiences related >>> to interconnection of two independent RT systems via >>> email interface? >>> >>> The reason behind is that we are going to use RT >>> (it's really cool piece >>> of SW) and we are responsible for technical support. >>> Our >>> customers/requestors, which will send us the >>> requests, have sometimes >>> RT as well thus they don't want to send the tickets >>> to our RT directly >>> but via their RT. >>> >>> Thank you in advance >>> >>> Dlouhan >>> >>> >>> >>> >>> >>> _______________________________________________ >>> >>> >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from >>> O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >>> >> __________________________________________________ >> Do You Yahoo!? >> Tired of spam? Yahoo! Mail has the best spam protection around >> http://mail.yahoo.com >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> > > From putzoa at gmx.de Tue Oct 10 15:35:30 2006 From: putzoa at gmx.de (Andreas Putzo) Date: Tue, 10 Oct 2006 21:35:30 +0200 Subject: [rt-users] cache problem In-Reply-To: References: Message-ID: <200610102135.30791.putzoa@gmx.de> Hi Tanu, On Tuesday 10 October 2006 11:35, Tanu Mehrotra wrote: > As I am trying to make few changes in the web interface (few cosmetic > changes such as changing "Owner" to "Assigned To"), changes are not > reflected. > > Although, I hv cleared the cache from > /export/home/RT/var/mason_data/obj and have restarted the web server > and mason. Perhaps it's your browser cache that needs to be cleared? hth, Andreas From ian.marlier at studentuniverse.com Tue Oct 10 15:45:52 2006 From: ian.marlier at studentuniverse.com (Marlier, Ian) Date: Tue, 10 Oct 2006 15:45:52 -0400 Subject: [rt-users] Image display brokenish after upgrade (3.4.4 -> 3.6.1) Message-ID: > -----Original Message----- > From: Jesse Vincent [mailto:jesse at bestpractical.com] > Sent: Tuesday, October 10, 2006 1:33 PM > To: Marlier, Ian > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Image display brokenish after upgrade (3.4.4 -> > 3.6.1) > > bet you did a dump and reload of your database on mysql without > setting the charset to binary. Right you are... And now for the easy followup: In this context, what does that mean, exactly? I've got lots of information on changing the character set of a column, changing binary output of mysqldump to Hex, creating a column/table with binary as the charset... But in this context, I'm not sure which of those actions (or combination) is the appropriate one. From sjh at harmony.ics.purdue.edu Tue Oct 10 16:26:26 2006 From: sjh at harmony.ics.purdue.edu (Steve Holmes) Date: Tue, 10 Oct 2006 16:26:26 -0400 Subject: [rt-users] problem installing RT 3.6.1 Message-ID: <200610102026.k9AKQRHS028796@harmony.ics.purdue.edu> Background: I've been away from RT for a while, but used to run 2.0.x. I'm making a new install of 3.6.1 on a Solaris 10 server with PERL 5.8.7, configured to use modperl2 and mysql. I had to install or re-install several perl modules for RT dependencies, in particular I installed DBD::mysql 3.0007 The mysql server is on a separate host also running Solaris 10, and mysql 5.0.22. I followed the installation instruction at sun.com (which are slightly out of date, but not so much as to make them unusable), and the installation of RT went smoothly until... make initialize-database This proceeds nicely down to: Now inserting RT core system objects Checking for existing system user...not found. This appears to be a new installation. Creating system user...make: *** [initialize-database] Bus Error (core dumped) I've searched the archives, the wiki, and google and haven't come up with anything useful. Any suggestions? Thanks, Steve Holmes Purdue University From stevefink at gmail.com Tue Oct 10 23:14:07 2006 From: stevefink at gmail.com (Steve Finkelstein) Date: Tue, 10 Oct 2006 23:14:07 -0400 Subject: [rt-users] Automatic assignment of tickets. Message-ID: Hi all, I'm trying to automatically assign tickets whenever someone either a) comments a ticket or alternatively, b) responds to a ticket The conditions are that the current owner is Nobody and the user cannot be user 'X' (my supervisor for instance, might post comments on a ticket first, but he's the boss and we want to exclude him from getting ownership.) Here's the Scrip I put together thus far. If anyone can shed some light, that'd be great! PS: If there is a better forum for me to post this on, I'd be more than happy to not waste any of your bandwidth and go there. Description: Ticket Auto Assign Condition: On Comment (I'm not sure how to get On Comment AND On reply at the same time? Need two different Scrips?) Action: User Defined Template: Global Template: Transaction (I'm not sure what this does, need to look it up on the Wiki) Stage: Disabled (No idea what this one does either ..) Custom Condition: Custom Action Preparation Code: my $notOwner = "billybob"; # I don't want billybob to get assigned any tickets no matter if he replies first my $Actor = $self->TransactionObj->Creator; return 1 unless $self->TicketObj->Owner == $RT::Nobody->id; $RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to user #". $Actor ); my ($status, $msg) = $self->TicketObj->SetOwner( $Actor ) unless $Actor == $notOwner; unless ( $status ) { $RT::Logger->error( "Impossible to assign the ticket to $Actor: $msg" ); return undef; } return 1; Custom action cleanup code: return 1; This doesn't look to do the trick. Any suggestions again, would be more than appreciated. Thanks all! -- Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From tanu at cadence.com Wed Oct 11 01:14:21 2006 From: tanu at cadence.com (Tanu Mehrotra) Date: Wed, 11 Oct 2006 10:44:21 +0530 Subject: [rt-users] no queue Message-ID: log in as root click on queue->new queue , create the queues Now when the person(from ldap) logs in, will find the option to click on queue which will in return take the user to create a new ticket option page. -Tanu -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Yannick Majoros Sent: Tuesday, October 10, 2006 8:54 PM To: RT-Users at lists.bestpractical.com Subject: [rt-users] no queue Hello again, When a user (actually from ldap) logs in, and tries to create a new ticket, a screen is displayed to choose a queue for the new ticket... But there is not any choice or any button to go further, although there is a "general" queue. Does anyone have any clue to solve that? Thank you, -- ---------------------------------------------------------------------- Yannick Majoros http://www.inma.ucl.ac.be/~majoros Informaticien UCL/INMA-MEMA 4, avenue G. Lema?tre B-1348 Louvain-la-Neuve Tel: +32-10-47.80.10 Fax: +32-10-47.21.80 ---------------------------------------------------------------------- Mon calendrier en ligne : http://www.inma.ucl.ac.be/~majoros/calendar Accents bizarres ? http://www.inma.ucl.ac.be/~majoros/email.html ---------------------------------------------------------------------- From tag at reaper.org Wed Oct 11 04:34:12 2006 From: tag at reaper.org (TAG) Date: Wed, 11 Oct 2006 10:34:12 +0200 (SAST) Subject: [rt-users] keep having to log in Message-ID: <27912.170.148.10.46.1160555652.squirrel@reaper.org> Hi, I am new to RT and have rt-3.6.1 installed on gentoo. The install is using FastCGI. I get the login screen and I can login successfully. Whenever I select an option (new user, new ticket, etc) I am taken to the login screen again and have to re-login all the time. I am using Firefox to access the rt website - does this matter? Has anyone any pointers to where I can go to get this sorted? Many thanks Tonino From mag at caravan.ru Wed Oct 11 07:57:50 2006 From: mag at caravan.ru (Alexey G Misyurenko) Date: Wed, 11 Oct 2006 15:57:50 +0400 Subject: [rt-users] Re: Attachments subject from message header twice encode to utf8 In-Reply-To: <452CD774.2020400@caravan.ru> References: <452CD774.2020400@caravan.ru> Message-ID: <452CDC3E.8000209@caravan.ru> Sorry previose patch was not correct > p.s. I don't know is Encode::_utf8_on using is needed.... *** local/html/Ticket/Elements/ShowMessageHeaders Wed Oct 11 15:32:37 2006 --- share/html/Ticket/Elements/ShowMessageHeaders Tue Jun 20 02:44:04 2006 *************** $content = $m->interp->apply_escapes($co *** 65,80 **** my @lines = split /\n/, $content; my $in_header = 0; my @headers; - my $msgtag; - my $msgval; for (@lines) { if (/^(\S+):\s+(.*)$/) { ! $msgtag = $1; ! $msgval = $2; ! Encode::_utf8_on($msgval); ! eval { $msgval = Encode::decode_utf8($msgval) }; ! push @headers, { Tag => $msgtag, Value => msgval }; } elsif (/^\s+/) { $headers[-1]->{'Value'} .= $_; --- 65,74 ---- my @lines = split /\n/, $content; my $in_header = 0; my @headers; for (@lines) { if (/^(\S+):\s+(.*)$/) { ! push @headers, { Tag => $1, Value => $2 }; } elsif (/^\s+/) { $headers[-1]->{'Value'} .= $_; From meschenbrenner at citilog.fr Wed Oct 11 08:14:13 2006 From: meschenbrenner at citilog.fr (Manuel ESCHENBRENNER) Date: Wed, 11 Oct 2006 14:14:13 +0200 Subject: [rt-users] rt 3.6 : apache2 configuration issues Message-ID: I am trying to get RT 3.6 running with apache2 on Ubuntu for 2 weeks now... I'm not very advanced in RT nor Linux I really look at a lot of places to find the right helpful information about apache2 settings for RT 3.6 that are required to get out of the "almost here". I know that my apache2 configuration is wrong and found a lot about this but never in this particular configuration. RT3.6 + apache2 Parameter samples are always related to RT 3.4+apache2 or RT3.6+Apache and did not work. I tried almost all samples available in related links from your advices: http://wiki.bestpractical.com/ (the place lots of answers) http://gossamer-threads.com/lists/rt/ (searchable list archives) http://www.google.com/ (I generally start "+RT+MostUniqueErrMsg") And some more... Can anyone point me in the right direction? Thanks. Manuel Eschenbrenner From meschenbrenner at citilog.fr Wed Oct 11 08:21:33 2006 From: meschenbrenner at citilog.fr (Manuel) Date: Wed, 11 Oct 2006 14:21:33 +0200 Subject: [rt-users] rt 3.6 : apache2 configuration issues In-Reply-To: Message-ID: <01b801c6ed2f$ca955d30$c264130a@citilog.intra> Sorry for the repetition. Just experiencing some delay in using this for the first time while changing accounts records. Regards, Manuel E From mag at caravan.ru Wed Oct 11 07:37:24 2006 From: mag at caravan.ru (Alexey G Misyurenko) Date: Wed, 11 Oct 2006 15:37:24 +0400 Subject: [rt-users] Attachments subject from message header twice encode to utf8 Message-ID: <452CD774.2020400@caravan.ru> Hello! Can't any body also have next one problems Message Header Subject which is stored on database in utf8 encoding is one more time encoded to utf8 before it is shown ? (the same result in 3.4.4 and 3.6.1 ) Currently I find next workaround (against 3.6.1). This is only workaround the 'bug' is taken more early. Also by this bug is affected corresponded replies from RT to e-mail users. p.s. I don't know is Encode::_utf8_on using is needed.... *** local/html/Ticket/Elements/ShowMessageHeaders Wed Oct 11 15:32:37 2006 --- share/html/Ticket/Elements/ShowMessageHeaders Tue Jun 20 02:44:04 2006 *************** $content = $m->interp->apply_escapes($co *** 65,80 **** my @lines = split /\n/, $content; my $in_header = 0; my @headers; - my $msgtag; - my $msgval; for (@lines) { if (/^(\S+):\s+(.*)$/) { ! $msgtag = $1; ! $msgval = $2; ! Encode::_utf8_on($msgval); ! eval { $magtext = Encode::decode_utf8($msgval) }; ! push @headers, { Tag => $magtag, Value => $magtext }; } elsif (/^\s+/) { $headers[-1]->{'Value'} .= $_; --- 65,74 ---- my @lines = split /\n/, $content; my $in_header = 0; my @headers; for (@lines) { if (/^(\S+):\s+(.*)$/) { ! push @headers, { Tag => $1, Value => $2 }; } elsif (/^\s+/) { $headers[-1]->{'Value'} .= $_; From Wolfgang.Fuertbauer at ebewe.com Wed Oct 11 08:55:59 2006 From: Wolfgang.Fuertbauer at ebewe.com (Wolfgang.Fuertbauer at ebewe.com) Date: Wed, 11 Oct 2006 14:55:59 +0200 Subject: [rt-users] Whats the best way to involve external persons without loosing control over the ticket Message-ID: Hi everybody, I'd like to ask for a "best practice": My help helpdesk shall alway have control over the ticket eg be the owner; on the other hand, they may need to involve additional persons (sub contracters, ...) What's the best way to bring them in the game ? Any suggestion welcome Wolfgang ---------------------------------------------------------------------- Wolfgang Fuertbauer (e-Mail: Wolfgang.Fuertbauer at ebewe.com) EBEWE Pharma Mondseestrasse 11 4866 Unterach, Austria Tel +43 7665 8123 315 Mobile: +43 664 8397987 Fax +43 7665 8123 1487 http://www.ebewe.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From shildret at scotth.emsphone.com Wed Oct 11 09:41:09 2006 From: shildret at scotth.emsphone.com (Scott T. Hildreth) Date: Wed, 11 Oct 2006 08:41:09 -0500 Subject: [rt-users] rt 3.6 : apache2 configuration issues In-Reply-To: References: Message-ID: <1160574069.52932.167.camel@scotth.emsphone.com> Can you post your httpd.conf, the rt section? On Wed, 2006-10-11 at 14:14 +0200, Manuel ESCHENBRENNER wrote: > I am trying to get RT 3.6 running with apache2 on Ubuntu for 2 weeks > now... > I'm not very advanced in RT nor Linux > > I really look at a lot of places to find the right helpful information > about apache2 settings for RT 3.6 that are required to get out of the > "almost here". > > I know that my apache2 configuration is wrong and found a lot about this > but never in this particular configuration. RT3.6 + apache2 Parameter > samples are always related to RT 3.4+apache2 or RT3.6+Apache and did not > work. I tried almost all samples available in related links from your > advices: > > http://wiki.bestpractical.com/ (the place lots of answers) > http://gossamer-threads.com/lists/rt/ (searchable list archives) > http://www.google.com/ (I generally start > "+RT+MostUniqueErrMsg") And some more... > > Can anyone point me in the right direction? > > Thanks. > > Manuel Eschenbrenner > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Scott T. Hildreth From sturner at MIT.EDU Wed Oct 11 10:06:17 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 11 Oct 2006 10:06:17 -0400 Subject: [rt-users] Automatic assignment of tickets. In-Reply-To: Message-ID: <015b01c6ed3e$6d6fb330$76059812@bjh> Hi all, I'm trying to automatically assign tickets whenever someone either a) comments a ticket or alternatively, b) responds to a ticket The conditions are that the current owner is Nobody and the user cannot be user 'X' (my supervisor for instance, might post comments on a ticket first, but he's the boss and we want to exclude him from getting ownership.) Here's the Scrip I put together thus far. If anyone can shed some light, that'd be great! PS: If there is a better forum for me to post this on, I'd be more than happy to not waste any of your bandwidth and go there. Description: Ticket Auto Assign Condition: On Comment (I'm not sure how to get On Comment AND On reply at the same time? Need two different Scrips?) Action: User Defined Template: Global Template: Transaction (I'm not sure what this does, need to look it up on the Wiki) Stage: Disabled (No idea what this one does either ..) Custom Condition: Custom Action Preparation Code: my $notOwner = "billybob"; # I don't want billybob to get assigned any tickets no matter if he replies first my $Actor = $self->TransactionObj->Creator; return 1 unless $self->TicketObj->Owner == $RT::Nobody->id; $RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to user #". $Actor ); my ($status, $msg) = $self->TicketObj->SetOwner( $Actor ) unless $Actor == $notOwner; unless ( $status ) { $RT::Logger->error( "Impossible to assign the ticket to $Actor: $msg" ); return undef; } return 1; Custom action cleanup code: return 1; This doesn't look to do the trick. Any suggestions again, would be more than appreciated. Thanks all! -- Steve ------------------------------------------ Hi Steve, This is exactly the right forum! You don't mention what's actually happening - in what way is this failing? Are there error messages in the RT log when this scrip is activated? Or does it just silently not do what you want? To have the scrip respond to either a comment or a reply, you could use a custom/user-defined condition that checks the transaction type - relevant values are 'Comment' and 'Correspond'. For scrips that don't need to send email, you should use the Blank template. I did notice one thing in the code: "unless $Actor == $notOwner". This won't work, as $Actor is an Id number whereas $notOwner is a user name (string). You can get the user name of the "actor" by doing $self->TransactionObj->CreatorObj->Name. Good luck, Steve ---------------------------------------- Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From blkline at attglobal.net Wed Oct 11 09:52:28 2006 From: blkline at attglobal.net (Barry L. Kline) Date: Wed, 11 Oct 2006 09:52:28 -0400 Subject: [rt-users] Mojo for Callback placement? Message-ID: <452CF71C.6080308@attglobal.net> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I use RTCRON to escalate the priority of tickets. A nasty byproduct of this package is a long list of transactions in a given ticket's history. I want to eliminate "Set" "Priority" transactions from a ticket's history when displaying the ticket. I found the file where the history is created: /opt/rt3/share/html/Ticket/Elements/ShowHistory and within that file found the appropriate area with a callback: while ( my $Transaction = $Transactions->Next ) { my $skip = 0; $m->comp( '/Elements/Callback', _CallbackName => 'SkipTransaction', Transaction => $Transaction, skip => \$skip, %ARGS ); next if $skip; $i++; So what I want is to create a callback that returns a "0" if the transaction is to be displayed, or a "1" if it is to be skipped. (I'm essentially wanting to rid myself of "Set" "Priority" transactions from the output. Now here is the part I'm finding difficult to grok... given the path shown above, where do I create the code for the callback? I assume that the end of the path would be: [something here]../Ticket/Elements/ShowHistory/SkipTransaction but I'm unclear what the first part of that path is. While the "RT Essentials" book has been an extraordinary resource for working with RT, it doesn't seem to cover Callbacks at all. The wiki offers some suggestions but I'm still unclear. I've tried a couple of different locations but I'm shooting in the dark, without success. To sum this all up, what would the fully qualified name of the file containing the callback code be? Thanks very much in advance for your help. Barry -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.6 (GNU/Linux) iD8DBQFFLPccCFu3bIiwtTARAqAYAKCODbBBoy80E/6VwVQLYB19efzqKACbBe0v 7kWDkj3/zVh77+c4/cuKtC0= =TyYG -----END PGP SIGNATURE----- From jesse at bestpractical.com Wed Oct 11 10:56:19 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 11 Oct 2006 10:56:19 -0400 Subject: [rt-users] Mojo for Callback placement? In-Reply-To: <452CF71C.6080308@attglobal.net> References: <452CF71C.6080308@attglobal.net> Message-ID: <20061011145619.GS10042@bestpractical.com> > So what I want is to create a callback that returns a "0" if the > transaction is to be displayed, or a "1" if it is to be skipped. (I'm > essentially wanting to rid myself of "Set" "Priority" transactions from > the output. > > Now here is the part I'm finding difficult to grok... given the path > shown above, where do I create the code for the callback? I assume that > the end of the path would be: > > [something here]../Ticket/Elements/ShowHistory/SkipTransaction > > but I'm unclear what the first part of that path is. Grab a copy of RTIR 2.0. It should have a callback that does this to learn from. -j > > While the "RT Essentials" book has been an extraordinary resource for > working with RT, it doesn't seem to cover Callbacks at all. The wiki > offers some suggestions but I'm still unclear. I've tried a couple of > different locations but I'm shooting in the dark, without success. > > To sum this all up, what would the fully qualified name of the file > containing the callback code be? > > Thanks very much in advance for your help. > > Barry > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.2.6 (GNU/Linux) > > iD8DBQFFLPccCFu3bIiwtTARAqAYAKCODbBBoy80E/6VwVQLYB19efzqKACbBe0v > 7kWDkj3/zVh77+c4/cuKtC0= > =TyYG > -----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 > -- From meschenbrenner at citilog.fr Wed Oct 11 11:03:14 2006 From: meschenbrenner at citilog.fr (Manuel) Date: Wed, 11 Oct 2006 17:03:14 +0200 Subject: [rt-users] rt 3.6 : apache2 configuration issues In-Reply-To: <1160574069.52932.167.camel@scotth.emsphone.com> Message-ID: <01c201c6ed46$6a9ff7c0$c264130a@citilog.intra> Here they are... As I said this are just copies of example found in links since I do not understand all directives implications especially those related to INODB and perl. First here are my current general configuration: RT: 3.6.0 (from RT.pm) Perl: Rev 5 ver 8 sub 7 Linux 2.6.10 i486 linux-thread-multi MySQL: 5.0.22 Debian_0ubuntu6.06.2 Apache2: 2.0.55 Config file (copy from my Windows PC) --------- ServerName MYSERVERNAME DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 # this line applies to Apache2+mod_perl2 only # Below line might be incorrect, I had to use: # PerlModule Apache2::compat # mod_perl 2.0.1 from FC4 Linux PerlModule Apache2 Apache::compat PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason ------------ This one gives me the syntax error on line 10 (first PerlModule) ... I guess perl is not properly linked to apache2... How can I check this? I tried several different but there is always something wrong somewhere Thanks Manuel -----Message d'origine----- De?: Scott T. Hildreth [mailto:shildret at scotth.emsphone.com] Envoy??: mercredi 11 octobre 2006 15:41 ??: Manuel ESCHENBRENNER Cc?: rt-users at lists.bestpractical.com Objet?: Re: [rt-users] rt 3.6 : apache2 configuration issues Can you post your httpd.conf, the rt section? On Wed, 2006-10-11 at 14:14 +0200, Manuel ESCHENBRENNER wrote: > I am trying to get RT 3.6 running with apache2 on Ubuntu for 2 weeks > now... > I'm not very advanced in RT nor Linux > > I really look at a lot of places to find the right helpful information > about apache2 settings for RT 3.6 that are required to get out of the > "almost here". > > I know that my apache2 configuration is wrong and found a lot about this > but never in this particular configuration. RT3.6 + apache2 Parameter > samples are always related to RT 3.4+apache2 or RT3.6+Apache and did not > work. I tried almost all samples available in related links from your > advices: > > http://wiki.bestpractical.com/ (the place lots of answers) > http://gossamer-threads.com/lists/rt/ (searchable list archives) > http://www.google.com/ (I generally start > "+RT+MostUniqueErrMsg") And some more... > > Can anyone point me in the right direction? > > Thanks. > > Manuel Eschenbrenner > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Scott T. Hildreth From todd at chaka.net Wed Oct 11 11:27:05 2006 From: todd at chaka.net (Todd Chapman) Date: Wed, 11 Oct 2006 11:27:05 -0400 Subject: [rt-users] Mojo for Callback placement? In-Reply-To: <452CF71C.6080308@attglobal.net> References: <452CF71C.6080308@attglobal.net> Message-ID: <20061011152705.GB16096@chaka.net> On Wed, Oct 11, 2006 at 09:52:28AM -0400, Barry L. Kline wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > I use RTCRON to escalate the priority of tickets. A nasty byproduct of > this package is a long list of transactions in a given ticket's history. > I want to eliminate "Set" "Priority" transactions from a ticket's > history when displaying the ticket. > > I found the file where the history is created: > > /opt/rt3/share/html/Ticket/Elements/ShowHistory > > and within that file found the appropriate area with a callback: > > while ( my $Transaction = $Transactions->Next ) { > my $skip = 0; > $m->comp( '/Elements/Callback', > _CallbackName => 'SkipTransaction', > Transaction => $Transaction, > skip => \$skip, > %ARGS ); > next if $skip; > $i++; > > > So what I want is to create a callback that returns a "0" if the > transaction is to be displayed, or a "1" if it is to be skipped. (I'm > essentially wanting to rid myself of "Set" "Priority" transactions from > the output. > > Now here is the part I'm finding difficult to grok... given the path > shown above, where do I create the code for the callback? I assume that > the end of the path would be: $ mkdir -p /opt/rt3/local/html/Callbacks/MyCallbacks/Ticket/Elements/ShowHistory $ vi /opt/rt3/local/html/Callbacks/MyCallbacks/Ticket/Elements/ShowHistory/SkipTransaction > > [something here]../Ticket/Elements/ShowHistory/SkipTransaction > > but I'm unclear what the first part of that path is. > > While the "RT Essentials" book has been an extraordinary resource for > working with RT, it doesn't seem to cover Callbacks at all. The wiki > offers some suggestions but I'm still unclear. I've tried a couple of > different locations but I'm shooting in the dark, without success. > > To sum this all up, what would the fully qualified name of the file > containing the callback code be? > > Thanks very much in advance for your help. > > Barry > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.2.6 (GNU/Linux) > > iD8DBQFFLPccCFu3bIiwtTARAqAYAKCODbBBoy80E/6VwVQLYB19efzqKACbBe0v > 7kWDkj3/zVh77+c4/cuKtC0= > =TyYG > -----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 From stevefink at gmail.com Wed Oct 11 12:35:50 2006 From: stevefink at gmail.com (Steve Finkelstein) Date: Wed, 11 Oct 2006 12:35:50 -0400 Subject: [rt-users] Automatic assignment of tickets. In-Reply-To: References: <452CE2B5.9000201@ucrwcu.rwc.uc.edu> Message-ID: Apologies, I sent my original reply to Drew personally instead of the list. Here's one other question I had: Drew, That helped a ton, shesh. Not sure how I missed it! Another question. Is there a condition which meets BOTH a comment AND a reply? Would On Correspondance fit that category? Thanks a ton, this is great. On 10/11/06, Steve Finkelstein wrote: > > Drew, > > That helped a ton, shesh. Not sure how I missed it! > > Another question. Is there a condition which meets BOTH a comment AND a > reply? Would On Correspondance fit that category? > > Thanks a ton, this is great. > > -- Steve > > > > On 10/11/06, Drew Barnes wrote: > > > > Stage: Disabled means the scrip won't run. You need to set that to > > TransactionCreate before it will even have a chance. > > > > DB > > > > Steve Finkelstein wrote: > > > Hi all, > > > > > > I'm trying to automatically assign tickets whenever someone either > > > > > > a) comments a ticket or alternatively, > > > b) responds to a ticket > > > > > > The conditions are that the current owner is Nobody and the user > > > cannot be user 'X' (my supervisor for instance, might post comments on > > > > > a ticket first, but he's the boss and we want to exclude him from > > > getting ownership.) Here's the Scrip I put together thus far. If > > > anyone can shed some light, that'd be great! > > > > > > PS: If there is a better forum for me to post this on, I'd be more > > > than happy to not waste any of your bandwidth and go there. > > > > > > Description: Ticket Auto Assign > > > Condition: On Comment (I'm not sure how to get On Comment AND On reply > > > at the same time? Need two different Scrips?) > > > Action: User Defined > > > Template: Global Template: Transaction (I'm not sure what this does, > > > need to look it up on the Wiki) > > > Stage: Disabled (No idea what this one does either ..) > > > Custom Condition: > > > Custom Action Preparation Code: > > > > > > my $notOwner = "billybob"; # I don't want billybob to get assigned any > > > tickets no matter if he replies first > > > my $Actor = $self->TransactionObj->Creator; > > > > > > return 1 unless $self->TicketObj->Owner == $RT::Nobody->id; > > > $RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to > > > user #". $Actor ); > > > my ($status, $msg) = $self->TicketObj->SetOwner( $Actor ) unless > > > $Actor == $notOwner; > > > unless ( $status ) { > > > $RT::Logger->error( "Impossible to assign the ticket to $Actor: > > > $msg" ); > > > return undef; > > > } > > > return 1; > > > Custom action cleanup code: return 1; > > > > > > This doesn't look to do the trick. Any suggestions again, would be > > > more than appreciated. > > > > > > Thanks all! > > > -- > > > 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 > > > > -- > > Drew Barnes > > Applications Analyst > > Raymond Walters College > > University of Cincinnati > > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From dlbewley at library.ucdavis.edu Wed Oct 11 12:36:48 2006 From: dlbewley at library.ucdavis.edu (Dale Bewley) Date: Wed, 11 Oct 2006 09:36:48 -0700 Subject: [rt-users] 3.6.1 change record format on at a glance page In-Reply-To: <1160157803.28114.123.camel@tofu.lib.ucdavis.edu> References: <1160157803.28114.123.camel@tofu.lib.ucdavis.edu> Message-ID: <1160584608.15954.161.camel@tofu.lib.ucdavis.edu> On Fri, 2006-10-06 at 11:03 -0700, Dale Bewley wrote: > RT 3.6.1. > I've changed my default search results to include some custom fields by > modifying $DefaultSearchResultFormat in RT_SiteConfig.pm. > > Additionally, I want to change the default format on the at a glance > page to include these fields. I found this page > http://wiki.bestpractical.com/index.cgi?ChangeDefaultRTAtAGlance > which is about what is displayed on the page rather than how. > > So, I tried to assume and extrapolate like this: > > The default search formats are apparently stored in the Attributes table > and created by RT_System i.e. Creator = 1. > > mysql> select id, name, description from Attributes where Creator = 1; > +----+--------------------------+-------------------------------------+ > | id | name | description | > +----+--------------------------+-------------------------------------+ > | 19 | Search - My Tickets | [_1] highest priority tickets I own | > | 20 | Search - Unowned Tickets | [_1] newest unowned tickets | > | 21 | HomepageSettings | HomepageSettings | > +----+--------------------------+-------------------------------------+ > > As user 104, I customized the search results to my satisfaction. > > mysql> select id, name, description from Attributes where Creator = 104; > +----+-----------------------+-------------+ > | id | name | description | > +----+-----------------------+-------------+ > | 22 | Pref-RT::Attribute-19 | NULL | > | 23 | Pref-SummaryRows | NULL | > | 25 | Pref-HomepageSettings | NULL | > | 26 | Pref-RT::Attribute-20 | NULL | > +----+-----------------------+-------------+ > > I then updated the default searches with the content of my customized > search. > > mysql> update Attributes set Content = 'BQcDAAAABBc...' where id = 19; > Query OK, 1 row affected (0.04 sec) > Rows matched: 1 Changed: 1 Warnings: 0 > > mysql> update Attributes set Content = 'BQcDAAAABBcPQ...' where id = 20; > Query OK, 1 row affected (0.04 sec) > Rows matched: 1 Changed: 1 Warnings: 0 > > But now, the at a glance results are all blank. Is there a better way to > do this, or at least a tweak to this method? Well, apparently there is not yet an ordained method for this. :) I did find out why the results are blank. If I modify Elements/ShowSearch to Data::Dumper the $search->Content hash, I can see that the content from my record does not contain a query value unlike the content in the default record #20. Mine: $VAR1 = { 'Order' => 'ASC|ASC|ASC|ASC', 'OrderBy' => 'id', 'Format' => '\'__id__/TITLE:#\', \'__Subject__/TITLE:Subject\', \'__CustomField.{Department}__/TITLE:Dept\', \'__CustomField.{SubQueue}__/TITLE:Area\', \'__QueueName__\', \'__CreatedRelative__\', \'__loc(Take)__/TITLE:  \'', 'RowsPerPage' => '0' }; Default: $VAR1 = { 'Order' => 'DESC', 'Query' => ' Owner = \'Nobody\' AND ( Status = \'new\' OR Status = \'open\')', 'OrderBy' => 'Created', 'Format' => '\'__id__/TITLE:#\', \'__Subject__/TITLE:Subject\', QueueName, ExtendedStatus, CreatedRelative, \'__loc(Take)__/TITLE: \' ' }; So, I guess if I can hack together some code to build a suitable hash then nfreeze and base64 encode it (as seen in Attribute.pm), I'll have a string that will fit. I tried to decode the content field on the cmd line and got a Storable module error: Storable binary image v33.81 more recent than I am (v2.7) at ../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/thaw.al) line 366 I assume this means there's some difference in Storable.pm as seen by mod_perl versus perl and that I'll have to do this freezing inside Mason. Hints happily accepted. -- Dale Bewley - Unix Administrator - Shields Library - UC Davis GPG: 0xB098A0F3 0D5A 9AEB 43F4 F84C 7EFD 1753 064D 2583 B098 A0F3 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part URL: From kyle at lodge.glasgownet.com Wed Oct 11 12:39:30 2006 From: kyle at lodge.glasgownet.com (Kyle Gordon) Date: Wed, 11 Oct 2006 17:39:30 +0100 Subject: [rt-users] eDirectory authentication and creation Message-ID: <4b29d1a62d352b35e030c2187a3388bd@lovelace.midden.org.uk> Hi all, I'm having a few issues setting up LDAP/eDirectory authentication and user creation with RT3.4 on Ubuntu Dapper. I've followed the instructions on http://wiki.bestpractical.com/index.cgi? LDAP, and am using it purely for authentication, and then user creation if the user does not exist in the RT database. When I go to log in as a valid eDir user, I get the following error messages... Oct 11 17:12:53 ticketbox RT: Trying LDAP authentication Oct 11 17:12:53 ticketbox RT: RT::User::IsLDAPPassword AUTH FAILED: KyleG (/usr/share/request-tracker3.4/lib/RT/User_Local.pm:182) Oct 11 17:12:53 ticketbox RT: RT::User::IsPassword auth method IsLDAPPassword FAILED Oct 11 17:12:53 ticketbox RT: RT::User::IsInternalPassword AUTH FAILED (no passwd): KyleG (/usr/share/request-tracker3.4/lib/RT/User_Local.pm:232) Oct 11 17:12:53 ticketbox RT: RT::User::IsPassword auth method IsInternalPassword FAILED Oct 11 17:12:53 ticketbox RT: FAILED LOGIN for KyleG from 10.30.213.156 (/usr/share/request-tracker3.4/html/autohandler:191) I've posted the RT_SiteConfig.pm to http://lodge.glasgownet.com/~bagpuss/RT_SiteConfig.pm.txt, if anyone is interested in it. Where would be the best place to start looking for the failure reason? I'm confident the user and pass is correct :-) Regards Kyle From stevefink at gmail.com Wed Oct 11 13:21:28 2006 From: stevefink at gmail.com (Steve Finkelstein) Date: Wed, 11 Oct 2006 13:21:28 -0400 Subject: [rt-users] Automatic assignment of tickets. In-Reply-To: <015b01c6ed3e$6d6fb330$76059812@bjh> References: <015b01c6ed3e$6d6fb330$76059812@bjh> Message-ID: Stephen, Thanks much for the reply. So I had this code working before, but the following seems to have broken it: ------ my $notOwner1 = "foo"; my $notOwner2 = "bar"; my $Actor = $self->TransactionObj->CreatorObj->Name; return 1 unless $self->TicketObj->Owner == $RT::Nobody->id; $RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to user #". $Actor ); my ($status, $msg) = $self->TicketObj->SetOwner( $Actor ) unless ($Actor == $notOwner1 || $Actor == $notOwner2); unless ( $status ) { $RT::Logger->error( "Impossible to assign the ticket to $Actor: $msg" ); return undef; } return 1; ----- I make a comment as a non-foo user and it keeps owner as nobody. I've tried a different assortment of booleans to see which this particular perl interpreter will take without much luck. I'm also trying to find as much documentation as I can on all the methods and objects that're available for use. Thanks so much for your reply. If you have any insight on this particular segment, I'd really appreciate it. -- Steve On 10/11/06, Stephen Turner wrote: > > Hi all, > > I'm trying to automatically assign tickets whenever someone either > > a) comments a ticket or alternatively, > b) responds to a ticket > > The conditions are that the current owner is Nobody and the user > cannot be user 'X' (my supervisor for instance, might post comments on a > ticket first, but he's the boss and we want to exclude him from getting > ownership.) Here's the Scrip I put together thus far. If anyone can shed > some light, that'd be great! > > PS: If there is a better forum for me to post this on, I'd be more > than happy to not waste any of your bandwidth and go there. > > Description: Ticket Auto Assign > Condition: On Comment (I'm not sure how to get On Comment AND On > reply at the same time? Need two different Scrips?) > Action: User Defined > Template: Global Template: Transaction (I'm not sure what this > does, > need to look it up on the Wiki) > Stage: Disabled (No idea what this one does either ..) > Custom Condition: > Custom Action Preparation Code: > > my $notOwner = "billybob"; # I don't want billybob to get assigned > any tickets no matter if he replies first > my $Actor = $self->TransactionObj->Creator; > > return 1 unless $self->TicketObj->Owner == $RT::Nobody->id; > $RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." > to > user #". $Actor ); > my ($status, $msg) = $self->TicketObj->SetOwner( $Actor ) unless > $Actor == $notOwner; > unless ( $status ) { > $RT::Logger->error( "Impossible to assign the ticket to > $Actor: > $msg" ); > return undef; > } > return 1; > Custom action cleanup code: return 1; > > This doesn't look to do the trick. Any suggestions again, would be > more than appreciated. > > Thanks all! > -- > Steve > > ------------------------------------------ > Hi Steve, > > This is exactly the right forum! > > You don't mention what's actually happening - in what way is this failing? > Are there error messages in the RT log when this scrip is activated? Or > does > it just silently not do what you want? > > To have the scrip respond to either a comment or a reply, you could use a > custom/user-defined condition that checks the transaction type - relevant > values are 'Comment' and 'Correspond'. > > For scrips that don't need to send email, you should use the Blank > template. > > I did notice one thing in the code: "unless $Actor == $notOwner". This > won't > work, as $Actor is an Id number whereas $notOwner is a user name (string). > You can get the user name of the "actor" by doing > $self->TransactionObj->CreatorObj->Name. > > Good luck, > Steve > > ---------------------------------------- > Stephen Turner > Senior Programmer/Analyst - Client Support Services > MIT Information Services and Technology (IS&T) > > > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From twilson at buffalo.k12.mn.us Wed Oct 11 13:29:17 2006 From: twilson at buffalo.k12.mn.us (Tim Wilson) Date: Wed, 11 Oct 2006 12:29:17 -0500 Subject: [rt-users] eDirectory authentication and creation In-Reply-To: <4b29d1a62d352b35e030c2187a3388bd@lovelace.midden.org.uk> References: <4b29d1a62d352b35e030c2187a3388bd@lovelace.midden.org.uk> Message-ID: <452CE39D.F8B4.0061.0@buffalo.k12.mn.us> >>> On Wed, Oct 11, 2006 at 11:39 AM, in message <4b29d1a62d352b35e030c2187a3388bd at lovelace.midden.org.uk>, Kyle Gordon wrote: > I'm having a few issues setting up LDAP/eDirectory authentication and user > creation with RT3.4 on Ubuntu Dapper. Kyle, I've got a similar setup and I was having some problems too. I've discovered that each time I authenticate to eDirectory through RT, our Novell system is registering a failed login attempt even though the authentication was successful. That was decrementing my grace logins until they expired, at which point authentication via RT would fail. I ended up turning off that feature so that I have an unlimited number of login attempts. Further, we discovered that the problem wasn't uniform. Some users aren't affected and some are. It appears that users created with the pre-ConsoleOne admin tool behave differently than newer users. We haven't nailed everything down yet. -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us From kyle at lodge.glasgownet.com Wed Oct 11 13:46:49 2006 From: kyle at lodge.glasgownet.com (Kyle Gordon) Date: Wed, 11 Oct 2006 18:46:49 +0100 Subject: [rt-users] eDirectory authentication and creation In-Reply-To: <452CE39D.F8B4.0061.0@buffalo.k12.mn.us> References: <4b29d1a62d352b35e030c2187a3388bd@lovelace.midden.org.uk> <452CE39D.F8B4.0061.0@buffalo.k12.mn.us> Message-ID: <200610111846.50023.kyle@lodge.glasgownet.com> On Wednesday 11 October 2006 18:29, Tim Wilson wrote: > >>> On Wed, Oct 11, 2006 at 11:39 AM, in message > > <4b29d1a62d352b35e030c2187a3388bd at lovelace.midden.org.uk>, Kyle Gordon > > wrote: > > I'm having a few issues setting up LDAP/eDirectory authentication and > > user > > > creation with RT3.4 on Ubuntu Dapper. > > Kyle, > > I've got a similar setup and I was having some problems too. I've > discovered that each time I authenticate to eDirectory through RT, our > Novell system is registering a failed login attempt even though the > authentication was successful. That was decrementing my grace logins > until they expired, at which point authentication via RT would fail. I > ended up turning off that feature so that I have an unlimited number of > login attempts. Further, we discovered that the problem wasn't uniform. > Some users aren't affected and some are. It appears that users created > with the pre-ConsoleOne admin tool behave differently than newer users. > We haven't nailed everything down yet. > Hey, Thanks for the info. My grace login count is at the level it should be, and intruder lockout is disabled - so all appears to be good from that angle. I'm going to sleep on it and see what I come up with tomorrow :-) Regards Kyle From shildreth at allantgroup.com Wed Oct 11 14:42:50 2006 From: shildreth at allantgroup.com (Scott T. Hildreth) Date: Wed, 11 Oct 2006 13:42:50 -0500 Subject: [rt-users] rt 3.6 : apache2 configuration issues In-Reply-To: <01c201c6ed46$6a9ff7c0$c264130a@citilog.intra> References: <01c201c6ed46$6a9ff7c0$c264130a@citilog.intra> Message-ID: <1160592170.52932.200.camel@scotth.emsphone.com> On Wed, 2006-10-11 at 17:03 +0200, Manuel wrote: > Here they are... > As I said this are just copies of example found in links since I do not > understand all directives implications especially those related to INODB and > perl. > Do you have mod_perl installed? Here is what I have (I don't use a VirtualHost) ####################################### Alias /rt /usr/local/rt-3.6pre0/share/html/ SetHandler perl-script PerlHandler RT::Mason PerlModule Apache::DBI PerlRequire /usr/local/rt-3.6pre0/bin/webmux.pl ... (I left out the ldap settings) SetHandler perl-script PerlHandler RT::Mason ########################################## PerlModule Apache2 Apache::compat <= You don't need this. > > PerlModule Apache::DBI > PerlRequire /opt/rt3/bin/webmux.pl > > > SetHandler perl-script > PerlHandler RT::Mason > > > ------------ > This one gives me the syntax error on line 10 (first PerlModule) ... > > I guess perl is not properly linked to apache2... > How can I check this? > I tried several different but there is always something wrong somewhere > > > Thanks > > Manuel > > > -----Message d'origine----- > De : Scott T. Hildreth [mailto:shildret at scotth.emsphone.com] > Envoy? : mercredi 11 octobre 2006 15:41 > ? : Manuel ESCHENBRENNER > Cc : rt-users at lists.bestpractical.com > Objet : Re: [rt-users] rt 3.6 : apache2 configuration issues > > > Can you post your httpd.conf, the rt section? > > On Wed, 2006-10-11 at 14:14 +0200, Manuel ESCHENBRENNER wrote: > > I am trying to get RT 3.6 running with apache2 on Ubuntu for 2 weeks > > now... > > I'm not very advanced in RT nor Linux > > > > I really look at a lot of places to find the right helpful information > > about apache2 settings for RT 3.6 that are required to get out of the > > "almost here". > > > > I know that my apache2 configuration is wrong and found a lot about this > > but never in this particular configuration. RT3.6 + apache2 Parameter > > samples are always related to RT 3.4+apache2 or RT3.6+Apache and did not > > work. I tried almost all samples available in related links from your > > advices: > > > > http://wiki.bestpractical.com/ (the place lots of answers) > > http://gossamer-threads.com/lists/rt/ (searchable list archives) > > http://www.google.com/ (I generally start > > "+RT+MostUniqueErrMsg") And some more... > > > > Can anyone point me in the right direction? > > > > Thanks. > > > > Manuel Eschenbrenner > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > -- Scott T. Hildreth From stevefink at gmail.com Wed Oct 11 16:21:02 2006 From: stevefink at gmail.com (Steve Finkelstein) Date: Wed, 11 Oct 2006 16:21:02 -0400 Subject: [rt-users] Automatic assignment of tickets. In-Reply-To: <015b01c6ed3e$6d6fb330$76059812@bjh> References: <015b01c6ed3e$6d6fb330$76059812@bjh> Message-ID: Is it possible at all to debug the code somehow? It's tough to debug as I'm not able to get any output back from RT. If there is somewhere I can enable logs for this, that'd be great. Here's my latest revision with Stephen's suggestions. I'll pin point the line which causes the code to fail. If I remove it, it assigns the ticket to whoever last corresponds. However, I need it to not assign based if two individual users make a correspondance. Those users are "foo" and "bar". my $Actor = $self->TransactionObj->CreatorObj->Name; return 1 if ( $Actor == "foo" || $Actor == "bar"); # This is the line that's causing the Scrip to fail. No one gets assigned a ticket. return 1 unless $self->TicketObj->Owner == $RT::Nobody->id; $RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to user #". $Actor ); my ($status, $msg) = $self->TicketObj->SetOwner( $Actor ); unless ( $status ) { $RT::Logger->error( "Impossible to assign the ticket to $Actor: $msg" ); return undef; } return 1; Thanks again everyone for your help. -- Steve On 10/11/06, Stephen Turner wrote: > > Hi all, > > I'm trying to automatically assign tickets whenever someone either > > a) comments a ticket or alternatively, > b) responds to a ticket > > The conditions are that the current owner is Nobody and the user > cannot be user 'X' (my supervisor for instance, might post comments on a > ticket first, but he's the boss and we want to exclude him from getting > ownership.) Here's the Scrip I put together thus far. If anyone can shed > some light, that'd be great! > > PS: If there is a better forum for me to post this on, I'd be more > than happy to not waste any of your bandwidth and go there. > > Description: Ticket Auto Assign > Condition: On Comment (I'm not sure how to get On Comment AND On > reply at the same time? Need two different Scrips?) > Action: User Defined > Template: Global Template: Transaction (I'm not sure what this > does, > need to look it up on the Wiki) > Stage: Disabled (No idea what this one does either ..) > Custom Condition: > Custom Action Preparation Code: > > my $notOwner = "billybob"; # I don't want billybob to get assigned > any tickets no matter if he replies first > my $Actor = $self->TransactionObj->Creator; > > return 1 unless $self->TicketObj->Owner == $RT::Nobody->id; > $RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." > to > user #". $Actor ); > my ($status, $msg) = $self->TicketObj->SetOwner( $Actor ) unless > $Actor == $notOwner; > unless ( $status ) { > $RT::Logger->error( "Impossible to assign the ticket to > $Actor: > $msg" ); > return undef; > } > return 1; > Custom action cleanup code: return 1; > > This doesn't look to do the trick. Any suggestions again, would be > more than appreciated. > > Thanks all! > -- > Steve > > ------------------------------------------ > Hi Steve, > > This is exactly the right forum! > > You don't mention what's actually happening - in what way is this failing? > Are there error messages in the RT log when this scrip is activated? Or > does > it just silently not do what you want? > > To have the scrip respond to either a comment or a reply, you could use a > custom/user-defined condition that checks the transaction type - relevant > values are 'Comment' and 'Correspond'. > > For scrips that don't need to send email, you should use the Blank > template. > > I did notice one thing in the code: "unless $Actor == $notOwner". This > won't > work, as $Actor is an Id number whereas $notOwner is a user name (string). > You can get the user name of the "actor" by doing > $self->TransactionObj->CreatorObj->Name. > > Good luck, > Steve > > ---------------------------------------- > Stephen Turner > Senior Programmer/Analyst - Client Support Services > MIT Information Services and Technology (IS&T) > > > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From blkline at attglobal.net Wed Oct 11 16:35:05 2006 From: blkline at attglobal.net (Barry L. Kline) Date: Wed, 11 Oct 2006 16:35:05 -0400 Subject: [rt-users] Mojo for Callback placement? In-Reply-To: <20061011145619.GS10042@bestpractical.com> References: <452CF71C.6080308@attglobal.net> <20061011145619.GS10042@bestpractical.com> Message-ID: <452D5579.9060207@attglobal.net> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Jesse Vincent wrote: > > Grab a copy of RTIR 2.0. It should have a callback that does this to > learn from. Hi Jesse. I can't seem to find 2.0 on the site. The newest that I could find was rtir-20060309 which contains RTIR 1.9. Checking down through I could only find one "Callbacks" directory which contained a one-liner. Did I overlook the link on the site or do I need to obtain it with CVS or SVN? Thanks Barry -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.6 (GNU/Linux) iD8DBQFFLVV5CFu3bIiwtTARAn1fAJ9JtHn8o72+ePVNlVZRB3lt91W6HACeN6ZA 3fc7jBkaAjCswCHCfZ+1ObQ= =Xpnf -----END PGP SIGNATURE----- From doogles at doogles.com Wed Oct 11 21:35:27 2006 From: doogles at doogles.com (Jason A. Diegmueller) Date: Wed, 11 Oct 2006 21:35:27 -0400 (EDT) Subject: [rt-users] Mojo for Callback placement? In-Reply-To: <452D5579.9060207@attglobal.net> References: <452CF71C.6080308@attglobal.net> <20061011145619.GS10042@bestpractical.com> <452D5579.9060207@attglobal.net> Message-ID: <20061011213411.E74230@spaceball1.doogles.com> Barry, RT Fans-- While I'm not a user of RTIR, it looks like there is a 2.0-TESTING branch in BP's SVN: [spaceball1:jdiegmueller] [/tmp] # svn ls svn://svn.bestpractical.com/rtir/branches 1.1-TESTING/ 1.9-EXPERIMENTAL/ 2.0-TESTING/ 2.1-EXPERIMENTAL/ Hope this is it. :) Good luck, -jd On Wed, 11 Oct 2006, Barry L. Kline wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > Jesse Vincent wrote: > >> >> Grab a copy of RTIR 2.0. It should have a callback that does this to >> learn from. > > Hi Jesse. > > I can't seem to find 2.0 on the site. The newest that I could find was > > rtir-20060309 > > which contains RTIR 1.9. > > Checking down through I could only find one "Callbacks" directory which > contained a one-liner. > > Did I overlook the link on the site or do I need to obtain it with CVS > or SVN? > > Thanks > > Barry > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.2.6 (GNU/Linux) > > iD8DBQFFLVV5CFu3bIiwtTARAn1fAJ9JtHn8o72+ePVNlVZRB3lt91W6HACeN6ZA > 3fc7jBkaAjCswCHCfZ+1ObQ= > =Xpnf > -----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 > From pkime at Shopzilla.com Wed Oct 11 21:52:26 2006 From: pkime at Shopzilla.com (Philip Kime) Date: Wed, 11 Oct 2006 18:52:26 -0700 Subject: [rt-users] binary attachment difference in REST between 3.4.5 and 3.6.1 Message-ID: <9C0091F428E697439E7A773FFD083427435A5D@szexchange.Shopzilla.inc> I am getting mangled binary attachments only in 3.4.5 when I do rt show ticket/ID/attachments/ID/content > one.doc the same command, when pointed at an RT 3.6.1 server gives a perfect file, openable in Word without problems. Even if I use the same database instance so that the data is literally identical, 3.4.5 always gives me a mangled Word doc. It's larger than the good one every time. The encoding of the attachment is the same, the Charset is the same ... looks like a difference in RT - anybody know where to look? I would like to put in a temp fix until we move to 3.6.x. Its fine in the GUI for both versions - the attachments open fine, it's only when I get them over REST. PK -- Philip Kime NOPS Systems Architect 310 401 0407 -------------- next part -------------- An HTML attachment was scrubbed... URL: From blkline at attglobal.net Wed Oct 11 23:30:46 2006 From: blkline at attglobal.net (Barry L. Kline) Date: Wed, 11 Oct 2006 23:30:46 -0400 Subject: [rt-users] Mojo for Callback placement? In-Reply-To: <20061011213411.E74230@spaceball1.doogles.com> References: <452CF71C.6080308@attglobal.net> <20061011145619.GS10042@bestpractical.com> <452D5579.9060207@attglobal.net> <20061011213411.E74230@spaceball1.doogles.com> Message-ID: <452DB6E6.8050503@attglobal.net> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Jason A. Diegmueller wrote: > Barry, RT Fans-- > > While I'm not a user of RTIR, it looks like there is a 2.0-TESTING > branch in BP's SVN: > [spaceball1:jdiegmueller] [/tmp] # svn ls > svn://svn.bestpractical.com/rtir/branches > 1.1-TESTING/ > 1.9-EXPERIMENTAL/ 2.0-TESTING/ > 2.1-EXPERIMENTAL/ > > Hope this is it. :) JD... Thanks very much. 2.0 was in there and it was exactly what I needed. Jesse... Thank you very much. The callbacks that are included with that are going to be great for learning how to create not only what I wanted to accomplish immediately but will be great for later uses, too. I recommend that anyone wanting to learn how to write callbacks pull this information down. Thanks again guys! Barry -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.6 (GNU/Linux) iD8DBQFFLbbmCFu3bIiwtTARAiQ2AJ9u14DRqR+UvJTfKX1SLNXgnYU9xACeLxiS 8EP2RfKnZioQ4hj0jLmp5Ao= =X1an -----END PGP SIGNATURE----- From smithj4 at bnl.gov Thu Oct 12 00:05:07 2006 From: smithj4 at bnl.gov (Jason A. Smith) Date: Thu, 12 Oct 2006 00:05:07 -0400 Subject: [rt-users] Automatic assignment of tickets. In-Reply-To: References: <015b01c6ed3e$6d6fb330$76059812@bjh> Message-ID: <1160625905.5582.17.camel@localhost> On Wed, 2006-10-11 at 16:21, Steve Finkelstein wrote: > Is it possible at all to debug the code somehow? It's tough to debug > as I'm not able to get any output back from RT. If there is somewhere > I can enable logs for this, that'd be great. Here's my latest revision > with Stephen's suggestions. I'll pin point the line which causes the > code to fail. If I remove it, it assigns the ticket to whoever last > corresponds. However, I need it to not assign based if two individual > users make a correspondance. Those users are "foo" and "bar". > > my $Actor = $self->TransactionObj->CreatorObj->Name; > > return 1 if ( $Actor == "foo" || $Actor == "bar"); # This is the line > that's causing the Scrip to fail. No one gets assigned a ticket. I think your problem is the numerical equivalence operators (==). You are comparing strings so you should either use the string equivalent, eq or a regex test with =~. The above expression will probably always return true (depending on the value of $Actor) so the scrip never goes beyond this line. > return 1 unless $self->TicketObj->Owner == $RT::Nobody->id; > $RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to > user #". $Actor ); > my ($status, $msg) = $self->TicketObj->SetOwner( $Actor ); > unless ( $status ) { > $RT::Logger->error( "Impossible to assign the ticket to $Actor: > $msg" ); > return undef; > } > return 1; > > Thanks again everyone for your help. > > -- Steve > On 10/11/06, Stephen Turner wrote: > Hi all, > > I'm trying to automatically assign tickets whenever > someone either > > a) comments a ticket or alternatively, > b) responds to a ticket > > The conditions are that the current owner is Nobody > and the user > cannot be user 'X' (my supervisor for instance, might post > comments on a > ticket first, but he's the boss and we want to exclude him > from getting > ownership.) Here's the Scrip I put together thus far. If > anyone can shed > some light, that'd be great! > > PS: If there is a better forum for me to post this on, > I'd be more > than happy to not waste any of your bandwidth and go there. > > Description: Ticket Auto Assign > Condition: On Comment (I'm not sure how to get On > Comment AND On > reply at the same time? Need two different Scrips?) > Action: User Defined > Template: Global Template: Transaction (I'm not sure > what this does, > need to look it up on the Wiki) > Stage: Disabled (No idea what this one does either ..) > Custom Condition: > Custom Action Preparation Code: > > my $notOwner = "billybob"; # I don't want billybob to > get assigned > any tickets no matter if he replies first > my $Actor = $self->TransactionObj->Creator; > > return 1 unless $self->TicketObj->Owner == > $RT::Nobody->id; > $RT::Logger->info("Auto assign ticket #". > $self->TicketObj->id ." to > user #". $Actor ); > my ($status, $msg) = $self->TicketObj->SetOwner( > $Actor ) unless > $Actor == $notOwner; > unless ( $status ) { > $RT::Logger->error( "Impossible to assign the > ticket to $Actor: > $msg" ); > return undef; > } > return 1; > Custom action cleanup code: return 1; > > This doesn't look to do the trick. Any suggestions > again, would be > more than appreciated. > > Thanks all! > -- > Steve > > ------------------------------------------ > Hi Steve, > > This is exactly the right forum! > > You don't mention what's actually happening - in what way is > this failing? > Are there error messages in the RT log when this scrip is > activated? Or does > it just silently not do what you want? > > To have the scrip respond to either a comment or a reply, you > could use a > custom/user-defined condition that checks the transaction type > - relevant > values are 'Comment' and 'Correspond'. > > For scrips that don't need to send email, you should use the > Blank template. > > I did notice one thing in the code: "unless $Actor == > $notOwner". This won't > work, as $Actor is an Id number whereas $notOwner is a user > name (string). > You can get the user name of the "actor" by doing > $self->TransactionObj->CreatorObj->Name. > > Good luck, > Steve > > ---------------------------------------- > Stephen Turner > Senior Programmer/Analyst - Client Support Services > MIT Information Services and Technology (IS&T) > > > > > > > > > ______________________________________________________________________ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From meschenbrenner at citilog.fr Thu Oct 12 02:47:41 2006 From: meschenbrenner at citilog.fr (Manuel) Date: Thu, 12 Oct 2006 08:47:41 +0200 Subject: [rt-users] rt 3.6 : apache2 configuration issues : answer mod-perl apache2 and rt_user issues with ubuntu In-Reply-To: <01c201c6ed46$6a9ff7c0$c264130a@citilog.intra> Message-ID: <01e201c6edca$5074dad0$c264130a@citilog.intra> Please forgive me it finally fell working... My expectations were correct: mod-perl for apache2 package was not properly installed. I found it simply searching apache2 packages: My apache2 installed synaptic packages: - apache2 - apache2-common - apache2-doc - apache2-mpm-worker - apache2-utils - libapache2-mod-perl2 - libapache2-mod-perl2-dev Then using the basic config file BUT reading author comment for apache2 ServerName RTServer DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 # next line was comment as it does not run # PerlModule Apache2 Apache::compat # Next line was uncomment and replace initial one PerlModule Apache2::compat Perlmodule Apache::DBI PerRequire /opt/rt3/bin/webmux.pl ErrorLog /var/log/apache2/RTerror.log LogLevel info CustomLog /var/log/apache2/RTaccess.log combined ServerSignature On SetHandler perl-script PerlHandler RT::Mason w/Location> Then I had some trouble with rt_user since underscore is not allowed in user name with my ubuntu version. I used rtuser instead, modifying RT_SiteConfig.pm to reflect this: Set($DatabaseUser , 'rtuser'); Set($DatabasePassword , 'MyPwd'); I have still some problems login in RT but I get the RT login screen and the initialize-database script was OK consequently I can read data in rt3 db using MySQL commands. Thank again for your tries to help. Manuel From majoros at inma.ucl.ac.be Thu Oct 12 04:32:55 2006 From: majoros at inma.ucl.ac.be (Yannick Majoros) Date: Thu, 12 Oct 2006 10:32:55 +0200 Subject: [rt-users] system error - could not find component for path 'Elements/BuildFormatString' In-Reply-To: <452BBA28.80508@inma.ucl.ac.be> References: <452BBA28.80508@inma.ucl.ac.be> Message-ID: <452DFDB7.9010306@inma.ucl.ac.be> Hello everybody, Can someone help on this one? I'm stuck with a defective rt3 system and I don't know how to fix it :-( Best regards, Yannick Majoros Yannick Majoros wrote: > Hello, > > After installing rt3 (fedora core 5 rpm), I have this error. Could > anyone help? > > could not find component for path 'Elements/BuildFormatString' > > > Trace begun at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm > line 1197 > HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0xb92073c)', > 'Elements/BuildFormatString', 'cfqueues', 'HASH(0xbba2e7c)', 'Format', > undef) called at /var/www/rt3/Search/Build.html line 690 > HTML::Mason::Commands::__ANON__ at > /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb8cbe7c)') > called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line > 1251 > eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm > line 1245 > HTML::Mason::Request::comp(undef, undef) called at > /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 914 > HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xb92073c)') > called at /var/www/rt3/autohandler line 215 > HTML::Mason::Commands::__ANON__ at > /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb71e8f4)') > called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line > 1246 > eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm > line 1245 > HTML::Mason::Request::comp(undef, undef, undef) called at > /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 459 > eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm > line 459 > eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm > line 411 > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb92073c)') > called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm > line 168 > HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb92073c)') > called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm > line 826 > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xa9ee538)', > 'Apache2::RequestRec=SCALAR(0xbbb0474)') called at /usr/sbin/webmux.pl > line 123 > eval {...} at /usr/sbin/webmux.pl line 123 > RT::Mason::handler('Apache2::RequestRec=SCALAR(0xbbb0474)') called at > -e line 0 > eval {...} at -e line 0 -- ---------------------------------------------------------------------- Yannick Majoros http://www.inma.ucl.ac.be/~majoros Informaticien UCL/INMA-MEMA 4, avenue G. Lema?tre B-1348 Louvain-la-Neuve Tel: +32-10-47.80.10 Fax: +32-10-47.21.80 ---------------------------------------------------------------------- Mon calendrier en ligne : http://www.inma.ucl.ac.be/~majoros/calendar Accents bizarres ? http://www.inma.ucl.ac.be/~majoros/email.html ---------------------------------------------------------------------- -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3403 bytes Desc: S/MIME Cryptographic Signature URL: From blkline at attglobal.net Thu Oct 12 10:52:01 2006 From: blkline at attglobal.net (Barry L. Kline) Date: Thu, 12 Oct 2006 10:52:01 -0400 Subject: [rt-users] Callback Ticket/ShowHistory/SkipTransaction gives 'return 1; ' Message-ID: <452E5691.8030507@attglobal.net> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Thanks to all who have assisted me in getting started with callbacks. While I understand the principle by which the mechanism works, I'm not getting what I expect, at all. I'm running this on RT 3.6.1. My callback code is called from Ticket/ShowHistory: while ( my $Transaction = $Transactions->Next ) { my $skip = 0; $m->comp( '/Elements/Callback', _CallbackName => 'SkipTransaction', Transaction => $Transaction, skip => \$skip, %ARGS ); next if $skip; $i++; The callback code has been placed in the file '/opt/rt3/local/html/Callbacks/MyCallbacks/Ticket/Elements/ShowHistory/SkipTransaction' and the web server restarted. To ensure I'm on the right track, I copied SkipTransaction from RTIR and altered it so that presumably, I should be skipping all history transactions: <%INIT> # Set $skip to 1 if transaction matches criteria # $skip is passed by reference return $$skip = 1; <%ARGS> $skip => undef $Transaction => undef When I look at any ticket, I get return 1; ..............First transaction on the ticket ................. return 1; ..............Next transaction on the ticket ................. [etc] What I would expect is that there would be no history transactions displayed. In fact, if I boil the code down to: <%INIT> I still get that result. It I copy the SkipTransaction code from RTIR verbatim get that result. I have been looking over all of the callback code that I can find on the web and see nothing that gives me any clue. Obviously, the callback mechanism works well and the problem is my lack of knowledge on this topic. What am I missing here? Thanks very much! Barry -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.6 (GNU/Linux) iD8DBQFFLlaQCFu3bIiwtTARAgr3AJ0Rb1zQcXo0wjChQ4rcIKI5t4QUUQCeMY+D EsEixJuIR3yJrLdEIMS6j0I= =MpF1 -----END PGP SIGNATURE----- From sturner at MIT.EDU Thu Oct 12 11:22:51 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 12 Oct 2006 11:22:51 -0400 Subject: [rt-users] Callback Ticket/ShowHistory/SkipTransaction gives'return 1; ' In-Reply-To: <452E5691.8030507@attglobal.net> Message-ID: <004601c6ee12$48dc7fb0$76059812@bjh> > -----Original Message----- > Thanks to all who have assisted me in getting started with callbacks. > While I understand the principle by which the mechanism works, I'm not > getting what I expect, at all. I'm running this on RT 3.6.1. > > My callback code is called from Ticket/ShowHistory: > > while ( my $Transaction = $Transactions->Next ) { > my $skip = 0; > $m->comp( '/Elements/Callback', > _CallbackName => 'SkipTransaction', > Transaction => $Transaction, > skip => \$skip, > %ARGS ); > next if $skip; > $i++; > > > <%INIT> > # Set $skip to 1 if transaction matches criteria > # $skip is passed by reference > > return $$skip = 1; > > > <%ARGS> > $skip => undef > $Transaction => undef > > > > When I look at any ticket, I get > > return 1; > ..............First transaction on the ticket ................. > return 1; > ..............Next transaction on the ticket ................. > Barry, Perhaps your mason cache needs to be cleaned out? The only way I can see that you would get that result is if the SkipTransaction callback was this: return 1; <%ARGS> $skip => undef $Transaction => undef Did you have something like that in an earlier iteration? Incidentally, you don't need to return a value here, just set $$skip. Good luck, Steve From blkline at attglobal.net Thu Oct 12 11:39:19 2006 From: blkline at attglobal.net (Barry L. Kline) Date: Thu, 12 Oct 2006 11:39:19 -0400 Subject: [rt-users] Callback Ticket/ShowHistory/SkipTransaction gives'return 1; ' In-Reply-To: <004601c6ee12$48dc7fb0$76059812@bjh> References: <004601c6ee12$48dc7fb0$76059812@bjh> Message-ID: <452E61A7.8040906@attglobal.net> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Stephen Turner wrote: > > Barry, > > Perhaps your mason cache needs to be cleaned out? The only way I can see > that you would get that result is if the SkipTransaction callback was this: > > return 1; > <%ARGS> > $skip => undef > $Transaction => undef > > > Did you have something like that in an earlier iteration? Incidentally, you > don't need to return a value here, just set $$skip. Hi Steve. That's kind of what I gathered. If I'm getting this right, anything between <%INIT> and is executed as code. Anything outside of these tags is sent to the browser stream. As a test, I tried putting a "Hello, World" where you have the "return 1" but did not get it in the output. So that leads me to believe that you may be right, it may be a mason cache thing. I'll try clearing that and see what happens. Thanks for the reply! Barry -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.6 (GNU/Linux) iD8DBQFFLmGnCFu3bIiwtTARApp+AKCez5wwc68h8LjRowNVb7PEXROu7wCgl8al MDWY9+kU/IMUtH+ZJGrLDdc= =vDaI -----END PGP SIGNATURE----- From sturner at MIT.EDU Thu Oct 12 11:52:28 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 12 Oct 2006 11:52:28 -0400 Subject: [rt-users] Callback Ticket/ShowHistory/SkipTransaction gives'return 1; ' In-Reply-To: <452E61A7.8040906@attglobal.net> Message-ID: <004b01c6ee16$6be85fc0$76059812@bjh> > -----Original Message----- > From: Barry L. Kline > > Hi Steve. > > That's kind of what I gathered. If I'm getting this right, anything > between <%INIT> and is executed as code. Anything outside of > these tags is sent to the browser stream. As a test, I tried > putting a > "Hello, World" where you have the "return 1" but did not get it in the > output. So that leads me to believe that you may be right, > it may be a > mason cache thing. > > I'll try clearing that and see what happens. Thanks for the reply! > > Barry Barry, If this isn't a production system, there's a config setting (RT_SiteConfig.pm) that should allow mason component changes to be effective instantly, without web server restart or cache clearing: Set($DevelMode => '1'); Makes development a little less tiresome. It apparently slows things down a little so you want to make sure this is turned off in your production systems. Steve ---------------------------------------- Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From blkline at attglobal.net Thu Oct 12 12:06:51 2006 From: blkline at attglobal.net (Barry L. Kline) Date: Thu, 12 Oct 2006 12:06:51 -0400 Subject: [rt-users] Callback Ticket/ShowHistory/SkipTransaction gives'return 1; ' In-Reply-To: <004b01c6ee16$6be85fc0$76059812@bjh> References: <004b01c6ee16$6be85fc0$76059812@bjh> Message-ID: <452E681B.6050605@attglobal.net> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Stephen Turner wrote: > Barry, > > If this isn't a production system, there's a config setting > (RT_SiteConfig.pm) that should allow mason component changes to be effective > instantly, without web server restart or cache clearing: > > Set($DevelMode => '1'); > > Makes development a little less tiresome. It apparently slows things down a > little so you want to make sure this is turned off in your production > systems. > That was the problem Steve. Thanks very much! My final code is this: <%INIT> # Set $skip to 1 if transaction matches criteria # $skip is passed by reference # get out of here asap unless ( $Transaction->Field eq 'Priority' && $Transaction->Type eq 'Set') { return $$skip = 0; } $$skip = 1; <%ARGS> $skip => undef $Transaction => undef and now I don't have to look at any more "Set Priority" messages, which is just what I wanted. I really appreciate your help. Barry -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.6 (GNU/Linux) iD8DBQFFLmgaCFu3bIiwtTARAr08AJ98VDAjAhnoy7WSn+1VY3EpI0+wVgCglE6O znimQ/+nSRiNz38cCgMKsuk= =PEmy -----END PGP SIGNATURE----- From phumpal at execinc.com Thu Oct 12 12:10:23 2006 From: phumpal at execinc.com (Patrick Humpal) Date: Thu, 12 Oct 2006 11:10:23 -0500 Subject: [rt-users] MySQL Query from PHP Message-ID: <6F47F1EB1ED8AA48881DCAC8F09DB93E9CFD99@INBOX.edi.execinc.com> I've create a small interface in PHP that submits a ticket to RT using the rt-mailgate. However, I've been trying to pull data from the MySQL database so I don't have to constantly create/manage user accounts in RT. This cusotmized interface pulls the basic ticket info from the Tickets table fine. However, when I go to view the history of the ticket it pulls random info from Attachments. I understand that it is more an object-oriented thing from Perl's DBI-builder that allows RT to customize how it pulls data, but how should I go about constructing a MySQL query to pull all data on a particular ticket based on the Ticekts.id and Tickets.EffectiveId? -------------- next part -------------- An HTML attachment was scrubbed... URL: From jmain at ssmg.org Thu Oct 12 12:45:23 2006 From: jmain at ssmg.org (Judson Main) Date: Thu, 12 Oct 2006 12:45:23 -0400 Subject: [rt-users] MySQL Query from PHP Message-ID: <56900.1160671523@ssmg.org> RT's database is heavily normalized. You'll need to use "left join" in your mysql statements. Here's an example: select t.id,q.Name,t.Subject,t.FinalPriority,t.Status,t.Created,t.LastUpdated,t.Resolved,u.Name,u.Name from Tickets t left join Users u on u.id = t.Owner and u.id = t.LastUpdatedBy left join Queues q on q.id = t.Queue where t.Subject like '$searchsubject' order by t.id; where in this case I'm searching on a string, $searchsubject, and only returning specific fields. Note that I'm left joining on the Users and Queues tables to get the real name of the people involved, not just the id. Here's another one where I'm searching on an IP: select t.id,q.Name,t.Subject,t.FinalPriority,t.Status,t.Created,t.LastUpdated,t.Resolved,u.Name,u.Name,c.Content from Tickets t left join Users u on u.id = t.Owner and u.id = t.LastUpdatedBy left join Queues q on q.id = t.Queue left join TicketCustomFieldValues c on c.Ticket = t.id where c.Content like '$sourcenum%' Note I brought in the table TicketCustomFieldValues as source IP is one of our custom fields. For Attachments to a ticket, I actually call a different script and pop it up in a separate browser window using javascript. Here's the popup code: and here's the search from the other script - I'm passing the ticket id as $tid: select t.id,t.Type,t.OldValue,t.NewValue,u.Name,t.Created,a.Content from Transactions t join Users u on u.id = t.Creator join Attachments a on a.TransactionId = t.id where t.Ticket = '$tid'" Hope this is enough to get you started. My needs came from the fact that I had 3.0.10 on a linux box for the old ticketing system, and 3.6.1 on a different OS for the new, and considering the upgrade path involved here, it was simpler to write some php code. Jud. On Thu Oct 12 12:10 , 'Patrick Humpal' sent: > > > > > >I've create a small >interface in PHP that submits a ticket to RT using the >rt-mailgate. > >However, I've been >trying to pull data from the MySQL database so I don't have to constantly >create/manage user accounts in RT. This cusotmized interface pulls the basic >ticket info from the Tickets table fine. However, when I go to view the history >of the ticket it pulls random info from Attachments. > >I understand that it >is more an object-oriented thing from Perl's DBI-builder that allows RT to >customize how it pulls data, but how should I go about constructing a MySQL >query to pull all data on a particular ticket based on the Ticekts.id and >Tickets.EffectiveId? From ESchultz at corp.untd.com Thu Oct 12 12:59:07 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Thu, 12 Oct 2006 09:59:07 -0700 Subject: [rt-users] MySQL Query from PHP Message-ID: <5613F89D78D2F545A40423EBA5535C301307EE7F@LAXEVS01.lax.corp.int.untd.com> > RT's database is heavily normalized. I wouldn't say "heavily" normalized, just moderately normalized. I've seen much, MUCH worse. Eric Schultz United Online, Inc. From jesse at bestpractical.com Thu Oct 12 13:02:51 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 12 Oct 2006 13:02:51 -0400 Subject: [rt-users] MySQL Query from PHP In-Reply-To: <5613F89D78D2F545A40423EBA5535C301307EE7F@LAXEVS01.lax.corp.int.untd.com> References: <5613F89D78D2F545A40423EBA5535C301307EE7F@LAXEVS01.lax.corp.int.untd.com> Message-ID: <20061012170250.GG10042@bestpractical.com> On Thu, Oct 12, 2006 at 09:59:07AM -0700, Schultz, Eric wrote: > > RT's database is heavily normalized. > > I wouldn't say "heavily" normalized, just moderately normalized. I've > seen much, MUCH worse. And we have a few places where we've explicitly denormalized for some very realworld issues. (Owner is one). But that's nothing compared to what you need to do to handle tags properly in web 2.0 apps ;) > > Eric Schultz > United Online, Inc. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From phumpal at execinc.com Thu Oct 12 13:53:06 2006 From: phumpal at execinc.com (Patrick Humpal) Date: Thu, 12 Oct 2006 12:53:06 -0500 Subject: [rt-users] MySQL Query from PHP In-Reply-To: <56900.1160671523@ssmg.org> Message-ID: <6F47F1EB1ED8AA48881DCAC8F09DB93E9CFD9A@INBOX.edi.execinc.com> hey, Thanks for the direction. I had been trying to do joins off the wrong table and did not include Transactions in my statement. As an FYI, the query was something like this: $query = "SELECT t.id, t.type, t.OldValue, t.NewValue, u.Name, t.Created, a.Content FROM Transactions t JOIN Users u on u.id = t.Creator JOIN Attachments a on a.TransactionId = t.id WHERE t.ObjectId = '$ticketId'" Now I have a fully functional PHP interface for people to view the status of tickets without having to log into RT itself. Users can select between Queues and see the progress. All that's left is to hack together a RegEx to parse Attachments.Content to the correct format and I'm golden. Again, thanks for everyone's time and comments. Its much appreciated. pat -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Judson Main Sent: Thursday, October 12, 2006 11:45 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] MySQL Query from PHP RT's database is heavily normalized. You'll need to use "left join" in your mysql statements. Here's an example: select t.id,q.Name,t.Subject,t.FinalPriority,t.Status,t.Created,t.LastUpdated,t .Resolved,u.Name,u.Name from Tickets t left join Users u on u.id = t.Owner and u.id = t.LastUpdatedBy left join Queues q on q.id = t.Queue where t.Subject like '$searchsubject' order by t.id; where in this case I'm searching on a string, $searchsubject, and only returning specific fields. Note that I'm left joining on the Users and Queues tables to get the real name of the people involved, not just the id. Here's another one where I'm searching on an IP: select t.id,q.Name,t.Subject,t.FinalPriority,t.Status,t.Created,t.LastUpdated,t .Resolved,u.Name,u.Name,c.Content from Tickets t left join Users u on u.id = t.Owner and u.id = t.LastUpdatedBy left join Queues q on q.id = t.Queue left join TicketCustomFieldValues c on c.Ticket = t.id where c.Content like '$sourcenum%' Note I brought in the table TicketCustomFieldValues as source IP is one of our custom fields. For Attachments to a ticket, I actually call a different script and pop it up in a separate browser window using javascript. Here's the popup code: and here's the search from the other script - I'm passing the ticket id as $tid: select t.id,t.Type,t.OldValue,t.NewValue,u.Name,t.Created,a.Content from Transactions t join Users u on u.id = t.Creator join Attachments a on a.TransactionId = t.id where t.Ticket = '$tid'" Hope this is enough to get you started. My needs came from the fact that I had 3.0.10 on a linux box for the old ticketing system, and 3.6.1 on a different OS for the new, and considering the upgrade path involved here, it was simpler to write some php code. Jud. On Thu Oct 12 12:10 , 'Patrick Humpal' sent: > > > > > >I've create a small >interface in PHP that submits a ticket to RT using the rt-mailgate. > >However, I've been >trying to pull data from the MySQL database so I don't have to >constantly create/manage user accounts in RT. This cusotmized interface >pulls the basic ticket info from the Tickets table fine. However, when >I go to view the history of the ticket it pulls random info from Attachments. > >I understand that it >is more an object-oriented thing from Perl's DBI-builder that allows RT >to customize how it pulls data, but how should I go about constructing >a MySQL query to pull all data on a particular ticket based on the >Ticekts.id and Tickets.EffectiveId? _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From melser.anton at gmail.com Thu Oct 12 14:25:15 2006 From: melser.anton at gmail.com (Antoine) Date: Thu, 12 Oct 2006 20:25:15 +0200 Subject: [rt-users] FC5 getting started... Message-ID: <92d3a4950610121125x3dac3f1fq36558c2c4599e407@mail.gmail.com> Hi, I installed from extras - is there a quick guide to getting operational? I had a look around the docs and a quick google but nothing interesting turned up. Anyone got a link or some pointers? Cheers Antoine -- This is where I should put some witty comment. From ian.marlier at studentuniverse.com Thu Oct 12 14:27:38 2006 From: ian.marlier at studentuniverse.com (Marlier, Ian) Date: Thu, 12 Oct 2006 14:27:38 -0400 Subject: [rt-users] Updating to 3.6.1, and migrating the database Message-ID: Hi, all -- I'm working on upgrading from RT 3.4.4 to RT 3.6.1. At the same time, I'm moving to a different server, and a different version of MySQL on the backend. I think that the upgrade path needs to go something like this: - On the old server, dump the current (3.4.4) database from MySQL (v. 4.1.10a). - On the new server, restore the 3.4.4 database into MySQL (v. 5.0.18-max). - Run `sbin/rt-setup-database --action [schema/insert/acl] --datadir etc/upgrade/3.5.1/ ...