From shannon_adams68 at yahoo.com Fri Sep 1 00:26:48 2006 From: shannon_adams68 at yahoo.com (Shannon Adams) Date: Thu, 31 Aug 2006 21:26:48 -0700 (PDT) Subject: [rt-users] Test::Expect 0.30...MISSING Message-ID: <20060901042648.8750.qmail@web52911.mail.yahoo.com> Trying to resolve 3.6.1 dependencies on Fedora Core 4. I am down to this one. I cannot seem to find it with yum or cpan. I can only find an rpm for fc5. Has anyone had luck with this one on FC4? Thanks, Shannon __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From todd at chaka.net Fri Sep 1 00:44:45 2006 From: todd at chaka.net (Todd Chapman) Date: Fri, 1 Sep 2006 00:44:45 -0400 Subject: [rt-users] Test::Expect 0.30...MISSING In-Reply-To: <20060901042648.8750.qmail@web52911.mail.yahoo.com> References: <20060901042648.8750.qmail@web52911.mail.yahoo.com> Message-ID: <20060901044445.GA21306@chaka.net> On Thu, Aug 31, 2006 at 09:26:48PM -0700, Shannon Adams wrote: > Trying to resolve 3.6.1 dependencies on Fedora Core 4. > I am down to this one. I cannot seem to find it with > yum or cpan. I can only find an rpm for fc5. Has > anyone had luck with this one on FC4? > You won't need it unless you are going to run RT's regression tests. But it is on CPAN: http://search.cpan.org/author/LBROCARD/Test-Expect-0.30/lib/Test/Expect.pm From ocraig at stillsecure.com Fri Sep 1 00:42:42 2006 From: ocraig at stillsecure.com (Ole Craig) Date: Thu, 31 Aug 2006 22:42:42 -0600 Subject: [rt-users] Does formatting a saved search have to be this &*%!%! painful? Message-ID: <1157085762.20981.292.camel@hex.latis.com> I'm creating a "dashboard" of saved searches for my boss and the rest of the company's executive team in our 3.6.0 installation. I started with some already-saved searches which I can use to get at the info I need, but wanted to add particular fields in particular places in the search results screen, and in general rearrange the format to have the info appear "just-so" for my not-very-pointy-haired friends. Each search has about 12 columns, and I'm about ready to scream! Is there any way to get a new field in a search to appear in the second column of a multicolumn search OTHER THAN this cripplingly repetitive process: 1. select field under "display columns" 2. select title, format, size, and style, and click "->" 3. grab scrollbar in "show columns", drag to bottom, select new field, click "^" (uparrow) 4. grab scrollbar in "show columns", drag down, find new field (now second from bottom), click "^" 5. grab scrollbar in "show columns", drag down, find new field (now third from bottom), click "^" 6. grab scrollbar in "show columns", drag down, find new field (now 4th from bottom), click "^" [...] I'm hastening RSI onset with this... if this is the only way (short of direct DB manipulation) to do it, this interface seriously needs to change. Ok, I'm done venting, but lord there has to be a better way. Any UI hackers out there already solved this? Or am I just incredibly dense and missed the obvious? -- /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 a.nicols at lancs.ac.uk Fri Sep 1 04:58:04 2006 From: a.nicols at lancs.ac.uk (Andrew Nicols) Date: Fri, 1 Sep 2006 09:58:04 +0100 Subject: [rt-users] Does formatting a saved search have to be this &*%!%! painful? In-Reply-To: <1157085762.20981.292.camel@hex.latis.com> References: <1157085762.20981.292.camel@hex.latis.com> Message-ID: <60f3c11a0609010158x64941f0at50ab638f89c01dcb@mail.gmail.com> On 9/1/06, Ole Craig wrote: > > Is there any way to get a new field in a search to appear in the second > column of a multicolumn search OTHER THAN this cripplingly repetitive > process: > Indeed there is... when you build the custom search, once you've added your search criterion, click on Advanced. The bottom text box is the fields which will be displayed. It takes a bit of getting used to, but if you're doing lots of searches, that's a good way of doing it, -- Regards, Andrew Nicols -------------- next part -------------- An HTML attachment was scrubbed... URL: From Stefan.Oeser at emendis.de Fri Sep 1 05:04:23 2006 From: Stefan.Oeser at emendis.de (Stefan Oeser) Date: Fri, 01 Sep 2006 11:04:23 +0200 Subject: [rt-users] Search Query Builder, how to write "NOT" Message-ID: <44F7F797.3050003@emendis.de> Hello, I wanna build a SearchQuery which presents me all my open and stalled tickets, but without the one with Starting-Time in the future. My Problem, not at all tickets the Value "Starts" is set, so my idea was to build a Query like: Owner = '__CurrentUser__' AND ( Status = 'new' OR Status = 'open' ) AND NOT ( Starts > 'now' ) But RT does not understand the Word NOT, does it? Only AND and OR, and I don't know how to include the tickets with the unset Value "Starts". Any helpful Idea how to do this??? Thx a lot, Stefan From rfh at pipex.net Fri Sep 1 06:25:30 2006 From: rfh at pipex.net (Roy El-Hames) Date: Fri, 01 Sep 2006 11:25:30 +0100 Subject: [rt-users] ticket with a new queue but requestor still from old queue/group In-Reply-To: <"H0000c1a01dfd1e0.1157045427.frozone1.grand-rapids.mi.us*"@MHS> References: <"H0000c1a01dfd1e0.1157045427.frozone1.grand-rapids.mi.us*"@MHS> Message-ID: <44F80A9A.8000703@pipex.net> RT does n't by default assign ownership to anyone else but Nobody, if your system auto assign ownership, this must have been done by a custom scrip written by you /your developers .. You'll need to investigate your custom scrips in Global/scrips or Queues/Queue/scrips and modify them accordingly .. Good luck; Roy Maciak, TJ wrote: > Has anyone run into a problem where you have a ticket that has been > assigned to a queue (Queue A) and then given > > To an owner who belongs to that group/queue. After some time, the > ticket is then moved to a different queue (Queue B) > > But for some reason the owner is the same person from the first queue > (Queue A) even though they do not belong to the > > New queue/group (Queue B)? Seems to me like the ticket should change to > Nobody as owner. Maybe this is permission > > Issue that I have set up different for one queue/group as this issue > just recently came to my attention and we have been running > > RT for a year now. > > > > Any help, thoughts, ideas would be appreciated. > > > > Thank you, > > > > 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 From ruslan.zakirov at gmail.com Fri Sep 1 06:34:21 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 1 Sep 2006 14:34:21 +0400 Subject: [rt-users] Search Query Builder, how to write "NOT" In-Reply-To: <44F7F797.3050003@emendis.de> References: <44F7F797.3050003@emendis.de> Message-ID: <589c94400609010334t48440092iae4a9bf3afbe4e75@mail.gmail.com> On 9/1/06, Stefan Oeser wrote: > Hello, > > I wanna build a SearchQuery which presents me all my open and stalled tickets, > but without the one with Starting-Time in the future. My Problem, not at all tickets > the Value "Starts" is set, so my idea was to build a Query like: > > Owner = '__CurrentUser__' AND ( Status = 'new' OR Status = 'open' ) AND NOT ( Starts > 'now' ) > > But RT does not understand the Word NOT, does it? It doesn't, but you always can use ( Starts <= 'now' ) which is the same. > Only AND and OR, and I don't know how to include the tickets with the unset Value "Starts". > Any helpful Idea how to do this??? > > Thx a lot, > Stefan > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Fri Sep 1 06:47:45 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 1 Sep 2006 14:47:45 +0400 Subject: [rt-users] ticket with a new queue but requestor still from old queue/group In-Reply-To: References: Message-ID: <589c94400609010347s42e47463w5270556e9a6e54cb@mail.gmail.com> I'm sure this problem is fixed in 3.4 repository, but I don't remeber if it's in 3.4.6-rc1 tarball. On 8/31/06, "Maciak, TJ" wrote: > > > > > Has anyone run into a problem where you have a ticket that has been assigned > to a queue (Queue A) and then given > > To an owner who belongs to that group/queue. After some time, the ticket is > then moved to a different queue (Queue B) > > But for some reason the owner is the same person from the first queue (Queue > A) even though they do not belong to the > > New queue/group (Queue B)? Seems to me like the ticket should change to > Nobody as owner. Maybe this is permission > > Issue that I have set up different for one queue/group as this issue just > recently came to my attention and we have been running > > RT for a year now. > > > > Any help, thoughts, ideas would be appreciated. > > > > Thank you, > > > > 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 > > -- Best regards, Ruslan. From LeonBruno at JohnDeere.com Fri Sep 1 08:06:09 2006 From: LeonBruno at JohnDeere.com (Leon Bruno) Date: Fri, 1 Sep 2006 14:06:09 +0200 Subject: [rt-users] Test::Expect 0.30...MISSING Message-ID: <2A4BB29A064F1841BB614EF0DE757C9C755E82@e34mb3.jdnet.deere.com> Hello, I have installed RT on FC4. Here are the command I issued to resolve dependancies: yum install ncftp perl -MCPAN -e shell install Bundle::CPAN install UNIVERSAL::require install Test::Expect yum install perl-Params-Validate perl-Cache-Cache perl-Exception-Class perl-HTML-Mason perl-MLDBM perl-FreezeThaw perl-Apache-Session perl-XML-RSS perl-HTTP-Server-Simple perl-HTTP-Server-Simple-Mason perl-GD perl-GDGraph perl-Text-WikiFormat perl-HTML-Tree perl-HTML-Format perl-Test-Inline perl-Class-ReturnValue perl-DBIx-SearchBuilder perl-Text-Template perl-HTML-Scrubber perl-Log-Dispatch perl-Locale-Maketext-Lexicon perl-Locale-Maketext-Fuzzy perl-MIME-tools perl-Text-Wrapper perl-Time-HiRes perl-Time-modules perl-Text-Autoformat perl-Text-Quoted perl-Tree-Simple perl-Module-Versions-Report perl-Cache-Simple-TimedExpiry perl-XML-Simple perl-Calendar-Simple perl-Regexp-Common perl-Test-WWW-Mechanize perl-Module-Refresh This should be ok then ! -----Message d'origine----- De : rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] De la part de Todd Chapman Envoy? : vendredi 1 septembre 2006 06:45 ? : Shannon Adams Cc : rt-users at lists.bestpractical.com Objet : Re: [rt-users] Test::Expect 0.30...MISSING On Thu, Aug 31, 2006 at 09:26:48PM -0700, Shannon Adams wrote: > Trying to resolve 3.6.1 dependencies on Fedora Core 4. > I am down to this one. I cannot seem to find it with yum or cpan. I > can only find an rpm for fc5. Has anyone had luck with this one on > FC4? > You won't need it unless you are going to run RT's regression tests. But it is on CPAN: http://search.cpan.org/author/LBROCARD/Test-Expect-0.30/lib/Test/Expect.pm _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 tmaciak at ci.grand-rapids.mi.us Fri Sep 1 08:34:17 2006 From: tmaciak at ci.grand-rapids.mi.us (=?US-ASCII?Q?=22Maciak=2C_TJ=22?=) Date: Fri, 1 Sep 2006 08:34:17 -0400 Subject: [rt-users] ticket with a new queue but requestor still from old queue/group In-Reply-To: <589c94400609010347s42e47463w5270556e9a6e54cb@mail.gmail.com> Message-ID: <"H0000c1a01e08dd6.1157114057.frozone1.grand-rapids.mi.us*"@MHS> Ok I will take a look for the changes and possibly apply a patch as I am Still using RT 3.4.2. Any guess as to which part of RT the change was Applied to? Thanks, T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 -----Original Message----- From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] Sent: Friday, September 01, 2006 6:48 AM To: Maciak, TJ Cc: rt-users Subject: Re: [rt-users] ticket with a new queue but requestor still from old queue/group I'm sure this problem is fixed in 3.4 repository, but I don't remeber if it's in 3.4.6-rc1 tarball. On 8/31/06, "Maciak, TJ" wrote: > > > > > Has anyone run into a problem where you have a ticket that has been assigned > to a queue (Queue A) and then given > > To an owner who belongs to that group/queue. After some time, the ticket is > then moved to a different queue (Queue B) > > But for some reason the owner is the same person from the first queue (Queue > A) even though they do not belong to the > > New queue/group (Queue B)? Seems to me like the ticket should change to > Nobody as owner. Maybe this is permission > > Issue that I have set up different for one queue/group as this issue just > recently came to my attention and we have been running > > RT for a year now. > > > > Any help, thoughts, ideas would be appreciated. > > > > Thank you, > > > > 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 > > -- Best regards, Ruslan. From tmaciak at ci.grand-rapids.mi.us Fri Sep 1 08:40:11 2006 From: tmaciak at ci.grand-rapids.mi.us (=?US-ASCII?Q?=22Maciak=2C_TJ=22?=) Date: Fri, 1 Sep 2006 08:40:11 -0400 Subject: [rt-users] ticket with a new queue but requestor still from old queue/group In-Reply-To: <44F80A9A.8000703@pipex.net> Message-ID: <"H0000c1a01e09361.1157114410.frozone1.grand-rapids.mi.us*"@MHS> Roy, The ownership was given to somebody who was in Queue A by a member who belonged to that queue/group. I was just wondering if there was a way for RT to change ownership to "Nobody" If the tickets queue happened to change and the current owner did not Belong to that new queue/group. T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 -----Original Message----- From: Roy El-Hames [mailto:rfh at pipex.net] Sent: Friday, September 01, 2006 6:26 AM To: Maciak, TJ Cc: rt-users Subject: Re: [rt-users] ticket with a new queue but requestor still from old queue/group RT does n't by default assign ownership to anyone else but Nobody, if your system auto assign ownership, this must have been done by a custom scrip written by you /your developers .. You'll need to investigate your custom scrips in Global/scrips or Queues/Queue/scrips and modify them accordingly .. Good luck; Roy Maciak, TJ wrote: > Has anyone run into a problem where you have a ticket that has been > assigned to a queue (Queue A) and then given > > To an owner who belongs to that group/queue. After some time, the > ticket is then moved to a different queue (Queue B) > > But for some reason the owner is the same person from the first queue > (Queue A) even though they do not belong to the > > New queue/group (Queue B)? Seems to me like the ticket should change to > Nobody as owner. Maybe this is permission > > Issue that I have set up different for one queue/group as this issue > just recently came to my attention and we have been running > > RT for a year now. > > > > Any help, thoughts, ideas would be appreciated. > > > > Thank you, > > > > 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 From rfh at pipex.net Fri Sep 1 09:26:35 2006 From: rfh at pipex.net (Roy El-Hames) Date: Fri, 01 Sep 2006 14:26:35 +0100 Subject: [rt-users] ticket with a new queue but requestor still from old queue/group In-Reply-To: <"H0000c1a01e09361.1157114410.frozone1.grand-rapids.mi.us*"@MHS> References: <"H0000c1a01e09361.1157114410.frozone1.grand-rapids.mi.us*"@MHS> Message-ID: <44F8350B.5020004@pipex.net> I did n't realise that RT can do that by default, I stand corrected by Ruslan reply .. If the patch did not work for you, then its easy enough to re-set the user to Nobody using scrips and on queue change condition. Regards; Roy Maciak, TJ wrote: > Roy, > > The ownership was given to somebody who was in Queue A by a member who belonged to that queue/group. I was just wondering if there was a way for RT to change ownership to "Nobody" If the tickets queue happened to change and the current owner did not Belong to that new queue/group. > > T.J. Maciak > > Internet/Intranet Developer > Department of IT > City of Grand Rapids > P: (616)456-3713 > F: (616)456-3448 > > > > -----Original Message----- > From: Roy El-Hames [mailto:rfh at pipex.net] > Sent: Friday, September 01, 2006 6:26 AM > To: Maciak, TJ > Cc: rt-users > Subject: Re: [rt-users] ticket with a new queue but requestor still from old queue/group > > RT does n't by default assign ownership to anyone else but Nobody, if > your system auto assign ownership, this must have been done by a custom > scrip written by you /your developers .. You'll need to investigate your > custom scrips in Global/scrips or Queues/Queue/scrips and modify them > accordingly .. > Good luck; > Roy > > Maciak, TJ wrote: > >> Has anyone run into a problem where you have a ticket that has been >> assigned to a queue (Queue A) and then given >> >> To an owner who belongs to that group/queue. After some time, the >> ticket is then moved to a different queue (Queue B) >> >> But for some reason the owner is the same person from the first queue >> (Queue A) even though they do not belong to the >> >> New queue/group (Queue B)? Seems to me like the ticket should change to >> Nobody as owner. Maybe this is permission >> >> Issue that I have set up different for one queue/group as this issue >> just recently came to my attention and we have been running >> >> RT for a year now. >> >> >> >> Any help, thoughts, ideas would be appreciated. >> >> >> >> Thank you, >> >> >> >> 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 >> > > > > From ruslan.zakirov at gmail.com Fri Sep 1 10:18:18 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 1 Sep 2006 18:18:18 +0400 Subject: [rt-users] ticket with a new queue but requestor still from old queue/group In-Reply-To: <44F8350B.5020004@pipex.net> References: <44F8350B.5020004@pipex.net> Message-ID: <589c94400609010718k259bd03ar3b202e25ea8b82af@mail.gmail.com> On 9/1/06, Roy El-Hames wrote: > I did n't realise that RT can do that by default, I stand corrected by RT sets ownership to nobody user when you're moving a ticket into a queue and owner of the ticket has no right to own tickets in this queue. This behaviour is controlled by ACL and is expexted under normal logic: if user has no right to own then he shouldn't be an owner. It didn't work right in some cases and should work fine in RT 3.4.6 and 3.6.1(may be 3.6.2) RT releases. Note that if user has OwnTicket right on both queues then RT does nothing. As Roy wrote in this case you have to use scrips to implement your own workflow or change ACL as I described. > Ruslan reply .. > If the patch did not work for you, then its easy enough to re-set the > user to Nobody using scrips and on queue change condition. > Regards; > Roy > > Maciak, TJ wrote: > > Roy, > > > > The ownership was given to somebody who was in Queue A by a member who belonged to that queue/group. I was just wondering if there was a way for RT to change ownership to "Nobody" If the tickets queue happened to change and the current owner did not Belong to that new queue/group. > > > > T.J. Maciak > > > > Internet/Intranet Developer > > Department of IT > > City of Grand Rapids > > P: (616)456-3713 > > F: (616)456-3448 > > > > > > > > -----Original Message----- > > From: Roy El-Hames [mailto:rfh at pipex.net] > > Sent: Friday, September 01, 2006 6:26 AM > > To: Maciak, TJ > > Cc: rt-users > > Subject: Re: [rt-users] ticket with a new queue but requestor still from old queue/group > > > > RT does n't by default assign ownership to anyone else but Nobody, if > > your system auto assign ownership, this must have been done by a custom > > scrip written by you /your developers .. You'll need to investigate your > > custom scrips in Global/scrips or Queues/Queue/scrips and modify them > > accordingly .. > > Good luck; > > Roy > > > > Maciak, TJ wrote: > > > >> Has anyone run into a problem where you have a ticket that has been > >> assigned to a queue (Queue A) and then given > >> > >> To an owner who belongs to that group/queue. After some time, the > >> ticket is then moved to a different queue (Queue B) > >> > >> But for some reason the owner is the same person from the first queue > >> (Queue A) even though they do not belong to the > >> > >> New queue/group (Queue B)? Seems to me like the ticket should change to > >> Nobody as owner. Maybe this is permission > >> > >> Issue that I have set up different for one queue/group as this issue > >> just recently came to my attention and we have been running > >> > >> RT for a year now. > >> > >> > >> > >> Any help, thoughts, ideas would be appreciated. > >> > >> > >> > >> Thank you, > >> > >> > >> > >> 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 > >> > > > > > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 sturner at MIT.EDU Fri Sep 1 10:29:47 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 01 Sep 2006 10:29:47 -0400 Subject: [rt-users] RT - Data Warehouse? Message-ID: <6.2.3.4.2.20060901102659.03c5a3b0@po14.mit.edu> Hello, Has anyone moved data from an RT system to a data warehouse for reporting purposes? If so, would you be willing to share your experiences? I'm interested in the design of the warehouse data structures, particularly how to accommodate custom fields. Thanks, Steve Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From ruslan.zakirov at gmail.com Fri Sep 1 10:35:07 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 1 Sep 2006 18:35:07 +0400 Subject: [rt-users] Email Response "FROM" name In-Reply-To: <1149282732.8518.248.camel@hex.latis.com> References: <514005087A4DA54CB81C428C81EAB93D01E8F572@EXCHANGE.insomniacgames.com> <1149282732.8518.248.camel@hex.latis.com> Message-ID: <589c94400609010735t1d993c43j6cf6b736e36ec067@mail.gmail.com> >From FAQ: <<< Q: How to change From line in outgoing mail. A: Override From header with Template feature. From: Example Support Department Sender: Example Support Department See also: previouse question, UseActorAsSender, MultipleOutgoingEmailAddresses >>> On 6/3/06, Ole Craig wrote: > On Fri, 2006-06-02 at 10:02 -0700, Steve Kirk wrote: > > In the RT_Config.pm, you can set the global email adddress FROM > > variable. The default is "%s via RT", so it would display as "Joe > > Smith via RT." > > > > Is there any way to set that at a queue level? > > > > I ask because one of the queues I use is for the public, and we'd > > rather have some level of anonimity when we reply to those tickets > > (it's for fan email, and some fans get a little fanatical when they > > have a name to latch onto). > > > > However, we like the feature for our internal responses - In our old > > helpdesk system, people alwasy complained because they never knew who > > sent a response from the system if they failed to sign the email. > > I'm considering doing something similar. In my case, I like the > "friendly-from" for emails going out to external requestors -- because > it helps to keep customers from trying to correspond directly with an > engineer rather than going through RT -- but for emails coming through > RT to internal staff, I'd like to see the origin email address. In part > this is purely cosmetic; most peoples' email clients put that string > into the reply-string in the email (e.g. see the top of this email, > where it says "[...] Steve Kirk wrote:") and it looks weird when people > forget to edit the reply string and it goes out with "on this date at > this time 'Via RT' wrote:" > > I've not had time to look at it yet (that's what weekends are for, > right? :-) but I suspect the way I'll end up going is to define a > template that rewrites the "From" header with suitable values obtained > from the ticket object, and then override the default scrip for "on > Correspond Notify AdminCcs" to use that template rather than the global > Admin Correspondence or Correspondence templates. > > > -- > /Ole Craig > Security Engineer > > 303-381-3802 (main support hotline) > 303-381-3824 (my direct line) > 303-381-3801 (fax) > > www.stillsecure.com > . . . > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html > -- Best regards, Ruslan. From ocraig at stillsecure.com Fri Sep 1 10:56:55 2006 From: ocraig at stillsecure.com (Ole Craig) Date: Fri, 01 Sep 2006 08:56:55 -0600 Subject: [rt-users] Does formatting a saved search have to be this &*%!%! painful? In-Reply-To: <60f3c11a0609010158x64941f0at50ab638f89c01dcb@mail.gmail.com> References: <1157085762.20981.292.camel@hex.latis.com> <60f3c11a0609010158x64941f0at50ab638f89c01dcb@mail.gmail.com> Message-ID: <1157122615.20981.304.camel@hex.latis.com> Ahhhhhh...... Thank you! I *knew* there had to be a better way, and I use the advanced tab all the time to fiddle with searches... but totally forgot about the bottom of it. I knew I was missing something obvious. At least the next three reports won't take me hours per to create... :-/ Ole On Fri, 2006-09-01 at 09:58 +0100, Andrew Nicols wrote: > On 9/1/06, Ole Craig wrote: > Is there any way to get a new field in a search to appear in > the second > column of a multicolumn search OTHER THAN this cripplingly > repetitive > process: > > Indeed there is... when you build the custom search, once you've added > your search criterion, click on Advanced. The bottom text box is the > fields which will be displayed. It takes a bit of getting used to, but > if you're doing lots of searches, that's a good way of doing it, > > -- > Regards, > > Andrew Nicols -- /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 bparish at workscape.com Fri Sep 1 11:32:55 2006 From: bparish at workscape.com (Parish, Brent) Date: Fri, 1 Sep 2006 11:32:55 -0400 Subject: [rt-users] Labelled Priority Patch doesn't work with 3.6x Message-ID: Hi. I found the exact same behavior (priority labels show, but changes to priority don't take effect) on 3.6.1. One thing I noticed, in doing a view source on the page: 47 %if ($DefaultValue) { 48 49 %} 50 %foreach my $User ( @users) { 51 58 %} 59 Don't forget to place the file in $RTROOT/local/html/Elements instead of the normal html directory, and when you change the file, you'll need to restart apache for mason to clear it's cache and notice things have changed. With regards to the other locations the username is displayed, it depends which you want to change, but you'll be looking in: html/Ticket/Elements/ShowUserEntry line 48 html/Ticket/Elements/ShowTransaction lines 57 For an idea of what the other fields are called, have a look at the perldoc for RT::User, but as I say, I don't know how your external authentication affects things though. You may also want to change the default fields showing when you search by looking at files in the html/Search/ directory You might also want to try experimenting with RT 3.6.1. It doesn't offer much in the way of new features, but it will be easier when it comes to upgrading to the 3.6 series for your users as they won't have to adjust to it's vastly different looks. Hope this helps, -- Regards, Andrew Nicols -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Fri Sep 1 14:20:02 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 1 Sep 2006 14:20:02 -0400 Subject: [rt-users] Where to report bugs? In-Reply-To: <200609011953.27478.su@inubit.com> References: <200609011953.27478.su@inubit.com> Message-ID: <20060901182002.GZ9230@bestpractical.com> On Fri, Sep 01, 2006 at 07:53:24PM +0200, Stephan Uhlmann wrote: > Hello all, > > I reported some bugs to rt-bugs at fsck.com but only received the automatic > reply. No other feedback since 6 weeks. Oftentimes, this is because issues have already been discussed and/or resolved on rt-users, sometimes, it's just because we're overworked. (If you need commercial help and guaranteed response, that's very doable, but not what rt-users is about ;) > So I wonder whether the above is the correct address? Or where to report bugs? > Maybe rt-users, so that the issues can be discussed? Uusally discussing issues on rt-users first is the right thing. > These are the issues I reported, maybe they are of interest to somebody, too. > > * special characters in queue names Ticket #? > * Unknown field: Requestor.EmailAddress > * Relogin necessary to see queue changes > * ticket search reveals higher total number of found tickets than allowed to > see These three have already been discussed in depth on rt-users or rt-devel. There's a patch for the first. The second two are design artifacts. The third one, I know I've responded in depth to several tickets about why a good solution is hard and expensive (computationally). Jesse From bparish at workscape.com Fri Sep 1 15:58:33 2006 From: bparish at workscape.com (Parish, Brent) Date: Fri, 1 Sep 2006 15:58:33 -0400 Subject: [rt-users] Way to force AtAGlance page to a single column? Message-ID: Hi. Some of our users are forced to use a small browser view (limited desktop real estate). It really jumbles the display in 3.6.1 and they are asking to cut the At A Glance page down to a single column, getting rid of all content except (for example) a saved search display or "My Tickets" , etc). If I go into the Edit screen for the Home/AtAGlance page, and I remove all the "portlets" (content sections) except the one, the result is a split screen (as if there were still content on the right hand side (like reminders), even though there is nothing there). How can I make the only content segment/portlet take up the full screen? Tough to explain, hope I got it across ok. I guess in essence it would be the equivalent of removing the right hand frame completely, if RT used frames. Thanks! Brent ********************************************************************************************** IMPORTANT: The contents are intended for the named recipient(s) only and may contain information that is PRIVILEGED and/or CONFIDENTIAL. If you have received this email in error, please destroy all copies of this message and it's attachments and then notify the system manager or the sender immediately. Do not disclose the contents to anyone or make copies thereof. *** eSafe scanned this email for viruses, vandals, and malicious content. *** ********************************************************************************************** -------------- next part -------------- An HTML attachment was scrubbed... URL: From hall at fas.sfu.ca Fri Sep 1 18:43:46 2006 From: hall at fas.sfu.ca (Gary Hall) Date: Fri, 01 Sep 2006 15:43:46 -0700 Subject: [rt-users] ModifyCustomField conundrum Message-ID: <44F8B7A2.5090300@fas.sfu.ca> I'm running RT-3.6.1. I have separate queues for individual departments. I have the following requirements: 1. As far as possible, members of the administrator groups in the individual departments should be able to manage their own queues and groups. 2. As far as possible, administrators and ticket handlers in the individual departments should not be able to affect anything outside their own queues and groups. 3. All administrators, no matter what department they belong to, should be able to see but not modify another department's queues (unless the other department objects). I have things working more or less as I want them. The only glitch is Custom Fields for tickets. AFAICT, ModifyCustomField can be granted only at the global level or at the field level. Neither scenario is ideal. If the privilege is granted to ticket handlers at the global level, they are able to change the value of custom fields in other departments' tickets, violating requirement 3. If the privilege is to be granted at the field level by departmental administators, they require ModifyACL at the global level, violating requirement 3. If the privilege is to be granted at the field level by a high level administrator (e.g., moi), departmental administrators will not be able to add a custom field without help, violating principle 1. Am I missing something? -- Gary Hall hall at fas.sfu.ca | Voice (604) 291-5925 Faculty of Applied Sciences | Fax (604) 291-5404 Simon Fraser University | Burnaby, B.C. V5A 1S6 | From juan.mas at gmail.com Sat Sep 2 13:49:58 2006 From: juan.mas at gmail.com (Juan Mas) Date: Sat, 2 Sep 2006 13:49:58 -0400 Subject: [rt-users] Ticket Query bug 3.6.1? Unknown field: Requestor.EmailAddress Message-ID: <7d73da0609021049v5537b381jbbf35690ebca0dba@mail.gmail.com> I just finished upgrading to RT 3.6.1 and I was checking out one of my common searches. When I try to search Im getting Unknown field: Requestor.EmailAddress, though every other field seems to be working. Is there a workaround for this? -- -Juan -------------- next part -------------- An HTML attachment was scrubbed... URL: From jokermjs19 at comcast.net Sat Sep 2 18:40:55 2006 From: jokermjs19 at comcast.net (Mathew) Date: Sat, 02 Sep 2006 18:40:55 -0400 Subject: [rt-users] Ticket Query bug 3.6.1? Unknown field: Requestor.EmailAddress In-Reply-To: <7d73da0609021049v5537b381jbbf35690ebca0dba@mail.gmail.com> References: <7d73da0609021049v5537b381jbbf35690ebca0dba@mail.gmail.com> Message-ID: <44FA0877.7070702@comcast.net> Juan Mas wrote: > I just finished upgrading to RT 3.6.1 and I was checking out one of my > common searches. When I try to search Im getting Unknown field: > Requestor.EmailAddress, though every other field seems to be working. > Is there a workaround for this? > > -- > -Juan > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com This has already been documented. Mathew Snyder From leondutoit at webmail.co.za Sun Sep 3 04:31:16 2006 From: leondutoit at webmail.co.za (leondutoit at webmail.co.za) Date: Sun, 3 Sep 2006 10:31:16 +0200 (SAST) Subject: [rt-users] Displaying Columns Message-ID: <1260.196.7.158.133.1157272276.squirrel@mail.webmail.co.za> Hi I am working with our IT developers to customize RT. We are using 3.6.1 Logged in as the root user, I have experimented with colums displayed in "RT at a glance". I have deleted the locTake column displayed. If I want to now add the column again, it is not available. I know how to add the "id" field as a "Take" link, but the column is then diplayed with the id number as a hyperlink, but I want it to display "Take" as the title of the hyperlink. Hope someone can assist. Thanks Leon ------------------------------------------- "South Africas premier free email service - www.webmail.co.za From leondutoit at webmail.co.za Sun Sep 3 04:32:05 2006 From: leondutoit at webmail.co.za (leondutoit at webmail.co.za) Date: Sun, 3 Sep 2006 10:32:05 +0200 (SAST) Subject: [rt-users] Displaying Columns Message-ID: <1271.196.7.158.133.1157272325.squirrel@mail.webmail.co.za> Hi I am working with our IT developers to customize RT. We are using 3.6.1 Logged in as the root user, I have experimented with colums displayed in "RT at a glance". I have deleted the locTake column displayed. If I want to now add the column again, it is not available. I know how to add the "id" field as a "Take" link, but the column is then diplayed with the id number as a hyperlink, but I want it to display "Take" as the title of the hyperlink. Hope someone can assist. Thanks Leon ------------------------------------------- "South Africas premier free email service - www.webmail.co.za From torsten.brumm at googlemail.com Sun Sep 3 07:47:51 2006 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Sun, 3 Sep 2006 13:47:51 +0200 Subject: [rt-users] Ticket Query bug 3.6.1? Unknown field: Requestor.EmailAddress In-Reply-To: <7d73da0609021049v5537b381jbbf35690ebca0dba@mail.gmail.com> References: <7d73da0609021049v5537b381jbbf35690ebca0dba@mail.gmail.com> Message-ID: Hi Juan, check the maillinglist, there was a threat some days ago with a patch for this. Torsten 2006/9/2, Juan Mas : > > I just finished upgrading to RT 3.6.1 and I was checking out one of my > common searches. When I try to search Im getting Unknown field: > Requestor.EmailAddress, though every other field seems to be working. Is > there a workaround for this? > > -- > -Juan > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 garrison at zeta.org.au Sun Sep 3 10:39:12 2006 From: garrison at zeta.org.au (Charlie Garrison) Date: Mon, 4 Sep 2006 00:39:12 +1000 Subject: [rt-users] Problem with RT-Extension-CommandByMail Message-ID: Good morning, I have installed RT-Extension-CommandByMail-0.03 in my RT v3.4.5 setup. After completing the installation steps, RT stops processing any messages via rt-mailgate. Once I comment the @MailPlugins line then messages get processed again. I used the following install procedure: cd ~/src/RT-Extension-CommandByMail-0.03 perl Makefile.PL make su make install cd /usr/local/rt3 patch -p0 < ~/src/RT-Extension-CommandByMail-0.03/patch/command_by_email-0.1-RT-3.4.5.patch vi etc/RT_SiteConfig.pm (added following line at end of file, before trailing "1;") @MailPlugins = qw(Auth::MailFrom Filter::TakeAction); apachectl stop apachectl start I also tried some variations of the above, but nothing seems to work. I can't see anything in rt.log that sheds any light on the problem. What am I possibly doing wrong? How can I get RT-Extension-CommandByMail to work? Thanks, Charlie -- Charlie Garrison PO Box 141, Windsor, NSW 2756, Australia From ruslan.zakirov at gmail.com Sun Sep 3 11:44:47 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sun, 3 Sep 2006 19:44:47 +0400 Subject: [rt-users] Problem with RT-Extension-CommandByMail In-Reply-To: References: Message-ID: <589c94400609030844u3b4e2b37sd7dd497b83969ee5@mail.gmail.com> 1. Without logs I couldn't say anything helpful. 2. You may try 3.4.6 RC without any patch On 9/3/06, Charlie Garrison wrote: > Good morning, > > I have installed RT-Extension-CommandByMail-0.03 in my RT v3.4.5 setup. After > completing the installation steps, RT stops processing any messages via > rt-mailgate. Once I comment the @MailPlugins line then messages get processed > again. > > I used the following install procedure: > > cd ~/src/RT-Extension-CommandByMail-0.03 > perl Makefile.PL > make > su > make install > cd /usr/local/rt3 > patch -p0 < > ~/src/RT-Extension-CommandByMail-0.03/patch/command_by_email-0.1-RT-3.4.5.patch > vi etc/RT_SiteConfig.pm > (added following line at end of file, before trailing "1;") > @MailPlugins = qw(Auth::MailFrom Filter::TakeAction); > apachectl stop > apachectl start > > I also tried some variations of the above, but nothing seems to work. I can't > see anything in rt.log that sheds any light on the problem. > > What am I possibly doing wrong? How can I get RT-Extension-CommandByMail to > work? > > Thanks, > Charlie > > -- > Charlie Garrison > PO Box 141, Windsor, NSW 2756, Australia > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 garrison at zeta.org.au Sun Sep 3 15:44:28 2006 From: garrison at zeta.org.au (Charlie Garrison) Date: Mon, 4 Sep 2006 05:44:28 +1000 Subject: [rt-users] Problem with RT-Extension-CommandByMail In-Reply-To: <589c94400609030844u3b4e2b37sd7dd497b83969ee5@mail.gmail.com> Message-ID: Good morning, On 3/9/06 at 7:44 PM +0400, Ruslan Zakirov wrote: >1. Without logs I couldn't say anything helpful. Agreed, but I'm not sure where to look. There is nothing in the apache error_log. And this is all I get from the rt.log: [Sun Sep 3 19:23:47 2006] [debug]: Converting 'US-ASCII' to 'utf-8' for text/plain - Doing command test [5] (/usr/local/rt3/lib/RT/I18N.pm:225) If you have any suggestions for getting something useful into the logs, I'd love to hear it. >2. You may try 3.4.6 RC without any patch I decided to update to 3.6.1 if I was going to bother with an update. The CommandByMail stuff is still not working. I have tested with and without the Interface/Email.pm patch. If I use this line in RT_SiteConfig.pm then messages get processed and a ticket is created: @MailPlugins = qw(Auth::MailFrom ); But if I use this line instead then no ticket is created: @MailPlugins = qw(Auth::MailFrom Filter::TakeAction); Any ideas? Thanks, Charlie -- Charlie Garrison PO Box 141, Windsor, NSW 2756, Australia From schwern at bestpractical.com Sun Sep 3 18:35:55 2006 From: schwern at bestpractical.com (Michael G Schwern) Date: Sun, 03 Sep 2006 18:35:55 -0400 Subject: [rt-users] Problem with RT-Extension-CommandByMail In-Reply-To: References: Message-ID: <44FB58CB.5080806@bestpractical.com> Charlie Garrison wrote: > I have installed RT-Extension-CommandByMail-0.03 in my RT v3.4.5 setup. After > completing the installation steps, RT stops processing any messages via > rt-mailgate. Once I comment the @MailPlugins line then messages get processed > again. > > I used the following install procedure: > > cd ~/src/RT-Extension-CommandByMail-0.03 > perl Makefile.PL > make This is the point where one usually runs the tests. They might point out something which has gone wrong with CommandByMail and your system. make test > su > make install > cd /usr/local/rt3 > patch -p0 < > ~/src/RT-Extension-CommandByMail-0.03/patch/command_by_email-0.1-RT-3.4.5.patch > vi etc/RT_SiteConfig.pm > (added following line at end of file, before trailing "1;") > @MailPlugins = qw(Auth::MailFrom Filter::TakeAction); > apachectl stop > apachectl start > > I also tried some variations of the above, but nothing seems to work. I can't > see anything in rt.log that sheds any light on the problem. > > What am I possibly doing wrong? How can I get RT-Extension-CommandByMail to > work? > > Thanks, > Charlie > From gobnat at optusnet.com.au Sun Sep 3 18:51:48 2006 From: gobnat at optusnet.com.au (Brendan S (Scratch User)) Date: Mon, 04 Sep 2006 08:51:48 +1000 Subject: [rt-users] Reports: Newbie looking for some help. In-Reply-To: <44F3C458.3010604@optusnet.com.au> References: <44F3C458.3010604@optusnet.com.au> Message-ID: <44FB5C84.7030106@optusnet.com.au> Brendan S (Scratch User) wrote: > Hi > > I have just installed (yesterday) rt (3.6.1) on opensuse 10.1 - and added a couple of pages on the experience to the wiki: > http://wiki.bestpractical.com/index.cgi?OpenSuSE101InstallGuide > > This is the first time I have ever installed/used: Apache, Mysql, perl, cpan (and of course rt) - so my apologies if this is all a bit mundane. I have searched the last 6 months or so of the mailing lists but have not found anything on point. > > I would like to produce reports which show (among other things) the detail of the issue which initiated ticket, and the most recent comment added to the ticket. Can someone point to somewhere which explains how to do this? Happy, subject to the next question, to do this through the CLI or through query builder. > > I have found the rt shell, but when I try to (eg) list/show tickets it asks for a password and fails. I have tried the password from RTSiteConfig.pm without success. Which password is it looking for? > > I have tried downloading a tsv of the search results, but what I get is ?perl? code. I assume this means I need to add something to the Apache config file somewhere (? presumably adding a perl handler directive for some directory? - ?rt/Search/?) > > I have managed to search a custom field using the advanced query builder, but can't seem to get it to display the field in the report (the field name is displayed, but the result entry is blank - I have added it from the drop downs at the bottom of the page - the CF naming syntax appears to change). Generic question I know, but anywhere will tell me what is likely to be going wrong? > > Thanks in advance It's ok, don't worry I will work it out myself. From schwern at bestpractical.com Sun Sep 3 18:57:50 2006 From: schwern at bestpractical.com (Michael G Schwern) Date: Sun, 03 Sep 2006 18:57:50 -0400 Subject: [rt-users] Problem with RT-Extension-CommandByMail In-Reply-To: <44FB58CB.5080806@bestpractical.com> References: <44FB58CB.5080806@bestpractical.com> Message-ID: <44FB5DEE.60101@bestpractical.com> Michael G Schwern wrote: > Charlie Garrison wrote: >> I have installed RT-Extension-CommandByMail-0.03 in my RT v3.4.5 >> setup. After >> completing the installation steps, RT stops processing any messages via >> rt-mailgate. Once I comment the @MailPlugins line then messages get >> processed >> again. >> >> I used the following install procedure: >> >> cd ~/src/RT-Extension-CommandByMail-0.03 >> perl Makefile.PL >> make > > This is the point where one usually runs the tests. They might point > out something which has gone wrong with CommandByMail and your system. Jesse informs me that its non-trivial to run the CommandByMail tests. They require a running, installed RT instance. Additionally the tests are "destructive" in that they actively add tickets and send mail via your installed RT instance. So don't run them against a production instance. From garrison at zeta.org.au Sun Sep 3 19:13:45 2006 From: garrison at zeta.org.au (Charlie Garrison) Date: Mon, 4 Sep 2006 09:13:45 +1000 Subject: [rt-users] Problem with RT-Extension-CommandByMail In-Reply-To: <44FB5DEE.60101@bestpractical.com> Message-ID: Good morning, On 3/9/06 at 6:57 PM -0400, Michael G Schwern wrote: >> This is the point where one usually runs the tests. They might point >> out something which has gone wrong with CommandByMail and your system. > >Jesse informs me that its non-trivial to run the CommandByMail tests. >They require a running, installed RT instance. Additionally the tests >are "destructive" in that they actively add tickets and send mail via >your installed RT instance. So don't run them against a production >instance. Yep, I found that out the hard way. I was running tests but quickly got tired of deleting all the 'test' tickets. The tests were failing, but still creating tickets. Is there something I can do to get more logging detail? Then maybe I can get some clues as to where the problem might be. Thanks, Charlie -- Charlie Garrison PO Box 141, Windsor, NSW 2756, Australia From ruslan.zakirov at gmail.com Sun Sep 3 20:14:45 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 4 Sep 2006 04:14:45 +0400 Subject: [rt-users] Problem with RT-Extension-CommandByMail In-Reply-To: References: <44FB5DEE.60101@bestpractical.com> Message-ID: <589c94400609031714h7b527155k25b55c1aff48ae3e@mail.gmail.com> On 9/4/06, Charlie Garrison wrote: > Good morning, > > On 3/9/06 at 6:57 PM -0400, Michael G Schwern wrote: > > >> This is the point where one usually runs the tests. They might point > >> out something which has gone wrong with CommandByMail and your system. > > > >Jesse informs me that its non-trivial to run the CommandByMail tests. > >They require a running, installed RT instance. Additionally the tests > >are "destructive" in that they actively add tickets and send mail via > >your installed RT instance. So don't run them against a production > >instance. > > Yep, I found that out the hard way. I was running tests but quickly got tired of > deleting all the 'test' tickets. The tests were failing, but still creating > tickets. > > Is there something I can do to get more logging detail? Then maybe I can get > some clues as to where the problem might be. First of all, in the repository we have version 0.05 which is newer than on the CPAN. You can check out from the SVN or wait for new release. To debug you can use next command: `rt-mailgate --url 'http://...' --queue general --action 'correspond' --debug`. As input type something like: From: address at example.com Subject: test test hit ctrl+d at the end. Also there is problem with default value of the --action argument in 3.6.0 and may be 3.6.1, try to add "--action correspond" to all your mail aliases. I fixed it in the RT repository, but don't remember if it was included into 3.6.1 or not. > > Thanks, > Charlie > > -- > Charlie Garrison > PO Box 141, Windsor, NSW 2756, Australia > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 sudhir at stratogent.com Mon Sep 4 00:09:52 2006 From: sudhir at stratogent.com (Sudhir Damle) Date: Sun, 3 Sep 2006 21:09:52 -0700 Subject: [rt-users] URL problem with owned ticket subject link. Message-ID: <20060904041003.BEB824D801A@diesel.bestpractical.com> Hello, When owner logs in he sees the 10 highest priority tickets owned. The link for ticket number is correct and when clicked on it ticket gets displayed. But the link for the subject line is wrong. For example for ticket number 36, its link is http://172.28.88.15/rt/Ticket/Display.html?id=36 which is correct, but the subject link is http://172.28.88.15/Ticket/Display.html?id=36 where /rt is missing. Thanks, Sudhir Damle -------------- next part -------------- An HTML attachment was scrubbed... URL: From a.nicols at lancs.ac.uk Mon Sep 4 05:51:04 2006 From: a.nicols at lancs.ac.uk (Andrew Nicols) Date: Mon, 4 Sep 2006 10:51:04 +0100 Subject: [rt-users] Reports: Newbie looking for some help. In-Reply-To: <44FB5C84.7030106@optusnet.com.au> References: <44F3C458.3010604@optusnet.com.au> <44FB5C84.7030106@optusnet.com.au> Message-ID: <60f3c11a0609040251w645a6219q5017ef0af322d324@mail.gmail.com> On 9/3/06, Brendan S (Scratch User) wrote: > > Brendan S (Scratch User) wrote: > > I have found the rt shell, but when I try to (eg) list/show tickets it > asks for a password and fails. I have tried the password from > RTSiteConfig.pm without success. Which password is it looking for? It's looking for your the username/password you use to log into RT rather than the RT Database Password. > I have tried downloading a tsv of the search results, but what I get is > ?perl? code. I assume this means I need to add something to the Apache > config file somewhere (? presumably adding a perl handler directive for some > directory? - ?rt/Search/?) It sounds like something isn't quite right in your apache config then. Can you use the Search Builder for example at present? If you're getting perl code, it seems like mason isn't handling the file properly. It might be a good idea to check your Apache access and error logs to see if there's anything out of the ordinary being mentioned about the Results.tsv file > I have managed to search a custom field using the advanced query builder, > but can't seem to get it to display the field in the report (the field name > is displayed, but the result entry is blank - I have added it from the drop > downs at the bottom of the page - the CF naming syntax appears to > change). Generic question I know, but anywhere will tell me what is likely > to be going wrong? I'm not entirely sure what you mean here. Can you give a more detailed example, or perhaps paste the text from the bottom box of the Advanced tab? It's ok, don't worry I will work it out myself. I think I've seen a few replies to the list about some of the things I've mentioned. Perhaps you should check back in case you missed them. -- Regards, Andrew Nicols -------------- next part -------------- An HTML attachment was scrubbed... URL: From paul at boldra.com Mon Sep 4 07:39:41 2006 From: paul at boldra.com (Boldra) Date: Mon, 04 Sep 2006 13:39:41 +0200 Subject: [rt-users] "time to display" wrong - where is delay? Message-ID: <44FC107D.7080800@boldra.com> Hi, after optimizing our rt installation with mason caching, hiding things in the session, query optimizing and so on, I've got our average "time to display" values nice and low (rarely more than 3 seconds). However the users still aren't happy, because the numbers don't reflect their experience. My own testing has confirmed that although the page display value might be 4 seconds, the time it takes to completely fetch the html for the page (via LWP) is up to 90 seconds! (possibly longer, but I've set certain timeouts at this limit). I think I've eliminated the possibility of a network problem by fetching the pages from the same machine that's serving them, and since it's only fetching html it can't be due to image load times. I'm also not rendering the html, just fetching it. Naturally I'm looking at our webserver config, and in particular fastcgi. What I'm hoping someone here can tell me is; what else is happening between the initialization of $m->{rt_base_time} in the autohandler and the rendering of the number in /Elements/Footer? Is it possible my mason caching is slowing something down (something filesystem-bound)? I appreciate any suggestions! Paul Boldra From su at inubit.com Mon Sep 4 08:39:09 2006 From: su at inubit.com (Stephan Uhlmann) Date: Mon, 4 Sep 2006 14:39:09 +0200 Subject: [rt-users] Where to report bugs? In-Reply-To: <20060901182002.GZ9230@bestpractical.com> References: <200609011953.27478.su@inubit.com> <20060901182002.GZ9230@bestpractical.com> Message-ID: <200609041439.12185.su@inubit.com> Thanks for your comments, Jesse! On Friday, 1. September 2006 20:20, Jesse Vincent wrote: > On Fri, Sep 01, 2006 at 07:53:24PM +0200, Stephan Uhlmann wrote: > > Hello all, > > > > I reported some bugs to rt-bugs at fsck.com but only received the automatic > > reply. No other feedback since 6 weeks. > > Oftentimes, this is because issues have already been discussed and/or > resolved on rt-users, sometimes, it's just because we're overworked. (If > you need commercial help and guaranteed response, that's very doable, > but not what rt-users is about ;) I see. Primarily I wanted to make sure that my feedback went to the right place, so that developers at least know about the problems. > > So I wonder whether the above is the correct address? Or where to report > > bugs? Maybe rt-users, so that the issues can be discussed? > > Uusally discussing issues on rt-users first is the right thing. Ok. > > These are the issues I reported, maybe they are of interest to somebody, > > too. > > > > * special characters in queue names > > Ticket #? #7679 > > * Unknown field: Requestor.EmailAddress > > * Relogin necessary to see queue changes > > * ticket search reveals higher total number of found tickets than allowed > > to see > There's a patch for the first. Ok, I see now. I checked the list before I reported the error, but back then there was nothing mentioned. > The second two are design > artifacts. Which means it can't/won't be fixed? > The third one, I know I've responded in depth to several > tickets about why a good solution is hard and expensive > (computationally). Ok. I'll see whether we can live with that kind of information leakage. Cheers, Stephan -- inubit AG integrating your business and IT Tel +49.30.726112-300, Fax -100 http://www.inubit.com/su/public_key -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From jrudowski at paddypower.com Mon Sep 4 09:05:51 2006 From: jrudowski at paddypower.com (Jacek Rudowski) Date: Mon, 4 Sep 2006 14:05:51 +0100 Subject: [rt-users] Home Page Saved Searches in RT 3.6.x Message-ID: Hello, I'd like to ask how can I prepare home page saved searches for all users in RT 3.6.1. Is there any easy way to do that? I followed that document: http://wiki.bestpractical.com/index.cgi?HomePageSavedSearches and after changing $HomepageComponents I can add saved searches but only for superuser. Are there any changes in user privileges that I should made to allow them having saved searches on home page? Something else? Thanks in advance for any useful suggestions. Best regards Jacek Rudowski ________________________________________________________________________ Privileged, confidential and/or copyright information may be contained in this communication. This e-mail and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended addressee, you may not copy, forward, disclose or otherwise use this e-mail or any part of it in any way whatsoever. To do so is prohibited and may be unlawful. If you have received this email in error please notify the sender immediately. Paddy Power PLC may monitor the content of e-mail sent and received for the purpose of ensuring compliance with its policies and procedures. ________________________________________________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: From arnas.kupsys at swisscom-eurospot.com Mon Sep 4 09:12:54 2006 From: arnas.kupsys at swisscom-eurospot.com (Arnas Kupsys) Date: Mon, 04 Sep 2006 15:12:54 +0200 Subject: [rt-users] "Enter one value" near custom fields removal In-Reply-To: References: Message-ID: <44FC2656.90306@swisscom-eurospot.com> Hello, is there an easy way to remove lines like "Enter one value" near the Custom fields, on the ticket creation or modification webpage? I would like to remove all of them except the ones (red ones) for the mandatory fields. Thanks in advance, Arnas Kupsys From james.bromberger at vibrantmedia.com Mon Sep 4 10:25:17 2006 From: james.bromberger at vibrantmedia.com (James Bromberger) Date: Mon, 04 Sep 2006 15:25:17 +0100 Subject: [rt-users] rt-mailgate and DBIx::SearchBuilder on Debian testing: _Accessible deprecated, bug? Message-ID: <44FC374D.1070905@vibrantmedia.com> Hello all, I am trying to get rt-mailgate working, but am finding that the versions of RT and DBIx::SearchBuilder I have (debian package 3.4.4-3 and libdbix-searchbuilder-perl 1.43-1) don't seem to be playing well: Connecting to http://rt.example.com//REST/1.0/NoAuth/mail-gateway at /usr/bin/rt-mailgate line 99, <> line 1. Can't locate object method "_Accessible" via package "james.bromberger at example.com" (perhaps you forgot to load "james.bromberger at example.com"?) at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 424. Stack: [/usr/share/perl5/DBIx/SearchBuilder/Record.pm:424] [/usr/share/request-tracker3.4/lib/RT/Interface/Email/Auth/MailFrom_Localpm:46] [/usr/share/request-tracker3.4/lib/RT/Interface/Email.pm:593] [/usr/share/request-tracker3.4/html/REST/1.0/NoAuth/mail-gateway:58] RT server error. I have been looking through the changes on CPAN for DBIx::SearchBuilder but can't see what would have caused this. Can anyone point me in the right direction please? Thanks, James This email is intended for the exclusive use by the person(s) mentioned as recipient(s). This email and its attachments, if any, contain confidential information and/or may contain information protected by intellectual property rights or others rights. This email does not constitute any commitment from Vibrant Media or its subsidiaries except when expressly agreed in a written agreement between the intended recipient and Vibrant Media or its subsidiaries. If you receive this email by mistake, please notify the sender and delete this email immediately from your system and destroy all copies of it. You may not, directly or indirectly, use, disclose, distribute, print or copy this email or any part of it if you are not the intended recipient. From cmap_sec at yahoo.co.uk Mon Sep 4 11:06:26 2006 From: cmap_sec at yahoo.co.uk (Elaine .) Date: Mon, 4 Sep 2006 16:06:26 +0100 (BST) Subject: [rt-users] checking I am using secure ldap Message-ID: <20060904150626.32219.qmail@web27502.mail.ukl.yahoo.com> hi I'm using rt 3.4.5 on fedora 5. I authenticate to active directory using the ldap overlap script created by Ruediger Riediger that used to be/may still be on the wiki. Anyway it has the option to put the server in as ldaps:// so I have and I authenticate ok. Is there a way to check I really am using secure ldap as I can't see anything different in the log. I have Net::SSleay installed. Thanks Elaine ___________________________________________________________ Inbox full of spam? Get leading spam protection and 1GB storage with All New Yahoo! Mail. http://uk.docs.yahoo.com/nowyoucan.html From hornetmadness at gmail.com Mon Sep 4 11:29:51 2006 From: hornetmadness at gmail.com (Hornet) Date: Mon, 4 Sep 2006 11:29:51 -0400 Subject: [rt-users] CF Transactions Message-ID: I have setup a CF as a "Ticket Transactions". This is working as expected by putting the CF.CloseCode on all the transactions windows. Since this will not display the selected choice like the normal CF's. I created another CF.ClosedAs. I'm trying to write a User Defined Scrip to pull the CF.CloseCode choice and put it into CF.ClosedAs. I dont really see any documentation on how to pull the info from CF.CloseCode TransactionObj. Any help on how I get that data out would be great. -- -Erik- From ruslan.zakirov at gmail.com Mon Sep 4 12:22:30 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 4 Sep 2006 20:22:30 +0400 Subject: [rt-users] rt-mailgate and DBIx::SearchBuilder on Debian testing: _Accessible deprecated, bug? In-Reply-To: <44FC374D.1070905@vibrantmedia.com> References: <44FC374D.1070905@vibrantmedia.com> Message-ID: <589c94400609040922w248a121dqfafe00c1e7a48c3e@mail.gmail.com> You have "/usr/share/request-tracker3.4/lib/RT/Interface/Email/Auth/MailFrom_Local.pm" file and in this file something strange happens in line 46. On 9/4/06, James Bromberger wrote: > Hello all, > > > > I am trying to get rt-mailgate working, but am finding that the versions > of RT and DBIx::SearchBuilder I have (debian package 3.4.4-3 and > libdbix-searchbuilder-perl 1.43-1) don't seem to be playing well: > > > > > Connecting to http://rt.example.com//REST/1.0/NoAuth/mail-gateway > at /usr/bin/rt-mailgate line 99, <> line 1. > Can't locate object method "_Accessible" via package > "james.bromberger at example.com" > (perhaps you forgot to load "james.bromberger at example.com"?) at > /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 424. > > Stack: > [/usr/share/perl5/DBIx/SearchBuilder/Record.pm:424] > > [/usr/share/request-tracker3.4/lib/RT/Interface/Email/Auth/MailFrom_Localpm:46] > [/usr/share/request-tracker3.4/lib/RT/Interface/Email.pm:593] > [/usr/share/request-tracker3.4/html/REST/1.0/NoAuth/mail-gateway:58] > RT server error. > > > > I have been looking through the changes on CPAN for DBIx::SearchBuilder > but can't see what would have caused this. Can anyone point me in the > right direction please? > > > > Thanks, > > James > > This email is intended for the exclusive use by the person(s) mentioned as recipient(s). This email and its attachments, if any, contain confidential information and/or may contain information protected by intellectual property rights or others rights. This email does not constitute any commitment from Vibrant Media or its subsidiaries except when expressly agreed in a written agreement between the intended recipient and Vibrant Media or its subsidiaries. If you receive this email by mistake, please notify the sender and delete this email immediately from your system and destroy all copies of it. You may not, directly or indirectly, use, disclose, distribute, print or copy this email or any part of it if you are not the intended recipient. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 james.bromberger at vibrantmedia.com Mon Sep 4 12:23:49 2006 From: james.bromberger at vibrantmedia.com (James Bromberger) Date: Mon, 04 Sep 2006 17:23:49 +0100 Subject: [rt-users] rt-mailgate and DBIx::SearchBuilder on Debian testing: _Accessible deprecated, bug? In-Reply-To: <589c94400609040922w248a121dqfafe00c1e7a48c3e@mail.gmail.com> References: <44FC374D.1070905@vibrantmedia.com> <589c94400609040922w248a121dqfafe00c1e7a48c3e@mail.gmail.com> Message-ID: <44FC5315.2080601@vibrantmedia.com> Ah. Yes. *Sheepishly* I recall trying to integrate with M$ Active Directory. Had backe out all except that one Local override. Thanks. Is working nicely now. JEB Ruslan Zakirov wrote: > > You have > "/usr/share/request-tracker3.4/lib/RT/Interface/Email/Auth/MailFrom_Local.pm" > file and in this file something strange happens in line 46. > > On 9/4/06, James Bromberger wrote: > > Hello all, > > > > > > > > I am trying to get rt-mailgate working, but am finding that the versions > > of RT and DBIx::SearchBuilder I have (debian package 3.4.4-3 and > > libdbix-searchbuilder-perl 1.43-1) don't seem to be playing well: > > > > > > > > > > Connecting to http://rt.example.com//REST/1.0/NoAuth/mail-gateway > > at /usr/bin/rt-mailgate line 99, <> line 1. > > Can't locate object method "_Accessible" via package > > "james.bromberger at example.com" > > (perhaps you forgot to load "james.bromberger at example.com"?) at > > /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 424. > > > > Stack: > > [/usr/share/perl5/DBIx/SearchBuilder/Record.pm:424] > > > > > [/usr/share/request-tracker3.4/lib/RT/Interface/Email/Auth/MailFrom_Localpm:46] > > [/usr/share/request-tracker3.4/lib/RT/Interface/Email.pm:593] > > > [/usr/share/request-tracker3.4/html/REST/1.0/NoAuth/mail-gateway:58] > > RT server error. > > > > > > > > I have been looking through the changes on CPAN for DBIx::SearchBuilder > > but can't see what would have caused this. Can anyone point me in the > > right direction please? > > > > > > > > Thanks, > > > > James > > > > This email is intended for the exclusive use by the person(s) > mentioned as recipient(s). This email and its attachments, if any, > contain confidential information and/or may contain information > protected by intellectual property rights or others rights. This email > does not constitute any commitment from Vibrant Media or its > subsidiaries except when expressly agreed in a written agreement > between the intended recipient and Vibrant Media or its subsidiaries. > If you receive this email by mistake, please notify the sender and > delete this email immediately from your system and destroy all copies > of it. You may not, directly or indirectly, use, disclose, distribute, > print or copy this email or any part of it if you are not the intended > recipient. > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: 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 christian.janssen at gmail.com Mon Sep 4 13:32:59 2006 From: christian.janssen at gmail.com (Christian Janssen) Date: Mon, 4 Sep 2006 19:32:59 +0200 Subject: [rt-users] Mandatory ticket fields In-Reply-To: <5613F89D78D2F545A40423EBA5535C3010C24057@LAXEVS01.lax.corp.int.untd.com> References: <5613F89D78D2F545A40423EBA5535C3010C24057@LAXEVS01.lax.corp.int.untd.com> Message-ID: On 21/07/06, Schultz, Eric wrote: ... > > For Subject and Requestor, it should be simple enough to have a > javascript in the page to force these. I have one for Subject already, > it was not difficult. > > Eric Schultz > United Online ... How did you do ? cheers Christian From su at inubit.com Mon Sep 4 14:06:42 2006 From: su at inubit.com (Stephan Uhlmann) Date: Mon, 4 Sep 2006 20:06:42 +0200 Subject: [rt-users] 3.6.1: double comments/correspondence added Message-ID: <200609042006.44637.su@inubit.com> Hi, does somebody else also experience the following since RT 3.6.1? When I comment to a ticket I now always see two entries added to the history. One "XY - Comments added" with empty body and one with my actual text. Same when I do a reply. The first entry is made as soon as I click the "Comment" link. /var/log/messages shows for this moment: RT: About to think about scrips for transaction #37006 RT: About to prepare scrips for transaction #37006 RT: Found 5 scrips I wonder why a transaction is created at all? Cheers, Stephan -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From jesse at bestpractical.com Mon Sep 4 14:07:41 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 4 Sep 2006 14:07:41 -0400 Subject: [rt-users] 3.6.1: double comments/correspondence added In-Reply-To: <200609042006.44637.su@inubit.com> References: <200609042006.44637.su@inubit.com> Message-ID: <20060904180741.GP9230@bestpractical.com> On Mon, Sep 04, 2006 at 08:06:42PM +0200, Stephan Uhlmann wrote: > Hi, > > does somebody else also experience the following since RT 3.6.1? > > When I comment to a ticket I now always see two entries added to the history. > One "XY - Comments added" with empty body and one with my actual text. Guess: you're using mysql and RT is using myisam tables. > Same when I do a reply. > > The first entry is made as soon as I click the "Comment" link. > > /var/log/messages shows for this moment: > > RT: About to think about scrips for transaction #37006 > RT: About to prepare scrips for transaction #37006 > RT: Found 5 scrips > > I wonder why a transaction is created at all? > > > Cheers, > Stephan > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Mon Sep 4 14:34:53 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 4 Sep 2006 14:34:53 -0400 Subject: [rt-users] RTFM Administration, Content, Topics and Classes In-Reply-To: <327e65eb0607040128p292309a2n6387b8927e78c0b6@mail.gmail.com> References: <327e65eb0607040128p292309a2n6387b8927e78c0b6@mail.gmail.com> Message-ID: <20060904183453.GV9230@bestpractical.com> > error: RT::FM::Article::_UpdateTimeTaken Unimplemented in RT::Record. > (/opt/rt3/lib/RT/Record.pm line 1462) This is fixed in 3.6 and svn and will be fixed in 3.4.6, which should be out in a few weeks. > context: ... > 492: else { > 493: my ( $package, $filename, $line ); > 494: ( $package, $filename, $line ) = caller; > 495: > 496: die "$AUTOLOAD Unimplemented in $package. ($filename line $line) \n"; > 497: } > 498: > 499: } > 500: > ... > > code stack: /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm:496 > /opt/rt3/lib/RT/Record.pm:1462 > /opt/rt3/lib/RT/Ticket_Overlay.pm:2641 > /opt/rt3/lib/RT/Ticket_Overlay.pm:2557 > /opt/rt3/lib/RT/Interface/Web.pm:1496 > /opt/rt3/lib/RT/Interface/Web.pm:1446 > /opt/rt3/share/html/Ticket/Display.html:145 > /opt/rt3/share/html/Ticket/Update.html:214 > /opt/rt3/share/html/autohandler:215 > > raw error > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > -- From jesse at bestpractical.com Mon Sep 4 14:44:51 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 4 Sep 2006 14:44:51 -0400 Subject: [rt-users] Mail Bounce Issue In-Reply-To: <44DB688C.70600@ucrwcu.rwc.uc.edu> References: <44DB674A.6040201@ozbergs.com> <44DB688C.70600@ucrwcu.rwc.uc.edu> Message-ID: <20060904184451.GW9230@bestpractical.com> On Thu, Aug 10, 2006 at 01:10:36PM -0400, Drew Barnes wrote: > To: "AdminCc of itsupport Ticket #2528":; > > You have an error in your template it looks like. It is trying to send > to a HIGHLY invalid address, as quoted above. [Yes, this is an incredibly delayed response ;] Actually, that's an RFC-compliant comment syntax that sendmail -oi -t chokes on. You can disable it by turning off "UseFriendlyToLines" in the config file. Jesse > > > Steve Berg wrote: > >RT Team, > > > >I've been getting this bounce from sendmail ever since I started using > >RT and want to try to work out why it's happening. The bounce is > >below and it's complaining about the syntax of the AdminCC address. > > > >In my ticket queue I have 5 named individuals that are AdminCCs and I > >checked their addresses and they are all correct and they are > >receiving emails from the ticketing system. > > > >Where else should i check? > > > >Thanks > > > >-Steve > > > >================================================================================= > > > >Date: Thu, 10 Aug 2006 09:59:13 -0700 > >From: Mail Delivery Subsystem > >To: apache at itsvr1.xxx.local > >Subject: Returned mail: see transcript for details > >Parts/Attachments: > > 1 Shown 8 lines Text > > 2 Shown 372 bytes Message, "Delivery Status" > > 3 Shown 21 lines Text > >---------------------------------------- > > > >The original message was received at Thu, 10 Aug 2006 09:59:13 -0700 > >from apache at localhost > > > > ----- The following addresses had permanent fatal errors ----- > >"AdminCc of itsupport Ticket #2528":; > > > > ----- Transcript of session follows ----- > >553 5.1.3 "AdminCc of itsupport Ticket #2528":;... List:; syntax > >illegal for recipient addresses > > > > [ Part 2: "Delivery Status" ] > > > >Reporting-MTA: dns; itsvr1.xxx.local > >Arrival-Date: Thu, 10 Aug 2006 09:59:13 -0700 > > > >Final-Recipient: RFC822; "553 List:; syntax illegal for recipient > >addresses"@itsvr1.xxx.local > >X-Actual-Recipient: rfc822; "553 List:; syntax illegal for recipient > >addresses"@itsvr1.xxx.local > >Action: failed > >Status: 5.1.3 > >Last-Attempt-Date: Thu, 10 Aug 2006 09:59:13 -0700 > > > >Return-Path: > >Received: (from apache at localhost) > > by itsvr1.xxx.local (8.13.1/8.13.1/Submit) id k7AGxD6t021818; > > Thu, 10 Aug 2006 09:59:13 -0700 > >Date: Thu, 10 Aug 2006 09:59:13 -0700 > >Subject: [itsupport #2528] Remaning issues from new disk set up > >From: "Chris Clark " > >Reply-To: itsupport at itsupport.xxx.local > >In-Reply-To: > >References: > >Message-ID: > >Precedence: bulk > >X-RT-Loop-Prevention: itsupport > >RT-Ticket: itsupport #2528 > >Managed-by: RT 3.4.5 (http://www.bestpractical.com/rt/) > >RT-Originator: cclark at xxx.com > >To: "AdminCc of itsupport Ticket #2528":; > >MIME-Version: 1.0 > >Content-Type: text/plain; charset="utf-8" > >Content-Transfer-Encoding: 8bit > >X-RT-Original-Encoding: utf-8 > > > > > > > > > > > >_______________________________________________ > >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > >Community help: http://wiki.bestpractical.com > >Commercial support: 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 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 kshah at ca.afilias.info Mon Sep 4 19:22:54 2006 From: kshah at ca.afilias.info (Kroopa Shah) Date: Mon, 04 Sep 2006 19:22:54 -0400 Subject: [rt-users] SpreadsheetDisplayedFields patch Message-ID: <44FCB54E.5000708@ca.afilias.info> Hello, I was looking at the Best Practical website for SpreadsheetDisplayedFields and when I clicked on one of the links on the page, the following was displayed: Welcome to our website for you World of Warcraft Gold,Wow Gold,Cheap World of Warcraft Gold,wow> gold,buy cheap wow gold,real wow gold,sell wow gold, ... Here wow gold of 1000 gold at $68.99-$80.99,World Of Warcraft Gold,buy wow gold,sell world of warcraft gold(wow gold),Cheap wow gold,cheapest wow gold store ... wow gold--buy cheap wow gold,sell wow gold.welcome to buy cheap wow gold--cheap, easy, wow gold purchasing.World of Warcraft,wow gold Super ... World> of Warcraft Gold- Gold for EU-Server: ... Gold EU: starting from 84,99?; 3000 WoW Gold EU: starting from 119,99?. World of Warcraft Gold- Leveling Services: ... We can have your World of Warcraft Gold,buy World of Warcraft Gold,World of Warcraft Gold game,world of warcraft gold,wow Gold Cheap wow, Cheap World of Warcraft Gold,world of warcraft gold deal,Cheap WOW Gold .../ This I am assuming is spam. I've looked at the mailing lists as well but have been unable to find the patch; one post mentions the link but it leads back to the spam page. Where can I get the patch/extension for this? Thanks Kroopa Shah / / -------------- next part -------------- An HTML attachment was scrubbed... URL: From britto_can at rediffmail.com Tue Sep 5 02:28:10 2006 From: britto_can at rediffmail.com (Britto I) Date: 5 Sep 2006 06:28:10 -0000 Subject: [rt-users] Features in RT Message-ID: <20060905062810.21918.qmail@webmail45.rediffmail.com> Hi, I have rt3.4.5 installed with mysql. I have a setup with nis and i want to import my nis users to mysql rt data base. I have userID and password (Encripted with MD5) and email ID in myfile. I want to import this to NIS. Another feature i need is user should have the permission to change their own passwords and personal informations Etc. Thanks & regards, Britto -------------- next part -------------- An HTML attachment was scrubbed... URL: From neil.baldwin at kingspan.com Tue Sep 5 04:30:47 2006 From: neil.baldwin at kingspan.com (Neil Baldwin) Date: Tue, 5 Sep 2006 09:30:47 +0100 Subject: [rt-users] Email question Message-ID: <4229F50857070249BD848EAC93C53E87013963F2@kpcexch.kpc.kingspan.net> I am running RT 3.4.5 straight from the box using Fedora Core 5, and I have sendmail creating tickets It appears to be running OK I can create and resolve tickets no problem. However there is something I can't figure out. If I email a new ticket from localhost then a ticket gets created and a reply sent back to confirm, and using the reply feature emails get sent to the requestor. If I email from another local machine the ticket gets created but no cofirmation gets sent, and using the reply facility does not sendmail. If I change the requestor on the ticket created above to another external email address and then reply email is sent to the requestor address. Both the addresses are on the same local mail server. I am not quite sure where to start I have granted full rights to everyone on the general queue to eliminate permission/rights issues. Could someone kindly point me in the right direction. Kind Regards Neil Baldwin From su at inubit.com Tue Sep 5 06:14:29 2006 From: su at inubit.com (Stephan Uhlmann) Date: Tue, 5 Sep 2006 12:14:29 +0200 Subject: [rt-users] 3.6.1: double comments/correspondence added In-Reply-To: <20060904180741.GP9230@bestpractical.com> References: <200609042006.44637.su@inubit.com> <20060904180741.GP9230@bestpractical.com> Message-ID: <200609051214.31478.su@inubit.com> On Monday, 4. September 2006 20:07, Jesse Vincent wrote: > On Mon, Sep 04, 2006 at 08:06:42PM +0200, Stephan Uhlmann wrote: > > Hi, > > > > does somebody else also experience the following since RT 3.6.1? > > > > When I comment to a ticket I now always see two entries added to the > > history. One "XY - Comments added" with empty body and one with my actual > > text. > > Guess: you're using mysql and RT is using myisam tables. Yes. Thanks for the hint. ;) I found the entry in http://wiki.bestpractical.com/index.cgi?FAQ now. So I'll convert to InnoDB. Just wondering because the problem didn't occur before 3.6.1. Thanks, Stephan -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From k.orisanaiye at mobile-objects.net Tue Sep 5 08:46:28 2006 From: k.orisanaiye at mobile-objects.net (Kehinde Orisanaiye) Date: Tue, 5 Sep 2006 13:46:28 +0100 Subject: [rt-users] Help on RT In-Reply-To: References: Message-ID: <1737c4e70609050546j7b57ad94ofaafcb97d1f9fe8b@mail.gmail.com> > > Hello > > > My name is Kenny. I am entirely new to RT but I will like to make some > modifications and improvement on an existing RT system. > > The following are what I want to accomplish. > > 1. Presently staffs have to manually open tickets when customers > send emails to then. I want a situation whereby when mails are sent to a > particular email address, RT automatically creates the ticket and inform a > staff to act. > > 2. I also want to know where the content of ticket history is being > stores by the RT system. > > I will appreciate your immediate reply > > Thanks > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jlee at pbu.edu Tue Sep 5 08:54:06 2006 From: jlee at pbu.edu (Jay Lee) Date: Tue, 05 Sep 2006 08:54:06 -0400 Subject: [rt-users] Help on RT In-Reply-To: <1737c4e70609050546j7b57ad94ofaafcb97d1f9fe8b@mail.gmail.com> References: <1737c4e70609050546j7b57ad94ofaafcb97d1f9fe8b@mail.gmail.com> Message-ID: <44FD736E.4090101@pbu.edu> Kehinde Orisanaiye wrote: > > My name is Kenny. I am entirely new to RT but I will like to make > some modifications and improvement on an existing RT system. > I would recommend you head over to Amazon.com or use the link at the bottom of these mailing list emails and pick up a copy of Oreilly's "RT Essentials". It's written by Jesse Vincent, the primary developer of RT. It's been an excellent resource when working with RT: http://www.amazon.com/RT-Essentials-Jesse-Vincent/dp/0596006683/sr=8-1/qid=1157460562/ref=pd_bbs_1/102-4416481-7881712?ie=UTF8&s=books > The following are what I want to accomplish. > > 1. Presently staffs have to manually open tickets when > customers send emails to then. I want a situation whereby when > mails are sent to a particular email address, RT automatically > creates the ticket and inform a staff to act. > So you currently have no way of injecting emails into RT? How you set this up is dependent upon the mail server software you are using. What are you using for your SMTP Server? > > 2. I also want to know where the content of ticket history > is being stores by the RT system. > Recommend you install a copy of phpmyadmin (http://www.phpmyadmin.net) and poke around the RT mysql database. That's of course assuming your installation of RT is using mysql, it may have Oracle or Postgresql as the backend but most new installs use mysql since it's the most common. > > I will appreciate your immediate reply > -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: jlee.vcf Type: text/x-vcard Size: 207 bytes Desc: not available URL: From torsten.brumm at kuehne-nagel.com Tue Sep 5 10:27:01 2006 From: torsten.brumm at kuehne-nagel.com (Torsten Brumm) Date: Tue, 5 Sep 2006 16:27:01 +0200 Subject: [rt-users] Strange Error Message-ID: <00d601c6d0f7$5a6bedc0$61fd3f0a@dew04141> Has anybody seen this error, got this since 30 minutes.... [Tue Sep 05 14:26:26 2006] [error] [client 10.60.33.41] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Interp::exec('undef', 'undef', 'Rows', 50, 'Page', 1, 'HideResults', 0, 'Format', ...) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 127 Thanks for your Help Mit freundlichen Gruessen / With kindest regards Torsten Brumm Kuehne + Nagel Ferdinand Strasse 29-33 20095 Hamburg Germany Tel: +49 40 329 15 199 Fax: +49 40 329 15 500 Www: www.kuehne-nagel.com From torsten.brumm at kuehne-nagel.com Tue Sep 5 10:29:33 2006 From: torsten.brumm at kuehne-nagel.com (Torsten Brumm) Date: Tue, 5 Sep 2006 16:29:33 +0200 Subject: [rt-users] Another Error since 30 minutes Message-ID: <00d701c6d0f7$b53903f0$61fd3f0a@dew04141> Sep 5 14:29:16 bruchtal-www1 RT: RT::Queue=HASH(0xbe69010) was created without a CurrentUser 1 (/opt/rt3/lib/RT/Base.pm:92) Any Ideas... Mit freundlichen Gruessen / With kindest regards Torsten Brumm Kuehne + Nagel Ferdinand Strasse 29-33 20095 Hamburg Germany Tel: +49 40 329 15 199 Fax: +49 40 329 15 500 Www: www.kuehne-nagel.com From something at gmail.com Tue Sep 5 10:51:51 2006 From: something at gmail.com (Sean) Date: Tue, 5 Sep 2006 22:51:51 +0800 Subject: [rt-users] RTFM experiences? Message-ID: <327e65eb0609050751p72f3f55eqbd5434d1df278796@mail.gmail.com> I've had rough time trying RT with RTFM (I have to say that I had no problems with RT standalone, though). Can those of you who've made it work share you experience, e.g.: 1) Version of each package that work well together 2) What documentation, if any, did you use for RTFM 3) OS Thanks S From jlee at pbu.edu Tue Sep 5 11:41:21 2006 From: jlee at pbu.edu (Jay Lee) Date: Tue, 05 Sep 2006 11:41:21 -0400 Subject: [rt-users] RTFM experiences? In-Reply-To: <327e65eb0609050751p72f3f55eqbd5434d1df278796@mail.gmail.com> References: <327e65eb0609050751p72f3f55eqbd5434d1df278796@mail.gmail.com> Message-ID: <44FD9AA1.2030404@pbu.edu> Sean wrote: > I've had rough time trying RT with RTFM (I have to say that I had no > problems with RT standalone, though). > It might help if you further detail exactly what isn't working. > Can those of you who've made it work share you experience, e.g.: > 1) Version of each package that work well together RT 3.6.1, RTFM 2.2.0RC2 > 2) What documentation, if any, did you use for RTFM The README from the tarball. > 3) OS RHEL4 Update 4 on x86_64 platform Jay -------------- next part -------------- A non-text attachment was scrubbed... Name: jlee.vcf Type: text/x-vcard Size: 207 bytes Desc: not available URL: From ESchultz at corp.untd.com Tue Sep 5 11:42:28 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Tue, 5 Sep 2006 08:42:28 -0700 Subject: [rt-users] Mandatory ticket fields Message-ID: <5613F89D78D2F545A40423EBA5535C3011C13901@LAXEVS01.lax.corp.int.untd.com> With this javascript in the HTML head: And changed the submit button HTML to this: To check other fields, just add more "if" statements for those other form values. Eric Schultz United Online > -----Original Message----- > From: Christian Janssen [mailto:christian.janssen at gmail.com] > Sent: Monday, September 04, 2006 10:33 AM > To: Schultz, Eric > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Mandatory ticket fields > > On 21/07/06, Schultz, Eric wrote: > ... > > > > For Subject and Requestor, it should be simple enough to have a > > javascript in the page to force these. I have one for > Subject already, > > it was not difficult. > > > > Eric Schultz > > United Online > ... > > How did you do ? > > cheers > Christian > From jlee at pbu.edu Tue Sep 5 11:58:44 2006 From: jlee at pbu.edu (Jay Lee) Date: Tue, 05 Sep 2006 11:58:44 -0400 Subject: [rt-users] Help on RT In-Reply-To: <1737c4e70609050845h451218c3sb19427de1caf4b63@mail.gmail.com> References: <1737c4e70609050546j7b57ad94ofaafcb97d1f9fe8b@mail.gmail.com> <44FD736E.4090101@pbu.edu> <1737c4e70609050845h451218c3sb19427de1caf4b63@mail.gmail.com> Message-ID: <44FD9EB4.1030006@pbu.edu> Kehinde Orisanaiye wrote: > Thanks for the immediate reply. > > I will get the book you recommended later today. > Let's keep replies on the mailing list so that others can benefit from the archives. > Currently there is no way of injecting Mail into RT. When customers > send 'trouble' mails to a support address say help at mycompany.com > , staffs have to manually create a ticket > for the complains and then appropriate technical staffs will then act > on it. > Yes, that would be a pain and it would take away one of RT's main benefits, recommend you setup RT to use the help at mycompany.com email address. > Now i want an automation of all this. so that RT automatically create > this ticket seamlessly and assign it to the appropriate dept. Our mail > Server is Exim 3.5 running on Debian. I will really appreciate your > help in this aspect > OK, take a look at some details of how to setup Exim to interface with RT: http://wiki.bestpractical.com/index.cgi?EximConfig is RT and Exim on the same box? If not you may need to make help at mycompany.com an alias so that it goes to the RT box instead and then configure an MTA on the RT box. I use Courer-MTA not Exim so I can't give you specific details but I'm sure others on the list are using Exim. > I have access to the database but its like the content of tickets is > not stored there, I only see Trouble Ticket subjects. Look in the attachments table, all message contents (the initial ticket as well as replies/comments) are stored there I believe. What exactly are you looking for? (if you're just trying to understand how RT works and where the data really is, I can understand that). Jay -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: jlee.vcf Type: text/x-vcard Size: 207 bytes Desc: not available URL: From liuzmus at yahoo.com Tue Sep 5 12:22:18 2006 From: liuzmus at yahoo.com (Zhiming Liu) Date: Tue, 5 Sep 2006 09:22:18 -0700 (PDT) Subject: [rt-users] At a glance default setup Message-ID: <20060905162218.12960.qmail@web32811.mail.mud.yahoo.com> Hi All, Does somebody know which file contains user's default setup information (for all of users) on At a Glance homepage? Such as owned tickets, quick create, etc. __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From liuzmus at yahoo.com Tue Sep 5 12:24:50 2006 From: liuzmus at yahoo.com (Zhiming Liu) Date: Tue, 5 Sep 2006 09:24:50 -0700 (PDT) Subject: [rt-users] address book? Message-ID: <20060905162450.97117.qmail@web32810.mail.mud.yahoo.com> Hi All, Has somebody done to create a address book for Cc and Admin Cc before? Thanks, Zhiming. __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From torsten.brumm at googlemail.com Tue Sep 5 12:44:03 2006 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Tue, 5 Sep 2006 18:44:03 +0200 Subject: [rt-users] address book? In-Reply-To: <20060905162450.97117.qmail@web32810.mail.mud.yahoo.com> References: <20060905162450.97117.qmail@web32810.mail.mud.yahoo.com> Message-ID: This is what i'm looking for since Release 2.0.15....sofar...noneavailable... 2006/9/5, Zhiming Liu : > > Hi All, Has somebody done to create a address book for > Cc and Admin Cc before? Thanks, Zhiming. > > __________________________________________________ > Do You Yahoo!? > Tired of spam? Yahoo! Mail has the best spam protection around > http://mail.yahoo.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From liuzmus at yahoo.com Tue Sep 5 13:08:33 2006 From: liuzmus at yahoo.com (Zhiming Liu) Date: Tue, 5 Sep 2006 10:08:33 -0700 (PDT) Subject: [rt-users] address book? In-Reply-To: Message-ID: <20060905170833.95673.qmail@web32813.mail.mud.yahoo.com> Hi Torsten, Did you create your owner codes to do that? Thanks, Zhiming. --- Torsten Brumm wrote: > This is what i'm looking for since Release > 2.0.15....sofar...noneavailable... > > 2006/9/5, Zhiming Liu : > > > > Hi All, Has somebody done to create a address book > for > > Cc and Admin Cc before? Thanks, Zhiming. > > > > __________________________________________________ > > Do You Yahoo!? > > Tired of spam? Yahoo! Mail has the best spam > protection around > > http://mail.yahoo.com > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials > from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > -- > MFG > > Torsten Brumm > > http://www.torsten-brumm.de > __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From liuzmus at yahoo.com Tue Sep 5 13:28:48 2006 From: liuzmus at yahoo.com (Zhiming Liu) Date: Tue, 5 Sep 2006 10:28:48 -0700 (PDT) Subject: [rt-users] address book? In-Reply-To: Message-ID: <20060905172848.91307.qmail@web32807.mail.mud.yahoo.com> Hi Torsten, Did you create your owner codes to do that? Thanks, Zhiming. --- Torsten Brumm wrote: > This is what i'm looking for since Release > 2.0.15....sofar...noneavailable... > > 2006/9/5, Zhiming Liu : > > > > Hi All, Has somebody done to create a address book > for > > Cc and Admin Cc before? Thanks, Zhiming. > > > > __________________________________________________ > > Do You Yahoo!? > > Tired of spam? Yahoo! Mail has the best spam > protection around > > http://mail.yahoo.com > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials > from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > -- > MFG > > Torsten Brumm > > http://www.torsten-brumm.de > __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From torsten.brumm at googlemail.com Tue Sep 5 13:32:54 2006 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Tue, 5 Sep 2006 19:32:54 +0200 Subject: [rt-users] address book? In-Reply-To: <20060905172848.91307.qmail@web32807.mail.mud.yahoo.com> References: <20060905172848.91307.qmail@web32807.mail.mud.yahoo.com> Message-ID: No, i'm not able to code :-( 2006/9/5, Zhiming Liu : > > Hi Torsten, Did you create your owner codes to do > that? Thanks, Zhiming. > > --- Torsten Brumm > wrote: > > > This is what i'm looking for since Release > > 2.0.15....sofar...noneavailable... > > > > 2006/9/5, Zhiming Liu : > > > > > > Hi All, Has somebody done to create a address book > > for > > > Cc and Admin Cc before? Thanks, Zhiming. > > > > > > __________________________________________________ > > > Do You Yahoo!? > > > Tired of spam? Yahoo! Mail has the best spam > > protection around > > > http://mail.yahoo.com > > > _______________________________________________ > > > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Community help: http://wiki.bestpractical.com > > > Commercial support: sales at bestpractical.com > > > > > > > > > Discover RT's hidden secrets with RT Essentials > > from O'Reilly Media. > > > Buy a copy at http://rtbook.bestpractical.com > > > > > > > > > > > -- > > MFG > > > > Torsten Brumm > > > > http://www.torsten-brumm.de > > > > > __________________________________________________ > Do You Yahoo!? > Tired of spam? Yahoo! Mail has the best spam protection around > http://mail.yahoo.com > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From taylor.andrew.j at gmail.com Tue Sep 5 17:24:16 2006 From: taylor.andrew.j at gmail.com (Drew Taylor) Date: Tue, 5 Sep 2006 17:24:16 -0400 Subject: [rt-users] Splitting queries across mysql servers Message-ID: Hi, (Now subscribed from my personal address) We're looking to scale our RT instance at $work, and make it more fault tolerant at the same time. The obvious first step is to split the DB out from the Mason servers (currently all on one box). At the same time, we want to use mysql replication to get the data onto a second DB server. In a perfect world we would have RT transparently be able to do SELECTs on both DB boxes while sending UPDATE/INSERT statements to the master DB. I know I'm not the first person to attempt this. :-) Any pointers to DBI multiplexers, tips, etc would be most appreciated. Thanks, Drew -- ---------------------------------------------------------------- Drew Taylor * Web development & consulting Email: drew at drewtaylor.com * Site implementation & hosting Web : www.drewtaylor.com * perl/mod_perl/DBI/mysql/postgres ---------------------------------------------------------------- From nathan.dyson at cusinc.com Tue Sep 5 20:04:00 2006 From: nathan.dyson at cusinc.com (Nathan Dyson) Date: Tue, 05 Sep 2006 19:04:00 -0500 Subject: [rt-users] RT Queue routing issues Message-ID: <20060906001001.000B44D80AB@diesel.bestpractical.com> Hello, I'm new to RT, I have RT 3.4.5 running on a Windows Server 2k3 system. Everything works perfectly except for the routing of my Queues when an E-mail is received. Currently all e-mail requests, regardless of the e-mail address that is sent to @domainname.com go into the 'General' queue. I can not seem to properly configure my rt-mailgate.in file to make this work properly. The following is a cut from that file. I am interested in getting the 'support' queue routed correctly. I currently have a queue named 'support' and e-mail sent to support at mydomain.com does route to my RT system, just not routing into the correct queue. Thank you for any help you can offer. (Copied directly out of my rt-mailgate.in file) =head1 SYNOPSIS rt-mailgate --help : this text Usual invocation (from MTA): rt-mailgate --action (correspond|comment|...) --queue queuename --url http://your.rt.server/ [ --debug ] [ --extension (queue|action|ticket) ] [ --timeout seconds ] support --action correspond --queue support --url http://your.rt.server/ See C for more. =head1 OPTIONS =over 3 =item C<--action> Specifies what happens to email sent to this alias. The avaliable basic actions are: C, C. If you've set the RT configuration variable B<$RT::UnsafeEmailCommands>, C and C are also available. You can execute two or more actions on a single message using a C<-> separated list. RT will execute the actions in the listed order. For example you can use C, C or C as actions. Note that C and C actions ignore message text if used alone. Include a C or C action if you want RT to record the incoming message. The default action is C. =item C<--queue> This flag determines which queue this alias should create a ticket in if no ticket identifier is found. =item C<--url> This flag tells the mail gateway where it can find your RT server. You should probably use the same URL that users use to log into RT. =item C<--extension> OPTIONAL Some MTAs will route mail sent to user-foo at host or user+foo at host to user at host and present "foo" in the environment variable $EXTENSION. By specifying the value "queue" for this parameter, the queue this message should be submitted to will be set to the value of $EXTENSION. By specifying "ticket", $EXTENSION will be interpreted as the id of the ticket this message is related to. "action" will allow the user to specify either "comment" or "correspond" in the address extension. =item C<--debug> OPTIONAL Print debugging output to standard error =item C<--timeout> OPTIONAL Configure the timeout for posting the message to the web server. The default timeout is 3 minutes (180 seconds). =head1 DESCRIPTION The RT mail gateway is the primary mechanism for communicating with RT via email. This program simply directs the email to the RT web server, which handles filing correspondence and sending out any required mail. It is designed to be run as part of the mail delivery process, either called directly by the MTA or C, or in a F<.forward> or equivalent. =head1 SETUP Much of the set up of the mail gateway depends on your MTA and mail routing configuration. However, you will need first of all to create an RT user for the mail gateway and assign it a password; this helps to ensure that mail coming into the web server did originate from the gateway. Next, you need to route mail to C for the queues you're monitoring. For instance, if you're using F and you have a "bugs" queue, you will want something like this: bugs: "|/opt/rt3/bin/rt-mailgate --queue bugs --action correspond --url http://rt.mycorp.com/" bugs-comment: "|/opt/rt3/bin/rt-mailgate --queue bugs --action comment --url http://rt.mycorp.com/" support: "c:\progra~1\secure~1\reques~1\rt\bin\rt-mailgate.in --queue support --action correspond --url http://rt.mycorp.com/" support-comment: "c:\progra~1\secure~1\reques~1\rt\bin\rt-mailgate.in --queue support --action comment --url http://rt.mycorp.com/" From sudhir at stratogent.com Tue Sep 5 20:31:55 2006 From: sudhir at stratogent.com (Sudhir Damle) Date: Tue, 5 Sep 2006 17:31:55 -0700 Subject: [rt-users] URL problem with owned ticket subject link. Message-ID: <20060906003158.6D9CB4D810C@diesel.bestpractical.com> Hello, When owner logs in he sees the 10 highest priority tickets owned. The link for ticket number is correct and when clicked on it ticket gets displayed. But the link for the subject line is wrong. For example for ticket number 36, link for ticket number is http://172.28.88.15/rt/Ticket/Display.html?id=36 which is correct, but the subject link is http://172.28.88.15/Ticket/Display.html?id=36 where /rt is missing. I am using RT version 3.6.1, Has anybody faced similar issue? Any suggestions? comments? This behavior is only for the owner ( while displaying the owned ticket) for everyone else ticket display is working good. Thanks, Sudhir Damle -------------- next part -------------- An HTML attachment was scrubbed... URL: From Byron.Jones at zoomit.com.au Wed Sep 6 03:23:16 2006 From: Byron.Jones at zoomit.com.au (Byron Jones) Date: Wed, 6 Sep 2006 15:23:16 +0800 Subject: [rt-users] RT using 100% cpu when opening some tickets Message-ID: <8E581309FC28E949A806BBF685267400230DC9@pony.zoomit.com.au> when we open some tickets on RT 3.6.0 (plan to upgrade to 3.6.1 when i can) the httpd process uses 100% CPU and never stops. here's what top looks like with two requests to open the same ticket: PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND 17556 httpdnin 25 0 423m 406m 2760 R 99.9 26.8 8:20.84 httpd 20343 httpdnin 25 0 391m 372m 2624 R 99.6 24.6 2:51.43 httpd 20429 root 16 0 1968 1108 828 R 0.3 0.1 0:00.04 top ... here's the mysql process list: | 3 | rt_nintek | localhost | rt_nintek | Query | 290 | User lock | SELECT GET_LOCK('Apache-Session-8dc6987e94c140bf84fb5fe379594613', 3600) | | 5 | rt_nintek | localhost | rt_nintek | Query | 280 | User lock | SELECT GET_LOCK('Apache-Session-8dc6987e94c140bf84fb5fe379594613', 3600) | | 6 | rt_nintek | localhost | rt_nintek | Query | 290 | User lock | SELECT GET_LOCK('Apache-Session-8dc6987e94c140bf84fb5fe379594613', 3600) | | 7 | rt_nintek | localhost | rt_nintek | Query | 203 | User lock | SELECT GET_LOCK('Apache-Session-db0718c787b8a257d22087a9a99fb51a', 3600) | | 8 | rt_nintek | localhost | rt_nintek | Sleep | 193 | | NULL | | 9 | rt_nintek | localhost | rt_nintek | Query | 379 | User lock | SELECT GET_LOCK('Apache-Session-8dc6987e94c140bf84fb5fe379594613', 3600) | | 10 | rt_nintek | localhost | rt_nintek | Query | 413 | User lock | SELECT GET_LOCK('Apache-Session-8dc6987e94c140bf84fb5fe379594613', 3600) | | 11 | rt_nintek | localhost | rt_nintek | Sleep | 193 | | NULL | | 13 | rt_nintek | localhost | rt_nintek | Query | 203 | User lock | SELECT GET_LOCK('Apache-Session-db0718c787b8a257d22087a9a99fb51a', 3600) | | 399 | rt_nintek | localhost | rt_nintek | Query | 236 | User lock | SELECT GET_LOCK('Apache-Session-8dc6987e94c140bf84fb5fe379594613', 3600) | | 400 | rt_nintek | localhost | rt_nintek | Query | 234 | User lock | SELECT GET_LOCK('Apache-Session-8dc6987e94c140bf84fb5fe379594613', 3600) | | 401 | rt_nintek | localhost | rt_nintek | Query | 230 | User lock | SELECT GET_LOCK('Apache-Session-8dc6987e94c140bf84fb5fe379594613', 3600) | | 402 | rt_nintek | localhost | rt_nintek | Query | 203 | User lock | SELECT GET_LOCK('Apache-Session-db0718c787b8a257d22087a9a99fb51a', 3600) | | 403 | rt_nintek | localhost | rt_nintek | Sleep | 2 | | NULL | | 411 | rt_nintek | localhost | rt_nintek | Sleep | 127 | | NULL | | 413 | rt_nintek | localhost | rt_nintek | Sleep | 127 | | NULL | | 415 | rt_nintek | localhost | rt_nintek | Sleep | 47 | | NULL | | 416 | rt_nintek | localhost | rt_nintek | Sleep | 0 | | NULL | | 417 | rt_nintek | localhost | rt_nintek | Sleep | 1 | | NULL | | 418 | rt_nintek | localhost | rt_nintek | Sleep | 1 | | NULL | help! it's at the point now where i have a script that runs every minute killing httpd processes that have been running for a long time with high cpu usage. [ byron jones [ zoom itg "In 3010, the potatoes triumphed" [ phone +61 8 9389 5235 - N. Gertler -------------- next part -------------- An HTML attachment was scrubbed... URL: From Byron.Jones at zoomit.com.au Wed Sep 6 03:26:12 2006 From: Byron.Jones at zoomit.com.au (Byron Jones) Date: Wed, 6 Sep 2006 15:26:12 +0800 Subject: [rt-users] RT using 100% cpu when opening some tickets Message-ID: <8E581309FC28E949A806BBF685267400230DCB@pony.zoomit.com.au> i'd also like to draw your attention to the massive amount of memory the processes are using. ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Byron Jones Sent: Wednesday, 6 September 2006 3:23 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] RT using 100% cpu when opening some tickets when we open some tickets on RT 3.6.0 (plan to upgrade to 3.6.1 when i can) the httpd process uses 100% CPU and never stops. here's what top looks like with two requests to open the same ticket: PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND 17556 httpdnin 25 0 423m 406m 2760 R 99.9 26.8 8:20.84 httpd 20343 httpdnin 25 0 391m 372m 2624 R 99.6 24.6 2:51.43 httpd 20429 root 16 0 1968 1108 828 R 0.3 0.1 0:00.04 top ... here's the mysql process list: | 3 | rt_nintek | localhost | rt_nintek | Query | 290 | User lock | SELECT GET_LOCK('Apache-Session-8dc6987e94c140bf84fb5fe379594613', 3600) | | 5 | rt_nintek | localhost | rt_nintek | Query | 280 | User lock | SELECT GET_LOCK('Apache-Session-8dc6987e94c140bf84fb5fe379594613', 3600) | | 6 | rt_nintek | localhost | rt_nintek | Query | 290 | User lock | SELECT GET_LOCK('Apache-Session-8dc6987e94c140bf84fb5fe379594613', 3600) | | 7 | rt_nintek | localhost | rt_nintek | Query | 203 | User lock | SELECT GET_LOCK('Apache-Session-db0718c787b8a257d22087a9a99fb51a', 3600) | | 8 | rt_nintek | localhost | rt_nintek | Sleep | 193 | | NULL | | 9 | rt_nintek | localhost | rt_nintek | Query | 379 | User lock | SELECT GET_LOCK('Apache-Session-8dc6987e94c140bf84fb5fe379594613', 3600) | | 10 | rt_nintek | localhost | rt_nintek | Query | 413 | User lock | SELECT GET_LOCK('Apache-Session-8dc6987e94c140bf84fb5fe379594613', 3600) | | 11 | rt_nintek | localhost | rt_nintek | Sleep | 193 | | NULL | | 13 | rt_nintek | localhost | rt_nintek | Query | 203 | User lock | SELECT GET_LOCK('Apache-Session-db0718c787b8a257d22087a9a99fb51a', 3600) | | 399 | rt_nintek | localhost | rt_nintek | Query | 236 | User lock | SELECT GET_LOCK('Apache-Session-8dc6987e94c140bf84fb5fe379594613', 3600) | | 400 | rt_nintek | localhost | rt_nintek | Query | 234 | User lock | SELECT GET_LOCK('Apache-Session-8dc6987e94c140bf84fb5fe379594613', 3600) | | 401 | rt_nintek | localhost | rt_nintek | Query | 230 | User lock | SELECT GET_LOCK('Apache-Session-8dc6987e94c140bf84fb5fe379594613', 3600) | | 402 | rt_nintek | localhost | rt_nintek | Query | 203 | User lock | SELECT GET_LOCK('Apache-Session-db0718c787b8a257d22087a9a99fb51a', 3600) | | 403 | rt_nintek | localhost | rt_nintek | Sleep | 2 | | NULL | | 411 | rt_nintek | localhost | rt_nintek | Sleep | 127 | | NULL | | 413 | rt_nintek | localhost | rt_nintek | Sleep | 127 | | NULL | | 415 | rt_nintek | localhost | rt_nintek | Sleep | 47 | | NULL | | 416 | rt_nintek | localhost | rt_nintek | Sleep | 0 | | NULL | | 417 | rt_nintek | localhost | rt_nintek | Sleep | 1 | | NULL | | 418 | rt_nintek | localhost | rt_nintek | Sleep | 1 | | NULL | help! it's at the point now where i have a script that runs every minute killing httpd processes that have been running for a long time with high cpu usage. [ byron jones [ zoom itg "In 3010, the potatoes triumphed" [ phone +61 8 9389 5235 - N. Gertler -------------- next part -------------- An HTML attachment was scrubbed... URL: From garrison at zeta.org.au Wed Sep 6 04:04:57 2006 From: garrison at zeta.org.au (Charlie Garrison) Date: Wed, 6 Sep 2006 18:04:57 +1000 Subject: [rt-users] Problem with RT-Extension-CommandByMail In-Reply-To: <589c94400609031714h7b527155k25b55c1aff48ae3e@mail.gmail.com> Message-ID: Good afternoon, On 4/9/06 at 4:14 AM +0400, Ruslan Zakirov wrote: >> Is there something I can do to get more logging detail? Then maybe I can get >> some clues as to where the problem might be. >First of all, in the repository we have version 0.05 which is newer >than on the CPAN. You can check out from the SVN or wait for new >release. Is this the repository you are referring to? OK, I think I just found the newer version you are referring to. >To debug you can use next command: `rt-mailgate --url 'http://...' >--queue general --action 'correspond' --debug`. As input type >something like: >From: address at example.com >Subject: test > >test > >hit ctrl+d at the end. I had forgotten about that technique for testing, thanks for the reminder. And it did direct me towards the problem. One of the modules was complaining about a missing sub. I basically had a corrupt install; I cleared out all the CommandByEmail files and restored the Interface/Email.pm file. I re-installed CommandByEmail and did NOT apply any patches. And I had to change one of the modules to import the missing sub. Messages are now getting processed and entered into RT. I'm still not getting any changes to tickets based on commands in email messages. Maybe that will be fixed with v0.05. >Also there is problem with default value of the --action argument in >3.6.0 and may be 3.6.1, try to add "--action correspond" to all your >mail aliases. I fixed it in the RT repository, but don't remember if >it was included into 3.6.1 or not. My rt-mailgate commands already had an explicit --action, so that shouldn't be an issue. Thanks for your help. Charlie -- Charlie Garrison PO Box 141, Windsor, NSW 2756, Australia From garrison at zeta.org.au Wed Sep 6 05:19:08 2006 From: garrison at zeta.org.au (Charlie Garrison) Date: Wed, 6 Sep 2006 19:19:08 +1000 Subject: [rt-users] Re: [Rt-devel] [PATCH] ProxyPass and 3.6.1 redirect function Message-ID: Good afternoon, On 18/8/06 at 3:03 PM +0930, Michael Brader wrote: >We have RT set up behind a proxy ie. > > > ServerName rt.youramigo.com > ... > ProxyPass / http://rtdb.bc.youramigo.com:8078/ > We have a similar setup (except we're using mod_rewrite to setup the frontend proxy) and I'm encountering the same problem. >I'm sending the patch in case it's useful for anyone else running RT >in this manner. Just set $UseCanonicalRedirect to 1 in >etc/RT_SiteConfig.pm Should I apply this patch to solve the problem, or is there some other 'official' method to solve it? And Michael, thanks for making the patch available. Thanks, Charlie -- Charlie Garrison PO Box 141, Windsor, NSW 2756, Australia From michael at youramigo.com Wed Sep 6 05:42:08 2006 From: michael at youramigo.com (Michael Brader) Date: Wed, 6 Sep 2006 19:12:08 +0930 Subject: [rt-users] Re: [Rt-devel] [PATCH] ProxyPass and 3.6.1 redirect function In-Reply-To: References: Message-ID: <17662.38896.395577.689162@youramigo.com> Charlie Garrison writes: > Good afternoon, G'day. > On 18/8/06 at 3:03 PM +0930, Michael Brader wrote: > > >We have RT set up behind a proxy ie. > > > > > > ServerName rt.youramigo.com > > ... > > ProxyPass / http://rtdb.bc.youramigo.com:8078/ > > > > We have a similar setup (except we're using mod_rewrite to setup > the frontend proxy) and I'm encountering the same problem. > > >I'm sending the patch in case it's useful for anyone else running RT > >in this manner. Just set $UseCanonicalRedirect to 1 in > >etc/RT_SiteConfig.pm > > Should I apply this patch to solve the problem, or is there some > other 'official' method to solve it? The official method which was pointed out after I sent in my patch is to use ProxyPassReverse as follows: ProxyPass / http://rtdb.bc.youramigo.com:8078/ ProxyPassReverse / http://rtdb.bc.youramigo.com:8078/ See one of: http://httpd.apache.org/docs/1.3/mod/mod_proxy.html#proxypassreverse http://httpd.apache.org/docs/2.0/mod/mod_proxy.html#proxypassreverse http://httpd.apache.org/docs/2.2/mod/mod_proxy.html#proxypassreverse depending on your version of Apache. I don't know how to do ProxyPassReverse with mod_rewrite, so you might want to use my patch. > And Michael, thanks for making the patch available. No worries. -- Michael Brader michael.brader at youramigo.com From gobnat at optusnet.com.au Wed Sep 6 06:46:51 2006 From: gobnat at optusnet.com.au (Brendan S (Scratch User)) Date: Wed, 06 Sep 2006 20:46:51 +1000 Subject: [rt-users] Reports: Newbie looking for some help. In-Reply-To: <60f3c11a0609040251w645a6219q5017ef0af322d324@mail.gmail.com> References: <44F3C458.3010604@optusnet.com.au> <44FB5C84.7030106@optusnet.com.au> <60f3c11a0609040251w645a6219q5017ef0af322d324@mail.gmail.com> Message-ID: <44FEA71B.7090709@optusnet.com.au> Thanks for responding Andrew. Andrew Nicols wrote: > On 9/3/06, Brendan S (Scratch User) wrote: >> >> Brendan S (Scratch User) wrote: > I would like to produce reports which show (among other things) the > detail of the issue which initiated ticket, and the most recent > comment added to the ticket. Can someone point to somewhere which > explains how to do this? Happy, subject to the next question, to do > this through the CLI or through query builder. Is this not documented anywhere? >>> I have found the rt shell, but when I try to (eg) list/show >>> tickets it >> asks for a password and fails. I have tried the password from >> RTSiteConfig.pm without success. Which password is it looking for? >> > > It's looking for your the username/password you use to log into RT > rather than the RT Database Password. Hmmmm still no dice. I guess I need to work out how to set the user correctly. >> I have tried downloading a tsv of the search results, but what I >> get is ?perl? code. I assume this means I need to add something to >> the Apache config file somewhere (? presumably adding a perl >> handler directive for some directory? - ?rt/Search/?) > > It sounds like something isn't quite right in your apache config > then. Can you use the Search Builder for example at present? If > you're getting perl code, it seems like mason isn't handling the file > properly. It might be a good idea to check your Apache access and > error logs to see if there's anything out of the ordinary being > mentioned about the Results.tsv file I added a filesmatch -> *.tsv? -> PerlHandler RT::Mason directive to the apache2 rtconfig file, restarted and it is now working (based on one test) >> I have managed to search a custom field using the advanced query >> builder, but can't seem to get it to display the field in the >> report (the field name is displayed, but the result entry is blank >> - I have added it from the drop downs at the bottom of the page - >> the CF naming syntax appears to change). Generic question I know, >> but anywhere will tell me what is likely to be going wrong? > > > I'm not entirely sure what you mean here. Can you give a more > detailed example, or perhaps paste the text from the bottom box of > the Advanced tab? > > It's ok, don't worry I will work it out myself. The CF I wanted was in reality an additional status flag, so I have achieved what I wanted another way. > I think I've seen a few replies to the list about some of the things > I've mentioned. Perhaps you should check back in case you missed > them. Can't see any in the archives. From gobnat at optusnet.com.au Wed Sep 6 08:30:32 2006 From: gobnat at optusnet.com.au (Brendan S (Scratch User)) Date: Wed, 06 Sep 2006 22:30:32 +1000 Subject: [rt-users] Where can I get a list of all fields which be displayed on the "Show Results" page Message-ID: <44FEBF68.6080909@optusnet.com.au> Can queries with more structure be displayed? If so, where do I find the syntax rules? Thanks Brendan From bhardwaj_abhishek at yahoo.com Wed Sep 6 10:21:15 2006 From: bhardwaj_abhishek at yahoo.com (abhishek bhardwaj) Date: Wed, 6 Sep 2006 07:21:15 -0700 (PDT) Subject: [rt-users] Apache is not starting Message-ID: <20060906142115.89699.qmail@web56503.mail.re3.yahoo.com> Hi All, I have configured rt. Apache is working but it is redirecting me on http://bestpractical.com/rt/rt-broken-install.html. I have configured apache2 with modperl. I follow the README file from /usr/local/rt3/share/doc make testdebs shows that every thing is found I tried web interface (Apache2) with mod_perl put the following lines in /etc/apache2/apache.conf ServerName your.rt.server.hostname DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason replacing ip address, hostname and Document root ie usr/local.rt3/share/html ip:- 10.2.1.142 hostname :- test.india.campuseai.org document root :- usr/local.rt3/share/html it looks alike following ServerName test.india.campuseai.org DocumentRoot /usr/local/rt3/share/html AddDefaultCharset UTF-8 #PerlModule Apache::DBI #PerlRequire /usr/local/rt3/bin/webmux.pl SetHandler perl-script # PerlHandler RT::Mason but i have to comment 5,6,9th lines otherwise server is not restarting. I follow the insttructions and install perl -MCPAN -e'install Apache::DBI' but still if i uncomment these lines it returns error. Saying following test:/usr/local/rt3/share/doc# /etc/init.d/apache2 restart Forcing reload of web server: Apache2Syntax error on line 403 of /etc/apache2/apache2.conf: Invalid command 'PerlModule', perhaps mis-spelled or defined by a module not included in the server >configuration Suggest me in this regard. Thanks for your suggestion in advance. --------------------------------- Stay in the know. Pulse on the new Yahoo.com. Check it out. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Wed Sep 6 10:31:34 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 6 Sep 2006 10:31:34 -0400 Subject: [rt-users] Apache is not starting In-Reply-To: <20060906142115.89699.qmail@web56503.mail.re3.yahoo.com> References: <20060906142115.89699.qmail@web56503.mail.re3.yahoo.com> Message-ID: <20060906143133.GG13014@bestpractical.com> > > I tried web interface (Apache2) with mod_perl > > Saying following > > test:/usr/local/rt3/share/doc# /etc/init.d/apache2 restart > Forcing reload of web server: Apache2Syntax error on line 403 of > /etc/apache2/apache2.conf: > Invalid command 'PerlModule', perhaps mis-spelled or defined by a > module not included in the server >configuration Abhisheh, Thes suggests that you didn't actually build or install mod_perl2 or that you didn't configure apache to use it correctly. Best, Jesse > > Suggest me in this regard. > Thanks for your suggestion in advance. > > > --------------------------------- > Stay in the know. Pulse on the new Yahoo.com. Check it out. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Wed Sep 6 10:42:56 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 6 Sep 2006 10:42:56 -0400 Subject: [rt-users] RT using 100% cpu when opening some tickets In-Reply-To: <8E581309FC28E949A806BBF685267400230DCB@pony.zoomit.com.au> References: <8E581309FC28E949A806BBF685267400230DCB@pony.zoomit.com.au> Message-ID: <20060906144256.GH13014@bestpractical.com> On Wed, Sep 06, 2006 at 03:26:12PM +0800, Byron Jones wrote: > i'd also like to draw your attention to the massive amount of memory the > processes are using. Byron, Can you tell us a bit more about the hardware and operating system configuration you're running with? > > > ________________________________ > > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Byron > Jones > Sent: Wednesday, 6 September 2006 3:23 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] RT using 100% cpu when opening some tickets > > > when we open some tickets on RT 3.6.0 (plan to upgrade to 3.6.1 > when i can) the httpd process uses 100% CPU and never stops. > > here's what top looks like with two requests to open the same > ticket: > > PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ > COMMAND > 17556 httpdnin 25 0 423m 406m 2760 R 99.9 26.8 8:20.84 > httpd > 20343 httpdnin 25 0 391m 372m 2624 R 99.6 24.6 2:51.43 > httpd > 20429 root 16 0 1968 1108 828 R 0.3 0.1 0:00.04 top > ... > > here's the mysql process list: > > | 3 | rt_nintek | localhost | rt_nintek | Query | 290 | > User lock | SELECT > GET_LOCK('Apache-Session-8dc6987e94c140bf84fb5fe379594613', 3600) | > | 5 | rt_nintek | localhost | rt_nintek | Query | 280 | > User lock | SELECT > GET_LOCK('Apache-Session-8dc6987e94c140bf84fb5fe379594613', 3600) | > | 6 | rt_nintek | localhost | rt_nintek | Query | 290 | > User lock | SELECT > GET_LOCK('Apache-Session-8dc6987e94c140bf84fb5fe379594613', 3600) | > | 7 | rt_nintek | localhost | rt_nintek | Query | 203 | > User lock | SELECT > GET_LOCK('Apache-Session-db0718c787b8a257d22087a9a99fb51a', 3600) | > | 8 | rt_nintek | localhost | rt_nintek | Sleep | 193 | > | NULL > | > | 9 | rt_nintek | localhost | rt_nintek | Query | 379 | > User lock | SELECT > GET_LOCK('Apache-Session-8dc6987e94c140bf84fb5fe379594613', 3600) | > | 10 | rt_nintek | localhost | rt_nintek | Query | 413 | > User lock | SELECT > GET_LOCK('Apache-Session-8dc6987e94c140bf84fb5fe379594613', 3600) | > | 11 | rt_nintek | localhost | rt_nintek | Sleep | 193 | > | NULL > | > | 13 | rt_nintek | localhost | rt_nintek | Query | 203 | > User lock | SELECT > GET_LOCK('Apache-Session-db0718c787b8a257d22087a9a99fb51a', 3600) | > | 399 | rt_nintek | localhost | rt_nintek | Query | 236 | > User lock | SELECT > GET_LOCK('Apache-Session-8dc6987e94c140bf84fb5fe379594613', 3600) | > | 400 | rt_nintek | localhost | rt_nintek | Query | 234 | > User lock | SELECT > GET_LOCK('Apache-Session-8dc6987e94c140bf84fb5fe379594613', 3600) | > | 401 | rt_nintek | localhost | rt_nintek | Query | 230 | > User lock | SELECT > GET_LOCK('Apache-Session-8dc6987e94c140bf84fb5fe379594613', 3600) | > | 402 | rt_nintek | localhost | rt_nintek | Query | 203 | > User lock | SELECT > GET_LOCK('Apache-Session-db0718c787b8a257d22087a9a99fb51a', 3600) | > | 403 | rt_nintek | localhost | rt_nintek | Sleep | 2 | > | NULL > | > | 411 | rt_nintek | localhost | rt_nintek | Sleep | 127 | > | NULL > | > | 413 | rt_nintek | localhost | rt_nintek | Sleep | 127 | > | NULL > | > | 415 | rt_nintek | localhost | rt_nintek | Sleep | 47 | > | NULL > | > | 416 | rt_nintek | localhost | rt_nintek | Sleep | 0 | > | NULL > | > | 417 | rt_nintek | localhost | rt_nintek | Sleep | 1 | > | NULL > | > | 418 | rt_nintek | localhost | rt_nintek | Sleep | 1 | > | NULL > | > > help! > > it's at the point now where i have a script that runs every > minute killing httpd processes that have been running for a long time > with high cpu usage. > > > > [ byron jones > [ zoom itg "In 3010, the potatoes triumphed" > [ phone +61 8 9389 5235 - N. Gertler > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 mleighty at angelica.com Wed Sep 6 10:28:15 2006 From: mleighty at angelica.com (Michael Leighty) Date: Wed, 6 Sep 2006 10:28:15 -0400 Subject: [rt-users] Changing Admin Correspondance Template Message-ID: <8035ADC9EC41A7409A2484E7AA614ADD03C68430@EXSTL01.angelica.int> This is probably a really easy question, but I've spent the last few hours looking through the past mailings on here to see if anyone addressed it and I can't find it. Basically I'd like to include the first entry from the ticket history (likely to be the description of the problem) in any email that is sent out about the ticket. I guess this might mean editing the transaction template as well. Also I'd like the to include whatever the last entry in the ticket history is, so that the person can easily see what was last done, or what comments were made before the ticket was assigned to them, or they were added as adminCC. Thanks for your help. Michael Leighty -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfh at pipex.net Wed Sep 6 10:51:30 2006 From: rfh at pipex.net (Roy El-Hames) Date: Wed, 06 Sep 2006 15:51:30 +0100 Subject: [rt-users] Changing Admin Correspondance Template In-Reply-To: <8035ADC9EC41A7409A2484E7AA614ADD03C68430@EXSTL01.angelica.int> References: <8035ADC9EC41A7409A2484E7AA614ADD03C68430@EXSTL01.angelica.int> Message-ID: <44FEE072.8040308@pipex.net> Michael; Try this (you add it to the bottom of the template you want to change): 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 ; } ============================================= Roy Michael Leighty wrote: > This is probably a really easy question, but I've spent the last few > hours looking through the past mailings on here to see if anyone > addressed it and I can't find it. > > Basically I'd like to include the first entry from the ticket history > (likely to be the description of the problem) in any email that is sent > out about the ticket. I guess this might mean editing the transaction > template as well. Also I'd like the to include whatever the last entry > in the ticket history is, so that the person can easily see what was > last done, or what comments were made before the ticket was assigned to > them, or they were added as adminCC. > > Thanks for your help. > > Michael Leighty > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 bhardwaj_abhishek at yahoo.com Wed Sep 6 11:11:21 2006 From: bhardwaj_abhishek at yahoo.com (abhishek bhardwaj) Date: Wed, 6 Sep 2006 08:11:21 -0700 (PDT) Subject: [rt-users] Apache is not starting Message-ID: <20060906151121.81850.qmail@web56502.mail.re3.yahoo.com> I am very new in linux, I found a lots of documents and follow them to install mod perl but i i think, I am wrong at any point. I am using Debian as os. I download a lots of tarballs from different locations, but unable to find out which one is perfect I have tried apache 2 with Fact CGI also but facing some problem Can u send me the steps to upgrade the Apache2 with either Fast CGI or Mod perl and the location from where i can download Apache and Fact_Cgi/Mod+perl so that i can rebuild Apache I will be thankful to you Regards Abhishek __________________________________________________ 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 garrison at zeta.org.au Wed Sep 6 12:04:56 2006 From: garrison at zeta.org.au (Charlie Garrison) Date: Thu, 7 Sep 2006 02:04:56 +1000 Subject: [rt-users] Re: [Rt-devel] [PATCH] ProxyPass and 3.6.1 redirect function In-Reply-To: <17662.38896.395577.689162@youramigo.com> Message-ID: Good morning, On 6/9/06 at 7:12 PM +0930, Michael Brader wrote: >Charlie Garrison writes: > > Should I apply this patch to solve the problem, or is there some > > other 'official' method to solve it? > >The official method which was pointed out after I sent in my patch is >to use ProxyPassReverse as follows: > > ProxyPass / http://rtdb.bc.youramigo.com:8078/ > ProxyPassReverse / http://rtdb.bc.youramigo.com:8078/ > >See one of: > >http://httpd.apache.org/docs/1.3/mod/mod_proxy.html#proxypassreverse >http://httpd.apache.org/docs/2.0/mod/mod_proxy.html#proxypassreverse >http://httpd.apache.org/docs/2.2/mod/mod_proxy.html#proxypassreverse > >depending on your version of Apache. I don't know how to do >ProxyPassReverse with mod_rewrite, so you might want to use my patch. According the documentation, I should just be able to use ProxyPassReverse. OK, I was going to say it didn't work but I just found my syntax error. That does solve it. It's not an ideal solution though since requests can come from different domain names (eg. either .com.au or .com) but at least I know what I need to do now to fix it. Thanks again for your help. Charlie -- Charlie Garrison PO Box 141, Windsor, NSW 2756, Australia From bhardwaj_abhishek at yahoo.com Wed Sep 6 12:08:11 2006 From: bhardwaj_abhishek at yahoo.com (abhishek bhardwaj) Date: Wed, 6 Sep 2006 09:08:11 -0700 (PDT) Subject: [rt-users] Re: Apache is not starting In-Reply-To: <20060906160007.3B7094D8084@diesel.bestpractical.com> Message-ID: <20060906160811.34265.qmail@web56503.mail.re3.yahoo.com> Can i get any update on it? I am very new in linux, I found a lots of documents and follow them to install mod perl but i i think, I am wrong at any point. I am using Debian as os. I download a lots of tarballs from different locations, but unable to find out which one is perfect I have tried apache 2 with Fact CGI also but facing some problem Can u send me the steps to upgrade the Apache2 with either Fast CGI or Mod perl and the location from where i can download Apache and Fact_Cgi/Mod+perl so that i can rebuild Apache I will be thankful to you Regards Abhishek --------------------------------- All-new Yahoo! Mail - Fire up a more powerful email and get things done faster. -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfh at pipex.net Wed Sep 6 12:14:28 2006 From: rfh at pipex.net (Roy El-Hames) Date: Wed, 06 Sep 2006 17:14:28 +0100 Subject: [rt-users] Re: Apache is not starting In-Reply-To: <20060906160811.34265.qmail@web56503.mail.re3.yahoo.com> References: <20060906160811.34265.qmail@web56503.mail.re3.yahoo.com> Message-ID: <44FEF3E4.2070505@pipex.net> Well this is not a step by step thing ..it all depends on your linux flavour etc .. once you setup apache the RT list will help in setting rt http://www.apache.org/ + google have all the answers you need .. Good luck Roy abhishek bhardwaj wrote: > Can i get any update on it? > > > I am very new in linux, I found a lots of documents and follow them to install mod perl but i i think, I am wrong at any point. > I am using Debian as os. > I download a lots of tarballs from different locations, but unable to find out which one is perfect > I have tried apache 2 with Fact CGI also but facing some problem > Can u send me the steps to upgrade the Apache2 with either Fast CGI or Mod perl > and the location from where i can download Apache and Fact_Cgi/Mod+perl > so that i can rebuild Apache > I will be thankful to you > > Regards > Abhishek > > > > > --------------------------------- > All-new Yahoo! Mail - Fire up a more powerful email and get things done faster. > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 plummer at geneseo.edu Wed Sep 6 13:29:56 2006 From: plummer at geneseo.edu (Shawn Plummer) Date: Wed, 6 Sep 2006 13:29:56 -0400 Subject: [rt-users] IE stops responding and display issue Message-ID: I am seeing an intermittent issue where just after logging in to RT 3.6.1 with Internet Explorer it loads as far as the At A glance header and then hangs. On clients where the page does actually load, the right hand column appears to overlap the left hand column. Has anyone else seen this behavior? ~~~~~~~~~~~~~ Shawn Plummer Systems Manager CIT SUNY Geneseo "The mind can make substance, and people planets of its own with beings brighter than have been, and give a breath to forms which can outlive all flesh." -Lord Byron From plummer at geneseo.edu Wed Sep 6 13:57:38 2006 From: plummer at geneseo.edu (Shawn Plummer) Date: Wed, 6 Sep 2006 13:57:38 -0400 Subject: [rt-users] Graph Not displaying Message-ID: I have a rather odd problem that has shown up recently (I think since the 3.6.1 update) when I go to graph results of a search I get a page that show's the query, a question mark for the image, and then a table of the results. I am having a really hard time troubleshooting it because I am seeing nothing in rt's log, or apache's log to indicate an error or a file not found. Has anyone else encountered this or can someone point me in the right direction to troubleshoot this problem more. I can send a screenshot of the page if needed. ~~~~~~~~~~~~~ Shawn Plummer Systems Manager CIT SUNY Geneseo "The mind can make substance, and people planets of its own with beings brighter than have been, and give a breath to forms which can outlive all flesh." -Lord Byron From ali.bouirmane at marocconnect.com Wed Sep 6 14:53:27 2006 From: ali.bouirmane at marocconnect.com (Mohamed Ali Bouirmane) Date: Wed, 6 Sep 2006 18:53:27 -0000 Subject: [rt-users] custom field error with internet explorer RT3.6.1 Message-ID: <200609061853.k86Irmr25559@marocconnect.com> I use new version of RT : 3.6.1. i have problem when i use custom field ( EdilCustomFieldSelect ) in Browser : Internet Explorer All version , but in Browser Netscape and fireforx work fine . the problem is that I can't load a value of specific category , and is list me all value ( problem in internet explorer ) I will appreciate your immediate reply Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From bparish at workscape.com Wed Sep 6 15:44:42 2006 From: bparish at workscape.com (Parish, Brent) Date: Wed, 6 Sep 2006 15:44:42 -0400 Subject: [rt-users] Splitting queries across mysql servers Message-ID: I'm using circular replication in MySQL and LOVE it! The idea is that each MySQL host points at the other as a slave, so all updates go to both hosts. The problem with that in the past is that tables using auto-increment columns could get whacked if both servers added a row at the exact same time and contended for that next incremented value. MySQL now has values you can set in my.cnf that tell one server to use odd numbers (e.g.) and the other evens. Works like a charm, though there is no automatic failover. I run the DB attached to the base IP for the server, as well as a virtual IP that can swing over (by hand) to the other. Lastly, they share a crossover cable (direct cable) interface to do the replication over GigE. You can check out the Heartbeat project for IP failover, but I've not had time to dig deep into that yet (one dragon to slay at a time, please!). HTH - Brent Parish -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Drew Taylor Sent: Tuesday, September 05, 2006 5:24 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Splitting queries across mysql servers Hi, (Now subscribed from my personal address) We're looking to scale our RT instance at $work, and make it more fault tolerant at the same time. The obvious first step is to split the DB out from the Mason servers (currently all on one box). At the same time, we want to use mysql replication to get the data onto a second DB server. In a perfect world we would have RT transparently be able to do SELECTs on both DB boxes while sending UPDATE/INSERT statements to the master DB. I know I'm not the first person to attempt this. :-) Any pointers to DBI multiplexers, tips, etc would be most appreciated. Thanks, Drew -- ---------------------------------------------------------------- Drew Taylor * Web development & consulting Email: drew at drewtaylor.com * Site implementation & hosting Web : www.drewtaylor.com * perl/mod_perl/DBI/mysql/postgres ---------------------------------------------------------------- _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ********************************************************************************************** IMPORTANT: The contents are intended for the named recipient(s) only and may contain information that is PRIVILEGED and/or CONFIDENTIAL. If you have received this email in error, please destroy all copies of this message and it's attachments and then notify the system manager or the sender immediately. Do not disclose the contents to anyone or make copies thereof. *** eSafe scanned this email for viruses, vandals, and malicious content. *** ********************************************************************************************** From bhardwaj_abhishek at yahoo.com Wed Sep 6 17:15:28 2006 From: bhardwaj_abhishek at yahoo.com (abhishek bhardwaj) Date: Wed, 6 Sep 2006 14:15:28 -0700 (PDT) Subject: [rt-users] Apache is not starting Message-ID: <20060906211528.8568.qmail@web56501.mail.re3.yahoo.com> Hi, I follow the document which is available on http://wiki.bestpractical.com/index.cgi?DebianStableInstallGuide I edit the Edit /usr/local/rt3/etc/RT_SiteConfig.pm: file and make following entries Set($rtname, 'rt.eai.india.campuseai.org'); Set($Organization , "eai.india.campuseai.org"); Set($MinimumPasswordLength , "8"); Set($Timezone , 'Europe/Foo'); Set($DatabaseType , 'mysql'); Set($DatabasePassword , 'rt_pass'); Set($MaxAttachmentSize , 50000000); Set($CorrespondAddress , 'RT_CorrespondAddressNotSet'); Set($CommentAddress , 'RT_CommentAddressNotSet'); Set($WebBaseURL , 'https://rt.eai.india.campuseai.org'); Set($WebPath , '/rt'); #Set($WebDefaultStylesheet, '3.4-compat'); Set($WebDefaultStylesheet, '3.5-default'); 1; where eai is the host name of the server where i m configuring RT and eai.india.campuseai.org is the fqdn of this server. And following entries i made in the /etc/apache-ssl/httpd.conf: ServerName eai.india.campuseai.org Alias /rt "/usr/local/rt3/share/html" PerlModule Apache::DBI PerlRequire /usr/local/rt3/bin/webmux.pl AllowOverride All Options ExecCGI +FollowSymLinks RewriteEngine On AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason When i restart the httpd server it is saying as follows eai:~# apache-sslctl restart /usr/sbin/apache-sslctl restart: httpsd not running, trying to start Reading key for server localhost:443 /usr/sbin/apache-sslctl restart: httpsd could not be started I checked the logs but not get any reasion for not starting httpd logs are following eai:/var/log/apache-ssl# tail error.log [Wed Sep 6 22:16:32 2006] [crit] Attempt to reinitialise SSL for server eai.india.campuseai.org [Wed Sep 6 22:17:18 2006] [crit] Attempt to reinitialise SSL for server eai.india.campuseai.org [Wed Sep 6 22:26:21 2006] [crit] Attempt to reinitialise SSL for server eai.india.campuseai.org [Wed Sep 6 22:26:41 2006] [crit] Attempt to reinitialise SSL for server eai.india.campuseai.org [Wed Sep 6 22:26:47 2006] [crit] Attempt to reinitialise SSL for server eai.india.campuseai.org Please advise me in this regard. Thanks for your suggestion in advance Regards Abhishek --------------------------------- Stay in the know. Pulse on the new Yahoo.com. Check it out. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Wed Sep 6 17:34:38 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 6 Sep 2006 17:34:38 -0400 Subject: [rt-users] Sort Order of Custom Fields in rt 3.6.1 In-Reply-To: <20060822145239.GA32511@localdomain> References: <20060822145239.GA32511@localdomain> Message-ID: <20060906213438.GF10042@bestpractical.com> On Tue, Aug 22, 2006 at 04:52:39PM +0200, Sebastian Schwerdhoefer wrote: > Hello, > > we have used RT 3.6.0 so I upgraded to RT 3.6.1 today. I had to > install the CPAN Module UNIVERSAL::require to get RT 3.6.1 to run. > > Since I installed 3.6.1 our custom order of our Custom Fields > (Configuration -> Queues -> -> Ticket Custom Fields) is > simply ignored, when one views or edits a Ticket. > > 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? > Any ideas how to get this problem fixed? > > thanks in advance, > Sebastian Schwerdh?fer > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 frankie at easyrider.com Wed Sep 6 20:12:27 2006 From: frankie at easyrider.com (Frank Saxton) Date: Wed, 06 Sep 2006 17:12:27 -0700 Subject: [rt-users] RT 3.6.1 install question Message-ID: <7.0.1.0.0.20060906171221.01b96c30@easyrider.com> This is my fourth or fifth time installing RT and I see that the process continues to improve! I have it just about installed thanks to some really good Wiki instructions. I'm just about done but have a final question or two. RT 3.6.1 on RHEL 4.0 I was confused when it came to setting up the mysql database stuff. I got error messages because it didn't like the password but it seems to have gotten over it. /var/lib/mysql/rt3 has what looks like everything in it but I cannot log in as root. No matter what I give it, I get a "username or password incorrect" message. This is not a huge problem (I don't think) because I have 3.0.1 running on another LInux box and what I'd really like to do is just copy over all of the accounts, tickets, settings, etc from that environment and put them on the new box. Someone advised me on how to do this a year or so ago and it was very simple. So simple, that I've forgotten what to do. I tried a tar of everything on the only /var/lib/mysql/rt3 onto the new machine but then I get text instead of the GUI when I try to bring up RT. I think if someone can just tell what to copy to the new machine to make it just like the old RT server, I should be good to go. TIA! From Byron.Jones at zoomit.com.au Wed Sep 6 20:45:43 2006 From: Byron.Jones at zoomit.com.au (Byron Jones) Date: Thu, 7 Sep 2006 08:45:43 +0800 Subject: [rt-users] RT using 100% cpu when opening some tickets Message-ID: <8E581309FC28E949A806BBF685267400230E12@pony.zoomit.com.au> > Can you tell us a bit more about the hardware and operating > system configuration you're running with? 3g dual core p4 cpu 1g ram 80g disk (1.6g free) gentoo linux 1.6.13 (2.6.14-gentoo-r4) mysql 4.1.14 apache 1.3.33 From frankie at easyrider.com Wed Sep 6 23:07:49 2006 From: frankie at easyrider.com (Frank Saxton) Date: Wed, 06 Sep 2006 20:07:49 -0700 Subject: [rt-users] RT 3.6.1 install | can't log on Message-ID: <7.0.1.0.0.20060906200432.01d95628@easyrider.com> RT 3.6.1 on RHEL 4.0 No problems whatever building RT for a change! Everything seems to be working fine but when I try to log in to RT as root/password, I get : Your username or password is incorrect I don't *think* I did anything that would have disturbed the default RT root password, but what can I do to check/fix this? TIA From a.nicols at lancs.ac.uk Thu Sep 7 04:11:14 2006 From: a.nicols at lancs.ac.uk (Andrew Nicols) Date: Thu, 7 Sep 2006 09:11:14 +0100 Subject: [rt-users] RT 3.6.1 install question In-Reply-To: <7.0.1.0.0.20060906171221.01b96c30@easyrider.com> References: <7.0.1.0.0.20060906171221.01b96c30@easyrider.com> Message-ID: <60f3c11a0609070111o5c69118dg5bbd4d47e5f82226@mail.gmail.com> On 9/7/06, Frank Saxton wrote: > > I was confused when it came to setting up the mysql database > stuff. I got error messages because it didn't like the password but > it seems to have gotten over it. /var/lib/mysql/rt3 has what looks > like everything in it but I cannot log in as root. No matter what I > give it, I get a "username or password incorrect" message. Check the Apache logs to see what it's rejecting on. The default username and password are root/password just in case something's misplaced on the wiki. If you can't log on to a fresh RT install, there may be something missing. This is not a huge problem (I don't think) because I have 3.0.1 > running on another LInux box and what I'd really like to do is just > copy over all of the accounts, tickets, settings, etc from that > environment and put them on the new box. > > Someone advised me on how to do this a year or so ago and it was very > simple. So simple, that I've forgotten what to do. I tried a tar of > everything on the only /var/lib/mysql/rt3 onto the new machine but > then I get text instead of the GUI when I try to bring up RT. > > I think if someone can just tell what to copy to the new machine to > make it just like the old RT server, I should be good to go. TIA! If you have a look at the RT Tarball, there are some upgrade instructions. Your best bet is to have a look at the INSTALL file. From memory it's about point 6 or 7 on there. There are a few changes from 3.0 to 3.6.1 but they're relatively easy to apply. Just a case of running: % rt-setup-database --datadir /path/to/etc/upgrade/ --dba dbuser --dba-password dbpass --action insert/act/schema Sadly you've got 6 version updates to do from 3.0, so they'll be something like: % rt-setup-database --datadir /etc/request-tracker3.6/upgrade/3.1.0 --dba dbuser --dba-password dbpass --action insert % rt-setup-database --datadir /etc/request-tracker3.6/upgrade/3.1.0 --dba dbuser --dba-password dbpass --action acl % rt-setup-database --datadir /etc/request-tracker3.6/upgrade/3.1.0 --dba dbuser --dba-password dbpass --action schema for each folder. The instructions in the INSTALL file explain it a bit better than me. That's it :) Obviously, make sure you backup first, but you'll be doing that anyway if you're migrating to a new server. Good luck, -- Regards, Andrew Nicols -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfh at pipex.net Thu Sep 7 05:03:05 2006 From: rfh at pipex.net (Roy El-Hames) Date: Thu, 07 Sep 2006 10:03:05 +0100 Subject: [rt-users] Splitting queries across mysql servers In-Reply-To: References: Message-ID: <44FFE049.80402@pipex.net> This sounds good How many web interfaces (rt instances) are you running, how did you set up $DatabaseHost in the RT config?? Roy Parish, Brent wrote: > I'm using circular replication in MySQL and LOVE it! > The idea is that each MySQL host points at the other as a slave, so all > updates go to both hosts. The problem with that in the past is that > tables using auto-increment columns could get whacked if both servers > added a row at the exact same time and contended for that next > incremented value. > MySQL now has values you can set in my.cnf that tell one server to use > odd numbers (e.g.) and the other evens. > Works like a charm, though there is no automatic failover. I run the DB > attached to the base IP for the server, as well as a virtual IP that can > swing over (by hand) to the other. Lastly, they share a crossover cable > (direct cable) interface to do the replication over GigE. > You can check out the Heartbeat project for IP failover, but I've not > had time to dig deep into that yet (one dragon to slay at a time, > please!). > HTH > - Brent Parish > > > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Drew > Taylor > Sent: Tuesday, September 05, 2006 5:24 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Splitting queries across mysql servers > > Hi, > (Now subscribed from my personal address) > > We're looking to scale our RT instance at $work, and make it more fault > tolerant at the same time. The obvious first step is to split the DB out > from the Mason servers (currently all on one box). At the same time, we > want to use mysql replication to get the data onto a second DB server. > In a perfect world we would have RT transparently be able to do SELECTs > on both DB boxes while sending UPDATE/INSERT statements to the master > DB. > > I know I'm not the first person to attempt this. :-) Any pointers to DBI > multiplexers, tips, etc would be most appreciated. > > Thanks, > Drew > -- > ---------------------------------------------------------------- > Drew Taylor * Web development & consulting > Email: drew at drewtaylor.com * Site implementation & hosting > Web : www.drewtaylor.com * perl/mod_perl/DBI/mysql/postgres > ---------------------------------------------------------------- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > ********************************************************************************************** > IMPORTANT: The contents are intended for the named recipient(s) only and may contain information that is > PRIVILEGED and/or CONFIDENTIAL. > If you have received this email in error, please destroy all copies of this message and it's attachments and > then notify the system manager or the sender immediately. Do not disclose the contents to anyone or make > copies thereof. > *** eSafe scanned this email for viruses, vandals, and malicious content. *** > ********************************************************************************************** > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 rmo at eurotux.com Thu Sep 7 07:36:51 2006 From: rmo at eurotux.com (Ricardo Manuel Oliveira) Date: Thu, 07 Sep 2006 12:36:51 +0100 Subject: [rt-users] Sender's address isn't Message-ID: <45000453.6010804@eurotux.com> Hi, We have several RT installations some years now, and everything has been working fine. We have recently installed a RT 3.6.0 in a client, and we've seen a strange behaviour: the Sender: header in outgoing emails is defined using a strange hostname (it doesn't even exist, and we don't know where RT got it from). This week we installed a fresh copy (to test RTFM, etc) in a completely different machine, different setup, etc. and the problem is the same. Every outgoing email whose sender is Nobody: has the email address nobody at show.HOSTNAME. Any clue on where this "@show" is coming from? The relevant configurations are these: Set($MailCommand , 'sendmail'); Set($SendmailArguments , "-oi"); Set($SendmailPath , "/usr/sbin/sendmail"); I've even tried searching RT's base directory (grep -ri "@show"), but I can't find the right button to squeeze. Thanks in advance, Ricardo Oliveira -- Ricardo Manuel Oliveira Eurotux Inform?tica, SA Tel: +351 253257395 // +351 919475934 Fax: +351 253257396 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 252 bytes Desc: OpenPGP digital signature URL: From bwc_lr1 at easy48.com Wed Sep 6 22:19:09 2006 From: bwc_lr1 at easy48.com (Lee Roth) Date: Wed, 06 Sep 2006 22:19:09 -0400 Subject: [rt-users] Re: Displaying Columns In-Reply-To: <20060903160006.247A34D80DB@diesel.bestpractical.com> References: <20060903160006.247A34D80DB@diesel.bestpractical.com> Message-ID: <7.0.1.0.2.20060906213913.03722e88@easy48.com> >I am working with our IT developers to customize RT. We are using 3.6.1 > >Logged in as the root user, I have experimented with colums displayed in >"RT at a glance". > >I have deleted the locTake column displayed. If I want to now add the >column again, it is not available. > >I know how to add the "id" field as a "Take" link, but the column is then >diplayed with the id number as a hyperlink, but I want it to display >"Take" as the title of the hyperlink. In the display formatting section of the query you should be able to replace the text '__id__' with the text '__loc(Take)__' on the bottom-most line. Lee Roth -------------- next part -------------- An HTML attachment was scrubbed... URL: From bparish at workscape.com Thu Sep 7 09:37:51 2006 From: bparish at workscape.com (Parish, Brent) Date: Thu, 7 Sep 2006 09:37:51 -0400 Subject: [rt-users] Splitting queries across mysql servers Message-ID: I'm running one instance, which is on a Sun v240 (4gb RAM, 2x1GHz CPU), which also runs the database. The second server is a complete mirror of the first, both in hardware and software. $DatabaseHost is set to the MySQL virtual IP that I would swing back and forth between servers as needed. The RT web interface (apache) is also tied to a virtual IP, so that would swing over as well. In the my.cnf, set the replicion values to something like this: auto_increment_increment = 2 "auto_increment_offset = 2" on one server, and "= 1" on the other (to make one auto increment using even numbers, the other odds) master-host = (set this to the IP of the private interface/crossover cable to the second server, so it uses the gigE, not the default network interface) Brent -----Original Message----- From: Roy El-Hames [mailto:rfh at pipex.net] Sent: Thursday, September 07, 2006 5:03 AM To: Parish, Brent Cc: Drew Taylor; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Splitting queries across mysql servers This sounds good How many web interfaces (rt instances) are you running, how did you set up $DatabaseHost in the RT config?? Roy Parish, Brent wrote: > I'm using circular replication in MySQL and LOVE it! > The idea is that each MySQL host points at the other as a slave, so all > updates go to both hosts. The problem with that in the past is that > tables using auto-increment columns could get whacked if both servers > added a row at the exact same time and contended for that next > incremented value. > MySQL now has values you can set in my.cnf that tell one server to use > odd numbers (e.g.) and the other evens. > Works like a charm, though there is no automatic failover. I run the DB > attached to the base IP for the server, as well as a virtual IP that can > swing over (by hand) to the other. Lastly, they share a crossover cable > (direct cable) interface to do the replication over GigE. > You can check out the Heartbeat project for IP failover, but I've not > had time to dig deep into that yet (one dragon to slay at a time, > please!). > HTH > - Brent Parish > > > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Drew > Taylor > Sent: Tuesday, September 05, 2006 5:24 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Splitting queries across mysql servers > > Hi, > (Now subscribed from my personal address) > > We're looking to scale our RT instance at $work, and make it more fault > tolerant at the same time. The obvious first step is to split the DB out > from the Mason servers (currently all on one box). At the same time, we > want to use mysql replication to get the data onto a second DB server. > In a perfect world we would have RT transparently be able to do SELECTs > on both DB boxes while sending UPDATE/INSERT statements to the master > DB. > > I know I'm not the first person to attempt this. :-) Any pointers to DBI > multiplexers, tips, etc would be most appreciated. > > Thanks, > Drew > -- > ---------------------------------------------------------------- > Drew Taylor * Web development & consulting > Email: drew at drewtaylor.com * Site implementation & hosting > Web : www.drewtaylor.com * perl/mod_perl/DBI/mysql/postgres > ---------------------------------------------------------------- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > ************************************************************************ ********************** > IMPORTANT: The contents are intended for the named recipient(s) only and may contain information that is > PRIVILEGED and/or CONFIDENTIAL. > If you have received this email in error, please destroy all copies of this message and it's attachments and > then notify the system manager or the sender immediately. Do not disclose the contents to anyone or make > copies thereof. > *** eSafe scanned this email for viruses, vandals, and malicious content. *** > ************************************************************************ ********************** > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > ********************************************************************************************** IMPORTANT: The contents are intended for the named recipient(s) only and may contain information that is PRIVILEGED and/or CONFIDENTIAL. If you have received this email in error, please destroy all copies of this message and it's attachments and then notify the system manager or the sender immediately. Do not disclose the contents to anyone or make copies thereof. *** eSafe scanned this email for viruses, vandals, and malicious content. *** ********************************************************************************************** From bparish at workscape.com Thu Sep 7 09:47:35 2006 From: bparish at workscape.com (Parish, Brent) Date: Thu, 7 Sep 2006 09:47:35 -0400 Subject: [rt-users] Splitting queries across mysql servers Message-ID: Whoops. Forgot to mention: In the past, I've set up three on the web interfaces and put them behind an Alteon VIP for load balancing. I had to edit share/html/Elements/SetupSessionCookie: diff SetupSessionCookie SetupSessionCookie.orig 71,78c71 < if ( !$cookies{RTSESSION} ) { < my $sessioncookie = new CGI::Cookie( < -name => 'RTSESSION', < -value => '0A20115B', < -path => '/' < ); < $r->headers_out->add('Set-Cookie', $sessioncookie->as_string); < } elsif ( !$cookies{$cookiename} ) { --- > if ( !$cookies{$cookiename} ) { 82c75 < -path => '/' --- > -path => '/', 84c77 < $r->headers_out->add('Set-Cookie', $cookie->as_string); --- > $r->header_out->('Set-Cookie', $cookie); Bear in mind this was on 3.4.2 and SetupSessionCookie has changed since then. The value I set into the cookie was a hex representation of the IP of that web server, and was therefore unique on each web host. The alteon was set to check this cookie value and keep the session persistent, to avoid potential issues with a user session being stored on one server and they get load balanced onto another one. Not even sure if RT works like that, but it was easy enough to set up as a "just in case". - Brent -----Original Message----- From: Roy El-Hames [mailto:rfh at pipex.net] Sent: Thursday, September 07, 2006 5:03 AM To: Parish, Brent Cc: Drew Taylor; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Splitting queries across mysql servers This sounds good How many web interfaces (rt instances) are you running, how did you set up $DatabaseHost in the RT config?? Roy Parish, Brent wrote: > I'm using circular replication in MySQL and LOVE it! > The idea is that each MySQL host points at the other as a slave, so all > updates go to both hosts. The problem with that in the past is that > tables using auto-increment columns could get whacked if both servers > added a row at the exact same time and contended for that next > incremented value. > MySQL now has values you can set in my.cnf that tell one server to use > odd numbers (e.g.) and the other evens. > Works like a charm, though there is no automatic failover. I run the DB > attached to the base IP for the server, as well as a virtual IP that can > swing over (by hand) to the other. Lastly, they share a crossover cable > (direct cable) interface to do the replication over GigE. > You can check out the Heartbeat project for IP failover, but I've not > had time to dig deep into that yet (one dragon to slay at a time, > please!). > HTH > - Brent Parish > > > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Drew > Taylor > Sent: Tuesday, September 05, 2006 5:24 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Splitting queries across mysql servers > > Hi, > (Now subscribed from my personal address) > > We're looking to scale our RT instance at $work, and make it more fault > tolerant at the same time. The obvious first step is to split the DB out > from the Mason servers (currently all on one box). At the same time, we > want to use mysql replication to get the data onto a second DB server. > In a perfect world we would have RT transparently be able to do SELECTs > on both DB boxes while sending UPDATE/INSERT statements to the master > DB. > > I know I'm not the first person to attempt this. :-) Any pointers to DBI > multiplexers, tips, etc would be most appreciated. > > Thanks, > Drew > -- > ---------------------------------------------------------------- > Drew Taylor * Web development & consulting > Email: drew at drewtaylor.com * Site implementation & hosting > Web : www.drewtaylor.com * perl/mod_perl/DBI/mysql/postgres > ---------------------------------------------------------------- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > ************************************************************************ ********************** > IMPORTANT: The contents are intended for the named recipient(s) only and may contain information that is > PRIVILEGED and/or CONFIDENTIAL. > If you have received this email in error, please destroy all copies of this message and it's attachments and > then notify the system manager or the sender immediately. Do not disclose the contents to anyone or make > copies thereof. > *** eSafe scanned this email for viruses, vandals, and malicious content. *** > ************************************************************************ ********************** > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > ********************************************************************************************** IMPORTANT: The contents are intended for the named recipient(s) only and may contain information that is PRIVILEGED and/or CONFIDENTIAL. If you have received this email in error, please destroy all copies of this message and it's attachments and then notify the system manager or the sender immediately. Do not disclose the contents to anyone or make copies thereof. *** eSafe scanned this email for viruses, vandals, and malicious content. *** ********************************************************************************************** From bhardwaj_abhishek at yahoo.com Thu Sep 7 10:19:59 2006 From: bhardwaj_abhishek at yahoo.com (abhishek bhardwaj) Date: Thu, 7 Sep 2006 07:19:59 -0700 (PDT) Subject: [rt-users] Attempt to reinitialise SSL for server Message-ID: <20060907141959.5166.qmail@web56507.mail.re3.yahoo.com> Hi, I have follow the document which is available on http://wiki.bestpractical.com/index.cgi?DebianStableInstallGuide I edit the Edit /usr/local/rt3/etc/RT_SiteConfig.pm: file and make following entries Set($rtname, 'rt.eai.india.campuseai.org'); Set($Organization , "eai.india.campuseai.org"); Set($MinimumPasswordLength , "8"); Set($Timezone , 'Europe/Foo'); Set($DatabaseType , 'mysql'); Set($DatabasePassword , 'rt_pass'); Set($MaxAttachmentSize , 50000000); Set($CorrespondAddress , 'RT_CorrespondAddressNotSet'); Set($CommentAddress , 'RT_CommentAddressNotSet'); Set($WebBaseURL , 'https://rt.eai.india.campuseai.org'); Set($WebPath , '/rt'); #Set($WebDefaultStylesheet, '3.4-compat'); Set($WebDefaultStylesheet, '3.5-default'); 1; where eai is the host name of the server where i m configuring RT and eai.india.campuseai.org is the fqdn of this server. And following entries i made in the /etc/apache-ssl/httpd.conf: ServerName eai.india.campuseai.org Alias /rt "/usr/local/rt3/share/html" PerlModule Apache::DBI PerlRequire /usr/local/rt3/bin/webmux.pl AllowOverride All Options ExecCGI +FollowSymLinks RewriteEngine On AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason When i restart the httpd server it is saying as follows eai:~# apache-sslctl restart /usr/sbin/apache-sslctl restart: httpsd not running, trying to start Reading key for server localhost:443 /usr/sbin/apache-sslctl restart: httpsd could not be started I checked the logs but not get any reasion for not starting httpd logs are following eai:/var/log/apache-ssl# tail error.log [Wed Sep 6 22:16:32 2006] [crit] Attempt to reinitialise SSL for server eai.india.campuseai.org [Wed Sep 6 22:17:18 2006] [crit] Attempt to reinitialise SSL for server eai.india.campuseai.org [Wed Sep 6 22:26:21 2006] [crit] Attempt to reinitialise SSL for server eai.india.campuseai.org [Wed Sep 6 22:26:41 2006] [crit] Attempt to reinitialise SSL for server eai.india.campuseai.org [Wed Sep 6 22:26:47 2006] [crit] Attempt to reinitialise SSL for server eai.india.campuseai.org Please advise me in this regard. Thanks for your suggestion in advance Regards Abhishek --------------------------------- Do you Yahoo!? Get on board. You're invited to try the new Yahoo! Mail. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Thu Sep 7 12:56:30 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 7 Sep 2006 12:56:30 -0400 Subject: [rt-users] Sender's address isn't In-Reply-To: <45000453.6010804@eurotux.com> References: <45000453.6010804@eurotux.com> Message-ID: <20060907165630.GS10042@bestpractical.com> On Thu, Sep 07, 2006 at 12:36:51PM +0100, Ricardo Manuel Oliveira wrote: > Hi, > > We have several RT installations some years now, and everything has > been working fine. We have recently installed a RT 3.6.0 in a client, > and we've seen a strange behaviour: the Sender: header in outgoing > emails is defined using a strange hostname (it doesn't even exist, and > we don't know where RT got it from). Likely it's not RT but sendmail inserting that Sender address. From plummer at geneseo.edu Thu Sep 7 12:59:51 2006 From: plummer at geneseo.edu (Shawn Plummer) Date: Thu, 7 Sep 2006 12:59:51 -0400 Subject: [rt-users] Malformed RSS in 3.6.1 In-Reply-To: <09BAB86D-D7DC-4F0F-86C7-71A52CDDA03E@geneseo.edu> References: <09BAB86D-D7DC-4F0F-86C7-71A52CDDA03E@geneseo.edu> Message-ID: <1A7A14F8-A67E-419A-BE11-8FE6551FE78D@geneseo.edu> I have been unable to make any headway on this problem... Firefox on windows says it fails to load the RSS feed, even when creating it after having logged into RT. I can download the contents of the feed in firefox by clicking the rss link, I can open this file in a text editor or in a browser but it does not get parsed as rss in a browser, it just loads a bunch of text with no line breaks. I also am running the latest XML::RSS module. ~~~~~~~~~~~~~ Shawn Plummer Systems Manager CIT SUNY Geneseo "The mind can make substance, and people planets of its own with beings brighter than have been, and give a breath to forms which can outlive all flesh." -Lord Byron On Aug 28, 2006, at 9:39 AM, Shawn Plummer wrote: > We have a portlet in our portal that connects to RT and displays > tickets based on a username passed to it via the portlet. We had > been using an RSS feed for this purpose. However since upgrading to > 3.6.1 this no longer works. I also cannot view RSS feeds in > NetNewsWire or Safari on OS X. > > The Safari error is: > Safari can?t open the page. > Safari can?t open the page ?feed://rt.geneseo.edu/Search/ > Results.rdf?Query=(%20Owner%20%3D%20'plummer'%20)?. The error was: > ?unknown error? (NSURLErrorDomain:-1) Please choose Report Bug to > Apple from the Safari menu, note the error number, and describe > what you did before you saw this message. > > Has anyone else seen this issue? > > Any ideas on how I could fix this? > > ~~~~~~~~~~~~~ > Shawn Plummer > Systems Manager > CIT SUNY Geneseo > "The mind can make substance, and people planets of its own with > beings brighter than have been, and give a breath to forms which > can outlive all flesh." -Lord Byron > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Thu Sep 7 13:35:00 2006 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 07 Sep 2006 10:35:00 -0700 Subject: [rt-users] Changing Admin Correspondance Template In-Reply-To: <8035ADC9EC41A7409A2484E7AA614ADD03C68430@EXSTL01.angelica.int> References: <8035ADC9EC41A7409A2484E7AA614ADD03C68430@EXSTL01.angelica.int> Message-ID: <45005844.8010400@lbl.gov> Michael, We did this by creating a Custom Field called "Description" and putting the subject line in it if the ticket came from E_mail. The Field is mandatory so that when an owner opens it, he must put info in the field. The subject data gives him a start. When the ticket is resolved, we modified the template to display the CF "Description" and then display the "Resolve" Comments on the e_mail. It works nicely and our users, especially those who have about 1,000 a year, like it because the description reminds them of what they were asking for in the first place. Kenn LBNL Michael Leighty wrote: > This is probably a really easy question, but I've spent the last few > hours looking through the past mailings on here to see if anyone > addressed it and I can't find it. > > Basically I'd like to include the first entry from the ticket history > (likely to be the description of the problem) in any email that is sent > out about the ticket. I guess this might mean editing the transaction > template as well. Also I'd like the to include whatever the last entry > in the ticket history is, so that the person can easily see what was > last done, or what comments were made before the ticket was assigned to > them, or they were added as adminCC. > > Thanks for your help. > > Michael Leighty > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 bhardwaj_abhishek at yahoo.com Thu Sep 7 14:29:30 2006 From: bhardwaj_abhishek at yahoo.com (abhishek bhardwaj) Date: Thu, 7 Sep 2006 11:29:30 -0700 (PDT) Subject: [rt-users] Fwd: Attempt to reinitialise SSL for server Message-ID: <20060907182930.16727.qmail@web56501.mail.re3.yahoo.com> Any Suggession on this? Note: forwarded message attached. __________________________________________________ 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: -------------- next part -------------- An embedded message was scrubbed... From: abhishek bhardwaj Subject: Attempt to reinitialise SSL for server Date: Thu, 7 Sep 2006 07:19:59 -0700 (PDT) Size: 12893 URL: From frankie at easyrider.com Thu Sep 7 15:05:51 2006 From: frankie at easyrider.com (Frank Saxton) Date: Thu, 07 Sep 2006 12:05:51 -0700 Subject: [rt-users] RT 3.6.1 install question Message-ID: <7.0.1.0.0.20060907115236.01e2fcb0@easyrider.com> That's very good information. Thanks very much for the concise step-by-step Roy. I do plan to "import" the rt 3.0.? database into this new installation but I figured it would be better to get the vanilla 3.6.1 install on the new server working first. Did as you suggested and to no one's surprise, there is no root account in mysql. The following "using password: NO" is the same error message I got when I did a make initialize-database so that's the smoking gun. Before I break it again, any ideas on what I did wrong during the install phase? By starting the installation fresh, do you mean configure, make install, make initialize-database? For RT_SiteConfig.pm, understood about rt_user. What should I put in the DatabasePassword setting? Set($DatabasePassword , 'rt_pass'); ? That's the way it is on my original RT server. I built a backup RT server last year on 3.4.something and that has a null ( ' ' ) entry in the Password field. Both RT servers are working fine. Since the "drop rt3" command didn't work, can I just delete the subdirectory or will that cause additional problems? Output follows: TIA! ******* This is why I can't log on to RT ******* [root at patrol etc]# mysql rt3 -p -u root Enter password: Reading table information for completion of table and column names You can turn off this feature to get a quicker startup with -A Welcome to the MySQL monitor. Commands end with ; or \g. Your MySQL connection id is 8 to server version: 4.1.7 Type 'help;' or '\h' for help. Type '\c' to clear the buffer. mysql> select id,Name,Password from Users where Name like 'root'; Empty set (0.00 sec) mysql> exit Bye ******** This is similar to the error I got when doing make database-initialize *********** [root at patrol etc]# mysqladmin drop rt3 mysqladmin: connect to server at 'localhost' failed error: 'Access denied for user 'root'@'localhost' (using password: NO)' [root at patrol etc]# ******** This failed too... files are still in /var/lib/mysql/rt3 ************** [root at patrol mysql]# mysqladmin -u root --password=xxxxxxxx drop rt3 Dropping the database is potentially a very bad thing to do. Any data stored in the database will be destroyed. Do you really want to drop the 'rt3' database [y/N] y mysqladmin: DROP DATABASE rt3 failed; error: 'Error dropping database (can't rmdir './rt3', errno: 39)' *********** mysql versions currently installed ****************** MYSQL versions installed (just did an apt-get upgrade yesterday so I'm surprised there is something newer out there. I presume 4.1.7 is fine though mysql-devel-4.1.7-4.RHEL4.1 mysql-4.1.7-4.RHEL4.1 mysqlclient10-devel-3.23.58-4.RHEL4.1 mod_auth_mysql-2.6.1-2.1 php-mysql-4.3.11-2.8 mysql-bench-4.1.7-4.RHEL4.1 mysqlclient10-3.23.58-4.RHEL4.1 mysql-server-4.1.7-4.RHEL4.1 freeradius-mysql-1.0.1-2.RHEL4 libdbi-dbd-mysql-0.6.5-10.RHEL4.1 At 09:16 AM 9/7/2006, you wrote: >refereing back to your original question, I though you were doing an >upgrade, in that case as I mention before you 'll need to upgrade >the your rt-3.0.1 DB to rt-3.6.1 DB (there are few db schema changes >in between), Now I assume you have a new rt3 db , to check for root >user do the following , >from your shell do : mysql rt3 -p -u root >you'll be prompted for a password type in the mysqdadmin root >password and hit return, you'll get the mysql prompt something similar to : >Type 'help;' or '\h' for help. Type '\c' to clear the buffer. > >mysql> > >from there execute this sql query: >mysql> select id,Name,Password from Users where Name like 'root'; > >You'll should get back something similar to : >+----+------+------------------------+ >| id | Name | Password | >+----+------+------------------------+ >| 12 | root | w50cYSF0UwmfMFu0LDRyMg | >+----+------+------------------------+ >1 row in set (0.01 sec) > >Now bare in mind the root user above is an rt root user which you >can login through the web interface with user: root and >password:password, that is not the same user you configure on >RT_SiteConfig, the Config user is the sql user that allow the >communication between the web interface and mysql. > >If you get nothing back, then something went wrong with your >installation and the best thing to do is to drop the database: >mysqladmin drop rt3 >and start you installation from fresh ..BTW what version of mysql >are you using , in mysql 5 there are changes to the password encryption. >Going back to your config user you'll need to make sure that this >user have access to the mysql and rt3 db, by default its rt_user and >rt installation will take care of setting the right permissions for >it, however because you change it , you should have flagged that >when you did ./configure for the rt installation, from the rt source >code do ./configure --help for the various options.. >Just remember upgrading your rt instance is different process .. >Good luck, >Roy > >Frank Saxton wrote: >>Thanks for responding >> >>I followed the installation instructions pretty much to the letter. >>I'm pretty comfortable with most areas of the process except for >>mysql of which I know nothing. >> >>When I created the MySQL root password I used an actual password, >>not "newpass" as it says in the instructions. I presume that was OK. >> >>Then I was fine until editing RT_SiteConfig.pm >> >>Instead of DatabaseUser 'rt_user' I made it 'root' and >>DatabasePassword 'the_mysqladmin_root_password given above' >> >>I did a make initialize-database and it complained after I gave it >>the password. I can't say if I just hit return as instructed or if >>I gave it the myaqladmin root password. It did create >>/var/lib/mysql/rt3 and put a pile of stuff in there. If I re-run >>make initialize-database it complains that the directory already >>exists. I thought about removing the subdirectory and running make >>again but wanted to wait to get some advice first. Would that be a >>sensible next step? >> >>I don't know how to check to see if the root account exists in mysql. >>I went to the Wiki page but the info for that topic has been >>defaced by a spammer :( >> >>Please bear in mind when offering advice that I don't know jack about mysql. >> >> >>At 02:16 AM 9/7/2006, you wrote: >>>In addition to Andrew suggestion, login to mysql and query the >>>Users table to see if the root user exist, if not you may have >>>forgotten to run the initdb stuff .. >>>When moving databases, you'll be better of doing a mysqldump, copy >>>the dump file to your new host then restore it into the new >>>server, I often found that works better than copying the mysql/db >>>files .., after you restored the database go back to your rt-3.6.1 >>>source and do make upgrade? (can't remember but the instructions >>>are in the README and UPGRADING) .. >>>Good luck ; >>>Roy >>> >>>Frank Saxton wrote: >>>>This is my fourth or fifth time installing RT and I see that the >>>>process continues to improve! I have it just about installed >>>>thanks to some really good Wiki instructions. I'm just about done >>>>but have a final question or two. >>>> >>>>RT 3.6.1 on RHEL 4.0 >>>> >>>>I was confused when it came to setting up the mysql database stuff. >>>>I got error messages because it didn't like the password but it >>>>seems to have gotten over it. /var/lib/mysql/rt3 has what looks >>>>like everything in it but I cannot log in as root. No matter >>>>what I give it, I get a "username or password incorrect" message. >>>> >>>>This is not a huge problem (I don't think) because I have 3.0.1 >>>>running on another LInux box and what I'd really like to do is >>>>just copy over all of the accounts, tickets, settings, etc from >>>>that environment and put them on the new box. >>>> >>>>Someone advised me on how to do this a year or so ago and it was >>>>very simple. So simple, that I've forgotten what to do. I tried >>>>a tar of everything on the only /var/lib/mysql/rt3 onto the new >>>>machine but then I get text instead of the GUI when I try to bring up RT. >>>> >>>>I think if someone can just tell what to copy to the new machine >>>>to make it just like the old RT server, I should be good to go. TIA! >>>> >>>>_______________________________________________ >>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>>Community help: http://wiki.bestpractical.com >>>>Commercial support: 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: 7.1.405 / Virus Database: 268.12.1/440 - Release Date: 9/6/2006 > > >-- >No virus found in this incoming message. >Checked by AVG Free Edition. >Version: 7.1.405 / Virus Database: 268.12.1/440 - Release Date: 9/6/2006 From mleighty at angelica.com Thu Sep 7 16:23:43 2006 From: mleighty at angelica.com (Michael Leighty) Date: Thu, 7 Sep 2006 16:23:43 -0400 Subject: [rt-users] Changing Admin Correspondance Template Message-ID: <8035ADC9EC41A7409A2484E7AA614ADD03C8BC17@EXSTL01.angelica.int> Thanks for your response Roy. What would it take to include the last item in the ticket history as well as the first. Thanks again. -----Original Message----- From: Roy El-Hames [mailto:rfh at pipex.net] Sent: Wednesday, September 06, 2006 10:52 AM To: Michael Leighty Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Changing Admin Correspondance Template Michael; Try this (you add it to the bottom of the template you want to change): 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 ; } ============================================= Roy Michael Leighty wrote: > This is probably a really easy question, but I've spent the last few > hours looking through the past mailings on here to see if anyone > addressed it and I can't find it. > > Basically I'd like to include the first entry from the ticket history > (likely to be the description of the problem) in any email that is > sent out about the ticket. I guess this might mean editing the > transaction template as well. Also I'd like the to include whatever > the last entry in the ticket history is, so that the person can easily > see what was last done, or what comments were made before the ticket > was assigned to them, or they were added as adminCC. > > Thanks for your help. > > Michael Leighty > > > ---------------------------------------------------------------------- > -- > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > 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 bhardwaj_abhishek at yahoo.com Thu Sep 7 16:39:31 2006 From: bhardwaj_abhishek at yahoo.com (abhishek bhardwaj) Date: Thu, 7 Sep 2006 13:39:31 -0700 (PDT) Subject: [rt-users] Apache is not starting showing " Attempt to reinitialise SSL for server" Message-ID: <20060907203931.73451.qmail@web56509.mail.re3.yahoo.com> Hi All, I am following the document which is available on http://wiki.bestpractical.com/index.cgi?DebianStableInstallGuide I follow each and every instuction and it seems to me working i checked database it is properly installed and working fine. I checked by make testdeps before make install and it tells me every thing is found. then i follow further insrtuctions and did not get any error . but when i am accessing this server then unable to access. following are the chenges i made in the httpd conf and Siteconfig.pm file. I edit the /usr/local/rt3/etc/RT_SiteConfig.pm: file and make following entries Set($rtname, 'rt.eai.india.campuseai.org'); Set($Organization , "eai.india.campuseai.org"); Set($MinimumPasswordLength , "8"); Set($Timezone , 'Europe/Foo'); Set($DatabaseType , 'mysql'); Set($DatabasePassword , 'rt_pass'); Set($MaxAttachmentSize , 50000000); Set($CorrespondAddress , 'RT_CorrespondAddressNotSet'); Set($CommentAddress , 'RT_CommentAddressNotSet'); Set($WebBaseURL , 'https://rt.eai.india.campuseai.org'); Set($WebPath , '/rt'); #Set($WebDefaultStylesheet, '3.4-compat'); Set($WebDefaultStylesheet, '3.5-default'); 1; where eai is the host name of the server where i m configuring RT and eai.india.campuseai.org is the fqdn of this server. And following entries i made in the /etc/apache-ssl/httpd.conf: ServerName eai.india.campuseai.org Alias /rt "/usr/local/rt3/share/html" PerlModule Apache::DBI PerlRequire /usr/local/rt3/bin/webmux.pl AllowOverride All Options ExecCGI +FollowSymLinks RewriteEngine On AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason When i restart the httpd server it is saying as follows eai:~# apache-sslctl restart /usr/sbin/apache-sslctl restart: httpsd not running, trying to start Reading key for server localhost:443 /usr/sbin/apache-sslctl restart: httpsd could not be started I checked the logs but not get any reasion for not starting httpd logs are following eai:/var/log/apache-ssl# tail error.log [Wed Sep 6 22:16:32 2006] [crit] Attempt to reinitialise SSL for server eai.india.campuseai.org [Wed Sep 6 22:17:18 2006] [crit] Attempt to reinitialise SSL for server eai.india.campuseai.org [Wed Sep 6 22:26:21 2006] [crit] Attempt to reinitialise SSL for server eai.india.campuseai.org [Wed Sep 6 22:26:41 2006] [crit] Attempt to reinitialise SSL for server eai.india.campuseai.org [Wed Sep 6 22:26:47 2006] [crit] Attempt to reinitialise SSL for server eai.india.campuseai.org Any one can advice me in this regard. Thanks for your suggestion in advance Regards Abhishek --------------------------------- How low will we go? Check out Yahoo! Messenger?s low PC-to-Phone call rates. -------------- next part -------------- An HTML attachment was scrubbed... URL: From a.nicols at lancs.ac.uk Thu Sep 7 18:59:51 2006 From: a.nicols at lancs.ac.uk (Andrew Nicols) Date: Thu, 7 Sep 2006 23:59:51 +0100 Subject: [rt-users] RT 3.6.1 install question In-Reply-To: <7.0.1.0.0.20060907115236.01e2fcb0@easyrider.com> References: <7.0.1.0.0.20060907115236.01e2fcb0@easyrider.com> Message-ID: <60f3c11a0609071559sa8df679hf9ee8ea10b3c1d70@mail.gmail.com> On 9/7/06, Frank Saxton wrote: > > ******** This is similar to the error I got when doing make > database-initialize *********** > > [root at patrol etc]# mysqladmin drop rt3 > mysqladmin: connect to server at 'localhost' failed > error: 'Access denied for user 'root'@'localhost' (using password: NO)' > [root at patrol etc]# > > ******** This failed too... files are still in /var/lib/mysql/rt3 > ************** This isn't an RT error as such. The error being reported here is saying that the mysql database user root has the incorrect password, therefore the initialize-database script is unable to log into your MySQL database and create the database structure and initial inserts. Check your root password for MySQL. Can you log into MySQL? If you can log into MySQL with the mysql root user, but need to specify a password to do so, then you need to put this into your RT_SiteConfig.pm and then re-run the make initialize-database. I seem to recall you also need to create the initial rt table for MySQL RT databases, but as I'm not using MySQL I can't confirm. -- Regards, Andrew Nicols -------------- next part -------------- An HTML attachment was scrubbed... URL: From jokermjs19 at comcast.net Thu Sep 7 19:18:05 2006 From: jokermjs19 at comcast.net (Mathew) Date: Thu, 07 Sep 2006 19:18:05 -0400 Subject: [rt-users] RT 3.6.1 install question In-Reply-To: <7.0.1.0.0.20060906171221.01b96c30@easyrider.com> References: <7.0.1.0.0.20060906171221.01b96c30@easyrider.com> Message-ID: <4500A8AD.4090100@comcast.net> Frank Saxton wrote: > This is my fourth or fifth time installing RT and I see that the > process continues to improve! I have it just about installed thanks > to some really good Wiki instructions. I'm just about done but have a > final question or two. > > RT 3.6.1 on RHEL 4.0 > > I was confused when it came to setting up the mysql database stuff. I > got error messages because it didn't like the password but it seems to > have gotten over it. /var/lib/mysql/rt3 has what looks like > everything in it but I cannot log in as root. No matter what I give > it, I get a "username or password incorrect" message. > > This is not a huge problem (I don't think) because I have 3.0.1 > running on another LInux box and what I'd really like to do is just > copy over all of the accounts, tickets, settings, etc from that > environment and put them on the new box. > > Someone advised me on how to do this a year or so ago and it was very > simple. So simple, that I've forgotten what to do. I tried a tar of > everything on the only /var/lib/mysql/rt3 onto the new machine but > then I get text instead of the GUI when I try to bring up RT. > > I think if someone can just tell what to copy to the new machine to > make it just like the old RT server, I should be good to go. TIA! > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > My guess by the error you received is that you aren't providing a password when one is needed. Instead of trying to run mysqladmin to drop the database try shell>mysql -u root -p Enter Password: ***enter either nothing (just hit 'Enter') if you never set up a root password or enter the password you created when you installed MySQL*** mysql> drop database rt3; See if that works. Mathew Snyder From frankie at easyrider.com Thu Sep 7 19:55:01 2006 From: frankie at easyrider.com (Frank Saxton) Date: Thu, 07 Sep 2006 16:55:01 -0700 Subject: [rt-users] RT 3.6.1 install question In-Reply-To: <60f3c11a0609070111o5c69118dg5bbd4d47e5f82226@mail.gmail.co m> References: <7.0.1.0.0.20060906171221.01b96c30@easyrider.com> <60f3c11a0609070111o5c69118dg5bbd4d47e5f82226@mail.gmail.com> Message-ID: <7.0.1.0.0.20060907164004.01e0e650@Easyrider.com> Got the vanilla 3.6.1 install going. Copied the 3.0.1 RT database as follows: /usr/bin/mysqldump --user=rt_user --password=rt_pass --databases rt3 > /home/frankie/rt.sql Copied to the new server Imported old DB with : mysql --user=root --password=xxxxx < /home/frankie/rt.sql Upgraded doing (the 3.0.1 stuff scrolled off the screen but went error free): [root at patrol rt-3.6.1]# /opt/rt3/sbin/rt-setup-database --datadir ./etc/upgrade/3.1.15 --dba root --dba-password xxxxx --action schema Creating database schema. Couldn't find schema file for mysql [root at patrol rt-3.6.1]# /opt/rt3/sbin/rt-setup-database --datadir ./etc/upgrade/3.1.17 --dba dbuser --dba-password dbpass --action insert Creating ScripActions...16.17.done. Creating ScripConditions...10.done. Done setting up database content. [root at patrol rt-3.6.1]# /opt/rt3/sbin/rt-setup-database --datadir ./etc/upgrade/3.1.17 --dba root --dba-password xxxxxx --action acl Couldn't find ACLS for mysql in ./etc/upgrade/3.1.17 [root at patrol rt-3.6.1]# /opt/rt3/sbin/rt-setup-database --datadir ./etc/upgrade/3.1.17 --dba root --dba-password xxxxxx --action schema Creating database schema. Couldn't find schema file for mysql [root at patrol rt-3.6.1]# /opt/rt3/sbin/rt-setup-database --datadir ./etc/upgrade/3.3.0 --dba dbuser --dba-password dbpass --action insert Done setting up database content. [root at patrol rt-3.6.1]# /opt/rt3/sbin/rt-setup-database --datadir ./etc/upgrade/3.3.0 --dba root --dba-password xxxx --action acl Done setting up database ACLs. [root at patrol rt-3.6.1]# /opt/rt3/sbin/rt-setup-database --datadir ./etc/upgrade/3.3.0 --dba root --dba-password xxxxx --action schema Creating database schema. Done setting up database schema. [root at patrol rt-3.6.1]# /opt/rt3/sbin/rt-setup-database --datadir ./etc/upgrade/3.3.11 --dba dbuser --dba-password dbpass --action insert Done setting up database content. [root at patrol rt-3.6.1]# /opt/rt3/sbin/rt-setup-database --datadir ./etc/upgrade/3.3.11 --dba root --dba-password xxxxxx --action acl Done setting up database ACLs. [root at patrol rt-3.6.1]# /opt/rt3/sbin/rt-setup-database --datadir ./etc/upgrade/3.3.11 --dba root --dba-password xxxxxx --action schema Creating database schema. Done setting up database schema. [root at patrol rt-3.6.1]# /opt/rt3/sbin/rt-setup-database --datadir ./etc/upgrade/3.5.1 --dba dbuser --dba-password dbpass --action insert Creating predefined searches...1.2.3.done. Done setting up database content. [root at patrol rt-3.6.1]# /opt/rt3/sbin/rt-setup-database --datadir ./etc/upgrade/3.5.1 --dba root --dba-password xxxxxxxx --action acl Couldn't find ACLS for mysql in ./etc/upgrade/3.5.1 [root at patrol rt-3.6.1]# /opt/rt3/sbin/rt-setup-database --datadir ./etc/upgrade/3.5.1 --dba root --dba-password xxxxxx --action schema Creating database schema. Couldn't find schema file for mysql I can log in OK and all of the open tickets are listed. If I click on any ticket, I get text like the following. I also cannot log out or do anything from there. I'm gathering that I am missing a critical step. HELP! %# BEGIN BPS TAGGED BLOCK {{{ %# %# COPYRIGHT: %# %# This software is Copyright (c) 1996-2006 Best Practical Solutions, LLC %# %# %# (Except where explicitly superseded by other copyright notices) %# %# %# LICENSE: %# %# This work is made available to you under the terms of Version 2 of %# the GNU General Public License. A copy of that license should have %# been provided with this software, but in any event can be snarfed %# from www.gnu.org. %# %# This work is distributed in the hope that it will be useful, but %# WITHOUT ANY WARRANTY; without even the implied warranty of %# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU %# General Public License for more details. %# %# You should have received a copy of the GNU General Public License %# along with this program; if not, write to the Free Software %# Foundation, Inc., 675 Mass Ave, Cambridge, MA 02139, USA. %# %# %# CONTRIBUTION SUBMISSION POLICY: %# %# (The following paragraph is not intended to limit the rights granted %# to you to modify and distribute this software under the terms of %# the GNU General Public License and is only of importance to you if %# you choose to contribute your changes and enhancements to the %# community by submitting them to Best >If you have a look at the RT Tarball, there are some upgrade >instructions. Your best bet is to have a look at the INSTALL file. > From memory it's about point 6 or 7 on there. > >There are a few changes from 3.0 to 3.6.1 but they're relatively >easy to apply. Just a case of running: >% rt-setup-database --datadir /path/to/etc/upgrade/ --dba >dbuser --dba-password dbpass --action insert/act/schema >Sadly you've got 6 version updates to do from 3.0, so they'll be >something like: > >% rt-setup-database --datadir /etc/request-tracker3.6/upgrade/3.1.0 >--dba dbuser --dba-password dbpass --action insert >% rt-setup-database --datadir /etc/request-tracker3.6/upgrade/3.1.0 >--dba dbuser --dba-password dbpass --action acl >% rt-setup-database --datadir /etc/request-tracker3.6/upgrade/3.1.0 >--dba dbuser --dba-password dbpass --action schema > >for each folder. The instructions in the INSTALL file explain it a >bit better than me. From Byron.Jones at zoomit.com.au Thu Sep 7 20:47:56 2006 From: Byron.Jones at zoomit.com.au (Byron Jones) Date: Fri, 8 Sep 2006 08:47:56 +0800 Subject: [rt-users] RT using 100% cpu when opening some tickets Message-ID: <8E581309FC28E949A806BBF685267400230ED7@pony.zoomit.com.au> as i know the ticket that causes this problem, is there some way to get a dump of all the information relating to the ticket? is there a database sanity check? i'm thinking there's some sort of database corruption, maybe a circular link or something. *shrugs* -byron > -----Original Message----- > From: Jesse Vincent [mailto:jesse at bestpractical.com] > Sent: Wednesday, 6 September 2006 10:43 PM > To: Byron Jones > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT using 100% cpu when opening some tickets > > > > > On Wed, Sep 06, 2006 at 03:26:12PM +0800, Byron Jones wrote: > > i'd also like to draw your attention to the massive amount > of memory > > the processes are using. > > Byron, > > Can you tell us a bit more about the hardware and operating > system configuration you're running with? > > > > > > ________________________________ > > > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Byron > > Jones > > Sent: Wednesday, 6 September 2006 3:23 PM > > To: rt-users at lists.bestpractical.com > > Subject: [rt-users] RT using 100% cpu when opening some tickets > > > > > > when we open some tickets on RT 3.6.0 (plan to upgrade > to 3.6.1 when > > i can) the httpd process uses 100% CPU and never stops. > > > > here's what top looks like with two requests to open the same > > ticket: > > > > PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ > > COMMAND > > 17556 httpdnin 25 0 423m 406m 2760 R 99.9 26.8 8:20.84 > > httpd > > 20343 httpdnin 25 0 391m 372m 2624 R 99.6 24.6 2:51.43 > > httpd > > 20429 root 16 0 1968 1108 828 R 0.3 0.1 0:00.04 top > > ... > > > > here's the mysql process list: > > > > | 3 | rt_nintek | localhost | rt_nintek | Query | 290 | > > User lock | SELECT > > GET_LOCK('Apache-Session-8dc6987e94c140bf84fb5fe379594613', 3600) | > > | 5 | rt_nintek | localhost | rt_nintek | Query | 280 | > > User lock | SELECT > > GET_LOCK('Apache-Session-8dc6987e94c140bf84fb5fe379594613', 3600) | > > | 6 | rt_nintek | localhost | rt_nintek | Query | 290 | > > User lock | SELECT > > GET_LOCK('Apache-Session-8dc6987e94c140bf84fb5fe379594613', 3600) | > > | 7 | rt_nintek | localhost | rt_nintek | Query | 203 | > > User lock | SELECT > > GET_LOCK('Apache-Session-db0718c787b8a257d22087a9a99fb51a', 3600) | > > | 8 | rt_nintek | localhost | rt_nintek | Sleep | 193 | > > | NULL > > | > > | 9 | rt_nintek | localhost | rt_nintek | Query | 379 | > > User lock | SELECT > > GET_LOCK('Apache-Session-8dc6987e94c140bf84fb5fe379594613', 3600) | > > | 10 | rt_nintek | localhost | rt_nintek | Query | 413 | > > User lock | SELECT > > GET_LOCK('Apache-Session-8dc6987e94c140bf84fb5fe379594613', 3600) | > > | 11 | rt_nintek | localhost | rt_nintek | Sleep | 193 | > > | NULL > > | > > | 13 | rt_nintek | localhost | rt_nintek | Query | 203 | > > User lock | SELECT > > GET_LOCK('Apache-Session-db0718c787b8a257d22087a9a99fb51a', 3600) | > > | 399 | rt_nintek | localhost | rt_nintek | Query | 236 | > > User lock | SELECT > > GET_LOCK('Apache-Session-8dc6987e94c140bf84fb5fe379594613', 3600) | > > | 400 | rt_nintek | localhost | rt_nintek | Query | 234 | > > User lock | SELECT > > GET_LOCK('Apache-Session-8dc6987e94c140bf84fb5fe379594613', 3600) | > > | 401 | rt_nintek | localhost | rt_nintek | Query | 230 | > > User lock | SELECT > > GET_LOCK('Apache-Session-8dc6987e94c140bf84fb5fe379594613', 3600) | > > | 402 | rt_nintek | localhost | rt_nintek | Query | 203 | > > User lock | SELECT > > GET_LOCK('Apache-Session-db0718c787b8a257d22087a9a99fb51a', 3600) | > > | 403 | rt_nintek | localhost | rt_nintek | Sleep | 2 | > > | NULL > > | > > | 411 | rt_nintek | localhost | rt_nintek | Sleep | 127 | > > | NULL > > | > > | 413 | rt_nintek | localhost | rt_nintek | Sleep | 127 | > > | NULL > > | > > | 415 | rt_nintek | localhost | rt_nintek | Sleep | 47 | > > | NULL > > | > > | 416 | rt_nintek | localhost | rt_nintek | Sleep | 0 | > > | NULL > > | > > | 417 | rt_nintek | localhost | rt_nintek | Sleep | 1 | > > | NULL > > | > > | 418 | rt_nintek | localhost | rt_nintek | Sleep | 1 | > > | NULL > > | > > > > help! > > > > it's at the point now where i have a script that runs > every minute > > killing httpd processes that have been running for a long time with > > high cpu usage. > > > > > > > > [ byron jones > > [ zoom itg "In 3010, the potatoes triumphed" > > [ phone +61 8 9389 5235 - N. Gertler > > > > > > > > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com Commercial support: > > 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 frankie at easyrider.com Thu Sep 7 21:07:06 2006 From: frankie at easyrider.com (Frank Saxton) Date: Thu, 07 Sep 2006 18:07:06 -0700 Subject: [rt-users] RT 3.6.1 install question Message-ID: <7.0.1.0.0.20060907180215.01a3b8b8@easyrider.com> A little more info about my Apache setup (which worked OK with the vanilla 3.6.1 install, although I never tried to actually use it) I'm sure this is a very simple fix to httpd.conf (if I only knew what it was..) NameVirtualHost *:80 ServerAdmin Frankie at Easyrider.com ServerName patrol.vigilancemonitoring.com DocumentRoot /opt/rt3/share/html/ AddDefaultCharset UTF-8 addHandler fastcgi-script .fcgi #ScriptAlias /rt/ /opt/rt3/bin/mason_handler.fcgi/ Options FollowSymLinks ExecCGI AllowOverride None Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images ScriptAlias /rt/ /opt/rt3/bin/mason_handler.fcgi/ FastCgiIpcDir /tmp FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 4 [root at patrol rt-3.6.1]# tail /var/log/httpd/error_log [Thu Sep 07 17:56:49 2006] [notice] Digest: done [Thu Sep 07 17:56:49 2006] [notice] LDAP: Built with OpenLDAP LDAP SDK [Thu Sep 07 17:56:49 2006] [notice] LDAP: SSL support unavailable [Thu Sep 07 17:56:49 2006] [notice] FastCGI: process manager initialized (pid 13840) [Thu Sep 07 17:56:49 2006] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 13841) [Thu Sep 07 17:56:49 2006] [notice] mod_python: Creating 4 session mutexes based on 256 max processes and 0 max threads. [Thu Sep 07 17:56:49 2006] [notice] Apache/2.0.53 (Fedora) configured -- resuming normal operations [Thu Sep 07 17:56:50 2006] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 13850) [Thu Sep 07 17:56:51 2006] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 13853) [Thu Sep 07 17:56:52 2006] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fc From frankie at easyrider.com Thu Sep 7 22:25:59 2006 From: frankie at easyrider.com (Frank Saxton) Date: Thu, 07 Sep 2006 19:25:59 -0700 Subject: [rt-users] RT 3.6.1 install question Message-ID: <7.0.1.0.0.20060907190543.019de598@easyrider.com> OK! I'm making some progress here! I have RT 3.6.1 working just fine, as near as I can tell with all of my 3.0.1 "stuff" imported over. Whew! I really like the new GUI!!!! Much nicer looking Only problem now is that the RT URL is http://192.168.0.3/ instead of http://192.168.0.3/rt like I have it everywhere else. Again, I'm guessing this is a small config setting change somewhere. But where? In /opt/rt3/etc/RT_SiteConfig.pm I see: #Set($WebPath , "/rt"); # Added after I built everything Set($WebPath , ""); Changing the comments on both made no difference. Please tell me I don't need to do the whole database thing over again if I change something in this file! For reference, here is the latest httpd.conf: Alias /rt/ "/opt/rt3/share/html/" Alias /rt "/opt/rt3/share/html/" FastCgiIpcDir /tmp FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 4 NameVirtualHost *:80 ServerAdmin Frankie at Easyrider.com ServerName patrol.vigilancemonitoring.com DocumentRoot /opt/rt3/share/html/ AddDefaultCharset UTF-8 AddHandler fastcgi-script .fcgi ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images Options FollowSymLinks ExecCGI AllowOverride None From info at techspeak.com.au Fri Sep 8 01:49:54 2006 From: info at techspeak.com.au (Neil Hymans - Technically Speaking) Date: Fri, 8 Sep 2006 13:49:54 +0800 Subject: [rt-users] Change queue and owner based on requestor's email address Message-ID: <002601c6d30a$9bc94370$0401010a@lazersafe.com.au> Hi all I'm an absolute RT neophyte, so my apologies in advance. I've trawled through previous listings for solutions to similar requirements, but because I don't speak its programming dialect, I've not been able to successfully adapt things that I've found in the archives. So here's there the requirement: We want to maintain just one customer service email address which goes straight to RT, but would like each ticket to: 1) be assigned to the relevant major customer queue, based on the domain of the requestor's email address. For example, any email originating from "[anyone]@example.com" would go to the queue named "Example". There will also be situations in which we will need to match to an entire email address rather than a domain, so an illustration of this variation would also be helpful. 2) be assigned to the customer's account manager as owner. But remembering my newbie status, I'd be grateful for any suggestions regarding the most efficient way to implement this for maybe 25 cases. Should I create a scrip for each different case, or build all of them into one scrip? I hope all this makes sense and will be very grateful for any assistance you good folk can offer. Thanks & regards Neil (Perth, Western Australia) From rfh at pipex.net Fri Sep 8 07:00:45 2006 From: rfh at pipex.net (Roy El-Hames) Date: Fri, 08 Sep 2006 12:00:45 +0100 Subject: [rt-users] sending ticket attachments via soap Message-ID: <45014D5D.4000203@pipex.net> 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 From timatqems at gmail.com Fri Sep 8 10:27:12 2006 From: timatqems at gmail.com (Tim Hill) Date: Fri, 8 Sep 2006 15:27:12 +0100 Subject: [rt-users] No open or closed tickets displayed In-Reply-To: <44E47075.3070607@ucrwcu.rwc.uc.edu> References: <83cbbb60608170633p4ee8f400ka842a6b7f710f82@mail.gmail.com> <44E47075.3070607@ucrwcu.rwc.uc.edu> Message-ID: <83cbbb60609080727h5e553491v1f0a9d1071544d8f@mail.gmail.com> Hi, As a summary of what I am trying to achieve, I want users (all on-site) to submit their problems via the self service page, and I want them to be able to see their own open and closed tickets. I do not want them to be able to view anyone else's tickets at this stage. I have spent quite a bit of time reading round on this and I am still having no luck, I can't get the test users submitting a ticket to be able to see their own tickets. The tickets are created and can be dealt with, but users can't see them whether they are open or closed tickets. I have even tried giving the requestor group every right available to see if they could view their open and closed tickets, unfortunately I still couldn't get that to work. When I first submitted a mail regarding this issue, users could see any ticket by typing the ticket number into the goto ticket box, but I have managed to stop this happening, although they can't even get to their own tickets in this way any more. My symptoms appear to be the same as couple of very old mails in the archive http://www.gossamer-threads.com/lists/rt/users/8838?search_string=can%27t%20see%20tickets;#8838 http://www.gossamer-threads.com/lists/rt/users/8252?search_string=can%27t%20see%20tickets;#8252 Although due to the age of these requests it is probably unlikely to be the same issue. I changed the rights based on information in the following thread: http://www.gossamer-threads.com/lists/rt/users/54051?search_string=users%20can%27t%20see%20open%20or%20closed%20tickets;#54051 For some reason I still can't get it to work. My current rights settings are as follows: *Global - Everyone* ModifyCustomField ModifySelf SeeCustomField The following rights are all on the required queue *Everyone * CommentOnTicket CreateTicket ModifyTicket ReplyToTicket SeeQueue *Requestor* ReplyToTicket SeeQueue ShowTicket Watch *Owner* ModifyTicket ReplyToTicket ShowTicket Unfortunately when using these permissions and I create a new ticket with a test user, I get the following message: "No permission to view newly created ticket #11. " Can anyone help? Or can anyone direct me to any example configs? I spent quite a bit of time on the wiki going through what all the rights do, I have also bought the RT Essentials book but have so far been unable to get it right. Thanks Tim On 17/08/06, Drew Barnes wrote: > > http://wiki.bestpractical.com/index.cgi?Rights > > Tim Hill wrote: > > Hi, > > > > I installed Ubuntu server (Dapper 6.06), and then followed the > > instructions at http://howtoforums.net/viewtopic.php?t=48 > > regarding how to set up RT. > > > > The software used (Request-Tracker3.4, Apache2, Postfix & > > PostgreSql-7.4) were all installed from packages. > > > > I have logged onto RT as root and created a couple of users, I have > > also created a test queue. The users I have set up can see the general > > queue and the test queue. They can create issues which successfully > > appear on the system, although it is at this point that I run into > > problems. > > > > The users can't see any of their open or closed tickets, but they can > > see any ticket if they enter the ticket number in the search box. > > > > Has anyone seen this (or a similar) problem before? Have you got any > > ideas about what I may need to look at? > > > > Please let me know if I need to provide any other information and I > > will try to get it asap. > > > > Thanks, > > Tim > > ------------------------------------------------------------------------ > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > -- > Drew Barnes > Applications Analyst > Raymond Walters College > University of Cincinnati > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From taylor.andrew.j at gmail.com Fri Sep 8 11:52:01 2006 From: taylor.andrew.j at gmail.com (Drew Taylor) Date: Fri, 8 Sep 2006 11:52:01 -0400 Subject: [rt-users] RT and mysql 5 Message-ID: Has anyone tried running RT with mysql 5.0.x? We're currently running 4.0.x, with an upgrade to 4.1.x coming in the near future. I'm a bit leery of 5.0.x because of the various reports I've heard (JOIN syntax changed, major new version, etc). Thanks, Drew -- ---------------------------------------------------------------- Drew Taylor * Web development & consulting Email: drew at drewtaylor.com * Site implementation & hosting Web : www.drewtaylor.com * perl/mod_perl/DBI/mysql/postgres ---------------------------------------------------------------- From jprouty at cctus.com Fri Sep 8 12:58:21 2006 From: jprouty at cctus.com (Jason Prouty) Date: Fri, 8 Sep 2006 10:58:21 -0600 Subject: [rt-users] Multiple LDAPS Message-ID: <2CC69F840555CB43B04195F218CCB57F01257A@COENGEX01.cctus.com> I have MSActive directory forest with multiple domains. What is the best way to intergrate this? I have LDAP Auth already working for one domain but I can't get authentication for the second domain Set($LDAPExternalAuth, '1'); # Enable LDAP auth Set($LdapServer, "coengad01.cctus.com"); Set($LdapCAFile, undef); Set($LdapUser, 'cn=rtldap,CN=Users,dc=cctus,dc=com'); Set($LdapPass, 'Rt3Password'); #Set($LdapAuthStartTLS, '1'); # Need to use TLS or ldaps to check passwords Set($LdapAuthStartTLS, '0'); # Need to use TLS or ldaps to check passwords #Set($LdapAuthBase, "ou=users,ou=Denver,dc=cctus,dc=com"); Set($LdapAuthBase, "ou=Users,ou=Denver,dc=cctus,dc=com"); Set($LdapAuthUidAttr, 'sAMAccountName'); Set($LdapAuthFilter, '(objectClass=user)'); #Set($LdapMailBase, 'cn=Users,dc=cctus,dc=com'); Set($LdapMailBase, 'ou=Users,ou=Denver,dc=cctus,dc=com'); Set($LdapMailFilter, '(objectClass=user)'); Set($LdapMailScope, 'sub'); Set($LdapMailSearchAttr, 'mail'); %RT::LdapMailResultMap = ( 'sAMAccountName' => 'Name', 'mail' => 'EmailAddress', 'cn' => 'RealName', ); What do need to add for the other domains in my AD? Could I do multiple RT installs and point to the same database? Any thoughts? -------------- next part -------------- An HTML attachment was scrubbed... URL: From bryan at ayesha.phys.virginia.edu Fri Sep 8 12:01:14 2006 From: bryan at ayesha.phys.virginia.edu (Bryan K. Wright) Date: Fri, 08 Sep 2006 12:01:14 -0400 Subject: [rt-users] Query limited to last month? Message-ID: <200609081601.k88G1EOg029276@ayesha.phys.virginia.edu> Hi folks, I'd like to create a query that returns tickets created during the last calendar month. Note that this is different from asking for tickets created during the last, say, 30 days. For examlple, if this is September 2006, I want to create a query in Query Builder that returns all tickets created between August 1 2006 and August 31 2006, inclusive. I'd like to be able to say "Created -> Before -> last day of previous month" and "Created -> After -> first day of previous month", but I can't find anything that works like this. Note that I don't want to hard-code the dates. I want this query to work with any month. Any suggestions? Thanks, Bryan -- ======================================================================== Bryan Wright |"If you take cranberries and stew them like Physics Department | applesauce, they taste much more like prunes University of Virginia | than rhubarb does." -- Groucho Charlottesville, VA 22901| (434) 924-7218 | bryan at virginia.edu ======================================================================== From frankie at easyrider.com Fri Sep 8 13:06:05 2006 From: frankie at easyrider.com (Frank Saxton) Date: Fri, 08 Sep 2006 10:06:05 -0700 Subject: [rt-users] RT 3.6.1 install question In-Reply-To: <60f3c11a0609080923k5c85fd60n81629afa30c2dc6c@mail.gmail.co m> References: <7.0.1.0.0.20060906171221.01b96c30@easyrider.com> <60f3c11a0609070111o5c69118dg5bbd4d47e5f82226@mail.gmail.com> <7.0.1.0.0.20060907164004.01e0e650@Easyrider.com> <60f3c11a0609080923k5c85fd60n81629afa30c2dc6c@mail.gmail.com> Message-ID: <7.0.1.0.0.20060908095254.01d78060@Easyrider.com> Correct. If I had given the mysqladmin root password when asked for a password after invoking make initialize-database, I would have been fine. Hitting return, as the prompt advised me to do) hose me good. There is no recovery from that point except to manually blow away the ./mysql/rt3 subdirectory per the procedure I described earlier. This "RT root" business is very confusing. By default, RT wants to run from the root URL http://localhost. I guess that's fine if the only thing apache does on the server is server up RT connections. But the way it's set up now, fastcgi screws up all of the other web stuff on the server. Apparently, some change was made in RT 3.5 or 3.6 that makes simple aliasing NOT a viable option. I attached a copy of the pertinent httpd.conf entries yesterday. Basically, what I want to do is run RT from http://localhost/rt not http://localhost It looks like RT_SiteConfig: Set($WebPath , "/rt"); would do that but apparently I need to do something to get the chance to take. If I have to rebuild everything just to make this small change, I am going to be very upset. If I change ScriptAlias in httpd.conf to point to "/rt" instead of "/" it breaks RT (but fixes all of the other web sites on the server) I guess what I'm asking is what do I need to do to alias RT from / where it is now to /rt where I want it and get everything to work? If anyone wants to view the problem, on a plain vanilla RT 3.6.1 server, try to view http://localhost/server-status and you'll see what I mean. TIA! At 09:23 AM 9/8/2006, you wrote: >On 9/8/06, Frank Saxton ><frankie at easyrider.com> wrote: >Imported old DB with : >mysql --user=root --password=xxxxx < /home/frankie/rt.sql > > >Just for reference now (seeing as you've got it all working), the >initialize-database script was failing before because you hadn't >given it the MySQL root password - the one that you've specified in >the line I've quoted above. >I can't remember completely, but I seem to recall that the make >initialize-database command asks you for the root password, but you >can initialize-the database with the rt-setup-database command >giving it the action 'init'. >Anyway, you've got it all working now so it's neither here nor there! > >As far as I know, changing the WebPath shouldn't affect RT in any >way, but if RT used to be at /rt and people using it have it >bookmarked, it might just be worth putting a 302 redirect to the new location. > >Good luck and best wishes, > >-- >Regards, > >Andrew Nicols >No virus found in this incoming message. >Checked by AVG Free Edition. >Version: 7.1.405 / Virus Database: 268.12.2/441 - Release Date: 9/7/2006 From rfh at pipex.net Fri Sep 8 13:06:15 2006 From: rfh at pipex.net (Roy El-Hames) Date: Fri, 08 Sep 2006 18:06:15 +0100 Subject: [rt-users] RT and mysql 5 In-Reply-To: References: Message-ID: <4501A307.9000907@pipex.net> I am in development stage upgrade rt to 3.6.1 using mysql 5.0.24 for the past few weeks .. I had no problems yet .. however I have n't done any form of stress testing yet Roy Drew Taylor wrote: > Has anyone tried running RT with mysql 5.0.x? We're currently running > 4.0.x, with an upgrade to 4.1.x coming in the near future. I'm a bit > leery of 5.0.x because of the various reports I've heard (JOIN syntax > changed, major new version, etc). > > Thanks, > Drew From barnesaw at ucrwcu.rwc.uc.edu Fri Sep 8 13:14:59 2006 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 08 Sep 2006 13:14:59 -0400 Subject: [rt-users] RT 3.6.1 install question In-Reply-To: <7.0.1.0.0.20060908095254.01d78060@Easyrider.com> References: <7.0.1.0.0.20060906171221.01b96c30@easyrider.com> <60f3c11a0609070111o5c69118dg5bbd4d47e5f82226@mail.gmail.com> <7.0.1.0.0.20060907164004.01e0e650@Easyrider.com> <60f3c11a0609080923k5c85fd60n81629afa30c2dc6c@mail.gmail.com> <7.0.1.0.0.20060908095254.01d78060@Easyrider.com> Message-ID: <4501A513.6030905@ucrwcu.rwc.uc.edu> "It looks like RT_SiteConfig: Set($WebPath , "/rt"); would do that but apparently I need to do something to get the chance to take. If I have to rebuild everything just to make this small change, I am going to be very upset." service httpd stop rm -rf /rt_dir/var/mason_data/obj* service httpd start This is all over the mailing list archives and the wiki. From Rick.Garland at evolving.com Fri Sep 8 14:05:48 2006 From: Rick.Garland at evolving.com (Rick Garland) Date: Fri, 8 Sep 2006 12:05:48 -0600 Subject: [rt-users] have users change their own passwds w/out configuration access Message-ID: Hi all: RT 3.6.1 on RHEL4 I would like to have privileged users change their own password to access the web interface, but I do not want all privileged users to have access to the configuration tab. Is there a way to do this? 