` - Setup perl/apache/etc. Now, I've got most of this working fine, but I'm actually having trouble with the database migration. Specifically, I'm losing/corrupting the binary data in the Attachments table. Can anyone give me a quick pointer on how to properly dump the rt database so that binary data is maintained? Thanks! - Ian From caralomi at hotmail.com Thu Oct 12 15:26:54 2006 From: caralomi at hotmail.com (Carlos Ramon Lopez Midence) Date: Thu, 12 Oct 2006 14:26:54 -0500 Subject: [rt-users] Custom scrip to print tickets on creation Message-ID: Running RT-3.6.1 on Debian3.1 How can I go about creating a custom scrip to print ticket on creation, the reason behind this is that we have a remote location where there is only one computer that is used by 5 individuals, and not all of them can use the computer at the same time. But we have an available printer that they could get their tickets from and go on to the their job... Thanks in advance Carlos Lopez P.S. Not all of the users have email accounts so we think that if they print the ticket and leave at the point of service, as hard copy for the job requested.... Thanks From Allan.Reko at onvoy.com Thu Oct 12 15:53:04 2006 From: Allan.Reko at onvoy.com (Allan Reko) Date: Thu, 12 Oct 2006 14:53:04 -0500 Subject: [rt-users] RT::Init() Segmentation Fault Message-ID: Hi all, I have a system running Solaris 9 (sparc). I followed the instructions on the Sun website that are linked to from the Wiki, and after quite a bit of meddling with the installation of the perl modules, I finally got all the Perl Dependencies installed. I got RT Compiled and installed. I can start the Mysql Service, I can start the apache service. When I point my browser to the web address, I get an internal server error, error 500. I checked the apache error_log, and get the below set of error messages every time I try to access the web page: [Thu Oct 12 13:37:14 2006] [warn] pid file /usr/local/apache/logs/httpd.pid overwritten -- Unclean shutdown of previous Apache run? [Thu Oct 12 13:37:14 2006] [notice] FastCGI: process manager initialized (pid 361) [Thu Oct 12 13:37:14 2006] [warn] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" started (pid 364) [Thu Oct 12 13:37:14 2006] [notice] Apache/1.3.37 (Unix) mod_fastcgi/2.4.2 mod_ssl/2.8.28 OpenSSL/0.9.7b configured -- resuming normal operations [Thu Oct 12 13:37:14 2006] [notice] Accept mutex: fcntl (Default: fcntl) [Thu Oct 12 13:37:15 2006] [warn] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" started (pid 370) [Thu Oct 12 13:37:16 2006] [warn] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" started (pid 371) [Thu Oct 12 13:37:17 2006] [warn] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" started (pid 372) [Thu Oct 12 13:37:24 2006] [error] [client 10.31.3.0] FastCGI: incomplete headers (0 bytes) received from server "/usr/local/rt3/bin/mason_handler.fcgi" [Thu Oct 12 13:37:24 2006] [warn] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" (pid 364) terminated due to uncaught signal '11' (Segmentation Fault) [Thu Oct 12 13:37:24 2006] [warn] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" restarted (pid 378) When I try to run mason_handler.fcgi directly, I get: # su www # cd /usr/local/rt3/bin # ./mason_handler.fcgi Segmentation Fault # I opened the mason_handler.fcgi, and tried inserting print statements, to isolate where the failure was occurring. I isolated it to the line in mason_handler that says: "RT::Init();". When I commented that line out, I got the login screen on the web page, so I know the issue is coming from RT::Init(). The problem is that I'm not sure where to look to debug perl/cgi stuff...Has anyone encountered this before? I am using: RT v 3.6.1 Perl v 5.8.7 Apache v 1.3.37 I believe my apache setup is correct, as the server is correctly sending off to the mason_handler, and I can log into the database using the username and password I set up in the config file (currently the defaults, will change later). Anyone have any ideas? I'm not entirely sure where to look from here... Allan Reko From mpressly at claborn.net Thu Oct 12 17:19:12 2006 From: mpressly at claborn.net (Matthew Pressly) Date: Thu, 12 Oct 2006 16:19:12 -0500 Subject: [rt-users] Require non-blank mesage field Message-ID: <20061012211912.GB6549@pyrite.graphics> Where can I add code to prevent a ticket from being resolved with an empty 'Message:' field? I would like to just display an error message and redisplay the current page. I have searched the code and tried a number of modifications to Ticket/Update.html, but have not been able to identify the correct place to do the validation. -- Matthew From pooka at t-online.de Thu Oct 12 17:39:12 2006 From: pooka at t-online.de (Olaf Hamann) Date: Thu, 12 Oct 2006 23:39:12 +0200 Subject: [rt-users] RT 3.6.1 - customfield single-value freeform adds new record for each value update? In-Reply-To: <028501c6ec73$f115f4e0$76059812@bjh> References: <028501c6ec73$f115f4e0$76059812@bjh> Message-ID: <452EB600.9000000@t-online.de> Oh my goodness ....! Thank you very much for your patient reply! Olaf Stephen Turner wrote: ... > > Olaf, > > Did you filter out the deleted values (i.e. where Disabled is not 1)? > > Steve > From pooka at t-online.de Thu Oct 12 17:39:19 2006 From: pooka at t-online.de (Olaf Hamann) Date: Thu, 12 Oct 2006 23:39:19 +0200 Subject: [rt-users] is there a possibility to make ticket subject mandatory field? Message-ID: <452EB607.7070202@t-online.de> Hello list, is there a way to interrupt Ticket creation if ticket subject is not filled? We are using RT3.6.1 For CustomFields there ist the validation 'Mandatory' feature which works fine and was easyly added by other validate regexps. But how to use that on ticket subject? Thank you very much, Olaf Hamann From ruslan.zakirov at gmail.com Thu Oct 12 18:13:50 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 13 Oct 2006 02:13:50 +0400 Subject: [rt-users] is there a possibility to make ticket subject mandatory field? In-Reply-To: <452EB607.7070202@t-online.de> References: <452EB607.7070202@t-online.de> Message-ID: <589c94400610121513y29caa2fekd975a4daad9f9003@mail.gmail.com> Only with custom development. You could check wiki, but I don't recall that somebody shared solution. On 10/13/06, Olaf Hamann wrote: > Hello list, > > is there a way to interrupt Ticket creation if ticket subject is not filled? > > We are using RT3.6.1 > > For CustomFields there ist the validation 'Mandatory' feature which > works fine and was easyly added by other validate regexps. > > But how to use that on ticket subject? > > Thank you very much, > Olaf Hamann > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From taan at cryologic.com Thu Oct 12 18:14:20 2006 From: taan at cryologic.com (taan) Date: Fri, 13 Oct 2006 08:14:20 +1000 Subject: [rt-users] Whats the best way to involve external persons without loosing control over the ticket In-Reply-To: References: Message-ID: <452EBE3C.7030809@cryologic.com> For product support we set the ticket owner as the person who actually responds to the request (ie communicates with the customer), and include people who are required to add information to a ticket in order to resolve it as AdminCCs. Taan Wolfgang.Fuertbauer at ebewe.com wrote: > > Hi everybody, > > I'd like to ask for a "best practice": > > My help helpdesk shall alway have control over the ticket eg be the owner; > on the other hand, they may need to involve additional persons (sub > contracters, ...) > What's the best way to bring them in the game ? > > Any suggestion welcome > Wolfgang From ESchultz at corp.untd.com Thu Oct 12 18:17:10 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Thu, 12 Oct 2006 15:17:10 -0700 Subject: [rt-users] is there a possibility to make ticket subjectmandatory field? Message-ID: <5613F89D78D2F545A40423EBA5535C301313A6AE@LAXEVS01.lax.corp.int.untd.com> Search the mailing lists. I believe I posted code to do this with javascript. Eric Schultz United Online, Inc. > Only with custom development. You could check wiki, but I don't recall > that somebody shared solution. > > On 10/13/06, Olaf Hamann wrote: > > Hello list, > > > > is there a way to interrupt Ticket creation if ticket > subject is not filled? > > > > We are using RT3.6.1 > > > > For CustomFields there ist the validation 'Mandatory' feature which > > works fine and was easyly added by other validate regexps. > > > > But how to use that on ticket subject? From jokermjs19 at comcast.net Thu Oct 12 19:19:17 2006 From: jokermjs19 at comcast.net (Mathew) Date: Thu, 12 Oct 2006 19:19:17 -0400 Subject: [rt-users] FC5 getting started... In-Reply-To: <92d3a4950610121125x3dac3f1fq36558c2c4599e407@mail.gmail.com> References: <92d3a4950610121125x3dac3f1fq36558c2c4599e407@mail.gmail.com> Message-ID: <452ECD75.7080801@comcast.net> Antoine wrote: > Hi, > I installed from extras - is there a quick guide to getting > operational? I had a look around the docs and a quick google but > nothing interesting turned up. Anyone got a link or some pointers? > Cheers > Antoine > I'd recommend uninstalling the rpm and installing the tar.gz package instead. It may save you some hassles down the road. Also, look at http://wiki.bestpractical.com for information. Mathew From dlbewley at library.ucdavis.edu Thu Oct 12 19:33:43 2006 From: dlbewley at library.ucdavis.edu (Dale Bewley) Date: Thu, 12 Oct 2006 16:33:43 -0700 Subject: [rt-users] FC5 getting started... In-Reply-To: <452ECD75.7080801@comcast.net> References: <92d3a4950610121125x3dac3f1fq36558c2c4599e407@mail.gmail.com> <452ECD75.7080801@comcast.net> Message-ID: <1160696023.7308.38.camel@tofu.lib.ucdavis.edu> On Thu, 2006-10-12 at 19:19 -0400, Mathew wrote: > Antoine wrote: > > Hi, > > I installed from extras - is there a quick guide to getting > > operational? I had a look around the docs and a quick google but > > nothing interesting turned up. Anyone got a link or some pointers? > > Cheers > > Antoine > > I'd recommend uninstalling the rpm and installing the tar.gz package > instead. It may save you some hassles down the road. Also, look at > http://wiki.bestpractical.com for information. There is nothing wrong with the RPM. Use it. Read this stuff: /usr/share/doc/rt3-*/* Particularly README.fedora. Your configs are here: # rpm -qc rt3 /etc/httpd/conf.d/rt3.conf /etc/rt3/RT_Config.pm /etc/rt3/RT_SiteConfig.pm If you wish to make customizations copy them from /usr/lib/perl5/vendor_perl/5.8.8/RT and /var/www/rt3 and in to /usr/local/lib/rt3/{html,lib} Use the wiki for specifics on accounts, the email gateway, etc. BTW, the same SRPM builds 3.6.1 just fine if you grab the source. -- Dale Bewley - Unix Administrator - Shields Library - UC Davis GPG: 0xB098A0F3 0D5A 9AEB 43F4 F84C 7EFD 1753 064D 2583 B098 A0F3 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part URL: From kwhite at telsource.com Thu Oct 12 23:51:52 2006 From: kwhite at telsource.com (Kevin White) Date: Thu, 12 Oct 2006 23:51:52 -0400 Subject: [rt-users] Performance on PostgreSQL Message-ID: <452F0D58.90309@telsource.com> We have an install of RT running on Linux/PostgreSQL, and it seems slow to me. For example, if I just bring up a ticket: http://xxx/index.html?q=58431 the little Time to display can be anywhere between 3.6 and 8. It tends to the longer side of things. My overall question is: what's good? What should I expect? Now, the Too Much Information part of my post: First things first: the Fedora4Install page mentions a missing index. I've created that, but it doesn't seem to have changed things much. The production server is running Centos 4 (RHEL 4) on a machine that really doesn't have enough RAM (1GB) and only has IDE disks, running as a software RAID1. It IS an Opteron, and it is running 64-bit. rt 3.4.1 and postgresql 8.0.3. Suspicions: disk I/O, and a suboptimal Apache/mod_perl install. However, when things are happening slowing, what I see in top is postmaster. So, I have a newer box. I decided to copy rt and my database over to it to see how it acts. It is a faster Athlon 64 and 2GB, but still has IDE disks running in a software RAID 1. It is running Fedora Core 5, so it has a better apache/mod_perl chain, and postgresql 8.1.4. After finally getting rt (still 3.4.1) running on this new box, the performance wasn't markedly better...sometimes, it could be worse. I followed the tips in the FedoraCore4 install instructions to increase shmem and the shared_buffers, to no real benefit. So, I'm kind of looking for data points as to how good this can be, to see how much more work I should put into this. Do I need 2 tiers? Do I need to get rid of the software RAID? (Although, the performance I see out of Dell's SCSI hardware RAID stuff is abysmal...) I have another Athlon 64 box I can try that doesn't have software RAID on it...I'm just trying to decide if it is worth it, or if I'm getting the best I can hope for. I've even considered seeing if I can move to MySQL, but the info on the Wiki seems to hint that both can perform well. Any hints as to what I can expect for performance, or what I should be looking at to see if I'm actually having problems, or how to tell where the hang-ups might be, are welcome. Thanks, Kevin From jesse at bestpractical.com Fri Oct 13 00:18:47 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 13 Oct 2006 00:18:47 -0400 Subject: [rt-users] Performance on PostgreSQL In-Reply-To: <452F0D58.90309@telsource.com> References: <452F0D58.90309@telsource.com> Message-ID: <20061013041847.GQ10042@bestpractical.com> On Thu, Oct 12, 2006 at 11:51:52PM -0400, Kevin White wrote: > The production server is running Centos 4 (RHEL 4) on a machine that > really doesn't have enough RAM (1GB) and only has IDE disks, running as > a software RAID1. It IS an Opteron, and it is running 64-bit. rt 3.4.1 > and postgresql 8.0.3. Strongly recommend: * newer RT * newer Pg (8.x before 8.1.4 had some specialness) * vacuum analyzing your postgres instance. From kwhite at telsource.com Fri Oct 13 00:22:36 2006 From: kwhite at telsource.com (Kevin White) Date: Fri, 13 Oct 2006 00:22:36 -0400 Subject: [rt-users] Performance on PostgreSQL In-Reply-To: <20061013041847.GQ10042@bestpractical.com> References: <452F0D58.90309@telsource.com> <20061013041847.GQ10042@bestpractical.com> Message-ID: <452F148C.7080801@telsource.com> Jesse Vincent wrote: > > > On Thu, Oct 12, 2006 at 11:51:52PM -0400, Kevin White wrote: >> The production server is running Centos 4 (RHEL 4) on a machine that >> really doesn't have enough RAM (1GB) and only has IDE disks, running as >> a software RAID1. It IS an Opteron, and it is running 64-bit. rt 3.4.1 >> and postgresql 8.0.3. > > > Strongly recommend: > * newer RT > * newer Pg (8.x before 8.1.4 had some specialness) > * vacuum analyzing your postgres instance. Thanks Jesse...when you say newer RT, do you mean newer than 3.4.5? My test box has Pg 8.1.4, and my next step will be attempting to take that to RT 3.4.5, then 3.6.1 (.2 by then, probably). I have some small customizations I need to carry forward. I do vacuum analyze, 3 times a day actually, so I do that. :) Thanks for the advice. If I find anything else, I'll post (and contribute to the Wiki). Kevin From jesse at bestpractical.com Fri Oct 13 00:27:02 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 13 Oct 2006 00:27:02 -0400 Subject: [rt-users] Performance on PostgreSQL In-Reply-To: <452F148C.7080801@telsource.com> References: <452F0D58.90309@telsource.com> <20061013041847.GQ10042@bestpractical.com> <452F148C.7080801@telsource.com> Message-ID: <20061013042702.GR10042@bestpractical.com> On Fri, Oct 13, 2006 at 12:22:36AM -0400, Kevin White wrote: > Jesse Vincent wrote: > > > > > >On Thu, Oct 12, 2006 at 11:51:52PM -0400, Kevin White wrote: > >>The production server is running Centos 4 (RHEL 4) on a machine that > >>really doesn't have enough RAM (1GB) and only has IDE disks, running as > >>a software RAID1. It IS an Opteron, and it is running 64-bit. rt 3.4.1 > >>and postgresql 8.0.3. > > > > > >Strongly recommend: > > * newer RT > > * newer Pg (8.x before 8.1.4 had some specialness) > > * vacuum analyzing your postgres instance. > > Thanks Jesse...when you say newer RT, do you mean newer than 3.4.5? I recall that we made a major pg-related fix around 3.4.2 or so. If you suspect it's postgres-side stuff that's slowing you down, turning on the query log and seeing if you can reindex a bit is worthwhile. > My test box has Pg 8.1.4, and my next step will be attempting to take > that to RT 3.4.5, then 3.6.1 (.2 by then, probably). I have some small > customizations I need to carry forward. > > I do vacuum analyze, 3 times a day actually, so I do that. :) > > Thanks for the advice. If I find anything else, I'll post (and > contribute to the Wiki). > > Kevin > -- From Wolfgang.Fuertbauer at ebewe.com Fri Oct 13 02:05:43 2006 From: Wolfgang.Fuertbauer at ebewe.com (Wolfgang.Fuertbauer at ebewe.com) Date: Fri, 13 Oct 2006 08:05:43 +0200 Subject: [rt-users] Whats the best way to involve external persons without loosing control over the ticket Message-ID: Taan, I'm looking for a way not to change the ticket owner; in case of external support, I don't want to change the ticket owner to the external person; that's what I mean with "not loosing control". * Shall we open a new ticket, make the external person the ticket owner an link this new ticket as child to the original * somewhere on the wiki there was a patch "split ticket" (before the wiki got spammed again); any experience ? * any other thought's Thanks Wolfgang >For product support we set the ticket owner as the person who actually >responds to the request (ie communicates with the customer), and include >people who are required to add information to a ticket in order to >resolve it as AdminCCs. > >Taan > >Wolfgang.Fuertbauer at ebewe.com wrote: >> >> Hi everybody, >> >> I'd like to ask for a "best practice": >> >> My help helpdesk shall alway have control over the ticket eg be the owner; >> on the other hand, they may need to involve additional persons (sub >> contracters, ...) >> What's the best way to bring them in the game ? >> >> Any suggestion welcome >> Wolfgang ---------------------------------------------------------------------- Wolfgang Fuertbauer (e-Mail: Wolfgang.Fuertbauer at ebewe.com) EBEWE Pharma Mondseestrasse 11 4866 Unterach, Austria Tel +43 7665 8123 315 Mobile: +43 664 8397987 Fax +43 7665 8123 1487 http://www.ebewe.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From kwhite at telsource.com Fri Oct 13 02:15:01 2006 From: kwhite at telsource.com (Kevin White) Date: Fri, 13 Oct 2006 02:15:01 -0400 Subject: [rt-users] Performance on PostgreSQL In-Reply-To: <20061013042702.GR10042@bestpractical.com> References: <452F0D58.90309@telsource.com> <20061013041847.GQ10042@bestpractical.com> <452F148C.7080801@telsource.com> <20061013042702.GR10042@bestpractical.com> Message-ID: <452F2EE5.7050905@telsource.com> > I recall that we made a major pg-related fix around 3.4.2 or so. If you > suspect it's postgres-side stuff that's slowing you down, turning on the > query log and seeing if you can reindex a bit is worthwhile. I've moved to 3.4.5 but it still seems slow to me. You're talking about the postgresql query log, right? I'll look into that next. I've been trying desperately to turn on DBI::ProfileDumper::Apache. My perl-status shows: DBI_PROFILE = 2/DBI::ProfileDumper::Apache DBI_PROFILE_APACHE_LOG_DIR = /var/log/httpd but I get no dbi.prof.* files...anywhere on my filesystem. Thanks for all the help. Here's my rt.conf: ServerName xxx DocumentRoot /var/www/html/rt3/share/html AddDefaultCharset UTF-8 PerlSetEnv DBI_PROFILE 2/DBI::ProfileDumper::Apache PerlSetEnv DBI_PROFILE_APACHE_LOG_DIR /var/log/httpd # PerlOptions +GlobalRequest SetHandler perl-script PerlResponseHandler Apache2::Status PerlModule Apache::DBI PerlRequire /var/www/html/rt3/bin/webmux.pl SetHandler default SetHandler perl-script PerlResponseHandler RT::Mason From bijayant4u at yahoo.com Fri Oct 13 02:26:02 2006 From: bijayant4u at yahoo.com (bijayant kumar) Date: Fri, 13 Oct 2006 07:26:02 +0100 (BST) Subject: [rt-users] couldnot create database Message-ID: <20061013062602.77642.qmail@web32708.mail.mud.yahoo.com> Hi to all, I am trying to install rt-3.6.1. I have a database dev-db/mysql-4.1.21. But when i am trying to run make initialize database i am getting this error srv rt-3.6.1 # make initialize-database /usr/bin/perl //opt/rt3/sbin/rt-setup-database --action init --dba root --prompt-for-dba-password In order to create or update your RT database,Use of uninitialized value in concatenation (.) or string at //opt/rt3/sbin/rt-setup-database line 287. this script needs to connect to your mysql instance on as root. Please specify that user's database password below. If the user has no database password, just press return. Password: Now creating a database for RT. Creating mysql database rt3. Now populating database schema. Creating database schema. readline() on closed filehandle SCHEMA_LOCAL at //opt/rt3/sbin/rt-setup-database line 192. Transactions not supported by database at /usr/lib/perl5/vendor_perl/5.8.7/i686-linux/DBI.pm line 1657. make: *** [initialize-database] Error 255 I have tried it number of times but every time it gives the same error. I have all the necessary packages. I have checked it with make testdeps Please help me... Thanks in advance Bijayant Kumar Send instant messages to your online friends http://uk.messenger.yahoo.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From dave.wells at foreshore.net Fri Oct 13 03:45:27 2006 From: dave.wells at foreshore.net (Dave Wells) Date: Fri, 13 Oct 2006 08:45:27 +0100 Subject: [rt-users] [Rt-announce] RT 3.6.0 Released In-Reply-To: <4492EADB.1090501@ucrwcu.rwc.uc.edu> Message-ID: <3E88364AF578694C9BBFE357115E2EDE02326CBA@jsy-qr-is.is.foreshore.net> Hi, I have tried carrying out the steps below, it does not seem to fix my issues a view source from my RT still shows: RT at a glance I have removed the "Set($WebDefaultStylesheet, '3.5-default');" from the RT_Siteconfig.pm so that it is set by default by the RT_Config.pm, However if I modify this between 3.5-default and 3.4-compat it makes absolutely no difference to my web interface. Also the system configuration tool shows that the $WebDefaultStylesheet variable is being set correctly. Is there anything else I can try? Thanks Dave -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Drew Barnes Sent: 16 June 2006 18:31 To: Steve Palm Cc: rt-users at lists.bestpractical.com; Ruslan Zakirov Subject: Re: [rt-users] [Rt-announce] RT 3.6.0 Released 1. Stop apache. 2. rm -rf /path/to/rt/var/mason_data/obj/* 3. Start apache Steve Palm wrote: > > On Jun 16, 2006, at 12:21 PM, Ruslan Zakirov wrote: >> 1. Remove mason page. > > I'm sorry, I do not understand what you mean there. > >> 2. Also open source of any page in browser, it must contain something >> like: >> > type="text/css" media="all" /> >> > media="print" /> > > I do not have those, only: > > > > This may be related to the mason page you reference above, but I do > not know what/where to delete. Should the upgrade handle this? > > The main.css is several lines of @import statements when viewed in my > browser. > > Steve > > ----- > Steve Palm --- stevep at sga.org > Computer Systems Analyst/Programmer > Slavic Gospel Association -- Loves Park, IL > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From dave.wells at foreshore.net Fri Oct 13 04:03:16 2006 From: dave.wells at foreshore.net (Dave Wells) Date: Fri, 13 Oct 2006 09:03:16 +0100 Subject: [rt-users] [Rt-announce] RT 3.6.0 Released In-Reply-To: <4492EADB.1090501@ucrwcu.rwc.uc.edu> Message-ID: <3E88364AF578694C9BBFE357115E2EDE02326CBE@jsy-qr-is.is.foreshore.net> I have solved my problem I had some Local overlays in /rt3/local/html/. Deleted these and it solved my problem. Dave ----------------------------------------------------------------- Hi, I have tried carrying out the steps below, it does not seem to fix my issues a view source from my RT still shows: RT at a glance I have removed the "Set($WebDefaultStylesheet, '3.5-default');" from the RT_Siteconfig.pm so that it is set by default by the RT_Config.pm, However if I modify this between 3.5-default and 3.4-compat it makes absolutely no difference to my web interface. Also the system configuration tool shows that the $WebDefaultStylesheet variable is being set correctly. Is there anything else I can try? Thanks Dave -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Drew Barnes Sent: 16 June 2006 18:31 To: Steve Palm Cc: rt-users at lists.bestpractical.com; Ruslan Zakirov Subject: Re: [rt-users] [Rt-announce] RT 3.6.0 Released 1. Stop apache. 2. rm -rf /path/to/rt/var/mason_data/obj/* 3. Start apache Steve Palm wrote: > > On Jun 16, 2006, at 12:21 PM, Ruslan Zakirov wrote: >> 1. Remove mason page. > > I'm sorry, I do not understand what you mean there. > >> 2. Also open source of any page in browser, it must contain something >> like: >> > type="text/css" media="all" /> >> > media="print" /> > > I do not have those, only: > > > > This may be related to the mason page you reference above, but I do > not know what/where to delete. Should the upgrade handle this? > > The main.css is several lines of @import statements when viewed in my > browser. > > Steve > > ----- > Steve Palm --- stevep at sga.org > Computer Systems Analyst/Programmer > Slavic Gospel Association -- Loves Park, IL > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html From darling at ccdc.cam.ac.uk Fri Oct 13 04:46:43 2006 From: darling at ccdc.cam.ac.uk (Toby Darling) Date: Fri, 13 Oct 2006 09:46:43 +0100 Subject: [rt-users] Updating to 3.6.1, and migrating the database In-Reply-To: References: Message-ID: <452F5273.5020800@ccdc.cam.ac.uk> Hi Ian > I'm working on upgrading from RT 3.4.4 to RT 3.6.1. At the same time, ... > Specifically, I'm losing/corrupting the binary data in the Attachments > table. http://rt3.fsck.com/Ticket/Display.html?id=6655 http://bugs.mysql.com/bug.php?id=10249 http://www.gossamer-threads.com/lists/rt/users/57791?search_string=BLOB;#57791 Cheers. From info at techspeak.com.au Fri Oct 13 05:58:02 2006 From: info at techspeak.com.au (Neil Hymans - Technically Speaking) Date: Fri, 13 Oct 2006 17:58:02 +0800 Subject: [rt-users] Add watcher based on email address or domain Message-ID: <002301c6eeae$12873990$0301010a@office> Hi all I have a requirement to add specific watchers to a ticket based on who sent it. My first attempt involved creating a queue for each customer, with each queue having the appropriate watchers set up. A scrip changes the queue of an incoming ticket based on the email address or domain. This works fine, but it has resulted in about 25 queues so far and this number will grow as sales increase. Instead, I was thinking that I could skip the whole queue changing thing - I think it would be fine if a scrip looked at the email address / domain and added a username as a watcher. Unfortunately, I speak very little Perl and am pretty new to all of this. If anyone cares to help, I'd be *very* grateful if you could illustrate your response with about 3 cases so it's obvious to me how to modify it so suit our requirements - and perhaps also show how to check both a complete email address and a domain. Thanks in advance for any help you can offer. Best regards Neil From ktm at it.is.rice.edu Fri Oct 13 09:07:55 2006 From: ktm at it.is.rice.edu (Kenneth Marshall) Date: Fri, 13 Oct 2006 08:07:55 -0500 Subject: [rt-users] Performance on PostgreSQL In-Reply-To: <452F148C.7080801@telsource.com> References: <452F0D58.90309@telsource.com> <20061013041847.GQ10042@bestpractical.com> <452F148C.7080801@telsource.com> Message-ID: <20061013130755.GB7165@it.is.rice.edu> On Fri, Oct 13, 2006 at 12:22:36AM -0400, Kevin White wrote: > Jesse Vincent wrote: > > > > > >On Thu, Oct 12, 2006 at 11:51:52PM -0400, Kevin White wrote: > >>The production server is running Centos 4 (RHEL 4) on a machine that > >>really doesn't have enough RAM (1GB) and only has IDE disks, running as > >>a software RAID1. It IS an Opteron, and it is running 64-bit. rt 3.4.1 > >>and postgresql 8.0.3. > > > > > >Strongly recommend: > > * newer RT > > * newer Pg (8.x before 8.1.4 had some specialness) > > * vacuum analyzing your postgres instance. > > Thanks Jesse...when you say newer RT, do you mean newer than 3.4.5? > > My test box has Pg 8.1.4, and my next step will be attempting to take > that to RT 3.4.5, then 3.6.1 (.2 by then, probably). I have some small > customizations I need to carry forward. > > I do vacuum analyze, 3 times a day actually, so I do that. :) > > Thanks for the advice. If I find anything else, I'll post (and > contribute to the Wiki). > > Kevin > Kevin, I had meant to pass this on to the list for possible inclusion in the PostgreSQL related FAQ/schema. When we first rolled RT out, performance was reasonable. As the number of tickets and users grew, the ticket update, creation, and display processes continued to degrade. Finally, the slowdown was enough to cause the slowing queries to cross the query log threshold on the DB server. The slow queries all involved lookups based on OID. I added indexes on OID for all of the tables involved and the overall responsiveness is back to normal in all areas. Here are the indexes that needed to be added to the DB to enable fast OID based queries. Hopefully, they can be included in 3.6.2+. CREATE INDEX attachmentsoid ON attachments USING btree ( oid ); CREATE INDEX cachedgroupmembersoid ON cachedgroupmembers USING btree ( oid ); CREATE INDEX objectcustomfieldvaluesoid ON objectcustomfieldvalues USING btree ( oid ); CREATE INDEX transactionsoid ON transactions USING btree ( oid ); Ken From dtikhonov at vonage.com Fri Oct 13 09:32:58 2006 From: dtikhonov at vonage.com (Dmitri Tikhonov) Date: Fri, 13 Oct 2006 09:32:58 -0400 Subject: [rt-users] Performance on PostgreSQL In-Reply-To: <20061013130755.GB7165@it.is.rice.edu> References: <452F0D58.90309@telsource.com> <20061013041847.GQ10042@bestpractical.com> <452F148C.7080801@telsource.com> <20061013130755.GB7165@it.is.rice.edu> Message-ID: <1160746378.16865.0.camel@localhost.localdomain> On Fri, 2006-10-13 at 08:07 -0500, Kenneth Marshall wrote: > CREATE INDEX attachmentsoid ON attachments USING btree ( oid ); > CREATE INDEX cachedgroupmembersoid ON cachedgroupmembers USING btree ( oid ); > CREATE INDEX objectcustomfieldvaluesoid ON objectcustomfieldvalues USING btree ( oid ); > CREATE INDEX transactionsoid ON transactions USING btree ( oid ); Here's also a post from two years ago that still applies to 3.4.5: http://lists.bestpractical.com/pipermail/rt-devel/2004-September/006273.html - Dmitri. From sturner at MIT.EDU Fri Oct 13 10:34:56 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 13 Oct 2006 10:34:56 -0400 Subject: [rt-users] Whats the best way to involve external personswithout loosing control over the ticket In-Reply-To: Message-ID: <013d01c6eed4$c6f1ca50$76059812@bjh> > -----Original Message----- > Taan, > > I'm looking for a way not to change the ticket owner; in case > of external support, > I don't want to change the ticket owner to the external > person; that's what I mean with > "not loosing control". > > * Shall we open a new ticket, make the external person the > ticket owner an link this new ticket as child to the original > * somewhere on the wiki there was a patch "split ticket" > (before the wiki got spammed again); any experience ? > * any other thought's > > Thanks > Wolfgang > > >For product support we set the ticket owner as the person > who actually > >responds to the request (ie communicates with the customer), > and include > >people who are required to add information to a ticket in order to > >resolve it as AdminCCs. > > > >Taan Hello Wolfgang, I think what Taan suggested is actually a good answer - add the "external" person to the ticket as an AdminCc. You'll need to make sure that the AdminCc role has update rights to tickets through the queue's Group Rights screen (or if it's right for you, through Global Group Rights). Steve ---------------------------------------- Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From vivek at khera.org Fri Oct 13 10:37:11 2006 From: vivek at khera.org (Vivek Khera) Date: Fri, 13 Oct 2006 10:37:11 -0400 Subject: [rt-users] Require non-blank mesage field In-Reply-To: <20061012211912.GB6549@pyrite.graphics> References: <20061012211912.GB6549@pyrite.graphics> Message-ID: <3164973B-07D5-4730-8BFF-438CA4768183@khera.org> On Oct 12, 2006, at 5:19 PM, Matthew Pressly wrote: > Where can I add code to prevent a ticket from being resolved with > an empty 'Message:' field? I would like to just display an error > message and redisplay the current page. That would block you from resolving a ticket without comment which was re-opened by a "thank you" response from your customer. Are you sure you want to restrict that? We get those all the time. -------------- 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 Fri Oct 13 10:44:57 2006 From: vivek at khera.org (Vivek Khera) Date: Fri, 13 Oct 2006 10:44:57 -0400 Subject: [rt-users] Performance on PostgreSQL In-Reply-To: <20061013130755.GB7165@it.is.rice.edu> References: <452F0D58.90309@telsource.com> <20061013041847.GQ10042@bestpractical.com> <452F148C.7080801@telsource.com> <20061013130755.GB7165@it.is.rice.edu> Message-ID: On Oct 13, 2006, at 9:07 AM, Kenneth Marshall wrote: > > Here are the indexes that needed to be added to the DB to enable fast > OID based queries. Hopefully, they can be included in 3.6.2+. > > CREATE INDEX attachmentsoid ON attachments USING btree ( oid ); > CREATE INDEX cachedgroupmembersoid ON cachedgroupmembers USING > btree ( oid ); > CREATE INDEX objectcustomfieldvaluesoid ON objectcustomfieldvalues > USING btree ( oid ); WTF is it trying to use OID's in queries? OID's are off by default on postgres 8.1 so most tables won't even have them. RT's schema.Pg file certainly doesn't request them. I never saw RT trying to use OIDs for anything when I analyzed the queries. Is this something new in searchbuilder? -------------- 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 Fri Oct 13 10:46:23 2006 From: vivek at khera.org (Vivek Khera) Date: Fri, 13 Oct 2006 10:46:23 -0400 Subject: [rt-users] Performance on PostgreSQL In-Reply-To: <1160746378.16865.0.camel@localhost.localdomain> References: <452F0D58.90309@telsource.com> <20061013041847.GQ10042@bestpractical.com> <452F148C.7080801@telsource.com> <20061013130755.GB7165@it.is.rice.edu> <1160746378.16865.0.camel@localhost.localdomain> Message-ID: On Oct 13, 2006, at 9:32 AM, Dmitri Tikhonov wrote: > Here's also a post from two years ago that still applies to 3.4.5: > > http://lists.bestpractical.com/pipermail/rt-devel/2004-September/ > 006273.html > I still use them in RT 3.6, 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 Fri Oct 13 10:53:25 2006 From: vivek at khera.org (Vivek Khera) Date: Fri, 13 Oct 2006 10:53:25 -0400 Subject: [rt-users] Performance on PostgreSQL In-Reply-To: <20061013041847.GQ10042@bestpractical.com> References: <452F0D58.90309@telsource.com> <20061013041847.GQ10042@bestpractical.com> Message-ID: <3232EE46-7120-4517-9D0A-512BEB29E01F@khera.org> On Oct 13, 2006, at 12:18 AM, Jesse Vincent wrote: > > Strongly recommend: > * newer RT > * newer Pg (8.x before 8.1.4 had some specialness) > * vacuum analyzing your postgres instance. Also make sure your Pg is tuned properly for the size of your DB. See recent discussion in the postgres general mailing list (some tips came flying by earlier this week. Also see http://www.varlena.com/ GeneralBits/Tidbits/annotated_conf_e.html. I personally bump up the shared buffers, work mem, sort mem, checkpoint segments, and appropriatly set the effective cache size. If you're still running slow after bumping these up (and applying my indexes, mentioned earlier), you should profile your overall system to see where the bottleneck is. I'll vote it is your disk drives. At least use SATA... Our primary RT install is running on a Dell PE 1850 with hardware RAID1 on a pair of SCSI disks which can support 80Mb/s sustained read/ write speed. With several tens of thousand tickets, it is quite snappy. We even run it over SSL. Our configuration of software is FreeBSD 6.1 + apache + fastcgi for RT. RT makes zero use of mod_perl's advanced features, and fastcgi is much easier to get working right. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2530 bytes Desc: not available URL: From ktm at it.is.rice.edu Fri Oct 13 10:53:35 2006 From: ktm at it.is.rice.edu (Kenneth Marshall) Date: Fri, 13 Oct 2006 09:53:35 -0500 Subject: [rt-users] Performance on PostgreSQL In-Reply-To: References: <452F0D58.90309@telsource.com> <20061013041847.GQ10042@bestpractical.com> <452F148C.7080801@telsource.com> <20061013130755.GB7165@it.is.rice.edu> Message-ID: <20061013145335.GC7165@it.is.rice.edu> On Fri, Oct 13, 2006 at 10:44:57AM -0400, Vivek Khera wrote: > > On Oct 13, 2006, at 9:07 AM, Kenneth Marshall wrote: > > > > >Here are the indexes that needed to be added to the DB to enable fast > >OID based queries. Hopefully, they can be included in 3.6.2+. > > > >CREATE INDEX attachmentsoid ON attachments USING btree ( oid ); > >CREATE INDEX cachedgroupmembersoid ON cachedgroupmembers USING > >btree ( oid ); > >CREATE INDEX objectcustomfieldvaluesoid ON objectcustomfieldvalues > >USING btree ( oid ); > > WTF is it trying to use OID's in queries? OID's are off by default > on postgres 8.1 so most tables won't even have them. RT's schema.Pg > file certainly doesn't request them. > > I never saw RT trying to use OIDs for anything when I analyzed the > queries. Is this something new in searchbuilder? > Vivek, I was as surprised as you. It may have been the result of migrations from older versions of RT to newer versions. We started at 3.2, are currently running 3.4.5, and are preparing to migrate to 3.6.x. If the OIDs are not needed, I would like to drop them in our migration to 3.6.x. This is with an older version of searchbuilder (1.36) on the 3.4.5 system. We could not upgrade to a newer version because it caused our DB queries to fail. Do you think that it is safe to remove the oid column? Ken From vivek at khera.org Fri Oct 13 11:01:32 2006 From: vivek at khera.org (Vivek Khera) Date: Fri, 13 Oct 2006 11:01:32 -0400 Subject: [rt-users] Performance on PostgreSQL In-Reply-To: <20061013145335.GC7165@it.is.rice.edu> References: <452F0D58.90309@telsource.com> <20061013041847.GQ10042@bestpractical.com> <452F148C.7080801@telsource.com> <20061013130755.GB7165@it.is.rice.edu> <20061013145335.GC7165@it.is.rice.edu> Message-ID: On Oct 13, 2006, at 10:53 AM, Kenneth Marshall wrote: > to 3.6.x. This is with an older version of searchbuilder (1.36) on > the 3.4.5 system. We could not upgrade to a newer version because it > caused our DB queries to fail. Do you think that it is safe to remove > the oid column? If you do a fresh new install of RT, you won't have them, so I suspect it is safe. I never bothered, though. I don't see how searchbuilder would construct a query that uses oids, though, since the string "oid" doesn't exist at all in version 1.43. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2530 bytes Desc: not available URL: From fran at atomz.com Fri Oct 13 10:03:15 2006 From: fran at atomz.com (Fran Taylor) Date: Fri, 13 Oct 2006 07:03:15 -0700 Subject: [rt-users] Reset search preferences to default Message-ID: <7.0.1.0.2.20061013070246.039b1520@websidestory.com> Hello, On 3.6.0, can anyone tell me how to restore the default search format (as set in $DefaultSearchResultFormat in RT_Config) to a user after they have modified their own search preferences? I have users that have modified their search format and are now missing fields that they can't add back in because there is no advanced option to do the required customization. Any help would be greatly appreciated! Thanks, Fran From raghavendra.s at greynium.com Fri Oct 13 11:03:29 2006 From: raghavendra.s at greynium.com (Raghavendra.s) Date: Fri, 13 Oct 2006 20:33:29 +0530 Subject: [rt-users] plz help me Message-ID: <004301c6eed8$be812880$eb32c8cb@rags> Hi I cannot open tickets which are in "HIGHEST PRIORITY TICKETS I OWN" Please help me to fix this problem. Thx Raghu -------------- next part -------------- An HTML attachment was scrubbed... URL: From jlim at sullung.com Fri Oct 13 11:12:57 2006 From: jlim at sullung.com (Justin Lim) Date: Fri, 13 Oct 2006 10:12:57 -0500 Subject: [rt-users] rtReminderMails Message-ID: <007801c6eeda$14054a10$6401a8c0@home> I am running RT 3.4.5 and was wondering if the rtReminderMails http://wiki.bestpractical.com/index.cgi?rtReminderMails Will work in the 3.4.5 Thanks Justin -------------- next part -------------- An HTML attachment was scrubbed... URL: From ivetter at math.purdue.edu Fri Oct 13 12:03:30 2006 From: ivetter at math.purdue.edu (Isaac Vetter) Date: Fri, 13 Oct 2006 12:03:30 -0400 Subject: [rt-users] RT::Init() Segmentation Fault In-Reply-To: References: Message-ID: <452FB8D2.9020306@math.purdue.edu> Hi Allen; This probably isn't the kind of help you want, but ... I've been administering our RT install on Solaris 8, 9 and now 10 for the past few years. This experience has taught that it's much easier to use the RT package from blastwave.org (http://www.blastwave.org/packages/rt) which uses mod_perl. Isaac Vetter Allan Reko wrote: > Hi all, > > I have a system running Solaris 9 (sparc). I followed the instructions > on the Sun website that are linked to from the Wiki, and after quite a > bit of meddling with the installation of the perl modules, I finally got > all the Perl Dependencies installed. I got RT Compiled and installed. > > I can start the Mysql Service, I can start the apache service. > > When I point my browser to the web address, I get an internal server > error, error 500. I checked the apache error_log, and get the below set > of error messages every time I try to access the web page: > > [Thu Oct 12 13:37:14 2006] [warn] pid file > /usr/local/apache/logs/httpd.pid overwritten -- Unclean shutdown of > previous Apache run? > [Thu Oct 12 13:37:14 2006] [notice] FastCGI: process manager initialized > (pid 361) > [Thu Oct 12 13:37:14 2006] [warn] FastCGI: server > "/usr/local/rt3/bin/mason_handler.fcgi" started (pid 364) > [Thu Oct 12 13:37:14 2006] [notice] Apache/1.3.37 (Unix) > mod_fastcgi/2.4.2 mod_ssl/2.8.28 OpenSSL/0.9.7b configured -- resuming > normal operations > [Thu Oct 12 13:37:14 2006] [notice] Accept mutex: fcntl (Default: fcntl) > [Thu Oct 12 13:37:15 2006] [warn] FastCGI: server > "/usr/local/rt3/bin/mason_handler.fcgi" started (pid 370) > [Thu Oct 12 13:37:16 2006] [warn] FastCGI: server > "/usr/local/rt3/bin/mason_handler.fcgi" started (pid 371) > [Thu Oct 12 13:37:17 2006] [warn] FastCGI: server > "/usr/local/rt3/bin/mason_handler.fcgi" started (pid 372) > [Thu Oct 12 13:37:24 2006] [error] [client 10.31.3.0] FastCGI: > incomplete headers (0 bytes) received from server > "/usr/local/rt3/bin/mason_handler.fcgi" > [Thu Oct 12 13:37:24 2006] [warn] FastCGI: server > "/usr/local/rt3/bin/mason_handler.fcgi" (pid 364) terminated due to > uncaught signal '11' (Segmentation Fault) > [Thu Oct 12 13:37:24 2006] [warn] FastCGI: server > "/usr/local/rt3/bin/mason_handler.fcgi" restarted (pid 378) > > When I try to run mason_handler.fcgi directly, I get: > # su www > # cd /usr/local/rt3/bin > # ./mason_handler.fcgi > Segmentation Fault > # > > I opened the mason_handler.fcgi, and tried inserting print statements, > to isolate where the failure was occurring. I isolated it to the line > in mason_handler that says: "RT::Init();". When I commented that line > out, I got the login screen on the web page, so I know the issue is > coming from RT::Init(). > > The problem is that I'm not sure where to look to debug perl/cgi > stuff...Has anyone encountered this before? > > I am using: > RT v 3.6.1 > Perl v 5.8.7 > Apache v 1.3.37 > > I believe my apache setup is correct, as the server is correctly sending > off to the mason_handler, and I can log into the database using the > username and password I set up in the config file (currently the > defaults, will change later). > > Anyone have any ideas? I'm not entirely sure where to look from here... > > > Allan Reko > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 2914 bytes Desc: S/MIME Cryptographic Signature URL: From jmhanks1373 at hotmail.com Fri Oct 13 12:06:36 2006 From: jmhanks1373 at hotmail.com (Jared Hanks) Date: Fri, 13 Oct 2006 09:06:36 -0700 Subject: [rt-users] RT at a Glance 3.6.1, customizing the "Available" list In-Reply-To: Message-ID: Thanks Torsten. I took the following from RT_Config.pm : Set($HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage)]); And removed the QuickCreate from the list and put it in RT_SiteConfig.pm and everything is working. >From: "Torsten Brumm" >To: "Jared Hanks" >CC: rt-users at lists.bestpractical.com >Subject: Re: [rt-users] RT at a Glance 3.6.1, customizing the "Available" >list >Date: Fri, 29 Sep 2006 09:09:36 +0200 > >Hi Jared, > >the available fields are defined inside the RT_SiteConfig.pm, there you can >add or remove fields. > >Torsten > >2006/9/28, Jared Hanks : >> >>I would like to remove the "QuickCreate" option from the "Available" list >>box in /Prefs/MyRT.html in RT 3.6.1. I don't want any user to have the >>ability to use the QuickCreate function. Is there a way to edit that list >>(in the database, or some file)? >> >>Any help is appreciated. >> >>Thanks, >>Jared >> >>_________________________________________________________________ >>Try the new Live Search today! >> >>http://imagine-windowslive.com/minisites/searchlaunch/?locale=en-us&FORM=WLMTAG >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Community help: http://wiki.bestpractical.com >>Commercial support: sales at bestpractical.com >> >> >>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>Buy a copy at http://rtbook.bestpractical.com >> > > > >-- >MFG > >Torsten Brumm > >http://www.torsten-brumm.de _________________________________________________________________ Get today's hot entertainment gossip http://movies.msn.com/movies/hotgossip From Wolfgang.Fuertbauer at ebewe.com Fri Oct 13 12:06:52 2006 From: Wolfgang.Fuertbauer at ebewe.com (Wolfgang.Fuertbauer at ebewe.com) Date: Fri, 13 Oct 2006 18:06:52 +0200 Subject: [rt-users] Whats the best way to involve external personswithout loosing control over the ticket In-Reply-To: <013d01c6eed4$c6f1ca50$76059812@bjh> Message-ID: Steve, i agree; it is a good answer but all correspondence from the "external" gets "unfiltered" to the client; And that is what I don't want Any further suggestions ? Wolfgang "Stephen Turner" schrieb am 13.10.2006 16:34:56: > > > -----Original Message----- > > Taan, > > > > I'm looking for a way not to change the ticket owner; in case > > of external support, > > I don't want to change the ticket owner to the external > > person; that's what I mean with > > "not loosing control". > > > > * Shall we open a new ticket, make the external person the > > ticket owner an link this new ticket as child to the original > > * somewhere on the wiki there was a patch "split ticket" > > (before the wiki got spammed again); any experience ? > > * any other thought's > > > > Thanks > > Wolfgang > > > > >For product support we set the ticket owner as the person > > who actually > > >responds to the request (ie communicates with the customer), > > and include > > >people who are required to add information to a ticket in order to > > >resolve it as AdminCCs. > > > > > >Taan > > Hello Wolfgang, > > I think what Taan suggested is actually a good answer - add the "external" > person to the ticket as an AdminCc. You'll need to make sure that the > AdminCc role has update rights to tickets through the queue's Group Rights > screen (or if it's right for you, through Global Group Rights). > > Steve > > ---------------------------------------- > Stephen Turner > Senior Programmer/Analyst - Client Support Services > MIT Information Services and Technology (IS&T) > > ---------------------------------------------------------------------- Wolfgang Fuertbauer (e-Mail: Wolfgang.Fuertbauer at ebewe.com) EBEWE Pharma Mondseestrasse 11 4866 Unterach, Austria Tel +43 7665 8123 315 Mobile: +43 664 8397987 Fax +43 7665 8123 1487 http://www.ebewe.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From jmhanks1373 at hotmail.com Fri Oct 13 12:10:52 2006 From: jmhanks1373 at hotmail.com (Jared Hanks) Date: Fri, 13 Oct 2006 09:10:52 -0700 Subject: [rt-users] Rights to edit RT at a Glance Message-ID: What rights need to be granted to allow a user to edit the "RT at a Glance" page? I am not seeing the "Edit" link on the Home page. Thanks, Jared _________________________________________________________________ Search?Your way, your world, right now! http://imagine-windowslive.com/minisites/searchlaunch/?locale=en-us&FORM=WLMTAG From KFCrocker at lbl.gov Fri Oct 13 12:49:21 2006 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 13 Oct 2006 09:49:21 -0700 Subject: [rt-users] is there a possibility to make ticket subjectmandatory field? In-Reply-To: <5613F89D78D2F545A40423EBA5535C301313A6AE@LAXEVS01.lax.corp.int.untd.com> References: <5613F89D78D2F545A40423EBA5535C301313A6AE@LAXEVS01.lax.corp.int.untd.com> Message-ID: <452FC391.5060702@lbl.gov> Olaf, We created a scrip to automatically move the subject into a CF called "description" upon ticket creation. Then we made that CF mandatory. Works for us. Kenn LBNL Schultz, Eric wrote: > Search the mailing lists. I believe I posted code to do this with > javascript. > > Eric Schultz > United Online, Inc. > >> Only with custom development. You could check wiki, but I don't recall >> that somebody shared solution. >> >> On 10/13/06, Olaf Hamann wrote: >>> Hello list, >>> >>> is there a way to interrupt Ticket creation if ticket >> subject is not filled? >>> We are using RT3.6.1 >>> >>> For CustomFields there ist the validation 'Mandatory' feature which >>> works fine and was easyly added by other validate regexps. >>> >>> But how to use that on ticket subject? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From KFCrocker at lbl.gov Fri Oct 13 12:56:39 2006 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 13 Oct 2006 09:56:39 -0700 Subject: [rt-users] Add watcher based on email address or domain In-Reply-To: <002301c6eeae$12873990$0301010a@office> References: <002301c6eeae$12873990$0301010a@office> Message-ID: <452FC547.8010806@lbl.gov> Neil, Why do you need separate "watchers" for each ticket? Each Requestor of a ticket will have their own E_mail address anyway and whatever privileges you want this "watcher" to have you can grant via the "Requestor" role either globally or per queue. If the privileges are to be the same, regardless of who sent a ticket, then grant the privileges to the "Requestor" role globally. What is the real purpose behind the separate watcher concept? Kenn LBNL Neil Hymans - Technically Speaking wrote: > Hi all > > I have a requirement to add specific watchers to a ticket based on who sent > it. > > My first attempt involved creating a queue for each customer, with each > queue having the appropriate watchers set up. A scrip changes the queue of > an incoming ticket based on the email address or domain. This works fine, > but it has resulted in about 25 queues so far and this number will grow as > sales increase. > > Instead, I was thinking that I could skip the whole queue changing thing - I > think it would be fine if a scrip looked at the email address / domain and > added a username as a watcher. > > Unfortunately, I speak very little Perl and am pretty new to all of this. If > anyone cares to help, I'd be *very* grateful if you could illustrate your > response with about 3 cases so it's obvious to me how to modify it so suit > our requirements - and perhaps also show how to check both a complete email > address and a domain. > > Thanks in advance for any help you can offer. > > Best regards > > Neil > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From KFCrocker at lbl.gov Fri Oct 13 13:31:38 2006 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 13 Oct 2006 10:31:38 -0700 Subject: [rt-users] plz help me In-Reply-To: <004301c6eed8$be812880$eb32c8cb@rags> References: <004301c6eed8$be812880$eb32c8cb@rags> Message-ID: <452FCD7A.5040201@lbl.gov> Raghu, What privileges have you set for groups/roles at the global level and queue level (for the queue where your tickets reside)? Do you grant privileges to users or for groups and then put users in groups (way less maintenance)? Kenn LBNL Raghavendra.s wrote: > Hi > > > > I cannot open tickets which are in ?HIGHEST PRIORITY TICKETS I OWN? > > > > Please help me to fix this problem. > > > > > > Thx > > Raghu > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From m3freak at rogers.com Fri Oct 13 13:51:04 2006 From: m3freak at rogers.com (Kanwar Ranbir Sandhu) Date: Fri, 13 Oct 2006 13:51:04 -0400 Subject: [rt-users] Reset passwords ued to work...now doesn't Message-ID: <1160761865.8173.26.camel@krs> Hello, I implemented a simple password reset queue which reset a user's password when a new email was sent to that queue. It used to work great, but now doesn't. I'm not sure if it stopped when the server was upgraded to RT 3.6.0, or if it was busted earlier. Whenever an email is sent to the password reset queue, the ticket gets created in the support queue. The mail logs show the email being received and delivered to the correct queue, but when procmail takes over, the message goes to the support queue. I don't understand why this is happening. Here's the alias file for postfix: # RT aliases (review the procmail file for more details) support: "|/usr/bin/procmail -m /etc/procmail-support.rc" support-comments: "|/usr/bin/procmail -m /etc/procmail-support.rc" resetpwd: "|/usr/bin/procmail -m /etc/procmail-support.rc" resetpwd-comments: "|/usr/bin/procmail -m /etc/procmail-support.rc" And here's the procmail recipe: LOGFILE=/var/log/procmail-support.log DEFAULT=/home/ksandhu/Maildir/ :0 * ^X-Spam-Flag: YES ! ksandhu at systemsaligned.com # RT aliases :0 |/var/www/rt/bin/rt-mailgate --queue Technical-Support --action correspond --url https://blah |/var/www/rt/bin/rt-mailgate --queue Technical-Support --action comment --url https://blah |/var/www/rt/bin/rt-mailgate --queue Resetpwd --action correspond --url https://blah |/var/www/rt/bin/rt-mailgate --queue Resetpwd --action comment --url https://blah # Send everything else to ksandhu at systemsaligned.com :0 $DEFAULT Am I missing something obvious? Has something changed in RT that would break resetting passwords via email? Regards, Ranbir -- Kanwar Ranbir Sandhu Linux 2.6.17-1.2187_FC5 i686 GNU/Linux 13:39:21 up 4 days, 20:39, 3 users, load average: 0.09, 0.23, 0.22 From thiago.cristino at gmail.com Fri Oct 13 14:19:14 2006 From: thiago.cristino at gmail.com (Thiago Cristino dos Santos) Date: Fri, 13 Oct 2006 15:19:14 -0300 Subject: [rt-users] Querying tickets via RT::Rest Message-ID: Hi, is possible to query tickets (including custom fields) filtering by custom fields using RT::Rest API? Thiago -------------- next part -------------- An HTML attachment was scrubbed... URL: From dtikhonov at vonage.com Fri Oct 13 14:25:33 2006 From: dtikhonov at vonage.com (Dmitri Tikhonov) Date: Fri, 13 Oct 2006 14:25:33 -0400 Subject: [rt-users] Querying tickets via RT::Rest In-Reply-To: References: Message-ID: <1160763933.16865.19.camel@localhost.localdomain> On Fri, 2006-10-13 at 15:19 -0300, Thiago Cristino dos Santos wrote: > is possible to query tickets (including custom fields) filtering by > custom fields using RT::Rest API? RT::Client::REST (my module available on CPAN) can do most of those things. Support for custom fields is not really there yet, though. I could not find RT::Rest module you were talking about: http://search.cpan.org/search?query=rt%3A%3Arest&mode=all Are you confusing it with something else? - Dmitri. From kwhite at telsource.com Fri Oct 13 15:20:16 2006 From: kwhite at telsource.com (Kevin White) Date: Fri, 13 Oct 2006 15:20:16 -0400 Subject: [rt-users] Performance on PostgreSQL In-Reply-To: <20061013145335.GC7165@it.is.rice.edu> References: <452F0D58.90309@telsource.com> <20061013041847.GQ10042@bestpractical.com> <452F148C.7080801@telsource.com> <20061013130755.GB7165@it.is.rice.edu> <20061013145335.GC7165@it.is.rice.edu> Message-ID: <452FE6F0.3010107@telsource.com> Thank you everybody for the suggestions. I will look into adding the suggested indexes, and look at my RAM usage. I think I need to get more than 1GB of RAM on the box, so I have room to play. Those httpd processes end up taking a lot of RAM. I'll also work on moving up to Pg 8.1.4, and getting production up to RT 3.4.5. Thanks again for the suggestions. Kevin From dtikhonov at vonage.com Fri Oct 13 15:41:21 2006 From: dtikhonov at vonage.com (Dmitri Tikhonov) Date: Fri, 13 Oct 2006 15:41:21 -0400 Subject: [rt-users] Querying tickets via RT::Rest In-Reply-To: References: <1160763933.16865.19.camel@localhost.localdomain> Message-ID: <1160768481.16865.23.camel@localhost.localdomain> - Copying the list on my answer - On Fri, 2006-10-13 at 16:28 -0300, Thiago Cristino dos Santos wrote: > try > { > my @ticket = $rt->search(type => 'ticket', query => "Severity = > 100"); > print ("Found tickets @ticket\n"); > } Change that query to "CF.Severity = 100". - Dmitri. From rfh at pipex.net Fri Oct 13 17:52:42 2006 From: rfh at pipex.net (Roy El-Hames) Date: Fri, 13 Oct 2006 22:52:42 +0100 Subject: [rt-users] Add watcher based on email address or domain In-Reply-To: <452FC547.8010806@lbl.gov> References: <002301c6eeae$12873990$0301010a@office> <452FC547.8010806@lbl.gov> Message-ID: <45300AAA.6000902@pipex.net> I guess Neil was referring to client managers/sales managers /customer relations agents etc .. Neil; I don't think its a simple task particularly you said you speak very little Perl .. If you can; what I would do is: option 1 (the clean way) - Create a table that map your customer mail address to an agent (the watcher you need to add --this can be user name or mailaddress) - Create the appropriate classes for this table (I often use sbin/factory from the rt source code) - Create a function in the above classes to pull the agent for a given customer email - Create a scrip with Condition On Create and action to query the function you created above and add the value as a watcher Option 2 (not so clean): - Assuming your customer email is already an RT user, use one of the fields that are n't used in the Users table to populate the email address/name of teh watcher - Create a scrip with Condition On Create and action to identify the requester, pull the value of the field mentioned above and add it as a watcher Best of luck; Roy Kenneth Crocker wrote: > Neil, > > > > Why do you need separate "watchers" for each ticket? Each > Requestor of a ticket will have their own E_mail address anyway and > whatever privileges you want this "watcher" to have you can grant via > the "Requestor" role either globally or per queue. If the privileges > are to be the same, regardless of who sent a ticket, then grant the > privileges to the "Requestor" role globally. What is the real purpose > behind the separate watcher concept? > > Kenn > LBNL > > Neil Hymans - Technically Speaking wrote: >> Hi all >> >> I have a requirement to add specific watchers to a ticket based on >> who sent >> it. >> >> My first attempt involved creating a queue for each customer, with each >> queue having the appropriate watchers set up. A scrip changes the >> queue of >> an incoming ticket based on the email address or domain. This works >> fine, >> but it has resulted in about 25 queues so far and this number will >> grow as >> sales increase. >> >> Instead, I was thinking that I could skip the whole queue changing >> thing - I >> think it would be fine if a scrip looked at the email address / >> domain and >> added a username as a watcher. >> >> Unfortunately, I speak very little Perl and am pretty new to all of >> this. If >> anyone cares to help, I'd be *very* grateful if you could illustrate >> your >> response with about 3 cases so it's obvious to me how to modify it so >> suit >> our requirements - and perhaps also show how to check both a complete >> email >> address and a domain. >> >> Thanks in advance for any help you can offer. >> >> Best regards >> >> Neil >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.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 > From m3freak at rogers.com Fri Oct 13 18:04:44 2006 From: m3freak at rogers.com (Kanwar Ranbir Sandhu) Date: Fri, 13 Oct 2006 18:04:44 -0400 Subject: [rt-users] RTx::Shredder error Message-ID: <1160777084.8173.46.camel@krs> Hi Everyone, I'm not sure if I should be reporting this error to this list, or directly to Ruslan. But, since the discussion might be useful to others, I've decided to post it here. Please, throw no stones if I've offended you. Feathers are okay. :) I've been using Ruslan's RTx::Shredder tool on a RT 3.6.0 install to clean out a bunch of deleted tickets, and bogus users. Everything's been great so far; that is until I ran into the following error when attempting to delete users: error: Can't locate object method "caught" via package "RTx::Shredder::Exception::Info" at /var/www/rt/share/html/Admin/Tools/Shredder/index.html line 36. context: ... 32: my ($plugin_obj, @objs); 33: 34: my $catch_non_fatals = sub { 35: require RTx::Shredder::Exceptions; 36: die $@ unless my $e = RTx::Shredder::Exception::Info->caught; 37: 38: push @{ $messages{Errors} }, "$e"; 39: $Search = ''; @objs = (); 40: return 1; ... code stack: /var/www/rt/share/html/Admin/Tools/Shredder/index.html:36 /var/www/rt/share/html/Admin/Tools/Shredder/autohandler:12 /var/www/rt/share/html/Admin/autohandler:47 /var/www/rt/share/html/autohandler:279 I'm not sure yet if specific users are causing this error, or if it's just random. I did a little poking around with Google and didn't turn up any solutions. Not sure how to proceed. Ruslan, if you need more info or if you want to take this off list, let me know. Regards, Ranbir -- Kanwar Ranbir Sandhu Linux 2.6.17-1.2187_FC5 i686 GNU/Linux 18:00:02 up 5 days, 1:00, 3 users, load average: 0.73, 0.83, 0.48 From joby at u.washington.edu Fri Oct 13 18:48:16 2006 From: joby at u.washington.edu (Joby Walker) Date: Fri, 13 Oct 2006 15:48:16 -0700 Subject: [rt-users] Performance on PostgreSQL In-Reply-To: <20061013145335.GC7165@it.is.rice.edu> References: <452F0D58.90309@telsource.com> <20061013041847.GQ10042@bestpractical.com> <452F148C.7080801@telsource.com> <20061013130755.GB7165@it.is.rice.edu> <20061013145335.GC7165@it.is.rice.edu> Message-ID: <453017B0.1090304@u.washington.edu> OIDs were used to get the id of the last insert. The was abandoned because of pgsql 8.1, but it was a horrible way to get the last id anyway. Current versions of SB insert the row and then get the current value of the sequence associated with that table. This is much faster and *should* be safe. I've patched our SB (1.36) to work like most of the other db object abstraction systems I've used -- get the next val of the sequence and then use the value in the insert, this will be correct everytime and in all setups. It is also faster than the default SB-1.36. Joby Walker C&C SSG, University of Washington Kenneth Marshall wrote: > Vivek, > > I was as surprised as you. It may have been the result of migrations > from older versions of RT to newer versions. We started at 3.2, are > currently running 3.4.5, and are preparing to migrate to 3.6.x. If > the OIDs are not needed, I would like to drop them in our migration > to 3.6.x. This is with an older version of searchbuilder (1.36) on > the 3.4.5 system. We could not upgrade to a newer version because it > caused our DB queries to fail. Do you think that it is safe to remove > the oid column? > > Ken > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From pkime at Shopzilla.com Fri Oct 13 20:14:15 2006 From: pkime at Shopzilla.com (Philip Kime) Date: Fri, 13 Oct 2006 17:14:15 -0700 Subject: [rt-users] Wierd search results with multiple-valued fields ... Message-ID: <9C0091F428E697439E7A773FFD083427435A90@szexchange.Shopzilla.inc> in RT 3.4.5 and 3.6.1, should this really return anything where "somefield" is multi-valued? CF.{somefield} != 'X' AND CF.{somefield} = 'X' For me, it does. It seems to be comparing the string with every value for the field and therefore matches just about everything. Is there a way, for example, of saying "show me everything which has no value matching 'X' CF.{somfield} != 'X' seems to be saying "show me everything which has *any* value which doesn't match 'X' PK -- Philip Kime NOPS Systems Architect 310 401 0407 -------------- next part -------------- An HTML attachment was scrubbed... URL: From taan at cryologic.com Sat Oct 14 01:16:57 2006 From: taan at cryologic.com (taan) Date: Sat, 14 Oct 2006 15:16:57 +1000 (EST) Subject: [rt-users] Whats the best way to involve external persons without loosing control over the ticket In-Reply-To: References: Message-ID: <1832.192.168.1.168.1160803017.squirrel@192.168.1.168> Hi Wolfgang, If you need to manually filter all input from contractors before sending it to requestors then having the contractors send you emails which you cut-and-paste or forward to the appropriate ticket is about as simple as you can make it. You could also pass all contractor mail through rt-mailgate, making sure it was sent as a "Comment". This would then never be sent to the Requestors (with a default RT setup). You could then decide which comments should be sent to the Requestors and manually create an email for them. I guess it depends on the percentage of contractor emails you deem acceptable to send directly to Requestors. regards Taan >>Wolfgang.Fuertbauer at ebewe.com wrote: >>> >>> Hi everybody, >>> >>> I'd like to ask for a "best practice": >>> >>> My help helpdesk shall alway have control over the ticket eg be the > owner; >>> on the other hand, they may need to involve additional persons (sub >>> contracters, ...) >>> What's the best way to bring them in the game ? >>> >>> Any suggestion welcome >>> Wolfgang From raghav04 at gmail.com Sat Oct 14 05:36:59 2006 From: raghav04 at gmail.com (raghav) Date: Sat, 14 Oct 2006 15:06:59 +0530 Subject: [rt-users] highest priority tickest i won Message-ID: <4a8fa2fa0610140236o7a281c23uab1e5e829250a62f@mail.gmail.com> hi, r I recently installed RT 3.6.1 i am having troubale getting the I recently installed RT 3.6.1 i am having troubale getting the 'highest priority tickets I own when i try to open ticket getting this error The webpage cannot be found HTTP 404 how can i fix that ? Thanks raghav -------------- next part -------------- An HTML attachment was scrubbed... URL: From vivek at khera.org Sat Oct 14 07:53:44 2006 From: vivek at khera.org (Vivek Khera) Date: Sat, 14 Oct 2006 07:53:44 -0400 Subject: [rt-users] Performance on PostgreSQL In-Reply-To: <453017B0.1090304@u.washington.edu> References: <452F0D58.90309@telsource.com> <20061013041847.GQ10042@bestpractical.com> <452F148C.7080801@telsource.com> <20061013130755.GB7165@it.is.rice.edu> <20061013145335.GC7165@it.is.rice.edu> <453017B0.1090304@u.washington.edu> Message-ID: On Oct 13, 2006, at 6:48 PM, Joby Walker wrote: > OIDs were used to get the id of the last insert. The was abandoned > because of pgsql 8.1, but it was a horrible way to get the last id > anyway. Current versions of SB insert the row and then get the > current value of the sequence associated with that table. This is > much faster and *should* be safe. Does it actually query the sequence or does it just pull the last insert id from the connection's return status? if the former, then it is not multi-thread safe, if the latter then it is faster than your method of pulling a sequence then doing insert (one trip to DB vs. two). -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2530 bytes Desc: not available URL: From jesse at bestpractical.com Sat Oct 14 15:14:42 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 14 Oct 2006 15:14:42 -0400 Subject: [rt-users] Re: [Bps-internal] some observation about JavaScript & buttonToLink(); In-Reply-To: References: <452F0D58.90309@telsource.com> <20061013041847.GQ10042@bestpractical.com> <452F148C.7080801@telsource.com> <20061013130755.GB7165@it.is.rice.edu> <20061013145335.GC7165@it.is.rice.edu> <453017B0.1090304@u.washington.edu> Message-ID: <20061014191442.GD10042@bestpractical.com> On Sat, Oct 14, 2006 at 07:53:44AM -0400, Vivek Khera wrote: > > On Oct 13, 2006, at 6:48 PM, Joby Walker wrote: > > >OIDs were used to get the id of the last insert. The was abandoned > >because of pgsql 8.1, but it was a horrible way to get the last id > >anyway. Current versions of SB insert the row and then get the > >current value of the sequence associated with that table. This is > >much faster and *should* be safe. > > Does it actually query the sequence or does it just pull the last > insert id from the connection's return status? if the former, then > it is not multi-thread safe, if the latter then it is faster than > your method of pulling a sequence then doing insert (one trip to DB > vs. two). my $sequence_name = $self->IdSequenceName($table); unless ($sequence_name) { return ($sequence_name) } # Class::ReturnValue my $seqsth = $self->dbh->prepare( qq{SELECT CURRVAL('} . $sequence_name . qq{')} ); $seqsth->execute; $self->{'id'} = $seqsth->fetchrow_array(); A dozen people assured me that this was considered the postgres-blessed way to do this these days. Is it not? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- From m3freak at rogers.com Sun Oct 15 12:34:13 2006 From: m3freak at rogers.com (Kanwar Ranbir Sandhu) Date: Sun, 15 Oct 2006 12:34:13 -0400 Subject: [rt-users] Reset passwords ued to work...now doesn't In-Reply-To: <1160761865.8173.26.camel@krs> References: <1160761865.8173.26.camel@krs> Message-ID: <1160930053.2577.31.camel@krs> On Fri, 2006-10-13 at 13:51 -0400, Kanwar Ranbir Sandhu wrote: > Hello, > > I implemented a simple password reset queue which reset a user's > password when a new email was sent to that queue. It used to work > great, but now doesn't. I'm not sure if it stopped when the server was > upgraded to RT 3.6.0, or if it was busted earlier. Does anyone have an idea why the password reset has stopped functioning? I've since noticed that new users aren't getting random passwords assigned to them either. Something is quite obviously broken, but I haven't changed anything except upgrade RT to 3.6.0. Should I give 3.6.1 a try? BTW, I've checked the wiki, and I have the automatic password bit set up the same way. I'm stumped. Regards, Ranbir -- Kanwar Ranbir Sandhu Linux 2.6.17-1.2187_FC5 i686 GNU/Linux 12:31:27 up 1 day, 11:37, 2 users, load average: 0.27, 0.27, 0.19 From pooka at t-online.de Sun Oct 15 15:30:47 2006 From: pooka at t-online.de (Olaf Hamann) Date: Sun, 15 Oct 2006 21:30:47 +0200 Subject: [rt-users] is there a possibility to make ticket subjectmandatory field? In-Reply-To: <5613F89D78D2F545A40423EBA5535C301313A6AE@LAXEVS01.lax.corp.int.untd.com> References: <5613F89D78D2F545A40423EBA5535C301313A6AE@LAXEVS01.lax.corp.int.untd.com> Message-ID: <45328C67.7070501@t-online.de> Thank you very much for that hint, Eric I found your message from sep 5th or so and it works fine. Olaf Hamann just for info: I splitted the code between Create.html and /Elements/Submit. Create.html hands over the whole onclick-phrase as a new argument to Submit. Submit expands this new argument inside the submit-field. If there's no argument, there's nothing to expand, so other pages using /Elements/Submit will not try to check. Localization works fine except for special characters (ü e.g). Schultz, Eric wrote: > Search the mailing lists. I believe I posted code to do this with > javascript. From joby at u.washington.edu Sun Oct 15 20:23:28 2006 From: joby at u.washington.edu (Joby Walker) Date: Sun, 15 Oct 2006 17:23:28 -0700 Subject: [rt-users] Performance on PostgreSQL In-Reply-To: References: <452F0D58.90309@telsource.com> <20061013041847.GQ10042@bestpractical.com> <452F148C.7080801@telsource.com> <20061013130755.GB7165@it.is.rice.edu> <20061013145335.GC7165@it.is.rice.edu> <453017B0.1090304@u.washington.edu> Message-ID: <4532D100.2010901@u.washington.edu> Vivek Khera wrote: > > On Oct 13, 2006, at 6:48 PM, Joby Walker wrote: > >> OIDs were used to get the id of the last insert. The was abandoned >> because of pgsql 8.1, but it was a horrible way to get the last id >> anyway. Current versions of SB insert the row and then get the >> current value of the sequence associated with that table. This is >> much faster and *should* be safe. > > Does it actually query the sequence or does it just pull the last insert > id from the connection's return status? if the former, then it is not > multi-thread safe, if the latter then it is faster than your method of > pulling a sequence then doing insert (one trip to DB vs. two). > As was pointed out to me the current value function returns the last value used for that connection, so from the pgsql side it is multithread safe -- but I don't know how using a connection pooling system like SQLRelay impacts things (because we might use a sqlrelay in the future is one of the reasons I modified our instance of SB). Pgsql returns the number of rows inserted or if the count is one and the table has oids it returns the oid of the row -- it doesn't return the PK of the table. This is why SB previously made the OID query. http://www.postgresql.org/docs/8.1/interactive/sql-insert.html jbw From johnsmith at fluiditysoftware.com Sun Oct 15 22:12:10 2006 From: johnsmith at fluiditysoftware.com (John Smith) Date: Sun, 15 Oct 2006 22:12:10 -0400 (EDT) Subject: [rt-users] pages hanging Message-ID: <20061016021210.370B92B4067@localhost> Hi, I'm very new to administering an apache/RT server and need some help. My machine is running Ubuntu6.06 and I installed request-tracker (RT) as described here: http://wiki.bestpractical.com/index.cgi?UbuntuInstallGuide As part of the installation for RT, I installed apache2 and users get to my machine using ssl (https). My machine is connected to the internet via Verizon dsl. Local access to RT on the machine via https works perfectly. There are never any hung pages. Remote access to RT on the machine very often causes pages to hang. For example, I will click on a link to a ticket and the progress bar goes about a third of the way at the bottom of a web browser with some of the page's content showing up. I have further tried to debug the problem by copying the html of one of the pages and accessing it directly (i.e. not going to RT for the page) and the page always loads without ever hanging. So, I assume the problem has to be in the machinery of RT and some configuration mistake I have made. I cannot figure out any pattern to this since it is intermittent (though often) and I'm very confused. I've looked in /var/logs/apache2/*.log and all appears to be correct. Where should I start? What should I look at next? RT uses postgres to store data. How can I determine if its an apache2 problem or a postgres problem or an RT problem? For the moment, I'm assuming its not a postgres problem because local access is working perfectly well. Thanks for any help, John From vivek at khera.org Mon Oct 16 10:26:09 2006 From: vivek at khera.org (Vivek Khera) Date: Mon, 16 Oct 2006 10:26:09 -0400 Subject: [rt-users] Performance on PostgreSQL In-Reply-To: <4532D100.2010901@u.washington.edu> References: <452F0D58.90309@telsource.com> <20061013041847.GQ10042@bestpractical.com> <452F148C.7080801@telsource.com> <20061013130755.GB7165@it.is.rice.edu> <20061013145335.GC7165@it.is.rice.edu> <453017B0.1090304@u.washington.edu> <4532D100.2010901@u.washington.edu> Message-ID: On Oct 15, 2006, at 8:23 PM, Joby Walker wrote: > As was pointed out to me the current value function returns the > last value used for that connection, so from the pgsql side it is > multithread safe -- but I don't know how using a connection pooling > system like SQLRelay impacts things (because we might use a > sqlrelay in the future is one of the reasons I modified our > instance of SB). Well, you're not gonna multiplex the connection during the same transaction, so it will be safe to call the last_insert_id() method from DBD::Pg to query the sequence number of the last insert. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2530 bytes Desc: not available URL: From heidbrock at werum.de Mon Oct 16 12:02:10 2006 From: heidbrock at werum.de (Joerg Heidbrock) Date: Mon, 16 Oct 2006 18:02:10 +0200 Subject: [rt-users] Problems with Searching Message-ID: <4533AD02.1020907@werum.de> Hi, I want to specify the following search via the SearchBuilder: ( Status = 'new' OR Status = 'open' OR Status = 'stalled' ) AND ( Queue = 'Project1' OR ( Queue = 'General' AND 'CF.{Project}' LIKE 'Project1' ) ) After executing the search, there were no tickets found an when I go back to edit the search, I see that the "OR" between the queues is replaced by "AND": ( Status = 'new' OR Status = 'open' OR Status = 'stalled' ) AND ( Queue = 'Project1' AND ( Queue = 'General' AND 'CF.{Project}' LIKE 'Project1' ) ) Is there any other way to create the above statement? I am using rt 3.6.1. Thanks, Joerg From si202 at cam.ac.uk Mon Oct 16 12:31:33 2006 From: si202 at cam.ac.uk (Steve Ison) Date: Mon, 16 Oct 2006 17:31:33 +0100 (BST) Subject: [rt-users] (no subject) Message-ID: Hi, We're in the process of upgrading from rt-3.2.2 to rt-3.6.1. We were using the messageid patch from: http://lists.fsck.com/pipermail/rt-devel/2004-September/006279.html which meant that even if an email reply did not include the ticket reference it still ended up being appended to the correct ticket history. RT seems to have moved on to the point that applying this patch to rt-3.6.1 fails. Trying to hack things by hand didn't work for me either. Is anyone else doing anything like this at all? Many thanks, Steve. -- Stephen Ison Unix Support University of Cambridge Computing Service si202 at cam.ac.uk From jmain at ssmg.org Mon Oct 16 13:13:45 2006 From: jmain at ssmg.org (Judson Main) Date: Mon, 16 Oct 2006 13:13:45 -0400 Subject: [rt-users] DueDateinBusinessHours Message-ID: <65092.1161018825@ssmg.org> Greetings - Turned out I installed this one incorrectly, and it hasn't been updating the Due data in the Tickets. Without having to do each Ticket by hand, is there a way to apply this script to all previous tickets still open? Thanks folks, Jud. From rt at tmtm.com Mon Oct 16 14:06:58 2006 From: rt at tmtm.com (Tony Bowden) Date: Mon, 16 Oct 2006 19:06:58 +0100 Subject: [rt-users] Ludicrously slow queries on custom fields Message-ID: <20061016180658.GA18052@soto.kasei.com> Our RT installation has recently gotten amazingly slow, most obviously where it's dealing with custom fields. Some of the biggest culprits are rt_tidy snippets that we (used to!) run from cron, although many of the standard queries on the web interface have become unacceptably slow. After investigating a set of particularly problematic queries that were each taking 40 minutes(!) to run we noticed a very peculiar clause in the query, which basically boils down to a select on Tickets LEFT JOIN TicketCustomFieldValues ON TicketCustomFieldValues.CustomField = '1' OR TicketCustomFieldValues.Ticket = Tickets.id There are other tables involved as well, but this 'OR' seems to wipe out all hope of sensibly using indexes, and results an a 1.4 billion row temporary table being created. Unless I'm missing something important about how this should work, this should surely be an AND, not an OR. And, indeed, replacing the OR with an AND and running the query by hand gets back the correct results in a fraction of a second. Also, some queries on custom fields appear to have recently stopped working altogether in that they now return every ticket that meets the other criteria - not restricting by the custom field at all. This appears to have happened after we upgraded mysql. We didn't upgrade any direct RT things with this, but perhaps something else underneath has changed in an unexpected way, or MySQL has changed its use of indexes on certain types of queries or something? (Mostly I'm at a loss as to what could have caused this and just scrambling here) I can't find anything obvious in the list history or on the wiki about this. (We've added the suggested index to the table, but that doesn't seem to help, and even if it did, it appears it would be just papering over a deeper problem.) I'm assuming that other people would have encountered the problem if it was something common, so perhaps this has already been fixed in a recent version? We're still running RT 3.2.2, and although we are planning on upgrading, it's not something we were expecting to do just yet. We have about 45,000 tickets over about 15 queues, which I wouldn't have thought was a particularly huge installation. Anyone any ideas, or pointers to anything I've missed? Thanks, Tony From jesse at bestpractical.com Mon Oct 16 14:40:49 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 16 Oct 2006 14:40:49 -0400 Subject: [rt-users] Ludicrously slow queries on custom fields In-Reply-To: <20061016180658.GA18052@soto.kasei.com> References: <20061016180658.GA18052@soto.kasei.com> Message-ID: <20061016184048.GQ10042@bestpractical.com> On Mon, Oct 16, 2006 at 07:06:58PM +0100, Tony Bowden wrote: > > After investigating a set of particularly problematic queries that were > each taking 40 minutes(!) to run we noticed a very peculiar clause in > the query, which basically boils down to a select on > > Tickets LEFT JOIN TicketCustomFieldValues > ON TicketCustomFieldValues.CustomField = '1' > OR TicketCustomFieldValues.Ticket = Tickets.id > > Unless I'm missing something important about how this should work, this > should surely be an AND, not an OR. And, indeed, replacing the OR with > an AND and running the query by hand gets back the correct results in a > fraction of a second. That sure doesn't look right, but 3.2.2 was a _long_ time ago. 3.4 entirely reimplemented the custom fields searching, and 3.6 further improved queries on customfields. > > This appears to have happened after we upgraded mysql. From what to what? We've seen pathalogically bad query optimization on 5.0. But still, that query above just doesn't look right. -j From johnsmith at fluiditysoftware.com Mon Oct 16 14:47:57 2006 From: johnsmith at fluiditysoftware.com (John Smith) Date: Mon, 16 Oct 2006 14:47:57 -0400 (EDT) Subject: [rt-users] pages hanging Message-ID: <20061016184757.A0E3D2B4067@localhost> > > /var/logs/apache2/*.log and all appears to be correct. > > > > Where should I start? What should I look at next? > > > > RT uses postgres to store data. How can I determine if its an apache2 > > problem > > or a postgres problem or an RT problem? For the moment, I'm assuming its > > not a > > postgres problem because local access is working perfectly well. > > > > Thanks for any help, > > John > > > > if local access is fine, then its not an rt problem either, > > can you post http.conf please > Below is my apache2.conf file (I believe this is httpd.conf in Ubuntu). Note that I removed the following directives from the .conf file for your viewing pleasure: BrowserMatch, LogFormat, AddIcon*, AddLanguage, LanguagePriority, AddCharset, BrowserMatch, ErrorDocument Also, I'm using RT 3.4.4, which I neglected to mention in my original post. Thanks much for any help, John ServerName localhost ServerRoot "/etc/apache2" LockFile /var/lock/apache2/accept.lock PidFile /var/run/apache2.pid Timeout 300 KeepAlive On MaxKeepAliveRequests 100 KeepAliveTimeout 15 StartServers 5 MinSpareServers 5 MaxSpareServers 10 MaxClients 20 MaxRequestsPerChild 0 StartServers 2 MaxClients 150 MinSpareThreads 25 MaxSpareThreads 75 ThreadsPerChild 25 MaxRequestsPerChild 0 NumServers 5 StartThreads 5 MinSpareThreads 5 MaxSpareThreads 10 MaxThreadsPerChild 20 MaxRequestsPerChild 0 AcceptMutex fcntl User www-data Group www-data ErrorLog /var/log/apache2/error.log Include /etc/apache2/mods-enabled/*.load Include /etc/apache2/mods-enabled/*.conf Include /etc/apache2/httpd.conf Include /etc/apache2/ports.conf Include /etc/apache2/conf.d/[^.#]* Alias /icons/ "/usr/share/apache2/icons/" Options Indexes MultiViews AllowOverride None Order allow,deny Allow from all Alias /error/ "/usr/share/apache2/error/" AllowOverride None Options IncludesNoExec AddOutputFilter Includes html AddHandler type-map var Order allow,deny Allow from all LanguagePriority en es de fr ForceLanguagePriority Prefer Fallback DirectoryIndex index.html index.cgi index.pl index.php index.xhtml AccessFileName .htaccess Order allow,deny Deny from all UseCanonicalName Off TypesConfig /etc/mime.types DefaultType text/plain HostnameLookups Off IndexOptions FancyIndexing VersionSort DefaultIcon /icons/unknown.gif ReadmeName README.html HeaderName HEADER.html IndexIgnore .??* *~ *# HEADER* RCS CVS *,t AddEncoding x-compress Z AddEncoding x-gzip gz tgz LanguagePriority en da nl et fr de el it ja ko no pl pt pt-br ltz ca es sv tw AddType application/x-tar .tgz SetOutputFilter INCLUDES Include /etc/apache2/sites-enabled/[^.#]* From johnsmith at fluiditysoftware.com Mon Oct 16 15:20:54 2006 From: johnsmith at fluiditysoftware.com (John Smith) Date: Mon, 16 Oct 2006 15:20:54 -0400 (EDT) Subject: [rt-users] pages hanging Message-ID: <20061016192054.4481D2B4067@localhost> Ubuntu also puts some of the httpd.conf file into a "sites-available" directory and file named "ssl". Here's that file in case it helps. NameVirtualHost *:443 ServerAdmin webmaster at localhost SSLEngine On SSLCertificateFile /etc/apache2/ssl/apache.pem DocumentRoot /var/www Options FollowSymLinks AllowOverride None Options Indexes FollowSymLinks MultiViews AllowOverride None Order allow,deny allow from all # Uncomment this directive is you want to see apache2's # default start page (in /apache2-default) when you go to / #RedirectMatch ^/$ /apache2-default/ ScriptAlias /cgi-bin/ /usr/lib/cgi-bin/ AllowOverride None Options +ExecCGI -MultiViews +SymLinksIfOwnerMatch Order allow,deny Allow from all ErrorLog /var/log/apache2/error.log # Possible values include: debug, info, notice, warn, error, crit, # alert, emerg. LogLevel warn CustomLog /var/log/apache2/access.log combined ServerSignature On Alias /doc/ "/usr/share/doc/" Options Indexes MultiViews FollowSymLinks AllowOverride None Order deny,allow Deny from all Allow from 127.0.0.0/255.0.0.0 ::1/128 Include "/etc/request-tracker3.4/apache2-modperl2.conf" Thanks, John From rt at tmtm.com Mon Oct 16 15:24:27 2006 From: rt at tmtm.com (Tony Bowden) Date: Mon, 16 Oct 2006 20:24:27 +0100 Subject: [rt-users] Ludicrously slow queries on custom fields In-Reply-To: <20061016184048.GQ10042@bestpractical.com> References: <20061016180658.GA18052@soto.kasei.com> <20061016184048.GQ10042@bestpractical.com> Message-ID: <20061016192427.GA18514@soto.kasei.com> On Mon, Oct 16, 2006 at 02:40:49PM -0400, Jesse Vincent wrote: > > Tickets LEFT JOIN TicketCustomFieldValues > > ON TicketCustomFieldValues.CustomField = '1' > > OR TicketCustomFieldValues.Ticket = Tickets.id > That sure doesn't look right, but 3.2.2 was a _long_ time ago. 3.4 > entirely reimplemented the custom fields searching, and 3.6 further > improved queries on customfields. Yeah - upgrading has been on the todo list for quite a while, but we're not sure how easy it'll be so it keeps getting put off. > > This appears to have happened after we upgraded mysql. > From what to what? We've seen pathalogically bad query optimization on > 5.0. But still, that query above just doesn't look right. Not sure what we were at, but we're now on 5.0.24 In further investigation we found a line in the DBIx::SearchBuilder Changes file from earlier this year that says: * Allow ORs on left joins It's conceivable that that was upgraded with mysql - is it possible that this change might have made the old 3.2.2 query work differently? Tony From jesse at bestpractical.com Mon Oct 16 15:55:11 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 16 Oct 2006 15:55:11 -0400 Subject: [rt-users] Ludicrously slow queries on custom fields In-Reply-To: <20061016192427.GA18514@soto.kasei.com> References: <20061016180658.GA18052@soto.kasei.com> <20061016184048.GQ10042@bestpractical.com> <20061016192427.GA18514@soto.kasei.com> Message-ID: <20061016195511.GY10042@bestpractical.com> On Mon, Oct 16, 2006 at 08:24:27PM +0100, Tony Bowden wrote: > On Mon, Oct 16, 2006 at 02:40:49PM -0400, Jesse Vincent wrote: > > > Tickets LEFT JOIN TicketCustomFieldValues > > > ON TicketCustomFieldValues.CustomField = '1' > > > OR TicketCustomFieldValues.Ticket = Tickets.id > > That sure doesn't look right, but 3.2.2 was a _long_ time ago. 3.4 > > entirely reimplemented the custom fields searching, and 3.6 further > > improved queries on customfields. > > Yeah - upgrading has been on the todo list for quite a while, but we're > not sure how easy it'll be so it keeps getting put off. > > > > This appears to have happened after we upgraded mysql. > > From what to what? We've seen pathalogically bad query optimization on > > 5.0. But still, that query above just doesn't look right. > > Not sure what we were at, but we're now on 5.0.24 *nod* > In further investigation we found a line in the DBIx::SearchBuilder > Changes file from earlier this year that says: > > * Allow ORs on left joins > > It's conceivable that that was upgraded with mysql - is it possible that > this change might have made the old 3.2.2 query work differently? It's possible, but I couldn't say for sure. Try backing down and see if it's better? > > Tony > -- From chaim.rieger at gmail.com Mon Oct 16 17:36:21 2006 From: chaim.rieger at gmail.com (Chaim Rieger) Date: Mon, 16 Oct 2006 14:36:21 -0700 Subject: [rt-users] went from mysql 4.1 to 5.0 Message-ID: <4533FB55.5020606@gmail.com> *1666:* $dbh->STORE('AutoCommit', 0); # will croak if driver doesn't support it did a full dump prior to upgrading mysql, and no errors showed during import, can browse all tickets, cant create/resolve etc..... am assuming that i need to update DBI ? From ruslan.zakirov at gmail.com Mon Oct 16 19:01:33 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 17 Oct 2006 03:01:33 +0400 Subject: [rt-users] went from mysql 4.1 to 5.0 In-Reply-To: <4533FB55.5020606@gmail.com> References: <4533FB55.5020606@gmail.com> Message-ID: <589c94400610161601x2156df77j18c839ab215e2967@mail.gmail.com> I think you have to rebuild the DBI and DBD::mysql perl modules. On 10/17/06, Chaim Rieger wrote: > *1666:* $dbh->STORE('AutoCommit', 0); # will croak if driver > doesn't support it > > > did a full dump prior to upgrading mysql, and no errors showed during > import, > > can browse all tickets, cant create/resolve etc..... > > > am assuming that i need to update DBI ? > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Mon Oct 16 19:09:53 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 17 Oct 2006 03:09:53 +0400 Subject: [rt-users] (no subject) In-Reply-To: References: Message-ID: <589c94400610161609y31d22d00y74b84df1e7a7a6ff@mail.gmail.com> Interesting patch. May be the author has an update. Peter? On 10/16/06, Steve Ison wrote: > Hi, > We're in the process of upgrading from rt-3.2.2 to rt-3.6.1. > > We were using the messageid patch from: > http://lists.fsck.com/pipermail/rt-devel/2004-September/006279.html > > which meant that even if an email reply did not include the ticket > reference it still ended up being appended to the correct ticket history. > > RT seems to have moved on to the point that applying this patch to > rt-3.6.1 fails. Trying to hack things by hand didn't work for me either. > > Is anyone else doing anything like this at all? > > Many thanks, > Steve. > -- > Stephen Ison > Unix Support > University of Cambridge Computing Service > si202 at cam.ac.uk > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From pkime at Shopzilla.com Tue Oct 17 01:30:18 2006 From: pkime at Shopzilla.com (Philip Kime) Date: Mon, 16 Oct 2006 22:30:18 -0700 Subject: [rt-users] Disable auto-create users when added as watchers? Message-ID: <9C0091F428E697439E7A773FFD083427435AA2@szexchange.Shopzilla.inc> I'd like to disable the auto-creation of users when added as watchers (so it gives an error if the user/email added doesn't exist in RT) - is this possible? PK -- Philip Kime NOPS Systems Architect 310 401 0407 -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt at tmtm.com Tue Oct 17 02:04:14 2006 From: rt at tmtm.com (Tony Bowden) Date: Tue, 17 Oct 2006 07:04:14 +0100 Subject: [rt-users] Ludicrously slow queries on custom fields In-Reply-To: <20061016195511.GY10042@bestpractical.com> References: <20061016180658.GA18052@soto.kasei.com> <20061016184048.GQ10042@bestpractical.com> <20061016192427.GA18514@soto.kasei.com> <20061016195511.GY10042@bestpractical.com> Message-ID: <20061017060413.GA21079@soto.kasei.com> On Mon, Oct 16, 2006 at 03:55:11PM -0400, Jesse Vincent wrote: > > In further investigation we found a line in the DBIx::SearchBuilder > > Changes file from earlier this year that says: > > * Allow ORs on left joins > > It's conceivable that that was upgraded with mysql - is it possible that > > this change might have made the old 3.2.2 query work differently? > It's possible, but I couldn't say for sure. Try backing down and see if > it's better? Reverting SearchBuilder fixed our problem. Looks like 3.2.2 constructed queries on custom fields badly, but as SB couldn't cope with them, then it wasn't really a problem! :) Looks like we just need to be careful not to upgrade SearchBuilder until we can upgrade RT as well... Thanks, Tony From jra at baylink.com Tue Oct 17 11:48:17 2006 From: jra at baylink.com (Jay R. Ashworth) Date: Tue, 17 Oct 2006 11:48:17 -0400 Subject: [rt-users] Ludicrously slow queries on custom fields In-Reply-To: <20061016192427.GA18514@soto.kasei.com> References: <20061016180658.GA18052@soto.kasei.com> <20061016184048.GQ10042@bestpractical.com> <20061016192427.GA18514@soto.kasei.com> Message-ID: <20061017154817.GC25340@cgi.jachomes.com> On Mon, Oct 16, 2006 at 08:24:27PM +0100, Tony Bowden wrote: > In further investigation we found a line in the DBIx::SearchBuilder > Changes file from earlier this year that says: > > * Allow ORs on left joins > > It's conceivable that that was upgraded with mysql - is it possible that > this change might have made the old 3.2.2 query work differently? My surmise would be that if they weren't allowed before, then it was silently dropped, and never got to the database engine to generate the aforementioned 1.4 gigarow temp table... Once they were allowed, it wasn't dropped anymore, and Bob's your male relative. Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 "That's women for you; you divorce them, and 10 years later, they stop having sex with you." -- Jennifer Crusie; _Fast_Women_ From mavsol.rt1 at gmail.com Tue Oct 17 13:09:24 2006 From: mavsol.rt1 at gmail.com (Armaghan Saqib) Date: Tue, 17 Oct 2006 13:09:24 -0400 Subject: [rt-users] multi-instance patch for 3.6.1 Message-ID: <9d8340600610171009o7dc03640vfb9c641bdd451199@mail.gmail.com> Hi, Does the multi-instance patch works correctly for 3.6.1 or do I need to make some adjustments. I installed 3.6.1 on freebsd with "make MULTIPLE_INSTANCES=yes" but it did not patch the files as was done for 3.4.5. Regards From vivek at khera.org Tue Oct 17 14:03:12 2006 From: vivek at khera.org (Vivek Khera) Date: Tue, 17 Oct 2006 14:03:12 -0400 Subject: [rt-users] multi-instance patch for 3.6.1 In-Reply-To: <9d8340600610171009o7dc03640vfb9c641bdd451199@mail.gmail.com> References: <9d8340600610171009o7dc03640vfb9c641bdd451199@mail.gmail.com> Message-ID: On Oct 17, 2006, at 1:09 PM, Armaghan Saqib wrote: > I installed 3.6.1 on freebsd with "make MULTIPLE_INSTANCES=yes" > but it did not patch the files as was done for 3.4.5. This flag exists no more in the RT 3.6 port for FreeBSD. I'll be happy to add such a flag if someone is willing to provide the necessary patches. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2530 bytes Desc: not available URL: From law at nellymoser.com Tue Oct 17 13:56:12 2006 From: law at nellymoser.com (Lee Whalen) Date: Tue, 17 Oct 2006 13:56:12 -0400 Subject: [rt-users] migrating to a different host, maintaining MySQL data, but changing $rtname Message-ID: <4535193C.7000702@nellymoser.com> Hello all, so I'm in a bit of a pickle. I rolled out RT 3.4.5 on a testing-only basis to a low-end desktop server running Debian Etch called, cleverly enough, 'betart', fully intending to purchase better server-grade hardware and migrate over to it once we worked all our initial mistakes out. I then purchased "RT Essentials" which, in hindsight, I should've done first. After we'd been using RT on the beta system for a month or so, got all the wrinkles ironed out and got a whole bunch of really useful ticketing data on it, we purchased a shiny new Proliant box and slapped Debian Etch on it as well. We were able to get RT, Apache, and all the fixin's up and running without incident, but now it came time to migrate the data over. I followed the method described in RT Essentials on pgs 73-75 regarding backing up and restoring the MySQL DB, but then I noticed the paragraph that says "Make sure RT's configuration file has the same values it had before the crash. It's particularly important to get the $rtname and $Organization variables right, or RT won't work properly". Well, $Organization is no problem, that stays the same from the beta to the deployed box. However, $rtname is definitely changing from 'betart.nellymoser.com' to 'rt.nellymoser.com'. Other than that change, RT_SiteConfig.pm remains the same. My question for you guys is, what does changing $rtname break between RT instances, and is it possible to just do a recursive search through the dump of the beta mysql db before importing it into the soon-to-be-production box and change all instances of "betart" to "rt" without causing the whole thing to crash and burn horribly? Second question, there's a small amount of entries (such as deleted or "unprivileged" accounts, queues, etc) that we created that we don't use any more. Is it possible to manually zap those from the MySQL DB and not hurt anything? I think the Perl snippet on page 71-72 of RT Essentials would do it, but that appears to be on a per-transaction basis. I don't know if that could be modified to delete entire queues, groups, or users. Would it? Many thanks in advance for all your assistance! --Lee Whalen Nellymoser, Inc From kerrboy at gmail.com Tue Oct 17 16:27:50 2006 From: kerrboy at gmail.com (Brian Kerr) Date: Tue, 17 Oct 2006 16:27:50 -0400 Subject: [rt-users] searching Custom Field history Message-ID: Hi, We have several queues where the historical data in Custom Fields is of some importance to us for reporting purposes. For example, one such field is "Result", where the value would be one of "Rescheduled,Canceled,Audited", and so on. Is there any way to search on the history of these fields? The data is obviously in the database as it is displayed when viewing a ticket. Thanks, Brian From KFCrocker at lbl.gov Tue Oct 17 17:32:27 2006 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 17 Oct 2006 14:32:27 -0700 Subject: [rt-users] Help onunmerging a ticket Message-ID: <45354BEB.3020004@lbl.gov> To all, We are currently on 3.4.4. We haven't had a merged ticket situation yet, but one just occurred, erroneously. how do we "undo" the merging? Thanks. Kenn LBNL From Sam.Howard at GMxTechnologies.com Tue Oct 17 20:05:01 2006 From: Sam.Howard at GMxTechnologies.com (Samuel P Howard) Date: Tue, 17 Oct 2006 18:05:01 -0600 Subject: [rt-users] Access to Ticket Content in scrip's User Defined Action In-Reply-To: <4a8fa2fa0610140236o7a281c23uab1e5e829250a62f@mail.gmail.com> References: <4a8fa2fa0610140236o7a281c23uab1e5e829250a62f@mail.gmail.com> Message-ID: <45356FAD.1020609@GMxTechnologies.com> Hi. I have a scrip that runs on a User Defined condition, but I get blank emails when other transactions happen (like New->Open) ... how can I test for something like Transaction->Content (not real code, I know) having some value? I've tried various combinations of Transaction, TicketObj, etc ... but I can't seem to get it. Thanks, Sam From CherchioS at lanusa.com Tue Oct 17 23:08:49 2006 From: CherchioS at lanusa.com (Sean Cherchio) Date: Tue, 17 Oct 2006 23:08:49 -0400 Subject: [rt-users] RT Install Options Message-ID: Hi All, I've been trying to install RT with a few install options like.... ./configure \ -prefix=/usr/share/request-tracker3.4 \ --exec-prefix=/usr/share/request-tracker3.4 \ --sysconfdir=/usr/local/share/rtinst/rttw/etc \ --datadir=/usr/local/share/rtinst/rttw But after running this and make install, the /usr/local/share/rtinst/rttw directory is barren. Any thoughts / ideas? Thanks, Sean -------------- next part -------------- An HTML attachment was scrubbed... URL: From hermann at ronaldsson.net Wed Oct 18 02:32:11 2006 From: hermann at ronaldsson.net (Hermann Ronaldsson) Date: Wed, 18 Oct 2006 08:32:11 +0200 Subject: [rt-users] GUI problems after upgrade to 3.6.1. Message-ID: <013401c6f27f$25462440$030110ac@murvel> Hello! I was just upgrading from RT 3.4.3 to 3.6.1 and the look'n'feel is messed up. I have verified that i can obtain the css. Images are not being parsed by Mason. Has anyone else experienced this? Any ideas? There is an image of this at: http://flickr.com/photos/38018452 at N00/272904963/ Greetings, Hermann Ronaldsson -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at googlemail.com Wed Oct 18 02:54:17 2006 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Wed, 18 Oct 2006 08:54:17 +0200 Subject: [rt-users] GUI problems after upgrade to 3.6.1. In-Reply-To: <013401c6f27f$25462440$030110ac@murvel> References: <013401c6f27f$25462440$030110ac@murvel> Message-ID: Looks like, the css is not loaded. do you have more infos? How does your apache conf looks like? 2006/10/18, Hermann Ronaldsson : > > Hello! > > I was just upgrading from RT 3.4.3 to 3.6.1 and the look'n'feel is messed > up. > > I have verified that i can obtain the css. > Images are not being parsed by Mason. > > Has anyone else experienced this? > Any ideas? > > There is an image of this at: > http://flickr.com/photos/38018452 at N00/272904963/ > > Greetings, > Hermann Ronaldsson > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From jokermjs19 at comcast.net Wed Oct 18 03:02:36 2006 From: jokermjs19 at comcast.net (Mathew Snyder) Date: Wed, 18 Oct 2006 03:02:36 -0400 Subject: [rt-users] GUI problems after upgrade to 3.6.1. In-Reply-To: <013401c6f27f$25462440$030110ac@murvel> References: <013401c6f27f$25462440$030110ac@murvel> Message-ID: <4535D18C.3000000@comcast.net> Hermann Ronaldsson wrote: > > Hello! > > I was just upgrading from RT 3.4.3 to 3.6.1 and the look'n'feel is > messed up. > > I have verified that i can obtain the css. > Images are not being parsed by Mason. > > Has anyone else experienced this? > Any ideas? > > There is an image of this at: > http://flickr.com/photos/38018452 at N00/272904963/ > > Greetings, > Hermann Ronaldsson > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com You may want to check that the permissions and ownership on and within the NoAuth directory are being set properly. I had this issue before and found that for some reason, the permissions were being set without the x bit. I think it had something to do with the umask. Mathew Snyder From barnesaw at ucrwcu.rwc.uc.edu Wed Oct 18 08:41:53 2006 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 18 Oct 2006 08:41:53 -0400 Subject: [rt-users] GUI problems after upgrade to 3.6.1. In-Reply-To: <013401c6f27f$25462440$030110ac@murvel> References: <013401c6f27f$25462440$030110ac@murvel> Message-ID: <45362111.4040506@ucrwcu.rwc.uc.edu> Make sure you moved your OLD customized css file out of local/html/NoAuth? That bit me on first upgrade. Hermann Ronaldsson wrote: > > Hello! > > I was just upgrading from RT 3.4.3 to 3.6.1 and the look'n'feel is > messed up. > > I have verified that i can obtain the css. > Images are not being parsed by Mason. > > Has anyone else experienced this? > Any ideas? > > There is an image of this at: > http://flickr.com/photos/38018452 at N00/272904963/ > > Greetings, > Hermann Ronaldsson > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From humberto at nexos.com.br Wed Oct 18 08:28:35 2006 From: humberto at nexos.com.br (Humberto Junior) Date: Wed, 18 Oct 2006 09:28:35 -0300 Subject: [rt-users] GUI problems after upgrade to 3.6.1. In-Reply-To: <4535D18C.3000000@comcast.net> References: <013401c6f27f$25462440$030110ac@murvel> <4535D18C.3000000@comcast.net> Message-ID: <45361DF3.1060105@nexos.com.br> I had same problem, it was a path mismatch Humberto Junior Mathew Snyder escreveu: > Hermann Ronaldsson wrote: > >> >> Hello! >> >> I was just upgrading from RT 3.4.3 to 3.6.1 and the look'n'feel is >> messed up. >> >> I have verified that i can obtain the css. >> Images are not being parsed by Mason. >> >> Has anyone else experienced this? >> Any ideas? >> >> There is an image of this at: >> http://flickr.com/photos/38018452 at N00/272904963/ >> >> Greetings, >> Hermann Ronaldsson >> >> >> >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > You may want to check that the permissions and ownership on and within > the NoAuth directory are being set properly. I had this issue before > and found that for some reason, the permissions were being set without > the x bit. I think it had something to do with the umask. > > Mathew Snyder > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From david.lane at on-it.biz Wed Oct 18 09:53:22 2006 From: david.lane at on-it.biz (David Lane) Date: Wed, 18 Oct 2006 14:53:22 +0100 Subject: [rt-users] Cannot Modify Custom Fields which apply to transactions for all queues Message-ID: I am running the .deb version of RT 3.2 and cannot query custom transaction fields Is there a fix for this that anyone can suggest - i've checked the permissions and all seems to be fine so it may be a bug :/ When i go into " Modify Custom Fields which apply to transactions for all queues" the custom field is not listed. When I go to create query my custom transaction field is not listed Can you cc me into any reply cheers Regards David Lane -------------- next part -------------- An HTML attachment was scrubbed... URL: From law at nellymoser.com Wed Oct 18 11:11:53 2006 From: law at nellymoser.com (Lee Whalen) Date: Wed, 18 Oct 2006 11:11:53 -0400 Subject: [rt-users] GUI problems after upgrade to 3.6.1. In-Reply-To: <45361DF3.1060105@nexos.com.br> References: <013401c6f27f$25462440$030110ac@murvel> <4535D18C.3000000@comcast.net> <45361DF3.1060105@nexos.com.br> Message-ID: <45364439.3060508@nellymoser.com> Humberto, could you please elaborate? FWIW, I too am having the same problem. I can put in the URL straight to the CSS files, and the CSS source will load just fine. If I go to the main index page, I get the image Hermann posted to flickr. I view-source'd the index page, found where the HTML is querying the CSS, and it's the correct path. How did you go about finding your path mismatch? Many thanks! --Lee Humberto Junior wrote: > I had same problem, it was a path mismatch > Humberto Junior > > Mathew Snyder escreveu: >> Hermann Ronaldsson wrote: >> >>> >>> Hello! >>> >>> I was just upgrading from RT 3.4.3 to 3.6.1 and the look'n'feel is >>> messed up. >>> >>> I have verified that i can obtain the css. >>> Images are not being parsed by Mason. >>> >>> Has anyone else experienced this? >>> Any ideas? >>> >>> There is an image of this at: >>> http://flickr.com/photos/38018452 at N00/272904963/ >>> >>> Greetings, >>> Hermann Ronaldsson >>> >>> >>> >>> >>> ------------------------------------------------------------------------ >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >> >> You may want to check that the permissions and ownership on and within >> the NoAuth directory are being set properly. I had this issue before >> and found that for some reason, the permissions were being set without >> the x bit. I think it had something to do with the umask. >> >> Mathew Snyder >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy > a copy at http://rtbook.bestpractical.com From cfernandez at voicesignal.com Wed Oct 18 11:22:18 2006 From: cfernandez at voicesignal.com (Christian Fernandez) Date: Wed, 18 Oct 2006 11:22:18 -0400 Subject: [rt-users] Attached files show up but there is no link to download Message-ID: <453646AA.6030207@voicesignal.com> Hi some users have attached us forms in doc or open-document format with no success.. it shows up in the ticket but it just mentions it no link to download the file. I notes that txt files works but RT thinks they are binaries. Any thought? Thanks. -------------- next part -------------- A non-text attachment was scrubbed... Name: cfernandez.vcf Type: text/x-vcard Size: 572 bytes Desc: not available URL: From KFCrocker at lbl.gov Wed Oct 18 12:13:53 2006 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 18 Oct 2006 09:13:53 -0700 Subject: [rt-users] Cannot Modify Custom Fields which apply to transactions for all queues In-Reply-To: References: Message-ID: <453652C1.5050408@lbl.gov> David, What groups have permission to update the Custom Field? That set of privileges is separate than Queue/ticket privileges. Kenn LBNL David Lane wrote: > I am running the .deb version of RT 3.2 and cannot query custom > transaction fields > Is there a fix for this that anyone can suggest - i've checked the > permissions and all seems to be fine so it may be a bug :/ > > When i go into " Modify Custom Fields which apply to transactions for > all queues" the custom field is not listed. > When I go to create query my custom transaction field is not listed > > Can you cc me into any reply cheers > > Regards > > David Lane > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From david.lane at on-it.biz Wed Oct 18 12:37:54 2006 From: david.lane at on-it.biz (David Lane) Date: Wed, 18 Oct 2006 17:37:54 +0100 Subject: [rt-users] Cannot Modify Custom Fields which apply to transactions for all queues In-Reply-To: <453652C1.5050408@lbl.gov> References: <453652C1.5050408@lbl.gov> Message-ID: Well I have all permissions Privileged users have full control Current rights *(Check box to revoke right)* AdminCustomField ModifyCustomField SeeCustomField New rights I'm guessing its a bug but I can't figure out where the bugtracker is nowdays and I need to get this working asap -- (how unusual is that) Dave On 18/10/06, Kenneth Crocker wrote: > > David, > > > What groups have permission to update the Custom Field? That set > of privileges is separate than Queue/ticket privileges. > > > Kenn > LBNL > > David Lane wrote: > > I am running the .deb version of RT 3.2 and cannot query custom > > transaction fields > > Is there a fix for this that anyone can suggest - i've checked the > > permissions and all seems to be fine so it may be a bug :/ > > > > When i go into " Modify Custom Fields which apply to transactions for > > all queues" the custom field is not listed. > > When I go to create query my custom transaction field is not listed > > > > Can you cc me into any reply cheers > > > > Regards > > > > David Lane > > > > > > ------------------------------------------------------------------------ > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From andrew at plaintalkit.com Wed Oct 18 12:40:51 2006 From: andrew at plaintalkit.com (Andrew Hodgson) Date: Wed, 18 Oct 2006 17:40:51 +0100 (BST) Subject: [rt-users] Problem configuring LDAP with AD Message-ID: <2859.212.134.218.4.1161189651.squirrel@www.gradwell.com> Hi there, I've got RT set up and working fine on Ubuntu 6.06 Server, but we use AD here (2003 SBS) and I'd like to get user accounts to be created automatically. I've applied the LDAP overlay and made the changes to the RT_SiteConfig.pm file (reproduced below), along with the auto-creation overlay. Unfortunately, I'm still having problems getting it to recognise my own domain account: Oct 18 12:59:17 tracker RT: Transaction->Create couldn't, as you didn't specify an object type and id (/usr/share/request-tracker3.4/lib/RT/Record.pm:1451) Oct 18 12:59:17 tracker RT: Trying LDAP authentication Oct 18 12:59:17 tracker RT: RT::User::IsLDAPPassword search for (&(sAMAccountName=Andrew Hodgson)(objectclass=inetOrgPerson)) failed: LDAP_OPERATIONS_ERROR 1 Oct 18 12:59:17 tracker RT: RT::User::IsPassword auth method IsLDAPPassword FAILED Oct 18 12:59:17 tracker RT: RT::User::IsInternalPassword AUTH FAILED (no passwd): Andrew Hodgson (/usr/share/request-tracker3.4/lib/RT/User_Local.pm:232) Oct 18 12:59:17 tracker RT: RT::User::IsPassword auth method IsInternalPassword FAILED Oct 18 12:59:17 tracker RT: FAILED LOGIN for Andrew Hodgson from 192.168.0.238 (/usr/share/request-tracker3.4/html/autohandler:191) I've tweaked LdapFilter and settled on inetOrgPerson, from researches around the 'net, but I'm still getting the LDAP_OPERATIONS_ERROR 1, so that might not be the root problem. The first line stumps me somewhat, talking about "object type and id". I know this problem is essentially solved, I just need a little help getting over the line! Here's my /etc/request-tracker3.4/RT_SiteConfig.pm: # RT_SiteConfig.pm # # These are the bits you absolutely *must* edit. # # To find out how, please read # /usr/share/doc/request-tracker3.4/INSTALL.Debian # THE BASICS: Set($rtname, 'tracker.betgenius.local'); Set($Organization, 'betgenius.com'); Set($CorrespondAddress , 'rt at betgenius.com'); Set($CommentAddress , 'rt-comment at betgenius.com'); Set($Timezone , 'Europe/London'); # obviously choose what suits you # THE DATABASE: Set($DatabaseType, 'Pg'); # e.g. Pg or mysql # These are the settings we used above when creating the RT database, # you MUST set these to what you chose in the section above. Set($DatabaseUser , 'rtuser'); Set($DatabasePassword , 'strongarm'); Set($DatabaseName , 'rtdb'); # THE WEBSERVER: Set($WebPath , "/rt"); Set($WebBaseURL , "http://tracker"); Set($DatabaseHost , 'localhost'); Set($DatabaseRTHost , 'localhost'); ### LDAP Settings # # There are two different branches of this: LdapAuth* and LdapInfo*; # additionally, most of the old Ldap* variables are honored, too. # # This means if you only have one LDAP server/config you can just set # "LdapServer", "LdapUser", etc. and they will be used for both # authentication and information ### Enable/Disable LDAP services Set($LdapExternalAuth, 1); Set($LdapExternalInfo, 1); ### Common Settings: affecting both auth and info services # Should we create accounts for users who aren't in LDAP? Set($LdapAutoCreateNonLdapUsers, 1); # Map RT attributes to LDAP attributes # ### THE MAPPING BELOW WILL NOT WORK FOR YOU UNLESS YOU CHANGE ### IT TO MATCH YOUR LDAP SCHEMA! See http://wiki.bestpractical.com/?LdapAttrMap ### to learn how to set this variable properly for either LDAP or Windows ### Active Directory. Set($LdapAttrMap, {'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'Organization' => 'physicalDeliveryOfficeName', 'RealName' => 'cn', 'ExternalContactInfoId' => 'dn', 'ExternalAuthId' => 'sAMAccountName', 'Gecos' => 'sAMAccountName', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => '1', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co'} ); # A list of RT attrs which can uniquely identify a user, # ordered from most to least preferred. Set($LdapRTAttrMatchList, ['ExternalContactInfoId', 'Name', 'EmailAddress', 'RealName', 'WorkPhone', 'Address2'] ); # A list of LDAP attrs to examine when canonicalizing email addresses, # ordered from most to least preferred Set($LdapEmailAttrMatchList, ['mail', 'mailRoutingAddress', 'mailAlternateAddress'] ); # A list of prefixes to apply to email address matches. # Windows 2003 AD uses prefixes or smtp: or SMTP:. # If not required just leave '' Set($LdapEmailAttrMatchPrefix, ['', 'smtp:', 'SMTP:'] ); # The basics; if set, these override $RT::LdapAuth* and $RT::LdapInfo* Set($LdapServer, 'officeserver.betgenius.local'); Set($LdapBase, 'ou="Active Users",dc=betgenius,dc=local'); Set($LdapFilter, '(objectclass=inetOrgPerson)'); # Windows 2003 Active Directory does not allow anonymous LDAP binding # thus you must pass Net::LDAP a username and password that has # access to read the directory. # # You may also need to specify the full distinguished name instead of # just a username for LdapUser below. # e.g. cn=Username,cn=Users,dc=yourdomain,dc=com # #Set($LdapUser, 'cn=Scanner,ou=UsersCreatedByUs,dc=betgenius,dc=local'); #Set($LdapPass, 'scanner'); # This filter is used by RT::User::UpdateFromLdap to test whether an # LDAP user's RT account should be disabled. Any user whose LDAP record # passes this filter (returns true) will be disabled at login Set($LdapDisableFilter, '(employmentStatus=Terminated)'); # If you set these, only members of this group can auth via LDAP #Set($LdapGroup, 'cn=RT,ou=Group,dc=example,dc=com'); #Set($LdapGroupAttr, 'uniqueMember'); # These turn on SSL for LDAP #Set($LdapTLS, 0); #Set($LdapSSLVersion, 3); 1; EOF Thanks, -- Andrew Hodgson From bestpractical at jon.limedaley.com Wed Oct 18 13:12:11 2006 From: bestpractical at jon.limedaley.com (Jon Daley) Date: Wed, 18 Oct 2006 13:12:11 -0400 (EDT) Subject: [rt-users] Attached files show up but there is no link to download In-Reply-To: <453646AA.6030207@voicesignal.com> References: <453646AA.6030207@voicesignal.com> Message-ID: On Wed, 18 Oct 2006, Christian Fernandez wrote: > Hi some users have attached us forms in doc or open-document format with > no success.. it shows up in the ticket but it just mentions it no link > to download the file. I notes that txt files works but RT thinks they > are binaries. I had this happen yesterday because I accidentally uninstalled some perl libraries. (debian packaging is great, but hard when you want to use a version not in debian, ie. 3.6.1) As soon as I installed the things listed as requirement/dependencies for the 3.4 debian package, everything was fixed. From Jacob at buschs.com Wed Oct 18 13:49:20 2006 From: Jacob at buschs.com (Jacob Helwig) Date: Wed, 18 Oct 2006 13:49:20 -0400 Subject: [rt-users] Attached files show up but there is no link to download In-Reply-To: References: <453646AA.6030207@voicesignal.com> Message-ID: Request Tracker 3.6.1 is in Debian Unstable. > I had this happen yesterday because I accidentally uninstalled > some perl libraries. (debian packaging is great, but hard when you > want > to use a version not in debian, ie. 3.6.1) > > As soon as I installed the things listed as > requirement/dependencies for the 3.4 debian package, everything was > fixed. From cfernandez at voicesignal.com Wed Oct 18 13:59:43 2006 From: cfernandez at voicesignal.com (Christian Fernandez) Date: Wed, 18 Oct 2006 13:59:43 -0400 Subject: [rt-users] Attached files show up but there is no link to download In-Reply-To: References: <453646AA.6030207@voicesignal.com> Message-ID: <45366B8F.3070007@voicesignal.com> Hi thanks for the response, I use Gentoo do and everything is compiled.. so is difficult to get into package problems.. :-) what are this packages you mention? can I have a list? thanks! Chris Jacob Helwig wrote: > Request Tracker 3.6.1 is in Debian Unstable. > > >> I had this happen yesterday because I accidentally uninstalled >> some perl libraries. (debian packaging is great, but hard when you >> want >> to use a version not in debian, ie. 3.6.1) >> >> As soon as I installed the things listed as >> requirement/dependencies for the 3.4 debian package, everything was >> fixed. >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -------------- next part -------------- A non-text attachment was scrubbed... Name: cfernandez.vcf Type: text/x-vcard Size: 572 bytes Desc: not available URL: From Jacob at buschs.com Wed Oct 18 14:22:02 2006 From: Jacob at buschs.com (Jacob Helwig) Date: Wed, 18 Oct 2006 14:22:02 -0400 Subject: [rt-users] Attached files show up but there is no link to download In-Reply-To: <45366B8F.3070007@voicesignal.com> References: <453646AA.6030207@voicesignal.com> <45366B8F.3070007@voicesignal.com> Message-ID: http://packages.debian.org/unstable/source/request-tracker3.6 is the list of packages for RT 3.6 in Debian Unstable. On a Debian box you can just "apt-get install request-tracker3.6" to get it installed, if you have the unstable sources in your sources.list with minor hastle. Don't know how they would do you any good, since you're using Gentoo, though. > Hi thanks for the response, I use Gentoo do and everything is > compiled.. > so is difficult to get into package problems.. :-) what are this > packages you mention? can I have a list? > > thanks! > Chris From bestpractical at jon.limedaley.com Wed Oct 18 14:28:26 2006 From: bestpractical at jon.limedaley.com (Jon Daley) Date: Wed, 18 Oct 2006 14:28:26 -0400 (EDT) Subject: [rt-users] Attached files show up but there is no link to download In-Reply-To: References: <453646AA.6030207@voicesignal.com> Message-ID: On Wed, 18 Oct 2006, Jacob Helwig wrote: > Request Tracker 3.6.1 is in Debian Unstable. Ah, thanks. I think I checked when I installed it manually, I guess I wasn't patient enough. From Jacob at buschs.com Wed Oct 18 14:46:29 2006 From: Jacob at buschs.com (Jacob Helwig) Date: Wed, 18 Oct 2006 14:46:29 -0400 Subject: [rt-users] Attached files show up but there is no link to download In-Reply-To: <008a01c6f2e3$db79ac00$7701a8c0@David> References: <008a01c6f2e3$db79ac00$7701a8c0@David> Message-ID: In /etc/apt/sources.list you need something like: deb http://ftp.us.debian.org/debian/ sid main contrib non-free deb-src http://ftp.us.debian.org/debian/ sid main contrib non-free Thought this is more of a question for a Debian Users list, on how to add unstable sources to your apt configuration. > Hi: > > How come when I try and type "apt-get install request-tracker3.6" it > comes > back saying "Can't find package request-tracker3.6". > > Is there anything else I'm missing when I type the command? > > David From law at nellymoser.com Wed Oct 18 16:19:02 2006 From: law at nellymoser.com (Lee Whalen) Date: Wed, 18 Oct 2006 16:19:02 -0400 Subject: [rt-users] Does anyone else think the 3.6.1 UI is... less attractive... than 3.4.5? Message-ID: <45368C36.4050600@nellymoser.com> So after much putzing, I finally was able to get all my data from 3.4.5 over to 3.6.1, *and* fix the weird CSS issue (long story, not the best method *at all*, but it worked) However, now that I'm able to log into my shiny new 3.6.1 system and looking around, the look and feel is *vastly* different from 3.4.5. Has anyone else had this same problem, or could I not have gotten out of the woods yet on this CSS issue? Does anyone have any screenshots of a good working 3.6.1 install? Many thanks! --Lee From jesse at bestpractical.com Wed Oct 18 16:22:24 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 18 Oct 2006 16:22:24 -0400 Subject: [rt-users] Does anyone else think the 3.6.1 UI is... less attractive... than 3.4.5? In-Reply-To: <45368C36.4050600@nellymoser.com> References: <45368C36.4050600@nellymoser.com> Message-ID: <20061018202224.GB10042@bestpractical.com> On Wed, Oct 18, 2006 at 04:19:02PM -0400, Lee Whalen wrote: > So after much putzing, I finally was able to get all my data from > 3.4.5 over to 3.6.1, *and* fix the weird CSS issue (long story, not the > best method *at all*, but it worked) However, now that I'm able to log > into my shiny new 3.6.1 system and looking around, the look and feel is > *vastly* different from 3.4.5. Has anyone else had this same problem, > or could I not have gotten out of the woods yet on this CSS issue? Does > anyone have any screenshots of a good working 3.6.1 install? You know that 3.6 comes with a 3.4 look-alike stylesheet, right? You can toggle it in the config file. > Many thanks! > --Lee > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From sgolby at freshdirect.com Wed Oct 18 16:29:34 2006 From: sgolby at freshdirect.com (Scott Golby) Date: Wed, 18 Oct 2006 16:29:34 -0400 Subject: [rt-users] Does anyone else think the 3.6.1 UI is... less attractive... than 3.4.5? Message-ID: <2D3D2157189440469065F42BBF3F9B3BFC93DC@NYC1MS01.lic.corp.freshdirect.com> > into my shiny new 3.6.1 system and looking around, the look and feel is > *vastly* different from 3.4.5. Has anyone else had this same problem, I installed v3.6.1 recently and it worked fine, everything came up on the screen "OK" but ewww, I definitely did not like the new look. You can change it back by editing the config # vi /opt/rt3/etc/RT_Config.pm Set($WebDefaultStylesheet, '3.4-compat'); My workmates have not asked for it to be set back to v3.6 style so sorry I can't send you a screen shot. :-) - Scott From caralomi at hotmail.com Wed Oct 18 17:13:40 2006 From: caralomi at hotmail.com (Carlos Ramon Lopez Midence) Date: Wed, 18 Oct 2006 16:13:40 -0500 Subject: [rt-users] Custom scrip not working right??? Help Message-ID: Running RT-3.6.1 on Debian 3.1 I have the following scrip that is trying to print information on the ticket but when I try to create the ticket it does not create the ticket and it does not print anything Description: onCreatePrint Condition: User defined Action: User defined Template: blank Stage: TransactionCreate Custom condition: if( $self->TransactionObj->Type eq 'Create' && $self->TicketObj->Status eq 'new' ) { return 1; } else { return undef; } Custom Action preparation code: none Custom Action Cleanup code: { open(PRINTER, "| lpr -Pdelllase") || die "can't run lpr: $!"; print PRINTER "Testing printing response\n"; close(PRINTER) || die "can't close lpr: $!"; } I have tried this code by itself and it does run and prints the desired text, but when I try using it on RT, nothing happens, it does not create the ticket nor prints my text Any help as always will be appreciated... _________________________________________________________________ Find a local pizza place, music store, museum and more?then map the best route! http://local.live.com?FORM=MGA001 From luca at leenoox.net Wed Oct 18 17:10:12 2006 From: luca at leenoox.net (Luca Corti) Date: Wed, 18 Oct 2006 23:10:12 +0200 Subject: [rt-users] Does anyone else think the 3.6.1 UI is... less attractive... than 3.4.5? In-Reply-To: <45368C36.4050600@nellymoser.com> References: <45368C36.4050600@nellymoser.com> Message-ID: <1161205812.7606.6.camel@cdevo.cdlan.it> On Wed, 2006-10-18 at 16:19 -0400, Lee Whalen wrote: > or could I not have gotten out of the woods yet on this CSS issue? Does > anyone have any screenshots of a good working 3.6.1 install? Hello, I have not had any issue with the new appearence, but I think the new face of RT is sometimes not very coherent particularly wrt menu nesting and formatting. I someway feel the old look is somewhat less cool, but also more simple and effective. But this is just the (biased) pov of a tech dealing with commandline systems on a daily basis. my 2 cents Luca From shildret at scotth.emsphone.com Wed Oct 18 17:27:17 2006 From: shildret at scotth.emsphone.com (Scott T. Hildreth) Date: Wed, 18 Oct 2006 16:27:17 -0500 Subject: [rt-users] Does anyone else think the 3.6.1 UI is... less attractive... than 3.4.5? In-Reply-To: <1161205812.7606.6.camel@cdevo.cdlan.it> References: <45368C36.4050600@nellymoser.com> <1161205812.7606.6.camel@cdevo.cdlan.it> Message-ID: <1161206837.52932.414.camel@scotth.emsphone.com> On Wed, 2006-10-18 at 23:10 +0200, Luca Corti wrote: > On Wed, 2006-10-18 at 16:19 -0400, Lee Whalen wrote: > > or could I not have gotten out of the woods yet on this CSS issue? Does > > anyone have any screenshots of a good working 3.6.1 install? > > Hello, > > I have not had any issue with the new appearence, I prefer the new look, no complaints or 'ewww's from the users when I installed the new version. :-) > > my 2 cents > > Luca > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Scott T. Hildreth From cfernandez at voicesignal.com Wed Oct 18 17:31:35 2006 From: cfernandez at voicesignal.com (Christian Fernandez) Date: Wed, 18 Oct 2006 17:31:35 -0400 Subject: [rt-users] Attached files show up but there is no link to download In-Reply-To: References: <008a01c6f2e3$db79ac00$7701a8c0@David> Message-ID: <45369D37.6090509@voicesignal.com> hmm ok this is what I ahve done.. I have go to the rt- wiki and check the gentoo install guide.. there is a list of dependencies that I need to install.. I made sure all this was installed and it was.. some needed an update but thats it.. I updated them just in case.. I also did: ./rt-test-dependencies --with-mysql --with-modperl2 perl: >=5.8.3(5.008008)...found users: rt group (rt)...found bin owner (rt)...found libs owner (rt)...found libs group (rt)...found web owner (apache)...found web group (apache)...found CLI dependencies: CORE dependencies: MAILGATE dependencies: MASON dependencies: MODPERL2 dependencies: MYSQL dependencies: Everything was found. so... I am puzze why I cant see attachments on my RT tickets? I have the problem in the web not in my email client.. in fact we are not using that feature. Jacob Helwig wrote: > In /etc/apt/sources.list you need something like: > > deb http://ftp.us.debian.org/debian/ sid main contrib non-free > deb-src http://ftp.us.debian.org/debian/ sid main contrib non-free > > Thought this is more of a question for a Debian Users list, on how to > add unstable sources to your apt configuration. > > > >> Hi: >> >> How come when I try and type "apt-get install request-tracker3.6" it >> comes >> back saying "Can't find package request-tracker3.6". >> >> Is there anything else I'm missing when I type the command? >> >> David >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -------------- next part -------------- A non-text attachment was scrubbed... Name: cfernandez.vcf Type: text/x-vcard Size: 572 bytes Desc: not available URL: From wash at wananchi.com Wed Oct 18 17:06:49 2006 From: wash at wananchi.com (Odhiambo Washington) Date: Thu, 19 Oct 2006 00:06:49 +0300 Subject: [rt-users] migrating to a different host, maintaining MySQL data, but changing $rtname In-Reply-To: <4535193C.7000702@nellymoser.com> References: <4535193C.7000702@nellymoser.com> Message-ID: <20061018210649.GD26842@ns2.wananchi.com> * On 17/10/06 13:56 -0400, Lee Whalen wrote: | Hello all, so I'm in a bit of a pickle. I rolled out RT 3.4.5 on a | testing-only basis to a low-end desktop server running Debian Etch | called, cleverly enough, 'betart', fully intending to purchase better | server-grade hardware and migrate over to it once we worked all our | initial mistakes out. I then purchased "RT Essentials" which, in | hindsight, I should've done first. | | After we'd been using RT on the beta system for a month or so, got | all the wrinkles ironed out and got a whole bunch of really useful | ticketing data on it, we purchased a shiny new Proliant box and slapped | Debian Etch on it as well. We were able to get RT, Apache, and all the | fixin's up and running without incident, but now it came time to migrate | the data over. I followed the method described in RT Essentials on pgs | 73-75 regarding backing up and restoring the MySQL DB, but then I | noticed the paragraph that says "Make sure RT's configuration file has | the same values it had before the crash. It's particularly important to | get the $rtname and $Organization variables right, or RT won't work | properly". Well, $Organization is no problem, that stays the same from | the beta to the deployed box. However, $rtname is definitely changing | from 'betart.nellymoser.com' to 'rt.nellymoser.com'. Other than that | change, RT_SiteConfig.pm remains the same. | | My question for you guys is, what does changing $rtname break between | RT instances, and is it possible to just do a recursive search through | the dump of the beta mysql db before importing it into the | soon-to-be-production box and change all instances of "betart" to "rt" | without causing the whole thing to crash and burn horribly? Second | question, there's a small amount of entries (such as deleted or | "unprivileged" accounts, queues, etc) that we created that we don't use | any more. Is it possible to manually zap those from the MySQL DB and | not hurt anything? I think the Perl snippet on page 71-72 of RT | Essentials would do it, but that appears to be on a per-transaction | basis. I don't know if that could be modified to delete entire queues, | groups, or users. Would it? | | Many thanks in advance for all your assistance! http://wiki.bestpractical.com/index.cgi?RenameInstance cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington . WANANCHI ONLINE LTD (Nairobi, KE) | wash () WANANCHI ! com . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | GSM: (+254) 733 744 121 . (+254) 020 313 985 - 9 | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post From Bill at explosivo.com Wed Oct 18 18:58:13 2006 From: Bill at explosivo.com (Bill) Date: Wed, 18 Oct 2006 18:58:13 -0400 Subject: [rt-users] Does anyone else think the 3.6.1 UI is... less attractive... than 3.4.5? In-Reply-To: <45368C36.4050600@nellymoser.com> References: <45368C36.4050600@nellymoser.com> Message-ID: <20061018185813.99616c69.Bill@explosivo.com> On Wed, 18 Oct 2006 16:19:02 -0400 Lee Whalen spake: > So after much putzing, I finally was able to get all my data from > 3.4.5 over to 3.6.1, *and* fix the weird CSS issue (long story, not the > best method *at all*, but it worked) However, now that I'm able to log > into my shiny new 3.6.1 system and looking around, the look and feel is > *vastly* different from 3.4.5. Has anyone else had this same problem, > or could I not have gotten out of the woods yet on this CSS issue? Does > anyone have any screenshots of a good working 3.6.1 install? I actually like it much better than the old one... At one location I am using FogBugz which really is slick and this comes closer to it looks wise. Functionality wise I would say RT is lots farther ahead in flexibility and being able to make modifications yourself. My one complaint is that, as someone else mentioned, a lot of screen area is taken up with stuff in the top... I was thinking one bar across the top with the super relevent stuff Ticket # Que : Subject : Prority : Owned By : Status And all the rest of that gone That would be nice. When I have time to breath I will poke around some From luca at leenoox.net Wed Oct 18 19:55:11 2006 From: luca at leenoox.net (Luca Corti) Date: Thu, 19 Oct 2006 01:55:11 +0200 Subject: [rt-users] Does anyone else think the 3.6.1 UI is... less attractive... than 3.4.5? In-Reply-To: <1161206837.52932.414.camel@scotth.emsphone.com> References: <45368C36.4050600@nellymoser.com> <1161205812.7606.6.camel@cdevo.cdlan.it> <1161206837.52932.414.camel@scotth.emsphone.com> Message-ID: <1161215711.7606.14.camel@cdevo.cdlan.it> On Wed, 2006-10-18 at 16:27 -0500, Scott T. Hildreth wrote: > I prefer the new look, no complaints or 'ewww's from the users when > I installed the new version. OK, let me see... I'm going to switch to the 3.4-compat theme overnight. Let's see what kind of reactions users will have tomorrow. :D ciao Luca From andrew at plaintalkit.com Thu Oct 19 08:01:21 2006 From: andrew at plaintalkit.com (Andrew Hodgson) Date: Thu, 19 Oct 2006 13:01:21 +0100 Subject: [rt-users] Problem configuring LDAP with AD In-Reply-To: <2859.212.134.218.4.1161189651.squirrel@www.gradwell.com> References: <2859.212.134.218.4.1161189651.squirrel@www.gradwell.com> Message-ID: <45376911.6090501@plaintalkit.com> Hi again, > > I've tweaked LdapFilter and settled on inetOrgPerson, from researches > around the 'net, but I'm still getting the LDAP_OPERATIONS_ERROR 1, so > that might not be the root problem. The first line stumps me somewhat, > talking about "object type and id". > > I know this problem is essentially solved, I just need a little help > getting over the line! Here's my /etc/request-tracker3.4/RT_SiteConfig.pm: > > Sorry, perhaps I wasn't specific enough: I'm looking for help determining the cause of the "LDAP_OPERATIONS_ERROR 1", and anything else that might be causing the log output I posted. Here it is again: Oct 18 12:59:17 tracker RT: Transaction->Create couldn't, as you didn't specify an object type and id (/usr/share/request-tracker3.4/lib/RT/Record.pm:1451) Oct 18 12:59:17 tracker RT: Trying LDAP authentication Oct 18 12:59:17 tracker RT: RT::User::IsLDAPPassword search for (&(sAMAccountName=Andrew Hodgson)(objectclass=inetOrgPerson)) failed: LDAP_OPERATIONS_ERROR 1 Oct 18 12:59:17 tracker RT: RT::User::IsPassword auth method IsLDAPPassword FAILED Oct 18 12:59:17 tracker RT: RT::User::IsInternalPassword AUTH FAILED (no passwd): Andrew Hodgson (/usr/share/request-tracker3.4/lib/RT/User_Local.pm:232) Oct 18 12:59:17 tracker RT: RT::User::IsPassword auth method IsInternalPassword FAILED Oct 18 12:59:17 tracker RT: FAILED LOGIN for Andrew Hodgson from 192.168.0.238 (/usr/share/request-tracker3.4/html/autohandler:191) If anyone could give me any pointers, it would be appreciated. I need tickets! Andrew From Wolfgang.Fuertbauer at ebewe.com Thu Oct 19 10:21:53 2006 From: Wolfgang.Fuertbauer at ebewe.com (Wolfgang.Fuertbauer at ebewe.com) Date: Thu, 19 Oct 2006 16:21:53 +0200 Subject: [rt-users] Users language dependig templates Message-ID: Dear collegues, has anybody implemented language depending templates? I want to send our (multinational) requestors messages in their own language Any help appriciated Wolfgang ---------------------------------------------------------------------- Wolfgang Fuertbauer (e-Mail: Wolfgang.Fuertbauer at ebewe.com) EBEWE Pharma Mondseestrasse 11 4866 Unterach, Austria Tel +43 7665 8123 315 Mobile: +43 664 8397987 Fax +43 7665 8123 1487 http://www.ebewe.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ClancyIan at cel.ie Thu Oct 19 10:46:07 2006 From: ClancyIan at cel.ie (Ian Clancy) Date: Thu, 19 Oct 2006 15:46:07 +0100 Subject: [rt-users] Web based Project Management Software [Slightly OT] Message-ID: <45378FAF.3030808@cel.ie> Hi RT Users, We've been using RT successfully in our organization now for about a year, and we are delighted with it. We use it for IT Support Help desk. At the moment I'm looking for some kind of web based project management tool to complement RT. I'm looking for recommendations from other RT users . Based on my research so far this looks promising http://www.dotproject.net . Regards -- Ian Clancy IT Co-ordinator Connaught Electronics Ltd. Dunmore Rd, Tuam, Co. Galway, Ireland. From eichhorn at ponton-consulting.de Thu Oct 19 13:29:57 2006 From: eichhorn at ponton-consulting.de (=?UTF-8?B?SsO2cmcgRWljaGhvcm4=?=) Date: Thu, 19 Oct 2006 19:29:57 +0200 Subject: [rt-users] Web based Project Management Software [Slightly OT] In-Reply-To: <45378FAF.3030808@cel.ie> References: <45378FAF.3030808@cel.ie> Message-ID: <4537B615.10402@ponton-consulting.de> For one project we're used XPlanner (http://www.xplanner.org/). It's different compared to dotProject, but the approach how to handle tasks is different. Regards, J?rg From vivek at khera.org Thu Oct 19 15:08:05 2006 From: vivek at khera.org (Vivek Khera) Date: Thu, 19 Oct 2006 15:08:05 -0400 Subject: [rt-users] Web based Project Management Software [Slightly OT] In-Reply-To: <45378FAF.3030808@cel.ie> References: <45378FAF.3030808@cel.ie> Message-ID: <625AF5D0-0992-4078-B0AF-5E110EC5E5B0@khera.org> On Oct 19, 2006, at 10:46 AM, Ian Clancy wrote: > Based on my research so far this looks promising http:// > www.dotproject.net . We've been using Trac with our subversion repositories. Works well. DotProject seems interesting, too. Our only problem now is our "task lists" are spread out over multiple projects and in RT, so there is no simple global view of work. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2530 bytes Desc: not available URL: From rwerner at usscript.com Thu Oct 19 15:15:42 2006 From: rwerner at usscript.com (Robert G. Werner) Date: Thu, 19 Oct 2006 12:15:42 -0700 Subject: [rt-users] Extra / in html for Subject link ... Message-ID: <4537CEDE.60904@usscript.com> I've just set up an install of RT in a NameVirtual Host on one of my servers. I'm running Apache 2 on an FC5 server with mod_perl2. I installed RT 3.6.1 My problem is that the url that is produced for each ticket's subject line is an invalid url with two leading slashes(/) ... Firefox tries to resolve this as if there was a scheme in front of the / (http://) I.E. treats it as an error. Either way, the ticket isn't displayed. Any ideas on how I can fix this? -- Robert G. Werner (Network Systems Administrator) rwerner at usscript.com 559.244.3734 For men use, if they have an evil turn, to write it in marble: and whoso doth us a good turn we write it in dust. -- Sir Thomas More From dtikhonov at vonage.com Thu Oct 19 15:50:05 2006 From: dtikhonov at vonage.com (Dmitri Tikhonov) Date: Thu, 19 Oct 2006 15:50:05 -0400 Subject: [rt-users] Extra / in html for Subject link ... In-Reply-To: <4537CEDE.60904@usscript.com> References: <4537CEDE.60904@usscript.com> Message-ID: <1161287406.22071.48.camel@localhost.localdomain> On Thu, 2006-10-19 at 12:15 -0700, Robert G. Werner wrote: > I've just set up an install of RT in a NameVirtual Host on one of my > servers. I'm running Apache 2 on an FC5 server with mod_perl2. I > installed RT 3.6.1 > > My problem is that the url that is produced for each ticket's subject > line is an invalid url with two leading slashes(/) ... > > Firefox tries to resolve this as if there was a scheme in front of the > / (http://) I.E. treats it as an error. All major browsers treat '//' as 'http://'. For example, slashdot.org uses '//' and it works fine in IE -- check it out. - Dmitri. From chaag at ironport.com Thu Oct 19 15:42:52 2006 From: chaag at ironport.com (Chris Haag) Date: Thu, 19 Oct 2006 12:42:52 -0700 Subject: [rt-users] 2 RT instances pointing to a single database instance Message-ID: <4537D53C.70605@ironport.com> Hi, Lots of great stuff on this list and the wiki about multiple instances pointing to different database instances (rt_math, rt_english). However, I interested to know if anyone has set up multiple instances pointing to the same db instance? Why? Out support office in the UK is seeing very slow response times, we'd like to try hosting an instance in the UK, which connects to the same database that the instance here in California uses. Hopefully, serving the pages locally will improve page load speed. My biggest concern is around database locking -- does RT 3.2.1 do database level locking or application level locking. Not worth corrupting my database! thanks, Chris From bobg at uic.edu Thu Oct 19 16:35:39 2006 From: bobg at uic.edu (Bob Goldstein) Date: Thu, 19 Oct 2006 15:35:39 -0500 Subject: [rt-users] 2 RT instances pointing to a single database instance In-Reply-To: Your message of "Thu, 19 Oct 2006 12:42:52 PDT." <4537D53C.70605@ironport.com> Message-ID: <200610192035.k9JKZdMa031209@remora.cc.uic.edu> >Hi, > >Lots of great stuff on this list and the wiki about multiple instances >pointing to different database instances (rt_math, rt_english). However, >I interested to know if anyone has set up multiple instances pointing to >the same db instance? I have. I might have a production 3.4.2 instance, and a test 3.6.1 instance. (Sometimes this is ok if the database schema is the same, otherwise not.) Makes it easy to try out 3.6.1 in a real situation, without requiring eveyone to upgrade at the same time. Anyway, your scenario is exactly what I planned on, if I need extra performance. I don't think there would be a locking issue, since you'd have the same issue between multiple fcgi processes on the "same" RT instance. bobg > >Why? > >Out support office in the UK is seeing very slow response times, we'd >like to try hosting an instance in the UK, which connects to the same >database that the instance here in California uses. Hopefully, serving >the pages locally will improve page load speed. > >My biggest concern is around database locking -- does RT 3.2.1 do >database level locking or application level locking. Not worth >corrupting my database! > >thanks, > >Chris >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com > From rfh at pipex.net Thu Oct 19 17:07:18 2006 From: rfh at pipex.net (Roy El-Hames) Date: Thu, 19 Oct 2006 22:07:18 +0100 Subject: [rt-users] 2 RT instances pointing to a single database instance In-Reply-To: <4537D53C.70605@ironport.com> References: <4537D53C.70605@ironport.com> Message-ID: <4537E906.8040605@pipex.net> You can setup multiple RT instances pointing to the same db , just set your database variables in the RT_SiteConfig .. Though I would suggest you consider the network implications, there are lots and lots of queries (I worked it out to be 216 queries to display the the home page (RT at a glance) with just 16 tickets displayed ..all these queries will be going over your transatlantic link .. Regards; Roy Chris Haag wrote: > Hi, > > Lots of great stuff on this list and the wiki about multiple instances > pointing to different database instances (rt_math, rt_english). > However, I interested to know if anyone has set up multiple instances > pointing to the same db instance? > > Why? > > Out support office in the UK is seeing very slow response times, we'd > like to try hosting an instance in the UK, which connects to the same > database that the instance here in California uses. Hopefully, serving > the pages locally will improve page load speed. > > My biggest concern is around database locking -- does RT 3.2.1 do > database level locking or application level locking. Not worth > corrupting my database! > > thanks, > > Chris > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From rwerner at usscript.com Thu Oct 19 20:17:06 2006 From: rwerner at usscript.com (Robert G. Werner) Date: Thu, 19 Oct 2006 17:17:06 -0700 Subject: [rt-users] Bad links in RT at a glance ... Message-ID: <45381582.7060201@usscript.com> Why am I getting links like this in my RT at a glance page: Robert's Ticket ^^ notice the extra / -- Robert G. Werner (Network Systems Administrator) rwerner at usscript.com 559.244.3734 For men use, if they have an evil turn, to write it in marble: and whoso doth us a good turn we write it in dust. -- Sir Thomas More From jesse at bestpractical.com Thu Oct 19 20:18:09 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 19 Oct 2006 20:18:09 -0400 Subject: [rt-users] Bad links in RT at a glance ... In-Reply-To: <45381582.7060201@usscript.com> References: <45381582.7060201@usscript.com> Message-ID: <20061020001808.GJ10042@bestpractical.com> On Thu, Oct 19, 2006 at 05:17:06PM -0700, Robert G. Werner wrote: > Why am I getting links like this in my RT at a glance page: > > Robert's Ticket > ^^ > notice the extra / Show us your RT_SiteConfig.pm? > -- > Robert G. Werner (Network Systems Administrator) > rwerner at usscript.com > > 559.244.3734 > > For men use, if they have an evil turn, to write it in marble: > and whoso doth us a good turn we write it in dust. > -- Sir Thomas More > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From jesse at bestpractical.com Thu Oct 19 21:31:38 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 19 Oct 2006 21:31:38 -0400 Subject: [rt-users] [Rt-announce] RT 3.4.6 Message-ID: <57F8DF10-681A-43E2-9D2C-57DEE947D4B1@bestpractical.com> I'm pleased to announce the immediate availability of RT 3.4.6. This maintenance release of RT 3.4, the previous stable version of RT provides a number of small improvements and bug fixes. It is a recommended upgrade for sites still using the 3.4 series. (If you're already on 3.6, you want to wait for 3.6.2, rather than this release) You can download 3.4.6 from: http://download.bestpractical.com/pub/rt/release/ c0d2e163cddfdb87bd23680fb7892a22 rt-3.4.6.tar.gz 8b1d917f8bcc59e3c98a77a53a961077 rt-3.4.6.tar.gz.sig Best, Jesse Features: New config option 'OldestTransactionsFirst'. By default, RT shows newest transactions at the bottom of the ticket history page, if you want see them at the top set this to 0. Email plugin may return special constant to indicate that it's done requested action and RT shouldn't run default action handling code. See also RT::Interface::Email. Added support for timezones in RT::Date::SetToMidnight method, this allowed us to fix problems with searches by date. Applied David Schweikert's patch that adds the useful LastUpdated field to the fields returned through the REST interface. Added a "RH" RedHat layout option to config.layout. Thanks to Paulo Matos. New command line options in the rt-crontool script: * add --transaction argument with two possible values: 'first' and 'last' * add --transaction-type argument to allow a user to select type of transaction, for example 'Correspond' or 'Comment'. With these changes crontool can send notifications and other actions which need access to transaction object. New callbacks in html/Ticket/Elements/ShowSummary: LeftColumn and RightColumn. Display a custom field value without lists HTML markup when a ticket has only one value for the custom field. Add additional HTML classes to the cells in Ticket/Elements/ShowBasics and Ticket/Elements/ShowDates mason templates. Fixes: Don't die any more on error during custom fields creation in rt-setup-database, but report and continue with next object. Dropped 'exit' call in exceptions handling code. Fixed untake operation during tickets transfer between queues when an owner has no right to own the ticket in the destination queue and the current user is different person. Note in new implementation we write untake tansaction from RT_System user. Fixed problem when RT were failing with error: "Couldn't call method IsLocal on undefined value". Got rid of some noisy warnings and cleaned up some code. Fixed attchments loosing during next steps: 1) open ticket #1 2) click reply 3) upload attachment 4) open ticket #2 in another browser window 5) send reply to the ticket #1 RT was loosing uploaded attachment due to step 4) as RT. Finding disabled groups should actually find them, now. Fixed `rt ls -l` when RT server isn't at /. Thanks to Mark Eichin. Reed Loden caught a perltidy error that, somewhat terrifiyingly, was still a valid mason page. People may saw error "Could not convert attachment from assumed utf8 to ''" in the log. We don't even try to convert any more when target encoding is empty. Fixed maxsize attribute of input fields for subject. In DB we have limit 200, but these tags were set to old value of 100. Backported fix for TimeTaken updates. RT could call method _UpdateTimeTaken on record objects that have no such method. Fixed RT failures under mod_perl2 with Oracle database. In QuickCreate element now we use SelectNewTicketQueue instead of SelectQueue. Fixed problems on server start up with error message 'Not root path(s) specified'. Now we load only required regular expressions from Regexp::Common namespace. In RT::Tickets::_EnumLimit now we load referenced object only if value is defined and is not number, this avoid several fetches from caches or in worst case from DB. Use this advantage in Quicksearch element, change in "RT at glance" load time should be noticable on systems with many queues. Added handling for all possible errors in the RT::Action::SendEmail module. Improved handling of errors in the RT::Template class. In the RT::Group method 'crit' was being called on the wrong object. Thanks to Todd Chapman Allow an administrator to add 0(zero) as a custom field value. Fixed decoding of MIME headers, this chould should fix: * problems with non-ascii names of attachments * problems with partly encoded fields with '=' chars in not encoded parts, for example: X-MyHeader: key="plain"; key="=?encoded?=" X-MyHeader: key="=?encoded?="; key="plain" Fixed RT::Transaction::OldValue and ::NewValue in situations when values of {Old,New}Reference fileds are false. You may saw effect of this bug in a ticket's history saying that custom field value was changed from "random" value to the XXX instead of expected "custom field was set to XXX value". Todd Chapman discovered a case where RT's mail gateway would default to the RT::SystemUser if no valid 'From' header were found. This could allow a malicious user to create tickets or reply to tickets, but not to gain access to data. Localization: Updated German translation. Thanks to Torsten Brumm. New regression tests: Tests for "unsafe" mailgate commands like resolve and take. Simple tests for Attachments manipulation from web interface. -------------- 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: -------------- next part -------------- _______________________________________________ RT-Announce mailing list RT-Announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From sfructus at asset-control.com Fri Oct 20 08:40:15 2006 From: sfructus at asset-control.com (sfructus at asset-control.com) Date: Fri, 20 Oct 2006 14:40:15 +0200 Subject: [rt-users] filtering of incoming emails Message-ID: I woud like to filter incoming emails on a certain string. I mean if this string is in the subject message I send the email in another queue or I reject the email. Any idea, I 'm quite sure that it has already be done? St?phane -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfh at pipex.net Fri Oct 20 10:19:42 2006 From: rfh at pipex.net (Roy El-Hames) Date: Fri, 20 Oct 2006 15:19:42 +0100 Subject: [rt-users] filtering of incoming emails In-Reply-To: References: Message-ID: <4538DAFE.7010208@pipex.net> If you want to reject the mail then you'll need to do that on the MTA level, to redirect the ticket to another queue you can write a scrip with the following action: if (($self->TicketObj->Subject() =~ /The string you are looking for/i){ $self->TicketObj->SetQueue('the another queue '); } return 1; sfructus at asset-control.com wrote: > I woud like to filter incoming emails on a certain string. > I mean if this string is in the subject message I send the email in > another queue or I reject the email. > Any idea, I 'm quite sure that it has already be done? > St?phane > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From law at nellymoser.com Fri Oct 20 10:35:29 2006 From: law at nellymoser.com (Lee Whalen) Date: Fri, 20 Oct 2006 10:35:29 -0400 Subject: [rt-users] Redirect/SSL weirdness when updating tickets... Message-ID: <4538DEB1.4070402@nellymoser.com> Hey all, so I added SSL support to my RT installation (RT 3.6.1, Apache 2.0, MySQL 5, basically everything from Debian Etch), and it works great. Almost. I find that, intermittantly, when I update a ticket the URL changes from https:// to http:// I have a ReWrite rule for sites-enabled/rt (on apache; for the SSL flavor I've got /sites-enabled/rt-ssl that has the SSL goodness plus the usual RT stuff in there) that looks like this: ServerName betart.nellymoser.com ServerAlias betart.nellymoser.com Redirect / https://betart.nellymoser.com/ Could that be my problem? Is there a better way to do the redirect so that specific requests for http:// under / are redirected to https:// ? Many thanks! --Lee From bestpractical at jon.limedaley.com Fri Oct 20 10:37:54 2006 From: bestpractical at jon.limedaley.com (Jon Daley) Date: Fri, 20 Oct 2006 10:37:54 -0400 (EDT) Subject: [rt-users] Redirect/SSL weirdness when updating tickets... In-Reply-To: <4538DEB1.4070402@nellymoser.com> References: <4538DEB1.4070402@nellymoser.com> Message-ID: On Fri, 20 Oct 2006, Lee Whalen wrote: > Hey all, so I added SSL support to my RT installation (RT 3.6.1, Apache > 2.0, MySQL 5, basically everything from Debian Etch), and it works great. > Almost. I find that, intermittantly, when I update a ticket the URL changes > from https:// to http:// I have a ReWrite rule for sites-enabled/rt (on > apache; for the SSL flavor I've got /sites-enabled/rt-ssl that has the SSL > goodness plus the usual RT stuff in there) that looks like this: > > > ServerName betart.nellymoser.com > ServerAlias betart.nellymoser.com > Redirect / https://betart.nellymoser.com/ > Your rewrite rule should be fine. In your RT_SiteConfig, is your WebBaseUrl have an https:// in it? From law at nellymoser.com Fri Oct 20 10:46:44 2006 From: law at nellymoser.com (Lee Whalen) Date: Fri, 20 Oct 2006 10:46:44 -0400 Subject: [rt-users] Redirect/SSL weirdness when updating tickets... Message-ID: <4538E154.2080107@nellymoser.com> Ahh, no it definitly is not! Thank you sir, you've been most helpful! --Lee Jon Daley wrote: > On Fri, 20 Oct 2006, Lee Whalen wrote: >> Hey all, so I added SSL support to my RT installation (RT 3.6.1, >> Apache 2.0, MySQL 5, basically everything from Debian Etch), and it >> works great. Almost. I find that, intermittantly, when I update a >> ticket the URL changes from https:// to http:// I have a ReWrite rule >> for sites-enabled/rt (on apache; for the SSL flavor I've got >> /sites-enabled/rt-ssl that has the SSL goodness plus the usual RT >> stuff in there) that looks like this: >> >> >> ServerName betart.nellymoser.com >> ServerAlias betart.nellymoser.com >> Redirect / https://betart.nellymoser.com/ >> > > Your rewrite rule should be fine. In your RT_SiteConfig, is your > WebBaseUrl have an https:// in it? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy > a copy at http://rtbook.bestpractical.com From law at nellymoser.com Fri Oct 20 10:48:30 2006 From: law at nellymoser.com (Lee Whalen) Date: Fri, 20 Oct 2006 10:48:30 -0400 Subject: [rt-users] enforcing complex passwords with RT? Message-ID: <4538E1BE.3080400@nellymoser.com> Alright, I've got another question: Is there a way to tell RT to reject any passwords that don't meet a certain criteria? I'd like to force users to have RT passwords that are at least 9 characters long, have lowercase, capitals, numerals, etc. Can RT do this? Many thanks! --Lee From rwerner at usscript.com Fri Oct 20 12:02:58 2006 From: rwerner at usscript.com (Robert G. Werner) Date: Fri, 20 Oct 2006 09:02:58 -0700 Subject: [rt-users] Bad links in RT at a glance ... In-Reply-To: <20061020001808.GJ10042@bestpractical.com> References: <45381582.7060201@usscript.com> <20061020001808.GJ10042@bestpractical.com> Message-ID: <4538F332.8020008@usscript.com> Jesse Vincent wrote: > > > On Thu, Oct 19, 2006 at 05:17:06PM -0700, Robert G. Werner wrote: >> Why am I getting links like this in my RT at a glance page: >> >> Robert's Ticket >> ^^ >> notice the extra / > > Show us your RT_SiteConfig.pm? [snip] See attached. I've also added in my rt.conf for the web server. Thanks for your attention on this. -- Robert G. Werner (Network Systems Administrator) rwerner at usscript.com 559.244.3734 What you don't know won't help you much either. -- D. Bennett -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: RT_SiteConfig.pm URL: -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: rt.conf URL: From tellorui at cshl.edu Fri Oct 20 12:08:56 2006 From: tellorui at cshl.edu (Marcela K. Tello-Ruiz) Date: Fri, 20 Oct 2006 12:08:56 -0400 Subject: [rt-users] Re: [RTusers] managing Spam In-Reply-To: <4538EF32.1030101@cshl.edu> References: <4538EF32.1030101@cshl.edu> Message-ID: <4538F498.3000704@cshl.edu> Hello! Does anyone know how to move a group of "Spam" messages into my "Spam" queue at once. Or in other words, is there any way to do the following steps for a number of tickets at once, in batch/bulk (rather than one-by-one): 1. Click on the ticket to display it 2. Click on "Basics" 3. Go to the "Queue" drop-down menu and click on "Spam" 4. Click on "Save changes" at the bottom of the screen Thanks! Marcela PS: An ideal way would be through an option that allowed me to select the junk messages from my tickets list (from the RT's "Home" page), but could not find an intuitive way to do this... -- Marcela Karey Tello-Ruiz, PhD Cold Spring Harbor Laboratory Williams #5 Cold Spring Harbor, NY 11724 Ph. 516-367-8810 Fax 516-367-6851 From ktm at it.is.rice.edu Fri Oct 20 12:15:14 2006 From: ktm at it.is.rice.edu (Kenneth Marshall) Date: Fri, 20 Oct 2006 11:15:14 -0500 Subject: [rt-users] Re: [RTusers] managing Spam In-Reply-To: <4538F498.3000704@cshl.edu> References: <4538EF32.1030101@cshl.edu> <4538F498.3000704@cshl.edu> Message-ID: <20061020161514.GA6179@it.is.rice.edu> Since RT uses a DB already, it is very nice to put an effective spam quarantine function like DSPAM in front of the RT system. Then the number of "spam" tickets is minimized. Ken On Fri, Oct 20, 2006 at 12:08:56PM -0400, Marcela K. Tello-Ruiz wrote: > Hello! > > Does anyone know how to move a group of "Spam" messages into my "Spam" > queue at once. Or in other words, is there any way to do the following > steps for a number of tickets at once, in batch/bulk (rather than > one-by-one): > > 1. Click on the ticket to display it > 2. Click on "Basics" > 3. Go to the "Queue" drop-down menu and click on "Spam" > 4. Click on "Save changes" at the bottom of the screen > > Thanks! > > Marcela > > PS: An ideal way would be through an option that allowed me to select > the junk messages from my tickets list (from the RT's "Home" page), but > could not find an intuitive way to do this... > > > -- > > Marcela Karey Tello-Ruiz, PhD > Cold Spring Harbor Laboratory > Williams #5 > Cold Spring Harbor, NY 11724 > Ph. 516-367-8810 > Fax 516-367-6851 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From tellorui at cshl.edu Fri Oct 20 12:19:50 2006 From: tellorui at cshl.edu (Marcela K. Tello-Ruiz) Date: Fri, 20 Oct 2006 12:19:50 -0400 Subject: [rt-users] Re: [RTusers] managing Spam In-Reply-To: <20061020161514.GA6179@it.is.rice.edu> References: <4538EF32.1030101@cshl.edu> <4538F498.3000704@cshl.edu> <20061020161514.GA6179@it.is.rice.edu> Message-ID: <4538F726.4000207@cshl.edu> Thanks Ken. We actually filter our mail through SpamAssassin before going to RT but are still getting lots of spam... Marcela Kenneth Marshall wrote: > Since RT uses a DB already, it is very nice to put an effective > spam quarantine function like DSPAM in front of the RT system. > Then the number of "spam" tickets is minimized. > > Ken > > On Fri, Oct 20, 2006 at 12:08:56PM -0400, Marcela K. Tello-Ruiz wrote: > >> Hello! >> >> Does anyone know how to move a group of "Spam" messages into my "Spam" >> queue at once. Or in other words, is there any way to do the following >> steps for a number of tickets at once, in batch/bulk (rather than >> one-by-one): >> >> 1. Click on the ticket to display it >> 2. Click on "Basics" >> 3. Go to the "Queue" drop-down menu and click on "Spam" >> 4. Click on "Save changes" at the bottom of the screen >> >> Thanks! >> >> Marcela >> >> PS: An ideal way would be through an option that allowed me to select >> the junk messages from my tickets list (from the RT's "Home" page), but >> could not find an intuitive way to do this... >> >> >> From rfh at pipex.net Fri Oct 20 12:29:20 2006 From: rfh at pipex.net (Roy El-Hames) Date: Fri, 20 Oct 2006 17:29:20 +0100 Subject: [rt-users] Re: [RTusers] managing Spam In-Reply-To: <4538F726.4000207@cshl.edu> References: <4538EF32.1030101@cshl.edu> <4538F498.3000704@cshl.edu> <20061020161514.GA6179@it.is.rice.edu> <4538F726.4000207@cshl.edu> Message-ID: <4538F960.7080708@pipex.net> What about search then bulk update .. or better still what we did is create a global scrip and any messages tagged as spam (in our case the subject line contain ****SPAM****) is moved to spam queue as soon as its created. Roy Marcela K. Tello-Ruiz wrote: > Thanks Ken. We actually filter our mail through SpamAssassin before > going to RT but are still getting lots of spam... > > Marcela > > > Kenneth Marshall wrote: >> Since RT uses a DB already, it is very nice to put an effective >> spam quarantine function like DSPAM in front of the RT system. >> Then the number of "spam" tickets is minimized. >> >> Ken >> >> On Fri, Oct 20, 2006 at 12:08:56PM -0400, Marcela K. Tello-Ruiz wrote: >> >>> Hello! >>> >>> Does anyone know how to move a group of "Spam" messages into my >>> "Spam" queue at once. Or in other words, is there any way to do the >>> following steps for a number of tickets at once, in batch/bulk >>> (rather than one-by-one): >>> >>> 1. Click on the ticket to display it >>> 2. Click on "Basics" >>> 3. Go to the "Queue" drop-down menu and click on "Spam" >>> 4. Click on "Save changes" at the bottom of the screen >>> >>> Thanks! >>> >>> Marcela >>> >>> PS: An ideal way would be through an option that allowed me to >>> select the junk messages from my tickets list (from the RT's "Home" >>> page), but could not find an intuitive way to do this... >>> >>> >>> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From pooka at t-online.de Fri Oct 20 13:17:21 2006 From: pooka at t-online.de (Olaf Hamann) Date: Fri, 20 Oct 2006 19:17:21 +0200 Subject: [rt-users] Problem with Character '...' (0x85) filled into subject field Message-ID: <453904A1.9010903@t-online.de> Hello list, while copy-pasting a line of text from word application (line contains a character 0x85 showing '...' in one char) into the subject line of a ticket reply (Update.html), we've found a severe problem: Updating ticket with this character in subject line does not work correctly. RT says "Message recorded" and returns to ticket display. Mails are sent (looks like, but that's not for sure). But Transaction is not shown in ticket history. Updating that Ticket again, without inserting this character does not work neither. Transactions of Ticket are'nt be updated anyway. Inserting that character in message body causes no problems. Is that behaviour due to RT or due to mysql? Where can I look for? We're using RT 3.6.1 with mysql 4.1.21 on freebsd. Regards, Olaf Hamann From ktm at it.is.rice.edu Fri Oct 20 14:00:33 2006 From: ktm at it.is.rice.edu (Kenneth Marshall) Date: Fri, 20 Oct 2006 13:00:33 -0500 Subject: [rt-users] Re: [RTusers] managing Spam In-Reply-To: <4538F726.4000207@cshl.edu> References: <4538EF32.1030101@cshl.edu> <4538F498.3000704@cshl.edu> <20061020161514.GA6179@it.is.rice.edu> <4538F726.4000207@cshl.edu> Message-ID: <20061020180033.GB6179@it.is.rice.edu> Are you using the Bayesian filter w/ training in Spamassassin? We have found that to be much more effective at producing high 9's spam identification accuracy and DSPAM was a better version of the Bayesian filter. Ken On Fri, Oct 20, 2006 at 12:19:50PM -0400, Marcela K. Tello-Ruiz wrote: > Thanks Ken. We actually filter our mail through SpamAssassin before > going to RT but are still getting lots of spam... > > Marcela > > > Kenneth Marshall wrote: > >Since RT uses a DB already, it is very nice to put an effective > >spam quarantine function like DSPAM in front of the RT system. > >Then the number of "spam" tickets is minimized. > > > >Ken > > > >On Fri, Oct 20, 2006 at 12:08:56PM -0400, Marcela K. Tello-Ruiz wrote: > > > >>Hello! > >> > >>Does anyone know how to move a group of "Spam" messages into my "Spam" > >>queue at once. Or in other words, is there any way to do the following > >>steps for a number of tickets at once, in batch/bulk (rather than > >>one-by-one): > >> > >>1. Click on the ticket to display it > >>2. Click on "Basics" > >>3. Go to the "Queue" drop-down menu and click on "Spam" > >>4. Click on "Save changes" at the bottom of the screen > >> > >>Thanks! > >> > >>Marcela > >> > >>PS: An ideal way would be through an option that allowed me to select > >>the junk messages from my tickets list (from the RT's "Home" page), but > >>could not find an intuitive way to do this... > >> > >> > >> > From jmain at ssmg.org Fri Oct 20 14:18:51 2006 From: jmain at ssmg.org (Judson Main) Date: Fri, 20 Oct 2006 14:18:51 -0400 Subject: [rt-users] due date in business hours Message-ID: <53060.1161368331@ssmg.org> Is anyone using this under 3.6.1? I've been noddling with it for a week and can't get it to work. TIA, Jud. From skip at pobox.com Fri Oct 20 15:43:12 2006 From: skip at pobox.com (Skip Montanaro) Date: Fri, 20 Oct 2006 19:43:12 +0000 (UTC) Subject: [rt-users] Does RT have some sort of markup language? Message-ID: I've noticed that RT destroys indentation when I submit tickets. We do a lot of Python programming, so preserving indentation is important in many instances. I poked around the RT wiki a bit but didn't see any sort of markup. We naively tried
...
but that didn't seem to work. Documentation pointers greatly appreciated. -- Skip Montanaro - skip at pobox.com - http://www.mojam.com/ "The hippies and the hipsters did some great stuff in the sixties, but the geeks pulled their weight too." -- Billy Bragg From rickr at rice.edu Fri Oct 20 15:51:30 2006 From: rickr at rice.edu (Rick Russell) Date: Fri, 20 Oct 2006 14:51:30 -0500 Subject: [rt-users] due date in business hours In-Reply-To: <53060.1161368331@ssmg.org> References: <53060.1161368331@ssmg.org> Message-ID: <453928C2.2090402@rice.edu> Judson Main wrote: > Is anyone using this under 3.6.1? > I've been noddling with it for a week and can't get it to work. I've got custom scrips in RT 3.4 that use Jesse Vincent's Business::Hours module to compute a due date. Is that what you mean? Rick R. From mouse at Rodents.Montreal.QC.CA Fri Oct 20 17:03:21 2006 From: mouse at Rodents.Montreal.QC.CA (der Mouse) Date: Fri, 20 Oct 2006 17:03:21 -0400 (EDT) Subject: [rt-users] Does RT have some sort of markup language? In-Reply-To: References: Message-ID: <200610202103.RAA09926@Sparkle.Rodents.Montreal.QC.CA> > I've noticed that RT destroys indentation when I submit tickets. I don't see that. What I see is that RT loses indentation when looking at a ticket in the Web view, but if I use the "show the original text" link ("[Download]" or some such), I get the original text, indentation and all. It's only the Web interface that destroys indentation, in my experience. /~\ The ASCII der Mouse \ / Ribbon Campaign X Against HTML mouse at rodents.montreal.qc.ca / \ Email! 7D C8 61 52 5D E7 2D 39 4E F1 31 3E E8 B3 27 4B From jesse at bestpractical.com Fri Oct 20 17:24:28 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 20 Oct 2006 17:24:28 -0400 Subject: [rt-users] Does RT have some sort of markup language? In-Reply-To: <200610202103.RAA09926@Sparkle.Rodents.Montreal.QC.CA> References: <200610202103.RAA09926@Sparkle.Rodents.Montreal.QC.CA> Message-ID: <20061020212427.GW10042@bestpractical.com> On Fri, Oct 20, 2006 at 05:03:21PM -0400, der Mouse wrote: > > I've noticed that RT destroys indentation when I submit tickets. > > I don't see that. What I see is that RT loses indentation when looking > at a ticket in the Web view, Note also that this is controlled by CSS these days. So it would be pretty easy to flip it to whitespace-preserving. > but if I use the "show the original text" > link ("[Download]" or some such), I get the original text, indentation > and all. It's only the Web interface that destroys indentation, in my > experience. > > /~\ The ASCII der Mouse > \ / Ribbon Campaign > X Against HTML mouse at rodents.montreal.qc.ca > / \ Email! 7D C8 61 52 5D E7 2D 39 4E F1 31 3E E8 B3 27 4B > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From dtikhonov at vonage.com Fri Oct 20 16:26:04 2006 From: dtikhonov at vonage.com (Dmitri Tikhonov) Date: Fri, 20 Oct 2006 16:26:04 -0400 Subject: [rt-users] Does RT have some sort of markup language? In-Reply-To: References: Message-ID: <1161375965.30192.21.camel@localhost.localdomain> On Fri, 2006-10-20 at 19:43 +0000, Skip Montanaro wrote: > I've noticed that RT destroys indentation when I submit tickets. We do a > lot of Python programming, so preserving indentation is important in many > instances. I poked around the RT wiki a bit but didn't see any sort of > markup. We naively tried
...
but that didn't seem to work. > > Documentation pointers greatly appreciated. RT does not actually *destroy* the indentation -- it's just the way messages are shown in the history display: HTML does not care about whitespace. If you click on '[Show]' link next to a comment it will take you to attachment view where you can see all your indentation preserved. You can probably modify HTML to place
 tags around the comments
view.