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 frankie at easyrider.com Fri Sep 8 14:35:11 2006 From: frankie at easyrider.com (Frank Saxton) Date: Fri, 08 Sep 2006 11:35:11 -0700 Subject: [rt-users] RT 3.6.1 install question In-Reply-To: <4501A513.6030905@ucrwcu.rwc.uc.edu> References: <7.0.1.0.0.20060906171221.01b96c30@easyrider.com> <60f3c11a0609070111o5c69118dg5bbd4d47e5f82226@mail.gmail.com> <7.0.1.0.0.20060907164004.01e0e650@Easyrider.com> <60f3c11a0609080923k5c85fd60n81629afa30c2dc6c@mail.gmail.com> <7.0.1.0.0.20060908095254.01d78060@Easyrider.com> <4501A513.6030905@ucrwcu.rwc.uc.edu> Message-ID: <7.0.1.0.0.20060908112622.01d98158@Easyrider.com> Drew, I apologize for squandering your valuable time. That made the improvement I was looking for but it's still slightly broken now that it's moved. Everything seems to work OK except if I click a ticket from the home screen "ticket at a glance". I get text like there is a problem with fastcgi. If I click on the same ticket from the ticket screen, it displays correctly Ticket from Home/glance which doesn't work (displays text) http://192.168.0.3/Ticket/Display.html?id=688 Ticket from Tickets/display (which does work): http://192.168.0.3/rt/Ticket/Display.html?id=688 For some reason, this link (http://192.168.0.3/Ticket/*) hasn't picked up the /rt change. As near as I can tell, everything else did. The only change made to RT_SiteConfig.pm: Set($WebPath , "/rt"); #Set($WebPath , ""); httpd.conf: FastCgiIpcDir /tmp FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 4 NameVirtualHost *:80 ServerAdmin Frankie at Easyrider.com ServerName patrol.vigilancemonitoring.com DocumentRoot /opt/rt3/share/html/ AddDefaultCharset UTF-8 AddHandler fastcgi-script .fcgi # ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ ScriptAlias /rt/ /opt/rt3/bin/mason_handler.fcgi/ Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images Options FollowSymLinks ExecCGI AllowOverride None At 10:14 AM 9/8/2006, Drew Barnes wrote: >"It looks like RT_SiteConfig: Set($WebPath , "/rt"); >would do that but apparently I need to do something to get the >chance to take. If I have to rebuild everything just to make this >small change, I am going to be very upset." > >service httpd stop >rm -rf /rt_dir/var/mason_data/obj* >service httpd start > >This is all over the mailing list archives and the wiki. > > >-- >No virus found in this incoming message. >Checked by AVG Free Edition. >Version: 7.1.405 / Virus Database: 268.12.2/441 - Release Date: 9/7/2006 From jesse at bestpractical.com Fri Sep 8 16:48:16 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 8 Sep 2006 16:48:16 -0400 Subject: [rt-users] RT and mysql 5 In-Reply-To: References: Message-ID: <20060908204816.GH10042@bestpractical.com> On Fri, Sep 08, 2006 at 11:52:01AM -0400, Drew Taylor wrote: > Has anyone tried running RT with mysql 5.0.x? We're currently running > 4.0.x, with an upgrade to 4.1.x coming in the near future. I'm a bit > leery of 5.0.x because of the various reports I've heard (JOIN syntax > changed, major new version, etc). We've seen some really poor choices by mysql's query optimizer on 5.0, but it does work. Jesse > Thanks, > Drew > -- > ---------------------------------------------------------------- > Drew Taylor * Web development & consulting > Email: drew at drewtaylor.com * Site implementation & hosting > Web : www.drewtaylor.com * perl/mod_perl/DBI/mysql/postgres > ---------------------------------------------------------------- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 frankie at easyrider.com Fri Sep 8 20:46:18 2006 From: frankie at easyrider.com (Frank Saxton) Date: Fri, 08 Sep 2006 17:46:18 -0700 Subject: [rt-users] RT 3.6.1 install question Message-ID: <7.0.1.0.0.20060908133151.01d78060@easyrider.com> Any thoughts on what might be causing this?: I moved RT from '/' to '/rt' according to the changes listed below. Everything seems to work OK except if I click a ticket from the home screen "ticket at a glance". I get text like there is a problem with fastcgi. If I click on the same ticket from the ticket screen, it displays correctly Ticket from Home/glance which doesn't work (displays text) http://192.168.0.3/Ticket/Display.html?id=688 Ticket from Tickets/display (which does work): http://192.168.0.3/rt/Ticket/Display.html?id=688 For some reason, this link (http://192.168.0.3/Ticket/*) hasn't picked up the /rt change. As near as I can tell, everything else did. This is the line when I do a view source that's wrong: 688Europe circuit outage0Tek-nocopen The only change made to RT_SiteConfig.pm: Set($WebPath , "/rt"); #Set($WebPath , ""); httpd.conf: FastCgiIpcDir /tmp FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 4 NameVirtualHost *:80 ServerAdmin Frankie at Easyrider.com ServerName patrol.vigilancemonitoring.com DocumentRoot /opt/rt3/share/html/ AddDefaultCharset UTF-8 AddHandler fastcgi-script .fcgi # ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ ScriptAlias /rt/ /opt/rt3/bin/mason_handler.fcgi/ Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images Options FollowSymLinks ExecCGI AllowOverride None At 10:14 AM 9/8/2006, Drew Barnes wrote: >"It looks like RT_SiteConfig: Set($WebPath , "/rt"); >would do that but apparently I need to do something to get the >chance to take. If I have to rebuild everything just to make this >small change, I am going to be very upset." > >service httpd stop >rm -rf /rt_dir/var/mason_data/obj* >service httpd start > >This is all over the mailing list archives and the wiki. > > >-- >No virus found in this incoming message. >Checked by AVG Free Edition. >Version: 7.1.405 / Virus Database: 268.12.2/441 - Release Date: 9/7/2006 From ocraig at stillsecure.com Fri Sep 8 21:25:11 2006 From: ocraig at stillsecure.com (Ole Craig) Date: Fri, 08 Sep 2006 19:25:11 -0600 Subject: [rt-users] Query limited to last month? In-Reply-To: <200609081601.k88G1EOg029276@ayesha.phys.virginia.edu> References: <200609081601.k88G1EOg029276@ayesha.phys.virginia.edu> Message-ID: <1157765111.15043.11.camel@hex.latis.com> Bryan - Easiest route would probably be to extend Time::ParseDate to differentiate between "1 month ago" and "last month" -- right now, they both translate to "this time on this day of the month 1 month ago". "This month" does not currently get parsed and I think it ought to be interpreted as "00:0:00 on the first of the current month" when PREFER_PAST is set, and "23:59:59 on the last of the current month" when PREFER_FUTURE is set. Once Time::ParseDate understands those phrases, you can stick them into a time query in RT and it'll Just Work. As a matter of fact, it's something I've been meaning to do also, but it's very low on the list of things slated for action during my Copious Free Time(tm) so at this rate it'll happen sometime around the next millenium... On Fri, 2006-09-08 at 12:01 -0400, Bryan K. Wright wrote: > Hi folks, > > I'd like to create a query that returns tickets created > during the last calendar month. Note that this is different > from asking for tickets created during the last, say, 30 days. > For examlple, if this is September 2006, I want to create a query > in Query Builder that returns all tickets created between > August 1 2006 and August 31 2006, inclusive. > > I'd like to be able to say "Created -> Before -> > last day of previous month" and "Created -> After -> first day > of previous month", but I can't find anything that works like > this. Note that I don't want to hard-code the dates. I want > this query to work with any month. > > Any suggestions? > > Thanks, > Bryan > -- /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 john.habermann at wilderness.org.au Sat Sep 9 03:40:34 2006 From: john.habermann at wilderness.org.au (john habermann) Date: Sat, 9 Sep 2006 17:40:34 +1000 Subject: [rt-users] Showing the description when creating or editing custom fields Message-ID: Hi I am just wondering if anyway could give me any pointers on how I could go about displaying the descriptions of my customfield values. Currently I have a custom field called Urgency that has different values like "Low", "Medium", etc. I would like to be able to allow users to easily see the descriptions associated with these values so they have an understanding of why they should select a particular value. For example "Urgent" might have a description of "Due date is within 5 days so reall needs to be worked on". I was thinking that the easiest way would be the description to be displayed as a mouse over of the name of the value. The problem I am having is that I am struggling to figure out exactly what Mason Element or Elements I need to change. I found a few references to customfields in templates and mail but nothing on the wiki on how to change their presentation in the web interface. Has anyone done anything like this? cheers John -- John Habermann Internet Programmer, System Administrator The Wilderness Society Inc http://www.wilderness.org.au From jokermjs19 at comcast.net Sat Sep 9 22:38:51 2006 From: jokermjs19 at comcast.net (Mathew Snyder) Date: Sat, 09 Sep 2006 22:38:51 -0400 Subject: [rt-users] Added to wishlist in wiki Message-ID: <45037ABB.5000608@comcast.net> * A "Top" link at the bottom of pages that have enough transactions to run the bottom of the ticket off the screen. As people use different resolutions this might be something that appears regardless of how many transactions appear or set to appear for a static number of transactions. -- Mathew Snyder From john.habermann at wilderness.org.au Sat Sep 9 22:58:05 2006 From: john.habermann at wilderness.org.au (john habermann) Date: Sun, 10 Sep 2006 12:58:05 +1000 Subject: [rt-users] Change queue and owner based on requestor's email address In-Reply-To: <002601c6d30a$9bc94370$0401010a@lazersafe.com.au> References: <002601c6d30a$9bc94370$0401010a@lazersafe.com.au> Message-ID: Hi Neil On 9/8/06, Neil Hymans - Technically Speaking wrote: > Hi all > > I'm an absolute RT neophyte, so my apologies in advance. I've trawled > through previous listings for solutions to similar requirements, but because > I don't speak its programming dialect, I've not been able to successfully > adapt things that I've found in the archives. > > So here's there the requirement: > > We want to maintain just one customer service email address which goes > straight to RT, but would like each ticket to: > > 1) be assigned to the relevant major customer queue, based on the domain of > the requestor's email address. For example, any email originating from > "[anyone]@example.com" would go to the queue named "Example". > > There will also be situations in which we will need to match to an entire > email address rather than a domain, so an illustration of this variation > would also be helpful. > > 2) be assigned to the customer's account manager as owner. > > But remembering my newbie status, I'd be grateful for any suggestions > regarding the most efficient way to implement this for maybe 25 cases. > Should I create a scrip for each different case, or build all of them into > one scrip? I am guessing that it would be more efficient to have the check for all the cases in the one scrip but I am a bit of a newbie myself so I might be wrong. It looks like http://wiki.bestpractical.com/index.cgi?SetOwnerAndQueueBySubject matches pretty closely to want you want to do except that the match is based on the subject rather than the requestor address. You would match against the requestor address with something like this: my $T_Obj = $self->TicketObj; my $email = ($self->TicketObj->RequestorAddresses)[0]; if ($email =~ /^[\w\.]+\@(\w+)[\w\.]+/) { my $newqueue = $1; $RT::Logger->debug("newqueue will be $newqueue"); my ($status, $msg) = $T_Obj->SetQueue($newqueue1); unless ($status) { $RT::Logger->warning("unable to set new queue: $msg"); return undef; } } I guess you might want to check in your custom condition code whether the email address of the requestor actually matches a queue that you have set up for a customer and if it hasn't just let it pass through to the main queue. Alternatively you could add a check in the code above to see if the $newqueue already exists in RT and if it doesn't exit and let the request go through to the default queue. By playing around with the regular expression match you would be able to match to a specific email address so you might have to add some additional elsif checks for those cases. Hope this is useful. cheers John > > I hope all this makes sense and will be very grateful for any assistance you > good folk can offer. > > Thanks & regards > > Neil (Perth, Western Australia) > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 hornetmadness at gmail.com Sun Sep 10 09:14:43 2006 From: hornetmadness at gmail.com (Hornet) Date: Sun, 10 Sep 2006 09:14:43 -0400 Subject: [rt-users] Search by time Message-ID: Hello, Is there a way to search the time and date when a ticket has been opened? I need a more fined grained search other then id = '123' AND Created = '9-06-2006' . It seems possible because as I can do Created = '12 hours ago'. -- -Erik- From jra at baylink.com Sun Sep 10 19:08:31 2006 From: jra at baylink.com (Jay R. Ashworth) Date: Sun, 10 Sep 2006 19:08:31 -0400 Subject: [rt-users] Added to wishlist in wiki In-Reply-To: <45037ABB.5000608@comcast.net> References: <45037ABB.5000608@comcast.net> Message-ID: <20060910230831.GA15692@cgi.jachomes.com> On Sat, Sep 09, 2006 at 10:38:51PM -0400, Mathew Snyder wrote: > * A "Top" link at the bottom of pages that have enough transactions to > run the bottom of the ticket off the screen. As people use different > resolutions this might be something that appears regardless of how many > transactions appear or set to appear for a static number of transactions. I've never really understood "Top" links. Are there people whose keyboards don't have "Home" keys? 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 r at elhames.co.uk Sun Sep 10 18:38:19 2006 From: r at elhames.co.uk (Raed El-hames) Date: Sun, 10 Sep 2006 23:38:19 +0100 Subject: [rt-users] Change queue and owner based on requestor's email address References: <002601c6d30a$9bc94370$0401010a@lazersafe.com.au> Message-ID: <008a01c6d529$d09aa910$55c593c3@tiger> Hi Neil; for 2 create in each queue a custom scrip with condition on queue change and action $self->TicketObj->SetOwner('rt user account for account manager') For 1, I would go the mail alias route, I understand you want one customer support email , however for your requirement you'll be better of if each customer have their support mail alias, such as your customer example should email their support requests to example at YourSupportMail.comnetorg, customer example2 will mail example2 at YourSupportMail.comnetorg etc and each if these email aliases will point to the customer queue ie example at YourSupportMail.comnetorg will point to the Example queue, ie you'll have in your mail/alias something like: example: rt-Example+Correspondnce Regards; Roy ----- Original Message ----- From: "Neil Hymans - Technically Speaking" To: Sent: Friday, September 08, 2006 6:49 AM Subject: [rt-users] Change queue and owner based on requestor's email address > Hi all > > I'm an absolute RT neophyte, so my apologies in advance. I've trawled > through previous listings for solutions to similar requirements, but > because > I don't speak its programming dialect, I've not been able to successfully > adapt things that I've found in the archives. > > So here's there the requirement: > > We want to maintain just one customer service email address which goes > straight to RT, but would like each ticket to: > > 1) be assigned to the relevant major customer queue, based on the domain > of > the requestor's email address. For example, any email originating from > "[anyone]@example.com" would go to the queue named "Example". > > There will also be situations in which we will need to match to an entire > email address rather than a domain, so an illustration of this variation > would also be helpful. > > 2) be assigned to the customer's account manager as owner. > > But remembering my newbie status, I'd be grateful for any suggestions > regarding the most efficient way to implement this for maybe 25 cases. > Should I create a scrip for each different case, or build all of them into > one scrip? > > I hope all this makes sense and will be very grateful for any assistance > you > good folk can offer. > > Thanks & regards > > Neil (Perth, Western Australia) > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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: 7.1.405 / Virus Database: 268.12.2/442 - Release Date: 08/09/2006 > > From jokermjs19 at comcast.net Sun Sep 10 22:29:51 2006 From: jokermjs19 at comcast.net (Mathew Snyder) Date: Sun, 10 Sep 2006 22:29:51 -0400 Subject: [rt-users] Added to wishlist in wiki In-Reply-To: <20060910230831.GA15692@cgi.jachomes.com> References: <45037ABB.5000608@comcast.net> <20060910230831.GA15692@cgi.jachomes.com> Message-ID: <4504CA1F.90504@comcast.net> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Jay R. Ashworth wrote: > On Sat, Sep 09, 2006 at 10:38:51PM -0400, Mathew Snyder wrote: >> * A "Top" link at the bottom of pages that have enough transactions to >> run the bottom of the ticket off the screen. As people use different >> resolutions this might be something that appears regardless of how many >> transactions appear or set to appear for a static number of transactions. > > I've never really understood "Top" links. > > Are there people whose keyboards don't have "Home" keys? > > Cheers, > -- jra I've never understood why people need to make snide remarks when they don't need to. Is your brain missing a "This contributes nothing useful" key? Mathew Snyder -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.5 (MingW32) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFFBMofr7cEqtYW7kARAhVAAJ9xSNaJx/l+YzwLYfr6M23CzF8pNgCdFIAA i8CZBVHSqI2ftiLbFzLejO0= =0/+R -----END PGP SIGNATURE----- From jra at baylink.com Sun Sep 10 22:55:57 2006 From: jra at baylink.com (Jay R. Ashworth) Date: Sun, 10 Sep 2006 22:55:57 -0400 Subject: [rt-users] Added to wishlist in wiki In-Reply-To: <4504CA1F.90504@comcast.net> References: <45037ABB.5000608@comcast.net> <20060910230831.GA15692@cgi.jachomes.com> <4504CA1F.90504@comcast.net> Message-ID: <20060911025557.GA16337@cgi.jachomes.com> On Sun, Sep 10, 2006 at 10:29:51PM -0400, Mathew Snyder wrote: > Jay R. Ashworth wrote: > > On Sat, Sep 09, 2006 at 10:38:51PM -0400, Mathew Snyder wrote: > >> * A "Top" link at the bottom of pages that have enough transactions to > >> run the bottom of the ticket off the screen. As people use different > >> resolutions this might be something that appears regardless of how many > >> transactions appear or set to appear for a static number of transactions. > > > > I've never really understood "Top" links. > > > > Are there people whose keyboards don't have "Home" keys? > > I've never understood why people need to make snide remarks when they > don't need to. Is your brain missing a "This contributes nothing > useful" key? The question was perfectly serious, Mathew; no particular need to get pissy about it. 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 lesmikesell at gmail.com Mon Sep 11 00:11:27 2006 From: lesmikesell at gmail.com (Les Mikesell) Date: Sun, 10 Sep 2006 23:11:27 -0500 Subject: [rt-users] Added to wishlist in wiki In-Reply-To: <20060911025557.GA16337@cgi.jachomes.com> References: <45037ABB.5000608@comcast.net> <20060910230831.GA15692@cgi.jachomes.com> <4504CA1F.90504@comcast.net> <20060911025557.GA16337@cgi.jachomes.com> Message-ID: <1157947887.14728.3.camel@les-home.futuresource.com> On Sun, 2006-09-10 at 21:55, Jay R. Ashworth wrote: > > >> * A "Top" link at the bottom of pages that have enough transactions to > > >> run the bottom of the ticket off the screen. As people use different > > >> resolutions this might be something that appears regardless of how many > > >> transactions appear or set to appear for a static number of transactions. > > > > > > I've never really understood "Top" links. > > > > > > Are there people whose keyboards don't have "Home" keys? > > > > I've never understood why people need to make snide remarks when they > > don't need to. Is your brain missing a "This contributes nothing > > useful" key? > > The question was perfectly serious, Mathew; no particular need to get > pissy about it. Then the answer is that your hand may not be on the keyboard. It's often nicer to use the mouse scroll wheel to move around in a long page and clicking a link is a natural operation. -- Les Mikesell lesmikesell at gmail.com From adam.clarke at strategicdata.com.au Mon Sep 11 00:20:34 2006 From: adam.clarke at strategicdata.com.au (Adam Clarke) Date: Mon, 11 Sep 2006 14:20:34 +1000 Subject: [rt-users] Added to wishlist in wiki In-Reply-To: <20060911025557.GA16337@cgi.jachomes.com> References: <45037ABB.5000608@comcast.net> <20060910230831.GA15692@cgi.jachomes.com> <4504CA1F.90504@comcast.net> <20060911025557.GA16337@cgi.jachomes.com> Message-ID: <836DDCF5-92BC-4DA0-9D3D-D01A7F9F5225@strategicdata.com.au> On 11/09/2006, at 12:55 PM, Jay R. Ashworth wrote: > On Sun, Sep 10, 2006 at 10:29:51PM -0400, Mathew Snyder wrote: > >> Jay R. Ashworth wrote: >> >>> On Sat, Sep 09, 2006 at 10:38:51PM -0400, Mathew Snyder wrote: >>> >>>> * A "Top" link at the bottom of pages that have enough >>>> transactions to >>>> run the bottom of the ticket off the screen. As people use >>>> different >>>> resolutions this might be something that appears regardless of >>>> how many >>>> transactions appear or set to appear for a static number of >>>> transactions. >>>> >>> >>> I've never really understood "Top" links. >>> >>> Are there people whose keyboards don't have "Home" keys? >>> >> >> I've never understood why people need to make snide remarks when they >> don't need to. Is your brain missing a "This contributes nothing >> useful" key? >> > > The question was perfectly serious, Mathew; no particular need to get > pissy about it. > Many users do not use their keyboard for page navigation. A "Top" link provides a mouse friendly alternative that is clearly associated with the viewed page. -- Adam Clarke www.strategicdata.com.au From theo at flame.co.za Mon Sep 11 03:31:25 2006 From: theo at flame.co.za (Theo Kramer) Date: Mon, 11 Sep 2006 09:31:25 +0200 Subject: [rt-users] RT 3.6 performance problems In-Reply-To: <20060826132803.GG975@bestpractical.com> References: <20060821215538.GL975@bestpractical.com> <1156216480.2445.7.camel@josh> <20060822033959.GR975@bestpractical.com> <1156220328.2445.12.camel@josh> <20060822042234.GS975@bestpractical.com> <1156434653.26925.21.camel@theo-laptop.int.coza.net.za> <20060824155623.GG975@bestpractical.com> <1156507019.2446.21.camel@theo-laptop.int.coza.net.za> <20060825154708.GW975@bestpractical.com> <1156582659.2405.5.camel@josh> <20060826132803.GG975@bestpractical.com> Message-ID: <1157959886.2433.7.camel@theo-laptop.int.coza.net.za> Apologies for the length of time in responding on this - been away for a while. On Sat, 2006-08-26 at 09:28 -0400, Jesse Vincent wrote: > > > On Sat, Aug 26, 2006 at 10:57:38AM +0200, Theo Kramer wrote: > > On Fri, 2006-08-25 at 11:47 -0400, Jesse Vincent wrote: > > > > > > > > > On Fri, Aug 25, 2006 at 01:56:59PM +0200, Theo Kramer wrote: > > > > On Thu, 2006-08-24 at 11:56 -0400, Jesse Vincent wrote: > > > > > > > > > Send this to the list: > > > > > > > > > > SELECT * FROM ACL WHERE RightName = 'OwnTicket'; > > > > > > > > > > > Next up: > > > SELECT * from Groups where id = 11; > > ACL > > | 123 | Group | 3 | OwnTicket | RT::Queue | 13 | 0 | 0 | > > > mysql> SELECT * from Groups where id = 3; > > +----+------+------------------------------+----------------+----------+----------+ > > | id | Name | Description | Domain | Type | Instance | > > +----+------+------------------------------+----------------+----------+----------+ > > | 3 | | Pseudogroup for internal use | SystemInternal | Everyone | 0 | > > +----+------+------------------------------+----------------+----------+----------+ > > > SELECT * from Groups where id = 3; > > > > Attached. So here it seems that Everyone has 'OwnTicket' for id 3 but it > > is either not visible in the http interface or it eludes me... > > Nope. Queue 13. What's Queue 13? select Name,Created,LastUpdated,Disabled from Queues where id = 13; +---------+---------------------+---------------------+----------+ | Name | Created | LastUpdated | Disabled | +---------+---------------------+---------------------+----------+ | testing | 2001-10-03 06:46:42 | 2002-03-04 10:16:24 | 1 | +---------+---------------------+---------------------+----------+ 1 row in set (0.00 sec) -- Regards Theo From rfh at pipex.net Mon Sep 11 05:16:43 2006 From: rfh at pipex.net (Roy El-Hames) Date: Mon, 11 Sep 2006 10:16:43 +0100 Subject: [rt-users] have users change their own passwds w/out configuration access In-Reply-To: References: Message-ID: <4505297B.9010301@pipex.net> Users wont need the configuration tab, all users can change their password from the preferences page .. available to both priv and unpriv users via the selfservice inerface. Roy Rick Garland wrote: > Hi all: > > RT 3.6.1 on RHEL4 > > I would like to have privileged users change their own password to > access the web interface, but I do not want all privileged users to have > access to the > configuration tab. Is there a way to do this? > > 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 From jesse at bestpractical.com Mon Sep 11 06:32:54 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 11 Sep 2006 06:32:54 -0400 Subject: [rt-users] RT 3.6 performance problems In-Reply-To: <1157959886.2433.7.camel@theo-laptop.int.coza.net.za> References: <20060822033959.GR975@bestpractical.com> <1156220328.2445.12.camel@josh> <20060822042234.GS975@bestpractical.com> <1156434653.26925.21.camel@theo-laptop.int.coza.net.za> <20060824155623.GG975@bestpractical.com> <1156507019.2446.21.camel@theo-laptop.int.coza.net.za> <20060825154708.GW975@bestpractical.com> <1156582659.2405.5.camel@josh> <20060826132803.GG975@bestpractical.com> <1157959886.2433.7.camel@theo-laptop.int.coza.net.za> Message-ID: <20060911103250.GR10042@bestpractical.com> Ok. Via RT's webui, what rights does the "Everyone" group have on your Testing queue? On Mon, Sep 11, 2006 at 09:31:25AM +0200, Theo Kramer wrote: > Apologies for the length of time in responding on this - been away for a > while. SELECT * FROM ACL WHERE RightName = 'OwnTicket'; | 123 | Group | 3 | OwnTicket | RT::Queue | 13 | 0 | 0 | SELECT * from Groups where id = 3; | 3 | | Pseudogroup for internal use | SystemInternal | Everyone | 0 | select Name,Created,LastUpdated,Disabled from Queues where id = 13; | testing | 2001-10-03 06:46:42 | 2002-03-04 10:16:24 | 1 | -- From theo at flame.co.za Mon Sep 11 07:19:05 2006 From: theo at flame.co.za (Theo Kramer) Date: Mon, 11 Sep 2006 13:19:05 +0200 Subject: [rt-users] RT 3.6 performance problems In-Reply-To: <20060911103250.GR10042@bestpractical.com> References: <20060822033959.GR975@bestpractical.com> <1156220328.2445.12.camel@josh> <20060822042234.GS975@bestpractical.com> <1156434653.26925.21.camel@theo-laptop.int.coza.net.za> <20060824155623.GG975@bestpractical.com> <1156507019.2446.21.camel@theo-laptop.int.coza.net.za> <20060825154708.GW975@bestpractical.com> <1156582659.2405.5.camel@josh> <20060826132803.GG975@bestpractical.com> <1157959886.2433.7.camel@theo-laptop.int.coza.net.za> <20060911103250.GR10042@bestpractical.com> Message-ID: <1157973545.2433.38.camel@theo-laptop.int.coza.net.za> On Mon, 2006-09-11 at 06:32 -0400, Jesse Vincent wrote: > Ok. Via RT's webui, what rights does the "Everyone" group have on your > Testing queue? Selecting Configuration -> Queues I get the following (after enabling 'Include disabled queues in listing') * accounts * ect * ect-bounce * ect-comments * faxin * form 5 * legal * messages * support * techsupport * testing * testq * TestQ1 * ___Approvals Then selecting testing and viewing Group Rights I see that System Group 'Everyone' has 'OwnTicket' enabled... So the problem appears due to a disabled Queue having the OwnTicket right for EveryOne ... Re-ran the query and now instead of 100000+ lines I get 21 lines :) Very much appreciated - many thanks. > On Mon, Sep 11, 2006 at 09:31:25AM +0200, Theo Kramer wrote: > > Apologies for the length of time in responding on this - been away for a > > while. > > SELECT * FROM ACL WHERE RightName = 'OwnTicket'; > | 123 | Group | 3 | OwnTicket | RT::Queue | 13 | 0 | 0 | > SELECT * from Groups where id = 3; > | 3 | | Pseudogroup for internal use | SystemInternal | Everyone | 0 | > > select Name,Created,LastUpdated,Disabled from Queues where id = 13; > | testing | 2001-10-03 06:46:42 | 2002-03-04 10:16:24 | 1 | > -- Regards Theo From jrudowski at paddypower.com Mon Sep 11 09:36:12 2006 From: jrudowski at paddypower.com (Jacek Rudowski) Date: Mon, 11 Sep 2006 14:36:12 +0100 Subject: [rt-users] How to reopen resolved ticket with customer mail? Message-ID: Hello, Another day, another problem... What and how should I change to have tickets reopened automatically when customer sends reply to mail from our support? Regards Jacek Rudowski ________________________________________________________________________ Privileged, confidential and/or copyright information may be contained in this communication. This e-mail and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended addressee, you may not copy, forward, disclose or otherwise use this e-mail or any part of it in any way whatsoever. To do so is prohibited and may be unlawful. If you have received this email in error please notify the sender immediately. Paddy Power PLC may monitor the content of e-mail sent and received for the purpose of ensuring compliance with its policies and procedures. ________________________________________________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: From HERZIG at fnplzen.cz Mon Sep 11 10:00:59 2006 From: HERZIG at fnplzen.cz (Herzig Petr) Date: Mon, 11 Sep 2006 16:00:59 +0200 Subject: [rt-users] order by custom field Message-ID: Hi, I have problem with ORDER BY custom field in searching tickets. Tickets are not sorted by chosen custom field. I have RT 3.6.1 on debian sarge 2.6.8-2. Does anybody know why? Thanks for help. Peter From oliveros at cpqd.com.br Mon Sep 11 10:15:28 2006 From: oliveros at cpqd.com.br (Dario Luis Coneglian Oliveros) Date: Mon, 11 Sep 2006 11:15:28 -0300 Subject: [rt-users] RT and mysql 5 In-Reply-To: References: Message-ID: <45056F80.8010401@cpqd.com.br> I am running RT 3.6.1 with MySQL 5.0.24 and had no problem so far. D?rio Drew Taylor wrote: > Has anyone tried running RT with mysql 5.0.x? We're currently running > 4.0.x, with an upgrade to 4.1.x coming in the near future. I'm a bit > leery of 5.0.x because of the various reports I've heard (JOIN syntax > changed, major new version, etc). > > Thanks, > Drew From jrudowski at paddypower.com Mon Sep 11 10:57:56 2006 From: jrudowski at paddypower.com (Jacek Rudowski) Date: Mon, 11 Sep 2006 15:57:56 +0100 Subject: [rt-users] How to reopen resolved ticket with customer mail? Message-ID: I suppose that it should be default action in RT - but what could be a reason for not doing that? The only action in most of cases is new correspondence added in history, but ticket is still marked as resolved instead become re-opened. Any idea? Regards Jacek Rudowski ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jacek Rudowski Sent: 11 September 2006 14:36 To: rt-users at lists.bestpractical.com Subject: [rt-users] How to reopen resolved ticket with customer mail? Hello, Another day, another problem... What and how should I change to have tickets reopened automatically when customer sends reply to mail from our support? Regards Jacek Rudowski ________________________________________________________________________ Privileged, confidential and/or copyright information may be contained in this communication. This e-mail and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended addressee, you may not copy, forward, disclose or otherwise use this e-mail or any part of it in any way whatsoever. To do so is prohibited and may be unlawful. If you have received this email in error please notify the sender immediately. Paddy Power PLC may monitor the content of e-mail sent and received for the purpose of ensuring compliance with its policies and procedures. ________________________________________________________________________ ________________________________________________________________________ Privileged, confidential and/or copyright information may be contained in this communication. This e-mail and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended addressee, you may not copy, forward, disclose or otherwise use this e-mail or any part of it in any way whatsoever. To do so is prohibited and may be unlawful. If you have received this email in error please notify the sender immediately. Paddy Power PLC may monitor the content of e-mail sent and received for the purpose of ensuring compliance with its policies and procedures. ________________________________________________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: From ESchultz at corp.untd.com Mon Sep 11 11:06:37 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Mon, 11 Sep 2006 08:06:37 -0700 Subject: [rt-users] Search by time Message-ID: <5613F89D78D2F545A40423EBA5535C3011ECA5EA@LAXEVS01.lax.corp.int.untd.com> > Is there a way to search the time and date when a ticket has been > opened? I need a more fined grained search other then id = '123' AND > Created = '9-06-2006' . It seems possible because as I can do Created > = '12 hours ago'. I believe that all the date/time query parameters just use MySQL-ish time values. So if you wanted something created after noon but before 3 PM on 9/6: Created > '2006-09-06 12:00:00' AND Created < '2006-09-06 15:00:00' Eric Schultz United Online From rfh at pipex.net Mon Sep 11 11:29:08 2006 From: rfh at pipex.net (Roy El-Hames) Date: Mon, 11 Sep 2006 16:29:08 +0100 Subject: [rt-users] How to reopen resolved ticket with customer mail? In-Reply-To: References: Message-ID: <450580C4.4060103@pipex.net> I don't *think* its default behaviour, you'll need to create global scrip with On Correspondence as Condition and action similar to: If ($self->TicketObj->Status eq 'resolved' { $self->TicketObj->SetStatus('open') } Regards; Roy Jacek Rudowski wrote: > I suppose that it should be default action in RT - but what could be a > reason for not doing that? > > The only action in most of cases is new correspondence added in history, > but ticket is still marked as resolved instead become re-opened. > > Any idea? > > > > Regards > > Jacek Rudowski > > > > ________________________________ > > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jacek > Rudowski > Sent: 11 September 2006 14:36 > To: rt-users at lists.bestpractical.com > Subject: [rt-users] How to reopen resolved ticket with customer mail? > > > > Hello, > > > > Another day, another problem... > > > > What and how should I change to have tickets reopened automatically when > customer sends > > reply to mail from our support? > > > > Regards > > Jacek Rudowski > > > > > ________________________________________________________________________ > Privileged, confidential and/or copyright information may be contained > in this communication. This e-mail and any files transmitted with it are > confidential and intended solely for the use of the individual or entity > to whom they are addressed. If you are not the intended addressee, you > may not copy, forward, disclose or otherwise use this e-mail or any part > of it in any way whatsoever. To do so is prohibited and may be unlawful. > If you have received this email in error > please notify the sender immediately. > > Paddy Power PLC may monitor the content of e-mail sent and received for > the purpose of ensuring compliance with its policies and procedures. > ________________________________________________________________________ > > > ________________________________________________________________________ > Privileged, confidential and/or copyright information may be contained in this communication. This e-mail and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended addressee, you may not copy, forward, disclose or otherwise use this e-mail or any part of it in any way whatsoever. To do so is prohibited and may be unlawful. If you have received this email in error > please notify the sender immediately. > > Paddy Power PLC may monitor the content of e-mail sent and received for the purpose of ensuring compliance with its policies and procedures. > ________________________________________________________________________ > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From jesse at bestpractical.com Mon Sep 11 12:23:15 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 11 Sep 2006 12:23:15 -0400 Subject: [rt-users] How to reopen resolved ticket with customer mail? In-Reply-To: <450580C4.4060103@pipex.net> References: <450580C4.4060103@pipex.net> Message-ID: <20060911162315.GA10042@bestpractical.com> On Mon, Sep 11, 2006 at 04:29:08PM +0100, Roy El-Hames wrote: > I don't *think* its default behaviour, you'll need to create global > scrip with On Correspondence as Condition and action similar to: On Correspond Open Tickets with template Blank should be the default, no? > If ($self->TicketObj->Status eq 'resolved' { > $self->TicketObj->SetStatus('open') > } > Regards; > Roy > > Jacek Rudowski wrote: > >I suppose that it should be default action in RT - but what could be a > >reason for not doing that? > > > >The only action in most of cases is new correspondence added in history, > >but ticket is still marked as resolved instead become re-opened. > > > >Any idea? > > > > > > > >Regards > > > >Jacek Rudowski > > > > > > > >________________________________ > > > >From: rt-users-bounces at lists.bestpractical.com > >[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jacek > >Rudowski > >Sent: 11 September 2006 14:36 > >To: rt-users at lists.bestpractical.com > >Subject: [rt-users] How to reopen resolved ticket with customer mail? > > > > > > > >Hello, > > > > > > > >Another day, another problem... > > > > > > > >What and how should I change to have tickets reopened automatically when > >customer sends > > > >reply to mail from our support? > > > > > > > >Regards > > > >Jacek Rudowski > > > > > > > > > >________________________________________________________________________ > >Privileged, confidential and/or copyright information may be contained > >in this communication. This e-mail and any files transmitted with it are > >confidential and intended solely for the use of the individual or entity > >to whom they are addressed. If you are not the intended addressee, you > >may not copy, forward, disclose or otherwise use this e-mail or any part > >of it in any way whatsoever. To do so is prohibited and may be unlawful. > >If you have received this email in error > >please notify the sender immediately. > > > >Paddy Power PLC may monitor the content of e-mail sent and received for > >the purpose of ensuring compliance with its policies and procedures. > >________________________________________________________________________ > > > > > >________________________________________________________________________ > >Privileged, confidential and/or copyright information may be contained in > >this communication. This e-mail and any files transmitted with it are > >confidential and intended solely for the use of the individual or entity > >to whom they are addressed. If you are not the intended addressee, you may > >not copy, forward, disclose or otherwise use this e-mail or any part of it > >in any way whatsoever. To do so is prohibited and may be unlawful. If you > >have received this email in error please notify the sender immediately. > > > >Paddy Power PLC may monitor the content of e-mail sent and received for > >the purpose of ensuring compliance with its policies and procedures. > >________________________________________________________________________ > > > >------------------------------------------------------------------------ > > > >_______________________________________________ > >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > >Community help: http://wiki.bestpractical.com > >Commercial support: sales at bestpractical.com > > > > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >Buy a copy at http://rtbook.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Sep 11 12:38:25 2006 From: rfh at pipex.net (Roy El-Hames) Date: Mon, 11 Sep 2006 17:38:25 +0100 Subject: [rt-users] How to reopen resolved ticket with customer mail? In-Reply-To: <20060911162315.GA10042@bestpractical.com> References: <450580C4.4060103@pipex.net> <20060911162315.GA10042@bestpractical.com> Message-ID: <45059101.1090502@pipex.net> Jesse; My understanding the question is about will RT default to re-open a resolved ticket when a new correspondence comes in .. in my systems production rt-3.4.4 and dev 3.6.1 this does n't happen (and never happened in any version of RT I used starting from 3.0.11) .. is there something I am missing/wrong in my systems? Roy Jesse Vincent wrote: > > On Mon, Sep 11, 2006 at 04:29:08PM +0100, Roy El-Hames wrote: > >> I don't *think* its default behaviour, you'll need to create global >> scrip with On Correspondence as Condition and action similar to: >> > > On Correspond Open Tickets with template Blank should be the default, > no? > > > >> If ($self->TicketObj->Status eq 'resolved' { >> $self->TicketObj->SetStatus('open') >> } >> Regards; >> Roy >> >> Jacek Rudowski wrote: >> >>> I suppose that it should be default action in RT - but what could be a >>> reason for not doing that? >>> >>> The only action in most of cases is new correspondence added in history, >>> but ticket is still marked as resolved instead become re-opened. >>> >>> Any idea? >>> >>> >>> >>> Regards >>> >>> Jacek Rudowski >>> >>> >>> >>> ________________________________ >>> >>> From: rt-users-bounces at lists.bestpractical.com >>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jacek >>> Rudowski >>> Sent: 11 September 2006 14:36 >>> To: rt-users at lists.bestpractical.com >>> Subject: [rt-users] How to reopen resolved ticket with customer mail? >>> >>> >>> >>> Hello, >>> >>> >>> >>> Another day, another problem... >>> >>> >>> >>> What and how should I change to have tickets reopened automatically when >>> customer sends >>> >>> reply to mail from our support? >>> >>> >>> >>> Regards >>> >>> Jacek Rudowski >>> >>> >>> >>> >>> ________________________________________________________________________ >>> Privileged, confidential and/or copyright information may be contained >>> in this communication. This e-mail and any files transmitted with it are >>> confidential and intended solely for the use of the individual or entity >>> to whom they are addressed. If you are not the intended addressee, you >>> may not copy, forward, disclose or otherwise use this e-mail or any part >>> of it in any way whatsoever. To do so is prohibited and may be unlawful. >>> If you have received this email in error >>> please notify the sender immediately. >>> >>> Paddy Power PLC may monitor the content of e-mail sent and received for >>> the purpose of ensuring compliance with its policies and procedures. >>> ________________________________________________________________________ >>> >>> >>> ________________________________________________________________________ >>> Privileged, confidential and/or copyright information may be contained in >>> this communication. This e-mail and any files transmitted with it are >>> confidential and intended solely for the use of the individual or entity >>> to whom they are addressed. If you are not the intended addressee, you may >>> not copy, forward, disclose or otherwise use this e-mail or any part of it >>> in any way whatsoever. To do so is prohibited and may be unlawful. If you >>> have received this email in error please notify the sender immediately. >>> >>> Paddy Power PLC may monitor the content of e-mail sent and received for >>> the purpose of ensuring compliance with its policies and procedures. >>> ________________________________________________________________________ >>> >>> ------------------------------------------------------------------------ >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 Mon Sep 11 12:39:28 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 11 Sep 2006 12:39:28 -0400 Subject: [rt-users] How to reopen resolved ticket with customer mail? In-Reply-To: <45059101.1090502@pipex.net> References: <450580C4.4060103@pipex.net> <20060911162315.GA10042@bestpractical.com> <45059101.1090502@pipex.net> Message-ID: <20060911163928.GD10042@bestpractical.com> On Mon, Sep 11, 2006 at 05:38:25PM +0100, Roy El-Hames wrote: > Jesse; > My understanding the question is about will RT default to re-open a > resolved ticket when a new correspondence comes in .. in my systems > production rt-3.4.4 and dev 3.6.1 this does n't happen (and never > happened in any version of RT I used starting from 3.0.11) .. is there > something I am missing/wrong in my systems? RT ships with a default scrip to do just that. Unless you've removed it, it should do so. > Roy > From k.orisanaiye at mobile-objects.net Mon Sep 11 12:55:57 2006 From: k.orisanaiye at mobile-objects.net (Kehinde Orisanaiye) Date: Mon, 11 Sep 2006 17:55:57 +0100 Subject: [rt-users] How to Downgrade Perl Module (Mason) Message-ID: <1737c4e70609110955x5e90fd5ek32278da2b93782a1@mail.gmail.com> I have to work on an existing RT system but in order for me to ensure that i did not break anything, I have been working on building a development RT system. The installation is now complete but i keep having the following error. *System error* *error:* mkdir /opt/rt3/var/mason_data/obj/3906979773: Permission denied at /usr/local/share/perl/5.8.4/HTML/Mason/Compiler/ToObject.pm line 102 *context:* *...* *82:* # whether they should generate a full stack trace (confess() and cluck()) *83:* # or simply report the caller's package (croak() and carp()), respectively. *84:* # confess() and croak() die, carp() and cluck() warn. *85:* *86:* sub croak { die shortmess @_ } *87:* sub confess { die longmess @_ } *88:* sub carp { warn shortmess @_ } *89:* sub cluck { warn longmess @_ } *90:* Now, i have searched through previouse threads and i have seen the soluotion as downgrading Mason 1.30 that i have now to 1.28. PLEASE CAN SOMEONE HELP ON THIS, I DID NOT KNOW HOW TO DOWNGRADE TO 1.28. Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From JSPECK at transunion.com Mon Sep 11 12:36:47 2006 From: JSPECK at transunion.com (Jon Speck Jr.) Date: Mon, 11 Sep 2006 11:36:47 -0500 Subject: [rt-users] RT and mysql 5 Message-ID: I am running RT 3.6.0 with MySQL 5.0.21 and Apache 2.2.2 with no issues to date. Jon Drew Taylor wrote: > Has anyone tried running RT with mysql 5.0.x? We're currently running > 4.0.x, with an upgrade to 4.1.x coming in the near future. I'm a bit > leery of 5.0.x because of the various reports I've heard (JOIN syntax > changed, major new version, etc). > > Thanks, > Drew _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 vivek at khera.org Mon Sep 11 13:27:57 2006 From: vivek at khera.org (Vivek Khera) Date: Mon, 11 Sep 2006 13:27:57 -0400 Subject: [rt-users] How to reopen resolved ticket with customer mail? In-Reply-To: <45059101.1090502@pipex.net> References: <450580C4.4060103@pipex.net> <20060911162315.GA10042@bestpractical.com> <45059101.1090502@pipex.net> Message-ID: <00188F23-83B4-444C-8095-B17528CCEF80@khera.org> On Sep 11, 2006, at 12:38 PM, Roy El-Hames wrote: > My understanding the question is about will RT default to re-open a > resolved ticket when a new correspondence comes in .. in my systems > production rt-3.4.4 and dev 3.6.1 this does n't happen (and never > happened in any version of RT I used starting from 3.0.11) .. is > there something I am missing/wrong in my systems? must be, since it has *always* worked this way by default for me since version 2.mumble. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2530 bytes Desc: not available URL: From frankie at easyrider.com Mon Sep 11 13:09:52 2006 From: frankie at easyrider.com (Frank Saxton) Date: Mon, 11 Sep 2006 10:09:52 -0700 Subject: [rt-users] Moving RT off of the root URL Message-ID: <7.0.1.0.0.20060911095913.01d95628@Easyrider.com> I have a new installation of RT 3.6.1 on RHEL 4.0 that is working perfectly, as near as I can tell. It's a 99% vanilla install with the only difference being that I migrated my RT 3.0.1 database onto the new server. Apparently, there has been a change since RT 3.4 that makes it more difficult to move RT from http://host.com/ to something like http://host.com/rt Used to be, a simple alias in httpd.conf would do it. It seems to me that having the RT ScriptAlias pointing to root is a fundamentally bad idea unless RT is the only apache site that is going to run on the server. In my case, doing this broke all of the PHP and HTML sites! I presume someone has already solved this problem. I would be grateful if someone could point me to the detailed information on what I need to do to make this change. I have spent the better part of the last weekend experimenting with RT_SiteConfig.pm and httpd.conf without much success. I've gotten it to mostly move over but there were functions that still weren't right. A complete, detailed, tested. "official" procedure would be hugely appreciated at this point TIA! From taylor.andrew.j at gmail.com Mon Sep 11 14:03:52 2006 From: taylor.andrew.j at gmail.com (Drew Taylor) Date: Mon, 11 Sep 2006 14:03:52 -0400 Subject: [rt-users] RT and mysql 5 In-Reply-To: References: Message-ID: If you can share, how many tickets are in your database and what hardware mysql is running on? Currently we're ~250k tickets (with lots of large attachments) and 4x Xeon @3GHz w/ 2GB RAM. The upgrade will add more RAM. Thanks, Drew On 9/11/06, Jon Speck Jr. wrote: > I am running RT 3.6.0 with MySQL 5.0.21 and Apache 2.2.2 with no issues > to date. > Jon > > Drew Taylor wrote: > > > Has anyone tried running RT with mysql 5.0.x? We're currently > running > > 4.0.x, with an upgrade to 4.1.x coming in the near future. I'm a bit > > leery of 5.0.x because of the various reports I've heard (JOIN > syntax > > changed, major new version, etc). -- ---------------------------------------------------------------- Drew Taylor * Web development & consulting Email: drew at drewtaylor.com * Site implementation & hosting Web : www.drewtaylor.com * perl/mod_perl/DBI/mysql/postgres ---------------------------------------------------------------- From KFCrocker at lbl.gov Mon Sep 11 14:04:46 2006 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 11 Sep 2006 11:04:46 -0700 Subject: [rt-users] No open or closed tickets displayed In-Reply-To: <83cbbb60609080727h5e553491v1f0a9d1071544d8f@mail.gmail.com> References: <83cbbb60608170633p4ee8f400ka842a6b7f710f82@mail.gmail.com> <44E47075.3070607@ucrwcu.rwc.uc.edu> <83cbbb60609080727h5e553491v1f0a9d1071544d8f@mail.gmail.com> Message-ID: <4505A53E.1000401@lbl.gov> Tim, Although we would grant the rights a little differently (we usually grant SeeQueue along with ShowTicket and grant SeeOutgoingMail to everyone on a global basis), I was wondering if the any of the users (your requestors) are set up as privileged users. If not, then the rights you grant to roles won't be applied to them as users. Kenn LBNL Tim Hill wrote: > Hi, > > As a summary of what I am trying to achieve, I want users (all on-site) > to submit their problems via the self service page, and I want them to > be able to see their own open and closed tickets. I do not want them to > be able to view anyone else's tickets at this stage. > > I have spent quite a bit of time reading round on this and I am still > having no luck, I can't get the test users submitting a ticket to be > able to see their own tickets. The tickets are created and can be dealt > with, but users can't see them whether they are open or closed tickets. > > I have even tried giving the requestor group every right available to > see if they could view their open and closed tickets, unfortunately I > still couldn't get that to work. > > When I first submitted a mail regarding this issue, users could see any > ticket by typing the ticket number into the goto ticket box, but I have > managed to stop this happening, although they can't even get to their > own tickets in this way any more. > > My symptoms appear to be the same as couple of very old mails in the > archive > > http://www.gossamer-threads.com/lists/rt/users/8838?search_string=can%27t%20see%20tickets;#8838 > > http://www.gossamer-threads.com/lists/rt/users/8252?search_string=can%27t%20see%20tickets;#8252 > Although due to the age of these requests it is probably unlikely to be > the same issue. > > I changed the rights based on information in the following thread: > http://www.gossamer-threads.com/lists/rt/users/54051?search_string=users%20can%27t%20see%20open%20or%20closed%20tickets;#54051 > > For some reason I still can't get it to work. My current rights settings > are as follows: > *Global - Everyone* > ModifyCustomField > ModifySelf > SeeCustomField > > The following rights are all on the required queue > *Everyone * > CommentOnTicket > CreateTicket > ModifyTicket > ReplyToTicket > SeeQueue > > *Requestor* > ReplyToTicket > SeeQueue > ShowTicket > Watch > > *Owner* > ModifyTicket > ReplyToTicket > ShowTicket > > Unfortunately when using these permissions and I create a new ticket > with a test user, I get the following message: > "No permission to view newly created ticket #11. " > > Can anyone help? Or can anyone direct me to any example configs? > I spent quite a bit of time on the wiki going through what all the > rights do, I have also bought the RT Essentials book but have so far > been unable to get it right. > Thanks > Tim > > On 17/08/06, *Drew Barnes* > wrote: > > http://wiki.bestpractical.com/index.cgi?Rights > > Tim Hill wrote: > > Hi, > > > > I installed Ubuntu server (Dapper 6.06), and then followed the > > instructions at http://howtoforums.net/viewtopic.php?t=48 > > > regarding how to set > up RT. > > > > The software used (Request-Tracker3.4, Apache2, Postfix & > > PostgreSql-7.4) were all installed from packages. > > > > I have logged onto RT as root and created a couple of users, I have > > also created a test queue. The users I have set up can see the > general > > queue and the test queue. They can create issues which successfully > > appear on the system, although it is at this point that I run into > > problems. > > > > The users can't see any of their open or closed tickets, but they > can > > see any ticket if they enter the ticket number in the search box. > > > > Has anyone seen this (or a similar) problem before? Have you got any > > ideas about what I may need to look at? > > > > Please let me know if I need to provide any other information and I > > will try to get it asap. > > > > Thanks, > > Tim > > > ------------------------------------------------------------------------ > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > > Commercial support: sales at bestpractical.com > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > -- > 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 From jra at baylink.com Mon Sep 11 14:17:20 2006 From: jra at baylink.com (Jay R. Ashworth) Date: Mon, 11 Sep 2006 14:17:20 -0400 Subject: [rt-users] Added to wishlist in wiki In-Reply-To: <836DDCF5-92BC-4DA0-9D3D-D01A7F9F5225@strategicdata.com.au> References: <45037ABB.5000608@comcast.net> <20060910230831.GA15692@cgi.jachomes.com> <4504CA1F.90504@comcast.net> <20060911025557.GA16337@cgi.jachomes.com> <836DDCF5-92BC-4DA0-9D3D-D01A7F9F5225@strategicdata.com.au> Message-ID: <20060911181720.GE18530@cgi.jachomes.com> On Mon, Sep 11, 2006 at 02:20:34PM +1000, Adam Clarke wrote: > Many users do not use their keyboard for page navigation. A "Top" > link provides a mouse friendly alternative that is clearly associated > with the viewed page. My experience with Top links is that they end up in the navigation stack, and are therefore confusing, WRT, oh, using the scroll bar (if one does not wish to move one's hand to the keyboard. Have I been poorly served by my browsers? 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 james.bromberger at vibrantmedia.com Mon Sep 11 14:20:36 2006 From: james.bromberger at vibrantmedia.com (James E Bromberger) Date: Mon, 11 Sep 2006 19:20:36 +0100 Subject: [rt-users] Added to wishlist in wiki Message-ID: <04765CB6F6E6C94AB359E9929FAA8A1A05DD4394@THEXCHBE2X.services.byworkwise.com> I was thinking that Top links suck, but then I realised the browser in my hand (blackberry) doesn't have a home key.... Jeb -------------------------- I'm out of the office, so may be delayed getting to email. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com To: rt-users at lists.bestpractical.com Sent: Mon Sep 11 19:17:20 2006 Subject: Re: [rt-users] Added to wishlist in wiki On Mon, Sep 11, 2006 at 02:20:34PM +1000, Adam Clarke wrote: > Many users do not use their keyboard for page navigation. A "Top" > link provides a mouse friendly alternative that is clearly associated > with the viewed page. My experience with Top links is that they end up in the navigation stack, and are therefore confusing, WRT, oh, using the scroll bar (if one does not wish to move one's hand to the keyboard. Have I been poorly served by my browsers? 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_ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com This email is intended for the exclusive use by the person(s) mentioned as recipient(s). This email and its attachments, if any, contain confidential information and/or may contain information protected by intellectual property rights or others rights. This email does not constitute any commitment from Vibrant Media or its subsidiaries except when expressly agreed in a written agreement between the intended recipient and Vibrant Media or its subsidiaries. If you receive this email by mistake, please notify the sender and delete this email immediately from your system and destroy all copies of it. You may not, directly or indirectly, use, disclose, distribute, print or copy this email or any part of it if you are not the intended recipient. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jlentz at andrew.cmu.edu Mon Sep 11 14:03:35 2006 From: jlentz at andrew.cmu.edu (Jasen M. Lentz) Date: Mon, 11 Sep 2006 14:03:35 -0400 Subject: [rt-users] RT with pubcookie/External Auth Message-ID: <000001c6d5cc$9a671790$2e01a8c0@cmg.win.cmu.edu> I am running the following: FC5 RT 3.6.0 Apacke2 Newest pubcookie I have pubcookie working, but the external auth is not working with RT and I have modified the external Auth values in RT_Siteconfig.pm. The problem is, I get asked for my pubcookie login and password, it accepts them, but then I get dumped to an RT login box. Any suggestions on what could be wrong? Thanks! Jasen From mleighty at angelica.com Mon Sep 11 15:21:48 2006 From: mleighty at angelica.com (Michael Leighty) Date: Mon, 11 Sep 2006 15:21:48 -0400 Subject: [rt-users] "Newest Unowned Tickets" Queue - How can you change it's length? Message-ID: <8035ADC9EC41A7409A2484E7AA614ADD03CCE665@EXSTL01.angelica.int> I know there is configuration variable for the length of the "highest priority tickets I own" queue, but there does not seem to be one for the "newest unowned tickets" queue. Am I missing it somewhere or is there a piece of code I could hack up to effect this change myself? Thanks for your help. Michael Leighty -------------- next part -------------- An HTML attachment was scrubbed... URL: From smithj4 at bnl.gov Mon Sep 11 15:34:18 2006 From: smithj4 at bnl.gov (Jason A. Smith) Date: Mon, 11 Sep 2006 15:34:18 -0400 Subject: [rt-users] "Newest Unowned Tickets" Queue - How can you change it's length? In-Reply-To: <8035ADC9EC41A7409A2484E7AA614ADD03CCE665@EXSTL01.angelica.int> References: <8035ADC9EC41A7409A2484E7AA614ADD03CCE665@EXSTL01.angelica.int> Message-ID: <1158003258.17195.11.camel@jason.acf.bnl.gov> I think you want this variable from RT_SiteConfig.pm: Set($MyRequestsLength, 10); ~Jason On Mon, 2006-09-11 at 15:21 -0400, Michael Leighty wrote: > I know there is configuration variable for the length of the "highest > priority tickets I own" queue, but there does not seem to be one for > the "newest unowned tickets" queue. Am I missing it somewhere or is > there a piece of code I could hack up to effect this change myself? > Thanks for your help. > > Michael Leighty > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- /------------------------------------------------------------------\ | Jason A. Smith Email: smithj4 at bnl.gov | | Atlas Computing Facility, Bldg. 510M Phone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \------------------------------------------------------------------/ From cbrandt at buffalo.edu Mon Sep 11 16:46:26 2006 From: cbrandt at buffalo.edu (Jim Brandt) Date: Mon, 11 Sep 2006 16:46:26 -0400 Subject: [rt-users] version 3.6.1--dreaded infinite login In-Reply-To: <44E0C2F8.7020003@buffalo.edu> References: <44D9F67F.1040307@buffalo.edu> <20060810145924.GJ4351@grendel.plusone.com> <44E07BB9.6020702@pipex.net> <6.2.3.4.2.20060814103412.03bdccd8@po14.mit.edu> <44E0C2F8.7020003@buffalo.edu> Message-ID: <4505CB22.70808@buffalo.edu> I think I've found some extra information regarding the login problem, at least while using Apache::Session::File on my (Mac OS X server, perl 5.8.6) system. After doing a bunch of debugging, I've found that Apache::Session gets itself in a state where it can't get a write lock on the session file. Apache::Session doesn't error check it's flock calls, so it happens silently. I found this post on perlmonks that suggested manual calls to DESTROY can help the problem: http://perlmonks.org/?node_id=435977 so I put one near the end of autohandler. However, when I did this, the server just hung. Looking into the Apache::Session::Lock::File code, I found that it's trying to get an exclusive lock and it's blocking when trying to write. So I hacked it on our dev system to just return when it can't get the lock. After doing that, my log has a bunch of these: [warning]: Unable to get exclusive lock (Resource temporarily unavailable). Moving along... at /Library/Perl/5.8.6/Apache/Session/Lock/File.pm I then added a call to release_all_locks, thinking it might help in the final write to the session file. After these hacks, I did get the multiple login issue to go away. But, I still get several of the above warnings on the initial page load. I don't consider this a true fix since I'm not sure of the repercussions of manually releasing the locks, but I think it demonstrates that part of the problem is in Apache::Session::File (or the file system itself) somewhere. The only information I could find to indicate what's happening is that something isn't playing nice with the file locks. And I can't explain why it appears to resolve itself after a few logins. Is there something special happening on the first login that triggers these locking problems? I'm sorry I can't present a solution, but I hope this might help move toward a fix or workaround. Jim -- Jim Brandt Administrative Computing Services University at Buffalo From nigel at cofa.unsw.edu.au Mon Sep 11 18:13:07 2006 From: nigel at cofa.unsw.edu.au (Nigel Kersten) Date: Tue, 12 Sep 2006 08:13:07 +1000 Subject: [rt-users] Removing AdminCC/status/owner from New Ticket dialogs. Message-ID: <3968320F-B047-4F8E-BF61-DC5B9E324151@cofa.unsw.edu.au> Hi there. I've been poking around getting a new Request Tracker install going, and it's all working wonderfully with LDAP authentication, auto-LDAP user creation, customized RT At a Glance page, etc. Thanks to everyone who has worked on RT and contributed documentation and plugins to help me do all these things. I'm primarily looking at RT so that my staff can report issues in our computing labs, and then we can track and resolve such issues. As my staff are both academics and artists... I need as simple and clean an interface as possible... and was wondering whether it is possible for me to remove the following fields from a New Ticket dialog in a clean manner. Status Owner CC AdminCC It would be excellent if I could work out how to remove these fields for specific groups only, but I would settle for removing them altogether from this view, and only having them exist in an Edit Ticket dialog. Any suggestions? -- Nigel Kersten [Senior Technical Officer] College of Fine Arts, University of NSW, Australia. CRICOS Provider Code: 00098G From asparks at doublesparks.net Mon Sep 11 18:25:34 2006 From: asparks at doublesparks.net (Alan Sparks) Date: Mon, 11 Sep 2006 16:25:34 -0600 Subject: [rt-users] RT with pubcookie/External Auth In-Reply-To: <000001c6d5cc$9a671790$2e01a8c0@cmg.win.cmu.edu> References: <000001c6d5cc$9a671790$2e01a8c0@cmg.win.cmu.edu> Message-ID: <4505E25E.9070507@doublesparks.net> Jasen M. Lentz wrote: > I am running the following: > FC5 > RT 3.6.0 > Apacke2 > Newest pubcookie > > I have pubcookie working, but the external auth is not working with RT and I > have modified the external Auth values in RT_Siteconfig.pm. The problem is, > I get asked for my pubcookie login and password, it accepts them, but then I > get dumped to an RT login box. Any suggestions on what could be wrong? > Works for me, at least for RT 3.6.1, Apache 2.0, CentOS 3, and Pubcookie 3.3.1. Couple of things to consider... * You've modified the site config variables WebExternalAuth, WebFallbackToInternalAuth, and maybe WebExternalGecos and WebExternalAuto? * Your RT instance is set up as SSL-based (https) and WebBaseURL and WebPort are appropriate? Pubcookie by design (except if you compile it explicitly to do so) only works with SSL-based URLs. -Alan -- Alan Sparks, UNIX/Linux Systems Integration and Administration From jlentz at andrew.cmu.edu Mon Sep 11 19:39:17 2006 From: jlentz at andrew.cmu.edu (Jasen M. Lentz) Date: Mon, 11 Sep 2006 19:39:17 -0400 Subject: [rt-users] RT with pubcookie/External Auth In-Reply-To: <4505E25E.9070507@doublesparks.net> Message-ID: <001201c6d5fb$8010a580$0301a8c0@virgo.dyndns.org> Alan.. I did modify the variables. I'm wondering if I messed something up in the ssl.conf or httpd.conf... It is SSL based as well. As I stated, I may have messed a config up. I had to put it in both the httpd.conf and ssl.conf. If I use pubcooklie in the SSL file, it causes an eternal loop. Would you like for me to send you a copy of my configs? Maybe I'm missing something... Thanks! JML -----Original Message----- From: Alan Sparks [mailto:asparks at doublesparks.net] Sent: Monday, September 11, 2006 6:26 PM To: Jasen M. Lentz Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT with pubcookie/External Auth Jasen M. Lentz wrote: > I am running the following: > FC5 > RT 3.6.0 > Apacke2 > Newest pubcookie > > I have pubcookie working, but the external auth is not working with RT > and I have modified the external Auth values in RT_Siteconfig.pm. The > problem is, I get asked for my pubcookie login and password, it > accepts them, but then I get dumped to an RT login box. Any suggestions on what could be wrong? > Works for me, at least for RT 3.6.1, Apache 2.0, CentOS 3, and Pubcookie 3.3.1. Couple of things to consider... * You've modified the site config variables WebExternalAuth, WebFallbackToInternalAuth, and maybe WebExternalGecos and WebExternalAuto? * Your RT instance is set up as SSL-based (https) and WebBaseURL and WebPort are appropriate? Pubcookie by design (except if you compile it explicitly to do so) only works with SSL-based URLs. -Alan -- Alan Sparks, UNIX/Linux Systems Integration and Administration From asparks at doublesparks.net Mon Sep 11 20:13:51 2006 From: asparks at doublesparks.net (Alan Sparks) Date: Mon, 11 Sep 2006 18:13:51 -0600 Subject: [rt-users] RT with pubcookie/External Auth In-Reply-To: <001201c6d5fb$8010a580$0301a8c0@virgo.dyndns.org> References: <001201c6d5fb$8010a580$0301a8c0@virgo.dyndns.org> Message-ID: <4505FBBF.6060901@doublesparks.net> Jasen M. Lentz wrote: > Alan.. > > I did modify the variables. I'm wondering if I messed something up in the > ssl.conf or httpd.conf... > > It is SSL based as well. As I stated, I may have messed a config up. I had > to put it in both the httpd.conf and ssl.conf. If I use pubcooklie in the > SSL file, it causes an eternal loop. Would you like for me to send you a > copy of my configs? Maybe I'm missing something... > > Thanks! > JML > > -- > Alan Sparks, UNIX/Linux Systems Integration and Administration > Sure I can try to take a look. Respond to me off-list. Make sure also you take a look at your apache access logs to be sure that the remote-user is actually getting sent and logged on the RT accesses... -- Alan Sparks, UNIX/Linux Systems Integration and Administration From Byron.Jones at zoomit.com.au Mon Sep 11 21:04:35 2006 From: Byron.Jones at zoomit.com.au (Byron Jones) Date: Tue, 12 Sep 2006 09:04:35 +0800 Subject: [rt-users] RT using 100% cpu when opening some tickets Message-ID: <8E581309FC28E949A806BBF68526740029398F@pony.zoomit.com.au> *tap* *tap* is this thing on? > as i know the ticket that causes this problem, is there some > way to get a dump of all the information relating to the ticket? > > is there a database sanity check? > > i'm thinking there's some sort of database corruption, maybe > a circular link or something. *shrugs* [ byron jones [ zoom itg "In 3010, the potatoes triumphed" [ phone +61 8 9389 5235 - N. Gertler From jesse at bestpractical.com Mon Sep 11 21:10:13 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 12 Sep 2006 02:10:13 +0100 Subject: [rt-users] RT using 100% cpu when opening some tickets In-Reply-To: <8E581309FC28E949A806BBF68526740029398F@pony.zoomit.com.au> References: <8E581309FC28E949A806BBF68526740029398F@pony.zoomit.com.au> Message-ID: <6A31C41B-0A4E-4C24-AA08-2833BC4C3A75@bestpractical.com> On Sep 12, 2006, at 2:04 AM, Byron Jones wrote: > > *tap* *tap* is this thing on? If you're curious if your message got through to the list, the URL at the bottom of each posting will take you to the list archives. However, you should bear in mind that everybody on rt-users is volunteering their time toward free support of RT. Not every question will get answered, nor will every answer be timely. > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com -------------- 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 kyle at mbrostech.com Tue Sep 12 01:34:27 2006 From: kyle at mbrostech.com (Kyle Manuel) Date: Tue, 12 Sep 2006 00:34:27 -0500 Subject: [rt-users] Mail, confiiguration, problem with interface Message-ID: <004501c6d62d$1df00760$6601a8c0@MAIN.MBROSTECH.COM> Simplest one first. When on the home page under RT at a glance and 10 highest priority tickets I own, the ticket # goes to the ticket but the ticket subject goes to 404 not found. The problem is the location should be support.mydomain.com/rt/Ticket/Display.html?id=# but it is going to support.mydomain.com/Ticket/Display.html?id=#. I've been through all the configuration and double checked the setup and can't find a problem. The suject doesn't do this under the tickets with no owners on the home page. Mail configuration. I run a mail server with SMTP, POP, IMAP, etc. RT is sending mail using it's own SMTP sender. It gets to my mail server and accepts the emails because it's from a trusted IP address. Emails going to other domains, though, are not making it to their destinations. They are being blocked because they are not originating from my mail server. Is there a way to get the emails from RT to send through my mail server? I use SMTP authentication. Also, how does RT retrieve the emails? I do not see where I would enter a server, username, and password for retrieving emails. General configuration setup. I was hoping someone could help with this. My company supports multiple clients. We want our support staff to have full control over all tickets submitted. Each client will have one or more administrators who can run reports, view and reply to all tickets submitted within their company, but not see comments or edit fields like owner. They can also watch tickets and submit new ones. The clients will also have multiple users who can only see tickets they created and reply to them. How would I go about setting this up? Use queues for each company? Hosted service. Would I need to run another instance of RT to be a "hosting" service for local companies? If a company wants to have their own RT but doesn't want to setup a server to do so, can I use my existing RT to do so? Thanks a bunch for any help! Kyle From timatqems at gmail.com Tue Sep 12 04:22:42 2006 From: timatqems at gmail.com (Tim Hill) Date: Tue, 12 Sep 2006 09:22:42 +0100 Subject: [rt-users] No open or closed tickets displayed In-Reply-To: <4505A53E.1000401@lbl.gov> References: <83cbbb60608170633p4ee8f400ka842a6b7f710f82@mail.gmail.com> <44E47075.3070607@ucrwcu.rwc.uc.edu> <83cbbb60609080727h5e553491v1f0a9d1071544d8f@mail.gmail.com> <4505A53E.1000401@lbl.gov> Message-ID: <83cbbb60609120122tf0c57eex8cb9d7d9d631036d@mail.gmail.com> Hi Kenn, Thanks for your response. The requestors are not set up as privileged users, I was under the impression that they didn't need to be. I tested setting up the requestors as privileged users, but it appeared to give them too many rights by default. You said you grant SeeQueue to everyone globally, wouldn't this allow them to see all queues in the system? I do not want to give users a choice of queues. I also only want users to see tickets on one queue, so I assumed it was better to grant the rights on the queue rather than globally. I will try to find time to experiment with the settings a little more. Thanks again for taking the time to respond, Tim On 11/09/06, Kenneth Crocker wrote: > > Tim, > > > Although we would grant the rights a little differently (we usually > grant SeeQueue along with ShowTicket and grant SeeOutgoingMail to > everyone on a global basis), I was wondering if the any of the users > (your requestors) are set up as privileged users. If not, then the > rights you grant to roles won't be applied to them as users. > > > Kenn > LBNL > > Tim Hill wrote: > > Hi, > > > > As a summary of what I am trying to achieve, I want users (all on-site) > > to submit their problems via the self service page, and I want them to > > be able to see their own open and closed tickets. I do not want them to > > be able to view anyone else's tickets at this stage. > > > > I have spent quite a bit of time reading round on this and I am still > > having no luck, I can't get the test users submitting a ticket to be > > able to see their own tickets. The tickets are created and can be dealt > > with, but users can't see them whether they are open or closed tickets. > > > > I have even tried giving the requestor group every right available to > > see if they could view their open and closed tickets, unfortunately I > > still couldn't get that to work. > > > > When I first submitted a mail regarding this issue, users could see any > > ticket by typing the ticket number into the goto ticket box, but I have > > managed to stop this happening, although they can't even get to their > > own tickets in this way any more. > > > > My symptoms appear to be the same as couple of very old mails in the > > archive > > > > > http://www.gossamer-threads.com/lists/rt/users/8838?search_string=can%27t%20see%20tickets;#8838 > > > > > http://www.gossamer-threads.com/lists/rt/users/8252?search_string=can%27t%20see%20tickets;#8252 > > Although due to the age of these requests it is probably unlikely to be > > the same issue. > > > > I changed the rights based on information in the following thread: > > > http://www.gossamer-threads.com/lists/rt/users/54051?search_string=users%20can%27t%20see%20open%20or%20closed%20tickets;#54051 > > > > For some reason I still can't get it to work. My current rights settings > > are as follows: > > *Global - Everyone* > > ModifyCustomField > > ModifySelf > > SeeCustomField > > > > The following rights are all on the required queue > > *Everyone * > > CommentOnTicket > > CreateTicket > > ModifyTicket > > ReplyToTicket > > SeeQueue > > > > *Requestor* > > ReplyToTicket > > SeeQueue > > ShowTicket > > Watch > > > > *Owner* > > ModifyTicket > > ReplyToTicket > > ShowTicket > > > > Unfortunately when using these permissions and I create a new ticket > > with a test user, I get the following message: > > "No permission to view newly created ticket #11. " > > > > Can anyone help? Or can anyone direct me to any example configs? > > I spent quite a bit of time on the wiki going through what all the > > rights do, I have also bought the RT Essentials book but have so far > > been unable to get it right. > > Thanks > > Tim > > > > On 17/08/06, *Drew Barnes* > > wrote: > > > > http://wiki.bestpractical.com/index.cgi?Rights > > > > Tim Hill wrote: > > > Hi, > > > > > > I installed Ubuntu server (Dapper 6.06), and then followed the > > > instructions at http://howtoforums.net/viewtopic.php?t=48 > > > > > regarding how to set > > up RT. > > > > > > The software used (Request-Tracker3.4, Apache2, Postfix & > > > PostgreSql-7.4) were all installed from packages. > > > > > > I have logged onto RT as root and created a couple of users, I > have > > > also created a test queue. The users I have set up can see the > > general > > > queue and the test queue. They can create issues which > successfully > > > appear on the system, although it is at this point that I run > into > > > problems. > > > > > > The users can't see any of their open or closed tickets, but they > > can > > > see any ticket if they enter the ticket number in the search box. > > > > > > Has anyone seen this (or a similar) problem before? Have you got > any > > > ideas about what I may need to look at? > > > > > > Please let me know if I need to provide any other information and > I > > > will try to get it asap. > > > > > > Thanks, > > > Tim > > > > > > ------------------------------------------------------------------------ > > > > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Community help: http://wiki.bestpractical.com > > > > > Commercial support: sales at bestpractical.com > > > > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > Media. > > > Buy a copy at http://rtbook.bestpractical.com > > > > -- > > 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 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From a.nicols at lancs.ac.uk Tue Sep 12 04:44:44 2006 From: a.nicols at lancs.ac.uk (Andrew Nicols) Date: Tue, 12 Sep 2006 09:44:44 +0100 Subject: [rt-users] How to Downgrade Perl Module (Mason) In-Reply-To: <1737c4e70609110955x5e90fd5ek32278da2b93782a1@mail.gmail.com> References: <1737c4e70609110955x5e90fd5ek32278da2b93782a1@mail.gmail.com> Message-ID: <60f3c11a0609120144n42182306yb17f877475dc4c9e@mail.gmail.com> On 9/11/06, Kehinde Orisanaiye wrote: > > Now, i have searched through previouse threads and i have seen the > soluotion as downgrading Mason 1.30 that i have now to 1.28. > > PLEASE CAN SOMEONE HELP ON THIS, I DID NOT KNOW HOW TO DOWNGRADE TO 1.28. > Download the CPAN source and follow the instructions within the tarball. Usually perl Makefile.pl; make; make test; make install http://backpan.cpan.org/modules/by-module/HTML/HTML-Mason-1.28.tar.gz That normally does the trick -- Regards, Andrew Nicols -------------- next part -------------- An HTML attachment was scrubbed... URL: From johan.schon at capgemini.com Tue Sep 12 07:14:04 2006 From: johan.schon at capgemini.com (Johan Schoen) Date: Tue, 12 Sep 2006 13:14:04 +0200 Subject: [rt-users] Importing data from a legacy system Message-ID: Hi, Where can I find information about how to import ticket data, including history, from a legacy system into RT? Using Google, I have found no useful information. I also can not find any information about migration in the RT Essentials book - are there any? Reading the RT 3.6.0 source code and module documentation I found the RT::Ticket::Import method in Ticket_Overlay.pm which I guess can be used to import the current ticket data. However, I have been unable to understand how to import ticket history. The Create method in Transaction_Overlay.pm looks like it could be used for migrating ticket history, but according the documentation in Transaction_Overlay.pm, RT::Transaction::Create must not be called directly - only by RT::Ticket. I have not found any useful method for import ticket history in Ticket.pm or Ticket_Overlay.pm. Have I missed something? How should I import ticket history into the Transaction table without risking me kneecaps? Best regards, Johan Sch?n, Capgemini From remailer at gmail.com Tue Sep 12 07:43:12 2006 From: remailer at gmail.com (John Doe) Date: Tue, 12 Sep 2006 21:43:12 +1000 Subject: [rt-users] Importing data from a legacy system In-Reply-To: References: Message-ID: Hi, The command line rt tool is probably your best bet. Getting the data out of your legacy system is the first step though. I ignored this advice and wrote my own import program which inserted 10 years worth of tickets, users and groups, after studying the database schema and how relations were built by adding test data. This approach was probably more costly in time and effort. I'm very soon going to have to do it all over again and I think I'll attempt to make use of the rt tool instead, this time. John On 9/12/06, Johan Schoen wrote: > Hi, > > Where can I find information about how to import ticket data, including > history, from a legacy system into RT? Using Google, I have found no useful > information. I also can not find any information about migration in the RT > Essentials book - are there any? > > Reading the RT 3.6.0 source code and module documentation I found the > RT::Ticket::Import method in Ticket_Overlay.pm which I guess can be used to > import the current ticket data. However, I have been unable to understand > how to import ticket history. The Create method in Transaction_Overlay.pm > looks like it could be used for migrating ticket history, but according the > documentation in Transaction_Overlay.pm, RT::Transaction::Create must not be > called directly - only by RT::Ticket. I have not found any useful method for > import ticket history in Ticket.pm or Ticket_Overlay.pm. Have I missed > something? How should I import ticket history into the Transaction table > without risking me kneecaps? > > Best regards, > Johan Sch?n, Capgemini > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 brent at skyblue.eu.org Tue Sep 12 08:34:56 2006 From: brent at skyblue.eu.org (Brent Geach) Date: Tue, 12 Sep 2006 13:34:56 +0100 Subject: [rt-users] confusing 'Use of uninitialized value' error / replyand comment not working In-Reply-To: <20060827015818.GH975@bestpractical.com> Message-ID: <000001c6d667$dac0ecd0$bb0215ac@mforma.com> Hi, Im still seeing this error on a debian system. Im only getting it since updating from 3.6.0 to 3.6.1 Sep 12 04:59:34 intranet1 RT: Use of uninitialized value in substitution (s///) at /opt/rt3/lib/RT/Interface/Web.pm line 617. (/opt/rt3/lib/RT/Interface/Web.pm:617) Sep 12 05:00:33 intranet1 RT: Use of uninitialized value in substitution (s///) at /opt/rt3/lib/RT/Interface/Web.pm line 617. (/opt/rt3/lib/RT/Interface/Web.pm:617) Im running apache1 and have updated the CGI.pm as below. intranet1:/opt/rt3/etc# perl -MCPAN -e 'install CGI' CPAN: File::HomeDir loaded ok CPAN: Storable loaded ok Going to read /root/.cpan/Metadata Database was generated on Tue, 12 Sep 2006 09:33:17 GMT CGI is up to date (3.23). intranet1:/opt/rt3/etc# I am also seeing this error: Sep 12 04:39:43 intranet1 RT: Use of uninitialized value in string ne at /opt/rt3/lib/RT/Interface/Web.pm line 1468. (/opt/rt3/lib/RT/Interface/Web.pm:1468) Although Ive only seen this once and that was after upgrading my CGI.pm The only significant change I have made is the use of the oldertransactionsfirst in my RT_SiteConfig.pm All other deps seem to be fine: intranet1:/opt/rt3/etc# /home/bgeach/rt-3.6.1/sbin/rt-test-dependencies -v --install perl: >=5.8.3(5.008004)...found users: rt group (rt)...found bin owner (root)...found libs owner (root)...found libs group (bin)...found web owner (www-data)...found web group (rt3)...found CLI dependencies: Getopt::Long >=2.24...found CORE dependencies: Digest::base...found Digest::MD5 >=2.27...found DBI >=1.37...found Test::Inline...found Class::ReturnValue >=0.40...found DBIx::SearchBuilder >=1.39...found Text::Template...found File::Spec >=0.8...found HTML::Entities...found HTML::Scrubber >=0.08...found Net::Domain...found Log::Dispatch >=2.0...found Locale::Maketext >=1.06...found Locale::Maketext::Lexicon >=0.32...found Locale::Maketext::Fuzzy...found MIME::Entity >=5.108...found Mail::Mailer >=1.57...found Net::SMTP...found Text::Wrapper...found Time::ParseDate...found Time::HiRes...found File::Temp...found Term::ReadKey...found Text::Autoformat...found Text::Quoted >=1.3...found Tree::Simple >=1.04...found Scalar::Util...found Module::Versions::Report...found Cache::Simple::TimedExpiry...found UNIVERSAL::require...found Calendar::Simple...found DEV dependencies: Regexp::Common...found Test::Inline...found Apache::Test...found HTML::Form...found HTML::TokeParser...found WWW::Mechanize...found Test::WWW::Mechanize >=1.04...found Module::Refresh >=0.03...found Test::Expect 0.30...MISSING XML::Simple...found Install module Test::Expect CPAN: File::HomeDir loaded ok CPAN: Storable loaded ok Going to read /root/.cpan/Metadata Database was generated on Tue, 12 Sep 2006 09:33:17 GMT Test::Expect is up to date (0.30). MAILGATE dependencies: HTML::TreeBuilder...found HTML::FormatText...found Getopt::Long...found LWP::UserAgent...found MASON dependencies: Params::Validate >=0.02...found Cache::Cache...found Exception::Class >=1.14...found HTML::Mason >=1.23...found MLDBM...found Errno...found FreezeThaw...found Digest::MD5 >=2.27...found CGI::Cookie >=1.20...found Storable >=2.08...found Apache::Session >=1.53...found XML::RSS >=1.05...found HTTP::Server::Simple >=0.07...found HTTP::Server::Simple::Mason >=0.09...found GD...found GD::Graph...found GD::Text...found Text::WikiFormat >=0.76...found SOMETHING WAS MISSING! # Looks like your test died before it could output anything. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jesse Vincent Sent: 27 August 2006 02:58 To: Bill McGonigle Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] confusing 'Use of uninitialized value' error / replyand comment not working See the message I posted to rt-users yesterday. Upgrade CGI.pm On Sat, Aug 26, 2006 at 09:40:00PM -0400, Bill McGonigle wrote: > > On Aug 25, 2006, at 02:19, Jesse Vincent wrote: > > >Can you try using /opt/rt3/bin/standalone_httpd? That will let us tell > >if it's apache/mod_perl or perl itself. > > OK, I tried this (stopped the apache httpd to make sure it was coming > in to the standalone_httpd), same results. > > -Bill > > ----- > Bill McGonigle, Owner Work: 603.448.4440 > BFC Computing, LLC Home: 603.448.1668 > bill at bfccomputing.com Cell: 603.252.2606 > http://www.bfccomputing.com/ Page: 603.442.1833 > Blog: http://blog.bfccomputing.com/ > VCard: http://bfccomputing.com/vcard/bill.vcf > -- _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 ben at computerhelpme.com Tue Sep 12 09:01:59 2006 From: ben at computerhelpme.com (Ben Weston) Date: Tue, 12 Sep 2006 09:01:59 -0400 Subject: [rt-users] Was working fine for 2 weeks In-Reply-To: <20060911172814.686944D8197@diesel.bestpractical.com> References: <20060911172814.686944D8197@diesel.bestpractical.com> Message-ID: <4506AFC7.50108@computerhelpme.com> For the last couple weeks, my new RT system has been running fine. The boss has been quite impressed with it. However, starting yesterday, it hasn't been working. The small pmWiki system on the same server continues to run fine, and no changes have been made to that server since RT got configured properly... I stopped and restarted httpd and mysqld services. I even turned off iptables to make sure that wasn't a problem, still nothing. I think it's an error while trying to connect to the database, but I'm not sure. Any help would be greatly apprecaited. Ben From httpd/error_log: [Tue Sep 12 07:54:00 2006] [error] [client 192.168.51.72] Connect Failed Access denied for user 'rt'@'localhost' (using password: YES)\n at /opt/rt3/lib/RT.pm line 176\n DBI connect('dbname=rt3','rt',...) failed: Access denied for user 'rt'@'localhost' (using password: YES) at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 108 From httpd.conf: # Begin RT Host ServerName 192.168.51.48 ServerAdmin ben at NOSPAMcomputerhelpme.com DocumentRoot /opt/rt3/share/html PerlRequire /opt/rt3/bin/webmux.pl SetHandler default-handler Order allow,deny Allow from all SetHandler perl-script PerlResponseHandler RT::Mason From ben at computerhelpme.com Tue Sep 12 09:26:18 2006 From: ben at computerhelpme.com (Ben Weston) Date: Tue, 12 Sep 2006 09:26:18 -0400 Subject: [rt-users] Was working for 2 weeks follow up In-Reply-To: <20060912114502.CA80D4D825C@diesel.bestpractical.com> References: <20060912114502.CA80D4D825C@diesel.bestpractical.com> Message-ID: <4506B57A.8000007@computerhelpme.com> Disregard... For what ever reason, my permissions for the RT user got dropped from MySQL. I reapplied them and that took care of it. As a side note, can anyone recommend a good MySQL primer? Be it online or hardcopy? I have only the most basic knowledge, and would really like to expand on it. Thanks again! Ben -- "The ultimate aim of the art of Karate lies not in victory or defeat, but in the perfection of the character of its participants" --Gichen Funakoshi From rfh at pipex.net Tue Sep 12 09:41:59 2006 From: rfh at pipex.net (Roy El-Hames) Date: Tue, 12 Sep 2006 14:41:59 +0100 Subject: [rt-users] Search criteria UpdatedBy a little help please Message-ID: <4506B927.3090904@pipex.net> Hi there; (rt-3.6.1 , mysql, apache2 mod_perl) I have a search criteria where it looks for any tickets updated by a particular user, I got it working for all kind of transactions and I wonder if anyone can help me put the final tweak to get it to return ticket where the User just Commented/Corresponded ..I have the following function in Tickets_Overlay.pm: sub _TransUser { my ($self, $field, $op, $value, @rest ) = @_; $RT::Logger->error("the field = $field and op is $op and value is $value and rest is @rest"); $self->{_sql_transalias} = $self->NewAlias('Transactions') unless defined $self->{_sql_transalias}; $self->{_sql_Usersalias} = $self->NewAlias('Users') unless defined $self->{_sql_Usersalias}; $self->_OpenParen; #Search for the right field $self->_SQLLimit( ALIAS => $self->{_sql_Usersalias}, FIELD => 'Name', ### for the Updated by in particular may change later OPERATOR => $op, VALUE => $value, CASESENSITIVE => 0, @rest ); $self->_SQLJoin( ALIAS1 => $self->{_sql_Usersalias}, FIELD1 => 'Id', ALIAS2 => $self->{_sql_transalias}, FIELD2 => 'Creator' ); $self->_SQLJoin( ALIAS1 => 'main', FIELD1 => 'Id', ALIAS2 => $self->{_sql_transalias}, FIELD2 => 'ObjectId' ); $self->SUPER::Limit( ALIAS => $self->{_sql_transalias}, FIELD => 'ObjectType', VALUE => 'RT::Ticket', ENTRYAGGREGATOR => 'AND' ); $self->_CloseParen; } Any help will be appreciated, Regards; Roy From macnlos at gmail.com Tue Sep 12 10:02:05 2006 From: macnlos at gmail.com (Carlos Randolph) Date: Tue, 12 Sep 2006 09:02:05 -0500 Subject: [rt-users] Removing a reminder that seems to be stuck Message-ID: <2effbea20609120702j48eb966dn36ee9a12ed0c6dd6@mail.gmail.com> We have RT-3.6.0 on a SuSE SLES 9 server here and somehow I have an RT Reminder that will simply not go away. It shows up in the Reminder Module on the At a Glance Page. If I click on it and go to the ticket it is not shown and therefor cannot be "checked" to be completed. I've tried closing the ticket but that didn't do it either. What would be the cleanest way to remove this reminder (via the Web or the Server, I'm the admin)? Thanks, macnlos -------------- next part -------------- An HTML attachment was scrubbed... URL: From johan.schon at capgemini.com Tue Sep 12 10:07:14 2006 From: johan.schon at capgemini.com (Johan Schoen) Date: Tue, 12 Sep 2006 16:07:14 +0200 Subject: [rt-users] Importing data from a legacy system In-Reply-To: References: Message-ID: Hi, I want to know best practice of importing ticket data, including history, from a legacy ticket system into RT. I wrote: >> How should I import ticket history into the >> Transaction table without risking me kneecaps? John Doe wrote: > The command line rt tool is probably your best bet. I can probably use the rt CLI to import the main ticket data into RT, but I can not figure out how to use it to import history from the legacy system. Is it possible? How do you do it? Best regards, Johan Sch?n From jokermjs19 at comcast.net Tue Sep 12 10:13:02 2006 From: jokermjs19 at comcast.net (Mathew Snyder) Date: Tue, 12 Sep 2006 10:13:02 -0400 Subject: [rt-users] Was working for 2 weeks follow up In-Reply-To: <4506B57A.8000007@computerhelpme.com> References: <20060912114502.CA80D4D825C@diesel.bestpractical.com> <4506B57A.8000007@computerhelpme.com> Message-ID: <4506C06E.90702@comcast.net> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Ben Weston wrote: > Disregard... For what ever reason, my permissions for the RT user got > dropped from MySQL. I reapplied them and that took care of it. > > > As a side note, can anyone recommend a good MySQL primer? Be it online > or hardcopy? I have only the most basic knowledge, and would really > like to expand on it. > > > Thanks again! > > Ben > > -- > "The ultimate aim of the art of Karate lies not in victory or defeat, > but in the perfection of the character of its participants" > --Gichen Funakoshi > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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://www.oreilly.com/catalog/msql2/ or http://www.oreilly.com/catalog/mysqlian/ Mathew Snyder -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.5 (MingW32) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFFBsBtr7cEqtYW7kARArP/AJ9DgWA39wwkNmbdFZw9b8gLijRM4gCg2dIQ gLpzt8KnzNnVZXONA0hPtok= =40Hm -----END PGP SIGNATURE----- From fpater at dca.net Tue Sep 12 11:53:48 2006 From: fpater at dca.net (Frank Pater) Date: Tue, 12 Sep 2006 11:53:48 -0400 Subject: [rt-users] Removing AdminCC/status/owner from New Ticket dialogs. In-Reply-To: <3968320F-B047-4F8E-BF61-DC5B9E324151@cofa.unsw.edu.au> References: <3968320F-B047-4F8E-BF61-DC5B9E324151@cofa.unsw.edu.au> Message-ID: <20060912155348.GA17158@staff.dca.net> On Tue, Sep 12, 2006 at 08:13:07AM +1000, Nigel Kersten wrote: > Hi there. > > ... was wondering whether it is > possible for me to remove the following fields from a New Ticket > dialog in a clean manner. > Hi Nigel, This can be achieved by overriding /path/to/rt3/share/html/Ticket/Create.html with /path/to/rt3/local/html/Ticket/Create.html. Be sure to read through http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT and be aware that it will change the ticket creation page globally. Sincerely, Frank Pater DCANet http://www.dca.net voice: 888-4-DCANET (888-432-2638) fax: 302-426-6386 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From ESchultz at corp.untd.com Tue Sep 12 12:06:29 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Tue, 12 Sep 2006 09:06:29 -0700 Subject: [rt-users] Was working for 2 weeks follow up Message-ID: <5613F89D78D2F545A40423EBA5535C301203D9D3@LAXEVS01.lax.corp.int.untd.com> > > As a side note, can anyone recommend a good MySQL primer? > Be it online > > or hardcopy? I have only the most basic knowledge, and would really > > like to expand on it. > > http://www.oreilly.com/catalog/msql2/ > or > http://www.oreilly.com/catalog/mysqlian/ > > Mathew Snyder If you want a hardcopy, I like the "MySQL" book by Paul DuBois. Eric Schultz United Online From ESchultz at corp.untd.com Tue Sep 12 12:12:23 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Tue, 12 Sep 2006 09:12:23 -0700 Subject: [rt-users] Importing data from a legacy system Message-ID: <5613F89D78D2F545A40423EBA5535C301203D9FE@LAXEVS01.lax.corp.int.untd.com> > I want to know best practice of importing ticket data, > including history, > from a legacy ticket system into RT. > > I wrote: > >> How should I import ticket history into the > >> Transaction table without risking me kneecaps? > > John Doe wrote: > > The command line rt tool is probably your best bet. > > I can probably use the rt CLI to import the main ticket data > into RT, but > I can not figure out how to use it to import history from the > legacy system. > Is it possible? How do you do it? When I imported data from our legacy system, I did not bother with trying to import individual transactions into RT. Rather, I just included the entire content of the legacy ticket's history as one transaction in RT. What advantage do you hope to gain by importing history one transaction at a time? Also, I used: use RT::Ticket; use RT::Interface::CLI qw(CleanEnv); Rather than trying to muck around with the rt command-line tool. This gave me more flexibility with custom fields and the like. Eric Schultz United Online From sturner at MIT.EDU Tue Sep 12 14:17:45 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 12 Sep 2006 14:17:45 -0400 Subject: [rt-users] Importing data from a legacy system In-Reply-To: References: Message-ID: <6.2.3.4.2.20060912140741.03cb4378@po14.mit.edu> At Tuesday 9/12/2006 10:07 AM, Johan Schoen wrote: >Hi, >I want to know best practice of importing ticket data, including history, >from a legacy ticket system into RT. >I wrote: >>>How should I import ticket history into the Transaction table >>>without risking me kneecaps? Johan, I'd definitely recommend writing a custom perl script that uses the RT API. There's a sample script on the wiki in the Contributions section (rt-adduser) that should get you started. You'll probably want to find a way to turn off RT's outgoing email when you load tickets, otherwise your users may get mail relating to old tickets. Also, I found that turning off all scrip processing speeds up the load considerably. I hacked the RT perl code to do both these things. Steve From rt at mainstreetpackaging.com Tue Sep 12 14:55:02 2006 From: rt at mainstreetpackaging.com (Mark) Date: Tue, 12 Sep 2006 11:55:02 -0700 Subject: [rt-users] RT Installed now can't display in browser Message-ID: <1158087302.5605.16.camel@ubuntu-rt-server> Hello everyone, I am a first time Linux/Ubuntu user. I have used RT at another company and I want to use it at my new company. I installed Ubuntu 6.06 Server. I then followed the install guide here : http://wiki.bestpractical.com/index.cgi?UbuntuInstallGuide and managed to successfully get through all of the steps upto the SSL Mode section. At this point it says I can go to http://yourdomain.com/rt I then installed ubuntu-desktop to try it out. I want to use RT on an internal network only (and still receive emails). I went to Firefox and loaded http://localhost/rt but unfortunately it just says Page Can Not Be Displayed. If I go to http://localhost then I get Parent Directory and Apache2-default/ listings. I have a feeling that the problem might lie in my settings in /etc/request-tracker3.4/RT_Site_Config.pm but I'm not really too sure. I can paste the entire config file here if needed. Apart from that I pretty much followed the guide exactly. I'm really not sure where to go from here. If you need the contents of any files just let me know and I can copy them here. I'm not an experienced user so please bear with me. Thank you in advance! Regards, Mark From a.nicols at lancs.ac.uk Tue Sep 12 15:05:37 2006 From: a.nicols at lancs.ac.uk (Andrew Nicols) Date: Tue, 12 Sep 2006 20:05:37 +0100 Subject: [rt-users] RT Installed now can't display in browser In-Reply-To: <1158087302.5605.16.camel@ubuntu-rt-server> References: <1158087302.5605.16.camel@ubuntu-rt-server> Message-ID: <60f3c11a0609121205iac1e336wf90ddf1764274e96@mail.gmail.com> On 9/12/06, Mark wrote: > > I want to use RT on an internal network only (and still receive emails). > I went to Firefox and loaded http://localhost/rt but unfortunately it > just says Page Can Not Be Displayed. If I go to http://localhost then I > get Parent Directory and Apache2-default/ listings. What does the relevant section of your apache config say? It sounds like something wrong with that side of things. Also, any relevant entries in your apache error logs? -- Regards, Andrew Nicols -------------- next part -------------- An HTML attachment was scrubbed... URL: From joby at u.washington.edu Tue Sep 12 14:31:21 2006 From: joby at u.washington.edu (Joby Walker) Date: Tue, 12 Sep 2006 11:31:21 -0700 Subject: [rt-users] RT with pubcookie/External Auth In-Reply-To: <001201c6d5fb$8010a580$0301a8c0@virgo.dyndns.org> References: <001201c6d5fb$8010a580$0301a8c0@virgo.dyndns.org> Message-ID: <4506FCF9.10601@u.washington.edu> By 'eternal loop' do you mean that that the browser gets redirected between your weblogin server and your rt instance? If so this is a problem with how you set up pubcookie, most likely your keys are not properly setup so that you cannot decode the the cookies properly. Check your Apache logs. Joby Walker C&C SSG, University of Washington Jasen M. Lentz wrote: > Alan.. > > I did modify the variables. I'm wondering if I messed something up in the > ssl.conf or httpd.conf... > > It is SSL based as well. As I stated, I may have messed a config up. I had > to put it in both the httpd.conf and ssl.conf. If I use pubcooklie in the > SSL file, it causes an eternal loop. Would you like for me to send you a > copy of my configs? Maybe I'm missing something... > > Thanks! > JML > > -----Original Message----- > From: Alan Sparks [mailto:asparks at doublesparks.net] > Sent: Monday, September 11, 2006 6:26 PM > To: Jasen M. Lentz > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT with pubcookie/External Auth > > Jasen M. Lentz wrote: >> I am running the following: >> FC5 >> RT 3.6.0 >> Apacke2 >> Newest pubcookie >> >> I have pubcookie working, but the external auth is not working with RT >> and I have modified the external Auth values in RT_Siteconfig.pm. The >> problem is, I get asked for my pubcookie login and password, it >> accepts them, but then I get dumped to an RT login box. Any suggestions > on what could be wrong? >> > > Works for me, at least for RT 3.6.1, Apache 2.0, CentOS 3, and Pubcookie > 3.3.1. Couple of things to consider... > * You've modified the site config variables WebExternalAuth, > WebFallbackToInternalAuth, and maybe WebExternalGecos and WebExternalAuto? > * Your RT instance is set up as SSL-based (https) and WebBaseURL and WebPort > are appropriate? Pubcookie by design (except if you compile it explicitly > to do so) only works with SSL-based URLs. > -Alan > > > -- > Alan Sparks, UNIX/Linux Systems Integration and Administration > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 dyoung-rtusers at techsafari.com Tue Sep 12 16:00:19 2006 From: dyoung-rtusers at techsafari.com (Donovan Young) Date: Tue, 12 Sep 2006 16:00:19 -0400 Subject: [rt-users] Corrupted Attachments Message-ID: <00fa01c6d6a6$13421190$14141eac@TSDYoung> We're running RT 3.6.0 with mysql 4.1.20 on GenToo and most of the system is running perfectly. However, whenever someone sends a request via email with a binary attachment, we aren't able to retrieve it. RT shows the attachment of the proper type, but when we try to open it the file appears corrupted -- e.g. an XLS file opens in excel, but is unreadable; and JPG pictures only give us a new page with text containing the URL of the file, no content. Anyone else experience this kind of problem? It's becoming an issue for us because more and more of our users are sending their requests with attachments and we are unable to view them. I'll be happy to provide any other details you feel would be helpful, just let me know what they may be. Thanks in advance for helping us resolved this. Donovan Young dyoung at techsafari.com ----- PGP Public key available upon request From Keith.Hochberg at mtvn.com Tue Sep 12 16:07:29 2006 From: Keith.Hochberg at mtvn.com (Hochberg, Keith) Date: Tue, 12 Sep 2006 16:07:29 -0400 Subject: [rt-users] Corrupted Attachments Message-ID: <62C41DC903DBF6479BF59BDB40CC1367086CE1DA@ROOMRAIDERS.mtvn.ad.viacom.com> We had an issue like this previously on RT3.2 and mysql5 and an upgrade of perl fixed it. I would try that. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Donovan Young Sent: Tuesday, September 12, 2006 4:00 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Corrupted Attachments We're running RT 3.6.0 with mysql 4.1.20 on GenToo and most of the system is running perfectly. However, whenever someone sends a request via email with a binary attachment, we aren't able to retrieve it. RT shows the attachment of the proper type, but when we try to open it the file appears corrupted -- e.g. an XLS file opens in excel, but is unreadable; and JPG pictures only give us a new page with text containing the URL of the file, no content. Anyone else experience this kind of problem? It's becoming an issue for us because more and more of our users are sending their requests with attachments and we are unable to view them. I'll be happy to provide any other details you feel would be helpful, just let me know what they may be. Thanks in advance for helping us resolved this. Donovan Young dyoung at techsafari.com ----- PGP Public key available upon request _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 nigel at cofa.unsw.edu.au Tue Sep 12 16:45:36 2006 From: nigel at cofa.unsw.edu.au (Nigel Kersten) Date: Tue, 12 Sep 2006 13:45:36 -0700 Subject: [rt-users] Removing AdminCC/status/owner from New Ticket dialogs. In-Reply-To: <20060912155348.GA17158@staff.dca.net> References: <3968320F-B047-4F8E-BF61-DC5B9E324151@cofa.unsw.edu.au> <20060912155348.GA17158@staff.dca.net> Message-ID: <623D16B5-F422-4177-9DC8-EB9023268890@cofa.unsw.edu.au> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On 12/09/2006, at 8:53 AM, Frank Pater wrote: > > Hi Nigel, > > This can be achieved by overriding /path/to/rt3/share/html/Ticket/ > Create.html with /path/to/rt3/local/html/Ticket/Create.html. Be > sure to read through http://wiki.bestpractical.com/index.cgi? > CleanlyCustomizeRT and be aware that it will change the ticket > creation page globally. Thanks Frank. I assumed that would be the way to go, but just wanted to check whether there was some way to do it in a more fine-grained manner. Much appreciated. - -- Nigel Kersten [Senior Technical Officer] College of Fine Arts, University of NSW, Australia. CRICOS Provider Code: 00098G -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.3 (Darwin) iD8DBQFFBxx0AXUak+OwF4gRAmNgAJ9E3JJ2yDcyYVmTzq4kt0rJXtzt1gCgh6NN iKxtR1HyN7yBdRHd0Rt+vfw= =fn52 -----END PGP SIGNATURE----- From rt at mainstreetpackaging.com Tue Sep 12 16:46:38 2006 From: rt at mainstreetpackaging.com (Mark) Date: Tue, 12 Sep 2006 13:46:38 -0700 Subject: [rt-users] RT Installed now can't display in browser In-Reply-To: <60f3c11a0609121205iac1e336wf90ddf1764274e96@mail.gmail.com> References: <1158087302.5605.16.camel@ubuntu-rt-server> <60f3c11a0609121205iac1e336wf90ddf1764274e96@mail.gmail.com> Message-ID: <1158093999.5605.22.camel@ubuntu-rt-server> On Tue, 2006-09-12 at 20:05 +0100, Andrew Nicols wrote: > On 9/12/06, Mark wrote: > I want to use RT on an internal network only (and still > receive emails). > I went to Firefox and loaded http://localhost/rt but > unfortunately it > just says Page Can Not Be Displayed. If I go to > http://localhost then I > get Parent Directory and Apache2-default/ listings. > > What does the relevant section of your apache config say? It sounds > like something wrong with that side of things. > Also, any relevant entries in your apache error logs? > > > -- > Regards, > > Andrew Nicols ok it looks like I have missed a step....cpan install Apache::Session I ran that and it seems to be giving me a few errors unfortunately CPAN.pm: Going to build J/JU/JUNOS/junoscript-perl-6.4I0.tar.gz Checking if your kit is complete... Looks good Warning: prerequisite Date::Manip 0 not found. Warning: prerequisite IO::Tty 0 not found. Warning: prerequisite Parse::Yapp::Driver 0 not found. Warning: prerequisite XML::DOM 0 not found. Warning: prerequisite XML::Parser::PerlSAX 0 not found. Writing Makefile for junoscript-perl ---- Unsatisfied dependencies detected during [J/JU/JUNOS/junoscript-perl-6.4I0.tar.gz] ----- IO::Tty XML::DOM XML::Parser::PerlSAX Date::Manip Parse::Yapp::Driver Shall I follow them and prepend them to the queue of modules we are processing right now? [yes] CPAN.pm: Going to build J/JU/JUNOS/junoscript-perl-6.4I0.tar.gz Checking if your kit is complete... Looks good Warning: prerequisite Date::Manip 0 not found. Warning: prerequisite IO::Tty 0 not found. Warning: prerequisite Parse::Yapp::Driver 0 not found. Warning: prerequisite XML::DOM 0 not found. Warning: prerequisite XML::Parser::PerlSAX 0 not found. Writing Makefile for junoscript-perl ---- Unsatisfied dependencies detected during [J/JU/JUNOS/junoscript-perl-6.4I0.tar.gz] ----- IO::Tty XML::DOM XML::Parser::PerlSAX Date::Manip Parse::Yapp::Driver Shall I follow them and prepend them to the queue of modules we are processing right now? [yes] CPAN.pm: Going to build C/CW/CWEST/Apache-Session-1.81.tar.gz Checking if your kit is complete... Looks good Warning: prerequisite Test::Deep 0.082 not found. Warning: prerequisite Test::Exception 0.15 not found. Writing Makefile for Apache::Session ---- Unsatisfied dependencies detected during [C/CW/CWEST/Apache-Session-1.81.tar.gz] ----- Test::Exception Test::Deep Shall I follow them and prepend them to the queue of modules we are processing right now? [yes] CPAN.pm: Going to build A/AD/ADIE/Test-Exception-0.22.tar.gz Checking if your kit is complete... Looks good Warning: prerequisite Sub::Uplevel 0.13 not found. Warning: prerequisite Test::Builder 0.33 not found. We have 0.22. Warning: prerequisite Test::Builder::Tester 1.04 not found. Writing Makefile for Test::Exception ---- Unsatisfied dependencies detected during [A/AD/ADIE/Test-Exception-0.22.tar.gz] ----- Test::Builder Sub::Uplevel Test::Builder::Tester Shall I follow them and prepend them to the queue of modules we are processing right now? [yes] CPAN.pm: Going to build F/FD/FDALY/Test-Deep-0.095.tar.gz Checking if your kit is complete... Looks good Warning: prerequisite Test::NoWarnings 0.02 not found. Warning: prerequisite Test::Tester 0.04 not found. Writing Makefile for Test::Deep ---- Unsatisfied dependencies detected during [F/FD/FDALY/Test-Deep-0.095.tar.gz] ----- Test::Tester Test::NoWarnings Shall I follow them and prepend them to the queue of modules we are processing right now? [yes] CPAN.pm: Going to build F/FD/FDALY/Test-NoWarnings-0.082.tar.gz Checking if your kit is complete... Looks good Warning: prerequisite Test::Tester 0.103 not found. Writing Makefile for Test::NoWarnings ---- Unsatisfied dependencies detected during [F/FD/FDALY/Test-NoWarnings-0.082.tar.gz] ----- Test::Tester Shall I follow them and prepend them to the queue of modules we are processing right now? [yes] CPAN.pm: Going to build F/FD/FDALY/Test-NoWarnings-0.082.tar.gz Checking if your kit is complete... Looks good Warning: prerequisite Test::Tester 0.103 not found. Writing Makefile for Test::NoWarnings ---- Unsatisfied dependencies detected during [F/FD/FDALY/Test-NoWarnings-0.082.tar.gz] ----- Test::Tester Shall I follow them and prepend them to the queue of modules we are processing right now? [yes] Running make test Delayed until after prerequisites Running make install Delayed until after prerequisites Running install for module Test::Tester Running make for F/FD/FDALY/Test-Tester-0.103.tar.gz Is already unwrapped into directory /home/rt/.cpan/build/Test-Tester-0.103 Has already been processed within this session Running make test Can't test without successful make Running make install make had returned bad status, install seems impossible Running make for F/FD/FDALY/Test-NoWarnings-0.082.tar.gz Is already unwrapped into directory /home/rt/.cpan/build/Test-NoWarnings-0.082 CPAN.pm: Going to build F/FD/FDALY/Test-NoWarnings-0.082.tar.gz -- NOT OK Running make test Can't test without successful make Running make install make had returned bad status, install seems impossible Running make for F/FD/FDALY/Test-Deep-0.095.tar.gz Is already unwrapped into directory /home/rt/.cpan/build/Test-Deep-0.095 CPAN.pm: Going to build F/FD/FDALY/Test-Deep-0.095.tar.gz -- NOT OK Running make test Can't test without successful make Running make install make had returned bad status, install seems impossible Running make for C/CW/CWEST/Apache-Session-1.81.tar.gz Is already unwrapped into directory /home/rt/.cpan/build/Apache-Session-1.81 CPAN.pm: Going to build C/CW/CWEST/Apache-Session-1.81.tar.gz -- NOT OK Running make test Can't test without successful make Running make install make had returned bad status, install seems impossible rt at ubuntu-rt-server:~$ Any ideas on how I can make this part run correctly? Thanks in advance, Mark From jmhanks1373 at hotmail.com Tue Sep 12 17:57:34 2006 From: jmhanks1373 at hotmail.com (Jared Hanks) Date: Tue, 12 Sep 2006 14:57:34 -0700 Subject: [rt-users] Query Builder, report for last 7 days In-Reply-To: <200604120430.k3C4UmfQ003674@mail-pop3-1.server101.com> Message-ID: Hello, I'm using the Query Builder in RT and would like to create a report for tickets created in the last 7 days. I'm able to get the report to look the way I want, but just am unable to generate this for the last 7 days. I can use a specific date, but I would like to easily be able to run this search in the future without having to change the date. Any help or suggestions is appreciated. Thanks, Jared _________________________________________________________________ Get real-time traffic reports with Windows Live Local Search http://local.live.com/default.aspx?v=2&cp=42.336065~-109.392273&style=r&lvl=4&scene=3712634&trfc=1 From eric.valor at daimlerchrysler.com Tue Sep 12 20:44:29 2006 From: eric.valor at daimlerchrysler.com (eric.valor at daimlerchrysler.com) Date: Tue, 12 Sep 2006 17:44:29 -0700 Subject: [rt-users] Not informing about resolution Message-ID: I've recently found that my RT isn't notifying the requestor about ticket resolution. This is a stock global Scrip and stock global Template (Debian Sarge package). Any ideas? Sep 12 18:22:46 trubble RT: Queue->CustomFields is deprecated, use Queue->TicketCustomFields instead at /usr/share/request-tracker3.4/lib/RT/Queue_Overlay.pm line 507. (/usr/share/request-tracker3.4/lib/RT.pm:277) Sep 12 18:22:52 trubble RT: Queue->CustomFields is deprecated, use Queue->TicketCustomFields instead at /usr/share/request-tracker3.4/lib/RT/Queue_Overlay.pm line 507. (/usr/share/request-tracker3.4/lib/RT.pm:277) Sep 12 18:22:52 trubble RT: About to think about scrips for transaction #1106 Sep 12 18:22:52 trubble RT: About to prepare scrips for transaction #1106 Sep 12 18:22:52 trubble RT: Found 2 scrips Sep 12 18:22:52 trubble RT: About to commit scrips for transaction #1106 Sep 12 18:22:52 trubble RT: #66/1106 - Scrip 10 (/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:235) Sep 12 18:22:52 trubble RT: No recipients found. Not sending. (/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:247) Sep 12 18:23:01 trubble /USR/SBIN/CRON[9743]: (mail) CMD ( if [ -x /usr/lib/exim/exim3 -a -f /etc/exim/exim.conf ]; then /usr/lib/exim/exim3 -q ; fi) -- Eric N. Valor Information Technology Manager DaimlerChrysler Research & Technology North America, Inc. eric.valor at daimlerchrysler.com 1510 Page Mill Road, Palo Alto, CA 94304 CIMS 931-00-00 650-845-2536 : This Space Intentionally Left Blank : -------------- next part -------------- An HTML attachment was scrubbed... URL: From jokermjs19 at comcast.net Tue Sep 12 21:22:55 2006 From: jokermjs19 at comcast.net (Mathew Snyder) Date: Tue, 12 Sep 2006 21:22:55 -0400 Subject: [rt-users] Added to wishlist in wiki In-Reply-To: <20060911181720.GE18530@cgi.jachomes.com> References: <45037ABB.5000608@comcast.net> <20060910230831.GA15692@cgi.jachomes.com> <4504CA1F.90504@comcast.net> <20060911025557.GA16337@cgi.jachomes.com> <836DDCF5-92BC-4DA0-9D3D-D01A7F9F5225@strategicdata.com.au> <20060911181720.GE18530@cgi.jachomes.com> Message-ID: <45075D6F.1060301@comcast.net> Jay R. Ashworth wrote: > On Mon, Sep 11, 2006 at 02:20:34PM +1000, Adam Clarke wrote: >> Many users do not use their keyboard for page navigation. A "Top" >> link provides a mouse friendly alternative that is clearly associated >> with the viewed page. > > My experience with Top links is that they end up in the navigation > stack, and are therefore confusing, WRT, oh, using the scroll bar (if > one does not wish to move one's hand to the keyboard. > > Have I been poorly served by my browsers? > > Cheers > -- jra The issue with using the scrollbar is the reason I suggested the "Top" link in the first place. Oftentimes here at work we get tickets that end up long enough to reduce the scroll bar to a mere quarter of an inch. Considering I have my resolution set to 1280x1024 you can imagine how long these things get. Mathew Snyder From doogles at doogles.com Tue Sep 12 23:57:50 2006 From: doogles at doogles.com (Jason A. Diegmueller) Date: Tue, 12 Sep 2006 23:57:50 -0400 (EDT) Subject: [rt-users] Query Builder, report for last 7 days In-Reply-To: References: Message-ID: <20060912235618.Y27635@spaceball1.doogles.com> Jared-- (cc: rt-users) RT accepts some "natural language" date queries, such as "7 days ago" or "yesterday". Here's an example Saved Search we use: "Status = 'open' AND LastUpdated < '7 days ago' AND ( Queue = 'projects' OR Queue = 'support' )" -jd On Tue, 12 Sep 2006, Jared Hanks wrote: > Hello, > > I'm using the Query Builder in RT and would like to create a report for > tickets created in the last 7 days. I'm able to get the report to look the > way I want, but just am unable to generate this for the last 7 days. I can > use a specific date, but I would like to easily be able to run this search in > the future without having to change the date. > > Any help or suggestions is appreciated. > > Thanks, > Jared > > _________________________________________________________________ > Get real-time traffic reports with Windows Live Local Search > http://local.live.com/default.aspx?v=2&cp=42.336065~-109.392273&style=r&lvl=4&scene=3712634&trfc=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 michal.verner at pctrade.cz Wed Sep 13 01:59:29 2006 From: michal.verner at pctrade.cz (Michal Verner) Date: Wed, 13 Sep 2006 07:59:29 +0200 Subject: [rt-users] no link on new request........ Message-ID: <8CC90927ADD0224987A2386C33A421131244FE@pctsrv.pctrade.local> Hello, What must I do, to "10 newest request, I do not own" show me link and TAKE ? I have only information about it, but no possibility to TAKE or SHOW. Thanks a lot Michal Verner -------------- next part -------------- An HTML attachment was scrubbed... URL: From taan at cryologic.com Wed Sep 13 02:33:13 2006 From: taan at cryologic.com (taan) Date: Wed, 13 Sep 2006 16:33:13 +1000 Subject: [rt-users] Heading for Comments Message-ID: <4507A629.5030209@cryologic.com> Is there any way via a Scrip to add some text at the start of a comment? Basically, I would like to run a Scrip "On Comment" which automatically adds a heading to the comment. thanks for any help Taan From David.Choy at principleone.com Wed Sep 13 04:35:16 2006 From: David.Choy at principleone.com (David Choy) Date: Wed, 13 Sep 2006 16:35:16 +0800 Subject: [rt-users] RT customize on the index web page Message-ID: An HTML attachment was scrubbed... URL: From tanu at cadence.com Wed Sep 13 02:44:29 2006 From: tanu at cadence.com (Tanu Mehrotra) Date: Wed, 13 Sep 2006 12:14:29 +0530 Subject: [rt-users] How to commit changes in source code ?? Message-ID: Hi, I have installed and configured RT 3.6.0 on SunOS 5.10 . As I am trying to make small static changes changes like in login page at the right corner its written "Not logged in" I changed in the source code and wrote "Please log in " the change is not reflected. Not even after restarting webserver and mason. Please guide. Thanks & Regards, Tanu Mehrotra -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Wed Sep 13 07:45:36 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 13 Sep 2006 15:45:36 +0400 Subject: [rt-users] How to commit changes in source code ?? In-Reply-To: References: Message-ID: <589c94400609130445o11c0db77r237c28b7b4badb7a@mail.gmail.com> http://wiki.bestpractical.com/?CleanMasonCache On 9/13/06, Tanu Mehrotra wrote: > > > > Hi, > > I have installed and configured RT 3.6.0 on SunOS 5.10 . > > As I am trying to make small static changes changes like in login page at > the right corner its written > "Not logged in" I changed in the source code and wrote "Please log in " the > change is not reflected. > > Not even after restarting webserver and mason. > > Please guide. > > > Thanks & Regards, > Tanu Mehrotra > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 tanu at cadence.com Wed Sep 13 07:52:04 2006 From: tanu at cadence.com (Tanu Mehrotra) Date: Wed, 13 Sep 2006 17:22:04 +0530 Subject: [rt-users] How to commit changes in source code ?? Message-ID: Thanks Ruslan !! As instructed on this link instead of removing I just mv the dir (which was inside obj directory )to one dir up and have restarted the weserver but it has again created the same dir and on browser it displays System error error: Error during compilation of /export/home/RT/share/html/Elements/Login: Bad name after Login' at /export/home/RT/share/html/Elements/Login line 68. Stack: [/export/home/RT/share/html/Elements/Login:68] [/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:811] [/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:441] [/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1089] [/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1022] [/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1200] [/export/home/RT/share/html/autohandler:285] context: ... 64: ; 65: 66: 67: <& /Elements/Callback, %ARGS, _CallbackName => 'Header' &> 68: <& /Elements/Header, Title => loc(Login'), Focus => 'user' &> 69: 70: %# End of div#quickbar from /Elements/Header 71: 72: ... code stack: /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:445 /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1089 /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1022 /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1200 /export/home/RT/share/html/autohandler:285 raw error -----Original Message----- From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] Sent: Wednesday, September 13, 2006 5:16 PM To: Tanu Mehrotra Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] How to commit changes in source code ?? http://wiki.bestpractical.com/?CleanMasonCache On 9/13/06, Tanu Mehrotra wrote: > > > > Hi, > > I have installed and configured RT 3.6.0 on SunOS 5.10 . > > As I am trying to make small static changes changes like in login page > at the right corner its written "Not logged in" I changed in the > source code and wrote "Please log in " the change is not reflected. > > Not even after restarting webserver and mason. > > Please guide. > > > Thanks & Regards, > Tanu Mehrotra > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > 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 a.nicols at lancs.ac.uk Wed Sep 13 08:09:21 2006 From: a.nicols at lancs.ac.uk (Andrew Nicols) Date: Wed, 13 Sep 2006 13:09:21 +0100 Subject: [rt-users] How to commit changes in source code ?? In-Reply-To: References: Message-ID: <60f3c11a0609130509t5c4bc5dak3d2684ef55df2f58@mail.gmail.com> On 9/13/06, Tanu Mehrotra wrote: > Thanks Ruslan !! Bad name after Login' at /export/home/RT/share/html/Elements/Login line 68. 68: <& /Elements/Header, Title => loc(Login'), Focus => 'user' &> > Tanu, Looks like you've added a typo along with your changes... that loc(Login') should be loc('Login') on linie 68 of /export/home/RT/share/html/Elements/Login Also, if you're changing things in RT, it's probably a good idea to do so in the local copy. See http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT under 'Using the Local Directory' for further info. Basically, anything placed in the local directory will override the defaults. That way, when you update, you know what files you've changed or created, and hence should be able to upgrade more cleanly and with less hassle. -- Regards, Andrew Nicols -- Regards, Andrew Nicols -------------- next part -------------- An HTML attachment was scrubbed... URL: From tanu at cadence.com Wed Sep 13 08:21:37 2006 From: tanu at cadence.com (Tanu Mehrotra) Date: Wed, 13 Sep 2006 17:51:37 +0530 Subject: [rt-users] How to commit changes in source code ?? Message-ID: Thanks a lot Andrew . Its done. Regards Tanu ________________________________ From: andrewrn at gmail.com [mailto:andrewrn at gmail.com] On Behalf Of Andrew Nicols Sent: Wednesday, September 13, 2006 5:39 PM To: Tanu Mehrotra Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] How to commit changes in source code ?? On 9/13/06, Tanu Mehrotra wrote: Thanks Ruslan !! Bad name after Login' at /export/home/RT/share/html/Elements/Login line 68. 68: <& /Elements/Header, Title => loc(Login'), Focus => 'user' &> Tanu, Looks like you've added a typo along with your changes... that loc(Login') should be loc('Login') on linie 68 of /export/home/RT/share/html/Elements/Login Also, if you're changing things in RT, it's probably a good idea to do so in the local copy. See http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT under 'Using the Local Directory' for further info. Basically, anything placed in the local directory will override the defaults. That way, when you update, you know what files you've changed or created, and hence should be able to upgrade more cleanly and with less hassle. -- Regards, Andrew Nicols -- Regards, Andrew Nicols -------------- next part -------------- An HTML attachment was scrubbed... URL: From sturner at MIT.EDU Wed Sep 13 09:21:31 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 13 Sep 2006 09:21:31 -0400 Subject: [rt-users] Query Builder, report for last 7 days In-Reply-To: References: <200604120430.k3C4UmfQ003674@mail-pop3-1.server101.com> Message-ID: <6.2.3.4.2.20060913091813.03c93000@po14.mit.edu> At Tuesday 9/12/2006 05:57 PM, Jared Hanks wrote: >Hello, > >I'm using the Query Builder in RT and would like to create a report >for tickets created in the last 7 days. I'm able to get the report >to look the way I want, but just am unable to generate this for the >last 7 days. I can use a specific date, but I would like to easily >be able to run this search in the future without having to change the date. > >Any help or suggestions is appreciated. > >Thanks, >Jared Jared, You can do a query for Created After '-7 days' on the QB screen (no quotes needed). Or (Created > '-7 days' ) on the Advanced screen (quotes needed). (This works up to 3.4, I can't say if it's the same on 3.6.x). Steve From timothy-flynn at uiowa.edu Wed Sep 13 09:50:22 2006 From: timothy-flynn at uiowa.edu (Flynn, Timothy J) Date: Wed, 13 Sep 2006 08:50:22 -0500 Subject: [rt-users] Problems on production box with 'comp' parameter after patching Message-ID: Hi, I am running Redhat and running up2date and I get the error: [Wed Sep 13 13:45:46 2006] [crit]: The 'comp' parameter (undef) to HTML::Mason::Request::CGI->new() was an 'undef', which is not one of the allowed types: scalar object Stack: [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:127] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:63] [/usr/local/rt3/bin/webmux.pl:123] [-e:0] (/usr/local/rt3/bin/webmux.pl:125) After applying the patches and opening the website. Looking at this does anyone have any ideas what module is causing this and how to correct? We were able to rollback the changes when this first happened but when we tried the patches again this time we are unable to rollback the patches. This is a critical error on our production system so any immediate help is greatly appreciated. -Tim From timothy-flynn at uiowa.edu Wed Sep 13 10:00:41 2006 From: timothy-flynn at uiowa.edu (Flynn, Timothy J) Date: Wed, 13 Sep 2006 09:00:41 -0500 Subject: [rt-users] Problems on production box with 'comp' parameter afterpatching In-Reply-To: Message-ID: Sorry, here are the software versions RT 3.4.5 RedHat ELAS4 -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Flynn, Timothy J Sent: Wednesday, September 13, 2006 8:50 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Problems on production box with 'comp' parameter afterpatching Hi, I am running Redhat and running up2date and I get the error: [Wed Sep 13 13:45:46 2006] [crit]: The 'comp' parameter (undef) to HTML::Mason::Request::CGI->new() was an 'undef', which is not one of the allowed types: scalar object Stack: [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:127] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:63] [/usr/local/rt3/bin/webmux.pl:123] [-e:0] (/usr/local/rt3/bin/webmux.pl:125) After applying the patches and opening the website. Looking at this does anyone have any ideas what module is causing this and how to correct? We were able to rollback the changes when this first happened but when we tried the patches again this time we are unable to rollback the patches. This is a critical error on our production system so any immediate help is greatly appreciated. -Tim _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From fpater at dca.net Wed Sep 13 10:53:56 2006 From: fpater at dca.net (Frank Pater) Date: Wed, 13 Sep 2006 10:53:56 -0400 Subject: [rt-users] Removing AdminCC/status/owner from New Ticket dialogs. In-Reply-To: <623D16B5-F422-4177-9DC8-EB9023268890@cofa.unsw.edu.au> References: <3968320F-B047-4F8E-BF61-DC5B9E324151@cofa.unsw.edu.au> <20060912155348.GA17158@staff.dca.net> <623D16B5-F422-4177-9DC8-EB9023268890@cofa.unsw.edu.au> Message-ID: <20060913145356.GA7095@staff.dca.net> > ...but just wanted > to check whether there was some way to do it in a more fine-grained > manner. > Hi Nigel, Also note that you can add whatever logic you like in these files, including displaying data entry fields on a per-group basis. While I don't have any experience here, it doesn't look like it would be much more than checking the current user's group against a hard-coded list that you create. Sincerely, Frank Pater DCANet http://www.dca.net voice: 888-4-DCANET (888-432-2638) fax: 302-426-6386 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From Jeremy.Peake at bassettmechanical.com Wed Sep 13 11:56:18 2006 From: Jeremy.Peake at bassettmechanical.com (Peake, Jeremy) Date: Wed, 13 Sep 2006 10:56:18 -0500 Subject: [rt-users] Attachments getting mangled Message-ID: Not even sure where to look to troubleshoot this one. When a users emails in a new ticket request, if there is an attachment to the email, that attachment gets mangled in RT, and cannot be viewed by the admin. I can see there is an attachment to the ticket, but the size is always 11 bytes, and it cannot be opened. Doesn't matter if it's a PDF, screenshot etc etc. Seems like all attachments are not working. Gentoo Linux MySQL 4.1.21 PHP 5.1.6 RT 3.6.1 -------------- next part -------------- An HTML attachment was scrubbed... URL: From ESchultz at corp.untd.com Wed Sep 13 12:06:22 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Wed, 13 Sep 2006 09:06:22 -0700 Subject: [rt-users] Attachments getting mangled Message-ID: <5613F89D78D2F545A40423EBA5535C30121185FE@LAXEVS01.lax.corp.int.untd.com> > I can see there is an attachment to the ticket, but the size > is always 11 bytes, and it cannot be opened. Doesn't matter > if it's a PDF, screenshot etc etc. Seems like all > attachments are not working. Hm. Sounds like you may have problems with your RT_SiteConfig.pm. I would check: $MaxAttachmentSize (make sure it's big enough) $TruncateLongAttachments (make sure it's undef) $DropLongAttachments (make sure it's undef) When I was first playing with these settings, I remembered I always got a length of only a few bytes. Eric Schultz United Online From Jeremy.Peake at bassettmechanical.com Wed Sep 13 12:15:09 2006 From: Jeremy.Peake at bassettmechanical.com (Peake, Jeremy) Date: Wed, 13 Sep 2006 11:15:09 -0500 Subject: [rt-users] Attachments getting mangled In-Reply-To: <5613F89D78D2F545A40423EBA5535C30121185FE@LAXEVS01.lax.corp.int.untd.com> Message-ID: >$MaxAttachmentSize (make sure it's big enough) $TruncateLongAttachments (make sure it's undef) $DropLongAttachments (make sure it's undef) I checked that out, $MaxAttachSize is 10 megs and truncate and drop are both undef. Also saw an earlier post of same issue, and tried reinstalling Perl (5.8.8) but the probem remains. From ESchultz at corp.untd.com Wed Sep 13 12:20:43 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Wed, 13 Sep 2006 09:20:43 -0700 Subject: [rt-users] Attachments getting mangled Message-ID: <5613F89D78D2F545A40423EBA5535C301211863A@LAXEVS01.lax.corp.int.untd.com> > >$MaxAttachmentSize (make sure it's big enough) > $TruncateLongAttachments > (make sure it's undef) $DropLongAttachments (make sure it's undef) > > > I checked that out, $MaxAttachSize is 10 megs and truncate > and drop are > both undef. > > Also saw an earlier post of same issue, and tried reinstalling Perl > (5.8.8) but the probem remains. The only other thing I can think of then is to make sure that the Attachments table in your database is properly defined, because it could be that the attachment can't make it into your database. I would check the mysql logs and the rt logs to make sure you aren't getting any errors relating to this. From jmhanks1373 at hotmail.com Wed Sep 13 12:24:50 2006 From: jmhanks1373 at hotmail.com (Jared Hanks) Date: Wed, 13 Sep 2006 09:24:50 -0700 Subject: [rt-users] Query Builder, report for last 7 days In-Reply-To: <20060912235618.Y27635@spaceball1.doogles.com> Message-ID: That worked great. Thanks, Jared >From: "Jason A. Diegmueller" >To: Jared Hanks >CC: rt-users at lists.bestpractical.com >Subject: Re: [rt-users] Query Builder, report for last 7 days >Date: Tue, 12 Sep 2006 23:57:50 -0400 (EDT) > >Jared-- (cc: rt-users) > >RT accepts some "natural language" date queries, such as "7 days ago" or >"yesterday". > >Here's an example Saved Search we use: >"Status = 'open' AND LastUpdated < '7 days ago' AND ( Queue = > 'projects' OR Queue = 'support' )" > >-jd > >On Tue, 12 Sep 2006, Jared Hanks wrote: > >>Hello, >> >>I'm using the Query Builder in RT and would like to create a report for >>tickets created in the last 7 days. I'm able to get the report to look >>the way I want, but just am unable to generate this for the last 7 days. >>I can use a specific date, but I would like to easily be able to run this >>search in the future without having to change the date. >> >>Any help or suggestions is appreciated. >> >>Thanks, >>Jared >> >>_________________________________________________________________ >>Get real-time traffic reports with Windows Live Local Search >>http://local.live.com/default.aspx?v=2&cp=42.336065~-109.392273&style=r&lvl=4&scene=3712634&trfc=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 >> _________________________________________________________________ Got something to buy, sell or swap? Try Windows Live Expo ttp://clk.atdmt.com/MSN/go/msnnkwex0010000001msn/direct/01/?href=http://expo.live.com/ From jra at baylink.com Wed Sep 13 12:25:52 2006 From: jra at baylink.com (Jay R. Ashworth) Date: Wed, 13 Sep 2006 12:25:52 -0400 Subject: [rt-users] Added to wishlist in wiki In-Reply-To: <45075D6F.1060301@comcast.net> References: <45037ABB.5000608@comcast.net> <20060910230831.GA15692@cgi.jachomes.com> <4504CA1F.90504@comcast.net> <20060911025557.GA16337@cgi.jachomes.com> <836DDCF5-92BC-4DA0-9D3D-D01A7F9F5225@strategicdata.com.au> <20060911181720.GE18530@cgi.jachomes.com> <45075D6F.1060301@comcast.net> Message-ID: <20060913162552.GF25153@cgi.jachomes.com> On Tue, Sep 12, 2006 at 09:22:55PM -0400, Mathew Snyder wrote: > Jay R. Ashworth wrote: > > On Mon, Sep 11, 2006 at 02:20:34PM +1000, Adam Clarke wrote: > >> Many users do not use their keyboard for page navigation. A "Top" > >> link provides a mouse friendly alternative that is clearly associated > >> with the viewed page. > > > > My experience with Top links is that they end up in the navigation > > stack, and are therefore confusing, WRT, oh, using the scroll bar (if > > one does not wish to move one's hand to the keyboard. > > > > Have I been poorly served by my browsers? > > The issue with using the scrollbar is the reason I suggested the "Top" > link in the first place. Oftentimes here at work we get tickets that > end up long enough to reduce the scroll bar to a mere quarter of an > inch. Considering I have my resolution set to 1280x1024 you can imagine > how long these things get. Perhaps you're poorly served by your browser. My laptop is native at 1400x1050, and I almost never get a scrollbar thumb too short for me to grab reliably, but that's in Firefox, which probably purposefully limits how short the thumb can be. So, clearly, confusing Back-page-lists not withstanding, there's a call for it. 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 rfh at pipex.net Wed Sep 13 12:51:31 2006 From: rfh at pipex.net (Roy El-Hames) Date: Wed, 13 Sep 2006 17:51:31 +0100 Subject: [rt-users] Attachments getting mangled In-Reply-To: References: Message-ID: <45083713.6060701@pipex.net> Jeremy; Have a look at : http://lists.fsck.com/pipermail/rt-users/2006-July/040843.html it maybe related. Roy Peake, Jeremy wrote: >> $MaxAttachmentSize (make sure it's big enough) $TruncateLongAttachments >> > (make sure it's undef) $DropLongAttachments (make sure it's undef) > > > I checked that out, $MaxAttachSize is 10 megs and truncate and drop are > both undef. > > Also saw an earlier post of same issue, and tried reinstalling Perl > (5.8.8) but the probem remains. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 mpressly at claborn.net Wed Sep 13 15:04:43 2006 From: mpressly at claborn.net (Matthew Pressly) Date: Wed, 13 Sep 2006 14:04:43 -0500 Subject: [rt-users] Customization on Debian Message-ID: <20060913190443.GC20399@pyrite.graphics> What's the best approach to keeping a debian installation of RT under CVS to help manage local changes and customization? I'm thinking of either installing the debian package, then doing a cvs import of /usr/share/request-tracker3.4 /usr/local/share/request-tracker3.4 /etc/request-tracker3.4 or installing from the current rt source (tar.gz) download and then cvs importing the directories where RT gets installed (those containing html, lib, configuration, etc.) similar to above. Is there any significant advantage to one approach over the other? -- Matthew From jesse at bestpractical.com Wed Sep 13 15:39:06 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 13 Sep 2006 15:39:06 -0400 Subject: [rt-users] Problems on production box with 'comp' parameter afterpatching In-Reply-To: References: Message-ID: <20060913193906.GJ10042@bestpractical.com> On Wed, Sep 13, 2006 at 09:00:41AM -0500, Flynn, Timothy J wrote: > Sorry, here are the software versions What happens if you update CGI.pm from CPAN? > RT 3.4.5 > RedHat ELAS4 > > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Flynn, > Timothy J > Sent: Wednesday, September 13, 2006 8:50 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Problems on production box with 'comp' parameter > afterpatching > > Hi, > > I am running Redhat and running up2date and I get the error: > > [Wed Sep 13 13:45:46 2006] [crit]: The 'comp' parameter (undef) to > HTML::Mason::Request::CGI->new() was an 'undef', which is not one of the > allowed types: scalar object > > Stack: > [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:127] > [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:63] > [/usr/local/rt3/bin/webmux.pl:123] > [-e:0] > (/usr/local/rt3/bin/webmux.pl:125) > > After applying the patches and opening the website. Looking at this > does anyone have any ideas what module is causing this and how to > correct? We were able to rollback the changes when this first happened > but when we tried the patches again this time we are unable to rollback > the patches. This is a critical error on our production system so any > immediate help is greatly appreciated. > > -Tim > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 taylor.andrew.j at gmail.com Wed Sep 13 15:59:29 2006 From: taylor.andrew.j at gmail.com (Drew Taylor) Date: Wed, 13 Sep 2006 15:59:29 -0400 Subject: [rt-users] ATOM API summary document? Message-ID: Is there a document which details the ATOM API? I can look through the components, but that is tedious to say the least. I'm trying to improve a custom app which uses the ATOM API, but not knowing the full API there is no way to know if a better way exists. :-) For instance: once method gets all the custom fields for a ticket. It returns a hash of CF.Name => Value. But to get through this it does the following steps: 1) Get number of custom fields 2) Loop from 0..$count to get the value for each CF in the Ticket 3) Get Queue ID from Ticket 4) Loop through CF IDs in #2 to get CF Name 5) return hashref This seems like a lot of extra work if there happens to be a simpler way. If not, could this be a feature request? :-) Thanks, Drew -- ---------------------------------------------------------------- Drew Taylor * Web development & consulting Email: drew at drewtaylor.com * Site implementation & hosting Web : www.drewtaylor.com * perl/mod_perl/DBI/mysql/postgres ---------------------------------------------------------------- From dyoung-rtusers at techsafari.com Wed Sep 13 16:43:42 2006 From: dyoung-rtusers at techsafari.com (dyoung-rtusers at techsafari.com) Date: Wed, 13 Sep 2006 16:43:42 -0400 Subject: [rt-users] Attachments getting mangled In-Reply-To: <45083713.6060701@pipex.net> Message-ID: <007301c6d775$4d05a980$14141eac@TSDYoung> All, > Hello, Chris. > Could you backup your DB, and run next to SQL queries? > ALTER TABLE Attachments CHANGE Content Content LONGBLOB NULL; > > Then check if you could binary attachments without problems and report > back. > This query is safe but anyway I would suggest you to backup data. Running this fixed my attachment corruption problem, thanks! I think the Gentoo Installation Guide mentions changing some aspects of the RT database in the comments section near the end of the document. This may be why both Jeremy and I had this problem (we're both running on GenToo). I followed the threads listed in that Guide to finally get it working, but I honestly don't remember everything that was tweaked along the way. Perhaps someone more knowledgeable could change the GentooInstallGuide to reflect the above fix for future users? Thanks again, Donovan -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Roy El-Hames Sent: Wednesday, September 13, 2006 12:52 PM To: Peake, Jeremy Cc: Schultz, Eric; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Attachments getting mangled Jeremy; Have a look at : http://lists.fsck.com/pipermail/rt-users/2006-July/040843.html it maybe related. Roy Peake, Jeremy wrote: >> $MaxAttachmentSize (make sure it's big enough) $TruncateLongAttachments >> > (make sure it's undef) $DropLongAttachments (make sure it's undef) > > > I checked that out, $MaxAttachSize is 10 megs and truncate and drop are > both undef. > > Also saw an earlier post of same issue, and tried reinstalling Perl > (5.8.8) but the probem remains. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 joshb at netcentralinc.com Wed Sep 13 17:20:46 2006 From: joshb at netcentralinc.com (Josh Barron) Date: Wed, 13 Sep 2006 15:20:46 -0600 Subject: [rt-users] RT at a Glance Custom Fields Message-ID: <1CD7A3530F98054194C0E6BBDA4A684902594E@corpmain.NetCentral.local> Hi everyone, Is there a way to make a custom field show up on the RT at a Glance page? Scenario: We created a custom drop down box field with all of our clients in it. The field is mandatory when you open a ticket. I would like to have the contents of that field show up as a column on "n highest priority" and "n newest unowned tickets" sections of the RT at a glance page? Is this doable? Thanks 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 kerrboy at gmail.com Wed Sep 13 17:28:05 2006 From: kerrboy at gmail.com (Brian Kerr) Date: Wed, 13 Sep 2006 17:28:05 -0400 Subject: [rt-users] Ticket Query causes mysql to spin endlessly In-Reply-To: References: <1132079504.31811.216.camel@rhodium.audiumcorp.com> Message-ID: On 11/15/05, 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. > > The difference I see however is that in our case, either querying > 'Content LIKE "test"' or 'Subject LIKE "test"' works fine seperately > and is generally very fast (a few seconds). However, when combined, > they never complete. Even after clearing the cookie or restarting the > browser, mysql will sit and chew on that query for as long as I've > ever waited (up to 10 minutes) and never complete. I would expect the > query to perhaps take twice as long as querying each item seperately, > but when a full content search takes 5 seconds I can't understand why > additionally searching the subject would increase that to over 10 > minutes. This is still biting us too. Mysql 4.1.18 + RT 3.4.5 + fastcgi Has anyone found a workaround? Has it been fixed in the 3.6 release? Thanks, Brian From kira at lightsphere.com Wed Sep 13 18:13:54 2006 From: kira at lightsphere.com (Jackie Hamilton) Date: Wed, 13 Sep 2006 17:13:54 -0500 Subject: [rt-users] RT 3.6 performance problems Message-ID: <20060913171354.442714.9f07f890@lightsphere.com> Sorry to rehash this thread, but I'm still having trouble with the Tickets page having all 150K+ users in the "Owner" pull down, rendering the page unusable. I downgraded our MySQL to 4.1.21, so I know it's not a MySQL 5.0 issue. I've reviewed the previous thread where another user was having this problem. I'm not clear on the solution though. In Theo's case it looked like it was related to a disabled queue having OwnTicket rights. However, none of the queues on my system are disabled: mysql> SELECT * FROM ACL WHERE RightName = 'OwnTicket' order by ObjectId; +-----+---------------+-------------+-----------+------------+----------+-------------+---------------+ | id | PrincipalType | PrincipalId | RightName | ObjectType | ObjectId | DelegatedBy | DelegatedFrom | +-----+---------------+-------------+-----------+------------+----------+-------------+---------------+ | 2 | Group | 11 | OwnTicket | RT::System | 1 | 0 | 0 | | 19 | Group | 332274 | OwnTicket | RT::Queue | 3 | 0 | 0 | | 37 | Group | 332273 | OwnTicket | RT::Queue | 4 | 0 | 0 | | 64 | Group | 193983 | OwnTicket | RT::Queue | 5 | 0 | 0 | | 63 | Group | 203501 | OwnTicket | RT::Queue | 5 | 0 | 0 | | 65 | Group | 294765 | OwnTicket | RT::Queue | 5 | 0 | 0 | | 104 | Group | 217313 | OwnTicket | RT::Queue | 6 | 0 | 0 | | 103 | Group | 332274 | OwnTicket | RT::Queue | 6 | 0 | 0 | | 130 | Group | 332273 | OwnTicket | RT::Queue | 8 | 0 | 0 | | 154 | Group | 332275 | OwnTicket | RT::Queue | 9 | 0 | 0 | | 155 | Group | 179139 | OwnTicket | RT::Queue | 9 | 0 | 0 | | 156 | Group | 203501 | OwnTicket | RT::Queue | 9 | 0 | 0 | | 183 | Group | 332276 | OwnTicket | RT::Queue | 10 | 0 | 0 | | 203 | Group | 332277 | OwnTicket | RT::Queue | 11 | 0 | 0 | | 220 | Group | 3 | OwnTicket | RT::Queue | 12 | 0 | 0 | | 221 | Group | 332273 | OwnTicket | RT::Queue | 12 | 0 | 0 | | 244 | Group | 332278 | OwnTicket | RT::Queue | 13 | 0 | 0 | | 265 | Group | 294765 | OwnTicket | RT::Queue | 15 | 0 | 0 | +-----+---------------+-------------+-----------+------------+----------+-------------+---------------+ 18 rows in set (0.00 sec) mysql> select id,Name,Created,LastUpdated,Disabled from Queues where id in (1,3,4,5,6,7,9,10,11,12,13,15); +----+------------+---------------------+---------------------+----------+ | id | Name | Created | LastUpdated | Disabled | +----+------------+---------------------+---------------------+----------+ | 3 | backlog | 2003-11-07 00:14:17 | 2003-11-07 00:14:17 | 0 | | 4 | general | 2002-09-09 13:13:55 | 2002-09-12 06:53:25 | 0 | | 5 | inventory | 2004-10-12 13:58:14 | 2004-10-12 13:58:14 | 0 | | 6 | it | 2003-01-10 02:09:41 | 2003-01-10 02:09:41 | 0 | | 7 | jobs | 2006-06-01 15:15:44 | 2006-06-01 15:15:44 | 0 | | 9 | ops | 2003-01-10 02:10:16 | 2003-01-10 02:10:16 | 0 | | 10 | pr | 2003-01-10 02:02:30 | 2003-01-10 02:02:30 | 0 | | 11 | promotions | 2003-03-06 13:35:56 | 2003-03-06 13:35:56 | 0 | | 12 | research | 2005-02-18 15:50:25 | 2005-02-21 12:40:33 | 0 | | 13 | sales | 2003-01-07 12:59:26 | 2003-01-08 16:58:23 | 0 | | 15 | suggest | 2005-08-12 14:16:21 | 2005-08-12 14:18:11 | 0 | +----+------------+---------------------+---------------------+----------+ 11 rows in set (0.00 sec) How do I fix this so the "Owner" list doesn't consist of every user in the db? What should I be looking for, here? Thanks, -- Jackie Hamilton kira at lightsphere.com From jesse at bestpractical.com Wed Sep 13 18:15:22 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 13 Sep 2006 18:15:22 -0400 Subject: [rt-users] RT 3.6 performance problems In-Reply-To: <20060913171354.442714.9f07f890@lightsphere.com> References: <20060913171354.442714.9f07f890@lightsphere.com> Message-ID: <20060913221522.GQ10042@bestpractical.com> I'm betting it's your "research" queue. On Wed, Sep 13, 2006 at 05:13:54PM -0500, Jackie Hamilton wrote: > > Sorry to rehash this thread, but I'm still having trouble with the Tickets page having all 150K+ users in the "Owner" pull down, rendering the page unusable. I downgraded our MySQL to 4.1.21, so I know it's not a MySQL 5.0 issue. > > I've reviewed the previous thread where another user was having this problem. I'm not clear on the solution though. In Theo's case it looked like it was related to a disabled queue having OwnTicket rights. However, none of the queues on my system are disabled: > > mysql> SELECT * FROM ACL WHERE RightName = 'OwnTicket' order by ObjectId; > +-----+---------------+-------------+-----------+------------+----------+-------------+---------------+ > | id | PrincipalType | PrincipalId | RightName | ObjectType | ObjectId | DelegatedBy | DelegatedFrom | > +-----+---------------+-------------+-----------+------------+----------+-------------+---------------+ > | 2 | Group | 11 | OwnTicket | RT::System | 1 | 0 | 0 | > | 19 | Group | 332274 | OwnTicket | RT::Queue | 3 | 0 | 0 | > | 37 | Group | 332273 | OwnTicket | RT::Queue | 4 | 0 | 0 | > | 64 | Group | 193983 | OwnTicket | RT::Queue | 5 | 0 | 0 | > | 63 | Group | 203501 | OwnTicket | RT::Queue | 5 | 0 | 0 | > | 65 | Group | 294765 | OwnTicket | RT::Queue | 5 | 0 | 0 | > | 104 | Group | 217313 | OwnTicket | RT::Queue | 6 | 0 | 0 | > | 103 | Group | 332274 | OwnTicket | RT::Queue | 6 | 0 | 0 | > | 130 | Group | 332273 | OwnTicket | RT::Queue | 8 | 0 | 0 | > | 154 | Group | 332275 | OwnTicket | RT::Queue | 9 | 0 | 0 | > | 155 | Group | 179139 | OwnTicket | RT::Queue | 9 | 0 | 0 | > | 156 | Group | 203501 | OwnTicket | RT::Queue | 9 | 0 | 0 | > | 183 | Group | 332276 | OwnTicket | RT::Queue | 10 | 0 | 0 | > | 203 | Group | 332277 | OwnTicket | RT::Queue | 11 | 0 | 0 | > | 220 | Group | 3 | OwnTicket | RT::Queue | 12 | 0 | 0 | > | 221 | Group | 332273 | OwnTicket | RT::Queue | 12 | 0 | 0 | > | 244 | Group | 332278 | OwnTicket | RT::Queue | 13 | 0 | 0 | > | 265 | Group | 294765 | OwnTicket | RT::Queue | 15 | 0 | 0 | > +-----+---------------+-------------+-----------+------------+----------+-------------+---------------+ > 18 rows in set (0.00 sec) > > mysql> select id,Name,Created,LastUpdated,Disabled from Queues where id in (1,3,4,5,6,7,9,10,11,12,13,15); > +----+------------+---------------------+---------------------+----------+ > | id | Name | Created | LastUpdated | Disabled | > +----+------------+---------------------+---------------------+----------+ > | 3 | backlog | 2003-11-07 00:14:17 | 2003-11-07 00:14:17 | 0 | > | 4 | general | 2002-09-09 13:13:55 | 2002-09-12 06:53:25 | 0 | > | 5 | inventory | 2004-10-12 13:58:14 | 2004-10-12 13:58:14 | 0 | > | 6 | it | 2003-01-10 02:09:41 | 2003-01-10 02:09:41 | 0 | > | 7 | jobs | 2006-06-01 15:15:44 | 2006-06-01 15:15:44 | 0 | > | 9 | ops | 2003-01-10 02:10:16 | 2003-01-10 02:10:16 | 0 | > | 10 | pr | 2003-01-10 02:02:30 | 2003-01-10 02:02:30 | 0 | > | 11 | promotions | 2003-03-06 13:35:56 | 2003-03-06 13:35:56 | 0 | > | 12 | research | 2005-02-18 15:50:25 | 2005-02-21 12:40:33 | 0 | > | 13 | sales | 2003-01-07 12:59:26 | 2003-01-08 16:58:23 | 0 | > | 15 | suggest | 2005-08-12 14:16:21 | 2005-08-12 14:18:11 | 0 | > +----+------------+---------------------+---------------------+----------+ > 11 rows in set (0.00 sec) > > > How do I fix this so the "Owner" list doesn't consist of every user in the db? What should I be looking for, here? > > Thanks, > > -- Jackie Hamilton > kira at lightsphere.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 joby at u.washington.edu Wed Sep 13 18:36:16 2006 From: joby at u.washington.edu (Joby Walker) Date: Wed, 13 Sep 2006 15:36:16 -0700 Subject: [rt-users] RT 3.6 performance problems In-Reply-To: <20060913171354.442714.9f07f890@lightsphere.com> References: <20060913171354.442714.9f07f890@lightsphere.com> Message-ID: <450887E0.50308@u.washington.edu> Jackie Hamilton wrote: > mysql> SELECT * FROM ACL WHERE RightName = 'OwnTicket' order by ObjectId; > +-----+---------------+-------------+-----------+------------+----------+-------------+---------------+ > | id | PrincipalType | PrincipalId | RightName | ObjectType | ObjectId | DelegatedBy | DelegatedFrom | > +-----+---------------+-------------+-----------+------------+----------+-------------+---------------+ > | 220 | Group | 3 | OwnTicket | RT::Queue | 12 | 0 | 0 | > +-----+---------------+-------------+-----------+------------+----------+-------------+---------------+ > > mysql> select id,Name,Created,LastUpdated,Disabled from Queues where id in (1,3,4,5,6,7,9,10,11,12,13,15); > +----+------------+---------------------+---------------------+----------+ > | id | Name | Created | LastUpdated | Disabled | > +----+------------+---------------------+---------------------+----------+ > | 12 | research | 2005-02-18 15:50:25 | 2005-02-21 12:40:33 | 0 | > +----+------------+---------------------+---------------------+----------+ > How do I fix this so the "Owner" list doesn't consist of every user in the db? What should I be looking for, here? > This is your problem. You have given "Everyone" (Principal id 3) the right to own ticket in the research queue. Joby Walker C&C SSG, University of Washington From ocraig at stillsecure.com Wed Sep 13 18:42:00 2006 From: ocraig at stillsecure.com (Ole Craig) Date: Wed, 13 Sep 2006 16:42:00 -0600 Subject: [rt-users] From a template, how do I get a handle to a ticket attachment? Message-ID: <1158187320.19981.71.camel@hex.latis.com> (3.6.0/mysql4/CentOS) >From a template, how can I get at the value of a specific header in the first email message in a ticket? I know how to get it in a scrip: my $trans = $self->TransactionObj; my $msgattr = $trans->Message->First; my $headerval = $msgattr->GetHeader('X-MY-HEADER'); ...but when I try to do that from template context I get this: [Tue Sep 12 11:33:25 2006] [error]: Template parsing error: Can't call method "TransactionObj" on an undefined value at template line 1. Background: I want to fire a pager if RT gets an email with a particular value in the "to" header, and I want to extract information from that header and put it into the email that gets sent to the pager, hence the need to have a handle to it in the template. Alternatively, how can I pass a value from a scrip to the template it calls? I have a scrip with a custom condition that's firing just fine, using the snippet above to look for my keyword in the headers of the email that creates a ticket. If I can pass a variable from that scrip to the template I wouldn't need to duplicate the calls... Thanks for any helpful thoughts, Ole -- /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 kira at lightsphere.com Wed Sep 13 18:49:17 2006 From: kira at lightsphere.com (Jackie Hamilton) Date: Wed, 13 Sep 2006 17:49:17 -0500 Subject: [rt-users] RT 3.6 performance problems In-Reply-To: <20060913221522.GQ10042@bestpractical.com> References: <20060913171354.442714.9f07f890@lightsphere.com> <20060913221522.GQ10042@bestpractical.com> Message-ID: <20060913174917.211863.2fe1481d@lightsphere.com> On Wed, 13 Sep 2006 18:15:22 -0400, Jesse Vincent wrote: > > I'm betting it's your "research" queue. Ok. I deleted that record from the ACL table, it fixes the problem: | 220 | Group | 3 | OwnTicket | RT::Queue | 12 | 0 | 0 | I see that group id 3 is "Everyone", so that's why it was causing the problem. Thanks! -- Jackie Hamilton kira at lightsphere.com From purp at acm.org Wed Sep 13 19:04:02 2006 From: purp at acm.org (Jim Meyer) Date: Wed, 13 Sep 2006 16:04:02 -0700 Subject: [rt-users] Ticket Query bug 3.6.1? Unknown field: Requestor.EmailAddress In-Reply-To: References: <7d73da0609021049v5537b381jbbf35690ebca0dba@mail.gmail.com> Message-ID: Hello! On 9/3/06, Torsten Brumm wrote: > check the maillinglist, there was a threat some days ago with a patch for > this. Hmm. I've gone looking for this and had no luck. Could some kind soul provide a direct pointer to the FM that I may R(t)? Thanks! --j > 2006/9/2, Juan Mas : > > I just finished upgrading to RT 3.6.1 and I was checking out one of my > common searches. When I try to search Im getting Unknown field: > Requestor.EmailAddress, though every other field seems to be working. Is > there a workaround for this? -- Jim Meyer, Geek at Large purp at acm.org From purp at acm.org Wed Sep 13 19:06:19 2006 From: purp at acm.org (Jim Meyer) Date: Wed, 13 Sep 2006 16:06:19 -0700 Subject: [rt-users] Results Unknown field: Requestor.EmailAddress In-Reply-To: <589c94400608300609p149b920s85d82235a327dbe1@mail.gmail.com> References: <50918.82.69.192.46.1156931099.squirrel@webmail.suretecsystems.com> <589c94400608300609p149b920s85d82235a327dbe1@mail.gmail.com> Message-ID: Hello! On 8/30/06, Ruslan Zakirov wrote: > I think it was fixed in 3.6.2, it's not yet released, but you can grab > a patch from svn repository if you need it ASAP. I'm dense and not svn-savvy. Can you give me quick hints how to find/make/get this patch? Thanks! --j > On 8/30/06, Gavin Henry wrote: > > Hi All, > > > > Just doing some ticket searches and hit: > > > > Results > > Unknown field: Requestor.EmailAddress > > > > This is with 3.6.1 > > > > Any ideas? > > > > -- > > Kind Regards, > > > > Gavin Henry. > > Managing Director. > > > > T +44 (0) 1224 279484 > > M +44 (0) 7930 323266 > > F +44 (0) 1224 824887 > > E ghenry at suretecsystems.com > > > > Open Source. Open Solutions(tm). > > > > http://www.suretecsystems.com/ > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: 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 > -- Jim Meyer, Geek at Large purp at acm.org From ruslan.zakirov at gmail.com Wed Sep 13 19:30:37 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 14 Sep 2006 03:30:37 +0400 Subject: [rt-users] Results Unknown field: Requestor.EmailAddress In-Reply-To: References: <50918.82.69.192.46.1156931099.squirrel@webmail.suretecsystems.com> <589c94400608300609p149b920s85d82235a327dbe1@mail.gmail.com> Message-ID: <589c94400609131630m5c50d528ic204e0a639f1b483@mail.gmail.com> http://svn.bestpractical.com/cgi-bin/index.cgi/bps/revision?rev=5782 On 9/14/06, Jim Meyer wrote: > Hello! > > On 8/30/06, Ruslan Zakirov wrote: > > I think it was fixed in 3.6.2, it's not yet released, but you can grab > > a patch from svn repository if you need it ASAP. > > I'm dense and not svn-savvy. Can you give me quick hints how to > find/make/get this patch? > > Thanks! > > --j > > > On 8/30/06, Gavin Henry wrote: > > > Hi All, > > > > > > Just doing some ticket searches and hit: > > > > > > Results > > > Unknown field: Requestor.EmailAddress > > > > > > This is with 3.6.1 > > > > > > Any ideas? > > > > > > -- > > > Kind Regards, > > > > > > Gavin Henry. > > > Managing Director. > > > > > > T +44 (0) 1224 279484 > > > M +44 (0) 7930 323266 > > > F +44 (0) 1224 824887 > > > E ghenry at suretecsystems.com > > > > > > Open Source. Open Solutions(tm). > > > > > > http://www.suretecsystems.com/ > > > > > > > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Community help: http://wiki.bestpractical.com > > > Commercial support: 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 > > > > > -- > Jim Meyer, Geek at Large purp at acm.org > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Wed Sep 13 19:32:06 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 14 Sep 2006 03:32:06 +0400 Subject: [rt-users] Ticket Query bug 3.6.1? Unknown field: Requestor.EmailAddress In-Reply-To: References: <7d73da0609021049v5537b381jbbf35690ebca0dba@mail.gmail.com> Message-ID: <589c94400609131632k671b20c0h5694c79efbf1e2d0@mail.gmail.com> http://svn.bestpractical.com/cgi-bin/index.cgi/bps/revision?rev=5782 On 9/14/06, Jim Meyer wrote: > Hello! > > On 9/3/06, Torsten Brumm wrote: > > check the maillinglist, there was a threat some days ago with a patch for > > this. > > Hmm. I've gone looking for this and had no luck. Could some kind soul > provide a direct pointer to the FM that I may R(t)? > > Thanks! > > --j > > > 2006/9/2, Juan Mas : > > > > I just finished upgrading to RT 3.6.1 and I was checking out one of my > > common searches. When I try to search Im getting Unknown field: > > Requestor.EmailAddress, though every other field seems to be working. Is > > there a workaround for this? > -- > Jim Meyer, Geek at Large purp at acm.org > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From twilson at buffalo.k12.mn.us Wed Sep 13 22:57:11 2006 From: twilson at buffalo.k12.mn.us (Tim Wilson) Date: Wed, 13 Sep 2006 21:57:11 -0500 Subject: [rt-users] [WIKI] Using RT to implement ITIL processes Message-ID: <45087EB70200006100005960@staffmail.buffalo.k12.mn.us> Hi all, Any interest in creating a section in the wiki dedicated to documenting how RT can be used to implement ITIL processes? Seems like a good fit to me. -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 dshannon at techfluent.com Thu Sep 14 00:53:38 2006 From: dshannon at techfluent.com (Duncan Shannon) Date: Wed, 13 Sep 2006 23:53:38 -0500 Subject: [rt-users] [WIKI] Using RT to implement ITIL processes Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB4527C4AF@TF-FS2.internal.techfluent.com> > Any interest in creating a section in the wiki dedicated to documenting > how RT can be used to implement ITIL processes? Seems like a good fit to > me. Sounds good to me... sounds also like you have some experience here... Im a wiki admin and would love to help where I can. duncan Duncan Shannon Techfluent, Inc. (P) 612-638-1300 (F) 612-638-1310 dshannon at techfluent.com www.techfluent.com From jhammerman at mobitv.com Thu Sep 14 01:24:29 2006 From: jhammerman at mobitv.com (Joe Hammerman) Date: Wed, 13 Sep 2006 22:24:29 -0700 Subject: [rt-users] How to require every created ticket to have an owner? Message-ID: <0F3FF650791EEF4E9F8E4330F6F091D1012FCF44@EXCHANGE01.mobitv.corp> Hello list. I tried to Google this, and I searched through the RT TWiki, but I couldn't find any answers. Is there a way to remove the possibility that a ticket can be owned by 'Nobody' on a per queue basis? Is it possible to force an owner for every ticket globally? Thanks! -------------- next part -------------- An HTML attachment was scrubbed... URL: From nigel at cofa.unsw.edu.au Wed Sep 13 15:15:45 2006 From: nigel at cofa.unsw.edu.au (Nigel Kersten) Date: Thu, 14 Sep 2006 05:15:45 +1000 Subject: [rt-users] Removing AdminCC/status/owner from New Ticket dialogs. In-Reply-To: <20060913145356.GA7095@staff.dca.net> References: <3968320F-B047-4F8E-BF61-DC5B9E324151@cofa.unsw.edu.au> <20060912155348.GA17158@staff.dca.net> <623D16B5-F422-4177-9DC8-EB9023268890@cofa.unsw.edu.au> <20060913145356.GA7095@staff.dca.net> Message-ID: -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On 14/09/2006, at 12:53 AM, Frank Pater wrote: > Hi Nigel, > > Also note that you can add whatever logic you like in these files, > including displaying data entry fields on a per-group basis. While > I don't have any experience here, it doesn't look like it would be > much more than checking the current user's group against a hard- > coded list that you create. I actually just thought of that, and was about to start poking around the API to work out how to check whether a user is a member of a certain group, or what privileges they have. - -- Nigel Kersten [Senior Technical Officer] College of Fine Arts, University of NSW, Australia. CRICOS Provider Code: 00098G -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.3 (Darwin) iD8DBQFFCFjhAXUak+OwF4gRAq8pAJ0SfLILUrEPbDPTeasyVHXBTKZ16wCeNcZv /iBDxaCdX+V2MmyYyjO9olE= =QKWv -----END PGP SIGNATURE----- From torsten.brumm at googlemail.com Thu Sep 14 02:16:07 2006 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Thu, 14 Sep 2006 08:16:07 +0200 Subject: [rt-users] [WIKI] Using RT to implement ITIL processes In-Reply-To: <2B7B7880538AA440B5FBCE7A56E8CB4527C4AF@TF-FS2.internal.techfluent.com> References: <2B7B7880538AA440B5FBCE7A56E8CB4527C4AF@TF-FS2.internal.techfluent.com> Message-ID: Hi Guys, we are also just starting to do this, so far we had tryed out all the available modules but there are many missing things. If you like, let us discuss the needs Torsten 2006/9/14, Duncan Shannon : > > > Any interest in creating a section in the wiki dedicated to > documenting > > how RT can be used to implement ITIL processes? Seems like a good fit > to > > me. > > > Sounds good to me... sounds also like you have some experience here... > Im a wiki admin and would love to help where I can. > > duncan > > Duncan Shannon > Techfluent, Inc. > (P) 612-638-1300 > (F) 612-638-1310 > dshannon at techfluent.com > www.techfluent.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 neil.baldwin at kingspan.com Thu Sep 14 05:36:28 2006 From: neil.baldwin at kingspan.com (Neil Baldwin) Date: Thu, 14 Sep 2006 10:36:28 +0100 Subject: [rt-users] Restore everything except the Tickets Message-ID: <4229F50857070249BD848EAC93C53E870145C3D9@kpcexch.kpc.kingspan.net> I have been evaluating RT for a few days and have build up a configuration that works well. Is there a way I can wipe the system I.e initialise the database but keep the configuration Queues/Templates/Users/Rights etc. This will save me having to set them all up again before we go live. Kind Regards Neil Baldwin IT Manager - Kingspan Pollution Control Tel: +44 1296 633000 Fax: +44 1296 633001 DDI: +44 1296 633256 Mob: +44 7713 189707 From jlentz at andrew.cmu.edu Thu Sep 14 08:36:22 2006 From: jlentz at andrew.cmu.edu (Jasen M. Lentz) Date: Thu, 14 Sep 2006 08:36:22 -0400 Subject: [rt-users] Moving data from the Comments field to custom fields Message-ID: <003401c6d7fa$62b34730$3e7a0280@cmg.win.cmu.edu> Is it possible to take the data in the comments field have it automatically copied to custom fields? Can this be done with scripting? ---------------------------------------------------------------------------- --- Jasen M. Lentz Senior Electronics Technician Computer Maintenance Group, Computing Services Carnegie-Mellon University 4910 Forbes Ave CYH-A71 Pittsburgh, PA 15213 Phone: 412-268-3823 (Shared Extension) Cell: 412-848-5612 CompTIA A+ and Server+ Certified Hardware Technician -----BEGIN GEEK CODE BLOCK----- Version: 3.12 GCS/CM/IT d(+) s+:+ a- C++++$ ULS+ P L+ E--- W++ N++ o K- w O- M-- V-- PS+ PE++ Y PGP t+ 5+ X-- R- tv++ b++ DI+++ D++ G e++ h--- r+++ y+++ ------END GEEK CODE BLOCK------ From sturner at MIT.EDU Thu Sep 14 09:29:51 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 14 Sep 2006 09:29:51 -0400 Subject: [rt-users] From a template, how do I get a handle to a ticket attachment? In-Reply-To: <1158187320.19981.71.camel@hex.latis.com> References: <1158187320.19981.71.camel@hex.latis.com> Message-ID: <6.2.3.4.2.20060914092549.03cd03d0@po14.mit.edu> At Wednesday 9/13/2006 06:42 PM, Ole Craig wrote: >(3.6.0/mysql4/CentOS) > > >From a template, how can I get at the value of a specific header in the >first email message in a ticket? I know how to get it in a scrip: > >my $trans = $self->TransactionObj; >my $msgattr = $trans->Message->First; >my $headerval = $msgattr->GetHeader('X-MY-HEADER'); > >...but when I try to do that from template context I get this: > >[Tue Sep 12 11:33:25 2006] [error]: Template parsing error: Can't call >method "TransactionObj" on an undefined value at template line 1. Ole, You get at objects a bit differently in templates - available to you is $Ticket, $Transaction etc. So you can replace the first 2 lines of your code above with: my $msgattr = $Transaction->Message->First; The global templates that come with RT are a good reference. Good luck, Steve From frankie at easyrider.com Thu Sep 14 10:01:00 2006 From: frankie at easyrider.com (Frank Saxton) Date: Thu, 14 Sep 2006 07:01:00 -0700 Subject: [rt-users] Moving RT off of the root URL Message-ID: <7.0.1.0.0.20060913220009.01a3b8b8@easyrider.com> I have a new installation of RT 3.6.1 on RHEL 4.0 that is working perfectly, as near as I can tell. It's a 99% vanilla install with the only difference being that I migrated my RT 3.0.1 database onto the new server. Apparently, there has been a change since RT 3.4 that makes it more difficult to move RT from http://host.com/ to something like http://host.com/rt Used to be, a simple alias in httpd.conf would do it. It seems to me that having the RT ScriptAlias pointing to root is a fundamentally bad idea unless RT is the only apache site that is going to run on the server. In my case, doing this broke all of the PHP and HTML sites! I presume someone has already solved this problem. I would be grateful if someone could point me to the detailed information on what I need to do to make this change. I have spent the better part of the last weekend experimenting with RT_SiteConfig.pm and httpd.conf without much success. I've gotten it to mostly move over but there were functions that still weren't right. A complete, detailed, tested. "official" procedure would be hugely appreciated at this point TIA! From ytang at uchicago.edu Thu Sep 14 12:01:17 2006 From: ytang at uchicago.edu (Yongrui Tang) Date: Thu, 14 Sep 2006 11:01:17 -0500 Subject: [rt-users] Re: core dump Message-ID: <45097CCD.7080304@uchicago.edu> Any one had the following problem? it is on solaris 10 and rt-3.6.1. Thanks Now creating a database for RT. Creating mysql database rt3. Now populating database schema. Creating database schema. Done setting up database schema. Now inserting database ACLs Done setting up database ACLs. Now inserting RT core system objects *** Signal 10 - core dumped make: Fatal error: Command failed for target `initialize-database' Yongrui Tang From david.oberlitner at aspidon.net Thu Sep 14 12:58:54 2006 From: david.oberlitner at aspidon.net (David Oberlitner) Date: Thu, 14 Sep 2006 10:58:54 -0600 Subject: [rt-users] Attachments getting mangled In-Reply-To: <007301c6d775$4d05a980$14141eac@TSDYoung> References: <007301c6d775$4d05a980$14141eac@TSDYoung> Message-ID: <45098A4E.3@aspidon.net> dyoung-rtusers at techsafari.com wrote: > All, > >> Hello, Chris. >> Could you backup your DB, and run next to SQL queries? >> ALTER TABLE Attachments CHANGE Content Content LONGBLOB NULL; >> >> Then check if you could binary attachments without problems and report >> back. >> This query is safe but anyway I would suggest you to backup data. > > Running this fixed my attachment corruption problem, thanks! > > I think the Gentoo Installation Guide mentions changing some aspects of the > RT database in the comments section near the end of the document. This may > be why both Jeremy and I had this problem (we're both running on GenToo). I > followed the threads listed in that Guide to finally get it working, but I > honestly don't remember everything that was tweaked along the way. > > Perhaps someone more knowledgeable could change the GentooInstallGuide to > reflect the above fix for future users? Changing the Content type in the Attachments table from LONGTEXT to LONGBLOB via ALTER TABLE Attachments CHANGE Content Content LONGBLOB NULL; worked for me also. I observe the following in /opt/rt3/etc/schema.mysql: CREATE TABLE Attachments ( . . Content LONGTEXT NULL , . . ) TYPE=InnoDB; Is this an error in the RT3 MySQL schema? Running Gentoo and RT 3.6.1 Regards, David From kyle at mbrostech.com Thu Sep 14 14:05:14 2006 From: kyle at mbrostech.com (Kyle Manuel) Date: Thu, 14 Sep 2006 13:05:14 -0500 Subject: [rt-users] RT for self-service user and client admins Message-ID: <001c01c6d828$56d79be0$497ba8c0@MAIN.MBROSTECH.COM> What is the best way to setup the rights, queues, users, etc. for this? I have multiple clients. Each of them has one or more admins and one or more users. The admins need to be able to submit tickets, view all tickets for their client and be able to reply to them but not change custom fields, owner, take ownership, etc. The users can submit new tickets, reply to their own tickets, and view only their tickets. Thanks, Kyle From mpressly at claborn.net Thu Sep 14 15:27:55 2006 From: mpressly at claborn.net (Matthew Pressly) Date: Thu, 14 Sep 2006 14:27:55 -0500 Subject: [rt-users] How to search by custom fields Message-ID: <20060914192755.GE20399@pyrite.graphics> How can I search for tickets where a custom field matches a particular value? Is there a way to make the custom fields appear on the basic search form? I have added several custom fields, and given the user all rights to them and designated them to a particular queue but they don't appear anywhere on the search page. What is the syntax for doing a custom search in "Advanced Search"? I tried this in advanced search: CF.{MyCustomField} like 'some value' but that did not return any tickets, even though some have the custom field set appropriately. I have searched google, the RT Essentials book, and the wiki. I'm sure I have missed something obvious. I am using rt 3.6.1. Any help will be greatly appreciated. -- Matthew From ocraig at stillsecure.com Thu Sep 14 15:42:34 2006 From: ocraig at stillsecure.com (Ole Craig) Date: Thu, 14 Sep 2006 13:42:34 -0600 Subject: [rt-users] From a template, how do I get a handle to a ticket attachment? In-Reply-To: <6.2.3.4.2.20060914092549.03cd03d0@po14.mit.edu> References: <1158187320.19981.71.camel@hex.latis.com> <6.2.3.4.2.20060914092549.03cd03d0@po14.mit.edu> Message-ID: <1158262954.19981.172.camel@hex.latis.com> On Thu, 2006-09-14 at 09:29 -0400, 'twas brillig and Stephen Turner scrobe: > Ole, > > You get at objects a bit differently in templates - available to you > is $Ticket, $Transaction etc. So you can replace the first 2 lines > of your code above with: > > my $msgattr = $Transaction->Message->First; > > The global templates that come with RT are a good reference. > > Good luck, > Steve > Stephen - Thanks! I could have sworn I'd tried that and got an error, but apparently not; maybe I fatfingered something last time. Is there a wikipage or other resource that lists what objects and structures are inherently available within scrips and templates? I have the Essentials book, but it's not much help at that level. Anyhow, my template is now working: To: { my $msgattr = $Transaction->Message->First; my $customername = $msgattr->GetHeader('X-MY-HEADERVAL'); my $pageraddr = $customername . 'pager at nagios.example.com'; $RT::Logger->warning("using \'$pageraddr\' as pager address;"); return $pageraddr;} RT-Attach-Message: yes Pager alert from $customername! Subject: {$Transaction->Subject || $Ticket->Subject || "(No subject given)"} Requestors: {$Ticket->RequestorAddresses} {$Transaction->Content()} Now I can move on to figuring out how to get Nagios to add a comment to the ticket when it receives an ACK from the pager. -- /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 chrisb at webreachinc.com Thu Sep 14 15:50:49 2006 From: chrisb at webreachinc.com (Chris Black) Date: Thu, 14 Sep 2006 12:50:49 -0700 Subject: [rt-users] CLI - Line Breaks for body Message-ID: <3E0F895D-B271-4322-93FC-ED27DCF17D34@webreachinc.com> Hi, I need to use the CLI to create tickets, however I'm having issues submitting line breaks in the body. How do you indicate a line break to RT through the CLI. I'm using the script in this example: http://wiki.bestpractical.com/index.cgi?CliBasics Thanks, Cj B From kmccann at epalscorp.com Thu Sep 14 15:45:16 2006 From: kmccann at epalscorp.com (Kevin McCann) Date: Thu, 14 Sep 2006 15:45:16 -0400 Subject: [rt-users] Can't get RT installed Message-ID: <4509B14C.5070601@epalscorp.com> Hello everyone, I asked about this before, but no response, and I'm no further ahead, so I guess I'll ask again and cross my fingers... I have RT installed on an old box running RH 7.3. It was installed long before I got here (in my current place of employment). I have been asked to move RT to a new box running Mandriva 2006. I have installed all of the required Perl modules, and I finally got RT to built with no errors. I have followed the install istructions properly, as far as I can see. But when I try to start Apache, it fails. In my apache2 config file, I have this: PerlModule Apache2 Apache::compat PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason When I have this line included: PerlRequire /opt/rt3/bin/webmux.pl I get the following errors in the apache error log file: ---------------- [Thu Sep 14 15:04:47 2006] [error] Bareword "Apache2::Const::OK" not allowed while "strict subs" in use at /usr/lib/perl5/vendor_perl/5.8.7/i386-linux/Apache2/Status.pm line 122. Bareword "Apache2::Const::OK" not allowed while "strict subs" in use at /usr/lib/perl5/vendor_perl/5.8.7/i386-linux/Apache2/Status.pm line 142. BEGIN not safe after errors--compilation aborted at /usr/lib/perl5/vendor_perl/5.8.7/i386-linux/Apache2/Status.pm line 233. Compilation failed in require at (eval 210) line 2. BEGIN failed--compilation aborted at (eval 210) line 2. Stack: [/usr/lib/perl5/site_perl/5.8.7/HTML/Mason/ApacheHandler.pm:355] [/opt/rt3/bin/webmux.pl:111] Compilation failed in require at /opt/rt3/lib/RT/Interface/Web/Handler.pm line 130. Compilation failed in require at (eval 2) line 1 ----------------- When I comment that one line out, the errors go away and Apache starts (but I don't have RT, of course). Can *anyone* offer any help? Any ideas at all? I'm really stumped here. I have moved all other services from the old box, this is the last hurdle and it seems to be a doozy. Thanks in advance for any assistance, - Kevin From fpater at dca.net Thu Sep 14 16:12:00 2006 From: fpater at dca.net (Frank Pater) Date: Thu, 14 Sep 2006 16:12:00 -0400 Subject: [rt-users] CLI - Line Breaks for body In-Reply-To: <3E0F895D-B271-4322-93FC-ED27DCF17D34@webreachinc.com> References: <3E0F895D-B271-4322-93FC-ED27DCF17D34@webreachinc.com> Message-ID: <20060914201200.GB4207@staff.dca.net> Hi Cj, We were unable to get the text attribute of 'rt create -t ticket' to accept newlines on the CLI. The -m flag to 'rt comment' accepts them, though. We used this 2-step process to create our tickets with existing data. Sincerely, Frank Pater DCANet http://www.dca.net voice: 888-4-DCANET (888-432-2638) fax: 302-426-6386 On Thu, Sep 14, 2006 at 12:50:49PM -0700, Chris Black wrote: > Hi, I need to use the CLI to create tickets, however I'm having > issues submitting line breaks in the body. How do you indicate a line > break to RT through the CLI. I'm using the script in this example: > http://wiki.bestpractical.com/index.cgi?CliBasics > > Thanks, > Cj B > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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: not available Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From chrisb at webreachinc.com Thu Sep 14 16:26:52 2006 From: chrisb at webreachinc.com (Chris Black) Date: Thu, 14 Sep 2006 13:26:52 -0700 Subject: [rt-users] CLI - Line Breaks for body In-Reply-To: <20060914201200.GB4207@staff.dca.net> References: <3E0F895D-B271-4322-93FC-ED27DCF17D34@webreachinc.com> <20060914201200.GB4207@staff.dca.net> Message-ID: <60677514-3E13-49EC-B94D-C26C45A458CB@webreachinc.com> Hi, I haven't attempted to use this CLI command before, but when I try now I get: [root at felwood rt]$ ./bin/rt comment -m "this is a test\n test" 5242 Password: rt: Server error: Not Found (404) Any ideas on that? I currently do it using this script: #!/usr/bin/perl -w use lib "/usr/local/rt/lib"; use lib "/usr/local/rt/etc"; use RT::Interface::CLI; use RT; RT::LoadConfig(); RT::Init(); use RT::Ticket; use RT::CurrentUser; my $CurrentUser = RT::Interface::CLI::GetCurrentUser(); use MIME::Entity; $queue = $ARGV[0]; $requestor = $ARGV[1]; $subject = $ARGV[2]; $body = $ARGV[3]; $client = $ARGV[4]; $contact = $ARGV[5]; $impact = $ARGV[6]; $phi = $ARGV[7]; $source = $ARGV[8]; $category = $ARGV[9]; $severity = $ARGV[10]; my $ticket = new RT::Ticket($CurrentUser); my $ticket_body = MIME::Entity->build(Data => $body, Type => 'text/plain'); my %ticket_vals = ( Queue => $queue, Subject => $subject, Owner => '', Requestor => $requestor, InitialPriority => '11', FinalPriority => '20', MIMEObj => $ticket_body, 'CustomField-2' => $client, 'CustomField-14' => $contact, 'CustomField-21' => $impact, 'CustomField-10' => $phi, 'CustomField-26' => $source, 'CustomField-20' => $category, 'CustomField-15' => $severity, ); my ($id, $transaction_object, $err) = $ticket->Create(% ticket_vals); print STDERR $err . "\n" if $err; Thanks, Cj B On Sep 14, 2006, at 1:12 PM, Frank Pater wrote: > Hi Cj, > > We were unable to get the text attribute of 'rt create -t ticket' > to accept newlines on the CLI. The -m flag to 'rt comment' accepts > them, though. We used this 2-step process to create our tickets > with existing data. > > Sincerely, > Frank Pater > DCANet > http://www.dca.net > voice: 888-4-DCANET (888-432-2638) > fax: 302-426-6386 > > On Thu, Sep 14, 2006 at 12:50:49PM -0700, Chris Black wrote: >> Hi, I need to use the CLI to create tickets, however I'm having >> issues submitting line breaks in the body. How do you indicate a line >> break to RT through the CLI. I'm using the script in this example: >> http://wiki.bestpractical.com/index.cgi?CliBasics >> >> Thanks, >> Cj B >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 Thu Sep 14 16:30:59 2006 From: cfernandez at voicesignal.com (Christian Fernandez) Date: Thu, 14 Sep 2006 16:30:59 -0400 Subject: [rt-users] Ldap broke after vhost changein rt server. In-Reply-To: <20060914201200.GB4207@staff.dca.net> References: <3E0F895D-B271-4322-93FC-ED27DCF17D34@webreachinc.com> <20060914201200.GB4207@staff.dca.net> Message-ID: <4509BC03.1000507@voicesignal.com> Hi guys, we pass the testing face for our RT install with ldap, so I was going to put it under the real domain. so for this I did all the right changes and sed awk etc from the right places also.. now it comes up but I can only log in as root.. everything is just fine and perfect till I try to log in as a user.. and reason is cause all of the sudem the ldap is not working: [critical]: RT::User::_GetBoundLdapObj : Cannot connect to ldap.lan.voicesignal.com (//var/www/support.lan.voicesignal.com/rt-3.6.1/local/lib/RT/User_Local.pm:438) [Thu Sep 14 20:27:06 2006] [critical]: RT::User::_GetBoundLdapObj : Cannot connect to ldap.lan.voicesignal.com (//var/www/support.lan.voicesignal.com/rt-3.6.1/local/lib/RT/User_Local.pm:438) [Thu Sep 14 20:27:06 2006] [critical]: RT::User::_GetBoundLdapObj : Cannot connect to ldap.lan.voicesignal.com (//var/www/support.lan.voicesignal.com/rt-3.6.1/local/lib/RT/User_Local.pm:438) [Thu Sep 14 20:27:06 2006] [critical]: RT::User::_GetBoundLdapObj : Cannot connect to ldap.lan.voicesignal.com (//var/www/support.lan.voicesignal.com/rt-3.6.1/local/lib/RT/User_Local.pm:438) [Thu Sep 14 20:27:06 2006] [critical]: RT::User::_GetBoundLdapObj : Cannot connect to ldap.lan.voicesignal.com (//var/www/support.lan.voicesignal.com/rt-3.6.1/local/lib/RT/User_Local.pm:438) [Thu Sep 14 20:27:06 2006] [critical]: RT::User::_GetBoundLdapObj : Cannot connect to ldap.lan.voicesignal.com (//var/www/support.lan.voicesignal.com/rt-3.6.1/local/lib/RT/User_Local.pm:438) [Thu Sep 14 20:27:06 2006] [critical]: RT::User::_GetBoundLdapObj : Cannot connect to ldap.lan.voicesignal.com (//var/www/support.lan.voicesignal.com/rt-3.6.1/local/lib/RT/User_Local.pm:438) [Thu Sep 14 20:27:06 2006] [critical]: RT::User::_GetBoundLdapObj : Cannot connect to ldap.lan.voicesignal.com (//var/www/support.lan.voicesignal.com/rt-3.6.1/local/lib/RT/User_Local.pm:438) [ Frank Pater wrote: > Hi Cj, > > We were unable to get the text attribute of 'rt create -t ticket' to accept newlines on the CLI. The -m flag to 'rt comment' accepts them, though. We used this 2-step process to create our tickets with existing data. > > Sincerely, > Frank Pater > DCANet > http://www.dca.net > voice: 888-4-DCANET (888-432-2638) > fax: 302-426-6386 > > On Thu, Sep 14, 2006 at 12:50:49PM -0700, Chris Black wrote: > >> Hi, I need to use the CLI to create tickets, however I'm having >> issues submitting line breaks in the body. How do you indicate a line >> break to RT through the CLI. I'm using the script in this example: >> http://wiki.bestpractical.com/index.cgi?CliBasics >> >> Thanks, >> Cj B >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 -------------- A non-text attachment was scrubbed... Name: cfernandez.vcf Type: text/x-vcard Size: 572 bytes Desc: not available URL: From fpater at dca.net Thu Sep 14 16:45:30 2006 From: fpater at dca.net (Frank Pater) Date: Thu, 14 Sep 2006 16:45:30 -0400 Subject: [rt-users] CLI - Line Breaks for body In-Reply-To: <60677514-3E13-49EC-B94D-C26C45A458CB@webreachinc.com> References: <3E0F895D-B271-4322-93FC-ED27DCF17D34@webreachinc.com> <20060914201200.GB4207@staff.dca.net> <60677514-3E13-49EC-B94D-C26C45A458CB@webreachinc.com> Message-ID: <20060914204530.GC4207@staff.dca.net> Hi, On Thu, Sep 14, 2006 at 01:26:52PM -0700, Chris Black wrote: > Hi, I haven't attempted to use this CLI command before, but when I > try now I get: > > [root at felwood rt]$ ./bin/rt comment -m "this is a test\n test" 5242 > Password: > rt: Server error: Not Found (404) > > Any ideas on that? Near the top of ./bin/rt there is a hash, %config. Try setting 'server' in this hash to the URL of your RT WebUI (it defaults to http://localhost/rt/ so if you can't access the WebUI via lynx from the server command-line, then this is probably why the CLI tool is failing). As for the code below, I'm still working through something similar, and I'm afraid I can't help much with that. At a minimum, you should be able to execute ./bin/rt create -t ticket and successfully create a ticket. After that, the comment syntax should work as well. Sincerely, Frank Pater DCANet http://www.dca.net voice: 888-4-DCANET (888-432-2638) fax: 302-426-6386 > > I currently do it using this script: > #!/usr/bin/perl -w > > use lib "/usr/local/rt/lib"; > use lib "/usr/local/rt/etc"; > > use RT::Interface::CLI; > use RT; > RT::LoadConfig(); > RT::Init(); > use RT::Ticket; > use RT::CurrentUser; > my $CurrentUser = RT::Interface::CLI::GetCurrentUser(); > > use MIME::Entity; > > $queue = $ARGV[0]; > $requestor = $ARGV[1]; > $subject = $ARGV[2]; > $body = $ARGV[3]; > $client = $ARGV[4]; > $contact = $ARGV[5]; > $impact = $ARGV[6]; > $phi = $ARGV[7]; > $source = $ARGV[8]; > $category = $ARGV[9]; > $severity = $ARGV[10]; > my $ticket = new RT::Ticket($CurrentUser); > my $ticket_body = MIME::Entity->build(Data => $body, > Type => 'text/plain'); > > my %ticket_vals = ( Queue => $queue, > Subject => $subject, > Owner => '', > Requestor => $requestor, > InitialPriority => '11', > FinalPriority => '20', > MIMEObj => $ticket_body, > 'CustomField-2' => $client, > 'CustomField-14' => $contact, > 'CustomField-21' => $impact, > 'CustomField-10' => $phi, > 'CustomField-26' => $source, > 'CustomField-20' => $category, > 'CustomField-15' => $severity, > ); > my ($id, $transaction_object, $err) = $ticket->Create(% > ticket_vals); > print STDERR $err . "\n" if $err; > > > Thanks, > Cj B > > > On Sep 14, 2006, at 1:12 PM, Frank Pater wrote: > > >Hi Cj, > > > >We were unable to get the text attribute of 'rt create -t ticket' > >to accept newlines on the CLI. The -m flag to 'rt comment' accepts > >them, though. We used this 2-step process to create our tickets > >with existing data. > > > >Sincerely, > >Frank Pater > >DCANet > >http://www.dca.net > >voice: 888-4-DCANET (888-432-2638) > >fax: 302-426-6386 > > > >On Thu, Sep 14, 2006 at 12:50:49PM -0700, Chris Black wrote: > >>Hi, I need to use the CLI to create tickets, however I'm having > >>issues submitting line breaks in the body. How do you indicate a line > >>break to RT through the CLI. I'm using the script in this example: > >>http://wiki.bestpractical.com/index.cgi?CliBasics > >> > >>Thanks, > >>Cj B > >>_______________________________________________ > >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >>Community help: http://wiki.bestpractical.com > >>Commercial support: 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 -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From spydrrrrr at gmail.com Thu Sep 14 16:45:53 2006 From: spydrrrrr at gmail.com (spydrrrrr at gmail.com) Date: Thu, 14 Sep 2006 16:45:53 -0400 Subject: [rt-users] RT thinks this message may be a bounce...? Message-ID: Fedora Core 4 and RT 3.4.2 I am getting more of these recently... What is the best way to troubleshoot why? The emails still seem to get to and from RT but the root user on the server gets this message with the original message attached RT thinks this message may be a bounce ... Where should I look for a root cause? Do I need to worry? Can I disable this feature? Thanks. From ivetter at math.purdue.edu Thu Sep 14 16:59:08 2006 From: ivetter at math.purdue.edu (Isaac Vetter) Date: Thu, 14 Sep 2006 16:59:08 -0400 Subject: [rt-users] RT selectively not sending email Message-ID: <4509C29C.50106@math.purdue.edu> Hello All, There are some users that RT won't send email to, upon 'Reply'ing to a ticket, these users, both as Requestors and as AdminCC's, are not listed in the "This message will be sent to" box. On a clean install (rt3.4.5, perl5.8.8, postgresql7.4, apache1.3, solaris10) there are four autocreated users. Each user is a global SuperUser, each user is a watcher in the default General queue. The same two users are consistently not sent email. The other two users are always sent email, both as Requestors and as AdminCC's. "not sent email" means that they never receive email from RT and are never listed on the "Update Ticket" page. rt.log doesn't contain an error, even at [debug]. The default scrips are in place. All four users are privileged, Global SuperUsers and AdminCC Watchers on the queue. I'm at my wit's end, any suggestions greatly appreciated. Thanks, Isaac Vetter -------------- 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 ivetter at math.purdue.edu Thu Sep 14 17:01:13 2006 From: ivetter at math.purdue.edu (Isaac Vetter) Date: Thu, 14 Sep 2006 17:01:13 -0400 Subject: [rt-users] RT thinks this message may be a bounce...? In-Reply-To: References: Message-ID: <4509C319.8040000@math.purdue.edu> I'm far from an expert, but you should look at these two settings in your RT_SiteConfig.pm file: Set($LoopsToRTOwner , Set($RTAddressRegexp , Isaac Vetter spydrrrrr at gmail.com wrote: > > > Fedora Core 4 and RT 3.4.2 > > I am getting more of these recently... > > What is the best way to troubleshoot why? The emails still seem to get > to and from RT but the root user on the server gets this message with > the original message attached > > RT thinks this message may be a bounce > ... > > Where should I look for a root cause? Do I need to worry? Can I > disable this feature? > > 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 -------------- 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 vadud3 at gmail.com Thu Sep 14 18:49:11 2006 From: vadud3 at gmail.com (Asif Iqbal) Date: Thu, 14 Sep 2006 18:49:11 -0400 Subject: [rt-users] Message Full Headers In-Reply-To: <20051218223028.GF23335@qwestip.net> References: <20051218223028.GF23335@qwestip.net> Message-ID: On 12/18/05, Asif Iqbal wrote: > Hi All > > Does anyone know what part of rt cli (REST version) to modify to get the > full headers? I can use old rt cli to get that but that requires all the > RT libraries and hence need to run locally. > > The other option of getting the content remotely is using `curl' or > `LWP'. > > OLD CLI: (first two lines) > > # $Header: /raid/cvsroot/rt/bin/rt,v 1.3 2001/11/13 16:33:28 jesse Exp $ > # RT is (c) 1996-2001 Jesse Vincent > > Any suggestion on modifying the REST version rt cli? OR should I go > ahead and use `curl'? Still trying to find out how to extract full header along with a original message--first transaction--of a ticket in cli. > > Thanks > > -- > Asif Iqbal > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > "..there are two kinds of people: those who work and those who take the credit...try > to be in the first group;...less competition there." - Indira Gandhi > _______________________________________________ > 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 > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu From nigel at cofa.unsw.edu.au Thu Sep 14 22:55:31 2006 From: nigel at cofa.unsw.edu.au (Nigel Kersten) Date: Fri, 15 Sep 2006 12:55:31 +1000 Subject: [rt-users] Removing AdminCC/status/owner from New Ticket dialogs. In-Reply-To: References: <3968320F-B047-4F8E-BF61-DC5B9E324151@cofa.unsw.edu.au> <20060912155348.GA17158@staff.dca.net> <623D16B5-F422-4177-9DC8-EB9023268890@cofa.unsw.edu.au> <20060913145356.GA7095@staff.dca.net> Message-ID: <765E2B68-7D84-4815-9827-2CBE3170DBA8@cofa.unsw.edu.au> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On 14/09/2006, at 5:15 AM, Nigel Kersten wrote: > I actually just thought of that, and was about to start poking > around the API to work out how to check whether a user is a member > of a certain group, or what privileges they have. I realise this question is really more to do with my lack of knowledge wrt Perl/Mason, but I've been poking around google for a while and the examples on the wiki and can't see how to do it. Take something like this in Ticket/Create.html <&|/l&>Status: How do I place a condition around that? I've worked out how to tell whether the current user is a member of a certain group based upon some wiki sample code: % my $GroupObj = RT::Group->new( $session{ 'CurrentUser' } ); % my $PrincipalObj = RT::Principal->new( $session{ 'CurrentUser' } ); % $PrincipalObj->Load( $session{ 'CurrentUser' }->id ); % $GroupObj->LoadUserDefinedGroup( 'RT Admins' ); % my $isRTAdmin = $GroupObj->HasMemberRecursively( $PrincipalObj ); and can put in Perl if/else loops, but I guess it all comes down to me not quite understanding the <& syntax and what that represents. I do know a fair few other languages and APIs though, so if anyone is in the mood to offer me a simple example that would be something like (although this obviously doesn't work), that would be greatly appreciated and should easily get me started: % if ( $isRTAdmin) { <&|/l&>Status: % } else { // do nothing % } - -- Nigel Kersten [Senior Technical Officer] College of Fine Arts, University of NSW, Australia. CRICOS Provider Code: 00098G -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.3 (Darwin) iD8DBQFFChYkAXUak+OwF4gRAgOsAKD7MyuCMUfvtuDM9NHiJvACJRZ/+ACeKjk3 hh5l+Sj3I5jIdhgL4jGyxSY= =yujp -----END PGP SIGNATURE----- From nigel at cofa.unsw.edu.au Thu Sep 14 23:08:52 2006 From: nigel at cofa.unsw.edu.au (Nigel Kersten) Date: Fri, 15 Sep 2006 13:08:52 +1000 Subject: [rt-users] Removing AdminCC/status/owner from New Ticket dialogs. In-Reply-To: <765E2B68-7D84-4815-9827-2CBE3170DBA8@cofa.unsw.edu.au> References: <3968320F-B047-4F8E-BF61-DC5B9E324151@cofa.unsw.edu.au> <20060912155348.GA17158@staff.dca.net> <623D16B5-F422-4177-9DC8-EB9023268890@cofa.unsw.edu.au> <20060913145356.GA7095@staff.dca.net> <765E2B68-7D84-4815-9827-2CBE3170DBA8@cofa.unsw.edu.au> Message-ID: -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On 15/09/2006, at 12:55 PM, Nigel Kersten wrote: > I do know a fair few other languages and APIs though, so if anyone > is in the mood to offer me a simple example that would be something > like (although this obviously doesn't work), that would be greatly > appreciated and should easily get me started: > > > > > % if ( $isRTAdmin) { > <&|/l&>Status: > % } else { > // do nothing > % } I'm sorry. I must have made a mistake earlier, as this does actually work. Damn that flushing the mason cache issue... - -- Nigel Kersten [Senior Technical Officer] College of Fine Arts, University of NSW, Australia. CRICOS Provider Code: 00098G -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.3 (Darwin) iD8DBQFFChlFAXUak+OwF4gRAhlfAJ9BWlnBXE573tmDLlWYrcFAUL4z5gCgmkp5 BSM72+Y6e+WRRI3ybunl+oU= =nicw -----END PGP SIGNATURE----- From jprouty at cctus.com Thu Sep 7 17:23:11 2006 From: jprouty at cctus.com (Jason Prouty) Date: Thu, 7 Sep 2006 15:23:11 -0600 Subject: [rt-users] Multiple LDAPs Message-ID: <2CC69F840555CB43B04195F218CCB57F012574@COENGEX01.cctus.com> I have MSActive directory forest with multiple domains. What is the best way to intergrate this? I have LDAP Auth already working for one domain but I can't get authentication for the second domain Set($LDAPExternalAuth, '1'); # Enable LDAP auth Set($LdapServer, "coengad01.cctus.com"); Set($LdapCAFile, undef); Set($LdapUser, 'cn=rtldap,CN=Users,dc=cctus,dc=com'); Set($LdapPass, 'Rt3Password'); #Set($LdapAuthStartTLS, '1'); # Need to use TLS or ldaps to check passwords Set($LdapAuthStartTLS, '0'); # Need to use TLS or ldaps to check passwords #Set($LdapAuthBase, "ou=users,ou=Denver,dc=cctus,dc=com"); Set($LdapAuthBase, "ou=Users,ou=Denver,dc=cctus,dc=com"); Set($LdapAuthUidAttr, 'sAMAccountName'); Set($LdapAuthFilter, '(objectClass=user)'); #Set($LdapMailBase, 'cn=Users,dc=cctus,dc=com'); Set($LdapMailBase, 'ou=Users,ou=Denver,dc=cctus,dc=com'); Set($LdapMailFilter, '(objectClass=user)'); Set($LdapMailScope, 'sub'); Set($LdapMailSearchAttr, 'mail'); %RT::LdapMailResultMap = ( 'sAMAccountName' => 'Name', 'mail' => 'EmailAddress', 'cn' => 'RealName', ); What do need to add for the other domains in my AD? Could I do multiple RT installs and point to the same database? Any thoughts? -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfh at pipex.net Fri Sep 15 05:14:09 2006 From: rfh at pipex.net (Roy El-Hames) Date: Fri, 15 Sep 2006 10:14:09 +0100 Subject: [rt-users] How to search by custom fields In-Reply-To: <20060914192755.GE20399@pyrite.graphics> References: <20060914192755.GE20399@pyrite.graphics> Message-ID: <450A6EE1.1070704@pipex.net> From query builder select the queue and hit add, you'll find the CFs appear for you .. Regards; Roy Matthew Pressly wrote: > How can I search for tickets where a custom field matches a > particular value? Is there a way to make the custom fields > appear on the basic search form? I have added several custom > fields, and given the user all rights to them and designated > them to a particular queue but they don't appear anywhere on > the search page. What is the syntax for doing a custom > search in "Advanced Search"? > > I tried this in advanced search: > > CF.{MyCustomField} like 'some value' > > but that did not return any tickets, even though some > have the custom field set appropriately. > > I have searched google, the RT Essentials book, and the wiki. > I'm sure I have missed something obvious. > > I am using rt 3.6.1. > > Any help will be greatly appreciated. > > From jokermjs19 at comcast.net Thu Sep 14 09:15:26 2006 From: jokermjs19 at comcast.net (Mathew Snyder) Date: Thu, 14 Sep 2006 09:15:26 -0400 Subject: [rt-users] changing custom field value globally Message-ID: <450955EE.2020600@comcast.net> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 We have a custom field that lists client profile names. One customer has recently changed it's name from...let's say "Jack" to "Jill". As a result, we need to alter the tickets previously marked as "Jack" to "Jill". Is there a way to do this easily or will I need to run an update on the database? Mathew Snyder -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.6 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFFCVXVr7cEqtYW7kARAv4JAKCmgZ2mgeHr4EltdcMYbLbnORJNZACePBB4 wuyn8t6t0ZChZNOUWbDVhEI= =qTpi -----END PGP SIGNATURE----- From thealbs at yahoo.co.uk Fri Sep 15 06:09:42 2006 From: thealbs at yahoo.co.uk (brian mccabe) Date: Fri, 15 Sep 2006 10:09:42 +0000 (GMT) Subject: [rt-users] Where are Queue-level AdinCC's stored in the RT database? In-Reply-To: <20060915025556.AD8A14D83A6@diesel.bestpractical.com> Message-ID: <20060915100942.36485.qmail@web25704.mail.ukl.yahoo.com> Hi there I'm hoping someone can help me. I have a requirement as follows: We have a queue that is managed during normal working hours by one set of people who watch it very closely and pick up tickets as and when required. Outside normal hours a separate team look after this queue and, because it is alongside other duties, tend not to be as diligent. I am looking for a way to set this separate group of "out of hours" people up to be AdminCC's on the queue but only between certain times of day, on certain days of the week. I can't fathom out how to do this in a scrip, so thought the best way would be to run a job at set times of day that would insert a row into the underlying RT database making this group of users an AdminCC on that queue. At other times of day I would remove that row. Surely its just a case of cronning a job that does something like: insert into xyztab values (:queue_id, :group_id, 'Admincc') .. or something similar once I can fathom out the data model ! So - does anyone know where RT stores this internally? I have looked at all the tables and can't work it out. Alternatively, if someone has a better way of achieving the same result then I'm open to all suggestions. Thanks in advance Brian From andre at ccuec.unicamp.br Fri Sep 15 07:55:01 2006 From: andre at ccuec.unicamp.br (=?ISO-8859-1?Q?Andr=E9_Luiz_Fr=E9?=) Date: Fri, 15 Sep 2006 08:55:01 -0300 Subject: [rt-users] Problem updating user info from LDAP Message-ID: <450A9495.3080202@ccuec.unicamp.br> Hi, all! I have RT 3.4.5 installed with LDAP Authentication support. The system is configured to update user info on local RT database upon user login, using data from LDAP. At this moment, this authentication is working and all fields are correctly updated, except by 'Organization'. I've already mapped my 'ou' LDAP attribute to 'Organization' in RT_SiteConfig.pm, however it's not working. But, if I map 'ou' to another user field ('City', for example), then it works fine. I can't figure out what is wrong, it seems that RT refuses to update this field. Through the web admin interface, modifications on Organization also work. If someone have any hint, please tell me. Thanks, Andre From Jeremy.Peake at bassettmechanical.com Fri Sep 15 09:45:21 2006 From: Jeremy.Peake at bassettmechanical.com (Peake, Jeremy) Date: Fri, 15 Sep 2006 08:45:21 -0500 Subject: [rt-users] Attachments getting mangled - FIXED In-Reply-To: <007301c6d775$4d05a980$14141eac@TSDYoung> Message-ID: THANKS ALL!!!!! Changing that column to LONGBLOB fixed it for me. Thanks a lot! -----Original Message----- From: Donovan Young [mailto:dyoung at techsafari.com] On Behalf Of dyoung-rtusers at techsafari.com Sent: Wednesday, September 13, 2006 3:44 PM To: Peake, Jeremy Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] Attachments getting mangled All, > Hello, Chris. > Could you backup your DB, and run next to SQL queries? > ALTER TABLE Attachments CHANGE Content Content LONGBLOB NULL; > > Then check if you could binary attachments without problems and report > back. > This query is safe but anyway I would suggest you to backup data. Running this fixed my attachment corruption problem, thanks! I think the Gentoo Installation Guide mentions changing some aspects of the RT database in the comments section near the end of the document. This may be why both Jeremy and I had this problem (we're both running on GenToo). I followed the threads listed in that Guide to finally get it working, but I honestly don't remember everything that was tweaked along the way. Perhaps someone more knowledgeable could change the GentooInstallGuide to reflect the above fix for future users? Thanks again, Donovan -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Roy El-Hames Sent: Wednesday, September 13, 2006 12:52 PM To: Peake, Jeremy Cc: Schultz, Eric; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Attachments getting mangled Jeremy; Have a look at : http://lists.fsck.com/pipermail/rt-users/2006-July/040843.html it maybe related. Roy Peake, Jeremy wrote: >> $MaxAttachmentSize (make sure it's big enough) >> $TruncateLongAttachments >> > (make sure it's undef) $DropLongAttachments (make sure it's undef) > > > I checked that out, $MaxAttachSize is 10 megs and truncate and drop > are both undef. > > Also saw an earlier post of same issue, and tried reinstalling Perl > (5.8.8) but the probem remains. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > 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 ESchultz at corp.untd.com Fri Sep 15 11:22:39 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Fri, 15 Sep 2006 08:22:39 -0700 Subject: [rt-users] changing custom field value globally Message-ID: <5613F89D78D2F545A40423EBA5535C30121FB8E8@LAXEVS01.lax.corp.int.untd.com> > We have a custom field that lists client profile names. One customer > has recently changed it's name from...let's say "Jack" to "Jill". As > a result, we need to alter the tickets previously marked as "Jack" to > "Jill". Is there a way to do this easily or will I need to run an > update on the database? Isn't there a Wiki contribution for Bulk Custom Field editing? At least, there was. I don't seem to see it now, but I used that as the basis for doing my own take on it. I think I was going to post a contribution for it, but the WikiGods didn't consider it worthy. Well, not really, it was that since I apparently don't have the privileges, I can only post up to a certain amount of content, and the code I was contributing was greater than that limit. Eric Schultz United Online From plabonte at gmail.com Fri Sep 15 12:16:06 2006 From: plabonte at gmail.com (Phil) Date: Fri, 15 Sep 2006 12:16:06 -0400 Subject: [rt-users] Additions to Status field? Message-ID: <4527aede0609150916t718fd8a0v45d9b962b2f0ea14@mail.gmail.com> I was under the impression that the Status field entries were from a text file or from the database... but for the life of me I cannot find the location of where the Status field comes from. I want to add to the Status fields... where can I make these changes... I hope it is right under nose and simply cannot find it...? -------------- next part -------------- An HTML attachment was scrubbed... URL: From ali.bouirmane at marocconnect.com Fri Sep 15 12:20:47 2006 From: ali.bouirmane at marocconnect.com (Mohamed Ali Bouirmane) Date: Fri, 15 Sep 2006 16:20:47 -0000 Subject: [rt-users] add new right : closeticket Message-ID: <20060915162039.EC12A1873CB@smtp.marocconnect.com> hi all, i have add new statut for closed ticket ' closeticket' in file RT_SiteConfig' . I try to add new right to grant user to close ticket in file queue_local but this right is associate with right 'ModifyTicket'. I explain : if user don't have right to modify ticket 'ModifyTicket' , he can't close ticket even if he have this right 'closeticket' what is the possibility to associate a new right 'closeticket' to statut 'Close' independently to right 'modifyticket'. I will appreciate your immediate reply Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfh at pipex.net Fri Sep 15 12:24:50 2006 From: rfh at pipex.net (Roy El-Hames) Date: Fri, 15 Sep 2006 17:24:50 +0100 Subject: [rt-users] Additions to Status field? In-Reply-To: <4527aede0609150916t718fd8a0v45d9b962b2f0ea14@mail.gmail.com> References: <4527aede0609150916t718fd8a0v45d9b962b2f0ea14@mail.gmail.com> Message-ID: <450AD3D2.5080109@pipex.net> Look in RT_Config.pm @ActiveStatus = qw(new open stalled) unless @ActiveStatus; @InactiveStatus = qw(resolved rejected deleted) unless @InactiveStatus; Roy Phil wrote: > I was under the impression that the Status field entries were from a text > file or from the database... but for the life of me I cannot find the > location of where the Status field comes from. I want to add to the > Status > fields... where can I make these changes... > > I hope it is right under nose and simply cannot find 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 ESchultz at corp.untd.com Fri Sep 15 12:28:07 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Fri, 15 Sep 2006 09:28:07 -0700 Subject: [rt-users] Additions to Status field? Message-ID: <5613F89D78D2F545A40423EBA5535C30121FB9B5@LAXEVS01.lax.corp.int.untd.com> > I was under the impression that the Status field entries were > from a text file or from the database... but for the life of > me I cannot find the location of where the Status field comes > from. I want to add to the Status fields... where can I make > these changes... >From RT_Config.pm: # {{{ Miscellaneous RT Settings # You can define new statuses and even reorder existing statuses here. # WARNING. DO NOT DELETE ANY OF THE DEFAULT STATUSES. If you do, RT # will break horribly. @ActiveStatus = qw(new open stalled) unless @ActiveStatus; @InactiveStatus = qw(resolved rejected deleted) unless @InactiveStatus; # }}} Just make sure that the status name doesn't exceed the field length for that column in the Tickets table, which I believe defaults to 10 characters. Eric Schultz United Online From KFCrocker at lbl.gov Fri Sep 15 13:47:03 2006 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 15 Sep 2006 10:47:03 -0700 Subject: [rt-users] Where are Queue-level AdinCC's stored in the RT database? In-Reply-To: <20060915100942.36485.qmail@web25704.mail.ukl.yahoo.com> References: <20060915100942.36485.qmail@web25704.mail.ukl.yahoo.com> Message-ID: <450AE717.5030002@lbl.gov> Brian, Not that I think you need to do this, but an easier way might be to set up a group with all the rights you want them to have (globaly) and then either disable them in the morning and re-enable them at night or have a job do that. Easier and less risk than playing with tables and directories. Kenn LBNL brian mccabe wrote: > Hi there > > I'm hoping someone can help me. I have a requirement as follows: > > We have a queue that is managed during normal working hours by one set of people who watch it very closely and pick up tickets as and when required. Outside normal hours a separate team look after this queue and, because it is alongside other duties, tend not to be as diligent. > > I am looking for a way to set this separate group of "out of hours" people up to be AdminCC's on the queue but only between certain times of day, on certain days of the week. I can't fathom out how to do this in a scrip, so thought the best way would be to run a job at set times of day that would insert a row into the underlying RT database making this group of users an AdminCC on that queue. At other times of day I would remove that row. > > Surely its just a case of cronning a job that does something like: > > insert into xyztab values (:queue_id, :group_id, 'Admincc') .. or something similar once I can fathom out the data model ! > > So - does anyone know where RT stores this internally? I have looked at all the tables and can't work it out. > > Alternatively, if someone has a better way of achieving the same result then I'm open to all suggestions. > > Thanks in advance > > Brian > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 spydrrrrr at gmail.com Fri Sep 15 13:51:52 2006 From: spydrrrrr at gmail.com (spydrrrrr at gmail.com) Date: Fri, 15 Sep 2006 13:51:52 -0400 Subject: [rt-users] Additions to Status field? In-Reply-To: <5613F89D78D2F545A40423EBA5535C30121FB9B5@LAXEVS01.lax.corp.int.untd.com> References: <5613F89D78D2F545A40423EBA5535C30121FB9B5@LAXEVS01.lax.corp.int.untd.com> Message-ID: I knew it was under my nose... thanks...! I was looking in the html directory of the share folder... didn't think of the RT_COnfig file... I should have looked there first! Thanks guys! On 9/15/06, Schultz, Eric wrote: > > > I was under the impression that the Status field entries were > > from a text file or from the database... but for the life of > > me I cannot find the location of where the Status field comes > > from. I want to add to the Status fields... where can I make > > these changes... > > >From RT_Config.pm: > > > # {{{ Miscellaneous RT Settings > > # You can define new statuses and even reorder existing statuses here. > # WARNING. DO NOT DELETE ANY OF THE DEFAULT STATUSES. If you do, RT > # will break horribly. > > @ActiveStatus = qw(new open stalled) unless @ActiveStatus; > @InactiveStatus = qw(resolved rejected deleted) unless @InactiveStatus; > > # }}} > > > Just make sure that the status name doesn't exceed the field length for > that column in the Tickets table, which I believe defaults to 10 > characters. > > Eric Schultz > United Online > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From jlentz at andrew.cmu.edu Fri Sep 15 13:55:10 2006 From: jlentz at andrew.cmu.edu (Jasen M. Lentz) Date: Fri, 15 Sep 2006 13:55:10 -0400 Subject: [rt-users] Mailgate with pubcookie Message-ID: <001d01c6d8f0$16816fd0$3e7a0280@cmg.win.cmu.edu> All, I noticed since I got pubcookie working, it broke mailgate because the url requires authentication. How do I fix this? Thanks! JML ---------------------------------------------------------------------------- --- Jasen M. Lentz Senior Electronics Technician Computer Maintenance Group, Computing Services Carnegie-Mellon University 4910 Forbes Ave CYH-A71 Pittsburgh, PA 15213 Phone: 412-268-3823 (Shared Extension) Cell: 412-848-5612 CompTIA A+ and Server+ Certified Hardware Technician -----BEGIN GEEK CODE BLOCK----- Version: 3.12 GCS/CM/IT d(+) s+:+ a- C++++$ ULS+ P L+ E--- W++ N++ o K- w O- M-- V-- PS+ PE++ Y PGP t+ 5+ X-- R- tv++ b++ DI+++ D++ G e++ h--- r+++ y+++ ------END GEEK CODE BLOCK------ From jesse at bestpractical.com Fri Sep 15 13:56:08 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 15 Sep 2006 13:56:08 -0400 Subject: [rt-users] Mailgate with pubcookie In-Reply-To: <001d01c6d8f0$16816fd0$3e7a0280@cmg.win.cmu.edu> References: <001d01c6d8f0$16816fd0$3e7a0280@cmg.win.cmu.edu> Message-ID: <20060915175608.GR10042@bestpractical.com> On Fri, Sep 15, 2006 at 01:55:10PM -0400, Jasen M. Lentz wrote: > All, > > I noticed since I got pubcookie working, it broke mailgate because the url > requires authentication. How do I fix this? Configure apache not to require authentication for things under /NoAuth or REST/1.0/NoAuth/ > Thanks! > JML > > ---------------------------------------------------------------------------- > --- > Jasen M. Lentz > Senior Electronics Technician > Computer Maintenance Group, Computing Services > Carnegie-Mellon University > 4910 Forbes Ave > CYH-A71 > Pittsburgh, PA 15213 > Phone: 412-268-3823 (Shared Extension) > Cell: 412-848-5612 > CompTIA A+ and Server+ Certified Hardware Technician > > -----BEGIN GEEK CODE BLOCK----- > Version: 3.12 > GCS/CM/IT d(+) s+:+ a- C++++$ ULS+ P L+ E--- W++ N++ o K- w > O- M-- V-- PS+ PE++ Y PGP t+ 5+ X-- R- tv++ b++ DI+++ D++ > G e++ h--- r+++ y+++ > ------END GEEK CODE BLOCK------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 kmccann at epalscorp.com Fri Sep 15 15:15:42 2006 From: kmccann at epalscorp.com (Kevin McCann) Date: Fri, 15 Sep 2006 15:15:42 -0400 Subject: [rt-users] Apache and webmux.pl Message-ID: <450AFBDE.1080407@epalscorp.com> I filed a bug report, Jesse briefly replied via RT (sse below), then I replied (also see below). Jesse suggested this is more appropriate for the user mailing list (agreed), so I'm reposting here: Jesse Vincent via RT wrote: > Sorry, not an RT bug. But a pretty common FAQ on the mailing list. > You've not built Apache right. > Hello Jesse, Searching the list archives using keywords "Apache" and webmux" I do indeed find results. But none of the problems mentioned are exactly the same. In addition, the suggestion for similar (but not same) problems seem to be all over the place. Some suggest problems with Mason 1.10, others with permissions (I have ensured that the group in localconfig is that of the web user). Most of the messages are 4 years old, so I'm not sure if suggestions even apply anymore. I don't really see any concrete solutions regarding Apache and how it is built. Further, regarding Apache, I read this in the README file: ------- o Apache version 1.3.x or 2.x (http://httpd.apache.org) with mod_perl -- (http://perl.apache.org ) or a webserver with FastCGI support (www.fastcgi.com) Compiling mod_perl on Apache 1.3.x as a DSO has been known to have massive stability problems and is not recommended. mod_perl 1.x must be built with EVERYTHING=1 -------- I am running Apache 2 and have mod_perl installed. When I start up Apache on the system that CANNOT run RT, I see in the log file: Apache/2.0.59 (Unix) PHP/4.3.10 mod_perl/1.999.20 Perl/v5.8.7 configured -- resuming normal operations On the server that CAN run RT, I see: Apache/2.0.52 (Unix) PHP/4.3.10 mod_perl/1.999.20 Perl/v5.8.6 configured -- resuming normal operations Not sure if the similarity proves anything, but I do seem to have the same version of mod_perl installed, and with a similar version of Apache. Is there a hidden FAQ file somewhere that describes the problem and the solution? I would really like to port this software to the new server, but a solution is eluding me, even after browsing recent archive messages, searching through older archive messages, and after posting to the list. While your reply here is a small hint, it doesn't really seem to be enough to help, given the fact that Apache seems to have been built OK. - Kevin From klusk at brit.com Fri Sep 15 16:05:36 2006 From: klusk at brit.com (Kristopher Lusk) Date: Fri, 15 Sep 2006 15:05:36 -0500 Subject: [rt-users] Required fields: Custom and Standard Message-ID: <20060915200533.6109DA3AE6@mail.brit.com> Hello List, I am writing to find out in which release of Request Tracker it is possible to set certain fields (either standard fields or custom fields) as REQUIRED fields, meaning that a person creating a ticket could not proceed beyond the ticket creation process without filling those fields out. Is this possible in RT 3.4.5? If so, could someone please point me to some posts that show how to make fields required? If not, when does this feature become available and where can I read about features that became available in each release? Thanks, Kristopher Lusk -------------- next part -------------- An HTML attachment was scrubbed... URL: From joby at u.washington.edu Fri Sep 15 18:35:31 2006 From: joby at u.washington.edu (Joby Walker) Date: Fri, 15 Sep 2006 15:35:31 -0700 Subject: [rt-users] Mailgate with pubcookie In-Reply-To: <001d01c6d8f0$16816fd0$3e7a0280@cmg.win.cmu.edu> References: <001d01c6d8f0$16816fd0$3e7a0280@cmg.win.cmu.edu> Message-ID: <450B2AB3.2090006@u.washington.edu> Jasen M. Lentz wrote: > All, > > I noticed since I got pubcookie working, it broke mailgate because the url > requires authentication. How do I fix this? > Allow localhost access without having to authenticate. We have a separate virtual host setup for localhost access that has no authentication. Joby Walker C&C SSG, University of Washington From jokermjs19 at comcast.net Sat Sep 16 23:49:08 2006 From: jokermjs19 at comcast.net (Mathew Snyder) Date: Sat, 16 Sep 2006 23:49:08 -0400 Subject: [rt-users] REPOST: changing custom field value globally Message-ID: <450CC5B4.3090604@comcast.net> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 There was one reply to my question but there weren't any details on how it was done or if it was actually what I was looking for. I have a custom field that details customer profile names. Recently, a profile name has changed and we need the change in RT to be retroactive to any ticket created under the previous profile. Can I do this within RT or will I need to run a mass update on the database? Thanks, Mathew Snyder -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.6 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFFDMW0r7cEqtYW7kARAmL4AKCgtdplbbLlgYbM3sRJNrE5GG0NSwCgg9ge yYGzX9oxV2k0XxMtG8AEzDM= =O/QM -----END PGP SIGNATURE----- From jokermjs19 at comcast.net Sun Sep 17 08:25:11 2006 From: jokermjs19 at comcast.net (Mathew Snyder) Date: Sun, 17 Sep 2006 08:25:11 -0400 Subject: [rt-users] Background image/watermark on development server Message-ID: <450D3EA7.4020207@comcast.net> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I've built a development server for the purpose of doing testing before making changes to our production environment. Naturally, it has a URL that differentiates it from our production server (rt-devel.ourcompany.com vs. rt.ourcompany.com). However, in order to further differentiate it so that there is absolutely no confusion, I would like to place an image in the background that states something along the lines of "RT Development Server" I've tried adding the following to both body.css and main.css but it won't show up: body {background-image: url(/usr/local/rt-3.6.1/share/html/devel-watermark.png);} So my question is where I need to place the above code in order for it to show up on every page and whether or not it is correct. Thanks, Mathew Snyder -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.6 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFFDT6mr7cEqtYW7kARApqvAJ9QEpNKeIlWKZvkj40PJjL98Wb4tACgyeAt jyGwiNu+zX7ZsLiXBsD2wI8= =MgV+ -----END PGP SIGNATURE----- From sfaci at gila.bioengr.uic.edu Sun Sep 17 11:24:49 2006 From: sfaci at gila.bioengr.uic.edu (sfaci at gila.bioengr.uic.edu) Date: Sun, 17 Sep 2006 10:24:49 -0500 (CDT) Subject: [rt-users] Odd behavior... Message-ID: <3308.71.194.76.10.1158506689.squirrel@gila.bioengr.uic.edu> Hi all, I'm trying to install rt on a gentoo machine apache2 for the webserver. When I logon to rt it works fine, I changed my password, but everytime I click on some link. (ie. Configuration, Tools, Preferences) it asks me to re-authenticate. It's like it's never saving my information. I know I have cookies enabled, other websites work fine. Any ideas as to what could be causing the problem. -- Samir From rfh at pipex.net Sun Sep 17 18:12:38 2006 From: rfh at pipex.net (Roy El-Hames) Date: Sun, 17 Sep 2006 23:12:38 +0100 Subject: [rt-users] Odd behavior... In-Reply-To: <3308.71.194.76.10.1158506689.squirrel@gila.bioengr.uic.edu> References: <3308.71.194.76.10.1158506689.squirrel@gila.bioengr.uic.edu> Message-ID: <450DC856.6000309@pipex.net> What version of RT ?? There are few postings and suggested solutions but the only one that worked for me was : ALTER TABLE sessions CHANGE a_session a_session LONGBLOB; I would suggest you look up the other solutions for this mailing list first.. my system is also gentoo and rt-3.6.1 Roy sfaci at gila.bioengr.uic.edu wrote: > Hi all, > > I'm trying to install rt on a gentoo machine apache2 for the webserver. > When I logon to rt it works fine, I changed my password, but everytime I > click on some link. (ie. Configuration, Tools, Preferences) it asks me > to re-authenticate. > > It's like it's never saving my information. I know I have cookies > enabled, other websites work fine. Any ideas as to what could be causing > the problem. > > > -- > Samir > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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.oberlitner at aspidon.net Sun Sep 17 22:26:54 2006 From: david.oberlitner at aspidon.net (David Oberlitner) Date: Sun, 17 Sep 2006 20:26:54 -0600 Subject: [rt-users] Odd behavior... Repeated Login and Attachment Problems In-Reply-To: <450DC856.6000309@pipex.net> References: <3308.71.194.76.10.1158506689.squirrel@gila.bioengr.uic.edu> <450DC856.6000309@pipex.net> Message-ID: <450E03EE.3010704@aspidon.net> Hello, The alter table command below solved my repeated login problem also: ALTER TABLE sessions CHANGE a_session a_session LONGBLOB; In addition, I couldn't retrieve attachments after upgrading from 3.4.? to 3.6.1. Another poster provided the following similar solution: ALTER TABLE Attachments CHANGE Content Content LONGBLOB; In both cases the previous type was LONGTEXT. I observe in /opt/rt3/etc/mysql.schema LONGTEXT is defined as the type for both. I have also observed several of the posters with these problems operate Gentoo as I do. My first guess is this is not a Gentoo specific problem but wonder why I have not seen such reports on other platforms. Is this a likely bug worth reporting? Regards, David Roy El-Hames wrote: > What version of RT ?? There are few postings and suggested solutions but > the only one that worked for me was : > ALTER TABLE sessions CHANGE a_session a_session LONGBLOB; > I would suggest you look up the other solutions for this mailing list > first.. > my system is also gentoo and rt-3.6.1 > Roy > > sfaci at gila.bioengr.uic.edu wrote: >> Hi all, >> >> I'm trying to install rt on a gentoo machine apache2 for the >> webserver. When I logon to rt it works fine, I changed my password, >> but everytime I >> click on some link. (ie. Configuration, Tools, Preferences) it asks me >> to re-authenticate. >> >> It's like it's never saving my information. I know I have cookies >> enabled, other websites work fine. Any ideas as to what could be causing >> the problem. >> >> >> -- >> Samir >> From sfaci at gila.bioengr.uic.edu Sun Sep 17 23:25:58 2006 From: sfaci at gila.bioengr.uic.edu (sfaci at gila.bioengr.uic.edu) Date: Sun, 17 Sep 2006 22:25:58 -0500 (CDT) Subject: [rt-users] Odd behavior... Repeated Login and Attachment Problems In-Reply-To: <450E03EE.3010704@aspidon.net> References: <3308.71.194.76.10.1158506689.squirrel@gila.bioengr.uic.edu> <450DC856.6000309@pipex.net> <450E03EE.3010704@aspidon.net> Message-ID: <6906.71.194.76.10.1158549958.squirrel@gila.bioengr.uic.edu> Thanks that fixed my problem. I was running rt-3.6.1. The only other quirk I have is that when I start the webserver it takes a good while to start up with the -D PERL flag and once the server is started it takes about 30 seconds for it to respond. Though I think that's a side issue. Thanks a lot for the responses, it's up and running and kicking happily. -- Samir > Hello, > > The alter table command below solved my repeated > login problem also: > > ALTER TABLE sessions CHANGE a_session a_session > LONGBLOB; > > In addition, I couldn't retrieve attachments after > upgrading from 3.4.? to 3.6.1. Another poster > provided the following similar solution: > > ALTER TABLE Attachments CHANGE Content Content > LONGBLOB; > > In both cases the previous type was LONGTEXT. I > observe in /opt/rt3/etc/mysql.schema LONGTEXT is > defined as the type for both. I have also observed > several of the posters with these problems operate > Gentoo as I do. My first guess is this is not a > Gentoo specific problem but wonder why I have not > seen such reports on other platforms. > > Is this a likely bug worth reporting? > > Regards, > > David > > > Roy El-Hames wrote: >> What version of RT ?? There are few postings and suggested solutions but >> the only one that worked for me was : >> ALTER TABLE sessions CHANGE a_session a_session LONGBLOB; >> I would suggest you look up the other solutions for this mailing list >> first.. >> my system is also gentoo and rt-3.6.1 >> Roy >> >> sfaci at gila.bioengr.uic.edu wrote: >>> Hi all, >>> >>> I'm trying to install rt on a gentoo machine apache2 for the >>> webserver. When I logon to rt it works fine, I changed my password, >>> but everytime I >>> click on some link. (ie. Configuration, Tools, Preferences) it asks me >>> to re-authenticate. >>> >>> It's like it's never saving my information. I know I have cookies >>> enabled, other websites work fine. Any ideas as to what could be >>> causing >>> the problem. >>> >>> >>> -- >>> Samir >>> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 ghenry at cmi.univ-mrs.fr Mon Sep 18 04:50:57 2006 From: ghenry at cmi.univ-mrs.fr (Gerard Henry) Date: Mon, 18 Sep 2006 10:50:57 +0200 Subject: [rt-users] where are tickets solved? (3.4.5) Message-ID: <450E5DF1.8050602@cmi.univ-mrs.fr> hello all, i'm using rt 3.4.5 since few days, and it is a great product. But i don't understand something: - why can't i display solved tickets on the firt page? - how can i display tickets managed by other people? When a user took an opened ticket, it disappears from the list on my own page. But it is interesting to know what people took it. thanks in advance, gerard From rfh at pipex.net Mon Sep 18 05:33:30 2006 From: rfh at pipex.net (Roy El-Hames) Date: Mon, 18 Sep 2006 10:33:30 +0100 Subject: [rt-users] Odd behavior... Repeated Login and Attachment Problems In-Reply-To: <450E03EE.3010704@aspidon.net> References: <3308.71.194.76.10.1158506689.squirrel@gila.bioengr.uic.edu> <450DC856.6000309@pipex.net> <450E03EE.3010704@aspidon.net> Message-ID: <450E67EA.508@pipex.net> Well I've had rt-3.6.0 running happily on gentoo for a good few weeks till I decided to do update world, its then when few things started to break, I guess its one/possibly more of the recent ebuilds are broken or not compatible with RT .. I am guessing its either DBD or Apache-session. Regards; Roy David Oberlitner wrote: > Hello, > > The alter table command below solved my repeated > login problem also: > > ALTER TABLE sessions CHANGE a_session a_session > LONGBLOB; > > In addition, I couldn't retrieve attachments after > upgrading from 3.4.? to 3.6.1. Another poster > provided the following similar solution: > > ALTER TABLE Attachments CHANGE Content Content > LONGBLOB; > > In both cases the previous type was LONGTEXT. I > observe in /opt/rt3/etc/mysql.schema LONGTEXT is > defined as the type for both. I have also observed > several of the posters with these problems operate > Gentoo as I do. My first guess is this is not a > Gentoo specific problem but wonder why I have not > seen such reports on other platforms. > > Is this a likely bug worth reporting? > > Regards, > > David > > > Roy El-Hames wrote: > >> What version of RT ?? There are few postings and suggested solutions but >> the only one that worked for me was : >> ALTER TABLE sessions CHANGE a_session a_session LONGBLOB; >> I would suggest you look up the other solutions for this mailing list >> first.. >> my system is also gentoo and rt-3.6.1 >> Roy >> >> sfaci at gila.bioengr.uic.edu wrote: >> >>> Hi all, >>> >>> I'm trying to install rt on a gentoo machine apache2 for the >>> webserver. When I logon to rt it works fine, I changed my password, >>> but everytime I >>> click on some link. (ie. Configuration, Tools, Preferences) it asks me >>> to re-authenticate. >>> >>> It's like it's never saving my information. I know I have cookies >>> enabled, other websites work fine. Any ideas as to what could be causing >>> the problem. >>> >>> >>> -- >>> Samir >>> >>> > > From frankie at easyrider.com Mon Sep 18 09:07:00 2006 From: frankie at easyrider.com (Frank Saxton) Date: Mon, 18 Sep 2006 06:07:00 -0700 Subject: [rt-users] Moving RT off of the root URL Message-ID: <7.0.1.0.0.20060917110657.01db0d68@easyrider.com> I have a new installation of RT 3.6.1 on RHEL 4.0 that is working perfectly, as near as I can tell. It's a 99% vanilla install with the only difference being that I migrated my RT 3.0.1 database onto the new server. Apparently, there has been a change since RT 3.4 that makes it more difficult to move RT from http://host.com/ to something like http://host.com/rt Used to be, a simple alias in httpd.conf would do it. It seems to me that having the RT ScriptAlias pointing to root is a fundamentally bad idea unless RT is the only apache site that is going to run on the server. In my case, doing this broke all of the PHP and HTML sites! I presume someone has already solved this problem. I would be grateful if someone could point me to the detailed information on what I need to do to make this change. I have spent the better part of the last weekend experimenting with RT_SiteConfig.pm and httpd.conf without much success. I've gotten it to mostly move over but there were functions that still weren't right. A complete, detailed, tested. "official" procedure would be hugely appreciated at this point TIA! From m3freak at rogers.com Mon Sep 18 09:30:56 2006 From: m3freak at rogers.com (Kanwar Ranbir Sandhu) Date: Mon, 18 Sep 2006 09:30:56 -0400 Subject: [rt-users] RT selectively not sending email In-Reply-To: <4509C29C.50106@math.purdue.edu> References: <4509C29C.50106@math.purdue.edu> Message-ID: <1158586256.11980.4.camel@krs> On Thu, 2006-09-14 at 16:59 -0400, Isaac Vetter wrote: > rt.log doesn't contain an error, even at [debug]. The default scrips are > in place. All four users are privileged, Global SuperUsers and AdminCC > Watchers on the queue. I just had this happen to me on Friday, too. No error in any of my logs - in fact, my mail server log shows the email being received and accepted (for injection by rt-mailgate). I'm running a slightly different setup with mysql 4.1 and apache 2.0, though I don't know if that matters at this point. Are you using procmail by any chance? I am here, but until now, I've have no problems whatsoever. I'm quite confused. Regards, Ranbir From sturner at MIT.EDU Mon Sep 18 13:27:34 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 18 Sep 2006 13:27:34 -0400 Subject: [rt-users] REPOST: changing custom field value globally Message-ID: <6.2.3.4.2.20060918132723.03d14a00@po14.mit.edu> At Saturday 9/16/2006 11:49 PM, you wrote: >There was one reply to my question but there weren't any details on how >it was done or if it was actually what I was looking for. > >I have a custom field that details customer profile names. Recently, a >profile name has changed and we need the change in RT to be retroactive >to any ticket created under the previous profile. Can I do this within >RT or will I need to run a mass update on the database? Matthew, You don't mention what version of RT you are running - if it's 3.6, you can do this from the bulk update page. If it's an earlier RT version, I'd strongly recommend not doing a direct database update, unless you are absolutely sure you know the RT database schema very well indeed. I find the best way to do this kind of fix is a perl script that goes against the RT API. A sample script that might get you started is at http://wiki.bestpractical.com/index.cgi?Contributions (rt-adduser). Steve From ytang at uchicago.edu Mon Sep 18 13:31:40 2006 From: ytang at uchicago.edu (Yongrui Tang) Date: Mon, 18 Sep 2006 12:31:40 -0500 Subject: [rt-users] Re: could not find component for initial path '/' In-Reply-To: <450ED733.5020604@uchicago.edu> References: <4509C29C.50106@math.purdue.edu> <1158586256.11980.4.camel@krs> <450ED733.5020604@uchicago.edu> Message-ID: <450ED7FC.6020403@uchicago.edu> I have the following error messages when i type: https://test.uchicago.edu/rt . Anyone knows what the problem is ? Thanks. *error:* could not find component for initial path '/' *context:* *...* *162:* if (UNIVERSAL::isa($self->{request_args}, 'HASH')) { *163:* $self->{request_args} = [%{$self->{request_args}}]; *164:* } *165:* $self->{count} = ++$self->{interp}{request_count}; *166:* $self->_initialize; *167:* return $self; *168:* } *169:* *170:* # in the future this method may do something completely different but *...* *code stack:* /links/modules/HTML/Mason/Request.pm:166 /links/modules/Class/Container.pm:275 /links/modules/Class/Container.pm:353 /links/modules/HTML/Mason/Interp.pm:222 /links/modules/HTML/Mason/Interp.pm:216 /links/modules/HTML/Mason/CGIHandler.pm:127 /links/modules/HTML/Mason/CGIHandler.pm:76 /opt/http/docs/internal/rt/bin/mason_handler.fcgi:76 httpd.conf FastCgiServer /opt/http/docs/internal/rt/bin/mason_handler.fcgi AddHandler fastcgi-script fcgi Options FollowSymLinks ExecCGI AllowOverride None Alias /NoAuth/images/ /opt/http/docs/internal/rt/html/NoAuth/images/ ScriptAlias /rt/ /opt/http/docs/internal/rt/bin/mason_handler.fcgi/ RT_SiteConfig.pm Set( $rtname, 'uchicago.edu'); Set($WebBaseURL , "http://test.uchicago.edu"); Set($WebPath , ""); Set($WebURL , $WebBaseURL . $WebPath . "/"); From KFCrocker at lbl.gov Mon Sep 18 15:01:13 2006 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 18 Sep 2006 12:01:13 -0700 Subject: [rt-users] RT MAil address option? Message-ID: <450EECF9.8010404@lbl.gov> To all, I have a user that sent an E_mail to another user and referred to an RT Ticket and address. The ticket he entered existed (resolved, in fact) in a different Queue than the address he entered with the ticket. Consequently, the correspondence was received by the user, but RT placed said correspondence with the ticket he typed, not the Queue. I figured that was reasonable, since all attachments hang onto the ticket object by design. The user said that RT should have caught the error and refused to update the ticket due to the fact the ticket wasn't in the address he entered. My question is this, is there someway to configure RT to reject the correspondence update due to the fact that the ticket number entered was NOT in the RT address also entered? If anyone has done this, please send me some instructions on how. Is this an option I missed in RT Essentials? Does anyone think it is a good candidate as a correspondence update option? Thanks. Kenn LBNL From sturner at MIT.EDU Mon Sep 18 15:33:36 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 18 Sep 2006 15:33:36 -0400 Subject: [rt-users] RT MAil address option? In-Reply-To: <450EECF9.8010404@lbl.gov> References: <450EECF9.8010404@lbl.gov> Message-ID: <6.2.3.4.2.20060918152804.03d04018@po14.mit.edu> At Monday 9/18/2006 03:01 PM, Kenneth Crocker wrote: >To all, > > > I have a user that sent an E_mail to another user and > referred to an RT Ticket and address. The ticket he entered existed > (resolved, in fact) in a different Queue than the address he > entered with the ticket. Consequently, the correspondence was > received by the user, but RT placed said correspondence with the > ticket he typed, not the Queue. I figured that was reasonable, > since all attachments hang onto the ticket object by design. The > user said that RT should have caught the error and refused to > update the ticket due to the fact the ticket wasn't in the address > he entered. My question is this, is there someway to configure RT > to reject the correspondence update due to the fact that the ticket > number entered was NOT in the RT address also entered? If anyone > has done this, please send me some instructions on how. Is this an > option I missed in RT Essentials? Does anyone think it is a good > candidate as a correspondence update option? Thanks. > > >Kenn Hello Kenn, I think your first instinct -- "I figured that was reasonable" -- was correct! What about the poor user who just wants to send mail to an existing ticket that, unbeknownst to him, has moved to another queue? He'd have to get a message saying "sorry we've moved your ticket, you now have to send replies to this new address", and he'd have to resubmit his message. And if in the meantime, the queue had been changed again, he'd get another refusal message and have to resubmit again. I think you really, really want to give your customers a consistent reference point for their tickets, and that has to be the ticket number. Steve From sven.sternberger at desy.de Mon Sep 18 07:09:30 2006 From: sven.sternberger at desy.de (Sven Sternberger) Date: Mon, 18 Sep 2006 13:09:30 +0200 Subject: [rt-users] question about the format of FriendlyToLineFormat Message-ID: <1158577770.7174.9.camel@pcx4546.desy.de> Hello! I use the FriendlyToLine and got the information that users of pine had problem with the format, I was surprised about the colon and the semicolon at the end of the string. Set($FriendlyToLineFormat, "\"%s of $RT::rtname Ticket #%s\":;"); why does the FriendlyToLineFormat end with these both chars? Can i omit them? regards! From joshb at netcentralinc.com Mon Sep 18 16:02:43 2006 From: joshb at netcentralinc.com (Josh Barron) Date: Mon, 18 Sep 2006 14:02:43 -0600 Subject: [rt-users] RT at a Glance Custom Fields Message-ID: <1CD7A3530F98054194C0E6BBDA4A6849025964@corpmain.NetCentral.local> Hi everyone, Is there a way to make a custom field show up on the RT at a Glance page? Scenario: We created a custom drop down box field with all of our clients in it. The field is mandatory when you open a ticket. I would like to have the contents of that field show up as a column on "n highest priority" and "n newest unowned tickets" sections of the RT at a glance page? Is this doable? Thanks 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 plummer at geneseo.edu Mon Sep 18 16:07:35 2006 From: plummer at geneseo.edu (Shawn Plummer) Date: Mon, 18 Sep 2006 16:07:35 -0400 Subject: [rt-users] IE stops responding and display issue In-Reply-To: References: Message-ID: <21AC5E86-3E65-4F51-8C05-4FA3E7EC31BC@geneseo.edu> I have discovered a lot more about this problem. It appears to be a problem with the nav.css file. If I comment out that file IE will load the page just fine (albeit a bit ugly :) ). I looked at the subversion repository and see that the only thing that changed from 3.6.0 to 3.6.1 is the copyright notice as far as I can tell. I am starting to comment out specific parts of the nav.css file to see what is causing the problem but have had little luck thus far. We have not done any local customizations of the css files. Any ideas about what would be causing this very strange behavior? ~~~~~~~~~~~~~ Shawn Plummer Systems Manager CIT SUNY Geneseo "The mind can make substance, and people planets of its own with beings brighter than have been, and give a breath to forms which can outlive all flesh." -Lord Byron On Sep 6, 2006, at 1:29 PM, Shawn Plummer wrote: > I am seeing an intermittent issue where just after logging in to RT > 3.6.1 with Internet Explorer it loads as far as the At A glance > header and then hangs. > > On clients where the page does actually load, the right hand column > appears to overlap the left hand column. > > Has anyone else seen this behavior? > > ~~~~~~~~~~~~~ > Shawn Plummer > Systems Manager > CIT SUNY Geneseo > "The mind can make substance, and people planets of its own with > beings brighter than have been, and give a breath to forms which > can outlive all flesh." -Lord Byron > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Sep 18 16:35:54 2006 From: jra at baylink.com (Jay R. Ashworth) Date: Mon, 18 Sep 2006 16:35:54 -0400 Subject: [rt-users] IE stops responding and display issue In-Reply-To: <21AC5E86-3E65-4F51-8C05-4FA3E7EC31BC@geneseo.edu> References: <21AC5E86-3E65-4F51-8C05-4FA3E7EC31BC@geneseo.edu> Message-ID: <20060918203554.GC12034@cgi.jachomes.com> On Mon, Sep 18, 2006 at 04:07:35PM -0400, Shawn Plummer wrote: > I am starting to comment out specific parts of the nav.css file to > see what is causing the problem but have had little luck thus far. We > have not done any local customizations of the css files. Any ideas > about what would be causing this very strange behavior? Any chance Microsloth pushed out an IE update that broke something? That's my go-to idea when things Just Stop Working. 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 jesse at bestpractical.com Mon Sep 18 17:40:35 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 18 Sep 2006 23:40:35 +0200 Subject: [rt-users] question about the format of FriendlyToLineFormat In-Reply-To: <1158577770.7174.9.camel@pcx4546.desy.de> References: <1158577770.7174.9.camel@pcx4546.desy.de> Message-ID: <7D5F01BC-A4F3-427D-90F9-6AABD3BC296B@bestpractical.com> That format is a pseudolist. It's an RFC-822 compliant list label without ever having an address associated with it. Getting the quoting right to make pine happy with it ca be somewhat poor. On Sep 18, 2006, at 1:09 PM, Sven Sternberger wrote: > Hello! > > I use the FriendlyToLine and got the information that > users of pine had problem with the format, > I was surprised about the colon and > the semicolon at the end of the string. > > Set($FriendlyToLineFormat, "\"%s of $RT::rtname Ticket #%s\":;"); > > why does the FriendlyToLineFormat end with these both > chars? Can i omit them? > > 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 > -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From jesse at bestpractical.com Mon Sep 18 17:41:31 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 18 Sep 2006 23:41:31 +0200 Subject: [rt-users] REPOST: changing custom field value globally In-Reply-To: <450CC5B4.3090604@comcast.net> References: <450CC5B4.3090604@comcast.net> Message-ID: <0D2C2D97-D76E-4EEC-ABA5-2097715CC1C8@bestpractical.com> On Sep 17, 2006, at 5:49 AM, Mathew Snyder wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > There was one reply to my question but there weren't any details on > how > it was done or if it was actually what I was looking for. > > I have a custom field that details customer profile names. > Recently, a > profile name has changed and we need the change in RT to be > retroactive > to any ticket created under the previous profile. Can I do this > within > RT or will I need to run a mass update on the database? For the most history-preserving way to do this, I'd probably do a bulk-update of all tickets with one value to remove the old value and add the new one. -------------- 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 mfinn at nbutexas.com Mon Sep 18 18:19:20 2006 From: mfinn at nbutexas.com (Michael Finn) Date: Mon, 18 Sep 2006 17:19:20 -0500 Subject: [rt-users] 3.6.1: Modify query for 'at-a-glance' -> MyTickets Message-ID: I successfully migrated our installation from RT 3.4.5 -> RT 3.6.1/CentOS 4.3/MySQL 5.0.18 , but I'm having trouble with a modification to the "At a glance" page. (I copied the old local/html -> local/html-3.4.5 after clean install) In 3.4.5, I had modified local/html/Elements/MyTickets to include the "stalled" status in the query. Now in 3.6.1, share/html/Elements/MyTickets says it's deprecated and I can't find where to apply the change. I had a similar modification for local/html/Elements/MyRequests (also deprecated). Help? TIA, Mike ________________________________ Michael D. Finn Network Administrator New Braunfels Utilities (830) 629-8474 From KFCrocker at lbl.gov Mon Sep 18 19:00:10 2006 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 18 Sep 2006 16:00:10 -0700 Subject: [rt-users] RT MAil address option? In-Reply-To: <6.2.3.4.2.20060918152804.03d04018@po14.mit.edu> References: <450EECF9.8010404@lbl.gov> <6.2.3.4.2.20060918152804.03d04018@po14.mit.edu> Message-ID: <450F24FA.2040601@lbl.gov> Stephan, Initially, I felt as you do. Geez, if I put the wrong address on a letter to someone, they won't get it. However, the concept of "return to sender - address unknown" (actually there was a song about this) is a user-friendly one. Especially if the ticket has moved, it would be nice to get a note back from RT telling me that the ticket isn't at that address. At least I know and can initiate a query on it instead of the correspondence ending up on the wrong ticket and me not knowing. Kenn LBNL Stephen Turner wrote: > At Monday 9/18/2006 03:01 PM, Kenneth Crocker wrote: >> To all, >> >> >> I have a user that sent an E_mail to another user and referred >> to an RT Ticket and address. The ticket he entered existed (resolved, >> in fact) in a different Queue than the address he entered with the >> ticket. Consequently, the correspondence was received by the user, but >> RT placed said correspondence with the ticket he typed, not the Queue. >> I figured that was reasonable, since all attachments hang onto the >> ticket object by design. The user said that RT should have caught the >> error and refused to update the ticket due to the fact the ticket >> wasn't in the address he entered. My question is this, is there >> someway to configure RT to reject the correspondence update due to the >> fact that the ticket number entered was NOT in the RT address also >> entered? If anyone has done this, please send me some instructions on >> how. Is this an option I missed in RT Essentials? Does anyone think it >> is a good candidate as a correspondence update option? Thanks. >> >> >> Kenn > > Hello Kenn, > > I think your first instinct -- "I figured that was reasonable" -- was > correct! What about the poor user who just wants to send mail to an > existing ticket that, unbeknownst to him, has moved to another queue? > He'd have to get a message saying "sorry we've moved your ticket, you > now have to send replies to this new address", and he'd have to resubmit > his message. And if in the meantime, the queue had been changed again, > he'd get another refusal message and have to resubmit again. > > I think you really, really want to give your customers a consistent > reference point for their tickets, and that has to be the ticket number. > > Steve From Jake.Kallman at JibeConsulting.Com Mon Sep 18 19:33:36 2006 From: Jake.Kallman at JibeConsulting.Com (Jake Kallman) Date: Mon, 18 Sep 2006 16:33:36 -0700 Subject: [rt-users] Email Notifications Message-ID: <6DF15F52550FF84ABDD9ECE57D865370443FF6@jibepdxsrv1.JIBECONSULTING.int> Greetings, I am attempting to set up email notification upon changing the value of a custom field. The issue that I'm running into is that when the custom fields are updated, RT records an outgoing email being sent, but the outgoing mail log never shows it being queued. If I change the Status field, then an email is actually sent. Is there something special that needs to be done to allow for emails to be sent when a custom field is updated? Thanks! -------------- next part -------------- An HTML attachment was scrubbed... URL: From duncan at mcs.vuw.ac.nz Mon Sep 18 20:40:29 2006 From: duncan at mcs.vuw.ac.nz (Duncan McEwan) Date: Tue, 19 Sep 2006 12:40:29 +1200 Subject: [rt-users] RT selectively not sending email In-Reply-To: Your message of "Mon, 18 Sep 2006 09:30:56 -0400." <1158586256.11980.4.camel@krs> Message-ID: <200609190040.k8J0eTGO002741@shed11.mcs.vuw.ac.nz> > I just had this happen to me on Friday, too. No error in any of my logs > - in fact, my mail server log shows the email being received and > accepted (for injection by rt-mailgate). > > Are you using procmail by any chance? I am here, but until now, I've > have no problems whatsoever. I'm quite confused. We also use procmail here (to filter spam out of our RT queues). We recently noticed that the default behaviour of procmail is to fail silently (ie: return a status of 0) even if the rt-mailgate invocation fails. This meant that if for some reason our RT server was temporarily unavailable any incomming email sent to it by rt-mailgate would be lost (not get created as a ticket and no bounce back to the sender) :-( So we changed our procmail recipes from :0 |/usr/pkg/bin/rt-mailgate --queue bugs --action correspond --url ... to :0 EXITCODE=|/usr/pkg/bin/rt-mailgate --queue bugs ... ; echo $? This causes procmail to return rt-mailgate's return code (ie: EX_TEMPFAIL) back to sendmail. We did just encounter one situation where the same ticket got injected into an RT queue multiple times because it stayed in our sendmail queue even though RT had successfully created the ticket. We assume there must be some situation where rt-mailgate can return EX_TEMPFAIL even though it the ticket has been created. Although this is a little annoying we figured it wasn't as bad as losing tickets. If it happens again we will investigate in more detail. As to the original posters problem: > There are some users that RT won't send email to, upon 'Reply'ing to a > ticket, these users, both as Requestors and as AdminCC's, are not listed > in the "This message will be sent to" box. > > On a clean install (rt3.4.5, perl5.8.8, postgresql7.4, apache1.3, > solaris10) there are four autocreated users. Each user is a global > SuperUser, each user is a watcher in the default General queue. The same > two users are consistently not sent email. The other two users are > always sent email, both as Requestors and as AdminCC's. One thing that has bitten me in the past -- do those users have an email address recorded for them? At least our version of RT (3.4.5) will not send an email if there is no email address (I had assumed that it would just use their username instead, which in our case is always the same, but apparently not). Duncan From twilson at buffalo.k12.mn.us Mon Sep 18 22:48:48 2006 From: twilson at buffalo.k12.mn.us (Tim Wilson) Date: Mon, 18 Sep 2006 21:48:48 -0500 Subject: [rt-users] [ITIL] List discussions Message-ID: <450F1440.F8B4.0061.0@buffalo.k12.mn.us> Hi everyone, I heard from a few folks following my recent email message about setting up a few wiki pages to describe how RT can be used to implement ITIL processes. I also emailed Jesse to determine his preference for handling ITIL discussions on the RT-users list. I'm not sure how many other RT users are working with ITIL, but Jesse and I agreed that a good approach would be to encourage everyone to use an [ITIL] prefix in email subject lines to facilitate easy message filtering. (If you're not interested in ITIL you can send [ITIL] subjects straight to /dev/null.) I think RT has amazing potential as an ITIL tool. I'd love to get some good discussions going to find out what others are doing. -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 todd at chaka.net Tue Sep 19 00:12:09 2006 From: todd at chaka.net (Todd Chapman) Date: Tue, 19 Sep 2006 00:12:09 -0400 Subject: [rt-users] [ITIL] List discussions In-Reply-To: <450F1440.F8B4.0061.0@buffalo.k12.mn.us> References: <450F1440.F8B4.0061.0@buffalo.k12.mn.us> Message-ID: <20060919041209.GD21306@chaka.net> On Mon, Sep 18, 2006 at 09:48:48PM -0500, Tim Wilson wrote: > Hi everyone, > > I heard from a few folks following my recent email message about setting up a few wiki pages to describe how RT can be used to implement ITIL processes. I also emailed Jesse to determine his preference for handling ITIL discussions on the RT-users list. > > I'm not sure how many other RT users are working with ITIL, but Jesse and I agreed that a good approach would be to encourage everyone to use an [ITIL] prefix in email subject lines to facilitate easy message filtering. (If you're not interested in ITIL you can send [ITIL] subjects straight to /dev/null.) > > I think RT has amazing potential as an ITIL tool. I'd love to get some good discussions going to find out what others are doing. > > -Tim Tim, You do know about Asset Tracker right? People at my work who are drunk on the ITIL kool-aid really like AT. We even renamed the "Assets" menu to "Asset CMDB". http://atwiki.chaka.net/ -Todd From ivetter at math.purdue.edu Tue Sep 19 01:03:05 2006 From: ivetter at math.purdue.edu (Isaac Vetter) Date: Tue, 19 Sep 2006 01:03:05 -0400 Subject: [rt-users] RT selectively not sending email In-Reply-To: <200609190040.k8J0eTGO002741@shed11.mcs.vuw.ac.nz> References: <200609190040.k8J0eTGO002741@shed11.mcs.vuw.ac.nz> Message-ID: <450F7A09.3030505@math.purdue.edu> Duncan McEwan wrote: > As to the original posters problem: > >> There are some users that RT won't send email to, upon 'Reply'ing to a >> ticket, these users, both as Requestors and as AdminCC's, are not listed >> in the "This message will be sent to" box. >> >> On a clean install (rt3.4.5, perl5.8.8, postgresql7.4, apache1.3, >> solaris10) there are four autocreated users. Each user is a global >> SuperUser, each user is a watcher in the default General queue. The same >> two users are consistently not sent email. The other two users are >> always sent email, both as Requestors and as AdminCC's. >> > > One thing that has bitten me in the past -- do those users have an email > address recorded for them? At least our version of RT (3.4.5) will not > send an email if there is no email address (I had assumed that it would > just use their username instead, which in our case is always the same, > but apparently not). > Duncan, Thanks for your reply. Unfortunately, yes, all the users were "autocreated upon ticket submission" via email, so they all have email addresses within their profiles. I'm going to fight my fear and confusion and delve into the RT code sometime this week, hopefully I can figure out what's going on. Isaac -------------- 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 ivetter at math.purdue.edu Tue Sep 19 00:57:24 2006 From: ivetter at math.purdue.edu (Isaac Vetter) Date: Tue, 19 Sep 2006 00:57:24 -0400 Subject: [rt-users] RT selectively not sending email In-Reply-To: <1158586256.11980.4.camel@krs> References: <4509C29C.50106@math.purdue.edu> <1158586256.11980.4.camel@krs> Message-ID: <450F78B4.9000108@math.purdue.edu> Kanwar Ranbir Sandhu wrote: > On Thu, 2006-09-14 at 16:59 -0400, Isaac Vetter wrote: > >> rt.log doesn't contain an error, even at [debug]. The default scrips are >> in place. All four users are privileged, Global SuperUsers and AdminCC >> Watchers on the queue. >> > > I just had this happen to me on Friday, too. No error in any of my logs > - in fact, my mail server log shows the email being received and > accepted (for injection by rt-mailgate). > > Are you using procmail by any chance? I am here, but until now, I've > have no problems whatsoever. I'm quite confused. > Hello Ranbir, In my case, the "Update Ticket" page in the web interface does not list the appropriate email addresses under the "This message will be sent to ..." text. Both AdminCCs and Requestors are incorrectly left out. Are you experiencing this problem as well? I do not believe that the problem is mail-server or mail-client related because the RT web interface excludes email addresses from the "Update Ticket" page. I believe that RT is not trying to send email. Are multiple users experiencing the problem on your end? If everything is normal except that the RT email doesn't appear in the user's Inbox, procmail could definitely be a culprit. Isaac -------------- 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 torsten.brumm at googlemail.com Tue Sep 19 02:05:02 2006 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Tue, 19 Sep 2006 08:05:02 +0200 Subject: [rt-users] [ITIL] List discussions In-Reply-To: <20060919041209.GD21306@chaka.net> References: <450F1440.F8B4.0061.0@buffalo.k12.mn.us> <20060919041209.GD21306@chaka.net> Message-ID: Hi Guys, i've also talked to jesse on saturday and explained our ideas and the actual progress. So i think the idea is great to push RT into this direction. @Todd: We are started using AT as CMDB but there are some missing points at this moment (read my entry on your wishlist) Torsten 2006/9/19, Todd Chapman : > > On Mon, Sep 18, 2006 at 09:48:48PM -0500, Tim Wilson wrote: > > Hi everyone, > > > > I heard from a few folks following my recent email message about setting > up a few wiki pages to describe how RT can be used to implement ITIL > processes. I also emailed Jesse to determine his preference for handling > ITIL discussions on the RT-users list. > > > > I'm not sure how many other RT users are working with ITIL, but Jesse > and I agreed that a good approach would be to encourage everyone to use an > [ITIL] prefix in email subject lines to facilitate easy message filtering. > (If you're not interested in ITIL you can send [ITIL] subjects straight to > /dev/null.) > > > > I think RT has amazing potential as an ITIL tool. I'd love to get some > good discussions going to find out what others are doing. > > > > -Tim > > Tim, > > You do know about Asset Tracker right? People at my work who are drunk > on the ITIL kool-aid really like AT. We even renamed the "Assets" menu > to "Asset CMDB". > > http://atwiki.chaka.net/ > > -Todd > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From Chris.Wenn at rbg.vic.gov.au Tue Sep 19 02:51:32 2006 From: Chris.Wenn at rbg.vic.gov.au (Chris Wenn) Date: Tue, 19 Sep 2006 16:51:32 +1000 Subject: [rt-users] Can I restrict autoreplies to the local domain? Message-ID: Hi Has anyone got a way of restricting RT's autoreply function to a single domain? I don't want users outside rbg.vic.gov.au to receive communication from my RT system. It's v3.4.4, running on Ubuntu Dapper 6.06, with postfix, apache2 and mysql as the backend. Chris Chris Wenn IT Support Officer Royal Botanic Gardens Royal Botanic Gardens Melbourne PH: (03) 9252 2354 FAX: (03) 9252 2442 EMAIL: Chris.Wenn at rbg.vic.gov.au WEB: http://www.rbg.vic.gov.au From spam at j0ey.de Tue Sep 19 05:27:34 2006 From: spam at j0ey.de (spam) Date: Tue, 19 Sep 2006 11:27:34 +0200 Subject: [rt-users] notify creator of a ticket Message-ID: <450FB806.1010905@j0ey.de> Hi there, anyone has an idea where to enable something like "notify creator"?! I want the creator of a ticket (even if he is not the requestor) to get a confirmation e-mail. any hints? joey From spam at j0ey.de Tue Sep 19 05:30:10 2006 From: spam at j0ey.de (spam) Date: Tue, 19 Sep 2006 11:30:10 +0200 Subject: [rt-users] notify creator of a ticket Message-ID: <450FB8A2.4050705@j0ey.de> Hi there, anyone knows where to activate something like "notfiy creator"?! I want the creator of a ticket (even if he's not the requestor) to get a confirmation email. any hints? joey From spam at j0ey.de Tue Sep 19 05:59:42 2006 From: spam at j0ey.de (joey) Date: Tue, 19 Sep 2006 11:59:42 +0200 Subject: [rt-users] notify creator of a ticket In-Reply-To: <000601c6dbd1$71190230$750aa8c0@pcmhi> References: <000601c6dbd1$71190230$750aa8c0@pcmhi> Message-ID: <450FBF8E.8060403@j0ey.de> Hey, yes.. thats what i tried first - but the creator does not an email. Marouane Himdi wrote: > Add the entry below in your config file > (/etc/request-trackerxxx/RT_SiteConfig.pm > > Set($NotifyActor, 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 spam > Envoy? : mardi 19 septembre 2006 11:30 > ? : rt-users at lists.bestpractical.com > Objet : [rt-users] notify creator of a ticket > > Hi there, > > anyone knows where to activate something like "notfiy creator"?! I want > the creator of a ticket (even if he's not the requestor) to get a > confirmation email. > > any hints? > joey > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Sep 19 06:14:14 2006 From: tanu at cadence.com (Tanu Mehrotra) Date: Tue, 19 Sep 2006 15:44:14 +0530 Subject: [rt-users] notify creator of a ticket Message-ID: select various options from .. Description: Condition: Action: Template : Stage: -----Original Message----- From: joey [mailto:spam at j0ey.de] Sent: Tuesday, September 19, 2006 3:38 PM To: Tanu Mehrotra Subject: Re: [rt-users] notify creator of a ticket and what to put in the new scrip ? :) Tanu Mehrotra wrote: > just login as root. > goto configuration ->Global->scrips->new scrip > > > > > > Regards, > Tanu > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of joey > Sent: Tuesday, September 19, 2006 3:30 PM > To: Marouane Himdi; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] notify creator of a ticket > > Hey, > > yes.. thats what i tried first - but the creator does not an email. > > Marouane Himdi wrote: >> Add the entry below in your config file >> (/etc/request-trackerxxx/RT_SiteConfig.pm >> >> Set($NotifyActor, 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 spam >> Envoy? : mardi 19 septembre 2006 11:30 ? : >> rt-users at lists.bestpractical.com Objet : [rt-users] notify creator of >> a ticket >> >> Hi there, >> >> anyone knows where to activate something like "notfiy creator"?! I >> want the creator of a ticket (even if he's not the requestor) to get >> a confirmation email. >> >> any hints? >> joey >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com Commercial support: >> 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 spam at j0ey.de Tue Sep 19 06:19:44 2006 From: spam at j0ey.de (joey) Date: Tue, 19 Sep 2006 12:19:44 +0200 Subject: [rt-users] notify creator of a ticket In-Reply-To: References: Message-ID: <450FC440.1060705@j0ey.de> hrm, condition: on create action: where-is-the-"notifycreator"-action ? [...] just tried "notfiy other recipients".. without success. Tanu Mehrotra wrote: > select various options from .. > > Description: > Condition: > Action: > Template : > Stage: > > -----Original Message----- > From: joey [mailto:spam at j0ey.de] > Sent: Tuesday, September 19, 2006 3:38 PM > To: Tanu Mehrotra > Subject: Re: [rt-users] notify creator of a ticket > > and what to put in the new scrip ? :) > > Tanu Mehrotra wrote: >> just login as root. >> goto configuration ->Global->scrips->new scrip >> >> >> >> >> >> Regards, >> Tanu >> >> >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of joey >> Sent: Tuesday, September 19, 2006 3:30 PM >> To: Marouane Himdi; rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] notify creator of a ticket >> >> Hey, >> >> yes.. thats what i tried first - but the creator does not an email. >> >> Marouane Himdi wrote: >>> Add the entry below in your config file >>> (/etc/request-trackerxxx/RT_SiteConfig.pm >>> >>> Set($NotifyActor, 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 spam >>> Envoy? : mardi 19 septembre 2006 11:30 ? : >>> rt-users at lists.bestpractical.com Objet : [rt-users] notify creator of >>> a ticket >>> >>> Hi there, >>> >>> anyone knows where to activate something like "notfiy creator"?! I >>> want the creator of a ticket (even if he's not the requestor) to get >>> a confirmation email. >>> >>> any hints? >>> joey >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com Commercial support: >>> 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 D.Obando at ehapa.de Tue Sep 19 06:03:42 2006 From: D.Obando at ehapa.de (Obando, David DE - EV) Date: Tue, 19 Sep 2006 12:03:42 +0200 Subject: [rt-users] rights and queues Message-ID: <81D141237A54374E9E79CF14F96612A3871CD2@TXLEVD1-XCH03.ev.egmont.com> Dear all, I'm trying to grant rights in a specific way, but it doesn't work the way I want it. I have a group of users (dispatchers) who have extensive rights on my whole rt system. Now I created a new group which only has dispatching rights (creating, modifying, stealing of tickets) for a specific queue (I granted queue specific rights). Users of these group can only create tickets in the defined queue but they can see tickets e.g. when making queries. On the default startpage (after the login) the users see some query lists (10 highest tickets I own and others) and on this page the users see tickets of other queues. Is it possible to give a different startpage to the specific user? Thanks and regards, David Obando -------------- next part -------------- An HTML attachment was scrubbed... URL: From tanu at cadence.com Tue Sep 19 06:34:59 2006 From: tanu at cadence.com (Tanu Mehrotra) Date: Tue, 19 Sep 2006 16:04:59 +0530 Subject: [rt-users] notify creator of a ticket Message-ID: whts hrm ?? i guess notify requestor is equivalent notifycreator .isn't tht ? -----Original Message----- From: joey [mailto:spam at j0ey.de] Sent: Tuesday, September 19, 2006 3:50 PM To: Tanu Mehrotra Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] notify creator of a ticket hrm, condition: on create action: where-is-the-"notifycreator"-action ? [...] just tried "notfiy other recipients".. without success. Tanu Mehrotra wrote: > select various options from .. > > Description: > Condition: > Action: > Template : > Stage: > > -----Original Message----- > From: joey [mailto:spam at j0ey.de] > Sent: Tuesday, September 19, 2006 3:38 PM > To: Tanu Mehrotra > Subject: Re: [rt-users] notify creator of a ticket > > and what to put in the new scrip ? :) > > Tanu Mehrotra wrote: >> just login as root. >> goto configuration ->Global->scrips->new scrip >> >> >> >> >> >> Regards, >> Tanu >> >> >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of joey >> Sent: Tuesday, September 19, 2006 3:30 PM >> To: Marouane Himdi; rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] notify creator of a ticket >> >> Hey, >> >> yes.. thats what i tried first - but the creator does not an email. >> >> Marouane Himdi wrote: >>> Add the entry below in your config file >>> (/etc/request-trackerxxx/RT_SiteConfig.pm >>> >>> Set($NotifyActor, 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 spam >>> Envoy? : mardi 19 septembre 2006 11:30 ? : >>> rt-users at lists.bestpractical.com Objet : [rt-users] notify creator >>> of a ticket >>> >>> Hi there, >>> >>> anyone knows where to activate something like "notfiy creator"?! I >>> want the creator of a ticket (even if he's not the requestor) to get >>> a confirmation email. >>> >>> any hints? >>> joey >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com Commercial support: >>> 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 spam at j0ey.de Tue Sep 19 06:39:01 2006 From: spam at j0ey.de (joey) Date: Tue, 19 Sep 2006 12:39:01 +0200 Subject: [rt-users] notify creator of a ticket In-Reply-To: References: Message-ID: <450FC8C5.7030909@j0ey.de> no, it is not. for ex.: someone calls your support-hotline and leaves his e-mail adress for contact. the support guy *creates* the ticket, but the *requestor* will be the guy who made the call. Tanu Mehrotra wrote: > whts hrm ?? > > i guess notify requestor is equivalent notifycreator .isn't tht ? > > > -----Original Message----- > From: joey [mailto:spam at j0ey.de] > Sent: Tuesday, September 19, 2006 3:50 PM > To: Tanu Mehrotra > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] notify creator of a ticket > > hrm, > > condition: on create > action: where-is-the-"notifycreator"-action ? > [...] > > just tried "notfiy other recipients".. without success. > > Tanu Mehrotra wrote: >> select various options from .. >> >> Description: >> Condition: >> Action: >> Template : >> Stage: >> >> -----Original Message----- >> From: joey [mailto:spam at j0ey.de] >> Sent: Tuesday, September 19, 2006 3:38 PM >> To: Tanu Mehrotra >> Subject: Re: [rt-users] notify creator of a ticket >> >> and what to put in the new scrip ? :) >> >> Tanu Mehrotra wrote: >>> just login as root. >>> goto configuration ->Global->scrips->new scrip >>> >>> >>> >>> >>> >>> Regards, >>> Tanu >>> >>> >>> -----Original Message----- >>> From: rt-users-bounces at lists.bestpractical.com >>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of joey >>> Sent: Tuesday, September 19, 2006 3:30 PM >>> To: Marouane Himdi; rt-users at lists.bestpractical.com >>> Subject: Re: [rt-users] notify creator of a ticket >>> >>> Hey, >>> >>> yes.. thats what i tried first - but the creator does not an email. >>> >>> Marouane Himdi wrote: >>>> Add the entry below in your config file >>>> (/etc/request-trackerxxx/RT_SiteConfig.pm >>>> >>>> Set($NotifyActor, 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 spam >>>> Envoy? : mardi 19 septembre 2006 11:30 ? : >>>> rt-users at lists.bestpractical.com Objet : [rt-users] notify creator >>>> of a ticket >>>> >>>> Hi there, >>>> >>>> anyone knows where to activate something like "notfiy creator"?! I >>>> want the creator of a ticket (even if he's not the requestor) to get >>>> a confirmation email. >>>> >>>> any hints? >>>> joey >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com Commercial support: >>>> 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 putzoa at gmx.de Tue Sep 19 06:16:29 2006 From: putzoa at gmx.de (Andreas Putzo) Date: Tue, 19 Sep 2006 12:16:29 +0200 Subject: [rt-users] Can I restrict autoreplies to the local domain? In-Reply-To: References: Message-ID: <20060919101629.GA10285@putzo.net> Hi, On Sep 19, Chris Wenn wrote: > > Has anyone got a way of restricting RT's autoreply function to a single domain? > > I don't want users outside rbg.vic.gov.au to receive communication from my RT system. > > It's v3.4.4, running on Ubuntu Dapper 6.06, with postfix, apache2 and mysql as the backend. > > Chris If you have a little knowledge of perl you may take a look at lib/RT/Action/SendEmail.pm. Should not be too hard to match $TO against your domain name and either rewrite the address or discard it. This would be a nice feature IMO. Perhaps using postfix's canonical maps may work, too. But i am not sure whether it is possible to rewrite TO only if From matches your RT email address. -- regards, Andreas Putzo From futurahost at futurahost.com Tue Sep 19 06:28:25 2006 From: futurahost at futurahost.com (Pablo Povarchik) Date: Tue, 19 Sep 2006 12:28:25 +0200 Subject: [rt-users] Re: RT selectively not sending email In-Reply-To: <20060919095959.13B664D8182@diesel.bestpractical.com> References: <20060919095959.13B664D8182@diesel.bestpractical.com> Message-ID: <1158661705.6904.48.camel@support.futurahostdns.com> We have seen this also, and seems an RT's "arbitrary decision". Same with attachments. *Some* users get the email, but no attachment on it. All users been autocreated on ticket submission, so all them have an email address in place. Regards -- Pablo Povarchik - FuturaHost.Com CEO Managed hosting services, the core of our work +--------- Web Hosting - Dedicated Servers - Colocation (AS39317) ----------+ | info at futurahost.com - http://www.futurahost.com/ - (+39) 0461 592710 | Special! Get a Full Cabinet + 10Mbps full burst for only EUR 1,099 per month | in our London (UK) facilities. Availability also in Fremont CA, USA. +---------------------------------------------------------------------------+ From rfh at pipex.net Tue Sep 19 06:52:33 2006 From: rfh at pipex.net (Roy El-Hames) Date: Tue, 19 Sep 2006 11:52:33 +0100 Subject: [rt-users] notify creator of a ticket In-Reply-To: <450FC8C5.7030909@j0ey.de> References: <450FC8C5.7030909@j0ey.de> Message-ID: <450FCBF1.4040103@pipex.net> Questions; Is you support person an adminCc on the queue where the ticket was created ?? Have you got global scrip On Create, Notify AdminCc enabled with valid template (You can check that from Global/scrips) have you got (/etc/request-trackerxxx/RT_SiteConfig.pm, Set($NotifyActor, 1); and did you restart the web server after modifying RT_SiteConfig.pm? if the answers to all the above is yes, then your support person will most definitely get an email? (providing his/her email address in RT is correct) Regards; Roy joey wrote: > no, it is not. > > for ex.: > someone calls your support-hotline and leaves his e-mail adress for > contact. the support guy *creates* the ticket, but the *requestor* will > be the guy who made the call. > > Tanu Mehrotra wrote: > >> whts hrm ?? >> >> i guess notify requestor is equivalent notifycreator .isn't tht ? >> >> >> -----Original Message----- >> From: joey [mailto:spam at j0ey.de] >> Sent: Tuesday, September 19, 2006 3:50 PM >> To: Tanu Mehrotra >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] notify creator of a ticket >> >> hrm, >> >> condition: on create >> action: where-is-the-"notifycreator"-action ? >> [...] >> >> just tried "notfiy other recipients".. without success. >> >> Tanu Mehrotra wrote: >> >>> select various options from .. >>> >>> Description: >>> Condition: >>> Action: >>> Template : >>> Stage: >>> >>> -----Original Message----- >>> From: joey [mailto:spam at j0ey.de] >>> Sent: Tuesday, September 19, 2006 3:38 PM >>> To: Tanu Mehrotra >>> Subject: Re: [rt-users] notify creator of a ticket >>> >>> and what to put in the new scrip ? :) >>> >>> Tanu Mehrotra wrote: >>> >>>> just login as root. >>>> goto configuration ->Global->scrips->new scrip >>>> >>>> >>>> >>>> >>>> >>>> Regards, >>>> Tanu >>>> >>>> >>>> -----Original Message----- >>>> From: rt-users-bounces at lists.bestpractical.com >>>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of joey >>>> Sent: Tuesday, September 19, 2006 3:30 PM >>>> To: Marouane Himdi; rt-users at lists.bestpractical.com >>>> Subject: Re: [rt-users] notify creator of a ticket >>>> >>>> Hey, >>>> >>>> yes.. thats what i tried first - but the creator does not an email. >>>> >>>> Marouane Himdi wrote: >>>> >>>>> Add the entry below in your config file >>>>> (/etc/request-trackerxxx/RT_SiteConfig.pm >>>>> >>>>> Set($NotifyActor, 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 spam >>>>> Envoy? : mardi 19 septembre 2006 11:30 ? : >>>>> rt-users at lists.bestpractical.com Objet : [rt-users] notify creator >>>>> of a ticket >>>>> >>>>> Hi there, >>>>> >>>>> anyone knows where to activate something like "notfiy creator"?! I >>>>> want the creator of a ticket (even if he's not the requestor) to get >>>>> a confirmation email. >>>>> >>>>> any hints? >>>>> joey >>>>> _______________________________________________ >>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>> >>>>> Community help: http://wiki.bestpractical.com Commercial support: >>>>> 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 tanu at cadence.com Tue Sep 19 06:04:15 2006 From: tanu at cadence.com (Tanu Mehrotra) Date: Tue, 19 Sep 2006 15:34:15 +0530 Subject: [rt-users] notify creator of a ticket Message-ID: just login as root. goto configuration ->Global->scrips->new scrip Regards, Tanu -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of joey Sent: Tuesday, September 19, 2006 3:30 PM To: Marouane Himdi; rt-users at lists.bestpractical.com Subject: Re: [rt-users] notify creator of a ticket Hey, yes.. thats what i tried first - but the creator does not an email. Marouane Himdi wrote: > Add the entry below in your config file > (/etc/request-trackerxxx/RT_SiteConfig.pm > > Set($NotifyActor, 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 spam > Envoy? : mardi 19 septembre 2006 11:30 ? : > rt-users at lists.bestpractical.com Objet : [rt-users] notify creator of > a ticket > > Hi there, > > anyone knows where to activate something like "notfiy creator"?! I > want the creator of a ticket (even if he's not the requestor) to get a > confirmation email. > > any hints? > joey > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > 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 spam at j0ey.de Tue Sep 19 07:27:07 2006 From: spam at j0ey.de (joey) Date: Tue, 19 Sep 2006 13:27:07 +0200 Subject: [rt-users] notify creator of a ticket In-Reply-To: <450FCBF1.4040103@pipex.net> References: <450FC8C5.7030909@j0ey.de> <450FCBF1.4040103@pipex.net> Message-ID: <450FD40B.9090909@j0ey.de> Roy El-Hames wrote: > Questions; > Set($NotifyActor, 1); and did you restart the web server after modifying > RT_SiteConfig.pm? [..] orgs.. thought RT reads its config-files every time it processes an action :) "apachectl graceful" fixed it.. thanks! > if the answers to all the above is yes, then your support person will > most definitely get an email? (providing his/her email address in RT is > correct) > Regards; > Roy > joey wrote: >> no, it is not. >> >> for ex.: >> someone calls your support-hotline and leaves his e-mail adress for >> contact. the support guy *creates* the ticket, but the *requestor* will >> be the guy who made the call. >> >> Tanu Mehrotra wrote: >> >>> whts hrm ?? >>> >>> i guess notify requestor is equivalent notifycreator .isn't tht ? >>> >>> >>> -----Original Message----- >>> From: joey [mailto:spam at j0ey.de] Sent: Tuesday, September 19, 2006 >>> 3:50 PM >>> To: Tanu Mehrotra >>> Cc: rt-users at lists.bestpractical.com >>> Subject: Re: [rt-users] notify creator of a ticket >>> >>> hrm, >>> >>> condition: on create >>> action: where-is-the-"notifycreator"-action ? >>> [...] >>> >>> just tried "notfiy other recipients".. without success. >>> >>> Tanu Mehrotra wrote: >>> >>>> select various options from .. >>>> >>>> Description: Condition: >>>> Action: >>>> Template : >>>> Stage: >>>> >>>> -----Original Message----- >>>> From: joey [mailto:spam at j0ey.de] >>>> Sent: Tuesday, September 19, 2006 3:38 PM >>>> To: Tanu Mehrotra >>>> Subject: Re: [rt-users] notify creator of a ticket >>>> >>>> and what to put in the new scrip ? :) >>>> >>>> Tanu Mehrotra wrote: >>>> >>>>> just login as root. >>>>> goto configuration ->Global->scrips->new scrip >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> Regards, >>>>> Tanu >>>>> >>>>> >>>>> -----Original Message----- >>>>> From: rt-users-bounces at lists.bestpractical.com >>>>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of joey >>>>> Sent: Tuesday, September 19, 2006 3:30 PM >>>>> To: Marouane Himdi; rt-users at lists.bestpractical.com >>>>> Subject: Re: [rt-users] notify creator of a ticket >>>>> >>>>> Hey, >>>>> >>>>> yes.. thats what i tried first - but the creator does not an email. >>>>> >>>>> Marouane Himdi wrote: >>>>> >>>>>> Add the entry below in your config file >>>>>> (/etc/request-trackerxxx/RT_SiteConfig.pm >>>>>> >>>>>> Set($NotifyActor, 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 >>>>>> spam Envoy? : mardi 19 septembre 2006 11:30 ? : >>>>>> rt-users at lists.bestpractical.com Objet : [rt-users] notify creator >>>>>> of a ticket >>>>>> >>>>>> Hi there, >>>>>> >>>>>> anyone knows where to activate something like "notfiy creator"?! I >>>>>> want the creator of a ticket (even if he's not the requestor) to >>>>>> get a confirmation email. >>>>>> >>>>>> any hints? >>>>>> joey >>>>>> _______________________________________________ >>>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>>> >>>>>> Community help: http://wiki.bestpractical.com Commercial support: >>>>>> 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 plummer at geneseo.edu Tue Sep 19 10:29:26 2006 From: plummer at geneseo.edu (Shawn Plummer) Date: Tue, 19 Sep 2006 10:29:26 -0400 Subject: [rt-users] IE stops responding and display issue In-Reply-To: <20060918203554.GC12034@cgi.jachomes.com> References: <21AC5E86-3E65-4F51-8C05-4FA3E7EC31BC@geneseo.edu> <20060918203554.GC12034@cgi.jachomes.com> Message-ID: <3EB6675D-44DF-4D8A-8AA7-62996C4CB1CA@geneseo.edu> That is what I am thinking at the moment. Does anyone have a relatively unpatched version of windows IE 6 they can test against a 3.6.1 install? ~~~~~~~~~~~~~ Shawn Plummer Systems Manager CIT SUNY Geneseo "The mind can make substance, and people planets of its own with beings brighter than have been, and give a breath to forms which can outlive all flesh." -Lord Byron On Sep 18, 2006, at 4:35 PM, Jay R. Ashworth wrote: > On Mon, Sep 18, 2006 at 04:07:35PM -0400, Shawn Plummer wrote: >> I am starting to comment out specific parts of the nav.css file to >> see what is causing the problem but have had little luck thus far. We >> have not done any local customizations of the css files. Any ideas >> about what would be causing this very strange behavior? > > Any chance Microsloth pushed out an IE update that broke something? > That's my go-to idea when things Just Stop Working. > > 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_ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 mcoakley at managedbusiness.com Tue Sep 19 10:23:42 2006 From: mcoakley at managedbusiness.com (Mike Coakley) Date: Tue, 19 Sep 2006 10:23:42 -0400 Subject: [rt-users] Rt-crontool usage question? Message-ID: We are using RT to manage a deployment of ~600 routers. Everything is great so far and the workflow is working exactly as expected. We have used the saved searches to help with reconciliation and reporting to the customer. However, I would like to use the rt-crontool to run some of the saved searches to automatically send CSV tables to people on a daily basis instead of manually running the searches. Is this possible? I would assume running the saved search is possible but is it also possible to get the output to CSV? And finally, is it possible to get the CSV using the patch on the WIKI for only the selected field ( http://wiki.bestpractical.com/index.cgi?SpreadsheetDisplayedFields). Now I'm not asking for people to do all the work for me, I've been getting my hands dirty with RT already, I'm just wondering if I'm spinning my wheels for a process that will only go on for the next 2 months. SO if someone has done something like this, their input would be appreciated. Thanks, -- Mike Coakley Managed Business http://www.managedbusiness.com http://my.managedbusiness.com Voice - 973-252-0770 x2100 Fax - 973-252-1797 From ivetter at math.purdue.edu Tue Sep 19 10:42:44 2006 From: ivetter at math.purdue.edu (Isaac Vetter) Date: Tue, 19 Sep 2006 10:42:44 -0400 Subject: [rt-users] RT selectively not sending email In-Reply-To: <4509C29C.50106@math.purdue.edu> References: <4509C29C.50106@math.purdue.edu> Message-ID: <451001E4.6070700@math.purdue.edu> All, Sorry for answering my own post. My problem was with the $RTAddressRegexp value in RT_SiteConfig.pm. As I understand it, this variable is used to avoid creating email loops by not sending email to any addresses that match the regex stored in this variable. This was my regex: '^[systems|helpdesk|webmaster].*\@domain.edu$' It was meant to catch systems at domain.edu, helpdesk at domain.edu, helpdesk-comment at domain.edu, helpdesk-web at domain.edu, helpdesk-web-comment at domain.edu, helpdesk-project at domain.edu, webmaster at domain.edu, etc ... Perl regex character classes are character based, not string based (duh). So if the characters in the email address were also in [systemshelpdeskwebmaster], the user would not get email. What I meant, and what is currently working, is this: '^systems|helpdesk|webmaster.*\@domain.edu$' Thanks to everyone that responded. Isaac Vetter Isaac Vetter wrote: > Hello All, > > There are some users that RT won't send email to, upon 'Reply'ing to a > ticket, these users, both as Requestors and as AdminCC's, are not > listed in the "This message will be sent to" box. > > On a clean install (rt3.4.5, perl5.8.8, postgresql7.4, apache1.3, > solaris10) there are four autocreated users. Each user is a global > SuperUser, each user is a watcher in the default General queue. The > same two users are consistently not sent email. The other two users > are always sent email, both as Requestors and as AdminCC's. > > "not sent email" means that they never receive email from RT and are > never listed on the "Update Ticket" page. > > rt.log doesn't contain an error, even at [debug]. The default scrips > are in place. All four users are privileged, Global SuperUsers and > AdminCC Watchers on the queue. > > I'm at my wit's end, any suggestions greatly appreciated. > > Thanks, > > Isaac Vetter > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 phanoko at yahoo.com Tue Sep 19 10:42:45 2006 From: phanoko at yahoo.com (Phanoko) Date: Tue, 19 Sep 2006 07:42:45 -0700 (PDT) Subject: [rt-users] Queue Colums Message-ID: <20060919144245.86476.qmail@web53906.mail.yahoo.com> Is there a way to add a colum in a queue? I'd like to add a colum for 'Type' so I can collapse three queues into one. I had a queue called Helpdesk-Main Helpdesk-Projects Helpdesk-Documentation Helpdesk-Foo I'd like to make field for Main Projects Documentation Foo and be able to auto-sort on the main screen with that in the colums. __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From torsten.brumm at googlemail.com Tue Sep 19 10:53:38 2006 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Tue, 19 Sep 2006 16:53:38 +0200 Subject: [rt-users] Queue Colums In-Reply-To: <20060919144245.86476.qmail@web53906.mail.yahoo.com> References: <20060919144245.86476.qmail@web53906.mail.yahoo.com> Message-ID: Hmm, try one queue helpdesk und set a CF with the needed values, this should be the easiest way?!? 2006/9/19, Phanoko : > > Is there a way to add a colum in a queue? I'd like to > add a colum for 'Type' so I can collapse three queues > into one. I had a queue called > Helpdesk-Main > Helpdesk-Projects > Helpdesk-Documentation > Helpdesk-Foo > I'd like to make field for > Main > Projects > Documentation > Foo > and be able to auto-sort on the main screen with that > in the colums. > > __________________________________________________ > 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 > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Tue Sep 19 11:00:40 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 19 Sep 2006 19:00:40 +0400 Subject: [rt-users] RT selectively not sending email In-Reply-To: <451001E4.6070700@math.purdue.edu> References: <4509C29C.50106@math.purdue.edu> <451001E4.6070700@math.purdue.edu> Message-ID: <589c94400609190800t3880cd37vf64c1b0aa32222e9@mail.gmail.com> On 9/19/06, Isaac Vetter wrote: > All, > > Sorry for answering my own post. My problem was with the > $RTAddressRegexp value in RT_SiteConfig.pm. > > As I understand it, this variable is used to avoid creating email loops > by not sending email to any addresses that match the regex stored in > this variable. > > This was my regex: > '^[systems|helpdesk|webmaster].*\@domain.edu$' > > It was meant to catch systems at domain.edu, helpdesk at domain.edu, > helpdesk-comment at domain.edu, helpdesk-web at domain.edu, > helpdesk-web-comment at domain.edu, helpdesk-project at domain.edu, > webmaster at domain.edu, etc ... > > Perl regex character classes are character based, not string based > (duh). So if the characters in the email address were also in > [systemshelpdeskwebmaster], the user would not get email. What I meant, > and what is currently working, is this: > > '^systems|helpdesk|webmaster.*\@domain.edu$' This is also incorrect :) you need '^(systems|helpdesk|webmaster).*\@domain.edu$' See also http://wiki.bestpractical.com/index.cgi?RTAddressRegexp > > Thanks to everyone that responded. > > Isaac Vetter > > > Isaac Vetter wrote: > > Hello All, > > > > There are some users that RT won't send email to, upon 'Reply'ing to a > > ticket, these users, both as Requestors and as AdminCC's, are not > > listed in the "This message will be sent to" box. > > > > On a clean install (rt3.4.5, perl5.8.8, postgresql7.4, apache1.3, > > solaris10) there are four autocreated users. Each user is a global > > SuperUser, each user is a watcher in the default General queue. The > > same two users are consistently not sent email. The other two users > > are always sent email, both as Requestors and as AdminCC's. > > > > "not sent email" means that they never receive email from RT and are > > never listed on the "Update Ticket" page. > > > > rt.log doesn't contain an error, even at [debug]. The default scrips > > are in place. All four users are privileged, Global SuperUsers and > > AdminCC Watchers on the queue. > > > > I'm at my wit's end, any suggestions greatly appreciated. > > > > Thanks, > > > > Isaac Vetter > > ------------------------------------------------------------------------ > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: 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 > > > -- Best regards, Ruslan. From phanoko at yahoo.com Tue Sep 19 11:01:51 2006 From: phanoko at yahoo.com (Phanoko) Date: Tue, 19 Sep 2006 08:01:51 -0700 (PDT) Subject: [rt-users] Queue Colums In-Reply-To: Message-ID: <20060919150151.29071.qmail@web53911.mail.yahoo.com> In that way I'm not able to view the type ticket when clicking on the queue. I would have to instruct my users to all make Saved Searches and only search in queues that way. --- Torsten Brumm wrote: > Hmm, try one queue helpdesk und set a CF with the > needed values, this should > be the easiest way?!? > > 2006/9/19, Phanoko : > > > > Is there a way to add a colum in a queue? I'd > like to > > add a colum for 'Type' so I can collapse three > queues > > into one. I had a queue called > > Helpdesk-Main > > Helpdesk-Projects > > Helpdesk-Documentation > > Helpdesk-Foo > > I'd like to make field for > > Main > > Projects > > Documentation > > Foo > > and be able to auto-sort on the main screen with > that > > in the colums. > > > > __________________________________________________ > > 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 > > > > > > -- > MFG > > Torsten Brumm > > http://www.torsten-brumm.de > __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From ivetter at math.purdue.edu Tue Sep 19 11:13:09 2006 From: ivetter at math.purdue.edu (Isaac Vetter) Date: Tue, 19 Sep 2006 11:13:09 -0400 Subject: [rt-users] RT selectively not sending email In-Reply-To: <589c94400609190800t3880cd37vf64c1b0aa32222e9@mail.gmail.com> References: <4509C29C.50106@math.purdue.edu> <451001E4.6070700@math.purdue.edu> <589c94400609190800t3880cd37vf64c1b0aa32222e9@mail.gmail.com> Message-ID: <45100905.4070509@math.purdue.edu> Ruslan Zakirov wrote: >> >> '^systems|helpdesk|webmaster.*\@domain.edu$' > This is also incorrect :) you need > '^(systems|helpdesk|webmaster).*\@domain.edu$' No, actually parentheses are not necessary due, I think, to order of precedence. But thanks for chiming in, Ruslan. > > See also http://wiki.bestpractical.com/index.cgi?RTAddressRegexp > -------------- 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 todd at chaka.net Tue Sep 19 11:39:06 2006 From: todd at chaka.net (Todd Chapman) Date: Tue, 19 Sep 2006 11:39:06 -0400 Subject: [rt-users] rights and queues In-Reply-To: <81D141237A54374E9E79CF14F96612A3871CD2@TXLEVD1-XCH03.ev.egmont.com> References: <81D141237A54374E9E79CF14F96612A3871CD2@TXLEVD1-XCH03.ev.egmont.com> Message-ID: <20060919153906.GG21306@chaka.net> In RT 3.6 the start page is customizable. On Tue, Sep 19, 2006 at 12:03:42PM +0200, Obando, David DE - EV wrote: > Dear all, > > I'm trying to grant rights in a specific way, but it doesn't work the > way I want it. > > I have a group of users (dispatchers) who have extensive rights on my > whole rt system. > Now I created a new group which only has dispatching rights (creating, > modifying, stealing of tickets) for a specific queue (I granted queue > specific rights). > > Users of these group can only create tickets in the defined queue but > they can see tickets e.g. when making queries. > On the default startpage (after the login) the users see some query > lists (10 highest tickets I own and others) and on this page the users > see tickets of other queues. > > Is it possible to give a different startpage to the specific user? > > > Thanks and regards, > David Obando > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 ruslan.zakirov at gmail.com Tue Sep 19 11:48:44 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 19 Sep 2006 19:48:44 +0400 Subject: [rt-users] RT selectively not sending email In-Reply-To: <45100905.4070509@math.purdue.edu> References: <4509C29C.50106@math.purdue.edu> <451001E4.6070700@math.purdue.edu> <589c94400609190800t3880cd37vf64c1b0aa32222e9@mail.gmail.com> <45100905.4070509@math.purdue.edu> Message-ID: <589c94400609190848u4722d8fak91a0b1181fb70723@mail.gmail.com> On 9/19/06, Isaac Vetter wrote: > Ruslan Zakirov wrote: > >> > >> '^systems|helpdesk|webmaster.*\@domain.edu$' > > This is also incorrect :) you need > > '^(systems|helpdesk|webmaster).*\@domain.edu$' > > No, actually parentheses are not necessary due, I think, to order of > precedence. regexp '^systems|helpdesk|webmaster.*\@domain.edu$' matches: 1) any email address that starts with "systems", for example "systems at mail.ru" 2) any email address that has substring "helpdesk", for example "helpdesk at google.com" or "Cool.User at helpdesk.domain.com" 3) and any email that contains "webmaster" in name part and domain is "domain.edu", for example "qwewebmasterewq at domain.edu" > > But thanks for chiming in, Ruslan. > > > > > See also http://wiki.bestpractical.com/index.cgi?RTAddressRegexp > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 frank.thommen at embl.de Tue Sep 19 11:55:53 2006 From: frank.thommen at embl.de (Frank Thommen) Date: Tue, 19 Sep 2006 17:55:53 +0200 Subject: [rt-users] How to reset 'root' access rights? Message-ID: <45101309.5060108@embl.de> Hi, OK, this *was* silly, but I took 'root' - the so far only RT account - his SuperUser rights. Now I'm stuck with only one - unpriviledged - user. :-] How can I give 'root' back the administration rights for RT (v 3.6.1)? Thanks a lot frank -- Frank Thommen - EMBL Heidelberg / Structures - IT Managagement & Support From boeheim at slac.stanford.edu Tue Sep 19 12:06:07 2006 From: boeheim at slac.stanford.edu (Chuck Boeheim) Date: Tue, 19 Sep 2006 09:06:07 -0700 Subject: [rt-users] Can I restrict autoreplies to the local domain? In-Reply-To: <20060919101629.GA10285@putzo.net> References: <20060919101629.GA10285@putzo.net> Message-ID: We use a second queue for this purpose. In our procmail script that feeds RT, we detect email that shouldn't get an autoreply and feed it to the alternate queue. That queue has an "On Create" script that simply changes the queue to the main support queue. There is an autoreply action only on the main support queue, not on the secondary queue. As well, you can have different, or no, watchers on the secondary queue if you are also trying to reduce possibly noise email to your watchers. Chuck Boeheim boeheim at slac.stanford.edu On Sep 19, 2006, at 3:16 AM, Andreas Putzo wrote: > Hi, > > On Sep 19, Chris Wenn wrote: >> >> Has anyone got a way of restricting RT's autoreply function to a >> single domain? >> >> I don't want users outside rbg.vic.gov.au to receive communication >> from my RT system. >> >> It's v3.4.4, running on Ubuntu Dapper 6.06, with postfix, apache2 >> and mysql as the backend. >> >> Chris > > If you have a little knowledge of perl you may take a look at > lib/RT/Action/SendEmail.pm. Should not be too hard to match $TO > against your domain name and either rewrite the address or discard it. > This would be a nice feature IMO. > > Perhaps using postfix's canonical maps may work, too. But i am not > sure whether it is possible to rewrite TO only if From matches your RT > email address. > > > -- > regards, > Andreas Putzo > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 timothy-flynn at uiowa.edu Tue Sep 19 12:31:06 2006 From: timothy-flynn at uiowa.edu (Flynn, Timothy J) Date: Tue, 19 Sep 2006 11:31:06 -0500 Subject: [rt-users] Problems on production box with 'comp' parameter afterpatching In-Reply-To: Message-ID: Jesse you are a lifesaver! Updating CGI.pm fixes it. Thank you Thank you Thank you!! -Tim On Wed, Sep 13, 2006 at 09:00:41AM -0500, Flynn, Timothy J wrote: > Sorry, here are the software versions What happens if you update CGI.pm from CPAN? > RT 3.4.5 > RedHat ELAS4 > > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Flynn, > Timothy J > Sent: Wednesday, September 13, 2006 8:50 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Problems on production box with 'comp' parameter > afterpatching > > Hi, > > I am running Redhat and running up2date and I get the error: > > [Wed Sep 13 13:45:46 2006] [crit]: The 'comp' parameter (undef) to > HTML::Mason::Request::CGI->new() was an 'undef', which is not one of the > allowed types: scalar object > > Stack: > [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:127] > [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:63] > [/usr/local/rt3/bin/webmux.pl:123] > [-e:0] > (/usr/local/rt3/bin/webmux.pl:125) > > After applying the patches and opening the website. Looking at this > does anyone have any ideas what module is causing this and how to > correct? We were able to rollback the changes when this first happened > but when we tried the patches again this time we are unable to rollback > the patches. This is a critical error on our production system so any > immediate help is greatly appreciated. > > -Tim From hall at fas.sfu.ca Tue Sep 19 12:38:24 2006 From: hall at fas.sfu.ca (Gary Hall) Date: Tue, 19 Sep 2006 09:38:24 -0700 Subject: [rt-users] Re: Can I restrict autoreplies to the local domain? In-Reply-To: <20060919095958.4B0464D817C@diesel.bestpractical.com> References: <20060919095958.4B0464D817C@diesel.bestpractical.com> Message-ID: <45101D00.70304@fas.sfu.ca> We divert all incoming mail from outside the domain to a separate queue and enable autoreply only on the internal queue. (I.e., we removed the global autoreply scrips and recreated them on the internal queue.) We're a help-desk operation serving internal users who sometimes send requests from external email accounts. Such requests get moved to the internal queue and the Respondor value is corrected to the internal account name for the user. All remaining tickets in the external queue are spam and dealt with accordingly. Gary > "Chris Wenn" wrote > > > Hi > > Has anyone got a way of restricting RT's autoreply function to a single domain? > > I don't want users outside rbg.vic.gov.au to receive communication from my RT system. > > It's v3.4.4, running on Ubuntu Dapper 6.06, with postfix, apache2 and mysql as the backend. > > Chris -- Gary Hall hall at fas.sfu.ca | Voice (604) 291-5925 Faculty of Applied Sciences | Fax (604) 291-5404 Simon Fraser University | Burnaby, B.C. V5A 1S6 | From steve at silicongoblin.com Tue Sep 19 15:34:24 2006 From: steve at silicongoblin.com (Steve Linberg) Date: Tue, 19 Sep 2006 15:34:24 -0400 Subject: [rt-users] Stripping smime.p7s attachments? Message-ID: Is there a way to configure RT to strip certain kinds of attachments? I don't want to store a zillion copies of my public key with every ticket I submit via e-mail. Can RT handle stripping attachments, or does that need to be done on the way in before RT gets its hands on the mail? Thanks, just upgraded to 3.6.1 and am really digging it. - Steve Linberg -- Steve Linberg, Chief Goblin Silicon Goblin Technologies http://silicongoblin.com Be kind. Remember, everyone you meet is fighting a hard battle. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2429 bytes Desc: not available URL: From kyle at mbrostech.com Tue Sep 19 16:16:05 2006 From: kyle at mbrostech.com (Kyle Manuel) Date: Tue, 19 Sep 2006 15:16:05 -0500 Subject: [rt-users] Emails not getting to destination Message-ID: <000601c6dc28$7108c300$4f7ba8c0@MAIN.MBROSTECH.COM> I just setup RT on Debian. It is sending emails and I am getting them on my own domain. I run a mail server and saw that it received it and accepted it only because it was from the internal network (trusted IP). When emails are sent to other domains, they are not received. I don't know for what reason, but I can guess that they are being rejected because they are not coming from my mail server. Can I set RT to pass the emails through my server? Thanks, Kyle Manuel, Net+ President/CEO MBros Tech kyle at mbrostech.com PH: 225.709.4406 FX: 225.709.4404 From dunne at accuweather.com Tue Sep 19 16:35:29 2006 From: dunne at accuweather.com (Michael Dunne) Date: Tue, 19 Sep 2006 16:35:29 -0400 Subject: [rt-users] Simple Search and Organization questions Message-ID: Greetings, I am in the midst of setting up a test instance of RT for evaluation. Fantastic product thus far. Our current ticketing system is also used as a client information database. Hence I am (hopefully) trying to add some modifications to our RT instance with that in mind. Is it possible to modify the Simple Search field to search by Organization also? Is it possible to nest users within organizations? Thanks in advance for any tips. Mike Michael Dunne Network Support Specialist AccuWeather, Inc. ~HISTORY, n. An account mostly false, of events mostly unimportant, which are brought about by rulers mostly knaves, and soldiers mostly fools. (Ambrose Bierce, "The Devil's Dictionary")~ From terri.bendl at ezpass.csc.paturnpike.com Tue Sep 19 16:50:02 2006 From: terri.bendl at ezpass.csc.paturnpike.com (Terri Bendl) Date: Tue, 19 Sep 2006 16:50:02 -0400 Subject: [rt-users] customized RT at a Glance for specific users Message-ID: <3D53DD8B8315F04CB96F20729230DC2FF1B65A@EZP-EMAIL.ptcezpass.lcl> Does anyone know how to apply customized Elements (such as MyTickets, etc) to specific users only?? The goal is to have a Helpdesk manager that sees everyone's tickets via the RT at a Glance view -- I don't want him to have to do searches to find them... Thanks in advance. Terri Terri Bendl E-ZPass 717-565-4316 terri.bendl at ezpass.csc.paturnpike.com From ytang at uchicago.edu Tue Sep 19 17:17:11 2006 From: ytang at uchicago.edu (Yongrui Tang) Date: Tue, 19 Sep 2006 16:17:11 -0500 Subject: [rt-users] Re:"You are almost there!" In-Reply-To: References: Message-ID: <45105E57.1030008@uchicago.edu> Hi, I got error messages for "You are almost there!" and redicted to /rt-broken-install.html page. After checking many postings, I still can't find the error for my configuration. This is rt-3.4.5 with fastcgi on Solaris 10. Anyone can help? Thanks. RT_SiteConfig.pm Set( $rtname, 'uchicago.edu'); Set($WebBaseURL , "https://test.uchicago.edu"); Set($WebPath , "/rt"); Set($LogDir, '/opt/http/docs/internal/rt/var/log'); Set($LogToFileNamed , "/tmp/rt.log"); #log to rt.log httpd.conf ServerName test.uchicago.edu:443 DocumentRoot "/opt/http/docs/internal/rt/html/" ScriptAlias /rt/ /opt/http/docs/internal/rt/bin/mason_handler.fcgi/ Alias /NoAuth/images /opt/http/docs/internal/rt/html/NoAuth/images Options FollowSymLinks ExecCGI AllowOverride None From mfinn at nbutexas.com Tue Sep 19 17:47:35 2006 From: mfinn at nbutexas.com (Michael Finn) Date: Tue, 19 Sep 2006 16:47:35 -0500 Subject: [rt-users] customized RT at a Glance for specific users In-Reply-To: <3D53DD8B8315F04CB96F20729230DC2FF1B65A@EZP-EMAIL.ptcezpass.lcl> Message-ID: If you're using 3.6.1, the user can create a custom Search/query, save it as , and add that to his/her "RT at a glance" page as a module. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Terri Bendl Sent: Tuesday, September 19, 2006 3:50 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] customized RT at a Glance for specific users Does anyone know how to apply customized Elements (such as MyTickets, etc) to specific users only?? The goal is to have a Helpdesk manager that sees everyone's tickets via the RT at a Glance view -- I don't want him to have to do searches to find them... Thanks in advance. Terri Terri Bendl E-ZPass 717-565-4316 terri.bendl at ezpass.csc.paturnpike.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 sales at mainstreetpackaging.com Tue Sep 19 19:18:23 2006 From: sales at mainstreetpackaging.com (MainStreetPackaging.com) Date: Tue, 19 Sep 2006 16:18:23 -0700 Subject: [rt-users] Test::WWW::Mechanize 1.04...MISSING Message-ID: Debian Sarge debian:/rt-3.6.1# make fixdeps /usr/bin/perl ./sbin/rt-test-dependencies --verbose --install --with- mysql perl: [snip] Test::WWW::Mechanize 1.04...MISSING [snip] Install module Test::WWW::Mechanize CPAN: File::HomeDir loaded ok CPAN: Storable loaded ok Going to read /root/.cpan/Metadata Database was generated on Mon, 18 Sep 2006 23:32:32 GMT Running install for module Test::WWW::Mechanize Running make for P/PE/PETDANCE/Test-WWW-Mechanize-1.12.tar.gz Fetching with LWP: ftp://cpan.cs.utah.edu/pub/CPAN/authors/id/P/PE/PETDANCE/Test-WWW- Mechanize-1.12.tar.gz CPAN: Digest::SHA loaded ok CPAN: Module::Signature loaded ok WARNING: This key is not certified with a trusted signature! Primary key fingerprint: 2E66 557A B97C 19C7 91AF 8E20 328D A867 450F 89EC Signature for /root/.cpan/sources/authors/id/P/PE/PETDANCE/CHECKSUMS ok CPAN: Compress::Zlib loaded ok Checksum for /root/.cpan/sources/authors/id/P/PE/PETDANCE/Test-WWW- Mechanize-1.12.tar.gz ok Scanning cache /root/.cpan/build for sizes Warning: weird direntry in /root/.cpan/build: tmp Warning: weird direntry in /root/.cpan/build: Term-ReadLine-Perl-1.0302 Warning: weird direntry in /root/.cpan/build: Test-WWW-Mechanize-1.12 Warning: weird direntry in /root/.cpan/build: Module-Signature-0.55 Warning: weird direntry in /root/.cpan/build: Archive-Tar-1.30 Warning: weird direntry in /root/.cpan/build: Archive-Zip-1.16 Warning: weird direntry in /root/.cpan/build: Net-Telnet-3.03 Warning: weird direntry in /root/.cpan/build: libnet-1.19 Warning: weird direntry in /root/.cpan/build: TermReadKey-2.30 Warning: weird direntry in /root/.cpan/build: Test-LongString-0.09 Warning: weird direntry in /root/.cpan/build: YAML-0.62 Warning: weird direntry in /root/.cpan/build: Text-Glob-0.07 Warning: weird direntry in /root/.cpan/build: Module-Build-0.2805 Warning: weird direntry in /root/.cpan/build: CPAN-1.87 Warning: weird direntry in /root/.cpan/build: File-Which-0.05 Warning: weird direntry in /root/.cpan/build: DBIx-SearchBuilder-1.43 Warning: weird direntry in /root/.cpan/build: Test-Simple-0.64 Warning: weird direntry in /root/.cpan/build: capitalization-0.03 Warning: weird direntry in /root/.cpan/build: Apache-Test-1.28 Warning: weird direntry in /root/.cpan/build: Module-Refresh-0.09 Warning: weird direntry in /root/.cpan/build: Test-Expect-0.30 Warning: weird direntry in /root/.cpan/build: Class-Accessor- Chained-0.01 Warning: weird direntry in /root/.cpan/build: Expect-Simple-0.02 Warning: weird direntry in /root/.cpan/build: Expect-1.20 Warning: weird direntry in /root/.cpan/build: IO-Tty-1.07 Warning: weird direntry in /root/.cpan/build: HTTP-Server-Simple- Mason-0.09 Warning: weird direntry in /root/.cpan/build: Hook-LexWrap-0.20 Warning: weird direntry in /root/.cpan/build: Text-WikiFormat-0.78 Warning: weird direntry in /root/.cpan/build: Scalar-List-Utils-1.18 Can't remove file tmp (No such file or directory) at /usr/local/share/ perl/5.8.4/CPAN.pm line 4373 ==> Couldn't mkdir '/root/.cpan/build/tmp': File exists <== ==> Cannot continue: Please find the reason why I cannot make the <== ==> directory <== ==> /root/.cpan/build/tmp <== ==> and fix the problem, then retry. <== Failed to load module CPAN. -------- Error --------- ------------------------ When we tried to start installing RT's perl dependencies, we were unable to load the CPAN client. This module is usually distributed with Perl. This usually indicates that your vendor has shipped an unconfigured or incorrectly configured CPAN client. The error above may (or may not) give you a hint about what went wrong You have several choices about how to install dependencies in this situatation: 1) use a different tool to install dependencies by running setting the following shell environment variable and rerunning this tool: RT_FIX_DEPS_CMD='/usr/bin/perl -MCPAN -e"install %s"' 2) Attempt to configure CPAN by running: `/usr/bin/perl -MCPAN -e shell` program from shell. If this fails, you may have to manually upgrade CPAN (see below) 3) Try to update the CPAN client. Download it from: http://search.cpan.org/dist/CPAN and try again 4) Install each dependency manually by downloading them one by one from http://search.cpan.org make: *** [fixdeps] Error 1 debian:/rt-3.6.1# CPAN is definitely installed; I've been going through http:// wiki.bestpractical.com/index.cgi?DebianStableInstallGuide and I'm nearly all done. I have all dependencies done except for this one. I've spent about 2 hours now trying to work out to fix this one but I can't for the life of me work out what I need to do to fix this. I can see that there's a problem with making the directory but I still can't work it out. Can anyone please point me in the right direction please? :) Regards, Mark From Chris.Wenn at rbg.vic.gov.au Tue Sep 19 20:51:00 2006 From: Chris.Wenn at rbg.vic.gov.au (Chris Wenn) Date: Wed, 20 Sep 2006 10:51:00 +1000 Subject: [rt-users] Can I restrict autoreplies to the local domain? Message-ID: My Perl knowledge is very little indeed! But surely there's a better way than hacking core RT modules? Chris Chris Wenn IT Support Officer Royal Botanic Gardens Royal Botanic Gardens Melbourne PH: (03) 9252 2354 FAX: (03) 9252 2442 EMAIL: Chris.Wenn at rbg.vic.gov.au WEB: http://www.rbg.vic.gov.au >>> Andreas Putzo 19/09/2006 8:16:29 pm >>> Hi, On Sep 19, Chris Wenn wrote: > > Has anyone got a way of restricting RT's autoreply function to a single domain? > > I don't want users outside rbg.vic.gov.au to receive communication from my RT system. > > It's v3.4.4, running on Ubuntu Dapper 6.06, with postfix, apache2 and mysql as the backend. > > Chris If you have a little knowledge of perl you may take a look at lib/RT/Action/SendEmail.pm. Should not be too hard to match $TO against your domain name and either rewrite the address or discard it. This would be a nice feature IMO. Perhaps using postfix's canonical maps may work, too. But i am not sure whether it is possible to rewrite TO only if From matches your RT email address. From Chris.Wenn at rbg.vic.gov.au Tue Sep 19 20:56:31 2006 From: Chris.Wenn at rbg.vic.gov.au (Chris Wenn) Date: Wed, 20 Sep 2006 10:56:31 +1000 Subject: [rt-users] Re: Can I restrict autoreplies to the local domain? Message-ID: Hm Has potential for my situation, but I'm trying to figure out how you actually _identify_ the mail coming from other domains. I suppose what I want is something simple that says "if the mail is from rbg.vic.gov.au, autoreply. if not, don't autoreply but continue processing as normal" but my perl-fu is too weak to figure it out! Chris Chris Wenn IT Support Officer Royal Botanic Gardens Royal Botanic Gardens Melbourne PH: (03) 9252 2354 FAX: (03) 9252 2442 EMAIL: Chris.Wenn at rbg.vic.gov.au WEB: http://www.rbg.vic.gov.au >>> Gary Hall 20/09/2006 2:38:24 am >>> We divert all incoming mail from outside the domain to a separate queue and enable autoreply only on the internal queue. (I.e., we removed the global autoreply scrips and recreated them on the internal queue.) We're a help-desk operation serving internal users who sometimes send requests from external email accounts. Such requests get moved to the internal queue and the Respondor value is corrected to the internal account name for the user. All remaining tickets in the external queue are spam and dealt with accordingly. Gary > "Chris Wenn" wrote > > > Hi > > Has anyone got a way of restricting RT's autoreply function to a single domain? > > I don't want users outside rbg.vic.gov.au to receive communication from my RT system. > > It's v3.4.4, running on Ubuntu Dapper 6.06, with postfix, apache2 and mysql as the backend. > > Chris -- Gary Hall hall at fas.sfu.ca | Voice (604) 291-5925 Faculty of Applied Sciences | Fax (604) 291-5404 Simon Fraser University | Burnaby, B.C. V5A 1S6 | From todd at chaka.net Tue Sep 19 21:43:55 2006 From: todd at chaka.net (Todd Chapman) Date: Tue, 19 Sep 2006 21:43:55 -0400 Subject: [rt-users] BUG RT 3.6.1: Edit ticket basics when Owner has been disabled Message-ID: <20060920014355.GA28447@chaka.net> If you want to edit ticket basics and the ticket owner is a disabled user, saving tickets basics will try to reassign the owner to Nobody. From jokermjs19 at comcast.net Tue Sep 19 22:03:12 2006 From: jokermjs19 at comcast.net (Mathew Snyder) Date: Tue, 19 Sep 2006 22:03:12 -0400 Subject: [rt-users] Test::WWW::Mechanize 1.04...MISSING In-Reply-To: References: Message-ID: <4510A160.9030308@comcast.net> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 MainStreetPackaging.com wrote: > Debian Sarge > > debian:/rt-3.6.1# make fixdeps > /usr/bin/perl ./sbin/rt-test-dependencies --verbose --install --with-mysql > perl: > > > > [snip] > Test::WWW::Mechanize 1.04...MISSING > [snip] > > > > > Install module Test::WWW::Mechanize > CPAN: File::HomeDir loaded ok > CPAN: Storable loaded ok > Going to read /root/.cpan/Metadata > Database was generated on Mon, 18 Sep 2006 23:32:32 GMT > Running install for module Test::WWW::Mechanize > Running make for P/PE/PETDANCE/Test-WWW-Mechanize-1.12.tar.gz > Fetching with LWP: > > ftp://cpan.cs.utah.edu/pub/CPAN/authors/id/P/PE/PETDANCE/Test-WWW-Mechanize-1.12.tar.gz > > CPAN: Digest::SHA loaded ok > CPAN: Module::Signature loaded ok > WARNING: This key is not certified with a trusted signature! > Primary key fingerprint: 2E66 557A B97C 19C7 91AF 8E20 328D A867 450F 89EC > Signature for /root/.cpan/sources/authors/id/P/PE/PETDANCE/CHECKSUMS ok > CPAN: Compress::Zlib loaded ok > Checksum for > /root/.cpan/sources/authors/id/P/PE/PETDANCE/Test-WWW-Mechanize-1.12.tar.gz > ok > Scanning cache /root/.cpan/build for sizes > Warning: weird direntry in /root/.cpan/build: tmp > Warning: weird direntry in /root/.cpan/build: Term-ReadLine-Perl-1.0302 > Warning: weird direntry in /root/.cpan/build: Test-WWW-Mechanize-1.12 > Warning: weird direntry in /root/.cpan/build: Module-Signature-0.55 > Warning: weird direntry in /root/.cpan/build: Archive-Tar-1.30 > Warning: weird direntry in /root/.cpan/build: Archive-Zip-1.16 > Warning: weird direntry in /root/.cpan/build: Net-Telnet-3.03 > Warning: weird direntry in /root/.cpan/build: libnet-1.19 > Warning: weird direntry in /root/.cpan/build: TermReadKey-2.30 > Warning: weird direntry in /root/.cpan/build: Test-LongString-0.09 > Warning: weird direntry in /root/.cpan/build: YAML-0.62 > Warning: weird direntry in /root/.cpan/build: Text-Glob-0.07 > Warning: weird direntry in /root/.cpan/build: Module-Build-0.2805 > Warning: weird direntry in /root/.cpan/build: CPAN-1.87 > Warning: weird direntry in /root/.cpan/build: File-Which-0.05 > Warning: weird direntry in /root/.cpan/build: DBIx-SearchBuilder-1.43 > Warning: weird direntry in /root/.cpan/build: Test-Simple-0.64 > Warning: weird direntry in /root/.cpan/build: capitalization-0.03 > Warning: weird direntry in /root/.cpan/build: Apache-Test-1.28 > Warning: weird direntry in /root/.cpan/build: Module-Refresh-0.09 > Warning: weird direntry in /root/.cpan/build: Test-Expect-0.30 > Warning: weird direntry in /root/.cpan/build: Class-Accessor-Chained-0.01 > Warning: weird direntry in /root/.cpan/build: Expect-Simple-0.02 > Warning: weird direntry in /root/.cpan/build: Expect-1.20 > Warning: weird direntry in /root/.cpan/build: IO-Tty-1.07 > Warning: weird direntry in /root/.cpan/build: HTTP-Server-Simple-Mason-0.09 > Warning: weird direntry in /root/.cpan/build: Hook-LexWrap-0.20 > Warning: weird direntry in /root/.cpan/build: Text-WikiFormat-0.78 > Warning: weird direntry in /root/.cpan/build: Scalar-List-Utils-1.18 > Can't remove file tmp (No such file or directory) at > /usr/local/share/perl/5.8.4/CPAN.pm line 4373 > > ==> Couldn't mkdir '/root/.cpan/build/tmp': File exists <== > > ==> Cannot continue: Please find the reason why I cannot make the <== > ==> directory <== > ==> /root/.cpan/build/tmp <== > ==> and fix the problem, then retry. <== > Failed to load module CPAN. > > -------- Error --------- > > > ------------------------ > > When we tried to start installing RT's perl dependencies, > we were unable to load the CPAN client. This module is usually distributed > with Perl. This usually indicates that your vendor has shipped an > unconfigured > or incorrectly configured CPAN client. > The error above may (or may not) give you a hint about what went wrong > > You have several choices about how to install dependencies in > this situatation: > > 1) use a different tool to install dependencies by running setting the > following shell environment variable and rerunning this tool: > RT_FIX_DEPS_CMD='/usr/bin/perl -MCPAN -e"install %s"' > 2) Attempt to configure CPAN by running: > `/usr/bin/perl -MCPAN -e shell` program from shell. > If this fails, you may have to manually upgrade CPAN (see below) > 3) Try to update the CPAN client. Download it from: > http://search.cpan.org/dist/CPAN and try again > 4) Install each dependency manually by downloading them one by one from > http://search.cpan.org > > make: *** [fixdeps] Error 1 > debian:/rt-3.6.1# > > CPAN is definitely installed; I've been going through > http://wiki.bestpractical.com/index.cgi?DebianStableInstallGuide and I'm > nearly all done. > > I have all dependencies done except for this one. I've spent about 2 > hours now trying to work out to fix this one but I can't for the life of > me work out what I need to do to fix this. I can see that there's a > problem with making the directory but I still can't work it out. > > Can anyone please point me in the right direction please? :) > > Regards, > > Mark > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.Buy > a copy at http://rtbook.bestpractical.com > I had the same issue at one point. Check the umask and make sure it is set to allow the creation and use of directories. Failing that, you'll simply have to download all required modules and manually install them. - -- Mathew Snyder -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.6 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFFEKFgr7cEqtYW7kARAix1AKCSjy9Ero+YxnSPBuGxAsVheTrEpQCcDGjK SxtPHTIGGJPxnBhevMxoITI= =CaTI -----END PGP SIGNATURE----- From tanu at cadence.com Wed Sep 20 01:04:10 2006 From: tanu at cadence.com (Tanu Mehrotra) Date: Wed, 20 Sep 2006 10:34:10 +0530 Subject: [rt-users] IE stops responding and display issue Message-ID: I am hvin RT 3.6.0. I think you need to clear the cache inside .. /var/mason_data/obj then restart ur weserver Rgds Tanu -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Shawn Plummer Sent: Tuesday, September 19, 2006 7:59 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] IE stops responding and display issue That is what I am thinking at the moment. Does anyone have a relatively unpatched version of windows IE 6 they can test against a 3.6.1 install? ~~~~~~~~~~~~~ Shawn Plummer Systems Manager CIT SUNY Geneseo "The mind can make substance, and people planets of its own with beings brighter than have been, and give a breath to forms which can outlive all flesh." -Lord Byron On Sep 18, 2006, at 4:35 PM, Jay R. Ashworth wrote: > On Mon, Sep 18, 2006 at 04:07:35PM -0400, Shawn Plummer wrote: >> I am starting to comment out specific parts of the nav.css file to >> see what is causing the problem but have had little luck thus far. We >> have not done any local customizations of the css files. Any ideas >> about what would be causing this very strange behavior? > > Any chance Microsloth pushed out an IE update that broke something? > That's my go-to idea when things Just Stop Working. > > 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_ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > 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 tanu at cadence.com Wed Sep 20 01:11:30 2006 From: tanu at cadence.com (Tanu Mehrotra) Date: Wed, 20 Sep 2006 10:41:30 +0530 Subject: [rt-users] Queue & Sub-queues Message-ID: Is there a way to create sub queues..a kind of menu drop down eg. Helpdesk ->IT->support -------------- next part -------------- An HTML attachment was scrubbed... URL: From Chris.Wenn at rbg.vic.gov.au Wed Sep 20 03:06:39 2006 From: Chris.Wenn at rbg.vic.gov.au (Chris Wenn) Date: Wed, 20 Sep 2006 17:06:39 +1000 Subject: [rt-users] Re: Can I restrict autoreplies to the local domain? *SOLUTION* Message-ID: OK. I found a solution to this myself! Thanks to everyone who provided possible fixes. It's probably not elegant but it seems to fit ok. The trick was in this post to RTIR http://lists.bestpractical.com/pipermail/rtir/2004-November/000209.html, which I adapted for Ubuntu. I found that copying /usr/share/request-tracker3.4/lib/RT/Action/Autoreply.pm to /usr/local/share/request-tracker3.4/lib/RT/Action/Autoreply.pm and replacing sub SetRecipients { my $self=shift; push(@{$self->{'To'}}, $self->TicketObj->Requestors->MemberEmailAddresses); return(1); } with no warnings qw(redefine); sub SetRecipients { my $self=shift; if(defined($RT::AllowAutoReplyRegexp) && defined($RT::DenyAutoReplyRegexp)) { foreach($self->TicketObj->Requestors->MemberEmailAddresses) { push(@{$self->{'To'}}, $_) if ( ( ! $RT::AllowAutoReplyRegexp || /$RT::AllowAutoReplyRegexp/oi ) && ! ( $RT::DenyAutoReplyRegexp && /$RT::DenyAutoReplyRegexp/oi ) ); } } else { push(@{$self->{'To'}}, $self->TicketObj->Requestors->MemberEmailAddresses); } return(1); } worked. In /etc/request-tracker3.4/RT_SiteConfig.pm add the lines Set($AllowAutoReplyRegexp, '\@([\w.