  - Dmitri.




From nathan.vonnahme at bannerhealth.com  Fri Oct 20 18:15:22 2006
From: nathan.vonnahme at bannerhealth.com (Vonnahme, Nathan)
Date: Fri, 20 Oct 2006 14:15:22 -0800
Subject: [rt-users] Problem with Character '...' (0x85) filled into
	subjectfield 
Message-ID: <077F1B782014ED48A58E7927914D36A002361535@fai01500.bhs.bannerhealth.com>


Olaf Hamann wrote,
> while copy-pasting a line of text from word application (line 
> contains a 
>   character 0x85  showing '...' in one char) into the subject 
> line of a 
> ticket reply (Update.html), we've found a severe problem:
> 
> Updating ticket with this character in subject line does not 
> work correctly.

This sounds kind of like the FAQ "Q: I created a ticket by pasting from
a word document. RT chokes on the ticket" at
http://wiki.bestpractical.com/index.cgi?FAQ  , but the answer there is
Postgres-specific... maybe when you find an answer you could put it in
the Wiki there?




From jmain at ssmg.org  Fri Oct 20 20:10:45 2006
From: jmain at ssmg.org (Judson Main)
Date: Fri, 20 Oct 2006 20:10:45 -0400
Subject: [rt-users] due date in business hours
Message-ID: <34091.1161389445@ssmg.org>

I was talking about the scrip on Bestpractical's wiki site called
"Due Date in Business Hours".

I understand about the Business::Hours mod, and have started
to write a perl script to do what the above scrip is supposed to.
May need your help on that though, as figuring out the math
is a little puzzling.

Thanks much,

Jud.


 On Fri Oct 20 15:51 , Rick Russell  sent:

>
>
>Judson Main wrote:
>>  Is anyone using this under 3.6.1?
>> I've been noddling with it for a week and can't get it to work.
>
>I've got custom scrips in RT 3.4 that use Jesse Vincent's 
>Business::Hours module to compute a due date. Is that what you mean?
>
>Rick R.


From wash at wananchi.com  Sat Oct 21 09:58:00 2006
From: wash at wananchi.com (Odhiambo Washington)
Date: Sat, 21 Oct 2006 16:58:00 +0300
Subject: [rt-users] One requirement for RT notifications
Message-ID: <20061021135800.GA79516@ns2.wananchi.com>

Hello All,

I need to implement a request my users have raised regarding RT. 
These are mainly to do with scrips, templates and display.
My RT instance has been running so smoothly that my grasp of these 
things has somehow faded ;)

I have been asked to modify RT to achieve the following:

1. Whenever a ticket is assigned to a user by our RT mistress, the new 
   owner is notified by e-mail. However, the new owners would like the
   contents of the ticket within the notification mail. Currently, they
   receive something like this:


From: JohnDoe via RT 
To: wash at wananchi.com
Date: Wed, 18 Oct 2006 15:28:43 +0300
Subject: [domain.tld #49113] Else Thing Some Subject


Wed Oct 18 15:28:42 2006: Request 9113 was acted upon.
Transaction: Given to wash by JohnDoe
       Queue: info
     Subject: Else Thing Some Subject
       Owner: wash
  Requestors: customer at domain.tld
      Status: open
 Ticket 


This transaction appears to have no content



My scrip for this is:

On Owner Change Notify Owner with template Transaction

My "Transaction" template has a last line: {$Transaction->Content()}


Q: Why could it be failing to pull the ticket content?



        cheers
       - wash 
+----------------------------------+-----------------------------------------+
Odhiambo Washington            		. WANANCHI ONLINE LTD (Nairobi, KE)  |
wash () WANANCHI ! com			. 1ere Etage, Loita Hse, Loita St.,  |
GSM: (+254) 722 743 223			. # 10286, 00100 NAIROBI             |
GSM: (+254) 733 744 121			. (+254) 020 313 985 - 9             |
+---------------------------------+------------------------------------------+
"Oh My God! They killed init! You Bastards!"  
						 --from a /. post


From venture37 at hotmail.com  Sat Oct 21 12:13:29 2006
From: venture37 at hotmail.com (Sevan / Venture37)
Date: Sat, 21 Oct 2006 17:13:29 +0100
Subject: [rt-users] Re: [RTusers] managing Spam
In-Reply-To: <4538F960.7080708@pipex.net>
References: <4538EF32.1030101@cshl.edu>
	<4538F498.3000704@cshl.edu>	<20061020161514.GA6179@it.is.rice.edu>
	<4538F726.4000207@cshl.edu> <4538F960.7080708@pipex.net>
Message-ID: 

Rather than complicating the setup with antispam software & filtering,
I'd highly recommend implementing greylisting, it will delay emails
coming through from unknown sources but you can use a whitelist
containing known/trusted hosts to bypass the greylisting.

I highly recommend spamd (not the spamassassin daemon) which is included
with openbsd & is available from ports for freebsd (not sure about
netbsd) or postgrey if you're running postfix

Interview with bob beck (the developer of spamd)
http://tinyurl.com/y7jj7b
Postgrey
http://isg.ee.ethz.ch/tools/postgrey/

Sevan / Venture37
-- 
"The truth, the half-truth, and nothing like the truth." - Mark Brandon Read



From johnsmith at fluiditysoftware.com  Sat Oct 21 12:41:21 2006
From: johnsmith at fluiditysoftware.com (John Smith)
Date: Sat, 21 Oct 2006 12:41:21 -0400 (EDT)
Subject: [rt-users] pages hanging
Message-ID: <20061021164121.ED9512B4068@localhost>


Anyone have a chance to look at this one yet?

Thanks,
John



From theillien at yahoo.com  Sat Oct 21 22:09:08 2006
From: theillien at yahoo.com (Mathew Snyder)
Date: Sat, 21 Oct 2006 22:09:08 -0400
Subject: [rt-users] Signature help needed
Message-ID: <453AD2C4.2010804@yahoo.com>

I've been asked to configure user signatures so that there is a space
above the double-dash when a new email is composed.  In other words,
when someone creates a new email within RT, their signature is placed in
the text box with the double-dash on the top-most line with no blank
lines to begin writing on.

So I've been asked to set it up so that when a new email is created, the
signature is placed one line down with a blank line between the
double-dash and the top of the text field.  The idea being that instead
of having to hit home on the top-most line and hitting enter a time or
two, a user can simply start typing on the top-most line.

Anyone know how I can do this?  It isn't a matter of functionality so
much as convenience.

Mathew


From vadud3 at gmail.com  Sun Oct 22 04:04:07 2006
From: vadud3 at gmail.com (Asif Iqbal)
Date: Sun, 22 Oct 2006 04:04:07 -0400
Subject: [rt-users] Re: Slow Queries
In-Reply-To: 
References: 
Message-ID: 

Resending my question in case anyone missed to catch it the first time around.

On 10/9/06, Asif Iqbal  wrote:
> Hi
>
> I am noticing from my slow log file (5 secs) that the following query
> on mysql 4.0.24 is taking a 11 secs
>
> # Query_time: 11  Lock_time: 0  Rows_sent: 299925  Rows_examined: 983836
> use rt3;
> SELECT * FROM Transactions where Transactions.type = 'create';
>
> Now looking at the explain I see
>
> mysql> explain SELECT * FROM Transactions where Transactions.type = 'create';
> +--------------+------+---------------+------+---------+------+--------+-------------+
> | table        | type | possible_keys | key  | key_len | ref  | rows
> | Extra       |
> +--------------+------+---------------+------+---------+------+--------+-------------+
> | Transactions | ALL  | NULL          | NULL |    NULL | NULL | 984572
> | Using where |
> +--------------+------+---------------+------+---------+------+--------+-------------+
>
> It has to go thru about 1 million rows and not using any index.
>
> Is there any index, that I can create, to improve this w/o hurting any
> other query?
>
> --
> Asif Iqbal
> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
>


-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu


From geek+rt at cmu.edu  Sun Oct 22 05:16:31 2006
From: geek+rt at cmu.edu (Brian Gallew)
Date: Sun, 22 Oct 2006 12:16:31 +0300
Subject: [rt-users] Re: [RTusers] managing Spam
In-Reply-To: <4538F960.7080708@pipex.net>
References: <4538EF32.1030101@cshl.edu>	<4538F498.3000704@cshl.edu>	<20061020161514.GA6179@it.is.rice.edu>	<4538F726.4000207@cshl.edu>
	<4538F960.7080708@pipex.net>
Message-ID: <453B36EF.3080405@cmu.edu>

>
>>>>
>>>> Does anyone know how to move a group of "Spam" messages into my 
>>>> "Spam" queue at once.  Or in other words, is there any way to do 
>>>> the following steps for a number of tickets at once, in batch/bulk 
>>>> (rather than one-by-one):
>>>>
>>>> 1. Click on the ticket to display it
>>>> 2. Click on "Basics"
>>>> 3. Go to the "Queue" drop-down menu and click on "Spam"
>>>> 4. Click on "Save changes" at the bottom of the screen

The quick answer to this question is: Bulk Updates are your friends.  Of
course, this presumes that there is some identifiable characteristic
that you can use for searching that won't make you look at every ticket
in the system.

As many have mentioned, we use various spam filtering methods and still
end up with spam tickets (just like our regular mailboxes).  To make
dealing with this easier, at our site we've done the following:
1) Created a queue named "Possible Spam".
2) Modified the "N newest unowned tickets" display to have a "SPAM" link
right next to the "Take" link.  Clicking that link moves the message
into the SPAM queue and immediately returns you to the "RT at a Glance"
view.
3) Added an action to the list available when viewing a message
(Comment, Resolve, Take, Steal, SPAM,...).  It behaves as in #2.
4) Added a cron job such that every night, any tickets in the Possible
Spam queue are deleted.
5) Added a cron job such that every night, any tickets which have been
deleted for more than 30 days a shredded.

At this point I should put in a request to have some callback entries
sprinkled around generously so that it's a little easier to add such
stuff without copying vendor-supplied pages into the local tree.  But
I'm not complaining, it was pretty easy!




From blkline at attglobal.net  Sun Oct 22 18:59:53 2006
From: blkline at attglobal.net (Barry L. Kline)
Date: Sun, 22 Oct 2006 18:59:53 -0400
Subject: [rt-users] One requirement for RT notifications
In-Reply-To: <20061022203220.GC35841@ns2.wananchi.com>
References: <20061021135800.GA79516@ns2.wananchi.com>
	<453BA25E.2070805@attglobal.net>
	<20061022203220.GC35841@ns2.wananchi.com>
Message-ID: <453BF7E9.5030003@attglobal.net>

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

Odhiambo WASHINGTON wrote:
> * On 22/10/06 12:54 -0400, Barry L. Kline wrote:
> | -----BEGIN PGP SIGNED MESSAGE-----
> | Hash: SHA1
> | 
> | Odhiambo Washington wrote:
> | > Hello All,
> | > 
> | > I need to implement a request my users have raised regarding RT. 
> | > These are mainly to do with scrips, templates and display.
> | > My RT instance has been running so smoothly that my grasp of these 
> | > things has somehow faded ;)
> | > 
> | [snip]
> | > 
> | > This transaction appears to have no content
> | > 
> | > 
> | > 
> | > My scrip for this is:
> | > 
> | > On Owner Change Notify Owner with template Transaction
> | > 
> | > My "Transaction" template has a last line: {$Transaction->Content()}
> | > 
> | > 
> | > Q: Why could it be failing to pull the ticket content?
> | 
> | I'm no expert, but I believe it's because the $Transaction object refers
> | to the transaction where the owner was changed.  The Content() of this
> | transaction is empty.  What you need to do is retrieve the ticket object
> | that this transaction refers to and pull its content.
> 
> 
> Hi Barry,
> 
> Your explanation seems very correct!
> Do you have any pointers how I can achieve that though?
> 

I'm afraid not.  As I said, I'm no expert on this.  You can find out
some more by studying the various templates in the software itself, or
by looking at the wiki:  http://wiki.bestpractical.com

Barr
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HrekJEPylKlo/f426axL7NI=
=z+lp
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From ruslan.zakirov at gmail.com  Sun Oct 22 17:17:04 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Mon, 23 Oct 2006 01:17:04 +0400
Subject: [rt-users] Re: Slow Queries
In-Reply-To: 
References: 
	
Message-ID: <589c94400610221417v6c38303dw2c410748ba27ed3e@mail.gmail.com>

AFAIK RT doesn't execute such queries, I think you should look into
your customizations.

On 10/22/06, Asif Iqbal  wrote:
> Resending my question in case anyone missed to catch it the first time around.
>
> On 10/9/06, Asif Iqbal  wrote:
> > Hi
> >
> > I am noticing from my slow log file (5 secs) that the following query
> > on mysql 4.0.24 is taking a 11 secs
> >
> > # Query_time: 11  Lock_time: 0  Rows_sent: 299925  Rows_examined: 983836
> > use rt3;
> > SELECT * FROM Transactions where Transactions.type = 'create';
> >
> > Now looking at the explain I see
> >
> > mysql> explain SELECT * FROM Transactions where Transactions.type = 'create';
> > +--------------+------+---------------+------+---------+------+--------+-------------+
> > | table        | type | possible_keys | key  | key_len | ref  | rows
> > | Extra       |
> > +--------------+------+---------------+------+---------+------+--------+-------------+
> > | Transactions | ALL  | NULL          | NULL |    NULL | NULL | 984572
> > | Using where |
> > +--------------+------+---------------+------+---------+------+--------+-------------+
> >
> > It has to go thru about 1 million rows and not using any index.
> >
> > Is there any index, that I can create, to improve this w/o hurting any
> > other query?
> >
> > --
> > Asif Iqbal
> > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
> >
>
>
> --
> Asif Iqbal
> PGP Key: 0xE62693C5 KeyServer: pgp.mit.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
>


-- 
Best regards, Ruslan.


From jackc at teptin.net  Mon Oct 23 04:46:24 2006
From: jackc at teptin.net (Jan Korbel)
Date: Mon, 23 Oct 2006 10:46:24 +0200
Subject: [rt-users] RT 3.6.1 https issue
Message-ID: <453C8160.5050100@teptin.net>

Hello.

I'm testing latest stable version of RT (3.6.1) about a week and i have 
a problems with HTTPS only site. When i want to update ticket, data is 
sent but browser wanna go to URL:

https://mysite.tld:80/Ticket/Display.html?id=1

See HTTPS and port 80...

My site cfg:

Set($WebPort , 443);
Set($WebBaseURL , "https://mysite.tld");

I also tried:

Set($WebBaseURL , "https://mysite.tld:$WebPort");

$WebURL is default (only in RT_Config.pm).

Another strange thing is name of cookie:

RT_SID_SITE.80

 From share/html/Elements/SetupSessionCookie:

my $cookiename = "RT_SID_".$RT::rtname.".".$ENV{'SERVER_PORT'};

I tried to delete cookies and cache from browser and db (mysql) too and 
restarted Apache. Still same.

Only one HTTPS configuration, which is going fine so far, is RT/HTTP and 
mod_proxy in Apache with HTTPS ;) I know it's not so nice, so if you 
have some idea, write it.

H.

System info:

Debian 3.1 (stable Sarge)
Apache 2.0.54-5sarge1
libapache2-mod-perl2 2.0.2-0bpo1



From rfh at pipex.net  Mon Oct 23 05:53:17 2006
From: rfh at pipex.net (Roy El-Hames)
Date: Mon, 23 Oct 2006 10:53:17 +0100
Subject: [rt-users] One requirement for RT notifications
In-Reply-To: <453BF7E9.5030003@attglobal.net>
References: <20061021135800.GA79516@ns2.wananchi.com>	<453BA25E.2070805@attglobal.net>	<20061022203220.GC35841@ns2.wananchi.com>
	<453BF7E9.5030003@attglobal.net>
Message-ID: <453C910D.2000501@pipex.net>

Odhiambo;
This been discussed few times before, and its on the wiki (but it 
appears the wiki been attacked again) ..
To add the initial request to the mail message what you need is to 
change the Transaction template to something similar to:

RT-Attach-Message: yes


This is an admin correspondence:
{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}

{$Transaction->CreatedAsString}: Request {$Ticket->id} was acted upon.
Transaction: {$Transaction->Description}
       Queue: {$Ticket->QueueObj->Name}
     Subject: {$Transaction->Subject || $Ticket->Subject || "(No subject 
given)"}
       Owner: {$Ticket->OwnerObj->Name}
       Ticket Queue = {$Ticket->QueueObj->Name}
  Requestors: {$Ticket->RequestorAddresses}
      Status: {$Ticket->Status}
 Ticket id} >


This ticket is now assigned to {$Ticket->OwnerObj->Name}
=============================================
The initial request was:
====
{
 my $cont  = '';
 my $trans = $Ticket->Transactions;
 $trans->Limit(FIELD => 'Type', VALUE => 'Create');
 while (my $tran = $trans->Next) {
    my $attach = $tran->Attachments;
    while (my $msg = $attach->Next){
      next unless $msg->ContentType =~ m!^(text/plain|message|text$)!i;
      my $content = $msg->Content;
      next unless $content;
      next if $cont eq $content;
      $cont = $content;
      my $wrapper = Text::Wrapper->new(columns=>70);
      $cont = $wrapper->wrap($cont);
     }  
 }
  $cont ;
}
=============================================

Barry L. Kline wrote:
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
>
> Odhiambo WASHINGTON wrote:
>   
>> * On 22/10/06 12:54 -0400, Barry L. Kline wrote:
>> | -----BEGIN PGP SIGNED MESSAGE-----
>> | Hash: SHA1
>> | 
>> | Odhiambo Washington wrote:
>> | > Hello All,
>> | > 
>> | > I need to implement a request my users have raised regarding RT. 
>> | > These are mainly to do with scrips, templates and display.
>> | > My RT instance has been running so smoothly that my grasp of these 
>> | > things has somehow faded ;)
>> | > 
>> | [snip]
>> | > 
>> | > This transaction appears to have no content
>> | > 
>> | > 
>> | > 
>> | > My scrip for this is:
>> | > 
>> | > On Owner Change Notify Owner with template Transaction
>> | > 
>> | > My "Transaction" template has a last line: {$Transaction->Content()}
>> | > 
>> | > 
>> | > Q: Why could it be failing to pull the ticket content?
>> | 
>> | I'm no expert, but I believe it's because the $Transaction object refers
>> | to the transaction where the owner was changed.  The Content() of this
>> | transaction is empty.  What you need to do is retrieve the ticket object
>> | that this transaction refers to and pull its content.
>>
>>
>> Hi Barry,
>>
>> Your explanation seems very correct!
>> Do you have any pointers how I can achieve that though?
>>
>>     
>
> I'm afraid not.  As I said, I'm no expert on this.  You can find out
> some more by studying the various templates in the software itself, or
> by looking at the wiki:  http://wiki.bestpractical.com
>
> Barr
> -----BEGIN PGP SIGNATURE-----
> Version: GnuPG v1.2.6 (GNU/Linux)
>
> iD8DBQFFO/fpCFu3bIiwtTARAkOIAJwPxkaBnRuQT46Y4qjdsslzVn+HtQCfd9dS
> HrekJEPylKlo/f426axL7NI=
> =z+lp
> -----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
>
>   



From kyle at lodge.glasgownet.com  Mon Oct 23 06:11:23 2006
From: kyle at lodge.glasgownet.com (Kyle Gordon)
Date: Mon, 23 Oct 2006 11:11:23 +0100
Subject: [rt-users] eDirectory authentication and creation
In-Reply-To: <200610111846.50023.kyle@lodge.glasgownet.com>
References: <4b29d1a62d352b35e030c2187a3388bd@lovelace.midden.org.uk>
	<452CE39D.F8B4.0061.0@buffalo.k12.mn.us>
	<200610111846.50023.kyle@lodge.glasgownet.com>
Message-ID: <200610231111.23954.kyle@lodge.glasgownet.com>

Well, it mostly works now. I left if for a while and came back to it late on 
Friday night. After some random tests, I decided to ignore the 
documentation... Where Jim Meyer had suggested using 
Set($LdapServer, 'foo.bar');, it actually needed $LdapServer="foo.bar";. 
Rinse and repeat for the rest of the relevant directives.

I don't know if this qualifies as a bug, but at least the information is out 
there now.

Kyle

On Wednesday 11 October 2006 18:46, Kyle Gordon wrote:
> On Wednesday 11 October 2006 18:29, Tim Wilson wrote:
> > >>> On Wed, Oct 11, 2006 at 11:39 AM, in message
> >
> > <4b29d1a62d352b35e030c2187a3388bd at lovelace.midden.org.uk>, Kyle Gordon
> >
> >  wrote:
> > > I'm having a few issues setting up LDAP/eDirectory authentication and
> >
> > user
> >
> > > creation with RT3.4 on Ubuntu Dapper.
> >
> > Kyle,
> >
> > I've got a similar setup and I was having some problems too. I've
> > discovered that each time I authenticate to eDirectory through RT, our
> > Novell system is registering a failed login attempt even though the
> > authentication was successful. That was decrementing my grace logins
> > until they expired, at which point authentication via RT would fail. I
> > ended up turning off that feature so that I have an unlimited number of
> > login attempts. Further, we discovered that the problem wasn't uniform.
> > Some users aren't affected and some are. It appears that users created
> > with the pre-ConsoleOne admin tool behave differently than newer users.
> > We haven't nailed everything down yet.
>
> Hey,
>
> Thanks for the info. My grace login count is at the level it should be, and
> intruder lockout is disabled - so all appears to be good from that angle.
>
> I'm going to sleep on it and see what I come up with tomorrow :-)
>
> Regards
>
> Kyle
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com


From adminmiki at alcatel.sk  Mon Oct 23 06:48:13 2006
From: adminmiki at alcatel.sk (Miki)
Date: Mon, 23 Oct 2006 12:48:13 +0200
Subject: [rt-users] Re: managing Spam
In-Reply-To: <4538F498.3000704@cshl.edu>
References: <4538EF32.1030101@cshl.edu> <4538F498.3000704@cshl.edu>
Message-ID: <1151305198.20061023124813@alcatel.sk>

Hello Marcela,

I have qmail/spamassassin in front and with maildrop, it is checking header for
***SPAM*** tag, if tag is found it is moved to postmaster account (or
trash, if you are ok with them), in tag is not found,  it is processed to
queue in RT.
Best thing is that I dont have any tagged spam coming into RT system,
which is fine ;)


in /etc/maildroprc:
-----------------------------------
## zoberie mail ak ma v subjecte spam vlozi to do schranky
## ak je OK posle dalej do helpdesku 

logfile "/var/log/qmail/maildrop.log"
import EXT
import HOST
VHOME=/home/vpopmail/domains/company.com/postmaster
VPOP="| /opt/rt3/bin/rt-mailgate --queue Helpdesk --action correspond
--url http://rt.comapny.com/"

    if ( /^Subject: \*\*\*\*SPAM\*\*\*\*/ )
             {
             to $VHOME/Maildir
             EXITCODE=100
             exit
             }
    else
             {
                 to $VPOP
                 exit
             }

----------------------------------
and  in .qmail-helpdesk
is on only one line:

| maildrop

hope it help ;)
miki

Friday, October 20, 2006, 6:08:56 PM, you wrote:

MKTR> Hello!

MKTR> Does anyone know how to move a group of "Spam" messages into my "Spam"
MKTR> queue at once.  Or in other words, is there any way to do the following
MKTR> steps for a number of tickets at once, in batch/bulk (rather than 
MKTR> one-by-one):

MKTR> 1. Click on the ticket to display it
MKTR> 2. Click on "Basics"
MKTR> 3. Go to the "Queue" drop-down menu and click on "Spam"
MKTR> 4. Click on "Save changes" at the bottom of the screen

MKTR> Thanks!

MKTR> Marcela

MKTR> PS:  An ideal way would be through an option that allowed me to select
MKTR> the junk messages from my tickets list (from the RT's "Home" page), but
MKTR> could not find an intuitive way to do this...





-- 
Best regards,
 Miki                            mailto:adminmiki at alcatel.sk




From bestpractical at jon.limedaley.com  Mon Oct 23 08:10:31 2006
From: bestpractical at jon.limedaley.com (Jon Daley)
Date: Mon, 23 Oct 2006 08:10:31 -0400 (EDT)
Subject: [rt-users] RT 3.6.1 https issue
In-Reply-To: <453C8160.5050100@teptin.net>
References: <453C8160.5050100@teptin.net>
Message-ID: 

On Mon, 23 Oct 2006, Jan Korbel wrote:
> I'm testing latest stable version of RT (3.6.1) about a week and i have a 
> problems with HTTPS only site. When i want to update ticket, data is sent but 
> browser wanna go to URL:
> https://mysite.tld:80/Ticket/Display.html?id=1
>
> Set($WebPort , 443);
> Set($WebBaseURL , "https://mysite.tld");
>
> Another strange thing is name of cookie:
> RT_SID_SITE.80
>
> From share/html/Elements/SetupSessionCookie:
> my $cookiename = "RT_SID_".$RT::rtname.".".$ENV{'SERVER_PORT'};
> Only one HTTPS configuration, which is going fine so far, is RT/HTTP and 
> mod_proxy in Apache with HTTPS ;) I know it's not so nice, so if you have 
> some idea, write it.

 	You are running RT on port 80, but then forwarding port 443 to 
port 80 using mod_proxy?  Why not just run RT on port 443 directly?
 	I wonder if changing the SERVER_PORT line in 
lib/RT/Interface/Web.pm to use the hard coded $WebPort would fix it for 
you?