-]+\.)?your\.domain\.com$'); Set($DenyAutoReplyRegexp, '^(Post(ma?(st(e?r)?|n)|of|ficl)|(send)?Mail(er)?|daemon|m(mdf|ajordomo)|n?uucp|LIST(SERV|proc)|NETSERV|o(wner|ps)|r(e(quest|sponse)|oot)|b(ounce|bs\.smtp)|echo|mirror|s(erv(ices?|er)|mtp(error)?|ystem)|A(dmin(istrator)?|MMGR|utoanswer))\@'); near the end. So there you go. Chris Chris Wenn IT Support Officer Royal Botanic Gardens Royal Botanic Gardens Melbourne PH: (03) 9252 2354 FAX: (03) 9252 2442 EMAIL: Chris.Wenn at rbg.vic.gov.au WEB: http://www.rbg.vic.gov.au From tanu at cadence.com Wed Sep 20 10:00:56 2006 From: tanu at cadence.com (Tanu Mehrotra) Date: Wed, 20 Sep 2006 19:30:56 +0530 Subject: [rt-users] How and What Rights should be Granted ?? Message-ID: Hi , Please suggest wht rights should be granted in the following condition: 1> Queue specific rights Particular queue tickets should be visible to only particualr set of privillaged people, only they should hv the rights to view those tickets under that queue and Take those tickets . 2> Mail to the pool (resposible for the issues related to tht queue ) on creation of new ticket As soon as a new ticket is created , a autogenerated mail should go to "Requestor" and to the set of those privillaged users responsible to take the issues under that queue. 3> Managerial rights A particular person should have right to view all the tickets under any queue 4> Re-assigning If the person has filed a ticket under wrong queue (issue is related to actually some other queue and should have gone to different pool) how can it be forwarded to other set. Please treat it urgent issue. Thanks & Regards, Tanu -------------- next part -------------- An HTML attachment was scrubbed... URL: From ytang at uchicago.edu Wed Sep 20 11:42:12 2006 From: ytang at uchicago.edu (Yongrui Tang) Date: Wed, 20 Sep 2006 10:42:12 -0500 Subject: [rt-users] Re: Error "You are almost there!" Message-ID: <45116154.40004@uchicago.edu> Hi, I re-post this messages. Aynone can point out what the problem is ?? Will be due to permission problems? There is no any messages in the log!!! I got error messages for "You are almost there!" and redicted to /rt-broken-install.html page. After checking many postings, I still can't find the error for my configuration. This is rt-3.4.5 with fastcgi on Solaris 10. Anyone can help? Thanks. RT_SiteConfig.pm Set( $rtname, 'uchicago.edu'); Set($WebBaseURL , "http://test.uchicago.edu:8080"); Set($WebPath , ""); Set($LogDir, '/opt/http/docs/internal/rt/var/log'); Set($LogToFileNamed , "/tmp/rt.log"); #log to rt.log httpd.conf ServerName test.uchicago.edu:8080 DocumentRoot "/opt/http/docs/internal/rt/html/" ScriptAlias / /opt/http/docs/internal/rt/bin/mason_handler.fcgi/ Alias /NoAuth/images /opt/http/docs/internal/rt/html/NoAuth/images Options FollowSymLinks ExecCGI AllowOverride None From sames at officescape.com Wed Sep 20 11:47:00 2006 From: sames at officescape.com (Steven E. Ames) Date: Wed, 20 Sep 2006 11:47:00 -0400 Subject: [rt-users] Error in Query builder (Requestor.EmailAddress) Message-ID: Using 3.6.1. When using the query builder to build a query to search for a ticket where RequestorEmailAddress contains XXXX the generated query is "Requestor.EmailAddress LIKE 'XXXX'". When you attempt to use this search an error is given 'Unknown field: Requestor.EmailAddress'. This happens on older 3.4.5 saved queries and when using the 3.6.1 query builder to generate new queries. -steve From krmm at nordkapp.net Wed Sep 20 12:36:48 2006 From: krmm at nordkapp.net (=?ISO-8859-1?Q?Kristian_R=F8nningen?=) Date: Wed, 20 Sep 2006 18:36:48 +0200 Subject: [rt-users] Options for MyReminders Message-ID: Hi, Searched through this list and the docs, but was unable to find anything about it. I guess it's a feature-request. :) On my 'Home' (RT at a glance) I view MyReminders as a box on the right side. I would very much like the various reminders in this box to be sorted by due-date, with the first to "arrive" at the top. A color-change or some other indicator when the due-date has been reached would also be great, to make sure I notice it. Is this something I can configure somewhere? Thanks, Kristian From hall at fas.sfu.ca Wed Sep 20 13:12:21 2006 From: hall at fas.sfu.ca (Gary Hall) Date: Wed, 20 Sep 2006 10:12:21 -0700 Subject: [rt-users] Re: Can I restrict autoreplies to the local domain? In-Reply-To: <20060920051140.2CC014D821D@diesel.bestpractical.com> References: <20060920051140.2CC014D821D@diesel.bestpractical.com> Message-ID: <45117675.3060207@fas.sfu.ca> I neglected to say in my original email that we identify the source of the email using procmail prior to piping incoming email messages to rt-mailgate. E.g, if there's an account "helpdesk" to which users send help requests, in ~helpdesk/.procmailrc: ... # Messages from inside go to internal queue :0 * ^From: .+@(.+\.)*mysite\.ca>?$ { * ^TOhelpdesk_cmt@ |/opt/rt3/bin/rt-prodn-mailgate --queue "Internal" --action comment --url https://helpdesk.sfu.ca/ # By default, messages are assumed to be correspondence to the main queue :0 |/opt/rt3/bin/rt-prodn-mailgate --queue "Internal" --action correspond --url https://helpdesk.sfu.ca/ } # Remaining messages are from outside :0 E { :0 * ^TOhelpdesk_cmt@ |/opt/rt3/bin/rt-prodn-mailgate --queue "External" --action comment --url https://helpdesk.sfu.ca/ :0 |/opt/rt3/bin/rt-prodn-mailgate --queue "External" --action correspond --url https://helpdesk.sfu.ca/ } > ------------------------------------------------------------------------ > > Subject: > [rt-users] Re: Can I restrict autoreplies to the local domain? > From: > "Chris Wenn" \ > > Hm > > Has potential for my situation, but I'm trying to figure out how you actually _identify_ the mail coming from other domains. I suppose what I want is something simple that says "if the mail is from rbg.vic.gov.au, autoreply. if not, don't autoreply but continue processing as normal" but my perl-fu is too weak to figure it out! > > Chris > >>>> Gary Hall 20/09/2006 2:38:24 am >>> > We divert all incoming mail from outside the domain to a separate queue > and enable autoreply only on the internal queue. (I.e., we removed the > global autoreply scrips and recreated them on the internal queue.) > > We're a help-desk operation serving internal users who sometimes send > requests from external email accounts. Such requests get moved to the > internal queue and the Respondor value is corrected to the internal > account name for the user. > > All remaining tickets in the external queue are spam and dealt with > accordingly. > > Gary > -- Gary Hall hall at fas.sfu.ca | Voice (604) 291-5925 Faculty of Applied Sciences | Fax (604) 291-5404 Simon Fraser University | Burnaby, B.C. V5A 1S6 | From ytang at uchicago.edu Wed Sep 20 15:06:11 2006 From: ytang at uchicago.edu (Yongrui Tang) Date: Wed, 20 Sep 2006 14:06:11 -0500 Subject: [rt-users] Re: Error "You are almost there!" In-Reply-To: <60f3c11a0609200854v3df8e941h9d626f160b83c465@mail.gmail.com> References: <45116154.40004@uchicago.edu> <60f3c11a0609200854v3df8e941h9d626f160b83c465@mail.gmail.com> Message-ID: <45119123.1040303@uchicago.edu> Hi Andrew, Thanks for the information. The addhandler was missing in my posting. but actually it was in the configuration. I changed the configuration as follows, but it still can't work. Others mentioned change webpath to "/rt". But it is same result, no matter it is "" or "/rt". I also tried " DirectoryIndex index.html " and it didn't help. Any idea? httpd.conf ServerName test.uchicago.edu:8080 DocumentRoot "/opt/pkgs/rt/3.4.5/html" AddHandler fastcgi-script .fcgi Options FollowSymLinks ExecCGI AllowOverride None Alias /NoAuth/images/ /opt/pkgs/rt/stable/html/NoAuth/images/ ScriptAlias /rt/ /opt/pkgs/rt/stable/bin/mason_handler.fcgi/ RT_SiteConfig.pm Set($WebBaseURL , "http://test.uchicago.edu:8080"); Set($WebPath , ""); Set($WebURL , $WebBaseURL . $WebPath . "/"); Set($LogDir, '/opt/pkgs/rt/3.4.5/var/log'); Set($LogToFileNamed , "/tmp/rt.log"); #log to rt.log Andrew Nicols wrote: > On 9/20/06, *Yongrui Tang* > wrote: > > Hi, > httpd.conf > > ServerName test.uchicago.edu:8080 > DocumentRoot "/opt/http/docs/internal/rt/html/" > ScriptAlias / /opt/http/docs/internal/rt/bin/mason_handler.fcgi/ > Alias /NoAuth/images /opt/http/docs/internal/rt/html/NoAuth/images > > Options FollowSymLinks ExecCGI > AllowOverride None > > > > > > Hi, > > I'm not running fastcgi myself, but I the line: > ScriptAlias / /opt/http/docs/internal/rt/bin/mason_handler.fcgi/ > Looks suspicious - mason_handler.fcgi is a file... not a directory. > Also, I don't see an AddHandler anywhere in there. > > > I'm running Apache 1.3 with mod_perl 1, but using the debian package > which has the following in an example configuration file for fcgi: > ----------------------------- > > AddHandler fastcgi-script fcgi > FastCgiIpcDir /var/run/fastcgi > FastCgiServer /usr/share/request-tracker3.6/libexec/mason_handler.fcgi > > ScriptAlias /rt /usr/share/request-tracker3.6/libexec/mason_handler.fcgi > > > DirectoryIndex index.html > > > ----------------------------- > > Hope that helps, > > Andrew -- Yongrui Tang University of Chicago Data Network Operations ytang at uchicago.edu 1-773-702-5592 From michael.liebman at gmail.com Wed Sep 20 15:23:07 2006 From: michael.liebman at gmail.com (Michael Liebman) Date: Wed, 20 Sep 2006 15:23:07 -0400 Subject: [rt-users] Re: Error "You are almost there!" In-Reply-To: <45116154.40004@uchicago.edu> References: <45116154.40004@uchicago.edu> Message-ID: On 9/20/06, Yongrui Tang wrote: > Hi, > I re-post this messages. Aynone can point out what the problem is ?? > Will be due to permission problems? There is no any messages in the log!!! > I got error messages for "You are almost there!" and redicted to > /rt-broken-install.html page. [snip happens] > httpd.conf > > ServerName test.uchicago.edu:8080 > DocumentRoot "/opt/http/docs/internal/rt/html/" > ScriptAlias / /opt/http/docs/internal/rt/bin/mason_handler.fcgi/ > Alias /NoAuth/images /opt/http/docs/internal/rt/html/NoAuth/images > > Options FollowSymLinks ExecCGI > AllowOverride None > > Where is your FastCGIServer directive? http://wiki.bestpractical.com/index.cgi?FastCGIConfiguration 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 ytang at uchicago.edu Wed Sep 20 15:34:03 2006 From: ytang at uchicago.edu (Yongrui Tang) Date: Wed, 20 Sep 2006 14:34:03 -0500 Subject: [rt-users] Re: Error "You are almost there!" In-Reply-To: References: <45116154.40004@uchicago.edu> Message-ID: <451197AB.9020901@uchicago.edu> Hi Michael, The FastCGIServer is outside of . It is " FastCgiServer /opt/pkgs/rt/3.4.5/bin/mason_handler.fcgi" . Thanks for reply. BTW, /stable/ is just a link of /3.4.5/. I made the change. But still the same error. httpd.conf FastCgiServer /opt/pkgs/rt/3.4.5/bin/mason_handler.fcgi ServerName test.uchicago.edu:8080 DocumentRoot "/opt/pkgs/rt/3.4.5/html" AddHandler fastcgi-script .fcgi Options FollowSymLinks ExecCGI AllowOverride None Alias /NoAuth/images/ /opt/pkgs/rt/3.4.5/html/NoAuth/images/ ScriptAlias /rt/ /opt/pkgs/rt/3.4.5/bin/mason_handler.fcgi/ RT_SiteConfig.pm Set($WebBaseURL , "http://test.uchicago.edu:8080"); Set($WebPath , ""); Set($WebURL , $WebBaseURL . $WebPath . "/"); Set($LogDir, '/opt/pkgs/rt/3.4.5/var/log'); Set($LogToFileNamed , "/tmp/rt.log"); #log to rt.log From john.worsley at xo.com Wed Sep 20 15:47:45 2006 From: john.worsley at xo.com (Worsley, John) Date: Wed, 20 Sep 2006 13:47:45 -0600 Subject: [rt-users] file: URL in Children field causes 'Can't call method "Id"' error in Display page Message-ID: Hi all, My department is evaluating RT, and one of the things we're exploring involves linking to files on our network (supporting documents), so I've been trying to figure out the best way/place to put a file: URL in a ticket. Attaching the files is sub-optimal because the files in question can change, and it gets too messy attaching multiple versions and expecting people to find the right one. The only way I've found to have RT create a link from a URL is to put it in one of the Links fields (Parents, Children, etc.), but that's where my problem pops up. I can use any of the Links fields except Children, but the Children field seems the most appropriate. The problem is, I put a file: URL in the Children field, and when I'm on the ModifyLinks page everything looks fine, but when I switch back to Display, the page draws okay until it gets to the Links section, where it displays a System Error in place of the Links section. This does not occur with any of the other Links fields. I have pasted the error text below. We're using RT 3.4.1 because it was easy to install from Debian, which is what our dev box runs. I realize the Links fields are intended to house RT tickets, not miscellaneous files, so in addition to help with this error, I welcome suggestions for better ways to accomplish making supporting files on our local network available in tickets. Thanks! - - - - - - - - - - - - - - HTTP/1.1 200 OK Date: Wed, 20 Sep 2006 18:07:48 GMT Server: Apache/1.3.33 (Debian GNU/Linux) mod_ssl/2.8.22 OpenSSL/0.9.7e mod_perl/1.29 Pragma: no-cache Cache-control: no-cache Keep-Alive: timeout=15, max=99 Connection: Keep-Alive, Keep-Alive Transfer-Encoding: chunked, chunked Content-Type: text/html; charset=iso-8859-1 System error error: Can't call method "Id" on an undefined value at /usr/share/request-tracker3.4/html/Ticket/Elements/ShowMembers line 50. context: ... 46: % if ($members->Count) { 47:
    48: % while (my $link = $members->Next) { 49: % my $member= $link->BaseObj; 50:
  • <%$member->Id%>: <%$member->Subject%> [<%loc($member->Status)%>]
    51: % if ($depth < 8) { 52: <&/Ticket/Elements/ShowMembers, Ticket => $member, depth => ($depth+1) &> 53: % } 54: % } ... code stack: /usr/share/request-tracker3.4/html/Ticket/Elements/ShowMembers:50 /usr/share/request-tracker3.4/html/Elements/ShowLinks:79 /usr/share/request-tracker3.4/html/Ticket/Elements/ShowSummary:87 /usr/share/request-tracker3.4/html/Ticket/Display.html:57 /usr/share/request-tracker3.4/html/autohandler:215 raw error Can't call method "Id" on an undefined value at /usr/share/request-tracker3.4/html/Ticket/Elements/ShowMembers line 50. Trace begun at /usr/local/share/perl/5.8.4/HTML/Mason/Exceptions.pm line 129 HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "Id" on an undefined value at /usr/share/request-tracker3.4/html/Ticket/Elements/ShowMembers line 50.^J') called at /usr/share/request-tracker3.4/html/Ticket/Elements/ShowMembers line 50 HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0x9b64ce8)') called at /usr/local/share/perl/5.8.4/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9eb3e3c)', 'Ticket', 'RT::Ticket=HASH(0x9b64ce8)') called at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1251 eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef, 'Ticket', 'RT::Ticket=HASH(0x9b64ce8)') called at /usr/share/request-tracker3.4/html/Elements/ShowLinks line 79 HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0x9b64ce8)') called at /usr/local/share/perl/5.8.4/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9eb08b8)', 'Ticket', 'RT::Ticket=HASH(0x9b64ce8)') called at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1251 eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef, 'Ticket', 'RT::Ticket=HASH(0x9b64ce8)') called at /usr/share/request-tracker3.4/html/Ticket/Elements/ShowSummary line 87 HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0x9b64ce8)', 'Attachments', 'RT::Attachments=HASH(0x9da3488)') called at /usr/local/share/perl/5.8.4/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9e375e8)', 'Ticket', 'RT::Ticket=HASH(0x9b64ce8)', 'Attachments', 'RT::Attachments=HASH(0x9da3488)') called at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1251 eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef, 'Ticket', 'RT::Ticket=HASH(0x9b64ce8)', 'Attachments', 'RT::Attachments=HASH(0x9da3488)') called at /usr/share/request-tracker3.4/html/Ticket/Display.html line 57 HTML::Mason::Commands::__ANON__('id', 16, 'id', 16) called at /usr/local/share/perl/5.8.4/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9d44fc0)', 'id', 16, 'id', 16) called at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1251 eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef, 'id', 16, 'id', 16) called at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 914 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x9da68dc)', 'id', 16) called at /usr/share/request-tracker3.4/html/autohandler line 215 HTML::Mason::Commands::__ANON__('id', 16) called at /usr/local/share/perl/5.8.4/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9ad9dc8)', 'id', 16) called at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1246 eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef, undef, 'id', 16) called at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 459 eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 459 eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 411 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9da68dc)') called at /usr/local/share/perl/5.8.4/HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9da68dc)') called at /usr/local/share/perl/5.8.4/HTML/Mason/ApacheHandler.pm line 826 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x862ab50)', 'Apache=SCALAR(0x82049d0)') called at /usr/share/request-tracker3.4/libexec/webmux.pl line 137 eval {...} at /usr/share/request-tracker3.4/libexec/webmux.pl line 137 RT::Mason::handler('Apache=SCALAR(0x82049d0)') called at /dev/null line 0 eval {...} at /dev/null line 0 From tomw at bnl.gov Wed Sep 20 09:07:40 2006 From: tomw at bnl.gov (Tomasz Wlodek) Date: Wed, 20 Sep 2006 09:07:40 -0400 (EDT) Subject: [rt-users] error when reloading RT page In-Reply-To: References: Message-ID: >From time to time, when I reload RT page I get the following error: System error error: RT::Attribute::Name Unimplemented in RT::Attributes. (/usr/lib/rt/RT/Attributes_Overlay.pm line 81) context: ... 492: else { 493: my ( $package, $filename, $line ); 494: ( $package, $filename, $line ) = caller; 495: 496: die "$AUTOLOAD Unimplemented in $package. ($filename line $line) \n"; 497: } 498: 499: } 500: ... code stack: /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm:496 /usr/lib/rt/RT/Attributes_Overlay.pm:81 /usr/lib/rt/RT/Attributes_Overlay.pm:73 /usr/lib/rt/RT/Attributes_Overlay.pm:88 /usr/lib/rt/RT/Attributes_Overlay.pm:119 /var/rt/html/Callbacks/UKCCallbacks/Elements/Tabs/Default:2 /var/rt/html/Elements/Callback:83 /var/rt/html/Elements/Tabs:101 /var/rt/html/index.html:71 /var/rt/html/autohandler:215 raw error Subject: raw_error This error comes and goes, when I reload the page it disappears only to come back later. Any ideas? -- Tomasz Wlodek | tel 631-344-7448 Brookhaven Laboratory, Building 510M | fax 631-344-7616 Upton NY 11973-5000 | From jesse at bestpractical.com Wed Sep 20 15:56:58 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 20 Sep 2006 15:56:58 -0400 Subject: [rt-users] file: URL in Children field causes 'Can't call method "Id"' error in Display page In-Reply-To: References: Message-ID: <20060920195658.GG10042@bestpractical.com> On Wed, Sep 20, 2006 at 01:47:45PM -0600, Worsley, John wrote: > Hi all, > > My department is evaluating RT, and one of the things we're exploring involves linking to files on our network (supporting documents), so I've been trying to figure out the best way/place to put a file: URL in a ticket. Attaching the files is sub-optimal because the files in question can change, and it gets too messy attaching multiple versions and expecting people to find the right one. The only way I've found to have RT create a link from a URL is to put it in one of the Links fields (Parents, Children, etc.), but that's where my problem pops up. > > I can use any of the Links fields except Children, but the Children field seems the most appropriate. The problem is, I put a file: URL in the Children field, and when I'm on the ModifyLinks page everything looks fine, but when I switch back to Display, the page draws okay until it gets to the Links section, where it displays a System Error in place of the Links section. This does not occur with any of the other Links fields. I have pasted the error text below. I'm almost certain that this was fixed for 3.4.5. But I'd probably use "Refers to" rather than children, myself. Best, Jesse From plummer at geneseo.edu Wed Sep 20 15:57:52 2006 From: plummer at geneseo.edu (Shawn Plummer) Date: Wed, 20 Sep 2006 15:57:52 -0400 Subject: [rt-users] IE stops responding and display issue In-Reply-To: References: Message-ID: <8B90418F-107E-431C-8163-069C84422B17@geneseo.edu> On Sep 20, 2006, at 1:04 AM, Tanu Mehrotra wrote: > I am hvin RT 3.6.0. > I think you need to clear the cache inside .. > /var/mason_data/obj > then restart ur weserver > > Rgds > Tanu > In troubleshooting this process I have cleaned the entire mason_data directory and restarted the web server dozens of times. ~~~~~~~~~~~~~ Shawn Plummer Systems Manager CIT SUNY Geneseo "The mind can make substance, and people planets of its own with beings brighter than have been, and give a breath to forms which can outlive all flesh." -Lord Byron From ytang at uchicago.edu Wed Sep 20 16:04:09 2006 From: ytang at uchicago.edu (Yongrui Tang) Date: Wed, 20 Sep 2006 15:04:09 -0500 Subject: [rt-users] Re: Error "You are almost there!" In-Reply-To: <20060920124937.N87816@malcolm.berkeley.edu> References: <45116154.40004@uchicago.edu> <60f3c11a0609200854v3df8e941h9d626f160b83c465@mail.gmail.com> <45119123.1040303@uchicago.edu> <20060920124937.N87816@malcolm.berkeley.edu> Message-ID: <45119EB9.6090302@uchicago.edu> Hi Mike, Thanks for the reply. I tried with .fcgi or fcgi and they have the same result. Any suggestions would be appreciately. Mike Friedman wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > On Wed, 20 Sep 2006 at 14:06 (-0500), Yongrui Tang wrote: > >> httpd.conf >> >> ServerName test.uchicago.edu:8080 >> DocumentRoot "/opt/pkgs/rt/3.4.5/html" >> AddHandler fastcgi-script .fcgi > > > FWIW: my apache config has 'fcgi', not '.fcgi'. I don't know if this > is significant. > > Mike > > _________________________________________________________________________ > Mike Friedman IST/System and Network Security > mikef at 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/AwUBRRGbqq0bf1iNr4mCEQKE+wCfXASrOu2FbcoBdjzq9hpFik7gD2gAn0HB > 5mB/pDH3QAxU8bdkLPltYDAe > =QlZy > -----END PGP SIGNATURE----- From mikef at berkeley.edu Wed Sep 20 15:51:03 2006 From: mikef at berkeley.edu (Mike Friedman) Date: Wed, 20 Sep 2006 12:51:03 -0700 (PDT) Subject: [rt-users] Re: Error "You are almost there!" In-Reply-To: <45119123.1040303@uchicago.edu> References: <45116154.40004@uchicago.edu> <60f3c11a0609200854v3df8e941h9d626f160b83c465@mail.gmail.com> <45119123.1040303@uchicago.edu> Message-ID: <20060920124937.N87816@malcolm.berkeley.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On Wed, 20 Sep 2006 at 14:06 (-0500), Yongrui Tang wrote: > httpd.conf > > ServerName test.uchicago.edu:8080 > DocumentRoot "/opt/pkgs/rt/3.4.5/html" > AddHandler fastcgi-script .fcgi FWIW: my apache config has 'fcgi', not '.fcgi'. I don't know if this is significant. Mike _________________________________________________________________________ Mike Friedman IST/System and Network Security mikef at 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/AwUBRRGbqq0bf1iNr4mCEQKE+wCfXASrOu2FbcoBdjzq9hpFik7gD2gAn0HB 5mB/pDH3QAxU8bdkLPltYDAe =QlZy -----END PGP SIGNATURE----- From JLong at messiah.edu Wed Sep 20 16:54:43 2006 From: JLong at messiah.edu (Jason Long) Date: Wed, 20 Sep 2006 16:54:43 -0400 Subject: [rt-users] Use per-transaction Custom Field to generate "work flow" Message-ID: <451172530200005D000050F5@gwia.messiah.edu> I want to setup a system where users can pick from a list of predefined "work flows" that will generate one or more child tickets listing the tasks that need to be done for that workflow. I approached this by creating a per-transaction custom field called "Generate workflow" and gave it a list of workflow names, such as "New Employee", "Name Change", "Employee Termination". I figured I'd create a user-defined Scrip that would check if that custom field was defined and use the value as the template name for the CreateTickets action. But when I started programming to do this, I discovered that the per-transaction custom field value is not available to Scrips. (Not very intuitive, IMHO.) Now, I found this patch: http://www.gossamer-threads.com/lists/rt/users/54500#54500. Is this patch my best option, or is there a better way to proceed that I haven't considered? Thanks in advance, Jason Long Messiah College From Robert at directnetit.com.au Wed Sep 20 17:22:04 2006 From: Robert at directnetit.com.au (Robert Rowland) Date: Thu, 21 Sep 2006 07:22:04 +1000 Subject: [rt-users] Time Worked report needed Message-ID: Dear RT Users, I am trying to find/create a report from RT that outputs the total time recorded in RT across all queues for each user each day. In other words, I would like to be able to produce a report that looks something like this: User1 20 September 2006 Ticket #1223 0.5 hours Ticket #1245 0.2 hours Daily total 0.7 hours 21 September 2006 Ticket #1246 0.6 hours Daily total 0.6 hours User1 Total 1.1 hours === User2 20 September 2006 ...and so on. The actual order of the grouping doesn't matter a great deal, and in fact the detail lines are also not essential, but I do need to have the daily totals from all the queues for each user. I have taken the code from the RT3StatisticsPackageTimeWorked page on the wiki, I think it might be quite close to what I need but so far I haven't been able to get it to work - the code is quite old and according to the developer it was not written for my version of RT (3.4.5). I have got to the point where the report will run without errors but the report is empty. I am not a Perl guy so I'm facing a big learning curve trying to debug this code. Has anyone created such a report? Or something like it? Any help would be appreciated -either creating a new report or getting RT3StatisticsPackageTimeWorked running. Results would go back to the wiki. Thanks, Rob Rowland DirectnetIT -------------- next part -------------- An HTML attachment was scrubbed... URL: From ryan.hardester at ci.tracy.ca.us Wed Sep 20 18:10:50 2006 From: ryan.hardester at ci.tracy.ca.us (Ryan Hardester) Date: Wed, 20 Sep 2006 15:10:50 -0700 Subject: [rt-users] Due in business hours/Odd schedule Message-ID: I implemented http://wiki.bestpractical.com/index.cgi?DueDateinBusinessHours and it works well. My only issue us that we work 9/80 with every other Friday being off. Is there an easy way to either compensate for this? Or possibly just be "closed" on Fridays and things due Friday get a bonus day. --Ryan Ryan Hardester Information Systems Technician II City Of Tracy From jokermjs19 at comcast.net Thu Sep 21 02:10:40 2006 From: jokermjs19 at comcast.net (Mathew Snyder) Date: Thu, 21 Sep 2006 02:10:40 -0400 Subject: [rt-users] New to scrips, slightly less new to Perl Message-ID: <45122CE0.4050408@comcast.net> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Here's a brief rundown: I have a custom field with three values. I've created the field with the validation set to "(?#Mandatory)". However, when an ticket is received, this field is not set to any default value. In fact, the only time the mandatory validation comes into play is after the value is manually set after receiving the ticket. I would like to create a scrip that will set it to a default value as soon as the ticket is created. I've started by creating a scrip with the following information: Description: Set Animal Condition: On Create Action: User Defined Template: Global template: transaction Stage: Disabled (will be set to TransactionCreate after I figure out what I'm doing) Being new to scrips and just slightly less new to Perl I decided to read the section of RT Essentials that deals with them. However, I'm unable to figure out precisely how to go about what I need to do. As far as I can ascertain, I need a line that says something along the lines of my $SetCustomField = ($self->TicketObj->CustomFieldValue); However, there are several .pm files (modules?) in the rt3/lib/RT that have CustomField in the name. Which of these am I supposed to refer to (I assume as a 'use' statement) and is the above line the proper start to what I want to do? I'm not asking for someone to write a scrip for me as I need to know this anyway. However, I will likely be asking numerous questions until I get it right so I ask that you have patience with me during my learning period. Thanks - -- Mathew Snyder -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.2 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFFEizgr7cEqtYW7kARAsvuAJ91YOhxtpu2zc8OF38I8sidoS87BgCdEiXU lcSiQQccSqtealGyaCqS1lA= =ZA8g -----END PGP SIGNATURE----- From torsten.brumm at googlemail.com Thu Sep 21 02:15:47 2006 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Thu, 21 Sep 2006 08:15:47 +0200 Subject: [rt-users] Error in Query builder (Requestor.EmailAddress) In-Reply-To: References: Message-ID: Hi Steven, have a look into the long conversations some weeks ago. there is a patch from jesse for this bug. Torsten 2006/9/20, Steven E. Ames : > > > Using 3.6.1. When using the query builder to build a query to search for a > ticket where RequestorEmailAddress contains XXXX the generated query is " > Requestor.EmailAddress LIKE 'XXXX'". When you attempt to use this search > an error is given 'Unknown field: Requestor.EmailAddress'. This happens on > older 3.4.5 saved queries and when using the 3.6.1 query builder to > generate new queries. > > -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 > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From ryan.hardester at ci.tracy.ca.us Thu Sep 21 02:50:22 2006 From: ryan.hardester at ci.tracy.ca.us (Ryan Hardester) Date: Wed, 20 Sep 2006 23:50:22 -0700 Subject: [rt-users] Search Custom Field relative to today Message-ID: <4512362E.6060100@ci.tracy.ca.us> I am working on a sort of people tracking queue. Where in the ticket in that queue CF's say that i will be out 2006-08-19 (CF1) to 2006-08-26 (CF2) they are required to input date formatted values. In the search builder I have been able to select the specific queue, and then I see the 2 custom fields in the search options. Is there a variable i can use that will test to see if CF1 is equal to or before today's date and CF2 is still after today. I'd like to be able to use the crontool to run this search then send out an e-mail out in the morning that would say "Ryan will be out today" for the duration of my leave. Or am i going about it all wrong. I got my book tonight, and am coming up with all kinds of ideas. heh --Ryan From tanu at cadence.com Thu Sep 21 05:10:35 2006 From: tanu at cadence.com (Tanu Mehrotra) Date: Thu, 21 Sep 2006 14:40:35 +0530 Subject: [rt-users] Own Queue Message-ID: Hi, Can any body tell me how to own a particular queue (wht permissions are required) ? So that any ticket filed under that queue should be visible only to the owner of that particular queue. Thanks & Regards, Tanu -------------- next part -------------- An HTML attachment was scrubbed... URL: From krmm at nordkapp.net Thu Sep 21 05:49:10 2006 From: krmm at nordkapp.net (=?ISO-8859-1?Q?Kristian_R=F8nningen?=) Date: Thu, 21 Sep 2006 11:49:10 +0200 Subject: [rt-users] Moving RT off of the root URL In-Reply-To: <7.0.1.0.0.20060917110657.01db0d68@easyrider.com> <7.0.1.0.0.20060911121325.01d98158@easyrider.com> References: <7.0.1.0.0.20060917110657.01db0d68@easyrider.com> <7.0.1.0.0.20060911121325.01d98158@easyrider.com> Message-ID: On Mon, 18 Sep 2006 06:07:00 -0700, you wrote: >Apparently, there has been a change since RT 3.4 that makes it more >difficult to move RT from http://host.com/ to something like http://host.com/rt >I presume someone has already solved this problem. I would be >grateful if someone could point me to the detailed information on >what I need to do to make this change. Hi, I'm running 3.6.1 on debian from a subdirectory /rt3/ on my domain, and from what I can tell from my config-files, this is all the path-related settings there is: RT_SiteConfig.pm: Set($WebPath , "/rt3"); Set($WebURL , $WebBaseURL . $WebPath . "/"); httpd.conf: . . . Alias /rt3 /usr/local/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /usr/local/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason Options +ExecCGI . . Make sure you stop and start apache each time you change something, just in case something isn't reloading. - Kristian From remailer at gmail.com Thu Sep 21 08:05:19 2006 From: remailer at gmail.com (John Doe) Date: Thu, 21 Sep 2006 22:05:19 +1000 Subject: [rt-users] TSV generation from "Select a User Page" Message-ID: Hi all, I'd like to use the TSV feature on the "Select a User Page", unfortunely I've run into a problem. The url is quite large as I have many users which I would like to include in this spreadsheet. http://localhost/rtsite/Download/Tabular/User/22,24,26,28,30,32,34,36,38,40,42,44,46,48,50,52,54,56,58,60,62,64,66,68,70,72,74,76,78,80,82,84,86,88,90,92,94,96,98,100,102,104,106,108,110,112,114,116,118,120,122,124,126,128,130,132,134,136,138,140,142,144,146,148,150,152,154,156,158,160,162,164,166,168,170,172,174,176,178,180,182,184,186,188,190,192,194,196,198,200,202,204,206,208,210,212,214,216,218,220,222,224,226,228,230,232,234,236,238,240,242,244,246,248,250,252,254,256,258,260,262,264,266,268,270,272,274,276,278,280,282,284,286,288,290,292,294,296,298,300,302,304,306,308,310,312,314,316,318,320,322,324,326,328,330,332,334,336,338,340,342,344,346,348,350,352,354,356,358,360,362,364,366,368,370,372,374,376,378,380,382,384,386,388,390,392,394,396,398,400,402,404,406,408,410,412,414,416,418,420,422,424,426,428,430,432,434,436,438,440,442,444,446,448,450,452,454,456,458,460,462,464,466,468,470,472,474,476,478,480,482,484,486,488,490,492,494,496,498,500,502,504,506,508,510,512,514,516,518,520,522,524,526,528,530,532,534,536,538,540,542,544,546,548,550,552,554,556,558,560,562,564,566,568,570,572,574,576,578,580,582,584,586,588,590,592,594,596,598,600,602,604,606,608,610,612,614,616,618,620,622,624,626,628,630,632,634,636,638,640,642,644,646,648,650,652,654,656,658,660,662,664,666,668,670,672,674,676,678,680,682,684,686,688,690,692,694,696,698,700,702,704,706,708,710,712,714,716,718,720,722,724,726,728,730,732,734,736,738,740,742,744,746,748,750,752,754,756,758,760,762,764,766,768,770,772,774,776,778,780,782,784,786,788,790,792,794,796,798,800,802,804,806,808,810,812,814,816,818,820,822,824,826,828,830,832,834,836,838,840,842,844,846,848,850,852,854,856,858,860,862,864,866,868,870,872,874,876,878,880,882,884,886,888,890,892,894,896,898,900,902,904,906,908,910,912,914,916,918,920,922,924,926,928,930,932,934,936,938,940,942,944,946,948,950,952,954,956,958,960,962,964,966,968,970,972,974,976,978,980,982,984,986,988,990,992,994,996,998,1000,1002,1004,1006,1008,1010,1012,1014,1016,1018,1020,1022,1024,1026,1028,1030,1032,1034,1036,1038,1040,1042,1044,1046,1048,1050,1052,1054,1056,1058,1060,1062,1064,1066,1068,1070,1072,1074,1076,1078,1080,1082,1084,1086,1088,1090,1092,1094,1096,1098,1100,1102,1104,1106,1108,1110,1112,1114,1116,1118,1120,1122,1124,1126,1128,1130,1132,1134,1136,1138,1140,1142,1144,1146,1148,1150,1152,1154,1156,1158,1160,1162,1164,1166,1168,1170,1172,1174,1176,1178,1180,1182,1184,1186,1188,1190,1192,1194,1196,1198,1200,1202,1204,1206,1208,1210,1212,1214,1216,1218,1220,1222,1224,1226,1228,1230,1232,1234,1236,1238,1240,1242,1244,1246,1248,1250,1252,1254,1256,1258,1260,1262,1264,1266,1268,1270,1272,1274,1276,1278,1280,1282,1284,1286,1288,1290,1292,1294,1296,1298,1300,1302,1304,1306,1308,1310,1312,1314,1316,1318,1320,1322,1324,1326,1328,1330,1332,1334,1336,1338,1340,1342,1344,1346,1348,1350,1352,1354,1356,1358,1360,1362,1364,1366,1368,1370,1372,1374,1376,1378,1380,1382,1384,1386,1388,1390,1392,1394,1396,1398,1400,1402,1404,1406,1408,1410,1412,1414,1416,1418,1420,1422,1424,1426,1428,1430,1432,1434,1436,1438,1440,1442,1444,1446,1448,1450,1452,1454,1456,1458,1460,1462,1464,1466,1468,1470,1472,1474,1476,1478,1480,1482,1484,1486,1488,1490,1492,1494,1496,1498,1500,1502,1504,1506,1508,1510,1512,1514,1516,1518,1520,1522,1524,1526,1528,1530,1532,1534,1536,1538,1540,1542,1544,1546,1548,1550,1552,1554,1556,1558,1560,1562,1564,1566,1568,1570,1572,1574,1576,1578,1580,1582,1584,1586,1588,1590,1592,1594,1596,1598,1600,1602,1604,1606,1608,1610,1612,1614,1616,1618,1620,1622,1624,1626,1628,1630,1632,1634,1636,1638,1640,1642,1644,1646,1648,1650,1652,1654,1656,1658,1660,1662,1664,1666,1668,1670,1672,1674,1676,1678,1680,1682,1684,1686,1688,1690,1692,1694,1696,1698,1700,1702,1704,1706,1708,1710,1712,1714,1716,1718,1720,1722,1724,1726,1728,1730,1732,1734,1736,1738,1740,1742,1744,1746,1748,1750,1752,1754,1756,1758,1760,1762,1764,1766,1768,1770,1772,1774,1776,1778,1780,1782,1784,1786,1788,1790,1792,1794,1796,1798,1800,1802,1804,1806,1808,1810,1812,1814,1816,1818,1820,1822,1824,1826,1828,1830,1832,1834,1836,1838,1840,1842,1844,1846,1848,1850,1852,1854,1856,1858,1860,1862,1864,1866,1868,1870,1872,1874,1876,1878,1880,1882,1884,1886,1888,1890,1892,1894,1896,1898,1900,1902,1904,1906,1908,1910,1912,1914,1916,1918,1920,1922,1924,1926,1928,1930,1932,1934,1936,1938,1940,1942,1944,1946,1948,1950,1952,1954,1956,1958,1960,1962,1964,1966,1968,1970,1972,1974,1976,1978,1980,1982,1984,1986,1988,1990,1992,1994,1996,1998,2000,2002,2004,2006,2008,2010,2012,2014,2016,2018,2020,2022,2024,2026,2028,2030,2032,2034,2036,2038,2040,2042,2044,2046,2048,2050,2052,2054,2056,2058,2060,2062,2064,2066,2068,2070,2072,2074,2076,2078,2080,2082,2084,2086,2088,2090,2092,2094,2096,2098,2100,2102,2104,2106,2108,2110,2112,2114,2116,2118,2120,2122,2124,2126,2128,2130,2132,2134,2136,2138,2140,2142,2144,2146,2148,2150,2152,2154,2156,2158,2160,2162,2164,2166,2168,2170,2172,2174,2176,2178,2180,2182,2184,2186,2188,2190,2192,2194,2196,2198,2200,2202,2204,2206,2208,2210,2212,2214,2216,2218,2220,2222,2224,2226,2228,2230,2232,2234,2236,2238,2240,2242,2244,2246,2248,2250,2252,2254,2256,2258,2260,2262,2264,2266,2268,2270,2272,2274,2276,2278,2280,2282,2284,2286,2288,2290,2292,2294,2296,2298,2300,2302,2304,2306,2308,2310,2312,2314,2316,2318,2320,2322,2324,2326,2328,2330,2332,2334,2336,2338,2340,2342,2344,2346,2348,2350,2352,2354,2356,2358,2360,2362,2364,2366,2368,2370,2372,2374,2376,2378,2380,2382,2384,2386,2388,2390,2392,2394,2396,2398,2400,2402,2404,2406,2408,2410,2412,2414,2416,2418,2420,2422,2424,2426,2428,2430,2432,2434,2436,2438,2440,2442,2444,2446,2448,2450,2452,2454,2456,2458,2460,2462,2464,2466,2468,2470,2472,2474,2476,2478,2480,2482,2484,2486,2488,2490,2492,2494,2496,2498,2500,2502,2504,2506,2508,2510,2512,2514,2516,2518,2520,2522,2524,2526,2528,2530,2532,2534,2536,2538,2540,2542,2544,2546,2548,2550,2552,2554,2556,2558,2560,2562,2564,2566,2568,2570,2572,2574,2576,2578,2580,2582,2584,2586,2588,2590,2592,2594,2596,2598,2600,2602,2604,2606,2608,2610,2612,2614,2616,2618,2620,2622,2624,2626,2628,2630,2632,2634,2636,2638,2640,2642,2644,2646,2648,2650,2652,2654,2656,2658,2660,2662,2664,2666,2668,2670,2672,2674,2676,2678,2680,2682,2684,2686,2688,2690,2692,2694,2696,2698,2700,2702,2704,2706,2708,2710,2712,2714,2716,2718,2720,2722,2724,2726,2728,2730,2732,2734,2736,2738,2740,2742,2744,2746,2748,2750,2752,2754,2756,2758,2760,2762,2764,2766,2768,2770,2772,2774,2776,2778,2780,2782,2784,2786,2788,2790,2792,2794,2796,2798,2800,2802,2804,2806,2808,2810,2812,2814,2816,2818,2820,2822,2824,2826,2828,2830,2832,2834,2836,2838,2840,2842,2844,2846,2848,2850,2852,2854,2856,2858,2860,2862,2864,2866,2868,2870,2872,2874,2876,2878,2880,2882,2884,2886,2888,2890,2892,2894,2896,2898,2900,2902,2904,2906,2908,2910,2912,2914,2916,2918,2920,2922,2924,2926,2928,2930,2932,2934,2936,2938,2940,2942,2944,2946,2948,2950,2952,2954,2956,2958,2960,2962,2964,2966,2968,2970,2972,2974,2976,2978,2980,2982,2984,2986,2988,2990,2992,2994,2996,2998,3000,3002,3004,3006,3008,3010,3012,3014,3016,3018,3020,3022,3024,3026,3028,3030,3032,3034,3036,3038,3040,3042,3044,3046,3048,3050,3052,3054,3056,3058,3060,3062,3064,3066,3068,3070,3072,3074,3076,3078,3080,3082,3084,3086,3088,3090,3092,3094,3096,3098,3100,3102,3104,3106,3108,3110,3112,3114,3116,3118,3120,3122,3124,3126,3128,3130,3132,3134,3136,3138,3140,3142,3144,3146,3148,3150,3152,3154,3156,3158,3160,3162,3164,3166,3168,3170,3172,3174,3176,3178,3180,3182,3184,3186,3188,3190,3192,3194,3196,3198,3200,3202,3204,3206,3208,3210,3212,3214,3216,3218,3220,3222,3224,3226,3228,3230,3232,3234,3236,3238,3240,3242,3244,3246,3248,3250,3252,3254,3256,3258,3260,3262,3264,3266,3268,3270,3272,3274,3276,3278,3280,3282,3284,3286,3288,3290,3292,3294,3296,3298,3300,3302,3304,3306,3308,3310,3312,3314,3316,3318,3320,3322,3324,3326,3328,3330,3332,3334,3336,3338,3340,3342,3344,3346,3348,3350,3352,3354,3356,3358,3360,3362,3364,3366,3368,3370,3372,3374,3376,3378,3380,3382,3384,3386,3388,3390,3392,3394,3396,3398,3400,3402,3404,3406,3408,3410,3412,3414,3416,3418,3420,3422,3424,3426,3428,3430,3432,3434,3436,3438,3440,3442,3444,3446,3448,3450,3452,3454,3456,3458,3460,3462,3464,3466,3468,3470,3472,3474,3476,3478,3480,3482,3484,3486,3488,3490,3492,3494,3496,3498,3500,3502,3504,3506,3508,3510,3512,3514,3516,3518,3520,3522,3524,3526,3528,3530,3532,3534,3536,3538,3540,3542,3544,3546,3548,3550,3552,3554,3556,3558,3560,3562,3564,3566,3568,3570,3572,3574,3576,3578,3580,3582,3584,3586,3588,3590,3592,3594,3596,3598,3600,3602,3604,3606,3608,3610,3612,3614,3616,3618,3620,3622,3624,3626,3628,3630,3632,3634,3636,3638,3640,3642,3644,3646,3648,3650,3652,3654,3656,3658,3660,3662,3664,3666,3668,3670,3672,3674,3676,3678,3680,3682,3684,3686,3688,3690,3692,3694,3696,3698,3700,3702,3704,542185,542187,10,12,1/Users.tsv First I received an error from Apache saying that the request was too long, so I ammended my config with this line LimitRequestLine 16000, this fixed that. However, now I receive Forbidden You don't have permission to access /rtsite/Download/Tabular/User/22,24,26,28,30,32,34,36,38,40,42,44,46,48,50,52,54,56,58,60,62,64,66,68,70,72,74,76,78,80,82,84,86,88,90,92,94,96,98,100,102,104,106,108,110,112,114,116,118,120,122,124,126,128,130,132,134,136,138,140,142,144,146,148,150,152,154,156,158,160,162,164,166,168,170,172,174,176,178,180,182,184,186,188,190,192,194,196,198,200,202,204,206,208,210,212,214,216,218,220,222,224,226,228,230,232,234,236,238,240,242,244,246,248,250,252,254,256,258,260,262,264,266,268,270,272,274,276,278,280,282,284,286,288,290,292,294,296,298,300,302,304,306,308,310,312,314,316,318,320,322,324,326,328,330,332,334,336,338,340,342,344,346,348,350,352,354,356,358,360,362,364,366,368,370,372,374,376,378,380,382,384,386,388,390,392,394,396,398,400,402,404,406,408,410,412,414,416,418,420,422,424,426,428,430,432,434,436,438,440,442,444,446,448,450,452,454,456,458,460,462,464,466,468,470,472,474,476,478,480,482,484,486,488,490,492,494,496,498,500,502,504,506,508,510,512,514,516,518,520,522,524,526,528,530,532,534,536,538,540,542,544,546,548,550,552,554,556,558,560,562,564,566,568,570,572,574,576,578,580,582,584,586,588,590,592,594,596,598,600,602,604,606,608,610,612,614,616,618,620,622,624,626,628,630,632,634,636,638,640,642,644,646,648,650,652,654,656,658,660,662,664,666,668,670,672,674,676,678,680,682,684,686,688,690,692,694,696,698,700,702,704,706,708,710,712,714,716,718,720,722,724,726,728,730,732,734,736,738,740,742,744,746,748,750,752,754,756,758,760,762,764,766,768,770,772,774,776,778,780,782,784,786,788,790,792,794,796,798,800,802,804,806,808,810,812,814,816,818,820,822,824,826,828,830,832,834,836,838,840,842,844,846,848,850,852,854,856,858,860,862,864,866,868,870,872,874,876,878,880,882,884,886,888,890,892,894,896,898,900,902,904,906,908,910,912,914,916,918,920,922,924,926,928,930,932,934,936,938,940,942,944,946,948,950,952,954,956,958,960,962,964,966,968,970,972,974,976,978,980,982,984,986,988,990,992,994,996,998,1000,1002,1004,1006,1008,1010,1012,1014,1016,1018,1020,1022,1024,1026,1028,1030,1032,1034,1036,1038,1040,1042,1044,1046,1048,1050,1052,1054,1056,1058,1060,1062,1064,1066,1068,1070,1072,1074,1076,1078,1080,1082,1084,1086,1088,1090,1092,1094,1096,1098,1100,1102,1104,1106,1108,1110,1112,1114,1116,1118,1120,1122,1124,1126,1128,1130,1132,1134,1136,1138,1140,1142,1144,1146,1148,1150,1152,1154,1156,1158,1160,1162,1164,1166,1168,1170,1172,1174,1176,1178,1180,1182,1184,1186,1188,1190,1192,1194,1196,1198,1200,1202,1204,1206,1208,1210,1212,1214,1216,1218,1220,1222,1224,1226,1228,1230,1232,1234,1236,1238,1240,1242,1244,1246,1248,1250,1252,1254,1256,1258,1260,1262,1264,1266,1268,1270,1272,1274,1276,1278,1280,1282,1284,1286,1288,1290,1292,1294,1296,1298,1300,1302,1304,1306,1308,1310,1312,1314,1316,1318,1320,1322,1324,1326,1328,1330,1332,1334,1336,1338,1340,1342,1344,1346,1348,1350,1352,1354,1356,1358,1360,1362,1364,1366,1368,1370,1372,1374,1376,1378,1380,1382,1384,1386,1388,1390,1392,1394,1396,1398,1400,1402,1404,1406,1408,1410,1412,1414,1416,1418,1420,1422,1424,1426,1428,1430,1432,1434,1436,1438,1440,1442,1444,1446,1448,1450,1452,1454,1456,1458,1460,1462,1464,1466,1468,1470,1472,1474,1476,1478,1480,1482,1484,1486,1488,1490,1492,1494,1496,1498,1500,1502,1504,1506,1508,1510,1512,1514,1516,1518,1520,1522,1524,1526,1528,1530,1532,1534,1536,1538,1540,1542,1544,1546,1548,1550,1552,1554,1556,1558,1560,1562,1564,1566,1568,1570,1572,1574,1576,1578,1580,1582,1584,1586,1588,1590,1592,1594,1596,1598,1600,1602,1604,1606,1608,1610,1612,1614,1616,1618,1620,1622,1624,1626,1628,1630,1632,1634,1636,1638,1640,1642,1644,1646,1648,1650,1652,1654,1656,1658,1660,1662,1664,1666,1668,1670,1672,1674,1676,1678,1680,1682,1684,1686,1688,1690,1692,1694,1696,1698,1700,1702,1704,1706,1708,1710,1712,1714,1716,1718,1720,1722,1724,1726,1728,1730,1732,1734,1736,1738,1740,1742,1744,1746,1748,1750,1752,1754,1756,1758,1760,1762,1764,1766,1768,1770,1772,1774,1776,1778,1780,1782,1784,1786,1788,1790,1792,1794,1796,1798,1800,1802,1804,1806,1808,1810,1812,1814,1816,1818,1820,1822,1824,1826,1828,1830,1832,1834,1836,1838,1840,1842,1844,1846,1848,1850,1852,1854,1856,1858,1860,1862,1864,1866,1868,1870,1872,1874,1876,1878,1880,1882,1884,1886,1888,1890,1892,1894,1896,1898,1900,1902,1904,1906,1908,1910,1912,1914,1916,1918,1920,1922,1924,1926,1928,1930,1932,1934,1936,1938,1940,1942,1944,1946,1948,1950,1952,1954,1956,1958,1960,1962,1964,1966,1968,1970,1972,1974,1976,1978,1980,1982,1984,1986,1988,1990,1992,1994,1996,1998,2000,2002,2004,2006,2008,2010,2012,2014,2016,2018,2020,2022,2024,2026,2028,2030,2032,2034,2036,2038,2040,2042,2044,2046,2048,2050,2052,2054,2056,2058,2060,2062,2064,2066,2068,2070,2072,2074,2076,2078,2080,2082,2084,2086,2088,2090,2092,2094,2096,2098,2100,2102,2104,2106,2108,2110,2112,2114,2116,2118,2120,2122,2124,2126,2128,2130,2132,2134,2136,2138,2140,2142,2144,2146,2148,2150,2152,2154,2156,2158,2160,2162,2164,2166,2168,2170,2172,2174,2176,2178,2180,2182,2184,2186,2188,2190,2192,2194,2196,2198,2200,2202,2204,2206,2208,2210,2212,2214,2216,2218,222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on this server. Apache Server at localhost Port 80 my Apache error.log also shows a 403 I've tried this on rt 3.4.4, rt 3.6.0 on Apache 2.0.55 on Ubuntu GNU/Linux any pointers on how to fix? tia From amy.rich at tufts.edu Thu Sep 21 09:39:39 2006 From: amy.rich at tufts.edu (amy.rich at tufts.edu) Date: Thu, 21 Sep 2006 09:39:39 -0400 Subject: [rt-users] writing a custom ticket submission form..? Message-ID: <17682.38427.470249.959009@conglomerate.usg.tufts.edu> We want to start tracking change request documents in RT. In order to do this, we want to create a custom form that has multiple input textarea boxes to make sure that we collect all of the necessary information. I'd like to massage the data from all of those input boxes and make it the body of an RT ticket. What's the best way to go about this without using the RT mail interface? From todd at chaka.net Thu Sep 21 10:03:59 2006 From: todd at chaka.net (Todd Chapman) Date: Thu, 21 Sep 2006 10:03:59 -0400 Subject: [rt-users] writing a custom ticket submission form..? In-Reply-To: <17682.38427.470249.959009@conglomerate.usg.tufts.edu> References: <17682.38427.470249.959009@conglomerate.usg.tufts.edu> Message-ID: <20060921140359.GD28447@chaka.net> On Thu, Sep 21, 2006 at 09:39:39AM -0400, amy.rich at tufts.edu wrote: > We want to start tracking change request documents in RT. In order to do > this, we want to create a custom form that has multiple input textarea boxes > to make sure that we collect all of the necessary information. I'd like to > massage the data from all of those input boxes and make it the body of an RT > ticket. What's the best way to go about this without using the RT mail > interface? > We use RT for change control at a client. We use custom fields for the change information. -Todd From jlee at pbu.edu Thu Sep 21 10:00:34 2006 From: jlee at pbu.edu (Jay Lee) Date: Thu, 21 Sep 2006 10:00:34 -0400 (EDT) Subject: [rt-users] writing a custom ticket submission form..? In-Reply-To: <17682.38427.470249.959009@conglomerate.usg.tufts.edu> References: <17682.38427.470249.959009@conglomerate.usg.tufts.edu> Message-ID: <50064.10.1.1.93.1158847234.squirrel@www.mail.pbu.edu> On Thu, September 21, 2006 9:39 am, amy.rich at tufts.edu wrote: > We want to start tracking change request documents in RT. In order to do > this, we want to create a custom form that has multiple input textarea > boxes to make sure that we collect all of the necessary information. I'd > like to massage the data from all of those input boxes and make it the > body of an RT ticket. What's the best way to go about this without using > the RT mail interface? Maybe a custom web based form that can takes all of the data needed (could even use Javascript and Server side checking to make sure required data is there). Then "massage" as neccessary and send it to RT via email in order to create the ticket? Jay -- Jay Lee Network / Systems Administrator Information Technology Dept. Philadelphia Biblical University -- From a.nicols at lancs.ac.uk Thu Sep 21 10:06:08 2006 From: a.nicols at lancs.ac.uk (Andrew Nicols) Date: Thu, 21 Sep 2006 15:06:08 +0100 Subject: [rt-users] writing a custom ticket submission form..? In-Reply-To: <17682.38427.470249.959009@conglomerate.usg.tufts.edu> References: <17682.38427.470249.959009@conglomerate.usg.tufts.edu> Message-ID: <60f3c11a0609210706y45ca9b5fo843ef38cf2916dec@mail.gmail.com> On 9/21/06, amy.rich at tufts.edu wrote: > > We want to start tracking change request documents in RT. In order to do > this, we want to create a custom form that has multiple input textarea > boxes > to make sure that we collect all of the necessary information. I'd like > to > massage the data from all of those input boxes and make it the body of an > RT > ticket. What's the best way to go about this without using the RT mail > interface? > Hi, You could use the RT::Client::REST interface if you're using perl on the server handling the form submission (found on CPAN). Alternatively, you could use the Offline upload form and write a handler for it in the language of your choice. I wrote something for php but I haven't found a nice way of getting php to submit a form via either a POST or GET method without re-directing you to the page itself, so I've ended up hacking something together opening the socket directly - not very nice, and doesn't give nice errors. As a third route, you could try and write a REST handler in the language of your choice if one doesn't exist already. -- Regards, Andrew Nicols -------------- next part -------------- An HTML attachment was scrubbed... URL: From sturner at MIT.EDU Thu Sep 21 10:15:41 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 21 Sep 2006 10:15:41 -0400 Subject: [rt-users] writing a custom ticket submission form..? In-Reply-To: <17682.38427.470249.959009@conglomerate.usg.tufts.edu> References: <17682.38427.470249.959009@conglomerate.usg.tufts.edu> Message-ID: <6.2.3.4.2.20060921101311.03d433e0@po14.mit.edu> At Thursday 9/21/2006 09:39 AM, amy.rich at tufts.edu wrote: >We want to start tracking change request documents in RT. In order to do >this, we want to create a custom form that has multiple input textarea boxes >to make sure that we collect all of the necessary information. I'd like to >massage the data from all of those input boxes and make it the body of an RT >ticket. What's the best way to go about this without using the RT mail >interface? Hi Amy, When you say "custom form" do you mean an addition to RT or a web form that's on another web server somewhere? If the latter, I'm wondering why you want to avoid the email interface? Many of our customers have web forms that send mail into RT and the setup works well for them. Steve From amy.rich at tufts.edu Thu Sep 21 10:17:31 2006 From: amy.rich at tufts.edu (amy.rich at tufts.edu) Date: Thu, 21 Sep 2006 10:17:31 -0400 Subject: [rt-users] writing a custom ticket submission form..? In-Reply-To: <6.2.3.4.2.20060921101311.03d433e0@po14.mit.edu> References: <17682.38427.470249.959009@conglomerate.usg.tufts.edu> <6.2.3.4.2.20060921101311.03d433e0@po14.mit.edu> Message-ID: <17682.40699.469818.536027@conglomerate.usg.tufts.edu> sturner> When you say "custom form" do you mean an addition to RT or a web sturner> form that's on another web server somewhere? The web form needs to reside on the RT server. One of the requirements from management is that we don't use the mail interface because of security concerns (ie this queue can't recieve email because RT can't authenticate email tickets). From rfh at pipex.net Thu Sep 21 10:21:44 2006 From: rfh at pipex.net (Roy El-Hames) Date: Thu, 21 Sep 2006 15:21:44 +0100 Subject: [rt-users] writing a custom ticket submission form..? In-Reply-To: <6.2.3.4.2.20060921101311.03d433e0@po14.mit.edu> References: <17682.38427.470249.959009@conglomerate.usg.tufts.edu> <6.2.3.4.2.20060921101311.03d433e0@po14.mit.edu> Message-ID: <45129FF8.6060105@pipex.net> We had similar requirement and the reason the email interface was not preferred is because we wanted interaction, immediate visibility of what in the ticket via the same web form interface .. I opted for a soap service to create/update and display tickets using soap::lite. Roy Stephen Turner wrote: > At Thursday 9/21/2006 09:39 AM, amy.rich at tufts.edu wrote: >> We want to start tracking change request documents in RT. In order >> to do >> this, we want to create a custom form that has multiple input >> textarea boxes >> to make sure that we collect all of the necessary information. I'd >> like to >> massage the data from all of those input boxes and make it the body >> of an RT >> ticket. What's the best way to go about this without using the RT mail >> interface? > > Hi Amy, > > When you say "custom form" do you mean an addition to RT or a web form > that's on another web server somewhere? If the latter, I'm wondering > why you want to avoid the email interface? Many of our customers have > web forms that send mail into RT and the setup works well for them. > > 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 > From todd at chaka.net Thu Sep 21 10:28:27 2006 From: todd at chaka.net (Todd Chapman) Date: Thu, 21 Sep 2006 10:28:27 -0400 Subject: [rt-users] writing a custom ticket submission form..? In-Reply-To: <17682.40699.469818.536027@conglomerate.usg.tufts.edu> References: <17682.38427.470249.959009@conglomerate.usg.tufts.edu> <6.2.3.4.2.20060921101311.03d433e0@po14.mit.edu> <17682.40699.469818.536027@conglomerate.usg.tufts.edu> Message-ID: <20060921142827.GF28447@chaka.net> On Thu, Sep 21, 2006 at 10:17:31AM -0400, amy.rich at tufts.edu wrote: > sturner> When you say "custom form" do you mean an addition to RT or a web > sturner> form that's on another web server somewhere? > > The web form needs to reside on the RT server. One of the requirements from > management is that we don't use the mail interface because of security > concerns (ie this queue can't recieve email because RT can't authenticate email > tickets). RT can authenticate e-mail if it is properly signed and RT is configured correctly. From frankie at easyrider.com Thu Sep 21 10:48:06 2006 From: frankie at easyrider.com (Frank Saxton) Date: Thu, 21 Sep 2006 07:48:06 -0700 Subject: [rt-users] Moving RT off of the root URL In-Reply-To: References: <7.0.1.0.0.20060917110657.01db0d68@easyrider.com> <7.0.1.0.0.20060911121325.01d98158@easyrider.com> Message-ID: <7.0.1.0.0.20060921074216.01ea62c8@Easyrider.com> Hello Kristian Thanks very much for responding. I built RT following the instructions to the letter. It's a fastcgi setup and I don't know that the changes you suggested will work the way RT is configured. I'm happy to go ahead and try if you say it will work though.. below is my current httpd.conf which works perfectly except that RT runs on the root URL and not http://localhost/rt Thanks very much in advance! # RT Stuff Alias /rt/ "/opt/rt3/share/html/" FastCgiIpcDir /tmp FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 4 NameVirtualHost *:80 DocumentRoot /opt/rt3/share/html/ AddDefaultCharset UTF-8 AddHandler fastcgi-script .fcgi Options FollowSymLinks ExecCGI AllowOverride None Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ At 02:49 AM 9/21/2006, Kristian R?nningen wrote: >On Mon, 18 Sep 2006 06:07:00 -0700, you wrote: > > >Apparently, there has been a change since RT 3.4 that makes it more > >difficult to move RT from http://host.com/ to > something like http://host.com/rt > >I presume someone has already solved this problem. I would be > >grateful if someone could point me to the detailed information on > >what I need to do to make this change. > >Hi, > >I'm running 3.6.1 on debian from a subdirectory /rt3/ on my domain, >and from what I can tell from my config-files, this is all the >path-related settings there is: > >RT_SiteConfig.pm: >Set($WebPath , "/rt3"); >Set($WebURL , $WebBaseURL . $WebPath . "/"); > >httpd.conf: > >. >. >. >Alias /rt3 /usr/local/rt3/share/html > > AddDefaultCharset UTF-8 > PerlModule Apache::DBI > PerlRequire /usr/local/rt3/bin/webmux.pl > SetHandler perl-script > PerlHandler RT::Mason > Options +ExecCGI > >. >. > > >Make sure you stop and start apache each time you change something, >just in case something isn't reloading. > >- Kristian >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: 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 twilson at buffalo.k12.mn.us Thu Sep 21 11:46:24 2006 From: twilson at buffalo.k12.mn.us (Tim Wilson) Date: Thu, 21 Sep 2006 10:46:24 -0500 Subject: [rt-users] writing a custom ticket submission form..? In-Reply-To: <45129FF8.6060105@pipex.net> References: <17682.38427.470249.959009@conglomerate.usg.tufts.edu> <6.2.3.4.2.20060921101311.03d433e0@po14.mit.edu> <45129FF8.6060105@pipex.net> Message-ID: <45126D80.F8B4.0061.0@buffalo.k12.mn.us> >>> On Thu, Sep 21, 2006 at 9:21 AM, in message <45129FF8.6060105 at pipex.net>, Roy El-Hames wrote: > We had similar requirement and the reason the email interface was not > preferred is because we wanted interaction, immediate visibility of what > in the ticket via the same web form interface .. I opted for a soap > service to create/update and display tickets using soap::lite. Roy, I'd love to know more about this. What does your system look like from the users' perspective. What kind of immediate feedback do they get? -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 frank.thommen at embl.de Thu Sep 21 11:50:20 2006 From: frank.thommen at embl.de (Frank Thommen) Date: Thu, 21 Sep 2006 17:50:20 +0200 Subject: [rt-users] Test::WWW::Mechanize 1.04...MISSING In-Reply-To: References: Message-ID: <4512B4BC.4020003@embl.de> MainStreetPackaging.com wrote: > [...] > > 1) use a different tool to install dependencies by running setting the > following shell environment variable and rerunning this tool: > RT_FIX_DEPS_CMD='/usr/bin/perl -MCPAN -e"install %s"' > [...] > > Can anyone please point me in the right direction please? :) I had the same problem right away when installing RT 3.6.1 (on CentOS 4). My CPAN client is configured, up-to-date and works fine for everything except for RT's `make fixdeps`. When I switched to the RT_FIX_DEPS_CMD method `make fixdeps` worked fine. frank -- Frank Thommen - EMBL Heidelberg / Structures - IT Managagement & Support From jmain at ssmg.org Thu Sep 21 13:11:59 2006 From: jmain at ssmg.org (Judson Main) Date: Thu, 21 Sep 2006 13:11:59 -0400 Subject: [rt-users] greetings, newbie here and a question Message-ID: <14284.1158858719@ssmg.org> I'm taken over delopment of upgrading/modifying RT in our security shop. I upgraded successfully to 3.6.1 with apache 2.0.58, php 5, mod_perl (adjusted webmux.pl), and so on. Now working on the mods. I've already found the way to include "pending customer" as one of the options on the main page (i.e. new, open, pending customer) as requested by my managers. i've received some other, very unusual requests. The most curious one is to create a new queue (easy), that is populated automatically by tickets upon resolution. This queue will be called something like "peer review". Resolved tickets aren't actually resolved, they are automagically placed in this queue, where a peer must review the ticket first before resolution. Weird, eh? Now, it may be that a queue is not the optimal solution. Maybe a new category, like new, open, review, pending customer. However, I'm thikning that a queue, called Peer Review, can be populated automagically upon resolution via a custom scrip, which dumps all resolved tickets into the queue, and if the peer determines something additional must be done, can choose to reopen the ticket. Am I on the right track here? Thanks folks. Any advice is much appreciated. From ryan.hardester at ci.tracy.ca.us Thu Sep 21 14:25:44 2006 From: ryan.hardester at ci.tracy.ca.us (Ryan Hardester) Date: Thu, 21 Sep 2006 11:25:44 -0700 Subject: [rt-users] Search Custom Field relative to today Message-ID: I got it working, since it was going to be on the command line anyway, I just used the shell to generate today's date. --Ryan -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ryan Hardester Sent: Wednesday, September 20, 2006 11:50 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Search Custom Field relative to today I am working on a sort of people tracking queue. Where in the ticket in that queue CF's say that i will be out 2006-08-19 (CF1) to 2006-08-26 (CF2) they are required to input date formatted values. In the search builder I have been able to select the specific queue, and then I see the 2 custom fields in the search options. Is there a variable i can use that will test to see if CF1 is equal to or before today's date and CF2 is still after today. I'd like to be able to use the crontool to run this search then send out an e-mail out in the morning that would say "Ryan will be out today" for the duration of my leave. Or am i going about it all wrong. I got my book tonight, and am coming up with all kinds of ideas. heh --Ryan _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 moscicki at geneseo.edu Thu Sep 21 14:04:58 2006 From: moscicki at geneseo.edu (Craig Moscicki) Date: Thu, 21 Sep 2006 14:04:58 -0400 Subject: [rt-users] Misspelled Requestors Message-ID: I have a question I am hoping there is a simple answer to a problem we are having right now. We use the LDAP overlay with RT, so users can login with their LDAP credentials, and requestors are validated against LDAP when we enter tickets. However, we are running into a problem when a HelpDesk employee misspells a requestor when entering a ticket. It takes a long time to create the ticket, but it eventually creates it without a requestor, and a small error message stating "Could not find or create that user". That error is usually missed, so when a technician goes to work on the ticket, they have no idea where to go or who to call about the problem. I can check the rt.log file and get the following entry to find out what was typed in the requestor field: [error]: Could not load create a user with the email address 'blah_blah_blah' to add as a watcher for ticket 1234 (/opt/rt36prod/ lib/RT/Ticket_Overlay.pm:1423) That means an administrator can go back and figure out who the requestor was supposed to be, but HelpDesk staff and Technicians cannot. I believe the new LDAP overlay has a feature to create accounts for even non-LDAP users, but we don't want to create accounts for those misspellings. I think an ideal solution for us would be to add that rejected username to the ticket as a comment. However, I cannot find how to retrieve this information in a scrip since it is not created with the ticket. If anyone knows how we could achieve this, or has some other method to capture the misspelled requestor info, please let me know. Thanks! Sincerely, Craig Moscicki SUNY Geneseo moscicki at geneseo.edu From qimmortal at gmail.com Thu Sep 21 14:33:59 2006 From: qimmortal at gmail.com (Q Immortal) Date: Thu, 21 Sep 2006 11:33:59 -0700 Subject: [rt-users] Making CommandByMail strip commands Message-ID: Hello folks, I am new to the list and RT. I have implemented the CommandByMail extension on a 3.6.1 installation and it is working great. However, my company would like to strip processed commands out of the email so they don't make it into the body of the ticket. If the email only contains commands then it should not record the email just the make the meta changes then drop the rest ( as though the change was made through the UI). Before I jump into the guts of takeaction.pm has anyone done something similar before or have any advice? Thanks in advance, Q Fortier -------------- next part -------------- An HTML attachment was scrubbed... URL: From ESchultz at corp.untd.com Thu Sep 21 14:31:03 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Thu, 21 Sep 2006 11:31:03 -0700 Subject: [rt-users] Misspelled Requestors Message-ID: <5613F89D78D2F545A40423EBA5535C3012535CBC@LAXEVS01.lax.corp.int.untd.com> > I have a question I am hoping there is a simple answer to a problem > we are having right now. We use the LDAP overlay with RT, so users > can login with their LDAP credentials, and requestors are validated > against LDAP when we enter tickets. However, we are running into a > problem when a HelpDesk employee misspells a requestor when entering > a ticket. It takes a long time to create the ticket, but it > eventually creates it without a requestor, and a small error message > stating "Could not find or create that user". That error is usually > missed, so when a technician goes to work on the ticket, they > have no > idea where to go or who to call about the problem. I can check the > rt.log file and get the following entry to find out what was > typed in > the requestor field: > > [error]: Could not load create a user with the email address > 'blah_blah_blah' to add as a watcher for ticket 1234 (/opt/rt36prod/ > lib/RT/Ticket_Overlay.pm:1423) > > That means an administrator can go back and figure out who the > requestor was supposed to be, but HelpDesk staff and Technicians > cannot. I believe the new LDAP overlay has a feature to create > accounts for even non-LDAP users, but we don't want to create > accounts for those misspellings. I think an ideal solution for us > would be to add that rejected username to the ticket as a comment. > However, I cannot find how to retrieve this information in a scrip > since it is not created with the ticket. If anyone knows how we > could achieve this, or has some other method to capture the > misspelled requestor info, please let me know. Thanks! Rather than doing this, I would fix the code so that the page is presented again to the user creating the ticket, when they try to enter a requestor that does not exist. That way, they can't create a ticket until they get it right :-) Eric Schultz United Online From cabal at u.washington.edu Thu Sep 21 12:52:01 2006 From: cabal at u.washington.edu (John H. Nyhuis) Date: Thu, 21 Sep 2006 09:52:01 -0700 (PDT) Subject: [rt-users] Q: Writing a transaction template: {$Transaction->Content()} Message-ID: Greetings, I am using RT3.4, and am trying to write a resolve ticket action email template that will include: -all correspondence for the ticket -NOT include comments on the ticket -will include the correspondence entered at the time of the resolve action My template (built from the default) includes the {$Transaction->Content()} line which does seem to list the ticket correspondence in other templates. However, when this template is resolved, it is populated with a message stating "no content for this ticket". Can anyone see what I am doing wrong? The same call used in other templates works perfectly. I have included the content of the template below. Why does the {$Transaction->Content()} come up with no content? Subject: Resolved: {$Ticket->Subject} Greetings, According to our records, your request: {$Ticket->Subject} has been resolved. If you have any further questions or concerns regarding this issue, please send a message to: {$Ticket->QueueObj->CorrespondAddress()} Thank You, Pediatrics Computing ------------------------------------------------------------------------- {$Transaction->Content()} Thanks in advance for your ideas, John H. Nyhuis Sr. Computer Specialist Dept. of Pediatrics HS RR338, Box 356320 University of Washington Desk: (206)-685-3884 cabal at u.washington.edu From ruslan.zakirov at gmail.com Thu Sep 21 16:08:42 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 22 Sep 2006 00:08:42 +0400 Subject: [rt-users] Making CommandByMail strip commands In-Reply-To: References: Message-ID: <589c94400609211308s36855679t8d55dc8518120036@mail.gmail.com> On 9/21/06, Q Immortal wrote: > Hello folks, > > I am new to the list and RT. I have implemented the CommandByMail > extension on a 3.6.1 installation and it is working great. However, my > company would like to strip processed commands out of the email so they > don't make it into the body of the ticket. If the email only contains > commands then it should not record the email just the make the meta changes > then drop the rest ( as though the change was made through the UI). Before I > jump into the guts of takeaction.pm has anyone done something similar before > or have any advice? We didn't work in that direction and have no plans yet. I like the idea. If you could prepare patch to make this optional(config option, for example CommanByMailStrip or something like that) then it could be integrated into extension. > > Thanks in advance, > > Q Fortier > -- Best regards, Ruslan. From jprouty at cctus.com Thu Sep 21 18:11:43 2006 From: jprouty at cctus.com (Jason Prouty) Date: Thu, 21 Sep 2006 16:11:43 -0600 Subject: [rt-users] RT Database upgrade and JPG's Message-ID: <2CC69F840555CB43B04195F218CCB57F4CE291@COENGEX01.cctus.com> I have upgraded from RT 3.2.2 to 3.6.1 I moved to a new server The old server was on mysql 3.2.3 the new server is on 4.1 All my datalooks good except my attachments that are JPG's are corrupt Am I missing something? -------------- next part -------------- An HTML attachment was scrubbed... URL: From jokermjs19 at comcast.net Thu Sep 21 19:24:00 2006 From: jokermjs19 at comcast.net (Mathew) Date: Thu, 21 Sep 2006 19:24:00 -0400 Subject: [rt-users] Test::WWW::Mechanize 1.04...MISSING In-Reply-To: <4512B4BC.4020003@embl.de> References: <4512B4BC.4020003@embl.de> Message-ID: <45131F10.1090301@comcast.net> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Frank Thommen wrote: > MainStreetPackaging.com wrote: >> [...] >> >> 1) use a different tool to install dependencies by running setting the >> following shell environment variable and rerunning this tool: >> RT_FIX_DEPS_CMD='/usr/bin/perl -MCPAN -e"install %s"' >> [...] >> >> Can anyone please point me in the right direction please? :) > > I had the same problem right away when installing RT 3.6.1 (on CentOS > 4). My CPAN client is configured, up-to-date and works fine for > everything except for RT's `make fixdeps`. When I switched to the > RT_FIX_DEPS_CMD method `make fixdeps` worked fine. > > frank > Where would one plug that method in? Mathew Snyder -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.5 (MingW32) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFFEx8Qr7cEqtYW7kARAhtoAKCa6x/Lr+b9ptiCtgl9KeM5nkwCEQCeJXg8 13hmQ1DOqg95VOnchkJ7KO4= =1ncI -----END PGP SIGNATURE----- From taan at cryologic.com Thu Sep 21 21:20:51 2006 From: taan at cryologic.com (taan) Date: Fri, 22 Sep 2006 11:20:51 +1000 Subject: [rt-users] Multiple Value custom fields in templates Message-ID: <45133A73.4020602@cryologic.com> I have a "Create-Ticket" template, and in the template I would like to assign values to a custom field of type "Multiple Values". The problem is only the first value is assigned. Is there any way to do this. Here is where I assign values in the template: CustomField-Serial Numbers: { my $values = $Tickets{'TOP'}->CustomFieldValues('Serial Numbers'); my $OUTPUT; while ( my $value = $values->Next ) { $OUTPUT .= $value->Content; $OUTPUT .= "\n"; } $OUTPUT; } thanks Taan From taan at cryologic.com Thu Sep 21 21:50:05 2006 From: taan at cryologic.com (taan) Date: Fri, 22 Sep 2006 11:50:05 +1000 Subject: [rt-users] Re: Multiple Value custom fields in templates In-Reply-To: <45133A73.4020602@cryologic.com> References: <45133A73.4020602@cryologic.com> Message-ID: <4513414D.10700@cryologic.com> I found that I can have multiple lines in the template to add multiple values to a custom field. eg: CustomField-Serial Numbers: 1234 CustomField-Serial Numbers: 5678 however, how do I iterate through an unknown number of CustomField values, ie how do I include the CustomField template variable inside the perl code? > I have a "Create-Ticket" template, and in the template I would like to > assign values to a custom field of type "Multiple Values". The problem > is only the first value is assigned. Is there any way to do this. > > Here is where I assign values in the template: > > CustomField-Serial Numbers: { my $values = > $Tickets{'TOP'}->CustomFieldValues('Serial Numbers'); > my $OUTPUT; > while ( my $value = $values->Next ) { > $OUTPUT .= $value->Content; > $OUTPUT .= "\n"; > } > $OUTPUT; > } > > thanks > Taan > From taan at cryologic.com Fri Sep 22 00:09:01 2006 From: taan at cryologic.com (taan) Date: Fri, 22 Sep 2006 14:09:01 +1000 Subject: [rt-users] Re: Multiple Value custom fields in templates In-Reply-To: <4513414D.10700@cryologic.com> References: <45133A73.4020602@cryologic.com> <4513414D.10700@cryologic.com> Message-ID: <451361DD.2040504@cryologic.com> Solved with following code: CustomField-Serial Numbers: { my $values = $Tickets{'TOP'}->CustomFieldValues('Serial Numbers'); my @SNUM; while ( my $value = $values->Next ) { push (@SNUM, $value->Content); } join ("\nCustomField-Serial Numbers: ", at SNUM); } taan wrote: > I found that I can have multiple lines in the template to add multiple > values to a custom field. eg: > > CustomField-Serial Numbers: 1234 > CustomField-Serial Numbers: 5678 > > > however, how do I iterate through an unknown number of CustomField > values, ie how do I include the CustomField template variable inside the > perl code? > > > >> I have a "Create-Ticket" template, and in the template I would like to >> assign values to a custom field of type "Multiple Values". The problem >> is only the first value is assigned. Is there any way to do this. >> >> Here is where I assign values in the template: >> >> CustomField-Serial Numbers: { my $values = >> $Tickets{'TOP'}->CustomFieldValues('Serial Numbers'); >> my $OUTPUT; >> while ( my $value = $values->Next ) { >> $OUTPUT .= $value->Content; >> $OUTPUT .= "\n"; >> } >> $OUTPUT; >> } >> >> thanks >> Taan >> > > From mikef at berkeley.edu Fri Sep 22 00:21:15 2006 From: mikef at berkeley.edu (Mike Friedman) Date: Thu, 21 Sep 2006 21:21:15 -0700 (PDT) Subject: [rt-users] Q: Writing a transaction template: {$Transaction->Content()} In-Reply-To: References: Message-ID: <20060921211512.I48451@malcolm.berkeley.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On Thu, 21 Sep 2006 at 09:52 (-0700), John H. Nyhuis wrote: > I am using RT3.4, and am trying to write a resolve ticket action > email template that will include: > > -all correspondence for the ticket > -NOT include comments on the ticket > -will include the correspondence entered at the time of the resolve action > > My template (built from the default) includes the > {$Transaction->Content()} line which does seem to list the ticket > correspondence in other templates. However, when this template is > resolved, it is populated with a message stating "no content for this > ticket". > > Can anyone see what I am doing wrong? The same call used in other > templates works perfectly. I have included the content of the template > below. Why does the {$Transaction->Content()} come up with no content? John, A 'resolve' transaction itself usually has no 'transaction content'. Whereas, if this were, say, 'On Correspondence', then the content would be the actual correspondence that triggered the scrip. If you really want to include, say, the contents of the last correspondence before the ticket was resolved, then I believe you'll have to loop through the ticket's attachments to find it. At least that's what I wound up doing. Mike _________________________________________________________________________ Mike Friedman IST/System and Network Security mikef at 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/AwUBRRNkv60bf1iNr4mCEQKrXQCcDFFNAczqatOhnbm+oIlT5AHVY4YAnR1n re1EQ3CuwWwIdw8cI4XLofx8 =OD4o -----END PGP SIGNATURE----- From mikef at berkeley.edu Fri Sep 22 00:30:45 2006 From: mikef at berkeley.edu (Mike Friedman) Date: Thu, 21 Sep 2006 21:30:45 -0700 (PDT) Subject: [rt-users] Q: Writing a transaction template: {$Transaction->Content()} In-Reply-To: <20060921211512.I48451@malcolm.berkeley.edu> References: <20060921211512.I48451@malcolm.berkeley.edu> Message-ID: <20060921212511.T48451@malcolm.berkeley.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On Thu, 21 Sep 2006 at 21:21 (-0700), I said: > If you really want to include, say, the contents of the last > correspondence before the ticket was resolved, then I believe you'll > have to loop through the ticket's attachments to find it. At least > that's what I wound up doing. Slight correction: Actually, what I do is include the initial correspondence that created the ticket, since this is what the Requestor (who is receiving the resolution email) would recognize. So, the relevant extract from my template, where I pick up that initial correspondence, looks like this: { $Transactions = $Ticket->Transactions; $Transaction = $Transactions->First; $Transaction->Content(); } Of course, you may want to do something else. Mike _________________________________________________________________________ Mike Friedman IST/System and Network Security mikef at berkeley.edu 2484 Shattuck Avenue 1-510-642-1410 University of California at Berkeley http://socrates.berkeley.edu/~mikef http://security.berkeley.edu _________________________________________________________________________ -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQA/AwUBRRNm+K0bf1iNr4mCEQJEMQCfVwWhttqI4jMPLBKq4b1I4eBiu3IAoKJL vQaE2Jh10f7q0KGJgOoPKXc3 =gOj4 -----END PGP SIGNATURE----- From frankie at easyrider.com Fri Sep 22 00:11:45 2006 From: frankie at easyrider.com (Frank Saxton) Date: Thu, 21 Sep 2006 21:11:45 -0700 Subject: [rt-users] Moving RT off of the root URL In-Reply-To: References: <7.0.1.0.0.20060917110657.01db0d68@easyrider.com> <7.0.1.0.0.20060911121325.01d98158@easyrider.com> Message-ID: <7.0.1.0.0.20060921210814.01ea62c8@Easyrider.com> At 02:49 AM 9/21/2006, Kristian R?nningen wrote: >On Mon, 18 Sep 2006 06:07:00 -0700, you wrote: > > >Apparently, there has been a change since RT 3.4 that makes it more > >difficult to move RT from http://host.com/ to > something like http://host.com/rt > >I presume someone has already solved this problem. I would be > >grateful if someone could point me to the detailed information on > >what I need to do to make this change. > >Hi, > >I'm running 3.6.1 on debian from a subdirectory /rt3/ on my domain, >and from what I can tell from my config-files, this is all the >path-related settings there is: > >RT_SiteConfig.pm: >Set($WebPath , "/rt3"); >Set($WebURL , $WebBaseURL . $WebPath . "/"); > >httpd.conf: > >. >. >. >Alias /rt3 /usr/local/rt3/share/html > > AddDefaultCharset UTF-8 > PerlModule Apache::DBI > PerlRequire /usr/local/rt3/bin/webmux.pl > SetHandler perl-script > PerlHandler RT::Mason > Options +ExecCGI > >. >. > > >Make sure you stop and start apache each time you change something, >just in case something isn't reloading. > >- Kristian >_______________________________________________ I do appreciate your willingness to help but as I suspected, the changes you suggested do not work in my fastcgi configuration. This is what I have and it works fine except that it runs out of http://localhost instead of http://localhost/rt as I'd prefer. I'm sure this is just one or two very small changes to get it to work,, Alias /rt/ "/opt/rt3/share/html/" FastCgiIpcDir /tmp FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 4 NameVirtualHost *:80 ServerAdmin Frankie at Easyrider.com ServerName patrol.vigilancemonitoring.com DocumentRoot /opt/rt3/share/html/ AddDefaultCharset UTF-8 AddHandler fastcgi-script .fcgi Options FollowSymLinks ExecCGI AllowOverride None Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ From hwagener at hamburg.fcb.com Fri Sep 22 03:21:23 2006 From: hwagener at hamburg.fcb.com (Wagener, Harald) Date: Fri, 22 Sep 2006 09:21:23 +0200 Subject: [rt-users] greetings, newbie here and a question In-Reply-To: <14284.1158858719@ssmg.org> Message-ID: Am 21.09.2006 19:11 Uhr schrieb "Judson Main" : > However, I'm thikning that a queue, called Peer Review, can be populated > automagically upon resolution via a custom scrip, which dumps all resolved > tickets into the queue, and if the peer determines something additional > must be done, can choose to reopen the ticket. > > Am I on the right track here? > > Thanks folks. Any advice is much appreciated. You want to look into approvals. See the wiki and list archives for details. Regards, Harald From frank.thommen at embl.de Fri Sep 22 04:43:11 2006 From: frank.thommen at embl.de (Frank Thommen) Date: Fri, 22 Sep 2006 10:43:11 +0200 Subject: [rt-users] Test::WWW::Mechanize 1.04...MISSING In-Reply-To: <45131F10.1090301@comcast.net> References: <4512B4BC.4020003@embl.de> <45131F10.1090301@comcast.net> Message-ID: <4513A21F.2080709@embl.de> Mathew wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > Frank Thommen wrote: >> MainStreetPackaging.com wrote: >>> [...] >>> >>> 1) use a different tool to install dependencies by running setting the >>> following shell environment variable and rerunning this tool: >>> RT_FIX_DEPS_CMD='/usr/bin/perl -MCPAN -e"install %s"' >>> [...] >>> >>> Can anyone please point me in the right direction please? :) >> [...] When I switched to the >> RT_FIX_DEPS_CMD method `make fixdeps` worked fine. >> >> frank >> > > Where would one plug that method in? I meant, that I used the method described above: 1) use a different tool to install dependencies by running setting the following shell environment variable and rerunning this tool: RT_FIX_DEPS_CMD='/usr/bin/perl -MCPAN -e"install %s"' frank -- Frank Thommen - EMBL Heidelberg / Structures - IT Managagement & Support From rfh at pipex.net Fri Sep 22 06:08:59 2006 From: rfh at pipex.net (Roy El-Hames) Date: Fri, 22 Sep 2006 11:08:59 +0100 Subject: [rt-users] IssueStatement Message-ID: <4513B63B.7090806@pipex.net> Hi there; rt-3.4.4 In the Tickets table there is the field "IssueStatement", what and when is this field used for?? Thanks; Roy From jesse at bestpractical.com Fri Sep 22 06:27:35 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 22 Sep 2006 06:27:35 -0400 Subject: [rt-users] IssueStatement In-Reply-To: <4513B63B.7090806@pipex.net> References: <4513B63B.7090806@pipex.net> Message-ID: <20060922102733.GX10042@bestpractical.com> On Fri, Sep 22, 2006 at 11:08:59AM +0100, Roy El-Hames wrote: > Hi there; > > rt-3.4.4 > In the Tickets table there is the field "IssueStatement", what and when > is this field used for?? It's been there since RT 2.0 and never used. > 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 > -- From barnesaw at ucrwcu.rwc.uc.edu Fri Sep 22 09:28:31 2006 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 22 Sep 2006 09:28:31 -0400 Subject: [rt-users] Moving RT off of the root URL In-Reply-To: <7.0.1.0.0.20060921210814.01ea62c8@Easyrider.com> References: <7.0.1.0.0.20060917110657.01db0d68@easyrider.com> <7.0.1.0.0.20060911121325.01d98158@easyrider.com> <7.0.1.0.0.20060921210814.01ea62c8@Easyrider.com> Message-ID: <4513E4FF.9080007@ucrwcu.rwc.uc.edu> ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ Shouldn't that maybe be ScriptAlias /rt [blah blah blah]? Frank Saxton wrote: > At 02:49 AM 9/21/2006, Kristian R?nningen wrote: >> On Mon, 18 Sep 2006 06:07:00 -0700, you wrote: >> >> >Apparently, there has been a change since RT 3.4 that makes it more >> >difficult to move RT from http://host.com/ to something like >> http://host.com/rt >> >I presume someone has already solved this problem. I would be >> >grateful if someone could point me to the detailed information on >> >what I need to do to make this change. >> >> Hi, >> >> I'm running 3.6.1 on debian from a subdirectory /rt3/ on my domain, >> and from what I can tell from my config-files, this is all the >> path-related settings there is: >> >> RT_SiteConfig.pm: >> Set($WebPath , "/rt3"); >> Set($WebURL , $WebBaseURL . $WebPath . "/"); >> >> httpd.conf: >> >> . >> . >> . >> Alias /rt3 /usr/local/rt3/share/html >> >> AddDefaultCharset UTF-8 >> PerlModule Apache::DBI >> PerlRequire /usr/local/rt3/bin/webmux.pl >> SetHandler perl-script >> PerlHandler RT::Mason >> Options +ExecCGI >> >> . >> . >> >> >> Make sure you stop and start apache each time you change something, >> just in case something isn't reloading. >> >> - Kristian >> _______________________________________________ > > I do appreciate your willingness to help but as I suspected, the > changes you suggested do not work in my fastcgi configuration. This > is what I have and it works fine except that it runs out of > http://localhost instead of http://localhost/rt as I'd prefer. I'm > sure this is just one or two very small changes to get it to work,, > > Alias /rt/ "/opt/rt3/share/html/" > FastCgiIpcDir /tmp > FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 > -processes 4 > > NameVirtualHost *:80 > > ServerAdmin Frankie at Easyrider.com > ServerName patrol.vigilancemonitoring.com > DocumentRoot /opt/rt3/share/html/ > AddDefaultCharset UTF-8 > AddHandler fastcgi-script .fcgi > > > Options FollowSymLinks ExecCGI > AllowOverride None > > Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images > ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From KFCrocker at lbl.gov Fri Sep 22 13:09:53 2006 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 22 Sep 2006 10:09:53 -0700 Subject: [rt-users] Q: Writing a transaction template: {$Transaction->Content()} In-Reply-To: <20060921211512.I48451@malcolm.berkeley.edu> References: <20060921211512.I48451@malcolm.berkeley.edu> Message-ID: <451418E1.1080800@lbl.gov> Mike, We merely modified the "Resolve" template to include our CF "Description" (a more concise description of the problem) and the resolution comment (made by the owner at time of resolution) in the body of the resolve e_mail. Works great for us. Kenn LBNL Mike Friedman wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > On Thu, 21 Sep 2006 at 09:52 (-0700), John H. Nyhuis wrote: > >> I am using RT3.4, and am trying to write a resolve ticket action >> email template that will include: >> >> -all correspondence for the ticket >> -NOT include comments on the ticket >> -will include the correspondence entered at the time of the resolve >> action >> >> My template (built from the default) includes the >> {$Transaction->Content()} line which does seem to list the ticket >> correspondence in other templates. However, when this template is >> resolved, it is populated with a message stating "no content for this >> ticket". >> >> Can anyone see what I am doing wrong? The same call used in other >> templates works perfectly. I have included the content of the >> template below. Why does the {$Transaction->Content()} come up with >> no content? > > John, > > A 'resolve' transaction itself usually has no 'transaction content'. > Whereas, if this were, say, 'On Correspondence', then the content would > be the actual correspondence that triggered the scrip. > > If you really want to include, say, the contents of the last > correspondence before the ticket was resolved, then I believe you'll > have to loop through the ticket's attachments to find it. At least > that's what I wound up doing. > > Mike > > _________________________________________________________________________ > Mike Friedman IST/System and Network Security > mikef at 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/AwUBRRNkv60bf1iNr4mCEQKrXQCcDFFNAczqatOhnbm+oIlT5AHVY4YAnR1n > re1EQ3CuwWwIdw8cI4XLofx8 > =OD4o > -----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 rfh at pipex.net Fri Sep 22 13:14:24 2006 From: rfh at pipex.net (Roy El-Hames) Date: Fri, 22 Sep 2006 18:14:24 +0100 Subject: [rt-users] Q: Writing a transaction template: {$Transaction->Content()} In-Reply-To: References: Message-ID: <451419F0.8020805@pipex.net> John; What you need is to check the wiki .. http://wiki.bestpractical.com/index.cgi?AddTicketHistoryToMail it worked for me, you can modify to how you need it. Roy John H. Nyhuis wrote: > Greetings, > > I am using RT3.4, and am trying to write a resolve ticket action > email template that will include: > > -all correspondence for the ticket > -NOT include comments on the ticket > -will include the correspondence entered at the time of the resolve > action > > My template (built from the default) includes the > {$Transaction->Content()} line which does seem to list the ticket > correspondence in other templates. However, when this template is > resolved, it is populated with a message stating "no content for this > ticket". > > Can anyone see what I am doing wrong? The same call used in other > templates works perfectly. I have included the content of the > template below. Why does the {$Transaction->Content()} come up with > no content? > > > > Subject: Resolved: {$Ticket->Subject} > > Greetings, > > According to our records, your request: > {$Ticket->Subject} > has been resolved. If you have any further questions or concerns > regarding this issue, please send a message to: > > {$Ticket->QueueObj->CorrespondAddress()} > > Thank You, > Pediatrics Computing > > ------------------------------------------------------------------------- > {$Transaction->Content()} > > > > > > > Thanks in advance for your ideas, > > John H. Nyhuis > Sr. Computer Specialist > Dept. of Pediatrics > HS RR338, Box 356320 > University of Washington > Desk: (206)-685-3884 > cabal at u.washington.edu > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From KFCrocker at lbl.gov Fri Sep 22 13:20:28 2006 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 22 Sep 2006 10:20:28 -0700 Subject: [rt-users] greetings, newbie here and a question In-Reply-To: References: Message-ID: <45141B5C.1020205@lbl.gov> Harald, I may be wrong, but I think that the RT "Approval" method changes the ticket number. To us, it seems more prudent to keep ticket numbers constant throughout it's journey to being "Resolved". So, we created an "Approval" Queue, which is administrated by a group that reviews requests before they can be taken and reviews test results before th ticket can be resolved. We created a couple new status's ("pending rv", "rq approvd", "qa approvd", "rejected") and use these statuses in combination with some CF's and scrips to initiate correspondence to allow tickets to be reviewed, taken, assigned, worked on, tested, and finally resolved. The scrips check various CF's and the status field before it will allow certain status changes to complete. That way we have a complete audit trail of the movement of a certain ticket number throughout it's movement from new to resolved. It's not as cumbersome as the RT method either. Kenn LBNL Wagener, Harald wrote: > Am 21.09.2006 19:11 Uhr schrieb "Judson Main" : > >> However, I'm thikning that a queue, called Peer Review, can be populated >> automagically upon resolution via a custom scrip, which dumps all resolved >> tickets into the queue, and if the peer determines something additional >> must be done, can choose to reopen the ticket. >> >> Am I on the right track here? >> >> Thanks folks. Any advice is much appreciated. > > You want to look into approvals. See the wiki and list archives for details. > > Regards, > Harald > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Sep 22 13:28:44 2006 From: rfh at pipex.net (Roy El-Hames) Date: Fri, 22 Sep 2006 18:28:44 +0100 Subject: [rt-users] QuickCreate Message-ID: <45141D4C.7090901@pipex.net> Hi; RT-3.6.1 I would like to expand Quickcreate section to include requestor and text area for problem description (I noticed in QuickCreate someone did start on this but it commented out) .. Its easy enough to process the requestor in index.html, however I am not sure what to do about the text, do I need to create a mime object first or can I pass the text to the $ticket->Create function ?? if the later then whats the argument for it Many thanks; Roy From twilson at buffalo.k12.mn.us Fri Sep 22 13:38:06 2006 From: twilson at buffalo.k12.mn.us (Tim Wilson) Date: Fri, 22 Sep 2006 12:38:06 -0500 Subject: [rt-users] LDAP Auth to Novell eDirectory (working... kinda) Message-ID: <4513D92D.F8B4.0061.0@buffalo.k12.mn.us> Hi all, Anyone using LDAP Auth for RT with Novell eDirectory? I've been working through the LDAP documentation at the wiki (http://wiki.bestpractical.com/index.cgi?LDAP) and I've got things mostly working with RT 3.6.1 and Novell eDirectory 8.7.x. I can log in to RT and everything seems to work fine except that every time I log in, eDirectory decrements my grace login total. Once I'm down to zero I can't log in to RT until I go into eDirectory (via ConsoleOne in my case) and give myself some more grace logins. When I look at the eDirectory log I find a socket error (-5871) every time RT sends a search request. RT does a number of LDAP searches for every log in attempt. The odd thing is that I don't get an actual NDS error until RT tries to use the LDAP filter settings that are included in RT_SiteConfig. For example: filter: "(cn=twilson)" isn't a problem. Neither is filter: "(mail=twilson at mycompany.com)". After those two searches RT tries one that looks like this: filter: "(&(cn=twilson)(objectclass=person))" That one produces an "NDS error: bad password (-222)". Presumably that's when the grace login count gets decremented. The next time I try to log in it fails and the eDirectory log shows "NDS error: password expired (-223)". I've disabled the grace login feature for now, but that's not an effective long-term solution. I'd love to hear some suggestions. -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 sturner at MIT.EDU Fri Sep 22 13:42:32 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 22 Sep 2006 13:42:32 -0400 Subject: [rt-users] QuickCreate In-Reply-To: <45141D4C.7090901@pipex.net> References: <45141D4C.7090901@pipex.net> Message-ID: <6.2.3.4.2.20060922134156.03ce65f0@po14.mit.edu> At Friday 9/22/2006 01:28 PM, Roy El-Hames wrote: >Hi; >RT-3.6.1 >I would like to expand Quickcreate section to include requestor and >text area for problem description (I noticed in QuickCreate someone >did start on this but it commented out) .. >Its easy enough to process the requestor in index.html, however I am >not sure what to do about the text, do I need to create a mime >object first or can I pass the text to the $ticket->Create function >?? if the later then whats the argument for it >Many thanks; >Roy Hello Roy, You'll need to create a mime object and pass it in. Steve From jmain at ssmg.org Fri Sep 22 16:15:35 2006 From: jmain at ssmg.org (Judson Main) Date: Fri, 22 Sep 2006 16:15:35 -0400 Subject: [rt-users] greetings, newbie here and a question Message-ID: <9585.1158956135@ssmg.org> Thanks. I've spent some time reading the Approvals link over and over, and it's clearly not what I want. I need something on resolve only - or something different from resolve, but unfortunately, I can find no way to adjust new, open, update, resolve choices within RT without major hacks. Not a pretty thing. I may, of course, be wrong about this, but our choice here is to have the analyst work the ticket to the point of completion, and then, and only then, have another analyst check their work. Right now, the optional plan is to send an e-mail on resolved tickets either for the day, or for the week, which the recipients can then review. This may be the simplest and easiest to implement. Feel free to kick this newbie in the butt if he ain't reading the Approvals section right - even if this newbie isn't a newbie, but a multi-decade veteran! ;-) Jud. On Fri Sep 22 3:21 , "Wagener, Harald" sent: >Am 21.09.2006 19:11 Uhr schrieb "Judson Main" jmain at ssmg.org>: > >> However, I'm thikning that a queue, called Peer Review, can be populated >> automagically upon resolution via a custom scrip, which dumps all resolved >> tickets into the queue, and if the peer determines something additional >> must be done, can choose to reopen the ticket. >> >> Am I on the right track here? >> >> Thanks folks. Any advice is much appreciated. > >You want to look into approvals. See the wiki and list archives for details. > >Regards, > Harald From jlong at messiah.edu Fri Sep 22 16:54:30 2006 From: jlong at messiah.edu (Jason Long) Date: Fri, 22 Sep 2006 16:54:30 -0400 Subject: [rt-users] LDAP Auth to Novell eDirectory (working... kinda) In-Reply-To: <4513D92D.F8B4.0061.0@buffalo.k12.mn.us> References: <4513D92D.F8B4.0061.0@buffalo.k12.mn.us> Message-ID: <45144D86.7070803@messiah.edu> Tim Wilson wrote: > Hi all, > > Anyone using LDAP Auth for RT with Novell eDirectory? Yep. > I've been working through the LDAP documentation at the wiki > (http://wiki.bestpractical.com/index.cgi?LDAP) and I've got things > mostly working with RT 3.6.1 and Novell eDirectory 8.7.x. I can log in > to RT and everything seems to work fine except that every time I log in, > eDirectory decrements my grace login total. Once I'm down to zero I > can't log in to RT until I go into eDirectory (via ConsoleOne in my > case) and give myself some more grace logins. > > When I look at the eDirectory log I find a socket error (-5871) every > time RT sends a search request. RT does a number of LDAP searches for > every log in attempt. The odd thing is that I don't get an actual NDS > error until RT tries to use the LDAP filter settings that are included > in RT_SiteConfig. For example: > > filter: "(cn=twilson)" isn't a problem. Neither is filter: > "(mail=twilson at mycompany.com)". After those two searches RT tries > one that looks like this: > > filter: "(&(cn=twilson)(objectclass=person))" > > That one produces an "NDS error: bad password (-222)". Presumably > that's when the grace login count gets decremented. The next time I try > to log in it fails and the eDirectory log shows "NDS error: password > expired (-223)". > > I've disabled the grace login feature for now, but that's not an > effective long-term solution. > > I'd love to hear some suggestions. > > -Tim Unfortunately, I'm not really familiar with NDS grace logins (we don't use them), so I don't know if I can help much. I would think this is only a problem if the user's password has already expired? You may need to post your LDAP-related settings from RT_SiteConfig. Jason From jlong at messiah.edu Fri Sep 22 17:01:12 2006 From: jlong at messiah.edu (Jason Long) Date: Fri, 22 Sep 2006 17:01:12 -0400 Subject: [rt-users] Background image/watermark on development server In-Reply-To: <450D3EA7.4020207@comcast.net> References: <450D3EA7.4020207@comcast.net> Message-ID: <45144F18.5030405@messiah.edu> Mathew Snyder wrote: > I've built a development server for the purpose of doing testing before > making changes to our production environment. Naturally, it has a URL > that differentiates it from our production server > (rt-devel.ourcompany.com vs. rt.ourcompany.com). However, in order to > further differentiate it so that there is absolutely no confusion, I > would like to place an image in the background that states something > along the lines of "RT Development Server" I've tried adding the > following to both body.css and main.css but it won't show up: > > body {background-image: > url(/usr/local/rt-3.6.1/share/html/devel-watermark.png);} > > So my question is where I need to place the above code in order for it > to show up on every page and whether or not it is correct. > Try something like this instead: body {background-image: url(/devel-watermark.png);} (CSS files are processed by the client, so you gotta specify the path as the client sees it.) Jason From jmain at ssmg.org Fri Sep 22 17:17:28 2006 From: jmain at ssmg.org (Judson Main) Date: Fri, 22 Sep 2006 17:17:28 -0400 Subject: [rt-users] greetings, newbie here and a question Message-ID: <22628.1158959848@ssmg.org> Interesting. I've been under the impression that it's very difficult to change the status'. Changing them in the actual perl is not something I'm fond of, but did, successfully, but that was a replacement, not an addition. Would you be so kind as to point me towards a scrip or other type of plugin that I could use for this? I believe it would help for my problem. Thanks much, Jud. On Fri Sep 22 13:20 , Kenneth Crocker sent: >Harald, > > > I may be wrong, but I think that the RT "Approval" method changes the >ticket number. To us, it seems more prudent to keep ticket numbers >constant throughout it's journey to being "Resolved". So, we created an >"Approval" Queue, which is administrated by a group that reviews >requests before they can be taken and reviews test results before th >ticket can be resolved. We created a couple new status's ("pending rv", >"rq approvd", "qa approvd", "rejected") and use these statuses in >combination with some CF's and scrips to initiate correspondence to >allow tickets to be reviewed, taken, assigned, worked on, tested, and >finally resolved. The scrips check various CF's and the status field >before it will allow certain status changes to complete. That way we >have a complete audit trail of the movement of a certain ticket number >throughout it's movement from new to resolved. It's not as cumbersome as >the RT method either. > > >Kenn >LBNL > >Wagener, Harald wrote: >> Am 21.09.2006 19:11 Uhr schrieb "Judson Main" jmain at ssmg.org>: >> >>> However, I'm thikning that a queue, called Peer Review, can be populated >>> automagically upon resolution via a custom scrip, which dumps all resolved >>> tickets into the queue, and if the peer determines something additional >>> must be done, can choose to reopen the ticket. >>> >>> Am I on the right track here? >>> >>> Thanks folks. Any advice is much appreciated. >> >> You want to look into approvals. See the wiki and list archives for details. >> >> Regards, >> Harald >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 hall at fas.sfu.ca Fri Sep 22 20:23:16 2006 From: hall at fas.sfu.ca (Gary Hall) Date: Fri, 22 Sep 2006 17:23:16 -0700 Subject: [rt-users] CCs not cc'ed on new ticket creation Message-ID: <45147E74.5060705@fas.sfu.ca> I'm using RT 3.6.1. When creating new tickets via the "Create ticket in" button on the home page (i.e., the https://.../Ticket/Create.html form the ticket is created by the addresses in the CC line are not cc'ed with a copy of the update. The only outgoing message is the AutoResponse. The addresses appear in a CC header in the new ticket history, tho'. Anyone else experience this? know what may be causing it? Gary -- Gary Hall hall at fas.sfu.ca | Voice (604) 291-5925 Faculty of Applied Sciences | Fax (604) 291-5404 Simon Fraser University | Burnaby, B.C. V5A 1S6 | From frankie at easyrider.com Fri Sep 22 20:53:35 2006 From: frankie at easyrider.com (Frank Saxton) Date: Fri, 22 Sep 2006 17:53:35 -0700 Subject: [rt-users] Moving RT off of the root URL In-Reply-To: <4513E4FF.9080007@ucrwcu.rwc.uc.edu> References: <7.0.1.0.0.20060917110657.01db0d68@easyrider.com> <7.0.1.0.0.20060911121325.01d98158@easyrider.com> <7.0.1.0.0.20060921210814.01ea62c8@Easyrider.com> <4513E4FF.9080007@ucrwcu.rwc.uc.edu> Message-ID: <7.0.1.0.0.20060922174512.01c9ccc8@Easyrider.com> Well, it's the "blah, blah, blah" that I need help with. I'm not the brightest guy in the world but if it was a simple one line change I wouldn't be wasting everyone's time. I spent a couple of days trying all types of different combinations and got it close to working but there were always problems. Since I assume that very few people here are running RT off of the root URL, I figured it would be faster to just ask the experts here. That was 3 weeks ago.... My current httpd config is at the bottom and my RT_SiteConfig.pm is plain vanilla, per the install instructions. I've done this with earlier versions of 3.4 and older RT with no problems, making a couple of simple alias changes. Apparently something changed in the way Best Practical built 3.5 or 3.6 Having a great deal of difficulty getting anyone to help me with this. At 06:28 AM 9/22/2006, Drew Barnes wrote: > ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ > >Shouldn't that maybe be ScriptAlias /rt [blah blah blah]? >>> >>> >Apparently, there has been a change since RT 3.4 that makes it more >>> >difficult to move RT from http://host.com/ to something like >>> http://host.com/rt >>> >I presume someone has already solved this problem. I would be >>> >grateful if someone could point me to the detailed information on >>> >what I need to do to make this change. >>> >>>RT_SiteConfig.pm: >>>Set($WebPath , "/rt3"); >>>Set($WebURL , $WebBaseURL . $WebPath . "/"); >> >>I do appreciate your willingness to help but as I suspected, the >>changes you suggested do not work in my fastcgi >>configuration. This is what I have and it works fine except that >>it runs out of http://localhost instead of http://localhost/rt as >>I'd prefer. I'm sure this is just one or two very small changes to >>get it to work,, >> >>Alias /rt/ "/opt/rt3/share/html/" >>FastCgiIpcDir /tmp >>FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 4 >> >>NameVirtualHost *:80 >> >> ServerAdmin Frankie at Easyrider.com >> ServerName patrol.vigilancemonitoring.com >> DocumentRoot /opt/rt3/share/html/ >> AddDefaultCharset UTF-8 >> AddHandler fastcgi-script .fcgi >> >> >> Options FollowSymLinks ExecCGI >> AllowOverride None >> >> Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images >> ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ >> >>_______________________________________________ From bijayant4u at yahoo.com Sat Sep 23 00:25:33 2006 From: bijayant4u at yahoo.com (bijayant kumar) Date: Sat, 23 Sep 2006 05:25:33 +0100 (BST) Subject: [rt-users] Newbie here, not able to login Message-ID: <20060923042533.53520.qmail@web32714.mail.mud.yahoo.com> Hi, I have installed Rt on my gentoo-linux box witj the help of wiki written for the gentoo plateform. All goes well, and i found no difficulty doing this. But now when i am trying to login in to the main page it gives me an error that your login name or password is incorrect. I have used PERL and MYSQL as a database. And i am giving login name as root and password as password. I have searched archive, but didnt find any answer for my question. I have posted my question already. Please please help me regarding this, i will be very thankful to you all. And one more thing in my apache2 error log i find this error [Sat Sep 23 04:30:58 2006] [error]: FAILED LOGIN for root from 127.0.0.1 (/var/www/localhost/htdocs/rt/autohandler:238) Bijayant Kumar Send instant messages to your online friends http://uk.messenger.yahoo.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From a.nicols at lancs.ac.uk Sat Sep 23 07:17:12 2006 From: a.nicols at lancs.ac.uk (Andrew Nicols) Date: Sat, 23 Sep 2006 12:17:12 +0100 Subject: [rt-users] Newbie here, not able to login In-Reply-To: <20060923042533.53520.qmail@web32714.mail.mud.yahoo.com> References: <20060923042533.53520.qmail@web32714.mail.mud.yahoo.com> Message-ID: <60f3c11a0609230417x314a7962mc292d81961641dd2@mail.gmail.com> On 9/23/06, bijayant kumar wrote: > > Hi, > I have installed Rt on my gentoo-linux box witj the help of wiki > written for the gentoo plateform. All goes well, and i found no difficulty > doing this. But now when i am trying to login in to the main page it gives > me an error that your login name or password is incorrect. I have used PERL > and MYSQL as a database. And i am giving login name as root and password as > password. I have searched archive, but didnt find any answer for my > question. I have posted my question already. Please please help me regarding > this, i will be very thankful to you all. > And one more thing in my apache2 error log i find this error > > [Sat Sep 23 04:30:58 2006] [error]: FAILED LOGIN for root from 127.0.0.1(/var/www/localhost/htdocs/rt/autohandler:238) > Hi there, Have you correctly initialized the database? Log into your mysql database and check that the tables are there. If they are, run a query to check that your root user is there. This query should list all users: select name, password from users; If there are no users listed, then you haven't properly initiated the database and it's probably best to just drop and re-initialise the database to see if that fixes it. I hope that gives you a starting point, -- Regards, Andrew Nicols -------------- next part -------------- An HTML attachment was scrubbed... URL: From a.nicols at lancaster.ac.uk Sat Sep 23 07:58:57 2006 From: a.nicols at lancaster.ac.uk (Andrew Nicols) Date: Sat, 23 Sep 2006 12:58:57 +0100 Subject: [rt-users] Newbie here, not able to login In-Reply-To: <20060923114552.5121.qmail@web32709.mail.mud.yahoo.com> References: <60f3c11a0609230417x314a7962mc292d81961641dd2@mail.gmail.com> <20060923114552.5121.qmail@web32709.mail.mud.yahoo.com> Message-ID: <60f3c11a0609230458y817697bq49681553f0722e3d@mail.gmail.com> On 9/23/06, bijayant kumar wrote: > > Hi, > Thanks for replying me. Yes, you are right, i didnot initialize the > database. But when i populate the database manually, and then login it gives > me the same error. After checking, i found a file named initialdata. but > when i tried to use this it gives me an error, or i donot know how should i > use this file to populate the database. If you dont mind can you tell me how > to do this. I am using gentoo-linux. I am really screwed up. Thanks in > advance. Hi again Bijayant, If you installed RT using the gentoo package, read the instructions under "Database Setup" at http://wiki.bestpractical.com/index.cgi?GentooInstallGuide Otherwise, assuming you compiled from source, cd to the directory you comiled from and run: % make initialize database You should be able to find some suitably close advice on the wiki at http://wiki.bestpractical.com/index.cgi?InstallationGuides -- Regards, Andrew Nicols -------------- next part -------------- An HTML attachment was scrubbed... URL: From a.nicols at lancaster.ac.uk Sat Sep 23 12:45:34 2006 From: a.nicols at lancaster.ac.uk (Andrew Nicols) Date: Sat, 23 Sep 2006 17:45:34 +0100 Subject: [rt-users] Newbie here, not able to login In-Reply-To: <20060923123225.91148.qmail@web32703.mail.mud.yahoo.com> References: <60f3c11a0609230458y817697bq49681553f0722e3d@mail.gmail.com> <20060923123225.91148.qmail@web32703.mail.mud.yahoo.com> Message-ID: <60f3c11a0609230945l14309f2dvbb09f6677f737d38@mail.gmail.com> I beg to differ. The following is taken straight from the page I linked for you. It basicallysays to setup mysql, restart the server, then run the rt-setup-database tool with the paramaters provided. Please read it again! Andrew --- RT provides a script called *rt-setup-database* which creates the initial database for you. Please note that *rt-setup-database* does NOT create a database *user* for you. If you have not already created a database user for RT, please consult the appropriate documentation, such as ConfigureMysqlOnGentoo. - For MySQL: Note: If you did not previously have mysql installed, you will need to ConfigureMysqlOnGentoo. Verify that the skip-innodb is commented out in /etc/mysql/my.cnf. If it is not, then put an octothorpe in front of it: . . [mysqld] #skip-innodb user = mysql . . and restart the mysql server: /etc/init.d/mysql restart Then set up the database: /var/www/myrt/rt-3.6.0/sbin/rt-setup-database --action init --dba root --prompt-for-dba-password On 9/23/06, bijayant kumar wrote: > > Hi, > Thanks for your support. But, i am really sorry to say that there is > nothing given about the database setup in gentoo guide. When i have > installed RT than it says that database setup will be done automatically, > but it didnt happened. Now i will try to install RT from the source. > Meanwhile if you want to give me any other idea regarding this, than i will > be very thankful to you for thr same > > *Andrew Nicols * wrote: > > On 9/23/06, bijayant kumar wrote: > > > > Hi, > > Thanks for replying me. Yes, you are right, i didnot initialize the > > database. But when i populate the database manually, and then login it gives > > me the same error. After checking, i found a file named initialdata. but > > when i tried to use this it gives me an error, or i donot know how should i > > use this file to populate the database. If you dont mind can you tell me how > > to do this. I am using gentoo-linux. I am really screwed up. Thanks in > > advance. > > > Hi again Bijayant, > > If you installed RT using the gentoo package, read the instructions under > "Database Setup" at > http://wiki.bestpractical.com/index.cgi?GentooInstallGuide > > Otherwise, assuming you compiled from source, cd to the directory you > comiled from and run: > % make initialize database > > You should be able to find some suitably close advice on the wiki at > http://wiki.bestpractical.com/index.cgi?InstallationGuides > > -- > Regards, > > Andrew Nicols > > > > > Bijayant Kumar > > Send instant messages to your online friends http://uk.messenger.yahoo.com > -- Regards, Andrew Nicols -------------- next part -------------- An HTML attachment was scrubbed... URL: From bijayant4u at yahoo.com Sun Sep 24 00:50:46 2006 From: bijayant4u at yahoo.com (bijayant kumar) Date: Sun, 24 Sep 2006 05:50:46 +0100 (BST) Subject: [rt-users] asking for password at each page Message-ID: <20060924045046.97211.qmail@web32703.mail.mud.yahoo.com> Hi, I have installed RT on my machine. But, i am facing a problem. Whenever i go to another page every times it asks for me to enter the password. And after giving the username and password it redirects to me the desired page. Please help me regarding this. 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 jokermjs19 at comcast.net Sun Sep 24 01:47:51 2006 From: jokermjs19 at comcast.net (Mathew) Date: Sun, 24 Sep 2006 01:47:51 -0400 Subject: [rt-users] CCs not cc'ed on new ticket creation In-Reply-To: <45147E74.5060705@fas.sfu.ca> References: <45147E74.5060705@fas.sfu.ca> Message-ID: <45161C07.9080707@comcast.net> Gary Hall wrote: > I'm using RT 3.6.1. > > When creating new tickets via the "Create ticket in" button on > the home page (i.e., the https://.../Ticket/Create.html form > the ticket is created by the addresses in the CC line are > not cc'ed with a copy of the update. > > The only outgoing message is the AutoResponse. > > The addresses appear in a CC header in the new ticket history, tho'. > > Anyone else experience this? know what may be causing it? > > Gary > In etc/RT_Siteconfig.pm there is a setting called ParseNewMessagesForCC or something like that. It might be set to 'undef' or '0'. Change it to '1'. -- Mathew Snyder From hall at fas.sfu.ca Sun Sep 24 13:25:28 2006 From: hall at fas.sfu.ca (Gary Hall) Date: Sun, 24 Sep 2006 10:25:28 -0700 Subject: [rt-users] CCs not cc'ed on new ticket creation In-Reply-To: <45161C07.9080707@comcast.net> References: <45147E74.5060705@fas.sfu.ca> <45161C07.9080707@comcast.net> Message-ID: <4516BF88.1000509@fas.sfu.ca> Thanks for the tip, Mathew. I've got the variable set. The addresses are added as CCs on the ticket . Copies of Replys are sent to the addresses. The problem is that the addresses are not sent copies of the information entered into the "Create a new ticket" form when the ticket is created. This might be the intended design. You create a ticket and specify who will receive copies of future updates to it but these people do not receive copies of the original ticket at the time of creation for some obscure reason. However, the comment on the form under the field says "(Sends a carbon-copy of this update to a comma-delimited list of email addresses. These people will receive future updates.)", so apparently the intention is that the CCs are cc'ed with the original ticket at creation time. I'm just trying to find out if others have the same issue and if someone has a fix. Gary Mathew wrote: > Gary Hall wrote: > >> I'm using RT 3.6.1. >> >> When creating new tickets via the "Create ticket in" button on >> the home page (i.e., the https://.../Ticket/Create.html form >> the ticket is created by the addresses in the CC line are >> not cc'ed with a copy of the update. >> >> The only outgoing message is the AutoResponse. >> >> The addresses appear in a CC header in the new ticket history, tho'. >> >> Anyone else experience this? know what may be causing it? >> >> Gary >> >> > > In etc/RT_Siteconfig.pm there is a setting called ParseNewMessagesForCC > or something like that. It might be set to 'undef' or '0'. Change it > to '1'. > > -- Gary Hall hall at fas.sfu.ca Network Support Group 604-291-5925 Faculty of Applied Sciences 604-291-5404 (fax) Simon Fraser University Burnaby, BC V5A 1S6 From tanu at cadence.com Mon Sep 25 00:52:30 2006 From: tanu at cadence.com (Tanu Mehrotra) Date: Mon, 25 Sep 2006 10:22:30 +0530 Subject: [rt-users] CCs not cc'ed on new ticket creation Message-ID: I am facing some what similar issue, can you pls help me on this Whenever I create a new ticket a autogenerated mail should go to requestor as well as to the queue members responsible to resolve the issue. Currently mail goes to Requestor but not to the the queue members Do I need to make any custom settings from web interface or something in RT_SiteConfig.pm file. Thanks, Tanu -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gary Hall Sent: Sunday, September 24, 2006 10:55 PM To: Mathew Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] CCs not cc'ed on new ticket creation Thanks for the tip, Mathew. I've got the variable set. The addresses are added as CCs on the ticket . Copies of Replys are sent to the addresses. The problem is that the addresses are not sent copies of the information entered into the "Create a new ticket" form when the ticket is created. This might be the intended design. You create a ticket and specify who will receive copies of future updates to it but these people do not receive copies of the original ticket at the time of creation for some obscure reason. However, the comment on the form under the field says "(Sends a carbon-copy of this update to a comma-delimited list of email addresses. These people will receive future updates.)", so apparently the intention is that the CCs are cc'ed with the original ticket at creation time. I'm just trying to find out if others have the same issue and if someone has a fix. Gary Mathew wrote: > Gary Hall wrote: > >> I'm using RT 3.6.1. >> >> When creating new tickets via the "Create ticket in" button on the >> home page (i.e., the https://.../Ticket/Create.html form the ticket >> is created by the addresses in the CC line are not cc'ed with a copy >> of the update. >> >> The only outgoing message is the AutoResponse. >> >> The addresses appear in a CC header in the new ticket history, tho'. >> >> Anyone else experience this? know what may be causing it? >> >> Gary >> >> > > In etc/RT_Siteconfig.pm there is a setting called > ParseNewMessagesForCC or something like that. It might be set to > 'undef' or '0'. Change it to '1'. > > -- Gary Hall hall at fas.sfu.ca Network Support Group 604-291-5925 Faculty of Applied Sciences 604-291-5404 (fax) Simon Fraser University Burnaby, BC V5A 1S6 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 bijayant4u at yahoo.com Mon Sep 25 03:06:34 2006 From: bijayant4u at yahoo.com (bijayant kumar) Date: Mon, 25 Sep 2006 08:06:34 +0100 (BST) Subject: [rt-users] Recurring login problem Message-ID: <20060925070634.3360.qmail@web32714.mail.mud.yahoo.com> Hi to all, I have installed RT 2 days back. The problem is whenever i click on any link i am kicked out to the login page again. RT is running on gentoo-linux. I have searched through the mailing list archive but didnot find any suitable answer that can help me. Some member have suggested in the list to use different browser, thats why i tried on mozilla, mozilla firefox, opera. But none of the web browser solved my problems. In all the browser, cookies are allowed. I can see the cookies in my browser, it is something like Name: RT_SID_kavach.blr.80 Content: 6015dc61b4c4eecbffafb85b7903b5aa Host: localhost Path: / Send For: Any type of connection Expires: at end of session I have read every files, and each mail on mail list archive. But didnt find answer of my problem. Please please help me, i am really screwed up 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 a.nicols at lancs.ac.uk Mon Sep 25 04:34:36 2006 From: a.nicols at lancs.ac.uk (Andrew Nicols) Date: Mon, 25 Sep 2006 09:34:36 +0100 Subject: [rt-users] Re: Recurring login problem In-Reply-To: <20060925070634.3360.qmail@web32714.mail.mud.yahoo.com> References: <20060925070634.3360.qmail@web32714.mail.mud.yahoo.com> Message-ID: <60f3c11a0609250134w5ce1acbaq9d0db424cc4783f6@mail.gmail.com> Hi Bijayant, What version of RT are you running, what http server and what database. Are all of your perl modules up to date? If this is version 3.6.0 of RT then it's a known problem and the solution is to upgrade to 3.6.1 and upgrade Apache::Session from memory. Search the mailing lists and you should find what you're looking for: http://www.gossamer-threads.com/lists/rt/users/ Andrew On 9/25/06, bijayant kumar wrote: > > Hi to all, > I have installed RT 2 days back. The problem is whenever i > click on any link i am kicked out to the login page again. RT is running on > gentoo-linux. I have searched through the mailing list archive but didnot > find any suitable answer that can help me. Some member have suggested in the > list to use different browser, thats why i tried on mozilla, mozilla > firefox, opera. But none of the web browser solved my problems. In all the > browser, cookies are allowed. I can see the cookies in my browser, it is > something like > > Name: RT_SID_kavach.blr.80 > Content: 6015dc61b4c4eecbffafb85b7903b5aa > Host: localhost > Path: / > Send For: Any type of connection > Expires: at end of session > > I have read every files, and each mail on mail list archive. But didnt > find answer of my problem. Please please help me, i am really screwed up > Thanks in advance.. > > > Bijayant Kumar > > Send instant messages to your online friends http://uk.messenger.yahoo.com > -- Regards, Andrew Nicols -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfh at pipex.net Mon Sep 25 05:15:19 2006 From: rfh at pipex.net (Roy El-Hames) Date: Mon, 25 Sep 2006 10:15:19 +0100 Subject: [rt-users] CCs not cc'ed on new ticket creation In-Reply-To: References: Message-ID: <45179E27.3070404@pipex.net> Have you got enabled a global\scrip to notify Admin CC on Create Ticket .. ie from Global\scrips you should have a scrip with condition On create, and action Notify Admin CC. Regards; Roy Tanu Mehrotra wrote: > I am facing some what similar issue, can you pls help me on this > > Whenever I create a new ticket a autogenerated mail should go to > requestor as well as to the queue members responsible to resolve the > issue. Currently mail goes to Requestor but not to the the queue members > > > Do I need to make any custom settings from web interface or something in > RT_SiteConfig.pm file. > > > Thanks, > Tanu > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gary Hall > Sent: Sunday, September 24, 2006 10:55 PM > To: Mathew > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] CCs not cc'ed on new ticket creation > > Thanks for the tip, Mathew. > > I've got the variable set. The addresses are added as CCs on the ticket > . Copies of Replys are sent to the addresses. The problem is that the > addresses are not sent copies of the information entered into the > "Create a new ticket" > form when > the ticket is created. > > This might be the intended design. You create a ticket and specify who > will receive copies of future updates to it but these people do not > receive copies of the original ticket at the time of creation for some > obscure reason. However, the comment on the form under the field says > "(Sends a carbon-copy of this update to a comma-delimited list of email > addresses. These people will receive future updates.)", so apparently > the intention is that the CCs are cc'ed with the original ticket at > creation time. > > I'm just trying to find out if others have the same issue and if someone > has a fix. > > Gary > > > Mathew wrote: > >> Gary Hall wrote: >> >> >>> I'm using RT 3.6.1. >>> >>> When creating new tickets via the "Create ticket in" button on the >>> home page (i.e., the https://.../Ticket/Create.html form the ticket >>> is created by the addresses in the CC line are not cc'ed with a copy >>> of the update. >>> >>> The only outgoing message is the AutoResponse. >>> >>> The addresses appear in a CC header in the new ticket history, tho'. >>> >>> Anyone else experience this? know what may be causing it? >>> >>> Gary >>> >>> >>> >> In etc/RT_Siteconfig.pm there is a setting called >> ParseNewMessagesForCC or something like that. It might be set to >> 'undef' or '0'. Change it to '1'. >> >> >> > > > From rfh at pipex.net Mon Sep 25 05:16:55 2006 From: rfh at pipex.net (Roy El-Hames) Date: Mon, 25 Sep 2006 10:16:55 +0100 Subject: [rt-users] CCs not cc'ed on new ticket creation In-Reply-To: <4516BF88.1000509@fas.sfu.ca> References: <45147E74.5060705@fas.sfu.ca> <45161C07.9080707@comcast.net> <4516BF88.1000509@fas.sfu.ca> Message-ID: <45179E87.6050408@pipex.net> Gary; Have you got enabled a Global\scrip with condition on Create and action Notify Others ?? Roy Gary Hall wrote: > Thanks for the tip, Mathew. > > I've got the variable set. The addresses are added as CCs on the > ticket . Copies of > Replys are sent to the addresses. The problem is that the addresses > are not > sent copies of the information entered into the "Create a new ticket" > form when > the ticket is created. > > This might be the intended design. You create a ticket and specify who > will receive > copies of future updates to it but these people do not receive copies > of the original > ticket at the time of creation for some obscure reason. However, the > comment on the > form under the field says "(Sends a carbon-copy of this update to a > comma-delimited > list of email addresses. These people will receive future updates.)", > so apparently > the intention is that the CCs are cc'ed with the original ticket at > creation time. > > I'm just trying to find out if others have the same issue and if > someone has a fix. > > Gary > > > Mathew wrote: >> Gary Hall wrote: >> >>> I'm using RT 3.6.1. >>> >>> When creating new tickets via the "Create ticket in" button on >>> the home page (i.e., the https://.../Ticket/Create.html form >>> the ticket is created by the addresses in the CC line are >>> not cc'ed with a copy of the update. >>> >>> The only outgoing message is the AutoResponse. >>> >>> The addresses appear in a CC header in the new ticket history, tho'. >>> >>> Anyone else experience this? know what may be causing it? >>> >>> Gary >>> >>> >> >> In etc/RT_Siteconfig.pm there is a setting called ParseNewMessagesForCC >> or something like that. It might be set to 'undef' or '0'. Change it >> to '1'. >> >> > > From rfh at pipex.net Mon Sep 25 05:24:34 2006 From: rfh at pipex.net (Roy El-Hames) Date: Mon, 25 Sep 2006 10:24:34 +0100 Subject: [rt-users] Re: Recurring login problem In-Reply-To: <60f3c11a0609250134w5ce1acbaq9d0db424cc4783f6@mail.gmail.com> References: <20060925070634.3360.qmail@web32714.mail.mud.yahoo.com> <60f3c11a0609250134w5ce1acbaq9d0db424cc4783f6@mail.gmail.com> Message-ID: <4517A052.1040504@pipex.net> Bijayant; I'll be interested to know if Andrew's suggestion works for you, because the only thing that got rid of this problem for me was to alter the sessions table: ALTER TABLE sessions CHANGE a_session a_session LONGBLOB; Regards; Roy Andrew Nicols wrote: > Hi Bijayant, > > What version of RT are you running, what http server and what database. > Are all of your perl modules up to date? > If this is version 3.6.0 of RT then it's a known problem and the > solution is > to upgrade to 3.6.1 and upgrade Apache::Session from memory. Search the > mailing lists and you should find what you're looking for: > http://www.gossamer-threads.com/lists/rt/users/ > > Andrew > > On 9/25/06, bijayant kumar wrote: >> >> Hi to all, >> I have installed RT 2 days back. The problem is >> whenever i >> click on any link i am kicked out to the login page again. RT is >> running on >> gentoo-linux. I have searched through the mailing list archive but >> didnot >> find any suitable answer that can help me. Some member have suggested >> in the >> list to use different browser, thats why i tried on mozilla, mozilla >> firefox, opera. But none of the web browser solved my problems. In >> all the >> browser, cookies are allowed. I can see the cookies in my browser, it is >> something like >> >> Name: RT_SID_kavach.blr.80 >> Content: 6015dc61b4c4eecbffafb85b7903b5aa >> Host: localhost >> Path: / >> Send For: Any type of connection >> Expires: at end of session >> >> I have read every files, and each mail on mail list archive. But didnt >> find answer of my problem. Please please help me, i am really screwed up >> Thanks in advance.. >> >> >> Bijayant Kumar >> >> Send instant messages to your online friends >> http://uk.messenger.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 alien at 12inch.com Mon Sep 25 05:30:10 2006 From: alien at 12inch.com (Alan Premselaar) Date: Mon, 25 Sep 2006 18:30:10 +0900 Subject: [rt-users] Re: Error "You are almost there!" In-Reply-To: <45119EB9.6090302@uchicago.edu> References: <45116154.40004@uchicago.edu> <60f3c11a0609200854v3df8e941h9d626f160b83c465@mail.gmail.com> <45119123.1040303@uchicago.edu> <20060920124937.N87816@malcolm.berkeley.edu> <45119EB9.6090302@uchicago.edu> Message-ID: <4517A1A2.4030606@12inch.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Yongrui Tang wrote: > Hi Mike, > > Thanks for the reply. I tried with .fcgi or fcgi and they have the > same result. Any suggestions would be appreciately. > > Mike Friedman wrote: > > On Wed, 20 Sep 2006 at 14:06 (-0500), Yongrui Tang wrote: > >>>> httpd.conf >>>> >>>> ServerName test.uchicago.edu:8080 >>>> DocumentRoot "/opt/pkgs/rt/3.4.5/html" >>>> AddHandler fastcgi-script .fcgi > I'm not 100% sure, but I'd guess that you don't want the :8080 in your ServerName directive. so it should probably look something like: ServerName test.uchicago.edu DocumentRoot "/opt/pkgs/rt/3.4.5/html" ... more detailed information can be found here: http://httpd.apache.org/docs/2.0/vhosts/examples.html Alan -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.1 (Darwin) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFFF6GcE2gsBSKjZHQRAsmpAJ440JWFiTPqYapebov1TbZ69MD9xwCfZYTW I0JdReJs37SYm2d1wpKumSQ= =6wfV -----END PGP SIGNATURE----- From rfh at pipex.net Mon Sep 25 05:43:39 2006 From: rfh at pipex.net (Roy El-Hames) Date: Mon, 25 Sep 2006 10:43:39 +0100 Subject: [rt-users] QuickCreate In-Reply-To: <6.2.3.4.2.20060922134156.03ce65f0@po14.mit.edu> References: <45141D4C.7090901@pipex.net> <6.2.3.4.2.20060922134156.03ce65f0@po14.mit.edu> Message-ID: <4517A4CB.6070907@pipex.net> Thanks Stephen .. I was wondering if the Create Ticket would take care of that .. Created the Mime Obj and it works fine. Regards; Roy Stephen Turner wrote: > At Friday 9/22/2006 01:28 PM, Roy El-Hames wrote: >> Hi; >> RT-3.6.1 >> I would like to expand Quickcreate section to include requestor and >> text area for problem description (I noticed in QuickCreate someone >> did start on this but it commented out) .. >> Its easy enough to process the requestor in index.html, however I am >> not sure what to do about the text, do I need to create a mime object >> first or can I pass the text to the $ticket->Create function ?? if >> the later then whats the argument for it >> Many thanks; >> Roy > > Hello Roy, > > You'll need to create a mime object and pass it in. > > Steve > From tanu at cadence.com Mon Sep 25 05:50:47 2006 From: tanu at cadence.com (Tanu Mehrotra) Date: Mon, 25 Sep 2006 15:20:47 +0530 Subject: [rt-users] CCs not cc'ed on new ticket creation Message-ID: Hi, I need some urgent help, while deleting some test data from the database I don't know wht but I have deleted something due to which i cannt see configuration link on admin page neither can i see the option to select queues from end user interface. Although system is not giving any error. Please help -Tanu -----Original Message----- From: Rudowski, Jacek [mailto:jrudowski at paddypower.com] Sent: Monday, September 25, 2006 2:50 PM To: Tanu Mehrotra Subject: RE: [rt-users] CCs not cc'ed on new ticket creation Hi, Go as admin user to Configuration menu. There is submenu Queue, where you can choose specific queue and there you have another submenu - Scrips. You can see there your currently used scrips and modify them or create new scrip. It's pretty simple until you create some user defined actions - you can choose from default set of conditions and actions etc. I'm not that strong in scrips - but few time they were very useful. Try to use some Notify actions. In the second case - if I understood you correctly - you probably should use User Rights and Group Rights submenus in menu Queue to define who can do what etc. But of course you have to read some more about all those rights and permissions on wiki documentation - it's the best way. After that I'm preety sure you'll be able to configure RT as you want. Regards Jacek Rudowski -----Original Message----- From: Tanu Mehrotra [mailto:tanu at cadence.com] Sent: 25 September 2006 09:54 To: Rudowski, Jacek Subject: RE: [rt-users] CCs not cc'ed on new ticket creation I think u wish to say i should frame user defined scrip could you please guide me in more detail. also if u can tell me how to make queues specific to set of privilaged user for e.g tickets under one queue should be visible to only those privilaged queue members responsible to resolve those tickets Thnx & Rgds Tanu -----Original Message----- From: Rudowski, Jacek [mailto:jrudowski at paddypower.com] Sent: Monday, September 25, 2006 1:50 PM To: Tanu Mehrotra Subject: RE: [rt-users] CCs not cc'ed on new ticket creation Hi, I think scrips will solve your problem. Try to configure scrip for your queue to take such an action on ticket creation. You can choose there action you want to take at specific condition. Regards Jacek Rudowski -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Tanu Mehrotra Sent: 25 September 2006 05:53 To: Gary Hall; Mathew Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] CCs not cc'ed on new ticket creation I am facing some what similar issue, can you pls help me on this Whenever I create a new ticket a autogenerated mail should go to requestor as well as to the queue members responsible to resolve the issue. Currently mail goes to Requestor but not to the the queue members Do I need to make any custom settings from web interface or something in RT_SiteConfig.pm file. Thanks, Tanu -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gary Hall Sent: Sunday, September 24, 2006 10:55 PM To: Mathew Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] CCs not cc'ed on new ticket creation Thanks for the tip, Mathew. I've got the variable set. The addresses are added as CCs on the ticket . Copies of Replys are sent to the addresses. The problem is that the addresses are not sent copies of the information entered into the "Create a new ticket" form when the ticket is created. This might be the intended design. You create a ticket and specify who will receive copies of future updates to it but these people do not receive copies of the original ticket at the time of creation for some obscure reason. However, the comment on the form under the field says "(Sends a carbon-copy of this update to a comma-delimited list of email addresses. These people will receive future updates.)", so apparently the intention is that the CCs are cc'ed with the original ticket at creation time. I'm just trying to find out if others have the same issue and if someone has a fix. Gary Mathew wrote: > Gary Hall wrote: > >> I'm using RT 3.6.1. >> >> When creating new tickets via the "Create ticket in" button on the >> home page (i.e., the https://.../Ticket/Create.html form the ticket >> is created by the addresses in the CC line are not cc'ed with a copy >> of the update. >> >> The only outgoing message is the AutoResponse. >> >> The addresses appear in a CC header in the new ticket history, tho'. >> >> Anyone else experience this? know what may be causing it? >> >> Gary >> >> > > In etc/RT_Siteconfig.pm there is a setting called > ParseNewMessagesForCC or something like that. It might be set to > 'undef' or '0'. Change it to '1'. > > -- Gary Hall hall at fas.sfu.ca Network Support Group 604-291-5925 Faculty of Applied Sciences 604-291-5404 (fax) Simon Fraser University Burnaby, BC V5A 1S6 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 ________________________________________________________________________ Privileged, confidential and/or copyright information may be contained in this communication. This e-mail and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended addressee, you may not copy, forward, disclose or otherwise use this e-mail or any part of it in any way whatsoever. To do so is prohibited and may be unlawful. If you have received this email in error please notify the sender immediately. Paddy Power PLC may monitor the content of e-mail sent and received for the purpose of ensuring compliance with its policies and procedures. ________________________________________________________________________ ________________________________________________________________________ Privileged, confidential and/or copyright information may be contained in this communication. This e-mail and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended addressee, you may not copy, forward, disclose or otherwise use this e-mail or any part of it in any way whatsoever. To do so is prohibited and may be unlawful. If you have received this email in error please notify the sender immediately. Paddy Power PLC may monitor the content of e-mail sent and received for the purpose of ensuring compliance with its policies and procedures. ________________________________________________________________________ From tanu at cadence.com Mon Sep 25 06:04:54 2006 From: tanu at cadence.com (Tanu Mehrotra) Date: Mon, 25 Sep 2006 15:34:54 +0530 Subject: [rt-users] CCs not cc'ed on new ticket creation Message-ID: m talking about rt 3.6.0 Please refer to the mail appended. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Tanu Mehrotra Sent: Monday, September 25, 2006 3:21 PM To: Rudowski, Jacek Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] CCs not cc'ed on new ticket creation Hi, I need some urgent help, while deleting some test data from the database I don't know wht but I have deleted something due to which i cannt see configuration link on admin page neither can i see the option to select queues from end user interface. Although system is not giving any error. Please help -Tanu -----Original Message----- From: Rudowski, Jacek [mailto:jrudowski at paddypower.com] Sent: Monday, September 25, 2006 2:50 PM To: Tanu Mehrotra Subject: RE: [rt-users] CCs not cc'ed on new ticket creation Hi, Go as admin user to Configuration menu. There is submenu Queue, where you can choose specific queue and there you have another submenu - Scrips. You can see there your currently used scrips and modify them or create new scrip. It's pretty simple until you create some user defined actions - you can choose from default set of conditions and actions etc. I'm not that strong in scrips - but few time they were very useful. Try to use some Notify actions. In the second case - if I understood you correctly - you probably should use User Rights and Group Rights submenus in menu Queue to define who can do what etc. But of course you have to read some more about all those rights and permissions on wiki documentation - it's the best way. After that I'm preety sure you'll be able to configure RT as you want. Regards Jacek Rudowski -----Original Message----- From: Tanu Mehrotra [mailto:tanu at cadence.com] Sent: 25 September 2006 09:54 To: Rudowski, Jacek Subject: RE: [rt-users] CCs not cc'ed on new ticket creation I think u wish to say i should frame user defined scrip could you please guide me in more detail. also if u can tell me how to make queues specific to set of privilaged user for e.g tickets under one queue should be visible to only those privilaged queue members responsible to resolve those tickets Thnx & Rgds Tanu -----Original Message----- From: Rudowski, Jacek [mailto:jrudowski at paddypower.com] Sent: Monday, September 25, 2006 1:50 PM To: Tanu Mehrotra Subject: RE: [rt-users] CCs not cc'ed on new ticket creation Hi, I think scrips will solve your problem. Try to configure scrip for your queue to take such an action on ticket creation. You can choose there action you want to take at specific condition. Regards Jacek Rudowski -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Tanu Mehrotra Sent: 25 September 2006 05:53 To: Gary Hall; Mathew Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] CCs not cc'ed on new ticket creation I am facing some what similar issue, can you pls help me on this Whenever I create a new ticket a autogenerated mail should go to requestor as well as to the queue members responsible to resolve the issue. Currently mail goes to Requestor but not to the the queue members Do I need to make any custom settings from web interface or something in RT_SiteConfig.pm file. Thanks, Tanu -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gary Hall Sent: Sunday, September 24, 2006 10:55 PM To: Mathew Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] CCs not cc'ed on new ticket creation Thanks for the tip, Mathew. I've got the variable set. The addresses are added as CCs on the ticket . Copies of Replys are sent to the addresses. The problem is that the addresses are not sent copies of the information entered into the "Create a new ticket" form when the ticket is created. This might be the intended design. You create a ticket and specify who will receive copies of future updates to it but these people do not receive copies of the original ticket at the time of creation for some obscure reason. However, the comment on the form under the field says "(Sends a carbon-copy of this update to a comma-delimited list of email addresses. These people will receive future updates.)", so apparently the intention is that the CCs are cc'ed with the original ticket at creation time. I'm just trying to find out if others have the same issue and if someone has a fix. Gary Mathew wrote: > Gary Hall wrote: > >> I'm using RT 3.6.1. >> >> When creating new tickets via the "Create ticket in" button on the >> home page (i.e., the https://.../Ticket/Create.html form the ticket >> is created by the addresses in the CC line are not cc'ed with a copy >> of the update. >> >> The only outgoing message is the AutoResponse. >> >> The addresses appear in a CC header in the new ticket history, tho'. >> >> Anyone else experience this? know what may be causing it? >> >> Gary >> >> > > In etc/RT_Siteconfig.pm there is a setting called > ParseNewMessagesForCC or something like that. It might be set to > 'undef' or '0'. Change it to '1'. > > -- Gary Hall hall at fas.sfu.ca Network Support Group 604-291-5925 Faculty of Applied Sciences 604-291-5404 (fax) Simon Fraser University Burnaby, BC V5A 1S6 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 ________________________________________________________________________ Privileged, confidential and/or copyright information may be contained in this communication. This e-mail and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended addressee, you may not copy, forward, disclose or otherwise use this e-mail or any part of it in any way whatsoever. To do so is prohibited and may be unlawful. If you have received this email in error please notify the sender immediately. Paddy Power PLC may monitor the content of e-mail sent and received for the purpose of ensuring compliance with its policies and procedures. ________________________________________________________________________ ________________________________________________________________________ Privileged, confidential and/or copyright information may be contained in this communication. This e-mail and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended addressee, you may not copy, forward, disclose or otherwise use this e-mail or any part of it in any way whatsoever. To do so is prohibited and may be unlawful. If you have received this email in error please notify the sender immediately. Paddy Power PLC may monitor the content of e-mail sent and received for the purpose of ensuring compliance with its policies and procedures. ________________________________________________________________________ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From rfh at pipex.net Mon Sep 25 07:32:40 2006 From: rfh at pipex.net (Roy El-Hames) Date: Mon, 25 Sep 2006 12:32:40 +0100 Subject: [rt-users] CCs not cc'ed on new ticket creation In-Reply-To: References: Message-ID: <4517BE58.6030804@pipex.net> You seem to have deleted all rows from ACL table ?>? do select count(*) from ACL?? , if you get 0, then you better hope you have backups, else you 'll need to re-generate the rows again .. not quite sure what are the default initial rows!! Roy Tanu Mehrotra wrote: > m talking about rt 3.6.0 > Please refer to the mail appended. > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Tanu > Mehrotra > Sent: Monday, September 25, 2006 3:21 PM > To: Rudowski, Jacek > Cc: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] CCs not cc'ed on new ticket creation > > Hi, > > I need some urgent help, while deleting some test data from the database > I don't know wht but I have deleted something due to which i cannt see > configuration link on admin page neither can i see the option to select > queues from end user interface. Although system is not giving any error. > > Please help > > -Tanu > > -----Original Message----- > From: Rudowski, Jacek [mailto:jrudowski at paddypower.com] > Sent: Monday, September 25, 2006 2:50 PM > To: Tanu Mehrotra > Subject: RE: [rt-users] CCs not cc'ed on new ticket creation > > Hi, > > Go as admin user to Configuration menu. > There is submenu Queue, where you can choose specific queue and there > you have another submenu - Scrips. > You can see there your currently used scrips and modify them or create > new scrip. > It's pretty simple until you create some user defined actions - you can > choose from default set of conditions and actions etc. > I'm not that strong in scrips - but few time they were very useful. > Try to use some Notify actions. > > In the second case - if I understood you correctly - you probably should > use User Rights and Group Rights submenus in menu Queue to define who > can do what etc. But of course you have to read some more about all > those rights and permissions on wiki documentation - it's the best way. > > After that I'm preety sure you'll be able to configure RT as you want. > > Regards > Jacek Rudowski > > > -----Original Message----- > From: Tanu Mehrotra [mailto:tanu at cadence.com] > Sent: 25 September 2006 09:54 > To: Rudowski, Jacek > Subject: RE: [rt-users] CCs not cc'ed on new ticket creation > > I think u wish to say i should frame user defined scrip could you > please guide me in more detail. > > also if u can tell me how to make queues specific to set of privilaged > user for e.g tickets under one queue should be visible to only those > privilaged queue members responsible to resolve those tickets > > Thnx & Rgds > Tanu > > > -----Original Message----- > From: Rudowski, Jacek [mailto:jrudowski at paddypower.com] > Sent: Monday, September 25, 2006 1:50 PM > To: Tanu Mehrotra > Subject: RE: [rt-users] CCs not cc'ed on new ticket creation > > Hi, > > I think scrips will solve your problem. > Try to configure scrip for your queue to take such an action on ticket > creation. You can choose there action you want to take at specific > condition. > > Regards > Jacek Rudowski > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Tanu > Mehrotra > Sent: 25 September 2006 05:53 > To: Gary Hall; Mathew > Cc: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] CCs not cc'ed on new ticket creation > > I am facing some what similar issue, can you pls help me on this > > Whenever I create a new ticket a autogenerated mail should go to > requestor as well as to the queue members responsible to resolve the > issue. Currently mail goes to Requestor but not to the the queue members > > > Do I need to make any custom settings from web interface or something in > RT_SiteConfig.pm file. > > > Thanks, > Tanu > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gary Hall > Sent: Sunday, September 24, 2006 10:55 PM > To: Mathew > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] CCs not cc'ed on new ticket creation > > Thanks for the tip, Mathew. > > I've got the variable set. The addresses are added as CCs on the ticket > . Copies of Replys are sent to the addresses. The problem is that the > addresses are not sent copies of the information entered into the > "Create a new ticket" > form when > the ticket is created. > > This might be the intended design. You create a ticket and specify who > will receive copies of future updates to it but these people do not > receive copies of the original ticket at the time of creation for some > obscure reason. However, the comment on the form under the field says > "(Sends a carbon-copy of this update to a comma-delimited list of email > addresses. These people will receive future updates.)", so apparently > the intention is that the CCs are cc'ed with the original ticket at > creation time. > > I'm just trying to find out if others have the same issue and if someone > has a fix. > > Gary > > > Mathew wrote: > >> Gary Hall wrote: >> >> >>> I'm using RT 3.6.1. >>> >>> When creating new tickets via the "Create ticket in" button on the >>> home page (i.e., the https://.../Ticket/Create.html form the ticket >>> is created by the addresses in the CC line are not cc'ed with a copy >>> of the update. >>> >>> The only outgoing message is the AutoResponse. >>> >>> The addresses appear in a CC header in the new ticket history, tho'. >>> >>> Anyone else experience this? know what may be causing it? >>> >>> Gary >>> >>> >>> >> In etc/RT_Siteconfig.pm there is a setting called >> ParseNewMessagesForCC or something like that. It might be set to >> 'undef' or '0'. Change it to '1'. >> >> >> > > > From jesse at bestpractical.com Sun Sep 24 15:37:44 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 24 Sep 2006 20:37:44 +0100 Subject: [rt-users] Moving RT off of the root URL In-Reply-To: <7.0.1.0.0.20060922174512.01c9ccc8@Easyrider.com> References: <7.0.1.0.0.20060917110657.01db0d68@easyrider.com> <7.0.1.0.0.20060911121325.01d98158@easyrider.com> <7.0.1.0.0.20060921210814.01ea62c8@Easyrider.com> <4513E4FF.9080007@ucrwcu.rwc.uc.edu> <7.0.1.0.0.20060922174512.01c9ccc8@Easyrider.com> Message-ID: <1EF27C92-27CD-4160-8680-251527CE4F41@bestpractical.com> I believe the issue is a bug in the etc/initialdata / upgrade/content file file. We had an $RT::WebPath when we should have had a __WebPath__. Unfortunately, the fix for existing installs is going to require some database diving. -jesse On Sep 23, 2006, at 1:53 AM, Frank Saxton wrote: > Well, it's the "blah, blah, blah" that I need help with. I'm not > the brightest guy in the world but if it was a simple one line > change I wouldn't be wasting everyone's time. > > I spent a couple of days trying all types of different combinations > and got it close to working but there were always problems. Since > I assume that very few people here are running RT off of the root > URL, I figured it would be faster to just ask the experts here. > That was 3 weeks ago.... > > My current httpd config is at the bottom and my RT_SiteConfig.pm is > plain vanilla, per the install instructions. > > I've done this with earlier versions of 3.4 and older RT with no > problems, making a couple of simple alias changes. Apparently > something changed in the way Best Practical built 3.5 or 3.6 > > Having a great deal of difficulty getting anyone to help me with this. > > At 06:28 AM 9/22/2006, Drew Barnes wrote: >> ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ >> >> Shouldn't that maybe be ScriptAlias /rt [blah blah blah]? >>>> >>>> >Apparently, there has been a change since RT 3.4 that makes it >>>> more >>>> >difficult to move RT from http://host.com/ to something like >>>> http://host.com/rt >>>> >I presume someone has already solved this problem. I would be >>>> >grateful if someone could point me to the detailed information on >>>> >what I need to do to make this change. >>>> >>>> RT_SiteConfig.pm: >>>> Set($WebPath , "/rt3"); >>>> Set($WebURL , $WebBaseURL . $WebPath . "/"); >>> >>> I do appreciate your willingness to help but as I suspected, the >>> changes you suggested do not work in my fastcgi configuration. >>> This is what I have and it works fine except that it runs out of >>> http://localhost instead of http://localhost/rt as I'd prefer. >>> I'm sure this is just one or two very small changes to get it to >>> work,, >>> >>> Alias /rt/ "/opt/rt3/share/html/" >>> FastCgiIpcDir /tmp >>> FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 - >>> processes 4 >>> >>> NameVirtualHost *:80 >>> >>> ServerAdmin Frankie at Easyrider.com >>> ServerName patrol.vigilancemonitoring.com >>> DocumentRoot /opt/rt3/share/html/ >>> AddDefaultCharset UTF-8 >>> AddHandler fastcgi-script .fcgi >>> >>> >>> Options FollowSymLinks ExecCGI >>> AllowOverride None >>> >>> Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images >>> ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ >>> >>> _______________________________________________ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From torsten.brumm at googlemail.com Mon Sep 25 08:54:50 2006 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Mon, 25 Sep 2006 14:54:50 +0200 Subject: [rt-users] QuickCreate In-Reply-To: <4517A4CB.6070907@pipex.net> References: <45141D4C.7090901@pipex.net> <6.2.3.4.2.20060922134156.03ce65f0@po14.mit.edu> <4517A4CB.6070907@pipex.net> Message-ID: Hi Roy, can you share your QuickCreate? Thanks Torsten 2006/9/25, Roy El-Hames : > > Thanks Stephen .. I was wondering if the Create Ticket would take care > of that .. > Created the Mime Obj and it works fine. > Regards; > Roy > > Stephen Turner wrote: > > At Friday 9/22/2006 01:28 PM, Roy El-Hames wrote: > >> Hi; > >> RT-3.6.1 > >> I would like to expand Quickcreate section to include requestor and > >> text area for problem description (I noticed in QuickCreate someone > >> did start on this but it commented out) .. > >> Its easy enough to process the requestor in index.html, however I am > >> not sure what to do about the text, do I need to create a mime object > >> first or can I pass the text to the $ticket->Create function ?? if > >> the later then whats the argument for it > >> Many thanks; > >> Roy > > > > Hello Roy, > > > > You'll need to create a mime object and pass it in. > > > > Steve > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfh at pipex.net Mon Sep 25 09:06:03 2006 From: rfh at pipex.net (Roy El-Hames) Date: Mon, 25 Sep 2006 14:06:03 +0100 Subject: [rt-users] QuickCreate In-Reply-To: References: <45141D4C.7090901@pipex.net> <6.2.3.4.2.20060922134156.03ce65f0@po14.mit.edu> <4517A4CB.6070907@pipex.net> Message-ID: <4517D43B.1000303@pipex.net> Yeah sure ... Sorry I don't know how to do patch files ..but the diff of QuickCreate is: 52c52,54 < <&|/l&>Subject:
    --- > <&|/l&>Subject:
    > > <&|/l&>Requestor:
    63c65 < %# --- > And in index.html in the change : if ($ARGS{'QuickCreate'} ) { my $ticket = RT::Ticket->new($session{'CurrentUser'}); my ($tid, $trans, $tmsg) = $ticket->Create(Queue => $ARGS{'Queue'}, Owner => $ARGS{'Owner'}, Requestor => $session{'CurrentUser'}->UserObj->EmailAddress, Subject => $ARGS{'Subject'}); push (@results, $tmsg); } to: if ($ARGS{'QuickCreate'} ) { my $txt = $ARGS{'Tickettext'}; $RT::Logger->debug("the TText is :".$txt); my $Mime = MIME::Entity->build( Type => 'text/plain', Data => $txt ); my $MimeMessage = $Mime->stringify(); my $parser = RT::EmailParser->new(); $parser->ParseMIMEEntityFromScalar($MimeMessage); my $ticket = RT::Ticket->new($session{'CurrentUser'}); my ($tid, $trans, $tmsg) = $ticket->Create(Queue => $ARGS{'Queue'}, Owner => $ARGS{'Owner'}, #Requestor => $session{'CurrentUser'}->UserObj->EmailAddress, Requestor => $ARGS{'requestor'} || $session{'CurrentUser'}->UserObj->EmailAddress, Subject => $ARGS{'Subject'}, MIMEObj => $parser->Entity); push (@results, $tmsg); } Regards; Roy Torsten Brumm wrote: > Hi Roy, > > can you share your QuickCreate? > > Thanks > > Torsten > > 2006/9/25, Roy El-Hames : >> >> Thanks Stephen .. I was wondering if the Create Ticket would take care >> of that .. >> Created the Mime Obj and it works fine. >> Regards; >> Roy >> >> Stephen Turner wrote: >> > At Friday 9/22/2006 01:28 PM, Roy El-Hames wrote: >> >> Hi; >> >> RT-3.6.1 >> >> I would like to expand Quickcreate section to include requestor and >> >> text area for problem description (I noticed in QuickCreate someone >> >> did start on this but it commented out) .. >> >> Its easy enough to process the requestor in index.html, however I am >> >> not sure what to do about the text, do I need to create a mime object >> >> first or can I pass the text to the $ticket->Create function ?? if >> >> the later then whats the argument for it >> >> Many thanks; >> >> Roy >> > >> > Hello Roy, >> > >> > You'll need to create a mime object and pass it in. >> > >> > 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 >> > > > From torsten.brumm at googlemail.com Mon Sep 25 09:44:27 2006 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Mon, 25 Sep 2006 15:44:27 +0200 Subject: [rt-users] Scrip Exec Order Queustion Message-ID: Hi RT Users, today i'm a little blind i think. i found: http://wiki.bestpractical.com/index.cgi?ScripExecOrder for Scrip Exec Order, but i'm a little confused at this moment. 1. Which Scripts triggering first global defined or local on queue level? 2. At this Wiki Page, they writer talked about Alphanumeric Scrip Names, does this mean, that only alphanumeric scrips are executed ordered? First: 0001 second 0002 and third 0003 but then, whats with scrips like A_0001 and A_0002 or A_ B_ and if there is a difference what is executed first? 0001 before a_ or vice versa? Pls help, i'm totally confused at this moment... -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From frankie at easyrider.com Mon Sep 25 10:13:00 2006 From: frankie at easyrider.com (Frank Saxton) Date: Mon, 25 Sep 2006 07:13:00 -0700 Subject: [rt-users] Moving RT off of the root URL Message-ID: <7.0.1.0.0.20060924091155.01db5670@easyrider.com> Well, it's the "blah, blah, blah" that I need help with. I'm not the brightest guy in the world but if it was a simple one line change I wouldn't be wasting everyone's time. I spent a couple of days trying all types of different combinations and got it close to working but there were always problems. Since I assume that very few people here are running RT off of the root URL, I figured it would be faster to just ask the experts here. That was 3 weeks ago.... My current httpd config is at the bottom and my RT_SiteConfig.pm is plain vanilla, per the install instructions. I've done this with earlier versions of 3.4 and older RT with no problems, making a couple of simple alias changes. Apparently something changed in the way Best Practical built 3.5 or 3.6. I wouldn't care so much except that the current ScriptAlias setting breaks all of the other web sites on this server :( Having a great deal of difficulty getting anyone to help me with this. At 06:28 AM 9/22/2006, Drew Barnes wrote: > ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ > >Shouldn't that maybe be ScriptAlias /rt [blah blah blah]? >>> >>> >Apparently, there has been a change since RT 3.4 that makes it more >>> >difficult to move RT from http://host.com/ to something like >>> http://host.com/rt >>> >I presume someone has already solved this problem. I would be >>> >grateful if someone could point me to the detailed information on >>> >what I need to do to make this change. >>> >>>RT_SiteConfig.pm: >>>Set($WebPath , "/rt3"); >>>Set($WebURL , $WebBaseURL . $WebPath . "/"); >> >>I do appreciate your willingness to help but as I suspected, the >>changes you suggested do not work in my fastcgi >>configuration. This is what I have and it works fine except that >>it runs out of http://localhost instead of http://localhost/rt as >>I'd prefer. I'm sure this is just one or two very small changes to >>get it to work,, >> >>Alias /rt/ "/opt/rt3/share/html/" >>FastCgiIpcDir /tmp >>FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 4 >> >>NameVirtualHost *:80 >> >> ServerAdmin Frankie at Easyrider.com >> ServerName patrol.vigilancemonitoring.com >> DocumentRoot /opt/rt3/share/html/ >> AddDefaultCharset UTF-8 >> AddHandler fastcgi-script .fcgi >> >> >> Options FollowSymLinks ExecCGI >> AllowOverride None >> >> Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images >> ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ >> >>_______________________________________________ From bro at latnet.lv Mon Sep 25 10:45:07 2006 From: bro at latnet.lv (Uldis Koskins) Date: Mon, 25 Sep 2006 17:45:07 +0300 Subject: [rt-users] Moving RT off of the root URL In-Reply-To: <7.0.1.0.0.20060924091155.01db5670@easyrider.com> References: <7.0.1.0.0.20060924091155.01db5670@easyrider.com> Message-ID: <4517EB73.90502@latnet.lv> Frank Saxton wrote: > Well, it's the "blah, blah, blah" that I need help with. I'm not the > brightest guy in the world but if it was a simple one line change I > wouldn't be wasting everyone's time. > > I spent a couple of days trying all types of different combinations and > got it close to working but there were always problems. Since I assume > that very few people here are running RT off of the root URL, I figured > it would be faster to just ask the experts here. That was 3 weeks ago.... > > My current httpd config is at the bottom and my RT_SiteConfig.pm is > plain vanilla, per the install instructions. > > I've done this with earlier versions of 3.4 and older RT with no > problems, making a couple of simple alias changes. Apparently something > changed in the way Best Practical built 3.5 or 3.6. I wouldn't care so > much except that the current ScriptAlias setting breaks all of the other > web sites on this server :( > > Having a great deal of difficulty getting anyone to help me with this. im running 3.6 here, so maybe u could try this thingie :) FastCgiIpcDir /tmp FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 360 -processes 2 ServerName bigserver.com DocumentRoot /bigservers_stuff AllowOverride All #<-- rt stuff AddHandler fastcgi-script fcgi AddDefaultCharset UTF-8 Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ ScriptAlias /theplacewhereiwanttoseeRT/ /opt/rt3/bin/mason_handler.fcgi/ SetHandler fastcgi-script Options +ExecCGI #--> rt stuff end -- Regards, Uldis Koskins From wright at smx.pair.com Mon Sep 25 11:24:12 2006 From: wright at smx.pair.com (Dan Wright) Date: Mon, 25 Sep 2006 11:24:12 -0400 (EDT) Subject: [rt-users] IRC Bot for RT? Message-ID: Has anybody ever written an IRC Bot interface to RT? I have need for such a beast, and would like to know if anybody has something like this before I write one of my own. Thanks, -Dan Daniel J. Wright wright at pair.com Lead Software Developer, pairNIC https://www.pairnic.com pair Networks, Inc. http://www.pair.com From jfenner at vitamix.com Mon Sep 25 11:49:55 2006 From: jfenner at vitamix.com (Jason Fenner) Date: Mon, 25 Sep 2006 11:49:55 -0400 Subject: [rt-users] IRC Bot for RT? In-Reply-To: References: Message-ID: <4517FAA3.8000102@vitamix.com> I have not heard of such a thing before, but I'd be very interested in being kept up to date on the development of such a thing. I made be able to find some use for it as well. Dan Wright wrote: > Has anybody ever written an IRC Bot interface to RT? I have need for such a > beast, and would like to know if anybody has something like this before I write > one of my own. > > Thanks, > -Dan > > Daniel J. Wright wright at pair.com > Lead Software Developer, pairNIC https://www.pairnic.com > pair Networks, Inc. http://www.pair.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 Sep 25 12:38:53 2006 From: rfh at pipex.net (Roy El-Hames) Date: Mon, 25 Sep 2006 17:38:53 +0100 Subject: [rt-users] setting custom fields on ticket creation from CLI Message-ID: <4518061D.5080902@pipex.net> Hi There; rt-3.6.1 Possibly a simple question for most; how do I get on setting a custom field when creating a ticket via the cli .. Roy From chand012 at mc.duke.edu Mon Sep 25 13:06:02 2006 From: chand012 at mc.duke.edu (David Chandek-Stark) Date: Mon, 25 Sep 2006 13:06:02 -0400 Subject: [rt-users] TimeEstimated search broken in version 3.6.1? Message-ID: Searching on TimeEstimated throws this error: "Unknown field: TimeEstimated". I checked the database and field does exist in the Tickets table, so I assume there is something wrong with the RT code. Thanks, David From jesse at bestpractical.com Mon Sep 25 14:15:20 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 25 Sep 2006 14:15:20 -0400 Subject: [rt-users] TimeEstimated search broken in version 3.6.1? In-Reply-To: References: Message-ID: David, Can you try this patch for me? You'll need to stop and start your webserver to activate the changes: === lib/RT/Tickets_Overlay.pm ================================================================== --- lib/RT/Tickets_Overlay.pm (revision 27804) +++ lib/RT/Tickets_Overlay.pm (local) @@ -112,6 +112,7 @@ Priority => [ 'INT', ], TimeLeft => [ 'INT', ], TimeWorked => [ 'INT', ], + TimeEstimated => [ 'INT', ], MemberOf => [ 'LINK' => To => 'MemberOf', ], DependsOn => [ 'LINK' => To => 'DependsOn', ], RefersTo => [ 'LINK' => To => 'RefersTo', ], On Sep 25, 2006, at 1:06 PM, David Chandek-Stark wrote: > Searching on TimeEstimated throws this error: "Unknown field: > TimeEstimated". I checked the database and field does exist in the > Tickets > table, so I assume there is something wrong with the RT code. > > Thanks, > 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: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From jlentz at andrew.cmu.edu Mon Sep 25 15:30:40 2006 From: jlentz at andrew.cmu.edu (Jasen M. Lentz) Date: Mon, 25 Sep 2006 15:30:40 -0400 Subject: [rt-users] Problem with 10 highest priority tickets I own area Message-ID: <00ce01c6e0d9$15c47740$3e7a0280@cmg.win.cmu.edu> Under 10 highest priority tickets I own, if I click on the subject, RT does not use the correct path and I get a not found. If I click on the number, it works fine. What am I missing? It appears to lose the webpath. Thanks! ---------------------------------------------------------------------------- --- Jasen M. Lentz Senior Electronics Technician Computer Maintenance Group, Computing Services Carnegie-Mellon University 4910 Forbes Ave CYH-A71 Pittsburgh, PA 15213 Phone: 412-268-3823 (Shared Extension) Cell: 412-848-5612 CompTIA A+ and Server+ Certified Hardware Technician -----BEGIN GEEK CODE BLOCK----- Version: 3.12 GCS/CM/IT d(+) s+:+ a- C++++$ ULS+ P L+ E--- W++ N++ o K- w O- M-- V-- PS+ PE++ Y PGP t+ 5+ X-- R- tv++ b++ DI+++ D++ G e++ h--- r+++ y+++ ------END GEEK CODE BLOCK------ From cabal at u.washington.edu Mon Sep 25 16:46:30 2006 From: cabal at u.washington.edu (John H. Nyhuis) Date: Mon, 25 Sep 2006 13:46:30 -0700 (PDT) Subject: [rt-users] Q: How to change resolve template defaults Message-ID: Greetings, I am using RT 3.4, and when we resolve tickets, our final message is saved as a comment by default. Rather then bug our helpdesk personal to change this to "reply to requestors" every time we close a ticket, I would like to change the default from "comment" to "reply". Does anyone know what file this would be specified in? Thanks, John H. Nyhuis Sr. Computer Specialist Dept. of Pediatrics HS RR338, Box 356320 University of Washington Desk: (206)-685-3884 cabal at u.washington.edu From hall at fas.sfu.ca Mon Sep 25 17:11:39 2006 From: hall at fas.sfu.ca (Gary Hall) Date: Mon, 25 Sep 2006 14:11:39 -0700 Subject: [rt-users] CCs on new web created tickets (bug?) In-Reply-To: <45179E87.6050408@pipex.net> References: <45147E74.5060705@fas.sfu.ca> <45161C07.9080707@comcast.net> <4516BF88.1000509@fas.sfu.ca> <45179E87.6050408@pipex.net> Message-ID: <4518460B.9060405@fas.sfu.ca> I've changed the Subject line on this thread since it got highjacked for another issue. Thanks for the suggestion, Roy. The problem with it is that the scrip would send a second message to a CC when the ticket is created from an email message. I.e., the CC gets a copy of the message sent to RT and then RT sends a second message (the notification) to the CC when it creates the ticket. I've tested creating a ticket with a CC via the web interface in versions 3.4.5 and 3.6.1. In both cases the CC doesn't get a copy, so it seems that this may be a feature, although I'm at a loss as to why it would be seen as such. If I can't get an answer from this list as why RT behaves in this fashion despite the comment for the CC field on the web form indicating that RT "Sends a carbon-copy of this update to a comma-delimited list of email addresses.", I'll send a bug report. Either the behaviour or the comment is a bug. Gary I have a Roy El-Hames wrote: > Gary; > Have you got enabled a Global\scrip with condition on Create and action > Notify Others ?? > Roy > > Gary Hall wrote: >> Thanks for the tip, Mathew. >> >> I've got the variable set. The addresses are added as CCs on the >> ticket . Copies of >> Replys are sent to the addresses. The problem is that the addresses >> are not >> sent copies of the information entered into the "Create a new ticket" >> form when >> the ticket is created. >> >> This might be the intended design. You create a ticket and specify who >> will receive >> copies of future updates to it but these people do not receive copies >> of the original >> ticket at the time of creation for some obscure reason. However, the >> comment on the >> form under the field says "(Sends a carbon-copy of this update to a >> comma-delimited >> list of email addresses. These people will receive future updates.)", >> so apparently >> the intention is that the CCs are cc'ed with the original ticket at >> creation time. >> >> I'm just trying to find out if others have the same issue and if >> someone has a fix. >> >> Gary >> >> >> Mathew wrote: >>> Gary Hall wrote: >>> >>>> I'm using RT 3.6.1. >>>> >>>> When creating new tickets via the "Create ticket in" button on >>>> the home page (i.e., the https://.../Ticket/Create.html form >>>> the ticket is created by the addresses in the CC line are >>>> not cc'ed with a copy of the update. >>>> >>>> The only outgoing message is the AutoResponse. >>>> >>>> The addresses appear in a CC header in the new ticket history, tho'. >>>> >>>> Anyone else experience this? know what may be causing it? >>>> >>>> Gary >>>> >>>> >>> >>> In etc/RT_Siteconfig.pm there is a setting called ParseNewMessagesForCC >>> or something like that. It might be set to 'undef' or '0'. Change it >>> to '1'. >>> >>> >> >> -- Gary Hall hall at fas.sfu.ca | Voice (604) 291-5925 Faculty of Applied Sciences | Fax (604) 291-5404 Simon Fraser University | Burnaby, B.C. V5A 1S6 | From doogles at doogles.com Mon Sep 25 17:09:58 2006 From: doogles at doogles.com (Jason A. Diegmueller) Date: Mon, 25 Sep 2006 17:09:58 -0400 (EDT) Subject: [rt-users] Q: How to change resolve template defaults In-Reply-To: References: Message-ID: <20060925170843.N50759@spaceball1.doogles.com> John-- At a quick glance, it looks like: Ticket/Elements/Tabs Line 152 appears to start the code which determines if the user has the right to modify the ticket, and if so, presents a link. It looks like it would be trivial to change ?Action=Comment to ?Action=Respond. I haven't tested this, but this seems to be the right path. -jd On Mon, 25 Sep 2006, John H. Nyhuis wrote: > Greetings, > > I am using RT 3.4, and when we resolve tickets, our final message is > saved as a comment by default. > Rather then bug our helpdesk personal to change this to "reply to > requestors" every time we close a ticket, I would like to change the default > from "comment" to "reply". > Does anyone know what file this would be specified in? > > Thanks, > > John H. Nyhuis > Sr. Computer Specialist > Dept. of Pediatrics > HS RR338, Box 356320 > University of Washington > Desk: (206)-685-3884 > cabal at u.washington.edu > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a > copy at http://rtbook.bestpractical.com > From KFCrocker at lbl.gov Mon Sep 25 17:32:48 2006 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 25 Sep 2006 14:32:48 -0700 Subject: [rt-users] Q: How to change resolve template defaults In-Reply-To: References: Message-ID: <45184B00.3000405@lbl.gov> John, Why not just modify the Resolve template to include the last comment made on the ticket (at resolve time)? Kenn LBNL John H. Nyhuis wrote: > Greetings, > > I am using RT 3.4, and when we resolve tickets, our final message is > saved as a comment by default. > Rather then bug our helpdesk personal to change this to "reply to > requestors" every time we close a ticket, I would like to change the > default from "comment" to "reply". > Does anyone know what file this would be specified in? > > Thanks, > > John H. Nyhuis > Sr. Computer Specialist > Dept. of Pediatrics > HS RR338, Box 356320 > University of Washington > Desk: (206)-685-3884 > cabal at u.washington.edu > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy > a copy at http://rtbook.bestpractical.com > From chand012 at mc.duke.edu Mon Sep 25 17:33:44 2006 From: chand012 at mc.duke.edu (David Chandek-Stark) Date: Mon, 25 Sep 2006 17:33:44 -0400 Subject: [rt-users] TimeEstimated search broken in version 3.6.1? In-Reply-To: Message-ID: Thanks, that did it! --David Jesse Vincent wrote on 09/25/2006 02:15:20 PM: > David, Can you try this patch for me? You'll need to stop and start > your webserver to activate the changes: > > === lib/RT/Tickets_Overlay.pm > ================================================================== > --- lib/RT/Tickets_Overlay.pm (revision 27804) > +++ lib/RT/Tickets_Overlay.pm (local) > @@ -112,6 +112,7 @@ > Priority => [ 'INT', ], > TimeLeft => [ 'INT', ], > TimeWorked => [ 'INT', ], > + TimeEstimated => [ 'INT', ], > MemberOf => [ 'LINK' => To => 'MemberOf', ], > DependsOn => [ 'LINK' => To => 'DependsOn', ], > RefersTo => [ 'LINK' => To => 'RefersTo', ], > > > > On Sep 25, 2006, at 1:06 PM, David Chandek-Stark wrote: > > > Searching on TimeEstimated throws this error: "Unknown field: > > TimeEstimated". I checked the database and field does exist in the > > Tickets > > table, so I assume there is something wrong with the RT code. > > > > Thanks, > > 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 > > > > [attachment "PGP.sig" deleted by David Chandek- > Stark/Libraries/Provost/Academic/Univ/Duke] From David.Choy at principleone.com Mon Sep 25 21:32:24 2006 From: David.Choy at principleone.com (David Choy) Date: Tue, 26 Sep 2006 09:32:24 +0800 Subject: [rt-users] RT Asset Tracker - Bulk data import Message-ID: An HTML attachment was scrubbed... URL: From jokermjs19 at comcast.net Mon Sep 25 22:17:45 2006 From: jokermjs19 at comcast.net (Mathew) Date: Mon, 25 Sep 2006 22:17:45 -0400 Subject: [rt-users] TimeEstimated search broken in version 3.6.1? In-Reply-To: References: Message-ID: <45188DC9.7020401@comcast.net> Jesse Vincent wrote: > David, Can you try this patch for me? You'll need to stop and start your > webserver to activate the changes: > > === lib/RT/Tickets_Overlay.pm > ================================================================== > --- lib/RT/Tickets_Overlay.pm (revision 27804) > +++ lib/RT/Tickets_Overlay.pm (local) > @@ -112,6 +112,7 @@ > Priority => [ 'INT', ], > TimeLeft => [ 'INT', ], > TimeWorked => [ 'INT', ], > + TimeEstimated => [ 'INT', ], > MemberOf => [ 'LINK' => To => 'MemberOf', ], > DependsOn => [ 'LINK' => To => 'DependsOn', ], > RefersTo => [ 'LINK' => To => 'RefersTo', ], > > > > On Sep 25, 2006, at 1:06 PM, David Chandek-Stark wrote: > >> Searching on TimeEstimated throws this error: "Unknown field: >> TimeEstimated". I checked the database and field does exist in the >> Tickets >> table, so I assume there is something wrong with the RT code. >> >> Thanks, >> 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 >> > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com While slightly off topic but still somewhat on, what is the status of the error thrown by searching on RequestorEmailAddress. I've lost track of that one. -- Mathew From lengyel at gmail.com Mon Sep 25 22:31:02 2006 From: lengyel at gmail.com (Florian Lengyel) Date: Mon, 25 Sep 2006 22:31:02 -0400 Subject: [rt-users] RT Asset Tracker - Bulk data import In-Reply-To: References: Message-ID: Pardon me, but what is the asset tracker? I have a need for such a thing (if this is to keep track of hardware and installed software) within RT. I'm running RT 3.4.5 (I'm disinclined to upgrade as this is running very well). FL On 9/25/06, David Choy wrote: > > Dear all, > > I have made use of the Asset Tracker on the RT system. I noticed that it > can export the raw data from RTAsset to Excel. Just wonder if there is any > method to import raw bulk data back on it. I checked on the Wiki * > http://atwiki.chaka.net* and didn't find any > note regarding this. I am running RT version: 3.5.5. I appreciate if > someone can share their experience and knowledge on this. > > Best regards, > David Choy > > Principle One Limited > Room 5611-5612, The Center, 99 Queen's Road Central, Central, Hong Kong > P: +852 3555-2259 F: +852 3555-2222 M: +852 9880-1276 > *www.principleone.net* > > Hong Kong . Singapore . Tokyo > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 David.Choy at principleone.com Mon Sep 25 22:37:50 2006 From: David.Choy at principleone.com (David Choy) Date: Tue, 26 Sep 2006 10:37:50 +0800 Subject: [rt-users] RT Asset Tracker - Bulk data import Message-ID: Florian, Asset Tracker under RT is designed to keep track of assets such as: servers, switches, desktops, or anything else. You can refer to the wiki http://atwiki.chaka.net/ and/or http://rt.chaka.net/AssetTracker/index.html?user=guest&pass=guest to gather more information. Best regards, David Principle One Limited Room 5611-5612, The Center, 99 Queen's Road Central, Central, Hong Kong P: +852 3555-2259 F: +852 3555-2222 M: +852 9880-1276 www.principleone.net Hong Kong . Singapore . Tokyo ________________________________ From: Florian Lengyel [mailto:lengyel at gmail.com] Sent: Tuesday, September 26, 2006 10:31 AM To: David Choy Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT Asset Tracker - Bulk data import Pardon me, but what is the asset tracker? I have a need for such a thing (if this is to keep track of hardware and installed software) within RT. I'm running RT 3.4.5 (I'm disinclined to upgrade as this is running very well). FL On 9/25/06, David Choy wrote: Dear all, I have made use of the Asset Tracker on the RT system. I noticed that it can export the raw data from RTAsset to Excel. Just wonder if there is any method to import raw bulk data back on it. I checked on the Wiki http://atwiki.chaka.net and didn't find any note regarding this. I am running RT version: 3.5.5. I appreciate if someone can share their experience and knowledge on this. Best regards, David Choy Principle One Limited Room 5611-5612, The Center, 99 Queen's Road Central, Central, Hong Kong P: +852 3555-2259 F: +852 3555-2222 M: +852 9880-1276 www.principleone.net Hong Kong . Singapore . Tokyo _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 frankie at easyrider.com Mon Sep 25 22:13:21 2006 From: frankie at easyrider.com (Frank Saxton) Date: Mon, 25 Sep 2006 19:13:21 -0700 Subject: [rt-users] Moving RT off of the root URL In-Reply-To: <4517EB73.90502@latnet.lv> References: <7.0.1.0.0.20060924091155.01db5670@easyrider.com> <4517EB73.90502@latnet.lv> Message-ID: <7.0.1.0.0.20060925190654.019f88b0@Easyrider.com> At 07:45 AM 9/25/2006, Uldis Koskins wrote: >Frank Saxton wrote: > > Well, it's the "blah, blah, blah" that I need help with. I'm not the > > brightest guy in the world but if it was a simple one line change I > > wouldn't be wasting everyone's time. > > > > I spent a couple of days trying all types of different combinations and > > got it close to working but there were always problems. Since I assume > > that very few people here are running RT off of the root URL, I figured > > it would be faster to just ask the experts here. That was 3 weeks ago.... > > > > My current httpd config is at the bottom and my RT_SiteConfig.pm is > > plain vanilla, per the install instructions. > > > > I've done this with earlier versions of 3.4 and older RT with no > > problems, making a couple of simple alias changes. Apparently something > > changed in the way Best Practical built 3.5 or 3.6. I wouldn't care so > > much except that the current ScriptAlias setting breaks all of the other > > web sites on this server :( > > > > Having a great deal of difficulty getting anyone to help me with this. > >im running 3.6 here, so maybe u could try this thingie :) > >FastCgiIpcDir /tmp >FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 360 -processes 2 > >ServerName bigserver.com >DocumentRoot /bigservers_stuff > > AllowOverride All > >#<-- rt stuff >AddHandler fastcgi-script fcgi > > AddDefaultCharset UTF-8 > >Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ >ScriptAlias /theplacewhereiwanttoseeRT/ /opt/rt3/bin/mason_handler.fcgi/ > > SetHandler fastcgi-script > Options +ExecCGI > >#--> rt stuff end > > >-- >Regards, >Uldis Koskins Thanks very much for getting back to me. Here's mine which works fine as http://localhost The only big difference I see is changing ScriptAlias, which I did and it sort of, kind of worked, but not really. Jesse indicated that this is a bug in the code and if you're not seeing the problem in 3.6 then it must be only 3.6.1 that has the problem. I've invested/wasted a lot of time working on this with no success so it's sounding like the solution is to wait for the next release. Very much appreciate your help though! Alias /rt/ "/opt/rt3/share/html/" FastCgiIpcDir /tmp FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 4 NameVirtualHost *:80 ServerName patrol.vigilancemonitoring.com DocumentRoot /opt/rt3/share/html/ AddDefaultCharset UTF-8 AddHandler fastcgi-script .fcgi Options FollowSymLinks ExecCGI AllowOverride None Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ From twilson at buffalo.k12.mn.us Mon Sep 25 23:52:59 2006 From: twilson at buffalo.k12.mn.us (Tim Wilson) Date: Mon, 25 Sep 2006 22:52:59 -0500 Subject: [rt-users] [ITIL] Queue configuration for ITIL processes Message-ID: <45185DCA.F8B4.0061.0@buffalo.k12.mn.us> Hi everyone, After successfully installing RT 3.6.1, Asset Tracker, and RTFM, I started configuring RT to work with the ITIL processes that we're going to be implementing in my organization. Not surprisingly I set up the following queues: * Support (i.e., "Incidents") * Problems * Changes * Releases I also created an "RFC" Asset Type in Asset Tracker. I'm wondering what kind of cool scrip automation has been done in creating new tickets in various queues. For example, imagine a work flow like this: 1. An RFC is created and stored in Asset Tracker 2. Once the RFC is worked out, an RFC status custom field is set to "Approved" 3. Setting the custom field to approved automatically creates a new ticket in "Changes" which is linked back to the RFC. 4. After the change process is worked out and approved, a new ticket is created in "Releases" and linked to the changes ticket. 5. Release is completed and the ticket resolved, related change ticket is resolved, and RFC is marked "completed." I'm not enough of a scrip wizard yet to have a real clear idea of how this would go. I'm pretty sure that the ticket creation and linking can be automated. Has anyone implemented something like this? -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 johan at spelaroll.se Mon Sep 25 23:29:21 2006 From: johan at spelaroll.se (Johan Fredin) Date: Tue, 26 Sep 2006 05:29:21 +0200 Subject: [rt-users] RT 3.4.5: Warnings from Transaction_Overlay.pm after perl upgrades Message-ID: <45189E91.1010406@spelaroll.se> Hello rt-users I've been running RT 3.4.5 on OpenBSD 3.8 for about a year now. Today I decided to upgrade to the upcoming OpenBSD 4.0, and with that got newer versions of most perl modules. I run RT 3.4.5 on Apache 1.3.29 (OpenBSD modified) with mod_perl-1.29 and MySQL 5.0.22. All users are local RT-users. The perl version used in OpenBSD 3.8 was 5.8.6, in 4.0 it's 5.8.8. Since this upgrade, I see a load of this in the rt log: [Tue Sep 26 02:57:57 2006] [warning]: Use of uninitialized value in pattern match (m//) at /var/www/rt3.4.5/lib/RT/Transaction_Overlay.pm line 1041. (/var/www/rt3.4.5/lib/RT.pm:287) The warning appear every time I inspect a ticket to watch is history. It seems as if there's a warning for every transaction listed in the history. At first I figured it was my strange looking swedish characters causing the warning, but I've tried creating a ticket without any of those chars at all, without change. I've tried emptying the mason cache and taking out the few customizations I've done (date format, rt at a glance changes), but the warnings still appear in the log. This is my first post to rt-users, I really don't know what kind of info would be helpful in troubleshooting this. Please hit me with a cluebat if you need any info. I'd really appreciate any pointers in getting this annoying warning to stop filling my log. Thanks in advance! /Johan From michael at youramigo.com Tue Sep 26 01:04:39 2006 From: michael at youramigo.com (Michael Brader) Date: Tue, 26 Sep 2006 14:34:39 +0930 Subject: [rt-users] file: URL in Children field causes 'Can't call method "Id"' error in Display page Message-ID: <17688.46311.166937.54083@youramigo.com> Jesse wrote: >On Wed, Sep 20, 2006 at 01:47:45PM -0600, Worsley, John wrote: >> Hi all, >> >> [...] >> >> I can use any of the Links fields except Children, but the Children >> field seems the most appropriate. The problem is, I put a file: URL >> in the Children field, and when I'm on the ModifyLinks page >> everything looks fine, but when I switch back to Display, the page >> draws okay until it gets to the Links section, where it displays a >> System Error in place of the Links section. This does not occur >> with any of the other Links fields. I have pasted the error text >> below. > > I'm almost certain that this was fixed for 3.4.5. But I'd probably > use "Refers to" rather than children, myself. This problem still occurs in 3.6.1 with non local URLs of any type. If you copy share/html/Ticket/Elements/ShowMembers to local/html/Ticket/Elements/ and apply the following patch, you should be OK. I'm not sure whether this is the best way to do it, but it works for us here. --- local/html/Ticket/Elements/ShowMembers.orig 2006-06-19 22:44:04.000000000 +0000 +++ local/html/Ticket/Elements/ShowMembers 2006-09-26 04:50:07.000000000 +0000 @@ -46,12 +46,18 @@ % if ($members->Count) {
      % while (my $link = $members->Next) { +% if ($link->LocalBase) { % my $member= $link->BaseObj;
    • <%$member->Id%>: <%$member->Subject%> [<%loc($member->Status)%>]
      % if ($depth < 8) { <&/Ticket/Elements/ShowMembers, Ticket => $member, depth => ($depth+1) &> % } % } +% else { +% my $url = $link->Base; +
    • <%$url%>
      +% } +% }
    % } -- Michael Brader michael.brader at youramigo.com IMPORTANT - This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information in which case neither is intended to be waived. YourAmigo retains ownership of all copyright, trade secrets and other intellectual property rights in the email and attachments. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please notify us and remove it from your system. It is your responsibility to check any attachments for viruses and defects before opening or sending them on. YourAmigo collects personal information to provide and market our services. For more information about use, disclosure and access, see our privacy policy at http://www.youramigo.com From torsten.brumm at googlemail.com Tue Sep 26 02:24:45 2006 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Tue, 26 Sep 2006 08:24:45 +0200 Subject: [rt-users] RT Asset Tracker - Bulk data import In-Reply-To: References: Message-ID: Hi David, have a look onto the Contributed Scrips Site from Todd: http://atwiki.chaka.net/index.cgi?ContributedScripts There is a scrip for raw/mass import. It works good so far. Torsten 2006/9/26, David Choy : > > Dear all, > > I have made use of the Asset Tracker on the RT system. I noticed that it > can export the raw data from RTAsset to Excel. Just wonder if there is any > method to import raw bulk data back on it. I checked on the Wiki * > http://atwiki.chaka.net* and didn't find any > note regarding this. I am running RT version: 3.5.5. I appreciate if > someone can share their experience and knowledge on this. > > Best regards, > David Choy > > Principle One Limited > Room 5611-5612, The Center, 99 Queen's Road Central, Central, Hong Kong > P: +852 3555-2259 F: +852 3555-2222 M: +852 9880-1276 > *www.principleone.net* > > Hong Kong . Singapore . Tokyo > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 bijayant4u at yahoo.com Tue Sep 26 02:43:55 2006 From: bijayant4u at yahoo.com (bijayant kumar) Date: Tue, 26 Sep 2006 07:43:55 +0100 (BST) Subject: [rt-users] how to use RT effectively Message-ID: <20060926064355.94222.qmail@web32710.mail.mud.yahoo.com> Hi, I have successfully installed RT-3.6.1. Now, my question is, is there any administrator and user guide on RT? If yes, than please provide me or give me the links. 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 john.habermann at wilderness.org.au Tue Sep 26 08:57:12 2006 From: john.habermann at wilderness.org.au (john habermann) Date: Tue, 26 Sep 2006 22:57:12 +1000 Subject: [rt-users] how to use RT effectively In-Reply-To: <20060926064355.94222.qmail@web32710.mail.mud.yahoo.com> References: <20060926064355.94222.qmail@web32710.mail.mud.yahoo.com> Message-ID: Hi Bijayant On 9/26/06, bijayant kumar wrote: > Hi, > I have successfully installed RT-3.6.1. Now, my question is, is there > any administrator and user guide on RT? If yes, than please provide me or > give me the links. Thanks in advance. The best thing user and administrator guide I can think of is the RT Essentials book which you can see linked to off the bestpractical.com/rt website. It is also available through Oreilly's online library safari and provides lots of information of how you can use rt and how things work. There is also wiki.bestpractical.com which has lots of useful information and ideas on how people use rt. cheers John > > > Bijayant Kumar > > Send instant messages to your online friends http://uk.messenger.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 > > -- John Habermann Internet Programmer, System Administrator The Wilderness Society Inc http://www.wilderness.org.au From jfenner at vitamix.com Tue Sep 26 09:11:48 2006 From: jfenner at vitamix.com (Jason Fenner) Date: Tue, 26 Sep 2006 09:11:48 -0400 Subject: [rt-users] Problem with 10 highest priority tickets I own area In-Reply-To: <00ce01c6e0d9$15c47740$3e7a0280@cmg.win.cmu.edu> References: <00ce01c6e0d9$15c47740$3e7a0280@cmg.win.cmu.edu> Message-ID: <45192714.2010205@vitamix.com> As discussed on the list earlier, this is because the wrong variable is stored in the mime encoded string within the Attributes table. However, can someone post the exact method used to create the correct mime encoded string and update the Attributes table with it? Also, I am curious; why does the Attributes table have it's contents column mime encoded at all? Jason aka: axelilly Jasen M. Lentz wrote: > Under 10 highest priority tickets I own, if I click on the subject, RT does > not use the correct path and I get a not found. If I click on the number, > it works fine. What am I missing? It appears to lose the webpath. > > Thanks! > > > ---------------------------------------------------------------------------- > --- > Jasen M. Lentz > Senior Electronics Technician > Computer Maintenance Group, Computing Services > Carnegie-Mellon University > 4910 Forbes Ave > CYH-A71 > Pittsburgh, PA 15213 > Phone: 412-268-3823 (Shared Extension) > Cell: 412-848-5612 > CompTIA A+ and Server+ Certified Hardware Technician > > -----BEGIN GEEK CODE BLOCK----- > Version: 3.12 > GCS/CM/IT d(+) s+:+ a- C++++$ ULS+ P L+ E--- W++ N++ o K- w > O- M-- V-- PS+ PE++ Y PGP t+ 5+ X-- R- tv++ b++ DI+++ D++ > G e++ h--- r+++ y+++ > ------END GEEK CODE BLOCK------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Tue Sep 26 09:18:16 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 26 Sep 2006 09:18:16 -0400 Subject: [rt-users] Problem with 10 highest priority tickets I own area In-Reply-To: <45192714.2010205@vitamix.com> References: <00ce01c6e0d9$15c47740$3e7a0280@cmg.win.cmu.edu> <45192714.2010205@vitamix.com> Message-ID: <20060926131816.GZ10042@bestpractical.com> > curious; why does the Attributes table have it's contents column mime > encoded at all? It's a perl data structure. From WKelleher at everestsoftwareinc.com Tue Sep 26 09:10:22 2006 From: WKelleher at everestsoftwareinc.com (William Kelleher) Date: Tue, 26 Sep 2006 09:10:22 -0400 Subject: [rt-users] New RT look and feel Message-ID: I used RT starting back in Version 2.x and the last time I installed and used it was 3.2 or so. I had another team setup the latest version 3.6.x and the web pages look a lot different than the last time I was running RT. They looked like the screen shots on bestpractical.com. I am wondering if this is the way it is supposed to be or can we select the old look and feel. I like the menu on the left not on top. Thanks in advance William Kelleher Network Engineer -------------- next part -------------- An HTML attachment was scrubbed... URL: From jmain at ssmg.org Tue Sep 26 09:25:16 2006 From: jmain at ssmg.org (Judson Main) Date: Tue, 26 Sep 2006 09:25:16 -0400 Subject: [rt-users] different status' in 3.6.1 Message-ID: <26692.1159277116@ssmg.org> I dug through old e-mails around here over the last couple of days in an attempt to get custom status' to work. One e-mail said to create a Queue_Local.pm and make adjustments/additions there. I've tried every combination known to man, but cannot get any status to change. I got desperate and directly edited Queue_Overlay, but that too has not worked. I have stopped and started the apache server each time a change is made, and have double-checked ownerships and permissions. Ticket_Overlay.pm's code appears to hard-code status' now. Additional insight would be much appreciated. Thanks folks! Judson Main From jfenner at vitamix.com Tue Sep 26 09:27:44 2006 From: jfenner at vitamix.com (Jason Fenner) Date: Tue, 26 Sep 2006 09:27:44 -0400 Subject: [rt-users] how to use RT effectively In-Reply-To: References: <20060926064355.94222.qmail@web32710.mail.mud.yahoo.com> Message-ID: <45192AD0.1070305@vitamix.com> I agree. The book is excellent, you should buy it. Also, by buying the book your are helping to support the project in a small way. Also, you may want to take a look at: http://wiki.bestpractical.com/index.cgi?Documentation Jason aka: axelilly john habermann wrote: > Hi Bijayant > > On 9/26/06, bijayant kumar wrote: >> Hi, >> I have successfully installed RT-3.6.1. Now, my question is, is >> there >> any administrator and user guide on RT? If yes, than please provide >> me or >> give me the links. Thanks in advance. > > The best thing user and administrator guide I can think of is the RT > Essentials book which you can see linked to off the > bestpractical.com/rt website. It is also available through Oreilly's > online library safari and provides lots of information of how you can > use rt and how things work. There is also wiki.bestpractical.com which > has lots of useful information and ideas on how people use rt. > > cheers > John >> >> >> Bijayant Kumar >> >> Send instant messages to your online friends >> http://uk.messenger.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 rfh at pipex.net Tue Sep 26 09:29:49 2006 From: rfh at pipex.net (Roy El-Hames) Date: Tue, 26 Sep 2006 14:29:49 +0100 Subject: [rt-users] different status' in 3.6.1 In-Reply-To: <26692.1159277116@ssmg.org> References: <26692.1159277116@ssmg.org> Message-ID: <45192B4D.1030001@pipex.net> I don't quite understand what are you after, do you want to add another Status ?? if yes then you need to look in RT_Config.pm @ActiveStatus = qw(new open stalled) unless @ActiveStatus; @InactiveStatus = qw(resolved rejected deleted) unless @InactiveStatus; Copy whatever the appropriate for you to RT_SiteConfig.pm and add your custom status: ie @ActiveStatus = qw(new open stalled newstatus) unless @ActiveStatus; Regards; Roy Judson Main wrote: > > I dug through old e-mails around here over the last couple of days in an attempt > to get custom status' to work. > > One e-mail said to create a Queue_Local.pm and make adjustments/additions there. > I've tried every combination known to man, but cannot get any status to change. > I got desperate and directly edited Queue_Overlay, but that too has not worked. > I have stopped and started the apache server each time a change is made, and > have double-checked ownerships and permissions. > > Ticket_Overlay.pm's code appears to hard-code status' now. > > Additional insight would be much appreciated. > > Thanks folks! > > Judson Main > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 jokermjs19 at comcast.net Tue Sep 26 09:25:23 2006 From: jokermjs19 at comcast.net (Mathew) Date: Tue, 26 Sep 2006 09:25:23 -0400 Subject: [rt-users] New RT look and feel In-Reply-To: References: Message-ID: <45192A43.7040505@comcast.net> William Kelleher wrote: > I used RT starting back in Version 2.x and the last time I installed and > used it was 3.2 or so. I had another team setup the latest version 3.6.x > and the web pages look a lot different than the last time I was running > RT. They looked like the screen shots on bestpractical.com. I am > wondering if this is the way it is supposed to be or can we select the > old look and feel. I like the menu on the left not on top. > > > > Thanks in advance > > *William Kelleher* > Network Engineer > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com In etc/RT_Siteconfig.pm is a setting for the CSS configuration. You can use either the new 3.5 layout or the "3.4-compat" layout. -- Mathew From torsten.brumm at kuehne-nagel.com Tue Sep 26 09:32:39 2006 From: torsten.brumm at kuehne-nagel.com (Torsten Brumm) Date: Tue, 26 Sep 2006 15:32:39 +0200 Subject: [rt-users] New RT look and feel In-Reply-To: Message-ID: <009801c6e170$3ccc8160$61fd3f0a@dew04141> In RT_SiteConfig you can choose also the "old" Style from RT 3.x Mit freundlichen Gruessen / With kindest regards Torsten Brumm Kuehne + Nagel Ferdinand Strasse 29-33 20095 Hamburg Germany Tel: +49 40 329 15 199 Fax: +49 40 329 15 500 Www: www.kuehne-nagel.com > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of William Kelleher > Sent: Tuesday, September 26, 2006 3:10 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] New RT look and feel > > I used RT starting back in Version 2.x and the last time I > installed and used it was 3.2 or so. I had another team setup > the latest version 3.6.x and the web pages look a lot > different than the last time I was running RT. They looked > like the screen shots on bestpractical.com. I am wondering if > this is the way it is supposed to be or can we select the old > look and feel. I like the menu on the left not on top. > > > > Thanks in advance > > William Kelleher > Network Engineer > > > > > > From jmain at ssmg.org Tue Sep 26 10:47:24 2006 From: jmain at ssmg.org (Judson Main) Date: Tue, 26 Sep 2006 10:47:24 -0400 Subject: [rt-users] different status' in 3.6.1 Message-ID: <48196.1159282044@ssmg.org> Ah! That's exactly what I was looking for. The original e-mail discussing changing status' talked only about /opt/rt3/lib/RT/Queue_Overlay.pm and making a local file called Queue_Local.pm and doing essentially what you just outlined. Apparently between that version and 3.6.1 there was a change. THANKS! Jud On Tue Sep 26 9:29 , Roy El-Hames sent: >I don't quite understand what are you after, do you want to add another >Status ?? if yes then you need to look in RT_Config.pm >@ActiveStatus = qw(new open stalled) unless @ActiveStatus; >@InactiveStatus = qw(resolved rejected deleted) unless @InactiveStatus; >Copy whatever the appropriate for you to RT_SiteConfig.pm and add your >custom status: ie >@ActiveStatus = qw(new open stalled newstatus) unless @ActiveStatus; > >Regards; >Roy >Judson Main wrote: >> >> I dug through old e-mails around here over the last couple of days in an attempt >> to get custom status' to work. >> >> One e-mail said to create a Queue_Local.pm and make adjustments/additions there. >> I've tried every combination known to man, but cannot get any status to change. >> I got desperate and directly edited Queue_Overlay, but that too has not worked. >> I have stopped and started the apache server each time a change is made, and >> have double-checked ownerships and permissions. >> >> Ticket_Overlay.pm's code appears to hard-code status' now. >> >> Additional insight would be much appreciated. >> >> Thanks folks! >> >> Judson Main >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 sschwerdhoefer at multamedio.de Tue Sep 26 11:17:36 2006 From: sschwerdhoefer at multamedio.de (Sebastian Schwerdhoefer) Date: Tue, 26 Sep 2006 17:17:36 +0200 (CEST) Subject: [rt-users] Sort Order of Custom Fields in rt 3.6.1 Message-ID: <5489525.1159283856384.SLOX.WebMail.wwwrun@imap.multamedio.de> Jesse Vincent wrote: >> Since I installed 3.6.1 our custom order of our Custom Fields >> (Configuration -> Queues -> -> Ticket Custom Fields) is >> simply ignored, when one views or edits a Ticket. >> >> 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. PS: Excuse me for beeing late, i overlooked your mail. So my boss had to notify me of your mail! Shame on myself... From jlentz at andrew.cmu.edu Tue Sep 26 12:02:11 2006 From: jlentz at andrew.cmu.edu (Jasen M. Lentz) Date: Tue, 26 Sep 2006 12:02:11 -0400 Subject: [rt-users] Problem with 10 highest priority tickets I own area In-Reply-To: <20060926131816.GZ10042@bestpractical.com> Message-ID: <004401c6e185$2026c6f0$3e7a0280@cmg.win.cmu.edu> If you go into the searches section, and edit the [_1] highest priority tickets I own search, there is the incorrect path located in that area. You fix the path and save it. It then displays as it should. JML -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Tuesday, September 26, 2006 9:18 AM To: Jason Fenner Cc: Jasen M. Lentz; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Problem with 10 highest priority tickets I own area > curious; why does the Attributes table have it's contents column mime > encoded at all? It's a perl data structure. From jlim at sullung.com Tue Sep 26 12:22:17 2006 From: jlim at sullung.com (Justin Lim) Date: Tue, 26 Sep 2006 11:22:17 -0500 Subject: [rt-users] search Message-ID: <003701c6e187$f0e26040$6401a8c0@home> I noticed that when you do a quick search from the homepage of RT that it only searchs the open tickets. Is there a way to include ALL tickets opened/closed/resolved/etc ? Thanks Justin -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at it.is.rice.edu Tue Sep 26 12:37:23 2006 From: ktm at it.is.rice.edu (Kenneth Marshall) Date: Tue, 26 Sep 2006 11:37:23 -0500 Subject: [rt-users] New RT look and feel In-Reply-To: <009801c6e170$3ccc8160$61fd3f0a@dew04141> References: <009801c6e170$3ccc8160$61fd3f0a@dew04141> Message-ID: <20060926163723.GG22081@it.is.rice.edu> Is there any possibility of making the "skin" a Preferences option and not hard-coded by the configuration file? We have users wedded to the original setup and others that prefer the new style. Ken On Tue, Sep 26, 2006 at 03:32:39PM +0200, Torsten Brumm wrote: > In RT_SiteConfig you can choose also the "old" Style from RT 3.x > > Mit freundlichen Gruessen / With kindest regards > > Torsten Brumm > > Kuehne + Nagel > Ferdinand Strasse 29-33 > 20095 Hamburg > Germany > > Tel: +49 40 329 15 199 > Fax: +49 40 329 15 500 > Www: www.kuehne-nagel.com > > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > > Of William Kelleher > > Sent: Tuesday, September 26, 2006 3:10 PM > > To: rt-users at lists.bestpractical.com > > Subject: [rt-users] New RT look and feel > > > > I used RT starting back in Version 2.x and the last time I > > installed and used it was 3.2 or so. I had another team setup > > the latest version 3.6.x and the web pages look a lot > > different than the last time I was running RT. They looked > > like the screen shots on bestpractical.com. I am wondering if > > this is the way it is supposed to be or can we select the old > > look and feel. I like the menu on the left not on top. > > > > > > > > Thanks in advance > > > > William Kelleher > > Network Engineer > > > > > > > > > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 nate at seekio.com Tue Sep 26 13:06:31 2006 From: nate at seekio.com (Nate) Date: Tue, 26 Sep 2006 10:06:31 -0700 Subject: [rt-users] New RT look and feel In-Reply-To: <20060926163723.GG22081@it.is.rice.edu> References: <009801c6e170$3ccc8160$61fd3f0a@dew04141> <20060926163723.GG22081@it.is.rice.edu> Message-ID: <45195E17.3060006@seekio.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I'll second this request. Nate Kenneth Marshall wrote: > Is there any possibility of making the "skin" a Preferences option > and not hard-coded by the configuration file? We have users wedded > to the original setup and others that prefer the new style. > > Ken > > On Tue, Sep 26, 2006 at 03:32:39PM +0200, Torsten Brumm wrote: >> In RT_SiteConfig you can choose also the "old" Style from RT 3.x >> >> Mit freundlichen Gruessen / With kindest regards >> >> Torsten Brumm >> >> Kuehne + Nagel >> Ferdinand Strasse 29-33 >> 20095 Hamburg >> Germany >> >> Tel: +49 40 329 15 199 >> Fax: +49 40 329 15 500 >> Www: www.kuehne-nagel.com >> >> >>> -----Original Message----- >>> From: rt-users-bounces at lists.bestpractical.com >>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf >>> Of William Kelleher >>> Sent: Tuesday, September 26, 2006 3:10 PM >>> To: rt-users at lists.bestpractical.com >>> Subject: [rt-users] New RT look and feel >>> >>> I used RT starting back in Version 2.x and the last time I >>> installed and used it was 3.2 or so. I had another team setup >>> the latest version 3.6.x and the web pages look a lot >>> different than the last time I was running RT. They looked >>> like the screen shots on bestpractical.com. I am wondering if >>> this is the way it is supposed to be or can we select the old >>> look and feel. I like the menu on the left not on top. >>> >>> >>> >>> Thanks in advance >>> >>> William Kelleher >>> Network Engineer >>> >>> >>> >>> >>> >>> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.2.2 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFFGV4WRMRYK1K/wKQRAnrPAJ4pNTMYjD7PxLNEJ5Vdcr9HmT7HmgCfTTWh BWOhfyzXLRqFwT1prYy9W+s= =iT40 -----END PGP SIGNATURE----- From tomw at bnl.gov Tue Sep 26 13:11:01 2006 From: tomw at bnl.gov (Tomasz Wlodek) Date: Tue, 26 Sep 2006 13:11:01 -0400 (EDT) Subject: [rt-users] search In-Reply-To: <003701c6e187$f0e26040$6401a8c0@home> References: <003701c6e187$f0e26040$6401a8c0@home> Message-ID: On Tue, 26 Sep 2006, Justin Lim wrote: > I noticed that when you do a quick search from the homepage of RT that it > only searchs the open tickets. > > > > Is there a way to include ALL tickets opened/closed/resolved/etc ? > Go to "tickets" and use the query. Using the query builder you can search for any tickets you want using any criteria you want. Building the query it a bit tricky and hard to explain by e-mail, you have to experiment with it before you become an expert, but it is possible to learn it. Once you have built a query you can save it to use later, so if you have queries you use often you can customize your RT. Tom From a.nicols at lancs.ac.uk Tue Sep 26 14:53:58 2006 From: a.nicols at lancs.ac.uk (Andrew Nicols) Date: Tue, 26 Sep 2006 19:53:58 +0100 Subject: [rt-users] search In-Reply-To: References: <003701c6e187$f0e26040$6401a8c0@home> Message-ID: <60f3c11a0609261153x6acf6535pb962d16b70ca6c33@mail.gmail.com> Further to this, the Home Page Saved Searches are your friend: http://wiki.bestpractical.com/index.cgi?HomePageSavedSearches To save searches, you need permission to View Saved Searches and to Save them. I forget the exact permissions and I haven't got an RT instance to hand but you'll be looking in the Group Permissions for them, Andrew On 9/26/06, Tomasz Wlodek wrote: > > On Tue, 26 Sep 2006, Justin Lim wrote: > > > I noticed that when you do a quick search from the homepage of RT that > it > > only searchs the open tickets. > > > > > > > > Is there a way to include ALL tickets opened/closed/resolved/etc ? > > > > Go to "tickets" and use the query. Using the query builder you can search > for any tickets you want using any criteria you want. Building the query > it a bit tricky and hard to explain by e-mail, you have to experiment with > it before you become an expert, but it is possible to learn it. Once you > have built a query you can save it to use later, so if you have queries > you use often you can customize your RT. > > Tom > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Regards, Andrew Nicols -------------- next part -------------- An HTML attachment was scrubbed... URL: From john.worsley at xo.com Tue Sep 26 15:25:46 2006 From: john.worsley at xo.com (Worsley, John) Date: Tue, 26 Sep 2006 13:25:46 -0600 Subject: [rt-users] file: URL in Children field causes 'Can't call method"Id"' error in Display page In-Reply-To: <17688.46311.166937.54083@youramigo.com> Message-ID: Thanks! Will that fix work for 3.4.1? I intend to upgrade but it will be a while since the new version will be going on a Solaris box. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Michael Brader Sent: Monday, September 25, 2006 10:05 PM Jesse wrote: >On Wed, Sep 20, 2006 at 01:47:45PM -0600, Worsley, John wrote: >> Hi all, >> >> [...] >> >> I can use any of the Links fields except Children, but the Children >> field seems the most appropriate. The problem is, I put a file: URL >> in the Children field, and when I'm on the ModifyLinks page >> everything looks fine, but when I switch back to Display, the page >> draws okay until it gets to the Links section, where it displays a >> System Error in place of the Links section. This does not occur >> with any of the other Links fields. I have pasted the error text >> below. > > I'm almost certain that this was fixed for 3.4.5. But I'd probably > use "Refers to" rather than children, myself. This problem still occurs in 3.6.1 with non local URLs of any type. If you copy share/html/Ticket/Elements/ShowMembers to local/html/Ticket/Elements/ and apply the following patch, you should be OK. I'm not sure whether this is the best way to do it, but it works for us here. --- local/html/Ticket/Elements/ShowMembers.orig 2006-06-19 22:44:04.000000000 +0000 +++ local/html/Ticket/Elements/ShowMembers 2006-09-26 04:50:07.000000000 +0000 @@ -46,12 +46,18 @@ % if ($members->Count) {