From bestpractical at jon.limedaley.com  Mon Oct 23 08:12:45 2006
From: bestpractical at jon.limedaley.com (Jon Daley)
Date: Mon, 23 Oct 2006 08:12:45 -0400 (EDT)
Subject: [rt-users] Re: Slow Queries
In-Reply-To: 
References: 
	
Message-ID: 

 	It is impossible to add an index without hurting the insert 
queries; the question if it hurts it significantly enough for you to 
notice.  I would just try creating one and see what happens, you can 
always delete it later if it makes the inserts/updates too slow.

On Sun, 22 Oct 2006, Asif Iqbal wrote:
> Resending my question in case anyone missed to catch it the first time 
> around.
>
> On 10/9/06, Asif Iqbal  wrote:
>> I am noticing from my slow log file (5 secs) that the following query
>> on mysql 4.0.24 is taking a 11 secs
>> 
>> # Query_time: 11  Lock_time: 0  Rows_sent: 299925  Rows_examined: 983836
>> SELECT * FROM Transactions where Transactions.type = 'create';
>> 
>> mysql> explain SELECT * FROM Transactions where Transactions.type = 
>> 'create';
>> +--------------+------+---------------+------+---------+------+--------+-------------+
>> | table        | type | possible_keys | key  | key_len | ref  | rows
>> | Extra       |
>> +--------------+------+---------------+------+---------+------+--------+-------------+
>> | Transactions | ALL  | NULL          | NULL |    NULL | NULL | 984572
>> | Using where |
>> +--------------+------+---------------+------+---------+------+--------+-------------+
>> 
>> It has to go thru about 1 million rows and not using any index.
>> 
>> Is there any index, that I can create, to improve this w/o hurting any
>> other query?


From law at nellymoser.com  Mon Oct 23 09:09:18 2006
From: law at nellymoser.com (Lee Whalen)
Date: Mon, 23 Oct 2006 09:09:18 -0400
Subject: [rt-users] setting a 'default cc' on a queue,
 and letting users change their own passwords...
Message-ID: <453CBEFE.9050000@nellymoser.com>

   Greetings everyone, thank you all for your invaluable help so far. 
I've got just a couple final questions, then I promse I'll STFU for 
awhile and lurk on the list to see if I can help out others.  My latest 
questions with RT are: is it possible to set up a default/automatically 
applied CC address for new tickets?  It'd be great if whenever a person 
created a ticket that the email "support at somecompany.com" would be 
automagically added to the requestors.

   Second question: is there a permission I can grant on individual 
users (or even entire groups) that would allow the individual users to 
change their own passwords?  I thought it was ModifyOwnMembership on the 
custom group they belong to ("Users" in this case), but it appears that 
I'm mistaken.  Has anyone else been able to set this up?

Many thanks!
--Lee


From girgen at pingpong.net  Mon Oct 23 10:51:28 2006
From: girgen at pingpong.net (Palle Girgensohn)
Date: Mon, 23 Oct 2006 16:51:28 +0200
Subject: [rt-users] project management vs. RT
Message-ID: <667E16774205C7DF8DD0A439@rambutan.pingpong.net>

Hi!

We use RT extensively for tracking requests et al. Now we need just a few 
additional features, namely to handle time reports, planning of 
programmers' resources; i.e. a simple but efficient project management 
system. It must be web based.

The ones we have looked are MS project  (hard to set up and 
generally an oversized beast for us) and dotproject  
(questionably maintained and does not feel perfect for us).

The dream would be something that was integrated with RT, to reduce 
redundance as much as possible. A project would be a ticket or a set of 
dependent tickets.

We would like
- better overview of the "projects" (aka tickets)
- Gantt charts of resources over time
- developers should able to report time every day "time taken" for projects

I'd just like ask the list, how do you solve this? What are you using to 
manage software development projects?

Best regards,
Palle Girgensohn
Ping Pong AB



From murphy at genome.chop.edu  Mon Oct 23 11:08:23 2006
From: murphy at genome.chop.edu (Kevin Murphy)
Date: Mon, 23 Oct 2006 11:08:23 -0400
Subject: [rt-users] RT update
Message-ID: <453CDAE7.3090005@genome.chop.edu>

Hi gurus,

Is the next release of RT coming soon?

Because of extreme busyness, I'm still on 3.6.0.

Should I go ahead and upgrade to 3.6.1 or wait for the next release?  
We're not currently experiencing any problems with 3.6.0, but I was 
about to start making more use of custom fields, and I gather 3.6.1 has 
improvements in that area.

Thanks,
Kevin Murphy



From ClancyIan at cel.ie  Mon Oct 23 11:31:46 2006
From: ClancyIan at cel.ie (Ian Clancy)
Date: Mon, 23 Oct 2006 16:31:46 +0100
Subject: [rt-users] project management vs. RT
In-Reply-To: <667E16774205C7DF8DD0A439@rambutan.pingpong.net>
References: <667E16774205C7DF8DD0A439@rambutan.pingpong.net>
Message-ID: <453CE062.7030802@cel.ie>

Palle,
I've been looking for a good web based project management tools also, 
see my earlier thread.
You can find a good summary of open source project management tools here 
http://proj.chbs.dk/ .
I would absolutely love it if someone built a project management tool on 
top of RT. I feel this would compliment RT, RTFM etc.. very well.
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




Palle Girgensohn wrote:
> Hi!
>
> We use RT extensively for tracking requests et al. Now we need just a 
> few additional features, namely to handle time reports, planning of 
> programmers' resources; i.e. a simple but efficient project management 
> system. It must be web based.
>
> The ones we have looked are MS project  (hard to set up 
> and generally an oversized beast for us) and dotproject 
>  (questionably maintained and does not feel perfect 
> for us).
>
> The dream would be something that was integrated with RT, to reduce 
> redundance as much as possible. A project would be a ticket or a set 
> of dependent tickets.
>
> We would like
> - better overview of the "projects" (aka tickets)
> - Gantt charts of resources over time
> - developers should able to report time every day "time taken" for 
> projects
>
> I'd just like ask the list, how do you solve this? What are you using 
> to manage software development projects?
>
> Best regards,
> Palle Girgensohn
> Ping Pong AB
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From jra at baylink.com  Mon Oct 23 11:35:34 2006
From: jra at baylink.com (Jay R. Ashworth)
Date: Mon, 23 Oct 2006 11:35:34 -0400
Subject: [rt-users] Re: [RTusers] managing Spam
In-Reply-To: <453B36EF.3080405@cmu.edu>
References: <4538EF32.1030101@cshl.edu> <4538F498.3000704@cshl.edu>
	<20061020161514.GA6179@it.is.rice.edu>
	<4538F726.4000207@cshl.edu> <4538F960.7080708@pipex.net>
	<453B36EF.3080405@cmu.edu>
Message-ID: <20061023153534.GC20833@cgi.jachomes.com>

On Sun, Oct 22, 2006 at 12:16:31PM +0300, Brian Gallew wrote:
> As many have mentioned, we use various spam filtering methods and still
> end up with spam tickets (just like our regular mailboxes).  To make
> dealing with this easier, at our site we've done the following:
> 1) Created a queue named "Possible Spam".
> 2) Modified the "N newest unowned tickets" display to have a "SPAM" link
> right next to the "Take" link.  Clicking that link moves the message
> into the SPAM queue and immediately returns you to the "RT at a Glance"
> view.
> 3) Added an action to the list available when viewing a message
> (Comment, Resolve, Take, Steal, SPAM,...).  It behaves as in #2.
> 4) Added a cron job such that every night, any tickets in the Possible
> Spam queue are deleted.
> 5) Added a cron job such that every night, any tickets which have been
> deleted for more than 30 days a shredded.

I'd nominate that as an approach that merits upstreaming, myself.

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

	"That's women for you; you divorce them, and 10 years later,
	  they stop having sex with you."  -- Jennifer Crusie; _Fast_Women_


From chaag at ironport.com  Mon Oct 23 11:42:06 2006
From: chaag at ironport.com (Chris Haag)
Date: Mon, 23 Oct 2006 08:42:06 -0700
Subject: [rt-users] Reporting on TIcket "Requestors"
Message-ID: <453CE2CE.9050406@ironport.com>

RT 3.2.1

We run our reports directly off of the RT database. I'm having trouble 
determining the reference key to associate a Ticket with its 
Requester(s). I have searched through every table and through the wiki. 
I understand that these values can be reached via some custom perl code:

TicketObj->Requestors.value


However, we already have an extensive, SQL based dashboard, I'd prefer 
to figure out the correct query.


This sql grabs the Ticket creator. I need to JOIN to whatever table 
holds the "watchers" and specify the watchers of type "Requestor" .

Any advice or pointers will be appreciated.

many thanks, Chris

SQL BELOW


my $query = '
SELECT u.name,
  c.Content AS customer,
  t.Id
FROM Tickets t
  LEFT JOIN TicketCustomFieldValues c
  ON t.Id = c.Ticket AND c.CustomField = 4, Users u
WHERE t.Creator = u.id
AND t.Queue  in (1,8)  
AND DATE_SUB(CURDATE(),INTERVAL 7 DAY) <= t.Created';

Here are the tables in our schema:
mysql> show tables;
+-------------------------+
| Tables_in_rt3           |
+-------------------------+
| ACL                     |
| Attachments             |
| Attributes              |
| CachedGroupMembers      |
| CustomFieldValues       |
| CustomFields            |
| FM_ArticleCFValues      |
| FM_Articles             |
| FM_ClassCustomFields    |
| FM_Classes              |
| FM_CustomFieldValues    |
| FM_CustomFields         |
| FM_Transactions         |
| GroupMembers            |
| Groups                  |
| Links                   |
| Principals              |
| Queues                  |
| ScripActions            |
| ScripConditions         |
| Scrips                  |
| Templates               |
| TicketCustomFieldValues |
| Tickets                 |
| Transactions            |
| Users                   |
| sessions                |
+-------------------------+
27 rows in set (0.00 sec)


From Shramko.Philip at palmcoastd.com  Mon Oct 23 12:40:05 2006
From: Shramko.Philip at palmcoastd.com (Shramko.Philip)
Date: Mon, 23 Oct 2006 12:40:05 -0400
Subject: [rt-users] Track-it to RT migration
Message-ID: <69BA772A328ED547B0BF93FEF76016201EA5F18B@pcdmail02.palmcoastd.local>

I have just installed RT3.6.1.  I want to use RT instead of Track-IT but
I have collected A LOT of useful information using track-it that I would
like to migrate over to RT .  I see that there are at least a couple of
RT users out there who have also gone from Track-It to RT.   I have also
added the AT and RTFM modules to my RT installation.  

 

My question is for those who have gone through the switch from Track-it
to RT.... What in your experiences has been the easiest way to migrate
the data from Track-it to RT?  

 

I have already converted the Track-it database to MySQL so at this point
I am ready to start transferring the data but again I would like to see
if anyone has found an easier way to get the data moved or if someone
has taken the time to create a script that performs this particular
function. 

 

Thank you,

 

Phil Shramko
Desktop Support Supervisor
Palm Coast Data



 

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From pooka at t-online.de  Mon Oct 23 14:26:43 2006
From: pooka at t-online.de (Olaf Hamann)
Date: Mon, 23 Oct 2006 20:26:43 +0200
Subject: [rt-users] Problem with Character '...' (0x85) filled into
	subjectfield
In-Reply-To: <077F1B782014ED48A58E7927914D36A002361535@fai01500.bhs.bannerhealth.com>
References: <077F1B782014ED48A58E7927914D36A002361535@fai01500.bhs.bannerhealth.com>
Message-ID: <453D0963.2080404@t-online.de>

Thank you for that quick response.

I looked into our rt3 database and mysql has no problems at all.
Transactions which are not shown in ticket history exist completely with
char in tables Tickets, Transactions and Attachments.

Further investigations show, error shows up in httpsd-err.log
'Segmentation Fault', not in rt.log

I found that 'usually indicates a bad dso mod_perl 1.0 build'-hint, will
ask admin for that.

Are there other experiences with RT 3.6 and Segmentation Fault?

Regards,
Olaf Hamann



Vonnahme, Nathan wrote:
> This sounds kind of like the FAQ "Q: I created a ticket by pasting from
> a word document. RT chokes on the ticket" at
> http://wiki.bestpractical.com/index.cgi?FAQ  , but the answer there is
> Postgres-specific... maybe when you find an answer you could put it in
> the Wiki there?
> 
> 
> 



From eric.valor at daimlerchrysler.com  Mon Oct 23 13:54:08 2006
From: eric.valor at daimlerchrysler.com (eric.valor at daimlerchrysler.com)
Date: Mon, 23 Oct 2006 10:54:08 -0700
Subject: [rt-users] Problem configuring LDAP with AD
In-Reply-To: <20061019160015.D16454D81E1@diesel.bestpractical.com>
Message-ID: 

AFAIK, "inetOrgPerson" doesn't exist in Active Directory.

Use the LDAPAttrMap I posted to the Wiki at 
http://wiki.bestpractical.com/index.cgi?LdapAttrMap

In your RT_SiteConfig.pm make sure you have the correct MatchList and 
base:

# A list of RT attrs which can uniquely identify a user,
# # ordered from most to least preferred.
Set($LdapRTAttrMatchList, ['Name', 'ExternalContactInfoId',
                           'EmailAddress', 'RealName',
                           'WorkPhone', 'Address1']
);

# A list of LDAP attrs to examine when canonicalizing email addresses,
# # ordered from most to least preferred
Set($LdapEmailAttrMatchList, ['mail', 'mailRoutingAddress',
                              'mailAlternateAddress']
);

# Basic Setup
Set($LdapServer, '..com');               # LDAP server for 
authentication
Set($LdapBase, 'cn=Users,dc=,dc=com');                    # search 
base
Set($LdapFilter, "(objectclass=user)");                         # filter 
LDAP entries (e.g., only people)

--
Eric N. Valor
Information Technology Manager
DaimlerChrysler Research & Technology North America, Inc.
eric.valor at daimlerchrysler.com
1510 Page Mill Road, Palo Alto, CA 94304
CIMS 931-00-00
650-845-2536

: This Space Intentionally Left Blank :




rt-users-request at lists.bestpractical.com 
Sent by: rt-users-bounces at lists.bestpractical.com
10/19/2006 09:00 AM
Please respond to
rt-users at lists.bestpractical.com


To
rt-users at lists.bestpractical.com
cc

Subject
RT-Users Digest, Vol 31, Issue 50






Hi again,
>
> I've tweaked LdapFilter and settled on inetOrgPerson, from researches
> around the 'net, but I'm still getting the LDAP_OPERATIONS_ERROR 1, so
> that might not be the root problem. The first line stumps me somewhat,
> talking about "object type and id".
>
> I know this problem is essentially solved, I just need a little help
> getting over the line! Here's my 
/etc/request-tracker3.4/RT_SiteConfig.pm:
>
> 
Sorry, perhaps I wasn't specific enough: I'm looking for help 
determining the cause of the "LDAP_OPERATIONS_ERROR 1", and anything 
else that might be causing the log output I posted. Here it is again:

Oct 18 12:59:17 tracker RT: Transaction->Create couldn't, as you didn't 
specify an object type and id 
(/usr/share/request-tracker3.4/lib/RT/Record.pm:1451)
Oct 18 12:59:17 tracker RT: Trying LDAP authentication
Oct 18 12:59:17 tracker RT: RT::User::IsLDAPPassword search for 
(&(sAMAccountName=Andrew Hodgson)(objectclass=inetOrgPerson)) failed: 
LDAP_OPERATIONS_ERROR 1
Oct 18 12:59:17 tracker RT: RT::User::IsPassword auth method 
IsLDAPPassword FAILED
Oct 18 12:59:17 tracker RT: RT::User::IsInternalPassword AUTH FAILED (no 
passwd): Andrew Hodgson 
(/usr/share/request-tracker3.4/lib/RT/User_Local.pm:232)
Oct 18 12:59:17 tracker RT: RT::User::IsPassword auth method 
IsInternalPassword FAILED
Oct 18 12:59:17 tracker RT: FAILED LOGIN for Andrew Hodgson from 
192.168.0.238 (/usr/share/request-tracker3.4/html/autohandler:191)

If anyone could give me any pointers, it would be appreciated. I need 
tickets!

Andrew


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From law at nellymoser.com  Mon Oct 23 14:51:55 2006
From: law at nellymoser.com (Lee Whalen)
Date: Mon, 23 Oct 2006 14:51:55 -0400
Subject: [rt-users] users able to view all tickets using "Search" function?
Message-ID: <453D0F4B.2010807@nellymoser.com>

   Has anyone noticed with RT 3.6.1 that an otherwise unpriviledged user 
(one who belongs to a group that only has CreateTicket, ReplyTicket, and 
SeeQueue applied and no other perms anywhere) can do a search for "%" 
and view bunch of old, resolved tickets?  I've also noticed that certain 
tickets can be viewed directly just by typing the ticket number into the 
search box, but other tickets get a permission-denied error.  Is this 
expected behavior, or do I have a really wacky permissions problem 
kicking around somewheres in my database?

--Lee


From KFCrocker at lbl.gov  Mon Oct 23 14:55:46 2006
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 23 Oct 2006 11:55:46 -0700
Subject: [rt-users] setting a 'default cc' on a queue, and letting users
	change their own passwords...
In-Reply-To: <453CBEFE.9050000@nellymoser.com>
References: <453CBEFE.9050000@nellymoser.com>
Message-ID: <453D1032.3000806@lbl.gov>

Lee,


	Have you tried creating a group with the required address and then 
making that group a "cc" watcher for a Queue? Then you could just create 
a notification scrip for "cc". As to you second question, have you tried 
"ModifySelf" as a global right for "Privileged" users?


Kenn
LBNL

Lee Whalen wrote:
>   Greetings everyone, thank you all for your invaluable help so far. 
> I've got just a couple final questions, then I promse I'll STFU for 
> awhile and lurk on the list to see if I can help out others.  My latest 
> questions with RT are: is it possible to set up a default/automatically 
> applied CC address for new tickets?  It'd be great if whenever a person 
> created a ticket that the email "support at somecompany.com" would be 
> automagically added to the requestors.
> 
>   Second question: is there a permission I can grant on individual users 
> (or even entire groups) that would allow the individual users to change 
> their own passwords?  I thought it was ModifyOwnMembership on the custom 
> group they belong to ("Users" in this case), but it appears that I'm 
> mistaken.  Has anyone else been able to set this up?
> 
> Many thanks!
> --Lee
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy 
> a copy at http://rtbook.bestpractical.com
> 


From sgolby at freshdirect.com  Mon Oct 23 15:09:50 2006
From: sgolby at freshdirect.com (Scott Golby)
Date: Mon, 23 Oct 2006 15:09:50 -0400
Subject: [rt-users] users able to view all tickets using "Search" function?
Message-ID: <2D3D2157189440469065F42BBF3F9B3BFC96D4@NYC1MS01.lic.corp.freshdirect.com>


>    Has anyone noticed with RT 3.6.1 that an otherwise unpriviledged
user 
> (one who belongs to a group that only has CreateTicket, ReplyTicket,
and 
> SeeQueue applied and no other perms anywhere) can do a search for "%" 
> and view bunch of old, resolved tickets?  I've also noticed that
certain 

Nope I get this when I tried from a low level user account.
  X RT Error 
  Couldn't load ticket '%'

We are using Postgres as our database.

I tested some random ticket numbers last week when I set up this test
user and they weren't able to get to other tickets.

What I've done to lock my users down is setup on each Queue
'Everyone' has CommentOnTicket, CreateTicket, ReplyToTicket, SeeQueue

Then on a Global basis I set up, Group Rites, Roles, Requestor to have
'ShowTicket'.  If I didn't do this they couldn't see a list of their own
tickets on the webpage.

There are a lot of places permissions can hide with roles & user
definited groups off the end of the page so it might be buried down
there.

- Scott



From KFCrocker at lbl.gov  Mon Oct 23 14:56:34 2006
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 23 Oct 2006 11:56:34 -0700
Subject: [rt-users] due date in business hours
In-Reply-To: <34091.1161389445@ssmg.org>
References: <34091.1161389445@ssmg.org>
Message-ID: <453D1062.6080403@lbl.gov>

Judson,


	We could use such a scrip. Would you mind sending us your finished product?


Kenn
LBNL

Judson Main wrote:
> I was talking about the scrip on Bestpractical's wiki site called
> "Due Date in Business Hours".
> 
> I understand about the Business::Hours mod, and have started
> to write a perl script to do what the above scrip is supposed to.
> May need your help on that though, as figuring out the math
> is a little puzzling.
> 
> Thanks much,
> 
> Jud.
> 
> 
>  On Fri Oct 20 15:51 , Rick Russell  sent:
> 
>>
>> Judson Main wrote:
>>>  Is anyone using this under 3.6.1?
>>> I've been noddling with it for a week and can't get it to work.
>> I've got custom scrips in RT 3.4 that use Jesse Vincent's 
>> Business::Hours module to compute a due date. Is that what you mean?
>>
>> Rick R.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 


From bestpractical at jon.limedaley.com  Mon Oct 23 15:22:01 2006
From: bestpractical at jon.limedaley.com (Jon Daley)
Date: Mon, 23 Oct 2006 15:22:01 -0400 (EDT)
Subject: [rt-users] RT 3.6.1 https issue (fwd)
Message-ID: 


---------- Forwarded message ----------
Date: Mon, 23 Oct 2006 20:52:28 +0200
From: Jan Korbel
To: Jon Daley
Subject: Re: [rt-users] RT 3.6.1 https issue

I was running RT on port 80 and https proxy on port 443. Also i had one 
redirect rule for clients with IP address other than server one.


...
RewriteEngine On
RewriteCond %{REMOTE_ADDR} !IP_SERVER
   RewriteRule ^/(.*) https://rt_site/$1 [L]
...


...
RewriteEngine On
RewriteRule ^/(.*) http://rt_site/$1 [L,P]

   Order Allow,Deny
   Allow from all

...


Not so simple, but only one going https with original sources :) I have other 
solution now, see this patch of lib/RT/Interface/Web.pm:

---cut---
196c196
<             $uri->port($ENV{'SERVER_PORT'});
---
> #            $uri->port($ENV{'SERVER_PORT'});
---cut---

Conclusion: Actual server port is other than $ENV{'SERVER_PORT'}, at least with 
mod_perl2 and few Apache virtual servers. Because of that it's not a good idea 
to use it, especially for URL construction. It's used for cookie name too but 
probably this is not a big problem.

H.

Jon Daley wrote:
> On Mon, 23 Oct 2006, Jan Korbel wrote:
>> I'm testing latest stable version of RT (3.6.1) about a week and i have a 
>> problems with HTTPS only site. When i want to update ticket, data is sent 
>> but browser wanna go to URL:
>> https://mysite.tld:80/Ticket/Display.html?id=1
>> 
>> Set($WebPort , 443);
>> Set($WebBaseURL , "https://mysite.tld");
>> 
>> Another strange thing is name of cookie:
>> RT_SID_SITE.80
>> 
>> From share/html/Elements/SetupSessionCookie:
>> my $cookiename = "RT_SID_".$RT::rtname.".".$ENV{'SERVER_PORT'};
>> Only one HTTPS configuration, which is going fine so far, is RT/HTTP and 
>> mod_proxy in Apache with HTTPS ;) I know it's not so nice, so if you have 
>> some idea, write it.
>
>     You are running RT on port 80, but then forwarding port 443 to port 80 
> using mod_proxy?  Why not just run RT on port 443 directly?
>     I wonder if changing the SERVER_PORT line in lib/RT/Interface/Web.pm to 
> use the hard coded $WebPort would fix it for you?


From kerrboy at gmail.com  Mon Oct 23 16:20:28 2006
From: kerrboy at gmail.com (Brian Kerr)
Date: Mon, 23 Oct 2006 16:20:28 -0400
Subject: [rt-users] Ticket Query causes mysql to spin endlessly
In-Reply-To: <20051115204207.GL9217@bestpractical.com>
References: <1132079504.31811.216.camel@rhodium.audiumcorp.com>
	
	<20051115204207.GL9217@bestpractical.com>
Message-ID: 

On 11/15/05, Jesse Vincent  wrote:
>
>
>
> On Tue, Nov 15, 2005 at 12:39:51PM -0800, Aaron Nichols wrote:
> > On 11/15/05, Vance Vagell  wrote:
> > >  We also have this problem, where searching through the content of tickets
> > > causes the session to lock up.  If it is a lengthy search, the browser needs
> > > to be closed and the cookies deleted.  If it a short search, it returns
> > > results and has no problems.  I have found that specify more search
> > > parameters speeds up the search (obviously), and that avoids this problem
> > > most of the time.  But there are times when you need a more general search,
> > > and then you gamble with locking up the session.
> >
>
> It does very much look like the query engine is generating an incorrect
> query (sticking the join inside an OR).
> _______________________________________________
> 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
>

Has anyone tried this in 3.4.6?  Was it fixed?
Thanks,
Brian


From MarkRoedel at letu.edu  Mon Oct 23 16:55:24 2006
From: MarkRoedel at letu.edu (Roedel, Mark)
Date: Mon, 23 Oct 2006 15:55:24 -0500
Subject: [rt-users] due date in business hours
In-Reply-To: <53060.1161368331@ssmg.org>
Message-ID: <0DD6BC9ABC0D2747AF8589AEA9722A401C0660@rachael-reborn.letnet.net>


That's my code (or maybe an edited version of it -- I haven't looked at
changes lately) in the wiki, and we're using it under 3.6.1 -- what sort
of problems are you having?

--
Mark Roedel
Senior Programmer / Analyst
LeTourneau University
Longview, Texas  USA

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Judson
Main
Sent: Friday, October 20, 2006 1:19 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] due date in business hours




 Is anyone using this under 3.6.1?

I've been noddling with it for a week and can't get it to work.

TIA,

Jud.


From theillien at yahoo.com  Mon Oct 23 17:13:39 2006
From: theillien at yahoo.com (Mathew)
Date: Mon, 23 Oct 2006 17:13:39 -0400
Subject: [rt-users] Re: RT Signature Help
In-Reply-To: 
References: 
Message-ID: <453D3083.8050805@yahoo.com>

Sweet, thanks.

Mathew

Michael Hogan wrote:
> Mathew,
> 
> If you go to this directory, then vi MessageBox:
> /opt/rt3/share/html/Elements
> 
> 
> Then find this section and add the \n like I did below.  
> 
> my $signature = '';
> if ($IncludeSignature && $session{'CurrentUser'}->UserObj->Signature) {
> $signature = "\n \n \n \n --
> \n".$session{'CurrentUser'}->UserObj->Signature;
> }
> 
> Thanks.




From theillien at yahoo.com  Mon Oct 23 08:24:36 2006
From: theillien at yahoo.com (Mathew)
Date: Mon, 23 Oct 2006 08:24:36 -0400
Subject: [rt-users] Re: RT Signature Help
In-Reply-To: 
References: 
Message-ID: <453CB484.8020803@yahoo.com>

Sweet, thanks.

Mathew

Michael Hogan wrote:
> Mathew,
> 
> If you go to this directory, then vi MessageBox:
> /opt/rt3/share/html/Elements
> 
> 
> Then find this section and add the \n like I did below.  
> 
> my $signature = '';
> if ($IncludeSignature && $session{'CurrentUser'}->UserObj->Signature) {
> $signature = "\n \n \n \n --
> \n".$session{'CurrentUser'}->UserObj->Signature;
> }
> 
> Thanks.



From wash at wananchi.com  Mon Oct 23 16:23:32 2006
From: wash at wananchi.com (Odhiambo Washington)
Date: Mon, 23 Oct 2006 23:23:32 +0300
Subject: [rt-users] One requirement for RT notifications
In-Reply-To: <453C910D.2000501@pipex.net>
References: <20061021135800.GA79516@ns2.wananchi.com>
	<453BA25E.2070805@attglobal.net>
	<20061022203220.GC35841@ns2.wananchi.com>
	<453BF7E9.5030003@attglobal.net> <453C910D.2000501@pipex.net>
Message-ID: <20061023202332.GA53561@ns2.wananchi.com>

Hi Roy,

Thank you so much for this valuable clue.

Before I posted this question, I had thoroughly scoured the wiki for 
clues, because I do remember seeing such a discussion, but I just could 
not find it!
Perhaps there is something Jesse will do to secure the wiki.


* On 23/10/06 10:53 +0100, Roy El-Hames wrote:
| Odhiambo;
| This been discussed few times before, and its on the wiki (but it 
| appears the wiki been attacked again) ..
| To add the initial request to the mail message what you need is to 
| change the Transaction template to something similar to:
| 
| RT-Attach-Message: yes
| 
| 
| This is an admin correspondence:
| {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
| 
| {$Transaction->CreatedAsString}: Request {$Ticket->id} was acted upon.
| Transaction: {$Transaction->Description}
|       Queue: {$Ticket->QueueObj->Name}
|     Subject: {$Transaction->Subject || $Ticket->Subject || "(No subject 
| given)"}
|       Owner: {$Ticket->OwnerObj->Name}
|       Ticket Queue = {$Ticket->QueueObj->Name}
|  Requestors: {$Ticket->RequestorAddresses}
|      Status: {$Ticket->Status}
| Ticket id} >
| 
| 
| This ticket is now assigned to {$Ticket->OwnerObj->Name}
| =============================================
| The initial request was:
| ====
| {
| my $cont  = '';
| my $trans = $Ticket->Transactions;
| $trans->Limit(FIELD => 'Type', VALUE => 'Create');
| while (my $tran = $trans->Next) {
|    my $attach = $tran->Attachments;
|    while (my $msg = $attach->Next){
|      next unless $msg->ContentType =~ m!^(text/plain|message|text$)!i;
|      my $content = $msg->Content;
|      next unless $content;
|      next if $cont eq $content;
|      $cont = $content;
|      my $wrapper = Text::Wrapper->new(columns=>70);
|      $cont = $wrapper->wrap($cont);
|     }  
| }
|  $cont ;
| }
| =============================================
| 
| Barry L. Kline wrote:
| >-----BEGIN PGP SIGNED MESSAGE-----
| >Hash: SHA1
| >
| >Odhiambo WASHINGTON wrote:
| >  
| >>* On 22/10/06 12:54 -0400, Barry L. Kline wrote:
| >>| -----BEGIN PGP SIGNED MESSAGE-----
| >>| Hash: SHA1
| >>| 
| >>| Odhiambo Washington wrote:
| >>| > Hello All,
| >>| > 
| >>| > I need to implement a request my users have raised regarding RT. 
| >>| > These are mainly to do with scrips, templates and display.
| >>| > My RT instance has been running so smoothly that my grasp of these 
| >>| > things has somehow faded ;)
| >>| > 
| >>| [snip]
| >>| > 
| >>| > This transaction appears to have no content
| >>| > 
| >>| > 
| >>| > 
| >>| > My scrip for this is:
| >>| > 
| >>| > On Owner Change Notify Owner with template Transaction
| >>| > 
| >>| > My "Transaction" template has a last line: {$Transaction->Content()}
| >>| > 
| >>| > 
| >>| > Q: Why could it be failing to pull the ticket content?
| >>| 
| >>| I'm no expert, but I believe it's because the $Transaction object refers
| >>| to the transaction where the owner was changed.  The Content() of this
| >>| transaction is empty.  What you need to do is retrieve the ticket object
| >>| that this transaction refers to and pull its content.
| >>
| >>
| >>Hi Barry,
| >>
| >>Your explanation seems very correct!
| >>Do you have any pointers how I can achieve that though?
| >>
| >>    
| >
| >I'm afraid not.  As I said, I'm no expert on this.  You can find out
| >some more by studying the various templates in the software itself, or
| >by looking at the wiki:  http://wiki.bestpractical.com
| >
| >Barr
| >-----BEGIN PGP SIGNATURE-----
| >Version: GnuPG v1.2.6 (GNU/Linux)
| >
| >iD8DBQFFO/fpCFu3bIiwtTARAkOIAJwPxkaBnRuQT46Y4qjdsslzVn+HtQCfd9dS
| >HrekJEPylKlo/f426axL7NI=
| >=z+lp
| >-----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
| >
| >  

        cheers
       - wash 
+----------------------------------+-----------------------------------------+
Odhiambo Washington            		. WANANCHI ONLINE LTD (Nairobi, KE)  |
wash () WANANCHI ! com			. 1ere Etage, Loita Hse, Loita St.,  |
GSM: (+254) 722 743 223			. # 10286, 00100 NAIROBI             |
GSM: (+254) 733 744 121			. (+254) 020 313 985 - 9             |
+---------------------------------+------------------------------------------+
"Oh My God! They killed init! You Bastards!"  
						 --from a /. post


From andreas.sinn at cpb-software.ag  Tue Oct 24 04:07:58 2006
From: andreas.sinn at cpb-software.ag (Sinn Andreas)
Date: Tue, 24 Oct 2006 10:07:58 +0200
Subject: [rt-users] rt-3.4.2 - Problem with rt-mailgate - POSTFIX
Message-ID: <07FD4DCB6B2E194495066CA0A5CF117740649C@MXS1.cpbs.at>

Hi!

I have a problem with executing the script rt-mailgate. I get a "Command
died with status 1" message. Please help me.


Maillog:
Oct 24 10:06:30 linuxtest postfix/smtpd[28935]: connect from
gw1.cpb-software.ag[193.41.232.141]
Oct 24 10:06:30 linuxtest postfix/smtpd[28935]: 34F4F411AC:
client=gw1.cpb-software.ag[193.41.232.141]
Oct 24 10:06:30 linuxtest postfix/cleanup[28939]: 34F4F411AC:
message-id=<07FD4DCB6B2E194495066CA0A5CF1177406492 at MXS1.cpbs.at>
Oct 24 10:06:30 linuxtest postfix/qmgr[28823]: 34F4F411AC:
from=, size=5190, nrcpt=1 (queue active)
Oct 24 10:06:30 linuxtest local[28941]: fatal: execvp
/etc/smrsh/rt-mailgate: Operation not permitted
Oct 24 10:06:30 linuxtest postfix/smtpd[28935]: disconnect from
gw1.cpb-software.ag[193.41.232.141]
Oct 24 10:06:31 linuxtest postfix/local[28940]: 34F4F411AC:
to=, relay=local, delay=1, status=bounced (Command
died with status 1: "/etc/smrsh/rt-mailgate --queue General --action
correspond --url http://linuxtest/")
Oct 24 10:06:31 linuxtest postfix/cleanup[28939]: 7DEE2411E6:
message-id=<20061024080631.7DEE2411E6 at linuxtest.cpbs.at>
Oct 24 10:06:31 linuxtest postfix/qmgr[28823]: 7DEE2411E6: from=<>,
size=7046, nrcpt=1 (queue active)
Oct 24 10:06:31 linuxtest postfix/qmgr[28823]: 34F4F411AC: removed

permissions:
-rwxr-xr-x 1 postfix postfix 9703 May 15 16:32 rt-mailgate


Thanks,
Andreas

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From kazimieras.aliulis at sc.vu.lt  Tue Oct 24 04:27:06 2006
From: kazimieras.aliulis at sc.vu.lt (Kazimieras Aliulis)
Date: Tue, 24 Oct 2006 11:27:06 +0300
Subject: [rt-users] could not find component for path
	'EditCustomFieldCombobox'
Message-ID: <200610241127.15356.kazimieras.aliulis@sc.vu.lt>

Hello,

when I try to edit a ticket with a custom field "Combobox" RT outputs an 
error. Other custom fields work well. Can someone give some advice what can 
be wrong? RT version 3.4.6.

Thanks for any help,
Kazimieras
 
> error:   	could not find component for path 'EditCustomFieldCombobox'
> context:
> ...
> 68:  	# The "Magic" hidden input causes RT to know that we were trying to
> edit the field, even if 69:  	# we don't see a value later, since browsers
> aren't compelled to submit empty form fields 70:  	$m->out("\n".' type="hidden" name="'.$NamePrefix.$CustomField->Id.'-Values-Magic"
> value="1">'."\n"); 71:
> 72:  	return $m->comp(
> 73:  	"EditCustomField$Type",
> 74:  	%ARGS,
> 75:  	Rows => $Rows,
> 76:  	Cols => $Cols,
> ...
> code stack:  	/opt/rt34/share/html/Elements/EditCustomField:72
> /opt/rt34/share/html/Ticket/Elements/EditCustomFields:68
> /opt/rt34/share/html/Ticket/Modify.html:57
> /opt/rt34/share/html/autohandler:215
> raw error
>
>
> could not find component for path 'EditCustomFieldCombobox'
>
>
> Trace begun at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line
> 1198
> HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x8388
>690)', 'EditCustomFieldCombobox', 'NamePrefix',
> 'Object-RT::Ticket-2-CustomField-', 'Object', 'RT::Ticket=HASH(0x8386b70)',
> 'CustomField', 'RT::CustomField=HASH(0x8383f0c)', 'Rows', 5, 'Cols', 15,
> 'Default', '', 'Object', 'RT::Ticket=HASH(0x8386b70)', 'Values',
> 'RT::ObjectCustomFieldValues=HASH(0x8383da4)', 'MaxValues', 1, 'Multiple',
> '', 'NamePrefix', 'Object-RT::Ticket-2-CustomField-', 'CustomField',
> 'RT::CustomField=HASH(0x8383f0c)') called at
> /opt/rt34/share/html/Elements/EditCustomField line 72
> HTML::Mason::Commands::__ANON__('Object', 'RT::Ticket=HASH(0x8386b70)',
> 'CustomField', 'RT::CustomField=HASH(0x8383f0c)', 'NamePrefix',
> 'Object-RT::Ticket-2-CustomField-') 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(0x847e0
>a8)', 'Object', 'RT::Ticket=HASH(0x8386b70)', 'CustomField',
> 'RT::CustomField=HASH(0x8383f0c)', 'NamePrefix',
> 'Object-RT::Ticket-2-CustomField-') called at
> /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1256 eval {...}
> at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1246
> HTML::Mason::Request::comp(undef, undef, 'Object',
> 'RT::Ticket=HASH(0x8386b70)', 'CustomField',
> 'RT::CustomField=HASH(0x8383f0c)', 'NamePrefix',
> 'Object-RT::Ticket-2-CustomField-') called at
> /opt/rt34/share/html/Ticket/Elements/EditCustomFields line 68
> HTML::Mason::Commands::__ANON__('TicketObj', 'RT::Ticket=HASH(0x8386b70)')
> 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(0x95eb0
>c4)', 'TicketObj', 'RT::Ticket=HASH(0x8386b70)') called at
> /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1256 eval {...}
> at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1246
> HTML::Mason::Request::comp(undef, undef, 'TicketObj',
> 'RT::Ticket=HASH(0x8386b70)') called at
> /opt/rt34/share/html/Ticket/Modify.html line 57
> HTML::Mason::Commands::__ANON__('id', 2, 'id', 2) 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(0x84799
>38)', 'id', 2, 'id', 2) called at
> /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1256 eval {...}
> at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1246
> HTML::Mason::Request::comp(undef, undef, undef, 'id', 2, 'id', 2) called at
> /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 915
> HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0
>x8388690)', 'id', 2) called at /opt/rt34/share/html/autohandler line 215
> HTML::Mason::Commands::__ANON__('id', 2) 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(0x84ea0
>30)', 'id', 2) 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 1246
> HTML::Mason::Request::comp(undef, undef, undef, 'id', 2) called at
> /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 460 eval {...} at
> /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 460 eval {...} at
> /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 412
> HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x8388
>690)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm
> line 168
> HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHand
>ler=HASH(0x8388690)') called at
> /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 826
> HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH
>(0x9aab88c)', 'Apache2::RequestRec=SCALAR(0x83d5910)') called at
> /opt/rt3/bin/webmux.pl line 123 eval {...} at /opt/rt3/bin/webmux.pl line
> 123
> RT::Mason::handler('Apache2::RequestRec=SCALAR(0x83d5910)') called at -e
> line 0 eval {...} at -e line 0

-- 
Kazimieras Aliulis
VU Skai?iavimo centro
programuotojas

+370 5 236 6229 
mailto:kazimieras.aliulis at sc.vu.lt
http://www.sc.vu.lt
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From Thomas.Dietmaier at dataphone.at  Tue Oct 24 07:01:38 2006
From: Thomas.Dietmaier at dataphone.at (Thomas Dietmaier)
Date: Tue, 24 Oct 2006 12:01:38 +0100
Subject: [rt-users] Add a custom watcher type
Message-ID: 

Hello List,

I received a request from our users: They'd like to have another watcher type called "Solver" (like Cc, AdminCc, Requester) to tickets. I could not find any hints in the documentation -- can it be configured somewhere? Any pointers appreciated.

tia
Thomas Dietmaier. 

-- 
Dataphone GmbH
Ottakringer Strasse 54, A-1170 Wien
Tel. +43-(0)1-406 74 45-25
thomas.dietmaier at dataphone.at




From rfh at pipex.net  Tue Oct 24 06:12:25 2006
From: rfh at pipex.net (Roy El-Hames)
Date: Tue, 24 Oct 2006 11:12:25 +0100
Subject: [rt-users] Add a custom watcher type
In-Reply-To: 
References: 
Message-ID: <453DE709.2040607@pipex.net>

Make it a custom field .. that way you wont have to tinker with the base 
code.
Roy

Thomas Dietmaier wrote:
> Hello List,
>
> I received a request from our users: They'd like to have another watcher type called "Solver" (like Cc, AdminCc, Requester) to tickets. I could not find any hints in the documentation -- can it be configured somewhere? Any pointers appreciated.
>
> tia
> Thomas Dietmaier. 
>
>   



From rfh at pipex.net  Tue Oct 24 10:27:23 2006
From: rfh at pipex.net (Roy El-Hames)
Date: Tue, 24 Oct 2006 15:27:23 +0100
Subject: [rt-users] sending ticket attachments via soap
In-Reply-To: 
References: <45014D5D.4000203@pipex.net>	
		
	<451D0813.3070302@pipex.net>
	
Message-ID: <453E22CB.1050202@pipex.net>

This is the directory where I have my RTSoap.pm, I wanted to have the 
SOAP related modules independent.
you can easily place it in local/lib/RT and remove that line or modify 
it to /opt/rt3/local/lib/RT

Regards;
Roy
Torsten Brumm wrote:
> Hi Roy,
>
> in your SOAP Perl Scrip, you  do: use lib ("/opt/rt3/local/html/SOAP");
> which file is this? Is it the attached perl from your mail?
>
> Torsten
>
> 2006/9/29, Roy El-Hames :
>>
>> Yeah sure attached .. Its basic and far from perfect, it was my first
>> attempt writing soap service and just to serve my immediate needs, I
>> Just hope somebody can use it as a base and develop a full service that
>> can be used by .net and jave clients, The REST interface is very good,
>> but all the rage (what managers like) is SOAP and web services etc  ..
>> Please bare in mind it includes some of our custom status'es , which you
>> may have to remove ..
>> Regards;
>> Roy
>>
>>
>> Torsten Brumm wrote:
>> > Hi Roy,
>> >
>> > can you also share this soap services, the "old" one from BPS seams to
>> be
>> > outdated or only for rt2x i think.
>> >
>> > Torsten
>> >
>> > 2006/9/8, Roy El-Hames :
>> >>
>> >> rt-3.6.1/Apache2
>> >> I've written a simple soap service  for rt that can communicate with
>> >> windows .net client via a wsdl file, however I can't find the best 
>> way
>> >> to send attachments, as rt will expect a mime object that combine the
>> >> update/create text with the attachment, I'll need to create this 
>> object
>> >> on the server (rt side), can anyone suggest the best way to do this,
>> the
>> >> .net developers would prefer to send attachments separate as a DIME
>> >> Referenced binary.
>> >> Thanks;
>> >> Roy
>> >> _______________________________________________
>> >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> >>
>> >> Community help: http://wiki.bestpractical.com
>> >> Commercial support: sales at bestpractical.com
>> >>
>> >>
>> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> >> Buy a copy at http://rtbook.bestpractical.com
>> >>
>> >
>> >
>> >
>>
>>
>>
>> #!/usr/bin/perl
>>
>> use lib ("/opt/rt3/local/html/SOAP");
>> use RTSoap;
>> use SOAP::Transport::HTTP;
>>
>> SOAP::Transport::HTTP::CGI
>>   -> dispatch_to('/opt/rt3/local/html/SOAP','RTSoap')
>>   -> handle;
>>
>> 
>> > xmlns:tm="http://microsoft.com/wsdl/mime/textMatching/"
>> xmlns:soapenc="http://schemas.xmlsoap.org/soap/encoding/"
>> xmlns:mime="http://schemas.xmlsoap.org/wsdl/mime/" 
>> xmlns:tns="urn:RTSoap"
>> xmlns:xsd="http://www.w3.org/2001/XMLSchema"
>> xmlns:xsd-ENV="http://schemas.xmlsoap.org/soap/envelope/"
>> xmlns:soap12="http://schemas.xmlsoap.org/wsdl/soap12/"
>> xmlns:http="http://schemas.xmlsoap.org/wsdl/" 
>> targetNamespace="urn:RTSoap"
>> xmlns:wsdl="http://schemas.xmlsoap.org/wsdl/">
>>   
>>     > targetNamespace="urn:RTSoap">
>>       
>>         
>>           
>>             > type="xsd:string" />
>>             > type="xsd:int" />
>>           
>>         
>>       
>>
>>       
>>         
>>           
>>             > type="xsd:string" />
>>             > type="xsd:string" />
>>           
>>         
>>       
>>
>>      
>>       
>>                 
>>                         > type="xsd:string" />
>>                         
>>                         
>>                         
>>                         > />
>>                         
>>                 
>>        
>>     
>>
>>      
>>       
>>                 
>>                         > type="xsd:string" />
>>                         
>>                         
>>                         
>>                         > />
>>                         
>>                         
>>                 
>>       
>>     
>>
>>       
>>         
>>           
>>             > type="tns:Basics" />
>>             > type="tns:Updates" />
>>           
>>         
>>       
>>
>>       
>>         
>>           
>>                 > name="TicketsList" type="tns:TicketsList" />
>>           
>>        
>>       
>>
>>       
>>         
>>           
>>             > type="tns:TicketId" />
>>           
>>         
>>       
>>
>>       
>>         
>>           
>>                 > name="UpdateStatus" type="xsd:string" />
>>           
>>         
>>       
>>
>>      
>>         
>>          > type="xsd:string" />
>>         
>>      
>>
>>       
>>         
>>           > type="xsd:string" />
>>           > type="xsd:string" />
>>           > type="xsd:string" />
>>           > type="xsd:string" />
>>           > type="xsd:string" />
>>           > type="xsd:string" />
>>         
>>       
>>
>>       
>>         
>>                 > type="xsd:string" />
>>                 > type="xsd:string" />
>>                 > type="xsd:string" />
>>         
>>       
>>
>>       
>>         
>>                > name="Update" type="tns:Update" />
>>         
>>       
>>
>>       
>>         
>>                 > type="xsd:string" />
>>                 > type="xsd:string" />
>>                 > type="xsd:string"
>> />
>>         
>>       
>>
>>       
>>         
>>                 > name="TicketParams" type="tns:TicketParams" />
>>         
>>       
>>
>>     
>>   
>> 
>>     
>>   
>>   
>>     
>>   
>>
>>   
>>     
>>   
>>   
>>     > element="tns:GetTicketsByRequestorResponse" />
>>   
>>
>>   
>>     
>>   
>>   
>>     
>>   
>>
>>   
>>     
>>   
>>   
>>     
>>   
>>
>>   
>>
>>     
>>       
>>       
>>     
>>
>>     
>>       
>>       
>>     
>>
>>    
>>       
>>       
>>     
>>
>>    
>>       
>>       
>>     
>>
>>   
>>
>>   
>>     
>>
>>     
>>       > />
>>       
>>         
>>       
>>       
>>         
>>       
>>     
>>     
>>       > style="document" />
>>       
>>         
>>       
>>       
>>         
>>       
>>     
>>
>>     
>>       > style="document" />
>>       
>>         
>>       
>>       
>>         
>>       
>>     
>>
>>    
>>       > style="document" />
>>       
>>         
>>       
>>       
>>         
>>       
>>     
>>
>>   
>>   
>>     
>>
>>     
>>       > style="document"
>> />
>>       
>>         
>>       
>>       
>>         
>>       
>>     
>>
>>     
>>       > style="document" />
>>       
>>         
>>       
>>       
>>         
>>       
>>     
>>
>>     
>>       > style="document" />
>>       
>>         
>>       
>>       
>>         
>>       
>>     
>>   
>>       > style="document" />
>>       
>>         
>>       
>>       
>>         
>>       
>>     
>>
>> 
>>   
>>     
>>       
>>     
>>     
>>       
>>     
>>   
>> 
>>
>>
>>
>>
>> package RTSoap ;
>>
>> use lib ( "/opt/rt3/lib", "/opt/rt3/local/lib" );
>> use RT;
>> use RT::Ticket;
>> use RT::Users;
>> CleanEnv;
>> RT::LoadConfig;
>> RT::Init;
>> our @ISA = qw( SOAP::Server::Parameters );
>>
>> sub new {
>>         $self = shift;
>>         my $class = ref($self) || $self;
>>         bless {_tic => shift} => $class;
>>         return $class;
>> }
>>
>> sub Hello {
>>         ### test function ##is soap lite working
>>         my $self = shift;
>>         my ($string) = @_;
>>         return "Hello " . $string;
>> }
>>
>> sub RT_User {
>>         my ($address) = shift;
>>         unless ($address) {
>>                 return (undef);
>>         }
>>         my $user = RT::CurrentUser->new();
>>         $user->LoadByEmail($address);
>>         unless ($user->Id){
>>                 return undef;
>>         }
>>         return $user;
>> }
>>
>> sub GetTicketsByRequestor {
>>         #### you get a requester and may get status resolved
>>         ## if you get status = resolved only return a list of resolved
>> tickets else return all non resolved tickets for this requestor
>>
>>         my $self = shift;
>>         my %args = %{pop->method};
>>         my $requestor = $args{'Requester'};
>>         my $status = $args{'Status'};
>>         my $error = undef;
>>
>>         ## Get user
>>         my $CurrentUser = RT_User($requestor);
>>         if (!$CurrentUser) {
>>                 $error = "Not RT user, verify email address";
>>                 die $error;
>>         }
>>         $RT::Logger->error("Web service invoked do I get back here
>> $requestor");
>>         my $tickets = new RT::Tickets($CurrentUser);
>>         if (!$tickets) {
>>                 $error = "No tickets of this status for this user";
>>                 die $error;
>>         }
>>         my @collection;
>>         $tickets->LimitWatcher(TYPE => 'Requestor', VALUE =>$requestor);
>>         if ($status =~ /resolved/) {
>>                 $tickets->LimitStatus(VALUE => "resolved");
>>                 $tickets->LimitStatus(VALUE => "completed");
>>         } else {
>>                 $tickets->LimitStatus(VALUE => "open");
>>                 $tickets->LimitStatus(VALUE => "new");
>>                 $tickets->LimitStatus(VALUE => "stalled");
>>                 $tickets->LimitStatus(VALUE => "re-opened");
>>                 $tickets->LimitStatus(VALUE => "monitored");
>>         }
>>         $tickets->OrderBy(FIELD => 'id', ORDER => 'DESC');
>>         while (my $ticket = $tickets->Next) {
>>                 my @list;
>>                 @list = (
>>                         SOAP::Data->name("TicketParams" =>
>> \SOAP::Data->value(
>>
>>                                 
>> SOAP::Data->name('TicketId')->value($ticket->Id()),
>>
>>                                 
>> SOAP::Data->name('Subject')->value($ticket->Subject()),
>>
>>                                 
>> SOAP::Data->name('Status')->value($ticket->Status())))
>>                 );
>>                 push @collection, at list
>>         }
>>         if (!@collection) {
>>                 $error = "Failed to retrieve ticket list ";
>>                 die $error;
>>         }
>>         return (
>>                 SOAP::Data->name("TicketsList" => \SOAP::Data->value(
>>
>>                         
>> SOAP::Data->name('CallItWhatEver')->value(@collection)))
>>         );
>>
>> }
>>
>> sub GetTicket(){
>>         ### you get a ticket id return the ticket providing the supplied
>> requestor is in this ticket requesters string
>>         use RT::Transactions;
>>         my $self = shift;
>>         my %args = %{pop->method};
>>         my $requestor = $args{'Requester'};
>>         my $ticketId = $args{'TicketId'};
>>         my $error = undef;
>> ### debug
>> #       $RT::Logger->error("Web service invoked and my requestor is
>> $requestor");
>> #####
>>         my @collection;
>>         my $CurrentUser = RT_User($requestor);
>>         if (!$CurrentUser) {
>>                 $error = "Not RT user, verify email address";
>>                 die $error;
>>         }
>>         my $ticket = new RT::Ticket($CurrentUser,$self->{_tic});
>>         $ticket->Load($ticketId);
>>         unless ( $ticket->id ) {
>>                 $error = "Error loading ticket, maybe invalid ticket 
>> id" ;
>>                 die $error;
>>         }
>>         if ($ticket->Id()){
>>                 unless ($ticket->IsWatcher(Type => 'Requestor',
>> PrincipalId => $CurrentUser->PrincipalId)) {
>>                         $error = "Permission denied. $requestor is not a
>> requestor for this ticket";
>>                         die $error;
>>                 }
>>                 $Tid = $ticket->Id();
>>                 $TSubject = $ticket->Subject();
>>                 $TStatus = $ticket->Status();
>>                 $TRequestors =
>> $ticket->Requestors->MemberEmailAddressesAsString;
>>                 $TLastUpdate = $ticket->LastUpdated;
>>                 $TResolved = $ticket->Resolved;
>>                 my $trans = RT::Transactions->new($RT::SystemUser);
>>                 $trans->LimitToTicket($Tid);
>>                 $trans->Limit(
>>                         FIELD    => 'Type',
>>                         OPERATOR => '=',
>>                         VALUE    => "Correspond"
>>                    );
>>                    $trans->Limit(
>>                         FIELD    => 'Type',
>>                         OPERATOR => '=',
>>                         VALUE    => "Create"
>>                    );
>>                 while (my $tran = $trans->Next ) {
>>                         my $attachments =
>> RT::Attachments->new($RT::SystemUser);
>>                         $attachments->Limit(FIELD    => 'TransactionId',
>>                                             OPERATOR => '=',
>>                                             VALUE    => $tran->Id()
>>                         );
>>                         $attachments->Limit(FIELD    => 'ContentType',
>>                                         OPERATOR => '=',
>>                                         VALUE    => 'text/plain'
>>                         );
>>                         $attachments->Limit(FIELD    => 'Content',
>>                                         OPERATOR => '!=',
>>                                         VALUE    => ''
>>                         );
>>                         my ($update, at updates) ;
>>                         while (my $attachment = $attachments->Next) {
>>                                 my $aid = $attachment->Id() ;
>>                                 my $atid = 
>> $attachment->TransactionId() ;
>>                                 my $acontent = $attachment->Content();
>>                                 $update = (
>>
>>                                         
>> SOAP::Data->type('string')->name('Correspondence')->value($acontent)
>>                                 );
>>                          push @updates,$update ;
>>                         }
>>                         my @t = (
>>                             SOAP::Data->name("Update" =>
>> \SOAP::Data->value(
>>
>>                                         
>> SOAP::Data->type('string')->name('TransactionCreator')->value($tran->CreatorObj->Name), 
>>
>>
>>                                         
>> SOAP::Data->type('string')->name('TransactionCreated')->value($tran->Created), 
>>
>>
>>                                         
>> SOAP::Data->type('complexType')->name('Correspondence')->value(@updates)
>>                                         ))
>>                         );
>>                         push  @collection, at t ;
>>                 }
>>         } else {
>>                 $error = "Error loading ticket updates";
>>                 die $error;
>>         }
>>         # format SOAP::Data Object and return
>>         return (
>>                 SOAP::Data->name('Basics' => \SOAP::Data->value(
>>                         SOAP::Data->name('TicketId')->value($Tid),
>>                         SOAP::Data->name('Subject')->value($TSubject),
>>                         SOAP::Data->name('Status')->value($TStatus),
>>
>>
>>                         
>> SOAP::Data->name('LastUpdateTime')->value($TLastUpdate),
>>
>>                         
>> SOAP::Data->name('ResolvedTime')->value($TResolved),
>>
>>                         
>> SOAP::Data->name('Requesters')->value($TRequestors))),
>>                 SOAP::Data->name('Updates' => \SOAP::Data->value(
>>
>>                         
>> SOAP::Data->name('CallItWhatEver')->value(@collection)))
>>         );
>> }
>>
>> sub CreateTicket {
>>         #### attachments handling is rubbish ... need looking at later
>>         use MIME::Entity;
>>         my $MimeMessage;
>>         my $self = shift;
>>         my %args = %{pop->method};
>>         my $requestor = $args{'Requester'};
>>         my $cc = $args{'Cc'};
>>         my $queue = $args{'Queue'};
>>         my $subject = $args{'Subject'};
>>         my $txt = $args{'Text'};
>>         my $attach = $args{'Attachment'};
>> ###### for debug purposes ###
>>         $RT::Logger->error("SOAPING:do I get text? ($txt)");
>>         if ($attach) {
>>                  $RT::Logger->error("SOAPING:I have attachment");
>>         }
>>
>> ############
>>         my $CurrentUser = RT_User($requestor);
>>         if (!$CurrentUser) {
>>                  $CurrentUser = $RT::SystemUser ; ### we need to create
>> tickets for new users as well
>>         }
>>
>>         if ($attach) {
>>                 $MimeMessage = $attach;
>>         } else {
>>                 $Mime = MIME::Entity->build(
>>                               From => $requestor,
>>                               Subject =>$subject,
>>                               Cc => $cc,
>>                               Type => 'text/plain',
>>                               Data => $txt
>>                         );
>>                  $MimeMessage = $Mime->stringify();
>>         }
>>
>>
>>         my $newticket = new RT::Ticket($CurrentUser);
>>         my $parser = RT::EmailParser->new();
>>         $parser->ParseMIMEEntityFromScalar($MimeMessage);
>>         #$parser->ParseMIMEEntityFromScalar($attach);
>>
>>         my %create_args = (
>>                 Queue => $queue,
>>                 Requestor => $requestor,
>>                 Cc => $cc,
>>                 Subject => $subject,
>>                 MIMEObj => $parser->Entity
>>                 );
>>
>>         my ( $id, $Trans, $ErrMsg ) = $newticket->Create(%create_args);
>>         unless ( $id && $Trans ) {
>>                 die $ErrMsg ;
>>         }
>>                     return (SOAP::Data->name('TicketId' =>
>> \SOAP::Data->value(
>>                               
>> SOAP::Data->name('TicketId')->value($id))));
>> }
>>
>> sub UpdateTicket {
>>         ### only update if the supplied requester is the ticket 
>> requester
>>         ### attachments attchments attachments
>>         use MIME::Entity;
>>         my $MimeMessage;
>>         my $self = shift;
>>         my %args = %{pop->method};
>>         my $txt = $args{'Text'};
>>         my $attach = $args{'Attachment'};
>>         my $CurrentUser = RT_User($args{'Requester'});
>>         my $error = undef;
>>         if (!$CurrentUser) {
>>                 $error = "Not RT user, verify email address";
>>                 die $error;
>>         }
>>
>>         if ($attach && $attach != '') {
>>                 $MimMessage = $attach;
>>         } else {
>>                 $Mime = MIME::Entity->build(
>>                               From => $requestor,
>>                               Subject =>$subject,
>>                               Cc => $cc,
>>                               Type => 'text/plain',
>>                               Data => $txt
>>                         );
>>                  $MimeMessage = $Mime->stringify();
>>         }
>>
>>         my $ticket = new RT::Ticket($CurrentUser);
>>         $ticket->Load($args{'TicketId'}) ;
>>         unless ( $ticket->id ) {
>>                 $error = "Error loading ticket, maybe invalid ticket 
>> id";
>>                 die $error;
>>         }
>>         unless ($ticket->IsWatcher(Type => 'Requestor', PrincipalId =>
>> $CurrentUser->PrincipalId)) {
>>                         $error = "Permission denied. $requestor is not a
>> requestor for this ticket";
>>                         die $error;
>>         }
>>         my $parser = RT::EmailParser->new();
>>         $parser->ParseMIMEEntityFromScalar($MimeMessage);
>>         my ($val,$msg);
>>         if ( $args{'Status'} && $args{'Status'} ne $ticket->Status ) {
>>                 ( $val, $msg ) = $ticket->SetStatus( $args{'Status'} );
>>                 if ($val == 0) {
>>                         $msg = "Failed to update status";
>>                         die $msg;
>>                 }
>>         }
>>         if ($MimeMessage) {
>>                 ( $val, $msg ) = $ticket->Correspond( MIMEObj =>
>> $parser->Entity,
>>                                                         CcMessageTo  =>
>> $args{'Cc'});
>>                 if ($val == 0) {
>>                         $msg = "Failed to update ticket";
>>                         die $msg;
>>                 }
>>         }
>>         return (SOAP::Data->name('UpdateStatus')->value("OK"));
>> }
>> 1;
>>
>>
>>
>>
>>
>>
>
>



From law at nellymoser.com  Tue Oct 24 11:23:24 2006
From: law at nellymoser.com (Lee Whalen)
Date: Tue, 24 Oct 2006 11:23:24 -0400
Subject: [rt-users] befuddling permissions problem...
Message-ID: <453E2FEC.8020302@nellymoser.com>

   So, I've got this really befuddling permissions problem now with my 
RT 3.6.1 setup.  I've got two queues, and four classes of users.  The 
queues are "Customer/Production" and "Internal IT".  The four classes of 
users are "Users", "Customers", "Product Managers", and "Operations". 
Customers should not be able to see anything but their own tickets in 
the "Customer/Production" queue (they don't even know the Internal IT 
queue exists), "Users" should be able to create tickets in the 
"Customer/Production" queue and in the "Internal IT" queue, but only be 
able to see tickets that they are requestors, watchers, or cc'ers of. 
Production managers should be able to see everything in both queues but 
not comment on them, and Operations should be able to do everything.

   Currently, I've got no rights granted for the queue "Internal IT" for 
the system groups "Everyone, Privileged, and Unprivileged".  CC, Owner, 
AdminCC, and Requestor all have ""ShowTicket", and "ReplyToTicket" 
applied, and Users have "CreateTicket" "ReplyTicket" and "ShowTicket" 
applied.

   With the above permissions, I create a ticket as my user (who is in 
the operations group) and add a user "joe" as a CC.  Unfortunately, that 
user cannot see the ticket I created for him.  However, if he searches 
for the ticket number he can view it no problem.  To the best of my 
knowledge, there are no other permissions applied on a per-user, 
per-group, or per-queue basis, has anyone else experienced something 
like this?


From raghav04 at gmail.com  Tue Oct 24 11:19:40 2006
From: raghav04 at gmail.com (raghav)
Date: Tue, 24 Oct 2006 20:49:40 +0530
Subject: [rt-users] Quick search
Message-ID: <4a8fa2fa0610240819h6fcf1b70k7c1f04b5798e7d7b@mail.gmail.com>

hi ,

I have recently installed RT 3.6.1 on fedora 4. am not able to view mails in
Quick search menu. What might be likely cause for this problem?



thx
raghav
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From jmain at ssmg.org  Tue Oct 24 12:37:22 2006
From: jmain at ssmg.org (Judson Main)
Date: Tue, 24 Oct 2006 12:37:22 -0400
Subject: [rt-users] due date in business hours
Message-ID: <45636.1161707842@ssmg.org>


Well, I went back and rechecked my cut 'n paste job, and it appears
that whatever I changed a week ago is working now.  I'm going to write this
one down to PBKAC.

Wish I could go back and apply this to all of our closed tickets
(for my manager's reports).  Would you happen to know of a solution
for this?  If not, no biggie at all.

Thanks much for this contribution!

Jud.



 On Mon Oct 23 16:55 , 'Roedel, Mark'  sent:

>
>That's my code (or maybe an edited version of it -- I haven't looked at
>changes lately) in the wiki, and we're using it under 3.6.1 -- what sort
>of problems are you having?
>
>--
>Mark Roedel
>Senior Programmer / Analyst
>LeTourneau University
>Longview, Texas  USA
>
>-----Original Message-----
>From: rt-users-bounces at lists.bestpractical.com
>[rt-users-bounces at lists.bestpractical.com','','','')">rt-users-bounces at lists.bestpractical.com] On Behalf Of Judson
>Main
>Sent: Friday, October 20, 2006 1:19 PM
>To: rt-users at lists.bestpractical.com
>Subject: [rt-users] due date in business hours
>
>
>
>
> Is anyone using this under 3.6.1?
>
>I've been noddling with it for a week and can't get it to work.
>
>TIA,
>
>Jud.


From Uli.Staerk at globalways.net  Tue Oct 24 13:28:33 2006
From: Uli.Staerk at globalways.net (Uli Staerk)
Date: Tue, 24 Oct 2006 19:28:33 +0200
Subject: [rt-users] Self Service Security
Message-ID: 

The unprivileged user has currently the following rights:
- ReplyToTicket
- ShowTicket
- ModifySelf

But the user is still able to view *all* tickts from *any* user by
changing the ticket-id in the request url.

How can I fix this security issue, so that the user can only see his own
tickts?


From vadud3 at gmail.com  Tue Oct 24 13:54:53 2006
From: vadud3 at gmail.com (Asif Iqbal)
Date: Tue, 24 Oct 2006 13:54:53 -0400
Subject: [rt-users] Re: Slow Queries
In-Reply-To: 
References: 
Message-ID: 

Here is another query that takes 6.95 secs

Count: 198  Time=6.95s (1377s)  Lock=0.00s (0s)  Rows=1.1 (224),
rt_user[rt_user]@localhost
  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
= 'S')) AND ((Groups_1.Type = 'S')) AND ((main.EffectiveId = main.id))
AND ((main.Status != 'S')) AND ((main.Type = 'S')) AND ( (  (
(Users_3.EmailAddress = 'S') )  ) AND ( (main.Status =
'S')OR(main.Status = 'S') ) )  ORDER BY main.Priority DESC  LIMIT N

Is there a way to improve this?


On 10/9/06, Asif Iqbal  wrote:
> Hi
>
> I am noticing from my slow log file (5 secs) that the following query
> on mysql 4.0.24 is taking a 11 secs
>
> # Query_time: 11  Lock_time: 0  Rows_sent: 299925  Rows_examined: 983836
> use rt3;
> SELECT * FROM Transactions where Transactions.type = 'create';
>
> Now looking at the explain I see
>
> mysql> explain SELECT * FROM Transactions where Transactions.type = 'create';
> +--------------+------+---------------+------+---------+------+--------+-------------+
> | table        | type | possible_keys | key  | key_len | ref  | rows
> | Extra       |
> +--------------+------+---------------+------+---------+------+--------+-------------+
> | Transactions | ALL  | NULL          | NULL |    NULL | NULL | 984572
> | Using where |
> +--------------+------+---------------+------+---------+------+--------+-------------+
>
> It has to go thru about 1 million rows and not using any index.
>
> Is there any index, that I can create, to improve this w/o hurting any
> other query?
>
> --
> Asif Iqbal
> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
>


-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu


From murphy at genome.chop.edu  Tue Oct 24 14:25:51 2006
From: murphy at genome.chop.edu (Kevin Murphy)
Date: Tue, 24 Oct 2006 14:25:51 -0400
Subject: [rt-users] How to specify a custom field in
	$DefaultSearchResultFormat
Message-ID: <453E5AAF.8030101@genome.chop.edu>

Some questions about displaying custom fields in search results:

1) Is this possible to do for queue-specific custom fields without code 
modifications?
2) What's the syntax for use in $DefaultSearchResultFormat in 
RT_SiteConfig.pm?
3) What about if the field name has a space in it?

My impression is that the wiki entries alluding to this functionality 
are a bit obsolete and/or need some clarification.

Thanks,
Kevin Murphy



From jdmeek at edgenet.com  Tue Oct 24 14:30:21 2006
From: jdmeek at edgenet.com (J.D. Meek)
Date: Tue, 24 Oct 2006 13:30:21 -0500
Subject: [rt-users] Search Builder problems
Message-ID: 

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

I have a REALLY strange problem going on.
 
There are a few tickets in the database that cant be located with Query
Builder and don't show up on the quick search results page for the
queue.  It also doesn't show up if I do a Query Builder search on
id=.  

I can enter the ticket number in the Simple Search box and the ticket
will display but if I enter the ticket subject I get nothing.

I have checked the contents in the tickets table and nothing looks out
of place.


Here is a quick rundown of the system...
 
RT-3.6.1 on FreeBSD 6.1 under apache, fastcgi talking to postgres 7.4.13
on remote machine.
 
I am attaching the contents of the system configuration page. 

Any suggestions would be appreciated.

J.D. Meek
Sr. Systems Administrator
Edgenet Inc.
jdmeek at edgenet.com
Office: 615.237.3820
Cell: 615.438.9551
Fax: 615.371.3023

IBM eServer Certified Specialist
 
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-------------- next part --------------
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From andrew at plaintalkit.com  Tue Oct 24 14:58:50 2006
From: andrew at plaintalkit.com (Andrew Hodgson)
Date: Tue, 24 Oct 2006 19:58:50 +0100
Subject: [rt-users] Problem configuring LDAP with AD
In-Reply-To: 
References: 
Message-ID: <453E626A.4040400@plaintalkit.com>

eric.valor at daimlerchrysler.com wrote:
> 
> AFAIK, "inetOrgPerson" doesn't exist in Active Directory.

I've changed it to "user", which is one of the choices I can see in 
ADSIEdit (the others are organizationalPerson, top, person.)

> Use the LDAPAttrMap I posted to the Wiki at 
> http://wiki.bestpractical.com/index.cgi?LdapAttrMap

I have done, thank you for the page. I used this page when I set up the 
LDAP overlay originally.


> In your RT_SiteConfig.pm make sure you have the correct MatchList and base:

Check. My base is an OU (ou=ActiveUsers,dc=domain,dc=local).

> # A list of RT attrs which can uniquely identify a user,
> # # ordered from most to least preferred.
> Set($LdapRTAttrMatchList, ['Name', 'ExternalContactInfoId',
>                            'EmailAddress', 'RealName',
>                            'WorkPhone', 'Address1']

The final entry was set to Address2, so I've changed it to "1".



I've doubled checked the configuration and I still get the 
LDAP_OPERATIONS_ERROR 1. I've tried it with different credentials, and 
different settings for objectClass, but as far as I can see there's no 
effect.

Any further help appreciated,

Andrew


From KFCrocker at lbl.gov  Tue Oct 24 15:27:22 2006
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 24 Oct 2006 12:27:22 -0700
Subject: [rt-users] Search Builder problems
In-Reply-To: 
References: 
Message-ID: <453E691A.30209@lbl.gov>

J.D.


	What are the status's of those tickets? I believe that Deleted tickets 
don't show in a search, unless when searching by ticket #.


Kenn
LBNL

J.D. Meek wrote:
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
> 
> I have a REALLY strange problem going on.
>  
> There are a few tickets in the database that cant be located with Query
> Builder and don't show up on the quick search results page for the
> queue.  It also doesn't show up if I do a Query Builder search on
> id=.  
> 
> I can enter the ticket number in the Simple Search box and the ticket
> will display but if I enter the ticket subject I get nothing.
> 
> I have checked the contents in the tickets table and nothing looks out
> of place.
> 
> 
> Here is a quick rundown of the system...
>  
> RT-3.6.1 on FreeBSD 6.1 under apache, fastcgi talking to postgres 7.4.13
> on remote machine.
>  
> I am attaching the contents of the system configuration page. 
> 
> Any suggestions would be appreciated.
> 
> J.D. Meek
> Sr. Systems Administrator
> Edgenet Inc.
> jdmeek at edgenet.com
> Office: 615.237.3820
> Cell: 615.438.9551
> Fax: 615.371.3023
> 
> IBM eServer Certified Specialist
>  
> -----BEGIN PGP SIGNATURE-----
> Version: GnuPG v1.4.4 (MingW32)
> 
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> -----END PGP SIGNATURE-----
> 
> NOTICE: This email and any attached files are confidential and intended solely for the use of the addressee.  If you have received this email in error, please notify the sender and delete it immediately, without disclosing or using its contents for any purpose.  Edgenet Inc. accepts no liability for any damage caused by any virus transmitted by this email.
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From jdmeek at edgenet.com  Tue Oct 24 15:47:54 2006
From: jdmeek at edgenet.com (J.D. Meek)
Date: Tue, 24 Oct 2006 14:47:54 -0500
Subject: [rt-users] Search Builder problems
In-Reply-To: <453E691A.30209@lbl.gov>
Message-ID: 

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

Both were new.  I opened one of them and checked the search again to
test and it still doesn't show up.

Thanks.

J.D.

- -----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
Sent: Tuesday, October 24, 2006 2:27 PM
To: J.D. Meek
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Search Builder problems

J.D.


	What are the status's of those tickets? I believe that Deleted
tickets don't show in a search, unless when searching by ticket #.


Kenn
LBNL

J.D. Meek wrote:
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
> 
> I have a REALLY strange problem going on.
>  
> There are a few tickets in the database that cant be located with
Query
> Builder and don't show up on the quick search results page for the
> queue.  It also doesn't show up if I do a Query Builder search on
> id=.  
> 
> I can enter the ticket number in the Simple Search box and the ticket
> will display but if I enter the ticket subject I get nothing.
> 
> I have checked the contents in the tickets table and nothing looks out
> of place.
> 
> 
> Here is a quick rundown of the system...
>  
> RT-3.6.1 on FreeBSD 6.1 under apache, fastcgi talking to postgres
7.4.13
> on remote machine.
>  
> I am attaching the contents of the system configuration page. 
> 
> Any suggestions would be appreciated.
> 
> J.D. Meek
> Sr. Systems Administrator
> Edgenet Inc.
> jdmeek at edgenet.com
> Office: 615.237.3820
> Cell: 615.438.9551
> Fax: 615.371.3023
> 
> IBM eServer Certified Specialist
>  
> -----BEGIN PGP SIGNATURE-----
> Version: GnuPG v1.4.4 (MingW32)
> 
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> =rYFD
> -----END PGP SIGNATURE-----
> 
> NOTICE: This email and any attached files are confidential and
intended solely for the use of the addressee.  If you have received this
email in error, please notify the sender and delete it immediately,
without disclosing or using its contents for any purpose.  Edgenet Inc.
accepts no liability for any damage caused by any virus transmitted by
this email.
> 
> 
>
------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
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From jbureau at shaker.k12.nh.us  Tue Oct 24 16:07:21 2006
From: jbureau at shaker.k12.nh.us (Jim Bureau)
Date: Tue, 24 Oct 2006 16:07:21 -0400
Subject: [rt-users] get rid of 'Goto Ticket' option
Message-ID: <453E7279.90808@shaker.k12.nh.us>

ver 3.4.5


Hello,

We would like to get rid of this button (towards the top of the screen) 
for users that have no rights. We would like for our 
'customers/requestors' not to be able to randomly punch in ticket 
numbers to see cases that they are not involved in...

Thanks.
-- 

Jim Bureau
Computer Technician
Shaker Regional School District
e: jbureau at shaker.k12.nh.us
p: 603-267-9223
f:  603-267-9225
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From ted at serreyn.com  Tue Oct 24 16:19:49 2006
From: ted at serreyn.com (Ted Serreyn)
Date: Tue, 24 Oct 2006 15:19:49 -0500
Subject: [rt-users] get rid of 'Goto Ticket' option
In-Reply-To: <453E7279.90808@shaker.k12.nh.us>
Message-ID: <002601c6f7a9$c4b7c770$0e14140a@SNS.local>

IMHO, there are much better ways (and more secure ways) of fixing this
problem.  In my case customers have secure queues and are members of groups
that only have access to their secure queues.  The only difficulty is that
users must be added to the ticket system in order to gain access to their
particular queue.

Ted Serreyn

 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jim Bureau
Sent: Tuesday, October 24, 2006 3:07 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] get rid of 'Goto Ticket' option

ver 3.4.5


Hello,

We would like to get rid of this button (towards the top of the screen) for
users that have no rights. We would like for our 'customers/requestors' not
to be able to randomly punch in ticket numbers to see cases that they are
not involved in...

Thanks.
-- 

Jim Bureau
Computer Technician
Shaker Regional School District
e: jbureau at shaker.k12.nh.us
p: 603-267-9223
f:  603-267-9225



From ruslan.zakirov at gmail.com  Tue Oct 24 16:53:25 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 25 Oct 2006 00:53:25 +0400
Subject: [rt-users] Re: Slow Queries
In-Reply-To: 
References: 
	
Message-ID: <589c94400610241353u2ade50e3vadceab6ac81b54a3@mail.gmail.com>

This is mysql bug that wouldn't be fixed in 4.1 branch, but is fixed
in 5.x. I know how to fix this on RT side, but it's quite hard to
implement a solution and I don't think we'll have enough time for
this. Sorry. See also http://bugs.mysql.com/?id=20182

On 10/24/06, Asif Iqbal  wrote:
> Here is another query that takes 6.95 secs
>
> Count: 198  Time=6.95s (1377s)  Lock=0.00s (0s)  Rows=1.1 (224),
> rt_user[rt_user]@localhost
>   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
> = 'S')) AND ((Groups_1.Type = 'S')) AND ((main.EffectiveId = main.id))
> AND ((main.Status != 'S')) AND ((main.Type = 'S')) AND ( (  (
> (Users_3.EmailAddress = 'S') )  ) AND ( (main.Status =
> 'S')OR(main.Status = 'S') ) )  ORDER BY main.Priority DESC  LIMIT N
>
> Is there a way to improve this?
>
>
> On 10/9/06, Asif Iqbal  wrote:
> > Hi
> >
> > I am noticing from my slow log file (5 secs) that the following query
> > on mysql 4.0.24 is taking a 11 secs
> >
> > # Query_time: 11  Lock_time: 0  Rows_sent: 299925  Rows_examined: 983836
> > use rt3;
> > SELECT * FROM Transactions where Transactions.type = 'create';
> >
> > Now looking at the explain I see
> >
> > mysql> explain SELECT * FROM Transactions where Transactions.type = 'create';
> > +--------------+------+---------------+------+---------+------+--------+-------------+
> > | table        | type | possible_keys | key  | key_len | ref  | rows
> > | Extra       |
> > +--------------+------+---------------+------+---------+------+--------+-------------+
> > | Transactions | ALL  | NULL          | NULL |    NULL | NULL | 984572
> > | Using where |
> > +--------------+------+---------------+------+---------+------+--------+-------------+
> >
> > It has to go thru about 1 million rows and not using any index.
> >
> > Is there any index, that I can create, to improve this w/o hurting any
> > other query?
> >
> > --
> > Asif Iqbal
> > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
> >
>
>
> --
> Asif Iqbal
> PGP Key: 0xE62693C5 KeyServer: pgp.mit.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
>


-- 
Best regards, Ruslan.


From dongarbage at hotmail.com  Tue Oct 24 16:57:19 2006
From: dongarbage at hotmail.com (don garbage)
Date: Tue, 24 Oct 2006 20:57:19 +0000
Subject: [rt-users] RT 3.4.4: problem with page loads
Message-ID: 

Hi,

I'm having a problem with my install of RT on Ubuntu 6.06. I've followed the 
directions here: http://wiki.bestpractical.com/index.cgi?UbuntuInstallGuide

The problem I'm having is that remote users who access my RT installation 
often do not get the entire page. Instead, they get the banner and the 
progress bar shows that only a third (or so) of the page has been received. 
This happens for more than 50% of the time.

I've looked in the apache2 logs and all appears fine. Where else should I 
start looking?

Thanks,
Don




From Uli.Staerk at globalways.net  Tue Oct 24 17:00:59 2006
From: Uli.Staerk at globalways.net (Uli Staerk)
Date: Tue, 24 Oct 2006 23:00:59 +0200
Subject: [rt-users] SelfService: Interface Customization  
Message-ID: 

Selfservice uses the same layout templates as the base RT. Is it
possible to use an alternate stylesheet set for Selfservice? If yes,
how?

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From vadud3 at gmail.com  Tue Oct 24 17:11:55 2006
From: vadud3 at gmail.com (Asif Iqbal)
Date: Tue, 24 Oct 2006 17:11:55 -0400
Subject: [rt-users] Re: Slow Queries
In-Reply-To: <589c94400610241353u2ade50e3vadceab6ac81b54a3@mail.gmail.com>
References: 
	
	<589c94400610241353u2ade50e3vadceab6ac81b54a3@mail.gmail.com>
Message-ID: 

On 10/24/06, Ruslan Zakirov  wrote:
> This is mysql bug that wouldn't be fixed in 4.1 branch, but is fixed
> in 5.x. I know how to fix this on RT side, but it's quite hard to
> implement a solution and I don't think we'll have enough time for
> this. Sorry. See also http://bugs.mysql.com/?id=20182


Currently I am using RT 3.4.5 with mysql  Ver 12.22 Distrib 4.0.24,
for pc-solaris2.10 (i386)

Should I just upgrade the mysql? Is there a recommended way to upgrade
by RT community?

I have 169211 Tickets with 1006257 transactions total on a v20z with
4G real mem


>
> On 10/24/06, Asif Iqbal  wrote:
> > Here is another query that takes 6.95 secs
> >
> > Count: 198  Time=6.95s (1377s)  Lock=0.00s (0s)  Rows=1.1 (224),
> > rt_user[rt_user]@localhost
> >   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
> > = 'S')) AND ((Groups_1.Type = 'S')) AND ((main.EffectiveId = main.id))
> > AND ((main.Status != 'S')) AND ((main.Type = 'S')) AND ( (  (
> > (Users_3.EmailAddress = 'S') )  ) AND ( (main.Status =
> > 'S')OR(main.Status = 'S') ) )  ORDER BY main.Priority DESC  LIMIT N
> >
> > Is there a way to improve this?
> >
> >
> > On 10/9/06, Asif Iqbal  wrote:
> > > Hi
> > >
> > > I am noticing from my slow log file (5 secs) that the following query
> > > on mysql 4.0.24 is taking a 11 secs
> > >
> > > # Query_time: 11  Lock_time: 0  Rows_sent: 299925  Rows_examined: 983836
> > > use rt3;
> > > SELECT * FROM Transactions where Transactions.type = 'create';
> > >
> > > Now looking at the explain I see
> > >
> > > mysql> explain SELECT * FROM Transactions where Transactions.type = 'create';
> > > +--------------+------+---------------+------+---------+------+--------+-------------+
> > > | table        | type | possible_keys | key  | key_len | ref  | rows
> > > | Extra       |
> > > +--------------+------+---------------+------+---------+------+--------+-------------+
> > > | Transactions | ALL  | NULL          | NULL |    NULL | NULL | 984572
> > > | Using where |
> > > +--------------+------+---------------+------+---------+------+--------+-------------+
> > >
> > > It has to go thru about 1 million rows and not using any index.
> > >
> > > Is there any index, that I can create, to improve this w/o hurting any
> > > other query?
> > >
> > > --
> > > Asif Iqbal
> > > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
> > >
> >
> >
> > --
> > Asif Iqbal
> > PGP Key: 0xE62693C5 KeyServer: pgp.mit.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
> >
>
>
> --
> Best regards, Ruslan.
>


-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu


From sgolby at freshdirect.com  Tue Oct 24 18:40:42 2006
From: sgolby at freshdirect.com (Scott Golby)
Date: Tue, 24 Oct 2006 18:40:42 -0400
Subject: [rt-users] Self Service Security
Message-ID: <2D3D2157189440469065F42BBF3F9B3BFC9826@NYC1MS01.lic.corp.freshdirect.com>


> The unprivileged user has currently the following rights:
> - ReplyToTicket
> - ShowTicket
> - ModifySelf

At least in my testing of v3.6.1 ShowTicket turned out to be Show ANY
Ticket.  :-)

What I did was set up the Requestor to have the ability to view their
own ticket.  Go into Configuration, Global, Group Rites, scroll down to
Roles, Requestor - add 'ShowTicket'.  (and take it away from Everyone in
the Global or Queue setup where you put it).

- Scott



From bobg at uic.edu  Tue Oct 24 19:34:41 2006
From: bobg at uic.edu (Bob Goldstein)
Date: Tue, 24 Oct 2006 18:34:41 -0500
Subject: [rt-users] RTFM/RT version question
Message-ID: <200610242334.k9ONYfWg006400@remora.cc.uic.edu>


I'm trying to upgrade from RT 3.4.2/RTFM 2.0.2 
to RT 3.6.1.  Seems I need to upgrade RTFM as well,
so I tried 2.2.0RC4, since the dates seems to be similar.

Kinda works, but not really.  (I'm using the 3.4-retro css
if that matters.)  I never see the content of the articles,
unless I view the history, and there is no box in which
to create content for new articles.

The docs are quite old, no help.

Can someone tell me, is it a version issue,
or maybe I did the upgrade wrong?  (Yes, I realize it's
a Release Candidate :-)  I run multiple RT instances,
so maybe I screwed up the upgrade on that account.

I did run 'migrate-2.0-to-2.1' before running 'make install',
according to the instructions.  I believe that means,
the migrate  script used code from the old RTFM install
when running; don't know if that's relevant.


   bobg


From theillien at yahoo.com  Tue Oct 24 23:00:36 2006
From: theillien at yahoo.com (Mathew Snyder)
Date: Tue, 24 Oct 2006 23:00:36 -0400
Subject: [rt-users] Custom Field Validation Question
Message-ID: <453ED354.3010809@yahoo.com>

I've added to our development server one of the custom field validations
that was posted to the mailing list a while ago by Nick Metrowsky.  The
particular validation I've added is
'(?#DateDDMMYYYY)^(0[1-9]|[12][0-9]|3[01])[-/.](0[1-9]|1[012])[-/.](19|20)\d\d',

The question I have is whether or not I can make it optional as it will
only apply to tickets that involve delivery of things such as hardware
provisioning or application development.

Is there a way to validate the input only if there is something to
validate and ignore it if it is blank?


Thanks,
Mathew Snyder


From ruslan.zakirov at gmail.com  Tue Oct 24 23:10:48 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 25 Oct 2006 07:10:48 +0400
Subject: [rt-users] Custom Field Validation Question
In-Reply-To: <453ED354.3010809@yahoo.com>
References: <453ED354.3010809@yahoo.com>
Message-ID: <589c94400610242010x5dcbd303w9bc33054781d3ce5@mail.gmail.com>

'(?#DateDDMMYYYY)^((0[1-9]|[12][0-9]|3[01])[-/.](0[1-9]|1[012])[-/.](19|20)\d\d)?'

On 10/25/06, Mathew Snyder  wrote:
> I've added to our development server one of the custom field validations
> that was posted to the mailing list a while ago by Nick Metrowsky.  The
> particular validation I've added is
> '(?#DateDDMMYYYY)^(0[1-9]|[12][0-9]|3[01])[-/.](0[1-9]|1[012])[-/.](19|20)\d\d',
>
> The question I have is whether or not I can make it optional as it will
> only apply to tickets that involve delivery of things such as hardware
> provisioning or application development.
>
> Is there a way to validate the input only if there is something to
> validate and ignore it if it is blank?
>
>
> Thanks,
> Mathew Snyder
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.


From theillien at yahoo.com  Tue Oct 24 23:16:59 2006
From: theillien at yahoo.com (Mathew Snyder)
Date: Tue, 24 Oct 2006 23:16:59 -0400
Subject: [rt-users] Custom Field Validation Question
In-Reply-To: <589c94400610242010x5dcbd303w9bc33054781d3ce5@mail.gmail.com>
References: <453ED354.3010809@yahoo.com>
	<589c94400610242010x5dcbd303w9bc33054781d3ce5@mail.gmail.com>
Message-ID: <453ED72B.8050307@yahoo.com>

Excellent!  Thanks.

Mathew Snyder

Ruslan Zakirov wrote:
> '(?#DateDDMMYYYY)^((0[1-9]|[12][0-9]|3[01])[-/.](0[1-9]|1[012])[-/.](19|20)\d\d)?'
> 
> 
> On 10/25/06, Mathew Snyder  wrote:
>> I've added to our development server one of the custom field validations
>> that was posted to the mailing list a while ago by Nick Metrowsky.  The
>> particular validation I've added is
>> '(?#DateDDMMYYYY)^(0[1-9]|[12][0-9]|3[01])[-/.](0[1-9]|1[012])[-/.](19|20)\d\d',
>>
>>
>> The question I have is whether or not I can make it optional as it will
>> only apply to tickets that involve delivery of things such as hardware
>> provisioning or application development.
>>
>> Is there a way to validate the input only if there is something to
>> validate and ignore it if it is blank?
>>
>>
>> Thanks,
>> Mathew Snyder
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
> 
> 


From nathanmace at ucwv.edu  Tue Oct 24 23:44:32 2006
From: nathanmace at ucwv.edu (Mace, Nathan)
Date: Tue, 24 Oct 2006 23:44:32 -0400
Subject: [rt-users] Help Setting Up Fetchmail
Message-ID: <82CF15A60C4C7146A7E23E7613E73EE565072D@iris.ucwv.edu>

I'm running RT on a Windows box.  I downloaded the installer and followed the instructions from http://wiki.bestpractical.com/index.cgi?WindowsOSInstallGuide.  I am running 3.0.12.

 

Everything is going well, except when Fetchmail runs to get mail from the mail server I get the following error:

 

C:\Program Files\OurInternet\Common\fetchmail\bin>type ..\rt-mailgate.conf   | fetchmail.exe -N -d 300 -f -

fetchmail: removing stale lockfile

fetchmail: starting fetchmail 6.2.5 daemon

3 messages for rt at mail.server (12704 octets).

reading message rt at mydomain:1 of 3 (4232 octets) .fetchmail: SIGPIPE thrown

 from an MDA or a stream socket error

fetchmail: socket error while delivering to SMTP host mail.server

fetchmail: Query status=2 (SOCKET)

fetchmail: sleeping at Tue Oct 24 17:18:12 2006

I've changed the name of the mail server and domain for privacy purposes.  I've found many posts on the 'Net about this error message, but I haven't found anything that has helped me.  I did a basic install of CYGWIN, that didn't help.  I downloaded the newest CYGWIN1.dll and replaced the one in my C:\Program Files\OurInternet\Common\fetchmail\bin.  That didn't help.  I've since restored that file to the original version.

I've also tried to access the mail server via POP3 and IMAP, I get the same error each time.  I think it is because of a problem with the MTA that fetchmail is trying to hand the mail off too.  The trouble is I don't know what to do to fix it.  Any help would be appreciated.  Thanks.

Nathan 




From theillien at yahoo.com  Wed Oct 25 00:17:24 2006
From: theillien at yahoo.com (Mathew Snyder)
Date: Wed, 25 Oct 2006 00:17:24 -0400
Subject: [rt-users] Dates Section
Message-ID: <453EE554.6080503@yahoo.com>

I would like to add a custom field that I've created to the Dates
section.  Where do I go to edit this?

Thanks,
Mathew Snyder


From theillien at yahoo.com  Wed Oct 25 00:37:10 2006
From: theillien at yahoo.com (Mathew Snyder)
Date: Wed, 25 Oct 2006 00:37:10 -0400
Subject: [rt-users] Dates Section]
Message-ID: <453EE9F6.2000402@yahoo.com>


The file says it will be removed from 3.6.  I'm using 3.6.1.  Is this
going to be a problem for me?

Mathew Snyder

Ruslan Zakirov wrote:
> html/Ticket/Elements/EditDates and you should hide this CF in
> html/Ticket/Elements/EditCustomFields
> 
> On 10/25/06, Mathew Snyder  wrote:
>> I would like to add a custom field that I've created to the Dates
>> section.  Where do I go to edit this?
>>
>> Thanks,
>> Mathew Snyder
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
> 
> 


-- 
If we don't protect the freedom of speech, how will we know who the
assholes are?
http://theillien.blogspot.com


From theillien at yahoo.com  Wed Oct 25 00:38:48 2006
From: theillien at yahoo.com (Mathew Snyder)
Date: Wed, 25 Oct 2006 00:38:48 -0400
Subject: [rt-users] Dates Section
Message-ID: <453EEA58.10709@yahoo.com>

The file says it will be removed from 3.6.  I'm using 3.6.1.  Is this
going to be a problem for me?

Mathew Snyder

Ruslan Zakirov wrote:
> html/Ticket/Elements/EditDates and you should hide this CF in
> html/Ticket/Elements/EditCustomFields
> 
> On 10/25/06, Mathew Snyder  wrote:
>> I would like to add a custom field that I've created to the Dates
>> section.  Where do I go to edit this?
>>
>> Thanks,
>> Mathew Snyder
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
> 
> 


-- 
If we don't protect the freedom of speech, how will we know who the
assholes are?
http://theillien.blogspot.com


From nathanmace at ucwv.edu  Wed Oct 25 09:46:20 2006
From: nathanmace at ucwv.edu (Mace, Nathan)
Date: Wed, 25 Oct 2006 09:46:20 -0400
Subject: FW: [rt-users] Help Setting Up Fetchmail
Message-ID: <82CF15A60C4C7146A7E23E7613E73EE5F7C8A6@iris.ucwv.edu>

I've found out some more information.  The problem isn't with fetchmail,
it is with the MDA it is trying to hand the mail off to.  I am using
rt-mailgate.conf as my fetchmailrc file.  I've pasted the relevant line
below:

username username password password mda
"c:/Progra~1/OurInternet/Common/perl/bin/perl.exe
c:/Progra~1/Ourinternet/Reques~1/rt/bin/rt-mailgate.in --url
http://localhost:8284 --queue GENERAL --action correspond"

All of the RT software is running on this box, so localhost should
resolve just fine.  Does anyone know why this won't work?

Nathan

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mace,
Nathan
Sent: Tuesday, October 24, 2006 11:45 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Help Setting Up Fetchmail

I'm running RT on a Windows box.  I downloaded the installer and
followed the instructions from
http://wiki.bestpractical.com/index.cgi?WindowsOSInstallGuide.  I am
running 3.0.12.

 

Everything is going well, except when Fetchmail runs to get mail from
the mail server I get the following error:

 

C:\Program Files\OurInternet\Common\fetchmail\bin>type
..\rt-mailgate.conf   | fetchmail.exe -N -d 300 -f -

fetchmail: removing stale lockfile

fetchmail: starting fetchmail 6.2.5 daemon

3 messages for rt at mail.server (12704 octets).

reading message rt at mydomain:1 of 3 (4232 octets) .fetchmail: SIGPIPE
thrown

 from an MDA or a stream socket error

fetchmail: socket error while delivering to SMTP host mail.server

fetchmail: Query status=2 (SOCKET)

fetchmail: sleeping at Tue Oct 24 17:18:12 2006

I've changed the name of the mail server and domain for privacy
purposes.  I've found many posts on the 'Net about this error message,
but I haven't found anything that has helped me.  I did a basic install
of CYGWIN, that didn't help.  I downloaded the newest CYGWIN1.dll and
replaced the one in my C:\Program
Files\OurInternet\Common\fetchmail\bin.  That didn't help.  I've since
restored that file to the original version.

I've also tried to access the mail server via POP3 and IMAP, I get the
same error each time.  I think it is because of a problem with the MTA
that fetchmail is trying to hand the mail off too.  The trouble is I
don't know what to do to fix it.  Any help would be appreciated.
Thanks.

Nathan 


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

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


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


From rt-users at jimmo.com  Wed Oct 25 09:06:22 2006
From: rt-users at jimmo.com (James Mohr)
Date: Wed, 25 Oct 2006 15:06:22 +0200
Subject: [rt-users] Problems with fresh install of rt-3.4.6
Message-ID: <200610251506.22928.rt-users@jimmo.com>

Hi All!

I am running on SUSE LINUX 10.0. First I ran

./configure --prefix=/data/web/public_html/rt/ --with-db-rt-pass=rtpassword 
--with-web-group=www  --with-web-user=webuser

Then, after repeatedly running make fixdeps and having to install the Cache 
module by hand, make testdeps says "Everything was found.", so I would think 
I should to believe this. make install gives me "Congratulations. RT has been 
installed." I copy RT_Config.pm to RT_SiteConfig.pm and change the DB user 
and password. I then run mysql to add the user and set the password. 

Running make initialize-database as root (i.e. "a user with permission to read 
RT's configuration file"), I get 

Can't locate UNIVERSAL/require.pm in @INC (@INC 
contains: /data/home/homejimmo/public_html/rt/lib /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 .) 
at /data/home/homejimmo/public_html/rt/lib/RT/Interface/Email.pm line 53.

Followed by a long list of "Compilation failed in require" lines.  (I can 
provide these if necessary).  I find no "require.pm" anywhere on the system. 

find / -type f -name require.pm shows nothing. 

I did a search on the RT wiki for "require.pm" and found "0 Pages". 

On the ManualInstallation page on the wiki it says:

5.2 Drop DB if something goes wrong

If the make fails, type: 
make dropdb

fix whatever's broken, and start over from step "init DB" step.

Sorry, but that was not very helpful. I googled on "require.pm request 
tracker" as well as "UNIVERSAL/require.pm" and found liltte useful 
information. After using cpan to install the UNIVERSAL::require package, I 
was able to run make initialize-database successully. At least it seems to be 
successful.

I have looked through the available doc and despite the message "Everything 
was found", things were missing. Is this a bug in the installation?

Regards,

Jim Mohr
-- 
---------------------------------------
"Be more concerned with your character than with your reputation. Your
character is what you really are while your reputation is merely what others
think you are." -- John Wooden
---------------------------------------
Be sure to visit the Linux Tutorial:  http://www.linux-tutorial.info
---------------------------------------
NOTE: All messages sent to me in response to my posts to newsgroups, forums 
or mailing-lists are subject to reposting.


From panu at colorplaza.com  Wed Oct 25 09:54:30 2006
From: panu at colorplaza.com (Panu)
Date: Wed, 25 Oct 2006 15:54:30 +0200
Subject: [rt-users] Re: RTFM/RT version question
In-Reply-To: <20061025134902.781E14D8231@diesel.bestpractical.com>
References: <20061025134902.781E14D8231@diesel.bestpractical.com>
Message-ID: <453F6C96.8090103@colorplaza.com>

> I'm trying to upgrade from RT 3.4.2/RTFM 2.0.2 
> to RT 3.6.1.  Seems I need to upgrade RTFM as well,
> so I tried 2.2.0RC4, since the dates seems to be similar.
> 
> Kinda works, but not really.  (I'm using the 3.4-retro css
> if that matters.)  I never see the content of the articles,
> unless I view the history, and there is no box in which
> to create content for new articles.

We had the same problem, unfortunately we couldn't leave out a possible 
upgrade error so I ended up reinstalling rtfm from scratch and then 
inputting all old articles by hand. Luckily we didn't have that many...

It would be nice to know a possible solution in case we have problems 
upgrading to the final version.

Panu


From kazimieras.aliulis at sc.vu.lt  Wed Oct 25 10:06:45 2006
From: kazimieras.aliulis at sc.vu.lt (Kazimieras Aliulis)
Date: Wed, 25 Oct 2006 17:06:45 +0300
Subject: [rt-users] could not find component for path
	'EditCustomFieldCombobox'
In-Reply-To: <200610241127.15356.kazimieras.aliulis@sc.vu.lt>
References: <200610241127.15356.kazimieras.aliulis@sc.vu.lt>
Message-ID: <200610251706.46044.kazimieras.aliulis@sc.vu.lt>

Hello again;)

I upgraded my RT to 3.6.1. Comboboxes here works well, but in first "RT at a 
glance" page I get wrong URLS to tickets I own. A $WebPath is not appended to 
server name. Can anyone tell how to solve this? Please. 

On Tuesday 24 October 2006 11:27, Kazimieras Aliulis wrote:

> Hello,
>
> when I try to edit a ticket with a custom field "Combobox" RT outputs an
> error. Other custom fields work well. Can someone give some advice what can
> be wrong? RT version 3.4.6.
>
> Thanks for any help,
> Kazimieras

-- 
Kazimieras Aliulis
VU Skai?iavimo centro
programuotojas

+370 5 236 6229 
mailto:kazimieras.aliulis at sc.vu.lt
http://www.sc.vu.lt


From rt-users at jimmo.com  Wed Oct 25 10:40:25 2006
From: rt-users at jimmo.com (James Mohr)
Date: Wed, 25 Oct 2006 16:40:25 +0200
Subject: [rt-users] RT demo and install issues
Message-ID: <200610251640.26373.rt-users@jimmo.com>

Hi All!

I looked through the Best Practical site and found neither an installed demo 
of RT nor an rpm. Obviously if RT needs to have the latest and greatest of 
dozens of different perl modules, it makes creating an RPM problematic. To me 
this begs the question of whether it is absolutely necessary to be on the 
bleeding edge like that. Any input is appreaciated.

Regards,

Jim Mohr
-- 
---------------------------------------
"Be more concerned with your character than with your reputation. Your
character is what you really are while your reputation is merely what others
think you are." -- John Wooden
---------------------------------------
Be sure to visit the Linux Tutorial:  http://www.linux-tutorial.info
---------------------------------------
NOTE: All messages sent to me in response to my posts to newsgroups, forums 
or mailing-lists are subject to reposting.


From rcarvajal at miami.edu  Wed Oct 25 11:02:54 2006
From: rcarvajal at miami.edu (Carvajal, Roberto A.)
Date: Wed, 25 Oct 2006 11:02:54 -0400
Subject: [rt-users] Problems Receiving mail
Message-ID: 

We are having problems configuring sendmail to receive mail via an alias
@ the domain name (i.e. general at domain.com). We are however able to
receive mails that go to general at 10.0.0.0. 

 

Also, we are trying to configure the queues to send mails to users in
groups that are assigned as watchers and rt doesn't seem to be copying
them.

 

Roberto Carvajal

IT Security

University of Miami

305-986-3398

 

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From Silvana.Giberti at esa.int  Wed Oct 25 12:24:47 2006
From: Silvana.Giberti at esa.int (Silvana.Giberti at esa.int)
Date: Wed, 25 Oct 2006 18:24:47 +0200
Subject: [rt-users] RT 3.4.5 Problems on custom fields in Query Builder 
Message-ID: 

I'm having problems performing searches with Query Builder using Custom 
Fields.

When I run the search, no values are displayed  for custom fields. 

The query itself doesn't looks right in Query Builder: when adding 
mandatory custom fields in the Show Columns list, they get extra 
characters, incremented evry time you add any other entry in the list.

This is an example:
CustomField: {T_Type (mandatory)}  --> when added to the list, it first 
shows up normally as "CustomField: {T_Type (mandatory)}"
but the next time I add anything to the list, that row will change into 
--->                       "CustomField: {T_Type ( mandatory )}"
and the next insert again        --->              "CustomField: {T_Type 
&#40; mandatory &#41;}"
and so on.

I also tried to fix the query with the "Advanced" feature, but, after 
running the search, I get the same output in the Show Columns list of 
Query Builder.

The custom fields are defined global for tickets in all queues.

(RT 3.4.5, MySQL 4.1.12)

Does anyone have an idea of what to do in order to get the right output 
from the Query Builder?

Silvana
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From ruslan.zakirov at gmail.com  Wed Oct 25 12:55:50 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 25 Oct 2006 20:55:50 +0400
Subject: [rt-users] RT demo and install issues
In-Reply-To: <200610251640.26373.rt-users@jimmo.com>
References: <200610251640.26373.rt-users@jimmo.com>
Message-ID: <589c94400610250955v307fbc4mcaa3a126ee89c5ad@mail.gmail.com>

http://rt3.fsck.com
http://wiki.bestpractical.com/?InstallationGuides

On 10/25/06, James Mohr  wrote:
> Hi All!
>
> I looked through the Best Practical site and found neither an installed demo
> of RT nor an rpm. Obviously if RT needs to have the latest and greatest of
> dozens of different perl modules, it makes creating an RPM problematic. To me
> this begs the question of whether it is absolutely necessary to be on the
> bleeding edge like that. Any input is appreaciated.
>
> Regards,
>
> Jim Mohr
> --
> ---------------------------------------
> "Be more concerned with your character than with your reputation. Your
> character is what you really are while your reputation is merely what others
> think you are." -- John Wooden
> ---------------------------------------
> Be sure to visit the Linux Tutorial:  http://www.linux-tutorial.info
> ---------------------------------------
> NOTE: All messages sent to me in response to my posts to newsgroups, forums
> or mailing-lists are subject to reposting.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.


From rt-users at jimmo.com  Wed Oct 25 17:57:29 2006
From: rt-users at jimmo.com (James Mohr)
Date: Wed, 25 Oct 2006 23:57:29 +0200
Subject: [rt-users] RT demo and install issues
In-Reply-To: <589c94400610250955v307fbc4mcaa3a126ee89c5ad@mail.gmail.com>
References: <200610251640.26373.rt-users@jimmo.com>
	<589c94400610250955v307fbc4mcaa3a126ee89c5ad@mail.gmail.com>
Message-ID: <200610252357.29943.rt-users@jimmo.com>

Thanks for the info. Maybe I can't see the forest for the trees, but I do no 
see anywhere to download an RPM. There are instruction on installing the RPM, 
but the RPM install page simply says:

RT's three step install procedure: 
 1) Download the file:

But no file is listed. On the Best Practical site, all I find are source 
installs.

As for the demo, I do not find any information about which username and 
password to use. Where can I find this info?

On Wednesday 25 October 2006 18:55, Ruslan Zakirov wrote:
> http://rt3.fsck.com
> http://wiki.bestpractical.com/?InstallationGuides
>
> On 10/25/06, James Mohr  wrote:
> > Hi All!
> >
> > I looked through the Best Practical site and found neither an installed
> > demo of RT nor an rpm. Obviously if RT needs to have the latest and
> > greatest of dozens of different perl modules, it makes creating an RPM
> > problematic. To me this begs the question of whether it is absolutely
> > necessary to be on the bleeding edge like that. Any input is
> > appreaciated.
> >
> > Regards,
> >
> > Jim Mohr
> > --
> > ---------------------------------------
> > "Be more concerned with your character than with your reputation. Your
> > character is what you really are while your reputation is merely what
> > others think you are." -- John Wooden
> > ---------------------------------------
> > Be sure to visit the Linux Tutorial:  http://www.linux-tutorial.info
> > ---------------------------------------
> > NOTE: All messages sent to me in response to my posts to newsgroups,
> > forums or mailing-lists are subject to reposting.
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com

-- 
---------------------------------------
"Be more concerned with your character than with your reputation. Your
character is what you really are while your reputation is merely what others
think you are." -- John Wooden
---------------------------------------
Be sure to visit the Linux Tutorial:  http://www.linux-tutorial.info
---------------------------------------
NOTE: All messages sent to me in response to my posts to newsgroups, forums 
or mailing-lists are subject to reposting.


From michael.liebman at gmail.com  Wed Oct 25 18:28:11 2006
From: michael.liebman at gmail.com (Michael S. Liebman)
Date: Wed, 25 Oct 2006 18:28:11 -0400
Subject: [rt-users] RT demo and install issues
In-Reply-To: <200610252357.29943.rt-users@jimmo.com>
References: <200610251640.26373.rt-users@jimmo.com>	<589c94400610250955v307fbc4mcaa3a126ee89c5ad@mail.gmail.com>
	<200610252357.29943.rt-users@jimmo.com>
Message-ID: <453FE4FB.707@gmail.com>

On 10/25/2006 5:57 PM, James Mohr wrote:
> As for the demo, I do not find any information about which username and 
> password to use. Where can I find this info?

guest/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"


From richard at merula.net  Wed Oct 25 19:09:55 2006
From: richard at merula.net (Richard J Palmer)
Date: Thu, 26 Oct 2006 00:09:55 +0100
Subject: [rt-users] Auto adding *most* cc recipients
Message-ID: <20061026000754.5809.RICHARD@merula.net>

We are using RT 3.4.5  here and have one small question.

In the case of most emails we want the cc contacts added to a ticket so
they get any reply to the ticket -- and this works fine.

Howerver there are 1 or 2 addresses we want to stop being added (or at
least getting the emails).

Isthere any way this can eaily be set (or can the auto adding cc's be
set on a per queue basis ?

Thanks!
-- 
Richard Palmer
Merula Limited
http://www.merula.net



From justin at cityfone.net  Wed Oct 25 20:33:08 2006
From: justin at cityfone.net (Justin Zygmont)
Date: Wed, 25 Oct 2006 17:33:08 -0700
Subject: [rt-users] rhel4 cpan problem
Message-ID: <45400244.1080809@cityfone.net>

I don;t remember running into this before, I am just using update3, so 
it should be fine..

# perl -MCPAN -e 'i Module::Signature'
Can't locate object method "i" via package "Module::Signature" at -e line 1.

is there a reason for this?  I can't seem to install Module::Build 
without it.



Thanks,



From marouane.himdi at kereval.com  Wed Oct 25 04:46:10 2006
From: marouane.himdi at kereval.com (Marouane Himdi)
Date: Wed, 25 Oct 2006 10:46:10 +0200
Subject: [rt-users] setting a 'default cc' on a queue,
	and letting userschange their own passwords...
In-Reply-To: <453D1032.3000806@lbl.gov>
Message-ID: <004a01c6f812$05654320$750aa8c0@pcmhi>

Hi Lee
What Kenneth suggested to you is the best way to do that, but you can also
try this scrip.

------- cleanup code -------------

my $Actor = "support at company.com";

my ($success, $msg)= $self->TicketObj->AddWatcher(
                               Type => "Requestor",
                               Email => $Actor);
 
if (! $success) {
   $RT::Logger->info($msg);
   return undef;
  } 


return 1;


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


Best regards 

Marouane 
-----Message d'origine-----
De?: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] De la part de Kenneth
Crocker
Envoy??: lundi 23 octobre 2006 20:56
??: Lee Whalen
Cc?: rt-users at lists.bestpractical.com
Objet?: Re: [rt-users] setting a 'default cc' on a queue, and letting
userschange their own passwords...

Lee,


	Have you tried creating a group with the required address and then 
making that group a "cc" watcher for a Queue? Then you could just create 
a notification scrip for "cc". As to you second question, have you tried 
"ModifySelf" as a global right for "Privileged" users?


Kenn
LBNL

Lee Whalen wrote:
>   Greetings everyone, thank you all for your invaluable help so far. 
> I've got just a couple final questions, then I promse I'll STFU for 
> awhile and lurk on the list to see if I can help out others.  My latest 
> questions with RT are: is it possible to set up a default/automatically 
> applied CC address for new tickets?  It'd be great if whenever a person 
> created a ticket that the email "support at somecompany.com" would be 
> automagically added to the requestors.
> 
>   Second question: is there a permission I can grant on individual users 
> (or even entire groups) that would allow the individual users to change 
> their own passwords?  I thought it was ModifyOwnMembership on the custom 
> group they belong to ("Users" in this case), but it appears that I'm 
> mistaken.  Has anyone else been able to set this up?
> 
> Many thanks!
> --Lee
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy 
> a copy at http://rtbook.bestpractical.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



From torsten.brumm at googlemail.com  Thu Oct 26 03:24:36 2006
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Thu, 26 Oct 2006 09:24:36 +0200
Subject: [rt-users] rhel4 cpan problem
In-Reply-To: <45400244.1080809@cityfone.net>
References: <45400244.1080809@cityfone.net>
Message-ID: 

perl -MCPAN -e 'install Module::Signature' will run,.

2006/10/26, Justin Zygmont :
>
> I don;t remember running into this before, I am just using update3, so
> it should be fine..
>
> # perl -MCPAN -e 'i Module::Signature'
> Can't locate object method "i" via package "Module::Signature" at -e line
> 1.
>
> is there a reason for this?  I can't seem to install Module::Build
> without it.
>
>
>
> Thanks,
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
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From rt-users at jimmo.com  Thu Oct 26 03:28:06 2006
From: rt-users at jimmo.com (James Mohr)
Date: Thu, 26 Oct 2006 09:28:06 +0200
Subject: [rt-users] RT demo and install issues
In-Reply-To: <453FDF1F.4030904@gmail.com>
References: <200610251640.26373.rt-users@jimmo.com>
	<200610252357.29943.rt-users@jimmo.com>
	<453FDF1F.4030904@gmail.com>
Message-ID: <200610260928.07087.rt-users@jimmo.com>

On Thursday 26 October 2006 00:03, you wrote:
> James Mohr wrote:
> > Thanks for the info. Maybe I can't see the forest for the trees, but I do
> > no see anywhere to download an RPM. There are instruction on installing
> > the RPM, but the RPM install page simply says:
> >
> > RT's three step install procedure:
> >  1) Download the file:
> >
> > But no file is listed. On the Best Practical site, all I find are source
> > installs.
> >
> > As for the demo, I do not find any information about which username and
> > password to use. Where can I find this info?
>
> search rpmfind.net

So that I understand this correctly, Best Practical does not provide this RPM 
(at least not directly). Is that correct? The RT Wiki on the Best Practical 
site explains how to install an RPM, but does not provide the RPM nor does it 
tell you how to get it. Is that correct? 

From what I see on rpmfind.net, the RPMs are available from RedHat and not 
Best Practical. I also googled a couple of references that seemed to indicate 
that RedHat is including RT. Can anyone point me to a link that details in 
which RH products RT is included? Were these RPMs created by Best Practical 
and provided to RedHat or did RedHat create them on their own? If created by 
RedHat how does Best Practical relate to these? Are they still considered 
"official" versions?

I downloaded a couple of the the RPMs from rpmfind via the links on the left 
side of the list (which takes you to the details page) and they all appear to 
be source files, not the product install. They extract a tgz-file 
into /usr/src/packages/SOURCES/. With all of the links on the right side I 
get "cannot read FILENAME". Other files on this page work, so I do not see it 
as a general problem, but rather a problem with these specific files.

Has anyone here actually tried these RPMs? Since I already spent a couple of 
hours installing all of the perl dependencies I am naturally curious what 
will happen when one tries to install the RPMS. The source RPMs that I 
downloaded do not appear to contain any Perl modules, so it would seem to me 
that at least with these RPMs, so work is saved by downloadin the RPMs. Does 
anyone know what is contained in the product RPMs? 

Regards,

Jim Mohr
-- 
---------------------------------------
"Be more concerned with your character than with your reputation. Your
character is what you really are while your reputation is merely what others
think you are." -- John Wooden
---------------------------------------
Be sure to visit the Linux Tutorial:  http://www.linux-tutorial.info
---------------------------------------
NOTE: All messages sent to me in response to my posts to newsgroups, forums 
or mailing-lists are subject to reposting.


From rt-users at jimmo.com  Thu Oct 26 05:06:52 2006
From: rt-users at jimmo.com (James Mohr)
Date: Thu, 26 Oct 2006 11:06:52 +0200
Subject: [rt-users] Users, groups and queries
Message-ID: <200610261106.52979.rt-users@jimmo.com>

Hi All!

I create a user named "jimmo". I then click "configuration-> users->select 
users. I have a list of "Privileged users" but this user does not appear. 
Digging through the documentation I discovered that that "Privileged users" 
means that the person is not only allowed to create tickets but actually use 
the product. It seems that the only way to get access to a non-priviledged 
user is to search for it. When I try to search without any criterial, I get 
the list of "Privileged users". Is there any way to get a list of all users?

When assigning group membership, the only way you can do it is through the 
group. That is, if you have 10 groups and you create a new employee 
("Privileged user") you must go through all 10 group individually to assign 
this user to all of the groups. Is that correct? 

Is there any way of assigning "all rights" on a particular queue to a specific 
group? Is there any way of assigning "blocks" of rights (other than selecting 
them individually) ?For example, it does not seem logically to me that 
someone can be the owner of call without being able to modify it. So I would 
like to be able to allow a user to assign a block like "administer ticket", 
which would allow me to do thing to the ticket. 

I assigned a ticket to a particular user and now want to assign it to a 
different user. However, I get the message "You can only reassign tickets 
that you own or that are unowned." This is assigned to the queue Network and 
members of the Network group have rights to Steal and Take the ticket. In 
fact, the group has all rights to the queue. I am doing this as the root 
user, so my assumption would be that by default this user has the right to do 
everything. In any event, the root user has all rights to this queue. I have 
tried to assign the ticket to both root and a different user with the same 
results. 

I googled on this error and found many others with ?the same problem (mostly 
older version). One refences pointed me to the TicketOwnershipPermissions 
page on the RTWiki. Reading through the page seems to indicate that I should 
be able to re-assign the call, but still I cannot.

When I click on either "Tickets", "New Query" or "Query Builder", I am brought 
to what appears to be the exact same screen. This does not seem logical to 
me. Why would there be three links, one right after the other that brings you 
to the same screen?

Regards,

Jim Mohr
-- 
---------------------------------------
"Be more concerned with your character than with your reputation. Your
character is what you really are while your reputation is merely what others
think you are." -- John Wooden
---------------------------------------
Be sure to visit the Linux Tutorial:  http://www.linux-tutorial.info
---------------------------------------
NOTE: All messages sent to me in response to my posts to newsgroups, forums 
or mailing-lists are subject to reposting.


From marouane.himdi at kereval.com  Thu Oct 26 05:27:40 2006
From: marouane.himdi at kereval.com (Marouane Himdi)
Date: Thu, 26 Oct 2006 11:27:40 +0200
Subject: [rt-users] Users, groups and queries
In-Reply-To: <200610261106.52979.rt-users@jimmo.com>
Message-ID: <000101c6f8e0$fb7db480$750aa8c0@pcmhi>

Try Rights Matrix, an extension of RT which aims to facilitate managing
rights. 
You can install it as a module CPAN from
http://search.cpan.org/~htchapman/RTx-RightsMatrix-0.03.00/lib/RTx/RightsMat
rix.pm 

Best regards 

Marouane HIMDI





group -----Message d'origine-----
De?: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] De la part de James Mohr
Envoy??: jeudi 26 octobre 2006 11:07
??: rt-users at lists.bestpractical.com
Objet?: [rt-users] Users, groups and queries

Hi All!

I create a user named "jimmo". I then click "configuration-> users->select 
users. I have a list of "Privileged users" but this user does not appear. 
Digging through the documentation I discovered that that "Privileged users" 
means that the person is not only allowed to create tickets but actually use

the product. It seems that the only way to get access to a non-priviledged 
user is to search for it. When I try to search without any criterial, I get 
the list of "Privileged users". Is there any way to get a list of all users?

When assigning group membership, the only way you can do it is through the 
group. That is, if you have 10 groups and you create a new employee 
("Privileged user") you must go through all 10 group individually to assign 
this user to all of the groups. Is that correct? 

Is there any way of assigning "all rights" on a particular queue to a
specific 
group? Is there any way of assigning "blocks" of rights (other than
selecting 
them individually) ?For example, it does not seem logically to me that 
someone can be the owner of call without being able to modify it. So I would

like to be able to allow a user to assign a block like "administer ticket", 
which would allow me to do thing to the ticket. 

I assigned a ticket to a particular user and now want to assign it to a 
different user. However, I get the message "You can only reassign tickets 
that you own or that are unowned." This is assigned to the queue Network and

members of the Network group have rights to Steal and Take the ticket. In 
fact, the group has all rights to the queue. I am doing this as the root 
user, so my assumption would be that by default this user has the right to
do 
everything. In any event, the root user has all rights to this queue. I have

tried to assign the ticket to both root and a different user with the same 
results. 

I googled on this error and found many others with ?the same problem (mostly

older version). One refences pointed me to the TicketOwnershipPermissions 
page on the RTWiki. Reading through the page seems to indicate that I should

be able to re-assign the call, but still I cannot.

When I click on either "Tickets", "New Query" or "Query Builder", I am
brought 
to what appears to be the exact same screen. This does not seem logical to 
me. Why would there be three links, one right after the other that brings
you 
to the same screen?

Regards,

Jim Mohr
-- 
---------------------------------------
"Be more concerned with your character than with your reputation. Your
character is what you really are while your reputation is merely what others
think you are." -- John Wooden
---------------------------------------
Be sure to visit the Linux Tutorial:  http://www.linux-tutorial.info
---------------------------------------
NOTE: All messages sent to me in response to my posts to newsgroups, forums 
or mailing-lists are subject to reposting.
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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


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



From rfh at pipex.net  Thu Oct 26 05:44:06 2006
From: rfh at pipex.net (Roy El-Hames)
Date: Thu, 26 Oct 2006 10:44:06 +0100
Subject: [rt-users] content search is a problem
Message-ID: <45408366.80002@pipex.net>

Hi;
the system is rt-3.6.1, mysql Distrib 5.1.12-beta, apach2 and mod_perl 
2,dbix 1.45
the hardware web server intel 3.2 G processor 4G memory and 1 db server 
athlon 2 dual core 2.2 G proc and 16 G memory
The system is optimised, and all functionality is fairly quick and 
smooth with the exception of content searches, a query like :
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 ((main.Created > '2006-07-14 23:00:00') AND (main.Queue != '132') 
AND (main.Status != 'rejected') AND (main.id > '178000') AND  ( 
(main.Subject LIKE '%my text%') OR  ( (Attachments_2.Content LIKE 
'%mytext%') AND (Attachments_2.TransactionId = Transactions_1.id) AND 
(main.id = Transactions_1.ObjectId) )  ) ) just hangs and not return 
anything and in the process effect the performance for other users an 
explain of the query :
-------------+
| id | select_type | table          | type  | 
possible_keys                                        | key           | 
key_len | ref   | rows    | Extra                    |
+----+-------------+----------------+-------+------------------------------------------------------+---------------+---------+-------+---------+--------------------------+
|  1 | SIMPLE      | main           | range | 
PRIMARY,Tickets1,Tickets3,Tickets4,Tickets5,Tickets6 | PRIMARY       | 
4       | NULL  |   83328 | Using where              |
|  1 | SIMPLE      | Transactions_1 | ref   | 
PRIMARY,Transactions1,Transactions2                  | Transactions1 | 
66      | const | 1894666 | Using where; Using index |
|  1 | SIMPLE      | Attachments_2  | ALL   | 
Attachments2                                         | NULL          | 
NULL    | NULL  | 7134357 | Using where              |

I am not sure what can be done to improve this, we have 230000 tickets 
and the attachments table have  1774299 rows and 5G in size, we 
partitioned the atatchments table into 100000 row segments , which 
improved everything else but I feel slows the content searching, has 
anyone got any ideas?? any help will truly be appreciated.
Regards;
Roy



From Jason.Doller at ilab.co.za  Thu Oct 26 06:16:53 2006
From: Jason.Doller at ilab.co.za (Jason Doller)
Date: Thu, 26 Oct 2006 12:16:53 +0200
Subject: [rt-users] Problem with 3.4.6 install on Ubuntu 6.06 -
	UNIVERSAL:rewuire
Message-ID: 

Although the installer told me all dependencies were satisfied, RT wouldn?t work until I installed UNIVERSAL::require

All seems find now.  (Also see http://www.gossamer-threads.com/lists/rt/users/60767?do=post_view_threaded)

Jason


From Jason.Doller at ilab.co.za  Thu Oct 26 06:14:19 2006
From: Jason.Doller at ilab.co.za (Jason Doller)
Date: Thu, 26 Oct 2006 12:14:19 +0200
Subject: [rt-users] Problems with Ubuntu 6.06 repository install of RT -
	FIXED
Message-ID: 

An embedded and charset-unspecified text was scrubbed...
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URL: 
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From rt-users at jimmo.com  Thu Oct 26 06:52:34 2006
From: rt-users at jimmo.com (James Mohr)
Date: Thu, 26 Oct 2006 12:52:34 +0200
Subject: [rt-users] Problem with 3.4.6 install on Ubuntu 6.06 -
	UNIVERSAL:rewuire
In-Reply-To: 
References: 
Message-ID: <200610261252.34702.rt-users@jimmo.com>

On Thursday 26 October 2006 12:16, Jason Doller wrote:
> Although the installer told me all dependencies were satisfied, RT wouldn?t
> work until I installed UNIVERSAL::require
>
> All seems find now.  (Also see
> http://www.gossamer-threads.com/lists/rt/users/60767?do=post_view_threaded)
>
> Jason

Do we dare use the "B" word?

Jim Mohr


-- 
---------------------------------------
"Be more concerned with your character than with your reputation. Your
character is what you really are while your reputation is merely what others
think you are." -- John Wooden
---------------------------------------
Be sure to visit the Linux Tutorial:  http://www.linux-tutorial.info
---------------------------------------
NOTE: All messages sent to me in response to my posts to newsgroups, forums 
or mailing-lists are subject to reposting.


From rfh at pipex.net  Thu Oct 26 11:45:12 2006
From: rfh at pipex.net (Roy El-Hames)
Date: Thu, 26 Oct 2006 16:45:12 +0100
Subject: [rt-users] Read only db for select (cluster on the cheap)
Message-ID: <4540D808.1040200@pipex.net>

Hi;
RT 3.6.1 and and a pair of mysql 5 servers
I 've setup my system so it talks to a replicated db pair, where the 
slave for read only operations, now most of my select actions 
(Mytickets, MyRequests, Results.html) uses the slave server , so normal 
ticketing operations are not effected by long searches, I am putting the 
changes below to you smart people to see if anyone can spot something I 
missed that may cause problems down the line , I would appreciate any ideas.
I have made the following changes:
in RT_SiteConfig added the following variables:

# {{{ Read Only Database Configuration
Set($RO_DatabaseHost   , 'slave db');
#The name of the database user (inside the database)
Set($RO_DatabaseUser , 'rt user');
# Password the DatabaseUser should use to access the database
Set($RO_DatabasePassword , 'rt password');
# The name of the RT's database on your database server
Set($RO_DatabaseName , 'rt3');

Changed in SearchBuilder.pm, the _Init function to :
# {{{ sub _Init
sub _Init  {
    my $self = shift;
    $RT::Logger->err("Getting to SearchBuilder.pm");
    $self->{'user'} = shift;
    my $ro_db = shift;
    unless(defined($self->CurrentUser)) {
        use Carp;
        Carp::confess("$self was created without a CurrentUser");
        $RT::Logger->err("$self was created without a CurrentUser");
        return(0);
    }
#CHANGE => USED FOR 2nd DB FOR SEARCH ELEMENTS
    if ($ro_db) {
         $RT::Logger->err("Getting to SearchBuilder.pm and highlted ro_db");
         my $handle = DBIx::SearchBuilder::Handle->new();
         $handle->Connect( 'Driver'   => "mysql",
                'Database' => $RT::RO_DatabaseName,
                'Host'     => $RT::RO_DatabaseHost,
                'User'     => $RT::RO_DatabaseUser,
                'Password' => $RT::RO_DatabasePassword);
        $self->SUPER::_Init( 'Handle' => $handle);
        # Setup al;ternate DB handle in config and use tha tisntead
     } else {
        $self->SUPER::_Init( 'Handle' => $RT::Handle);
     }
## END CHANGE
}
# }}}

And applied changes to where ever there are read only operations (ie 
MyTickets as example ) changing :
$MyTickets = new RT::Tickets ($session{'CurrentUser'});
to:
$MyTickets = RT::Tickets->new($session{'CurrentUser'},"+ro");

Roy


From dtikhonov at vonage.com  Thu Oct 26 11:59:30 2006
From: dtikhonov at vonage.com (Dmitri Tikhonov)
Date: Thu, 26 Oct 2006 11:59:30 -0400
Subject: [rt-users] Read only db for select (cluster on the cheap)
In-Reply-To: <4540D808.1040200@pipex.net>
References: <4540D808.1040200@pipex.net>
Message-ID: <1161878370.5011.12.camel@localhost.localdomain>

This is an interesting approach.  I was wondering if it would be
possible to do something like that without having to change higher-level
code.

For example (assuming we have two DB handles), all Set* operations would
use RW handle, while all Load* operations would use RO handle.  I
haven't investigated this yet, but if we are lucky, all these changes
may be inside RT::Record (or directly in DBIx::SearchBuilder::Record).

Of course, there's also the question of how fast replication actually
happens...

Thoughts?

  - Dmitri.

On Thu, 2006-10-26 at 16:45 +0100, Roy El-Hames wrote:
> Hi;
> RT 3.6.1 and and a pair of mysql 5 servers
> I 've setup my system so it talks to a replicated db pair, where the 
> slave for read only operations, now most of my select actions 
> (Mytickets, MyRequests, Results.html) uses the slave server , so normal 
> ticketing operations are not effected by long searches, I am putting the 
> changes below to you smart people to see if anyone can spot something I 
> missed that may cause problems down the line , I would appreciate any ideas.
> I have made the following changes:
> in RT_SiteConfig added the following variables:
> 
> # {{{ Read Only Database Configuration
> Set($RO_DatabaseHost   , 'slave db');
> #The name of the database user (inside the database)
> Set($RO_DatabaseUser , 'rt user');
> # Password the DatabaseUser should use to access the database
> Set($RO_DatabasePassword , 'rt password');
> # The name of the RT's database on your database server
> Set($RO_DatabaseName , 'rt3');
> 
> Changed in SearchBuilder.pm, the _Init function to :
> # {{{ sub _Init
> sub _Init  {
>     my $self = shift;
>     $RT::Logger->err("Getting to SearchBuilder.pm");
>     $self->{'user'} = shift;
>     my $ro_db = shift;
>     unless(defined($self->CurrentUser)) {
>         use Carp;
>         Carp::confess("$self was created without a CurrentUser");
>         $RT::Logger->err("$self was created without a CurrentUser");
>         return(0);
>     }
> #CHANGE => USED FOR 2nd DB FOR SEARCH ELEMENTS
>     if ($ro_db) {
>          $RT::Logger->err("Getting to SearchBuilder.pm and highlted ro_db");
>          my $handle = DBIx::SearchBuilder::Handle->new();
>          $handle->Connect( 'Driver'   => "mysql",
>                 'Database' => $RT::RO_DatabaseName,
>                 'Host'     => $RT::RO_DatabaseHost,
>                 'User'     => $RT::RO_DatabaseUser,
>                 'Password' => $RT::RO_DatabasePassword);
>         $self->SUPER::_Init( 'Handle' => $handle);
>         # Setup al;ternate DB handle in config and use tha tisntead
>      } else {
>         $self->SUPER::_Init( 'Handle' => $RT::Handle);
>      }
> ## END CHANGE
> }
> # }}}
> 
> And applied changes to where ever there are read only operations (ie 
> MyTickets as example ) changing :
> $MyTickets = new RT::Tickets ($session{'CurrentUser'});
> to:
> $MyTickets = RT::Tickets->new($session{'CurrentUser'},"+ro");
> 
> Roy
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From purp at acm.org  Thu Oct 26 12:15:08 2006
From: purp at acm.org (Jim Meyer)
Date: Thu, 26 Oct 2006 09:15:08 -0700
Subject: [rt-users] Re: RT LDAP
In-Reply-To: <200610231252.57597.kyle@lodge.glasgownet.com>
References: <200610231252.57597.kyle@lodge.glasgownet.com>
Message-ID: 

On 10/23/06, Kyle Gordon  wrote:
> Hey Jim,
>
> Great work on the LDAP overlay for RT :-) Ive gotten it talking to eDirectory
> nicely now. Just two things though... :-p
>
> The documentation up on wiki.bestpractical.com suggests use the
> Set($foo, 'bar') style, yet I could only get it to work with $foo='bar';
> style directives. Dunno if this is intended or not :-)

Hmm. Works for me with RT 3.5.x and 3.6.x with Set(...) syntax. What
version of RT are you using?

> Also, I'm trying to get it to recursively search our directory for the
> username that is entered. This is all well and good if I give it an OU to
> search in along with the organisation. However, if I leave the OU out and try
> to get it to search the entire organisation from the ground up, it fails.
>
> Any thoughts on this? I have users from several parts of the NHS in the
> facility here, and only about 75% of them are in the OU for the facility. It
> makes it a little troublesome to roll out a fantastic new ticketing system
> when some of them can't access it (although I'd prefer if they couldn't log
> any problems at all :-)

Hmmm. I'm not an LDAP expert, so I've copied this to the list in hopes
we'll hear from one. My first instinct is to be sure the limitation
isn't on the directory server's part (e.g. they've limited the depth
of a search to avoid lots of full-depth searches) but that's probably
not right.

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


From justin at cityfone.net  Thu Oct 26 12:18:34 2006
From: justin at cityfone.net (Justin Zygmont)
Date: Thu, 26 Oct 2006 09:18:34 -0700
Subject: [rt-users] rhel4 cpan problem
In-Reply-To: 
References: <45400244.1080809@cityfone.net>
	
Message-ID: <4540DFDA.6040708@cityfone.net>

# perl -MCPAN -e 'install Module::Signature'
Can't locate object method "install" via package "Module::Signature" at 
-e line 1.




Torsten Brumm wrote:
> perl -MCPAN -e 'install Module::Signature' will run,.
> 
> 2006/10/26, Justin Zygmont  >:
> 
>     I don;t remember running into this before, I am just using update3, so
>     it should be fine..
> 
>     # perl -MCPAN -e 'i Module::Signature'
>     Can't locate object method "i" via package "Module::Signature" at -e
>     line 1.
> 
>     is there a reason for this?  I can't seem to install Module::Build
>     without it.
> 
> 
> 
>     Thanks,
> 
>     _______________________________________________
>     http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
>     Community help: http://wiki.bestpractical.com
>     Commercial support: sales at bestpractical.com
>     
> 
> 
>     Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>     Buy a copy at http://rtbook.bestpractical.com
> 
> 
> 
> 
> -- 
> MFG
> 
> Torsten Brumm
> 
> http://www.torsten-brumm.de


From rfh at pipex.net  Thu Oct 26 12:20:57 2006
From: rfh at pipex.net (Roy El-Hames)
Date: Thu, 26 Oct 2006 17:20:57 +0100
Subject: [rt-users] Read only db for select (cluster on the cheap)
In-Reply-To: <1161878370.5011.12.camel@localhost.localdomain>
References: <4540D808.1040200@pipex.net>
	<1161878370.5011.12.camel@localhost.localdomain>
Message-ID: <4540E069.4000901@pipex.net>

Not sure what you mean;I did not need to touch RT::Record .. do you mean 
2 handles same db .. It'll have little or no benefit??
I understand what you mean about the speed of replication, in our case 
its set to near enough real time, however with Create.html a/Update.html 
and also Display.html I kept them reading from RW db in case of any 
delay in replication, so basically anything that require to see the 
changes immediately it will read from RW db.
Roy


Dmitri Tikhonov wrote:
> This is an interesting approach.  I was wondering if it would be
> possible to do something like that without having to change higher-level
> code.
>
> For example (assuming we have two DB handles), all Set* operations would
> use RW handle, while all Load* operations would use RO handle.  I
> haven't investigated this yet, but if we are lucky, all these changes
> may be inside RT::Record (or directly in DBIx::SearchBuilder::Record).
>
> Of course, there's also the question of how fast replication actually
> happens...
>
> Thoughts?
>
>   - Dmitri.
>
> On Thu, 2006-10-26 at 16:45 +0100, Roy El-Hames wrote:
>   
>> Hi;
>> RT 3.6.1 and and a pair of mysql 5 servers
>> I 've setup my system so it talks to a replicated db pair, where the 
>> slave for read only operations, now most of my select actions 
>> (Mytickets, MyRequests, Results.html) uses the slave server , so normal 
>> ticketing operations are not effected by long searches, I am putting the 
>> changes below to you smart people to see if anyone can spot something I 
>> missed that may cause problems down the line , I would appreciate any ideas.
>> I have made the following changes:
>> in RT_SiteConfig added the following variables:
>>
>> # {{{ Read Only Database Configuration
>> Set($RO_DatabaseHost   , 'slave db');
>> #The name of the database user (inside the database)
>> Set($RO_DatabaseUser , 'rt user');
>> # Password the DatabaseUser should use to access the database
>> Set($RO_DatabasePassword , 'rt password');
>> # The name of the RT's database on your database server
>> Set($RO_DatabaseName , 'rt3');
>>
>> Changed in SearchBuilder.pm, the _Init function to :
>> # {{{ sub _Init
>> sub _Init  {
>>     my $self = shift;
>>     $RT::Logger->err("Getting to SearchBuilder.pm");
>>     $self->{'user'} = shift;
>>     my $ro_db = shift;
>>     unless(defined($self->CurrentUser)) {
>>         use Carp;
>>         Carp::confess("$self was created without a CurrentUser");
>>         $RT::Logger->err("$self was created without a CurrentUser");
>>         return(0);
>>     }
>> #CHANGE => USED FOR 2nd DB FOR SEARCH ELEMENTS
>>     if ($ro_db) {
>>          $RT::Logger->err("Getting to SearchBuilder.pm and highlted ro_db");
>>          my $handle = DBIx::SearchBuilder::Handle->new();
>>          $handle->Connect( 'Driver'   => "mysql",
>>                 'Database' => $RT::RO_DatabaseName,
>>                 'Host'     => $RT::RO_DatabaseHost,
>>                 'User'     => $RT::RO_DatabaseUser,
>>                 'Password' => $RT::RO_DatabasePassword);
>>         $self->SUPER::_Init( 'Handle' => $handle);
>>         # Setup al;ternate DB handle in config and use tha tisntead
>>      } else {
>>         $self->SUPER::_Init( 'Handle' => $RT::Handle);
>>      }
>> ## END CHANGE
>> }
>> # }}}
>>
>> And applied changes to where ever there are read only operations (ie 
>> MyTickets as example ) changing :
>> $MyTickets = new RT::Tickets ($session{'CurrentUser'});
>> to:
>> $MyTickets = RT::Tickets->new($session{'CurrentUser'},"+ro");
>>
>> Roy
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>>     
>
>
>   



From dtikhonov at vonage.com  Thu Oct 26 12:25:13 2006
From: dtikhonov at vonage.com (Dmitri Tikhonov)
Date: Thu, 26 Oct 2006 12:25:13 -0400
Subject: [rt-users] Read only db for select (cluster on the cheap)
In-Reply-To: <4540E069.4000901@pipex.net>
References: <4540D808.1040200@pipex.net>
	<1161878370.5011.12.camel@localhost.localdomain>
	<4540E069.4000901@pipex.net>
Message-ID: <1161879913.5011.16.camel@localhost.localdomain>

On Thu, 2006-10-26 at 17:20 +0100, Roy El-Hames wrote:
> Not sure what you mean;I did not need to touch RT::Record .. do you mean 
> 2 handles same db .. It'll have little or no benefit??