      % while (my $link = $members->Next) { +% if ($link->LocalBase) { % my $member= $link->BaseObj;
    • <%$member->Id%>: <%$member->Subject%> [<%loc($member->Status)%>]
      % if ($depth < 8) { <&/Ticket/Elements/ShowMembers, Ticket => $member, depth => ($depth+1) &> % } % } +% else { +% my $url = $link->Base; +
    • <%$url%>
      +% } +% }
    % } -- Michael Brader michael.brader at youramigo.com From ryan.hardester at ci.tracy.ca.us Tue Sep 26 17:07:52 2006 From: ryan.hardester at ci.tracy.ca.us (Ryan Hardester) Date: Tue, 26 Sep 2006 14:07:52 -0700 Subject: [rt-users] Add Phone # to ticket info Message-ID: Is it possible to pull the "Work #" from the users info and put it in the ticket information? We are populating it from our active directory, and it would be hand to have easy access to the number to call the person. --Ryan Ryan Hardester Information Systems Technician II City Of Tracy From michael at youramigo.com Tue Sep 26 19:21:58 2006 From: michael at youramigo.com (Michael Brader) Date: Wed, 27 Sep 2006 08:51:58 +0930 Subject: [rt-users] file: URL in Children field causes 'Can't call method"Id"' error in Display page In-Reply-To: References: <17688.46311.166937.54083@youramigo.com> Message-ID: <17689.46614.352488.586295@youramigo.com> Worsley, John writes: > > Thanks! Will that fix work for 3.4.1? I don't know, but I'd guess it would. I got the method/member names rom RT Essentials so I doubt they're new. Why don't you give it a try? -- Michael Brader michael.brader at youramigo.com From paolo at actcom.net.il Tue Sep 26 19:26:27 2006 From: paolo at actcom.net.il (Paolo Supino) Date: Tue, 26 Sep 2006 19:26:27 -0400 Subject: [rt-users] database on separate system Message-ID: <4519B723.7090307@actcom.net.il> Hi I have a mysql database server already running on my lan and I want to use it for my RT system too. From whay I saw thus far the installation process assumes the database is local and I didn't see any documentation on setting up the RT database on a remote installation of mysql. Can anyone on the mailing list help me and save me the headache and time that it will take me to reverse egineer the installation so I can adapt it to running rt with a remote database? TIA Paolo From john.habermann at wilderness.org.au Tue Sep 26 19:32:11 2006 From: john.habermann at wilderness.org.au (john habermann) Date: Wed, 27 Sep 2006 09:32:11 +1000 Subject: [rt-users] updating screenshots on bestpractical.com Message-ID: Hi I was just looking at the screen shots on the Best Practical website and noticed that they where from the 3.0.5pre2 version of RT. Would be great if they could be updated to the latest version. cheers John -- John Habermann Internet Programmer, System Administrator The Wilderness Society Inc http://www.wilderness.org.au From hall at fas.sfu.ca Tue Sep 26 20:04:52 2006 From: hall at fas.sfu.ca (Gary Hall) Date: Tue, 26 Sep 2006 17:04:52 -0700 Subject: [rt-users] RT selectively not sending email Message-ID: <4519C024.8090002@fas.sfu.ca> The issue of multiple copies which Duncan mentions below can lead to problems when rt-mailgate fails if preventative measures are not taken. When procmail is configured to set EXITCODE to the rt-mailgate return code as specified below and rt-mailgate fails, procmail decides that recipe has failed and continues to try subsequent recipes in the file. If none succeeds, it will default to the DEFAULT action which, unless explicitly configured otherwise, is to put the message in the user's spool file. After delivering the message to the spool file, procmail exits and returns the value of EXITCODE to sendmail, causing sendmail to requeue the message. If RT is down for some time, a copy of the message is deposited in the spool file on each retry. If there are many messages, it can add up to a lot of disk space. One solution to this problem is to set DEFAULT to /dev/null, i.e., DEFAULT=/dev/null prior to the execution of the rt-mailgate recipes. Gary Duncan McEwan wrote: > We also use procmail here (to filter spam out of our RT queues). We > recently noticed that the default behaviour of procmail is to fail > silently (ie: return a status of 0) even if the rt-mailgate invocation > fails. This meant that if for some reason our RT server was temporarily > unavailable any incomming email sent to it by rt-mailgate would be > lost (not get created as a ticket and no bounce back to the sender) :-( > > So we changed our procmail recipes from > > :0 > |/usr/pkg/bin/rt-mailgate --queue bugs --action correspond --url ... > > to > > :0 > EXITCODE=|/usr/pkg/bin/rt-mailgate --queue bugs ... ; echo $? > > This causes procmail to return rt-mailgate's return code (ie: EX_TEMPFAIL) > back to sendmail. > > We did just encounter one situation where the same ticket got injected > into an RT queue multiple times because it stayed in our sendmail queue > even though RT had successfully created the ticket. We assume there > must be some situation where rt-mailgate can return EX_TEMPFAIL even > though it the ticket has been created. Although this is a little annoying > we figured it wasn't as bad as losing tickets. If it happens again we > will investigate in more detail. -- Gary Hall hall at fas.sfu.ca | Voice (604) 291-5925 Faculty of Applied Sciences | Fax (604) 291-5404 Simon Fraser University | Burnaby, B.C. V5A 1S6 | From taan at cryologic.com Tue Sep 26 20:20:18 2006 From: taan at cryologic.com (taan) Date: Wed, 27 Sep 2006 10:20:18 +1000 Subject: [rt-users] TicketSQL question Message-ID: <4519C3C2.2090704@cryologic.com> Is it possible to search for all tickets Resolved less than 2 weeks after Creation using ticketSQL? thanks Taan From ruslan.zakirov at gmail.com Tue Sep 26 20:35:59 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 27 Sep 2006 04:35:59 +0400 Subject: [rt-users] TicketSQL question In-Reply-To: <4519C3C2.2090704@cryologic.com> References: <4519C3C2.2090704@cryologic.com> Message-ID: <589c94400609261735g9c71f3er6798136c03048bbb@mail.gmail.com> No, only with custom code (using API). On 9/27/06, taan wrote: > Is it possible to search for all tickets Resolved less than 2 weeks > after Creation using ticketSQL? > > thanks > Taan > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Tue Sep 26 21:05:22 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 27 Sep 2006 05:05:22 +0400 Subject: [rt-users] database on separate system In-Reply-To: <4519B723.7090307@actcom.net.il> References: <4519B723.7090307@actcom.net.il> Message-ID: <589c94400609261805l320dc978ne8071496eab0de5a@mail.gmail.com> After make install step you must change RT_SiteConfig.pm and only then run make initdb. You're looking for next options: $DatabaseHost - mysql server $DatabasePort - mysql's port $DatabaseUser - user RT uses to connect to mysql in normal conditions $DatabasePassword - password of the above user $DatabaseName - name of the RT's DB And important for you option is $DatabaseRTHost - RT's host, when RT connects to mysql on remote host, mysql checks that client connects from this host. On 9/27/06, Paolo Supino wrote: > Hi > > I have a mysql database server already running on my lan and I want to > use it for my RT system too. From whay I saw thus far the installation > process assumes the database is local and I didn't see any documentation > on setting up the RT database on a remote installation of mysql. > Can anyone on the mailing list help me and save me the headache and > time that it will take me to reverse egineer the installation so I can > adapt it to running rt with a remote database? > > > > > TIA > Paolo > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Tue Sep 26 21:08:04 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 27 Sep 2006 05:08:04 +0400 Subject: [rt-users] New RT look and feel In-Reply-To: <20060926163723.GG22081@it.is.rice.edu> References: <009801c6e170$3ccc8160$61fd3f0a@dew04141> <20060926163723.GG22081@it.is.rice.edu> Message-ID: <589c94400609261808s72e34b14m1133dfa7b2bb34da@mail.gmail.com> This is implemented in RT-3.7 development branch. Each user can choose skin he likes. On 9/26/06, Kenneth Marshall wrote: > Is there any possibility of making the "skin" a Preferences option > and not hard-coded by the configuration file? We have users wedded > to the original setup and others that prefer the new style. > > Ken > > On Tue, Sep 26, 2006 at 03:32:39PM +0200, Torsten Brumm wrote: > > In RT_SiteConfig you can choose also the "old" Style from RT 3.x > > > > Mit freundlichen Gruessen / With kindest regards > > > > Torsten Brumm > > > > Kuehne + Nagel > > Ferdinand Strasse 29-33 > > 20095 Hamburg > > Germany > > > > Tel: +49 40 329 15 199 > > Fax: +49 40 329 15 500 > > Www: www.kuehne-nagel.com > > > > > > > -----Original Message----- > > > From: rt-users-bounces at lists.bestpractical.com > > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > > > Of William Kelleher > > > Sent: Tuesday, September 26, 2006 3:10 PM > > > To: rt-users at lists.bestpractical.com > > > Subject: [rt-users] New RT look and feel > > > > > > I used RT starting back in Version 2.x and the last time I > > > installed and used it was 3.2 or so. I had another team setup > > > the latest version 3.6.x and the web pages look a lot > > > different than the last time I was running RT. They looked > > > like the screen shots on bestpractical.com. I am wondering if > > > this is the way it is supposed to be or can we select the old > > > look and feel. I like the menu on the left not on top. > > > > > > > > > > > > Thanks in advance > > > > > > William Kelleher > > > Network Engineer > > > > > > > > > > > > > > > > > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: 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 > -- Best regards, Ruslan. From valery at podolsk.ru Wed Sep 27 01:18:56 2006 From: valery at podolsk.ru (=?koi8-r?B?98HMxdLJyiDowdLYy8/X?=) Date: Wed, 27 Sep 2006 09:18:56 +0400 Subject: [rt-users] Remove some text. Message-ID: <20060927051855.E9D07450CE@mhost.inetcomm.ru> Hi, all. Sorry for my poor English. I need RT to clip some text from message body. What can I do for it? From torsten.brumm at googlemail.com Wed Sep 27 02:54:53 2006 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Wed, 27 Sep 2006 08:54:53 +0200 Subject: [rt-users] Remove some text. In-Reply-To: <20060927051855.E9D07450CE@mhost.inetcomm.ru> References: <20060927051855.E9D07450CE@mhost.inetcomm.ru> Message-ID: Hi Valery, what exactly do you plan? will you remove some text? Then i think procmail or something like this is better,. Or will you grep some text and do something with the text inside RT? Torsten 2006/9/27, ??????? ??????? : > > Hi, all. > > Sorry for my poor English. > > I need RT to clip some text from message body. What can I do for 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 > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at googlemail.com Wed Sep 27 03:00:07 2006 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Wed, 27 Sep 2006 09:00:07 +0200 Subject: [rt-users] New RT look and feel In-Reply-To: <589c94400609261808s72e34b14m1133dfa7b2bb34da@mail.gmail.com> References: <009801c6e170$3ccc8160$61fd3f0a@dew04141> <20060926163723.GG22081@it.is.rice.edu> <589c94400609261808s72e34b14m1133dfa7b2bb34da@mail.gmail.com> Message-ID: @Ruslan: can we easily port back this skin function per user to RT 3.6.x ? This is really something i'm looking for! When will 3.7 be stable ;-) ? Torsten 2006/9/27, Ruslan Zakirov : > > This is implemented in RT-3.7 development branch. Each user can choose > skin he likes. > > On 9/26/06, Kenneth Marshall wrote: > > Is there any possibility of making the "skin" a Preferences option > > and not hard-coded by the configuration file? We have users wedded > > to the original setup and others that prefer the new style. > > > > Ken > > > > On Tue, Sep 26, 2006 at 03:32:39PM +0200, Torsten Brumm wrote: > > > In RT_SiteConfig you can choose also the "old" Style from RT 3.x > > > > > > Mit freundlichen Gruessen / With kindest regards > > > > > > Torsten Brumm > > > > > > Kuehne + Nagel > > > Ferdinand Strasse 29-33 > > > 20095 Hamburg > > > Germany > > > > > > Tel: +49 40 329 15 199 > > > Fax: +49 40 329 15 500 > > > Www: www.kuehne-nagel.com > > > > > > > > > > -----Original Message----- > > > > From: rt-users-bounces at lists.bestpractical.com > > > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > > > > Of William Kelleher > > > > Sent: Tuesday, September 26, 2006 3:10 PM > > > > To: rt-users at lists.bestpractical.com > > > > Subject: [rt-users] New RT look and feel > > > > > > > > I used RT starting back in Version 2.x and the last time I > > > > installed and used it was 3.2 or so. I had another team setup > > > > the latest version 3.6.x and the web pages look a lot > > > > different than the last time I was running RT. They looked > > > > like the screen shots on bestpractical.com. I am wondering if > > > > this is the way it is supposed to be or can we select the old > > > > look and feel. I like the menu on the left not on top. > > > > > > > > > > > > > > > > Thanks in advance > > > > > > > > William Kelleher > > > > Network Engineer > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Community help: http://wiki.bestpractical.com > > > Commercial support: 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 > > > > > -- > 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 Wed Sep 27 03:04:42 2006 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Wed, 27 Sep 2006 09:04:42 +0200 Subject: [rt-users] Add Phone # to ticket info In-Reply-To: References: Message-ID: Hmm, useally this is be done by the More About Window i think. But you can enhance this Module with the needed information. Torsten 2006/9/26, Ryan Hardester : > > Is it possible to pull the "Work #" from the users info and put it in > the ticket information? We are populating it from our active directory, > and it would be hand to have easy access to the number to call the > person. > > --Ryan > > Ryan Hardester > Information Systems Technician II > City Of Tracy > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From pascal.gouin at groupeseda.com Wed Sep 27 03:14:56 2006 From: pascal.gouin at groupeseda.com (pascal gouin) Date: Wed, 27 Sep 2006 07:14:56 +0000 (UTC) Subject: [rt-users] Error when change value in custom field Message-ID: Hello, I have installed WINRT 3.4.5 and in have a problem when i change the value for a custom field. This error is in history display. Any ideas ?? Thankx error: RT::Ticket::FirstRequestor Unimplemented in RT::Transaction. (C:/RT3/Request Tracker/winrt/cgi/../../rt/lib/RT/Transaction_Vendor.pm line 10) context: ... 492: else { 493: my ( $package, $filename, $line ); 494: ( $package, $filename, $line ) = caller; 495: 496: die "$AUTOLOAD Unimplemented in $package. ($filename line $line) \n"; 497: } 498: 499: } 500: ... code stack: C:/RT3/Common/perl/site/lib/DBIx/SearchBuilder/Record.pm:496 C:/RT3/Request Tracker/winrt/cgi/../../rt/lib/RT/Transaction_Vendor.pm:10 C:/RT3/Request Tracker/winrt/cgi/../../rt/lib/RT/Transaction_Overlay.pm:591 C:\RT3\Request Tracker\var\mason_data\obj\3906979773 \standard\Ticket\Elements\ShowTransaction.obj:233 C:\RT3\Request Tracker\var\mason_data\obj\3906979773 \standard\Ticket\Elements\ShowHistory.obj:170 C:\RT3\Request Tracker\var\mason_data\obj\3906979773 \standard\Ticket\Display.html.obj:200 C:\RT3\Request Tracker\var\mason_data\obj\3906979773 \standard\autohandler.obj:197 raw error From bijayant4u at yahoo.com Wed Sep 27 05:59:16 2006 From: bijayant4u at yahoo.com (bijayant kumar) Date: Wed, 27 Sep 2006 10:59:16 +0100 (BST) Subject: [rt-users] How to run multiple instances of RT Message-ID: <20060927095916.83269.qmail@web32705.mail.mud.yahoo.com> Hi to all, I have installed RT successfully. Now i need to create multiple instances of RT for different projects. I gone through the mailing list archive, and found that it is possible. But could not able to understand it correctly. I know it is my fault. Can any one help me here to provide a suitable how to on to it. I will be very thankful to you all. 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 a.nicols at lancs.ac.uk Wed Sep 27 06:24:42 2006 From: a.nicols at lancs.ac.uk (Andrew Nicols) Date: Wed, 27 Sep 2006 11:24:42 +0100 Subject: [rt-users] How to run multiple instances of RT In-Reply-To: <20060927095916.83269.qmail@web32705.mail.mud.yahoo.com> References: <20060927095916.83269.qmail@web32705.mail.mud.yahoo.com> Message-ID: <60f3c11a0609270324l6b380f97n32fcf1f6a8498b11@mail.gmail.com> On 9/27/06, bijayant kumar wrote: > > Hi to all, > I have installed RT successfully. Now i need to create > multiple instances of RT for different projects. I gone through the mailing > list archive, and found that it is possible. But could not able to > understand it correctly. I know it is my fault. Can any one help me here to > provide a suitable how to on to it. I will be very thankful to you all. > Thanks in advance.. > Hi again Bijayant, Please can you supply some more information: - What version of RT - What web server, version - Are you using mod_perl, mod_perl2 or fastcgi etc There is an article in the wiki at: http://wiki.bestpractical.com/index.cgi?MultipleInstances which covers exactly what you're after. Andrew -------------- next part -------------- An HTML attachment was scrubbed... URL: From lesmikesell at gmail.com Wed Sep 27 07:07:31 2006 From: lesmikesell at gmail.com (Les Mikesell) Date: Wed, 27 Sep 2006 06:07:31 -0500 Subject: [rt-users] How to run multiple instances of RT In-Reply-To: <20060927095916.83269.qmail@web32705.mail.mud.yahoo.com> References: <20060927095916.83269.qmail@web32705.mail.mud.yahoo.com> Message-ID: <1159355251.6217.6.camel@les-home.futuresource.com> On Wed, 2006-09-27 at 04:59, bijayant kumar wrote: > Hi to all, > I have installed RT successfully. Now i need to > create multiple instances of RT for different projects. I gone > through the mailing list archive, and found that it is possible. But > could not able to understand it correctly. I know it is my fault. Can > any one help me here to provide a suitable how to on to it. I will be > very thankful to you all. Thanks in advance.. First note that you really don't need different instances of RT to handle different projects. You can create different queues with different email aliases and different groups of people allowed to see them and the projects won't conflict with each other. If you do need different instances for administrative reasons you can do it easily with fastcgi or with mod_perl you can run different httpd instances bound to different ports or IP addresses. -- Les Mikesell lesmikesell at gmail.com From tomw at bnl.gov Wed Sep 27 09:30:34 2006 From: tomw at bnl.gov (Tomasz Wlodek) Date: Wed, 27 Sep 2006 09:30:34 -0400 (EDT) Subject: [rt-users] TicketSQL question In-Reply-To: <4519C3C2.2090704@cryologic.com> References: <4519C3C2.2090704@cryologic.com> Message-ID: On Wed, 27 Sep 2006, taan wrote: > Is it possible to search for all tickets Resolved less than 2 weeks after > Creation using ticketSQL? > > thanks > Taan I am not sure but maybe a query: status==resolved and TimeWorked<14 will do the trick. Tom From ruslan.zakirov at gmail.com Wed Sep 27 10:31:40 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 27 Sep 2006 18:31:40 +0400 Subject: [rt-users] Error when change value in custom field In-Reply-To: References: Message-ID: <589c94400609270731s2d387fabl4296ef4f6a5b531a@mail.gmail.com> problem is in lib/RT/Transaction_Vendor.pm which is not part of RT distribution. On 9/27/06, pascal gouin wrote: > Hello, > > I have installed WINRT 3.4.5 and in have a problem when i change the value for > a custom field. This error is in history display. Any ideas ?? Thankx > > error: RT::Ticket::FirstRequestor Unimplemented in RT::Transaction. > (C:/RT3/Request Tracker/winrt/cgi/../../rt/lib/RT/Transaction_Vendor.pm line > 10) > > context: ... > 492: else { > 493: my ( $package, $filename, $line ); > 494: ( $package, $filename, $line ) = caller; > 495: > 496: die "$AUTOLOAD Unimplemented in $package. ($filename line $line) \n"; > 497: } > 498: > 499: } > 500: > ... > > code stack: C:/RT3/Common/perl/site/lib/DBIx/SearchBuilder/Record.pm:496 > C:/RT3/Request Tracker/winrt/cgi/../../rt/lib/RT/Transaction_Vendor.pm:10 > C:/RT3/Request Tracker/winrt/cgi/../../rt/lib/RT/Transaction_Overlay.pm:591 > C:\RT3\Request Tracker\var\mason_data\obj\3906979773 > \standard\Ticket\Elements\ShowTransaction.obj:233 > C:\RT3\Request Tracker\var\mason_data\obj\3906979773 > \standard\Ticket\Elements\ShowHistory.obj:170 > C:\RT3\Request Tracker\var\mason_data\obj\3906979773 > \standard\Ticket\Display.html.obj:200 > C:\RT3\Request Tracker\var\mason_data\obj\3906979773 > \standard\autohandler.obj:197 > > raw error > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 twilson at buffalo.k12.mn.us Wed Sep 27 11:00:08 2006 From: twilson at buffalo.k12.mn.us (Tim Wilson) Date: Wed, 27 Sep 2006 10:00:08 -0500 Subject: [rt-users] database on separate system In-Reply-To: <4519B723.7090307@actcom.net.il> References: <4519B723.7090307@actcom.net.il> Message-ID: <451A4BA8.F8B4.0061.0@buffalo.k12.mn.us> >>> On Tue, Sep 26, 2006 at 6:26 PM, in message <4519B723.7090307 at actcom.net.il>, Paolo Supino wrote: > I have a mysql database server already running on my lan and I want to > use it for my RT system too. From whay I saw thus far the installation > process assumes the database is local and I didn't see any documentation > on setting up the RT database on a remote installation of mysql. I just installed RT 3.6.1 from source with the DB running on a separate server. As long as you specify the remote server properly when you do the ./configure it will work just fine. Do $ ./configure --help to get a list of all the available options. I installed on Ubuntu 6.06, but I followed the directions at http://wiki.bestpractical.com/index.cgi?DebianStableInstallGuide which worked quite well with only minor modifications. -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 stephen.williams at highwind.com Wed Sep 27 11:48:03 2006 From: stephen.williams at highwind.com (Stephen Williams) Date: Wed, 27 Sep 2006 11:48:03 -0400 Subject: [rt-users] Undefined subroutine &RT::LoadConfig Message-ID: <451A9D33.1030909@highwind.com> All we are trying to get rt3.2.2 up and running and for the life of me I can't seem to get around this error does anyone have any idea what's going on here? [root at rt root]# /www/bin/apachectl configtest Subroutine handler redefined at /opt/rt3.2.2/bin/webmux.pl line 113. [Wed Sep 27 11:08:54 2006] [error] Undefined subroutine &RT::LoadConfig called at /opt/rt3.2.2/bin/webmux.pl line 76.\nCompilation failed in require at (eval 76) line 1.\n Syntax error on line 966 of /usr/local/apache/conf/httpd.conf: Undefined subroutine &RT::LoadConfig called at /opt/rt3.2.2/bin/webmux.pl line 76. Compilation failed in require at (eval 76) line 1. -- Stephen From vivek at khera.org Wed Sep 27 11:21:49 2006 From: vivek at khera.org (Vivek Khera) Date: Wed, 27 Sep 2006 11:21:49 -0400 Subject: [rt-users] New RT look and feel In-Reply-To: <20060926163723.GG22081@it.is.rice.edu> References: <009801c6e170$3ccc8160$61fd3f0a@dew04141> <20060926163723.GG22081@it.is.rice.edu> Message-ID: <43DC583A-4128-48F5-946F-2C83D0193C71@khera.org> On Sep 26, 2006, at 12:37 PM, Kenneth Marshall wrote: > Is there any possibility of making the "skin" a Preferences option > and not hard-coded by the configuration file? We have users wedded > to the original setup and others that prefer the new style. Jesse hinted that the next major release of RT will have this ability when I asked him over the summer. But don't hold your breath waiting for it. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2530 bytes Desc: not available URL: From Rich.West at wesmo.com Wed Sep 27 12:07:37 2006 From: Rich.West at wesmo.com (Rich West) Date: Wed, 27 Sep 2006 12:07:37 -0400 Subject: [rt-users] How to run multiple instances of RT In-Reply-To: <1159355251.6217.6.camel@les-home.futuresource.com> References: <20060927095916.83269.qmail@web32705.mail.mud.yahoo.com> <1159355251.6217.6.camel@les-home.futuresource.com> Message-ID: <451AA1C9.2010303@wesmo.com> It is possible to do it with the same web server and the use of virtual hosts using FastCGI. It isn't possible to use the same web server and mod_perl. If you want to do it via mod_perl, you need to run completely separate httpd processes with completely separate configuration files. It is do-able, and I've done it for customers in the past. We've run it with fastcgi for a LONG time, but, with recent installations, we began to have quirky problems with mod_fastcgi and Apache. IF the RT installations are not hugely busy, you could always use the "standalone_httpd" that is included with RT. You can, say, run it on port 8010, then, in your web server's configuration file, use ProxyPass and ProxyReversePass within a VirtualHost to make it accessible via separate your existing httpd installation and via the normal port 80 without the fear of any port conflicts. I know that sounds pretty funky. As I read it, it didn't come out all that clearly, but I cannot think of another way to put it.. The "standalone_httpd" app that is included with RT is _not_ threaded and suffers from a large performance hit when hit heavily. FastCGI is much, much faster. :) -Rich > First note that you really don't need different instances > of RT to handle different projects. You can create > different queues with different email aliases and different > groups of people allowed to see them and the projects won't > conflict with each other. If you do need different instances > for administrative reasons you can do it easily with > fastcgi or with mod_perl you can run different httpd > instances bound to different ports or IP addresses. > From KLekas at foxriver.com Wed Sep 27 12:44:02 2006 From: KLekas at foxriver.com (Kosta Lekas) Date: Wed, 27 Sep 2006 11:44:02 -0500 Subject: [rt-users] Unable to load DBIx::SearchBuilder database handle for 'Oracle'. Message-ID: <8D8A77DC1FA09546936E74FC3EEC627AD40850@FREXGENEVA-01.frfr.foxriver.com> I am new to RT and am trying to get it running with oracle and FastCGI. Everything seems to have installed and initialized correctly but I am having problems with the web server. I've been searching the list archives with no luck. Any help with this would be much appreciated. I am using RT 3.6.1, Oracle 9i, Redhat EL4 and httpd-2.0. Here is the error message I am getting in /var/log/httpd/error_log: [Wed Sep 27 11:32:08 2006] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" restarted (pid 17116) 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.9.0: 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. Compilation failed in require at (eval 191) line 1. BEGIN failed--compilation aborted at (eval 191) line 1. Compilation failed in require at /opt/rt3/lib/RT.pm line 172. [Wed Sep 27 11:32:09 2006] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid 17116) terminated by calling exit with status '2' [Wed Sep 27 11:32:09 2006] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds ~ -Kosta -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Wed Sep 27 15:56:45 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 27 Sep 2006 23:56:45 +0400 Subject: [rt-users] sending ticket attachments via soap In-Reply-To: <45014D5D.4000203@pipex.net> References: <45014D5D.4000203@pipex.net> Message-ID: <589c94400609271256ne86219ct12de9227eb21b902@mail.gmail.com> perldoc MIME::Entity On 9/8/06, Roy El-Hames wrote: > 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 > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Wed Sep 27 15:59:17 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 27 Sep 2006 23:59:17 +0400 Subject: [rt-users] Search criteria UpdatedBy a little help please In-Reply-To: <4506B927.3090904@pipex.net> References: <4506B927.3090904@pipex.net> Message-ID: <589c94400609271259o999d7dfl2be98835266ac86c@mail.gmail.com> You need something like: $self->_OpenParen; $self->SUPER::Limit( ALIAS => $self->{_sql_transalias}, FIELD => 'Type', VALUE => 'Comment', ENTRYAGGREGATOR => 'AND' ); $self->SUPER::Limit( ALIAS => $self->{_sql_transalias}, FIELD => 'Type', VALUE => 'Correspond', ENTRYAGGREGATOR => 'OR' ); $self->_CloseParen; On 9/12/06, Roy El-Hames wrote: > Hi there; > (rt-3.6.1 , mysql, apache2 mod_perl) > I have a search criteria where it looks for any tickets updated by a > particular user, I got it working for all kind of transactions and I > wonder if anyone can help me put the final tweak to get it to return > ticket where the User just Commented/Corresponded ..I have the following > function in Tickets_Overlay.pm: > > sub _TransUser { > my ($self, $field, $op, $value, @rest ) = @_; > $RT::Logger->error("the field = $field and op is $op and value is > $value and rest is @rest"); > $self->{_sql_transalias} = $self->NewAlias('Transactions') > unless defined $self->{_sql_transalias}; > $self->{_sql_Usersalias} = $self->NewAlias('Users') > unless defined $self->{_sql_Usersalias}; > $self->_OpenParen; > #Search for the right field > $self->_SQLLimit( > ALIAS => $self->{_sql_Usersalias}, > FIELD => 'Name', ### for the Updated by in particular > may change later > OPERATOR => $op, > VALUE => $value, > CASESENSITIVE => 0, > @rest > ); > $self->_SQLJoin( > ALIAS1 => $self->{_sql_Usersalias}, > FIELD1 => 'Id', > ALIAS2 => $self->{_sql_transalias}, > FIELD2 => 'Creator' > ); > $self->_SQLJoin( > ALIAS1 => 'main', > FIELD1 => 'Id', > ALIAS2 => $self->{_sql_transalias}, > FIELD2 => 'ObjectId' > ); > $self->SUPER::Limit( > ALIAS => $self->{_sql_transalias}, > FIELD => 'ObjectType', > VALUE => 'RT::Ticket', > ENTRYAGGREGATOR => 'AND' > ); > $self->_CloseParen; > } > > > Any help will be appreciated, > 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 > -- Best regards, Ruslan. From hall at fas.sfu.ca Wed Sep 27 16:40:19 2006 From: hall at fas.sfu.ca (Gary Hall) Date: Wed, 27 Sep 2006 13:40:19 -0700 Subject: [rt-users] RT selectively not sending email In-Reply-To: <20060927124630.U7726@malcolm.berkeley.edu> References: <4519C024.8090002@fas.sfu.ca> <20060927084151.J7726@malcolm.berkeley.edu> <20060927124630.U7726@malcolm.berkeley.edu> Message-ID: <451AE1B3.9030707@fas.sfu.ca> Mike, You're right that using the EXITCODE hack causes RT to fail to realize that there has been a successful delivery and continue to search for a place to deliver the message. This is the behavior I referred to in my posting. I think your problem may be with the implementation of my proposed solution. When I said: "One solution to this problem is to set DEFAULT to /dev/null, i.e., DEFAULT=/dev/null prior to the execution of the rt-mailgate recipes.", I meant to do it prior to the entire (set of) recipe(s). E.g., ... DEFAULT=/dev/null :0 * ^TO rt at my.domain | $RT_MAILGATE --queue $QUEUE --action $ACTION --url $RT_URL ... It appears that you may have put DEFAULT assignment inside the RT recipe itself. Gary Mike Friedman wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > On Tue, 26 Sep 2006 at 17:04 (-0700), Gary Hall wrote: > >> The issue of multiple copies which Duncan mentions below can lead to >> problems when rt-mailgate fails if preventative measures are not taken. >> >> When procmail is configured to set EXITCODE to the rt-mailgate return >> code as specified below and rt-mailgate fails, procmail decides that >> recipe has failed and continues to try subsequent recipes in the file. >> If none succeeds, it will default to the DEFAULT action which, unless >> explicitly configured otherwise, is to put the message in the user's >> spool file. After delivering the message to the spool file, procmail >> exits and returns the value of EXITCODE to sendmail, causing sendmail >> to requeue the message. >> >> If RT is down for some time, a copy of the message is deposited in the >> spool file on each retry. If there are many messages, it can add up to >> a lot of disk space. >> >> One solution to this problem is to set DEFAULT to /dev/null, i.e., >> >> DEFAULT=/dev/null >> >> prior to the execution of the rt-mailgate recipes. > > Gary, > > I'm having a similar problem, but the symptoms are somewhat different > and your suggestion isn't working (in fact it makes things worse). > > First, I followed Duncan's suggestion and replaced this: > > | $RT_MAILGATE --queue $QUEUE --action $ACTION --url $RT_URL > > with this: > > EXITCODE=| $RT_MAILGATE --queue $QUEUE --action $ACTION --url $RT_URL > ; echo $? > > What happened then is that all mail _successfully_ delivered to RT > queues also ended up in the default inbox of the user running procmail. > > So, I just tried your suggestion. Immediately proceeding the execution > of rt-mailgate, I inserted this line: > > DEFAULT=/dev/null > > But then a test mail I sent still ended up in the default inbox, but it > _didn't_ get delivered to RT! > > The .forward file for the user running procmail looks like this: > > "|IFS=' ' && p=/usr/local/bin/procmail && test -f $p && exec $p -Yf- > || exit 75" > > This was recommended in some documentation I saw, though I'm not sure I > understand why I can't just use this: > > "|exec /usr/local/bin/procmail || exit 75" > > (although my symptoms are the same with the above as well). > > Do you have any ideas about this? > > Thanks. > > Mike > > _________________________________________________________________________ > 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/AwUBRRrVqq0bf1iNr4mCEQKJMQCg+1SPsbxLZeUxbFwx/IiiV9DN6I8AoISn > V0yhaZKaKC1MBLjUimgwkHMb > =vUIK > -----END PGP SIGNATURE----- -- Gary Hall hall at fas.sfu.ca | Voice (604) 291-5925 Faculty of Applied Sciences | Fax (604) 291-5404 Simon Fraser University | Burnaby, B.C. V5A 1S6 | From mikep at berkeley.edu Wed Sep 27 18:19:14 2006 From: mikep at berkeley.edu (Mike Patterson) Date: Wed, 27 Sep 2006 15:19:14 -0700 Subject: [rt-users] VMWARE download of RT Message-ID: <451AF8E2.4050407@berkeley.edu> Awhile back people were talking about making a VMWARE RT image available for download: http://www.gossamer-threads.com/lists/rt/users/53845 Is there one currently available (preferably MySQL based)? I'm moving to a new job on Friday and I'd like to be able to RT data with me and reference old tickets (after I import the database). Thanks, Mike From jauty at indiana.edu Wed Sep 27 19:18:05 2006 From: jauty at indiana.edu (Joe Auty) Date: Wed, 27 Sep 2006 19:18:05 -0400 Subject: [rt-users] scrips #3 and #6 no longer seem to be working Message-ID: <212E7945-57C4-44E7-814F-D9B8249FE15D@indiana.edu> I'm no longer getting my auto reply emails attempted when I create tickets, and email to requestors is no longer attempted (nor am I told that email will be sent to the requestors). What sorts of things could cause this problem? My NotifyActor setting is set as "1". I know that I haven't provided a whole lot to go by, but since this was working just fine in the past, I'm hoping you could give me a very general response just so that I can make sure I'm covering all of my bases here. THanks in advance! ----------- 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 tanu at cadence.com Thu Sep 28 03:45:08 2006 From: tanu at cadence.com (Tanu Mehrotra) Date: Thu, 28 Sep 2006 13:15:08 +0530 Subject: [rt-users] Queue Rights Message-ID: Hi All, Can any body tell me wht rights should be granted/should nt be granted to the privilaged(queue -to- queue) user so that they can not view those tickets, which actually they are not responsible to resolve? for e.g :- there are 3 queuse......... IT, Finance, HR A end-user to whom all the queues are visible files a ticket in IT, a notification mail goes to IT issue resolving team but this ticket should not be visible to Finance or HR team. Thanks Tanu -------------- next part -------------- An HTML attachment was scrubbed... URL: From pascal.gouin at groupeseda.com Thu Sep 28 04:08:16 2006 From: pascal.gouin at groupeseda.com (pascal gouin) Date: Thu, 28 Sep 2006 08:08:16 +0000 (UTC) Subject: [rt-users] Re: Error when change value in custom field References: <589c94400609270731s2d387fabl4296ef4f6a5b531a@mail.gmail.com> Message-ID: >Ruslan Zakirov gmail.com> writes: > > > problem is in lib/RT/Transaction_Vendor.pm which is not part of RT distribution. > > On 9/27/06, pascal gouin groupeseda.com> wrote: > Hello, can u explain because Transaction_Vendor.pm ispresent in lib.. thankx Pascal GOUIN From tomas.olaj at usit.uio.no Thu Sep 28 05:42:08 2006 From: tomas.olaj at usit.uio.no (Tomas Olaj) Date: Thu, 28 Sep 2006 11:42:08 +0200 (CEST) Subject: [rt-users] Empty ticket content - RT 3.4.2 In-Reply-To: <20060927224738.E8E8F4D82F9@diesel.bestpractical.com> References: <20060927224738.E8E8F4D82F9@diesel.bestpractical.com> Message-ID: Hi, Sometimes we encounter tickets with empty content, e.g. no history displayed by RT/Apache. But, looking into the database it seems like everything is stored of replies, updates, etc... Any tip or hint what we should look into to find out why RT won't display those tickets? I cannot see anything useful in the rt.log file. We still run rt 3.4.2 in production. regards, Tomas -- ________________________________________________________________________ Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso University of Oslo / USIT (Center for Information Technology Services) System- and Application Management / Applications Management Group From jmain at ssmg.org Thu Sep 28 08:20:17 2006 From: jmain at ssmg.org (Judson Main) Date: Thu, 28 Sep 2006 08:20:17 -0400 Subject: [rt-users] setting starting ticket number - the answer Message-ID: <44612.1159446017@ssmg.org> I thought this newbie would post something useful. I dug around the archives and found that a couple people on this list had asked this question before with no answer forthcoming. From the commandline, get into mysql: % mysql -u username rt3 mysql>alter table tickets auto_increment=1000; That's all there is to it folks. It won't affect the tickets currently in the database, but every ticket generated thereafter will start at 1000 and auto increment upwards. Hope this helps, Jud. From sturner at MIT.EDU Thu Sep 28 09:23:45 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 28 Sep 2006 09:23:45 -0400 Subject: [rt-users] scrips #3 and #6 no longer seem to be working In-Reply-To: <212E7945-57C4-44E7-814F-D9B8249FE15D@indiana.edu> References: <212E7945-57C4-44E7-814F-D9B8249FE15D@indiana.edu> Message-ID: <6.2.3.4.2.20060928092229.03c53cb8@po14.mit.edu> At Wednesday 9/27/2006 07:18 PM, Joe Auty wrote: >I'm no longer getting my auto reply emails attempted when I create >tickets, and email to requestors is no longer attempted (nor am I >told that email will be sent to the requestors). > >What sorts of things could cause this problem? My NotifyActor >setting is set as "1". I know that I haven't provided a whole lot to >go by, but since this was working just fine in the past, I'm hoping >you could give me a very general response just so that I can make >sure I'm covering all of my bases here. > >THanks in advance! Could be a syntax error in a template (or a scrip) - if that's the problem, you'll see the error messages in the the RT log. Steve From paolo at actcom.net.il Thu Sep 28 10:12:25 2006 From: paolo at actcom.net.il (Paolo Supino) Date: Thu, 28 Sep 2006 10:12:25 -0400 Subject: [rt-users] database on separate system In-Reply-To: <451A4BA8.F8B4.0061.0@buffalo.k12.mn.us> References: <4519B723.7090307@actcom.net.il> <451A4BA8.F8B4.0061.0@buffalo.k12.mn.us> Message-ID: <451BD848.6060504@actcom.net.il> Hi Tim I noticed that option after I wrote the email. I tried it and it indeed created the database but it fails further down the line when it tries to grant access. It's probably more an issue of mysql than RT. Please take a look at the log below and see if you can help solve the problem. # 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,this script needs to connect to your mysql instance on rtdb.quicklook.local 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. Done setting up database schema. Now inserting database ACLs DBD::mysql::st execute failed: Access denied for user 'root'@'rt.idssite.com' to database 'rt3' at //opt/rt3/sbin/rt-setup-database line 345. Problem with statement: GRANT SELECT,INSERT,CREATE,INDEX,UPDATE,DELETE ON rt3.* TO rt_user@'rtdb.quicklook.local' IDENTIFIED BY 'rt_pass'; Access denied for user 'root'@'rt.idssite.com' to database 'rt3' at //opt/rt3/sbin/rt-setup-database line 346. make: *** [initialize-database] Error 255 TIA Paolo Tim Wilson wrote: >>>>On Tue, Sep 26, 2006 at 6:26 PM, in message >>>> >>>> ><4519B723.7090307 at actcom.net.il>, >Paolo Supino wrote: > > > >> I have a mysql database server already running on my lan and I want >> >> >to > > >>use it for my RT system too. From whay I saw thus far the >> >> >installation > > >>process assumes the database is local and I didn't see any >> >> >documentation > > >>on setting up the RT database on a remote installation of mysql. >> >> > >I just installed RT 3.6.1 from source with the DB running on a separate >server. As long as you specify the remote server properly when you do >the ./configure it will work just fine. Do > >$ ./configure --help > >to get a list of all the available options. I installed on Ubuntu 6.06, >but I followed the directions at >http://wiki.bestpractical.com/index.cgi?DebianStableInstallGuide >which worked quite well with only minor modifications. > >-Tim > > > > From plummer at geneseo.edu Thu Sep 28 10:25:34 2006 From: plummer at geneseo.edu (Shawn Plummer) Date: Thu, 28 Sep 2006 10:25:34 -0400 Subject: [rt-users] REST interface reference Message-ID: Is there a simple REST interface reference out there? I searched the wiki but got 78 results searching for just REST and zero searching for REST with any other word (the wiki search function is pretty terrible in my experience, or I just don't know how to use it). At any rate, what we want to do is display all tickets for a given username on our helpdesk portal page. The portal is Oracle portal, and we have written a custom portlet, but need a way to query RT for all tickets owned by a user, I assume that is a simple use of the REST interface but can't find any information on how to interact with it. What are the form names you can pass information too? what variables do they accept? what is required and what is optional? We were using RSS feeds to do this, but for some reason those have ceased working in 3.6.1 for us. And using the REST interface seems the better way to go about this anyway. ~~~~~~~~~~~~~ Shawn Plummer Systems Manager CIT SUNY Geneseo "The mind can make substance, and people planets of its own with beings brighter than have been, and give a breath to forms which can outlive all flesh." -Lord Byron From twp at rnktel.com Thu Sep 28 10:31:48 2006 From: twp at rnktel.com (Tim Pierce) Date: Thu, 28 Sep 2006 10:31:48 -0400 Subject: [rt-users] blocking correspondence labeled "Precedence: bulk" Message-ID: <451BDCD4.4040902@rnktel.com> Hi, all - We are addressing for the first time the problem of how to filter mail from outside users into RT. Our first problem is not spam, but autoreplies from vendors. We have given an RT queue address as the contact address for some of our partners and clients to report problems. When they send mail, it opens a ticket and RT sends an autoreply. That autoreply, in turn, often generates a new autoreply from the vendor, which opens a new ticket in RT. After looking at some of the inbound mail it looks as if dropping inbound mail with a header of "Precedence: bulk" would do a good first pass at eliminating the autoreplies. I'm writing to ask: has anyone tried this and found it to be a *bad* idea? thanks, --twp From jesse at bestpractical.com Thu Sep 28 11:18:41 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 28 Sep 2006 11:18:41 -0400 Subject: [rt-users] blocking correspondence labeled "Precedence: bulk" In-Reply-To: <451BDCD4.4040902@rnktel.com> References: <451BDCD4.4040902@rnktel.com> Message-ID: <20060928151840.GD10042@bestpractical.com> On Thu, Sep 28, 2006 at 10:31:48AM -0400, Tim Pierce wrote: > After looking at some of the inbound mail it looks as if dropping > inbound mail with a header of "Precedence: bulk" would do a good first > pass at eliminating the autoreplies. I'm writing to ask: has anyone > tried this and found it to be a *bad* idea? Well, it would stop all mail from another RT instance getting to you. Precedence: bulk is best trreated as "Do not reply" and not "Do not record". -jess > thanks, > --twp > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 ruslan.zakirov at gmail.com Thu Sep 28 11:29:08 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 28 Sep 2006 19:29:08 +0400 Subject: [rt-users] Re: Error when change value in custom field In-Reply-To: References: <589c94400609270731s2d387fabl4296ef4f6a5b531a@mail.gmail.com> Message-ID: <589c94400609280829n7d8903dk1be3df9a8114979e@mail.gmail.com> RT package has no any *_Vendor.pm files. See http://wiki.bestpractical.com/?CleanlyCustomizeRT. On 9/28/06, pascal gouin wrote: > >Ruslan Zakirov gmail.com> writes: > > > > > > problem is in lib/RT/Transaction_Vendor.pm which is not part of RT > distribution. > > > > On 9/27/06, pascal gouin groupeseda.com> wrote: > > > Hello, > > can u explain because Transaction_Vendor.pm ispresent in lib.. > > thankx > > Pascal GOUIN > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Wolfgang.Fuertbauer at ebewe.com Thu Sep 28 11:16:13 2006 From: Wolfgang.Fuertbauer at ebewe.com (Wolfgang.Fuertbauer at ebewe.com) Date: Thu, 28 Sep 2006 17:16:13 +0200 Subject: [rt-users] Ticket URL wrong after "take" In-Reply-To: <20060927065505.0D5014D833D@diesel.bestpractical.com> 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 URL of the ticket 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 ? 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 ruslan.zakirov at gmail.com Thu Sep 28 12:00:27 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 28 Sep 2006 20:00:27 +0400 Subject: [rt-users] database on separate system In-Reply-To: <451BD848.6060504@actcom.net.il> References: <4519B723.7090307@actcom.net.il> <451A4BA8.F8B4.0061.0@buffalo.k12.mn.us> <451BD848.6060504@actcom.net.il> Message-ID: <589c94400609280900xfb46b71s5335a972023c5cee@mail.gmail.com> You must connect as dba, see --with-db-dba option of the configure script. I see you're using root and this user has rights to create databases. In the error below mysql says that "user 'root' who is connecting from 'rt.idssite.com' has no access to database 'rt3'" which means that rt3 DB is there but root has no rights to access it even he's created it few seconds ago. On 9/28/06, Paolo Supino wrote: > Hi Tim > > I noticed that option after I wrote the email. I tried it and it > indeed created the database but it fails further down the line when it > tries to grant access. It's probably more an issue of mysql than RT. > Please take a look at the log below and see if you can help solve the > problem. > > # 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,this script needs to > connect to your mysql instance on rtdb.quicklook.local 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. > Done setting up database schema. > Now inserting database ACLs > DBD::mysql::st execute failed: Access denied for user > 'root'@'rt.idssite.com' to database 'rt3' at > //opt/rt3/sbin/rt-setup-database line 345. > Problem with statement: > GRANT SELECT,INSERT,CREATE,INDEX,UPDATE,DELETE ON rt3.* TO > rt_user@'rtdb.quicklook.local' IDENTIFIED BY 'rt_pass'; > Access denied for user 'root'@'rt.idssite.com' to database 'rt3' at > //opt/rt3/sbin/rt-setup-database line 346. > make: *** [initialize-database] Error 255 > > > > > > TIA > Paolo > > > > Tim Wilson wrote: > > >>>>On Tue, Sep 26, 2006 at 6:26 PM, in message > >>>> > >>>> > ><4519B723.7090307 at actcom.net.il>, > >Paolo Supino wrote: > > > > > > > >> I have a mysql database server already running on my lan and I want > >> > >> > >to > > > > > >>use it for my RT system too. From whay I saw thus far the > >> > >> > >installation > > > > > >>process assumes the database is local and I didn't see any > >> > >> > >documentation > > > > > >>on setting up the RT database on a remote installation of mysql. > >> > >> > > > >I just installed RT 3.6.1 from source with the DB running on a separate > >server. As long as you specify the remote server properly when you do > >the ./configure it will work just fine. Do > > > >$ ./configure --help > > > >to get a list of all the available options. I installed on Ubuntu 6.06, > >but I followed the directions at > >http://wiki.bestpractical.com/index.cgi?DebianStableInstallGuide > >which worked quite well with only minor modifications. > > > >-Tim > > > > > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From dtikhonov at vonage.com Thu Sep 28 10:39:30 2006 From: dtikhonov at vonage.com (Dmitri Tikhonov) Date: Thu, 28 Sep 2006 10:39:30 -0400 Subject: [rt-users] REST interface reference In-Reply-To: References: Message-ID: <1159454371.8420.11.camel@localhost.localdomain> Use 'rt' command-line tool. It will give you a good idea of what fields there are and their default values, etc. To really get a good understanding, use ethereal to look at HTTP traffic. If you want to do this from a Perl program, I wrote RT::Client::REST a while back. It should be able to do what you need. You can find it on CPAN, give it a try. - Dmitri. On Thu, 2006-09-28 at 10:25 -0400, Shawn Plummer wrote: > Is there a simple REST interface reference out there? I searched the > wiki but got 78 results searching for just REST and zero searching > for REST with any other word (the wiki search function is pretty > terrible in my experience, or I just don't know how to use it). > > At any rate, what we want to do is display all tickets for a given > username on our helpdesk portal page. The portal is Oracle portal, > and we have written a custom portlet, but need a way to query RT for > all tickets owned by a user, I assume that is a simple use of the > REST interface but can't find any information on how to interact with > it. What are the form names you can pass information too? what > variables do they accept? what is required and what is optional? > > We were using RSS feeds to do this, but for some reason those have > ceased working in 3.6.1 for us. And using the REST interface seems > the better way to go about this anyway. > > ~~~~~~~~~~~~~ > Shawn Plummer > Systems Manager > CIT SUNY Geneseo > "The mind can make substance, and people planets of its own with > beings brighter than have been, and give a breath to forms which can > outlive all flesh." -Lord Byron > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 mbrostech.com Thu Sep 28 12:15:20 2006 From: kyle at mbrostech.com (Kyle Manuel) Date: Thu, 28 Sep 2006 11:15:20 -0500 Subject: [rt-users] Ticket URL wrong after "take" In-Reply-To: Message-ID: <000f01c6e319$4c464900$0f7ba8c0@MAIN.MBROSTECH.COM> I have had the exact same problem. I looked through all the config, wiki, etc. and couldn't find a solution. I hope someone on this list can give an answer. For me, it's just the subject link that is wrong. The link to the ticket # works. _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Wolfgang.Fuertbauer at ebewe.com Sent: Thursday, September 28, 2006 10:16 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Ticket URL wrong after "take" Hi, I have a strange error: I'm creating a new ticket via Mailinterface: /opt/rt3/bin/rt-mailgate --queue "General" --action correspond --url http://saxophon.intern.ebewe.at/rt before "taking" the request, the URL of the ticket is: http://saxophon.intern.ebewe.at/rt/Ticket/Display.html?id=9 after "taking" by a user: http://saxophon.intern.ebewe.at/Ticket/Display.html?id=6 eg: /rt/ is missing ! What am i doing wrong ? Wolfgang my RT_Siteconfig.pm saxophon01:/opt/rt3/etc # cat RT_SiteConfig.pm # Any configuration directives you include here will override # RT's default configuration file, RT_Config.pm # # To include a directive here, just copy the equivalent statement # from RT_Config.pm and change the value. We've included a single # sample value below. # # This file is actually a perl module, so you can include valid # perl code, as well. # # The converse is also true, if this file isn't valid perl, you're # going to run into trouble. To check your SiteConfig file, use # this comamnd: # # perl -c /path/to/your/etc/RT_SiteConfig.pm Set($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 jesse at bestpractical.com Thu Sep 28 13:16:02 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 28 Sep 2006 13:16:02 -0400 Subject: [rt-users] updating screenshots on bestpractical.com In-Reply-To: References: Message-ID: <20060928171601.GK10042@bestpractical.com> On Wed, Sep 27, 2006 at 09:32:11AM +1000, john habermann wrote: > Hi > > I was just looking at the screen shots on the Best Practical website > and noticed that they where from the 3.0.5pre2 version of RT. Would be > great if they could be updated to the latest version. We're working on it. Thanks. > cheers > John > > -- > John Habermann > Internet Programmer, System Administrator > The Wilderness Society Inc > http://www.wilderness.org.au > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From pascal.gouin at groupeseda.com Thu Sep 28 13:32:49 2006 From: pascal.gouin at groupeseda.com (pascal gouin) Date: Thu, 28 Sep 2006 17:32:49 +0000 (UTC) Subject: [rt-users] Re: Error when change value in custom field References: <589c94400609270731s2d387fabl4296ef4f6a5b531a@mail.gmail.com> <589c94400609280829n7d8903dk1be3df9a8114979e@mail.gmail.com> Message-ID: Ruslan Zakirov gmail.com> writes: > Ok thankx i seen explanation. Best regards. Pascal GOUIN From jauty at indiana.edu Thu Sep 28 14:03:48 2006 From: jauty at indiana.edu (Joe Auty) Date: Thu, 28 Sep 2006 14:03:48 -0400 Subject: [rt-users] scrips #3 and #6 no longer seem to be working In-Reply-To: <6.2.3.4.2.20060928092229.03c53cb8@po14.mit.edu> References: <212E7945-57C4-44E7-814F-D9B8249FE15D@indiana.edu> <6.2.3.4.2.20060928092229.03c53cb8@po14.mit.edu> Message-ID: <2E1AA905-FB66-42A9-82BB-3D8BE5C6BD77@indiana.edu> On Sep 28, 2006, at 9:23 AM, Stephen Turner wrote: > At Wednesday 9/27/2006 07:18 PM, Joe Auty wrote: >> I'm no longer getting my auto reply emails attempted when I create >> tickets, and email to requestors is no longer attempted (nor am I >> told that email will be sent to the requestors). >> >> What sorts of things could cause this problem? My NotifyActor >> setting is set as "1". I know that I haven't provided a whole lot >> to go by, but since this was working just fine in the past, I'm >> hoping you could give me a very general response just so that I >> can make sure I'm covering all of my bases here. >> >> THanks in advance! > > Could be a syntax error in a template (or a scrip) - if that's the > problem, you'll see the error messages in the the RT log. > Looks like you are right! Scrip Prepare 1 died. - Undefined subroutine &Scalar::Util::weaken called at /opt/rt3/lib/RT/Action/Generic.pm Is this the source of my problem? Any idea what the cause might be? [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value in substitution (s///) at /opt/rt3/lib/RT/Interface/Web.pm line 617., referer: https://*my domain*/rt/Ticket/Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Thu Sep 28 17:52:54 2006] [error]: Scrip Prepare 1 died. - Undefined subroutine &Scalar::Util::weaken called at /opt/rt3/lib/RT/Action/Generic.pm line 107., referer: https://*my domain*/rt/Ticket/Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Stack:, referer: https://*my domain*/rt/Ticket/Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Action/Generic.pm:107], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Action/Generic.pm:79], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ ScripAction_Overlay.pm:177], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Scrip_Overlay.pm:472], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Scrips_Overlay.pm:237], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Transaction_Overlay.pm:171], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Record.pm:1446], referer: https://*my domain*/rt/Ticket/Display.html? id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Ticket_Overlay.pm:2442], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Ticket_Overlay.pm:2356], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/share/ html/Ticket/Elements/PreviewScrips:82], referer: https://*my domain*/ rt/Ticket/Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/share/ html/Ticket/Update.html:137], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/share/ html/autohandler:279] (/opt/rt3/lib/RT/Scrip_Overlay.pm:480), referer: https://*my domain*/rt/Ticket/Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Thu Sep 28 17:52:54 2006] [error]: Scrip Prepare 5 died. - Undefined subroutine &Scalar::Util::weaken called at /opt/rt3/lib/RT/Action/Generic.pm line 107., referer: https://*my domain*/rt/Ticket/Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Stack:, referer: https://*my domain*/rt/Ticket/Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Action/Generic.pm:107], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Action/Generic.pm:79], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ ScripAction_Overlay.pm:177], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Scrip_Overlay.pm:472], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Scrips_Overlay.pm:237], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Transaction_Overlay.pm:171], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Record.pm:1446], referer: https://*my domain*/rt/Ticket/Display.html? id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Ticket_Overlay.pm:2442], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Ticket_Overlay.pm:2356], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/share/ html/Ticket/Elements/PreviewScrips:82], referer: https://*my domain*/ rt/Ticket/Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/share/ html/Ticket/Update.html:137], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/share/ html/autohandler:279] (/opt/rt3/lib/RT/Scrip_Overlay.pm:480), referer: https://*my domain*/rt/Ticket/Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Thu Sep 28 17:52:54 2006] [error]: Scrip Prepare 6 died. - Undefined subroutine &Scalar::Util::weaken called at /opt/rt3/lib/RT/Action/Generic.pm line 107., referer: https://*my domain*/rt/Ticket/Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Stack:, referer: https://*my domain*/rt/Ticket/Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Action/Generic.pm:107], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Action/Generic.pm:79], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ ScripAction_Overlay.pm:177], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Scrip_Overlay.pm:472], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Scrips_Overlay.pm:237], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Transaction_Overlay.pm:171], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Record.pm:1446], referer: https://*my domain*/rt/Ticket/Display.html? id=185 [Thu Sep 28 13:52:55 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Ticket_Overlay.pm:2442], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:55 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Ticket_Overlay.pm:2356], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:55 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/share/ html/Ticket/Elements/PreviewScrips:82], referer: https://*my domain*/ rt/Ticket/Display.html?id=185 [Thu Sep 28 13:52:55 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/share/ html/Ticket/Update.html:137], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:55 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/share/ html/autohandler:279] (/opt/rt3/lib/RT/Scrip_Overlay.pm:480), referer: https://*my domain*/rt/Ticket/Display.html?id=185 [Thu Sep 28 13:52:55 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Thu Sep 28 17:52:55 2006] [error]: Scrip Prepare 7 died. - Undefined subroutine &Scalar::Util::weaken called at /opt/rt3/lib/RT/Action/Generic.pm line 107., referer: https://*my domain*/rt/Ticket/Display.html?id=185 [Thu Sep 28 13:52:55 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Stack:, referer: https://*my domain*/rt/Ticket/Display.html?id=185 [Thu Sep 28 13:52:55 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Action/Generic.pm:107], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:55 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Action/Generic.pm:79], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:55 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ ScripAction_Overlay.pm:177], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:55 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Scrip_Overlay.pm:472], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:55 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Scrips_Overlay.pm:237], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:55 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Transaction_Overlay.pm:171], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:55 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Record.pm:1446], referer: https://*my domain*/rt/Ticket/Display.html? id=185 [Thu Sep 28 13:52:55 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Ticket_Overlay.pm:2442], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:55 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Ticket_Overlay.pm:2356], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:55 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/share/ html/Ticket/Elements/PreviewScrips:82], referer: https://*my domain*/ rt/Ticket/Display.html?id=185 [Thu Sep 28 13:52:55 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/share/ html/Ticket/Update.html:137], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:55 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/share/ html/autohandler:279] (/opt/rt3/lib/RT/Scrip_Overlay.pm:480), referer: https://*my domain*/rt/Ticket/Display.html?id=185 -------------- 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 nixon at nsc.liu.se Thu Sep 28 14:10:53 2006 From: nixon at nsc.liu.se (Leif Nixon) Date: Thu, 28 Sep 2006 20:10:53 +0200 Subject: [rt-users] blocking correspondence labeled "Precedence: bulk" In-Reply-To: <451BDCD4.4040902@rnktel.com> (Tim Pierce's message of "Thu, 28 Sep 2006 10:31:48 -0400") References: <451BDCD4.4040902@rnktel.com> Message-ID: Tim Pierce writes: > After looking at some of the inbound mail it looks as if dropping > inbound mail with a header of "Precedence: bulk" would do a good first > pass at eliminating the autoreplies. I'm writing to ask: has anyone > tried this and found it to be a *bad* idea? "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. -- Leif Nixon - Systems expert ------------------------------------------------------------ National Supercomputer Centre - Linkoping University ------------------------------------------------------------ From jesse at bestpractical.com Thu Sep 28 14:13:44 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 28 Sep 2006 14:13:44 -0400 Subject: [rt-users] blocking correspondence labeled "Precedence: bulk" In-Reply-To: References: <451BDCD4.4040902@rnktel.com> Message-ID: <20060928181343.GN10042@bestpractical.com> On Thu, Sep 28, 2006 at 08:10:53PM +0200, Leif Nixon wrote: > Tim Pierce writes: > > > After looking at some of the inbound mail it looks as if dropping > > inbound mail with a header of "Precedence: bulk" would do a good first > > pass at eliminating the autoreplies. I'm writing to ask: has anyone > > tried this and found it to be a *bad* idea? > > "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. From jauty at indiana.edu Thu Sep 28 14:21:04 2006 From: jauty at indiana.edu (Joe Auty) Date: Thu, 28 Sep 2006 14:21:04 -0400 Subject: [rt-users] Undefined subroutine &Scalar::Util::weaken breaking scrips Message-ID: Hello, Thanks to Stephen Turner, I think I uncovered the source of the problem relating to my scrips no longer working. I thought that this deserved a thread of its own with a more descriptive subject line where we can delve deeper into this... Doing a Google search on this reveals the following, but no resolution posted at that time: http://lists.fsck.com/pipermail/rt-users/2004-December/027776.html http://lists.fsck.com/pipermail/rt-users/2004-December/027782.html Here are the error messages as they appear in my logs. This was not a problem in the past, something must have changed to cause this (still trying to track down the source of this problem): Thanks in advance for your help! [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value in substitution (s///) at /opt/rt3/lib/RT/Interface/Web.pm line 617., referer: https://*my domain*/rt/Ticket/Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Thu Sep 28 17:52:54 2006] [error]: Scrip Prepare 1 died. - Undefined subroutine &Scalar::Util::weaken called at /opt/rt3/lib/RT/Action/Generic.pm line 107., referer: https://*my domain*/rt/Ticket/Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Stack:, referer: https://*my domain*/rt/Ticket/Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Action/Generic.pm:107], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Action/Generic.pm:79], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ ScripAction_Overlay.pm:177], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Scrip_Overlay.pm:472], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Scrips_Overlay.pm:237], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Transaction_Overlay.pm:171], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Record.pm:1446], referer: https://*my domain*/rt/Ticket/Display.html? id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Ticket_Overlay.pm:2442], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Ticket_Overlay.pm:2356], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/share/ html/Ticket/Elements/PreviewScrips:82], referer: https://*my domain*/ rt/Ticket/Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/share/ html/Ticket/Update.html:137], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/share/ html/autohandler:279] (/opt/rt3/lib/RT/Scrip_Overlay.pm:480), referer: https://*my domain*/rt/Ticket/Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Thu Sep 28 17:52:54 2006] [error]: Scrip Prepare 5 died. - Undefined subroutine &Scalar::Util::weaken called at /opt/rt3/lib/RT/Action/Generic.pm line 107., referer: https://*my domain*/rt/Ticket/Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Stack:, referer: https://*my domain*/rt/Ticket/Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Action/Generic.pm:107], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Action/Generic.pm:79], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ ScripAction_Overlay.pm:177], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Scrip_Overlay.pm:472], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Scrips_Overlay.pm:237], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Transaction_Overlay.pm:171], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Record.pm:1446], referer: https://*my domain*/rt/Ticket/Display.html? id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Ticket_Overlay.pm:2442], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Ticket_Overlay.pm:2356], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/share/ html/Ticket/Elements/PreviewScrips:82], referer: https://*my domain*/ rt/Ticket/Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/share/ html/Ticket/Update.html:137], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/share/ html/autohandler:279] (/opt/rt3/lib/RT/Scrip_Overlay.pm:480), referer: https://*my domain*/rt/Ticket/Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Thu Sep 28 17:52:54 2006] [error]: Scrip Prepare 6 died. - Undefined subroutine &Scalar::Util::weaken called at /opt/rt3/lib/RT/Action/Generic.pm line 107., referer: https://*my domain*/rt/Ticket/Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Stack:, referer: https://*my domain*/rt/Ticket/Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Action/Generic.pm:107], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Action/Generic.pm:79], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ ScripAction_Overlay.pm:177], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Scrip_Overlay.pm:472], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Scrips_Overlay.pm:237], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Transaction_Overlay.pm:171], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Record.pm:1446], referer: https://*my domain*/rt/Ticket/Display.html? id=185 [Thu Sep 28 13:52:55 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Ticket_Overlay.pm:2442], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:55 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Ticket_Overlay.pm:2356], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:55 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/share/ html/Ticket/Elements/PreviewScrips:82], referer: https://*my domain*/ rt/Ticket/Display.html?id=185 [Thu Sep 28 13:52:55 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/share/ html/Ticket/Update.html:137], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:55 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/share/ html/autohandler:279] (/opt/rt3/lib/RT/Scrip_Overlay.pm:480), referer: https://*my domain*/rt/Ticket/Display.html?id=185 [Thu Sep 28 13:52:55 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Thu Sep 28 17:52:55 2006] [error]: Scrip Prepare 7 died. - Undefined subroutine &Scalar::Util::weaken called at /opt/rt3/lib/RT/Action/Generic.pm line 107., referer: https://*my domain*/rt/Ticket/Display.html?id=185 [Thu Sep 28 13:52:55 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Stack:, referer: https://*my domain*/rt/Ticket/Display.html?id=185 [Thu Sep 28 13:52:55 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Action/Generic.pm:107], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:55 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Action/Generic.pm:79], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:55 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ ScripAction_Overlay.pm:177], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:55 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Scrip_Overlay.pm:472], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:55 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Scrips_Overlay.pm:237], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:55 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Transaction_Overlay.pm:171], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:55 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Record.pm:1446], referer: https://*my domain*/rt/Ticket/Display.html? id=185 [Thu Sep 28 13:52:55 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Ticket_Overlay.pm:2442], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:55 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/RT/ Ticket_Overlay.pm:2356], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:55 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/share/ html/Ticket/Elements/PreviewScrips:82], referer: https://*my domain*/ rt/Ticket/Display.html?id=185 [Thu Sep 28 13:52:55 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/share/ html/Ticket/Update.html:137], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:55 2006] [error] [client *ip address*] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/share/ html/autohandler:279] (/opt/rt3/lib/RT/Scrip_Overlay.pm:480), referer: https://*my domain*/rt/Ticket/Display.html?id=185 ----------- 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 jesse at bestpractical.com Thu Sep 28 14:24:37 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 28 Sep 2006 14:24:37 -0400 Subject: [rt-users] Undefined subroutine &Scalar::Util::weaken breaking scrips In-Reply-To: References: Message-ID: <20060928182437.GP10042@bestpractical.com> On Thu, Sep 28, 2006 at 02:21:04PM -0400, Joe Auty wrote: > Hello, > > Thanks to Stephen Turner, I think I uncovered the source of the > problem relating to my scrips no longer working. I thought that this > deserved a thread of its own with a more descriptive subject line > where we can delve deeper into this... > You need to install Scalar::Util and make sure it installs the version that requires a C compiler and comes with 'weaken' -jesse From sturner at MIT.EDU Thu Sep 28 14:19:31 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 28 Sep 2006 14:19:31 -0400 Subject: [rt-users] Strange problem - User object becomes string Message-ID: <6.2.3.4.2.20060928140920.03c47dd0@po14.mit.edu> Hello, I'm trying to figure out a strange problem in one of our customizations (RT 3.4.2, Apache 1.3.33, mod_perl 1.29. Perl 5.8.3, RHEL 3). We inserted a callback into User/Prefs.html to provide a UI for additional user preferences. Here's what that looks like: <& /Elements/Callback, user => $UserObj, results => \@results, %ARGS &> The problem is that sometimes (but not always) when we get into the callback, the "user" argument is a string containing the current user's username, not a User object. Here's the relevant code in the callback: <%ARGS> $user => undef @results => undef Can anyone think why $user transforms from a User object into a string? I'm wondering if there's some kind of name collision between the 'user' field entered on the login screen and my argument name. Thanks, Steve Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From jauty at indiana.edu Thu Sep 28 14:30:38 2006 From: jauty at indiana.edu (Joe Auty) Date: Thu, 28 Sep 2006 14:30:38 -0400 Subject: [rt-users] Undefined subroutine &Scalar::Util::weaken breaking scrips In-Reply-To: <20060928182437.GP10042@bestpractical.com> References: <20060928182437.GP10042@bestpractical.com> Message-ID: <01DC1F65-169D-4576-8D46-453AE1D7AA9B@indiana.edu> On Sep 28, 2006, at 2:24 PM, Jesse Vincent wrote: > > > > On Thu, Sep 28, 2006 at 02:21:04PM -0400, Joe Auty wrote: >> Hello, >> >> Thanks to Stephen Turner, I think I uncovered the source of the >> problem relating to my scrips no longer working. I thought that this >> deserved a thread of its own with a more descriptive subject line >> where we can delve deeper into this... >> > > You need to install Scalar::Util and make sure it installs the version > that requires a C compiler and comes with 'weaken' I used the version off of CPAN via a simple "install Scalar::Util", make testdeps in the RT source dir says the following: Scalar::Util...found Any ideas where and how I should get the copy of Scalar::Util I need? Much thanks in advance! ----------- 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 jmhanks1373 at hotmail.com Thu Sep 28 14:28:24 2006 From: jmhanks1373 at hotmail.com (Jared Hanks) Date: Thu, 28 Sep 2006 11:28:24 -0700 Subject: [rt-users] RT at a Glance 3.6.1, customizing the "Available" list In-Reply-To: <83D26BBCAEEB274FA328FE533EF042FE2C9117@exchange.ptt.org> Message-ID: 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 From jesse at bestpractical.com Thu Sep 28 14:46:52 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 28 Sep 2006 14:46:52 -0400 Subject: [rt-users] Sort Order of Custom Fields in rt 3.6.1 In-Reply-To: <5489525.1159283856384.SLOX.WebMail.wwwrun@imap.multamedio.de> References: <5489525.1159283856384.SLOX.WebMail.wwwrun@imap.multamedio.de> Message-ID: <20060928184652.GU10042@bestpractical.com> > >> 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. > > PS: Excuse me for beeing late, i overlooked your mail. So my boss had to > notify me of your mail! Shame on myself... > Ok. Yes, this is a known bug (and one that it turns out is going to be a real pain to fix) -jesse From jauty at indiana.edu Thu Sep 28 15:04:17 2006 From: jauty at indiana.edu (Joe Auty) Date: Thu, 28 Sep 2006 15:04:17 -0400 Subject: [rt-users] Undefined subroutine &Scalar::Util::weaken breaking scrips In-Reply-To: <01DC1F65-169D-4576-8D46-453AE1D7AA9B@indiana.edu> References: <20060928182437.GP10042@bestpractical.com> <01DC1F65-169D-4576-8D46-453AE1D7AA9B@indiana.edu> Message-ID: Never mind... fixed it! Installed Scalar::Util by hand. Maybe some Redhat RPM that was upgraded included a different version of Scalar::Util? On Sep 28, 2006, at 2:30 PM, Joe Auty wrote: > > On Sep 28, 2006, at 2:24 PM, Jesse Vincent wrote: > >> >> >> >> On Thu, Sep 28, 2006 at 02:21:04PM -0400, Joe Auty wrote: >>> Hello, >>> >>> Thanks to Stephen Turner, I think I uncovered the source of the >>> problem relating to my scrips no longer working. I thought that this >>> deserved a thread of its own with a more descriptive subject line >>> where we can delve deeper into this... >>> >> >> You need to install Scalar::Util and make sure it installs the >> version >> that requires a C compiler and comes with 'weaken' > > > I used the version off of CPAN via a simple "install Scalar::Util", > make testdeps in the RT source dir says the following: > > > Scalar::Util...found > > > > Any ideas where and how I should get the copy of Scalar::Util I need? > > Much thanks in advance! > > > > > > ----------- > Joe Auty > UITS Messaging > Indiana University > jauty at indiana.edu > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com ----------- 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 nixon at nsc.liu.se Thu Sep 28 15:14:34 2006 From: nixon at nsc.liu.se (Leif Nixon) Date: Thu, 28 Sep 2006 21:14:34 +0200 Subject: [rt-users] blocking correspondence labeled "Precedence: bulk" In-Reply-To: <20060928181343.GN10042@bestpractical.com> (Jesse Vincent's message of "Thu, 28 Sep 2006 14:13:44 -0400") References: <451BDCD4.4040902@rnktel.com> <20060928181343.GN10042@bestpractical.com> Message-ID: Jesse Vincent writes: > 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. You have a point - I'd like to change my "yes, do go ahead" to "yes, it is possible that it would be a good solution for you". You have to consider what other kinds of automated mail that might wind in your RT. -- Leif Nixon - Systems expert ------------------------------------------------------------ National Supercomputer Centre - Linkoping University ------------------------------------------------------------ From paolo at actcom.net.il Thu Sep 28 16:48:32 2006 From: paolo at actcom.net.il (Paolo Supino) Date: Thu, 28 Sep 2006 16:48:32 -0400 Subject: [rt-users] database on separate system In-Reply-To: <589c94400609280900xfb46b71s5335a972023c5cee@mail.gmail.com> References: <4519B723.7090307@actcom.net.il> <451A4BA8.F8B4.0061.0@buffalo.k12.mn.us> <451BD848.6060504@actcom.net.il> <589c94400609280900xfb46b71s5335a972023c5cee@mail.gmail.com> Message-ID: <451C3520.80503@actcom.net.il> Hi Ruslan And how to fix that? TIA Paolo Ruslan Zakirov wrote: > You must connect as dba, see --with-db-dba option of the configure > script. I see you're using root and this user has rights to create > databases. In the error below mysql says that "user 'root' who is > connecting from 'rt.idssite.com' has no access to database 'rt3'" > which means that rt3 DB is there but root has no rights to access it > even he's created it few seconds ago. > > On 9/28/06, Paolo Supino wrote: > >> Hi Tim >> >> I noticed that option after I wrote the email. I tried it and it >> indeed created the database but it fails further down the line when it >> tries to grant access. It's probably more an issue of mysql than RT. >> Please take a look at the log below and see if you can help solve the >> problem. >> >> # 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,this script needs to >> connect to your mysql instance on rtdb.quicklook.local 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. >> Done setting up database schema. >> Now inserting database ACLs >> DBD::mysql::st execute failed: Access denied for user >> 'root'@'rt.idssite.com' to database 'rt3' at >> //opt/rt3/sbin/rt-setup-database line 345. >> Problem with statement: >> GRANT SELECT,INSERT,CREATE,INDEX,UPDATE,DELETE ON rt3.* TO >> rt_user@'rtdb.quicklook.local' IDENTIFIED BY 'rt_pass'; >> Access denied for user 'root'@'rt.idssite.com' to database 'rt3' at >> //opt/rt3/sbin/rt-setup-database line 346. >> make: *** [initialize-database] Error 255 >> >> >> >> >> >> TIA >> Paolo >> >> >> >> Tim Wilson wrote: >> >> >>>>On Tue, Sep 26, 2006 at 6:26 PM, in message >> >>>> >> >>>> >> ><4519B723.7090307 at actcom.net.il>, >> >Paolo Supino wrote: >> > >> > >> > >> >> I have a mysql database server already running on my lan and I want >> >> >> >> >> >to >> > >> > >> >>use it for my RT system too. From whay I saw thus far the >> >> >> >> >> >installation >> > >> > >> >>process assumes the database is local and I didn't see any >> >> >> >> >> >documentation >> > >> > >> >>on setting up the RT database on a remote installation of mysql. >> >> >> >> >> > >> >I just installed RT 3.6.1 from source with the DB running on a separate >> >server. As long as you specify the remote server properly when you do >> >the ./configure it will work just fine. Do >> > >> >$ ./configure --help >> > >> >to get a list of all the available options. I installed on Ubuntu 6.06, >> >but I followed the directions at >> >http://wiki.bestpractical.com/index.cgi?DebianStableInstallGuide >> >which worked quite well with only minor modifications. >> > >> >-Tim >> > >> > >> > >> > >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > From HelmuthRamirez at compupay.com Thu Sep 28 17:27:03 2006 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Thu, 28 Sep 2006 17:27:03 -0400 Subject: [rt-users] Notify Requestor on Requestor change Message-ID: <7314881427FC8A4081673E8CEEA7924902DCA6F8@EXMIAMI01.compupay.com> 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!! From HelmuthRamirez at compupay.com Thu Sep 28 18:18:32 2006 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Thu, 28 Sep 2006 18:18:32 -0400 Subject: [rt-users] how to use RT effectively Message-ID: <7314881427FC8A4081673E8CEEA7924902DCA6FD@EXMIAMI01.compupay.com> Does it cover 3.6.x as well? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jason Fenner Sent: Tuesday, September 26, 2006 9:28 AM To: john habermann Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] how to use RT effectively I agree. The book is excellent, you should buy it. Also, by buying the book your are helping to support the project in a small way. Also, you may want to take a look at: http://wiki.bestpractical.com/index.cgi?Documentation Jason aka: axelilly john habermann wrote: > Hi Bijayant > > On 9/26/06, bijayant kumar wrote: >> Hi, >> I have successfully installed RT-3.6.1. Now, my question is, is >> there >> any administrator and user guide on RT? If yes, than please provide >> me or >> give me the links. Thanks in advance. > > The best thing user and administrator guide I can think of is the RT > Essentials book which you can see linked to off the > bestpractical.com/rt website. It is also available through Oreilly's > online library safari and provides lots of information of how you can > use rt and how things work. There is also wiki.bestpractical.com which > has lots of useful information and ideas on how people use rt. > > cheers > John >> >> >> Bijayant Kumar >> >> Send instant messages to your online friends >> http://uk.messenger.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 >> >> > > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 twilson at buffalo.k12.mn.us Fri Sep 29 00:02:01 2006 From: twilson at buffalo.k12.mn.us (Tim Wilson) Date: Thu, 28 Sep 2006 23:02:01 -0500 Subject: [rt-users] [ITIL] RE: [at-users] Triggering a new ticket on custom field change In-Reply-To: <003501c6e2d3$10990b40$61fd3f0a@dew04141> References: <20060927202221.GC1105@chaka.net> <003501c6e2d3$10990b40$61fd3f0a@dew04141> Message-ID: <451C5467.F8B4.0061.0@buffalo.k12.mn.us> Hi everyone, Please forgive the cross-post from the AT list. It seems appropriate given the topic. (Orginal thread included below for context.) The question below deals with the proper place to store requests for change (RFCs) in an RT/Asset Tracker system. My original plan was to create a new Asset Type in AT for RFCs. Todd and Torsten think that using tickets for RFCs make more sense. I'm prepared to be convinced either way. Here are some pros and cons as I see them. RFCs in Asset Tracker ============= (+) more true to the ITIL CMDB concept (+) easy links between RFCs and other Assets (Configuration Items in ITIL-speak) (-) no scrip support (-) no support for longer form text data (-) no file attachments RFCs as tickets ========= (+) scrip support (+) file attachments (+) new RFC creation via email or other API (-) possible conceptual discontinuity between "tickets" and RFC I'd appreciate any feedback from anyone else who's considered using RT this way. -Tim >>> On Thu, Sep 28, 2006 at 2:52 AM, in message <003501c6e2d3$10990b40$61fd3f0a at dew04141>, "Torsten Brumm" wrote: > Hi Todd & Tim, > > from my point of view, i think Todd is right, an RFC is bound to a Asset but > don't need to exsist inside the CMDB. > > Btw: In the RT Users Group a small Sub Project ITIL starts and i think it is > a good idea also to CC the RT- Users for this, i'm not sure if all involved > RT- Users are also inside the AT List. > > And i think RT together with AT is the perfect tool to support the ITIL > process. > > @Tood: What do you think about the Date Fields for a asset as i wrote into > your Wishlist? This is import for most items, how hard is it to code this > into AT? > > Mit freundlichen Gruessen / With kindest regards > > Torsten Brumm > > Kuehne + Nagel > Ferdinand Strasse 29- 33 > 20095 Hamburg > Germany > > Tel: +49 40 329 15 199 > Fax: +49 40 329 15 500 > Www: www.kuehne- nagel.com > > >> ----- Original Message----- >> From: at- users- bounces at lists.chaka.net >> [mailto:at- users- bounces at lists.chaka.net] On Behalf Of Todd Chapman >> Sent: Wednesday, September 27, 2006 10:22 PM >> To: Tim Wilson >> Cc: at- users at lists.chaka.net >> Subject: Re: [at- users] Triggering a new ticket on custom field change >> >> Why would you make an RFC an assets? I would think it would >> be a ticket. >> >> There is no scrips system for assets. Someday... >> >> On Wed, Sep 27, 2006 at 02:06:51PM - 0500, Tim Wilson wrote: >> > I'd like to create a custom field called "status" in my request for >> > change (RFC) asset type that would be set to "Approved" upon review >> > (and >> > approval) by my Change Manager. >> > >> > Once the RFC is approved I'd like to create a ticket in a different >> > queue and link it back to that RFC. Can that ticket creation and >> > linking be automated? >> > >> > - 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 -- 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 Wolfgang.Fuertbauer at ebewe.com Fri Sep 29 02:00:24 2006 From: Wolfgang.Fuertbauer at ebewe.com (Wolfgang.Fuertbauer at ebewe.com) Date: Fri, 29 Sep 2006 08:00:24 +0200 Subject: [rt-users] Ticket URL wrong after "take" In-Reply-To: <000f01c6e319$4c464900$0f7ba8c0@MAIN.MBROSTECH.COM> Message-ID: Absolutely correct! I forgot to mention the following: RT 3.6.1 and the wrong Ticket URL is show in "10 highest priority tickets I own" Maybe Jesse can help ? Thanks Wolfgang "Kyle Manuel" 28.09.2006 18:15 An , Kopie Thema RE: [rt-users] Ticket URL wrong after "take" I have had the exact same problem. I looked through all the config, wiki, etc. and couldn't find a solution. I hope someone on this list can give an answer. For me, it's just the subject link that is wrong. The link to the ticket # works. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Wolfgang.Fuertbauer at ebewe.com Sent: Thursday, September 28, 2006 10:16 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Ticket URL wrong after "take" Hi, I have a strange error: I'm creating a new ticket via Mailinterface: /opt/rt3/bin/rt-mailgate --queue "General" --action correspond --url http://saxophon.intern.ebewe.at/rt before "taking" the request, the URL of the ticket is: http://saxophon.intern.ebewe.at/rt/Ticket/Display.html?id=9 after "taking" by a user: http://saxophon.intern.ebewe.at/Ticket/Display.html?id=6 eg: /rt/ is missing ! What am i doing wrong ? Wolfgang my RT_Siteconfig.pm saxophon01:/opt/rt3/etc # cat RT_SiteConfig.pm # Any configuration directives you include here will override # RT's default configuration file, RT_Config.pm # # To include a directive here, just copy the equivalent statement # from RT_Config.pm and change the value. We've included a single # sample value below. # # This file is actually a perl module, so you can include valid # perl code, as well. # # The converse is also true, if this file isn't valid perl, you're # going to run into trouble. To check your SiteConfig file, use # this comamnd: # # perl -c /path/to/your/etc/RT_SiteConfig.pm Set($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 ---------------------------------------------------------------------- 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 torsten.brumm at googlemail.com Fri Sep 29 02:58:13 2006 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Fri, 29 Sep 2006 08:58:13 +0200 Subject: [rt-users] [ITIL] RE: [at-users] Triggering a new ticket on custom field change In-Reply-To: <451C5467.F8B4.0061.0@buffalo.k12.mn.us> References: <20060927202221.GC1105@chaka.net> <003501c6e2d3$10990b40$61fd3f0a@dew04141> <451C5467.F8B4.0061.0@buffalo.k12.mn.us> Message-ID: Hi Tim, RT/AT Users, from the ITIL process i think it can only be point 1, that RFC's has to be stored inside RT, because of AT is the CMDB and a RFS is changing only a asset inside the CMDB, but it is still a RFC and not a Asset. So what we need is the ability to change the asset after the RFC is commited and done, at its best per script. Torsten 2006/9/29, Tim Wilson : > > Hi everyone, > > Please forgive the cross-post from the AT list. It seems appropriate > given the topic. (Orginal thread included below for context.) The > question below deals with the proper place to store requests for change > (RFCs) in an RT/Asset Tracker system. > > My original plan was to create a new Asset Type in AT for RFCs. Todd > and Torsten think that using tickets for RFCs make more sense. I'm > prepared to be convinced either way. Here are some pros and cons as I > see them. > > RFCs in Asset Tracker > ============= > (+) more true to the ITIL CMDB concept > (+) easy links between RFCs and other Assets (Configuration Items in > ITIL-speak) > (-) no scrip support > (-) no support for longer form text data > (-) no file attachments > > RFCs as tickets > ========= > (+) scrip support > (+) file attachments > (+) new RFC creation via email or other API > (-) possible conceptual discontinuity between "tickets" and RFC > > I'd appreciate any feedback from anyone else who's considered using RT > this way. > > -Tim > > >>> On Thu, Sep 28, 2006 at 2:52 AM, in message > <003501c6e2d3$10990b40$61fd3f0a at dew04141>, "Torsten Brumm" > wrote: > > Hi Todd & Tim, > > > > from my point of view, i think Todd is right, an RFC is bound to a > Asset but > > don't need to exsist inside the CMDB. > > > > Btw: In the RT Users Group a small Sub Project ITIL starts and i > think it is > > a good idea also to CC the RT- Users for this, i'm not sure if all > involved > > RT- Users are also inside the AT List. > > > > And i think RT together with AT is the perfect tool to support the > ITIL > > process. > > > > @Tood: What do you think about the Date Fields for a asset as i wrote > into > > your Wishlist? This is import for most items, how hard is it to code > this > > into AT? > > > > Mit freundlichen Gruessen / With kindest regards > > > > Torsten Brumm > > > > Kuehne + Nagel > > Ferdinand Strasse 29- 33 > > 20095 Hamburg > > Germany > > > > Tel: +49 40 329 15 199 > > Fax: +49 40 329 15 500 > > Www: www.kuehne- nagel.com > > > > > >> ----- Original Message----- > >> From: at- users- bounces at lists.chaka.net > >> [mailto:at- users- bounces at lists.chaka.net] On Behalf Of Todd > Chapman > >> Sent: Wednesday, September 27, 2006 10:22 PM > >> To: Tim Wilson > >> Cc: at- users at lists.chaka.net > >> Subject: Re: [at- users] Triggering a new ticket on custom field > change > >> > >> Why would you make an RFC an assets? I would think it would > >> be a ticket. > >> > >> There is no scrips system for assets. Someday... > >> > >> On Wed, Sep 27, 2006 at 02:06:51PM - 0500, Tim Wilson wrote: > >> > I'd like to create a custom field called "status" in my request > for > >> > change (RFC) asset type that would be set to "Approved" upon > review > >> > (and > >> > approval) by my Change Manager. > >> > > >> > Once the RFC is approved I'd like to create a ticket in a > different > >> > queue and link it back to that RFC. Can that ticket creation and > >> > linking be automated? > >> > > >> > - 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 > > > -- > 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 > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Fri Sep 29 03:09:36 2006 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Fri, 29 Sep 2006 09:09:36 +0200 Subject: [rt-users] RT at a Glance 3.6.1, customizing the "Available" list In-Reply-To: References: <83D26BBCAEEB274FA328FE533EF042FE2C9117@exchange.ptt.org> Message-ID: 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at googlemail.com Fri Sep 29 03:13:09 2006 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Fri, 29 Sep 2006 09:13:09 +0200 Subject: [rt-users] sending ticket attachments via soap In-Reply-To: <45014D5D.4000203@pipex.net> References: <45014D5D.4000203@pipex.net> Message-ID: 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 > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From romansteve at gmail.com Fri Sep 29 06:54:23 2006 From: romansteve at gmail.com (Roman Steven) Date: Fri, 29 Sep 2006 06:54:23 -0400 Subject: [rt-users] Enable Disabled Field Message-ID: <552eaa670609290354j7151a6b1i76d904fc12345ba1@mail.gmail.com> Hi, Is there any way to enable a disabled custom field? I can see the the disabled value in the custom field table, so is this the only place I need to change? If it's not too much work and it's not already there, could there be a feature added to RT to enable disabled fields? Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfh at pipex.net Fri Sep 29 07:48:35 2006 From: rfh at pipex.net (Roy El-Hames) Date: Fri, 29 Sep 2006 12:48:35 +0100 Subject: [rt-users] sending ticket attachments via soap In-Reply-To: References: <45014D5D.4000203@pipex.net> Message-ID: <451D0813.3070302@pipex.net> 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 >> > > > -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: res.cgi.txt URL: -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: rt.wsdl.txt URL: -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: RTSoap.pm.txt URL: From gt at eu.pearldoc.net Fri Sep 29 08:19:29 2006 From: gt at eu.pearldoc.net (Geert Theys) Date: Fri, 29 Sep 2006 14:19:29 +0200 Subject: [rt-users] Db errors Message-ID: <60EB1D24261B924CABBFF951C45B2308022825C9@PEXCVS03.BGCCOMTOOLS.LOCAL> 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 From andre at ccuec.unicamp.br Fri Sep 29 10:08:10 2006 From: andre at ccuec.unicamp.br (=?ISO-8859-1?Q?Andr=E9_Luiz_Fr=E9?=) Date: Fri, 29 Sep 2006 11:08:10 -0300 Subject: [rt-users] DBIx::SearchBuilder upgrade question Message-ID: <451D28CA.4050500@ccuec.unicamp.br> Hi, All! I'm having errors with Saved Searchs, as described in http://wiki.bestpractical.com/index.cgi?HomePageSavedSearches I use RT 3.4.5 and I just want to know if upgrading my DBIx::SearchBuilder from version 1.38 to the latest one (1.45) will fix this problem. Also, I would like to know if there are compatibility between both versions. Thanks, Andr? From sturner at MIT.EDU Fri Sep 29 10:37:09 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 29 Sep 2006 10:37:09 -0400 Subject: [rt-users] DBIx::SearchBuilder upgrade question In-Reply-To: <451D28CA.4050500@ccuec.unicamp.br> References: <451D28CA.4050500@ccuec.unicamp.br> Message-ID: <6.2.3.4.2.20060929103639.03c1dc98@po14.mit.edu> At Friday 9/29/2006 10:08 AM, Andr? Luiz Fr? wrote: >Hi, All! > >I'm having errors with Saved Searchs, as >described in http://wiki.bestpractical.com/index.cgi?HomePageSavedSearches > >I use RT 3.4.5 and I just want to know if >upgrading my DBIx::SearchBuilder from version >1.38 to the latest one (1.45) will fix this >problem. Also, I would like to know if there are >compatibility between both versions. > >Thanks, > >Andr? Andre, What do the errors look like? Steve From jmain at ssmg.org Fri Sep 29 10:39:25 2006 From: jmain at ssmg.org (Judson Main) Date: Fri, 29 Sep 2006 10:39:25 -0400 Subject: [rt-users] Db errors Message-ID: <14148.1159540765@ssmg.org> 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 From sturner at MIT.EDU Fri Sep 29 10:45:37 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 29 Sep 2006 10:45:37 -0400 Subject: [rt-users] Strange problem - User object becomes string In-Reply-To: <6.2.3.4.2.20060928140920.03c47dd0@po14.mit.edu> References: <6.2.3.4.2.20060928140920.03c47dd0@po14.mit.edu> Message-ID: <6.2.3.4.2.20060929104318.03c3f6b8@po14.mit.edu> Just in case anyone's losing sleep over the problem below, we fixed it... I'm fairly sure it was down to a name collision between the 'user' arg that is supplied by the login screen and the 'user' arg we pass to the mason component that displays our additional preferences. We pass in an RT user object, but the component gets a string with the username instead. I don't know why this would happen, but renaming the arg we pass to the component to "User" seems to fix the problem. Steve At Thursday 9/28/2006 02:19 PM, Stephen Turner wrote: >Hello, > >I'm trying to figure out a strange problem in one of our >customizations (RT 3.4.2, Apache 1.3.33, mod_perl 1.29. Perl 5.8.3, RHEL 3). > >We inserted a callback into User/Prefs.html to provide a UI for >additional user preferences. Here's what that looks like: > ><& /Elements/Callback, user => $UserObj, results => \@results, %ARGS &> > >The problem is that sometimes (but not always) when we get into the >callback, the "user" argument is a string containing the current >user's username, not a User object. > >Here's the relevant code in the callback: > ><%ARGS> >$user => undef >@results => undef > > >Can anyone think why $user transforms from a User object into a >string? I'm wondering if there's some kind of name collision between >the 'user' field entered on the login screen and my argument name. From andre at ccuec.unicamp.br Fri Sep 29 12:58:30 2006 From: andre at ccuec.unicamp.br (=?ISO-8859-1?Q?Andr=E9_Luiz_Fr=E9?=) Date: Fri, 29 Sep 2006 13:58:30 -0300 Subject: [rt-users] How to update locale? Message-ID: <451D50B6.8070805@ccuec.unicamp.br> Hi, all! I've finished customising RT for my use, and now I need to know how to update the locale file to include new strings (they're alread on loc() format). Is there a automatizated way of doing that? Thanks, Andr? From mikef at ack.berkeley.edu Fri Sep 29 13:26:03 2006 From: mikef at ack.berkeley.edu (Mike Friedman) Date: Fri, 29 Sep 2006 10:26:03 -0700 (PDT) Subject: [rt-users] RT selectively not sending email In-Reply-To: <4519C024.8090002@fas.sfu.ca> References: <4519C024.8090002@fas.sfu.ca> Message-ID: <20060929102414.B76699@malcolm.berkeley.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On Wed, 27 Sep 2006 at 13:40 (-0700), Gary Hall wrote: > You're right that using the EXITCODE hack causes RT to fail to realize > that there has been a successful delivery and continue to search for a > place to deliver the message. This is the behavior I referred to in my > posting. > > I think your problem may be with the implementation of my proposed > solution. When I said: "One solution to this problem is to set DEFAULT > to /dev/null, i.e., > > DEFAULT=/dev/null > > prior to the execution of the rt-mailgate recipes.", > > I meant to do it prior to the entire (set of) recipe(s). Gary, I was a bit confused earlier, because I though you had indicated that RT would behave this way only if rt-mailgate had _failed_ to deliver something, which was not my symptom. But your correction above does seem to do the trick. I had originally been wary of resetting DEFAULT globally in my .procmailrc, in case that might mess up other recipe processing that occurs earlier in the file. But I suppose my concern was misplaced. With 'DEFAULT=/dev/null' now at the beginning of the file, things seem to work fine now; I can get the benefits of setting EXITCODE, mail gets delivered to RT queues and I don't get extra copies of each mail parcel in the default inbox. Thanks. Mike _________________________________________________________________________ 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/AwUBRR1XL60bf1iNr4mCEQJNCACdH7f5Js3qmMZlYOAB050hXMBoLNgAn35b +LIT45PvvIIy2nOGPdhuEeEJ =nz8v -----END PGP SIGNATURE----- From ruslan.zakirov at gmail.com Fri Sep 29 16:58:13 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sat, 30 Sep 2006 00:58:13 +0400 Subject: [rt-users] [ITIL] RE: [at-users] Triggering a new ticket on custom field change In-Reply-To: <451C5467.F8B4.0061.0@buffalo.k12.mn.us> References: <20060927202221.GC1105@chaka.net> <003501c6e2d3$10990b40$61fd3f0a@dew04141> <451C5467.F8B4.0061.0@buffalo.k12.mn.us> Message-ID: <589c94400609291358x24a69cdj5fce635b943fb3d7@mail.gmail.com> I don't know about ITIL and what is RFC in this concept :) but I want to comment on "(-) no file attachments" Later RT versions have support for binding transactions to any objects in RT. You can see it in action via WebUI: RT->Configuration->Groups->