No, different databases.  Two databases, two handles -- one read-write,
the other read-only.

> I understand what you mean about the speed of replication, in our case 
> its set to near enough real time, however with Create.html a/Update.html 
> and also Display.html I kept them reading from RW db in case of any 
> delay in replication, so basically anything that require to see the 
> changes immediately it will read from RW db.

Yes, that's what I was wondering -- would it be OK to read from the
read-only slave right after updating read-write master?  If not, what
are the cases, and can we abstract it in such manner that GUI code does
not have to be modified?

  - Dmitri.




From rfh at pipex.net  Thu Oct 26 12:51:32 2006
From: rfh at pipex.net (Roy El-Hames)
Date: Thu, 26 Oct 2006 17:51:32 +0100
Subject: [rt-users] Read only db for select (cluster on the cheap)
In-Reply-To: <1161879913.5011.16.camel@localhost.localdomain>
References: <4540D808.1040200@pipex.net>	
	<1161878370.5011.12.camel@localhost.localdomain>	
	<4540E069.4000901@pipex.net>
	<1161879913.5011.16.camel@localhost.localdomain>
Message-ID: <4540E794.7070805@pipex.net>

Ahh I see what you mean; Did n't look into that? but possibly a question 
here is whats a better approach? in changing from the GUI you get 
flexibility deciding which element read from which DB,apart from the 
replication issues it may also be extended to a third/forth db instances 
where certain Elements may call non RT related tables ??
Roy
> Yes, that's what I was wondering -- would it be OK to read from the
> read-only slave right after updating read-write master?  If not, what
> are the cases, and can we abstract it in such manner that GUI code does
> not have to be modified?
>
>   - Dmitri.
>   


From eder at unodata.com.br  Thu Oct 26 11:50:09 2006
From: eder at unodata.com.br (Eder Miranda - UNODATA)
Date: Thu, 26 Oct 2006 13:50:09 -0200
Subject: [rt-users] RT Spam Looping
Message-ID: <200610261546.k9QFkKC2019872@alfa.marpress.com.br>


 
Hi all,
please,
A spammer send us a message with a big number of cc:, more than 100.
Then our RT has identified it as a new ticket and all cc: as requestors.
Resuming, all of them are receiving messages from us, causing server
overload and other problems.
Then I 've removed this ticket but  a lot of error messages or unknow users
message came and reopen ticket again.
Could someone help me?
 
Thanks,
 
Eder Miranda
 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From ruslan.zakirov at gmail.com  Thu Oct 26 14:36:53 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 26 Oct 2006 22:36:53 +0400
Subject: [rt-users] RT Spam Looping
In-Reply-To: <200610261546.k9QFkKC2019872@alfa.marpress.com.br>
References: <200610261546.k9QFkKC2019872@alfa.marpress.com.br>
Message-ID: <589c94400610261136x4aab5552k4fa97fb01627462c@mail.gmail.com>

Use "-f " option of the sendmail. This address would be placed
into a special header of outgoing mails and if mail servers couldn't
deliver message to recipients then error would be returned to the
address you've specified. It's not a full solution, but at least you
can start from this.

On 10/26/06, Eder Miranda - UNODATA  wrote:
>
> Hi all,
> please,
> A spammer send us a message with a big number of cc:, more than 100.
> Then our RT has identified it as a new ticket and all cc: as requestors.
> Resuming, all of them are receiving messages from us, causing server
> overload and other problems.
> Then I 've removed this ticket but  a lot of error messages or unknow users
> message came and reopen ticket again.
> Could someone help me?
>
> Thanks,
>
> Eder Miranda
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>


-- 
Best regards, Ruslan.


From kerrboy at gmail.com  Thu Oct 26 15:08:58 2006
From: kerrboy at gmail.com (Brian Kerr)
Date: Thu, 26 Oct 2006 15:08:58 -0400
Subject: [rt-users] slow full-content searches
Message-ID: 

RT 3.4.5, 4.1.18, ~80,000 tickets

Searching across ~30 queues with ~80,000 tickets total:

Fastcgi timeout is set to 120 seconds, which this query and many other
full-text queries surpass.

# Time: 061026 14:09:35
# User at Host: rt_user[rt_user] @ localhost []
# Query_time: 156  Lock_time: 0  Rows_sent: 6  Rows_examined: 1285438
SELECT DISTINCT main.* 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 '%different
results%')AND(Attachments_2.TransactionId =
Transactions_1.id)AND(main.id = Transactions_1.ObjectId) ) )  ORDER BY
main.id ASC;


Explain:

mysql> explain SELECT DISTINCT main.* 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 '%different
results%')AND(Attachments_2.TransactionId =
Transactions_1.id)AND(main.id = Transactions_1.ObjectId) ) )  ORDER BY
main.id ASC;
+----+-------------+----------------+------+---------------------------+---------------+---------+-----------------------+-------+----------------------------------------------+
| id | select_type | table          | type | possible_keys
| key           | key_len | ref                   | rows  | Extra
                                  |
+----+-------------+----------------+------+---------------------------+---------------+---------+-----------------------+-------+----------------------------------------------+
|  1 | SIMPLE      | main           | ALL  | PRIMARY,Tickets4,Tickets5
| NULL          |    NULL | NULL                  | 76267 | Using
where; Using temporary; Using filesort |
|  1 | SIMPLE      | Transactions_1 | ref  | PRIMARY,Transactions1
| Transactions1 |      68 | const,rt3.main.id     |     3 | Using
where; Using index; Distinct           |
|  1 | SIMPLE      | Attachments_2  | ref  | Attachments2
| Attachments2  |       4 | rt3.Transactions_1.id |     1 | Using
where; Distinct                        |
+----+-------------+----------------+------+---------------------------+---------------+---------+-----------------------+-------+----------------------------------------------+
3 rows in set (0.00 sec)


From eric.valor at daimlerchrysler.com  Thu Oct 26 16:16:52 2006
From: eric.valor at daimlerchrysler.com (eric.valor at daimlerchrysler.com)
Date: Thu, 26 Oct 2006 13:16:52 -0700
Subject: [rt-users] Problem configuring LDAP with AD
In-Reply-To: <453E626A.4040400@plaintalkit.com>
Message-ID: 

I'm not an expert in AD or LDAP, but "ou=ActiveUsers,dc=domain,dc=local" 
doesn't look right to me.  I don't see "ActiveUsers" in either my 2k or 
2k3 domain controllers' schemas.  Also, I think your base should be 
"cn=,dc=,dc=" format not "ou=,dc=,dc=".

Can you run "ldapsearch" on your RT box?  The output from  ldapsearch -x 
-h  -b "cn=Users,dc=,dc="  -D  
-w   sAMAccountName= would be helpful.

--
Eric N. Valor
Information Technology Manager
DaimlerChrysler Research & Technology North America, Inc.
eric.valor at daimlerchrysler.com
1510 Page Mill Road, Palo Alto, CA 94304
CIMS 931-00-00
650-845-2536

: This Space Intentionally Left Blank :




Andrew Hodgson  
10/24/2006 11:58 AM

To
rt-users at lists.bestpractical.com
cc
eric.valor at daimlerchrysler.com
Subject
Re: [rt-users] Problem configuring LDAP with AD






eric.valor at daimlerchrysler.com wrote:
> 
> AFAIK, "inetOrgPerson" doesn't exist in Active Directory.

I've changed it to "user", which is one of the choices I can see in 
ADSIEdit (the others are organizationalPerson, top, person.)

> Use the LDAPAttrMap I posted to the Wiki at 
> http://wiki.bestpractical.com/index.cgi?LdapAttrMap

I have done, thank you for the page. I used this page when I set up the 
LDAP overlay originally.


> In your RT_SiteConfig.pm make sure you have the correct MatchList and 
base:

Check. My base is an OU (ou=ActiveUsers,dc=domain,dc=local).

> # A list of RT attrs which can uniquely identify a user,
> # # ordered from most to least preferred.
> Set($LdapRTAttrMatchList, ['Name', 'ExternalContactInfoId',
>                            'EmailAddress', 'RealName',
>                            'WorkPhone', 'Address1']

The final entry was set to Address2, so I've changed it to "1".



I've doubled checked the configuration and I still get the 
LDAP_OPERATIONS_ERROR 1. I've tried it with different credentials, and 
different settings for objectClass, but as far as I can see there's no 
effect.

Any further help appreciated,

Andrew

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From taan at cryologic.com  Thu Oct 26 18:29:37 2006
From: taan at cryologic.com (taan)
Date: Fri, 27 Oct 2006 08:29:37 +1000
Subject: [rt-users] re:A reminder creates a ticket and sends email to queue
	watchers???
Message-ID: <454136D1.8030102@cryologic.com>

I've experienced this behaviour as well. Is this what a reminder is 
supposed to do, and if so, does anyone know the reasoning behind it?

Taan


From taan at cryologic.com  Thu Oct 26 18:35:37 2006
From: taan at cryologic.com (taan)
Date: Fri, 27 Oct 2006 08:35:37 +1000
Subject: [rt-users] re:A reminder creates a ticket and sends email to queue
	watchers???
Message-ID: <45413839.6030701@cryologic.com>

More strange behaviour:
The Ticket that is automatically created contains a "refers to" link to 
the ticket that created it, however that ticket doesn't contain a 
"referred to by" link.
Also, I can't find the automatically created ticket by doing a search on 
its ID (status new), but if I type
http://rt.cryologic.com/rt/Ticket/Display.html?id=274 the ticket is 
displayed. Seems a bit weird.

Taan



From jackc at teptin.net  Fri Oct 27 03:47:26 2006
From: jackc at teptin.net (Jan Korbel)
Date: Fri, 27 Oct 2006 09:47:26 +0200
Subject: [rt-users] 3.6.1/https logout with opera
Message-ID: <4541B98E.6020404@teptin.net>

Hello.

I have 3.6.1 on Debian Sarge with Apache2 and backported 
libapache2-mod_perl2. I have HTTPS only site with redirect fix:

lib/RT/Interface/Web.pm:

196c196
<             $uri->port($ENV{'SERVER_PORT'});
---
 >             #$uri->port($ENV{'SERVER_PORT'});

(see my posts from last week)

Also i changed another $ENV{'SERVER_PORT'} statement in 
share/html/Elements/SetupSessionCookie:

50c50
< my $cookiename = "RT_SID_".$RT::rtname.".".$ENV{'SERVER_PORT'};
---
 > my $cookiename = "RT_SID_".$RT::rtname.".".$RT::WebPort;


But i still have some problems with logout, in Opera browser 9.02 
sometimes i can't logout, every click on Logout redirect me to the home 
page of RT. FF is going fine.

Do you have some idea where the problem can be?

Thx.

H.


From kazimieras.aliulis at sc.vu.lt  Fri Oct 27 04:05:25 2006
From: kazimieras.aliulis at sc.vu.lt (Kazimieras Aliulis)
Date: Fri, 27 Oct 2006 11:05:25 +0300
Subject: [rt-users] 3.6.1/https logout with opera
In-Reply-To: <4541B98E.6020404@teptin.net>
References: <4541B98E.6020404@teptin.net>
Message-ID: <200610271105.30426.kazimieras.aliulis@sc.vu.lt>

Hello,

I have the same problem. I sometimes get an error in logs, which looks like 
related with this problem: 
[Thu Oct 26 11:16:52 2006] [crit]: Apache2::RequestIO::rflush: (103) Software 
caused connection abort 
at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 1029 
(/opt/rt/bin/webmux.pl:125) 


> But i still have some problems with logout, in Opera browser 9.02
> sometimes i can't logout, every click on Logout redirect me to the home
> page of RT. FF is going fine.
>
> Do you have some idea where the problem can be?
>
> Thx.
>
> H.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

-- 
Kazimieras Aliulis
VU Skai?iavimo centro
programuotojas

+370 5 236 6229 
mailto:kazimieras.aliulis at sc.vu.lt
http://www.sc.vu.lt
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From vegard.vesterheim at uninett.no  Fri Oct 27 03:49:27 2006
From: vegard.vesterheim at uninett.no (Vegard Vesterheim)
Date: Fri, 27 Oct 2006 09:49:27 +0200
Subject: [rt-users] How to run standalone_http in debugger
Message-ID: <1sac3idwqg.fsf@voll.uninett.no>

I am trying to debug some of my custom Scrips.

When I run standalone_httpd directly, and piping an email message into
rt-mailgate everything is OK. 

But if I run standalone_httpd in the Perl debugger (perl -d
standalone_httpd), and pressing 'c'(continue) in the debugger, my
request just seems to hang until I press  in the debugger, and
I get an error message about 'Bad request' in the debugger. The
response from the rt-mailgate is '500 Server closed connection without
sending any data back'.

How can I run RT with the perl debugger?

 - Vegard -



From rt at tmtm.com  Fri Oct 27 04:37:22 2006
From: rt at tmtm.com (Tony Bowden)
Date: Fri, 27 Oct 2006 09:37:22 +0100
Subject: [rt-users] Re: Slow Queries
In-Reply-To: 
References: 
	
Message-ID: <20061027083722.GA28881@soto.kasei.com>

On Tue, Oct 24, 2006 at 01:54:53PM -0400, Asif Iqbal wrote:
> Here is another query that takes 6.95 secs
 ... 
>  AND ( (main.Status = > 'S')OR(main.Status = 'S') )
...
> Is there a way to improve this?


Introducing an 'OR' into any SQL generally slows it down. In this case
the OR appears to be unnecessary, so if there were a way to remove it 
this might make a difference.


Tony


From rt-users at jimmo.com  Fri Oct 27 04:40:20 2006
From: rt-users at jimmo.com (James Mohr)
Date: Fri, 27 Oct 2006 10:40:20 +0200
Subject: [rt-users] Non-english documentation
Message-ID: <200610271040.20713.rt-users@jimmo.com>

Hi All!

I see that one can change the interface language into a number of different 
languages. Is documentation available for these languages? If so, where?

Regards,

Jim Mohr
-- 
---------------------------------------
"Be more concerned with your character than with your reputation. Your
character is what you really are while your reputation is merely what others
think you are." -- John Wooden
---------------------------------------
Be sure to visit the Linux Tutorial:  http://www.linux-tutorial.info
---------------------------------------
NOTE: All messages sent to me in response to my posts to newsgroups, forums 
or mailing-lists are subject to reposting.


From StakowskiM at prokom.pl  Fri Oct 27 05:05:27 2006
From: StakowskiM at prokom.pl (Mariusz Stakowski)
Date: Fri, 27 Oct 2006 11:05:27 +0200
Subject: [rt-users] RT dependencies
Message-ID: 

                                Hello List,

                I'm struggling with RT dependencies istallation. I'm 
trying to install it with Apache 2.  One of the dependencies is 
HTML-Mason. So I have downloaded  HTML-Mason-1.35. But the prerequisite 
for it is Apache::Request, which is part of Apache 1.3 . Is it right ? Am 
I lost in resolving the dependencies ?

Regards

Mariusz Stakowski

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From StakowskiM at prokom.pl  Fri Oct 27 05:40:29 2006
From: StakowskiM at prokom.pl (Mariusz Stakowski)
Date: Fri, 27 Oct 2006 11:40:29 +0200
Subject: [rt-users] Re:RT dependencies
In-Reply-To: <4541CAE5.7010001@yahoo.com>
Message-ID: 

Yes, I did. In fact make testdeps indicates, that it needs 
HTML-Mason-1.23. But I think it should be interpreted as at least version 
1.23. Or should I install exactly that  version ?
 
        Regards

Mariusz Stakowski






Mathew Snyder 
2006-10-27 11:01
 
        Do:     Mariusz Stakowski 
        DW:     (UDW: Mariusz Stakowski/WROC?AW/PROKOM/PL)
        Temat:  Re: [rt-users] RT dependencies

Have you tried `make fixdeps`?

Mathew


Mariusz Stakowski wrote:
> 
>                                 Hello List,
> 
>                 I'm struggling with RT dependencies istallation. I'm
> trying to install it with Apache 2.  One of the dependencies is
> HTML-Mason. So I have downloaded  HTML-Mason-1.35. But the prerequisite
>  for it is Apache::Request, which is part of Apache 1.3 . Is it right ?
> Am  I lost in resolving the dependencies ?
> 
> 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

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From count at theblah.fi  Fri Oct 27 05:52:55 2006
From: count at theblah.fi (Jussi Hamalainen)
Date: Fri, 27 Oct 2006 12:52:55 +0300 (EEST)
Subject: [rt-users] ticket makes RT 3.6.1 barf
Message-ID: 

Hello!

I recently ran into a ticket which has attachments that make the RT 
web interface barf. Display.html will not show any of the ticket 
transactions, but does display all metadata. History.html apparently 
makes fcgi segfault and I get an Internal Server Error from Apache.
I can view the ticket attachments using the CLI tool just fine, so 
it's not a database corruption problem but rather has something to do 
with the attachment contents.

Any ideas on how to debug this further?

-- 
-=[ Count Zero / TBH - Jussi H?m?l?inen - email count at theblah.fi ]=-

From StakowskiM at prokom.pl  Fri Oct 27 07:17:07 2006
From: StakowskiM at prokom.pl (Mariusz Stakowski)
Date: Fri, 27 Oct 2006 13:17:07 +0200
Subject: [rt-users] install  RT dependencies using CPAN 
Message-ID: 

                                Hello List,
                Could you possibly direct me to the right list ? I'm 
trying now to install RT dependencies using CPAN interface. I have 
configured it. It almost works. It means, that it finds a module in CPAN 
Archive, copies it,  then 
make - OK
make test - OK
make install  - FAILS  with following error:

Can't call method "close" on an undefined value at .. CPAN.pm line6200

Best regards

Mariusz Stakowski



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From Jason.Doller at ilab.co.za  Fri Oct 27 08:51:24 2006
From: Jason.Doller at ilab.co.za (Jason Doller)
Date: Fri, 27 Oct 2006 14:51:24 +0200
Subject: [rt-users] Root getting "Permission Denied" but is superuser
Message-ID: 

Hi All

A few hours ago I noticed that despite having the permission Superuser (and nothing else) RT root is getting "Permission Denied" errors when attempting to change permissions.

I suspect this may have happened when I upgraded from 3.4.4 to 3.4.6 yesterday morning.

Help?

Running 3.4.6 on Ubuntu 6.06, MySQL backend.

Jason


From andre at ccuec.unicamp.br  Fri Oct 27 09:30:43 2006
From: andre at ccuec.unicamp.br (=?ISO-8859-1?Q?Andr=E9_Luiz_Fr=E9?=)
Date: Fri, 27 Oct 2006 11:30:43 -0200
Subject: [rt-users] RT Spam Looping
In-Reply-To: <200610261546.k9QFkKC2019872@alfa.marpress.com.br>
References: <200610261546.k9QFkKC2019872@alfa.marpress.com.br>
Message-ID: <45420A03.8030409@ccuec.unicamp.br>

Hi, Eder

You can have procmail filtering all incoming message before they get 
into RT. Please, take a look at
http://wiki.bestpractical.com/index.cgi?SpamFiltering

-- Andr?


Eder Miranda - UNODATA wrote:
> 
>  
> Hi all,
> please,
> A spammer send us a message with a big number of cc:, more than 100.
> Then our RT has identified it as a new ticket and all cc: as requestors.
> Resuming, all of them are receiving messages from us, causing server 
> overload and other problems.
> Then I 've removed this ticket but  a lot of error messages or unknow 
> users message came and reopen ticket again.
> Could someone help me?
>  
> Thanks,
>  
> Eder Miranda
>  
> 


From jbureau at shaker.k12.nh.us  Fri Oct 27 11:31:44 2006
From: jbureau at shaker.k12.nh.us (Jim Bureau)
Date: Fri, 27 Oct 2006 11:31:44 -0400
Subject: [rt-users] post resolved email reply
Message-ID: <45422660.7080602@shaker.k12.nh.us>


Hey there,

When we resolve a case, usually with a reply in the case notes, the 
requester will get a copy of the 'fix'. At the same time we change the 
status to resolved.

Is there a way to prevent a ticket from re-opening when/if the requester 
(if they are nice about it) replies back with a 'thank you email'.
-- 

Jim Bureau
Computer Technician
Shaker Regional School District
e: jbureau at shaker.k12.nh.us
p: 603-267-9223
f:  603-267-9225
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From murphy at genome.chop.edu  Fri Oct 27 11:40:38 2006
From: murphy at genome.chop.edu (Kevin Murphy)
Date: Fri, 27 Oct 2006 11:40:38 -0400
Subject: [rt-users] content search is a problem
In-Reply-To: <45408366.80002@pipex.net>
References: <45408366.80002@pipex.net>
Message-ID: <45422876.5070406@genome.chop.edu>

Here's a patch I use to prevent content searches from searching named 
attachments (uploaded files).  This patch is to 3.6.1, but I haven't 
tested it much.

I create a modified version of $RTHOME/lib/RT/Tickets_Overlay.pm in 
$RTHOME/local/lib/RT/.

This patch is contingent on a configuration variable, so the following 
has to be added to RT_SiteConfig.pm:

# If $DontSearchFileAttachments is set to a true value, then 
named                                                                         

# attached files are not searched.  Although this is usually 
what                                                                          

# users expect, it is not the 
default.                                                                                                     


Set($DontSearchFileAttachments, 'true');

Here's the patch:

--- old/Tickets_Overlay.pm      2006-07-18 17:51:35.000000000 -0400
+++ new/Tickets_Overlay.pm      2006-10-23 20:14:39.000000000 -0400
@@ -679,14 +679,36 @@
     $self->_OpenParen;
 
     #Search for the right field
-    $self->_SQLLimit(
-        ALIAS         => $self->{_sql_trattachalias},
-        FIELD         => $field,
-        OPERATOR      => $op,
-        VALUE         => $value,
-        CASESENSITIVE => 0,
-        @rest
-    );
+    if ($field eq 'Content' and $RT::DontSearchFileAttachments) {
+       $self->_SQLLimit(
+                       ALIAS         => $self->{_sql_trattachalias},
+                       FIELD         => 'Filename',
+                       OPERATOR      => 'IS',
+                       VALUE         => 'NULL',
+                       SUBCLAUSE     => 'contentquery',
+                       ENTRYAGGREGATOR => 'AND',
+                      );
+       $self->_SQLLimit(
+                       ALIAS         => $self->{_sql_trattachalias},
+                       FIELD         => $field,
+                       OPERATOR      => $op,
+                       VALUE         => $value,
+                       CASESENSITIVE => 0,
+                       @rest,
+                       ENTRYAGGREGATOR => 'AND',
+                       SUBCLAUSE     => 'contentquery',
+                      );
+    } else {
+       $self->_SQLLimit(
+                       ALIAS         => $self->{_sql_trattachalias},
+                       FIELD         => $field,
+                       OPERATOR      => $op,
+                       VALUE         => $value,
+                       CASESENSITIVE => 0,
+                       ENTRYAGGREGATOR => 'AND',
+                       @rest
+                      );
+    }
 
     $self->_SQLJoin(
         ALIAS1 => $self->{_sql_trattachalias},



From aubrey.king at globalcrossing.com  Fri Oct 27 11:48:53 2006
From: aubrey.king at globalcrossing.com (Aubrey King)
Date: Fri, 27 Oct 2006 11:48:53 -0400 (EDT)
Subject: [rt-users] maximum attachments..
In-Reply-To: <45422660.7080602@shaker.k12.nh.us>
References: <45422660.7080602@shaker.k12.nh.us>
Message-ID: 


Hi there.  I have been using rt for a looong time and I've never had 
anyone need to put in more than 2 attachments.. until today.

We have debian sarge, rt 3.2.1, mysql 4.0.23.

Here is pertinent stuff:

rt3:/opt/rt3/etc# grep packet /etc/mysql/my.cnf
max_allowed_packet      = 30M
max_allowed_packet      = 30M

rt3:/opt/rt3/etc# grep ttach /opt/rt3/etc/RT_Config.pm
# added by aubrey to try getting more attachments.
Set($MaxAttachmentLength, 10);
# $MaxAttachmentSize sets the maximum size (in bytes) of attachments 
stored
# Set($MaxAttachmentSize , 10000000);
Set($MaxAttachmentSize , 30000000);
# $TruncateLongAttachments: if this is set to a non-undef value,
# RT will truncate attachments longer than MaxAttachmentLength.
Set($TruncateLongAttachments , undef);
# $DropLongAttachments: if this is set to a non-undef value,
# RT will silently drop attachments longer than MaxAttachmentLength.
Set($DropLongAttachments , undef);
# if TrustHTMLAttachments is not defined, we will display them
Set($TrustHTMLAttachments , undef);
# $MaxInlineBody is the maximum attachment size that we want to see
# an attachment uses if not specified.  Must be recognized by

Can someone give me an idea of how to get this thing accepting more 
messages?  Am I missing something obvious?

Aubrey King
Systems Engineer
IP Systems Engineering
Global Crossing, Ltd.



From rfh at pipex.net  Fri Oct 27 12:33:40 2006
From: rfh at pipex.net (Roy El-Hames)
Date: Fri, 27 Oct 2006 17:33:40 +0100
Subject: [rt-users] On Correpond notify requestors bug
Message-ID: <454234E4.2070603@pipex.net>

Hi There;
the system is rt-3.6.1 / apache2 /mod_perl 2 /mysql 5

I noticed that the notify requestors action also add the CC's and mail 
them, I checked notify.pm and can't see why this is happening, any one 
else noticed that and have a fix??

Regards;
Roy


From josh.gagliardi at highwind.com  Fri Oct 27 12:13:45 2006
From: josh.gagliardi at highwind.com (Josh Gagliardi)
Date: Fri, 27 Oct 2006 12:13:45 -0400
Subject: [rt-users] project management vs. RT
In-Reply-To: <453CE062.7030802@cel.ie>
References: <667E16774205C7DF8DD0A439@rambutan.pingpong.net>
	<453CE062.7030802@cel.ie>
Message-ID: <45423039.4060005@highwind.com>

Ian Clancy wrote:
> Palle,
> I've been looking for a good web based project management tools also, 
> see my earlier thread.
> You can find a good summary of open source project management tools here 
> http://proj.chbs.dk/ .
> I would absolutely love it if someone built a project management tool on 
> top of RT. I feel this would compliment RT, RTFM etc.. very well.
> Regards,
> 

Given that RT contains assigment, priority, and duration information, 
and has a slot for holding dependencies, you *should* be able to 
generate a "how long does it take for these people to get all this done" 
from a clever database walk and liberal code-stealing from some of the 
open source programs.




From jesse at bestpractical.com  Fri Oct 27 23:35:04 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 27 Oct 2006 23:35:04 -0400
Subject: [rt-users] RT dependencies
In-Reply-To: 
References: 
Message-ID: <20061028033504.GF25226@bestpractical.com>




On Fri, Oct 27, 2006 at 11:05:27AM +0200, Mariusz Stakowski wrote:
>                                 Hello List,
> 
>                 I'm struggling with RT dependencies istallation. I'm 
> trying to install it with Apache 2.  One of the dependencies is 
> HTML-Mason. So I have downloaded  HTML-Mason-1.35. But the prerequisite 
> for it is Apache::Request, which is part of Apache 1.3 . Is it right ? Am 
> I lost in resolving the dependencies ?
> 

You can skip the Apache::Request dependencies.

> 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

-- 


From jesse at bestpractical.com  Fri Oct 27 23:35:57 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 27 Oct 2006 23:35:57 -0400
Subject: [rt-users] Re:RT dependencies
In-Reply-To: 
References: <4541CAE5.7010001@yahoo.com>
	
Message-ID: <20061028033556.GG25226@bestpractical.com>




On Fri, Oct 27, 2006 at 11:40:29AM +0200, Mariusz Stakowski wrote:
> Yes, I did. In fact make testdeps indicates, that it needs 
> HTML-Mason-1.23. But I think it should be interpreted as at least version 
> 1.23. Or should I install exactly that  version ?

They're always intended to be "at least" dependencies.  (Though sometimes
a new release will break something)

>         Regards
> 
> Mariusz Stakowski
> 


From Bill at explosivo.com  Sat Oct 28 00:20:43 2006
From: Bill at explosivo.com (Bill)
Date: Sat, 28 Oct 2006 00:20:43 -0400
Subject: [rt-users] ticket makes RT 3.6.1 barf
In-Reply-To: 
References: 
Message-ID: <20061028002043.ba9f83c6.Bill@explosivo.com>

On Fri, 27 Oct 2006 12:52:55 +0300 (EEST)
Jussi Hamalainen  spake:

> Hello!
> 
> I recently ran into a ticket which has attachments that make the RT 
> web interface barf. Display.html will not show any of the ticket 
> transactions, but does display all metadata. History.html apparently 
> makes fcgi segfault and I get an Internal Server Error from Apache.
> I can view the ticket attachments using the CLI tool just fine, so 
> it's not a database corruption problem but rather has something to do 
> with the attachment contents.
> 
> Any ideas on how to debug this further?
> 
> -- 
> -=[ Count Zero / TBH - Jussi H?m?l?inen - email count at theblah.fi ]=-


Strange characters embedded in the names or something?


From kevin.reverchon at hmg.inpg.fr  Sat Oct 28 05:09:55 2006
From: kevin.reverchon at hmg.inpg.fr (reverchon kevin)
Date: Sat, 28 Oct 2006 11:09:55 +0200
Subject: [rt-users] how to mix Internal method just for admin user and ldap
 method for all other users
Message-ID: <45431E63.7050808@hmg.inpg.fr>

Hi,

I am a problem :(
I succeed to configure RT to auth users by the classical method. And in 
another configuration, with the documentation on-line, I succeed to 
configure RT to auth users with my ldap (using User_Local.pm, and 
changing RT_SiteConfig.pm and RT_Config)

But I would like to configure RT to authenticate  my admin user (who is 
root and is not my LDAP, and I doesn't want this user in my ldap) by 
Internal method, and  authenticate  my others users by LDAP method. 
Because when I try, just LDAP users can be authenticate, but I can't be 
authenticate with my admin user (root).

Is it possible to mixed the authentification methods just internal 
method for root and ldap method for all other users ? I think that yes, 
and is what somebody would have the kindness to say to me what are the 
parameters  to set .... ?

thank you in advance for yours answers

PS: I am so sorry for my English, I am very bad but I try to improve it ;)
But I hope that I have nevertheless succeeds in rendering comprehensible 
me.
And Just for information, I use Debian Sarge with RT-3.4

K?vin

[Sat Oct 28 06:58:16 2006] [debug]: RT::User::IsPassword auth method 
IsInternalPassword FAILED 
(/usr/share/request-tracker3.4/lib/RT/User_Local.pm:291)
[Sat Oct 28 06:58:16 2006] [debug]: Trying LDAP authentication
(/usr/share/request-tracker3.4/lib/RT/User_Local.pm:153)
[Sat Oct 28 06:58:17 2006] [info]: RT::User::IsLDAPPassword AUTH FAILED: 
root  <== normal root is not in LDAP 
(/usr/share/request-tracker3.4/lib/RT/User_Local.pm:182)
[Sat Oct 28 06:58:17 2006] [debug]: RT::User::IsPassword auth method 
IsLDAPPassword FAILED 
(/usr/share/request-tracker3.4/lib/RT/User_Local.pm:291)
[Sat Oct 28 06:58:17 2006] [error]: FAILED LOGIN for root from 127.0.0.1 
(/usr/share/request-tracker3.4/html/autohandler:191


From mavsol.rt1 at gmail.com  Sat Oct 28 10:37:02 2006
From: mavsol.rt1 at gmail.com (Armaghan Saqib)
Date: Sat, 28 Oct 2006 10:37:02 -0400
Subject: [rt-users] Hyperlinks in tickets not clickable
Message-ID: <9d8340600610280737t151b2751i6c093db9d021cfb@mail.gmail.com>

Any sort of URL hyperlinks in tickets are
not clickable.

Is there any configuration switch to
enable this?

Regards


From bobg at uic.edu  Sat Oct 28 11:33:05 2006
From: bobg at uic.edu (Bob Goldstein)
Date: Sat, 28 Oct 2006 10:33:05 -0500
Subject: [rt-users] how to mix Internal method just for admin user and
	ldap method for all other users 
In-Reply-To: Your message of "Sat, 28 Oct 2006 11:09:55 +0200."
	<45431E63.7050808@hmg.inpg.fr> 
Message-ID: <200610281533.k9SFX5Z2027561@remora.cc.uic.edu>

>Hi,
>
>I am a problem :(
>I succeed to configure RT to auth users by the classical method. And in 
>another configuration, with the documentation on-line, I succeed to 
>configure RT to auth users with my ldap (using User_Local.pm, and 
>changing RT_SiteConfig.pm and RT_Config)
>
>But I would like to configure RT to authenticate  my admin user (who is 
root and is not my LDAP, and I doesn't want this user in my ldap) by 
>Internal method, and  authenticate  my others users by LDAP method. 
>Because when I try, just LDAP users can be authenticate, but I can't be 
>authenticate with my admin user (root).
>
>Is it possible to mixed the authentification methods just internal 
>method for root and ldap method for all other users ? I think that yes, 
>and is what somebody would have the kindness to say to me what are the 
>parameters  to set .... ?
>

I've done something quite similar by accident.  Note this in your RT_Siteconfig.pm 
   Set($WebFallbackToInternalAuth , 1);

This means that when RT executes, if $ENV{REMOTE_USER} is already set
(via mod_ldap), use that.  But if it is not set, then fall back to
RT's internal authentication.

So, the trick is to have two different urls, one of which invokes
mod_ldap, and the other doesn't.

In my particular case, https://helpdesk.uic.edu/accc   uses 
mod_bluestem (very similar to mod_ldap from an apache point of view),
and http://helpdesk.uic.edu/accc/   does not, and therefore falls back
to RT internal authentication.  You don't have to use the ssl/no-ssl distinction,
of course, I just happened to.  (And I'm careful about when I use the non-ssl logon.)


...
ScriptAlias /accc /usr/local/rt/production/bin/mason_handler.fcgi
...



 SetHandler ldap-status
 Require valid-user




  Hope that helps.
     bobg



From count at theblah.fi  Sat Oct 28 14:58:21 2006
From: count at theblah.fi (Jussi Hamalainen)
Date: Sat, 28 Oct 2006 21:58:21 +0300 (EEST)
Subject: [rt-users] ticket makes RT 3.6.1 barf
In-Reply-To: <20061028002043.ba9f83c6.Bill@explosivo.com>
References: 
	<20061028002043.ba9f83c6.Bill@explosivo.com>
Message-ID: 

On Sat, 28 Oct 2006, Bill wrote:

>> I recently ran into a ticket which has attachments that make the RT
>> web interface barf.
>
> Strange characters embedded in the names or something?

Nope. The original email is text/plain with utf8 encoding and the 
headers are 7bit clean. The message contains a forwarded email, but
I fail to see any obvious brokenness in it.

-- 
-=[ Count Zero / TBH - Jussi H?m?l?inen - email count at theblah.fi ]=-

From Bill at explosivo.com  Sat Oct 28 15:35:04 2006
From: Bill at explosivo.com (Bill)
Date: Sat, 28 Oct 2006 15:35:04 -0400
Subject: [rt-users] ticket makes RT 3.6.1 barf
In-Reply-To: 
References: 
	<20061028002043.ba9f83c6.Bill@explosivo.com>
	
Message-ID: <20061028153504.7e633373.Bill@explosivo.com>

On Sat, 28 Oct 2006 21:58:21 +0300 (EEST)
Jussi Hamalainen  spake:

> On Sat, 28 Oct 2006, Bill wrote:
> 
> >> I recently ran into a ticket which has attachments that make the RT
> >> web interface barf.
> >
> > Strange characters embedded in the names or something?
> 
> Nope. The original email is text/plain with utf8 encoding and the 
> headers are 7bit clean. The message contains a forwarded email, but
> I fail to see any obvious brokenness in it.

Is it from a Mac?  I've had some stuff sent from a mac with forwarded
messages cause problems in mail readers... Just a thought.  I forget
why, but it was definitely an issue.



From matt at cheekynature.com  Sat Oct 28 21:01:58 2006
From: matt at cheekynature.com (Matt <> Cheeky Nature)
Date: Sun, 29 Oct 2006 12:01:58 +1100
Subject: [rt-users] Cannot Dump / Backup Attachments Table
Message-ID: <20061029170159.030B64D8004@diesel.bestpractical.com>


Hi, maybe this is more MySQL than RT...
I have some sort of corruption in my attachments table. I cannot backup,
dump or query above row 788 in that table.
Backups or mysqldump result in the same thing:
Error 2013: Lost connection to MySQL server during query when dumping table
`Attachments` at row: 788

Rt still runs fine, well except I cant backup the db.
Anybody seen this before, have a way of getting the table malleable again?

Matt




From theillien at yahoo.com  Sat Oct 28 21:54:57 2006
From: theillien at yahoo.com (Mathew Snyder)
Date: Sat, 28 Oct 2006 21:54:57 -0400
Subject: [rt-users] ticket makes RT 3.6.1 barf
In-Reply-To: 
References: 
Message-ID: <454409F1.4000808@yahoo.com>

Is it possible to get a screenshot posted somewhere?

Mathew

Jussi Hamalainen wrote:
> Hello!
> 
> I recently ran into a ticket which has attachments that make the RT web
> interface barf. Display.html will not show any of the ticket
> transactions, but does display all metadata. History.html apparently
> makes fcgi segfault and I get an Internal Server Error from Apache.
> I can view the ticket attachments using the CLI tool just fine, so it's
> not a database corruption problem but rather has something to do with
> the attachment contents.
> 
> Any ideas on how to debug this further?
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From mavsol.rt1 at gmail.com  Sat Oct 28 22:21:12 2006
From: mavsol.rt1 at gmail.com (Armaghan Saqib)
Date: Sat, 28 Oct 2006 21:21:12 -0500
Subject: [rt-users] Re: Hyperlinks in tickets not clickable
In-Reply-To: <9d8340600610280737t151b2751i6c093db9d021cfb@mail.gmail.com>
References: <9d8340600610280737t151b2751i6c093db9d021cfb@mail.gmail.com>
Message-ID: <9d8340600610281921l648c24c3jd0176583bd8c0c62@mail.gmail.com>

Let me explain it a bit more.

Websites links in any outside email which creates a ticket
in RT, are not clickable in RT ticket display.

These links are perfectly clickable in gmail, yahoo or
any desktop email client.

Thanks in advance,
Regards

On 10/28/06, Armaghan Saqib  wrote:
> Any sort of URL hyperlinks in tickets are
> not clickable.
>
> Is there any configuration switch to
> enable this?
>
> Regards
>


From kyle at lodge.glasgownet.com  Sun Oct 29 19:10:51 2006
From: kyle at lodge.glasgownet.com (Kyle Gordon)
Date: Mon, 30 Oct 2006 00:10:51 +0000
Subject: [rt-users] Re: RT LDAP
In-Reply-To: 
References: <200610231252.57597.kyle@lodge.glasgownet.com>
	
Message-ID: <200610300010.52208.kyle@lodge.glasgownet.com>

On Thursday 26 October 2006 17:15, Jim Meyer wrote:
> On 10/23/06, Kyle Gordon  wrote:
> > Hey Jim,
> >
> > Great work on the LDAP overlay for RT :-) Ive gotten it talking to
> > eDirectory nicely now. Just two things though... :-p
> >
> > The documentation up on wiki.bestpractical.com suggests use the
> > Set($foo, 'bar') style, yet I could only get it to work with $foo='bar';
> > style directives. Dunno if this is intended or not :-)
>
> Hmm. Works for me with RT 3.5.x and 3.6.x with Set(...) syntax. What
> version of RT are you using?
>

I'm using version v3.4.4 on Ubuntu Edgy. Not quite upgrade to 3.6 yet. The 
rest of the 3.4.4 configuration directives use Set(...), so looks like an 
oddity.

> > Also, I'm trying to get it to recursively search our directory for the
> > username that is entered. This is all well and good if I give it an OU to
> > search in along with the organisation. However, if I leave the OU out and
> > try to get it to search the entire organisation from the ground up, it
> > fails.
> >
> > Any thoughts on this? I have users from several parts of the NHS in the
> > facility here, and only about 75% of them are in the OU for the facility.
> > It makes it a little troublesome to roll out a fantastic new ticketing
> > system when some of them can't access it (although I'd prefer if they
> > couldn't log any problems at all :-)
>
> Hmmm. I'm not an LDAP expert, so I've copied this to the list in hopes
> we'll hear from one. My first instinct is to be sure the limitation
> isn't on the directory server's part (e.g. they've limited the depth
> of a search to avoid lots of full-depth searches) but that's probably
> not right.
>

The server at work doesn't have any recursion/depth limits on it, so I'm not 
sure where it's playing up. I've just tested RT on my home eDirectory setup, 
and it worked fine when the user was dropped straight into the top level of 
the organization, as well as when the the user was several OU's down the 
tree. This is all with the $LdapBase="o=glasgownet" I've tried moving the 
object at work into the top level, but it still bailed out. 

My object at work is cn=KyleG,ou=Net_Team,ou=CLIFTON,o=SCPMDE, and it'll only 
work with $LdapBase="ou=CLIFTON,o=SCPMDE", and my object at home is 
cn=kylegordon,ou=Home,ou=lodge,o=glasgownet yet it'll work with 
$LdapBase="o=glasgownet" This shows that it's probably something up with our 
eDir configuration, but I'm not sure where to start looking. Is it possible 
to get more debug output from RT or Perl?

Any thoughts would be appreciated :-)
 
> --j

Kyle
-- 
Kyle Gordon
kyle at lodge.glasgownet.com
http://lodge.glasgownet.com


From caralomi at hotmail.com  Sun Oct 29 20:56:39 2006
From: caralomi at hotmail.com (Carlos Ramon Lopez Midence)
Date: Sun, 29 Oct 2006 20:56:39 -0500
Subject: [rt-users] Looking for help on old post...
Message-ID: 

Running RT-3.6.1 on Debian 3.1

I have the following scrip that is trying to print information on the ticket
but when I try to create the ticket it does not create the ticket and it
does not print anything

Description: onCreatePrint
Condition: User defined
Action: User defined
Template: blank
Stage: TransactionCreate

Custom condition:
if( $self->TransactionObj->Type eq 'Create' &&
$self->TicketObj->Status eq 'new' ) {
return 1;
} else {
return undef;
}

Custom Action preparation code: none

Custom Action Cleanup code:
{
open(PRINTER, "| lpr -Pdelllase") || die "can't run lpr: $!";
print PRINTER "Testing printing response\n";
close(PRINTER) || die "can't close lpr: $!";
}

I have tried this code by itself and it does run and prints the desired
text, but when I try using it on RT, nothing happens, it does not create the
ticket nor prints my text

Any help as always will be appreciated..

_________________________________________________________________
Get FREE company branded e-mail accounts and business Web site from 
Microsoft Office Live 
http://clk.atdmt.com/MRT/go/mcrssaub0050001411mrt/direct/01/



From bijayant4u at yahoo.com  Mon Oct 30 02:44:19 2006
From: bijayant4u at yahoo.com (bijayant kumar)
Date: Mon, 30 Oct 2006 07:44:19 +0000 (GMT)
Subject: [rt-users] couldnot create database
Message-ID: <20061030074419.68334.qmail@web32709.mail.mud.yahoo.com>

Hi to all,
                 I am trying to install rt-3.6.1. I have a database dev-db/mysql-4.1.21. But when i am trying to run make initialize database i am getting this error
 
  srv rt-3.6.1 #  make initialize-database
 /usr/bin/perl //opt/rt3/sbin/rt-setup-database --action init --dba root --prompt-for-dba-password
 In order to create or update your RT database,Use of uninitialized value in concatenation (.) or string at //opt/rt3/sbin/rt-setup-database line 287.
 this script needs to connect to your mysql instance on  as root.
 Please specify that user's database password below. If the user has no database
 password, just press return.
 
 Password:
 Now creating a database for RT.
 Creating mysql database rt3.
 Now populating database schema.
 Creating database schema.
 readline() on closed filehandle SCHEMA_LOCAL at //opt/rt3/sbin/rt-setup-database line 192.
 Transactions not supported by database at /usr/lib/perl5/vendor_perl/5.8.7/i686-linux/DBI.pm line 1657.
 make: *** [initialize-database] Error 255
 
 I have tried it number of times but every time it gives the same error. I have all the necessary packages. I have checked it with 
 make testdeps
 
 Please help me... Thanks in advance
 

Bijayant Kumar
 Send instant messages to your online friends http://uk.messenger.yahoo.com 
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From asips at nl.clara.net  Mon Oct 30 03:18:42 2006
From: asips at nl.clara.net (Alain Sips)
Date: Mon, 30 Oct 2006 09:18:42 +0100
Subject: [rt-users] Problems Multi taksing
Message-ID: <20061030082038.52B1D53F584@mail2-new.vianetworks.nl>

Hello all,

 

Since the beginning of this week our RT (3.4.4) system runs really slowly.
However, from today on it also gives timeouts, and doesn't load pages.

I checked where it can be, and one thing I found out is that when you want
to retrieve a ticket, a lock is set during the time the ticket gets
displayed on the screen, for example: 

 

| 40456 | rt_user | rtdb.vianetworks.nl:56980 | rt3  | Query   |    8 | User
lock    | SELECT GET_LOCK('Apache-Session-3623293be2c14213fb0441bcba44ccf0',
3600)    

 

 

I suspect that during this time it is impossible to do anything with RT. I
checked this by having to windows open with RT. In window A I opened a large
ticket (time to display around 30 seconds, which is already too long), and
in window B I clicked the home button for RT. In the mysql administrator I
see the above lock, window A is filling up with the ticket and window B is
just hanging. From the moment window A is finished, the lock is removed and
window B immediately shows the main screen.

 

Is it normal behaviour that just wanting to show a ticket sets a lock on the
whole system? We haven't experienced not loading of pages because of
timeouts before, but that probably has something to do with the fact that
the system also seems slower.

 

We're running the mysql 5.0.15 on freebsd 5.4

 

Thanks for any help,

 

Alain Sips

 

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From darling at ccdc.cam.ac.uk  Mon Oct 30 04:38:19 2006
From: darling at ccdc.cam.ac.uk (Toby Darling)
Date: Mon, 30 Oct 2006 09:38:19 +0000
Subject: [rt-users] Re: Hyperlinks in tickets not clickable
In-Reply-To: <9d8340600610281921l648c24c3jd0176583bd8c0c62@mail.gmail.com>
References: <9d8340600610280737t151b2751i6c093db9d021cfb@mail.gmail.com>
	<9d8340600610281921l648c24c3jd0176583bd8c0c62@mail.gmail.com>
Message-ID: <4545C80B.5040008@ccdc.cam.ac.uk>

> Websites links in any outside email which creates a ticket
> in RT, are not clickable in RT ticket display.

I think you're looking for 
http://wiki.bestpractical.com/index.cgi?ClickableLinks

Cheers
Toby



From rfh at pipex.net  Mon Oct 30 06:33:27 2006
From: rfh at pipex.net (Roy El-Hames)
Date: Mon, 30 Oct 2006 11:33:27 +0000
Subject: [rt-users] On Correpond notify requestors Big bug 
In-Reply-To: <454234E4.2070603@pipex.net>
References: <454234E4.2070603@pipex.net>
Message-ID: <4545E307.7030001@pipex.net>

Re-sending this .. I just noticed that is also a bug on our production 
system which is rt-3.4.4 , I am certain the action Notify Requestor 
should mean mail the requestors only and do not cc the CCs.
Any help will be good , even if its someone else saying yeah we spotted 
this as well.
Roy

Roy El-Hames wrote:
> Hi There;
> the system is rt-3.6.1 / apache2 /mod_perl 2 /mysql 5
>
> I noticed that the notify requestors action also add the CC's and mail 
> them, I checked notify.pm and can't see why this is happening, any one 
> else noticed that and have a fix??
>
> Regards;
> Roy
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>



From girgen at pingpong.net  Mon Oct 30 06:39:24 2006
From: girgen at pingpong.net (Palle Girgensohn)
Date: Mon, 30 Oct 2006 12:39:24 +0100
Subject: [rt-users] project management vs. RT
In-Reply-To: <45423039.4060005@highwind.com>
References: <667E16774205C7DF8DD0A439@rambutan.pingpong.net>
	<453CE062.7030802@cel.ie> <45423039.4060005@highwind.com>
Message-ID: 



--On fredag, oktober 27, 2006 12.13.45 -0400 Josh Gagliardi 
 wrote:

> Ian Clancy wrote:
>> Palle,
>> I've been looking for a good web based project management tools also,
>> see my earlier thread.
>> You can find a good summary of open source project management tools here
>> http://proj.chbs.dk/ .
>> I would absolutely love it if someone built a project management tool on
>> top of RT. I feel this would compliment RT, RTFM etc.. very well.
>> Regards,
>>
>
> Given that RT contains assigment, priority, and duration information, and
> has a slot for holding dependencies, you *should* be able to generate a
> "how long does it take for these people to get all this done" from a
> clever database walk and liberal code-stealing from some of the open
> source programs.

Indeed. I'm not sure I have the time to do it, though. Hence I was 
interested in hearing if anyone has done it already...

Seems many are in the same boat as me...

Palle



From bestpractical at jon.limedaley.com  Mon Oct 30 08:22:00 2006
From: bestpractical at jon.limedaley.com (Jon Daley)
Date: Mon, 30 Oct 2006 08:22:00 -0500 (EST)
Subject: [rt-users] couldnot create database
In-Reply-To: <20061030074419.68334.qmail@web32709.mail.mud.yahoo.com>
References: <20061030074419.68334.qmail@web32709.mail.mud.yahoo.com>
Message-ID: 

On Mon, 30 Oct 2006, bijayant kumar wrote:
> I am trying to install rt-3.6.1. I have a database dev-db/mysql-4.1.21. 
> But when i am trying to run make initialize database i am getting this 
> error
>
>  srv rt-3.6.1 # make initialize-database /usr/bin/perl 
> //opt/rt3/sbin/rt-setup-database --action init --dba root 
> --prompt-for-dba-password In order to create or update your RT 
> database,Use of uninitialized value in concatenation (.) or string at 
> //opt/rt3/sbin/rt-setup-database line 287. this script needs to connect 
> to your mysql instance on as root.

 	It looks like you didn't configure the RT_SiteConfig file, because 
it can't find what type of database you are using, nor what host your 
database is on.

 	What do you have these set to?
Set($DatabaseType , 'Pg');
Set($DatabaseHost   , 'localhost');
Set($DatabaseRTHost , 'localhost');






From paolo at actcom.net.il  Mon Oct 30 08:59:31 2006
From: paolo at actcom.net.il (Paolo Supino)
Date: Mon, 30 Oct 2006 08:59:31 -0500
Subject: [rt-users] A few questions
Message-ID: <45460543.6010707@actcom.net.il>

Hi

  I have a couple of questions:
1. We were testing RT with minimal configuration (we left SiteConfig 
empty) and now we want to start using it seriously. We added the needed 
configurations to SiteConfig, but RT has not picked up on them. Is 
dumping the old database a must? We'd rather not do it because there are 
some tickets in there that we want to keep.

2. How (and where in the WebUI) do I give a user the ability to add 
content to a custom field?  We gave full rights to the users on the 
custom fields, but I can't find how and where a user can add/change the 
content of a custom field.




TUA
Paolo


From dongarbage at hotmail.com  Mon Oct 30 11:44:07 2006
From: dongarbage at hotmail.com (don garbage)
Date: Mon, 30 Oct 2006 16:44:07 +0000
Subject: [rt-users] Please help: RT3.4.4 running really slow
Message-ID: 

Hi all,

My users are complaining that RT is slow and not working to the point of 
being useless.

I'm very new to system administration and my RT3.4.4 is not working well on 
Ubuntu 6.06. I have followed the instructions here: 
http://wiki.bestpractical.com/index.cgi?UbuntuInstallGuide
Page loads are very slow and often stall without ever loading. I'm using 
postgres7.4 for the database with ssl (https).

Where should I start trying to track this down? Is there a log file I should 
look at?

Please help,
Don




From KFCrocker at lbl.gov  Mon Oct 30 11:54:54 2006
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 30 Oct 2006 08:54:54 -0800
Subject: [rt-users] On Correpond notify requestors Big bug
In-Reply-To: <4545E307.7030001@pipex.net>
References: <454234E4.2070603@pipex.net> <4545E307.7030001@pipex.net>
Message-ID: <45462E5E.4090602@lbl.gov>

Roy,


	We are also on 3.4.4 and we have not had this problem since we 
straightened out our privileges and scrips. If people ARE getting the 
notifications, then the action on your scrips needs to be looked at. 
Perhaps two (2) notifications are being triggered.


Kenn
LBNL

Roy El-Hames wrote:
> Re-sending this .. I just noticed that is also a bug on our production 
> system which is rt-3.4.4 , I am certain the action Notify Requestor 
> should mean mail the requestors only and do not cc the CCs.
> Any help will be good , even if its someone else saying yeah we spotted 
> this as well.
> Roy
> 
> Roy El-Hames wrote:
>> Hi There;
>> the system is rt-3.6.1 / apache2 /mod_perl 2 /mysql 5
>>
>> I noticed that the notify requestors action also add the CC's and mail 
>> them, I checked notify.pm and can't see why this is happening, any one 
>> else noticed that and have a fix??
>>
>> Regards;
>> Roy
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>>
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy 
> a copy at http://rtbook.bestpractical.com
> 


From rfh at pipex.net  Mon Oct 30 12:02:16 2006
From: rfh at pipex.net (Roy El-Hames)
Date: Mon, 30 Oct 2006 17:02:16 +0000
Subject: [rt-users] On Correpond notify requestors Big bug
In-Reply-To: <45462E5E.4090602@lbl.gov>
References: <454234E4.2070603@pipex.net> <4545E307.7030001@pipex.net>
	<45462E5E.4090602@lbl.gov>
Message-ID: <45463018.5000108@pipex.net>

Thanks Kenneth;
Hmm, blushing with shame, the problem is on my end ..sometime in the 
past 3 years the correspondence template was changed to include the 
RT-CC, so it cc the cc's.
I completely forgot that you can do that in templates and hence did not 
check them .. ..
Roy

Kenneth Crocker wrote:
> Roy,
>
>
>     We are also on 3.4.4 and we have not had this problem since we 
> straightened out our privileges and scrips. If people ARE getting the 
> notifications, then the action on your scrips needs to be looked at. 
> Perhaps two (2) notifications are being triggered.
>
>
> Kenn
> LBNL
>
> Roy El-Hames wrote:
>> Re-sending this .. I just noticed that is also a bug on our 
>> production system which is rt-3.4.4 , I am certain the action Notify 
>> Requestor should mean mail the requestors only and do not cc the CCs.
>> Any help will be good , even if its someone else saying yeah we 
>> spotted this as well.
>> Roy
>>
>> Roy El-Hames wrote:
>>> Hi There;
>>> the system is rt-3.6.1 / apache2 /mod_perl 2 /mysql 5
>>>
>>> I noticed that the notify requestors action also add the CC's and 
>>> mail them, I checked notify.pm and can't see why this is happening, 
>>> any one else noticed that and have a fix??
>>>
>>> Regards;
>>> Roy
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>>
>



From blkline at attglobal.net  Mon Oct 30 12:16:34 2006
From: blkline at attglobal.net (Barry L. Kline)
Date: Mon, 30 Oct 2006 12:16:34 -0500
Subject: [rt-users] Please help: RT3.4.4 running really slow
In-Reply-To: 
References: 
Message-ID: <45463372.3090703@attglobal.net>

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

don garbage wrote:

> Where should I start trying to track this down? Is there a log file I
> should look at?
> 
> Please help,
> Don

What are the hardware specs on this Ubuntu machine?  CPU, Memory and
disk I/O (e.g. IDE, SATA or SCSI)

What does the "top" command show -- anything bubble to the top as being
particularly bad.

Is this a new install that works poorly, or is it a working machine that
has been slowly degrading?

Barry
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From dongarbage at hotmail.com  Mon Oct 30 12:57:09 2006
From: dongarbage at hotmail.com (don garbage)
Date: Mon, 30 Oct 2006 17:57:09 +0000
Subject: [rt-users] Please help: RT3.4.4 running really slow
In-Reply-To: <45463372.3090703@attglobal.net>
Message-ID: 

Barry,

Thanks so much for the fast response.

The machine has 1GB of RAM, 200 GB SATA hard drive, 2.8GHZ dual core 
pentium.

My Ubuntu machine is very lightly loaded (nothing of note taking up 
resources from running top command). When trying to load a page (clicking on 
an open ticket for example), apache2 and postmaster show up briefly at the 
beginning of the list for top then they disappear. 9 out of 10 times, the 
page never fully loads. All that is shown the Best Practical banner at the 
top of the page and the progress bars shows about 1/3 has loaded.

This is a new install of RT that works poorly.

I'd appreciate any further help you could offer.

Thanks,
Don


>From: "Barry L. Kline" 
>CC: rt-users at lists.bestpractical.com
>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow
>Date: Mon, 30 Oct 2006 12:16:34 -0500
>
>-----BEGIN PGP SIGNED MESSAGE-----
>Hash: SHA1
>
>don garbage wrote:
>
> > Where should I start trying to track this down? Is there a log file I
> > should look at?
> >
> > Please help,
> > Don
>
>What are the hardware specs on this Ubuntu machine?  CPU, Memory and
>disk I/O (e.g. IDE, SATA or SCSI)
>
>What does the "top" command show -- anything bubble to the top as being
>particularly bad.
>
>Is this a new install that works poorly, or is it a working machine that
>has been slowly degrading?
>
>Barry
>-----BEGIN PGP SIGNATURE-----
>Version: GnuPG v1.2.6 (GNU/Linux)
>
>iD8DBQFFRjNyCFu3bIiwtTARAmQWAKCi31QN18pwBd426VQLeYFQQjBzBwCfTo1p
>k+axUv7Xf7uzq0IaGQXm3pQ=
>=XqYh
>-----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




From dtikhonov at vonage.com  Mon Oct 30 13:23:07 2006
From: dtikhonov at vonage.com (Dmitri Tikhonov)
Date: Mon, 30 Oct 2006 13:23:07 -0500
Subject: [rt-users] Problems Multi taksing
In-Reply-To: <20061030082038.52B1D53F584@mail2-new.vianetworks.nl>
References: <20061030082038.52B1D53F584@mail2-new.vianetworks.nl>
Message-ID: <1162232587.17271.10.camel@localhost.localdomain>

On Mon, 2006-10-30 at 09:18 +0100, Alain Sips wrote:
> I checked where it can be, and one thing I found out is that when you
> want to retrieve a ticket, a lock is set during the time the ticket
> gets displayed on the screen, for example: 
> 
>  
> 
> | 40456 | rt_user | rtdb.vianetworks.nl:56980 | rt3  | Query   |    8
> | User lock    | SELECT
> GET_LOCK('Apache-Session-3623293be2c14213fb0441bcba44ccf0', 3600)    

Which table is this from?

  - Dmitri.





From blkline at attglobal.net  Mon Oct 30 13:50:28 2006
From: blkline at attglobal.net (Barry L. Kline)
Date: Mon, 30 Oct 2006 13:50:28 -0500
Subject: [rt-users] Please help: RT3.4.4 running really slow
In-Reply-To: 
References: 
Message-ID: <45464974.4040602@attglobal.net>

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

don garbage wrote:
> Barry,
> 
> Thanks so much for the fast response.
> 
> The machine has 1GB of RAM, 200 GB SATA hard drive, 2.8GHZ dual core
> pentium.
> 
> My Ubuntu machine is very lightly loaded (nothing of note taking up
> resources from running top command). When trying to load a page
> (clicking on an open ticket for example), apache2 and postmaster show up
> briefly at the beginning of the list for top then they disappear. 9 out
> of 10 times, the page never fully loads. All that is shown the Best
> Practical banner at the top of the page and the progress bars shows
> about 1/3 has loaded.
> 
> This is a new install of RT that works poorly.
> 
> I'd appreciate any further help you could offer.
> 
> Thanks,
> Don
> 

Are you seeing any errors show up in the Apache logs?  I'm not familiar
with where Ubuntu puts it, but I'd look for /var/log/httpd/error_log.
If something pukes while Apache is processing it you'll get the kind of
problem you're describing and if you're lucky you'll find something in
the log to indicate what it is.

Barry
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From paolo at actcom.net.il  Mon Oct 30 14:32:51 2006
From: paolo at actcom.net.il (Paolo Supino)
Date: Mon, 30 Oct 2006 14:32:51 -0500
Subject: [rt-users] which version of RTFM
Message-ID: <45465363.5000205@actcom.net.il>

Hi

  I'm running RT version 3.6.1 and I want to add RTFM to it. Looking at 
the download page of RTF I saw that there is a major update that is in 
RC status. Is it stable enough to use in a production environment or 
should I stick with the older 2.1.40 version (which seems too old for RT 
3.6.1)?







TIA
Paolo



From jesse at bestpractical.com  Mon Oct 30 14:38:09 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 30 Oct 2006 14:38:09 -0500
Subject: [rt-users] which version of RTFM
In-Reply-To: <45465363.5000205@actcom.net.il>
References: <45465363.5000205@actcom.net.il>
Message-ID: <20061030193809.GA25226@bestpractical.com>




On Mon, Oct 30, 2006 at 02:32:51PM -0500, Paolo Supino wrote:
> Hi
> 
>  I'm running RT version 3.6.1 and I want to add RTFM to it. Looking at 
> the download page of RTF I saw that there is a major update that is in 
> RC status. Is it stable enough to use in a production environment or 
> should I stick with the older 2.1.40 version (which seems too old for RT 
> 3.6.1)?

2.2RC are the same series as 2.1. (2.1 were development releases for
2.2.0RC).  It's stable and production ready. We're just a bit busy right
now and I haven't released a copy with the letters "RC" rubbed out.


From rfox at findlay.edu  Mon Oct 30 13:43:23 2006
From: rfox at findlay.edu (Ryan Fox)
Date: Mon, 30 Oct 2006 13:43:23 -0500
Subject: [rt-users] Please help: RT3.4.4 running really slow
In-Reply-To: 
References: 
Message-ID: <454647CB.1080501@findlay.edu>

don garbage wrote:
> The machine has 1GB of RAM, 200 GB SATA hard drive, 2.8GHZ dual core 
> pentium.
> 
> My Ubuntu machine is very lightly loaded (nothing of note taking up 
> resources from running top command). When trying to load a page 
> (clicking on an open ticket for example), apache2 and postmaster show up 
> briefly at the beginning of the list for top then they disappear. 9 out 
> of 10 times, the page never fully loads. All that is shown the Best 
> Practical banner at the top of the page and the progress bars shows 
> about 1/3 has loaded.
> 
> This is a new install of RT that works poorly.

Certainly these are adequate machine specs.  If other network transfers 
between this machine and the clients are behaving poorly, I'd guess 
something network level, like duplex mismatch or flaky cable.

If other transfers are ok, I'd try to verify if other web pages/apps run 
from the same server also have problems.  If so, look at apache 
error_log and see if something like mod_gzip is causing problems.

If it is only RT that is having this problem, well, hm, I'd be surprised. :)

What version of apache/php/postgres is this on?

Ryan


> 
> I'd appreciate any further help you could offer.
> 
> Thanks,
> Don
> 
> 
>> From: "Barry L. Kline" 
>> CC: rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] Please help: RT3.4.4 running really slow
>> Date: Mon, 30 Oct 2006 12:16:34 -0500
>>
>> -----BEGIN PGP SIGNED MESSAGE-----
>> Hash: SHA1
>>
>> don garbage wrote:
>>
>> > Where should I start trying to track this down? Is there a log file I
>> > should look at?
>> >
>> > Please help,
>> > Don
>>
>> What are the hardware specs on this Ubuntu machine?  CPU, Memory and
>> disk I/O (e.g. IDE, SATA or SCSI)
>>
>> What does the "top" command show -- anything bubble to the top as being
>> particularly bad.
>>
>> Is this a new install that works poorly, or is it a working machine that
>> has been slowly degrading?
>>
>> Barry
>> -----BEGIN PGP SIGNATURE-----
>> Version: GnuPG v1.2.6 (GNU/Linux)
>>
>> iD8DBQFFRjNyCFu3bIiwtTARAmQWAKCi31QN18pwBd426VQLeYFQQjBzBwCfTo1p
>> k+axUv7Xf7uzq0IaGQXm3pQ=
>> =XqYh
>> -----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
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy 
> a copy at http://rtbook.bestpractical.com

-------------- next part --------------
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From vadud3 at gmail.com  Mon Oct 30 14:44:08 2006
From: vadud3 at gmail.com (Asif Iqbal)
Date: Mon, 30 Oct 2006 14:44:08 -0500
Subject: [rt-users] Please help: RT3.4.4 running really slow
In-Reply-To: <45464974.4040602@attglobal.net>
References: 
	<45464974.4040602@attglobal.net>
Message-ID: 

On 10/30/06, Barry L. Kline  wrote:
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
>
> don garbage wrote:
> > Barry,
> >
> > Thanks so much for the fast response.
> >
> > The machine has 1GB of RAM, 200 GB SATA hard drive, 2.8GHZ dual core
> > pentium.
> >
> > My Ubuntu machine is very lightly loaded (nothing of note taking up
> > resources from running top command). When trying to load a page
> > (clicking on an open ticket for example), apache2 and postmaster show up
> > briefly at the beginning of the list for top then they disappear. 9 out
> > of 10 times, the page never fully loads. All that is shown the Best
> > Practical banner at the top of the page and the progress bars shows
> > about 1/3 has loaded.

Make sure you are collection slow logs in mysql as well. It may tell
you issue with mysql part

> >
> > This is a new install of RT that works poorly.
> >
> > I'd appreciate any further help you could offer.
> >
> > Thanks,
> > Don
> >
>
> Are you seeing any errors show up in the Apache logs?  I'm not familiar
> with where Ubuntu puts it, but I'd look for /var/log/httpd/error_log.
> If something pukes while Apache is processing it you'll get the kind of
> problem you're describing and if you're lucky you'll find something in
> the log to indicate what it is.
>
> Barry
> -----BEGIN PGP SIGNATURE-----
> Version: GnuPG v1.2.6 (GNU/Linux)
>
> iD8DBQFFRklzCFu3bIiwtTARAhJ1AJ48ojmMgTEkfE04Br9XMmTmh9oMCQCgpgR/
> /O18hEo9PvrugVt0awsWV/U=
> =iGs4
> -----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
>


-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu


From dongarbage at hotmail.com  Mon Oct 30 14:49:07 2006
From: dongarbage at hotmail.com (don garbage)
Date: Mon, 30 Oct 2006 19:49:07 +0000
Subject: [rt-users] Please help: RT3.4.4 running really slow
In-Reply-To: <45464974.4040602@attglobal.net>
Message-ID: 

Barry,

Thanks again for the quick response.

I've looked in the apache2 error log file, which on ubuntu is 
/var/log/apache2/error.log.
There is no "puking" in the apache2 log file when the page is requested. The 
access.log file also looks normal with 3 "GET" messages.

Any other thoughts on where to look?

Thanks again for any further help on this,
Don



>From: "Barry L. Kline" 
>CC: rt-users at lists.bestpractical.com
>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow
>Date: Mon, 30 Oct 2006 13:50:28 -0500
>
>-----BEGIN PGP SIGNED MESSAGE-----
>Hash: SHA1
>
>don garbage wrote:
> > Barry,
> >
> > Thanks so much for the fast response.
> >
> > The machine has 1GB of RAM, 200 GB SATA hard drive, 2.8GHZ dual core
> > pentium.
> >
> > My Ubuntu machine is very lightly loaded (nothing of note taking up
> > resources from running top command). When trying to load a page
> > (clicking on an open ticket for example), apache2 and postmaster show up
> > briefly at the beginning of the list for top then they disappear. 9 out
> > of 10 times, the page never fully loads. All that is shown the Best
> > Practical banner at the top of the page and the progress bars shows
> > about 1/3 has loaded.
> >
> > This is a new install of RT that works poorly.
> >
> > I'd appreciate any further help you could offer.
> >
> > Thanks,
> > Don
> >
>
>Are you seeing any errors show up in the Apache logs?  I'm not familiar
>with where Ubuntu puts it, but I'd look for /var/log/httpd/error_log.
>If something pukes while Apache is processing it you'll get the kind of
>problem you're describing and if you're lucky you'll find something in
>the log to indicate what it is.
>
>Barry
>-----BEGIN PGP SIGNATURE-----
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>
>iD8DBQFFRklzCFu3bIiwtTARAhJ1AJ48ojmMgTEkfE04Br9XMmTmh9oMCQCgpgR/
>/O18hEo9PvrugVt0awsWV/U=
>=iGs4
>-----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




From vadud3 at gmail.com  Mon Oct 30 15:03:33 2006
From: vadud3 at gmail.com (Asif Iqbal)
Date: Mon, 30 Oct 2006 15:03:33 -0500
Subject: [rt-users] Search using google mini
Message-ID: 

Hi

Looking for a suggestion/hack on how to setup the apache part of RT to
allow google mini or any other web crawler to search RT tickets. I am
using mysql 4.0.24.

Thanks

-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu


From blkline at attglobal.net  Mon Oct 30 15:22:18 2006
From: blkline at attglobal.net (Barry L. Kline)
Date: Mon, 30 Oct 2006 15:22:18 -0500
Subject: [rt-users] Please help: RT3.4.4 running really slow
In-Reply-To: <454647CB.1080501@findlay.edu>
References: 
	<454647CB.1080501@findlay.edu>
Message-ID: <45465EFA.8080301@attglobal.net>

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

Ryan Fox wrote:
> This is a new install of RT that works poorly.
> 
> Certainly these are adequate machine specs.  If other network transfers 
> between this machine and the clients are behaving poorly, I'd guess 
> something network level, like duplex mismatch or flaky cable.
> 
> If other transfers are ok, I'd try to verify if other web pages/apps run 
> from the same server also have problems.  If so, look at apache 
> error_log and see if something like mod_gzip is causing problems.
> 
> If it is only RT that is having this problem, well, hm, I'd be surprised. :)
> 
> What version of apache/php/postgres is this on?
> 
> Ryan

These was going to be my next set of questions.  Which Ubuntu are you
using?  I use CentOS 4.4 for this purpose and have never had any
problems like this.   If you tell me the Ubuntu version I'll compare its
specs of apache/php/postgres with my installations, just to see how they
compare.

Barry
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From dongarbage at hotmail.com  Mon Oct 30 15:25:47 2006
From: dongarbage at hotmail.com (don garbage)
Date: Mon, 30 Oct 2006 20:25:47 +0000
Subject: [rt-users] Please help: RT3.4.4 running really slow
In-Reply-To: <454647CB.1080501@findlay.edu>
Message-ID: 

Ryan,

Thanks very much for your response.

I've copied the html of a page generated for an RT ticket and copied it out. 
I can access that page with no problems. So, there must be a problem 
somewhere in the machinery used by RT. Other network transfers on the 
machine do not have any problems.

I've looked in the apache2 log files (error.log and access.log) and there 
are no messages indicating any problems. I don't see anything about 
mod_gzip.

apache2 version info:
     Apache/2.0.55 (Ubuntu) mod_ssl/2.0.55 OpenSSL/0.9.8a mod_perl/2.0.2 
Perl/v5.8.7
php version info:
     php is not installed on the machine (does RT require php?)
postgres version: 7.4

Any further help is much appreciated.

Thanks,
Don



>From: Ryan Fox 
>To: don garbage 
>CC: rt-users at lists.bestpractical.com
>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow
>Date: Mon, 30 Oct 2006 13:43:23 -0500
>
>don garbage wrote:
>>The machine has 1GB of RAM, 200 GB SATA hard drive, 2.8GHZ dual core 
>>pentium.
>>
>>My Ubuntu machine is very lightly loaded (nothing of note taking up 
>>resources from running top command). When trying to load a page (clicking 
>>on an open ticket for example), apache2 and postmaster show up briefly at 
>>the beginning of the list for top then they disappear. 9 out of 10 times, 
>>the page never fully loads. All that is shown the Best Practical banner at 
>>the top of the page and the progress bars shows about 1/3 has loaded.
>>
>>This is a new install of RT that works poorly.
>
>Certainly these are adequate machine specs.  If other network transfers 
>between this machine and the clients are behaving poorly, I'd guess 
>something network level, like duplex mismatch or flaky cable.
>
>If other transfers are ok, I'd try to verify if other web pages/apps run 
>from the same server also have problems.  If so, look at apache error_log 
>and see if something like mod_gzip is causing problems.
>
>If it is only RT that is having this problem, well, hm, I'd be surprised. 
>:)
>
>What version of apache/php/postgres is this on?
>
>Ryan
>
>
>>
>>I'd appreciate any further help you could offer.
>>
>>Thanks,
>>Don
>>
>>
>>>From: "Barry L. Kline" 
>>>CC: rt-users at lists.bestpractical.com
>>>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow
>>>Date: Mon, 30 Oct 2006 12:16:34 -0500
>>>
>>>-----BEGIN PGP SIGNED MESSAGE-----
>>>Hash: SHA1
>>>
>>>don garbage wrote:
>>>
>>> > Where should I start trying to track this down? Is there a log file I
>>> > should look at?
>>> >
>>> > Please help,
>>> > Don
>>>
>>>What are the hardware specs on this Ubuntu machine?  CPU, Memory and
>>>disk I/O (e.g. IDE, SATA or SCSI)
>>>
>>>What does the "top" command show -- anything bubble to the top as being
>>>particularly bad.
>>>
>>>Is this a new install that works poorly, or is it a working machine that
>>>has been slowly degrading?
>>>
>>>Barry
>>>-----BEGIN PGP SIGNATURE-----
>>>Version: GnuPG v1.2.6 (GNU/Linux)
>>>
>>>iD8DBQFFRjNyCFu3bIiwtTARAmQWAKCi31QN18pwBd426VQLeYFQQjBzBwCfTo1p
>>>k+axUv7Xf7uzq0IaGQXm3pQ=
>>>=XqYh
>>>-----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
>>
>>
>>_______________________________________________
>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>>Community help: http://wiki.bestpractical.com
>>Commercial support: sales at bestpractical.com
>>
>>
>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a 
>>copy at http://rtbook.bestpractical.com
>


><< rfox.vcf >>




From dongarbage at hotmail.com  Mon Oct 30 15:28:27 2006
From: dongarbage at hotmail.com (don garbage)
Date: Mon, 30 Oct 2006 20:28:27 +0000
Subject: [rt-users] Please help: RT3.4.4 running really slow
In-Reply-To: <45465EFA.8080301@attglobal.net>
Message-ID: 

Barry,

I'm running Ubuntu 6.06.

Thanks so much for the help on this,
Don


>From: "Barry L. Kline" 
>CC: rt-users at lists.bestpractical.com
>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow
>Date: Mon, 30 Oct 2006 15:22:18 -0500
>
>-----BEGIN PGP SIGNED MESSAGE-----
>Hash: SHA1
>
>Ryan Fox wrote:
> > This is a new install of RT that works poorly.
> >
> > Certainly these are adequate machine specs.  If other network transfers
> > between this machine and the clients are behaving poorly, I'd guess
> > something network level, like duplex mismatch or flaky cable.
> >
> > If other transfers are ok, I'd try to verify if other web pages/apps run
> > from the same server also have problems.  If so, look at apache
> > error_log and see if something like mod_gzip is causing problems.
> >
> > If it is only RT that is having this problem, well, hm, I'd be 
>surprised. :)
> >
> > What version of apache/php/postgres is this on?
> >
> > Ryan
>
>These was going to be my next set of questions.  Which Ubuntu are you
>using?  I use CentOS 4.4 for this purpose and have never had any
>problems like this.   If you tell me the Ubuntu version I'll compare its
>specs of apache/php/postgres with my installations, just to see how they
>compare.
>
>Barry
>-----BEGIN PGP SIGNATURE-----
>Version: GnuPG v1.2.6 (GNU/Linux)
>
>iD8DBQFFRl75CFu3bIiwtTARAs3cAJ9y8tj8NZIDm2oFu+eTz0b3o0onXQCcCnu3
>eYbnS0v1bLh9TJq+YhZnIa8=
>=xanY
>-----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




From dongarbage at hotmail.com  Mon Oct 30 15:34:14 2006
From: dongarbage at hotmail.com (don garbage)
Date: Mon, 30 Oct 2006 20:34:14 +0000
Subject: [rt-users] Please help: RT3.4.4 running really slow
In-Reply-To: 
Message-ID: 

Asif,

I'm running postgres. What is the appropriate setting for logging for 
postgres?

Thanks,
Don


>From: "Asif Iqbal" 
>To: "Barry L. Kline" 
>CC: rt-users at lists.bestpractical.com
>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow
>Date: Mon, 30 Oct 2006 14:44:08 -0500
>
>On 10/30/06, Barry L. Kline  wrote:
>>-----BEGIN PGP SIGNED MESSAGE-----
>>Hash: SHA1
>>
>>don garbage wrote:
>> > Barry,
>> >
>> > Thanks so much for the fast response.
>> >
>> > The machine has 1GB of RAM, 200 GB SATA hard drive, 2.8GHZ dual core
>> > pentium.
>> >
>> > My Ubuntu machine is very lightly loaded (nothing of note taking up
>> > resources from running top command). When trying to load a page
>> > (clicking on an open ticket for example), apache2 and postmaster show 
>>up
>> > briefly at the beginning of the list for top then they disappear. 9 out
>> > of 10 times, the page never fully loads. All that is shown the Best
>> > Practical banner at the top of the page and the progress bars shows
>> > about 1/3 has loaded.
>
>Make sure you are collection slow logs in mysql as well. It may tell
>you issue with mysql part
>
>> >
>> > This is a new install of RT that works poorly.
>> >
>> > I'd appreciate any further help you could offer.
>> >
>> > Thanks,
>> > Don
>> >
>>
>>Are you seeing any errors show up in the Apache logs?  I'm not familiar
>>with where Ubuntu puts it, but I'd look for /var/log/httpd/error_log.
>>If something pukes while Apache is processing it you'll get the kind of
>>problem you're describing and if you're lucky you'll find something in
>>the log to indicate what it is.
>>
>>Barry
>>-----BEGIN PGP SIGNATURE-----
>>Version: GnuPG v1.2.6 (GNU/Linux)
>>
>>iD8DBQFFRklzCFu3bIiwtTARAhJ1AJ48ojmMgTEkfE04Br9XMmTmh9oMCQCgpgR/
>>/O18hEo9PvrugVt0awsWV/U=
>>=iGs4
>>-----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
>>
>
>
>--
>Asif Iqbal
>PGP Key: 0xE62693C5 KeyServer: pgp.mit.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




From aubrey.king at globalcrossing.com  Mon Oct 30 15:33:41 2006
From: aubrey.king at globalcrossing.com (Aubrey King)
Date: Mon, 30 Oct 2006 15:33:41 -0500 (EST)
Subject: [rt-users] maximum attachments..
In-Reply-To: 
References: <45422660.7080602@shaker.k12.nh.us>
	
Message-ID: 


Nothing?

Aubrey King
Systems Engineer
IP Systems Engineering
Global Crossing, Ltd.

On Fri, 27 Oct 2006, Aubrey King wrote:

>
> Hi there.  I have been using rt for a looong time and I've never had anyone 
> need to put in more than 2 attachments.. until today.
>
> We have debian sarge, rt 3.2.1, mysql 4.0.23.
>
> Here is pertinent stuff:
>
> rt3:/opt/rt3/etc# grep packet /etc/mysql/my.cnf
> max_allowed_packet      = 30M
> max_allowed_packet      = 30M
>
> rt3:/opt/rt3/etc# grep ttach /opt/rt3/etc/RT_Config.pm
> # added by aubrey to try getting more attachments.
> Set($MaxAttachmentLength, 10);
> # $MaxAttachmentSize sets the maximum size (in bytes) of attachments stored
> # Set($MaxAttachmentSize , 10000000);
> Set($MaxAttachmentSize , 30000000);
> # $TruncateLongAttachments: if this is set to a non-undef value,
> # RT will truncate attachments longer than MaxAttachmentLength.
> Set($TruncateLongAttachments , undef);
> # $DropLongAttachments: if this is set to a non-undef value,
> # RT will silently drop attachments longer than MaxAttachmentLength.
> Set($DropLongAttachments , undef);
> # if TrustHTMLAttachments is not defined, we will display them
> Set($TrustHTMLAttachments , undef);
> # $MaxInlineBody is the maximum attachment size that we want to see
> # an attachment uses if not specified.  Must be recognized by
>
> Can someone give me an idea of how to get this thing accepting more messages? 
> Am I missing something obvious?
>
> Aubrey King
> Systems Engineer
> IP Systems Engineering
> Global Crossing, 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
>


From aubrey.king at globalcrossing.com  Mon Oct 30 15:36:45 2006
From: aubrey.king at globalcrossing.com (Aubrey King)
Date: Mon, 30 Oct 2006 15:36:45 -0500 (EST)
Subject: [rt-users] reporting..
In-Reply-To: 
References: 
Message-ID: 


Can someone suggest a full-featured reporting tool out there?  I tried 
RTx-Statistics and it gives me a lot, but I just need to have a report 
generated like ticket search does, but INCLUDE the details of each ticket. 
Is there a way to hack that in custom fields of a standard search?

Aubrey King
Systems Engineer
IP Systems Engineering
Global Crossing, Ltd.



From comozo at gmail.com  Mon Oct 30 15:47:49 2006
From: comozo at gmail.com (Issa Moussa)
Date: Mon, 30 Oct 2006 21:47:49 +0100
Subject: [rt-users] configure RT selfservice
Message-ID: 

hi,

I will like to configure RT, so that the users can see the tickets of which
they are not requestor?
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From pkime at Shopzilla.com  Mon Oct 30 16:14:06 2006
From: pkime at Shopzilla.com (Philip Kime)
Date: Mon, 30 Oct 2006 13:14:06 -0800
Subject: [rt-users] How to reject email outside of a certain domain?
Message-ID: <9C0091F428E697439E7A773FFD083427435B01@szexchange.Shopzilla.inc>

We have an internal-only RT setup - not customer facing and would like
to be able to block emailed tickets from outside of a specific domain -
I can't see any obvious way to get this from the RT_Config.pm file -
someone must have already done this? Or do you just config this in
sendmail?
 
PK
 
--
Philip Kime
NOPS Systems Architect
310 401 0407
 
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From bestpractical at jon.limedaley.com  Mon Oct 30 16:33:11 2006
From: bestpractical at jon.limedaley.com (Jon Daley)
Date: Mon, 30 Oct 2006 16:33:11 -0500 (EST)
Subject: [rt-users] How to reject email outside of a certain domain?
In-Reply-To: <9C0091F428E697439E7A773FFD083427435B01@szexchange.Shopzilla.inc>
References: <9C0091F428E697439E7A773FFD083427435B01@szexchange.Shopzilla.inc>
Message-ID: 

On Mon, 30 Oct 2006, Philip Kime wrote:
> We have an internal-only RT setup - not customer facing and would like
> to be able to block emailed tickets from outside of a specific domain -
> I can't see any obvious way to get this from the RT_Config.pm file -
> someone must have already done this? Or do you just config this in
> sendmail?

 	Correct - just configure this in your mail server.


From jackc at teptin.net  Mon Oct 30 16:41:36 2006
From: jackc at teptin.net (Jan Korbel)
Date: Mon, 30 Oct 2006 22:41:36 +0100
Subject: [rt-users] configure RT selfservice
In-Reply-To: 
References: 
Message-ID: <45467190.3060201@teptin.net>

See this diff:

diff share/html/SelfService/Elements/MyRequests 
local/html/SelfService/Elements/MyRequests

72d71
< $MyTickets->LimitWatcher(TYPE => 'Requestor', VALUE => 
$session{'CurrentUser'}->EmailAddress);

(so i have copy of file in local with deleted one ^ line)

It is for version 3.6.1.

H.

Issa Moussa wrote:
> hi,
> 
> I will like to configure RT, so that the users can see the tickets of 
> which they are not requestor?
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From blkline at attglobal.net  Mon Oct 30 16:55:13 2006
From: blkline at attglobal.net (Barry L. Kline)
Date: Mon, 30 Oct 2006 16:55:13 -0500
Subject: [rt-users] Please help: RT3.4.4 running really slow
In-Reply-To: 
References: 
Message-ID: <454674C1.1050400@attglobal.net>

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

don garbage wrote:

> apache2 version info:
>     Apache/2.0.55 (Ubuntu) mod_ssl/2.0.55 OpenSSL/0.9.8a mod_perl/2.0.2
> Perl/v5.8.7
> php version info:
>     php is not installed on the machine (does RT require php?)
> postgres version: 7.4
> 

No, RT does not require PHP.  Your machine should surely be up to this
task.  Here are some more questions:

Did you install mod_fastcgi?

Would you please post the contents of your httpd.conf file, without
comments.  Use:

grep -v '^#' /etc/httpd/conf/httpd.conf | \
grep -v '^$' > /tmp/httpd.conf.clean

to create a cleaned file, then post it.  Also, could you post your
/opt/rt3/etc/RT_SiteConfig.pm file, too?  You can do the same as above
for that file (to remove comments)... You might want to obfuscate the
database password & host info before posting...

Barry

-----BEGIN PGP SIGNATURE-----
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iD4DBQFFRnTBCFu3bIiwtTARAk3xAJj/bOJKm6Q6FdDE+skYWLQ331JIAJ4r2JCX
J7UAowwRFv2P51ewLK6sZQ==
=nAPU
-----END PGP SIGNATURE-----


From todd at chaka.net  Mon Oct 30 17:03:48 2006
From: todd at chaka.net (Todd Chapman)
Date: Mon, 30 Oct 2006 17:03:48 -0500
Subject: [rt-users] How to reject email outside of a certain domain?
In-Reply-To: <9C0091F428E697439E7A773FFD083427435B01@szexchange.Shopzilla.inc>
References: <9C0091F428E697439E7A773FFD083427435B01@szexchange.Shopzilla.inc>
Message-ID: <20061030220348.GC16096@chaka.net>

You can probably override LoadOrCreateByEmail to check the
email address.

On Mon, Oct 30, 2006 at 01:14:06PM -0800, Philip Kime wrote:
> We have an internal-only RT setup - not customer facing and would like
> to be able to block emailed tickets from outside of a specific domain -
> I can't see any obvious way to get this from the RT_Config.pm file -
> someone must have already done this? Or do you just config this in
> sendmail?
>  
> 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


From tom at netspot.com.au  Mon Oct 30 17:15:39 2006
From: tom at netspot.com.au (Tom Lanyon)
Date: Tue, 31 Oct 2006 08:45:39 +1030
Subject: [rt-users] Errors when using CustomFields
Message-ID: <4546798B.2080501@netspot.com.au>

Hi List,

We seem to be having issues with our production RT 3.6.1 instance when 
using CustomFields. Everything works perfectly if we don't set a value 
for a custom field, but as soon as you try to create a ticket with a 
value for one of the custom fields we get a "Ticket could not be 
created" error in the web interface and something like this in the 
rt.log file:

[debug]: About to think about scrips for transaction #129835 
(/var/www/rt/lib/RT/Transaction_Overlay.pm:165)
[debug]: About to think about scrips for transaction #129836 
(/var/www/rt/lib/RT/Transaction_Overlay.pm:165)
[debug]: About to think about scrips for transaction #129837 
(/var/www/rt/lib/RT/Transaction_Overlay.pm:165)
[debug]: About to think about scrips for transaction #129838 
(/var/www/rt/lib/RT/Transaction_Overlay.pm:165)
[debug]: About to think about scrips for transaction #129839 
(/var/www/rt/lib/RT/Transaction_Overlay.pm:165)
[debug]: About to prepare scrips for transaction #129839 
(/var/www/rt/lib/RT/Transaction_Overlay.pm:169)
[crit]: RT::Ticket=HASH(0xa1e0e10) tried to load a bogus ticket: 21500 
(/var/www/rt/lib/RT/Ticket_Overlay.pm:258)
[err]: RT::Scrips=HASH(0xa1d2544) couldn't load ticket 21500 
(/var/www/rt/lib/RT/Scrips_Overlay.pm:288)
[debug]: Found 3 scrips (/var/www/rt/lib/RT/Scrips_Overlay.pm:363)
[crit]: RT::Ticket=HASH(0xa1e6fe8) tried to load a bogus ticket: 21500 
(/var/www/rt/lib/RT/Ticket_Overlay.pm:258)
[crit]: RT::Ticket=HASH(0xa1e7ea0) tried to load a bogus ticket: 21500 
(/var/www/rt/lib/RT/Ticket_Overlay.pm:258)
[crit]: RT::Ticket=HASH(0xa1fe2f8) tried to load a bogus ticket: 21500 
(/var/www/rt/lib/RT/Ticket_Overlay.pm:258)
[crit]: RT::Ticket=HASH(0xa1fe148) tried to load a bogus ticket: 21500 
(/var/www/rt/lib/RT/Ticket_Overlay.pm:258)
[crit]: RT::Ticket=HASH(0xa201808) tried to load a bogus ticket: 21500 
(/var/www/rt/lib/RT/Ticket_Overlay.pm:258)
[debug]: About to commit scrips for transaction #129839 
(/var/www/rt/lib/RT/Transaction_Overlay.pm:178)
[crit]: RT::Ticket=HASH(0xa10290c) tried to load a bogus ticket: 21500 
(/var/www/rt/lib/RT/Ticket_Overlay.pm:258)
[error]: Ticket couldn't be created:  
(/var/www/rt/lib/RT/Ticket_Overlay.pm:763)
[error]: WebRT: Ticket could not be created due to an internal error () 
(var/www/rt/share/html/Elements/Error:76)

It seems that it hits some error which is critical enough to roll back 
ticket creation, but doesn't say what that error is!

Any ideas?

Regards,
Tom

-- 
Tom Lanyon
Systems Administrator
NetSpot Pty Ltd



From pkime at Shopzilla.com  Mon Oct 30 18:45:56 2006
From: pkime at Shopzilla.com (Philip Kime)
Date: Mon, 30 Oct 2006 15:45:56 -0800
Subject: [rt-users] How to reject email outside of a certain domain?
Message-ID: <9C0091F428E697439E7A773FFD083427435B04@szexchange.Shopzilla.inc>


> You can probably override LoadOrCreateByEmail to check the email
address.

That's useful for another problem I have - wanting to reject adding
arbitrary watcher emails, thanks. It seems that rt-mailgate already has
a mechanism for doing things like this. I altered

/local/lib/RT/Interface/Email/Auth/MailFrom.pm

to do a check on the email address and it works fine.

PK


From dongarbage at hotmail.com  Mon Oct 30 20:33:01 2006
From: dongarbage at hotmail.com (don garbage)
Date: Tue, 31 Oct 2006 01:33:01 +0000
Subject: [rt-users] Please help: RT3.4.4 running really slow
Message-ID: 

Barry,

The configuration files are attached. Ubuntu has split out the apache2 
config files into:
     /etc/apache2/apache2.conf
     /etc/apache2/sites-available/ssl

mod_fastcgi is not installed. Should it be?

Thanks so much for the help,
Don

>From: "Barry L. Kline" 
>CC: rt-users at lists.bestpractical.com
>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow
>Date: Mon, 30 Oct 2006 16:55:13 -0500
>
>-----BEGIN PGP SIGNED MESSAGE-----
>Hash: SHA1
>
>don garbage wrote:
>
> > apache2 version info:
> >     Apache/2.0.55 (Ubuntu) mod_ssl/2.0.55 OpenSSL/0.9.8a mod_perl/2.0.2
> > Perl/v5.8.7
> > php version info:
> >     php is not installed on the machine (does RT require php?)
> > postgres version: 7.4
> >
>
>No, RT does not require PHP.  Your machine should surely be up to this
>task.  Here are some more questions:
>
>Did you install mod_fastcgi?
>
>Would you please post the contents of your httpd.conf file, without
>comments.  Use:
>
>grep -v '^#' /etc/httpd/conf/httpd.conf | \
>grep -v '^$' > /tmp/httpd.conf.clean
>
>to create a cleaned file, then post it.  Also, could you post your
>/opt/rt3/etc/RT_SiteConfig.pm file, too?  You can do the same as above
>for that file (to remove comments)... You might want to obfuscate the
>database password & host info before posting...
>
>Barry
>
>-----BEGIN PGP SIGNATURE-----
>Version: GnuPG v1.2.6 (GNU/Linux)
>
>iD4DBQFFRnTBCFu3bIiwtTARAk3xAJj/bOJKm6Q6FdDE+skYWLQ331JIAJ4r2JCX
>J7UAowwRFv2P51ewLK6sZQ==
>=nAPU
>-----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

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From Wolfgang.Fuertbauer at ebewe.com  Mon Oct 30 23:29:49 2006
From: Wolfgang.Fuertbauer at ebewe.com (Wolfgang.Fuertbauer at ebewe.com)
Date: Tue, 31 Oct 2006 05:29:49 +0100
Subject: [rt-users] Re: RE: RT issue: Ticket URL wrong after 'Take'?
In-Reply-To: <005101c6fc7b$c6806cc0$6601a8c0@MAIN.MBROSTECH.COM>
Message-ID: 

Pawel,

yes we solved; look at the url

> Resolved this today, it's a bug, but I could not find an explicit
> reference to the code change necessary to fix it until I looked in SVN.
> 
> http://svn.bestpractical.com/cgi-bin/index.cgi/bps/revision?rev=5793
> 
> Hopefully this post will save some people time.
> 
> ciao
> 
> Luca

But this link does not seam to work anymore; it was a correction in 
/opt/rt3/etc/initialdata
here is the working section for the 3.6.1 release

(starting line 549)
# Predefined searches

@Attributes = (
    { Name => 'Search - My Tickets',
      Description => '[_1] highest priority tickets I own', # loc
      Content     =>
        { Format => "'__id__/TITLE:#', 
'__Subject__/TITLE:Subject', Priority, 
QueueName, ExtendedStatus",
        Query   => " Owner = '__CurrentUser__' AND ( Status = 'new' OR 
Status = 'open')",
        OrderBy => 'Priority',
        Order   => 'DESC' },
    },

you have to remove and add the Subject column in "Customize ..." in the "
10 highest priority tickets I own"

Hope that helps
Wolfgang


> No.  I got tired of the lack of a support forum and little response from 
the
> mailing list.  There was no documentation and an incomplete explanation 
of
> how to setup and use.  So, I wrote my own open source ASP ticket 
tracker.
> Good luck! 
> 
> -----Original Message-----
> From: Pawel Osiczko [mailto:p.osiczko at rockymountainrescue.org] 
> Sent: Monday, October 30, 2006 3:38 PM
> To: kyle at mbrostech.com
> Cc: Wolfgang.Fuertbauer at ebewe.com
> Subject: RT issue: Ticket URL wrong after 'Take'?
> 
> 
> Hello,
> 
> Did you guys solve this issue by any chance? I'm seeing exactly the same
> issue:
> 
> http://marc.theaimsgroup.com/?l=rt-users&m=115950970523090&w=2
> 
> Thanks,
> 
> --p
> 
> 



----------------------------------------------------------------------
Wolfgang Fuertbauer (e-Mail: Wolfgang.Fuertbauer at ebewe.com)
EBEWE Pharma                          
Mondseestrasse 11                     
4866  Unterach, Austria
Tel +43 7665 8123 315    Mobile: +43 664 8397987
Fax +43 7665 8123 1487
http://www.ebewe.com
-------------- next part --------------
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From asips at nl.clara.net  Tue Oct 31 03:45:42 2006
From: asips at nl.clara.net (Alain Sips)
Date: Tue, 31 Oct 2006 09:45:42 +0100
Subject: [rt-users] Problems Multi taksing
Message-ID: <20061031084632.B3597DB0854@mail1-new.vianetworks.nl>

This is if you do 

SHOW Processlist;

in mysql.

I think we may have found the cause of the problem: every user is a
privileged user who had modifyticket rights. Of course this brings problems
once the database is growing. I'm going to change all permissions today and
hope this will do the trick..

Thanks,
Alain

-----Original Message-----
From: Dmitri Tikhonov [mailto:dtikhonov at vonage.com] 
Sent: maandag 30 oktober 2006 19:23
To: Alain Sips
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Problems Multi taksing

On Mon, 2006-10-30 at 09:18 +0100, Alain Sips wrote:
> I checked where it can be, and one thing I found out is that when you
> want to retrieve a ticket, a lock is set during the time the ticket
> gets displayed on the screen, for example: 
> 
>  
> 
> | 40456 | rt_user | rtdb.vianetworks.nl:56980 | rt3  | Query   |    8
> | User lock    | SELECT
> GET_LOCK('Apache-Session-3623293be2c14213fb0441bcba44ccf0', 3600)    

Which table is this from?

  - Dmitri.





From andreas.sinn at cpb-software.ag  Tue Oct 31 05:31:01 2006
From: andreas.sinn at cpb-software.ag (Sinn Andreas)
Date: Tue, 31 Oct 2006 11:31:01 +0100
Subject: [rt-users] Postfix + rt-mailgate
Message-ID: <07FD4DCB6B2E194495066CA0A5CF1177452D4A@MXS1.cpbs.at>

Hi everyone,

please help me:

When I send an email to rt, I get the following error in the maillog:
 
fatal: execvp /opt/rt3/bin/rt-mailgate: Operation not permitted


What should I do?

Danks,

Andreas




From sjohnson at sbinsystems.com  Tue Oct 31 09:29:53 2006
From: sjohnson at sbinsystems.com (sjohnson at sbinsystems.com)
Date: Tue, 31 Oct 2006 09:29:53 -0500 (EST)
Subject: [rt-users] maximum attachments..
In-Reply-To: 
References: <45422660.7080602@shaker.k12.nh.us>
	
	
Message-ID: <23370.67.141.47.242.1162304993.squirrel@webmail.sbinsystems.com>

I'm experiencing the same problem in our "production" RT instance. I just
installed RT on my local system to see if I could duplicate the problem,
but I am able to attach multiple attachments at a time on the newly
installed system.

In both cases, the version is 3.6.1

On Mon, October 30, 2006 3:33 pm, Aubrey King wrote:
>

> Nothing?
>
>
> Aubrey King
> Systems Engineer
> IP Systems Engineering
> Global Crossing, Ltd.
>
>
> On Fri, 27 Oct 2006, Aubrey King wrote:
>
>
>>
>> Hi there.  I have been using rt for a looong time and I've never had
>> anyone need to put in more than 2 attachments.. until today.
>>
>> We have debian sarge, rt 3.2.1, mysql 4.0.23.
>>
>>
>> Here is pertinent stuff:
>>
>>
>> rt3:/opt/rt3/etc# grep packet /etc/mysql/my.cnf
>> max_allowed_packet      = 30M max_allowed_packet      = 30M
>>
>> rt3:/opt/rt3/etc# grep ttach /opt/rt3/etc/RT_Config.pm
>> # added by aubrey to try getting more attachments.
>> Set($MaxAttachmentLength, 10);
>> # $MaxAttachmentSize sets the maximum size (in bytes) of attachments
>> stored # Set($MaxAttachmentSize , 10000000);
>> Set($MaxAttachmentSize , 30000000);
>> # $TruncateLongAttachments: if this is set to a non-undef value,
>> # RT will truncate attachments longer than MaxAttachmentLength.
>> Set($TruncateLongAttachments , undef);
>> # $DropLongAttachments: if this is set to a non-undef value,
>> # RT will silently drop attachments longer than MaxAttachmentLength.
>> Set($DropLongAttachments , undef);
>> # if TrustHTMLAttachments is not defined, we will display them
>> Set($TrustHTMLAttachments , undef);
>> # $MaxInlineBody is the maximum attachment size that we want to see
>> # an attachment uses if not specified.  Must be recognized by
>>
>>
>> Can someone give me an idea of how to get this thing accepting more
>> messages? Am I missing something obvious?
>>
>>
>> Aubrey King
>> Systems Engineer
>> IP Systems Engineering
>> Global Crossing, 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
>>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>




From sjohnson at sbinsystems.com  Tue Oct 31 09:33:57 2006
From: sjohnson at sbinsystems.com (sjohnson at sbinsystems.com)
Date: Tue, 31 Oct 2006 09:33:57 -0500 (EST)
Subject: [rt-users] maximum attachments..
In-Reply-To: 
References: <45422660.7080602@shaker.k12.nh.us>
	
	
Message-ID: <23528.67.141.47.242.1162305237.squirrel@webmail.sbinsystems.com>

I'm experiencing the same problem with our production RT instance. I did a
fresh install of RT (in both cases, the version is 3.6.1) on my local
system, and multiple attachments work correctly. I've been through the
configs in both cases, and can't seem to see a difference that would
affect multiple attachments.

The symptom in my case is when trying to attach multiple attachments to a
ticket, when the "Add More Files" button is clicked to add the second
file, the checkbox and name of the first attached file is replaced by a
checkbox and name of the second file to be attached. Also, if the ticket
is updated at that point, neither attachment is used. If only a single
attachment is used, it affixes to the ticket correctly.



On Mon, October 30, 2006 3:33 pm, Aubrey King wrote:
>

> Nothing?
>
>
> Aubrey King
> Systems Engineer
> IP Systems Engineering
> Global Crossing, Ltd.
>
>
> On Fri, 27 Oct 2006, Aubrey King wrote:
>
>
>>
>> Hi there.  I have been using rt for a looong time and I've never had
>> anyone need to put in more than 2 attachments.. until today.
>>
>> We have debian sarge, rt 3.2.1, mysql 4.0.23.
>>
>>
>> Here is pertinent stuff:
>>
>>
>> rt3:/opt/rt3/etc# grep packet /etc/mysql/my.cnf
>> max_allowed_packet      = 30M max_allowed_packet      = 30M
>>
>> rt3:/opt/rt3/etc# grep ttach /opt/rt3/etc/RT_Config.pm
>> # added by aubrey to try getting more attachments.
>> Set($MaxAttachmentLength, 10);
>> # $MaxAttachmentSize sets the maximum size (in bytes) of attachments
>> stored # Set($MaxAttachmentSize , 10000000);
>> Set($MaxAttachmentSize , 30000000);
>> # $TruncateLongAttachments: if this is set to a non-undef value,
>> # RT will truncate attachments longer than MaxAttachmentLength.
>> Set($TruncateLongAttachments , undef);
>> # $DropLongAttachments: if this is set to a non-undef value,
>> # RT will silently drop attachments longer than MaxAttachmentLength.
>> Set($DropLongAttachments , undef);
>> # if TrustHTMLAttachments is not defined, we will display them
>> Set($TrustHTMLAttachments , undef);
>> # $MaxInlineBody is the maximum attachment size that we want to see
>> # an attachment uses if not specified.  Must be recognized by
>>
>>
>> Can someone give me an idea of how to get this thing accepting more
>> messages? Am I missing something obvious?
>>
>>
>> Aubrey King
>> Systems Engineer
>> IP Systems Engineering
>> Global Crossing, 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
>>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>




From sjohnson at sbinsystems.com  Tue Oct 31 10:08:02 2006
From: sjohnson at sbinsystems.com (sjohnson at sbinsystems.com)
Date: Tue, 31 Oct 2006 10:08:02 -0500 (EST)
Subject: [rt-users] maximum attachments..
In-Reply-To: <23528.67.141.47.242.1162305237.squirrel@webmail.sbinsystems.com>
References: <45422660.7080602@shaker.k12.nh.us>
	
	
	<23528.67.141.47.242.1162305237.squirrel@webmail.sbinsystems.com>
Message-ID: <24953.67.141.47.242.1162307282.squirrel@webmail.sbinsystems.com>

Sorry for the double post ....

On Tue, October 31, 2006 9:33 am, sjohnson at sbinsystems.com wrote:
> I'm experiencing the same problem with our production RT instance. I did
> a fresh install of RT (in both cases, the version is 3.6.1) on my local
> system, and multiple attachments work correctly. I've been through the
> configs in both cases, and can't seem to see a difference that would
> affect multiple attachments.
>
> The symptom in my case is when trying to attach multiple attachments to a
>  ticket, when the "Add More Files" button is clicked to add the second
> file, the checkbox and name of the first attached file is replaced by a
> checkbox and name of the second file to be attached. Also, if the ticket
> is updated at that point, neither attachment is used. If only a single
> attachment is used, it affixes to the ticket correctly.
>
>
>
> On Mon, October 30, 2006 3:33 pm, Aubrey King wrote:
>
>>
>
>> Nothing?
>>
>>
>>
>> Aubrey King
>> Systems Engineer
>> IP Systems Engineering
>> Global Crossing, Ltd.
>>
>>
>>
>> On Fri, 27 Oct 2006, Aubrey King wrote:
>>
>>
>>
>>>
>>> Hi there.  I have been using rt for a looong time and I've never had
>>> anyone need to put in more than 2 attachments.. until today.
>>>
>>> We have debian sarge, rt 3.2.1, mysql 4.0.23.
>>>
>>>
>>>
>>> Here is pertinent stuff:
>>>
>>>
>>>
>>> rt3:/opt/rt3/etc# grep packet /etc/mysql/my.cnf
>>> max_allowed_packet      = 30M max_allowed_packet      = 30M
>>>
>>> rt3:/opt/rt3/etc# grep ttach /opt/rt3/etc/RT_Config.pm
>>> # added by aubrey to try getting more attachments.
>>> Set($MaxAttachmentLength, 10);
>>> # $MaxAttachmentSize sets the maximum size (in bytes) of attachments
>>> stored # Set($MaxAttachmentSize , 10000000); Set($MaxAttachmentSize ,
>>> 30000000);
>>> # $TruncateLongAttachments: if this is set to a non-undef value,
>>> # RT will truncate attachments longer than MaxAttachmentLength.
>>> Set($TruncateLongAttachments , undef);
>>> # $DropLongAttachments: if this is set to a non-undef value,
>>> # RT will silently drop attachments longer than MaxAttachmentLength.
>>> Set($DropLongAttachments , undef);
>>> # if TrustHTMLAttachments is not defined, we will display them
>>> Set($TrustHTMLAttachments , undef);
>>> # $MaxInlineBody is the maximum attachment size that we want to see
>>> # an attachment uses if not specified.  Must be recognized by
>>>
>>>
>>>
>>> Can someone give me an idea of how to get this thing accepting more
>>> messages? Am I missing something obvious?
>>>
>>>
>>> Aubrey King
>>> Systems Engineer
>>> IP Systems Engineering
>>> Global Crossing, 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
>>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>>
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.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
>
>




From nixon at nsc.liu.se  Tue Oct 31 10:20:22 2006
From: nixon at nsc.liu.se (Leif Nixon)
Date: Tue, 31 Oct 2006 16:20:22 +0100
Subject: [rt-users] Postfix + rt-mailgate
In-Reply-To: <07FD4DCB6B2E194495066CA0A5CF1177452D4A@MXS1.cpbs.at> (Sinn
	Andreas's message of "Tue, 31 Oct 2006 11:31:01 +0100")
References: <07FD4DCB6B2E194495066CA0A5CF1177452D4A@MXS1.cpbs.at>
Message-ID: 

"Sinn Andreas"  writes:

> When I send an email to rt, I get the following error in the maillog:
>  
> fatal: execvp /opt/rt3/bin/rt-mailgate: Operation not permitted
>
>
> What should I do?

Check the permissions on /opt/rt3/bin/rt-mailgate.

-- 
Leif Nixon                       -            Systems expert
------------------------------------------------------------
National Supercomputer Centre    -      Linkoping University
------------------------------------------------------------


From david.chandek.stark at duke.edu  Tue Oct 31 10:29:09 2006
From: david.chandek.stark at duke.edu (David Chandek-Stark)
Date: Tue, 31 Oct 2006 10:29:09 -0500
Subject: [rt-users] Hyperlinks in tickets not clickable
In-Reply-To: <9d8340600610280737t151b2751i6c093db9d021cfb@mail.gmail.com>
Message-ID: 

See http://wiki.bestpractical.com/index.cgi?ClickableLinks

rt-users-bounces at lists.bestpractical.com wrote on 10/28/2006 10:37:02 AM:

> Any sort of URL hyperlinks in tickets are
> not clickable.
> 
> Is there any configuration switch to
> enable this?
> 
> 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



From j0ey at j0ey.de  Tue Oct 31 10:19:33 2006
From: j0ey at j0ey.de (joey)
Date: Tue, 31 Oct 2006 16:19:33 +0100
Subject: [rt-users] migrating to another server(-version)
Message-ID: <45476985.6010209@j0ey.de>

Hey there,

i have RT 3.0.12 installed and productive; configured and used queues,
tickets, users etc. I have installed a blank RT 3.6.1 on another server
an want to migrate the whole system.

any hints, howtos or ideas how to get this done without loosing nerves? ;)

greets and thanks in advance,
joey


From vadud3 at gmail.com  Tue Oct 31 10:54:14 2006
From: vadud3 at gmail.com (Asif Iqbal)
Date: Tue, 31 Oct 2006 10:54:14 -0500
Subject: [rt-users] Re: Search using google mini
In-Reply-To: 
References: 
Message-ID: 

On 10/30/06, Asif Iqbal  wrote:
> Hi
>
> Looking for a suggestion/hack on how to setup the apache part of RT to
> allow google mini or any other web crawler to search RT tickets. I am
> using mysql 4.0.24.

I think all I have to do is giving the web crawler the username and
password to access the RT  web gui. How do I craft that syntax? In
otherwords I need to figure out how can I access the RT using wget or
curl and use the similar syntax for webcrawler.

Any suggestions?!

Thanks

>
> Thanks
>
> --
> Asif Iqbal
> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
>


-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu


From rwerner at usscript.com  Tue Oct 31 13:48:20 2006
From: rwerner at usscript.com (Robert G. Werner)
Date: Tue, 31 Oct 2006 10:48:20 -0800
Subject: [rt-users] Re: RE: RT issue: Ticket URL wrong after 'Take'?
In-Reply-To: 
References: 
Message-ID: <45479A74.90407@usscript.com>

Wolfgang.Fuertbauer at ebewe.com wrote:
> 
> Pawel,
> 
> yes we solved; look at the url
> 
>  > Resolved this today, it's a bug, but I could not find an explicit
>  > reference to the code change necessary to fix it until I looked in SVN.
>  >
[snip]
I have quite a few users who have this flaw in their 'Highest Priority 
Tickets I own' box on the front page of RT.  Is there a way I can edit 
their accounts in the DB to fix this?

-- 
Robert G. Werner (Network Systems Administrator)
rwerner at usscript.com

559.244.3734

Remember, Grasshopper, falling down 1000 stairs begins by tripping over
the first one.
		-- Confusion


From rcarvajal at miami.edu  Tue Oct 31 14:26:12 2006
From: rcarvajal at miami.edu (Carvajal, Roberto A.)
Date: Tue, 31 Oct 2006 14:26:12 -0500
Subject: [rt-users] How to send mail when a ticket comes in
In-Reply-To: <45476985.6010209@j0ey.de>
Message-ID: 

Hey Everyone,

We have RT 3.6.1 installed on Fedora Core 5. We are having some troubles
sending and receiving mail. E-mails can only be sent to the IP address
of the RT server and not the domain name. Also, once a ticket is
received RT does not send a mail to Watchers of the GROUP that has
rights to Watch the QUEUE the ticket enters into. Is there a way to do
this?

Also, when httpd (apache) starts up it says "Could not reliably
determine the server's fully qualified domain name, using *.*.*.* for
ServerName.

Other than these things RT appears to be working normally.

I've tried Googling errors and going to sendmail and apache support
pages. Please help, thank you in advance.

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

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


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


From cmefford at eruditium.org  Tue Oct 31 14:44:24 2006
From: cmefford at eruditium.org (Chip Mefford)
Date: Tue, 31 Oct 2006 14:44:24 -0500
Subject: [rt-users] ticket makes RT 3.6.1 barf
In-Reply-To: <20061028153504.7e633373.Bill@explosivo.com>
References: 	<20061028002043.ba9f83c6.Bill@explosivo.com>	
	<20061028153504.7e633373.Bill@explosivo.com>
Message-ID: <4547A798.6070808@eruditium.org>

Bill wrote:
> On Sat, 28 Oct 2006 21:58:21 +0300 (EEST)
> Jussi Hamalainen  spake:
> 
>> On Sat, 28 Oct 2006, Bill wrote:
>>
>>>> I recently ran into a ticket which has attachments that make the RT
>>>> web interface barf.
>>> Strange characters embedded in the names or something?
>> Nope. The original email is text/plain with utf8 encoding and the 
>> headers are 7bit clean. The message contains a forwarded email, but
>> I fail to see any obvious brokenness in it.
> 
> Is it from a Mac?  I've had some stuff sent from a mac with forwarded
> messages cause problems in mail readers... Just a thought.  I forget
> why, but it was definitely an issue.


What was the email client on the Mac?

I have a lot of macs here, and I would have liked
to have seen a follow-up on this. Be nice to
know what the look out for.




From andrej.groups at gmail.com  Tue Oct 31 15:07:07 2006
From: andrej.groups at gmail.com (Andrej Ricnik-Bay)
Date: Wed, 1 Nov 2006 09:07:07 +1300
Subject: [rt-users] Problem with creating new users
Message-ID: 

Hi,

I did some googling and looked on the twiki, but can't seem to find
and relevant references.

I've installed RT 3.6.1 on Slackware 10.2 with mod_perl (which was a
bit of a PITA but that's another story :}).

My instance of RT is up & running against PostgreSQL 8.1.2.

I managed to create two initial user accounts which show up under
Configuration -> Users.  Today I cannot seem to add users any longer.
I don't get an error when I create a new user, he exists in the database,
but won't show up in the web-interface.  If I try to create the user again
he will be rejected as already existing.

What am I doing wrong - where did I fail?


Cheers,
Andrej


From KLekas at foxriver.com  Tue Oct 31 15:44:58 2006
From: KLekas at foxriver.com (Kosta Lekas)
Date: Tue, 31 Oct 2006 14:44:58 -0600
Subject: [rt-users] How to send mail when a ticket comes in
Message-ID: <8D8A77DC1FA09546936E74FC3EEC627AD40A00@FREXGENEVA-01.frfr.foxriver.com>

It looks like you are having DNS issues. That is why apache is
complaining as well. Have you listed your DNS servers in
/etc/resolv.conf? Have you added an A record for your RT server in DNS?

Kosta Lekas

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Carvajal,
Roberto A.
Sent: Tuesday, October 31, 2006 1:26 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] How to send mail when a ticket comes in

Hey Everyone,

We have RT 3.6.1 installed on Fedora Core 5. We are having some troubles
sending and receiving mail. E-mails can only be sent to the IP address
of the RT server and not the domain name. Also, once a ticket is
received RT does not send a mail to Watchers of the GROUP that has
rights to Watch the QUEUE the ticket enters into. Is there a way to do
this?

Also, when httpd (apache) starts up it says "Could not reliably
determine the server's fully qualified domain name, using *.*.*.* for
ServerName.

Other than these things RT appears to be working normally.

I've tried Googling errors and going to sendmail and apache support
pages. Please help, thank you in advance.

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

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


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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


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


From MJames at stonebridgebank.com  Tue Oct 31 15:38:57 2006
From: MJames at stonebridgebank.com (Michael James)
Date: Tue, 31 Oct 2006 15:38:57 -0500
Subject: [rt-users] Problem with creating new users
In-Reply-To: 
References: 
Message-ID: <45476E0E.EB5A.009D.0@stonebridgebank.com>

I would guess that the user is unprivileged.

The information in this message may be proprietary and/or confidential, and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify Stonebridge Bank immediately by replying to this message and deleting it from your computer. 

>>> "Andrej Ricnik-Bay"  10/31/2006 3:07:07 pm >>>
Hi,

I did some googling and looked on the twiki, but can't seem to find
and relevant references.

I've installed RT 3.6.1 on Slackware 10.2 with mod_perl (which was a
bit of a PITA but that's another story :}).

My instance of RT is up & running against PostgreSQL 8.1.2.

I managed to create two initial user accounts which show up under
Configuration -> Users.  Today I cannot seem to add users any longer.
I don't get an error when I create a new user, he exists in the database,
but won't show up in the web-interface.  If I try to create the user again
he will be rejected as already existing.

What am I doing wrong - where did I fail?


Cheers,
Andrej
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From rcarvajal at miami.edu  Tue Oct 31 16:26:49 2006
From: rcarvajal at miami.edu (Carvajal, Roberto A.)
Date: Tue, 31 Oct 2006 16:26:49 -0500
Subject: [rt-users] How to send mail when a ticket comes in
In-Reply-To: <8D8A77DC1FA09546936E74FC3EEC627AD40A00@FREXGENEVA-01.frfr.foxriver.com>
Message-ID: 

I have our 2 DNS servers listed in resolv.conf.

Roberto Carvajal
University of Miami
305-986-3398

-----Original Message-----
From: Kosta Lekas [mailto:KLekas at foxriver.com] 
Sent: Tuesday, October 31, 2006 3:45 PM
To: Carvajal, Roberto A.; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] How to send mail when a ticket comes in

It looks like you are having DNS issues. That is why apache is
complaining as well. Have you listed your DNS servers in
/etc/resolv.conf? Have you added an A record for your RT server in DNS?

Kosta Lekas

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Carvajal,
Roberto A.
Sent: Tuesday, October 31, 2006 1:26 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] How to send mail when a ticket comes in

Hey Everyone,

We have RT 3.6.1 installed on Fedora Core 5. We are having some troubles
sending and receiving mail. E-mails can only be sent to the IP address
of the RT server and not the domain name. Also, once a ticket is
received RT does not send a mail to Watchers of the GROUP that has
rights to Watch the QUEUE the ticket enters into. Is there a way to do
this?

Also, when httpd (apache) starts up it says "Could not reliably
determine the server's fully qualified domain name, using *.*.*.* for
ServerName.

Other than these things RT appears to be working normally.

I've tried Googling errors and going to sendmail and apache support
pages. Please help, thank you in advance.

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

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Commercial support: sales at bestpractical.com


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From rcarvajal at miami.edu  Tue Oct 31 16:27:54 2006
From: rcarvajal at miami.edu (Carvajal, Roberto A.)
Date: Tue, 31 Oct 2006 16:27:54 -0500
Subject: [rt-users] How to send mail when a ticket comes in
In-Reply-To: 
Message-ID: 

I have our 2 DNS servers listed in resolv.conf. And Yes the DNS has an A
record.

Roberto Carvajal
University of Miami
305-986-3398

-----Original Message-----
From: Kosta Lekas [mailto:KLekas at foxriver.com] 
Sent: Tuesday, October 31, 2006 3:45 PM
To: Carvajal, Roberto A.; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] How to send mail when a ticket comes in

It looks like you are having DNS issues. That is why apache is
complaining as well. Have you listed your DNS servers in
/etc/resolv.conf? Have you added an A record for your RT server in DNS?

Kosta Lekas

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Carvajal,
Roberto A.
Sent: Tuesday, October 31, 2006 1:26 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] How to send mail when a ticket comes in

Hey Everyone,

We have RT 3.6.1 installed on Fedora Core 5. We are having some troubles
sending and receiving mail. E-mails can only be sent to the IP address
of the RT server and not the domain name. Also, once a ticket is
received RT does not send a mail to Watchers of the GROUP that has
rights to Watch the QUEUE the ticket enters into. Is there a way to do
this?

Also, when httpd (apache) starts up it says "Could not reliably
determine the server's fully qualified domain name, using *.*.*.* for
ServerName.

Other than these things RT appears to be working normally.

I've tried Googling errors and going to sendmail and apache support
pages. Please help, thank you in advance.

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

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


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


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Buy a copy at http://rtbook.bestpractical.com
_______________________________________________
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From KLekas at foxriver.com  Tue Oct 31 16:38:10 2006
From: KLekas at foxriver.com (Kosta Lekas)
Date: Tue, 31 Oct 2006 15:38:10 -0600
Subject: [rt-users] How to send mail when a ticket comes in
Message-ID: <8D8A77DC1FA09546936E74FC3EEC627AD40A01@FREXGENEVA-01.frfr.foxriver.com>

>From your RT box, can you resolve the MX records for your domain using
nslookup? On the RT box, look at /var/log/maillog and see why the mail
is not getting to your watchers.

Kosta Lekas

-----Original Message-----
From: Carvajal, Roberto A. [mailto:rcarvajal at miami.edu] 
Sent: Tuesday, October 31, 2006 3:28 PM
To: Kosta Lekas; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] How to send mail when a ticket comes in

I have our 2 DNS servers listed in resolv.conf. And Yes the DNS has an A
record.

Roberto Carvajal
University of Miami
305-986-3398

-----Original Message-----
From: Kosta Lekas [mailto:KLekas at foxriver.com] 
Sent: Tuesday, October 31, 2006 3:45 PM
To: Carvajal, Roberto A.; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] How to send mail when a ticket comes in

It looks like you are having DNS issues. That is why apache is
complaining as well. Have you listed your DNS servers in
/etc/resolv.conf? Have you added an A record for your RT server in DNS?

Kosta Lekas

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Carvajal,
Roberto A.
Sent: Tuesday, October 31, 2006 1:26 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] How to send mail when a ticket comes in

Hey Everyone,

We have RT 3.6.1 installed on Fedora Core 5. We are having some troubles
sending and receiving mail. E-mails can only be sent to the IP address
of the RT server and not the domain name. Also, once a ticket is
received RT does not send a mail to Watchers of the GROUP that has
rights to Watch the QUEUE the ticket enters into. Is there a way to do
this?

Also, when httpd (apache) starts up it says "Could not reliably
determine the server's fully qualified domain name, using *.*.*.* for
ServerName.

Other than these things RT appears to be working normally.

I've tried Googling errors and going to sendmail and apache support
pages. Please help, thank you in advance.

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

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


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


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Buy a copy at http://rtbook.bestpractical.com
_______________________________________________
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Buy a copy at http://rtbook.bestpractical.com


From rcarvajal at miami.edu  Tue Oct 31 16:49:06 2006
From: rcarvajal at miami.edu (Carvajal, Roberto A.)
Date: Tue, 31 Oct 2006 16:49:06 -0500
Subject: [rt-users] How to send mail when a ticket comes in
In-Reply-To: <8D8A77DC1FA09546936E74FC3EEC627AD40A01@FREXGENEVA-01.frfr.foxriver.com>
Message-ID: 

I can resolve by typing "nslookup rt.box.edu" and it spits back the IP
assigned to the box. Does reverse lookup need to be enabled, because I
cannot "nslookup *.*.*.*" in order to get rt.box.edu in return.

Maillog says that "Connection refused by [127.0.0.1]. Is the box
refusing to send mail from itself?

-Robert

-----Original Message-----
From: Kosta Lekas [mailto:KLekas at foxriver.com] 
Sent: Tuesday, October 31, 2006 4:38 PM
To: Carvajal, Roberto A.; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] How to send mail when a ticket comes in

>From your RT box, can you resolve the MX records for your domain using
nslookup? On the RT box, look at /var/log/maillog and see why the mail
is not getting to your watchers.

Kosta Lekas

-----Original Message-----
From: Carvajal, Roberto A. [mailto:rcarvajal at miami.edu] 
Sent: Tuesday, October 31, 2006 3:28 PM
To: Kosta Lekas; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] How to send mail when a ticket comes in

I have our 2 DNS servers listed in resolv.conf. And Yes the DNS has an A
record.

Roberto Carvajal
University of Miami
305-986-3398

-----Original Message-----
From: Kosta Lekas [mailto:KLekas at foxriver.com] 
Sent: Tuesday, October 31, 2006 3:45 PM
To: Carvajal, Roberto A.; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] How to send mail when a ticket comes in

It looks like you are having DNS issues. That is why apache is
complaining as well. Have you listed your DNS servers in
/etc/resolv.conf? Have you added an A record for your RT server in DNS?

Kosta Lekas

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Carvajal,
Roberto A.
Sent: Tuesday, October 31, 2006 1:26 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] How to send mail when a ticket comes in

Hey Everyone,

We have RT 3.6.1 installed on Fedora Core 5. We are having some troubles
sending and receiving mail. E-mails can only be sent to the IP address
of the RT server and not the domain name. Also, once a ticket is
received RT does not send a mail to Watchers of the GROUP that has
rights to Watch the QUEUE the ticket enters into. Is there a way to do
this?

Also, when httpd (apache) starts up it says "Could not reliably
determine the server's fully qualified domain name, using *.*.*.* for
ServerName.

Other than these things RT appears to be working normally.

I've tried Googling errors and going to sendmail and apache support
pages. Please help, thank you in advance.

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

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


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


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Buy a copy at http://rtbook.bestpractical.com
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Buy a copy at http://rtbook.bestpractical.com


From KLekas at foxriver.com  Tue Oct 31 17:03:46 2006
From: KLekas at foxriver.com (Kosta Lekas)
Date: Tue, 31 Oct 2006 16:03:46 -0600
Subject: [rt-users] How to send mail when a ticket comes in
Message-ID: <8D8A77DC1FA09546936E74FC3EEC627AD40A03@FREXGENEVA-01.frfr.foxriver.com>

You don't need the reverse. But I think you haven't finished configuring
your mail server yet. Are you using sendmail or postfix? I am going home
now so I can get back to you tomorrow. Have a good night.


Kosta Lekas

-----Original Message-----
From: Carvajal, Roberto A. [mailto:rcarvajal at miami.edu] 
Sent: Tuesday, October 31, 2006 3:49 PM
To: Kosta Lekas; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] How to send mail when a ticket comes in

I can resolve by typing "nslookup rt.box.edu" and it spits back the IP
assigned to the box. Does reverse lookup need to be enabled, because I
cannot "nslookup *.*.*.*" in order to get rt.box.edu in return.

Maillog says that "Connection refused by [127.0.0.1]. Is the box
refusing to send mail from itself?

-Robert

-----Original Message-----
From: Kosta Lekas [mailto:KLekas at foxriver.com] 
Sent: Tuesday, October 31, 2006 4:38 PM
To: Carvajal, Roberto A.; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] How to send mail when a ticket comes in

>From your RT box, can you resolve the MX records for your domain using
nslookup? On the RT box, look at /var/log/maillog and see why the mail
is not getting to your watchers.

Kosta Lekas

-----Original Message-----
From: Carvajal, Roberto A. [mailto:rcarvajal at miami.edu] 
Sent: Tuesday, October 31, 2006 3:28 PM
To: Kosta Lekas; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] How to send mail when a ticket comes in

I have our 2 DNS servers listed in resolv.conf. And Yes the DNS has an A
record.

Roberto Carvajal
University of Miami
305-986-3398

-----Original Message-----
From: Kosta Lekas [mailto:KLekas at foxriver.com] 
Sent: Tuesday, October 31, 2006 3:45 PM
To: Carvajal, Roberto A.; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] How to send mail when a ticket comes in

It looks like you are having DNS issues. That is why apache is
complaining as well. Have you listed your DNS servers in
/etc/resolv.conf? Have you added an A record for your RT server in DNS?

Kosta Lekas

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Carvajal,
Roberto A.
Sent: Tuesday, October 31, 2006 1:26 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] How to send mail when a ticket comes in

Hey Everyone,

We have RT 3.6.1 installed on Fedora Core 5. We are having some troubles
sending and receiving mail. E-mails can only be sent to the IP address
of the RT server and not the domain name. Also, once a ticket is
received RT does not send a mail to Watchers of the GROUP that has
rights to Watch the QUEUE the ticket enters into. Is there a way to do
this?

Also, when httpd (apache) starts up it says "Could not reliably
determine the server's fully qualified domain name, using *.*.*.* for
ServerName.

Other than these things RT appears to be working normally.

I've tried Googling errors and going to sendmail and apache support
pages. Please help, thank you in advance.

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

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


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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


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


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Buy a copy at http://rtbook.bestpractical.com


From rcarvajal at miami.edu  Tue Oct 31 17:12:54 2006
From: rcarvajal at miami.edu (Carvajal, Roberto A.)
Date: Tue, 31 Oct 2006 17:12:54 -0500
Subject: [rt-users] How to send mail when a ticket comes in
In-Reply-To: <8D8A77DC1FA09546936E74FC3EEC627AD40A03@FREXGENEVA-01.frfr.foxriver.com>
Message-ID: 

Thank you so much for you help thus far. I am using sendmail.

-Robert

-----Original Message-----
From: Kosta Lekas [mailto:KLekas at foxriver.com] 
Sent: Tuesday, October 31, 2006 5:04 PM
To: Carvajal, Roberto A.; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] How to send mail when a ticket comes in

You don't need the reverse. But I think you haven't finished configuring
your mail server yet. Are you using sendmail or postfix? I am going home
now so I can get back to you tomorrow. Have a good night.


Kosta Lekas

-----Original Message-----
From: Carvajal, Roberto A. [mailto:rcarvajal at miami.edu] 
Sent: Tuesday, October 31, 2006 3:49 PM
To: Kosta Lekas; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] How to send mail when a ticket comes in

I can resolve by typing "nslookup rt.box.edu" and it spits back the IP
assigned to the box. Does reverse lookup need to be enabled, because I
cannot "nslookup *.*.*.*" in order to get rt.box.edu in return.

Maillog says that "Connection refused by [127.0.0.1]. Is the box
refusing to send mail from itself?

-Robert

-----Original Message-----
From: Kosta Lekas [mailto:KLekas at foxriver.com] 
Sent: Tuesday, October 31, 2006 4:38 PM
To: Carvajal, Roberto A.; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] How to send mail when a ticket comes in

>From your RT box, can you resolve the MX records for your domain using
nslookup? On the RT box, look at /var/log/maillog and see why the mail
is not getting to your watchers.

Kosta Lekas

-----Original Message-----
From: Carvajal, Roberto A. [mailto:rcarvajal at miami.edu] 
Sent: Tuesday, October 31, 2006 3:28 PM
To: Kosta Lekas; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] How to send mail when a ticket comes in

I have our 2 DNS servers listed in resolv.conf. And Yes the DNS has an A
record.

Roberto Carvajal
University of Miami
305-986-3398

-----Original Message-----
From: Kosta Lekas [mailto:KLekas at foxriver.com] 
Sent: Tuesday, October 31, 2006 3:45 PM
To: Carvajal, Roberto A.; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] How to send mail when a ticket comes in

It looks like you are having DNS issues. That is why apache is
complaining as well. Have you listed your DNS servers in
/etc/resolv.conf? Have you added an A record for your RT server in DNS?

Kosta Lekas

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Carvajal,
Roberto A.
Sent: Tuesday, October 31, 2006 1:26 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] How to send mail when a ticket comes in

Hey Everyone,

We have RT 3.6.1 installed on Fedora Core 5. We are having some troubles
sending and receiving mail. E-mails can only be sent to the IP address
of the RT server and not the domain name. Also, once a ticket is
received RT does not send a mail to Watchers of the GROUP that has
rights to Watch the QUEUE the ticket enters into. Is there a way to do
this?

Also, when httpd (apache) starts up it says "Could not reliably
determine the server's fully qualified domain name, using *.*.*.* for
ServerName.

Other than these things RT appears to be working normally.

I've tried Googling errors and going to sendmail and apache support
pages. Please help, thank you in advance.

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

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


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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Commercial support: sales at bestpractical.com


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Buy a copy at http://rtbook.bestpractical.com


From justin at cityfone.net  Tue Oct 31 17:15:47 2006
From: justin at cityfone.net (Justin Zygmont)
Date: Tue, 31 Oct 2006 14:15:47 -0800
Subject: [rt-users] problem with Test::Inline
Message-ID: <4547CB13.3060503@cityfone.net>

I am running rhel4, u3 and i'm suprised Test::Inline has been so hard to 
install from cpan.  I have installed the Module::Build from 
http://www.city-fan.org/ftp/contrib/perl-modules/RPMS.rhel4/  andthen 
the only module left that can't install is Test::Inline.  It seems to 
depend on File::Flat and File::Remove, when I try: perl -MCPAN -e 
'install File::Remove'  I get an error like this:


CPAN.pm: Going to build A/AD/ADAMK/File-Remove-0.33.tar.gz

Checking if your kit is complete...
Looks good
Writing Makefile for File::Remove
CPAN: YAML loaded ok
cp lib/File/Remove.pm blib/lib/File/Remove.pm
Manifying blib/man3/File::Remove.3pm
   /usr/bin/make  -- OK
Running make test
PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e" 
"test_harness(0, 'blib/lib', 'blib/arch')" t/*.t
t/01_compile..........ok
t/02_directories......ok
t/03_deep_readonly....NOK 14/0
#   Failed test 'Created t/d1/d2/f3.txt -w'
#   in t/03_deep_readonly.t at line 47.
# Looks like you failed 1 test of 16.
t/03_deep_readonly....dubious
         Test returned status 1 (wstat 256, 0x100)
DIED. FAILED test 14
         Failed 1/16 tests, 93.75% okay
t/99_author...........skipped
         all skipped: Author tests not required for installation
Failed Test          Stat Wstat Total Fail  List of Failed
-------------------------------------------------------------------------------
t/03_deep_readonly.t    1   256    16    1  14
1 test skipped.
Failed 1/4 test scripts. 1/171 subtests failed.
Files=4, Tests=171,  0 wallclock secs ( 0.31 cusr +  0.04 csys =  0.35 CPU)
Failed 1/4 test programs. 1/171 subtests failed.
make: *** [test_dynamic] Error 255
   /usr/bin/make test -- NOT OK
Running make install
   make test had returned bad status, won't install without force


If someone has any idea, please let me know.  There doesn't seem to be 
any RPM for this with all the required components.



From sgolby at freshdirect.com  Tue Oct 31 17:40:11 2006
From: sgolby at freshdirect.com (Scott Golby)
Date: Tue, 31 Oct 2006 17:40:11 -0500
Subject: [rt-users] problem with Test::Inline
Message-ID: <2D3D2157189440469065F42BBF3F9B3B0108DBA5@NYC1MS01.lic.corp.freshdirect.com>


> I am running rhel4, u3 and i'm suprised Test::Inline has been so hard
to 
> install from cpan.  I have installed the Module::Build from 

Did you try this from within the RT directory you unpacked the source to
?
  make fixdeps

This has worked fine for me in the past on Red Hat ES3.  

Didn't work ?  No Prob.  I recently installed a RT 3.6.1 on an old SuSE
machine and had no luck with make fixdeps, which sounds a little like
what might be happening for you.
Try this
  perl -MCPAN -eshell
  install File::Flat
 
See if it complains about a dependency, if so, hand install that one,
then do a 'clean ' and try again.

I got the list of missing dependencies from 'make testdeps' and
essentially worked my way backwards, from things which had no
dependencies towards the things I was having trouble installing.  

If you come up against a complete block & its just the testing that
fails in part (you'll notice your one said - Failed 1/16 tests, 93.75%
okay) try a
  perl -MCPAN -eshell
  force install 

Good luck.

- Scott




From nmetrowsky at digitalglobe.com  Tue Oct 31 17:57:41 2006
From: nmetrowsky at digitalglobe.com (Nick Metrowsky)
Date: Tue, 31 Oct 2006 15:57:41 -0700
Subject: [rt-users] Extracting Custom Field Information from E-mail
Message-ID: 

Hi Everyone,

 

We would like to create our own version of a Self_Service Web for
Request Tracker. We would like the web form to take information accepted
by the web form and to e-mail a ticket to Request Tracker. We would like
the user to enter values for custom fields, which could be parsed by
Request Tracker to populate the custom fields, when the ticket is
created.

 

I think "ExtractCustomFieldValues" may do this for me. However, the lack
of documentation makes it unclear on how to do this. Does anyone have
any "live" examples of what a "ExtractCustomFieldValues" template file
should look like? Does anyone have a good web form that would accept
custom field values and mail a ticket to Request Tracker? In other
words, it makes no sense to reinvent the wheel if someone has done so
already.

 

Thank you for your help in advance.

 

Take care!

 

Nick

 

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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  

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From bwc_lr1 at easy48.com  Tue Oct 31 00:00:47 2006
From: bwc_lr1 at easy48.com (Lee Roth)
Date: Tue, 31 Oct 2006 00:00:47 -0500
Subject: [rt-users] Cannot attach PDF via web but email attach works fine
In-Reply-To: <20061031043022.6C4654D81E2@diesel.bestpractical.com>
References: <20061031043022.6C4654D81E2@diesel.bestpractical.com>
Message-ID: <7.0.1.0.2.20061030235401.06270310@easy48.com>

V3.6.1 - PostgreSQL 

I could have sworn this worked before!

If I send an email to an RT ticket with an attached PDF it becomes a linked attachment in the ticket as expected.

If I try to attach a PDF using the 'file attach' in a ticket window it ignores the attachment and I end up with an added comment or reply but no attached file. We're talking about a 60kB PDF - no monster sized file at all.

I can attach a .gif file of a similar size using the 'file attach' in the ticket window and it works just fine.

I turned on debug but see nothing suspicious or helpful in the /opt/rt3/var/log/rt.log file.

Any ideas?

Thanks,

Lee